UC Template 2.0

Project information

CRS meeting

Installation requirements

Some changes to your network might be necessary to support the setup of the UC system. Here is an overview of all requirements

Communication flows

The standard configuration of the Belgacom Unify UC solution focus on ease of use and flexibility. It offers each user an intuitive tool to configure his own communication flow. Those are determined by:

  • Profiles:
    • Role profiles: Manager, User, Receptionist
    • Technical profiles: ServiceAvailability, CallQueuer, IVR, Conference
  • Intentional status:
    • Manager and User profiles: Office, Busy, Teleworking, Holiday
    • CallQueuer profiles: Default, Office, OutOfOffice, Lunch, Holiday
  • Line type: Internal, External
  • Device status: Idle, Busy, Not Connected

Manager

The Manager profile offers 4 Intentional status (Office, Busy, Teleworking, Holiday). For each status, the Manager has the following possibilities:

  • Unconditional forward (supersedes any communication flow)
  • Check intentional status and line type
  • First action:
    • Ring primary / secondary / both phone(s)
    • Ring assistant
    • Play specific message (Busy and Holiday only)
  • No answer on first action:
    • Send to voicemail
    • Talk to assistant
    • Talk to reception
    • Talk to a team-member
    • Personal menu (see below)
  • Busy on first action:
    • Call waiting
    • Call forward on busy
    • Same action as when no answer

The Personal menu is a dynamic IVR, the Manager decides what options will be presented to calling party:

  • Send to voicemail
  • Forward to an alternative number (home, hotel,...)
  • Forward to GSM
  • Callback (internal calls only)
  • Talk to reception
  • Talk to a team-member
  • Talk to assistant

The Manager can manage its Intentional status, Profile parameters and Personal menu through net.Desktop application, phone shortcuts and, if allowed by the administrator, through the Service Management Platform.

The Manager profile parameters and voicemail are protected by a PIN code, trivial codes like 1111 or 1234 are blocked.

By default, the following settings apply:
  • Calls are not being forwarded
  • The Intentional status is 'Office'
  • In Office status, the primary and secondary phone ring simultaneously
  • After 30 seconds, the call is send to voicemail
  • Call waiting is activated (multiple calls)
  • No pin code is specified

The Manager can be dynamically subscribed in up to 3 CallQueuer, defined by the administrator. With his phone, he can quit (log-out) and subscribe again (log-in) each queue of all once. For each queue , he has a penalty (1 to 10), defined by the administrator, who influences the amount of calls. A call goes first to the members of the queue with lower penalty, the members with higher penalty receive less calls, only when other members are unavailable.

He can also be statically subscribed by the administrator to any other CallQueuer. For those CallQueuer, he has a fixed penalty of 0 and cannot log-in and log-out himself.

User

The User profile offers the same possibilities as the Manager except the option "Ring assistant" and "Talk to assistant".

Receptionist

The Receptionist profile is subscribed in one queue, defined by the administrator. If he use net.Console, he can subscribe (log-in) and quit (log-out) the queue. He can modify his PIN code.

Service availability

The ServiceAvailability profile allows to define the opening hours:

  • Weekly calendar: up to 5 different schedules with
    • Opening / closing hours
    • Lunch time
  • Holiday calendar
    • Recurring holidays (e.g. Dec 25th)
    • Non-recurring holidays (e.g. Easter)

It can be used in conjunction with CallQueuer profiles.

Call queuer

The CallQueuer profile allows the administrator to define the reception or other groups. It offers the following possibilities:

  • Check time with Service Availability profile
  • When service is available (open)
    • Welcome message (optional)
    • Ring phones
    • After fixed time:
      • Send to CallQueuer voicemail
      • Play a message
      • Forward to another number
  • When service is unavailable (Out of office, Lunch Time, Holidays) (can be different for the 3 reasons)
    • Send to CallQueuer voicemail
    • Play a message
    • Forward to another number

The CallQueuer profile is associated with a call queue. For each queue, the administrator can define a ringing strategy (Ring All, Round Robin, Least Recent, Fewest Calls, Random) and add permanent users.

By default, the CallQueuer profile is in Default status and the ServiceAvailability determines the status to use for the current call (Office, OutOfOffice, Lunch, Holiday). An authorized people can change this status and deactivate the Service Availability Check Time until the status will be changed again to Default.

IVR

The IVR profile allows easy creation of IVR with the following possibilities:

  • First menu with a maximum of 5 options, each option being:
    • Sub-menu with a maximum of 3 options
    • Forward to a number (external number, internal extension, CallQueuer number, another IVR, ...)
    • Play a message
    • Do nothing (deactivated option)
  • More complex IVR by combining standard one
  • Easily self recorded prompt for each option node (recording via dedicated extension on phone)

Conference room

The Conference profile offers virtual conference rooms:

  • Up to 20 virtual conference room per server with unlimited participants (only limited by the server size)
  • Internal and external users
  • Possibility to link several numbers or extensions to the same conference
  • Pin-code security

End user information

Phones

Polycom

  • Polycom ip331 (generic user guide, some specific modifications have been made in the template!)

Aastra

  • Aastra 6730i (generic user guide, some specific modifications have been made in the template!)

Applications

Communication flow parameters

Users and administrators can easily manage their profile parameters and their intentional status in order to adapt their own communication flow.

net.Desktop

Starting from the free x100 version, all net.Desktop now offers intuitive menus to customize profile settings and smart user guide. This should be the easiest way to change end-user parameters.

Service Management Platform (SMP)

Administrators will prefer the new SMP. All users parameters are now centralized in the "Internal Directory" window for efficient add, move and change operations through direct or bulk administration.

This interface also allows administrator to change more parameters than end-users (e.g. subscribe managers in CallQueuer and manage their penalty levels) and to manage technical profiles (e.g. CallQueuer, IVR, ServiceAvailability, Conference).

Short codes

Thirdly, most parameters are alterable using phone codes, easy way for a call forward or for an IVR modification.

Toggle call waiting 8522 #2
Consult voicemail 8567 #67
Consult voicemail 8567<pincode> #67<pincode>
Consult voicemail other extension 8568 #68
Consult voicemail other extension 8568<extension> #68<extension>
Change pincode 8570 #70
Change status 8571 #71
Change status other extension 8577 #77
Change status other extension 8577<extension> #77<extension>
Group pickup 8572 #72
Extension pickup 8572<extension> #72<extension>
Department pickup 8573 #73
Disable voicemail in personal menu 857610 #7610
Enable voicemail in personal menu 857611 #7611
Disable forward to alternative number in personal menu 857620 #7620
Enable forward to alternative number in personal menu 857621 #7621
Disable forward to cell phone in personal menu 857630 #7630
Enable forward to cell phone in personal menu 857631 #7631
Disable callback on busy in personal menu 857640 #7640
Enable callback on busy in personal menu 857641 #7641
Disable the reception in personal menu 857650 #7650
Enable the reception in personal menu 857651 #7651
Disable the CallQueuer in personal menu 857660 #7660
Enable the CallQueuer in personal menu 857661 #7661
Disable the assistant in personal menu 857670 #7670
Enable the assistant in personal menu 857671 #7671
Business code 8578*<code>*<number> #78*code*number
Disable all call forwards 8579 #79
Enable call forward 85791<number> #791<number>
Enable call forward to last number 85791 #791
Enable call forward on busy 85792<number> #792<number>
Enable call forward on busy to last number 85792 #792
Login to the 3 CallQueuers 85796 #796
Login to first CallQueuer 857961 #7961
Login to second CallQueuer 857962 #7962
Login to third CallQueuer 857963 #7963
Logout from the 3 CallQueuers 85797 #797
Logout from first CallQueuer 857971 #7971
Logout from second CallQueuer 857972 #7972
Logout from third CallQueuer 857973 #7973
Pum login 8580 #80
Pum logout 8581 #81
Record CallQueuer welcome message 8590*<!CallQueuer extension> *1 #90*<!CallQueuer extension>*1
Record CallQueuer holiday message 8590*<!CallQueuer extension> *2 #90*<!CallQueuer extension>*2
Record CallQueuer outside office hours message 8590*<!CallQueuer extension> *3 #90*<!CallQueuer extension>*3
Record CallQueuer lunch message 8590*<!CallQueuer extension> *4 #90*<!CallQueuer extension>*4
Record CallQueuer no answer message 8590*<!CallQueuer extension> *5 #90*<!CallQueuer extension>*5
Record IVR error message 8885*<IVR extension>*9999 #85*<IVR extension>*9999
Record IVR message 8885*<IVR extension>*node #85*<IVR extension>*node
System information 888555
Zeroconf login 8888 9999

Technical information

FAQ

Question Answer
In advanced reporting called numbers shows the extension of the outgoingCallCatcher. How to correct that ? Upgrade the SyncCDRDB task to version 1.17.0
How can I avoid having a Second Action? At this moment, it is not possible to not have a Second Action in the user/manager profiles. "Ring forever" does not exist. This has been done for 2 reasons: It is not possible to make a phone ring for a long time due to limitations in the ISDN protocol (most operators cut the call after 60 seconds of ring time) and because of the user experience (why would we want to make someone wait longer than the current maximum 5 minutes).
Workaround 1: you can configure the Second Action with Personal Menu and disable every option.
Workaround 2: you can redirect to a new extension (defined in my team number) where you configure a callflow with busy action (This should be used with care as its only purpose is to mimic behavior from classical telephony that does not comply with UC behavior)
If the First Action is "play busy message" or "play holiday message", is the Second Action executed ? Yes always
How to forward calls to a mobile phone? You can configure your extension to forward all calls (first profile parameters section). There is no way to forward calls in First Action.
How to record the busy and holiday message involved in First Action? As these messages are built-in, there is no way to change them
Why are some callflows are not editable? With the UP model,each callflow is associated with the cost of the highest action in the callflow. But with this method, nearly all standard configuration callflows should be advanced and the objective is not to increase the price. We so have a mechanism to fix the "price" of a callflow but when this mechanism is used, the callflow is freezed in order to avoid to use it for unauthorized actions. Only the Escaux superadmin has access to that.
How to configure speeddials? Directory storage should always be set to local in the resource's configuration. If users want to add speeddials, this can be configured on the phone itself.
How to have dynamic queue members the same penalty than permanent members? That's not possible in Template 2. That feature should be available in Template 3
How to configure the reception number used in Personal Menu? If the main number is not configured on the extension 1000, create a speeddial extension 1000 which redirect to the main number
Which callerID is shown for external calls forwarded to external? The callerID is not modified so the number will probably be the shadow number of the line
Which callerID is shown for internall calls forwarded to external? The callerID of the initial caller
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