Sv translation

language	en

Introduction

Presence connectors are used to connect the

...

Jtel system to other communications systems, for example, PBX Systems or Collaboration Systems such as Microsoft Teams, to provide various functions to the

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Jtel system.

The functions provided include:

Retrieval of presence from the PBX or Teams, to provide a display of presence in the

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Jtel system in various views such as

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Agent Home, Supervisor,

...

MiniClient...
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

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Jtel system to set the correct agent

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too busy or free.
Call answer functionality, so users can click on the answer button in the

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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

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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.

...

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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Code Block

title	Cisco CUCM Jtapi Presence Connector XML Settings

<?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

...

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.

Give the connector a good name, and select Innovaphone PBX SOAP API (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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Code Block

title	Innovaphone PBX SOPA API Presence Connector XML Settings

<?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

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implementation jar base

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jtel-system-presence-connectors-innovaphone

Currently, Innovaphone v11 is supported. Configure the appropriate Innovaphone version.

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1.0

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Set <IP_ADDRESS_PBX> to the IP address of the PBX.

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pbxUserName

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pbxUserPassword

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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).

...

Nfon

The NFON Connector supports the following functions:

Monitoring of the configured extensions in the respective PBX
- Not registered
- Idle
- Occupied
- Ringing

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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 Nfon ExtensionsEvents API (Version) as the connector type.

The connector settings are specified as XML.

Example:

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Code Block

title	NFON ExtensionsEvents API Presence Connector XML Settings

<?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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The REST endpoint for the API for monitoring events.

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https://nmonitoring-api.nfon.com/queues/extensions/events

Note: no final /

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https://nmonitoring-api.nfon.com/queues/extensions/

Note: Final /

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Whether the users from the PBX are automatically created as users in the ACD

Note: this feature is currently not supported.

...

Microsoft Teams

MS Teams Connector allow the retrieval of presence from MS Teams, to provide a display of presence in the jtel system in various views such as:

Agent Home
Supervisor
MiniClient
Main Page

Portal Configuration

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

Give the connector a good name, and select TEAMS Presence Rest API (Version) as the connector type.

The connector settings are specified as XML.

Example:

...

Code Block

<?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>

Children Display

Sv translation

language	de

Einführung

Presence connectoren werden verwendet, um das Jtel-System mit anderen Kommunikationssystemen zu verbinden, z. B. mit PBX-Systemen oder kollaborativen Systemen wie Microsoft Teams, um dem Jtel-System verschiedene Funktionen zur Verfügung zu stellen.

Die bereitgestellten Funktionen umfassen:

Abruf der Anwesenheit von der Telefonanlage oder den Teams, um die Anwesenheit im Jtel-System in verschiedenen Ansichten wie Agent Home, Supervisor, MiniClient... anzuzeigen.
Aggregation des Anwesenheitsstatus aus allen angeschlossenen Systemen, um einen aggregierten Status für Benutzer und Agenten bereitzustellen, so dass sie z.B. auf nicht verfügbar oder beschäftigt gesetzt werden, wenn sie am Telefon sind.
Benachrichtigungen über Anrufweiterleitungen und Anrufübernahmeen, die vom Jtel-System verwendet werden, um den richtigen Agenten auf beschäftigt oder frei zu setzen.
Anrufbeantwortungsfunktionalität, so dass Benutzer im Jtel-Client oder Mini-Client auf die Antwortschaltfläche klicken können, und der Connector sendet dann den Befehl an das Telefon oder Gerät, um den Anruf entgegenzunehmen.

Unser System unterstützt die folgenden Presence Connectors:

Children Display

Sv translation

language	fr

Introduction

Les connecteurs de présence sont utilisés pour relier le système Jtel à d'autres systèmes de communication, par exemple, Systèmes PBX ou des systèmes de collaboration tels que Microsoft Teams pour fournir diverses fonctions au système Jtel.

Les fonctions fournies comprennent :

Récupération de la présence à partir du PBX ou des équipes, pour fournir un affichage de la présence dans le système Jtel dans différentes vues telles que Agent Home, Supervisor, MiniClient...
Agrégation du statut de présence de tous les systèmes connectés, afin de fournir un statut agrégé pour les utilisateurs et les agents, de sorte qu'ils soient définis comme indisponibles ou occupés lorsqu'ils sont au téléphone, par exemple.
Les notifications de transfert d'appel et de prise d'appel, qui sont utilisées par le système Jtel pour mettre le bon agent trop occupé ou trop libre.
Fonction de réponse aux appels, permettant aux utilisateurs de cliquer sur le bouton de réponse dans le client ou mini-client Jtel, et le connecteur enverra alors la commande au téléphone ou à l'appareil pour prendre l'appel.

Notre système prend en charge les connecteurs de présence suivants :

Children Display

Settings

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

...

implementation jar base

...

jtel-system-presence-connectors-teams

Currently, teams v1.0 is supported. Configure the appropriate Teams version.

...

1.0

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The Directory (tenant) ID from Azure Active Directory - registered App

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client_id

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teams_user

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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).

...

Page tree

Versions Compared

Old Version 9

New Version Current

Key

Introduction

Cisco

Portal Configuration

Settings

Innovaphone

Portal Configuration

Settings

Nfon

Portal Configuration

Settings

Microsoft Teams

Portal Configuration

Einführung

Introduction

Settings

Page tree

Page History

Versions Compared

Old Version 9

New Version Current

Key

Introduction

Cisco

Portal Configuration

Settings

Innovaphone

Portal Configuration

Settings

Nfon

Portal Configuration

Settings

Microsoft Teams

Portal Configuration

Einführung

Introduction

Settings