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

jtel Portal WIKI > Innovaphone PBX > image2019-9-25_11-38-23.png

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.

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. 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.

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

    <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="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

Setting	Value
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
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:

jtel Portal WIKI > Innovaphone PBX > image2019-9-25_11-59-37.png

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)