UC Template 2.0
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
- Your DHCP server might need to be modified. Have a look here
- Some ports might need to be opened to allow the connection between the SOP and SMP. Keep in mind that the mentioned ip addresses might be different if you are not a direct Escaux client. The requirements can be found in the Recommended firewall configuration section
- Applications
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
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.
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 |
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 |