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 jtel system.

The functions provided include:

• 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 supports the following presence connectors:

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.

<?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

Nfon

The NFON Connector supports the following functions:

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

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:

<?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:

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

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

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:

<?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:

jtel-system-presence-connectors-teams

1.0

client_id

teams_user