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• Retrieval of presence from the PBX or Teams, to provide a display of presence in the jtel system in various views such as Agnet Home, Supervisor, MiniClinet...
• Aggregation of presence status from all attached systems, to provide an aggregated status for users and agents, so that they will be set to unavailable or busy when they are on the phone, for example.
• Notifications of call transfer and call pickup, which are used by the jtel system to set the correct agent to busy or free.
• Call answer functionality, so users can click on the answer button in the jtel client or mini client, and the connector will then send the command to the phone or device to pick up the call.

Our system support supports the following presence connectors:

Cisco

Cisco JTAPI is a Java-based telephony applications programming interface that serves as a basic call control API.

Provides application portability and independence from any particular telephony gear or any particular Operating System.

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Portal Configuration

The new presence connector is created as sysadmin in the jtel Web Portal.

Give the connector a good name, and select CiscoCUCM Jtapi (Version) as the connector type.

The Configuration of the connector uses XML. The following example XML is used in the table below, to explain the settings.

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<?xml version="1.0" encoding="UTF-8"?>
<config>
	<implementation>
		<jar>
			<base>jtel-system-presence-connectors-cisco</base>
			<version>1.0</version>
		</jar>
		<class>de.jtel.system.presence.connectors.cisco.v10.CiscoJTAPIImplementation</class>
	</implementation>
	<parameters>
		<providerName>IP_ADDRESS</providerName>
		<user>JTAPI_USER</user>
		<password><![CDATA[JTAPI_USER_PASSWORD]]></password>
	</parameters>
	<addressTranslators>
		<translator>
			<match>^1(..)$</match>
			<replace>498946149501$1</replace>
		</translator>
		<translator>
			<match>^2(..)$</match>
			<replace>498946149502$1</replace>
		</translator>
	</addressTranslators>
	<addressExcluders>
		<excluder>
			<match>^9(..)$</match>
		</excluder>
	</addressExcluders>
	<behavior>
		<syncAcdUsers>0</syncAcdUsers>
		<syncPbxUsers>1</syncPbxUsers>
	</behavior>
</config>

Settings

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implementation jar base

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jtel-system-presence-connectors-cisco.v10

OR

jtel-system-presence-connectors-cisco.v12

Currently, Cisco v10 or v12 is supported. Configure the appropriate Cisco version.

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1.0

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Use the password of the configured user with JTAPI access in the CUCM Server.

Note: if special characters (not allowed in XML) are included in the password, these must be escaped inside a CDATA section as shown in the example configuration above.

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If the numbers reported by the CUCM server via JTAPI are not fully qualified E.164, they can be translated.

This assumes the portal has been configured fully to E.164, and may not be necessary in all installations.

The address translator mechanism provides a way to normalise the numbers before they are used to update presence information in the jtel System.

A translator consists of two parts:

Match

A regular expression, which matches the number as reported by the CUCM.

For example, the following regex:

^1(..)$

Matches all 3 digit telephone numbers beginning with a 1. A grouping is used to isolate the last two digits of the number into group 1, referred to in the replacement as $1

Replace

The replacement to be made.

For example:

498946149501$1

This would cause the two digit matched group from the regex to be appended to the string 498946149501.

Example

Input: 123

Output: 49894614950123

Recommendations

Any number of translators can be used. They are all applied in sequence, so a little thought might be required to get the desired effect. It is recommended always to work with groupings and a specific length. Also, to prevent erroneous matches, the ^ (begin of string) and $ (end of string) regex operators should be used.

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Excluders are used to match number patterns which shall not be monitored.

For example, if trunks are passed to the jtel system, it does not make sense to monitor these entities.

An excluder consists of one part:

Match

A regular expression, which matches the number as reported by the CUCM.

For example, the following regex:

^9(..)$

Matches all 3 digit telephone numbers beginning with a 9, and will not setup monitor points to these numbers.

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Causes all reported extensions to be created as an ACD user. Setting this to 1 is not recommended.

Note: even if this is set to 0, the ACD users presence status will still be set according to the current Tel1 field in the user record, and TelActive (the active telephone number).

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Innovaphone

Connecting the Innovaphone PBX to the jtel System is described here: http://wiki.innovaphone.com/index.php?title=Howto:Jtel_ACD_-_jtel_GmbH_-_3rd_Party_Product

Portal Configuration

The new presence connector is created as sysadmin in the jtel Web Portal.

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<?xml version="1.0" encoding="UTF-8"?>
<config>
	<implementation>
		<jar>
			<base>tel-system-presence-connectors-innovaphone</base>
			<version>1.0</version>
		</jar>
		<class>de.jtel.system.presence.connectors.innovaphone.v11.InnovaphonePBX</class>
	</implementation>
	<parameters>
		<endpoint>https://<pbx-ip>/PBX0/user.soap</endpoint>
		<user></user>
		<password></password>
	</parameters>
	<behavior>
		<syncAcdUsers>0</syncAcdUsers>
		<syncPbxUsers>1</syncPbxUsers>
	</behavior>
</config>

Settings

jtel-system-presence-connectors-innovaphone

1.0

pbxUserName

pbxUserPassword

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Anchor
Nfon Connector Portal Configuration Nfon Connector Portal Configuration

Portal Configuration

The new presence connector is created as sysadmin in the jtel Web Portal.

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<?xml version="1.0" encoding="UTF-8"?>
<config>
	<implementation>
		<jar>
			<base>jtel-system-presence-connectors-nfon</base>
			<version>1.0</version>
		</jar>
		<class>de.jtel.system.presence.connectors.nfon.v1.NFONExtensionsEvents</class>
	</implementation>
	<parameters>
		<endpoint>https://nmonitoring-api.nfon.com/queues/extensions/events</endpoint>
		<endpoint_names>https://nmonitoring-api.nfon.com/queues/extensions/</endpoint_names>
		<user>KXXXX</user>
		<password>AAAAABBBBBCCCCCDDDDDEEEEEFFFFFGGGGG</password>
	</parameters>
	<behavior>
		<syncAcdUsers>0</syncAcdUsers>
		<syncPbxUsers>1</syncPbxUsers>
	</behavior>
</config>

Settings

Only the settings in the areas parameters and behaviour may be adjusted:

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• Agent Home
• Supervisor
• MiniClient
• Main Page

Portal Configuration

The new presence connector is created as sysadmin in the jtel Web Portal.

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<?xml version="1.0" encoding="UTF-8"?>
<config>
	<implementation>
		<jar>
			<base>jtel-system-presence-connectors-teams</base>
			<version>1.0</version>
		</jar>
		<class>de.jtel.system.presence.connectors.teams.v1.TEAMSPresenceRestApi</class>
	</implementation>
	<parameters>
		<tenant_id></tenant_id>
		<client_id></client_id>
		<client_secret></client_secret>
        <scope></scope>
        <user></user>
        <password></password>
        <execution_period></execution_period>
	</parameters>
	<behavior>
		<syncAcdUsers>0</syncAcdUsers>
		<syncPbxUsers>1</syncPbxUsers>
	</behavior>
</config>

Settings

Only the settings in the areas parameters and behaviour may be adjusted:

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