- TSP
REQUIRED DATATEX SOFTWARE
- Ruby2
- RubyTAPI
- Topaz
TSP:
- Siemens HiPath TAPI 120/170 V2.0 TAPI 2.2 Service Provider(HcmO_3rd.tsp).
Configure the TSP with the agent extensions as TAPI devices.
Each TAPI device must be named "EXTxxxx", where xxxx is the agent's extension.
Check that the TSP is working correctly using the Monitor program (available on request from Datatex).
TOPAZ:
- Under Setup -> Properties -> Network/FrontOffice, set the Ruby server IP address and set the port to 20000.
Tick the "Enabled" checkbox.
Under Data -> Extensions, tick "Ruby Extension" for each extension
RubyTAPI
- Go to CONFIGURE -> RUBY. Under RUBY, enter the host and port (default 20000) of the Ruby server. Under PABX, select Siemens HiPath 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 Siemens HiPath TSP should be added to the Monitored list.
Under the QUEUE tab, add a group and enter the group devices you added to the TSP, along with the corresponding group number in Ruby. You can leave DID blank.
Under the TOPAZ tab, enter the Topaz IP and port (default 25000).
Make sure that "Send CLI" is ticked.
- Group configuration
Go to CONFIGURE -> GROUPS.
Add your groups to Ruby. Don't base your group numbers on the PABX 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 Siemens HiPath sends 001, add a group lookup with DID / PABX group = 001, and Ruby group 1.
Agent configuration:
- Go to CONFIGURE -> AGENTS.
Add all the agents under Ruby, using the virtual extension / agent code from the PABX as Ruby's AGENT CODE field. Use the agent's physical extension as Ruby's EXTENSION field. Use the Windows login / username as the Ruby LOGIN field. If you have hotseats (agents move around), you may need to skip one or more of these fields.
If your agents don't have their own unique login for Windows, or you don't use computers, leave the LOGIN field blank.
If your agents can sit at different desks, but use the same agent code at each phone they sit at, leave the EXTENSION field blank.
If your agents don't have agent codes, but always sit at the same desk,
make up an agent code for the agent. DO NOT USE THE AGENTS EXTENSION.
For more details see forum post: How to add an agent to RUBY?