OpenScape 4000

CTI (CSTA)

System requirements

OpenScape 4000

  • V6 (CSTA V1_R11.200.0) or V5 with OpenScape 4000 CSTA

  • License requirements:

    • CAP client licenses with the application identifier C4B CTI Solutions, CAP-S or CAP-A are required.

    • There must be enough licenses with the same identifier to cover all lines you wish to create on the XPhone Connect Server.

    • Operation with mixed license IDs is only possible if each an SCC proxy was set up for each license.

XPhone Connect Server

  • Supported from XPhone Connect Server V5.0

Configuring the PBX

CTI connection

Configure the CSTA interface of OpenScape 4000 in the web administration interface CBAdmin. Select the menu item Configuration. Use the PBX link 5 and the SubApp 25, which are already configured in default. For each telephone system in the XPhone Connect Server, one application must be set up in OpenScape 4000. In the present example, the application is called XPhone: A new connectivity adapter may have to be created in advance in V5 systems.

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Enter the same port that is also set in the telephone system of the XPhone Connect Server in the application configuration (here XPhone).

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Under Status, you can see if the XPhone Connect Server is connected with OpenScape 4000 (target value Connected).

DINIT for RCG groups

Problem

When working at OpenScape 4000 with RCG groups (RCG: route control group) and setting forwarding via CSTA for a monitored line, the telephone system does not provide the telephone number associated with the group in the CSTA ForwardEvent but an internal number (DNIT), which cannot be used for address identification in the address book.

System requirements

At least “CSTA Hotfix V1 R11.202.09” must be added at OpenScape 4000.

Assignment table for DINIT and telephone number

In the directory Common Files\C4B, a *.txt-file must be created (e.g. myExample.txt) containing a mapping of RCG groups for destination numbers.

The format is pre-defined and must look as follows:

  • RCG-Gruppe“=“DN

Example:

  • 126=978810

  • 137=978897

  • 139=978896

  • 121=978800

Configuration in the XPhone Connect Server admin GUI

  • Select the corresponding PBX under System settings > Telephony & Meetings > Telephony > CTI.

  • In the tab Advanced settings, click Add and enter the name AdaptNumericNumberFile with the value myExample.txt (name of the *.txt-file) and click Apply and Save.

If errors occur during the procedure, e.g. DINIT/RCG group number cannot be mapped because the entry is missing, the DINIT with leading # is shown as Forward DN at the XPhone Connect Client.

Extracting RCG group no. from DINIT

To calculate the group number from DINIT, the value 33554432 is subtracted from it.

Example:

The DINIT 33554558 minus 33554432 gives the group number 126 (used in AMO).

Explanation with hexadecimal notation:

The DINIT is converted from decimal to hexadecimal. The last three bytes (six digits) contain the RCG group number, the highest byte has the identifier 02 for RCG.

Example:

DINIT 33554558 (decimal) corresponds to 0x0200007e. The last three bytes 000007e give the RECG group 126 in decimal.

ACD functions of RCG groups

Monitoring of queues in ACD groups is done with so-called RCG groups. They must be set up with AMO in OpenScape 4000 .

Setting up lines for monitoring

An RCG group (RCG: route control group) is set up like a normal CTI line. It is then assigned to those CTI users that are to work as ACD agents in addition to their main line.

For identification of an RDG group, its number (set up with AMO) is used plus the constant 33554432 (corresponds to 0x2000000 hexadecimal). In addition, a # character is used as prefix to mark that this is not a telephone number but a DNIT.

Example:

Group number 101 plus 33554432 gives: #33554533.

System settings > Telephony & Meetings > Telephony > Lines > New line

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Under Advanced settings, the entry OverrideCSTADeviceCategory must be generated with a value of 0. To do this, click Add and then Apply after successful configuration, then click Save.

Activating the ACD functions in the XPhone Connect Clients

For an agent to be able to see the calls in the queue and adopt them in the XPhone Connect Client, if required, he must be assigned the RCG group as additional CTI line. Keep in mind that calls are only visible in the client while they are in the queue (i.e. until they were forwarded to a workstation by the call distributor).

The line for monitoring of the RCG group is assigned to the user in his Properties under Telephony.

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For the login functions to be visible in the XPhone Connect Client, the following settings must also be made:

  1. In the properties of the User’s telephony main line (not in the line of the RCG group!):

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  1. A working configuration can be identified by the login symbol in the XPhone Connect Client. To this, click on the presence status, e.g. available in the XPhone Connect… A menu opens and you will find the ACD control at the very bottom:

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XPhone Connect configuration

System settings > Telephony & Meetings > Telephony > CTI

Click new landline gateway in the table header. The Create new landline gateway dialogue opens:

PBX type:

Select Siemens HiPath 4000 (CSTA).

Name:

Enter a unique name here.

Dialling parameter:

Select a dialling parameter.

Deactivated:

Set this flag if this gateway is to be pre-configured but not activated.

Host name or IP address:

Geben Sie hier den Hostnamen oder die IP-Adresse ein, unter welcher der Connectivity-Adapter bzw. die CSTA-Application (nicht die Telefonanlage!) erreichbar ist. Die Port-Angabe bezieht sich auf den konfigurierten Port für den CSTA-Dienst (Default: 1040).

System settings > Telephony & Meetings > Telephony > CTI > New Landline gateway

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When the configuration is completed, click Save.

Diagnostics

You can find information on diagnostics here.

XPhone Connect Line configuration

System settings > Telephony & Meetings > Telephony > Lines

The corresponding lines and users must be set up and configured in the XPhone Connect Server.

UM

UM connection

Fax/voicemail/Auto Attendant is connected via SIP Native trunking.

Tip

Set up OpenScape 4000 and XCAPI according to the TechNote by TE-Systems: XCAPI TechNote (de) - Siemens HiPath 4000-HG3500 V5 - SIP.pdf (download under TE-Systems Community ).

The following peculiarities apply for connecting the XPhone Connect Server:

  1. Add line sets, bundles and LCR entries according to the TE-Systems documentation.

  2. In WABE, set up the attribute QUER for

    • the central voicemail access number.

    • the prefix for direct access to the mailboxes (prefix plus extension = mailbox number).

    • the prefix for the fax boxes (prefix plus extension= fax box number).

  3. The routes to the XCAPI lines (set up as LRTG) must be set up in the LCR dial plan for the following number prefixes:

    • the central voicemail access number.

    • the prefix for direct access to the mailboxes.

    • the prefix for the fax boxes.

  4. Use preferably T.38 Fax. Softfax can only be used if it can be ensured that the voice data are transferred to the ISDN office in high quality.

  5. If concatenated auto attendant configurations are set up (e.g. announcement before answering > ACD > Auto Attendant) and the system cannot perform path replacement when reconnecting, the DTMF signaling must be âinbandâ, i.e. RFC2833 must be switched off.

XPhone Connect Server configuration

The following chapter contains a selection of settings for the UM gateway.

  1. Enter the dialling parameters of the ISDN central office used under System settings > UM > Gateway. Exactly one central office can be used for each server in the current version of the XPhone Connect Server.

  2. Under office prefix and LocalAccess (a parameter for advanced settings) the very number must be entered that results in the trunk line exit for the XCAPI lines (QUER).

  3. The central voicemail number and/or prefix for direct access to the personal voicebox is entered under System settings > UM > Voicemail > General. The voicemail users redirect their connection to the central voicemail number so that the voicebox is activated. With the redirecting ID, the XPhone Connect Server recognises for which user the call was originally intended.

  4. So that the voicemail player is not switched to the voicebox when forwarding is activated, the entry VMPClip is required under System settings > UM > Voicemail > General > Advanced settings (sender phone number for calls via the voicemail player).

  5. MWI is activated via Supplementary Services of CAPI (System settings > UM > Voicemail > MWI)

  6. The extension number signalled in the MWI message is also added in User management > [Location] > Settings > Voicemail > Port. In linked systems, it may be necessary to specially format the MWI sender telephone number. To do this, contact product support.

XCC

The SIP gateway for the AnyDevice and Conference service functions is completely independent of the SIP gateway for the UM functions. The SIP configuration in the telephone system is described in the telephone system documentation. You can find XCAPI documentation in the XPhone Connect installation image under \Software\Server\3rdParty\xcapi\XCAPI_Documentation.zip.

AMO & WBM configuration for the Native SIP Trunk

When using the XCC, an additional and identical Native SIP Trunk must be set up.

AMO

Sample configuration::

EINRICHTEN-BCSU:IPGW,1,1,3,"Q2324-X510",1,"0",3,,,,30,,,0,IPV4,NEIN,NEIN;

EINRICHTEN-BFDAT:3,HG3550,BKAN60&BKAN120,;

AENDERN-BFDAT:WEITER,3,HG3550,2,3,;

AENDERN-BFDAT:OK,3,JA;

EINRICHTEN-CGWB:1,3,NORMAL,10.10.40.145,255.255.255.0,,,,,,,,,,,,,,,,;

AENDERN-CGWB:CGW,1,3,GLOBIF,,,213,NEIN,0,10.10.40.1,,"100MBFD",30,0,0,0,4061,0.0.0.0,0.0.0.0,NEIN,5060,5061;

AENDERN-CGWB:CGW,1,3,SERVIF,"TRM",;

AENDERN-CGWB:CGW,1,3,ASC,29100,30099,"184","104",JA,JA,JA,NEIN,PRIO1,G711A,NEIN,"20";

AENDERN-CGWB:CGW,1,3,ASC,,,,,,,,,PRIO2,G729A,NEIN,"20";

AENDERN-CGWB:CGW,1,3,ASC,,,,,,,,,PRIO3,NONE,NEIN,"20";

AENDERN-CGWB:CGW,1,3,ASC,,,,,,,,,PRIO4,NONE,NEIN,"20";

AENDERN-CGWB:CGW,1,3,ASC,,,,,,,,,PRIO5,NONE,NEIN,"20";

AENDERN-CGWB:CGW,1,3,ASC,,,,,,,,,PRIO6,NONE,NEIN,"20";

AENDERN-CGWB:CGW,1,3,ASC,,,,,,,,,PRIO7,G729AB,JA,"20";

AENDERN-CGWB:CGW,1,3,GKDATA,,1719,"PRIMARYRASMANAGERID",,,1719,"SECONDARYRASMANAGERID",,120;

AENDERN-CGWB:CGW,1,3,MGNTDATA,,8000,,443,CLASSIC;

AENDERN-CGWB:CGW,1,3,DMCDATA,0;

AENDERN-CGWB:CGW,1,3,WBMDATA,"HP4K-DEVEL",,ENGR;

AENDERN-CGWB:CGW,1,3,WBMDATA,"HP4K-SU",,SU;

AENDERN-CGWB:CGW,1,3,WBMDATA,"HP4K-ADMIN",,ADMIN;

AENDERN-CGWB:CGW,1,3,WBMDATA,"HP4K-READER",,READONLY;

AENDERN-CGWB:CGW,1,3,GWDATA,"PRIMARYRASMANAGERID",;

AENDERN-CGWB:CGW,1,3,H235DATA,NEIN,NEIN,"h235securedgateway",,100,242-191-30-119-188-83-173-161-43-0-70-36-218-

74-169-221-78-102-174-170;

AENDERN-CGWB:CGW,1,3,SIPTRERH,NEIN,,,;

AENDERN-CGWB:CGW,1,3,SIPTRSSA,NEIN,0.0.0.0,5060,5061,300,0.0.0.0,5060,5061;

AENDERN-CGWB:CGW,1,3,DLSDATA,,18443,NEIN;

AENDERN-CGWB:CGW,1,3,JB,40,120,20,4,60,200,2;

AENDERN-CGWB:CGW,1,3,MANLANIF,0.0.0.0,0.0.0.0,NEIN,0,0.0.0.0;

EINRICHTEN-BUEND:92, "NSIP XPHONE ",30,0,*,2,ON,0,0,NEUTRAL;

EINRICHTEN-COT:92,AERF&UASE&MVLT&UELM&RRBN&SAAO&LOKN&OLCR&TSCS&VKNN&OLRD&NOFT&KTON,,;

EINRICHTEN-COP:92,,FBKW,FBKW,,;

EINRICHTEN-COSSU:,100,,,,,,,, "100 NSIP";

AENDERN-COSSU:COS,100,FBKW&QVKW&UENW,,,,,,,;

AENDERN-COSSU:COS,100,,NIB&NQVB,,,,,,;

AENDERN-COSSU:COS,100,,,FBKW&QVKW&GRUBE&MULTRA,,,,,;

EINRICHTEN-TDCSU:NEU,1-01-003-0,92,92,0,0,100,7,7,"SIP-TRUNK

",0,"ECMAV2",8,,KEINE,,,,GDTR,N,QUER,KEINE,N,0,,00,0,,,,31,VIELE,1-1-

92,0,1,1,LEER,92,5,N,,,,,,16,8,8,0,1,EC&G711&G729A&G729AOPT,,92,AB,J,TRADITIO,0,60,60,HG3550IP,1&&30,N,1,,0,0,0,0,0,J,;

EINRICHTEN-RICHT:KZ,92,92,,,0,ALLE,"XPhone Connect ",,,92,,,,92,,,,,,1-1-92,JA,,1-1-92,NEUTRAL,NEIN,NEIN,;

EINRICHTEN-LODR:92,,,,NPI,ISDN,UNKNOWN;

EINRICHTEN-LODR:92,,,,ECHOFELD,1;

EINRICHTEN-LODR:92,,,,ENDE;

EINRICHTEN-LDAT:92,ALLE,1,,92,92,1,,1,LEER,KEINE,,4,,,,,,,,,,,,;

NO KNFOR

WBM

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Or is something not formulated well or too vague? Then we look forward to receiving an e-mail, preferably with a suggestion for improvement, to doku@c4b.de. Thank you very much!