Konnekta Parameters¶
Konnekta connectors connect to the Konnekta PBX and monitors telephony devices, as well as sending device, group and call control commands.
For list of supported telephony features, go to PBX Functionality Matrix page.
For troubleshooting, go to Konnekta Troubleshooting page.
When creating Konnekta connector in Totalview Administration, the Subtype name is Konnekta.
Parameter |
Explanation |
|---|---|
Tenant Domain
|
The domain address that is registered with the Konnekta organization.
This is the same as the domain as in Konnekta user’s username, when logging in.
|
Listener Port
|
Listener TCP port on machine. Totalview Admin should suggest a port number that is a specific offset from Totalview server port.
It is best to take the suggested port number. It is not necessary to open firewall port, because the port is only used on the local machine.
|
SMG Address
|
The address to the SGM, in the following format:
https://{server}/api-admin/realm/{realm}/fwdTelephony service provider should provide
{server} and {realm} placeholder values. |
Issuer URI
|
The address to the Keycloak OAuth Server in the following format:
https://{server}/auth/realms/{realm}Telephony service provider should provide
{server} and {realm} placeholder values.N.B. that realms in URL is in plural here.
|
Client ID
|
Client ID value for OAuth 2.0 password grant flow.
Telephony service provider should provide this.
|
Client Secret
|
Client Secret value for OAuth 2.0 password grant flow.
Telephony service provider should provide this.
|
User
|
User name for Konnekta tenant service account
Telephony service provider should provide this.
|
Password
|
Password for Konnekta tenant service account
Telephony service provider should provide this.
|
Webhook Address
|
Totalview Webhook where Konnekta sends telephony and user events
It is best to take the suggested address when creating the connector.
|
Number Settings¶
Parameter |
Explanation |
|---|---|
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 |
Outbound Caller ID settings¶
The users’ Outbound Caller ID can be changed using the clients phone settings, or by changing state or activating appointments.
Valid Outbound Caller IDs are configured in Konnekta.
The user must have the “Set Caller ID” user right to use Outbound Caller ID.
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.
State Settings¶
Startup/Reconnect Behavior¶
If Totalview and Konnekta are disconnected, user state changes can not be synchronized.
This setting is for handling the lost state changes on reconnect, so that the systems get back in sync.
Parameter |
Explanation |
|---|---|
Synchronize on startup/reconnect |
If set, connector will synchronize states between the systems on startup/reconnect. |
Direction |
Select which direction state synchronization should happen. Can be Totalview to Konnekta, or Konnekta to Totalview. |
Konnekta Activity Mappings¶
Parameter |
Explanation |
|---|---|
Konnekta Activities |
Select from which Konnekta activity the mapping should be made. |
Totalview Templates |
Select to which Totalview Template the activity should map. |
The Konnekta activity IDs needed for the mapping are fetched on connector startup. Search the log for message containing LogPresenceActivityIds.
The values in id column in the table are the IDs that should be used in the activities mappings.
Totalview State Mappings¶
Parameter |
Explanation |
|---|---|
Totalview States |
Select from which Totalview State the mapping should be made. |
Konnekta Activities |
Select to which Konnekta activity the state should map. |
State Class of the Totalview State determines how the available/unavailable (red/green user indicator) is mapped to Konnekta.
If State Class of the Totalview State is Free then user will be set to be available (green) in Konnekta. If State Class is Tentative, Busy, OutOfOffice or Working Elsewhere, then user will be set to be unavailable (red) in Konnekta.
Konnekta Suggested PBX Setup¶
This follwing section describes the configuration requirements to Konnekta PBX, so that Totalview can be effectively integrated.
Totalview can control a selected number of telephony parameters for users. For these to be effective in Konnekta, certain configuration must be in place.
Konnekta User Setup¶
Certain rules govern how Totalview determines which number to use for monitoring and call control.
Users in Konnekta can have primary and secondary numbers registered. And for each of these, unlimited number of aliases.
It is not possible to assign just any of the user’s number as Local number in Totalview.
In short, the line number is used for monitoring and call control, unless there is a single alias number registered which also is short number.
Same rules apply for primary and secondary lines, if the lines are of type Fixed. Mobile is handled a bit differently.
The following table shows the resulting monitoring number of various primary-/alias-/short number combinations.
Alias 1 |
Alias 2 |
||||
|---|---|---|---|---|---|
Line Number |
Number |
Short Number |
Number |
Short Number |
Totalview Monitoring Number |
+199999999 |
+199999999 |
||||
+199999999 |
111 |
Yes |
111 |
||
+199999999 |
+111111111 |
No |
+199999999 |
||
+199999999 |
111 |
Yes |
+122222222 |
No |
+199999999 |
+199999999 |
+112211111 |
No |
222 |
Yes |
+199999999 |
+199999999 |
111 |
Yes |
222 |
Yes |
+199999999 |
+199999999 |
+111111111 |
No |
+122222222 |
No |
+199999999 |
The Totalview Monitoring Number must be registered as Local device for the user in Totalview.
If in doubt it is possible to restart the Konnekta connector and search for log message LogMonitoredNumberList, where all users, with monitored numbers, are listed.
Fixed and Mobile Lines¶
Konnekta makes a small distinction between fixed and mobile line types.
Fixed lines are always shown as busy if user on the phone - regardless of whether it’s primary or secondary line.
Mobile lines, when registered as secondary line, are only shown as busy if user is actually talking on a mobile device. If call on secondary line is answered on softphone or deskphone, then mobile number will not show as busy.
The line phone number must be registered as Mobile in Totalview for this to work.
N.B. that it is not possible to do call control in Totalview if number is registered as Mobile in Totalview.
Telephony Parameters¶
Totalview sets the following parameters for users:
Forwarding (Diversion Number)
Calling Device
(more to come… )
Forwarding (Diversion Number)¶
For Totalview Forwarding configuration to be effective, a Konnekta inbound call routing rule must be created, for example like this:
When a call is received then call will be directed to active forwarding number
If this is the first rule, then the forwarding will be applied to all lines unconditionally.
Companies or users might have different requirements and expectations. For example, some users might not want forwarding to be applied when mobile phone number is called directly.
This a part of Konnekta call routing rules and not a part of Totalview.
Calling Device¶
When making a call in Totalview, it is possible to select from which device to make the call.
It is a requirement that the user has a phone of selected type. Otherwise the command will fail.
The options are:
Local phone
Mobile phone
Teams
When selecting Local phone, the call will be initiated from, in order of precedence: deskphone, softphone or web softphone. It will be hands-free.
When selecting Mobile phone, the call will be initiated from mobile phone, but will come as a click-to-dial call.
When selecting Teams, the call will be initiated from Microsoft Teams application. Konnekta must be configured to integrate with Teams in order for this to work.
Wrap-Up¶
Wrap-up is only supported in Totalview Contact Center and Switchboard clients.
See more about wrap-up on The Contact Center Client page.
When using wrap-up with Konnekta, it uses the availability state, which is the red or green indicator for a user in Konnekta.
Green is Available and red is Unavailable.
Call routing rules for direct calls might be defined for when a user’s availability is unavailable, and they will be effective in wrap-up mode.
ACD and Attendant Groups can be configured to distribute calls depending on user’s availability. The configuration parameter is labeled “Should attendant’s presence state affect the distribution of calls”, and is on by default, when creating a new group.
When call group configuration has set attendant’s presence state to be affected in the distribution of calls, the user will not receive calls when user’s state is unavailable.
When a call starts for a user that has wrap-up enabled, regardless of whether it’s direct or distributed from call group, the Availability state in Konnekta will be set to Unavailable immediately.
When the call ends, user will be presented with the wrap-up dialog.
When wrap-up is completed, the Availability state in Konnekta will be set to Available.
N.B. if user is member of many groups, and some of these don’t have attendant’s presence state to affect call distribution, wrap-up will still show in Totalview. It won’t have any effect for groups that don’t have attendant’s presence state to affect call distribution. Meaning that calls could be distributed even if Totalview is showing that wrap-up is in progress.
N.B. if user is in an Unavailable state when receiving a call - could happen if under some circumstances that incoming direct call is delivered even if user is Unavailable, then user will be set to be Available after call completion.
N.B. wrap-up only happens if Totalview Contact Center or Switchboard clients are running. So, if receiving a call and Totalview is not running or connected, then the wrap-up function can not be activated.
Teams telephony client setup¶
To use Microsoft Teams as a telephony client in conjunction with Totalview, the following steps must be completed:
Establish a Relationship Between Konnekta and Teams
A connection must be established between Konnekta and Microsoft Teams. This integration is required to enable Teams as a telephony client.
Detailed setup instructions are provided in the document DstnyServiceHybridManagementPortal, which is available from Dstny upon request.
Enable Teams Telephony for the User
Teams telephony must be enabled for the individual user in the Konnekta administration module.
In the User Administration section, ensure the setting Enable Teams Telephony is activated for the relevant user.