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Connecting the PBX - PBX Side Configuration

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

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 Configuration

Prerequisites

  • Users are configured in the jtel System fully qualified with E.164 telephone numbers
  • Service Numbers are configured in the jtel System fully qualified with E.164 telephone numbers

Required Data

The following data will be required:

  • The IP Adress of the innovaphone PBX
  • The head number of the PBX
  • The maximum length of extensions in the PBX

Configure the PBX Trunk in jtel

Master Data

The important settings are shown in the screenshot below:

  • Incoming caller and called are set to E.164 incoming
  • Outgoing caller and called are set to VOIP - Add prefix "sip:", then the E.164 number and postfix "@<Converter Parameter>"
  • The converter parameter for caller is set to the IP address and port of the jtel 8-Server machine
  • The converter parameter for called is set to the IP address and port of the PBX
  • Set the maximum length of internal numbers

Trunks

Create a trunk for the 8-Server machine, and add this to the trunk group on the "Trunks" tab.

PBX Connector

Install the PBX Connector

Copy 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 User

The 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 Connector

The 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.

SettingValue
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.
Usually the alias acd-dbm will be fine and need not be changed.

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.
Note, that if the node number is configured to the head number of the PBX, then monitoring_useNodeNum can be used instead.

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.
Status
colourBlue
titleFrom Release 3.33

Copy the directory from \\acd-store\shared\JTELCarrierPortal\WebServices\Install\Innovaphone\JTELInnovaphonePBXConnectorV11Windows\JTELInnovaphonePBXConnectorV11 to the 8-Server machine, for example to c:\innovaphone

If you will install the innovaphone service in debian machine, then run the following commands:

Code Block
titleInstall Innovaphone On Debian
cp -r /home/jtel/shared/JTELCarrierPortal/WebServices/Install/Innovaphone/JTELInnovaphonePBXConnectorV11Linux/ /home/jtel/innovaphone
mkdir  /home/jtel/innovaphone/log
cd /home/jtel/innovaphone
sudo ./check.net.sh
sudo ./install.sh
sudo systemctl start jtel-innovaphone
sudo systemctl status jtel-innovaphone

Create a jtel SOAP User

The 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 Connector

Innovaphone Connector Portal Configuration

The following shows an excerpt from the XML configuration file for the PBX connector JTELInnovaphonePBXService.exe.config

Translations Ignore


Code Block
    <add key="pbxEndpointConfiguration" value="https://<IP_ADDRESS_PBX>/PBX0/user.soap"/>
	<add key="pbxUserName" value="<PBX_SOAP_USER_NAME_PBX>"/>
	<add key="pbxUserPassword" value="<PBX_SOAP_USER_PASSWORD"/>
	<add key="resellersUID" value="<JTEL_RESELLER_UID>"/>
	<add key="clientsUID" value="<JTEL_CLIENT_UID>"/>
	<add key="usersUID" value="<JTEL_SOAP_USER_UID>

The following shows an excerpt from the XML configuration file for the PBX connector JTELInnovaphonePBXService.exe.config

Code Block
<add key="pbxEndpointConfiguration" value="https://<IP_ADDRESS_PBX>/PBX0/user.soap
"/>
	<add key="
pbxUserName
password" value="
<PBX
<JTEL_SOAP_USER_
NAME_PBX>
PASSWORD>"/>
	<add key="
pbxUserPassword
dbConnect" value="
<PBX_SOAP_USER_PASSWORD
server=acd-dbm;user=root;database=JTELWeb;port=3306;password=<MYSQL_DB_MASTER_PASSWORD>;"/>
	<add key="
resellersUID
udpAddress" value="
<JTEL_RESELLER_UID>
acd-tel1"/>

    <add key="
clientsUID
udpPort" value="
<JTEL_CLIENT_UID>
40406"/>

    <add key="
usersUID
acdDaemonUdpAddress" value="
<JTEL_SOAP_USER_UID>
acd-tel1"/>

    <add key="
password
acdDaemonUdpPort" value="
<JTEL_SOAP_USER_PASSWORD>
20645"/>
	<add key="
dbConnect
teamsUdpAddress" value="
server=acd-dbm;user=root;database=JTELWeb;port=3306;password=<MYSQL_DB_MASTER_PASSWORD>;
acd-tel1"/>
	<add key="
udpAddress
teamsUdpPort" value="
acd-tel1
20696"/>
    
<add key="
udpPort
numberFormatOutdial_OutsideLinePrefix" value="
40406
0"/>
    <add key="
acdDaemonUdpAddress
numberFormatOutdial_InternalNumberLength" value="
acd-tel1
3"/>
    <add key="
acdDaemonUdpPort
numberFormatOutdial_CountryCode" value="
20645
49"/>
    <add key="numberFormatOutdial_
OutsideLinePrefix
AreaCode" value="
0
"/>

	<add key="numberFormatOutdial_
InternalNumberLength
SubscriberCode" value="
3
"/>

	<add key="
numberFormatOutdial
monitoring_
CountryCode
useNodeNum" value="
49
false"/>
    <add key="
numberFormatOutdial
monitoring_
AreaCode
useNumberFormatMonitoring" value="true"/>

    <add key="
numberFormatOutdial
monitoring_
SubscriberCode
updateUserAlways" value="true" />
<add key="monitoring_useNodeNum" value="false"/> 
    <add key="
monitoring
numberFormatMonitoring_
useNumberFormatMonitoring
PrefixPBXNumbers" value="
true
<PBX_HEAD_NUMBER>" />
    <add key="
monitoring_updateUserAlways
wcfTimeout" value="
true
300"
/>
    <add key="
numberFormatMonitoring_PrefixPBXNumbers
pbxReconnectTimeout" value="
<PBX_HEAD_NUMBER>
10"
/>
<add key="wcfTimeout" value="300"/> <add key="pbxReconnectTimeout" value="10"/> </appSettings> </configuration>
</appSettings>
</configuration>


P.S: teamsUdpAddress and teamsUdpPort are valid from release 3.27. 

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

SettingValue
dialler.8Servers.IPsSet 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:

SettingValue

Web Service URL for call answer function in Agent Home

Set to udp

Synchronise PBX Users from PBX

Set to on
Phone Status Synchronisation ModeSet 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:

http://wiki.innovaphone.com/index.php?title=Howto:Set_Type_of_Service_(ToS)_DiffServ_DSCP_Values_for_innovaphone_Windows_Applications_(SoftwarePhone,_myPBX_Video)

Sv translation
languagede
Connecting the

Anschließen der TK-Anlage - PBX-

PBX Side Configuration

seitige Konfiguration

Der Anschluss der Innovaphone TK-Anlage an das jtel-System wird hier beschriebenConnecting 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 configurationBeachten Sie, dass dies eine mögliche Konfiguration ist. 

With Bei 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 Configuration

Prerequisites

  • Users are configured in the jtel System fully qualified with E.164 telephone numbers
  • Service Numbers are configured in the jtel System fully qualified with E.164 telephone numbers

Required Data

The following data will be required:

  • The IP Adress of the innovaphone PBX
  • The head number of the PBX
  • The maximum length of extensions in the PBX

Configure the PBX Trunk in jtel

Master Data

The important settings are shown in the screenshot below:

wird empfohlen, dass ALLE Nummern von und zu jtel im E.164-Format ohne Plus-Präfix geroutet werden. Dieser Konfigurationsleitfaden verwendet E.164-Nummern.

Wenn diese nicht verwendet werden, dann gelten einige der unten empfohlenen Parameter nicht und müssen geändert werden.

Anschließen der TK-Anlage - Konfiguration der jtel-Seite

Voraussetzungen

  • Benutzer werden im jtel-System voll qualifiziert mit E.164-Telefonnummern konfiguriert
  • Service-Nummern werden im jtel-System voll qualifiziert mit E.164-Telefonnummern konfiguriert

Erforderliche Daten

Die folgenden Daten werden benötigt:

  • Die IP-Adresse der innovaphone TK-Anlage
  • Die Kopfnummer der TK-Anlage.
  • Die maximale Länge der Erweiterungen in der TK-Anlage.

Konfigurieren Sie den PBX Trunk in jtel

Stammdaten

Die wichtigen Einstellungen sind in der Abbildung unten dargestellt:

  • Eingehend Anrufer- und Angerufene Nummer werden auf  E.164 incoming gesetzt
  • Abgehend Anrufer- Angerufene Nummer wird auf VOIP -
  • Incoming caller and called are set to E.164 incoming
  • Outgoing caller and called are set to VOIP - Add prefix "sip:", then the E.164 number and postfix "@<Converter Parameter>" gesetzt
  • Der Konverter-Parameter für den Anrufer wird auf die IP-Adresse und den Port des The converter parameter for caller is set to the IP address and port of the jtel 8-Server machine
  • The converter parameter for called is set to the IP address and port of the PBX
  • Set the maximum length of internal numbers

Image Removed

Trunks

  • -Rechners eingestellt
  • Der Konverter-Parameter für den Angerufenen ist auf die IP-Adresse und den Port der Nebenstellenanlage eingestellt
  • Legen Sie die maximale Länge der internen Nummer fest

Image Added

Trunks

Erstellen Sie einen Trunk für den 8-Server-Rechner, und fügen Sie diesen der Trunk-Gruppe auf der Registerkarte "Trunks" hinzuCreate a trunk for the 8-Server machine, and add this to the trunk group on the "Trunks" tab.

PBX Connector

Install the PBX Connector

Installieren des PBX-Connectors

Kopieren Sie die Dateien ausCopy the files from \\acd-store\shared\JTELCarrierPortal_dev\WebServices\Install\Innovaphone\ServiceV11 to the ServiceV11 auf den 8-Server machine, for example to-Rechner, zum Beispiel auf c:\JTELInnovaphoneServiceV11

Create a jtel SOAP User

The 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 Connector

The 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.

SettingValue
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.
Usually the alias acd-dbm will be fine and need not be changed.

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.
Note, that if the node number is configured to the head number of the PBX, then monitoring_useNodeNum can be used instead.

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.
Status
colourBlue
titleAB Release 3.33

Kopieren Sie das Verzeichnis von \\acd-store\shared\JTELCarrierPortal\WebServices\Install\Innovaphone\JTELInnovaphonePBXConnectorV11Windows\JTELInnovaphonePBXConnectorV11 auf den 8-Server-Rechner, beispielsweise nach c:\innovaphone

Wenn Sie den innovaphone-Dienst auf einem Debian-Rechner installieren möchten, führen Sie die folgenden Befehle aus:

Code Block
titleInnovaphone auf Debian installieren
cp -r /home/jtel/shared/JTELCarrierPortal/WebServices/Install/Innovaphone/JTELInnovaphonePBXConnectorV11Linux/ /home/jtel/innovaphone
mkdir  /home/jtel/innovaphone/log
cd /home/jtel/innovaphone
sudo ./check.net.sh
sudo ./install.sh
sudo systemctl start jtel-innovaphone
sudo systemctl status jtel-innovaphone

Erstellen eines jtel-SOAP-Benutzers

Der SOAP-Benutzer wird als normaler Benutzer im jtel-System mit Client-Administrator-Rechten angelegt. Falls gewünscht, kann das Client-Administrator-Konto verwendet werden, oder es wird ein spezielles Konto erstellt.

Konfigurieren des PBX-Connectors

Portalkonfiguration des Innovaphone Connector

Nachfolgend sehen Sie einen Auszug aus der XML-Konfigurationsdatei für den PBX-Connektor JTELInnovaphonePBXService.exe.config

Translations Ignore
The following shows an excerpt from the XML configuration file for the PBX connector JTELInnovaphonePBXService.exe.config


Code Block
    <add key="pbxEndpointConfiguration" value="https://<IP_ADDRESS_PBX>/PBX0/user.soap"/>
	<add key="pbxUserName" value="<PBX_SOAP_USER_NAME_PBX>"/>
	<add key="pbxUserPassword" value="<PBX_SOAP_USER_PASSWORD"/>
	<add key="resellersUID" value="<JTEL_RESELLER_UID>"/>
	<add key="clientsUID" value="<JTEL_CLIENT_UID>"/>
	<add key="usersUID" value="<JTEL_SOAP_USER_UID>"/>
	<add key="password" value="<JTEL_SOAP_USER_PASSWORD>"/>
	<add key="dbConnect" value="server=acd-dbm;user=root;database=JTELWeb;port=3306;password=<MYSQL_DB_MASTER_PASSWORD>;"/>
	<add key="udpAddress" value="acd-tel1"/>
    <add key="udpPort" value="40406"/>
    <add key="acdDaemonUdpAddress" value="acd-tel1"/>
   
 <add key="acdDaemonUdpPort" value="20645"/>
	<add key="teamsUdpAddress" value="acd-tel1"/>
	<add key="
acdDaemonUdpPort
teamsUdpPort" value="
20645
20696"/>
  
  <add key="numberFormatOutdial_OutsideLinePrefix" value="0"/>
    <add key="numberFormatOutdial_InternalNumberLength" value="3"/>
    <add key="numberFormatOutdial_CountryCode" value="49"/>
    <add key="numberFormatOutdial_AreaCode" value=""/>
	<add key="numberFormatOutdial_SubscriberCode" value=""/>
	<add key="monitoring_useNodeNum" value="false"/>
    <add key="monitoring_useNumberFormatMonitoring" value="true"/>
    <add key="monitoring_updateUserAlways" value="true" />
    <add key="numberFormatMonitoring_PrefixPBXNumbers" value="<PBX_HEAD_NUMBER>" />
    <add key="wcfTimeout" value="300"/>
    <add key="pbxReconnectTimeout" value="10"/>
  </appSettings>
</configuration>

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


P.S: teamsUdpAddress und teamsUdpPort sind ab Version 3.27 gültig.
Connector starten
Starten Sie den Konnektor und stellen Sie sicher, dass er die erforderlichen Daten von der TK-Anlage empfängt. 
Hinweis - eine Proxy-Server-Verbindung sollte NICHT zwischen dem jtel Innovaphone PBX-Anschluss und der PBX verwendet werden, und diese Netzwerkkonfiguration sollte, falls vorhanden, geändert werden. Dies ist darauf zurückzuführen, dass die meisten Proxy-Server nicht in der Lage sind, die vom SOAP-Konnektor benötigten langen Polling-Anforderungen korrekt zu verarbeiten.
System Parameter
EinstellungWertSettingValue
dialler.8Servers.IPsSet this to the real computername of the Setzen Sie dies auf den realen Computernamen des 8-Server machine. Setting this to -Rechners. Wenn Sie dies beispielsweise auf acd-tel1 for example, will not work.
Client Settings
The following settings should be made in the client account on the jtel System:
setzen, wird dies nicht funktionieren.
Mandant Einstellungen
Die folgenden Einstellungen sollten im Mandantenkonto auf dem jtel-System vorgenommen werden:
EinstellungWertSettingValue
Web Service URL for call answer function in Agent Home
Set to Auf udp setzen
Synchronise PBX Users from PBX
Set to Auf on setzen
Phone Status Synchronisation ModeSet to Auf Based on active phone number Setzen
Siehe Screenshot untenSee screenshot below:
Image RemovedImage Added
Recommended 
Empfohlene Tests
  • Eingehender Anruf 
    • Anrufer und Nummer des Angerufenen sind 
    Incoming call 
    • Caller and Called Party Number are E.164?
    • Service startsbeginnt?
    • Audio OK?
    • DTMF detected OK?
  • Eingehender Anruf ist mit dem Agenten verbunden
    • Agent Telefon klingelt OK?
    • Telefondisplay meldet korrekte Nummer?
    • Der Agent kann das Telefon über die Schaltfläche "Antworten" im Agent home beantworten
    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 vom Anrufer zum Agenten 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)
    • Nummer kann vom Agententelefon zurückgerufen werden?
  • Telefonanruf vom Agententelefon an eine beliebige (nicht jtel) Nummer
    • Statusänderung im Jtel-Supervisor für Agenten sichtbar (Änderungen auf besetzt / frei nach Anruf)
  • Abgehender Anruf mit jtel Agent Home nach externem Ziel
    • Abgehender Anruf in Ordnung?
    • Nummer des signalisierten Anrufers OK? (Sollte die Servicerufnummer sein
    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
Fehlerbehebung
PBX Performance 
 Issues
Probleme
Verwenden Sie diesen Guide von Innovaphone, um das Problem zu isolierenUse 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 systemVerwenden Sie diesen Guide von Innovaphone zur Konfiguration des Systems:
http://wiki.innovaphone.com/index.php?title=Howto:Set_Type_of_Service_(ToS)_DiffServ_DSCP_Values_for_innovaphone_Windows_Applications_(SoftwarePhone,_myPBX_Video)