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Administering TeleVantage 7.0

1. Routing Variables Emergency Recordings Queue Storage Add Edit Delete al Analan Trnmke OK Cancel Help 2 Click Add The Routing Variable dialog box opens Name foga Data pm mos ta 3 Enter a name for the new variable in the Name field and then enter the set of values that the variable will match in the Data field The name must be a string that consists of a repeating upper case letter for example W RRR or HHHHH Note The number of characters in the Name of the routing variable must be the same as the number of digits being matched For example you can use a variable named BBB to match the area codes 617 and 781 but you cannot use a variable named BBBBB to match those area codes and a variable BBB cannot contain anything but 3 digit numbers 4 Click OK to return to the External Dialing Routing Variables tab Click Add to add another routing variable or click OK Defining a new number for a routing rule You can include any of the characters shown in the following table in the New number that you define for a routing rule see Adding a new routing rule on page 9 29 CHAPTER 9 MANAGING OUTBOUND CALLS 9 33 See Examples of number patterns and dialed digits on page 9 35 for examples of dialed digits and new numbers that use these characters Characters Digits placed
2. fuse ana User P we fo 7 Account Codes Call Log Else JO ISDN Dutbound Caller ID Voice Mail F Operetoc oa i y E Phone Audio Security Queue Dial by name Directory ViewPoint The screen opens with the default user template loaded Using the top part of the screen you can manage templates in the following ways m To load a different user template select it from the Template dropdown list or click Explore Templates m To save the current collection of settings as a template click I You do not need to save your settings as a template in order to apply it to users You cannot save changes to the Standard template but you can make another template the default m To make the currently selected template the default template click Make Default m To delete the currently selected template click X You cannot delete the Standard template 6 44 ADMINISTERING TELEVANTAGE 2 Choose which settings to apply Click a tab in the Category pane to view the settings for that tab Only settings that are selected will be applied to users as as illustrated below M M Enable call waiting Call waiting will be turned on for the selected users M IT Enable call waiting Call waiting will be turned off for the selected users B Enable call waiting Call waiting will be left unchanged for all users Settings that are not selected will be left as the users have configured them New users will receiv
3. 17 unasanananana 12 36 Viewing performance counters in Windows 1 nauna nananana sans 12 37 Archiving call recordings and voice mail 12 39 Configuring the Recording Archive Service cesses 12 41 Starting and stopping the TeleVantage Recording Archive DOIVICC NAGANA NA deine hes 12 43 Archiving mailbox recordings cee eeeeeeseereeeeeeeeeeeeeeeeeteeeeaeenes 12 44 Configuring who can manage archived recordings 12 46 Using the TeleVantage Archive Recording Browser 12 49 Monitoring database and disk usage eeeeeeeeeeeeeeeeneeteneeeeneeeeees 12 49 Viewing storage statistics 0 cece cece eeecseeeeeeeceeeeaeseaeeeeeeeeeaeenes 12 50 Archiving the Call and Trunk LOQS eeeeseeeeeeeceteeeeteeeeeeeeeeees 12 51 Moving voice files zaan 12 52 Changing special TeleVantage directorieS c eee eeeeeeeeeeeeeeeee 12 53 Identifying security risks 0 ee eee eeeeeeeee cence eeeeeeeeeeeesneeeeaeeeeeeeeeees 12 53 Backing up TeleVantage eee eeeceeeeeeeeeeeeeeeseeeeeeeeeseeseeeeensaeeeeaes 12 53 CONTENTS Backing up TeleVantage data oo eee eeeeseeeeceeceneeeeseeeeeeeeeeees 12 54 Restoring TeleVantage data ee eceeeeeeceeereeeeseeeeeeeeeeeeeeeeeees 12 54 Moving a TeleVantage Server to another PC eee eee 12 55 Shutting down the TeleVantage Server 12 56 Canceling or modifying a shutdown 000 eee cece eee eeeeeeteeeeeeeeeeees 12 58
4. ee ceceeseeeceeeeeeeeeeeteeeeneeeeenees 12 12 Using the Call Log ViOW eeeceeeseeeseeeeneeeeseeteeeeeaeeseeeeeneneeeeaeeeaes 12 12 Call Log columns aaa tthe S 12 13 Copying a Call Log entry eee cece eee ceeeeeseeeeaeseeseeeeeeeeeeaeeaees 12 15 Viewing a calls history oo ee eee eee anna ana aauwaaanananunananannsanasunsanann 12 15 Setting Call Log Options 0 eee cece ceeeee nunawananananunasanaunaannaan 12 16 Displaying a specific number of Call Log entries 12 16 Entering an account code for a Call eee eeeseeseeeeeeeeeeeeeneeees 12 16 Exporting the Call Log anna naw wanaanawnanaaawaawnanananaasannsansasasana 12 17 Using the Trunk Log vi W mma eee eeeeeceeneeeeeeseaeeeeaeeseseeeeeeeeeeneeeeaes 12 18 Copying a Trunk Log entry uu nana ceceeeeceeceeeeeeseeeeaeeeeseeneaeeeeees 12 19 Archiving the Trunk Log eceeecseeseeeecseeeeeeeeeeeeeeeeaeeeaeeeeeneeeaeenes 12 20 Setting Trunk Log Options 0 0 00 eee eeeeeeeceeeeeeeeeseeeeaeeeeeeeneeeeeeees 12 20 Setting Call and Trunk Log Options 0 eee eee eeeeeeneeeeneeeeneeeeeeeeees 12 20 Viewing the TeleVantage Event Lag uu eeeeeeeeeeeeeeeneeeeneeeeneees 12 20 Setting up TeleVantage Event Log notifications 12 21 TeleVantage Event Log messages LL eeceeseeeeeeeeteeeeteeeeeeeeeeees 12 22 Viewing TeleVantage performance counters u 1 lana nananana 12 35 How TeleVantage counters are organized
5. 14 24 Configuring Sipura FXS and FXO gateways for TeleVantage 14 24 Obtaining the Sipura device s IP address cccccseeeeeeees 14 25 Configuring a Sipura FXS port as a TeleVantage External StatiOn ioien aaae ii oiae 14 25 Configuring a Sipura FXO port as a PSTN gateway for TeleVantage oier oitti itoh aota asaina Gee aah 14 27 Configuring an eyeBeam SIP softphone for TeleVantage 14 28 Installing and configuring the eyeBeam softphone 14 29 Using the eyeBeam softphone with TeleVantage 14 32 Using SIP Servo S an aa gna ka Jaha 14 32 The SIP Servers view maana na nananana 14 33 Information you need from a SIP service provider 14 33 Creating a SIP server LL eeeseseeeeeseceneseeceeeeeceseseneeaceereneeeneeeees 14 33 Caching and re using SIP authentication credentials 14 40 Configuring PSTN T1 E1 and multi line FXO gateways 14 40 Setting up Broadvoice as a SIP service provider 14 40 Creating a SIP server for Broadvoice ee eeeeeeeseeeeeeeeeeeeeeeees 14 40 Creating a SIP account for Broadvoice c cccecceeceeeseeeeeees 14 41 The SIP Registration Bindings VieW eccceeseeeeeeeeeeeneeeeeeneeeeaes 14 42 CONTENTS Unregistering a SIP phone 0 eee eeeeeeeceeeeneeeeeeeeeeeeeeeeeeeeeeaeeees 14 43 Supporting SIP calls over NATS firewalls e
6. Each system prompt appears as a row in the view The information in the following table is displayed for each system prompt Column Description File name File name of the prompt Text Contents of the file in text form The text displayed here is accurate only if it is updated each time the file is changed If you are unsure of the accuracy of the text play the file to confirm what it says Last modified Last time that the file was modified Comment How the prompt is used in TeleVantage Applies to custom prompts and auto attendant prompts only The column is blank for all other prompts Language The set of language prompts to which this system prompt belongs User recorded prompts such as auto attendant prompts have this column blank CHAPTER 13 MANAGING SYSTEM PROMPTS AND AUDIO 13 3 Controlling the prompt display By default the System Prompts view displays all system prompts on the Tele Vantage Server Use the control on the toolbar if you want to display only the custom prompts you have recorded or only the prompts for a single language All E Custom System Latin American Spanish System U K English System U S English Note To install additional language prompts you must run the TeleVantage Server installation again and select the languages you want Managing system prompts This section explains the following aspects of managing system prompts m Playing syst
7. Remote Extension of the H 323 Gateway on the remote Extension Server used by the local Server to log on when connecting IP calls Remote Password of the H 323 Gateway on the remote Password Server used by the local Server to log on when connecting IP calls Comments Any comments pertaining to the remote Server Double click an H 323 Gateway in the view to see its properties 15 42 ADMINISTERING TELEVANTAGE Creating an H 323 Gateway The following procedure uses an H 323 Gateway created on a Boston Server that connects to a remote London Server as an example To create and set up an H 323 Gateway 1 Have the following information ready m The Internet address of the remote Server m The extension and password of the H 323 Gateway on the remote Server Choose File gt New gt H 323 Gateway Enter a Name for the H 323 Gateway Typically the name describes the remote Server s location for example London 4 Assign the H 323 Gateway a unique extension The extension is not meant to be dialed and does not appear in ViewPoint or the dial by name directory Calls to the extension will not be connected The H 323 Gateway s extension is used behind the scenes to connect to the remote Server to complete H 323 Gateway calls Untitled H 323 Gateway x General Permissions r Local Name Extension Password Comments a Operator Operator x0 z Telephone prompts Americ
8. The Phone tabs Use the Phone tab and subtabs to configure the user s phone For instructions see Assigning and configuring a user s station on page 7 12 You can apply phone settings to multiple users at once using phone templates See Applying phone settings in bulk on page 7 4 CHAPTER 6 MANAGING USERS AND ROLES 6 27 The Audio tab Choose File gt New gt User then click the Audio tab Category Audio F User Maximum greeting and voice title storage fi 0 minutes 4 6 MB Voice Mail Phone Telephone prompts american English 7 Setting the storage size for greetings and voice titles In the Maximum greeting and voice title storage field enter how many minutes worth of audio files this user can store for greetings and voice titles These voice file types include the following m Greetings All greetings displayed in ViewPoint s Greetings view plus the user s grab and hold greeting m Voice titles The user s own voice title plus all voice titles for the user s contacts The default setting of 10 minutes requires 4 6 MB of storage The Administrator opens a warning message if the total allotment of voice message and greeting space for all users exceeds the available disk space on the Tele Vantage Server Choosing a language for telephone prompts From the Telephone prompts dropdown list choose the language that TeleVantage system prompts will play in for th
9. CHAPTER 6 MANAGING USERS AND ROLES 6 51 TeleVantage General User Permissions Permission Controls the ability to Export data Export contacts extensions or the Call Log using ViewPoint Does not affect exporting audio files or using export commands in the Administrator Forward or route calls to external Specify an external number when forwarding calls or numbers setting up routing lists Forward voicemail Forward voice messages to one or more users Lock unlock the layout of Use ViewPoint s View gt Lock the layout command to lock ViewPoint views the current layout in place and unlock it Log on to ViewPoint Web Access Use ViewPoint Web Access Log on to ViewPoint Use TeleVantage ViewPoint Log on via IP trunk Log on when making an Internet call to TeleVantage Log on via station Log on by pressing at a station Log on via trunk Log on when calling from a remote location either via the auto attendant or by pressing 9 at a voicemail greeting Change password Change the user s own TeleVantage password Off hook page Use the 15 telephone command to place pages or intercom calls Pick up other ringing call Use the 91 or 99 commands to answer one ringing station from another Play audio into call Use the Call Monitor s Play audio into call command to insert recorded audio into a call Record calls Record calls using the Call Monitor Reply to voicemai
10. Phone number Call using fs Phone number M Number 206 111 1711 x E Cancel Help Choose one of the following options 6 22 ADMINISTERING TELEVANTAGE m Click Extension and select an extension from the dropdown list m For an external number use the Call Using dropdown list to select the access code and dialing service to use when placing notification calls Then enter the number to dial in Number exactly as it should be dialed 5 Click OK Scheduling notifications If you do not want to receive notifications 24 hours a day 7 days a week you can schedule notifications to occur at specific times only For example you can have Tele Vantage send notifications only during business hours or after business hours on work days You can also set up custom hours You can create different schedules for e mail pager and call notification Notifications can also be scheduled in ViewPoint Note When you turn notification on for a user by default TeleVantage sends notifications 24 hours a day 7 days a week If this is what you want to do you do not need to schedule notifications Important Notifications are never queued for later delivery When you use a schedule voice messages that arrive during an unscheduled time do not produce notifications at all A schedule contains individual schedule entries For example if you want a user to be notified of new voice messages during business hours and all day on holid
11. Wait Time On incoming calls the length of time between dialing the user s extension and the call being answered On outgoing calls Wait Time is always 00 00 CHAPTER 12 MONITORING AND MAINTENANCE 12 13 Column Description Duration Length of time that the parties are connected Call ID The TeleVantage ID number of the call The call ID number also appears in queue logs to identify the call see Appendix A of the TeleVantage Call Center Administrator s Guide Result How the callers wait ended The assigned values for the possible outcomes are Abandoned Caller hung up before call was answered Connected Caller was connected to a party To voice mail Caller went to voice mail but did not necessarily leave a message Blind transfer A blind transfer sent the caller to another party Supervised transfer A supervised transfer sent the caller to another party Login Caller logged in to a valid TeleVantage user account No Answer Outbound call that was not answered Login failed The caller attempted to log in to a TeleVantage account but failed to enter a valid password for the maximum number of retries see Enforcing strong password security on page 3 12 Unknown TeleVantage was unable to identify the outcome of the call Account Code The account code entered for the call if any Message If checked the caller left a voice message Recorded by If checked this call was r
12. 9 14 ADMINISTERING TELEVANTAGE The Codecs tab General Trunks Codecs Use codecs from SIP span Use the following codecs Enabled a 30 1 G 711 Mu law Packet a 0O G 711 Mu law 1 G 711 Mulaw 10 1 10 G 711 Aaw 30 1 30 G 711 Aaw 20 1 20 ia G 711 Aaw 10 1 10 a G 723 1 30 1 30 O 67231 20 1 20 O 67231 10 1 10 G 7231 30 2 60 LJ G 723 1 20 2 40 G 7231 10 2 n7231 3 Cancel Help When you add a dialing service of the type H 323 Address SIP Address Internet to Phone Number or Internet to Centrex PBX Extension you can use the default codecs specified for the Internet span see Modifying SIP span codecs on page 14 8 or Modifying H 323 span codecs on page 15 8 or override the defaults and specify one or more codecs You can create different Internet dialing services optimized for specific uses for example one Internet dialing service with codecs optimized for NetMeeting and another with codecs optimized for TeleVantage Server to TeleVantage Server communication over the Internet If you decide to override the default codecs for the span arrange the codecs in the order in which you prefer to use them For example you may prefer one codec over another to get greater bandwidth or better voice quality To specify codecs for a dialing service 1 Do one of the following m To have the dialing service use the default codecs as
13. CONTENTS Assigning a Station ID een p aa enaar ae E Raai 6 13 Assigning a DID number s ssseeeseeeeeeeeeireerrrrererieririereeierieresieresrerse 6 14 Creating a passWOrd u Lu aan aa aaa a e a e eaaa 6 14 Setting up a personal Operator eee eee eeeeeeeeeeeeeeeeeeeeeeeeeeeees 6 15 Entering the user s Microsoft Windows NT account 6 15 The User Account Codes tab aa eeeseeeseeeeeeeeeeeseneeeeneeeneeeeeee 6 15 The User Call Log tab ee eeeeeesneeeseeeeseeeeseneseanereeneneeeeesseeeseanerees 6 15 Determining which calls are logged maana nananwnawawnanwnawns 6 15 Associating the user with an Organization 6 16 The User ISDN Outbound Caller ID tab 6 16 Specifying a custom Caller ID NAME eee eee eeeeneeeeeeeteeeeaees 6 17 The User Numbers tab 0 eeeeeeeneeeseeeeseeeeseeeceaneresneeeseeessenessenerees 6 17 The User SIP Accounts tab o oo ee cece eeeee cere teeeeeeeeeeeeaeeseaeeeeeeeenee 6 18 The Voice Malil tabi oes hed eli det each NAK BRA AK Peeples 6 18 Configuring the user s voice mailbox 0 eee ee eect eeeeeeteeeeeeeeeeeaees 6 18 Enabling voicemail greeting logon eeeeeseeseeeeceeeeeeeeeeeeeetees 6 19 The Voicemail Notification tabs oo eee eee eeeeeeeeneeeeeeseneeeeeeeeeee 6 19 Notification information ee eeeececeeseeeeceeeeeeeeeceaeeeeseeseaeeeeeeeeeeetees 6 20 Determining which voice messages send notification 6 21 Setting e
14. scceeceeceeeeeeeeeeecreeeaeeeeteeeeateeeeneeeaeeaes 5 8 TeleVantage behavior with Delayed Answet 0 0 eee 5 9 The Trunks VIWA iiien KI IRAN BKA eee Ga ee ech taka ead 5 10 Digital and Internet spans 00 eee ee eee eee ceeeeeeeeeeeeeeeeeeeteeteneeees 5 11 Adding an analog trunk 00 0 0 eee eeeceeeeeeeeeeeeeeeeeeeseeeeesneeeeaeeeeeeeeeeeeee 5 12 Setting up digit collection on an analog trunk sesser 5 13 Handling international Caller ID on analog trunks 0 eee 5 15 Using Delayed Answer on analog trunks 5 16 Adding a digital Robbed Bit T1 span eeeeeeereeeeneeeeeeeeeeeeeee 5 17 Using a signaling template oo eee eeeese eee ceeeeeeeeeeeeeeeeeeeeeeeneeees 5 19 Adding a digital ISDN or CAS Spat ee eee eeeseeeeeeeeereeeeeeeeneeeeeeeenes 5 19 Adding digital ISDN or CAS Spanns eee anan ananananananananawanwwauwnuwns 5 20 Adding a digital ISDN BRI span eee eee eeeee cess eeeeeeeeeeeneeeeeneeeee 5 21 Editing an ISDN BRI Spann eee nanananana ceeeeeeeeeeeeeeeeseeseeteneeaes 5 22 Using a partial digital span 2 ee eee eee eeeee sees teeeeeeeeeeteneeseneeeeeees 5 23 Optimizing your ISDN settings eee ee cesses cess eeeeeeeeaeeeeseeeeeneeees 5 23 Using ISDN Two B Channel Transfer 5 25 Using ISDN BRI point to point protocol eee ee eeeeeeeeeereeeees 5 25 Setting location and Caller ID settings eee eeeeeeeeeeeeeeeeneeeenes 5 25 Specifying ISDN outbound Caller ID ns
15. Column Description Station Number that corresponds to the MSI board resource to which a phone is attached External stations appear with station IDs in the range from 16 385 through 20 480 Idle station Also called on hook N Active station Also called off hook N Status Current station activity For a list of status codes see Reading device status on page 12 8 Call Duration The duration of the call since it began using the selected station Device Type The type of station The types are MSI Analog phone DKT Toshiba digital phone EXT External station 12 4 ADMINISTERING TELEVANTAGE Column Description Device The name of the Dialogic device to which the station is connected in the format DxxxBnCn where Bn is the board number and Cn is the channel number Note that a single physical board is composed of several virtual boards usually containing 4 channels each For example a 24 port board would contain 6 virtual boards B1 B6 of 4 channels each Phone Family For digital stations the brand of phone connected For all other stations the type of phone Phone Model For digital stations the model of phone connected Button count For digital stations the number of buttons available on the phone Note the Siemens Optiset phone displays with 28 buttons even though there are only 12 on the phone This is to support the Optiset add on module
16. Ipmid cfg The ipmid cfg file contains many settings for the Polycom IP phone It is recommended that you do not modify this file except for changing the SNTP address and GMT offset The only settings that may need to be modified are the CODECS fields under the VOICE folder the order should match the order of codecs used by TeleVantage G 711 and G 723 are the codecs supported by TeleVantage and the Polycom IP phones Use G 711 is a higher quality transmission but will utilize more bandwidth on your network G 723 is a lower bandwidth lower quality codec Note Do not use codec G 729 It is not supported 15 30 ADMINISTERING TELEVANTAGE This file also contains settings which specify the level of logging that is done by the phone The phone maintains information about its functioning and can upload this information to the TFTP server to assist when diagnosing problems Vertical or Polycom Technical Support may direct you to modify the level of logging provided by the phone when troubleshooting only modify these settings under the direction of Vertical or Polycom Technical Support Folder Field Value VOICE CODECS voice audioProfile 1 rt G711Mu pPayload voice audioProfile 1 p 160 ayloadSize voice audioProfile 2 rt G711A pPayload voice audioProfile 2 p 160 ayloadSize voice audioProfile 3 rt G723 pPayload voice audioProfile 3 p 1 ayloadSize Func cfg The func cfg file contains a small
17. Using the Message Waiting Indication light The Message Waiting Indication MWD light is on the top of the phone Note that this will only work if you have configured the user in TeleVantage as an external station with the Destination set to Uniden or Intel PBX IP Media Gateway If the Destination is set to Generic H 323 Device or External Number or the user is only forwarding calls to an IP phone the MWI will not work Using the feature buttons Above the number pad the phone has five user settable feature buttons These can be set via the Phone Configuration menu in the LCD screen or via the web browser interface for the phone The phone is also capable of storing phone numbers for contacts This too is can be set via the Phone Configuration menu in the LCD screen or the web browser interface for the phone These contacts are separate from TeleVantage contacts Accessing other phone settings The LCD Contrast level and many other settings can also bet set in the Phone Configuration menu accessible by pressing the Menu key on the phone Contacting Uniden If you need additional assistance configuring your Uniden IP phone with TeleVantage contact your TeleVantage Provider For more information about Uniden IP phones contact Uniden using the following information Uniden America Corporation 4700 Amon Carter Blvd Fort Worth TX 76155 1 800 554 3988 www uniden com CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 17 Co
18. 5 Configure the Subnet Mask and Default Gateway address in the same manner The Subnet Mask menu is next to the IP address one additional up arrow and the Default Gateway menu is next to the Subnet Mask CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 15 Using a Uniden IP phone For basic operation of the Uniden IP phone see Uniden s Quick Reference Guide available in PDF format on the TeleVantage Drivers CD in the IPPhones1H 3231Uniden directory This section describes features that work together with TeleVantage Function Keys There are five programmable function keys available that can individually perform one of three functions 1 Speed Dial 2 Dial Voicemail 3 Do Not Disturb Note Voicemail and Do Not Disturb function can only be assigned to one function key Menu Button DC Power Input AC Adapter is optional Headset Jack Headset is LAN Connector Used to view change configuration settings on the phone T and 4 Buttons Used for scrolling through menu options and editing entries The J key is also used as a shortcut key for accessing the phone book menu Message Waiting Indication optional Speaker DTMF Keys Dial Pad Used in dialing as well as when entering alphanumeric characters as written on each bution Speakerphone Handset Microphone Volume Buttons Increase
19. Changing audio output TeleVantage can play audio files over your telephone You can also play them on your computer if it has a sound card and speakers To hear audio output over the phone click the telephone button on the ny status bar or choose Tools gt Audio Output gt Phone To hear audio output over your computer speakers click the speaker button on the status bar or choose Tools gt Audio Output gt Speakers CHAPTER 2 THE TELEVANTAGE ADMINISTRATOR 2 11 CHAPTER 3 DEFINING SYSTEM SETTINGS CHAPTER CONTENTS About system settingS 0 0 eects Setting general TeleVantage options 0 0 0 eee eee eee Setting business hours 0 0000 cece eee eee Setting up e mail notification and Exchange synchronization Enforcing strong password security 0 0 c ee eee eee Setting up personal call supervision defaults 220 000 About system settings System settings control overall Tele Vantage behavior Before adding TeleVantage trunks or users you should define your system settings by choosing Tools gt System Settings Advanced TeleVantage settings Some TeleVantage settings are low level settings that are rarely if ever changed and cannot be changed from the Administrator For a complete description of these settings see Appendix J of Installing Tele Vantage Documeniation for the System Settings dialog box The following table shows wher
20. Cox Cancel 4 Choose from the following options m Object types Select which Active Directory objects will be imported as users You can select Users Groups or both If you select Groups all users in the groups are imported Multiple copies of a user for example if the same user appears in two groups will be imported as a single Tele Vantage user m Location Select which parts of the Active Directory to import from By default users are imported from anywhere in the directory m Object names You can enter specific names of users or groups to import only those objects Click Advanced to open a dialog box in which you can search for specific names and select them to enter into this list You can also enter names CHAPTER 6 MANAGING USERS AND ROLES 6 39 directly into the list click Examples for instructions After clicking Advanced the Select Users or Groups advanced dialog opens Select Users or Groups 7 x Select this object type Users or Groups Object Types From this location Entire Directory Locations Common Queries Name Starts with 7 1 Columns Description Starts with x F Disabled accounts F Non expiing password Days since last lagon z OK Cancel Search results ancel Name RDN E Mail Address In Folder Use the Object Types and Locations options to filter the search if needed then click Find Now A list of matching Active Direct
21. Digital trunks Robbed Bit T1 trunks 24 trunks per span m ISDN PRI over T1 trunks 23 trunks per span m ISDN PRI over E1 trunks 30 trunks per span m ISDN BRI over BRI trunks Two trunks per span m E1 CAS trunks 30 trunks per span Note TeleVantage supports both Wink start and Immediate start on Robbed Bit T1 trunks 5 2 ADMINISTERING TELEVANTAGE Internet trunks m H 323 trunks The number of trunks depends on the Internet telephony board used m SIP trunks The number of trunks depends on the Internet telephony board used and whether you are also using H 323 trunks since any configured H 323 trunks consume available Intel IPM resources before SIP trunks Note You do not need additional phone company trunks for TeleVantage Internet telephony Dialogic Internet telephony boards connect to your network and access the Internet through your router Adding trunks This chapter contains instructions for adding new trunks of each type as follows m Adding an analog trunk page 5 12 m Adding a digital Robbed Bit T1 span page 5 17 m Adding a digital ISDN or CAS span page 5 19 m Adding a digital ISDN BRI span page 5 21 m Adding an Internet SIP or H 323 span page 5 32 Before you perform the steps in each section of this chapter you must have installed and configured the Intel telephony components that are required for your trunks See Installing Intel Telephony Components for instructio
22. Skill Requirement dialog box opens Custom Data Skill Requirement Custom data PriorityCaller gt Pa Variable value C Agent skill fi nglish J a Minimum value fo Maximum value fi 00 Cancel Help m To set a custom data variable click Custom data select the variable from the dropdown list then enter the value to be assigned to the variable when the menu choice is selected For more information about custom data variables see Defining custom data variables on page 11 13 10 12 ADMINISTERING TELEVANTAGE m Ifyou have a TeleVantage call center queue that uses skills based routing you can assign skill requirements to the call by clicking Agent skill selecting the skill from the dropdown list then entering minimum and maximum values to define which agents are qualified to answer the call For more information about queues and skills based routing see the Tele Vantage Call Center Administrator s Guide 8 Click OK to return to the Edit Menu Choice dialog box 9 Click OK to save the menu choice and return to the Auto Attendant dialog box 10 On the Menu Choices tab use the arrows to change the order in which menu choices are presented to callers Untitled Auto Attendant General Menu Choices Scheduled Actions Hold Transfer to Operator 3 Dial by name 8 Dial by name Latin American Spanish User login nothing Transfer to Operator Add Edit Number of seconds befor
23. Sna fi 10 27 2003 4 41 25 PM Vantage TO TelevantageLog iezi leVantag 10 27 2003 4 41 15 PM leVantage G Information 10 27 2003 4 41 15 PM leVantage Warning 10 27 2003 4 40 14 PM leVantage G Information 10 23 2003 3 29 51 PM laVantage 10 23 2003 3 29 47 PM leVantage 10 23 2003 3 29 03 PM leVantage 10 23 2003 3 24 17 PM leVantage 10 23 2003 3 24 14 PM leVantage 10 23 2003 3 23 33 PM leVantage 10 23 2003 3 15 42 PM levantage 10 23 2003 3 15 39 PM levantage 10 23 2003 3 14 58 PM levantage Information 10 23 2003 3 11 24 PM levantage x Error 10 23 2003 3 11 20 PM levantage A warning 10 23 2003 3 10 39 PM leVantage lt Setting up TeleVantage Event Log notifications You can configure TeleVantage to send e mail notification of each event logged in the Server s TeleVantage Event Log By setting up notifications you can stay informed of critical problems like low disk space no matter where you are To receive e mail notification of TeleVantage Event Log events 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Choose the E mail Notification Event Log tab 3 Under E mail phone system events for select one of the following from the drop down list m No events This is the default No notifications are sent m Errors and warnings m Errors only m All events 4 Under E mail to identify to whom the e mail notifications are sent m All phone system administrators Notificatio
24. Using external stations on page 7 8 Assigning stations to users Each TeleVantage station has a unique station ID number that identifies the phone To find a station s station ID dial O at the station To assign a phone to a user edit the user and enter the phone s station ID in the Station ID field see Assigning a station ID on page 6 13 Assigning analog stations 1 4 for failover support On analog systems using a BCP connection panel or using the DIO408LSAR2 integrated trunk and station board Tele Vantage s failover support provides limited phone service in the event of a power failure or Windows server failure by automatically routing the first four incoming analog trunks to stations 1 4 If your site uses this analog setup you should assign station 1 to your Operator and stations 2 4 to people who are assigned to answer phones in the event of a system failure About stations and users TeleVantage handles a user s assigned station as follows m Inbound calls Calls to the user s extension ring that station unless the user routes calls elsewhere by using call forwarding or a custom routing list m Outbound calls By default TeleVantage calls placed from a station are associated with the station s default user They appear in the Call Log as being from the user and are subject to the user s dialing restrictions and permissions Other users can associate themselves with the station by logging in u
25. ViewPoint can be used to record greetings and messages using the phone m Users and call center agents can receive calls with hands free answering at the remote phone m TeleVantage station features work with the remote phone for example Tele Vantage call waiting and the phone s message waiting light for TeleVantage voicemail For instructions on working with an external station see Chapter 6 of Using TeleVantage Notes m lf a user often roams from location to location but primarily has a desk phone with a traditional station you do not need to create an external station to give him or her many of the benefits of external stations Instead see Chapter 6 of Using Tele Vantage for information on how a roaming user can create an external station on the fly from a remote number m TeleVantage cannot control ring cadences on external stations Configuring external stations is a three part process 1 Defining the number of external stations needed by your Tele Vantage Server See the next section 2 Assigning external stations to users See page 7 9 3 Configuring a user s external station See page 7 10 Defining the number of external stations You create external stations to assign by entering the number of external stations that you want Station IDs for the external stations are created after the Tele Vantage Server is restarted and are displayed in the Device Monitor below regular stations in the list Important
26. page 10 14 m Setting up an auto attendant s hold music page 10 17 m Setting custom data variables and skill requirements with an auto attendant page 10 17 10 6 ADMINISTERING TELEVANTAGE Customizing login behavior from auto attendants page 10 19 Assigning an auto attendant to a trunk page 10 20 Creating a new auto attendant 1 Select File gt New gt Auto Attendant The Auto Attendant dialog box opens General Menu Choices Scheduled Actions Hold Advanced Name Extension tis DID number FT Description yf T Organization Play this greeting before offering menu choices H eja ae m 2 Enter the following information m Name required Descriptive name for the new auto attendant for example Sales auto attendant m Extension required Extension used to reach the auto attendant TeleVantage users can transfer callers to the auto attendant at this extension See Assigning an extension on page 6 12 for recommendations and restrictions To test the auto attendant dial the auto attendant s extension The default auto attendant is assigned an extension of 8000 m DID number To give this auto attendant a DID number assign one from the block of numbers provided by your telephone company or T1 provider When TeleVantage recognizes this number as the final digits of an inbound call the caller is automatically connected to this
27. By creating new dialing services you can do any of the following Segregate trunks for different uses For example you might want to use your long distance T1 and Internet trunks for all long distance calls and route all your local calls over your analog trunks You can create one dialing service that manages your long distance T1 and Internet trunks and another that manages your analog trunks Users can select the appropriate dialing service manually by access code or name or you can set up a routing service that distinguishes between local and long distance numbers and automatically routes calls over the appropriate trunks m Enable Internet calls Any use of Internet telephony requires that you create one of the Internet dialing services This includes using H 323 Gateways to connect two TeleVantage Servers over the Internet see Connecting two Servers using H 323 Gateways 15 39 Set up global dialing restrictions You can use dialing services to control what numbers users can dial over your telephone company trunks For example you could prevent the dialing of international calls by disallowing calls beginning with 011 Roles CHAPTER 9 MANAGING OUTBOUND CALLS 9 3 and individual users can have dialing exceptions that override a dialing service s permissions See Dialing permissions hierarchy on page 6 56 m Use the same trunks in different ways For example you can send both Centrex numbers and regular phone numbers
28. CV Inbound Caller ID supported Inbound caller ID does not always begin with area code Local number length Yl m Inbound Caller ID Name IV Transmitted in setup message Number of milliseconds to wait after setup message 200 Information element hexadecimal that contains the caller s name 0 Offset within information element block 0 Length of caller name field Enter the following general information Country Region Select the country where this TeleVantage Server resides m Long distance prefix Enter the number to dial to begin a long distance call In the United States this number is 1 m International prefix Enter the number to dial to begin an international call In the United States this number is 011 m Area code If applicable enter the area or city code of the region where this TeleVantage Server resides Otherwise leave blank If your carrier sends you Caller ID information check Inbound Caller ID supported Unchecking this field disables inbound Caller ID collection and makes processing incoming calls slightly faster If your carrier ever sends incoming Caller ID numbers that begin with something other than area code for example numbers prefixed with 0 check Inbound Caller ID does not always begin with area code and then enter the length of a local phone number in the Local number length field When checked Tele Vantage automatically adjusts to incoming Caller ID numbers wi
29. Error Hook State mismatch occurred on station X Station restarted A station has been restarted automatically by TeleVantage due to an Intel Dialogic issue with HSDI boards where under conditions of heavy load a station can sometimes read as off hook when it is actually on hook Restarting the station will have solved the mismatch problem 153 Error Device Blocked dtiBn A blocked event has been received from a Dialogic digital phone board where n is the board number 154 Error Device Unblocked dtiBn An unblocked event has been received from a Dialogic digital phone board where n is the board number 155 Error Infinite Loop TeleVantage detected a call center which may be sending callers back and forth to an extension in an infinite loop This can happen if the queue redirects callers to an extension whose routing list automatically sends calls to the queue 12 28 ADMINISTERING TELEVANTAGE 156 Error ISDN SetInService timed out for board N Using the Administrator turn off the ISDN parameter SetInService On Startup Then stop the TeleVantage Server and Dialogic drivers and restart the Server 157 Error Failed to resolve the following email addresses An email notification was sent where at least one of the email addresses could not be resolved from a name to an address for example an address of John Smith could not be resolved as an e mail address Possible causes include a mistyped name fo
30. You can also open a view by clicking the View menu and choosing a view Note If a view is not available to you you might not have permission to view it Check with your system administrator or see The Security Permissions tab on page 6 31 CHAPTER 2 THE TELEVANTAGE ADMINISTRATOR The main part of a view contains rows of the items that pertain to that view For example in the Users view each Tele Vantage user appears as an item on a row Double click an item to edit it Using commands in a view A command always affects the item or items that are selected To select multiple items hold down the CRTL key as you click the items You can perform a command using any of the following methods m Choose a command from the view s menu For example in the Trunks view click the Trunks menu and choose a command m Click a toolbar button see the next table m Right click an item and choose a command from the shortcut menu that appears This is often the fastest way to perform an command Using the Administrator toolbar The Administrator toolbar is located on the main menu bar in each view It gives you quick access to several Administrator commands that are also available through the Administrator menus Eile Edit view Tools Users Help 8 914 x g To create a new item when you are working in any TeleVantage view click the arrow next to the first button on the toolbar and select an item 24 Us
31. 1 Click Custom Hours in either the Schedule Notification dialog box for users or the Schedule Action dialog box for auto attendants The Custom Hours dialog box opens This schedule will be active on the following days Days Hours T Monday V Tuesday 5 00 Pid 8 00 PM T Wednesday M Thursday 00PM 800PM Jo T Friday i T Saturday moa T Sunday TO On the Days tab check each day of the week for which you want the custom schedule to be active If you leave the Hours field blank for a selected day the entire day is included in the custom schedule To include only part of a day enter starting and ending hours Note You can enter multiple time ranges separated by commas for example 9 00 AM 12 00 PM 3 00 PM 6 00 PM 6 26 ADMINISTERING TELEVANTAGE 3 On the Dates tab click Add if you want to apply the custom schedule to a specific date Days Dates This schedule will be active on the following dates Date Times CJ 12 24 2001 12 00 00 PM 10 00 00 PM i Edit Delete 4 Inthe Custom Date dialog box that opens enter the Custom date and then click All day or Partial day For a partial day enter starting and ending times Custom date 12 29 2001 C All day Partial day hours Active hours begin at Jos 00 AM Active hours end at fi 2 00 PM ea e 5 Click OK to add the custom date to the list on the Dates tab of the Custom Hours dialog box
32. 6 34 toll fraud protecting system against See Installing TeleVantage tones generating with software 3 4 toolbar 2 8 transfer between two Centrex PBXs 7 19 directly on Flash 3 5 transferring calls announcing name when 7 18 translating system prompts 13 6 Trunk Log archiving 12 51 options for 12 20 view 12 18 trunks adding 5 3 analog adding 5 12 ANI DID 5 5 changing system settings before adding 3 2 configuring signaling on 5 17 INDEX 9 trunks cont d deleting 5 4 digit collection setting up 5 13 digital 5 11 disabling 12 9 H 323 15 5 identifying those allocated by dialing services 9 13 Internet 5 11 number of 5 12 optimizing ISDN settings 5 23 restarting with Device Monitor 12 58 Robbed Bit T1 5 17 routing to a user 10 2 setting defaults for 5 32 setting properties for 5 11 SIP 14 4 types supported 5 2 Trunks view 5 10 Tuning tab for ISDN settings 5 23 TVConvert exe 13 4 13 6 Two B Channel Transfer 5 25 U Uniden IP phone configuring 15 13 updating access codes 9 7 users account code modes 11 9 adding 6 2 6 12 Admin 6 4 changing system settings before adding 3 2 clearing lockout 6 30 customizing auto attendant login 10 19 deleting 6 9 disk usage 6 29 and external stations 7 12 logging calls for 6 15 mailbox size 6 18 managing 6 1 modifying ViewPoint settings from Administrator 6 46 My Numbers for 6 17 users cont d Operator 6 4 perm
33. Assignment Name and extension of the user permanently assigned to this station This column may also contain Not assigned Station is not currently used Not installed Station has been configured for a user but the supporting hardware has not yet been installed Logged In Name of the user currently logged in at the station Active Party Name and phone number extension of the person using this station for a call Where available the TeleVantage username or contact name is used otherwise the Caller ID name is used if available Connected To Name phone number extension and device name of the party to which the active party is connected For calls with more than one Connected To parties amp Others appears at the end Look at the Device Monitor s bottom pane to see all parties participating in the conference with this station CHAPTER 12 MONITORING AND MAINTENANCE 12 5 Monitoring trunk activity The following table shows the information that appears in the middle pane of the Device Monitor view for each trunk in TeleVantage Note Greyed out trunks represent devices for which no trunks have yet been configured Column Description Trunk Trunk number that corresponds to the resource on the trunk board to which the line is connected Idle trunk Ng Active trunk N Status Current trunk activity For a list of status codes see Reading device status on page 12 8
34. Chapter 2 of TeleVantage Call Center Administrator s Guide Queue Agent Skills Chapter 3 of TeleVantage Call Center Administrator s Guide Storage page 12 50 Storage Special Directories page 12 53 Analog Trunks page 5 16 Analog Trunks Caller ID page 5 15 Analog Trunks Digit Collection page 5 13 Problem Report Wizard page 12 61 Setting general TeleVantage options General TeleVantage options include the following Setting general Server settings See the next section Configuring the dial by name directory See page 3 6 CHAPTER 3 DEFINING SYSTEM SETTINGS 3 3 Setting general Server settings To set general Server settings do the following 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Choose the Server tab Fs m e F F F EI AI es ee A Number of external stations Jeo External H 323 Gateways SIP Accounts J Generate tones using software Network Capture T Server should not detect devices during startup Call Data Organizations T Allow voice first answering Business Hours Licenses T Present a confirmation menu before voice mail Dial by name Directory Hard T Allow callers to directly leave a voice mail E mail Notification Security Default flash behavior while in a call Menu assisted transfer x Audio Hold Sources Park Hold ring back Announce X Call Log and Trunk Log
35. Defining the number of external stations cece eeeeeeeeeeeeeeeeees 7 8 Assigning external stations to users 0 0 ee eeeeeeseeeeteeeeeeeeeeeeeees 7 9 Configuring a user s external station 7 10 What users need to know about external stations 7 12 Assigning and configuring a user s station 7 12 Setting general phone options on the Phone tab 7 13 CONTENTS The Phone tab for station ID O a 7 16 Configuring call screening announcing and forwarding 7 17 Forwarding the user s calls manna nana nananana awnawananaawnunasnasnaawns 7 18 Setting an analog station s special features mmna 7 20 Setting a digital station s special features nna 7 21 Configuring an analog phone s Caller ID display 7 21 Configuring a phone s ring patterns eee aa unanananawanawwnaasuwsna 7 22 Configuring a station for hands free answering mna 7 22 Configuring a user s automatic station log out time 7 23 Configuring digital Stations eee unan aananwawanawwnnawaanannwasawnaasanans 7 24 Configuring a user s digital feature phone cceccceeeeeeeeeees 7 24 Mapping programmable buttons to TeleVantage commandse 7 28 Using line appearances cece eeececceeeeeeceeeeeeseeeeaeeeeeeeeeaeeeeeseneas 7 29 Enabling dig
36. E mail pager and call notification Receive notification of incoming voicemail using e mail pager or by having TeleVantage call you ADMINISTERING TELEVANTAGE m Advanced caller identification Using PIN numbers or Caller ID TeleVantage lets you easily screen every call and message either visually or by announcing the caller s name when you answer the phone m Call recording Lets you record conversations of calls or conferences on demand or automatically across the entire company or specified individuals m Personal statuses Lets you create Vacation Out of the Office and other personal statuses to let your coworkers know what you are doing Personal status can set whether your phone rings the greeting that plays and routing list behavior when you are not able to answer calls m TeleVantage ViewPoint Web Access Enables users with a Web browser to access voicemail or manage personal settings from anywhere in the world over the Internet or from non Windows platforms in the office m Follow me call forwarding Features routing lists that try several locations to find you You can create several routing lists and apply them to specific callers m Call logging with cradle to grave history Lets users see a record of their own calls and gives TeleVantage system administrators access to your company s complete log Click on any call in the Call Log or Call Monitor to see a real time history of its flow through the
37. Poff Type aaa ACCESS Code Enabled In Dial Plan De H 323 Internet number 6 Trunks Phone number Dialing Services pr Device Monitor ib b Admin x100 207 79 15 OPS 2 Each dialing service appears as a row in the Dialing Services view Double click a dialing service to edit it 9 4 ADMINISTERING TELEVANTAGE The following table describes the information displayed for each dialing service Column Description Type Dialing service type For the different types see the previous section Name Name that you assign to a dialing service when you create it Access Code Number that users dial to select this service For example 9 to access a dialing service that routes all phone number calls See Managing access codes on page 9 6 for more information Note You can see the access code for a call in the From code and To code columns of the Call Log view Enabled If checked TeleVantage allows users to dial phone numbers using this service See Disabling dialing services while creating them on page 9 6 In ViewPoint If not checked TeleVantage does not display this service in ViewPoint see Hiding dialing services on page 9 6 In Dial Plan If not checked the dialing service cannot be accessed by dialing its access code Default If checked this is a default service See Setting default access codes for callbacks on page 9 8 for more information Trun
38. The dial string can contain any touch tone digit 0 9 You can enter commas to indicate 1 second pauses in the dial sequence You can also use the following special characters to add information to the page m Tori sends the Caller ID number for an external call or Tele Vantage extension for an internal call F or e sends the TeleVantage extension that the caller dialed Lorl sends the length of the voice message in seconds For example the dial sequence 18007771000 1245983 E causes TeleVantage to dial the paging service pause for 3 seconds enter the pager s PIN 1245983 followed by to indicate end of PIN enter your extension where the voice message was left and then hang up In this example your pager displays only the extension number If users receive only the last portion of the pager data specified there are not enough pauses between the pager number and the information If this problem occurs add more commas Note Do not enter multiple stars in a row in the pager string Use only one star to send a dash Multiple consecutive stars can terminate the page message Setting call notification 1 2 4 Select the Call Notification tab Select whether call notifications occur and if so how often See Determining which voice messages send notification on page 6 21 Click Bi in the Number field to open the Call Notification Number dialog box Extension Operator x 0 v
39. add a file named 000000000000 cfg to your TFTP server for the phone to read You may have incorrectly named your file and the phone will default to this file if it does not find one with its own MAC address After reading this file the Polycom IP phone reads from the files listed in the field CONFIG FILES in the order listed Note lf the same setting is contained in more than one configuration file the setting that the phone downloads first will take effect The order that the phone downloads the files is determined in lt MACid gt cfg m lt UserFile gt cfg Defines specific settings for the user like extension and password so they can log into the server This file is unique per user The settings include the Display name for the user 20 characters maximum and the user s extension and password This file should be protected and only accessible by the user and the TFTP system Administrator since it contains the user s extension and password m lt ServerlP gt cfg Defines the IP address for the TeleVantage IP trunk and key mappings for the feature buttons on the phone This file will be the same for all users who are using ports on the same IP board in the Tele Vantage Server a Func cfg Defines protocol parameters for the phone This file is common to all users and shouldn t be modified Vertical does not provide support for modified versions of this file m Ipmid cfg Defines codecs tones and other basic parameters of the p
40. and holidays m After business hours on workdays Notifications are sent Monday through Friday 5 01 p m to 8 59 a m m On nonworkdays Notifications are sent on Saturdays and Sundays m On holidays Notifications are sent on holidays See Setting business hours on page 3 7 m During custom hours Notifications are sent during specific days and hours independent of the business and holiday hours already defined See Setting up custom hours on page 6 26 4 Be sure to check Enable this schedule action and then click OK Now the schedule in the Schedule Notifications dialog box includes the schedule entry you just created Add more schedule entries as needed and then click OK when you are finished CHAPTER 6 MANAGING USERS AND ROLES 6 25 Setting up custom hours You can define custom hours that are not related to your office s business hours and holidays and use them to schedule notifications auto attendant actions described in Chapter 10 and routing list actions described in Chapter 9 Custom hours are specific to the user auto attendant or routing list for which you create them That is the custom hours you set up for a user do not apply automatically to other users Custom hours for a user can also be set up in ViewPoint When setting custom hours you can enter dates and times in most formats they are converted to a standard format based on your Windows regional settings To set custom hours
41. and other TeleVantage Servers With the H 323 protocol you can use TeleVantage s H 323 Gateway feature to connect two or more TeleVantage Servers over VoIP TeleVantage H 323 Gateways allow users on one TeleVantage Server to make calls from the other TeleVantage Server just by dialing an extension or access code including making PSTN calls from the remote Server s location See Connecting two Servers using H 323 Gateways on page 15 39 Setting up TeleVantage for H 323 involves the following tasks 1 Install the Intel Dialogic components and software required to support H 323 telephony See Installing Intel Telephony Components for more information 2 Ifyou will be using Uniden or Polycom H 323 phones install a TFTP server such as the one included on the Tele Vantage Master CD See Installing Tele Vantage for instructions Decide whether you want to use a host based or embedded stack See the next section Add and configure one or more H 323 spans See Adding an H 323 span on page 15 5 5 Add and configure one or more H 323 dialing services See Adding a dialing service on page 9 9 6 If you are using H 323 phones configure each H 323 phone user to set up his or her SIP phone as an external station See Configuring a user to use an H 323 phone on page 15 9 7 Connect and configure any H 323 phones See Connecting and configuring H 323 phones on page 15 11 In addition if you want to connect t
42. auto attendant defined for the H 323 span 11 Click OK Permissions for H 323 phone users Make sure that users of H 323 phone external stations have the permission Log on via IP trunk set to Allow If the user is allowed to make external calls make sure the user also has the permission Place external calls when logged in via a trunk set to Allow Both permissions are in the Standard category Because an H 323 phone is not plugged in to a station port on the Server H 323 phone users need this permission to place any external calls Connecting and configuring H 323 phones To use an H 323 phone with Tele Vantage you must configure it properly TeleVantage supports the use of the following H 323 phones m Uniden UIP 300 phones See page 15 13 Polycom Soundpoint IP phones See page 15 18 m Digital phones connected to an Intel NetStructure PBX IP Media Gateways See page 15 32 CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 11 Configuring multiple H 323 IP phones If you are using several H 323 IP phones on your TeleVantage Server be aware of the following considerations Having a sufficient number of IP trunks If a user takes his or her IP phone off hook at a time when there are no available IP trunks he or she will hear a delay in dial tone until there is an available trunk There is no way to signal to the phone that there are no IP trunks available the user will hear silence Unless your users ar
43. b Cancel Help Important Changes to the RTP Resources tab require a restart of the affected trunks to take effect 15 4 ADMINISTERING TELEVANTAGE By default Tele Vantage assigns the RTP resources on your Internet board in order to the trunks in your H 323 span You can restore this arrangement by choosing Automatically assign RTP resources and clicking OK To make a different assignment do the following 1 Click Use these specific RTP resources 2 Inthe Assignments list select one or more RTP resources and click Remove to clear them from their trunk assignments 3 To add an RTP resource to an empty trunk assignment select the RTP resource in the Resources list and the empty trunk assignment in the Assignments list then click Add You must select a resource that has not already been added and there must be an empty trunk assignment available or you will be unable to add the resource 4 When you are done reassigning RTP resources to trunks click OK Adding an H 323 span H 323 trunks created in H 323 spans are required for voice communication over the Internet using the H 323 protocol To use H 323 spans the TeleVantage Server computer must have an always on preferably high speed connection to the Internet and one or more Dialogic Internet telephony boards installed as described in Installing Intel Telephony Components The TeleVantage H 323 trunks represent the individual channels that the Dialogic te
44. hopt based stack using ML5 192 168 0 4 24 Trunks Call Control In the diagram above two DI0408LSAR2 boards configured with Media Load 5 and a host based stack provide RTP resources for one host based H 323 span RTP audio travels over the host PC s NIC and IP address The host based H 323 span provides call control e g setup and tear down for all 24 H 323 trunks Inbound calls are directed to the host PC s IP address Using the RTP Resources tab When you select Host based stack under Type on the General tab of the H 323 Span dialog box the RTP Resources tab becomes available RTP stands for Real time Transport Protocol the protocol used by Internet boards to transmit audio Once you have added the H 323 span and restarted the Server you can use the RTP Resource tab to realign the RTP resources on your Internet boards with the TeleVantage H 323 trunks you are defining Undefined H 323 Span General Codecs Tuning Trunks RTP Resources Automatically assign RTP resources Use these specific RTP resources Resources Assignments ipmB1C1 79 ET ipmB1C2 79 6 ipmB1C2 207 79 14 ipmB1C3 79 7 ipmB1C3 207 79 14 ipmB1C4 79 8 ipmB1C4 207 79 14 ipmB1C5 207 79 9 ipmB1C5 207 79 14 ipmB1C6 79 10 ipmB1C6 207 79 14 ipmB1C7 79 11 ipmB1C7 207 79 14 A v ipmB1C8 79 12 ipmB1C8 207 79 14 ipmB1C9 79 13 ipmB1C9 207 79 14 ipmB1C10 79 14 ipmB1C10 2207 79 14 inmB1011 16 inmP1P1 on 7a Ka
45. make sure that the field is unchecked because by default SIP devices using RFC2833 can send digits without needing voice resources Note If this field is checked and your span is set to send DTMF digits in band using the tuning parameter DTMFXferMode then all calls involving the phone consume an extra voice resource to monitor for the digits By default spans are not set to send DTMF digits in band so checking this field unnecessarily consumes extra voice resources For information about voice resource needs see Installing Intel Telephony Components Check Disconnect when idle to have Tele Vantage hang up the trunk call immediately whenever a call on the SIP phone ends For most SIP users you should leave this field unchecked In this state TeleVantage provides 10 15 seconds of TeleVantage dial tone after a call ends making it easy to place new calls immediately after a call ends If checked the connection to the SIP phone is dropped when the call is completed and the phone returns to Idle and will play its own dial tone busy tone or silence If you have a Vertical Aastra SIP phone select it in the Device type dropdown list and enter its MAC address found on a sticker on the bottom of the phone This enables TeleVantage to automatically update the Aastra phone s lt mac gt cfg and Aastra cfg files whenever you change your SIP configuration Note To use this feature you must install and properly configure the TFTP Server
46. whichever is longer VERTICAL AND ITS SUPPLIERS DISCLAIM ALL OTHER WARRANTIES REPRESENTATIONS PROMISES AND GUARANTEES EXPRESS OR IMPLIED STATUTORY OR OTHERWISE ON THE SOFTWARE MEDIA DOCUMENTATION OR RELATED TECHNICAL SUPPORT INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY PERFORMANCE AND FITNESS FOR A PARTICULAR PURPOSE VERTICAL WILL NOT BE LIABLE FOR ANY BUG ERROR OMISSION DEFECT DEFICIENCY OR NONCONFORMITY IN ANY SOFTWARE AS A RESULT THE SOFTWARE AND DOCUMENTATION IS LICENSED AS IS AND THE PURCHASER ASSUMES THE ENTIRE RISK AS TO ITS QUALITY AND PERFORMANCE IN NO EVENT WILL VERTICAL OR ITS SUPPLIERS BE LIABLE FOR INDIRECT SPECIAL INCIDENTAL CONTINGENT CONSEQUENTIAL OR SIMILAR DAMAGES OF ANY KIND RESULTING FROM ANY DEFECT IN THE SOFTWARE OR DOCUMENTATION INCLUDING WITHOUT LIMITATION ANY LOST PROFITS OR SAVINGS DAMAGES FROM BUSINESS INTERRUPTION LOSS OF OR TO DATA COMPUTER PROGRAMS BUSINESS DOWNTIME GOODWILL DAMAGE TO OR REPLACEMENT OF EQUIPMENT OR PROPERTY OR ANY COSTS OF RECOVERING REPROGRAMMING OR REPRODUCING ANY PROGRAM OR DATA USED IN CONJUNCTION WITH THE PRODUCTS EVEN IF VERTICAL ITS SUPPLIERS OR ANYONE ELSE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES YOU AGREE THAT VERTICAL S AND ITS SUPPLIERS LIABILITY ARISING OUT OF CONTRACT NEGLIGENCE STRICT LIABILITY IN TORT OR WARRANTY SHALL NOT EXCEED THE AMOUNT PAID BY YOU FOR THIS PRODUCT ANY WRITTEN OR ORAL INFORMATION OR AD
47. 202 202 b In the GENDESC folder edit the genDesc name string to reflect the name of user This name will appear on the LCD screen of the Polycom IP phone when it is 15 20 ADMINISTERING TELEVANTAGE idle It will also be transmitted as caller ID when the Polycom IP phone is used to call another user on the TeleVantage Server c In the GENDESC folder edit the genDesc E164addr field to be the TeleVantage extension for the user This will also appear on the LCD screen of the Polycom IP phone d Rename this file to reflect information about the user for example User202 cfg 2 Edit lt ServerIP gt cfg to contain the IP address that the user will use to access the IP telephony board in your Tele Vantage Server a In the FEATURES folder edit the feature plar address field to be the IP address of your IP trunk Use the IP address of the Intel Dialogic Internet telephony board or if you are using an Internet board which does not have its own network interface card on it the IP address of your TeleVantage Server Your network administrator can tell you the IP address of the Server or boards b Rename this file to describe your IP address e g TVIP2 cfg Notes m f you have more than one IP board in a TeleVantage Server you may need more than one of these files each specifying the IP address of a different IP telephony board You need one file for each non DM IP040 LSI board and another file to cover all DM IP04
48. 9 9 Dialing Exceptions tab Phone number type only Use to add dialing rules for exchanges in your area code that require different dialing See page 9 17 m Permissions tab Phone number type only Use to control which numbers can be dialed using the service See page 9 19 3 When you have finished defining the dialing service click OK on any tab to close the Dialing Service dialog box The General tab Use this tab to enter the service s name and access code enable or disable the service hide or show the service and enter other information specific to the service type The following sections describe the General tab for each service type General information for all dialing service types General Trunks Codecs Name NYC Extensions Access code 72 Comments a i V Enabled V Show in Client IV Can be dialed The following fields of the General tab are the same for all dialing service types m Name and Access code Choose a name and access code that will make it easy for users to select this dialing service when placing a call See Tips on access codes and names for services on page 9 6 Note If you change the access code of a dialing service here you must use Tools gt Update Access Codes before the change can take effect See Changing an access code in users saved numbers on page 9 7 Comments Any comments to help you identify this dialing service m Enabled To make this dialing service
49. AND ROLES 6 19 details about the call and give users quick access to hearing the message and responding to it You have notifications sent for all voice messages or for Urgent messages only You can also have notifications sent only at certain days or times Users can also configure notifications in ViewPoint Note Notifications are sent only for new voice messages not new call recordings that arrive in a user s Inbox Note TeleVantage retries call and pager notification of new voice messages when all trunks are busy or other factors prevent calling Retry behavior is governed by the TeleVantage advanced setting Server CallPageNotificationRetry the default is 3 retries For more information on advanced settings see Appendix J of nstalling Tele Vantage Notification information The following information is attached to notifications of each type making them a powerful tool for voicemail management even at a remote location E mail notifications can contain m Caller s name m Phone number at which the call originated m TeleVantage extension at which the message was left m Voice message length m Notes associated with the message m Voice message as a WAV file attachment Pager notifications can optionally contain m Caller ID for message m TeleVantage extension that was dialed m Voice message length Call notifications contain m Voice title of the user who received the message m Voice title or recorded name of the per
50. Call Centers Accessing online documentation You can access Tele Vantage s online documentation in the following formats Online Help From any TeleVantage application window you can press FI or click Help to get context sensitive Help describing the window and its individual fields For overviews of features see the online or PDF books not the online Help HTML books TeleVantage provides complete compiled HTML Help CHM versions of four of its printed manuals enhanced with hypertext navigation panes and links To access the HTML books from within ViewPoint or the Administrator choose Help 5 Online Books To access the HTML books without ViewPoint or the Administrator open the following files located in C Program Files Common Files Vertical TeleVantage m AdministeringTV chm Contains Administering TeleVantage and the Tele Vantage Call Center Administrator s Guide a InstallingTV chm Contains Installing Tele Vantage a UsingTV chm Contains Using Tele Vantage Adobe Acrobat PDF books The PDF versions of TeleVantage manuals are the same files that Vertical sends to be professionally printed and can be used for your own printing or browsing They are available on the TeleVantage Master CD in the Manuals directory To view and print these files use the Adobe Acrobat Reader available on the TeleVantage Master CD in the Adobe directory CHAPTER 1 INTRODUCTION TO TELEVANTAGE 1 9 Using the TeleVantage Ad
51. Call Duration The duration of the call since it began using the selected trunk Detected Device The type of trunk as detected by the Server during the last start which may not be the same as the configured device see below The trunk types are Not detected No trunk line detected for this trunk Analog Robbed Bit T1 Internet ISDN T1 or E1 CAS E1 Configured Device The trunk type as configured in the Trunks view The types are the same as for Detected Device except that not detected does not appear here 12 6 ADMINISTERING TELEVANTAGE Column Description Device The name of the Dialogic device to which the trunk is connected The formats are as follows where where Bn is the board number Cn is the channel number and Tn is the trunk number Analog trunk DxxxBnCn Digital trunk DTIBnTn IP trunk DM3BnIPTn Note that a single physical board is composed of several virtual boards usually containing 4 channels each For example a 24 port board would contain 6 virtual boards B1 B6 of 4 channels each In If checked the trunk is used for inbound calls Out If checked the trunk is used for outbound calls Enabled If checked the trunk is enabled for use by TeleVantage Name Optional descriptive name for the trunk Active Party These fields contain the same data as for Connected To stations see the previous table Monitoring all calling parties on a
52. Click OK Note If users need to select trunks you can also create dialing services for the appropriate trunks See About dialing services on page 9 2 for more information Adding a dialing service This section describes adding a new dialing service of any type other than routing service For instructions on adding a routing service see Using routing services on page 9 22 For a description of the dialing service types see Dialing service types on page 9 2 To add a new dialing service 1 Choose File gt New gt Dialing Service and the type of dialing service to create The Dialing Service dialog box for that type opens 2 Define the dialing service using some or all of the following tabs Which tabs are available depends on the type of service being added The tabs are described in detail in the following sections m General tab Use to enter the service s name and access code hide or show the service and enter other general information See the next section m Trunks tab Use to specify on which trunks the service routes outbound calls and how the trunks are prioritized See page 9 13 m Codecs tab Internet services only Use to optimize the codecs for the Internet connections that the service makes See page 9 15 m Location Settings tab Phone number services only Use to specify the location of the Tele Vantage Server to enable accurate dialing See page 9 16 CHAPTER 9 MANAGING OUTBOUND CALLS
53. Configuring the external station to use authentication and entering the correct authentication credentials here protects your system from toll fraud For more about toll fraud see Appendix of Installing Tele Vantage Domain Enter the name or IP address of the SIP server to which this phone is registered This should match one of the following 14 30 ADMINISTERING TELEVANTAGE m For SIP phones registered to TeleVantage it should match the name address under Registered to SIP span in the user s external station configuration see Configuring a user for a SIP phone on page 14 10 m For SIP phones registered to a third party service such as pulver com it should match the name address under Server in the TeleVantage SIP server s configuation see Using SIP servers on page 14 32 7 Under Domain Proxy check both Register with domain and Use as outbound proxy 8 Click the SIP Accounts Add a New SIP Account Advanced tab and uncheck Send SIP keep alives 9 Click the Media Audio Devices tab Decide whether or not to Enable VAD Disabling VAD creates a more natural audio sound since the eyeBeam will transmit audio continuously rather than stopping transmission when it doesn t detect voice which results in silence gaps However disabling VAD increases the bandwidth used during phone calls since audio is always transmitting Vertical recommends disabling the option as tests have proved audio to be more reli
54. DAMAGE This product includes software developed by the University of California Lawrence Berkeley Laboratory and its contributors Vertical Communications Inc One Memorial Drive Cambridge MA 02142 97 6602 Edition 7 September 2005 CONTENTS Getting Started Chapter 1 Introduction to TeleVantage cccccssseeeeeeeeeeeeeeeees 1 1 Welcome to TeleVantage esseseceeseceesncecseneceenecesneeeseeeeseetessneesaners 1 2 What s new in this version of TeleVantage eeseeeeseeeeeeeees 1 2 Major TeleVantage features eee eeceseeseeecseeeeeeeseeeeaeeeeseeeeeeaes 1 2 Upgrading from a previous version of TeleVantage 1 4 Before configuring a new TeleVantage System 1 5 Configuring a new TeleVantage system eeeeeeeeeeeeeeeeeeeeneeeeneeeeneees 1 5 Running reports without telephony boards or licenses 1 5 Getting technical support 0 0 ee eee eee eeeeeeeeeeeeeaeeeeseeeeeeeeeaeeeeeeeeeees 1 6 TeleVantage documentation 00 0 eee cece eeee test tenet eeeeeeeeeeeseaeeeeneeeeanees 1 6 The TeleVantage documentation Set ccesceseseeeeeeeeeeeeeeeees 1 7 Accessing online documentation LL eee eeeeee eee ceeeeeteeteeeeeeeeeeneeeees 1 9 Using the TeleVantage Administrator Chapter 2 The TeleVantage Administrator eeccccesssseeeeeees 2 1 About the TeleVantage Administrator ccceeceeeeeeeeeeeeeneeeeneeeeneees 2 2 Lo
55. E 911 device and dedicated to the E 911 service They cannot be shared with a user How E 911 calls work If E 911 is enabled and the E 911 device has been installed and configured correctly an emergency call from any station is automatically routed to one of the E 911 stations As soon as the E 911 station takes the call the station ID of the caller s station is passed to the E 911 device The E 911 device then calls the emergency center directly over a dedicated trunk If for any reason the emergency call cannot be placed using E 911 service TeleVantage automatically places a standard 911 call to the emergency center using the local carrier After you install and configure an E 911 device and stations you must use the Emergency tab to enable E 911 service and assign your E 911 stations To enable E 911 service 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Choose the Emergency E 911 tab 3 Check Enable support for E 911 service 9 38 ADMINISTERING TELEVANTAGE Click Add to add each E 911 station that is connected to the E 911 device The Add E 911 Station dialog box opens Add E 911 Station An E 911 device is attached to station number Cancel Help Select a station from the dropdown list and then click OK The list shows all unassigned station IDs Note that an E 911 station will not appear in this list if a user is also assigned to that station ID If an E 911 station does
56. Edit to modify the selected action The Schedule Action dialog box opens Schedule Action Occurence Action This schedule entry occurs During business hours C During nonbusiness hours C After business hours on workdays C On nonworkdays C On holidays During custom hours Business Hours Custom Hour IV Enable this schedule action CHAPTER 10 HANDLING INBOUND CALLS 10 15 On the Occurrence tab select one of the periods of time during which the action will occur Note If your TeleVantage system uses several sets of business hours click Business Hours before you click OK in the Schedule Action dialog box and verify that the action will take place according to the set of business hours that you want to use For more information about business hours see Setting business hours on page 3 7 If you choose During custom hours click Custom Hours and see Setting up custom hours on page 6 26 Check Enable this schedule action to activate this action as soon as you save the auto attendant If unchecked the action is temporarily disabled Click the Action tab Occurrence Action This schedule entry Transfers to admin x 100 x Plays greeting E ej i jju a E Set these custom data and skill requirements Custom Data Skill Requirement Cancel Help Under This schedule entry select the action that the auto attendant will perform immediately wh
57. Extension DID Workgroups Admin x100 207 7915 CHAPTER 8 MANAGING WORKGROUPS 8 3 Creating a Workgroup To create a public workgroup choose File gt New gt Workgroup and enter information on the tabs in the Workgroup dialog box as follows 1 On the General tab enter the Name of the workgroup and at least one member You can optionally add a note about the workgroup in the Description field To add members to the workgroup select names from the list of Available extensions and click Add To select multiple names hold down CTRL while clicking Untitled Workgroup El General Dising Nama f Ce e w Use the arrows next to the Members list to arrange the order of the members The order in which the names appear can be used in conjunction with a user who has a routing list that calls the members of this workgroup in a top down or round robin sequence for more information about routing lists see Using Tele Vantage You can also use the Remove button to delete members from the list ADMINISTERING TELEVANTAGE 4 To give the workgroup a number so that it can be dialed using the telephone click the Dialing tab All of the information on the Dialing tab is optional Use the following sections to configure dialing for this workgroup Untitled Workgroup Ea General Dialing Extension 202 DID ee a Voice title V 4 fo i mm IV List in dial by nam
58. Firewall NAT User name user102 Server side Storage Presence Password ecccce XTunnels Authorization user name 102 Advanced E Media Domain 192 168 1 100 System i TORES EEP ESSSNE SENEE User Interface Domain Proxy Diagnostics IV Register with domain License Key IV Use as Outbound Proxy T Manual Override Host M SIP Listen Port T Manual override o Clear proxy Revert OK Cancel Note If you accidentally exit the dialog box right click anywhere on the eyeBeam phone and choose Settings to open it again Check Enable this SIP account This enables the eyeBeam phone to register with TeleVantage Under User details enter the following information Display name Enter the user s name as you want it to display in the display name portion of the SIP address For example Vin Williams in Vin Williams lt vwilliams sip www example com gt User name Enter text to match the Userinfo field in the TeleVantage external station configuration see Configuring a user for a SIP phone on page 14 10 Password Authentication user name Enter the authentication credentials if they are required Enter either the TeleVantage SIP span s username and password the user s TeleVantage extension and password or the station credentials depending on how you set up the external station see Configuring a user for a SIP phone on page 14 10 Important
59. Help 2 Modify any of the following settings m Archive voice mail older than days Enter in days which mailbox recordings you want to archive now m Archive folders Select which of a user s folders to archive from the drop down list m Inbox only Only mailbox recordings in the user s Inbox are archived All folders except Deleted All the user s mailbox recordings are archived including those in custom folders Mailbox recordings in the user s Deleted folder are not archived m Archive audio format Select whether to archive the user s audio files as MP3 VOX or WAV files 3 Click OK to start archiving the user s mailbox recordings Configuring who can manage archived recordings You can configure one or more Archive Recording Browser user accounts You might create multiple accounts each with different privileges to manage recordings Each account can be shared by multiple users For instructions on installing the Archive Recording Browser see Installing TeleVantage 12 46 ADMINISTERING TELEVANTAGE To add new archive browser users 1 Start the Archived Recording Browser by choosing Start gt Programs gt Vertical TeleVantage gt TeleVantage Archived Recording Browser The TeleVantage Archived Recording Browser dialog box opens Tele antage Archived Recording Browser E x User Name l Password T Automatically log on as this user Cancel 2 Ifyou are running the Archived Recording
60. Inbound Number Caller ID name and number on an inbound call Inbound DID DID number dialed if any on an inbound call Outbound Number The outbound Caller ID sent by TeleVantage Outbound Dial Dial string used on an outbound call Everything but String the access code is included Copying a Trunk Log entry Choosing Edit gt Copy with a Trunk Log entry selected copies that Trunk Log entry as text CHAPTER 12 MONITORING AND MAINTENANCE 12 19 Archiving the Trunk Log See Archiving the Call and Trunk Logs on page 12 51 Setting Trunk Log options To choose which trunk types activity appears in the Trunk Log see the next section Setting Call and Trunk Log options Setting Call and Trunk Log options You can choose whether to log calls and which type of calls are logged in the Call and Trunk Logs To do so 1 Choose Tools gt System Settings The System Settings dialog box opens Choose the Call Log and Trunk Log tab Use the following fields to set up your call logging choices Log calls If checked Tele Vantage logs calls in the Call and Trunk Logs according to the selections you make on this tab If unchecked the Call Log and Trunk Log are not used Log internal calls Check to have internal station to station calls logged in the Call Log If unchecked the Call Log keeps track of calls that involve a trunk only Log call history events Check to have call history events logged for recen
61. Internal Dialing External Dialing Emergence eel zi OK Cancel Help 3 Define the following settings Number of external stations Enter the number of external stations your system requires TeleVantage automatically creates external station IDs as needed to have that many See Using external stations on page 7 8 for more information You must restart the TeleVantage Server after changing this field Important Do not reduce the number of external stations if users are assigned to those stations The effect is exactly like removing a station board from your computer Calls to users whose stations have been removed go straight to voicemail Generate tones using software Check this box to generate dial reorder callback and stutter dial tones using TeleVantage software You will need to use this feature only if you are using Dialogic boards that do not generate these tones in hardware You must check this box if you are using the D 41ESC board U S customers can usually leave this box unchecked because most U S Dialogic hardware generates the tones Server should not detect devices during startup If checked you can use TeleVantage to configure a system and run reports even if you do not have telephony boards and licenses installed See Running reports without telephony boards or licenses on page 1 5 Important This field is intended for use during the setup of a TeleVantage system Checking it on a work
62. Log archive files on the TeleVantage Server The files are in CSV format and can be viewed with most spreadsheet or database applications m Overwrite archive every 7 days Number of days that archived information will be appended to the Call Log and Trunk Log archive files After that number of days archived information in the files will be deleted and the files will be reused m Archive will be overwritten on Date and time that the Call Log and Trunk Log archive files will next be overwritten and the data in them deleted To preserve the archived data back up the files just before they will be overwritten 4 Click Archive Now to manually archive the Call Log and Trunk Log according to the settings specified above The archive begins immediately and may take several minutes to complete You cannot perform any other Administrator functions until the archive completes You can perform a manual archive at any time whether or not automatic archiving is turned on 5 Click OK to save your archiving settings Note Use the Import and Export Wizard see Exporting the Call Log on page 12 17 to create a file containing Call Log information without removing the information from the database Changing the Call Log or Trunk Log archive location Click Change under Archive filename to specify a new location for the Call Log or Trunk Log archive file Changing the archive path starts a new archive file in the new location the next time the a
63. London Server London phone at automatically dials 84 22 00 84 22 00 receives the call using a Phone Number dialing service Boston London Server Internet or Server private IP network 5 The London Server uses a Gateway user User in London dials 5 at extension 110 and an 110 the extension of a Internet to Centrex PBX dialing service user on the Boston Boston extension 110 receives the call to route the call to the Boston Server Server In the top of the figure the administrator at the Boston Server set up an Internet to Phone Number dialing service with an access code of 71 The London Server has a Phone Number dialing service Users in Boston can now dial phone numbers in London by dialing 71 followed by the phone number 15 40 ADMINISTERING TELEVANTAGE In the bottom of the figure the administrator at the London Server set up an Internet to Centrex PBX Extension dialing service configured to connect to the Boston Server s internal dial tone and Gateway users one for each user on the Boston Server Users in London can now dial the extensions of users in Boston directly To establish the connection each administrator creates an H 323 Gateway that points to the other Server The administrator can use the H 323 Gateway on the local Server to control dialing permissions for incoming calls For example the London administrator can prevent Boston users from making long distance calls
64. Percentage of disk space allocated for all users voice mail messages as well as any call recordings users have made that is currently used Greetings Percentage of disk space allocated for all users greetings and voice titles that is currently used 12 50 ADMINISTERING TELEVANTAGE m Call Log Amount of space currently used in the TeleVantage database for Call Log records in kilobytes Some or all of this space can be recovered by archiving Call Log information if total database usage is high see Archiving the Call and Trunk Logs on page 12 51 m Trunk Log Amount of space currently used in the Tele Vantage database for Trunk Log records in kilobytes Some or all of this space can be recovered by archiving Trunk Log information if total database usage is high see Archiving the Call and Trunk Logs on page 12 51 Click Refresh to refresh the tab with current data Archiving the Call and Trunk Logs Over time Call Log and Trunk Log information will begin to fill up your Tele Vantage database To recover database space you can archive old Call and Trunk Log information that is no longer needed to a location outside the database Important Archived information is permanently removed from the TeleVantage database You cannot run Call Center reports on the time period that has been archived Call and Trunk Log information is written to comma separated value CSV text files that can be read by most spreadshee
65. Phone tab click the Destination dropdown list and select None 7 34 ADMINISTERING TELEVANTAGE 5 From the Hook state dropdown list on the Phone tab specify the hook status of the null station For users set this to on hook For Client API applications you should set this to off hook which makes it act just like a station off hook in hands free mode so all calls sent to the extension are immediately answered 6 Click OK CHAPTER 7 MANAGING STATIONS 7 35 CHAPTER 8 MANAGING WORKGROUPS CHAPTER CONTENTS About Workgroups 0 cette ae 8 2 Creating a Workgroup 2 tees 8 4 About Workgroups A workgroup is a group of related extensions or contacts With TeleVantage workgroups you can do the following m Place or pick up calls to a group of users You can direct calls to a workgroup so that all phones including external stations in the workgroup ring simultaneously and the first to answer receives the call Users in a workgroup can also use the 99 telephone command to answer any ringing phone in their workgroup Note To call workgroups using methods other than simultaneous ring create a user with a routing list that calls the members of the workgroup using top down round robin or other methods Or for full call center support see the TeleVantage Call Center Administrator s Guide m Enable the 91 and 99 commands to work with trunk connected phones such as IP phones m Orga
66. SIP calls that SIP URI appears as the calls From address You can create customized SIP accounts for the following purposes m To provide more meaningful SIP URIs for users For example a user could have a SIP URI of sip MiriAnatolia 11 22 33 44 This SIP URI would be used by SIP callers to reach the user and would appear as the From address on the user s outbound calls m To authenticate connections with an external SIP server such as www broadvoice com or a PSTN gateway device See Using SIP servers on page 14 32 In this case a user would have a SIP URI registered with the external SIP server for example sip MiriAnatolia broadvoice com In addition to SIP accounts for users you can create system SIP accounts that define SIP account defaults for users without a personal SIP account With external SIP servers you should always create a system SIP account registered with that SIP server so that users without individual SIP accounts have default authorization to place and receive calls through that server Note For specific instructions on creating a system SIP account for Broadvoice see Creating a SIP account for Broadvoice on page 14 41 Creating a SIP account Use this procedure to create either personal SIP accounts for users or system SIP accounts 1 Do one of the following m System defaults To set SIP account defaults for the system choose Tools gt System Settings go to the
67. See Setting up an auto attendant s hold music on page 10 17 m User specific hold music See Setting the user s hold music on page 6 29 m Queue specific hold music See TeleVantage Call Center Administrator s Guide 13 14 ADMINISTERING TELEVANTAGE To add a music on hold source 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Choose the Audio Hold Sources tab Server 2 ID Name Type Walue Description Call Data 3 Station 12 Station 12 Digarizations 4 Windows Medi File Business Hours Licenses Dial by name Directory E mail Notification Security The ID column displays the number of each hold audio source When using the 19 telephone command enter this number to test a hold audio source See Testing hold audio with 19 on page 13 17 Note ID numbers increment automatically and are fixed so if you delete the ID 3 source you will never have another source at ID 3 3 Click Add The Hold Audio Source dialog box opens Name fo Description QD ip 2 cl Type station Station number GF F4 Cancel Help 4 Enter the following information m Name A name for the music on hold source Choose a name that users and administrators will recognize when selecting hold music for example Customer Service Soothing Jazz m Description A further description of the source if needed For example you could
68. Starting the TeleVantage Server 12 58 Restarting stations or trunks 0 c cece eeeeeeseeeseeeeeeeeeeeeeeeeeeeneeennees 12 58 Starting a new Server log ee eee esses eeeceeeeeeeeeeeeeeeseeeaeeeeseeeeaeeaes 12 59 Capturing network troubleshooting logs 1 eter naaanns 12 59 Adjusting or turning off network capture eee eee 12 60 Reporting problems to your TeleVantage provider 12 61 Setting Problem Report Wizard defaults ee eeeeeeseeeeeeeeee 12 61 Using the Problem Report Wizard cee eee tee tenes 12 61 Reporting TeleVantage Server problems ccecceeeeeeeees 12 62 Reporting workstation application problems eee 12 63 Reporting distributed problems eee eeeeseeeeeseeeeeeeeeeeeeeeeeeees 12 63 The problem report Package uu ee eeeeeeeeeeeeeeeeeneeeeeeeeeneeeaeeneees 12 64 Running the Problem Report Wizard from the command line 12 64 Chapter 13 Managing System Prompts and Audio 13 1 About system prompts and audio ccccecceceeeeceeeeeeeeeeeeeeeeeeeeneeees 13 2 Setting general system prompt options ee eee eeeeeeeeeeeeeeeeeeneeteaes 13 2 Setting the system prompt language cece eeeeseeeeeeeeeeeeeeees 13 2 Presenting a confirmation prompt before voicemall 13 2 The System Prompts view 12 cee eee eee eeee tees tees see eeeseeeeeeeeeeetaes 13 3 Controlling the prompt display eee eee
69. TELEVANTAGE m Server Check and enter sip broadvoice com m Gateway is also a SIP Registrar Check Select a SIP Address dialing service in Send REGISTER via SIP service and accept the defaults for expiration and retry interval 3 On the Inbound tab enter the following information Handle calls from this server as telephone calls Check m Identify inbound calls from gateway using Check m SIP server location Check 4 On the Number Formatting tab enter the settings for placing outbound calls from your location On the SIP URI Rules tab uncheck Include URI parameter user phone On the Outbound Caller ID tab make sure that Send outbound Caller ID is unchecked This check box exists mainly for SIP PSTN gateways SIP VoIP providers like Broadvoice usually require that you send the caller ID corresponding to your account with the provider Skip the PSTN Gateway tab Click OK Creating a SIP account for Broadvoice See About SIP accounts on page 14 20 for complete instructions on creating a SIP account Use the following procedure to define a system SIP account for Broadvoice 1 Choose Tools gt System Settings and go to the Server SIP Accounts tab 2 Click Add to open the SIP Account dialog box 3 Enter the following information m Display Name The display name will show up in the From field on outbound calls from users who have no individual SIP account for Broadvoice Enter TeleVantage
70. TFTP server and reads information from configuration files that enables it to connect to TeleVantage The following files must be present in the TFTP server s default directory a lt MACid gt cfg m lt UserFile gt cfg m sServerIP5 cfg m Func cfg m Ipmid cfg Hmx ld These files are described in detail in the following sections About the configuration files The following files are supplied on the TeleVantage Drivers CD in the IPPhones H 323 Polycom directory and should be copied into the TFTP server s download directory 15 18 ADMINISTERING TELEVANTAGE Important Do not use Wordpad to edit the XML files as Wordpad can reformat the files Use an XML editor such as XML Wordpad available from msdn microsoft com m lt MACid gt cfg The first file read by the Polycom phone when rebooted or plugged in It contains the list of other configuration files which provide specific configuration information for the phone For instructions on rebooting the phone see Configuring the Polycom IP phone on page 15 22 The name of the file should be the 12 digit MAC address of the phone The phone s MAC address is on a sticker on the back of the phone or you can read the ENet field while pressing and holding the button beneath the About softkey on the phone s LCD screen When the phone boots up if it does not find a file with its MAC address it will read a file named 000000000000 cfg Hint When debugging a configuration file
71. TeleVantage defaults to a 10 ms or 30 ms frame size so you must edit one side to make them match The Uniden phone also requires the jitter depth buffer to be twice as big as the packet size It is recommended that you set the packet frame size to 30 ms and the jitter buffer to 60 ms When you are done configuring the page click Submit 7 Open the SNTP Configuration page SNTP allows the phone to automatically receive the correct date and time when the phone is rebooted You may have an SNTP server on your LAN or use one of several publicly addressable SNTP servers on the Internet If you do not wish to use SNTP you can set the date and time on the phone manually using the LCD screen under the Phone Configuration submenu However if you manually set the date and time your settings will be lost any time the phone is rebooted Change the SNTP settings if necessary then click Submit After following these steps be sure to configure the H 323 phone user in TeleVantage See Configuring a user to use an H 323 phone on page 15 9 Your Uniden IP phone is now ready for operation Choosing whether to require a connection string By default TeleVantage does not require the Uniden phone to have a connection string containing extension and password if the phone is defined as an external station The Uniden phone connects to Tele Vantage automatically using IP address matching This approach enables easy administration but is vulnerable to
72. These do not have to be the user s TeleVantage user name and password see Searching and acting on archived recordings on page 12 41 for more about archive browser users Optionally check This user has Archive Admin privileges if you want the user to be able to add edit or delete archive users or create other Archive Admin users Click one of the following to specify the user s access rights m User has rights to see all recordings in database Select this option if you want the new user to be able to view and act on all archived mailbox recordings Click OK and then go to step 10 m User only has the rights specified below Select this option to limit the new user s access rights to only the options you specify in the next step Select one of the following from the drop down list m Servers If given access to a Tele Vantage Server the user can search and manage only the mailbox recordings that were archived from the specified Server m Archived Mailboxes If given access to an Archived Mailbox the user can search and manage only the mailbox recordings that were archived from the specified Mailbox 12 48 ADMINISTERING TELEVANTAGE m Users and Contacts If given access to a user or contact the user can search and manage all archived voice messages and call recordings involving the specified user or contact To give the user an access right select it in the Available access rights list and then click 2
73. Trunksitabi NAUNA ae aia INING NANG 9 13 The Godecs tabi ama BAR pababa 9 15 The Location Settings tab oo eee ceeeseeeeceeeeeeeeeeeeeeeesneeeaeeeeeneneas 9 16 The Dialing Exceptions tab cece eeeeseeeeceeeeeeneeeaeeeesneeeeeneee 9 17 The Permissions tab serino a aeiia 9 19 An example of how to set dialing service permissions 9 20 Using routing services eeeseeeeeeeeeeeseaeeeeaeeseaeeeteneeteaeessneeeeaeees 9 22 How routing services WOtk u LL Janna nananana na nanananwwnanaanasansanwannsanann 9 22 How you can use routing services s s s 9 23 An example of routing rules oo eee ceeeeeeeeceeeeeeeeeeeeeseeeaeeeeeneeeas 9 24 How ViewPoint reformats phone numbers eeeeeeeeeeeeeeeeees 9 26 Adding a routing service nananana ana nanwwaawnananawaawaasaaunasanna 9 27 The Routing Rules tab oo eee eee nna nan wwnwwna ann wwnawaasnauwaanassnsanaasasana 9 28 Adding a new routing rule oo ana eeeeneeeceeeeeeeeeeeaeseeseeeaeeeeeeeeas 9 29 Defining patterns to match the dialed digits munsasan 9 31 Adding custom routing Variables ee eeeeeeeeceeeeeeeeeeeeeeeeeenenees 9 32 Defining a new number for a routing rule 9 33 Setting dialing timeouts eee ee ee eeee esses eeeeeeeaeeeeaeeeeeeeeeeeeeeaeeeeaes 9 35 Changing timeouts with analog or Robbed Bit T1 lines 9 37 Modifying ambiguous dialing timeouts from auto attendants 9 37 Setting up emergency Cial
74. Unpark Parks the call so it can be retrieved from any phone or unparks a parked call Phone Page Performs the 15 command to place a page or intercom call Record Call Begins recording the call Pressing it again stops recording the call Redial Redials the last call received Release Disconnects the call Note that if another line appearance is ringing hanging up the phone will connect that line so Release gives the user a way to hang up without taking the new call Send to Voice Mail Sends the call to the user s voicemail 7 28 ADMINISTERING TELEVANTAGE Feature Description Set Personal Status Sets the personal status of your choice Click the Parameter column to select the personal status you want The button toggles between that personal status and Available Speaker Allows the user to use the speaker option on a phone without a Spkr button If your phone already has a Spkr button do not map this command to a button Two speaker buttons can conflict with each other Speed Dial Places a call to the number configured for that button Also lets you set the speed dial number If you have enabled Busy Lamp field for digital phones Speed Dial buttons light up when their target user is on a call See Enabling digital phone Busy Lamp Field for the system on page 7 31 Take Call Answers a ringing call or connects to a call you are screening Using line appearances Li
75. Users gt Edit All ViewPoint Settings See Modifying a user s ViewPoint settings on page 6 46 ViewPoint options are described in detail in Using Tele Vantage Some options can be set in both places You can set up users with standard defaults for your organization and then individual users can customize the settings further You also can restrict the options that users can customize These options are described in this chapter and in Using TeleVantage CHAPTER 6 MANAGING USERS AND ROLES 6 3 The Admin and Operator users Two default users come pre defined in TeleVantage as follows m Admin The Admin user belongs to the Administrators role The Admin user and all users who belong to the Administrators role are permitted to run the Administrator application and the Device Monitor application They also can perform all administrative functions You cannot delete or rename the Admin user and you can only change select logon permissions for the Admin user see Managing roles on page 6 46 You can give individual administrative permissions to any user for example permission to shut down the phone system without making the user a member of the Administrators role See TeleVantage permissions on page 6 50 m Operator The Operator user is the user to whom all calls are sent by default if they cannot be handled in any other way For example if a user s mailbox cannot be found the call is sent to the extension ass
76. Using the Trunk Log view on Trunk Log made by the system page 12 18 idl Manage TeleVantage IVR Plug ins Appendix G of Installing IVR Plug Ins which are custom interactive voice Tele Vantage EA response applications that you or third parties can create H 323 Manage TeleVantage H 323 Connecting two Servers using Gateways by which you can H 323 Gateways on Gateways exchange calls with remote page 15 39 tg TeleVantage Servers over the Internet j or an IP network SIP Servers Define SIP servers which allow Using SIP servers on ip TeleVantage to use VolP page 14 32 E communication through a third party SIP service such as a PSTN gateway device or a SIP provider like www broadvoice com sip View a list of all SIP end point The SIP Registration Bindings devices registered with the view on page 14 42 Registration TeleVantage Server Bindings G CHAPTER 2 THE TELEVANTAGE ADMINISTRATOR 2 5 Using the Tools menu The Tools menu of the Administrator offers additional Tele Vantage features not available from the views Command Description See Audio Output Lets you choose whether audio files play over your computer speakers or the phone associated with this workstation Working with voice files page 2 9 Backup Restore Database Backs up your TeleVantage files Backing up TeleVantage so that your system can be page 12 53 restored i
77. ViewPoint prompts you for your user name at startup password lt password gt Password for the user account you use to log on If you do not use this option the Administrator or ViewPoint prompts you for your password at startup Command line options backup Administrator only Performs an immediate online backup of the TeleVantage database using the current System Settings and then exits the Administrator when the backup is complete See Backing up TeleVantage on page 12 53 restore Administrator only Performs the same function as choosing Tools gt Restore Database see Restoring TeleVantage data on page 12 54 You can see any error results in a file by issuing the following command TVAdmin exe restore gt Restore txt Note that Tele Vantage Server registry settings which are backed up to the file TVServer reg are not restored when you use this switch Be sure to restore this file by opening it sentence Administrator only Enables the Tools menu selection Test Sentences which allows you to listen to system prompts in context over your telephone See Testing system prompts on page 13 11 ADMINISTERING TELEVANTAGE APPENDIX B H 323 GATEWAY CONFIGURATION WORKSHEET This appendix provides a worksheet to help you create a unified dialing plan before connecting TeleVantage Servers over H 323 Gateway connections By using this worksheet you can avoid conflicts between
78. Your changes are saved but they will not take effect until you manually restart the span To do so select any trunk in the span in the Trunks view and choose Trunks gt Restart Span 5 22 ADMINISTERING TELEVANTAGE Using a partial digital span In some cases you might want to use only part of a TeleVantage digital span and disable the unused trunks For example you may have purchased a partial T1 line from your telephone company or you may want to use some of the trunks for data rather than phone traffic To disable unused digital trunks in a span 1 In the Trunks view double click each trunk that you want to disable in turn The Trunk dialog box opens Uncheck both Accept Inbound calls and Allow outbound calls Click OK When you disable a trunk in this manner TeleVantage responds to incoming calls on it by playing a message that says The number you have dialed does not accept inbound calls Note Do not try to disable trunks for this purpose using the Device Monitor gt Disable Trunk command in the Device Monitor view Trunks disabled that way are enabled again whenever the Server is restarted and TeleVantage does not respond at all to incoming calls on those trunks Optimizing your ISDN settings When you are adding an ISDN trunk you can use the Tuning tab to change ISDN board parameters Any changes you make take effect after the current call ends To optimize your ISDN settings 1 Run the Dialogic Makecal
79. an ei Betor a Cl rom Nina or Paumbbar C to Nano or mambar Etema Cheong TIPtagpad tor Few up Cleat nee Claechern hates Firg thes recording for 1 SEDA Ordo renee by To use the Archived Recording Browser you log on using an archive browser user name and password Archive browser users do not necessarily correspond to TeleVantage users and you do not have to create an archive user browser for each TeleVantage user who needs to search for and act on mailbox recordings Multiple TeleVantage users can log on to the Archived Recording Browser simultaneously using the same archive browser user name and password Typically you create archive browser users with different levels of access rights and then provide the appropriate archive browser user name and password to those TeleVantage users who need to use the Archived Recording Browser For details on how to use the Archived Recording Browser to search for and act on mailbox recordings or to import a recording archive from TeleVantage 6 x see Appendix E in Using Tele Vantage Configuring the Recording Archive Service 1 To configure the TeleVantage Recording Archive Service choose Start gt Programs gt Vertical TeleVantage gt TeleVantage Recording Archive Service Manager The TeleVantage Recording Archive Manager opens Y Tele antage E E15 xi Service Start Continue rT Pause m Stop IT Auto start service Settings WTV14040 Sto
80. and share lines between phones See Using line appearances on page 7 29 m Map the phone s programmable buttons to additional TeleVantage commands See Mapping programmable buttons to TeleVantage commands on page 7 28 Digital phones that lack buttons On digital phones without a Hold button Spkr button or Cnf Trn button you can make those features available by mapping them to one of the programmable buttons See Mapping programmable buttons to TeleVantage commands on page 7 28 On digital phones without a message waiting indicator TeleVantage illuminates the LED associated with the Access Voice Mail feature key to show new voice messages Configuring a user s digital feature phone When a user s station ID corresponds to a digital feature phone the Phone Station Features tab of the User dialog box presents special options for configuring the phone Chris Brooks User x H User 5 Button Feature Parameter a P ang Mail 1 Primary Directory Number PDN T ya 3 2 Primary Directory Number PDN Good 3 Primary Directory Number PDN Station Features k 4 lt unassigned gt Ring Patterns Hands free 5 Speed Dial SD Joel Fello x 4172 Automatic Log Out 6 Speed Dial SD Operator x 0 Audio 7 Speed Dial SD GPS Carol Goonel GPS x 81 Hold Music 8 Park Unpark Voice Title 9 lt unassigned gt Disk Usage 10 lt unassigned gt Security 11 Speed Dial SD 610 964 666
81. are logged with the Organization of the user who started the conference call Creating an auto attendant for each Organization Assuming that each Organization has its own phone number you can define a separate auto attendant for each Organization Callers will then hear a greeting and menu choices specific to the Organization they re calling and they will be unable to accidentally dial users in other Organizations either by extension or dial by name To create an auto attendant for an Organization 1 Create a public workgroup containing the same users that are the members of the Organization For instructions see Creating a Workgroup on page 8 4 2 Define an auto attendant as described in Setting up an auto attendant on page 10 6 Check Restrict dial by name and extension matching to members of on the Menu Choices tab and select the workgroup 3 Route the trunk s corresponding to the Organization s phone number to the auto attendant See Assigning an auto attendant to a trunk on page 10 20 Alternately edit the auto attendant to give it the appropriate DID number See Creating a new auto attendant on page 10 7 Restricting outbound trunk use by Organization You can restrict the use of one or more outbound trunks to specific users such as the members of an Organization For example if one company within an office has paid for extra trunks for its business you can ensure that only members of that busines
82. as 15 34 Intel NetStructure PBX IP Media Gateway 15 32 Polycom 15 18 Uniden 15 13 receiving caller ID from gateways 15 48 spans 15 5 H 323 Gateways overview 15 39 creating 15 41 dialing services for 15 44 users for 15 45 worksheet for configuring B 1 H 323 Gateways view 15 42 hands free answering configuring 7 22 Help online 1 9 history in Call Log 12 15 in Device Monitor 12 8 hold audio 13 13 hold music adding sources for 13 14 for a user 6 29 for an auto attendant 10 17 for the system 13 13 testing 13 17 using files for 13 16 host based stack 15 2 hotline creating 7 32 hours defining business hours 3 7 HTML books 1 9 hunt group 5 5 importing Phone Number dialing service dialing exceptions 9 18 voice files 2 11 inbound call routing 10 2 auto attendant 10 4 extensions 10 21 inbound only trunks configuring 5 4 Intel PBX IP Media Gateway 15 32 IntelRTPResourceNeeds xls 14 2 14 7 international caller ID 5 15 Internet enabling calls over 9 3 ISDN adding a digital span 5 19 Megacom service with 5 31 optimizing settings 5 23 outbound caller ID on 5 27 ISDN BRI adding a digital span 5 21 ISDN Two B Channel Transfer 5 25 INDEX 5 joining calls system default for 3 14 user settings for 6 31 L languages installing additional 13 4 LBR codecs 12 37 licenses configuring a system without 1 5 line appearances on Toshiba phones 7 29 line current dropping
83. asan 8 6 Chapter 9 Managing Outbound Calls cccccsssteeeeeeseeeeeeeeeeeeeeeeees 9 1 Aboutidialing service8 0 2 2 2282 9 2 Dialing service types 0 ee eeeseesecereeeeesereneeeesetneeseseneeecesereneteneentes 9 2 Examples of using dialing services 0 0 ec eeeeeeeeeeeceeeeneeeeeeeeeeeeeeees 9 3 Testing trunks with dialing services 7 eeeeeeeeetneeeeeeeteeeees 9 4 The Dialing Services ViOW eseeescceeeneeeseecenerseneresneeeeaeeeneneeseners 9 4 Deleting or disabling a dialing service munnnanaawaanwanwnana 9 5 Hiding dialing SCrViCeS ee ec ceeeseeseeeeceeeeeeseeseaeeeeseeeeaeeeeseeseeeenees 9 6 ADMINISTERING TELEVANTAGE Disabling dialing services while creating them n se 9 6 Managing access codes eeeeeeeeeeeeeeeeeeeeeeeeeeeteeeeeteaeeseaeeeeneeeeseeeee 9 6 Tips on access codes and names for services nananana 9 6 Avoiding dialing ambiguities 20 0 eee eee cee eee ceeeeeeteeteeeeaeeeeeeeeneees 9 7 Creating a dialing service with access code O c cceeeeeteeeees 9 7 Changing an access code in users saved numbers 9 7 Setting default access codes for callbacks la mnnanananawanana 9 8 Changing the access code to select a trunk eee eeeeeeeeeeeeee 9 9 Adding a dialing service eee eeceeeseeeeneeeeeeeeseeeeeeeeeeneeseaeeeeneeeeeees 9 9 The Generalitab sii aha Hanna nama binan 9 10 The
84. auto attendant calls that select a specific menu choice or calls handled by a schedule rule For example you could have callers to your Customer Support line press 1 for Product A or 2 for Product B Each option would transfer the caller to your customer support queue but would set the Product variable differently Agents using ViewPoint s Call Monitor would see a Product column showing the product that each caller had selected Auto attendants can attach any number of call center skill requirements to calls bound for a call center queue letting you use skills based routing Skill requirements can be attached to all calls handled by the auto attendant calls that select a specific menu choice or calls handled by a schedule rule For more information see Chapter 3 of the Tele Vantage Call Center Administrator s Guide Auto attendants can be dedicated to a specific workgroup so that callers can dial only the extensions of users who belong to that workgroup The dial by name directory is similarly restricted In this way you can have multiple companies share your office and ensure that callers to one company do not reach users in another company by accident What callers hear The auto attendant recording that callers hear is composed of a series of short individual recordings The individual recordings are the following m Agreeting The greeting is the first thing the auto attendant plays when it answers a call for exa
85. auto attendant instead of the main auto attendant To assign multiple DID numbers to an auto attendant separate each number by a comma Description Information that describes the auto attendant m Organization Check this field and select an Organization to have calls to this auto attendant logged with that Organization Calls must end at the auto attendant to be logged with the selected Organization If the call proceeds to a user it will be logged with the user s Organization For more about Organizations see Using Organizations on page 11 2 As a further way of segregating auto attendant use by Organization you can restrict dialing by membership See Restricting an auto attendant to members of a workgroup on page 10 14 CHAPTER 10 HANDLING INBOUND CALLS 10 7 3 Record a greeting that plays when callers first reach the auto attendant A typical greeting is Thank you for calling Barchetta Industries If you know your party s extension you can enter it at any time For more information see Using the audio controls on page 2 10 4 Click each of the remaining tabs to finish creating the new auto attendant m Menu Choices described in the next section m Scheduled Actions described in Scheduling transfers and greetings on page 10 14 m Hold described in Setting up an auto attendant s hold music on page 10 17 5 Click OK on any tab to save the new auto attendant To activate
86. available to users leave Enabled checked Clearing the check box disables the dialing service so that users cannot select it Disabling can be useful while you are in the process of creating or troubleshooting the dialing service Show in ViewPoint To hide this dialing service in ViewPoint uncheck this field Hiding a service from ViewPoint is typically done for testing purposes or to make the service available only via a routing service See Hiding dialing services on page 9 6 m Can be dialed To prevent users from using the dialing service s access code uncheck this field Making the access code non dialable is typically done to make the service available only via a routing service For testing purposes you would leave this field checked ADMINISTERING TELEVANTAGE Completing the General tab To complete the General tab enter the following information if it applies to the service type you are adding Each field is described in the following sections Collect all digits before dialing on trunk See the next section m Dial prefix and suffix See page 9 11 Minimum and maximum number of digits See page 9 12 m Prevent hold transfer and other call control See page 9 12 m H 323 Gateway and remote Server information See page 9 12 Collect all digits before dialing on trunk Check this field to have TeleVantage wait until the user finishes dialing before sending the complete dial string to the phone company Un
87. be captured 199 Informational Server is now capturing network traffic Disk space is available 200 Error Username lt name gt has been locked out from SIP authentication for N seconds due to N repeated authentication failures See Increasing SIP span security on page 14 17 for more information 201 Error New voice mail call notification failed for user lt name gt Unable to reach lt name gt 202 Warning Network capture was unable to start because it was unable to discover a valid NIC CHAPTER 12 MONITORING AND MAINTENANCE 12 33 203 Warning Network capture was unable to start because no valid WinPCap library The following two errors occur when you start the Intel Dialogic drivers if you do not have any DM3 telephony boards installed These errors are benign and should be ignored 204 Error This beta version of the Server has expired The Server will be able to process calls from stations or logged in trunks until it is upgraded to a newer version Please contact your TeleVantage provider for a newer version 205 Warning This beta version of the Server will expire on lt date gt On this date the Server will not be able to process calls from stations or logged in trunks until it is upgraded to a newer version Please contact your TeleVantage provider for a newer version as soon as possible 206 Error Server logging has been disabled due to a disk operation error Failed to open log
88. be used to return an H 323 IP call typically a NetMeeting call that did not come from a remote Tele Vantage Server When returning a call that came from a remote TeleVantage Server the system automatically uses the correct access code required to reach the remote Server Default SIP address access code Select the access code for SIP Internet dialing service that will be used to return a SIP call Click OK ADMINISTERING TELEVANTAGE Where the default access codes appear In the Administrator the Default column of the Dialing Services view shows the current defaults for phone number and Internet callbacks In ViewPoint the Place Call To dialog box always opens with the current default dialing service for phone numbers selected the user can also choose a different dialing service to place a call When you import contacts new phone numbers and IP addresses automatically receive the default access codes Changing the access code to select a trunk TeleVantage enables users to choose a specific trunk on which to place an outbound call by dialing a special access code followed by the trunk number they want Users must have the permission Select a specific trunk for outbound call to use this command To change the access code to select a trunk do the following 1 Choose Tools gt System Settings then choose the Internal Dialing tab 2 In Select a trunk enter the access code that users dial to select a specific trunk 3
89. been re sampled or recorded as MuLaw PCM Mono 8 kHz which is the format used in TeleVantage This will ensure that your selection is based on how the voice will actually sound when used in your Tele Vantage system CHAPTER 13 MANAGING SYSTEM PROMPTS AND AUDIO 13 7 Keep in mind that high pitched voices and high frequency sounds degrade more as a result of this type of re sampling which may result in considerable change in higher frequency sounds at telephony bandwidth Using the standard TeleVantage voices To add or modify prompts using one of the standard TeleVantage voices contact Marketing Messages as shown in the following table They provided the original set of prompts Marketing Messages can record new voice files using the standard voices Language Voice U S English Ellen Latin American Spanish Claudia U K English Helen French Parisian Sylvie French Canadian Gisele German Anneli Contact Marketing Messages as follows Marketing Messages 51 Winchester Street Newton MA U S A 02461 800 486 4237 phone 617 527 3728 fax http www marketingmessages com Providing files to the vendor After you have selected a voice you must provide your vendor with the list of prompt files and the text of each prompt to be recorded The list of prompt files is available in the System Prompts and Prompts section of the TVLENOO INI file You also need to provide
90. but have extra security on certain phones by setting up for extension password authorization If a SIP phone without proper credentials contacts TeleVantage it is treated not as a TeleVantage station but as a normal incoming trunk call and is connected to the auto attendant defined for the SIP span CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 15 To set up SIP phone authentication 1 Edit the SIP span and go to the Inbound Authentication tab Undefined SIP Span General Codecs NAT 7 Firewall Inbound Authentication Inbound Request Handling Turing Trunks r Authentication Default user name OT Default password Ft Station identification Allow SIP stations without authentication credentials gt Bealm fo Nonce timeout fo Gop kba 7 r Security T Only allow requests within the local network not from the Internet Allow direct calls from the Internet using sip lt ext gt 207 79 15 11 Allow All X Account lockout Lockout threshold fo Lockout duration 3600 Lockout reset interyal fi 80 Cancel Help Enter a Default user name and Default password of your choice Set Station identification to SIP stations must have authentication credentials The other options operate as follows m Allow SIP stations without authentication credentials SIP phone external stations can place outbound calls through TeleVantage without using authenticati
91. defined at the Internet span level click Use codecs from Internet span m To override the Internet span codecs with specific codecs for this dialing service click Use the following codecs 2 If you chose Use the following codecs do the following m Check the Enabled column for the codecs you want to use m Click the up or down arrows to move a specific enabled codec in the list 3 Click OK CHAPTER 9 MANAGING OUTBOUND CALLS 9 15 The Location Settings tab E E Phone number Phone Number Service EI General Trunks Location Settings Dialing Exceptions Permissions Country Region United States of America 1 x Long distance prefix fi International prefix or 1 Area code fet 7 fe Dial local numbers without area code T Include long distance prefix in area code The Location Settings tab is used by Phone Number and Internet to Phone Number dialing services TeleVantage uses location information to format and dial telephone numbers entered in ViewPoint or collected from Caller ID information Identify the local and long distance phone number formats used to dial using this service as follows Note Country Region Choose the location of the TeleVantage Server Long distance prefix Enter the prefix required to dial a long distance number from the Server location In the U S enter 1 Outside of the U S and Canada the long distance prefix is typically 0 International prefix Enter the prefix required t
92. depending on which phone type you select Only settings that are selected will be applied to users as as illustrated below I Enable handsfree answering Hands free answering will be turned on for the selected users T Enable hands free answering Hands free answering will be turned off for the selected users M Enable hands free answering Hands free answering will be left unchanged Settings that are not selected will be left as currently set for the user Phones with feature button assignments Toshiba and other digital phones have the choice Do not apply on the dropdown list for each button Choosing Do not apply is the same as unchecking a application checkbox those settings will be left as is when applied to users For information on any of the fields see Assigning and configuring a user s station on page 7 12 When you have indicated all of the settings you want to change click Next to choose the users to which they will be applied The second screen of the Phone Templates Wizard opens Phone Templates All users Name Admin x 100 Administrators Len SoftPhone x 143 Len WinMessenger x 144 Lou Antander x 133 Miri Anatolia x 555 User 102 x 102 2 MSI User 134 x 134 34 EXT Selected users Name Cecilia St John x 103 Nathaniel Chestnut x 104 In the All users pane select the users to whom you want to apply the settings then click Add Hold down th
93. device you can view the following information Name Description Display name The display name of SIP URI account associated with the device Registration URI The IP address of the TeleVantage SIP span to which the device is registered If you have only one SIP span all SIP devices will be registered to that IP address Contact URI The IP address of the physical SIP device Registration time The date and time of that SIP account s most recent registration with TeleVantage Expires The number of seconds until the current registration expires Remote transport binding The device s IP address and port number as carried by the REGISTER request Note that if the REGISTER request was sent by a SIP device residing behind a NAT then this will show the public IP address and port number of the NAT device not the SIP device 14 42 ADMINISTERING TELEVANTAGE Name Description User Agent A description of the device contained in the User Agent field of the REGISTER request Some SIP devices send this information and some do not It is internal to the device and cannot be configured Unregistering a SIP phone By selecting a SIP phone that is registered with TeleVantage in the SIP Registration Bindings view and deleting it you can immediately cause the SIP phone to unregister with Tele Vantage Supporting SIP calls over NATs firewalls TeleVantage systems using SIP
94. dialog box for information see About the User dialog box on page 6 10 and the sections following it For each field double click the Import Action cell in its row and choose one of the following from the dropdown list m Ignore The TeleVantage user field will be left blank You can use this for fields that do not have a corresponding field in Active Directory for example Password Note that before importing you will have a chance to manually fill in any blank fields see the next section m Import from Active Directory The Tele Vantage user field will be populated by the Active Directory field listed in the Action Details cell To populate from a different Active Directory field double click the Action Details cell and select the new field from the dropdown list m Auto number starting at This option is meant for unique numeric user data such as extensions and station IDs Double click the Action Details cell to enter the starting number of your choice Imported users will receive incremental numbers starting from that number You can choose any of the following options while editing the import map m Reset Sets the map back to the state used for the last import operation m Clear Sets all map fields to Ignore m Default Sets the map back to the TeleVantage default CHAPTER 6 MANAGING USERS AND ROLES 6 41 m Export Saves the map to an XML file You can then import the XML file for a later batch of users that you wan
95. digit that indicates the start of the DID information The digit type is Filler and the number of digits to collect is 1 CHAPTER 5 MANAGING TRUNKS AND SPANS 5 13 m Collect the DID digits sent by the carrier The digit type is DID You collect a variable number of digits up to the filler digit m Collect the ANI digits sent by the carrier The digit type is ANI You collect a variable number of digits up to the filler digit To collect digits on an analog trunk 1 2 Choose Tools gt System Settings Choose the Analog Trunks gt Digit Collection tab Any digit collection actions that already have been defined appear in the list under Current actions Analog Trunks Digit Collection Organizations aj Wait 2000 milliseconds before collecting digits Business Hours Licenses C ions Dial by name Directory Get 7 DID digits E mail Notification Get 10 DID digits Security Audio Call Log and Trunk Log Internal Dialing FF External Dialing Emergency Recordings Queue Storage Analog Trunks Caller ID Digit Collection ee Panart Wizard zi H E 1 0 0 Edit Delete OK Cancel Help In the Wait field enter the number of milliseconds that you want TeleVantage to wait for the analog DID interface device to send digits Click Add to add an action to the list under Current actions or click Edit to modif
96. features such as message waiting light Caller ID display intercom paging or voice first answering Voice resources will continue to be allocated for other tasks such as playing and recording voice files For more information on managing voice resources Installing Tele Vantage 147 Error No Voice Resource Available For System Call Recording 148 Error Removing Failed Sink lt name gt CHAPTER 12 MONITORING AND MAINTENANCE 12 27 149 Warning Database size is nearing critical limit Archive call log or upgrade to full version of SQL Server Your TeleVantage database is nearing the 2GB limit of MSDE Archive the Call Log to make more room see Archiving the Call and Trunk Logs on page 12 51 or upgrade to the full version of SQL Server if you have not done so already See the database server requirements in Installing Tele Vantage 150 Error Database size has passed the critical limit and call logging has been stopped Archive call log or upgrade to full version of SQL Server New calls are not being written to the Call Log because the Tele Vantage database has passed the critical MSDE size limit about 2 GB Archive the Call Log to make more room see Archiving the Call and Trunk Logs on page 12 51 or upgrade to the full version of SQL Server if you have not done so already See the database server requirements in Installing Tele Vantage 151 Informational Hook State mismatch occurred on station N 152
97. field is if their H 323 phone provides its own internal call history If unchecked that history would show calls as being longer than they really were Tele Vantage s Call Log logs the calls correctly Checking the field would make the phone s call history accurate 9 Check Automatically change address to location of last login to have Tele Vantage automatically reset the external station to the phone s IP address whenever the phone logs into Tele Vantage for example when the user picks up the phone The IP phone must be properly configured to automatically log in as described in its configuration section in this chapter This setting should be used for IP phones using DHCP dynamic IP addresses if a static IP address is not available 10 For the user to pick up the phone and make TeleVantage calls TeleVantage must be able to identify the station Choose one of the following identification methods m Identify station using phone s PLAR connection string TeleVantage identifies the station using the phone s Private Line Automatic Ringdown PLAR setting defined in the phone s configuration See the phone s section in this chapter m Identify station using phone s IP address TeleVantage identifies the station if the incoming IP address matches the external station Address field above Use this option if the phone has a static IP address If TeleVantage cannot identify the phone then on pickup the user is connected to the
98. file containing individual VOX recordings of variable information Variable information for example numbers and dates is used to build more complex prompts m VOX files There is a separate VOX file for each sentence and phrase in Tele Vantage The VAP and VOX files are used together to produce the complete prompts that callers and users hear For example in the sentence prompt You have three new messages and twelve saved messages the words three and twelve come from the VAP file The American English V AP and VOX files are located in C Program Files TeleVantage Server Vfiles EN00 The American English VAP file is called TVLENOO VAP The recording process To record a complete set of system prompts you must do the following m Record the VAP file m Build the indexed VAP file m Record the VOX files m Test the new prompts m Deploy the new prompts Recording system prompts professionally If you choose to obtain professional recordings you should choose a voice vendor with experience in telephony recording and then m Select a voice m Provide the appropriate files to the vendor in formats they can use m Test the new prompts for voice quality usability file naming accuracy and indexing accuracy m Deploy the new prompts Selecting a voice The vendor will often provide you with 44kH7 full bandwidth voice samples from which to choose Ask your vendor to provide voice samples that have
99. for the system on page 5 29 The current setting is displayed in parentheses m Organization name The name of the user s Organization if one is defined The current name is displayed in parentheses m User name The user s TeleVantage name displayed in parentheses Custom name Whatever you enter in Calling party custom name The user can make their own selection including a self customized name in ViewPoint The User Numbers tab The User Numbers tab lets you view and edit the numbers that appear in the user s My Numbers list in ViewPoint To enter or edit a user s number 1 Click the type of number you want to enter or modify for example Home or Mobile then click Edit To delete a number click it then click Clear 2 If the Call Using field is present select the dialing service to use when placing calls to this number 3 In the Number Address Email or IM address field enter the phone number IP address email address or instant messaging address 4 Check Public to give other programs access to the number for example an add in that automatically dials certain numbers If unchecked other programs cannot read or access the number 5 Click OK to return to the User dialog box Click OK to close the User dialog box CHAPTER 6 MANAGING USERS AND ROLES 6 17 The User SIP Accounts tab The User SIP Accounts tab lets you define individual SIP accounts for the user It is needed only i
100. format Each file sequence used as a hold audio source consumes a voice resource TeleVantage provides a selection of classical jazz and new age music VOX files that you can use as royalty free hold music within TeleVantage The files are located on the TeleVantage Master CD in the MusicOnHold folder Note that the only legal use for the music files is with TeleVantage The music files were created by Marketing Messages www MarketingMessages com visit their website for other musical options 13 16 ADMINISTERING TELEVANTAGE To create a sequence of audio files as a hold audio source 1 In System Settings add a hold audio source of type File as described in the previous section through step 4 Name ji cc Cl Description CF O Type fie File s B Note One voice resource is consumed for each file based hold source Cancel Help 2 Click the browse icon next to File The Hold Audio Files dialog opens displaying the file sequence as defined so far Hold Audio Files Name Description Bs Add Edit Delete Cancel Help TeleVantage will play the files in the order displayed You can edit delete or reorder files in the sequence using the buttons provided 3 Click Add The Audio File dialog box opens Click the Import icon a and select the audio file to add to the sequence Type a name for the file in Contents then click OK Repeat this step to add as many files as you want t
101. fraudulent access If someone provides a spoofed IP address to the phone that person could access TeleVantage as the user without needing a password and place calls For more on protecting your system from toll fraud see Appendix I of Installing TeleVantage You can have Tele Vantage require a connection string for IP phones defined as external stations To do so using the Advanced Setting EnableIPAddressMatch see Appendix J of Installing Tele Vantage for instructions on advanced settings 15 14 ADMINISTERING TELEVANTAGE Assigning an IP address to the Uniden phone By default the Uniden IP phone does not use DHCP Note If you have a DHCP server on your network it is easiest to enable DHCP on the phone and automatically have the phone obtain a valid IP number Subnet Mask LAN gateway etc You can then connect to the phone using a web browser as described in the previous section and change any setting you wish including disabling DHCP and setting a static IP address To assign an IP address to the phone using DHCP 1 Press MENU up arrow up arrow so the phone s LCD screen says Configuration Press SELECT up arrow SELECT 2 Enter the password the default password is 654321 then press SELECT The Network Configuration menu appears 3 The first screen indicates whether DHCP is enabled or disabled To enable DHCP if it is disabled press SELECT up arrow SELECT and SELECT again to restart the phone When the phone
102. included with the TeleVantage Services installer See Installing Tele Vantage for instructions For other SIP phones leave Generic SIP device selected 14 12 ADMINISTERING TELEVANTAGE 10 Click the Phone Station Features tab Phone Station Features User Voice Mail Phone Call Announcing SIP header field value info alert autoanswer External Station I Supports auto answer via SIP header field SIP header field name a JV Stutter dial tone Station Features Hands free I Voice first answering Automatic Log Out PAA GA a ay E Audio I Automatically go off hook when alerting station E Security Iv Identify station using phone s SIP address a gune Authenticate using Dial by name Directory Ma ViewPoint SIP span s Inbound Authentication settings User s extension and password C Station credentials Authentication user name d Authentication p Confirm password Previous Nest 11 Choose any of the following SIP phone features Supports auto answer via SIP header field Check this field if the SIP phone supports auto answer which is the ability for a SIP phone to automatically go off hook when it receives calls with a special message Vertical Aastra SIP phones support this feature so you should check the field for those phones When checked the phone can be used to receive pages and intercoms or be configured for voice first answerin
103. is a protocol used to compress and packetize voice audio into digital signals for transmission over an IP network When an IP call is established between two devices the devices automatically choose which codec to use This choice is based on whether the codec is available to both devices and how highly the codec is preferred by both as follows m When TeleVantage initiates a call it constructs the list of codecs in the order specified in the SIP span or dialing service and places the list in the session description of the outgoing INVITE request Normally the end point destination selects one codec out of the list and sends its response with the selected codec in the session description That codec is used in the call m When TeleVantage is the recipient of a call it receives a list of codecs in the session description of the incoming INVITE request and picks the first codec in the list which is supported by the receiving SIP span Note that the order of codecs in the SIP span doesn t matter when receiving calls codec priority is set by the remote party The Codecs tab on the SIP span dialog box lets you make codecs available to your device and arrange them in order of preference The codecs with a check in the Enabled column are the ones available for use with Tele Vantage these are grouped at the top of the list The enabled codecs are listed in order of preference an order you can change For example you may prefer one codec over a
104. is disconnected with the reason rejected m Ifthe queue is too busy the call is disconnected with the reason busy m _ If the call has exceeded the queue s maximum wait time it will be disconnected with the reason busy CHAPTER 5 MANAGING TRUNKS AND SPANS 5 9 Disconnecting accepted calls on E1 CAS trunks On E1 CAS trunks calls in the accepted state are disconnected as if on analog trunks that is TeleVantage waits for the calling party to disconnect the call Calls are placed in the accepted state in the following circumstances m TeleVantage tried to connect the call to a station and the station has been ringing or played call waiting m TeleVantage tried to connect to an external number and it received an alerting indication from the network during that connection attempt m TeleVantage tried to connect to a queue that is neither closed and nor too busy Delayed Answer and the Call Log When Delayed Answer is enabled all calls continue to show up in the Tele Vantage Call Log even calls that were not answered in a telephone company sense The Trunks view Click Trunks in the view bar to open the Trunks view Trunks Yertical Tele antage Administrator File Edit View Tools Trunks Help a 7 GB X pat vy Enable DM3ISDN Trunks Number Type Inbound Outbound Rings Retrieve DID Centrex Span 1 g 2 Trunk Workg
105. login changes the login behavior through this auto attendant only Users logging in from a station s dial tone always have the default behavior To customize user login 1 In the Auto Attendant dialog box click the Menu Choices tab 2 Click Add The Edit Menu Choice dialog box opens 3 From the Perform action dropdown menu select User login r When caller presses 5 Perform action User login X JV Bypass account menu and transfer to extension User Account Management x 203 hd Check Bypass account menu and transfer to Select the destination extension from the dropdown list Click OK Avoiding the auto attendant ambiguous dialing delay By default when a caller dials an ambiguous number at an auto attendant there is a 3 second delay while the system waits to see if the number is complete For example if the auto attendant has a menu choice accessed by pressing 2 and an extension 200 a caller pressing 2 will experience the delay while the auto attendant waits to see if more digits are coming You can bypass or change the delay in the following ways m The caller can press after dialing the number This signals that the number is complete and the caller is connected without delay CHAPTER 10 HANDLING INBOUND CALLS 10 19 m You can modify your dialing plan to eliminate ambiguous numbers See Avoiding dialing ambiguities on page 9 7 m You can turn off extension dialing if the auto attendant is m
106. m G 711 ALaw G 711 MuLaw Also known as PCMU Supported by all VoIP devices but high bandwidth 64 kbs Note that the recommended frame size for G 711 codecs is 20ms m G 729a Offers a good balance between sound quality and bandwidth 8 8 kbs m G 723 1 5 3 kbs or 6 3 kbs m GSM 13 0 kbs Using more than one SIP span If your system uses SIP phones as external stations and also interacts with an external SIP server for example a PSTN gateway or a SIP provider like www broadvoice com you may want to create two SIP spans one for station traffic and one for external SIP service traffic This setup provides the following advantages m Added security You can set the external SIP service span to disallow station access entirely Because stations allow privileged access to Tele Vantage including the ability to place outbound calls through the Server this setup protects your system against potential toll fraud from hackers working through the gateway or provider For more about protecting your system from toll fraud including SIP station protection see Appendix I of Installing TeleVantage m Control over resource usage The two span setup prevents the case when many SIP stations are in use at once utilizing all SIP trunks By confining the SIP stations to their own span you ensure that even when the span is fully utilized incoming calls from the gateway or provider can still arrive CHAPTER 14 CONFIGURING SIP INTERNET TELEP
107. name as this may conflict with creating a SIP account for that user This field uniquely identifies the phone on the Tele Vantage SIP span so whatever text is specified here must also be entered in the SIP phone s Username field when you configure the phone For instructions on configuring a SIP phone see the appropriate phone section later in this chapter m SIP URI Choose this method if the SIP phone is already registered with a third party SIP service such as lt www broadvoice com gt or fwd pulver com and you want to receive calls from Tele Vantage too Enter the phone s SIP URI for example sip 518589 fwd pulver com This option is also useful if the SIP phone is already registered to another TeleVantage Server It can also be used if your remote SIP phone cannot register with Tele Vantage due to firewall configuration issues but can register with a third party SIP service such as Broadvoice Note that when using this option calls from the phone will be placed CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 11 over the phone s SIP service not TeleVantage so you cannot dial TeleVantage extensions without first dialing the TeleVantage Server s SIP span address 7 Set Interpret as Flash using Intel voice resources as follows m For SIP phones configured through a Sipura FXS port check the field See Configuring a Sipura FXS port as a Tele Vantage external station on page 14 25 m For all other SIP phones
108. name of the TeleVantage Internet span This is the IP address assigned to the Ethernet interface on the Internet telephony board Callers with NetMeeting 3 0 or later can navigate TeleVantage using NetMeeting s built in touch tone keypad NetMeeting Not in X Call View Tools Help 5 fo fa f Not in a call a Calling a TeleVantage DID number from NetMeeting If you configure NetMeeting to use a TeleVantage Server as a gateway TeleVantage interprets numbers dialed by NetMeeting as DID Therefore NetMeeting users can call any TeleVantage user auto attendant ACD workgroup or IVR Plug in with a DID number CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 37 To configure NetMeeting to use a TeleVantage Server as a gateway 1 Start NetMeeting 2 Select Tools 5 Options 3 Click Advanced Calling Options to open the Advanced Calling Options dialog box 4 Check Use an H 323 Gateway to call telephones and video conferencing systems 5 Enter the IP address or DNS name of the TeleVantage span for example 123 45 67 89 or myiplinkaddress mycompany com 6 Click OK Any numbers entered in NetMeeting now are sent to TeleVantage as DID For example placing a call to 1234 in NetMeeting will call the TeleVantage auto attendant user or IVR Plug in that has a DID of 1234 Using Windows Phone Dialer as an H 323 terminal A standard installation of Windows 2000 or later includes Phone Dial
109. not appear in this list you must unassign it from the user who shares it To change a user s station ID see Assigning a station ID on page 6 13 Repeat the steps in this procedure until you have added all E 911 stations then click OK to close the System Settings dialog box How E 911 calls work If E 911 is enabled and the E 911 device has been installed and configured correctly an emergency call from any station is automatically routed to one of the E 911 stations As soon as the E 911 station takes the call the station ID of the caller s station is passed to the E 911 device The E 911 device then calls the emergency center directly over a dedicated trunk If for any reason the emergency call cannot be placed using E 911 service TeleVantage automatically places a standard 911 call to the emergency center using the local carrier Troubleshooting E 911 Causes for failure of an E 911 call include the following All the E 911 stations are busy The E 911 device fails The dedicated trunk from the E 911 device to the emergency center is down The trunk does not respond within a certain time period E 911 service is not enabled in TeleVantage CHAPTER 9 MANAGING OUTBOUND CALLS 9 39 CHAPTER 10 HANDLING INBOUND CALLS CHAPTER CONTENTS About inbound call routing 0 0 eee eee About auto attendants 0 0 00 0c eee Setting up an auto attendant 0000s Routing calls to users rsi
110. number of VoIP protocol parameters It is never necessary to modify this file for use with TeleVantage Troubleshooting a Polycom IP phone If you can place a call to a Polycom IP phone but not place a call from or hear dial tone on the phone or if you hear a quick burst of dial tone but then silence the PLAR login is not working for some reason Do the following m Verify the login string Make sure the login string specified in the lt UserFile gt cfg file is a valid one and using the correct password To test dial the login string from a station phone using characters instead of and make sure you log in as the correct user m Recheck the MAC address Make sure the lt MACid gt cfg file is named with the proper MAC address An easy way to confirm the MAC address is to press and hold the Setup softkey button and read the ENet address It may also be on a sticker on the back of the phone Copy the lt MACid gt cfg file with the name 000000000000 cfg This will be read by default by any phone when it does not find a file with its MAC address CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 31 Update the timestamp on the lt MACid gt cfg file to force it to be reread when the phone is rebooted Confirm the name and accessibility of each of the files on the TFTP server Make sure the lt MACid gt cfg references the correct files and that the files exist in the directory named in this file Make sure that the file
111. on a T1 or E1 trunk No new calls can be handled in this state and any existing calls are disconnected Check for hardware problems for example unplugged cables Restarting the trunk may also help unblock it If a trunk is frequently Blocked check with your telephone company Device type mismatch The Detected Device the physical trunk line attached to the port does not match the Configured Device Device not detected No device type has been configured Enabling and disabling trunks For testing purposes you can enable or disable one or more trunks without shutting down TeleVantage Select the trunk and choose Device Monitor gt Disable Enable Trunk You can disable multiple trunks at once by CTRL clicking them in the Device Monitor The Enabled column in the Device Monitor view reflects the current state of a trunk When a device is disabled TeleVantage does not process any events for the device No calls either inbound or outbound can be placed on the disabled device While the device is disabled you can run various Dialogic utilities on the trunk such as ISDIAG or DMU to determine the CHAPTER 12 MONITORING AND MAINTENANCE 12 9 correct call parameters or troubleshoot the trunk You can then apply these parameters to the TeleVantage registry enable the device and try placing a call again Disabling a trunk does not allow you to modify Dialogic settings The following restrictions on modifying Dialogic s
112. on call disconnects 7 15 lockout 3 12 6 30 logging on from voice mail greeting 6 19 options A 1 options from auto attendant 10 19 to Administrator 2 2 using command line arguments A 1 Maintenance Log view 12 11 manuals ordering printed 1 6 Marketing Messages 13 8 MDMF display phone format 7 7 Megacom service with ISDN 5 31 memory use 12 2 menu choices 10 8 messages moving voice files to regain space 12 52 Microsoft Exchange synchronizing with 3 10 Microsoft NetMeeting calling DID number from 15 37 calling Server from 15 37 placing calls to from station 15 36 from ViewPoint 15 35 using with TeleVantage 15 34 mobile phones issues with forwarded calls 7 19 monitoring calls system default for 3 14 user settings for 6 31 moving Server to another machine 12 55 voice files 12 52 MP3 12 40 multiple companies See organizations multiple line appearances 7 14 multiple users 7 3 music on hold adding sources for 13 14 for a user 6 29 for an auto attendant 10 17 for the system 13 13 testing 13 17 using files for 13 16 My Numbers editing 6 17 N Navigation pane enabling 6 34 NetMeeting see Microsoft NetMeeting network capture logs 12 59 no call handling 9 12 no call progress 9 12 notifications scheduling 6 23 setting business hours 3 7 null stations 7 34 numbers blocking specific 6 56 O off bus routing 14 46 offhook alert audio 13 13 offhook auto dialing 7 32
113. on the navigation bar to go to the Phone page Assign the appropriate phone set types and Gateway extensions to the ports of the Gateway device Because the Gateway extension displays on the phone it s best to assign a Gateway extension that matches the Tele Vantage extension of the Gateway phone s user For example if Rob Smith s Gateway phone is attached to Port 1 and his TeleVantage extension is 215 then assign Port 1 a Gateway extension of 215 7 Select H 323 on the navigation bar to go to the H 323 page Make sure that Gatekeeper Mode is set to Proxy In the Proxy IP Address field enter the IP address of the TeleVantage Server s Internet telephony board 8 Select Import Export on the navigation bar to go to the Import Export page Click Export Settings and export the settings to a configuration text file 9 Leaving the Import Export page open in the browser window open the exported configuration text file in a text editor such as Microsoft Notepad Make the following changes there do not enter the periods at the end of the following lines m Find the line External Call Control Mode Login Sequence For all ports set telPhdExtSeqLogin to m Find the line External Call Control Mode Transfer Sequence For all ports set telPhdExtSeqTrans to 1 m Find the line External Call Control Mode Conference Sequence For all ports set telPhdExtSeqCon to m Find the line External Call Control Mode Re
114. one location and connect to the PSTN at any remote location Using this approach your TeleVantage Server could be in Boston and the gateway device could be at a remote office in New York or San Francisco m Internet Telephone Service Providers ITSPs These companies provide a VoIP connection to the PSTN for a nominal monthly fee An example is Broadvoice www broadvoice com ITSPs provide customers with real phone numbers and deliver calls to that number via VoIP Likewise your calls to the ITSP over VoIP ring PSTN users as calls coming from your phone number With such a service you do not need a PSTN trunk on site to place and receive calls although it is wise to still have one in case you have a failure connecting to the ITSP over the Internet m Private Networks These are subscription based directory services that use the SIP protocol and allow you to place calls to other registered users within the network An example is www freeworlddialup com m Other TeleVantage Servers With a SIP server connection to another Tele Vantage Server you can place calls using VoIP to another TeleVantage Server However this approach does not provide all of the features of a H 323 Gateway which requires the H 323 protocol See Connecting two Servers using H 323 Gateways on page 15 39 for more information 14 32 ADMINISTERING TELEVANTAGE The SIP Servers view You must create a separate SIP server for each external SIP gateway FXO devic
115. one that is used for the call Before dialing a call A user can press 11 before dialing a call to enter an account code for that call The user picks up the phone and dials 11 lt account code gt lt access code gt lt phone numbers In the following example spaces are shown for clarity 11 8877 9 212 123 4567 In this example 8877 is the account code and 9 is the access code In ViewPoint users can enter an account code before placing a call by using the Place Call To dialog box or the Dial field in any view To do so they type the phone number then a vertical bar then the account code After a call has finished In ViewPoint a user can enter an account code for a completed call by selecting the call in the Call Log and choosing Actions gt Enter account code The user must have the permission Access Call Log folder set to View and Edit see TeleVantage permissions on page 6 50 Indicating the end of an account code When users use the phone to specify account codes TeleVantage detects the end of an account code when any of the following occurs m The account code reaches the maximum number of digits To define the maximum number of digits see Setting general account code options on page 11 8 The user presses Three seconds elapse after the user entered a digit The system uses the digits already entered as the account code that the user intended to enter If a user does not enter an accoun
116. operations in the Device Monitor view 12 58 ADMINISTERING TELEVANTAGE To restart a station or trunk 1 Do one of the following m To restart a single device select the device and choose Device Monitor gt Restart Station Restart Trunk or Restart Span The Restart Span command is available for digital trunk types and restarts all trunks in the span m To restart multiple devices press CTRL or SHIFT while you select trunks or stations right click and then choose Restart Devices on the shortcut menu You cannot restart both trunks and stations in the same operation 2 Click Yes to confirm the restart Starting a new Server log Choosing Device Monitor gt Start new Server log creates a new TeleVantage Server log file Perform this operation only under the direction of your Tele Vantage provider Capturing network troubleshooting logs By default TeleVantage continually captures network traffic information and writes it to logs that can help simplify the troubleshooting of client server or voice over IP communications issues Network capture logs capture the following protocols m Session Initiation Protocol SIP Realtime Transport Protocol RTP turned off by default m Trivial File Transfer Protocol TFTP m Address Resolution Protocol ARP m Internet Control Message Protocol ICMP m Transmission Control Protocol TCP H 225 H 245 m Microsoft Distributed Component Object Module DCOM m Dynamic Hos
117. over your Centrex trunks You can create a Centrex PBX dialing service access code 6 and a Phone Number dialing service access code 9 that route calls to the same group of trunks You can define the Phone Number dialing service to automatically prefix another 9 to the number dialed by the user so that the user gets an outside line from the Centrex system m Take advantage of use telephone company services For example you can create a Cost Saving dialing service that automatically prefixes all numbers with the 10 10 xxx code belonging to the carrier of your choice The user dials only the access code and the phone number Testing trunks with dialing services You can also use dialing services to install and test new trunk lines without interfering with live call handling on the TeleVantage Server You add the new trunks to a service that you use for testing After the trunks work properly you can move them to the default Phone Number service or another dialing service that users access to place calls You can also use dialing services to isolate problem trunks from your system without interrupting service Remove them from the dialing service and the Server will no longer use them to place calls The Dialing Services view To add edit and delete dialing services click Dialing Services in the view bar The Dialing Services view opens Dialing Services Yertical Tele antage Administrator x g Dialing Services
118. paging or intercom while on hook However if your regular analog phone is off hook and in hands free mode you can use these features too 7 20 ADMINISTERING TELEVANTAGE m Caller ID Tele Vantage sends Caller ID name and phone number to the user s phone on an incoming call along with the date and time of the call Caller ID is sent for TeleVantage users and external callers as well as for contacts who can be identified by TeleVantage TeleVantage may also send P indicating a private call or O indicating an out of area call m Caller ID on call waiting TeleVantage delivers Caller ID information while the user is on another call so that the user can decide whether or not to accept the incoming call When this option is used the first call waiting beep is a different tone than the second beep because the first beep is a special ADSI Alert Tone You can change the volume of the first beep by modifying the registry key DXCH ADSIALERT AMPL See Appendix J of Installing TeleVantage m Message waiting indicator TeleVantage notifies the user when a new voice message is received by activating the message waiting indicator on the user s phone m Stutter dial tone Tele Vantage alerts the user to the existence of unheard messages via a stutter dial tone when the user picks up the phone m Voice first answering Enables voice first answering With voice first answering internal calls are connected to the user s speakerph
119. permissions You can also set up notification options in the template and you can enable phone features that are applied to all users that are created using the template To add a new user based on the template select the template user in the Users view and then choose Edit 5 Copy Choose Edit 5 Paste to open the User dialog box in which you can customize the new user s properties such as first and last name extension and station ID e mail address for notifications and so on CHAPTER 6 MANAGING USERS AND ROLES 6 11 The User tab Choose File gt New gt User then click User in the tree pane Miri Anatolia User xi User Tunes fuser SS Ype U IN Voice Mail Phone First name Miri H Audio Last name Anatolia Security Queue Title Doctore Dial by name Directory ViewPoint Extension 555 Station ID 28 DID number Password Confirmation Comments a Operator Operator x 0 ha NT account JO OK Cancel Help Previous Nest Identifying the user In Type choose User Then enter the user s First name and Last name You must enter a name in one of the name fields You can enter the user s Title and any Comments such as the user s department that you want to be displayed along with the user name in the User view It can be helpful to use the Title field for the user s department for example Sales When a c
120. place a call on a specific trunk for testing purposes by dialing 88 the trunk number and then the phone number For example to place a call on trunk 1 dial 8801 you must use 4 digits but see the second note below To place a call on trunk 12 dial 8812 When you are using specific trunk dialing you do not need to dial the access code to make an external call You can change the 88 code to other digits See Changing the access code to select a trunk on page 9 9 Note If you want to allow users to access a specific trunk create a dialing service that allocates that trunk See About dialing services on page 9 2 To restrict the use of outbound trunks to certain users see Restricting outbound trunk use by Organization on page 11 4 Note If your system has more than 100 trunks dial five digits for example 88001 to use trunk 1 Telephone company services that help TeleVantage The following services from your phone company enable Tele Vantage to work with maximum efficiency m Caller ID ANI Automatic Number Identification Enables TeleVantage to identify incoming calls by number and sometimes name too perform one click callback of voice messages and use other features ANI provides Caller ID information about analog DID and digital trunks m DID Direct Inward Dial Enables direct routing of incoming calls to individual stations so callers do not need to dial an extension at an auto attendant To give a use
121. prefix is always included with the area code as in the U K for example 0181 Leave this field unchecked in the U S m Inbound Caller ID does not always begin with area code If the PSTN carrier ever sends incoming Caller ID numbers that begin with something other than area code for example numbers prefixed with O check this field and then enter the length of a local phone number in the Local number length field When checked TeleVantage automatically adjusts to incoming Caller ID numbers with different formats enabling callback to work correctly If unchecked callback will not work on Caller ID numbers that do not begin with the area code If the PSTN carrier always sends Caller ID numbers beginning with the area code you do not need to check this field but there is no harm in doing so SIP URI Rules tab Use this tab to configure formatting rules for SIP URI addresses as required by the SIP service or gateway A SIP URI is the text address of a SIP device end user similar to an email address usually in a format like sip Bob Johnson company com or on a SIP phone CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 37 call sip 15551212 company com You must configure the SIP URI formatting to match the format expected by the external SIP device or service Consult their documentation or technical support to find their expected SIP URI formatting T Include URI parameter user phone F Prefer number in global forma
122. provides a single line FXO trunk gateway to the PSTN These devices provide an affordable way to connect a small number of analog devices such as phones fax machines or a few analog trunks to TeleVantage using SIP VoIP By plugging an analog phone into a Sipura adapter you can use the phone as a TeleVantage station without any physical analog station ports on the Tele Vantage Server Before you begin be sure to have a copy of the Sipura SPA Configuration Guide You can get this doc at http www sipura com support index htm Please read through the document and website FAQ 14 24 ADMINISTERING TELEVANTAGE Depending on the Sipura model you can configure a Sipura device in two ways Configure one or more FXS ports to connect an analog phone which will appear to TeleVantage as a SIP phone external station Sipura 3000 only Configure an FXO port as a PSTN gateway device configured as a TeleVantage SIP server to place and receive PSTN calls Obtaining the Sipura device s IP address To configure a Sipura adapter via its web browser you need to know its IP address Also make sure you have the IP address of the Sipura adapter You can discover or set the IP address as follows 1 2 3 4 Connect an Ethernet cable from the Sipura device to your router Plug a touch tone telephone into the PHONE port on the SPA 3000 Press the star key four times to enter the Sipura Configuration Menu If using a dynamic IP addr
123. restarts it obtains an IP address from your DHCP server You can then follow the procedure in the previous section to configure the phone via a web browser or change the IP number via the Menu keys To assign a static IP address to the phone 1 Press MENU up arrow up arrow so the phone s LCD screen says Configuration Press SELECT up arrow SELECT 2 Enter the password the default password is 654321 then press SELECT The Network Configuration menu appears To assign a static IP address to the phone you must first disable DHCP if it is enabled Press SELECT up arrow SELECT When the message Press Select to Restart appears press Del Cancel to return to the Network Configuration menu When the phone restarts it attempts to retain all the settings it initially obtained from the DHCP server IP number subnet LAN gateway but will now use that IP number as a static IP number 3 If you do not have a DHCP server to automatically set the correct addresses into the phone you will have to edit all settings manually Repeat steps 1 2 to get to the Network Configuration menu From the Network Configuration menu press up arrow SELECT The IP address menu appears Press SELECT and enter a static IP address then press SELECT You can also use this procedure to view or edit an IP address provided automatically by DHCP 4 When the message Press Select to Restart appears press Del Cancel to return to the Network Configuration menu
124. restricted one or more auto attendants by workgroup see Creating an auto attendant for each Organization on page 11 4 edit each workgroup specified by an auto attendant On the Dialing tab under If no answer transfer select the Operator extension appropriate to the Organization For example if the workgroup holds the CHAPTER 11 TRACKING AND DISTINGUISHING CALLS 11 5 members of Organization YYZ select extension 102 This ensures that callers pressing 0 at an auto attendant are handled correctly For full instructions see When no one answers a call to a workgroup on page 8 6 4 If you are using TeleVantage call center queues edit each queue On the General tab under Operator select the extension appropriate to the queue s Organization For example if the queue belongs to Organization ABC select extension 101 This ensures that callers pressing 0 while leaving the queue voicemail are handled correctly See the Tele Vantage Call Center Administrator s Guide for complete information on creating and using a call center 5 You can set up the default Operator at extension 0 to automatically transfer calls to the correct custom Operator based on who is calling To do so you must have created a workgroup for each Organization containing all the users in that Organization Edit the default Operator in ViewPoint For each Organization create a call rule that activates for that Organization s workgroup and sends calls t
125. section applies when connecting third party H 323 gateways to TeleVantage It does not apply when connecting two TeleVantage Servers using H 323 Gateways If you use a third party H 323 gateway such as a Cisco AS5300 Voice Gateway to send H 323 calls to Tele Vantage by default the recipient of the call sees the third party gateway s IP address rather than the caller s original PSTN Caller ID You can set Tele Vantage to propagate the original Caller ID information as received by the third party H 323 gateway as follows 1 Choose Tools gt System Settings The System Setting dialog box opens 2 Choose the Server External H 323 Gateways tab Cs ee E Server a Propagate Caller ID numbers from external H 323 gateways External H 323 Gateways SIP Accounts Gateway product ID list Network Capture Batad IPibckkess fat NN Call Data 3 Identify one or more third party H 323 gateways from which TeleVantage should propagate Caller ID information You can do so by filling out either or both of the following fields m Gateway product ID list Enter the Product ID of the third party H 323 gateway Separate multiple entries with either commas or semicolons m Gateway IP address list Enter the IP address of the third party H 323 gateway Separate multiple entries with either commas or semicolons 4 Click OK 15 48 ADMINISTERING TELEVANTAGE On calls from the identified third party H 323 gateways TeleVantage
126. see Setting dialing timeouts on page 9 35 and Avoiding the auto attendant ambiguous dialing delay on page 10 19 m Default Flash behavior while in a call Select what happens when users press Flash or quickly press the hook while on a call Choose Menu assisted transfer to take users to the Tele Vantage call handling menu for details see Appendix A of Using Tele Vantage Choose Direct transfer to immediately prompt users for an extension to transfer the call Use this option to create faster simplified telephone transferring for users who answer and transfer many calls Note that with direct transfer users cannot access the other commands on the call handling menu unless they have TeleVantage ViewPoint or a Toshiba digital phone You can also set this behavior individually for each user See Configuring Flash behavior on page 7 16 m Park Hold ringback Select what happens when a user answers an automatic ringback call after leaving a call on hold or parked for too long Choose Announce to have TeleVantage announce the caller as with normal call announcing Choose Direct connect to have the user connected immediately with the caller Note By default ringback occurs once and if the ringback call is unanswered the call is sent to the user s voicemail You can increase the number of ringback attempts before the call goes to voicemail using the RingbackRetries advanced setting See Appendix J of Installing Tele Van
127. software Just add the HMP licenses you need for the number of IP ports and the media processing you want to support Intel board scalability Scale your PBX to 288 trunks and 720 stations by adding the appropriate Intel telephony boards you need Graphical call control Gives you an easy visual way to place calls transfer put on hold send to voicemail set up conference calls and more Verbal menus Guide you through all call handling and user management tasks so that you can use TeleVantage even without a computer Full featured voicemail Lets you create caller specific greetings log in remotely and manage your voice messages graphically from TeleVantage ViewPoint or your e mail Inbox You can also easily call back the person who left you a message Powerful call center options Two types of call centers are available in TeleVantage call center queues and ACD workgroups Call center queues provide a full featured call distribution system enabling you to customize your callers hold experience play single or repeating prompts prompt callers to enter data configure call priority and set up multi level supervisor permissions ACD workgroups provide fewer features and are available to you if you have not purchased the Call Center Agent licenses that are required for call center queues You can use the TeleVantage Call Center Reporter to run a variety of reports on call center activity for both call center queues and ACD workgroups
128. specify the location of the CD player m Type Select one of the following m Station The source is connected to a station port Enter the station ID port number in the Station number field m Audio Input The source is connected to the Audio Input port on a DISIx or DI0408LSAR integrated trunk and station board In the Board number field enter the number of the board with the Audio Input port To get the number count only your DISIx and DI0408LSAR boards in order of Board ID For CHAPTER 13 MANAGING SYSTEM PROMPTS AND AUDIO 13 15 example if you have a DISI board at Board ID 4 and a DIO408LSAR2 board at Board ID 6 you would specify the DIO408LSAR2 board by entering 2 Note If two boards both have Board ID 0 count in order of their PCI bus address m File The source is a sequence of one or more audio files See the next section Using files as hold audio 5 Click OK The source is added to the list of available sources To edit or delete a music on hold source select it and click Edit or Delete When you are finished adding music on hold sources click OK to close the System Settings dialog box Using files as hold audio You can create sequences of audio files to use as a hold audio source When selected TeleVantage plays the audio files sequentially in a loop WAV and VOX files are supported Note MP3 files are not supported but several available applications let you convert MP3 files into WAV or VOX
129. system Scheduled auto attendants Allows you to schedule an auto attendant s use of specific greetings and the way it routes calls according to the time of the day and days of the week m Flexible Internet ready architecture Supports pure SIP or H 323 IP telephony and hybrid solutions such as IP connected phones Lets you adapt to Internet telephony at your own pace m TAPI Service Provider and Contact Manager Assistant Lets you use Act Outlook GoldMine GoldMine FrontOffice or other TAPI compliant applications with TeleVantage You can place calls and receive screen pop identifications when you receive calls from contacts in these applications m The TeleVantage Software Development Kit and open architecture Use one of the many off the shelf applications available from third party vendors to customize TeleVantage behavior and call processing For the ultimate in flexibility programmers can use the included comprehensive TeleVantage Software Development Kit SDK to develop custom applications m Multi lingual system prompts Lets both users and callers select the language in which they hear TeleVantage prompts m CLASS and ADSI feature support For analog CLASS phones and IP phones Caller ID Caller ID on call waiting and message waiting indicators are supported m Avaya Nortel Lucent NEC Seimens and Toshiba digital phone support TeleVantage supports Avaya Nortel Lucent NEC Seimens and Toshiba digital phones in
130. that is a work day and under Work hours enter the starting and ending times for each work day Note When you define business hours and holidays you can type dates and times in most formats Your entries are converted to a standard format that is based on your Windows regional settings You can enter more than one time range for a day separated by commas for example 9 00 AM 12 00 PM 3 00 PM 6 00 PM Use this format to express business hour shifts that overlap midnight For example to express a shift that runs from 5 00 PM to 2 00 AM the next morning enter 12 00 AM 2 00 AM 5 00 PM 12 00 AM for each work day ADMINISTERING TELEVANTAGE 4 To define holidays click the Holidays tab 2 Name Default gt SayeAs Delete Server Hold Sources Call Log and Trunk Log Internal Dialing fl Anaan Tnmka Call Data Organizations Work Hours Holidays Business Hours z A 5 4 Licenses The following dates and times define holidays Dial by name Directory Dames nme E E mail Notification 14172006 All day Security Audio External Dialing Emergency Recordings Queue Edit Delete Storage 5 Click Add to add a new holiday Click Edit to edit an existing one Holiday date 172872002 Alldayholiday Paria day holiday Pattial day hours Work hours begin a
131. the Audio tab category to select the Voice Title tab where you can record the user s voice title A user s voice title is a short recording consisting only of the user s name Tele Vantage uses the voice title in several prompts for example the call screening prompt when the user calls another user the user receiving the call hears Call from lt voice title5 Users can record their voice titles themselves in their own voices using either the telephone commands or ViewPoint However since the voice title is a critical part of the Tele Vantage system for example users without a voice title are not listed in the dial by name directory it is recommended that you record them after which those users who want to re record them can do so To record the voice title use the audio controls See Using the audio controls on page 2 10 Viewing the user s disk usage Expand the Audio tab category to select the Disk Usage tab which displays how much space the user s audio files are taking up The percentage of allocated space is also displayed To avoid slowing the opening and scrolling of the Users view TeleVantage does not dynamically recalculate these totals Totals are recalculated once a day at 1 00 a m You can also recalculate the totals at any time by choosing Tools gt Recalculate Disk Usage To configure space for the user s voice messages see The Voice Mail tab on page 6 18 To configure space for the user s g
132. the Gateway extension of the Gateway phone s port For example if the Gateway device has an IP address of 222 99 14 96 and the user s phone is attached to Port 1 of the Gateway device and Port I has an extension of 101 in the Gateway configuration then you would enter 222 99 14 96 101 in Address Check Interpret as Flash using Intel voice resources to give the user access to the TeleVantage telephone commands at the external phone For example the user could press 1 to transfer a call If checked all calls involving the external station consume an extra voice resource to monitor for the digits For instructions on calculating voice resource needs and installing extra voice resources see Installing Intel Telephony Components If unchecked a voice resource is not used and the user is not able to use TeleVantage telephone commands at the external station Check Disconnect when idle to have TeleVantage hang up the trunk call immediately whenever a call on the H 323 phone ends Most users should leave this field unchecked When unchecked Tele Vantage provides 15 10 ADMINISTERING TELEVANTAGE 10 15 seconds of internal dial tone after a call ends making it easy to place new calls immediately after a call ends If checked the H 323 phone does not return to dial tone after the other party in a call hangs up so the user would have to hang up and pick up to place a new call The only reason H 323 phone users should check the
133. the Local network mask defined on the NAT Firewall tab see Supporting SIP calls over NATs firewalls on page 14 43 You can have TeleVantage allow all such calls reject all such calls or allow only authenticated calls Account lockout These settings provide protection against multiple attempts to breach your security Multiple failures to access a SIP account can cause that account to be locked out A locked out account cannot be used for SIP authentication until it is reset here by an administrator or until the lockout duration expires m Lockout threshold Enter the number of consecutive failed authentication attempts that trigger the SIP account to be locked out Enter 0 to disable account lockout and permit any number of access attempts m Lockout duration Enter the number of seconds that a locked out SIP account remains locked out before automatically becoming unlocked m Lockout reset interval Enter the number of seconds that must elapse after a failed authentication attempt before the failure counter is reset to 0 Account lockouts are logged to the Windows Event log To manually reset a locked out account edit the locked out entity and click OK For example if a user s SIP account is locked out double click the user in the Users view to open the User dialog box then click OK If the SIP span is locked out do the same for the SIP span dialog box Authenticating REGISTER and MWI requests In addition to authenti
134. the T1 span For information about installing and using the Experimenter see Installing Tele Vantage To add a Robbed Bit T1 span 1 Choose Trunks gt New Trunk gt Robbed Bit T1 Span A new Robbed Bit T1 Span dialog box opens Undefined Robbed Bit T1 Span General Signaling Trunks Caller ID Settings Span number fi Starting trunk number 23 This span maps to trunks 29 through 52 Wink duration fi 50 milliseconds Signaling debounce time 250 milliseconds Send and Receive DTMF Y digits Connect inbound calls Immediately when received z Description 2 On the General tab specify the following information for the span Span number The sequence number of this Dialogic T1 board as installed in your TeleVantage Server computer the sequence number of the first TI board is 1 not 0 m Starting trunk number The starting trunk number of the span The dialog box shows you the range of numbers of the 24 trunks belonging to this span If your system also has analog trunks the analog trunks must have the lower trunk numbers so if you have not added them yet leave room for them in your numbering of the span m Wink duration The length in milliseconds of the signal TeleVantage sends to your TI carrier to indicate that it is ready to receive digits You can also set the wink duration using the Robbed Bit T1 Experimenter Signaling debounce time The duration in milliseconds that a signal must be con
135. the TeleVantage Server so the phone can upload log files that are useful in troubleshooting problems Editing the configuration files You must make the following edits to the configuration files on the TFTP server The cfg files are in XML format and should be edited using an XML editor or basic text editor do not use Wordpad because it reformats the file You can download an XML editor called XML Notepad from msdn microsoft com Example of an XML editor ioixi File Edit View Insert Tools Help psal gt Sale oa PISS gt e Ii Structure EMA NEWARTISOFT1_CONFIG ta COMMENT General Description Parameters H E GENDESC COMMENT Ringer J CALLS ta COMMENT Feature Login String EJ Feature 202 202 For Help press F1 Note These configuration file edits specify the TeleVantage IP trunk the user extension and the password that enable you to log in when you pick up the phone Other features of the Polycom IP phones that are not utilized by TeleVantage are not addressed in this document For more information on configuration files see Sample configuration files on page 15 29 To edit the configuration files 1 Edit lt UserFile gt cfg to use information specific to the phone s user a In the Features folder edit the plar log string field to contain the login string for this user The login string for a user with extension 202 and password 202 would be
136. the number of consecutive attempts that you enter Choose the Security Permitted Passwords tab By forbidding easy to guess passwords you can make your system much more secure from unauthorized access Vertical highly recommends checking all the options on ADMINISTERING TELEVANTAGE this tab to prevent toll fraud When you change any of the options on this tab users whose passwords are now prohibited will be prompted to change them the next time they log on and will show up in the Security Analysis report see Appendix I of Installing Tele Vantage 5 Use the following options to restrict the passwords that users can choose Minimum password length Enter the minimum number of digits for a password For secure passwords the minimum should be at least five and preferably seven or more digits Prevent passwords that contain an account s extension Passwords that contain the extension number are especially easy to guess Check this option to prevent the extension from being any part of the password For example a user at extension 337 could not have a password of 337 33755 or 13378080 m Prevent passwords that contain entries from the following list Check to prevent passwords from containing any of the digit strings in the list Tele Vantage provides by default a list of easy to guess digit strings To add a new digit string to the list click Add To edit a digit string in the list select it and click Edit To remov
137. the target dialing service m Dialing Service From the dropdown list select the target dialing service for this rule The dialing service you select appears in the Service Reason column of the Routing Rules tab m New Number Type the pattern that defines the number that you want to pass to the target dialing service If you do not want to change the number use the same pattern that you entered in Digits dialed See Defining a new number for a routing rule on page 9 33 for more information If you enter a pattern it appears in the New digits column of the Routing Rules tab m Stop processing rules Select this option if you want to prevent the routing service from looking further for rules that match the dialed number If no rules have matched when the stop rule is reached or if no trunks are available from the target dialing services of the rules that matched Tele Vantage plays an appropriate system prompt to the user The available prompts include I m sorry all lines are 9 30 ADMINISTERING TELEVANTAGE currently busy I m sorry the phone system has not been configured to dial this number Please contact your administrator and I m sorry the number you entered was invalid Please try again The name of the prompt you select appears in the Service Reason column of the Routing Rules tab Most routing services will include stop rules You can use them for the following purposes Prevent numbers
138. this key before the Line keys to toggle between calls on the phone Note that this will put the call on local hold but not TeleVantage hold 10 Take N A Adjusts the volume 11 12 Volume keys on the phone N A handset or speaker Act as regular DTMF 13 24 Digit keys digitikays N A Take the function of 25 28 Soft keys the softkey on the N A screen directly above each key 29 Transfer Transfer the active lt Flash gt 1 call Remove the active 30 Unhold call from lt Flash gt 4 TeleVantage hold Place the active call a nels on TeleVantage hold Splash Access the user s 32 Voicemail lt Flash gt voicemail Use with the Take 33 35 Line keys button button 9 to N A toggle between calls Place the active call on TeleVantage Park 36 PAIK Unpark by hitting 66 92 Hear the 37 Directory TeleVantage user 93 directory CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 27 Telephone Key commands number Function Description equivalent Toggle the phone s 38 40 Phone mode audio between N A keys handset speaker and headset mode Issues with hold for users of Polycom IP phones When juggling multiple calls on the Polycom IP phone a user may use key 10 labeled Hold and the Line keys to switch between calls This will place the inactive call on phone hold In this state they will not hear music on hold and the TeleVantage Call Monitor
139. this option unless Vertical support requests Intel Dialogic troubleshooting logs The logs are generated during shutdown and are automatically attached to the Problem Report Wizard the next time you run it see Running the Problem Report Wizard from the command line on page 12 64 CHAPTER 12 MONITORING AND MAINTENANCE 12 57 6 Start TeleVantage Server The Tele Vantage Server is automatically restarted after shutting down The TeleVantage Server starts the Intel Dialogic drivers automatically if they were previously stopped in step 4 7 Reason for shutdown Enter a required reason for shutting down the Server The reason will appear in the TeleVantage Event Log and maintenance log see Viewing the TeleVantage Event Log on page 12 20 Canceling or modifying a shutdown Once you begin a shutdown process you can cancel it or modify the shutdown options at any time before the Server actually shuts down To do so 1 Choose Tools gt Shut down Server 2 To cancel the shutdown click Cancel shutdown To modify the shutdown check Change shutdown sequence and change any of the options described in the previous section 3 Click OK Starting the TeleVantage Server To start the TeleVantage Server manually after a shutdown choose Tools gt Start Server Restarting stations or trunks The TeleVantage Server periodically tests stations and trunks to see if they are responding If a device is not responding TeleVanta
140. through the London Server by changing the dialing permissions of the Boston H 323 Gateway You can think about TeleVantage H 323 Gateways as an authentication mechanism similar to a Windows Domain trust relationship These relationships allow users on one Server to place calls on a remote Server without having a user account on the remote Server Creating an H 323 Gateway To connect two TeleVantage Servers over H 323 Gateways administrators on each Server must create an H 323 Gateway that points to the other Server For example on an H 323 Gateway connection between Boston and London the Boston Server has an H 323 Gateway called London and the London Server has an H 323 Gateway called Boston Each H 323 Gateway has an extension and password that the other H 323 Gateway uses to log in when connecting H 323 Gateway calls The H 323 Gateway s extension is not meant to be dialed directly It does not appear in ViewPoint or the dial by name directory and calls to that extension do not go through The extension is used behind the scenes only to let remote Servers connect You can use the H 323 Gateway to control remote users dialing permissions when placing calls through your Server For example if you are the administrator of the London Server and you want to prevent Boston users from placing long distance calls through your Server you can edit the dialing permissions of the H 323 Gateway Boston Each remote Tele Vanta
141. to a role by editing the user See The Security tab on page 6 30 Editing a role To edit an existing role double click it in the Users view For further instructions see the next section When editing a role be aware of the following m When you change a role s permissions those permissions change for all users belonging to the role except where a user s individual permission setting overrides the role or where a user s other role provides a more permissive setting m When you remove a user from a role the user loses all permissions granted by that role m The Administrators role can only be edited in limited ways Creating a new role You can create a new role for example Admin Assistant for a group of users that require the same or similar permissions All users that you assign to this role are automatically granted its permissions except where their individual permission settings override roles CHAPTER 6 MANAGING USERS AND ROLES 6 47 To create a new role 1 Choose File gt New gt Role The Role dialog box opens General Users Permissions Dialing Permissions Name Queue Administrator Comments 2 Enter the name of the role and any comments about its function 3 Click the Users tab to assign users to the role Queue Administrator Role EI General Users Permissions Dialing Permissions All users Role members Jenny Benton a Lou Antander R Miri Anatol
142. to the remote Server Under Number enter the extension of the user on the remote Server To economize trunk usage on calls sent between two or more Servers check Attempt Centrex PBX Transfer For more information see Forwarding calls over Centrex PBX trunks on page 7 19 6 Enter the rest of the user information which governs how the H 323 Gateway user behaves on the local Server For complete instructions on adding users see About adding users on page 6 2 7 Click OK Using Contact PINs with H 323 Gateway users When a contact employs a Contact PIN to dial an H 323 Gateway user the Contact PIN is lost when the call is transferred to the actual user on the other Server The contact might then appear in the Call Monitor as an unknown caller To make sure that Contact PINs are recognized in all cases users must duplicate their contacts on the other Server For example if Pete Storpin has defined his wife as a contact with a PIN of 55 he must log in to his H 323 Gateway user account on the remote Server and define his wife again using the same PIN of 55 Note The first time a user receives a Contact PIN call over the H 323 Gateway connection the user must associate the call with the contact Then the contact will be recognized on subsequent calls An easy way to duplicate contacts is to export them from the local Server s account and import them to the remote Server s H 323 Gateway user account For a full descrip
143. use Number of stations off hook stations in use Percentage of stations off hook m Trunks Total number of configured trunks in the system m Trunks in use Number of trunks allocated to calls trunks in use Percentage of trunks allocated to calls 12 36 ADMINISTERING TELEVANTAGE m Voice Resources The total number of shared voice devices plus any disconnected voice devices A disconnected voice device is an LSI port without a physical trunk plugged in that displays as No Loop Current in the Device Monitor For example if a system had one D 160SC 8LS trunk board with physical trunks plugged into four of the eight slots the Performance Counters voice resource figure would be 12 eight shared plus four disconnected m Voice Resource in use Number of voice resources currently being used m voice resources in use Percentage of voice resources currently being used m IP Media Resources The total number of shared IP Media resources also known as Intel RTP resources in the system available for SIP This number does not include IPM resources attached to H 323 trunks or those disabled using the DisableDevices registry setting m IP Media Resources in use The total number of shared IP Media resources being used IP Media Resources in use The percentage of shared IP Media resources being used m RTP Relays in use The total number of RTP Relays being used see About SIP off bus routing on page 14 46 Th
144. users enter account codes You should tell users what account codes to enter in which circumstances and how they will be expected to enter them Users can enter account codes for calls in the following ways m When prompted by the system while placing an outbound call Only users forced to enter account codes encounter this prompt Exactly where the prompt occurs in the dialing sequence depends on whether you checked Collect account code before dialing number see Setting general account code options on page 11 8 By default the account code prompt is a beep To change it see Using a verbal account code prompt on page 11 12 Automatically when placing a call to a contact When a user places a call from ViewPoint to a contact with an associated account code the account code is automatically entered for the call You can enter account codes for public contacts and users can enter them for private contacts For more about contacts see Chapter 16 of Using Tele Vantage m During a call On an inbound or outbound call users can press Flash to put a caller on hold then 11 to enter an account code for the current call In ViewPoint they can right click the call in the Call Monitor and choose Enter account code from the shortcut CHAPTER 11 TRACKING AND DISTINGUISHING CALLS 11 9 menu Users can use this command as many times as they want during a call to change or correct the account code The last account code entered is the
145. very small TeleVantage uses off bus routing via the RTP Relay only when necessary For example if a SIP end point is connected to MSI station which is already connected to the TDM bus TeleVantage does not use the RTP Relay You can use performance counters to keep track of off bus routing usage See Viewing TeleVantage performance counters on page 12 35 for details 14 46 ADMINISTERING TELEVANTAGE Disabling off bus routing With off bus routing disabled each SIP end point in a call uses an Intel IP resource which may increase your Intel board or HMP IP resource requirements To disable off bus routing edit the SIP span and set the tuning parameter OffbusRoutingMode to Disabled How off bus routing works The following SIP call scenarios illustrate when TeleVantage uses off bus routing via the RTP Relay and when it routes calls through the TDM bus SIP to SIP call In a call involving only two SIP end points off bus routing is used The TDM bus is not used and neither Intel voice resources nor Intel RTP resources are consumed However TeleVantage Internet trunk licenses are required by each leg of the call SIP end point pile RIR SIP end point Signaling Signaling Y TeleVantage Server y SIP Trunk SIP Trunk RTP RTP Relay Enem RTP Relay Uses CPU TDM bus CHAPTER 14 CONFIGURING SIP INTERNET TELEPH
146. wi I Faxes are sent to Defau e t 7 IV Allow Dutbound calls OK Cancel Help 5 32 ADMINISTERING TELEVANTAGE To enter trunk defaults for a span 1 Check Accept inbound calls if the trunk is used for inbound calls 2 In Calls are sent to select the auto attendant user or IVR Plug in that answers all inbound voice calls on this trunk In Faxes are sent to Select the auto attendant user or VR Plug in that answers all inbound fax calls on this trunk See Setting up fax routing on page 5 7 for more information 3 Check Allow outbound calls if the trunk is used for outbound calls After you add the span the Trunks tab is disabled To modify the settings for an individual trunk after the span has been added edit the trunk in the Trunks view CHAPTER 5 MANAGING TRUNKS AND SPANS 5 33 CHAPTER 6 MANAGING USERS AND ROLES CHAPTER CONTENTS Aboutusers opan NARRA Bee Se aS hy BV eee ee 6 2 The Wsers View s 2t Sr see Se seh LINA Pie ee eo Bee Sa eee 6 6 About the User dialog box 0 2 eee eee 6 10 TG User tabi pian eas BN NANANA hapag 6 12 The User Account Codes tab cee eee 6 15 The User1 Call Log tab AA eee 6 15 The User ISDN Outbound Caller ID tab a 6 16 The User Numbers tab eee eee 6 17 The User SIP Accounts tab 2 0 2 eee 6 18 The Voice Mail tab m ected attained MAP GMA 6 18 The Voicemail Notification tabs 0 0 0 eee 6 19 T
147. will not reflect that they are on hold Issues for Administrators of Polycom IP phones m Security of the TFTP files on the server You must protect the files from anonymous access or the security of your TeleVantage system could be compromised One method is to have separate TFTP user accounts with passwords per phone The TFTP user will only have the ability to see the one folder with the Polycom phone settings so the other accounts would be protected The individual user cfg files should have some level of user permission You should allow only the individual user and the TFTP server administrator to open the files because they contain extensions and passwords m Access The TFTP server can only be accessed by IP address from the phone and can t be accessed by server name Contacting Polycom If you need additional assistance configuring your Polycom IP phone with TeleVantage contact your TeleVantage Provider For more information about Polycom IP phones contact Polycom using the following information Polycom Headquarters 1565 Barber Lane Milpitas CA 95035 USA 1 800 POLYCOM ext 6973 or 408 526 9000 ext 6973 sales polycom com 15 28 ADMINISTERING TELEVANTAGE Sample configuration files This section contains sample Polycom IP phone configuration files lt MACid gt cfg This master configuration file should be renamed to reflect the 12 digit MAC address of your Polycom IP phone Find the MAC address o
148. will propagate original PSTN Caller ID information CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 49 APPENDIX A COMMAND LINE OPTIONS Starting TeleVantage from the command line You can use optional command line arguments to log on to the TeleVantage Administrator or ViewPoint using the Run command of the Start menu from within an application or from a Desktop shortcut such as C Program Files TeleVantage Test Admin TVAdmin exe Server TVTest station 17 Use the command line options shown in this section when logging on Server lt Server name gt Name of the TeleVantage Server on your network that you want to log on to Useful for running ViewPoint or the Administrator against a test Server If you do not use this option Tele Vantage logs you in using the name of the TeleVantage Server stored in the Windows registry set when you install TeleVantage station lt station number gt Station ID assigned for this session If you do not use this option TeleVantage logs you on using the station number stored in the Windows registry set when you install TeleVantage allowmultiple Allows more than one Administrator or ViewPoint to run simultaneously on a machine If you do not use this option TeleVantage allows one instance of the Administrator or ViewPoint to run on a machine user lt user name gt User name under which you want to log on If you do not use this option the Administrator or
149. within Caller is transferred to Auto attendant Operator user If the auto attendant is restricted by workgroup the caller is transferred to the extension specified in the workgroup s If no answer transfer field Dial by name directory Operator user User s voice mailbox Personal operator User s routing list Personal operator As soon as TeleVantage knows what user is being called the call enters that user s routing list On hold Personal operator Note If a user does not set up a personal operator callers are transferred to the Operator user in all cases Changing the Operator s extension from 0 You can change the Operator s extension to a number other than the default of 0 for example in order to use 0 as a dialing service access code However even when the Operator s extension is something other than 0 callers must press 0 to transfer to the Operator For example if a caller reaches a user s voicemail and wants to transfer to the Operator instead of leaving a voice message the caller dials 0 even if the Operator s extension is 111 Extending ring duration for live Operator systems If you have a system in which all calls are answered by a live Operator you may want to increase the Operator user s ring duration which determines how long a call rings the Operator s phone before proceeding to the next action on the routing list An increased ring duration helps ensure that
150. you when you try to save an extension or access code that starts with the same digits as one that already exists To see your entire extension plan at a glance and easily spot dialing ambiguities use the Dial Plan view see Managing your dial plan with the Dial Plan view on page 12 10 Creating a dialing service with access code 0 By default 0 is the Operator user s extension To use 0 as a dialing service access code for example to have users dial 0 to get an outside line you must first change the Operator user s extension to a number other than 0 See Changing the Operator s extension from 0 on page 6 5 Changing an access code in users saved numbers When users save phone numbers in ViewPoint that can be speed dialed or auto dialed the dialing service used to make the call is saved with them Such numbers include contact phone numbers and the phone numbers specified in call forwarding and routing lists You can do a global replace of one dialing service for another across all users saved numbers For example you can specify that all numbers saved with the 9 Phone number service now use your 8 Centrex service CHAPTER 9 MANAGING OUTBOUND CALLS 9 7 To replace all occurrences of one saved dialing service with another 1 3 Choose Tools gt Update Access Codes The Update Access Codes dialing box opens Update Access Codes This function will update all phone numbers and routi
151. your vendor with the TVLEN0O V AP file so that your voice vendor can match the indexing of the new VAP file to the existing file Testing the new prompts It is important that you thoroughly test all voice files that you receive from the vendor to ensure Accuracy of file names Synchronization of written and spoken prompt content m Quality of voice recording Accuracy of index order and format of the VAP file 13 8 ADMINISTERING TELEVANTAGE See Testing system prompts on page 13 11 for information about using the Sentence Tester to assist with some of these tasks Deploying the new prompts After all files are tested you can replace the existing prompt files with the new ones Place all new VOX files and the VAP file in the following directory C Program Files TeleVantage Server Vfiles User The following auto attendant prompts must also be copied to the User directory m AACLOSED VOX m AAHT VOX m AA4SBN VOX m AAOPORWT VOX The default location is C Program Files TeleVantage Server Voice Files EN00 Recording over system prompts yourself When you record over system prompts yourself you can record all of the VOX files as well as the VAP file as with professional recording or record just the VOX files and use the VAP file included with TeleVantage If you do not record over all the files be aware that since prompts are combined with other prompts when presented to callers or users recording some bu
152. 0 LSI boards All DM IP040 boards share the TeleVantage Server s single IP address You determine which user uses which board by having their lt MACid gt cfg file point to the appropriate lt Server lP gt cfg file Each lt MACid gt cfg file can point to only one lt Server P gt cfg file m Do not change the settings listed in the VoipProt server address field Entering the address of your IP board will result in the IP stack crashing on the Server 3 Edit lt MACid gt cfg to specify the configuration files to be used by the phone This file will specify the name and subdirectory where the other configuration files can be found a In the CONFIG_FILES field list the four other configuration files including the lt UserFile gt cfg file with the user s login string and the lt ServerIP gt cfg file with the IP board to be used If some of these files are in a subdirectory on the TFTP server you can specify that in the file name for example User202 User202 cfg Note The order of the files in this list is significant if more than one field with the same name is encountered in different files the first value will take effect and the subsequent values will be discarded Put the customized files at the front of the list so that if later updates are made to the downloaded files any duplicate fields will not affect the custom fields you have set b The APP FILE PATH should show the binary application file hmx 1d If this file is
153. 1 to add it to the Selected access rights list Repeat this step to give the user all of the access rights required To remove an access right select it in the Selected access rights list and then click HU 10 When you are done setting the user s access rights click OK 11 Add any additional archive browser users by repeating steps 5 10 Using the TeleVantage Archive Recording Browser For instructions see Appendix E of Using Tele Vantage Monitoring database and disk usage TeleVantage s database stores your system configuration settings information about trunks users auto attendants and so forth the Call Log and an index to voice prompts greetings voice titles and voice message files in a database The voice files themselves are stored separately on disk Tasks associated with monitoring database and disk space include m Allocating database space m Allocating disk space See Installing TeleVantage for information on the limits of MSDE and SQL Server databases CHAPTER 12 MONITORING AND MAINTENANCE 12 49 Viewing storage statistics To view how much of the available space your system is currently consuming do the following 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Choose the Storage tab System Settings xi Organizations Database 17 used 17 4 MB out of 100 0 MB Business Hours Licenses Messages 3 used 2 7 MB out of 92 6 MB Dial by name Directory
154. 12 51 dialing service permissions 9 20 disk space 12 51 in the status bar 2 11 recipient of Windows Event Log Notifications 12 21 workgroup extension 8 5 shutting down Server 12 56 SIP overview 14 2 accounts 14 20 Broadvoice configuration 14 40 caching authentication credentials 14 40 configuring behind a NAT firewall 14 43 dialing services for 9 2 Nonce parameter 14 16 off bus routing 14 46 phones authentication credentials for 14 15 configuring a user for 14 10 eyeBeam softphone 14 28 Vertical Aastra 14 22 QoP parameter 14 16 Realm parameter 14 16 servers 14 32 Sipura gateways 14 24 spans overview 14 4 authentication credentials for 14 15 changing listener port 14 5 codecs for 14 8 DTMF Transmission Mode 14 10 increasing security of 14 17 IP address for 14 5 more trunks than RTP resources 14 7 REGISTER and MWI requests to 14 18 RFC2833 Playload type 14 10 using more than one 14 9 supported standards 14 49 voicemail code for 14 22 SIP Registration Bindings view 14 42 SIP Servers view 14 33 Sipura gateways configuring 14 24 skills attaching to calls with auto attendants 10 17 soft ring on Toshiba phones silencing 7 31 special access codes 9 8 special directories changing 12 53 INDEX 8 ADMINISTERING TELEVANTAGE SQL Server database allocating space 12 50 restoring 12 54 starting the Administrator 2 2 station ID adjusting all 2 6 and extensions 6 1
155. 2 101 _4 Lou Antander 102 3 102 5 Cynthia Caylor 103 4 103 6 Mike Bethany 104 5 104 7 Clarence Hennessey 105 6 105 8 Courtney Barnstanble 106 7 106 19 Jenny Benton 107 8 107 10 Danny Rizzelli 108 9 108 11 12 l 13 Add each user to be imported as a separate row and enter the appropriate information for each column For an explanation of the user fields see About the User dialog box on page 6 10 and the sections following it The first row with the column headers is not required However the columns of data must stay in that order Note To apply TeleVantage user and phone templates to a user when you import enter template names in the User template and Phone template cells Leaving the Phone Template cell blank applies the default phone template for the type of phone to which the user s station ID corresponds See Applying user settings in bulk on page 6 43 and Applying phone settings in bulk on page 7 4 for more information When you have added all the users to be imported save the CSV file If you are using Microsoft Excel be sure to save the file in CSV format To import the CSV file 1 2 Cancel Help In the Administrator choose File gt Import and Export On the first screen of the Import and Export Wizard click Import Users then click Next The Select Import Source dialog box opens Select Import Source Import users from CSV comma delimited file W First recor
156. 3 assigning to a user 6 13 changing for Administrator 2 2 of 0 legacy Phone tab for 7 16 time saving way of assigning 6 35 stations overview 7 2 automatic offhook dialing 7 32 automatically dialing when off hook 7 14 external 7 8 for conference area rooms and fax 7 32 internal 7 7 monitoring activity 12 4 null 7 34 requiring logon for 7 33 restarting with Device Monitor 12 58 starting number 6 13 stop rules defining in routing services 9 30 supervising calls system default for 3 14 user settings for 6 31 support technical 1 6 synchronization with Microsoft Exchange 3 10 system call recording 4 2 system prompts changing encoding format of files 13 4 13 6 choosing a language for a user 6 28 controlling display of 13 4 customizing 13 2 13 3 editing 13 4 exporting text for CSV files 13 4 importing and exporting audio files for 13 4 13 5 managing 13 4 playing 13 4 recording 13 9 system prompts cont d testing 13 11 translating 13 6 System Prompts view 13 3 system settings allocating disk space 12 51 archiving the Call Log 12 51 business hours 3 7 database space 12 51 System Settings dialog box key to 3 2 T TI alarms 12 25 technical support 1 6 telephone receiver using computer speakers for 2 11 TeleVantage Advanced Settings Editor See Installing TeleVantage TeleVantage Event Log 12 20 terminated hunt group 5 5 tie lines see H 323 Gateways Tip of the Day enabling
157. 3 45 67 89 in the Name Address field of the Forward To tab of the Call Forwarding dialog box calls will be forwarded to NetMeeting at the specified location see the next figure Note If you use a name such as namemycomputer mycompany com instead of an IP address DNS must be properly configured on this PC or else the name cannot be resolved to an IP address and the call will fail CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 35 Call Forwarding olx IV Forward calls change Where I Am Forward to Options Call Using a IP Calls Name Address 123 45 67 89 z x Contacts Name Phone number O O Extensions Another Number 123 45 67 89 My Numbers Home 2 Mobile 987 555 2221 Placing calls to NetMeeting from a Tele Vantage phone Users can place calls to PCs running NetMeeting from any TeleVantage phone by dialing the access code followed by the IP address of the computer running NetMeeting IP addresses are dialed with each part of the IP address separated by an asterisk For example dialing 71 123 45 67 89 calls the computer running NetMeeting at the IP address 123 45 67 89 where 71 is the access code of the TeleVantage Internet dialing service TeleVantage to NetMeeting Calls User dials TeleVantage 71 123 45 67 89 Server _z_ Dialing Service NetMeeting Access Code 71 Internet Span NetMeeting at IP address 123 45 67 89 receives call Calling TeleVan
158. 3 6 Setting business hours cceeecceceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeceeeeeeseeeeetees 3 7 Defining business hours eee ee ceeeeeeseeceeeeeeceeeeseeeeseeeeaeeeeeeeseaeeenees 3 7 Setting up e mail notification and Exchange synchronization 3 10 Exchange synchronization behavior Lama eeeeseeeeteeeeeeeeeeeeeees 3 10 Enabling e mail notification oo cece eeeeeeeceeceeeeeeeeeeeeeaeeeeeeeneas 3 10 Enabling Microsoft Exchange synchronization 0 eee 3 11 Configuring users for e mail notification and synchronization 3 11 Enforcing strong password security nauna nannnnwwnawawannaanannwanan 3 12 Setting up personal call supervision defaults 777 7770020 3 14 Chapter 4 Recording All TeleVantage Calls 22amasun 4 1 About recordingical8 paia NANA Ka aan 4 2 What parts of the call are recorded cesccecceeeeeeeeeceeeeeeeeeeeeseeees 4 2 Exempting queue calls LL eeeeeeceeeeceeeecsneeeeeeeeenceeseeeeasesereneseneeeees 4 2 AA AGE 4 3 Preparing to record all calls ooo eee ee eeeeeeeeeeeeeneeeeeeeeeseeeeeeeeeeeeeeaeeeeaes 4 3 Offloading call recording voice files from your TeleVantage Server 4 3 Storing call recordings on the TeleVantage Server 4 5 Call recordings and voice resources LL Lana nan waa nanawnaanunanana 4 5 Call recordings beeps and conference resources 4 5 Reco
159. 6 Queue 12 Speed Dial SD 617 497 6666 xl Dial by name Directory NA PAGE papa ViewPoint LCD idle message Hel lo Chum Ring volume AG Iv Use voice first answering Pickup answers a ringing SDN Previous Nest Cancel Help Note Digital feature phone users can configure the same settings using the Phone tab of ViewPoint s Option dialog box They cannot however configure SDNs using ViewPoint 7 24 ADMINISTERING TELEVANTAGE Configure digital phone features as follows Toconfigure a phone button click its Button number in the list then select a feature from the dropdown list in the Feature column lt unassigned gt kg l unassigned Access Voice Mail Account Code Call Forwarding CFD Call M Park Unpark Phone Page Primary Directory Number PDN Record Call Redial If you select Access Voice Mail Speed Dial Primary Directory Number Secondary Directory Number or Set Personal Status in the Features list see the following sections for instructions To find which button on a phone corresponds to a button number in TeleVantage press the buttons on the phone The Tele Vantage button number displays in the phone s LCD display for unassigned buttons Note On the T series Norstar phone button settings you make in TeleVantage apply to that button plus one on the phone For example if you assign Speed Dial to button 1 press button 2 on the phone for Speed Dial Button 1 on the T series No
160. 6 8 ADMINISTERING TELEVANTAGE To archive a user s mailbox recordings from the Users view 1 From the Users view choose Users gt Archive voicemail The Archive voicemail dialog box opens Archive Yoice Mail Yin Williams Archive voice mail older than fo days Archive folders fall folders except Deleted x Archive audio format vox X Cancel Help 2 Set the following options m Archive voicemail older than __ days Enter a number of days voicemail older than that will be archived m Archive folders Select either Inbox only or All folders except Deleted m Archive audio format Select VOX or WAV 3 Click OK to archive the user s mailbox recordings according to the selections made The recordings are archived in your default archive location see Archiving call recordings and voice mail on page 12 39 Deleting a user Deleting a user prevents that user from using TeleVantage and removes all of the user s voicemail files from the system unless the voice mailbox is being shared with another user A deleted user s Call Log entries are left in place to maintain an accurate and complete call history on the system Note that you cannot delete the Administrator or Operator user Note Before deleting a user you may want to first archive their voice messages to WAV or VOX files for later retrieval See Archiving call recordings and voice mail on page 12 39 CHAPTER 6 MANAGI
161. 7 xl Iv Bing this phone when the extension is called Ring immediately C Ring after 20 seconds Ring pattern flow tone x i i Cancel Help In the Select station to monitor list select a user for the SDN If you check Ring this phone when the extension is called you can set your phone to either ring immediately or specify the number of seconds to wait before ringing You can also select a specific Ring pattern to distinguish incoming SDN calls from other calls Note Setting the SDN to ring is not the same as having the phone connect to the call immediately when picked up For immediate connection check Pickup answers a ringing SDN on the Phone tab Setting personal status parameters If you select the Set Personal Status feature click the Parameter column to select the personal status to attach to this button Do Not Disturb X lt unassigned gt Do Not Disturb lt unassigned gt In A Meeting p anad5 Out Of The Office unassgne On Vacation lt unassigned gt Available Queue Only lt unassigned gt Available Non Queue imassinned gt On Break The button functions as a toggle that switches your personal status between the personal status selected and Available You cannot assign custom personal statuses to feature phone buttons To set custom personal statuses you must use the telephone commands or ViewPoint Setting Access Voice mail parameters If you select the Access Voice Mail
162. Because defining external stations requires a restart of the TeleVantage Server you should schedule this procedure for a time when your phone service will be least affected 7 8 ADMINISTERING TELEVANTAGE To define the number of external stations 1 Choose Tools gt System Settings 2 Click the Server tab E A Number of extemal stations feo Call Data Organizations J Generate tones using software Pu inses Hous T Server should not detect devices during startup Licenses Dial by name Directory T Allow voice first answering 3 In Number of external stations enter the number of external phones that you want to be configured as external stations Click OK Restart the Tele Vantage Server to have the change take effect See Shutting down the TeleVantage Server on page 12 56 The external stations are given station IDs beginning where the internal stations left off For example if your internal stations are station IDs 1 14 and you create 4 external stations the external stations will be station IDs 15 18 To see the station IDs of your external stations go to the Device Monitor view and look in the stations pane External stations have Device Type EXT and by default appear at the bottom of the station list Note If you later add or remove Dialogic boards and your external station IDs change you can select Tools 5 Adjust Station IDs and re assign the station IDs in your system to match whe
163. Browser for the first time enter a User Name of Archive Admin leave the Password field blank and then click OK Otherwise log in as any archive browser user with Archive Admin privileges Close the Search Archived Recordings dialog box when it opens Important Be sure to change the default password for the Archive Admin user for improved security 3 In the Archived Recording Browser choose Tools gt Manage Archive Users The Manage Archive User dialog box opens Manage Archive Users x m rchive Users Add Edit mes 4 Password protect the default Archive Admin user To do so select the Archive Admin user and then click Edit In the Edit Archive User dialog box enter a Password and then click OK twice to save the new password CHAPTER 12 MONITORING AND MAINTENANCE 12 47 5 To add another archive browser user in the Archived Recording Browser choose Tools gt Manage Archive Users and then click Add The New Archive User dialog box opens g New Archive User E x Archive User User name Password T This user has Archive Admin privileges Archive User Access Rights User has rights to see all recordings in database User only has the rights specified below Selected access rights Available access rights Servers z No restrictions on this user Eal Ea Enter the User Name and Password for the archive browser user
164. Call External Number Call Workgroup ape Do Not Sent to User s ea Disturb Voice Mail Routing List Possible Options Prompt to Transfer Hang Up Ring User s Return to Auto Attendant Station CHAPTER 10 HANDLING INBOUND CALLS 10 3 About auto attendants By default TeleVantage uses auto attendants to route calls to users Auto attendants automatically answer incoming calls and offer callers options for directing their calls For example your main auto attendant might say Welcome to Barchetta Industries You may dial an extension at any time For Sales press 1 For Customer Support press 2 To hear a recorded message about our special offers press 3 To speak to the Operator please hold What callers can do at an auto attendant You can set up an auto attendant to let callers do any of the following Dial an extension Dial a user by name in the dial by name directory Log in using a TeleVantage extension and password Hear a recorded message Transfer to a user queue workgroup or IVR Plug in Transfer directly to a voice mailbox to leave a message Transfer to another menu another auto attendant You can also specify an automatic action to take if callers do nothing How you can use auto attendants You can use auto attendants in powerful ways as follows You can create additional auto attendants and assign them to different trunks or DID numbers For example if you distribute different phone n
165. Data Type For example by default the sentence ToPurgeMsg sentence plays as To permanently delete the 1 message in your ViewPoint s Deleted folder press 3 Otherwise press 4 By changing the Value of Variable 1 to 6 the sentence plays as To permanently delete the 6 messages in your ViewPoint s Deleted folder press 3 Otherwise press 4 Click Clear to return all Values to their original settings 13 12 ADMINISTERING TELEVANTAGE Localizing the telephone commands The TeleVantage Localization Kit is available if you want to localize and record the telephone commands in another language The Localization Kit includes all the necessary documentation and tools for localization Although the process for recording system prompts is the same for localized system prompts the localization process requires several more steps which are described in the Localization Kit For more information about the TeleVantage Localization Kit contact your TeleVantage provider Changing the TeleVantage ringback tone By default the ringback tone the sound you hear when the phone you dialed is ringing is the United States tone To rerecord this tone rerecord the file Ringback vox located in the following directory on the TeleVantage Server computer C TeleVantage Server vfiles User For instructions on rerecording the file see Recording over system prompts on page 13 6 Changing the offhook alert audio When a Tele
166. E SOFTWARE SBLabs dm3ssp m Description A description of the span Include the IP address of the span in the description for easy reference m Number of trunks The number of trunks contained in the span In general you should enter a number that does not exceed the number of IP Media resources available from your Intel IP ports To find the number IP Media resources available see Installing Intel Telephony Components Under certain circumstances you may enter more trunks than you have available IP Media resources thus potentially saving the purchase of an additional board See Entering more trunks than you have RTP resources on page 14 7 Note If you later reduce the number of trunks the last numbered trunks will be deleted If you later increase the number of trunks new trunks will be added at the end with the properties defined in the Trunks tab m Starting trunk number The starting trunk number of the span The dialog box shows you the range of numbers of the trunks belonging to this span If your system also has other trunks such as analog ISDN or H 323 the other trunks must have the lower trunk numbers than SIP trunks If you have not added the other trunks yet leave room for them in your numbering of the span Send inbound calls to Select the auto attendant user or IVR Plug in that answers all inbound voice calls on the trunks in this span m Connect inbound calls Whether or not to use Delayed Answer on this spa
167. E mail Notification F Greetings 2 used 1 3 MB out of 68 7 MB F E Security CallLog 232 0 KB Audio E Call Log and Trunk Log Trunk Log 40 0 KB Internal Dialing External Dialing Refresh Emergency Recordings Queue Storage Special Directories Analog Trunks Problem Report Wizard aS 1 FE Cancel Help The tab provides the following storage information Database Percentage of disk space allocated for the TeleVantage database that is currently used also shown in kilobytes used out of the total number of kilobytes allocated The size of the TeleVantage database is set and the required disk space allocated when the TeleVantage Server is installed The default database size is 100 MB It will grow automatically up to a maximum of 2 GB if you are using the MSDE database or to the size of your hard drive if you are using SQL Server Standard or Enterprise editions See Installing Tele Vantage for supported databases and requirements When you start the Administrator TeleVantage displays a warning message if the TeleVantage database is 80 or more full You should check the database usage periodically to make sure that you are not running out of space You will also automatically receive e mail notifications of low space if you have set up Windows Event Log notifications see Setting up TeleVantage Event Log notifications on page 12 21 Messages
168. ER 5 MANAGING TRUNKS AND SPANS 5 31 Without this change international calls will fail because Tele Vantage does not provide the parameter indicating national or international calls that ISDN Megacom service requires For each outbound call TeleVantage checks the dial string to see if it is prefixed with the number specified in Alternate Called Number prefix If it does not contain the international prefix the call proceeds like a normal domestic call and no further steps occur If it does contain the international prefix TeleVantage strips the prefix from the dial string and then checks whether Alternate Called Number type and Alternate Called Number plan are present If they are TeleVantage uses them to override the called number Type and called number Plan parameters Adding an Internet SIP or H 323 span For instructions on adding a SIP span see Adding a SIP span on page 14 4 For instructions on adding an H 323 span see Adding an H 323 span on page 15 5 Entering trunk defaults for a span When you create a new digital span you can set the defaults for all the trunks in the span on the Trunks tab Undefined Robbed Bit T1 Span General Signaling Trunks on this span will be created using these settings To change the properties of an individual trunk click OK to create this span and its trunks then select the trunk and open it jv Accept Inbound calls Calls are sent to Defaut Auto Attendant
169. Gateway IP address of the H 323 Gateway Used when SNTP is obtained from a remote server TFTP Server IP lt 192 168 1 136 gt IP address of the TFTP server TFTP User lt IPPhoneAccess gt User account to access the TFTP server for the configuration files Using anonymous is not recommended for security reasons TFTP Password lt IPPhonePassword gt Password for the TFTP user account SNTP Address lt 192 168 1 136 gt IP address of the time server This setting enables the Polycom IP phone to display the correct time if DHCP is disabled 15 24 ADMINISTERING TELEVANTAGE Setting Value Comments Offset in hours from Greenwich Mean Time if DHCP is disabled You can find your GMT offset by looking at the time zone settings on your computer For the eastern United States the GMT offset is 5 GMT Offset lt 5 gt Using the Polycom IP phone The Polycom SoundPoint IP 400 and SoundPoint IP 500 phones have several features that are valuable to TeleVantage users The LCD screen in addition to editing configuration settings also provides line appearances and soft keys When an incoming call is received from TeleVantage the screen shows the contact name if the call is recognized as a contact or Caller ID information To brighten or darken the contrast on the LCD screen simultaneously hold down the and 0 keys buttons 12 13 and 14 on the diagra
170. Guide CHAPTER 10 HANDLING INBOUND CALLS 10 17 You can have an auto attendant attach custom data variables or skill requirements to a call in the following ways m To every call handled by the auto attendant See the next section m To each call that selects a specific menu choice See Adding or editing a menu choice on page 10 11 m To each call handled by a schedule rule See Scheduling transfers and greetings on page 10 14 Attaching variables or skill to all calls handled by an auto attendant To have an auto attendant automatically attach custom data variables and or call center skill requirements to every call that it handles do the following 1 Edit the auto attendant in the Auto Attendant view to open the Auto Attendant dialog box 2 Click the Advanced tab The tab lists the custom data variables and skill requirements defined so far to be attached to all calls 3 Click Add The Custom Data Skill Requirement dialog box opens Custom data PriorityCaller gt sy Variable value C Agent skill fi r z i Minimum value Maximum value fi NG Cancel Help 4 Do one of the following m To add a custom data variable click Custom data select the variable from the dropdown list then enter a value for a variable in Variable value The custom data variable will be set to that value for all calls handled by the auto attendant Click ei to create a new custom data variable m To ad
171. HONY 14 9 Setting DTMF Transmission Mode and RFC2833 Payload Type To set SIP DTMF Transmission Mode and RFC2833 Payload Type go to the Codecs tab of the SIP span dialog box Use the Transmission mode field to specify how digits within a SIP call are transmitted Use the RFC2833 payload type field to specify the RTP payload type that will be used by RFC2833 DTMF events It is used only if Transmission mode is set to via rfc2833 In most cases you won t need to modify this parameter since almost every SIP end point uses payload type 101 the default value Configuring a user for a SIP phone Each user with a SIP phone must have an external station configured with a SIP phone as its destination SIP phones include the Vertical Aastra 480i 9133i or 9112i phones and the eyeBeam SIP softphone Before beginning make sure there are enough unassigned external stations for the SIP phone users To check look in the Device Monitor for unassigned stations of type EXT see Using the Device Monitor view on page 12 3 To add more external stations see Defining the number of external stations on page 7 8 To assign a user a SIP phone as an external station 1 Double click the user in the Users view to open the User dialog box You can also right click the external station in the Device Monitor and choose Create user 2 On the User General tab give the user a station ID that corresponds to an unassigned external sta
172. ID this is the only way to let callers dial a user directly without going through an auto attendant To route calls on a trunk to a user select a user in the Calls are sent to dropdown list on the Trunk dialog box See Adding an analog trunk on page 5 12 10 20 ADMINISTERING TELEVANTAGE Routing calls to extensions To route calls on a trunk to any extension user auto attendant queue IVR Plug in or workgroup modify the trunk in the dialog box specified in the next table Trunk type To modify trunk open this dialog box Analog trunk Trunk dialog box Robbed Bit T1 Robbed Bit T1 Span dialog box Trunks tab span Internet span Internet Span dialog box General tab ISDN CAS T1 E1 ISDN CAS T1 E1 Span dialog box Trunks tab span For more information about routing inbound calls on a trunk see Chapter 5 Managing Trunks and Spans Routing calls to workgroups You can have incoming calls ring the phones of all users in a workgroup at the same time The first user to answer the call is connected to the caller This feature is handy for departments or small offices in which it does not matter who answers an incoming call To route calls on a trunk to a workgroup select a workgroup in the Calls are sent to dropdown list on the Trunk dialog box See Adding an analog trunk on page 5 12 Note You can also select a workgroup in the Faxes are sent to dropdown list on the Trunk dialog box to di
173. IP message faked to look like it was the external station connecting To protect against such fraud you can have your SIP phones perform authentication whenever they connect to TeleVantage Authentication involves configuring Tele Vantage to require authentication then configuring each SIP phone with the proper authentication credentials You can base SIP phone authentication on any of the following methods m A username and password entered in the SIP span This is the more convenient method as you can hand out one set of credentials to enter in every SIP phone s configuration m The user s extension and TeleVantage password This method is the more secure but potentially more labor intensive Each SIP phone must be configured with the individual extension and password of its user and the phone configuration must be updated each time the user s password changes or expires see Enforcing strong password security on page 3 12 This method is most appropriate for users who configure their own SIP phones A custom username and password specific to the phone Again each SIP phone must be configured with the individual username and password This is method is most appropriate when someone who does not know a user s password configures the phone or when multiple users share and configure the same phone You choose the authentication method on a phone by phone basis So for example you could have span based authorization for most phones
174. IS is automatically retrieved by TeleVantage for ISDN T1 trunks and E1 trunks Adding a digital ISDN BRI span Before adding an ISDN span see Appendix B of Installing Intel Telephony Components for information on configuring your ISDN trunks Use the following procedure to add a new ISDN Basic Rate Interface BRI span To add Primary Rate Interface PRI spans see Adding a digital ISDN or CAS span on page 5 19 1 Choose Trunks gt New Trunk gt ISDN BRI Span A new ISDN BRI Span dialog box opens General Tuning Trunks Caller ID Settings Outbound Caller ID BRI board number a Description mo Number of ports fe x Protocol JaTSsesSBRI o Starting trunk number E This span maps to trunks 5 through 20 Connect inbound calls immediately when received x r Service Profile Identifier Number i Cancel Help 2 Click the General tab and specify the following information for the span BRI board number The sequence number of the span CHAPTER 5 MANAGING TRUNKS AND SPANS 5 21 5 Description A description of the span typically including the main phone number of the span Number of ports The number of trunks supplied by your Dialogic BRI board If you are using a BRI 80 SC board select 8 If you are using a BRI 160 SC board select 16 Protocol The protocol of your BRI span as given to you by your BRI supplier Starting trunk number The starting trunk number of the span The
175. Line used to dial phone numbers over a Centrex trunk Enter a dialing prefix typically 9 to get an outside line from Centrex You can also support the dialing of Centrex PBX extensions over the same trunks by creating a Centrex PBX Extension dialing service without entering a dialing prefix To create a Centrex PBX Extension service voicemail that accesses a PBX that provides voicemail Enter a prefix that takes users into voicemail Enter a suffix that takes them directly to their new messages CHAPTER 9 MANAGING OUTBOUND CALLS 9 11 m Tocreate a Phone Number service Calling Card that makes it easy for users to charge calls to a calling card company Enter a dial prefix that is the entire number used to access the calling card company including the calling card number and then enter a dialing suffix that is the number of the credit card used to pay for these calls All users need to do to charge a call is dial the access code for the dialing service then the number they want to call The dialing service automatically dials the number of the calling card the prefix then dials the number the user dialed and finally supplies the credit card number the suffix Prevent hold transfer and other call control This option on Centrex PBX Extension dialing services is primarily for calls to external overhead paging devices or for any other time where you want a call go directly out through a port without any call prog
176. MWI requests on page 14 18 If necessary use the Tuning tab to change low level SIP span settings for the best connection See Installing Tele Vantage Click OK to add the span to your configuration After creating a SIP span be sure to create a SIP dialing service See Adding a dialing service on page 9 9 Then unless you want to change codecs from G 711 you can proceed to Configuring a user for a SIP phone on page 14 10 14 6 ADMINISTERING TELEVANTAGE Entering more trunks than you have RTP resources Under certain circumstances you may create a SIP span with more trunks than you have available RTP resources thus potentially saving yourself the purchase of additional IP hardware or HMP licenses You may have more SIP trunks than RTP resources if m You have the RTP relay enabled See About SIP off bus routing on page 14 46 m You are not doing system call recording on all calls m The majority your call volume consists of two party calls between SIP endpoints SIP stations SIP PSTN gateways or SIP based Internet Telephony Service Providers m You have set aside additional RTP resources for each expected caller waiting in a call center queue or ACD workgroup To do a What if analysis to see how many more trunks you can create beyond your RTP resources Tele Vantage provides a Microsoft Excel spreadsheet called InteIRTPResourceNeeds xls located in the Tele Vantage Administrator directory by defaul
177. N span Note You can test your ISDN line to see if it supports this feature using the TeleVantage Two B Channel transfer utility See Appendix B of Installing Intel Telephony Components Using ISDN BRI point to point protocol Some ISDN BRI providers require the point to point protocol You can activate the point to point protocol using the PointToPoint field on the Tuning tab for the span Important If PointToPoint is set to to Yes Check DLink Status must also be set to Yes Likewise if PointToPoint is set to No Check DLink Status must be set to No Setting location and Caller ID settings When adding a Robbed Bit T1 or ISDN span use the Caller ID Settings tab to specify the Server s location and how it handles incoming Caller ID in different formats Note The location settings can affect your outbound Caller ID For example if your carrier expects a ten digit Caller ID number and you are sending a seven digit local number TeleVantage appends the area code specified on this tab For more about outbound Caller ID see the next section CHAPTER 5 MANAGING TRUNKS AND SPANS 5 25 To specify location and Caller ID formats 1 Click the Caller ID Settings tab Undefined ISDN CAS T1 E1 Span General Tuning Trunks Caller ID Settings Outbound Caller ID m General Country Region United States ofAmerica Long distance prefix fi Intemational prefix for Area code jz
178. NG USERS AND ROLES 6 9 About the User dialog box To create a user choose File gt New gt User The User dialog box opens Type First name PO Last name DC Title CT Extension fo Station ID DID number Emo Password Confirmation ot User Account Codes Call Log ISDN Outbound Caller ID Numbers SIP Accounts EF Voice Mail E mail Notification Pager Notification Call Notification E Phone Call Announcing Station Features Caller ID Display Ring Patterns Hands free Automatic Log Out Audio Hold Music Voice Title Disk Usage gt Comments Operator Operator x 0 NT account TT Cancel Help pe a Click in the tree pane on the left to select a tab in the User dialog box Click a F to expand a tab category The following table provides an overview of the tabs and reference to where each is documented in detail User dialog box tab Overview See Basic user information including name User extension station ID and password p 6 12 password Whether and under what circumstances Account Codes TeleVantage prompts the user to enteran p 6 15 account code Whether the user s calls are logged and Call Log whether the user belongs to an p 6 15 Organization Personalized outbound Caller ID SON Obibound CalleriD information for ISDN trunks psbalG 5 voice mailbox size and features voicem
179. NXXXXXX Route 78 All trunks 9 Always A INxxNxxxxxx stop All lines busy 10 Always A Route 79 TI line Rules 1 10 in the preceding figure work as follows i This rule is defined so that calls from specific users for example all users in the XYZ Organization are routed to the T1 line dialing service You might do this if your other trunks are paid for by a different business that is sharing the system See Using Organizations on page 11 2 for more information about handling multiple businesses on a system This rule is defined so that users are not permitted to place international calls with this routing service This could be useful if you only want international calls to be placed by users who have been given a special access code that corresponds to a different dialing service This rule is defined so that calls to 900 pay per minute numbers are prevented You could replace 900 with a routing variable that matches all pay per minute numbers See Adding custom routing variables on page 9 32 This rule is defined so that 411 calls are routed to the T1 line dialing service which was created to place calls over a TI line This rule is defined so that call processing stops and a message plays if all trunks are busy on T1 line The message says that all lines are currently busy Without this stop rule rule 9 would match 411 calls also so this stop rule causes a much quicker timeout when no lines are availabl
180. ONY 14 47 SIP to SIP call with third point audio If a call between two SIP end points involves audio to or from a third source for example call recording coaching or monitoring then TeleVantage uses both off bus routing and the TDM bus Using the TDM bus requires 1 Intel RTP resource per SIP end point and also can consume voice resources and conference resources depending on the operation being performed for example playing audio into a call will consume 1 conference resource and 1 voice resource SIP end point RTE Pilip SIP end point Signaling Signaling Y TeleVantage Server Y SIP Trunk SIP Trunk RTP RTP Relay aii RTP Relay Uses CPU RTP resource Call recording RTP resource I f y TDM bus Non SIP end point enters the call If a non SIP end point enters a SIP to SIP call then Tele Vantage ceases using the RTP Relay and routes the call using the TDM bus which consumes 1 Intel RTP resource per SIP end point and the appropriate number conference or voice resources depending on the media operation if any The changeover can happen dynamically within a call Scenarios include the following m The call is conferenced m One end point is transferred to a non SIP phone m One end point accesses any Tele Vantage feature requiring a voice resource for example hold music verbal call scre
181. P address Configuring the PBX IP Media Gateway device for use with TeleVantage To use a PBX IP Media Gateway phone with TeleVantage you must configure it through the Gateway device as follows 1 The first step is to add a temporary route to the PC that you are using to access the Gateway From the Windows Start menu choose Start gt Run type cmd in the Run dialog box and click OK When the DOS window appears type the following command route add 10 12 13 74 lt PC Adapter IP gt For example if your PC s IP address is 198 1 3 25 then the command executed would 15 32 ADMINISTERING TELEVANTAGE be route add 10 12 13 74 198 1 3 25 2 Point your web browser to the IP address of the Gateway device on your LAN By default it is http 10 12 13 74 3 At the logon page enter a valid username and password By default the username is admin and the password is IpodAdmin both are case sensitive 4 Select IP on the navigation bar to go to the IP page Make sure that Subnet Mask is set to the correct Subnet Mask for your Tele Vantage Server The Default Network Gateway Address setting is not necessary and can be set to 0 0 0 0 unless the PBX IP Media Gateway device will be connecting to another subnet 5 Select System on the navigation bar to go to the System page From the Operating Mode dropdown list select H 323 Driving Under PBX Type select Magix Make sure that PCM Coding is set to uLaw 6 Select Phone
182. P server and copied the contents of the TeleVantage Master CD s IPPhones SIP Aastra directory to the TFTP server s root directory See Chapter 17 of Installing Tele Vantage for instructions 14 22 ADMINISTERING TELEVANTAGE Configuring a Vertical Aastra SIP phone involves these tasks described in the following sections 1 Configuring the Vertical Aastra SIP phone configuration files 2 Specifying the TFTP server address 3 Resetting the phone to pick up configuration changes This section covers only those configuration settings necessary for the Vertical Aastra SIP phone to work with TeleVantage Other settings may be left in their default configuration Note Aastra SIP phones must be restarted if configuration changes are made to the SIP span or the user s SIP phone external station settings Configuring the Vertical Aastra SIP phone configuration files The following configuration files that you copied from the TeleVantage Master CD s IPPhones SIP Aastra directory into your TFTP Server s directory are used as templates to configure any Vertical Aastra SIP phone and can be modified if needed to change the phone s soft buttons or other features Note There is no need to edit these files if you are satisfied with the default buttons and behavior However if you want to edit any of the behavior simply open the files with Notepad and make the changes you need m Aastra cfg This file is a master template used by ev
183. PermiSSiONS ee eeeeeeeeeeeeneeeeeeeeeeeeeeeneeeeaeeseneeeeeneeee 6 50 General user permissions eee ee eeeeeee eee eeeeeeeeeeeeaeeeeseeteaeeeneeees 6 51 Dialing permissions eee eceeeeeeeeeeeeeeeeeeeeeeeeeteaeeeeeeeeeeeeeeeaeteas 6 55 Helping new users get Started eee eeneeeseeseeeeeeeeeeeeneeteneeeneees 6 56 Reducing TeleVantage complexity by hiding features 6 57 Chapter 7 Managing Stations cccccesssseeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeees 7 1 About TeleVantage stations eeeecceeeseceseeeeeeeeeseeeeeaeeseaeeeeneeeeeees 7 2 Assigning stations to USErs u Laan nna wan awnwwnananawaawaaswauwaasanunana 7 2 Assigning analog stations 1 4 for failover support 7 2 About stations and users Laan anan nna waw wwawanananuwananasanunasunsunaanwann 7 2 About stations and workstation computers ana annnwnawnaannaan 7 3 Viewing station activity mnanaanwanaaawawananananunananasnsunasansunaanwsn 7 3 Applying phone settings in bulk 2 7 7maaunaaawananunanaanannanansannasannaann 7 4 Which phone settings can be applied in bulk eee 7 4 Saving settings as a default phone template eee eeeeeeeeeeeeees 7 4 Setting and applying phone settings in bulk 00 eee eee tere 7 5 Using initernal stationg 1 1 AA 7 7 Supporting different types of analog CLASS phones 7 7 Using external Stations icep ice ccvsdeten GA 7 8
184. R 9 MANAGING OUTBOUND CALLS 9 29 the users or roles you want to the Selected Members list by selecting them and clicking Add If a role is selected all users in the role are members Routing Rule Members All users roles and gateways Selected members Administrators day Kenneth Deimoch Miri Anatolia Cube 101 manors Vin Williams Dingo Frye Frank Smith John Sargent Joshua Fields Kevin Flaherty Operator Queue Supervisors Shannon Rose Ryan Users Click OK to return to the Add Routing Rule dialog box The rule will be used only on calls from the users in the Selected Members list Note If your TeleVantage Server is shared between different organizations you can use the Membership feature to restrict the use of some trunks to members of a role that has the same members as the organization You might do this for example if one company had paid for certain proprietary trunks See Chapter 11 Tracking and Distinguishing Calls Execute the following action In this section of the dialog box you can specify the action to be performed with the dialed digits You can choose one of two actions you can either Route which passes the number to the target dialing service or Stop which stops processing any further routing rules that use this pattern The action you choose appears in the Action column of the Routing Rules tab m Route the call to another dialing service Select this option if you want the number passed to
185. SMTP valid e mail addresses must be in the format of user company com If using MAPI e mail addresses must be resolvable via the Microsoft Outlook address book In the next dropdown list choose whether the voice message is attached to the e mail as a WAV file by selecting one of the following Do not attach voice message The voice message is not attached to the e mail Attach voice message Messages are attached to the e mail and also appear in the user s TeleVantage Inbox marked as unheard Attach voice message and mark as already heard Messages are attached to the e mail and appear in the user s Inbox marked as already heard Attach voice message and delete from Inbox Messages are attached to the e mail only and do not appear in the user s Tele Vantage Inbox You cannot select this option if Exchange synchronization is enabled for a user see Enabling Microsoft Exchange Server synchronization on page 6 19 CHAPTER 6 MANAGING USERS AND ROLES 6 21 Setting pager notification 1 2 Select the Pager Notification tab Select whether pager notifications occur and if so how often See Determining which voice messages send notification on page 6 21 In the Page using field select the dialing service that you want Tele Vantage to use to dial the user s pager In the Dial Sequence field enter the dial string for the pager including the phone number of the paging service and the pager s PIN if required
186. STATIONS CHAPTER CONTENTS About TeleVantage stations 0 000 Applying phone settings in bulk 2 0 0 0 e ee eee Using internal stations 0 0 0 cee eee Using external stations AA Assigning and configuring a user s station Configuring digital stations 0 0 ee eee Configuring stations for special use 000 0c About TeleVantage stations A station is a TeleVantage phone or other telephony device such as a softphone application fax machine or music on hold player To include a phone as part of the TeleVantage system you must define it as a station by assigning it to a user Every station must be assigned to a user For unattended phones such as a conference room phone create a placeholder user for example named Conference Room 3 and assign the phone to that user You configure station behavior by editing the user For a list of phones and phone types supported by Tele Vantage see Chapter 5 of Installing Tele Vantage There are two types of TeleVantage station m Internal stations Phones connected by physical wire to a station board in the TeleVantage Server computer This can include analog and digital phones m External stations Phones that are not physically connected to TeleVantage for example cell phones or home phones that are defined to behave as Tele Vantage stations This also includes all IP phones whether in or out of the office See
187. Server SIP Accounts tab and click Add 14 20 ADMINISTERING TELEVANTAGE m User To create or customize an individual SIP account for a user double click the user in the Users view to open the User dialog box go to the User SIP Accounts tab and click Add The SIP Account dialog box opens Display name Userinfo of SIP URI lt sip 207 79 15 11 gt IV Default account for outbound calls This is a local account at 207 79 15 11 he s9 This is an account at external server 11 Pi F REGISTER address of record for this account FT This account requires authentication User name Uo Confirm Cl Cancel Help 2 Under Display name enter the user s full name or whatever you want to appear in the display name portion of the SIP URI for example Vin Williams in Vin Williams lt sip vwilliams example com gt For a system SIP account you might enter TeleVantage For a user s SIP account you should enter the user s name 3 Under Userinfo of SIP URI enter the portion of the SIP URI that appears before the sign as follows m When creating a system SIP account for an external SIP server enter the userinfo given to you by the SIP server When creating a system SIP account to set local system defaults you can enter anything here users extensions become their default userinfo Forauser s SIP account enter a version of the user s name for example vwilliams
188. TER 14 CONFIGURING SIP INTERNET TELEPHONY 14 39 Caching and re using SIP authentication credentials You can use the SIP span s UacAuthCacheTimeout tuning parameter to accommodate some SIP providers requirements or your own organization s security preferences When TeleVantage acts as a SIP client sending requests INVITE or REGISTER to a server that requires authentication it avoids extra round trips caused by 401 Unauthorized or 407 Proxy Authorization Required responses by caching authentication challenge parameters received from authenticating servers and re using them in subsequent requests to those servers Caching and reusing authentication challenge parameters decreases security and is not allowed by some SIP providers If your Tele Vantage systems interacts with such a provider modify TeleVantage s caching behavior by setting the tuning parameter UacAuthCacheTimeott to 0 The UacAuthCacheTimeout setting specifies a timeout in seconds for how long TeleVantage re uses authentication challenge parameters By default this parameter is set to 1 meaning that authentication challenge parameters are refreshed only when the authenticating server responds with 401 Unauthorized or 407 Proxy Authorization Required When set to 0 TeleVantage doesn t cache authentication challenge parameters at all meaning that a request requiring authentication by remote server completes in two steps first TeleVantage se
189. TeleVantage 15 13 Installing the Uniden IP phone oe eee ese ceeeneeeeeneeeeeeteeteeeeneee 15 13 Configuring the Uniden IP phone eee ee esceeeeeeeeeeeeeeeeeeeees 15 13 Using a Uniden IP phone eee aaa 15 16 Contacting Uniden ee eeeeceeeecseeeeeeeseeeeaeceeeeaeeeeseeesaeeeateeeeaeeeas 15 17 Configuring an H 323 Polycom IP phone for TeleVantage 15 18 Overview of TeleVantage Polycom IP phone integration 15 18 Editing the Polycom configuration files 0 00 eee eeeeeeeeeereeeees 15 18 Configuring the Polycom IP phong 0 0 eee eeeeeeeeeceeeeeeeeeneeees 15 22 Using the Polycom IP phone eee eeeeseeeeceeeereeeeeeeeseeeeaeeeeeees 15 25 Issues with hold for users of Polycom IP phones eee 15 28 Issues for Administrators of Polycom IP phones 15 28 Contacting POly COM ae e a e a e na aeaaeai inia 15 28 Sample configuration files eee seeeeeeeeceeeeeeeeseeseaeeeeeeeeeaeeees 15 29 Troubleshooting a Polycom IP phone sseeseeseeseeereeereeeree 15 31 Configuring a PBX IP Media Gateway for TeleVantage 15 32 Configuring the PBX IP Media Gateway device for use with Tele antagal AA ANNGANA 15 32 Using a PBX IP Media Gateway phone with TeleVantage 15 34 Dialing a PBX IP Media Gateway phone directly 15 34 ADMINISTERING TELEVANTAGE Using H 323 terminals with TeleVantage cceeeeeeeeeeeeeeeneeeee
190. TeleVantage data to another PC 1 Itis critical to make sure that the new TeleVantage Server is running exactly the same version of Tele Vantage including service packs or patches 2 Perform a backup of the original Server as described in Backing up TeleVantage data on page 12 54 3 Restore the backup to the new Server as described in Restoring Tele Vantage data on page 12 54 Shutting down the TeleVantage Server Some actions require shutting down or restarting the TeleVantage Server for example installing new voice boards While the Server is shut down all TeleVantage processing is stopped including the following m No inbound calls are received Callers dialing the TeleVantage system hear whatever signal your telephone company provides On analog trunks this is usually ringing On digital trunks it may be a fast busy signal m No calls can be placed Stations provide no dial tone m TeleVantage ViewPoint applications on the network are disconnected Each ViewPoint displays a Retry message when the Server first shuts down To shut down the Server To shut down the Server choose Tools gt Shut down Server in the Administrator or Device Monitor The Shut Down TeleVantage Server dialog box opens Shut down TeleYantage Server on 207 79 15 Begin shutdown sequence 1 Delay 5 minutes Shutdown at 4 56 28 PM 2 JV Prevent new incoming or outgoing calls 3 3 5 a Immediately terminat
191. TeleVantage is ringing the device Incoming call A call is arriving at the device Offering call TeleVantage is playing a call offering prompt In call The device is in use phone off hook Taking message A voice mailbox greeting is playing or a voice message is being left Reorder The device has been left off hook for too long or is in an error condition Dialog node Caller is listening to the auto attendant menu or going down a routing list Hold recall A call on hold or parked is ringing back the user who placed it there Audio Ctl User is using the audio controls to play record or otherwise manage an audio file Logging into TUI User is logging in to his or her account using the telephone commands 12 8 ADMINISTERING TELEVANTAGE Status Description Navigating TUI The user is using the TeleVantage telephone commands Screening message The user is listening to a voice message being left Dialing external An external number is being dialed number Playing hold music The device is used for music on hold Plugin Custom statuses set by an IVR Plug in Hands free The device is in hands free mode Disabled The device is not responding to device status queries Out of service Not configured The device is not currently used Not installed The device has been configured but the supporting hardware has not yet been installed Blocked An Alarm condition
192. Use SIP INFO message to detect and transmit DTMF tones using the SIP signaling path RFC 3581 An Extension to the Session Initiation Protocol SIP for Symmetric Response Routing SIP INFO method for DTMF Generation Support for out of band digit transfer using SIP INFO message For more info see http Awww cisco com en US products sw iosswrel ps1839 products_feature_guid e 09186a00800b5db6 html ADMINISTERING TELEVANTAGE CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY CHAPTER CONTENTS About H 323 Internet telephony and TeleVantage Using a host based or an embedded stack aa Adding an H 323 5pan 2 psa Bina Mess Had An ed ted NAA ea ea ed Configuring a user to use an H 323 phone a Connecting and configuring H 323 phones a Configuring an H 323 Uniden IP phone for TeleVantage Configuring an H 323 Polycom IP phone for TeleVantage Configuring a PBX IP Media Gateway for TeleVantage Using H 323 terminals with TeleVantage 0a Connecting two Servers using H 323 Gateways Receiving Caller ID from third party H 323 gateways About H 323 Internet telephony and TeleVantage Developed by the telephone companies the H 323 Internet protocol enables communication with H 323 compatible devices such as Microsoft NetMeeting H 323 phones
193. Users dialog refrain from highlighting warnings in the next pass check Ignore warnings 3 Repeat until all users have been successfully imported Note If you import a user with a call forwarding number TeleVantage assigns the dialing service based on the type of number For example if the number is an IP address and you have an Internet dialing service that service is assigned Applying user settings in bulk Instead of editing users one at a time you can apply one or more user settings across multiple users at the same time With this feature you can m Quickly create a group of new users with similar settings m Edit one or more user settings across multiple existing users with one command For each user setting you choose whether to apply it or leave it unchanged For example you can increase mailbox size to 100 minutes across multiple users leaving all other settings of those users unchanged You can also save a collection of user settings as a user template User templates can be used as default settings when creating new users or loaded later as a basis for applying to new users Which user settings can be applied in bulk You can apply only those settings that can reasonably pertain to multiple users at once You cannot apply in bulk the following types of setting m Unique user identifiers For example name extension DID number station ID voice title e mail address SIP account personal numbers notification of n
194. VICE GIVEN BY VERTICAL DEALERS DISTRIBUTORS AGENTS OR EMPLOYEES WILL IN NO WAY INCREASE THE SCOPE OF THIS WARRANTY NOR MAY YOU RELY ON ANY SUCH WRITTEN OR ORAL COMMUNICATION Some jurisdictions do not allow the limitation or exclusion of implied warranties or liability for incidental or consequential damages and some jurisdictions have special statutory consumer protection provisions which may supersede this limitation so the above limitation or exclusion may not apply to you This warranty gives you specific legal rights and you may also have other rights which vary from jurisdiction to jurisdiction This software and license may not be transferred or resold without authorization from Vertical Communications Inc THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS AS IS AND ANY EXPRESS OR IMPLIED WARRANTIES INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED IN NO EVENT SHALL THE COPYRIGHT OWNER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT INDIRECT INCIDENTAL SPECIAL EXEMPLARY OR CONSEQUENTIAL DAMAGES INCLUDING BUT NOT LIMITED TO PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES LOSS OF USE DATA OR PROFITS OR BUSINESS INTERRUPTION HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY WHETHER IN CONTRACT STRICT LIABILITY OR TORT INCLUDING NEGLIGENCE OR OTHERWISE ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE EVEN IF ADVISED OF THE POSSIBILITY OF SUCH
195. Vantage station is left offhook for too long it plays the prompt Please hang up and try your call again followed by a loud reorder tone for two minutes similar to the tone played by telephone companies To change the offhook audio change the following files m HangUp vox The verbal prompt m OffhookAlert The reorder tone Setting up system wide music on hold The system wide music on hold is the music that all callers on hold hear unless a user or queue has selected a different source To set up system wide music on hold 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Choose the Audio tab 3 Check Play hold music from and select the music on hold source from the dropdown list If lt no hold audio sources gt is displayed you have not defined any music on hold sources Click xy to add a music on hold source See the next section for instructions 4 You can use the slider bar to adjust the hold volume from all audio files on the system You must click OK for the volume setting to take effect To check the volume pick up a TeleVantage station press 19 and enter the ID of a file based hold music source This volume setting has no effect on hold sources from station or audio input devices CHAPTER 13 MANAGING SYSTEM PROMPTS AND AUDIO 13 13 5 Click OK It is highly recommended that you use music on hold for systems with call centers or systems that use follow me call for
196. You can then set up a routing service that can route the call through either dialing service The routing service automatically assigns the highest priority to the dialing service of the least expensive carrier based on the call s time of day Users do not have to remember separate access codes for the two carriers because they always dial the access code for the routing service An example of routing rules Arrange your routing rules in the order that you want them to be evaluated and applied from top to bottom see the next figure You can create multiple rules to match the same phone number The first routing rule can be the least expensive long distance option for example while subsequent rules route to progressively more expensive options The routing service in the following example has four routing rules rules 6 through 9 that match the same set of numbers Rule numbers are provided in the figure for purposes of illustration only Rule 1 2 3 Schedule Membership Digits dialed New digits Action Service Reason Always XYZ users Route 79 T1 line Always All 011 Stop Invalid number Always All 1900 Stop Invalid number 9 24 ADMINISTERING TELEVANTAGE 4 Always A 411 411 Route 79 TI line 5 Always A 411 Stop All lines busy 6 Weekdays A INXXNXXXXXX 1010321NxxNxxxxxx Route 79 TI line 7 Always A INXXNXXXXXX INXXNXXXXXX Route 79 T ine 8 Always A INXXNXXXXXX FINXX
197. a call is coming in Ask your phone company What are A and B bits set to when get an incoming call Load Template Save as Template Edit Cancel Help Note You can import and export signaling templates to make the signaling setup easier See the next section To change a definition do one of the following m Select the definition you want to change and click Edit Use this method only if you know exactly what change you need to make m Use the Robbed Bit T1 Experimenter see Installing Tele Vantage This method is useful since it allows you to test the settings but it requires that the TeleVantage Server be stopped Click the Trunks tab and set the default values for the 24 trunks that will be created in this span You can then change these values for each trunk individually See Entering trunk defaults for a span on page 5 32 Use the Caller ID Settings tab to set the values for your location and Caller ID formats See Setting location and Caller ID settings on page 5 25 Click OK to add the span to your configuration 5 18 ADMINISTERING TELEVANTAGE Using a signaling template The Robbed Bit T1 Experimenter includes templates that contain Robbed Bit T1 signaling definitions that will be valid in many cases as follows m Local Use this template for a local Robbed Bit TI trunk m Longdistance Use this template for a long distance Robbed Bit TI trunk To apply a template to a span c
198. a member here See Managing roles on page 6 46 For example if you selected the dialing service for Company YYZ add as members all the users from Company YYZ For detailed instructions on setting up routing services see Adding a new routing rule on page 9 29 When you have completed these steps all users can dial the same access code to place outbound calls for example 9 but each company s users will have their calls routed on the trunks reserved for that company Configuring Operators for multiple Organizations At several places in the TeleVantage system callers can press 0 to transfer to an Operator see About Operators on page 6 4 With multiple Organizations you might want to have a different Operator for each Organization To set up multiple Operators and make sure that callers reach the right Operator for the Organization they are calling do the following 1 Decide which extensions will be the Operators for the different Organizations For example 101 for Company ABC and 102 for company YYZ These examples are used in the following steps 2 Edit each user On the General tab under Operator select the Operator extension appropriate to the user s Organization For example if a user belongs to Organization ABC select extension 101 This ensures that callers pressing 0 while leaving a user voicemail are handled correctly For full instructions see The User tab on page 6 12 3 Ifyou have
199. ab contains the following fields m Use Navigation Pane If checked the user s ViewPoint application displays the Navigation pane on the left side If unchecked ViewPoint displays the view bar instead which restores the look of Tele Vantage version 5 0 and earlier m Show Welcome Wizard If checked the ViewPoint Welcome Wizard start when the user starts ViewPoint offering a step by step guide to recording his or her voice mail greeting and voice title and entering personal phone numbers It also leads him or her to the TeleVantage Quick Tour and online Help for more information m Show Tip of the Day If checked the Tip of the Day window opens whenever the user starts ViewPoint showing different tips on using TeleVantage 6 34 ADMINISTERING TELEVANTAGE Adding a user at the telephone You can add a new user at an unassigned TeleVantage station by picking up the phone and pressing 0 You are prompted to enter an extension and password for the user and the phone s station ID is automatically assigned to the user You can also record the user s voice title and change user preferences The user is automatically assigned user settings from the default user template see Saving settings as the default user template on page 6 44 and phone settings from the default phone template for his or her phone type see Saving settings as a default phone template on page 7 4 New users created at the telephone are given a first name
200. able that way 10 Click the Media Audio Advanced Codecs tab The following codecs on the eyeBeam are supported by TeleVantage a G711 uLaw m G711 alaw a GSM a G729 For best results arrange the codecs in the Enabled Codecs pane in the same preference order as you have in your SIP span see Modifying SIP span codecs on page 14 8 This ensures that the correct codec is used regardless of which side initiates the call 11 Choose the System General tab Configure the following settings Auto answer Enter the amount of time that the phone rings before connecting audio when Auto Answer is enabled m Auto Dial Enabled Make sure this option is checked This enables the phone to give the user internal Tele Vantage dialtone on pickup With Auto dialing the user does not have to press the Dial button to initiate the call Note that if you find auto dialing to be slow you can decrease the Minimum and Maximum Wait times 12 Choose the Media Audio Devices tab Under Microphone Settings and Speaker Settings make sure that the correct audio devices on the user s PC are selected for voice capture and audio 13 Click OK or Apply to save your changes If the configuration has been made correctly the eyeBeam should show Logged in enter phone number and Your Number is CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 31 lt username gt In the Settings dialog box you should also see a submenu under SIP Acc
201. account codes according to range Dial by name Directory E mail Notification Minimum lenath J 3 Security Audio Magimum length F Call Log and Trunk Log Intemal Dialina Under Default inbound mode and Default outbound mode choose the account code modes that you want to be active at stations to which a user has not been assigned For an explanation of the modes see Account code modes on page 11 7 Check Collect account code before dialing number to prompt users for an account code immediately after they dial a dialing service access code for example 9 Uncheck the box to prompt users for an account code after they have finished dialing the entire phone number Check Verify account code according to range to have the system verify account codes by length If an account code contains too many digits or too few digits users are prompted to enter it again Under Minimum length and Maximum length specify the acceptable range for account code length For example if account codes in your system can be two three or four digits enter a Minimum length of 2 and a Maximum length of 4 Note It is more efficient to set Minimum length and Maximum length to the same number and use account codes that are all the same length When set up this way the system immediately recognizes when users finish entering an account code so they do not need to press at the end of the account code When account codes are of variable length
202. ail h oe p 6 18 including Exchange synchronization E Mail Notification Whether the user is notified of new voice p 6 19 messages by e mail 6 10 ADMINISTERING TELEVANTAGE User dialog box tab Overview See Whether the user is notified of new voice Pager Notification messages by page p 6 19 Call Notification Whether the user is notified of new voice p 6 19 messages by call Phone Station setup p 7 12 Audio Storage size for greeting and voice title p 6 28 files and telephone prompt language Hold Music Personalized hold music source p 6 29 Voice Title The user s voice title p 6 29 Disk Usage Space usage report for voice messages p 6 29 greetings and voice titles Password expiration control and Security whether the user s calls can be p 6 30 supervised ERA All user permissions and the roles to Permissions p 6 31 which the user belongs at ae What numbers the user is allowed to dial Dialing Permissions bada p 6 33 or disallowed from dialing Dial by name Directory Whether the user is listed in the p 6 34 TeleVantage dial by name directory ViewPoint application options including ViewPoint Navigation pane Tip of the day and p 6 34 Welcome Wizard options Adding a user by using a template Create a user named for example User Template that has the settings you want all users to share such as mailbox size and dialing
203. ake advantage of phone company services restrict the dialing of unwanted numbers and configure the service for accurate processing of dialing rules such as when calling back voice messages Centrex PBX Extension service Used to dial Centrex extensions PBX extensions or other custom numbers over trunks that are connected to external switches such as the phone company s Centrex service or an external PBX You can specify the minimum and maximum digits your Centrex PBX service uses m SIP Address service Used to place SIP calls over SIP trunks This type of dialing service is required if you are using SIP based IP phones m H 323 Address service Used to dial IP addresses over H 323 trunks With this service users can pick up a phone and dial an IP address for example a number such as 123 456 78 90 to connect to H 323 devices such as a PC running Microsoft s NetMeeting software Users can also place such calls from ViewPoint using either IP addresses or domain names for example a name such as voip mycompany com ADMINISTERING TELEVANTAGE m SIP to Phone Number service Used to send calls to a SIP PSTN gateway device for example an AudioCodes FXO Gateway or to an Internet telephony service provider ITSP that provides connection to the telephone network for example Broadvoice com m SIP to Centrex service Used to send calls to a SIP provider with extensions on a private numbering plan for example Free world dialup or Fre
204. al directly to TeleVantage as an IP gateway m VOIP to PSTN Gateway Enabled Select Yes m Line 1 VOIP Caller DP Set to None m Line 1 VoIP Fallback DP Set to None Under PSTN to VOIP Gateway Setup make the following changes m PSTN to VOIP Gateway Enable Set to Yes PSTN Ring Thru Line 1 Set to No PSTN CID for VOIP CID Set to Yes Click Submit All Changes to reboot the device For each Sipura FXO device create a corresponding SIP server in TeleVantage as described in Creating a SIP server on page 14 33 Note that when entering the Sipura IP address you will need the Sipura port number you collected in step 6 Also make sure that the SIP server is also as SIP Registrar field is unchecked For information on other Sipura device settings please refer to the Sipura documentation Configuring an eyeBeam SIP softphone for TeleVantage TeleVantage supports the eyeBeam SIP softphone on platforms running Windows XP 2003 and 2000 This section describes how to install and configure an eyeBeam SIP softphone for use with TeleVantage 14 28 ADMINISTERING TELEVANTAGE Notes m These procedures describe the eyeBeam audio only softphone version 1 1 3004w or higher It is recommended that you have the eyeBeam User s Manual available as you install the softphone m The configuration procedure describes only those steps necessary for the eyeBeam phone to work with TeleVantage Other s
205. al station on page 7 10 Assigning and configuring a user s station You assign and configure a user s station using the User dialog box as follows 1 Assign the station to the user by entering the Station ID of that station in the User tab See Assigning a station ID on page 6 13 for details 2 Use the Phone tab and subtabs of the User dialog box to configure the station Different tabs will be needed for different types of station analog digital and external as follows LEL Phone types Description See Phone tab All General phone options p 7 13 Phone Call All Call screening announcing and p 7 17 Announcing tab forwarding options Phone External External External station configuration p 7 10 Station tab including phone type 7 12 ADMINISTERING TELEVANTAGE LEL Phone types Description See Phone Station Analog Phone features including CLASS p 7 20 Features tab External and ADSI analog phone features and voice first answering Digital PDN SDN assignment and p 7 24 button mapping options Phone Caller ID Analog Caller ID padding options p 7 21 Display tab Phone Ring All Custom ring patterns p 7 22 Patterns tab Hands free tab All Hands free answering p 7 22 Automatic Log All Options for after the user logs into p 7 23 Out tab another station Note The user can set most of his or her phone options from ViewPoint as well Setting general ph
206. aling service ambiguous timeout m Instruct users to enter after dialing a number Collect all digits before dialing see page 9 11 Modifying ambiguous dialing timeouts from auto attendants The ambiguous dialing timeouts in System Settings affect only numbers dialed from stations The same delay exists for numbers dialed from auto attendants for example to cover ambiguities between an auto attendant menu choice and an extension See Avoiding the auto attendant ambiguous dialing delay on page 10 19 Setting up emergency dialing You can configure TeleVantage to support the following kinds of emergency dialing services m Standard 911 m Enhanced 911 E 911 Note the following A user can make an emergency call from any TeleVantage station even one not assigned to any user and even if the user is blocked from making external calls If you want users who are logged in to Tele Vantage on a trunk to be able to make emergency calls use the TeleVantage Advanced Settings Editor to set the following setting to a value of 1 The default 0 does not allow emergency calls to be made by a user logged in on a trunk Dial911AtDialtoneOnTrunk See Appendix J of Installing Tele Vantage for instructions on advanced settings Using standard 911 service with TeleVantage Standard 911 service does not require additional hardware All standard 911 calls use a TeleVantage trunk and go through the phone company to the emergency dispatc
207. alled correctly Configure digit collection signaling for the trunks see Installing Tele Vantage for instructions on using the Robbed Bit T1 Experimenter Verify that each trunk in the digital span is configured to accept inbound calls and that calls are sent to a user or auto attendant see Entering trunk defaults for a span on page 5 32 Assign DID numbers to users or auto attendants see The User tab on page 6 12 Using DID with analog trunks 1 Make sure your analog DID trunks and digital interface units have been correctly installed and configured See Installing Intel Telephony Components and Installing Tele Vantage Configure analog digit collection signaling for the trunks see Setting up digit collection on an analog trunk on page 5 13 Enable DID for each inbound analog DID trunk see Adding an analog trunk on page 5 12 Assign DID numbers to users or auto attendants see Assigning a DID number on page 6 14 ADMINISTERING TELEVANTAGE Setting up fax routing TeleVantage supports the use of fax machine and modem communication The quality of the communication for example the bandwidth supported is determined by the telephony board used TeleVantage also supports fax detection on incoming calls and can route calls to the appropriate extension for example a fax machine or fax server Fax detection and routing is supported on the following trunk types m Analog Robbed B
208. aller requests to be transferred to someone in Sales the Operator can see all the users in the Sales department grouped together in ViewPoint s Transfer Call dialog box You can also use workgroups to group users by department see Chapter 8 Managing Workgroups Assigning an extension A user s extension is the number callers dial to reach the user Extensions must comply with the following restrictions m No longer than 10 digits Numeric characters only Must be unique In addition follow these recommendations when assigning extensions m Avoid extensions that begin with another extension or access code For example if one user is given extension 17 and another extension 177 users who dial extension 17 will experience a brief delay while TeleVantage waits to see if another 7 is dialed See Avoiding dialing ambiguities on page 9 7 for more information 6 12 ADMINISTERING TELEVANTAGE m Avoid extensions that begin with the same number used for an auto attendant menu choice Slow dialers may be unable to dial the extension at the auto attendant because they will activate the menu choice instead See Setting up an auto attendant on page 10 6 Avoid extensions that begin with frequently dialed area codes if users forget to dial an access code they may unexpectedly dial the extension instead For example if 1 617 is a commonly dialed prefix for your location do not assign extension 161 When you
209. alls Unknown appears unless the user identified the caller as a contact On outgoing calls this column contains the user s name To Name of the party who received the call On incoming calls the user s name appears On outgoing calls Unknown appears unless the user identified the person as a contact Answered By Name of the user who answered an incoming call or was last dialed On unanswered calls the name of the user who was dialed On answered calls that were subsequently transferred the name of the transfer recipient whether or not they answered Number On incoming calls Caller ID name and number if available On outgoing calls the number the user dialed On a call to or from another TeleVantage user this field contains lt NA gt From Number On incoming calls the caller s extension or external phone number On outgoing calls the user s extension To Number On incoming calls the user s extension or if the user called into TeleVantage externally the external number On outgoing calls the external number or extension the user called Callback If a caller enters a callback number it appears with Number the prefix Callback Called On incoming calls your Direct Inward Dial DID Number number if the caller used it to call you The field is blank for incoming calls without DID On outgoing calls the number you dialed Start Time Date and time that the call started
210. an English 7 Phl I1 mnnn Remote Server s IP address Remote H 323 Gateway s extension Remote H 323 Gateway s password 5 Enter a Password for the H 323 Gateway Add Comments to further identify the H 323 Gateway Under Operator select the extension to which callers using this H 323 Gateway are transferred when they press 0 from within the local system For example a user on the remote Server might call a user on this Server using this Gateway and press 0 while in the local user s voice mailbox CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 43 8 Under Telephone prompts select the language of the telephone commands as heard by users on the remote Server who log on to the local system using this H 323 Gateway 9 Under Remote specify the following information about the remote Server Remote Server s IP address Enter the IP address in the format nnn nnn nnn nnn You can also enter the DNS name m Remote H 323 Gateway s extension Enter the extension of the H 323 Gateway on the remote Server that points to this Server m Remote H 323 Gateway s password Enter the password of the H 323 Gateway on the remote Server that points to this Server 10 On the Permissions tab do the following Under Allow external calls specify which type of calls are allowed through this H 323 Gateway m Under Dialing permissions assign dialing permissions that limit the types of calls that can b
211. an be dialed when using the dialing service Dialing service permissions can be inclusive allow all numbers except for or exclusive disallow all numbers except for Note Dialing service permission settings can be overridden by dialing permissions set at the role or user level See Dialing permissions hierarchy on page 6 56 To set dialing permissions 1 Specify the default behavior when users dial a number using this service by selecting one of the following m Allow all Users can dial all numbers using this dialing service except those numbers that appear in the list under Numbers beginning with m Disallow all Users cannot dial any numbers using this dialing service except those numbers that appear in the list under Numbers beginning with CHAPTER 9 MANAGING OUTBOUND CALLS 9 19 2 Click Add to add a new permission or Edit to modify an existing one Untitled Dialing Permission Disallow 7 phone numbers starting with fiso0 Cancel Help 3 Choose to Allow or Disallow calls and then enter the digits The permission is applied whenever a user selects this dialing service and then dials a number beginning with the digits you entered 4 Click OK to close the Dialing Permission dialog box An example of how to set dialing service permissions The following example illustrates how to set dialing service permissions m You want to allow users to dial all local numbers in the 216 area code The
212. an outbound call To Rules If checked routing rules were used to make an outbound call Organization Organization associated with the call if any Organizations are associated with outbound calls only and represent the Organization to which the calling party belongs For more information see Using Organizations on page 11 2 Custom Data Custom data if any associated with the call Copying a Call Log entry Choosing Edit gt Copy with a Call Log entry selected copies that Call Log entry as text including call history Viewing a call s history When you select a call in the Call Log its history in the system appears in the History pane below The History pane shows the complete cradle to grave record of the call from the moment it entered the TeleVantage system until it was disconnected You can see how a call was routed or transferred and how it ended By default call history data is automatically purged from the system after 5 days to conserve disk space To adjust the number of days see Setting Call and Trunk Log options on page 12 20 CHAPTER 12 MONITORING AND MAINTENANCE 12 15 Setting Call Log options To choose whether or not to use the Call Log and whether or not to log internal calls see Setting Call and Trunk Log options on page 12 20 Displaying a specific number of Call Log entries The Call Log can become very large over time and its size can cause a delay in its displ
213. anaging roles Roles are templates that enable you to apply the same set of permissions to multiple users You can create as many different roles as you want to represent different groups of users who have similar permissions Roles appear in the Users view in bold When a user belongs to a role he or she inherits the role s permissions A user can belong to more than one role in which case the most permissive settings apply in cases of conflict You can grant a user individual permission settings that override those of the role by adjusting his or her permissions individually on the Permissions tab of the User dialog box See The Security Permissions tab on page 6 31 6 46 ADMINISTERING TELEVANTAGE TeleVantage comes with the following two roles m Administrators You cannot delete this role but you can edit some of its settings By default the role has full permissions You can disallow only the following permissions m Place external calls when logged on via a trunk m Place external calls from a station m Forward or route calls to external numbers Return calls when logged on via a trunk The Admin user belongs to the Administrators role by default and cannot be removed m Users By default new users belong to this role Assigning users to a role The quickest way to assign a batch of users to a role is to edit the role and add the users See Creating a new role on page 6 47 You can also assign a user
214. and reconnect the network power cable m Ifyou are at the phone and can t unplug it press Options gt Up button gt 10 gt Phone Status Show softkey gt 3 Restart Phone gt Restart If you are not near the phone open a web browser enter the phone s IP address found at Options gt 8 Network Status gt 2 IP Address click the Restart link Then click the Restart button When the phone is reset the custom settings defined in the configuration files are downloaded to the phone using the TFTP protocol and the phone should be able to place and receive calls with TeleVantage If that is not the case check the TFTP server s logs to make sure the download was successful You may also need to reset the phone in the following situations m There is a change in your network m You need to re load modified information from the phone s configuration files m The settings for the phone on the TeleVantage system have been modified m You have downloaded new firmware for the phone Dialing calls from the Vertical Aastra SIP phone When dialing numbers from the Vertical Aastra SIP phone users can speed up the call placement by pressing the Dial softkey after the last digit Otherwise there is a 4 second timeout before the phone attempts to dial the number Configuring Sipura FXS and FXO gateways for TeleVantage TeleVantage supports the full line of Sipura analog telephone adapters ATAs as well as the Sipura 3000 which also
215. and what happens if the user logs onto another user s station For more information on the Call Log see Using the Call Log view on page 12 12 Category Call Log El User A 5 Log thi r lis z Account Codes T leote usage cal J Organization B anizatio z tal ISDN Outbound Caller ID Determining which calls are logged By default all inbound and outbound calls made by the user appear in the Call Log However there are times when you might not want to log a user s calls due to space or readability reasons for example if the user s station is connected to a fax server used for sending thousands of faxes daily To turn off call logging for the user uncheck Log this user s calls If checked you can choose whether to log the user s inbound calls outbound calls or both CHAPTER 6 MANAGING USERS AND ROLES 6 15 Notes m Turning off call logging does not affect the Trunk Log see Using the Trunk Log view on page 12 18 Trunk calls involving the user continue to be logged in the Trunk Log m If you turn off call logging for a call center agent you will not be able to run reports on the agent s personal calls Reports on queue calls and all statistics in the Queue Monitor are unaffected m Users with call logging turned off cannot use ViewPoint s callback feature File gt Return Last Call or the list of recently dialed calls on ViewPoint s File menu m f you have turned off internal call logging
216. answering incoming calls By default the wait is 16 seconds approximately 4 rings Note that if incoming calls have Caller ID you should set this to no lower than 10 to ensure that Caller ID data is received Under SIP Settings set SIP Remote Party ID to Yes Under Proxy and Registration make the following change CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 27 10 11 12 13 14 15 m Proxy Enter the IP address of the TeleVantage SIP span Under Subscriber Information make the following changes m Display Name Enter the Tele Vantage user s account name m Password Auth name Enter the authentication credentials if any required by the corresponding TeleVantage SIP server See Inbound tab on page 14 36 for details m User ID Enter text to match the Userinfo setting for the SIP server See SIP Server tab on page 14 34 for details Auth ID Set to Yes Under Audio Configuration make the following changes m Disable all G726 codecs These are not supported by TeleVantage DTMF Tx Method Set to AVT this represents RFC2833 For the Dial Plans section which determines the numbers that can be dialed over the FXO port please refer to the Sipura documentation An example dial plan for U S ten digit outbound dialing would look like this 1 2 9 Xxxxxxxxx 2 9 XXXXXXXXXIXX Under VOIP to PSTN Gateway Setup use the following settings to set up the FXO port to di
217. appears in the Device Monitor as NA if the physical line is still connected to the Intel Dialogic board Configuring trunks for inbound and outbound calls You can configure trunks as inbound only outbound only or both inbound and outbound In most TeleVantage installations trunks are configured for both inbound and outbound use If it is critical that a phone line is always available for inbound calls for example if you have an emergency hotline you can set up an inbound only trunk Similarly if it is critical that there is always a trunk available for outbound calls you can set up an outbound only trunk For instructions on configuring each trunk type for inbound and outbound calls see the instructions for that trunk type in this chapter Matching trunk settings with your phone company TeleVantage inbound and outbound settings control only how TeleVantage treats trunks They do not affect how the telephone company treats trunks For example if you configure a trunk for inbound calls only Tele Vantage does not use it for outbound calls You do not receive any calls on the trunk however unless you have instructed your telephone company to include the trunk in your inbound hunt group Similarly specifying a trunk as outbound only does not prevent inbound calls if your telephone company included the trunk in your inbound hunt group and given the trunk s telephone number to outside parties If calls arrive on a trunk designat
218. arks of Vertical Communications Inc TeleVantage and the Tele Vantage logo are registered trademarks of Vertical Communications Inc Microsoft Windows and Windows NT are registered trademarks of Microsoft Corporation SQL Server is a trademark of Microsoft Corporation Adobe and Acrobat are registered trademarks of Adobe Systems Incorporated Dialogic is a registered trademark of Intel Corporation Other brand names company names and product names are trademarks or registered trademarks of their respective companies LIMITED WARRANTY ON SOFTWARE Vertical warrants that a the Software will perform substantially in accordance with the accompanying written materials for a period of 30 days from the date of receipt Any implied warranties on the Software is limited to thirty 30 days Some states jurisdictions do not allow limitations on duration of an implied warranty so the above information may not apply to you CUSTOMER REMEDIES Vertical s and its suppliers entire liability and your exclusive remedy shall be at Vertical s option either a return of the price paid or b repair or replacement of the Software that does not meet Vertical s Limited Warranty and which is returned to Vertical with a copy of your receipt This Limited Warranty is void if failure of the Software has resulted from accident abuse or misapplication Any replacement Software will be warranted for the remainder of the original warranty period or thirty 30 days
219. at the system level see Setting Call and Trunk Log options on page 12 20 the user s internal calls will not be logged regardless of this setting Associating the user with an Organization If you have created one or more Organizations you can associate the user with the Organization to which he or she belongs Calls that the user places or receives will be logged with that Organization showing in the Call Log s Organization column Organizations are a means of setting up multiple companies that share an office and a Tele Vantage Server See Using Organizations on page 11 2 To associate the user with an Organization check Organization and select an Organization from the dropdown list If unchecked the user s calls will appear in the Call Log with the Organization column blank The User ISDN Outbound Caller ID tab If supported by your ISDN provider you can use the User ISDN Outbound Caller ID tab to customize the Caller ID number and name that accompany outbound calls placed by the user on ISDN trunks Note that the user can make his or her own selection in ViewPoint but cannot specify a different custom number or name If the user selects Custom the Caller ID number and name are what is entered here Note On trunk types other than ISDN outbound Caller ID is always set by the telephone company From the Calling party presentation dropdown list select one of the following options m System default Outbou
220. audio controls on page 2 10 CHAPTER 8 MANAGING WORKGROUPS 8 5 Listing the workgroup in the dial by name directory If you have recorded a voice title check List in dial by name directory to list the workgroup in your company s dial by name directory and play the workgroup s extension when the extension number is dialed after the time limit has expired for the phone to ring When no one answers a call to a workgroup Calls to the workgroup s extension ring the phones of all users in the workgroup As an option you can set a time limit for how long such calls can ring unanswered If the time limit is exceeded TeleVantage transfers the call to an extension of your choice If you do not choose this option calls to the workgroup continue to ring all users phones until the call is answered or the caller gives up To set a time limit for ringing on calls to the workgroup 1 Check Limit the time that calling this workgroup will ring all users phones 2 In Ring time in seconds enter how long calls can ring unanswered before being transferred 3 In If no answer transfer select the extension to which Tele Vantage transfers unanswered calls Note The extension you specify is also the workgroup s personal Operator If the workgroup is used for dial restrictions in an auto attendant callers who dial 0 at the auto attendant are transferred to the If no answer transfer extension Associating the workgroup with an Organ
221. ault The system s outbound Caller ID number and name will be what you specify in the properties of the ISDN span used to place the call See Specifying ISDN outbound Caller ID on page 5 27 m Custom The system s outbound Caller ID number and name will be what you specify in the following fields Calling party number Enter the number to use as your outbound Caller ID number for example your business main number Calling party name Enter the text to use as your outbound Caller ID name for example the name of your business m Blocked The system s Caller ID is blocked on outbound calls Note that the system still sends Caller ID information even though it is blocked this is a requirement because some institutions have the right to read blocked Caller ID for example emergency services and 800 numbers 4 Click OK Setting ISDN outbound Caller ID for a span When adding an ISDN span you can optionally click the Outbound Caller ID tab to configure this span to send Caller ID on outbound calls Important Not all providers support this feature If you configure the span to use this feature and your carrier does not support it outbound calls can fail Be sure to test the line after enabling outbound Caller ID By default each span is set to accept your system setting for outbound Caller ID see the previous section By editing the span setting you can override the system setting for outbound calls placed on thi
222. auto attendant can dial the extensions of workgroup members only and the dial by name directory is restricted to workgroup members only If they dial other extensions in the system they receive an invalid extension message You can use this feature when separate businesses share a Tele Vantage Server to make sure that callers to one business don t reach users in another business For more information about handling multiple organizations in a TeleVantage system see Chapter 11 To restrict auto attendant dialing to the members of a workgroup check Restrict dial by name and extension matching to members of on the Menu Choices tab and select the workgroup Click to define a new workgroup see Creating a Workgroup on page 8 4 Note When you restrict auto attendant dialing to a workgroup callers who press 0 at the auto attendant are transferred to the workgroup s If no answer transfer extension not the system s Operator extension Scheduling transfers and greetings You can customize an auto attendant to automatically change its behavior based on time of day or on special dates You can schedule the following actions m Playing of a different main greeting which replaces the auto attendant s regular greeting For example you can schedule a We re closed greeting to be played to all callers after business hours and on weekends m A transfer to any other extension including another auto attendant user queue IVR Plu
223. automates the configuration and maintenance of H 323 Gateways and H 323 Gateway users The following steps need not be performed if you have TeleVantage Enterprise Manager Setting up an H 323 Gateway connection involves the following steps It is important to do them in the correct order 1 Oneach Server create an H 323 Gateway that points to the other Server See Creating an H 323 Gateway on page 15 41 2 Oneach Server create one or more H 323 Gateway dialing services to cover the types of Internet calling you want to perform See Creating H 323 Gateway dialing services on page 15 44 3 To unify two Servers so that all users appear to be local users create an H 323 Gateway user for each remote extension See Creating H 323 Gateway users to unify two TeleVantage Servers on page 15 45 Using the H 323 Gateway Configuration Worksheet Appendix B of this manual provides a worksheet to help you set up multiple Tele Vantage Servers for an H 323 Gateway connection Use the H 323 Gateway Configuration Worksheet to help plan consistent access codes for dialing services and avoid conflicts such as overlapping extensions or passwords Illustration of an H 323 Gateway The following figure illustrates TeleVantage Servers in London and Boston that are connected using an H 323 Gateway O User in Boston dials 71 access code for an Internet to Phone Number dialing service and 84 22 00 a London telephone number The
224. automatically reformat phone numbers before they are received by a routing service For example ViewPoint may strip the area code from a local number even if the user has entered the area code in ViewPoint s Check Phone Number dialog Putting local numbers from ViewPoint and the telephone into the same seven digit form allows you to use the same routing rules for local phone numbers from both ViewPoint and the phone Routing service receives the same dialed number from either source For local calls area code is stripped from number supplied by Client Your routing rules must be able to handle numbers received from ViewPoint so it is important that you understand when and how ViewPoint reformats them Here are the main points to remember ViewPoint stores information about whether or not a number can be reformatted In ViewPoint s Check Phone Number dialog the use country code and area code dialing rules checkbox specifies whether or not the number may be reformatted Mobie 1 617 555 8888 Country Region United States of America 1 pa City Area code 617 Local Number 555 8888 IV Use country code and area code dialing rules IV Show this again when a phone number is unclear If this checkbox is not checked ViewPoint will never reformat this number For more information see Using dialing services in Using Tele Vantage m If the number can be reformatted ViewPoint uses the dialing rules
225. ay To reduce this delay you can view fewer Call Log items at one time and not load the full database To set the number of calls displayed in the Call Log 1 Choose Tools gt Options The Options dialog box opens 2 InDisplay calls at a time enter the number of entries that you want to appear when you open the Call Log view using the following as a guide m A high setting will likely cause a delay while the specified number of entries are copied over the network but you can navigate within the information easily using the scrolls bars after the entries have been retrieved A low setting minimizes the delay before information is displayed but you must retrieve entries more often in order to view the entire Call Log 3 Click OK Note This option controls how many entries are transferred in one request but does not limit the entries available for view All Call Log entries are always available by choosing Call Log 5 Next Calls or Previous 78 Calls or using the buttons on the toolbar By default only external calls are logged For information about logging internal calls see Setting Call and Trunk Log options on page 12 20 For information about archiving the Call Log see Archiving the Call and Trunk Logs on page 12 51 Entering an account code for a call To enter an account code for a call or change the one already entered select the call and choose Call Log 5 Enter Account Code Account codes are a means o
226. ay be different C Program Files Common Files Vertical TeleVantage TVPRwizard exe Alternately to report a problem with a specific call or voice message select the problem call or the call that left the problem message in the Call Log view and choose Actions gt Report a Problem The Problem Report Wizard starts with information about the call already entered 2 Answer the questions presented in each Wizard window Reporting distributed problems For a problem that involves both a workstation application running on a user s computer and the TeleVantage Server a distributed problem usually involves ViewPoint Call Monitor view you should gather information from both computers before contacting your Tele Vantage provider The Problem Report Wizard assembles all the information so that your provider receives all the necessary information about the problem in one ZIP file CHAPTER 12 MONITORING AND MAINTENANCE 12 63 To report a distributed problem 1 Run the Wizard on the user s computer to collect information about that computer and create a problem report package perform the steps for reporting a workstation application problem on page 12 63 2 Run the Wizard on the TeleVantage Server to gather all the necessary Server information perform the steps for reporting a Server problem on page 12 62 3 Check This report includes a Problem Report Package from ViewPoint The Wizard automatically browses the Packages folder o
227. ays you would add a schedule entry for during business hours and another schedule entry for on holidays You or users can define custom schedule entries for even greater precision You can enable or disable each schedule entry as needed For example if you do not want a user to be paged during a specific upcoming holiday disable the schedule entry for on holidays You can enable it after the holiday has passed CHAPTER 6 MANAGING USERS AND ROLES 6 23 Defining a schedule for notifications After setting the options in the e mail pager or call section on the Notifications tab click Schedule in the appropriate section to define a schedule for notification The Schedule E mail Pager Call Notifications dialog box opens The Schedule button is unavailable until you have created notification settings on the Notifications tab Schedule E mail Notifications C Always send a notification Only send a notification during the following times Enabled Description aaa During business hours The Schedule Notifications dialog box lists the schedules that have been defined so far if any Click one of the following m Always send a notification The schedule entries in the list if any have been created are ignored and the user receives notification of new voice messages at all times m Only send a notification during the following times The user receives notification only during the times specified in the schedul
228. before transferring a call The valid keys are 0 9 and amp Flash The default is amp Post transfer sequence Type the keys required by the PSTN Gateway after TeleVantage dials the pre transfer sequence and the extension to transfer a call The valid keys are 0 9 and amp Flash After the post transfer sequence is dialed TeleVantage hangs up m FXO Gateway supports Flash via INFO message Check if your FXO Gateway has the ability to send a Flash on its PSTN trunk lines and you want to use that feature It is required for example to make users Attempt Centrex PBX transfer feature see Forwarding the user s calls on page 7 18 work with SIP If checked fill in the Content type and Body fields with the information that your FXO Gateway must receive to send the Flash Consult your FXO Gateway documentation or technical support for the proper entries If left unspecified Flash INFO messages will be sent according to the SIP span tuning parameters OobFlashContentType and OobFlashBody PSTN Gateway provides in band call progress tones Check this field for SIP FXO trunking Gateway devices SIP FXO Gateways return a connected signal on outbound calls as soon as the call reaches the destination regardless of whether the call is answered or reaches a busy signal Checking this field enables Tele Vantage to use its own call progress analysis to determine the real outcome of the outbound call CHAP
229. behavior not a memory leak and is not an indication that memory used by the database server is about to reach the maximum or that the system may fail If Windows needs the memory back at a later time for its own use or for another application it will ask the database server to release some Also when you stop the Tele Vantage Server all the memory allocated for use by the database server is released 12 2 ADMINISTERING TELEVANTAGE Using the Device Monitor view The Device Monitor view shows current station trunk and caller activity on your TeleVantage system This information is useful when you are monitoring current usage and identifying potential bottlenecks Device Monitor Yertical Teleyantage Administrator nfx Tools Device Monitor Help Tap Station Status CslDuration Device Type Device Phone Family a 1 Idle MSI msiB1C1 Analog 2 Idle msiB1C2 Analog Trunks 3 Idle msiB1C3 Analog reer rr rrr PITS Trunk Status Call Duration Detected Device Configured Device Device 179 Idle Analog Analog f ah N 2 sy No loop current Analog lt not configured gt revs 3 sy No loop current Analog lt not configured gt dxxxB1 x gt Active Party Name Station 1 Device Monitor Auto Attendants 4 Connections History 104 Items Admin x100 207 79 15 OP 7 Note You can view the same information and perform the same tasks by using the Device Monitor utility which r
230. by another user m External Direct Calls from external callers who dialed the user s DID number To turn call announcing off for a type of call uncheck it for that type With call announcing turned off the user is connected directly to the caller when he or she answers the phone Other call announcing options Use the following options in conjunction with call announcing m Ask callers without a voice title for their names By default if call announcing is turned on contacts and users without voice titles are prompted to say their names When you pick up the phone you hear Call from followed by what they say If you uncheck this field callers are not prompted to say their names With this field unchecked when you receive a call from a caller without a voice title you will hear either Call from internal user Call from external caller or Call from contact depending on the caller m If Caller ID is present do not ask for their name If checked incoming callers with Caller ID are not prompted to say their names This is a useful setting if you have a phone CHAPTER 7 MANAGING STATIONS 7 17 with a Caller ID display You can skip asking the caller for a name if you can see on your Caller ID display who is calling If unchecked all callers without voice titles are prompted to say their names Announce who is transferring Check this option if you want to hear the name of the person transferring a
231. call recordings For instructions on creating a user see About adding users on page 6 2 2 Set up e mail notification for the user with the following selections m Send e mail for all messages CHAPTER 4 RECORDING ALL TELEVANTAGE CALLS 4 3 m Attach voice message and delete from Inbox For instructions on setting up e mail notification see Setting e mail notification on page 6 21 With these settings the call recording files are moved to your e mail server in the form of e mail attachments with detailed Call Log information and are deleted from the TeleVantage Server computer as soon as they arrive so that no extra disk space is consumed When you offload call recording files via e mail notification you will have a large number of e mails in the e mail account to which they are sent one e mail for each recorded call TeleVantage automatically puts information about the call into the e mail s subject and body so that you can use your e mail program s Search capability to find a particular call recording The e mail s subject holds information in the following format SysRec TrunkX NAME gt Station Y User Y where gt indicates the direction of the call Trunk X indicates the trunk number involved and the Caller ID name where available Station Yindicates the station ID of the station involved and User Y indicates the extension of the user involved The e mail body also includes the following Call Log inf
232. call to you For example if checked you would hear Helen Shire is transferring a call from Shane West To announce who is transferring you must have call announcing turned on for internal calls If it is not turned on you are connected directly to transferred calls Forwarding the user s calls Click Call Forwarding on the Phone Call Announcing tab to forward the user s calls The Call Forwarding dialog box opens Call Fowarding Ci Forward Calls change where am to another extension Extension Mii Anatolia x 555 x to another number gt When forwarding calls to an external number Call number for 30 seconds I Prompt recipient for password I Prompt recipient to accept or decline call T Ignore call rules and use Standard routing list To forward the user s calls do the following 1 Check Forward calls 2 Select the type of forwarding destination in the list below 3 Enter the forwarding extension or phone number For external numbers select the dialing service to use from the Call Using dropdown list For an explanation of Attempt Centrex PBX transfer see Forwarding calls over Centrex PBX trunks on page 7 19 You can also set the following call forwarding options m Call number for seconds Determines for how long a call rings at the forwarded phone before proceeding to the next step on the user s routing list usually voicemail If the option Prompt r
233. calls or any calls where the Caller ID number begins with something other than the area code To enable TeleVantage to handle international Caller ID 1 Choose Tools gt System Settings 2 Choose the Analog Trunks gt Caller ID tab cacsoy T Organizations Iv Inbound Caller ID does not always begin with area code Business Hours W Licenses Country 7 Region United States of America 1 x Dial by name Directory Lona distance prefix E E mail Notification International prefix Area code Call Log and Trunk Log Internal Dialing Local number lenath 4 External Dialing Emergency Recordings Queue Storage Analog Trunks Caller ID Digit Collection Prohlam Ranart lizard I Check Caller ID does not always begin with area code Enter the following data to specify your Server s regional location the illustration above shows settings for the United States Country Region Select your country m Long distance prefix Enter the number you must dial to make a long distance calls from your location CHAPTER 5 MANAGING TRUNKS AND SPANS 5 15 m International prefix Enter the number you must dial to make an international call from your location m Area code If applicable enter your area code Otherwise leave blank m Local number length Enter the length of a local number in your location without area code or prefixes of an
234. cating external stations when they try to place calls through TeleVantage you can also authenticate any attempt by a SIP device to register with the TeleVantage Server and any attempt by a SIP device to establish message waiting light MWI display subscriptions 14 18 ADMINISTERING TELEVANTAGE To authenticate REGISTER and MWI subscription requests 1 Edit the SIP span and go to the Inbound Request Handling tab Undefined SIP Span General Codecs NAT Firewall Inbound Authentication Inbound Request Handing Tuning Trunks m Registrations Accept mode Non authenticated gt Default expiration interval Bea Minimum expiration interval fo Maximum expiration interval Ao m MW subscriptions Accept mode Non authenticated z Default expiration interval Beo Minimum expiration interval fo Maximum expiration interval feosso0 2 For each category Registrations and MWI subscriptions enter the following information m Accept mode To accept only incoming requests with proper authentication credentials select Only authenticated Non authenticated means all requests in that category are accepted Never means no requests in that category are ever accepted even with proper authentication credentials m Default expiration interval Specify the default duration in seconds of TeleVantage s acceptance of the request This value is used if the requesting end point d
235. ce Of x ss Console Window Help D wl 18 x Action View Favorites Ka EX Tree Favorites 4 Console Root 24 System Monitor O g Performance Logs 90 Last 0 000 Average 0 000 Minimum 0 000 Maximum 0 000 Duration 1 40 color Scale Counter ins Pa Object comeu 1 000 Existing Calls TeleVantage Calls TY Sere 1 000 Total Calls PEE an Televantage Calls ve Pi gt 1 000 Voice Resources TeleVantage Devi MTV Sere Archiving call recordings and voice mail If you record all calls or even a significant portion of calls or if you have users with thousands of saved voice messages and large maximum mailbox sizes disk space on the TeleVantage Server can quickly fill up with voice messages and call recordings In addition ViewPoint performance will suffer when managing thousands of recordings or when recordings are being delivered to the user in quick succession To handle thousands or even millions of recordings effectively TeleVantage lets you archive mailbox recordings voice mail and call recordings to a network directory of your choice called the archive folder Archiving moves the mailbox recording as well as all information about the recording from the TeleVantage Server to the archive folder so archived voice messages and call recordings no longer appears in ViewPoint Users can then search for and manage archived recordings using the TeleVantage Archived Recording B
236. ceeeeeeeeeeeeeeeeeeeeee 14 43 TeleVantage residing behind a NAT firewall ccceceeeeee 14 44 Remote TeleVantage SIP end points residing behind a NAT 14 45 About SIP off bus routing eee eeeeeeeceeeeneeeeeeeeeeeeeeeeeeeaeeseneeeeeees 14 46 Disabling off bus routing eeeeceeeeceeceseeeeseeeeseeeeteeseeeeeeeaeeens 14 47 How off bus routing WOrKS ecceeecceeeeeeceeeeeeseeeeaeeeeeeeseaeeeeeeaeeens 14 47 Configuring off bus routing nanana eeeeeeeeeeeeeeeeetaeeeateeeeaeeeas 14 49 SIP standards supported by TeleVantage 1 1 117 mnaaawnnaawwnanana 14 49 Chapter 15 Configuring H 323 Internet Telephony 15 1 About H 323 Internet telephony and TeleVantage mmssn 15 2 Using a host based or an embedded stack ceeeseeeeeeeeeeeees 15 2 Examples of embedded and host based stack configurations 15 3 Using the RTP Resources tab eee eee eee seeeeeee cee teeeeeeeeeeees 15 4 Adding an H 323 span 1a 15 5 Modifying H 323 span codecs Laan nawnnwnawwnawawananwnunananannnawas 15 8 Configuring a user to use an H 323 phone eee eee tees 15 9 Permissions for H 323 phone users nana nna nnawanwwnnanasanana 15 11 Connecting and configuring H 323 phones 15 11 Configuring multiple H 323 IP phones sssr 15 12 Using an H 323 IP phone over the Internet ceeeeeeerees 15 12 Configuring an H 323 Uniden IP phone for
237. certain numbers at all times or only at certain times of the day For specific examples of using routing services see How you can use routing services on page 9 23 You can add as many routing services as you want but typical installations need no more than one routing service How routing services work A routing service uses routing rules to identify which dialing service will be used for the number dialed For example the following table shows a simple routing rule that identifies local calls If the dialed number matches the pattern in the Digits dialed column then the Local calls dialing service will be used to place the call Local calls is referred to as the target dialing service for this rule Schedule Digits dialed New digits Action Service Reason Notes Always NXXXXXX NXXXXXX Route 76 Local calls This example shows the routing rule as it would appear on the Routing Rules tab of the Routing Service dialog box see The Routing Rules tab on page 9 28 All routing rules contain the following information m Digits dialed A pattern that matches the dialed numbers that you want the routing rule to process The pattern Nxxxxxx matches any seven digit number starting with the digits 2 through 9 See Defining patterns to match the dialed digits on page 9 31 for details m Schedule One or more scheduled times at which the rule will be applied This field is set to Always if no s
238. check it to have Tele Vantage send digits to the phone company as the user dials them and let the phone company determine when the dial string is complete Normally digits are sent as the user dials them In certain cases however you can collect all digits To simulate a dial tone for carriers that do not generate a dial tone after a Primary Interexchange Carrier PIC code in the U S you can create a dialing service that uses a PIC code prefix to access a particular carrier To improve tone detection when users attempt to place an outbound call while logged into TeleVantage remotely from a digital cell phone or other low quality connection If you check this option TeleVantage assumes that all digits have been dialed when the dialing service ambiguous timeout elapses and places the call for more information see Setting dialing timeouts on page 9 35 Users can dial when they are done dialing to skip the timeout and place the call immediately Dial prefix and suffix When you create a Phone Number or Centrex PBX Extension dialing service you can enter a dialing prefix and suffix A dialing prefix consists of digits dialed automatically by the dialing service before the number that the user dialed Similarly a dialing suffix consists of digits dialed automatically after the number the user dialed The following are examples of how you can use a dialing prefix or suffix To create a Phone Number service Outside
239. chedule is defined and the rule is always applied Membership A rule can be used to restrict the dialing of certain numbers or the use of certain trunks to a specific group of users If this is the case the Membership column is checked If no membership is defined the rule applies regardless of the user who placed the call 9 22 ADMINISTERING TELEVANTAGE m New digits The pattern of the number to be passed to the target dialing service In the example shown in the previous table the number is unchanged m Action A rule s action can be Route which attempts to route the call through the target dialing service or Stop which stops processing of any further routing rules that use this pattern m Service Reason The example shown in the previous table gives the access code and name of the target dialing service for this rule If the rule s action was Stop this field would list the reason for stopping which can be played over the phone as an error prompt m Notes Comments that you can enter when you create the rule A routing service can have an unlimited number of routing rules The routing service attempts to match the number dialed to each routing rule from the topmost rule down to the end of the list of routing rules If one or more valid rules are found the routing service attempts to route the call through the target dialing service If all trunks on the target dialing service are busy the routing service tries the ne
240. cked the user is listed in the dial by name directory Voice Title If checked the user has a recorded voice title You can record titles for users on the Recordings tab of the User dialog box or they can record their own Announce Callers Displays the types of calls to which the user is applying call announcing Exchange Sync If checked TeleVantage and Microsoft Exchange Inboxes are synchronized Comments Comments added about the user Must Change If checked the user must change his or her Password password at the next logon Note This column is checked only if the field User must change password on next logon is checked for the user see The Security tab on page 6 30 The column is not checked if the user s password has expired Password Never If checked the user s password never Expires expires Title The job title entered for this user You can enter titles for users when you create them Organization Name of the Organization with which the user is associated if any Archiving a user s voicemail and call recordings You can manually archive a user s voicemail and call recordings from the Users view Archiving mailbox recordings can save space on your hard drive especially if the mailbox contains call recordings For an overview of mailbox archiving and instructions on setting up automatic archiving see Archiving call recordings and voice mail on page 12 39
241. cluding the phone s fixed buttons LCD display hot dial pad and voice first answering as well as the following configurable feature buttons Primary Directory Numbers Secondary Directory Numbers Record Call Do Not Disturb Speed Dial CHAPTER 1 INTRODUCTION TO TELEVANTAGE 1 3 Account Code Park Unpark Phone Page Release Send to voicemail Call Forwarding Disconnect Take Call Flash Conference Transfer and Call Menu Tenanting support Tenanting allows one Server to be shared between multiple companies or groups called organizations Calls can be tracked by organization in the Call Log Instant Messaging TeleVantage provides a simple secure Instant Messaging tool that enables real time typed conversation between users who are running ViewPoint and have instant messaging enabled Users can initiate an Instant Messaging session by right clicking another user s name in the ViewPoint Extensions list and choosing Send an instant message Upgrading from a previous version of TeleVantage Wherever possible TeleVantage settings from previous versions are upgraded seamlessly to work with new features However if you are upgrading from a previous version of TeleVantage you may need to make the following changes To preserve backward compatibility after upgrading if you have existing H 323 or SIP trunks the ISDN T1 and E1 trunks on Intel DM3 boards are disabled and do not display in your Trunks view The TeleVantage Administrato
242. connected Servers such as overlapping extensions or auto attendant numbers You can also plan consistent access codes for dialing services For complete information about H 323 Gateways see Connecting two Servers using H 323 Gateways on page 15 39 Two worksheets are presented an illustrated sample and a blank worksheet that you can copy and use H 323 Gateway Configuration Worksheet Name New York Chicago Contact Tom Rand 123 456 7890 Amy Lum 098 765 4321 Internet Span Address 10 45 67 89 10 65 43 21 Extensions begin with 1 2 Auto attendants begin with 81 82 On Server 1 Name Chicago Local Server 1 extension 111 Local Server 1 password 1212 On Server 2 Name New York Local Server 2 extension 222 N A Local Server 2 password 2121 Baa From Server 1 N A Svr 1 access code 71 Uses H 323 Gateway Chicago From Server 2 Svr 2 access code 71 Uses H 323 Gateway New York NA Access H 323 From Server Code Gateway Bell Atlantic X IP to Phone analog O IP to Centrex Chicago New York New York Bell Atlantic X IP to Phone Centrex Tbt Centrex Chicago New York New York T IP to Phone DU IP to Centrex T IP to Phone DU IP to Centrex H 323 Gateway Configuration Worksheet Name Contact Internet Span Address Extensions begin with Auto attendants begin with On Server 1 Name Local Server 1 extension Local Server 1 pass
243. contain only the numbers 0 through 9 and the wild card characters and see the next section Note Account codes in the text file must meet your account code length requirements or they will not be added to the list of valid account codes For example if your account codes must be between 2 and 4 digits a 5 digit account code will be rejected even if it appears in the text file See Setting general account code options on page 11 8 for instructions on setting account code length requirements Using wild card characters You can use the wild card characters and when you enter valid account codes in the text file Question mark Indicates any single digit For example an account code entry of 12 would make 123 124 and 129 all valid account codes In this case however neither 12 nor 1233 would be valid account codes m Percent sign Indicates any number of digits including none For example an account code entry of 12 would make 12 123 1233 and 12789213120 all valid account codes If you use either of these wild card characters in an account code it must be the final character in an account code and if you use both of these wild card characters in the same account code the character must be the final character Valid Invalid 12 1 2 122 1 2 12 212 122 12 12 12 CHAPTER 11 TRACKING AND DISTINGUISHING CALLS 11 11 Note Account codes that are identical exce
244. create a new user you can accept the extension suggested automatically by TeleVantage or you can assign a different one Tele Vantage suggests the next highest extension number that has not yet been assigned and it reuses extensions that have been unassigned By default new extensions are assigned starting with extension 100 If you want all your extensions to start with a different number choose Tools gt Options and then enter the Starting extension number under User auto suggestion m Call Log Display 50 calls at a time Name format First name Last name C Last name First name User auto suggestion Starting extension number 200 Starting station number fe ms to Note You can give the Operator user an extension other than the default of 0 See Changing the Operator s extension from 0 on page 6 5 Assigning a station ID A user s Station ID is the numeric identifier of the telephone at the user s default location To find the station ID of an internal station pick up the phone and dial O For an external station find an unused external station ID by looking in the Device Monitor where external stations are listed with type EXT at the bottom of the station list see Using the Device Monitor view on page 12 3 If there are no external stations available see Setting general Tele Vantage options on page 3 3 for how to create them For users without a telephone ente
245. ct Advanced Login in the header on the right side of the page CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 25 4 Select Advanced This brings you to the advanced view of the Info tab se Se Sipura SPA Configuration SIPURA technology inc Sipura Phone Adapter Configuration user Login basic advanced F Info System SIP Provisioning Regional Line 1 PSTN Line User 1 PSTN User System Information DHCP Enabled Current IP 207 79 14 207 Host Name SipuraSPA Domain vertical com Current Netmask 255 255 254 0 Current Gateway 207 79 14 6 Primary DNS 207 79 141 Secondary DNS 207 79 14 2 Product Information Product Name SPA 3000 Serial Number 88012DA04728 Software Version 2 0 13 GWwg Hardware Version 2 0 1 8820 MAC Address DODEO8CAECAB Client Certificate Installed Customization Not Customized System Status Hi f J i H i i Hi H i l i H H i f i ti Current Time 9 13 2005 07 48 58 Elapsed Time 1 day and 21 01 18 Broadcast Pkts Sent O Broadcast Bytes Sent O Broadcast Pkts Recv 943543 Broadcast Bytes Recy 111014154 a PA a a 5 Select the Line 1 tab The page should begin with a Line Enable setting 6 Under Proxy and Registration make the following change m Proxy Enter the IP address of the TeleVantage SIP Span 7 Under Subscriber Information make the following changes m Display Name Enter the TeleVantage user s
246. cting two Servers over a private IP network and unifying them with H 323 Gateway users you can effectively double the number of stations your Tele Vantage system supports Overview of H 323 Gateway users An H 323 Gateway user is a special type of user that you create to mirror a user on the remote Server For each user on the remote Server you create an H 323 Gateway user on the local Server For example if the remote Server has a user named Pete Storpin you would create a user of the type H 323 Gateway named Pete Storpin on the local Server that points to the remote user CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 45 The administrator on the remote Server performs the same action creating an H 323 Gateway user on the remote Server to mirror each normal user on your Server When a user dials an H 323 Gateway user s extension behind the scenes the H 323 Gateway user automatically forwards the call over your Server s Internet to Centrex PBX Extension dialing service to the matching user on the remote Server Before creating H 323 Gateway users To create an H 323 Gateway user you must have already done the following on each Server m Created an H 323 Gateway to point to the remote Server See Creating an H 323 Gateway on page 15 41 m Created an Internet to Centrex PBX Extension dialing service that connects to the remote Server s internal dial tone See Adding a dialing service on page 9 9 m Made sure t
247. d contains field names C Microsoft Active Directory Select CSV comma delimited file If your CSV file does not have a row of column headers as the first row uncheck First record contains field names Click OK 6 38 ADMINISTERING TELEVANTAGE 4 Browse to your CSV file and select it When you click OK the list of users appears in the Edit and Review Users dialog box where you can make final changes before importing See Reviewing and editing users on page 6 42 for instructions Importing users from Active Directory You can import users directly from your Microsoft Active Directory Active Directory is the integrated distributed directory service that is included with Microsoft Windows Server 2003 and Microsoft Windows 2000 Server Organizations using Active Directory often have already entered into it most of the people who will become TeleVantage users To import users from Active Directory 1 In the Administrator choose File gt Import and Export 2 On the first Import and Export Wizard screen click Import Users then click Next 3 On the Select Import Source dialog box select Microsoft Active Directory then click OK The Select Users or Groups dialog box opens Select Users or Groups 1 1x Select this object type Users or Groups Object Types Erom this location Entire Directory Locations Enter the object names to select examples Check Name __ Advanced
248. d the Server shuts down Wait minutes for calls to complete Enter a number of minutes that the shutdown will wait if calls are still in progress If a delay was specified in step 1 this wait begins when the delay expires The shutdown continues when this wait time elapses or all calls are completed whichever comes first If calls are still in progress when the wait time elapses they are disconnected m Indefinitely wait for calls to complete Server shutdown is postponed until no active calls are in progress Note that if you choose this option and don t check Prevent new incoming or outgoing calls the shutdown may be postponed for quite a long time 4 Choose the level of shutdown that you want to perform m Stop TeleVantage Server Only the TeleVantage Server is shut down The Intel Dialogic drivers remain up and the Server computer remains running m Stop TeleVantage Server and Intel Dialogic Drivers Both the TeleVantage Server and the Intel Dialogic drivers are shut down Note If you choose this option only the Intel Dialogic System Release SR drivers are shut down not the Intel Dialogic DSI board drivers To shut down the DSI board drivers you must use the Intel MEA Configuration Manager For details see Test starting the Intel Dialogic drivers in Chapter 7 in Installing Intel Telephony Components mRestart PC The Tele Vantage Server computer is restarted 5 Capture Intel Dialogic firmware dump Do not check
249. d to report any problems you experience with your Tele Vantage system to your provider Your TeleVantage provider has the expertise to debug correct and expand your TeleVantage system and has access to Vertical Technical Support resources for further assistance The Problem Report Wizard asks you to describe the frequency patterns and circumstances of the problem you are reporting Based on the information you supply the Problem Report Wizard isolates exactly when and where the problem occurred and automatically collects the appropriate TeleVantage log files and other information from your computer By assembling all the relevant information the Wizard helps your provider quickly identify the problem and begin to solve it Note For information about known issues and workarounds for currently reported problems see the Known Issues topic in the online Help for the TeleVantage Administrator Setting Problem Report Wizard defaults You can set values for the Problem Report Wizard that will be automatically supplied as defaults whenever it is run The user running it can always change the defaults To set Problem Report Wizard defaults 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Choose the Problem Report Wizard tab 3 Fill in any Default information for the person reporting the problem 4 To set up a default status of e mailing the Problem Report Package check Send package via e mail by default and speci
250. da call center skill requirement click Agent skill select the skill from the dropdown list then set Minimum and Maximum values for the skill The skill will be attached with those required values to all calls handled by the auto attendant Skills will not be used unless the call is routed to a call center queue that uses skills based routing Click 29 to create a new agent skill 5 Click OK 10 18 ADMINISTERING TELEVANTAGE Customizing login behavior from auto attendants By default the User login menu choice prompts for extension and password then sends users to TeleVantage s voicemail account menu see Appendix A of Using Tele Vantage for details However you can customize the user login destination so that users who successfully log in are sent to any extension You can use this feature to provide quick access to an extension for verified users for example to an IVR Plug in that gives them custom account information Instead of having to log in from the auto attendant press for an internal dial tone and dial the extension the user simply logs in and is connected immediately to the extension Notes m When sending login calls to a custom destination the standard TeleVantage alert prompts do not play for example the prompts alerting the user to DND status active call forwarding and nearly full voice mailbox However the user still is prompted to change his or her password if that is required Customizing user
251. dard path for example C Program Files TFTP or the Administrator will only run from the TeleVantage Server PC Note You must have copied the Aastra configuration files from the TeleVantage Master CD s IPPhones SIP Aastra directory to your TFTP Server s root directory before clicking OK Click the Trunks tab and specify how trunks in this span are used Accept inbound calls If checked the trunks are used for inbound calls m Allow outbound calls If checked the trunks are used for outbound calls Click the Codecs tab and review the default codecs used by this span for all inbound calls and as dialing service defaults for outbound calls If you must change TeleVantage s default codec list see the next section Modifying SIP span codecs Note You can override the default span codecs when you set up a dialing service that allocates trunks in this span see The Codecs tab on page 9 15 If your system or any of your SIP end points reside behind a NAT firewall use the NAT Firewall tab to make special configuration changes See Supporting SIP calls over NATs firewalls on page 14 43 To authenticate SIP traffic through this span for security purposes use the Inbound Authentication tab See Authenticating SIP phone external stations on page 14 15 To authenticate REGISTER and message waiting light MWI subscriptions to this span use the Inbound Request Handling tab See Authenticating REGISTER and
252. dec preferences for the device in the same priority as you set them in the H 323 span To modify the codecs available to TeleVantage m To make a codec available with Tele Vantage check its Enabled column The codec is added as the last in the enabled codecs group at the top of the list Click OK then view the tab again to see the modified list m To move a codec up or down in the list click the arrow buttons 15 8 ADMINISTERING TELEVANTAGE Codecs you can make available include m G 711 ALaw G 711 MuLaw Also known as PCMU Supported by all VoIP devices but high bandwidth 64 kbs Note that the recommended frame size for G 711 codecs is 20ms m G 729a Offers a good balance between sound quality and bandwidth 8 8 kbs m G 723 1 Best for Microsoft NetMeeting 5 3 kbs or 6 3 kbs MSGSM 13 0 kbs m GSM 13 0 kbs Configuring a user to use an H 323 phone Each user with an H 323 phone must be configured to have the H 323 phone as an external station H 323 phones include Uniden phones Polycom phones and phones connected to an Intel NetStructure PBX IP Media Gateway Important Before beginning make sure there are enough unassigned external stations for the H 323 phone users To add more external stations see Defining the number of external stations on page 7 8 To assign a user an H 323 phone as an external station 1 Double click the user in the Users view to open the User dialog box 2 On the Ge
253. ded to workgroups for caller identification via call rules see Using Tele Vantage m Any public workgroup member can pick up a ringing call within the workgroup by dialing 99 8 2 ADMINISTERING TELEVANTAGE m Calls to a workgroup simultaneously ring the phones including external stations of all the users who are members of that workgroup IVR Plug ins auto attendants queues and contacts who are members of that workgroup are not called Public workgroups can be called by their extension numbers or via ViewPoint Private workgroups can only be called via ViewPoint m When workgroup members set their personal statuses to Do Not Disturb see Using Tele Vantage their phones do not ring when the workgroup is called Note The TeleVantage Advanced Setting Server UseGroupMemberDNDSetting governs workgroup call behavior to shared stations whether one user s Do Not Disturb setting prevents workgroup calls to that user only or the station as a whole For more information see Appendix J of Installing Tele Vantage m When workgroup members forward their calls internally see Using Tele Vantage calls to the workgroup ring at the number to which calls are being forwarded Workgroups view To add edit and delete public workgroups click Workgroups in the view bar to open the Workgroups view Workgroups Yertical Tele antage Administrator ofi x Ele Edt View Tools Workgroups Help 3 XZ CET Workgroups 4
254. delay when the digits dialed so far do not make a recognizable number At the end of this delay Tele Vantage intervenes to clear the digits entered and prompt the user to try again m Ambiguous timeouts The delay when the digits dialed so far could be resolved into more than one valid number For example 313 when there is a Phone Number access code 3 and an extension 313 This delay also follows an unambiguous extension to CHAPTER 9 MANAGING OUTBOUND CALLS 9 35 Notes determine whether the user will enter for a PIN or for a direct to voicemail call At the end of this delay Tele Vantage places the call to the number it considers complete The default dialing timeouts work in most installations and you should be careful modifying them With too short a timeout users may have their calls connected erroneously before they are finished dialing You should arrange your dialing plan to reduce ambiguous numbers See Avoiding dialing ambiguities on page 9 7 Users can bypass any dialing timeout delay by pressing at the end of the number they are dialing To set dialing timeouts 1 2 Choose Tools gt System Settings The System Settings dialog box opens Choose the Internal Dialing tab to modify timeouts for internal calls calls from a station to another station Adjust the following fields as needed m Internal dialing incomplete timeout Number of milliseconds before Tele Vantage times out on an internal cal
255. dentify station using phone s SIP address to have Tele Vantage identify the SIP address you defined in step 6 as a Tele Vantage station with full station privileges so that the user can place TeleVantage calls simply by picking up and dialing Uncheck the field if you want to require the user to log in to TeleVantage before placing Tele Vantage calls from the SIP phone When unchecked taking the phone off hook creates a call to the TeleVantage auto attendant defined for the SIP span Inbound calls will still ring the station normally and can be handled in ViewPoint too Under Authenticate using choose one of the following methods by which TeleVantage authenticates connections from the SIP phone m SIP span s Inbound Authentication settings This setting makes the phone dependent on the SIP span s configuration If the span s Station identification field is set to SIP stations must have authentication credentials see the next section Authenticating SIP phone external stations then the phone must be configured with a username and password that match the span s credentials If the span is not set to require credentials then the phone may connect to TeleVantage without any authentication credentials m User s extension and password When configuring the SIP phone s authentication fields you must enter the user s Tele Vantage extension and password Note if you use this option and the user s password changes y
256. device The bottom pane of the Device Monitor shows all parties on the device that you select in the station or trunk pane For example if you click Trunk 1 the Connected Devices pane shows all parties involved with Trunk 1 Column Description Device Name of the device Active Party Name Name of the party using the device Number Phone number extension of the other party CHAPTER 12 MONITORING AND MAINTENANCE 12 7 Viewing an active call s history When you select a station or trunk in an active call and click History the status pane shows the complete cradle to grave record of the call from the moment it entered the Tele Vantage system until it was disconnected You can see how a call was routed or transferred and how it ended By default call history data is automatically purged from the system after 5 days to conserve disk space To adjust the number of days see Setting Call and Trunk Log options on page 12 20 Reading device status The following table lists the statuses that a device station or trunk can be in Status Description Startup The TeleVantage system is starting No loop current The device is not connected to the telephone company Pre idle A brief period just before the device goes idle Idle The device is free phone on hook Internal dial Internal dial tone is playing External dial External dial tone is playing Calling
257. dial Sequence For all ports set telPhdExtSeqRedial to 66 When your edits are complete save the modified file 10 On the Import Export page click Browse select the saved file then click Import Settings CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 33 Using a PBX IP Media Gateway phone with TeleVantage Once the PBX IP Media Gateway is properly configured as described in the previous sections a Gateway phone user can use his or her phone as follows m The user can pick up the phone to place a call or use the Tele Vantage telephone commands as with any phone The dial tone that sounds is TeleVantage s internal dial tone m Incoming calls are routed by Tele Vantage to the user s Gateway phone m Pressing the Hold button on the Gateway phone during an active call puts the other party on standard TeleVantage hold with the appropriate music on hold m The message waiting light on the Gateway phone lights up when there are unheard voice messages in the user s Inbox Dialing a PBX IP Media Gateway phone directly In addition to dialing a PBX IP Media Gateway phone user s extension at a dial tone or an auto attendant callers can dial the user s Gateway phone directly by dialing the following lt the PBX IP Media Gateway device s IP address gt lt the PBX IP Media Gateway phone s extension gt For example if the Gateway device s IP address is 222 99 14 96 and the Gateway extension of the user s phon
258. dialing time outs 9 35 digit collection about 5 5 setting up on analog trunk 5 13 digital phones configuring 7 24 enabling BLF for 7 31 digital spans overview 5 11 adding 5 21 Direct Inward Dialing DID assigning number to a user 6 14 8 5 routing calls to auto attendants 10 2 direct transfer system setting 3 5 user setting 7 16 INDEX 3 direct to voice mail dialing enabling 3 5 disabling dialing services while creating them 9 6 record of in Maintenance Log view 12 11 trunks 12 9 disconnections detecting for third party applications 7 15 disk usage for a user 6 29 display phones changing format from MDMF to SDMF 7 7 documentation 1 6 DTMF digits sending to a station 7 16 DTMF Transmission Mode for SIP 14 10 E E1 adding a digital span 5 19 Edit All ViewPoint Settings command 6 46 e mail of Event Log notifications 12 21 of Problem Report Package 12 64 synchronization with Microsoft Exchange 3 10 e mail notification system setting 3 10 used to archive recordings 4 3 overview 6 19 embedded stack 15 2 emergency dialing 9 37 enhanced 911 9 37 entering account codes for a call 11 9 errors and warnings 12 22 Event Log messages 12 22 notifications 12 21 TI alarms 12 25 event log for system messages 12 20 Exchange Server see Microsoft Exchange Server expiration of passwords 3 12 exporting Call Log 12 17 dialing exceptions 9 18 exporting cont d Phone Number dialing ser
259. dialog box shows you the range of numbers of the trunks belonging to this span If your system also has analog trunks the analog trunks must have the lower trunk numbers so if you have not added them yet leave room for them in your numbering of the span Connect inbound calls Whether or not to use Delayed Answer on this span For more information see Using Delayed Answer on page 5 8 Service Protocol Identifier Number SPID A unique number assigned to each trunk in the BRI span Enter the SPID numbers supplied to you by your BRI supplier If your BRI board is the Dialogic BRI 2VFD you do not need to enter SPID numbers Click the Trunks tab and set the default values for the trunks that will be created in this span You can then change these values for each trunk individually See Entering trunk defaults for a span on page 5 32 Use the Caller ID Settings tab and Outbound Caller ID tab to set the values for your location and Caller ID formats See Setting location and Caller ID settings on page 5 25 Click OK to add the span to your configuration Editing an ISDN BRI span If you make changes to an ISDN BRI span you must restart all trunks in the span for your changes to take effect When you make changes and click OK Tele Vantage prompts you to restart the span Choose one of the following options m Click Yes The span is restarted and all calls using the span are disconnected without warning m Click No
260. e This rule is defined so that long distance calls placed during hours defined by the Weekdays schedule use the least expensive carrier The PIC code 10 10 321 a code used to save money by using a particular carrier is added to the dialed digits before the number is passed to the T1 line dialing service This rule is defined so that long distance calls that are not placed during Weekday hours use the same target dialing service as rule 5 The PIC code is not used This rule is defined so that if all of the T1 line dialing service trunks are busy calls are routed to the All trunks dialing service This rule is defined so that call processing stops if the dialed digits match this rule and the call has not yet been processed With the stop rule in place if no trunks are available from the previous rules the routing service stops the processing of the call and plays a system prompt to the user saying that no lines are available Without such a stop rule the routing service would search for another matching rule and therefore rule 9 which was not created to handle long distance calls would then handle the call CHAPTER 9 MANAGING OUTBOUND CALLS 9 25 10 This rule is defined so that all other numbers for example local numbers are passed to the T1 line dialing service unchanged How ViewPoint reformats phone numbers Phone numbers dialed from a telephone reach the routing service exactly as dialed On the other hand ViewPoint can
261. e Enforcing strong password security on page 3 12 ADMINISTERING TELEVANTAGE Setting up a personal operator By default TeleVantage dials the Operator user s extension whenever a caller presses 0 while listening to a user s greeting or leaving a message To transfer calls to another user instead for example a departmental operator personal assistant or other auto attendant select the user to whom you want to transfer calls from the Operator dropdown list on the General tab For more information about operators see The Admin and Operator users on page 6 4 A personal operator can be also be set in ViewPoint Entering the user s Microsoft Windows NT account In the NT account field enter the user s Windows network account name for example MAIN MAnatolia or WORKGROUP ohn This field is primarily for use by Add ins and Client API developers The User Account Codes tab The User Account Codes tab lets you set up the user s account code modes Account code modes determine whether and under what circumstances TeleVantage prompts the user to enter an account code For instructions see Setting a user s account code modes on page 11 9 For an overview of account codes see Using account codes on page 11 6 The User Call Log tab The User Call Log tab lets you define how the user s calls appear in the Call Log in terms of which calls are logged whether they are associated with an Organization
262. e You can use this option if your Server has either of the following m Centrex trunks m ISDN trunks with Two B Channel Transfer enabled A connection to an external PBX CHAPTER 7 MANAGING STATIONS 7 19 m A connection to a SIP PSTN Gateway device A connection to another TeleVantage Server via a H 323 Gateway If this option is checked when a trunk call would be forwarded to an external number TeleVantage attempts to have the carrier create a direct transfer from the origin number to the external forwarding number thus saving two TeleVantage trunks Example A call is forwarded between three TeleVantage Servers using H 323 Gateways as follows it starts on Server A goes to Server B and is forwarded to Server C With Centrex PBX transfer TeleVantage automatically simplifies the path to a direct connection between Servers A and C thus saving trunk usage on Server B For more information on H 323 Gateways see Connecting two Servers using H 323 Gateways on page 15 39 If the requirements for Centrex PBX transfer are not present for example on a normal analog trunks TeleVantage forwards the call to the external number in the usual way using a second trunk Note When a call is routed out using a Centrex PBX transfer TeleVantage loses control of it and cannot send it to subsequent steps on the user s routing list For example after a call is transferred using Centrex PBX it does not go to voicemail Note Centr
263. e be sure that you have successfully completed the following tasks m Install and configure Intel telephony resources in the TeleVantage Server computer see Installing Intel Telephony Components Connect your trunks and stations including any necessary VoIP gateways see Installing Tele Vantage m Install the TeleVantage Server and the TeleVantage Administrator see Installing Tele Vantage m Add and activate the required licenses see Installing Tele Vantage m Successfully start the TeleVantage Server see Installing Tele Vantage Note You can start the Administrator in a mode that allows you to configure many components of a TeleVantage system without having installed Intel telephony resources or TeleVantage licenses See the next section This chapter outlines the tasks you must perform after installation Detailed instructions for each step are in subsequent chapters Configuring a new TeleVantage system After you have successfully installed TeleVantage and entered licenses as described in Installing Tele Vantage and Installing Intel Telephony Components you are ready to configure your system Configuring a new system involves the following minimum steps each of which is described in detail in this manual The other chapters describe additional features and capabilities 1 Configure system settings See Chapter 3 Configure your trunks See Chapter 5 Create users See Chapter 6 Configure your stations See Chapt
264. e CTRL key as you click to select multiple users Selecting a Role or workgroup will add all the members of that Role or workgroup to the Selected users pane Click Apply to apply the settings to the users in the Selected users pane ADMINISTERING TELEVANTAGE Using internal stations The station ID of an internal station corresponds to the interface on the station board to which the station is connected To add an internal station to your TeleVantage system 1 Using phone cable connect the phone fax machine or other device to the TeleVantage Server s station board BCP Control Panel or breakout box as described in Installing Intel Telephony Components 2 Inthe User s view of the TeleVantage Administrator assign the appropriate station ID to a user See Assigning a station ID on page 6 13 Supporting different types of analog CLASS phones Two TeleVantage registry settings specify the format used to send information to analog CLASS internal stations m HKLM SOFTWARE Artisoft TeleVantage Server MSIBoard lt n gt CID_FSK_FORMAT Specifies the format for Caller ID information m HKLM SOFTWARE Artisoft TeleVantage Server MSIBoard lt n gt VMWI_FSK_FORMAT Specifies the format for message waiting light information Important These two registry settings change the message format sent to all phones connected to the specified MSI DISI or HDSI board With these settings you can choose which of the following formats is u
265. e Number or Internet to Centrex PBX Extension dialing service m lt H 323 SIP PSTN gt Gateway For H 323 select the H 323 Gateway that will direct calls from this dialing service to a remote TeleVantage Server To create a new H 323 Gateway click the H 323 Gateway button See Creating an H 323 Gateway on page 15 41 ADMINISTERING TELEVANTAGE For SIP select the TeleVantage SIP server representing the SIP device or provider through which you will send SIP calls to the telephone network Remote Server s Phone Number service access code H 323 to Phone number services only Use this field to specify the dialing service that the remote Server will use to place outbound calls Enter the access code of a Phone Number dialing service on the remote Server typically 9 m Place Centrex PBX calls on remote Server using H 323 to Centrex PBX Extension services only Select one of the following options depending on the type of H 323 Gateway calling you want to perform using this dialing service To call TeleVantage extensions on the remote Server Select Remote Server s internal dial tone With this selection callers are connected directly to the internal dial tone on the remote Server from which they can dial extensions log into accounts or use the Tele Vantage telephone commands m To place Centrex PBX calls through the remote Server Select Remote Server s Centrex PBX service access code and enter the access code o
266. e TeleVantage RTP Relay The beginning of the range is specified in the SIP span tuning parameter RtpRelayPortRangeStart and the total number of ports is equal to twice the number of trunks in the SIP span For example if RtpRelayPortRangeStart is 6004 and you have 12 trunks in the SIP span the range is 6004 6028 3 Configure the NAT firewall in front of TeleVantage to allow incoming UDP packets over the ports in this range to the Tele Vantage host IP address About SIP off bus routing To reduce VoIP latency a delay in audio between two parties TeleVantage uses off bus routing on calls between two SIP end points for example two SIP phones or a SIP phone station and a SIP service provider With off bus routing packets from the VoIP call are routed more directly from one SIP end point to the other through TeleVantage s RTP Relay instead of via the Intel TDM bus both Intel HMP software and Dialogic boards have a TDM bus The result is higher voice quality since calls using the TDM bus must be routed onto and then off of the bus introducing latency In addition using the RTP relay allows TeleVantage to support more firewall and NAT configurations Skipping the TDM bus can also reduce IP resource usage Using the RTP Relay does place a minimal extra load on the Tele Vantage Server computer s CPU usage However since the TeleVantage RTP relay operates by default in Windows kernel mode the extra CPU overhead is normally
267. e Using Tele Vantage for an explanation of routing lists and call rules Leaving this field unchecked keeps the user s active routing list and call rules in effect which means that some calls might ring elsewhere than the forwarded phone Mobile phone issues with forwarded calls Calls to a mobile phone are picked up by the mobile phone company first and then passed to the individual phone When TeleVantage detects the first pickup it stops proceeding down the routing list whether or not anyone has actually answered the mobile phone For this reason when forwarding calls to a mobile phone always check Prompt recipient to accept or decline call TeleVantage then relies on user input to signal a connection TeleVantage proceeds down the routing list unless someone explicitly accepts the forwarded call Call forwarding and voicemail If a forwarded call is not answered it is sent to the user s voicemail To completely transfer a user s calls to another user s phone so that the other user receives voicemail as well as the calls themselves do not use call forwarding Instead use ViewPoint to create a routing list whose final and only action is Transfer to Extension and make it the user s active routing list See Using Tele Vantage Forwarding calls over Centrex PBX trunks In certain circumstances you can use the option Attempt Centrex PBX transfer when forwarding calls to external numbers which economizes TeleVantage trunk usag
268. e a digit string from the list select it and click Delete 6 Click OK CHAPTER 3 DEFINING SYSTEM SETTINGS 3 13 Setting up personal call supervision defaults You can set system defaults for whether users personal calls can be Monitored Coached or Joined using the Supervise commands When you create a new user these defaults are used to define if users personal calls can be supervised and you can override the defaults for individual users see Configuring whether the user s calls can be supervised on page 6 31 Notes m When you change a system default users who have that Supervise permission set to System Default change to reflect the new default m Whether or not a user can use the Supervise commands is controlled by permissions See Assigning a user s permissions on page 6 32 To change personal call supervision defaults 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Choose the Security tab 3 In each of the following fields choose Yes or No m Personal calls can be monitored Users with the Allow monitoring user calls permission can listen to users personal not queue calls without the monitored user knowing m Personal calls can be coached Users with the Allow coaching user calls permission can add themselves to users personal not queue calls and be heard by the coached user but not by the caller m Personal calls can be joined Us
269. e all active calls C Wait F5 minutes for calls to complete Indefinitely wait for calls to complete Fa KATA ng Stop TeleVantage Server C Stop TeleVantage Server and Intel Dialogic Drivers C Restart PC 5 Capture Intel Dialogic firmware dump 6 T Start TeleVantage Server Cancel shutdown Reason for shutdown Cancel Help 12 56 ADMINISTERING TELEVANTAGE The shutdown process is a series of 6 steps that are performed sequentially as shown in the dialog and as described below 1 Delay minutes Check to have a delay between clicking OK in this dialog box and the Server shutdown Enter the number of minutes to delay During the delay users picking up a station hear the message The phone system is about to shut down During the delay you can cancel the shutdown by returning to this dialog box see the next section Uncheck the field to shut down the Server immediately when you click OK 2 Prevent new incoming or outgoing calls Check to prevent the start of new external calls before the Server is shut down Internal station to station calls are still permitted Incoming trunk calls will hear a busy signal Attempts at placing outgoing external calls will fail to allocate a trunk If unchecked new external calls can be placed and received 3 Choose what happens if there are active calls in progress before the Server shuts down Immediately terminate all active calls All calls are disconnected an
270. e call center agents an IP trunks to IP phones ratio of 1 3 or 1 4 should be sufficient for a typical medium sized office See Installing Intel Telephony Components for more information Configuring multiple Internet telephony boards in your TeleVantage Server If your TeleVantage Server includes multiple Intel Internet telephony boards which have their own on board network interfaces you gain more flexibility by using a host based stack See Using a host based or an embedded stack on page 15 2 If you use an embedded stack instead remember that each of the boards has a unique IP address Therefore you will have multiple PLAR addresses to manage For best results you should spread the connection load among your IP boards having some phones connect to each IP board For the Uniden phones and Intel NetStructure PBX IP Media Gateway set the PLAR address for each phone to connect to the IP board you have chosen For Polycom phones you will have multiple lt ServerIP gt cfg files each containing a different PLAR IP address make sure a phone s lt MACid gt cfg file references the lt ServerIP gt cfg file for the IP board you intend the phone to use Using an H 323 IP phone over the Internet To use an IP phone at an external location outside your network do the following 1 2 Note Connect the LAN port of the phone to a network that has access to the Internet If you are using a H 323 phone that is behind a firewall or NAT dev
271. e calling party identity displays as Caller ID If unchecked TeleVantage displays the call as originating with the IP address of the external SIP device service ADMINISTERING TELEVANTAGE Number Formatting tab Use this tab to configure location settings for the calls that match the phone number terminated by the PSTN gateway or the number provided to you by PSTN SIP services like www broadvoice com You need to configure this tab only if the SIP server you are defining interacts with the PSTN for example PSTN Gateway devices and IP service providers Number Formatting Country Region United States of America 1 x Long distance prefix fi Intemational prefix for 1 Area code fei 7 I Dial local numbers without area code TU Include long distance prefix in area code I Inbound caller ID does not always begin with area code Local number lenath F Complete the following fields m Country Region Select the country where your Tele Vantage Server resides m Long distance prefix Enter the number to dial to begin a long distance call In the United States this number is 1 m International prefix Enter the number to dial to begin an international call In the United States this number is 011 m Area code If applicable enter the area or city code of the region where your TeleVantage Server resides Otherwise leave blank m Include long distance prefix in area code Check to have Tele Vantage assume that the long distance
272. e directory JV Play extension to the caller I Organization Ei JV Limit the time that calling this workgroup will ring all users phones Bing time in seconds f2o If no answer transfer Operator x 0 gt Cancel Help Calling paging or picking up calls from workgroups Assign an Extension number that callers can dial to reach the workgroup For more information about extension requirements and restrictions see Assigning an extension on page 6 12 When no extension number is entered the workgroup can be called using ViewPoint but not from the auto attendant or telephone and users cannot use the paging option 15 Assigning a DID number to a workgroup You can assign a DID number to a workgroup from the block of numbers provided by your telephone company When TeleVantage recognizes this number as the final digits on an inbound call the caller is automatically connected to this workgroup bypassing the main auto attendant To assign multiple DID numbers to a workgroup separate each number by a comma For more information about DID see Telephone company services that help TeleVantage on page 5 5 Recording a voice title for a workgroup You can give the workgroup a voice title which is played to callers whenever they select the workgroup from the dial by name directory The voice title should be recording of just the workgroup s name for example Sales Department See Using the
273. e eee tenes Upgrading from a previous version of TeleVantage Before configuring a new TeleVantage system 00 ee eee Configuring a new TeleVantage system 1 2 2 0 cee eee eee Getting technical support asic ADA GN en Se pn ee ee ey TeleVantage documentation 0c cece Welcome to TeleVantage TeleVantage is a feature rich software based phone system that combines rock solid stability with the most advanced communications technology available today TeleVantage delivers greater functionality flexibility and value than proprietary PBXs to a variety of customers from small offices to large enterprise organizations with sophisticated call centers What s new in this version of TeleVantage For a complete list of new features in this version see the Whatsnew htm document displayed at the end of the Workstation application installation program and also on the root of the Master CD It is also available through the online Help Major TeleVantage features Major TeleVantage features include Fault tolerant architecture Designed to keep your phone system up and running If the network or your desktop computer goes down your phone lines are unaffected Even in the case of a Tele Vantage Server malfunction or power outage your critical phone lines will stay open Software only solution With Intel s Host Media Processing HMP you can deliver a pure IP PBX media server solution using just
274. e entries that appear in the list with a check mark in the Enabled column 6 24 ADMINISTERING TELEVANTAGE To add a schedule entry 1 To add a schedule entry click Add The Schedule Notification dialog box opens Schedule Notification a Notification During nonbusiness Kat C After business hours on workdays On nonworkdays Business Hours On holidays During custom hours Or ours This schedule entry occurs V Enable this schedule action coca tuo 2 To view or change the business and holiday hours used for scheduling or to create other sets of business hours click Business Hours See Setting business hours on page 3 7 3 Under This schedule entry occurs choose one or more of the following time periods during which you want to notify the user of new voice messages For purposes of illustration each of the time periods in the following list show in parentheses what would be the result of selecting that time period in a company whose business hours are Monday through Friday from 9 00 a m to 5 00 p m m During business hours Notifications are sent during business hours Monday through Friday from 9 00 a m to 5 00 p m m During nonbusiness hours Notifications are sent at all times other than business hours including early mornings evenings weekends and holidays Notifications are sent Monday through Friday 5 01 p m to 8 59 a m and on Saturdays Sundays
275. e filter will be used instead Ensure that the custom N capture filter was entered properly or contact your N Provider to obtain a valid capture filter For more information see the capture filter syntax in the documentation section of http www winpcap org 191 Error The Server did not start because the IP address specified when you installed HMP is no longer valid You must change it by editing the HKEY_LOCAL_MACHINE SOFTWARE SBLabs dm3ssp registry key You should use a static IP address not one that is dynamically assigned 12 32 ADMINISTERING TELEVANTAGE 192 Error MP3 Conversion Error lt name gt in function N 193 Error Unable to start SIP span N Reason lt name gt 194 Error SIP trunks are out of service no available IPM resources found in the system 195 Warning Off hook event received from station N which is currently out of service and not registered with the Server Please check the SIP device s configuration and its registration with the Tele Vantage Server s SIP span 196 Error Attempted to call station n which is currently out of service Please check the station configuration and its registration with the Tele Vantage Server 197 Warning Requested IPM feature is not supported by Intel Dialogic board feature lt name gt board N 198 Warning Server cannot capture network traffic due to low disk space Please make sure N MB of disk space is free for network traffic to
276. e first screen of the Phone Templates Wizard opens Family Analog stations Model Geneis UU Template Standard System Deau 0 al x Make Default Explore Templates Phone Phone E J7 Enable multiple line appearances Station Features Caller ID Display T T Drop loop current when idle Hands free Drop loop current for foo milliseconds The screen opens with the default analog phone template loaded Using the top part of the screen you can manage templates in the following ways m To load a different phone template select it from the Template dropdown list or click Explore Templates m To save the current collection of settings as a template click BI You do not need to save your settings as a template in order to apply them to users You cannot save changes to a Standard template but you can make another template the default for that phone type m To make the currently loaded template the default template for this phone type click Make Default m To delete the currently loaded template click 2 You cannot delete the Standard template 2 Choose the type of phone for which you want to apply settings using the following fields at the top of the screen m Family The category of phone m Model The specific phone model 3 Choose which settings to apply Click a tab in the Category pane to view the settings for that tab The tabs will be CHAPTER 7 MANAGING STATIONS 7 5 different
277. e gets low you can limit the size of the logs or the logging time period To do so 1 Open the Performance dialog box as described in step 1 above 2 Right click TvPerformance and then choose Properties CHAPTER 12 MONITORING AND MAINTENANCE 12 35 3 Click the Schedule tab TvPerformance 71 xi General LogFiles Schedule r Start log 9 14 2005 z C Ak 4 30 16 PM m Stop log Manually using the shortcut menu C After fi 3 UF days 7 C At 9 15 2005 4 30 16 PM When the 204800 KB log file is full When a log file closes F Start a new lon file T Bun this command Cancel Aap 4 Use the fields in the Stop log section to specify when logging will end automatically 5 Click OK to save your change How TeleVantage counters are organized The counters are organized into two groups Phone System Calls and Phone System Devices The counters can be monitored by system administration tools such as the performance monitoring utilities provided with Windows The Phone System Calls group has the following counters m Existing calls Total number of active calls currently being handled by TeleVantage m Total calls Total number of calls handled by the Server since it was last started The Phone System Devices group has the following counters m Stations Total number of internal and external stations configured and in service in the system m Station in
278. e is 123 callers would dial 222 99 14 96 123 Using H 323 terminals with TeleVantage The following sections describe integrating TeleVantage with H 323 VoIP devices Using NetMeeting or any H 323 terminal as an IP phone You can set up a Microsoft NetMeeting or any other H 323 application as an TeleVantage integrated IP phone by defining it as an external station To do so 1 Create external stations and assign one to the H 323 terminal user as described in Using external stations on page 7 8 2 On the Phone tab of the User dialog box use the Destination field to select Generic H 323 Device Enter the IP address of the H 323 terminal in Address See Configuring a user s external station on page 7 10 for full instructions For instructions on using an external station IP phone see Using external stations on page 7 8 and Chapter 6 of Using Tele Vantage For a list of supported IP phones see Installing Tele Vantage 15 34 ADMINISTERING TELEVANTAGE Placing calls to H 323 terminals such as NetMeeting You can use TeleVantage to place and receive IP calls from H 323 based terminals like Microsoft NetMeeting a real time conferencing and collaboration tool The figure under Placing calls to NetMeeting from TeleVantage ViewPoint on page 15 35 shows how the process of making TeleVantage to NetMeeting calls works After you have installed the proper Internet telephony hardware see Installing Intel Te
279. e made by remote users who make calls through this H 323 Gateway For example you might edit the local H 323 Gateway s permissions to prevent London users from making unrestricted long distance calls from London See The Security Dialing Permissions tab on page 6 33 11 Click OK Important The administrator on the remote Server needs to know the extension and password of your H 323 Gateway in order to correctly configure the H 323 Gateway on the remote Server Creating H 323 Gateway dialing services To use an H 323 Gateway connection you must create at least one dialing service of the Internet to Phone Number or Internet to Centrex PBX Extension type To create a dialing service for H 323 Gateway use do the following 1 Refer to the table in this section to determine the type of dialing service you must create 2 See Adding a dialing service on page 9 9 for complete instructions on creating the dialing service Note Before creating an H 323 Gateway dialing service make sure you have created an H 323 Gateway that points to the remote Server See Creating an H 323 Gateway on page 15 41 15 44 ADMINISTERING TELEVANTAGE The type of dialing service you must create depends on the type of H 323 Gateway calling you want to do as described in the following table Type of calling Dialing service needed Special instructions Calling TeleVantage Internet to Centrex On the General tab select extensions on
280. e or SIP service such as another TeleVantage Server Broadvoice or fwd pulver com that you want TeleVantage users to access You do not need to create a SIP server for SIP phones or SIP FXS gateways You create view and edit SIP servers using the Administrator s SIP servers view 74 SIP Servers Yertical Tele antage Administrator File Edit View Tools SIP Servers Help O P x 2 Name 4 Broadvoice sip broadvoice com IVR Plug Ins i 207 79 1 1 Tg H 323 Gateways E SIP Servet H Calls from 7 26 2005 10 55 58 AM to 8 23 2005 1 11 04 PM 2 Items Admin x100 207 79 15 aA VA Information you need from a SIP service provider To create a SIP server for a SIP service provider ITSP such as Broadvoice you need the following information from them m Assigned Phone Number Account Password Authorization User Name This might be the same as the assigned phone number m Authorization Password This might be the same as the account password m SIP Server For example sip broadvoice com or fwd pulver com Note For specific instructions on defining a SIP server for Broadvoice see Setting up Broadvoice as a SIP service provider on page 14 40 Creating a SIP server To create a SIP server choose File gt New gt SIP server The SIP Server dialog box opens to the SIP Server tab You create a SIP server using some or all of the following tabs depending on what type of exter
281. e performing nothing menu choice 3 JV Process all other digits as user extensions Restrict dial by name and extension matching to members of i Cancel Help 11 Add more menu choices or click OK to save the auto attendant Preventing callers from dialing extensions By default all auto attendants permit the caller to dial extensions However you may want an auto attendant to offer menu choices only for example an auto attendant whose only purpose is to transfer callers to call center queues or an informational auto attendant that provides recorded messages based on caller choices You can disallow extension dialing to ensure that callers entering digits do not get transferred to extensions by accident To disallow extension dialing uncheck Process all other digits as user extensions on the Menu Choices tab When unchecked the auto attendant responds only to the digits you define as menu choice selections Note that this eliminates the dialing delay if a menu choice is ambiguous with an extension number see Avoiding the auto attendant ambiguous dialing delay on page 10 19 When checked the auto attendant permits the dialing of extensions CHAPTER 10 HANDLING INBOUND CALLS 10 13 Restricting an auto attendant to members of a workgroup You can restrict an auto attendant to be able to reach only the extensions within a workgroup which is useful for tenanting situations When you do so callers to the
282. e phone Two such devices are the Polycom SoundPoint IP phone version 1 4 1 and the Sipura SPA3000 ATA version 2 0 11 With this setting enabled TeleVantage does not send re INVITE messages with updated RTP connection parameters to SIP end points with User Agent Strings matching this regular expression SIP standards supported by TeleVantage TeleVantage supports the following SIP RFCs drafts Third party SIP device features will work with TeleVantage if they use the appropriate RFC draft RFC SIP device features RFC 3261 Basic SIP call creation and ending SIP Session Initiation Protocol SIP registration in both directions RFC 2327 Setting up audio path between SIP SDP Session Description Protocol end point during call setup Hold Retrieve via SIP phone s button RFC 3264 Codec negotiation during call setup An Offer Answer Model with SDP RFC 3515 SIP transfer via SIP phone s button The SIP Refer Method CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 49 RFC SIP device features RFC 3842 A Message Summary and MWI Event Package for SIP Message waiting indicator MWI SIP Call Control Transfer See http www ietf org internet drafts draft ietf sipping cc transfer 04 txt for details RFC 2617 SIP request authentication in both HTTP authentication directions RFC 2833 Detect and transmit DTMF tones within RTP payload for DTMF digits the RTP stream
283. e the folder s items View and Edit the user has full access to the view or folder Note that a No access setting prevents the user from accessing the folder even using the TeleVantage API Disallowing a folder using the Folder Visibility permission removes it from ViewPoint but still permits access via the API Dialing permissions Dialing permissions determine what phone numbers can be dialed by TeleVantage users By default all numbers are allowed You can use dialing permissions to disallow certain numbers either globally by role or on a per user basis You can decide whether to permit all numbers except for a few or disallow all numbers except for a few A user who dials a disallowed number hears the message I m sorry you do not have permission to dial that number A user cannot include a disallowed number in a routing list or forward calls to a disallowed number CHAPTER 6 MANAGING USERS AND ROLES 6 55 A disallowed number means that the user cannot dial any number beginning with those digits Commonly disallowed numbers include the following Prefix Disallows 1 Long distance calls Be aware that in some areas this may block local calls as well 011 International calls 1550 Group conversation lines 1554 Adult information services 1900 Long distance programs 1976 General information programs Dialing permissions hierarchy You can set dialing permissions separa
284. e the default settings Some settings such as permissions and queue skills have the choice Do not apply on the dropdown list Choosing Do not apply is the same as unselecting a setting those settings will be left as is when applied to users Note When setting roles Security Permissions tab to Unassign note that each user must have at least one assigned role If applying the settings would unassign a user s last role the change would be aborted and the settings will not be applied to that user or any following users For details on any of the fields see its description for the User dialog box see About the User dialog box on page 6 10 and following sections 3 When you have indicated all of the settings you want to change click Next to choose the users to which they will be applied The second screen of the User Templates Wizard opens User Templates All users Name Admin x 100 Administrators Cecilia 5t John x 103 Len SoftPhone x 143 Len WinMessenger x 144 Miri Anatolia x 555 Operator x 0 User 102 x 102 2 MSI User 134 x 134 34 EXT xl Selected users Name Lou Antander x 133 Nathaniel Chestnut x 104 4 Inthe All users pane select the users to whom you want to apply the settings then click Add Hold down the CTRL key as you click to select multiple users Selecting a Role or workgroup will add all the members of that Role or workgroup to the S
285. e to find documentation for the various tabs of the System Settings dialog box LEL See Server page 3 3 Server External H 323 Gateways page 15 48 Server SIP Accounts page 6 18 Server Network Capture page 12 59 Call Data Account Codes page 11 6 Call Data Custom Data page 11 13 Organizations page 11 2 Business Hours page 3 7 Licenses Licenses Reserved Installing Tele Vantage Dial by name Directory page 3 6 E mail Notification page 3 10 E mail Notification Exchange Synchronization page 2 10 E mail Notification Event Log page 12 21 Security page 3 12 Security Permitted Passwords page 3 12 page 3 14 Security Server Firewall Security Workstation Firewall Appendix F of Installing Tele Vantage Audio page 13 2 page 13 13 3 2 ADMINISTERING TELEVANTAGE LENS See Audio Hold Sources page 13 14 Call Log and Trunk Log page 12 20 Call Log and Trunk Log Archive page 12 51 Internal Dialing Dial by name directory page 3 6 Select a trunk page 9 9 voicemail access page 14 22 Internal dialing timeouts page 9 35 External Dialing page 9 8 E ae ID pagers External Dialing Routing Variables page 9 32 Emergency page 9 37 Emergency E 911 page 9 37 Recordings Archive page 12 39 Recordings System Call Recording page 4 6 Recordings Reminder Beeps page 4 7 Queue
286. e trunk types at your users fingertips including the ability to dial Internet addresses extensions on remote Tele Vantage Servers and more Each dialing service has a name and an access code The access code is a number such as 9 that users dial to begin an external call The access code tells TeleVantage which dialing service to use When placing external calls from ViewPoint users select a dialing service by name with the Call Using dropdown list Call using 9 Phone number Name Number 617 225 2442 Each dialing service routes calls over a group of trunks For example a Phone Number dialing service for example access code 9 can route calls over your telephone company trunks while an Internet Address dialing service for example access code 71 can route calls over your Internet trunks Users would dial 9 plus a phone number to place a normal phone call or 71 plus an IP address to place an Internet call By default Tele Vantage comes with one dialing service called Phone number with an access code of 9 It routes calls over any of your available telephone company trunks analog or digital For some installations this will be the only dialing service needed If so you can skip this chapter Dialing service types You can add the following types of dialing service m Phone Number service Used to dial standard phone numbers over the public telephone network You can specify prefixes and suffixes to automatically t
287. e users at the same time Applying user settings in bulk on page 6 43 Advanced Settings Launches the Advanced Settings Appendix J of Installing Editor Editor where you can modify Tele Vantage advanced TeleVantage settings not available from the Administrator Columns Lets you customize the columns Customizing columns that appear in each view page 2 9 Options Lets you customize the Assigning an extension appearance of names Call Log size and defaults for station and extension numbers page 6 12 Changing the station ID default page 6 14 Displaying a specific number of Call Log entries page 12 16 System Settings Lets you configure and customize several aspects of your TeleVantage system Chapter 3 Defining System Settings Working in views To open a view click its button in the vertical view bar on the left side of the Administrator window To change the location of a button on the view bar drag and drop it 23 Users Yertical Televantage Administrator _ Ol x File Edit View Tools Users Help 8 Ala x2l Genet URES 0 8 Cecilia St John 103 Courtney Bamstable 115 8 Jenny Benton 777 Lou Antander 133 5002 8 Miri Anatolia 555 Nathaniel Chestnut 104 8 Operator O Users Min Williams 4 MSI User f 7 MSI User 7 MSI User 33 EXT User 28 EXT User fl 5 MSI User 1 MSI User 1m ANG 2 MSI User
288. ead speaker To broadcast an announcement over the paging system dial the extension With hands free answering the call is connected without the need to lift a receiver so you are connected immediately to the speaker The zip tone plays over the speaker to signal the beginning of your announcement Configuring a user s automatic station log out time This section applies to all phone types analog internal and external stations and digital phones If the user has logged in at another user s workstation using either ViewPoint or the telephone commands the setting on the Phone Automatic Log Out tab determines how much inactive time elapses before the user is automatically logged out and the station is reset to its default user This feature is useful if a roaming user walks away from a phone without logging out Enter the number of minutes in Automatically log out of other user s stations after __ minutes of inactivity All calls are written to the Call Log according to the user logged in at the station so a user can log in anywhere in the office and make calls that are logged correctly under his or her name Calls from the station continue to be logged under the visiting user s name until one of the following happens m The visiting user logs out either by pressing 00 at the dial tone or by choosing File gt Exit and Log Off in ViewPoint This resets the station to its default user Another user logs in to the station using V
289. eant to be used only for menu choices To do so uncheck Process all other digits as user extensions on the Menu Choices tab This bypasses any ambiguities between menu choices and extension numbers enabling menu choices to be dialed without the delay See Preventing callers from dialing extensions on page 10 13 for more information m You can modify the length of the delay by changing the Tele Vantage Advanced Setting AutoAttendantInterdigitTimeout Be careful when modifying this setting if ambiguous numbers exist because callers may find themselves connected to the wrong number Assigning an auto attendant to a trunk In the Trunk dialog box or on the Trunks tab of an Internet span select the auto attendant under Calls are sent to Deleting auto attendants If you delete an auto attendant all trunks using that auto attendant will use the Default Auto Attendant You cannot delete the Default Auto Attendant Routing calls to users When you route calls directly to users all incoming calls on the dedicated trunk are sent to that user If the user is busy or does not answer the calls follow the user s routing list By routing calls directly to a user you can do the following m Send incoming calls on the trunk to a live Operator who then transfers the calls to the appropriate destination You can do this on all your trunks m Send incoming calls on the trunk to a user If your phone lines do not support direct inward dial D
290. ear the prompts for 10 10 ADMINISTERING TELEVANTAGE each menu before entering commands for that menu 5 To dedicate this auto attendant to a workgroup so that only users in the workgroup can be dialed from it check Restrict dial by name and extension matching to members of and select the workgroup For more information see Restricting an auto attendant to members of a workgroup on page 10 14 Adding or editing a menu choice 1 On the Menu Choices tab of the Auto Attendant dialog box click Add to create a new menu choice Click Edit to modify the selected menu choice The Edit Menu Choice dialog box opens Edit Menu Choice General Advanced m Prompt to offer this menu choice me a aaa Not connected to record press to connect M When caller presses fi x Perform action Transfer to user x Nathaniel Chestnut Announce Name or extension x 2 On the General tab type the text of the Prompt to offer this menu choice for example For Sales press 1 Use the audio controls to record the prompt For more information see Using the audio controls on page 2 10 3 In When caller presses select the key that callers must press to select the menu choice Valid keys are 0 9 or 4 Inthe Perform action dropdown list select the action to perform when callers press the key For a list of actions see Menu choice actions on page 10 9 For transfers to a use
291. eatures in the following ways m Use direct transfer to simplify the Flash button By default when a user presses Flash during a call he or she hears the full call handling menu of telephone commands With direct transfer Flash becomes a transfer button the user hears a simple prompt for the extension to which to transfer the call You can set direct transfer for the system as a whole see Setting general TeleVantage options on page 3 3 or for individual users see Configuring Flash behavior on page 7 16 m Hide unnecessary telephone commands Use permissions to disallow more advanced telephone commands such as account code calling as and voice first answering See The Security Permissions tab on page 6 31 m Hide unnecessary ViewPoint views and features Use permissions to present a simplified ViewPoint interface containing only the features that your users need For example you can have ViewPoint display only the Call Monitor and Voice Messages view while hiding commands such as call recording CHAPTER 6 MANAGING USERS AND ROLES 6 57 Experiment with the right configuration for the users in your system You can use roles to define different configurations for different grades of users for example Regular users who encounter a limited feature set and Power users who get the full feature set See Managing roles on page 6 46 6 58 ADMINISTERING TELEVANTAGE CHAPTER 7 MANAGING
292. ecipient for password or Prompt recipient to accept or decline call is checked described below you must allow at least 30 seconds Otherwise the call might be sent to voicemail before the user finishes listening and responding to the prompts 7 18 ADMINISTERING TELEVANTAGE m Prompt recipient for password If checked the person who picks up the phone hears Call for lt the user s voice title gt Please connect me To be connected to the caller the recipient must enter the user s TeleVantage password Choosing this option ensures that only users can receive their forwarded calls This option is used only when calls are forwarded to an external number and the user has a voice title recorded Prompt recipient to accept or decline call If checked when the user picks up the phone TeleVantage announces the caller Call from and intended recipient Call for and offers the option to accept or decline the call Declined calls proceed to the next step in the user s routing list usually voicemail Note When you forward calls to a mobile phone make sure that you check Prompt recipient to accept or decline call See the next section Mobile phone issues with forwarded calls m Select Ignore call rules and use Standard routing list if you want to sends all of the user s incoming calls to the forwarded phone This setting disables the user s call rules and uses the Standard routing list for all calls Se
293. ecorded by a user who User handled it Recorded by If checked this call was automatically recorded by a Queue call center queue From Device On incoming calls the trunk or extension from which the call originated On outgoing calls the user s station number To Device On incoming calls the user s station number On outgoing calls the trunk used for the call If an incoming call was transferred this column shows the last station that took the call 12 14 ADMINISTERING TELEVANTAGE Column Description Parties Number of people who took part in the call including the caller the called party anyone to whom the call was transferred and any conference call participants Dial String Digits that TeleVantage actually dialed over the trunk which may be different than the digits TeleVantage displays in a contact s phone number For example a dial string may contain an international or long distance access code a dialing prefix ora dialing suffix From Type Type of incoming call Phone H 323 Gateway or Internet From Code Access code of the dialing service that will be used to return this call Only applicable to calls coming in from remote TeleVantage Servers over an Internet trunk From Rules If checked TeleVantage s routing rules will be applied when returning this call To Type Type of outgoing call Phone Centrex or Internet To Code Access code used to dial
294. ed Dial window opens Speed Dial C Extension Operator x 0 had Phone number Call using 9 Phone Number Routing Ei Number vi Direct dial m Cancel Help Do any of the following m To speed dial an extension click Extension and select an extension from the dropdown list To have Speed Dial buttons light up when the target user is in a call see Enabling digital phone Busy Lamp Field for the system on page 7 31 Tospeed dial an outside number click Phone number select the number used to get an outside line in the Call using field and then enter the phone number that you want to dial in the Number field m To speed dial a custom dial string click Direct Dial and enter the string to be dialed Direct Dial lets you enter dial sequences to navigate prompts for example Tele Vantage telephone commands beginning with Click OK when done 7 26 ADMINISTERING TELEVANTAGE Setting Secondary Directory Number parameters If you select the Secondary Directory Number SDN feature and click the button in the Parameter column the Secondary Directory Number dialog box opens For general information on SDNs see Using SDNs on page 7 30 Secondary Directory Number Select the station to monitor Adam Taole x 4182 58 Allan Jafar x 203 109 Auditor 1 x 420 20 Auditor 2 x 421 93 Azmi Forsey x 103 171 Bill Murphy x 230 168 Brian Tauscher x 214 9
295. ed for exclusive outbound use TeleVantage plays a message indicating that the caller dialed a wrong number and then hangs up Note The message played under these circumstances is the system prompt Wrong Number You can rerecord it to have the message give the caller the correct number to reach your company See Chapter 13 for more information about recording system prompts ADMINISTERING TELEVANTAGE Inbound and outbound calls and hunt groups It is recommended that you ask your telephone company for a terminated hunt group In this arrangement inbound calls try the lowest phone number first and then the next higher until a free line is found When you are adding trunks to your configuration in the Administrator assign the lowest phone numbers to the lowest Tele Vantage trunk numbers On outgoing calls by default TeleVantage starts searching for a free line with the highest TeleVantage trunk number This behavior results in the fewest conflicts for lines if you have a terminated hunt group because inbound calls are arriving on the lower numbered trunks and outbound calls are going out on the higher numbered trunks This behavior is defined by the dialing service used to place the call and can be changed to accommodate other configurations and needs See About dialing services on page 9 2 for more information Placing outbound calls on a specific trunk Users with the permission Select a specific trunk for outbound call can
296. eeaeeeeeeees 6 32 Changing the user s roles eeeeseeeeceeeeeeeeceeeeeeeeeeaeeeeeneeeaeeeeees 6 33 The Security Dialing Permissions tab eee eee eeeeeeeeeeneeeeeeeeeee 6 33 The Dial by name Directory tab eee eee cess cess eeeeeeeneeeeeeeetee 6 34 ADMINISTERING TELEVANTAGE The ViewPointitab eis ale NA os Be MALALANG KA LUNA NG Naan 6 34 Adding a user at the telephone eee eee eeeeeeeeeeeeeeteaeeeeneeeeeeeenes 6 35 Creating one or more users from templates 6 35 Importing users in DUNK ee eee eeeeeeneeeeeeeeeeeeeeeeeeeeaeeseaeeseaeeseeeeeeeeeees 6 37 Importing users from a CSV file oo eee cece ceeeteeeeteeeeeeneeeeeeaees 6 37 Importing users from Active Directory eee eeeeeeereeereeeees 6 39 Reviewing and editing users lunan naawnnawnawnananawaawnsnnananana 6 42 Applying user settings in bulk 27 77 unaaaawananwnnanwwaanananannnasanasasana 6 43 Which user settings can be applied in bulk 1 1 17111 17 0raanaunaaans 6 43 Saving settings as the default user template eee 6 44 Setting and applying user settings in bulk 7 7 aanaaanannn 6 44 Modifying a user s ViewPoint settings ee eeeeeeeeeeeeeeeneeeeneeeeneees 6 46 Managing role sini maba KAMA ANA NA NBA a na naaa aes 6 46 Assigning users to a FOIE mana anw ana wanwwnwanawanunananasananasunasnsanns 6 47 Editing a T016 UNANG NAA a MANNA An 6 47 Creating a new role 6 47 TeleVantage
297. eeeceeceeeeeeseeeeaeeeeeeeeees 13 4 Managing system prompts eeeeeceeeseeeeneeeeneeeeeeeeesneeeeneeseneeeeaeees 13 4 Playing system Prompt ceceeceeeeeseeseeeeeeeeeeeeeeeeeaeeeeeneeeaeeeeeeees 13 4 Exporting system prompt text cece ceeeceeceeceeeeeseeseeeeeeeeeeeeees 13 4 Exporting and importing system prompt audio files 13 5 Changing the encoding format of system prompts 13 6 Recording over system Prompts eeeeeeeeeeeeeeeeereeeeeeeeeeeeseeeeeeeeees 13 6 Recording system prompts professionally 0 ce eseeeeeeeeereeeees 13 7 Recording over system prompts yourself nananana nanawaan 13 9 Testing system prompts maana ceeeeee cee ceeeeeeeeeeeeeeeeeaeteeseeeeaeeaeees 13 11 Localizing the telephone Commands cceeceeseeeeeeeteeeeeeeeeeeaes 13 13 Changing the TeleVantage ringback tone cee eee 13 13 Changing the offhook alert audio 0 0 eee eeeeeeeeeeeeeeeeteeeneeee 13 13 Setting up system wide MUSIC ON NOI 0 2 ee eee eee eeeeeeeeeeeeeeeeeee 13 13 Adding music on hold sources LL ce eeeeeeeeeeceeeeereeeeeeeeeneeeaeeneees 13 14 Testing hold audio with 19 oo eecceeeeeeeeeeeeeeeeeeeeteeteeeeeeeaeeeees 13 17 ADMINISTERING TELEVANTAGE Chapter 14 Configuring SIP Internet Telephony 14 1 About SIP telephony and TeleVantage 1 1 07 0mmanananawnwasawwnasana 14 2 Configuring TeleVantage
298. eipcall You can also use it to connect to another SIP capable PBX such as another TeleVantage Server m H 323 to Phone Number service Gateway service used to dial a phone number through another Tele Vantage Server at a remote location The call connects to the remote Server using the Internet or a private TCP IP network and then the phone number is dialed from that Server m H 323 to Centrex PBX Extension service Gateway service used to dial Centrex or PBX extensions or other custom numbers through another TeleVantage Server at a remote location The call connects to the remote Server using the Internet or a private TCP IP network and the number is dialed from that Server This type of service accesses an internal dial tone on the remote Server so you can you can dial any valid number that can be dialed at that Server s dial tone such as an extension 411 or to log in toa remote account Routing service A special dialing service that routes calls through other dialing services You can use routing services to route calls differently based on different routing rules such as time of day number dialed or the user placing the call With routing rules you can offer your users one access code for all outbound calling including phone service and Internet calling while still taking advantage of advanced dialing service features For more information see Using routing services on page 9 22 Examples of using dialing services
299. ele Vantage for instructions 6 Click OK to add the span to your configuration Modifying H 323 span codecs A codec is a protocol used to translate voice audio which inherently is an analog signal into digital signals for transmission over an IP network When an IP call is established between two devices the devices automatically choose which codec to use This choice is based on whether the codec is available to both devices and how highly the codec is preferred by both The Codecs tab on an H 323 span dialog box lets you make codecs available to your device and arrange them in order of preference The codecs with a check in the Enabled column are the ones available for use with TeleVantage these are grouped at the top of the list The enabled codecs are listed in order of preference an order you can change For example you may prefer one codec over another for bandwidth reasons Internet Span 1 General Codecs Trunk RTP Resources G 711 Mulaw 20 1 20 aj G 723 1 6 3 kb s G 711 Mulaw 64 kb s G 711 Mulaw 64 kb s G 711 Alaw 64 kb s G 711 Alaw 64 kb s G 711 Alaw 64 kb s 6 7231 5 3 kb s 6 7231 5 3 kb s 6 7231 5 3 kb s 6 7231 6 3 kb s 6 7231 6 3 kb s 6 7231 5 3 kb s 6 7231 5 3 kb s a v Note You can enable only one codec of each type G711 G723 G729 and GSM Matching codecs with external devices When you have control over the codec preference in an external device used with TeleVantage you should set co
300. eleVantage Note that if you are using Delayed Answer this time can be later than the Start Time see Using Delayed Answer on page 5 8 Connected Time Time at which the call was connected to a user Connected Length of time that the call was connected to a user Duration Remote Disconnect _ If the call was disconnected by the remote party time Time of the disconnection 12 18 ADMINISTERING TELEVANTAGE Column Description Local Disconnect If the call was disconnected on the TeleVantage side Time time of the disconnection Remote Local Reason for the disconnection Possible reasons are Disconnect Reason Normal clearing party hung up No answer Busy Destination out of order Operator intercept Something wrong with the number usually expressed by three tones followed by I m sorry the number you have dialed Unassigned number Network congestion Call rejected Destination incompatible Access Code Access code dialed Internal Name Name of the user involved with the call Internal Number Extension or IP address on the internal side of the allocation External Name Name of the external party if available contact name or Caller ID name External Number Phone number of the external party Authorizer Name Name of the user who had permission to make the call Authorizer Extension of the user who had permission to make Extension the call
301. elected users pane 5 Click Apply to apply the settings to the users in the Selected users pane CHAPTER 6 MANAGING USERS AND ROLES 6 45 Modifying a user s ViewPoint settings There are times when you may need to troubleshoot aspects of a user s account that can only be accessed using ViewPoint For example with ViewPoint you can modify the following user settings that cannot be modified in the Administrator Routing lists m Call rules m voicemail greetings Personal status settings TeleVantage lets you modify a user s ViewPoint based settings directly from the Administrator without your having to know the user s password Private aspects such as the user s voice messages are not accessible You must have ViewPoint installed to use this feature To modify a user s ViewPoint based settings from the Administrator 1 Inthe Users view select the user whose ViewPoint settings you want to edit 2 Choose Users gt Edit All ViewPoint Settings A limited version of ViewPoint opens with the selected user logged in You can access all ViewPoint based features except for the following m The user s voicemail m The user s Call Monitor To change those features for example to share the user s calls or voicemail to another user you must start ViewPoint and log in as that user To modify many ViewPoint based settings choose Tools 5 Options For complete instructions on using ViewPoint see Using Tele Vantage M
302. elephone company and the call is disconnected without incurring billing time or activating any remote connection sequence Analog trunks in this case ring without answering until the caller hangs up Note Delayed Answer is enabled by default for ISDN trunks Enabling Delayed Answer You can enable Delayed Answer separately for each digital span and for your analog trunks as a group To enable Delayed Answer on a digital span use the Connect inbound calls field on the General tab of the dialog box for that span Choose one of the following options m Immediately when received Delayed Answer is disabled Calls are connected as soon as they are received by TeleVantage m When answered or handled Delayed Answer is enabled Calls are not connected until they have been answered or handled by Tele Vantage or a user See the next section for more details To enable Delayed Answer for analog trunks see Using Delayed Answer on analog trunks on page 5 16 5 8 ADMINISTERING TELEVANTAGE TeleVantage behavior with Delayed Answer When Delayed Answer is enabled Tele Vantage waits to answer an incoming external call until any of the following happens m The call is routed to a station and the station answers the call If call announcement is on the recipient must press 1 to accept the call m The call is routed to an external number for example with call forwarding or a routing list steps and the external destination an
303. em prompts Exporting system prompt text page 13 4 Exporting and importing system prompt audio files page 13 5 m Changing the encoding format of system prompts page 13 6 Playing system prompts You can play system prompts to confirm that they contain the correct information System prompts play over the telephone or through your computer speakers If you choose to play a prompt over the telephone your phone rings and the prompt plays when you answer See Using the audio controls on page 2 10 for more information To play a system prompt 1 Select the name of the prompt that you want to play 2 Choose System Prompts gt Play Exporting system prompt text Use the following procedure to export system prompt text into a CSV file for processing by a professional recording studio or for maintenance purposes 13 4 ADMINISTERING TELEVANTAGE To export system prompt text 1 Choose File gt Import and Export The Import and Export Wizard opens Select an import or export action Export System Prompt Text Description Export system prompt information to a file of comma separated values a cea 2 Select Export System Prompt Text and click Next Save exported file as CNPROGRA 1 TELEVA 1 MRS Browse Options Start date 0672672001 End date ov 6 2001 Note that the export operation may take several minutes Help lt Back Cancel 3 U
304. emCallHistory method to get call log data on any call in the system This applies to API developers only Add parties when replying to Send voicemail replies to additional users as well as the voicemail sender Applies only to using ViewPoint Allow coaching joining Monitor coach or join other users calls The target user monitoring user calls must be set up to permit call supervising see Configuring whether the user s calls can be supervised on page 6 31 Place external calls when logged Dial in to TeleVantage from a remote location and place on via a trunk external calls through the Server that get billed to the Server See also Forward or route calls to external numbers Place external calls from a station Place outbound calls on TeleVantage trunks Change Personal Status Change the user s own personal status You might disallow this for agents in a call center queue to ensure that they take calls during their shifts See the TeleVantage Call Center Administrator s Guide Change the personal status of Change their own or another user s personal status using any user the Apply Personal Status command in ViewPoint The user must still enter the other user s password to change his or her personal status ViewPoint call control Use the ViewPoint Call Monitor to handle calls Delete Call Log entries Use the Edit gt Delete command in ViewPoint s or the Administrator s Call Log
305. emove to place the roles to which the user should belong in the Selected roles list To create a new role click New Role See Creating a new role on page 6 47 for instructions 3 Click OK Note If the user belongs to no roles by default the user s permissions are all set to deny access The Security Dialing Permissions tab The Security Dialing Permissions tab lets you control which numbers the user is permitted to dial Note Itis recommended that you set dialing permissions at the Role or dialing service level and set permission at the user level only for special exceptions In cases of conflict the more individual setting applies See Dialing permissions hierarchy on page 6 56 for more information To set dialing permissions 1 Use the Default permission list to specify how to set the user s dialing permissions Choose one of the following options m Use Role permissions Applies the dialing permissions set up for the role to which the user belongs This is the easiest way to set up dialing permissions for users See Managing roles on page 6 46 for more information m Use Role permissions except the following Applies the dialing permissions set up for the role except for the numbers allowed or disallowed in the Exception permissions list The listed settings override the role s settings Allow all numbers except the following ignore Role permissions Allows the user to dial all numbers except
306. en a call arrives during the period covered by the schedule entry m Transfers to Immediately transfers callers to the extension that you select from the dropdown list during the scheduled time period m Plays greeting Immediately plays the greeting that you record during the scheduled time period For more information see Using the audio controls on page 2 10 Using the Set these custom data and skill requirements section you can have the auto attendant automatically attach custom data variables and or call center queue skill requirements to all calls handled by the schedule rule For more information about custom data see Defining custom data variables on page 11 13 For more information about call center queue skill requirements see the Tele Vantage Call Center Administrator s Guide 10 16 ADMINISTERING TELEVANTAGE 9 Click OK The Schedule Action dialog box closes 10 On the Scheduled Actions tab in the Auto Attendant dialog box use the arrows to move a scheduled transfer or greeting to a different position on the list If you have two greetings or two transfers scheduled for overlapping times the one that is at the top of the list will be used If a greeting and a transfer are scheduled for the same time the greeting is not played 11 Click OK in the Auto Attendant dialog box to save your changes Setting up an auto attendant s hold music An auto attendant can play music that is different than the sys
307. ening voicemail etc When the non SIP end point leaves the call returning it to a pure SIP to SIP call TeleVantage dynamically begins using off bus routing via the RTP Relay again 14 48 ADMINISTERING TELEVANTAGE Configuring off bus routing The following SIP span tuning parameters let you configure the behavior of off bus routing m OffbusRoutingMode Master switch that enables or disables the off bus routing feature It is enabled by default The options are as follows m Disabled The audio stream between two SIP end points traverses the TDM bus using two IPM resources m Use RTP Relay dynamic The RTP Relay is used in calls between two SIP end points but not between a SIP end point and a TDM line device m Use RTP Relay fixed The RTP Relay is always used This mode is preferable in configurations that have mostly SIP devices m RtpRelaylpAddress The IP address that RTP Relays will use If not specified the first IP interface in the system will be used This setting lets you specify a NIC for RTP Relays on a PC with multiple NICs Enter the IP address in normal dotted format m RtpRelayPortRangeStart The start of the range of IP ports used by RTP Relays The total number of ports in the range can be calculated by multiplying number of SIP trunks by 4 Default is 6004 m DisableRtpReinviteToUA Use this as a workaround for some SIP phones that ignore modified RTP connection parameters on re INVITE messages sent to th
308. ent to Defaut Auto Attendant x 8000 x I Faxes are sent to fi jmin x 7 J Retrieve DID digits from this analog line V Allow Outbound calls gt I Centrex PBX transfers supported Pre transfer sequence Post transfer sequence cai 2 Enter the number and name of the trunk as follows Number Identifies the hardware resource on the TeleVantage Server used for this trunk If you are using a Dialogic BCP Connection Panel the number must correspond to the port on the panel to which the trunk is connected If you have a mix of analog and digital trunks and have not yet installed the trunks be sure that you assign trunk numbers that reflect how trunks will be installed in your system Analog trunks always use the lower numbered trunks so either add the analog trunks first or bump up the starting trunk number for the digital span to reflect the actual trunk number See Digital and Internet spans on page 5 11 for information about adding a digital span m Name Descriptive name for the trunk See Naming trunks on page 5 3 3 Choose whether the trunk is used for inbound calls outbound calls or both using the following fields Accept inbound calls Check this box if the trunk is used for inbound calls Number of rings before answering Enter the number of rings that TeleVantage detects on the incoming call before accepting it Billing for a call begins at the moment TeleVantage acce
309. ependent of each other in terms of caller experience and internal billing See the next section m Using account codes With user entered account codes you can distinguish any group of calls for reporting and accounting purposes For example if your office contains employees or contractors whom you bill separately for their phone use you can use account codes to mark calls by the user they belong to Other uses of account codes include marketing campaigns case and issue tracking and more See page 11 6 m Defining custom data variables Custom data variables enable you to attach any information to incoming calls for example the name of the product that the caller is calling about Users can view custom data variables in their Call Monitors and you can set up automatic call handling based on custom data values You can also report on calls involving custom data variables See page 11 13 Using Organizations With Organizations two or more separate businesses or other groups can share a TeleVantage Server yet remain independent Callers dialing a user in one Organization would never know that other businesses exist there and internal billing can be kept strictly separate Once you define one or more Organizations and assign each user to the appropriate Organization you can do the following m Log calls by Organization for purposes of tracking or billing m Restrict callers at the auto attendant to dialing only the extensions of users i
310. er s voicemail greeting See Setting general Server settings on page 3 4 13 2 ADMINISTERING TELEVANTAGE The System Prompts view The System Prompts view in the Administrator allows you to listen to and change the recordings used for standard system prompts and auto attendants For example when you are setting up your TeleVantage system you typically go to this view to change the default Greeting prompt so that it contains your company name Click the System Prompts button in the view bar to open the System Prompts view System Prompts Yertical Teleyantage Administrator File Edit View Tools System Prompts Help 8 G2 aI 111705512185 vox 5 25 2008 5051 5 PM 1117056165767 vox 5 25 2005 5 21 52 PM 1117056181339 vox Minimize 5 25 2005 5 22 57 PM aa4q vox For the letter Q press the seven key 3 8 2004 6 00 00 4M aa4sbn vox For a name directory press 9 3 8 2004 6 00 00 4M aa4z vox For the letter Z press the nine key 3 8 2004 6 00 00 AM aachgpsw vox To manage your password 3 8 2004 6 00 00 AM aaclosed vox Our offices are closed at this time If you know the exten 3 8 2004 6 00 00 AM aacurrvt vox Your current voice title is 3 8 2004 6 00 00 ma b 4 b sj ni W w x Not connected press Play to connect Calls from 7 26 2005 10 55 58 AM to 8 23 2005 1 11 04 PM 527 Items Admin 100 207 79 15 oA z Dial Plan S System Prompts Call Log F Trunk Log
311. er An extension that can have an associated internal or external phone a voice mailbox and settings for call handling and security ACD workgroup user A special type of user that routes calls to one or more Automatic Call Distribution ACD workgroups For information about setting up ACD workgroups see Tele Vantage Call Center Administrator s Guide H 323 Gateway user A special type of user that represents a user on a remote TeleVantage Server that is linked to your Server by an H 323 Gateway connection over the Internet or other IP network With H 323 Gateway users the users on both TeleVantage Servers appear to be local effectively creating a single large Tele Vantage site For more information see Connecting two Servers using H 323 Gateways on page 15 39 The instructions in this chapter refer to the standard User type About adding users You can add new users either singly or in bulk or by importing from a pre existing list Use any of the following methods to add users One at a time in the User dialog box To create a single new user via the User dialog box choose File gt New gt User in the Administrator The bulk of this chapter describes adding a user in the User dialog box beginning with About the User dialog box on page 6 10 One at a time using a phone By dialing O at a Tele Vantage station you can create a single new sketch user with that station ID assigned and a few details configured B
312. er which has H 323 capabilities similar to those of NetMeeting Phone Dialer allows you to make voice calls from your computer To make a voice call all you need is the recipient s IP address or DNS Domain Name System name The active call window has buttons that let you access a keypad to manually dial numbers To receive calls you must have Phone Dialer running When you make or receive a call a dialog box opens Enhancing a Web page with a Call Us button By using a CallTo URL on your Web page any Internet user with NetMeeting installed can click on a Call Us link on your Web page to place a call to any TeleVantage DID number If you assign a DID number to a TeleVantage ACD workgroup user or queue you can send Internet users directly into your ACD workgroup or queue for processing by an agent Note The CallTo tag is supported in Internet Explorer but is not supported in Netscape version 4 7 For example you can insert the following CallTo tag on your Web page lt A HREF callto 600 gateway 123 45 67 89 type phone gt Call Us lt A gt When a user with NetMeeting installed clicks the Call Us link NetMeeting starts and calls the TeleVantage user who has a DID of 600 using the Tele Vantage Internet span with an IP address of 123 45 67 89 Note On your Web page it is a good idea to include a link to the NetMeeting download page for those users who do not have NetMeeting installed www microsoft com do
313. er 7 Set up outbound call handling See Chapter 9 oa FY N Set up call routing for inbound calls See Chapter 10 Running reports without telephony boards or licenses You can set up TeleVantage as a reporter server that enables you to run reports even if you do not have telephony boards and licenses installed Note that licenses are still required to configure a system including adding users configuring trunks and placing or receiving calls In this mode you can use the Tele Vantage Call Center Reporter to run reports This can be a useful way to report on database backups you have made to save space To run reports you must have a Server and Reporter licenses even if those licenses are not activated CHAPTER 1 INTRODUCTION TO TELEVANTAGE 1 5 To configure TeleVantage as a reporter server without boards or licenses 1 Start the Administrator as described in Logging on to the Administrator on page 2 2 2 With the Administrator running choose Tools gt System Settings On the Server tab check Server should not detect devices during startup and click OK Important This field is intended for use during the setup of a TeleVantage system Checking it on a working TeleVantage system can cause serious problems such as calls failing and station and trunk devices not being detected or displayed in the Device Monitor 3 Start the Tele Vantage Server To turn off this configuration mode 1 Enter all required ha
314. ers ertical Tele antage Administrator File Edit View Tools Users Help 8 A os xel 8 User Ctrl U 8 Users Erom Template Ctrl 6 workgroup Ctrl w 3 Trunk gt 53 Auto Attendant Ctrl T 103 8 Queue Ctrl Q stable 115 4 3 Dialing Service gt 777 39 IVR Plug In Ctrl z 143 4 H 323 Gateway Cray pnger 144 EJ SIP Server ctrl s 133 5 Role Ctrl a See the next section for information about creating new items that are based on existing items 2 8 ADMINISTERING TELEVANTAGE Customizing columns Click a column header to sort by that column Click again to sort in the reverse order The arrow in the column header shows by which column and in what direction the display is currently sorted You can resize column widths by dragging the sides of the column headers For each view in the Administrator you can choose the columns that you want to see and the columns that you want to hide Some views do not show all the available columns by default To show or hide columns in a view 1 Choose Tools gt Columns or right click a column header The Columns dialog box opens From the View dropdown list choose the view you want to change Check a column to show it Uncheck a column to hide it For an explanation of the various columns click Help 4 Click OK Working with voice files A voice file is an audio recording that is stored as a file TeleVantage stores system prompts greetings voice m
315. ers with the Allow joining user calls permission can add themselves to users personal not queue calls as full participants 4 Click OK For instructions on using the Monitor Coach and Join features see Chapter 12 of Using Tele Vantage For information on configuring a user for the permissions needed to Coach Monitor or Join another user s personal calls see Assigning a user s permissions on page 6 32 For information on supervising queue calls see the Tele Vantage Call Center Administrator s Guide CHAPTER 4 RECORDING ALL TELEVANTAGE CALLS CHAPTER CONTENTS About recording calls Preparing to record all calls Recording all calls Including a beep on call recordings Archiving call recordings About recording calls You can have TeleVantage automatically record all calls handled by the system while exempting the individuals roles or queues of your choice For example you could record all calls except for those belonging to users in the Administrators role You can also exempt internal station to station calls Note Users can also record their own calls manually see Using TeleVantage and you can configure call center queues to automatically record calls see the Tele Vantage Call Center Administrator s Guide System call recordings are stored in a voice mailbox of your choice You can manage them exactly as you would manage voice messages For instructions on playing and managing voice messages us
316. ery Vertical Aastra SIP phone Changes to this file will be applied to every Vertical Aastra SIP phone the next time it is rebooted m lt mac gt cfg This file contains phone specific settings that correspond to the MAC address of the phone displayed on the bottom of the Vertical Aastra SIP phone and the phone s box Changes to this file affect only that individual phone Specifying the TFTP server address Perform these steps for each Vertical Aastra SIP phone on your network Be sure to edit the configuration files as described in the previous section before following these steps To set the Vertical Aastra SIP phone to recognize the TFTP server 1 Press Options on the Vertical Aastra SIP phone to access the options menu 2 Select option 8 Network You may need to enter the administrator s password By default it is 22222 Select option 6 TFTP server Enter the TFTP server s IP address the IP address of the PC where you installed the TFTP server which commonly is your TeleVantage Server s IP address 5 Press Done CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 23 Resetting the phone to pick up configuration changes After finishing the configuration steps described in the previous sections or after editing any SIP phone external station settings or the SIP span s IP address you should reset the Vertical Aastra SIP phone You can do so using any of the following methods m If you are at the phone unplug
317. es 15 34 Using NetMeeting or any H 323 terminal as an IP phone 15 34 Placing calls to H 323 terminals such as NetMeeting 15 35 Placing calls to NetMeeting from TeleVantage ViewPoint 15 35 Placing calls to NetMeeting from a TeleVantage phone 15 36 Calling TeleVantage from H 323 terminals such as NetMeeting 15 36 Using Windows Phone Dialer as an H 323 terminal 15 38 Enhancing a Web page with a Call Us button ee 15 38 Connecting two Servers using H 323 Gateways maasan 15 39 Overview of creating an H 323 Gateway connection 15 40 Ilustration of an H 323 Gateway nana nanwwn nanana swnwwaawaanwauwns 15 40 Creating an H 323 Gateway mla annnanawnnawananananawananaanaananaasana 15 41 Creating H 323 Gateway dialing services anasnann 15 44 Creating H 323 Gateway users to unify two TeleVantage SOVE Sa nasaan aka GN kalan anak naaa aan adb 15 45 Receiving Caller ID from third party H 323 gateways 15 48 Appendix A Command Line Options eeeeeeeeeeeeeeeeeeneeeeees A 1 Appendix B H 323 Gateway Configuration Worksheet B 1 NAG E ni veristhancecuouiapshdos satocnsaaanawl gubinalusanaseutanntbedslaaectenianus l 1 CONTENTS Getting Started CHAPTER 1 INTRODUCTION TO TELEVANTAGE CHAPTER CONTENTS Welcome to TeleVantage ce ee
318. es not apply to digital phones You can use the Flash behavior while in a call field to select what happens when this user presses Flash or quickly presses the hook while on a call The options are as follows m System default The user s behavior is whatever you have chosen as the system wide behavior See Setting general Tele Vantage options on page 3 3 Menu assisted transfer Pressing Flash takes the user to the Tele Vantage call handling menu of which one of the options is transferring the call for details see Appendix A of Using TeleVantage m Direct transfer Pressing Flash lets the user immediately enter an extension to transfer the call Choose this option to create faster simplified telephone transferring for a user who answers and transfers many calls Note that with direct transfer the user cannot access Conference or the other commands on the call handling menu unless he or she has ViewPoint The Phone tab for station ID 0 If the user has station ID 0 the Phone tab presents a special display Do not use this tab to assign an IP phone to a user This method of assigning IP phones has been replaced by external stations see Using external stations on page 7 8 This tab exists as a legacy for IP phones assigned using previous versions of TeleVantage If your system has those you should redefine them as external stations in order to get the full range of TeleVantage features now available See Automatically u
319. escription of the span Include the address of the span in the description for easy reference m Number of trunks The number of trunks contained in the span For an embedded stack enter a number that does not exceed the number of channels available on your Internet telephony boards To find the number of channels available on a board see Installing Intel Telephony Components For a host based stack enter a number equal to the number of RTP resources you want configured on this H 323 Span See Using a host based or an embedded stack on page 15 2 If you enter a number that exceeds the total RTP resources available those trunks will show in the Device Monitor with a status of No loop current Note If you are planning to have both H 323 and SIP trunks on the same system enter fewer trunks here than available RTP resources to save resources for SIP trunks TeleVantage allocates RTP resources to H 323 trunks first then the remainder to SIP trunks Note If you later reduce the number of trunks the last numbered trunks will be deleted If you later increase the number of trunks new trunks will be added at the end with the properties defined in the Trunks tab m Starting trunk number The starting trunk number of the span The dialog box shows you the range of numbers of the trunks belonging to this span If your system also has analog trunks the analog trunks must have the lower trunk numbers so if you have not added them yet
320. ess press 110 to check the current IP address If using a static IP address press 111 to set the IP address of your choice Enter digits using numbers on the phone s keypad Use the star key for decimal points Configuring a Sipura FXS port as a TeleVantage external station Before installing a Sipura device make sure you have followed the previous steps in this chapter to configure the system for SIP including setting up users with external stations See Configuring TeleVantage for SIP on page 14 2 Note When configuring the external station for Sipura be sure to check Interpret as Flash using Intel voice resources and tell the user to press instead of Flash The phone s normal Flash button or hook depress will not work correctly through a Sipura FXS port You can configure a Sipura adapter s FXS port for a TeleVantage SIP phone external station letting you place and receive PSTN calls using an analog phone or fax machine connected to the Sipura FXS port To do so configure the Sipura device and create a corresponding Tele Vantage user with a SIP external station as follows 1 Insert a standard RJ 11 telephone cable into the PHONE port Connect the other end of the cable to an analog telephone Open a web browser and enter the IP address of the Sipura adapter in the browser s address field See the previous section Obtaining the Sipura device s IP address At the main Sipura web page sele
321. essages and recorded conversations in voice files that you can play over your computer speakers or on the telephone You can record voice files using the telephone TeleVantage supports the following file formats for voice files m WAV standard Microsoft Windows audio format m VOX MuLaw used in North America and Japan m VOX ALaw used in most locations outside North America and Japan The TeleVantage Server natively uses 8 bit PCM VOX format For disk space requirements see Installing TeleVantage Note When archiving voice messages or call recordings you can specify MP3 as the file format See Archiving call recordings and voice mail on page 12 39 CHAPTER 2 THE TELEVANTAGE ADMINISTRATOR 2 9 Changing the voice file format You can change the format of your TeleVantage VOX voice files from ALaw to MuLaw or from MuLaw to ALaw by using the TVConvert utility as follows 1 Run the file TVConvert exe in the Tele Vantage Server directory on the TeleVantage Server computer The default path is C Program Files TeleVantage Server TVConvert exe 2 Click OK to convert all your Tele Vantage voice files to the other format If the voice files are ALaw they become MuLaw If they are MuLaw they become ALaw In most cases you will not need to use this procedure because your voice file format will have been correctly set when your TeleVantage system was installed Using the audio controls TeleVantage s audio control
322. et up automatic archiving according to the following steps archiving will not occur if Archiving server is blank and a message will be displayed to that effect each time you start the TeleVantage Administrator 2 The Archive the following mailboxes list shows the users whose voice mailboxes will be automatically archived To add users to the list or change the users listed click Change The Select Mailboxes To Archive dialog box opens Select Mailboxes To Archive Jil All mailboxes Selected mailboxes 140User 33 a 140User 94 Recordings User Queue 140User 95 ig Recordings User System 140User 96 pa Sue Sawlowski 140User 97 140User 98 140User 99 Admin Archive Admin SBR Two test user Cancel Help 3 Users in the Selected mailboxes list will have their mailbox recordings automatically archived Use the Add and Remove buttons to modify the list Click OK to return to the Recordings Archive tab 4 To modify the mailbox archive settings for an individual user click the following columns for the user in the Archive the following mailboxes list m Folders Select which of a user s folders to archive from the drop down list m Inbox only Only mailbox recordings in the user s Inbox are archived m All folders except Deleted All the user s mailbox recordings are archived including those in custom folders Mailbox recordings in the user s Deleted folder are not archived m Days to keep Enter the number of days that
323. ettings may be left in their default configuration For information on using other eyeBeam features see the eyeBeam documentation Before installing an eyeBeam SIP softphone make sure you have followed the previous steps to configure the system for SIP See Configuring TeleVantage for SIP on page 14 2 This section covers only those configuration settings necessary for the eyeBeam SIP softphone to work with TeleVantage Other settings may be left in their default configuration Installing and configuring the eyeBeam softphone To install and configure an eyeBeam SIP softphone do the following 1 Install the softphone on the PC that will be using it 2 Start the softphone When prompted enter the license key that you were supplied and click OK Settings License Key Choose Setting Category Manual License Key Entry SIP Accounts i License Key Media System User Interface Diagnostics License Key F Automatic License Key Entry Bee Drag your icense key link here 3 Inthe Audio Tuning Wizard configure the phone with the desired audio settings See the eyeBeam documentation for how to set audio settings CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 29 4 Next the Settings dialog box opens Choose the SIP Accounts Add a New SIP Account Server tab Choose Setting Category Iv Enable this SIP account SIP Accounts User Details Add a New SIP Account Display Name User 102 Server
324. ettings still apply m You cannot modify Dialogic PRM file settings and have them take effect without restarting the Dialogic drivers m You cannot modify Dialogic DCM settings while the drivers are running m You cannot disable a Dialogic board via the DCM without first stopping the TeleVantage Server and the Dialogic drivers Managing your dial plan with the Dial Plan view You can view and manage your dial plan as a whole using the Dial Plan view Dial Plan Yertical Teleyantage Administrator File Edit View Tools DialPlan Help 8 S x Z Internal Dial Tone NG Operator System Maintenance Log Admin User System 5505 Vin Williams User System Ei Cecilia 5t John User System i Nathaniel Chestnut User System Dial Plan Sales Queue System Courtney Barnstable User System 5002 Lou Antander User System System Prompts Voice mail access Special extension System gt Dial by name Special extension System a Miri Anatolia User System Call Log Internet number Dialing Service System SIP Dialing Service System Jenny Benton User System Default duta dttendant Suite Attendant Sustem of 4 b 17 Items Admin x100 207 79 15 OPPs 2 The Dial Plan view shows each number in your system that can be dialed from an internal dial tone identified by name and type It lists only numbers beginning with the digits 0 9 and so does not include Tele Vantage telephone commands such as those beginning wi
325. eues from system call recording and use the queue s own recording features to record queue calls see the TeleVantage Call Center Administrator s Guide Otherwise a needless duplication of recordings can result ADMINISTERING TELEVANTAGE Privacy Some states require that you announce to callers that their calls may be recorded TeleVantage includes a system prompt MayBeMonitored vox that says Your call may be monitored or recorded which you can play as needed for example by using an auto attendant or call center queue greeting In addition TeleVantage allows you to play a regular reminder beep while recording calls which alerts users and callers that their calls are being recorded see Including a beep on call recordings on page 4 7 It is the license holder s responsibility to comply with any Federal or other applicable statutes regarding the recording of phone calls Vertical Communications Inc disclaims any responsibility for failing to comply with such regulations Preparing to record all calls Recording all TeleVantage calls can use significant amounts of disk space and can consume many Intel Dialogic voice resources Including regular reminder beeps on recorded calls also requires additional conference resources Before beginning to record calls you should plan for how to store the resulting voice files and manage the demand for voice and conference resources See Call recordings and voice resources
326. ew voice messages ISDN outbound Caller ID Phone settings specific to the user s station rather than the user that are shared between all users who share the station For example message waiting light status digital phone CHAPTER 6 MANAGING USERS AND ROLES 6 43 feature button settings hands free answering To apply these to users in bulk use phone templates See Applying phone settings in bulk on page 7 4 To change these settings you need to edit the user directly Saving settings as the default user template When you save a collection of settings as a user template you can click Make Default to make it the default template The default template is applied whenever you create a user using the 0 telephone command see Adding a user at the telephone on page 6 35 and whenever you create or import users in bulk and leave the User Template cell blank see Creating one or more users from templates on page 6 35 TeleVantage comes with a system user template called the Standard template which is the initial default template You cannot edit or delete the Standard template Setting and applying user settings in bulk To make user settings and apply them to one or more users in bulk do the following 1 Choose Tools gt User Templates The first screen of the User Templates Wizard opens User Templates Template Standard System Default X x Make Default Explore Templates
327. ex PBX transfer is never used in the following situations supervised transfers transferring a conference call routing from a workgroup or transfers involving call center agents This option is also available when specifying external phone numbers in a user s routing list See Using Tele Vantage Setting an analog station s special features Certain analog telephones used as internal stations support special features known as CLASS and ADSI features Not all analog phones support all features For a list of phones that have these features see Installing Tele Vantage If a user has a phone that supports one or more of these features you activate them on the Phone Station Features tab Nathaniel Chestnut User xi Category Phone Station Features f User Analog phone type Standard zi E Voice Mail E Phone T Caller ID T Message waiting indicator Call Announcing T Caller ID on call waiting fv Stutter dial tone Station Features E wacen ensen Voicefirst answering Caller ID Display Note For external stations only the Stutter dial tone field is available on this tab Check any of the following features that are supported on the user s phone m Analog phone type For most analog phone types select Standard If the user is using an Aastra Powertouch or Cybiolink phone select that phone type instead Note You must be using an Aastra Powertouch or Cybiolink phone and have selected it here to use voice first answering
328. example an IVR Plug in that records voice messages With this field checked the end of a call causes an interruption of line current that third party applications should respond to immediately You can change the duration of the current interruption from the default of 1 second by entering a new duration in milliseconds If unchecked line current is maintained when the station enters the Idle state CHAPTER 7 MANAGING STATIONS 7 15 Having digital or SIP stations go offhook when alerted If the user has a digital station or a SIP phone that supports this feature you can check Automatically go off hook when alerting station to have the station automatically go off hook when you used from ViewPoint for example when the user clicks to play audio or place a call If unchecked the station rings Sending DTMF digits to stations This section does not apply to digital phones Use the Send digits to station field if you are integrating a third party device with Tele Vantage such as a fax server or voicemail system Note that if the device has trouble detecting these digits you should change the TeleVantage advanced setting Artisoft Server SendDigitsToStationDelay to 500 to give the device more time to answer the call before receiving digits See Appendix J in Installing TeleVantage for details Also see Installing Tele Vantage for more information about using TeleVantage with third party devices Configuring Flash behavior This section do
329. f a Centrex PBX Extension dialing service on the remote Server This option lets users dial Centrex PBX extensions that are external to the remote Server for example to connect to a legacy PBX on the remote Server or dial a Centrex extension The Trunks tab Location Settings Dialing Exceptions Permissions Use trunks in this order Bottom to Top x C Use all phone number trunks Use only selected trunks Available trunks Selected trunks Number Name Grabe 1 Trunk 1 lt lt Remove SUE v 3 Trunk 3 4 Trunk 4 9 Robbed Bit T1 Sf 10 Robbed Bit T1 Sf 11 Robbed Bit T1 Sf 12 Robbed Bit T1 13 Robbed Bit T1 14 Robbed Bit T1 15 Robbed Bit T1 16 Robbed Bit T1 17 Robbed Bit T1 18 Robbed Bit T1 19 Robbed Bit T1 20 Robbed Bit T1 21 Rohhed und gt OK Cancel Help The Trunks tab is used by all dialing service types except routing services see page 9 22 This tab specifies the trunks to which calls will be routed and the order in which those trunks will be allocated In this procedure the Trunks tab from the Phone Number Service dialog box is used CHAPTER 9 MANAGING OUTBOUND CALLS 9 13 for illustration All dialing service types except routing services have the same tab but the options on the tab refer to the trunks appropriate to the dialing service you are creating and the Available trunks list will show the appropriate trunks To complete the Trunks tab 1 I
330. f marking calls for tracking or billing purposes For more information see Using account codes on page 11 6 12 16 ADMINISTERING TELEVANTAGE Exporting the Call Log You can export the Call Log to a comma separated value CSV file that can be read by most spreadsheet and database applications Exported Call Log entries are not deleted from the TeleVantage database and the size of the TeleVantage database does not change after an export 1 Choose File gt Import and Export The Import and Export Wizard opens 2 Under Select an import or export action select Export Call Log and click Next 3 In Save exported file as enter the path and file name for the exported file or click Browse to specify a destination Under Options enter the Start date and End date Click Finish to export the file Depending on the size of your Call Log an export may take several minutes to complete Archiving the Call Log See Archiving the Call and Trunk Logs on page 12 51 Result codes when exporting the Call Log When the Call Log is exported the Result field appears as a code Use the following table to interpret the result codes Code Result 0 3 Abandoned 1 2 Connected 4 Left message 5 Blind transfer 6 Supervised transfer 8 Login to telephone commands 12 Login failed max number of times CHAPTER 12 MONITORING AND MAINTENANCE 12 17 Using the Trunk Log view The Trunk Log view keep
331. f the file already exists overwrite it From the TeleVantage Administrator choose Tools gt Restore Database Click Yes to confirm that you want to restore the database If a file TVServer reg containing backed up Tele Vantage Server registry settings is present when you restore the database click Yes when you are prompted to restore the registry settings as well 7 Delete all the files in the V iles directory The default location for this directory is c Program Files TeleVantage Server Vfiles 8 Copy the latest version of the files from your backup device to the Vfiles directory Be sure to include the Vfiles Temprecs directory and its files 9 If necessary copy the file accountcode txt to C Program Files TeleVantage Server account code accountcode txt Overwrite the old version Moving a TeleVantage Server to another PC You can restore the Tele Vantage database from an online backup to another PC The backup and restore function copies all Server registry settings and automatically resolves different source and target path names to simplify the process of moving a Tele Vantage Server Important If you move the TeleVantage database between differently localized versions of Windows you must contact Vertical or your TeleVantage provider for the DatabaseTools utility and use the Sync Collations function to set the database to match the new Windows version CHAPTER 12 MONITORING AND MAINTENANCE 12 55 To restore
332. f your system is using SIP based Internet telephony For more information see Creating a SIP account on page 14 20 The Voice Mail tab Choose File gt New gt User then click Voice Mail in the tree pane oan See Mailbox with 20 minute max size 9 2 MB Call Log No mailbox ISDN Outbound Caller ID Numbers TU Synchronize with Exchange server mailbox SIP Accounts FF NN Voice Mail E mail Notification Send personal call recordings to this user x Pager Notification Call Notification T Allow voice mail log on during greeting by pressing 9 E Phone E Audio FH Security E Queue Dial by name Directory ViewPoint Previous Nest Configuring the user s voice mailbox In Mailbox with __ minute max size enter the maximum size of the mailbox in minutes Mailboxes can be as large as 999 999 minutes 447 GB Choose the default setting of 20 minutes 9 2 MB of storage for typical users You may need to increase the default for users who record calls because call recordings including those that were e mailed to the user are stored in the user s mailbox Important Voice messages take up disk space on the TeleVantage Server computer Once available disk space becomes scarce system performance will suffer To avoid this problem archive your users voice messages and call recordings regularly See Archiving call recordings and voice mail on page 12 39 To create an extension without a v
333. feature the default behavior connects to the voice mail account of the user currently logged in to the phone You can click the Parameter column to select a different user CHAPTER 7 MANAGING STATIONS 7 27 Mapping programmable buttons to TeleVantage commands Several TeleVantage commands are available to be mapped to a digital feature phone s programmable buttons The user can press the button to activate the command For instructions on mapping a button to a Tele Vantage feature see Configuring a user s digital feature phone on page 7 24 The following TeleVantage features are available Feature Description Access Voice Mail Connects the user to his or her TeleVantage voicemail account or that of another user Account Code Lets the user enter an account code for the call using their telephone keypad Call Forwarding Forwards the user s calls to a fixed destination configured for that button Pressing the button also configures the call forwarding number Call Menu Connects the user to the telephone commands call handling menu enabling transfer conferencing and more Cnf Trn Conferences or transfers the call Do Not Disturb Selects the Do Not Disturb personal status sending all calls directly to voicemail Pressing it again makes you Available Flash Performs a trunk Flash command required for Centrex transfers Hold Puts the caller on TeleVantage hold Park
334. ffhook alert audio You can change the alert prompt and tone played when a stations is left offhook for too long See Changing the offhook alert audio on page 13 13 Creating null stations By using the external station feature you can define null stations which are TeleVantage stations that do not have a physical phone Null stations can be used in the following ways m Asa placeholder when creating a user s external station if you do not know the remote number that the user plans on using for the external station The user can then finish setting up the external station by configuring the phone in ViewPoint see Chapter 6 of Using TeleVantage m Asa virtual station required by a custom Client API application to perform call control Custom applications based on the Client API require a station to perform call control which normally would require a physical station port and phone By defining a null station you can satisfy the needs of the Client API application without using a physical phone To define a null station 1 Make sure there are available unassigned external stations as described in Defining the number of external stations on page 7 8 Create a user see Chapter 6 On the User tab of the User dialog box assign the user the station ID of an unassigned external station You can see which stations are available by looking at the Device Monitor see Using the Device Monitor view on page 12 3 4 On the
335. fied The user is not prompted to enter account codes If the user does enter an account code it is checked against the list of valid account codes If the account code is invalid the user is prompted to enter it again m Forced non verified The user is required and prompted to enter an account code when placing an external call The account code is not checked against the list of valid account codes This option is not available for inbound or internal calls m Forced verified The user is required and prompted to enter an account code when placing an external call and the account code is checked against the list of valid account codes If the account code is invalid the user is prompted to enter it again in order to make an external call This option is not available for inbound or internal calls CHAPTER 11 TRACKING AND DISTINGUISHING CALLS 11 7 Setting general account code options Before setting up account code modes for individual users you should configure the system wide account code options as follows 1 2 Choose Tools gt System Settings The System Settings dialog box opens Choose the Call Data Account Codes tab Cal Daa Account Codes Server Aj Default inbound mode Optional non verified 7 Call Data Default outbound mode Optional non verified x Organizations I Collect account code before dialing number Business Hours Licenses J Verify
336. figurations of Internet telephony boards using embedded and host based stacks PC Host TeleVantage H 323 Span Call Control N 192 168 0 2 H 24 Trunks 24 RTP Resources 7 IPLink board embedded stack IPLink board embedded stack Televantage i H 323 Span i Call Contral N 192 168 0 3 i 24 Trunks i 24 RTP Resources In the diagram above two IPLink boards configured with an embedded stack provide their own on board call control and RTP resources Each IPLink board has its own NIC and IP address and must be assigned to a separate TeleVan tage H 323 span Inbound calls must be directed to the IP address of the desired IPLink board IPLink board host based stack PC Host 24 RTP Resources IPLink board host based stack f 24 RTP Resources gt Call Control 19 In the diagram above two IPLink boards configured with host based stacks pro vide RTP resources for one host based H 323 span RTP audio travels over the NIC and IP address of both IPLink boards The host based H 323 Span provides call control e g setup and tear down for all 48 H 323 trunks Inbound calls are directed to the host PC s IP address Tele antage H 323 Span 192 168 0 4 48 Trunks CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 3 pEC Hom DIO4DBLSAR2 board host based stack ML5 12 RTP Resources TeleVantage H 323 Span DIO408LSAR2 board
337. file Please check the drive for errors 207 Warning A hard drive partitioned as FAT32 has been detected on the Server Please convert the drive to NTFS to ensure mission critical reliability for the Server 208 Error The Server detected an IP address conflict that is preventing VoIP calls from functioning properly The IP address used by the Server s Intel Dialogic IPLink board with ID is conflicting with another device with a MAC address of Please resolve the IP address conflict 209 Warning The Server detected that an unsupported firmware file is being used by the Intel Dialogic board which can result in unpredictable behavior Please stop the Server and Intel Dialogic drivers and use the Dialogic Configuration Manager to specify a supported firmware file prefixed with the symbol as described in Installing Intel Telephony Components 12 34 ADMINISTERING TELEVANTAGE 7000 Error The digcmpd service failed to start due to the following error The system cannot find the device specified 7001 Error The dlgcmcd service depends on the dlgcmpd service which failed to start because of the following error The system cannot find the device specified Viewing TeleVantage performance counters When the TeleVantage Server is installed the Setup program registers with Windows a set of TeleVantage specific performance counters for tracking run time Server statistics A TeleVantage performance co
338. finishes playing You can choose the action for the Nothing menu choice using the following steps Note If you have turned on fax detection for your trunks the combined time for this setting plus the auto attendant prompt greeting and menu choice prompts should be at least 10 seconds If the combined time is less than 10 seconds the system might fail to detect fax tones and route them before the nothing menu choice takes over To permit callers to dial extensions from this auto attendant leave Process all other digits as user extensions field checked For information on unchecking it see Preventing callers from dialing extensions on page 10 13 Note Auto attendant extensions for example 8001 cannot be dialed at an auto attendant To disable type ahead for this auto attendant check Prevent type ahead Type ahead enables users to enter a sequence of commands together For example with a series of auto attendants set up as submenus a caller could press 123 to choose menu choice 1 menu choice 2 from the submenu and menu choice 3 from the final submenu The problem with type ahead is that if a caller enters a non existent extension for example 123 the auto attendant processes the digits as type ahead commands and sends the user to the appropriate menu or submenu With type ahead disabled callers dialing non existent extensions are never sent to menu choices However callers selecting menu choices must wait until they h
339. following ways Customize your templates then add users in bulk If you create templates first then add or import users in bulk you can go down the list and specify the appropriate template for each user When importing you can set up the template to override some pre existing settings while leaving others as is m Add users then apply templates You can add users either singly or in bulk with a minimum of information for example name extension and station ID You can then create templates and apply each directly to the users of your choice filling in the rest of the settings a Save a default template then import or use O When you save a user template as your default template that template is applied whenever you import users or add new users at the telephone with the 0 command Note that if you use 0 with a template you will still need to add user names later For instructions on creating and applying user templates see Applying user settings in bulk on page 6 43 Where to set user options User options are set in both the TeleVantage Administrator and ViewPoint Some options can only be set in the Administrator These options are described in detail in this chapter Some options can only be set in ViewPoint These include the user s routing list contacts voicemail greetings call rules and personal workgroups To edit these options from the Administrator select the user in the Users view and choose
340. for SIP ooo eee cece eeeeneeeeeeeeeneeeeeeees 14 2 Calling TeleVantage extensions from external SIP devices 14 3 Dialing SIP addresses from TeleVantage 1 1 7 muna awnawanwwaaaan 14 3 Troubleshooting S P a e a aaea aaaeei etenin da n eode iea aae 14 3 Adding a SIP 8pani NA ALAALA 14 4 Modifying SIP span codes LL nananana wan wnnanawananaanwananansanasanaan 14 8 Using more than one SIP Span n eee cesses eeeeeeeeeeeeeeeeseeeeeeeeeeees 14 9 Setting DTMF Transmission Mode and RFC2833 Payload Type 14 10 Configuring a user for a SIP PHONE eee eee eeeeeeeeneeeeneeteneeeeeeeeees 14 10 Using a SIP phones ABA ted das 14 14 Authenticating SIP phone external stations 00 0 eeeeeeeeeees 14 15 Increasing SIP span security eee eeeeeeeeeeeeeeeeeeeeesneeeaeeeeeeeeas 14 17 Authenticating REGISTER and MWI requests eee 14 18 About SIP ACCOUNTS eee eeseeeseecesceseeneeesaeeeeaeeseaeeseseesesaeeesaeeeeaeees 14 20 Creating a SIP account oo eee cee ceceeeeceeeeaeeeeseeteaeeeeseeneaeeeeees 14 20 Setting voicemail access for SIP stations and users 14 22 Configuring a Vertical Aastra SIP phone for TeleVantage 14 22 Configuring the Vertical Aastra SIP phone configuration files 14 23 Specifying the TFTP server address 14 23 Resetting the phone to pick up configuration changes 14 24 Dialing calls from the Vertical Aastra SIP phone
341. from being dialed over inappropriate trunks For example create routing rules that route 411 calls to dialing services that support 411 Add a stop rule so that TeleVantage does not attempt to dial 411 on dialing services with trunks that do not support 411 calls Restrict 1800 numbers to specific trunks in the same way Eliminate timeouts when a user is dialing from the telephone For example with 911 calls you can create one or more routing rules for the dialing services that can handle 911 calls Add a stop rule for 911 that will cause TeleVantage to pass the call to a 911 dialing service immediately instead of evaluating all of the remaining rules for matches before routing the call m Block calls to numbers You can set up stop rules for 1900 numbers for example to prevent users from calling them this could also be done with dialing permissions but stop rules can provide a more versatile solution in some cases Defining patterns to match the dialed digits When defining a routing rule you must specify a Digits dialed string to define which dialed numbers activate the rule By default you can use the following characters to build the Digits dialed string you can also define others m 0 9 Specific numbers The rule activates when those exact digits are dialed For example you could enter 16173540600 to activate the rule when that phone number is dialed m N Any digit from 2 9 Use for variable numbers that start an area code
342. fy the default E mail address 5 Click OK Using the Problem Report Wizard Use the Problem Report Wizard according to the following guidelines m For TeleVantage Server problems run the Wizard on the TeleVantage Server See Reporting Tele Vantage Server problems on page 12 62 Examples of Server problems include m The TeleVantage Server stops unexpectedly m Caller ID is not sent correctly m There is no dial tone m A call handling problem occurred For example TeleVantage does not answer incoming calls calls are being disconnected or calls are handled improperly calls cannot be transferred put on hold and so forth CHAPTER 12 MONITORING AND MAINTENANCE 12 61 m For problems with any of the workstation applications ViewPoint Administrator or TAPI Service Provider run the Wizard on the computer that is experiencing the problem See Reporting workstation application problems on page 12 63 Examples of workstation application problems include Workstation application behaves unexpectedly m User cannot connect to the network m User cannot connect to the TeleVantage database m Workstation application does not start Workstation application closes unexpectedly m Data or commands executed in a workstation application don t look or behave properly m For distributed problems problems that occur with both a workstation application running on a user s computer and the Tele Vantage Server run the W
343. g Intel HMP or Dialogic SR5 1 1 driver information is missing from the registry and may prevent lt name gt from handling calls 182 Error Intel HMP drivers are detected but N is configured for Intel Dialogic SR5 1 1 drivers N must be configured for Intel HMP drivers before the Server will start CHAPTER 12 MONITORING AND MAINTENANCE 12 31 183 Error Intel Dialogic SR5 1 1 drivers are detected but N is configured for Intel HMP drivers N must be configured for Intel Dialogic SR5 1 1 drivers before the Server will start 184 Error The Intel Dialogic SR5 1 1 FP1 Service Update was not found on this PC Please install the Intel Dialogic SR5 1 1 FP1 Service Update and N Driver Updates for proper operation 185 Error The Intel Dialogic HMP FP1 Service Update was not found on this PC Please install the Intel Dialogic HMP FP1 Service Update for proper operation 186 Error The N Driver Updates version N was not installed on this PC Please install these N Driver updates for proper operation 187 Error The server could not start because it failed to start the Intel Dialogic drivers Please check the event log and check your configuration using Dialogic Configuration Manager DCM As a test try starting the drivers manually from the DCM 188 Error No IP Media Resource Available 189 Error No Low bit Rate Codec Resource Available 190 Warning The custom N network capture filter is invalid and the default captur
344. g N VERTICAL ADMINISTERING TELEVANTAGE TELEVANTAGE 7 COPYRIGHT 2005 Vertical Communications Inc All rights reserved This manual and the software described in it are copyrighted with all rights reserved No part of this publication may be reproduced transmitted transcribed stored in a retrieval system or translated into any language in any form by any means without the written permission of Vertical Communications Inc Portions 1999 Microsoft Corporation All rights reserved Portions copyright c 1999 2005 NetGroup Politecnico di Torino Italy Copyright c 2005 CACE Technologies Davis California All rights reserved Redistribution and use in source and binary forms with or without modification are permitted provided that the following conditions are met 1 Redistributions of source code must retain the above copyright notice this list of conditions and the following disclaimer 2 Redistributions in binary form must reproduce the above copyright notice this list of conditions and the following disclaimer in the documentation and or other materials provided with the distribution 3 Neither the name of the Politecnico di Torino CACE Technologies nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission TRADEMARKS Vertical Communications Inc and the Vertical Communications logo and combinations thereof are tradem
345. g Trunks SIP span number po IP address pozza Description Number of trunks foo Starting trunk number fo This span maps to trunks 9 through 28 Send inbound calls to Default Auto Attendant x 8000 Connect inbound calls immediately when received x Listener port 5o60 I Synchronize phone configuration settings TFTP server root directory 2 On the General tab specify the following information for the span m SIP span number The number of the SIP span starting with 1 Note that this number has nothing to do with boards or H 323 spans If you have a second SIP 14 4 ADMINISTERING TELEVANTAGE span it should be numbered 2 All SIP span numbers must be consecutive any gap in numbering will cause the subsequent SIP spans to not be recognized m IP Address Select the IP address of the NIC you want to use on the Tele Vantage Server computer for SIP signalling including call setup and tear down If using Intel telephony boards be sure to select the IP address of your PC s NIC not the IP address of an Intel IPLink board Important The IP address for transmitting and receiving RTP is a completely different and unrelated setting Using Intel IP boards the IP address for the RTP address is determined by the Dialogic Configuration Manager For HMP the IP address for RTP audio is determined by the following registry key See Chapter 5 of Installing Intel Telephony Components for details HKEY LOCAL MACHIN
346. g and or auto answering with ViewPoint See Using Tele Vantage for more information on these features If checked use the SIP header field name drop down list to specify which SIP header field carries the message that triggers auto answer For Vertical Aastra phones select Alert info Under SIP header field value specify the auto answer marker text For Vertical Aastra phones accept the default If you have another type of SIP phone that requires a different message text enter it here Stutter dial tone Check to hear a stutter dial tone when listening to TeleVantage dial tone to signal unheard Tele Vantage voicemail You should uncheck this field for most SIP phones such as Vertical Aastra since SIP phones generate their own dial tone locally m Voice first answering Check to configure this phone to use voice first answering This option is unavailable if you have not selected Supports auto answer via SIP header field above For a description of voice first answering see Using Tele Vantage Automatically go offhook when alerting station Check to have the phone automatically go offhook whenever you access it from ViewPoint for example when clicking to place a call or make a recording If unchecked the phone rings and CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 13 you must physically answer it This option is unavailable if you have not selected Supports auto answer via SIP header field above 12 Check I
347. g in or workgroup For example to provide extended customer support coverage support calls that arrive after your California office closes in the evening can transfer automatically to the main auto attendant at your facility in New Zealand Note If you have scheduled a greeting and a transfer to occur at the same time the transfer always takes precedence and the greeting does not play Also if you have two greetings or two transfers scheduled for overlapping times the top most scheduled item always takes precedence 10 14 ADMINISTERING TELEVANTAGE To schedule transfers or greetings fs 2 3 In the Auto Attendants view create a new auto attendant or double click an existing auto attendant to edit it The Auto Attendant dialog box opens Click the Scheduled Actions tab General Menu Choices Scheduled Actions Hold Advanced Immediately execute an action during the following times Enabled Description Add Edit Delete Note Greetings are not played before scheduled transfers The following table shows the information that appears for each scheduled action already defined for this auto attendant Column Description Enabled If checked the action will be performed as scheduled If unchecked the action is temporarily disabled Description Time period during which the action will be performed Action Action that will be performed Click Add to schedule a new action Click
348. g the telephone commands 02 eee ee eee eee 13 13 Setting up system wide music on hold a 13 13 About system prompts and audio System prompts are audio prompts that Tele Vantage plays to callers and users System prompts offer callers menu choices and provide menus and instructions to users This chapter explains how to play and rerecord the system prompts used throughout TeleVantage You can use the standard prompts included with the system or record over them to create customized prompts The chapter also describes how to set up hold music which enables callers to hear music whenever they are put on hold by a user or the system Setting general system prompt options This section describes general system wide options you can set for system prompt behavior Setting the system prompt language You can choose which language system prompts play in by default Individual users can select a different language for prompts that are played to users and callers navigating their accounts To set the default system prompt language 1 2 3 4 Choose Tools gt System Settings The System Settings dialog box opens Choose the Audio tab From the Default system prompts dropdown list select the language you want Click OK Presenting a confirmation prompt before voicemail You can choose whether or not callers hear the prompt To leave a message press 1 or press to return to the menu after they hear a us
349. ganization column in the Call Log and TeleVantage reports and easily sort by Organization for tracking or accounting purposes You can also display a call s Organization in ViewPoint s Call Monitor Note Users in different Organizations cannot have identical extensions Every TeleVantage user must still have a unique extension To assign a user to an Organization 1 Double click the user in the Users view to open the User dialog box and choose the User Call Log tab User Call Log IV Log this user s calls fal calls z IV Organization Jasc Team sul 2 Check Organization and select the Organization to which the user should belong Click to create a new Organization See Defining an Organization on page 11 3 3 Click OK See About adding users on page 6 2 for complete information about setting up a user s account CHAPTER 11 TRACKING AND DISTINGUISHING CALLS 11 3 How calls are logged by Organization The Organization column in the Call Log displays the Organization for each call that is associated with one Outbound calls are logged with the Organization of the user who placed the call Inbound calls are logged with the Organization of the user who answered the call the user who appears in the Call Log s Answered By field Note If a call center queue agent places calls as the queue the call is still logged with the Organization of the agent not the Organization of the queue Conference calls
350. ge Call Center Administrator s Guide for details about setting up and using call center queues and ACD workgroups Route calls directly to an IVR Plug in Incoming calls are transferred to an IVR Plug in for further processing For more information about IVR Plug ins see Appendix G of Installing TeleVantage Assign DID Direct Inward Dial numbers Incoming calls on any trunk are routed to the appropriate user auto attendant workgroup IVR Plug in or queue using the DID numbers that callers dial Departments in your company can have their own phone numbers and auto attendants without requiring your system to use dedicated trunks For more information see Telephone company services that help TeleVantage on page 5 5 Route calls to a fax machine or a pool of fax machines For more information see Setting up fax routing on page 5 7 10 2 ADMINISTERING TELEVANTAGE In addition users can route calls by setting up call forwarding or using routing lists For more information see Using Tele Vantage Routing from the Administrator s View z Auto Attendant Incoming Call Customized Menu Choices and Scheduled Actions Auto Attendant Play a Recorded Message Yes Another Auto Attendant Transfer Possible Options Extension Sent to User Queue or IVR Plugin Routing from the User s View Ring Forwardi External i Yes gt Number Number Call Another Extension Auto
351. ge Server to which you connect over the Internet requires a separate H 323 Gateway For example if your Server connects to Servers in London and Chicago you must create two H 323 Gateways London and Chicago CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 41 The H 323 Gateways view To add edit and delete H 323 Gateways click the H 323 Gateways button in the view bar to open the H 323 Gateways view 24 H 323 Gateways Yertical Teleyantage Administrator File Edit View Tools H 323 Gateways Help ta ido Extension Password Remote Address Remote Extension Remote Pe IVR Plug Ins Tg H 323 Gateways SIP ahii gt I OM z Calls from 7 26 2005 10 55 58 AM to 8 23 201 0 Items Admin 100 207 79 15 Each of your H 323 Gateways is shown as a line in the view The following table shows the information that is displayed for each H 323 Gateway Column Description Name Name of the local H 323 Gateway usually the name of the remote Server s location or the name of the remote Server computer itself Extension Extension of the H 323 Gateway on the local Server used by H 323 Gateways on remote Servers to log on when connecting IP calls Password Password of the H 323 Gateway on the local Server used by H 323 Gateways on remote Servers to log on when connecting IP calls Remote Address IP address or hostname of the remote Server
352. ge writes the following warning message to the Windows Event Log Device n is not responding where n is the device number positive numbers are stations negative numbers are trunks The default testing interval is 5 minutes For information about modifying the interval or turning off the setting use the registry setting HkeyLocalMachine Software Artisoft TeleVantage Server Settings MonitorInterval Some error conditions may make a trunk or station unusable and you must restart the device manually For example if a single station shows the status Reorder and does not respond to picking it up and hanging it up again then you must restart it to re establish the connection to TeleVantage Generally if the status of a device does not seem to reflect its actual status and you have checked the phone or trunk line to see if it is working you must restart the device Similarly you can manually restart a trunk that has become unstable because of an error condition You also must restart a trunk using the Device Monitor view to detect loop current on a newly added trunk before TeleVantage can use it With digital trunk types you can choose to restart the entire span Both automatic and manual restarts are logged in the TeleVantage Event Log For more information see Viewing the TeleVantage Event Log on page 12 20 Note Be aware that restarting a device may take up to 30 seconds During that time you cannot perform any other
353. geendtime End time of log range summary Text summary of the problem Te Whether the problem is reproducible Enter Yes No or reproducible Unknown details Text describing details of the problem contactname Name of contact at your company contactcompany Your company contactphone Your contact phone number contactemail Your contact email address supportname Name of your support contact supportissue Support issue number packagepath Directory in which to place the ZIP file packagefile Filename of the ZIP file CHAPTER 12 MONITORING AND MAINTENANCE 12 65 Parameter Description Whether the package should be e mailed not applicable if createcab is set to Yes mailpackage createcab If Yes then the ZIP file creation will begin automatically i Maximum number of Event Log events per Event Log maxevents type fcabpriority Process priority for cabarc Enter Normal Idle High Realtime Below normal or Above normal 12 66 ADMINISTERING TELEVANTAGE CHAPTER 13 MANAGING SYSTEM PROMPTS AND AUDIO CHAPTER CONTENTS About system prompts and audio 0200 e eee eee eee 13 2 Setting general system prompt options 00 eee eee eee 13 2 The System Prompts view 0 0 00 e eee teens 13 3 Managing system prompts 0 0 0 e eee eee 13 4 Recording over system prompts e ee eee eee 13 6 Localizin
354. gging on to the Administrator ceceeecseeeeeeeseeeeeeeneeeeeeeaes 2 2 Reconfiguring the computer to use a different phone 2 3 The Administrator interface eee eeeeeeeeeeseeeeeeeeeseeeeeneeeeeeesneeeeeees 2 3 Using the Tools MENU eeeeceeeseseeeeeeeeeeeseeeeeeaeeeaeeeeseeeeaeeaeeeeeeaeeaes 2 6 Working IN VIEWS eee eeseeeeeececeeeeeeeceeeeaeeeeceeeeeeeeeecaeeeateeeeaeeeaeeaeeeaes 2 7 CUSTOMIZING Ket AA 2 9 Working with voice fil S ee cece eeeeeeeneeeeneeeeeeeeseeeeseeeeeneeeeaeeeeeeeeaaees 2 9 Changing the voice file format cece eeeeeseeeeceeeeneteeteeneneeeneeaes 2 10 Using the audio Controls eee eeeeeeeeeeesreeeeeeeeeeeeeseeseseeeeeeeeeees 2 10 Importing and exporting voice files oo ee eee eeeeeeeeeeeeeeeeneeeaees 2 11 Changing audio output ee eee eee ceeeeeceeeeeeeeseeeeaeteeeeeteaeeeneees 2 11 Chapter 3 Defining System Settings mmmeeeeeuuuuunnuunununns 3 1 About system settings 0 0 ee eeeeeeseeeeneeeeeeeeeeeeeeeseseeeeeneeeeaeeesneeeeeees 3 2 Advanced TeleVantage settings 0 0 0 0 eeeeeeeeceeeseeeeseeeeeeeeeeenenees 3 2 Documentation for the System Settings dialog box 3 2 Setting general TeleVantage options ee eeeeeeeeeeeeeeeeeneeeeneeeeeees 3 3 Setting general Server settings mamana nnnawanawawwwawnnawnananana 3 4 Configuring the dial by name directory Lana nnnawnnanawwnanwa nanana
355. ging in and pressing 6 1 x The permissions for Available Available Queue Only and Available Non Queue control the ability to dial 50 52 to set that personal status Start a new call via Press for dial tone to dial a new call from either the voicemail Account menu after logging on or the Call Handling menu after pressing Flash Toggle hands free Dial 10 to turn hands free answering on or off Toggle voice first Dial 12 to turn voice first answering on or off Universal pickup Dial 91 to answer another ringing phone Unpark Dial 92 to retrieve a parked call Workgroup pickup Dial 99 to answer another ringing phone within a workgroup Folder Visibility View These permissions control whether or not the specified view or folder appears when the user logs into the TeleVantage ViewPoint or ViewPoint Web Access To make a folder visible but not editable use the Folder Access section Administration Access View and be able to use the specified features in the Administrator Edit all ViewPoint settings Use the Edit all ViewPoint Settings button to edit a user s ViewPoint settings from the Administrator Export Call Log Export the Call Log using the Administrator Does not affect exporting the Call Log using ViewPoint Export system prompt text Export system prompts to a text file using the Administrator Select a specific tru
356. hannel of communication that can support one call at a time A span is a collection of many trunks bundled together on a single digital line For example a TI span on ISDN PRI contains 23 trunks Adding trunks to your Tele Vantage system is a three step process 1 Connecting the physical trunk line to the Dialogic telephony board in the TeleVantage Server computer See Installing Intel Telephony Components 2 Defining the trunk in the TeleVantage Administrator s Trunks view This involves defining the individual trunks and for digital trunks the span behavior and settings See Adding trunks on page 5 3 3 Including the trunks in one or more dialing services so that users can place outbound calls on it See About dialing services on page 9 2 For information about required hardware and how to order services from your phone company see Installing Intel Telephony Components and Installing Tele Vantage Trunk types TeleVantage supports analog digital and Internet trunks in any combination Analog trunks m Standard analog trunks The classic trunk type m Analog Direct Inward Dial DID trunks For TeleVantage to support analog DID trunks they must be properly configured see Installing Intel Telephony Components Centrex trunks or analog extensions from another PBX In Tele Vantage these are referred to collectively as Centrex PBX extensions Note TeleVantage does not support ground start analog circuits
357. hat no extensions on one Server conflict with extensions on the other To avoid conflicts you can have all the extensions on one Server begin with 1 while all the extensions on the other Server begin with 2 The H 323 Gateway Configuration Worksheet in Appendix B can help you plan your H 323 Gateway connection so that no conflicts occur To create an H 323 Gateway user 1 Inthe Users view choose Users gt New User The User dialog box opens Type H 323 Gateway user First name eC Last name PO Title es Extension 102 Semo fo DID number i sOOOO Password Ts Confirmation tsi Comments a Operator Operator x 0 x NT account H 323 Gateway Ral 2 Under Type select H 323 Gateway user 15 46 ADMINISTERING TELEVANTAGE 3 At the bottom of the dialog box under H 323 Gateway select the H 323 Gateway that points to the remote Server on which this user resides To create a new H 323 Gateway click the IP Gateway button 4 Make sure that the H 323 Gateway user s Extension matches the user s extension on the remote Server This field is the only field that must be identical to the remote user s setup However to reduce confusion it is recommended that you use the same First Name and Last Name on both Servers 5 Click the Call Handling tab then click Call Forwarding Click To another number Under Call using select the Internet to Centrex dialing service with which you connect
358. he routing service will be 3540600 It is important to remember that all reformatting takes place before the routing service receives the number and begins to apply routing rules to it Dialing services specified in routing rules will never receive a number until after ViewPoint has had a chance to reformat the number based using the routing service s default dialing service Adding a routing service 1 Choose File gt New gt Dialing Service gt Routing Service The Routing Service dialog box opens E E Untitled Routing Service Loix General Routing Rules Name Access code Comments a m IV Enabled IV Show in ViewPoint fv Can be dialed Resolve dialed numbers using rules of this phone number service fg Phone number x FH 2 On the General tab enter the basic information about the routing service For instructions on Name Access code Enabled Show in ViewPoint and Can be dialed see General information for all dialing service types on page 9 10 CHAPTER 9 MANAGING OUTBOUND CALLS 9 27 3 From the Resolve dialed numbers using drop down list select the Phone Number dialing service whose location settings are applied to numbers dialed from ViewPoint Select a Phone Number dialing service from the dropdown menu click 34 to create a new dialing service or press ALT and click to edit the selected default service You cannot specify an H 323 or SIP phone number service Note The Phone Numbe
359. he Call Log or Call Monitor 11 12 Generating account code reports eee eeeeeeeeeeeeeeeceeeeaeeeeeneeees 11 12 Defining custom data Variables eee eeeeeeneeeeeeeeeeeeeeeeeseneeeeaes 11 13 Defining a custom data variable ee eeeeeeeeeseeeeeeeseeeeeeeeneeeees 11 14 Setting the value for a custom data variable 0 eee 11 15 Chapter 12 Monitoring and Maintenance cssssseeeeeeees 12 1 About monitoring and maintaining your TeleVantage system 12 2 Database server memory usage ee eeeeeeeeeeeeceneeeeteeteneeeeeeseeetees 12 2 Using the Device Monitor View 0 eeceeceeeseeeeeeeeeeeeeeeeeeeeeeseneeeeeees 12 3 Monitoring station activity 0 0 cece eee eeceeeeeeceeeeeeeeeseeeeeeeeeeeeeeeeees 12 4 ADMINISTERING TELEVANTAGE Monitoring trunk Ctivity eee cee ceeceeeeeeeeeceeeeaeeeeceeeeerseeneeeeeeeees 12 6 Monitoring all calling parties on a device eee eeeeeeeeeeeees 12 7 Viewing an active calls NiStOry ee eee eee eeteeeeereeeeeeeeeneeeeeeeees 12 8 Reading device Status eeesesscesereseseceeereneesneeeeeeseserenesenesares 12 8 Enabling and disabling trunks 0 0 0 0 eee ee eeeeeeceeceeeeeeseeeeeeeeeeees 12 9 Managing your dial plan with the Dial Plan view sesse 12 10 Using the Maintenance Log View eee eeeeeeeeeeeeeeneeeeeeeeneeeeeeeeees 12 11 Navigating the Maintenance Log view eceeceseeeeseeeeeereeeeees 12 12 Clearing the Maintenance Log
360. he Phone tabs eee eee teens 6 27 The Audio tab pai tee Sk bis EL ba ba Re a a a 6 28 The Audio Hold Music Voice Title and Disk Usage tabs 6 29 The Security tao tenet nee 6 30 The Security Permissions tab 0 0 0 0 0 eee eee 6 31 The Security Dialing Permissions tab 0 000000 eee eee 6 33 The Dial by name Directory tab 0 00 00 e eee 6 34 The ViewRoint tab Siansa ahii seus Alene AA BA AA BB Ba dean A ase 6 34 Adding a user at the telephone e eee eee 6 35 Creating one or more users from templates a 6 35 Importing users in bulk eee 6 37 Applying user settings in bulk eee 6 43 Modifying a user s ViewPoint settings a 6 46 Marnagingimol 68 naa ANAN WAL NAG LATA MG NANA AA 6 46 TeleVantage permissions c cece eee ee 6 50 Helping new users get started 2 0 0 cee ee 6 56 About users Unlike a traditional PBX TeleVantage manages phone traffic by user rather than by device giving the system the flexibility to handle users who move from phone to phone This chapter explains how to create and manage users and roles Roles are templates of specific permissions that are used to grant permissions to users see Assigning a user s permissions on page 6 32 To create users see the next section About adding users Your TeleVantage system can contain the following types of users Us
361. he default auto attendant s extension to a number that doesn t begin with 8 The Auto Attendants view To create and manage auto attendants click the Auto Attendants icon in the view bar to open the Auto Attendants view Auto Attendants Yertical Tele antage Administrator Oy x File Edit View Tools Auto Attendants Help Pi CIRCA ee ht Default Auto Attendant 8000 The Auto Attendant automatically assigned to a new trunk Device Monitor C Auto Attendants Queues Lar GA a ol PG ON Each auto attendant that you create appears as a row in the Auto Attendants view A nested auto attendant is considered a separate auto attendant and appears on its own row Double click an auto attendant in the view to edit it in the Auto Attendant dialog box Auto attendants that you create are not used until you assign them to a trunk in the Calls are sent to field in the Trunk dialog box as described for the various trunk types in Chapter 5 In this way you can create multiple auto attendants for various situations and then activate the one you want at the appropriate time Setting up an auto attendant The following aspects of setting up an auto attendant are described in the sections that follow Creating a new auto attendant see the next section Defining menu choices page 10 8 Restricting an auto attendant to members of a workgroup page 10 14 m Scheduling transfers and greetings
362. he types are MSI Analog phone DKT Toshiba digital phone EXT External station Type The type of user see About users on page 6 2 Agent If checked the user is an agent in one or more call center queues See the Tele Vantage Call Center Administrator s Guide Locked Out If checked the user is unable to log in to his or her account due to multiple failed attempts to access that account as defined in System Settings see Enforcing strong password security on page 3 12 Personal Status The name of the user s current personal status ACD DND If checked the user is not currently accepting ACD workgroup calls Mail Usage Percentage of allocated voicemail space currently used For details on how the information in this and the following two columns is calculated see Viewing the user s disk usage on page 6 29 Greeting Usage Percentage of allocated greeting and voice title space currently used Disk Usage Amount of disk space in megabytes used by the user s voice message greeting and voice title files Mailbox Size Total space allocated to the user for voice messages in minutes CHAPTER 6 MANAGING USERS AND ROLES 6 7 Column Description Greeting Size Total space allocated to the user for greetings and voice titles in minutes Forwarding To Number to which the user is currently forwarding calls Gateway Name Name of the gateway Listed If che
363. hecks the Windows registry for the current VOX file format converts all files to the other format and updates the Windows registry Recording over system prompts You may want to record over system prompts for some of the following reasons You want your custom prompts and system prompts to be recorded with the same voice You want to change the message text of a prompt for example the Welcome message m You have access to voice talent that you prefer over the existing TeleVantage voices m You have localized the telephone commands for a language not provided with TeleVantage see Localizing the telephone commands on page 13 13 and want to record all of the prompts in that language as well Recording options You can record system prompts in either of the following ways m Recording system prompts professionally page 13 7 m Recording over system prompts yourself page 13 9 The sentence file The sentence file is a text file that contains all the voice prompts and the sentences they form The American English sentence file is located in C Program Files TeleVantage Server TVLENOO INI Note EN00 identifies American English files TeleVantage includes two other sets of system prompts EN10 identifies British English files ES00 identifies Latin American Spanish files 13 6 ADMINISTERING TELEVANTAGE The VAP and VOX files TeleVantage prompts are contained in m The VAP file an indexed
364. henever you perform a TeleVantage application command requiring a phone for example speed dialing a call or making a recording The computer s station is assigned when you install the TeleVantage workstation applications and you can change it at any time by clicking Options when you log on to ViewPoint or the Administrator see Logging on to the Administrator on page 2 2 Note A workstation computer s assigned station applies to all TeleVantage applications on it For example when you change the assigned station for ViewPoint it changes for the Administrator too Viewing station activity You can use the Device Monitor to view all station activity and to restart a station that is experiencing problems See Monitoring station activity on page 12 4 CHAPTER 7 MANAGING STATIONS 7 3 Applying phone settings in bulk Instead of making phone settings one user at a time you can apply one or more phone settings across multiple users at the same time With this feature you can m Quickly set up a group of new users with similar phone settings m Edit one or more phone settings across multiple existing users with one command Each family and model of Tele Vantage station analog digital Toshiba IP comes with its own template of phone settings You can save a collection of phone settings as a new default template for that phone type for example to automatically give all new Toshiba phone users the same feature button set
365. hing center You can change the emergency number from 911 to something else as follows 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Choose the Emergency tab CHAPTER 9 MANAGING OUTBOUND CALLS 9 37 Enter the new number in the Emergency Number field Check Emergency number can be dialed at internal dial tone if you want users to be able to dial the emergency number without first dialing an access code such as 9 to get an outside line If unchecked users must dial the access code and then the emergency number for example 9 911 This setting affects emergency calls only Be careful when changing this setting as you may cause accidental emergency calls 5 Click OK Using enhanced 911 service with TeleVantage Enhanced 911 E 911 calls send the calling station s ANI information the TeleVantage station ID to the phone company s E 911 center so they can identify the location of the person who made the emergency call for example the specific floor and office in a large building Note E 911 service is not supported on IP phones Emergency calls made from IP phones are handled as standard 911 calls Before enabling E 911 service Before you can use E 911 service with TeleVantage you must have installed and configured an E 911 device and connected one or more E 911 stations See Appendix J of Installing Tele Vantage for instructions Note E 911 stations must be physically connected to the
366. his rule under the following conditions In this section of the dialog box you can define what calls the rule handles You can have the rule handle calls on the basis of the digits dialed the time or date when the calls are placed and the users placing the calls in any combination m Digits dialed Type the pattern that will match the dialed numbers you want the routing rule to process For example Nxxxxxx would match any seven digit local number See Defining patterns to match the dialed digits on page 9 31 for details The pattern entered here appears in the Dialed digits column of the Routing Rules tab This field cannot be left blank To have the routing rule process calls without regard to the number dialed enter here For example you might have a routing rule that processes calls solely on the basis of schedule or membership Stop rules cannot use the character Schedule If you want to apply the rule only at scheduled times check this field and click In the Custom Hours dialog box that opens define the hours and days of the week or the specific dates that this rule will be in effect See Setting up custom hours on page 6 26 for more information If you enter a schedule it appears in the Schedule column of the Routing Rules tab Membership If you want to apply the rule only to outbound calls from certain users check this field and click J In the Routing Rule Members dialog box that opens add CHAPTE
367. hone Also specifies the SNTP server for obtaining the correct time and the GMT offset This file must be the same for all users a Hmx ld This Polycom file loads the basic operation of the phone It s a binary file and can t be modified Location of the configuration files on the TFTP server The lt MAC gt id cfg file must be in the default directory of the TFTP server Each phone on your network must have a separate lt MACid gt cfg file The other configuration files are listed in the lt MACid cfg gt file You can rename them or move them into other directories CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 19 Security for the configuration files The configuration files include all of the settings for the Polycom IP phone Some of the information required is a TeleVantage user login including password so the accessibility of this information must be carefully considered to minimize the security risk to your system One alternative is to create subdirectories from the TFTP root for each of the Polycom IP phone users each user would only be able to read the root directory and their subdirectory so it would not be possible to see other users login information Since some of the files including Func cfg Ipmid cfg and Hmx ld are shared across all users these files would need to be accessible to all users or duplicated in all user subdirectories Note The user account on the TFTP server should have write access to
368. hown in the trunks view may not reflect the actual number of trunks available for TeleVantage s use Digital and Internet spans TeleVantage represents digital and Internet trunks as a span of a number of individual trunks The number corresponds to the number of available channels For example a Robbed Bit T1 span offers 24 channels When you add a Robbed Bit T1 span 24 individual trunks appear in the Trunks view You can set some properties for the span as a whole and some properties for individual trunks in the span only as follows m To set properties for a span as a whole right click a trunk in the span and choose Open Span m To set properties for an individual trunk right click the trunk and choose Open Trunk When you add a digital T1 E1 or BRI span make sure that the span type matches the protocol type that was specified with the Dialogic Configuration Manager DCM as described in Installing Intel Telephony Components You cannot change a span s type after you add it If you create a span of the wrong type delete the span and add a new one of the correct type CHAPTER 5 MANAGING TRUNKS AND SPANS 5 11 Adding an analog trunk Use the following procedure to add a new analog analog DID or analog Centrex PBX trunk 1 Choose Trunks gt New Trunk gt Analog Trunk A new Trunk dialog box opens Number J 2 Name Trunk 2 gt Accept Inbound calls Number of rings before answering 2 Calls are s
369. i AA a a E E aS a iaa Routing calls to extensions n nananana cece Routing calls to workgroups sasesana anaana About inbound call routing This chapter provides an overview of inbound call routing methods in TeleVantage and directs you to the chapters in this manual that explain in detail how to use them With TeleVantage you can route incoming calls in the following ways You can use one of these methods or several of them in combination Route calls to an auto attendant Incoming calls go to an auto attendant at which callers enter an extension number Auto attendants can also provide a dial by name directory for callers who do not know a user s extension Route calls on a trunk directly to a user All incoming calls on a specific trunk go to a specified user s phone With this method you can send calls to a live operator who then transfers them to users You can also give a user a dedicated private line Ring multiple users simultaneously Incoming calls simultaneously ring the phones of all users in a specific workgroup The first user in the workgroup who answers is connected to the caller Workgroups can contain an unlimited number of users For more information about workgroups see Chapter 8 Managing Workgroups Route calls to a call center queue or an ACD workgroup Incoming calls are automatically put on hold in a call center queue or an ACD workgroup until an agent becomes available See Tele Vanta
370. iNG eee eee eee eeeeeeeeneeeeeeeeseeeeeeeeeeneeeeaes 9 37 Using standard 911 service with TeleVantage eee 9 37 Using enhanced 911 service with TeleVantage e eee 9 38 Chapter 10 Handling Inbound Callls cccseeeeceeeeseseeeeeeeeeeeeeeees 10 1 About inbound Call routing cece eeeeeeneeeeeeeeeeeeeeeeeeeeaeeeeeeeeeneeees 10 2 About auto attendants apa AL ANN ia 10 4 What callers can do at an auto attendant 00 0 0 eee eeeeeeeeeeeeeeee 10 4 How you can use auto attendants 10 4 What callers Heat aa AALAGA 10 5 The Default Auto Attendant 1mm ananana na wwanaanaananaanaaaassnaannana 10 5 The Auto Attendants View 0 nananana waa nan unawaan nanunanananananasanssnasans 10 6 CONTENTS Setting up an auto attendant cece cess eeeneeeeseeeeeeeseseeeneeeeeaes 10 6 Creating a new auto attendant cece cece eee ceeeeeeeeteeeeeeeeees 10 7 Defining menu CHOICES uu ee esse eeeeeseeeeceeeeeeceeeeaeeeeseeseaeeeeeeeeeeetees 10 8 Preventing callers from dialing extensions 10 13 Restricting an auto attendant to members of a workgroup 10 14 Scheduling transfers and greetings 10 14 Setting up an auto attendant s hold MUSIC ceeeeeeeeeees 10 17 Setting custom data variables and skill requirements with an auto attendant ee eee eeeeeeeeeeeeeeeeeeeneeeaeeeneneeeeees 10 17 Customizing login behavior from auto attendants 10 19 Avoiding the a
371. ia Nathaniel Chestnut Operator Vin Williams Cecilia St John we Cancel Help To add users to the role select them in the All users list and click Add To select several users at once hold down SHIFT or CTRL as you click To remove a user from the role select the user and click Remove 6 48 ADMINISTERING TELEVANTAGE 4 Click the Permissions tab to choose the role s permission settings Queue Administrator Role xi General Users Permissions Dialing Permissions CE Standard Phone Commands Folder Visibility Administration Folder Access Allow All Disallow Al H i Cancel Help To set a permission click its Value column and select the setting you want 5 Click the Dialing Permissions tab to specify which numbers can be dialed by users belonging to this role A disallowed number prevents the dialing of any number beginning with those digits Queue Administrator Role xi General Users Permissions Dialing Permissions Default permission Use dialing service permissions x Exception permissions Numbers beginning with ws Cancel Help Note You can set dialing permissions globally for each Phone Number dialing service and also individually for each user In cases of conflict the more individual setting applies See Dialing permissions hierarchy on page 6 56 CHAPTER 6 MANAGING USERS AND ROLES 6 49 6 Use the Default permi
372. ialing them If unchecked the user must press Flash first to get a dial tone then dial the call Note This option requires the system to dedicate a voice resource for each user for whom it is checked To see your system voice resource availability and current use see Viewing TeleVantage performance counters on page 12 35 For more information regarding voice resource use see Installing Intel Telephony Components 3 In Dial tone duration before going silent enter the length of time in seconds that you want the dial tone to play after a call ends To end a hands free call the user presses the Flash button or hangs up and then waits for the phone to go off hook again During this time the user hears a dial tone This setting allows you to control whether or not the user hears a dial tone for a specific amount of time before returning to off hook status after disconnecting from a call The default setting is 0 meaning that dial tone is not played at all after a call ends Changing the hands free answering beep You can change the beep that signals an incoming call during hands free mode by replacing or re recording the sound file HandsFreeBeep vox located by default in C Program Files Tele Vantage Server Vfiles 7 22 ADMINISTERING TELEVANTAGE Creating an overhead paging system with hands free answering You can create a paging system by connecting a hands free extension at which hands free answering is enabled to an overh
373. ice make sure the phone has an IP address that is addressable by the Tele Vantage Server In a remote office you may have to open ports in your firewall or enable H 323 to pass for the IP number of the phone In a single person home office such as with a cable modem or DSL connection to the Internet and a small router managing NAT to local private IP numbers you can put the private IP number of the phone in the DMZ of the router You can then use the public IP address from your ISP as the addressable IP number of the IP phone Use this number rather than the local private IP number actually assigned to the phone when configuring the user extension in TeleVantage When using an IP phone over the Internet instead of on a LAN the transmission is susceptible to greater delay and packet loss both of which affect voice audio quality 15 12 ADMINISTERING TELEVANTAGE Configuring an H 323 Uniden IP phone for TeleVantage This section describes how to install configure and use a Uniden Uniden UIP 300 IP phone with TeleVantage Installing the Uniden IP phone To install a Uniden phone do the following 1 Connect the Ethernet cable to the network port on the phone located behind the LCD display 2 If power is not available through the Ethernet cable connect the AC Adaptor to the AC Adaptor port on the phone located behind the LCD display Plug the AC Adaptor into a power outlet Uniden IP phones support Power over LAN by PowerDsi
374. iewPoint or telephone commands This resets the station to the new user m The amount of time specified in Automatically log out of other user s stations after minutes of inactivity is exceeded This resets the station to the default user Inactivity is defined as any time except during active calls inbound or outbound and when telephone commands are used that require entering a password for example logging into the phone to listen to voicemail All other station activity such as picking up the phone and dialing 14 or using ViewPoint to play a voice message over the station count as inactivity Note Incoming calls for other users such as calls forwarded to the station do not count as activity even if they are answered Uncheck Automatically log out of other user s stations after __ minutes of inactivity to prevent resetting the station after any amount of inactivity CHAPTER 7 MANAGING STATIONS 7 23 Configuring digital stations A variety of proprietary digital phones from Avaya Nortel Siemens NEC and Toshiba are supported by TeleVantage and contain several features that are useful for TeleVantage users Some features are built in to the phone s fixed buttons Others are available by configuring the phone s programmable buttons See Installing Tele Vantage for a complete list of supported phones With a supported digital phone you can do the following m Use line appearances to handle multiple calls simultaneously
375. igned to the Operator You cannot delete or rename the Operator but you can change the Operator user s roles and permissions Operators are covered in detail in the next section Changing the Admin and Operator users passwords Immediately after installing TeleVantage you should change the passwords of the Admin user and Operator user in order to make your system more secure from unauthorized access For more information see Appendix I of Installing Tele Vantage About Operators Your system can have a main Operator user and also personal operators for other users This section discusses operators from the Administrator s viewpoint For more information see Customizing ViewPoint for Operators in Using Tele Vantage Understanding personal operators The TeleVantage system has one Operator user but each user can specify a personal operator A user s personal operator is the extension to which callers are transferred if the caller presses 0 from within the user s voice mailbox or routing list By default a user s personal operator is the Operator user but a user can specify any extension as their personal operator even that of an auto attendant IVR Plug in or queue See Setting up a personal operator on page 6 15 ADMINISTERING TELEVANTAGE How callers are transferred to Operators The following table shows to which operator callers are transferred when they press 0 in different locations Caller presses 0
376. in Device Monitor 12 8 Call Log archiving 12 51 avoiding CPU spikes when archiving 12 52 configuring for a user 6 15 display options 6 13 exporting 12 17 options for 12 20 result codes for exported 12 17 view 12 12 call notification of new messages 6 22 call recordings and voice resources 4 5 beep with 4 7 call routing about 10 2 flowchart for Administrator 10 3 for ViewPoint 10 3 to a single ACD workgroup 10 2 to groups 10 2 trunk directly to a user 10 2 call waiting enabling 7 14 callbacks setting default access codes for 9 8 working with international numbers 5 15 caller ID displaying on a phone 7 21 from third party H 323 gateways 15 48 handled by ISDN or RBTI trunks 5 25 handling international numbers 5 15 setting outbound for ISDN 5 27 setting outbound for the system 5 29 setting outbound for user 6 16 used to bypass the call announcing prompt 7 17 calls entering account codes for 11 9 recording 4 2 transferred to you announcing who is transferring 7 18 CAS adding a digital span 5 19 Centrex PBX transfer 7 19 coaching calls system default for 3 14 user settings for 6 31 columns customizing 2 9 commands using 2 8 companies See organizations INDEX 2 ADMINISTERING TELEVANTAGE conference calls on Uniden phones 15 17 conference resources in SIP calls 14 48 conference room phones 7 32 configuring system overview 1 5 confirmation menu before voice mail 3 5 con
377. in the SIP URI sip vwilliams example com 4 Choose whether this is a local or external SIP account as follows m Choose This is a local account to create a TeleVantage based SIP URI that other SIP using parties use to contact the user The IP address of the SIP span appears after the sign in the SIP URI m Leave Default account for outbound calls checked unless the user has another SIP account that he or she wants to appear in the From header on outbound calls m Choose This is an account at external server to create a SIP URI used to log in to an account on an external SIP server for example a third party dialing service such as Broadvoice www broadvoice com Choose the appropriate SIP server from the dropdown list if none are available see Creating a SIP server on page 14 33 Then fill in the following CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 21 m REGISTER address of record for this account Check to have Tele Vantage use this account when sending REGISTER updates to the external server Users with more than one SIP account on the same SIP server should check this for only one account m This account requires authentication If logging on to the account requires password verification check this field and fill in the appropriate user name and password information 5 Click OK Setting voicemail access for SIP stations and users Some SIP based VoIP phones have a voicemail button to access new voice
378. in the new number N x Places the digit that the variable matched into the new number The position of the variable within the match pattern is preserved in the new number For example If the match pattern Nxxxxxx matches the dialed digits 5551212 including xxxx in the new number would yield the digits matched by the first four x variables 5512 If is the first character in the New Number field the routing rule s target dialing service will apply its area code and country code rules to the basic number If a is not present the target dialing service s area code and country code rules are not used 0 9 Valid telephone digits A comma in the dialing sequence causes a 2 second pause An ampersand causes a Flash on analog trunks and is ignored on other trunk types n The nth digit in the dialed digits n m The nth through mth digits in the dialed digits n The nth through the last dialed digit All digits matched by the in the dialed digits Can only be used when the match pattern uses lt string gt Use quoted strings without modification For example the following new number begins with the MyNetPhone gateway as a quoted string incorporates all the dialed digits and then adds an account name and password as a suffix gateway mynetphone net 1 1234 1234 9 34 ADMINISTERING TELEVANTAGE Examples of number patterns and dialed dig
379. ing TeleVantage system can cause serious problems such as calls failing and station and trunk devices not being detected or displayed in the Device Monitor 3 4 ADMINISTERING TELEVANTAGE m Allow voice first answering If checked users with Toshiba digital phones as well as Cybiolink or Aastra Powertouch analog phones can use the voice first answering feature With voice first answering internal calls are connected to the user s speakerphone automatically without the phone ringing or needing to be picked up A beep indicates an incoming internal call External callers ring the phone as normal To use voice first answering a user must turn it on using ViewPoint or the telephone commands See Using Tele Vantage for details Present a confirmation menu before voicemail Check to have callers hear the confirmation prompt To leave a message press 1 or press to return to the menu after they hear a user s voicemail greeting If unchecked the default callers go directly to recording their message after hearing the greeting m Allow callers to directly leave a voicemail Check to enable callers to dial a user s voice mailbox directly by dialing the extension followed by from internal dial tone or from an auto attendant If checked the system adds a 3 second delay after dialing an extension before the call is connected to wait for the Callers can skip the delay by pressing after the extension To change the delay
380. ing extra voice resources see Installing Intel Telephony Components If unchecked a voice resource is not used and the user is not able to use TeleVantage telephone commands at the external station Note This field does not apply in the same way to SIP phones and should be usually be left unchecked See Configuring a user for a SIP phone on page 14 10 4 Check Disconnect when idle to have Tele Vantage hang up the trunk call whenever the external station enters the Idle state on hook not in a call This setting overrides the typical 10 15 second delay before the phone company signals a disconnect to the other end of a call Checking the setting can be useful in the following situations m For remote users who hang up one call and immediately place another using ViewPoint Such users may find that the new call does not ring their external station because TeleVantage still considers the station off hook Checking the setting should solve that problem For third party applications that need disconnect supervision to detect the moment a call ends for example an IVR Plug in that records voice messages Note that if checked the station will not return to dial tone after the other party in a call hangs up 5 Click OK CHAPTER 7 MANAGING STATIONS 7 11 Other station behavior is configured as for any phone type See Assigning and configuring a user s station on page 7 12 What users need to know about externa
381. ing the phone or ViewPoint or managing archived recordings using the TeleVantage Archived Recording Browser see Appendix E of Using TeleVantage Important If you record all calls or even a significant portion of calls or if you have users with thousands of saved voice messages and large maximum mailbox sizes disk space on the TeleVantage Server can quickly fill up with voice messages and call recordings In addition ViewPoint performance will significantly degrade while a user searches for and acts on thousands of recordings or when recordings are being delivered to the user in quick succession See Offloading call recording voice files from your TeleVantage Server on page 4 3 for how to manage many recordings properly What parts of the call are recorded Call recordings include only calls with two or more parties and only the portion of the call from time the parties are connected to the end of the call The following parts of a call are not recorded m hold music m auto attendant messages m voicemail greetings m voicemail messages m telephone commands or prompts m IVR Plug in prompts m consultation calls during supervised transfers When a call is transferred the various conversations are included in a single call recording Exempting queue calls Call centers usually comprise a large portion of a system s total phone traffic If your site uses TeleVantage call center queues it is recommended that you exempt your qu
382. ing your TeleVantage system This chapter describes several methods of monitoring and maintaining your TeleVantage system You can also monitor your system using the TeleVantage Call Center Reporter which lets you run reports on a variety of system elements including trunk use call traffic queues agents identified callers account code use and more For more information on running the Call Center Reporter see Tele Vantage Call Center Administrator s Guide You can also automatically record any or all calls in the system for review later See Chapter 4 Database server memory usage The TeleVantage database is configured by default to use up to 50 of the available system memory which TeleVantage automatically allocates to itself at system startup Memory size is set when the TeleVantage Server starts If you add more memory to the system for example to support more extensions or trunks memory size is reset the next time you start the Tele Vantage Server Memory usage by the database server is dynamic Some types of database activity for example nightly Call Log archiving on busy systems may require more memory If more memory is required to support database operations the database server requests it from Windows However this memory is not released automatically when it is no longer needed For this reason memory usage by the TeleVantage database typically ramps up to the maximum available and then levels off This is normal
383. ings manually made by the user The destination for automatic call recordings made by the system and by queues are set separately See Chapter 4 and the TeleVantage Call Center Administrator s Guide Enabling voicemail greeting logon By default users can log on to their TeleVantage accounts from a TeleVantage station or auto attendant only You can also choose to let this user log on by pressing 9 during his or her voicemail greeting For this type of logon the user is prompted only for password If you have a DID based system without auto attendants you should enable this feature for all users because it is the only way for them to access their accounts remotely To enable the feature check Allow voicemail log on during greeting by pressing 9 Note voicemail greeting logon can be slightly less secure than auto attendant logon because the caller does not need to know the extension number If you enable voicemail greeting logon you should enforce secure passwords See Enforcing strong password security on page 3 12 The Voicemail Notification tabs Expand the Voicemail tab category to select the E Mail Pager and Call Notification tabs You can have TeleVantage notify a user by e mail page or phone call whenever he or she receives a new voice message This powerful feature enables users to keep abreast of their TeleVantage voicemail no matter where they are Notification messages include important CHAPTER 6 MANAGING USERS
384. int needing to communicate with TeleVantage Because almost all private networks are in the range 192 168 x x you can enter 192 168 0 0 16 to cover almost all cases If you need to cover private networks in the range 10 x x x add that as follows 192 168 0 0 16 10 0 0 0 8 If you need to add others enter them separated by semicolons each in the format lt IP address significant bits gt When TeleVantage receives SIP messages from within a listed range it recognizes that it is dealing with a device behind a NAT firewall Therefore it extracts the public IP address of the NAT firewall from elsewhere in the IP packet to use for return communication CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 45 m Keep alive interval Specify the interval in seconds between periodic OPTION messages that Tele Vantage sends to keep open the traversal hole in the remote NAT firewall during a SIP call If you experience disconnections during SIP calls involving a remote SIP end point defined in Symmetric network mask try decreasing this number 4 Click OK NAT firewall also in front of TeleVantage If there is a NAT firewall in front of Tele Vantage as well as in front of the remote SIP end point you must open ports used for RTP traffic in the NAT firewall in front of Tele Vantage To do so 1 Set the SIP span tuning parameter OffbusRoutingMode to Use RTP relay fixed 2 Calculate the range of RTP ports used by th
385. intenance Log To clear the Maintenance Log click E in the toolbar Using the Call Log view The Call Log view displays a record of the calls placed and received on the TeleVantage system Each call appears as a row in the view You can use the Call Log view to analyze system usage patterns and you can export Call Log records to generate traffic analysis reports To open the Call Log view click its button in the view bar System Prompts Call Log g Trunk Log A ar Unknow 3 Unknown Operator P Unknown P Unknown 0 mo ator 005 2 Operator m 2242000 8 8 2005 11 01 13AM 8 8 Default Auto Attendar 7812585937 NA 8 7 2005 3 59 02 PM 8 7 User 102 0 102 8 5 2005 3 38 12 PM 8 5 Operator 6172344500 0 8 5 2005 3 35 29PM 8 5 Operator 6172838115 0 7 26 2005 10 55 58 AM vaal b Set hold music to file list Windows Media sounds New call to lt NA gt from 6172252419 ARTISOFT INC Unknown on Trunk 1 Routed to auto attendant Default Auto Attendant x8000 O dialed Routed to user Operator x0 gt Calls from 7 26 2005 10 55 58 AM to 8 23 2005 1 11 04 PM 6 Items Admin x100 207 79 15 Ors VA 12 12 ADMINISTERING TELEVANTAGE Call Log columns The following table shows the information that is displayed for each call Several columns are hidden by default To show and hide columns right click the columns header and choose Columns Column Description From Name of the person who placed the call On incoming c
386. ional message indicating when the Tele Vantage Server started 101 Informational Server Stopped An informational message indicating when the Tele Vantage Server was shut down This message indicates an orderly shutdown not a shutdown caused by a problem 102 Informational Connecting to SQLServer 103 Informational Disconnecting from SQL Server Information messages indicating when the TeleVantage Server connected to and disconnected from SQL Server 104 Error DSSQL Error 105 Error No Voice Resource Available 12 22 ADMINISTERING TELEVANTAGE This message indicates that Server was unable to provide a voice resource for a requested operation This error should not be encountered in normal operation and may indicate that you need additional voice resources for your current load For more information on how to add voice resources see Installing Intel Telephony Components 106 Informational Device Restarted This message indicates a trunk or station was restarted to recover from an error condition The restart may have been initiated automatically by the TeleVantage Server or manually by the administrator If this message appears only infrequently it can be ignored If it is seen often contact your Tele Vantage provider 107 Informational Inbound call detected on outbound trunk This message indicates a call was received on a trunk allocated for outbound calling only The TeleVantage Server played a wr
387. ire that you send the caller ID corresponding to your account with the provider If the SIP server you are defining interacts with the PSTN for example PSTN Gateway devices then complete the tab exactly as described for outbound Caller ID on an ISDN span See Setting ISDN outbound Caller ID for a span on page 5 29 for instructions Note If you change the Send outbound Caller ID field you must restart the TeleVantage Server for the change to take effect 14 38 ADMINISTERING TELEVANTAGE PSTN Gateway tab This tab is only for SIP servers defining a PSTN Gateway device J FXO gateway supports Centrex PBX transfer Pre transfer sequence ee Post transfer sequence TOO I FXO gateway supports Flash via INFO message Content Type Jappiication none 0 Body Jeventflahhook sis J Calls to PSTN gateway require call progress analysis to detect connection Specify the following options for PSTN Gateway devices m FXO gateway supports Centrex PBX transfer Check if your FXO Gateway supports Centrex PBX style transfer and you want to use that feature With Centrex PBX transfer TeleVantage can transfer or forward a SIP call without using any SIP trunks When a call comes in on one SIP trunk and is sent out on another due to call forwarding for example the call is turned over to the FXO Gateway which makes a direct connection freeing the two Tele Vantage trunks m Pre transfer sequence Type the keys required by the PSTN Gateway
388. is TeleVantage s native format VOX size 64 Kbps 469 Kb minute m WAV format is commonly used by Windows applications such as Windows Media Player which cannot play VOX files WAV size 64 Kbps 469 Kb minute m MP3is a popular format that consumes less disk space than VOX files because of its very high compression rate The compression rate makes it consume a significant amount of CPU and time when converting files into it MP3 size 20 Kbps 146 Kb minute Note When you archive using VOX format mailbox recordings are simply copied to the archive location When you archive in WAV or MP3 format each recording is converted from VOX to the other format as it is copied to the archive folder so using WAV or MP3 format may make archiving slightly slower Archiving a mailbox recording in MP3 format results in the smallest file size about one third the size than if you archived the same recording in VOX or WAV format VOX and WAV formats result in files of the same size See Working with voice files on page 2 9 for more about the voice file formats supported by TeleVantage 12 40 ADMINISTERING TELEVANTAGE Searching and acting on archived recordings You use the TeleVantage Archived Recording Browser to search and manage archived recordings 2 TalaVantaga Archived Racor ding Browser Search Name Artadi gt ine A Base lauvar Show me recordings that match these crtenia ing Tekevartaye Server
389. is number indicates how many SIP trunks are currently using RTP Relays m LBR Codec Resources The number of low bit rate LBR codec resources g723 and g729 on a system running HMP The number of concurrent H 323 and SIP calls using low bit rate codecs is limited to the number of LBR codec resources All calls in excess of this limit will use the g711 codec if it is configured in the span or dialing service or fail if g711 is not configured The LBR Codec Resources in use and LBR Codec Resources in use counters show how many LBR counters are currently being used by the system Note that on a non HMP system these counters will always show as 0 Viewing performance counters in Windows The performance monitoring utility that comes with Windows is the application most commonly used to view performance counter information You can add TeleVantage counters to a performance monitor s display just as you can with the pre installed Windows counters Note This section does not describe the performance monitoring utility in depth See the utility s Help if you need more detailed information To start the Windows Performance Monitor choose Start gt Administrative Tools gt Performance Monitor In Windows 2000 the utility is part of the Microsoft Management Console and is called the System Monitor To start the Management Console choose Start gt Administrative Tools gt Performance The following examples use the System Monitor from Wind
390. is user When the user logs on or is identified on the telephone TeleVantage automatically switches to this language for all subsequent system prompts during the call The language can be also be set in ViewPoint This setting does not affect any prompts that other callers or users hear The list shows the languages currently installed You must reinstall the Tele Vantage Server to add other languages See Installing Tele Vantage 6 28 ADMINISTERING TELEVANTAGE The Audio Hold Music Voice Title and Disk Usage tabs Expand the Audio tab category to select the Audio Hold Music Audio Voice Title and Audio Disk Usage tabs Setting the user s hold music Users can have individualized hold music that is different from the default system hold music A user s hold music is heard by callers whenever the user puts them on hold A user s hold music can come from any station that you have set up as a music on hold device To customize hold music for a user 1 Expand the Audio tab category and select the Hold Music tab 2 Check Change hold music to 3 Select the music on hold source from the dropdown list You can click 29 to add a music on hold source For instructions see Setting up system wide music on hold on page 13 13 If unchecked the system wide hold music is used for the user To set up system wide hold music see Setting up system wide music on hold on page 13 13 Recording the user s voice title Expand
391. issions for 6 32 personal operator for 6 15 reducing complexity for 6 57 ringing multiple users simultaneously 10 2 roles 6 2 routing trunks directly to 10 2 setting options 6 3 storage for greetings and titles 6 28 Users role 6 47 Users view 6 6 V VAP file 13 7 variables attaching to calls with auto attendants 10 17 variables See custom data variables Vertical Aastra SIP phone configuring 14 22 view bar enabling in ViewPoint 6 34 in Administrator 2 7 view bar enabling 6 34 ViewPoint audio controls 2 10 call routing flowchart 10 3 modifying user settings from Administrator 6 46 Navigation bar or view bar in 6 34 Views customizing columns in 2 9 list of 2 3 using commands in 2 8 voice files converting 13 4 13 6 importing and exporting 2 11 moving 12 52 supported formats 2 9 voice mail archiving a single user s 6 8 letting callers dial directly 3 5 mailbox size 6 18 INDEX 10 ADMINISTERING TELEVANTAGE voice mail cont d playing confirmation menu before 3 5 playing from computer speakers 2 11 Urgent 6 21 voice resources and call recording 4 5 voice titles recording 6 29 storage size for 6 28 voice first answering enabling 3 5 VOX files 2 9 and VAP file 13 7 converting 13 4 13 6 W warnings 12 22 WAV files 2 9 Web sites setting up a Call us link on 15 38 Welcome Wizard enabling 6 34 wink duration 5 17 workgroups adding members 8 4 assigning a DID n
392. it T1 a ISDN CAS TI E1 To route faxes to a fax machine 1 Create a placeholder user whose station ID is connected to the fax machine for example a user named First floor fax machine See About adding users on page 6 2 2 Select that user when defining a trunk in the Faxes are sent to dropdown list For instructions on defining trunks of different types see the sections in the rest of this chapter Note By default if a DID match occurs on an inbound fax call the call is routed to the user whose DID number is dialed not diverted to the Faxes are sent to extension You can change this behavior and enable fax diverting by changing the registry setting DirectCallsUseFaxTarget See Appendix J of Installing Tele Vantage Whenever TeleVantage detects a fax signal on a trunk the call is automatically routed to the trunk s fax target station You can select a different station as the fax target for each trunk For instructions on how to configure specific trunk types to support fax routing see the sections on adding those trunk types later in this chapter Customizing fax routing If you have a bank of fax machines you can route faxes to the entire bank at once Whichever fax machine answers first receives the call To set this up add all the fax machine users to a workgroup see Creating a Workgroup on page 8 4 then select the workgroup as the fax target when defining the trunk see the rest of this chapter T
393. ital phone Busy Lamp Field for the system 7 31 Configuring Speed Dial and Call Forwarding on the phone 7 31 Configuring stations for special USC ee eeeeeeeeeeeneeeeeeeeeeeeeeeeeeeenes 7 32 Setting up conference room fax or area phones 7 32 Having a station automatically dial when picked up 7 32 Requiring user logon before a station can place external calls 7 33 Changing the offhook alert audio 0 0 eee ence eeeeeeeeetneteeeneeees 7 34 Creating null stations mamana nanana waa wwanwnaananaanasanaannana 7 34 Chapter 8 Managing WorkQroups cccccssssseeeeeeeeeeseeeeeeeeeeeeeeees 8 1 About Workgroups iam 8 2 Public and personal workgroupS esceeeeeeeeeeeeeeneeeeeeeeceeeeaeeeeeeeeees 8 2 Benefits Of using workgroups cece eeeeceeeeceeceeeeeeseeseaeeeeeeeeeaeeenees 8 2 Workgroups VIEW aan 8 3 Creating a WorkQroup eeceeeseecseeeeseeteeeeeeeneeeeaeeseaeeeeseeeeeneesseeeneees 8 4 Calling paging or picking up calls from workgroups 8 5 Assigning a DID number to a workgroup eee eeeeteeeeeneeeeeeeteeeees 8 5 Listing the workgroup in the dial by name directory 8 6 When no one answers a Call to a WOrKQrOUP mlaman naa nan unawaan 8 6 Associating the workgroup with an Organization 0 cee 8 6 Limiting the number of simultaneous rung phones
394. iting beep to sound and the user can press the call menu feature button to take the call The user can continue to add new calls in this manner and can switch between them using ViewPoint or the telephone commands Note When the user places outbound calls the highest numbered available PDN is used When incoming calls arrive the lowest numbered available PDN is used This provides a visual cue when multiple calls are being handled A user can add PDNs to his or her digital feature phone using ViewPoint Using SDNs A feature phone button set to an SDN is mapped to another user s phone giving them both access to the line When a call comes in to the target user s phone both that phone and the SDN ring and either user can pick up Any number of different users can have SDNs mapped to the same phone and they will all have access to the line Example An administrative assistant has an SDN mapped to her boss s phone When a call to the boss comes in it rings both the boss s phone and the assistant s SDN The assistant can answer and screen the call and put it on hold The assistant can then let her boss know who is on that particular line and the boss can take the call simply by picking up the phone and pressing the PDN light corresponding to the call on hold SDNs can be set using the Administrator only When assigning SDNs to a phone you should match the same number of PDNs on the target phone or you will miss calls on tha
395. its The following table illustrates some of the possibilities for defining the new number used by a routing rule The first column shows number patterns and dialed digits that match those patterns The second column shows New Number patterns that incorporate some or all of the dialed digits and the number that results from applying the new number pattern to the dialed digits Note The last example in the following table assumes that the U S is the country and 617 is the area code that was selected on the Location Settings tab of the routing rule s dialing service Match pattern New Number pattern Dialed digits Number produced by pattern INXXNXXXXXX NXXNXXXXXX 16173540600 6173540600 INXXNXXXXXX Nxx 5 11 16173540600 6173540600 INXXNXXXXXX 5 11 16173540600 3540600 1NXXNXXXXXX 5 6 7 8 9 10 11 16173540600 3540600 1NxxNxxxxxx 1 18005551111 1211 E 18005551111 1211 E 1Nxx 18002255288 1Nxx 4321 16173540600 18002255288 16173540600 4321 NXXXXXX 1010321Nxxxxxx 3540600 101032116173540600 NXXXXXX 161 7NXxXxXxXxx 3540600 16173540600 Setting dialing timeouts Dialing timeouts determine the delay between when a user finishes dialing a number and when TeleVantage places the call Some delay is necessary to make sure that the user has finished dialing and does not intend to enter additional digits There are two types of dialing timeout m Incomplete timeouts The
396. ive Settings Recording archive shared folder i tvaa0 recordings_archive_on_TV 330 on Add an archive time PO Add Run archive at these times 01 00 AM Remove m Televantage Servers enabled Name OO M TV14040 Add Remove a Cancel Starting and stopping the TeleVantage Recording Archive Service Important The Recording Archive Service must be running on the archive server in order for an automatic or manual archive to occur It is recommended that you set the Recording Archive Service to auto start according to the following instructions 1 On the archive server choose Start gt Programs gt Vertical TeleVantage gt TeleVantage Recording Archive Service Manager The TeleVantage Recording Archive Manager opens Service Start Continue I Auto start service Settings T 140 40 Stopped CHAPTER 12 MONITORING AND MAINTENANCE 12 43 2 Use the buttons to Start Continue Pause or Stop the Recording Archive Service manually Note If you pause the Archive Recording Service scheduled or manual archives will not start until you click Start Continue and the Service is running again If you click Pause while a scheduled or manual archive is in process the Service will show a status of Pause Pending until the archive has completed The status of the Service will then automatically be set to Paused 3 Select the Auto start service checkb
397. izard on the user s computer Then run the Wizard on the Server so that you create a single problem report package See Reporting distributed problems on page 12 63 Examples of distributed problems include m Problems with specific calls in ViewPoint or Administrator m Problems with specific voice messages in a ViewPoint Voice Messages folder m Call handling problems that involve ViewPoint or Administrator calls cannot be conferenced for example m User cannot make outbound calls from ViewPoint Reporting TeleVantage Server problems If you experience a problem with the TeleVantage Server run the Problem Report Wizard on the Server The Wizard automatically collects the required information from the Server including the appropriate Server logs Server log files are critical to successfully identifying and solving many problems Because these files can be large by default the Wizard collects Tele Vantage Server log information only for the period of time during which the problem occurred Important You can choose to include all the available Server log information when you run the Problem Report Wizard Be aware that doing this can result in a very large problem report package A large package can make it more difficult for your provider to identify the problem Therefore use this option described in the following procedure on a case by case basis and only if you need to capture as much history information as possible before
398. ization Check Organization and select an Organization to have calls to this workgroup logged with that Organization Calls must end at the workgroup to be logged with the selected Organization If the call proceeds to a user it will be logged with the user s Organization For more about Organizations see Using Organizations on page 11 2 Limiting the number of simultaneous rung phones You can use the advanced setting Server SimultaneousRingLimit to limit the number of phones that can be rung simultaneously to prevent ringing of very large workgroups for example with hundreds of phones For instructions on using Advanced Settings see Appendix J of Installing Tele Vantage ADMINISTERING TELEVANTAGE CHAPTER 9 MANAGING OUTBOUND CALLS CHAPTER CONTENTS About dialing services tees The Dialing Services vieW 0 2 0 cece ee Managing access codeS 0 eee Adding a dialing service 0 0 2 ete Using routing ServiceS 1 eee ae Setting dialing timeouts 00 000 c eee Setting up emergency dialing cece eee eee About dialing services Dialing services route outbound Tele Vantage calls over your trunks Users must select a dialing service to make an external call though this can be as simple as dialing 9 before the number By creating multiple dialing services you can intelligently manage your outbound trunk use and place the full variety of TeleVantag
399. k Order Order in which the dialing service s list of trunks is prioritized see The Trunks tab on page 9 13 for more information This column is blank for routing services because they always get their lists of trunks from other dialing services Deleting or disabling a dialing service Deleting a dialing service means that users can no longer use that dialing service when placing calls If you delete the last remaining dialing service assigned to a trunk you have in effect disabled that trunk for outbound calls ViewPoint contacts and routing lists that refer to the access code for the deleted service will not work until you specify an alternate access code see Changing an access code in users saved numbers on page 9 7 To disable a dialing service temporarily edit the dialing service and uncheck Enabled on the General tab CHAPTER 9 MANAGING OUTBOUND CALLS 9 5 Hiding dialing services You can hide a dialing service if you do not want users to see it in ViewPoint or dial it Hiding dialing services can be useful when you want to use them for testing purposes or make them available to users only through a routing service For example you can set up dialing services for each of several long distance carriers and then set up a single routing service that chooses the least expensive dialing service for each call You can then hide the dialing services for the individual carriers so that users can only make long di
400. k space Running the Problem Report Wizard from the command line You can run the Problem Report Wizard without having a TeleVantage application open by running it from the command line This can be useful for automatically creating scheduled Problem Report Wizard captures using the Windows scheduling service Run the file TVPRWizard exe located in C Program Files Common Files Vertical TeleVantage You can run the file in the following ways 12 64 ADMINISTERING TELEVANTAGE m Torun the PRWizard normally specify createcab Yes The PRWizard runs with whatever parameters you specify m Torun the PRWizard automatically do not include the createcab parameter The PRWizard runs in the background with a progress bar showing When running the Problem Report Wizard from the command line you can use any of the following parameters All are optional Parameter Description ealllogentry Specified Call Log entry from the Administrator or ViewPoint stations List of stations involved clientpackage Full path and filename of a client package to include includedatabase If Yes includes a database backup estimateddate Estimated date of occurrence estimatedtime Estimated time of occurrence exactdate Exact date of occurrence exacttime Exact time of occurrence rangestartdate Start date of log range rangestarttime Start time of log range rangeenddate End date of log range ran
401. l Notification tab 3 10 ADMINISTERING TELEVANTAGE 3 To enable e mail notification check Send e mail notifications using Select either MAPI or SMTP from the dropdown list If you selected SMTP fill in the SMTP settings fields with information provided by your e mail administrator or Internet Service Provider E mail Notification IV Send e mail notifications using SMTP x SMTP server Port 25 Sender name TeleVantage Sender address SMTP server requires authentication User name Password FO 4 Click OK E mail notification of voice messages will be available the next time the TeleVantage Server is started Enabling Microsoft Exchange synchronization 1 Be sure you have properly prepared your TeleVantage Server Exchange Synchronization requires MAPI even if your system uses SMTP for e mail notifications It also requires that Microsoft Outlook be installed and running on the TeleVantage Server computer See Chapter 3 of Installing TeleVantage for specific instructions 1 Choose Tools 5 System Settings The System Settings dialog box opens Choose the E mail Notification Exchange Synchronization tab Check Synchronize messages with Microsoft Exchange Then enter the following information m In Exchange Server name enter the name of the Exchange Server on your LAN m In Synchronization interval enter the frequency of synchronization in minutes The default is one minute 4 Click OK Micr
402. l Send voice messages as replies to voice messages received Report on all call logs Run the Call Log report on the Call Log of any user or queue When set to Disallow the default the report can be run only on the Call Log of the user logged in to the Reporter For instructions on running reports see the TeleVantage Call Center Administrator s Guide Return external calls when logged Use the 43 or 44 commands to call back a voice message in on a trunk from an external number when calling in from a remote location Send voicemail Record and send new voice messages directly to users voice mailboxes 6 52 ADMINISTERING TELEVANTAGE TeleVantage General User Permissions Permission Controls the ability to Show All tab in ViewPoint Extensions view See a tab in ViewPoint s Extensions view that shows all extensions in the system With this tab turned off the user can still see the filtered tabs such as tabs for workgroup or call center queue extensions Show menu bar in ViewPoint See ViewPoint s menu bar from which all commands can be chosen View call history See the History pane in the Device Monitor or the Call Log Administrator or ViewPoint Access View and use the specified features in ViewPoint s Options dialog box Tools gt Options Note Access external station settings also controls the 6 9 telephone command to set a new remote phone as an external
403. l Utility DMU which is supplied on the Tele Vantage master CD For instructions see Installing Intel Telephony Components The DMU wizard leads you through the process of testing your ISDN board and generates the file Outbound MCB txt in the Output subdirectory CHAPTER 5 MANAGING TRUNKS AND SPANS 5 23 2 Click the Tuning tab click Import select the Outbound_MCB txt file and then click OK Undefined ISDN CAS T1 E1 Span General Tuning Trunks Caller ID Settings Outbound Caller ID Parameter Alternate Called Number plan Alternate Called Number prefix Alternate Called Number type International Called Party Number Default Plan ISDN Called Party Number Default Type National DNIS wait time 2000 Dump call info No Facility feature or service Default Facility type Default Handle disconnect with audio Yes Minimum length of DNIS number 0 Overlapped DNIS No Send call proceeding No x Parameter description Numbering plan used for numbers that begin with Alternate Called Number prefix T Apply these settings to all ISDN PRI spans Import Restore Defaults This procedure updates all ISDN parameters based on their optimum value as determined by the DMU To undo the update click Restore Defaults The parameters on the Tuning tab return to their initial values You can also change each parameter individually by clicking the Value column Click OK on the Tuning tab when you are done Note The paramete
404. l calls and the routing service will automatically route the calls on the correct trunks for local and long distance You ll need three dialing services one for your local trunks one for your long distance trunks and a routing service Give the routing service the access code that users will dial for example 9 In the routing service set up a rule that sends calls dialed in the pattern Nxxxxxx to your local dialing service Set up another rule that sends calls with the pattern INxxNxxxxxx to your long distance dialing service Note that some long distance carriers don t recognize 800 numbers so you may need an additional rule to send digit pattern 1800Nxxxxxx to your local dialing service and similar rules for 877 888 and 866 numbers These additional rules should be listed first CHAPTER 9 MANAGING OUTBOUND CALLS 9 23 Restrict the outbound use of certain trunks to specific users A rule can be limited to specific users or Roles only enabling you restrict the use of a certain phone number dialing service or collection of trunks to those users You might use this feature if one organization sharing the Server has special dialing privileges or has ownership of several trunks To restrict a rule to a group of users either specify the individual users in the membership or create a Role containing the appropriate users and then specify the Role in the rule Schedule the use of different dialing services for the same number to imp
405. l if not enough digits were entered to make a valid number The default is 8000 milliseconds 8 seconds m Internal dialing ambiguous timeout Number of milliseconds before Tele Vantage places an internal call when further valid digits could be entered The default is 3000 milliseconds 3 seconds Choose the External Dialing tab to modify timeouts for external calls calls involving an access code Adjust the following fields as needed Dialing service incomplete timeout Number of milliseconds before Tele Vantage times out on an external call if not enough digits were entered to make a valid number The default is 8000 milliseconds m Dialing service ambiguous timeout Number of milliseconds before Tele Vantage places an external call when further valid digits could be entered The default is 3000 milliseconds Click OK 9 36 ADMINISTERING TELEVANTAGE Changing timeouts with analog or Robbed Bit T1 lines If users intermittently hear Number not available when they dial out on analog or Robbed Bit TI trunks you may want to consider increasing the Dialing service ambiguous timeout by half second intervals This problem does not occur on ISDN or IP lines If you increase this timeout by too much however users can miss the beginning of the audio signal at the target if the called party answers immediately for example a company auto attendant If this problem occurs you can do any of the following m Reduce the di
406. l recording TeleVantage deletes the oldest call recording in the mailbox to make room for the new recording Only call recordings can be deleted by this method TeleVantage never deletes voice messages in this way To exempt internal calls so that only calls involving a trunk are recorded check Do not record internal station to station calls If unchecked both internal calls and calls involving a trunk are recorded Use the Do not record calls while these are in the call list to exempt users or roles from system call recording You can exempt any of the following entities m Users The system does not record any call while an exempted user is a participant 4 6 ADMINISTERING TELEVANTAGE If an exempted user joins a conference call that is being recorded the recording pauses as long as the exempted user is in the call If the exempted user leaves the conference the recording resumes m Roles The system does not record any call while a member of the role is a participant m Queues The system does not record any queue call When a queue call is transferred to a user who is not an agent in the queue it ceases being a queue call and recording of it begins To exempt a user role or queue from system call recording click Add Make your selection in the System Call Recording Exclusion dialog box and click OK 8 When you are finished adding exemptions click OK Including a beep on call recordings You can include a regula
407. l stations Chapter 6 of Using Tele Vantage contains instructions for using external stations In general an external station behaves identically to an internal station However users should know the following m Ifyou checked Interpret as Flash for a user see Configuring station behavior external station on page 7 12 you should tell the user to press whenever they would press Flash to use a Tele Vantage feature If you have unchecked Interpret as Flash you should tell the user that Flash based telephone commands are not available for them m Users with non IP phones must call the office and log in to place outbound TeleVantage calls from the phone See Using Tele Vantage for instructions If the user has problems placing calls from ViewPoint Users with external stations that connect to an external telephone number for example a home or cell phone might find that when they hang up their external station and then immediately place a new call using ViewPoint their phone does not ring to connect them to the call This is due to the typical 10 15 second delay before the phone company sends a disconnect message to the other end of a call so Tele Vantage believes the external station to be still off hook You can solve this problem by checking Disconnect when idle on the Phone tab of the User dialog box which will cause TeleVantage to immediately release the trunk when the caller hangs up See Configuring a user s extern
408. l x numbers except those starting with Permissi Disallow Disallow Allow Allow Add Edit Delete PAKT Cancel Help In this example the rules are applied in this order longest to shortest 1330531 allow 1440674 allow 1800 allow 011 disallow 1 disallow The following numbers are allowed 1 330 531 1234 1 800 123 4567 731 4521 in the local area code The following numbers are disallowed 1 347 555 1212 1 330 532 1212 011 44 181 555 1212 CHAPTER 9 MANAGING OUTBOUND CALLS 9 21 Using routing services If you have created several different dialing services you may be able to simplify dialing for your users by creating a routing service A routing service is a special type of dialing service that routes the number dialed to other dialing services The routing service can choose how to route a call based on the phone number dialed the time of day or day of the week or the user placing the call By using routing services you can do the following m Allow users to dial a single access code for example 9 for all their phone calls Routing rules can automatically determine the best dialing service for a given call and are not limited to a single type of trunk This includes intelligent routing of SIP and H 323 calls Automatically route a call to trunks on an alternate dialing service when all the trunks of the preferred dialing service are in use Prevent certain users from dialing
409. le to devote GB to call recordings set the user s voice mailbox to 2185 minutes See Configuring the user s voice mailbox on page 6 18 2 Configure system call recording to automatically delete the oldest call recording when the mailbox is full See Recording all calls on page 4 6 Call recordings and voice resources Call recording involves one additional voice resource for each call being recorded For example if your system has 5 trunk calls and 8 internal calls occurring at the moment 13 extra voice resources are required to allow for call recording Including a reminder beep on call recordings also uses one voice resource shared across all calls Note TeleVantage does not use dedicated trunk voice resources for system call recording Before beginning to record all calls you should make sure that your hardware configuration includes enough voice resources to meet the increased demand For a more in depth discussion of voice resource usage see Installing Intel Telephony Components Call recordings beeps and conference resources Adding reminder beeps to a two party call requires three conference resources one for each party and one for the reminder beep This can significantly increase conference resource usage For a more in depth discussion of conference resource usage see Installing Intel Telephony Components CHAPTER 4 RECORDING ALL TELEVANTAGE CALLS 4 5 Recording all calls Use the following procedu
410. le Vantage for more about advanced settings The Security Permissions tab The Security Permissions tab lets you define permissions and roles for the user For an explanation of all the user permissions see Tele Vantage permissions on page 6 50 Before assigning permissions Before assigning permissions and roles to users set up the roles the way you want see Managing roles on page 6 46 A role is a template enabling you to apply the same group or collection of permissions to multiple users so by setting up roles in advance you can save time in giving each user the permissions he or she needs CHAPTER 6 MANAGING USERS AND ROLES 6 31 Assigning a user s permissions A user s permissions determine which TeleVantage views and features he or she can use To assign permissions do the following 1 Assign the user to a role if necessary A role is a collection of permissions By default new users belong to the Users role To assign the user to a new or different role click Change See the next section for instructions Note A quicker way to assign batches of users to a role is to edit the role See Assigning users to a role on page 6 47 You can assign a user to more than one role If the roles permissions conflict the most permissive setting is used For example users who belong to both the Users role and the Administrators role have their permission for Place external calls when logged on via a
411. le called for example Area Phones Set the permission Place external calls from a station to Disallow See Managing roles on page 6 46 2 For each area phone in your office create a placeholder user named after the phone for example Conference Room 1 Waiting Room and so forth Give each placeholder user the station ID of the corresponding area phone Assign the placeholder users the Area Phones role only See About adding users on page 6 2 CHAPTER 7 MANAGING STATIONS 7 33 The area phones now cannot place external calls unless a TeleVantage user logs on The following optional steps prevent the area phones from placing internal calls as well without user logon 3 Create an auto attendant whose only menu choice is the User login action Uncheck Process all other digits as user extensions See Setting up an auto attendant on page 10 6 4 Double click each placeholder user to edit it On the Phone tab enter the auto attendant s extension in On offhook automatically speed dial After completing steps 3 and 4 the area phones are configured so that when someone picks one up he or she is automatically connected to an auto attendant at which logging on is the only option To place calls users would pick up the phone dial the auto attendant s key for logon by default followed by their extension and password followed by then the number they want to dial Changing the o
412. leave room for them in your numbering of the span Send inbound calls to Select the auto attendant user or IVR Plug in that answers all inbound voice calls on the trunks in this span m Connect inbound calls Whether or not to use Delayed Answer on this span For more information see Using Delayed Answer on page 5 8 m H 323 listener port The port used by the H 323 span to listen for incoming Internet traffic By default it is 1720 You can change the port number for example to increase your Internet security since 1720 is the standard listener port or to avoid conflicts with another application already listening at the port 3 Click the Trunks tab and specify how trunks in this span are used Accept inbound calls If checked the trunks are used for inbound calls m Allow outbound calls If checked the trunks are used for outbound calls 4 Click the Codecs tab and review the default codecs used by this span for all inbound calls and as dialing service defaults for outbound calls If you must change TeleVantage s default codec list see the next section Modifying H 323 span codecs Note You can override the default span codecs when you set up a dialing service that CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 7 allocates trunks in this span see The Codecs tab on page 9 15 5 If necessary use the Tuning tab to fine tune your H 323 span for the best connection See Appendix H of Installing T
413. lement least cost routing For example you have three different carriers for long distance calls One is the least expensive during business hours one during the evening hours of business days and one during nights and weekends You can set up three dialing services for the three carriers In your routing service create three routing rules Each routing rule matches long distance numbers but is in effect only during the specified time period Each rule routes calls to the appropriate dialing service for the lowest price Route long distance calls over an H 323 Gateway so that they are made as local calls from a remote TeleVantage Server For example you are in the New York office Your company also has an office in Boston Your New York users make many calls to a Boston area code 617 You can set up an Internet to Phone Number dialing service named Call Through Boston that routes calls over the TeleVantage Server in Boston You can then create a routing rule that matches numbers with the 617 area code 1617Nxxxxxx and routes the calls to the Call Through Boston dialing service Perform least cost routing by selecting the least expensive dialing service for a given phone number and time For example you might have two different carriers for long distance calls One carrier is the least expensive during business hours and the other is the least expensive during evenings and weekends You can set up a dialing service for each of the two carriers
414. lephony Components configured an Internet Address dialing service and assigned it an access code users can place calls to H 323 terminals such as NetMeeting from ViewPoint or using the phone Note Users who call NetMeeting terminals might hear an echo on the line To avoid the echo the NetMeeting user must use an echo cancelling microphone NetMeeting is included with Windows 2000 or later To download NetMeeting for other operating systems 1 Goto www microsoft com downloads 2 Select NetMeeting from the top list select your operating system from the bottom list and then click Find It To allow TeleVantage users to place calls to Microsoft NetMeeting or other H 323 terminals 1 In the TeleVantage Administrator create an Internet Address dialing service see Adding a dialing service on page 9 9 2 Assign the service a name and an access code for example Internet and 71 Placing calls to NetMeeting from TeleVantage ViewPoint Users can place Internet calls from anywhere in ViewPoint that allows them to enter phone numbers For example users can place Internet calls from the Place Call To dialog box when they are adding a contact or adding a routing list action or when forwarding their calls Users select an Internet Address dialing service and then enter the IP address or DNS host name of the computer that is running NetMeeting For example if a user enters either namemycomputer mycompany com or 12
415. lephony board supports Important If you plan to have both H 323 and SIP spans on the same system make sure you have enough host based RTP resources on your Internet telephony board s to cover both When allocating IP resources TeleVantage allocates them to H 323 trunks first then allocates the remainder to SIP trunks Note After adding Internet trunks to a span you must restart the computer If the trunks fail to appear delete the span and add the span again Then restart the computer CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 5 Use the following procedure to add a H 323 span Choose Trunks gt New Trunk gt H 323 Span A new H 323 Span dialog box opens Undefined H 323 Span General Codecs Tuning Trunks RTP Resources H 323 span number R Span type fHostbasedstack n IP address 20779151 Description Uo Number of trunks po Starting trunk number boo This span maps to trunks 5 through 24 Send inbound calls to Default Auto Attendant 8000 Connect inbound calls Immediately when received 3 H 323 listener port fi720 2 On the General tab specify the following information for the span m H 323 span number The number of the H 323 span starting with 1 Note that this number has nothing to do with boards or SIP spans If you have a second H 323 span it should be numbered 2 Span type Select one of the following m Host based stack The protocol stack
416. les are case sensitive For example upper case N and lower case n would be interpreted as two different variables Adding custom routing variables Routing rules use a set of variables to define the phone numbers to be matched As explained previously by default the system defines the routing variables N x and You can define additional routing variables that match individual digits or combinations of digits such as area codes or exchanges For example if you are in the 617 area code and calls to the 617 781 and 508 area codes have the same low cost over certain trunks you can create a new routing variable AAA that matches the digit sequences 617 781 and 508 By using the AAA routing variable for example in a 1AAANxxxxxx match pattern you can match calls to any seven digit phone number in these three area codes Doing this would enable you to consolidate your handling of 617 781 and 508 calls in a single routing rule 9 32 ADMINISTERING TELEVANTAGE To add a routing variable 1 Click Variables on the Routing Rules tab see page 9 28 You can also choose Tools gt System Settings and click the External Dialing Routing Variables tab External Dialing Routing Variables 23456789 x 0123456789 Category Call Data a Organizations Business Hours Licenses Dial by name Directory E mail Notification Security Audio Call Log and Trunk Log Internal Dialing External Dialing ISDN Outbound Caller ID zl
417. lick Load Template on the signaling tab Select the template to apply click Open and then click OK Note If you have installed the Robbed Bit T1 Experimenter to a directory other than the TeleVantage Administrator s directory you must look for the template in that directory You can also export the current signaling definitions shown in the tab for example to use in another span Click Save as Template and specify the path and filename To edit signaling definitions applied from a template see the previous section Adding a digital ISDN or CAS span Before adding an ISDN span see Appendix B of Installing Intel Telephony Components for information on configuring your ISDN trunks Enabling DM3 ISDN trunks after upgrading If you have upgraded from a previous version of Tele Vantage and have IP trunks defined ISDN TI and E1 trunks from Intel DM3 boards are not automatically detected and are not recognized when you try to create a new ISDN T1 E1 Span If you have DM3 ISDN trunks on your system that are not being detected when you create an TV ISDN T1 E1 span do the following 1 Select Trunks gt Enable DM3 ISDN Trunks or click the following toolbar button 5 7 Enable DM3 ISDN Trunks Restart the TeleVantage Server Using the Administrator edit your SIP or H 323 spans and change the starting trunk number for each of them to match the new trunk numbers shown in the Device Monitor You need to do this because DM3 T1 E1 spans a
418. list This string will be used to dial all calls to this city or area code that do not match any of the exceptions that you define In this example the default dialing rule for the 617 area code has been defined Click Apply to save the default dialing rule 3 In Number enter the exchange within the selected City Area code that requires a dialing exception Select the Dial string to be used for calls to this exchange from the CHAPTER 9 MANAGING OUTBOUND CALLS 9 17 dropdown list In the following figure the dialing exception for the 235 exchange has been defined Please specify a dialing exception where TeleVantage will transform a phone number with a unique city area code and or number into a number that can be dialed in this area City Area code Number Dial as 617 z 235 For example dialing 1 617 235 1234 will call 1 617 235 1234 cont woo teo Click Apply to save the dialing exception You can define several dialing exceptions for a city or area code to cover different exchanges Continue to enter exchanges for which dialing exceptions are needed When you are done click OK The Dialing Exceptions tab displays the default dialing rule and the dialing exceptions you defined E E Phone number Phone Number Service x General Trunks Location Settings Dialing Exceptions Permissions City AreaCode Number Dial As default E 235 1 617 235 You can continue to add default dialing rules f
419. llowing procedure to back up the Tele Vantage database and other critical files 1 Optionally stop the TeleVantage Server as described in Shutting down the TeleVantage Server on page 12 56 Stopping the Server is not necessary but ensures that the database and voice files match because voice messages cannot be left while the system is stopped Choose Tools gt Backup Database Click OK to confirm the backup The TeleVantage Administrator creates a backup copy of your TeleVantage database and also copies your current TeleVantage registry settings to a TVServer reg file Copy the following files to tape or to another disk If your TeleVantage 5 0 system was a new installation m C Televantage Server Data Backup Tvdb dmp m C Televantage Server Data Backup TVServer reg If you have had your TeleVantage system since version 3 5 or earlier m C MsSQL7 Artisoft Backup Tvdb dmp m C MsSQL7 Artisoft Backup TVServer reg Copy the contents of the following directory and all its subdirectories to tape or to another disk The default location is C Program Files TeleVantage Server Vfiles Note Be sure to include Temprecs and its files You must also back up the file C Program Files TeleVantage Server account code accountcode txt by backing it up to a safe location on a regular basis Note For instructions on moving a backup of the database or voice files see Changing special TeleVantage directories on page 12 53 Re
420. lls 00 020000 00 About SIP off bus routing 0 0 0 2 SIP standards supported by TeleVantage 20 0000000 About SIP telephony and TeleVantage Developed by the Internet Engineering Task Force IETF specifically for Internet use SIP Session Initiation Protocol is a standard protocol for VoIP communication SIP enables IP communication with other SIP compatible devices including SIP phones SIP servers for free dialing such as www freeworlddialup com SIP carriers such as www broadvoice com and SIP applications such as Microsoft Windows Messenger For technical details on TeleVantage s SIP implementation see About SIP off bus routing on page 14 46 and SIP standards supported by TeleVantage on page 14 49 Licenses spreadsheet The spreadsheet IntelRTPResourceNeeds xls located in your TeleVantage Administrator directory by default C Program Files TeleVantage Administrator can help you plan the number of Intel RTP and TeleVantage trunk licenses you need for your configuration C New Televantage Report Sa Export without Macros Report Options Refresh Report A3 a Peak Phone Usage ENNA B Cc D Intel Resource Requirements bl SIP phone counts and usage SIP PSTN and remote SIP Serve
421. longing to this span If your system also has analog trunks the analog trunks must have the lower trunk numbers so if you have not added them yet leave room for them in your numbering of the span m Connect inbound calls Whether or not to use Delayed Answer on this span For more information see Using Delayed Answer on page 5 8 m E1 protocol If you selected E1 CAS as the Protocol type enter the PDK protocol for your country in the format pdk cc r2 io where cc is the country code of your country For example in Mexico you would enter pdk mx r2 io Older formats of cc r2 io are also accepted You must enter a PDK protocol that is supported by TeleVantage To see what PDK protocols are available look in C Program Files Dialogic CFG Each supported PDK protocol has a corresponding CDP file in that directory 5 20 ADMINISTERING TELEVANTAGE 6 Click the Tuning tab and optimize your ISDN settings as needed See Optimizing your ISDN settings on page 5 23 Click the Trunks tab and set the default values for the 24 trunks that will be created in this span You can then change these values for each trunk individually See Entering trunk defaults for a span on page 5 32 Use the Caller ID Settings tab and Outbound Caller ID tab to set the values for your location and Caller ID formats See Setting location and Caller ID settings on page 5 25 Click OK to add the span to your configuration Note ANI DN
422. ly Alert the user that the pager number might be incorrect or that pause characters should be added to the dial string CHAPTER 12 MONITORING AND MAINTENANCE 12 25 129 Error Server attempted to load a T1 E1 ISDN CAS span but could not find the Dialogic GlobalCall Package If you plan on using a T1 E1 ISDN CAS span please reinstall the Dialogic Drivers and make sure you have selected the GlobalCall package 130 Error Disabling Exchange Server synchronization Unable to connect to database TeleVantage could no longer access the SQL Server database and disabled Exchange Server synchronization 131 Error Failed to reset station N Please restart the server 132 Error Ring failed on station with error 14 Please restart the station 133 Error Device is not responding restarting TeleVantage was unable to open the Dialogic device and is automatically restarting it 134 Error Unable to offer call to IVR Plug in lt ProgID gt Reason lt reason gt Started the IVR Plug in but OfferCall failed 135 Error CallPlaced Event failed IVR Plug in lt ProgID gt Reason lt reason gt Failed to hand off and outbound call to an IVR Plug in 136 Error Unable to start IVR Plug in lt ProgID gt Reason lt reason gt 137 Error Device is not responding The trunk or station has stopped responding to events Try restarting it 138 Error Email notification th
423. ly to calls placed from ViewPoint When placing a call using the telephone you must dial it with the correct area code usage Note If you did not check Dial local numbers without area code you usually do not need to specify dialing exceptions Dialing exceptions are used to only to convert numbers entered into ViewPoint and callback numbers from Caller ID Dialing exceptions do not affect manually dialed numbers The Dialing Exceptions tab displays dialing exceptions created so far If these settings are incorrect calls dialed automatically to local exchanges will be dialed as long distance calls To enter dialing exceptions 1 Click Add to create a new dialing exception or Edit to modify an existing one The Dialing Exception dialog box opens Untitled Dialing Exception Please specify a dialing exception where TeleVantage will transform a phone number with a unique city area code and or number into a number that can be dialed in this area City Area code Number Dial as er dh a For example dialing 1 617 555 1234 will call 555 1234 coca soo to For information about importing and exporting dialing exceptions see Exporting and importing dialing exceptions on page 9 18 2 In the Dialing Exception dialog box add a default dialing rule for each city or area code for which you want to define exceptions m City Area code Enter the city or area code m Dial as Select a dial string from the dropdown
424. m Based on the caller s auto attendant choice set a variable called Product to the name of the product that the caller is calling about For example callers who press 1 have Product Widget while callers who press 2 have Productz Advanced Widget When users answer the calls they see the product name in the Call Monitor in a column labeled Product Based on contact recognition set a variable called Priority to a higher number for VIP callers to a call center queue For example a normal caller has Priority 1 while a VIP caller has Priority 10 VIP callers are automatically bumped closer to the head of the queue Note Custom data variables are case sensitive Using custom data variables is a two step process as follows 1 Defining a custom data variable 2 Setting the value for a custom data variable These steps are described in the following sections CHAPTER 11 TRACKING AND DISTINGUISHING CALLS 11 13 Defining a custom data variable You can define as many custom data variables as you want 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Choose the Call Data Custom Data tab which lists the custom data variables created so far Sarver SSE SE ga nasaang Call Data Expected wait time Long The expected wait time Account Codes Number of people ahee Long 7 The number of callers a Custom Data Organizations Business Hours Licenses Dial by name Director
425. m on page 15 26 for several seconds A slider will appear with a light and dark square on either end when it does lift off the keys and then use and to darken and lighten the contrast These phones also include a number of feature keys preprogrammed for TeleVantage features Your Polycom IP phone may come with keycaps that show functions that do not apply to the TeleVantage version of the phone You may want to replace these keycaps with then blank keycaps that should have also been included with the phone If you received no blank keycaps contact the reseller where you purchased the phone to acquire them CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 25 The key mappings for TeleVantage are shown beside each key on the following diagram The table below shows the functions of all of the key Some of the keys have been mapped to TeleVantage telephone commands the telephone command key sequence is also listed Check the diagram carefully for the number corresponding to each key Telephone commands Function Description equivalent 1 6 Screen setup Move around and N A keys edit setup screens Sets the user s 7 Do Not Disturb Personal Status to 612 Do Not Disturb Sets the user s 8 Available Personal Status to 611 Available 9 Flash Flash hook key lt Flash gt or 15 26 ADMINISTERING TELEVANTAGE Telephone Key commands number Function Description equivalent Press
426. mail notification oo ee ee eee eee cneeeeeeeeteeeeaeeaeeeaeteeteteaees 6 21 Setting pager notification eee ceeeeeeeeeeeeeeeeeaeeaeeeaeeeeseeeaees 6 22 Setting call notification anan ee eeeaeeeeeeeeeaeeaeeeaeteesneteaees 6 22 Scheduling notifications eee eeeeseeeeceeeeeeceeeeeeeeeseeeeeeeeeeeees 6 23 Defining a schedule for notifications eee eeeeeeeeeeeeeeeeeeeeeeees 6 24 Setting up custom NOUNS eee eee naawa nanawna wan awananananunananasnsanasansana 6 26 The Phone tabs icien INN ANA 6 27 The Auidio tabi NAAN NANANA 6 28 Setting the storage size for greetings and voice titles 6 28 Choosing a language for telephone prompts lana annnwnawwnana 6 28 The Audio Hold Music Voice Title and Disk Usage tabs 6 29 Setting the user s hold MUSIC u LL a eee eee nna wan wwnnanananunananasananasuwsana 6 29 Recording the user s voice title 0 0 eee eee ceeeeeeeeeneeeeeeeeeeeteeeeees 6 29 Viewing the user s disk usage 1 2 umaasa awnwwanaanawananaawnawaauasawaan 6 29 lhe Security tabi aaa aaa maana 6 30 Configuring password Expiration eee eee eeeeeeeeeeeeeeeeeeeeeneteaees 6 30 Configuring whether the user s calls can be supervised 6 31 The Security Permissions tal eee eeeeeeeeeeeeeeeeeeeeeeeeeneeeeeeeeees 6 31 Before assigning permissions eee eeeeeeeeeeeeeeeeeeeteeeeaeeeeeeeeees 6 31 Assigning a user s permissions ce eeeeeeeeeeeeeeeeeeeeeeetne
427. may need further configuration changes to properly traverse a NAT firewall Some of these configurations must be made at the NAT firewall device Others you make using the NAT Firewall tab of the SIP span Undefined SIP Span General Codecs NAT Firewall Inbound Authentication Inbound Request Handling Turing Trunks m Local NAT Firewall traversal Local network mask PO NAT IP address a Add rport parameter To norocal requests gt Keep alive interval fo Remote NAT traversal Symmetric request route mode Symmetric address and pot Symmetric network mask 192 168 0 0 16 172 16 0 0 12 10 0 0 078 Keep alive interval feo Cancel Help There are two scenarios in which SIP configuration for a NAT might be needed m TeleVantage itself resides behind a NAT and must communicate with one or more remote SIP end points for example a PSTN gateway device or SIP provider m Remote SIP end points for example SIP phone external stations reside behind a remote NAT such as a SOHO router at a home or branch office and must communicate with the TeleVantage Server CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 43 TeleVantage residing behind a NAT firewall Vertical recommends that a SIP span be configured with either a public IP address or a domain name This minimizes possible configuration issues with other SIP devices and end points If it is necessary to run TeleVantage on a private IP
428. mber from the phone 1 Press Redial 2 Press the Call Forwarding button that you want to set The LCD if you have one says Enter Number Enter the call forwarding number Press Redial Configuring stations for special use This section describes special station configurations for phones other than normal user phones Setting up conference room fax or area phones All stations must be assigned to a user even phones that are not associated with an individual in the workplace such as a conference room phone To represent such phones create placeholder users called Conference Room 1 Mail Room Sales Fax Machine and so forth and assign the stations to them Having a station automatically dial when picked up You can configure a station to automatically dial a number whenever it comes offhook You might want this feature in the following situations m A lobby or waiting room phone that automatically calls the Operator m A hotline phone that calls a key person like the company president m Phones that call an IVR Plug in You can use this feature to set up information kiosk phones that play messages in response to caller questions You can configure the station to dial any TeleVantage extension or external number To configure a station to automatically dial when picked up 1 In the TeleVantage Administrator go to the Users view and double click the user whose station you want to configure If
429. me user information 3 Check SIP server is also a SIP Registrar if the external SIP device service is a Registrar SIP Registrar servers are those capable of receiving REGISTER updates to keep track of changes in end user location If checked TeleVantage users with SIP accounts can register with this SIP service to have their SIP calls routed to TeleVantage Note Sipura devices are not Registrars and should have this field unchecked After checking the field define how the Registrar accepts REGISTER requests as follows m Send REGISTER via SIP service Select a SIP Address dialing service that TeleVantage will use to send REGISTER messages to the SIP Registrar Note that this dialing service is used only to send the REGISTER requests and not for outbound calls via a PSTN gateway or ITSP For more information on dialing services see Chapter 9 m REGISTER expires Enter the length of time in seconds before the REGISTER update expires and the SIP Registrar reverts to the default end user location The default is 3600 one hour m Retry interval For cases where a REGISTER request fails enter how many seconds TeleVantage waits before trying again The default is 60 one minute CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 35 Inbound tab How TeleVantage treats incoming calls from PSTN gateways or SIP services that deliver PSTN calls like www broadvoice com Cy Identify inbound calls from SIP server using SIP serve
430. me you assign a new station ID to a user you consume one station license except for external stations which do not consume station licenses If you try to save a user with a new station assignment and the system does not have a free license you will be unable to save the user You may encounter this problem if someone has reserved station licenses for use with IVR Plug ins See Installing Tele Vantage Assigning a DID number You can assign a DID number to a user from the block of numbers provided by your telephone service provider When TeleVantage recognizes this number as the final digits on an inbound call the caller is automatically connected to this user bypassing the main auto attendant To assign multiple DID numbers to a user separate each number with a comma For more information about DID see Telephone company services that help TeleVantage on page 5 5 Creating a password Enter a numeric Password that controls access to the user s voicemail and account options This password also allows the user to log on to ViewPoint The user s password can be changed either on this tab or in ViewPoint Retype the new password in the Confirmation field Important Assigning secure passwords is one of the key means by which you can protect your business from unauthorized access and lost money due to toll fraud See Appendix of Installing Tele Vantage User passwords must conform to your system s password requirements Se
431. messages For it to function you must specify a voicemail access code in Tele Vantage and enter that code in the SIP phone s configuration If you enter an all numeric code then any TeleVantage user can dial it as a quick way of reaching his or her voicemail account from his or her extension Dialing the code takes the user straight to the password prompt bypassing the extension prompt If you enter a code containing letters then it is used only for SIP stations and cannot be dialed by users To specify a voicemail access code in TeleVantage 1 Choose Tools gt System Settings and click the Internal Dialing tab 2 Under voicemail access enter a code either a number that can be dialed by all users or an alphanumeric code used only by SIP stations 3 Click OK To enter the voicemail access code in the SIP phone s configuration See the appropriate section in this chapter for the brand of SIP phone Configuring a Vertical Aastra SIP phone for TeleVantage TeleVantage supports Vertical Aastra SIP phones including the use of voice first answering page and intercom calls This section describes how to install and configure a Vertical Aastra SIP phone for use with TeleVantage Before installing a Vertical Aastra SIP phone make sure you have done the following m Configured the system for SIP as defined in the previous steps in this chapter See Configuring TeleVantage for SIP on page 14 2 m Installed and enabled a TFT
432. ministrator CHAPTER 2 THE TELEVANTAGE ADMINISTRATOR CHAPTER CONTENTS About the TeleVantage Administrator cee eee eee 2 2 The Administrator interface 00 e eee 2 3 Customizing columns 0c c cece eee eee 2 9 Working with voice files ects 2 9 About the TeleVantage Administrator The TeleVantage Administrator is a Microsoft Windows application that lets you configure monitor and manage your TeleVantage system from m Any PC on your LAN m Remotely over the internet using VPN m Remotely over the Internet using Windows Remote desktop or Windows terminal services For a list of Administrator functions see The Administrator interface on page 2 3 This chapter describes logging on to the Administrator using the interface of the Administrator and performing basic actions in the Administrator Important Some changes to user and system settings made using the Administrator do not take effect immediately The system will recognize changes within 5 minutes of their being made Logging on to the Administrator For information about logging on to the Administrator using command line options see Appendix A 1 Choose Start gt Programs gt Vertical TeleVantage gt TeleVantage Administrator The Log on dialog box opens 2 If you want to change your default TeleVantage Server or associated phone station ID click Options to view the expanded dialog box User name fAdministra
433. moved to a subdirectory on the TFTP server edit this field to specify c Rename this file to be the 12 digit MAC address of the phone found on a sticker on the back of the phone or to 000000000000 cfg as a default CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 21 4 Edit Ipmid cfg to change the SNTP time server and the GMT offset parameters as follows In the TCPAPP field edit the tcplpApp sntp address field and enter a valid time server IP address Also edit the teplpApp sntp gmtOffset field to reflect the proper GMT offset for your time zone This value is listed in seconds These are the only files that you need to edit However if you need to change the codec used by the phones when communicating over IP to Tele Vantage or modify the feature key mappings on the phone you will need to edit other configuration settings See Sample configuration files on page 15 29 for samples of each of the configuration files Note Supported codecs are G 711 ALaw and MuLaw and G 723 1 G729 has not received extensive testing Configuring the Polycom IP phone The configuration of the Polycom phone can only be done when rebooting the phone or when it is first plugged in To reboot the phone hold down the buttons labeled Volume Volume Hold and Voicemail at the same time for several seconds These are buttons 8 10 11 and 12 on the diagram on page 15 26 Note For TeleVantage these buttons may be labeled Volume Vol
434. mple Thank you for calling Barchetta Industries m Menu prompts Each menu prompt recording tells callers about a single option For example For Sales press 1 You must record each such prompt individually and specify the sequence in which you want the auto attendant to play them Note Callers do not have to wait for a menu prompt to press the key for it They can press the key as soon as they reach the auto attendant This can be useful for pressing multiple keys quickly in cases where one menu choice leads to another menu The Default Auto Attendant When TeleVantage is installed all incoming trunk lines are assigned to the Default Auto Attendant at extension 8000 The Default Auto Attendant is also assigned to any new trunk that you add You can change these assignments at any time The Default Auto Attendant plays a greeting and offers the caller the following options m Dial any TeleVantage extension m Press 9 to access a dial by name directory m Press 0 to transfer to the Operator m Press to log in to TeleVantage If three seconds pass after the greeting has played without the caller pressing a key the call is transferred to the Operator CHAPTER 10 HANDLING INBOUND CALLS 10 5 The 8000 extension and dialing services The default auto attendant s extension of 8000 means that there will be a short delay when dialing 8 as a dialing service To use 8 as a dialing service without the delay in dialing change t
435. multiple calls continue to ring until they are answered without being diverted By default the maximum ring duration is 120 seconds but you can increase the maximum to 999 seconds by editing the MaxRingDuration advanced setting See Appendix J of Installing Tele Vantage Setting up workgroups for the Operator To make it easier for the Operator to transfer calls to different departments you can set up a separate workgroup for each department in your system The Operator s Call Monitor will then display a tab for each department and the Operator will be able to see a list of people in a specific department by clicking on the appropriate tab See Chapter 8 Managing Workgroups for details about setting up workgroups CHAPTER 6 MANAGING USERS AND ROLES 6 5 Configuring a system without an Operator If you choose not to have a person act as an Operator in your system the Operator extension still receives calls whenever callers press 0 from within the system Even if the Operator user s extension has no station associated with it voice messages left by callers are saved in the Operator user s mailbox If you do not want this to happen create a new routing list for the Operator user that has a single action transferring calls to another extension such as an auto attendant For instructions see Using Tele Vantage Setting up multiple Operators To define multiple Operators for example for multiple businesses that share
436. n 171 Warning Cannot communicate with your lt name gt Server due to a problem with system DCOM settings 12 30 ADMINISTERING TELEVANTAGE 172 Warning Windows networking settings have been updated so the lt named gt workstation applications can operate properly You must restart your computer before the new settings will take effect 173 Informational Server is configured to ignore all telephony devices To detect telephony devices choose Tools gt System Settings click the Server tab and uncheck Server should not detect devices during startup 174 Warning Device N State Changed Reason lt name gt 175 Error Exchange server synchronization failed for user lt name gt The listed user has an Exchange mailbox that matches more than one entry on the Exchange server Edit the user and specify a unique mailbox name 176 Error TeleVantage is unable process email because it cannot connect to the database TeleVantage could not connect to the database after 10 attempts Possible reasons include email notification and or Exchange synchronization may not be working properly 177 Error Missing language file lt name gt 178 Error No voice resource available for hold audio source N No hold audio will be played 179 Error No files for hold audio source N No hold audio will be played 180 Error Unable to open file lt name gt for hold audio source N File will be skipped 181 Warnin
437. n For more information see Using Delayed Answer on page 5 8 m Listener port The port used by the SIP span to listen for incoming SIP traffic By default it is 5060 You can change the port number for example to avoid conflicts with another application already listening at the port m Synchronize phone configuration settings Check this field if you will be using Vertical Aastra SIP phones and have already installed a TFTP server such as the Tftpd32 TFTP server included with TeleVantage to manage their configuration You must install a TFTP server before checking this field See Chapter 17 of Installing Tele Vantage for instructions CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 5 9 When Synchronize phone configuration settings is checked changes made to the SIP span or SIP stations in the Administrator will automatically create and update the Aastra cfg and lt mac gt cfg files instead of your having to manually edit them The SIP phones will be updated with the new configuration the next time they are reset After checking the field enter the path of the TFTP server root directory in TFTP server root directory or click H to select the directory Important Be sure to specify the path in UNC format for example PCName TFTP Directory where PCName is the name of the PC on which the TFTP server is installed This enables the use of the TeleVantage Administrator from any PC on the network Do not use a stan
438. n Use trunks in this order choose one of the following Bottom to Top Trunks are allocated starting at the bottom of the list each time If a trunk is busy the next trunk up is allocated m Top to Bottom Trunks are allocated starting at the top of the list each time If a trunk is busy the next trunk down is allocated Round Robin Trunks are allocated in the same sequence as Bottom to Top but starting with a different trunk for each call 2 Select one of the following m Use all lt type gt trunks If selected this dialing service will allocate all trunks listed under Available trunks and will use the algorithm selected in the previous step m Use only selected trunks If selected this dialing service will allocate only the trunks in the Selected trunks list on the right and will use the algorithm selected in the previous step Click Add to add a trunk to the Selected trunks list Click Remove to remove it m Available trunks Lists all the trunks in the Tele Vantage system that can be used by this type of dialing service m Phone Number service analog and digital trunks m Centrex PBX Extension service analog and digital trunks m Internet Address service Internet trunks m Internet to Phone Number service Internet trunks m Internet to Centrex PBX Extension service Internet trunks m Selected trunks Lists the trunks that this dialing service will allocate Use the arrows to move a trunk higher or lower in the list
439. n ViewPoint s Extensions view in the Place Call To dialog box and other lists of extensions Placing calls involving a remote TeleVantage Server To make an H 323 Gateway call users must choose the appropriate dialing service when placing the call either by dialing the access code over the phone or by selecting it in ViewPoint See Creating H 323 Gateway dialing services on page 15 44 By creating users of the type H 323 Gateway you can also enable users to dial remote extensions directly without dialing an access code or to place calls to remote extensions from ViewPoint See Creating H 323 Gateway users to unify two TeleVantage Servers on page 15 45 Receiving Internet calls from a remote TeleVantage Server Incoming calls from a remote TeleVantage Server appear in ViewPoint as if they were local calls For example Caller ID name and number are delivered just as they are for regular internal or external calls which allows users to identify and call back remote users easily Codec use with H 323 Gateway connections When you connect two TeleVantage Servers over an H 323 Gateway connection be sure that the Servers use the same codec lists If they do not audio failure can occur during calls See Modifying H 323 span codecs on page 15 8 for more information CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 39 Overview of creating an H 323 Gateway connection Note The TeleVantage Enterprise Manager Add on
440. n a label on the back of the phone or by reading the ENet field visible while pressing and holding the About softkey button If the phone does not find a file that matches its MAC address it will look for a file called 000000000000 cfg You will have one such file for each Polycom IP phone and it must reside in the default directory of the TFTP server for the phone s specified TFTP login This file references in the CONFIG_FILES field the actual filenames for the user s configuration files Subdirectories may be specified for the configuration files for example IPUser1 IPUserl1 cfg The maximum length of the string that makes up this value is 511 characters including commas and white space This file also defines the location of the hmx ld file in the APP FILE PATH field which can also include path information and is restricted to 127 characters Field Value APP_FILE_PATH hmx ld IPUser202 cfg TVIP1 cfg func cfg ipmid cfg CONFIG FILES lt UserFile gt cfg This file should be renamed to represent the user and the name should match the CONFIG_FILES field of the lt MACid gt cfg file The sample download file is called IPUser202 cfg You will have one such file for each Polycom IP phone which references in the plar log string the login string for that user lt extension gt lt password gt The genDesc name field will be the string that shows in the phone s LCD screen It is also used as Caller ID
441. n external station click the Action column and select an available external station To create more external stations see Defining the number of external stations on page 7 8 3 Click OK The specified users are converted to using the selected external stations Configuring a user s external station Once the user has a station ID that corresponds to an external station see Using external stations on page 7 8 the Phone External Station tab of the User dialog box offers options for configuring the external station assigning the user an IP phone and creating a null station User Destination Ereman Md Yoice Mail 10 External Number Fr Phone Call using 9 QutBound calls ro ad Call Announcing External Station Number A Station Features Hands free I Interpret as flash using Intel voice resources Automatic Log Out F Audio Iv Disconnect when idle M Caasribn To configure an external station 1 Under Destination select one of the following types of external station m External Number Choose for any external station with a phone number then enter the phone number in Number For more information see Using external stations on page 7 8 m Generic H 323 Device Choose for any H 323 based IP phone not listed including Polycom IP phones Polycom phones must be set up as generic H 323 devices since 7 10 ADMINISTERING TELEVANTAGE they do not support
442. n the Organization they re calling m Distribute outbound trunk use between Organizations This section covers the following aspects of using Organizations m Defining an Organization page 11 3 m Assigning users to Organizations page 11 3 m How calls are logged by Organization page 11 4 m Creating an auto attendant for each Organization page 11 4 m Restricting outbound trunk use by Organization page 11 4 m Configuring Operators for multiple Organizations page 11 5 ADMINISTERING TELEVANTAGE Defining an Organization To use Organizations you must first define them 1 Choose Tools gt System settings The System Settings dialog box opens 2 Choose the Organizations tab which lists the Organizations you have defined so far To edit or delete an existing Organization click the Organization then click Edit or Delete 3 To add a new Organization click Add The Organization dialog box opens Organization name wz Corp Cancel Help 4 Enter the name of the Organization for example the name of the company that is sharing the Tele Vantage Server Click OK to return to the Organizations dialog box When you are done adding Organizations click OK to close the System Settings dialog box Assigning users to Organizations Once you have defined Organizations you can mark calls by which Organization they belong to You can view a call s Organization using the Or
443. n the Server so that you can select the ZIP file that was produced on the user s computer The Wizard then includes that file in the problem report package it creates on the Server If the Packages folder is not found or the file was saved to another location click Browse to select the ZIP file that was produced on the user s computer The problem report package The problem report package is a single ZIP file It contains all the information gathered about the problem by the Problem Report Wizard The Wizard saves the problem report package to the location you specify The Wizard summarizes the information reported including the date and time the report was created in a ProblemInfo txt file within the ZIP file You can open a ZIP file with any zip utility for example WinZip To prevent problem report packages from being overwritten the Wizard gives each one a unique name based on your company name and a sequence number l Teleyantage Problem Report Wizard Step 9 of 10 BBE Enter the directory For the Problem Report Package C Documents and Settings MattW Desktop Browse Problem Report Package name Atisoft 001 zip E mailing the Problem Report Package Optionally you check Send Problem Report Package via e mail in the final window to e mail the problem report package to a destination of your choice Because a problem report package can be large after you send you should delete it from your system to regain dis
444. n the event of disruption Shut down Server Stops the TeleVantage Server Shutting down the TeleVantage Server page 12 56 Update Access Codes Lets you change the access code used for a particular dialing service Changing an access code in users saved numbers page 9 7 Adjust Station IDs Prompts you to shut down the Server and then increments or decrements all station IDs on the system by anumber you specify so that if you add or remove a low number station board you do not have to edit each station ID individually Recalculate Disk Usage Updates the display inthe Users Viewing the user s disk dialog box Mailbox tab that usage page 6 29 shows how full users mailboxes are The display is updated once a day automatically Analyze Security Runs an online report on how secure your system is Appendix of Installing Tele Vantage Upgrade Remote Phones Lets you automatically upgrade Automatically upgrading IP phone users from TeleVantage versions 5 x or earlier to use external stations old IP phone users with station ID 0 on page 7 9 Phone Templates Lets you apply one or more phone settings across multiple users at the same time Applying phone settings in bulk on page 7 4 2 6 ADMINISTERING TELEVANTAGE Command Description See User Templates Lets you apply one or more user settings across multipl
445. n the trunk T1 alarms The following two T1 alarms are written to the Windows Event Log m Red Alarm Signals that the Robbed Bit T1 line has lost synchronization with the switch to which it is connected Tele Vantage disables all channels on the affected digital span so that spurious signals are not processed as incoming calls m Red OK Signals that synchronization has been restored All channels on the affected digital span are re enabled All TI alarms are written to the TeleVantage Server logs 126 Error Unable to start IVR Plugin lt ProgID gt License count exceeded Unable to start the IVR Plug in because the number of your Station licenses is less than the total number of stations assigned to users plus the total number of IVR Plug ins currently running every running IVR Plug in uses 1 Station license 127 Error Insufficient licenses lt message gt TeleVantage Server detects an insufficient number of Trunk IP Port ViewPoint or Server licenses and the Server was unable to start Make sure that you have TeleVantage licenses for every user trunk and IP trunk you have added in the Administrator 128 Error Notification via pager failed Unable to allocate trunk user lt username gt number access code An attempt to send a pager notification of a new voice message failed The error message shows the user s name and the full dial string of the pager number that was dialed unsuccessful
446. nal SIP device service you are creating m SIP Server Basic information including the SIP server s name and IP address and whether it is also a Registrar See the next section CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 33 m Inbound How TeleVantage treats incoming calls from PSTN gateways or SIP services that deliver PSTN calls like www broadvoice com See page 14 36 m Number Formatting Location settings for the calls that match the phone number terminated by the PSTN gateway or the number provided to you by PSTN SIP services like www broadvoice com See page 14 37 SIP URI Rules Formatting rules for SIP URI addresses as required by the SIP service or gateway See your service or gateway provider s requirements for details See page 14 37 m Outbound Caller ID Caller ID information that appears on outbound calls using the SIP server for PSTN gateways See page 14 38 m PSTN Gateway Gateway settings Used only with PSTN Gateway devices See page 14 39 Click OK to close the SIP Server dialog box and save the SIP server at any point SIP Server tab Name Comments N r SIP server location Server C Registered to SIP span 79 14 99 z EA Userinfo sip 207 79 14 99 T SIP server is also a SIP Registrar Send REGISTER via SIP service REGISTER Expires Retry interval Use this tab to enter basic information about the external SIP device service and to specify whethe
447. name m Password Auth name Enter the authentication credentials if any as required by the setup of the user s SIP phone external station See Configuring a user for a SIP phone on page 14 10 for details m User ID Enter text to match the Userinfo setting for the user s SIP phone external station See Configuring a user for a SIP phone on page 14 10 m Auth ID Set to Yes 8 Under Audio Configuration make the following changes m Disable all G726 codecs These are not supported by TeleVantage m DTMF Tx Method Set to AVT to send digits as RFC2833 events 9 Click Submit All Changes For information on other Sipura device settings refer to the Sipura documentation Enabling fax transmission on a Sipura FXS port Use the following procedure to set up a Sipura FXS port for fax transmission 1 Open a web browser and enter the IP address of the Sipura FXS device in the browser s address field 2 On the SIP tab set RTP packet size to 0 020 14 26 ADMINISTERING TELEVANTAGE 4 On the Line tab do the following m Set Network jitter level to Very high m Set Preferred Codec to G71 1u or G71 1a m Set Use Pref Codec Only to Yes Set DTMF Process AVT to Yes Set DTMF Tx Method to AVT m Set Silence Supp Enable to No m Set Echo Canc Enable to No Click Submit All Changes to reboot the device Note To send DID digits to the fax device see Sending DTMF digits to s
448. nd Caller ID will be whatever you have set for the Tele Vantage system as a whole see Setting ISDN outbound Caller ID for the system on page 5 29 The current setting is displayed in parentheses m Custom You can specify custom outbound Caller ID information for the user for example the user s DID number and Organization Enter the custom Caller ID number in Calling party number To specify a custom name see the next section Specifying a custom Caller ID name Note If you specify a custom number people who use the telephone company s 69 ADMINISTERING TELEVANTAGE service to call the user back will dial the custom number m Blocked Caller ID is blocked on outbound calls from the user Note that the system still sends Caller ID information even though it is blocked this is a requirement because some institutions have the right to read blocked Caller ID for example emergency services and 800 numbers For more information about ISDN outbound caller ID see Setting ISDN outbound Caller ID for the system on page 5 29 and Specifying ISDN outbound Caller ID on page 5 27 Specifying a custom Caller ID name If you select Custom under Calling party presentation you can choose the following options for the user s outbound Caller ID name using the Calling party name dropdown list m System default Whatever you have set for the TeleVantage system as a whole see Setting ISDN outbound Caller ID
449. nd fresh installations and describes how to order telephone company services add licenses configure advanced settings and troubleshoot problems Administrators and TeleVantage providers Yes Yes Yes Installing Intel Telephony Components This manual covers the requirements and installation process for upgrades and fresh installations and describes how to change hardware and troubleshoot problems Administrators and TeleVantage providers Yes Yes Yes Administering TeleVantage This manual describes setting up managing and monitoring your TeleVantage system including using the TeleVantage Administrator to configure system settings trunks stations users call routing IP telephony and more Administrators Yes Yes Yes Using TeleVantage This manual covers how to use the TeleVantage system including the telephone commands TeleVantage ViewPoint ViewPoint Web Access working from remote locations call center participation and more All audiences Yes Yes Yes TeleVantage QuickStart Guide This small guide provides easy to read instructions for first time users and basic TeleVantage use including a complete telephone command reference and coverage of ViewPoint fundamentals All audiences Yes Yes Yes CHAPTER 1 INTRODUCTION TO TELEVANTAGE 1 7 Installing Intel Telephony Components This manual covers the requi
450. nder Save exported file as accept the suggested location and file name or click Browse and choose a different location and enter a file name Under Options accept the suggested dates or enter new ones Click Finish The file is exported Exporting and importing system prompt audio files You can export a system prompt from your Server for use on another Tele Vantage Server You also can import an existing sound file and use it as a system prompt For more information see Importing and exporting voice files on page 2 11 CHAPTER 13 MANAGING SYSTEM PROMPTS AND AUDIO 13 5 Changing the encoding format of system prompts TeleVantage supports two VOX file formats MuLaw format for use in the United States and Japan and ALaw format for use in other countries When Tele Vantage is installed the correct format is used based on the location of the Tele Vantage Server On rare occasions it may be necessary to convert the voice files on a TeleVantage system from one encoding format to another for example if you are staging a TeleVantage system in one location that will be deployed in another To change the encoding format of all VOX files in the system 1 Choose Tools gt Shutdown Server to temporarily stop the TeleVantage Server 2 Run the utility TVConvert exe which is located in the directory in which the TeleVantage Server was installed 3 Choose Tools gt Start Server to restart the Server TVConvert exe c
451. nds the request without any authentication and receives a rejection response containing the authentication challenge then TeleVantage resends the request this time with authentication credentials using the challenge parameters provided by the server in the previous response Configuring PSTN T1 E1 and multi line FXO gateways Contact your TeleVantage provider for information on how to configure PSTN T1 E1 and multi line FXO gateways for use with TeleVantage Setting up Broadvoice as a SIP service provider TeleVantage supports SIP calls through an external SIP service provider such as Broadvoice www broadvoice com To use such a provider with Tele Vantage you must create a SIP server and SIP account in TeleVantage for that provider This section illustrates these tasks for Broadvoice The procedures will be similar for any other SIP service provider Setting up TeleVantage to use Broadvoice involves the following tasks m Creating a SIP server for Broadvoice See the next section m Creating a SIP account for Broadvoice See page 14 41 Creating a SIP server for Broadvoice See Using SIP servers on page 14 32 for complete instructions on creating SIP servers Use the following procedure to define Broadvoice as a SIP server 1 Choose File gt New SIP Server The SIP Server dialog box opens 2 On the General tab enter the following information m Name A descriptive name such as Broadvoice 14 40 ADMINISTERING
452. ne see http www powerdsine com to get power through the Ethernet cable Attach the handset to its port on the side of the phone When the phone prompts for a password enter 654321 Configuring the Uniden IP phone 1 Determine the IP address of the phone To do so press the following buttons on the phone MENU down arrow SELECT This opens the View Info menu Make a note of the IP address displayed Note You can configure the phone using DHCP or a static IP address If the default IP address 000 000 000 000 is displayed a DHCP server may not be available If the default IP address 169 254 001 x is displayed DHCP is not enabled on the phone and no static IP address has yet been set In this case you should enable DHCP or assign a static IP address to the phone See the next section for instructions 2 Ona PC that is connected to the same network as the phone open a web browser and go to the IP address of the phone 3 Enter the administrator ID admin and password 654321 in the login window Open the Network Configuration page Change the network settings if necessary then click Submit The phone will be automatically restarted if settings are changed Wait for the IP phone to return to standby mode and reload the page from the web browser 5 Open the H 323 Configuration page In the PLAR section set the VOIP Proxy IP to be the IP number of the Internet telephony board in the TeleVantage Server Fill in the Connec
453. ne appearances allow the digital feature phone to handle multiple simultaneous calls with each line mapped to a programmable button For example if a user is on a call on Line 1 an incoming call might ring Line 2 and the user can press button 2 to put the first call on hold and answer the new call The user can have calls on hold on multiple lines and switch between them simply by pressing the buttons A user can have as many line appearances as there are programmable buttons on his or her phone There are two types of line appearances m Primary Directory Numbers PDNs These are extra lines for the user Secondary Directory Numbers SDNs These are lines that are mapped to another user s phone so that the line is shared between them When a call is on the line either user can pick up For instructions on configuring line appearances see Configuring a user s digital feature phone on page 7 24 CHAPTER 7 MANAGING STATIONS 7 29 Using PDNs A digital feature phone button set to a PDN gives the user an extra line with which to place or receive calls When an incoming call arrives while the user is on the phone the call rings the next available PDN To answer the incoming call the user can press that PDN button The previous call is put on hold Using TeleVantage call waiting in conjunction with PDNs gives the user an unlimited number of lines Once all PDN lines are in use a new incoming call causes the call wa
454. necting servers over the internet 15 39 converting audio recordings to new file format 2 10 CPU spikes during call log archiving avoiding 12 52 CSV files for system prompts 13 4 custom data overview 11 13 attaching to calls with auto attendants 10 17 defining variables for 11 14 setting values for 11 15 Cybiolink phones 7 20 D D 41ESC board tones for 3 4 database backing up 12 53 restoring 12 54 Default Auto Attendant 10 5 defaults 0 for extension of Operator user 9 7 access codes viewing in the Administrator 9 9 viewing in the ViewPoint 9 9 access codes for callbacks 9 8 auto attendant 10 5 database size 12 50 dialing time outs 9 36 delayed answer 5 8 deleting users 6 9 Device Monitor view 12 3 DI0408LSAR board tones for 3 4 Dial Plan view 12 10 dial tones generating with software 3 4 dial by name directory and default auto attendant 10 5 on a remote Server 15 39 system settings for 3 6 user entry in 6 34 dialing exceptions importing and exporting 9 18 overview 9 17 dialing services about 9 2 adding 9 4 9 9 9 18 and access codes 9 7 avoiding dialing ambiguities 9 7 choosing names for 9 6 deleting 9 5 disabling while creating 9 6 for H 323 Gateways 15 44 identifying trunks allocated by 9 13 permissions example of 9 20 Phone Number dialing service using a prefix and suffix 9 11 types 9 2 types supported 9 2 using to test trunks 9 4 Dialing Services view 9 4
455. neral tab give the user a station ID that corresponds to an unassigned external station 3 Click the Phone External Station tab CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 9 4 Under Destination select Uniden phone or Intel PBX IP Media Gateway for those types of phones For other H 323 phones including Polycom phones select Generic H 323 Device The following options appear Pano Ecol Son a Mai Destination Uniden IP Phone x Phone Call using 6 Internet number v 339 Call Announcing External Station Address fi 001 x Station Features Hands free IV Interpret as flash requires voice resource Automatic Log Out E Audio T Disconnect when idle E Security E Queue I Automatically change address to location of last login Diatby name Directory TU Identify station using phone s PLAR connection string ViewPoint IT Automatically logon as this user TU Identify station using phone s IP address Previous Nest i Cancel Help In Call Using select your H 323 dialing service If you haven t created an H 323 dialing service yet see Adding a dialing service on page 9 9 In Address enter the phone s IP address as follows m For Uniden and Polycom phone users enter the IP address of the phone For phones connected to a PBX IP Media Gateway enter the IP address of the Gateway device followed by a forward slash followed by
456. network behind a NAT and have it interact with remote SIP end points on the Internet outside your LAN the following configuration steps may be needed 1 Edit the NAT firewall in front of TeleVantage and set port forwarding to forward to the TeleVantage Server SIP port By default this is UDP 5060 but can be changed at the span level see Adding a SIP span on page 14 4 In the Administrator edit the SIP span and go to the NAT Firewall tab Configure the following settings in the Local NAT Firewall traversal section m Local network mask Specify which addresses are local i e inside the NAT firewall On local calls the NAT firewall traversal settings are ignored for example when SIP stations connected to your LAN call each other the call does not pass through the NAT Enter a list of all local networks inside the NAT firewall separated by semicolons each in the format lt IP address gt lt significant bits gt For example 10 0 0 0 8 Requests sent to addresses in this range are considered local and do not use the NAT firewall traversal settings Note If you leave the field blank TeleVantage uses the SIP span s subnet mask to figure out local network For example if IP address of the SIP span is 10 0 34 45 and the subnet mask is 255 0 0 0 the default local network mask calculated by TeleVantage will be 10 0 0 0 8 a NAT IP Address Enter the public IP address of the NAT behind which TeleVantage
457. nfiguring an H 323 Polycom IP phone for TeleVantage This section describes using a Polycom IP phone with TeleVantage Note If you are using a SoundPoint IP 400 phone the bootrom version of your phone should be 1 1 1 The version does not matter for SoundPoint IP 500 phones Overview of TeleVantage Polycom IP phone integration To use a Polycom IP phone with your TeleVantage system you must complete the following tasks Each task is discussed in detail in this section 1 Install and configure a TFTP server as described in Chapter 17 of Installing Tele Vantage When the phone is plugged in it downloads several files from the TFTP server to configure itself The files contain information about how the phone logs in to the TeleVantage Server via PLAR the IP address of the TeleVantage IP trunk how the keys on the phone are programmed and other phone configuration details See the next section 2 Edit the configuration files on the TFTP server s default directory for each Polycom IP phone on the network These files are in XML format See Editing the configuration files on page 15 20 3 Configure the Polycom IP phone using its on screen commands See Configuring the Polycom IP phone on page 15 22 After connecting the Polycom phone see Using the Polycom IP phone on page 15 25 for instructions on using it with Tele Vantage Editing the Polycom configuration files When the Polycom phone boots up it accesses the
458. nfirmation menu before transferring field to choose what happens when a dial by name entry results in a single match If unchecked the caller is connected immediately Check the field to have the caller to confirm his or her choice For example a caller would hear For John Sargent press 1 To try again press 6 Click OK ADMINISTERING TELEVANTAGE Changing the internal dial by name extension By default users can dial 411 to access the dial by name directory To change the number do the following 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Choose the Internal Dialing tab 3 Enter the number in Dial by name directory Note When you change 411 to another number the system prompts that refer to it automatically update to use the new number Setting business hours TeleVantage uses your business hours settings in schedules that you create for the following m After hours greetings See Scheduling transfers and greetings on page 10 14 Automatic transfers See Scheduling transfers and greetings on page 10 14 Notification of new voice messages See Scheduling notifications on page 6 23 m Call rules See Using TeleVantage You can create as many sets of business hours as you need For example you can create a set of business hours for the company as a whole the default and then create additional sets of business hours for individual departments shifts and so fo
459. ng a SIP span SIP trunks created in SIP spans are required for voice communication over the Internet using the SIP protocol To use SIP spans the Tele Vantage Server computer must have an always on preferably high speed connection to the Internet and one or more Intel IP resources Intel IP resources can come from Intel HMP drivers or Dialogic Internet telephony boards installed as described in Installing Intel Telephony Components The TeleVantage SIP trunks represent the individual channels provided by the Intel IP resources Note After adding SIP trunks to a span you must restart the TeleVantage Server If the trunks fail to appear delete the span and add the span again Then restart the TeleVantage Server Only one SIP span is required for most configurations See Using more than one SIP span on page 14 9 for more information Note If you have a SIP span and an H 323 span on the same TeleVantage Server the number of H 323 trunks should be less than the number of IP resources available because SIP calls use the IP resources left over after allocating those resources to H 323 trunks SIP Spans should be created with the remaining IP resources and should be listed below the H 323 Span in the Trunks view Use the following procedure to add a SIP span 1 Choose Trunks gt New Trunk gt SIP span A new SIP Span dialog box opens General Codecs NAT Firewall Inbound Authentication Inbound Request Handling Tunin
460. ng rules to a new access code Current access code X New access code IE User Routing Servi Cancel Help Choose the dialing service you want to replace under Current access code and the dialing service you want to replace it with under New access code Click OK All phone numbers that users have entered in the Tele Vantage database with the Current access code are changed to use the New access code Setting default access codes for callbacks When users return calls or voice messages using the telephone commands or ViewPoint the system automatically uses a default access code You can set one default access code for phone numbers and one default access code for Internet addresses The defaults are used system wide To set default access codes for callbacks 1 2 3 Choose Tools gt System Settings The System Settings dialog box opens Choose the External Dialing tab Change the following as needed m Default phone number access code Select the access code for the dialing service that will be used to return a call from a phone number from the Call Log and Voice Messages views The default is 9 You can select a routing service see Using routing services on page 9 22 or any dialing service that takes phone numbers as inputs You typically would use a routing service or a Phone Number dialing service m Default H 323 address access code Select the access code for the H 323 Internet dialing service that will
461. ng to ensure that the session description in incoming INVITE requests is not tampered with in transit However you may encounter interoperability problem with some SIP end points as this parameter is not widely accepted auth auth int TeleVantage supports both auth and auth int when sending authentication challenges It is up to the requester the SIP phone to select which QoP to use 5 Click OK For each SIP phone user edit the user and go to the Phone Station Features tab which should be set up as described in Configuring a user for a SIP phone on page 14 10 Check Identify station using phone s SIP address and enter authentication credentials as described in that section You can enter credentials for multiple SIP phone users at once using phone templates See Applying phone settings in bulk on page 7 4 7 Using a web browser go to the configuration page for the SIP phone for instructions see the appropriate SIP phone section in this chapter Find the fields to enter the phone s authentication credentials for example for a Sipura ATA adapter they are Auth ID and Password Enter one of the following m SIP span s authentication setting Match the username and password you entered for the SIP span in step 2 m User s extension and password Enter the TeleVantage extension and password of the SIP phone user m User s station credentials Enter the credentials created for that user
462. nize groups of extensions for display in ViewPoint s Extensions view making it easier for users to locate an extension for calling or transferring calls See Using Tele Vantage for instructions on placing calls routing calls to workgroups and using the Extensions view Public and personal workgroups TeleVantage provides two types of workgroups public and personal Public workgroups are visible to all TeleVantage users Only public workgroups can have extensions so they can be dialed from any phone Likewise the 99 telephone command only works with public workgroups Administrators and users with the appropriate permissions can create public workgroups Public workgroups are managed in the Administrator Personal workgroups created by users to easily locate a group of related extensions in ViewPoint s Extensions list A personal workgroup is visible only to the user who created it and cannot have an extension Personal workgroups do not have extensions Personal workgroups are managed in ViewPoint see Using Tele Vantage Benefits of using workgroups TeleVantage workgroups offer the following benefits m The process of finding an individual to take calls or to join a conference call is easier because the Extensions view in ViewPoint can be filtered by workgroup Auto attendants queues contacts or IVR Plug ins can be added to a workgroup for informational purposes and viewed in the Extensions view m Contacts can be ad
463. nk for outbound call Dial 88 followed by a trunk number and a phone number to place a call on a specific trunk Backup and restore the database Perform database backups and restores Edit system settings in TeleVantage settings editor Use the TVSettings exe application to modify registry settings ADMINISTERING TELEVANTAGE TeleVantage General User Permissions Permission Controls the ability to Start and stop the Server Use the Administrator or Device Monitor commands to start and stop the TeleVantage server Access folder These permissions control the degree of access the user has to the specified Administrator view or folder The choices are the same as for Folder Access below Note that the permission Access Queues folder enables users to sign agents in and out of any queue including themselves if they are non observer agents It overrides the per queue permission Queue sign in out see the Tele Vantage Call Center Administrator s Guide The objects shown in the Dial Plan view are edited using the permissions for other folders Users Queues etc so the permission Access Dial Plan folder has an Allow Disallow choice Folder Access Access These permissions control the degree of access the user has to the specified ViewPoint view or folder The choices are as follows No access the view or folder does not appear View only the user can view but not edit or delet
464. nother for bandwidth reasons Undefined SIP Span r Codecs Enabled Codec Name Frame Size Frames pet Packet Packet Size BitRate Voice De 4 G 711 Mu law 20 1 20 64 kb s 6 3 kb s G 723 1 30 1 30 G 711 Mulaw 1 64 kb G 711 Mulaw 64 kb G 711 Alaw 30 1 30 64 kb G 711 A law 20 1 20 64 kb s Bi G 711 A law 10 1 10 64 kb 23 3 3 kb G 723 30 1 10 G 723 G 723 1 1 1 7231 3 1 1 6 3 F m DTMF Transmission mode via RFC2833 gt AFC2833 payload type fi 01 Note You can enable only one codec of each type G711 G723 G729 and GSM Also you should never disable the G 711 codec as it is used when devices fail to negotiate other codecs 14 8 ADMINISTERING TELEVANTAGE Matching codecs with external devices When you have control over the codec preference in an external device used with TeleVantage for example a SIP phone you should set codec preferences for the device in the same priority as you set them in the SIP span To modify the codecs available to TeleVantage m To make a codec available with TeleVantage check its Enabled column The codec is added as the last in the enabled codecs group at the top of the list Click OK then view the tab again to see the modified list m To move a codec up or down in the list click the arrow buttons Some codecs you can make available include
465. ns If you add a trunk in the Administrator before it is physically installed or configured the trunk has a status of Not Installed in the Device Monitor until the physical trunk is installed Naming trunks When you name your trunks later in this chapter give them names that convey important information about them so that you can identify trunks quickly and easily Information recommended for use in a trunk name includes m The telephone number of an analog trunk m The IP address of an Internet trunk m The name of the digital or Internet span to which the trunk belongs Monitoring trunks For instructions on how to monitor the activity on a trunk how to enable or disable a digital trunk or how to restart a trunk that is experiencing problems see Using the Device Monitor view on page 12 3 CHAPTER 5 MANAGING TRUNKS AND SPANS 5 3 Deleting trunks Deleting a trunk removes it from your Tele Vantage system configuration but does not affect the telephone line the hardware or the Trunk license Although you can delete a single analog trunk you cannot delete a single T1 E1 or Internet trunk from the span to which it belongs If you must permanently remove a digital trunk you must delete the entire span To disable an individual trunk in a span temporarily right click the trunk in the Device Monitor choose Disable Trunk Uncheck the options for receiving inbound calls and placing outbound calls A deleted trunk
466. ns go to all TeleV antage users with Administrator permissions who have e mail notification turned on The users you identify here must also have e mail notification set to receive Windows Event Log CHAPTER 12 MONITORING AND MAINTENANCE 12 21 notifications see Setting e mail notification on page 6 21 This is the default setting m E mail address es Enter the e mail addresses of users whom you want to receive notifications separated by semicolons 5 Click OK TeleVantage Event Log messages Messages are identified in the TeleVantage Event Log by application and message number Double click a message to see its text The following messages are posted to the Tele Vantage Event Log This SQL Server has been optimized for 8 concurrent queries This limit has been exceeded by queries and performance may be adversely affected This event means that occasionally the TeleVantage server and ViewPoint are concurrently accessing the TeleVantage database in excess of the 8 simultaneous database transactions allowed by Microsoft s MSDE database You can ignore this message if you only receive 100 or so of these events per day If you re getting this event hundred of times per day you should upgrade to the full version of Microsoft SQL Server which doesn t have a limit on the number of simultaneous queries See Chapter 3 of Installing Tele Vantage for more information 100 Informational Server Started Version An informat
467. ntage Call Classifier can set custom data variables based on database queries Caller ID name or number DID account codes or other custom variables CHAPTER 11 TRACKING AND DISTINGUISHING CALLS 11 15 CHAPTER 12 MONITORING AND MAINTENANCE CHAPTER CONTENTS About monitoring and maintaining your TeleVantage system 12 2 Using the Device Monitor view 0 0 12 3 Managing your dial plan with the Dial Plan view 12 10 Using the Maintenance Log view 0 0 e eee 12 11 Using the Gall Log Views sued new DNA Spa PLA oP ie eS ie eee EP E eens 12 12 Using the Trunk Log view 12 18 Setting Call and Trunk Log options 0 0 e ee eee eee 12 20 Viewing the TeleVantage Event Log 0 0 ce eee eee eee 12 20 Viewing TeleVantage performance counters 00 eee 12 35 Archiving call recordings and voice mail 02 eee eee 12 39 Monitoring database and disk usage 0 e eee eee eee 12 49 Changing special TeleVantage directories a 12 53 Identifying security risks eee 12 53 Backing up TeleVantage cette eee 12 53 Shutting down the TeleVantage Server a 12 56 Restarting stations or trunks ee 12 58 Capturing network troubleshooting logs 0 0c eee ee eee 12 59 Reporting problems to your TeleVantage provider 12 61 About monitoring and maintain
468. ntage page 5 10 3 system to the public phone network CHAPTER 2 THE TELEVANTAGE ADMINISTRATOR 2 3 View Description See Customize how outbound calls are The Dialing Services view on Dialing allocated to different trunk groups page 9 4 Services at pa and dialing behavior Includes routing eae services which route calls based on aaa customizable rules View and manage TeleVantage Using the Device Monitor Device aa a activity on stations and trunks view on page 12 3 Monitor Manage auto attendants that handle About auto attendants on AUTO and route inbound calls with voice page 10 4 Attendants a menus i E Geet Manage groups of agents in TeleVantage Call Center TeleVantage call center queues Administrator s Guide Maintenance View a log recording Administrator Using the Maintenance Log Log actions view on page 12 11 View and edit a complete list of Managing your dial plan with Dial Plan a A a MAGA internally dialable numbers the Dial Plan view on page 12 10 Listen to and change recordings used The System Prompts view on System for standard system prompts and page 13 3 Prompts auto attendants Call Log View a record of all the calls made on Using the Call Log view on the system z page 12 12 2 4 ADMINISTERING TELEVANTAGE View Description See View a record of each trunk allocation
469. nts details about each action Information contained in the log is stored in the database To open the Maintenance Log view click its button in the view bar The Maintenance Log tracks many administrative actions including m Restarting a device m Starting the Server m Stopping the Server m Scheduling a Server shutdown m Changing a user s password m Changing a queue s password m Logging on to the Administrator or Device Monitor m Logging out of the Administrator or Device Monitor m Account lockout m Trunk hangup after maximum login attempt m Changing any editable item in any Administrator view m Deleting an item from a view m Enabling or disabling a device The following columns appear in the Maintenance Log view m Action taken m Item that was acted upon if applicable m Date and time of the action m Name of the user who was logged on when the change was made CHAPTER 12 MONITORING AND MAINTENANCE 12 11 m Name of the computer from which the change was made m Details about the action Navigating the Maintenance Log view The Maintenance Log view shows 50 entries at a time in a default order starting with the most recent You can show the next or previous 50 entries by choosing Maintenance Log gt Next 50 entries or Maintenance Log gt Next 50 entries You can also jump to a particular date by choosing Maintenance Log gt Jump to date Enter the date in the dialog box that opens and click OK Clearing the Ma
470. o dial an international number from the Server location In the U S enter 011 Outside of the U S the international prefix is typically 00 Area code Enter the city or area code for local phone numbers if applicable If not leave blank Dial local numbers without area code Check to have TeleVantage strip the area code from local numbers before dialing In most areas this field should be checked unless the service allocates trunks that only support long distance numbers or if it always expect numbers to include area codes Include long distance prefix in area code Check to have Tele Vantage assume that the long distance prefix is always included with the area code as in the U K for example 0181 This field is only available for a Phone Number service and it is disabled in the US When using this tab to create an Internet to Phone Number dialing service these values must match those on the remote TeleVantage Server ADMINISTERING TELEVANTAGE The Dialing Exceptions tab The Dialing Exceptions tab is used only for Phone Number dialing services If Dial local numbers without area code on the Location Settings tab is checked see The Location Settings tab on page 9 16 Tele Vantage dials all calls within your area code as local calls All other calls are dialed as long distance calls You can change this default behavior or add other dialing rules to cover exceptions for certain exchanges Dialing exceptions apply on
471. o handle faxes differently based on time or date you can route fax calls to an auto attendant and then schedule transfers to the appropriate fax devices CHAPTER 5 MANAGING TRUNKS AND SPANS 5 7 Using Delayed Answer By default TeleVantage immediately connects incoming calls then handles the calls according to system setup and caller dialing Every call is thus answered in a telephone company sense even if it is never handled by a user voicemail auto attendant or other Tele Vantage entity This behavior has the following disadvantages Incoming long distance calls initiate billing as soon as they arrive whether or not they are answered internally m Callers to TeleVantage receive an indication that their call has been answered even when it has not In automated calling systems for example this would cause the calling machine to start its programmed behavior This can affect Tele Vantage Servers tied together using H 323 Gateways To avoid these disadvantages TeleVantage provides a Delayed Answer feature that you can activate on a per span basis or for all analog trunks When Delayed Answer is used TeleVantage does not answer a call in the telephone company sense until the call is either answered or handled internally On ISDN trunks if the call is never handled for example if it passes unanswered through a routing list with Hang Up as the final action TeleVantage sends a not answered signal to the t
472. o manually add the settings not covered by the template such as the user s name extension station ID and other unique information Note Settings not listed in the grid are applied from the selected user and and phone templates If a user template is not specified the default user template is used If a phone template is not specified the default template for the family and model of the user s assigned station is used Note that if the default user template does not apply a setting the setting is taken from the Users role 6 36 ADMINISTERING TELEVANTAGE 4 When you have entered each user that you want to add click Import Tele Vantage will attempt to add users from the grid applying user and phone template settings to each user If there are any users who could not be imported the grid reappears with just these users showing the errors and warnings highlighted as follows m Errors in red Users with errors will not be imported Errors include duplicate extensions or DID numbers m Warnings in yellow Warnings indicate users who will be imported but who might cause administrative difficulties Warnings occur for users with ambiguous extensions for example 101 and 1014 shared station IDs and phone templates that don t match the phone type indicated by their station ID To have the grid refrain from highlighting warnings in the next pass check Ignore warnings 5 Repeat until all users have been successfully added N
473. o packets Network Capture Maximum file size p2 MB Call Data 3 Organizations Maximum number of files 20 Business Hours Note Maximum values are per network interface fl Licenses To disable network capture uncheck Capture server network traffic If Capture server network traffic is checked adjust any of the following options m Include VOIP audio packets Check to have the logs capture the audio portion of Voice over IP calls RTP protocol This option is turned off by default because it can cause network capture files to fill up quickly Select this option only if you are experiencing problems with voice quality issues on VoIP calls Maximum file size Specify the maximum size of each log file before TeleVantage increments the file number and begins creating a new log file Maximum number of files Specify the total number of log files that can be on the system at any one time When that number is reached Tele Vantage begins overwriting the existing log files starting with the oldest 5 Click OK Note If available disk space drops below a minimum threshold default 100 MB TeleVantage stops writing network capture logs You can change this threshold using the registry setting HKLM Software Artisoft TeleVantage Server Settings MinDiskFreeSpace For more information see Appendix J of Installing Tele Vantage 12 60 ADMINISTERING TELEVANTAGE Reporting problems to your TeleVantage provider Use the Problem Report Wizar
474. o the appropriate custom routing list For each Organization define a custom routing list to have no steps only a final action that transfers the call to that Organization s custom Operator For example the call rule that activates for workgroup ABC would send calls to a routing list that transfers them to extension 101 See Using Tele Vantage for instructions on creating call rules and routing lists Using account codes TeleVantage allows you to track your phone traffic by either forcing or optionally allowing users to enter an account code for each call Account codes can represent any aspect of your phone traffic customer number product line department and so forth that you want to track You can define the available account codes and tell your users the codes that they should or must enter under specific circumstances Some of the ways you can use account codes are as follows m For billing clients With account codes you can track calls to various customers whom you bill for the phone time you spend with them You can associate account codes with contacts for automatic customer tracking m For internal accounting If phone bills are a significant part of your company s expenses you can use account codes to perform detailed expense analyses For example you can track phone use by department m For marketing campaigns By setting up an account code for the campaign and having agents use it whenever they place or receive cam
475. o the sequence When you have completed building your audio file sequence click OK to close the Hold Audio Files Hold Audio Source and System Settings dialog boxes Testing hold audio with 19 You can use the 19 telephone command to test a hold audio source Pick up a TeleVantage station dial 19 and enter the ID number of the hold audio source you want to test TeleVantage plays the audio from that source exactly as callers on hold are hearing it CHAPTER 13 MANAGING SYSTEM PROMPTS AND AUDIO 13 17 CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY CHAPTER CONTENTS About SIP telephony and TeleVantage 200000 cece eeee Adding a SIP span 0 0 2c cette Configuring a user fora SIP phone 0c eee eee eee Authenticating SIP phone external stations 20 055 About SIP ACCOUNTS woe oe cee ee oe ween oe ta Oe ee MG LL a Setting voicemail access for SIP stations and users Configuring a Vertical Aastra SIP phone for TeleVantage Configuring Sipura FXS and FXO gateways for TeleVantage Configuring an eyeBeam SIP softphone for TeleVantage USING SIP SENES ieaie rrin ees Fe ose eae aN ANG LANANG NAWA Configuring PSTN T1 E1 and multi line FXO gateways Setting up Broadvoice as a SIP service provider The SIP Registration Bindings view a Supporting SIP calls over NATs firewa
476. oesn t specify the EXPIRES header field in its request Minimum expiration interval Specify the minimum duration in seconds of TeleVantage s acceptance of the request If the requesting end point specifies a value in the EXPIRES header field that is smaller than this value TeleVantage will respond with the message 423 Interval too small Maximum expiration interval Specify the minimum duration in seconds of TeleVantage s acceptance of the request If the requesting end point specifies a value in the EXPIRES header field that is greater than this value TeleVantage will respond with the message 1 unlimited 3 Click OK CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 19 About SIP accounts A SIP account is similar to a DID number it provides a unique address by which external callers can place calls to a user or queue directly without going through an auto attendant A user s SIP account address is called a SIP URI Uniform Resource Identifier When you configure your system to use SIP by default each Tele Vantage user and queue has a SIP URI in the format sip lt extension gt lt IP address of SIP span gt For example if the IP address of your SIP span is 11 22 33 44 and a user is at extension 102 that user s default SIP URI is sip 102 11 22 33 44 Any external SIP caller could call that SIP URI and the call would ring the user s phone Likewise when the user places outbound
477. of New and a last name of User X where X is the user s extension For example a user created at the telephone with extension 117 is named New User 117 To change the name use the Administrator When creating a batch of users you can use the O command as a time saving way to assign stations to users without knowing the station ID of each TeleVantage phone Do the following 1 Create your users in the Administrator assigning their names and extensions and other details but giving each user a station ID of 0 2 Go to each phone that will belong to a new user At each phone press O When prompted for an extension enter the appropriate user s extension The phone s station ID is assigned to the user If the extension you enter doesn t exist Tele Vantage creates a new user For example use the Administrator to create a user named Amy Smith with an extension of 117 and station ID 0 Then go to Amy Smith s phone press O and enter 117 when prompted for an extension That phone s station ID is assigned to Amy Smith Creating one or more users from templates Instead of adding users one at a time you can add one or more users together by entering their information into a grid For each user you manually enter unique information such as name and extension and select a user template and phone template to apply other settings CHAPTER 6 MANAGING USERS AND ROLES 6 35 To create users in bulk In
478. off hook To have the user s station automatically dial a number whenever it is taken off hook for example to create a hotline phone enter the number in On offhook automatically speed dial For more information see Having a station automatically dial when picked up on page 7 32 Using call waiting To give the user call waiting check Enable call waiting If unchecked when the user is on a call new calls go straight to voicemail without playing the call waiting beep If the user uses ViewPoint s Call Monitor folder to spot incoming calls and thus does not want the audible beep over the phone check Do not play call waiting beep when using ViewPoint The beep will play only when the user is not running ViewPoint With analog phones you can use call waiting in conjunction with multiple line appearances to control the number of lines See Using multiple line appearances for analog phones on page 7 14 Configuring ringback behavior Check Ring back if the user leaves a call on hold or parked to use TeleVantage s ringback feature which rings the user back if he or she leaves a call on hold or parked for too long If checked enter the Ring back interval in seconds to specify how long Tele Vantage waits before ringing the user back Imitating a station on externally routed calls This section does not apply to external stations By default when calls are routed to a user at a non external station remote phone for e
479. oice and access them using the TeleVantage Archived Recording Browser See Archiving call recordings and voice mail on page 12 39 4 8 ADMINISTERING TELEVANTAGE CHAPTER 5 MANAGING TRUNKS AND SPANS CHAPTER CONTENTS About trunks and spans 00 0 anaana aaea 5 2 Configuring trunks for inbound and outbound calls 04 5 4 Telephone company services that help TeleVantage 5 5 Setting UP TAX TOUNO KAN decal itech taeda tse eta nA AL bbm 5 7 Using Delayed Answer 0 0 0 c cece teens 5 8 The Trunks VIEW Gp cds eh ee edb hae Bebe HAHA Bue ee Rope 5 10 Adding an analog trunk 0 0 cece eee 5 12 Adding a digital Robbed Bit T1 span ee eee eee 5 17 Adding a digital ISDN or CAS span 0 0 0 ee 5 19 Adding a digital ISDN BRI span 0 0 0 cee eee eee 5 21 Using a partial digital span 0 6 2 eee 5 23 Optimizing your ISDN settings eee eee 5 23 Setting location and Caller ID settings 0 0 0 eee eee eee 5 25 Specifying ISDN outbound Caller ID 0 eee eee 5 27 Enabling ISDN Megacom support 0 0 0 5 31 Adding an Internet SIP or H 323 span 0 0 0 eee 5 32 Entering trunk defaults foraspan 0 c eee eee 5 32 About trunks and spans Trunks are the outside phone lines that connect your business to the telephone company and other providers A TeleVantage trunk is a single c
480. oice mailbox for example a conference room fax machine or an H 323 Gateway user click No mailbox 6 18 ADMINISTERING TELEVANTAGE Enabling Microsoft Exchange Server synchronization You can enable synchronization of a user s TeleVantage voice messages with the corresponding e mail notifications in Exchange To enable synchronization 1 Check Synchronize with Exchange Server mailbox If this control is disabled first set up Exchange Server notification on the E mail Notification Exchange Synchronization tab of the System Settings dialog box For more information see Setting up e mail notification and Exchange synchronization on page 3 10 2 Enter the user s Exchange Server mailbox This can be obtained from Microsoft Exchange Note Exchange Server mailboxes must not be confused with the e mail address supplied when setting up e mail notification for the user see Setting e mail notification on page 6 21 One of the e mail addresses specified for the user for e mail notification must route e mail to the Exchange Server mailbox that you specify here Choosing the mailbox for call recordings By default call recordings that the user makes manually from ViewPoint s Call Monitor are sent to the mailbox of the user who made them To send personal recordings to another user s mailbox instead select a name from the Send personal call recordings to dropdown list Note This field applies only to call record
481. ommands The information that a new user must know includes m His or her extension station ID and password m His or her DID number if any 6 56 ADMINISTERING TELEVANTAGE m A list of your office s dialing services and access codes along with instructions about when to use each one m A list of special access codes such as the codes for the TeleVantage dial by name directory and emergency services m The path he or she must use to install TeleVantage workstation applications such as TeleVantage ViewPoint TAPI Service Provider and Contact Manager Assistant The default path is lt Servername gt NetSetup Setup exe m The URL address for ViewPoint Web Access if your system supports it m The telephone key he or she must use at an auto attendant to log in from a remote phone if you have changed it from m Whether they have permission to make external calls m From stations m When logged in from an outside phone m In call forwarding or routing list situations m A list of any ViewPoint views or tabs in ViewPoint s Option dialog box that they cannot access m Whether they can record calls in the Call Monitor Note The TeleVantage QuickStart Guide contains a form where the user can write down some of this information Reducing TeleVantage complexity by hiding features TeleVantage is a feature rich application that can overwhelm new users You can reduce TeleVantage s complexity by hiding and simplifying f
482. on With this option selected authentication credentials are not required when placing a call from a SIP phone This option creates a security risk Do not allow SIP stations at all SIP phone external stations may not place calls through this span Use this setting to create a SIP span for other purposes See Using more than one SIP span on page 14 9 If necessary specify custom information for the following parameters of the authentication challenge message sent by the Tele Vantage Server m Realm Specifies the Realm parameter By default the Server uses the value in the SIP span s IP Address field see Adding a SIP span on page 14 4 You can enter something here to override the default Nonce timeout Specifies the timeout in seconds for the Nonce parameter If the incoming authenticated SIP request has a Nonce value older than the specified timeout the request is rejected as unauthorized m Qop Specifies the Qop options or quality of protection parameter which indicates whether the content of the SIP request body the session description in the 14 16 ADMINISTERING TELEVANTAGE INVITE message is included in the calculation of the authentication digest You can set it to one of the following include the single quotes m auth or blank The request body is not included This is the recommended setting m auth int The request body is included You can use this setti
483. on page 4 5 for information on managing voice resources for call recording needs Offloading call recording voice files from your TeleVantage Server Each minute of call recording consumes 46 MB of disk space If you store all call recordings on the Tele Vantage Server computer it can rapidly consume your available hard disk space and interfere with phone system performance and users ability to receive voice messages Therefore it is highly recommended that you automatically offload call recordings from the TeleVantage Server computer The following are two ways to do so Automatically archiving recordings The recommended approach to archiving is to have TeleVantage automatically archive all recordings of a certain age You can choose which users are subject to automatic archiving and you can specify the network location of your choice for archive files Users with permission can then search manage and listen to the archived recordings using the TeleVantage Archived Recording Browser See Archiving call recordings and voice mail on page 12 39 Recordings are archived in VOX WAV or MP3 format with detailed Call Log information about the call Moving recordings to any e mail address As an alternative to automatic archiving you can use Tele Vantage e mail notification to automatically move call recordings to any e mail address To do so 1 Create a placeholder user named for example Recorded Calls to whom you send all
484. one automatically without the phone ringing or needing to be picked up All external callers ring the phone as normal To use this field voice first answering must be enabled at the system level see Setting general Tele Vantage options on page 3 3 and the user must have selected Aastra Powertouch or Cybiolink under Phone Type above Voice first answering is also available if your analog phone is in hands free mode Setting a digital station s special features The Phone Station Features tab for digital phones is described in Configuring digital stations on page 7 24 Configuring an analog phone s Caller ID display Use the Phone Caller ID Display tab to specify how TeleVantage extensions appear in an analog phone s Caller ID display For internal calls TeleVantage sends the user s extension as Caller ID Some Caller ID displays cannot handle Caller ID strings of less than 10 digits Check Pad extensions when sent as Caller ID to add digits to a short string so the phones display extensions correctly Choose the following padding options m Padding position Choose one of the following m Before extension Add digits before the extension with the padding character you select for example 186 m After extension Pads after the extension for example 186 a Padding character Type the character used to fill padding spaces for example CHAPTER 7 MANAGING STATIONS 7 21 Configuring a
485. one options on the Phone tab Use the Phone tab in the User dialog box to set general options for a user s station The Phone tab has different options depending on the user s type of phone analog digital or external Nathaniel Chestnut User Ea Category Phone User Bing phone for 20 seconds Voice Mail fee Phone T On off hook automatically speed dial E Call Announcing a e PE Station Features fv Enable call waiting I7 Do not play call waiting beep when using ViewPoint Caler ID Display JV Ring back if the user leaves a call on hold or parked Ring Patterns Hands free Ring back interval 45 seconds Automatic Log Out H Audio T Enable multiple line appearances E Security T Drop loop current when idle E Queue Dial by name Directory Drop loop current for millisecond ViewPoint J7 Imitate a station when routing incoming calls to external numbers F Automatically ao off hool Send digits to station Do not send digits x Flash behavior while in a call System default Menu assisted transfer g Previous Nest OK Cancel Help CHAPTER 7 MANAGING STATIONS 7 13 Setting the number of seconds to ring the phone In the Ring phone for __ seconds field enter the number of seconds TeleVantage rings the user s extension before proceeding to the next action in the user s routing list This option can also be set in ViewPoint Having the station automatically dial when taken
486. one or more users from templates on page 6 35 Note The fields SIP User Info and SIP URI apply to a user s SIP account See About SIP accounts on page 14 20 The MAC Address field applies to a user s Vertical Aastra SIP phone See Configuring a user for a SIP phone on page 14 10 m To manually enter a new user click New User to create a new row in the grid then fill in the user information m To add more users from a CSV file or Active Directory click Add and select the users as specified in the preceding sections 6 42 ADMINISTERING TELEVANTAGE m Toremove one or more users so that they are not imported select the users and click Remove Hold down the CTRL key while clicking to select multiple users You can click Export to export the list with changes you ve made to a CSV file 2 Click Import Tele Vantage will attempt to import users from the grid If there are any users who could not be imported the dialog box reappears with errors and warnings highlighted as follows m Errors in red Users with errors will not be imported Errors include duplicate extensions or DID numbers m Warnings in yellow Warnings indicate users who will be imported but who might cause administrative difficulties Warnings occur for users with ambiguous extensions for example 101 and 1014 shared station IDs and phone templates that don t match the phone type indicated by their station ID To have the Edit and Review
487. ong number message and disconnected the call If this message is seen frequently it may indicate that the number for the line in question has been distributed to potential callers or that the line is included in an inbound hunt group 108 Informational Inbound H 323 Gateway authentication failed Trunk Gateway extension Source nnn nnn nnn nnn This message indicates that an inbound H 323 Gateway call failed to provide the correct password 110 Error Error occurred trying to perform least cost routing 111 Error Unable to start Mail Server Voice Mail notifications via Email will be disabled On startup the TeleVantage Server was unable to start the e mail notification process For example it could not establish a MAPI connection with your mail post office Mail notification will be disabled until the problem is resolved Contact your Tele Vantage provider 112 Informational Started Mail Server An informational message indicating that the TeleVantage Mail Server started successfully when the Server started 113 Warning No loop current detected on outbound trunk N CHAPTER 12 MONITORING AND MAINTENANCE 12 23 114 Error Thread performing least cost routing is not responding 115 Error Server Restarted The TeleVantage Server had to be restarted by the TeleVantage Watchdog process 116 Error Server cannot record any more voice messages or calls Disk space is low TeleVantage cannot perform call
488. online books 1 9 online Help 1 9 Operator user 6 4 operator personal 6 15 INDEX 6 ADMINISTERING TELEVANTAGE options setting for user 6 3 Organizations associating users with 6 16 defining 11 3 with auto attendants 11 4 overview 11 2 outbound caller ID for system 5 29 for user 6 16 outbound only trunks configuring 5 4 overhead paging system creating 7 23 overview of configuring system 1 5 p pager notification of new messages 6 22 paging device 9 12 paging system creating 7 23 password assigning 6 14 expiration 3 12 expiration options 6 30 for Administrator 2 2 system settings for security 3 12 PBX IP Media Gateway 15 32 PDF books 1 9 PDNs on Toshiba phones 7 29 performance counters 12 37 permissions assigning to a user 6 32 dialing for a user 6 33 list of 6 51 personal operator 6 15 Phone Dialer 15 38 phones changing for Administrator 2 2 changing format from MDMF to SDME 7 7 playing system prompts 13 4 Please say your name prompt turning off 7 17 point to point for ISDN BRI 5 25 Polycom IP phone 15 18 prefix and suffix in Phone number dialing service 9 11 problems reporting to technical support 12 61 R recording system calls 4 2 system prompts 13 9 Recording Archive Service about 12 40 starting and stopping 12 43 recordings changing file format 2 10 creating 2 10 ringback tone 13 13 voice file formats 2 9 VOX files 2 9 WAV file
489. ontrol what ViewPoint views and Tele Vantage commands the user can use See the next section m Dialing permissions These control what phone numbers the user can dial See Dialing permissions on page 6 55 m Call center agent permissions These apply to agents in a call center queue only and control what queue features the agent can use See the TeleVantage Call Center Administrator s Guide Users inherit general permissions and dialing permissions from the roles to which they belong Roles are collections of permissions that you set up to define jobs or roles in your office See Managing roles on page 6 46 Users can also have individual permissions that override the permissions of the roles to which they belong 6 50 ADMINISTERING TELEVANTAGE General user permissions To assign permissions to a role see Creating a new role on page 6 47 To assign individual permissions to a user see The Security tab on page 6 30 You can assign the permissions in the following table TeleVantage General User Permissions Permission Controls the ability to Standard Access Tools menu in ViewPoint Use the Tools menu in ViewPoint which includes access to call forwarding personal status the Call Center Reporter and more See Using Tele Vantage Access call center reporter Use the call center reporter to run reports Access system call log via API Use the TeleVantage Client API s System GetSyst
490. or exchange area codes and exchanges never start with 0 or 1 m x Any digit from 0 9 m Any sequence of digits and asterisks to the end of dialed digits You can use this character in either of the following ways m To create an ambiguous timeout see Avoiding dialing ambiguities on page 9 7 m To include a variable number of trailing digits for a rewrite rule For example 1 would capture all digits or asterisks dialed after the 1 You cannot use the character when defining a stop rule You can use the available characters in combination For example 1617Nxxxxxx would activate the rule for any number in the 617 area code The string 1NxxNxxxxxx would activate the rule for any long distance number in the North American Numbering Plan The following list presents examples of match patterns and the phone numbers that match them CHAPTER 9 MANAGING OUTBOUND CALLS 9 31 m 1617Nxxxxxx matches 16173540600 and any other seven digit phone number in the 617 area code m 1617 matches 1617 16173540600 16173540600 123456789 or any other set of digits that follows the digits 1617 m Nxxxxxx matches 3540600 2000000 and any other seven digits in which the first digit is from 2 9 m matches any number dialed Notes m Amatch is made when any number beginning with the Digits dialed string is detected For example a Digits dialed string of 0 would activate the rule any number beginning with 0 such as 011 m Variab
491. or other city or area codes or add additional dialing exceptions Enter only those city or area codes for which local calling applies If a city or area code is not in the list all calls to it are dialed as long distance calls Exporting and importing dialing exceptions Exporting and importing dialing exceptions allows you to copy dialing exceptions from one TeleVantage Server to another or from one Phone Number service to another on the same TeleVantage Server so that you do not have to retype them on each system Dialing exceptions are exported into a comma separated value CSV file To export dialing exceptions 1 2 3 4 In the Phone Number Service dialog box click the Dialing Exceptions tab Click Export The Export Dialing Exceptions dialog box opens Enter a file name for the exported file Click Browse to specify a destination Click Finish to export the file ADMINISTERING TELEVANTAGE To import dialing exceptions 1 In the Phone Number Service dialog box click the Dialing Exceptions tab 2 Click Import The Import Dialing Exceptions dialog box opens 3 Click Browse to locate the file to import 4 Click Finish to import the file The Permissions tab General Trunks Location Settings Dialing Exceptions Permissions By default allow all numbers except those starting with 1900 Disallow The Permissions tab is used only for Phone Number dialing services It enables you to control which numbers c
492. or your company s name m Userinfo of SIP URI The phone number provided to you by Broadvoice m Userinfo of Contact URI The DID number of the Tele Vantage target that will receive inbound calls from Broadvoice If there is no TeleVantage target with matching DID inbound calls will be handled by the auto attendant assigned to the SIP trunk m Use this account in From header field on outbound calls Check If you have two system SIP accounts for Broadvoice check this field for only one of them m This is an account at external server Check and select the Broadvoice SIP server sip broadvoice com from the dropdown list m Register address of record for this account Check CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 41 m This account requires authorization Check and enter the username and password supplied to you by Broadvoice 4 Click OK The SIP Registration Bindings view The SIP Registration Bindings view shows a list of all SIP devices registered with the TeleVantage Server X SIP Registration Bindings ertical Teleyantage Administrator File Edit View Tools Help s sXal RZ SIP Registration Bindings Tg E Display Name Registration URI Contact URI H 323 Gateways E SIP Servers SIP Registration Bindings w Calls from 7 26 2005 10 55 58 AM to 87237201 0 Items Admin 100 207 79 15 11 OPS z For each registered SIP
493. ormation that further describes what was recorded example data used Notes Trunk 1 Unknown gt Station 2 Queue 500 CustomData CustProp1 Value of Custom Property 1 CustProp2 Value of Custom Property 2 Call Recording Details Direction Inbound From Unknown To Queue 500 Answered By User 2 From Number 6172344500 To Number 500 From Code lt None gt To Code lt None gt From Device Trunk 1 To Device Station 2 Duration 01 07 Start Time 8 31 2005 11 17 55 Stop Time 8 31 2005 11 19 02 Wait Time 00 07 Parties 2 Caller ID Name lt None gt Organization lt None gt Call Log ID 04010000002119 TeleVantage Code 1207 1010 1 4 4 ADMINISTERING TELEVANTAGE Storing call recordings on the TeleVantage Server If you decide to store call recordings on the Tele Vantage Server instead of offloading them you should choose the amount of disk space that you want to devote to storing call recording files Even if you configure TeleVantage to automatically archive call recordings daily you still need enough disk space to hold 24 hours of recordings before they are archived When this space is filled you can have TeleVantage automatically make room for the newest call recordings by deleting the oldest To set this up 1 Limit the size of the placeholder user s voice mailbox to the amount of disk space you want to devote to call recordings Use the formula 1 minute 46MB For examp
494. ory objects appears in the bottom pane Select the objects that you wish to import as TeleVantage users hold down CTRL while clicking to select multiple objects then click OK to return to the Select User or Groups dialog box with those users added 6 40 ADMINISTERING TELEVANTAGE 5 Click OK The Edit Property Map dialog opens where you can map how Active Directory fields are imported into Tele Vantage user fields Edit Property Map For each TeleVantage Destination Field select the source of the data by editing the Import Action and Action Details fields TeleVantage Destination Field Import Action Action Details Reset First Name mport from Active Directory givenName Last Name mport from Active Directory sn peo Title mport from Active Directory title Default Extension Auto number starting at 101 Station ID Auto number starting at 2 Expott DID Number gnore ete Password gnore Comments mport from Active Directory info NT Account mport from Active Directory sAMAccountName Home Phone mport from Active Directory homePhone Home Phone 2 mport from Active Directory telephoneNumber Mobile Phone mport from Active Directory mobile E mail mport from Active Directory mail E mail 2 gnore IM Address gnore Exchange Synchronization Mailbox gnore E mail Notification Address gnore 6 Each TeleVantage user field is listed as a row under TeleVantage Destination Field The fields are the same as in the User
495. osoft Exchange synchronization will be available the next time the TeleVantage Server is started Configuring users for e mail notification and synchronization For information on setting up e mail notification for a user see Setting e mail notification on page 6 21 For information on setting up Exchange synchronization for a user see Enabling Microsoft Exchange Server synchronization on page 6 19 CHAPTER 3 DEFINING SYSTEM SETTINGS 3 11 Enforcing strong password security Password security is crucial in preventing your company from being victimized by toll fraud Unauthorized users who gain privileged access to your telephone system can place outbound long distance or international calls that get charged to you In 99 9 of cases access is gained through insecure easy to guess passwords By making your passwords more secure you can dramatically increase the security of your TeleVantage system against toll fraud For more information about making your system secure see Appendix I of Installing TeleVantage To enforce strong password security on your system 1 2 3 Choose Tools gt System Settings The System Settings dialog box opens Choose the Security tab Use the following options to safeguard your Tele Vantage system against unauthorized access Passwords automatically expire after __ days Checking this option forces users to regularly change their passwords Enter the number of days that each use
496. ote For the Add and Export options in the dialog box see the next section Importing users in bulk Instead of adding users one at a time you can import multiple users at once into the Administrator from the following sources m A CSV comma separated value file A sample CSV file Sample csv showing the header rows is located in the Program Files TeleVantage Administrator directory m Your Microsoft Active Directory if you have one see Importing users from Active Directory on page 6 39 Microsoft NET is required to use the import users feature You can download Microsoft NET from www microsoft com downloads Importing users from a CSV file Before importing users from a CSV file you must prepare the CSV file in the proper format A sample guide file Sample csv is included with Tele Vantage in the Administrator s directory by default C Program Files Tele Vantage Administrator TeleVantage also provides the same sample in Microsoft Excel format Sample xls with formatting that the CSV version does not support CHAPTER 6 MANAGING USERS AND ROLES 6 37 To prep are the CSV file 1 Open the sample file Sample csv in Microsoft Excel or another editing program such as Notepad A B C DESERG EST ETFSENY EHH J K 1 First Name Last Name Title Extension Station ID DID NumbiPassword Phone Ten User Temp Comments NT AccourH 2 Miri Anatolia 100 1 100 3 Vin Williams 101
497. otification m Moving a voice message from the Inbox folder to the Deleted folder in either system also moves the voice message on the other system For example if you delete voice messages from the Tele Vantage Inbox using either the telephone commands or ViewPoint the corresponding e mail notifications and any attachments are deleted from the Exchange Inbox also m A voice message in TeleVantage is deleted permanently when the associated e mail notification in Exchange is deleted or is moved to any folder other than the Inbox or Deleted folder in Exchange Ane mail notification in Exchange is deleted permanently when the associated voice message is deleted permanently in TeleVantage m If a voice message is not attached to an e mail notification m An e mail notification in Exchange is deleted permanently when the associated TeleVantage voice message is deleted either via ViewPoint or the telephone commands m Deleting an e mail notification in Exchange has no effect on the voice message in TeleVantage Voice messages therefore cannot be deleted accidentally in TeleVantage before a user has the opportunity to listen to them Enabling e mail notification To enable e mail notification for the system do the following 1 If you are using MAPI for e mail notification be sure you have prepared your TeleVantage Server as described in Chapter 3 of Installing Tele Vantage 2 Choose Tools gt System Settings then choose the E mai
498. ou must update the phone too m Station credentials With this option you can enter the username and password of your choice which is unique for every station and will not change when the user s password changes When configuring the SIP phone s authentication fields you must enter the same username and password as specified here For more information see Authenticating SIP phone external stations on page 14 15 13 Click OK Using a SIP phone You should be aware and inform SIP phone users of the following SIP phone behaviors m SIP phones do not show as off hook in the Device Monitor or ViewPoint Extension lists until the number is fully dialed m When a SIP phone user dials 9 or other access code for an outside line the phone does not provide an external dial tone until the user has dialed the full number m After dialing the number the SIP phone user should press Dial or Send otherwise there will be a 3 to 4 second delay before the call is placed 14 14 ADMINISTERING TELEVANTAGE Authenticating SIP phone external stations When you use SIP phones as external stations the phone connects to TeleVantage as soon as the first digit is dialed or the Send button is pressed and is automatically identified as a TeleVantage station allowing the user to place outbound calls through TeleVantage This makes your system vulnerable to potential toll fraud since a hacker could gain access to the system by sending a S
499. ou set up dialing services with names like Phone Number Centrex Extension or Cambridge H 323 Gateway and access codes of 9 or 7 which makes it easy for users to remember the dialing service to use when they place a call For dialing services that you do not want users to access directly and that you may have hidden see Hiding dialing services on page 9 6 consider using 4 digit access codes of the form 80xx Doing this places the access codes in the same numbering space as is used for auto attendants which helps prevent dialing ambiguities It is important not to select access codes that begin with the same digit as extensions ADMINISTERING TELEVANTAGE Avoiding dialing ambiguities When setting up access codes extensions and auto attendant menu choices it is possible to introduce ambiguities that will delay dialing For example if you have a dialing service with an access code of 9 and a user with the extension 901 a user who dials either one will experience a delay while TeleVantage waits to see if the number is complete Note Users can bypass the delay by pressing after dialing You can change the length of the delay by modifying the internal dialing ambiguous timeout system setting see Setting dialing timeouts on page 9 35 The same delay exists when dialing from an auto attendant to bypass that delay see Avoiding the auto attendant ambiguous dialing delay on page 10 19 TeleVantage warns
500. ounts with the name address of your TeleVantage Server Using the eyeBeam softphone with Tele Vantage See Appendix G of Using Tele Vantage for instructions on using the eyeBeam interface Using SIP servers For TeleVantage to communicate with an external SIP PSTN gateway device such as an FXO adapter or service provider you must create a corresponding Tele Vantage SIP server and a SIP dialing service Once these are defined all Tele Vantage users can place and receive calls through the SIP device or provider For example when you create a SIP server defining a PSTN Gateway device any user can make SIP calls to the regular telephone network through that device by picking up his or her phone and dialing the access code of the SIP dialing service Note This section describes creating a SIP server in generic terms For specific instructions on creating SIP servers for several PSTN Gateway devices and the Broadvoice SIP service provider see later in the chapter Examples of external SIP entities requiring SIP servers are PSTN gateways Devices that convert VoIP calls into calls on the Public Switched Telephone Network PSTN Note that you do not need an external PSTN gateway device for users to make SIP calls to the phone system TeleVantage acts as a full featured PSTN gateway when there are the proper trunk and station resources installed However using a third party PSTN gateway device allows you to have your Tele Vantage Server in
501. outbound Caller ID name for example your business name Note ISDN carriers currently do not support custom Caller ID names The Caller ID name they attach to a call comes from a national database based on Caller ID number The name you enter here would only be used in a Server to Server configuration using H 323 Gateways m Span Caller ID number This span s outbound Caller ID number for example your business main number If unchecked Caller ID number is set by your telephone company 5 30 ADMINISTERING TELEVANTAGE m Blocked Check to block outbound Caller ID information on this span so that it does not appear to the destination party Note that the system still sends Caller ID information even though it is blocked this is a requirement because some institutions have the right to read blocked Caller ID for example emergency services and 800 numbers 5 Under If it exists send specify whether to send Individual or system default Caller ID name and number If checked the custom Caller ID information specified for a user queue or the system as a whole is attached to outbound calls where specified User and queue settings override the system wide setting if both are specified If no custom information is specified the span settings are used If unchecked customized numbers are ignored and the Span Caller ID number setting in step 3 is always used 6 If your ISDN provider limits the outbound Caller ID numbers on this
502. owing 1 Ifthe TeleVantage Server resides behind a NAT firewall of its own be sure to set port forwarding on that NAT to the Tele Vantage Server SIP port by default 5060 See the previous section If there is also a NAT firewall in front of Tele Vantage further steps are necessary See the next section NAT firewall also in front of TeleVantage In the Administrator edit the SIP span and go to the NAT Firewall tab Configure the following settings in the Remote NAT traversal section Symmetric request route mode When TeleVantage recognizes an incoming request as coming from behind a NAT firewall device using the Symmetric network mask field below the return messages it sends must follow symmetric routing that is it extracts from within the message the correct IP address of the end point and sends to that rather than to the IP address of the NAT firewall Specify one of the following here Symmetric address and port TeleVantage extracts and uses both the IP address and the port number for symmetric routing This is the default setting and is the most common Symmetric address only Tele Vantage extracts and uses only the IP address for symmetric routing The port number used is the one received Use this setting if your firewall cannot handle full symmetric routing that includes the port number Symmetric network mask Enter the addresses of all remote NAT firewall private networks that contain a SIP end po
503. ows 2000 CHAPTER 12 MONITORING AND MAINTENANCE 12 37 To add the Tele Vantage counters to the System Monitor display right click on the display and choose Add Counters from the shortcut menu In the Add Counters dialog box choose one of the TeleVantage groups from the Performance object drop down list Add Counters Use local computer counters Add gt x Select counters from computer TELEVANTAGE pd ik Explain Performance object Phone System Calls pa Phone System Devices PhysicalDisk Select instances from list Process Processor Allinstences Redirector Server Server Work Queues SOLServerAccess Methods SQLServer Backup Device As shown in the next figure TeleVantage performance counters for the group you have chosen are listed under Select counters from list To add a counter select it from the list and click Add Repeat this process for each counter that you want to display When you have selected all of the counters that you want to view click Close Add Counters x C Use local computer counters Add Select counters from computer MTELEYANTAGE pd Explain di Performance object tem Calls C All counters Alliinstances Select counters from list Select instances from list Total Calls 12 38 ADMINISTERING TELEVANTAGE The counters you have selected are listed below the performance graph in the main System Monitor window is Performan
504. ox to start the Recording Archive Service automatically whenever the TeleVantage Server starts Archiving mailbox recordings You can archive mailbox recordings automatically according to the settings in the Recording Archive Service Manager or archive manually at any time You can modify the mailbox archive settings for an individual user when you set up the archiving event Archiving mailbox recordings automatically Use the Tele Vantage Administrator to configure automatic archiving for various mailboxes according to the following steps To archive mailbox recordings automatically 1 Choose Tools gt System Settings When the System Settings dialog box opens choose the Recordings Archive tab X System Settings Category Server A Archiving server Call Data Organizations Business Hours Archive the following mailboxes H Licenses Name Folders Days to keep Forn Dial by name Directory H E mail Notification H Security E Audio Call Log and Trunk Log Internal Dialing External Dialing H Emergency gt Reminder Beeps Change Fah Nana Cancel Help The Archiving server field is blank until you configure the Recording Archive Service to include the list of Servers from which mailbox recordings will be archived according to the instructions in Configuring the Recording Archive Service on page 12 41 12 44 ADMINISTERING TELEVANTAGE Note If you s
505. paign calls you can track the time resources and results of the campaign Account code information appears in the Call Log see Using the Call Log view on page 12 12 and you can generate reports using the Tele Vantage Call Center Reporter that show calls by account code For information about the Call Center Reporter see Tele Vantage Call Center Administrator s Guide ADMINISTERING TELEVANTAGE Example Your office is working on the Gould case and the Avellanos case You give the Gould case an account code of 88 and the Avellanos case an account code of 55 Whenever users place or receive calls relating to the Gould case they enter 88 Whenever they place or receive calls relating to the Avellanos case they enter 55 You can then run a report that sorts calls by account code and see the phone traffic for the Gould and Avellanos cases separately You can also run a report that sorts by user so that you can see how much phone time a specific user spent on each case Account code modes On a per user basis you can set account code entry to be voluntary or required You can also choose to have the system verify account codes against a list of valid account codes The following account code modes are available m Optional non verified The user is not prompted to enter account codes but can enter one if desired If the user does enter an account code it is not checked against the list of valid account codes m Optional veri
506. pecify multiple TeleVantage Servers for archiving archiving occurs on one Server at a time in the order that the Servers are specified here Once archiving completes on one Server it starts on the next Server in the list Mailbox recordings from all of the Servers are archived to the same archive folder Note Each TeleVantage Server name that you specify here is used to populate the Archiving server field on that Server s Recording Archive tab Tools gt System Settings in the TeleVantage Administrator For details see Section Message TeleVantage Recording Archive Service has not been configured to archive this server when starting the Administrator on the TeleVantage Server in Appendix B in Installing Tele Vantage 12 42 ADMINISTERING TELEVANTAGE To permanently remove a TeleVantage Server from the list select it and then click Remove Once removed from the list you cannot automatically or manually archive mailbox recordings from that Server To temporarily prevent mailbox recordings on a specific Server from being archived see the next step Select the Enabled checkbox for each Server that you want to archive automatically Note If Enabled is not checked mailbox recordings will not be archived automatically on the Server but you can still perform manual archives according to the instructions in Archiving mailbox recordings manually on page 12 45 Click OK to save your changes TeleYantage 4 x Arch
507. perator user you will see a reminder message prompting you to do so each time you start the Administrator For instructions on changing passwords see Creating a password on page 6 14 For more information about system security see Appendix of Installing Tele Vantage Reconfiguring the computer to use a different phone Each computer running the Administrator or other TeleVantage workstation applications has an assigned phone which it uses when you perform commands such as making recordings or listening to voicemail The phone is specified by the station ID you enter when logging on see the previous section To change the phone associated with the computer click Options when logging on and enter the new station ID You must do this for example if you move the computer to an office with a different phone The Administrator interface The TeleVantage Administrator interface is composed of views see Working in views on page 2 7 Each view enables you to configure manage or monitor an aspect of the TeleVantage system View Description See Manage TeleVantage users Includes The Users view on page 6 6 changing passwords and allocating 9 disk space to users for voicemail messages and greetings Users Manage workgroups groups of About Workgroups on ra related extensions or contacts page 8 2 Tonks Manage the phone lines or Internet The Trunks view on i trunks that connect your TeleVa
508. pgrading old IP phone users with station ID 0 on page 7 9 ADMINISTERING TELEVANTAGE Configuring call screening announcing and forwarding Use the Phone Call Announcing tab in the User dialog box to set call screening announcing and forwarding options for the user s phone Phone 1 Call Announcing I Announce who the call is for Screen and announce the caller for these types of calls fe Internal IV External T Extemal Direct fe Ask callers without a voice title for their name T If caller ID is present do not ask for their name I Announce who is transferring Call Forwarding Announcing who the call is for With Announce who the call is for checked when the user picks up the phone he or she hears a recorded message that says Call for followed by the name of the user being called This setting is useful when users are sharing a station Customizing or turning off call announcing Call announcing allows the user to screen callers using their telephone When the user answers his or her phone Tele Vantage plays Call from followed by the name of the caller The user can then accept or decline the call see Using TeleVantage for detailed instructions Under Screen and announce the caller for these types of calls choose any of the following m Internal Calls from other TeleVantage users m External Calls from external callers who reached the auto attendant including those transferred to the user
509. phone s ring patterns Use the Phone Ring Patterns tab to customize ring patterns for the phone You can set different ring patterns for Internal calls and External calls Configuring a station for hands free answering This section applies to all phone types analog internal and external stations and digital phones Use the Phone Hands free tab to enable hands free answering for the user a feature which is especially helpful for headset and speakerphone users Using hands free answering a user can leave his or her phone off hook and still receive place and end calls The dial tone does not play and the phone does not ring When an incoming call arrives a beep plays to notify the user then the call is connected For complete instructions on working in hands free mode see Using Tele Vantage Note If you are using a BCP Connection Panel with stations 1 through 4 in hands free mode and the Server goes down the Dialogic BCP Panel s Watchdog mode will be prevented from restoring phone service to those stations For more information about Watchdog mode see Installing Intel Telephony Components To enable hands free answering for the user 1 On the Phone Hands Free tab check Enable hands free answering If unchecked hands free answering is turned off and the user s phone behaves normally 2 Toallow dialing while using hands free answering check Allow dialing in hands free mode If checked the user can place calls by d
510. pped CHAPTER 12 MONITORING AND MAINTENANCE 12 41 2 Click Settings The Tele Vantage Recording Archive Service Manager Settings dialog box opens TeleYantage E x Archive Settings Recording archive shared folder Add an archive time Add Run archive at these times 03 00 AM Remove TeleVantage Servers enabled Name O Add Remove me To specify the Recording archive shared folder Click L and browse to the archive folder you created see Chapter 15 of Installing Tele Vantage The archive folder is a network folder where mailbox recordings are archived that must be shared with full read write permissions to any user who wants to access the recordings If you are archiving mailbox recordings from multiple TeleVantage Servers all Servers archive to individual subfolders within the archive folder Specify the time when mailbox recordings will be archived automatically The default archive time is 3 00 AM You can specify additional archive times if you need to archive more frequently Under Add an archive time enter the time using the format hh mm AM or PM and then click Add to add it to the Run archive at these times list To remove an archive time from the list select it and then click Remove To add a TeleVantage Server to the list of Servers from which mailbox recordings will be archived click Add and then browse to the Server that you want to add When you s
511. pt for wild card characters conflict with each other For example 1234 conflicts with 1234 and 1234 In the case of conflicting entries only the first entry is used to verify account codes Using a verbal account code prompt By default the account code prompt is a single beep You should explain to your users that they must enter an account code when they hear the beep Tele Vantage provides an alternate account code sound file with a verbal prompt that says Please enter an account code To use the verbal account code prompt instead of the beep 1 Find the file Account CodePrompt vox in the user directory This file contains the beep By default the path is C Program Files TeleVantage Server Vfiles User AccountCodePrompt vox 2 Rename the file for example to AccountCodePrompt vox beep Users now hear the verbal prompt instead of the beep when they are prompted to enter an account code Note By renaming the beep file TeleVantage automatically uses another AccountCodePrompt vox file which is found in your language directory and which contains the verbal prompt The default path for the English language verbal prompt file is the following It or any other language version of this file can be rerecorded using the System Prompts view C Program Files TeleVantage Server Vfiles EN00 AccountCodePrompt vox Viewing account codes in the Call Log or Call Monitor The Call Log view contains an Account Code column that
512. pter 9 If you are using an external SIP PSTN gateway device or an external SIP service provider create a TeleVantage SIP server for each external entity See Using SIP servers on page 14 32 In addition if your system or any of your SIP end points reside behind a NAT firewall you will need to make special configuration changes See Supporting SIP calls over NATs firewalls on page 14 43 Calling TeleVantage extensions from external SIP devices As soon as you create a SIP span and a SIP dialing service external callers with SIP devices can place calls to TeleVantage users by entering the following address sip lt User s extension sSIP span IP address gt For example if Vin Williams extension was 105 and your SIP span s IP address was 11 22 33 44 SIP callers would place calls to Vin Williams at sip 105 11 22 33 44 Users can also customize their SIP URIs in which case their address would be different See Creating a SIP account on page 14 20 Dialing SIP addresses from TeleVantage When you create a SIP span and SIP dialing service TeleVantage users can place calls to SIP addresses from ViewPoint by entering the SIP URI for example sip vwilliams example com in the Dial toolbar field or anywhere else they could enter a phone number Troubleshooting SIP For tips on troubleshooting SIP see Appendix H of Installing Tele Vantage CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 3 Addi
513. pts it at which point TeleVantage sends the call to the destination you specify in Calls are sent to The default of 2 rings allows for the capture of Caller ID on analog trunks which in the U S appears between the first and second ring In areas such as the U K where Caller ID appears before the first ring this setting can be changed to 1 so that calls on an inbound trunk are answered after the first ring ADMINISTERING TELEVANTAGE TeleVantage uses Caller ID for identifying contacts performing callbacks and other features m Calls are sent to Select the auto attendant user ACD workgroup call center queue or IVR Plug in that answers all inbound voice calls on this trunk To change the target according to time of day send the calls to an auto attendant and define the appropriate scheduled transfer action m Faxes are sent to Select the extension that answers all inbound fax calls on this trunk See Setting up fax routing on page 5 7 for more information Retrieve DID digits from this analog line Check this box to detect DID digits and route inbound calls directly to the user auto attendant or IVR Plug in associated with the DID number See Setting up digit collection on an analog trunk on page 5 13 for more information m Allow outbound calls Check this box if the trunk is used for outbound calls Centrex PBX transfers supported If this is a Centrex trunk or a trunk connected to an external PBX check
514. r reminder beep on TeleVantage call recordings If enabled the reminder beep is heard by all parties in the call and is included in the recording You can enable or disable recording beeps for each type of Tele Vantage call recording To include a reminder beep 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Choose the Recordings Reminder Beeps tab Recordings Reminder Beeps T Play reminder beeps during user call recording T Play reminder beeps during queue call recording T Play reminder beeps during system call recording 3 Check the appropriate box to include a beep with each type of recorded call as follows m User call recording Call recordings made manually by users using the 16 telephone command or ViewPoint s Call Monitor commands m Queue call recording Automatic call recordings set up in a call center queue These include queue call recordings and agent call recordings m System call recording Call recordings set up in System Settings Recordings System Call Recording tab as described in this chapter 4 Click OK Customizing the recording beep You can customize the beep and interval of the reminder using Tele Vantage advanced settings See Appendix J of Installing TeleVantage CHAPTER 4 RECORDING ALL TELEVANTAGE CALLS 4 7 Archiving call recordings To save space on the Server and improve ViewPoint performance you can archive call recordings to a location of your ch
515. r IVR Plug in or queue select an optional Announce prompt that determines what callers hear when they select this menu choice m Nothing The call is transferred with no announcement m Name or extension Announces the name of the user IVR Plug in or queue using the voice title if available If no voice title is available the auto attendant announces the extension to which the call is transferring m One moment please Announces One moment please as the call is transferred CHAPTER 10 HANDLING INBOUND CALLS 10 11 5 Click the Advanced tab Edit Menu Choice General Advanced Change the caller s telephone prompts to American English Set these custom data and skill requirements Custom Data Skill Requirement Add Edit Delete H Cancel Help To change the language of subsequent prompts check Change the caller s telephone prompts to Then select another language that was installed with Tele Vantage from the dropdown list When callers press the key for this menu choice all subsequent prompts are in the language you specify here For example to give callers the option of accessing a dial by name directory in Spanish set up a dial by name menu choice on the General tab and then select Spanish on the Advanced tab To set the value for one or more custom data variables or call center queue skill requirements whenever this menu choice is selected click Add The Custom Data
516. r Set in service on startup controls whether trunks are placed in service when the TeleVantage Server starts up and taken out of service when the Server is shut down When the Server is down incoming calls receive a busy signal If you change this parameter you must restart both the TeleVantage Server and the Dialogic drivers Check Apply these settings to all ISDN PRI E1 CAS spans to update all existing spans of this type with your settings 5 24 ADMINISTERING TELEVANTAGE Using ISDN Two B Channel Transfer Two B Channel Transfer is a phone company service that enables you to conserve Tele Vantage trunk use when transferring incoming calls to another external number By default Tele Vantage uses two trunks when an incoming trunk call gets transferred or forwarded to an external number With Two B Channel Transfer TeleVantage signals the ISDN carrier to perform a direct transfer between the two external numbers enabling TeleVantage to release both trunks To use ISDN Two B Channel Transfer the following must be true m The routing list transferring the call to the external number must check Attempt Centrex PBX transfer See Chapter 15 of Using TeleVantage m Your ISDN carrier must support the ISDN Two B Channel Transfer feature and enable it for your ISDN PRI span using the NI2 protocol only it is not enabled by default in most locations Two B Channel Transfer Supported must be set to Yes on the Tuning tab of the ISD
517. r Usage Jala lp pi Sheets 5heet2 Sheet3 Dip Ready i aa RY EEA BU kasi Ka KG Configuring TeleVantage for SIP Setting up TeleVantage for SIP including SIP phones and gateways involves the following tasks 1 Install the Intel telephony components and software required to support SIP telephony See Installing Intel Telephony Components for more information 2 If you will be using Vertical Aastra SIP phones install a TFTP server such as the one included on the TeleVantage Master CD See Installing Tele Vantage for instructions Add and configure one or more SIP spans See Adding a SIP span on page 14 4 Add and configure one or more SIP dialing services See Adding a dialing service on page 9 9 14 2 ADMINISTERING TELEVANTAGE 5 Ifyou are using SIP phones configure each SIP phone user to set up his or her SIP phone as an external station See Configuring a user for a SIP phone on page 14 10 6 Customize SIP accounts for users and if necessary create system SIP accounts for external SIP devices or providers See About SIP accounts on page 14 20 7 To support SIP stations message waiting displays specify a system voicemail access code See Setting voicemail access for SIP stations and users on page 14 22 8 Connect and configure any SIP phones or external SIP PSTN gateway devices you will be using For each device see the appropriate section in this cha
518. r a DID number see Assigning a DID number on page 6 14 DNIS Dialed Number Identification Service Provides DID data on toll free lines such as 800 877 and 888 numbers Throughout Tele Vantage DID means both DID and DNIS CHAPTER 5 MANAGING TRUNKS AND SPANS 5 5 Collecting ANI DID digits Some caller or number identification services that you can order with your analog or Robbed Bit T1 phone lines require that TeleVantage collect information that arrives with an inbound call Note TeleVantage automatically collects Caller ID digits on analog trunks and ANI DNIS digits on ISDN or CAS trunks if available If your system has only these trunk types and services you can skip this section For TeleVantage to collect DID DNIS information when a call arrives on an analog or Robbed Bit TI trunk or to collect ANI digits on a Robbed Bit TI trunk the TeleVantage Server needs to know exactly how the data is signaled Use the information supplied by your telephone company or T1 carrier to define these signals to TeleVantage For detailed instructions see m Setting up digit collection on an analog trunk page 5 13 m Instructions for using the Robbed Bit T1 Experimenter in Installing Tele Vantage See Installing Tele Vantage for information about ordering and installing DID DNIS for analog or digital lines Using DID with Robbed Bit T1 trunks 1 2 4 Make sure that your Robbed Bit T1 trunks have been inst
519. r a station ID of 0 Note Station ID is not used for users of the type ACD workgroup or H 323 Gateway It is important to understand the distinction between a user s extension and station ID m Extension The number that callers dial to reach the user not the number they dial to reach the telephone on the user s desk Because users can set up call forwarding or routing lists to route their calls elsewhere a call to a user s extension might actually ring another phone in the office their home phone a cell phone and so on CHAPTER 6 MANAGING USERS AND ROLES 6 13 m Station ID The station ID represents the physical telephone assigned to the user either a normal TeleVantage phone or a remote phone defined as an external station It also represents the user s default location In the absence of call forwarding or other custom changes calls to the user s extension ring his or her station There is no way to dial a phone according to its station ID Changing the station ID default When you create a new user Tele Vantage suggests the lowest unassigned station ID By default your first station IDs are assigned starting with station ID 1 To start with a different station ID choose Tools gt Options and enter a different Starting station number The station ID you enter for a user however must always be the actual station ID of the user s phone for Tele Vantage to work correctly Station ID and station licenses Each ti
520. r example Jhon Smith an ambiguous name for example John S or a problem with the address book associated with the default MAPI profile on the TeleVantage Server PC 158 Error Failed to send email subject TeleVantage failed to send the specified email notification This can happen for numerous reasons such as a network failure The specific error is included if available 159 Error Exchange server synchronization failed for TeleVantage lt username gt with Exchange mailbox lt name gt on Exchange Server lt servername gt TeleVantage failed to synchronize voice messages with email notifications in the Exchange mailbox for the specified user This can happen for numerous reasons such as a network failure The specific error is included if available 160 Error Error archiving voice mail lt name gt 161 Error No Voice Resource Available For Beep during Call Recording 162 Error Server Started After Unexpected Shutdown 163 Warning No conference resource available The Server has run out of conference resources These messages will be logged every 15 minutes while conference resources are out You can choose whether to log these messages using the Advanced Setting OutOfConfResEventInterval See Appendix J of Installing Tele Vantage or instructions on advanced settings CHAPTER 12 MONITORING AND MAINTENANCE 12 29 164 Warning Server cannot communicate with Workstation applications because yo
521. r it is also a Registrar 1 Enter the following basic information m Name A name for the SIP server The name you enter will be referred by the SIP to Phone Number or SIP to PBX Centrex dialing service as well as user and system SIP accounts m Comments Any descriptive information about the SIP server 2 In the SIP server location section specify the location of the external SIP entity in one of the following ways 14 34 ADMINISTERING TELEVANTAGE m Server If the external SIP entity has a fixed IP address or DNS name check this option and enter the IP address or name here Important Sipura devices do not use the default port so for Sipura devices you must enter the IP address followed by a colon and the Sipura device s SIP port number For example 10 11 12 13 5062 See Configuring a Sipura FXO port as a PSTN gateway for TeleVantage on page 14 27 for more information m Registered to SIP span Check this option for external SIP entities that have no fixed IP address but instead are configured to register with the Tele Vantage Server Some PSTN gateway devices fall into this category The IP address of your SIP span should appear in the field by default If the field is blank add a SIP span see Adding a SIP span on page 14 4 In the Userinfo field enter the user information that the external SIP entity will use to register with TeleVantage Note that you must configure the external SIP entity to use that sa
522. r location User name Password SIP server authentication credentials m m Confirm password Handle calls from this server as Telephone calls Define the handling of incoming calls as follows 1 Check Identify inbound calls from SIP server using if Tele Vantage will be processing or displaying inbound calls from the external SIP device server in any way other than as generic SIP calls If unchecked Tele Vantage treats inbound calls as generic SIP calls unrelated to the PSTN If checked a security risk exists that bogus SIP messages can access the PSTN through TeleVantage To negate that risk choose SIP server authentication credentials and enter the username and password for the external SIP device service If connecting to an ITSP verify that the ITSP supports inbound authentication This setting ensures that only actual calls from that device service will be accepted If you choose SIP server location Tele Vantage accepts all inbound calls from this external device service without performing an authentication check Check Handle calls from this server as telephone calls to have Tele Vantage assume that INVITE requests from the SIP entity originated as telephone calls on the PSTN network If checked Tele Vantage displays the call as originating from the telephone that called into the external SIP device service the userinfo part of the caller s SIP URI displays as the call s DID number and th
523. r may keep a password before the system requires them to change it to something new You can override this setting for individual users to permit passwords that never expire You can also manually force a user to change his or her password whenever you want See The Security tab on page 6 30 Note You should exempt users with Polycom H 323 phones from having to change their passwords Automatically lock out accounts after __ failed logon attempts If checked the system locks out an account after the number of consecutive failed logon attempts that you enter A locked out account cannot log on to the system even with the correct username and password until the administrator unlocks it Note For lockout to occur the multiple failed logon attempts must all happen within a 30 minute time period You can change this time period by changing the LockoutResetInterval registry setting See Appendix J of Installing Tele Vantage To unlock a locked out account do the following m User In the Users view double click the user to open the Users dialog box click the Other tab uncheck User is locked out and click OK m Queue In the Queues view double click the queue to open the Queue dialog box click the Account tab uncheck Queue is locked out and click OK Hang up trunks after __ failed logon attempts If checked the system hangs up on any incoming caller who tries to log on to a TeleVantage account with an invalid password after
524. r provides a method of enabling them See Enabling DM3 ISDN trunks after upgrading on page 5 19 If you previously used auto archiving of voice messages or call recordings auto archiving will be turned off after installing this version of Tele Vantage To archive voice messages and call recordings again you must configure the TeleVantage Recording Archive Service See Archiving call recordings and voice mail on page 12 39 If you intend to use both SIP and H 323 Internet telephony with Intel IP boards you must use H 323 with a host based stack If your IP boards do not support host based stack you cannot use SIP To switch your Intel IP boards to a host based stack for H 323 you must reconfigure the IP boards using the Dialogic Configuration Manager selecting appropriate the host based firmware load Then in the TeleVantage Administrator edit the H 323 span and set it to use a host based stack The TeleVantage Problem Report Wizard now generates ZIP files not CAB files The following documentation sections have been moved from Administering Tele Vantage to Installing Tele Vantage Extending TeleVantage TeleVantage Configuration Settings including registry settings and advanced settings Protecting Your Phone System Against Toll Fraud Issues with VoIP Phones and TeleVantage SMDR Service ADMINISTERING TELEVANTAGE Before configuring a new TeleVantage system Before you configure a new installation of TeleVantag
525. r service you specify does not influence call routing It is used only to determine location settings for the routing service 4 Click the Routing Rules tab and add routing rules see Adding a new routing rule on page 9 29 until you have provided coverage for all phone numbers that you expect users to dial 5 Click OK to add the routing service The Routing Rules tab The top pane on the Routing Rules tab displays routing rules for this routing service The bottom pane displays the routing variables that are currently available Click Routing Variables if you need to create or edit routing variables for use in your routing rules See Adding custom routing variables on page 9 32 for more information E E Untitled Routing Service ol x General Routing Rules 0 1 2 3 45 6 7 8 9 Cancel Help To create a new routing rule click Add see the next section 9 28 ADMINISTERING TELEVANTAGE Adding a new routing rule When you click Add On the Routing Rules tab the Add Routing Rule dialog box opens Add Routing Rule m Use this rule under the following conditions Digits dialed X I7 Schedule Always H T Membership All users E r Execute the following action Route the call to another dialing service Dialing service 9 Phone number gal New digits X Stop processing rules Stop reason Notes oe E Cancel Help Use t
526. raight to the next step on the user s routing list The user never hears the call waiting beep Enable call waiting checked Standard call waiting The user has two lines one for the current call one for the call waiting call Once both lines are in use new incoming calls go straight to the appearances next routing list step without beeping unchecked Enable multiple line The user has the number of lines that you specify When the user is on the phone he or she hears the call waiting beep and can press Flash to accept incoming calls until all the lines are in use Only when all the lines are in use do new incoming calls go straight to the next routing list step without beeping Enable call waiting unchecked Enable multiple line appearances checked The user has an infinite number of lines New calls Both checked always trigger call waiting and never go straight to the next routing list step A user with active calls on multiple lines can switch between them using the Call Monitor or the telephone commands as described in Using Tele Vantage Dropping station loop current when a call disconnects Check Drop loop current for __ milliseconds to have TeleVantage briefly interrupt current on the line whenever the station enters the Idle state on hook not in a call This setting is useful if you have a third party application that needs disconnect supervision to detect the moment a call ends for
527. rchive is made Any existing archive files remain in the old location Avoiding CPU spikes while archiving Archiving the Call and Trunk logs can be CPU intensive To avoid CPU spikes you can use the Artisoft CallLog AutoArchiveDelay advanced setting See Appendix J of Installing Tele Vantage for instructions on advanced settings Moving voice files If disk space is low on the drive on which you installed TeleVantage you can move your voice message and prompt files to another local drive that has sufficient space To move voice files you must log on to the Administrator as a user who has write access to both the source and destination directories To move voice message files 1 Shut down the TeleVantage Server You cannot move voice files while the Server is running Start the TeleVantage Administrator Pad Choose Tools 5 Systems Settings and then click the Storage tab 4 Click Move 12 52 ADMINISTERING TELEVANTAGE 5 Choose a new location for your voice files The drive you select must be a local drive on the TeleVantage Server not a network drive 6 Click OK Changing special TeleVantage directories You can change the location where TeleVantage stores the following important components on disk m The database m The database transaction log m The database backup m Voice files Note You must shut down the TeleVantage Server before changing the location of special directories To change special TeleVan
528. rding all Calls ese seeeseeessceesececeeneceenesesneeeseeeesaeeseanesesnesesnenenaes 4 6 Including a beep on call recordings ccc ccceeeeceeeeeeeeeeeeeeeeeeeeneeees 4 7 Customizing the recording beep ou eee eeceeeeeeereceeeeetneeeaeeeeeees 4 7 Archiving call recordings eecceeeceseseseneeeeseeeeeeeeeeeeeeeeeeseaeeseaeeeneees 4 8 Chapter 5 Managing Trunks and Span eccesseeeeeeteeeeeeeeees 5 1 About trunks and SpanS eee eeeeeeeneeceneeeeaeeceseeeeeeeeeeaeessaeeseneeeeaeees 5 2 Trunk TYPOS kaaa aNG eee 5 2 Adding trunks tiiis n agam an 5 3 Naming trunks akan GAPAN 5 3 Monitoring MUNKS titinda iaeiei iaoeiaiai deta 5 3 Deleting trunks nininini e a a ieee 5 4 Configuring trunks for inbound and outbound calls eee 5 4 Inbound and outbound calls and hunt groups 5 5 Placing outbound calls on a specific trunk 11 an 5 5 Telephone company services that help TeleVantage 5 5 Collecting ANI DID digits 0 0 0 0 eee eee eeeeseeeeeeeeeeeeaeeeateeetneeeaeeeeeaes 5 6 Using DID with Robbed Bit T1 trunks eee eee 5 6 Using DID with analog trunks cece eeeeeeeeceeeeeeeeeeeeeteeseaeeeeeeeeeaees 5 6 Setting UP TAXOUTING da ak a ahaha 5 7 Customizing fax routing 2 ee eee eeeneeeeeeeeteeeeaeeeeeeeteeeseeeaeeeeeeeteaeeaes 5 7 Using Delayed Answer AA ates aaea RATAA aN 5 8 ADMINISTERING TELEVANTAGE Enabling Delayed AnSWe I
529. rdware and licenses as described in Installing Intel Telephony Components and Installing Tele Vantage Stop the Server In the Administrator choose Tools gt System Settings go to the Server tab uncheck Server should not detect devices during startup and click OK 4 Start the Server again Getting technical support Contact your TeleVantage provider for technical support For information about how to report problems see Reporting problems to your TeleVantage provider on page 12 61 Before contacting technical support use the TeleVantage documentation as described in the next section TeleVantage documentation TeleVantage provides documentation in several easy to access online formats that provide the benefits of instant hypertext navigation This section describes the different TeleVantage documents and how to access them in various formats Ordering printed documentation You can order extra copies of printed TeleVantage documents To do so contact your TeleVantage reseller or visit www vertical com 1 6 ADMINISTERING TELEVANTAGE The TeleVantage documentation set The following table describes the TeleVantage documents and the formats in which each is available See the next section for instructions on using each format HTML lexeye Acrobat PDF PNETEL in print Audience Document Installing TeleVantage This manual covers the requirements and installation process for upgrades a
530. re the external stations now start Assigning external stations to users You assign an external station to a user by assigning the user the station ID of an external station See Assigning a station ID on page 6 13 Once you ve assigned the station ID you can then configure the external station using the Phone tab of the User dialog box See Configuring a user s external station on page 7 10 Automatically upgrading old IP phone users with station ID 0 If you have IP phone users from a Tele Vantage 5 or earlier who were created with station ID 0 you can easily convert them to external stations You must first have enough available unassigned external stations to accommodate the old IP phone users you want to upgrade Automatically upgrading performs the following changes to each old IP phone user m They are assigned the external station ID of your choice with settings that match their prior Use IP Phone settings m Call forwarding is turned off CHAPTER 7 MANAGING STATIONS 7 9 To upgrade old IP phone users 1 Choose Tools gt Upgrade Remote Phones The Upgrade Remote Phones dialog box opens showing each user defined with station ID 0 and an IP phone Upgrade Remote Phones User Action Cecilia St John Do not upgrade Dingo Frye Do not upgrade iy Do not upgrade ha External station 27 External station 28 Shannon Ro Cancel Help 2 For each user whom you want to upgrade to a
531. re detected before your H 323 or SIP spans CHAPTER 5 MANAGING TRUNKS AND SPANS 5 19 Adding digital ISDN or CAS spans Use the following procedure to add an ISDN T1 ISDN E1 or CAS El trunk To add ISDN Basic Rate Interface BRI trunks see Adding a digital ISDN BRI span on page 5 21 1 Choose Trunks gt New Trunk gt ISDN CAS T1 E1 Span A new ISDN CAS TI E1 Span dialog box opens Undefined ISDN CAS T1 E1 Span General Tuning Trunks Caller ID Settings Outbound Caller ID Board number fi Description Protocol type m ISDN X Starting trunk number 5 This span maps to trunks 5 through 27 Connect inbound calls Immediately when received z Click the General tab and specify the following information for the span Board number The sequence number of the span m Description A description of the span typically including the main phone number of the span m Protocol type Select whether the trunk is a TI ISDN E1 ISDN or E1 CAS type The actual protocol used for example NI2 or 5ESS is determined when the Dialogic drivers are installed as described in Installing Intel Telephony Components Note If you are using an E1 board with the CAS protocol and your country s E1 CAS protocols are different than the standard format contact your TeleVantage provider m Starting trunk number The starting trunk number of the span The dialog box shows you the range of numbers of the trunks be
532. re to set up the automatic recording of all TeleVantage calls and specify exemptions for calls that you do not want to record 1 2 Choose Tools gt System Settings The System Settings dialog box opens Choose the Recordings System Call Recording tab Recordings System Call Recording F Server aj V Record all calls Call Data 5 Organizations Send call recordings to Admin X Business Hours When mailbox is full Delete oldest call recording x Licenses Dial by name Directory E E mail Notification E Security Audio Hold Sources Call Log and Trunk Log Internal Dialing External Dialing Emergency Recordings Archive System Call Recording zl Ramindar Roane IV Do not record internal station to station calls Do not record calls while these are in the call Check Record all calls to have TeleVantage automatically record system calls according to the settings you make here If unchecked Tele Vantage does not record system calls From the Send call recordings to dropdown list select the voice mailbox to which system call recordings are sent From the When mailbox is full dropdown list choose one of the following options m Discard new call recording Tele Vantage deletes the new call recording instead of storing it Selecting this will cause call recordings to stop when the mailbox is full m Delete oldest cal
533. read is not responding E mail notifications will be disabled until the problem is resolved 139 Error Device Disabled 12 26 ADMINISTERING TELEVANTAGE This station or trunk was disabled by a user through the Administrator 140 Informational Device Enabled This station or trunk was re enabled by a user through the Administrator 142 Informational Emergency lt Username gt at extension x dialed lt emergency numbers from lt station 5 The specified user dialed TeleVantage s emergency number usually 911 from the specified station 143 Informational Timed Out Waiting For Response from IVR Plugin lt AppID gt Reclaiming voice device The specified IVR Plug in did not respond to the TeleVantage Server The Server assumed that the Plug in was hung and has terminated it and reclaimed its associated voice resource 144 Informational Maintenance log cleared The Maintenance Log has been cleared using the Administrator See Using the Maintenance Log view on page 12 11 145 Warning Account lt name gt has been locked out due to password failures The named user account has been locked out due to repeated attempts to access the account with bad passwords See Enforcing strong password security on page 3 12 146 Warning No Low Priority Voice Resource Available There are no low priority voice resources in the pool available to generate FSK signals for CLASS or ADSI phone
534. recording on voice messages or calls because the disk space on the voice files disk is low 117 Informational Server can now record voice messages and calls Disk space is available Call recording can resume after having been disabled due to low disk space Sufficient disk space on the voice files computer is now available 118 Error Stopped using trunk the trunk may have been disconnected TeleVantage Server has stopped using a trunk 119 Error Failed to Restart Server Total Restarts Exceeded TeleVantage Server failed to restart after trying several times 120 Error Failed to Stop Device Handle 121 Error Unable to start Exchange Server synchronization Exchange Server synchronization will be disabled Unable to start Tele Vantage Exchange Server synchronization 122 Informational Started Exchange Server synchronization TeleVantage Server started Microsoft Exchange Server synchronization 123 Error Unable to open device TeleVantage Server was unable to open the Dialogic device 12 24 ADMINISTERING TELEVANTAGE 124 Error Unable to delete temporary message file for device This is recorded when there is a problem deleting a temporary message file for a device The temporary message file for station 2 is 2 m vox For example if this file cannot be deleted an invalid message will be left for the recipient 125 Error T1 Alarm lt Alarm Information gt A T1 alarm occurred o
535. rect incoming faxes to a bank of fax machines or a fax server with many ports The first fax machine to answer receives the fax If you want to route calls to a group of people using a distribution algorithm other than simultaneous ring create a placeholder user whose routing list calls the workgroup and route calls to the placeholder user See Using Tele Vantage for instructions on creating routing lists CHAPTER 10 HANDLING INBOUND CALLS 10 21 CHAPTER 11 TRACKING AND DISTINGUISHING CALLS CHAPTER CONTENTS About tracking and distinguishing calls 0 0 0 2 eee eee Using Organizations Using aecounbGode Sia noes Gtr de Ape A A anata a ats Defining custom data variables 000000 c cee eee eee About tracking and distinguishing calls TeleVantage provides several ways to track groups of similar calls for purposes of record keeping billing or automated call handling The most basic ways to track related calls are by sorting the Call Log and Trunk Log see Using the Call Log view on page 12 12 and Using the Trunk Log view on page 12 18 and by running reports using the TeleVantage Call Center Reporter see the Tele Vantage Call Center Administrator s Guide This chapter describes the following more advanced methods of tracking and distinguishing calls m Using Organizations Organizations enable two or more separate businesses or contractors share a Tele Vantage Server and trunks yet be ind
536. reetings and voice titles see The Audio tab on page 6 28 CHAPTER 6 MANAGING USERS AND ROLES 6 29 The Security tab Choose File gt New gt User then click Security in the tree pane Use the Security tab to configure the user s password settings and whether the user s calls can be supervised User T Password never expires Voice Mail iPhone J User must change password on next log on H Audio T User is locked out Security Permissions Personal calls can be monitored fs ystem default No 7 Dialing Permiesions Personal calls can be coached fs ystem default No 7 Queue Dial by name Directory Personal calls can be joined fs ystem default No x ViewPoint Configuring password expiration Use the options on the Security tab to protect the user s account and your Tele Vantage system from unauthorized access and toll fraud For more information about toll fraud see Appendix I of Installing TeleVantage For system wide security options see Enforcing strong password security on page 3 12 The following security options are available a Password never expires If checked the user s password does not expire although you can always manually change it or force the user to change it If unchecked the user s password may expire as determined by your system settings see Enforcing strong password security on page 3 12 Checking this field is a security risk as long standing pas
537. rements and installation process for upgrades and fresh mini and TeleVantage Yes Yes Yes installations and describes how to change hardware and troubleshoot problems providers Administering TeleVantage This manual describes setting up managing and monitoring your TeleVantage system including using the TeleVantage Administrator to configure system settings trunks stations users call routing IP telephony and more Administrators Yes Yes Yes Using TeleVantage This manual covers how to use the TeleVantage system including the telephone commands TeleVantage ViewPoint ViewPoint Web Access working from remote locations call center participation and more All audiences Yes Yes Yes Tele Vantage QuickStart Guide This small guide provides easy to read instructions for first time users and basic TeleVantage use including a complete telephone command reference and coverage of ViewPoint fundamentals All audiences Yes Yes Yes 1 8 ADMINISTERING TELEVANTAGE Do e Audie a D olo PL TeleVantage Pocket Reference Card This wallet sized card is a convenient All audiences Yes No Yes reference for the most used TeleVantage telephone commands Administering TeleVantage and the TeleVantage Call Center Administrator s Guide are combined into a single online book called Administering TeleVantage and
538. resides When sending SIP requests to the Internet Tele Vantage will use this address as the SIP message s Contact header field and the media session connection information Note If TeleVantage itself has a public IP address or if TeleVantage doesn t interact with any SIP end points on the Internet you can leave NAT IP Address blank m Add rport parameter Choose when to add the rport parameter to the VIA header field of the TeleVantage Server s outbound request Use this parameter when TeleVantage sends requests to external SIP end points from behind a port translating NAT m Keep alive interval Specify the interval in seconds between periodic OPTION messages that Tele Vantage sends to keep open the traversal hole in the NAT during a SIP call This setting is needed only if your NAT firewall is not configured to use port forwarding through the Tele Vantage Server SIP port as described in step 1 If port 14 44 ADMINISTERING TELEVANTAGE forwarding is set up then set Keep alive interval to 0 which disables sending keep alive messages 4 Click OK Remote TeleVantage SIP end points residing behind a NAT This section covers the situation where remote SIP end points important to TeleVantage reside behind a remote NAT firewall and must communicate with the TeleVantage Server For example a SIP phone external station connected to a home router with a NAT To properly configure this setup do the foll
539. ress detection or call handling If checked the following happens for calls that use the dialing service m Call progress is not performed on the call so that all calls appear in the Call Log with the result Connected even if they were placed to a busy number or never answered m Users cannot perform any call handling command on the calls such as Hold or Transfer The telephone commands and ViewPoint s Call Monitor commands are both disabled for the duration of the call If a user presses Flash after placing the call the call is disconnected If unchecked call progress analysis and the TeleVantage call handling commands are enabled as usual for calls on the dialing service Minimum and maximum number of digits When a user dials a Centrex PBX extension TeleVantage waits to collect all of the digits up to the minimum number of digits you specify here and does not dial them until one of the following occurs m A timeout occurs see Setting dialing timeouts on page 9 35 m The user presses to signify that all digits have been entered m The maximum number of digits that you specify below have been entered If every Centrex PBX extension that users can dial is the same length you can expedite dialing by entering that information here For example if the extensions are 3 digits long set both values to 3 H 323 Gateway and remote Server information Enter the following information when defining an Internet to Phon
540. roups wit OR z Each trunk that you add appears as a row in the view The following table show the information that appears for each trunk Column Description Number Port number on the Dialogic board associated with this trunk 51 Items Admin 100 207 79 15 Type Type of trunk Analog Robbed Bit T1 Internet or ISDN CAS E1 T1 Inbound If checked this trunk is used for inbound calls 5 10 ADMINISTERING TELEVANTAGE Column Description Outbound If checked this trunk is used for outbound calls Rings Number of rings before TeleVantage picks up an incoming call Retrieve DID If checked TeleVantage retrieves Direct Inward Dial digits from calls coming in on this trunk Centrex If checked indicates a Centrex trunk Span For digital spans the number of the span to which the trunk belongs Name Descriptive name assigned to the trunk Send calls to Auto attendant operator user or IVR Plug in that receives inbound calls on this trunk Send faxes to User to whom inbound faxes on this trunk are routed IP Address IP address of the Internet trunk if applicable RTP Resource RTP resource of the Internet trunk if a host based stack is being used Span Description Optional information provided when the span was added Because you can add trunks to the configuration before the physical trunks are added to your system the number of trunks s
541. rowser without burdening the Tele Vantage Server TeleVantage database or ViewPoint You can restore archived recordings to the mailbox of origin or export them to another location When an archived recording is restored or exported it remains in the archive folder until purged For more about managing and listening to archived recordings using the Tele Vantage Archived Recordings Browser see Appendix E in Using Tele Vantage CHAPTER 12 MONITORING AND MAINTENANCE 12 39 This section describes how to do the following m Configure the Recording Archive Service See page 12 41 For installation steps see Chapter 15 in Installing Tele Vantage m Start and stop the Recording Archive Service See page 12 43 m Archive mailbox recordings automatically and manually See page 12 44 About the TeleVantage Recording Archive Service The TeleVantage Recording Archive Service which manages the archive process runs on the archive server a separate PC from the Tele Vantage Server By off loading archive processing the Recording Archive Service can handle the resource intensive archiving process without impacting TeleVantage performance and can also archive mailbox recordings from multiple TeleVantage Servers About mailbox recording file formats You can archive mailbox recordings in any of the following formats You can specify which format to use on a user by user basis see Archiving mailbox recordings on page 12 44 m VOX
542. rstar is reserved for speakerphone use m LCD idle message Enter the message that you want to appear on the first line of the LCD display when the phone is not in use The last line shows the current day and time The idle message usually shows the user name and extension for the phone m Ring volume The slider bar adjusts the default ring volume for the phone Note that pressing the phone s volume up and volume down buttons has the same effect as using the slider bar to change the ring volume of the phone Note For DSI digital phones ring volume is controlled locally and not by this TeleVantage setting m Use voice first answering Enables voice first answering With voice first answering internal calls are connected to the user s speakerphone automatically without the phone ringing or needing to be picked up All external callers ring the phone as normal To use this field voice first answering must be enabled at the system level see Setting general Tele Vantage options on page 3 3 m Pickup answers a ringing SDN If checked when an SDN rings picking up the phone connects you immediately to the call If unchecked to connect to a ringing SDN call you must pick up the phone then press the SDN When PDNs ring picking up the phone always connects you to the call CHAPTER 7 MANAGING STATIONS 7 25 Setting Speed Dial parameters If you select the Speed Dial feature and click the button in the Parameter column the Spe
543. rth Defining business hours To define your business hours you define your daily work hours work days and holidays as follows 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Choose the Business Hours tab CHAPTER 3 DEFINING SYSTEM SETTINGS 3 7 Server Aj Name Defaut x SayeAs Delete Call Data Organizations Work Hours Holidays jusiness Hours Busa kol The following days and times define work hours Work days Work hours Licenses MV Monday 3 00AM 6 00 PM F Dial by name Directory E mail Notification Security FE Audio IV Tuesday 3 00 AM 6 00 PM Hold Sources JV Wednesday 3 00 AM 6 00 PM EH Call Log and Trunk Log Internal Dialing lv Thursday 3 00 AM 6 00 PM External Dialing IV Friday s004M 600PM st ti i s S S Emergency Recordings P Saturday Queue T Sunday mo Storage fal Analan Tambs OK Cancel Help From the Business Hours tab you can do the following m To create a new set of business hours fill in the fields then click Save As m To edit an existing set of business hours select its Name from the dropdown list m To delete a set of business hours select its Name from the dropdown list then click Delete On the Work Hours tab under Work days check each day
544. runs on the Server s CPU You have the ability to create virtual IP trunks and specify multiple IP addresses of your choice for all calls Some Internet telephony boards also provide additional conference resources when configured for host based stacks a Embedded stack Your IP trunks are determined by your Intel Dialogic Internet board Each physical board will receive calls on a different IP address The protocol stack runs on the board s DSP offloading the Server s CPU If your board supports both methods it is recommended that you choose host based stack HMP supports only host based stack For more guidance on this field see Using a host based or an embedded stack on page 15 2 m IP Address If using an embedded stack enter the IP address of the IP telephony board If using a hosted based stack be sure to select here the IP address of a NIC on the TeleVantage Server not the IP address of an Intel IPLink board This IP address will be used for H 323 signalling Important The IP address for transmitting and receiving RTP audio is a completely different and unrelated setting If using Intel IP boards the IP address for RTP audio will be transmitted using the IP address as defined in the Dialogic Configuration Manager Alternatively if using HMP the IP address for RTP audio is configured 15 6 ADMINISTERING TELEVANTAGE using the following registry key HKEY_LOCAL_MACHINE SOFTWARE SBLabs dm3ssp m Description A d
545. s permission can listen to this user s personal not queue calls without this user knowing m Personal calls can be coached Any user with the Allow coaching user calls permission can add himself or herself to this user s personal not queue call and be heard by this user but not by the caller m Personal calls can be joined Any user with the Allow joining user calls permission can add himself or herself to this user s personal not queue call as a full participant For instructions on using the Monitor Coach and Join features see Chapter 12 of Using Tele Vantage For information on configuring a user for the permissions needed to Coach Monitor or Join another user s personal calls see Assigning a user s permissions on page 6 32 For information on supervising queue calls see the Tele Vantage Call Center Administrator s Guide Notes m To coach a call between two users the user being coached must allow coaching and the other user must allow monitoring This is because coaching the first user automatically involves hearing monitoring the other user If your supervisors will be coaching calls between users you should set up users to allow monitoring as well as coaching m The Advanced Setting Server DropMonitorsAfterTransferComplete determines whether or not supervisors are disconnected when the user they are supervising is transferred By default supervisors are disconnected See Appendix J of Installing Te
546. s 2 9 registry settings See Installing TeleVantage reminder beep on call recordings 4 7 reporter server using Tele Vantage as 1 5 reporting problems 12 61 restoring backed up data 12 54 RFC2833 Payload Type for SIP 14 10 ring duration 7 14 ringback tone rerecording 13 13 ringback system behavior for 3 5 ringing on Toshiba phones silencing 7 31 Robbed Bit T1 adding a digital 5 17 signaling configuring 5 17 template for 5 19 roles Administrators role 6 2 assigning to a user 6 33 Users role 6 2 routing calls directly to auto attendants 10 2 to call centers 10 2 to fax machine 10 2 INDEX 7 routing services adding 9 27 adding new routing variables 9 32 defining a new number for a routing rule 9 33 defining patterns 9 31 defining stop rules 9 30 using for least cost routing 9 24 using for long distance calls over an H 323 Gateway 9 24 routing variables adding new 9 32 example 9 32 RTP resources more SIP trunks than 14 7 S schedule entry for auto attendant 10 15 for notifications 6 25 schedules setting business hours 3 7 scheduling transfers and greetings 10 14 SDMF changing display phone format to 7 7 SDNs on Toshiba phones 7 29 security system settings for 3 12 Server changing for Administrator 2 2 moving to another machine 12 55 shutting down 12 56 settings audio output over your computer speakers 2 11 over your phone 2 11 database space 12 50
547. s a record of all trunk allocations Each row shows information about a single trunk allocation Note that a trunk allocation is not the same as a call A single trunk allocation can subsume many calls for example if a user logs in from a remote phone and places multiple calls through TeleVantage A single call can also subsume multiple trunk allocations for example a conference call For a call by call record use the Call Log see Using the Call Log view on page 12 12 To match a Call Log record and a Trunk Log record use the Start Time columns To open the Trunk Log view click its button in the view bar 22 Trunk Log ertical Tele antage Administrator File Edit View Tools TrunkLog Help 8 X va Z Trunk Log Start Time Accepted Time Connecte 5 1 10 33 51 10 51 10 36 PM 8 8 2005 8 7 2005 3 59 01 PM 8 7 2005 3 59 01 PM 8 7 2005 3 59 04 PM 8 5 2005 3 35 28 PM 8 5 2005 3 35 28 PM 8 5 2005 3 35 32 PM 38 7 26 2005 10 55 58 AM 7 26 2005 10 55 584M 7 26 2005 10 56 00 AM 244 gt Ops 7 The following table shows the information that is displayed for each time a trunk is used Column Description Calls from 7 26 2005 10 55 58 AM to 8 23 2005 1 11 04 PM 5 Items Admin x100 207 73 15 Direction Icon for inbound or outbound call Trunk Name of the trunk Start Time Time the trunk was allocated Accepted Time Time the call was accepted by T
548. s can all be accessed via TFTP with the TFTP user and password you specified on the Polycom IP phone setup screen Test this with an TFTP utility for example typing TFTP at a command prompt To test your user privileges change the login screen to temporarily use the administrator login and password This user should have access to all files If you are using subdirectories to store the configuration files make sure all subdirectories referenced in the lt MACid gt cfg file are accessible Validate the file formatting If you have used Wordpad or another text editor to edit your configuration files they may have lost their formatting Make sure they can be read by an XML editor such as XML Notepad downloadable from msn Microsoft com If not start again with fresh configuration files Configuring a PBX IP Media Gateway for TeleVantage TeleVantage supports the Intel NetStructure PBX IP Media Gateway a device that connects to your LAN and enables up to 8 digital IP phones Tele Vantage supports both the 2 wire and 4 wire versions of the Media Gateway enabling you to use either 2 wire or 4 wire Avaya digital phones The following digital phones are supported Avaya 4406D Avaya 4412D Avaya 4425D Before configuring a Gateway for use with Tele Vantage install the Gateway device on your LAN and attach up to 8 digital IP phones Refer to your PBX IP Media Gateway documentation for instructions Make a note of the Gateway device s I
549. s can then see at a glance whether their Speed Dial targets are available to take calls The light illuminates only when the target user is on a call it does not illuminate for other types of TeleVantage unavailability such as Do Not Disturb The Speed Dial target must be a TeleVantage user or H 323 Gateway user BLF does not work with Speed Dials aimed at non user targets such as queues or auto attendants For instructions on assigning a digital phone button to a Speed Dial command see Mapping programmable buttons to TeleVantage commands on page 7 28 Enabling BLF You enable BLF for the system as a whole not for individual digital phones To enable it add the following registry setting as a DWORD value set to 1 HKLM Software Artisoft TeleVantage Server Settings Dkt SpeedDialMonitor You must restart the TeleVantage Server for the change to take effect To later disable BLF either delete the registry setting or set it to 0 This also requires a TeleVantage Server restart Configuring Speed Dial and Call Forwarding on the phone Users can configure their Speed Dial and Call Forwarding settings using only the feature phone buttons as follows To set a Speed Dial number from the phone 1 Press Redial 2 Press the Speed Dial button that you want to set The LCD if you have one says Enter Number 3 Enter number to be speed dialed Press Redial CHAPTER 7 MANAGING STATIONS 7 31 To set a Call Forwarding nu
550. s make it easy to create and modify recordings of all types The following controls appear in TeleVantage wherever you can create and listen to recordings kaha oe To create and play recordings use the buttons on the audio controls as shown in the following table and speak into your phone a Record When you are ready to record pick up your phone and then click this button A beep signals that recording has begun gt Play To hear the recording click this button Stop When you are done recording you can either hang up or ick thi click this button Fast To skip ahead in the playback click this button gt gt Forward Rewind To skip back in the playback click this button To move forward and backward within the recording drag the slider bar ADMINISTERING TELEVANTAGE Importing and exporting voice files To import or export a voice file use the import or export buttons on the recording control as shown in the next table Import You can import a voice file in WAV or VOX format to use for any TeleVantage recording greetings voice titles and so on TeleVantage can import WAV files with a frequency of 8Khz 11 025 Khz 22 05 Khz or 44 1 Khz You can also import an 8 kHz PCM VOX file MuLaw format for North America and Japan ALaw format for other countries prompts and voice titles to a WAV file or a VOX Export You can export any of your recordings including system MuLaw or ALaw file
551. s or decreases volume of the handset headset or speakerphone Depending upon which is currently active Also controls the ringer volume If the handset is in on hook mode The Uniden UIP 300 phones have several features that are valuable to TeleVantage users When an incoming call is received from TeleVantage the screen shows the contact name if the call is recognized as a contact or Caller ID information On the right side of the number pad the phone has two line appearance keys a Mute key up down controls to set ringer and call volume and a speakerphone head set key On the left side of the number pad the phone has buttons for Redial Transfer and Hold which map directly to those Tele Vantage commands For example when you press the Hold button the caller hears TeleVantage hold music Note You must use the Hold button to put a call on hold when switching between calls on different line appearances There is also a Conference button which is mapped to the conference feature on the Tele Vantage telephone commands 15 16 ADMINISTERING TELEVANTAGE Creating a conference call To create a TeleVantage conference call using the Uniden IP phone do the following 1 Place or receive a call Press the Conference button on the phone then press to dial an additional party Place the second call Press the Conference button again a PF N Press 5 to create the conference or press to add an additional parties
552. s span Editing the span setting is the only way to override outbound ISDN Caller ID settings for individual users and queues CHAPTER 5 MANAGING TRUNKS AND SPANS 5 29 To set ISDN outbound Caller ID for a span 1 Click the Outbound Caller ID tab in the ISDN dialog box Undefined ISDN CAS T1 E1 Span General Tuning Trunks Caller ID Settings Outbound Caller ID Preferred party plan l ISDN faid Preferred party type International IV Send outbound Caller ID By default send IV Span Caller ID name rist ne IV Span Caller ID number 16173540600 T Blocked If it exists send IV Individual or system default Caller ID name Tv Individual or system default Caller D number T Only send registered numbers Add Edit Delete 2 Specify the following outbound Caller ID format information to match your ISDN provider s requirements m Preferred party plan Select ISDN or National m Preferred party type If your Preferred party plan is ISDN select International or National 3 Check Send outbound Caller ID If unchecked the trunk does not specify outbound Caller ID information 4 Under By default send enter any of the following information as the span s basic outbound Caller ID settings These settings determine caller ID for all outbound calls on the span unless you specifically permit other settings see step 5 m Span Caller ID name This span s
553. s station See Configuring a user for a SIP phone on page 14 10 Your SIP phones will now use authentication when connecting and your system will be far more secure against toll fraud For other things you can do to protect against toll fraud see Appendix I of Installing TeleVantage Increasing SIP span security In addition to securing SIP phone connections you can use the Inbound Authentication tab to increase the security of your system against any unauthorized access through the SIP span Use the following fields as needed m Only allow requests within the local network Check this setting to shield TeleVantage against incoming SIP requests from the Internet except for those from defined SIP servers see Using SIP servers on page 14 32 Calls from the Internet are defined as those coming from outside the Local network mask defined on the NAT Firewall tab CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 17 see Supporting SIP calls over NATs firewalls on page 14 43 Any call from outside the network that is not from a defined SIP server will be rejected with a 403 Forbidden response code Allow direct calls from the Internet using sip lt ext gt lt SIP span IP address gt This setting helps protect your internal dial plan It specifies how Tele Vantage handles incoming SIP calls from the Internet direct to an extension on your dial plan Calls from the Internet are defined as those coming from outside
554. s use those trunks for outbound calls To restrict outbound trunk use by user you set up dialing services and a routing service as follows 1 Create one dialing service for each group of trunks Set up each dialing service to route calls to the trunks appropriate for that group When creating these dialing services make sure that Include in dial plan is unchecked so users cannot access these dialing services directly For example if the members of company ABC can use trunks 1 4 and the members of Company YYZ can use all trunks 1 8 create two dialing services one that routes calls to trunks 1 4 and a second that routes calls to trunks 1 8 ADMINISTERING TELEVANTAGE 2 Create a routing service as described in Adding a routing service on page 9 27 Give it an easily to use access code for example 9 3 In the routing service make sure there are routing rules for each dialing service you created in step 1 For each routing rule do the following m Click Route the call to another dialing service and specify one of the dialing services from step 1 m Check Membership and click Add as members all the users or other entities who can use the dialing service s trunks Optionally click Schedule if you want to restrict an Organization s calls over a set of trunks to a particular time For added convenience you can define a role for each company that contains all the employees of that company then add the role as
555. se calls are dialed without the area code because they are local calls as set up on the Location Settings tab see The Location Settings tab on page 9 16 m You want to allow calls to some exchanges in the 330 and 440 area codes which are dialed with a 1 in front of them because they are long distance calls for example 1 330 531 1234 and 1 440 674 4321 m In addition you want to prevent calls to all other long distance and international numbers but allow calls to 1800 and other toll free numbers To do this with the fewest steps set up the following dialing service permissions m By default allow all numbers except those starting with m Disallow 1 This prevents calls to long distance numbers m Disallow 011 This prevents calls to international numbers m Allow 1330531 This allows calls to numbers in the 531 exchange of the 330 area code You must enter a separate permission for each valid exchange in the 330 area code m Allow 1440674 This allows calls to numbers in the 674 exchange in the 440 area code You must enter a separate permission for each valid exchange in the 440 area code 9 20 ADMINISTERING TELEVANTAGE m Allow 1800 This allows calls to toll free numbers You must create a separate permission for each valid toll free area code that you want to allow users to dial C A E E Phone number Phone Number Service xi General Trunks Location Settings Dialing Exceptions Permissions By default allow al
556. sed to send Caller ID information to CLASS phones m Single Data Message Format SDMF which sends the date time and 10 digit Caller ID number m Multiple Data Message Format MDMF which sends the date time 10 digit Caller ID number and 15 digit caller name m United Kingdom message format UK which sends the date time 18 digit Caller ID number and 20 digit caller name This information is only delivered as Caller ID on call waiting that is when the user is on another call The default format MDMF works for most CLASS phones as does SDMF Note These formats specify only how TeleVantage sends Caller ID information to CLASS phones They do not affect how Caller ID information is passed along with a call by the phone company CHAPTER 7 MANAGING STATIONS 7 7 Using external stations You can set up a remote phone as an external station making it behave as though it were a TeleVantage station A remote phone is any phone not connected to a station board port on the TeleVantage Server computer for example a user s home phone If a user works primarily from a remote phone you should assign that user an external station All IP phones must be defined as external stations whether or not they reside within the office Assigning a user an external station provides the following benefits to users of remote phones m ViewPoint s Call Monitor can be used to transfer conference record and manage calls at the phone
557. sentences and playing them as they are used in TeleVantage you can evaluate intonation emphasis and consistency Note Computers must run on Windows 2000 or later to test system prompts To test system prompts 1 Start the Administrator using the sentence command line option see page A 1 for more information 2 Choose Tools gt Test Sentences The Test Sentences dialog box opens Language to test Sentences Current sentence GreetActive vox VIN AskName BackToDrigCallPress1 Name Data Type Value CallerHasHungup CallFory Vari B Numer Ca CallF rom SE Number mp CallFromx Fory Variable B CallFromXForY1 gt Number CallFrom lt For 2 Variable 3 Number x g CallFwdCanceled a CallHandled Variable 4 Number 7 fi Calllncompatible B CallNodnswer Variable 5 Number 7 j CallOutOfOrd G CalPakad o Variable 6 Number zf CallRejected 5 7 Number Poo CallsAreDND Variable Number CallsFwrdT oE xtAt Variable 8 CallsFwrdT oE xtNum a a Mumbai BIN CallsFwrdT oT hisExt Variable 9 Number 7 g CallUnassigned A CancelForwardPress4 xl Variable 10 Number 7 fro Clear Close Help 3 In Language to test select the language of the prompts that you want to test CHAPTER 13 MANAGING SYSTEM PROMPTS AND AUDIO 13 11 4 Under Sentences select a sentence from the list Language to test us English 7 Sentences Current sentence ToListenPress1 ToPurgeMsg1 vox the
558. shows the account code associated with each call If the Account Code column is blank no account code was entered for the call Click the Account Code column header to sort the Call Log by account code For more information see Using the Call Log view on page 12 12 Note In the Call Log you can you can change a call s account code or enter a new one Select the call and choose Call Log gt Enter Account Code You must have the permission Access Call Log folder set to View and Edit see TeleVantage permissions on page 6 50 ViewPoint s Call Monitor view also contains an Account Code column but it is hidden by default In the Call Monitor view choose View gt Current View gt Show Columns to display it Generating account code reports For information about generating reports that show account code usage see the Tele Vantage Call Center Administrator s Guide You can also export the Call Log with its account code information to a CSV file that you can view in spreadsheet applications See Exporting the Call Log on page 12 17 11 12 ADMINISTERING TELEVANTAGE Defining custom data variables TeleVantage lets you attach extra information to incoming calls using custom data variables The information is displayed to users in ViewPoint s Call Monitor and can also be used to automate call handling Examples of attaching extra information to calls using custom data variables include the following
559. sing either the telephone commands at that station or TeleVantage ViewPoint While logged in ADMINISTERING TELEVANTAGE TeleVantage treats outbound calls as being from them For information on shared stations see Chapter 7 of Using TeleVantage For information on resetting stations to their default users see Configuring a user s automatic station log out time on page 7 23 Sharing a station between multiple users You can give multiple users the same station ID which means they share the same phone Outgoing calls from the phone are attributed in the Call Log to the user who logged on most recently For example Roger and Dorothy work different shifts but they share the same workstation At the beginning of his shift Roger logs on to ViewPoint In the Call Log the From column for calls he makes shows Roger At the end of his shift he logs off and exits ViewPoint Dorothy then starts work and makes a call using the telephone Because she forgot to log in this call is also identified in the Call Log as having been placed by Roger After Dorothy logs in either via ViewPoint or the telephone commands the station is in her name and the calls she makes are attributed to her in the Call Log About stations and workstation computers Each computer running a TeleVantage workstation application such as Tele Vantage ViewPoint or the TeleVantage Administrator has an assigned station The computer rings its assigned station w
560. son who left the message if available m Identification of urgent messages m Length of the voice message m Ability to press right from the call and hear the message then press 43 to call them back Note You can use call notifications to log onto your account from a remote location and have TeleVantage pay for the call rather than your remote phone See Chapter 6 of Using TeleVantage 6 20 ADMINISTERING TELEVANTAGE Determining which voice messages send notification For each notification type e mail pager and call you can define how often notifications are sent using the following dropdown list options Do not send notifications The user does not receive notification of new voice messages Send notification for all messages The user receives a notification whenever new voice messages arrive Send for Urgent messages only The user receives a notification whenever voice messages marked Urgent arrive Setting e mail notification Make sure e mail notification is configured properly as described in Installing Tele Vantage See Configuring e mail notification support in Chapter 10 of that manual for more information 1 2 Select the E mail Notification tab Select whether e mail notifications occur and if so how often See the previous section In the E mail address es field enter the e mail address to which notifications are sent Separate multiple addresses by semicolons Note If using
561. span to the span s registered numbers you must do the following m Check Only send registered numbers m Enter all the registered phone numbers for the span as provided by your ISDN provider To enter a number click Add Enter the number in the Registered Number dialog box and click OK When entering the number preface it with a plus sign the long distance prefix and the area code in the format 16173540600 Use a dash to enter a range for example 16171112222 16171112244 Do not use dashes or parentheses in the number itself If your ISDN provider supports any custom outbound Caller ID numbers leave Only send registered numbers unchecked 7 Click OK Recognizing inbound Caller ID name on ISDN lines If you are using ISDN PRI you may need to customize your caller ID settings to correctly receive Caller ID See Setting location and Caller ID settings on page 5 25 Enabling ISDN Megacom support If you are using ISDN Megacom service you must change the following settings on the ISDN span s Tuning tab in order to make outbound international calls m Alternate Called Number prefix Enter your international dialing prefix For example 011 This is the only required setting m Alternate Called Number plan Enter the value used to override the called number Plan parameter For example 1 m Alternate Called Number type Enter the value used to override the called number Type parameter For example 1 CHAPT
562. specified in the Location Settings tab of the routing service s default dialing service A routing service does not have location settings of its own but every routing service is configured with a default dialing service see Adding a routing service on page 9 27 The 9 26 ADMINISTERING TELEVANTAGE location settings of the default dialing service supply the rules that ViewPoint will use to reformat the number E E Phone number Phone Number Service Eg General Trunks Location Settings Dialing Exceptions Permissions Country 7 Region United States of America 1 x Long distance prefix fi International prefix for 1 Area code 61 7 fv Dial local numbers without area code TU Include long distance prefix in area code The number can be reformatted in the following ways m Ifa user enters a number without an area code ViewPoint can use the dialing service s area code and country code settings to add that information For example if the user types 3540600 in ViewPoint s Place Call To dialog box ViewPoint can add the area code and the number received by the routing service will be 6173540600 m Ifthe routing service s default dialing service has Dial local numbers without area code checked ViewPoint will strip the area code from the number before sending it to the routing service For example even if the user enters 6173540600 ViewPoint will strip the area code from the number and the number received by t
563. ss 5 27 Preparing to enter outbound Caller ID settings 5 28 Setting ISDN outbound Caller ID for the system eee 5 29 Setting ISDN outbound Caller ID for a Span eee eeeeeeeeeee 5 29 Recognizing inbound Caller ID name on ISDN lines 5 31 Enabling ISDN Megacom SUppoOlt e ee eee eeseeeeeeeeeeeteeeteneeeneees 5 31 Adding an Internet SIP or H 323 Span eeeeeeeeeeneeeeneeeeneeeeeeeeees 5 32 Entering trunk defaults for a span 00 ee eee eeeeeeeeeeeeeeeeneeeeeeeeeneeeeaeees 5 32 Chapter 6 Managing Users and Roles ccccsssssseeeeeeeeeeeeeeeeees 6 1 About USCIS hitai tei salon ead oe 6 2 About adding users eee eeeeeeeceseeenececesereneeseeseeceseseenerenerereeeeeeeaees 6 2 Where to set user OPTIONS ee eee ceseeeeereeseeteeceeeeeeeneseneeenseeseetaees 6 3 The Admin and Operator USEPS eceseecceseeeeeeeceeeeeeseeeeeeeeeeeeeees 6 4 About Operators naaa ig BALA 6 4 Whe Users VOW 3 ama Ahahahaha 6 6 Archiving a user s voicemail and call recordings 6 8 Deleting ia User ANDANAR an 6 9 About the User dialog BOX eee eeceeeneeeeneeeeeeeeeeeeeeeneeeeaeeeeeeeeeeeeee 6 10 Adding a user by using a template eee eeeeseeeeeseeeeeeeeeeeees 6 11 TheUsen Tab icc 2ie es EE hint igo healed da lhe 6 12 Identifying the USE NANANA GAAN 6 12 Assigning an extension ou eee eeeeeeeeeeseeeeeeeeteceeaecaeeeeeeeeseeeaeeeeeeeeas 6 12
564. ssion list to specify how to set the role s dialing permissions Choose one of the following options m Use dialing service permissions The role applies no dialing permissions or restrictions to users belonging to it Users dialing is controlled by the permissions of the dialing service they use and any individual exceptions they have m Use dialing service permissions except the following The exceptions you enter here override dialing services permissions for users belonging to this role m Allow all numbers except the following ignore dialing service permissions Users belonging to this role can dial all numbers except what you disallow here regardless of dialing service permissions Users are also prohibited from dialing any numbers disallowed at the individual level m Disallow all numbers except the following ignore Role permissions Users belonging to this role cannot dial any numbers except what you allow here regardless of dialing service permissions Users are also permitted to dial any numbers allowed at the individual level 7 Under Exception permissions click Add to add exception permissions to the list For instructions see page 6 34 8 When you are finished defining dialing permissions click OK to close the Role dialog box TeleVantage permissions A user s access to Tele Vantage features is controlled by permissions There are three types of TeleVantage permissions m General user permissions These c
565. stance calls through the routing service To hide a dialing service edit it and uncheck the following on the General tab m Show in ViewPoint This hides the dialing service from all Call Using lists in ViewPoint m Include in dial plan This hides the access code so that dialing it does not select the dialing service To hide a dialing service for purposes of testing clear Show in ViewPoint leave Include in dial plan checked and give the service a multi digit access code for testers to use that would be hard for users to select accidentally Disabling dialing services while creating them While you are creating a dialing service it can be helpful to uncheck Enabled on the General tab Doing this disables the dialing service and makes it unavailable to users With the dialing service disabled you can click OK to save the dialing service at any time during the creation process without giving users access to an incomplete service When you have finished creating the dialing service check Enabled again Managing access codes This section covers choosing access codes for new dialing services that avoid dialing ambiguities and help your system run smoothly Tips on access codes and names for services If your system has multiple dialing services that users will access directly it is important to choose their names and access codes carefully because these are the points of contact for the users who place outbound calls Typically y
566. stantly present on the line for the signal to be reported For example a wink is usually signaled by changing the A and B bits from low to high AH BH and then quickly changing them back to low AL BL If you don t want to see these individual signals your debounce time must be longer than the duration of the wink CHAPTER 5 MANAGING TRUNKS AND SPANS 5 17 m Send and receive For T1 trunks with ANI or DID DNIS service only the signaling type DTMF or MF used for inbound digit collection You can also set this in the Robbed Bit T1 Experimenter m Connect inbound calls Whether or not to use Delayed Answer on this span For more information see Using Delayed Answer on page 5 8 m Description A description of the span typically including the main phone number of the span Click the Signaling tab and review the event definitions that appear for your TI trunk These are the event definitions that you specified using the Robbed Bit T1 Experimenter The trunk will not work unless these definitions match your carrier s definitions Undefined Robbed Bit T1 Span General Signaling Trunks Caller ID Settings Event Definition ee Incoming call Wait for A high B high Line drop Wait for A low B low Inbound pickup Send A high B high Outbound pickup Send high B high Hangup Send A low B low Initialize Send A low B low Digit collection undefined This event defines what is received from the central office when
567. station Access Call forwarding options Forward calls using ViewPoint Administrator or telephone commands Access voice title Record the user s own voice title using ViewPoint Administrator or telephone commands Does not affect the ability to record or capture voice titles for contacts Phone Commands Access saved messages Press 2 after logging on to access voice messages in the Saved folder Call back last incoming call Dial 69 to return the most recent incoming call Dial by name Dial 93 to use the TeleVantage dial by name directory Disable call waiting Dial 70 to disable call waiting on the next call Enter account code Dial 11 to enter an account code for the current call Manage account settings Use the 6 command from the voicemail Account menu to manage account preferences Manage calls on hold Dial 95 to manage calls on hold Redial Dial 66 to redial the last call placed Disconnect remote Dial 96 to log off from a remote TeleVantage session Send message to all Option to send a voice message to 8888 sending it to all users Set calling as Dial 14 to mark subsequent outbound calls as originating from a queue CHAPTER 6 MANAGING USERS AND ROLES 6 53 TeleVantage General User Permissions Permission Controls the ability to Set personal status Set that personal status by log
568. storing Tele Vantage data You can restore the database from the backup that you have created previously on the same version of the TeleVantage software For a successful restoration the backup used to restore the TeleVantage database must match the backup voice files exactly For example you must not use a backup of the database made on Monday and a backup of the voice files made on Tuesday The best way to insure a successful restoration is to use database and voice file backups made at the same time Important After upgrading TeleVantage to a new version you cannot restore a database backup that was created using the previous version You can only restore a database backup that was created using the currently running version of TeleVantage 12 54 ADMINISTERING TELEVANTAGE To restore the TeleVantage database 1 Make sure that the Tele Vantage Server has been shut down see page 12 56 and that there are no copies of TeleVantage ViewPoint or the Administrator running except the one you are using 2 Choose Services in the Windows Control Panel to stop and restart the MSSQL service doing this ensures that no one is connected to the database Server 3 Copy the most recent version of the Tvdb dmp and TVServer reg files from your backup device to one of the following For an upgraded system Copy the file to C MsSQL Vertical Backup m Fora fresh system Copy the file to C Program Files Televantage Server Data Backup I
569. swers the call If call announcement is on the recipient must press 1 to accept the call TeleVantage plays any prompt to the caller for example an auto attendant voicemail or queue prompt m TeleVantage plays internal dial tone to the caller for example on an IP phone connection or if the caller logs in If none of these events happens before TeleVantage would disconnect the call the behavior depends on the trunk type the type of extension dialed and the result of the call as follows How TeleVantage disconnects an unanswered call Analog and robbed bit T1 trunks TeleVantage waits until the calling party disconnects the call This behavior also occurs for some E1 CAS trunk calls See the next section All other trunk types Call was sent to a station m Ifthe station did not answer or the user pressed 2 to decline the call the call is disconnected with the reason normal clearing m If the station was busy for example if the user was in a call with Call waiting disabled the call is disconnected with the reason busy Call was sent to an external number m fthe connection timeout expired the call is disconnected with the reason normal clearing m f some other reason prevented connection that reason is sent when the call is disconnected For example if the line is busy the reason would be busy Call was sent to a queue m _ If the queue is closed the call
570. swords are easier to guess Note You should check this field for users of IP phones that use PLAR because a changed password prevents the phone from working m User must change password on next logon If checked the system requires the user to change his or her password the next time he or she logs on to any workstation application or by using the telephone commands m User is locked out If checked the account cannot log on to the system even with the correct username and password Depending on your system settings see Enforcing strong password security on page 3 12 lockout can occur automatically if someone repeatedly tried and failed to log on to the account Uncheck the field to unlock the account and permit normal logging on 6 30 ADMINISTERING TELEVANTAGE Configuring whether the user s calls can be supervised You can choose whether the user s personal calls can be supervised by other users with permission to do so These settings do not apply to call center queue calls or ACD workgroup calls Supervision of call center queue calls is controlled separately by agent permissions see the Tele Vantage Call Center Administrator s Guide You can set system defaults for these settings See Setting up personal call supervision defaults on page 3 14 In each of the following fields choose Yes No or System Default m Personal calls can be monitored Any user with the Allow monitoring user call
571. t C Program Files TeleVantage Administrator Follow the instructions on screen to determine your trunks needs DI New TeleVantage Report Sa Export without Macros 2 Report Options Q Refresh Report J1 ist E B c D E 1 Intel RTP Resource Needs 2 3 4 5 6 LEEG Yalue Description Remarks 7 SIP phone counts and usage Office 8 Phones of SIP phones deployed to office remote sites excluding call center agents Call 3 Center of SIP phones deployed to call center agents Office Phone Avg of time in a workday an office not call center SIP phone is in use 10 sage usually 25 of the time Peak Catt Center Maximum of simultaneous call center agent s SIP phones in use i e peak n sage usage Peak Esimated maximum of simultaneous SIP phones in use calculated 12 Phone estimate SIP PSTN and remote SIP Server Usage Est Peak Trunk Estimated maximum of SIP trunks in use simultaneously for PSTN or SIP Usage VoIP providers not phones SIP Usage Peak devices Estimated maximum of SIP devices simultaneously in use Peak Max of simultaneous SIP to SIP calls involved in coaching monitoring RIP conferences play audio into call or call recording excluding Peak SIP TOM Felag to Calls below OK 4 gt pi Sheeti Sheet Sheets Ready 1 CHAPTER 14 CONFIGURING SIP INTERNET TELEPHONY 14 7 Modifying SIP span codecs A codec
572. t Phone context parameter None Use county code 1 C Custom Make the following settings Include URI parameter user phone Check if the SIP URI requirements include the parameter user phone when sending a phone number for example sip 12125551212 company com user phone m Prefer number in global format Check if the external SIP device service requires phone numbers to be sent in global format sometimes called canonical format within the URI string for example sip 12125551212 company com user phone Phone context parameter Choose how to handle the parameter phone context in the URI string This parameter is expected by some external SIP devices services Choose one of the following options m None The phone context parameter is not added to the URI string m Use country code 1 The phone context parameter is added and set to the country code of the country specified in Location settings Example sip 12125551212 phone context 1 company com user phone m Custom The phone context parameter is added and set to whatever text you enter Example sip 12125551212 phone context mytext company com Outbound Caller ID tab If you are defining a SIP server for an ITSP such as Broadvoice make sure that Send outbound Caller ID is unchecked This check box exists mainly for SIP PSTN gateways SIP VoIP providers like Broadvoice usually requ
573. t Jos 00 AM Work hours end at fi 2 00 PM ET oi o 6 Enter the Holiday date Choose if this is an All day holiday or Partial day holiday For a partial day holiday enter m Work hours begin at Starting time for work on the holiday m Work hours end at Ending time for work on the holiday Click OK Click OK to close the System Settings dialog box CHAPTER 3 DEFINING SYSTEM SETTINGS 3 9 Setting up e mail notification and Exchange synchronization TeleVantage can automatically send an e mail to a user whenever he or she receives a new voice message and send the voice message audio file as an attachment to the e mail If you enable e mail notification and your organization is using Microsoft Exchange Server you can use TeleVantage Exchange synchronization to link the recordings in user s Inbox with the corresponding e mail notifications in Microsoft Outlook For example when a user deletes an e mail notification in Outlook the voice message is automatically deleted from his or her Inbox For a detailed description of Exchange synchronization see the next section Once you enable e mail notification and Exchange synchronization for the system you must configure each user appropriately Exchange synchronization behavior Synchronization behavior for a user depends on whether the user has chosen to attach the voice message to e mail notifications as follows m Ifa voice message is attached to an e mail n
574. t Configuration Protocol DHCP m Bootstrap Protocol BootP m Domain Naming System DNS When network capture is enabled a separate series of log files is written for each network interface card NIC in the TeleVantage Server PC By default each series consists of 20 files of 32 mb each that are continually overwritten starting with the oldest The logs are written to the Server s log directory typically C Program Files TeleVantage Server Logs The filenames of the captured traces are in the format Tv_cap_nnnnnnnnnnnn_00xx cap where nnnnnnnnnnnn represents the last 12 digits of the WinpCap NIC ID and 00xx represents the capture number for example 0001 0002 0020 For example Tv cap 1E2F3B4A5C85 0010 cap CHAPTER 12 MONITORING AND MAINTENANCE 12 59 Note Network capture logs are not included in the problem report package created by the Problem Report Wizard described on page 12 61 You must manually gather and submit network capture logs as directed by your TeleVantage provider Adjusting or turning off network capture In the Administrator you can adjust the number and size of the log files or files or turn off network capture completely To adjust or turn off network capture 1 Choose Tools gt System Settings 2 Click the Server Network Capture tab Category Server Network Capture Server aj JV Capture server network traffic External H 323 Gateways SIP Accounts TI Include VOIP audi
575. t and database applications The default path for these files is C Program Files TeleVantage Server Archive Calllog csv and Trunklog csv You can archive Call and Trunk Log data in the following ways m Set up automatic archiving which takes place at 1 00 a m every day m Automatically overwrite the Call and Trunk Logs after a number of days that you specify m Perform a manual archive on an as needed basis in addition to daily automatic archiving You can do a manual archive whether or not automatic archiving is turned on You do not need to stop the Tele Vantage Server or any other TeleVantage components to perform an archive However because archiving is database intensive you may want to perform it during off peak hours so that it does not affect normal system operation To archive Call and Trunk Log information 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Choose the Call Log and Trunk Log gt Archive tab 3 Use the following fields to specify how you want to perform archiving m Archive Call Log and Trunk Log daily If checked the Call Log and Trunk Log are archived automatically at 1 00 a m every day If unchecked the logs will continue to grow unless you manually archive them m Archive calls older than ___ days Number of days a call remains in the Call Log until it is archived CHAPTER 12 MONITORING AND MAINTENANCE 12 51 m Archive file name Locations of the Call Log and Trunk
576. t calls displayed in the Call Log note that call history events are purged after a number of days as defined below Log trunk activity on Check Analog T1 E1 and BRI trunks and IP trunks to have calls on those types of trunks appear in the Trunk Log Delete call history events older than __ days Enter the number of days that call history text remains in the system before being automatically deleted 4 Click OK Viewing the TeleVantage Event Log The TeleVantage Event Log contains a record of all TeleVantage related system events including start and stop times of the TeleVantage Server and other TeleVantage applications and error messages Errors indicate that a failure has occurred Warnings indicate that a critical resource is getting low though no failures have occurred yet Note All calls to 911 are logged in the Windows Event Log as an entry You can set up TeleVantage to send e mail notifications when events are logged to the TeleVantage Event Log For more information see Setting up TeleVantage Event Log notifications on page 12 21 12 20 ADMINISTERING TELEVANTAGE To view the TeleVantage Event Log choose Start gt Programs gt Administrative Tools gt Event Viewer Click TeleVantageLog E Event Viewer File Action View Help e Mm 2 fa Event Viewer Local TeleVantageLog 80 event s 4 Application Source 3 i 3 Security information 10 27 2003 4 41 41 PM levantage 4 System
577. t code before 5 seconds have elapsed after the beep the system beeps again to prompt the user to enter the account code Note If you have a high maximum number of digits and your account codes can be of variable lengths you should encourage users to press when they reach the end of an account code Users can cancel an account code entry while they are entering it by pressing Creating a valid account code list If you want to use verified account codes for some or all users you must create a text file that lists your valid account codes The text file must be called Accountcode txt and must reside in the Accountcode directory on the TeleVantage Server computer By default the complete path C Program Files TeleVantage Server Accountcode Accountcode txt When a user whose account code mode is set to Verified enters an account code Tele Vantage checks the account code against the contents of the text file If the account code is not listed in the text file TeleVantage prompts the user to enter it again 11 10 ADMINISTERING TELEVANTAGE Formatting the text file Type each account code as a separate line in the text file Blank lines are permitted and are ignored by the system If you want to add a comment line that is ignored by the system begin the line with a semicolon F AccountCode txt Notepad Ioj x File Edit Search Help Gould case 88 Avellanos case 55 Decoud case 66 Account codes can
578. t not all prompts may result in a mismatch of voices Recording over VOX files You use the TeleVantage Administrator to record over these files see the next procedure CHAPTER 13 MANAGING SYSTEM PROMPTS AND AUDIO 13 9 To record over a prompt 1 Inthe System Prompts view double click the prompt The Edit System Prompt dialog box opens 2 Under Contents enter the text of the new prompt Use this text as a script when you record the prompt Name Date recorded 37872004 6 00 00 AM Contents To manage your password Audio SCN oe Not connected press Play or Record to connect Previous Nest OK Cancel Help 3 Record the prompt See Using the audio controls on page 2 10 for instructions 4 Click OK to save the new version of the prompt Recording over the VAP file You can record over the VAP file by using a variety of recording tools and VAP tools If you do not already have such a tool you should consider VFEdit which is available on the Internet Testing and deploying the new prompts Use the Sentence Tester to test the new prompts See Testing system prompts on page 13 11 For information about deploying the new prompts see Deploying the new prompts on page 13 9 13 10 ADMINISTERING TELEVANTAGE Testing system prompts You can test system prompts by listening to them in context over your telephone By joining individual prompts into
579. t phone For example if the target phone has active calls on two PDNs and you only have one SDN mapped to that phone you will only have access to one of the two calls Even when mapping to a single line phone you should create at least two or three SDNs because TeleVantage permits multiple calls on hold Note If there are insufficient SDNs to cover a target phone s PDNs the SDNs cover the highest numbered PDN buttons For example if there are two SDNs mapped to a phone with three active PDN lines on buttons 1 2 and 3 the SDNs will pick up the calls on buttons 1 and 2 When a user makes outbound calls on an SDN line the user s own TeleVantage dialing permissions are used 7 30 ADMINISTERING TELEVANTAGE Silencing the soft ring on new calls when you re on the phone By default when a new incoming call arrives to an available PDN or SDN while you re on the phone the phone emits a soft ring You can silence this ring system wide affecting all digital feature phones by setting the following registry setting to 0 HKEY LOCAL MACHINE SOFTWARE Artisoft TeleVantage Server Settings Dkt CallWaitingInterval Enabling digital phone Busy Lamp Field for the system TeleVantage supports Busy Lamp Field BLF on all supported digital phones but to use it you must enable it for the TeleVantage system With BLF enabled digital phone buttons assigned to Speed Dial a user light up when the target user is on a call Digital phone user
580. t to import with the same map m Import Loads a saved XML map file 7 Click OK The list of users appears in the Edit and Review Users dialog box where you can make final changes before importing See the next section for instructions Reviewing and editing users In the Edit and Review Users dialog box you can make changes to the user list before importing The fields are the same as in the User dialog box for information see About the User dialog box on page 6 10 and the sections following it Edit and Review Users Double click on a cell to edit the data When all the data has been reviewed and edited click the Import button to create the users in TeleVantage First Name Last Name Title Extension Station ID DID Number Password Add Abbey Clark Bartender 101 il Blaine Hoffman Cook 102 1 4567 Remove Clarence Lincoln Dish Washer 103 3 6585 Derek Sawyer Waiter 104 4 6589 Export Edward James Bartender 105 5 Fields Les Bar Fly 106 6 New User Gill Debbie Manager 107 7 8964 gt T Ignore Warnings Cancel Help CC i T NA To import users 1 Review the list of users correcting any errors and filling in any missing information as needed You can make any of the following changes to the users as displayed m To edit a cell click the cell and type the new value Note For instructions on changing the User Template or Phone Template cells from this grid see Creating
581. tage CHAPTER 3 DEFINING SYSTEM SETTINGS 3 5 For instructions on setting ringback see Using Tele Vantage 4 Click OK Configuring the dial by name directory The dial by name directory enables callers to dial Tele Vantage users by name which is helpful when the extension is not known To configure the dial by name directory 1 Choose Tools gt System Settings 2 Choose the Dial by name Directory tab Category Dial by name Directory F Server Search directory by Las name x Call Data Organizations Present names using Extension number x Business Hours pnt fi T Present a confirmation menu before transferring Licenses Dial by name Directory 3 In Search directory by select one of the following methods by which callers can search for users m Last name Callers enter the first few letters of the last name This is the default m First name Callers enter the first few letters of the first name m Last name or First name Callers enter the first few letters of either the first or last name 4 In Present names using select one of the following methods for presenting the names of users to callers m Extension number Callers hear an extension number after each name for example For John Sargent press 175 This is the default Numbered list Callers hear a sequence number after each name as in For John Smith press 1 5 Use the Present a co
582. tage directories 1 Choose Tools 5 System Settings The System Settings dialog box opens 2 Choose The Storage Special Directories tab 3 Click Move next to a component to specify a new location for that component 4 When you are done changing special directory locations click OK Identifying security risks You can analyze your system for potential security risks by choosing Tools gt Analyze Security For more information on system security see Appendix I of Installing Tele Vantage Backing up TeleVantage It is critically important to back up the Tele Vantage database on a regular basis The system configuration information stored in the Tele Vantage database the account code txt file and the voice files stored separately are vital to the proper operation of TeleVantage You must also regularly back up the TeleVantage voice files by copying them to another location Important After upgrading TeleVantage to a new version you cannot restore a database backup that was created using the previous version You can only restore a database backup that was created using the currently running version of TeleVantage Note For the most accurate backup schedule the backup for a time when the system is not being heavily used Backing up during times of heavy activity can result in an occasional voice message being lost from the backed up files CHAPTER 12 MONITORING AND MAINTENANCE 12 53 Backing up TeleVantage data Use the fo
583. tage from H 323 terminals such as NetMeeting Depending on how your Tele Vantage Internet span and company firewall is configured TeleVantage can receive calls from any H 323 terminal such as NetMeeting To receive calls from an H 323 terminal such as NetMeeting 1 Configure your firewall to allow access to the IP address of one or more TeleVantage Internet spans 2 In the TeleVantage Administrator edit the TeleVantage Internet span to allow incoming calls 3 Optionally do one of the following 15 36 ADMINISTERING TELEVANTAGE Send Internet calls to the desired user auto attendant or IVR Plug in Assign DID numbers to any user auto attendant or IVR Plug in that you want to allow H 323 terminals to call directly Note For the purpose of receiving Internet calls you can give users DID numbers in TeleVantage only You do not need to order DID service from your telephone company Internet trunks behave almost identically to regular trunks and provide inbound Caller ID and direct inward dialing DID Internet calls are routed and processed just like regular calls to ACD workgroups routing lists and so forth Note that the name of the Tele Vantage system is displayed when NetMeeting calls TeleVantage To change the name edit the following registry key HKLM Software Artisoft TeleVantage Company Calling a TeleVantage Server from NetMeeting To call a TeleVantage Server from NetMeeting enter the IP address or DNS
584. tations on page 7 16 for details on the settings you should enable Configuring a Sipura FXO port as a PSTN gateway for TeleVantage You can configure a Sipura 3000 adapter s FXO port as a PSTN gateway recognized by TeleVantage letting you place and receive PSTN calls over the analog trunk line connected to the Sipura FXO port To do so configure the Sipura device and create a corresponding TeleVantage SIP Server as follows 1 If you haven t done so already create a SIP dialing service See Adding a dialing service on page 9 9 Insert a standard RJ 11 telephone cable into the LINE port Connect the other end of the cable to an analog PSTN line Open a web browser and enter the IP address of the Sipura adapter in the browser s address field See Obtaining the Sipura device s IP address on page 14 25 At the main Sipura web page select Advanced Login in the header on the right side of the page Select Advanced This brings you to the advanced view of the Info tab Select the PSTN LINE tab The page should begin with a Line Enable setting Important Make a note of the Sipura port number listed on the PSTN line tab under SIP Port You will need to append the port number entered here to the IP address when creating the TeleVantage SIP server for the Sipura FXO port see Creating a SIP server on page 14 33 If needed adjust PSTN Answer Delay to control how many seconds the Sipura FXO port waits before
585. tely for the following m Phone Number dialing services Use this setting to create global dialing restrictions that affect everyone using the dialing service See The Permissions tab on page 9 19 m Roles Use this setting to apply the same dialing restrictions to a group of users See Managing roles on page 6 46 m Users Use this setting to give individual users exceptions to the more general dialing permissions See The Security Dialing Permissions tab on page 6 33 In cases where dialing permissions conflict the more individual setting applies User settings override role settings and role settings in turn override dialing service settings For example if a dialing service disallows 011 numbers and a role allows them users belonging to the role can dial them However if a user has 011 numbers disallowed at the individual level that user cannot dial them Helping new users get started To get new users up and running quickly on the system give them copies of the Tele Vantage QuickStart Guide and the Tele Vantage Pocket Reference Card and alert them to the TeleVantage Welcome Wizard available from ViewPoint by choosing Tools gt Welcome Wizard When you add a new user a Welcome to TeleVantage voice message is copied automatically to the user s voice mailbox This message helps the new user get started by explaining how to record a voice title and create a custom voicemail greeting using the telephone c
586. tem wide hold music Callers hear an auto attendant s hold music while the auto attendant is transferring them to an extension and they continue to hear it while on hold until they reach a part of TeleVantage that uses different hold music such as a queue or another auto attendant that has different hold settings Each auto attendant can have its own hold music setting If you do not specify hold music for an auto attendant the auto attendant uses the system default hold music To configure system default hold music see Setting up system wide music on hold on page 13 13 To set up different hold music for an auto attendant 1 Inthe Auto Attendant dialog box click the Hold tab General Menu Choices Scheduled Actions Hold Advanced r Hold music JV Play hold music from Station 12 ha Pal 2 Check Play hold music from and select the music on hold source you want To add music on hold sources see Adding music on hold sources on page 13 14 3 Click OK Setting custom data variables and skill requirements with an auto attendant You can have an auto attendant automatically attach any number of custom data variables and or call center skill requirements to calls For more about custom data variables see Defining custom data variables on page 11 13 For more about using skill requirements for skills based routing in a call center queue see Chapter 3 of the TeleVantage Call Center Administrator s
587. ternal station settings DHCP Timeout lt 30 gt Number of seconds the phone waits for secondary DHCP offer messages before selecting an offer DHCP Boot Server lt default override gt When set to Default the phone will look for vendor specific option number 66 string type in the response sent from the DHCP server The DHCP server must be configured to send the boot server address in option 66 for example 192 168 0 1 When set to Override the phone will look for the vendor specific option number specified by DHCP Boot Srv Opt of type DHCP Boot Srv Type in the response sent from the DHCP server This generally should not be required unless the default Boot Server option is in use for another purpose on the network CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 23 Setting Value Comments Specifies vendor specific option number for the DHCP Boot Svr 28 2545 response sent from the Opt DHCP server if DHCP is enabled and DHCP Boot Server set to Override DHCP Boot Svr Type lt IP Address String gt Specifies vendor specific option type for the response sent from the DHCP server if DHCP is enabled and DHCP Boot Server set to Override Phone IP Addr lt 192 168 1 135 gt Fixed IP address assigned to the phone if DHCP is disabled Subnet Mask lt 255 255 255 0 gt Subnet mask of the network if DHCP is disabled H 323
588. th Flash or It does include the following m All enabled extensions users auto attendants call center queues IVR Plug ins etc m Users contacts dialable by the user s extension PIN m User extensions plus for direct to voice mail dialing if the feature is enabled see Setting general Server settings on page 3 4 m Dialing service access codes m System extensions such as 411 for the dial by name directory 12 10 ADMINISTERING TELEVANTAGE You can filter the Dial Plan view using the toolbar dropdown list to show only those numbers that are dialable from external phones PSTN or SIP servers You can use the Dial Plan view to check your dial plan for ambiguous numbers and correct them when they occur For more information see Avoiding dialing ambiguities on page 9 7 You can edit a dial plan entry by selecting it and choosing Dial Plan gt Edit The appropriate dialog box for editing that number opens Editing an extension plus Contact PIN opens TeleVantage ViewPoint as if you had chosen Users gt Edit all ViewPoint Settings from the Users view see Modifying a user s ViewPoint settings on page 6 46 Note If the Dial Plan gt Edit option is unavailable you may not have permission to access or edit the selected item You can delete a dial plan entry using the Delete key or the toolbar Delete icon Using the Maintenance Log view The Maintenance Log view displays tracked actions and prese
589. th different formats enabling callback to work correctly If unchecked callback will not work on Caller ID numbers that do not begin with the area code If your carrier always sends Caller ID numbers beginning with the area code you do 5 26 ADMINISTERING TELEVANTAGE not need to check this field but there is no harm in doing so 5 Under Inbound Caller ID Name specify how your carrier sends Caller ID Name information on inbound calls Transmitted in setup message Check if your carrier sends Caller ID Name as part of the setup message If Caller ID Name is sent later uncheck the field and specify the Number of milliseconds to wait after setup message for Caller ID Name m Information element Offset Length These fields define where the Caller ID Name appears so that Tele Vantage can extract it Get the figures from your carrier or use the Tele Vantage D Channel ISDN Trace utility see Appendix B of Installing Intel Telephony Components to see the locations yourself 6 Click OK Specifying ISDN outbound Caller ID You can specify the Caller ID information that accompanies outbound calls from the TeleVantage system on ISDN trunks PRI or BRI You can customize outbound Caller ID for the system as a whole as well as for individual users and queues You can customize ISDN outbound Caller ID in the following places To customize ISDN outbound Caller ID See For the system as a whole Set
590. the Administrator choose File gt New gt Users from Template The Edit and Review Users dialog box opens Edit and Review Users Click on a cell to edit the data When all the data has been reviewed and edited click the Import button to create the users in TeleVantage Extension Station ID DID Number Password Add Remove Export Hua New User I T Ignore Warnings Ea Help lick to add or edit user s first name F Click New User to add a new empty row in the grid Click each cell to enter the user information for that setting If you do not want to apply the default user and phone settings you can choose to apply a custom phone or user template that contains a collection of settings Double click the User Template and Phone Template cells and click to open the Template dialog box where you can select the appropriate template From each template dialog box you can do the following m Click Select to accept the template showing m Choose a different template using the fields at the top of the screen m Click Start Editing to change settings Note that you must save the changes as a template before clicking Select For instructions on user templates see Applying user settings in bulk on page 6 43 For instructions on phone templates see Applying phone settings in bulk on page 7 4 When the user and phone are added the settings from those templates are applied You still have t
591. the MWI message waiting light feature See Configuring a user to use an H 323 phone on page 15 9 for more instructions m Intel PBX IP Media Gateway Choose for stations connected to an Intel PBX IP Media Gateway See Configuring a user to use an H 323 phone on page 15 9 for more instructions m Uniden IP Phone Choose for H 323 based Uniden IP phones See Configuring a user to use an H 323 phone on page 15 9 for more instructions m TeleVantage Softphone Choose for the TeleVantage H 323 Softphone a SIP Phone Choose for any SIP based IP phone such as the Vertical Aastra 480i or eyeBeam See Configuring a user for a SIP phone on page 14 10 for more instructions m None Choose to create a null station then select whether the null station is on hook or off hook in Hook State For more information see Creating null stations on page 7 34 2 InCall using select the dialing service used when the user places calls from the phone Null stations do not need this field For more information see About dialing services on page 9 2 3 Check Interpret as Flash using Intel voice resources to give the user access to the TeleVantage telephone commands at the external phone For example the user could press 1 to transfer a call If checked all calls involving the external station consume an extra voice resource to monitor for the digits For instructions on calculating voice resource needs and install
592. the Tele Vantage Server see Configuring Operators for multiple Organizations on page 11 5 The Users view The Users view presents information about individual users and roles in your organization Roles appear in bold in the Users view For more information about roles see Managing roles on page 6 46 To add edit or delete Tele Vantage users click Users in the view bar The Users view opens Double click a user in the view to edit that user Users Yertical Tele antage Administrator BEI xi File Edit View Tools Users Help 8 A G x2 o Administrators Role 8 Cecilia St John 103 4 MSI User Vv 8 Courtney Barnstable 115 7 MSI User 8 Jenny Benton 777 7 MSI User Kepe NG Lou Antander 133 5002 33 EXT User F 89 Miri Anatolia 555 28 EXT User Vv 8 Nathaniel Chestnut 104 5 MSI User Operator 0 1 MSI User a Users Role 4 Min ailliams 1m RANA 2 MSI leer ni 11 Items Admin x100 207 75 15 Ors z Each user that you add appears as a row in the Users view The following table shows the information that is displayed for each user Column Description Name User s name Extension Extension number dialed to reach the user 6 6 ADMINISTERING TELEVANTAGE Column Description DID Direct inward dial number used to dial the user directly Station Default station ID phone device assigned to the user Device Type The type of station T
593. the auto attendant to handle incoming calls assign it to a trunk see Assigning an auto attendant to a trunk on page 10 20 You can save time and reduce typing when you want to create a new auto attendant by right clicking an existing auto attendant in the Auto Attendants view and clicking Copy on the shortcut menu Then right click anywhere in the view and click Paste on the shortcut menu The Auto Attendant dialog box opens with a copy of the existing auto attendant and you can now customize it Defining menu choices An auto attendant can present a series of menu choices to callers For example callers might press to transfer to the Sales department 2 to transfer to the Customer Service department etc When a caller reaches an auto attendant its greeting plays followed by its menu choice prompts in the order you specify Important If your auto attendant supports extension dialing make sure that its menu choices do not conflict with extension numbers For example if you assign the 2 key to a menu choice make sure there are no extensions beginning with 2 Otherwise callers trying to dial the extension will select the menu choice instead See Assigning an extension on page 6 12 Each menu choice can contain the following m Prompt A recorded message that explains the option to the caller For example For Sales press 1 m Key The telephone key callers must press to select the option m Action The action the s
594. the box to enable users to transfer or forward calls using only Centrex or PBX extensions When this option is selected and if supported by your Centrex service or PBX Tele Vantage can transfer or forward a call without using any Tele Vantage trunks m Pre transfer sequence Type the keys required before transferring a call to a Centrex or PBX extension The valid keys are 0 9 and amp Flash The default is amp Post transfer sequence Type the keys required after Tele Vantage dials the pre transfer sequence and the extension to transfer a call to a Centrex or PBX extension The valid keys are 0 9 and amp Flash After the post transfer sequence is dialed TeleVantage hangs up 4 Click OK to add the trunk to your configuration Setting up digit collection on an analog trunk The format used to transmit ANI and DID DNIS information on analog trunks varies with the carrier as follows m Fixed format Each piece of information is always the same length For example DID information is typically the last four digits that the caller dialed m Variable format Each piece of information can vary in length with filler digits used as separators for example 4 DID digits and 5 ANI digits in the format DDDD AAAAA To collect the variable format digits shown in the previous example you must specify the following three 3 separate actions that Tele Vantage must perform see the next procedure m Collect the filler
595. the log files are overwritten Be sure to delete the problem report package from your system as soon as you send it to your provider to regain disk space 12 62 ADMINISTERING TELEVANTAGE To report a TeleVantage Server problem 1 On the TeleVantage Server computer do one of the following m From the TeleVantage Administrator choose Help gt Report a Problem Choose Start gt Programs gt Vertical TeleVantage Server gt TeleVantage Problem Report Wizard To report a problem with a specific call or voice message select the problem call or the call that left the problem message in the Call Log view and choose Call Log gt Report a Problem The Problem Report Wizard starts with information about the call already entered 2 Answer the questions presented in each Wizard window To include all the available Server log information in the problem report package uncheck the Limit logs to the following time frame Reporting workstation application problems For a problem with any of the TeleVantage workstation applications ViewPoint Administrator Contact Manager Assistant or TAPI Service Provider tun the Problem Report Wizard on the computer that is experiencing the problem The Wizard automatically collects the required information To report a workstation application problem 1 On the computer that is experiencing the problem choose Start gt Run Enter the following path and then click OK The path on your system m
596. the remote Remote Server s internal Server dial tone Placing phone calls through 7 Internet to Phone Number the remote Server Placing Centrex PBX calls Internet to Centrex PBX On the General tab select through the remote Server Extension Remote Server s Centrex PBX service access code For each remote Server you must create a separate dialing service for each type of H 323 Gateway calling you want to perform Troubleshooting Internet to Phone Number dialing services If when dialing out over an Internet to Phone Number dialing service you have problems sending digits to external phone systems try increasing the DTMF Gain and DTMF On time parameters in your Internet span s Tuning tab Creating H 323 Gateway users to unify two TeleVantage Servers H 323 Gateway users are a way to unify the users on two Tele Vantage Servers connected by an H 323 Gateway so that all users display and function as if they were local Once you create Gateway users users on each Server can m Dial any user s extension directly without an access code m See local users and remote users listed together in ViewPoint s Extensions view Place Call To dialog box and all other places where a list of users appears m Select any user when placing a call transferring a call or creating a conference call m Search for any user in the dial by name directory m Forward calls to any extension or include any extension in a routing list By conne
597. the station you want to configure is shared by more than one user double click any of those users In the User dialog box click the Phone tab Check On off hook automatically speed dial If unchecked the station does no automatic dialing when taken offhook 7 32 ADMINISTERING TELEVANTAGE 4 Click _ to open the Speed Dial dialog box Extension Frank Smith x 125 Phone number Call using fs Phone number M Number 617 354 0600 x Cancel Help 5 Select or enter the number to automatically dial whenever the phone is taken offhook as follows m To choose an extension click Extension and select the extension from the dropdown list m To choose an external number select the dialing service to use from the Call Using dropdown list then enter the number in the Number field Click OK to close the Speed Dial dialog box Click OK to close the User dialog box Requiring user logon before a station can place external calls You might want the area phones in your office for example phones in lobbies or conference rooms to be unable to place calls unless a TeleVantage user logs in Unauthorized people would then be unable to place external perhaps long distance calls from your office and you would also ensure that all calls from those phones appeared in the Call and Trunk Logs with the name of the users who were authorized to dial them To require logon before placing calls 1 Create a Ro
598. the text string but they are treated as text characters m Default value Enter the value that the variable receives if no other action sets a value For string variables you can leave the field blank meaning the variable is empty by default For numeric variables you must enter a number usually 0 5 Click OK to add the custom data variable to the list 6 Click OK to close the System Settings dialog box The variable you created is now available to be attached to any incoming call for example by an auto attendant or call center queue Users have a corresponding column in the Call Monitor where they can view the variable s value for each call Setting the value for a custom data variable You can have TeleVantage set the value of a custom data variable in the following ways m Auto attendant choice When defining an auto attendant menu choice you can have it set the value of one or more custom data variables See Defining menu choices on page 10 8 m Call center queue If you purchased the Tele Vantage Call Center module you can have a queue set the value of a custom data variable based on caller data entry See the Tele Vantage Call Center Administrator s Guide m IVR Plug in An IVR Plug in can set the value of custom data variables based on a variety of methods including when it was called and caller data entry For more information see Appendix G of Installing Tele Vantage m TeleVantage Call Classifier The TeleVa
599. the user s recordings remain in the database before being archived m Format Select whether to archive the user s audio files as MP3 VOX or WAV files 5 Click OK Archiving mailbox recordings manually At any time you can manually archive all mailbox recordings selected for automatic archiving or a single user s or queue s mailbox recordings You can archive a single user s recordings even if the user is not already included in the selected mailbox list used for automatic archiving Use the TeleVantage Administrator to archive mailbox recordings manually according to the following steps CHAPTER 12 MONITORING AND MAINTENANCE 12 45 To manually archive all selected mailbox recordings 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Choose the Recordings Archive tab 3 Click Archive Now TeleVantage archives all selected mailbox recordings already specified on the System Settings dialog box Recordings Archive tab see page 12 44 To manually archive a single user s or queue s mailbox recordings 1 In the Users view select the user and choose Users gt Archive Mailbox Recordings For a queue select it in the Queues view and choose Queues gt Archive Mailbox Recordings The Archive Voice Mail dialog box opens Archive Yoice Mail Operator ng Archive voice mail older th 3 days Archive folders Jal folders except Deleted x Archive audio format VOX Options Cancel
600. those disallowed in the list Disallow all numbers except the following ignore Role permissions Prevents the user from dialing any numbers except those allowed in the list CHAPTER 6 MANAGING USERS AND ROLES 6 33 2 Under Exception permissions click Add to add a new exception permission to the list Click Edit to modify an existing exception permission The Dialing Permission dialog box opens Untitled Dialing Permission allow 7 phone numbers starting with fisod Cancel Help 3 In the Dialing Permission dialog box choose to Allow or Disallow calls and then enter the digits Enter a phone number or the initial digits of a phone number Be sure to include before the number if it is normally be dialed as part of the number for example 1800 4 Click OK The exception permission appears in the Exception permissions list and is applied whenever the user dials a number beginning with the digits The Dial by name Directory tab Use the Dial by name Directory tab to specify whether the user can looked up by name by callers who don t know his or her extension To include a user s name in the dial by name directory that callers can search check List in dial by name directory and make sure that the user has a voice title recorded To play a user s extension along with the user s name when callers choose the user from the dial by name directory check Play extension to the caller The ViewPoint tab This t
601. ting ISDN outbound Caller ID for the system page 5 29 For an individual user The User ISDN Outbound Caller ID tab page 6 16 Using TeleVantage For a call center queue TeleVantage Call Center Administrator s Guide For an ISDN span This section The Caller ID on an outbound call using an ISDN trunk is determined as follows m Individual user and queue settings override the system setting m Span settings override all other settings For example to block individual user or queue settings you must edit the span setting Note On trunk types other than ISDN outbound Caller ID is always set by the telephone company CHAPTER 5 MANAGING TRUNKS AND SPANS 5 27 Getting the outbound Caller ID setting that you want Use the following guide to get the outbound ISDN Caller ID that you want Desired result Configuration All outbound Caller ID is set by This is the default behavior To restore it after your telephone company changes double click the ISDN span in the Trunks view click the Outbound Caller ID tab and make sure that all fields under By default send and If it exists send are unchecked The number 617 111 2345 is Choose Tools gt System Settings On the always your outbound Caller ID External Dialing ISDN Outbound Caller ID tab number for all spans select Custom and enter 6171112345 in Number Make sure that the ISDN spans are set to use the system default Specify a c
602. tings Which phone settings can be applied in bulk You can apply only those phone settings specific to the station rather than the user meaning settings shared between all users who use the same phone For user specific phone behavior settings such as call announcing and ring patterns apply user settings instead see Applying user settings in bulk on page 6 43 Saving settings as a default phone template When you save a collection of settings as a phone template you can click Make Default to make it the default template for that station type The default template is applied when you add a user with a station ID corresponding to a phone of that type in the following circumstances m When you add a user at the telephone using the O command see Adding a user at the telephone on page 6 35 m When you add or import users and leave the Phone Template cell blank see Applying user settings in bulk on page 6 43 Note that when you add a user in the User dialog box custom default templates are not applied TeleVantage comes with a group of system phone templates all named Standard They are the the initial default templates for the various phone types You cannot edit or delete a Standard phone template 7 4 ADMINISTERING TELEVANTAGE Setting and applying phone settings in bulk To make phone settings and apply them to one or more users in bulk do the following 1 Choose Tools gt Phone Templates Th
603. tion 3 Click the Phone External Station tab 14 10 ADMINISTERING TELEVANTAGE 4 Under Destination select SIP Phone The following options appear Phone Enternal Staton User Baga er Destinati x a Voice Mai lon SIP Phone Phone Call using Fse El Call Announcing External Station Phone s SIP address Station Features Registered to SIP span 207 781 5 11 x siy Handotieo Userinfo bams Automatic Log Out im E Audio C SIP URI E Security a Shane Directory JT Interpret as flash using Intel voice resources ViewPoint T Disconnect when idle Device type Generic SIP Device x MAC address Previous Nest Cancel Help 5 In Call Using select your SIP dialing service If you haven t created a SIP dialing service yet see Adding a dialing service on page 9 9 6 Under Phone s SIP address choose whether the phone is registered with TeleVantage or not as follows m Registered to SIP span Choose this method for any SIP phone that will be registered with a TeleVantage SIP span this will be most cases When you configure the SIP phone you should set the phone s SIP Server or Domain field to the IP address or fully qualified domain name FQDN of the SIP span you select here In the Userinfo field enter a unique identifier for the phone for example Station45 or MirisPhone You should avoid using just the user s
604. tion Str field as follows m If the user has been set up with the IP phone as an external station you can leave this field blank The connection to TeleVantage is made automatically by matching the incoming IP address and no password is required However if the Advanced setting EnableIPAddressMatch has been set to require a connection string you must enter one as described in the next bullet See Choosing whether to require a connection string on page 15 14 CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 13 m If the user uses a TeleVantage station as his or her primary phone and only occasionally uses the IP phone then enter the following in Connection Str cuser s extensions lt user s TeleVantage passwords spaces around the star characters are for clarity do not enter them For example for extension 123 with password 456 you would enter 123456 You can also set a Display name to appear on the phone Change the other H 323 settings if necessary then click Submit The phone will be automatically restarted if settings are changed Wait for the IP phone to return to standby mode and reload the page from the web browser 6 Open the Codec Configuration page Make sure that the G 711 codec the preferred codec Make sure that the Packet Size is set the same in the Uniden phone as in TeleVantage where this setting is referred to as frame size Note that the Uniden phone defaults to a packet size of 20 ms and
605. tion of Contact PINs and instructions on exporting and importing contacts see Using Tele Vantage H 323 Gateway users and call center queues If an H 323 Gateway user is added to a call center queue by default the corresponding user on the remote Server does not have access to the call center personal statuses Available Queue Only Available Non Queue and On Break To give the user access to those statuses do the following CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 47 1 Edit the full user not the H 323 Gateway user in the Administrator to open the User dialog box and click the Queue tab Check Show queue related personal statuses Click OK For more information about call center queues see the Tele Vantage Call Center Administrator s Guide Enabling call path replacement to economize trunk use TeleVantage can perform call path replacement on calls transferred or forwarded between Servers so as to economize trunk use For example if a call starts on Server A goes to Server B and is forwarded to Server C TeleVantage automatically simplifies the path to a direct connection between Server A and Server C thus saving trunk usage on Server B To enable call path replacement make sure that each H 323 Gateway user has the Attempt Centrex PBX transfer field checked in their call forwarding settings The field is checked by default for H 323 Gateway users Receiving Caller ID from third party H 323 gateways This
606. tor DD Password Server TELEVANTAGE a Station ID 100 Press O on your phone to hear your station ID Cancel Help Options lt lt 3 Type your User name A user name called Admin exists by default To create other administrators you must add users to whom you give Administrator permissions see The Security Permissions tab on page 6 31 4 Type your Password The Admin user password is set to 100 at installation Change the password for the Admin user after you log on for the first time see the important note below 5 Ifyou want to log on to a different Server than the one already selected under Server click and select a Server name ADMINISTERING TELEVANTAGE 6 If you want to change your station ID enter a valid station ID in the Station ID field The station ID identifies the phone associated with this computer the one you use to make recordings in the Administrator and perform other audio tasks To find the station ID of a TeleVantage phone pick it up and dial 0 You can enter an external station ID which enables you to make recordings from a remote phone such as a home phone IP phone or cell phone See Using external stations on page 7 8 for information on configuring external stations 7 Click OK Important Leaving the Admin user password as 100 is a security risk that can cost your company money due to toll fraud Until you change it and the password of the O
607. trunk set to Allow which is the permission level for the Administrators role If you want to give the user unique permissions different from those of the roles to which he or she belongs edit the user s permissions using the Permissions pane The user s Permissions pane settings override all role settings To adjust an individual permission for a user click the Value column for that permission in the Permissions pane Select one of the following from the dropdown list m Use roles value Permission for this item is determined by the user s role memberships described in the following section The actual value of the permission is displayed in parentheses m Allow The listed feature for example exporting Contacts is available to the user m Disallow The function is not available to the user m View and Edit The specified tab or folder such as the Phone settings tab or the Call Log folder can be viewed and edited by the user m View only The user can view the folder or tab but cannot change it No access The folder or tab cannot be used or viewed by the user 6 32 ADMINISTERING TELEVANTAGE Changing the user s roles To change the roles to which the user is assigned do the following 1 Click Change on the Permissions tab The Roles dialog box opens All roles Selected roles Add gt gt lt lt Remove Queue Supervisors Administrators Users ii New Role 2 Use Add and R
608. ts 12 40 manually 12 45 searching and acting on archived recordings 12 41 via Recording Archive Service 12 40 archiving the Call and Trunk Logs 12 51 audio controls 2 10 audio files as hold audio 13 16 audio recordings changing file format 2 10 creating 2 10 file formats 2 9 VOX files 2 9 WAV files 2 9 auto attendants overview 10 4 actions 10 9 ambiguous dialing delay 10 19 and DID 10 2 attaching custom data or skills to calls with 10 17 changing default extension of 8000 10 6 creating 10 7 creating menu choices for callers 10 8 custom destination for user login 10 19 default 10 5 defining menu choices for 10 8 routing calls 10 2 scheduled actions 10 15 scheduling transfers and greetings 10 14 setting up 10 6 what caller hears 10 5 Auto Attendants view 10 6 Avaya 15 32 B backing up database 12 53 beep for hands free answering 7 22 on call recordings 4 7 BLF enabling 7 31 blocked numbers 6 56 books ordering printed 1 6 BRI adding a digital span 5 21 Broadvoice configuring TeleVantage for 14 40 business hours defining 3 7 Busy Lamp Field enabling 7 31 C caching SIP credentials 14 40 call announcing with ringback 3 5 call forwarding and voice mail 7 19 to a mobile phone 7 19 call handling fax routing setting up 5 7 multiple users at one station 7 3 outbound calls 9 1 on a trunk 5 5 routing 5 4 routing inbound calls 5 4 call history in Call Log 12 15
609. u have Internet Connection Firewall ICF enabled For the Server to operate properly with a firewall you must upgrade your PC to Windows XP SP2 or higher Alternatively you can disable ICF 165 Warning Server cannot communicate with Workstation applications because Windows Firewall exceptions are not allowed Please enable Windows Firewall exceptions by selecting Start 5 Control Panel gt Windows Firewall and uncheck Don t allow exceptions 166 Warning Server cannot communicate with Workstation applications due to a problem creating a Windows Firewall exception Please disable the Windows Firewall by selecting Start gt Control Panel gt Windows Firewall and uncheck On 167 Warning Server cannot communicate with Workstation applications due to a problem with system DCOM settings 168 Warning Cannot communicate with your lt name gt Server because you have Internet Connection Firewall ICF enabled To use this application with a firewall you must upgrade your PC to Windows XP SP2 or higher Alternatively you can disable ICF 169 Warning Cannot communicate with your lt name gt Server because Windows Firewall exceptions are not enabled 170 Warning Cannot communicate with your lt name gt Server due to a problem creating a Windows Firewall exception To use this application please disable the Windows Firewall by selecting Start gt Control Panel gt Windows Firewall and uncheck O
610. ueue Transfer to Transfers the call to a workgroup The workgroup workgroup phones ring simultaneously and the first workgroup member to answer the call is connected to it Note TeleVantage automatically disconnects calls if callers do not press a key during three consecutive jumps between auto attendants for example if you set up an auto attendant to jump to itself for the nothing menu choice action Callers are presumed to have hung up To change the number of auto attendants that can execute without caller input use the Server MaxAutoAttendantLoops advanced setting See Appendix J of Installing Tele Vantage for instructions on advanced settings CHAPTER 10 HANDLING INBOUND CALLS 10 9 Setting general menu options In the Auto Attendant dialog box click the Menu Choices tab Untitled Auto Attendant General Menu Choices Scheduled Actions Hold Advanced nothing Transfer to Operator 1 Add Edit Delete Number of seconds before performing nothing menu choice 3 jv Process all other digits as user extensions J Prevent type ahead J Restrict dial by name and extension matching to members of In Number of seconds before performing nothing menu choice enter the number of seconds that the auto attendant will wait without a menu choice being selected before performing the action associated with the Nothing menu choice The wait begins after the final menu choice prompt
611. umber 8 5 assigning an extension 8 5 benefits of 8 2 creating 8 4 entering general information 8 4 public and personal defined 8 2 routing calls to ACD 10 2 specifying timeout parameter 8 6 Workgroups view 8 3 INDEX 11 ADMINISTERING TELEVANTAGE
612. umbers for your sales department and your accounting department you can create a custom auto attendant for each department TeleVantage lets you nest auto attendants so that one option on an auto attendant menu can take callers to a menu of other options on another auto attendant By creating multilevel auto attendants you can offer callers a nearly unlimited number of choices You can customize an auto attendant to automatically change its behavior by time of day by scheduling greetings and call transfer behavior For example after 6 00 pm and on weekends your auto attendant could automatically play a We re closed greeting that reads your business hours then transfer calls to a voice mailbox You can create auto attendants that are recorded in different languages but contain the same menu choices A master auto attendant tells callers To continue in English press 1 To continue in Spanish press 2 Pressing the appropriate choice transfers the caller to the auto attendant recorded in that language The language choice also changes the system prompts that Tele Vantage presents to the caller to the specified language Different auto attendants can have different hold music for example sales pitches for sales reps or soothing music for support lines 10 4 ADMINISTERING TELEVANTAGE m Auto attendants can attach any number of Custom Data variables to calls Custom Data variables can be attached to all calls handled by the
613. ume Take and Available Just before the phone reboots press the Setup softkey button to enter the setup screens Use the arrow buttons on the top right hand corner of the phone to move between fields To save your changes to the settings you must press the Save button before moving to the next field When alphanumeric fields such as TFTP login and TFTP password are highlighted you will see two additional softkeys on the screen which allow you to switch between alphabetic and numeric characters To enter a lower case letter hit the a gt A key then use the number keypad to enter the letters beneath each number To enter an a hit the 2 key once to enter a b hit the 2 key twice etc To enter an upper case letter hit the a gt A softkey once again To enter a number hit the gt 123 softkey Use the left and right arrow keys to move within a field To save your changes to the settings you must press the Save button before moving to the next field 15 22 ADMINISTERING TELEVANTAGE Set the following configuration for the Polycom phone Setting Value Comments DHCP Client lt Enabled Disabled gt If DHCP is disabled the phone uses a fixed IP address from the Phone IP Addr field below If DHCP is enabled the phone receives information from the DHCP server in the format specified below If using DHCP be sure that Automatically change address to location of last log on is checked in the user s ex
614. uns independently of the Administrator The Device Monitor utility TVDevmon exe is located in the TeleVantage Server directory by default C Program Files TeleVantage Server Creating users and trunks from the Device Monitor From the Device Monitor you can create a user for the selected station or configure the selected trunk Select the station or trunk then choose Device Monitor gt Create User or Create Trunk For instructions on creating users see About adding users on page 6 2 For instructions on configuring trunks see Chapter 5 CHAPTER 12 MONITORING AND MAINTENANCE 12 3 Device Monitor panes The Device Monitor consists of three panes m The station pane top Shows current station activity See the next section m The trunk pane middle Shows current trunk activity See Monitoring trunk activity on page 12 6 m The status pane bottom Shows details of the selected station or trunk Shows either device status see Reading device status on page 12 8 or call history see Viewing an active call s history on page 12 8 Device Monitor columns Some device Monitor columns are hidden by default To show or hide columns choose Tools s Columns and select either Device Monitor or Device Monitor Trunks Monitoring station activity The following table shows the information that is presented in the upper pane of the Device Monitor view for each Tele Vantage station internal telephone
615. unter template is also installed that you can enable to aid in the tracking down of any performance issues on the TeleVantage Server PC including third party applications Note If you have created or deleted TeleVantage devices performance counter data may not be accurate until you restart the device Enabling the TeleVantage performance counter template 1 On the TeleVantage Server PC choose Start gt Programs gt Administrative Tools gt Performance The Performance dialog box opens Expand the Performance Logs and Alerts tree view and select Counter Logs Do one of the following depending on your system m Windows XP Windows 2003 Server Select TvPerformance in the list Windows 2000 Choose Action gt New Log Settings From and browse to Program Files Tele Vantage Server TVPerformance htm Click OK twice When TvPerformance is added to the list select it 4 Choose Action gt Start to enable logging Once enabled performance log data is written to the Program Files Tele Vantage Server Logs directory Limiting performance data logging By default data is continuously written to multiple 200 MB files as long as there is available disk space on the drive or until you turn performance logging off by selecting TvPerformance as described in the previous procedure then and choosing Action gt Stop To avoid having to monitor available disk space on the drive and manually turn off performance logging when disk spac
616. users must press to end the account code or there will be a slight pause while the system waits for more digits If Minimum length and Maximum length are both set to 0 account codes will not be verified by length Click OK 11 8 ADMINISTERING TELEVANTAGE Setting a user s account code modes For each user you can define whether account code entry is voluntary or forced and whether the system verifies entered account codes against a list of valid account codes User Account Codes Inbound mode Optional non verified NG Outbound mode Optional non verified x T Allow automatic account code lookup To set a user s account code modes 1 Double click a user in the Users view The User dialog box opens You can also set account code modes when you create a new user Click the User Account Codes tab Use the Inbound mode and Outbound mode dropdown lists to select the user s account code modes for inbound and outbound calls See Account code modes on page 11 7 4 Check Allow automatic account code lookup to enable automatic association of account codes with contacts for this user If enabled the user can enter an account code for each contact and the system automatically applies the account code to calls to and from the contact See Using Tele Vantage for more information about using contacts 5 Click OK For complete instructions on defining a user see About adding users on page 6 2 How
617. ustom Caller ID Double click the ISDN span in the Trunks view number for each user that click the Outbound Caller ID tab and check matches their DID number so Individual or system default Caller ID number people can return their calls easily Eor each user in the Users view double click the user click the Other tab set Calling party presentation to Custom and enter the user s DID number in Calling party Number Users can select that number or other settings in ViewPoint Tools gt Options Preparing to enter outbound Caller ID settings Before specifying ISDN Outbound Caller ID ask your ISDN carrier the following questions m Does my ISDN line support custom calling party numbers sometimes referred to as custom Caller ID or customer defined Caller ID m What is my Preferred Party Plan ISDN or National If the Preferred Party Plan is ISDN ask m What is my Preferred Party Type International or National 5 28 ADMINISTERING TELEVANTAGE Setting ISDN outbound Caller ID for the system System wide ISDN outbound Caller ID settings serve as the defaults Both user settings and span settings can override them To set outbound ISDN Caller ID for the system 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Choose the External Dialing ISDN Outbound Caller ID tab 3 From the Calling party presentation dropdown list select one of the following m Span def
618. uto attendant ambiguous dialing delay 10 19 Assigning an auto attendant to a trunk esceeceeeeeeeeeeeeeeeeeees 10 20 Routing calls to USCIS iniipit itetest rateo et aeea 10 20 Routing calls to extensions eeeeeeeeeeeeeeeeeereeereeeresiresrerinerneees 10 21 Routing calls to WOrKQrOUDS cceeeeeeeeeeeeeeeeseeeeeeeeeeeeeeeneeeeeeennees 10 21 Chapter 11 Tracking and Distinguishing Calls ccssssee 11 1 About tracking and distinguishing CallS cece eeeeeeneeeeneeeeeeeeee 11 2 Using Organizations xz vs citing ee ele ce tent NAAN AG NAA 11 2 Defining an Organization ee eecceeeeeeceeeeeeceeceeeeeeeeeseeeeeeeeeeeeees 11 3 Assigning users to Organizations 11 3 Creating an auto attendant for each Organization 11 4 Restricting outbound trunk use by Organization eee 11 4 Configuring Operators for multiple Organizations 11 5 Using account codes oes eeeeneeeeneceenereseeeeeeeeceanersanerenereneeeenseeeneners 11 6 elelo 8 s Melo e JAALe e 11 7 Setting general account code options Lana nnawaw nananana wanna 11 8 Setting a user s account code MOES u La ana nnawawanawwnawnawwnana 11 9 How users enter account codes ee eeeceeeeeeeeeceneeeeceeseaeeeeeeeeeeeeees 11 9 Creating a valid account Code list eee cece eenen 11 10 Using a verbal account code prompt ee eeceseeeeeeeeeeeeeereeeees 11 12 Viewing account codes in t
619. vice dialing exceptions 9 18 system prompt files 13 4 13 5 voice files 2 11 extensions and station ID 6 13 assigning 6 12 assigning to workgroups 8 5 starting number 6 13 external stations 7 8 problems placing calls from ViewPoint 7 12 setting number of 3 4 eyeBeam softphone configuring 14 28 F Failover support 7 2 fax routing calls to 10 2 transmission via Sipura 14 26 file formats for voice files 2 9 files VAP 13 7 NOX 13 7 as hold audio 13 16 change encoding format 13 6 changing format 2 10 converting formats 2 10 13 4 exporting and importing system prompts 13 5 importing and exporting 2 11 moving 12 52 MP3 12 40 playing over phone or computer 2 11 prompts 13 7 script for vendors 13 8 sentence file 13 6 Test Sentences dialog box 13 11 testing 13 8 voice 2 9 VOX 12 40 WAV 12 40 INDEX 4 ADMINISTERING TELEVANTAGE firewall configuring SIP for 14 43 Flash behavior system wide setting 3 5 user setting 7 16 follow me call forwarding 7 20 forwarding and voice mail 7 19 follow me 7 20 to a mobile phone 7 19 G Gateway users 15 45 greetings creating 2 10 scheduling in an auto attendant 10 14 storage size for 6 28 group conversation lines blocking 6 56 H H 323 overview 15 2 changing listener port 15 7 dialing services for 9 2 host based vs embedded stacks 15 2 phones configuring a user for 15 9 considerations for 15 12 H 323 terminal
620. vox vI IF v1 1 THEN mmsa vox ELSE mm ToListenPrevMsgPress5 ToListenSavedPress2 Name Data Type Value ToListenThisMsgPress1 ToManageCallOnHoldPress3 Variable 1 Number ToManageGreetingPress4 a pai Number z ToManageMsgAcctPress9 Variable Numb X ToManageMsgAcctPressStar 2 umber ToMarkPrivatePress6 Variable 3 Number x ToMarkUrgentPress5 2 Variable 4 Number ToRecoverDeletedPress8 3 ToReplyPress1 Variable 5 Number z ToReplyThisMsgPress4 k ToRerecordMsgPress3 Variable 6 Number zl ToReviewMsgPress2 p Number ToSaveThisMsgPress6 H ETERS Number pa ToSendMsgPress3 Variable 8 Number z ToSendThisMsgPress1 a ToSpeakT oO perator Variable 9 Number ToStartACallPressPound ToUnDeleteMsgPress3 5 Variable 10 Number x Clear Close Help The Current sentence box displays how that sentence is described in the sentences ini file Many sentences consist of a single VOX file Other sentences are made up of several joined VOX files and may contain variables as well JN 5 You can double click a sentence to test it or select it and press Test When your phone rings pick it up and listen to the sentence in the language you selected You can continue to play messages and even change languages without hanging up your phone 6 If the sentence contains variables they are indicated in the Name column with an asterisk You can enter a new Value for a variable and optionally select a different variable
621. warding so callers don t hear ringing or silence for too long TeleVantage plays whatever is on the specified channel and does not monitor the channel If the music device stops callers on hold hear nothing Note If you are using the Windows CD Player application or other software application for music on hold you can have the application automatically start whenever the Server computer is started so that you never need to remember to manually launch it From the Windows Control Panel choose Scheduled Tasks then select the application and When my computer starts In the application options set it to automatically start playing at startup and to repeat Adding music on hold sources To play music to callers on hold you must define one or more music sources A source can be any of the following m One or more audio files WAV or VOX format a ACD player or other music device connected to a station port on any supported station board m An audio device connected to the Audio Input port on a DISIx or DIO408LSAR2 integrated trunk and station board Note You can use the CD drive of the Server computer as long as the device or sound card is connected to a station port You can add as many different music on hold sources as you want You can then choose a different source for any of the following uses m System wide hold music See Setting up system wide music on hold on page 13 13 m Auto attendant specific hold music
622. when you call into a TeleVantage server so internal users will see this string in the Number field of their Call Monitor along with the phone s IP address The genDesc E164addr field is the address of the phone enter the Tele Vantage extension of the user This will also show on the LCD screen of the IP phone after the name for example IPUser 202 Folder Field Value GENDESC gendesc name IP User genDesc E164addr 202 Feature plar log string 202 202 CHAPTER 15 CONFIGURING H 323 INTERNET TELEPHONY 15 29 lt ServerIP gt cfg This file should be renamed to represent the IP trunk and the name should match the CONFIG FILES field of the lt MACid gt cfg file The sample download file is called TVIP1 cfg You will have one such file for each separate IP trunk IP address for example if you had two Internet telephony boards with their own IP addresses you would have 2 files Each file references in the feature plar address field the IP address for that IP board Note If you would like to remap some of the function keys on the Polycom IP phones use the key map fields Remapped keys are not supported by Vertical Folder Field Value MAPS key map 37 1 793 key map 36 1 66 key map 32 ib key map 31 TET key map 30 1 4 key map 29 ig key map 9 ie key map 8 1 7611 key map 7 1 612 FEATURES feature plar address 192 168 1 100 feature autoanswer 0
623. wnloads 15 38 ADMINISTERING TELEVANTAGE Connecting two Servers using H 323 Gateways H 323 Gateways enable you to connect two TeleVantage Servers over the Internet or a private IP network sometimes called an IP tie line connection Doing this allows users on one TeleVantage Server to make calls as if they were on the other Tele Vantage Server When two TeleVantage Servers are properly configured users can do the following m Place calls to extensions on the remote Server In addition to calling extensions users can dial to log in and check remote voice mailboxes or dial 411 for the remote Server s dial by name directory m Place external phone calls through the remote Server Users can call remote phone numbers as if they were local phone numbers such as calling directory assistance in another city m Place outbound Centrex PBX calls through the remote Server Users can dial remote Centrex PBX extensions as if they were local such as extensions on a legacy PBX system connected to the remote Server m Unify two Servers into a single user environment By creating users of the type H 323 Gateway user on each TeleVantage Server you can make all users appear to be on the same TeleVantage Server Users on each TeleVantage Server can dial each other directly or select extensions for call forwarding and routing lists regardless of whether they are local of the user type User or remote Local and remote users appear together i
624. wo or more TeleVantage Servers using H 323 Gateways see Connecting two Servers using H 323 Gateways on page 15 39 Using a host based or an embedded stack If you are using Intel Dialogic IP boards and not HMP then before configuring Tele Vantage for H 323 you should decide whether you want to define your H 323 spans using a host based stack or an embedded stack With a host based stack you create virtual H 323 trunks that can be independent of the physical trunks on your Internet boards Host based stacks give you vastly increased flexibility in mapping your H 323 trunks to the IP address or addresses of your choice You might choose a host based stack for the following reasons m D10408x boards require host based stack setup m You want to use SIP and H 323 on the same Tele Vantage Server SIP requires that you configure your Intel IPLink board for a host based stack 15 2 ADMINISTERING TELEVANTAGE Some Intel Dialogic Internet boards have PCD firmware files available that give you extra conference ports and accessing the extra ports requires host based stack setup You want to divide your Internet trunks into multiple spans with different IP addresses for example one inside your firewall and one outside Important You cannot assign the same IP address to more than one trunk board when using a host based stack Examples of embedded and host based stack configurations The following charts shows different con
625. word On Server 2 Name Local Server 2 extension Local Server 2 password N A aaa From Server 1 N A Svr 1 access code Uses H 323 Gateway From Server 2 Svr 2 access code Uses H 323 Gateway Access From Server Code T IP to Phone DU IP to Centrex N A Access H 323 Te Serep Code Gateway T IP to Phone DU IP to Centrex T IP to Phone DU IP to Centrex T IP to Phone DU IP to Centrex INDEX Symbols for direct to voice mail dialing 3 5 19 13 17 Numerics 8000 as default auto attendant extension changing 10 6 911 See enhanced 911 A Aastra Powertouch phones 7 20 Aastra SIP phone configuring 14 22 access codes for dialing services 9 7 updating phone numbers after changing 9 7 using O 9 7 account codes described 11 6 examples 11 6 how users enter 11 9 in Call Log 11 12 setting for a user 11 9 text file of valid codes 11 10 Adjust Station IDs 2 6 Admin user 6 4 Administrator default password for 2 2 logging on 2 2 starting 2 2 toolbar 2 8 using commands in 2 8 Administrators role 6 47 Adobe Acrobat books 1 9 advanced settings See Installing TeleVantage allocating space for SQL Server database 12 50 analog trunks 5 12 archiving recordings overview 12 39 automatically 12 44 configuring who can manage archived recordings 12 46 for a single user 6 8 for a single user or queue 12 46 mailbox recording file forma
626. xample when a user sets call forwarding the user cannot use ViewPoint features on the call or enjoy any of the benefits of an external station However you can check Imitate a station when routing incoming calls to external numbers to enable those features for a user by having TeleVantage imitate a station on his or her externally routed calls This can enable internal phone users to have the benefits of an external station when using their mobile or temporary phones Using multiple line appearances for analog phones If the user has an analog phone you can use the Enable multiple line appearances field to give the user extra lines for simultaneous incoming calls When the user is on a call and a new incoming call arrives on another line the user hears the call waiting beep and can press Flash to take the call ADMINISTERING TELEVANTAGE The multiple line appearances feature makes an analog phone behave similarly to a digital feature phone with PDNs defined though without PDN lights on their phone to switch between calls or the ability to use SDNs See Using line appearances on page 7 29 Note These settings apply to the phone only The user can always take incoming calls visually using the Call Monitor See Using Tele Vantage Use the Enable call waiting and Enable multiple line appearances fields in conjunction as follows The user has one line If the user is on the phone new Both unchecked incoming calls go st
627. xt matching routing rule and corresponding target dialing service until the call is placed or all valid routing rules have been tried If the routing service finds a rule that tells it to stop processing the number no further attempts to match a number dialed to a routing rule are made If the number dialed does not match any rules then the user will hear The dialing service you selected is not properly configured Please contact your administrator If a routing rule matches the dialed digits the target dialing service checks the rule s New digits against the dialing permissions defined for the user the user s roles and the target dialing service If the dialed digits are blocked by these permissions the target dialing service is not used For information about dialing permissions see Chapter 6 Managing Users and Roles Before the routing service passes the number to a dialing service it modifies the number according to the pattern specified in New digits the number is unchanged if New digits matches Digits dialed The dialing service then applies any prefixes suffixes and dialing exceptions see pages 9 11 and 9 17 to the modified number before the call is placed How you can use routing services By setting up multiple dialing services and using a routing service you can do any of the following Route local calls and long distance calls to different trunks With this setup users can dial a single access code for al
628. y E mail Notification Security Audio Call Log and Trunk Log Internal Dialing External Dialing Emergency Recordings Queue a Ei lt F HA FF H F H E H p Each custom data variable is attached to every incoming call though a given variable might not be used for every call Note If you have purchased the TeleVantage Call Center module two system variables are present by default Expected wait time and Number of people ahead For instructions on using them see the TeleVantage Call Center Administrator s Guide 3 To create a new custom data variable click Add The Custom Data dialog box opens Name Proce Description productname Data type Stn o Default value o yy CC Cancel Help 4 Enter the following information for the custom data variable m Name Enter a name for the variable Keep the name relatively short as it will appear in a column header in ViewPoint s Call Monitor Custom data variable names are case sensitive Description Enter a description of the variable if needed 11 14 ADMINISTERING TELEVANTAGE m Data Type This determines the type of information that the variable holds Select one of the following m Long An integer number m Double A number that have decimal places Boolean The value must be either O or 1 m String Text Numbers can be part of
629. y going from phone to phone you can assign stations to users relatively quickly when setting up a new TeleVantage system However you must then use the Administrator to configure most of the important information such as the name for each user See Adding a user at the telephone on page 6 35 In bulk by entering names into a grid To create many new users at once by typing in names and selecting settings from user and phone templates choose File gt New gt Users from Template See Creating one or more users from templates on page 6 35 In bulk by importing from CSV files or Active Directory If you have a pre existing list of people in a CSV file or in Microsoft Active Directory you can import them as TeleVantage users making custom changes as you go See Importing users in bulk on page 6 37 ADMINISTERING TELEVANTAGE Important You must have a Station license available for each user that has an assigned internal station ID other than 0 Station IDs of 0 and external stations do not require station licenses For more information about license requirements see Installing TeleVantage Preparing templates before adding users If you will be adding groups of users with similar settings you can prepare user templates first allowing you to easily apply common settings to users as you create them You can create multiple user templates to cover different groups of similar users You can then apply them in any of the
630. y the selected action In either case the Modify Action dialog box opens In the Modify Action dialog box select the Digit type to retrieve You can retrieve DID ANI or Filler digits Modify Action Ly te GTA Digit length Exactly 7 digits C Variable upto the first digit Cancel Help Under Digit length do one of the following To retrieve fixed format data click Exactly digits and then type the number of digits to collect ADMINISTERING TELEVANTAGE m To retrieve variable format data in which each piece of information may vary in length and filler digits are used as separators click Variable up to the first digit and then type the filler digit Click OK Repeat steps 4 7 to add all the actions required to collect digits coming in on the trunk and then click OK After you have configured analog digit collection correctly make sure that the trunk is configured to accept inbound calls and retrieve DID digits Double click the trunk in the Trunks view to open the Trunk dialog box to verify both of these settings Handling international Caller ID on analog trunks If your carrier ever sends incoming Caller ID numbers that begin with something other than area code for example international numbers that begin with 0 or with the country code you should make sure that Tele Vantage is set up to handle them If you do not then users will not be able to use the callback feature on international
631. y kind 5 Click OK Once these settings are made users can use the callback feature on international calls and other calls with non standard Caller ID numbers Using Delayed Answer on analog trunks For an explanation of Delayed Answer see Using Delayed Answer on page 5 8 Delayed Answer is enabled or disabled for all your analog trunks as a group To do so 1 Choose Tools 5 System Settings The System Settings dialog box opens Choose the Analog Trunks tab From the Trunks view you can also choose Trunks gt Analog Settings From the Connect inbound calls dropdown list select one of the following m Immediately when received Delayed Answer is disabled Calls are connected as soon as they are received by TeleVantage m When answered or handled Delayed Answer is enabled Calls are not connected until they have been answered or handled by Tele Vantage or a user For a more detailed description of when Tele Vantage connects calls under Delayed Answer see TeleVantage behavior with Delayed Answer on page 5 9 Click OK ADMINISTERING TELEVANTAGE Adding a digital Robbed Bit T1 span This section explains how to add a digital Robbed Bit T1 span by configuring signaling and adding the span to TeleVantage in the Trunks view Note Before you add a Robbed Bit T1 span in the Administrator you may want to run the TeleVantage Robbed Bit T1 Experimenter on the TeleVantage Server computer to configure signaling on
632. ystem takes when the key is pressed m Language The language for subsequent system prompts When callers enter the key associated with this menu choice all subsequent prompts are in the specified language Your system supports the languages that were installed with the Tele Vantage Server For more information see Installing Tele Vantage Custom data Extra information attached to the call Whenever a caller selects the menu choice you can attach a custom data variable to the call with the value you define text 10 8 ADMINISTERING TELEVANTAGE or numeric That value can be seen by users or used to automate call handling For more information see Defining custom data variables on page 11 13 Menu choice actions The following table lists the actions that you can choose Action Description Transfer to user Transfers the call to a TeleVantage user Send to voicemail Transfers the call to a user s voice mailbox Play message Plays a message that you record User login Offers callers the TeleVantage login prompt For options see Customizing login behavior from auto attendants on page 10 19 Dial by name Offers callers the dial by name directory Jump to auto Transfers the call to another auto attendant attendant see the Note following this table Transfer to IVR Transfers the call to an IVR Plug in for Plug in processing Transfer to Queue Transfers the call to a call center q

Administering TeleVantage 7.0

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