Configuring BroadSoft Integrated Features
Voice messaging is configurable using template configuration files.
To configure voice messaging using template configuration files:
1. Add/Edit voice messaging parameters in template configuration files:
The “X” in the parameter is an integer which specifies the line number on the IP phone. X ranges from 1 to 16 (For SIP VP-T49G/SIP-T48G/T46G/T29G, X ranges from 1 to 16; For SIP-T42G, X ranges from 1 to 12; For SIP-T41P/T27P, X ranges from 1 to 6; For
SIP-T40P/T23P/T23G, X ranges from 1 to 3, For SIP-T21(P) E2, X ranges from 1 to 2; For
SIP-T19(P) E2 and CP860, X is equal to 1).
If the user (e.g., 4604) is the first user assigned to the device profile, replace “X” by
“1”.
Parameters Permitted Values Default voice_mail.number.X %BWVOICE-PORTAL-NUMBER-X% Blank
Description:
Configures the voice mail number.
The following shows an example of the voice messaging configuration in a template configuration file (e.g., %BWMACADDRESS%.cfg): voice_mail.number.1 = %BWVOICE-PORTAL-NUMBER-1%
2. Upload template configuration files.
For more information, refer to Uploading Device Template Configuration Files on page 18 .
After the above configurations, the tag in the template file will be replaced by the actual parameter values. An example is shown as below: voice_mail.number.1 = 4602
#The number ”4602” is the voice portal number provided on the BroadWorks server.
Automatic Call Distribution (ACD) is often used in offices for customer service, such as call center. The ACD system handles incoming calls by automatically queuing and directing calls to available registered IP phone users (agents). The primary benefit of
ACD is to reduce customer waiting time and improve the quality of service.
Once ACD is enabled on the IP phone, the user can log into the ACD system by pressing the Login soft key. After logging in the ACD system, the ACD system monitors the ACD
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The user can change the ACD status on the IP phone. You can configure a reason for changing the agent state to unavailable (e.g., on lunch, in the bathroom, taking a coffee break or a personal break).
Hold Reminder
If a call center call has been on hold after the pre-configured time, BroadWorks sends an INVITE with an Alert-Info header with the ring splash cadence to alert the agent.
BroadWorks then sends a CANCEL for the ring splash INVITE. The CANCEL request contains a Reason header indicating ring splash which tells the IP phone that the call must not be identified as a missed call. The IP phone does not add the call to the missed calls list.
Call Information
When the agent receives an incoming call, the call center call information is shown on the agent’s phone LCD screen. Call center call information includes wait time, call center name, call center phone number and number of calls in queue. BroadWorks provides the capability to send additional call center call information via a call center
MIME type carried in the INVITE SDP. In order for BroadWorks to send the call center call information in the INVITE SDP, the Support Call Center MIME Type option must be selected on the BroadWorks device profile.
Disposition Code
Disposition Code is an additional attribute that enables calls to be identified with promotions, consults and other tags. BroadWorks provides the capability to obtain a call center call disposition code entered by the user via the IP phone. During a call, the disposition code is communicated from the IP phone to BroadWorks by use of an INFO message. During wrap-up, the code is communicated via the INVITE message from the
IP phone to BroadWorks. This feature is implemented using the Disp Code soft key or a
Disp Code key on the IP phone.
Customer Originated Trace
Customer Originated Trace is used to trace the origin of an obscene, harassing, or threatening call. BroadWorks provides the capability for the call center agent to invoke a customer originated trace during the call or wrap-up. During a call, the request for customer originated trace is communicated from the IP phone to BroadWorks by use of an INFO message. During wrap-up, the request is communicated via INVITE from the IP phone to BroadWorks. This feature is implemented using the Trace soft key or an ACD
Trace key on the IP phone.
Emergency Escalation
BroadWorks provides the capability for the call center agent to immediately escalate a
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Configuring BroadSoft Integrated Features call to a supervisor by pressing a key on the phone. The supervisor is immediately joined into the call. During a call, the request for emergency escalation is communicated from the IP phone to BroadWorks by use of an INFO message. This feature is implemented using the Emergcy soft key or an Emergency key on the IP phone.
Queue Status Notification
Queue Status Notification enables the agent to view the status of the call center queue on the IP phone. The queue can be in one of the following three states:
empty: Indicates that no calls are currently in the queue.
Q’ing: Indicates that one or more calls are currently in the queue.
ALERT: Indicates that the call queue has reached the maximum number of calls, or that a call has been in the queue for too long. The Power Indicator LED will also flash. The LED will stop flashing once the call queue status returns to empty or Q’ing status.
To add a premium call center:
1. Log into the web portal as a group administrator.
2. Click on Call Center->Call Centers->Add Premium.
3. After creating the call center, go back to Call Center->Call Centers and check the
Active checkbox for the call center.
To assign the call center service to a user:
1. Log into the web portal as a group administrator.
2. Click on Profile->Users->Search to display all existing users.
3. Select the desired user (e.g., 4603).
4. Click on Assign Services.
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5. In the Available Services box, select Call Center-Premium, and then click Add>.
6. Click Apply to accept the change.
To assign users to the call center on the BroadWorks server:
1. Log into the web portal as a group administrator.
2. Click on Call Center->Call Centers.
3. Select the call center added above and then click Edit.
4. Click on Agents.
5. Click Search to display all available users, who have been assigned the call center service.
6. In the Available Agents box, select the desired agent and then click Add>.
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7. Repeat the step 6 to assign more agents to the call center.
8. Click Apply to accept the change.
To change the agent state:
1. Log into the web portal as a group administrator.
2. Click on Profile->Users.
3. Click Search to display all available users.
4. Select the desired agent (e.g., 4603).
5. Click on Call Control ->Call Centers.
Configuring BroadSoft Integrated Features
Note
6. Select the desired state from the pull-down list of ACD State.
7. Click Apply to accept the change.
Make sure the Join Call Center checkbox is checked.
Unavailable Codes
To configure unavailable codes:
1. Log into the web portal as a group administrator.
2. Click on Call Center->Agent Unavailable Codes.
3. Check Enable Agent Unavailable Codes checkbox.
4. Click Apply to accept the change.
5. Click Add.
6. Enter the desired unavailable code and unavailable code name in the Code and
Description fields respectively.
7. Check the Active checkbox.
8. Click OK to accept the change.
9. Repeat steps 5 to 8 to add more unavailable codes.
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Hold Reminder
To configure hold reminder:
1. Log into the web portal as a group administrator.
2. Click on Call Center->Call Centers.
3. Select the call center added above and then click Edit.
4. Click on Routing Policies->Bounced Calls.
5. Check the Alert agent if call is on hold for longer than <number>seconds checkbox, and enter the amount of time (in seconds) if you want agents to be alerted about long-held calls.
6. Check the Bound Bounce calls after being on hold by agent for longer than
<number> seconds checkbox, and enter the number of time (in seconds) to bounce calls that are on hold longer than the specified number of seconds.
7. Click Apply to accept the change.
Call Information
To configure call information:
1. Log into the web portal as a group administrator.
2. Create a device profile. Make sure the selected device profile type supports Call
Center MIME Type.
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3. Assign the call center agent to the device profile. Make sure the selected device profile is the one created above.
4. Click Apply to accept the change.
Disposition Code
To configure disposition codes:
1. Log into the web portal as a group administrator.
2. Click on Call Center->Call Centers.
3. Select the call center added above and then click Edit.
4. Click on Call Disposition Codes.
5. Check Enable call disposition codes checkbox.
6. Click Apply to accept the change.
To configure disposition codes:
1. Log into the web portal as a group administrator.
2. Click on Call Center->Call Disposition Codes.
3. Click Add.
4. Enter the desired disposition code and disposition name in the Code and
Description fields respectively.
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5. Check the Active checkbox.
6. Click OK to accept the change.
7. Repeat steps 3 to 5 to add more disposition codes.
Customer Originated Trace
To configure customer originated trace for the agent:
1. Log into the web portal as a group administrator.
2. Click on Profile->Users.
3. Click Search to display all available users.
4. Select the desired agent (e.g., 4603).
5. Click on Assign Services.
6. In the Available Services box, select Customer Originated Trace and then click
Add>.
7. Click Apply to accept the change.
Emergency Escalation
To assign supervisors to the call center:
1. Log into the web portal as a group administrator.
2. Click on Call Center->Call Centers.
3. Select the call center added above and then click Edit.
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Configuring BroadSoft Integrated Features
4. Click on Supervisors.
5. Click Search to display all available supervisors.
6. In the Available Supervisors box, select the desired supervisor and then click Add>.
7. Repeat the step 6 to assign more supervisors to the call center.
8. Click on the Assign Agents tab.
9. Select the desired supervisor from the pull-down list of Supervisors.
10. Click Search to display all available agents for the supervisor.
11. In the Available Agents box, select the desired agent and then click Add>.
12. Click Apply to accept the change.
Queue Status Notification
To configure queue status notification:
1. Log into the web portal as a group administrator.
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2. Click on Call Center->Call Centers
3. Select the call center added above and then click Edit.
4. Click on Queue Status Notification.
5. Check the Enable notification of queue status to agent devices checkbox.
6. Check the Number of calls in queue: <number> checkbox, and enter a threshold on the number of calls in queue.
7. Check Longest waiting time: <number> seconds checkbox, and enter a threshold on the longest waiting time.
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8. Click Apply to accept the change.
For more information on ACD, refer to
BroadWorks Web Interface Administrator Guide
.
To configure ACD using template configuration files:
1. Add/Edit ACD parameters in template configuration files:
The “X” in the parameter is an integer which specifies the line number of the host user on the IP phone. X ranges from 1 to 16 (For SIP VP-T49G/SIP-T48G/T46G/T29G, X ranges from 1 to 16; For SIP-T42G, X ranges from 1 to 12; For SIP-T41P/T27P, X ranges from 1 to 6; For SIP-T40P/T23P/T23G, X ranges from 1 to 3, For SIP-T21(P) E2, X ranges from 1 to 2; For SIP-T19(P) E2 and CP860, X is equal to 1).
If the primary account (e.g., 4603) is the first user assigned to the device profile, replace “X” by “1”.
Parameters Permitted Values account.X.acd.enable
Description:
Enables or disables ACD feature for account X.
0-Disabled
1-Enabled
%ACD_LINE_BINARY
%
Default
0
Configuring BroadSoft Integrated Features
Parameters Permitted Values Default
1 account.X.acd.initial_state
Description:
Configures the initial agent state for account X.
1-Avaliable
2-Unavailable account.X.acd.available
Integer
Boolean 0
Description:
Enables or disables the IP phone to display the Unavail and Available soft keys for account X after logging into the ACD system.
0-Disabled
1-Enabled
Unavailable Code account.X.acd.unavailable_reason_enable 0 or 1 0
Description:
Enables or disables unavailable code feature for account X.
0-Disabled
1-Enabled account.X.reason_code.Y
(Y ranges from 1 to 100.)
Integer from 1 to
2147483647 blank
Description:
Configures the unavailable code which must match one of the codes configured on BroadWorks for account X.
Multiple unavailable codes can be configured starting with Y=1,2,3…100. At most 100 unavailable codes can be configured, and the value of Y must be continuous. account.X.reason_code_name.Y
(Y ranges from 1 to 100.)
String within 99 characters blank
Description:
Configures the unavailable reason which must match one of the reasons configured on BroadWorks for account X.
Multiple unavailable reasons can be configured starting with Y=1,2,3…100. At most 100 unavailable reasons can be configured, and the value of Y must be continuous.
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Parameters Permitted Values Default
Call Information account.X.call_center.call_info_enable Boolean
Description:
Enables or disables call center call information feature for account X.
0-Disabled
1-Enabled account.X.call_center.show_call_info_time Integer
0
30
Description:
Configures the interval (in seconds) to specify how long the call center call information displays for account X.
Disposition Code account.X.call_center.disp_code_enable Boolean 0
Description:
Enables or disables the disposition code feature for account X.
0-Disabled
1-Enabled account.X.bw_disp_code.Y
(Y ranges from 1 to 100.)
Integer from 1 to
2147483647
Blank
Description:
Configures the disposition code which must match one of the codes configured on BroadWorks for account X.
Multiple disposition codes can be configured starting with Y=1,2,3…100. At most 100 disposition codes can be configured, and the value of Y must be continuous. account.X.bw_disp_code_name.Y
(Y ranges from 1 to 100.)
String within 99 characters
Blank
Description:
Configures the disposition code name which must match one of the names configured on BroadWorks for account X.
Multiple disposition code names can be configured starting with Y=1,2,3…100.
At most 100 disposition code names can be configured, and the value of Y must be continuous.
Customer Originated Trace
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Parameters Permitted Values Default account.X.call_center.trace_enable Boolean
Description:
Enables or disables the customer originated trace feature for account X.
0-Disabled
1-Enabled
Emergency Escalation
0 account.X.call_center.emergency_enable Boolean 0
Description:
Enables or disables the emergency escalation feature for account X.
0-Disabled
1-Enabled account.X.supervisor_info_code.Y
(Y ranges from 1 to 100.)
Integer from 1 to
2147483647
Blank
Description:
Configures the supervisor number for account X.
Multiple supervisor numbers can be configured starting with Y=1,2,3…100. At most 100 supervisor numbers can be configured, and the value of Y must be continuous. account.X.supervisor_info_code_name.Y
(Y ranges from 1 to 100.)
String within 99 characters
Blank
Description:
Configures the supervisor name for account X.
Multiple supervisor names can be configured starting with Y=1,2,3…100. At most 100 supervisor names can be configured, and the value of Y must be continuous.
Queue Status Notification account.X.call_center.queue_status_enable Boolean 0
Description:
Enables or disables the queue status notification feature for account X.
0-Disabled
1- Enabled
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Parameters Permitted Values Default account.X.call_center.queue_status_light_e
nable
Boolean 0
Description:
Enables or disables the power indicator LED to flash when the ACD call queue has reached the maximum number of calls for account X.
0-Disabled (power indicator LED does not flash)
1-Enabled (power indicator LED fast flashes (300ms))
The following shows an example of ACD configurations in a template configuration file (e.g., %BWMACADDRESS%.cfg): account.1.acd.enable = %ACD_LINE_BINARY% account.1.acd.initial_state = 1 account.1.acd.available = 1 account.1.acd.unavailable_reason_enable = 1 account.1.reason_code.1 = 500 account.1.reason_code_name.1 = On Lunch account.1.call_center.call_info_enable = 1 account.1.call_center.show_call_info_time = 30 account.1.call_center.disp_code_enable = 1 account.1.bw_disp_code.1 = 100 account.1.bw_disp_code_name.1 = Promotion A account.1.call_center.trace_enable = 1 account.1.call_center.emergency_enable = 1 account.1.supervisor_info_code.1 = 4604 account.1.supervisor_info_code_name.1 = Supervisor A account.1.call_center.queue_status_enable = 1 account.1.call_center.queue_status_light_enable = 1
2. Add/Edit feature key synchronization parameters in template configuration files
(e.g., y000000000044.cfg): bw.feature_key_sync = 1
3. Add/Edit DSS key parameters in template configuration files:
You can configure a line key as an ACD key, a Disp Code key, an ACD Trace key or an Emergency key (not applicable to SIP-T19(P) E2 and CP860 IP phones).
The “X” is an integer which specifies the sequence number of the line key. X ranges from 1 to 29 (For SIP VP-T49G/SIP-T48G, X ranges from 1 to 29; For SIP-T46G/T29G, X ranges from 1 to 27; For SIP-T42G/T41P, X ranges from 1 to 15; For SIP-T27P, X ranges from 1 to 21; For SIP-T40P/T23P/T23G, X ranges from 1 to 3; For SIP-T21(P) E2, X ranges
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Parameters Permitted Values Default linekey.X.type Integer
Refer to the following content
Description:
Configures the line key type.
42-ACD
58-ACD Trace
59-Disp Code
60-Emergency
For SIP VP-T49G/SIP-T48G IP phones:
The default value of the line key 1-16 is 15, and the default value of the line key
17-29 is 0.
For SIP-T46G/T29G IP phones:
The default value of the line key 1-16 is 15, and the default value of the line key
17-27 is 0.
For SIP-T42G IP phones:
The default value of the line key 1-12 is 15, and the default value of the line key
13-15 is 0.
For SIP-T41P IP phones:
The default value of the line key 1-6 is 15, and the default value of the line key 7-15 is
0.
For SIP-T27P IP phones:
The default value of the line key 1-6 is 15, and the default value of the line key 7-21 is
0.
For SIP-T40P/T23P/T23G/T21(P) E2 IP phones:
The default value is 15.
linekey.X.value Integer Blank
Description:
Configures the value for the Disp Code key or the Emergency key. linekey.X.label
String within 99 characters
Blank
Description:
(Optional.) Configures the label displayed on the LCD screen for each line key.
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