Documentation

HTTPS Time Server Configuration

Prerequisites

All prerequisites must be passed before the configuration can commence.

1. PowerShell version must be 3 or newer.

To determine PowerShell version, run the following command in PowerShell (as Administrator) prompt:

$PSVersionTable.PSVersion.Major

The output should be 3 or higher.

2. A valid certificate, with private key, must be installed on Personal Certificate Store for Local Computer account.

To see list of installed certificates run in PowerShell, as Administrator:

Get-ChildItem Cert:\LocalMachine\My

The certificate intended to be used with the MobileWeb connector must be shown in the output from the command.

To verify that you also have the private key for the certificate, an export with certutil -exportPFX should output message “Encryption test passed”.

Run the following in PowerShell (as Administrator):

certutil -exportPFX <thumbprint> foo.bar

Use the relevant thumbprint from the Get-ChildItem command before.

There should now come a prompt to provide password. Press ctrl+c to abort.

In the output for the certutil command it should say “Encryption test passed”, before the password prompt. If that’s the case, then the certificate is installed correctly, with private key.

If, in the output of the certutil command it says, “Cannot find the certificate and private key for decryption.”, then you don’t have the private key and cannot proceed with configuring MobileWeb connector for secure communication (https) until this is fixed.

Gather Information

1. Get Time Server port number

(This step can be skipped if you already got the Time Server port number in the prerequisite check section.)

Start PowerShell prompt as Administrator in Time Server installation folder under Totalview installation. It is often C:\Program Files (x86)\formula.fo\Totalview3\TimeServer.

Run the following command:

Get-Content TimeServer.exe.config | Select-String “add baseAddress” | Select-Object -First 2

This should output the TimeServer endpoints and the port numbers that it is running on. You should note the endpoint for the http address, in this case 8000.

TimeServerPowerShellGetBaseAddress

2. Assign Time Server port number to PowerShell variable

Store the port number from previous command in a PowerShell variable by running the following command (RUN AS ADMINISTRATOR):

$timeserverport = <port number>

Replace <port number> with the port number outputted in PowerShell command in previous section.

Example:

$timeserverport = 8000

Verify that the port number was saved by running the following command:

echo $timeserverport

It should output the port number to the console.

TimeServer PowerShell Port Number

Use this same PowerShell session for the remainder of this guide.

3. Get certificate thumbprint

Take the thumbprint of the certificate that passed in step 3 of the prerequisite check. Assign it to a PowerShell variable the same way as you did with the timeserverport variable:

$thumbprint = ‘<thumbprint>’

Example:

$thumbprint = ‘6042aef35be8da8a454d0288cf57f6e8’

Verify that the thumbprint was saved by running the following command:

echo $thumbprint

It should echo the thumbprint value in the console.

TimeServer PowerShell Certificate Thumbprint

Use this same PowerShell session for the remainder of this guide.

Making the switch to HTTPS

TimeServer Configuration

Stop the TimeServer service. Open services.msc find the service, usually Totalview_TimeServer and stop it.

In the TotalviewInstallFolder/TimeServer, open TimeServer.exe.config in a text editor and follow the instructions described there.

In the TotalviewInstallFolder/TimeClient folder, open TimeClient.exe.config in a text editor and follow the instructions described there.
NB! Change the tv_version at the top of the files, to some other value, so it will trigger an auto update for clients.

Windows OS Configuration

Run the following commands to assign the certificate to the port where the TimeServer is running:

netsh http add sslcert ipport=”0.0.0.0:$timeserverport” certhash=”$thumbprint” appid=”{bfc1c581-4403-4fcf-b527-5312d1511822}”

TimeServer PowerShell Certificate Bound

If you get error “Cannot create a file when that file already exists.”, then you need to remove existing sslcert configuration for same port. Running the following command, and rerunning previous netsh http add sslcert, should fix the issue:

netsh http del sslcert ipport=”0.0.0.0:$timeserverport”

Now start the TimeServer service again.

Verification

Open your Time Client and login.

In the bottom left corner it should say [SECURE]

TimeClient Secure Connection

HTTPS configuration is now complete. Congratulations!

Twilio SMS

The Twilio connector enables Totalview to send SMS messages. Go to Twilio.com to create a SMS account.

The required Twilio settings can be found on the Twilio dashboard.

Account SID
Twilio account id
Token
Twilio authorization token
Default Sender
Sender is the information shown as “From” on sms messages. You can use any custom string like your own business name.
Support for sending messages from an alphanumeric sender depends on your destination (‘To’) phone number and is not available everywhere.
International Prefix Default prefix to add to receiver  number where international code is missing. Twilio requires that receiver numbers are fully qualified, i.e. +<int-code>number.

IPOffice parameters

TotalviewIPOffice connectors connect to Avaya IPOffice systems and monitors devices as well as sending device, group and call control commands to the system.
The TotalviewIPOffice connector connects to IPOffice using “IPOffice CTI Web Services” that communicates with One-x Portal and “IPOffice Management API” that communicates with the Avaya IPOffice management server.
The TotalviewIPOffice connector receives events from One-X Portal using web sockets.

For the TotalviewIPOffice to be able to communicate with IPOffice, a service user (application user) with One-X CTI API rights and Management API read/write rights must be created on the IPOffice system.
Server address
DNS or IP of the One-X Portal service.
OneX Port
The One-X Portal service port to use. Default is 9443.
Management Port
The IPOffice management service port to use. Default is 7070
IPOffice service user
Username of the service use with the One-X CTI API and Management API user rights assigned.
Password
The IPOffice service user password
Application version
Current IPOffice application version.
International prefix
Usually 00. For example 0045xxxx Denmark and 00298xxxx Faroe Islands.
International code
Country code. For example 45 for Denmark and 298 for Faroe Islands
Local start/end
Fill in the first and last local number in the connected IPOffice system. All numbers that are not in the interval are treated as external numbers
Incoming Trunk Code
Depending on the PBX setup, external incoming A-numbers may or may not have a preceding digit (usually 0). If this is the case, this digit should be defined here so that the incoming numbers can be interpreted correctly
Outgoing Trunk Code The trunk code required for external calls.

Behavior configuration

Group filter Add a filter to only see groups of interest. If empty then no filtering is added.
It’s possible to add an interval of group id’s or individual id’s, e.g. 4000,4010-4020

 

 

Totalview Reports

3CX parameters

3CX connectors connect to 3CX system and monitors devices as well as sending call control commands to the 3CX system.

The Totalview3CX connector connects to 3CX using the 3CX API.
The 3CX system requires that access from the 3CX API is established from the same machine as where 3CX is running. This means that the Totalview3CX connector also must be installed on the same machines as where 3CX is running.

N.B. It’s not required that the Totalview3CX connector runs on the same machine as the Totalview3Server service.

The 3CX Phone System API has changed between 3CX version 15 and 16.
Please select what 3CX version to connect to.
When connecting to 3CX version 16 only the Totalview33CX.exe and the config.xml files should be in the 3CX connector folder
Phone System bin path
Only for 3CX version 16.
The path to the 3CX Phone system folder.
Default is “C:\Program Files\3CX Phone System\Bin”
Config port
Only for 3CX version 15.
Port of the 3CX config server. Default is 5485.
When running multiple hosted 3CX instances the config port differs between the instances.
PBX port
Only for 3CX version 15.
Port of the 3CX PBX server. Default is 5482. When running multiple hosted 3CX instances the PBX port differs between the instances.
Server User/Password
Only for 3CX version 15.
Username and password to use when connecting the 3CX API to the 3CX system. The information can be found in the 3CXPhoneSystem.ini file.
PBX User/Password
Only for 3CX version 15.
Username and password to use when connecting the 3CX API to the 3CX system. The information can be found in the 3CXPhoneSystem.ini file.
International prefix
Usually 00. For example 0045xxxx Denmark and 00298xxxx Faroe Islands.
International code
Country code. For example 45 for Denmark and 298 for Faroe Islands
Local start/end
Fill in the first and last local number in the connected 3CX system. All numbers that are not in the interval are treated as external numbers

Call back calls

Call back calls are shown in the switchboard as normal external incoming calls but are decorated with an call back icon .
The external number is shown as caller and the queue as the called number.

Outbound Caller ID settings

The extensions Outbound Caller ID can be changed using the clients phone settings, and by changing state and activating appointments.
Valid Outbound Caller IDs are the users own work or mobile number, numbers defined in templates and forwarding rules, and optionally an empty string.

Allow blank Caller ID
Determines if the Outbound Caller ID can be set to an empty string.

Call group behavior

Call group filter Add a filter to only see call groups of interest. If empty then no filtering is added.
It’s possible to add an interval of call group id’s or individual id’s, e.g. 4000,4010-4020

State synchronizing settings

Using 3CX state synchronization changes in 3CX user profiles are synchronized with Totalview, and changes in Totalview state is synchronized with 3CX. This enables the Totalview user to see the actual 3CX state, and the 3CX user to see the actual Totalview state.

Synchronizing states between 3CX and Totalview requires basic user license.
3CX Profile mappings
Define what Totalview template should be used when 3CX Profile is changed.

When synchronizing 3CX states with Totalview, any forwarding rules defined in the mapped template is ignored.

N.B. At 3CX connector start-up, only users with current state not originating from an appointment are synchronized.

Totalview State mappings
Define what 3CX Profile should be used when Totalview state changes.

When synchronizing Totalview states with 3CX, any forwarding rules defined in the Totalview template are synchronized with the 3CX state OOF2 (All,External, Internal) and Available (None).

Yealink phone call control

Starting from 3CX v 16 the 3CX API offers hands free AnswerCall and MakeCall as well as attended transfer.
The Yealink action URI is therefor no longer required unless Hold/Resume on the Yealink phone is required.

Totalview is able to extend the call control offered by 3CX, by using the Action URI functionality offered by Yealink phones.

The following call control methods are available using Action URI and Yealink:

  • Hands free AnswerCall and MakeCall
  • ConsultationCall with Trasnfer or Reconnect
  • Hold/Resume on the Yealink phone.

To be able to user Action URI’s the security settings on the Yealink phones require that remote control access is allowed.

Add the callers IP address to list of trusted IP’s.
See “Yealink_SIP-T4X_IP_Phone_Family_Administrator_Guide_V72_2” for more information.
When the first call is sent to the phone, the user must accept the use of remote control.

Device ID
The Yealink phones device ID as known in Totalview
Address
IP address of the Yealink phone. Action URI requests are sent to this address.
Username/Password
Credentials to use when accessing the Yealink phone.
Yealink format
Select to use new Yealink action URI format introduced in firmware upgrade in fall 2016. Default is false.
Use 3CX Parking Select to use 3CX Parking instead of Yealink action URI Hold methods.

DTMF using the 3CXPhone client

Totalview does not support DTMF for 3CX as default because the 3CX API does not support sending DTMF tones.

There is a solution for this when using 3CXPhone clients. Instead of using the 3CX API, the Totalview client sends the DTMF request to the 3CXPhone client using the built in command tool CallTriggerCmd.exe.

The following requirements must be met to use DTMF on 3CXPhone client:

  • the 3CXPhone client and the Totalview client must run on the same machine
  • the 3CXPhone client must be installed in the default directory (%ProgramData%\3CXPhone for Windows\PhoneApp)

Call control features in 3CX version 16

The 3CX API has changed and now offers hands free MakeCall, AnswerCall and ConsultTransfer.

The MakeCall functionality has been changed to use the registrar record when initiating a call.
Depending on the device capabilities the call will be initiated using uaCSTA, 3CXDirectCallControl (for 3CX clients) or using the 3CX MakeCall service.

Consult Transfer has been added to seamlessly handing over consultation calls to the destination by joining the held call and the consulting call.

Recommended 3CX setup

3CXPhone setting

Prevent stealing of focus. When using the 3CXPhone and the Totalview client, the 3CXPhone should be set to not steel focus. Otherwise the focus will switch from the Totalview client to the 3CXPhone when incoming calls arrive at the phone.

To prevent the 3CXPhone to steel focus, set “Prevent answering pop-up from stealing focus on ringing” in 3CXPhone.Preferences and minimize the 3CXPhone to the icon tray.

Totalview is using the forwarding rules All, Internal, External and None. 3CX uses other forwarding rules and the rules do not comply directly with the Totalview rules.

A mapping is created between Totalview forwarding and 3CX forwarding using the following rules:

* Totalview rule All, Internal and External is mapped to the 3CX rule Out of Office 2.

When setting forwarding using Totalview, the extension forwarding in 3CX is set to Out of Office 2.

If Totalview forwarding is All or Internal, the “Forward internal calls” of Out of Office 2 is set to forward the calls to the selected ForwardTo number, otherwise the calls are forward to the voice machine.

If Totalview forwarding is All or External, the “Forward external calls” of Out of Office 2 is set to forward the calls to the selected ForwardTo number, otherwise the calls are forwarded to the voice machine.

* Totalview rule None is mapped to the 3CX rule Available. No changes are made to the settings of Available.

The 3CX connector monitor the extension forwarding, and updates the forwarding shown in Totalview based on the current forwarding of the devices.

Connections at 3CX Queued at listed in the queue member queue in Totalview.

I.e. if device 100 is member of queue 800, then calls queued at 800 will be listed in the Active Queue of device 100 in the Totalview client.

It is not possible do perform any call control on the queued calls.

Optional 3CX settings

Show Queue number as referrer
When the call is presented in the Totalview client, the referrer (number called) is the extension being called. If the call is presented through a queue then either the called extension or the queue number can be shown as referrer.
If pre-pending the 3CX queue name with a +, e.g. “+ Sales”, then the queue number will be shown as referrer.

Special 3CX behavior

Transfer back on Busy
When using the 3CX functionality “Transfer back on Busy”, then calls transferred to a busy device will re-call at the transferrer if not answered before a defined timeout.

When using “Transfer back on Busy”, Totalview has no control of the transferred end of the call, and can not retrieve or otherwise monitor the transferred end of the call.

The following applies:
1) If a call is Transferred to a busy device, the call is placed in HandledQueue as normal.
If user tries to retrieve the call from HandledQueue, the retrieval will fail and the call is removed from HandledQueue.

2) If a call is Transferred to a busy device, and the call re-calls, then the call is removed from HandledQueue when answered.

3) If the call is Transferred to a busy device and the caller hangs up, the call stays in HandledQueue until the user tries to retrieve the call or until a transfer/re-call/answer scenario occurs.

Monitoring external numbers

External numbers can be monitored when calls are travelling through the 3CX system. The external numbers must be registered as fully qualified in Users for the monitoring to function properly.

Examples for fully qualified numbers are:

Country Number
Denmark +4512345678
Norway +4712345678
Sweden +4612345678
Finland +35812345678
Faroe Islands +298123456

 

Normally used settings:

Country International prefix Inernational code Area trunk code
Denmark 00 45
Norway 00 47
Sweden 00 46 0
Finland 00 358 0
Faroe Islands 00 298

BroadWorks Hey parameters

BroadWorks connectors connect to Broadsoft BroadWorks systems and monitors devices as well as sending call control commands to the system.

The Totalview3BroadWorks connector connects to BroadWorks using CTI commands that are sent using http REST requests.
At the same time BroadWorks reports events to the Totalview3BroadWorks connector using http request sent to a dedicated address and port.
For the systems to be able to communicate eventual firewalls must be configured to allow and, if necessary, route messages between the Totalview server and BroadWorks server.
Server address
URI of the BroadWorks server in the format http://address. Totalview uses this address then sending CTI commands to the BroadWorks server.
Local address
Address in the format http://address:port where BroadWorks will send events as result of a subscription method. The Totalview3BroadWorks connector will listen and act upon these events. If necessary the events must be routed to the machine where the connector is located.
Listener port
Port on the local machine where the Totalview3BroadWorks connector will listen for http event messages send from BroadWorks.
User/Password
Username and password to use when connecting to BroadWorks. The User must be a user with group admin privileges.
Enterprise ID/Group ID
When subscribing for events the Totalview3BroadWorks connector will subscribe for all devices belonging to a specific group. The group is identified by the Enterprise ID and Group ID. If monitoring more than one group in the enterprise, the groups are separated by semicolon.
Version
Current version running on the BroadWorks system. Currently tested versions are version 17.sp4 and version 21
Log messages
Enable to log the messages sent from the Totalview3BroadWorks connector to the Totalview server.

N.B. There might be many messages to log depending on the traffic on the BroadWorks server. This might slow down the Totalview server.

International prefix
Usually 00. For example 0045xxxx Denmark and 00298xxxx Faroe Islands.
International code
Country code. For example 45 for Denmark and 298 for Faroe Islands
Local start/end
Fill in the first and last local number in the connected BroadWorks system. All numbers that are not in the interval are treated as external numbers
Generate call statistics
Enable to generate call statistics data from this BroadWorks connector. The “Call statistics enabled” settings under “Server settings” must also be enabled to generate call statistics data. Default value is true.
Called hierarchy
Defines a hierarchy list of device id’s that controls what number is set as called device. This setting is especially useful if the initial called device is an IVR or distribution group and the reports should show the load on the group members.

E.g. a main number 100 is an IVR that, based on user selection, distributes the calls to 200, 300 or 400. Default behavior is to set 100 as the called device, but if the reports instead should show the calls arriving to 200, 300 or 400, a Called hierarchy could be defined. In the above example the hierarchy would be 100(200,300,400).

Transfer barge groups
Defines a group of devices allowed to transfer calls to devices that have their forwarding (All) set back to a device in the group.

The main purpose is to allow the receptionist to barge through a forwarding that is set to the receptionist itself. E.g. a group of receptionists (4000, 4001, 4002) that handles incoming calls and where staff devices are forwarded to the main number 4000 in case the staff are unavailable.

The rule is that if there is a group G with members (A, B) and a group member is transferring to a device that is forwarded back to a member of the group G, then transferring is allowed to barge through the forwarding.

The list of devices are separated by comma (,). Multiple groups can be separated by semicolon (;).

Call Group Settings

Apply a rule defining the minimum number of call group members to control if signing out of a call group is allowed.

If the rule is violated then sign out using Totalview is not allowed. If sign out is part of change state or appointment, the call group sign out is ignored if the rule is violated.

N.B. The rule does not control other ways of signing out of a call group.

Call Group Behavior

Call group filter Add a filter to only see call groups of interest. If empty then no filtering is added.
It’s possible to add an interval of call group id’s or individual id’s, e.g. 4000,4010-4020

 

BroadWorks Remote Office

Remote Office is a service on BroadWorks that creates a logical connection between a local device and an external number.

When enabled, all calls to the local device are forwarded to the external device. If a physical phone is attached the local device, then call do not appear on the local device, but call control and device control can still be executed on the local device.

When using Remote Office, calls forwarded to an external device can be Transferred, Consulted, Held, Cleared etc. using Totalview. When initiating a call using Totalview BroadWorks calls the external device and then transfers the call and performs a remote call on behalf of the local device and thus the external device will behave much like a DECT device.

It is recommended that mobile users with no local device enable the Remote Office service. There is no need to enable Remote Calling in Totalview when using Remote Office.4

HiPath Parameters

HiPath connectors connect to Siemens HiPaths and monitors listed devices as well as sending call control commands to the HiPaths.

Supported PBX’s using HiPath connector

The HiPath connector can be used connecting to HiPath 3000 series, OpenScape Office single node and OpenScape Business single/multi node.

OpenScape Office/Business connection

When connecting to OSO/OSB the port is 8800 as default. When using OSB the password must match the password set in OSB administration.

When using OSB multi node there is only need for a single CSTA connection to the master node. The master node then handles the communication with the slave nodes.

Before you start

Additional to the HiPath parameters below, the external trunks and IP trunks for each connected HiPath are to be listed under Devices.

IP address, Port
Address and port of the HiPath PBX
PBX Trunk Code
The digit to dial when creating an external call from the PBX. Usually this is 0
Incoming Trunk Code
Depending on the PBX setup, external incoming A-numbers may or may not have a preceding digit (usually 0). If this is the case, this digit should be defined here so that the incoming numbers can be interpreted correctly
Username and Password
CSTA user name and password. If empty the default is AMHOST and 77777.
International prefix
Usually 00. For example 0045xxxx Denmark and 00298xxxx Faroe Islands.
International code
Country code. For example 45 for Denmark and 298 for Faroe Islands
Area trunk code
In countries that are using open calling number and where an arenas trunk code is used (usually 0), the digit should be defined here so that incoming number can be interpreted correctly

Examples of such countries are Sweden and England

Local start/end
Fill in the first and last local number of all the connected HiPaths. All numbers that are not in the interval are treated as external numbers
Max externally called deviceid
The following two parameters are added to solve a problem with the presentation of the called deviceid. In some situations when external incoming calls travel between nodes, the calledDeviceid is changed from the internal representation to the external representation. When this occurs Totalview is not able to map the calledDeviceid with the correct user. N.B. This check is only needed in special cases and when multiple nodes are connected. Do only use if problem appears.
Enable max local digits
Enable the test of the max length of the calledDeviceid as explained above.
Max length
Set the max length of externally called calledDeviceid’s. E.g. if an external incoming call is calling deviceid 4095, but a travel through nodes changes this to 344095, then a max length of 4 assures us that Totalview interprets this as 4095.
Max national digits
In some cases the CSTA callingDevice and calledDevice do not contain the international prefix (typically 00). Totalview uses the 00 to differentiate between international and national calls.

Setting the max national digits helps solve this problem when it occurs. E.g. national digits are 22334455 (8 digits) and international call is 4622334455 (10). Using this parameter Totalview can differentiate between the calls. N.B. This check is only needed in special cases and when multiple nodes are connected. Do only use if problem appears.

Wait for delivered
When blind transferring calls to external devices, the HiPath connector by default does not wait for a delivered event before transferring the call.

In some situations this might cause problems for third party monitoring software.

When “Wait for Delivered” is enabled, the HiPaths wait for the delivered event before transferring the call.

N.B. Waiting for the delivered event before transferring the call might slow down transfers to external devices – especially if the external device is a mobile device.

Always add trunk code
When “Always add trunk code” is enabled the Totalview server will add the outgoing trunk code to external numbers. E.g. if the user enters 05000, then the HiPath will dial 005000
Generate call statistics
Enable to generate call statistics data from the HiPath connector. The “Call statistics enabled” settings under “Server settings” must also be enabled to generate call statistics data. Default value is true.
Use ClearConnection
When enabled, ClearConnection is used in Consult/Transfer calls instead of the default TransferCall. Using TransferCall sometimes result in undesired behavior on HiPath installations. If experiencing problems with BlindTransfer or Consult/Transfer then enabled “Use ClearConnection”.

N.B. TransferCall is required when using OpenScape Business.

Master OSB node When using OpenScape Business in nodes and using one TotalviewHiPath connector per node, the DeviceIDs will first be initialized on non-master nodes.
If a DeviceID is not found on non-master nodes then is initialized against the master node.
This solves the problem with DeviceIDs being initialized both on slave and master.
Only one TotalviewHiPath connector should be set as master.

Internal representation of external numbers

The Totalview server uses the values defined in Incoming Trunk Code, International prefix, International code and Area trunk code to convert external numbers to fully qualified numbers.

Fully qualified numbers means that numbers are defined with the international code, e.g. +4532003200 or +4670320032.

For closed number plans, like Denmark, the A-number 32003200 is changed to +4532003200.

For open number plans, like Sweden, the A-number 016320032 is changed to +4616320032.

When Totalview is looking in the phonebook for owners of incoming A-numbers the fully qualified number is used. Registered numbers in the phonebook must therefore also be fully qualified.

 

Monitoring external numbers

External numbers can be monitored when the HiPaths external trunks. The external numbers must be registered as fully qualified in Users for the monitoring to function properly.

Examples for fully qualified numbers are:

Country
Number
Denmark
+4512345678
Norway
+4712345678
Sweden
+4612345678
Finland
+35812345678
Faroe Islands
+298123456


Normally used settings
:

Country
International prefix International code Area code trunk
Denmark
00 45
Norway
00 47
Sweden
00 46 0
Finland
00 358 0
Faroe Islands
00 298

MULAP monitoring

In CSTA V8 changes are made to the HiPath software that enables monitor on MULAP groups. Totalview implements MULAP monitoring.

When using MULAP monitoring the CallControl and Events changes. MULAP monitoring is enabled using the HiPath using Manager E. The setting is found under System parameters.Plus product flags. MULAP monitoring is always enabled when using OpenScape Business

MULAP group numbers must be registered as the users default local device and not as a MULAP number.
Registering MULAP member devices is optional.

When using MULAP monitoring the following applies:

  • SetDoNotDisturb is not implemented for MULAP number. Totalview contains a work around for this problem.
  • If changing MULAP monitoring in HiPath Plus Product Flags, the connector must be restarted for the changes to be reflected in Totalview.
  • If deactivating MULAP monitoring in HiPath Plus Product Flags, the HiPath must be restarted for the changes to take effect.

In OSB the “MULAP monitoring” behavior have changed compared to HiPath v9.

The MULAP device is seen as the users single contact point and it is not possible to monitor member devices. This results in the following:

  • No events are generated for calls directly to the member devices. Events are only generated for calls to the MULAP device.

It is there for not possible for Totalview to show direct calls to MULAP member devices.

  • No events are generated for DND on MULAP device or members.

Totalview is not notified if DND is set on the MULAP or MULAP member devices.

This might result in Totalview showing the wrong DND state if DND is set using service codes and not the Totalview client.

IP monitoring

The following applies if using HiPath. This is not required if using OpenScape Business.

If using the Plus product function “Networked-CTI domain”, available in CSTA v8 MR5, the following Totalview setup must be true.

  • The Behaviour Configuration “Wait for Delivered” must be enabled in Admin.Connectors.Hipath connector. If not, transfers to another node over IP will fail.
  • Only external trunks must be listed in Admin.Devices.Trunk Devices. If IP trunks are listed, retrieving calls transferred to antother node over IP will fail.

Attachment connector

The Attachment connector provides the attachment structure and data to the Totalview server to present to the user. The structure and data can be customized (see document Totalview  Attachments).

Create the connector using Totalview3.Admin.Connectors. Select Category: System extensions and Subtype: Attachments.

The User filtering defines what users are allowed to use the connector. Only users that apply to the filter setting are allowed to use the connector. If no filter is set, then no user will use the connector.

 

Install the connector using Overview.Install/Update. This will create a new folder and copy the connectors’ program files and XML settings files to the folder.

The XML settings files define the attachment structure and data for the connector. A demo definition and demo data xml file is created when first installing an attachment connector.

Modify these files to customize the attachment definition and data (see document Totalview Attachments).

OpenScape Office connector

The OpenScape Office (OSO) connector enables synchronization of user presence from OSO to Totalview. When users change their presence in OSO, the presence will be synchronized and the users current state in Totalview will be set accordingly.

The mapping between OpenScape Office presence and Totalview states are set in the OSO connector.

Before you start

Use the Totalview3OsoTest application to test the connection to OpenScape Office. You need a web user account on OpenScape Office to be able to login.

The following rules apply when using the OSO connector

  • Only users with OSO user id defined in Users will by synchronized.
  • If no mapping exists between the OSO presence and the Totalview state, then the presence will not be synchronized.
  • The synchronization is one way. Presence changes made in OSO will be synchronized with Totalview, but state changes in Totalview made by e.g. the switchbard will not be synchronized with OSO.

 

OSO connector parameters

Server:port
The OSO web service address in the format http://IP:port. The port defaults to 8801
Username
Username of the query user with access to the OSO web service
Password
Password for the query user
Polling interval
Interval in milli seconds between each polling. The polling checks for changes in the OSO presence.
State settings
Mapping between OSO presence and Totalview templates.

Active Directory connector

The AD connector enables read only import of user information from Microsoft Active Directory (AD).

The AD connector does not enable importing of users from Notes.

Using the AD connector, the user can import users and groups from AD using the Select  AD Users function. The AD integration can also be set up to import users automatically at specific times.

The AD connector requires a valid license to be able to connect to the Totalview 3 server.

The TotalviewADTester program can be used to test the settings to be used when reading user information from AD. The tester program is found in then <Totalview>\InstallFiles\AD folder.

 

AD connector parameters

LDAP address
The path in ActiveDirectory to use when importing users. Only users belonging to the path or groups in the path are imported. If blank, all users in AD are imported.

Examples of LDAP paths are listed below.

Username/Password
In case the user running the AD connector does not have access to ActiveDirectory, credential for a user with access can be added.

Add Username and Password for a user with access to ActiveDirectory. The Username should be in the format user@domain.com.

The LDAP address must specify ad domain, or the IP or name of the AD server. E.g. domain.com, srv-ad or IP address.

When username/password are used the authentication method use is Secure.

Users filter group
Optional LDAP path to group in ActiveDirectory with users to import into Totalview. Only users in the group are imported. If path is left blank all users in the LDAP address path are imported.

It’s required that the Users filter group path is within the LDAP address path.

Ignore paths
Optional LDAP path to filter out users with an ending path equal to specified path. E.g. filter out all users with ending path “ou=Users,dc=Contoso,dc=Com”.

Multiple paths to ignore can be separated by ;.

Device length
Part of the WORK number to be used as local device number in case of fully qualified WORK numbers. E.g. if WORK number is registered as (+45)34123400 then a Device length of 4 will result in a local device number of 3400. If Device length is 0 no changes are made to the WORK number.
Trim numbers
Remove blanks from phone numbers when importing.
Remove parentheses
Remove parentheses from phone numbers when importing.
Include security groups
Include AD security groups in the AD search result. Default is false.
Ignore child groups Only synchronize user in the selected LDAP path and ignore any child groups.
Multiple groups can be separated by ;.
Mapping parameters
If required the default mapping between Totalview fields and AD properties can be changed. Change the default mapping by adding a new mapping for the Totalview field.
More than one AD property can be mapped to the same Totalview field.
Separate the AD property value with comma (,) or semicolon (;) to be able to create more than one Totalview field. E.g. register two mobile numbers separated by comma to have two Totalview contact items of type Mobile created for the user.
The default mappings are listed hereThe Totalview fields that start with CF: are Custom fields. When mapping to custom fields with predefined values, the values must be defined in the list before they can be synchronized.

 

Examples of LDAP paths

Path
Description
<Empty>
The entire local AD is imported.
LDAP://contoso.com
The entire contoso.com AD is imported
LDAP://ADservername or IP
The entire AD is imported.
LDAP://OU=TVUsers,DC=contoso,DC=com
Users and groups under the TVUsers group are imported.
LDAP://IP/OU=TVUsers,DC=contoso,DC=com
Users and groups under the TVUsers group on the specified ad server are imported.

 

Active directory sync settings

Sync with AD
Activate automatic synchronization with AD. When activated the synchronization will be performed once a day at the hour specified in Sync every day at.

The synchronization will read from the current AD and update users in Totalview accordingly.

Clear resource details
If set all the non-private contact information is cleared when a user is synchronized. If not set, contact information is merged. Preferred if all contact information is read from Active Directory.
Sync every day at
Hour of day, in 24 hour format, when to run the automatic AD synchronization.

Lync presence connector

The Lync presence connector enables presence integration between the Lync server and the Totalview server.

The Lync presence connector uses UCMA 3.0 to communicate with the Lync server. The UCMA establishes a trusted application connection with the Lync server to be able to monitor Lync users and retrieve and set their presence and phone state.

A trusted application must be created on the Lync server for the Lync connector to be able to communicate with the Lync server. The trusted application must be validated by a user with AD administrator credentials.

UCMA requires 64 bit machines and the UCMA runtime or the Lync client must be installed on the machine where the Lync connector is running.

The server and Lync connection can be tested using the Totalview3LyncTester program.

Lync connector parameters

GRUU
GRUU address for the trusted application created on the Lync server. Use the Lync Powershell command Get-csTrustedApplication to see a list of trusted applications. Example:sip:totalview.formula.fo@formula.fo;gruu;opaque=srvr:TotalviewLync:W1w6QAeAA
Port
Trusted application port. Use the Lync Powershell command Get-csTrustedApplication to see a list of trusted applications.
Certificate Friendly name of the certificate authenticating the server to the Lync server. Certificate can be created using the Lync Powershell command Request-CsCertificate.
Application endpoint
SIP address of a trusted application endpoint created on the Lync server. Use the Lync Powershell command Get-csTrustedApplicationEndpoint to see a list of trusted application endpoints.
Registrar port
Lync server registrar port. Default is 5061
Registrar FQDN
Lync server registrar FQDN.


Trusted application setup

Use the Lync Powershell with sufficient user rights to create the trusted application.

More information can be found at MSDN http://msdn.microsoft.com/en-us/library/lync/hh347258(v=office.14).aspx

  1. Create a trusted application pool where the trusted application will reside.
    [Lync PS:] New-CsTrustedApplicationPool -Identity <tvapps.domain.com> -Registrar <lync server name> -Site <Site id> -ComputerFqdn <local computer name>
    Use Get-CsSite to list the Site IDs on the Lync server.
    Example: New-CsTrustedApplicationPool -Identity tvapps.formula.fo -Registrar srv-lync.formula.fo -Site 1 -ComputerFqdn totalview.formula.fo
  2. Create a trusted application for the Lync connector to connect to.
    [Lync PS:] New-CsTrustedApplication -ApplicationId <AppID> -TrustedApplicationPoolFqdn <Application Pool ID> -Port <port>
    Example: New-CsTrustedApplication -ApplicationId TotalviewLync -TrustedApplicationPoolFqdn tvapps.formula.fo -Port 6000
    The specified port must be open for TCP communication in firewalls.
  3. Create a trusted application endpoint.
    [Lync PS:] New-CsTrustedApplicationEndpoint -SipAddress <sip address> -DisplayName “Totalview Lync” -TrustedApplicationPoolFqdn tvapps.formula.fo -ApplicationId TotalviewLync
    Example: New-CsTrustedApplicationEndpoint -SipAddress sip:totalview@formula.fo -DisplayName “Totalview Lync” -TrustedApplicationPoolFqdn tvapps.formula.fo -ApplicationId TotalviewLync
  4. Request a server certificate.
    A web server certificate is used to enable the Lync server to authenticate the server connecting to the trusted application.
    [Lync PS:] Request-CsCertificate -New -Type default -FriendlyName <name> -ca <certificate authority> -ComputerFQDN <local machine name>
    Example:Request-CsCertificate -New -Type default -FriendlyName “tvapps.formula.fo Pool” -ca “ca.formula.fo\Formula Root CA” -ComputerFQDN totalview.formula.fo
  5. Enable the topology.
    An AD administrator must verify the trusted application and enable its topology using the [Lync PS]:Enable-csTopology command.

TelenorNo Connector parameters

The TelenorNo connector is of the mobile status type. It enables visual displaying of mobile phone status (idle/busy) in the Totalview client.

The TelenorNo connector connects to the Telenor Norway service using a provided username and password. If access is granted the connector receives mobile state events from Telenor Norway.

Username/Password
Username and password granted by Telenor Norway
Application ID
AppID supplied by Telenor Norway identifying the application at the Telenor Norway service.
Request URL
Address of the Telenor Norway service in the format https://<server>/TSG/Services.

Telenor Connector parameters

The Telenor connector is of the mobile status type. It enables visual displaying of mobile phone status (idle/busy) in the Totalview client.

The Telenor connector connects to the Telenor service using a provided username and password. If access is granted the connector receives mobile state events from Telenor.

Username/Password
Username and password granted by Telenor
PNI
Customer ID identifying the use at the Telenor service. Supplied by Telenor
Application ID
ID identifying the application at the Telenor service. Default is Totalview and should not be changed unless requested.
Request URL
Address of the Telenor service. Default is https://mpgw.telenor.dk and should not be changed unless requested.

Unitel Connector parameters

The Unitel connector is of the mobile status type. It enables visual displaying of mobile phone status (idle/busy) in the Totalview client.

Unitel has to register in their system the address and port where to send the mobile state messages. The Unitel connector will listen on the port defined.

Port
Port on the machine where the Unitel connector is listening for messages from Unitel.
International prefix
International prefix to be used to fully qualify the mobile numbers. I.e. if international prefix is 00 then mobile numbers like 0045xx are changed to +45xx.
International code
International code to be used to fully qualify the mobile numbers. I.e. if international code is 45 then mobile numbers like 34400000 are changed to +4534400000.
Device timeout
If no messages arrive from Unitel in the specified timeout period, then it is assumed that some error has occurred and all mobile states are cleared.

TDC/Telia Connector parameters

The TDC/Telia connector is of the mobile status type. It enables visual displaying of mobile phone status (idle/busy/off) in the Totalview client.

TDC has to register in their system the address http://IP:Port

TELIA has to register in their system the address http://IP:Port/telia.asmx

URI in the Admin must be registered as http://IP:Port/ (must end with a slash) The IP address is the IP of the machine where the connector runs.

 

Listening port
Port where Totalview is listening for messages from TDC/Telia.

TDC/Telia are sending SOAP requests to this uri to inform Totalview about changes in the mobiles states. TDC/Telia must be informed where to send the requests.

International prefix
International prefix to be used to fully qualify the mobile numbers. I.e. if international prefix is 00 then mobile numbers like 0045xx are changed to +45xx.
International code
International code to be used to fully qualify the mobile numbers. I.e. if international code is 45 then mobile numbers like 34400000 are changed to +4534400000.
Device timeout
If no messages arrive from TDC/Telia in the specified timeout period, then it is assumed that some error has occurred and all mobile states are cleared.

Sonofon Connector parameters

The Sonofon connector is of the mobile status type. Sonofon includes to their service a SIM application which makes it possible to change user status or appointments from a mobile phone.

Sonofon sends mobile status to a specific port on the machine where the connector is installed

Sonofon web service port
Port the Sonofon web service uses for mobile and user state changes sent from Sonofon
Lunch state
Select the state corresponding to “Lunch” state in Totalview
Meeting state
Select the state corresponding to “Meeting” state in Totalview
Home state
Select the state corresponding to “Home” state in Totalview
Sick state
Select the state corresponding to “Sick” state in Totalview
New state on deactivate
Select the state to change into when deactivating current appointment

SMS Box parameters

The SMS is of the SMS Service Type, this service enables Totalview to send SMS messages. SMS messages sent to Totalview can be used to change current state setting or request users contact information.

COM Port
Fill in the value of the serial port the GSM station is connected to
Baud rate
Fill in the Baud rate (300, 600, 1200, 2400 etc. – 115200)
Pin
The Pin code of the SIM card (4 digits)
Service centre
The number of the SMS gateway of the GSM provider
Preferred Storage
Select how the messages should be saved on the GSM station. The options are: SIM Card which saves on the SIM card, GSM Memory which saves on the memory on the GSM station and Both which does both
Start up Script
The name of the script file with possible instructions to the GSM station, while configuring the SMS connector first time. This parameter is optional.
Prefix
The country code that is set in front of numbers without country code, e.g. 45 (Denmark) and (46 Sweden).
Drop nat. digits
Digits to remove in front of international telephone numbers which do not have the standard + or 00 country code prefix.
Input Only
Set the checkmark if the GSM station should be allowed to send messages.
State Change Receipts
Set the checkmark if the GSM station should send receipt to the Users when Receiving  Change State messages.
SMS syntax 2.0

Set the checkmark if the syntax 2.0 is used. The syntax 2.0 allows the user to select a state or a template when changing state using SMS messages

Message to known users

If a user with a registered mobile number in Totalview sends an unknown command to Totalview via SMS, the system can reply a specific message to the user.

Message to unknown users

If a user, not existing in Totalview, sends an unknown command to Totalview via SMS, the system can reply a specific message to the user.

LinkMobility

The LinkMobility is of the SMS Service Type, this service enables Totalview to send SMS messages.

LinkMobility Support will provide you with the following information:

  • Username, Password, Platform Parrent ID, Platform ID, Gate ID.

Request URI should be set to “https://wsx.sp247.net/sms/send”

Sender information is the string that is shown as “From” on sms messages. It can be any text within 2-11 character range.
If “use default mobile as sender” is checked the users default mobile number is used as “From”.
If the users mobile number is unavailable the “Default sender information” is used.

International Prefix: Default prefix to add to receiver  number where international code is missing. LinkMobility requires that receiver numbers are fully qualified, i.e. +<int-code>number.

 

Using this feature to impersonate other parties will lead to a termination of your LinkMobility account

Lotus Notes parameters

The Lotus Notes connector monitors listed users and notifies Totalview when changes happen in a user’s appointments list. The connector also sends create, update and delete commands from Totalview to the Lotus Notes Domino server.

Specific Lotus Notes issues

Using service credentials. It is not possible to use service credentials when using the Lotus Notes connector. Username and password must be passed from the Totalview server.

Recurring appointments. When handling recurring appointments, Lotus Notes only creates one appointment and lets the rules for the recurring appointments be stored in this one appointment. Currently the CC only looks for appointments created within the last 12 months. That means that if a recurring appointment is created more that 12 months ago, it will not be synchronized with Totalview.

Query user rights. Lotus Notes calendar users must grant the query user access to their calendar folder. There is no global setting allowing the query user access to other users’ calendar folders.

Before you start

The Lotus Notes connector uses the Lotus Notes client API to query information from the user’s calendar folder. To be able to query the user, the Lotus Notes client must be installed on the same machine as the Lotus Notes connector and a user must be created with rights to query user’s calendars.

Lotus Notes IP address
This is the IP address of the IBM Lotus Domino server.
Username
Query user with access to the attached users’ calendars
Password
Password for user with access to all calendars. The password can be saved scrambled or unscrambled. If scrambled then the Scrambled property must be set to true. Use the “Totalview Password Scrambler” to scramble the password (located in the InstallFiles folder)
Scrambled
The password can be saved scrambled in the TV3 server. Set the checkmark if the password is scrambled. Use the program “Totalview Password Scrambler” located in the InstallFiles folder to scramble the passwords.
Recurring days ahead
How many days forward, should recurring appointments from Lotus Notes be shown in Totalview. This is necessary to be able to limit the number of recurring appointments retrieved from Lotus Notes
Ignore char When synchronizing, appointments with subject starting with the ignore char are ignored and not shown in Totalview. The default value is *.
If the ignore char is changed, the connector must be restarted to apply the new rule.
Busy template
Select the template to use for Busy Lotus Notes appointments. Appointments with state Busy in Lotus Notes are mapped to this template when retrieved and shown in Totalview. If the Busy template is changed, the Lotus Notes connector must be restarted to apply the new template
Categories Mappings
Specify mappings between states and categories. For more information See: Notes categories synchronization
If forwarding rules have influence on the phone settings of synchronized appointments, and the forwarding rules changes, then the Exchange/Lotus Notes connector must be restarted to apply the new phone settings.