User

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Contents

[edit] Installation

[edit] Hardware

[edit] Installation

[edit] Configuration

[edit] Default Configuration

A newly installed system is provides a "Default" domain to get you started.

[edit] Agent feature access numbers

Agents use dial in codes to log-on and log-off and to change and check their status. In order to use these features the agent need to dial the relevant feature access, they will then be prompted to enter their user number and their PIN code. Where agents are changing their status they will also need to know the relevant code assigned to a particular status, this is available through their personal web administration pages.

In addition to being manually dialed, full or partial dial in codes may be assigned to speed dial keys on telephones/soft-phones to make the process of accessing the features both quicker and easier for users, for example agent 2001 (PIN 1234) could use a speedial to dial 80*2001*1234 to log on to ContactQ (note the use of * characters to delimit the parameters).

As standard the following codes are defined:. 

80 - Log on
81 - Log off
82 - Go Unavailable
83 - Go Available
84 - Supervisor admin
85 - Check status
86 - Voice mail admin (currently, allows greeting to be recorded/reviewed)
  • 80 Login
  1. 80
  2. "Please enter your agent number followed by the pound(#) key."
  3. xxxx #
  4. "Please enter your PIN code followed by the pound(#) key."
  5. yyyy #
  6. "Agent Logged On."
  7. Call Terminates


  1. 80*AgentID
  2. "Please enter your PIN code followed by the pound(#) key."
  3. yyyy #
  4. "Agent Logged On."
  5. Call Terminates


  1. 80*AgentID*PIN
  2. "Agent Logged On."
  3. Call Terminates


  • 81 Log Off
  1. 81
  2. "Please enter your agent number followed by the pound(#) key."
  3. xxxx #
  4. "Please enter your PIN code followed by the pound(#) key."
  5. yyyy #
  6. "Agent Logged Of.f"
  7. Call Terminates


  1. 81*AgentID
  2. "Please enter your PIN code followed by the pound(#) key."
  3. yyyy #
  4. "Agent Logged Off."
  5. Call Terminates


  1. 81*AgentID*PIN
  2. "Agent Logged Off."
  3. Call Terminates


  • 82 Go Unavailable
  1. 82
  2. "Please enter your agent number followed by the pound(#) key."
  3. xxxx #
  4. "Please enter your PIN code followed by the pound(#) key."
  5. yyyy #
  6. "Please enter the unavailable code followed by the pound(#) key."
  7. z, zz, zzz #
  8. "Agent Unavailable."
  9. Call Terminates


  1. 82*AgentID
  2. "Please enter your PIN code followed by the pound(#) key."
  3. yyyy #
  4. "Please enter the unavailable code followed by the pound(#) key."
  5. z, zz, zzz #
  6. "Agent Unavailable."
  7. Call Terminates


  1. 82*AgentID*PIN
  2. "Please enter the unavailable code followed by the pound(#) key."
  3. z, zz, zzz #
  4. "Agent Unavailable."
  5. Call Terminates


  1. 82*AgentID*PIN*Code
  2. "Agent Unavailable."
  3. Call Terminates


  • 83 Go Available
  1. 83
  2. "Please enter your agent number followed by the pound(#) key."
  3. xxxx #
  4. "Please enter your PIN code followed by the pound(#) key."
  5. yyyy #
  6. "Agent Available."
  7. Call Terminates


  1. 83*AgentID
  2. "Please enter your PIN code followed by the pound(#) key."
  3. yyyy #
  4. "Agent Available."
  5. Call Terminates


  1. 83*AgentID*PIN
  2. "Agent Available."
  3. Call Terminates


  • 84 Supervisor Monitor (Listen In)
  1. 84
  2. "Please enter your agent number followed by the pound(#) key."
  3. xxxx #
  4. "Please enter your PIN code followed by the pound(#) key."
  5. yyyy #
  6. "Please enter user number of the agent you wish to monitor."
  7. zzzz #
  1. From this point on the supervisor is placed in to monitoring mode and will be able to hear the current call and subsequent calls that the agent recieves


  • 85 Status Check
  1. 85
  2. xxxx # "Please enter the agent number followed by the pound(#) key."
  3. "Agent is Available", "Agent is Unavailable", "Agent is Logged Off"


  • 86 Voice mail Admin
  1. 86
  2. "Please enter your agent number followed by the pound(#) key."
  3. xxxx #
  4. "Please enter your PIN code followed by the pound(#) key."
  5. yyyy #
  6. Menu: "To listen to your greeting, press 1. To re-record yor greeting , press 2."
  7. Option 1: Plays the current greeting.
  8. Option 2: Prompts for new recording, then records it.
  9. Loops back to menu.

[edit] ACD Queues

The Default domain has a single queue defined called default. No agents are initially defined so these must be added manually. The access number for this queue is 1000.

[edit] IVRs

A welcome script is provide to check the operation on the system, its access number is 1001.

The IVR includes call diversion scripts to allow locally registered phones to make outbound calls.

[edit] SIP Phone Configuration

[edit] Xlite client (version 3.0 build 47546)

  • Ensure that you have created a local sip account for the users on the ContactQ system.
  • This section will assume that a user has been created on a ContactQ system in the "Presidents" domain and that the user account has a "User number" of 2001. For the purpose of this guide we will assume that the IP address of the ContactQ system is 10.0.5.172
  • Within the Xlite client, Open the properties of the SIP account and enter the following parameters as shown below. 
Username = "2001-Presidents" (this is a combination of the users "user number" and the name of the "domain", separated by a hyphen symbol)
Password = Enter the password that you defined in the SIP account of the users on ContactQ (The default password is "password")
Authorization user name = (Leave Blank)
Domain = 10.0.5.172
Domain Proxy - Register with domain and receive incoming calls CHECKED
Proxy - Address 2001-Presidents@10.0.5.172
  • Click Apply/OK and exit parameters screen - The Xlite client should now register with the ContactQ system

[edit] Aastra 9112i Phone Configuration

  • Ensure that you have created a local sip account for the users on the ContactQ system as defined above in the section headed "Creating local SIP accounts for users"
  • This section will assume that a user has been created on a ContactQ system in the "Presidents" domain and that the user account has a "User number" of 2010. For the purpose of this guide we will assume that the IP address of the ContactQ system is 10.0.5.172
  • Aastra phones may either be configured through the phone itself or via the web management interface. When programming a phone through the web interface, all these settings can be found within the section titled "Global SIP" - Ensure that the following parameters are configured as detailed below. 
screen name: 		ContactQ
Phone Number: 		2010-Presidents (This is the "SIP User Name" and is case sensitive)
Caller ID: 		2010 (sip display name)
Authentication Name: 	2010-Presidents (This is the "SIP auth name" and is case sensitive)
Password: 		"password"
Proxy Server: 		10.0.5.172
Backup proxy ip: 	10.0.5.172
Outbound proxy: 	10.0.5.172
Registrar ip: 		10.0.5.172
Backup registrar ip: 	10.0.5.172
  • To enable speed-dial keys to access ContactQ features e.g agent logon, change the "Local Dial Plan" found on the Preferences page to "x+#" (without the quotes)
  • Save the changes and reboot the phone to apply the changes


[edit] SIP Trunk Configuration

[edit] VoipTalk (http://www.voiptalk.org)

[edit] ContactQ Settings

Login to your ContactQ Domain as an administrator. Navigate to the Domain->SIP page and complete the following settings.
The USERID and PW settings are provided by VoipTalk.

SIP Proxy Settings 

 Host:                 voiptalk.org
 Port:                 5060
 Username:             USERID
 Password:             PW
 From user:            USERID
 From domain:          voiptalk.org
 DTMF mode:            rfc2833
 Insecure:             very
 Nat:                  unchecked
 SIP re-invites:       unchecked

SIP Registrar Settings 

 Registration:         USERID:PW@voiptalk.org/USERID

Once complete select Apply Changes and ensure that both system configuartion and sip configuartion update options are selected.

[edit] VoipTalk Settings

Navigate to the VoipTalk website (https://www.voiptalk.org) and Login to your account. Select the account that you want to route to your ContactQ system by clicking on the telephone number.

From this page select the following options. 

 Select a Configuration Option:    Route to a PBX
 Choose VoIP Protocol:             SIP-compatible PBX
 Enter IP Address or DNS Host:     [your ContactQ server IP address]


[edit] nex Vortex (https://www.nexvortex.com)

[edit] ContactQ Settings

Login to your ContactQ Domain as an administrator. Navigate to the Domain->SIP page and complete the following settings.
The USERID and PW settings are provided by nex Vortex.

SIP Proxy Settings 

 Host:                 66.23.129.253
 Port:                 5060
 Username:             USERID
 Password:             PW
 From user:            USERID
 From domain:          [your domain name]
 DTMF mode:            rfc2833
 Insecure:             very
 Nat:                  unchecked
 SIP re-invites:       unchecked

SIP Registrar Settings 

 Registration:         USERID@nexvortex.com:PW:USERID@nexvortex.com

Once complete select Apply Changes and ensure that both system configuartion and sip configuartion update options are selected.

[edit] nex Vortex Settings

TBD

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