Performing System Operations

Contents

  1. 1 Displaying System Status
    1. 1.1 Managing System Settings
    2. 1.2 Viewing the System ID
  2. 2 Displaying License Information
    1. 2.1 Updating Licenses
    2. 2.2 Updating a License Key
  3. 3 Viewing and Changing Timers
    1. 3.1 Changing Timer Settings
  4. 4 Viewing and Changing the Time and Date
    1. 4.1 Changing the System Time and Date
  5. 5 Viewing and Changing Primary and Secondary DNS Addresses
  6. 6 Viewing and Changing Local LAN Mask and WAN-side IP
  7. 7 Viewing, Editing, and Deleting Default Values
    1. 7.1 Adding Default Values
    2. 7.2 Changing Default Values
    3. 7.3 Editing Default Values
  8. 8 Changing or Deleting Default Value Settings
    1. 8.1 Deleting Default Values
    2. 8.2 Editing Configuration Values
  9. 9 Viewing and Changing Voice Word Files
    1. 9.1 Adding Voice Word Files
    2. 9.2 Editing Voice Word Files
    3. 9.3 Deleting Voice Word Files
    4. 9.4 Recording Voice Word Files
    5. 9.5 Voice Word Files Dialog Box
    6. 9.6 Playing Back Voice Word Files
    7. 9.7 Uploading Voice Word Files
    8. 9.8 Showing Missing Wave Files
    9. 9.9 Showing Unused Files
    10. 9.10 Restarting the Server
  10. 10 Backing Up and Restoring
    1. 10.1 Backing Up Your Configuration
    2. 10.2 Restoring Your Configuration
    3. 10.3 Downloading Archive Files
    4. 10.4 Uploading Archive Files
    5. 10.5 Purging Archive Files
    6. 10.6 Exporting Subscribers
    7. 10.7 Importing Subscribers
    8. 10.8 Uploading Code
    9. 10.9 Selecting Code
    10. 10.10 Purging Code
  11. 11 Managing Admin Accounts
    1. 11.1 To Display the System Admin Accounts Page
    2. 11.2 Filtering System Administration Accounts by Reseller and/or Domain
    3. 11.3 Adding New System Admin Accounts
    4. 11.4 Editing System Admin Accounts
    5. 11.5 Deleting System Admin Accounts
  12. 12 Managing Operator Access
    1. 12.1 To Display the Operator Access Page
    2. 12.2 Filtering Operator Access by Reseller and/or Domain
    3. 12.3 Adding New Operators
    4. 12.4 Editing Operators
    5. 12.5 Deleting Operators
  13. 13 Managing Call Dispositions
    1. 13.1 To Display the Call Disposition Page
    2. 13.2 Adding Call Disposition Reasons
    3. 13.3 Deleting Call Disposition Reasons

Displaying System Status

The 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:

  • From the License page, under the ID column, click an ID. The License Update screen appears



Updating a License Key

  • Change the fields in the License Update dialog box 

  • Click the Update button.

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


To 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:

  • From the Default Values page, click the Add button. The dialog box in appears.



Changing Default Values

  • Select a table name from the Table Name drop-down list.

  • Click the Select Table button. The dialog box below appears.



  • Change the values in the dialog box

  • Click the Create button.

  • Click the Refresh button to update the screen.


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:

  • From the Configuration page, under the Parameter column, click the parameter whose setting you want to change. A Config Details dialog box appears for the parameter you selected



Config Details Dialog Box
  • In the Value field, change the value for the parameter.

  • Click the Modify button.

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:

  • From the Voice Word Files page, under the Domain column, click the domain where you want to add the voice word file. A Voice Word Files page similar to the one below appears for the selected domain.


  • Click the Add Word File button. The Voice Word Files dialog box appears



  • 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.



  • In the Filename field, change the filename.

  • Click the Modify button.


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.

  • Under the Upload column, click the Upload link for the voice word file you want to upload. The Voice Word Files dialog box appears.



  • 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.

  • Click the Show Missing Wave Files button. A page similar to the one below shows any missing WAVE files. Only missing word files are displayed.

  • 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.



  • From this page, you can edit an unused file, record an unused file, and upload an unused file.

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.

  • On the System menu, point to Backup and Restore, and click Configuration Backup. The Configuration Backup dialog box appears.



  • 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.

  • On the System menu, point to Backup and Restore, and click Configuration Restore. The Configuration Restore dialog box appears.



  • 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:

  • On the System menu, point to Backup and Restore, and click Archive Download. The Archive Download dialog box appears.



  • Using the File to Download drop-down list, select the archive file you want to download.

  • Click the Download File button. A message asks where you want to save the archive file on your computer.

  • Click the Save button to save the file (or click Cancel to cancel the operation).


Uploading Archive Files

To upload an archive file from your computer to the system:

  • On the System menu, point to Backup and Restore, and click Archive Upload. The Archive Upload dialog box appears.


  • 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.

  • Click the BACK link to remove the message.


Purging Archive Files

If you no longer need an archive file, you can purge it from the system.

  1. 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.

  • Click the BACK link to remove the message.


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:

  • On the System menu, point to Export/Import, and click Export Subscriber. The Export Subscriber dialog box appears.


  • 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.

  • Click the Save button to save the file or the Cancel button to cancel the operation.


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

  • On the System menu, point to Backup and Restore, and click Code Upload. The Code Upload dialog box appears.


  • 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.

  • On the System menu, point to Backup and Restore, and click Code Select. The Code Select dialog box appears.


  • To select a different SiPbx filename or user interface filename, click the Change button. The Code Select dialog box in appears.


  • Complete the fields in the Code Select dialog box following the table below.

  • Click the Apply button.

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.

  • On the System menu, point to Backup and Restore, and click Code Purge. The Code Purge dialog box appears.


  • 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

  • On the System menu, click Admin Accounts. A page similar to the one shown below appears.




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:

  • To filter system administrator accounts by a particular reseller, select a reseller in the Reseller drop-down list.

  • To filter system administrator accounts 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 system administrator accounts by reseller and domain.



  • Click the Refresh button. Only the system administrator accounts that correspond to the reseller and/or domain you selected are displayed in the System Admin Accounts page.

Adding New System Admin Accounts

    From the System Admin Accounts page, click the Add Account button. The Add Access Account dialog box appears.


  • Complete the fields in the Add Access Account dialog box following the table below.

  • 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:

  • 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.


  • Change the values in the Details dialog box as necessary.




The password for the System Administrator is not shown. A new password can be entered, but the existing password cannot be recovered.



  • Click the Modify button to exit the dialog box, then click the Refresh button to update the screen.

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

  • On the System menu, click Operator Access.

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.



  • Click the Refresh button. Only the operators that correspond to the reseller and/or domain you selected are displayed in the Operator Access page.

Adding New Operators

  • From the Operator Access page, click the Add Operator button. The Operator Access dialog box appears.


  • Select a queue domain from the Queue Domain drop-down list, then click the Select Queue Domain button. The Add Operator dialog box appears.



  • Select a queue name from the Queue Name drop-down list, then click the Select Queue button. The Operator Access dialog box appears.



  • Select an operator domain from the Operator Domain drop-down list, then click the Select Operator Domain button. The Operator Access dialog box appears



  • Select an operator number from the Operator Number drop-down list, then click the Select Operator button. The Operator Access dialog box appears.



  • 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.

  • Click the Back link to remove the message.

Editing Operators

  • 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.


  • 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.

  • Click the Modify button to exit the dialog box, then click the Refresh button to update the screen.

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:

  • Under the # Specific Reason column, click a link that corresponds to the domain where you want to add a call disposition reason. A Call Disposition page similar to the one below appears.



  • Click the Add Reason button. The Add Specific Reason dialog box appears


  • In the Specific Reason field, enter a reason.

  • Click the Add Reason button. The reason appears on the Call Disposition screen.

Deleting Call Disposition Reasons

  • Under the # Specific Reason column, click a link that corresponds to the domain associated with the reason you want to delete. A Call Disposition screen similar to the one below appears.

  • Click the Delete Reason button. The Delete Specific Reason dialog box appears


  • From the Specific Reason drop-down list, select a reason.

  • Click the Delete Reason button. The reason is deleted.



    No precautionary message appears before the reason file is deleted. Therefore, be sure you do not need the reason before you delete it.