Real-time call data: Mitel ----> Mitel TSP ----> Microsoft TAPI ----> RubyTAPI ----> Ruby
Queue data: Mitel ----> TCP port 15373 ----> ACD PABX3 ----> Ruby
If your Mitel doesn't give "K" records in the ACD data, you need to run the
Mitel_Q program as well. This program looks at the "Q" records and generates
the appropriate data for Ruby.
Real-time queue data: Mitel ----> TCP port 15373 ----> Mitel_Q ----> Ruby
Thus, there are 5 or 6 programs which need to be configured, in addition
to the Mitel PABX and the Mitel TSP. These are the SMDR PABX3, Topaz,
RubyTAPI, ACD PABX3, Ruby and the Mitel_Q program (if needed).
Required Datatex Software:
- When a RUBY server is purchased from Datatex the software listed below is
installed. Please see detailed instructions below for setup at the site.
SMDR PABX3,
PABX3 must be used with the certified mitel 3300 icp plugin,
'plg-mitel_3300icp_certified-2006_5_19_3.exe' or newer.
Available on the internet: http://www.datatex.co.za -> member area -> login -> topaz -> plugins
Topaz,
Update available on the internet: http://www.datatex.co.za -> member area -> login -> topaz
'tpz-topaz-update-1_7_5_4.exe' or newer.
RubyTAPI,
Update available on the internet: http://www.datatex.co.za -> member area -> login -> ruby
'rby-rubytapi-update-2_3_9_10.exe' or newer.
ACD PABX3,
a Second PABX3 must be used with the ACD mitel plugin,
available on the internet: http://www.datatex.co.za -> member area -> login -> topaz -> plugins
'tpz-ruby-plugin-2005_5_23_0.exe' or newer. An End of Line Character of 3 or 2 must be used.
Ruby,
Update available on the internet: http://www.datatex.co.za -> member area -> login -> ruby
'rby-server-update-2_3_10_1.exe' or newer
the Mitel_Q program (if needed).
Available on request from support@datatex.co.za for RUBY clients.
Third Party: Mitel PABX configuration
- We only monitor physical extensions on the Mitel with TAPI.
You can’t configure virtual extensions as monitored devices on the Mitel TAPI
On the Mitel you have to configure the extensions as Description (EXT)
e.g. Leon van Heerden (306). The RubyTAPI only sees these values on the devices
list and not the extensions. Then it uses the Description and brackets to
identify if it is a valid device.
The extensions that needs to be monitored and controlled need to be in a Class
of Service that has been configured to allow TAPI Monitoring and TAPI Control.
The installation of the TSP and configuration of the PABX must be done
by your Mitel service provider.
In the Configuration of the system ( System Administration )
under Class of Service assignment,
the HCI/CTI/TAPI Call Control and
Monitoring Allowed must both be set to Yes.
Ensure that all Class of Service setup is correct before trying to use the
TAPI/CTI facilities, since it will not work correctly if not setup.
For use with plugin: PMitel_3300icp_Certified.dll
This plugin has been tested at Mitel in South Africa with
release 6 and 7 of the system software.
NOTE : The settings below are done in the
Mitel Networks 3300 Integrated Communications Platform (ICP)
If these settings are not used, the plugin will not function correctly.
SMDR Options Assignment
DASS II - Call Charge Information Provided No
Extended Digit Length Yes
MCD - Report Transfers All
Network Format Yes
Report Account Codes Yes
Report Incoming Calls Yes
Report Internal Calls Yes
Report Meter Pulses No
Report Outgoing Calls Yes
SMDR Meter Unit Per Station No
SMDR Record Transfer Yes
System Identification 101
Time Change Reporting Yes
Twenty-four Hour Time Reporting Yes
ANI/DNIS/ISDN/CLASS Number Delivery Reporting Yes
SMDR Real Time Reporting No
OLI Node ID Format for Incoming Trunk Calls Yes
Extended Time To Answer Yes
SMDR File Transfer No
Standardized Network OLI Yes
Standardized Call ID Format Yes
Suite Services Reporting No
Report Internal Unanswered Calls Yes
SMDR Extended Reporting Level 1 Yes
Report Attendant Name No
Account Code Reporting for Internal Calls Yes
Tag Call Reporting No
Tag Call Identifier
Path Reporting for Internal ACD2 Calls Yes
Number of destination address digits to mask 0
Notes:
The "System Identification" must have a value, if it is blank when
you try to save it will ask for a value. If this is not used at your
site, just enter "101" as the value.
Do not use the "SMDR Real Time Reporting" facility with this plugin.
These settings will not affect the use of the Mitel cell centre software.
License and Option Selection
Purchased Options
(Not relevant)
Configuration Options
Country: Your country
Networking Options: Yes
Mitel/Tapi Computer Integration: Yes
Extended Agent Group: No
Maximum Elements per Cluster: 30
Mitel TSP
Enter the PABX IP.
Add each extension and group that must be monitored to the list of TAPI devices.
Make sure the extension devices are named EXTxxxx where xxxx is the extension
number. Make sure group devices are named GRPxxxx where xxxx is the group number.
Restart the PC after making changes here
SMDR PABX3
[PABX3 -> OPTIONS -> NETWORK]
tick "Enable Network"
enter the "listen port" (Default: 25001)
enter the TOPAZ IP and port (Default: 127.0.0.1 and 25000)
tick "Enable TCP connect"
(This following information should be available from the PABX suppliers)
enter the IP address of the PABX
enter the port number that the PABX is listening on (default 1752 for SMDR).
[PABX3 -> OPTIONS -> RUBY CALL CENTRE]
The example below shows a configuration for 10 groups. In this case, 127.0.0.1 is
IP address of the Ruby Server.
Value Start Length Host IP Port T P 34 1 127.0.0.1 20000 T 001 39 3 127.0.0.1 20000 T 002 39 3 127.0.0.1 20000 T 003 39 3 127.0.0.1 20000 T 004 39 3 127.0.0.1 20000 T 005 39 3 127.0.0.1 20000 T 006 39 3 127.0.0.1 20000 T 007 39 3 127.0.0.1 20000 T 008 39 3 127.0.0.1 20000 T 009 39 3 127.0.0.1 20000 T 010 39 3 127.0.0.1 20000 T
Sample of call string: configured on posision 34:
The exact format depends on the Mitel, but basically looks like this:
01/31 07:19 00:00:07 T002 **** P006 002 P006I P005 001 0437400325 5304
In this case, the group is considered to be "006" (after the first "P").
The date/time format can be one of the following:
01/31 07:19 00:00:07
01/31 07:19 0000:00:07
01/31 07:19:00 0000:00:07
Make sure you use the ACD Mitel plugin released on 20080917.
Topaz
Go to "SETUP -> Data -> Extensions".
Tick "Ruby Extension" for each extension which is in the Call Centre.
Also tick "Ruby Extension" for each agent code / virtual extension.
Go to "SETUP -> Properties -> Network / FrontOffice".
Tick "Ruby Call Centre"
RubyTAPI
Go to CONFIGURE -> RUBY. Under RUBY, enter the host and port (default
20000) of the Ruby server. Under PABX, select Mitel 3300 ICP from
the drop-down list. Make sure that Log Level is set to "Errors only".
Do not enable Wrap-up time.
Under the EXTENSIONS tab, set "Number of digits" to the length of
your extensions. Under TAPI devices, just click on "Add all". All the
extensions you configured under the Mitel TSP should be added to the
Monitored list.
Under the QUEUE tab, you do not have to configure anything. This is being
handled by the ACD PABX3 and Mitel_Q programs.
Under the TOPAZ tab, enter the Topaz IP and port (default 25000).
Make sure that "Send CLI" is ticked.
ACD PABX3
[PABX3 -> OPTIONS -> NETWORK]
tick "Enable Network"
enter the "listen port" (Default: 25100)
enter the TOPAZ IP and port (Default: 127.0.0.1 and 25000)
tick "Enable TCP connect"
(This following information should be available from the PABX suppliers)
enter the IP address of the PABX
enter the port number that the PABX is listening on (default 15373 for ACD).
To capture the ACD data we need the correct end of line character.
default is normally 10, but it can also be 3 (PABX3->COMMUNICATIONS->EolChar).
[PABX3 -> OPTIONS -> RUBY CALL CENTRE]
The example below shows the standard configuration. In this case,
127.0.0.1 is IP address of the Ruby Server.
Value Start Length Host IP Port T A 4 1 127.0.0.1 20000 F B 4 1 127.0.0.1 20000 F C 4 1 127.0.0.1 20000 F D 4 1 127.0.0.1 20000 F K 4 1 127.0.0.1 20000 F
Description of strings configured:
'A': Agent login
'B': Agent logout
'C': Set DND
'D': Unset DND
'E': Set Make Busy
'F': Clear Make Busy
'K': queue info
'P': Hold Abandon
In the examples below, "s" is STX (decimal 2) and "e" is ETX (decimal 3).
STX stands for "start of text", and ETX stands for "end of text".
Sample of rawdata:
s18A0759314515 8015 00e
s31B0815204503 8001 00e
s76E0801094501 7002 00e
s08F0808044504 8011 00e
s35K00011400100000000000000000e
s90P1248395387 6002 00e
Please note: Your Mitel might not support 'K' packets, it will then be sent
as 'Q' packets. If you receive 'Q' packet from the ACD port, do not run the MitelQ
program.
The ACD PABX3 rawdata is written to the rawdata folder of the ACD pabx3.exe,
see sample entries below.
Sample of packet and description:
'A': Agent login
s18A0759314515 8015 00e
Sequence number: 18
Type: "A"
Time: 07:59:31
Directory number: 4515
Agent ID: 8015
'B': Agent logout
s31B0815204503 8001 00e
Sequence number: 31
Type: "B"
Time: 08:15:20
Directory number: 4503
Agent ID: 8001
'E': Set Make Busy
s76E0801094501 7002 00e
Sequence number: 76
Type: "E"
Time: 08:01:09
Directory number: 4501
Agent ID: 7002
'F': Clear Make Busy
s08F0808044504 8011 00e
Sequence number: 08
Type: "F"
Time: 08:08:04
Directory number: 4504
Agent ID: 8011
'K': queue info
s35K00011400100000000000000000e
Sequence number: 35
Type: "K"
Time: 00:01:14
Group: 001
Num of calls: 000
Num of active agents: 000
Longest queue time: 0000 (actually 2 digits for minutes and seconds,
so if it was 0306, it would be 3*60 + 6 or 03:06)
The last 7 bytes before the ETX is not documented.
'P': Hold Abanded
s90P1248395387 6002 00e
Sequence number: 90
Type: "P"
Time: 12:48:39
Directory number: 5387
Agent ID: 6002
Sample of K packet and description:
s57K12031600200100000000000000Me
+= Squence number
| += Action
| | + Time
| | | += Group
| | | | += Queued calls
| | | | | + Agents logged in
| | | | | | += Longest Queue Time
| | | | | | |
57 K 120316 002 001 000 0000 000 0000
Ruby
Group configuration
Go to CONFIGURE -> GROUPS.
Add your groups to Ruby. Don't base your group numbers on the
Mitel groups. You may change your configuration one day and it will
cause problems with historical data. Create your own group numbers.
If you have groups which come through with a different group number
than the Ruby group number (i.e. you listened to the previous
suggestion), you need to configure Group lookups.
Go to CONFIGURE -> GROUP LOOKUPS,
This is very common, and easy to set up. For example, if you have Ruby
group 1, but the Mitel sends 001, add a group lookup with DID / PABX group
= 001, and Ruby group 1.
Agent configuration
In RUBY Server go to CONFIGURE -> AGENTS. ALSO SEE How do I add an agent in RUBY?
Add all the agents under Ruby:
CODE:
using the virtual extension / agent code / agent login from the PABX as Ruby's
AGENT 'CODE' field.
DEFAULT EXTENSION:
Use the agent's physical extension as Ruby's EXTENSION field.
LOGIN:
Use the Windows login / username as the RUBY 'LOGIN' field (network login).
If you have hotseats (agents move around), you may need to skip one or more
of these fields.
Things to keep in mind when you configure the agents:
If your agents don't have their own unique login for Windows, or you
don't use computers, always leave the LOGIN field blank.
If your agents can sit at different desks, but use the same
agent code/agent login/virtual extension at each phone they sit at, always
leave the DEFAULT EXTENSION field blank.
If your agents don't have agent codes/agent login/virtual extension,
but always sit at the same desk, then 'make up an agent code' for the agent.
DO NOT USE THE AGENTS ACTUAL PHYSICAL EXTENSION NUMBER in the CODE field,
as RUBY will detect that it is an extension. If you want to use the
extension, for example 123, then add the agent CODE as for example C123
(use a prefix). Add the physical extension under 'DEFAULT EXTENSION'.
Configure the PC's IP(must be a static IP) to the physical extension
(RUBY Server -> Configure -> Extensions & IP).
If your agents don't have agent codes/agent login/virtual extension
and does not sit at the same desk, then 'make up an agent code' for the
agent. DO NOT USE THE AGENTS ACTUAL PHYSICAL EXTENSION NUMBER in the
CODE field, as RUBY will detect that it is an extension. If you want to
use the extension, for example 123, then add the agent CODE as for
example C123 (use a prefix). You will require a PCBoard for these agents.
RUBY needs to know which agent is using which extension and which group
the call belongs to. The PCBoard will link the Windows login to the
agent configure to it. This will enable RUBY to calculate the calls for
the extension in use. Note that if PCBoard is not running, you will have
no logging of calls for the agent in question. Configure the PC's IP
(must be a static IP) to the physical extension
(RUBY Server -> Configure -> Extensions & IP).
Mitel_Q
You only need Mitel_Q if your PABX does not generate "K" records (see ACD PABX3).
If you use it, a typical INI configuration will look like this:
[PABX]
HOST=Mitel IP address
PORT=15373
SMDRPORT=1752
[RUBY]
HOST=Ruby IP address
PORT=20000
GROUPS=001,002,003,004,005,006,007,008,009,010
GROUPS is a comma-seperated list of group numbers which must be sent to Ruby.