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Easy Trunk 'Know How'
Questions you are too afraid to ask!
Learn some Easy 'Know How'
What is an IVR Node?
One of the accounts on pbxnsip is an IVR node. An IVR node is a single node which could part of a complex tree structure of multiple nodes. For example you could create your own routing and call handling with 10 IVR nodes and make your own Auto Attendant.
What is the SOAP CDR Mechanism?
When a call is completed on the PBX, pbxnsip will fire off an HTTP call to a pre-defined HTTP URL and script.
The PBX sends a SOAP call to the HTTP URL. The script is responsible for parsing the XML packet and saving the data to a database.
Why use SIP short Headers?
Sometimes in remote connections or hosted environments the packet for the Authentication process takes the call above the MTU size of the router.
In this situation you can do 2 things to help reduce the packet size.
1. Switch on SIP Short Headers
2. Reduce the size of the domain name
What is SNMP?
SNMP stands for Simple Network Management Protocol.
A standard for gathering statistical data about network traffic and the behaviour of network components, SNMP uses management information bases (MIBs), which define what information is available from any manageable network device.
The pbx has several MIBs, Click here to view the wiki for information on pbxnsip SNMP and MIBs
What is IP Access Control?
The PBX can restrict the IP addresses allowed access to the PBX. This gives administrators of the PBX full control of who can and can't communicate with the PBX.
What is IP Routing List?
An example IP Routing List maybe: 192.168.1.0/255.255.255.0/192.168.1.10 0.0.0.0/0.0.0.0/82.136.29.1
This means the following:
If you send it to 192.168.1.0/255.255.255.0 replace it with 192.168.1.10
else
If you send it to 0.0.0.0/0.0.0.0 then replace it with 82.136.29.1
This will allow the PBX to write the header information in the SIP headers so that remote users can login and work from outside of the network. The public IP address needs to be mapped to the Private ip address in the router.
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Agent Group/ACD 'Know How'
Some questions Agent Groups (ACDs)
What is an Agent Group? - 'Know How' -
A Agent Group is sometimes called an ACD.
An Agent group allows you to place callers in a queue. The calls are queued up and played music on hold along with recorded messages until an agent becomes available.
Agents log in and log out of the agent group. If logged in and not on a call, they are free to have calls routed to their phone for pick-up. Agent group functionality is used by companies who handle call centre type of work.
Call Priority - 'Know How' -
This can be the Queue Entry time OR if required, try and pull out specific callers when the agent who last answered the call becomes available.
Gap between announcements - 'Know How' -
The time specified between recorded announcements. During this time music on hold will be played.
Agent recovery time - 'Know How'
When an agent finishes one call, how long do they get before another call can be placed to them?
Send IM to these extensions: - 'Know How'
the pbx can send basic Instant Message (IM) to extensions. Very handy if the supervisor wants to monitor the queue.
What Algorithm is used for distributing the calls? - 'Know How'
The choice is yours...
1. As per your specified agent listing (the order you listed the agents in)
2. Random
3. The longest idle agent first
Add in extra agents as calls ring - 'Know How'
The agent group may be configured to add more agents into the ringing state of a queue after a pre-configured time in seconds.
For example... a call comes out of the queue and enters a ringing state. The first agent fails to pick-up the call, you could configure the Agent Group to add more agents in 'x' seconds later and you can also specify the number of agents to be added to the 'ringing' state.
Special handling as calls reach the head of the queue - 'Know How'
When a caller reaches the head of the queue or has waited in the queue for a period of time, the pbx can be configured to handle these calls in a different way.
For example... extra agents could be dropped into the queue or redirect the call to another Agent Group or any other account on the system.
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