Telecommunication Systems Division
??
Net Phone
Administrator Guide
April 2008
Telecommunication Systems Division
??
Net Phone
Administrator Guide
April 2008
Publication Information
Toshiba America Information Systems, Inc.
Telecommunication Systems Division
Publication Information
Toshiba America Information Systems, Inc., Telecommunication Systems Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document.
Further, Toshiba America Information Systems, Inc., Telecommunication Systems Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing methods may warrant.
Version A, April 2008
Our mission to publish accurate, complete and user accessible documentation. At the time of printing the information in this document was as accurate and current as was reasonably possible. However, in the time required to print and distribute this manual additions, corrections or other changes may have been made. To view the latest version of this or other documents please refer to the Toshiba FYI web site.
Toshiba America Information Systems shall not be liable for any commercial losses, loss of revenues or profits, loss of goodwill, inconvenience, or exemplary, special, incidental, indirect or consequential damages whatsoever, or claims of third parties, regardless of the form of any claim that may result from the use of this document.
THE SPECIFICATIONS AND INFORMATION PROVIDED HEREIN ARE FOR
INFORMATIONAL PURPOSES ONLY AND ARE NOT A WARRANTY OF ACTUAL
PERFORMANCE, WHETHER EXPRESSED OR IMPLIED. THE SPECIFICATIONS AND
INFORMATION ARE SUBJECT TO CHANGE WITHOUT NOTICE. ACTUAL
PERFORMANCE MAY VARY BASED ON INDIVIDUAL CONFIGURATIONS, USE OF
COLLATERAL EQUIPMENT, OR OTHER FACTORS.
?? Copyright 2008
This document is copyrighted by Toshiba America Information Systems, Inc. with all rights reserved. Under the copyright laws, this document cannot be reproduced in any form or by any
Trademarks
Strata, SD (Secure Digital) and CIX are registered trademarks of Toshiba Corporation.
Stratagy, eManager, My Phone Manager and Info Manager are registered trademarks of Toshiba America Information Systems, Inc.
Windows and Microsoft are registered trademarks of Microsoft.
Trademarks, registered trademarks, and service marks are the property of their respective owners.
TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (???TAIS???)
Telecommunication Systems Division License Agreement
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Toshiba America Information Systems, Inc.
Telecommunication Systems Division5932
9740 Irvine Boulevard
Irvine, California
United States of America
DSD 020905
Toshiba America Information Systems, Inc.
Telecommunication Systems Division
Limited Warranty
Toshiba America Information Systems, Inc., (???TAIS???) warrants that:
???The CIX Attendant Console equipment, such as the PC (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for twelve (12) months after delivery.
???And that the Toshiba telephone equipment (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for
This warranty is void (a) if the equipment is used under other than normal use and maintenance conditions, (b) if the equipment is modified or altered, unless the modification or alteration is expressly authorized by TAIS, (c) if the equipment is subject to abuse, neglect, lightning, electrical fault, or accident, (d) if the equipment is repaired by someone other than TAIS or an authorized TAIS dealer, (e) if the equipment???s serial number is defaced or missing, or (f) if the equipment is installed or used in combination or in assembly with products not supplied by TAIS and which are not compatible or are of inferior quality, design, or performance.
The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with respect to the equipment, is the repair or replacement by TAIS or its authorized dealer of such defective or missing parts as are causing the malfunction with new or refurbished parts (at their option). If TAIS or one of its authorized dealers does not replace or repair such parts, the retail customer???s sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to be defective, and which are returned to TAIS through one of its authorized dealers within the warranty period and no later than thirty (30) days after such malfunction, whichever first occurs.
Under no circumstances will the retail customer or any user or dealer or other person be entitled to any direct, special, indirect, consequential, or exemplary damages, for breach of contract, tort, or otherwise. Under no circumstances will any such person be entitled to any sum greater than the purchase price paid for the item of equipment that is malfunctioning.
To obtain service under this warranty, the retail customer must bring the malfunction of the machine to the attention of one of TAIS??? authorized dealers within the
THERE ARE NO OTHER WARRANTIES FROM EITHER TOSHIBA AMERICA INFORMATION SYSTEMS, INC., OR
TOSHIBA CORPORATION WHICH EXTEND BEYOND THE FACE OF THIS WARRANTY. ALL OTHER WARRANTIES,
EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR
PURPOSE, AND FITNESS FOR USE, ARE EXCLUDED.
No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty. No such modification or extension is effective unless it is in writing and signed by the vice president and general manager, Telecommunication Systems Division.
WARRANTIES FOR
THIRD PARTY PRODUCTS
A valuable element of Toshiba???s product strategy is to offer our customers a complete product portfolio. To provide this value to our customers at the most optimal prices, we offer both
While Toshiba offers a wide selection of software, hardware and peripheral products, we do not specifically test or guarantee that the
Contents
ii
Strata CIX Net Phone AG 04/08
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Introduction
This user guide describes how to use the Toshiba Net Phone software with Strata CIX670, CIX200, CIX100,
Organization
???Chapter 1 ??? Overview provides an overview of the Net Phone Administrator screens and functions.
???Chapter 2 ??? Installation covers the Net Phone software installation.
???Chapter 3 ??? Deploying Net Phone describes three
???Chapter 4 ???
???Chapter 5 ???
???Chapter 6 ??? Open Architecture Interfaces describes integrating applications within Net Phone, such as the Personal Power Dialer or Chat as well as provides enabling links for other programs running on the PC.
???Appendix A ??? Trouble Shooting includes the causes and solutions to various issues that could be encountered when using Net Phone.
Introduction
Conventions
Conventions
vi
Strata CIX Net Phone AG 04/08
Introduction
Related Documents/Media
Related Documents/Media
Note Some documents listed here may appear in different versions on electronically or in print. To find the most current version, check the version/date in the Publication Information on the back of the document???s title page.
Refer to the following for more information:
???Strata CIX Net Phone User Guide.
???Strata Net Phone Help file included with the Software.
This page is left intentionally blank.
This document is the System Administrator???s Guide for the Net Phone. This book contains information for a system administrator to install and administer one or more installations of Net Phones. The ???System Administrator??? is assumed to be a person familiar with the phone system, computers, and LANs. This document is NOT a ???User Guide??? for the Net Phone user. The
The Net Phone is a PC Phone software program that is used on PCs. It is a ???Client??? program of the Toshiba Net Server. At each PC there is no physical connection between the phone and the PC, because Net Phone uses a ???virtual??? connection to control the phone (see Figure 1).
Overview
PBX
LAN
Starting in V5.0, two levels of software licensing is provided and controlled by the Net Server (using a software copy key) at the Server PC. No copy key or software licensing is required at the PC. Net Phone can be installed on any number of PCs, and when each PC runs its copy of Net Phone, the Net Server validates whether it has sufficient licenses to run that additional copy of Net Phone. If not, that PC will be restricted to running Net Phone in Demo mode (which will run most features but will time out after a while).
Net Phone licenses have two levels, one that controls the features for working in conjunction with a desktop phone enhancing the way that phone works while all speech is provided by the desktop phone. The second level, added beginning with
Overview
Net Phone Software Enhancement History
V5.0, provides a complete speech path for Voice over the Internet (VoIP) to provide a complete phone without using a desktop phone. This second interface can also work using a desktop phone or standalone by virtue of changing the ???profile??? settings.
This document provides a quick reference for a System Administrator for getting Net Phone installed and running. Once it is installed and operational, the
Note All of the features mentioned in this document are not available on all types of PBXs. Please refer to your PBX documentation or contact Computer Telephony Solutions, Inc. if you need assistance.
Net Phone Software Enhancement History
Version 6.0
???Presence Viewer - Net Phone now has the Presence Viewer window that combines all the status information and communication tools with other members of the group. The Presence Viewer can provide the user with the following status of other members and initiate a call or a chat session with another user.
???Phone status ??? shows if the telephone is in an Idle, Busy, Do Not Disturb state.
???Status Message ??? shows the message status set by Net Phone such as ???In Meeting???, ???Leave a message???, ???Out to Lunch??? and other canned messages as well as free text created by the user.
???Chat Status ??? shows if the Net Phone is launched and is online to accept the chat requests.
???IP Mobility ??? Net Phone is compatible with IP Mobility feature which Strata CIX R5.0 or above provides. There user can switch between Net Phone VoIP and other IPT or SoftIPT using the same directory number. When switching from Net Phone VoIP to other phone, Net Phone will release the audio path while it continue to associate with the phone so that it can provide screen pop and other CTIS features that Net Phone can provide.
Overview
Net Phone Software Enhancement History
Version 5.1
???ACD Viewer ??? The Net Phone ACD Viewer allows users connected to Strata ACD to view the status of all ACD groups to which they belong. This additional functionality does not require MIS software to be installed.
Net Phone shows the operating status of each group. Group view can be expanded to see the number of calls and the status of each of the agents and supervisors in the group. Each group contains a ???My Status??? icon showing agent???s own status in the group (logged in, logged out, busy, in
ACD Viewer requires Enhanced Strata ACD system.
Version 5.0
(Please note: The initial production release of this version is identified with the version number 5.0.200).
???VoIP Audio ??? Added the ability to interact with VoIP audio as a licensed option. This feature includes showing an ???Audio Key??? on Net Phone when the profile indicates the use of VoIP. This feature provides ringing and support for USB devices to be used with the audio stream. Also includes Plantronics wireless headset controls, called PerSonoCall, for a seemless integration using Plantronics devices.
???Secondary Extensions ??? Secondary extension support is important for people who may use a desk phone while in the office and use the VoIP capability assigned a different DN when away from his desk. The ability to answer and monitor both extensions is an important feature:
???Handles calls for the secondary extension.
???Supports a DSS capability
???DND and FWD support for the secondary extension.
???New Actions to allow DND of Secondary and Primary to be synchronized using Personal Call Handler Rules.
???Connection Profiles ??? Net Phone added the ability to define and select a user connection profile for logging into Net Server. User profiles makes it easier for mobile users to use a desk phone at times or use their IP phone at other times by
Overview
Net Phone Software Enhancement History
selecting the correct profile. The profile defines the Extension DN(s) for Net Phone including whether only a single DN or also a Secondary DN are monitored. It selects whether the audio is coming via VoIP or via the PBX phone and each profile can define its own ???skin??? appearance.
???Docking Enhancements ??? Users of ???docked??? configurations for Net Phone now have more capabilities that include using either the LCD window or the Calls Window for call information. It also expands the ???Extra Buttons??? to provide the same capabilities as the
???Added drag and drop dialing to LCD window in the same manner as the Calls Window.
???LCD window now displays and supports Extra Info icon operation.
???
???OAISYS Tracer Integrations Improvements ??? The integration with Tracer recordings has been expanded to include getting a copy of a recording for e- mailing to someone or reading and passing the file name of the current call recording.
???Added feature to request an
???Added the ability to dynamically add new bookmarks text strings.
???Added a new token (%X (???~RECFNAME???)) to read/pass file name. Also possible to show in the Extra Info screen.
???Outlook Calendar Integration ??? The new Outlook Link (V1.3.10 or higher) supports new Calendar items to create actions to inform the user of an appointment or a reminder of an appointment. The items added include:
???Two new Personal Call Handler triggers: ???Outlook Calendar Appointment??? and ???Outlook Calendar Reminder???.
???Two new Outlook Information tokens for use in the
???SUBJECT ??? Subject field of Outlook event.
???START ??? Start Date/Time event.
???END ??? End Date/Time event.
???IMPORTANCE ??? Importance (Low, Normal, High) of event.
Overview
Net Phone Software Enhancement History
???LOCATION ??? Location of event.
???ADVANCE ??? Number of minutes of advance notice this reminder is given.
???STATUS ??? Busy status (Free, Busy, Out of Office) of event.
???Post Call Survey Support ??? Supports an ???auto transfer??? on
???Personal Call
???Added an on screen Call Handler rules enable/disable control to make it easy to selectively use some rules at different times.
???Added a
???Added the availability of using Extra Info fields when defining Personal Call Handling rules when ???Call Ringing??? or ???Call Answered??? conditions exist.
???The Run Program type has been expanded to run ???.lnk??? and other file types.
???Added Set Phone DND to On/Off or On w/DND Msg. Including ability set or reset DND for either the Primary phone (Soft Phone) or the Secondary phone.
???Added Set Status Message to set a status message on your Net Phone.
???Added Set Phone Forwarding to set PBX call forwarding.
???Changed Time token (&T) to support time+???x??? minutes so that &T+35 will be current time plus 35 minutes. Thus creating an action Set Status Message for OUT TO LUNCH TIL &T+30 will show you returning in 30 minutes from the time it is invoked.
???Added new Time token (&U) to show time in US format of time followed by AM/PM which also supports the +???x??? minutes. Thus an action ???OUT TIL &U+30 created at 14:25 will read OUT TIL 3:05PM.
???Admin Controls ??? Several additions have been made for administering Net Phones. These include new background files for centralized control of multiple Net Phone configurations, structural changes for working within Windows plus a new change for the user to control Call History contents.
???A new configuration file (NP_AppBs.ini) was added for centralized COS administration of Application keys with the ability to publish these settings for other Net Phone users.
???Added COS setting to prevent selected users from ???accidentally??? exiting Net Phone.
???Made software structural changes to better support Microsoft recommended procedures for applications running the Windows operating systems.
???Added a new set of definitions in Preferences allowing the user to easily turn on Call Logging (Call History) and determine the types of calls to include within the list.
???ACD Enhancements ??? Adds to Net Phone improved interaction with Strata ACD to allow the supervisor to make a choice at the time of logging in whether to accept calls or not.
???Give ACD Supervisors, at time of login, the option to ???take calls???.
???Provide a ???Y??? or ???N??? indicator per group for ???taking calls???
???Changes the displays of Supervisor???s Net Phone to show ???Call Monitor??? when monitoring an agent and ???In Conf??? when the call is joined, but an Agent???s Net Phone to not show any markings of the call being monitored or joined.
???Agents who use Net Phone will no longer see the ???In Conf??? display when a supervisor is monitoring the call, while the supervisor using Net Phone will continue to show this status. Thus ???Silent Monitoring??? is maintained.
???Message Waiting ??? Expanded operation of the Message Waiting feature.
???Added MsgWait Count indication on LED.
???Added
???Fixed Msg Wait feature to work with multiple
???Added option playing a sound (WAV file) when the Message Wait indication changes from none to 1.
???DSS Keys ??? Added the ability to distinguish ???busy??? status from ???ringback??? status.
???Chat Enhancements ??? Several new features have been added to Chat:
???A new menu item has been added when right clicking on the name in the Chat listing to offers to ???Call on Phone??? as well as ???Chat Call???.
???Added an option to show or not show
Overview
Net Phone Software Enhancement History
???Added dynamic key
???Added a Whiteboard capability within Chat to allow the sharing of the screen with another user within the Chat domain.
???Share screen with other user and display files on other persons PC.
???Pen colors and sizes for drawing on the screen.
???
???Debug/Troubleshooting Tools ??? A Ziplog Utility has been added to Net Phone for making debug and troubleshooting of problems much easier. Also the control for turning on the Advanced menu option to get to the Event and Calls Windows has now been enabled via the Preferences settings. The user can now go to Setup > Preferences >Advanced Tab to zip and send all pertinent files to for detailed troubleshooting.
???Improved Skins Designer ??? The Skins Designer now provides a within the screen set of controls with sliders for adjusting the color selections when designing or making new skins. These sliders provide instant feedback to the effects of the changes while designing or changing a skin.
???Application Integration Enhancements ??? The interfaces for working with 3rd party applications have been expanded in a couple of areas to provide more opportunities for customizing the interface to meet your application. The additions provided in this release include:
???Add to COM Interface ???GetInfo( )??? a ???DATAPATH??? to complement ???EXEPATH???.
???Add to COM Interface ???GetInfo( ) an ???ACTSLIST??? to support
???Two new DDE commands added to support other 3rd party applications wanting to send calendar status and reminder commands:
???CALSTATUS,<BusyStatus>,<Start>,<End>,<|Subject|>,<Importance>,<|Locatio n|>, <RemindBefore> where: <BusyStatus> =0 (Free), =2 (Busy), =3 (Out of Office) and <Importance> =0 (Low), =1 (Normal), =2 (High).
???CALREMIND,
<BusyStatus>,<Start>,<End>,<|Subject|>,<Importance>,<|Location|>, <RemindBefore> where: <BusyStatus> =0 (Free), =2 (Busy), =3 (Out of Office) and <Importance> =0 (Low), =1 (Normal), =2 (High).
Overview
Requirements
Requirements
PC Requirements
Net Phone only
The Net Phone software can be loaded on a standard
Net Phone with Soft Phone Audio
The PC requirements for running the VoIP Soft Phone software requires at least Windows 2000, XP or 2003, but not XP Home Edition to operate. Follow Microsoft???s recommendations or higher for memory needs. The VoIP is not supported on the older Microsoft Operating Systems except for Net Phone operation only without audio. Physical devices to be used for headsets or handsets require a USB port.
LAN Requirements
The Net Phone communicates with the Net Server using a Microsoft network over TCP/IP, thus this type of network must be installed and running. If your site already runs a different network protocol, such as Novell IPS, you???ll need to run a dual stack configuration.
Phone System
The Net Phone works with various telephone systems using a System OAI connection to the Net Server. The VoIP connection, when used, is made to another connection where the PBX supports the extension ports for VoIP. The phone system can be configured for either G.711 (standard) or the G.729 (compressed) formats. Speech can be played using the PC???s sound card or for better quality you can use USB handset for a USB adapter for connecting a headset
The PC running the Net Phone software should typically be configured to automatically initiate the program whenever the PC is restarted or reset. When you startup the application, the Net Phone will automatically detect what type of PBX it is connected to and change it???s user interface.
Overview
Beta Versions
Support Plan (Maintenance)
Net Phone requires a license that is controlled in the Net Server to operate normally or it will run in a demo mode for a limited time period. This license contains the start date and support date. Toshiba offers free upgrades and technical assistance for all sites that maintain their system by extending their support date. The software will continue to run after the support date expires, but upgrades to add the latest features cannot work until the license is brought back into the support plan.
When you launch Net Phone you will see the Toshiba Splash Screen. By default the splash screen will not show support plan information. If you have ShowMaintOnSplash enabled in your COS file, the splash screen will display your Support Contract information. This is recommended as a reminder to the administrator of the date your plan expires. If your maintenance expires, you should Toshiba TSD Customer Service. The splash screen will look similar to the one below:
Beta Versions
Before attempting to run Beta Versions of Net Phone, the site must be current or ???In Maintenance???. That is, the target Toshiba system must on a current maintenance contract through the expected end of the BETA cycle for Beta Net Phone software to operate.
Important! Also, each Beta version of Net Phone MUST is replaced with a released version of Net Phone at the end of the Beta cycle. If it is not replaced, Net Phone will revert to operating in ???Demo Mode??? once the date has been reached. The splash screen for BETA versions provides a reminder that includes the date of expiration.
Two different Setup files are offered for installing Net Phone. The one titled Netphone_xxx.exe provides a complete installation for any individual PC. The second is titled NP_xxx_Server.exe and offers both an ability to install on an individual PC or installing on the Net Server PC for automatic updates.
To install the software on a number of different PCs can be made easier by either installing the
The following describes using the individual Net Phone Setup file. When using the Server Setup file, one additional step is needed to choose to install using the Client Installation instead of using the Server Upgrade Installation.
Installing Net Phone
???Start by checking to see that Net Server is installed and is operating on a Server PC on the network. Version 4.3.36 minimum is required for the VoIP audio capabilities to work. Take note of the ???Network Name??? of this server PC. This ???Network Name??? would be: 1) The NET BIOS name if the target PC is on the same LAN segment; 2) Or the complete domain name if reaching across a router or over a WAN.
???Run the Netphone_xxx.exe program to install Net Phone on the target PC. This opens the Installation Wizard (shown below), which will direct you through the following steps.
Figure 2 Strata Net Phone Installation Wizard
1.The initial screen will advise you to shut down all Windows programs to ensure that all modules can be installed. Click Next.
2.Please read the License Agreement and click the I Agree button if you agree with the licensing provision and want to continue with the installation process.
3.It is highly recommended that the default destination directory be used as the installation directory. If desired, you can browse to a different location for installing the software. Click Next.
4.Select the Windows Program Group for placing the start icons. Again, leaving as default (TOSHIBA) is recommended. Click Next.
5.The Select Startup Settings screen is used to
Note This step is bypassed or has fewer options on some installations.
6.Select the options to be included with Net Phone. These options will appear on the Options Buttons along the bottom of Net Phone. A check in OAISYS Replay enables Step 7 for setting the Record Button options. Click Next.
7.If the Option Button OAISYS Replay were selected, then the Select Record Options offers the ability to Show Record Button, to manually Stop and Start the OAISYS Tracer recording, and the ability to enter Bookmarks on the active call. Click Next.
8.The installation process offers a wizard for the integration settings for a number of popular applications to be used with Net Phone. Make a selection from the list. If your application is not listed select ???None??? and contact Technical Support for an application note, if one exists, that note will provide instructions for making your application work. Click Next.
9.This step pauses to ensure you have made that all the parameters settings needed prior to prior to proceeding with the actual installation and making final settings. Click Next.
10.Finally, once all files and settings are completed, this screen will inform you of the completion. It is recommended that Net Phone be added to the Startup Group. Click Finish. Typically, you will be asked to restart your PC for all the settings to take place.
Installation
Setup User Profiles
Setup User Profiles
When Net Phone is started, the first item that will need to be defined is at least one User Profile.
To define a User Profile
1.Go to the Main Menu > File > Change Login. The Net Phone Login Profile dialog box displays.
2.Select from existing profiles and click Use to set this profile into an active state. or click Add New to create a new profile or Modify to change the selected profile.
The definitions and offerings of both the Edit Profile and Add Profile dialog provide the same set of choices as shown in the Edit Profile screen shown below:
Installation
Setup User Profiles
???Description ??? Enter a name (or modify the name) to call the profile.
???Profile Type ??? Use the pull down list and choose a type.
???Single PBX Extension ??? Defines a single PBX DN that will be monitored for calls.
???Primary and Secondary PBX Extension ??? Defines a primary and a secondary PBX DN that will be monitored for calls. This allows having a primary extension number, usually a VoIP station, plus still be able to get calls from your desktop phone.
???PBX Ext ??? Click the Modify button to open the Net Client Logon Settings dialog.
???Client Information ??? Enter the User name, Password (optional), and extension number for the primary extension.
???Server Information ??? Enter the Net Server PC???s network name or IP address.
Installation
Setup User Profiles
???Secondary PBX Ext ??? Click the Modify button to open the User Info dialog.
???User Info ??? Enter the User Name, Password (optional), and Extension Number for the secondary DN to monitor. Click Save when done.
???PBX Phone Audio ??? Use the pull down menu and choose whether the primary connection is using the PBX Phone or VoIP Audio for the speech path.
???Voice Server IP Address ??? When VoIP is selected, enter an IP address
for the voice server providing the PBX extension.
???Use Skin ??? Each profile can choose which Net Phone Skin design to use. Use the pull down list and select a skin to use whenever this profile is selected for use.
Installation
Voice over IP Audio
Voice over IP Audio
When Voice over IP is used for the Audio connection, some additional choices are necessary for determining how the audio path will be connected to the PC. When VoIP is the primary DN, an additional button appears on the main screen of Net Phone. This button defaults showing Headset and when pressed shows SPKR. Right click on this button and the Audio Setup dialog will appear. This screen defines how the audio is handled and the device type used for primary (#1) connection (Headset button position) and for the secondary (#2) connection (SPKR button position). Each of these positions has speaker and microphone volume adjustments.
???Talking (Phone) Audio ??? Choose the Sound Board/Device to be used and the Audio Device Type from the pull down menus for both #1 and #2 devices.
???Ringer Settings ??? Choose the Sound Device to be used for the ringing indications. Choose the WAV file for the ringing sound.
???Voice Server ??? This provides access to the Modify Profile screen to make changes if needed and also provides the status of the connection with the PBX.
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When installing a system involving a number of Net Phones, using
???
???
???
???Copying Configuration Files to Other PCs ??? As an alternative to creating a centralized COS or Dial Plan, it may be useful to create a configuration on one PC and copy these configuration files from this PC to others being setup. This operation saves time and may be practical for smaller installations.
Deploying Net Phone
Net Phone supports an automatic upgrade feature to ease the burden of installing new releases on dozens of workstations, and setup files are released for each new version of Net Phone:
Netphone_xxx.exe = Complete Setup file for Net Phone clients.
NP_xxx_Server.exe = Configures Net Server for automatic Net Phone updates. This setup file contains a file called NP_Upgrade.exe used for patchable updates when needed.
Where xxx is the specific PBX version of the file. All files are available on the Toshiba FYI site.
How it Works
Net Phone connects to Net Server at startup. During the login phase, Net Server checks the version of Net Phone and compares it to the upgrade information in an ???.INI??? file. If the client is current, Net Server allows the connection. If the client is out of date, Net Server compares the client version to a list of ???patchable??? versions. If the client is ???patchable,??? Net Server sends a copy of NP_Update.exe to the client. If the client is not ???patchable,??? Net Server sends a copy of Netphone_xxx.exe to the client.
The client receives the appropriate upgrade file via the Toshiba Transfer Protocol. This protocol operates on the normal Toshiba TCP port (8767). Clients connecting to Net Server through a firewall will receive upgrades normally through the standard 8767 port, i.e., if Net Phone can connect to Net Server, it is eligible to receive Automatic Upgrades.
Net Phone displays either an ???Upgrade in progress??? dialog box (Forced Upgrade), or notifies the user that an upgrade is available and offers the option to upgrade now (Optional Upgrade). If the user chooses to upgrade, Setup displays a warning if it detects other TOSHIBA applications (Chat, DSS) active on the PC and asks the user to exit those applications. If the user does not exit before continuing, Setup may attempt to restart the PC after completing the upgrade. Setup does this to ensure all TOSHIBA applications are using the current files.
Deploying Net Phone
Setting Up Net Server for Automatic Upgrades
Setting Up Net Server for Automatic Upgrades
The System Administrator must install the upgrade files on the Net Server. Launch
NP_xxx_Server.exe on the Net Server PC.
Choose your Installation Type. Select Server Upgrade Installation.
???Client Installation runs the normal Net Phone Setup to install a copy for use on the local PC.
???Server Upgrade Installation installs the appropriate files on the server PC. Click Next.
Deploying Net Phone
Setting Up Net Server for Automatic Upgrades
Select whether to Force the Update on Each User or Give User Option to Upgrade. For most LAN installations, forcing the users to upgrade is the best choice. If you support users who connect via IP devices over relatively slow WAN links, you should give your users the option to decline the upgrade. Users on slow links can choose to upgrade during periods of low activity, or after hours.
Deploying Net Phone
Advanced Information
Advanced Information
Setup creates a folder called ???NetPhone\Install??? in the Net Server folder. Setup places copies of netphone_xxx.exe, NP_Upgrade.exe, and InstallVersion.ini in the Install folder.
The InstallVersion.ini file is part of each release of NP_xxx_Server.exe. Do not modify the contents of InstallVersion.ini unless specifically directed by a CTS Technical Support Engineer. The contents of a sample file is defined in the table below:
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Each Net Phone can be configured to follow a local Dial Plan or a
Dial Plan Setup
Each area of the US uses a different set of rules for determining which calls are local or long distance calls. The opening pages of your phone book are a good source for how to dial different numbers in your area. Your PBX administrator will also need to define access codes for reaching outside lines. These pages generally define how to dial different areas and provide a listing of prefix codes for the local calling areas. Three typical examples are:
1.Phoenix, AZ ??? all calls within the "602", ???480???, and ???623??? area codes are considered to be local calls, while all calls outside those area codes are considered long distance.
2.Santa Fe, NM ??? calls to some office codes within the "505" area code are considered to be local calls, while other calls to the "505" area code are considered long distance.
3.Atlanta, GA ??? all calls to area codes "770" are considered to be local calls while some calls to the "404" and "678" area codes are also considered to be local calls.
Therefore to correctly handle the dialing of numbers you should create a dialing plan.
Dial Plan Setup
To Setup a Dial Plan on the Server
1.Go into the Net Server, under Processes, Show the Dial Plan Service
2.In the Dial Plan Service dialog box, click the Setup Dial Plan button to show the following screens:
Dial Plan Setup
Calling Within My Home Area Code
???Home Area Code ??? Set this to the Area code where the phone is located. This will be used by Net Phone to determine which dialed calls are within your home area code and when searching a contact manager (reverse
???Local Calls? ??? Select either All Calls in my Area Code or only Calls to these Office Codes.
???Local Office Codes ??? When you choose Call to these Office Codes, the pull down listing shows the exchange codes (prefix codes) that are considered to be a local call from your location. To add, delete or change any codes, click the C button to display the "Change Dial Rules" screen.
???To Add Local Prefix Codes ??? Enter the prefix code and click Add. The wild card character ???#??? can be entered at the end of a prefix code entry to represent a range of codes. For example, 75# would represent all codes 750 to 759 and 7## would represent codes 700 to 799.
???To Delete Local Prefix Codes ??? Highlight a prefix entry and click Delete button. The delete button removes the entire entry from the list, thus if the entry has a wild card, then it removes all codes represented by the wild card.
???To Delete a Specific Prefix Code ??? To delete on prefix code that is part of a range of codes entered using a wild card character, enter the prefix code to be considered not local in the Long Distance box and click Add. For example, if prefix code 755 is long distance but all other 75# codes are local, first enter 75# into the local list and the add 755 as Long Distance ??? the resultant local list will be 750, 751, 752, 753, 754, 756, 757, 758 and 759.
???Dial Area Code on Local Calls ??? Enable this feature in areas, such as Atlanta, where you must always dial the full
???Add+1 ??? Check the box if you need to dial a leading 1 before the number for calls within your Home Area Code.
???Dial Area Code Plus the Number ??? Check the box when the home area code is also to be dialed.
Dial Plan Setup
Calling Outside the Home Area Code
???Local calls? ??? Select either None or Only Calls to These Area+Office Codes.
???Local Area+Office Codes ??? This entry is only presented when you chose Only Call to These Area+Office Codes in the previous step. The pull down listing shows the codes (area code plus prefix codes) that are considered to be a local call from your location. Click the C button to add, delete, or change codes by displaying the "Change Dial Rules" screen.
???To Add Local Area+Prefix Codes ??? Enter the six digit area+prefix code and click Add. The wild card character ???#??? can be entered at the end of a prefix code entry to represent a range of codes. For example, 602### would represent all prefix codes in area code 602.
???To Delete Local Area+Prefix Codes ??? Highlight a prefix entry and click Delete button. The delete button removes the entire entry from the list, thus if the entry has a wild card, then it removes all codes represented by the wild card.
???To Delete a Specific Area+Prefix Code ??? To delete one prefix code that is part of a range of codes entered using a wild card character, enter the prefix code to be considered not local in the Long Distance box and click Add.
???For Long Distance Calls add +1 ??? Check the box when you need to have a leading one ("1") added when making long distance calls outside your home area code.
???Click Save when done.
Test a Phone Number
Test a Phone Number ??? Dialing plans can become complex. Use these boxes to enter different telephone numbers and check to see the number that will be dialed. The dialed number should be identical to what you need to dial when using your phone to manually dial.
The creation of a
???Step 1: Create User Groups (Net Server)??? on page 30
???Step 2: Assign Users to Net Phone Application (Net Server)??? on page 32
???Step 3: Assigning Users to User Groups (Net Server)??? on page 36
???Step 4: Create Configuration Files using Admin Net Phone??? on page 39
???Step 5: Publishing the Configuration Files??? on page 41
The following steps show an example creating two user groups, users and administrators, and assigning a class of service to each. Multiple groups can be assigned, each with its own configuration created by the Administrator common to that group.
Dial Plan Setup
Step 1: Create User Groups (Net Server)
1.Open Net Server Administrator by selecting Setup/Administration from within Net Server.
2.Log in with username admin and password admin.
3.Select the User Groups tab.
4.Click the Add New Record button (see circled button on following diagram).
5.Type in a name to represent the Net Phone Administrator (NetPhoneAdmin in this example) and click Okay.
6.Click the Add New Record button again, and this time, type in a name to represent the Net Phone Users??? group (NetPhoneUsers in this example).
7.Click Okay.
8.Repeat the above steps to create any other Net Phone user groups as needed. The Net Server User Groups should now look like this:
Dial Plan Setup
Step 2: Assign Users to Net Phone Application (Net Server)
By assigning User Groups to the Net Phone application allows you to assign a common ???Class of Service??? and ???Configurations??? for all users in a group. Individuals that are not part of a group can also be assigned as a Net Phone application user.
1.Select the Applications tab. Highlight the Net Phone entry.
???Named User Groups ??? You can create named groups (like ???NetPhoneAdmin???, ???NetPhoneUsers???, etc.) for assignment of a common ???Class of Service??? and ???Configurations??? for everyone in the group.
???Individuals ??? Setup individuals as an Application User ONLY to exclude them from the <Default> group.
???<Default> group ??? Setup this group as a
Dial Plan Setup
2.Add User Groups to Net Phone ??? Click Add New Record (see circled button above). The following window pops up:
???Select the newly created NetPhoneAdmin Group from the Client/(Group):
???Select World for both Read Level and Modify Level from their respective drop- down boxes.
???Place a checkmark in the Server Admin Privilege checkbox. The window should now look like this:
Dial Plan Setup
???Click Done.
3.Repeat by highlighting the NetPhone entry and click the Add New Record button again.
???Select the NetPhoneUsers Group created previously from the Client/(Group)
???Select Denied for both the Read Level and Modify Level from their respective
???Uncheck the Server Admin Privilege checkbox.
???Place a checkmark in the Use
Dial Plan Setup
??? Click Done.
4.Repeat the preceding steps to add any remaining Net Phone user groups.
Dial Plan Setup
Step 3: Assigning Users to User Groups (Net Server)
1. Select the Users tab. The following screen appears:
Dial Plan Setup
To Assign Users as Net Phone Administrators
1.Scroll down the list of User Names.
2.
3.Create a new user if not found.
4.Place a checkmark in both the Admin and Users groups as is shown in the following screen:
5.Click Done.
6.Repeat for other Net Phone users to be assigned as Administrators.
Dial Plan Setup
Assign Users as Net Phone Users
1.Scroll down the list of User Names
2.
3.Place a checkmark in the User group only as is shown in the following screen:
4.Click Done.
5.Repeat for other Net Phone users to be assigned as Users.
Dial Plan Setup
Step 4: Create Configuration Files using Admin Net Phone
Restart the Administrator???s Net Phone, if Net Phone is running, shut it down and restart. Set up the buttons, Call Handler rules, skins, etc. as you would like the users??? Net Phones to be configured. Use the Net Phone User???s Guide as needed for how to configure Net Phone. Additional advanced configuration information can be found later in this document.
To Change the COS Configuration
1.Once the configuration is done, click the Main Menu icon on Net Phone (top left) and select File > Publish. The following window appears:
2.Select the Server Group: NetPhoneUsers (the group created earlier for users).
3.
Dial Plan Setup
4.
5.Change each value from ???=Y??? to ???=N??? that should be set and controlled from the Server. Any items left using the ???=Y??? setting will allow the user to change and keep those settings on that local PC. The file from the server will not be downloaded. (See ???Editing the AG_COS.INI File (COS)??? on page 50)
6.Click File > Save to save the changes. Close the ???AG_COS.INI??? file.
Dial Plan Setup
Step 5: Publishing the Configuration Files
When a Net Phone is assigned with ???Admin??? privileges (either the Server Admin Privilege or the Group Admin Privilege #1), then a Publish item will be provided on the File menu.
When the Publish menu is selected a screen similar to the screen shown right. If you only have the Group Admin Privilege (and not the Server Admin Privilege) then the Group name field will show your group name and you will not be
allowed to change it. However if you have the Server Admin Privilege you can publish to any group by entering the group name. By blanking out the group name you will be publishing to the <Default> group area.
???Select NetPhoneUsers from the Server Group
???To publish files to the selected Server Group, click the Publish to Server button.
Note Always publish the Class of Service Settings file (AG_COS.INI) after editing it to the
Verification of Settings
Verification of Settings
The Net Phone at each desk must be restarted for the configuration changes to take effect. If you have included the button files in this configuration, verify that the user does not have the ability to change the buttons??? features. If you have included Call Handler rules in the configuration, verify that the user???s Call Handler has the appropriate rules set up. If anything else was included in the configuration, check those settings as well.
Managing files on the Server
Sometimes it may be useful to view and manage the configuration files on the Server. When the radial button on the top of the Manage Server Configuration Files screen is changed to Server Files, a list of the files posted on the server for that group is displayed. Any file can be retrieved from the server by highlighting that file, then right clicking and choose to Copy File from Server. A warning dialog box will appear asking if you want to replace the corresponding file on your PC. If you answer yes, then you can now edit or test that configuration. After making changes, use Publish to move the updated file back to the Server.
Note Always use extreme caution when editing files to only make changes that are appropriate. Any changes in the configuration files will take affect on each Net Phone in the group the next time the Net Phone is either ???Reset??? or restarted.
Duplicating Configuration Files to Other PCs
Duplicating Configuration Files to Other PCs
Another method for rolling out Net Phones on multiple PCs is to define the configuration on one Net Phone and copy the appropriate configuration files onto other PCs. This method allows users to control their own configurations, while they start from a common configuration. This may be preferable for some installations, especially sites having only a few Net Phones.
All files controlling the configuration can be found in your user???s Local Settings, typically ???Documents and Settings\<user name>\Application Data\CTS\Netphone???.
Dial Plan Configuration File
The Dial Plan is a key file that can take time to create and test to ensure it works. If not using a
Net Phone Configuration Files
The following .INI files control the major configuration parameters for Net Phone. Use caution when copying these files since using Net Phone continuously stores information in these files. It is recommended to copy these files when initially deploying Net Phone, but since personal preferences are also stored in these files, overwriting these files after users have started using their Net Phone could erase these settings.
Duplicating Configuration Files to Other PCs
Button Configurations
The buttons can be defined on one PC and copied to other PCs to create an identical set of functions. The following files define the configurations of the buttons on the phone.
Directory Files
The directory files are frequently compiled automatically, but sometimes they may be manually created or manually edited and the same copy needed on multiple Net Phones.
Duplicating Configuration Files to Other PCs
User Defined Actions
Net Phone uses the compiled list of User Defined Actions. Actions can be created, tested and exported to create *.AC files. Renaming these files accordingly (exported files have a numeric value for a name) and changing the suffix when needed can provide the best way to copy selected actions to other PCs.
Duplicating Configuration Files to Other PCs
Personal Call Handling Rules
Net Phone uses the compiled list of Personal Call Handling Rules. PCH Rules can be created, tested and exported to create *.RU files. Renaming these files accordingly (exported files have a numeric value for a name) and changing the suffix when needed can provide the best way to copy selected rules to other PCs.
Advanced Configuration
Advanced Configuration
Some items of the configuration can be changed but are not always present in the Administration interface available to the user. This includes an ability to create a Post Call Survey type of operation, using Extra Call Info items as part of the conditions for creating Personal Call Handling rules and some hidden parameters that should not be readily changed except as part of the initial setup.
Post Call Survey
For Net Phone to conduct a post call survey, a call variable labeled either PC_DEST or ~PC_DEST, needs to be created that contains an extension number where the call will be transferred when and only if the Net Phone hang up button is pressed.
Automatically the call will be transferred to the destination defined. This Extra Info field can be created and a value entered using Call Router, Voice Assistant and any Net Phone.
Example
A user would like to have selected calls automatically move to another location when the call is finished. This could be for a Post Call Survey or it could be for an assistant to collect more detailed information. In this example, the agent uses an assistant to collect more details from the call and wants to send the call to extension 1027.
???Create a
???Create a Programmable Button by
???The user now can handle a call and if post call followup is needed, press the FollowUp button and when he ends the call by pressing F12 or clicking key, the call will automatically transfer to extension 1027, his assistant.
Using Extra Information in Personal Call Handler Rules
Using Extra Information in Personal Call
Handler Rules
The Personal Call Handler supports the use of Extra Information when the triggering event is either Call Ringing or Call Answered. The only choice offered in the pull down list is CallerID Name. Additional fields can be inserted by typing the name in the entry box. The syntax for the parameter must match the field exactly with that used within TOSHIBA. Following is a list of field names that can be entered into the Personal Call Handler Extra Info field.
~ When a tilde is the lead character in an Extra Info field name, that field cannot be edited and will not display in the Extra Info screen.
Using Extra Information in Personal Call Handler Rules
Example
The Net Phone user may want a special alerting tone whenever a call rings when the caller has selected or indicated to the system the call should be directed to specific agent. In this case, we want to play the Whistle WAV file for this alert function. Thus, we would create a new Personal Call Handling Rule:
???Triggering Event: Call Ringing
???Call Type: Any
???Phone State: Any
???CallerID Number: none Required
???Extra Info: PREFAGENT, Is Present
???Account Code: none Required
???Action (Immediately): Blow Whistle (Action defined to Play WAV file previously created)
???Action (After ???x??? seconds): none
Editing .INI Files
Editing .INI Files
Editing the .INI files can change a number of advanced configuration settings. These files contain configuration information, some of which is dynamically written by the application, some are set using the Admin tools on the Main Menu, and others are in the background and require manual editing to cause a different behavior. It is recommended that only those lines shown in the following sections be changed without consultation of TOSHIBA Technical Support.
Editing the INI files can change some advanced configuration settings.
???First, you MUST exit the Net Phone program before making the changes. Changes made while Net Phone is running will revert back to their original settings upon exiting Net Phone.
???Use Notepad or other text editor to make the appropriate changes based upon the following descriptions.
???Upon restarting Net Phone, the new settings will take effect.
Editing the AG_COS.INI File (COS)
The most important file on
Note This file MUST be setup for each group for
For each setting =N in this file, the user is not allowed to change that part of the configuration on his/her phone. Also the appropriate configuration file must exist on the server and will be used by the Net Phone.
* Settings, once made, can be locked into place by changing this setting to ???N???.
It is highly recommended that all configuration changes be made on the Administrator???s Net Phone and then published to the server. Most of the configuration items can be set up following the Net Phone Settings section of the ???Net Phone User???s Guide???.
Editing .INI Files
Editing the Agnt_Ph.INI File (Net Phone Main)
This configuration file contains many topics, some are controlled using the Preferences Menu settings, some are dynamic and written by Net Phone during its use and others are static and can only be changed by manually editing this file. This section describes those items that need to be manually edited. DO NOT change other items unless instructed by TOSHIBA Technical Support.
Setting the Format of Phone Numbers
Applications some times need a specific format for recognizing phone numbers. Changing the ???HypenFormat1??? (%H) and ???HyphenFormat2??? (%J) parameters will define how the dialed number or CallerID/ANI number will be treated when each of these Call Variables. The phone number received (%P) using ANI or Caller ID is typically 10 digits without any formatting.
[General]
Speed Dial Name
When you dial using a Speed Dial key the label of the key will automatically are attached as the 'name' on that call. To disable this feature set this flag to =N for No.
[General] SD_UseName=Y
Calls to Act Upon
When you use a Programmable Key with a
[General]
CallsToAct=THR
Editing .INI Files
Message Lamp
On some installations the Red Message lamp (next to the MSG key), may not be desirable as message information is also displayed on the LCD Display. To disable the message lamp, set this flag to =N for No.
[General]
MsgLamp2=Y
Call Logging
Call logging is the process of capturing and writing out call information to a ???logging file??? at the completion of each call. TOSHIBA Net Phone supports logging as a standard feature, writing out the information to a text file so it can be viewed or imported into other programs or databases. Net Phone???s Preferences Setup dialogs provide the user ability to enable/disable call logging and choose the types of calls to be reported. The administrator including the format of the data, its header line, the file name, and whether calls to the primary DN or all DNs on the phone are to be included can change other items.
1.These items are now controlled using Setting Preferences (General Tab) and should not be changed by editing this .INI file.
Editing .INI Files
Exporting Call Information
The Exporting Call Information is an action, which can be triggered from a Personal Call Handler rule or by the user pressing a programmable key set with this action. The action first pops up an "Export Information" screen that allows the user to add/review the information to be saved. If any required fields are empty, the user must enter them before being allowed to export. Then when the user presses the Save button, the action formats and exports the information to a text file at the desired location.
The only parameter needed when defining the action is the Path & Filename to which the export should occur. Typically, the target destination will be over a LAN to a
Export Information requires
The export action can be configured and customized by changing fields in the [Export] section of the Agnt_Ph.INI file. Following is an example configuration.
Editing .INI Files
Editing the NP_Rec.INI File (Recording)
Editing the NP_Rec.INI File (Recording)
When using OAISYS Tracer or Auto Call Record, a button can appear on Net Phone to show the recording status, offer the ability to start or stop the recording, and to enter a bookmark into the recording record. These are controlled in the NP_Rec.INI file and can be selected during installation if the OAISYS Replay Option were chosen during installation or can be changed later by manual editing. The file contains a list of default bookmarks and each can be changed to meet your needs or additional ones added by adding a line and incrementing the numerical value.
To Show Recording Status
To have a button appear on the main Net Phone screen to show the status of Tracer call recording set Recd_ViewStatus to ???Y???.
[Recording] Recd_ViewStatus=N
To Stop/Start Recording
To make the Record button active to allow the ability to either or both start and stop the recording set the following to ???Y???. Setting these to ???Y??? also makes this feature available in System/PBX Commands for creating User Defined Actions.
[Recording] Recd_Start=N Recd_Stop=N
Editing the NP_Rec.INI File (Recording)
To Enable Inserting Bookmarks
Net Phone can be used to manually insert bookmarks into the OAISYS Tracer recordings while the call is recording. Change Set_Bookmark to =Y. This setting also makes this feature available in System/PBX Commands for creating User Defined Actions. The lines marked Bookmark1= to Bookmark???x???= provides a naming list for a selection of bookmarks to be inserted. The number of choices can be reduced or increased. Delete lines not needed or add new default bookmarks by incrementing the numerical value accordingly. Replace the text following the ???=??? character as needed to meet your needs. These bookmarks can be are presented to the user when the user
[Recording] Set_BookMark=N Bookmark1=Important Point Bookmark2=Listen Here Bookmark3=Phone Number Bookmark4=Abusive Language
Bookmark5=Customer Service Issue Bookmark6=Customer Order Bookmark7=Confirmation
Some applications may want to create unique buttons for frequently used bookmarks. This can be done by creating a User Defined Action, selecting System/PBX Command, then choosing RECORDBKMARK=???Bookmark Text???. This button will work independently of the bookmarks defined above, thus the user does not need to have the Record Button on Net Phone, but will require the setting Set_Bookmark=Y. If for example, abusive language is a problem, a button can be created using the Record Bookmark action and replacing ???Bookmark Text??? with ???Abusive Language???. When the user presses this button this bookmark is inserted into the recording record.
Editing the ONP_ACD.INI File (ACD)
Editing the ONP_ACD.INI File (ACD)
This file controls the ACD features allowing or disallowing the use of ACD keys on the Net Phone. These controls define a set of functions for use with ACD including the ability for the ACD Supervisor to login and take calls or not take calls. The default setting of this configuration file is highly dependant upon the PBX that this Net Phone is connected.
Editing Chat_COS.INI File (Chat)
Editing Chat_COS.INI File (Chat)
The
The Open Architecture provides for integrating applications within Net Phone, such as the Personal Power Dialer or Chat as well as provides enabling links for other programs running on the PC.
The Net Phone is specifically designed to cooperatively work with many different Windows applications. This allows you to do many different things including:
???dialing from other applications.
???automatically screen pop a contact database when a call rings in.
???automatically open call journals to take notes on a call.
???beep your pager when an important call is ringing.
???Log call activity for a permanent record.
Following are a list of the major interfaces provided in Net Phone to integrate with other programs:
???TAPI Dialing Interface ??? This allows TAPI enabled applications, for example Goldmine 4.0, to dial calls using Net Phone.
???DDE Command Interface ???
???Command File Interface ??? For applications that don't have TAPI or DDE capabilities, this interface provides another alternative to dial and answer calls.
???OLE/COM Interface ??? Net Phone is an OLE server and as such supports a number of Methods that other applications can use to perform actions like to dial and answer calls.
???Outlook Phone Link ??? Microsoft Outlook is a powerful contact management program with which Net Phone works very closely. This requires the installation of the Outlook Link application.
Open Architecture Interfaces
Registry Entries
Note Toshiba reserves the right to make changes (including changes, additions, and deletions) to these open architecture interfaces without notification. The information in this section cannot be guaranteed to be 100% accurate and some commands may not work with all PBXs.
Registry Entries
To help other applications know if and where TOSHIBA Net Phone is installed on a PC, the following registry entries are provided:
HKLM\SOFTWARE\Computer Telephony Solutions\NetPhone\install_path (C:\Program Files\Toshiba\NetPhone)
HKLM\SOFTWARE\Computer Telephony Solutions\NetPhone\exe_path (C:\Program Files\Toshiba\NetPhone\netphone.exe)
Companion Applications Suite
The Net Phone has a powerful ???open architecture??? capability that allows companion applications to be installed to extend the features and functions of Net Phone. These companion applications inherit the
Many companion applications have already been developed including: ???Call History???, ???Extension Directory???, ???Personal Directory???, ???Extra Buttons??? and an ???Integrated Web Window???. Plus more companion applications will be provided in the future.
When a companion application is installed, one or more additional Options Buttons will appear at the bottom of the main Net Phone screen. These buttons provide the access to the companion application for the user. The companion applications rollout from and dock to the bottom of the main Net Phone screens.
Configuration
The appearance and configuration of these buttons is setup and controlled by registry entries. Please contact Technical Support for details before adding an application not specified in the Installation File.
Open Architecture Interfaces
Open Architecture Links
Open Architecture Links
DDE Command Interface
The TOSHIBA Net Phone provides a DDE interface so that other programs can be setup to send commands to dial, answer, and
This DDE interface requires the following:
Call Control Commands
Open Architecture Interfaces
Open Architecture Links
Open Architecture Interfaces
Open Architecture Links
Phone Control Commands
Open Architecture Interfaces
Open Architecture Links
Other Commands
Open Architecture Interfaces
Command File Interface
Command File Interface
Net Phone also supports all of the above commands through a 'command file' interface so that programs that don't have DDE capabilities can send commands if they can simply create and write to a TXT file. The Net Phone monitors its "\REQ" subdirectory for command request files to appear with the filename <fname>.REQ or an <fname>.RER. It will then open the file and read one line for a command (in the format above), attempt to execute the command, and then delete the command file.
For example, if you create a file called "MY_CMD.REQ" (in the "\REQ" subdirectory) that contains one line containing the text string: DIAL,
OLE / COM Interface
The TOSHIBA Net Phone also supports many of the above commands plus some additional commands through an "OLE interface" so programs that support OLE can call methods directly.
In VBA script, the script code would look similar to the following example to "Answer" a call.
Dim ApNet As Object
Dim Suc As Integer
Set ApNet = New AgntPlus.cPhone Suc% = ApNet.Answer( )
Open Architecture Interfaces
OLE / COM Interface
Open Architecture Interfaces
OLE / COM Interface
Phone Control Commands
Open Architecture Interfaces
OLE / COM Interface
ACD Agent Commands
Open Architecture Interfaces
OLE / COM Interface
Installation Problems
Trouble Shooting
TAPI Service Provider Problems
TAPI Service Provider Problems
Trouble Shooting
Configuration Problems
Configuration Problems
Trouble Shooting
Third Party Out Dialing/Screen Pop Problems
Third Party Out Dialing/Screen Pop
Problems
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