Displaying System StatusThe first time you login to the SNAPsolution application, the System Status page appears. You can also display this page by clicking the Status command on the System menu. The System Status page shows the current system status, along with the active calls that the system is handling. The System Status page shows the applications running on the main and on the backup server. Most applications on the backup server show a status of Expired. This is normal, since those applications only start when the backup server is activated following a main server failure. The
applications are:
-
SiPbx
- main telephony application, used to process calls
-
NCS
- NetSapiens Conferencing Server
-
NFR
- NetSapiens File Replicator. This application replicates the files
between the main and the backup server, and it is active (running)
on both servers.
-
NPS
- NetSapiens Prepaid System. This application is used to rate calls
in real time, mainly for pre-paid applications.
SCREENSHOT
Managing System Settings
Using the Settings
command in the System
menu, you can manage the following system settings:
-
System
ID
-
License
keys – see section
-
Timers
– see section
-
System
time and date – see section
-
Networking
– including DNS addresses (see section) and remote connectivity
(see section).
-
Advanced
settings – including default values (see section), properties
(see section), and speech words (see section).
-
Server
restarts – see section .
Viewing the System ID
To view and change the system ID, click the
System
menu, point to Settings, and click System
ID. When you
select this command, a System ID dialog box similar to the one below
appears. Using this dialog box, you can view and change the system
user name and hostname, e-mail sender, and voice-mail URL prefix.
The Email Sender entry is used as the From
when
the system sends an email (for example, for a voice mail
notification). The V-Mail URL Prefix is the link included in a voice
mail notification email. This prefix must match the IP address or DNS
name of the system.
To change the System ID settings:
-
From the System ID dialog box, click the Change
button. The System ID dialog box below appears.
-
Change the values in the fields
-
Click the Apply button.
-
|
Column
|
Description
|
|
System
Username
|
User
part of system name.
|
|
System
Hostname
|
Host
part of system name.
|
|
E-Mail Sender
|
Entry used in ‘From’
field of emails sent by the system
|
|
V-Mail URL
Prefix
|
Prefix
that should appear as the prefix of the voice mail URL used for
voicemail retrieval via email.
|
Displaying
License Information
To view the system license information,
click the System
menu, point to Settings, and click License.
Using this
dialog box, you can view and update system license keys.
When you select this command, a License
page similar to
the one below appears. The table below describes the columns in the
License page. If the number of entries shown exceeds what the page
can display, a next link appears at the lower right
area of
the page. Click this link to display the next page of entries.
-
|
Column
|
Description
|
|
ID
|
Name
of application.
|
|
Product Code
|
NetSapiens
product code.
|
|
IP Address
|
IP
address of server.
|
|
MAC Address
|
MAC
address of server.
|
|
Expiration
|
Date when
license expires.
0000-00-00
= unrestricted license.
|
|
Endpoint
Capacity
|
Number of
licensed endpoints (phones).
0
= unlimited endpoint capacity.
|
|
Session
Capacity
|
Number of
sessions licensed.
0
= unlimited session capacity.
|
|
License
Status
|
Status
of the license (ok or expired).
|
|
Update Status
|
Status
of last license update (ok or pending).
|
Updating
Licenses
To update a license displayed on the
License page:
Updating a License Key
-
|
Column
|
Description
|
|
New Key
|
License
key generated by NetSapiens.
|
|
New Data
|
Data
generated by NetSapiens.
|
Viewing and Changing Timers
To view and change the timer, click the
System
menu, point to Settings, and click Timers.
When you
select this command, a Timers dialog box similar to the one below
appears.
Changing Timer Settings
-
From the Timers dialog box, click the Change
button. The Timers dialog box in appears.
-
Change the values in the fields.
-
Click the Apply button.
-
|
Column
|
Description
|
|
DTMF 1st
Digit T/O (s)
|
Enter
the maximum number of seconds that can elapse before the user
presses the first DTMF digit. This timer is mainly applied in
the auto attendant, where the system waits for user input.
|
|
DTMF Last
Digit T/O (s)
|
The
number of seconds the system waits after a user enters a digit.
This is primarily used in the auto attendant, where the system
waits for the user to enter, for example, an extension number.
|
|
Ring No
Answer T/O (s)
|
Maximum
number of seconds a call can be in Ringing state.
|
|
Max Pre-Talk
Duration (s)
|
Maximum
number of seconds a call can be in the system (i.e., in the auto
attendant) before it is being disconnected.
|
|
Max Talk
Duration (s)
|
Maximum
number of seconds a call can be
active. This timer is used to avoid stuck calls in the server.
|
|
Max Greeting
(s)
|
Maximum
number of seconds for a voice mail
greeting.
|
|
Max V-Mail
(s)
|
Maximum
number of seconds for voice mail
messages.
|
|
Registrar
Grace Period (s)
|
Time
after registration of a device expires that has ‘watch’
set to yes before the system sends an email notification about
the expired device.
|
Viewing and Changing the Time and Date
To view and change the system time and
date, click the
System menu, point to Settings,
and click Time and
Date. When you select this command, a dialog box similar to
the
one below appears. Using this dialog box, you can view and change the
system time and date.
Changing the System Time and Date
-
From the Date and Time dialog box, click the Change
button. A Time and Date dialog box similar to the one below appears.
-
Change the values in the fields
-
Click the Set Clock button.
-
|
Column
|
Description
|
|
Date
(yyyy-mm-dd)
|
Use
the controls to select the date in yyyy-mm-dd (year, month, and
day) format.
|
|
Time
(hh:mm:ss)
|
Use
the controls to select the current time in hh:mm:ss (hour,
minutes, and seconds) format.
|
|
Time Zone
|
Select
the current time zone from the drop-down list to localize the
application.
|
Viewing and Changing Primary and Secondary DNS Addresses
To view and change DNS addresses, click the
System
menu, point to Settings, point to Networking,
and click
DNS Addresses. When you select this command, a
dialog box
similar to the one below appears. Using this dialog box, you can view
and change the IP addresses of the primary and secondary DNS servers.
To change the IP addresses of the DNS
servers, click the
Change button. Then, when the DNS Addresses dialog
box below
appears, change the values in the fields, and click the Change
DNS
Addresses button.
-
|
Column
|
Description
|
|
Primary DNS
Server
|
Enter
a new IP address for the primary DNS server.
|
|
Secondary DNS
Server
|
Enter
a new IP address for the secondary DNS server.
|
Viewing and Changing Local LAN Mask and WAN-side IP
To view and change the local LAN mask and
the WAN-side
IP, click the System menu, point to Settings,
point to
Networking, and click Remote Connectivity.
When you
select this command, a dialog box similar to the one below appears.
Using this dialog box, you can view and change the local LAN mask and
the WAN-side IP. These configuration parameters are only used when
the system is on a private IP address and configured to be reached
from a public IP address.
To change the local LAN mask and the
WAN-side IP, click
the Change button. Then, when the Remote
Connectivity dialog
box appears, change the values in the fields, and click the Apply
button.
-
|
Column
|
Description
|
|
Local LAN
Mask
|
Enter
the system’s local LAN mask. The local LAN mask number
combined with the IP address identifies which network and subnet
your SNAPsolution server is on.
|
|
WAN-side IP
|
Enter
a public IP address that is used to reach the system’s private
IP address.
|
Viewing, Editing, and Deleting Default Values
T o view and change the system’s default
values, click the System menu, point to Settings,
point
to Advanced, and click Default Values.
When you
select this command, a Default Values page similar to the one below
appears. The table below describes the columns in this page. Using
this page, you can view, edit, and delete system default values.
The system’s default values are used to populate
configuration parameters when creating a new Domain, User, or
Conference Room.
If the number of entries shown exceeds what
the page can
display, a next link appears at the lower right
area of the
page. Click this link to display the next page of default
values.
At the bottom of the page are Select
Domain and
Select Table fields you can use to filter the
default devices
shown.
-
|
Column
|
Description
|
|
Table Name
|
Category
of the default value.
|
|
Field Name
|
Field
or parameter for which the default value is entered.
|
|
Domain
|
Domain
for which the default value is applied. If * is selected, it
applies for all domains.
|
|
Edit
|
Click
this link to edit the default value.
|
|
Default Value
|
Value
selected to be used as default.
|
Adding Default Values
To add default values:
Changing Default Values
-
|
Column
|
Description
|
|
Table Name
|
Category
of the default value.
|
|
Field Name
|
Field
or parameter for which the default value is entered.
|
|
Domain
|
Domain
for which the default value is applied. If * is selected, it
applies for all domains.
|
|
Default Value
|
Value
selected to be used as default.
|
Editing Default Values
There may be times when you need to edit
default vales.
To change the default values:
-
From the Default Values page, under the Edit
column, click an EDIT link that corresponds to the
table name
you want to edit. The Edit dialog box below appears.
-
In the Default Value field,
change the value in
the Default Value field.
-
Click the Modify button.
Changing or Deleting Default Value Settings
Deleting Default Values
If you no longer need a default
value, use the
following procedure to delete it from the system.
-
From the Default Values page, under the Edit
column, click an EDIT link that corresponds to the
table name
you want to delete. The Edit dialog box below appears.
-
Click the Delete button. A
precautionary message
asks if you are sure you want to delete the default value.
-
Click OK to delete the default
value (or click
Cancel to retain it).
-
Click the Refresh button to
update the screen.
To view and change the system’s
configuration
properties such as Admin Status Period and Email sender, click the
System menu, point to Settings,
point to Advanced,
and click Properties. When you select this command,
a
Configuration page similar to the one below appears. The table below
describes the
columns in the Configuration Page. Using this page, you can view and
change values for a variety of system configuration settings.
If the number of entries shown exceeds what
the page can
display, a next link appears at the lower right
area of the
page. Click this link to display the next page of default
values.
-
|
Column
|
Description
|
|
Parameter
|
Name
of the system parameter. Each name is a link that, when clicked,
lets you edit the parameter value.
|
|
Value
|
Shows
the current value of the parameter.
|
Editing Configuration Values
To edit configuration settings values:
Config Details Dialog Box
Viewing and Changing Voice Word Files
To view and change the system’s voice word
files,
click the System menu, point to Settings,
point to
Advanced, and click Speech Words.
When you select this
command, a Voice Word Files page similar to the one below appears.
The table below describes the columns in this page. Using this page,
you
can add, edit, record, and upload voice word files used in the
system. The <DEFAULT AUDIO> domain will change
the system defaults for all domains that are created after this domain
is edited. Individual domain defaults can be edited by
clicking on the domain name.
If the number of entries shown exceeds what
the page can
display, a next link appears at the lower right
area of the
page. Click this link to display the next page of default
values.
-
|
Column
|
Description
|
|
Domain
|
Name
of the domain that contains the voice word files. Each name is a
link that, when clicked, lets you add, edit, play, and upload
word files.
|
|
Description
|
Describes
the voice word file.
|
|
# Wave File
|
Number
of Wave files that belong to the domain.
|
Adding Voice Word Files
To add voice word files:
-
Complete the fields in the Voice Word Files dialog
box
-
Click the Create button, then
click the Refresh
button to update the screen.
-
|
Column
|
Description
|
|
Word Match
|
Name
of the word file used by the system.
|
|
Filename
|
Filename
of the word file to be uploaded.
|
Editing Voice Word Files
There may be times when you want to edit
voice word
files. To edit a voice word file:
-
From the Voice Word Files page, under the Domain
column, click the domain that has the voice word file you want to
edit. A Voice Word Files page similar to the one below appears for
the selected domain.
-
Under the Edit column, click
the EDIT
link that corresponds to the voice word file you want to edit. A
Voice Word Files dialog box similar to the one below appears.
This
procedure only changes the name of the word file, not the actual
speech content in the .wav file.
|
Deleting Voice Word Files
If you no longer need a voice word file,
use the
following procedure to delete it from the system.
-
From the Voice Word Files page, under the Domain
column, click the domain that has the voice word file you want to
delete. A Voice Word Files page appears for
the selected domain.
SCREENSHOT
-
Under the Edit column, click
the EDIT
link that corresponds to the voice word file you want to delete. A
Voice Word Files dialog box appears.
SCREENSHOT
-
Click the Delete button. A
precautionary message
asks if you are sure you want to delete the default value.
-
Click OK to delete the default
value (or click
Cancel to retain it).
-
Click the Refresh button to
update the screen.
Recording
Voice Word Files
To record a voice word file:
-
From the Voice Word Files page, under the Domain
column, click the domain that contains the voice word file you want
to record. A Voice Word Files page similar to the one below appears
for the selected domain.
-
Under the Record column, click
the RECORD
link that corresponds to the voice word file you want to record. A
Voice Word Files dialog box similar to the one in appears.
Voice Word Files Dialog Box
-
In the Call To field, enter
the phone number from where you want to record the word file.
-
Click the Start Recording
button. A message
tells you to answer the call at the telephone number shown to record
the messages.
-
Click the BACK link to remove
the message.
-
When the telephone rings, lift the handset, follow
the
voice prompts to record your voice word file, and hang up the
handset
Playing
Back Voice Word Files
After you record a voice word file, use the
following
procedure to play it back.
-
From the Voice Word Files page, under the Domain
column, click the domain that contains the voice word file you want
to play back. A Voice Word Files page similar to the one below appears
for the selected domain.
SCREENSHOT
-
Under the Playback column,
click the PLAY
link that corresponds to the voice word file you want to play back.
The file is played back.
-
If you are not satisfied with the file, edit it,
then play it back to make sure the file is satisfactory.
-
Once you are satisfied with the file, you can
upload it
into the system.
Uploading
Voice Word Files
To upload a voice word file:
-
From the Voice Word Files page, under the Domain
column, click the domain that contains the voice word file you want
to play back. A Voice Word Files page similar to the one below appears
for the selected domain.
-
In the File to upload field,
click the Browse
button, select the voice word file you want to upload, and click the
Open button.
-
Click the Start Upload button.
A message tells
you to that the file was uploaded successfully.
-
Click the BACK link to remove
the message.
Showing Missing Wave Files
To view WAVE files that are missing from a
selected
Domain:
-
From the Voice Word Files page, under the Domain
column, click the domain that contains the voice word file you want
to check. A Voice Word Files page similar to the one below appears for
the selected domain.
- From this page, you can edit a
WAVE file, record a WAVE file, and upload a WAVE file.
Showing Unused Files
To view files that are not used in the
system:
-
From the Voice Word Files page, under the Domain
column, click the domain that contains the voice word file you want
to check. A Voice Word Files page similar to the one below appears for
the selected domain.
-
Click the Show Unused Wave Files
button. A page
similar to the one below shows any missing WAVE files. All unused word
files are displayed. These files can be deleted, as they are no
longer used by the system.
Restarting the Server
The following procedure describes how to
restart the
server.
Use
the Restart
Server
command only in extreme situations. This command restarts the
server and drops all active calls. If there is a problem on this
server, we recommend that you initiate a failover to the backup
server manually using the System -> HA page and selecting the
Move
command.
|
-
In the System menu, point to Settings,
point to Restart, and click Restart Server.
The
Restart Server dialog box appears.
-
In the Password field, enter the server
password. For security, each password character you type appears as
a dot (●).
-
Click the Restart Server button.
Backing Up and Restoring
The System menu
provides a number of backup and
restore commands for performing the following operations:
-
Backing up and restoring your configuration
-
Archiving downloads, loads, and purges
-
Exporting and importing subscribers
-
Code uploads, select, and purges
Backing Up Your Configuration
To safeguard your configuration against
potential loss,
we recommend you back up your configuration.
-
From the Backup to
drop-down list, select
the file where the configuration will be backed up. To select a file
that is not shown in the drop-down list, click Other
from the
drop-down list.
-
Click the Backup
button. One of the
following actions occurs:
-
If you clicked a file in the
previous step the
configuration is backed up to the selected file and a confirmation
message appears.
-
If you clicked Other,
the system prompts
you for a file to back up to. Enter the name of the file in the
Backup to field, then click the Backup
button. The
configuration is backed up, then a confirmation message appears.
-
Click the BACK
link to remove the
message.
-
Export the backup file to
another server or
storage media of your choice. Use the Archive Download
command to download the backup file.
Restoring Your Configuration
After you back up your
configuration, use the following procedure to restore it in the event
of it becoming corrupt or being deleted.
- From the Restore from
drop-down list, select the
file where the backup configuration is to be restored.
- Click the Restore
button. A message asks whether
you are sure you want to restore.
Restoring
from a backed-up configuration overwrites all settings you have
configured.
|
Click the Confirm Restore
button to restore the
system configuration using the selected restore file (or click the
Cancel button to cancel the restore).
Downloading Archive Files
To download an archive file:
Uploading Archive Files
To upload an archive file from your
computer to the
system:
-
In the Upload from field, click
the Choose File
button and select the archive file you want to upload from.
-
Click the Upload button. A
message tells you
that the upload was successful.
Purging Archive Files
If you no longer need an archive file, you
can purge it
from the system.
-
On the System menu, point to Backup
and
Restore, and click Archive Purge. The
Archive Upload
dialog box appears.
-
In the Archive to Purge
drop-down list, select
the archive file you want to purge.
-
Click the Delete Archive button.
A message tells
you that the file was deleted successfully.
No
precautionary message appears before the archive file is deleted.
Therefore, be sure you do not need the archive file before you
delete it.
|
Exporting Subscribers
This feature is used when a larger number
of subscribers
must to be created, or if you want to export subscriber information
into a .csv file for further processing. To export subscriber (user)
information into a .csv file:
-
In the Domain drop-down list,
select a domain.
The asterisk is a wildcard character that represents all domains.
-
In the Export Type drop-down
list, select the
export type. The choices are:
-
Subscriber and Device
-
Subscriber (reserved
for future use)
-
Registrar (reserved for
future use)
-
Click the Start Export
button. A message
asks whether you want to open or save the file.
Importing Subscribers
Additional subscribers can then be added
simply by
copying and pasting them in the .csv file, and then uploading the
.csv file into the system. This obviates the need to create new
subscribers (users) one by one using the Web interface. To import
subscriber (user) information from a .csv file:
- On the System menu,
point to Export/Import, and click Import Subscriber. The
Import
Subscriber dialog box appears.
-
Complete the fields
in the
dialog box using the table below.
-
Click the Start
Import
button. A message asks whether you want to open or save the file.
-
Click the Save
button to
save the file or the Cancel button to cancel the
operation.
-
|
Field
|
Description
|
|
Import
File
|
Click
the Browse button to select the file you want to import.
|
|
Clean
Login
|
Generates a default login and password for the
imported users. The default
login is user@domain (i.e., 5202@test.com)
and the default password is 1234.
|
|
Clean
Device AOR
|
Generates
default values for the device being created fsor the imported
users (recommended).
|
|
Change
Domain
|
If
needed, change the Domain to which the users are imported.
|
|
Purge
|
Purges
the imported users. This is used to delete users from the
system.
|
Using the System
menu,
you can upload, select, and purge code. We recommend that you contact
the NetSapiens Support Center (support@netsapiens.com) before using
these commands.
Uploading Code
-
In the Upload
from
field, click the Browse button and select the file
you want
to upload. The file can contain either code or a user interface.
-
Perform one of the
following
steps:
-
To upload code,
click the
Upload Code button
-
To upload a user
interface,
click the UI button.
Selecting Code
Using the Select
Code
command, you can apply a selected SiPbx filename and user interface
filename.
-
|
Field
|
Description
|
|
SiPbx
Version
|
Read-only
field that shows the version of the SiPbx.
|
|
SiPbx
Filename
|
Use
the drop-down list to select a SiPbx filename.
|
|
NCS
Version
|
Read-only
field that shows the version of the NetSapiens Conferencing
Server (NCS).
|
|
NCS
Filename
|
Use
the drop-down list to select an NCS filename.
|
|
UI
Version
|
Read-only
field that shows the version of the user interface.
|
|
UI
Filename
|
Use
the drop-down list to select a user interface filename.
|
Purging Code
Using the Code
Purge
command you can delete code and/or a user interface.
-
To delete code,
select the code
to be deleted using the Code to delete drop-down
list.
-
To delete a user
interface,
select the user interface using the UI to delete
drop-down
list.
-
Click the Delete
File
button.
-
When the next
message appears,
click the BACK link.
Managing Admin Accounts
Using the Admin
Accounts
command in the System menu, you can add, edit, and
delete
system administrator accounts. System administrators are managed
using the System Admin Accounts page.
To Display the
System Admin Accounts Page
-
|
Column
|
Description
|
|
Login
|
Login
name for the admin.
|
|
Domain
|
Domain
to which the login name belongs. An asterisk indicates all
domains.
|
|
Reseller
|
Reseller
to which the admin name belongs.
An asterisk indicates all resellers.
|
|
First
Name
|
First
name of the administrator.
|
|
Last
Name
|
Last
name of the administrator.
|
|
Type
|
Administration
Account
type. The choices are:
Admin
= System Administrator and has access to all functions system wide
TAC
= the highest level, one level above Admin. The TAC login
type can edit/modify the Admin parameters and the parameters of all the
other login types, while the Admin can only change
the field values of those parameters.
LEA
= Legal Intercept has access to Legal Intercept related
parameters only
Reseller
= has access to all Domains that belong to this Reseller
Domain
= has access to all users and functions belonging to this
Domain
User = has
access to the parameters specific to that user only
Operator = used
as the central access point and has access to the Operator parameters
only
|
|
Language
|
Language
associated with this system administrator.
|
|
Time
Zone
|
Time
zone associated with this system administrator.
|
|
Status
|
Status
of the system administrator.
Active
= administrator is active. (default)
Inactive
= administrator is inactive (no access).
|
Initially, the
System Admin
Accounts page shows all the system administrator accounts in the
system. To locate a particular system administrator account, you can
use the Select Reseller or Domain
drop-down list at the
bottom-left side of the System Admin Accounts page to filter system
administrator accounts by reseller and/or domain.
If the
number of system
administrator accounts shown exceeds what the page can display, a
next link appears at the lower right area of the
page. Click
this link to display the next page of system administrator
accounts.
The System
Admin Accounts page
also has a Refresh button. After you add, edit, or
delete a
system administrator account, click this button to update the
contents on this page.
Filtering System Administration Accounts by
Reseller and/or Domain
Initially,
the Reseller
and Domain fields contain an asterisk. This
character means
the System Admin Accounts page shows system administrator accounts
for all resellers and domains. To filter the accounts by a particular
reseller and/or domain:
The
Reseller and Domain
drop-down lists can be used
together to narrow your view by filtering system administrator
accounts by reseller and domain.
|
Adding New System
Admin Accounts
From the
System Admin Accounts
page, click the Add Account button.
The Add Access
Account dialog box appears.
-
Click the Create
button
to exit the dialog box, then click the Refresh
button. The
System Admin Account you added appears on the System Admin Accounts
page, with the settings you selected in the Add dialog box.
-
|
Column
|
Description
|
|
Login
|
Enter
the login name for the system administrator.
|
|
Domain
|
Enter
the domain to which the system administrator will belong. An
asterisk means the administrator belongs to all domains.
|
|
Reseller
|
Enter
the reseller to which the system administrator will belong. An
asterisk means the administrator belongs to all resellers.
|
|
First
Name
|
Enter
the first name of the system administrator.
|
|
Last
Name
|
Enter
the last name of the system administrator.
|
|
E-mail
|
Enter
the email address of the system administrator.
|
|
Language
|
Enter
the language associated with the system administrator.
|
|
Time
Zone
|
Enter
the time zone for the system administrator.
|
|
Type
|
Admin
type. The choices are:
Admin
= system administrator (has access to all functions system
wide).
LEA
= Legal Intercept (has access to Legal Intercept-related
parameters only)
Reseller
= has access to all domains that belong to this reseller.
Domain
= has access to all users and functions belonging to this
domain.
|
|
Password
|
Enter
the password for the system administrator.
|
|
Status
|
The
status for the system administrator:
Active
= system administrator is active. (default)
Inactive
= system administrator is not currently active.
|
Editing System
Admin Accounts
There may
be times when you need
to edit the information for a system administrator account. To edit a
system administrator account:
The
password for the System Administrator is not shown. A new password
can be entered, but the existing password cannot be recovered.
|
Deleting System Admin Accounts
If you no
longer need a system
administrator account, use the following procedure to delete it from
the system.
From the
System Admin Accounts
page, under the Login column, click the login whose
system
administration account settings you want to edit. The Details dialog
box appears.
-
Click the Delete
button.
A precautionary message asks if you are sure you want to delete the
item.
-
Click OK
to delete the
system administrator account (or click Cancel to
retain it).
-
Click the Refresh
button
to update the screen.
Managing Operator Access
Using the Operator
Access
command, you can add and manage operators in a Call Queue. This
feature is used in call center applications, where multiple operators
handle calls in a queue and where the NetSapiens agent console is
used.
Operator
access tasks are
managed using the Operator Access page.
To Display the
Operator Access Page
The picture
below shows an example of the
Operator Access page. The table below describes the columns in the
Operator Access
page.
-
|
Column
|
Description
|
|
Queue
Domain
|
Name
of the domain where the call queue is configured.
|
|
Queue
Name
|
Name
of the call queue.
|
|
Operator
Domain
|
Name
of the domain where the user (operator) is located.
|
|
Edit
|
Click
the Edit link to edit the details for an operator.
|
|
Status
|
Status
of the operator.
|
|
Console
Refresh(s)
|
Refresh
rate of the NetSapiens agent console.
0
= no automatic refresh. (default)
|
|
Active
Call Domain
|
Name
of the domain handling the calls.
|
Initially,
the Operator Access
page shows all the operators in the system. To locate a particular
operator, you can use the Select Reseller or Domain
drop-down list at the bottom-left side of the Operator Access page to
filter operator by reseller and/or domain.
If the
number of operators shown
exceeds what the page can display, a next link appears at the lower
right area of the page. Click this link to display the next page of
operators.
The
Operator Access page also
has a Refresh button. After you add, edit, or
delete operator
access information, click this button to update the contents on this
page.
Filtering Operator Access by Reseller and/or
Domain
Initially,
the Reseller
and Domain fields contain an asterisk. This
character means
the Operator Access page shows operators for all resellers and
domains. To filter the operators by a particular reseller and/or
domain:
-
To filter operators
by a
particular reseller, select a reseller in the Reseller
drop-down list.
-
To filter operators
by a
particular domain, select a domain in the Domain
drop-down
list.
The
Reseller and Domain
drop-down lists can be used
together to narrow your view by filtering operators by reseller
and domain.
|
Adding New Operators
-
Select the status,
console
refresh (in seconds), and active call domain from the drop-down
lists, then click the Create Operator button. A
message tells
you that the new operator was created successfully.
Editing Operators
-
Change the status,
console
refresh (in seconds), and active call domain from the drop-down
lists, then click the Create Operator button. A
message tells
you that the new operator was created successfully.
Deleting Operators
If you no
longer need an
operator, use the following procedure to delete it from the system.
-
From the Operator
Access page,
under the Edit column, click the EDIT
link for the
operator you want to edit. The Operator Access Details dialog box
appears.
-
Click the Delete
button.
A precautionary message asks if you are sure you want to delete the
item.
-
Click OK
to delete the
operator (or click Cancel to retain it).
-
Click the Refresh
button
to update the screen.
Managing Call Dispositions
Using the Call
Disposition
button on the Operator Access page, you can add, edit, and delete
call disposition reasons. Call dispositions are codes the operator
enters after a call has been completed. In a call center scenario,
for example, dispositions can describe the outcome of the call (e.g.,
“Made Sale,” “Need to follow up,” or “Number busy”). The
call center management must enter the correct codes here.
Call
disposition tasks are
managed using the Call Disposition page.
To Display the
Call Disposition Page
From the
Operator Access page,
click the Call Disposition button.
The picture
below an example of the Call
Disposition page. Like the Operator Access page, this page has fields
for filtering the call dispositions by reseller and domain. If the
number of call dispositions shown exceeds what the page can display,
a next link appears at the lower right area of the page. Click this
link to display the next page of operators.
-
|
Column
|
Description
|
|
Domain
|
Domain
name of the call queue for which a disposition is created.
|
|
Type
|
Type
of call, inbound or outbound, for which disposition is created.
|
|
Disposition
|
Disposition
text.
|
|
#
Specific Reason
|
Subcategory
to the disposition text. Multiple specific reasons can be
entered under one disposition.
|
Adding Call Disposition Reasons
To add a
call disposition reason
from the Call Disposition page:
Deleting Call Disposition Reasons
|
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