Howto:Talkbase - FROX AG - 3rd Party Product
Product Name
Certification Status
This product is listed due to a customer testimonial. No tests have been conducted by innovaphone.
Category
Category:3rdParty Call Center Applications
Description
Talkbase is a client-server structured attendant console. Our solution is for operator via web browser reachable, so no plugins or installation are required on the clients. For the communication between the endpoints WebRTC is used and for the registration at pbx the standard VoIP protocol SIP. The server software will be installed on windows server 2008 R2 or later.
Applies To
Tested with talkbase Version 1.76 and Innovaphone Virtual Appliance V12r2 final (build 12514900)
Functions
Short summary of the most important features:
Data search
- Search Engine
- Phonetic search
Directories
- Add, edit and delete directory entries
- Synchronization of data with Active Directory
- Notes
- Configurable column arrangement
- Flexible directory columns
- Tags (Keywords)
- Talkbase absences
- Calendar information from MS Exchange
- Support for multiple directories
- Configurable colors and icons
- Favorites
Call Handling
- Automated call distribution
- Parallel ringing
- Automatic caller identification
- Consult calls
- Blind transfers
- Direct dialing
- Call picking from queue
- Hold calls
- Mute
- Toggle between caller and callee
- Recall support on no answer
- Time-based forwarding of calls in the queue
- Beep when a new call is in the queue
- Reject call
- Longest idle time
- Park calls
Status Information
- Status display of logged-in operators
- Status display of all main numbers
Options
- Notifications and music while queued
- Music on hold
- Pause function for operators
- Active Directory based user management
- Multilingual (English and German)
- Automatic login (remember me function)
- WebRTC
- Personal logbook
- Centralized call journal
- Customizable key shortcuts for all functions
- Management of opening hours and forwardings
- E-mail templates for notifications
- Single Sign On (SSO) with Active Directory
- Alarming
- Temporarily redirect main number
- Modify call forwarding settings of users
- Change operator group in rush hour
- Caller history
Installation
Use this step by step configuration guide to prepare the innovaphone pbx for talkbase.
Create Objects Go to PBX -> Objects on your innovaphone PBX.
Create a new "Gateway" object and assign a number to it. This number will be routed later to the talkbase server. Assign a new name to the object, use the name for the called queue like "Headquarter Zürich" or "Hauptnummer Firmenname".
Also, create a new User object and set a password. This user is needed from talkbase for presence information and call forwardings. Presence will be updated with SIP/SIMPLE and call forwarding functions get done with the SOAP interface.
Group Open the group properties of the new User object and add a new or existing group to it and check also the flag "active", by drop-down choose "Static". All users which should be managed by talkbase have to bee in the same group as passive members.
Register Gateway and create SIP interface Go to Gateway-> SIP on your innovaphone PBX.
Create a new SIP interface and consider that the following settings are correct.
General
- Type: Provider
- Transport: UDP
- Remote Domain: yourdmoain.com (the sip domain)
- Without registration: check / Yes
- Proxy: IP address of talkbase server
Media Properties
- Media-Relay: On
- SRTP Key Exchange: No encryption
- No ICE: check
SIP Interop Tweaks
- Check no Video
- To Header when Sending INVITE: Called Party
- From Header when Sending INVITE: Fixed AOR
- Identity Header when Sending INVITE: CGPN in user part of URI
- Reliability of Provisional Responses: Supported
Internal Registration Insert the credentials and PBX settings from the created "Gateway" object above.
Register Internal Gateway Go to the route table and check if all required routes are shown (for example SIP1 -> RS1 and RS1 -> SIP1)
More Information
If you are more interested in talkbase and the used technologies check out our blog: https://blog.talkbase.com/
For a closer look at talkbase itself, visit our youtube channel: https://www.youtube.com/channel/UCkOMI-6ag7tTX3BPJn045rg
Contact Details
| Michael Rohr | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| FROX AG | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Feldbachstrasse 80 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| CH - 8634, Hombrechtikon | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Tel: | +41 55 254 12 44 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Mail: | michael.rohr@frox.ch | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||