Configurator Administrators Guide

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1 Configurator Administrators Guide

2 Table of Contents 1 Introduction and Definitions Users Users Viewing Users Adding a User Editing a User Add User Wizard Import LDAP/AD Users Assigned Channels My Items Departments Recordings Add Managers User Queue Archived Personal Call Restrictions Zones Restrictions Directory Session Drop Admin Privileges (This session only) Logout System About Network Configuration Devices Devices View Devices Add Device Configure Zap Channels Manage Servers Session System Phones Extensions Extensions View Extensions Add Extension Routing DID Routing Rules Outbound Routing Directory Printable Extension List Parking Settings Session System Queues...21 Configurator Admin Reference

3 6.1 Queue Settings View Queues Add Queue Settings View Assist URLs Add Assist URLs Pause Reasons Dispositions Apply Changes Now Session System Call Groups Call Groups Add Group Edit Group Edit Members Delete Group Call Groups (side menu) View Groups Add Group Find Me/Follow Me Session System Conferences Conferences Add Room Edit Room Delete Room Session System CDRs CDRs Show CDRs Call Recordings Purge Settings More Reports Inbound/Outbound Calls Session System IVRs IVRs Add IVR Session System Sounds Sounds Phrases Music On Hold Classes for Music On Hold Speech Recognition Add Dictionary Edit Dictionary...39 Configurator Admin Reference

4 11.5 Faxes Session System...39 Configurator Admin Reference

5 1 Introduction and Definitions Asterisk 1 is an open-source software application that emulates the functionality of a Private Branch Exchange, or PBX. A PBX is used to allow telephones within a business to communicate with each other, as well as place and receive calls outside the business. The PBX allows the devices to share the access channels coming into the business. In most businesses all phones will not be simultaneously in use calling outside the business, therefore the PBX provides the benefit of not requiring a separate line for each phone set. Connections to Service Provider PBX Telephone Sets In addition to multiplexing the access channels, the PBX provides various call handling features such as call transfer, call park, three way calling, forward and away features, as well as functionality such as voice mail, auto attendants, conference bridges, call queues, and hunts groups. The ASG Configurator is a configuration tool designed to provide a convenient, easy to use interface to set up and manage activities associated with the PBX. Devices may communicate with the Asterisk PBX using different protocols, depending on the device type. Analog devices generally use the Zaptel protocol VoIP handsets generally use the SIP protocol Instead of SIP, some devices may use the IAX2 (InterAsterisk exchange) protocol 1 Asterisk is a registered trademark of Digium Corporation. Configurator Admin Reference 1

6 Useful Definitions The following are useful definitions to understand before using the configuration tool: Agent is a member of a call center or queue that is available to take calls from one or more queues for sales, support, customer service, etc. Assist URL is a URL that pops information on a screen for an agent to use during a call. CDRs (Call Detail Records) are server details of each call stored in a data format. Call Groups are groups of devices on a specific ring plan. Groups can be Ring All, Hunt, or Find Me/Follow Me type groups. A Ring All group rings all members devices simultaneously. A Hunt Group dials devices serially, attempting to get an answer until the call terminates to a voic (if not answered). A Find Me/Follow Me is a personal call group where different devices belonging to the same user can ring in a hunt-type fashion. Campaigns are outbound dialing efforts defined in OmegaDial. Conference Bridges are meetings where devices and outside calls may dial in and join a conversation. Contact Pools are groups of contacts that are used for OmegaDial campaigns. Devices are physical handsets (telephones) or soft phones with one or multiple lines. Direct Inward Dial (DID)s are numbers that may be dialed from outside the business to access the PBX. DIDs are associated with an extension. In the logical drawing above, there are 4 connections to the PBX from the Service Provider. However, the Service Provider may provide a block of numbers (i.e through ) that will be routed to the 4 connections on the PBX. This example would allow twenty telephone sets to have their own unique number outside the business. Extensions are numbers that identify where a call should go. They may point to a device or some entity of the PBX (call group, queue, IVR, etc.). Interactive Voice Response (IVR) is a mechanism for directing call flow in the PBX. It has the ability to use the touch tone sounds to interact with callers to capture information or instruct the PBX to perform certain actions. Queues are where calls are held in the specific order in which they arrive until they are answered or sent somewhere else. Configurator Admin Reference 2

7 Queue Member is a user assigned to a queue to answer calls that come in to the queue. SIP (Session Initiation Protocol) is a standard protocol for initiating, modifying, and terminating an interactive user session. State is a mode within an IVR that causes an action whether it is play a sound, forward, hang-up, etc. Users are individuals identified to the PBX for assignment of permissions and access to various functions. Wrap-up Time is the amount of time an agent needs after a call is completed to do any work associated that call. During this time, the agent is unavailable to take calls and is usually in a paused state. Zap Channel permits Asterisk to communicate with a Zaptel device. The Configuration Tool can be used to input information about each of these items and make the appropriate associations. Configurator Admin Reference 3

8 Helpful Tips for Using the Configurator This manual is separated by category headings in the Configurator. So, each category in the Configurator has a chapter dedicated to it. Any underlined heading is a hyperlink and if clicked, goes to the associated form or information. Anything presented in a color other than black is a hyperlink and if clicked, goes to the data that corresponds with it. Configurator Admin Reference 4

9 2 Users Users are individuals identified to the Asterisk system for access to various functions. There a two levels of permission for Users in the Configurator. Normal users only have access to their personal information. Admin users can create, edit, and delete anything in the Configurator. In the Users tab, users can be added, edited and deleted. Groups, Departments, Call Recordings, and Call Restrictions can also be defined here. 2.1 Users Viewing Users When View Users is selected (or alternately selecting the Users link), a list of all users defined in the Asterisk system will appear. At this point, users can be added, edited, or deleted Adding a User From the Configurator, select the Users link, then select Add User. This produces the Add User form. Complete the fields on the form. Fields in red are required fields. All others are optional. They are: Username First Name Last Name Pager Outbound CID Authentication Password Unique alphabetic identification given to the new user First name of the User Last name of the User Sends a notification to the specified address that a voic message has been received and attaches a copy of the voic message Sends a notification to the specified address that a voic message has been received, but does not attach the message Caller ID displayed when outbound calls are made using a device associated with this user Mechanism for determining whether a user has permissions to access the system. Standard or LDAP depending on your particular configuration. Unique alpha-numeric identifier used to access applications requiring a username/password (i.e. Configurator, Assist, INsight, OmegaDial) any application that requires an alphanumeric log in with a computer. Configurator Admin Reference 5

10 PIN Unique numeric identifier used to log in to a device or access voic any place that requires log in with a numeric keypad. The PIN number will automatically generate. PIN-less Voic access from assigned devices Require PIN for outbound calls When checked, allows the user to check their voic from their assigned device or phone without requiring a PIN to log into the voic system When checked, the user must enter their PIN to make outbound calls. Department Used to organize users by location. If Departments have been defined, there will be a pull down list of all available departments. This user can be associated with one of the available departments. (To define departments, see Add Department). Departments are typically used for overhead paging. ACL State Follow Me Call Restrictions Access to Call Recordings Incoming Call Recording Outgoing Call Recording Access Control Level sets the users permissions for the Configurator. Normal limits the access to only information about the user. Admin allows the user full administration privileges. Call routing for a user. Routing states are: Normal Users calls ring their device. Normal is the default. Do Not Disturb Users calls go directly to voic . Forward Users calls are routed to a different extension or external number. Find Me/Follow Me Users calls are routed to a Find Me/Follow Me personal call group. Provides a list of Follow Me (personal) call groups that can be associated with this user. To create Follow Me call groups refer to the section on Call Groups. A mechanism for limiting outbound calling for a particular user. Restrictions are defined through User Calls > Zones or Restrictions on the toolbar on the left hand side of the Users page. If defined, they will appear in the dropdown list in the User configuration form. They can then be assigned to the user by selecting the appropriate restriction from the dropdown list. If checked, the user will have the ability to administer other user s call recordings if they are assigned to them. If checked, records all the users incoming calls. If checked, records all the users outgoing calls. Configurator Admin Reference 6

11 Delete Voic after Monitor Calls Reporter Sound Recorder Permission If checked, deletes the voic in the Asterisk system after and message is sent to the user s address. Note: This option should be used with caution. If checked, this allows the user access the monitoring functionality such as Listen, Whisper, 3-Way and Barge, etc. from the INsight product. If checked, allows the user to access the INsight Reporter. If checked, gives this user permission to access a Sound Recorder extension to create sound files. Sound Recorder extensions are used to create sound files for use with Queues, IVRs, or Dial Campaigns. PBX User Create Campaign Permission Max Dialer Trunks Extension Voic List in Directory Add Device User Profile If checked, a User can be given permissions to view and manipulate selected OmegaDial campaigns. If User is given campaign permissions, Max Dialer Trunks limits the number of trunks this user can assign. Assigns an extension to the new User. An extension can be added or assigned anytime after the user is added. Creates a voic box for the assigned extension. A voic can be assigned to the user s extension anytime after the user is added. Adds the user to a printable list of User Extensions. Gives the option of immediately adding or assigning a device for this user instead of doing it in the devices tab. The device can be added or assigned anytime after the user is added. Optional contact information can be added for this user including , Address, City, State, Zip Code. Once the pertinent information is added to the form, select the Add New User button. The user will be added to the Asterisk system and a list of all users will be displayed. To continue adding new users without being returned to the list of users, select the Save and Add button. The new user will be added and the Add User form will be cleared and ready to add another new user Editing a User To edit an existing user, select the user by selecting the radio button next to the username and selecting the Edit User button; alternately, the username in the list is a link to the Edit User page. In Edit User mode, the same form used to add a new user will appear with the existing user s information populated in the form fields. Change the necessary information and select Save Changes. Also available to Admin level users in Configurator Admin Reference 7

12 Edit User mode is a list of Associations related to the user. These include Check Voic , Edit Contacts, Edit Devices, Edit DIDs, Edit Extensions, Queue Membership, and Queue Supervision. Check Voic Edit Contacts Edit Devices Edit DIDs Edit Extensions Queue Membership Queue Supervision Allows users to check their voic messages from the Configurator interface. Allows the user to enter and edit personal contacts. Physical handsets, soft phones, and/or virtual Agents that are assigned to the user. Incoming lines associated with the user, if any. The numbers associated with the user. Shows the queues which the user is assigned and also allows the administrator to add and remove the user from queues. Shows the queues that the user supervises, if any. The administrator can add or remove queue supervision Add User Wizard The Add User Wizard is another way to add users. The wizard takes you through all the steps to add a new user. It also enables a device and extension to be created and assigned to the user Import LDAP/AD Users This provides an import mechanism for adding multiple users if LDAP or Active Directory is the organizations preference for Authentication Assigned Channels When using OmegaDial in a hosted capacity, there may be users with permission to manipulate dial campaigns. Assigned Channels is a way to see at a glance server channels that are assigned to these users. 2.2 My Items My Items lets the user, when logged in with their username/password, access their voic and contacts. My Voic My Contacts Allows users to check their voic messages from the Configurator interface. Allows the user to enter and edit personal contacts. Configurator Admin Reference 8

13 2.3 Departments Departments can be used to segment users by physical area for large organizations. This is primarily used for intercom systems to isolate announcements to a specific location. The default department contains everyone in the Asterisk system. Selecting View Departments from the side menu produces a list of departments defined in the system. From the View Departments list, the administrator can edit, delete, or view the members of a department. To add a department, select Add Department from the side bar menu. This produces the Add Department form. Enter a department name and select the Add Department button. To edit the department name, select the radio button next to the department name and choose the Edit Department button from the View Departments screen. Change the department name and select the Save Dept button. To view members of a department, select the radio button next to the department name and choose the View Members button. This produces a list of all the members of that department. Note: Members are added to a department in the Add or Edit Users form. To delete a department, select the radio button next to the department to be deleted. Then, select the Delete Dept button. 2.4 Recordings The Recordings area allows managers to be defined and users to be associated with the assigned manager. This allows the manager permission to view and manage call recordings Add Managers To give a User permissions to view and manage other user s call recordings, select the Add Managers link from the left side bar. If there are managers already defined in the system, a list of those managers will be shown. To add a new manager, select the Add Manager button. A dropdown list of all users defined in the system will appear. Select the new manager from the list. Below the dropdown list is a section called Managed Users. This is where users to be managed by the manager are defined. The dropdown list is a list of all users previously defined in the system. Select a user from the list and select the Add button. Continue this process until all users to be assigned to the manager are added. Select the Add Manager button and the new manager will be added User Once assigned, a Manager can log in to the Configurator with their username/password and access recorded call files of users assigned to them. Selecting User produces a list of the users associated with the manager. To view call files, select the radio button adjacent to a user and select View Call Files. Alternately, the Username of the user is a link to the Recorded Calls display. Configurator Admin Reference 9

14 From the Recorded Calls display, the manager can filter calls by date, save calls from deletion, mark calls for deletion, and archive calls To filter calls, select a date range, and then select the Filter button. The list will be narrowed to files within that date range. To save a recording from deletion, select the check box adjacent to the file to be saved from deletion or Select All, then select the Save From Deletion button. This will change the Yes/No in the Saved From Deletion column to Yes. To mark recordings for deletion, select the check box adjacent to the file to be marked for deletion or Select All, then select the Mark For Deletion button. This will change the Yes/No in the Saved From Deletion column to No. To archive recordings, select the check box adjacent to the file to be saved from deletion or Select All, then select the Archive button. This produces an archive form. Add the address the archive notification should be sent to and name the archive. Then select the Archive button. When the file(s) have been archived, an is sent to the address provided. To access the Archives, select the Archive link from the left side bar menu. This produces a list of all Recorded Call Archives for the manager. Options for archives are Download Archive or Delete Archive Queue Queue allows a Manager to easily access call recordings for whole Queues. Once assigned, a Manager can log in to the Configurator with their username/password and access recorded call files of agents assigned to their queues. Selecting Queue produces a list of the queues associated with the Manager. To view call files, select the radio button adjacent to a queue name and select the View Call Files button. Alternately, the Queue Name is a link to the Recorded Queue Calls table. From the Recorded Queue Calls table, the supervisor can filter calls by date, save calls from deletion, mark calls for deletion, and archive calls To filter calls, select a date range then select the Filter button. The list will be narrowed to files within that date range. To save from deletion, select the check box adjacent to the file to be saved from deletion or Select All, then select the Save From Deletion button. This will change the Yes/No in the Saved From Deletion column to Yes. To mark for deletion, select the check box adjacent to the file to be marked for deletion or Select All, then select the Mark For Deletion button. This will change the Yes/No in the Saved From Deletion column to No. To archive recordings, select the check box adjacent to the file to be saved from deletion or Select All, then select the Archive button. This produces an archive form. Add the address the archive notification should be sent to and name the archive. Then select the Archive button. When the file(s) have been archived, an is sent to the address provided. To access the Archives, select the Archive link from the left Configurator Admin Reference 10

15 side bar menu. This produces a list of all Recorded Call Archives for the manager. Options for archives are Download Archive or Delete Archive Archived Selecting Archived produces a list of calls that have been archived in the Recording section Personal Selecting User produces a list of call files associated with the user. From the Recorded Calls display, the user can filter calls by date, save calls from deletion, mark calls for deletion, and archive calls To filter calls, select a date range, and then select the Filter button. The list will be narrowed to files within that date range. To save a recording from deletion, select the check box adjacent to the file to be saved from deletion or Select All, then select the Save From Deletion button. This will change the Yes/No in the Saved From Deletion column to Yes. To mark recordings for deletion, select the check box adjacent to the file to be marked for deletion or Select All, then select the Mark For Deletion button. This will change the Yes/No in the Saved From Deletion column to No. To archive recordings, select the check box adjacent to the file to be saved from deletion or Select All, then select the Archive button. This produces an archive form. Add the address the archive notification should be sent to and name the archive. Then select the Archive button. When the file(s) have been archived, an is sent to the address provided. To access the Archives, select the Archive link from the left side bar menu. This produces a list of all Recorded Call Archives for the user. Options for archives are Download Archive or Delete Archive. 2.5 Call Restrictions Allows the Administrator to define a class of service and assign it to one or more users Zones Selecting the Zones link provides a list of Zones already configured as well as the option to create a new Zone. When adding a new Zone, a unique name must be given, then the restriction can be defined. When defining Zones, the variables X, Z, and N can be used to represent the following: X matches any digit from 0-9 Z matches any digit from 1-9 N matches any digit from 2-9 Numbers used in brackets are defined literally. For example [256] matches Restrictions Restrictions allow an administrator to create groups of Zones. Configurator Admin Reference 11

16 2.6 Directory When the Printable Extension List link is selected, it produces a list of User Extension that have the List in Directory option checked. 2.7 Session Drop Admin Privileges (This session only) When this link is selected, the Configurator changes to Normal user access level. All Admin privileges are unavailable until the user logs out. The Admin privileges return on a successful login unless they were changed on this user Logout This logs the User out of the system. 2.8 System About About provides information about the software version, host, and license data on the Asterisk server Network Configuration Network Configuration shows the interfaces and the current configuration for each. It also provides an interface for editing the network configuration. Configurator Admin Reference 12

17 3 Devices Devices are physical handsets or soft phones. example, a Polycom 501 handset has 3 lines). A device may have multiple lines (for From the Devices tab, an administrator can view and add devices and configure Zap Channels. The devices can be filtered by Type by choosing the type from the pull down menu under Show devices of type. Then select the Filter button. Device types are: SIP Session Initiation Protocol An IP protocol used for transporting many forms of media, including video and voice. SIP is currently the most common VOIP protocol. IAX2 Inter-Asterisk exchange Agent A VOIP protocol designed to be much more NAT friendly. currently only transports audio. A pseudo-channel for routing calls to an ACD agent. IAX Local Zap A pseudo-channel that loops back into the dialplan in a different context. A channel that communicates with a Zaptel device driver used to access Zaptel telephone interface cards. 3.1 Devices View Devices View Devices produces a list of all devices created in the Asterisk system. From View Devices, the administrator can add a new device, edit an existing device, or delete a device. The list can be filtered here by device type. The device may be edited by selecting the radio button that corresponds with the device to be edited then selecting Edit Device. Alternately, the device can be clicked which will also put you in edit mode. In Edit mode, the Type, Device Name, Assign To, and Friendly Name can be changed. Once the necessary changes are made, select Save to save the changes Add Device From the Devices tab, select Add Device. This produces the Add Device form. Select the Server for the device. Select the Type of device to be added (SIP, IAX2, Agent, Local, or Zap Trunk). Device Name is user defined. Assign to is a pull-down list of all the users in the system. Friendly Name is optional. You can define Context (all_calls is the default), set the Type, Secret, DTMF Mode (Dual-tone multi-frequency), Host, and NAT (Network Address Translation). When the form has been completed, select Add & Exit to save the device, Add & Clone to save the device and keep the data in the form to Configurator Admin Reference 13

18 create another device with the same attributes, Add New to save the device and clear the form to create a new device or Cancel to not save the device and clear the form. Server Type Device Name Assign to Friendly Name Account Code Context Usable as Trunk Insecure Username Codecs From Username From Domain Type Secret DTMF Mode RFC2833 Compensate Available servers will be in a dropdown list. Choose the server in which the new device should register. Provides a drop-down list of the available types of devices that can be added to the server. Name of the device. This should be the same as the devices Username in the physical phone configuration. Provides a drop-down list of all user that the device can be associated with. It can also be left Unassigned. Name that shows on the device when it registers to the server. Data (typically used for accounting) that passes with the call string when a call is made from this device. A collection of extensions on the Asterisk server. Default is all_calls. When checked, creates a trunk or group of channels. Type of security for a device. Name sent with the password for authentication. The type of encryption or encoding to be used. Auth username to be sent in the From header of the sip INVITE. These are NOT needed unless your provider requests them. Auth domain to be sent in the From header of the sip INVITE. These are NOT needed unless your provider requests them. Friend can send and receive calls, User can only send calls, and Peer can only receive calls. Password for the device. This should be the same as the devices Password in the physical phone configuration. Provides a drop-down list of the DTMF signaling methods. Default is RFC2833. Sets the sip flag for broken/strict implementations of the RFC2833 DTMF handling. Use only if carry requires RFC2833 and there are problems with DTMF. Call Limit The number of inbound and outbound calls that can be received/made on the device. The number correlates to inbound and outbound. For instance one means there can be a maximum of Configurator Admin Reference 14

19 one inbound and one outbound call at any given time. Pickup Group Host Port NAT Qualify Speakerphone on Internal Calls Register? A group of User s that can answer devices within the group from a separate device. For instance all devices in the Pickup Group 1 can answer calls that are ringing on devices that are also a member of Pickup Group 1. The maximum number of Pickup Groups that can exist on an Asterisk system is 63. Determines if the device can connect from any IP address or is limited. Default is dynamic. The port on the server used to send and receive data. Default is Network Address Translation helps determine if this device is on the internal network or outside the firewall. Turn NAT to register devices outside the internal network. Determines if the system periodically checks to see if the device is still available. Allows the devices speakerphone to be used as an intercom. Determines whether the device registers to the carrier to tell them where it is. This is only for carriers Configure Zap Channels Available Zaptel Channels can be configured here for use with devices Manage Servers Manage Servers provides a list of all Asterisk servers available. From this list, servers can be added, edited or deleted. To add a server, select Add Server from the Server page. In the blank form, provide a Name. Enter the IP address in the Host field. Provide the Port. Assign a Username and Password. Select the check box next to Use For Dialer if this server will be used for dial campaigns with the OmegaDial product. Select the Save Server button. To edit a server, select the radio button next to the server to be edited (or select the server name) and select Edit Server from the Server page. The same form used to add a server will appear populated with information related to the selected server. Make any necessary changes to the server information and select the Update Server button. To delete a Server, from the list of Servers, select the radio button adjacent to the Server to be deleted. Then, select the Delete Server button. 3.2 Session See Session in Section 2 Users. Configurator Admin Reference 15

20 3.3 System See System in Section 2 Users. Configurator Admin Reference 16

21 4 Phones Phones is an auto-discovery tool for devices on the Asterisk system. It currently only supports Polycom phones. The main page shows a list of Detected Phones not yet Configured and a list of Configured Phones. With this tool, you can Upload New Firmware, Regenerate Config Files, and Reboot Configured Phones. By selecting a phone in the list of Detected Phones Not Yet Configured, the admin has the ability to Assign the device, identify the Model, Assign the individual lines on the phone, and Edit the Sidecar if one exists. 5 Extensions Extensions are numbers that identify which device or devices to ring. The Extensions tab contains the commands to view, add, and edit extensions and DID routing rules. The extensions can be filtered by Type by choosing a type from the Show extensions of type pull down menu. Then select the Filter button. Extension types: User Extension, DID, IVR, Queue, Call Group, Auto Directory, Music On Hold, Agent Login, Voic Main, Conference Room, Parking Lot, Dynamic Agent Login, Dynamic Agent Logout, Direct To Device, ASG Agent Login, Direct to Fax, and Sound Recorder. 5.1 Extensions View Extensions View Extensions produces a list of all extensions in the Asterisk system. The list can be filtered by extension type by selecting from the pull down list of available extension types and selecting the Filter button. The extension can be edited by selecting the radio button that corresponds with the extension to be edited and selecting Edit Extension. Alternately, the actual extension is a link and can be selected which will put you in edit mode. When in Edit mode, the Number, Extension Type, and Destination can be edited. The Voic can be toggled on or off by selecting the checkbox. Make necessary changes and select Save Extension to save changes Add Extension From the Extensions tab, select the Add Extension link from the left or the Add Extension button from the bottom of the list. This produces the Add Extension form. Assign a Number from a group of extensions assigned by the provider. Select an Extension type from the pull-down list. Depending on the type selected, the destination fields change. For example, if User Extension is selected, a dropdown list of all users defined in the system appears. With User Extension, checking the Voic check box will allow this user to have a voic account. Once all fields are populated, select Add New Ext. button. Extension types defined: Configurator Admin Reference 17

22 User Extension DID IVR Queue Call Group Auto Directory Music on Hold Voic Main Conference Room Dynamic Agent Login Dynamic Agent Logout ASG Agent Login Direct-to-Device Sound Recorder ASG Agent Callback Login ASG Agent An extension given to an individual or unassigned that has the option to create a voic box, be listed in the directory, and has a timeout period assigned. The timeout period determines how long Asterisk tries the call before the call rolls to voic , if a voic box exists. Direct inward dial is a number that can be dialed from outside the Asterisk system and is directed to an extension. It can be directed to any type of extension such as a user extension, queue, conference bridge, IVR, etc. Interactive voice response system is a phone tree or a way to direct calls. Queues are holding areas for calls waiting to be answered typically by agents in a call center. Hunt-type or ring-all groups A directory of user extensions that can be accessed from the phone and searched by name. Music or sound files that a caller hears when they are put on hold or are waiting in a queue. An extension that accesses the voic system and allows messages to be retrieved. Bridge numbers that allow multiple people to join a call. Login extension for a Dynamic Agent which associates the agent and a device with the queues in which they belong. For more information on agent types, See Queues. An extension for a Dynamic Agent that logs their user and device out of the Asterisk system at the end of their shift. Login extension for an ASG Agent which associates the agent and a device with the queues in which they belong. For more information on agent types, See Queues. Rings a device directly that is not attached to a user. Records audio messages and stores them in the Sounds area for reuse. Login extension for an ASG Agent which associates the agent and a device with the queues in which they belong and calls them when they get a call. For more information on agent types, See Queues. An extension for an ASG Callback Agent that logs their user and Configurator Admin Reference 18

23 Callback Logout Find Me/Follow Me Direct to Voic DID Redirect Inbound Campaign device out of the Asterisk system at the end of their shift. A personal hunt group. See Call Groups for detailed information on Find Me/Follow Me. Sends a call directly to a voic box without ringing a device. Redirects a call to a trunk that you specify based on the DID Sends the call to a dial campaign, allowing dial campaigns to be run on inbound calls. This provides all the reporting of an outbound dial campaign on inbound calls. 5.2 Routing DID Routing Rules Time-based DID routing rules tell Asterisk what to do with DIDs (incoming calls) during specific times and dates. Calls can be sent to a specific extension, queue, IVR, etc. From Time-based DID Routing Rules, the administrator can add, edit, and delete rules. To Add a new rule, select DID Routing Rules, then Add Rule. From the drop down list, select the DID Extension that requires a time-based routing rule. Enter a Start Time, End Time, Destination Extension, and check the days of the week you would like the rule to be applicable. Once all the information is populated, selecting the Add New Rule button will create the rule and make it active Outbound Routing Outbound Routing is a tool for directing outbound calls by using Dialed Number Routing Rules. Selecting the Outbound Routing link produces the Dialed Number Routing Rules page. Here outbound routing rules can be defined. To add a new routing rule, select the Add Route button and complete the Add Routing Rule form. Options include: Pattern Trunk Forced CID Strip Digits from Dialstring Trunk Prefix A series of numbers and characters that define how a number should be entered to make an outbound dial. Rules include: [0-2] - Match any SINGLE digit within a range X - Match any SINGLE digit 0-9 N - Match any SINGLE digit 2-9 Z - Match any SINGLE digit Match any digit, unlimited length A dropdown list of available trunks to associate with this rule. CallerID of the call made with this routing rule. (Optional) Defines digits that need to be removed from the dial string at the beginning, end, or both. (Optional) Appends digits to the beginning of a call dialed using this Configurator Admin Reference 19

24 (Prepended) Emergency Route? Routing Rule. If checked, designates this route as an emergency route. 5.3 Directory Printable Extension List When the Printable Extension List link is selected, it produces a list of User Extension that have the List in Directory option checked. 5.4 Parking Parking is putting a call in a hold area where other users can retrieve the call Settings Parking Settings defines the parking area. The settings are: Park Extension Park Positions Parking Duration Parked Music On Hold Class The assigned extension to the Park Area. This is the extension the call is transferred to when placed in the hold area. Defines the numbers of the spaces where calls can reside in the park area. When a call is transferred to the park area (parked), the park position is announced. This is the number that should be called to retrieve the parked call. The amount of time the call can hold. When the Parking Duration expires, the call goes back to the person that put the call in the park area. Defines the music on hold that the caller hears while they are in the park area waiting for their call to be answered. 5.5 Session See Session in Section 2 Users. 5.6 System See System in Section 2 Users. Configurator Admin Reference 20

25 6 Queues Queues are set up in Asterisk to route calls to specific groups of devices. Queues, unlike Call Groups, have waiting functionality associated, so that many calls can knowingly wait to be answered when a device becomes available. When there are many calls, queues are useful to help manage the call volume. In the Queues tab, queues are created, edited, deleted; and members (agents) and supervisors are added, removed and permissions set. 6.1 Queue Settings View Queues View Queues allows the administrator to view the queues. From this point, the administrator can also Add new queues, Copy a queue, Edit existing queues, view Members of the queues, view Supervisors, and Delete queues. Add Queue Copy Queue Edit Queue Members Creates a queue. Copies the attributes of the selected queue when creating a new queue. Edits the selected queue. Accesses the Members in a queue. Enables the administrator to Add and Delete users (members) from the selected queue. The available member types are static, dynamic, and ASG Agent. A drop down list of the member type and users/devices in the Asterisk system is provided. To add a member, select the type from the pull down list, then select a user from the pull down list. Once a member is added to the queue, Penalty allows the administrator to assign a number to the agent to prioritize which agent gets the call first in the queue. Prioritization for Penalties is 0=highest priority and 10=lowest priority. Member or agent types are: Static Dynamic ASG Agent Agent has a device assigned to them that is always in their associated queues. Agent logs into their queues through their device which puts the device into the queue. They can then hang up the device and it will ring when a queue call is routed to the device. The agent logs out of the queue with the device when their shift is over. Agent logs into their queues by dialing in with a device. Once they dial in, the device is actively in the queue until the agent hangs up the device. The agent doesn t have to answer the device to take a call. They will listen to music on hold until a queue call is routed to them. To Configurator Admin Reference 21

26 terminate a call without logging out of the queue, the agent presses * on the device. To log out of the queues, the agent hangs up the device. Supervisors Delete Queue Accesses the Supervisors of a queue and allows the administrator to View, Add, Edit, and/or Delete supervisor permissions for the selected queue. Deletes an existing queue. When a queue is selected from the View list, the Queue Detail view is displayed. In the Queue Detail view, Queue Settings, Quick Stats for Today, Queue Members, and Queue Supervisors can be viewed and accessed Add Queue From the Queues tab, select Add Queue from the link on the left or the button at the bottom of the list. This produces the Add Queue form. Give the queue a name (i.e. Sales, Marketing, Support, etc.). Enter information for the following fields: Queue Name Strategy Join Empty The name given to the queue. Implements a ring strategy for the queue. There are several ring strategies to select from the drop down menu. Defines whether a caller can join an empty queue or not. Options are: Yes Callers can join a queue with no members or only unavailable members No Callers cannot join a queue with no members. This option produces an extension field to define where the call be routed. Strict Callers cannot join a queue with no members or only unavailable members Note: This option does not work with Static agents. Leave Empty Defines whether a caller can leave an empty queue or not. Options are : Yes Callers cannot stay in a queue with no members. This option produces an extension field to define where the call should be routed. No Callers can stay in a queue with no members Strict Callers can stay in a queue with no members or only unavailable members Configurator Admin Reference 22

27 Note: This option does not work with Static agents. Weight Wrapup Time Agent Timeout Queue Timeout Timeout Extension Escape Key Escape Extension Assist URL Collect Dispositions Post-Call IVR Outbound CID Number User Data Music On Hold Music On Hold Class Allows the administrator to assign a number to the queue to prioritize which calls are answered first in the event calls are waiting to be answered in multiple queues. An amount of time an agent is given after a call is complete to do any after call work before being made available to take another call. Wrapup time is in seconds. An amount of time an agent is tried before a different agent is tried. (For all Strategies except Ring All.) An overall amount of time the call waits in a queue unanswered. Allows the call to be routed to an extension when the Queue Timeout period has expired instead of hanging up the call. Allows a hot-key to be defined so the caller can exit the queue and be transferred to the assigned Escape Extension. This should be defined if using an Escape Key. This is an extension in which the caller will be transferred if the Escape Key is pressed. Specifies a default screen pop in Assist (Asteria Solutions call center agent product) for calls entering the queue. Assist URLs are defined in the Agent URLs links under Agent Settings in the Queues tab. (Option not available for Quick Queues) A pull down list to determine where to collect call dispositions if they are being utilized. If no post-call disposition is necessary, None should be selected. The other options are to collect the dispositions via the agent/csr device (Phone) or with a dropdown list from Assist (Assist Agent Client). Provides a drop down list of IVRs that are defined in the system. Post- Call IVR allows an IVR to be specified that the caller will enter when a queue call has been completed. Allows a caller ID number to be specified for the queue. If the agent/csr is using Assist to do outbound dialing, the CID can be specified prior to the call with a pull down list provided in Assist. An open field for any custom development that may need to be done. When checked, allows the caller to hear music on hold for that particular queue. Allows music on hold to be defined by the administrator. Classes can be defined in Sounds with the Music On Hold link. Sound files can then be uploaded to a specific class. In the Music On Hold Class of the Configurator Admin Reference 23

28 queue configuration, a class name can be specified and the sound files uploaded to that class will be the music on hold. Position Announce Position Announce Frequency Announce Holdtime with Position Periodic Sound Periodic Sound Frequency Call Recording Recording Frequency (out of 100) Agent Announcement Agent Threshold Call Wait Alert Call Length Alert CallerID Prepend Text Color Reports to the caller their position in the queue if Yes is selected in the queue configuration. How often an IVR announces the caller s position in the queue. If set to Yes, an estimated hold time will be announced with the position announcement. A sound that plays periodically when a call is holding in a queue. The dropdown list will produce a list of sounds from the IVR custom Sounds. How often a periodic announcement is made when a call is holding in a queue. Determines the recording strategy of the queue. Choices are to record all calls, no calls, randomly record calls, and on-demand. Specifies the frequency of random call recording. A sound file played to the agent before they get a call. The number of agents that should be logged into a queue at any given time. There is an alarm in INsight that lets the supervisor know if the number of agents logged in goes below what is set for the threshold. An acceptable amount of time a call can wait to be answered in a queue. If the time exceeds the acceptable time specified, an alarm in the INsight Queue Viewer lets the supervisor know calls are waiting too long in the queue. An acceptable amount of time that the agent should speak with a caller. If the time exceeds what is defined here, the agent card will flash in the INsight Queue Viewer. Prepends information added in this field along with the CallerID. Allows the queue color in INsight to be user definable. When all information is entered, select Save Queue to create the queue. Configurator Admin Reference 24

29 6.2 Settings View Assist URLs Agent URLs are web addresses used to provide screen pops in Assist to aid the agent/csr when taking calls. The View Assist URLs link displays a list of Assist URLs currently defined in the system Add Assist URLs To add an Assist URL, select the Add Assist URL link. The Assist URLs form will appear. Name the URL in the Name field and define the URL in web address format (example Pause Reasons The Pause Reasons link allows administrators to define agent pause reasons. When a pause is implemented through Assist or INsight, the agent is paused from taking calls in all associated queues during the pause period. Adding Pause reasons populates a drop down menu in INsight. To define a pause reason, simply name the reason and select the Add button. Pause reasons can also be deleted by selecting the radio button that corresponds with the reason to be deleted and selecting the Delete button Dispositions The Dispositions link allows call dispositions to be defined. The dispositions can be queue specific and provide a way for calls to be tagged for users that may not need the detail that a CRM package provides, but still need to know the disposition of calls. They can be collected with the agent s device or with a pull down list in Assist. To define a disposition, select the Add button. The Add Disposition form will appear. Queue ID is a drop down list of all queues defined. Select from the list which queue should be associated with the disposition being added. The Disposition Code is a numeric code associated with the Disposition. It should be no longer than 4 digits and is used when dispositions are collected via the agent device. The Text field is the actual description of the disposition and can be one or multiple words. The description in the text field will appear in the drop down list in Assist if dispositions are being collected with that method. If call dispositions are used in either collection method, a Disposition Report is available in the INsight Reporter Apply Changes Now The link called Apply Changes Now restarts a service that causes INsight and Assist to be updated with any configuration changes that have been made to the queues. If any users are logged into these products, it will log them out and they will be forced to log in again. The calls will not drop, but INsight and Assist sessions will be disrupted. 6.3 Session See Session in Section 2 Users. Configurator Admin Reference 25

30 6.4 System See System in Section 2 Users. Configurator Admin Reference 26

31 7 Call Groups Call groups are set up for answering incoming calls. The groups can be a Hunt type group that rings one phone after another in a given order until the call is answered; a Ring All type group that rings all phones in the group simultaneously; a Paging type that sets up a group of devices for paging using the speaker functionality on the device; or a Find Me/Follow Me type which is basically a personal hunt group. 7.1 Call Groups Add Group To add a new Call Group, from the Call Groups tab, select the Add Group button. This produces the Add Call Group form. With Hunt and Ring All groups, give the new Call Group a Name, a Fail Extension, which is a rollover extension that will ring if the call is not answered, and choose a call group Type from the pull down list. If Paging type is selected, the Fail Extension field is replaced with Full Duplex check box. Check the box if you want the devices in the paging group to have the ability to answer the page. Note: The incoming call will go to the voic of the Fail Extension if it is not answered Edit Group Call Groups can be edited by selecting the group from the list. The administrator can select the radio button next to the group name then select Edit Group or the actual group name is a link that also takes you to the Edit Group form. Edit Group allows the administrator to edit the basic properties of the call group such as Name, Fail Extension, and Ring Type. To save changes, select the Save Group button Edit Members This allows devices (called members) to be added or removed and member priority to be specified for the selected call group. To add members to a group select the group to be edited from the list of call groups. Then select the Edit Members button which produces the View Group Members form. A drop down list of devices available lets you easily choose which device to add. In a Hunt group, a Ring Time can be specified for each individual device. In a Ring All group, the Ring Time is a global setting for all of the devices in the group. In a Paging group, there is no ring time associated. The devices auto answer and the page or announcement is sent through the speakerphone function of all devices in the group simultaneously that are not in use. Once members are added to the group, the administrator can Remove a member or reorder the list by using the Move Up or Move Down buttons. In a Hunt group, devices will ring in the order they are listed Delete Group This deletes the entire selected Call Group. When selected, a message appears confirming the group should be deleted. Configurator Admin Reference 27

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