Setup Guide for PCBest Networks SIP

Transcription

1 Setup Guide for PCBest Networks SIP PBX v2 1/42

2 Table of Content Setup Guide for PCBest Networks SIP PBX v Pre Installation Check List:... 3 SQL Server 2000, 2005, 2008 Free Version...3 Carrier Information (For Each Carrier Used)...3 Define Dialing Requirement...4 Define Extension List Groups...4 Define Agent Groups and Codes...5 Agent group definition...5 Agent definition...5 System Setup... 5 Download and install MS SQL Server Express...5 Download and install SIP PBX v2...5 Run SIP PBX v2...6 Set SIP Accounts...7 Set Extensions...11 Set ACD Hunt Groups...15 Set Call Parking...20 Set Ring Groups...22 Set Dial Plans...25 Set Database Connection...29 Set IVR menu...30 Set Conference Room...32 Set Monitor Group...34 Set Pickup Groups...35 Set PBX Network...37 Advanced Features Set Plugins...38 Set Outbound Tasks...39 Setup Web Pages /42

3 Pre-Installation Check List: SQL Server 2000, 2005, 2008 Free Version (Not Mandatory) The PCBest Networks SIP PBX allows you to interface and store information for reporting in MS SQL server. This will help to aid in reporting and real time monitoring of the agents. This software is free and downloadable from Microsoft. Carrier Information (For Each Carrier Used) Description Information Comments Observation User Name For ANI Display Delivery Will not affect call route, however could affect rates charged Authorization Cust_smith Account Authorization to identify account If not correct you will not receive inbound calls Password abc If not correct you will not receive inbound calls SIP Proxy Normally the same as Domain Must be matched by carrier to route outbound calls SIP Domain Normally the same as proxy Must be matched by carrier to route outbound calls Display Name Joe Smith Persons name Does not affect routing SIP Port 5060 Default for Non Encrypted SIP Default, however must be verified by the carrier 3/42

4 Define Dialing Requirement Dial Patterns are for both inbound and outbound dialing. There are many options to be selected so plan carefully to make is a smooth transmission. You can use the * as a wild card in the patterns. Dial patterns are defined based on the order they are entered into the systems, so plan carefully. Description Pattern Group Allowed Comments Extension Dialing No Pattern Needed Make sure extensions do not overlap with dialing pattern. Dialing patterns can override extension dialing patterns Outbound Dialing Domestic 91* All Local National Dialing Do not forget to strip the 9 off when defining the route Outbound Dialing International 9011* Management For international dialing you may want to limit restriction to management personal Inbound ACD 1 Atlanta IT Set time of day 08:00 to 17:00 Mon Fri Inbound ACD 2 Los Angles CC Set time of day 06:00 to 19:00 Mon Fri Inbound ACD 3 India CC Set time of day 19:01 to 23:59 Mon Fri Inbound Voic NA Set time of day 00:00 to 06:00 Inbound Voic NA All Day Sat & Sunday Define Extension List Groups There are three types of extension and the number plan can be from 2 to 20 digits long. Strong numbering plans will keep you from reprogramming your system when you exceed your short term needs. Extension Types: Normal, Supervisor and Virtual Description Extension List Group Comments Corporate Admin Normal Extension For Normal Extension Atlanta IT Support ACD Group 1 For ACD Queue for IT Los Angles Call Center ACD Group 2 For ACD Queue for Call Center India Call Center After Hours ACD Group 3 Until Midnight Special Numbers Remote Call forwarding and Virtual Extensions 4/42

5 Define Agent Groups and Codes ACD is designed to work by either assigning extensions to a queue or ACD Agent codes. Which one do you use? You will use extension when you have a small number of agents that are always assigned to the same extension. If you have a larger number of agents or the extensions are used by more than one person you should assign agents codes to keep proper track of the user calls. Agent group definition Description Group Group Code Comments Atlanta IT Support ACD Group For ACD Queue for IT Los Angles Call Center ACD Group For ACD Queue for Call Center India Call Center After Hours ACD Group Until Midnight Agent definition Description Agent Code Group Code Comments Supervisor Extension 1200 ACD Group 1 To Monitor Agents Supervisor Agent ACD Group 1 For ACD Queue for IT Agent ACD Group 1 For ACD Queue for IT 1020 Extension 1300 ACD Group 1 To Monitor Agents Supervisor Agent ACD Group 2 Los Angles Call Center Agent ACD Group 2 Los Angles Call Center 1030 Extension 1400 ACD Group 1 To Monitor Agents Supervisor Agent ACD Group 2 Los Angles Call Center Agent ACD Group 2 Los Angles Call Center System Setup Download and install MS SQL Server Express If you are going to use MS SQL Server please download from Microsoft and follow installation instructions. Download and install SIP PBX v2 5/42

6 Please download the PCBest Networks SIP PBX here. Then unzip the file by winzip, and run the "setup.exe" file. NOTE: Your machine must have.net Framework 2.0 installed. If you don't have.net Framework 2.0 on the machine, the setup program will ask you to download it and install. Run SIP PBX v2 Find the shortcut in Start/All Programs, or on the desktop. The application will start. 6/42

7 Set SIP Accounts This section will show you how to setup and explain the use of each filed. The SIP account information is used to register with other SIP systems, to identify the IP information necessary to call routing to the PBX and information necessary for outbound calling. Procedures (See Diagram Flow Below) 1. From the menu select Options > SIP Accounts 2. Press the Add Button 3. Fill in all information (SIP Message sip: PCBest400 a. Display Name Will show on any device or program receiving the call that is capable. In the example above it would be PCBest400 part of the message. b. User Name Can be an extension number, a name or an ANI. When sending the calls to a public network you many want to use a valid originating phone number. This is what will show on a person s phone. Non 10 digits numbers will not be displayed through the public network. In the example above it would be then 400 part of the message. c. Domain Name The server that you register with to receive inbound calls. d. Proxy Name The server that will process outbound calls. In the example above it would be the pcbest.net part of the message. e. Authorization This is the username given by the SIP provider for calling permissions. f. Password This is the password given by the SIP provider for validation. g. Expire Duration This is a timer to say How long between registration events with the SIP provider before registering again. This is done in seconds. h. Register with sip server Check yes or no not all SIP servers require registration for placing or receiving calls. Note: You do this for each SIP provider (PBX or Carrier) 7/42

8 Assume we set up 3 SIP accounts. Click Menu (Options/SIP Accounts) SIP Accounts List Dialog: Click "Add" button: We set up PCBest4000 SIP account for inbound call. 8/42

9 Setup another CallWithUS SIP account for outbound calls. Setup the third CallCentric SIP account for outbound calls. 9/42

10 You will see all the SIP accounts in the list. Click OK button to close the dialog. You need to restart the PBX service to make the SIP accounts effective. 10/42

11 Set Extensions We set up 3 extensions here too. Click Menu (Options/Extensions) Extensions List Dialog: Click "Add" button to set up extension /42

12 Setup another extension /42

13 Then setup a virtual extension 103 which uses outbound rule to dial outside phone number. When the call is directed to this phone line, PBX will use outbound dialplan to reach the number. We will define a 9* outbound rule in dialplan. 13/42

14 You will see all the extensions in the list. 14/42

15 Set ACD Hunt Groups We set up 2 ACD groups here. Click Menu (Options/Hunt Groups(ACD)) ACD List Dialog: 15/42

16 Click "Set Agent" button to set up agents. ACD agents are the working people who can use any extensions to answer the ACD calls. Before agents start to work, they must sign in on an extension. The Agent List Dialog: 16/42

17 Add an agent Then add two more 2002, and See the list Go back to the ACD List, then we add an ACD group "ACD1". It will deliver calls to extensions 101 and /42

18 Then we add another ACD group "ACD2". It will deliver calls based on agents code 2001,2002,and /42

19 ACD list: 19/42

20 Set Call Parking We set up 1 Call Parking Slot. Click Menu (Options/Parking Slots) Parking slots List Dialog: 20/42

21 Click "Add" button to set up Call Park 1. *61 means when agents need to park the call, they press *61. When agents want to pick up the call in Call Park 1, they dial into PBX by *61. Call Park 1 is in the list. 21/42

22 Set Ring Groups We set up 1 ring group. Click Menu (Options/Ring Groups) Ring Groups List Dialog: 22/42

23 Click "Add" button to set up "Ring Group 1". 23/42

24 Add ring group destination: 24/42

25 "Ring Group 1" is in the list Set Dial Plans Now it is the time to setup dial plans, which is the most important part define your call routes. Click Menu (Options/Dial Plans) Dial Plans List Dialog: 25/42

26 Click "Add" button to add one inbound plan "PCBest4000", and direct any calls to 4000 to ACD1. 26/42

27 Define an outbound dialplan using CallWithUs's SIP account. We assume any calls to 9* will be regarded as outbound calls, and will be using CallWithUS SIP account to dial out. Same we define another outbound rule 8* to use CallCentric's account: 27/42

28 Dialplan List: 28/42

29 Set Database Connection First, you must get the MS SQL database ready, either on the local machine, or on the network. Then create a empty Database for PBX. We assume that the DB name is gtsippbxv2. In the menu server/database connection, you can set PBX to work a MS SQL database. Then in order to write all the CDR information into DB, please set CDR options like the following picture: 29/42

30 Set IVR menu In the menu, options/ivr menus, you can set as many as IVR menu you want. You can connect IVR menus with each other, so clients can get to one and another by choosing a digit. You can forward your incoming calls to IVR menu, or set your outbound tasks to run specific menu. 30/42

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32 Set Conference Room The same, you can setup as many as conference room you want. For each conference room, there is one unique name. You may need to ask a password for people entering conference room, and in this case, the conference room can be connected into an IVR menu. 32/42

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34 Set Monitor Group The monitor groups are used for supervisors to monitor extensions or agents live calls. Supervisors even can barge-in to the call, just like attending into a 3-way conference. 34/42

35 Set Pickup Groups Pickup group is useful for picking up calls that are forwarded into extensions whose agents are not available. 35/42

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37 Set PBX Network 37/42

38 Advanced Features Set Plugins Plugins are external dlls that exist in "plugin" sub folder, and are loaded when PBX starts. There are three C# plugin samples in pbx plugin sub folder, for three types of PBX plugins, "IVRMenu", "Init" and "Routine". 38/42

39 Set Outbound Tasks PBX can automatically make outbound calls by pulling jobs from Database. Auto Dialer Tasks are outbound jobs from database. You can use it to make outbound calls, then do special routes for connected calls. Typical auto dialer tasks can be: Auto Survey Calls: You can specify an auto dialer task which presents an IVR menu for the connected calls. Once the customer chose an option, then forward the call to another menu, and so on. The customer choices will be record into database like this: IVRMenu1,1;IVRMenu2,2;... Call me back: Your customer can give a phone number to call back on your website. The phone number will be stored into pbx's auto dialer call jobs table. The pbx will call the number, and once the call is connected, then forward the call to an extension(or agent). CRM, Message Broadcasting, and other applications: Broadcast your messages to a large of phone numbers to increase your sale. auto_dialer_jobs is the table that pbx will keep checking for outbound jobs. Here is the explanation about the fields: ID: unique job id. Bigint type. Type: the id to distinguish the outbound tasks. For example, you may have two types of outbound tasks. One is for reminding customers about the new products, and another is for a survey. You can run different dialplan or IVR menu for individual task. It is smallint type. Caller: Caller number to set Callee: Callee number to call out CallTime: Scheduled time for dialing out All call jobs that are done will be saved into another table, auto_dialer_done. ID: unique job id. Copy from auto_dialer_jobs ID field. Type: same as the type field in auto_dialer_jobs. Caller: Caller number to set Callee: Callee number to call out Result: Scheduled time for dialing out CallInit, CallBegin, and Callend: the time of call. DTMFs: DTMF string the customer chose. 39/42

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41 Setup Web Pages There are ASP.NET source code for web interface monitoring. Please do so to install your web code to the IIS server. 1. Install.NET framework 3.5 on the IIS server machine. 2. In the pbx installation folder, there is sub-folder, webroot. Please open the web.config. Change the following green part for your database connection. <connectionstrings> <add name="gtsippbxv2connectionstring" connectionstring="data source=.\sqlexpress;initial Catalog=gtsippbxv2;Trusted_Connection=Yes" providername="system.data.sqlclient"/> </connectionstrings> If you are not sure what your connection string is, please feel free to contact PCBest Networks, or look at these links: Copy all the files in webroot into your IIS s web document folder. Assume it is accessable by Also please right configure the IIS to run asp.net code. Or if you have Visual Studio 2005, you can open the project by apptest.sln. Then use 2005 to publish the web: 41/42

42 4. You can login by extension s number and password. 5. Once you login, you can see all the status of PBX about extensions, channels, agents, and other. Also you can search CDR calls. 42/42