TWS v 3 - Algoria...Telephone application on PC. This product can be used in CTI mode with a...

TWS v 3.1Administration & Configuration Guide

© 2008 Algoria.TWS™ (Telephony Web Services)

and associated products, is a registered trademark

TWS v 3.1 Administration & Configuration Guide

Contacts & Support

ALGORIA

Address: 3, rue Verte95100 Argenteuil France

Tel: +33 1 34 34 40 34Fax: +33 1 34 34 40 39E-mail: [email protected]

URL: http://www.algoria.fr

Online documentation

You can access online documentation by clicking on the icon on the TWS Caller sidebar, then by choosing the Documentation option.

Document control

Current version 1.4 TWS v3.1 Administration & Configuration Guide 10 Jun 2009Previous version 1.3 TWS v3.1 Admistration & Configuration Guide 05 Jun 2009

mailto:[email protected]

http://www.algoria.fr


Table of Contents

1• Definitions and abbreviations . . . . . . . . . . . . . . . . . . . . . . . . 1

2• Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

2.1. Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

2.2. Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

2.2.1. Introduction2.2.2. Standard configuration

2.3. Functionnalities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

2.3.1. Server2.3.2. Toolkit2.3.3. Internet

3• Server Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

3.1. Configuration required. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

3.1.1. Minimum configuration3.1.2. Estimation of the storage volume required3.1.3. Environment

3.2. First installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

3.2.1. Unsupported applications3.2.2. Installation3.2.3. System updates3.2.4. Installing the dongle3.2.5. Installing Player flash3.2.6. Installing the database3.2.7. Installing the configartion package3.2.8. Installing the server package3.2.9. Installing SYSLOG

3.3. Server update. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

3.3.1. Package update logic3.3.2. Standard update3.3.3. Complete reinstallation

4• Minimal server configuration. . . . . . . . . . . . . . . . . . . . . . . . . 24


4.1. Company and domain. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

4.2. Main steps to validate a standard installation. . . . . . . . . . . . . . . . 24

4.3. First domain configuration for standard installation. . . . . . . . . . . . 29

4.3.1. Installing licences key file4.3.2. Creating the PBX link4.3.3. Creating your first user 4.3.4. Creating your first users group4.3.5. Adding your first user in your group4.3.6. Providing authorization to Caller application4.3.7. Starting Services4.3.8. Testing the Caller

5• Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

5.1. Pbx link. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

5.1.1. NexSpan and A5000 link5.1.2. Ascotel Intelligate link

5.2. Dialling plan management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

5.2.1. Standard rules provided:5.2.2. Extended rules

5.3. Users Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

5.3.1. Creating users manually5.3.2. Importing users5.3.3. Importing users from NexSpan directory5.3.4. Importing users from A5000 LDAP database5.3.5. Importing users from Ascotel Intelligate IPBX users5.3.6. Importing users from LDAP5.3.7. Importing users from Active Directory5.3.8. Importing users form5.3.9. Group management5.3.10. Authorizations management

5.4. Media Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

5.4.1. Creating Audio and video channels.5.4.2. AudioShare, Rules and @Messaging Configuration5.4.3. Creating audio channels for IntelliGate

6• Caller configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

6.1. Minimal configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

6.2. Advanced configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

6.2.1. User directory


6.2.2. Creating and managing directories 6.2.3. Synchronization6.2.4. Creating a directory connector 6.2.5. Creating a directory6.2.6. LDAP connector creation6.2.7. ODBC Directory creation6.2.8. Samples of ODBC connectors 6.2.9. Exchange public directory creation6.2.10. Exchange private directory creation6.2.11. Public Lotus connector configuration6.2.12. Private Lotus connector configuration6.2.13. Telephony presence on A5000 / NexSpan6.2.14. By device supervision key6.2.15. By shared virtual device (Intercom group) on NexSpan / A50006.2.16. Telephony presence (Intercom group) on Ascotel Intelligate6.2.17. Intercom group authorization6.2.18. Calendar status6.2.19. SMTP Server6.2.20. SMS Server6.2.21. Call log authorization

7• Alerter configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

8• SoftPhone configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

9• AudioShare configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

10• Rules configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

11• Stats configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

12• VideoShare configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 115

13• TWP @Messaging configuration . . . . . . . . . . . . . . . . . . . . . . 117

13.1. Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

13.1.1. General Description13.1.2. Functionalities13.1.3. Prerequisites

13.2. Authorizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117


13.3. Channel configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

13.3.1. Intelligate configuration13.3.2. Server configuration13.3.3. Configuring the service of sending E-mails13.3.4. Other Parameters13.3.5. Configuring the Email synchronization

14• Recorder configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

14.1. General Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

14.2. Functionalities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

14.3. Usage prerequisites and constraints . . . . . . . . . . . . . . . . . . . . . 127

14.3.1. Full IP recording14.3.2. Recording through intrusion14.3.3. Recording through Double Calls Transfer (DAT)14.3.4. Technical characteristics

14.4. Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

14.4.1. WinPCap14.4.2. Services

14.5. Authorizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

14.5.1. Access to the application

14.6. Access to Recording visualisation . . . . . . . . . . . . . . . . . . . . . . . 133

14.7. D.A.T Recording or Intrusion Configuration. . . . . . . . . . . . . . . . . 134

14.7.1. Network Configuration14.7.2. Recorder automates settings

14.8. IP Recording Configuration : . . . . . . . . . . . . . . . . . . . . . . . . . . 134

14.8.1. Network Configuration réseau14.8.2. IP user's address

14.9. Recording rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

14.10. Other configuration and settings. . . . . . . . . . . . . . . . . . . . . . . 137

14.10.1. Sending email services14.10.2. Other settings

15• Open call configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

16• Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

16.1. User management administration . . . . . . . . . . . . . . . . . . . . . . . 141


16.2. System Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

16.3. Application parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

16.4. Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

16.5. Providers States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

16.6. Devices States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

16.7. Tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

16.8. Advanced administration and maintenance . . . . . . . . . . . . . . . . 149

16.8.1. Service verification16.8.2. Windows event analysis16.8.3. Installation backup16.8.4. Configuration and User Data backup16.8.5. All installation backup16.8.6. Troubleshooting

17• Appendices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

17.1. Server installation with Windows 2003 Server Standard SP2. . . . . . 156

17.1.1. Installing the IIS17.1.2. Server in a Workgroup and not a Domain17.1.3. Exchanger 2000 / 2003 Configuration17.1.4. Lotus Domino configuration17.1.5. DIIOP configuration17.1.6. Domain controller and access to Access directories

17.2. Remote MediaServer configuration . . . . . . . . . . . . . . . . . . . . . . 168

17.2.1. Overview17.2.2. Prerequisites17.2.3. Remote MediaServer service configuration

17.3. Language and culture codes . . . . . . . . . . . . . . . . . . . . . . . . . . 172

17.4. Icons nomenclatures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172


Definitions and abbreviations

TWS Telephony Web PortalTelephony Portal using Web services

Web Services Web Services (in French Services Web)Modular computer applications, based on the Web, using standard services and protocols.

PABX Private Automatic Branch eXchange.Private Branch eXchange.

NeXspan A5000 Range of PABXs proposed by AASTRA

DECT Digital Enhancement Cordless TelephonyDigital technology wireless sets.

IP sets i7xx Telephony over IP terminals interfacing with each other on the LAN (Ethernet interface)

i2004

i2052 (Software phone)

Telephone application on PC. This product can be used in CTI mode with a tele-phone set (M7xx or i7xx set) and in VoIP mode, thus transforming the PC into a telephone terminal.

PTx, PVi TCP/IP-X25 and voice over IP gateway card used for connection to a 10/100 Mbits Ethernet LAN.

CSTA Computer Supported Telephony ApplicationCommunication standard enabling telephone and computer applications to communicate in client/server mode. The connection with the server is via either an X25 or TCP/IP link.

VTI-XML VTI: Virtual Terminal Interface – XML: Extensible Markup LanguageProprietary communication protocol developed by AASTRA MATRA TELECOM.

ATPC3 Proprietary communication protocol developed by AASTRA, For Ascotel Intelli-gate IPBX

TCP/IP Transmission Control Protocol / Internet Protocol in French: Protocole de Contrôle de Transmission / Protocole InternetSet of protocols where the exchanges are based on IP addressing.

VoIP Voice Over IP (in French: Voix sur IP)Technology in which digitised telephone communications are sent in IP packets.

Syslog Application which logs the events of a system or service

AD Active Directory

PDC Primary Domain Controller

[ 1 ]


1. Overview

1.1. Introduction

TWS Server is a gateway for business telephony.

Perfectly integrated into your computer's IT and telephony infrastructure, it significantly opti-mizes productivity and increases services for users. It enables all the PBX functions to be accessed through Web Service instructions. It enables you to centralise management for tele-phony functions.

1.2. Architecture

1.2.1. Introduction

The TWS architecture is composed of the following items:

• A server which acts as a gateway between the telephony world and the desktop IT world.

• A PBX or network with a TCP/IP access.

• Client sets (a computer and a telephone set associated with each user).

• Telephone sets.

No applications need to be installed on the desktop PCs.

All types of telephone sets may be used: digital, analog, DECT, IP, "Soft Phone", etc. No modifi-cation of the workstation configuration is required.

Below is a list of external components which may benefit from TWS architecture:

• Customer databases• Task applications• Web applications• Exchange or Lotus Notes base• PBX database• Mobile applications• Microsoft components (Active Directory, domain controller, etc.)• LDAP directory

[ 2 ]


1.2.2. Standard configuration

The TWS server connects telephone elements (PBX, telephone sets) with IT elements (data servers, users' PC).

1.3. Functionnalities

1.3.1. Server

The TWS Server application is used to:

• Control the telephony using Web Services,

• Manage connections to other company directories (SQL, Exchange, LDAP, ODBC, Lotus),

• Manage the incoming and outgoing call logs for each user,

• Manage a reverse directory base,

[ 3 ]


• Manage directory access security,

• Define rights and services for user groups,

• Administer by remote (WEB),

• Manage the incident log.

1.3.2. Toolkit

TWS Toolkit is a development kit (API) based on Web Services. This kit lets you develop tele-phony functions completely transparently in your own applications. Specific documentation and tools are available on this CD-ROM.

1.3.3. Internet

TWS Internet lets you provide callback functions (double call transfer function).

Here are some examples of applications:

• "Call Back" buttons,• E-mail message with automatic callback button,• Telephony management for remote working

TWS Internet requires the development of Web applications, which means that you must have at least one TWS Toolkit license.

[ 4 ]


2. Server Installation

2.1. Configuration required

The configuration required depends on the number of users declared having access to the TWSservices. For small sites, a configuration based on Windows XP Professional may be enough (up to 5 users). However, for larger configurations, you need a server with Windows Server 2000 or Windows Server 2003.

2.1.1. Minimum configuration

Before installing TWS, check that the server configuration respects the following conditions:

• Operating system: Windows XP Professional, Windows 2000 Server SP4 (or later Service Pack), or Windows 2003 Server SP2, (Standard, Enterprise, Web Edition versions).

• Internet Information Services (IIS) version 5.0 and later. IIS is an option on Windows 2000 Pro, but is installed as standard on Windows 2000 Server. Cf. section below for Windows 2003 Server.

Information: See AASTRA ordering guide for details

• Windows 2003 Server requires an IIS configuration. The procedure is described in the appendix, Chapter "Installing Windows 2003 Server".

• The "Small Business Servers” version of Windows 2003 Server is not recommended as it brings with it several limitations. Refer to the Microsoft documentation for more explanation.

2.1.2. Estimation of the storage volume required

The standard installation requires a minimum disk space of around 400 MB. However, the disk space required may increase significantly according to the number of users, the volume of the directories, the type of application installed and the site's activity.

A storage area of 20 GB will be enough in most cases; here are the rules to assess whether a greater storage area is required:

• The database installed as standard with TWS Server, SQL Server 2005 Express, sets a limitation of 4 GB of data, which may represent a configuration of this type:

• A contact base (including all directories, private and public) with a total of between 250 000 and 500 000 entries, depending on the number of fields which are filled.

• For larger configurations, you can choose Microsoft SQL Server to avoid any limit on the database volume.

• The voice applications installed also increases the volume of data stored, at a rate of 1 KB per second of voice recording.

[ 5 ]


2.1.3. Environment

NT rights: Administrator rights are required to install and operate the TWS Server.

Domain / Workgroup: There are two possibilities for integrating TWS Server into the com-pany's network environment:

• Domain: In this case, the user rights are managed by the domain controller. The TWSServer must be registered in the domain.

• Workgroup: In this case, the users of each TWS client PC must be declared in the local database of TWS Server ”Windows users”.

DHCP: The use of a fixed IP address is mandatory for the TWS Server.

2.2. First installation

Caution: Check that IIS is installed and configured before beginning the installation. If you are re-installing TWS, follow the indications in procedure 2.3 Updating TWS Server.

Before launching the installation procedure you must connect as an administrator. Also check that the machine's name is definitive. The installation contains several sections; here are the components required:

• For a USB dongle, installation of the drivers provided on the CD-ROM.

• Installation of dotNet Framework v2.0, provided on the CD-ROM.

• Installation of SQL Express 2005.

• Installation of the TWS database.

• Installation of TWS Configuration, bringing together the configuration files.

• Installation of TWS Server, TWS Toolkit and any compatible applications (TWS Caller, TWS Alerter, etc.).

• Installation of a Syslog utility.

Caution: The installation must be carried out in this order. The CD-ROM provides additional components which may be necessary depending on the configuration, or optional.

2.2.1. Unsupported applications

TWS Server is installed with several services which may conflict with already existing applica-tions. Therefore, it is not advisable to have the following applications installed on the server receiving TWS Server:

• Install TWS server on PDC

• Microsoft Exchange Server

• Any web server using port 80 (Apache server, etc.).

[ 6 ]


First uninstall these applications before going further with the installation.

2.2.2. Installation

Insert the TWS Server CD-ROM.After a few seconds the screen below appears. If it does not, open the file install_twp.hta.

The installation menu appears:

Install the components by clicking on their names. The following chapters describe these installations.

[ 7 ]


2.2.3. System updates

• Windows 2000 Service Pack 4: If Windows Server 2000 is your operating system you must update it to Service Pack 4.

• Windows 2003 Service Pack 2: If Windows Server 2003 is your operating system you must update it to Service Pack 2.

• USB dongle driver: This driver is needed to recognise the TWS Server dongle if it is a USB dongle.

2.2.4. Installing the dongle

The Aladdin driver is requested on the server to detect the dongle.

• Click on Aladdin driver

• The installation procedure is automatic.

• Reboot after installation.

2.2.5. Installing Player flash

The player flash is requested on the server to access to the TWS administration.

• Click on Player Flash

• The installation procedure is automatic.

2.2.6. Installing the database

TWS Server uses a database managed by SQL Server express 2005.

The TWS Database package configures this database and installs some needed components like framework.net 2.0 if these components are not already installed on the system.

• Click on TWS Database: In the following screen, click on Next and enter the required information; otherwise leave the default options.The screen below shows the installation of SQL server express 2005.

[ 8 ]


• Click on Install

[ 9 ]


• The following screen appears:

• TWS database package, after SQL installation, starts automatically

[ 10 ]


• Click ”Next”

• Click “Next” or change the default installation directory.

[ 11 ]


• Click “Next” for standard installation don’t change any parameters in the form.

• Click “Install”.

[ 12 ]


• Click “Finish”:

[ 13 ]


2.2.7. Installing the configartion package

• Click on TWS Configuration. Then ”Next”

[ 14 ]


• Click “Next” or change the default directory installation.

• Click “Install”, this may take several minutes.

[ 15 ]


• Click “Finish”.

[ 16 ]


2.2.8. Installing the server package

• Click on TWS Server, then ”Next”

[ 17 ]


• Click “Next” or change the default installation directory.

• Click on “Install”,.

[ 18 ]


• Click on “Finish”.

2.2.9. Installing SYSLOG

TWS is compatible with Syslog. The Syslog system provides transport and archiving mechanisms for event messages.

The Syslog messages informs the system administrators about state changes of indicators con-cerning TWS Server.

The TWS Server CD contains a free Syslog software package: Kiwi Syslog Daemon.

[ 19 ]


• Click on Kiwi Syslog. Click on I agree if you accept the licence.

• Click on ”Next”

[ 20 ]


• Click on ”Next”

• Click on ”Install”.

[ 21 ]


• Click on ”Finish”.

The programme is installed, along with the shortcuts used to launch the programme.

2.3. Server update

2.3.1. Package update logic

The TWS Server installation contains three packages, which are installed in a precise order as described in the previous chapter. Therefore, any un-installation or update of one of the pack-ages must be part of a logic which is the opposite to the installation order, as described in the diagram below:

[ 22 ]


Therefore, the full reinstallation of TWS requires the following operations:

Uninstallation of the following packages:

1 - TWS Server 2 - TWS Config 3 - TWS Database 4 - SQL Express

Installation of the following packages:

1 - SQL Express 2 -TWS Database 3 - TWS Config 4 - TWS Server

2.3.2. Standard update

The CD-ROM provides the update from release 3.1.xxx release 3.1.yyy. Select the menu Update from release xxx on the installation interface on the CD-ROM. The packages have to be manu-ally uninstalled from the Windows Control Panel (select Add / Remove programs in the control panel). Here is the procedure to follow:

2.3.3. Complete reinstallation

Before beginning the installation, we recommend that you create a backup copy, for safety reasons, of the current configuration files. The TWS administration may also perform this backup (cf. 3.2.8.5 Tasks). The configuration files are contained in the directory: C:\program files\tws3\TWS_BD

Uninstall

1. TWS Server2. TWS Config3. TWS Database4. MSDE you must delete the folder "MSSQL$TWS3" at this located (by default):\Program Files\Microsoft SQL Server\

Delete all files in C:\program files\tws3

Then reinstall these components in the reverse order, as described also in chapter 2.3.1.

[ 23 ]


3. Minimal server configuration

3.1. Company and domain

The TWS Server can be shared between companies, which are completely independent from each other. Note: it is not possible to share resources between companies.

For each company, there is a concept of domain. A domain is a group of users who are in the same company with the same technical environment.

It is necessary to dispatch users to different domains when:

They are not linked to the same IPBX system.They are not connected to the same email / calendar server.

Some information could be shared from one domain to another:

• Directories.• Telephony presence.• TWS status• Calendar presence

3.2. Main steps to validate a standard installation

On TWS server desktop click the TWS_Admin shortcut. You should see the login form below in your browser.

To access the TWS administration page, browse to the following url:http://servername/TWS2/TWS_Admin/TWS_Admin.HTML

[ 24 ]


The default user is “tws” and default password “tws”.

Once user and password are entered, click go.

[ 25 ]


You enter in “BOOT MODE”

You can now create your first company and domain

[ 26 ]


To create a company, go to menu Global / Companies click on “+”

Enter the company name and click on “Save button”

[ 27 ]


To create a domain on this company, select Global / Domains

Select in the combo box the company in which you want to create your domain, and click on “+” button.

[ 28 ]


Enter the domain name and the map num length. This is the longest length of your internal phone number. Then click on “Save button”

Here we have created two domains on company ”First Company”:

”A5000” for users connected on A5000 IPBX”Ascotel Intelligate” for users connected on Ascotel Intelligate system

Then click on log out.

3.3. First domain configuration for standard installation

Select the company and the domain to configure.

[ 29 ]


Click ”go” to enter configuration.

3.3.1. Installing licences key file

Copy your licence key file on the desktop. Then select menu Security / licences.

Click on load licence and select your licences key file. You should see all your validated licences in this screen.

If no dongle number or no licence appears on the licences form, check if the windows service TWS2$TWS_GenericServices is started: if not, start this service and try again; otherwise, con-tact your support.

3.3.2. Creating the PBX link

Aastra family IPBX:

Select menu Telephony / VTI-XML connections. Click on “+” button and configure your link.

[ 30 ]


Fill the IP address of your IPBX, the default port for VTIXML is 3199 (never change this value), set the cluster/ site value if you want to configure more than one link, and the maximum mon-itored devices support on this link.

Click “Save button”.

Ascotel Intelligate family IPBX:

Select menu Telephony / Ascotel connection. Click on “+” button and configure your link.

[ 31 ]


Fill the IP address of your IPBX, the default port for ATPC3 is 1074 (never change this value), set the maximum monitored devices support on this link, and fill user name and password to use for this connection.

Only one Ascotel link is supported on one domain.

Click “Save button”.

[ 32 ]


3.3.3. Creating your first user

Select menu Users / Users and click on “+”

The Username is the Windows login, configured on the domain or on TWS Server.

Users’ Email is used by many TWS applications, in particular for calendar presence status man-agement, unified voice messaging, and private contacts. Ensure you fill it correctly.

The culture is required for displayed language in users’ applications.

The Voice Messaging password is the one in the PABX.

Enter the device number for this user and click on “Edit button”

[ 33 ]


See below an example of device on Aastra A5000 IPBX.

See below an example of device on Ascotel Intelligate IPBX.

[ 34 ]


3.3.4. Creating your first users group

Select menu Users / Groups and click on “+”

Enter the name for this group: “All” for example. And save

[ 35 ]


3.3.5. Adding your first user in your group

Select menu Users / Groups - Users

Select the group ”all” from the list box

[ 36 ]


Add the user to this group: select the user name administrator and click Add.

3.3.6. Providing authorization to Caller application

Select menu Users / Authorizations

[ 37 ]


In the upper right list box, select Applicationsin the bottom right list box select TWS Caller

Select group all and click “Add”, to ensure that every user in this group is allowed to execute the TWS caller application.

[ 38 ]


3.3.7. Starting Services

Select menu Tools / TWS Services

Click “Edit user”: you need to enter the credential of a Windows user who has the right to Start and Stop Windows services.

Click “save”

• Start TWS2$TWS_EventServices• Start TWS2$TWS_GenericServices • Start TWS2$TWS_ScriptServices• Start TWS2$TWS_ATPC3Services if you have a link to an Ascotel Intelligate IPBX

[ 39 ]


• Start TWS2$TWS_VTIXMLServices if you have a link to an Aastra NexSpan / A5000 IPBX

3.3.8. Testing the Caller

Click on “TWS_Loader” shortcut on the server desktop. The caller should start and you should see in the title bar your username and your phone number.

Now you are ready to test your first call. (see TWS caller user guide).

[ 40 ]


4. Administration

4.1. Pbx link

4.1.1. NexSpan and A5000 link

In order to control the subscriber telephony functions, the TWS server establishes CTI supervi-sion links with the NeXspan or A5000 PBX multisite. Depending on the subscribers and the intended usage, there may be two types of protocol: CSTA (standard ECMA) and VTI-XML (AAS-TRA proprietary).

TWS may establish a CSTA link and several VTI-XML links at the same time with a multisite PBX per domain. Each link multiplexes the supervision of several subscribers. Each link is limited in the maximum number of permanent supervisions according to its type and the characteristics of the PBX connection.

Caution: Consult the LCI AASTRA MATRA TELECOM to find the technical constraints related to the link capacities, according to the NeXspan/A5000 software releases as well as their inter-face boards.

In order to be able to serve a large number of users, TWS implements a multiple VTI-XML link mechanism which enables to cumulate each capacity.

Caution: Only one link is enough when the total number of VTI-XML subscribers supervised does not exceed the capacity of a link and the architecture is monosite or multisite / mono centre.

Several links must be created when the total number of VTI-XML subscribers supervised exceeds the capacity of a link or the architecture is multisite / multi centre.

The algorithm for allocating subscriber supervisions to the VTI-XML links operates according to several modes:

• Explicit mode: for each link, the administrator designates cluster sites for which the subscribers must be supervised by this link.

• If several explicit links are possible for a given cluster site, TWS distributes the supervisions by filling the least loaded links first

• If all the explicit links are saturated, the supervisions overflow to other links by filling the least loaded links first

• Implicit mode: When the cluster site is not associated explicitly with a link, TWSdistributes the supervisions by filling the least loaded links first.

These two modes may be combined: a part of the cluster sites is associated explicitly with a link and the rest is associated dynamically.

Each link is defined mainly by:

[ 41 ]


• The IP address of the connection site• The cluster site(s) associated explicitly with the link• The maximum capacity of the link

Link configuration:

The configuration of the different links must respect the following engineering principles:

• The capacity of a link must not exceed the maximum capacity of the connection site (cf. LCI AASTRA)

• The list of cluster sites on the link must contain at least the cluster site of the connection site

• At least one link must be created in each centre of a multi centre.

• It is recommended that you create a link to each cluster site with an IP board which supports VTI-XML

• The allocation of the cluster sites must favour a "shortest IP path" routing

• In the case of a supervision "transit site", the allocation of cluster sites must favour the sites which have the highest connection capacity.

Before you configure the different links you are recommended to fill in a table which enables the link and the subscriber's cluster site to be associated clearly.

Here we see that:

• Each centre has a link• Sites 1, 2 and 3 are supervised with the "shortest IP path"• Link 2 which is connected to site 3 enables the supervision of sites 3 and 4 to be routed.

Information: The VTI-XML connection with the PBX section indicates the procedure to follow to configure the links.

Link 0 Link 1 Link 2

Center 1 2 3

Cluster Site 1.1 2.1 3.1

Capacity 500 250 200

IP address IP address 1 IP address 2 IP address 3

Cluster Site Center

1.* 1 500

2.* 2 250

3.* 3 100

4.* 3 100

[ 42 ]


The PBX connection state and Set state sections are used to check the allocation of the links with the supervisions.

VTIXML Link creation:

VTIXML link is used to monitor any device type except I2052.

Select menu Telephony / VTI-XML connections and click on “+” button

By default you only need to fill in:

• the IP address of the IPBX, • the Site.Cluster if you want to create more than one link, • the capacity (see LCI).

Click on “save” button.

Information: You must restart the VTI-XML service if you make any changes)

CSTA Link creation:

CSTA link is used to manage simple forward rules (see Caller user guide), or I2052 phone with a TWS Caller.

Note: Only one CSTA link is allowed by domain.

[ 43 ]


Select menu Telephony / CSTA connections and click on “+” button

By default, you only need to fill in:

• the IP address of the IPBX, • the CSTA port (the default is 3211 in non delimited mode): this port must be unique in a multisite and dedicated to only one application (see AAstra specification for CSTA link),

• the PBX type “A5000/NexSpan”• the capacity (see LCI)• UserName/Password are not used in this case.

Click on “save” button.

Information: You must restart the CSTA service if you make any changes

4.1.2. Ascotel Intelligate link

In order to control the subscriber telephony functions, the TWS server establishes CTI supervi-sion links with the Ascotel Intelligate.

Note: Only one ATPC3 link is allowed per domain.

[ 44 ]


Select menu Telephony / Ascotel Intelligate connections and click on “+” button

Fill in:

• the IP address of your IPBX, • the default port for ATPC3 is 1074 (never change this value),• set the maximum monitored devices support on this link, • username and password to use for this connection.

Caution: Consult the LCI AASTRA to find the technical constraints related to the capacities of the links, according to the Ascotel Intelligate model and software releases as well as their interface boards.

Information: You must restart the ATPC3 service if you make any changes

[ 45 ]


4.2. Dialling plan management

Select Telephony/Dialling plan.

On the left part you define the global rules.

International prefix: prefix used for international calls. Local country prefix: International prefix for the installation country, e.g. 33 for France. External prefix: prefix used to make an external communication.

Add incoming: characters set to add to incoming calls.Remove incoming: characters set to remove from incoming calls.Add outgoing: characters set to add to outgoing calls.Remove outgoing: characters set to remove from outgoing calls.

Internal length: is the maximum length of your internal phone number.Internal reverse length: is the length used to resolve incoming call.Internal pattern: not usedOn the right part you define specific rules for your dialling plan (by default some standard rules are created).

[ 46 ]


To Add a specific rules to your installation click on “+” button.

Priority: is the priority of the rules, the rules are tested from the lowest priority to the highest, the first one found is played

Pattern: character string to be replaced

Value: character string which replaces the pattern

You can modify a number according to criteria

For example:

• the "+" character will be replaced by "00’the string "361*" will be replaced by "0361*’

The rules are processed in order, from top to bottom. As soon as a rule is taken into account, the following rules are ignored.

4.2.1. Standard rules provided:

• Any non-numerical character is deleted, except for +, #, * when they are the first character"+33(0": is transformed into 00 (therefore +33 (0) 123456789 becomes 00123456789)"+330" : is transformed into 00"#" : is transformed into " # " (therefore no transformation, used for facilities)."*" : is transformed into " * "(therefore no transformation, also used for facilities).

Particular cases: Any number which begins with the international prefix + the national code (i.e. 0033 or +33) will be replaced by the network prefix + national code ("+33155171889" will become "00155171889’).

The dialling transformation algorithm is as follows:

[ 47 ]


The first operation involves detecting whether a rule is applicable:

Two cases:

• No rule is found. In this case, if the number is larger than the length of the dialling plan, the external network prefix is added; otherwise, the number is returned as it is.

• A rule is applicable; two cases are possible:

• The number starts with a ”+”. The transformation is applied then the network prefix is added if necessary. For example: +3912334477 -> 0 00 3912334477

• The number does not start with a ”+”. Only the dialling transformation is applied. For example: if we have the rule: pattern = 3611 value = 03611, the dialling of 3611 will become 03611 but the external network prefix will not be added in this case.

Specific processing of the * character in the pattern:

• If the pattern does not contain ” * ”, only the number which is strictly equal to the pattern will be transformed: if we take the example of 3611 above again, 3611 will be transformed into 03611 but 3611789 will not be affected by this rule and will be transformed into 03611789 with the 0 related to the application of the external network prefix but not the application of the rule.

• If the pattern ends in ” * ” , all the numbers which start with the pattern preceding

” * ” will be modified:

• Eg for the pattern 361* and value 0361, all numbers starting with 361 will be transformed into 0361… (3612 -> 03612, 3615 -> 03615).

• Eg for pattern 9100* and value 91, the number 910044557788 will be transformed into 91 44 55 77 88.

Note: For numbers which do not start with +, the network prefix will not be added.

[ 48 ]


4.2.2. Extended rules

It is possible to define rules based on regular expressions.

In the screen shot above, the rule (which has a priority of 35) is a regular expression:

This rule turns +42(0)134344034 into 0042134344034. It adds the international prefix and removes the national ‘0’ prefix.

Model details:

[\+?([0-9]{2,3})$[0-9]$]

The model’s square brackets informs TWS that it is a regular expression.[\+?([0-9]{2,3})$[0-9]$] -> +42(0)134344034

Règles Longueur du Plan de Numérotation

(ajout du préfixe réseau si numéro> longueur )

Numéro

Brut OUI

Numéro Transformé

NON

Le numéro commence par

un + OUI

NON

Le modèle contient une

*

OUI

NON

Application de la règle, ajout de 00

Application de la règle sur le motif

Application de la règle sur le numéro

entier

Diagramme de transformation du numéro

[ 49 ]


The ‘+’, a special character used in regular expressions, is preceded by a ‘\’ to show that the expression will search for a ‘+’ in the string. The ‘?’ indicates that the expression will search for one or zero ‘+’. The rule thus treats numbers such as +42(0) and 42(0) etc...

[\+?([0-9]{2,3})$[0-9]$] -> +42(0)134344034

[0-9] represents a digit. {2,3} indicates that the expression will search for two or three digits. Together, these two parts search a string of 2 or 3 digits. The brackets signify that we keep the value to re-use later on.

[\+?([0-9]{2,3})$[0-9]$] -> +42(0)134344034

The characters ‘(‘ and ‘)’, special characters used in regular expressions, are preceded by a ‘\’ to indicate that the expression will specifically search for ‘(‘ and ‘)’. [0-9] represents a number. This parts together thus searches for a number in parentheses.

Details of the value : 00$1

‘$1’ will be replaced by the captured value (see Model details)

In our example, our rule replaces +42(0) by 0042

For more details on regular expressions:http://msdn.microsoft.com/fr-fr/library/hs600312(VS.80).aspx

4.3. Users Management

Users can be created manually or imported from databases.

4.3.1. Creating users manually

Users can be created manually. See section 3.3.3

4.3.2. Importing users

In TWS 3, you can synchronize your TWS users with an external database. This will help you to create a large number of TWS users in very short time.

To import users, select menu Users/Import users and click “+” button.

There are 3 import types:

• NeXspan, which connects to the internal NeXspan directory• Ascotel Intelligate• LDAP which allows to connect to an AD (Active Directory) or an A5000

Note: The Import process is one way only from the external directory to the TWS users direc-tory.

[ 50 ]


There are also different synchronization types:

• SYNCHRO_FUL: Create new users, update existing users, delete users• SYNCHRO_IU_DISABLE: Create new users, update existing users, disable deleted users.

• SYNCHRO_INSERT_UPDATE: Create new users and Update existing users• SYNCHRO_UPDATE: Update existing users

4.3.3. Importing users from NexSpan directory

In the import type list box, select “NEXSPAN”

• Description: description of the import link

[ 51 ]


• Host: Ip address of the IPBX from which internal cards can be imported• Port: 3203, this the default port for Nexspan IPBX directory connection• Password: usually “EXP”• Protocol: default CTI protocol to use when users are created• Media protocol: None for CTI, TWS for SoftPhone.

4.3.4. Importing users from A5000 LDAP database

In the import type list box, select “A5000”

All standards fields are pre filled. You need to set:

[ 52 ]


Required data:

Information:

• Description: description of the import link• Host: Ip address of the IPBX from which internal cards can be imported• Port: 389, this the default port for A5000 IPBX directory connection• Username: usually “cn=Manager,dc=DOMAIN,dc=com”• Password: usually “secret”

Fields: don’t change the default pre filled fields.

Connection: ConnectionString: Base DN usually “ou=people,ou=local,o=AAS-TRA,dc=DOMAIN,dc=com” ou=local could be changed when A5000 is installed

Filter: (objectClass=peoplerecord) : It is not recommended to change this field unless you are an advanced user.

[ 53 ]


4.3.5. Importing users from Ascotel Intelligate IPBX users

In the import type list box, select “Ascotel”

The TWS2TWS_ATPC3Services should be started to import users.

Description: description of the import linkFields: can invert the order firstname / lastname.Protocol: default protocol to use when users are created (ATPC3)Media protocol: None for CTI.

[ 54 ]


4.3.6. Importing users from LDAP

In the import type list box select “LDAP”


Required data:

Information:

• Description: description of the import link• Host: Ip address of the LDAP server• Port: 389, this the default port for LDAP connection

[ 55 ]


• Username / Password: credential for the LDAP connectionFields: Map LDAP field and TWS fields: depend of the LDAP schema.

Connection:

• ConnectionString: Base DN of your connection• Filter: LDAP filter for the search request)

4.3.7. Importing users from Active Directory

In the import type list box, select “AD”

[ 56 ]



Required data:

Information:

• Description: description of the import link• Host: Ip address of the DC server• Port: 389, this the default port for DC connection• Username / Password: credential for the DC connection

Fields: Standard AD field is pre filled, you can add private fields schema.

Connection:

• ConnectionString: Base DN of your DC connection• Filter: LDAP filter for the search request

4.3.8. Importing users form

Allows to create a new import

Allows to edit an import

Allows to delete an import

[ 57 ]


To activate synchronization, click on one of the Synchro button

Once synchronization is finished, a report is published.

If you drag the mouse over the results, the details of the synchronization appear:

• Created: number of new users added.• Updated: number of updated users.• Ignored: number of users which could not be added.

Warning: user import is linked to TWS2$TWS_GenericServices service, which has to be always started. If the service is stopped, it is then impossible to start synchronization (See below error message).

4.3.9. Group management

General management

Choose Users / Groups menu.

[ 58 ]


The groups are containers which are used to group together users who have common charac-teristics. These groups will then be used to define access to applications, services, logs, etc.

To create groups, see section 3.3.4

User management

Choose Users / Groups-Users. This menu is used to define the users included in the groups defined in the last menu.

From the upper right combo box, you can select the group to manage. On the left list box, you can see all users that are not already in the selected group.The left upper list box gives you the facility to filter users.

To add a user in a group:

• Select the group on the upper right combox box• Select one (or more users with ctrl key) and click ”Add>”

4.3.10. Authorizations management

Authorization form is the central form used to manage all objects / users / groups rights on TWS server.

[ 59 ]


To manage rights, select menu Users / Authorizations

Applications authorization

The example below shows the authorization for TWS Caller application.All users in the groups ”All” can execute TWS Caller.

Object type to manage

Domain List

Select objectto manage

List of groups or users in the select domain

Select

groups

of users

to manage

[ 60 ]


Device authorization

The example below shows the authorization for device “6001”.The administrator has the right to monitor device 6001. Users are automatically authorized to monitor their own device

Directories authorization

[ 61 ]


The example below shows the authorization for directory ”Public” on domain “A5000”.Group ”All” on domain “A5000” has the right to see the directory “Public” on “A5000” domain.

Directories can be shared between domains.See below a cross-domain authorization.

[ 62 ]


All users in group ”Support” on domain “Ascotel Intelligate” have the right to see the directory “Public” on “A5000” domain.

Intercom groups authorization

[ 63 ]


The example below shows the authorization for intercom group “Support” on domain “A5000”.All users in group ”all” on domain “A5000” have the right to see the telephony presence of users in group “Support”.

Intercom groups can be shared between domains. See TWS Caller Administration for details

Phone queues authorization

The example below shows the authorization for the phone queue “Support” on domain “A5000”.

[ 64 ]


All users in group ”Commercial” and ”Support” on domain “A5000” have the right to see the queue “Support”..

Phone queues can’t be shared between domains. See TWS Caller Administration for details.

Call log authorization

[ 65 ]


The example below shows the authorization for call log of user “u21103” on domain “A5000”.All users in group ”Support” on domain “A5000” have the right to see the call log of user “u21103”.

Call log can’t be shared between domains. See TWS Caller Administration for details.

4.4. Media Server Configuration

For applications which require broadcasting or recording of audio and video messages, you need to declare audio and video resources.

Applications using audio channels are the following:

• TWS AudioShare• TWS Rules• TWS VideoShare• TWS @Messaging• TWS Recorder

4.4.1. Creating Audio and video channels.

Remark: For IPBX within the Intelligate family, audio and video channels use PBX SIP resources. For IPBX A5000 audio and video channels use VTIXML devices.

In order to declare audio and video channels for an application from TWS administration, select the application relevant menu:

[ 66 ]


• TWS AudioShare• TWS Rules• TWS VideoShare• TWS @Messaging• TWS Recorder

The following configuration window is opened (In the example below, parameters setting for TWS Rules)

• 1.Select the encoding rule you want to use: by default G711 A / Mu encoding rule is recommended.

• 2.Click on the edit button to configure Audio channels

[ 67 ]


The following form is opened:

Click on "+" to create the audio channels, each being repre-sented from an IPBX point of view by a SIP device.

The example below will create 5 SIP channels starting from the number 3000.

• For IntelliGate choose SIP as protocol• For A5000 choose VTIMXL as protocol

The media protocol has to be chosen depending on the acquired media licenses:

• TWS for layers integrated into the TWS server,• HMP for using dialogic HMP layers.

The media protocol configured has to be the same for all applications.

Click on the button " Save "

[ 68 ]


The following window lists created channels.

Then click on " Close "

The following form summarizes the created channels configuration:

[ 69 ]


The fields Subject, From, Template, Web root, Web directory, are to be filled for TWS applica-tions @Messaging and recorder only. (See the Administration section for these applications).

Once channels have been created, you need to fill the SIP password that will be used by the TWS server for recording these channels in the IPBX.

For the latter, select the " Telephony/Device " menu

[ 70 ]


Select all channels and define the password

Then save the parameters.

4.4.2. AudioShare, Rules and @Messaging Configuration

Authorizations: The details on how to provide authorizations to TWS AudioShare or TWS Rules application is described in section 4.3.7 Managing authorizations

Audio channels Settings: Dedicated audio channels settings are described in section audio channel creation above.

TWS @Messaging specific parameters settings: Select the " Application " then " TWS Mail " menu

[ 71 ]


Set the following fields:

• Subject: subject of the email sent to the user upon recording of a voice message.

• From: email address used to send the message.

• Template: template used for the message (change its value only upon recommendations from the publisher).

• Web root: change HTTP://TWSSRV to >HTTP://TWSServerName.

• Web directory: Leave the default value, unless recommended by the publisher.

[ 72 ]


To finish the configuration, you need to set a TWS Caller parameter (vmNumber) as below: vmNumber is the group number of the SIP device.

Remark: To check if the configuration is working fine, just call one of the SIP device or the group and see if the application takes the call and plays a voice message.

4.4.3. Creating audio channels for IntelliGate

From the IPBX administration interface, go to terminal management and create channels as above:

[ 73 ]


The device number will be used as SIP user name, and the SIP password needs to be defined as in TWS configuration.

The example blow shows the configuration for 2 SIP audio channels number 41 to 42.

[ 74 ]


For TWS Rules, TWS Recorder, TWS @Messaging applications, you need to place their SIP chan-nels in a cyclic group dedicated to each application: Below the group number 860 has 2 SIP channels (41,42).

Fields Description:

• From: contact used to send the Email to the user

• Web Root: change HTTP://TWSSRV to >HTTP://TWSServerName

[ 75 ]


To finish the configuration, you need to set a TWS Caller parameter (vmNumber) as below: vmNumber is the group number of the SIP device.

Remark: To check if the configuration is working fine, just call one of the SIP device or the group and see if the application takes the call and plays a voice message.

[ 76 ]


5. Caller configuration

5.1. Minimal configuration

To run a TWS Caller you need at list to declare:

• CTI link• Users• Groups• Give authorization on TWS caller Application

See chapter 4.2 for these steps.

5.2. Advanced configuration

5.2.1. User directory

This directory represents the TWS users list. It is mandatory to be in this directory to have all TWS Caller functionalities.

TWS caller users can add other TWS users in their contact list from this directory (see TWScaller user guide).

Assuming a TWS contact is a TWS user, specific information and actions are available:

• view Telephony presence• view TWS status• view Calendar status• actions like send emails, SMS...

To create this directory select on the administration menu: IT Management / Directories, then click on “Add directory”.

There is nothing specific to declare. It is recommended to set high frequency synchronization (around 30 minutes) to allow TWS users to have an up-to-date TWS users directory.

[ 77 ]


Each time TWS users are created or modified, you can do a manual synchronization (see direc-tory management) to apply the change and allow TWS users to see updated information in their application.

5.2.2. Creating and managing directories

In TWS administration, select IT then Directories

[ 78 ]


A table opens including the different connections to directories already configured.

5.2.3. Synchronization

To synchronize a directory, click on the relevant Synchro button.

Although many synchronizations can be started together, only 2 will be executed at the same time, while others will be put on hold.

[ 79 ]


When synchronization is completed, a report is published.

5.2.4. Creating a directory connector

The creation of a directory is done in 3 Steps:

• Creation of the directory connector• Filling the fields• Synchronization configuration

To create a directory click on « + » button

[ 80 ]


Connector tab:

You need to set several information in this directory form depending on which directory connector you are creating.

DirectoryName: Directory description

[ 81 ]


DirectoryType: Allows to enable or dis-able a directory.

SAMPLE: Disable the directory, which will not be able to be synchronized.TWS: Make this a public directory.PRIVATE: Make this a private directory.

Directory priority: This value allows TWS to select upon several connected directories where the calling or called number would be available. TWS will display from the directory with the lowset priority.

Example: A contact exists at the same time in the Exchange, SQL and LDAP directories, defined in TWS Server. If a record is displayed with TWS Alerter, the directory with the lowest value priority will be used to display the additional information (identity, company, link to a record, etc.).

DirectoryServerType:

Directory connector can be configured for

• Exchange: MS Exchange server 2000 / 2003 / 2007 • LOTUS: Lotus domino server version 7 / 8• LDAP: any LDAP server• NeXspan / A5000: IPBX directory• Ascotel Intelligate: Ascotel Intelligate users directory.• ODBC: ODBC database• OLE DB: LODB database• SQL: SQL server Database• TWS: TWS users directory

Remaining fields are used for the creation of the directory connector depending on the directory connector type.

[ 82 ]


Fields tab:

The fields below match with directory fields’ names.These fields are used to map internal TWS directory fields to the external directory.

Directories synchronization tab:

[ 83 ]


There are 3 types of directory synchronization.

• Manual, to synchronize a directory only by clicking on the Synchro button.

• Automatic, to activate synchronization every day at a predefined time. To configure synchronization time, select « System Parameters », search for the option timeSynchronizationDirectories and change the default value. Warning: the valid format for the value is mm:ss (see advanced parameters settings)

• High frequency allows to activate a regular synchronization. You can choose frequency in minutes or hours.

5.2.5. Creating a directory

See section 6.2.1

[ 84 ]


5.2.6. LDAP connector creation

The required fields are:

• ConnectionString: Base DN of the connectorexample: ou=people, ou=local, o=ARDA, dc=domain, dc=com

• Host: IP address or LDAP server name.• Port: LDAP server port number. (389 by default)• User: User name.• Password: Password.

Fields tab:

[ 85 ]


In the Fields section, you need to add the name of LDAP fields. important: You need to fill the names in lowercase.We recommend to use an LDAP viewer to retrieve the field’s names.

Below an example of the fields mapping on Active directory:

Advanced tab:

In this tab you can add advanced parameters for LDAP connection.

• Page size: number of rows returned in one query• Size limit: maximum rows returned by the LDAP server• Filter: LDAP filter applied to the search request

[ 86 ]


.

5.2.7. ODBC Directory creation

To create an ODBC connector, you need first to configure an OCBC data source on your Win-dows system. See first appendix ”ODBC configuration”.

[ 87 ]


Create a new directory connector and select ODBC as directory type:

Connection string:

By default you can set this field as: DSN= Your OBDC windows name connector.Example of other possible connection strings:

MySQL:Driver={mySQL};Server=myServerAddress;Port=3306;Option=131072;Stmt=;Data-base =myDataBase; User=myUsername;Password=myPassword;

AS/400:Driver={Client Access ODBC Driver (32-bit)};Sys-tem=my_system_name;Uid=myUsername;Pwd=myPassword;

[ 88 ]


Excel: Driver= {Microsoft Excel Driver (*.xls)},Dbq=C:\Annuaires\Annuaire.xls;

Table: fill the name of the table in which TWS needs to retrieve the information.You can also create the connection string without the data source administration.

5.2.8. Samples of ODBC connectors

Example of an Excel Directory:

ConnectionString: Driver= {Microsoft Excel Driver (*.xls)},Dbq=C:\Annuaires\Annuaire.xls;

[ 89 ]


Table: [ListeGlobale$] Name of the Excel file (Do not forget to add $ at the end between brackets.

Example of a CSV Directory:

ConnectionString: Driver={Microsoft Text Driver (*.txt; *.csv)};Dbq=c:\;

[ 90 ]


Table: Annuaire.csv (name of CSV file)

Warning: File name should not contain special characters.

Example of an Access directory:

[ 91 ]


ConnectionString: Driver={Microsoft Access Driver (*.mdb)};Dbq=C:\Annuaires\Aas-tra.mdb;Uid=Admin;Pwd=;

Table: Contacts

5.2.9. Exchange public directory creation

See first appendix ”Exchange server configuration”.

Connection string:It is the URL to reach this Exchange directory, TWS supports http and https URLs.The URL is usually like: http://exchangeservername/public.

[ 92 ]


If you want to limit contacts to one directory, add the name of the directory at the end of the connection URL: “http://192.168.0.1/public/commerce” and uncheck ”All Contact”.

User /password: this the credential used by TWS to connect to the Exchange server. This user should have the right to read the Exchange directory.

All Contacts: The field ”AllContacts” allows to search all contacts in sub-directories.

Fields tab:

For Exchange directories, fields are pre-filled. However, you can add fields in the private fields’ cells (Private1, Private2 …).

[ 93 ]


10 private fields can be used, from Private0 to Private9. These fields may be configured with a manual edition of the directory.

See below an example of Exchange fields that could be used:

• givenName = first name• sn = last name• o = company• telephone number• mobile = mobile phone• homePhone = personal phone• organizationmainphone = main company number• account = account• authorig• bday = birthday• businesshomepage = company home page (url)• callbackphone• customerid = customer identifier• departement = department • email1 = E-mail 1• email2• email3• employeenumber = employee's set number• facsimiletelephonenumber = fax number• ftpsite = ftp site • homeCity = person's city• homeCountry = employee's country• homefax = company fax• homephone2 = personal phone 2• telephonenumber2 = phone number 2 • office2telephonenumber = employee's set number 2 • othermobile = other mobile phone number• otherTelephone = other phone number• pager = pager

Information: Always position the prefix urn:schemas:contacts:.E.g. urn:schemas:contacts:mobile

[ 94 ]


5.2.10. Exchange private directory creation

Exchange private directory creation is similar to public directory. Just pay attention to set DirectoryType to PRIVATE to let TWS know that the directory is pri-vate.

Connection string: It is the URL to reach this Exchange directory, TWS supports http and https URLs. The URL is usually like: http://exchangeservername/exchange..

User /password: this the credential used by TWS to connect to the Exchange server. This user should have the right to read all the Exchange mail box private contacts.

To be able to import private contacts for a TWS user, make sure that his email property field is set to his Exchange email address value.

All Contacts:The field ”All Contacts” allows to search all contacts in sub-directories.

[ 95 ]


5.2.11. Public Lotus connector configuration

See first appendix lotus Domino server configuration.The configuration of a public lotus directory is similar to an LDAP directory.

5.2.12. Private Lotus connector configuration

• Host: Name or IP address of the Lotus server• Port: Lotus server Port (default 389)• User: Name of the Lotus administrator• Password: Lotus administrator password

[ 96 ]


To know the different fields to fill in the Fields section: In Lotus Notes, select a contact, right click and select properties, in the second section, you will find the list of fields to be used.

5.2.13. Telephony presence on A5000 / NexSpan

The telephony presence service enables TWS users to supervise the state of the calls for other subscribers on the telephone system. The services offered via the TWS Caller application are:

• Display of the line state (free, ringing, busy)• Pic-up of a ringing call

5.2.14. By device supervision key

If you add supervision keys on your phone device, these keys are automatically used by TWSserver to send telephony status to TWS Caller. No specific configuration is needed.

5.2.15. By shared virtual device (Intercom group) on NexSpan / A5000

The TWS Intercom groups are used to broadcast the telephone states of the PBX subscribers supervised by the cabinet sets.

• The PBX Intercom groups may be different from the TWS Intercom groups.

• The TWS users who belong to a TWS Intercom group may supervise and intercept calls from all telephony subscribers associated with their TWS Intercom group.

• The telephony subscribers supervised are not necessarily TWS users.

• The TWS users who belong to an Intercom group must be supervised in VTI-XML. Supervision is only possible for the sets which use the VTI-XML protocol.

Configuration is required on the PBX to define the PBX Intercom groups. The function of the cabinet sets, configured within the PBX is to provide supervision keys. Each cabinet set allows maximum 64 keys to be created. A TWS Intercom group may group together several cabinet sets to provide more than the 64 supervision keys available (configuration in TWS Server enables the cabinet set groups to be managed).

[ 97 ]


Information: For the creation of PBX Intercom groups, cabinet sets and supervision keys, refer to the NeXspan documentation.All the subscribers supervised by the cabinet set must be in the same PBX Intercom group.

On NexSpan, the cabinet sets must be a numeric device with the following right: “can be not connected”On A5000, it is better to use VTI/XML IP device.

Intercom group creation:

Open the Telephony scrolling menu and click on Intercom Groups.These groups contain users who may be added in the Intercom Users menu.

[ 98 ]


To create a group click “+”

Enter the name of the intercom group and click “Edit”.

[ 99 ]


Click on “+”

• Define the first directory number in the ”Number” edit box for the cabinet sets which makes up the Intercom group.

• Define the number of sets to be included in this group with “Duplicate” field, given that the sets must be immediately consecutive (here 4728,4729 for the Intercom1 group). Each set authorizes 64 keys, so in our example the support group authorizes 64 supervision keys, the Intercom1 group authorizes 128 (and so on by adding 64 keys per cabinet set).

• Save the configuration.

• Restart the VTI-XML service. Cf. paragraph TWS services.

[ 100 ]


5.2.16. Telephony presence (Intercom group) on Ascotel Intelligate

The TWS Intercom groups are used to broadcast the telephone states of the PBX subscribers supervised by TWS server.

• The TWS users who belong to a TWS Intercom group may supervise and intercept calls from all telephony subscribers associated with their TWS Intercom group.

• The telephony subscribers supervised are not necessarily TWS users.

• The TWS users who belong to an Intercom group must be supervised in ATCP3.

Intercom group creation:

Open the Telephony scrolling menu and click on Intercom Groups.These groups contain users who may be added in the Intercom Users menu.

[ 101 ]


To create a group click “+”

Enter the name of the intercom group and save.For Ascotel Intelligate there is no need of configuring virtual device: leave Device(s) field empty.

5.2.17. Intercom group authorization

Open the Users scrolling menu and click on Authorizations.

[ 102 ]


Select Intercoms groups on the object type combox box.Select the intercom groups on which you want to set the authorizations.Set users or groups who should be on the same intercom group.

On the example above, a user in ”Commercial” group or in ”Support” group, can see the tele-phony presence of all users in these groups.

Warning: On Ascotel Intelligate, in order to see the telephony presence of a user, the latter should have launched his own TWS Caller at least once.

5.2.18. Calendar status

TWS server allows users to see the calendar status on their contacts list (see TWS Caller user guide).

Exchange connector

Open the IT Management scrolling menu and click on Collaboration and then click on “+”.

Set the Url to your Exchange server: http://server_exchange/exchange/ or https://server_exchange/exchange/ depending on your Exchange server configuration.

Set the credentials used to connect to the Exchange server: this user should have the right to read the calendar of the TWS Users.

In order to be able to see the calendar status of a TWS user, make sure that his email prop-erty field is set to his Exchange email address value.

[ 103 ]


See Exchange server configuration for TWS.

Lotus connector

Open the IT Management scrolling menu and click on Collaboration and then click on “+”.

Set the IP address or server name of your Lotus Domino server.

Set the credentials used to connect to the Domino server, this user should have the right to read the calendar of the TWS Users.

To see the calendar status of a TWS user, make sure that his email property field does contain a valid (SMTP) email address.

See Domino server configuration for TWS.

5.2.19. SMTP Server

To allow TWS users to send email via TWS caller, it is necessary to set the SMTP server address.

[ 104 ]


Select menu Applications / Applications Parameters:Select TWS Caller Application, search “smtpserver” parameter and set the server name of the smtp server used by TWS to send Emails:

5.2.20. SMS Server

To allow TWS users to send SMS via TWS caller, it is necessary to set the SMS provider.

[ 105 ]


Select menu Telephony / SMS provider:

TWS uses the standard “SMPP” protocol to send SMS. It could be connected to any provider who complies with this protocol.

[ 106 ]


5.2.21. Call log authorization

With TWS Caller, users can share their call log.To allow a user to see the call log of someone else, select menu Users / Authorizations. In this

example bellow, all users in ”Commercial” group can see the administrator call log.

• Select Call log on the object type edit box• then select the user who want to share his call log• select the group or users or should see this user call log and click “Add”

[ 107 ]


6. Alerter configuration

Select menu Application / ParametersSelect TWS Alerter application

To set parameters see "Set Application parameters".

Each parameter has a default value set during installation. It can be changed.

It is feasible to specify a value per user, group or particular domain. In this case, this value will replace the default user, group or domain value.

'AlerterWidth' parameter: This parameter specifies the Alerter window width in pixels.

'AlerterHeight' parameter: This parameter defines the Alerter window height in pixels.

'SWFAlerter' parameter: This parameter configures the flash module displayed to user.

Tree possible values:

• "TWSAlerterBase.swf

• Displays phone buttons (Answer, Divert)• Displays users information (personalized)• Displays available action buttons (cf action log, add a note,…).

• "TWSAlerterMulti.swf

[ 108 ]


• Displays a record for each contact found in the TWS directories• The content of each record is similar to TWSAlerterBase.swf

• "TWSAlerterHTML.swf

• Displays an HTML page chosen by the administrator.• Allows a simplified navigation (Previous, Next, Refresh)

'XMLAlerter' parameter:

This parameter is used when the 'SWFAlerter' parameter is set to 'TWSAlerterBase.swf'.

It contains the name of the XML file used to personalize the display of users information.It is located in "C:\Program Files\TWS3\TWS_Web\TWS_Config\TWS_Alerter\"

There are 5 files already created during installation:

• MiniFicheBasic.xml

• Displays contact lastname, firstname, and company name.

• MiniFicheExchange.xml

• Displays contact lastname, firstname, and company name.• Displays a link to the contact card in Microsoft Exchange

• MiniFicheExchangeImage.xml

• Displays contact lastname, firstname, and company name.• Displays a link to the contact card in Microsoft Exchange• Displays the contact pictures available in Microsoft Exchange.

• MiniFicheExe.xml

• Displays contact lastname, firstname, and company name.• Displays a link to open an executable

• MiniFicheUrl.xml

• Displays contact lastname, firstname, and company name.• Displays a link to an specified web address

You can edit the web address and the executable to open in the XML file.

In the XML file, each field delimited by '[-' and '-]' is replaced by the caller information.

Available fields are:

• [-Lastname-] : replaced by the caller's lastname• [-Firstname-] : replaced by the caller's firstname• [-CompanyName-]: replaced by the caller's company• [-AssistantPhone-]• [-StandardPhone-]• [-ProfessionalPhone-]• [-GsmPhone-]• [-PersonalPhone-]

[ 109 ]


• [-Mail1-]• [-Mail2-]• [-DirectoryName-] : replaced by the name of the directory in which the caller has been found

• [-Private0-]• …• [-Private9-]

'AlerterUrlLocation' parameter:

This parameter is used when the 'SWFAlerter' parameter is set to 'TWSAlerterHTML.swf'.It contains the web address to load in Alerter.You can set parameters in this url (example: [-Firstname-])Theses parameters are identical to those described in previous chapter.They will be replaced by the caller's information.

[ 110 ]


[ 111 ]

7. SoftPhone configuration

To define de soft phone you need to create a TWS user as explain in sec-tion 3.3.3. The soft phone should be declared on the IPBX as an Etherset device for version <= R4.2 or a VTIXML device for version >= R5.1

To create a Soft phone device, open the user properties:

Set the device Number: 4444 for example and click on the pen.

Set the properties as shown in this screen shot.

• Number: is the extension number of the Soft phone

• Protocol: must be VTI-XML on Aastra IPBX

• Media Protocol: must be TWS

• IP: only used for IP Recoder

• Port: this the RTP port used by the soft phone

• CCos: is the number of CCos affected to the Soft phone

• Password: is the device password if any password is set.

The soft phone support: G711A, G711mu, G729A law, from 10ms to 40ms packet frame length.


[ 112 ]

8. AudioShare configuration

To setup audio resources for TWS AudioShare module, select Application/Applications/TWSAudioShare.

And see Media Server Configuration (section 4.4) to create the audio channels.


[ 113 ]

9. Rules configuration

To setup audio resources for TWS Advances rules module, select Application/TWS Rules.



[ 114 ]

10. Stats configuration

You can allow a user to make statistics on other users. To provide access rights to visualize other users' statistics, you need to setup authorizations.

Open Users / Authoriza-tions form and select Statistics on the upper combo box.

Then select the user who should see other users/groups statistics on the bottom combo list box (here N3000 user), and add the groups or users allowed to be seen by N3000 in the right list box.

Here the user N3000 could have the statistics on all users in the group Demo.


11. VideoShare configuration

To setup audio resources for TWS VideoShare Share module, select Application/Applications/TWS VideoShare.


[ 115 ]


Then you need to setup one application parameter:

Open menu Application/Applications parameters and select TWS VideoShare:

Replace [-ServerName-] by the ip address of the TWS server.

[ 116 ]


12. TWS Mail configuration

12.1. Overview

12.1.1. General Description

TWS Mail is a unified vocal messaging application (integrated into the TWS Caller sidebar) which allows you, via messaging tools or via the phone, to receive and listen to your voice mes-sages.

12.1.2. Functionalities

TWS Mail offers the following services:

• Voice messaging and voice messaging box IVR• Creation of media files (WAVE, MP3, SPEEX) for voice messages• Reception in your mail box (Outlook, Lotus, …) of the voice message left by the caller

• Synchronization between the messaging server and the voice messaging• Identification of the caller number through the management of telephony directories

• Mail management Interface integrated into the sidebar• Listen to messages via phone, by streaming via the TWS Mail management interface

• Creation and management of personal voice messages

12.1.3. Prerequisites

Know the name of the server on which TWS server is installed.

The TWS server needs an active media connection to the PABX in order to ensure that supervi-sion of MediaServer automation is operational: Check that the service TWS2$TWS_MediaServices is active.

The media service is sometimes based on supervision services: Depending on the PABX, check that the TWS2$TWS_VTIXMLServices, TWS2$TWS_ATPC3Services, and TWS2$TWS_CSTAServices services have been started.

12.2. Authorizations

Access to the administration interface: The URL to access the administration interface is the following:http://server_name/TWS2/TWS_ADMIN

The default login is tws and default password is tws.

[ 117 ]


Authorizations: Before providing authorizations to users, it is important to check that you have enough TWS Mail licenses. To provide access to TWS Mail functionalities to a user, go to administration in the Users menu then Authorizations, you will see the following window:

: The selected groups (and/or) users are moved to the right column and will be able to use TWS Mail as soon as TWS Caller is restarted.

: The selected groups (and/or) users are removed from the right column and will not be able to use TWS Mail.

[ 118 ]


• If you select Groups, The list(s) appear(s) and you can select Applications then TWS Mail in the drop-down list:

• If you select Users, you get the list defined in the administration interface (see TWSServer documentation on groups). You can also use the search.

12.3. Channel configuration

The TWS Mail application uses a SIP device to play announcements and record voice messages. In order to use @messaging you need to create a SIP device in Intelligate (as many SIP devices as channels you want to use for this application). One channel is used when

• A voicemail is recorded

[ 119 ]


• A user reads a message from their mailbox by phone

• A user records a voicemail announcement.

12.3.1. Intelligate configuration

Create as many SIP devices as the number of concurrent channels you need. Put all of these devices in a cyclic group. The total number of the cyclic groups will be used as the voicemail Number.

The Device number is used as "UserName" for SIP registration and any password. All device numbers should follow each other.

See below an example, for SIP number is 411 with the SIP password: "0000"

[ 120 ]


12.3.2. Server configuration

To manage TWS Mail, go to Applications then TWS Mail menu.

Some information is filled by default. Usually, you only need to provide automation numbers to be used by TWS Mail.

Declaring the Number of IP channels used by the messaging server:

To declare automations, select a coding rule (G711Mu or G711A), click on the Edit button then on +. A new window is displayed. Fill-in the first automations number, used protocols and their respective number.

Protocol: The protocol to use to supervise the automation is directly linked to the automation type created in the PABX and the supervision service used for the declared devices. Select "SIP" on IntelliGate.

Media Protocol: TWS will usually be used for the automations. The HMP type is chosen only when the HMP media application is installed on the machine.

The example on the right shows how to create 4 channels on an Intelligate System:

[ 121 ]


After validating the configuration you should see the following list:

Close the form and go to menu "Telephony / Devices" to set a SIP password for each device.

Enter the sip password set in the Intelligate. "0000" in our example.

Warning: Do not forget to save information in the previously opened TWS Mail window.

[ 122 ]


Managing the messaging script

In the Applications menu then Scripts menu, you will find the list of scripts used by the TWSapplications.

This list is filled by default and should not be changed.

12.3.3. Configuring the service of sending E-mails

The mail server sends vocal messages in emails. In order to ensure that the user reads these vocal messages correctly, you can change some default parameters.

• Subject: Contains the subject of the email to send. Depending on the users' language, an email subject can look like "You have a new message from Hector PIAPLE". Elements in square brackets represent each part of the subject that you can change.

• From: Contains the email sender address that you can filter through the messaging server.

• Template: Contains the email format to send.

• Web root: has to contain the value http://server_name

[ 123 ]


• Web directory: This is the Web server directory where, in a specific tree structure, vocal message files will be stored. (Not to be changed)

Warnings:Do not forget to mention in the users list their messaging email (menu Users then Users).Do not forget to configure the name of the SMTP messaging server (see next section Other Parameters).

12.3.4. Other Parameters

There are other important parameters that you can find in the Applications then functional Parameters Menu.

The SMTP messaging server:The name set in this parameter will allow the server to send emails to users. To change it, select the application TWS Caller from the list and look for SmtpServer. Click on the Edit but-ton. Modify and save.

The vocal messaging number:This number is called by users to access their online vocal mailbox. This is the automation group number created (see. 3.1). It is used by the applications to perform automatic forwards to the messaging box or for simple identification of this number.

[ 124 ]


In the window, select vmNumber in TWS Caller.

Maximum time for a vocal message:The time value is represented in the thousandths of a second. In the window, look for MAILMS-GTIMEMAX in TWS Mail.

Media file type to send by email: TWS recognizes 3 types of media file: MP3 - WAVE - SPEEX (" MP3 ", " WAV " or " SPX ").Select MEDIAFILETYPEEMAIL in TWS Mail.

Media file type to record on the server: TWS recognizes 3 types of media file: MP3 - WAVE - SPEEX (" MP3 ", " WAV " or " SPX ").Select MEDIAFILETYPESTORAGE in TWS Mail.

12.3.5. Configuring the Email synchronization

You can synchronize your Email system (Ms Exchange / Lotus Notes) with TWS Mail. So when you read a message from you Email client this message is marked as "read" in TWS client, and when you read a message from TWS client, the EVoiceMail is marked as read in your email cli-ent.

[ 125 ]


TWS Mail use IMAP to do the synchronization. So IMPA service should be enabled on your Exchange server or on your Lotus Domino server.

Exchange synchronisation configuration: Select menu "IT Management/Mail" and fill the form as below:

Lotus domino synchronisation configuration:Select menu "IT Management/Mail" and fill the form as below:

[ 126 ]


13. Recorder configuration

13.1. General Description

TWS (Telephony Web Services) Recorder is an application allowing you to record phone conver-sations of a company. It is based entirely on the existing TWS Server product and, used together, provide excellent capacity and performance.

This application manages any king or recording, upon user's initiative or upon execution of a developed web service, and manage automatically predefined users group recording.

In addition, TWS Recorder can manage different kind of recording, in order to adapt to differ-ent type of telephony material of the company: full-IP, intrusion from recording device, DCT (Dual Call Transfer) type recording.

13.2. Functionalities

TWS Recorder offers the following services:

• Manual and automatic recording• Creation of media files (WAVE, MP3, SPEEX) to save recordings• Reception of recording in messaging system (Outlook, Lotus, …) • Identification of phone number thanks to the phone directories management• Recording management Interface from TWS Caller application• Reading of media through the phone or TWS Recorder messages management interface

• Download of recordings

13.3. Usage prerequisites and constraints

13.3.1. Full IP recording

IP Recording is only captured through IP voice stream on the network. These streams are then recomposed and mixed to produce the conversation.

To be effective, some elements have to be respected:

• In order for the TWS server to be able to receive UDP voice stream from the PBX, it is required to prepare the network infrastructure. For an incoming call from outside, UDP voice stream move from the PBX towards the relevant IP device. Differents solutions can be applied:

• Make a port replication thanks to the network material placed in front of the TWS server and the PBX as a rooter or a switch.

[ 127 ]


• Place a hub in front of the PBX and the server in order to ensure that anything received by the PBX is also received by the server.

• The device types to be used are IP devices or TWS Soft Phones, as they are the only one to intercept the voice stream sent from the PBX. This means that recording will be on external calls or internal communications between numeric / analogical devices and IP devices or Soft Phones.

• You also need to have 2 network cards on the server: one to signal events on recorded devices and the other for the VoIP stream.

• For users with IP devices only, you need to record their IP address in TWSadministration in order to make the link between user device and IP address.

IP Recording is the most unnoticeable of TWS Recorder and is the most adaptable whatever the company PBX is. Users on the phone are not able to hear that the conversation is recorded. As stated above, it works through IP voice blocks interception and recording continues even after phone manipulations (forwards, transfers conference, intrusion, put on hold…).

13.3.2. Recording through intrusion

Recording though intrusion is performed thanks to the intervention of a recording device in the user's communication. This device is introduced in the conversation in order to start the recording, then manipulated by TWS MediaServer to be able to use voices. This type of record-ing has to respect the following:

• Recorded devices can be of any types (numeric, IP, analogical, …). However, they have to be mono-cco: they cannot have any own device supervision key.

• TWS Recorder offer for recording through intrusion has been tested and validated only for PBX NeXspan plateform from Aastra Matra.

• Intrusion uses a conference bridge, and works during communication as a conference except that the conference is displayed only on the intruder device.

Recording through intrusion is particularly used to simplify recording through Dual Calls Trans-fer (DCT). The starting of the recording is faster than a DCT, and nearly no noice is produced during intrusion, even less if the recording is automatic.

[ 128 ]


If you hear a continuous bip during the communication and recording, contact your telephone administrator.

13.3.3. Recording through Double Calls Transfer (DAT)

Recording through DAT is performed thanks to an automate from TWS Media Server. DAT means that the recorded device automatically makes a second call to the automate and places it in conference, with the following consequences:

• Recorded devices can be of any type (numeric, IP, analogical, …).

• It uses a conference bridge

Starting the recording of the device can take 2 seconds and is signaled to the users in commu-nication. It is the most common recording as already used in previous versions of TWS.

[ 129 ]


13.3.4. Technical characteristics

13.4. Installation

13.4.1. WinPCap

Recording through Dual Calls Transfer

Recording through Intrusion

IP Recording

Manual Recording Yes

Automatic Record-ing

Recording with mes-sage diffusion (ad’hoc development depend-ing on the customer’s

infrastructure)

Yes

On internal call Yes

(particular config. section)

No No Recording IP device to IP device

On external call Yes

Message diffusion (type SVI)

Possible (incoming call)

- No

PBX Platform NeXspan – A5000 - Ascotel

NeXspan – A5000 Tested and vali-dated on NeXspan –

A5000

Device Type All types All types except SIP, Dect IP and VOIP

phone

IP device and VOIP phone

Device Status - Mono-CCO -

Possible action dur-ing Recording

Usage of a conference bridge forces user to take a new CCO for another communication (Note it is the only way in case of intrusion).

All

Conference bridge Used Not used

Working Constraints Use of VOIP channels Replication of IP Stream

Communications must not be encrypted

Compression Codec G723 – G711Mu/A G711Mu/A

Recording unotice-able

+ ++ ++++

[ 130 ]


WinPCap is a tool allowing to access network layers in a Windows environment: It can be used by TWS Recorder to capture and transmit blocks.

It is mandated to install it and, without it, the TWS IpRecorder service is out of order. To do so, you need to start the executable WinPCap_4_0_2.exe or download the 4.0.2 version from http://www.winpcap.org.

13.4.2. Services

• For non IP Recording, the TWS server needs an active media connection to the PABX to ensure that the MediaServer automates supervision is operational: Check that the TWP2$TWP_MediaServices service is installed and started.

• For IP Recording, the TWS server needs to receive the IP stream replicated from the PBX IP port: Check that the TWP2$TWP_IpRecorderServices service is installed and started.

• Media and Recording services are based on supervision services: depending on the PABX, check that the TWP2$TWP_VTIXMLServices, TWP2$TWP_ATPC3Services, and TWP2$TWP_CSTAServices services are installed and started.

• Last the TWP2$TWP_ScriptServices service also has to be installed and started to enable Recording.

13.5. Authorizations

13.5.1. Access to the application

Access to administration interface: The URL to access to the administration interface is the following: http://nom_du_serveur/TWP2/TWP_ADMIN

The default login and password are twp.

[ 131 ]


Authorizations: Prior to provide authorizations to users, it is important to check that you have enough TWS Recorder licenses. To allocate TWS Recorder functionalities to a user, go to the administration menu and select Users then Authorizations, you will get the following window:

• ”Add >”: Selected groups (and/or) users are moved in the right column and will be able to use TWS Recorder the next time they start TWS Caller.

• ”< Del”: Selected groups (and/or) users are removed from the right column and will not be able to use TWS Recorder.

• When you select Groups, the list(s) appear and by selecting Applications then TWSRecorder in the dropdown list, you can allocate access to groups:

[ 132 ]


• When you select Users, the list defined on the administration interface (See TWSServer documentation on groups). You can then perform a search.

13.6. Access to Recording visualisation

You can provide access rights to visualize own and other users recordings to a specific user. In the same way as described above, the administrator allow a group or a user to visualize user's Recordings.

[ 133 ]


13.7. D.A.T Recording or Intrusion Configuration

13.7.1. Network Configuration

In the Recorder then Network Configuration menu, you need to fill relevant information to allow Recording through the MediaServer.

Recording Server: Where is the MediaServer service? Select New Server, fill the server's name (" localhost ") and Validate.

13.7.2. Recorder automates settings

Audio channels dedicated to this application have to be defined (See creation of audio chan-nels section above).

13.8. IP Recording Configuration :

13.8.1. Network Configuration réseau

In the Recorder then Network Configuration menu, you need to fill relevant information to allow Recording through the MediaServer.

Recording Server: Where is the IpRecorder service? Select New Server, fill the server's name (" localhost ") and Validate.

Network card: Server network cards automatically appear if accessible. You then just need to select the right one, on which the IP stream is replicated.

[ 134 ]


PBX links: Fill the PBX address(es) where the devices are connected.

13.8.2. IP user's address

For the system to link the IP address present in the IP stream and the recorded device of a user, you need to configure the device and its corresponding IP address. Go to the Telephony then Devices menu.

[ 135 ]


13.9. Recording rules

Based on the TWS rules application, recording rules management interface below shows a rule authorizing recording at any time for the connected domain.

For administration needs, you can create, depending on the priority, specific rules of a domain, groups in a domain, or users in a domain. Remark: See TWS Rules User Guide docu-mentation

[ 136 ]


13.10. Other configuration and settings

13.10.1. Sending email services

The mail server sends voice messages in emails. In order for the user to access correctly to the reading of the voice messages, you can change some default settings.

Subject: Subject of the email to send. Depending on the user's language, the subject of an email can look like " Recording: Hector PIAPLE (4037) ". Elements between brackets represent each part of the subject that you can modify.

From:email address of the sender that you can use as filter in the messaging server.

Template: template of the message to send.

Web root: has to be: http://nom_du_serveur or by default http://[-ServerName-] in case the server changes of name.

Web Directory: Directory where are stored, within a specific classification tree, recording files. (NOT TO BE CHANGED)

Warning: Do not forget:• to mention in the list of users their messaging email address (menu Users then Users).

• to configure the name of the messaging SMTP server (See section Other settings).

13.10.2. Other settings

There are other parameters in the menu Applications then settings.

[ 137 ]


Messaging SMTP server: The server will use the name set in parameter to send emails to users. To change it, select in the list the TWS Caller application and search for SmtpServer. Click on the Edit button, change and save it.

Is the recording activated? Indicates if recording for users, groups or domains is activated using the parameter Enabled: " True " for activation and " False " for deactivation.

Recording mode: TWS understands 3 recording modes, set by using the RecordMode parame-ter:

• through Dual Calls transfer: fill " DCT ",• through intrusion: fill " INT ",• through full-IP: fill " IP ".

Recording type: TWS understands 2 recording types, set by using the RecordTYpe parameter:• automatic: fill " auto ", • manual: fill " manual ".

Usage of rules for manual recording: Users who record their own conversations can be subject to recording rules. The RULESFORMANUALRECORDS parameter is set to " True " to ensure recording rules are applied and " False " otherwise.

[ 138 ]


Maximum time for storage: Recordings deleted from the administration interface stay stored on the server. Thanks to the TIMESTORAGE parameter, you can define the maximum time for storage in hours, by default 43800 hours (i.e. 5 years).

Sending an email upon automatic recording: Parameter: SENDMAIL_ONAUTO, Value: " True " or " False ".

No saving of Recordings on the server: To ensure more confidentiality, recordings of a user can be deleted from the server and only sent through email. Parameter: USERRECORDS_PRIVACY, Value: " True " for confidentiality or " False " otherwise.

Site information: A users group or a domain can represent a category, a site. Fill the relevant value.

Code information: A users group or a domain can represent a category, a code. Fill the rele-vant value.

Media file types to send through email: TWS understands 3 types of media files: MP3 - WAVE - SPEEX represented by " MP3 ", " WAV " or " SPX " in the list. In the window, search for MEDIAFI-LETYPEEMAIL in TWS Recorder.

Media file types to store on the server: TWS understands 3 types of media files: MP3 - WAVE - SPEEX represented by " MP3 ", " WAV " or " SPX " in the list. In the window, search for MEDIAFI-LETYPESTORAGE in TWS Recorder.

Settings to change only when needed:

• URL to the recordings storage directory, Parameter: RECORDDIRECTORY_URL• Recordings storage directory, Parameter: RECORDDIRECTORY_DB• Recordings storage temporary directory, Parameter: RECORDDIRECTORY_ TEMP• Recordings storage shared directory, Parameter: RECORDDIRECTORY_ SHARED

[ 139 ]


[ 140 ]

14. Open call configuration

The Open Call module requires:

1- a connection to be defined in the administration:

For Ascotel Intelligate:

• a CTI connection for ATPC3 (See PBX CTI link administration section),• ATPC3 Services to be started.

Remark: When a ”makecall” demand is sent to the TWS server, there is 3 steps.

• The server starts to monitor for the device,• The server sends a dial request,• The server stops immediately the monitoring.

For A50000 or Nexspan:

• a CSTA link (See PBX CTI link administration section),• CSTA Services to be started.

2 - The user to be authorized for TWS OpenCall Application (See Application Authorisation sec-tion).

3- To start the application, define a shortcut on the client on the TWS_openCall.exe.


15. Maintenance

15.1. User management administration

Administrators (Admin users) are used to give specific access rights to a user.

If you want to limit the access to the administration to one company, you need to create a new admin user.

Select menu Global / Admin users.

[ 141 ]


Click on "+"

Set the admin user login and password, and add the company list allowed for this user by click-ing on "+" button.

Super user option: allow this user to access all companies.

15.2. System Settings

System setting (menu Global/Setting) stores all standard parameters for the TWS server. Don't modify any setting.

15.3. Application parameters

Each TWS Application has default parameters. These parameters can be modified by the administrator; However; we recommend to modify only documented parameters.

[ 142 ]


Application parameters can be set from menu Applications / Applications parameters:.

From the edit box select the application. (TWS Caller for example):

Select the parameter: vmNumber for example.

[ 143 ]


Then you can set a value:

To set a default value for all systems, click on

Click on to save the value or to cancel.

The same parameter can be set at domain level, group level or user level.

[ 144 ]


To set "vmNumber" parameter for a specific group, Select the tab "Group":

Click on "Add group scope". Select from the combo box, set the group value and set the param-eter value in the edit box.

The sample below show that the parameter "vmNumber" is 5000 for all the system except for the group Commercial who his value is 6000.

[ 145 ]


15.4. Services

Open the Maintenance scrolling menu and click on the TWS Services menu.This menu lets you check the statue of the TWS server's services.

To be allowed to Start or Stop a service, you need to set a Windows user authorized to Start and Stop Windows service.

Click on "Edit user”:"

Set the Username and password and save the credentials.

To Start or Stop a TWS Service, just click on "Start" or "Stop" button.

[ 146 ]


15.5. Providers States

Open the Maintenance scrolling menu and click on the Provider States menu.This menu lets you check the state of the PBX connections.

The example below shows the status of VTIXML connections:

• Host: IP Address of the IPBX• Connected: true if the link is connected• Current: Number of device monitored by this link• Site: Site.Cluster set for this link (Only VTIXML connector) • Domain: Domain name for this link• Port: TCP port used by the connector• Count: Maximum of device monitor on the link.

[ 147 ]


15.6. Devices States

Open the Maintenance scrolling menu and click on the Devices states menu.Enter the first and last number of the set for which you want to check the monitoring and click on Refresh:

• Set No.: Set• Site: Site• Cluster: Cluster• Provider: Id of the set provider• vmNumber: voice mail number• State: Connected / Disconnected• Type: CTI or VOIP • CCos: number of CCos (used only for Softphone).

[ 148 ]


15.7. Tracking

Open the Maintenance scrolling menu and click on the Traces menu.You can track TWS services remotely using the Syslog or Pdu utilities.This option is only used under technical support monitoring.

Pdu Trace:

Do not start the "start Pdu trace" option without being requested by technical supportSelect the monitoring protocol you want to track.

Start: start the Pdu trace for the set number entered in the field. Enter the star character '*' to capture all the exchanges.

Stop: start the Pdu trace

The directory containing the trace is in

• CSTA: C:\ \Program Files\TWS3\TWS_Services\TWS_CSTAServices\Trace• VTI-XML: C:\ \Program Files\TWS3\TWS_Services\TWS_VTIXMLServices\Trace• ATPC3: C:\ \Program Files\TWS3\TWS_Services\TWS_ATPC3Services\Trace

Syslog:

Enter the IP address specified by the support. This is the IP of the machine which uses the Syslog utility:

Start: starts the syslog

Stop: stops the syslog

The traces will be sent to the syslog server at the defined address.

15.8. Advanced administration and maintenance

15.8.1. Service verification

TWS Server operates 9 services called:

• "TWS2$TWS_ATPC3Services: ATPC3 (Ascotel Intelligate monitoring services)

[ 149 ]


• "TWS2$TWS_CSTAServices: CSTA monitoring services.• "TWS2$TWS_EventServices: TWS Dispatch event services.• "TWS2$TWS_FlashServices: Chat /Video services• "TWS2$TWS_JTAPIServices: JTAPI monitoring services• "TWS2$TWS_MediaServices: Audio services (TWS AudioShare, @Mail, TWS Rules)• "TWS2$TWS_ScriptServices: Play user script (TWS rules)• "TWS2$TWS_VTIXMLServices: VTIXML monitoring services

15.8.2. Windows event analysis

A TWS Server log is available in the event observer:

15.8.3. Installation backup

TWS server can be backed-up by the standard Windows backup tools.

15.8.4. Configuration and User Data backup

To backup all TWS server configuration and User data files (like voice mail....) you need to backup two directories:

• C:\Program Files\TWS3\TWS_DB.• C:\Program Files\TWS3\TWS_Web\TWS_Data.

[ 150 ]


15.8.5. All installation backup

To backup all TWS server files, you need to backup one directory: C:\Program Files\TWS3.

Windows backup tools example:

• Start this tool from Start/All Programs / Accessories / System Tools / Backup:

[ 151 ]


• Click ”Next”:

Click ”Next”:

[ 152 ]


• Choose: "Let me choose what to back up". Then click ”Next”:

• Select ”TWS3” in Program files tree. Then click ”Next”:

[ 153 ]


• Set the file backup file name, and click "Next".

You can set "Advanced" option, if you want to set a scheduled backup for example.

Warning: If you didn't use Windows backup tools, you need stop the TWS server database ser-vice during the backup and restart the service after. Or use SQL agent to do hot backup.

15.8.6. Troubleshooting

Standard problems:

Below are some malfunction examples, with the possible sources of the problems and their solutions

[ 154 ]


Type of problem

Error message or symptoms Test Details or actions

The appli-cation does not start

Certain users cannot connect

The user parameters are badly defined (check in the TWS administration)

The following fields are compulsory: - Login- Authorised (server and applications)- Init or set number- Monitoring type

Licences The licences (applications or server) are not taken into account.

Consult chapter to enter or check the licences via the TWS administration.

PABX The connection to the PBX does not work

Check the concordance between the IP address entered in the TWS administration and the PBX address

Services The TWS services have not started

Check their state (Started/Stopped) via administra-tion. Start them if necessary

Certain users cannot connect

The user login has not been saved on the server or the server domain

If the domains are different between the user and the TWS server, add the user (same login, same password) in the local server accounts.

CSTA If CSTA mode: check the num-ber of CSTA licences in the PBX

The number of licences must correspond to the number of licences used in CSTA mode.

CSTA If CSTA mode: check the con-figuration of the CSTA port (3211: cf. doc)

The CSTA port is not always configured by default in the PBX.

"Access denied" The user does not have access rights to the http server

Check the user's rights on the TWS server

Failure retrieving the direc-tory

The waiting period is long (Manual mode)

This is normal if there are a lot of files

The import may take time if there are a lot of files Do not interrupt the process

The Exchange directory import fails (1)

The Login/Password are wrong

In the User/Password fields you must enter a login with Exchange Domain Server rights on the intended Exchange server.

The Exchange directory import fails (2)

The connection address is wrong

Test the connection url in Internet Explorer (this should open an Outlook Web Access page)

The LDAP import does not work

The Login/password have been entered wrongly or the LDAP keys are wrong

Mind the cases (upper/lower) on the group and domain names

[ 155 ]


16. Appendices

16.1. Server installation with Windows 2003 Server Standard SP2

Windows 2003 Server Standard differs from the other operating system in two essential points:

• .Net Framework is already installed (dotnetfx.exe on the CD-ROM). It does not therefore need to be installed.

• The IIS (Internet Information Services) are not installed by default on the Standard and Enterprise versions, but are available in the Windows components (the Windows Server 2003 installation CD-ROM is needed). The Windows Server 2003 Web Edition version already includes the IIS settings which follow, but it is still important to check that the options selected conform to the needs of the TWS Server.

16.1.1. Installing the IIS

The IIS can be accessed via the Control Panel menu. During the description of the options to be checked, if other options are already checked and are different to the captures do not remove them. This procedure only describes the options to be added.

• Launch Add/Delete Programs.

• Click on the Add or delete Windows components tab.

[ 156 ]


• Select the Applications Server option and double click on it.

• Check the ASP.NET option.

Activate the ASPX pages by checking the "ASP.NET" module

• Select IIS Services and double click on it.

• Select World Wide Web Service and double click on it.

• Check the Active Server Pages (ASP) and World Wide Web Service options.

Activate the ASP pages by checking the module Active Server Page (ASP)

Activate the publication of WWW sites by checking the World Wide Web Service.

• Finish installing the components.

Caution: You must restart the server, even if the operating system does not tell you to.

16.1.2. Server in a Workgroup and not a Domain

Directory sharing and launching TWS and TWS applications require each user to be authenti-cated using their own user name and password. In a work group, you must have added to the TWS server all the (future) users and TWS applications as local accounts on the machine. To do this:

[ 157 ]


• Right click on Workstation / Manage:

• Click on the Users and local groups menu then Users (Cf. capture below)

• Right click on the Users folder and select New User to add a new user.

• Each user declared here must respect exactly the user name and password of the user who will connect as client:

Warning: A password changed on the user station must also be changed manually on the TWSServer machine.

[ 158 ]


Warning: If TWS server is in a Domain but some clients are in a work group, Carry out the pro-cedure above for all the users in a Workgroup only.

16.1.3. Exchanger 2000 / 2003 Configuration

The Microsoft Exchange 2000 directories are accessed using the WebDav protocol. The follow-ing conditions must be met to use the Exchange directories:

• Exchange 2000 Server and IIS 5.0 or later versions• Exchange 2003 Server and IIS 6.0 or later versions

You must also create a TWS user on the domain controller (see description below). Contact the domain administrator to create this user.

1 - Create a new Exchange 2000 / 2003 user. Indicate the value TWS_Exchange in the "First name" field:

[ 159 ]


2 - In the "Member of" tab in TWS_Exchange, add the group Exchange Domain Servers:

16.1.4. Lotus Domino configuration

16.1.5. DIIOP configuration

DIIOP is used by TWS by Contact directory connector or TWS @Mail server for IMAP synchroniza-tion.

[ 160 ]


To check if this service is on line, go to the Administration Server/Status section and look for the DIIOP server service in the service list displayed:

Select the section Configuration and Current Server:

[ 161 ]


Now you need to check if the DIIOP ports are configured:

[ 162 ]


Check that the IP address is filled:

[ 163 ]


In the Security Tab, you need to add Java authorizations to users:

Lotus user creation & configuration:

[ 164 ]


To create a new user, click on ”Register”:

Fill the required fields.

[ 165 ]


Warning: Short name has to be the same as TWS user name.

Select the Address section. In Internet Address, fill the user e-mail.

[ 166 ]


Warning this email address has to the same as the TWS email address.

Once all your contacts have been created, Click on ”Register All”.

[ 167 ]


16.1.6. Domain controller and access to Access directories

The installation of TWS Server on a domain controller requires the application of a specific procedure.

In the same way, when Access directories are used this procedure is vital.

The purpose of this procedure is to change the ASP.NET configuration according to Microsoft's recommendation:

1.Edit the Machine.config file in the directory:%systemroot%\Microsoft.NET\Framework\ v2.0.50727 \CONFIG\Machine.config(it is best to make a copy of this file before making the modification).

2.Look for the section: <processModel …>.

This section is initially configured as follows:

<processModel enable="true" timeout="Infinite" idleTimeout="Infinite" shutdownTimeout="0:00:05" request-Limit="Infinite" requestQueueLimit="5000" restartQueueLimit="10" memoryLimit="60" webGarden="false" cpu-Mask="0xffffffff" userName="machine" password="AutoGenerate" logLevel="Errors" clientConnectedCheck="0:00:05" comAuthenticationLevel="Connect" comImpersonationLevel="Impersonate" responseDeadlockInterval="00:03:00" maxWorkerThreads="20" maxIoThreads="20" />

3.Modify the parameter userName="machine" to userName="system" which gives:

<processModel enable="true" timeout="Infinite" idleTimeout="Infinite" shutdownTimeout="0:00:05" request-Limit="Infinite" requestQueueLimit="5000" restartQueueLimit="10" memoryLimit="60" webGarden="false" cpu-Mask="0xffffffff" userName="SYSTEM" password="AutoGenerate" logLevel="Errors" clientConnectedCheck="0:00:05" comAuthenticationLevel="Connect" comImpersonationLevel="Impersonate" responseDeadlockInterval="00:03:00" maxWorkerThreads="20" maxIoThreads="20" />

4.Save the file.

For more details, see: http://support.microsoft.com/default.aspx?scid=kb;fr;315158

16.2. Remote MediaServer configuration

16.2.1. Overview

TWS MediaServer allows voice management on TWS server, in particular conversation record-ing, message broadcasting, and conferences between multiple users.

16.2.2. Prerequisites

• Know the name of the server on which TWS server is installed.

• TWS server needs an active media connection to the PABX in order to ensure that the supervision of MediaServer's automates is operational: check that the TWS2$TWS_MediaServices service is started.

[ 168 ]


• The media service is sometimes based on supervision services: depending on the PABX, check that the TWS2$TWS_VTIXMLServices, TWS2$TWS_ATPC3Services, TWS2$TWS_MitaiServices, TWS2$TWS_JTAPIServices, TWS2$TWS_CSTAServices services are started.

16.2.3. Remote MediaServer service configuration

MediaServer service can be installed on a different server than TWS server. Find below the list of actions that need to be performed to ensure it works correctly.

Installation: As for TWS server, all installation packs (TWS Database, TWS Config and TWS Server) have to be installed on the remote server, even if only part of this new TWS server will be used.

Remote TWS server configuration:

1 - Deactivate all TWS services except TWS2$TWS_MediaServices service.

2 - Change the connection string to link the TWS database to the main TWS server. The file to edit is: C:\Program Files\TWS3\TWS_Web\TWS_Config\activerecord.xml.In this file, in the SQL SERVER section, change Data Source=localhost\TWS3 to Data Source=serveurTWSprincipal\TWS3.

[ 169 ]


This should provide the MediaServer with the required configuration for automates manage-ment.

Main TWS server configuration:

3 - Change the MediaServer Web service. The file to edit is C:\Program Files\TWS3\TWS_Web\ TWS_MediaServerWebSvc\TWS_MediaRemoteCl_Remote.Config.In this file, change tcp://localhost:8095 to tcp://serveurdistant:8095.

Execute the following command in MS-DOS prompt: iisreset.The MediaServer web service is then associated to the Windows service located on the remote server.

4 - Change the default IP address of events service. In TWS administration, go to the Global then System parameters menu.

[ 170 ]


Search for EventServerIP and change its value by entering the IP address of the main TWSserver.

Fill the shared directory on the main TWS server where will be definitely stored all recording, messages or announcements created by the service.

5 - On the main TWS server, share the directory TWS_Data.In TWS administration, go to the Applications then Application parameters menu. Choose the application TWS MediaServer and search for MSRDataDirectory.Change its default value (null) to the full name of the directory TWS_Data: \\serveurtwsprinci-pal\TWS_Data.

Warning: To go back to a normal configuration, you need to delete the value of the MSRData-Directory parameter.

6 - In case of authentication, create a user both on the remote server and main TWS server with rights to connect to the shared network.In TWS administration, go to Global then System Parameters menu.

[ 171 ]


Search for TWS_MediaServer and change the parameters value of ImpersonateUserName (user name), ImpersonateDomain (domain name) and ImpersonatePassword (password).

7 - For TWS Recorder application, add a new recording server.Go to Recordings then Network Configuration menu. Select "New server", fill-in the remote server name then select it.

16.3. Language and culture codes

Below is the list of codes for the languages supported by TWS Server.

• en: English• fr: French

Caution: The configuration files for the selected language must be installed for each applica-tion concerned.

16.4. Icons nomenclatures

See below icons found in administration forms:

[ 172 ]


Create a new item

Edit the selected item

Delete the selected item

Save data.

Cancel changes.

[ 173 ]

TWS v 3 - Algoria...Telephone application on PC. This product can be used in CTI mode with a...

Documents

Transcript of TWS v 3 - Algoria...Telephone application on PC. This product can be used in CTI mode with a...