Administrator Guide: Connected Line Identification Presentation

Introduction

Connected Line Identification Presentation (COLP) is a supplementary service which was first available on ISDN based system. It enables to see the name and the number of the connected party which is ringing or to which we are connected to.

The COLP update is currently supported and validated on the following phones:
  • Aastra phones
  • Snom phones
  • Polycom phones

The desktop application currently supporting the COLP are:
  • net.Desktop X.500
  • net.Desktop X.300
  • net.Desktop X.350

Limitations

  • Some phones will only display the caller name of the connected phone, not the caller number.
  • Call history behavior is dependent on the vendor and model of phone.
  • As CDR's are not in the scope of COLP, Call History taken via API (dbGetCallHistory) and thus call history of net.Desktop will not show any updated line information. On the net.Desktop version 2.27 and higher, only the conversation windows displays dynamic information from COLP.
  • net.Console has no support for Connected Line Identification
  • Advanced reporting does not shown any information concerning the Connected Line. It shows the Caller ID information and the Dialed Number information
  • It is not foreseen to disable COLP update in the CallDevices or Queue actions
  • COLP update is not foreseen in the Goto.Interface Action. For outgoing call an outgoing callflow must be implemented which will execute first the SetConnectedLine action and then the Call.Interface action

Service enabling

Modules

COLP will be automatically activated when the Communication Server is installed. In order to have the screen displayed the proper modules versions are to be used:
  • Communication Server module version 2.3.0 or higher
  • Polycom Phone Support module version 4.4.0 or higher
  • Aastra Phone Support module version 1.0.0 or higher
  • Snom Phone Support module version 1.12.0 or higher
  • net.desktop 2.27.0 or higher
  • SOP API 4.1.5 or higher

ALERT! If you are using the Polycom Phone Support module, you need to set the 'Resolve caller name from local directory' option to 'no'. Otherwise, the phone will display the Connected Line information based on its local directory and not the information sent by the Communication Server.

Phone resources

Some specific resources versions are also required:
  • PolycomIP330 version 4.18 or higher
  • PolycomIP335 version 4.18 or higher
  • PolycomIP550 version 4.18 or higher
  • PolycomIP6000 version 4.18 or higher
  • PolycomIP670 version 4.18 or higher
  • PolycomVVX1500 version 4.18 or higher
  • PolycomIP331 version 4.18 or higher
  • PolycomIP450 version 4.18 or higher
  • PolycomIP560 version 4.18 or higher
  • PolycomIP650 version 4.18 or higher
  • PolycomIP7000 version 4.18 or higher
  • PolycomVVX500 version 4.18 or higher
  • Polycom Virtual Phone version 1.11.0
  • Aastra6730i resource version 1.07 or higher
  • Aastra6731i resource version 1.07 or higher
  • Aastra6739i resource version 1.07 or higher
  • Aastra6751i resource version 1.07 or higher
  • Aastra6753i resource version 1.07 or higher
  • Aastra6755i resource version 1.07 or higher
  • Aastra6757i resource version 1.07 or higher
  • Aastra Virtual Phone resource 1.05 or higher
  • Snom300 resource version 3.12.0 or higher
  • Snom320 resource version 3.12.0 or higher
  • Snom360 resource version 3.12.0 or higher
  • Snom370 resource version 3.12.0 or higher
  • Snom821 resource version 3.12.0 or higher
  • Snom870 resource version 3.12.0 or higher

SetConnectedLine action

It is also possible to control the COLP in a callflow via the following actions:
  • SetConnectedLine action version 1.0.0 or higher

Intra-cluster routing

If you have a cluster of SOP the intra-cluster routing must use the following interfaces:
  • MeshedSipTrunk 1.11 or higher and the parameter 'Use Remote Party ID' must be set to yes.

Call transfer and external call

In order to have the right COLP after a call transfer to an external number a COLP must be set when calling outside so that after the confirmation of the transfer the right COLP update can be delivered to the caller. This can by implemented and outgoing callflow doing a SetConnectedLine before going to the CallInterface action

DialAsteriskOption

In order to prevent wrong COLP after a call transfer of a placed call, the following needs to be done:
  • Update the reserved global parameter 'DialAsteriskOption' and remove the option 'o'. This option was used by the SOP API module earlier than the version 4.1.5

Features & expected behavior

For the scenarios described below, the action SetConnectLine is never needed. The action is useful when the administrator wants to manually set a name or an extension to be seen when calling a queue for example. The action allows you to name the queue, an IVR or something else.

Call Setup

  • From phone A call extension B
  • Phone B is ringing
  • The Phone A shows the Connected Line Information of the phone B
  • The phone B answers the call
  • The phone B hangs up
  • The call history of phone A shows a placed call to the extension B together with the caller ID of the phone B

Blind transfer of the caller

  • From phone A call extension B
  • Phone B is ringing
  • The phone B answers the call
  • The phone B does a blind transfer to extension C
  • The phone C is ringing
  • The phone A displays the connected line information of the phone C
  • The call history of phone A shows a placed call to the extension B with the caller ID of the phone C (last connected line update)
  • The call history of phone B shows a received call from the extension A with the caller ID of the phone A
  • The call history of phone C shows a placed call to the extension B with the caller ID of the phone B

ALERT! A = Aastra, B = Polycom, C = Snom: The call history of the Aastra shows the caller extension and name of C

Attended call transfer

  • From phone A call the extension B
  • The phone B is ringing
  • The phone B answers the call
  • The phone B put the call on hold and initiate a call transfer to the extension C
  • The phone C is ringing
  • The phone C displays the caller ID of the phone B
  • The phone C answers the call
  • The phone B transfer the call
  • The phone C displays the caller ID of phone A
  • The phone A displays the caller ID of phone C
  • The phone C hangs up the call
  • The call history of phone A shows a placed call to the extension B with the caller ID of the phone C (last connected line update)
  • The call history of phone B shows a placed call to the extension C with the caller ID of the phone C and a received call from extension A with the caller ID of the phone A
  • The call history of phone C shows a received call from extension A with the caller ID of the phone A (last connected line update)

Phone base call forward

  • Configure a call forward on phone B to the extension C
  • From phone A call the extension B
  • The phone C is ringing
  • The phone A displays the caller ID of the phone C
  • The phone C answers the call
  • The phone C hangs up the call
  • The call history of phone A shows a placed call to the extension B with the caller ID of phone C ((last connected line update)
  • The call history of phone B shows a missed call from extension A with the caller ID of phone A
  • The call history of phone C shows a received call from the extension A with the caller ID of phone A

SOP based call transfer

  • Put the extension B in the forward status with the forward number set to extension C
  • Configure a call forward on phone B to the extension C
  • From phone A call the extension B
  • The phone C is ringing
  • The phone A displays the extension C and the caller name of the phone C
  • The phone C answers the call
  • The phone C hangs up the call
  • The call history of phone A shows a placed call to the extension B with the caller name of phone C ((last connected line update)
  • The call history of phone B shows a missed call from extension A with the caller name of phone A
  • The call history of phone C shows a received call from the extension A with the caller name of phone A

Call pickup

  • Phone A calls extension B
  • Phone B is ringing
  • Phone C does a call pickup via the extension *8
  • Phone A displays the extension C and the caller name of the phone C
  • Phone C displays the extension A and the caller name of the phone A
  • The call history of phone A shows a placed call to the extension B with the caller name of phone C ((last connected line update)
  • The call history of phone B shows a missed call from extension A with the caller name of phone A
  • The call history of phone C shows a placed call to the extension *8 with the caller name of phone A

Blind transfer of an outgoing call

  • From phone A call extension B
  • Phone B answers the call
  • Phone A does a blind transfer to the extension C
  • The phone C is ringing
  • The phone B displays the extension C and caller name of the phone C
  • The phone C displays the extension A and the caller name of the phone B
  • The call history of phone A shows a placed call to the extension B and the caller name of the phone C
  • The call history of phone B shows a missed call from extension A and a caller name of the phone A
  • The call history of the phone C shows a received call from the extension B and the caller name of the phone B

ALERT! Every phone model: The phone C displays the extension A and the caller name A

Attended transfer of an outgoing call

  • From phone A call the extension B
  • Phone B answers the call
  • The phone A initiates an attended transfer to the extension C
  • The phone C is ringing
  • The phone C shows the extension A and the caller name of the phone A
  • The phone A transfers the call
  • The phone B displays the extension C and the caller name of the phone C
  • The phone C displays the extension B and the caller name of the phone B
  • The call history of the phone A shows a placed call to the extension B and the caller name of the phone B and another placed call to the extension
  • The call history of the phone B shows a received call from extension C and the caller name of the phone C
  • The call history of the phone C shows a received call from the extension B and the caller name of the phone B

CallExtension

  • Create a callflow which does a CallExtension to extension B
  • From phone A call the callflow
  • Phone B is ringing
  • The phone A displays the extension B and the caller name of the phone B

Queue

  • Create a callflow which queue the call in a queue Q
  • Add the phone B in the queue
  • From phone A call the callflow
  • The phone B is ringing
  • The phone A does not see the extension of B or its caller name
  • Phone B answers the call
  • Phone A displays the extension of B and its caller name

net.Desktop

net.Desktop contact closes at the end of conversation

  • Go in preferences->Call Control and set the net.Desktop contact to close at the end of conversation
  • Redo the tests from telephony
  • net.Desktop should be displaying the same information than the phones.

net.Desktop contact stays open at the end of conversation

  • Go in preferences->Call Control and set the net.Desktop contact to be closed manually
  • Redo the tests from telephony
  • net.Desktop should be displaying the same information than the phones.

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