Startel Soft Switch Configuration User Guide...7 Introduction This document describes how to use the St artel “Web Config” tool to configure the Startel Soft Switch. Chapters include:

Startel Soft Switch

Configuration

User’s Guide

While every attempt is made to ensure both accuracy and completeness of information included in this document, errors can occur, and updates or improvements may be implemented without notice. For these reasons, Startel cannot accept responsibility for the complete accuracy of this data.

Microsoft, Windows, Windows 7, Windows XP Professional, Windows 2008 Server, SQL Server 2008, Microsoft Internet Information Ser-vices (IIS) are copyrights, trademarks, or registered trademarks of Microsoft Corporation.

All other brand and product names are trademarks or registered trademarks of their respective holders.

Part Number: 91-1182-001

This manual reflects Vmanager version 0.1.24.

© Copyright 2011 by Startel Corporation

The information contained herein is proprietary to, and considered a trade secret of, Startel Corporation, and shall not be reproduced, transmitted, transcribed, or stored in any retrieval system in any form or by any means, electronic, mechanical, magnetic, optical, chemi-cal, manual, or otherwise, without the express written permission of Startel Corporation, 16 Goodyear, Bldg. B # 125, Irvine, California 92618, U.S.A.

Revision Date: January 12, 2012

Table of Contents

Introduction ....................................................................................................... 7

Understanding the Soft Switch........................................................................ 9

Terminology .................................................................................................... 10

Note to Users Converting to the Soft Switch from the Digital Switch... 12

What Happens when a Call Enters the Soft Switch ..................................... 13

Introduction to the Startel “Web Config” Interface ..................................... 15

System Maintenance Summary................................................................. 17

Switch Config Summary ............................................................................ 18

Visual Dialplan Summary........................................................................... 19

Voice Logger Summary ............................................................................. 20

Voice Mail Summary................................................................................... 21

Getting Started ................................................................................................ 23

Overview: Setting Up Your Soft Switch ........................................................ 24

Before you Begin: Using the “Apply Configuration Changes” Button...... 25

Configuring Call Queues................................................................................ 26

Configuring Your Routing Table ................................................................... 27

Configuring a Lookup Table .......................................................................... 28

Configuring a One Number Lookup Table.................................................... 30

Configuring Conference Bridges .................................................................. 31

Configuring Users........................................................................................... 32

Changing the Admin Username and Password....................................... 32

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Switch Config Plug-in User’s Guide Table of Contents

Adding a User Account.............................................................................. 33

Soft Switch “Web Config” Reference ........................................................... 35

System Maintenance ...................................................................................... 36

System Maintenance > Users .................................................................... 37

Adding a User Account .............................................................................38

Configure User Details Settings .............................................................39

System Maintenance > Backup & Restore ............................................... 41

Creating a Backup ....................................................................................42

Restoring a Backup ..................................................................................42

System Maintenance > Remote Access Control ..................................... 43

Adding a Remote Address ........................................................................44

System Maintenance > System Status ..................................................... 45

System Maintenance > Access Logs........................................................ 47

Switch Config .................................................................................................. 48

Switch Config > Call Queues..................................................................... 49

Adding a Call Queue ................................................................................50

Configure Call Queue Details Settings ..................................................52

Switch Config > Call Queues > Bulk Add Queues ....................................59

Call Queue Bulk Generating Settings ....................................................59

Switch Config > Call Queues > Call Queue General Options ..................61

Global Settings for All Call Queues .......................................................62

Switch Config > Phones............................................................................. 68

Adding a SIP Phone Extension ................................................................69

Configure SIP Phone Details Settings ...................................................71

Switch Config > Phones > Bulk Add Phones ............................................76

Agent Phone Bulk Generating Settings .................................................77

Switch Config > Phones > SIP Phone General Options ...........................78

SIP Phone Global Settings ....................................................................79

Switch Config > Trunks.............................................................................. 83

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Adding a Trunk .........................................................................................83

Configure Trunk Details Settings ...........................................................84

Switch Config > Conferences.................................................................... 85

Adding a Conference Bridge ....................................................................86

Switch Config > Global Features .............................................................. 87

Defining Global Switch Settings ...............................................................87

Global Switch Features Settings ............................................................87

Visual Dialplan ................................................................................................ 90

Visual Dialplan > Scenario Groups ........................................................... 91

Adding a Scenario Group .........................................................................92

Visual Dialplan > Scenario List ................................................................. 93

Adding a Scenario ....................................................................................94

Step1: Configuring General Scenario Settings ......................................95

Step 2: Defining Extension Patterns for a Scenario ...............................97

Step 3: Defining Scenario Call Flow ......................................................99

Startel Pre-Defined Base Scenarios .......................................................103

Call Flow Elements Used in Base Scenarios .........................................107

Importing to Visual Dialplan > Scenarios from an .XML File ..................112

Importing to Visual Dialplan > Scenarios from a .CSV File ....................112

Visual Dialplan > One Number Lookup .................................................. 114

Adding Items to a One Number Lookup Table .......................................115

Visual Dialplan > Lookup Table............................................................... 117

Adding an Item to the Lookup Table .......................................................118

Visual Dialplan > Routing Table .............................................................. 119

Adding Items to the Routing Table .........................................................120

Importing Routing Table Entries From a .CSV File ................................121

Exporting Routing Table Entries to a .CSV File ......................................123

Visual Dialplan > Audio Files................................................................... 124

Voice Logger ................................................................................................. 125

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Voice Logger > Most Recent Loggers .................................................... 126

Voice Logger > All Loggers ..................................................................... 127

Voice Logger > Archived Folders ........................................................... 128

Opening an Archived Folder ...................................................................129

Voice Logger > General Options............................................................. 130

Performing a Voice Logger “Advanced Search”................................... 132

Voice Mail ...................................................................................................... 133

Index............................................................................................................... 135

6

Introduction

This document describes how to use the Startel “Web Config” tool to configure the Startel Soft Switch.

Chapters include:

Chapter 1 — "Understanding the Soft Switch" (page 9)

This chapter introduces concepts and features that are fundamental to the Startel Soft Switch. It is recommended that you read this section before you begin configuring your Soft Switch.

Chapter 2 — "Getting Started" (page 23)

This chapter contains simplified procedures that you can follow to get your switch up and running quickly.

Chapter 3 — "Soft Switch “Web Config” Reference" (page 35)

This chapter is a comprehensive reference, providing details on each of the sections, screens, and settings that comprise the Web Config interface. Sections in this chapter are organized to match the Menu/Submenu organization of the tool. That is, each section corresponds to a primary menu item (i.e., System Maintenance, Switch Config, etc.). Sub-sections correspond to sub-menu items, ordered from left to right.

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Startel Soft Switch Configuration User’s Guide Introduction

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Chapter 1:

Understanding the Soft Switch

This chapter introduces concepts and features that are fundamental to the Startel Soft Switch. It is recommended that you read this section before you begin configuring your Soft Switch.

Sections include:

Terminology (page 10)

This section defines some of the terminology that is most basic to the Startel Soft Switch. Reading this section will help you understand the switch, this document, and the Web Config interface that you will use to configure and maintain the switch.

What Happens when a Call Enters the Soft Switch (page 13)

This section describes how the Startel Soft Switch processes incoming calls. In addition, it provides links to instructions for configuring described processes and system components. Before reading this section, please review the terminology defined in the previous section.

Introduction to the Startel “Web Config” Interface (page 15)

This section introduces the Soft Switch “Web Config” interface, and summarizes the Main Menu sections that you will use to configure and maintain the switch, and primary switch features.

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Startel Soft Switch Configuration User’s Guide Understanding the Soft Switch

TERMINOLOGYBefore you begin using the Web Config application to configure your Startel Soft Switch, it will be helpful to read this section, which defines some of the terms associated with the Soft Switch and Soft Switch application components.

These terms are used in the Web Config interface, in this document, and by the Startel support personnel who may assist you in the configuration and mainte-nance of your Startel Soft Switch.

Argument: In this manual, this refers to a value supplied by a Scenario to a Base Scenario containing an Argument variable. Argument variables are written like ${ARG1}, ${ARG2}, ${ARG3}, and so on.

Audio Files: Audio files are used in a Startel system to play various types of recordings to callers, and sometimes to Agents. To record audio files for your site, you will normally call a telephone number provided by Startel, and record statements following a series of voice prompts.

ANI: Stands for Automatic Number Identification. This is the phone number of the calling party as transmitted by an incoming call. This is normally, but not necessarily, a 10-digit number.

Backup File: A Soft Switch file that preserves a particular set of Soft Switch configuration parameters so that they can be restored to the Soft Switch, or transferred to another Soft Switch, if necessary. Backup Files can be created at System Maintenance > Backup & Restore, or, optionally, when you save configuration parameters using the Apply Configuration Changes button on the Web Config Main Menu.

Base Scenario: A pre-defined Scenario that another Scenario can reference. It will normally describe most (if not all) of what the Soft Switch needs to do to process a call. What makes it usable as a “base” is that it uses variables and not specific values for things like Call Priority and Call Queue IDs. (Specific values for such parameters are provided in a Scenario that references the Base Scenario.) When you purchase the Soft Switch from Startel, it comes with a set of pre-defined Base Scenarios that are designed specifically to meet current customer needs. Using these as a starting point, you can typically define Scenarios that require very little additional programming.

Call Flow: A set of Scenario-specific instructions that determine how a call is handled once it enters the Startel system. Startel will typically help you configure Call Flow elements for your site’s Scenarios. Call Flow elements are the building blocks that define a Call Flow.

Call Queue: Call Queues are the Soft Switch mechanisms that direct calls to appropriate agents. (They also control various settings that affect calls before they’re connected to agents. For example, they determine how long a call will ring one agent before being presented to another agent, how many callers can be waiting in the Queue at the same time, and so on.) Call Queues are defined at Switch Config > Call Queues; the association between Call Queues and

NOTE: In the definitions below, terms that are defined in this glossary are shown in bold italic text.

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incoming calls is defined in Scenarios. Call Queues typically correspond to Affinity Groups in the Admin Controls Affinity Groups plug-in.

DID: The number that enters the Soft Switch from the phone company. DIDs—which you will need to purchase and provide to your clients—are the phone numbers that you will answer for your clients. (This is normally, but not necessarily, a 10-digit number.) When a Soft Switch configuration screen asks for a DID, the number should be entered without parentheses, spaces, or dashes. (For example, enter 9495558766, NOT (949) 555-8766.)

IAX: One of the VOIP (Voice Over Internet Protocol) Phone protocols supported by the Startel Soft Switch. Please note: The IAX protocol is not supported for agent phones.

Lookup Table: A mechanism that the Soft Switch can use, if necessary, to convert an incoming number to another number needed by the Soft Switch Routing Table. Lookup Table conversions may be needed if the Client “Extension” required by the Routing Table is not provided by the dialed number. You configure your system Lookup Table at Visual Dialplan > Lookup Table. (See also One Number Lookup.)

Note: If your system has a Lookup Table, it will be checked automatically for every incoming call, even if conversion is not required.

NAT (Network Address Translation): Describes a scenario in which a network device (usually a firewall) assigns a public IP address to a computer, or group of computers, inside a private network. The purpose of NAT is normally to limit the number of public IP addresses required by an organization.

One Number Lookup Table: An optional Soft Switch feature that allows you to save money by providing the same DID to multiple clients.

When a DID enters the Soft Switch, and your site has a One Number Lookup Table, this table is checked for that DID. If it’s listed there, the ANI or RDNIS associated with the call will be used (instead of the DID) to route the call to the appropriate Scenario. (Note: The Routing Table is not used for calls associated with the One Number Lookup table.) You configure a One Number Lookup Table at Visual Dialplan > One Number Lookup.

Routing Table: The Routing Table is the Soft Switch mechanism that directs incoming calls to the appropriate Scenarios. The system Routing Table is configured at Visual Dialplan > Routing Table. (Note: The Routing Table is not used for calls associated with a One Number Lookup Table.)

RDNIS: In a case where an incoming call has been forwarded from another number, this is the originally dialed number from which a call was forwarded.

Scenario: Scenarios are sets of instructions used by the Soft Switch to determine how calls of different types should be handled. If your call center provides the same set of services to all clients, and all agents can answer all calls, you may only need to define a single Scenario. However, most call centers require multiple Scenarios, each providing a different set of services for clients with distinct and separate needs. Scenarios are defined at Visual Dialplan > Scenario List. But note: Startel normally defines Scenarios for you.

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Scenario Group: When you define Scenarios and Routing Tables and other fundamental Soft Switch mechanisms, you will notice that you are required to specify Scenario Group parameters. Scenario Groups—which are pre-defined for you by Startel—are used as a means of identifying or assigning the “entry points” that should be used for the calls that flow in and out of the Startel system. Most sites will use two primary Scenario Groups—Incoming, and Outdials—which differentiate between incoming and outgoing calls. Additional Groups are sometimes used to differentiate between different types of incoming or outgoing calls. For example, a Central Office group may be used for incoming DIDs, and an Internal group may be used for SIP phones. In any case, Startel will instruct you on how to use the Scenario Groups that are defined and best suited for your particular system.

SIP: One of the VOIP (Voice Over Internet Protocol) Phone protocols supported by the Startel Soft Switch. SIP stands for Session Initiated Protocol.

Voice Logger: A Startel feature that records live inbound and outbound phone conversations and stores them as discreet digital recordings (MP3) for future playback. The integrated relational database allows quick and powerful queries for locating recordings by date, time, agent, Caller ID, or Customer ID. This feature is perfect for performance reviews and training, and if necessary, for resolving disputes over what was communicated during phone calls. Screens and settings for managing Voice Logger files (Logger clips) are accessed by selecting Voice Logger from the Web Config Main Menu.

Note to Users Converting to the Soft Switch from the Digital Switch

If you’re switching to the Startel Soft Switch from a Startel Digital Switch, you’re familiar with “Split Groups.”

With the Soft Switch, the functions previously served by Split Groups are performed by two mecha-nisms: Scenarios and Call Queues.

Scenarios provide the basic instructions that determine how calls of different types are handled—including which Call Queue a call is sent to.

Call Queues, which correspond to Affinity Groups, are the mechanisms that direct calls to appro-priate agents. Call Queues also control various settings that affect what a caller experiences before being connected to an agent, or Voice Mailbox. For example, the Call Queue determines how long a call will ring one agent before being presented to another agent, how many callers can be waiting in the Queue at the same time, and so on.

For more on Scenarios and Call Queues, see "Visual Dialplan > Scenario List" on page 93 and "Switch Config > Call Queues" on page 49.

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WHAT HAPPENS WHEN A CALL ENTERS THE SOFT SWITCHThe table below describes how the Startel Soft Switch processes incoming calls. In addition, it provides links to instructions for configuring the described processes and system components.

Before reading this information, please review the “terminology” that precedes this section. Terms defined there are shown here in boldface text.

NOTE: Startel will assist you in configuration tasks that require advanced skills and knowledge.

Action Description For Config Info. . .

1: Incoming Call Enters Soft Switch....

When a call enters the Soft Switch, the Soft Switch notes the DID (ten-digit number that is received from the phone company).

2: Soft Switch checks One Number Lookup Table, if present.

or....

If your site has a One Number Lookup Table, it’s checked to see if the DID is listed in the table. If it is, the ANI or RDNIS associated with the call is used to route the call to the appropriate Scenario.

Note: The Routing Table is not used for calls associated with the One Number Lookup Table.

See "Visual Dial-plan > One Num-ber Lookup" on page 114.

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2: Soft Switch checks Lookup Table.

If the DID is listed in a One Number Lookup Table, this step is skipped. If your system has a Lookup Table, it’s checked to see if the DID is listed there. If it is, one of two things will occur:

• The Lookup Table will assign the call to a Scenario. (For troubleshooting purposes, this is not recom-mended.)

• The Lookup Table will convert the number, as defined in the table, and send the new number to the Routing Table.

See "Visual Dial-plan > Lookup Table" on page 117.

3: Soft Switch checks Routing Table for Client Extension.

The Soft Switch checks the system Routing Table for the “Client Extension” associated with the call. (This cor-responds to the “Called Number” in Client Mainte-nance.)

The Client Extension will be taken from the DID, or be passed to the Routing Table from the Lookup Table.

See "Visual Dial-plan > Routing Table" on page 119.

4: Routing Table assigns call to Scenario.

Based on the Client Extension, the Routing Table directs the call to the appropriate Scenario.

See "Visual Dial-plan > Scenario List" on page 93.

5: The Scenario implements the defined “Call Flow.”

The Scenario implements defined Call Flow instruc-tions, which will determine such things as:

• Which Call Queue the call is sent to.

• If the call will go to a live agent, or Voice Mail.

• What, if any, recordings are played to the caller.

• If the call is recorded.

• And so on.

See "Step 3: Defin-ing Scenario Call Flow" on page 99.

NOTE: Some aspects of a call are controlled by the configuration of system phones. Phone are configured at Switch Config > Phones, and will typically require assistance from Startel.

Action Description For Config Info. . .

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INTRODUCTION TO THE STARTEL “WEB CONFIG” INTERFACEThe “Web Config” application associated with the Startel Soft Switch is the inter-face that you will use to configure and maintain the Soft Switch.

To launch the Soft Switch “Web Config” application, you will go to a defined URL, then enter the appropriate Username and Password in the displayed login page.

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The Web Config interface is organized into five primary sections, each corre-sponding to an item on the Web Config Main Menu.

For summary information on each of these Main Menu sections, see the following topics:

System Maintenance Summary (page 17)

Switch Config Summary (page 18)

Visual Dialplan Summary (page 19)

Voice Logger Summary (page 20)

Voice Mail Summary (page 21)

NOTE: If you have not been provided with a Username and Password, speak to your System Administrator or a Startel representative. The Username and Password you use to log in to the Web Config application are associated with a “role” that determines access rights in the application. This User Guide assumes that you have the FULL access rights associated with a System Administrator role. If the Username and Password you enter is associated with a more limited role, you will not be able to access some areas of the Web Config interface.

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System Maintenance Summary

The System Maintenance section of the Web Config interface contains screens and settings that allow you to manage user access to the Web Config application, backup and restore Soft Switch configuration files, configure remote access to the Soft Switch, and review Soft Switch status information.

To access this section, select System Maintenance, then select an item from the drop-down menu.

System Maintenance is organized into the following sub-sections:

Users: Allows you to add, delete, and edit the list of users who are authorized to use the Web Config application. For complete information, see "System Maintenance > Users" on page 37.

Backup & Restore: Allows you to create and manage Backup Configuration files for your Startel Soft Switch. For complete information, see "System Maintenance > Backup & Restore" on page 41.

Remote Access Control: Allows you to give remote devices (i.e., remote IP Addresses or remote MAC Addresses) the ability to connect to your Soft Switch through the server’s firewall. For complete information, see "System Maintenance > Remote Access Control" on page 43.

System Status: Displays status information on the various systems and processes that comprise your Startel Soft Switch. For complete information, see "System Maintenance > System Status" on page 45.

Access Logs: Records all the user activity that occurs in the Web Config application. For complete information, see "System Maintenance > Access Logs" on page 47.

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Switch Config Summary

The Switch Config section of the Web Config interface is where you configure Call Queues, phones, trunks, and conference bridges for your Startel system. To access this section, select Switch Config, then select an item from the drop-down menu.

Switch Config contains the following sub-sections:

Call Queues: Allows you to define and manage the Call Queues for your system. Call Queues are the mechanism that the Soft Switch uses to direct calls to the appropriate agents for handling. Call Queues correspond to the Affinity Groups that are defined for your system in the Admin Controls Affinity Groups plug-in. For complete information, see "Switch Config > Call Queues" on page 49.

Phones: Allows you to define and manage the phones for your system. Since configuring phones requires advanced technical knowledge, Startel will normally assist you with this procedure. For more information, see "Switch Config > Phones" on page 68.

Trunks: Allows you to define and manage the trunks for your system. For complete information, see "Switch Config > Trunks" on page 76.

Conferences: Allows you to set up conference bridges for your system. For complete information, see "Switch Config > Conferences" on page 85.

Global Features: Displays a screen where you can configure and enable features that apply globally to your switch. For complete information, see "Switch Config > Global Features" on page 87.

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Visual Dialplan Summary

The Visual Dialplan section of the Web Config interface is where you define and manage Scenario Groups, Scenarios, the One Number Lookup Table, Lookup Table, and Routing Table for your system. It also contains a section for managing audio files. To access this section, select Visual Dialplan, then select an item from the drop-down menu.

Visual Dialplan contains the following sub-sections.

Scenario Groups: Contains the features used to define and manage Scenario Groups for your system. Scenario Groups—which will be defined for your system by Startel—are used as a means of identifying or assigning the “entry points” (i.e., the ports or network connections) that should be used for the calls that flow in and out of your system. For more information, see "Visual Dialplan > Scenario Groups" on page 91.

Scenario List: Allows you to add Scenarios into your system. Scenarios are the sets of instructions that are used by the Soft Switch to determine how calls of different types should be handled. For complete information, see "Visual Dialplan > Scenario List" on page 93.

One Number Lookup: Allows you to define and manage a One Number Lookup Table. This is an optional feature that makes it possible to provide the same DID to multiple clients, or all clients. For complete information, see "Visual Dialplan > One Number Lookup" on page 114.

Lookup Table: Allows you to define and manage a Lookup Table. A Lookup Table is necessary if your Soft Switch will receive incoming phone numbers whose last four digits do not identify the associated client. A Lookup Table can use the ANI or RDNIS (originally dialed number from which a call was forwarded) associated with the call to “look up” the appropriate Client Extension value, or it can simply translate the DID into the required value. This is then passed to the system Routing Table. For complete information, see "Visual Dialplan > Lookup Table" on page 117.

Routing Table: Allows you to define and manage your system’s Routing Table. The Routing Table is the Soft Switch mechanism that directs calls to the “Scenarios” that determine how individual calls should be handled. For

Your system may not need a One Number Lookup Table and/or Lookup Table.

Note: Whenever you select an item on the Visual Dialplan menu, a Dialplan Validation link appears on the Visual Dialplan sub‐menu bar. Clicking this link directs the system to check that all Dialplan parameters are valid. An error is reported if invalid items are found.

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complete information, see "Visual Dialplan > Routing Table" on page 119.

Audio Files: Opens a screen and set of features that are currently under development for future use. For more information, see "Visual Dialplan > Audio Files" on page 124.

Voice Logger Summary

The Voice Logger section of the Web Config interface is used to manage the voice files (Logger clips) that are generated by your system’s Voice Logger. To access features in this section, select Voice Logger, then select an item from the drop-down menu.

Voice Logger contains the following sub-sections.

• Most Recent Loggers: Allows you to view your most recently recorded Voice Logger clips. The newest clips are listed at the top of the screen. For complete information, see "Voice Logger > Most Recent Loggers" on page 126.

• All Loggers: Allows you to view all the Voice Logger clips, including those that have been archived. For complete information, see "Voice Logger > All Loggers" on page 127.

• Archived Folders: Displays a screen that lists your Voice Logger Archive folders. You can open these archives, if necessary, to locate an archived Logger clip. For complete information, see "Voice Logger > Archived Folders" on page 128.

• General Options: Allows you to set Voice Logger Archiving parameters for your system. For complete information, see "Voice Logger > General Options" on page 130.

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Voice Mail Summary

At the time of this writing, Voice Mail features in the Web Config application are not fully supported or recommended, unless under the specific guidance of Startel Technical Support personnel. Consequently, instructions for configuring Voice Mail are not included in this manual.

NOTE: Voice Mail functionality available in other applications can be integrated into your system with the assistance of Startel. Voice Mail features built-in to the Web Config application are currently under development, and will be available in the near future.

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Chapter 2:

Getting Started

This chapter provides instructions designed to help you get your Soft Switch up and running quickly.

Before performing the procedures described in this section, please read the introductory sections of Chapter 1 to gain a general understanding of features and mechanisms that you will be setting up.

For more detailed information on specific screens and features introduced here, please refer to reference topics provided in Chapter 3.

Sections in this Chapter include:

Overview: Setting up your Soft Switch (page 24)

Before you Begin: Using the “Apply Configuration Changes” Button (page 25)

Configuring Call Queues (page 26)

Configuring Your Routing Table (page 27)

Configuring a Lookup Table (page 28)

Configuring a One Number Lookup Table (page 30)

Configuring Users (page 32)

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Startel Soft Switch Configuration User’s Guide Getting Started

OVERVIEW: SETTING UP YOUR SOFT SWITCHThe table below lists the “Web Config” procedures that are necessary for setting up your Startel Soft Switch. Procedures are listed in the generally recommended order, though, for some procedures, the order is not critical.

Startel personnel will perform some of these procedures for you. Others you can do yourself, or with minimal assistance from Startel. For each listed procedure, you are shown who will typically perform the procedure (Startel or Customer), and where to find information associated with the procedure.

NOTES:

Before performing the procedures described in this section, please read the introductory sections of Chapter 1.

Where Customer is marked with an asterisk (i.e., Customer*), this is intended to indicate that assistance from Startel may be required.

If a procedure title is marked with an asterisk, this indicates that the procedure is for an optional feature, or a feature that may not be required for your site (for example, your site may not require a Lookup Table).

Where procedures described in Chapter 3 have been omitted from this list (for example, configuring Voice Logger preferences), Startel recommends accepting system default settings, at least to start. Once you get things up and running, you can follow additional instructions in Chapter 3 to fine tune your system.

Configuring phones is a procedure that will be initially performed by a Startel installer. However, once phones are initially set up, you should be able to follow instructions in Chapter 3 to add additional phones, if necessary. Simply duplicate the settings that were selected by the installer, and request assistance, if necessary.

Recommended Order

Procedure Who will Configure?

Quick Instructions

More Info

1 Configure Phones Startel N/A Page 68

2 Configure Call Queues Customer* Page 26 Page 49

3 Configure Trunks Startel N/A Page 83

4 Define Scenario Groups Startel N/A Page 91

5 Define Scenarios Startel N/A Page 93

6 Define Routing Table Customer Page 27 Page 119

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7 Define Lookup Table* Customer Page 28 Page 117

8 Define One Number Lookup Table* Customer Page 30 Page 114

9 Define Conference Bridges* Customer Page 31 Page 85

10 Change Admin User name and Password

Customer Page 32 Page 37

11 Define User Accounts Customer Page 32 Page 37

Recommended Order

Procedure Who will Configure?

Quick Instructions

More Info

BEFORE YOU BEGIN: USING THE “APPLY CONFIGURATION CHANGES” BUTTON

Whenever you make any kind of change to Soft Switch settings, a button like the following appears on the Web Config Main Menu:

If this button is not present on the Main Menu, it means that no changes have been made in the Web Config application since the last “Apply” to the switch.

Clicking the Apply Configuration Changes button is what actually applies changes to the Soft Switch. (Clicking Save in a dialog box does not save to the switch. It only saves to the local applica-tion.) It is not necessary to restart the switch for changes to take effect. They become active as soon as you click this button.

You can decide how often to click the Apply Configuration Changes button. Like any software program, it’s always wise to save often, to make sure that configuration changes are not lost if there is a problem with the application.

Whenever you do click it, you are given the option of creating a Backup file. If you opt to create a Backup file, the Backup file will represent the NEW Soft Switch configuration, not the previous one. (See "System Maintenance > Backup & Restore" on page 41 for more on Backup files.)

When you click the Apply Configuration Changes button, you will receive an error message if the new configuration contains invalid Dialplan parameters. For information on Dialplan parameters, see the "Visual Dialplan" section that starts on page 90.

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CONFIGURING CALL QUEUESThese instructions are designed to help you quickly define Call Queues for your system. Call Queues, which correspond to Affinity Groups, are the Soft Switch mechanisms that direct incoming calls to appropriate agents.

Follow these steps to quickly define Call Queues for your site:

1 Select Switch Config > Call Queues from the Web Config Main Menu.

2 Click to display the Call Queue “Quick Add” bar.

3 In the Queue ID field, type the number that you want assigned to the Call Queue. This number should match the Affinity Group appropriate for the Call Queue.

4 In the Queue Name field, Startel recommends that you duplicate the Queue ID value. This is not required, but is recommended for troubleshooting pur-poses.

5 In the Description field, type a description for the Call Queue. (For example, “High Priority Clients,” or “Spanish Speaking Queue.”) This field is not manda-tory, but it’s useful for helping you to distinguish between multiple Call Queues.

6 Notice the default values for Ring Strategy and Timout:

• Leastrecent is the default selection for Ring Strategy. This is the Star-tel-recommended setting. This ring strategy rings the agent least recently called by the Call Queue.

• In the Timeout field, 20 is entered to specify that an agent’s phone should ring for 20 seconds before a Timeout is applied to the agent. When a Timeout occurs, the Call Queue stops ringing that agent and sends the call to another one.

7 Enter 0 in the Retry field. This is the Startel-required value. This specifies how many seconds to wait after a Timeout before ringing the next available agent.

8 When you’re finished, click Add.

The Configure Call Queue Details dialog opens.

9 Notice the Enable Queue checkbox. This is checked by default. If you want to wait before enabling this Call Queue for service, de-select the checkbox.

10 For the time being, ignore additional settings and click Save.

11 Repeat Steps 2 - 10 to define additional Call Queues. You should have a sep-arate Call Queue for each of the Affinity Groups that are defined for your site.

NOTE: To perform this procedure you will need the Affinity Group numbers that you have defined and assigned to clients and agents in the Affinity Groups, Agent Maintenance, and Client Maintenance plug-ins.

To fine tune, please see the information provided in Chapter 3 under the heading: "Switch Config > Call Queues" (page 49).

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12 When you’re ready to save changes to the Soft Switch, click

on the Main Menu bar.

Once you have initially defined all the Call Queues that are necessary for your site, you can re-open each and configure additional settings to fine tune your Call Queues. For guidance on “fine tuning,” see "Switch Config > Call Queues" on page 49.

CONFIGURING YOUR ROUTING TABLEThese instructions are designed to help you quickly define the Routing Table for your system. The Routing Table is the Soft Switch mechanism that assigns calls to the “Scenarios” that define how they should be handled.

Follow these steps to quickly define a Routing Table:

1 Select Visual Dialplan > Routing Table from the Web Config Main Menu.

2 Click to display the Routing Table “Quick Add” bar.

3 Open the Scenario Group drop-down menu and select the Scenario Group that should be used for this Extension.

4 In the Extension field, enter the extension that identifies the client associated with the entry. (This will be the client’s “Called Number” in Client Maintenance, and, ideally, also the “Client ID.”)

NOTES:

Some Call Queue settings can be applied both to individual Call Queues, and “globally” to all Call Queues. In the event of a conflict, settings configured for individual queues override global settings.

For information on the settings available for individual Call Queues, see "Configure Call Queue Details Settings" on page 52.

For information on the settings available for all Call Queues, see "Global Settings for All Call Queues" on page 62.

NOTES:

To perform this procedure, you will need a list of the “Called Numbers” that have been assigned to individual clients in Client Maintenance. (In the Routing Table, these are referred to as “Extensions.”)

You will also need to know which Scenario Group and Scenario to use for each listed “Extension.”

Scenario Groups and Scenarios and are normally defined for you by Startel (or with the assistance of Startel).

For more on the Routing Table, please see the information provided in Chapter 3 under the heading: "Visual Dialplan > Routing Table" (page 119).

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5 Open the Forward Scenario drop-down menu and select the Scenario to which calls for this client/extension should be sent.

6 When you’re finished, click Add Route.

The new entry is added to the Routing Table—enabled, by default.

7 Repeat steps to add additional entries to the Routing Table.

8 To apply the changes to the Soft Switch, click on

the Main Menu bar.

For more on creating and managing a Routing Table, see "Visual Dialplan > Routing Table" on page 119.

CONFIGURING A LOOKUP TABLEThese instructions are designed to help you quickly define a Lookup Table for your system. A Lookup Table is a mechanism that can be used, if necessary, to “lookup” the client associated with an incoming call. (The DID, ANI, or RDNIS associated with the call can be used to identify the client.)

Some systems do not require a Lookup Table. You will only need a Lookup Table if the Client “Extensions” that are needed by the Routing Table are not provided by some or all of the phone numbers that enter your Soft Switch. (“Extension” values are the associated clients’ Called Numbers in Client Maintenance, and, ideally, also their Client IDs.)

Follow these steps to quickly define a Lookup Table:

1 Select Visual Dialplan > Lookup Table from the Web Config Main Menu.

2 Click to display the Lookup Table “Quick Add” bar.

NOTES:

To perform this procedure, you will need a list of the incoming phone numbers that don’t provide client “Extensions.” (These may include DIDs that are not unique to a single client, and “original phone numbers” from which calls may be forwarded to the Soft Switch (called RDNIS numbers).

You should also know which Scenario Group to use for each incoming phone number. (It will normally be Incoming. Consult with Startel if you aren’t sure.) Scenario Groups are defined for you by Startel.

Only those numbers that don’t provide the required “Extension” values (that is, which don’t immediately identify the client) need to be added to the Lookup Table.

For more on the Lookup Table, please see the information provided in Chapter 3 under the heading: "Visual Dialplan > Lookup Table" (page 117).

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3 Open the Scenario Group drop-down menu and select the Scenario Group appropriate for the entry. This will normally be Incoming. If your site has mul-tiple defined Scenario Groups, and you are unsure which to select, consult Startel for assistance.

4 In the DID field, enter the phone number for which the “lookup” is required. This is the number that is sent from the phone company to the Soft Switch.

5 If you want to identify the client associated with the incoming phone number based on the call’s ANI (the phone number of the calling party), enter the ANI into the ANI field (digits only—no spaces, dashes or parenthesis).

6 If you want to identify the client associated with the incoming phone number based on a re-directed call’s originally dialed number, enter that number into the RDNIS field. (An RDNIS is an originally dialed number associated with a forwarded call.)

7 Notice the Forward Scenario field. This is an optional field that you can use if you want to bypass the Routing Table and assign the call to a Scenario directly from the Lookup Table. For troubleshooting purposes, this is NOT recom-mended, so normally you will skip this field and retain the default setting of N/A.)

8 In the Forward Extension field, enter the extension assigned to the client associated with the call. This number— which is the “Called Number” (and, ideally, also the Client ID) in Client Maintenance—corresponds to the Exten-sion value in the system Routing table. (Note: This value is required, even if you opt to send the call directly to a Scenario using the Forward Scenario fea-ture.)

9 When you’re finished, click Add Lookup.

The entry is now listed at the top of the Lookup table—enabled, by default.

10 Repeat steps for each incoming phone number for which a “look-up” will be necessary.

11 To apply your changes to the Soft Switch, click on

the Main Menu bar.

For more on creating and managing a Lookup Table, see "Visual Dialplan > Lookup Table" on page 117.

DID, ANI, and RDNIS numbers should be entered with no spaces, dashes, or parenthesis.

Extension numbers are normally, but not necessarily, 4 digits.

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CONFIGURING A ONE NUMBER LOOKUP TABLEThese instructions are designed to help you quickly define a One Number Lookup Table for your system. You will need to use a One Number Lookup Table if you have provided (or will provide) the same DID to multiple clients.

Follow these steps to add items to a One Number Lookup table:

1 Select Visual Dialplan > One Number Lookup from the Web Config Main Menu.

2 If the “DID List” option is not already selected, click the link that is labeled Switch to DID List.

3 Click to display the One Number Lookup “Quick Add” bar.

4 Open the Scenario Group drop-down list and select the Scenario Group for which this entry should apply. This will normally be incoming.

5 In the DID field, enter the DID number that you want “looked up.”

6 If you want the ANI associated with the call to identify the associated client, select the Lookup ANI checkbox. (The ANI is the phone number of the calling party.)

7 If you want the RDNIS associated with the call to identify the associated client, select the Lookup RDNIS checkbox. (The RDNIS is the originally dialed num-ber from which a call was forwarded.)

8 Click Add DID.

The item is now added to the One Number Lookup table.

9 Click the Switch to Exten List link at the top of the screen.

10 Click to display an Extension List “Quick Add” bar.

NOTE: To perform this procedure you will need:

• One or more DIDs to add to the table.

• For each DID: The “Called Number” values assigned (in Client Main-tenance) to the clients who will share the DID.

• For each client associated with a given DID: The ANI and/or RDNIS number(s) that will be used to identify the client associated with an incoming call.

NOTE: It’s OK to select both Lookup ANI and Lookup RDNIS for an entry.

For more information, please see "Visual Dialplan > One Number Lookup" (page 114).


30


11 In the Exten field, enter one of the ANI or RDNIS numbers that will be associ-ated with the DID you just entered. This should be entered with no spaces, dashes, or parentheses.

12 Open the Forward Scenario drop-down menu and select the Scenario that should be used for the call.

13 Fill in the Forward Client ID field with the “Called Number” value (ideally, also the Client ID) that is assigned to the appropriate client in Client Maintenance.

14 Click Add Exten.

15 Repeat Steps 10 - 14 for each ANI or RDNIS number that you want to associ-ate with the DID you entered in Step 5.


the Main Menu bar.

17 Repeat Steps 2 - 15 for each DID for which a “One Number Look Up” is nec-essary.

CONFIGURING CONFERENCE BRIDGESThese instructions are designed to help you quickly define conference bridges, which you may or may not need for your system. Conference bridges allow multi-ple callers to be connected to conference calls.

Follow these steps to define a conference bridge:

1 Select Switch Config > Conferences from the Web Config Main Menu.

2 Click to display a Conference Bridge “Quick Add” bar.

3 In the Conference ID field, type an ID number for the conference bridge, or skip to accept the default ID (100, 101, 102, etc.).

4 In the User Pin field, type a string of digits to serve as a User Pin for access-ing the conference bridge.

5 In the Admin Pin field, type a string of digits to serve as an Administrator Pin for accessing the conference bridge.

6 When you’re finished, click Quick Add.

The conference bridge is added to the Conferences list.

NOTES:

These conference bridges are NOT the same as the “Meet Me” bridges that can be defined using the Admin Controls Meet Me plug-in.

When you have defined conference bridges for your system, callers will access these bridges as defined by the Scenarios associated with their calls.

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7 Repeat Steps 2-6, if necessary, to define additional conference bridges.


the Main Menu bar.

CONFIGURING USERS User Accounts are the means by which you control access to Web Config screens and settings. At installation, your Web Config application is set up with two default User Accounts: Admin and Logger.

The Admin account provides unrestricted access to ALL Web Config screens and features. The Logger account allows access to system Voice Log files only.

You may or may not need to define additional User accounts for your system. However, for security reasons, you should at least change the default User-name and Password assigned to the pre-loaded Admin account.

• Follow the instructions below to change the Username and Password for the Admin account.

• To define additional User accounts, see "Adding a User Account" on page 33.

Changing the Admin Username and Password

Follow these steps to change the Username and Password for the Admin User Account:

1 Log in to the Web Config application using the Administrator Username and Password (should be admin/admin).

2 Select System Maintenance > Users from the Web Config Main Menu.

3 In the displayed Users list, select admin in the Username column.

4 In the pop-up dialog box, enter a new, more secure value in the Username field. (The Username is NOT case sensitive.)

5 In the pop-up dialog box, enter a new, more secure value in the Password field. (The Password IS case sensitive.)

6 Make sure to write the Username and Password down and store it in a secure location.

7 Click Save.

8 Click on the Main Menu bar.

NOTE: If you later want to edit values assigned to a conference bridge,

click the associated icon and make changes in the pop-up screen.

For complete information on defining and managing User Accounts, please see the information provided in Chapter 3 under the heading:

"System Maintenance > Users" (page 37).

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Adding a User Account

Follow these steps to add a new User account (if necessary):


2 Click to display a User “Quick Add” bar.

3 In the Username field, specify the Username that this user will use to log in to the Soft Switch Web Config interface. Usernames are not case sensitive.

4 In the Password field, type the password that this user will use to log in to the Soft Switch Web Config interface. Passwords are case sensitive.


A Configure User Details dialog opens, with the Enable User option selected, and the Username and Password you just specified entered in the Username and Password fields.

6 If you want this User Account to be enabled, leave the Enable User option selected. To disable the account, de-select the checkbox.

7 Fill in the First Name and Last Name fields. (This is optional.) If this User Account will be used by multiple persons, you can leave these fields blank, or make up a generic name, like Mid-level User.

8 Select the appropriate Role assignment for the User Account. The Role assignments is what determines the user’s privileges in the Web Config appli-cation. Choices are:

• Admin Role: This role gives the user complete access to all screens and settings in the Web Config interface, and provides add, edit, and delete privileges anywhere in the application.

• Switch General Role: This role gives the user complete access and full privileges in the Switch Config section of the Web Config application.

• Scenario Configure Role: This role lets the user access and configure Scenario settings in the following Visual Dialplan sub-sections: Visual > Scenario Groups and Visual Dialplan > Scenario Lists. Audio files can also be accessed at Visual Dialplan > Audio Files.

• Scenario Routing Configure Role: This role lets the user access and configure Scenario “call routing” settings in the following Visual Dialplan sub-sections: Visual > One Number Lookup; Visual Dialplan > Lookup Table; Visual Dialplan > Routing Table.

• Voice Mail Role: This role gives the user access to all screens and func-tions in the Voice Mail section of the Web Config application.

• Voice Logger Role: This role gives the user access to Recent Logger clips and archived Logger clips in the Voice Logger section of the Web Config application.

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• Voice Logger Admin Role: This role gives the user access to all screens and functions in the Voice Logger section of the Web Config application.

9 When you’re finished, click Save to save and close.

10 If you’re ready to save changes to the Soft Switch, click


34

Chapter 3:

Soft Switch “Web Config” Reference

This chapter provides details on each of the sections, screens, and settings that comprise the Startel Soft Switch “Web Config” interface.

Chapter topics are organized to match the menu/sub-menu organization of the application. That is, major sections correspond to Main Menu items, and sub-sections correspond to sub-menu items, ordered from left to right.

Primary sections include:

System Maintenance (page 36)

Switch Config (page 48)

Visual Dialplan (page 90)

Voice Logger (page 125)

Voice Mail (page 133)

35

Startel Soft Switch Configuration User’s Guide Soft Switch “Web Config” Reference

SYSTEM MAINTENANCEThe System Maintenance section of the Web Config interface contains screens and settings that allow you to:

Define and manage the users who will have access to the Web Config application.

Backup and Restore Soft Switch configuration files.

Configure remote agent access to the Soft Switch.

Review Soft Switch status information, and, if necessary, restart switch components.

Review Access Logs detailing user activity in the Web Config application.

To access this section, select System Maintenance, then select an item from the drop-down menu.

Refer to the following topics for details on the screens and settings associated with each System Maintenance menu item:

System Maintenance > Users (page 37)

System Maintenance > Backup & Restore (page 41)

System Maintenance > Remote Access Control (page 43)

System Maintenance > System Status (page 45)

System Maintenance > Access Logs (page 47)

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System Maintenance > Users

Selecting System Maintenance > Users displays the screen that you will use to define and manage User accounts for the Soft Switch Web Config application.

User Accounts are the means by which you can control access to Web Config screens and settings. By default, at least two User Accounts are typically pre-defined for your system: Admin and Logger.

The Admin account provides unrestricted access to all Web Config screens and features. The Logger account allows access to system Voice Log files only.

From the System Maintenance > Users screen you can:

Click to define a new User account for your system. (See "Adding a

User Account" on page 38.)

Click on a Username link to review or edit current User settings.

Click Enable or Disable to enable/disable a selected User account.

Click Delete to delete a selected User account.

NOTE: For security reasons, you should be sure to change the default Username and Password assigned to the pre-loaded Admin account. See page 32 for instructions.

NOTE: At the bottom of the Users list, Page controls can be used to change the number of items listed per page, or quickly page through a long list.

To select a listed User, select the checkbox in the far‐right column.

37


Adding a User Account

Follow these steps to add a new User account:


2 Click to display a User “Quick Add” bar.

3 In the fields labeled Quick add a Username, enter values for the following:

• Username: Specify the Username that this user will use to log in to the Soft Switch Web Config interface. Usernames are not case sensitive.

• Password: Specify the password that this user will use to log in to the Soft Switch Web Config interface. Passwords are case sensitive.


The Configure User Details dialog opens.

5 Configure settings as described in the table that follows.


38




Configure User Details Settings

NOTE: Changes you save in Web Config screens are never applied to

the Soft Switch until you click the button.

Note: See page 25 for more on the “Apply Configuration Changes” button.

Setting Instruction

Enable User Select or clear this checkbox to enable/disable the User account for service.

Username Specify the Username that the user will enter to log in to the Web Config application.

Unlike Passwords, Usernames are NOT case sensitive.

Password Specify the Password that the user will enter to log in to the Web Config application.

Passwords are case sensitive.

First Name Enter the user’s first name.

Note: Name fields are optional. If multiple persons will use this User account, you may want to leave the fields blank, or give the account a generic name, like Agent User.

Last Name Enter the user’s last name. (See above note.)

39


Role Select one or more of the following Role options to assign privileges to the user account.

Choices are:

• Admin Role: This role gives the user complete access to all screens and settings in the Web Config interface, and provides add, edit, and delete privileges any-where in the application.

• Switch General Role: This role gives the user com-plete access and full privileges in the Switch Config section of the Web Config application.

• Scenario Configure Role: This role lets the user access and configure Scenario settings in the following Visual Dialplan sub-sections: Visual Dialplan > Sce-nario Groups and Visual Dialplan > Scenario Lists. Audio files can also be accessed at Visual Dialplan > Audio Files.

• Scenario Routing Configure Role: This role lets the user access and configure Scenario “call routing” set-tings in the following Visual Dialplan sub-sections: Visual Dialplan > One Number Lookup; Visual Dial-plan > Lookup Table; Visual Dialplan > Routing Table.

• Voice Mail Role: This role gives the user complete access to all screens and functions in the Voice Mail section of the Web Config application. (Note: Voice Mail features should only be used if instructed to do so by Startel.)

• Voice Logger Role: This role gives the user access to Recent and Archived Logger clips in the Voice Logger section of the Web Config application.

• Voice Logger Admin Role: This role gives the user complete access to all screens and functions in the Voice Logger section of the Web Config application.

Setting Instruction

40


System Maintenance > Backup & Restore

Selecting System Maintenance > Backup & Restore displays a screen that you can use to create and manage Backup Configuration files for your Soft Switch.

Backup files—which can be created from this screen, or by the

feature on the Main Menu—can be used to restore previ-ous configurations to your Soft Switch in the event that you want to revert to an earlier version.

From the System Maintenance > Backup & Restore screen you can:

Click to create a new Backup file. (See"Creating a Backup" on page 42.)

Click to restore a Soft Switch configuration from a Backup file. (See

page 42.)

Click to delete a listed Backup file.

NOTES: If your Backup & Restore screen contains a “Synchronize with Peer”

feature, it should only be used if directed by Startel.

At the bottom of the Backup Files list, Rows/Page, Previous/Next, and Go to Page controls can be used to change the number of items listed per page, or quickly page through a long Backup list.

41


Creating a Backup

Follow these steps to Backup the current Soft Switch configuration:

1 Select System Maintenance > Backup & Restore from the Web Config Main Menu.

2 Click to display the Backup “Quick Add” bar.

3 In the Backup Description field, enter a name for the Backup. And note: If you want the date included in the Backup Description, you need to add it your-self. It is NOT appended automatically to the description. However, the date IS automatically included in the Backup filename.

4 Click Backup.

The last-saved Soft Switch configuration is saved to the database, and the new Backup file is now listed at the bottom of the Backup & Restore list.

For information on how to restore a Backup configuration to the switch, see "Restoring a Backup" on page 42.

Restoring a Backup

If you find it necessary to restore a backed-up configuration to your Soft Switch, you can do so by locating the Backup file in the Backup & Restore list, then using a “Restore” command to reapply that configuration to the switch.

Please note that it is NOT necessary to reboot after a Restore operation. How-

ever, you do need to click the button. Restored set-

tings are not applied until this “Apply” command is received.

Follow these steps to restore a backed-up configuration to the Soft Switch:

1 Select System Maintenance > Backup & Restore to display a list of Backup files.

2 Locate the Backup file that want to restore.

3 Click in the Backup’s Actions column.

NOTE: Be cautions and think carefully before restoring a Backup. Any changes applied to the switch since the Backup was created will be lost.

You may want to make a Backup of the current configuration before initiating a Restore operation.

42


4 When prompted, select Continue to continue the operation.

5 Click on the Main Menu to apply the changes and

complete the Restore operation.

System Maintenance > Remote Access Control

Selecting System Maintenance > Remote Access Control displays a configura-tion screen that allows you to give remote devices (i.e., remote IP Addresses or remote MAC Addresses) the ability to connect to your Soft Switch through the server’s firewall.

From the System Maintenance > Remote Access Control screen you can:

Click to add a new Remote Address your system. (See "Adding a

Remote Address" on page 44.)

Click to review or edit settings for an existing Remote Address.

Click to delete a Remote Address.

TIP: If the “Apply Configuration Changes” button is not present on the Main Menu after a Restore, you can open any dialog box and simply click Save to make it appear.

43


Adding a Remote Address

Follow these steps to add a new Remote Address:

1 Select System Maintenance > Remote Access Control from the Web Con-fig Main Menu.

2 Click to display a Remote Access “Quick Add” bar.

3 In the fields labeled Quick add Remote Access Control, enter values for the following:

• Remote Phone Address: Specify the remote IP or MAC address that will be connecting to the Soft Switch server.

• Address Type: Open the drop-down menu and select the Type value that describes the Remote Address: IP Address, or MAC Address.


The new Remote Address is now added to the Remote Access Control list, enabled by default.


6 Click on the Main Menu if you want to apply your

changes to the Soft Switch.

NOTE: To disable a Remote Address, select the associated icon,

clear the “Enable” checkbox in the pop-up dialog, then click Save.

44


System Maintenance > System Status

Selecting System Maintenance > System Status from the Web Config Main Menu displays status information on the various systems and processes that com-prise your Startel Soft Switch.

Refer to the table that follows for details on each of the components that appears in the System Maintenance “Status” screen.

System Status Component Description

System General The System General component of the System Status screen displays general information like the Hostname and IP address of the switch, the Distribution Name asso-ciated with your installation, and “Uptime” data to let you know how long your system and Soft Switch have been running uninterrupted.

It also shows you how much time has elapsed since the last Soft Switch reload (i.e, since the “Apply Configura-tion Changes” button was last used).

45


Application Status The Application Status area displays Status information on the various applications, servers, and services that comprise the Startel Soft Switch.

• “OK” is reported when a component is running cor-rectly.

• “FAILED” is reported if there’s a problem.

Additional values report the number of active channels in your system, and the total number of calls that have been processed since the Soft-Switch has been up.

If necessary, you can use Restart icons ( ) in this area to restart the Soft Switch, the API service, or the Vmanager service. But be aware: Performing a restart will discon-nect or terminate calls.

Note: Hovering your mouse over “T1” in this area shows you the status of all the T1s in your system.

Mounted File Systems The Mounted File Systems section shows usage infor-mation for your internal and/or external hard drives.

Network Usage The Network Usage component shows usage information for your different network devices.

System Status Component Description

46


System Maintenance > Access Logs

Selecting System Maintenance > Access Logs from the Web Config Main Menu opens a screen that summarizes user activity in the Web Config application, detailing what each user did in the application, and the dates and log-in times of each session.

The sessions that are listed at the top of the screen are the most recent.

For each listing in the Access Log you can see:

A record ID.

A Description summarizing what the user did in the application.

The Full Name associated with the User account.

The IP address of the machine that logged into the application.

The date and time the event occurred.

Page controls at the bottom of the screen can be used to change the number of items listed per page, or quickly page through a long list of items, if necessary.

If you want to delete one or more items from the list, select the appropriate

checkboxes on the far-right of the screen, then click Delete.

47


SWITCH CONFIGThe Switch Config section of the Web Config interface is where you configure Call Queues, phones, trunks, and (optionally) conference bridges for your Startel system.

To access features in this section, select Switch Config from the Main Menu, then select an item from the drop-down menu.

Refer to the following topics for details on the screens and settings associated with each Switch Config menu item:

Switch Config > Call Queues (page 49)

• Switch Config > Call Queues > Bulk Add Queues (page 59)

• Switch Config > Call Queues > Call Queue General Options (page 61)

Switch Config > Phones (page 68)

• Switch Config > Phones > Bulk Add Phones (page 76)

• Switch Config > Phones > SIP Phone General Options (page 78)

Switch Config > Trunks (page 83)

Switch Config > Conferences (page 85)

Switch Config > Global Features (page 87)

48


Switch Config > Call Queues

Selecting Switch Config > Call Queues from the Web Config Main Menu dis-plays a screen and sub-menus that you can use to define and manage Call Queues for your system.

Call Queues are the mechanism that the Soft Switch uses to direct calls to the appropriate agents for handling.

From the Switch Config > Call Queues screen you can:

Click to add a new Call Queue to your system. (See "Adding a Call

Queue" on page 50.)

Click on a Queue Name link to review or edit current Call Queue settings.

Click Enable or Disable to enable/disable a selected Call Queue.

Click Delete to delete a selected Call Queue.

Use additional sub-menu options to:

• Add Call Queues in bulk (See page 59.)

• Define general Call Queue options (See page 62.)

NOTE: Call Queues should correspond to the Affinity Groups that are defined in the Admin Controls Affinity Groups plug-in, and assigned to clients and agents in the Client Maintenance and Agent Maintenance plug-ins.

To select a listed Call Queue, select the checkbox in the far‐ right column.

49


Adding a Call Queue

Follow these steps to add a Call Queue to your system:

1 Select Switch Config > Call Queues from the Web Config Main Menu.

2 Click to display a Call Queue “Quick Add” bar.

3 In the fields labeled Quick add a Call Queue, enter values for the following:

• Queue ID: Type a number matching the number of the Affinity Group that you want assigned to the Call Queue.

• Queue Name: Specify a name for the Call Queue. (See NOTE text.) A default name is provided, but you can change it to any name that follows naming conventions. Names can contain letters, numbers, and some spe-cial characters, but no spaces. If you enter an invalid queue name, an error is reported.

NOTE: For troubleshooting purposes, Startel recommends that you make the Queue Name match the Queue ID.

• Description: Type a description for the Call Queue. For example, “High Priority Clients,” or “Spanish Speaking Queue.” This field is not mandatory, but it’s useful for helping you to distinguish between multiple Call Queues.

• Ring Strategy: Select leastrecent from the drop-down menu to identify the ring strategy that should be used for this Call Queue. Leastrecent—which is the Startel-recommended option—rings the agent least recently called by this queue.

• Timeout: Enter a value to specify how many seconds an agent’s phone should ring before a Timeout is applied to the agent. When a Timeout occurs, the Call Queue stops ringing that agent and sends the call to another agent.

• Retry: Enter 0. (This is the Startel-required value.) This specifies how many seconds to wait after a Timeout before ringing the next available agent.


The Configure Call Queue Details dialog opens.

50


5 Configure additional settings as described in the table that follows.




NOTES:

Most settings in the “Configure Call Queue Details” screen can also be configured for ALL Call Queues at Switch Config > Call Queues > Call Queue General Options. "Global Settings for All Call Queues" on page 62 for details.

In the event of a conflict, settings configured for individual queues override global settings.

If you want to quickly create multiple Call Queues, you can do so using a “Bulk Add Queues” feature described on page 59.

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Configure Call Queue Details Settings

Setting Instruction

Enable Queue Select or clear this checkbox to enable/ disable the Call Queue for service.

Queue Name Type a name for the Call Queue.

If you don’t enter a name, a default name is provided (for example, q_1, q_2, etc.).

NOTE: For troubleshooting purposes, Startel recommends that you make the Queue Name match the Queue ID (which should match an Affinity Group ID).

Description Enter a description for the Call Queue. For example, “Highest Priority Clients.”

This field is useful for allowing you to quickly identify queues of different types or importance in the Call Queues list.

Queue ID Enter a unique ID for the Call Queue.

This ID should match an Affinity Group ID defined in the Administrative Controls “Affinity Groups” plug-in.

The match between the Queue ID and an Affinity Group ID ensures that qualified agents will answer calls sent to the queue.

Autopause Enter a number to indicate how many ignored or rejected assignments can occur before an agent position will be automatically taken OUT of rotation.

52


Ring Strategy Select from the drop-down menu to indicate the preferred Ring Strategy for the Call Queue. Choices are:

• ringall: Rings all available agents until one answers.

• roundrobin: Takes turns ringing each available agent.

• leastrecent: Rings the agent least recently called by this queue.

• fewestcalls: Rings the agent with the fewest com-pleted calls from this queue.

• random: Rings a random agent.

• rrmemory: Round robin with memory. Takes turns ringing each available agent, remembering where it left off during the last ring pass.

• linear: Rings in the order specified in a configuration file. If you use dynamic agents, they will be rung in the order in which they were added.

• wrandom: Rings randomly, but uses each agent's skill level as a weight when calculating their metric.

NOTE: Leastrecent is the Startel-recommended setting.

Ring in Use NOTE: Un-checked is the Startel-required setting.

When this setting is not checked, the queue avoids send-ing calls to agents while they are on the phone.

Autofill Enabling Autofill ensures that waiting callers will be con-necting to available agents in a parallel fashion until there are no more available agents, or no more waiting callers.

When Autofill is un-checked, the second call in the queue will not be assigned to an agent until the first call in the queue has been answered. Thus, calls that are not answered promptly may slow down the assignment of other calls.

NOTE: Checked is the Startel-recommended setting.

Report Hold Time Select this checkbox if you want a caller’s Hold time to be audibly reported to the agent before the caller is con-nected to the agent.

NOTE: This setting requires additional configuration. Please contact Startel Technical Support for assistance.

Setting Instruction

53


Timeout Restart NOTE: Un-checked is the Startel-required setting.

Selecting this checkbox causes the “Timeout” that occurs when an agent doesn’t answer a call to be reset if a BUSY or CONGESTION signal is received for the agent.

When this checkbox is un-checked, as required, the Tim-out is not reset under the described conditions.

Join Empty Select from the drop-down menu to indicate under what conditions, if any, callers can be sent to a Call Queue with no agents, or “unavailable” agents.

Important: See Conditions that make an agent’s status “Unavailable”, below, for “Unavailable” status definitions.)

Choices are:

• Yes: Callers can be placed in the Call Queue without regard for agents’ status.

• No: Callers cannot be placed in the Call Queue if there are no agents, or only agents with these “unavailable” statuses: penalty, paused, invalid.

• Strict: Callers will not be placed in the Call Queue if there are no agents, or only agents with these “unavail-able” statuses: penalty, paused, invalid, unavailable.

• Loose: Callers cannot be placed in the Call Queue if there are no agents, or only agents with these “unavail-able” statuses: penalty, invalid.

NOTE: Startel recommends a Yes setting, (recognizing that agents sometimes go out of rotation briefly to complete a task, but for an acceptable amount of time). Any other option requires additional configuration, and assistance from Startel.

Setting Instruction

54


Conditions that make an agent’s status “Unavailable”

For the Join Empty and Leave When Empty settings, the following conditions assign an “Unavailable” status to agents:

• Paused: Agent is OUT of rotation, but still signed in to AI.

• Penalty: Agent’s Penalty value (i.e., skill level) is less than QUEUE_MAX_Penalty.

• Inuse: Agent is currently on a call.

• Ringing: Agent’s phone is currently ringing.

• Unavailable: Agent is assigned to the queue, but not logged in.

• Invalid: Agent’s phone is in a “non-reachable” state.

• Wrap: Agent is currently in “wrap time” after taking a call.

Leave When Empty Select from the drop-down menu to indicate under what conditions, if any, callers can be removed from a Call Queue.

Important: See Conditions that make an agent’s status “Unavailable”, above, for “Unavailable” status definitions.)

Choices are:

• Yes: Callers should be removed from the Call Queue if all agents have one of these “unavailable” statuses: penalty, paused, invalid.

• No: Callers should remain in the Call Queue without regard for agents’ status.

• Strict: Callers should be removed from the Call Queue if all agents have one of these “unavailable” statuses: penalty, paused, invalid, unavailable.

• Loose: Callers should be removed from the Call Queue if all agents have one of these “unavailable” statuses: penalty, invalid.

NOTE: Startel recommends a No setting. Any other option requires additional configuration, and assistance from Startel.

Setting Instruction

55


Monitor Format Select Wav from the drop-down menu to indicate a format preference for recorded calls.

Wav is the Startel-required setting for call recording.

If you DO NOT want calls sent to this queue to be recorded, select N/A.

NOTE: Wav files are automatically converted to (smaller) MP3 files.

Monitor Type By default, MixMonitor should be entered here to specify the Monitor type you are using for call recording.

MixMonitor is the Startel-required setting.

Display Refresh This field is reserved for troubleshooting purposes, and should be left blank, unless instructed otherwise by Startel Technical Support.

(When used, this setting affects how often the Call Queue status is written to a log file.)

Periodic Announce If you want to periodically play a recorded announcement to callers waiting in the queue, specify the path to the recording (for example: announcements/90000).


Periodic Announce Frequency If you will play a Periodic Announcement in the Call Queue (for example, “All agents are currently assisting other customers. Thank you for your patience.”), enter a value to indicate how frequently (in seconds) the announcement should be repeated.

For example, enter 30 if you want 30 seconds between announcements, 60 if you want 60 seconds between announcements, and so on.

NOTE: The Periodic Announce feature requires additional configuration. Please contact Startel Technical Support for assistance.

Music On Hold If you want to play music to callers on hold in the queue, accept the Startel default setting: Default.

NOTE: To implement a non-default option, you will need to configure an additional music source. Contact Startel Technical Support for assistance.

Setting Instruction

56


Service Level This field is reserved for future use, and should be left blank unless otherwise instructed by a Startel technician.

Max Callers Specify the maximum number of callers who can be wait-ing in the Call Queue.

A value of 0 indicates “unlimited.”

Timeout Specify how many seconds an agent’s phone should ring before a Timeout is applied to the agent.

When a Timeout occurs, the Call Queue stops ringing that agent and sends the call to another agent.

20 is entered by default.

Retry NOTE: The Startel required value is 0.

This indicates how many seconds to wait after a Timeout before ringing the next available agent.

Announce If you want to play a recorded announcement to agents when they answer calls for this queue, specify the path to the recording (for example: announcements/90001).

Announcements can be used for agents who answer mes-sages for multiple queues to let them know which queue the call came from, and therefore how to greet or engage the caller (in the case where Startel Agent Interface is not used). This feature can also be used (for such features as Auto Answer) to play any audio file to the agent when the call is answered to signal the agent of the answer.


Announce Frequency If you want hold times and positions announced to callers in the queue, enter a value to indicate how frequently (in seconds) the announcement should be played.


NOTE: This feature requires additional configuration. Please contact Startel Technical Support for assistance.

Setting Instruction

57


Wrap-Up Time Specify how many seconds after an agent ends a call to wait before sending another call to the agent.

By default, 0 is entered, indicating no wait time before a new call can be sent to an agent.

Weight This field, reserved for future use, should be left blank unless otherwise instructed by a Startel technician.

Queue Thank You If you want to play a Thank You announcement to callers waiting in a queue (for example, “Thank you for your patience; your call will be answererd momentarily.”), spec-ify the path to the recording (for example: announcements/90002).


Queue You Are Next If you want to play a “You are Next” announcement to the next call to be answered, specify the path to the record-ing (for example: announcements/90002).


Customized Options This input field is provided in case Startel Technical Sup-port finds it necessary to configure special site-specific options for a Call Queue.

No configuration of this field is required.

Setting Instruction

58


Switch Config > Call Queues > Bulk Add Queues

Selecting Switch Config > Call Queues > Bulk Add Queues displays a screen that allows you to quickly create multiple Call Queues. If necessary, you can edit individual queues later to configure additional Call Queue details.

To quickly generate multiple Call Queues:

1 Select Switch Config > Call Queues > Bulk Add Queues.

A dialog like the following opens:

2 Configure settings as described in the following table.

3 When you’re finished, click Batch Generating to add the new Call Queues to the Call Queues list.

Call Queue Bulk Generating Settings

NOTES:

Once a Call Queue is created and listed in the Call Queues list, you can configure additional features for the queue by simply clicking on the Queue Name in the first column of the Call Queue list. This opens the Configure Call Queue Details screen that is described on page 52.

When you’re ready to apply the changes to the Soft Switch,

click on the Main Menu bar. Changes are

never applied to the switch until you click this button.

Setting Instruction

Queue ID Start At Accept the default value, or enter a new number for the first Queue ID in the Queue ID range.

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Queue Name Pre-Append Accept the default “pre-append” value, or enter a new value to indicate how you want to start each queue name you are creating.

By default, q_ is entered. This creates queue names like q_1, q_2, q_3, and so on.

NOTE: If you want to create Queue Names that match Queue IDs, as recommended by Startel, clear this field. Clearing the field indicates that no pre-append value should be used for Queue Names.

Total Generating Number Type the number of queues you want to generate.














Retry NOTE: The Startel required Retry value is 0.


Setting Instruction

60


Switch Config > Call Queues > Call Queue General Options

Selecting Switch Config > Call Queues > Call Queue General Options displays a screen whose settings apply “globally” to ALL Call Queues.

To configure global Call Queue settings:

1 Select Switch Config > Call Queues > Call Queue General Options.



NOTE: Most settings in the “Global Settings” screen can also be configured for individual Call Queues at Switch Config > Call Queues. If you have configured settings for individual Call Queues, those individual settings override global settings in the event of a conflict.

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Global Settings for All Call Queues

NOTE: When you’re ready to apply the changes to the Soft Switch,



Setting Instruction

Persistent Members Select this checkbox if you want the Soft Switch to remem-ber the agents who were signed in to Call Queues in the event of a Restart. (All calls are disconnected or termi-nated if a Restart occurs when lines are connected.)

Keep Stats N/A (This setting is reserved for future use.)

Ring in Use NOTE: Un-checked is the Startel-required setting.

When this setting is not checked, the queue avoids send-ing calls to agents while they are on the phone.

Event Member Status NOTE: Checked is the Startel-required setting.

Report Hold Time Select this checkbox if you want a caller’s Hold time to be audibly reported to the agent before the caller is con-nected to the agent.

NOTE: This will add a delay to call handling, as the agent will have to listen to the message before talking to the caller.

Autofill Enabling Autofill ensures that waiting callers will be con-necting to available agents in a parallel fashion until there are no more available agents, or no more waiting callers.

With Autofill is un-checked, the second call in the queue will not be assigned to an agent until the first call in the queue has been answered. Thus, calls that are not answered promptly may slow down the assignment of other calls.

NOTE: Checked is the Startel-recommended setting.

Autopause Enter a number to indicate how many ignored or rejected assignments can occur before an agent position will be automatically taken OUT of rotation.

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Timeout Restart NOTE: Un-checked is the Startel-required setting.

Selecting this checkbox causes the “Timeout” that occurs when an agent doesn’t answer a call to be reset if a BUSY or CONGESTION signal is received for the agent.

When this checkbox is un-checked, as required, the Tim-out is not reset under the described conditions.

Join Empty Select from the drop-down menu to indicate under what conditions, if any, callers can be sent to a Call Queue with no agents, or “unavailable” agents.

Important: See Conditions that make an agent’s status “Unavailable”, below, for “Unavailable” status definitions.)

Choices are:

• Yes: Callers can be placed in the Call Queue without regard for agents’ status.

• No: Callers cannot be placed in the Call Queue if there are no agents, or only agents with these “unavailable” statuses: penalty, paused, invalid.

• Strict: Callers will not be placed in the Call Queue if there are no agents, or only agents with these “unavail-able” statuses: penalty, paused, invalid, unavailable.

• Loose: Callers cannot be placed in the Call Queue if there are no agents, or only agents with these “unavail-able” statuses: penalty, invalid.

NOTE: Startel recommends a Yes setting, (recognizing that agents sometimes go out of rotation briefly to complete a task, but for an acceptable amount of time). Any other option requires additional configuration, and assistance from Startel.

Setting Instruction

63


Conditions that make an agent’s status “Unavailable”

For the Join Empty and Leave When Empty settings, the following conditions assign an “Unavailable” status to agents:

• Paused: Agent is OUT of rotation, but still signed in to AI.

• Penalty: Agent’s Penalty value (i.e., skill level) is less than QUEUE_MAX_Penalty.

• Inuse: Agent is currently on a call.

• Ringing: Agent’s phone is currently ringing.

• Unavailable: Agent is assigned to the queue, but not logged in.

• Invalid: Agent’s phone is in a “non-reachable” state.

• Wrap: Agent is currently in “wrap time” after taking a call.

Leave When Empty Select from the drop-down menu to indicate under what conditions, if any, callers can be removed from a Call Queue.

Important: See Conditions that make an agent’s status “Unavailable”, above, for “Unavailable” status definitions.)

Choices are:

• Yes: Callers should be removed from the Call Queue if all agents have one of these “unavailable” statuses: penalty, paused, invalid.

• No: Callers should remain in the Call Queue without regard for agents’ status.

• Strict: Callers should be removed from the Call Queue if all agents have one of these “unavailable” statuses: penalty, paused, invalid, unavailable.

• Loose: Callers should be removed from the Call Queue if all agents have one of these “unavailable” statuses: penalty, invalid.

NOTE: Startel recommends a No setting. Any other option requires additional configuration, and assistance from Startel.

Setting Instruction

64


Monitor Format Select Wav from the drop-down menu to indicate a format preference for recorded calls.

Wav is the Startel-required setting.

NOTE: Wav files are automatically converted to (smaller) MP3 files.

Monitor Type By default, MixMonitor should be entered here to specify the Monitor type you are using for call recording.

MixMonitor is the Startel-required setting.

Periodic Announce Frequency If you will play a Periodic Announcement in Call Queues (for example, “All agents are currently assisting other cus-tomers. Thank you for your patience.”), enter a value to indicate how frequently (in seconds) the announcement should be repeated.


NOTE: The Periodic Announce feature requires additional configuration. Please contact Startel Technical Support for assistance.

Periodic Announce If you want to periodically play a recorded announcement to callers waiting in Call Queues, specify the path to the recording (for example: announcements/90000).


Setting Instruction

65












Music On Hold If you want to play music to callers on hold in a Call Queue, accept the Startel default setting: Default.


Service Level This field is reserved for future use, and should be left blank unless otherwise instructed by a Startel technician.

Max Callers Specify the maximum number of callers who can be wait-ing in a Call Queue.

A value of 0 indicates “unlimited.”




Retry NOTE: The Startel required value is 0.


Setting Instruction

66


Announce If you want to play a recorded announcement to agents when they answer calls, specify the path to the recording (for example: announcements/90001).

Announcements can be used for agents who answer mes-sages for multiple queues to let them know which queue the call came from, and therefore how to greet or engage the caller (in the case where Startel Agent Interface is not used). This feature can also be used to play any audio file to the agent when the call is answered, for such features as Auto Answer.


Announce Frequency If you want hold times and positions announced to callers in a Call Queue, enter a value to indicate how frequently (in seconds) the announcement should be played.


NOTE: This feature requires additional configuration. Please contact Startel Technical Support for assistance.

Wrap-Up Time Specify how many seconds after an agent ends a call to wait before sending another call to the agent.

By default, 0 is entered, indicating no wait time before a new call can be sent to an agent.

Weight This field should be left blank unless otherwise instructed by a Startel technician.

Queue Thank You If you want to play a Thank You announcement to callers, specify the path to the recording (for example: announce-ments/90002).


Queue You Are Next If you want to play a “You are Next” announcement to the next call to be answered, specify the path to the recording (for example: announcements/90002).


Setting Instruction

67


Switch Config > Phones

Selecting Switch Config > Phones from the Web Config Main Menu displays the features that are used to configure the phones for your system.

From the Switch Config > Phones opening screen you can:

Click to add a new phone extension to your system. ("Adding a SIP

Phone Extension", on page 69.)

Click to import polycom phones from a .CVS file.

Select links in the Phone Exten column to review or edit current phone extension settings.

Click Enable or Disable to enable/disable a selected phone extension.



Setting Instruction

NOTE: Configuring Phone parameters requires advanced technical knowledge, so Startel will normally assist you with this process.

68


Click Delete to delete a selected phone extension.

Use additional sub-menu options to:

• Add phones in bulk (See page 76.)

• Define general SIP phone options (See page 78.)

Adding a SIP Phone Extension

Configuring Phone parameters requires advanced technical knowledge, so Startel will normally configure them for you, or guide you though the process.

Once your phones are initially configured, you should be able to add additional phone sets to your site, if necessary, using currently-configured phone parameters as your guide.

Follow these steps to add a SIP phone extension to your system:

1 Select Switch Config > Phones from the Web Config Main Menu.

2 Click to display a Phone “Quick Add” bar.

3 Enter values for the following:

• Phone Exten: Type a number to identify the extension of the phone that will connect to the Soft Switch. The number following the last assigned extension is entered by default.

• Protocol: Select SIP from the drop-down menu.

• Model: If the phone model is Polycom, select Polycom from the drop-down menu. Otherwise, select N/A.

• MAC Address: If the phone model is Polycom, specify the MAC (Media Access Control) address for the phone extension. (This will be the serial number of the device.) Otherwise you can leave this field blank. Note: This address is also known as a Phone Ethernet Hardware Address.

• User Full Name: Enter the full name of the person who will use the phone. (This is an optional field.)


NOTE: Startel does not currently support IAX for agent phones. IAX phone configuration will therefore not be documented in this manual. Contact Startel for assistance, if necessary.

Instructions for adding IAX phone extensions (not supported for agent phones) are NOT provided in this manual. If you need to configure IAX phones, contact Startel for assistance.

69


The Configure Phone Details dialog opens.

5 Configure settings as described in the following table.

NOTE: Some settings that you can define for individual phone extensions can also be configured globally for ALL phones. These “General” settings are configured at Switch Config > SIP Phone General Options. To save time, it makes sense to configure the General options for parameters that will be the same for all phones. Parameters that can be set for both Individual Phones and All phones are outlined in red in the above sample screen.

70



Configure SIP Phone Details Settings




NOTE: Since “Phone Details” parameters require advanced technical knowledge, Startel will generally assist you in the configuration of these settings.

Setting Instruction

Enable Phone Select or clear this checkbox to enable or disable the phone for service.

MAC Address Specify the MAC (Media Access Control) address for the phone extension. This is also known as a Phone Ethernet Hardware Address.

Username Enter the Username required to register to (communicate with) the switch. (This must be configured for the device as well.)

Password Enter the Password required to register to (communicate with) the switch. (This must be configured for the device as well.)

Encrypt Password Select this checkbox if you want to store the password in an encrypted format.

Note: This setting assumes that the phone supports an encrypted password.

Maxexpirey Enter a number to indicate how often (in seconds) a SIP device should automatically re-register with the switch. (After this amount of time, the registration expires.)

If nothing is entered, a default of 3600 seconds is used.

Minexpirey Enter a number to indicate the minimum amount of time, in seconds, that the switch will assume the SIP device is registered.

If nothing is entered, a default of 60 seconds is used.

71


Allow Transfer Select or clear this checkbox to enable or disable call transfers for this phone extension.

NOTE: The Startel-recommended setting is un-checked.

Allow Overlap Select or clear this checkbox to enable or disable overlap dialing support for this phone extension.

Overlap dialing allows more time between dialed digits. With overlap dialing disabled, dialed digits are expected one after another, with very little delay between digits.


Qualify Select this checkbox if you want the switch to periodically check to see if the device is reachable.

Notes:

The value assigned to Qualify Frequency determines how often the device will be checked.

For devices at risk of latency issues, such as remote devices, this setting should be checked.

Ignore SDP Version Select this option if you want the switch to ignore the SDP (Session Description Protocol) session version number and treat all SDP data as new data.


Transport Select from the drop-down menu to specify the appropri-ate SIP phone signalling protocol for VOIP.

Options are:

• UDP

• TCP

• TLS

NOTE: The Startel-recommended setting is UDP.

Setting Instruction

72


Video Support Select from this drop-down menu to enable or disable video support for this extension. Choices are:

• Yes: This option enables video for the extension (assuming the device supports video).

• No: This option (selected by default) disables video for the extension.

• Always: With this option, RTP ports are always set up for video, even on clients that don't support it.

NOTE: The Startel-recommended setting is No.

Insecure Select No from the drop-down menu. When No is selected, all peer to peer connections are required to authenticate.

NOTE: No is the Startel-required setting.

Progress Inband Select from the drop-down menu. Choices direct the sys-tem as follows when a “RING” event is requested:

• Yes: Always send 180 Ringing (if it hasn't been sent yet) followed by 183 Session Progress and in-band audio.

• No: Send 180 Ringing if 183 has not yet been sent establishing audio path. If audio path is established already (with 183), then send in-band ringing.

• Never: Whenever ringing occurs, send 180 Ringing as long as "200 OK" has not yet been sent. This option is selected by default.

NOTE: The Startel-recommended setting is Never.

DTMF Mode Select from this drop-down menu to set the default mode for DTMF (touch-tone) signaling.

Choice are:

• Inband

• RC2833

• Info

• SIP Info Msg

• Auto

NOTE: The Startel-recommended setting is RC2833.

Setting Instruction

73


NAT Support Select Yes for a remote SIP phone that will access the Soft Switch through a firewall.

Otherwise, select No.

NOTE: NAT, which stands for Network Address Translation, describes a scenario in which a network device (usually a firewall) assigns a public IP address to a computer, or group of computers, inside a private network.

Can Re-invite Select No. (This is a Startel-required setting.)

Direct Media Select No. (This is a Startel-required setting.)

Type Select from the drop-down menu to indicate the phone channel device type you are using.

Choices are:

• Friend: A device type that accepts both incoming and outbound calls. On inbound calls, matches on the From: username.

• Peer: A device type that also handles both incoming and outbound calls. On inbound calls, only matches on IP/port, not on names. This is mostly used for SIP trunks.

• User: This is like Friend, used for configuring your local SIP phones.

(User authenticates incoming calls, Peer authenticates outgoing calls, and Friend authenticates both.)

NOTE: The Startel-recommended setting is Friend.

Model This setting—reserved for future use—can be ignored for the present.

Register Exten The extension number for the phone (which is assigned automatically in the Quick Add bar) is entered here auto-matically.

Scenario Group Enter the name of the Scenario Group that will be associ-ated with the phone. (For example, Internal.)

Host Enter the IP address or hostname associated with the switch.

Normally you should enter dynamic.

Setting Instruction

74


Port Enter the port number used for SIP, if you’re not using the default port (5060). Otherwise, leave this field blank.

Qualify Frequency Enter a value to indicate how often (in seconds) the phone should be qualified (checked to see if it’s in rotation).

Hosts Permit Leave this field blank.

Outbound Proxy Leave this field blank.

From Domain If you want a Domain name and not an IP address to be used in the “From” header for outbound calls from this phone extension, enter the Domain name in this field.

NOTE: Startel recommends you leave this blank.

From User If you want a user name and not an extension number to be used in the “From” header for outbound calls from this phone extension, enter the appropriate name in this field.

NOTE: Startel recommends you leave this blank for call center agents.

Voice Mailbox This setting is reserved for future use.

Call Limit 100 is entered here by default. Startel recommends you retain this setting.

Codecs Allow Enter the following into the input field: ulaw, alaw

NOTE: This is a Startel-required entry.

Full Name Enter the full name of the user associated with this phone.

Caller ID Enter a value (digits only) to assign a Caller ID to this phone extension. For example: 9495553356.

NOTE: When an agent dials from a Client Account, the Caller ID associated with that account is used instead of this Caller ID.

Customized Options This input field is provided in case Startel Technical Sup-port finds it necessary to configure special site-specific options.


Setting Instruction

75


Switch Config > Phones > Bulk Add Phones

Selecting Switch Config > Phones > Bulk Add Phones displays a screen that allows you to quickly define multiple phones. If necessary, you can edit individual phone configurations later to apply additional phone details.

To quickly define multiple phones:

1 Select Switch Config > Call Queues > Bulk Add Queues to open a dialog like the following:


NOTES: Startel will assist you with Phone parameters.

Some settings that you can define for individual phones can also be configured for ALL phones of the same protocol type. These “General” settings are configured at Switch Config > SIP Phone General Options.

To save time, it makes sense to configure General options for parameters that will be the same for all phones. Parameters that can be set for both Individual Phones and All phones (of the same protocol type) are circled in red in the above screen shots.

If you configure settings for individual Phones that conflict with “General” settings, individual settings override the general in the event of a conflict.

76


3 When you’re finished, click Batch Generating to add the new phones to the Phones list.

Agent Phone Bulk Generating Settings

NOTES:

Once a phone is defined and listed in the Phones list, you can configure additional features for the phone by simply clicking on the Phone Extension in the first column of the Phones list. This opens the Configure Phone Details screen that is described on page 71.

When you’re ready to apply the changes to the Soft Switch,



Setting Instruction

Phone Type Select SIP from the drop-down menu.

NOTE: These instructions assume you select SIP. IAX is not supported for agent phones.

Configure As Select from the drop-down menu to indicate the phone channel device type you are using.

Choices are:

• Friend: A device type that accepts both incoming and outbound calls. On inbound calls, matches on the From: username.

• Peer: A device type that also handles both incoming and outbound calls. On inbound calls, only matches on IP/port, not on names. This is mostly used for SIP trunks.

• User: This is like Friend, used for configuring your local SIP phones.

(User authenticates incoming calls, Peer authenticates outgoing calls, and Friend authenticates both.)

NOTE: The Startel-recommended setting is Friend.

Call Limit 100 is entered here by default. Startel recommends you retain this setting.

Extension Start From Accept the default value, or enter a new value to specify the first phone extension number in the phone range.

Total Generating Number Type the number of phone extensions you want to gener-ate. 10 is entered by default.

77


Switch Config > Phones > SIP Phone General Options

Selecting Switch Config > Phones > SIP Phones General Options displays a screen whose settings apply “globally” to ALL SIP phones (see Note text below).

Follow these steps to configure global SIP Phone settings:

1 Select Switch Config > Phones > SIP Phones General Options.


Default Password Type the password that should be used to access the switch.

Default Password Same to Extension Select this checkbox if you want the same password used for every extension. (Passwords can be changed for indi-vidual phones later, if necessary.)

Voice Mailbox Same to Extension Select this checkbox if you want phone Voice Mailbox numbers to match their extension numbers.

Setting Instruction

NOTE: Some settings in the “Global Settings” screen can also be configured for individual phones at Switch Config > Phones. If you have configured settings for individual SIP Phones, those individual settings override global settings in the event of a conflict.

To save time, it makes sense to configure the General options for parameters that will be the same for all phones. Parameters that can be set for both Individual Phones and All phones are outlined in red in the sample screen below.

78




SIP Phone Global Settings




Setting Instruction

Scenario Group Enter the name of the Scenario Group that will be associ-ated with the phones. (For example, Internal.)

79


TCP Enable Select this checkbox if you want to enable the switch for incoming TCP connections.


TLS Enable TLS (Transport Layer Security) is a cryptographic protocol that adds security to Internet communications.

Currently, you should leave this setting un-checked; this setting is reserved for future use.

Allow Guest NOTE: Un-checked is the Startel-required setting.

Selecting this checkbox enables “guest” calls for SIP phones. Guest calls are outbound calls that are made without authentication.

SRV Lookup Select this checkbox to enable DNS SRV lookups for Out-bound calls.

Qualify Select this checkbox if you want your system to check phones to see if they’re reachable.

Ignore SDP Version Select this option if you want the switch to ignore the SDP session version number and treat all SDP data as new data.

Shrink Caller ID Select this option if you want characters like parentheses, commas, non-trailing periods, and dashes removed from Caller IDs.

Video Support Select from this drop-down menu to enable or disable video support for SIP phones. Choices are:

• Yes: This option enables video for the extension (assuming the device supports video).

• No: This option (selected by default) disables video for the extension.

• Always: With this option, RTP ports are always set up for video, even on clients that don't support it.

NOTE: The Startel-recommended setting is No.

Insecure NOTE: The Startel-required setting is No.

When No is selected, all peer to peer connections are required to authenticate.

Setting Instruction

80


Progress Inband Select from the drop-down menu to indicate how the sys-tem should respond when a “RING” event is requested:

• Yes: Always send 180 Ringing (if it hasn't been sent yet) followed by 183 Session Progress and in-band audio.

• No: Send 180 Ringing if 183 has not yet been sent establishing audio path. If audio path is established already (with 183), then send in-band ringing.

• Never: Whenever ringing occurs, send 180 Ringing as long as "200 OK" has not yet been sent. This option is selected by default.

NOTE: The Startel-recommended setting is Never.

DTMF Mode Select from the drop-down menu to set the default mode for DTMF (touch-tone) signaling.

Choice are:

• Inband

• RC2833

• Info

• SIP Info Msg

• Auto

NOTE: The Startel-recommended setting is RC2833.

NAT Support Select Yes for remote SIP phones that will access the Soft Switch through a firewall.

Otherwise, select No.

Can Re-invite Select No. (This is a Startel-required setting.)

Direct Media Select No. (This is a Startel-required setting.)

UDP Bind Address This setting provides the IP address to bind UDP listen sockets to. Startel recommends you leave this field blank, which defaults to 0.0.0.0 (this binds to all interfaces).

Optionally, you can add a port number—e.g., 0.0.0.0:5062 (default port is 5060).

TCP Bind Address This setting provides the IP address to bind TCP listen sockets to. Startel recommends you leave this field blank, which defaults to 0.0.0.0 (this binds to all interfaces).

Optionally add a port number—e.g., 0.0.0.0:5062 (default port is 5060).

Setting Instruction

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SIP Realm Specify the realm for digest authentication in SIP mes-sages.

SIP User Agent Specify the user agent string for SIP messages.

Qualify Frequency Enter a value to indicate how often (in seconds) the phone should be qualified (checked).

Hosts Permit Leave this field blank.

Codecs Permit Enter the following into the input field: ulaw, alaw


SIP Domain Leave this field blank.

Transport This entry specifies the Transport protocol that should be used for the SIP phones. UDP is the Startel-required pro-tocol, and is entered by default.

Note: If you need to use a different Transport protocol, such as TCP or TLS, it will be necessary to consult with Startel Technical Support about additional required configuration.

Caller ID Leave this field blank.

SIP SDP Session Leave this field blank.

SIP SDP Owner Leave this field blank.

More Options This input field is provided in case Startel Technical Sup-port finds it necessary to configure special site-specific options.


Setting Instruction

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Switch Config > Trunks

Selecting Switch Config > Trunks from the Web Config Main Menu displays a screen that is used to define and manage trunks for your system.

From the Switch Config > Trunks screen you can:

Click to add a new trunk to your system. ("Adding a Trunk", below.)

Click on a Trunk Name link to review or edit current trunk settings.

Click Enable or Disable to enable/disable a selected trunk.

Click Delete to delete a selected trunk.

Adding a Trunk

Follow these steps to add a trunk:

1 Select Switch Config > Trunks from the Web Config Main Menu.

2 Click to display a “Quick Add” bar.

3 In the fields labeled Quick add a Trunk, enter values for the following:

• Trunk Name: Type a trunk name, or skip to accept the default name (t_1, t_2, etc.)

• Trunk Type: Select from the drop-down menu to identify the trunk type: SIP or IAX.

NOTE: Trunks are normally configured for you by Startel.

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• Trunk Description: Type a description for the trunk.


The Configure Trunk Details dialog opens.

5 Configure additional settings, if necessary, as described in the table that fol-lows. When you’re finished, click Save to save and close.

6 If you’re ready to apply the changes you made to the Soft Switch,

click on the Main Menu bar.

Configure Trunk Details Settings

Setting Instruction

Enable This Trunk Select or clear this checkbox to enable/disable the trunk for service.

Trunk Type Select from the drop-down menu to identify the trunk type: SIP or IAX.

Trunk Name The Trunk Name entered in the Quick Add bar is entered here automatically. You can change the trunk name, if necessary.

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Switch Config > Conferences

Selecting Switch Config > Conferences from the Web Config Main Menu displays a screen that you can use to define conference bridges for your system.

From the Switch Config > Conferences screen you can:

Click to add a new conference bridge. ("Adding a Conference Bridge",

below.)

Caller ID Specify the Caller ID for outbound calls.

Trunk Description The Trunk Description entered in the Quick Add bar is entered here automatically. You can change this descrip-tion, if necessary.

Note: A Trunk Description is not mandatory, but it’s useful for distinguishing one trunk from another, if necessary.

Trunk Details This area is for specifying trunk details that are necessary for communication between the phone company (or another switch) and the Soft Switch.

Contact Startel for assistance.

Register String If the other switch requires the Startel Soft Switch to regis-ter, enter the registration string here.

Note: You will need to get this string from the phone company or whoever is managing the connected switch.

Setting Instruction

NOTE: These conference bridges are NOT the same as the “Meet Me” bridges that can be defined using the Admin Controls Meet Me plug-in.

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Click to review or edit settings for an existing conference bridge.

Click to delete an existing conference bridge.

Adding a Conference Bridge

Follow these steps to add a new conference bridge:

1 Select Switch Config > Conferences from the Web Config Main Menu.

2 Click to display a “Quick Add” bar.

3 In the fields labeled Quick add a Conference, enter values for the following:

• Conference ID: Type an ID number for the conference bridge, or skip to accept the default ID (100, 101, 102, etc.).

• User Pin: Specify a string of digits to serve as a User Pin for accessing the conference bridge.

• Admin Pin: Specify a string of digits to serve as an Administrator Pin for accessing the conference bridge.


The new conference bridge is now listed in the Conferences list. (There are no more parameters to define.)

If you later want to edit the values you assigned, you can click the button

for the conference and make changes in a pop-up screen.

NOTE: When you have defined conference bridges for your system, callers will access these bridges as defined by the Scenarios associated with their calls.

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Switch Config > Global Features

Selecting Switch Config > Global Features from the Web Config Main Menu opens a dialog box that you can use to configure global settings for your Soft Switch.

Defining Global Switch Settings

Follow these steps to define Global Soft Switch settings:

1 Select Switch Config > Global Features from the Web Config Main Menu.

2 In the dialog box that opens, configure settings as described in the table that follows.



the Main Menu bar.

Global Switch Features Settings

Setting Instruction

Parking Hints Leave this setting (used for troubleshooting purposes) un-checked.

Parking Extension Specify the extension that should be used for parked calls.


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Parking Context Parkedcalls is entered here by default.


Parking Music Class If you want to play music to callers who are parked, accept the Startel default setting: Default.


Blind Transfer Specify the code that should be used to perform a blind transfer.

# is entered by default.

A blind transfer is a call transfer that disconnects the agent from the call once the transfer is initiated.

Disconnect Specify the code that should be used to disconnect a call.

*0 is entered by default.

NOTE: Additional programming is necessary To implement this feature. Contact Startel Technical Support for assistance.

Auto MixMonitor This setting specifies the code that should be used to record a call using MixMonitor. *3 is entered by default. This is a Startel-required setting.


Auto Monitor This setting specifies the code that should be used to record a call using Monitor. *1 is entered by default. This is a Startel-required setting.


Callback Original Select this checkbox if you want a parked call sent back to the original agent if the parked call times out.

When this option is not enabled, a parked call goes back to the Call Queue.

Parking Lot Specify a value range to identify the extensions that should be used for parked calls.

701-720 is entered by default. (It will not normally be nec-essary to change this.)

Setting Instruction

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Parking Time Specify a value to indicate the maximum number of sec-onds a call can be parked.


Pickup Extension Specify the code that should be used to pick up a parked call. *8 is entered by default.


Supervision Transfer Specify the code that should be used to perform a Super-vised (attended) transfer. *2 is entered by default.

In a Supervised Transfer, the original agent is part of the transfer until he/she disconnects from the call, which com-pletes the transfer.


Park Call Specify the code that should be used to park a call.

*72 is entered by default.




Setting Instruction

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VISUAL DIALPLANThe Visual Dialplan section of the Web Config interface is where you define and manage Scenarios and Scenario Groups for your site. This is also where you set up the table or tables used to route calls in your system. (Defining a Routing Table is mandatory. You may or may not need to define a Lookup Table or One Number Lookup Table.) Visual Dialplan also contains a section for managing system Audio Files.

To access this section, select Visual Dialplan, then select an item from the drop-down menu.

Refer to the following topics for details on the screens and settings associated with each Visual Dialplan menu item:

Visual Dialplan > Scenario Groups (page 91)

Visual Dialplan > Scenario List (page 93)

Visual Dialplan > One Number Lookup (page 114)

Visual Dialplan > Lookup Table (page 117)

Visual Dialplan > Routing Table (page 119)

Visual Dialplan > Audio Files (page 124)

NOTE: See the first two sections of Chapter 1 for general information on Scenarios, Scenario Groups, the Lookup Table, the One Number Lookup Table, and the Routing Table.

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Visual Dialplan > Scenario Groups

Selecting Visual Dialplan > Scenario Groups from the Web Config Main Menu displays the screen that is used to define and manage Scenario Groups for your system.

Scenario Groups—which will be defined for your system by Startel—are used as a means of identifying or assigning the “entry points” (i.e., the ports or network connections) that should be used for the calls that flow in and out of your system.

Most sites will use two primary Scenario Groups—Incoming and Outdials—which differentiate between incoming and outgoing calls. Additional Groups are sometimes used to differentiate between different types of incoming or outgoing calls. For example, a Central Office group can be used for incoming DIDs, and an Internal group for incoming calls from SIP phones.

In any case, Startel will instruct you on how to use the Scenario Groups that are defined and best suited for your particular system. And Startel will normally define all needed Scenario Groups for you. This section of the manual is provided for advanced users and Startel personnel only.

From the Visual Dialplan > Scenario Groups screen you can:

Click to add a new Scenario Group to your system. ("Adding a

Scenario Group" on page 92.)

Click to review or edit settings for an existing Scenario Group.

Click to delete an existing Scenario Group.

NOTE: When a Scenario has been assigned to a Scenario Group, it is listed in the Group Members column of this screen, as shown above. For more on Scenarios, see the first two sections of Chapter 1, and "Visual Dialplan > Scenario List" on page 93.

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Adding a Scenario Group

Scenario Groups are normally defined by Startel technicians. Instructions are pro-vided here for Startel personnel and advanced users only.

Follow these steps to add a Scenario Group to your system:

1 Select Visual Dialplan > Scenario Groups from the Web Config Main Menu.

2 Click to display a Scenario Group “Quick Add” bar.

3 In the fields labeled Quick add one Scenario Group, do the following:

• Scenario Group: Type a unique name for the Scenario Group. Names can be a maximum of 20 characters, and can contain letters, numbers, and the underscore character. (Spaces cannot be used). If you enter an invalid name, an error is reported.

• Description: Type a description for the Scenario Group. When you’re fin-ished, click Add.

The Scenario Group is now listed in the Scenario Groups list.

4 Locate the new item in the Scenario Groups list. Then select the icon in

the item’s Actions column.

A dialog like the following opens, with the values you supplied in Step 3 entered in the Scenario Group and Description fields:

5 In the area labeled Scenario Group Including, you need to type a short text instruction. (For example, the string entered for the “CentralOffice” Scenario Group is include =>Incoming.) Contact Startel for assistance with this param-eter.


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Visual Dialplan > Scenario List

Selecting Visual Dialplan > Scenario List from the Web Config Main Menu dis-plays the screen that is used to define and manage Scenarios for your system.

Scenarios are sets of instructions used by the Soft Switch to determine how calls of different types should be handled. If your call center provides the same set of services to all clients, and all agents can answer all calls, you may only need to define a single Scenario. However, most call centers require multiple Scenarios, each providing a different set of services for clients with distinct and separate needs. For example, one Scenario might be set up to play a recording, then route calls to Voice Mail. Another might send calls directly to live agents. Another might play a recording, then route calls to agents or Voice Mail depending on the time of day—and so on.

Understanding Scenarios & Base Scenarios

Before you jump into defining Scenarios, it’s important to understand that there are two different types of Scenarios that can be defined using Visual Dialplan > Scenario List features: Scenarios and Base Scenarios.

A Base Scenario is a pre-defined Scenario that another Scenario can reference. It will normally describe most (if not all) of what the Soft Switch needs to do to process a call. What makes it usable as a “base” is that it uses variables and not specific values for things like Call Priority and Call Queue IDs. (Specific values for such parameters are provided in a Scenario that references the Base Scenario.)

When you purchase the Soft Switch from Startel, it comes with a set of pre-defined Base Scenarios that are designed specifically to meet customer needs. Using these as a starting point, you can typically define Scenarios that require very little additional programming.

Before you attempt to define your own Base Scenarios, it’s recommended that you examine the pre-defined bases first. If none is exactly what you need, but there is one that’s close, you may want to use that one as a starting point, instead of starting a new one from scratch. (Note, however, that if you do edit a Base Scenario, it will impact all Scenarios that reference that base.) If you do need to define or edit a Base Scenario, and need help, contact Startel Technical Support for assistance. For details on the Base Scenarios available at the time of this writing, "Startel Pre-Defined Base Scenarios" on page 103.

A Scenario is the start- to-finish road map describing where a call needs to go and how it should be handled, including relative call priority, the Call Queue to which calls should be directed, and any client or queue throttling that should be applied to the call. It’s not mandatory for a Scenario to have a Base Scenario. If you like, you can build a Scenario completely from scratch. However, the simplest way to define a Scenario is typically to reference a Base Scenario, then add specific values using the Call Flow “Code Block” feature described on page 102.

For more on Scenarios, see the first two sections of Chapter 1.

Startel will normally assist you in designing the final Scenarios for your system.

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From the Visual Dialplan > Scenario List screen you can:

Click to add a new Scenario to your system. (See "Adding a Scenario"

below.)

Click (first) to “batch import” a list of Scenarios from an XML file. (See

page 112.)

Click (second) to “batch import” a list of Scenarios that were exported to

a CSV file from the Digital Switch. (See page 112.)

Click on a name link in the Scenario column to review or edit current Scenario settings.

Click Enable or Disable to enable/disable a selected Scenario.

Click Delete to delete a selected Scenario.

Adding a Scenario

The procedure for “Adding a Scenario” is broken down here into the following three steps:

"Step1: Configuring General Scenario Settings" on page 95.

"Step 2: Defining Extension Patterns for a Scenario" on page 97.

"Step 3: Defining Scenario Call Flow" on page 99.

To select a listed Scenario, select the checkbox in the far‐ right column.

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Step1: Configuring General Scenario Settings

Follow these steps to start defining a Scenario for your system:

1 Select Visual Dialplan > Scenario List from the Web Config Main Menu.

2 Click to display a Scenario “Quick Add” bar.

3 Open the Scenario Group drop-down menu and select the appropriate Sce-nario Group. This will normally be Incoming. Consult Startel if you don’t know which Scenario Group to select for a Scenario you are defining.

4 In the Scenario Name field, enter a name for the Scenario, or skip this step to accept the default name. Scenario names can be a maximum of 20 charac-ters, and can contain letters, numbers, and the underscore character. (Spaces cannot be used). If you enter an invalid name, an error is reported.


The Individual Scenario Settings dialog opens with the General tab selected.

NOTE: This screen has three tabs: General, Extension Patterns, and Customized Arguments. The Extension Patterns tab is described on page 97. The Customized Arguments tab is reserved for advanced users, and should be ignored unless assisted by Startel.

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7 When you’re finished, click Save to save and close. Then continue with "Step 2: Defining Extension Patterns for a Scenario" on page 97.

Individual Scenario Settings: General Tab

Setting Instruction

Enable this Scenario Select or clear this checkbox to enable/disable the Sce-nario for service.

Scenario Name The Scenario name that was assigned previously is entered by default. You can change this name here, if nec-essary.

Scenario names can be a maximum of 20 characters, and can contain letters, numbers, and the underscore charac-ter. (Spaces cannot be used). If you enter an invalid name, an error is reported.

Note: Startel currently employs, and recommends, a naming convention for Scenarios. (This is not a rule, just a recommendation.) Using this convention, a name will have multiple segments separated by an underscore. The first segment will be a functional descriptor; the second, a Call Priority value; the third, a Call Queue ID, the fourth, a Client Throttle, the fifth, a Call Queue Throttle (for example, LIVE_30_10_10_0).

Scenario Group If you assigned the Scenario to a Scenario Group in Step 3, the selection is shown here. Otherwise N/A is displayed.

Scenario Priority Enter a numeric value to indicate a Scenario’s priority with respect to other Scenarios that are assigned to the same Scenario Group.

0 should be entered to indicate highest priority. Higher val-ues indicate lower relative priority.

Answer First Select this checkbox if you want an answer signal sent immediately back to the phone company (or other switch) when calls for this Scenario enter the switch.

Ring First N/A

Hangup Last Select this checkbox if you want to hang up on the caller at the very end of the Scenario Call Flow.

Scenario Description Enter text describing the Scenario. (This is optional, but helpful.)

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Step 2: Defining Extension Patterns for a Scenario

The Extension Patterns tab of the Individual Scenario Settings screen is used to identify phone extension patterns that should be recognized for inbound calls associated with the Scenario.

By default, Scenarios are configured to recognize any number that is two digits or longer, as indicated by the following entry: _X. (The period at the end acts as a wildcard for any number of digits.)

It will only be necessary to change this setting if the default entry is not appropri-ate. For example, if you wanted to dedicate a Scenario to one or two incoming phone numbers only, you would need to change the default entry to specify those specific numbers. Or, if you wanted a Scenario to accept calls for a specific area code only—for example, 949—you could set that up by entering this: _949X.

Follow these steps to define an extension pattern (or patterns) for a Sce-nario, if necessary:

1 If it’s not already open, select Visual Dialplan > Scenario List from the Web Config Main Menu to display the Scenarios List page.

2 Locate the Scenario you’re working on, then open it by clicking the name link in the Scenario column.

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3 In the dialog that opens, click the Extension Patterns tab to display the default Extension Patterns entry.

By default, _X. is entered. This instructs the Scenario to accept any incoming number that is two or more digits. (X is a wildcard for a single digit, and the period that follows stands for any number of digits.)

4 If this default value doesn’t work for the Scenario you are defining, you can change this value, as appropriate. For example:

• If you want only specific phone numbers accepted for the Scenario, enter the exact numbers here, one per line, with NO leading underscore(s). (For example, 9495559876.)

• If you want only numbers with a specific area code accepted for the Sce-nario, enter an underscore, the area code, and X followed by a period. (For example, _949X. to indicate all numbers with a 949 area code.)


NOTES:

All entries in this screen except exact numbers must begin with an underscore.

If you want to specify multiple extension patterns for a Scenario, enter each on a separate line.

You can mix and match in this screen, as long as every separate entry is on a single line. For example, you could indicate an exact incoming phone number on the first line, and phone numbers with two specific area codes on the next two lines.

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Step 3: Defining Scenario Call Flow

Once basic Scenario parameters are defined, as described above, it’s necessary to define the Scenario Call Flow.

The Call Flow determines what happens to calls associated with the Scenario once they enter the system. For example, are the calls sent directly to a Call Queue associated with live agents? Which Call Queue are the calls sent to? Is a recorded announcement played to callers first? Is the call sent to an alternate Scenario during a certain time of day? Is music played to callers on Hold? And so on. Some aspects of Call Flow are relatively simple. Others are more complex.

The guidelines that begin on the next page provide general information on how to configure and manipulate Call Flow “elements.” Call Flow elements are the building blocks that define what happens to a call when it enters the Startel sys-tem. For specific information, or for assistance defining Scenario Call Flows for your site, please contact Startel.

Follow these guidelines when configuring a Scenario Call Flow:

1 If it’s not already open, select Visual Dialplan > Scenario List from the Web Config Main Menu to display the Scenarios List page.

2 Locate the Scenario you’re working on.

3 Double-click the icon that appears by default in the Call Flow column.

Details on Call Flow elements used in Base Scenarios are provided on page 107.

NOTE: The contents of the Call Flow column may not accurately reflect the number of elements used in a Scenario. For typical screen resolutions, a maximum of three elements are shown in the column.

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A screen like the following opens:

Notice the icons that appear in this screen. These represent available Call Flow elements. Some you will need, and many you will not need. Notice also that this screen has multiple tabs. Each contains a different set of Call Flow elements.

To define each element that you need in a Scenario, you will drag the icon down to the lower part of the screen, double-click on it, then configure pop-up parameters.

For example: To assign a Call Queue to a Scenario, you’ll drag the (Call Queue) icon down, double-click on it, and configure settings like the following:

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When you’re finished configuring all the different elements you need, you end up with a screen containing element icons separated by arrows:

The order of the elements in the screen determines the order of actions that occur when a call enters the switch. The arrows are not elements; they simply represent the forward sequence of events.

To move an element to another location in the sequence: Drag it and hover it over the icon that is currently at the location where you want to move it. When you see the other icon move, drop it at the new location.

To delete an element: Drag the icon to the garbage can in the lower-right corner of the screen.

NOTE: Once you’ve dragged a Call Flow element down to the configuration area, that element appears in the Configuration area no matter which tab is selected in the Call Flow screen.

NOTES: Remember: Your Soft Switch comes with a set of pre-defined Scenarios

that are designed to minimize the need to add new ones. If you DO need to define a new Scenario, the easiest way to do it may be to edit an existing pre-defined Scenario. Please note: If you alter a Base Scenario, it will affect all Scenarios that reference that base.

If you need assistance defining a Scenario for your system, contact Startel Technical Support.

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A Note About the Code Block Element

Since Startel will normally define your Scenarios for you, this manual does not cover all the differ-ent elements that can be used to define a Scenario Call Flow (of which there are many). However, since the “Code Block” element is fundamental to most Startel-defined Scenarios and Base Sce-narios (and since the “variables” or “arguments” used in Code Blocks are mentioned elsewhere in this document) it’s probably a good idea to mention a couple of things about this particular element.

The code block “icon” looks like this — and it opens a dialog box like this:

Unlike most Call Flow elements, this one consists primarily of a field for inputting programming code.

In a Scenario, this code normally contains a reference to a Base Scenario, and “arguments” that supply values to variables defined in the Base Scenario. For example, in this same Code Block, 30, 10, 10, and 0 are first, second, third, and fourth “arguments” supplied to the LiveAnswer-base Scenario. (The fourth argument is inactive in the Base Scenario.)

You will see arguments and variables referenced in "Startel Pre-Defined Base Scenarios" on page 103.

NOTE: For details on additional elements used in the Startel pre-defined Base Scenarios, see "Call Flow Elements Used in Base Scenarios" on page 107.

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Startel Pre-Defined Base Scenarios

At the time of this writing, the following six Base Scenarios are delivered with the Startel Soft Switch.

NOTES:

Your Soft Switch may be set up with additional Base Scenarios designed specifically for your site.

Please note the following with respect to Call Priority values, which are set in all the described Base Scenarios. Calls with the highest values are answered most quickly. (A higher priority call will always jump ahead of lower priority calls waiting in the Call Queue.) 30 is typically used to indicate a “normal” priority.

Please note the following with respect to Client Throttling values, which are set in all the described Base Scenarios. The Client Throttle determines how many calls for a client will be accepted before a busy signal is issued. Assigning a 0 value means no Client Throttle.

All Base Scenarios are set up to record calls (assuming that the associated Call Queues supports recording). If you do NOT want some calls recorded, disable recording for the Call Queue(s) to which those calls are assigned. (To disable recording for a Call Queue, select N/A for the Monitor Format setting described on page 65.)

For details on the Call Flow elements that are used in the pre-defined Base Scenarios, see page 107.

Base Scenario Name Description

VSR_VP The VSR_VP Base Scenario:

• Sends the call to an external Voicemail system without an offset of the Client ID.

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LiveAnswer-base The LiveAnswer-base Base Scenario:

• Sets the Call Queue Priority value, defined here as a variable. The final value must be supplied as a “first argument” in a Scenario that references this base.

• The call type at this point will be reported to agents as an ‘F.’

• Sends the call to a Call Queue with ringing until it’s answered by an agent. The Call Queue is defined here as a variable. The final value must be supplied as a “second argument” in a Scenario that refer-ences this base.

• Sets the Client Throttle value, defined here as a variable. The final value must be supplied as a “third argument” in a Scenario that ref-erences this base.

• Records the call (if recording is supported by the Call Queue).

NOTE: The only difference between this base and LiveAnswerM-base is that ringing (and not music) is heard by callers waiting in the Call Queue.

LiveAnswerM-base The LiveAnswerM-base Base Scenario:



• Sends the call to a Call Queue with music played until it’s answered by an agent. The Call Queue value is defined here as a variable. The final value must be supplied as a “second argument” in a Scenario that references this base.



NOTE: The only difference between this base and LiveAnswer-base is that music (and not ringing) is heard by callers waiting in the Call Queue.


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GenAA-base The GenAA-base Base Scenario:





• Plays a Generic Automated Announcement if the call is not answered within 18 seconds (this timer is typically adjusted during the installation).

• When the announcement is finished, sends call back to the Call Queue (defined as a “second argument”), with music played until it is answered. Note: The call type at this point will be reported to agents as an ‘f.’


PAA-base The PAA-base Base Scenario:





• Plays a Personalized Automated Announcement if the call is not answered within 18 seconds (this timer is typically adjusted during the installation).

• When the announcement is finished, sends the call back to the Call Queue (defined as a “second argument”), with music played until it is answered. Note: The call type at this point will be reported to agents as an ‘f.’



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PAAI-base The PAAI-base Base Scenario:

• Sets a Call Queue Priority value, defined here as a variable. The final value must be supplied as a “first argument” in a Scenario that ref-erences this base.


• Immediately answers a call and plays a Personalized Automated Announcement.

• When the announcement is finished, sends the call into a Call Queue (defined as a “second argument”) with music played until it is answered. Note: The call type at this point will be reported to agents as an ‘f.’



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Call Flow Elements Used in Base ScenariosSince Startel normally defines both Base Scenarios and Scenarios for customer sites, and since most available Call Flow elements will probably never be used by most sites, this manual does not document all the Call Flow elements that are available. However, the Call Flow elements that are used in the standard pre-defined Base Scenarios, and a Time-Period-Based Jump element (which allows you to add Time-based conditions to Scenarios), are described below.

For each described element, you will see:

• The icon that identifies the element.

• The Call Flow screen tab in which the element is found.

• The element name, and how to configure the element.

Note: The “Time Period Based Jump” element described on page 111 is not the only “Conditional” Scenario element. However, most others require the use of programming code, and will therefore require assistance from Startel.

Icon Tab Name & Associated Settings

General “Dial to Destination” Element

This element sends calls to a specific phone number. Settings work as follows:

• Dial Destination: This sets the call destination. You have the option of selecting from a drop-down list, or typing an entry, as shown above. When a variable is entered, the value is provided by the Scenario that references the Base Scenario containing this element. (In the sample above, ${EXTEN} represents the phone number that will be dialed.)

• Dial Timeout: This sets the number of seconds to ring the extension before the ringing times out. If you leave this field empty, the phone will ring until the phone is answered or the calling party hangs up.

• Generate ringing tone for calling party: Selecting this checkbox causes the calling party to hear ringing before the call is answered. When this is not selected, the caller will hear whatever is generated by the target desti-nation.

• Allow calling party transfer call: Selecting this checkbox allows the call-ing party to transfer the call.

• Allow agent transfer call: Selecting this checkbox allows the agent at the designated extension to transfer the call.

• Continue when agent hangs up: Selecting this checkbox directs the switch to implement the next element in the Scenario after the agent at the dialed destination hangs up.

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General “Play Back Voice Prompt” Element

This element plays a voice prompt to a caller. Settings work as follows:

• Playback Audio File: This determines the voice file that is played. You have the option of selecting a file from the drop-down list, or typing an entry, as shown above. When a variable is entered, the value is provided by the Scenario that references the Base Scenario containing this element.

• Playback bypass with a DTMF: Selecting this checkbox allows the caller to bypass the recording using a DTMF code.

General “Call Queue” Element

This element sends calls to a particular Call Queue, and enables/disables a number of additional options. Settings work as follows:

• Call Queue: Specifies the Call Queue to be used by the associated Sce-nario. You have the option of selecting a Call Queue from the drop-down list, or typing an entry, as shown above. When a variable is entered, the value is provided by the Scenario that references the Base Scenario con-taining this element.

• Queue Timeout: Specifies the number of seconds after which, if a call is not answered by an agent assigned to the queue, the next step in the Call Flow is implemented.


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Call Queue” Element - Continued......

• Ring instead of playing MOH: Selecting this checkbox causes callers to hear ringing instead of music while on Hold.

• Allow calling party to transfer call: Selecting this checkbox allows a call-ing party to transfer the call.

• Allow Agent transfer call: Selecting this checkbox allows the agent to transfer the call.

• Continue when agent hangs up: Selecting this checkbox allows a call to continue after the agent hangs up. When this checkbox is not selected, the call is disconnected from the system when the agent disconnects.

General “Code Block” Element

This element provides instructions to the Soft Switch using programming code.

When you use this element in a Scenario that references a Base Scenario, you supply specific values for variables entered in the Base, as shown here. In this sample Code Block element (which points to the LiveAnswer-base Sce-nario), the values inside the parentheses (30, 10, 10, 0) supply Call Priority, Call Queue ID, Client Throttle, and Call Queue Throttle values to variables entered as ${ARG1}, ${ARG2}, ${ARG3}, and ${ARG4} in the Base Scenario.

(Client Throttle determines how many calls for a client will be accepted before a busy signal is issued. Call Queue Throttle sets the maximum number of calls that can be waiting in a Call Queue. A 0 value indicates an unlimited number.)

NOTE: Startel will normally configure this element, since it requires specific programming knowledge.


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Startel “Startel Set Call Type” Element

This element, when activated in a Call Flow, determines the “Call Type” that is displayed in Agent Interface. Choices are:

• H - Hold• I - Incomplete• C - Check In• A - Action• P - Parked• T - Thru Connect• r - Ring, No Answer• b - Busy• M - Meet Me Page• B - Bridge Call• f - PAA Call New Call Queue• h - PAA Call Hold Call Queue• v - VSR Call• t - Telset Call• x - VSR Transcription• a - Auto Answer

Startel “Startel Change Client ID” Element

This element is used to change the Client ID associated with a call. You have the option of selecting a specific Client ID from a drop-down list, or typing an entry, as shown here. When a variable is entered, the value is provided by the Scenario that references the Base Scenario containing this element.


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Call Flow “Time Period Based Jump” Element

This element allows you to define a Scenario with two different time-depen-dent paths. For example, you could set up a Scenario that sends callers to one Call Queue between the hours of 8:00 am and 5:00 pm, and to another Call Queue “after hours.”

NOTE: This element simply defines the time conditions for the dual paths. Once you define this element, the Call Flow display splits into two sections: one for defining a YES path (yes, this specified time is “true”), and one for defining a NO path (no, this time is “not true”).

Settings work as follows:

• Jump Label: Displays a read-only label assigned to the “Jump” element by default. (Note: When you Save this element, two “Jump” elements are added to the Call Flow display: one with this number, and one with the same number, but followed by -0 instead of -1. The -1 identifies the “YES” branch of the Scenario. The -0 identifies the “NO” branch.)

• Time [H:M]: From and To input fields allow you to specify the time period during which the YES Scenario path should be used. Times should be entered as Hours and Minutes, in Military format. For example, in this for-mat, 12:00 midnight should be entered as 0:00,12:00 noon is 12:00, 6:00 PM is 18:00, 11:30 PM is 23:30, and so on.

• Day of Week: Two input fields allow you to specify the days of the week during which the YES Scenario path should be used. For example, enter mon - fri for Monday through Friday. (Enter days as sun, mon, tue, wed, thu, fri, sat—in upper, lower, or mixed case.)

• Day of Month: Two input fields allow you to specify the days of the month during which the YES Scenario path should be used. For example, enter 1 - 7 for the 1st through the 7th of the month.

• Month: Two input fields allow you to specify the months during which the YES Scenario path should be used. For example, enter jan - dec if it should be used all year, or jan- jan if it should be used in January only, and so on. (Enter months as jan, feb, mar, apr, may, jun, jul, aug, sep, oct, nov, dec—in upper, lower, or mixed case.)


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Importing to Visual Dialplan > Scenarios from an .XML File

This feature, which was developed for a very specific one-time usage, will not be applicable, or useful, to most sites. (And it may be removed in the future.) If you are instructed to use this feature, contact Startel for assistance, if necessary.

Importing to Visual Dialplan > Scenarios from a .CSV File

If your Startel system is converting from a Digital Switch to a Soft Switch, you can use a Visual Dialplan “Import” feature to transfer Split Group data to your Soft Switch Scenarios. Consult Startel for information on how to export Split Group data to a compatible CSV file.

Here is a simple example of what an import-ready CSV file might look like opened in Notepad:

Follow these steps to import Split Group Data to Soft Switch Scenarios:

1 Select Visual Dialplan > Scenario List from the Web Config Main Menu.

2 Click (second) to open the following prompt:

3 If you want the first row of the file to be interpreted as column names, select the checkbox.

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4 Use the Browse feature to specify the path to the CSV file. Then click Import.

A Step 2 prompt is displayed:

5 For each listed Split Group, select from the drop-down menus to assign the appropriate Scenario Group and Scenario.

6 Click Finish.

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Visual Dialplan > One Number Lookup

Selecting Visual Dialplan > One Number Lookup displays a screen from which you can define and maintain a One Number Lookup Table.

A One Number Lookup Table is an optional Soft Switch feature that can save you money by allowing you to provide the same DID to multiple clients, or all clients.

It works like this:

• When a DID enters the Soft Switch, and your site has a One Number Lookup Table, the One Number Lookup table is checked for that DID.

• If the DID is listed there, the ANI or RDNIS associated with the call is used to “lookup” the unique client identifier and assign the call to the appropriate Sce-nario.

See "Adding Items to a One Number Lookup Table" on page 115 for instruc-tions on how to set up a One Number Lookup table for your system.

NOTE: Since the One Number Lookup Table assigns calls to Scenarios, the Routing table is not used for calls associated with the One Number Lookup table.

To edit an item listed in the One Number Lookup table, click the number in the DID column.

To enable, disable, or delete an item, select the item, then click Enable, Disable, or Delete at the bottom of the list.

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Adding Items to a One Number Lookup Table

Follow these steps for each DID that you have assigned to multiple clients:

1 Select Visual Dialplan > One Number Lookup from the Web Config Main Menu.

2 If the “DID List” option is not already selected, click the link that is labeled Switch to DID List.

3 Click to display the One Number Lookup “Quick Add” bar.

4 Open the Scenario Group drop-down list and select the Scenario Group for which this entry should apply. This will normally be incoming.

5 In the DID field, enter the DID number that you want “looked up.”

6 If you want the ANI associated with the call to identify the associated client, select the Lookup ANI checkbox. (The ANI is the phone number of the calling party.)

To perform this procedure you will need:

One of more DIDs to add to the table.

For each DID: The “Called Number” values assigned (in Client Maintenance) to the clients who will share the DID.

For each client associated with a given DID: The ANI and/or RDNIS number(s) that will be used to identify the client associated with an incoming call.


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7 If you want the RDNIS associated with the call to identify the associated client, select the Lookup RDNIS checkbox. (The RDNIS is the originally dialed num-ber from which a call was forwarded.)

8 Click Add DID.

The item is now added to the One Number Lookup table.

9 Click Switch to Exten List.

10 Click to display this One Number Lookup “Quick Add” bar.

11 In the Extension field, enter one of the ANI or RDNIS numbers that will be calling or forwarded to the DID you just entered. This should be entered as a number with no spaces, dashes, or parentheses.

12 Open the Forward Scenario drop-down menu and select the Scenario that should be used for the call.

13 Fill in the Forward Client ID field with the “Called Number” value (ideally, also the Client ID) that is assigned to the appropriate client in Client Maintenance.

14 Click Add Exten.

15 Repeat Steps 10 - 14 for each ANI or RDNIS number that you want to associ-ate with the DID you entered in Step 5.


the Main Menu bar.

17 Repeat Steps 2 - 15 for each DID that you want “looked up” in the One Num-ber Lookup table.

NOTE: It’s OK to select both Lookup ANI and Lookup RDNIS.

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Visual Dialplan > Lookup Table

Selecting Visual Dialplan > Lookup Table from the Web Config Main Menu dis-plays the screen that is used to define and manage a Lookup Table.

You may or may not need a Lookup Table for your system. A Lookup Table will be necessary for your site if your Soft Switch will be receiving incoming phone num-bers whose last (typically four) digits do NOT correspond to the target client’s “Called Number.” (Ideally, this is also the client’s Client ID.)

A Lookup Table, when necessary, uses the ANI or RDNIS (forwarded number) associated with the call to “look up” the appropriate Client Extension value. This will be passed to the system Routing Table, which will use it to assign the call to a Scenario.

From the Visual Dialplan > Lookup Table screen you can:

Click to add a new item to the Lookup Table. ("Adding an Item to the

Lookup Table", below.)

Click a number in the DID column to review or edit an existing Lookup Table entry.

Click Enable or Disable to enable/disable a selected entry.

Click Delete to delete a selected entry.

NOTE: For cases in which a DID is shared by multiple clients, you will need to define a One Number Lookup table. See page 114 for details.

Called Number and Client ID values are assigned to clients in the Client Maintenance plug‐in.

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Adding an Item to the Lookup Table

Follow these steps to add an item to your system’s Lookup Table:

1 Select Visual Dialplan > Lookup Table from the Web Config Main Menu.

2 Click to display the Lookup Table “Quick Add” bar.

3 Configure Lookup parameters as appropriate for the entry:

• Scenario Group: Open the drop-down menu and select the Scenario Group appropriate for the entry. This will most commonly be Incoming. Scenario Groups are typically pre-defined by Startel. Consult Startel if your site has multiple defined Scenario Groups, and you are unsure which to select.

• DID: Enter the phone number for which the “lookup” is required. This is the number that is sent from the phone company to the Soft Switch.

• ANI: If you want to convert the incoming number to a Client Extension (Destination Extension) based on the call’s ANI, enter the ANI here. (ANI is the number of the calling party.)

• RDNIS: If you want to convert the incoming number to a Client Extension (Destination Extension) based on a redirected call’s originally dialed num-ber, enter the RDNIS value here. (RDNIS is the originally dialed number associated with a forwarded call.)

• Forward Scenario: If you want to bypass the Routing Table and assign the call to a Scenario from the Lookup Table, open the Scenario drop-down menu and select the Scenario appropriate for this call. Otherwise, select N/A. (Note: Using this feature is not generally recommended. For troubleshooting purposes, it is recommended that Scenarios be assigned from the Routing Table.)

• Forward Extension: Enter the extension assigned to the client associ-ated with the call. This number—which is the “Called Number” (and, ide-

To perform this procedure, you will need:

A list of the incoming phone numbers that don’t provide client “Extensions.” (These may include DIDs that are not unique to a single client, and “original phone numbers” from which calls may be forwarded to the Soft Switch (called RDNIS numbers).

You should also know which Scenario Group to use for each incoming phone number. (It will normally be Incoming. Consult with Startel if you aren’t sure.) Scenario Groups are defined for you by Startel.

It’s recommended that you read the first two sections of Chapter 1 before configuring Visual Dialplan tables.


Extension numbers are normally, but not necessarily, 4 digits.

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ally, also the Client ID) in Client Maintenance—corresponds to the Extension value in the system Routing table. (Note: This value is required, even if you opt to send the call directly to a Scenario using the Forward Scenario feature.)

4 When you’re finished, click Add Lookup.

The entry is now listed at the top of the Lookup table—enabled, by default.


the Main Menu bar.

Visual Dialplan > Routing Table

Selecting Visual Dialplan > Routing Table from the Web Config Main Menu dis-plays the screen that is used to define and manage your system’s Routing Table.

The Routing Table is the Soft Switch mechanism that assigns calls to the “Scenar-ios” that define how individual calls are handled.

From the Visual Dialplan > Routing Table screen you can:

Click to add a new entry to the Routing Table. ("Adding Items to the

Routing Table", below.)

Click to import Routing Table entries from a .CVS file. (See page 121.)

NOTE: If you want to disable the new Lookup Table entry, select the

checkbox in the far-right column and click Disable.

NOTE: The Routing Table may (but won’t necessarily) route calls based on values passed from a Lookup Table. See the first two sections of Chapter 1 for information on how these system components interact.

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Click to export Routing Table entries to a .CVS file. (See page 123.)

Click a number in the Extensions column to review or edit an existing Routing Table entry.

Click Enable or Disable to enable/disable a selected entry.

Click Delete to delete a selected entry.

Adding Items to the Routing Table

The Routing Table you define for your system is the mechanism that associates the calls that enter your system with the Scenarios that determine how the calls are handled. To construct a Routing Table, Scenarios and Scenario Groups should have already been defined for your site. Scenarios and Scenario Groups are normally defined with the assistance of Startel.

Follow these steps to add an item to your system’s Routing Table:


2 Click to display the Routing Table “Quick Add” bar.

3 Open the Scenario Group drop-down menu and select the Scenario Group associated with the entry.

4 In the Extension field, enter the number that identifies the client associated with the entry. (This will be the client’s “Called Number” in Client Maintenance, and, ideally, also the “Client ID.”)

5 Open the Forward Scenario drop-down menu and select the Scenario to which calls for this client/extension should be forwarded.

6 When you’re finished, click Add Route.

To perform this procedure, you will need:

A list of the “Called Numbers” that have been assigned to individual clients in Client Maintenance. (In the Routing Table, these are referred to as “Extensions.”)

For each item on this list, you will need to know which Scenario Group and Scenario to use for the “Extension.”

To select an entry in the Routing Table, click the checkbox in the entry’s far‐right column.

Extension numbers are normally, but not necessarily, 4‐digits.

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The new entry is added to the Routing Table—enabled, by default.

7 Repeat steps to add additional entries to the Routing Table.


the Main Menu bar.

Importing Routing Table Entries From a .CSV File

If necessary, you can import entries to a Routing Table from a .CSV file. You may need to do this if you’re transferring data from one site to another, from one Startel switch to another, or if you’re restoring data that you’ve exported for backup pur-poses.

Follow these steps to import Routing Table entries from a .CSV file:


2 Click .

NOTE: Notice the Customized Arguments column. This column displays Scenario customized argument names and values if Forward Scenarios have customized arguments.

NOTE: See page 123 for details on how to export Routing Table data to a .CSV file.

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An Import dialog is displayed:

Notice in this dialog that it shows you how the file needs to be formatted: In three columns—Scenario Group, Extension, and Scenario—and separated by commas.

3 If you want the first row of the file to be interpreted as column names, select First row consider as column name.

4 Select or clear the checkbox labeled “Append and overwrite existing data,” depending on your preference.

• When this checkbox is selected: Items that do NOT already exist in the table are added, and items that DO exist in the table are overwritten with the imported data.

For example: If NO item for Scenario_Group 1 + Extension 3456 + Scenario_Name exists, a new item is added. If an entry for Scenario_Group1 + Extension 3456 + Scenario_Name already exists, the item is overwritten with a new Scenario_Name value.

• When this checkbox is NOT selected: Only items that do not already exist in the database are added. Existing values are never overwritten.

5 Click Browse and select the .CSV file containing the data you want to import.

6 Click Import.

The items contained in the imported file are added to the Routing Table, enabled, with the current date and time entered in the Last Updated column.

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Exporting Routing Table Entries to a .CSV File

Using a Visual Dialplan > Routing Tables export feature, you can export Routing Table data to a .CSV file. This file can then be used to import the data into another Startel Soft Switch instance, if necessary.

Follow these steps to Export Routing Table entries to a .CSV file:

1 Select Visual Dialplan > Routing Table from the Web Config Main Menu to display the Routing Table screen.

2 If you do NOT want to export ALL items, but only items for a specific Sce-nario, type a string in the Main Menu Search field that will select the items you want to include. (The search will apply to the Scenario field only.) For example, you could type paa to include only items associated with a Scenario that begins with PAA_.

3 Click at the top of the screen.

An Export prompt is displayed:

Notice the checkbox that reads, “Filter with current search criteria.” If you select this checkbox, only items that are currently selected using the Main Menu “Search” feature will be exported. Otherwise, all items will be exported, even if you have filtered the list.

4 Select or clear the “Filter” checkbox, as appropriate.

5 Click Export.

A file named routingtable.csv is created.

6 When prompted to open or save the file, open and/or save the file to the loca-tion of your choosing.

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Visual Dialplan > Audio Files

Selecting Visual Dialplan > Audio Files opens a screen and set of features that are under development, and not available at the time of this writing. When these become available, you will be able to upload and manage three types of audio files: Announcement, Voicemail, and Music on Hold.

Do not attempt to use features in this section unless directed to by a Startel tech-nician. If you have questions on future availability, contact Startel.

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VOICE LOGGERVoice Logger is a Startel feature that records live inbound and outbound phone conversations, and stores them as discreet digital (WAV) recordings that can be played back.

The Voice Logger section of the Web Config interface is used to manage the voice files (called Logger clips) that are generated by the Voice Logger. To access features in this section, select Voice Logger, then select an item from the drop-down menu

For details on the screens and settings associated with each Voice Logger sub-menu item, refer to these topics:

Voice Logger > Most Recent Loggers (page 126)

Voice Logger > All Loggers (page 127)

Voice Logger > Archived Folders (page 128)

Voice Logger > General Options (page 130)

Performing a Voice Logger “Advanced Search” (page 132)

NOTE: The WAV format for Logger clips is controlled by the Call Queue Monitor Format setting described on page 55. This is the Startel-required format for this setting. However, please note that when Logger clips are played, and for archiving, they are converted to (smaller) MP3 files.

A Note on Recording Calls

All Startel-designed Scenarios are defined to record calls, unless you request otherwise. The “record” instruction is normally controlled by the Call Queue associated with the Scenario. Call recording is also impacted by a line like the following in the base Scenario’s “Code Block” element:

macro(SetRecFile)

If you remove this line from a Scenario’s Code Block element, you won’t be able to find call recordings associated with the Scenario.

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Voice Logger > Most Recent Loggers

Selecting Voice Logger > Most Recent Loggers opens a screen that lists your most recently recorded Voice Logger clips. The newest clips are listed at the top of the screen.

.

From the Voice Logger > Most Recent Loggers screen you can:

Click to refresh the screen with brand new Logger clips, if available.

Click to play the associated Logger clip.

Click Save to Local to save a selected Logger clip to a local file.

Click Email to e-mail a selected Logger clip.

NOTE: The Most Recent Loggers screen shows Logger clips recorded over the last seven days.

See page 132 for details on a special “Advanced” Search function that is available for searching Voice Logger clips.

TIP: You can use the Search feature on the Main Menu to quickly locate specific Logger clips. For example, typing 714 into the Search field would display only clips whose Calling Extensions or Client IDs start with 714. If necessary, you can also use a more advanced Search function. See page 132 for details.

To select a listed Logger clip, select the checkbox in the far‐ right column.

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Voice Logger > All Loggers

Selecting Voice Logger > All Loggers opens a screen that lists ALL the Voice Logger clips, including those that have been archived. The newest clips are listed at the top of the screen.

.

From the Voice Logger > All Loggers screen you can:

Click to refresh the screen with brand new Logger clips, if available.

Click to play the associated Logger clip.



NOTE: Archiving frequency is controlled by a setting at Voice Logger > General Options. See page 130 for details.

See page 132 for details on a special “Advanced” Search function that is available for searching Voice Logger clips.


To change the number if items listed per page, use the Rows/Page control.

To select a listed Logger clip, select the checkbox in the far‐ right column.

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Voice Logger > Archived Folders

Selecting Voice Logger > Archived Folders from the Web Config Main Menu opens a screen that lists your Voice Logger Archive folders. You can open these archives, if necessary, to locate an archived Logger clip.

.

From the Voice Logger > Archived Folders screen you can:

Click at the top of the screen to process and get updated Archive folders.

Click to process (refresh) a particular Archive folder, if necessary.

Click to access the contents of an Archive folder (See page 129).

NOTE: Archiving parameters are controlled by setting at Voice Logger > General Options.See page 130 for details.

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Opening an Archived Folder

Just because a Logger clip is archived, doesn’t mean you can’t easily access its contents.

Follow these steps to access Logger clips in an archived folder:

1 Select Voice Logger > Archived Folders from the Web Config Main Menu.

2 When the Archived Folders list is displayed, locate the record for the folder

you want to open, and click the icon.

A screen opens to list the Logger clips stored in the archive.

3 From here, you can do any of the following, as necessary:

Click Play to play the associated Logger clip.



For details on the parameters that control Logger archiving, see Voice Logger > General Options on page 130.


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Voice Logger > General Options

Selecting Voice Logger > General Options from the Web Config Main Menu opens the screen that sets Voice Logger Archiving parameters for your system.

You don’t normally have to configure this screen, since it’s populated with stan-dard default settings. However, you can adjust these settings to better suit your system, if necessary. See the table that follows for details.

Voice Logger General Settings

Setting Instruction

Voice Logger Archive Run Every Enter values to specify how often, and at what time (in 24-hour military format), Logger clips should be archived.

The default setting is every Five Days.

A drop-down menu offers additional options, including every: Two Days, Three Days, Week, Ten Days, Month, and Half Month.

A Disable option is also available. This setting disables the Archiving feature.

Voice Logger File System Specify the network path to your Voice Logger File sys-tem.

By default, / is entered. When your system is set up, a Startel engineer may change this to a path appropriate for your site.

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Voice Logger Network Archiving Path

Specify the network path to the location where you want to store archive files.

By default, /mnt/recordings is entered. When your system is set up, a Startel engineer may change this to a path appropriate for your site.

Voice Logger DVD Archiving Path Specify the network path for DVD archiving.

By default, /mnt/dvd is entered. When your system is set up, a Startel engineer may change this to a path appropri-ate for your site.

Minimum Free Space Percentage (of 100)

Enter a value to specify the percentage of free space that should be available in your system for archive files.

15 (i.e., 15%) is entered by default.

Out of Space Archive Days Specify the number of days of archive files that should be removed if the free space specified above becomes unavailable.

5 is normally entered by default.

Note: The feature may or may not be supported, depending on the CMC version you are using. Consult Startel for more information.

Last Archive Date Time This read-only entry indicates the date and time that your Voice Logger clips were last archived.

Setting Instruction

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Performing a Voice Logger “Advanced Search”

Clicking the icon on the left side of the Voice Logger Search field displays Advanced Search features that you can use to conduct a more detailed search of your Voice Logger clips. In an Advanced Search, you can locate clips that match multiple specified Search strings, or times. For example, using an Advanced Search, you could quickly locate clips associated with both a particular agent and a particular Client ID. .

To conduct an Advanced Search:

1 Click the icon.

2 Fill in one or more of the displayed fields with a string or time identifying the clip(s) you’re looking for. (If you enter a string, values starting with that string will be found.)

3 Click Adv Search.

The list will be refreshed to display only those item that match ALL the criteria you specified.

4 If, afterwards, you want to re-display the complete list, simply blank out the Advanced Search fields and click Adv Search.

5 To close the Advanced Search area, click the icon again.

Please note that when you perform a Search using multiple criteria, the Search locates only items that match ALL specified criteria. That is, the AND—not the OR— Boolean operator is applied to the Search.

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VOICE MAILNew Voice Processing services for the Startel Soft Switch are currently under development, and will be available soon.

In the meantime, Voice Mail features in the Web Config application are NOT fully supported or recommended, unless under the specific guidance of Startel.

For information on short term alternatives for providing Voice Mail services to your customers, please contact Startel Sales or Technical Support.

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134

Startel Soft Switch Configuration User’s Guide Index

IndexAAccess Logs

and Page controls 47deleting items from 47information in 47

adding a Call Queue 50adding a Conference Bridge 86adding a Remote device

Address 44adding a Scenario 94adding an item to Lookup

Table 118adding Call Queues in bulk 59adding Entries to the Routing

Table 120adding items to One Number

Lookup table 30, 115adding new User account 33adding SIP phone

extensions 69adding trunks 83Admin Role 40Admin User account

changing default username and password 32

and Lookup Table 118ANI 10, 29, 30

and Lookup Table 117, 118and One Number Lookup table 114, 115

Announcement audio files 124Apply Configuration Changes

button 39and creating Backup file 25and error message 25and Restore Backup operation 43

seeing time elapsed since last use 45

using 25Audio Files 10, 124

BBackup

restoring 42Backup “Quick Add” bar 42Backup files 41

creating 42deleting 41

Base Scenarios (pre-defined) 93

descriptions of 103GenAA-base 105LiveAnswer-base 104LiveAnswerM-base 104PAA-base 105PAAI-base 106VSR_VP 103

CCall Flow 10, 99Call Flow elements 100, 107

Call Queue element 108changing sequence 101Code Block element 109Dial to Destination element 107

Play Back Voice Prompt element 108

Startel Change Client ID element 110

Startel Set Call Type element 110

Time Period Based Jump element 111

Call Flow instructions 14Call Queue element 108Call Queue element in

Scenario Call Flow 100Call Queue Name 50

and Startel recommendation for naming 50

Call Queues 10adding 50and Affinity Groups 26, 49Call Queue “Quick Add” bar 50

Call Queue Bulk Generating dialog box 59

Call Queue Bulk Generating settings 59

Call Queue Details settings 52

Call Queue Global settings 62

Call Queue ID 50compared to Split groups 12configuring (Getting Started instructions) 26

configuring global settings 61deleting 49disabling 49enabling 49Global settings for All Call Queues 62

individual vs global settings 27, 51

changing Admin Username and Password 32

Code Block element 109Code Block Scenario Call Flow

element 102and arguments 102

Conference Bridge “Quick Add” bar 86

Conference Bridgesadding 86and Scenarios 31configuring (Getting Started instructions) 31

configuring pins for 31deleting 86

Configure (SIP) Phone Details Dialog box 70

Configure Call Queue Details dialog box 51

Configure Trunk Details dialog box 84

Configure User Details dialog box 38

configuring global Call Queue settings 61

configuring phonesindividual vs global settings 70

creating a Backup file 42Customized Arguments 121

Ddefining Call Queues 26defining Conference Bridge 31defining extension patterns for

Scenarios 97defining Global Switch

settings 87defining Lookup Table 28defining phones in bulk 76defining Routing Table 27deleting Backup file 41

135


deleting Call Flow elements 101

deleting Call Queue 49deleting items from Access

Logs 47descriptions of System Status

screen areas 45Dial to Destination element 107Dialplan Validation link 19DID 11, 13, 29, 30, 118

and One Number Lookup table 114, 115

disabling Call Queue 49disabling Remote device

address 44DTMF 73

Eediting settings for Remote

device address 43enabling Call Queue 49extension patterns and

Scenarios 97

Ffirewall

and configuring a remote device to access switch 43

GGlobal Settings For All Call

Queues dialog box 61Global Settings For All SIP

Phones screen 79Global Settings for Voice

Logger 130Global Switch Features dialog

box 87Global Switch Features

settings 87

IIAX phone 11IAX phone extensions

and Startel assistance with adding 69

importing Scenarios from a CSV file 112

Individual Scenario Call Flow screen 100, 101

Individual Scenario General Tab settings 96

Individual Scenario Group dialog box 92

Individual Scenario Setting dialog box - Customized arguments tab 95

Individual Scenario Setting dialog box - General tab 95

Llaunching Web Config

application 15Logger clips

e-mailing 126, 127, 129playing 126, 127, 129saving to local file 126, 127, 129searching 126, 127, 129

Lookup Table 11, 14, 117adding items to 118and bypassing Routing Table 118

and Routing Table 117configuring (Getting Started instructions) 28

creating 118deleting entry 117disabling entry 117editing entry 117enabling entry 117what you need to configure 28

what you will need 118Lookup Table “Quick Add”

bar 118

Mmoving elements in Call Flow

screen 101Music on Hold 124

OOne Number Lookup “Quick

Add” bar 115, 116One Number Lookup DID

“Quick Add” bar 115One Number Lookup

Extension “Quick Add” bar 116

One Number Lookup Table 11, 13, 114

adding items to 115and non-use of Routing table 114

configuring (Getting Started instructions) 30

deleting entry 114disabling entry 114editing items 114enabling entry 114what you need to configure 30

what you will need 115

Ppage controls in list screens 37Phone “Quick Add” bar 69phone channel device type 74phones

adding IAX phone extensions 69

configuring 24configuring global SIP phone settings 78

defining in bulk 76deleting 68deleting phone extension 69disabling 68editing parameters 68enabling 68enabling/disabling 68individual vs global settings 70, 76, 78

specifying SIP protocol 69phones and assistance from

Startel 68Play Back Voice Prompt

element 108playing Logger clips 126, 127, 129pre-defined Scenarios 101procedures

accessing Logger clips in an Archive folder 129

adding a Remote Address 44adding a Scenario 94adding a trunk 83adding Call Queues 50adding Call Queues in bulk 59

adding Conference Bridge 86adding Scenario Group 92adding SIP Phone extension 69

adding User Account 33, 38changing Admin Username and Password 32

configuring Call Queues 26configuring Conference Bridges 31

configuring global Call Queue settings 61

136


configuring global SIP Phone settings 78

configuring Lookup Table 28, 118

configuring One Number Lookup Table 30, 115

configuring Routing Table 27, 120

configuring Voice Logger General options 130

creating a Backup (of the Soft Switch configuration) 42

defining global Soft Switch settings 87

defining phones in bulk 76exporting Routing Table entries to CSV file 123

importing Routing Table entries from CSV file 121

importing Scenarios from CSV file 112

refreshing Logger files list screen 126

restoring a Backup (of the Soft Switch configuration) 42

viewing all Logger clips 127viewing Logger Archive folders 128

viewing most recent Logger clips 126

viewing System Status information 45

viewing User access logs 47

RRDNIS 29

and Lookup Table 117, 118and One Number Lookup table 114, 116

recording customer calls 125preventing 56

Remote Access “Quick Add” bar 44

Remote device addressadding 44disabling 44

restarting the Soft Switch 46restoring a Backup

configuration 42and Apply Configuration Changes button 43

Routing Table 11, 14, 119adding items 120


deleting items 120disabling items 120editing items 120enabling items 120exporting entries to CSV file 123

importing entries from CSV file 121

what you need to configure 27

what you will need 120Routing Table “Quick Add”

bar 120Routing Table Export to CSV

prompt 123Rows/Page control 37

SScenario “Quick Add” bar 95Scenario Configure Role 40Scenario Group “Quick Add”

bar 92Scenario Groups 12, 91

adding 92defined by Startel 91deleting 91editing 91

Scenario Routing Configure Role 40

Scenarios 11, 14, 93adding 94Call Flow 99Call Queue element 100changing sequence of Call Flow elements 101

Code Block element 102compared to Split Groups 12configuring general Scenario settings 95

defining extension patterns for 97

deleting 94deleting Call Flow elements 101

description of pre-defined Base Scenarios 103

disabling 94enabling 94guidelines for configuring Call Flow 99

importing from CSV file 112Individual Scenario Call Flow screen 101

pre-defined Base Scenarios 103

pre-defined Scenarios 101understanding Scenarios and Base Scenarios 93

Scenarios listCall Flow column 99

seeing number of active channels in your system 46

settings instructionsAgent Phone Bulk Generating settings 77

Call Queue Bulk Generating settings 59

Call Queue Details settings 52

Global Call Queue settings 62

Individual Scenario General Tab settings 96

SIP Phone Details settings 71

SIP Phones Global settings 79

Trunk Details settings 84User Details settings 39Voice Logger General options 130

SIP Phone Details settings 71SIP phone extensions

adding 69SIP Phone Global settings 79SIP phones 12

adding SIP Phone extensions 69

configuring global settings 78configuring individual settings 69

Soft Switch Hostname and IP address 45

Soft Switch Web Configgetting started quickly 23

split groupscompared to Scenarios and Call Queues 12

Startel Change Client ID element 110

Startel Digital Switchhow Digital Switch Split groups compare to Scenarios and Call Queues 12

Startel Pre-defined Base Scenario 103

137


Startel Set Call Type element 110

Startel Soft Switchdescription of call processing stages 13

restarting 46seeing number of active channels 46

seeing number of calls processed since it’s been up 46

Switch Config 48application summary 18Call Queues screen 49menu 48menu items 48Phones screen 68sub-sections 18

Switch Config > Call Queues 49, 50

Switch Config > Call Queues > Bulk Add Queues 59

Switch Config > Call Queues > Call Queue General Options 61

Switch Config > Conferences 85

Switch Config > Global Features 87

Switch Config > Phones 68Switch Config > Phones > Bulk

Add Phones 76Switch Config > Phones > SIP

Phones General Options 78Switch Config > Trunks 83Switch General Role 40System Maintenance 36

Access Logs screen 47Backup & Restore screen 41menu 36menu and functions 36menu items 36Remote Access Control screen 43

summary 17System Status screen 45

System Maintenance "System Status" screen

Application Status area 46System Maintenance “System

Status” screenMounted File Systems area 46

Network Usage area 46System General area 45

System Maintenance > Access Logs 47

System Maintenance > Backup & Restore 41, 42

System Maintenance > Remote Access Control 43

System Maintenance > System Status 45

System Maintenance > Users 37

System Maintenance sub-sections 17

TT1 status 46Time Period Based Jump

element 111Trunk “Quick Add” bar 83Trunk Type parameter 84trunks

adding 83deleting 83disabling 83editing trunk settings 83enabling 83

UUser “Quick Add” bar 38User account

adding 38defining Password 38defining Username 38deleting 37disabling 37enabling 37Role options 40selecting in Users list 37

User accountsmanaging 37

user activity in Web Config application 47

User Details settings 39using Page controls in list

screens 37

Vviewing Web Config Access

Logs 47Visual Dialplan

Audio Files screen 124Lookup Table screen 117menu 90One Number Lookup screen 114

Routing Table screen 119sub-sections 19summary 19

Visual Dialplan > Audio Files 124

Visual Dialplan > Lookup Table 118

Visual Dialplan > One Number Lookup 114

Visual Dialplan > Routing Table 119

Visual Dialplan > Scenario Groups 91

Visual Dialplan > Scenario List 93

Voice Logger 12Advanced Search function 132

All Loggers screen 127Archive folders 128Archived Folders screen 128Archiving frequency 130Archiving parameters 130file system 130General Settings 130how call recording is controlled 125

menu 125minimum free space for 131Most Recent Loggers screen 126

sub-sections 20summary 20

Voice Logger > All Loggers 127Voice Logger > Archived

Folders 128, 129Voice Logger > General

Options 130Voice Logger > Most Recent

Loggers 126, 132Voice Logger Archive

folders 128accessing contents 128opening 129updating 128

Voice Logger clipsarchiving frequency 127automatic conversion of WAV files to MP3 format 56, 125

e-mailing 126, 127, 129Monitor Format setting 56playing 126, 127, 129saving to local file 126, 127, 129searching 126, 127, 129

138


WAV format setting 56Voice Logger Role 40Voice Mail 21, 133Voice Mail Role 40

WWeb Config application

and viewing user activity 47launching 15

Web Config interface 15organization 16Switch Config section 48System Maintenance section 36

Visual Dialplan section 90Voice Logger section 125Voice Mail section 133

Web Config Login screen 15Web Config main menu 35Web Config menu/sub-menu

organizationand manual 35

Web Config overview 24Web Config procedures

recommended order 24Web Config User Accounts

adding 33Web Config User accounts

changing Admin Username and Password 32


default Admin and Logger accounts 32

Web Config Username and Password 16

139

Documents

Startel Soft Switch Configuration User Guide...7 Introduction This document describes how to use the St artel “Web Config” tool to configure the Startel Soft Switch. Chapters include: