AnyDevice/Softphone

AnyDevice

AnyDevice enables any phone to be integrated into the communications infrastructure – entirely within the meaning of “Bring Your Own Device” (BYOD). This makes it possible for employees to use not only office phones but also personal or business mobile phones, too. They can make phone calls in their home office or at the customer’s. A major part of the range of CTI services is available via the devices without changing the software operation. The XPhone Connect ensures a clear distinction between private and company costs.

The employee can thus decide where he is best reached: on leaving the office, with a click he switches to his mobile device and answers all incoming calls directly on his mobile phone. Once at home, AnyDevice can be switched just as easily to the connection in the home office.

Any phone accessible via the PBX or any phone number that can be dialled can be stored in XPhone Connect as an independent device. When a call is initiated via PC, the set device is called by XPhone Connect. If the employee accepts the call there, the connection is established to the desired party. The connection remains active via their own company and thus enables further telephony functions (see inbound calls and outbound calls).

Advantages and features

• Select any phones:

  Use of any devices with full CTI control.

• CTI control:

  Phones used via AnyDevice can be conveniently controlled from your PC. Functions such as hanging up, consultation, swap hold and forwarding are also available here.

• Call status display:

  Any call made with AnyDevice is displayed in an employee’s presence/telephony status display (call status).

• Call logging:

  All incoming and outgoing calls made via AnyDevice are logged in the central journal.

• One Number function:

  By activating AnyDevice, mobile calls can also be made via the office number. For this the XPhone Call Controller first connects to the XPhone Connect Server and then dials the desired number.

Softphone

Using XPhone Connect Softphone, the telephony functions of XPhone Connect can be used without a system telephone. Voice is input and output either via the computer’s microphone and loudspeaker, a headset or even a conference system. You can use the softphone to replace your hardware telephone or use it in addition to your existing telephone.

With XPhone Connect Softphone, every employee always has their fixed extension number - regardless of which desk they pitch their tents or laptop at. The softphone is almost fully operational in both terminal server environments and virtualized environments (see Limitations).

The control of conversations in the XPhone Connect Client thus also allows direct access to functions of a headset, for example - so the microphone can be muted in the call or meeting and calls can be accepted or hung up via the switch on the headset if the hardware is supported.

With the XPhone Connect softphone, you make calls in a VOIP-Ready network in HD quality…. All values that determine your call quality can be displayed at any time via a clear traffic light system, if required.

Softphone is a AnyDevice, all functions and requirements apply equally to the XPhone Connect Softphone feature.

Functions and licenses

Where are the AnyDevice/Softphone functions available and what licenses are required?

AnyDevice/Softphone is available to any XPhone Connect Office Plus user. Another prerequisite is the XPhone Call Controller: The Call Controller handles routing functions and allows telephony functions such as consultation, swap hold and conference calls.

Channel usage

Depending on the scenario, a certain number of SIP and trunk channels are required in the PBX.

Example of the use of an employee’s AnyDevice in the home office:

• 2 SIP channels

• 2 trunk channels

Hint

• The network must be VoIP-ready so that AnyDevice can run reliably, stably and with good voice quality. We recommend separating voice and data in the network or prioritising them

• Please also keep in mind when planning that additional external channels and internal SIP channels may be required in the telephone system for these services. An external telephone call with an external AnyDevice, for example, requires two external channels and three external channels for redirecting to an external participant.

• XPhone Connect Server resources are used by all XPhone services. CPU/RAM utilisation of more than 80% can cause disturbances and quality losses during XCC voice transmission (conference, AnyDevice, Follow-Me). By allocating additional CPU cores or RAM for the XPhone Connect Server, such impairments can be reduced and/or additional participants supported

• For a conference call to work from an AnyDevice query, the office number must be saved in E164 format in the master data, e.g. +4989840798192.

Attention

When shutting down the XPhone Connect Server, all active SIP calls are disconnected at the XCC and existing conferences deleted.

Licenses required

• XPhone Connect Office Plus

• XPhone Connect Server

Example of incoming calls with Follow-Me

As soon as an employee enables the Follow-Me function, all calls are forwarded to the set phone. The telephone status is transferred so that colleagues can see when the employee is available or on a call. Via the CTI control via PC, the employee is as flexible as if he were in the office.

The connection from participant A to participant B is always established via the company and remains active. This means all functions (swap hold, consultation, hold etc.) are available just as in the office. At the same time, the caller only sees the extension of the company and not, for example, the mobile number.

Explanation of illustration: A customer dials the phone number of an employee. This phone number is forwarded by the “Follow-Me” function to the XPhone Call Controller. The Call Controller knows the phone number where the employee can be reached. It dials this number (e.g. home office) and tells the XPhone Connect Server the presence and line status etc. The employee can be reached via his office number and via the XPhone Connect Client has full access to telephony functions such as consultation, swap hold, conference call and call transfer.

Example of outgoing calls and One-Number function

If an employee wants to use a mobile phone in his home office, he sets it up in his XPhone Connect Client. If he now dials a phone number via the client, he immediately receives a call on his mobile. As soon as he accepts the call there, he is connected to the desired party. Because the connection is active via the XPhone Call Controller, the employee has all CTI functions (consultation, swap hold, conference call, call transfer) available to him. In addition, the phone status is transferred, so colleagues know when the employee is available or on a call.

Because the callback method is used, the employee has no costs in his own country. Even when used in foreign mobile networks, the callback method is normally advantageous because the roaming costs for incoming calls are generally cheaper than for outgoing calls.

Only the company phone number (One-Number) is displayed to the communication partner.

One-Number function

Thanks to AnyDevice, the office number is displayed for outgoing calls (Clip-No-Screening). The One-Number function is also available with the XPhone Connect Mobile app.

Start-up

Various configuration steps must be taken to start up AnyDevice. The configuration items are distributed over the admin interface. The following list helps you during start-up.

1. Activating the XPhone Call Controller

   System settings > Telephony & Meetings > Telephony > SIP > XCC > Uncheck Deactivated.

2. Creating the SIP trunk

   System settings > Telephony & Meetings > Telephony > SIP: Configure a SIP trunk for AnyDevice/Softphone. This is required independently and separately from the XCAPI trunk.

3. Location settings - AnyDevice/Softphone

   Location-specific settings can be made for AnyDevice. For example, AnyDevice can be deactivated for the location here.

4. AnyDevice wizard (in User Management)

   With this wizard, you add or remove an AnyDevice line to a user individually or collectively. A distinction can be made between softphone-only and softphone-twinning users (with CTI device).

5. Call transfer from AnyDevice devices

   If a call transfer from AnyDevice is not possible in a particular case.

Hint

Please note the options for AnyDevice operating mode (in combination with a CTI line or Only) in the wizard in the user administration!

Attention

For AnyDevice/Softphone to be used in combination with a CTI device, a line must have been assigned to the user(s) (via connector, manually in the user profile, or via setting in the PBX).

AnyDevice/Softphone in combination with office phone

Please note the following when using AnyDevice in combination with an office phone:

Switching from an office phone to AnyDevice/Softphone

In the bottom right of the XPhone Connect Client, all devices are listed in the Use device menu which have been set up for AnyDevice, under Manage devices. The office phone number from the user data is used as standard. Up to two other numbers can also be set up manually, see also Inbound calls..

Follow-Me

When you select the Follow-Me option for numbers set up in the Manage devices menu, all inbound calls are automatically forwarded to the corresponding end device as soon as AnyDevice is switched on. Calls made from the XPhone Connect Client are always initiated by a callback from the office phone to the AnyDevice device. Then the call is set up to the number dialled, see also Outbound calls.

Accepting/Forwarding calls to an AnyDevice with Follow-Me forwarding

While the office phone is ringing, calls can be picked up at an AnyDevice with Follow-Me forwarding or redirected (Redirect/Deflect function via Call Control interface, e.g. TAPI/CSTA). Depending on the PBX, it may not be possible to redirect to a phone where forwarding is activated. The following workaround is available for this problem to enable forwarding directly to the SIP trunk when configured accordingly.

1. Under System settings > Telephony & Meetings > Telephony > SIP in the web administration, open the SIP trunk for your PBX.

2. Click Add in the Advanced settings tab.

3. Select the XccUseDirectRedirecting parameter from the list and set the value to 1 to activate the mode.

4. Confirm the setting.

5. To enable the XPhone Connect Server to reach the AnyDevice device when using direct redirecting, the XccGatewayInPrefix parameter also needs to be added. The value entered here specifies the station number range at which AnyDevice participants are available from the voice gateway (PBX). The numbers of the AnyDevice end devices in the XCC are identical to the extensions for the respective users in the voice gateway. The XccGatewayInPrefix is used to make the AnyDevices unique in the voice gateway number plan.

Tip

Please note the settings of the Phone number prefix.

AnyDevice/Softphone only

The AnyDevice/Softphone Only operating scenario does not include an office line but rather AnyDevices/Sotphone only.

If a user is to receive AnyDevice Only (i.e. without CTI line), a phone number (line number) needs to be defined. Usually, this constellation entails an entire station number range (e.g. 4XX) being routed from the PBX towards XCC, from which the desired phone number for the user needs to be selected. This number is also the number of the AnyDevice line.

Setting up / Making available AnyDevice

Hint

For a user to receive AnyDevice Only or AnyDevice in combination with a CTI line, the AnyDevice wizard in the user administration must be run with the respective option (combination of CTI line or Only).

The Manage devices dialogue is at the bottom right of the Client. The user can enter his AnyDevices here. If the user’s mobile and/or home office numbers (from the master data) are to be set up in advance as AnyDevice, the various possibilities can be selected in the web administration under AnyDevice in User management > location > Settings > Telephony. Under Any numbers in the Manage devices dialogue in the Client, the user is supplied with two fields to be used as he wishes for other AnyDevice numbers.

Set call forwarding

In this case, the line is given the same forwarding dialogue as a CTI line via the Adjust call forwarding dialogue in the lower centre of the Client:

• Call forwarding off

• All calls to > destination phone number, VM

• Internal calls to > destination phone number, VM

• External calls to > destination phone number, VM

• Do not disturb

Hint

Follow-Me is not available in this operating mode.

Additional CTI line

It is possible to add another CTI line to an AnyDevice Only user in the web administration. The additional line then appears for the user in the XPhone Connect Client as a separate device.

In principle, AnyDevice/CTI operation is possible but it must be noted that as soon as switches are made to the CTI line, the AnyDeviceOnly Inbound case (inbound call to the AnyDevice) no longer works, i.e. only the line which has been additionally set up is called (only the permanent office phone can be used) and this constellation may therefore not be recommended.

Change AnyDevice/Softphone modus

AnyDevice/Softphone can be used in combination with a CTI end device or as an independent line (Only). Change between the modes as described below.

Attention

Before changing to AnyDevice mode, the existing function must always be removed first!

Removing the existing AnyDevice function with the AnyDevice wizard in the user administration

1. User management > Location and click the User tab at the top.

2. Select the requisite user(s) > Other… > AnyDevice/Softphone configuration.

3. Remove AnyDevice function > Next > Complete.

Set up new AnyDevice/Softphone function with AnyDevice Wizard

Hint

Softphone is also regarded as an AnyDevice if AnyDevice is used as a generic term hereinafter.

In the administration interface, navigate to User management > Location and click the Users tab at the top.

1. Select the user or users to set up the respective AnyDevice and Softphone function.

2. Now click on *AnyDevice/Softphone configuration at the top.

3. The AnyDevice/Softphone wizard starts and shows the following pages:

   • Select action

   • Select SIP gateway

   • Options

   • Checking requirements

   • Summary

   • Executing action

   • Result

Attention

For AnyDevice/Softphone to be used in combination with a CTI device, a line must have been assigned to the user(s) (via connector, manually in the user profile, or via setting in the PBX).

Fallback and drop

AnyDevice offers the possibility of advanced settings (Client > Manage devices > Advanced settings). It is possible to specify here where calls are to be forwarded to when lines are busy, when the called party is not available or after a certain number of rings. It is also possible to distinguish between internal and external calls. The following possibilities are available for individual cases (always distinguishing between internal/external callers):

Free fall

• Forwarding to number as scheduled, VM1 1

Softphone/AnyDevice busy

• Drop destination

• Call forwarding to VM1 1

• Busy tone

• Call waiting

1(1,2)

Please be sure to note the information below regarding AnyDevice forwarding to voicemail.

Hint

• It is only possible to determine that the AnyDevice is busy if the call was set up / made via the XCC. If a call is made directly using the end device, the “busy” application can not be identified and call forwarding when busy will not work.

• The settings applicable for Busy also take effect when the call can not be transferred in case of an error.

Hide call forwarding features

If call forwarding features do not work for reasons relating to SIP Trunk incompatibilities, it is possible to hide these features on the Client.

For

• all lines of a PBX under Systemeinstellungen > Telefonie & Meetings > Telefonie > SIP > SIP gateway > Parameter sets for lines (advanced settings) or

• for individual lines under Systemeinstellungen > Telephony & Meetings > Telefonie > Leitungen > Line > Advanced settings

this requires setting the respective parameters at FALSE:

For Busy

ShowForwardBusy

For As scheduled

ShowForwardNoAnswer

All parameters are set at TRUE by default.

Clip-No-Screening

In the case of an inbound AnyDevice call (Follow-Me), the caller’s phone number can be shown on the AnyDevice and the One-Number feature can be signallised to the caller.

The same applies for outbound calls; the number of the called party is shown in the AnyDevice and the called party is shown the AnyDevice user’s One-Number.

This is subject to the CLIP-No-Screening feature being supported and having been set up.

Attention

Exceptions: In some countries, only the central office is signalled due to legal regulations.

Configuring exceptions

Ring Back with Follow-Me

In some PBX systems, it is not possible for ring back external callers to be passed on to the PSTN when using AnyDevice with Follow-Me.

For this purpose, the value for XccSipEarlyRingBack must be set to TRUE in the Advanced Settings of the SIP gateway concerned:

• System settings > Telephony & Meetings > Telephony > SIP > SIP gateway > Advanced settings > Add

• Enter the parameter value indicated above and click Accept.

Attention

This setting is necessary for the Alcatel OXE.

AnyDevice forwarding to voicemail

It may be that on some PBXs the redirecting ID is lost during the transition from the SIP trunk from the XCC to the SIP trunk to the XCapi. This means that AnyDevice call forwarding to the Global Voicemail Number will not work. For this case, the voicemail must be set up with prefix and extension.

Hint

An example of this is OpenScape Business.

Changing the music on hold in XCC

To change the music on hold in XCC, the default.wav file must be replaced. You can find this

• at the integrated XCC under:

  • C:\Program Files\C4B\XPhone Connect Server\XCC\sounds\music\8000

• at the outsourced XCC:

  • /usr/share/freeswitch/sounds/music/8000/

The following requirements apply to the new audio file:

• .wav - format

• Maximum size of 1MB

• 8000Hz

• Mono channel

Payload Separation

If an XPhone user in the home office is connected to the company via a VPN connection and uses Softphone Desktop, it may make sense that the media data (audio stream) is not sent via the VPN connection, but via the Internet. This can be achieved with Payload Separation.

Requirements

To enable a path for audio media outside the VPN tunnel, the following requirements must be met:

• The host of the VPN client must also be able to reach the Internet directly.

• The XCC and the corresponding SIP gateway must be configured for external media and accessible (WebRTC).

Configuration

Since you want the media candidate, which goes through the VPN tunnel, not to be used anymore, you have to specify a path under System settings > Telephony & Meetings > Telephony > SIP > XCC

• …the IP address (ACL) for the VPN network is removed from the Private IP address ranges list.

• …the remote IP address (ACL rule) must be added to the Access control over IP address areas (blacklist) list.

  • If there are multiple IP address ranges which should be suppressed in any case, these can also be added.

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