Whitepaper: Voice Call Notifications via VoIP and existing Dialogic Diva Boards

Whitepaper: Voice Call Notifications via VoIP and existing Dialogic Diva Boards derdack gmbh. all rights reserved. this document is for information only. derdack gmbh makes no warranties, express or implied, in this document. message master is a registered trademark of derdack gmbh in the eu, the us and other countries. the names of actual companies and products mentioned herein may be trademarks of their respective owners. www.derdack.com

1 ABSTRACT... 3 2 DEFAULT SETUP FOR VOICE OVER ISDN OR ANALOG LINES... 3 3 MIGRATING TO VOIP... 5 3.1 Target Architecture... 5 3.2 Important Licensing Considerations... 6 3.2.1 message master Enterprise Alert... 6 3.2.2 Dialogic Diva SIPcontrol... 6 3.3 Configuring the Dialogic Diva Hardware for CAPI... 6 3.4 Configuring Dialogic Diva SIPcontrol... 10 3.4.1 Opening the Dialogic Diva SIPcontrol Configuration... 10 3.4.2 Activating the PSTN Interface... 13 3.4.3 Configuring NIC... 13 3.4.4 Registering message master Enterprise Alert as SIP Peer... 14 3.4.5 Creating Inbound and Outbound Routing entries in Enterprise Alert... 17 3.4.6 Configuring your Address Maps...20 3.4.7 Enabling Routes to use the Address Maps...27 3.5 Configuring message master Enterprise Alert for VoIP...28 3.5.1 VoIP Channel...28 3.5.2 Setting up Message Routing...32 3.6 Important Firewall Considerations...35 4 CONCLUSIONS AND OUTLOOK... 37 PAGE 2/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

1 ABSTRACT message master Enterprise Alert is an advanced alert notification and incident response software for enterprises. It utilizes 2-way voice, SMS, MMS, mobile e-mail, fax, instant messaging, Smartphone push, presence and schedule information to rapidly and persistently notify responsible people about critical events. Voice calls can be performed via either analog or digital telephony (ISDN) or by using Voice-over-IP (VoIP). Analog and digital telephony require additional hardware. We usually recommend Dialogic Diva Media Boards. For such analog and digital voice-calls message master Enterprise Alert uses Microsoft TAPI (Telephony Application Programming Interface) to communicate with the Dialogic Diva Media Board. Over the past years, telephony via IP technology (Voice-over-IP, i.e. VoIP), became widely accepted in the telecommunication market. VoIP supports latest cloud computing and virtualization trends and is more robust and reliable than TAPI technology. Dialogic Diva Media Boards are shipped with VoIP Server Software by default, the so called Dialogic Diva SIPcontrol software. This software is a native part of the Dialogic Diva Driver Suite and can be used for implementing a VoIP based communication between message master Enterprise Alert and the Dialogic Diva Media Board, bypassing the fault-prone TAPI. Using VoIP and SIP instead of TAPI message master Enterprise Alert can also be virtualized while maintaining the Dialogic Diva Media Board hardware at the same time. Another advantage is the better support for high availability by deploying a second message master Enterprise Alert instance which also communicates with Dialogic Diva SIPcontrol over IP. This whitepaper applies to message master Enterprise Alert 2011 or higher and describes how to implement VoIP communication between message master Enterprise Alert and a Dialogic Diva Media Board. It explains in detail how to configure Dialogic Diva SIPcontrol and message master Enterprise Alert by using step-by-step instructions and many screenshots. 2 DEFAULT SETUP FOR VOICE OVER ISDN OR ANALOG LINES The initial situation that is assumed in this whitepaper is a message master Enterprise Alert installation running in production. It is for example installed on a modern Edge Server which is equipped with a Dialogic Diva Media Board (e.g. PCIe form factor). In message master Enterprise Alert there is an ISDN or analog TAPI based communication channel configured. The channel uses a TSP (Telephony Service Provider), a driver component that is installed with the Dialogic Diva Driver Suite. Through the TSP, message master Enterprise Alert is able to initiate new voice calls or to accept new incoming calls. The following illustration displays the current architecture. PAGE 3/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

EA TAPI Module message master Enterprise Alert TAPI Windows Server OS (e.g. Windows Server 2008 R2) Dialogic Diva Media Board (e.g. Dialogic Diva 4BRI-8 PCIe v2) TSP Edge Server Hardware (e.g. Dell PowerEdge R710) According to this architecture, message master Enterprise Alert would have a configured TAPI based voice channel which is illustrated in the screenshot below. This sample environment is equipped with a Dialogic Diva BRI UM interface, BRI is the abbreviation for Basic Rate Interface and refers to ISDN digital telephony. The notification channel in the above screenshot PAGE 4/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

refers to exactly one telephone line. The Dialogic Diva Driver Suite creates two TSP device drivers (TAPI compliant voice line) for each BRI port on the telephony hardware. 3 MIGRATING TO VOIP In this chapter you read how you can implement VoIP technology between message master Enterprise Alert and your Dialogic Diva Hardware and to bypass TAPI thereby. 3.1 Target Architecture The illustration below displays the target architecture of the VoIP based solution. As you can see, message master Enterprise Alert talks VoIP directly to the Dialogic Diva SIPcontrol software. SIPcontrol on the other hand uses CAPI for initiating new calls. Incoming calls are also handled by CAPI first, which then forwards them to Dialogic Diva SIPcontrol. Note that the VoIP connection in the below drawing could be implemented across computers or virtual machines as it is entirely IP based. EA VoIP Module message master Enterprise Alert (EA) Windows Server OS (e.g. Windows Server 2008 R2) Dialogic Diva SIPcontrol Dialogic Diva Media Board (e.g. Dialogic Diva 4BRI-8 PCIe v2) VoIP (SIP/RTP) CAPI Edge Server Hardware (e.g. Dell PowerEdge R710) The VoIP communication between the EA VoIP Module and Dialogic Diva SIPcontrol consists of the following IP protocols: - SIP (Session Initiation Protocol) via UDP - RTP (Realtime Transport Protocol) When implementing the new architecture, you do not have to make a one or the other decision. Instead you can grow the VoIP based communication channel entirely in parallel and once it is approved, you can switch the communication technology just by changing the routing table in message master Enterprise Alert. PAGE 5/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

3.2 Important Licensing Considerations Before you start implementing the proposed architecture in section 3.1, you might make yourself familiar with the licensing conditions that arise when implementing VoIP based voice call notifications. The followings sections contain detailed licensing information for both involved software products message master Enterprise Alert and Dialogic Diva SIPcontrol. 3.2.1 message master Enterprise Alert In message master Enterprise Alert it makes basically no difference if you use your licensed voice lines with TAPI technology or with VoIP technology. What counts from the business point of view is just the number of possible concurrent calls supported by Enterprise Alert as a whole. However, today Derdack licenses the no. of possible concurrent calls for each voice call component separately. That means the TAPI component is licensed with a limited amount of possible concurrent calls. The same would apply for the VoIP component. If your environment matches the one explained in chapter 2, you have most likely no VoIP lines licensed with your Enterprise Alert installation. So, you need to have your TAPI licenses replaced by VoIP licenses. Please contact Derdack Sales to receive a timely limited number of VoIP based lines for the transition period. Once you have your VoIP based communication between message master Enterprise Alert and Dialogic Diva SIPcontrol in place, you can request a license with a permanent license for your VoIP lines. At the same time Derdack will invalidate your analog and digital line licenses. Please refer to the message master Enterprise Alert First Steps Guide about how to deploy license files in Enterprise Alert. 3.2.2 Dialogic Diva SIPcontrol Dialogic Diva SIPcontrol is part of each Dialogic Diva Driver installation and is shipped with 2 channels by default. That means if you do not have more than 2 voice lines licensed with your message master Enterprise Alert system today, implementing VoIP can be done at no additional costs. If you have more than 2 voice lines with your current message master Enterprise Alert installation, you would have to buy a license for 8 Dialogic Diva SIPcontrol channels from Dialogic. 3.3 Configuring the Dialogic Diva Hardware for CAPI In your current solution architecture which is based on TAPI, you do not necessarily have CAPI configured for your Dialogic Diva Media Board. This is what you have to change first, as Dialogic Diva SIPcontrol is based on top of CAPI. 1) Open the Dialogic Diva Configuration Manager from the Windows start menu. Expand the program group Dialogic Diva and click on Configuration Manager. PAGE 6/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

2) A new application will be opened that looks similar to the following screenshot: 3) In the Dialogic Diva Configuration Manager you can configure call flow details but mainly you setup which kind of incoming calls should be passed on to which API. Here you would have to en- PAGE 7/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

sure that CAPI either accepts all incoming calls (with analog boards) or only accepts calls made to a specific MSN (with ISDN based boards). To accomplish this, a. click on the BRI icon, and select MSN in the field Number Type b. enter one or more MSNs in the list of MSNs that appeared c. click on the connecting line between your board s icon and CAPI d. select Specific Numbers in the field Call Answering e. ensure that all MSNs you entered previously in step b) appear in the list of MSNs. If not selected, select all MSNs here. Finally, the screen should look similar to the following screenshot: PAGE 8/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

Note: If you do not have a BRI interface and use an analog board, just select All Calls in the field Call Answering and skip the steps a) to e) f. Activate the configuration by clicking the icon with the blue arrow in the symbol bar PAGE 9/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

Your Dialogic Diva Media Board is now configured for CAPI. CAPI will now (also) accept incoming calls and forward them to Dialogic Diva SIPcontrol. 3.4 Configuring Dialogic Diva SIPcontrol In this section you read how you can configure Dialogic Diva SIPcontrol for message master Enterprise Alert. 3.4.1 Opening the Dialogic Diva SIPcontrol Configuration The configuration for Dialogic Diva SIPcontrol is web based. 1.) In the Windows start menu expand the Dialogic Diva program group and click on SIPcontrol Configuration PAGE 10/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

2.) A web portal will be displayed that contains a link SIPcontrol configuration in its navigation on the left hand side. Click on this link to open the Dialogic Diva SIPcontrol configuration. PAGE 11/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

3.) The configuration of Dialogic Diva SIPcontrol is now displayed and should look similar to the following screenshot. All relevant sections for configuring Dialogic Diva SIPcontrol with message master Enterprise Alert are red circled. On the top of the page you can see your available PSTN interfaces. For each port on your Dialogic Diva Media Board you should see an entry in that list. E.g. if your hardware has only one BRI port you should see one entry in the list. If it has four ports you should see for entries there and so on. The section Network Interfaces lists all installed NICs on your server. You will only work with the NIC that you use with message master Enterprise Alert as well. The section SIP Peers contains all SIP endpoints that communicate with Dialogic Diva SIPcontrol. Here you will register (the VoIP Module of ) Enterprise Alert. In the section Routing you configure which inbound calls should be forwarded to which SIP Peer and which outbound calls should be initiated via which PSTN interface. In the section Address Maps you will tell Dialogic Diva SIPcontrol how outbound calls must be prefixed, etc. Here you can e.g. implement usage of network access codes. In the following sections you read detailed information about all required configuration activities in each of these categories. PAGE 12/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

3.4.2 Activating the PSTN Interface As first step you activate your PSTN interface that you want to use with Dialogic Diva SIPcontrol or with which you want to perform your voice call notifications with message master Enterprise Alert. 1) Identify your PSTN interface in the list of available PSTN interfaces and click on Enabled : 3.4.3 Configuring NIC The second step is it to let Dialogic Diva SIPcontrol listen for new outgoing calls initiated by message master Enterprise Alert. 1) Expand the section Network Interfaces. 2) Identify your NIC and enable UDP listen port 3) As listen port enter 5065. Note: The standard SIP port is 5060. However it will also be used by message master Enterprise Alert by default. If you use Dialogic Diva SIPcontrol and message master Enterprise Alert on the same machine you must configure a different UDP listen port in both products. PAGE 13/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

3.4.4 Registering message master Enterprise Alert as SIP Peer Now you register your message master Enterprise Alert installation in Dialogic Diva SIPcontrol as SIP Peer. This is the exact contrary step to section 3.5.1 in which you register Dialogic Diva SIPcontrol in message master Enterprise Alert. 1) Expand the section SIP Peers and click on Add : PAGE 14/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

2) This will open a new window in which you a. enter Enterprise Alert in the field Name b. enter the IP address on which Enterprise Alert can be reached. If you use message master Enterprise Alert and Dialogic Diva SIPcontrol on the same machine, it is the same IP address as configured with the NIC in section 3.3.4. c. select UDP from the Internet protocol dropdown Finally, the window should look like in this screenshot: PAGE 15/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

3) Click on Ok at the bottom of the page. 4) Your list of SIP Peers should now look like in the following screenshot: PAGE 16/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

3.4.5 Creating Inbound and Outbound Routing entries in Enterprise Alert As next step, you link your PSTN interface with your created SIP Peer or message master Enterprise Alert. You do this separately for outgoing and incoming calls. 1) Expand the section Routing and click on Add : 2) This will open a new window in which you a. enter Outbound in the field Name b. select SIP to PSTN from the Direction dropdown c. select Enterprise Alert as source d. select the PSTN interface that you have enabled in section 3.4.2 as destination Finally, the window should look like in this screenshot: PAGE 17/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

3) Save your configuration by clicking on OK at the bottom of the page 4) Your routing table should now look like in this screenshot: 5) Now click on Add below the routing table in order to create a similar rule for inbound calls to message master Enterprise Alert. 6) This will open a new window in which you e. enter Inbound in the field Name PAGE 18/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

f. select PSTN to SIP from the Direction dropdown g. select the PSTN interface that you have enabled in section 3.4.2 as source h. select Enterprise Alert as destination Finally, the window should look like in this screenshot: 7) Save your configuration by clicking on Ok at the bottom of the page 8) Your Routing table should now look like in this screenshot: PAGE 19/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

The routing is not completely configured. Only after you have created two address maps which you then configure to the according routes, the routing configuration is finished (refer to section 3.4.7). 3.4.6 Configuring your Address Maps With use of Address Maps, you can format your destination numbers or implement access codes that you might have to dial prior you hear a dial tone in your network. This is similar to the configured location profiles in Windows that you use with the TAPI module. As with the routes, you create different address maps for incoming and outgoing calls. 1) Expand the section Address Maps and click on Add : PAGE 20/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

2) This will open a new window in which you i. enter Outbound Map in the field Address map name j. enter National Calls in the field Rule name k. enter ^\+49 in the field Called address expression Note: Telephone numbers in Enterprise Alert are normally saved in international phone number format, e.g. +491713817216. With the regular expression ^\+49 we select +49 from all these telephone numbers from Enterprise Alert that represent national destinations. The reason being is that we must not dial a country code within the same country. 49 represents the country code from Germany. If you are e.g. in Belgium, you would have to enter ^\+32 in this field. l. enter 00 in the field Called address format Note: The first 0 represents a net access code. A digit number (or multiple digit numbers) you must dial in your corporate telephone network in order hear a dial tone or to access an outside line. The second 0 is the area code prefix that applies in your country. In Germany it is one 0. In other words, the international number +491713817216 is dial able when typing in one 0 and then the normal telephone number 01713817216 in this example. So, the common format for this field is <net access code><area prefix in your country> PAGE 21/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

m. leave the fields Calling address expression and Calling address format empty. Note: Similar to the previous two fields, these fields would allow you to format the originator address that is used when performing national calls. In this example we leave it empty which results in usage of the SIP username that Enterprise Alert uses with Dialogic Diva SIPcontrol. The user name in this example is an MSN and will be used as originator (refer to section 3.5.1) n. activate the check box Stop on match Finally, the window should look like in the screenshot below: 5) Click on OK to save the rule 6) Your list of Address Maps should now look similar like the following screenshot: PAGE 22/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

7) Now click on Add Rule in the Address Map you have just created. This will open a very similar dialog in which you add another rule that will format international calls accordingly 8) In the new window you a. Enter International Calls in the field Rule name b. Enter ^\+ in the field Called address expression Note: This time we just select the + sign to replace it by a prefix you have to dial in your country, in order to dial an international phone number. In Germany this international prefix is 00. Lastly, this international prefix will be prefixed with a net access code you have to dial in order to access an outside line. In this example it is one 0. c. Enter 000 in the field Called address format d. Note: The first 0 is your net access code (if required in your network in order to be able to access an outside line or hear a dial tone) and the remaining two 0 digits are the international call prefix that applies in your country in order to be able to dial an international phone number. So, the common format for this field is <net access code><international call prefix> PAGE 23/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

e. leave the fields Calling address expression and Calling address format empty. Note: Similar to the previous two fields, these fields would allow you to format the originator address that is used when performing international calls. In this example we leave it empty which results in usage of the SIP username that Enterprise Alert uses with Dialogic Diva SIPcontrol. The user name in this example is an MSN and will be used as originator (refer to section 3.5.1) f. activate the check box Stop on match Finally, the window should look like in the following screenshot: 9) Click on OK to save the rule 10) Your list of Address Maps should now look similar like the following screenshot: PAGE 24/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

11) Finally, click on Add again in order to create an Address Map that formats incoming calls properly. 12) In the new window that appeared you: a. enter Inbound Map in the field Address map name b. enter Incoming Calls in the field Rule name c. enter (^S) (^N) (^\+) in the field Calling address expression Note: The regular expression (^S) (^N) (^\+) will select all possible prefixes of a caller id. As the next field will be left blank, all prefixes will simply be removed from the caller id. This is important as message master Enterprise Alert matches caller IDs to a profile starting from the end of an address. In other words, message master Enterprise Alert would resolve a call with the caller id 1713817216 to a profile that has e.g. the following phone number: +491713817216. d. activate the check box Stop on match e. Finally, the window should look like in the following screenshot: PAGE 25/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

13) Click on OK to save the rule 14) Your list of Address Maps should now look similar like the following screenshot: PAGE 26/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

At this point you have configured Address Maps for outgoing and incoming calls. In the next section you associate them with your routes. 3.4.7 Enabling Routes to use the Address Maps In order to activate your Address Maps, expand the Routing section again and associate the Address Map Outbound Map to the route Outbound and the Address Map Inbound Map to the route Inbound : Click on Save at the bottom of the page. This will save and activate the entire Dialogic Diva SIPcontrol configuration: PAGE 27/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

3.5 Configuring message master Enterprise Alert for VoIP In the previous section you have configured Dialogic Diva SIPcontrol for usage with message master Enterprise Alert. In this section you connect message master Enterprise Alert to Dialogic Diva SIPcontrol in order to implement VoIP communication and replace usage of TAPI. 3.5.1 VoIP Channel In message master Enterprise Alert you first of all create a new VoIP communication channel. Please ensure that you followed the guidelines in section 3.2 before you continue. 1) Open the VoIP configuration in message master Enterprise Alert from the main menu (Setup- >Communication Services->VoIP Telephony) PAGE 28/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

2) Click on Add new in order to create a new VoIP notification channel PAGE 29/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

3) On the new page that was opened, you a. check the checkbox Activated b. enter Dialogic SIP Control in the field Service Name c. enter the IP address of NIC you enabled in section 3.4.3 in the field VoIP Server, followed by the UDP port you configured in section 3.4.3. The format for this field is <IP address>:<server port> Note: Specifying the colon and the port is only necessary if you run Dialogic Diva SIPcontrol and message master Enterprise Alert on the same machine or virtual machine. In this case it is of course impossible to let both products listen on UDP port 5060. If message master Enterprise Alert is however on another VM, then it would be possible to configure UDP port 5060 for Dialogic Diva SIPcontrol in section 3.4.3 while also using port 5060 as listening port for message master Enterprise Alert (see step j.). If this is not the case and both products run on the same Windows OS, then you would have to use different UDP listening ports for both products, as it is the case in this example. d. enter the MSN/phone number that should be used with message master Enterprise Alert in the field Account Name or SIP URI e. select 0 - SIP Trunk in the field Connection Type f. select your favorite TTS engine in the field TTS Engine PAGE 30/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

g. enter the max. no. of inbound and outbound calls this channel can consume from the total no. of licensed VoIP lines in the field Maximum Inbound & Outbound Lines Note: If your Dialogic Diva SIPcontrol is licensed with 2 lines, you should enter 2 here. From these 2 lines you will reserve 1 line for incoming calls as you want always be able to call message master Enterprise Alert regardless of the no. of performed outbound calls at a given time. h. check the checkbox Enable Inbound Calls i. enter 1 in the field Reserved Inbound Lines j. enter 5060 in the field Local Listening Address Finally, your configuration should look similar to the following screenshot: 4) Click on Save to save this VoIP channel PAGE 31/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

The VoIP component of message master Enterprise Alert will now connect to Dialogic Diva SIPcontrol. After a couple of seconds your VoIP configuration should look similar to the following screenshot: 3.5.2 Setting up Message Routing In this section you create a new routing entry for the VoIP channel that you have created in the previous section. With the routing entry you tell message master Enterprise Alert which calls should be performed with use of the Dialogic Diva SIPcontrol channel. 1) Open the routing configuration in message master Enterprise Alert (Setup->Communication Services->Message Routing) PAGE 32/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

2) Add a new route by clicking on Add new 3) On the new page you a. select Voice call in the field Media Type b. enter *; in the field Matching Destinations Note: This will result in all outgoing calls being performed via Dialogic Diva SIPcontrol instead of TAPI. If you want to only route calls to a specific test number to your VoIP channel, you could also enter the telephone number of your test phone in this field. E.g. enter +491763817216 in this field and replace this number by *; when you activate Dialogic Diva SIPcontrol for production. c. Click on Select Services, browse for Dialogic SIP Control in the new window and move this channel to the right hand side. Afterwards click Save and Close. Your new route should now look similar to the following screenshot: PAGE 33/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

4) Finally click on Save in order to save your new VoIP route Your routing table in message master Enterprise Alert should now look similar to the following screenshot: PAGE 34/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

3.6 Important Firewall Considerations Before you now raise a test call to either any number or the number you entered in section 3.5.2, step 3) b, you should open your firewall for VoIP traffic. This is only required in case you run message master Enterprise Alert on a different machine than Dialogic Diva SIPcontrol. In this case you may refer to the table below which indicates the ports that you should open in the firewall on the according machine. Machine Protocol/Application Port/Path Direction/Comments message master Enterprise Alert Dialogic Diva SIPcontrol UDP 5060 Incoming UDP 5060 Incoming message master Enterprise Alert VoIP Process C:\Program Files (x86)\messagemaster\voip Module\ VoIPModule.exe It is recommended to create a rule in the Windows Firewall that allows all traffic for VoIP component of Enterprise Alert. This is required enable RTP protocol from and to this process. PAGE 35/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

Dialogic Diva SIPcontrol SIP Control process C:\Program Files (x86)\diva Server\sipcontrol.exe It is recommended to create a rule in the Windows Firewall that allows all traffic for the SIP Control process. This is required enable the RTP protocol from and to this process. PAGE 36/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

4 CONCLUSIONS AND OUTLOOK This whitepaper described how you can replace TAPI technology and still maintain the Dialogic Diva hardware at the same time. Voice call notifications via VoIP introduce multiple benefits to you. The biggest advantage is probably the new ability to deploy Enterprise Alert on a virtual machine and benefiting from private cloud mechanics. You can now also deploy additional instances of message master Enterprise Alert for better availability and redundancy but without the need of additional Dialogic Diva hardware for the additional instances. Please feel free to post any comments on this whitepaper to the according blog article on http://techblog.derdack.com PAGE 37/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

5 ABOUT DERDACK GMBH Derdack designs advanced enterprise notification software and communication automation solutions. Derdack s premium products help customers in over 50 countries to automate alert notifications and to communication-enable business processes and applications. Derdack is headquartered in Potsdam, Germany and has several hundred installations worldwide. A thriving Partner channel extends the company s reach globally. Clients include BMW UK, Caterpillar Belgium, Daimler, Microsoft Ireland, Roche Switzerland, Siemens Germany, Steria UK, Symantec and Telstra Australia. Please, visit www.derdack.com to read more about Derdack and www.derdack.com/enterprisealert for further information about Derdack s enterprise notification software. PAGE 38/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS

6 ABOUT THE AUTHOR René Bormann joined Derdack in 2005 and became the head of R&D in 2009. He finished his study 2005 and graduated with a diploma degree in computer science. PAGE 39/39 Whitepaper: Voice Call Notifications VIA VOIP AND EXISTING DIALOGIC DIVA BOARDS