NEC Univerge SV8100 User manual

1 | P a g e
SV8100 MyCalls Console Installation Manual
Version 1.2 for MyCalls 4.6.0.4

2 | P a g e
Revision History
Version
Date
Notes
1.0
5th November 2014
1st Release
1.1
5th December 2014
Release for 4.5.0.8
1.2
1st November 2015
Release for 4.6.0.4

3 | P a g e
Table of Contents
Installation Process .................................................................................................................................5
Description..............................................................................................................................................5
Standard Features...............................................................................................................................6
Advanced Features .............................................................................................................................7
How it Works...........................................................................................................................................8
PBX Configuration ...................................................................................................................................9
Virtual Extensions ...............................................................................................................................9
Pre Routing Department Group........................................................................................................11
Class of Service..................................................................................................................................12
Miscellaneous ...................................................................................................................................14
Line Keys and Call Appearance Keys.................................................................................................14
Routing Calls to the Operator Console .............................................................................................14
Resilience ..............................................................................................................................................15
3rd Party TAPI Driver..............................................................................................................................16
MyCalls Configuration...........................................................................................................................17
Collector Configuration.....................................................................................................................18
MyCalls Configuration.......................................................................................................................20
Creating Console Users .....................................................................................................................23
Console Configuration ......................................................................................................................25
Configure Operator Console User Options .......................................................................................28
Configure Operator Managed DDI’s .................................................................................................29
Assign Operator Console Users to DDI’s...........................................................................................30
Advanced Routing Features..................................................................................................................31
Using the Operator Console.................................................................................................................. 33
The Default Action Button ................................................................................................................34
Answering Calls.................................................................................................................................35
The Quick Find Window....................................................................................................................36
Action Buttons ..................................................................................................................................37
Transferring Calls .............................................................................................................................. 39
Putting Calls on Hold.........................................................................................................................41
Managed Park ...............................................................................................................................42
System Park...................................................................................................................................43
Hold...............................................................................................................................................43

4 | P a g e
Reference Documents...........................................................................................................................44
Installing TAPI on a Different PC to the MyCalls Server........................................................................45
Disable the Service on the MyCalls Server........................................................................................45
Carry out The Custom Install.............................................................................................................47

5 | P a g e
Installation Process
This manual assumes that you are familiar with system programming on the SV8100 and MyCalls.
The MyCalls server should be installed in the usual manner as described in the MyCalls Installation
manual. The console requires the PBX to be configured as described in this manual, if any of the
programming is overlooked then the console will not function correctly.
Description
The MyCalls Operator Console is a user friendly application that allows receptionists to quickly
answer calls and route them to the desired destination. An Operator can see calls waiting to be
answered and the status of extensions on the PBX. The operator is complimented by the Presence
functionality in MyCalls which allows PBX users to specify if they are ‘in the office’ and available to
take calls. Multiple Operators can be used and calls can be effectively delivered across the different
users.
There are a set of standard features available with the console as standard and an advanced license
is available also. The operator console can be used stand alone or in combination with any of the
other MyCalls products.
License
Description
EU000280
1 Standard Console User License. Licensing is concurrent for the
Operator Console, therefore 1 of these licenses is required for each
user that will be logged in at the same time.
EU000281
Operator Console Advanced License. This is site wide license that
allows all Operator Console users to use the advanced features.
The standard Operator console also comes with 10 Presence users that can use the Outlook ©
plugin. Details of setting up presence can be found in the MyCalls End User Guide.

6 | P a g e
Standard Features
Standard Operator Console features are summarised in the table below.
Feature
Description
Calls Waiting
See a list of calls waiting to be answered. Details such as
CLI, DDI and wait time are displayed.
Active Call
See the active calls and its history. Notes can be added
to calls and are displayed against the call.
Calls Being Transferred
A list of calls that the operator is transferring.
Calls on Hold
A list of calls the operator has put on hold.
Quick Search
Find extensions, users and speed dials and transfer calls
to them.
Customisable BLF view
Create Action Buttons that can show extension status,
put calls on hold and useful service codes on the PBX.
Call History
See lists of calls handled by the operator and dial from
the list.
Operator Reports
Detailed reporting on the performance of the Operators
Presence
See the presence of other users to know if they are in the
office and available to take a call.
Fail Over
If calls are not answered by the Operator, they can be
overflowed to a single destination.
Call Routing
Call Routing on Longest Waiting Time
.

7 | P a g e
Advanced Features
With the Advanced routing license, you get all the standard console features plus the following.
Feature
Description
Automatic Call Delivery
Calls can be automatically delivered from the calls
waiting area to logged in operators.
Priority Routing
Calls can be prioritised based on CLI or DDI.
Back To Same Operator
Routing
Calls can be routed back to the same operator that
handled previous calls, based on CLI.
Fail over per DDI
Each operator managed DDI can fail over to a different
specified destination.
Wrap up
Operators can be put into a wrap up state after handling
a call for a predetermined period of time. This can give
the operator a brief moment to prepare for answering
the next call.
Unavailable on no answer
If an operator doesn’t answer a call, they can be
automatically made unavailable to prevent further calls
from being delivered to them.

8 | P a g e
How it Works
The MyCalls Console uses 3rd Party TAPI to monitor extensions on the PBX, by doing this it knows
which are free and which are busy. A set of virtual extensions are setup on the PBX that MyCalls is
aware of, these are split into 3 configuration items and carry out different functions. The first set of
virtual extensions is the pre-routing extensions, these extensions are put into a station group and
DDI’s are pointed to the station group. As calls arrive at the station group, MyCalls will redirect
these to extension pool. The extension pool is a set of virtual extensions that is used to deliver calls
to operators. There is also a set of virtual extensions that are used by MyCalls for its managed
parking feature.
Once the call is routed to the operator and answered, then it can be transferred to the intended
destination using the application.
Active Call
Calls Waiting
Directory Search
Calls Being
Transferred by the
operator
Calls held by the
operator
BLF Buttons

9 | P a g e
PBX Configuration
There are several items that need to be configured on the PBX for the operator console to run
correctly. These have been grouped together in PC Pro > Easy Edit > Applications > MyCalls
Console.
Virtual Extensions
DDI Calls arrive at a station group that contains 3 virtual extensions, these are the pre-routing
extensions. The console will monitor calls that arrive at this station group and move them to a group
of predefined virtual extensions, assigning them with the correct priority and to the configured
operator.
Create the pre routing virtual extensions in PC Pro > Easy Edit > Applications > MyCalls Console >
Virtual Extensions. A valid extension number will need to be assigned to an available virtual
extension port and the ports should be labelled Op PreRoute1, Op PreRoute2 and Op PreRout3. The
pre routing extensions also need to be assigned to a designated department group, only the pre
routing extensions should be a member of this group. This priority order should be 1, 2, 3 for each
virtual extension. The extensions should also be assigned to an unused call pickup group to prevent
unwanted devices from picking calls up from these ports.
Below is an example of Virtual Extensions 301, 302 and 303 being assigned to department group 10 /
call pickup group 64.

10 | P a g e
The next set of virtual extensions that next to be created are the routing extensions, these need to
be assigned to an unused department group. This is just a good practice exercise to prevent calls
from being accidently delivered to the routing extensions, calls should never be directly routed to
the routing extensions. The extensions should also be put into an unused call pickup group.
The number of routing extensions that should be created will depend on the number of calls that
need to queue on the system. If you wanted to have up to 10 calls waiting then you would create a
block on 10 extensions.
The extensions should be named Op Route 1, Op Route 2 etc for each extension port that is created.
The example below shows Virtual extensions 304-308.
The final set of virtual extensions that need to be created are for the managed parking bay. The
extensions are used when an Operator performs a managed park using the console. One extension
should be created for each call that could be potentially be in the managed parking bay at the same
time.

11 | P a g e
Pre Routing Department Group
The pre routing department group can be configured in PC Pro > Easy Edit > Applications > MyCalls
Console > Pre Routing Department Group. Only the pre routing extensions should be put into this
group. The group should be given a valid pilot number and a meaningful name. The other options
should be configured as follows.
Item
Setting
All Ring Mode
Manual
Calling Cycle
Priority Routing
Hunting Mode
Stop at last member (non-loop)
Call No Answer Time
0
Enhanced Hunting Type
No hunting
Call Recall Restriction
Enabled (Non-recall)
Here is an example of how it looks in PC Pro, department group 10 has the pilot number 300 and is
called Ops Console. Department Group 11 is named Ops Ports this is only a name and isn’t really
used anywhere.

12 | P a g e
Class of Service
Calls are delivered to the operator console during a specified night mode(s) on the PBX. During
which time some class of service setting have to be applied to any operator’s extension(s) and the
configured virtual extensions. The MyCalls software is responsible for routing calls to the operator’s
extension and also responsible for transfer / recall of un-answered transferred calls.
Class of service settings can be set for each night mode on the PBX, a night mode should be elected
as one that calls will be delivered to the console in. The extensions will need to be put into a class of
service for that night mode and then the options for the class of services configured accordingly.
This first step is to put the operator’s extensions in a separate class of service for the mode when the
console will be used, for example class of service 15 could be dedicated for the operator console.
Repeat the process for all of the virtual extensions.

13 | P a g e
Once the extensions have been put into a class of service then the class of service settings have to be
applied. In class of service settings disable all of the call pickup options, enable Disconnect
Supervision and No Callback.
The operator extensions (not the virtual extensions) have to be assigned to a timer class for the
night mode on the system when calls will be delivered to the operator console.
For the assigned timer class, set all the transfer / recall timers to 0.

14 | P a g e
Miscellaneous
Under the Miscellaneous section of PC Pro make sure the MyCalls Operator Extensions are NOT
listed in the Operator extensions. This references the PBX’s operator functionality and not the
MyCalls Operator functionality. Disconnect Supervision can be enabled system wide here.
Line Keys and Call Appearance Keys
The MyCalls console has been designed to work on a system that doesn’t have Line Keys or Call
Appearance keys programmed on the system. These keys should be removed from all extensions on
the system, the easiest way to do this is to use Easy Edit > Quick Install > Extensions > Function Key
Template.
Routing Calls to the Operator Console
DDI Calls can be routed to the operator by pointing the DDI to the pilot number of the station group
in Easy Edit > Quick Install > Trunks DDI > DDI Routing. This can be achieved by pointing the either
Target 1 directly to the pilot number or target 2 / 3 to 2xx where xx is the station group number.
Calls can be routed to the operator in other ways such as by pointing a single digit VRS option to the
station group pilot number.
Analogue trunks have to be configured as a Direct Incoming Line (DIL.) and then this is pointed to the
station group pilot number.
Dial ‘0’ for the operator. If users on the PBX want to be able to dial ‘0’ for the operator then a virtual
extension number ‘0’ should be created. This should have a fixed call forward to the console station
group against it. Users that dial ‘0’ will in turn be routed through to the console.

15 | P a g e
Resilience
The MyCalls console relies on the MyCalls server being able to talk to the PBX via the 3rd Party TAPI
driver and in turn routes calls to the operator. If for example, the MyCalls server failed and wasn’t
working then calls would not be routed to the operator. It is therefore important to configure a
night mode that the operator can switch the PBX to in case there is a problem. This would allow the
operator to still handle calls if the MyCalls server failed, or was taken out of operation for a period of
time.
The above mentioned method of resilience will be useful when the operator knows there is an issue
with the MyCalls server. If for example, someone had accidently disconnected the PBX from the
network, it turn taking TAPI down there would be no immediate way for the operator to know about
this.
When the Operator console is in normal operation, calls will remain on the pre-routing virtual
extension ports for a very short period of time. If calls have been ringing on the pre-routing ports for
a few seconds, this would indicate an issue. One way to monitor for this event happening would be
to create DSS keys for the pre-routing virtual extensions on the operator(s) phone. To stop this from
interfering with normal operation in the console application, it’s better to put the DSS keys on un-
used keys on the key telephone such as keys 46-48. To allow the Operator to answer calls on these
virtual extensions, the ‘ Automatic Off-Hook Answer for Virtual Keys’ will need to be enabled in the
relevant class of service for the Operators Extension. The virtual extensions will also need to be set
to delayed ring.
When a normal operator console call is received the display on the operator’s handset will show
‘Redirect’ from one of the routing virtual extensions. This means the operator console has routed
the call to the extension as normal. When a call is received on one of the virtual extensions and not
routed by the operator console, it is presented as a normal incoming call to the extension(s.) The
operator will then be able to answer the calls and may want to switch the PBX into a resilience
mode.

16 | P a g e
3rd Party TAPI Driver
MyCalls uses the 3rd Party TAPI driver to move calls around in the operator console and to facilitate
call control. The TAPI driver should be installed on the MyCalls server. There is a separate
installation manual available for the 3rd Party TAPI that details how to install it. The 3rd Party TAPI
driver is also referred to as the 3rd Party CTI driver.
The TAPI driver should be installed in ‘Multiline Mode’ and the starting mode should be “Always
Running.” The TAPI driver will need to be initialised once all of the system programming is
completed and uploaded to the PBX. This will mean that it can read in all of the virtual extensions
that MyCalls will monitor.
If the operator user intends to use a headset then they will need a headset key programming on the
phone. The 3rd Party TAPI driver will also need configuring to use headset mode.
It is possible to install the TAPI driver on a different PC to the MyCalls server, instructions on how to
do this are available further down in this manual.

17 | P a g e
MyCalls Configuration
Once the PBX programming is complete, then all of the MyCalls licenses should be installed on the
PBX. Carry out the installation of the MyCalls server as normal, license MyCalls and do the config
import. Details on how to install the MyCalls server are available in the MyCalls installation manual.
The licensed operator console features can be shown in the MyCalls application in the Help > About
Screen.
These instructions assume that the 3rd Party TAPI driver will be installed on the MyCalls Server, if the
TAPI driver is being installed on a different PC to the MyCalls server, see Installing TAPI on a Different
PC to the MyCalls Server for details.
The standard operator console features are explained first in this document and then the Advanced
Routing features. Once MyCalls is installed, proceed and carry out the specific configuration for the
Operator Console, starting by configuring the collector.

18 | P a g e
Collector Configuration
The first step of the MyCalls configuration is to add a TAPI collector using the Collector Configuration
application. Start the Collector Configuration in:
Start > Programs > NEC Infrontia > MyCalls > Collector Configuration
Login to the application with a PBX administrator user account and expand Local Collector, navigate
down to TAPI Connections and click Create a New TAPI Connection.
Enter a name in the top left hand corner, all of the other values can be left as default. Click OK to
save the changes.
Note: If you upgraded from MyCalls version 4 or prior then you have to manually enter the word
“Virtual Ext” in the “Extension Identifiers used by TAPI” dialogue box after the word EXTENSION.
Making sure the words are separated with a comma ( , ) .

19 | P a g e
Back in the Collector Configuration application, you will see the TAPI collector has been added, select
it and click Edit Telephone System Template.
In the Edit the Telephone System Template configuration screen, select ‘Generic TAPI’in the ‘Select
a template’drop down menu.
Click OK to save the changes and close down the Collector Configuration application.

20 | P a g e
MyCalls Configuration
The remaining configuration is carried out in the MyCalls application, login as a PBX administrator
and click Configure > Telephone System > PBX > Call Control > Configure Call Control.
From the ‘Control Type’ drop down menu, select Generic Tapi and click the Edit button.