How to Manage Automatic Call Distribution (ACD) Queues | Contact Centers

Automatic Call Distribution queues put callers into a queue and typically play Music on Hold or custom announcement messages to keep them informed or relaxed while they wait for an agent to become available.

  • Studies prove that a caller listening to Music on Hold will stay on hold longer than a caller hearing a ring back tone
  • Agents are typically employees of a contact center that login to one or more queues in order to answer callers.
Module 15 - ScopTEL - Managing ACD
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How to Configure Applications

Applications are advanced Objects in ScopTEL configurations:

  • An extension number is given to an application to include the destination in the dial plan.
  • An application cannot be dialed directly from an Auto Attendant but if you choose the option ‘Allow Extensions to use this application as destination’ within the General application options then you can build a Ring Group or Virtual Extension and set the destination to the application. Only then can Ring Group and Virtual Extensions can be dialed from an Auto Attendant menu.
Module 16 - ScopTEL - Managing Applications
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How to Manage Auto Attendants/IVR Menus

If you need help managing Auto Attendants/IVR Menus please refer to this training manual.

 

Module 14 - ScopTEL - Managing Auto Attendants
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How to use the Extensions Manager to add new Users and Extensions

How to use the Extensions Manager to add new Users and Extensions

 

Module 9 - ScopTEL - Extensions Management
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ScopTEL- AdHoc Conference Feature Management

  • ScopServ is very pleased to announce the addition of a new Feature Code known as ‘AdHoc Conference’
  • The purpose of the feature is to allow users with no Admin GUI access to the ScopTEL management interface to create Conference Bridges on the fly.
  • A phone user with access to the AdHoc Conference (Admin) Feature Code by virtue of their extensions’ Class of Service can create virtually unlimited Conference Bridge applications any time one is needed by dialing some codes from their phone.
  • The Admin creator must set the ADMIN PIN code and optionally create USER PIN codes to restrict access to any of their Conference application Extension Numbers.
  • Users Dial the AdHoc Conference (User) Feature Code by virtue of their extensions’ Class of Service then dial the Conference Bridge Extension and the Admin defined PIN code to enter the bridge
  • Anyone with the Admin password of any Conference Bridge extension and a valid Class of Service applied to their extension can use the Conference PIN change Feature Code to quickly change PIN’s on an existing Conference Bridge application
  • The Conference PIN change Feature Code must be carefully safeguarded by Class of Service since it can be used to modify the USER PIN of any existing Conference Bridge application
  • AdHoc Conferences have a limited time to live set to a default of 30 days after which they are automatically deleted.

 

ScopTEL- AdHoc Conference Feature Management
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How to Provision Bria Soft Phone

If you have purchased a valid license from http://www.counterpath.com you can use this document to provision your Bria Soft Phone

 

ScopTEL - How to Provision Bria
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Securing Configuration Files with HTTP Authentication

  • Hackers are routinely scanning IP addresses for open ports and if they find an IP address vulnerable to brute force scanning they will execute a remote Provisioning scan using the first 6 digits of popular vendor ID’s like Polycom, Yealink and then brute force the last 6 digits of a 12 digit MAC address.
  • By example a ScopTEL server using the default HTTP listen port of 5555 can be attacked using this method. Other vendors are also vulnerable on whatever HTTP listen port they use to remotely provision IP phones.
  • TFTP is especially vulnerable on UDP port 69 because no specific path is required to the MAC.cfg file. Only the <MAC>.cfg variable is required to harvest the MAC.cfg file. TFTP should be denied on the Firewall whenever possible.
  • If you have enabled Telephony>Configuration>Security>Flood Protection and the ScopTEL Firewall and Telephony Flood Protection (Fail2ban) Service then the remote attacker’s IP address will be blacklisted by the Firewall when a brute force attack is detected.
  • But if the remote attacker knows of a valid MAC address on the network then this MAC.cfg file can easily be harvested unless HTTP Authentication is configured. The exact methodology won’t be published here as this should not be public knowledge.
  • This document will explain how to lock down a server using HTTP Authentication

 

ScopTEL - Securing Configuration Files with HTTP Authentication
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Managing Backups for Multiple ScopTEL Systems

  • ZIP and tar and 16 bit applications and are therefore limited in creating a maximum file size of 4Gb. Therefore if the compressed backup will be larger than 4Gb the backup will be truncated due to the limitations of these 16 bit applications.
  • Remote backups to FTP servers can be difficult due to NAT issues. If the ScopTEL server is behind NAT and the remote FTP server is behind NAT it is doubtful that the remote backup will succeed due to the number of dynamic ports that must be allocated for the file transfers.
  • Local Backup (File) is not a recommended backup Destination in the ScopTEL Backup Manager because it will create a local backup file each time it is executed and this can result in low drive space.
  • If you are backing up a server in order to migrate to another platform it is highly recommended you use the method published in our knowledgebase at https://blog.scopserv.com/2018/10/putty-and-winscp-backup-and-restore-method/ the purpose of the document you are reading is to schedule remote backups especially if you are an administrator trying to automate backups for multiple remote systems.

 

ScopTEL - Managing Backups with Acrosync
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Putty and WinSCP Backup and Restore Method

The Putty and WinSCP Backup Method is the recommended method to backup a ScopTEL Server. It is nearly foolproof and backs up all required data.

 

Module 18 - ScopTEL - Backup_Restore Using Putty_WinSCP
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Product Bulletin – Asterisk 13 Official Release Announcement

August 28th, 2018

SCOPTEL is now officially releasing support for Asterisk 13 and deprecating support for Asterisk 11.

 

Asterisk13-Product-Bulletin-Official_Release
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