PhoneCTI voip
Contents
Introduction
Slican's PhoneCTI.voip application contains all features off standard app version and allows for integartion phone with PC used by PBX subscriber. It is a PC application, designed for Windows operating system, which combines the ability to control the phone, access to PBX phonebook, subscribers call history, recorded calls, chat, SMS messages and other subscribers statuses, and addiditionally conversations with in-built SIP client. Application is not standard SIP softphone, and cannot be logged to ohter PBXes. To log the app and make calls with it, access to PC and PBX in the same network is required.
Application can be paired with all kind of phones connected to PBX: CTS system phones, analog, and VoIP phones. In the newest version, PhoneCTI can work as standalone voice communicator, installed on PC. Additional features relate mainly to analog phones users, becuse it grants them priviledges not accessible via desk phone.
PhoneCTI.voip allows user to access phonebooks stored in PBX memmory. They can be viewed and edited via system phone and PhoneCTI users. Applied changes in phonebook will be visible instantly on other users applications/phones. PhoneCTI.voip gives the possibility to use internal chat. All CTI users connnected to the same or linked PBX, can communicate with each other with chat feature.
Another big feature is integration of the PBX phonebook with users PC and PhoneCTI application. PhoneCTI.voip application uses phonebooks stored in PBX memmory, wich can edit it both from application and CTS system phone. Entered change is instantly visible. Chat feature can be attractive for companies that do not allow, due to security measures, to use third-party communicator applications.
Minimal requirements
To install Slican PhoneCTI.voip application, following minimal requirements are necessarily:
- Computer should be powered with clock >800 MHz
- Computer RAM memory should be 1GB minimum
- Computer graphic card should be compatible with DirectX 9
- Operating system - WindowsXP SP2 or later
- Microsoft .NET Framework 4.0 or later installed on computer
- Web browser Internet Explorer 7 or later installed on computer
Installing application on computer which doesn't fulfill mentioned minimal requirements is possible but it will work slowly or not all functions will be active.
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Installation
Slican PhoneCTI.voip application is licensed and using it requires purchase of appropriate license code. Purchased license code is entered during PBX configuration and decides about number of workstations with Slican PhoneCTI.voip application. Application licensing has no influence on its installation. Application setup can be downloaded from Slican ServNET zone and application install on the computer by entering appropriate data, necessarily to log in, in tap Settings - Connection.
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Second installation stage (not obliged) rely on uploading to PBX properly prepared file with PhoneCTI.voip application update. It can be done by PBX admin. This activity, if done, enables automatic updating PhoneCTI application on workstations. Updating is described in chapter Application updating.
Application launch
PhoneCTI.voip application can be launched as any other Windows application. In application settings you can activate functionality of automatic launching application after operating system start. Diuring launching application it log into PBX (according settings defined in tap Settings - Connection). After successful login, application synchonizes application data with appropriate data in PBX.
Application updating
Application updating id executed automatically and user has no influence on its proceedings. Similarly as for PBX, VoIP card or REC card firmware updating, updating of Slican PhoneCTI.voip application updating is executed by PBX admin. Every time during PhoneCTI application launching version check (uploaded to PBX and installed on user PC) is carry out. If these version numbers are different, application stored in PBX is automatically downloaded and installed on user PC, next new installed application is launched and log into PBX. Depending on version number updating can be upgrading or downgrading.
Application structure
Designation rules
PhoneCTI.voip application is very simple and intuitive, with help of appropriate icons status of phones visible in application windows. These icons invite user to execute specific action.
Icons and symbols
For PBX extension numbers, symbol of phone status and linked PhoneCTI.voip application consits of two icons, first of them represents phone status, while second represents application status.
Table 1 icons represent phone status.
| Phone status | |
|---|---|
| Ikona | Icon description |
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phone is free |
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phone is during a call |
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phone didn't talk for at least 8 hours |
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phone is upringing |
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DND service is on |
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phone is damaged, turned off or account is not recalled |
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external number icon, status is not monitored |
Table 2 icons represent application and chat status. Statuses can be changed manually buy application user..
| Application status | |
|---|---|
| Ikona | Icon description |
 |
app is running and logged to a number |
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Be Right Back status is active |
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Do Not Disturb status is active |
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app is not running or not looged to a number |
Symbols location and meaning
Symbols presented in tables can be visible in the main application window. After log in appropriate symbol is visible in top part of PhoneCTI.voip application window, as it is presented on following figure:
Quantity and type of displayed contacts, depends on set filter. From expandable list we can choose: Favourites, Recently used, All contacts and Internal Numbers, Public or Private contacts. An example of the defined Internal number:
In addition, pay attention to the following elements:
- Below the defined in PBX subscriber comment, user can enter a optional description for its own number. If empty, the field will display "Enter your description...".
- If contact has own number, it will be show on the right side of comment.
- If number is listed in public phonebook, but it is restricted, user will se only comment of contact.
- Icon on the left side of public contact, lets user send SMS message. Feature is determined by user configuration: priviledges, outgoing trafiic routing, etc.
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- contact has a number defined in public or private phonebook (visible icon on the right side on contact 
) and it is possible to send SMS message to it
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Settings
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After choosing Settings, we will see a new window with several tabs, that are used to configure many application options. Most of them will be described below.
Settings - Connection
After new widow have appeared or we choose Connection tab, we will see:
Login settings Visible fields are used for typing necessary data for connecting application with PBX. First field should contain PBX internal number of PhoneCTI.voip user. Next field is a password set by system administrator. After first connection with PBX, user will be asked for changing the password for only user-known one. Password should contain 4-16 characters, excluding ; and ~. Tha password can be also changed manually, by selecting the Change password link. Server address field is used for typing PBX address. Proper filling all above fields will result in connecting to PBX, and start of data synchronization. After succesfull operation user will be promped with Connection succesfull text. If any data will be filled not properly, user will see text Login failed. Change password link will automatically change to Forgot password and forward after clicking to WebCTI site, where we can send password reset link to specified e-mail address.
VoIP settings Checking the Use application in VoIP mode will first start a test of VoIP connection between application and PBX. In LAN, there is no need for additional settings to connect to PBX. If user is connecting to the PBX from behind a NAT, specified ports needs to be forwarded to PBX IP address:
- TCP 5529 - to PBX controller card IP address
- UDP 5060 - to PBX controller card IP address, or VoIP card (MAC-6400 PBX)
- UDP 8100-8300 - to PBX controller card IP address for PBXes without additional VoIP card
- UDP 8100-8300 - to additional VoIP card in MAC, IPL, IPM or IPU PBX
Positive test result:
In case of full lack of network connection, user will see:
In case of VoIP problems:
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Settings - General
This widow allows to set multiple application parameters. The define autostart process and visibility of specified data.
Available settings:
- Application language - choosing displayed text language: English, Polish, Deutsh
- Register hotkey - keyboard shortcut which will pop up the main application window from tray
- Start minimized in tray - method option for application
- Keep main window on top - other applications that are running will not cover PhoneCTI window
- Show the splash screen on application startup - version information turning on/off
- Clear filterboxes on window restore - after bringing application from tray, search box will be cleared
- Show favourites on window restore - after bringing application from tray, favourites contacts will be displayed
- Format phone numbers pasted into search box - eliminates redundant spaces, plus signs and brackets in pasted number
- Set 'Be Right Back' state after time of inactivity (in min.) - automatic BRB state time
- Set user comment on 'Be Right Back' state - users own text informing about Be Right Back status
- Add inactivity counter in the comment state - adding Be Right Back status time counter
- Show contact numbers - Last tab will present both contact name and number
- Show additional info after clicking on contact - displaying additional informations about contact
- Set application state on startup - choosing user state after application startup
- State icons - list of layout settings of phone and chat icons
- Set chat icon state busy when phone is busy - option will set both chat and phone icons status to busy, while user is during a call
- Contact status text in the contact list - method of displaying users status text
- The action of clicking on the tray icon - choosing action from expandable setting list
- The action of double clicking on the contact - choosing action from expandable setting list
Settings - WebCTI
In this window we configure connection port for WebCTI service, used for e.g.: change phone settings, make phone calls, history review, listening to own recorded calls. Setting used mostly for external network connection to WebCTI.
Settings - History
Application allows to group history records, for its organization. Missed and answered calls from one initiator will be shown as a one record with icon representing calls quantity.
Settings - Calls
Show the call window:
- In case of incoming call or handset pickup, a additional window will appear, with call details.:
Hide the call window after the time:
- Call notification window will dissapear after time (in seconds) configured in this field.
Handling callto/tel links in browsers
- With browser addon (such as Telify), user can dial numbers with PhoneCTI.voip directly from browsers window.
Settings - Messages
Selecting the option will result in different time of notifying about incoming SMS/chat message.
Above window will dissapear from Desktop, but tray icon will represent a message:
After clicking the envelope, message window will appear.
Message window has all sent and received messages from one user. Old messages are stored in archive.
Settings - Do not disturb (DND)
Screen determines rules of activating DND service. Do not disturb state can be turned on automatically after the time of inactivity on PC or phone (in minutes) or after application is turned off. DND can be turned on manually by pressing available DND button on main PhoneCTI.voipscreen.
Settings - Forwarding (FWD)
This window allow to set all options that regards forwarding calls to user's phone. The same settings can be changed in ConfigMAN application or by using services codes. Call forwarding can be turned on automatically after time of inactivity (in minutes). Inactivity time is a time where both user's phone and application are not used. Same as DND, FWD can be turned on automatically after application is closed. FWD button in main app screen can display the same settings window, or can turn on and off the service with last configured settings.
Settings - Audio Settings
This window contain settings regarding acoustic signalling about incoming calls and audio input/output. When application user, uses headset for answering/making calls, proper device should be selected.
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Call history
After clicking Last tab in the main application screen, user will see its own call history.
Each position in history window will represent one outgoing or incoming call. Call history is stored in PBX buffer. One record will have caller number, its commentary, date and call time. Next to each record, user will see icon, that represents the type of call:
Aswered incoming call.
Outgoing call (answered or not).
Missed incoming call.
Missed incoming calls icon. The number, represents the quantity of not answered calls from the same initiator.
Incoming call, answered by another PBX subscriber. Icon can appear in two situations:
- call was forwarded to a group, where user is a member, and call was answered by other group member
- other subscriber picked up'ed the call forwarded to user, by a special service code.
SMS message sent. Double clicking on the icon will dpop up the window with message text.
Chat messages with other application user. Double clicking on the icon will dpop up the window with message text.
Call was recorded.
Dialing and receiving calls
Call generating via PhoneCTI.voip application depends on PC and app configuration and used devices. When VoIP feature is turned on (Settings/Connection/VoIP settings/Use application in the VoIP mode) function buttons (answer, disconnect, hold, dial number) refers to built-in VoIP client. Call are carried out by PC's microphone and speaker or (as recommended) by wired or wireless headset (etc Bluetooth). When VoIP feature is turned off, it behaves as a normal PhoneCTI application, which is controlling phone paired with PhoneCTI. It is up to user to choose the best way for him, to use the application (with icons, shortcuts or context menu). Remember, that using the application with various types of phone is different. CTS system phones will be controlled by PhoneCTI (answering calls, disconnecting them, etc.), while analog or VoIP phones will only dial selected numbers, but handset needs to be picked up manually.
Choosing number from Contacts list
Searching of a contact:
- using expandable filter (Favorites, Recently used, All contacts, Internal numbers, Public, Private or Group name)
- using search window (magnifier icon) - full or part name or number of contact
- using scroll bar
Making a call for selected contact:
- double click on contact (required proper configuration in Settings)
- using handset icon (right from contact) and then acknowledge in pop-up window
- right-click on contact and choose Call
- clicking handset icon near search window, or choosing expandable menu and pressing Call
Choosing number from Last list
Searching of a contact in Last tab:
- time narrowing with date and time filters (last week, earlier month or all) and call type
- using search window
- using scroll bar
Making a call for selected contact:
- double click on contact (required proper configuration in Settings)
- using handset icon (right from contact) and then acknowledge in pop-up window
- right-click on contact and choose Call
- clicking handset icon near search window, or choosing expandable menu and pressing Call
Call transfer
During a call, PhoneCTI can transfer a call
- press Hold button in call window (requires app configuration)
- in main app window choose or type desired number and double-click it or press Call
With Transfer button user can easily transfer call with or without notification or return to earlier call if no one answered transfered call.
Call answering
Incoming call can be answered with Answer buton in call window or by picking up paired headset.
Call window
Example call window
Middle part of window contains:
- Commentary of phone number
- Contacts phone number
- Call time, and before connection, dialing time
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Message sending
PhoneCTI.voip allows to send and receive messages between application users. The same mechanism allows to send and receive SMS messages to/from mobile phone numbers.
Searching of a contact in Last tab or Contacts list:
- time narrowing with date and time filters (last week, earlier month or all) and call type
- using search window
- using scroll bar
Opening message window for selected contact:
- using handset icon (right from contact) and then acknowledge message button in pop-up window
- right-click on contact and choose Send message or Send SMS
- clicking handset icon near search window, or choosing expandable menu and pressing Send message or Send SMS
Coosing message type:
- Message - for other PhoneCTI.voip users
- SMS - for mobile phone contacts
Example context menu
Message window
Incoming messages are presented in right lower corner of the screen (required app configuration 4.2.5 Settings/Messages):
Window will dissappear after few second, and tray icon will display incoming message Okienko to pojawi się jedynie wówczas, gdy zaznaczona zostanie odpowiednia opcja w ustawieniach (4.2.5 Ustawienia - Wiadomości) i zniknie po czasie również tam ustawionym, natomiast zawsze ikona programu trayu zacznie pojawiać się naprzemiennie z poniższą ikoną:
Kliknięcie w tę ikonę spowoduje wyświetlenie na ekranie komputera okna z wiadomością:
W oknie tym oprócz treści wiadomości wyświetlona jest także informacja o osobie, która tę wiadomość wysłała (wraz z jej opisem - jeżeli taki posiada) oraz godzina przesłania wiadomości. W dolnej części okna możliwe jest wpisanie treści odpowiedzi, którą chcemy wysłać. W górnej części okna znajduje się też przycisk umożliwiający zadzwonienie na numer abonenta, od którego otrzymaliśmy wiadomość. Kliknięcie lewej części klawisza spowoduje zestawienie połączenia z numerem, z którego otrzymaliśmy wiadomość, natomiast po kliknięciu w prawą część klawisza na ekranie ukaże się lista wszystkich numerów telefonów przypisanych do danego kontaktu. Z listy tej możemy wybrać numer, na który chcemy zadzwonić. Zestawienie połączenia odbywa się według standardowych zasad opisanych w rozdziale 4.2.2 Ustawienia - Ogólne.
Chat
Dzięki programowi PhoneCTI.voip możemy prowadzić rozmowę tekstową z innym użytkownikiem programu, odpowiadając na jego wiadomości. Przykład konwersacji dwóch użytkowników pokazano na poniższym rysunku:
Wszystkie wiadomości przechowywane są w formie listy i dostęp do wiadomości archiwalnych jest możliwy za pomocą paska przewijania po prawej stronie okna.
SMS
Wysłanie wiadomości w postaci SMS jest możliwe również do innych osób nie posiadających numeru wewnętrznego w centrali. Wysyłanie SMSa odbywa się poprzez bramkę GSM znajdującą się w centrali. Abonent chcący wysyłać wiadomości SMS musi posiadać uprawnienia zgodne lub wyższe od ustawionych w programie ConfigMAN w zakładce Ruch wychodzący/Prefiksy SMS pole Prg. Wiadomość SMS jest wysyłana automatycznie przez centralę, a raport w postaci informacji o wysłaniu SMS'a pojawia się w Oknie wiadomości:
Wysyłany SMS może mieć maksymalnie 160 znaków. W przypadku przekroczenia ilości znaków aplikacja automatycznie dzieli je kilka wiadomości SMS. Jeżeli korzystamy z polskich znaków diakrytycznych ilość znaków w pojedynczej wiadomości zmniejsza się do 70. Liczba znaków jakie pozostały do wpisania wyświetlana jest po prawej stronie okna.
Ustawianie strony kodowej w centralach za granicą W związku z coraz częstszym instalowaniem central Slican poza granicami naszego kraju, nasuwa się problem obsługi znaków diaktrycznych w innych językach w wiadomościach SMS. W przypadku instalacji centrali za granicą może wystąpić problem z otrzymywaniem i wysyłaniem wiadomości poprzez program PhoneCTI.voip (puste pola, inne znaki).
W celu prawidłowego przekazywania SMS'ów w innych krajach należy:
- centralę wyposażyć w najnowszy firmware (najstarszy możliwy to 6.50.xxxx_en).
- posiadać aplikację PhoneCTI nie starszą niż 3.01.0320
- ustawić stronę kodową centrali właściwą dla kraju poprzez polecenie systemowe PBX_CodePage <wartość>
Wartość – strona kodowa – możliwe:
WIN-1250
WIN-1251
WIN-1252
WIN-1253
WIN-1254
WIN-1257
Konferencje
Konferencja tekstowa
Wersja 2.01 oprogramowania wprowadza możliwość przeprowadzenia konferencji tekstowej. Jest to funkcja chatu, w której uczestniczy więcej niż dwóch użytkowników aplikacji PhoneCTI.voip.
Stworzenie konferencji
1 sposób:
- wybieramy użytkownika z zakładki Kontakty naciskając na nim prawy klawisz myszy,
- z rozwijanego menu wybieramy opcję Dodaj do konferencji
- dodajemy kolejnych użytkowników - w otwartym oknie konferencji naciskamy pole Dodaj, a następnie w zakładce Kontakty okna głównego wybieramy pozostałe składniki konferencji.
2 sposób - przekształcanie czatu w konferencję:
- wybieramy użytkownika z zakładki Kontakty naciskając na nim prawy klawisz myszy,
- z rozwijanego menu wybieramy opcję Wyślij wiadomość
- w górnym pasku Okna wiadomości naciskamy ikonę Konferencja
- dodajemy kolejnych użytkowników - w otwartym oknie konferencji naciskamy pole Dodaj, a następnie w zakładce Kontakty okna głównego wybieramy pozostałe składniki konferencji..
Po wybraniu którejkolwiek z opcji, otworzy nam się nowe okno rozmowy, natomiast okno aplikacji zmieni się w ten sposób, że możemy wybrać wielu użytkowników.
Po wybraniu składników, z którymi chcemy przeprowadzić konferencję tekstową, możemy zacząć pisać. Każda osoba może dołączać oraz usuwać nowych użytkowników. Może również sama opuścić konferencję.
Konferencja głosowa
Po dodaniu wszystkich składników, w oknie Wiadomości naciskamy przycisk Rozdzwoń
Rozdzwaniają się wszystkie dostępne składniki. Przez podniesienie słuchawki telefonu skojarzonego z aplikacją PhoneCTI.voip mogą dołączyć do konferencji
Wyszukiwanie danych
W programie PhoneCTI.voip zastosowano stosunkowo zaawansowany sposób wyszukiwania tekstów. Wyszukiwania można dokonywać w każdym oknie programu, w którym pojawia się poniższe pole:
W miarę wprowadzania liter do powyższego okna, program PhoneCTI przeprowadza automatyczne wyszukiwanie. Odbywa się ono następująco:
- jeżeli liczba wprowadzonych znaków wynosi 1 lub 2, program wyszuka wszystkie łańcuchy tekstowe, w których dowolne ze słów zaczyna się od wprowadzonego tekstu,
- jeżeli liczba znaków wynosi 3 lub więcej, program wyszuka wszystkie łańcuchy, w których każde ze słów tego łańcucha zawiera wprowadzony tekst.
Jeżeli wyszukiwanie dotyczy kontaktów i odbywa się na liście kontaktów, a poszukiwany tekst nie zostanie znaleziony, program poinformuje o tym, zaproponuje nowego kontaktu i pokaże inne kontakty, które zawierają wprowadzony tekst i znajdują się poza aktualnym obszarem wyszukiwania. Działanie to ilustruje poglądowo poniższe okno:
