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Technical Manual
Version 3.0
Application Server Technical Manual
Xarios Ltd.
1 Contents
1
2
CONTENTS .................................................................................................................................. 2
INTRODUCTION .......................................................................................................................... 4
2.1
3
3.1
3.2
3.3
3.4
3.5
3.6
3.7
4
FEATURES....................................................................................................................... 4
REQUIREMENTS.......................................................................................................................... 5
TARGET PC REQUIREMENTS .............................................................................................. 5
TARGET PC REQUIREMENTS - CAMPAIGN MANAGER ............................................................. 5
VMWARE READY ............................................................................................................ 5
MITEL MCD REQUIREMENTS ............................................................................................ 5
MITEL 5000 REQUIREMENTS ............................................................................................ 6
FEATURE REQUIREMENTS.................................................................................................. 6
SOFTWARE LIMITATIONS ................................................................................................... 6
INSTALLATION ............................................................................................................................ 7
4.1 LICENSING .................................................................................................................... 11
4.1.1
Mitel 5000 .......................................................................................................... 11
4.1.2
Mitel MCD .......................................................................................................... 11
4.1.3
License Validation .............................................................................................. 11
4.1.4
Registering a Software license ........................................................................... 13
4.1.5
Hardware USB Dongle Licensing ........................................................................ 15
4.2 INITIAL CONFIGURATION ................................................................................................. 17
4.2.1
Database Connection ......................................................................................... 17
4.2.2
Migrating Version 1.x Database ........................................................................ 18
4.2.3
Website Connection ........................................................................................... 19
4.2.4
Telephone System Connection ........................................................................... 21
4.2.5
Starting the Application Server Service .............................................................. 22
5
SERVER CONFIGURATION ......................................................................................................... 23
5.1 SYSTEMS ...................................................................................................................... 23
5.1.1
Settings .............................................................................................................. 23
5.2 SMTP CONFIGURATION ................................................................................................. 29
5.2.1
Configuration ..................................................................................................... 30
5.2.2
Email Groups ...................................................................................................... 31
5.3 SUPPORT...................................................................................................................... 31
5.3.1
Logging Tab ....................................................................................................... 31
5.3.2
Dealer Tab .......................................................................................................... 32
6
CLIENT OPTIONS ....................................................................................................................... 33
6.1.1
Settings Tab ....................................................................................................... 33
6.1.2
Dial Patterns ...................................................................................................... 36
6.1.3
Directory ............................................................................................................ 38
6.2 CONFIGURATION FILES .................................................................................................... 42
6.3 CONTACTS .................................................................................................................... 43
6.3.1
Contacts database ............................................................................................. 44
6.3.2
DDI Mapping ...................................................................................................... 48
6.3.3
CLI Mapping ....................................................................................................... 49
7
ADVANCED FEATURES .............................................................................................................. 51
7.1 ALARMS ....................................................................................................................... 51
7.2 AUTO ANSWER ............................................................................................................. 52
7.3 CALL RECORDER ............................................................................................................ 53
7.4 CAMPAIGN MANAGER .................................................................................................... 54
7.4.1
Settings .............................................................................................................. 54
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7.4.2
Data Connection ................................................................................................ 55
7.5 HOT DESKING ............................................................................................................... 56
7.6 MESSAGING.................................................................................................................. 62
7.6.1
Settings .............................................................................................................. 62
7.7 NIGHT MODE................................................................................................................ 63
7.7.1
Settings .............................................................................................................. 64
7.7.2
Daily Settings ..................................................................................................... 64
7.8 SMS ........................................................................................................................... 65
7.8.1
Basic ................................................................................................................... 65
7.8.2
Cellular Terminals & Email Services ................................................................... 65
7.9 TIME SYNC ................................................................................................................... 66
7.9.1
Enable ................................................................................................................ 67
7.9.2
Feature Codes .................................................................................................... 67
7.9.3
Admin Keyset ..................................................................................................... 67
7.9.4
Synchronise time ................................................................................................ 67
7.9.5
Date Format ....................................................................................................... 67
7.9.6
Time Format....................................................................................................... 67
7.10 WEB CALLBACK ............................................................................................................. 67
7.10.1 Web Callback call requests ................................................................................ 68
7.10.2 Basic ................................................................................................................... 69
7.10.3 Skills ................................................................................................................... 70
7.10.4 History ................................................................................................................ 71
8
SYSTEM STATUS ....................................................................................................................... 72
8.1 STATUS ........................................................................................................................ 72
8.2 LICENSING .................................................................................................................... 72
8.3 CONNECTED CLIENTS...................................................................................................... 73
8.4 EVENTS ........................................................................................................................ 73
8.5 AUDIT TRAIL ................................................................................................................. 74
8.6 DIAGNOSTICS ................................................................................................................ 75
8.6.1
Client Real-time Status....................................................................................... 75
8.6.2
Hot Desking Real-time Status ............................................................................ 77
8.6.3
Web Callback Real-time Status .......................................................................... 79
9
MAINTENANCE ......................................................................................................................... 81
9.1 BACKUP ....................................................................................................................... 81
9.2 RESTORE ...................................................................................................................... 84
9.3 UPGRADES ................................................................................................................... 86
9.3.1
Software............................................................................................................. 86
9.3.2
Licensing ............................................................................................................ 86
10 TROUBLESHOOTING ................................................................................................................. 88
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2 Introduction
Xarios Application Server is a product specifically designed for Mitel 5000 and Mitel MCD
(Mitel Communications Director) series telephone systems. It has been designed as a single
software installation that includes ‘modules’ that deliver additional features and
functionality to the phone system. It works as a central connection point for the Xarios
Phone Manager or Xarios Phone Integrator clients.
The Application Server runs as a service on a server that can connect to the phone system
over TCP/IP. Application Server uses SQL Server to store a manage data and is configured
using a website hosted using Microsoft IIS.
Xarios Application Server software has been designed with ease of use in mind so that Mitel
resellers and users can install, configure and support the applications with the minimum of
training.
2.1 Features
The Xarios Application Server has modules to support different features and applications.
The main feature is to support the connection of Xarios Phone Manager when connected to
a Mitel 5000 or Xarios Phone Integrator clients when connected to a Mitel MCD system.
Module
Requires Axxess Axxess
License v5 + v6
v7
Axxess
v8+
Mitel
5000
Mitel
MCD
Phone Manager Clients
Phone Integrator Clients
Web Callback
Multiple Message Notification
Telephone System Time Sync
Auto Answer
Hot Desking
Hot Desking (with CLI change)
Night Mode
Alarm Notification
Table 2.1
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Requirements
It is recommended that Application Server be installed on a dedicated server.
3.1 Target PC Requirements

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

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



Windows XP Professional SP3 (x86), Windows 2003 Server SP2 (x86), Windows 2008
Server (x86 or x64), Windows 7 Professional/Enterprise/Ultimate (x86 or x64)
versions supported
Intel Pentium Core 2 Duo or equivalent processor
2GB RAM
Network interface card
Microsoft .NET Framework 4.0
Microsoft Windows Installer 4.5
Power Shell v1.0+
Microsoft IIS 6.0 +
USB 2.0 (for license dongle)
Microsoft IP v4
20GB Hard Disk Space
NOTE: We do NOT recommend or support installing the Application Server software on a
Windows Active Directory Domain Controller.
3.2 Target PC Requirements - Campaign Manager
When using Campaign Manager then the specification should be significantly higher and
depends on the amount of users, call rates and campaigns. As a minimum it should be
increased to:


4GB RAM
Intel Xeon processor
3.3 VMWare Ready

The Application Server has been certified as VMWare Ready.
3.4 Mitel MCD Requirements



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
Minimum MCD Version 10+, Release v4.1
Xarios Application Server MiTAI License
MiTAI support enabled in the Class of Service for each device (endpoint\trunk) that
needs to be monitored.
o HCI/CTI/TAPI Call Control Allowed enabled
o HCI/CTI/TAPI Monitor Allowed enabled
The following endpoints are supported: Mitel 5xxx IP Endpoints, Hot Desking Users,
Single Line Endpoint, Multi Line Endpoint, Key Systems, Generic SIP (limited
features)
The following trunks are support: Digital PRI & BRI, SIP Trunks and Analog Trunk
Single instance configuration
Non resilient MiTAI connections
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3.5 Mitel 5000 Requirements


System OAI Events & Third Party Call Control enabled in premium features.
If Hot desking in a multi-site environment, the ‘Remote ACD Hunt Groups’ premium
feature is also required.
3.6 Feature Requirements




In order for logging and alarm notification to work, a valid email address and an
SMTP server are required.
If using Web Call-back, a POP3 email account is required.
Time Sync and Night Mode features require the use of a keyset to perform feature
code operations.
In order to use SMS for Alarm Notification and Phone Manager SMS a Fixed Cellular
Terminal (FCT) and spare USB 2.0 port is required.
3.7 Software Limitations

Xarios Application Server will support up to 250 Phone Integrator clients or Phone
Manager clients connected at any one time.
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Installation
Xarios Application Software has been designed with ease of use in mind so that Mitel
resellers and end users can install, configure and support the applications with the minimum
of training.
To install Xarios Application Server successfully, follow the instructions set out below.
1. Xarios Application Server requires Microsoft .Net Framework v4.0 Full version to be
installed first. This can be found at Windows Update, the Microsoft downloads
website on the disk provided or on the Xarios Application Server website.
2. Restart the computer if prompted to do so.
3. Run the Xarios Application Software setup and restart if prompted to.
4. Ensure the USB dongle is installed in the computer after the Application Server has
been installed. If you are using a software license, a USB dongle is not required.
5. Launch the Configuration tool to the system tray and ensure the license is being read
correctly and the database connectivity is tested.
6. Application Server can now be administered using a web browser.
Note: Only Server versions of Microsoft Windows support running more than a single
website so during installation the default website will be stopped.
The installation is available in two different files. A complete installation is available that
contains all of the pre requisites required including SQL Server Express, SQL Server Express
Management & the Dongle Drivers and this file is about 300MB in size. A minimal installation
is also provided that does not contain any of the pre requisites and can be used if they are
already installed or for upgrading existing installs and this files is about 35MB in size.
To start the installation run the setup file provided, and follow the instructions below.
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Click on Next> to continue.
Figure 4.1
Click on “I accept the terms in
the license agreement” to
continue and press Next >
Figure 4.2
Enter your User Name and
Organisation then click Next >.
Figure 4.3
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Select the Complete setup and
click Next>
Figure 4.4
If the default SQL Server
database is been installed then
the connection details will
already be completed. If a
different database is been used
then enter the correct details
in here and click Next>.
Figure 4.5
The Application Server website
can be configured to work on a
different IP Address, if left
blank then all addresses will be
used. The TCP Port can be
changed from the default of 80
and optionally any host header
values can be used. Click Next
> to continue.
Figure 4.6
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Click on Install to start the
Xarios Application Server
installation.
Figure 4.7
The installation may take about 30 minutes to run depending on the performance of the
server and what needs to be installed. Upgrading existing installation where SQL Server is
already installed will take a siginfacnlty shorter time. Other windows may also appear
during setup these will close automatiocally so do not close them.
When the installation is
complete click on Finish and
Xarios Application Server
Configuration Tool will
automatically start.
Figure 4.8
Once installed the Application Server administration website is by default installed on port
80 and can be accessed from other servers on the network.
When the Application Server is installed a default user account is created to allow access to
the web site. The details are shown in Table 4.1
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Username:
Password:
engineer
appserver
Table 4.1
Open a web browser and got: http://appserver and the logon page, as shown in Figure 4.9,
should be displayed.
Figure 4.9
Entering the default username and password should the enable access to the configuration
website.
4.1 Licensing
The Application Server is licensed in two different modes depending on the features and
telephone system connecting to.
4.1.1 Mitel 5000
If this was provided with a Mitel 5000 telephone system and only Phone Manager Standard
clients were requested then a limited software license key is provided. If any other modules
or clients were needed then a full software or hardware USB dongle license is required.
4.1.2 Mitel MCD
If only Phone Integrator TAPI license were required then a limited software license key is
provided. If any other modules or clients were needed then a full software or hardware USB
dongle license is required.
4.1.3 License Validation
Once the Application Server is installed, the licensing needs to be checked for the following
reasons:
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1. Ensure that the dongle is being read correctly by the software (if applicable).
2. Ensure that the correct license has been shipped.
3. If a software based license is being used Application server must be registered
before use.
The license can be viewed on the system tray configuration tool as shown in Figure 4.10.
Figure 4.10
The license status can also be viewed from the Licensing tab on the Status page on the
website as shown in Figure 4.12. If no license details are shown, as in Figure 4.11, then click
on the requery license link at the bottom of the page to refresh the details.
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Figure 4.11
Figure 4.12
4.1.4 Registering a Software license
Software licenses must be registered at http://www.xarios.com using the licensing form on
the system tray configuration tool.
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To register a software license, a license request file must be generated on the Application
Server. The license request file can then be uploaded to http://www.xarios.com and a
corresponding License file downloaded.
Note: A user account for the http://www.xarios.com is required to perform a software
registration. Access to http://www.xarios.com is only available to authorized Mitel dealers.
Figure 4.13
Software Licensing Steps:

To register a software license, load the Licensing Status form from the configuration
application and wait for the Validating license message to disappear. Once this
occurs, the Register button will become enabled. Clicking this button will load the
form show in Figure 4.13.

Enter the Site Id and Serial Number into the boxes provided. The Site Id and Serial
Number can be found on the back of the Application Server CD that was distributed
with the telephone system.

Press the Create a license request file button. At this stage the folder selection form
will appear, select the location you wish to save the license request file.

Logon to the Xarios portal at http://portal.xarios.com and on the first page after you
have logged in follow the Need to license your software? Click here! link to register your
software as shown in Figure 4.14.
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Figure 4.14

Follow the instructions on the web site. Upload the license request file created
earlier and download the License file. (If necessary this stage can be performed on a
separate PC if the Application Server has no Internet access)

Once the license file has been downloaded from the website, go back to the
Registration form within Application Server and press the Process License button.

Your software is now licensed!
4.1.5 Hardware USB Dongle Licensing
If a USB license dongle is provided this should be connected to a spare USB 2.0 port on the
same server that the Application Server was installed and should be done after this
installation.
If installing into a virtualised environment then the host needs to support native USB pass
through to the client operating system that the Application Server was installed on.
When the dongle is connected it will be detected and then displayed in Windows Device
Manager as shown in Figure 4.15. It will be shown under Universal Serial Bus Controllers ->
SafeNet USB SuperPro/UltraPro.
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Figure 4.15
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4.2 Initial Configuration
When the installation is complete the Application Configuration Tool needs to be run to
create or update the database that is used – BEFORE the Application Service is started.
4.2.1 Database Connection
Application Server uses a Microsoft SQL Server Express database to store configuration and
data. To configure the database settings from the Application Server desktop select the
shortcut from Xarios -> Application Server -> Launch Configuration Tool this will display the
Application Server icon in the system tray.
Figure 4.16
Right click on the icon as shown in Figure 4.16 to display the SQL Database Settings form
shown in Figure 4.17.
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Figure 4.17
Check to ensure the details are correct and then click on the Test button and this will
validate the connection details and display message with the results.
4.2.2 Migrating Version 1.x Database
Application Server version 1.x used Microsoft Access Databases to store configuration and
data. Application Server version 2.x provides a method for migrating the existing data into
the SQL Server database so that configuration and data is not lost. Select the Migrate button
shown in Figure 4.17 will display the Data Migration utility as shown in Figure 4.18.
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Figure 4.18
When migrating the data simply follow the instructions on screen. The databases to be
migrated are call AAS.mdb and Contacts.mdb. If the Application Server was upgraded from
version 1.x then the files will be found in the route of the Application Server version 2 install
(Default location: C:\Program Files\Xarios\Xarios Application Server\Application Server).
4.2.3 Website Connection
The Application Server uses a web based management tool to enable the configuration to be
set.
NOTE: If this is been installed on a non-Windows Server Operating System, i.e. Windows
XP Professional, then only a single website can be running at once. Any other website will
be disabled once this has been installed.
During the installation process you can configure what IP Address, TCP Port and Host Header
values to use. To change these value use the Microsoft IIS Management tool. Using the
default installation values the web site within IIS should be similar to that shown in Figure
4.19.
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Figure 4.19
The TCP Port that is used to launch the web site using the Application Settings menu option
can be configured from the System Tray menu option shown in Figure 4.20.
NOTE: This needs to match the configuration within Microsoft IIS.
Figure 4.20
For Windows XP/2003 installation as the website uses ASP.NET v2.0 and this needs to be
enabled in IIS as shown in Figure 4.21. If this is not enabled then the website may display a
HTTP 404 Not Found error.
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Figure 4.21
4.2.4 Telephone System Connection
The Application Server needs to be configured to connect to the telephone system. From the
website select Server Configuration -> Systems on the as shown in Figure 4.22. For details on
configuring the PBX details see the Server Configuration section.
Figure 4.22
Once configured the Application Server Service should be started. If connection to the PBX is
successful the system tray configuration tool will display a solid green icon. The System
Status icon on the website for the Application Server Service page will also change from red
to green as shown in Figure 4.23.
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Figure 4.23
4.2.5 Starting the Application Server Service
The Application Server service can be started from the Configuration tool. Right click on the
system tray icons and select the Service Control -> Start Application Server menu as shown in
Figure 4.24.
Figure 4.24
It can also be started from the service.msc as shown in Figure 4.25.
Figure 4.25
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5 Server Configuration
The Server Configuration section of the website enables the telephone system connection
details to be configured and the email and technical support options.
Figure 5.1
5.1 Systems
This section of the website allows configuration of all information regarding the telephone
system that Application Server will be connecting to. To access the Systems section select
Server Configuration -> Systems from the menu or select the Systems icon as shown in Figure
5.1.
5.1.1 Settings
If no telephone system has been configured then a new connection can be created by
selecting the New link as shown in Figure 5.2.
Figure 5.2
This will then display the Connection Settings window as shown in Figure 5.3.
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Figure 5.3
Depending on the system type connecting to some of the details may not be displayed.
5.1.1.1 Name
Enter a user friendly description for this connection.
5.1.1.2 System Type
Select the type of PBX connecting to, either a Mitel 5000 or Mitel Communications Director
(MCD).
5.1.1.3 Host / IP address
The hostname or IP address for the telephone system
5.1.1.4 Password
The CTI connection password for the telephone systems; this only applies to the Mitel 5000.
5.1.1.5 Port
The TCP/IP port number used to connect to the CTI connection; this only applies to the
Mitel 5000.
5.1.1.6 Backup connections settings
For Mitel 5000 telephone systems only, these settings mirror that of the main connection
settings but will be used when no connection to the main telephone system can be
established. Once a connection to a backup system has been established Application Server
will not reconnect back to the main system until it has lost connection to the backup or the
Application Server is restarted.
Backup connection settings can be used in multi-node environments so that Application
Server connects to a local system when the WAN link is down.
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5.1.1.7 Device Information Tabs
The Systems page displays tabs for each of the device types that are available on the
telephone system. Depending on the type of telephone system this information can be
downloaded automatically, see Table 5.1 for details.
Telephone System
Mitel 5000
Mitel MCD
Device Setup
Automatic
Manual
Table 5.1
Note: A successful connection to the telephone system by the Application Server must be
established first for the devices to download.
Some device types are not required to be programmed for each type of telephone system,
Table 5.2 shows what types are required. See the Retrieving Device Information section for
details on how to manually retrieve the information.
Device Type
Agents
Endpoints
Speed Dials
Trunks
SIP Trunks
Feature Codes
Hunt groups
Voice Mail Ports
Mitel 5000
Mitel MCD
Table 5.2
Note: The Mitel MCD does not have trunk numbers for individual SIP trunks so these do not
have to be configured.
To create a new device, select the relevant device type tab and then click on the New link as
shown in
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Figure 5.4 .
Figure 5.4
This will then expand to enable to details to be entered and entries can either be created
individually or by selecting the Multiple option, ranges can be created as shown in Figure 5.5.
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Figure 5.5
5.1.1.8 Retrieving Device Information
Depending on the type of telephone system connecting to the device information can be
automatically retrieved and for other systems the information needs to be manually
entered. The next sections describe how to retrieve the information required from the
telephone systems.
Mitel MCD
Digital Trunks
To retrieve the PRI and BRI digital trunk information select the Digital Trunks page from the
MCD programming interface as shown in Figure 5.6. The trunks numbers are shown
underneath the Trunk Number column. This example shows the BRI trunk numbers as been
250 – 253 and the PRI trunk numbers starting at 560.
NOTE: These need to be configured in the Trunks section of the Application Server.
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Figure 5.6
Analog Trunks
To retrieve the Analog trunk information select the Analog Trunks page from the MCD
programming interface as shown in Figure 5.7. The trunks numbers are shown underneath
the Trunk Number column. This example shows the analog trunks starting from 260.
NOTE: These need to be configured in the Trunks section of the Application Server.
Figure 5.7
Voice Mail Ports
To retrieve the Voice Mail port information select the VM Ports page from the MCD
programming interface as shown in Figure 5.8. The directory numbers are shown
underneath the Prime Directory Number column. This example shows the directory numbers
starting at 2400.
NOTE: These need to be configured in the Extensions section of the Application Server.
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Figure 5.8
Devices
To retrieve the Device information select the User and Device Configuration page from the
MCD programming interface as shown in Figure 5.9. The device numbers are shown
underneath the Number column. All of the devices shown in the this form need to be
entered including User and Device and Hot Desking User.
NOTE: These need to be configured in the Extensions section of the Application Server.
Figure 5.9
5.2 SMTP Configuration
Email functionality is used in various parts of the Application Server; for logging, alarm
notification and Web Callback. If any of these features are being used it is important first to
configure and test these settings.
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5.2.1 Configuration
The email configuration window shown in Figure 5.10 enables the site specific details to be
configured and then tested.
Figure 5.10
5.2.1.1 SMTP Server
The IP address or the hostname of an SMTP server that can be used to send emails.
5.2.1.2 Source Email Address
The email address that will be used as a source address when sending emails
5.2.1.3 Enable Authentication
If the SMTP server being used requires authentication to send emails then this box needs to
be checked and the Username & Password text boxes must be completed.
5.2.1.4 Enable SSL
If SSL encryption is required for email authentication enable this with this checkbox.
5.2.1.5 Port
If a different SMTP port is required to be used then enter it here.
5.2.1.6 Username
Enter the Username for authentication, if required.
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5.2.1.7 Password
Enter the Password for authentication, if required.
5.2.1.8 Testing
To ensure the email settings have been configured correctly they must first be tested.
Pressing the Test button will prompt the user for a destination email address to send a test
email to. Send an email and check that it has been successfully received.
5.2.2 Email Groups
Email groups are used in various features of Application Server. Multiple email address can
be grouped together to speed up configuration in other parts of the application.
5.3 Support
The Support section is used for technical support and diagnostic reasons. These setting
should only be changed under instruction from a qualified engineer, as shown in Figure 5.11.
Figure 5.11
5.3.1 Logging Tab
This option is used to enable or disable telephone system communication logging.
5.3.1.1 PBX events
This configures the Application Server to log communication to the telephone system CTI
connection.
5.3.1.2 Advanced Logging
If Advanced Logging is selected more detailed logging information is recorded.
5.3.1.3 Log client communications
This configures the Application Server to log communication from all clients.
5.3.1.4 Maximum log file size
This defines the maximum size of each log file.
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5.3.1.5 Email logs
Email logging allows the Xarios Application Server to send OAI logs to a specified email
address. Please note that the SMTP server is required to be configured on the Email / SMS
tab of the Application Server for email logging to work.
5.3.1.6 Email group
The email address the logs are to be sent to.
Note: The logging features should only be enabled when instructed to do so by an
engineer. Enabling logging all the time will have an adverse effect on the performance of
the software and use a significant amount of hard disk space.
5.3.2 Dealer Tab
This section allows additional support details to be added to Xarios products. Contact details
and dealer logos can be imported into Xarios products, including Phone Manager and Phone
Integrator so end users have the correct support details for the dealer.
Dealer name, Phone number, Website address – These details will be visible via the Phone
Manager or Phone Integrator About section.
5.3.2.1 Enable Heart Beat
The Heart Beat is used to allow the maintainers of your Xarios Application Server to support
your software. To enable your maintainer to view details of your Application Server enable
this checkbox.
Note: The server running Xarios Application Server is required to have internet access and
allow traffic out over port 80.
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6 Client Options
As well as hosting a variety of applications, the Application Server accepts client connections
from Phone Manager or Phone Integrator clients. The following settings specify the network
and dialling settings for clients that will connect to the Application Server. This section can
be accessed from the Client Options menu as shown in Figure 6.1.
Figure 6.1
Any changes to these settings require the Application Server to be restarted before taking
effect.
6.1.1 Settings Tab
These settings allow you to configure how the clients connect to the Xarios Application
Server and what access is available as shown in Figure 6.2. Some of the options are only
applicable to specific telephone system configurations.
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Figure 6.2
6.1.1.1 User Access vs Extension ID Access
In previous version of Application Server all client connections were based upon the
extension number only. Application Server version 2 introduced user based security for the
following benefits:



Clients can be configured to use only a specific endpoint
Phone Manager clients can be configured to use only a specific agent ID
Instant messaging between Phone Manager clients is user based only so that you
can be confident of who you are communicating with
To offer backwards compatibility and easier configuration Application Server still supports
Extension only based connections. The Extension id access check box is used to configure
whether Application Server should support extension only connections or whether it
requires a user to be authenticated when a client is connecting.
Note: With Extension id access enabled, Application Server will accept connections from
older version 1.4 clients.
6.1.1.2 Extension based Access
On Mitel 5000 series PBXs the Extension based connections can now be secured using the
Passcode that is configured against the endpoint in Mitel Database Programming. Each client
that connects will then need to provide this password when connecting. This prevents any
client from entering any extension number to connect to without priori authentication.
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6.1.1.3 Standard User Access vs Active Directory
When users are connecting a client to Application Server with a user account, they can do so
in one of two ways.


Standard Access – User accounts and passwords are manually created on Application
server and clients must enter a username and password when connecting.
Active Directory Access – User account details are imported from an Active Directory
domain and users connecting clients are authenticated against these Active
Directory users.
Selecting Active Directory access allows a valid username and password to be entered that is
used to connect to Active Directory as shown in Figure 6.3.
NOTE: This account must have the correct permissions to be able to do this, a standard
user account is normally sufficient. It does not have to be a Domain Admin.
Figure 6.3
6.1.1.4 Connection Settings
Listening address
If there is more than one IP address on the server running the Xarios Application Server the
correct IP address to listen for connections from a client can be selected from the drop down
box. If you require client connections to be accepted on all IP addresses on the server select
the All option from the drop down menu.
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Secure listening port
Specify the secure TCP/IP port used by the server to listen for client connections; this will
need to be set on all clients to connect to the Xarios Application Server.
Listening port
Specify the TCP/IP port used by the server to listen for client connections; this will need to
be set on all clients to connect to the Xarios Application Server.
Secure remoting port
Specify the TCP/IP port used by the server to listen for client connections; this will need to
be set on all clients to connect to the Xarios Application Server.
Unsecure remoting port
Specify the TCP/IP port used by the server to listen for client connections; this will need to
be set on all clients to connect to the Xarios Application Server.
Admin remoting port
Specify the TCP/IP port used by the server to listen for administration connections, this
should not be changed.
Professional password
Specify the password used by clients requesting a Professional license to gain access to the
server. This will need to be set on the clients to connect to the Xarios Application Server with
a Professional license.
Team Leader password
Specify the password used by clients requesting a Team Leader license to gain access to the
server. This will need to be set on the clients to connect to the Xarios Application Server with
a Team Leader license. Only applies to Phone Manager clients.
6.1.2 Dial Patterns
The dial patterns section allows you to specify the dialling settings for your local area. These
are required to be set before any clients connect to the Xarios Application Server.
To enable the default settings for a particular region simply select the region from the drop
down box and click on the load country default settings link as shown in Figure 6.4.
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Figure 6.4
6.1.2.1 Country
Select the country from the drop down menu that the telephone system resides in and then
select the Set button. This will put the default settings in for the country that has been
selected.
6.1.2.2 International Outbound Code
Set the international outbound code that is required to dial international numbers excluding
the code to obtain an outside line.
6.1.2.3 International Code
Set the country code of where the telephone system resides.
6.1.2.4 Outside Line
Select the digit that is used to gain an outside line on the telephone system; in default this is
set to 8.
6.1.2.5 Toll Digit
Select the toll digit, in the UK the toll digit should be set to 0 and for the US this should be 1.
6.1.2.6 Local Area Codes
Enter the local area code for the area that the telephone system resides in.
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6.1.2.7 Local Override Codes
Enter the local area code for calls that are treated as long distance calls.
6.1.2.8 Outbound Prefixes
If a prefix is required to be dialled before the outbound number is dialled enter the prefix in
the section, i.e. LCR (least cost routing) digits.
6.1.2.9 Service Codes
Enter the service codes that are dialled from the telephone system. Any numbers here will
be dialled as though they are an outside number, i.e. if 911 is dialled then 8911 will actually
be dialled with the outside line digit prefixed.
6.1.2.10 Max Endpoint Length
Select the maximum length of an endpoint on the telephone system; in default this is set to
4. If this is not set correctly then dialling an endpoint may result in an external call been
made.
6.1.2.11 Number Length
Enter the number of digits in a telephone number where the telephone system resides, this
should include the local area code and the toll digit.
6.1.2.12 Dial Toll on long Distance Calls
Enable this if the toll digit should be added to long distance calls.
6.1.2.13 Dial Toll on Local Calls
Enable this if a toll prefix should be added to all locally dialled calls.
6.1.2.14 Dial #
A pound / hash (#) can be automatically added to the dial string to send the call to the
telephone system immediately without waiting for the timeout.
6.1.2.15 Dial Primary Local Area Code
If local area codes are to be dialled please enable this option, if this is left unchecked then
when a local area code is dialled Phone Integrator automatically removes the locally dialled
area code. If the Dial Local Area Code is enabled the first area.
6.1.3 Directory
The directory section of Application Server is used to configure the user and computer
accounts that will be connecting to the Application Server.
6.1.3.1 Standard Access / Active Directory Access
If Standard Access has been select under the Settings then Users, Computers and Groups
must be manually configured here, as shown in Figure 6.5.
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Figure 6.5
If Active Directory Access has been selected then the Users, Computers and Groups will
automatically be imported from the domain.
6.1.3.2 Domains
When using Active Directory Access the domains tab will appear on the Directory window as
shown in Figure 6.6. If the Application Server is a member of a domain selecting the query
domain link will automatically search for all the domains that are available and populate the
domains table. If the domain you require is not visible then you can add the domain
manually.
NOTE: Multiple domains can be added as long as the username and password details have
permissions across all the domains.
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Figure 6.6
6.1.3.3 Creating Domains
Before the User, Computer and Group objects are queried from Active Directory domain the
relevant domain details need to be created. From the Domains tab, shown in Figure 6.6,
select the Query Domains option and if the Application Server is a member of any domains
then they will automatically appear. If the server is not connected to a domain then select
the New Domain option to manually create it, as shown in Figure 6.7.
Figure 6.7
Distinguished Name
The distinguished name (often referred to as a “DN”) uniquely identifies an entry in the
Active Directory for the domain. If you have a domain called “Xarios.net” then you would
enter “dc=xarios.net”. The Application server would then query the entire domain for User,
Computer and Group objects.
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In large Active Directory domains there may be a significant amount of information that is
retrieved, so to restrict the area of the domain that is queried the Distinguished name can
include Organisation Units. For example you may have an Organisation Unit called “Sales”
and only the Sales users will be using the clients. Entering “ou=sales,dc=xarios,dc=net”
would only bring back objects beneath this.
Sub-domains can also be supported by entering multiple “dc=” values, for example if there is
a domain called “sales.xarios.net” then “dc=sales,dc=xarios,dc=net” would be entered.
Pre 2000 Name
Enter the pre-Windows 2000 name of the domain. For example if the domain is called
“xarios.net” this would normally be “xariosnet” and for “sales.xarios.net” this would be
“salesxariosnet”.
Domain Host
Enter the DNS name of the domain controller that the Application Server will use to query
for the information.
NOTE: This is only required if the Application Server is not a member of the relevant
domain.
Domain Port
Enter the TCP port that will be used to query the Active Directory information, this is the
LDAP port and the default is 389.
Active
Select this option to enable this domain to be used.
6.1.3.4 Editing Domains
Once the domain has been created it will be displayed as shown in Figure 6.8.
Figure 6.8
Selecting the
will cause the Application Server to retrieve the information from the
domain. To edit the details click on and to delete the domain select .
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6.1.3.5 User objects
Each user object can be used by a client to authenticate with Application Server. Only one
instance of a User can be used by a client at any one time.
By assigning an Agent ID to a User object a connecting Phone Manager client will
automatically know which Agent ID to log that extension in with.
6.1.3.6 Computer Objects
Computer objects can be used to map physical endpoint to computers. By doing this the
need for users to type in the extension they are sitting at is removed when connecting with a
client.
6.1.3.7 Group Objects
Group objects are solely used in Application Server to assign configuration files.
6.1.3.8 Configuration Files
Each part of a client’s configuration is saved in an XML file. Application Server provides the
ability to store configuration files centrally and then assign them to Users, Computers and
Groups so that end-users don’t have to go through the configuration of client.
Once a configuration file has been assigned to a client the configuration of that part of the
application will become Read-Only.
For more on configuration files please see the Configuration Files section of the manual.
6.2 Configuration files
Configuration files are XML files used by clients to dictate how features work and are
displayed to the end user.
For example: The DSS window within Phone Manager, the icons displayed and the columns
selected are saved with in a file called DSS.xml.
Using the Config Files window in Application Server it is possible to centralize these files and
assign them to Users, Computers or Groups.
Any assigned configuration files are downloaded by a client upon connection and are applied
throughout the application. Once a configuration file has been assigned to a certain area of
the application, all settings in that area become Read-Only to the end user.
The priority in which configuration files are applied is as follows:
1. User
2. Group
3. Computer
This means that a file applied a User level will always take precedence over a file assigned at
Computer level.
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6.2.1.1 File Types
The files shown in Table 6.1 can be centralised and assigned to Phone Manager and/or
Phone Integrator clients:
File Name
Description
DSS.xml
Stores configuration about
icons loaded on the DSS
window
Column selection and widths
for the call banner
Button selection and
configuration for the toolbar
Configuration for the custom
button on the call banner
Configuration for the
application hot keys
Stores the personal directory
entries.
Stores the banner colour
configuration
Stores the security
configuration for the clients
FieldList.xml
Toolbar.xml
CustomButton.xml
HotKeys.xml
PersonalDirectory.xml
BannerColor.xml
SEC.xml
Phone
Manager
Phone
Integrator
Table 6.1
6.2.1.2 Managing
A configuration file must be created from an existing Phone Manager or Phone Integrator
client and then uploaded to the Application Server from the Config files section shown in
Figure 6.9.
Figure 6.9
6.3 Contacts
The contact sections allows for contacts and DDI information to be imported into the
Application Server. This information is then provided to the clients to provide them with
extra information relating to the calls they make or receive.
Caller id (CLI) mapping information can also be imported to allow the outgoing CLI to be
altered depending on the number dialled.
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To access this section select Client Options -> Contacts from the main menu or the Contacts
icon from Figure 6.1.
Figure 6.10
6.3.1 Contacts database
The Application Server provides a central contacts database that enables extra information
to be associated with a particular caller id. When an inbound or outbound call is placed this
information is then provided through to the clients and can be displayed on the call banner
and used within Application Support.
The Application Server can import data from several different types of data source and can
be scheduled so that it refreshes this information on a set period.
6.3.1.1 Import source
The contacts import supports multiple different import sources. To create a new import
source click on the New Contact Import Source button to display the import configuration as
shown in Figure 6.11.
Figure 6.11
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Depending on the type of import source selected different options will be shown.
Text File
This requires a text file saved in CSV format to be used as the data source as shown in Figure
6.12.
Figure 6.12
Description: Enter a useful description that describes this data source.
File Path: Browse to the file path of where the file containing the contacts is located. This
path is referenced by the Application Server service and need to be accessible from the
account that is running the service.
Field Separator: Select how the fields separating the contacts and telephone numbers in the
file to be imported are separated from the drop down box.
Text Identifier: Select the character used to identify where a text string for a contact starts
and ends.
Order: The order in which this import will be run relative to any other import sources
configured.
Maximizer
This enables the contacts from a Maximizer database to be imported into the contacts
database. The settings shown in Figure 6.13 needs to be configured.
Figure 6.13
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Description: Enter a useful description that describes this data source.
DSN Name: This needs to be set to the DSN data source for the Maximizer database. This
should be in the format of “DSN=maxserver”.
Order: The order in which this import will be run relative to any other import sources
configured.
ODBC/OLEDB
This enables an ODBC/OLEDB compatible database to be used to import contacts into the
Application Server.
The settings shown in Figure 6.14 needs to be configured.
Figure 6.14
Description: Enter a useful description that describes this data source.
Connection string: This needs to be set to the DSN data source for the ODBC/OLEDB
database. This should be in the format of “DSN=dbserver”. Alternatively a valid database
connection string can be used. Depending on the connection string used the valid database
driver will need to be installed on the Application Server.
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For help in determining what the connection string should be this web page can be a useful
reference (this is an external link, Xarios are not responsible for its contents):
http://www.connectionstrings.com
Command Text: Enter the T-SQL command that is used to retrieve the information from the
database. For example: “SELECT myfield1, myfield2, myfield3 FROM MyDatabase”.
Command Type: Enter the type of T-SQL command that is been used, this can either by
standard SQL or a stored procedure.
Order: The order in which this import will be run relative to any other import sources
configured.
Mapping Import Fields: The mapping of the fields returned from the import source to the
fields within the contacts database is done by entering the field number into the associated
text boxes labelled (Telephone, Name, Field 3, Field 4, Field 5, Field 6, Field 7, Field 8, Field 9,
Field 10)
For example If the SQL statement “SELECT myfield1, myfield2, myfield3 FROM MyDatabase”
is used this would map MyField1 to the Telephone contacts field, myfield2 to the Name
contacts field and myfield3 to the Field 3 contacts field as shown in Figure 6.15.
Figure 6.15
6.3.1.2 Data Option
Select the type of import to perform, if Append/Update is selected then this will insert new
records and update existing records, if Overwrite is selected then the contacts database will
be cleared and replaced with the contents of this import.
6.3.1.3 Scheduled contacts import
Select this to enable the import to be scheduled to run automatically.
6.3.1.4 Import Time
Enter the time in hours and minutes when the import should run, for example 07:00 will
import the contacts at 7am every morning.
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6.3.1.5 Advanced Schedule
Check this to enable the import schedule to be run more than once a day.
6.3.1.6 Start Time / End Time
When using the Advanced Schedule this sets the start and end times to run the import
between. For example using a start time of 07:00 and 17:00 will only run the import
between the hours of 7am and 5pm.
6.3.1.7 Interval (mins)
When using the Advanced Schedule this sets the interval to import the contacts, for example
every 10 minutes, between the hours set in the Start Time and End Time.
6.3.1.8 Run import on save
Select the option to run the import as soon as Save is clicked. If Scheduled contacts import is
also selected then it will automatically run at the next scheduled time.
6.3.1.9 Delete all
To delete the current list of contacts stored in the Application Server database select this
option.
6.3.2 DDI Mapping
DDI Mapping provides a method to override the DNIS field on the phone system with custom
details which is then provided through to the clients and can be displayed on the call banner.
NOTE: This feature is only available on the Mitel 5000 telephone system.
Figure 6.16
6.3.2.1 Enable scheduled DDI Mapping Import
Set this to enable the DDI details to be imported at the scheduled time every day.
NOTE: Imports can only be scheduled to run automatically once each day.
6.3.2.2 DDI Prefix
If the records that you are going to import include the DDI prefix, this prefix needs to be
entered into the DDI prefix section. When the import takes place this DDI prefix will then be
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automatically removed so that the records match how the DDIs are presented to the
telephone system.
6.3.2.3 Import Time
Select the time that the DDI Mapping import file should be automatically imported every
day. If any changes have been made to the file being imported the records will be updated.
6.3.2.4 File Path
Browse to the file path of where the file containing the DDI information is located.
6.3.2.5 Field Separator
Select how the fields separating the DDI and custom details in the file to be imported are
separated from the drop down box.
6.3.2.6 Text Identifier
Select the character used to identify where a text string for a DDI starts and ends.
6.3.2.7 Data Option
Select the type of import to perform, if Append/Update is selected then this will insert new
records and update existing records, if Overwrite is selected then the DDI database will be
cleared and replaced with the contents of this import.
6.3.2.8 Run import on save
Select the option to run the import as soon as Save is clicked. If Scheduled contacts import is
also selected then it will automatically run at the next scheduled time.
6.3.2.9 Delete all
To delete the current list of contacts stored in the Application Server database select this
option.
6.3.3 CLI Mapping
CLI mapping provides a method to override the CLI presented when a call is made using a
client to a given number or range of numbers using the prefix to find a CLI to use. For
example any calls made to 0161 could present one CLI and calls to 0151 could present
another. Precedence as to the CLI presented is given to a closer match to the prefix of the
number dialled. The format of the import file should be prefix first and then CLI.
NOTE: This feature is only available on the Mitel 5000 telephone system.
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Figure 6.17
6.3.3.1 Enable
Set this to enable the feature and if set then the CLIs will be changed.
6.3.3.2 Scheduled Import
Set this to enable the CLI details to be imported at the scheduled time every day.
NOTE: Imports can only be scheduled to run automatically once each day.
6.3.3.3 Import Time
Select the time that the CLI Mapping import file should be automatically imported every day.
If any changes have been made to the file being imported the records will be updated.
6.3.3.4 File Path
Browse to the file path of where the file containing the CLI information is located.
6.3.3.5 Field Separator
Select how the fields separating the prefix and cli numbers in the file to be imported are
separated from the drop down box.
6.3.3.6 Text Identifier
Select the character used to identify where a text string for a CLI information starts and
ends.
6.3.3.7 Data Option
Select the type of import to perform, if Append/Update is selected then this will insert new
records and update existing records, if Overwrite is selected then the CLI database will be
cleared and replaced with the contents of this import.
6.3.3.8 Run import on save
Select the option to run the import as soon as Save is clicked. If Scheduled import is also
selected then it will automatically run at the next scheduled time.
6.3.3.9 Delete all
To delete the current list of CLIs stored in the Application Server database select this option.
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7 Advanced Features
The Advanced Features section enables the other Application Server modules and features
to be configured. Some features are only available on certain telephone systems and may
require additional licensing.
To access the Advanced Features section select the Advanced Features link from the main
menu bar as shown in Figure 7.1.
Figure 7.1
7.1 Alarms
Alarm Notification is used to send alerts of Application Server and PBX based alarms by email
and SMS to support personnel.
NOTE: Please note for SMS messages to be sent via cell phones to support staff, a fixed
cellular terminal is required to be connected to the server running the Xarios Application
Server.
NOTE: Alarms are dependent on the telephone system connected to.
The system can be configured to send all alarms to either a single or group of email address
and SMS numbers. Each individual alarm can be configured to go to specific destination.
When configuring each alarm individually a destination must be set for each alarm for it to
alert.
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Figure 7.2
Alarms will be forwarded to the destinations specified as soon as they are received by
Application Server along with any corresponding clear messages.
NOTE: Email and SMS groups can be configured from the Server Configuration section.
7.2 Auto Answer
The Auto Answer feature gives the agent a burst of ringtone before a call is force fed to the
agent. The amount of ringtone played before the call is force fed to the agent is
configurable.
NOTE: This feature is only available on the Mitel 5000 telephone system.
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Figure 7.3
7.2.1.1 Enable
Set to enable Auto Answer.
7.2.1.2 Delay
Set the time in milliseconds after the call has started ringing at an extension before it will be
automatically answered.
7.2.1.3 Agent List
A list of all the agents on the phone system will be supplied in the Agent List. To enable Auto
Answer for agents simply check the box against any agent whose calls need to be
automatically answered.
The list of agents is created when the Application Server connects to the phone system. If
the list is blank, start the Application Server service and then re-open the settings window to
see a full list of agents programmed on the system.
7.3 Call Recorder
The Application Server support integration in the Xarios Call Recorder. This enables clients to
be able to access the Call Recorder. All clients are able to tag recordings and pause/resume
recording and Phone Manager clients are able to search and playback their own recordings.
To access the configuration select the Advanced Feature -> Call Recorder from the main
menu as shown in Figure 7.4.
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Figure 7.4
7.3.1.1 Server
Enter the IP Address or hostname of the Xarios Call Recorder and also the SQL Server
instance details. By default this would be “CallRecorderHostName\Callrecorder”.
7.3.1.2 Username
Enter a valid SQL server user name to connect to the Xarios Call Recorder database. By
default there is an account configured on the recorder for this called “appserver”.
7.3.1.3 Password
Enter a valid SQL server password to connect to the Xarios Call Recorder database. By
default the password for “appserver” user is “callrecorder”.
7.3.1.4 Database
This should be configured to be “CallRecorder”.
7.3.1.5 Web server
This should be configured to be the IP Address or hostname used to connect to the web site
for the Xarios Call Recorder.
7.4 Campaign Manager
The Campaign Manager section enables the phone system specific configuration to be set
for the Campaign Manager features to be used. For more detailed information on Campaign
Manager see the Campaign Manager documentation.
To access the configuration select the Advanced Feature -> Campaign Manager from the
main menu as shown in Figure 7.5.
7.4.1 Settings
This enables Campaign Manager to be enabled as shown in Figure 7.5.
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Figure 7.5
7.4.1.1 Enable
This enables the Campaign Manager feature.
7.4.1.2 ACD agent hunt group
This should be set to the hunt group on the phone system that contains the ACD hunt group
with the agent ids that are to be used with Campaign Manager.
7.4.2 Data Connection
This enables to database that Campaign Manager uses to be configured as shown in Figure
7.6.
Figure 7.6
7.4.2.1 Use default connection
This sets Campaign Manager to use the default database installed with the Application
Server.
If a different database is to be used then the specific connection details can be entered as
shown in Figure 7.7.
NOTE: If an alternative database is been used then this must be running Microsoft SQL
Server 2005/2008 with mixed mode authentication enabled.
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Figure 7.7
Server: The name of the server hosting the database
Database: The name of the database to use.
Username: The username to use when connecting to the database.
Password: The password to use when connecting to the database.
7.5 Hot Desking
The Hot Desking feature provides hot desking or hoteling. To access the configuration for
this feature select Advanced Configuration -> Hot Desking from the main menu.
NOTE: This feature is only available on the Mitel 5000 telephone system.
Figure 7.8
7.5.1.1 What does it do?
Using Hot Desking, agents can log onto any keyset and still receive direct dialled, intercom
and hunt group calls. Voicemail and keyset messaging will follow the agent as well as
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outgoing caller id, username, description and class of service. When agents are logged out,
calls can be forwarded to voicemail or any internal or external number.
7.5.1.2 How does it work?
Hot Desking uses the concept of phantom devices on the telephone system to create a
virtual keyset for all Hot Desking agents. Each phantom created has the same number as an
associated Hot Desking agent id. When an agent log on to a keyset, calls are forwarded from
the phantom to the agent’s location. When the agent logs out, calls are forwarded to their
logged out destination.
7.5.1.3 What doesn’t it do?
The way Hot Desking uses phantoms means that a couple of normal phone system features
are changed:


The DND feature does work when Hot Desking, but DND Override will not work
Reverse transfer has to be entered using the physical extension the agent is logged
into and not their phantom
7.5.1.4 Hot Desking Requirements
Hot Desking requires the following capacity on the phone system.




1 phantom for each Hot Desking agent.
1 Extra phantom for the whole system if using class of service features.
1 ACD agent hunt group for agents to log in and out of.
If agents need to log in across nodes, the ‘Remote ACD Hunt Groups’ premium
features must be enabled.
7.5.1.5 Telephone System Programming
1. Create a phantom for each hot desk
2. Create an agent ID for each hot desk (The phantom numbers and the agent ID’s
should match).
3. Program each phantom as if it were being used as the Hot Desker’s extension.
4. Program the username, description and give it a mailbox if required.
5. Point any direct dial numbers to the phantom devices.
6. Create an ACD agent hunt group for Hot Desking.
7. Add the Hot Desking agents to this hunt group.
8. Add the Hot Desking agents to any other hunt groups they need to be members of
for inbound calls.
7.5.1.6 Basic Settings
The Basic settings tab allows the core configuration values to be programmed, these need to
match what is programmed on the telephone system.
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Figure 7.9
Enable
This option is used to turn the Hot Desking functionality on or off. If the box is greyed out,
Hot Desking has not been licensed, please contact your Inter-Tel reseller to obtain a license
for Hot Desking.
Hot desking Hunt Group
The number of the hunt group that has been programmed on the telephone system for Hot
Desking.
Initial logged out destination
When Hot Desking first starts, this will be the initial destination for all phantoms when
agents are not logged in.
Default class of service (COS) keyset
If the Change class of service option on the Advanced Tab is set, the class of service
extension will be applied to all extensions when an agent logs out.
Default outgoing CLI
It the Change outgoing CLI option on the Advanced Tab is set, this CLI will be applied to all
extensions when an agent logs out.
Keyset programming password
If a programming password has been set on the keyset enter the password in this field.
7.5.1.7 Advanced Options
The advanced options relate to additional Hot Desking settings that can be set up.
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Figure 7.10
Change class of service
When selected, Hot Desking will change the class of service that is set on the phantom
device onto the extension that the agent has logged into. This will enable the agent to only
make calls that they are allowed to make and restrict calls that the agent is not allowed to
make.
Change username
When selected, Hot Desking will change the username and description of the extension the
agent logs into to match their phantom.
Change station speed dials
When enabled Hot Desking will change the station speed dial bins when an agent logs in so
that they match the ones on the associated phantom. To leave the station speed dials in
place leave this option unchecked.
Clear local messages on login
When enabled any messages on the extension will be cleared when the agent logs in. If this
is left unchecked the extension messages and phantom messages will both be shown on the
extension.
Logged out messages
When this option is not enabled, messages will only notify an extension when the Hot
Desking is logged in. When selected, if calls are forwarded to another extension upon
logout, this extension will be notified about the forwarding Hot Desking agent’s messages.
Change outgoing CLI
When selected, Hot Desking will change the outgoing CLI for the agent that has been set in
the Agent specific settings. If this is left unchecked the Default outgoing CLI will be used. To
set the Caller ID that should be applied to agents please enter the details into the Agent
Specific Settings.
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Clear settings on logout
This option applies to changing the username on the extension. When selected, Hot Desking
will clear the username and description on an extension when an agent logs out. If not
selected, Hot Desking will return the previous username and description to the extension.
Log agents out at midnight
To overcome agents forgetting to log out at the end of the day, Hot Desking can
automatically logout all Hot Desking agents at midnight. To automatically log agents out at
midnight enable this checkbox.
Save logged out destination
When enabled the logged out destination will be saved and applied every time the agent
logs out. If this is not enabled the "Initial logged out destination" will be applied if a forward
is not applied to the phantom device.
Example: Agent A is on sick leave. Agent A’s logged out destination is set to be Agent B’s
Hot Desking ID. When Agent B logs in, they are notified about both Agent A and their own
messages.
7.5.1.8 Screen Control Settings
To allow Hot Desking to be able to control the screen on the extension these settings need
to be completed.
Figure 7.11
Enable
To enable screen control for Hot Desking check this option.
Prompt for pin
If a PIN number is required to login enable this checkbox.
Prompt for login minutes
If a time limit is required for how long the agent should be logged in for enable this
checkbox.
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Agent ID length
Enter the valid agent ID length in this field.
Pin attempts
If using PIN numbers to login select the number of PIN attempts that are allowed.
Screen control CRA
Enter the CRA that has been set up for screen control. In database programming the CRA has
to be set up with enough long pauses in the day and night greetings so that the agent has
time to enter their details, in default we would recommend at least 4 long pauses are set.
Pin change CRA
Enter the CRA that has been set up for changing the PIN for an agent’s login. In database
programming the CRA has to be set up with enough long pauses in the day and night
greetings so that the agent has time to enter their details, in default we would recommend
at least 4 long pauses are set.
7.5.1.9 Agents
The agent specific settings allow different outgoing CLI to be given when an agent is logged
into an extension. A pin number can also be set which has to be entered when the agent logs
in.
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Figure 7.12
The above shown in Figure 7.12 is an example of the agent specific settings. The agent IDs
and descriptions are read in from the phone system. To set a different outgoing CLI for the
agent enter the desired CLI in the corresponding Caller ID field. If a pin number is required
for logging agents in enter the pin number in the PIN field.
7.6 Messaging
This feature enhances voicemail functionality so that a single message can notify more than
one extension. An example of this is where the recall destination of a hunt group is set to
voicemail and typically the supervisor is the only extension with the notification of
outstanding mail.
NOTE: This feature is only available on the Mitel 5000 telephone system.
Multiple message notification will replicate the message light on a list of additional devices
as long as a message is outstanding on the primary extension configured.
7.6.1 Settings
The Settings tab enables the feature to be enabled.
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Figure 7.13
Enable
To enable multiple message notification this checkbox needs to be enabled.
Duplicate Extension Messages
To duplicate voicemail notification on extensions this checkbox needs to be enabled.
7.6.1.1 Duplicate Extension
Mailboxes are added by first inputting the primary extension, and then adding the duplicate
extension, additional extensions can be duplicated by separating the extensions with a
comma.
The process must be repeated for each additional duplicate mailbox.
Figure 7.14
7.7 Night Mode
Night Mode enables the telephone system to be placed into Night Mode based upon a
defined schedule automatically.
NOTE: This feature is only available on the Mitel 5000 telephone system.
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Figure 7.15
7.7.1 Settings
The Settings tab enables the feature to be enabled and basic settings to be configured.
7.7.1.1 Enable night mode control
To enable night mode control this checkbox must be enabled for the Night Mode module to
work.
7.7.1.2 Feature Code
Enter the feature code that is used to put the Inter-Tel phone system into night mode. The
night mode code by default is 9860.
7.7.1.3 Admin keyset
Enter the extension number of the administrator keyset used to put the Inter-Tel phone
system into night mode. Please note the extension has to be idle at the time when the
phone system needs to be put into/taken out of night mode.
7.7.1.4 Same time all week
If the phone system is to go into and come out of night mode at the same times each day,
Monday to Sunday then enter the times that this should be done in the turn on and turn off
boxes.
7.7.2 Daily Settings
If the night mode settings change from day to day, the advance settings must be used, which
allows daily settings for night mode to be made.
To keep the system in night mode throughout the weekend, the on and off times should be
the same.
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Figure 7.16
7.8 SMS
SMS integration can be used with Xarios Phone Manager and a fixed cellular terminal to
send SMS messages from Phone Manager Clients.
NOTE: This feature is only available on the Mitel 5000 telephone system.
7.8.1 Basic
The Basic tab enables the feature to be enabled and basic settings to be configured.
Figure 7.17
7.8.1.1 Enable SMS Integration
To utilise SMS messages to be sent from Phone Manager Clients SMS integration must be
enabled.
7.8.1.2 Password
If a password is entered the same password is required to be entered on the Phone Manager
Client to allow the Clients to be able to send SMS messages.
7.8.2 Cellular Terminals & Email Services
Device Setup allows you to select the communications devices and ports that the fixed
cellular terminal used to send SMS messages and alarm notifications is connected to on the
server that is running Xarios Application Server.
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Figure 7.18
To add a device select new link and enter a description, the port and the settings for the
fixed cellular terminal that are required. The fixed cellular terminal can now be used to send
SMS messages from the DSS Console on a Phone Manager client that has SMS enabled.
NOTE: The fixed cellular terminal requires connection via a spare USB 2.0 connection, see
http://www.xarios.com for compatible terminals.
7.9 Time Sync
Time Sync is a simple module that synchronises the time on the phone system once a day
with the time on the server running Xarios Application Server. Any timing changes made on
the server will automatically trip through to the phone system (e.g. Daylight saving time).
NOTE: This feature is only available on the Mitel 5000 telephone system.
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Figure 7.19
7.9.1 Enable
When this box is checked, Time Sync is enabled. To disable Time Sync uncheck this option.
7.9.2 Feature Codes
Enter the feature code of the Mitel phone system used to set the time.
7.9.3 Admin Keyset
Enter the extension number of the administrator keyset used to set the time. Please note
the extension has to be idle at the time of the synchronisation time to allow the software to
change the time on the phone system.
7.9.4 Synchronise time
The time of day to synchronise the phone system time with the time on the server running
the Application Server.
7.9.5 Date Format
Select the correct date format being used on the phone system from DD/MM/YYYY and
MM/DD/YYYY.
7.9.6 Time Format
Select the correct time format being used on the phone system from 12-hour and 24-hour
7.10 Web Callback
Web Call-back is a ‘Web call me’ module, designed to bring customers browsing a website in
contact with a call centre agent. The architecture of the Web Call back process is show in .
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Figure 7.20
To utilise Web Call-back a valid email address and POP3 server are required as shown in
Figure 7.21.
Figure 7.21
7.10.1 Web Callback call requests
Web Callback allows website users to request a call back from a company representative
simply by clicking a button. Agents log into the Web Callback using the client. When a call
back request is received, all the available agents receive a screen pop in the bottom of their
screen. Clicking the screen pop will dial the customer and display the web page they were
looking at when they requested the call back.
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In order for Web Callback to work the Enable Web Call-back functionality box must be
checked. In addition to this a valid POP3 Server and email address must be specified and the
correct password for the email account must be entered.
NOTE: This feature is only available on the Mitel 5000 telephone system.
The Web Call back systems uses emails to accept request as sample email is shown below:
From: Customer X
Sent: 15 January 2008 13:25
To: '[email protected]'
Subject: Web Call Back – Xarios Tech Support
[Name: John Smith]
[Phone: 0845 373 6880]
[Webpage: www.xarios.com/support]
[Skill: XariosTechSupport]
The above example email would be sent via the website after the customer has filled in the
details, i.e. their phone number and when they want the call back to take place.
The email would then be delivered to the [email protected] address where the
Xarios Application Server would pick up the email and then distribute this to the agents that
are currently logged into the XariosTechSupport skill group.
7.10.2 Basic
The Settings tab enables the feature to be enabled and basic settings to be configured as
shown in Figure 7.21.
7.10.2.1 Enable
Set this to enable web callback requests to be processed.
7.10.2.2 POP3 server
Enter the IP Address or hostname of the POP3 email server to connect to.
7.10.2.3 Email account
Enter the email account to use to query for requests.
7.10.2.4 Password
Enter the password for the email account to query for requests.
7.10.2.5 Polling Timer
The polling timer is the rate at which Xarios Application Server checks the POP3 email
account for web call back requests. Reducing the polling timer will increase the response by
staff to web call back requests but will also put an additional strain on server and network
resources.
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7.10.2.6 Loop Limit
The loop limit is a global setting indicating how many times a web call-back will be offered
out to agents until it is classed as dead and no longer attempted.
7.10.3 Skills
Defining skills of particular agents allows calls to be directed or targeted to the relevant
members of staff. For example, a call back from the support page of a web site would be
targeted at the Technical Support department whereas a call back from a products page of
the website would be targeted at the Sales Department.
Figure 7.22
The default setting is to have one skill group (Default) that includes all of the agents that are
logged on to the Web Call-back server.
7.10.3.1 Creating Skill Groups
To add a skill, click on the Add button on the Web Callback Skills window.
In the dialogue box that appears the user will be prompted for the name of the skill group
and the hunt group extension number. At this point specific timeouts and loop counts can be
specified.
If there is more than one skill defined then a Recall skill can be selected. This means that if
there is no answer in the targeted skill group then the call is transferred to another skill
group.
Skill groups should map directly to Hunt Groups on the phone system. If a web call is
directed at a certain skill group, then Agents that are members of the corresponding hunt
group will get the pop up.
Using the Edit button, the settings of existing skills groups can be altered. This allows the
user to change all of the settings except the name.
7.10.3.2 Renaming Skill Groups
In order to rename a group a new group has to be created with the new name and the same
settings as the previous one. The old group should then be deleted using the Delete button.
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7.10.4 History
Web Callback History is a feature that allows administrators to monitor the performance of
the Web Call-back feature of their website, as well as the performance of their staff in
responding to the call back request.
Figure 7.23
The Web Callback History window allows administrators to filter through the call back
records in order to analyse performance and check on the status of web call back requests.
This can also allow administrators to produce performance figures for agents, skill groups
etc.
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8 System Status
The status of the system can be monitored from the website using the System Status page.
This is displayed that is shown when you login to the website as shown in Figure 8.1.
Figure 8.1
8.1 Status
The Status tab gives you information on the state of the Application Server Service and the
License Dongle. If any problems are detected then the traffic lights next to each area will
display in orange or red – if no problems are detected then it will show green as in Figure
8.1.
This tab also gives you information about the local drive space available.
8.2 Licensing
The licensing tab shows what this Application Server is licensed for as shown in Figure 8.2.
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Figure 8.2
8.3 Connected Clients
The Connected Clients tab shows the current clients that are connected to this Application
Server as shown in Figure 8.3. It displays the version of the client, the extension they are
associated with, the type of client, the computer and IP address that they are connecting
from and the license this client is using.
Figure 8.3
8.4 Events
The Events tab displays key events that have happened on the system and what module they
occurred in as shown in Figure 8.4.
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Figure 8.4
Using the filter options the types of events can be filtered down to aid in diagnosing any
problems and see what has happened on the system.
8.5 Audit Trail
The Audit Trail tab shows a history of all the user interaction with the website. This provides
a trail of what has changed, who it was changed by and when as shown in Figure 8.5.
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Figure 8.5
8.6 Diagnostics
The Application Server Configuration Tool that is installed on the Application Server can
provide extra diagnostics information when trouble shooting any issues. From the
Application Server console this can be opened by right clicking on the system tray icons and
selecting Application Status as shown in Figure 8.6. This will display the Real-time Status
window as shown in Figure 8.7.
Figure 8.6
8.6.1 Client Real-time Status
This displays the clients that are currently connected to the Application Server and the
associated details of the client. Individual clients can also be disconnected or all clients can
be forcibly disconnected.
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Figure 8.7
8.6.1.1 Extension
The status window shows the extension number that is associated with the Phone Manager
that is connected to the Application Server.
8.6.1.2 License
The license level that is being utilised is also given. This allows a system administrator to
easily and quickly see where their licenses for Phone Manager are being used.
8.6.1.3 Version
The Version field shows the client version that is running.
8.6.1.4 Hostname
The Hostname is the name of the machine that the Phone Manager client is running on. This
allows a system administrator to tell which machine is running which client.
8.6.1.5 IP Address
The IP Address field show the current IP address of the machine that the Phone Manager
client is running on. This allows a system administrator to tell which machine is running
which client.
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8.6.1.6 Username
The Username field shows the current username that is logged into the machine running the
Phone Manager client.
8.6.1.7 Name
The Name field shows the name of the application that is currently connected.
8.6.1.8 Duration
The Duration field show how long the client has been connected for.
8.6.1.9 Connect Time
The Connect Time field shows the time and date that the Phone Manager client connected
to the Application Server.
8.6.1.10 Disconnect All Clients
The Disconnect All Clients button
can be used to disconnect all clients that are
currently connected to the Xarios Application Server.
8.6.1.11 Disconnect Selected Clients
The Disconnect Selected Clients button
can be used to disconnect all the clients that
are currently highlighted in the status window.
8.6.1.12 Refresh Client List
The Refresh Client List button
can be used to refresh the list of clients that are
currently connected to the Application Server.
8.6.2 Hot Desking Real-time Status
The Hot Desking Status window will show all events that relate to Hot Desking that take
place through the Xarios Application Server. Please note the events will only be shown when
the status window is open.
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Figure 8.8
In the example shown in Figure 8.8, you can see when agents log out of the Hot Desking
hunt group, and when they log in which includes the node that they are connected to and
the extension in the format [Node]: [Extension], so in the above example agent 1035 has
logged in on node 1 on extension 1221.
8.6.2.1 Save Hot Desking Events
The Hot Desking events can be saved to a text file by selecting the Save button
you will be asked to specify a file name.
where
8.6.2.2 Clear Hot Desking Event Window
You can clear the events that are currently in the Hot Desking event window by selecting the
clear events button
be cleared.
all events that are currently in the Hot Desking window will now
8.6.2.3 Pause Hot Desking Events
The Hot Desking events can be paused by selecting the pause button
then be resumed by selecting the play button
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8.6.3 Web Callback Real-time Status
The Web Callback Status window will show all events that relate to Web Callbacks that take
place through the Xarios Application Server. Please note the events will only be shown when
the status window is open.
Figure 8.9
In the example in Figure 8.9, you can see when a Web Call-back is received and when a Web
Call-back has been accepted and by which agent.
8.6.3.1 Save Web Callback Events
The Web Call-back events can be saved to a text file by selecting the Save button
where you will be asked to specify a file name.
8.6.3.2 Clear Web Callback Event Window
You can clear the events that are currently in the Web Call-back event window by selecting
the clear events button
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8.6.3.3 Pause Web Callback Events
The Web Call-back events can be paused by selecting the pause button
then be resumed by selecting the play button
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9 Maintenance
The Application Server uses standard Microsoft technologies, i.e. Microsoft SQL Server and
Microsoft Internet Information Services (IIS). This enables standard Microsoft maintenance
tools to be used to perform any backup operations.
The main configuration settings for the Application Server are stored within the Microsoft
SQL Server database, with only the basic database & website connectivity settings saved in
the registry. Backing up of the database will provide the ability to be able to restore the
Application Server to full working order in case of hardware failure of the server or
corruption of the Operating System.
The follow sections detail how to backup and restore the database.
If the Application Server needs to be restored to a different server the following process can
be used.





Install the latest Application Server install.
Restore the last Application Server database backup from the old server.
Move the license dongle from the old server to the new server.
Run the Application Server Configuration tool and Check the database (see Database
Connection setup).
Start the Application Server service.
NOTE: Ensure that the version of the Application Server that is been installed on the new
server is the same or later version.
9.1 Backup
To perform a backup of the database the Microsoft SQL Server Management Studio Express
tool can be used and this is normally installed at the same time. From the Application Server
log on with a user account with local Administrator rights and select the SQL Server
Management Studio Express option from the Start Menu as shown in Figure 9.1
Figure 9.1
To find the database that the Application Server is using right click on the Application Server
Configuration tool icon and select database settings as shown in Figure 9.2.
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Figure 9.2
Connect to the Application Server database that is been used (this would have been set
during the install) as shown in Figure 9.3.
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Figure 9.3
Expand the database and right click on the ApplicationServer database to display the Back
Up.. options as shown in Figure 9.4.
Figure 9.4
The Back Up Database will then be displayed as shown in Figure 9.5. Ensure that the
ApplicationServer database is selected in the Source, that the Backup type is set to Full and
then enter a friendly name for this backup in the Backup set -> Name field. Click on the Add
button to select the location and the filename to save the backup to.
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Figure 9.5
NOTE: For more details on backing up Microsoft SQL Server databases, including
scheduling backups follow this MSDN link:
http://msdn.microsoft.com/en-us/library/ms189621(v=SQL.90).aspx
9.2 Restore
To perform a restore of the database the Microsoft SQL Server Management Studio Express
tool can be used. From the Application Server log on with a user account with local
Administrator rights and select the SQL Server Management Studio Express option from the
Start Menu as shown in Figure 9.1
The Application Server service needs to be stopped before restoring the database. Select the
Stop Application Server option from the Application Server Configuration tool as shown in
Figure 9.6 to stop the service.
Figure 9.6
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Once connected to the database right click on the database to restore to and select the
Database… option as shown in Figure 9.7.
Figure 9.7
NOTE: This process will overwrite the entire database that is been restored to. Use
extreme caution to ensure the correct database is selected.
The Restore Database window will be displayed as shown in Figure 9.8. Select the
ApplicationServer database to restore to, change the Source to be From device and then click
on the … button to select the database file to use.
Figure 9.8
NOTE: For more details on restoring Microsoft SQL Server databases follow this MSDN link:
http://msdn.microsoft.com/en-us/library/ms189621(v=SQL.90).aspx
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9.3 Upgrades
9.3.1 Software
When a new release of the Application Server software is available then the new install can
be run over the existing installation. When the installation is complete the Application Server
Configuration tool should be run in order to update the current database to this version. See
the Database Connection section for details.
9.3.2 Licensing
If the Application Server is running with a software based license key and an upgrade is
requested this will normally require a hardware USB license dongle is provided. Once the
USB dongle is received this needs to be connected to a free USB 2.0 port on the Application
Server server. Then the Application Server service can then be restarted for the new license
details to be retrieved.
NOTE: Once the USB dongle has been connected and the Application Server service
restarted the software license becomes invalid.
If the Application Server already has a USB license dongle then a dongle update executable
(dongleupdate.exe) will be available from http://www.xarios.com for this site. This file needs
to be copied onto the Application Server server and run using an account with Administrator
permissions. When the dongleupdate.exe is run the Xarios License Update will be displayed
as shown in Figure 9.9.
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Figure 9.9
Follow the instructions and ensure the update will apply the new licenses that you expect
and then click on Update. Once complete, restart the Application Server service for the
changes to take effect.
NOTE: The dongleupdate.exe will only update the USB dongle with the correct site id.
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10 Troubleshooting
The following section details the potential problems that may be found when installing or
configuring the Application Server.
Sympton
Resolution
When running the installation if you receive the
error “Microsoft .NET Framework 4.0 Full
package or greater needs to be installed for this
installation to continue” then the .Net
Framework 4.0 Full version needs to be
installed.
NOTE: This is different to the .Net Framework 4
Client Profile.
This can be downloaded from here:
http://www.microsoft.com/download/en/detail
s.aspx?id=17851
The Application Server service is not running.
Start the Application Server service. See Starting
the Application Server Service section.
The connection details (IP address /hostname
/port) are incorrect or not accessible from the
server. Ensure no firewalls are preventing
connection and the details are correct. See the
Telephone System Connection section.
The USB license dongle cannot be found, ensure
that it is plugged in and the dongle drivers are
installed. See Hardware USB Dongle Licensing
section.
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The USB dongle is not connected or the dongle
drivers are not installed. See Hardware USB
Dongle Licensing section.
If this is a software license key then it may not
have been registered. See Registering a Software
license section.
The Application Server website cannot be displayed. Check that the website site is running
and that you are connecting to the correct IP address/hostname and port. See Website
Connection section.
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The Microsoft IIS Windows component is not installed. For Windows 2003/XP from the
Windows Control Panel select Add or Remove Programs -> Add/Remove Windows
Components -> Application Server -> Details and then select Internet Information Services
(IIS) and ASP.NET and click Ok.
If this is running on a 64 bit version of Windows then ensure that 32 bit support has been
enabled on the webserver. See the Error! Reference source not found. section.
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Application Server Technical Manual
Xarios Ltd.
HTTP 503.19 Errors are displayed when you try and connect to the Application Server
website that is running on Microsoft Small Business Server 2008.
See Knowledge Base Article 10160.
https://portal.xarios.com/Support/KB/Article.aspx?id=10160
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