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Connecting the PBX - PBX Side ConfigurationConnecting 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 Note, that this is one possible configuration. With innovaphone, it is recommended that ALL numbers to and from jtel are routed in E.164 format without a plus prefix. This configuration guide uses E.164 numbers. If these are not being used, then some parameters recommended below will not apply and will have to be changed. Connecting the PBX - jtel Side ConfigurationPrerequisites
Required DataThe following data will be required:
Configure the PBX Trunk in jtelMaster DataThe important settings are shown in the screenshot below:
TrunksCreate a trunk for the 8-Server machine, and add this to the trunk group on the "Trunks" tab. PBX ConnectorInstall the PBX ConnectorCopy the files from \\acd-store\shared\JTELCarrierPortal_dev\WebServices\Install\Innovaphone\ServiceV11 to the 8-Server machine, for example to c:\JTELInnovaphoneServiceV11 Create a jtel SOAP UserThe SOAP user is created as a normal user in the jtel System, with client administrator privileges. The client admin account can be used if desired, or a special account is created. Configure the PBX ConnectorThe Innovaphone PBX connector connects to one PBX and one jtel Client. If more are required, it must be installed and configured multiple times. The configuration file for the PBX connector is in JTELInnovaphonePBXService.exe.config Usually, only the following settings will need to be changed. | ||
Setting | Value | |
pbxEndpointConfiguration | Set <IP_ADDRESS_PBX> to the IP address of the PBX. | |
pbxUserName | Set <PBX_SOAP_USER_NAME_PBX> to the SOAP user name configured in the PBX. | |
pbxUserPassword | Set <PBX_SOAP_USER_PASSWORD> to the SOAP password configured in the PBX. | |
resellersUID | The UID of the reseller for the jtel SOAP user account. | |
clientsUID | The UID of the client for the jtel SOAP user account. | |
usersUID | The users UID of the jtel SOAP user account. | |
password | The password of the jtel SOAP user account. | |
dbConnect | Change <MYSQL_DB_MASTER_PASSWORD> to the password for the MySQL master database. | |
monitoring_useNumberFormatMonitoring | Set to true. This will cause the prefix numberFormatMonitoring_PrefixPBXNumbers to be prepended to all numbers as reported from the innovpahone PBX. Usually, the numbers are reported non E.164 qualified. | |
numberFormatMonitoring_PrefixPBXNumbers | Set this to the head number of the PBX. This will be prepended to all numbers reported by the innovaphone PBX when used for monitoring. | monitoring_updateUserAlways | Set to true.
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Start Connector
Start the connector and make sure it is receiving the required data from the PBX.
Note - a proxy server connection should NOT be used between the jtel Innovaphone PBX connector and the PBX, and this network configuration should be changed if present. This is due to most proxy servers not being able to correctly handle the long polling requests required by the SOAP connector.
System Parameters
Setting | Value |
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dialler.8Servers.IPs | Set this to the real computername of the 8-Server machine. Setting this to acd-tel1 for example, will not work. |
Client Settings
The following settings should be made in the client account on the jtel System:
Setting | Value |
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Web Service URL for call answer function in Agent Home | Set to udp |
Synchronise PBX Users from PBX | Set to on |
Phone Status Synchronisation Mode | Set to Based on active phone number |
See screenshot below:
Recommended Tests
- Incoming call
- Caller and Called Party Number are E.164?
- Service starts?
- Audio OK?
- DTMF detected OK?
- Incoming call connected to agent
- Agent telephone rings OK?
- Telephone display reports correct number?
- Agent can answer phone using "Answer" button in agent home?
- Audio end to end from caller to agent OK?
- Number can be called back from agent telephone?
- Telephone call from agent telephone to any (non jtel) number
- Status change in jtel supervisor for agent visible (changes to busy / free after call)
- Outbound call using jtel Agent Home to outside destination
- Outbound call made OK?
- Signalled calling party number OK? (Should be the service number)
- End to End Audio OK?
Troubleshooting
PBX Performance Issues
Use this guide from Innovaphone to isolate the problem:
http://wiki.innovaphone.com/index.php?title=Reference:Device_Health_Check
Softphone Calls Dropping / Softphone Audio Quality
Use this guide from Innovaphone to configure the system:
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