Telecommunication Systems Division ® Net Phone Administrator Guide April 2008
Publication Information Toshiba America Information Systems, Inc. Telecommunication Systems Division Publication Information Toshiba America Information Systems, Inc., Telecommunication Systems Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document. Further, Toshiba America Information Systems, Inc.
© Copyright 2008 This document is copyrighted by Toshiba America Information Systems, Inc. with all rights reserved. Under the copyright laws, this document cannot be reproduced in any form or by any means—graphic, electronic, or mechanical, including recording, taping, photocopying, without prior written permission of Toshiba. No patent liability is assumed, however, with respect to the use of the information contained herein.
TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”) Telecommunication Systems Division License Agreement IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT.
Toshiba America Information Systems, Inc. Telecommunication Systems Division Limited Warranty Toshiba America Information Systems, Inc., (“TAIS”) warrants that: • The CIX Attendant Console equipment, such as the PC (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for twelve (12) months after delivery.
WARRANTIES FOR NON-TOSHIBA BRANDED THIRD PARTY PRODUCTS A valuable element of Toshiba’s product strategy is to offer our customers a complete product portfolio. To provide this value to our customers at the most optimal prices, we offer both Toshiba-branded and third-party manufactured products that support our Toshiba Strata CIX product portfolio.
Contents Introduction Organization.........................................................................................................................v Conventions ........................................................................................................................vi Related Documents/Media................................................................................................ vii Chapter 1 — Overview Net Phone Software Enhancement History...................................
Contents Chapter 3 – Deploying Net Phone Chapter 3 — Deploying Net Phone Server-based Automatic Upgrades ....................................................................................20 How it Works .....................................................................................................................20 Setting Up Net Server for Automatic Upgrades ................................................................21 Advanced Information .....................................................
Contents Chapter 6 – Open Architecture Interfaces Editing the ONP_ACD.INI File (ACD).............................................................................59 Editing Chat_COS.INI File (Chat) ....................................................................................60 Chapter 6 — Open Architecture Interfaces Registry Entries..................................................................................................................62 Companion Applications Suite .......................
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Introduction This user guide describes how to use the Toshiba Net Phone software with Strata CIX670, CIX200, CIX100, CIX100-S, and CIX40 telephone systems: Organization • Chapter 1 – Overview provides an overview of the Net Phone Administrator screens and functions. • Chapter 2 – Installation covers the Net Phone software installation.
Introduction Conventions Conventions Conventions [DN] Represents any Directory Number button, also known as an extension or intercom number. Telephones can have multiple extensions. Incoming calls ring extensions bottom to top. [PDN] Represents any Primary Directory Number button (the extension number for the telephone). [SDN] Represents any Secondary appearance of a PDN. A PDN which appears on another telephone is considered an SDN.
Introduction Related Documents/Media Related Documents/Media Note Some documents listed here may appear in different versions on electronically or in print. To find the most current version, check the version/date in the Publication Information on the back of the document’s title page. Refer to the following for more information: • Strata CIX Net Phone User Guide. • Strata Net Phone Help file included with the Software.
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Overview 1 This document is the System Administrator’s Guide for the Net Phone. This book contains information for a system administrator to install and administer one or more installations of Net Phones. The ‘System Administrator’ is assumed to be a person familiar with the phone system, computers, and LANs. This document is NOT a ‘User Guide’ for the Net Phone user.
Overview PBX Server PC Net Server LAN Net Phone Figure 1 Net Phone Installation Starting in V5.0, two levels of software licensing is provided and controlled by the Net Server (using a software copy key) at the Server PC. No copy key or software licensing is required at the PC. Net Phone can be installed on any number of PCs, and when each PC runs its copy of Net Phone, the Net Server validates whether it has sufficient licenses to run that additional copy of Net Phone.
Overview Net Phone Software Enhancement History V5.0, provides a complete speech path for Voice over the Internet (VoIP) to provide a complete phone without using a desktop phone. This second interface can also work using a desktop phone or standalone by virtue of changing the “profile” settings. This document provides a quick reference for a System Administrator for getting Net Phone installed and running.
Overview Net Phone Software Enhancement History Version 5.1 • ACD Viewer – The Net Phone ACD Viewer allows users connected to Strata ACD to view the status of all ACD groups to which they belong. This additional functionality does not require MIS software to be installed. Net Phone shows the operating status of each group. Group view can be expanded to see the number of calls and the status of each of the agents and supervisors in the group.
Overview Net Phone Software Enhancement History selecting the correct profile. The profile defines the Extension DN(s) for Net Phone including whether only a single DN or also a Secondary DN are monitored. It selects whether the audio is coming via VoIP or via the PBX phone and each profile can define its own “skin” appearance. • Docking Enhancements – Users of “docked” configurations for Net Phone now have more capabilities that include using either the LCD window or the Calls Window for call information.
Overview Net Phone Software Enhancement History • LOCATION – Location of event. • ADVANCE – Number of minutes of advance notice this reminder is given. • STATUS – Busy status (Free, Busy, Out of Office) of event. • Post Call Survey Support – Supports an “auto transfer” on hang-up for use as a Post Call Survey. Uses two Extra Info fields titled “~PC_DEST” or “PC_DEST”.
• Added COS setting to prevent selected users from ‘accidentally’ exiting Net Phone. • Made software structural changes to better support Microsoft recommended procedures for applications running the Windows operating systems. • Added a new set of definitions in Preferences allowing the user to easily turn on Call Logging (Call History) and determine the types of calls to include within the list.
Overview Net Phone Software Enhancement History • Added dynamic key re-sizing for Quick Response keys on the bottom of the Chat window. • Added a Whiteboard capability within Chat to allow the sharing of the screen with another user within the Chat domain. • Share screen with other user and display files on other persons PC. • Pen colors and sizes for drawing on the screen. • Short-cut keys for quick changes to pen size or color.
Overview Requirements Requirements PC Requirements Net Phone only The Net Phone software can be loaded on a standard IBM-compatible PC running Windows 98, Windows NT, Windows XP, Windows 2000 or 32bit Windows Vista software. The specific requirements of this PC can vary; follow the recommended configuration for each operation. Net Phone with Soft Phone Audio The PC requirements for running the VoIP Soft Phone software requires at least Windows 2000, XP or 2003, but not XP Home Edition to operate.
Overview Beta Versions Support Plan (Maintenance) Net Phone requires a license that is controlled in the Net Server to operate normally or it will run in a demo mode for a limited time period. This license contains the start date and support date. Toshiba offers free upgrades and technical assistance for all sites that maintain their system by extending their support date.
Installation 2 Two different Setup files are offered for installing Net Phone. The one titled Netphone_xxx.exe provides a complete installation for any individual PC. The second is titled NP_xxx_Server.exe and offers both an ability to install on an individual PC or installing on the Net Server PC for automatic updates.
Installing Net Phone • Start by checking to see that Net Server is installed and is operating on a Server PC on the network. Version 4.3.36 minimum is required for the VoIP audio capabilities to work. Take note of the “Network Name” of this server PC. This “Network Name” would be: 1) The NET BIOS name if the target PC is on the same LAN segment; 2) Or the complete domain name if reaching across a router or over a WAN. • Run the Netphone_xxx.exe program to install Net Phone on the target PC.
1. The initial screen will advise you to shut down all Windows programs to ensure that all modules can be installed. Click Next. 2. Please read the License Agreement and click the I Agree button if you agree with the licensing provision and want to continue with the installation process. 3. It is highly recommended that the default destination directory be used as the installation directory. If desired, you can browse to a different location for installing the software. Click Next. 4.
Installation Setup User Profiles Setup User Profiles When Net Phone is started, the first item that will need to be defined is at least one User Profile. ³ To define a User Profile 1. Go to the Main Menu > File > Change Login. The Net Phone Login Profile dialog box displays. 2. Select from existing profiles and click Use to set this profile into an active state. or click Add New to create a new profile or Modify to change the selected profile.
Installation Setup User Profiles • Description – Enter a name (or modify the name) to call the profile. • Profile Type – Use the pull down list and choose a type. • Single PBX Extension – Defines a single PBX DN that will be monitored for calls. • Primary and Secondary PBX Extension – Defines a primary and a secondary PBX DN that will be monitored for calls. This allows having a primary extension number, usually a VoIP station, plus still be able to get calls from your desktop phone.
Installation Setup User Profiles • Secondary PBX Ext – Click the Modify button to open the User Info dialog. • User Info – Enter the User Name, Password (optional), and Extension Number for the secondary DN to monitor. Click Save when done. • PBX Phone Audio – Use the pull down menu and choose whether the primary connection is using the PBX Phone or VoIP Audio for the speech path. • Voice Server IP Address – When VoIP is selected, enter an IP address for the voice server providing the PBX extension.
Installation Voice over IP Audio Voice over IP Audio When Voice over IP is used for the Audio connection, some additional choices are necessary for determining how the audio path will be connected to the PC. When VoIP is the primary DN, an additional button appears on the main screen of Net Phone. This button defaults showing Headset and when pressed shows SPKR. Right click on this button and the Audio Setup dialog will appear.
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Deploying Net Phone 3 When installing a system involving a number of Net Phones, using server-based configurations and/or copying of configuration files onto other PCs can improve the on-going administration. This section describes three server-based configuration items plus instructions for duplicating configuration data from one Net Phone onto other Net Phones. Typically, a combination of these items is used for deploying multiple Net Phones in your organization.
Deploying Net Phone Server-based Automatic Upgrades Server-based Automatic Upgrades Net Phone supports an automatic upgrade feature to ease the burden of installing new releases on dozens of workstations, and setup files are released for each new version of Net Phone: Netphone_xxx.exe = Complete Setup file for Net Phone clients. NP_xxx_Server.exe = Configures Net Server for automatic Net Phone updates. This setup file contains a file called NP_Upgrade.exe used for patchable updates when needed.
Deploying Net Phone Setting Up Net Server for Automatic Upgrades Setting Up Net Server for Automatic Upgrades The System Administrator must install the upgrade files on the Net Server. Launch NP_xxx_Server.exe on the Net Server PC. Choose your Installation Type. Select Server Upgrade Installation. • Client Installation runs the normal Net Phone Setup to install a copy for use on the local PC. • Server Upgrade Installation installs the appropriate files on the server PC. Click Next.
Deploying Net Phone Setting Up Net Server for Automatic Upgrades Select whether to Force the Update on Each User or Give User Option to Upgrade. For most LAN installations, forcing the users to upgrade is the best choice. If you support users who connect via IP devices over relatively slow WAN links, you should give your users the option to decline the upgrade. Users on slow links can choose to upgrade during periods of low activity, or after hours.
Deploying Net Phone Advanced Information Advanced Information Setup creates a folder called “NetPhone\Install” in the Net Server folder. Setup places copies of netphone_xxx.exe, NP_Upgrade.exe, and InstallVersion.ini in the Install folder. The InstallVersion.ini file is part of each release of NP_xxx_Server.exe. Do not modify the contents of InstallVersion.ini unless specifically directed by a CTS Technical Support Engineer.
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Server-based Dial Plan 4 Each Net Phone can be configured to follow a local Dial Plan or a Server-based Dial Plan. This is controlled in Net Phone’s Preferences dialog box under the Dialing Tab. How a person accesses outside lines and the numbers to be dialed can be fairly complex and is best administered using a central set of rules and a person familiar with the PBX and local dialing rules.
Server-based Dial Plan Dial Plan Setup ³ To Setup a Dial Plan on the Server 1. Go into the Net Server, under Processes, Show the Dial Plan Service (right-click and choose Show Service). 2.
Server-based Dial Plan Dial Plan Setup Calling Within My Home Area Code • Home Area Code – Set this to the Area code where the phone is located. This will be used by Net Phone to determine which dialed calls are within your home area code and when searching a contact manager (reverse screen-pop) the dialed number will need the area code included, i.e. Microsoft Outlook. • Local Calls? – Select either All Calls in my Area Code or only Calls to these Office Codes.
Server-based Dial Plan Dial Plan Setup Calling Outside the Home Area Code • Local calls? – Select either None or Only Calls to These Area+Office Codes. • Local Area+Office Codes – This entry is only presented when you chose Only Call to These Area+Office Codes in the previous step. The pull down listing shows the codes (area code plus prefix codes) that are considered to be a local call from your location. Click the C button to add, delete, or change codes by displaying the "Change Dial Rules" screen.
Server-based Net Phone COS 5 The creation of a Server-based Class of Service for Net Phone begins in Net Server using the Net Server Administrator program, followed by creating your configuration on the Admin Net Phone, then publishing the configuration files to the Net Server PC.
Server-based Net Phone COS Dial Plan Setup Step 1: Create User Groups (Net Server) 1. Open Net Server Administrator by selecting Setup/Administration from within Net Server. 2. Log in with username admin and password admin. 3. Select the User Groups tab. 4. Click the Add New Record button (see circled button on following diagram). 5. Type in a name to represent the Net Phone Administrator (NetPhoneAdmin in this example) and click Okay.
6. Click the Add New Record button again, and this time, type in a name to represent the Net Phone Users’ group (NetPhoneUsers in this example). 7. Click Okay. 8. Repeat the above steps to create any other Net Phone user groups as needed.
Server-based Net Phone COS Dial Plan Setup Step 2: Assign Users to Net Phone Application (Net Server) By assigning User Groups to the Net Phone application allows you to assign a common “Class of Service” and “Configurations” for all users in a group. Individuals that are not part of a group can also be assigned as a Net Phone application user. 1. Select the Applications tab. Highlight the Net Phone entry. • Named User Groups – You can create named groups (like “NetPhoneAdmin”, “NetPhoneUsers”, etc.
Server-based Net Phone COS Dial Plan Setup 2. Add User Groups to Net Phone – Click Add New Record (see circled button above). The following window pops up: • Select the newly created NetPhoneAdmin Group from the Client/(Group): drop-down box. • Select World for both Read Level and Modify Level from their respective dropdown boxes. • Place a checkmark in the Server Admin Privilege checkbox.
Server-based Net Phone COS Dial Plan Setup • Click Done. 3. Repeat by highlighting the NetPhone entry and click the Add New Record button again. • Select the NetPhoneUsers Group created previously from the Client/(Group) drop-down box. • Select Denied for both the Read Level and Modify Level from their respective drop-down boxes. • Uncheck the Server Admin Privilege checkbox. • Place a checkmark in the Use Server-based Configurations checkbox.
Server-based Net Phone COS Dial Plan Setup • Click Done. 4. Repeat the preceding steps to add any remaining Net Phone user groups.
Server-based Net Phone COS Dial Plan Setup Step 3: Assigning Users to User Groups (Net Server) 1. Select the Users tab.
Server-based Net Phone COS Dial Plan Setup ³ To Assign Users as Net Phone Administrators 1. Scroll down the list of User Names. 2. Double-click on the User Name (NPAdmin – 1000 in this example.) to be a Net Phone Administrator. 3. Create a new user if not found. 4. Place a checkmark in both the Admin and Users groups as is shown in the following screen: 5. Click Done. 6. Repeat for other Net Phone users to be assigned as Administrators.
Server-based Net Phone COS Dial Plan Setup ³ Assign Users as Net Phone Users 1. Scroll down the list of User Names 2. Double-click on the User Name (NPAdmin – 1000 in this example.) to be a Net Phone User. 3. Place a checkmark in the User group only as is shown in the following screen: 4. Click Done. 5. Repeat for other Net Phone users to be assigned as Users.
Server-based Net Phone COS Dial Plan Setup Step 4: Create Configuration Files using Admin Net Phone Restart the Administrator’s Net Phone, if Net Phone is running, shut it down and restart. Set up the buttons, Call Handler rules, skins, etc. as you would like the users’ Net Phones to be configured. Use the Net Phone User’s Guide as needed for how to configure Net Phone. Additional advanced configuration information can be found later in this document. ³ To Change the COS Configuration 1.
Server-based Net Phone COS Dial Plan Setup 4. Right-click on the highlighted file and choose Edit. The window shown right appears: 5. Change each value from ‘=Y’ to ‘=N’ that should be set and controlled from the Server. Any items left using the ‘=Y’ setting will allow the user to change and keep those settings on that local PC. The file from the server will not be downloaded. (See “Editing the AG_COS.INI File (COS)” on page 50) 6. Click File > Save to save the changes. Close the “AG_COS.INI” file.
Server-based Net Phone COS Dial Plan Setup Step 5: Publishing the Configuration Files When a Net Phone is assigned with “Admin” privileges (either the Server Admin Privilege or the Group Admin Privilege #1), then a Publish item will be provided on the File menu. When the Publish menu is selected a screen similar to the screen shown right.
Server-based Net Phone COS Verification of Settings Verification of Settings The Net Phone at each desk must be restarted for the configuration changes to take effect. If you have included the button files in this configuration, verify that the user does not have the ability to change the buttons’ features. If you have included Call Handler rules in the configuration, verify that the user’s Call Handler has the appropriate rules set up.
Server-based Net Phone COS Duplicating Configuration Files to Other PCs Duplicating Configuration Files to Other PCs Another method for rolling out Net Phones on multiple PCs is to define the configuration on one Net Phone and copy the appropriate configuration files onto other PCs. This method allows users to control their own configurations, while they start from a common configuration. This may be preferable for some installations, especially sites having only a few Net Phones.
Server-based Net Phone COS Duplicating Configuration Files to Other PCs Button Configurations The buttons can be defined on one PC and copied to other PCs to create an identical set of functions. The following files define the configurations of the buttons on the phone. Key Configs Description NP_KEYS1.INI Defines Shortcut Keys, Keys on Main NP screen (except ACD wide keys), and current Skin selection. NP_KEYS2.INI Configuration of the ACD wide keys on Main NP screen. NP_KEYS3.
Server-based Net Phone COS Duplicating Configuration Files to Other PCs User Defined Actions Net Phone uses the compiled list of User Defined Actions. Actions can be created, tested and exported to create *.AC files. Renaming these files accordingly (exported files have a numeric value for a name) and changing the suffix when needed can provide the best way to copy selected actions to other PCs. Action Files AGT_PHN.ACS Description Compiled User Defined Actions *.AC Exported Action file. *.
Server-based Net Phone COS Duplicating Configuration Files to Other PCs Personal Call Handling Rules Net Phone uses the compiled list of Personal Call Handling Rules. PCH Rules can be created, tested and exported to create *.RU files. Renaming these files accordingly (exported files have a numeric value for a name) and changing the suffix when needed can provide the best way to copy selected rules to other PCs. Directory Files NET_PHN.RUL 46 Description Compiled Personal Call Handler Rules *.
Server-based Net Phone COS Advanced Configuration Advanced Configuration Some items of the configuration can be changed but are not always present in the Administration interface available to the user. This includes an ability to create a Post Call Survey type of operation, using Extra Call Info items as part of the conditions for creating Personal Call Handling rules and some hidden parameters that should not be readily changed except as part of the initial setup.
Server-based Net Phone COS Using Extra Information in Personal Call Handler Rules Using Extra Information in Personal Call Handler Rules The Personal Call Handler supports the use of Extra Information when the triggering event is either Call Ringing or Call Answered. The only choice offered in the pull down list is CallerID Name. Additional fields can be inserted by typing the name in the entry box. The syntax for the parameter must match the field exactly with that used within TOSHIBA.
Server-based Net Phone COS Using Extra Information in Personal Call Handler Rules Example The Net Phone user may want a special alerting tone whenever a call rings when the caller has selected or indicated to the system the call should be directed to specific agent. In this case, we want to play the Whistle WAV file for this alert function.
Server-based Net Phone COS Editing .INI Files Editing .INI Files Editing the .INI files can change a number of advanced configuration settings. These files contain configuration information, some of which is dynamically written by the application, some are set using the Admin tools on the Main Menu, and others are in the background and require manual editing to cause a different behavior.
Server-based Net Phone COS Editing .INI Files Item Config File Description Chg_BotKeys=Y NP_KEYS3.INI 3rd Bank of Programmable Keys Chg_MainSet=Y AGNT_PH.INI Main Configuration Chg_OutLookSet=Y None Outlook Link Settings* Chg_InfoSet=Y CALLINFO.INI Extra Info Feature Configuration Chg_Recording=Y NP_REC.INI Record-a-Call Settings Chg_ACD=Y ONP_ACD.INI ACD Feature Settings ShowMaintOnSplash=N None Show maintenance expiration date on splash screen Chg_AppKeys=Y NP_AppBs.
Server-based Net Phone COS Editing .INI Files Editing the Agnt_Ph.INI File (Net Phone Main) This configuration file contains many topics, some are controlled using the Preferences Menu settings, some are dynamic and written by Net Phone during its use and others are static and can only be changed by manually editing this file. This section describes those items that need to be manually edited. DO NOT change other items unless instructed by TOSHIBA Technical Support.
Server-based Net Phone COS Editing .INI Files Message Lamp On some installations the Red Message lamp (next to the MSG key), may not be desirable as message information is also displayed on the LCD Display. To disable the message lamp, set this flag to =N for No. [General] MsgLamp2=Y Call Logging Call logging is the process of capturing and writing out call information to a “logging file” at the completion of each call.
Server-based Net Phone COS Editing .INI Files Exporting Call Information The Exporting Call Information is an action, which can be triggered from a Personal Call Handler rule or by the user pressing a programmable key set with this action. The action first pops up an "Export Information" screen that allows the user to add/review the information to be saved. If any required fields are empty, the user must enter them before being allowed to export.
Server-based Net Phone COS Editing .INI Files [EXPORT] Settings Definitions HideFields=D HideFields – This parameter is used to designate which fields to hide from the user when the "Export Information" screen is presented. Use this to hide fields your agents do not need to enter. The choices of fields includes: M = Main Listed Telephone Number P = Phone number (CallerID or ANI on the call) N = Name (CallerID name) A = Account code D = Destination. Important: Do not Hide a Required field.
Server-based Net Phone COS Editing .INI Files [EXPORT] Settings Definitions AutoModify – When the user has entered information into the "Export Information" screen, it is typically desirable to immediately attach this information to the telephone call in progress. This flag is used to turn on this feature by setting it to "Y" for Yes.
Server-based Net Phone COS Editing the NP_Rec.INI File (Recording) Editing the NP_Rec.INI File (Recording) When using OAISYS Tracer or Auto Call Record, a button can appear on Net Phone to show the recording status, offer the ability to start or stop the recording, and to enter a bookmark into the recording record. These are controlled in the NP_Rec.INI file and can be selected during installation if the OAISYS Replay Option were chosen during installation or can be changed later by manual editing.
Server-based Net Phone COS Editing the NP_Rec.INI File (Recording) ³ To Enable Inserting Bookmarks Net Phone can be used to manually insert bookmarks into the OAISYS Tracer recordings while the call is recording. Change Set_Bookmark to =Y. This setting also makes this feature available in System/PBX Commands for creating User Defined Actions. The lines marked Bookmark1= to Bookmark’x’= provides a naming list for a selection of bookmarks to be inserted. The number of choices can be reduced or increased.
Server-based Net Phone COS Editing the ONP_ACD.INI File (ACD) Editing the ONP_ACD.INI File (ACD) This file controls the ACD features allowing or disallowing the use of ACD keys on the Net Phone. These controls define a set of functions for use with ACD including the ability for the ACD Supervisor to login and take calls or not take calls. The default setting of this configuration file is highly dependant upon the PBX that this Net Phone is connected.
Server-based Net Phone COS Editing Chat_COS.INI File (Chat) Editing Chat_COS.INI File (Chat) The Class-of-Service INI file has the following settings that can be changed using a simple text editor. [COS] 60 Settings Definitions EnableDND_COS=N Set to =Y to enable the use of a DND function. SendBroadcastMsgs=N When set to =Y this user is capable of sending a broadcast message. ShowEveryoneGroup=N When set to =Y this user will have a group that shows everyone on the system.
Open Architecture Interfaces 6 The Open Architecture provides for integrating applications within Net Phone, such as the Personal Power Dialer or Chat as well as provides enabling links for other programs running on the PC. The Net Phone is specifically designed to cooperatively work with many different Windows applications. This allows you to do many different things including: • • • • • dialing from other applications. automatically screen pop a contact database when a call rings in.
Open Architecture Interfaces Registry Entries Note Toshiba reserves the right to make changes (including changes, additions, and deletions) to these open architecture interfaces without notification. The information in this section cannot be guaranteed to be 100% accurate and some commands may not work with all PBXs.
Open Architecture Interfaces Open Architecture Links Open Architecture Links DDE Command Interface The TOSHIBA Net Phone provides a DDE interface so that other programs can be setup to send commands to dial, answer, and hang-up calls plus other capabilities. This is quite useful, for example, when using a PIM or contact manager program like Commence or DayTimer Organizer (or any program that supports DDE dialing) to look up and dial a phone number.
Open Architecture Interfaces Open Architecture Links Divert Call Send a ringing call to another destination. Format: DIVERT, "CallID","Phone Number","Mbox" Where: CallID = PBXCall ID of call, or if “” then Longest Ringing call will be assumed. Phone Number = Inside or Outside phone number, Outside must have a comma – if comma is first , use Trunk Access Code programmed in Net Phone. Mbox = Voice Mailbox extension if call is going to V-mail. Modify Call Change or attach info to an Outside call.
Open Architecture Interfaces Open Architecture Links Dial Feature To dial a feature code. Format: FEAT, “feature code Where: Feature code = Your PBX’s feature activation code. Start Recording To start recording the call using either Auto Call Record or Tracer. Format: REC_START, PBX_CallID, Ext# Where: PBX_CallID = ID of call to be recorded. If left blank the “Talking” call will be assumed.. Ext# = Extension on call, if blank the Net Phone Ext will be assumed Stop Recording To stop recording.
Open Architecture Interfaces Open Architecture Links Phone Control Commands Minimize Net Phone Window Sends the Net Phone window down into the tray. Formats: 1) MINIMIZE 2) [Minimize ( )] Where: Restore Net Phone Window Brings the Net Phone window back into its last position on the screen before being minimized. Formats: 1) RESTORE 2) [Restore ( )] Where: 66 Dial A Feature Code String Dial a feature code string. Formats: FEAT,”Feature Code Where: Feature Code = The feature code to be dialed.
Open Architecture Interfaces Open Architecture Links ACD Commands Agent Login Log into an ACD Group. Format: ACD_LOGIN, AgentID, Pilot, ForExt, popup Where: AgentID = leave blank if not by AgentID, “*” = use last Agent ID used Pilot = ACD group extension, left blank = ALL ForExt = Blank = 1st-party, Non-blank – target 3rd-party extension Popup = Non-blank – means popup Net Phone. If = “L” then also popup the Login/Logout screen.
Open Architecture Interfaces Open Architecture Links Other Commands 68 Run Action To run a Net Phone User Defined Action. Format: DO_ACTION, ActionName Where: ActionName = Name of user-defined action to be run Copy Info To copy information about this call into Windows Clipboard.
Open Architecture Interfaces Open Architecture Links System Command Execute a system/PBX command. Format: SYSTEMCMD, Command String Where: Command String = Command string and parameters to be performed. See PBX/System commands in User-Defined Actions of the Net Phone User’s Guide. Calendar Appointment Outlook Calendar sends an indication whenever the appointment status is changed. Typically, these will occur when an appointment starts and again when it ends.
Open Architecture Interfaces Command File Interface Command File Interface Net Phone also supports all of the above commands through a 'command file' interface so that programs that don't have DDE capabilities can send commands if they can simply create and write to a TXT file. The Net Phone monitors its "\REQ" subdirectory for command request files to appear with the filename .REQ or an .RER.
Open Architecture Interfaces OLE / COM Interface Call Control Commands Answer Call Answer the first ringing or holding call. Format: Answer ( ) AnswerCallID (PBX_CallID) Answers a specific call, ringing or holding. Where: PBX_CallID = PBX CallID as represented in ‘&B’. Dial Call To dial an extension or outside phone number.
Open Architecture Interfaces OLE / COM Interface Where: CID = Net Phone’s Call ID for the desired call (i.e. this could have been provided to the app using an event from Net Phone with %I variable). Or leave blank (“ ”) if want to use the call on which you are presently “Talking”. Num = Inside or outside phone number, outside number msut have a comma – if comma is first, use Trunk Access Code from the Dial Plan. Mbox = Mailbox number to receive the call if “Num” is V-mail number.
Open Architecture Interfaces OLE / COM Interface Phone Control Commands Set Phone View Sends the Net Phone window down into the tray or brings it back to its normal view on the screen. Formats: SetPhoneView (ViewType) Where: ViewType = 0 = Normal , 1 = Minimized Dial Feature Code Dial a feature code string. Formats: DialFeature (FeatStr) Where: FeatStr = Feature code of the PBX. Set DND To turn on or off DND with an optional message.
Open Architecture Interfaces OLE / COM Interface ACD Agent Commands Agent Login Format: ACD_LogIn (AgentID, PilotExt, PhoneExt, PopUp) Where: AgentID = Leave blank if not by AgentID, “*” = use last Agent ID used PilotExt = ACD group extension, left blank = ALL PhoneExt = Blank = 1st-party, Non-blank – target 3rdparty extension PopUp = Non-blank – means popup Net Phone Agent Logout Log out of an ACD Group.
Open Architecture Interfaces OLE / COM Interface Other Commands Perform Action To run a Net Phone User Defined Action. Format: PerformAction (ActName, ActType, ActParm ) Where: ActName – Can be the label on a key. ActType – Number of action: 1 = dial feature, 2=dial number; 3=OAI command; 5=User-Defined action, 7=Pop URL; 8=Run Pgm ActParam -- Parameter for the selected action (i.e. “4969060” for phone number). Run Action To run a Net Phone User-Defined Action.
Open Architecture Interfaces OLE / COM Interface 76 Where: CallID = Leave blank if want to use ‘CallTypes FieldName = Name of field to be read -- “CID”, “CallerID”, “CallerIDNum”, “CallStatus “, “Account” are ‘standard’ fields, but any ‘extra-info’ field can also be read. CallTypes – Only used if CID blank, Find first call matching these types "T"alking, "R"inging, "H"olding, "C"learing. Note: If no calls match, a Null string will be returned.
Open Architecture Interfaces OLE / COM Interface Set Info Field Set information field on a call. Format: SetCallInfoField (CID, FieldName, FieldValue, CallStatus) Where: CID = Net Phone’s Call ID for the desired call (i.e. this could have been provided to the app using an event from Net Phone with %I variable). Or leave blank (“ ”) if you want to use CallStatus or Net Phone’s most likely call.
Send Chat Send a Chat message using TOSHIBA chat client. Format: SendChat (sExt, sName, sMsgType, sMsg, sSendOption) Where: sExt = The Extension number of the person to chat with. If you leave this blank, the main Chat window will pop up and allow you to manually select the person sName = (don’t need to supply if sExt is provided) – The name of the person to chat with.
A Trouble Shooting Installation Problems Cause(s): Solution(s): TAPI Service Provider Not Matched Net Phone searches the installed list of TAPI Service Providers for any entry containing the words “Net Server” The error appears when Net Phone is unable to match the specified text to any TAPI Service Provider. Ensure the TOSHIBA Net Server TSP is installed and appears in the Telephony section of Control Panel.
Trouble Shooting TAPI Service Provider Problems TAPI Service Provider Problems Cause(s): Solution(s): Couldn't Resolve Hostname The hostname in the configuration dialog is misspelled or does not exist. DNS name resolution may be configured incorrectly. Check the spelling of the hostname. Ping the Net Server by name. If this fails, try pinging by IP address. If the ping by name fails but the ping by address works, contact the Network Administrator to resolve the DNS problem.
Trouble Shooting TAPI Service Provider Problems Cause(s): Solution(s): Software Key Feature Points Unavailable The copykey is not installed on Net Server PC. Attach the hardware key to the Net Server PC parallel port and click ReRead Copy Key on Net Server Copykey tab. The copykey does not contain Net Phone licenses, or all available Net Phone licenses are currently in use. View the number of points available on the key using the Copykey service entry on the Net Server Services tab.
Trouble Shooting Configuration Problems Configuration Problems Cause(s): Solution(s): Net Phone is Running in Demo Mode May not be connecting to NetServer. Verify NetServer is operational and Net Phone is pointing to the server’s name or IP address. May not have enough feature points to run Net Phone. Check the available feature points on Net Server. Make sure there are sufficient licenses available for the number of active copies of Net Phone.
Cause(s): Solution(s): Net Phone is Dialing an Area Code for Local Calls The local Dial Plan Rules are configured incorrectly. Go to Setup | Preferences | Main and check the local Dial Plan settings. Make sure "Dial Area Code on all Local Calls" is not checked. The Server Dial Plan Rules are configured incorrectly. Go to Setup | Preferences | Main and Check Plan next to "Use SERVER Dial Plan." Test local numbers using the Tester.
Trouble Shooting Third Party Out Dialing/Screen Pop Problems Third Party Out Dialing/Screen Pop Problems Cause(s): Solution(s): GoldMine is Not Dialing Out on Net Phone Some early versions of Net Phone could not properly control Goldmine or other 3rd Party TAPI applications. Use Net Phone 3.2 or higher. Re-install Net Phone with the latest version available to your maintenance plan from Toshiba FYI.
Trouble Shooting Miscellaneous Problems Miscellaneous Problems Cause(s): Solution(s): Call History File is getting too big The Call History feature logs all calls to a text file. Call History is logged to a file, by default, the calllog.txt file in the User’s Local Settings folder. When the calllog.txt file exceeds the limit defined in the Agnt_Ph.INI configuration file (default size is 1 Mbyte), the calllog.txt file is renamed calllog.prv and a new calllog.txt will automatically be started.
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