How to install ScopTEL CentOS 5 version on a PC using our DVD ISO boot disk

In order to start using our ScopTEL IPPBX software you first need to download a copy of our DVD ISO boot disk from http://download.scopserv.com/iso/

Once you have downloaded the el5 ISO and burnt the image to a blank DVD you can follow along with our detailed instructions (including screen shots) to install our ScopTEL software using the DVD ISO boot disk.

[note]To log into ScopTEL PBX WebGUI, go to http://ip.address.of.the.server:5555/

The default GUI user/password are admin/admin

The default SSH console user/password are root/scopserv[/note]

Module 1 - ScopTEL - CentOS5 DVD ISO Boot Disk Installation
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Using ScopTEL PBX and Polycom Enhanced Feature Keys / EFK to monitor and control Call Recording

This post explains the possibility using Polycom Enhanced Feature Keys / EFK and Softkey to monitor and control Call Recording with ScopTEL PBX.

What we want to achieve is to show the status of the Call Recording (eg. if the current call is recorded) directly on the phone LCD and have the ability to stop and start the recording.

 

[note color=#ddd]NOTE:  This capability require ScopTEL PBX  Telephony 2.6.0 and Asterisk 1.8.15.0 and applies to the Polycom SoundPoint IP  320, 330, 430, 501, 550, 560, 601, and 650 phones using Firmware 3.0.0 and greater.[/note]

 

Activate Feature Code

Once logged as administrator into the ScopTEL GUI, you must go on Telephony -> Configuration -> Feature Code and set the code for Call Recording (Mute/UnMute) feature code, the default value is set to #999. Now you must Save Configuration.

 

Configuration -> Features Code -> Miscellaneous

Configuration -> Features Code -> Miscellaneous

 

Configure Phone Provisioning

 

Click on Telephony -> Provisioning and add a new phone or edit an existing one.  You must define a Soft Key, set the type as Feature and select Call Recording (Mute/UnMute) on the list of features. This will automatically configure a BLF key that will be turn on the indicator if call is recorded and turn off when no recording.

 

[note color=#eee]With other phone vendors, you can  manually define the Softkey contact as monitor-TENANT-EXTEN (ex. monitor-default-250) to subscribe to this hint/BLF on the ScopTEL PBX (Asterisk). Please note that the following macros are also available in Softkey contact: ${TENANT}, ${EXTEN} and ${USER}.[/note]

 

Provisioning -> Soft Key

Provisioning -> Soft Key

 

The next step is to define an EFK button that will start/stop the recording on the current call. Click on EFK tab and set the key type to Feature and set it to Call Recording (Start/Stop). This key is a shortcut for the feature code and will automatically send the DTMF and invoke the feature code during the call.

 

Provisioning -> Enhanced Function Key (EFK)

Provisioning -> Enhanced Function Key (EFK)

 

 

Alternatively, it possible to use the Call Recording (Mute/UnMute) feature as a Softkey (Speed Dial) by specifying !automonmute in the destination field.  Please note that you cannot control when the softkey is visible (Idle, Active, Hold, etc) like with EFK.

 

Use EKF as a Softkey

Use EKF as a Softkey

 

Apply Configuration

Finally, you must click on Commit in order to generate provisioning files and reboot your phone.

 

Polycom IP601 Active Call

Polycom IP601 Active Call

 

 

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How to fix DAHDI/WANPIPE drivers issues on ScopTEL PBX

If you have updated your ScopTEL PBX server  to use a new CentOS kernel, it can sometimes happen that DAHDI/WANPIPE drivers need to be recompiled manually.

If you’ve been getting issues with Digital/Analog interfaces and drivers refuse to start, here’s how to fix it.

To fix the problem, we’ll need to remove current installed drivers. So open an SSH connection to the server and execute the following commands:

service asterisk stop

service dahdi stop

rpm -e dahdi wanpipe dkms-dahdi dkms-wanpipe  –nodeps

Now that drivers are cleaned, you must reinstall drivers, this step will always download the latest version available on ScopServ RPM repositories.

You must execute this command from SSH to reinstall packages:

scopserv_yum install dkms-dahdi dkms-wanpipe -y

Finally, from the ScopTEL GUI, you must Commit configuration on the Telephony module.

Then it is recommended in SSH to do:

service dahdi start

service asterisk start

As you can see, the procedure for reinstalling  the DAHDI and Wanpipe drivers on your ScopTEL PBX is relatively simple.

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ScopTEL – Advanced Training on QoS and VLANs

Ever wonder how to set up VLAN’s or set priority on the default VLAN for voice traffic?

Mechanisms like LLDP and CDP are not a necessity to set up voice priority or VLAN’s.

This document covers prerequisites for the ScopTEL advanced training and reseller exam.

QoS – VLAN – CODEC – Best Practices – MPLS – VoIP Protocols – MOS

Module 20 - ScopTEL - Quality of Service Training

 

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How to recover Shared Storage (DRBD) from split brain

After split brain has been detected, one node will always have the resource in a StandAlone connection state. The other might either also be in the StandAlone state (if both nodes detected the split brain simultaneously), or in WFConnection (if the peer tore down the connection before the other node had a chance to detect split brain).

 

Shared Storage (DRBD) Status

Shared Storage (DRBD) Status

 

If you get degraded Shared Storage (DRBD) you have to manually resolve split brain situation. You will need to log into Master/Slave server using SSH and connect as root.

 

On Master (primary) server :

[note color=#ddd]drbdadm connect all [/note]

 

On Backup (secondary) server :

[note color=#ddd]drbdadm invalidate all
drbdadm connect all
[/note]

 

Upon connection, your split brain victim immediately changes its connection state to SyncTarget, and has its modifications overwritten by the remaining primary node.

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How to use the ScopTEL Version Switcher to move between ScopTEL releases and different releases of Asterisk

ScopTEL implements an Asterisk version switcher in our Packages Manager.

The version switcher easily toggles between Asterisk versions 1.4, 1.8 and 11

Each Asterisk version may have its place in the real world scenarios even though Asterisk 1.4 is discontinued.

Version 1.8 added great new features in Connected Party updates, CCNB, SRTP

Version 11 finally gives Asterisk T.38 gateway support.

Now you can choose which Asterisk version to deploy and quickly switch between versions to choose which version is best for you.

Module 4 - ScopTEL - Version Switcher for Telephony Server

 

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Enable Instant Messaging (XMPP) Service on ScopTEL PBX

We will look at how to setup an Instant Messaging server on ScopTEL PBX using a free and open source XMPP based IM server.

Openfire is a real time collaboration (RTC) server dual-licensed under the Open Source GPL and commercially. It uses the only widely adopted open protocol for instant messaging, XMPP (also called Jabber). Openfire offers rock-solid security and performance.

 

Install Openfire package

First we need to login as administrator into the ScopTEL PBX GUI and go on Server -> Packages Manager -> Version Informations. You must verify that the Openfire package is installed. If not, you have to click on the Install link displayed on the Status column.

Install Openfire from Packages Manager

Install Openfire from Packages Manager

 

Enable Instant Messaging integration

Now that Openfire package is installed, you must go to Telephony -> Configurations -> Modules and enable the Instant Messaging/Presence Integration option then click on the Save button.

Enable Instant Messaging module

Enable Instant Messaging module

 

You must now go to Telephony -> Configuration -> Instant Messaging menu. In the “Server Name” and “SIP Server” sections, fill in the domain for your local environment and click Save.

Instant Messaging options

Instant Messaging options

 

The next step is to enable the Instant Messaging service in the automatic boot process, you must go to Telephony -> General -> Services Status, click on the “Edit Service” button and check the service.

Enable Instant Messaging service

Enable Instant Messaging service

 

 

Create Instant Messaging extensions

Now let’s us create a new account for XMPP.  Instant Messaging account are configured on Telephony -> Extensions -> Phones. Create or edit an existing extensions and go on the User Options tab and check the “Enable Instant Messaging” option.

Enable Instant Messaging on Extensions (Phones)

Enable Instant Messaging on Extensions (Phones)

 

Go on the Instant Messaging tab, fill in the “Username” and “Password” and click on “Save“.

Instant Messaging authentication

Instant Messaging authentication

 

[note color=#ddd]Note:  You must  issue a Commit in Telephony GUI after configuration modification. You must also verify that the Instant Messaging service is running in order to update Openfire settings and users during the Commit[/note]

 

Open Ports in your Firewall

If you have a Firewall in place you’ll need to open some ports before we can start configuring Openfire through its web interface. Openfire uses ports 5222 and 7777  for client connections and file transfer proxy respectively.  If you use integrated ScopServ Firewall like I do, then go on Network -> Firewall and add Inbound rules for theses port.

 

DNS configuration in Jabber/XMPP

XMPP is a decentralized network, and relies heavily on DNS to achieve this. Any Jabber/XMPP user is identified by their address (JID) in the form ‘username@domain’, where the domain identifies the server that their account exists on.

In order for clients to connect and log in, they need to find the IP address of the server associated with their JID. Similarly remote servers which need to forward a message to a user also need to contact that user’s server to pass that message on.

This is achieved by looking up the domain in DNS, and most domains will need no extra configuration for XMPP. There are cases however that you will want or need to add/update your DNS records – this page explains when, why and how.

http://prosody.im/doc/dns

 

You can now log using your IM client

We highly recommend to use ScopCOMM client but you can use any IM client that supports XMPP to sign up with your Instant Messaging server.

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How to implement Skill Based Routing (ACD) on ScopTEL PBX

Skills Based Routing Definition

The following is the Wikipedia definition for Skills Based Routing:

[note color=#ddd]“Skills based routing (SBR) is a call assignment strategy used in call centers to assign incoming calls to the most suitable agent, rather than simply choosing the next available agent. It is an enhancement to the Automatic Call Distributor systems (and IVR systems) found in most call centers. The need for skills based routing has arisen as call centers have become larger and dealt with a wider variety of call types.”[/note]

 

Best way to describe Skill Based Routing is with an example.  If you have 3 agents in a call group each having a different skill level in their certain field :

  • Agent 1 best knows Windows and only speak French
  • Agent 2 best knows Linux and speak both English and French
  • Agent 3 best knows MacOSX speak French and moderate English

But each person may know a bit about the other skills. Each Agent has a weight rating:

[table style=”3″]

Agent Windows Linux MacOSX French English
Agent 1 100 50 25 100 0
Agent 2 25 100 50 100 100
Agent 3 50 25 100 100 50

[/table]

Example:

4 calls come, 2 asking for Windows support, one for Mac Support and one for Linux support
Agent 1 was free gets the first windows call
Agent 2 was free gets the second windows call
Agent 3 was free get the first Mac call
Caller 4 waits until an agent gets free for the system to reevaluate the skill table

Advantages of this method over a traditional Queue (ACD ):

  • Do not need to create a Queue for each language, department, etc (skills)
  • Used to train agents to build up their skill level
  • Used to get the best quality support to the calling client
  • Saves time of the higher trained agents (gets them away from password reset requests)

 

Requirements

If you want to use Skill Based Routing, the minimal requirements are:

  • ScopServ Telephony 2.5
  • Asterisk 1.8

 

Create the skills

You can create multiple Skills on the ScopTEL PBX using the Telephony -> Queues and Agents (ACD) -> Skill Based Routing menu.

Skills

Create a Skill Rules set

A Skill Rules set is a list of conditions that can be created on Telephony -> Queues and Agents (ACD) -> Skill Based Routing menu. Each conditions are evaluated against each Agent in order to see if it matches. The call is distributed according to the matching rule.

Each rule has two parts:

  • the first part is a dynamical condition. If its evaluation is false, the next rule is tried;
  • the second part is tested against queue member’s skills, to define a selection

You can get more details about Conditions, Rules,  and Arithmetic/logical operators, that can be used on a rules, on the Definition tab.

Skill Base rule

Skill Base rule

 Important Note : Never use <= or >= operators otherwise the rule will be omitted !

Once the Skill Routing Rule is created the list view will look like the following :

Skill Routing Rules

Skill Routing Rules

 

Apply the skills to the agents

 

Now that all the skills are created you may assign them to the agents on the  Telephony -> Queues and Agents (ACD) -> Agents menu under the Options tab.   You can specify  custom skills on a per agent basis like :

 

If you have multiple agents that share same Skills, you can go on  Telephony -> Queues and Agents (ACD) -> Skill Based Routing and create Skill Groups that can be assigned to agents.

Skills Groups

Skills Groups

 

 

Assign Skills to a destination

Now that skill rules are created and skills assigned to agents, you must assign the Skill Based Rule  to a Queue (ACD). In this sample, we assign the rule to a Queue directly on an Auto Attendant (IVR):

Assign Skill Based Rule

Assign Skill Based Rule

 

 

[note color=#ddd]

Note:  You must  issue a Commit in Telephony GUI after configuration modification.

Be carefull to have at least one Agent skills matching the first Rule of the Rules Set, otherwise the Queue Application will hangup incoming calls, omitting the following rules.

[/note]

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ScopServ Developper Kit for Linux (PHP classes)

ScopServ released today the first version of its ScopDEV (SDK) for Linux (PHP classes).

This PHP class API has been eagerly awaited by the community and follows the Windows API released about 6 months ago.

It comes with some 50 samples and will enable any PHP programmer to interface with our flagship software, ScopTEL IP PBX.

You can download this SDK at the following address: http://www.scopdev.com/

 

 

 

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