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AMENDMENTS ................................................................................................2 PREFACE ...........................................................................................................3 1. 1.1. 1.2. 1.3. 2. 2.1. 2.2. 2.3. 3. 3.1. INTRODUCTION ............................................................................................5 FEATURES .................................................................................................................

5 COMPONENTS ........................................................................................................ 6 SuperVisor 60E DATABASE CONFIGURATIONS .................................................... 7 THE SUPERVISOR 60E IN A MULTI PBX ENVIRONMENT .........................8 INTRODUCTION ..................................................................................................... 8 DIFFERENCES BETWEEN THE 2K AND THE 3K SV60E ....................................... 8 DIFFERENCES BETWEEN THE SV7000 AND iS3000 SV60E .................................. 9 SUPERVISOR 60E NETWORK CONFIGURATIONS ...................................10 STAND-ALONE ...................................................................................................... 10 3.1.1. 2k PBX with 2k SV60(s) or 7k PBX with 7k SV60(s) ................................... 10 3.1.2. 3k PBX (or fully integrated 3k PBX network) with 3k SV60(s) ................... 11 NETWORK OF 2000 IPS OR SV7000 SYSTEMS INTERCONNECTED BY CCIS . 12 MIXED NETWORKS: SOPHO iS3000 CONNECTED TO 2000 IPS OR SV7000 BY CCIS OVER IP (CAMPUS OR BRANCH OFFICE) ............................... 13 3.3.1. 3k SV60 connected to a 3k PBX in a network with 2k/7k PBXs ................. 13 3.3.2. 2k SV60 connected to a 2k/7k PBX in a network with 3k PBXs ................. 14 SYSTEM REQUIREMENTS ............................................................................15 ISPBX ....................................................................................................................... 15 4.1.1. SOPHO iS3000 ............................................................................................ 15 4.1.2. SOPHO 2000 IPS ......................................................................................... 15 4.1.3. SOPHO SV7000 .......................................................................................... 15 PC ............................................................................................................................. 15 HARDWARE CONFIGURATIONS ...............................................................17 BASIC CONFIGURATION FOR CALL HANDLING .............................................. 17 5.1.1. BASIC CONFIGURATION FOR CALL HANDLING - SOPHO iS3000 ..... 17 5.1.2. BASIC CONFIGURATION FOR CALL HANDLING SOPHO 2000 IPS / SV7000 ......................................................................... 18 DIRECTORY DISTRIBUTION CONFIGURATIONS - iS3000 ONLY .................... 19 MSDE/SQL SERVER CONFIGURATIONS .............................................................. 21 ISPBX PROJECTING .....................................................................................22 Table of Contents i PROJECTING A SOPHO iS3000 ............................................................................. 22 PROJECTING A SOPHO 2000 IPS .......................................................................... 23

3.2. 3.3.

4. 4.1.

4.2. 5. 5.1.

5.2. 5.3. 6. 6.1. 6.2.

6.3. 6.4. 7. 7.1. 7.2. 7.3. 7.4. 7.5. 7.6.

6.2.1. Projecting a 2000 IPS Network ....................................................................32 MULTI TENANT SOLUTION FOR 2000 IPS ..........................................................35 PROJECTING AN SV7000 .......................................................................................37 6.4.1. Projecting an SV7000 Network ....................................................................43 INSTALLING THE SOPHO SUPERVISOR MODEL 60E .............................. 44 INSTALLING THE ISDN PC CARD (iS3000 OR iS3000 AND 2000 IPS) ................44 INSTALLING THE SOPHO SuperVisor 60E SOFTWARE .......................................45 LICENCE MANAGER ...............................................................................................50 LOGIN MODULE .....................................................................................................51 LANGUAGE SELECTION ........................................................................................53 NETWORK CONFIGURATION FOR DIRECTORY DISTRIBUTION VIA LAN ....53 7.6.1. On all workstations ......................................................................................53 7.6.2. On file sharing configuration workstations ...................................................54 7.6.3. On master/slave configuration workstations ................................................54 7.6.4. If you want to copy the database to the slave workstations every time they start up .................................................................................................55 7.6.5. If you want to use the Phonebook Manager on a slave workstation ............56 PARALLEL PORT .....................................................................................................56 7.7.1. How to Connect a Recording Device ..........................................................57 7.7.2. How to Connect a Name Announcer ..........................................................58 7.7.3. How to Connect an External Buzzer ...........................................................59 SOUND CARD .........................................................................................................59 UNINSTALLING THE SOPHO SuperVisor model 60E ...........................................59 CUSTOMIZING THE SOPHO SUPERVISOR MODEL 60E .........................60 SYSTEM MAINTENANCE .......................................................................................60 USER MAINTENANCE ............................................................................................60 BUSY LAMP FIELD SETTINGS ................................................................................61 DIRECTORY MAINTENANCE - SOPHO iS3000 ....................................................62 8.4.1. Editing the Database ....................................................................................62 8.4.2. Importing a Database ..................................................................................62 8.4.3. Importing CSV Database Files (NOT for MSDE) .........................................62 8.4.4. Database Linking ..........................................................................................68 8.4.5. Allow name lookup of short DNRs ..............................................................69 DIRECTORY MAINTENANCE - SOPHO 2000 IPS ................................................69 8.5.1. Editing the Database ....................................................................................69 8.5.2. Importing Data into OpenWorX ..................................................................69 8.5.3. Database Synchronisation between OpenWorX and PhoneWare ..............69 CCIS BREAK-IN FOR 2000 IPS AND SV7000 ..........................................................71 TROUBLESHOOTING ................................................................................... 72

7.7.

7.8. 7.9. 8. 8.1. 8.2. 8.3. 8.4.

8.5.

8.6. Table of Contents ii 9.

9.1. 9.2. 9.3. 9.4. A. B. C. C.1. C.2. C.3. C.4. C.5. C.6. C.7. D. E. F. G. G.1. G.2. H. I. I.1. I.2. I.3. I.4.

DIAGNOSTICS ........................................................................................................ 72 WHAT TO DO IF YOU CAN'T ESTABLISH A CONNECTION (iS3000) ............. 74 WHAT TO DO IF YOU CAN'T ESTABLISH A CONNECTION (2000 IPS) .......... 74 HOW TO SAVE TRACES WHEN A PROBLEM OCCURS ..................................... 75 PHONEWARE DATABASE DISTRIBUTION WITHOUT A LAN ................77 CONVERTING DIRECTORY DATABASE FILES .........................................79 SV60E IN COMBINATION WITH THE 'OLD' SOPHO SYSTEMMANAGER ........................................................................81 DATABASE DISTRIBUTION ................................................................................... 81 THE DIRECTORY AGENT ...................................................................................... 82 CONNECTION VIA THE ISDN CARD (SWITCHED CONNECTION) ............... 83 CONNECTION VIA A COM PORT ....................................................................... 84 CONNECTION VIA A LAM .................................................................................... 84 LAM INSTALLATION FOR DIRECTORY DISTRIBUTION ................................... 86 CABLE LAYOUTS .................................................................................................... 89 COPYING (*.EDF) BULK FILES ....................................................................92 INSTALLING MSDE FOR SQL DATABASE USAGE ...................................94 TOOL FOR THE SUPERVISOR 60E EXPRESS .............................................97 BUSY LAMP FIELDS IN MIXED NETWORKS .............................................98 Convert SV60E for mixed networks ........................................................................ 98 Mixed network Busy Lamp Field configuration ...................................................... 102 QUEUE MAPPING FOR THE 2000 IPS / SV7000 .......................................105 OPENWORX TIPS AND TRICKS ...............................................................106 How to Import existing station numbers into OpenWorX .................................... 106 How to backup the OpenWorX Database ............................................................ 107 How to backup an OpenWorX server .................................................................. 107 Recovering from a Power Failure ........................................................................... 107

Table of Contents iii

Table of Contents

iv

SOPHO SuperVisor 60E Installation Guide Release 3.2.0 or higher

Release date : 13/May/2008

AMENDMENTS
The items that follow are incorporated in the update of this manual from issue 0707 to 0805: CHAPTER/SECTION 6.4. "PROJECTING AN SV7000" DESCRIPTION ADAI command added.

E . "INSTALLING MSDE FOR SQL Login ID and Password must be sa instead of BTS. DATABASE USAGE"

PREFACE
This version of the SuperVisor 60E (release 3.2.0 or higher) supports the SOPHO iS3000 platform, the SOPHO 2000 IPS platform or the SOPHO SV7000 platform. The platform choice is made during installation. Mixed mode operation, where the SuperVisor 60E is connected to both the SOPHO iS3000 and the SOPHO 2000 IPS / SV7000 platform, is no longer an choice during installation. For exceptional cases, there is a procedure convert an existing SuperVisor 60E to a mixed mode SuperVisor 60E. In mixed networks (iS3000 and 2000 IPS or iS3000 and SV7000), the SuperVisor 60E can best be connected to the SOPHO iS3000 platform. For operation on the SOPHO 2000 IPS platform, OpenWorX version 4.2.0 is required. For operation on the SOPHO SV7000 platform, OpenWorX version 4.2.2 is required. This manual gives a description of the installation, system customizing and maintenance aspects of the SOPHO SuperVisor model 60E. REFERENCES: PC manufacturers documentation; ISPBX documentation; SuperVisor model 60E on-line help; ISDN PC card manual; Telephone set user guide; PhoneWare installation and support manuals; SOPHO-LAM P375 Customer Engineer Manual; LAM 308 Customer Engineer Manual.

OpenWorX and the SOPHO 2000 IPS platform or the SOPHO SV7000 platform: OpenWorX System Manual; BAS Installation Guide; Command Manual.

PRODUCT DISPOSAL INFORMATION (EN) For countries in the European Union The symbol depicted here has been affixed to your product in order to inform you that electrical and electronic products should never be disposed of as municipal waste. Electrical and electronic products including the cables, plugs and accessories should be disposed of separately in order to allow proper treatment, recovery and recycling. These products should be brought to a designated facility where the best available treatment, recovery and recycling techniques is available. Separate disposal has significant advantages: valuable materials can be re-used and it prevents the dispersion of unwanted substances into the municipal waste stream. This contributes to the protection of human health and the environment. Please be informed that a fine may be imposed for illegal disposal of electrical and electronic products via the general municipal waste stream. In order to facilitate separate disposal and environmentally sound recycling, Philips Business Communications has made arrangements for local collection and recycling in all member states of the European Union. In case your electrical and electronic products need to be disposed of please refer to the contractual agreements that your company has made upon acquisition of these products. Should this information not be available, please contact the local Philips organization or contact us at www.sopho.philips.com. For countries outside the European Union Disposal of electrical and electronic products in countries outside the European Union should be done in line with local regulations. If no arrangement was made with Philips Business Communications or your supplier, please contact the local authorities for further information.

1.

INTRODUCTION

The SOPHO SuperVisor model 60E (from now on mentioned as SV60E) is a multi-purpose operator desk. It has a Windows graphical user interface and easy to understand icons. Its multi-tasking capabilities enables users to combine call handling with any other Windows XP Professional or Windows 2000 Professional compatible application software, such as word processing or an accounting package. Windows XP Professional or Windows 2000 Professional compatible hardware can be used to supplement the SV60E functionality. A prime example is the use of CD-ROM drives, for example for external telephone directory search. There are two versions of the SV60E: the low-end version and the full version. This is determined by the licence. The low-end version allows a limited number of entries (500) in the name directory. CAUTION: SV60E CAN BE USED ON THE SOPHO IS3000, THE SOPHO 2000 IPS OR THE SOPHO SV7000 PLATFORM. HOWEVER, THERE ARE DIFFERENCES IN FUNCTIONALITY AND BEHAVIOUR. WHENEVER SOMETHING IS ONLY APPLICABLE TO ONE OF THE PLATFORMS, IT IS INDICATED.

The SV60E can be used on the iS3000 platform or the 2000 IPS platform or on the SV7000 platform: Operating System Windows 2000 Professional / Server Windows XP Professional Windows 2003 Server Table 1-1 SOPHO iS3000 platform Yes Yes Yes SOPHO 2000 IPS platform Yes Yes Yes SOPHO SV7000 platform Yes Yes Yes

Windows Operating System and SOPHO platforms

1.1.

FEATURES

The main features of the SV60E are: Standard operating system: Windows 2000 Professional or Server, Windows XP Professional or Windows 2003 Server; Hardware independent;

standard ISDN interface to the ISPBX (iS3000 only); standard ISDN telephone set for voice (iS3000 only); standard PC keyboard in any country layout; major call handling functions use standard keys. For example Delete is used to clear a party. Graphical user interface; The SV60E uses the full PC screen for call handling with large icons. The telephone operator is able to work with the console after only a short learning period. Large name directory and message database; Directory and message printout facilities; Busy lamp field which can show the status of up to 600 extensions or trunks; Speed dial keys for fast call set up which can easily be programmed with a name and a number; On-line help; ISPBX simulation for demonstration and training purposes; Password protection; Various languages on-line available. -

1.2.

COMPONENTS

The SV60E is delivered as a set comprising the following items: SV60E software: - Call handling module; - PhoneWare Operator Directory; - Configuration Chain Editor; - Licence Manager; - Login Module; - Directory Agent; - Convert tools. PhoneWare Phonebook Manager; ISDN card and software (iS3000 only).

The SV60E requires an IBM compatible PC with Windows 2000 Professional or Server, Windows XP Professional or Windows 2003 Server. The following items can be ordered separately: Headset (or a number of headsets); Telephone set (ErgoLine E320 for iS3000 or Dterm for 2000 IPS); For exceptional cases: Media Box to connect a headset, an ErgoLine E320 and a Dterm. This is needed if the SuperVisor is used for both iS3000 and 2000 IPS (one SuperVisor

handles calls from both PBXs). See also section G . "BUSY LAMP FIELDS IN MIXED NETWORKS".

1.3.

SuperVisor 60E DATABASE CONFIGURATIONS

The SV60E can be used in the following database configurations: The basic configuration for call handling with the SV60E as a stand-alone system; The MASTER/SLAVE configuration (also known as the file update configuration). Not recommended for new installations; Up to 10 SV60Es can be connected together in a master/slave configuration. Each SV60E has its own local directory. Changes in the directory are made to the master SV60E. On a regular basis, for example once a day, the slave directories are updated by the master. Not recommended for new installations. The file sharing configuration Not recommended for new installations. Up to three SV60Es can be connected using file sharing over LAN. Every SV60E accesses one single PhoneWare database on one of the SV60E PCs SQL Configuration using MSDE. The MSDE (Microsoft SQL Server 2000 Desktop Engine) configuration supports up to five concurrent clients. Since there is one central database, all clients have to access this database. So, clients always have to up-to-date data. SQL Configuration using an SQL 2000 Server. This client/server configuration is meant for larger networks and uses a dedicated SQL server with the central database. Since there is one central database, all clients access this database. So, clients always have to up-to-date data.

See chapter 5. "HARDWARE CONFIGURATIONS" for more information.

2.
2.1.

THE SuperVisor 60E IN A MULTI PBX ENVIRONMENT


INTRODUCTION

With release 3.2.0 or higher, the SV60E can operate for the SOPHO iS3000, SOPHO 2000IPS and SOPHO SV7000. Default, the SV60E cannot operate on these systems simultaneously. There are different situations in which the SuperVisor 60E can be applied: 1. 2. 3. 4. 5. Stand alone: iS3000 or 2000 IPS or SV7000; Network of 2000 IPS systems interconnected by CCIS; Network of SV7000 systems interconnected by CCIS; SOPHO iS3000 connected to 2000 IPS by CCIS over IP (campus, branch office); SOPHO iS3000 connected to SV7000 by CCIS over IP (campus, branch office).

The SV60E can work as operator of a SOPHO 2000IPS (2k) only, a SOPHO iS3000 (3k) only or an SV7000 (7k) only. The available features and behaviour depends on the configuration. See the sections below.

2.2.

DIFFERENCES BETWEEN THE 2K AND THE 3K SV60E

Note: The SuperVisor 60E does not show any audible or visible alarm notification for a 2000 IPS. The 2k SV60E Call Handling does NOT support: 1. 2. 3. 4. 5. 6. 7. Seize External Line; Monitor Party; Series Call; Taxmetering Call; Abbreviated dialing; Call forwarding indications; Connect status is not updated (example: the SV60E does not get an update when the just dialled busy party becomes idle); 8. Post dialing (DTMF) not possible (only on operator Dterm). Functional differences between a 2k and 3k SV60E: 1. The 2k SV60 can act as centralized operator for a network of 2k PBXs, by forwarding operator queue assignments to the monitored numbers of the Business Att. Server connected to the Home PBX. 2. The 2k SV60 works differently with a remote party. When no OAI connection is present to the PBX of the remote party, the SV60 does not know in what state the PB party is.

3. 4. 5. 6.

The SV60 shows ringing and the human operator can only listen to the tone and make the decision to cancel the transfer if busy or transfer if it rings. In this case a fast (blind) transfer is automatically forced into an announced (screen) transfer to give the human operator the possibility to listen. This happens, for example, when the 2k SV60 dials a busy external number (via the PSTN). The queue differences are described in this CE manual. The 2k SV60 cannot switch back to the A party after a listen-in on a connection. The 2k SV60 can only camp on an external party to a busy internal party, which is located in the Home PBX. No auto COB possible.

2.3.

DIFFERENCES BETWEEN THE SV7000 AND iS3000 SV60E

Note: The SuperVisor 60E does not show any audible or visible alarm notification for an SV7000. The SV7000 SV60E Call Handling does NOT support: 1. 2. 3. 4. 5. 6. 7. Seize External Line; Monitor Party; Series Call; Taxmetering Call; Abbreviated dialing; Call forwarding indications; Connect status is not updated (example: the SV60E does not get an update when the just dialled busy party becomes idle); 8. Post dialing (DTMF) not possible (only on operator Dterm). Functional differences between a 7k and 3k SV60E: 1. The 7k SV60 can act as centralized operator for a network of 7k PBXs, by forwarding operator queue assignments to the monitored numbers of the Business Att. Server connected to the Home PBX. 2. The 7k SV60 works differently with a remote party. When no OAI connection is present to the PBX of the remote party, the SV60 does not know in what state the PB party is. The SV60 shows ringing and the human operator can only listen to the tone and make the decision to cancel the transfer if busy or transfer if it rings. In this case a fast (blind) transfer is automatically forced into an announced (screen) transfer to give the human operator the possibility to listen. This happens, for example, when the 7k SV60 dials a busy external number (via the PSTN). 3. The queue differences are described in this CE manual. 4. No auto COB possible.

3.
3.1.

SuperVisor 60E NETWORK CONFIGURATIONS


STAND-ALONE

The 2k SV60E could be installed on the same PC as OpenWorX with Business Att. Server. The OAI connection and 2k SV60 connection with the Business Att. Server goes through the IPnetwork. The 2k operator telephone could be a Dterm or an IP Dterm or SP30 (SoftPhone). The Dterm has a connection with the 2k Home PBX.

3.1.1. 2k PBX with 2k SV60(s) or 7k PBX with 7k SV60(s)

The complete 2k SV60 functionality is available. The 2k SV60 has a Client/Server relation with the Business Att. Server. When all operators log out, NightMode becomes active: transfer to a night extension. This NightMode is set in the Business Att. Server. IMPORTANT If a call is routed to the night extension because all operators are logged out and the night extension is busy, the call comes back to the operators. Because there is no operator, the call goes again to the night extension and so on.

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So, we strongly advise you to put the night extension in a UCD group and transfer to the pilot station of this UCD group in the NightMode setting of the Business Att. Server. Now, if the night extension is busy, the transferred party is queued to the UCD group (call waiting).

3.1.2.

3k PBX (or fully integrated 3k PBX network) with 3k SV60(s)

The complete 3k SV60 functionality is available. The 3k SV60 should be connected to a 3k PBX. A fully integrated 3k PBX network acts as one 3k PBX. When all operators log out the night extension becomes active.

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3.2.

NETWORK OF 2000 IPS OR SV7000 SYSTEMS INTERCONNECTED BY CCIS

The Business Att. Server can only handle one set of monitored numbers (mapped to queues) and these are programmed in the Home PBX. For correct functioning, the OpenWorX/ Business Att. Server must have OAI connections to all PBXs. So Multi-site OAI licenses are required (one additional license per Remote PBX). Note that: 1. The Business Att. Server can only handle ONE set of monitored numbers (Home PBX) and these numbers relate to queues in the SV60E. So you have to redirect remote PBX monitored numbers to Home PBX monitored numbers. 2. No autonomous status information from a PBX is available (only for BLF). Status information is requested through OAI after dial, transfer by operator and queue retrieval. The OpenWorX database is used to find the number to PBX id (OAI) relation for call status requests to the right PBX.

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3.3.

MIXED NETWORKS: SOPHO iS3000 CONNECTED TO 2000 IPS OR SV7000 BY CCIS OVER IP (CAMPUS OR BRANCH OFFICE)

PBX Requirements: The PBXs must be interconnected through CCIS over IP; The extensions must be unique within the whole network (Closed Numbering Scheme).

3.3.1.

3k SV60 connected to a 3k PBX in a network with 2k/7k PBXs

More variants are possible and the projection is given in the Customer Engineer Manual: Call@Net CCIS over IP. Note: The SuperVisor 60E connected to the iS3000 is the preferred solution.

No BLF monitoring is possible for 2k extensions; If you want to see BLF Extensions or Busy status of the 2k PBXs, then the SV60E must be configured in mixed mode. See appendix G.2. "Mixed network Busy Lamp Field configuration" This is a special configuration that requires the OpenWorX platform and Business Att. Server with requirements: The OpenWorX Business Att. Server should have a separate OAI connections to all 2k PBX; Per 2000IPS or SV7000 a license is required; The OpenWorX extension database should be filled in.

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3.3.2.

2k SV60 connected to a 2k/7k PBX in a network with 3k PBXs

More variants are possible and the projection is given in the Customer Engineer Manual: Call@Net CCIS over IP. CAUTION: THIS CONFIGURATION IS NOT SUPPORTED ANYMORE

3k extensions are seen as external extensions without an OAI connection: No BLF monitoring is possible for 3k extensions; No busy status of 3k extensions.

If you want to see BLF Extensions or Busy status of the 3k PBXs, then the SV60E must be configured in mixed mode.This is a special configuration that requires also an ISDN connection to a DTX-I. CAUTION: THIS CONFIGURATION IS NOT SUPPORTED ANYMORE

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4.
4.1.

SYSTEM REQUIREMENTS
ISPBX

SV60E works on the SOPHO iS3000, the SOPHO 2000 IPS or the SOPHO SV7000 platform.

4.1.1. SOPHO iS3000


The SV60E requires a SOPHO iS3000 with system software version 740/741, 800 or higher and the following boards: DTX-I package 203.05 or higher or DLX-L with PNT-L or DLC-U package 213.04 or higher (with PNT1 Version 2) PPU package 162.06 or higher or package 262.06 or higher or PMC package 405.06 or higher or package 505.06 or higher

WARNING: DO NOT CONNECT MORE THAN ONE SV60E PER BOARD IN THE IS3000. DO NOT USE THE REMAINING CIRCUITS OF THE BOARD FOR CSTA INTERFACES, TRUNK LINES OR ACD AGENTS; USE THOSE CIRCUITS FOR NORMAL ISDN EXTENSIONS ONLY. DO NOT CONNECT MORE THAN TWO SV60E PER PM IN THE IS3000.

4.1.2.

SOPHO 2000 IPS

The SV60E requires a SOPHO 2000 IPS system with software version R9 or higher and the OpenWorX platform, release 4.2.0 or higher.

4.1.3.

SOPHO SV7000

The SV60E requires a SOPHO SV7000 system with software version R20.5 or higher and the OpenWorX platform, release 4.2.2 or higher.

4.2.

PC

The PC requirements depend on number and kind of applications used on the workstation. The hardware requirements may have to be enlarged. If for example the user of the workstation wants to run a large application besides the SV60E environment, it can be possible that the microprocessor, hard disk and/or memory requirements have to be updated to get the same system performance. The minimum PC configuration largely depends upon the used

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operating system. Additional requirements: A network adapter card for the LAN (always for 2000 IPS); A task scheduler tool for directory updates to the slaves or when local database backups are needed in a file sharing configuration. The Task Scheduler tool that is included with Internet Explorer 5 (IE 5) can be used. IE 5 can be down loaded from the Microsoft Internet site (iS3000 only).

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5.
-

HARDWARE CONFIGURATIONS
the SV60E is used as stand-alone system (Not recommended for new installations, use MSDE or SQL Server); the SV60E file sharing configuration (Not recommended for new installations, use MSDE or SQL Server); the SV60E master/slave (or file update) configuration (Not recommended for new installations, use MSDE or SQL Server); the SV60E MSDE configuration; the SV60E SQL server configuration. This configuration is offered as a special project.

This section gives examples of hardware configurations that the SV60E supports :

If the SV60E has to be connected to a SOPHO SystemManager or SuperVisor 50E/55, please refer to appendix C . "SV60E IN COMBINATION WITH THE 'OLD' SOPHO SystemManager". Note: Wherever DTX-I is mentioned also a DLX-L with PNT-L or a DLC-U with PNT1 can be used (iS3000 only).

5.1.

BASIC CONFIGURATION FOR CALL HANDLING

SV60E supports the SOPHO iS3000, SOPHO 2000 IPS and SOPHO SV7000 ISPBXs.

5.1.1. BASIC CONFIGURATION FOR CALL HANDLING - SOPHO iS3000


In this configuration the SV60E has a local database and is only connected to the ISPBX. Note: Not recommended for new installations, use MSDE or SQL Server.
ISPBX DTX-I

S0

ISDN

SuperVisor 60E Database

Telephone set

Figure 5-1 Basic Configuration for Call Handling - SOPHO iS3000. For this connection the SV60E requires no additional hardware apart from the ISDN card that

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is delivered with it.

5.1.2.

BASIC CONFIGURATION FOR CALL HANDLING - SOPHO 2000 IPS / SV7000

One or more computers running SV60E can service the same 2000 IPS. The communication between SV60E, telephone and 2000 IPS is done over the LAN via the OpenWorX platform (including the Business Att. Server). Typically the computer with the OpenWorx platform is also running as SQL Server. User data is entered in the OpenWorX database and automatically sent to the PhoneWare database (by Aranea, see note below), since the PhoneWare database is used as Operator Directory. Note: Updates to the OpenWorX database are distributed to the PhoneWare Phonebook by an application called Aranea. See CE Manual for Directory Services.
OpenWorX Platform Leny Paul Register 2000 IPS /SV7000 MP OpenWorX PhoneWare Data Look-up LAN Jane Mary SQL Server or MSDE

Data

SuperVisor 60E

209

SuperVisor 60E

210

SuperVisor 60E

211

Figure 5-2 Basic Configuration for Call Handling - SOPHO 2000 IPS / SV7000.

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5.2.

DIRECTORY DISTRIBUTION CONFIGURATIONS - iS3000 ONLY

Note: Not recommended for new installations, use MSDE or SQL Server.
ISPBX

DTX-I S0

DTX-I S0

DTX-I S0

Telephone set SuperVisor 60E (Master) Database

Telephone set SuperVisor 60E (Slave)

Telephone set SuperVisor 60E (Slave)

LAN

Figure 5-3 The File Sharing Configuration - SOPHO iS3000. Up to three SV60Es can be connected using file sharing over LAN. Every SV60E accesses one single PhoneWare database on one of the SV60E PCs, the 'master' workstation. For security reasons, each SV60E can still have its own local database as well. Switch over from local to shared database can be done anytime with immediate effect. If the 'slave' workstations do not have a local database, the master workstation has to be switched on before the 'slave' workstations. This configuration has the following advantages: 1. Changes in the directory can be made from any SV60E and are immediately available to all. 2. As the local database can be made active by the user at any time, this configuration offers reasonable security against component failure, such as LAN or the file server. The local database can be updated by using a task scheduler tool when you want to copy the database at a predefined time. In this case an application is needed for automatic scheduling. It is also possible to copy the database every time the slave workstation starts up by using a batch file. See the relevant section in 7.6. "NETWORK CONFIGURATION FOR DIRECTORY DISTRIBUTION VIA LAN"for more information. 3. It is much cheaper than using a "real" client/server configuration that requires expensive hardware and software, such as Microsoft SQL server plus licenses.

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Required material: LAN card for each SV60E workstation. Task scheduler tool (optional).
ISPBX

DTX-I S
0

DTX-I S
0

DTX-I S
0

Telephone set SuperVisor 60E (Master) Database

Telephone set SuperVisor 60E (Slave)

Telephone set SuperVisor 60E (Slave)

LAN

Figure 5-4 The SV60E Master/Slave Configuration - SOPHO iS3000. Up to 10 SV60Es can be connected together in a master/slave (or file update) configuration. Each SV60E has its own local directory. Changes in the directory are made in the master's database. On a regular basis the slave directories are updated by the master. This configuration has the following advantages: 1. Highest possible performance (no network load). 2. Failure of one component (LAN or PC) does not affect operation of other SuperVisors. 3. Changes can be made from any SV60E that has the Phonebook Manager program. This is done via the file sharing principle. The disadvantages of this configuration are: 1. Changes are not distributed to the other operator consoles immediately, but at predefined times (for example during the night) or during start up. 2. Directory distribution can only be done when the SV60E's applications are not running. This configuration requires the following components: LAN card for each SV60E workstation. Task scheduler tool (optional).

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5.3.

MSDE/SQL SERVER CONFIGURATIONS

Up to five clients (five concurrent users like SV60E, SysManager 410 or Management@Net) can be connected to one central MSDE database. This database can be on one of the SV60E PCs. If you need to connect more clients, an SQL Server is required. If the central database is used by SV60E and other applications, please check the different Field Change Orders (FCO) for database format compatibility. Changes made to the one central database can be done on any PC that has the Phonebook Manager installed and configured to work with this database. Any changes made to the database are immediately available to all SV60Es. To be able to contact the central database, every PC needs to have a NIC (Network Interface Card) to connect to the LAN.

MSDE or SQL Server

PhoneWare Database

Data Look-up LAN

SuperVisor 60E

SuperVisor 60E

SuperVisor 60E

Figure 5-5 MSDE/SQL Server Configuration Note: For the SOPHO 2000 IPS: The OpenWorX PC already has an MSDE or SQL Server running. This one can also be used for the PhoneWare database used by SV60E. For more information on how to set up MSDE, see E . "INSTALLING MSDE FOR SQL DATABASE USAGE".

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6.
6.1.

ISPBX PROJECTING
PROJECTING A SOPHO iS3000

SV60E supports the SOPHO iS3000, SOPHO 2000 IPS and SV7000 ISPBXs.

Select the required hardware installation and make the connections to the ISPBX according to the required configuration figure of chapter 5. "HARDWARE CONFIGURATIONS". Any standard Philips ISDN phone will work but we advice you to use an ErgoLine E320 (ETSI). The exact positioning of the telephone set is not so critical, but allow enough cable such that it may be placed to the left or right of the screen as desired. 1. Check the maximum number of operators allowed on the exchange (DIMDAT:0,16;). 2. Check the firmware of the DTX-I/DLC-U and PMC/PPU (DIPACK). 3. Display circuit to BSP-ID relation of DTX-I/DLX-L/DLC-U (DICDNR) . If a BSP-ID is already assigned to the circuit that you want to use for the PC, remove this with CHDNRC. 4. Set service condition of the required circuit(s) to not installed (SETNIN). 5. Delete peripheral circuit(s) from PM board (DEPCTB). 6. Assign peripheral circuit(s) to board (ASPCTB, PCT type 3). Use the first circuit (which has an even address) in the 2B+D interface for the PC, signalling group 6404. Use the second circuit (odd address) for the telephone, signalling group 090F. 7. Assign a DNR to the SV60E (CHOPDC, operator type 2). 8. Assign a BSP-ID to the telephone (CHDNRC). 9. Set service condition of the required circuit(s) to in service (SETINS). Note that the even numbered circuit will probably come in ABL-FAIL. When an SV60E user logs in, the odd numbered circuit will always come in ABL-FAIL. This is not a fault! 10. Assign a traffic class to the SV60E (CHTRFC ). 11. Start the SV60E from the Microsoft Windows Start menu. A SV60E can be connected to the ISPBX via a DTX-I, a DLX-L (with a PNT-L) or a DLC-U (with a PNT-1 Release 2). The interface towards the ISPBX is based on the ETSI (European Telecommunications Standards Institute) protocol. To connect the SV60E to the S0-bus, an ISDN card is applied in the PC. For traffic load it is recommended to connect one SV60E per DTX-I, DLX-L or DLC-U. The connection between the DTX-I and the SV60E is made using normal S 0-bus wiring. The cable length between the SV60E and the DTX-I conforms to the maximum length of S 0-bus cabling. If a longer cable is required a configuration with a DLX-L and PNT-L or DLC-U and PNT 1 must be used (length up to approximately 2000 m.).

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The circuit dedicated for an operator desk is assigned PCT-type 3 (Operator CircuiT-OCT). The peripheral circuit where the operator desk must be connected, must be assigned this PCT-type either automatically when assigning the PCT-board or manually. The first circuit in the 2B+D interface which is used for the SV60E requires signalling group 6404. The other projecting parameters are the same as for normal use of the DTX-I, DLX-L or DLC-U. These parameters are assigned with operational maintenance commands ASBRDS and ASPCTB. Use the command CHOPDC to assign a directory number (DNR) and operator type 2 (digital operator console) to the SV60E. Use the command CHTRFC to assigned a day traffic class. The night, upgraded and downgraded traffic classes are ignored for an operator desk. Use the command CHDNRC to assign a directory number to the "other" circuit of the 2B+D interface that the SV60E uses. This allows the telephone set to be used as a normal telephone set when the operator logged out. Note that this number is not the operator DNR. The telephone set behaves in the following manner: it is only used for speech; the telephone ringer is not used, the SV60E uses its (PC) call buzzer; messages sent to the ISPBX due to buttons pressed on the telephone will be ignored.

Make sure that the queue thermometers are on In the iS3000, set boundary 103 to 15; After login, select from the SuperVisor 60E "System" menu "Show Queue Thermometers".

For a detailed description of all operator facilities, please refer to the Facility Implementation Manual (Operator Facilities).

6.2.

PROJECTING A SOPHO 2000 IPS

The local area network is used for communication between the SV60E and SOPHO 2000 IPS, no separate ISDN card is required. For the operator to be able to communicate, a telephone set of the following type is required: Dterm (digital or IP) with display and minimally 8 programmable buttons. The exact position of the telephone set is not so critical, but allow enough cable such that it can be placed to the left or right of the SuperVisor 60E screen as desired.

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OpenWorX Platform Leny Paul Register 2000 IPS /SV7000 MP OpenWorX PhoneWare Data Look-up LAN Jane Mary SQL Server or MSDE

Data

SuperVisor 60E

209

SuperVisor 60E

210

SuperVisor 60E

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Figure 6-1 Configuration Example The following commands have to be executed on the SOPHO 2000 IPS. For your convenience we have implemented the example in the picture above. For more details about the commands, consult the SOPHO 2000 IPS documentation (Command Manual).

PROCEDURE: PBX Settings to get the SuperVisor 60E working


WARNING: FOR QUEUE MAPPING, MONITORED NUMBERS ARE ASSIGNED IN A SOPHO 2000 IPS. LIMITATION: ONE MONITORED NUMBER IN A SOPHO 2000 IPS BE USED BY MAXIMUM 4 APPLICATIONS. ADVICE: DO NOT USE THE SAME MONITORED NUMBER FOR DIFFERENT APPLICATIONS. Actions 1. Assign the prime line numbers of the telephone sets to be used by the operators:
14>00000>F209 14>00001>F210 14>00002>F211

The prime line should not be used to go off-hook with the operators telephone sets.

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171>209>2 171>210>2 171>211>2

If the operator telephone needs to be used when the SV60E is logged out or when the Business Att. Server is down, the programmed fall back numbers can be used (see Procedure: PBX Settings for Fall Back Scenario). Go off hook and press a fallback key to dial. For easy operation, we recommend the operator to use a headset. (See appendix G.1.2) 2. Assign the sub line numbers of the operator's telephone sets:
11>001>309 11>002>310 11>003>311

Assign the sub line numbers of the operator's telephone sets to button 8:
9000>209,08>309 9000>210,08>310 9000>211,08>311

3. Because the sub lines are used by the SV60E to handle calls, the sub lines must not be allowed to be used directly from the operator's telephone sets. The possibility to go offhook needs to be suppressed:
171>309>2 171>310>2 171>311>2

4. Define virtual numbers for the different SV60E functions. Use Virtual LENs and Virtual Line Numbers that are not already in use: 11>004>9 The '9' will be used for ALL incoming calls 11>005>290 Number 290 will be used for a fall back scenario, i.e. if the SV60E (Business Att. Server) is down. 11>006>291 Number 291 will be used for a fall back scenario, i.e. if the SV60E (Business Att. Server) is down. 11>008>293 Number 293 will be used for the HOLD queue on the SV60E. 11>009>294 Number 294 will be used for the VACANT queue on the SV60E (for unassigned numbers). 11>010>295 Number 295 will be used for the PRIORITY queue on the SV60E (Priority to operator). 11>011>296 Number 296 will be used for parking PAGING calls on the SV60E (First Orbit number). 11>012>297 Number 297 will be used for the ME queue on the SV60E (Individual Operator Access) for the first operator. 11>013>298 Number 298 will be used for the ME queue on the SV60E (Individual Operator Access) for the second operator. 11>014>299 Number 299 will be used for the ME queue on the SV60E (Individual

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Operator Access) for the third operator. 5. Define virtual extension '9' as a one-digit number. This will be used for calling the SV60E:
200>9>801

6. Define the virtual numbers as numbers monitored for the SV60E:


171>9>3 171>293>3 171>294>3 171>295>3 171>296>3 171>297>3 171>298>3 171>299>3

7. Put all monitored numbers including '9' in a separate group:


172>9>10 172>293>10 172>294>10 172>295>10 172>296>10 172>297>10 172>298>10 172>299>10

8. Save your changes:


EC6>0>0

PROCEDURE: PBX Settings for the Fall Back Scenario


If the Business Att. Server is down, incoming calls will go to the fall back numbers. Actions 1. Assign the sub line numbers for fall back to button 7 and 6 of the telephone sets to be used by the operators:
9000>209,07>290 9000>209,06>291 9000>210,07>290 9000>210,06>291 9000>211,07>290 9000>211,06>291

2. Put the fall back numbers in the same group as used for number '9':

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172>290>10 172>291>10

3. Call direction if an operator is called during fall back:


170>9>290 170>290>291 170>291>290

4. Save your changes:


EC6>0>0

PROCEDURE: PBX Programming of the SuperVisor 60E queues


The following queue assignment for the SuperVisor 60E is made: Queue A1 A2 A3 A4 U1; mapped to C in release 3.2.0 or higher U2; mapped to C in release 3.2.0 or higher U3; mapped to C in release 3.2.0 or higher U4; mapped to C in release 3.2.0 or higher C Description Incoming external calls on ISDN / Analog trunks. Incoming external calls on another trunk type (FX = Foreign eXchange not for Europe). Incoming external calls on tie lines (CCIS / Q-SIG). Incoming external calls on another trunk type (CCSA = Common Control Switching Arrangement network - not for Europe). Not answered timed out calls. Operator transferred party A to party B, but party B did not answer within a certain time. Party A returns to the operator in this queue. Calls to unassigned (vacant) numbers.

Operator transferred party A to party B, using camp on busy (on party B). Party B did not respond within a certain time. Party A returns to the operator in this queue. Calls transferred by extension or VoiceMail system to operator.

Park M1 M2

All calls that need to be handled by the operator with priority. This can be external incoming calls that encounter no answer or busy condition or VIPs calling the priority number, for example. Park used when operators park calls. Internal incoming calls (most of the time parties that dialled a '9'). All incoming calls to the personal operator number (ME number).

In the current release (3.2.0 or higher) the queues U1, U2, U3 and U4 are mapped to the Cqueue by default. See H . "QUEUE MAPPING FOR THE 2000 IPS / SV7000".

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Actions 1. Programming of the A1 queue: 11>015>8911 Define 8911 as the Central Office number for external incoming trunk calls. 200>8911>804 Define virtual extension '8911' as a four-digit number. 7600>8911>000 Convert '8911' in table 000, because it must be mapped to '9'. 7601>000>9 In table 000, 8911 is converted into '9' (incoming calls) for DAY situation. 7602>000>9 In table 000, 8911 is converted into '9' (incoming calls) for NIGHT situation. 3518>(route)>0 Provide conversion on the external incoming route. 2. Programming of the A2 queue: see example for A1 queue above. Note: A2 is not used for Europe. 3. Programming of the A3 queue: network calls can dial '9' directly or see example for A1 queue above. 4. Programming of the A4 queue: see example for A1 queue above. Note: A4 is not used for Europe. 5. Programming of the U1 queue: no action required. 6. Programming of the U2 queue: 08>032>1 Enable call rerouting to extension/operator on unassigned number 5106>01>294 DID call destination on unassigned number: to VACANT monitored number. 5107>01>294 Tie line call destination on unassigned number: to VACANT monitored number. 5108>01>294 Station to station call destination on unassigned number: to VACANT monitored number. 7. Programming of the U3 queue: 08>146>0 Enable camp on busy in the system. 8. Programming of the U4 queue: no action required. 9. Programming of the C queue: CAUTION: FOR COMMANDS 5101, 5104 SEE SECTION G . "BUSY LAMP FIELDS IN MIXED NETWORKS" AND PROCEDURE: "Additional 2000 IPS Settings to avoid SV60E problems".

5100>01>295 DID call destination on No Answer time out: to PRIORITY monitored

number.
5101>01>295 Tie line call destination on No Answer time out: to PRIORITY monitored

number.
5103>01>295 DID call destination on Busy time out: to PRIORITY monitored number. 5104>01>295 Tie line call destination on Busy time out: to PRIORITY monitored number.

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5110>01>295 Destination when called party has set Do Not Disturb: to PRIORITY

monitored number.

5111>01>295 Destination of a call redirect: to PRIORITY monitored number. 5122>01>295 Destination when calling party is restricted for making outgoing calls: to

PRIORITY monitored number. 10. Programming of the Park queue: no action required. 11. Programming of the M1 queue: no action required. 12. Programming of the M2 queue: no action required. 13. Save your changes:
EC6>0>0

PROCEDURE: Set Error Code Type


To get more error details in OpenWorX log in case of problems, set the following option: Actions 1. 08>465>0 Set error code type to detailed. 2. Save your changes:
EC6>0>0

PROCEDURE: Assign the SuperVisor 60Es in OpenWorX


WARNING: OPENWORX USES AN OAI CONNECTION FOR COMMUNICATION WITH A SOPHO 2000 IPS. MORE APPLICATIONS, LIKE CONTACT@NET 250 AND MYBUSINESS@NET ALSO USE OAI CONNECTIONS. LIMITATION: A SOPHO 2000 IPS CAN HANDLE A MAXIMUM OF 12 OAI CONNECTIONS. Preconditions Make sure that the OpenWorX 4.2.0 platform including the Business Att. Server has been installed. See the OpenWorX System Manual and the BAS Installation Guide. Actions The following actions must be to done with the OpenWorX Administrator. 1. Open the folder OpenWorX Platform. Select PBX Configurations. Select the appropriate PBX and press the Modify button. In the Reserve drop down list, select Monitored Number.

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Add all monitored numbers: 9, 293, 294, 295, 296, 297, 298 and 299. Close all folders. 2. Open the folder Machines. Open the folder with the name of the OpenWorX PC. Open the folder Applications. Open the folder Business Att Server. Select HomePBX. Define the list of monitored numbers according to our example: Monitored Number Incoming Monitored Number Hold Monitored Number Vacant Monitored Number Priority Monitored Number First Orbit Number (Paging) Value 9 293 294 295 296

3. In the folder Business Att Server, select Workstations. Add all the names of the PCs running SV60E and their prime line and sub line number. According to our example: Machine Name PC1 PC2 PC3 Prime Line Number 209 210 211 Sub Line Number 309 310 311

4. In the folder Business Att Server, select the Accounts page. It is very important that every user account that is defined in the SV60E is also defined in OpenWorX. To add a user account, select Add new and enter the user name as defined on SV60E. Also the related Monitored Number can be defined. According to our example: Login Name Leny Paul Jane Mary Monitored Number (ME queue) 297 298 299 (part time: work shared with Mary) 299 (part time: work shared with Jane)

When a call is made to a Monitored Number of a ME queue, see table above, it will be redirected to the ME queue of the SV60E where that user is logged in. A Monitored Number can be regarded as a personal number for the operator. 5. In the folder Business Att Server, select Night Mode to define a Night Extension:

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Deselect the 'Disable Night Mode' check box. Select Transfer and enter the Night Extension number. 6. In the folder Business Att Server, select PBX. You see the following screen:

Increase the Ack Response Time if you have problems with making external calls or transfers. Some GSM networks will not react within the default 5 seconds and the Business Att. Server assumes that the attempt failed. If you have a CCIS connection to another 2000 IPS or SV7000, decrease the Guard Delay Time for CCIS to 1000 ms (default is 5000 ms). When a call is made in a multisite 2000 IPS or SV7000 to a PBX that is not the Home PBX and there is an OAI connection to that PBX, fast call transfer uses this Guard Delay Time. The Guard Delay Time for External is not used by the SupserVisor 60E, because a transfer to a busy external party cannot be done, see 2.2. "DIFFERENCES BETWEEN THE 2K AND THE 3K SV60E" and 2.3. "DIFFERENCES BETWEEN THE SV7000 AND iS3000 SV60E". Press Submit Changes. If you cannot do Submit Changes, fill in a dummy Pilot Number.

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PROCEDURE: Additional 2000 IPS Settings to avoid SV60E problems


Actions Look in the BAS Installation Guide, chapter NEAX Command Assignments, section NEAX 2000 Commands and execute the commands 65 and 08 as they are described. To avoid a restart of the 2000 IPS after a complicated operator call handling scenario: Set Service Feature 28 to 0 6528>01>0 (01 is tenant number).

6.2.1.

Projecting a 2000 IPS Network

This section describes only a central operator. Major issues are: You must have Multi PBX licenses: for n PBXs (n-1) Multi PBX licenses; You must have OAI links to all PBXs; You must project the remote PBXs so that calls for assistance go to the monitored numbers of the home PBX. You must add all remote numbers in the OpenWorX Database Administrator. (See Appendix I . "OpenWorX TIPS AND TRICKS")

Figure 6-2 Central SuperVisor 60E in a 2000 IPS network

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Project DDI Fail on DND in the Remote PBX:


5110>01>310 Transfer destination for called station with DND to virtual number 310. The

numbers 310 and 311 are virtual numbers in the Remote PBX. Set Call Forwarding All Calls from these virtual numbers to the monitored numbers in the Home PBX:
E600>311>2,94 Where 294 is the monitored number in the Home PBX, which leads to the

operator, see previous section.


E600>310>2,95 Where 295 is the monitored number in the Home PBX, where it leads to

the operator, see previous section. Project internal assistance to the Home PBX:
200>9>A129 This routes the 9 to the Home PBX where it leads to the operator, see previous

section. Allow multiple Call Forwarding over CCIS and project this both in the Home and the Remote PBX:
A729>CCIS CCH channel>0 This enables more than one hop.

Project DDI Fail on the tie line in the Remote PBX: External calls dialling busy extensions via CCIS must be routed to the operator. Do not program TIE line fallback (5101, 5104 and 5107). TIE line fallback means that internal calls to busy extensions via CCIS are also routed to the operator, causing extra unwanted traffic. Also, break-in over CCIS and camp-on-busy over CCIS do not work with these TIE line fallback commands programmed. With split call forwarding, you can distinguish between internal and external calls via the TIE line. Program this as follows:
08>241>1

The call is routed to a station in the tenant of the calling station or a station in the tenant of the DID/Tie Line trunk.
08>600>0

The tenant of the calling party or terminating trunk selects the trunk route seized for Call

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Forwarding (all calls, busy line, no answer) and Split Call Forwarding (all calls, busy line, no answer).
08>608>1

Call forwarding type when an incoming call terminates via CCIS as per command 65 Y=23/ 24/25.
08>564>0 Should be programmed in both Home and Remote PBX.

Display the first forwarding station number via CCIS or the second forwarding station number of own office on LCD of forwarding destination Dterm. The first forwarding number via CCIS
6523>01>1

Call forwarding type when an internal call from station/attendant is terminated. Call Forwarding (all calls, busy line, no answer).
6524>01>0

Call forwarding type when a C.O. incoming call is terminated. Call Forwarding (all calls, busy, no answer).
6525>01>1

Call forwarding type when a Tie Line incoming call is terminated. Call Forwarding (all calls, busy, no answer).
78>010>310 DESTINATION OF SPLIT CALL FORWARDING

The number 310 is a virtual number in the remote PBX. Set Call Forwarding All Calls from these virtual numbers to the monitored number in the home PBX. See previous section.
A726>0 Provide Calling Name Display CCIS A728>0 Provide Calling Party Information transferring service A729>0 Allow Multiple Call Forwarding (all calls, busy, no answer-CCIS).

Execute the following two commands for every extension:


E604>Extension>8 Call Forwarding set by extension or MAT overrules the split call forward fallback. Applications such as presence management can make use of this. E604>Extension>0 Split Call Forwarding (busy, no answer).

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Project DDI Fail on the tie line in the Home PBX: If the Remote PBX has PSTN, program the Home PBX as follows:
08>241>1 08>600>0 08>608>1 08>564>0 Should be programmed in both Home and Remote PBX 6523>01>1 6524>01>0 6525>01>1 78>010>295 Where 295 is the monitored number in the Home PBX, and leads to the

operator, see previous section.


A726=0 A728=0 A729=0

Execute the following two commands for every extension:


E604>Extension>8 E604>Extension>0

6.3.

MULTI TENANT SOLUTION FOR 2000 IPS

By assigning attendant groups to tenants, operators can work per tenant. Also, trunks, extensions and night extensions can be split up, see the following picture. Calls for tenant 1 go to operator 1, and so on. If no operator is available to handle the tenants calls, the calls must be re-distributed to another available operator.

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Figure 6-3 Multi tenant solution for 2000 IPS

PROCEDURE: Multi tenant solution for 2000 IPS


Actions 1. Assign a tenant number to each station. 2. Set call forwarding for each tenant (2000 IPS command 51xx), see step 9 of PROCEDURE: "PBX Programming of the SuperVisor 60E queues". 3. For each tenant, set the forwarding relations (no answer, busy, DND) to the monitored number of the appropriate tenant. 4. Important: Route calls to a station within the tenant of the called station: 08>241>0 The consequences for the SV60E solution are: The customer must have as many servers (for OpenWorX) as tenants There are no separate A queues. To differentiate between tenants, you must enter tenantextension number relations in the OWX database. Calls for Tenant 1 cant be seen by Tenant 2. Overflow when clients log out is possible Integration with Outlook calendar is possible with Miralix No overflow on queue size to other tenants is possible

If you want all tenants to have the same operator number (for example, 9) use the following

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workaround: 1. Set the number 9 to Do Not Disturb 2. For each tenant, route Transfer Destination on DND (5110) to the appropriate OpenWorX system (internal queue number):
5110>01>intern number openworx tenant 01 5110>02>intern number openworx tenant 02

6.4.

PROJECTING AN SV7000

Note that your own numbers can replace the used numbers. In our example we create 3 operator positions with assigned operator DTerms 2994, 2996 and 2998 for 4 operators: Leny, Paul, Jane and Mary. The following diagram shows how incoming calls are routed:

Figure 6-4 Example operator programming for SV7000

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PROCEDURE: PBX Settings to get the SuperVisor 60E working


Actions 1. Define your numbering plan with the ANPD and ASPA commands. Make sure that all used numbers are in the number plan. 2. Creation of fallback group. Failed calls are routed to the operator via OAI monitored numbers. It is possible to define a fallback group to which failed calls are routed by the SV7000 in case the Business Att Server is down. Define 2 virtual numbers for the fallback UCD group with 2060 as master: ASDT (TN=1 STN=2060 LENS=000240 TEC=18(Virtual) RSC=1 SFC=1) Assign station number 2060 to be used as group number during fall back. ASDT (TN=1 STN=2061 LENS=000241 TEC=18(Virtual) RSC=1 SFC=1) Assign station number 2061 to be used as line number to answer calls during fallback. ASDT (TN=1 STN=2062 LENS=000242 TEC=18(Virtual) RSC=1 SFC=1) Assign station number 2062 to be used as line number to answer calls during fallback. ASHU (TN=1 STN=2060 EDIT STN=2061 EDIT STN=2062 SET) Assign UCD group members. AUCD (TN=1 STN=2060 QTH ACT=1 QTH=10 CWT=10 MCI=0) Recommended UCD group treshold value. MBST (TN=1 STN=2060 MB=1) Make busy station 2060 Note: The LENS values are just examples. The lens value of the fallback numbers should be in the same virtual pim as the myline number of the Operator Dterm. Use LSDT to show the LENS of the station to be used as Operator Dterm. 3. Define OAI monitored numbers:
AMNO (A/G=A TN=1 MNO=9 NMI=980 MFC=0 UCD=1 STN=2060) The '9' will be used

for ALL incoming calls, with 2060 as fallback.


AMNO (A/G=A TN=1 MNO=2050 NMI=981 MFC=0 UCD=0) Number 2050 will be used

for the HOLD queue on the SV60E.


AMNO (A/G=A TN=1 MNO=2051 NMI=982 MFC=0 UCD=1 STN=2060) Number 2051

will be used for the PRIORITY queue on the SV60E (Priority to operator), with 2060 as fallback. AMNO (A/G=A TN=1 MNO=2052 NMI=983 MFC=0 UCD=1 STN=2060) Number 2052 will be used for the VACANT queue on the SV60E (for unassigned numbers), with 2060 as fallback. AMNO (A/G=A TN=1 MNO=2053 NMI=984 MFC=0 UCD=0) Number 2053 Number 2053 will be used for parking calls on the SV60E. AMNO (A/G=A TN=1 MNO=2057 NMI=985 MFC=0 UCD=0) Number 2057 will be used for the ME queue on the SV60E (Individual Operator Access) for the first operator.

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AMNO (A/G=A TN=1 MNO=2058 NMI=986 MFC=0 UCD=0) ME queue for 2nd SV60E

operator.

AMNO (A/G=A TN=1 MNO=2059 NMI=987 MFC=0 UCD=0) ME queue for 3rd operator.

4. If not already assigned define the operators Prime Line & Sub Line, again make sure the lens value should be in the same virtual pim as the lens of the fallback numbers .
AISTL (TN=1 STN=2994 LENS=000013 TEC=12(Prime line) RSC=1 SFC=1) ASDT (TN=1 STN=2995 LENS=000260 TEC=18(Sub Line) RSC=1 SFC=1) AISTL (TN=1 STN=2996 LENS=000014 TEC=12(Prime line) RSC=1 SFC=1) ASDT (TN=1 STN=2997 LENS=000261 TEC=18(Sub Line) RSC=1 SFC=1) AISTL (TN=1 STN=2998 LENS=000015 TEC=12(Prime line) RSC=1 SFC=1) ASDT (TN=1 STN=2999 LENS=000262 TEC=18(Sub Line) RSC=1 SFC=1)

Note: Use ASDT for non-IP terminals. The LENS values are just examples. Use LLEN to show free LENS values. Sub Lines of Dterms must be located in the same Module group as the MY Line of that Dterm. 5. Program Headset & Release Key on the Operators DTerm:
AKYD (TN=1 STN=2998 PRI=0 PLTN=1 PLSTN=2999 S=1 MWD=0 LNPRE=0 TP=Type of Dterm)

In the table that appears:


KYN=Key KYN=Key KYN=Key KYN=Key KYN=Key Number Number Number Number Number KYI=2 KYI=1 KYI=1 KYI=2 KYI=2 KD=0 TN=1 STN=2998 RG=7 FKY=125 Headset/Handset Key FKY=59 Release Key KD=0 TN=1 STN=2999 RG=7 KD=0 TN=1 STN=2061 RG=7 Assign fallback station 2061 as

subline to Operator DTerm.


KYN=Key Number KYI=2 KD=0 TN=1 STN=2062 RG=7 Assign fallback station 2062 as

subline to Operator DTerm. CAUTION: FOR A GOOD OPERATION OF THE OPERATORS DTERM, CONNECT EITHER THE HEADSET OR THE HANDSET TO THE HEADSET CONNECTOR AT THE BOTTOM LEFT OF THE DTERM AND ACTIVATE IT BY PRESSING THE HEADSET/HANDSET KEY.

6. Program the general DID (A1-queue) number:


ASDT (TN=1 STN=2111 LENS=070240 TEC=18(Virtual) RSC=1 SFC=1) 2111 is

the general DID (A1-queue) number.


ACFS (TN=1 STN=2111 TYPE=1 SRV=V(All Calls) CFD=9) Call forwarding calls

from 2111 to 9. Note: The LENS values are just examples. 7. DDI-fail is defined with ACFO. ACFO cannot point directly to the used monitored

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numbers, therefore 2 virtual numbers are used. Define virtual number 2222 with Call Forwarding ALL calls to 2051 (PRIORITY):
ASDT (TN=1 STN=2222 LENS=070241 TEC=18(Virtual) RSC=1 SFC=1) ACFS (TN=1 STN=2222 TYPE=1 SRV=V(All Calls) CFD=2051)

Define virtual number 2223 with Call Forwarding ALL calls to 2052 (VACANT):
ASDT (TN=1 STN=2223 LENS=070242 TEC=18(Virtual) RSC=1 SFC=1) ACFS (TN=1 STN=2223 TYPE=1 SRV=V(All Calls) CFD=2052)

Set Call Forwarding to these virtual numbers for different call types:
ACFO (TN=1 ACFO (TN=1 ACFO (TN=1 ACFO (TN=1 ADAI, mode

CF=Call Forwarding - Busy Line CFI=2222) CF=Call Forwarding - Dont Answer CFI=2223) CF=Call Forwarding - Intercept CFI=2223) CF=Call Forwarding - Logout CFI=2222) 1, STN=2222, 139MTC=0, 139TC=1

Note: The LENS values are just examples. 8. Look in the latest BAS Installation Guide, chapter NEAX Command Assignments, section NEAX 2400 Commands and execute the commands ASYD and ASYDL as described.

PROCEDURE: Assign the SuperVisor 60Es in OpenWorX


Preconditions Make sure that the OpenWorX 4.2.0 platform including the Business Att. Server has been installed. See the OpenWorX System Manual and the BAS Installation Guide. Actions The following actions must be to done with the OpenWorX Administrator. 1. Open the folder OpenWorX Platform. Select PBX Configurations. Select the appropriate PBX and press the Modify button. In the Reserve drop down list, select Monitored Number. Add all monitored numbers: 9, 2050, 2051,2052 ,2953 and 2059. Close all folders. 2. Open the folder Machines. Open the folder with the name of the OpenWorX PC. Open the folder Applications. Open the folder Business Att Server. Select HomePBX. Define the list of monitored numbers according to our example:

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Monitored Number Incoming Monitored Number Hold Monitored Number Priority Monitored Number Vacant Monitored Number Park Monitored Number

Value 9 2050 2051 2052 2053

3. In the folder Business Att Server, select Workstations. Add all the names of the PCs running SV60E and their prime line and sub line number. According to our example: Machine Name PC1 PC2 PC3 Prime Line Number 2994 2996 2998 Sub Line Number 2995 2997 2999

4. In the folder Business Att Server, select the Accounts page. It is very important that every user account that is defined in the SV60E is also defined in OpenWorX. To add a user account, select Add new and enter the user name as defined on SV60E. Also the related Monitored Number can be defined. According to our example: Login Name Leny Paul Jane Mary Monitored Number (ME queue) 2057 2058 2059 (part time: work shared with Mary) 2059 (part time: work shared with Mary)

When a call is made to a Monitored Number of a ME queue, see table above, it will be redirected to the ME queue of the SV60E where that user is logged in. A Monitored Number can be regarded as a personal number for the operator. 5. In the folder Business Att Server, select Night Mode to define a Night Extension: Deselect the 'Disable Night Mode' check box. Select Transfer and enter the Night Extension number. 6. In the folder Business Att Server, select PBX. You see the following screen:

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Increase the Ack Response Time if you have problems with making external calls or transfers. Some GSM networks will not react within the default 5 seconds and the Business Att. Server assumes that the attempt failed. If you have a CCIS connection to another 2000 IPS or SV7000, decrease the Guard Delay Time for CCIS to 1000 ms (default is 5000 ms). When a call is made in a multisite 2000 IPS or SV7000 to a PBX which is not the Home PBX and there is an OAI connection to that PBX, fast call transfer uses this Guard Delay Time. The Guard Delay Time for External is not used by the SupserVisor 60E, because a transfer to a busy external party cannot be done, see 2.2. "DIFFERENCES BETWEEN THE 2K AND THE 3K SV60E" and 2.3. "DIFFERENCES BETWEEN THE SV7000 AND iS3000 SV60E". Press Submit Changes. If you cannot do Submit Changes, fill in a dummy Pilot Number.

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6.4.1.

Projecting an SV7000 Network

In this section only a centralized operator is described. Major issues are: You must have Multi PBX licenses: for n PBXs (n-1) Multi PBX licenses; You must have OAI links to all PBXs; You must project the Remote PBXs such that calls for assistance go to the monitored numbers of the Home PBX.

Figure 6-5 Centralized SuperVisor 60E in an SV7000 Network DETAILS TO BE SPECIFIED An alternative is when the SV7000 systems are connected by FCCIS. With FCCIS it is possible to monitor also the Remote PBX. A separate OAI connection is then not needed.

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7.
7.1.

INSTALLING THE SOPHO SuperVisor model 60E


INSTALLING THE ISDN PC CARD (iS3000 OR iS3000 AND 2000 IPS)

Follow the instructions of the ISDN PC card's readme file and the installation booklet. When installing a SV60E on a Compaq EVO (or comparable system, mostly Desktop) in combination with an Eicon DIVA card, make sure that: 1. The DIVA ISDN-card is placed in the outermost PCI slot on the mainboard. 2. You install the Eicon Diva drivers and software from the SuperVisor CD, supplied by PBC. 3. You reboot the system and disable the 'ISDN Call Filtering' completely! You do this by right clicking on the Systray Icon of the DIVA card and choose 'ISDN CallGuard'. Make sure that the check boxes Filter Incoming calls and Filter Outgoing are empty. EVEN WHEN THEY ARE DISABLED. If not, do so by deselecting the Enable Call Filtering. If they are empty, also deselect Enable Call Filtering. Click OK. 4. Check (by right clicking the icon and selecting ISDN Monitor) if the D-line and L1-line are active (green, not yellow). If not, there is something wrong with the connection to the ISPBX.

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Figure 7-1 ISDN Monitor window. For a FritZ! card, make sure that: 1. Turn off the PC and place the Fritz! card in a PCI slot on the mainboard. 2. Turn on the PC. Windows will normally detect the new hardware and starts the 'Add New Hardware Wizard'. 3. Follow the 'Add New Hardware Wizard' by pressing Next and select European ISDN (DSS1) as the D-channel protocol. 4. Finish and reboot the PC if requested. 5. Check the SuperVisor CD, supplied by PBC, for additional driver installation (depends on the Windows operating system).

7.2.

INSTALLING THE SOPHO SuperVisor 60E SOFTWARE

This section assumes that you have already installed the right Windows operating system on your PC. Please refer to the relevant Field Change Order (FCO) for the required Service Pack. For instructions on how to install Windows, see your Windows documentation.

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PROCEDURE: Installation Procedure


Preconditions Before you start installing the SOPHO SV60E Software, check the following points: If the Microsoft Data Engine (MSDE) is used, follow the installation procedure that is described in appendix E . "INSTALLING MSDE FOR SQL DATABASE USAGE". If the Operator Directory (the Phonebook) of the SV60E is also used by SysManager 410 or Management@Net, be sure that all systems use the same database and database schema 2-3-0. For a SOPHO iS3000 Make sure that the ISDN (Eicon DIVA or Fritz!)card has been installed, see section 7.1. "INSTALLING THE ISDN PC CARD (iS3000 OR iS3000 AND 2000 IPS)". For a SOPHO 2000 IPS or SOPHO SV7000 Make sure that the correct version of the OpenWorX platform including the Business Att. Server has been installed. See the OpenWorX System Manual and the BAS Installation Guide. Set the various SV60E items (Workstations, Accounts) in the OpenWorX database before you run the SV60E, else you cannot get a connection and you get a strange error message: "cannot load xxx.dll". See also section 6.2. "PROJECTING A SOPHO 2000 IPS".

Actions 1. Insert the SuperVisor 60E 3.2.0 or higher CD-ROM. 2. Select 'SuperVisor 60E - 3.2.0 or higher' from the Products list and press Install. 3. During installation of the SV60E software, there are different scenarios: new installation, upgrade SV60E or upgrade SV60 to SV60E. New Installation - You have to select Stand-alone or Distributed. Distributed is only supported in a Multi User SysManager 410 environment and is used to condition the Licence Manager. So in most cases, choose Stand-alone.

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Figure 7-2 The choice 'Stand-alone' is used in most cases As SV60E Configuration Type, you can select SOPHO iS3000 or SOPHO 2000 IPS / SOPHO SV7000. For the SOPHO 2000 IPS / SV7000 choice, you get an additional screen in which you have to indicate where the PC with OpenWorX is located.

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Figure 7-3 Example of a 'mixed network' choice (for Call Handling) During setup of the Operator Directory, select the required configuration: MASTER, SLAVE or SQL. Choose 'MASTER' for the master system in a master/slave or file sharing configuration, or in case of a stand alone system. Note that on a master system the Operator Directory is loaded as Jet database (master.pb). Choose 'SLAVE' for the slave systems in a master/slave or file sharing configuration. Note that on slaves the Operator Directory will not be loaded. Choose SQL when a dedicated SQL server (or MSDE) is used.

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Figure 7-4 Example of choice 'MASTER' for the Operator Directory You also have to select the sort order during setup of the Operator Directory. Usually this is 'GENERAL', but for the Scandinavian countries, the sort order is different.

Figure 7-5 Example of choice 'GENERAL' for the sort order of the Operator Directory. Upgrade from SV60 to SV60E or Upgrade to a newer release Please refer to the relevant Field Change Order (FCO) for the upgrade instructions. The FCOs can be found on NSOnet. 4. When the installation is completed, load the licence. See chapter 7.3. "LICENCE MANAGER" for more information. 5. If you want to install the Phonebook Manager. Use the SuperVisor 60E 3.2.0 or higher CD-

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ROM again, select 'PhoneWare Phonebook Manager - 2.175' from the Products list and press Install. The installation procedure creates links to 'SOPHO SuperVisor 60E' and 'PhoneWare' in the Windows Start menu. It also creates a short-cut on the Windows desktop called 'SSV60 - Call Handling'.

7.3.

LICENCE MANAGER

You must load a licence before you can use the SV60E. The licence specifies which SuperVisor modules (Call Handling module and Operator Directory module) you can run, and possibly the number and types of ISPBXs that you're permitted to serve. It also determines the maximum number of entries in the name directory, i.e. SV60E full version or low-end version. The licence is supplied by your application vendor, and comes in two parts: Text file with the extension .LIC (the licence paper). Dongle (for customer identification).

Licensing is checked once during start-up of the application and periodically; for the Operator Directory module once a day and for the Call Handling module each time a user logs in. If a licence has been expired or the dongle is broken or there is a mismatch between dongle and licence string, then the SV60E will not work (properly). When you start the SuperVisor for the first time: 1. Make sure you have a licence file (.LIC) ready, and make sure that the dongle is connected to the parallel port of your computer. 2. Start Licence Manager from the Microsoft Windows Start menu. 3. If the Login dialogue box appears with user name System Administrator, choose OK. 4. When prompted to load a new licence, choose OK. 5. In the dialogue box that appears, select the licence file, then choose Open. Note that the Licence Manager does not list your licences. Replacing an existing licence: 1. Start Licence Manager from the Microsoft Windows Start menu. 2. In the menu option 'File', select 'Load New Licence String'. 3. In the dialogue box, select the licence file and click 'Open'. Note: For more information about the different licences that you can buy, contact your application vendor.

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7.4.

LOGIN MODULE

The Login Module is only used for the Licence Manager application. Administrators use the Login Module's User Administrator application to administer each user's access to the Licence Manager. In addition, Administrators can also use the Login Module to set each user's default language for the Licence Manager. Ordinary users only use the Login Module's Login dialogue box. This can appear when they try to start the Licence Manager; they must then enter a password in order to gain access. Because the Login Module is both simple and intuitive to use, it has no on-line help. There are three classes of user associated with the Login Module: Ordinary User; only has access to the Login Module's Login dialogue box. This offers three functions: - Access to the Licence Manager, depending upon the rights configured by an Administrator. - The opportunity to change his/her password. - The opportunity to change his/her personal language. There may be one or many (normally many) ordinary users. Administrator; has access to the User Administrator application, which is used to create, configure, and remove users and Administrators within the context of the Login Module. Creating and configuring includes the following tasks: - Allocating user names. - Allocating users' default passwords (although these can be later changed by users). - Configuring users' access rights to the Licence Manager. Administrators can also configure their own access rights. - Setting users' default languages (although these can be later changed by users). - Configuring login behaviour (the conditions under which the Login dialogue box is displayed to users). There may be one or several Administrators. System Administrator; has all the abilities of the Administrators. The System Administrator can not be deleted or renamed and there can only be one.

The Login Module offers two levels of security: System Administrator / Administrator - access to all applications managed by the Login Module. (An Administrator may have to configure his/her own rights in order to gain access to all applications. However, this is easy to do, and does not require permission from the System Administrator.) There is no security distinction between the System

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Administrator and any other Administrator, since all Administrators can configure their own access rights. Ordinary User - access to the Licence Manger, configured for the user by the system Administrator or an Administrator.

How Ordinary Users Use The Login Module When an ordinary user starts the Licence Manager, the Login Module's Login dialogue box might or might not be displayed, depending upon the system and user configuration set by an Administrator. If displayed, the dialogue box requires that the user enter his/her name and password in order to access the Licence Manager. Ordinary users can change their Licence Manager passwords and used language. How Administrators Use The Login Module The System Administrator and other Administrators open the Login Module's User Administrator application by means of the MS Windows menu system. The Login Module's dialogue box controls access to the User Administrator, just as it does to other applications. The default user name for opening the User Administrator application is "System Administrator", and the default password is an empty string. Configuration of users is very intuitive, with the possible exception of the Personal user language and Login behaviour. The text a user sees on screen can come from a number of sources: applications running in the Windows user interface system messages from the Windows Operating System background processes

Each source can have a different language defined. The Login Module's personal language setting only affects the Licence Manager. Note: Before using the Login Module to configure users with languages, the required languages must first be installed. The System Administrator, together with all Administrators, can configure the login behaviour. Note that this setting is global - it applies to all users, not just the one currently being configured. The User Administrator's Options menu offers the following choices: Login not required; The Login Module's Login dialogue box is never displayed to any user at any time. Note that if you set this option, all users have access to the User Administrator application! This includes gaining access to the Login Module's own User Administrator application. From within the User Administrator, it is then possible to delete all users and Administrators.

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Furthermore, it is possible to change all passwords - including the System Administrator password! Once per session; Users are presented with the Login Module's Login dialogue box the first time they try to open the Licence Manager. Provided that they open it successfully, they are not presented with the Login dialogue box again. For each application; Users are presented with the Login Module's Login dialogue box every time they try to open the Licence Manager.

7.5.

LANGUAGE SELECTION

The Call Handling module's language can be selected on-line and is saved per user. For the PhoneWare Operator Directory module you can change the language of the menus by changing the language of the Call Handling module. Note that the field names also are translated. This is done in the database itself so it is not per user but for all users that use the PhoneWare database. You are warned that definitions set by the user are over written by the default "mapping fields values. So if required, customize the fields after you selected the language. For the PhoneWare Phonebook Manager the language can also be selected on-line.

7.6.

NETWORK CONFIGURATION FOR DIRECTORY DISTRIBUTION VIA LAN

This section assumes that Windows operating system has been installed with network support. For detailed information please refer to the Microsoft documentation for network aspects.

7.6.1.

On all workstations

1. Click the Network icon in Control Panel. 2. In the Configuration sheet you can change settings for adapter, protocol and services: - check or add installed Ethernet adapter. - check or add protocol. All systems must support the same protocol. For example TCP/IP. - click File and Print Sharing, select: "I want to be able to give others access to my files". 3. In the Identification sheet you can: - choose a computer name, for example master, slave1 and slave2. - choose a workgroup name for all systems, for example SV60E.

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choose a computer description, for example the same as the computer name.

7.6.2.

On file sharing configuration workstations

On the workstation that contains the physical database (the master): 1. In My Computer or Windows Explorer click with the right mouse button the directory you want to share, i.e. the directory where the database is. Default this is C:\shared\data. 2. Click Properties. 3. Click the Sharing tab, and then click Shared As with Access Type Full. On the other workstations: 1. Open "oppi.ini". 2. The path that is mentioned after "NextDBName" must point to the database on the master workstation. For example NextDBName=\\master\data\Master.pb
Master Data base Lookup search criteria Lookup search criteria LAN Each slave that has the Phonebook manager installed can make changes in the database that is located on the maters PC. Slave 1 Slave 2

Figure 7-6 File Sharing.

7.6.3.

On master/slave configuration workstations

On the master workstation: 1. Install the task scheduler tool. 2. Create a batch file named "slaves.bat". This file must contain commands to copy the master database to the slaves. For example:
copy c:\shared\data\Master.pb \\slave1\shared\data\Master.pb copy c:\shared\data\Master.pb \\slave2\shared\data\Master.pb exit

3. In My Computer or Windows Explorer click "slaves.bat" with the right mouse button. Click

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Properties. Click Program and select "close on exit". 4. Configure the task scheduler tool in such a way that the slaves.bat file is executed every day at for example midnight.
Master Data base Data Base Copy Slave 1 Data Base Copy Slave 2

Database distribution

Lookup search criteria

Lookup search criteria

LAN

Each slave that has the Phonebook manager installed can make changes in the database that is located on the maters PC. The master distributes the database e.g. Every night. To look up search criteria, the SSV60 makes use of the local database.

Figure 7-7 Master/Slave. On the other workstations: 1. Create the directory c:\shared\data. 2. In My Computer or Windows Explorer click the directory you want to share (data) with the right mouse button. 3. Click Properties. 4. Click the Sharing tab, and then click Shared As with Access Type Full. This enable the master to over write the database.

7.6.4.

If you want to copy the database to the slave workstations every time they start up

This method can be used as distribution for the master/slave configuration or as back-up for the file sharing configuration. It does not need a scheduling application. 1. Create a batch file containing the following lines on all slave workstations:
c: if exist \\master\shared\data\master.pb goto update rem msgbox /I! "Connection with master failed" "No copy will be made" goto callhand :update rem msgbox /II "Phonebook will be copied from the master" "Give OK

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to start copy" cd\shared\data del *.bak copy *.pb *.bak copy \\master\shared\data\*.pb :callhand cd\progra~1\philips\ssv60 callhand

If necessary, replace master with the computer name of your own master workstation. 2. Add this file to the workstation's Windows Start Menu Programs.

7.6.5.

If you want to use the Phonebook Manager on a slave workstation

If the Phonebook Manager was not installed during installation, load it from the PC Application Software CD-ROM. 1. Open the Phonebook Manager (Windows start menu). 2. Click on the 'Register' button. 3. Enter (or browse to) the file name of the database, including the full path. For example
\\master\shared\data\Master.pb

4. Check that the folder on the master is "shared" with "full" access. For information on how to configure the Phonebook Manager, please refer to its Installation And Support manual.

7.7.

PARALLEL PORT

A printer can be connected to LPT1 because the dongle is 'transparent'. If another auxiliary function is used, this should be done via a separate port. Note: Make sure that this 'separate' port is NOT configured as ECP (Enhanced Communication Port) or EPP (Enhanced Parallel Port). This is usually selected by a jumper on the motherboard rather than a system option. The following figure shows the layout of the parallel port connector and the signals that appear on the pins. Use pins 11 and 12 to connect the ground (0 V).

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14

25 13

Figure 7-8 Parallel Port Connector - Pin Layout (Connector Side). 25 pin connector (female) seen from connector side (not solder side). Do not connect a printer to this connector. Pin no. 1 2 3 4 5 6 7 8 10 11 12 Signal STROBE ANNO.0 ANNO.1 ANNO.T Function Strobe signal Recorder on/off Name announcer select 0 Name announcer select 1 Name announcer trigger Buzzer on/off Alarm buzzer on/off Call buzzer on/off Acknowledge signal Busy signal Out of paper signal Notes Standard Centronics See Table 7-1 "Announcer Selection." See Table 7-1 "Announcer Selection."

ACKNLG BUSY PE

Standard Centronics Standard Centronics Standard Centronics

7.7.1.
1. 2. 3. 4.

How to Connect a Recording Device

Start the SuperVisor 60E and log in as system administrator. On the System Maintenance menu, click Auxiliary Device Settings. Mark the option Enable auxiliary port. Select the required port.

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5. Mark the option Enable recorder. Now pin number 2 becomes active when the operator answers or sets up a call. The audio input of the recording device should be connected parallel to the analogue interface of the handset of the operator. Unfortunately there is no tool for this.

7.7.2.

How to Connect a Name Announcer

Firstly, the IAS should be used for trunk announcements. Secondly, if you still want to do this via the SV60E you need to enable the relevant pins: 1. 2. 3. 4. 5. Start the SuperVisor 60E and log in as system administrator. On the System Maintenance menu, click Auxiliary Device Settings. Mark the option Enable auxiliary port. Select the required port. Mark the option Enable name announcer.

A combination of ANNO.0 (pin 3) and ANNO.1 (pin 4) is activated by an incoming call in an A-queue: ANNOUNCER SELECT SIGNALS ANNO.0 1 0 1 0 0 = non-active, 1 = active Table 7-1 Announcer Selection. So you can select an announcement device per A-queue. ANNO.T (pin 5) enables the selected name announcer for about two seconds. The audio output of the announcement devices must be connected to the microphone of the operator. Unfortunately there is no tool for this. The Windows Audio property sheet allows you to configure the default settings for devices that play and record audio. From the Start menu, point to Programs, point to Accessories, point to Multimedia, and then click Audio. ANNO.1 1 1 0 0 ANNOUNCER SELECTED A1 A2 A3 A4

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7.7.3.
1. 2. 3. 4. 5.

How to Connect an External Buzzer

Start the SuperVisor 60E and log in as system administrator. On the System Maintenance menu, click Auxiliary Device Settings. Mark the option Enable auxiliary port. Select the required port. Mark the option Enable buzzers.

You can use the following pins of the parallel port for control: pin 6 buzzer on/off; pin 7 ISPBX alarm buzzer on/off; pin 8 call buzzer on/off.

Pins 7 and 8 select the alarm or call buzzer. Pin 7 becomes active when there is an ISPBX alarm. Pin 8 becomes active when there is an incoming call. Pin 6 becomes activate in both cases and activates or deactivates the selected buzzer.

7.8.

SOUND CARD

The SV60E supports the use of audio devices (i.e. Soundblaster card) for the generation of a special sound as call buzzer. The SV60E also supports the use of a speech attendant database. See the SOPHO Service Tools CD-ROM for restrictions when the Speech attendant is used in together with the PhoneWare database

7.9.
1. 2. 3. 4. 5.

UNINSTALLING THE SOPHO SuperVisor model 60E

Close all SV60E applications. In Microsoft Windows open the Control Panel. Double click on the Add/Remove programs icon. Select the required component(s). Click on Add/Remove.

This removes the SuperVisor 60E files from the computer. It does not remove files that were not installed by the SuperVisor 60E Setup program (e.g. busy lamp field, log or text files) or files that may be needed by other applications.

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8.
8.1.

CUSTOMIZING THE SOPHO SuperVisor model 60E


SYSTEM MAINTENANCE

When you log in as system administrator (Sysadmin) you can do system settings through the "System Maintenance" menu on the following subjects: Trunk Group Settings See the help text "System Administration" for the procedure "Specifying groups of trunk lines". Buzzer Settings You can select the frequencies (and with that the volume) for the ten different call buzzer sounds. See also the help text "Incoming calls" for the procedure "Setting the pitch of the call buzzer" or "Turning the call buzzer on and off". If a sound card is installed in the PC then you can also select the file names of ten different wave files. Route Line Information See the help text "System Administration" for the procedure "Assigning names to routes". Auxiliary Device Settings See chapter 7.7. "PARALLEL PORT". Busy Lamp Field See chapter 8.3. "BUSY LAMP FIELD SETTINGS". Protocol Logging See chapter 9.1. "DIAGNOSTICS". User Maintenance See chapter 8.2. "USER MAINTENANCE". Change Language The SV60E supports various languages on-line. You can select the required language from the list box. Screen Size You can select 800x600 or 1024x768 pixels. You have to restart the SV60E program for the new settings to take effect.

8.2.

USER MAINTENANCE

One workstation can be shared by a number of operators. Therefore security is based on user names and passwords. The login of the SV60E application is separated from the login of Microsoft Windows. At the login-dialog of Windows a general name should be applied, for example "Operator". When the application is started, a login dialog box appears where the user types in his/her own name.

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When a new shift arrives, only the logout and login of the application will be necessary. This implies that all the Windows security features apply to the general name, in our example "Operator". So the desktop, programs and preferences are workstation dependent, not userdependent. Users are classified in different categories that have different possibilities in the application. Three authorization levels are available for the user management within SV60. From low to high these are: 1. Normal Operator; 2. Extended Operator; Note: It does not matter if you give an operator level 1 or 2. This was created for the 'old' SV60. 3. System Administrator. This level is required to change system settings, major data maintenance like import or re-indexing of databases. The system administrator has user name "Sysadmin". The standard password is "sysadmin". The password can be changed. All system settings that the administrator can change are recorded centrally. Only the location of the busy lamp field data can be chosen by the system administrator. Normal users are added and removed by the system administrator. Operators can change their password themselves but the system administrator can also change their password. The personal settings for users are recorded in the Registry of Microsoft Windows. For SV60E it will make no real difference whether the registry is local or network based. The special user "Demo" has the standard password is "demo". See the help text "System Administration" for the procedure "Adding a new user".

8.3.

BUSY LAMP FIELD SETTINGS

The Busy Lamp Field works for SSW 800, 805 and higher (not for 740/741). The Busy Lamp Field module displays the status of extensions and trunk lines. Which extensions and lines are monitored can be determined in the System Administration mode. For more information please refer to the on-line help text "System Administration" for the "Creating a new busy lamp field" procedure and following the next steps: 1. Log in as Sysadmin. 2. Select "Busy Lamp Field" from the "System Maintenance" menu. 3. Enter the "Extension Groups" that you want to see in the Busy Lamp Field.

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4. Under "Settings", Activate the Busy Lamp Field. 5. Save these settings. By default, this is in the BLF1.blf file in the SSV60 directory. 6. Log in as user and select "Show Busy Lamp Field" from the "Busy Lamp Field" menu.

8.4. 8.4.1.

DIRECTORY MAINTENANCE - SOPHO iS3000 Editing the Database

Please refer to the PhoneWare Phonebook Manager documentation when you want to make changes in the directory entries or layout.

8.4.2.

Importing a Database

The partly licensed PhoneWare tool "Data Import-Export" is a flexible tool to import a database. It also allows you to export data from a phonebook to a file, which can then be used in another application. For information on how to use this tool, please refer to its on-line help. The tool can be found in the Windows Start/Programs/PhoneWare menu.

8.4.3.

Importing CSV Database Files (NOT for MSDE)

With the PhoneWare tool "CSV Import", you can import Comma Separated Value (CSV) files. It converts 3 CSV files with a specific layout into 1 .pb file. The tool can be found in the Windows Start/Programs/PhoneWare menu of the SV60E master system. In the folder C:\shared\data you need the following files: Group2.csv which builds the hierarchy group table file; Extensio.csv which builds the hierarchy extension table file; Dir_secy.csv which builds the directory table file.

Ensure that the files follow the correct format, as explained further on. The easiest way to do this is by making use of Microsoft Excel. You can for example move columns, switch columns. At the end, save it as a comma separated file. Notes on the following information: Only one record per line. A comma is used to separate the fields. Optional fields are shown like this: [parent code]. Anything inside the square brackets [ ] may be omitted.

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Hierarchy Group Table File (Group2.csv) Hierarchy Group Table format: FIELD NAME _group_desc _code _parent_code _group_level _site_group_code _modn_date _modifier FIELD TYPE AND LENGTH text 36 text 20 text 20 Byte 1 Integer MM/DD/YY text 8 DEFAULT "Philips" 1 none none 1 System date/time convert

Table 8-1 Hierarchy Group Table format The format for each record of this table is as follows: _group_desc,_code,[_parent_code],[_group_level],_site_group_code, [_modn_date],modifier _group_desc _code _parent_code _group_level _site_group_code _modn_dat _modifier Up to 36 characters for the group name. Up to 20 characters for the group code. Up to 20 characters defining the "one level higher group". Byte 1, represents the level of the group within the hierarchy. Integer, represents the site group to which the group belongs. System date and time in the format MM/DD/YY. Up to 8 characters defining the changer.

Example of a Group2.csv file:


_group_desc,_code,_parent_code,_group_level,_site_group_code,_modn_dat e, _modifier "Reception",1,0,1,1,"01/06/98","Philips" "Service centre",2,0,1,1,"01/06/98","Philips" "Installations",3,0,1,1,"01/06/98","Philips" "Contracts",4,0,1,1,"01/06/98","Philips" "Personnel",5,0,1,1,"01/06/98","Philips"

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Hierarchy Extension Table File (Extensio.csv) Hierarchy Extension Table format: FIELD NAME _extn_num _extn_site _line_ description _modn_date _modifier FIELD TYPE AND LENGTH text 20 text 8 text 16 MM/DD/YY text 8 DEFAULT always unique "local" space system date/time convert

Table 8-2 Hierarchy Extension Table format The format for each record of this table is as follows: _extn_num,extn_site,line_description,[_modn_date],_modifier _extn_num Up to 20 characters for the unique extension number. _extn_site Always "local". _line_description Up to 16 characters for the usage of the extension no., for example visitors phone. _modn_dat System date and time in the format MM/DD/YY. _modifier Up to 8 characters defining the changer. Example of an Extensio.csv file:
_extn_num,_extn_site,_line_description,_modn_date,_modifier "2002","Location","Maupassant G. de","01/06/98","Philips" "2005","Grup Dir","Flemming I.","01/06/98","Philips" "2006","Location","Engineers","01/06/98","Philips" "2007","Location","Computer Room","01/06/98","Philips" "2011","Location","Dickins C.","01/06/98","Philips"

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Directory Table File (Dir_secy.csv) Directory Table format: FIELD NAME _site_group_code _entry_number _inactive _surname _surname_so _extn_num _extn_site _secy_site_group_ code _secy_entry_num _secy_surname_search _alt_extn_num _alt_extn_site _user01 _user02 _user03 _user04 _user05 _user06 _user07 _user08 _user09 _user11 _user12 _user13 _user14 _group2 FIELD TYPE AND LENGTH Integer 2 Integer 4 bit 1 Text 40 Text 4 Text 20 Text 8 Integer 2 Integer 4 Text 40 Text 20 Text 8 Text 30 Text 30 Text 30 Text 30 Text 30 Text 30 Text 30 Text 30 Text 30 Text 30 Text 30 Text 30 Text 30 Text 38 DEFAULT Always 1 Increment Null "Jones" A000 Always unique "local" Always 1 _Entry_num _surname Alway unique "local" None None None None None None None None None None None None None None

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FIELD NAME _group2_code _yesno01 _sort_surname _modn_date _modifier Table 8-3 Directory Table format

FIELD TYPE AND LENGTH Text 20 Boolean Text 40 MM/DD/YY Text 8

DEFAULT None No "Jones" System date/time Convert

The format for each record of this table is as follows: _site_group_code,_entry_number,_inactive,_surname,_surname_so,_extn_num, _extn_site,_secy_site_group_code,_secy_entry_num,_secy_surname_search, [_alt_ext_num],[_alt_ext_site],[_user01],[_user02],[_user03],[_user04],[_user05], [_user06],[_user07],[_user08],[_user09],[_user11],[_user12],[_user13],[_user14], [_yesno01],sort_surname,[modn_date],modifier site group code entry number inactive surname surname so extn num extn site secy site group code secy entry num secy surname search alt extn num alt extn site user01...14 Always 1. Integer. Bit 1. Up to 40 characters to define the surname. Up to 4 characters for the soundex code which is used for phonetic search. Up to 20 characters to define the first extension number of the entry. Always "local". Always 1. Integer. Up to 40 characters. Up to 20 characters to define the second extension number. Always "local". Up to 30 characters to define the user fields. In comparison with the SV60:

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SV60E (dir_secy.csv) user01 user02 user03 user04 user05 user06 user07 user08 user09 user11 user12 user13 user14 Table 8-4 Compared to SV60.

SV60 (internal, network and guest.txt) branch (internal/network) nationality (guest.txt) other info 1 (all) other info 2 (all) other info 3 (all) other info 4 (all) other info 5 (all) other info 6 (all) other info 7 (all) VIP status (guest.txt) language (guest.txt) location of extension (extensio.txt) location of alternate extension

group2 Up to 38 characters to define the group to which this entry belongs. group2 code Up to 20 characters to define the code of the group to which this entry belongs. yes/no01 Boolean that defines if this entry is a guest. sort surname Up to 40 characters. modn date System date and time in the format MM/DD/YY. modifier Up to 8 characters defining the changer. Example of a Dir_secy.csv file:
_site_group_code,_entry_number,_inactive,_surname,_surname_so,_extn_nu m,_extn_site,_secy_site_group_code,_secy_entry_number,_secy_surname_se arch,_alt_extn_num,_alt_extn_site,_user01,_user02,_user03,_user04,_use r05,_user06,_user07,_user08,_user09,_user10,_user11,_user12,_group2,_g roup2_code,yesno01,_sort_surname,_modn_date,_modifier 1,1,,"Alcott",A423,1402,"local",1,1,"Alcott",1400,"local","Pricing",," 32 High Street","Warmington","WG12 6TG","0945880712","G482LMA",,,,,,,"Alcott",","01/06/98","Philips"

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1,2,,"Bronte",B653,1400,"local",1,2,"Bronte",,"local","Reception",,"27 Low Road","Campbell Glen","GW34 5FD",,"DPAD17G"",,,,,,,"Bronte",","01/ 06/98","Philips" 1,3,,"Dickins",D252,1406,"local",1,3,"Dickins",1400,"local","Contracts ",,"7 Lindley Lane","Gosburton","GO12 7RJ","035891685",,,,,,,,"Dickins",","01/06/98","Philips" 1,4,,"Eliot",E430,1405,"local",1,4,"Eliot",1400,"local","Installations ",,"Flat 3b Orchard Rd","Dillbury","DB9 1WW",,"H301GEW",,,,,,,"Eliot",","01/06/98","Philips" 1,5,,"Flemming",F455,1401,"local",1,5,"Flemming",1400,"local","Researc h",,"1 Ramsey Street","Erinsborough","ER2 1WQ","0944678921",,,,,,,,"Flemming",","01/06/98","Philips"

8.4.4.

Database Linking

It is possible to link databases, i.e. making it possible for the operator to select another database. Example: a company has three headquarters: A, B and C. The operators not only want to search in their own Phonebook (i.e. database), they also want to search in the databases of the other headquarters. They are only allowed to make changes in their own database. So operator A can search in database A, B and C but can only edit database A. Operator B can search in A, B and C but can only edit database B. Operator C can search in A, B and C but can only edit database C.
Search and edit the database (or Phonebook) Search only

Headquarter A

Headquarter B

Headquarter C

Figure 8-1 Database Linking. To arrange this you must make a link in the own database to the next database. In this next

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database you can make a link to the following database. In this way you can make a chain of up to ten databases. This is called the "configuration chain". To create the link you use an application called the "Configuration Chain Editor". This tool can be found on the Philips' SOPHO Service Tools CD-ROM. For information on how to add a link to the configuration chain, please refer to the application's on-line help. If you want an operator to be able to edit the database, install the PhoneWare Phonebook Manager and register the required database(s). Note that for calling line identity (CLI) only the own database can be used. You select this in the Operator Directory Module. Choose Options from the Tools menu. Go to the Phonebook tab and select which Phonebook is used for CLI details.

8.4.5.

Allow name lookup of short DNRs

Normally a name lookup is done for 3 digits or more. In the low-end version you can be configure to have a name lookup at 2 digits. To enable this, the file "Set 2 digit DNR lookup.reg" in the program directory of SSV60E must be run (double click on it). To restore the setting run the file "Set normal length DNR lookup.reg".

8.5. 8.5.1.

DIRECTORY MAINTENANCE - SOPHO 2000 IPS Editing the Database

Please refer to the OpenWorX administrator documentation (see OpenWorX System Manual) when you want to make changes in the directory entries. Changes made in the OpenWorX database will be sent to the PhoneWare database, if you also install the Directory Services (see 8.5.3. "Database Synchronisation between OpenWorX and PhoneWare"). It is not allowed to make changes to the PhoneWare database directly using Phonebook Manager.

8.5.2.

Importing Data into OpenWorX

Please refer to the OpenWorX data import tool documentation (see OpenWorX System Manual).

8.5.3.

Database Synchronisation between OpenWorX and PhoneWare

In a networks with SOPHO 2000 IPS, adding, deleting and changing names needs to be done with the OpenWorX administrator. With the proper setup, these changes will be sent to the PhoneWare database regularly. This prevents that two databases need to be maintained manually.

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Figure 8-2 Database synchronisation between OpenWorX and Phonebook by Aranea in a network with SOPHO 2000 IPS

Figure 8-3 Database synchronisation between OpenWorX and Phonebook by Aranea in a mixed network

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For database synchronisation between OpenWorX and PhoneWare, you need to install Aranea which is part of the Directory Services. Aranea will regularly check for the changes made in OpenWorX database and send these changes to the PhoneWare database. See Customer Engineer Manual for Directory Services.

8.6.

CCIS BREAK-IN FOR 2000 IPS AND SV7000

In R21 of the SV7000, break-in over CCIS is not yet supported. For SV7000 the standard install is OK, no changes have to be made. If you have 2000 IPS release 12.1 or SV7000 release 21 or higher, you can switch on the new implementation of break-in by executing (double click the file) the registry file CCIS BreakIn.reg found in the SSV60 program files directory. When the SV60E is started the next time, the new break-in will become active. If you want to switch from the new break-in back to the old break-in, you can execute the registry file No CCIS BreakIn.reg found in the SSV60 program files directory.

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9.
9.1.

TROUBLESHOOTING
DIAGNOSTICS

Diagnostic information can be retrieved locally and remotely. For remote support you can use pcANYWHERE. Locally, diagnostic information is saved in the following files:
EventException.txt (cyclic, default size 200 kbyte).

Stores the progress details for the modules.


Trace.txt (cyclic, default size 10 Mbyte).

Stores tracing information for the modules. These files are located in: C:\Philips\Diagnostic Files\<module name>. The content of these files can be monitored real time with the DiagMonitor.exe tool. This tool can be found on your system in C:\Program Files\Common Files\Philips\Diag@Net. When you start up this tool, select CallHand.exe, dir.exe for SV60E logging. Iepien32.exe can be useful for troubleshooting the import of data into the PhoneWare database In addition, information can be found in: -install.log -popien32.log which is used for the SV60E; which is used for the SV60E.

WARNING: THESE FILES ARE OF LIMITED SIZE. INFORMATION CAN BE OVERWRITTEN. THE LAST LOGGED LINE IS THE ONE ABOVE THE LINE CONTAINING ALL PLUS SIGNS (+). The SIC tool (SysManager Info Console), part of the Technical Support Module can also assist in supplying diagnostic information. It can be found on the Philips' PC Application Software CD-ROM. How to change the settings of the logging/monitoring process (iS3000 only) Note: The 2000 IPS logging is on by default and can only be switched off by Diag@Net. Log in as system administrator (Sysadmin). Choose the Protocol Logging option from the System Maintenance menu in Call Handling. You can now select any number or combination of the following logging type(s):

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Type 1: Monitor highest level of information. i.e. the type of information you always want to see, for example program states, protocol errors and exceptional events. Type 2: List of events effecting the program state, for example disconnect indication is received or a command to close the Busy Lamp Field connection is received. Type 3: Lists in/out messages/events and responses as protocol elements, i.e. it lists what kind of messages are sent and received rather than their contents, e.g. two calls present in A2 queue. Type 4: Lists in/out ISDN messages/events and responses contents in HEX dump detail. (iS3000 or mixed network) Type 5: Lists in/out TMP messages/events and responses contents in HEX dump detail. (iS3000 or mixed network) Type 6: Lists the ISPD messages sent to Call Handling. It also lists the ISPD commands (ispd(demo).dll functions) used by Call Handling. The last settings of the logging types will be remembered by the SV60E as workstation dependent. The logged data will contain date and time stamps. It will also specify whether the data belongs to the Call Handling connection or the Busy Lamp Field connection. Then the data is sent to the file Trace.txt (in C:\Philips\Diagnostic Files\SSV60\CallHand). You can use Notepad, for example, to read the file. How to examine the status of the Call Handling and Busy Lamp Field connections to the ISPBX (iS3000 only) Choose the Communication Status option from the System menu. Information provided will be Call Handling handle, BLF handle, B-channel in handle, B-channel out handle, ISPBX port used for TMP/CH, TMP L-mode on/off, TMP window size, call buzzer enabled yes/no, internal SPD state, Call Handling mode. How to examine the current system configuration Choose the Configuration Logging option from the System menu. Then the data is sent to the file EventException.txt (in C:\Philips\Diagnostic Files\SSV60\CallHand). You can use Notepad, for example, to read the file. What to do if the queue thermometers do not work (iS3000 or mixed network) Check the value of network boundary 103 "Max length of queue indication"; it should be 15. Make sure that the Queue Thermometers are active in the SuperVisor: from the System menu, set 'Show Queue Thermometers'.

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What to do if a short cut key in the Operator Directory does not (always) work In the Mapping tab of Phonebook Manager check the value of the short cut code of the required key. If the key seems to work only now and then, check if the operator has the SV60E application active at that time. The date and time at the bottom of the call handling screen is not the same as displayed by Windows The call handling application displays the date and time of the ISPBX. When the ISPBX does not send a date and time stamp then the local PC date and time will be displayed.

9.2.

WHAT TO DO IF YOU CAN'T ESTABLISH A CONNECTION (iS3000)

General Procedure 1. Check that you're using the correct cables, and that they are connected correctly. (For more information on cables, see Appendix C.7. "CABLE LAYOUTS"). 2. Check that the ISDN card software is installed and loaded and that the jumper is placed correctly (in case of an AVM ISDN card). Also check whether this is the right version. 3. Use OM command INTEST to check the operator port. 4. Check the jumpers on the DTX-I card. 5. Check byte 14 of signalling group 6404. This byte represents the "SuperVisor terminal present timer". Use OM command DIPMPD:0,6404,14,1; (in case of a single unit system). The value listed under data is the time in units of 100 msec. When you use a "slow" PC, you must change this timer to, for example 15 seconds. Use OM command CHPMPD:0,6404; (in case of a single unit system) with additional parameters 14,1,150 (,,). 6. Check if the PC has Energy-saving set to system level. For some PCs you can select out of three Energy-save time-outs. No Energy-saving, saving on hard disk and saving on system. The last option switches off the PC and thus also breaks the ISDN connection.

9.3.

WHAT TO DO IF YOU CAN'T ESTABLISH A CONNECTION (2000 IPS)

General Procedure 1. Check that all PC can "see" each other on the LAN (ping). 2. Check that the user account of the SV60E is also defined in OpenWorX (see section 6.2. "PROJECTING A SOPHO 2000 IPS"). All user accounts must be unique.

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Procedure to restart the OpenWorX & Business Att. Server This procedure is needed to restore the OAI link with the 2000 IPS and might avoid a restart of the OpenWorX Server. It can be useful in case you suspect the OAI link. For example, if you cannot make or receive calls on the SV60E. 1. Gracefully stopping the OpenWorX services. You can find services in Start/Settings/ Control Panel/Administrative Tools/Services. - Log out all BAS Client applications. - Stop the Watch Dog service. - Stop the OAIMonitor. This will stop most OpenWorX applications. - If not stopped, stop the BAS Att Server service, ICA, Dialer and any other OpenWorX applications that you have one by one (manually). 2. Starting the OpenWorX services. You can find services in Start/Settings/Control Panel/ Administrative Tools/Services. - Start the Watch Dog service. - Make sure that the OAIMonitor is started. - Make sure that all other OpenWorX applications are started. Before logging into the OpenWorX Administrator, make sure that the OWXAdmin service runs.

9.4.

HOW TO SAVE TRACES WHEN A PROBLEM OCCURS

If you have a problem that occurs randomly and you would like the operator to save the traces when it occurs, use the SaveTraces tool. This tool is installed together with the SV60E application. You can find the tool (SaveTraces.exe) in the folder C:\Program Files\Philips\ssv60. Our advice is to make a shortcut to this tool on the desktop of the SV60E client operator. When you run this tool, it makes a backup of the traces. When it is finished you see following message:

Figure 9-1 SaveTraces You can find the trace files in the folder:

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C:\Philips\Diagnostic Files\SSV60\CallHand\SavedTraces\130707-010557 In this folder, which has a date stamp, you will find the files: EventException.txt and Trace.txt. If the SV60E is installed on the OWX server, you also have: OAI.log. If not and it is requested, then you must copy it from the OpenWorX server. Note: You must activate the traces, because this tool only makes a backup of the files and does not start the tracing.

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A.

PhoneWare DATABASE DISTRIBUTION WITHOUT A LAN

When you have more than one SV60E but they are not connected to each other via a Local Area Network, it is possible to distribute the directory database via a modem. This configuration requires the following components: An application for scheduling the directory updates to the slaves. Modem for each SV60E. pcANYWHERE on each SV60E.

This section assumes that pcANYWHERE (release 8.0 at the moment that this is written) software and the modems are installed and configured. On the master workstation: 1. Start pcANYWHERE and select Remote Control. 2. Perform 'Add Remote Control Item' for each slave. A wizard starts. On the first page, enter the slave name. On the second page, enter the telephone number of the slave's modem. On the third page, clear the option check box. 3. For all new control items: Select the new item and press the right mouse button. Select Properties, the correct modem and press Details. Select the Connection tab and set 'cancel the call if not connected...' to 60 seconds. Select the Setting tab, check the telephone number of the slave's modem and enter the user and password information for logging in on the slave. Select Automatic Tasks tab: Select the 'Run upon connection' check box. Select AutoXfer and select Properties. Select the Contents tab, press Add and select Sync. Specify source (local) and destination (host) file. For example both c:\shared\data\master.pb Select the Options tab and select the 'End session when finished' check box. 4. Close pcANYWHERE. 5. Use scheduling application to run the new made items regularly. For example every day at midnight. The items can be found in the data directory of pcANYWHERE. Specify at least ten minutes between scheduling the control items.

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On all other workstations (the slaves): 1. 2. 3. 4. 5. Start pcANYWHERE and select 'Be A Host PC'. Select Modem, press the right mouse button and select Properties. Select the Settings tab and select 'Launch with Windows'. Close pcANYWHERE. Restart the workstation.

After start up, pcANYWHERE will stay minimized in the Microsoft Windows Taskbar. Note: Be sure that on the slave, SV60E is not running when the Master dials in.

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B.

CONVERTING DIRECTORY DATABASE FILES

Normally directory files will be converted during installing. If for some reason you want to do this afterwards, here are some procedures you may have to follow. It can be convenient to copy an empty database (master.pb) in another folder because the SV60E has no command to clear the database. edf files into ssv60.mdb Bulk files from the SOPHO-SystemManager or SuperVisor 50E/55 can be converted into a SV60 directory file. ssv60.mdb into csv files A SV60 directory file can be converted into three comma separated value (csv) files. csv files into master.pb Comma separated value files into a SV60E phonebook.

Converting edf files into ssv60.mdb See also appendix D . "COPYING (*.EDF) BULK FILES". 1. 2. 3. 4. 5. 6. 7. Double click the convssv.exe tool, which can be found in the ssv60 folder. Click OK. Enter the location of the edf files. Select the required database. Click the Start Import button. Repeat this for each required database. Click Exit.

Converting ssv60.mdb into csv files For SV60E release 2.2 or higher, you can begin with step 5. 1. 2. 3. 4. 5. 6. 7. 8. 9. Go to the Microsoft Windows control panel. Double click the Regional Settings icon. Select the Number tab. Check that the List separator is set to "," (comma). Double click the DBExport.exe tool, which can be found in the ssv60 folder. Click OK. Change the output directory into "C:\Shared\Data". Click the Export button. Click Exit.

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Converting csv files into master.pb Click the CSV Import tool, which can be found in the PhoneWare menu of the Microsoft Windows Start menu. Now the files are automatically converted into a SV60E phonebook. This may take several minutes. See also 8.4.3. "Importing CSV Database Files (NOT for MSDE)" and the CSV Import tool's on-line help.

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C.
C.1.

SV60E IN COMBINATION WITH THE 'OLD' SOPHO SystemManager


DATABASE DISTRIBUTION

If you want to make use of the existing database of the SOPHO SystemManager (or SSV50E or SSV55 ), you can connect one SV60E to the existing master system. The connection is made over the V.24 port (with or without LAM) or over the ISDN card. The SV60E can also be part of a LAN with other SV60E systems in a file sharing or master/slave configuration. The SV60E that is connected to the existing master system must also be the master in the LAN. Note that in this situation all directory updates must be done on the existing master system. The SV60E(s) can only receive database updates. The databases of the SV60E and an existing master system are not compatible. With batch files and a scheduling application, you can automatically start conversion tools on the SV60E. The tool "dbexport" converts the database (changes) of the existing master system into "comma separated files". The tool "import" imports the comma separated files into a PhoneWare database. How to set up directory distribution 1. Use the Directory Agent to fill in details of the connection. 2. Download the database (SSV60.mdb). See the Directory Agent's on-line help for the procedure "How to download a complete database". 3. Create a batch file named "dbexport.bat". When you use the default locations, this file contains the following lines:
cd "\program files\philips\ssv60" dbexport /silent exit

4. Create a batch file named "dbimport.bat". When you use the default locations, this file contains the following lines:
copy c:"\program files\philips\ssv60\*.csv" c:\shared\data cd c:\shared\data import exit

5. Configure the scheduling application in such a way that on a regular base, first dbexport.bat is executed and 15 minutes to half an hour later (depending on the file size) dbimport.bat.

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C.2.

THE DIRECTORY AGENT

The Directory Agent is an add-on module, completely independent from the Operator Directory application. It enables a SV60E to be connected to: SOPHO SystemManager release 2.4.3 and higher; SOPHO-SuperVisor 50E release 3.13A and higher; SOPHO SuperVisor 55 release 4.01 and higher.

The Directory Agent enables a SV60E to act as any other SuperVisor (50E/55) Slave system, with the exception that a SV60E only receives database updates but is not able to initiate them. In Directory Distribution terms, a SV60E will never act as a Master system, only as a Slave system. Also, the Directory Agent does not update the SV60E network directory. The network directory, intended for internal numbers longer than six digits, is SV60E specific and thus unknown to a SystemManager or SuperVisor 55/50E Master system. In the Windows Start menu you find a menu option for the Directory Agent. When you start it, you can see the Directory Agent's tray icon at the far right of the Windows taskbar. It runs in the background and is normally invisible. Before the first logon to the master system, you need to enter configuration settings. After double clicking the tray icon the Directory Agent shows dialog boxes to view and set the following (static) configuration settings: Connection Type and settings of the connection to the master system: switched, hot line, direct (to COM 1 or 2) or a LAM connection. Retry settings (max no. of and time between). During the first logon session the slave gets its slave number from the master. If you reset the slave number, the next time that a connection is made to the master a first logon session will be performed. The date, time, and sequence number of the last update received from the Master. If you suspect that a slave has not had the latest directory updates, you can press (one of) the reset buttons. Now the next time a connection is made to the master system, the requested database(s) will be completely downloaded. This option should not normally be required, if the network is working correctly. The statistics of the master/slave sessions. You can select the type of information that you want to be displayed in the Directory Agent's monitor window. The language in which the Directory Agent communicates.

Logon

Time Stamps

Status Reporting General

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Lengths

You can change the maximum number of characters that is allowed per "other information" field in the internal, external and guest name directories. You must ensure that the same lengths are defined for all other workstations and the master system.

See the Directory Agent's help text for more information.

C.3.

CONNECTION VIA THE ISDN CARD (SWITCHED CONNECTION)

Because directory updates go via the same S0-bus as call handling, directory updates are only received when the SV60E program is closed. For this connection, the master requires a SOPHO-LAM P375. The speed must be at least 9600 Baud. The following Compatibility Values have to be created:
(1)CRCVAL:<CV-1>,D,110111000000,140,001108000011,000000; (2)CRCVAL:<CV-2>,D,100011000000,140,000108000011,000000; (3)CRCVAL:<CV-3>,D,000011000000,140,000008000011,000000;

Where (1) represents the CV of the Supervisors telephone set, (2) the master's incoming LAM and (3) the master's outgoing LAM. Note: The IBSC of the master's outgoing LAM must be 19. With this configuration the telephone set can not be used for voice when the SV60E program is closed (night condition). To be able to give the telephone set a Compatibility Value, it must have 96 as Basic Service Profile Type (BSPT).

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Call handling connection Database handling connection Database information

ISPBX DTX-I

S0

ISDN

SuperVisor 60E (Slave) Database

SystemManager (Master) Database

1 2 3 LAM P375

Telephone set

Figure C-1 Connection via the ISDN card and switched

C.4.

CONNECTION VIA A COM PORT

For this connection the SV60E requires no additional hardware apart from the ISDN card that is delivered with it and cables to connect the SV60E to the SystemManager. The maximum length of cable for a COM port connection depends on the data transfer speed.

C.5.

CONNECTION VIA A LAM

Directory distribution from SSM to SV60E is possible over the V.24 port with or without a Line Adapter Module (LAM). A LAM is used if the workstations are to be placed too far apart for the COM port connection. For this connection, the SV60E requires a SOPHO-LAM P375 or LAM 308. In the ISPBX a hot line has to be programmed. Example: you wish to program a LAM (DNR: 1023) connected to a SV60E and a LAM (DNR: 1046, 1047) connected to a dial-in and dial-out port of the SOPHO SystemManager. The following Compatibility Values have to be created:
(1)CRCVAL:<CV-1>,D,110111000000,100,001108000000,000000; (2)CRCVAL:<CV-2>,D,100011000000,100,000108000000,000000;

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(3)CRCVAL:<CV-3>,D,000011000000,100,000008000000,000000;

Change Compatibility Value Connection Allowance (1 may call 2 and 3 may call 1):
CHCVCA:<CV-1>,<CV-2>,3; CHCVCA:<CV-3>,<CV-1>,3;

Change DNR Service Capabilities: CHDNRS:1023,0,96; CHDNRS:1046,0,96;CHDNRS:1047,0,96; Change Analysis Group and Compatibility Value: CHAGCV:1023,0,<CV1>;CHAGCV:1046,0,<CV-2>;CHAGCV:1047,0,<CV-3>;

Request Download to the LAMs: DOWNLD:1046&1047&1023; Assign a hot line: CHHOTL:1023,1046,0,0,1; Note: CVs 2 and 3 are for a UNIX SOPHO SystemManager. CVs for a CDOS SOPHO SystemManager are different. Make sure that the different profiles (route/BSPT combinations) are set to avoid rerouting to the operator. See Facility Implementation Manual.
Call handling connection Database handling connection Database information ISPBX DTX-I

S0

ISDN

SuperVisor 60E (Slave) Database

SystemManager (Master) Database

Telephone set 2 3 LAMs LAM 1

Figure C-2 Connection via a LAM

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C.6.

LAM INSTALLATION FOR DIRECTORY DISTRIBUTION

1. Connect the LAM to the ISPBX and to the COM port connector of the system cabinet, or J1 and/or J2 of the multi-port card cable. See the SOPHO LAM P375 or LAM 308 Customer Engineer Manual for details of the LAM connection. Refer to the ISPBX documentation for other LAM installation details. 2. Select the required TEI on the LAM. 3. Program the LAM parameters according to the table Table C-1 "LAM 308 Parameters" or Table C-2 "SOPHO-LAM P375 Parameters". Refer to the SOPHO SystemManager Customer Engineer Manuals for other LAM programming details. Use the command 4. Change analysis group and CV of BSP-ID so that the SV60E is allowed to call the LAM (CHAGCV). 5. Change CV pair connection allowance relation. Once to allow the SV60E to call the master and once to allow the master to call the SV60E (CHCVCA). 6. Display and if necessary change BSP service capabilities (DIDNRS / CHDNRS:<BSP-ID>,0,96;) For ISPBXs supporting ISDN protocols you need to assign the following to the LAM ports: - An Internal Basic Service Category (IBSC) of 0, "64kbps unrestricted". - A Basic Service Profile Type (BSPT) of 96, "data/possibly data". Use the command CHDNRS: <LAM DNR>,0,96; 7. Ensure that the LAM is defined as being in-service (DISERV). 8. Request a download of LAM parameters (DOWNLD). 9. Assign a hot line from the slave's LAM to the master's (incoming) LAM (CHHOTL). Note for the following tables: When defining the parameters, be aware of the fact that for "CT108 as request" the answer "yes" is defined by projecting a "0" and "no" by projecting a "1". For all other parameters "yes" is represented by a "1" and "no" by a "0".
CRCVAL:<CV>,D,<V24-CIRCUITS>,<SPEED+MODE>,<MISCELLANEOUS>,000000;

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Byte oriented protocol Rate adaptation options CT108 assumed continuously on CT105 used as call request CT103 initiates a call request CT107 as call clear indication Automatic answer CT105 connected to CT109 CT109 enables CT106 CT105 assumed continuously on Break sequence initiates call clear Dataguarding active Dataguarding on incoming call active Interface according to V.25 bis Data activity check time in minutes Incoming dataguarding time in seconds Synchronous transmission Conversation mode Transmission speed Word length Parity Number of stopbits Echo characters Transmit unknown address Convert to upper case Direct call (hot line) Display calling number Byte oriented protocol Rate adaption options Terminal adaption function Rate adaption method Table C-1 LAM 308 Parameters

0 (No) 0 (No options) Yes No Yes Yes Yes No No No No No No No 0 0 No 1 (Full duplex) 19 (2400 bps) 8 No parity S (1 stopbit) No No Yes Yes No 0 (No) 0 (No options) 0 (X.30 TA) 0 (DRA)

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SOPHO-LAM P375 PARAMETERS CT108 as request: CT108 assumed on: CT105 as request: CT103 as request: CT107 as clear: CT107 assumed on: Auto answer: Connect CT105&109: CT109 enables 106: Connect CT105&106: CT105 assumed on: Dataguarding: Incoming guarding: Break call clear: Autobaud detect: Autoparity detect: Flow control: Dataguard (minutes): Incoming guard (seconds): Xon character: Xoff character: Transmission: Conversation mode: Speed: Character format: -Bits/char.: -Parity: -Stopbits: Rate adaptation: Rate adaptation options: -Flow control: -NIC: Echo characters: No Yes No Yes Yes No* Yes No No No* No No No No No* No* CT106 0 0 017 019 Asynchronous Full duplex 2400 bps 8 No parity 1 Proprietary No No No

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SOPHO-LAM P375 PARAMETERS Upper case: Calling number: Dialling protocol: Direct call (hot-line): Logoff: Transmit unknown address Byte oriented protocol Terminal adaption function Table C-2 SOPHO-LAM P375 Parameters Parameters marked with a *, can not be downloaded via compatibility value. They can only be set manually on the SOPHO-LAM. Yes No Keypad Yes No logoff string 0 (No) 0 (No) 0 (No)

C.7.

CABLE LAYOUTS
25-pin CANNON connector (female) SSV60
GND RXD TXD RTS CTS DCD DSR GND RXD TXD CTS DCD DTR DSR RI 7 3 2 5 8 20 6 22

Terminal Adapter Side 25 Pin CANNON Connector (male) SSM


7 3 2 4 5 8 6

Figure C-3 Back to Back Cable from SOPHO SystemManager (UNIX) to SOPHO SuperVisor 60.

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25-pin CANNON connector (female) SSM


7 3 2 5 4 8 20 6 22 GND RXD TXD CTS RTS DCD DTR DSR RI GND RXD TXD CTS RTS DCD DTR DSR RI

25-pin CANNON connector (female) SSV60


7 3 2 5 4 8 20 6 22

Figure C-4 Back to Back Cable from SOPHO SystemManager (C-DOS) to SOPHO SuperVisor 60. (Null Modem Cable).

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LAM
1

COM port

YW GN 1 6 2 7 3 8 4 9 5 GR BL GN PK YW RD BR BLK WT PK -

2 3 4 5 6 7 20 8 22

14

RD -

Seen from wiring side

BL

WT BR GY BLK -

25 13

9-pin connector female


1 2 3 4 5 6 7 8 9 GR GN YW BR WT BL PK RD BLK 109 104 103 102 107 105 106 125 - DCD - RXD - TXD - GND - DSR - RTS - CTS - RI GR GN YW BR WT BL PK RD BLK

25-pin connector female


8 3 2 20 7 6 4 5 22

108/2 - DTR

Figure C-5 COM Port SOPHO SuperVisor 60 to SOPHO LAM.

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D.

COPYING (*.EDF) BULK FILES

You can import database files from the SOPHO SystemManager (SSM) or SuperVisor 55/50E. 1. Select the option "Dump Database in Bulk Files" in the Database Backup/Transfer Menu. Follow instructions on the screen. 2. You will be asked for a separator. Enter a circumflex ( ^ ) 3. Copy the files to floppy disk. 4. Count and write down the extra information field lengths of the internal, external and guest name directories. You can find them in the edf files. The "extra information" field in the internal, external and guest directories can be customized to any format. The "extra information" field in an edf file is a single string of characters (without separators). When this string is displayed, it is split over a number of lines on the screen. In the standard package the "extra information" strings are split into "address", "home telephone" and "other information" for the internal directory, "address" and "other information" for the external directory and "address" and "other information" for the guest directory. Example: In nbulkint.edf (the internal name directory) the fifth field is divided into extra information fields. The field lengths in question are given in brackets:
32 High Street Warmington Home address (2x20) Post code (8) Home telephone (10) Fax number (6) This will result in the following extended view screen layout: Address 32 High Street Warmington WG12 6TG 0945880712 601382 G482LMA Car registration (7) WG12 6TG 0945880712 601382 G482LMA

Home telephone Other info

You can also find the extra information fields on the correct screen (on the SSM or SuperVisor 55 or 50E) of each name directory. After you have imported the files, you can enlarge the extra fields on the SV60. Note that after that, the files cannot be used by the SSM or SSV55/50E anymore. 5. Exit the SV60 (if it was running). 6. Insert the disk in the SV60 system. 7. Double click the conversion tool CONVSSV.EXE which is located in the same directory as the SV60 files (C:\Program Files\Philips\Ssv60). You will be asked for the location of the files (A:\). You will be asked for the extra field lengths that you wrote down.

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8. Start the SV60 and go to the directory module to check the databases. You will see the "new" databases. The files should be in the following format: Hierarch.edf Name (64), Individual account Y/N (1), Level (1), Hierarchy (6) If the level field is 0 then the record will be considered a company record, indicating the company name. If the level field is not 1, 2, 3 or 4 then the record will not be imported. If there is no reference to a hierarchical level (like for a headquarter) then the field will contain 000000. Extbulk.edf Extension no. (6), Location (10), Individual account Y/N (1), Hierank (8) Nbulkint.edf Name (29), Extension no. (6), 2nd Extension no. (16), Branch (15), Other information (71) Nbulkext.edf Name (29), Extension no. (20), 2nd Extension no. (20), Other information (78) Namebulk.edf Name (29), Extension no. (6), Other information (83), Language (2), Nationality (2), Check-out date DDMMYY (6), Check-in date DDMMYY (6) VIP status (1) Msgbulk.edf Name (29), Extension no. (6), Date DD MM YY (8), Time HH MM (5), Contents (50) The SSM or SSV55/50E export messages per line of 50 characters with a maximum of ten lines. The SV60 uses one record. Therefore the SSM or SSV55/50E message "parts" must succeed each other in order to create a complete SV60 message. Note: Only mandatory fields and fields that comply with the SV60 format are imported. Redundant fields will be ignored (individual account, check-in and check-out fields). The extension field is only six characters in spite of the 20 that the SV60 allows. The language field is only two characters in spite of the ten that the SV60 allows. The VIP field is only two characters in spite of the ten that the SV60 allows. The nationality field is only one character in spite of the ten that the SV60 allows. The SV60 allows other information fields of 410 characters. The fields must not be between quotes ("). Always a log file is created of the import and its result (imp-edf.log)

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E.

INSTALLING MSDE FOR SQL DATABASE USAGE

With Microsoft SQL Server Desktop Engine (MSDE) you use the SQL database BTS_DIR as the Operator Directory instead of the Jet database (master.pb). All installations and configurations must be run as Administrator user. Installing MSDE from SV60E CD (preferred) WARNING: IF THERE IS AN SQL SERVER PRESENT IN THE NETWORK, THAT SQL SERVER MAY BE USED TO CREATE AN OPERATOR DIRECTORY. IN THAT CASE, THERE IS NO NEED TO INSTALL MSDE AND JUST GO TO "INSTALLING AN EMPTY OPERATOR DIRECTORY (MSDE OR SQL SERVER)" BELOW. 1. Insert the SuperVisor 60E CD-ROM. 2. Select 'MSDE2000 SP3' from the Products list and press Install. This will install MSDE with an empty password for 'sa'. Note: Having no password for sa can be hazardous. See 'How to change a blank sa password' at the end of this appendix. 3. Wait until the installation has finished. 4. Restart the PC. If MSDE is already installed from OpenWorX (alternative) If MSDE is already installed from OpenWorX, use the following procedures but substitute login name: openworxdb and password: openworxdb Installing an empty Operator Directory (MSDE or SQL Server) This procedure installs an empty Operator Directory with the schema 2-3-0. 1. Insert the SuperVisor 60E CD-ROM. 2. Select 'SQL Scheme' from the Products list and press Install. 3. The welcome screen is shown with title: 'Sigma PhoneWare Directory Server Installation'. Press Next. 4. Take the default data file directory and press Next. 5. Take the default destination directory and press Next. 6. Take the default SQL data directory and press Next. 7. Enter the correct Database Name (default: BTS_DIR) and press Next. 8. Enter the correct SQL Server Name (default: [machine name]) and press Next. 9. Enter the username (default: sa) and press Next.

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10. Enter the sa password (default: empty for sa if you just installed MSDE) and press Next. Note: Having no password for sa can be hazardous. See 'How to change a blank sa password' at the end of this appendix. 11. Choose the appropriate sort order and press OK. 12. Setup starts now. After the setup is completed, press Finish. In the file C:\BTS\PhoneWare\WORK\KAA\load230.log details of possible errors can be found. Create a System Data Source Name (System DSN) 1. Access the Data Sources (ODBC) icon in Administrative Tools from the control panel to setup a System Data Source. 2. Select the tab System DSN. 3. Press the Add button. 4. Select SQL Server from the list and press Finish. 5. In the Name field, fill in BTS_DIR. 6. In the Server field, fill in [machine name of SQL Server] and press Next. 7. Select the SQL Server authentication (not the Windows authentication). 8. Select the check box "Connect to SQL Server...". 9. Give the Login ID and Password (default sa and sa) and press Next. 10. Press Next. 11. Press Finish. 12. Press "Test Data Source" button. You should get the message: TEST COMPLETED SUCCESSFULLY! 13. Press OK to finish. 14. Press OK to close the application. Installing SSV60E 1. Install the SSV60E application. See chapter 7. "INSTALLING THE SOPHO SuperVisor model 60E". 2. When the Phonebook of the Operator must be selected, select SQL. 3. Give as Data Source Name: BTS_DIR. 4. Give as Database: BTS_DIR. 5. When opening the database the username sa must be given and the password is left empty. How to change a blank SA password with command line tool 1. Open a DOS box. 2. Go to C:\Program Files\Microsoft SQL Server\80\Tools\Binn . In this directory you should find osql.exe

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3. type: osql -U sa -Q "sp_password NULL, 'newpassword' " Where <newpassword> is the password that you want to use for sa. You must use the capital letters as described in the command. Note that this line only works when there was a blank password. When a password is asked, leave it blank and press enter. 4. You can test your sa account by typing: osql -U sa You will be asked for a password, leave it blank and press enter. If you are logged in, give exit to leave the application. You should use the command line above again, because setting the password failed. Your next login to the sql server via "osql -U sa" should only work with the new password.

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F.

TOOL FOR THE SuperVisor 60E Express

The SuperVisor 60E Express has a limit of 500 Phonebook (Operator Directory) entries. When this limit is reached, the SuperVisor 60E Express stops working. To avoid this situation, an additional tool can be installed. The tooling is based on a Phonebook running on SQL or MSDE.

PROCEDURE: To Warn Users if the Phonebook has more than 500 Entries
The tool described below limits the capacity of the Phonebook to 500 entries for systems running the SuperVisor 60E Express. A user is informed with the text "MAX NR OF RECORDS (500) HAS BEEN REACHED" in each new record when the limit of 500 entries is reached in the Phonebook. So, if a user adds new entries in the Phonebook after reaching the limit, this text is shown. You must delete these entries (using the Phonebook Manager) before you can use the SuperVisor 60E Express again. Actions To implement the solution, take the following steps: 1. Copy the files create.bat and SSV60E_RecordCount.sql from the folder "SSV60E User Limitation" of the CD-ROM to a temp directory on the PC of the SQL Server. 2. Edit create.bat file using Notepad and adjust the SQLUSERNAME (default sa) and SQLPASSWORD (default Philips) according to your SQL Server settings. 3. Run create.bat on the SQL Server PC. Additional Information If you use a different database name for the Phonebook than the standard name BTS_DIR, you must modify the file SSV60E_RecordCount.sql and change the USE BTS_DIR statement: 1. Open the file SSV60E_RecordCount.sql using Notepad and look at the statement USE BTS_DIR. 2. Change the USE statement to contain your database name. Example: suppose that your Phonebook is called BTS, then change it to USE BTS. 3. Now execute the steps above (under "Actions).

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G.

BUSY LAMP FIELDS IN MIXED NETWORKS

In mixed networks of iS3000 and 2000IPS (or SV7000) the SV60E must always be connected to the iS3000 via and ISDN link. Calls to and from the operator are always routed via the iS3000. However its possible to obtain the Busy Lamp Field information of the 2000IPS (or SV7000). This special configuration requires the OpenWorX platform and Business Att. Server with requirements: The SV60E operator is connected to the iS3000; No calls should be routed by the 2000IPS/SV7000 to Business Att. Server; The 2000IPS/SV7000 should route call failures and calls to the operator via CCIS towards the iS3000; The OpenWorX Business Att. Server should have a separate OAI connections to all PBX; Per 2000IPS or SV7000 a license is required; The OpenWorX extension database should be filled in.

Follow the instructions in the following two sections to configure the SV60E installation for mixed BLF in mixed networks.

G.1.

Convert SV60E for mixed networks

The SV60E installation for iS3000 does not install the option to connect to the OpenWorX Business Att. server. So if you migrate from iS3000 only to mixed network, you must reinstall the SV60E. When you do a new installation, always select the platform SOPHO 2000 IPS/ SV7000.

PROCEDURE: HOW TO CONVERT A SUPERVISOR 60E TO MIXED MODE


1. Make sure that you have access to a PC containing the OpenWorX platform and the Business Att. Server. 2. Reinstall the SuperVisor and choose as platform SOPHO 2000 IPS/SV7000:

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3. Fill in the PC name of the OpenWorX platform (see step 1):

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4. During reinstallation of the modules, choose "use the existing data files":

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5. After reboot, do the following: - Set Register Value:


HKEY_LOCAL_MACHINE\SOFTWARE\Philips\SSV60\CurrentVersion\CallHan dling\System Info\Destination Type to 2.

Note: Destination Type = 0 is iS3000; Destination Type = 1 is 2000 IPS / SV7000; Destination Type = 2 is Mixed mode Rename Register Key:
HKEY_LOCAL_MACHINE\SOFTWARE\Philips\SSV60\CurrentVersion\CallHan dling\System Info\Destinations\Destination1

To:
HKEY_LOCAL_MACHINE\SOFTWARE\Philips\SSV60\CurrentVersion\CallHandli ng\System Info\Destinations\Destination2

6. Project the 2000 IPS according to this SOPHO SuperVisor 60E Customer Engineer Manual.

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G.2.

Mixed network Busy Lamp Field configuration

Figure G-1 BLF information in mixed networks goes via the OAI link to the SV60E, incoming calls are always handled via the ISDN link of the is3000 In a iS3000/2000IPS (or SV7000) mixed network situation calls for the SV60E are routed via the ISDN connection of the iS3000. For instance if someone dials a 9 to call the operator from a 2000IPS telephone set the call is routed via CCIS to iS3000 and then via ISDN to the SV60E telephone set if the operator answers this call. Busy Lamp Field information about the 2000IPS or SV7000 telephones is routed via the OAI link to the Business Attendant Server. In a native2000IPS (or SV7000) configuration for SV60E the calls to the supervisor are routed via OAI monitored numbers. In the mixed situation this routing must not be configured, since there is no SV60E connected to the 2000IPS (or SV7000). However the Business Att. Server

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does not become operational unless the OAI monitored numbers are defined and a supervisor telephone set is configured. To be able to get the OAI link up and running you therefore create dummy OAI monitored numbers on the 2000IPS (or SV7000) and a dummy supervisor telephone. Remember, do not route calls using the 51xx commands (or AFCO for SV7000). The OAI link will monitor these dummy numbers, there wont be any traffic at all, but it will also receive the BLF information from all other station numbers. Configure the following 5 dummy OAI monitored numbers: INCOMMING CALLS HOLD VACANT PRIORITY PAGING

Furthermore a dummy SV60E station number must be programmed. See chapter 6. "ISPBX PROJECTING" for the details on how to program these dummy numbers, the syntax is the same as for a single 2000IPS (or SV7000). WARNING: USE VIRTUAL NUMBERS FROM THE RANGE OF THE 2000IPS (OR SV7000) AS DUMMY NUMBERS. I.E. DO NOT USE 9 AS DUMMY FOR INCOMING CALLS IF THAT NUMBER IS USED AS OPERATOR ACCESS NUMBER IN THE IS3000, ANY OTHER NUMBER CAN BE USED.

PROCEDURE: How to receive BLF information in a mixed network.


Preconditions OpenWorX Enterprise Application environment license is required. MSDE is expected to be sufficient to support the Busy Lamp Fields. OpenworX Server should be running W2k server or W2k3 server.

Note: If you only have 1 operator and 2000IPS you can also use the Small office environment and Windows XP as server.

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Actions Install OWX & Business Att. Server 4.2.0 or higher Install the SV60E 3.2.0 or higher ( 2000IPS/SV7000 ) Project the iS3000 described in 6.1. "PROJECTING A SOPHO iS3000" Project the 2000IPS OAI connection as in 6.2. "PROJECTING A SOPHO 2000 IPS". The monitored numbers are dummies to be used without routing calls to them. So do not use the DDI-fail 51xx commands in the 2000IPS. Also the fallback scenario can be skipped. 5. Project the SV7000 OAI connection as in 6.4. "PROJECTING AN SV7000". The monitored numbers are dummies to be used without routing calls to them. So do not program the DDI-fail AFCO commands. Also the fallback scenario can be skipped. 6. Follow the instructions in appendix: G.1. "Convert SV60E for mixed networks" to configure the SV60E client PCs. 7. To finish the OpenWorX 4/ Business Att. Server configuration: - Open the folder OpenWorX Platform. Select PBX Configurations. Select the appropriate PBX and press the Modify button. In the Reserve drop down list, select Monitored Number. Add all the numbers to be monitored for BLF information. Close all folders. - Open the folder Machines. Open the folder with the name of the OpenWorX PC. Open the folder Applications. Open the folder Business Att. Server. Select HomePBX. Define the list of dummy OAI monitored numbers. - Define prime and subline numbers in PBX for the SSV60E('s). The hardware telephones do not need to be connected. In the folder Business Att Server, select Workstations. Add all the names of the PCs running SV60E and their prime line and sub line number. - In the folder Business Att Server, select the Accounts page. Create accounts for the 2000IPS/SV7000 without monitored number, but with the same user name and password as already used by the SSV60E in the iS3000 environment. - Finally define the BLF numbers in the sysadmin of the SSV60E. WARNING: NOTE THAT THE START-UP TIME OF THE SSV60E INCREASES, BECAUSE ON ALL BLF NUMBERS A MONITOR IS STARTED. THIS CAN BE MINUTES IN CASE OF 600 MONITORED BLF NUMBERS. IT CAN BE USEFUL TO LEARN THE CUSTOMER TO LOGOUT INSTEAD OF EXIT THE SSV60E. 1. 2. 3. 4.

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H.

QUEUE MAPPING FOR THE 2000 IPS / SV7000

In the current release (3.2.0 or higher ), all special cases are mapped to the same queue: the C-queue. This was done to make the Call Handling of the SuperVisor 60E for the 2000 IPS more like the Call Handling for the iS3000. The queue mapping is default and contained in the QueueMapping.reg file. The queue mapping can be changed by a Customer Engineer. For reference, the contents of the QueueMapping.reg file is shown below:
Windows Registry Editor Version 5.00 In this registry file you can change the queue mapping of the 2000IPS / SV7000 to the SSV60 queues. The left column represents the 2000IPS/ SV7000 queues, the right column represents the SSV60 queues.If you want to change the queue mapping, change the value of the right column. Possible values are: U1, U2, U3, U4 and C Please do not change the left column values !! Note: The first line in this file must not be changed or removed. Windows will not accept this file as valid registry file anymore. [HKEY_LOCAL_MACHINE\SOFTWARE\Philips\SSV60\CurrentVersion\CallHandling \System Info\QueueMap] "STATIONTRANSFER" = "C"

"ATTENDANTTRANSFER" = "C" "CAMPTIMEOUT" "NANSTIMEOUT" "PARKTIMEOUT" "PAGED" "VACANT" "PRIORITY" = "C" = "C" = "C" = "C" = "C" = "C"

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I.
I.1.

OpenWorX TIPS AND TRICKS


How to Import existing station numbers into OpenWorX

In this appendix you find some general tips and tricks for OpenWorX.

The customer may have one or more PBXs with stations assigned at the time OpenWorX is installed and to be used. The procedure below describes how you can import existing station numbers into OpenWorX. 1. Press F10 key in MOC (MATWorX) to open a log session. 2. Type command 14>00000> followed by F8 key and press F4 key repeatedly to display all the numbers. 3. Press F10 key to close the log file. 4. Open this log file with Notepad. 5. Delete all information that is not a station number, like F, - and empty lines. The result must be a list of LENs and Station numbers separated by a :. Save this as a new file with file extension .txt. Example:
00008:208 00009:209 00010:210 00011:211 00012:212 00013:213 00014:214 00015:215

6. Open the new file in Excel to separate the LENs from the station numbers. 7. Replace the LEN numbers by the PbxID. Add a header row with PbxID for the PbxID and Extension for the station numbers. 8. Save this file as text file, TAB delimited with file extension .dat. Example:
PbxID Extension 1 208 1 209 1 210 1 211 1 212 1 213 1 214 1 215

9. Start the OpenWorX Database Import in the OpenworX Runtime Platform.

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10. Select the .dat file from step 8 as Import File and choose Tab as Field Delimiter. 11. Select Extensions as Import Type. 12. Press Bind All to Bind Extension from the Imported Fields list with Extension from the Database Fields list and PbxID from the Imported Fields list with PbxID from the Database Fields list. 13. Execute the Import by pressing the Import Data button.

I.2.

How to backup the OpenWorX Database

Computers may crash. So, for safety, make a regular backup of OpenWorX Database. Use the OpenWorX Backup Assistant for making a regular backup of the OpenWorX Database. For more information, see the OpenWorX System Manual.

I.3.

How to backup an OpenWorX server

Computers can crash. So, for safety, make a backup of OpenWorX server (regularly). 1. Using Ghost, make a backup Image of the OpenWorX server. 2. Copy this Image to a safe place: an additional hard disk or DVD or CD-ROM.

I.4.

Recovering from a Power Failure

After recovery from a Power Failure you would like the OpenWorX server to startup automatically. This depends on the BIOS setting of the computer type. Basically, it is related to a power on option: return to the last state. This means that after the power has returned, the OpenWorX and Business Att. Server services startup and the SuperVisor 60E application can login again. An example is given for a DELL PowerEdge 700 (PE700) PC: 1. 2. 3. 4. Restart the PC and press F2 to enter the BIOS setup. Select System Security and AC Power Recovery. Choose Last. Save the settings and restart the PC.

Another example is given for a COMPAQ PC: 1. 2. 3. 4. Restart the PC and press F10 to enter the BIOS setup. Select Advanced, Power-On Options and After Power Loss. Choose On. Save the settings and restart the PC.

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