BroadWorks Nettala parameters

BroadWorks connectors connect to Broadsoft BroadWorks systems and monitors devices as well as sending call control commands to the system.

The Totalview3BroadWorks connector connects to BroadWorks using CTI commands that are sent using http REST requests.
At the same time BroadWorks reports events to the Totalview3BroadWorks connector using http request sent to a dedicated address and port.
For the systems to be able to communicate eventual firewalls must be configured to allow and, if necessary, route messages between the Totalview server and BroadWorks server.
Server address
URI of the BroadWorks server in the format http://address. Totalview uses this address then sending CTI commands to the BroadWorks server.
Local address
Address in the format http://address:port where BroadWorks will send events as result of a subscription method. The Totalview3BroadWorks connector will listen and act upon these events. If necessary the events must be routed to the machine where the connector is located.
Listener port
Port on the local machine where the Totalview3BroadWorks connector will listen for http event messages send from BroadWorks.
User/Password
Username and password to use when connecting to BroadWorks. The User must be a user with group admin privileges.
Enterprise ID/Group ID
When subscribing for events the Totalview3BroadWorks connector will subscribe for all devices belonging to a specific group. The group is identified by the Enterprise ID and Group ID. If monitoring more than one group in the enterprise, the groups are separated by semicolon.
Version
Current version running on the BroadWorks system. Currently tested versions are version 17.sp4 and version 21
Log messages
Enable to log the messages sent from the Totalview3BroadWorks connector to the Totalview server.

N.B. There might be many messages to log depending on the traffic on the BroadWorks server. This might slow down the Totalview server.

International prefix
Usually 00. For example 0045xxxx Denmark and 00298xxxx Faroe Islands.
International code
Country code. For example 45 for Denmark and 298 for Faroe Islands
Local start/end
Fill in the first and last local number in the connected BroadWorks system. All numbers that are not in the interval are treated as external numbers
Generate call statistics
Enable to generate call statistics data from this BroadWorks connector. The “Call statistics enabled” settings under “Server settings” must also be enabled to generate call statistics data. Default value is true.
Called hierarchy
Defines a hierarchy list of device id’s that controls what number is set as called device. This setting is especially useful if the initial called device is an IVR or distribution group and the reports should show the load on the group members.

E.g. a main number 100 is an IVR that, based on user selection, distributes the calls to 200, 300 or 400. Default behavior is to set 100 as the called device, but if the reports instead should show the calls arriving to 200, 300 or 400, a Called hierarchy could be defined. In the above example the hierarchy would be 100(200,300,400).

Transfer barge groups
Defines a group of devices allowed to transfer calls to devices that have their forwarding (All) set back to a device in the group.

The main purpose is to allow the receptionist to barge through a forwarding that is set to the receptionist itself. E.g. a group of receptionists (4000, 4001, 4002) that handles incoming calls and where staff devices are forwarded to the main number 4000 in case the staff are unavailable.

The rule is that if there is a group G with members (A, B) and a group member is transferring to a device that is forwarded back to a member of the group G, then transferring is allowed to barge through the forwarding.

The list of devices are separated by comma (,). Multiple groups can be separated by semicolon (;).

Call center settings

Apply a rule defining the minimum number of call center members to control if signing out of a call center is allowed.

If the rule is violated then sign out using Totalview is not allowed. If sign out is part of change state or appointment, the call center sign out is ignored if the rule is violated.

N.B. The rule does not control other ways of signing out of a call center.

Call center behavior

Call center filter Add a filter to only see call centers of interest. If empty then no filtering is added.
It’s possible to add an interval of call center id’s or individual id’s, e.g. 4000,4010-4020

 

BroadWorks Remote Office

Remote Office is a service on BroadWorks that creates a logical connection between a local device and an external number.

When enabled, all calls to the local device are forwarded to the external device. If a physical phone is attached the local device, then call do not appear on the local device, but call control and device control can still be executed on the local device.

When using Remote Office, calls forwarded to an external device can be Transferred, Consulted, Held, Cleared etc. using Totalview. When initiating a call using Totalview BroadWorks calls the external device and then transfers the call and performs a remote call on behalf of the local device and thus the external device will behave much like a DECT device.

It is recommended that mobile users with no local device enable the Remote Office service. There is no need to enable Remote Calling in Totalview when using Remote Office.

Last edited on September 14th, 2018