innovaphone wiki - User contributions [en]

Howto:Algo 8301 IP Paging Adapter - Algo - 3rd Party Product

2026-04-28T08:33:57Z

Kpe: /* innovaphone WebRTC ready */

[[Image:AlgosolutionsLogo.png|200px|right|/AlgosolutionsLogo.png|algosolutionslogo.png/]]
==Product Name==
Algo [https://www.algosolutions.com/product/8301-ip-paging-adapter-scheduler/ 8301 IP Paging Adapter & Scheduler]

==Certification Status==

{{Template:Compat_Status_referral_terminals|manufacturername=Algo Communication Products Ltd.|certificationdate=in April 2026}}

==Category==

[[Category:Referral Product|{{PAGENAME}}]]
{{Category:3rdParty_Terminal_Devices}}
[[Category:3rdParty Terminal Devices|{{PAGENAME}}]]

==Vendor==
'''Algo Communication Products Ltd.''' is a manufacturer of network-based IP endpoints for voice paging, emergency alerting, visual notification, intercom, and secure door entry applications. Algo products are designed for integration with unified communications, collaboration, and mass notification platforms. The company’s portfolio includes IP speakers, paging adapters, intercoms, visual alerters, display speakers, and endpoint management tools for commercial, education, healthcare, transportation, and industrial environments.

==Description==
The Algo 8301 IP Paging Adapter & Scheduler is a wideband SIP paging adapter designed to connect traditional analog amplifiers and legacy paging infrastructure to modern IP-based communication environments.

The 8301 emulates a page port similar to what is found on a legacy PBX or key system, allowing a traditional amplifier to be integrated into a VoIP or unified communications environment. This enables organizations to retain existing analog speaker infrastructure while adding SIP paging, multicast distribution, scheduled bells, automated announcements, emergency notifications, and other IP-based communication capabilities.

The device includes a balanced and isolated line output to reduce hum and noise when connected to an amplifier, and it also supports multicast audio transmission to additional Algo IP endpoints and compatible multicast-enabled phones. The 8301 is appropriate for education, retail, manufacturing, transportation, healthcare, and other environments where hybrid analog and IP paging is required.

==Functions==
The '''Algo 8301 IP Paging Adapter & Scheduler''' supports a range of functions for paging, alerting, scheduling, and hybrid analog/IP deployments.

Core functions include:
* SIP-based voice paging through registration as a 3rd-party SIP endpoint
* Integration of traditional analog amplifiers into IP and UC environments
* Scheduled bells, tones, and automated announcements synchronized to NTP
* Emergency, safety, security, and customer service audio notifications
* Multicast transmission to Algo IP speakers, paging adapters, display speakers, and compatible multicast-enabled phones
* Ring, page, and alert extension support
* Relay input and relay output support for connected accessories and external triggers
* Music input and background audio distribution
* Web interface configuration and centralized provisioning support

The 8301 can be deployed either as a SIP extension or as a multicast endpoint, depending on the communication design. In hybrid systems, it can provide local analog paging output while simultaneously distributing audio to IP endpoints over the network.

==innovaphone CTI ready==
n.a.

==innovaphone Reverse Proxy ready==
'''Yes.''' Testing was performed in an innovaphone myApps Cloud environment using registration via the cloud reverse proxy. In the innovaphone user object, the hardware ID must match the Authentication ID configured on the Algo device, and Reverse Proxy plus Media Relay must be enabled. The validated setup used STUN, while TURN and ICE were not used. SIP over TCP was validated. SIP over UDP and SIP over TLS were available but not fully validated in this test case.

* STUN yes
* TURN no
* ICE no
* SIP/TCP yes
* SIP UDP yes (not tested)
* SIP/TLS yes (not tested)

==innovaphone WebRTC ready==
yes, the device supports SRTP, SDES-DTLS

==Supported Codecs==

* G.722 yes
* G.711 A-law yes
* G.711 u-law yes

==DTMF Support==


* RTP DTMF (RFC2833)

==Supports RFC3261 Digest Authentication Scheme (Section 22.4)==



==Support LDAP Phonebook==
n.a.

==Version==
Product versions used for interop testing:

* Algo 8301 IP Paging Adapter & Scheduler
* Algo 8186 SIP Horn
* Algo 8180 SIP Audio Alerter (G2)
* Algo 8128 (G2) SIP Strobe Light
* Algo 8201 SIP PoE Intercom

* Algo firmware requirement: version 5.4 or later

* innovaphone firmware / software version: innovaphone myApps Cloud IPVA, V15r1sr11

These devices represent Algo IP speakers, paging adapters, visual alerters, and door phones, and similar registration steps apply across Algo SIP endpoints.

==Configuration==
Algo SIP endpoints can register to innovaphone as 3rd-party SIP endpoints for voice paging, loud ringing, emergency alerting, visual notification, and secure door entry.

Interoperability testing was conducted using the Algo 8301 IP Paging Adapter & Scheduler, 8186 SIP Horn, 8180 SIP Audio Alerter (G2), 8128 (G2) SIP Strobe Light, and 8201 SIP PoE Intercom. These represent Algo IP speakers, paging adapters, visual alerters, and door phones, and similar registration steps apply to all devices.

=== '''Algo firmware requirements''' ===
All Algo devices must be running firmware version 5.4 or later. The current firmware version can be verified on the device and can be updated in '''System -> Firmware''' tab.

=== '''Algo device configuration''' ===

# Log in to the Algo device web interface. The device's IP address can be found by using an IP scanner tool such as [https://angryip.org/ Angry IP Scanne]r which is free and open-source.
# Go to '''Basic Settings -> SIP'''.
## [[File:Algo SIP Settings.png|none|thumb|/Algo_SIP_Settings.png|algo_sip_settings.png/]]
# Enter the SIP credentials under '''Base/Page''' using the values from innovaphone dashboard:
#* '''SIP Domain (Proxy Server):''' innovaphone System ID
#* '''SIP Extension:''' extension from innovaphone
#* '''Authentication ID:''' SIP username from innovaphone
#* '''Authentication Password:''' SIP password from innovaphone
# Select '''Save'''.
# Go to '''Advanced Settings -> Advanced SIP'''.
# Set '''SIP Transportation''' to '''TCP'''.
# Set the '''Outbound Proxy''' to the DNS name of the innovaphone system. Example: '''algosolutions-p.innovaphone.com'''
# Set '''SDP SRTP''' to '''Optional''' and '''AES CM 128 HMAC SHA1 80'''.
# Set '''STUN''' to '''stun.innovaphone.com'''.
# Select '''Save'''.
## [[File:AlgoSIPSettings2.png|none|thumb|/AlgoSIPSettings2.png|algosipsettings2.png/]]
#Go to the '''Status''' tab and verify that the configured extensions have registered correctly.
[[File:AlgoSIPConfirmation.png|none|thumb|473x473px|/AlgoSIPConfirmation.png|algosipconfirmation.png/]]

=== '''Configuration of the innovaphone user objects in innovaphone myApps''' ===

# Open the '''Users Admin App'''.
# [[File:UsersAdmin.png|thumb|none|/UsersAdmin.png|usersadmin.png/]]
# Create the user account for the Algo device. In this example we created a User account for Algo8180 and Algo8181.
# In the '''Devices''' table of the user account, make sure the '''hardware ID''' is the same as the '''Authentication ID''' used in the Algo device.
# Ensure that '''Reverse Proxy''' and '''Media Relay''' are enabled.
# [[File:Innovaphone Config Status.png|none|thumb|400x400px|/Innovaphone_Config_Status.png|innovaphone_config_status.png/]]
# [[File:Status Confirmation.png|none|thumb|402x402px|/Status_Confirmation.png|status_confirmation.png/]]
# Or, if preferred, the configuration can also be completed using the Advanced GUI, as shown in the example below.
# [[File:Innovaphone Config Status2.png|none|thumb|418x418px|/Innovaphone_Config_Status2.png|innovaphone_config_status2.png/]]
# Registration of the Algo device can then be checked within the innovaphone system.
# [[File:Innovaphone Config Status using GUI.png|none|thumb|400x400px|/Innovaphone_Config_Status_using_GUI.png|innovaphone_config_status_using_gui.png/]]
The same SIP registration workflow applies across Algo IP speakers, paging adapters, visual alerters, and intercoms. Device-specific behaviour and options depend on the endpoint and deployment.

==Summary==
Algo SIP endpoints can integrate with innovaphone as 3rd-party SIP endpoints across key endpoint categories, including paging adapters, IP speakers, visual alerters, and intercoms.

Interoperability in this validation scope was performed using the Algo 8301, 8186, 8180, 8128, and 8201. Similar SIP registration steps apply across these devices, with product-specific options such as analog paging output, multicast, visual alerting, door entry, or local audio behaviour configured according to the endpoint type.

==Contact==
{|
| Algo Communication Products Ltd.
|-
| Burnaby, BC, Canada
|-
| Tel: +1 604-454-3790
|-
| Support: +1 604-454-3792
|-
| Mail: [mailto:info@algosolutions.com info@algosolutions.com]
|}

For additional information please refer to [https://www.algosolutions.com/contact-us/ our contact page].

Howto:Algo 8301 IP Paging Adapter - Algo - 3rd Party Product

2026-04-15T10:18:37Z

Kpe: /* Certification Status */

[[Image:AlgosolutionsLogo.png|200px|right|algosolutionslogo.png/|algosolutionslogo.png/]]
==Product Name==
Algo [https://www.algosolutions.com/product/8301-ip-paging-adapter-scheduler/ 8301 IP Paging Adapter & Scheduler]

==Certification Status==


==Category==

[[Category:Referral Product|{{PAGENAME}}]]
{{Category:3rdParty_Terminal_Devices}}
[[Category:3rdParty Terminal Devices|{{PAGENAME}}]]

==Vendor==
Algo Communication Products Ltd. is a manufacturer of network-based IP endpoints for voice paging, emergency alerting, visual notification, intercom, and secure door entry applications. Algo products are designed for integration with unified communications, collaboration, and mass notification platforms. The company’s portfolio includes IP speakers, paging adapters, intercoms, visual alerters, display speakers, and endpoint management tools for commercial, education, healthcare, transportation, and industrial environments.

==Description==
The Algo 8301 IP Paging Adapter & Scheduler is a wideband SIP paging adapter designed to connect traditional analog amplifiers and legacy paging infrastructure to modern IP-based communication environments.

The 8301 emulates a page port similar to what is found on a legacy PBX or key system, allowing a traditional amplifier to be integrated into a VoIP or unified communications environment. This enables organizations to retain existing analog speaker infrastructure while adding SIP paging, multicast distribution, scheduled bells, automated announcements, emergency notifications, and other IP-based communication capabilities.

The device includes a balanced and isolated line output to reduce hum and noise when connected to an amplifier, and it also supports multicast audio transmission to additional Algo IP endpoints and compatible multicast-enabled phones. The 8301 is appropriate for education, retail, manufacturing, transportation, healthcare, and other environments where hybrid analog and IP paging is required.

==Functions==
The Algo 8301 IP Paging Adapter & Scheduler supports a range of functions for paging, alerting, scheduling, and hybrid analog/IP deployments.

Core functions include:
* SIP-based voice paging through registration as a 3rd-party SIP endpoint
* Integration of traditional analog amplifiers into IP and UC environments
* Scheduled bells, tones, and automated announcements synchronized to NTP
* Emergency, safety, security, and customer service audio notifications
* Multicast transmission to Algo IP speakers, paging adapters, display speakers, and compatible multicast-enabled phones
* Ring, page, and alert extension support
* Relay input and relay output support for connected accessories and external triggers
* Music input and background audio distribution
* Web interface configuration and centralized provisioning support

The 8301 can be deployed either as a SIP extension or as a multicast endpoint, depending on the communication design. In hybrid systems, it can provide local analog paging output while simultaneously distributing audio to IP endpoints over the network.

==innovaphone CTI ready==
n.a.

==innovaphone Reverse Proxy ready==
Yes, the tests has been performed on an innovaphone myApps Cloud environment with registration via the cloud reverse proxy. In the innovaphone PBX onn the users object hardware ID, media relay needs to be activated.

* STUN yes
* TURN no
* ICE no
* SIP/TCP yes
* SIP UDP yes (not tested)
* SIP/TLS yes (not tested)

==innovaphone WebRTC ready==
n.a.

==Supported Codecs==

* G.722 yes
* G.711 A-law yes
* G.711 u-law yes

==DTMF Support==


* RTP DTMF (RFC2833)

==Supports RFC3261 Digest Authentication Scheme (Section 22.4)==



==Support LDAP Phonebook==
n.a.

==Version==
Product versions used for interop testing:
* Algo 8301 IP Paging Adapter & Scheduler: version to be confirmed!
* innovaphone firmware / software version: innovaphone myApps Cloud IPVA, V15r1sr11

==Configuration==
Configuration details will be completed based on the validated test setup.

The planned configuration section will include:
* innovaphone-side SIP configuration
* Algo 8301 SIP registration settings
* paging behavior and extension mapping
* multicast settings, if used
* audio output connection to amplifier
* relay input / output use, if applicable
* any deployment notes, limitations, or prerequisites identified during testing

==Summary==
The Algo 8301 IP Paging Adapter & Scheduler provides a practical bridge between legacy analog paging infrastructure and modern IP-based communication systems. It enables organizations to preserve existing amplifier and speaker investments while adding SIP paging, scheduling, multicast distribution, and emergency notification capabilities. Final interoperability details with innovaphone will be updated after test validation and configuration review.

==Contact==
{|
| Algo Communication Products Ltd.
|-
| Contact Name: to be confirmed
|-
| Burnaby, BC, Canada
|-
| Tel: +1 604-454-3790
|-
| Support: +1 604-454-3792
|-
| Mail: [mailto:info@algosolutions.com info@algosolutions.com]
|}

For additional information please refer to [https://www.algosolutions.com/contact-us/ our contact page].

Howto:Algo 8301 IP Paging Adapter - Algo - 3rd Party Product

2026-04-15T09:43:47Z

Kpe: /* innovaphone Reverse Proxy ready */

[[Image:AlgosolutionsLogo.png|200px|right|algosolutionslogo.png/|algosolutionslogo.png/]]
==Product Name==
Algo [https://www.algosolutions.com/product/8301-ip-paging-adapter-scheduler/ 8301 IP Paging Adapter & Scheduler]

==Certification Status==


==Category==

[[Category:Referral Product|{{PAGENAME}}]]
{{Category:3rdParty_Terminal_Devices}}
[[Category:3rdParty Terminal Devices|{{PAGENAME}}]]

==Vendor==
Algo Communication Products Ltd. is a manufacturer of network-based IP endpoints for voice paging, emergency alerting, visual notification, intercom, and secure door entry applications. Algo products are designed for integration with unified communications, collaboration, and mass notification platforms. The company’s portfolio includes IP speakers, paging adapters, intercoms, visual alerters, display speakers, and endpoint management tools for commercial, education, healthcare, transportation, and industrial environments.

==Description==
The Algo 8301 IP Paging Adapter & Scheduler is a wideband SIP paging adapter designed to connect traditional analog amplifiers and legacy paging infrastructure to modern IP-based communication environments.

The 8301 emulates a page port similar to what is found on a legacy PBX or key system, allowing a traditional amplifier to be integrated into a VoIP or unified communications environment. This enables organizations to retain existing analog speaker infrastructure while adding SIP paging, multicast distribution, scheduled bells, automated announcements, emergency notifications, and other IP-based communication capabilities.

The device includes a balanced and isolated line output to reduce hum and noise when connected to an amplifier, and it also supports multicast audio transmission to additional Algo IP endpoints and compatible multicast-enabled phones. The 8301 is appropriate for education, retail, manufacturing, transportation, healthcare, and other environments where hybrid analog and IP paging is required.

==Functions==
The Algo 8301 IP Paging Adapter & Scheduler supports a range of functions for paging, alerting, scheduling, and hybrid analog/IP deployments.

Core functions include:
* SIP-based voice paging through registration as a 3rd-party SIP endpoint
* Integration of traditional analog amplifiers into IP and UC environments
* Scheduled bells, tones, and automated announcements synchronized to NTP
* Emergency, safety, security, and customer service audio notifications
* Multicast transmission to Algo IP speakers, paging adapters, display speakers, and compatible multicast-enabled phones
* Ring, page, and alert extension support
* Relay input and relay output support for connected accessories and external triggers
* Music input and background audio distribution
* Web interface configuration and centralized provisioning support

The 8301 can be deployed either as a SIP extension or as a multicast endpoint, depending on the communication design. In hybrid systems, it can provide local analog paging output while simultaneously distributing audio to IP endpoints over the network.

==innovaphone CTI ready==
n.a.

==innovaphone Reverse Proxy ready==
Yes, the tests has been performed on an innovaphone myApps Cloud environment with registration via the reverse proxy. On the innovaphone users object hardware ID, media relay was activated.

* STUN yes
* TURN no
* ICE no
* SIP/TCP yes
* SIP UDP yes (not tested)
* SIP/TLS yes (not tested)

==innovaphone WebRTC ready==
n.a.

==Supported Codecs==

* G.722 yes
* G.711 A-law yes
* G.711 u-law yes

==DTMF Support==


* RTP DTMF (RFC2833)

==Supports RFC3261 Digest Authentication Scheme (Section 22.4)==



==Support LDAP Phonebook==
n.a.

==Version==
Product versions used for interop testing:
* Algo 8301 IP Paging Adapter & Scheduler: version to be confirmed
* innovaphone firmware / software version: to be confirmed

==Configuration==
Configuration details will be completed based on the validated test setup.

The planned configuration section will include:
* innovaphone-side SIP configuration
* Algo 8301 SIP registration settings
* paging behavior and extension mapping
* multicast settings, if used
* audio output connection to amplifier
* relay input / output use, if applicable
* any deployment notes, limitations, or prerequisites identified during testing

==Summary==
The Algo 8301 IP Paging Adapter & Scheduler provides a practical bridge between legacy analog paging infrastructure and modern IP-based communication systems. It enables organizations to preserve existing amplifier and speaker investments while adding SIP paging, scheduling, multicast distribution, and emergency notification capabilities. Final interoperability details with innovaphone will be updated after test validation and configuration review.

==Contact==
{|
| Algo Communication Products Ltd.
|-
| Contact Name: to be confirmed
|-
| Burnaby, BC, Canada
|-
| Tel: +1 604-454-3790
|-
| Support: +1 604-454-3792
|-
| Mail: [mailto:info@algosolutions.com info@algosolutions.com]
|}

For additional information please refer to [https://www.algosolutions.com/contact-us/ our contact page].

Howto:Algo 8301 IP Paging Adapter - Algo - 3rd Party Product

2026-04-15T09:37:43Z

Kpe: /* innovaphone Reverse Proxy ready */

[[Image:AlgosolutionsLogo.png|200px|right|algosolutionslogo.png/]]
==Product Name==
Algo [https://www.algosolutions.com/product/8301-ip-paging-adapter-scheduler/ 8301 IP Paging Adapter & Scheduler]

==Certification Status==


==Category==

[[Category:Referral Product|{{PAGENAME}}]]
{{Category:3rdParty_Terminal_Devices}}
[[Category:3rdParty Terminal Devices|{{PAGENAME}}]]

==Vendor==
Algo Communication Products Ltd. is a manufacturer of network-based IP endpoints for voice paging, emergency alerting, visual notification, intercom, and secure door entry applications. Algo products are designed for integration with unified communications, collaboration, and mass notification platforms. The company’s portfolio includes IP speakers, paging adapters, intercoms, visual alerters, display speakers, and endpoint management tools for commercial, education, healthcare, transportation, and industrial environments.

==Description==
The Algo 8301 IP Paging Adapter & Scheduler is a wideband SIP paging adapter designed to connect traditional analog amplifiers and legacy paging infrastructure to modern IP-based communication environments.

The 8301 emulates a page port similar to what is found on a legacy PBX or key system, allowing a traditional amplifier to be integrated into a VoIP or unified communications environment. This enables organizations to retain existing analog speaker infrastructure while adding SIP paging, multicast distribution, scheduled bells, automated announcements, emergency notifications, and other IP-based communication capabilities.

The device includes a balanced and isolated line output to reduce hum and noise when connected to an amplifier, and it also supports multicast audio transmission to additional Algo IP endpoints and compatible multicast-enabled phones. The 8301 is appropriate for education, retail, manufacturing, transportation, healthcare, and other environments where hybrid analog and IP paging is required.

==Functions==
The Algo 8301 IP Paging Adapter & Scheduler supports a range of functions for paging, alerting, scheduling, and hybrid analog/IP deployments.

Core functions include:
* SIP-based voice paging through registration as a 3rd-party SIP endpoint
* Integration of traditional analog amplifiers into IP and UC environments
* Scheduled bells, tones, and automated announcements synchronized to NTP
* Emergency, safety, security, and customer service audio notifications
* Multicast transmission to Algo IP speakers, paging adapters, display speakers, and compatible multicast-enabled phones
* Ring, page, and alert extension support
* Relay input and relay output support for connected accessories and external triggers
* Music input and background audio distribution
* Web interface configuration and centralized provisioning support

The 8301 can be deployed either as a SIP extension or as a multicast endpoint, depending on the communication design. In hybrid systems, it can provide local analog paging output while simultaneously distributing audio to IP endpoints over the network.

==innovaphone CTI ready==
n.a.

==innovaphone Reverse Proxy ready==
Yes, the tests has been performed on an innovaphone myApps Cloud environment with registration via the reverse proxy. On the users object hardware ID, media relay was activated


==innovaphone WebRTC ready==
n.a.

==Supported Codecs==


==DTMF Support==



==Supports RFC3261 Digest Authentication Scheme (Section 22.4)==



==Support LDAP Phonebook==
n.a.

==Version==
Product versions used for interop testing:
* Algo 8301 IP Paging Adapter & Scheduler: version to be confirmed
* innovaphone firmware / software version: to be confirmed

==Configuration==
Configuration details will be completed based on the validated test setup.

The planned configuration section will include:
* innovaphone-side SIP configuration
* Algo 8301 SIP registration settings
* paging behavior and extension mapping
* multicast settings, if used
* audio output connection to amplifier
* relay input / output use, if applicable
* any deployment notes, limitations, or prerequisites identified during testing

==Summary==
The Algo 8301 IP Paging Adapter & Scheduler provides a practical bridge between legacy analog paging infrastructure and modern IP-based communication systems. It enables organizations to preserve existing amplifier and speaker investments while adding SIP paging, scheduling, multicast distribution, and emergency notification capabilities. Final interoperability details with innovaphone will be updated after test validation and configuration review.

==Contact==
{|
| Algo Communication Products Ltd.
|-
| Contact Name: to be confirmed
|-
| Burnaby, BC, Canada
|-
| Tel: +1 604-454-3790
|-
| Support: +1 604-454-3792
|-
| Mail: [mailto:info@algosolutions.com info@algosolutions.com]
|}

For additional information please refer to [https://www.algosolutions.com/contact-us/ our contact page].

Reference13r1:PBX/Objects/Edit Forks

2026-04-13T10:49:50Z

Kpe:

With this page call forking can be configured for a user. This means a call for this user is not only sent to endpoints registered to the user object, but also to the forking destination. If a mobility object is configured for the forking, the phone identified by the forking destination can use the mobility functions. A delay can be configured for the call to the mobile endpoint. This delay is not supported for normal call forking without mobility functions. Operator calls from a waiting queue require a UC license to be sent to forking destinations.

;No/Name: Forking destination, Mobility destination (the mobility destination must be a '''unique''' number, you cannot add the same number for different users)

;Bool/Not: The forking can be turned on and off by a Boolean object. With the '''Not''' checkmark the state is inverted.

== Properties of Mobility==

For the function of the Mobility features a Mobility license must be installed.

;Object: The [[Reference9:PBX/Objects/Mobility| Mobility]] Object (Long Name) must be set, if the mobile endpoint (GSM Phone) needs to use the [[Reference8:Administration/PBX/Objects/Mobility| mobility features]].
: Mobility license is required

;Device: The Device name of the User should be configured here (e.g. "Smartphone"). This name is used by SOAP (TAPI) to address this device for example when initiating a call, by myPBX to enable/disable Mobility for the User (on the Call Forward settings Screen of myPBX) and for Mobility Client OptiCaller for HTTP CallBack/CallThrough.

;App: Field that is used to configure the rcc app for callback feature available in the user profile App. To call the app just enter "rcc".

;Delay: A Delay in seconds can be configured to call the mobile endpoint.

;Disable: Disabling the Mobility features for the mobile device, this can also be en/disabled via [[Reference8:Administration/PBX/Objects/DTMF Features#Enable.2Fdisable mobility|DTMF featurecodes]]

;Call-Waiting: Enable or disable call-waiting for the mobile endpoint, if a mobile endpoint is in a call a call waiting tone will be played from the PBX to the mobile endpoint via the RTP stream. See [[Reference9:PBX/Objects/Mobility| R-Key Functions]] for waiting calls handling options.
: Mobility features are required

;GSM-License: When using the innovaphone GSM client a GSM license is needed and need to be activated. NB: obsolete

;Min-Alert: The minimum time in seconds a call must ring on the mobile phone until it can be accepted. If the call is accepted before this time, the call is rejected by the PBX. This way it can be achieved that the announcement from a mobile provider for phones not available does not accept a call and calls can be accepted on a fixed phone on the same number in case the mobile phone is switched off. The alert time is measured from the alert to the connect signalling. If there is no alert message (e.g. because there is a connect right away), the alert time is counted as null. '''Note: If the carrier doesn't send any Alert/180 Ringing, you may need to enable [[{{NAMESPACE}}:PBX/Objects/Mobility | Carrier w/o Alerting]] .'''
: Mobility features are required

;Max-Alert: Maximum time the mobile phone rings. After this time the PBX terminates the call to the mobile phone. This way it can be avoided that the mobile voicemail accepts the mobility call.
: Mobility features are required

[[Category:Concept App RCC|Related]]

Howto:PBX-Designer - K-Businesscom - Partner App

2026-04-09T08:45:12Z

Kpe: Replaced content with " ==Product Name==   This wiki is obsolete, please check this one instead [https://wiki.innovaphone.com/index.php?title=Howto:PBX-Designer_-_ITM_-_Partner_App Howto:PBX-Designer_-_ITM_-_Partner_App] ===Cloud === For cloud operators please see [https://wiki.innovaphone.com/index.php?title=Howto:Cloud-Designer_-_ITM_-_Partner_App Cloud-Designer] and [https://wik..."

==Product Name==


This wiki is obsolete, please check this one instead [https://wiki.innovaphone.com/index.php?title=Howto:PBX-Designer_-_ITM_-_Partner_App Howto:PBX-Designer_-_ITM_-_Partner_App]

===Cloud ===
For cloud operators please see [https://wiki.innovaphone.com/index.php?title=Howto:Cloud-Designer_-_ITM_-_Partner_App Cloud-Designer] and [https://wiki.innovaphone.com/index.php?title=Howto:Cloud-Manager_-_ITM_-_3rd_Party_Product Cloud-Manager]

Howto16r1:Firmware Upgrade V15r1 V16r1

2026-04-08T15:49:52Z

Kpe: /* Migration Policy */

== Applies To ==
This information applies to:

* All 16r1 capable innovaphone devices
: For a general overview of the upgrade process and a list of supported devices with 16r1, see [[Howto:Firmware Upgrade]]
== Licenses ==
In case of cloud or rental model, don't worry about licenses.

If the system is licensed on premise, you'll need to regenerate the license file for v16 in https://portal.innovaphone.com/ and load into the system before upgrade (The system needs to have the SSC up to date).

== Migration Policy ==
Before you begin, be sure that your whole installation is running the latest 15r1 service release. Create backups before you start and store them on an external location 

=== TechAssist Upgrade Helper ===
* Before you start, make sure that all TechAssist tests (you will receive the required tests in the last update in the previous major version) labelled <code>Pre Upgrade: xy</code> are positive, if available
* When you are finished, make sure that all TechAssist tests (you will receive new tests with the upgrade) are positive

=== New TLS Profile ===
Please note that we have changed our TLS profiles ([[Reference16r1:IP4/General/TLS]]). The new ''Normal'' setting, which is the default value, now only allows TLS 1.3 and TLS 1.2.

== Changes visible to the end customers ==
Listed here are changes that should be communicated by resellers to end users prior to a upgrade, as the change will be visible/audible in the behaviour of the application/device.

* ''Nothing''

== Manual steps needed after upgrade ==
If the installer is not used for a new installation, some new default settings are not set. Please evaluate per app whether you want to configure the new default settings manually.

=== Connector for Microsoft 365 ===
If you plan to use the new '''Contact Search''' feature of the Connector for Microsoft 365, you need to perform two manual Steps:
# Create the '''microsoft365-api''' app object by using the Settings template
# Assign the '''microsoft365-api''' app object to every user who should be able to use the new Contact Search feature. (Of cause, you can use a template for that)
 
For a more detailed guide, please refer to the how-to article: [[Howto16r1:Configure Contact Search by Connector for Microsoft365#Creating the PBX app object using the PBX Manager Plugin]]

=== Remote Control ===
In order to use the Admin Configuration Panel of the Settings App – AP Remote Control, it is necessary to grant access to the '''admin''' API, available in the App tab of the Remote Control App object.

=== Working ===
For badge counts to work, the Working Manager app object must have '''Websocket''' and '''PbxSignal''' enabled.
For the Connect integration of the Working app, '''Websocket''', '''Services''' and '''Connect'''(in the Apps tab) must be enabled in the Working User app.

=== Switchboard ===
For the Connect Integration (Call Notes) to work, the Switchboard App must have the '''Services''' (App-tab) and '''connect''' and '''messages-api''' (Apps-tab) enabled.

== New Apps ==
New Apps will not be installed automatically by the upgrade. The installation description of new apps is usually in the concept article. Please rate per app whether you want to install/use the new app and configure it manually.

* App Polls: [[Reference16r1:Concept App Polls]]
* App Service Conference Transcriptions [[Reference16r1:Concept_App_Service_myApps_Assistant]]
* App Service Connector for Whatsapp: [[Reference16r1:Concept_App_Service_Connector_for_Whatsapp]]
* App Conference Scaler: [[Reference16r1:Concept_Conference_Scaler_App]]
* App Service IP: [[Reference16r1:Concept App Service IP]]

== Removed ==
The following software is no longer included.

* IP110A (can still be used with 15r1 firmware on current PBX versions)
* IP240A (can still be used with 15r1 firmware on current PBX versions)
* CA on CF card feature

== Deprecated ==
The following software is based on legacy technology, with no further development and limited maintenance and support.

* ''Nothing''

== Previously deprecated and now no longer supported ==
The following software is based on legacy technology, with no further development and no more maintenance and support.

* ''Nothing''

==Known Problems==
===Long Update-duration===
When you update, it can be up to 10 minutes before you have access to your app platform again.

== Related Articles ==
*[[Howto:Firmware_Upgrade]]
* [[Howto15r1:Firmware_Upgrade_V14r2_V15r1]]
[[Category:Howto|{{PAGENAME}}]]

Reference16r1:Concept App Service Queues

2026-04-08T14:11:52Z

Kpe: /* Right panel */

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Breakthrough of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for changing the mobility destination of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be initiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringing or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Notes for in- and outgoing calls in connect.''' 
When having an in- or outgoing call, you can add a note for this call in the Connect App. When a new call arrives, the Note can be consulted as additional information about this caller or called number.

'''Callback request email during a call.''' 
When having a call, a callback request per email can be generated. The email will have available callinformation already preloaded, like name, number and email-address of the caller if available.

'''Show Notes button in the Call History.''' 
Action key in the call history items to jump to the corresponding Notes in the Connect App.

'''Show fold/ unfold view for adjusting WQ height in Config''' 
changed design for configuring the showed Waiting Queue call section height.

'''Show Blf slider in Icons only view''' 
when selected the Icons only view of the BLF a slider will be shown.

'''Improved search funcionality.''' 
The improved search functionality is in line with the (Soft)Phone App search showing the source of the search result.

'''Improved search details.''' 
Improved the shown details from a search result and showing more info in the BLF entry details.

'''Create a popup box for already existing shortcuts.''' 
In case you enter a short cut that already excist, it will give you a warning that this shortcut is already created.

'''Fixed breakthrough option/button was not updated.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in BLF.''' 
Show users immediately in the BLF after adding them to a group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after connecting a Call.

'''Fix: Issue to many calls when starting call forward breakthrough.''' 
Fixed call forward breakthrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
The Display Name was wrongly used as User Identifier/Common Name to assign the 'queue'-group.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a change by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the behavior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice, the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

'''Fix: Show CFx Icon on toggling from large to small Icon view''' 
Fixed to show the Call Forward Icon in the small view of the Busy Lamp Field.

'''Fix: Favorites did have less actions than other contacts in the BLF''' 
Fixed to show all possibile actions on the BLF entries in the favorites section

'''Fix Add option to fix WQ height in config''' 
Fixed added option to waiting queues height configuration

'''For further fixes to come with future service releases, please consult our release notes accordingly.''' 

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;Services: to be able to connect to extra apis (eg connect/connect-api (*))
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

;Apps->messages-api: to be able to see/post call notes (*)

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App must '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

'''Note''': Make sure to close the Switchboard App of the user when adjusting the config this user via the Switchboard Admin App. This ensure that changes are not overwritten again with the old values.

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

Before doing any changes for any switchboard user, make sure that this user has closed the Switchboard App. Perform the changes, and afterward the Switchboard App user can reopen the Switchboard App and the changes will be applied.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed. The Notes Field when beeing used, will be on top off the Waiting Queues and Calls History section.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

==== Notes Field ====
During an active call you have the option to add a Note for this call and caller-id. The first notes information like name and/or number is added by the App service. You can add a personal note as additional information related to the call or caller-id.

The notes are stored in the Connect App in the zone Switchboard. To be able to see the Switchboard Notes from the service and other Switchboard operators, the Switchboard user should have read access to the zone Switchboard. To add personal notes to the discussion, the Switchboard User should also have the Connect App license (included in the UCC license)

In the call history you are also able to create, read and add notes.

With a new incoming call and there is already a note available for this caller-id, the note will be shown immediately in the right section of the screen.

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If disabled: a long list of incoming calls will be shown.
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
** Fix WQ height optional with height setting between 0 and 50
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Reference15r1:Concept Push Notifications for iOS and Android

2026-03-23T09:18:45Z

Kpe: /* Customer uses HTTP-Proxy for Internet access */

[[Category:Concept|iOS Softwarephone]]
The PBX is able to send Push notifications to the Apple (APNs) or Android Push Notification services. As a result, incoming calls are also indicated when the myApps application is not started or runs in the background mode. The PBX is using a service provided by innovaphone AG at ''push.innovaphone.com'' to send the push notifications to the vendors Notification Service. No call meta data is transmitted, the push notification is only used to wake up the myApps application. Only one Push object is needed for a system.

== Requirements ==
=== PBX ===
* Firmware version 15r1 or higher
* Internet access via HTTPS
* device certificate (also on '''IPVAs''')
** this device certificate is not an own certificate, which you can upload yourself but which you need to retrieve through my.innovaphone (see [[#Initial configuration| Initial configuration]])!

=== Smartphone ===
* iOS Version 12.0.1 or higher
* Android Version 6.0 or higher

== Configuration ==
=== PBX ===
* verify that each pbx has the certificates <code>innovaphone Device Certification Authority 2</code> or the signed <code>push.innovaphone.com</code> in his local trust list. If you use the [[{{NAMESPACE}}:Concept App Service Devices#Certificates configuration|Devices - certificate trustlist concept]] the certificates will be installed automatically.
* create a PUSH object via the PBX manager,by clicking on the plugin Push (Black and White myApps symbol) The Plugin will create a PBX object in the PBX of type [[{{NAMESPACE}}:PBX/Objects/Push|Push]] per system, even in master/slave scenarios
** Name Push and SIP name push can be freely choosen, but the sip name must be used in the push field of user the objects. We advise leave the pre filled Standard names.
** the App URL must be <code>https://push.innovaphone.com/push/ws</code>
After clicking OK a green checkmark should appear, indicating that the Push object has a valid websocket connection to the innovaphone Push service.

=== User Objects ===
* For each user who is to receive push notifications on his myApps-application, the ''Name'' of the push-object must be entered in his userobject at the ''Push'' field in the ''User'' tab.

=== iOS specific settings ===
* On the iOS device make sure to allow push notifications for the myApps application.

=== Android specific settings ===

==How it works==
*First of all the mobile phone opens a connection to Apple or Google. If the phone is in a restricted Wi-Fi network (and has no GSM/LTE data connection to receive Push notifications), the appropriate ports of the firewall needs to opened as explained in the documentation of [https://support.apple.com/en-us/HT203609 apple] or [https://firebase.google.com/docs/cloud-messaging/concept-options#ports_and_your_firewall google].
*If the app is in the background and the user receives an incoming call, the App needs to be woken.
*Therefore the PBX sends a push request to innovaphones push servers (push.innovaphone.com)
*The communication is done with MTLS and our push servers check the client device certificate of the PBX
** the used certificate is the device certificate provided by innovaphone and not a certificate, which you can upload yourself
*push.innovaphone.com forwards the request to the Apple or Google Push service.
*The respective vendor sends the push request to the mobile phone and uses the ports opened in the first step.
*The app then registers at the PBX via H.323.
*In the last step the incoming call is sent (using the H.323 registration) to the mobile phone.

[[Image:push.gif|push.gif/|push.gif/]]

Note: the services.innovaphone.com in the picture must be replaced with push.innovaphone.com

=== Privacy ===
When using the Push service the PBX will send following data/information to [[Howto:Innovaphones public services|innovaphone]]:

* Notification Type (plain)
** ''call'' or ''notification''

* Detailed informations (enrypted)
** ''call''
*** number
*** name
*** callflow
** ''notification''
*** title
*** content

This information will send from the PBX to the Smartphone via the innovaphone Push-Service and forwarded to the Google/Apple push system. The Smartphone receives a decryption key via websocket or H323 (you have to use the secure version to transmit the key encrypted) from the PBX. Neither the push service at innovaphone nor the Apple / Google push system can read the encrypted information.

== Troubleshooting ==
=== Initial configuration ===
* Check the trust list for the certificate of the innovaphone AG.
* Make sure the PBX can resolve the DNS host ''push.innovaphone.com''.
* Make sure the PBX can reach ''push.innovaphone.com'' via HTTPS.
* Make sure that you have a innovaphone ''device certificate'' - even on '''IPVAs'''. The certificate is signed by ''innovaphone Device Certification Authority 2'' or on IPVAs since V14r1 by ''innovaphone Unverified Device CA''. If not, you can acquire a new one on the Gateway via [[{{NAMESPACE}}:General/License/my.innovaphone#Download_Certificate | General/License/my.innovaphone]]. '''This will not conflict with an existing certificate that you installed yourself on the gateway.'''
* Make sure the myApps application has Push Notifications allowed in the OS settings.
** iOS: Also make sure, the iOS device has a valid GSM data connection or a WiFi connection with the internet, especially TCP port 5223 (see [https://developer.apple.com/library/archive/technotes/tn2265/_index.html Troubleshooting Push Notifications] article by Apple).

=== Push looses connected state ===
* If the push object was already connected, and for some reason (after a firmware update or network connection problems), the object is not connected anymore, please check that PBX can reach and resolve "push.innovaphone.com" and the innovaphone AG certificate is still in the trust list.

===myApps for Android push configuration checks ===

[[Image:Troubleshoot_v13_Push_with_myApps_for_Android and iOS_1.jpg|troubleshoot_v13_push_with_myapps_for_android_and_ios_1.jpg/|troubleshoot_v13_push_with_myapps_for_android_and_ios_1.jpg/]]

Open myApps, and check you have a softphone app configured. Then tap on the "burger" menu on the top right, and check your default app is the softphone app.

Scroll down and tap on "More"
# Tap on "myApps events" and enable notification on the smartphone for myApps
# Tap on "Calling account" and enable myApps as call account
# Tap on "Data saver" and enable background data for myApps on the smartphone
# Tap on "Overlaying" and enable them on the smartphone

===myApps for iOS push configuration checks ===
Go through the following steps, to check that in your iPhone, Push is configured correctly.
#Open your iOS Settings app on your iPhone
#Go to the ''Notifications'' (German: Mitteilungen) section
#Find the myApps app and make sure notifications are allowed and that LockScreen, Notification Center and Banners are selected as Alerts 
For more information on howto enable Push notifications for an iOS-app, see also [https://support.apple.com/en-us/HT201925#If%20you%20don't%20see%20notifications%20for%20a%20specific%20app this Apple support page, section If you don't see notifications for a specific app]
===innovaphone Push Service check===
Consult [https://status.innovaphone.com/ innovaphone services overview] to check if any unexpected service outage concerning push exists

== Known limitations ==
=== Number to Name resolution on Android Push Notifications could be missing ===
On incoming call Push Notification to Android the caller number will be included, if the Number to name resolution it's not yet finished no name will be included in this Push notification just the number. The Android doesn't allow a number/name update of that call afterwards so it will remain displaying only the number till we terminate the call. On iOS we don't have such issue since the system allows update of the number/name during call.

=== Push does work even when the myApps app is switched off ===
The Push mechanism will also work when the myApps app is turned off. This can lead to complains about receiving calls after working ours or during holidays.
With myApps as client, you can set the status to DND Do Not Disturb. Then close the myApps.
This will prevent the App to be started by the Push mechanism.
To receive calls again, open the myApps clients and set the status back to available.

You can disable the Push to the myApps by just ending the session for this device by logging out of the myApps application or Alternative you can go to the Hamburger Menu, Account Security and logout the active session.
You can also remove a session from another device for example a myApps Session from another Smartphone or browser.
Deselecting a default Softphone app, will also prevent the Push mechanism.

=== Customer uses HTTP-Proxy for Internet access ===
The WebSocket client does not support HTTP-Proxy connections, more specific HTTP Tunneling using HTTP CONNECT - therefore Push notifications will not work. See also: [[{{NAMESPACE}}:Services/HTTP/Client#Proxy_Servers|Reference15r1:Services/HTTP/Client#Proxy_Servers]]

=== BC Conference Object does NOT trigger the push mechanism ===
The BC Conference Object is not able to trigger the push mechanism for smartphone users. In case you want to have smartphone users as participants in your BC Conference Object, you need to use the folowing workaround.

Create for evey user a dedicated waiting queue object and add the smartphone user as only member to the group of this dedicated waiting queue.

Instead of the user, you add the dedicated waiting queue as a member of the BC Conference Object group.

A BC Conference call will call the dedicated waiting queue and the waiting queue will call the smartphone user which also triggers the push mecahnism.

==Known issues==

===Cloning IPVAs===
If you clone an IPVA with an existing device certificate, you'll also clone this certificate, so you'll have a wrong serial number inside the certificate afterwards. 
So '''do not clone''' IPVAs but setup a new VM and upload a modified configuration file afterwards and create a new certificate for the new machine.

Currently it is not possible to update or delete the device certificate.

== Related Articles ==
* [[Howto:Innovaphones_public_services]]

Reference16r1:Concept App Service Queues

2026-03-16T09:34:15Z

Kpe: /* V16 Improvements */

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Breakthrough of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for changing the mobility destination of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be initiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringing or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Notes for in- and outgoing calls in connect.''' 
When having an in- or outgoing call, you can add a note for this call in the Connect App. When a new call arrives, the Note can be consulted as additional information about this caller or called number.

'''Callback request email during a call.''' 
When having a call, a callback request per email can be generated. The email will have available callinformation already preloaded, like name, number and email-address of the caller if available.

'''Show Notes button in the Call History.''' 
Action key in the call history items to jump to the corresponding Notes in the Connect App.

'''Show fold/ unfold view for adjusting WQ height in Config''' 
changed design for configuring the showed Waiting Queue call section height.

'''Show Blf slider in Icons only view''' 
when selected the Icons only view of the BLF a slider will be shown.

'''Improved search funcionality.''' 
The improved search functionality is in line with the (Soft)Phone App search showing the source of the search result.

'''Improved search details.''' 
Improved the shown details from a search result and showing more info in the BLF entry details.

'''Create a popup box for already existing shortcuts.''' 
In case you enter a short cut that already excist, it will give you a warning that this shortcut is already created.

'''Fixed breakthrough option/button was not updated.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in BLF.''' 
Show users immediately in the BLF after adding them to a group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after connecting a Call.

'''Fix: Issue to many calls when starting call forward breakthrough.''' 
Fixed call forward breakthrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
The Display Name was wrongly used as User Identifier/Common Name to assign the 'queue'-group.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a change by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the behavior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice, the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

'''Fix: Show CFx Icon on toggling from large to small Icon view''' 
Fixed to show the Call Forward Icon in the small view of the Busy Lamp Field.

'''Fix: Favorites did have less actions than other contacts in the BLF''' 
Fixed to show all possibile actions on the BLF entries in the favorites section

'''Fix Add option to fix WQ height in config''' 
Fixed added option to waiting queues height configuration

'''For further fixes to come with future service releases, please consult our release notes accordingly.''' 

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App must '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

'''Note''': Make sure to close the Switchboard App of the user when adjusting the config this user via the Switchboard Admin App. This ensure that changes are not overwritten again with the old values.

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

Before doing any changes for any switchboard user, make sure that this user has closed the Switchboard App. Perform the changes, and afterward the Switchboard App user can reopen the Switchboard App and the changes will be applied.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If disabled: a long list of incoming calls will be shown.
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
** Fix WQ height optional with height setting between 0 and 50
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Reference16r1:Concept App Service Queues

2026-03-16T09:31:57Z

Kpe: /* V16 Improvements */

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Breakthrough of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for changing the mobility destination of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be initiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringing or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Notes for in- and outgoing calls in connect.''' 
When having an in- or outgoing call, you can add a note for this call in the Connect App. When a new call arrives, the Note can be consulted as additional information about this caller or called number.

'''Callback request email during a call.''' 
When having a call, a callback request per email can be generated. The email will have available callinformation already preloaded, like name, number and email-address of the caller if available.

'''Show Notes button in the Call History.'''

Action key in the call history items to jump to the corresponding Notes in the Connect App.

'''Show fold/ unfold view for adjusting WQ height in Config'''

changed design for configuring the showed Waiting Queue call section height.

'''Show Blf slider in Icons only view'''

when selected the Icons only view of the BLF a slider will be shown.

'''Improved search funcionality.'''

The improved search functionality is in line with the (Soft)Phone App search showing the source of the search result.

'''Improved search details.'''

Improved the shown details from a search result and showing more info in the BLF entry details.

'''Create a popup box for already existing shortcuts.'''

In case you enter a short cut that already excist, it will give you a warning that this shortcut is already created.

'''Fixed breakthrough option/button was not updated.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in BLF.''' 
Show users immediately in the BLF after adding them to a group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after connecting a Call.

'''Fix: Issue to many calls when starting call forward breakthrough.''' 
Fixed call forward breakthrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
The Display Name was wrongly used as User Identifier/Common Name to assign the 'queue'-group.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a change by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the behavior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice, the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

'''Fix: Show CFx Icon on toggling from large to small Icon view'''

Fixed to show the Call Forward Icon in the small view of the Busy Lamp Field.

'''Fix: Favorites did have less actions than other contacts in the BLF'''

Fixed to show all possibile actions on the BLF entries in the favorites section

'''Fix Add option to fix WQ height in config'''

Fixed added option to waiting queues height configuration

'''For further fixes to come with future service releases, please consult our release notes accordingly.''' 

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App must '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

'''Note''': Make sure to close the Switchboard App of the user when adjusting the config this user via the Switchboard Admin App. This ensure that changes are not overwritten again with the old values.

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

Before doing any changes for any switchboard user, make sure that this user has closed the Switchboard App. Perform the changes, and afterward the Switchboard App user can reopen the Switchboard App and the changes will be applied.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If disabled: a long list of incoming calls will be shown.
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
** Fix WQ height optional with height setting between 0 and 50
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Reference16r1:Concept App Service Queues

2026-03-16T09:29:41Z

Kpe: /* V16 Improvements */

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Breakthrough of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for changing the mobility destination of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be initiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringing or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Notes for in- and outgoing calls in connect.''' 
When having an in- or outgoing call, you can add a note for this call in the Connect App. When a new call arrives, the Note can be consulted as additional information about this caller or called number.

'''Callback request email during a call.''' 
When having a call, a callback request per email can be generated. The email will have available callinformation already preloaded, like name, number and email-address of the caller if available.

'''Show Notes button in the Call History.'''

Action key in the call history items to jump to the corresponding Notes in the Connect App.

'''Show fold/ unfold view for adjusting WQ height in Config'''

changed design for configuring the showed Waiting Queue call section height.

'''Show Blf slider in Icons only view'''

when selected the Icons only view of the BLF a slider will be shown.

'''Improved search funcionality.'''

The improved search functionality is in line with the (Soft)Phone App search showing the source of the search result.

'''Improved search details.'''

Improved the shown details from a search result and showing more info in the BLF entry details.

'''Create a popup box for already existing shortcuts.'''

In case you enter a short cut that already excist, it will give you a warning that this shortcut is already created.

'''ed.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in BLF.''' 
Show users immediately in the BLF after adding them to a group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after connecting a Call.

'''Fix: Issue to many calls when starting call forward breakthrough.''' 
Fixed call forward breakthrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
The Display Name was wrongly used as User Identifier/Common Name to assign the 'queue'-group.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a change by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the behavior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice, the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

'''Fix: Show CFx Icon on toggling from large to small Icon view'''

Fixed to show the Call Forward Icon in the small view of the Busy Lamp Field.

'''Fix: Favorites did have less actions than other contacts in the BLF'''

Fixed to show all possibile actions on the BLF entries in the favorites section

'''Fix Add option to fix WQ height in config'''

Fixed added option to waiting queues height configuration

'''For further fixes to come with future service releases, please consult our release notes accordingly.''' 

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App must '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

'''Note''': Make sure to close the Switchboard App of the user when adjusting the config this user via the Switchboard Admin App. This ensure that changes are not overwritten again with the old values.

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

Before doing any changes for any switchboard user, make sure that this user has closed the Switchboard App. Perform the changes, and afterward the Switchboard App user can reopen the Switchboard App and the changes will be applied.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If disabled: a long list of incoming calls will be shown.
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
** Fix WQ height optional with height setting between 0 and 50
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Howto:How to Reset IPXXX

2026-02-20T11:32:10Z

Kpe: /* More Information */

==Summary==
Reset options for innovaphone devices

==Applies To==
This information applies to

* All innovaphone products with the latest boot code.


==More Information==
Different options resetting innovaphone devices.

* bringing to Factory default
* bringing to TFTP mode for GWLoad
* clearing config
* explaining the LED behavior

Additional Information for the following table, TFTP-Mode or TFTP-Mode + FACTORY RESET for the phones IP110, IP150, IP200, IP202, IP230, IP240

Seperating the phone from the power, press the Key/Button, keep on pressing the Key/Button, plug in the PSU or ethernet cable (in case of PoE), watch the status of the device (table: visual display), release the Key/Button after time shown in the table. If you want to reanimate this devices now with GWLoad, do not powercycle the device again. If the factory reset was successful the device is now in the defined TFTP-Mode and ready for GWLoad. If you just wanted to factory reset the device you can do a powercycle for sure.

If the factory reset was not successful please contact rma@innovaphone.com

or look at [[Howto:Get Access to Gateways if the Assistant doesn't boot the Device]].

{| border=1
!Device (visual display)
!Reset Button/Key
!Button pressed
!Clear Config
Firmware
Boot code update
!Pressing Button to TFTP without deleting config in seconds ca.
!Pressing Button to factory reset in seconds ca.
!GWLoad- / TFTP-Mode
!Firmware starting
!Firmware ready
!Firmware Error
|----
|IP21
(all LED's)
|Button
|ready: <5s blink, >5s constant flash

line1 + line2 + door + aux constant flash / link + act off

with plugged in ethernet cable 100M + link: <3s off, >3s normal operating state
|...

ready fast blink, line1 + line2 + door + aux off link + 100M normal operating

|3
|25
|all LED’s are constant flashing

link is blinking
|ready + line1/2 + door + aux + 100M (if link)

permanent for ca. 5s

link blinking
|ready + 100M (if link)

link blinking
|
|----
|IP400
(all LED’s)
|Button
|PPP+Tel.1+Tel.2: <5s blink, [5;8] constant flash, >8 ready + link + act constant flash

without ethernet cable plugged in: <8s off, 8s one blink, >8s off
|
|3
|25
|ready + link + act flashing constant
|<8 ready + PPP + tel1 + tel2 constant flash,

[3;10] link + act. uncoordinated flashing

>10s ready + link (if link) constant act. blinking
|ready + 100M (if link)

link blinking
|
|----
|IP3000
(all LED’s)
|Button
|<6s PRI1+PRI2+S/T+ready blink, [6;10] PRI1 + PRI2 + S/T + ready constant flash,

act + speed + link off

>10s PRI1 + PRI2 + S/T constant flash, ready + act + speed + link off

with ethernet cable plugged in: act + speed + link normal working state
|fast blink (green)
|3
|25
|all LED’s flashing permanent

ready off

link blinking
|>2 link + speed constant flashing, act blinking

<5s PRI1 + PRI2 + S/T constant flash

>5s ready constant flash, (if link) link + speed constant flashing, act blinking
|ready constant flash, (if link) link + speed constant flashing, act blinking
|blinking (green)
|----
|IP800/IP6000/IPx010
(red/green/orange ready LED )
|Button
|<6 slow gn blink

[6;10] constant red

[10;13] fast gn blink

<13 constant orange
|fast blink (green)
|3
|15 (IP800)

15-20 (IP6000/IPx010)
|constant orange
|red
|green
|blinking (red)
|----
|IP1200
|Button
|<2s alarm red constant flash, ready off

[2;7] alarm off, ready slow blink green

[7;13] alarm off, ready fast blink green

>13s alarm off, ready 2 Hz blink green
|fast blink
|3
|10
|slow flash ca. 2 Hz
|<2s alarm red constant flash

ready green constant flash

power orange constant flash

[2;4] alarm off, ready off, power orange

>4s alarm off, ready constant green flash, power constant green flash
|ready constant green flash and power constant orange flash
|alarm (red)
|----
|IP1202/IP1203
|Button
|<3s LED off

[3;10] LED blink fast blue 1 sec

>10s LED blink fast blue 1 sec,
than blink slow blue until factory reset completed,
than constant yellow/amber
|fast blink in blue
|3
|10
|constant yellow/amber
|LED red until firmware lstarted

LED blink fast red until ethernet link up

LED blink fast blue until Air Sync established

LED constant blue if Air Sync OK

|LED constant blue
|LED constant red
|----
|IP200/IP202
(red handset)
|alt key
|slow blink
|slow blink
|3
|5
|constant flash
|slow blink
|off
|constant flash
|----
|IP200A/IP210
(red handset)
|alt key
|slow blink
|fast blink
|3
|15
|slow flash
ca. 2 Hz
|on
|off
|blinking
|----
|IP110
(LED’s in F1 key)
|save key
|slow blink
|F1 off
|3
|10 - 15
|slow flash
ca. 2 Hz
|constant F1 flash
|off
|blinking
|----
|IP101
(MWI LED)
|backspace key
|press key when power cycle, hold ca 10 sec till led flashing. Power cycle again when slow blink
|
|
|
|
|
|
|
|----
|IP102
(MWI LED)
|backspace key
|press key when power cycle, hold ca 10 sec till led flashing. Power cycle again when slow blink
|
|
|
|
|
|
|
|----
|IP111
(MWI LED)
|home key
|press key when power cycle, hold ca 10 sec till led flashing. Power cycle again when slow blink
|
|
|
|
|
|
|
|----
|IP112
(MWI LED)
|home key
|press key when power cycle, hold ca 10 sec till led flashing. Power cycle again when slow blink
|
|
|
|
|
|
|
|----
|IP150
|menu key
|press key when power cycle, hold till display flashing and goes off. Power cycle again
|
|
|
|
|
|
|
|----
|IP160
|star key
|press key when power cycle, hold ca 15 sec till display is on
|
|
|
|
|
|
|
|-
|IP17x
|button
|press button on PCB board when power cycle, hold ca 10 sec till led flashing. Power cycle again when slow blink
|
|
|
|
|
|
|
|----
|IP230
(menu key)
|menu key
|slow blink
|fast blink
|3
|10
|slow flash
ca. 2 Hz
|on
|off
|blinking
|----
|IP240
(menu key)
|menu key
|slow blink
|fast blink
|3
|10
|slow flash
ca. 2 Hz
|on
|off
|blinking
|----
|IP241
(menu key)
|alt key
|slow blink
|fast blink
|3
|10
|slow flash
ca. 2 Hz
|on
|off
|blinking
|----
|IP222
(MWI LED)
|ESC key or Home key
|slow blink
|fast blink
|3
|15
|slow flash
ca. 2 Hz
|on
|off
|blinking
|----
|IP232
(MWI LED)
|ESC key or Home key
|slow blink
|fast blink
|3
|15
|slow flash
ca. 2 Hz
|on
|off
|blinking
|-
|IP270
|Home key
|press key when power cycle, hold until LED remains steady
|
|
|
|
|
|
|
|}

== Related Articles ==
* [[Howto:How to use gwload]]
* [[Howto:How_to_Reset_IPXXX_(V10...)]]

[[Category:Howto|{{PAGENAME}}]]

Howto:How to Reset IPXXX

2026-02-20T11:31:04Z

Kpe: /* More Information */

==Summary==
Reset options for innovaphone devices

==Applies To==
This information applies to

* All innovaphone products with the latest boot code.


==More Information==
Different options resetting innovaphone devices.

* bringing to Factory default
* bringing to TFTP mode for GWLoad
* clearing config
* explaining the LED behavior

Additional Information for the following table, TFTP-Mode or TFTP-Mode + FACTORY RESET for the phones IP110, IP150, IP200, IP202, IP230, IP240

Seperating the phone from the power, press the Key/Button, keep on pressing the Key/Button, plug in the PSU or ethernet cable (in case of PoE), watch the status of the device (table: visual display), release the Key/Button after time shown in the table. If you want to reanimate this devices now with GWLoad, do not powercycle the device again. If the factory reset was successful the device is now in the defined TFTP-Mode and ready for GWLoad. If you just wanted to factory reset the device you can do a powercycle for sure.

If the factory reset was not successful please contact rma@innovaphone.com

or look at [[Howto:Get Access to Gateways if the Assistant doesn't boot the Device]].

{| border=1
!Device (visual display)
!Reset Button/Key
!Button pressed
!Clear Config
Firmware
Boot code update
!Pressing Button to TFTP without deleting config in seconds ca.
!Pressing Button to factory reset in seconds ca.
!GWLoad- / TFTP-Mode
!Firmware starting
!Firmware ready
!Firmware Error
|----
|IP21
(all LED's)
|Button
|ready: <5s blink, >5s constant flash

line1 + line2 + door + aux constant flash / link + act off

with plugged in ethernet cable 100M + link: <3s off, >3s normal operating state
|...

ready fast blink, line1 + line2 + door + aux off link + 100M normal operating

|3
|25
|all LED’s are constant flashing

link is blinking
|ready + line1/2 + door + aux + 100M (if link)

permanent for ca. 5s

link blinking
|ready + 100M (if link)

link blinking
|
|----
|IP400
(all LED’s)
|Button
|PPP+Tel.1+Tel.2: <5s blink, [5;8] constant flash, >8 ready + link + act constant flash

without ethernet cable plugged in: <8s off, 8s one blink, >8s off
|
|3
|25
|ready + link + act flashing constant
|<8 ready + PPP + tel1 + tel2 constant flash,

[3;10] link + act. uncoordinated flashing

>10s ready + link (if link) constant act. blinking
|ready + 100M (if link)

link blinking
|
|----
|IP3000
(all LED’s)
|Button
|<6s PRI1+PRI2+S/T+ready blink, [6;10] PRI1 + PRI2 + S/T + ready constant flash,

act + speed + link off

>10s PRI1 + PRI2 + S/T constant flash, ready + act + speed + link off

with ethernet cable plugged in: act + speed + link normal working state
|fast blink (green)
|3
|25
|all LED’s flashing permanent

ready off

link blinking
|>2 link + speed constant flashing, act blinking

<5s PRI1 + PRI2 + S/T constant flash

>5s ready constant flash, (if link) link + speed constant flashing, act blinking
|ready constant flash, (if link) link + speed constant flashing, act blinking
|blinking (green)
|----
|IP800/IP6000/IPx010
(red/green/orange ready LED )
|Button
|<6 slow gn blink

[6;10] constant red

[10;13] fast gn blink

<13 constant orange
|fast blink (green)
|3
|15 (IP800)

15-20 (IP6000/IPx010)
|constant orange
|red
|green
|blinking (red)
|----
|IP1200
|Button
|<2s alarm red constant flash, ready off

[2;7] alarm off, ready slow blink green

[7;13] alarm off, ready fast blink green

>13s alarm off, ready 2 Hz blink green
|fast blink
|3
|10
|slow flash ca. 2 Hz
|<2s alarm red constant flash

ready green constant flash

power orange constant flash

[2;4] alarm off, ready off, power orange

>4s alarm off, ready constant green flash, power constant green flash
|ready constant green flash and power constant orange flash
|alarm (red)
|----
|IP1202/IP1203
|Button
|<3s LED off

[3;10] LED blink fast blue 1 sec

>10s LED blink fast blue 1 sec,
than blink slow blue until factory reset completed,
than constant yellow/amber
|fast blink in blue
|3
|10
|constant yellow/amber
|LED red until firmware lstarted

LED blink fast red until ethernet link up

LED blink fast blue until Air Sync established

LED constant blue if Air Sync OK

|LED constant blue
|LED constant red
|----
|IP200/IP202
(red handset)
|alt key
|slow blink
|slow blink
|3
|5
|constant flash
|slow blink
|off
|constant flash
|----
|IP200A/IP210
(red handset)
|alt key
|slow blink
|fast blink
|3
|15
|slow flash
ca. 2 Hz
|on
|off
|blinking
|----
|IP110
(LED’s in F1 key)
|save key
|slow blink
|F1 off
|3
|10 - 15
|slow flash
ca. 2 Hz
|constant F1 flash
|off
|blinking
|----
|IP101
(MWI LED)
|backspace key
|press key when power cycle, hold ca 10 sec till led flashing. Power cycle again when slow blink
|
|
|
|
|
|
|
|----
|IP102
(MWI LED)
|backspace key
|press key when power cycle, hold ca 10 sec till led flashing. Power cycle again when slow blink
|
|
|
|
|
|
|
|----
|IP111
(MWI LED)
|home key
|press key when power cycle, hold ca 10 sec till led flashing. Power cycle again when slow blink
|
|
|
|
|
|
|
|----
|IP112
(MWI LED)
|home key
|press key when power cycle, hold ca 10 sec till led flashing. Power cycle again when slow blink
|
|
|
|
|
|
|
|----
|IP150
|menu key
|press key when power cycle, hold till display flashing and goes off. Power cycle again
|
|
|
|
|
|
|
|----
|IP160
|star key
|press key when power cycle, hold ca 15 sec till display is on
|
|
|
|
|
|
|
|-
|IP17x
|button
|press button when power cycle, hold ca 10 sec till led flashing. Power cycle again when slow blink
|
|
|
|
|
|
|
|----
|IP230
(menu key)
|menu key
|slow blink
|fast blink
|3
|10
|slow flash
ca. 2 Hz
|on
|off
|blinking
|----
|IP240
(menu key)
|menu key
|slow blink
|fast blink
|3
|10
|slow flash
ca. 2 Hz
|on
|off
|blinking
|----
|IP241
(menu key)
|alt key
|slow blink
|fast blink
|3
|10
|slow flash
ca. 2 Hz
|on
|off
|blinking
|----
|IP222
(MWI LED)
|ESC key or Home key
|slow blink
|fast blink
|3
|15
|slow flash
ca. 2 Hz
|on
|off
|blinking
|----
|IP232
(MWI LED)
|ESC key or Home key
|slow blink
|fast blink
|3
|15
|slow flash
ca. 2 Hz
|on
|off
|blinking
|-
|IP270
|Home key
|press key when power cycle, hold until LED remains steady
|
|
|
|
|
|
|
|}

== Related Articles ==
* [[Howto:How to use gwload]]
* [[Howto:How_to_Reset_IPXXX_(V10...)]]

[[Category:Howto|{{PAGENAME}}]]

Howto:Update innovaphone.com Wildcard-Certificate in a Device Trustlist

2026-02-05T14:58:50Z

Kpe: /* Applies To */

'''This article is obsolete for the push service, please see [[Howto13r2:12r2/13r1 legacy push server will be migrated to push.innovaphone.com]]'''

==Applies To==
This information applies to
* All innovaphone IP-Phones and -Gateways with 12r2, 13r3, 14r1, 14r2 firmware and > V15r1 firmware and no Devices certificate deployment configured.

==More Information==

===Problem Details===
On the end date of the current certificate <code>*.innovaphone.com</code> it will expire. '''We will renew this certificate every year on time.''' This certificate is used in the PBX trust list to establish an encrypted connection between your PBX and the innovaphone services.
To ensure that a service also works for your customers after the excisting certificate end date, a new vlid certificate must be added to the trust list of the respective PBX.
After the excisting certificate end date, the old <code>*.innovaphone.com</code> certificate can be deleted.
This certificate is currently only relevant for gateways on which a service connection to innovaphone is established. During the transition period of the release of a new certificate and the end date of the old certificate, both <code>*.innovaphone.com</code> certificates are required.

Additionally, every time an innovaphone devices is restarted, the current <code>*.innovaphone.com</code> certificate generates a [[Reference9:Event/0x000c1001| x509: A certificate has expired or will expire soon]] event.

'''If you use the [[Reference14r2:Concept App Service Devices#Certificates configuration|Devices - certificate trustlist concept]] you are not affected, and the certificate will be installed automatically.'''

===Resolution===
Here are three ways to replace the certificate on all innovaphone devices.

1. In the version 12r2sr72, 13r3sr22, 14r1sr10 and 14r2sr5 the certificate will be added automatically during the update.
After the old certificate end date, it can be manually deleted. Also, current firmware includes a mechanism to prevent ''Certificate expiration events'' in case that a new certificate exists for the same CN.
Finally, devices with 12r2sr72, 13r3sr22, 14r1sr10 and 14r2sr5 firmware will have after a factory reset only the new *.innovaphone.com certificate.

2. The certificate can be added manually on the PBX. It can be downloaded [[:File:Star innovaphone cert 2025.zip|here]] and then be uploaded on the PBX under [[Reference14r2:General/Certificates&action=edit&redlink=1|General/Certificates/Trust list]].
After 27.12.2024, the old certificate can be manually deleted.

3. The new certificate can be added, and the old certificate can be deleted via commands (which can be sent using an update server or the [[Reference14r2:Concept App Service Devices#Expert configuration| Expert configuration]] in ''Devices''). This needs a reboot of the device.
Save the new certificate in the trust list:
!vars create X509/TRUSTED pba 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

Remove old certificate (optional):
!mod cmd X509 form /item-trusted-3ccaa98ee59e6fd2ae91299fab78970d4f9f39a37eed987b32982e6a8a201afb70f7068f on /trusted-delete Remove

===Additional Recommendation===

If you are still connected to the ''old'' push-service (services.innovaphone.com), we recommend switching to the new push-service described in the [[Howto13r2:12r2/13r1 legacy push server will be migrated to push.innovaphone.com| Push Migration (Shutdown planned for 31.12.2024)]]. We currently evaluate to change the certificate used on the push-service to an innovaphone CA-signed one, with a longer duration time.

== Related Articles ==
* [[Howto13r2:12r2/13r1_legacy_push_server_will_be_migrated_to_push.innovaphone.com]]
* [[Reference15r1:Concept App Service Devices#Certificates configuration]]

[[Category:Howto|{{PAGENAME}}]]

Howto:Update innovaphone.com Wildcard-Certificate in a Device Trustlist

2026-02-05T14:40:34Z

Kpe: /* Resolution */

'''This article is obsolete for the push service, please see [[Howto13r2:12r2/13r1 legacy push server will be migrated to push.innovaphone.com]]'''

==Applies To==
This information applies to
* All innovaphone IP-Phones and -Gateways with 12r2, 13r3, 14r1, 14r2, V15r1 firmware and no Devices certificate deployment configured.

==More Information==

===Problem Details===
On the end date of the current certificate <code>*.innovaphone.com</code> it will expire. '''We will renew this certificate every year on time.''' This certificate is used in the PBX trust list to establish an encrypted connection between your PBX and the innovaphone services.
To ensure that a service also works for your customers after the excisting certificate end date, a new vlid certificate must be added to the trust list of the respective PBX.
After the excisting certificate end date, the old <code>*.innovaphone.com</code> certificate can be deleted.
This certificate is currently only relevant for gateways on which a service connection to innovaphone is established. During the transition period of the release of a new certificate and the end date of the old certificate, both <code>*.innovaphone.com</code> certificates are required.

Additionally, every time an innovaphone devices is restarted, the current <code>*.innovaphone.com</code> certificate generates a [[Reference9:Event/0x000c1001| x509: A certificate has expired or will expire soon]] event.

'''If you use the [[Reference14r2:Concept App Service Devices#Certificates configuration|Devices - certificate trustlist concept]] you are not affected, and the certificate will be installed automatically.'''

===Resolution===
Here are three ways to replace the certificate on all innovaphone devices.

1. In the version 12r2sr72, 13r3sr22, 14r1sr10 and 14r2sr5 the certificate will be added automatically during the update.
After the old certificate end date, it can be manually deleted. Also, current firmware includes a mechanism to prevent ''Certificate expiration events'' in case that a new certificate exists for the same CN.
Finally, devices with 12r2sr72, 13r3sr22, 14r1sr10 and 14r2sr5 firmware will have after a factory reset only the new *.innovaphone.com certificate.

2. The certificate can be added manually on the PBX. It can be downloaded [[:File:Star innovaphone cert 2025.zip|here]] and then be uploaded on the PBX under [[Reference14r2:General/Certificates&action=edit&redlink=1|General/Certificates/Trust list]].
After 27.12.2024, the old certificate can be manually deleted.

3. The new certificate can be added, and the old certificate can be deleted via commands (which can be sent using an update server or the [[Reference14r2:Concept App Service Devices#Expert configuration| Expert configuration]] in ''Devices''). This needs a reboot of the device.
Save the new certificate in the trust list:
!vars create X509/TRUSTED pba 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

Remove old certificate (optional):
!mod cmd X509 form /item-trusted-3ccaa98ee59e6fd2ae91299fab78970d4f9f39a37eed987b32982e6a8a201afb70f7068f on /trusted-delete Remove

===Additional Recommendation===

If you are still connected to the ''old'' push-service (services.innovaphone.com), we recommend switching to the new push-service described in the [[Howto13r2:12r2/13r1 legacy push server will be migrated to push.innovaphone.com| Push Migration (Shutdown planned for 31.12.2024)]]. We currently evaluate to change the certificate used on the push-service to an innovaphone CA-signed one, with a longer duration time.

== Related Articles ==
* [[Howto13r2:12r2/13r1_legacy_push_server_will_be_migrated_to_push.innovaphone.com]]
* [[Reference15r1:Concept App Service Devices#Certificates configuration]]

[[Category:Howto|{{PAGENAME}}]]

Howto:Update innovaphone.com Wildcard-Certificate in a Device Trustlist

2026-02-05T14:38:51Z

Kpe: /* Related Articles */

'''This article is obsolete for the push service, please see [[Howto13r2:12r2/13r1 legacy push server will be migrated to push.innovaphone.com]]'''

==Applies To==
This information applies to
* All innovaphone IP-Phones and -Gateways with 12r2, 13r3, 14r1, 14r2, V15r1 firmware and no Devices certificate deployment configured.

==More Information==

===Problem Details===
On the end date of the current certificate <code>*.innovaphone.com</code> it will expire. '''We will renew this certificate every year on time.''' This certificate is used in the PBX trust list to establish an encrypted connection between your PBX and the innovaphone services.
To ensure that a service also works for your customers after the excisting certificate end date, a new vlid certificate must be added to the trust list of the respective PBX.
After the excisting certificate end date, the old <code>*.innovaphone.com</code> certificate can be deleted.
This certificate is currently only relevant for gateways on which a service connection to innovaphone is established. During the transition period of the release of a new certificate and the end date of the old certificate, both <code>*.innovaphone.com</code> certificates are required.

Additionally, every time an innovaphone devices is restarted, the current <code>*.innovaphone.com</code> certificate generates a [[Reference9:Event/0x000c1001| x509: A certificate has expired or will expire soon]] event.

'''If you use the [[Reference14r2:Concept App Service Devices#Certificates configuration|Devices - certificate trustlist concept]] you are not affected, and the certificate will be installed automatically.'''

===Resolution===
Here are three ways to replace the certificate on all innovaphone devices.

1. In the version 12r2sr72, 13r3sr22, 14r1sr10 and 14r2sr5 the certificate will be added automatically during the update.
After 27.12.2024 the old certificate can be manually deleted. Also, current firmware includes a mechanism to prevent ''Certificate expiration events'' in case that a new certificate exists for the same CN.
Finally, devices with 12r2sr72, 13r3sr22, 14r1sr10 and 14r2sr5 firmware will have after a factory reset only the new *.innovaphone.com certificate.

2. The certificate can be added manually on the PBX. It can be downloaded [[:File:Star innovaphone cert 2025.zip|here]] and then be uploaded on the PBX under [[Reference14r2:General/Certificates&action=edit&redlink=1|General/Certificates/Trust list]].
After 27.12.2024, the old certificate can be manually deleted.

3. The new certificate can be added, and the old certificate can be deleted via commands (which can be sent using an update server or the [[Reference14r2:Concept App Service Devices#Expert configuration| Expert configuration]] in ''Devices''). This needs a reboot of the device.
Save the new certificate in the trust list:
!vars create X509/TRUSTED pba 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

Remove old certificate (optional):
!mod cmd X509 form /item-trusted-3ccaa98ee59e6fd2ae91299fab78970d4f9f39a37eed987b32982e6a8a201afb70f7068f on /trusted-delete Remove

===Additional Recommendation===

If you are still connected to the ''old'' push-service (services.innovaphone.com), we recommend switching to the new push-service described in the [[Howto13r2:12r2/13r1 legacy push server will be migrated to push.innovaphone.com| Push Migration (Shutdown planned for 31.12.2024)]]. We currently evaluate to change the certificate used on the push-service to an innovaphone CA-signed one, with a longer duration time.

== Related Articles ==
* [[Howto13r2:12r2/13r1_legacy_push_server_will_be_migrated_to_push.innovaphone.com]]
* [[Reference15r1:Concept App Service Devices#Certificates configuration]]

[[Category:Howto|{{PAGENAME}}]]

Howto:Update innovaphone.com Wildcard-Certificate in a Device Trustlist

2026-02-05T14:37:43Z

Kpe: /* Problem Details */

'''This article is obsolete for the push service, please see [[Howto13r2:12r2/13r1 legacy push server will be migrated to push.innovaphone.com]]'''

==Applies To==
This information applies to
* All innovaphone IP-Phones and -Gateways with 12r2, 13r3, 14r1, 14r2, V15r1 firmware and no Devices certificate deployment configured.

==More Information==

===Problem Details===
On the end date of the current certificate <code>*.innovaphone.com</code> it will expire. '''We will renew this certificate every year on time.''' This certificate is used in the PBX trust list to establish an encrypted connection between your PBX and the innovaphone services.
To ensure that a service also works for your customers after the excisting certificate end date, a new vlid certificate must be added to the trust list of the respective PBX.
After the excisting certificate end date, the old <code>*.innovaphone.com</code> certificate can be deleted.
This certificate is currently only relevant for gateways on which a service connection to innovaphone is established. During the transition period of the release of a new certificate and the end date of the old certificate, both <code>*.innovaphone.com</code> certificates are required.

Additionally, every time an innovaphone devices is restarted, the current <code>*.innovaphone.com</code> certificate generates a [[Reference9:Event/0x000c1001| x509: A certificate has expired or will expire soon]] event.

'''If you use the [[Reference14r2:Concept App Service Devices#Certificates configuration|Devices - certificate trustlist concept]] you are not affected, and the certificate will be installed automatically.'''

===Resolution===
Here are three ways to replace the certificate on all innovaphone devices.

1. In the version 12r2sr72, 13r3sr22, 14r1sr10 and 14r2sr5 the certificate will be added automatically during the update.
After 27.12.2024 the old certificate can be manually deleted. Also, current firmware includes a mechanism to prevent ''Certificate expiration events'' in case that a new certificate exists for the same CN.
Finally, devices with 12r2sr72, 13r3sr22, 14r1sr10 and 14r2sr5 firmware will have after a factory reset only the new *.innovaphone.com certificate.

2. The certificate can be added manually on the PBX. It can be downloaded [[:File:Star innovaphone cert 2025.zip|here]] and then be uploaded on the PBX under [[Reference14r2:General/Certificates&action=edit&redlink=1|General/Certificates/Trust list]].
After 27.12.2024, the old certificate can be manually deleted.

3. The new certificate can be added, and the old certificate can be deleted via commands (which can be sent using an update server or the [[Reference14r2:Concept App Service Devices#Expert configuration| Expert configuration]] in ''Devices''). This needs a reboot of the device.
Save the new certificate in the trust list:
!vars create X509/TRUSTED pba 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

Remove old certificate (optional):
!mod cmd X509 form /item-trusted-3ccaa98ee59e6fd2ae91299fab78970d4f9f39a37eed987b32982e6a8a201afb70f7068f on /trusted-delete Remove

===Additional Recommendation===

If you are still connected to the ''old'' push-service (services.innovaphone.com), we recommend switching to the new push-service described in the [[Howto13r2:12r2/13r1 legacy push server will be migrated to push.innovaphone.com| Push Migration (Shutdown planned for 31.12.2024)]]. We currently evaluate to change the certificate used on the push-service to an innovaphone CA-signed one, with a longer duration time.

== Related Articles ==
* [[Howto13r2:12r2/13r1_legacy_push_server_will_be_migrated_to_push.innovaphone.com]]

[[Category:Howto|{{PAGENAME}}]]

Reference16r1:Concept App Service Queues

2026-01-27T17:22:24Z

Kpe: /* V16 Improvements */

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Breakthrough of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for changing the mobility destination of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be initiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringing or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Notes for in- and outgoing calls in connect.''' 
When having an in- or outgoing call, you can add a note for this call in the Connect App. When a new call arrives, the Note can be consulted as additional information about this caller or called number.

'''Callback request email during a call.''' 
When having a call, a callback request per email can be generated. The email will have available callinformation already preloaded, like name, number and email-address of the caller if available.

'''Improved search funcionality.'''

The improved search functionality is in line with the (Soft)Phone App search showing the source of the search result.

'''Improved search details.'''

Improved the shown details from a search result and showing more info in the BLF entry details.

'''Fix: Issue breakthrough option/button not updated.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in BLF.''' 
Show users immediately in the BLF after adding them to a group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after connecting a Call.

'''Fix: Issue to many calls when starting call forward breakthrough.''' 
Fixed call forward breakthrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
The Display Name was wrongly used as User Identifier/Common Name to assign the 'queue'-group.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a change by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the behavior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice, the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

'''Further fixes will come with future service releases. Please consult our release notes accordingly.''' 

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App must '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

'''Note''': Make sure to close the Switchboard App of the user when adjusting the config this user via the Switchboard Admin App. This ensure that changes are not overwritten again with the old values.

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

Before doing any changes for any switchboard user, make sure that this user has closed the Switchboard App. Perform the changes, and afterward the Switchboard App user can reopen the Switchboard App and the changes will be applied.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If disabled: a long list of incoming calls will be shown.
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
** Fix WQ height optional with height setting between 0 and 50
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Reference16r1:Concept App Service Queues

2026-01-15T10:17:01Z

Kpe: /* V16 Improvements */

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Breakthrough of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for changing the mobility destination of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be initiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringing or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Notes for in- and outgoing calls in connect.''' 
When having an in- or outgoing call, you can add a note for this call in the Connect App. When a new call arrives, the Note can be consulted as additional information about this caller or called number.

'''Callback request email during a call.''' 
When having a call, a callback request per email can be generated. The email will have available callinformation already preloaded, like name, number and email-address of the caller if available.

'''Fix: Issue breakthrough option/button not updated.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in BLF.''' 
Show users immediately in the BLF after adding them to a group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after connecting a Call.

'''Fix: Issue to many calls when starting call forward breakthrough.''' 
Fixed call forward breakthrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
The Display Name was wrongly used as User Identifier/Common Name to assign the 'queue'-group.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a change by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the behavior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice, the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

'''Further fixes will come with future service releases. Please consult our release notes accordingly.''' 

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App must '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

'''Note''': Make sure to close the Switchboard App of the user when adjusting the config this user via the Switchboard Admin App. This ensure that changes are not overwritten again with the old values.

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

Before doing any changes for any switchboard user, make sure that this user has closed the Switchboard App. Perform the changes, and afterward the Switchboard App user can reopen the Switchboard App and the changes will be applied.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If disabled: a long list of incoming calls will be shown.
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
** Fix WQ height optional with height setting between 0 and 50
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Reference16r1:Concept App Service Queues

2026-01-15T10:16:35Z

Kpe: /* V16 Improvements */

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Breakthrough of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for changing the mobility destination of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be initiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringing or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Notes for in- and outgoing calls in connect.''' 
When having an in- or outgoing call, you can add a note for this call in the Connect App. When a new call arrives, the Note can be consulted as additional information about this caller or called number.

'''Callback request email during a call.'''
When having a call, a callback request per email can be generated. The email will have available callinformation already preloaded, like name, number and email-address of the caller if available.

'''Fix: Issue breakthrough option/button not updated.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in BLF.''' 
Show users immediately in the BLF after adding them to a group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after connecting a Call.

'''Fix: Issue to many calls when starting call forward breakthrough.''' 
Fixed call forward breakthrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
The Display Name was wrongly used as User Identifier/Common Name to assign the 'queue'-group.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a change by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the behavior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice, the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

'''Further fixes will come with future service releases. Please consult our release notes accordingly.''' 

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App must '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

'''Note''': Make sure to close the Switchboard App of the user when adjusting the config this user via the Switchboard Admin App. This ensure that changes are not overwritten again with the old values.

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

Before doing any changes for any switchboard user, make sure that this user has closed the Switchboard App. Perform the changes, and afterward the Switchboard App user can reopen the Switchboard App and the changes will be applied.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If disabled: a long list of incoming calls will be shown.
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
** Fix WQ height optional with height setting between 0 and 50
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Reference16r1:Concept App Service Queues

2026-01-15T10:16:05Z

Kpe: /* V16 Improvements */

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Breakthrough of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for changing the mobility destination of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be initiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringing or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Notes for in- and outgoing calls in connect.''' 
When having an in- or outgoing call, you can add a note for this call in the Connect App. When a new call arrives, the Note can be consulted as additional information about this caller or called number.

'''Callback request email during a call.'''

When having a call, a callback request per email can be generated. The email will have available callinformation already preloaded, like name, number and email-address of the caller if available.

'''Fix: Issue breakthrough option/button not updated.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in BLF.''' 
Show users immediately in the BLF after adding them to a group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after connecting a Call.

'''Fix: Issue to many calls when starting call forward breakthrough.''' 
Fixed call forward breakthrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
The Display Name was wrongly used as User Identifier/Common Name to assign the 'queue'-group.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a change by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the behavior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice, the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

'''Further fixes will come with future service releases. Please consult our release notes accordingly.''' 

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App must '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

'''Note''': Make sure to close the Switchboard App of the user when adjusting the config this user via the Switchboard Admin App. This ensure that changes are not overwritten again with the old values.

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

Before doing any changes for any switchboard user, make sure that this user has closed the Switchboard App. Perform the changes, and afterward the Switchboard App user can reopen the Switchboard App and the changes will be applied.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If disabled: a long list of incoming calls will be shown.
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
** Fix WQ height optional with height setting between 0 and 50
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Howto:Security works with innovaphone

2026-01-14T11:43:41Z

Kpe: /* Related Articles */

==Applies To==

* all innovaphone devices

==More Information==
Security issues in VoIP installations become more and more important to customers. While innovaphone very early has implemented a security framework based on the H.235 standard for H.323 supporting authentication and message integrity, the need for encryption to enforce privacy more and more emerges as a requirement.

This paper discusses the existing mechanisms in the version 6,7,8 and 9 release.

==Risks==

Voice over IP applications are like all other data applications exposed to a number of security threats.

These threats can be categorized as follows

• Availability

• Privacy

• Integrity

• Authenticity

• Accountability

===Availability===
As all devices attached to a network, VoIP devices may be subject to attacks against the availability of their offered services.

Such so-called Denial of Service Attacks may be attempted using various strategies, including amongst others exploiting weaknesses of the implementation or legal but excessive use of offered resources.

===Privacy===
As with all communication systems, VoIP devices may be misused to disclose confidential information. With telephone systems, this obviously involves unauthorized access to voice conversations. Moreover, access to configuration data (such as registration accounts, passwords, and extension numbers) can be of interest to attackers as well as call data (such as time and source/destination of calls). Call fraud or so called [[Howto:Protection against Brute Force Attacks | brute force attacks]] are very common these days.

===Integrity===
The integrity of call signalling data as well as of the voice communication itself can be of utmost importance. Spoofing of calling party ids for example may be used to obtain unaccounted access to particular resources (such as long distance calls or special services). But also more subtle and non-obvious tampering with call signalling data like faking cause codes (signalling busy when the party in fact does not respond) etc. or silently changing a call destination may cause severe harm.

==Security Features implemented in Version 6==

innovaphone products today feature a number of security features.

This article provides a rundown of the essential features and how they are enabled.

===Securing Configuration Data===
All configurations for innovaphone devices are stored in local flash memory.

While access to the data through normal interfaces is password protected, the content can potentially be examined if an attacker has physical access to the device (this would require disassembly of the device and examination of the flash EPROM).

Whenever you pass a configured device to someone else (e.g. when selling it), you should keep this in mind. If this is a concern, erase the data before (see related articles below). Configuration data can be dumped to text format using the “Config show” command.

From version 5 on, the resulting text file does not contain any clear-text passwords. Still, remaining configuration information may be considered sensitive. So be careful when providing this information to 3rd parties.

Because passwords are encrypted in the config file, you will need to remember the admin password of the device being dumped in order to load it to another device later on.

===Securing Access to Configuration Data===
innovaphone devices are configured through a web based interface using HTTP or HTTPS access.

===HTTP===
For HTTP authentication, both basic authentication (which is not encrypted) as well as digest authentication is available. You should make sure the browser you are using supports digest authentication which allows for reasonable security against password snooping and man-in-the-middle attacks. There is an option to enforce digest authentication in the “General Settings” (in other words, to disable basic authentication).

However, since the PBX’s SOAP interface is based on HTTP too, all SOAP clients not supporting digest authentication (and the TAPI driver currently is such a client) would be disabled using this option.

innovaphone devices feature non-protected access to the devices home page.

This is convenient; however, it may reveal some critical information to random port scanners targeting a device from the Internet. You may thus choose to password protect even the home page using an option in the “General Settings” area.

By default, all HTTP clients can gain access to the device configuration provided they have the right password. However, there is an option to restrict HTTP access generally to a particular host or network. This option allows you to restrict all HTTP access (and thus administrative access too) e.g. to hosts from within your own LAN.

If remote configuration access is required though (which would be disabled by this setting), you may consider to setup an administrative PPTP (or PPP over ISDN) dial-in access to the device. Many innovaphone devices do support such kind of dial-in out of the box. You would then use the “assign remote IP address” option and assign a local ip address to the dial-in client. This way, remote configuration is still possible and additionally secured by the PPTP encryption layer.

Due to the computational overhead of HTTPS, HTTP payload traffic is not encrypted in innovaphone devices. If payload encryption is critical to you for administration access, make sure you configure an encrypted PPTP dial-in access for configuration as described above.

There is a legacy, telnet based access to the configuration layer. Telnet is inherently unsafe since it transfers unencrypted passwords. It is not recommended to use this. From build 04-5807 on, telnet access is disabled by default. Previous builds can disable telnet access by specifying “/port 0” on the TELNET0 config file line.

===HTTPS===
HTTPS is supported in the since Version 6 Service Release 2 (V6 SR2). RFC 2818 defines use of TLS (Transport Level Security, RFC 2246) to secure the HTTP protocol.

===Managing Accounts===
All administrative functions are secured by account names and passwords. It is strongly recommended neither to keep the default account nor the default password setting.

===Access to VoIP resources===
Access to VoIP resources (such as gatekeeper registrations and access to trunk lines) can be secured by account and password. If securing VoIP resources is an issue, make sure that all gatekeeper accounts are secured by a password. You may even want to consider disallowing any registration without password, even from within the local area network. This can be done in the “general settings” area of the PBX.

To protect your trunk lines from unintended access, make sure to configure all gateways (GWxx entries) properly. For gatekeeper type entries, make sure there is a password, for gateway type entries, make sure the configured netmask suits your needs. Double check all routing entries to avoid unintended access e.g. to trunk lines.

===PPP and PPTP===
When using built-in dial-in (PPP, PPTP) interfaces, PAP, CHAP, MS-CHAPv1 and Ms-CHAPv2 are supported. PAP by design does not allow for password encryption and is thus not recommended. The CHAP variations do support password encryption using MD4 and DES and are therefore reasonably secure.

There is no payload encryption available for PPP (that is, PPP over ISDN) and PPPoE (i.e. xDSL). However, using ISDN dialup, payload encryption is not really an issue.

PPTP however features powerful payload encryption in addition to password encryption. It is using SHA-1 for session key encryption and RC4 up to 128bit for payload encryption. If payload encryption is an issue to you, you should check the “enable encryption” flag in the PPTP configuration. Keep in mind that payload encryption incurs computational overhead and the number of concurrent PPTP session the device can handle is reduced. Using PPTP is an option if fully payload encrypted configuration access is a requirement (see above).

===RAS Registrations===
H323 user account passwords are obviously sensitive information. innovaphone devices feature RAS RegistrationRequest (RRQ) password encryption based on the H.235 standard (H.235v2 Annex D – Baseline Security Profile). By requiring knowledge of a shared secret on both ends, mutual authentication is provided by this mechanism.

===H.225 Signalling===
Based on the H.235 authentication (see above), H.225 signalling messages carry a signature which ensure message integrity in both directions. While message content may still be looked at and thus possibly sensitive information may be disclosed, this mechanism effectively disallows corruption of call, authentication and accounting data and renders man-in-the-middle attacks ineffective.

===RTP===
RTP (i.e. media stream) traffic is not encrypted with Version 6. However, media stream endpoints are negotiated securely (see above), so that content spoofing is made difficult.

===SIP message security===
The current SIP implementation features mutual digest authentication and a reasonable protection against spoofed identities, there is currently no message digest signature available in SIP messages. The integrity of SIP messages thus is not ensured as is the integrity of H.225 and RAS messages (see above).

===SOAP Client account===
SOAP clients (such as the TAPI driver or the Operator) require an account/password for authentication at the HTTP layer. Although the devices admin account can be used for that, it is better practice to use the PBX user password for this. For the HTTP credentials, you can use the PBX users “Name” as account and it’s “Password” as the password. You will use the “Long Name” as SOAP access user name.

When configuring the TAPI driver e.g., you would create a user with Long Name _TAPI_, Name tapi and a password. You would then use tapi/password as Gateway Platform Access/Account/Password and _TAPI_ as PBX Access/Username.

===SNMP===
SNMP is only for monitoring and does not allow any configuration changes. You may want to restrict the list of “accepted hosts” using the gateway applets SNMP area. You may want to change the “community” to a non-standard value.

===ISDN data calls===
ISDN data calls are accepted by innovaphone devices as voice calls are and they are routed similarly. Although innovaphone devices may be configured to terminate a data call and thus access the local network via dial-in, this option must be explicitly enabled.

===Denial of Service attacks===
Like any other network device, innovaphone devices may be a target for a denial of service attack. It is therefore recommended, to protect against malicious access using standard firewall techniques. However, innovaphone devices feature a built-in DoS filter which will discard unreasonable inbound traffic. Also, it is based on a dedicated and proprietary operating system which is usually not a target for viruses and other malicious code.

===Arp Spoofing===
Tools performing VoIP privacy attacks have been made publicly available in order to tap in to VoIP conversations in a local area network. These attacks are based on spoofing layer 2 networks addresses to create a man-in-the-middle scenario where a conversation can be recorded without service interruption to the original participants.

Basically, the attack is based on the fact that the mapping between IP addresses and Layer2 (MAC) addresses is usually built on-the-fly using a protocol (ARP) that has no security built in. Attackers can change this association without notice and thus redirect any traffic to themselves. These kind of attacks have been addressed in V6.

innovaphone ARP stacks will reject unexpected changes to the address mapping, and furthermore cease any traffic to the poisened mac address for 5 seconds. This feature needs to be enabled [[Reference7:Configuration/ETH/IP]] with ''Check ARP''.

This way, an Arp spoofing attempt will be seen as service interruption by the end users, giving the network administrator a chance to investigate.

===Availability===
innovaphone devices have proved to be very robust and reliable. However, if availability is of utmost importance, redundancy options are available which allow for outstanding protection against loss of service.

Also, all innovaphone devices may be powered via power over Ethernet (PoE) which when combined with an uninterrupted power supply (UPS) ensure seamless operation even in the case of a local power failure.

PoE may be used concurrently with a local power supply.

==Additional Security Features in Version 7==
Although at present there are a number of security features implemented in innovaphone VoIP devices, there is still a lack of protection for the privacy of communications. This reflects the fact that previously, the source of attacks usually was expected to be outside of the own organization.

Such risks have been defended using sophisticated firewalls and VPN appliances on the own network border which provide for encryption and thus privacy protection. However, today’s security risks are more and more expected to emerge from within the organization.

The inability of contemporary local area network equipment to provide for encryption and thus privacy of communications puts the burden on the application. VoIP application as well as other data applications must provide for end-to-end encryption.

The V7 introduces a number of features which help to defend against the risks of security attacks.

===SRTP===
Secure RTP is a security mechanism defined by RFC 3711. SRTP can be used for voice encryption with H.323 and SIP.
SRTP encrypts the RTP stream with AES. As a result the key will be chosen randomly on both sites and sent with the signaling data.

Only if both sites have activated encryption SRTP is used.

SRTP can not be forced.

innovaphone supports with Version 7:

*AES-128
*AES-192
*AES-256

all with 32 or 80 bit SHA1 hashed message authentication codes (HMAC).

====SRTP Interoperability====
No interop problems are to be expected if other vendor device offers exactly one of the above crypto suites. Innovaphone equiment will always adapt to the offered crypto suite.

Problems will araise if other vendor device offers multiple crypto suites during call establishment.
In this case all innovaphone devices must be configured to that crypto suite, which is offered at first position.

===TLS===
The TLS protocol obsoletes SSL and allows applications to communicate across a network in a way designed to prevent eavesdropping, tampering, and message forgery. TLS provides endpoint authentication and communications privacy over the Internet using cryptography.

Typically, only the server is authenticated (i.e., its identity is ensured) while the client remains unauthenticated; this means that the end user (whether an individual or an application, such as a Web browser) can be sure with whom they are communicating. The next level of security—in which both ends of the ''conversation'' are sure with whom they are communicating—is known as mutual authentication. Mutual authentication requires public key infrastructure (PKI) deployment to clients.

TLS is needed for
* HTTPS
* secure SIP (SIPS)

innovaphone supports TLS with the following methods:

* RSA with 3DES
* RSA with AES-128
* RSA with AES-256

all with SHA1 hashes.

===H.235===
We currently use H.235v2 Annex D – Baseline Security Profile. It relies on symmetric techniques and provides authentication and/or message integrity based on shared secrets. H.235v3 Annex G – SRTP & MIKEY usage discusses a key management scheme suitable for use of SRTP (RFC 3711).

As SRTP does not specify a key management scheme by itself, the MSEC working group within the IETF discusses key management solutions and currently favours MIKEY. MIKEY defines AES as mandatory transport encryption enforces the use of X.509v3 certificates for public key encryption and digital signatures.

innovaphone implemented H.235 key Exchange for SRTP in Version 7.

===SIPS===
SIPS is SIP over TLS, which is mandated for proxies, redirect servers and registrars by RFC 3261. However, use of TLS requires a secure transport protocol, i.e. TCP.

The mechanisms supported are: TLS, HTTP Digest.

SIPS is supported since version 7.

===Telnet===
The secure shell protocol as per RFC 4251 can be used to apply content encryption to telnet sessions. We will not implement secure shell as we do not recommended to use Telnet at all, and telnet access is disabled by default.

===LDAP===
LDAP uses the SASL security as per RFC 2222. Unfortunately, this does not account for content encryption. LDAP v3 thus has defined extension for use of TLS with LDAP (in RFC 2830).

With Version 9 innovaphone will support LDAP via TLS

===SNMP===
SNMP versions 1 and 2 have been considered “insecure”. SNMP Version 3 includes considerably enhanced security mechanisms (as per RFC 3414). Unfortunately, this puts some difficult burden on SNMP implementations resulting in a rather little deployment compared to SNMP V2. There will be no SNMP security implementation on innovaphone side, as it is read only on the devices.

===802.1X port security===
Port security secures physical ports by enforcing a user authentication before allowing data transfer through a given Ethernet switch port. The endpoint needs to perform this authentication in order to be able to communicate.

As VoIP telephones usually work as an Ethernet switch (featuring a second “PC port”) they would need to enforce port security on this second port too in order not to compromise the security setup. The switch implementation must support multiple authentications on one port.

innovaphone supports the 802.1x feature on all products.

===X.509 Certificates===
Cryptographic certificates assign a public key to an identity. This is needed for the authentication of communication endpoints. The X.509 standard defines one commonly used format for such certificates.

innovaphone supports management functionality for both trusted CA certificates and device certificates / private keys.

We use X.509v3.

==Additional Security Features in Version 8==

===Kerberos based Authentication ===

A single innovaphone device can act as an authentication server for all other innovaphone devices. User accounts that are managed on the authentication server can be used to login on each device in the installation. You can also configure devices to accept user accounts from a PBX (full admin rights) or a Windows domain.

===IP Filter===

Separate IP filter for log-ins with password and without password.

==Additional Security Features in Version 9==

===Object Device===

*In case of registrations to a PBX using incorrect passwords, all other registrations to the relevant object are blocked for 20secs ([[Reference9:PBX/Objects#Security_issues | ''Security issues'' in PBX/Objects]]).

*It is possible to define at the object (for each [[Reference9:PBX/Objects#Devices | device ]]) that the admin password is needed to log in.

*It is possible to delete all [[Reference9:PBX/Objects#Devices |devices ]] at an object and thus completely deny any registration.

===HTTP Access Filter ===

Support for multiple networks in IP filter for the HTTP server (administration).

=== Unknown registrations===

It is possible to use the admin password for unknown registrations (deployment of new endpoints).

=== Voicemail===

The innovaphone voicemail supports SRTP via H.323 or SIPS.

===LDAP via TLS===

With version 9 innovaphone supports LDAP via TLS, for LDAP replication between master/slave/standby/standby-slave PBX.

==Additional Security Features in Version 10==

===TLS===

From v10sr8 certificates with SHA2 signatures are accepted. The new supported signature algorithms are SHA256, SHA384 and SHA512 with RSA encryption.

=== SIP Blacklist ===
Introduced in v10sr9. The SIP stack maintains an automated blacklist. When a REGISTER message is received for either a non-existing user or for an existing user but with a wrong password, the messages source IP address is put on a blacklist for at least 20s. SIP messages received from IP addresses in the blacklist are ignored.

==Additional Security Features in Version 11==

===H.460.17===

Endpoints can now register using H323/TLS. Device certificates can be used for authenticating registrations.

===TLS===

From version 11 TLS protocol version 1.1 and renegotiation (RFC 5746) is supported.

Support for certificates with SHA2 signatures (SHA224, SHA256, SHA384, SHA512).

===DTLS-SRTP===

Up to version 10 SDES was used for the exchange of SRTP keys between endpoints. This means the SRTP key is transported hop-to-hop inside signalling.

From version 11 DTLS-SRTP (RFC 5764) is available as an additional key exchange method. DTLS-SRTP uses end-to-end encryption and is done inband in the media stream. This means that the PBXes and proxies that forward signalling messages can not see the SRTP key. As a drawback, DTLS-SRTP adds a delay at the begin of calls.

DTLS-SRTP supports negotiation of the following SRTP cipher suites:
* AES-128 with 32-bit SHA1 HMAC
* AES-128 with 80-bit SHA1 HMAC

See also: [[Reference13r3:Concept_DTLS-SRTP]]

===Session border controller - SBC===
The Session Border Controller provides the session border functionality, which is that a device can register to an session border object and the session border object establishes the registration to a configured PBX. This can be used when for example the device is located within the public internet and the PBX in a private network.

===Disable NetBIOS===
You can disable the NetBIOS NameServer Feature in the [[Reference11r2:IP4/ETH/DHCP|DHCP Server]] configuration for a specific interface.

==Additional Security Features in Version 12==

===TLS===

From version 12r1 we support the following cipher suites. The DHE and ECDHE suites provide perfect forward secrecy.

* TLS_RSA_WITH_AES_128_CBC_SHA
* TLS_RSA_WITH_AES_256_CBC_SHA
* TLS_DHE_RSA_WITH_AES_128_CBC_SHA (new)
* TLS_DHE_RSA_WITH_AES_256_CBC_SHA (new)
* TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA (new)
* TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA (new)

The following cipher suites have been deactivated and are no longer in use.

* TLS_RSA_WITH_3DES_EDE_CBC_SHA (deactivated)

==Additional Security Features in Version 13r1 ==
===TLS===

'''Note: With 13r1 SR35 we merged-back the TLS functionality from 13r2. So the feature set is identical with the lastest versions.'''

Supported TLS versions:

* TLS 1.0
* TLS 1.1
* TLS 1.2 (new)
* DTLS 1.0
* DTLS 1.2 (new)

Supported ciphers in version 13r1:

* TLS_RSA_WITH_AES_128_CBC_SHA
* TLS_RSA_WITH_AES_256_CBC_SHA
* TLS_DHE_RSA_WITH_AES_128_CBC_SHA
* TLS_DHE_RSA_WITH_AES_256_CBC_SHA
* TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA
* TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA
* TLS_RSA_WITH_AES_128_CBC_SHA256 (new)
* TLS_RSA_WITH_AES_256_CBC_SHA256 (new)
* TLS_DHE_RSA_WITH_AES_128_CBC_SHA256 (new)
* TLS_DHE_RSA_WITH_AES_256_CBC_SHA256 (new)
* TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256 (new)
* TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384 (new)
* TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA (DTLS only)
* TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA (DTLS only)
* TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA384 (new, DTLS only)
* TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA256 (new, DTLS only)

TLS_RSA_WITH_3DES_EDE_CBC_SHA was finally removed and can't be activated in v13r1.

Additionaly we added the configuration of TLS profiles. They can be used to configure the selection and priority of used TLS versions and ciphers.

{|
!style="text-align:left;width:100px;"|Cipher suite
!style="width:100px"|TLS (normal)
!style="width:100px"|TLS (fast)
!style="width:100px"|TLS (secure)
!style="width:100px"|DTLS
|-
|TLS_RSA_WITH_AES_128_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_RSA_WITH_AES_256_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_RSA_WITH_AES_128_CBC_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_RSA_WITH_AES_256_CBC_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_DHE_RSA_WITH_AES_128_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_DHE_RSA_WITH_AES_256_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_DHE_RSA_WITH_AES_128_CBC_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_DHE_RSA_WITH_AES_256_CBC_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA384
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA256
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|}

===Random numbers===
For creating private keys for certificates and certificate request, we now use the HMAC-DBRG random number generator based on HMAC-SHA512.

===STARTTLS in SMTP client===
The SMTP client in the firmware and on the app platform now implements STARTTLS for encrypted communication with mail servers.

===myApps Password policy===
{{myApps Password Policy}}

==Additional Security Features in Version 13r2 ==
===TLS===
Supported TLS versions:

* TLS 1.0
* TLS 1.1
* TLS 1.2
* DTLS 1.0
* DTLS 1.2

Supported ciphers in version 13r2:

* TLS_RSA_WITH_AES_128_CBC_SHA
* TLS_RSA_WITH_AES_256_CBC_SHA
* TLS_DHE_RSA_WITH_AES_128_CBC_SHA
* TLS_DHE_RSA_WITH_AES_256_CBC_SHA
* TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA
* TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA
* TLS_RSA_WITH_AES_128_CBC_SHA256
* TLS_RSA_WITH_AES_256_CBC_SHA256
* TLS_DHE_RSA_WITH_AES_128_CBC_SHA256
* TLS_DHE_RSA_WITH_AES_256_CBC_SHA256
* TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256
* TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384
* TLS_RSA_WITH_AES_128_GCM_SHA256 (new)
* TLS_RSA_WITH_AES_256_GCM_SHA384 (new)
* TLS_DHE_RSA_WITH_AES_128_GCM_SHA256 (new)
* TLS_DHE_RSA_WITH_AES_256_GCM_SHA384 (new)
* TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256 (new)
* TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384 (new)
* TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA (DTLS only)
* TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA (DTLS only)
* TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA256 (DTLS only)
* TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA384 (DTLS only)
* TLS_ECDHE_ECDSA_WITH_AES_128_GCM_SHA256 (new, DTLS only)
* TLS_ECDHE_ECDSA_WITH_AES_256_GCM_SHA384 (new, DTLS only)

Major changes in 13r2:
* Added support for GCM cipher suites
* Removed SHA cipher suites from profile "secure"
* Added a new profile "strict"

{|
!style="text-align:left;width:100px;"|Cipher suite
!style="width:100px"|TLS (normal)
!style="width:100px"|TLS (fast)
!style="width:100px"|TLS (high security)
!style="width:100px"|TLS (strict)
!style="width:100px"|DTLS
|-
|TLS_RSA_WITH_AES_128_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_RSA_WITH_AES_256_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_RSA_WITH_AES_128_CBC_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_RSA_WITH_AES_256_CBC_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_DHE_RSA_WITH_AES_128_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_DHE_RSA_WITH_AES_256_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_DHE_RSA_WITH_AES_128_CBC_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_DHE_RSA_WITH_AES_256_CBC_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_RSA_WITH_AES_128_GCM_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_RSA_WITH_AES_256_GCM_SHA384
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_DHE_RSA_WITH_AES_128_GCM_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_DHE_RSA_WITH_AES_256_GCM_SHA384
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA384
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA256
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_128_GCM_SHA256
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_256_GCM_SHA384
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|}

The following TLS versions are activated in the corresponding profiles:

{|
!style="text-align:left;width:100px;"|Version
!style="width:100px"|TLS (normal)
!style="width:100px"|TLS (fast)
!style="width:100px"|TLS (high security)
!style="width:100px"|TLS (strict)
!style="width:100px"|DTLS
|-
|1.2
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|1.1
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|N/A
|-
|1.0
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|}

===myApps brute force protection===
Attackers trying to guess user passwords are blocked by temporarily [[Reference13r3:Concept_myApps#Brute_force_protection|preventing login attempts for an increasing amount of time and generation of events to notify the administrator]].

===IPv4: prevent direct routing between interfaces (since V13r2sr16) ===

Incoming frames directed to another interface are passed directly to this interface by default.
When "IP4/General/Settings/Isolate Interfaces" in the advanced GUI is checked such frames are dropped and the SNMP counter IPROUTINGDISCARDS is incremented.

The corresponding flag can also be set with
!config add IP0 /isolate-interfaces
!config write

==Additional Security Features in Version 13r3 ==
===TLS===
Supported TLS versions:

* TLS 1.0
* TLS 1.1
* TLS 1.2
* TLS 1.3 (new)
* DTLS 1.0
* DTLS 1.2

Supported ciphers in version 13r3:

* TLS_RSA_WITH_AES_128_CBC_SHA
* TLS_RSA_WITH_AES_256_CBC_SHA
* TLS_DHE_RSA_WITH_AES_128_CBC_SHA
* TLS_DHE_RSA_WITH_AES_256_CBC_SHA
* TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA
* TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA
* TLS_RSA_WITH_AES_128_CBC_SHA256
* TLS_RSA_WITH_AES_256_CBC_SHA256
* TLS_DHE_RSA_WITH_AES_128_CBC_SHA256
* TLS_DHE_RSA_WITH_AES_256_CBC_SHA256
* TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256
* TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384
* TLS_RSA_WITH_AES_128_GCM_SHA256
* TLS_RSA_WITH_AES_256_GCM_SHA384
* TLS_DHE_RSA_WITH_AES_128_GCM_SHA256
* TLS_DHE_RSA_WITH_AES_256_GCM_SHA384
* TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256
* TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384
* TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA (DTLS only)
* TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA (DTLS only)
* TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA256 (DTLS only)
* TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA384 (DTLS only)
* TLS_ECDHE_ECDSA_WITH_AES_128_GCM_SHA256 (DTLS only)
* TLS_ECDHE_ECDSA_WITH_AES_256_GCM_SHA384 (DTLS only)
* TLS_AES_128_GCM_SHA256 (new, TLS 1.3 only)
* TLS_AES_256_GCM_SHA384 (new, TLS 1.3 only)

Major changes in 13r3:
* Added support for TLS 1.3
* Added a new profile "experimental" used for testing of new features. The configuration of that profile is subject to change without notice. So it should not be used for productive environments.
* Removed ciphers TLS_DHE_RSA_WITH_AES_256_GCM_SHA384 and TLS_DHE_RSA_WITH_AES_128_GCM_SHA256 from "strict" profile.

{|
!style="text-align:left;width:100px;"|Cipher suite
!style="width:100px"|TLS (normal)
!style="width:100px"|TLS (fast)
!style="width:100px"|TLS (high security)
!style="width:100px"|TLS (strict)
!style="width:100px"|TLS (experimental)
!style="width:100px"|DTLS
|-
|TLS_RSA_WITH_AES_128_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_RSA_WITH_AES_256_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_RSA_WITH_AES_128_CBC_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_RSA_WITH_AES_256_CBC_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_DHE_RSA_WITH_AES_128_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_DHE_RSA_WITH_AES_256_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_DHE_RSA_WITH_AES_128_CBC_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_DHE_RSA_WITH_AES_256_CBC_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_RSA_WITH_AES_128_GCM_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_RSA_WITH_AES_256_GCM_SHA384
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_DHE_RSA_WITH_AES_128_GCM_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_DHE_RSA_WITH_AES_256_GCM_SHA384
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA384
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA256
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_128_GCM_SHA256
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_256_GCM_SHA384
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_AES_128_GCM_SHA256 (TLS 1.3)
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|-
|TLS_AES_256_GCM_SHA384 (TLS 1.3)
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|}

The following TLS versions are activated in the corresponding profiles:

{|
!style="text-align:left;width:100px;"|Version
!style="width:100px"|TLS (normal)
!style="width:100px"|TLS (fast)
!style="width:100px"|TLS (high security)
!style="width:100px"|TLS (strict)
!style="width:100px"|TLS (experimental)
!style="width:100px"|DTLS
|-
|1.3
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|-
|1.2
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|1.1
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|N/A
|-
|1.0
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|}
=== X.509 certificates ===
13r3 Service Release 10 adds support for additional signature schemes in X.509 certificates with RSA keys:
* sha256WithRSASSAPSS
* sha384WithRSASAAPSS
* sha512WithRSASSAPSS
all with mgf1 as mask generation function.

==Additional Security Features in Version 16r1 ==
===X.509 certificates===
Version 16r1 adds support for ECDSA certificates based on the secp256r1, secp384r1 and secp521r1 elliptic curves.

===TLS===
Major changes in 16r1:
* Added support for ECDSA certificates and cipher suites
* DTLS 1.0 has been removed.
* DHE cipher suites have been removed.
* Consolidation of TLS profiles. We now have three profiles:
** legacy - all TLS versions and ciphers for compatibility with legacy endpoints
** normal (default setting) - TLS 1.2 and 1.3
** strict - TLS 1.3

Supported TLS versions:
{|
!style="text-align:left;width:100px;"|Version
!style="width:100px"|Profile legacy
!style="width:100px"|Profile normal
!style="width:100px"|Profile strict
!style="width:100px"|DTLS
|-
|1.3
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|-
|1.2
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|1.1
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|-
|1.0
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|}

Supported cipher suites:
{|
!style="text-align:left;width:100px;"|Cipher suite
!style="width:100px"|Profile legacy
!style="width:100px"|Profile normal
!style="width:100px"|Profile strict
!style="width:100px"|TLS 1.0
!style="width:100px"|TLS 1.1
!style="width:100px"|TLS 1.2
!style="width:100px"|TLS 1.3
!style="width:100px"|Perfect forward secrecy
!style="width:100px"|AEAD
|-
|TLS_AES_256_GCM_SHA384

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_AES_128_GCM_SHA256

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_256_GCM_SHA384

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_128_GCM_SHA256

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|-
|TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA384

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|-
|TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA256

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|-
|TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|-
|TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|-
|TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|-
|TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|-
|TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|-
|TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|-
|TLS_RSA_WITH_AES_256_GCM_SHA384

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_RSA_WITH_AES_128_GCM_SHA256

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|-
|TLS_RSA_WITH_AES_256_CBC_SHA256

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|-
|TLS_RSA_WITH_AES_128_CBC_SHA256

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|-
|TLS_RSA_WITH_AES_256_CBC_SHA

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|-
|TLS_RSA_WITH_AES_128_CBC_SHA

|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:green;text-align:center"|✔
|style="color:red;text-align:center;font-weight:bold;"|X

|style="color:red;text-align:center;font-weight:bold;"|X
|style="color:red;text-align:center;font-weight:bold;"|X
|}

Supported signature schemes:
* sha256WithECDSA
* sha384WithECDSA
* sha512WithECDSA
* sha256WithRSAEncryption
* sha384WithRSAEncryption
* sha512WithRSAEncryption
* sha256WithRSAPSSRSAE
* sha384WithRSAPSSRSAE

Supported mask generation functions for RSASSA-PSS:
* mgf1

Supported elliptic curves for ECDSA:
* secp256r1
* secp384r1
* secp521r1

== Session Riding / "Cross-Site-Request-Forgery"==

For safe administration, see [[Howto:Protection against "Cross-Site-Request-Forgery"]].

== IP Phone USB Interfaces ==
Some of the innovaphone hardware phones feature a USB host interface which supports connection of USB headsets (a.k.a. audio and HID devices) and proprietary innovaphone extension modules. No other device types are supported or recognized.

Like all innovaphone devices, the phones run a proprietary operating system (think of it as ''the innovaphone OS''). It has been written from the ground by innovaphone and is not based on any existing operating system such as Windows, Linux or VxWorks. As such, it does not allow execution of any code (e.g. drivers) derived from such systems. Also, the operating system does not allow execution of user code (that is, code that has been crafted by a user and is not integral part of the operating system). Execution of malware is not possible thus.

All headset drivers are entirely written by innovaphone too. No 3rd party code (such as vendor SDKs) are used.

From V12r1 SR14, you have the option to disable the USB port(s) altogether. Also, you can limit its use to audio or HID devices. See [[Reference12r1:Phone/Protect]] for details.

From V12r2 SR21, you can request informations about the connected USB Device via ''!mod cmd USB-HOST port''
<info><port type="hub" port="1"/><port type="device" port="4" vendor="0xb0e" product="0x245d" release="0x118" product_name="Jabra Link 370"/></info>

In addition, a syslog entry is generated.
20190103-140636 USB-DEVICE plugged: vendor=1395 'Sennheiser' product=0051 'Sennheiser USB-ED CC 01' release=0603
20190103-140637 USB-DEVICE unplugged: vendor=1395 'Sennheiser' product=0051 'Sennheiser USB-ED CC 01' release=0603

== DECT Handsets and IP-DECT ==
The current DECT infrastructure components based on the base stations IP1202 and DECT handsets IP64/IP65 are supporting the Enhanced DECT Security (ETSI TS 102 841, GAP.N.35). Starting with version 2.1.4 of the DECT handset firmware also Step B of the DECT Security Roadmap by DECT Forum was implemented, supporting DECT Standard Authentication Algorithm 2 (DSAA2) based on 128 bit AES encryption, which also implies DECT Standard Ciphering Algorithm (DSCA) based on 64 bit DECT encryption with rekeying interval of 60 seconds.

==Conclusion==
Given the fact that today’s IT managers consider threats originating from inside the organisation as (at least) as critical as those originating externally, the only viable solution is a combination of media stream and signalling encryption performed directly by the endpoints.

Fortunately, both relevant signalling protocols in the PBX environment (H.323 and SIP) seem to converge as far as the media stream encryption (SRTP) and the key management are concerned. This should ensure end-to-end compatibility between SIP and H.323 endpoints. The necessary definitions for use of SRTP with H.323 are part of H.235-Annex G, for SIP it is SIPS - SIP via TCP and TLS.
innovaphone has implemented SRTP according to H.235 Annex G as well as according to the SIP/SDP (SIPS/TLS) key management. The TLS is also used for HTTP, it requires an X.509 public key/certificate.infrastructure in place.

As the security of data transfer used for configuration is considered crucial, HTTPS is a mandatory requirement. This implies the existence of an X.509 certificate on each device. innovaphone devices entertain various http-based client connections to foreign http servers (e.g. for voice announcements, configuration provisioning). Since these connections are (at least) as critical as configuration sessions where the device acts as an http server, both proper http digest authentication and also TLS content encryption (https) is implemented by innovaphone.

The use of telnet to access innovaphone devices is deprecated and thus there is no need to address possible security issues related to the telnet access. As a “best practice” rule it is recommended to disable telnet access anyway (which in fact is the default configuration anyway).

While innovaphone devices do support SNMP, they do not allow any modification or retrieval of sensitive data using this mechanism. It is merely meant to facilitate maintaining devices health status. SNMP should be guarded against risk originating externally anyway (e.g. using firewall techniques). Risks originating from inside the organisation are considered less important. innovaphone will thus stay with the current SNMP v1 implementation.

innovaphone systems make extensive use of LDAP queries to synchronize distributed PBX systems. These communications obviously carry sensitive data (although from the very beginning there were no passwords conveyed in clear). innovaphone has implemented TLS for LDAP for inter-PBX communication. Securing LDAP access by clients (i.e. phones) to organisational directory services is considered less important as the conveyed data usually is not as critical. Also, existing directory servers may not support TLS for LDAP.

While 802.1X port security adds some extra barrier against certain types of internal risks, it also creates a number of open issues. Telephones usually are considered to work even if they are currently not authenticated by user. This may be mandatory for emergency calls for example. Use of port security would then mandate the storage of a fixed password within the non-volatile memory of an IP phone. Furthermore, the authentication of the second (PC) port needs to be performed with 802.1.x multiple authentications. innovaphone has implemented 802.1x on all of its devices.

As [[Howto:Protection against Brute Force Attacks | brute force attacks]] are very common these days, it is recommended to limit the ip subnets for configuration access (HTTP access filter). Configure that only registrations with password are allowed. For each object set a complex password or configure them with the [[Reference9:PBX/Objects#Devices |admin password check-mark]]. Set the device field empty at the object when no registration should take place, thus nobody can register at all at this object. Deactivate "unknown registrations" or set them with admin password check-mark. From version 11r1 on, it is recommended to use [[Reference11r1:Concept_H.323_over_TCP/TLS_(H.460.17) | H.323/TLS certificate based registration ]] whenever possible.

===Related Articles===
* [[Reference13r3:Concept_myApps#Brute_force_protection]]
* [[Howto:Protection against Brute Force Attacks]]
* [[Howto:How to physically erase flash memory content]]
* [[Howto:SIPS will work with V7]]
* [[Howto:Certificate_management]]
* [[Reference9:PBX/Config/Security]]
* [[Support:Protection against "Cross-Site-Request-Forgery"]]
* [[Reference12r1:Concept_Reverse_Proxy]]

[[Category:Howto|{{PAGENAME}}]]

Reference16r1:Concept App Service Queues

2025-12-17T15:46:16Z

Kpe: /* Limit displayed calls in waiting queues section */

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Breakthrough of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for changing the mobility destination of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be initiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringing or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Notes for in- and outgoing calls in connect.''' 
When having an in- or outgoing call, you can add a note for this call in the Connect App. When a new call arrives, the Note can be consulted as additional information about this caller or called number.

'''Fix: Issue breakthrough option/button not updated.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in BLF.''' 
Show users immediately in the BLF after adding them to a group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after connecting a Call.

'''Fix: Issue to many calls when starting call forward breakthrough.''' 
Fixed call forward breakthrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
The Display Name was wrongly used as User Identifier/Common Name to assign the 'queue'-group.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a change by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the behavior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice, the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

'''Further fixes will come with future service releases. Please consult our release notes accordingly.''' 

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App must '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

'''Note''': Make sure to close the Switchboard App of the user when adjusting the config this user via the Switchboard Admin App. This ensure that changes are not overwritten again with the old values.

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

Before doing any changes for any switchboard user, make sure that this user has closed the Switchboard App. Perform the changes, and afterward the Switchboard App user can reopen the Switchboard App and the changes will be applied.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If disabled: a long list of incoming calls will be shown.
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
** Fix WQ height optional with height setting between 0 and 50
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Reference14r2:Concept App Service Queues

2025-12-17T11:16:18Z

Kpe: /* Switchboard Admin App - User interface */

Reference16r1:Concept App Service Queues

2025-12-17T11:15:27Z

Kpe: /* Switchboard Admin App - User interface */

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Breakthrough of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for changing the mobility destination of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be initiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringing or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Notes for in- and outgoing calls in connect.''' 
When having an in- or outgoing call, you can add a note for this call in the Connect App. When a new call arrives, the Note can be consulted as additional information about this caller or called number.

'''Fix: Issue breakthrough option/button not updated.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in BLF.''' 
Show users immediately in the BLF after adding them to a group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after connecting a Call.

'''Fix: Issue to many calls when starting call forward breakthrough.''' 
Fixed call forward breakthrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
The Display Name was wrongly used as User Identifier/Common Name to assign the 'queue'-group.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a change by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the behavior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice, the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

'''Further fixes will come with future service releases. Please consult our release notes accordingly.''' 

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App must '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

'''Note''': Make sure to close the Switchboard App of the user when adjusting the config this user via the Switchboard Admin App. This ensure that changes are not overwritten again with the old values.

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

Before doing any changes for any switchboard user, make sure that this user has closed the Switchboard App. Perform the changes, and afterward the Switchboard App user can reopen the Switchboard App and the changes will be applied.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
* If disabled: a long list of incoming calls will be shown.
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Reference15r1:Concept App Service Queues

2025-12-17T11:14:57Z

Kpe: /* Switchboard Admin App - User interface */

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 15r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V15r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V15 Improvements==
'''Show call diversions for BLF entries.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Break-through of call diversions from BLF and Search details.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Fix for handling connections from multiple PBXs.''' 
An overall improvement of the handling when multiple calls are ringing.

'''Hotkeys for accepting and releasing calls.''' 
The myApps provide hotkeys functionality to start an App from anywhere within windows with this hotkey.
The Switchboard App now supports this hotkey functionality.

'''Focus call panel when starting switchboard''' 
When starting the Switchboard App, the focus will be in the call section, so that an incoming call can be answered immediately by pressing the enter-key.

'''Transfer button on the second call for intuitive transfer handling.''' 
When having an incoming call, a click on the Transfer button, did already show multiple transfer icons on the BLF entries. When having also an outgoing call, this icons now also appears on the outgoing call for a more user-friendly and intuitive transfer of the call. By clicking this icon on the outgoing call, the incoming call will be transferred to the outgoing call.

'''Pickup in BLF Favorites.''' 
The Phone and Softphone favorites are shown in the BLF field from the Switchboard App. New in this version, when a call is ringing at one of the favorites, a pickup symbol will be shown. By clicking on the pickup symbol, the call will start ringing on your phone and can be answered by the Switchboard App User.

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App must '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

'''Note''': Make sure to close the Switchboard App of the user when adjusting the config this user via the Switchboard Admin App. This ensure that changes are not overwritten again with the old values.

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

Before doing any changes for any switchboard user, make sure that this user has closed the Switchboard App. Perform the changes, and afterward the Switchboard App user can reopen the Switchboard App and the changes will be applied.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
* If disabled: a long list of incoming calls will be shown.
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Reference16r1:Concept App Service Queues

2025-12-17T11:13:57Z

Kpe: /* Switchboard Admin App - User interface */

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Breakthrough of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for changing the mobility destination of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be initiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringing or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Notes for in- and outgoing calls in connect.''' 
When having an in- or outgoing call, you can add a note for this call in the Connect App. When a new call arrives, the Note can be consulted as additional information about this caller or called number.

'''Fix: Issue breakthrough option/button not updated.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in BLF.''' 
Show users immediately in the BLF after adding them to a group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after connecting a Call.

'''Fix: Issue to many calls when starting call forward breakthrough.''' 
Fixed call forward breakthrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
The Display Name was wrongly used as User Identifier/Common Name to assign the 'queue'-group.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a change by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the behavior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice, the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

'''Further fixes will come with future service releases. Please consult our release notes accordingly.''' 

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App must '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

'''Note''': Make sure to close the Switchboard App of the user when adjusting the config this user via the Switchboard Admin App. This ensure that changes are not overwritten again with the old values.

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

Before doing any changes for any switchboard user, make sure that this user has closed the Switchboard App. Perform the changes, and afterward the Switchboard App user can reopen the Switchboard App and the changes will be aplied.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
* If disabled: a long list of incoming calls will be shown.
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Reference16r1:Concept App Service Queues

2025-12-09T15:53:20Z

Kpe:

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Breakthrough of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for changing the mobility destination of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be initiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringing or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Notes for in- and outgoing calls in connect.''' 
When having an in- or outgoing call, you can add a note for this call in the Connect App. When a new call arrives, the Note can be consulted as additional information about this caller or called number.

'''Fix: Issue breakthrough option/button not updated.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in BLF.''' 
Show users immediately in the BLF after adding them to a group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after connecting a Call.

'''Fix: Issue to many calls when starting call forward breakthrough.''' 
Fixed call forward breakthrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
The Display Name was wrongly used as User Identifier/Common Name to assign the 'queue'-group.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a change by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the behavior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice, the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

'''Further fixes will come with future service releases. Please consult our release notes accordingly.''' 

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App may '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
* If disabled: a long list of incoming calls will be shown.
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Reference14r1:Concept Contact Widgets

2025-10-24T09:04:49Z

Kpe: /* Adding Agent to Widget */

[[Category:Concept|Conference]]

= Applies To =
* innovaphone PBX from version 14r1
* innovaphone Application Platform

= Requirements =
* innovaphone PBX
* innovaphone Application Platform
* Firmware Version 14r1
* One '''Port License''' is used by the app service to establish a VoIP registration at the PBX
* '''Video License''' (optional) is required to establish video connections [*]
* '''Widget License''' (optional) is required to remove any 'innovaphone' branding from the Widget UI

[*] '''UC License''' can also be used since it includes a '''Video License'''

= What is a Contact Widget? =
A Contact Widget (or Website Widget) is an element that can be added to a website. It offers to website visitors a way to get in contact with agents (e.g. help-desk). Website visitors can start chat sessions (asking questions, getting answers) or can start voice or even video calls.

An nice example for a "Sidebar Widget" can be viewed [https://www.innovaphone.com/de/ip-telefonie/innovaphone-pbx.html here]. 
When you have opened this website the Sidebar Widget comes slowly into view on the right side.

Example of a Business-Cards-Widget:

[[File:Cardset-widget.png]]

Example of a Sidebar-Widget:

[[File:Sidebar-Widget.png]]

= Overview =
[[File:Concept-widgets-overview.png|thumb|Overview]]
The central part of the new Widgets-Concept is the '''Contact-Widgets-App'''.
The Contact Widgets App is installed on the innovaphone Application Platform and it allows a PBX user to define Contact Widgets.

Contact Widgets can be integrated in a Website to offer easy ways to website users to contact '''Agents'''. Agents are PBX users meant to communicate with external clients. 
There are 2 fundamental types of Contact Widgets:
* '''Sidebar Widgets'''
* '''Business Cards Widgets'''

A Sidebar Widget appears one side of the website trying to take as less space as possible. The website visitor can expand the Sidebar Widget if interested. 
A Business Cards Widget appears as integrated part of the website content, offering one (or more) contacts in form of ordinary business cards.

= Configuration =
For non experienced technicians have a look at [[Howto14r1:Install_Contact_Widget_App#Installation]] and follow the installation steps mentioned in the how-to article.

Others:
* Download the 'Contact Widgets App' via App Store.
* Install the App on the App Platform Manager.
* Create an instance for the Widgets App on the Manager. We recommend to use no capital letters and no special characters (also not such as space).
* Create a new PBX Object with the PBX Manager Plugin. (*)
* Assign App to authorized (admin) users, which will be allowed to create/change/delete Contact Widgets.

Experts:
(*) You can also create the PBX Object manually: 
* Create a new object of type "App".
* Give it a "Long Name" ("Contact Widgets") and a Name ("widgets") same as the instance-name.
* Give it a password, same as the instance password.
* On the "App" tab configure URL to App Service on App Platform ("http://<ipaddress-or-dnsname>/<instance-name>/innovaphone-widgets").
* Activate option "Websocket"
* Grant access to APIs: "PbxSignal" (mandatory), "Admin" (optional) and "PbxApi" (mandatory)

= Using the Contact Widgets App =
Click on one of the buttons (depending on what type of widget you want to create):
* [+ Add new sidebar widget]
* [+ Add new business cards widget]
A new (empty) widget is displayed. You can give the widget a name by clicking the pen-symbol. The widget name helps to identify widgets as soon the number of widgets starts to grow. 
You can expand and collaps widgets by clicking the header of each widget.
[[Image:Widget-code-new-widget.png|thumb|New Widget]]

== Creating a new Widget ==

New Widget features and options

*You can add the main contact details for this widget
*Select the default language
*Set your prefered font settings *
*Change the colour settings *
*Change the margin settings *
*z-index
*Options Require license (when this checkbox is ticked, this widget will consume 1 license of type: Service(innovaphone-widgets) and the widget will be shown without advertisement)
(* By default, the Widget will use the default website font, colour and margin settings. Change can be needed depending on the website settings)
[[Image:Widget-new-widget-features.png|thumb|Widget Features]]

== Adding Agent to Widget ==
You can add and remove Agents to a Widget. Agents can be contacted by external website visitors. 
New agents are added by clicking the [+] button inside the agents container.
[[File:Adding-new-agents.png|thumb|Adding agents]]
A dialog opens where you can define the agent. It all starts with the agent's 'SIP-ID'. That's the dialable PBX user address. You can use the search function to find a PBX user by name.

There are several (optional) attributes you can set for an agent, like 'Display name', 'Phone number', 'Email address' and 'Picture'. A picture can be placed by drag & drop or can be selected from local disk by clicking the placeholder rectangle.

Finally you can define the ways of communication the agent is available for:
* Voice-only calls
* Video calls (including voice)
* Chat
* Email

For a Business-Cards-Widget the order of agents could be relevant. You can change the order of agents in the Widgets-App by easy drag & drop using the mouse.

Each widget gets a unique ID (uuid) assigned on its initial creation. This uuid is used to identify the widget when it is integrated into a website.

In case of a sidebar widget, the agent's card will be displayed by default depending on its status(availability) unless you checked "Always show widget" under the sidebar settings.

In case of a business cards widget, the agent card will always be shown, but its availability is depending on its status.

The following settings are possible:
* Presence*: Display/availability of the card based on the presence status of the agent. Presence available (green), Presence unavailable, busy (red). Usage: Normal agent based on availability.
* Always online: Permanent display/availability of the card regardless of its presence or busy status. Usage: Multiple consecutive calls to the same destination, an agent with multiple line configuration, a group or waiting queue.
* Boolean*: Display of the card depending on the true status of a Boolean object. Usage: Agent, group or waiting queues based on boolean settings.
* Inactive: Agent card is permanently in the status unavailable (red). Usage: Showing the agent in a business cards widget, but limit the access to the agent for a longer period. (holiday, sick-leave or other reasons)
'''Important!''': Presence and boolean status are dependent on the visibility configured on all the monitored objects, eg. agent user objects and monitored boolean objects. The boolean object must have the visibility option "calls" checked before adding the boolean to the widget!

= Integrating Widgets into Website =
Now it is the website admin's turn to integrate the widget into the website. 
To do this, click the [Code] button in the Widgets App at that widget you want to include. A popup appears showing a handful of code lines (HTML and Javascript). 
[[File:Widget-code-popup.png|thumb|Code Popup]]
You can ''copy'' the code lines into clipboard by clicking the [Copy] button. 
You can ''paste'' the code lines from clipboard into your website code. 
There's also a [Download] button. When clicking this button a small HTML file is saved on your local computer. This HTML file can be opened in a browser to preview the widget and test the widget's functionality.

== Content-Security-Policy ==
If the website uses Content-Security-Policy (CSP) it could be necessary to add entries to config sections 'default-src' and 'img-src'.
* The Widget opens a secure websocket connection (wss:)
* The Widget loads images via Data-URL (data:).
* The Widget uses Mail-Links (mailto:).
* The Widget uses Tel-Links (tel:).
<meta
http-equiv="Content-Security-Policy" content="
default-src 'self' '''wss://*.innovaphone.com'''; child-src 'self' '''mailto:''' '''tel:'''; img-src '''data:'''"
/>

= After Integration =
Once your widget is live on the website you can still change and update the widget in the Widgets-App. You can update the list of agents or change any other attribute. As soon as you click the widget's [Save] button any open widget instance in a web browser will update immmediately. No need for the website administrator to update the code.

= Widget-API — Protocol between Website Widget and App Service =
Basically, this section does not matter. To create and use widgets, knowledge about the protocol is not required. 
All who are interested in technical details are welcome to read on.

== Loading the Widget ==

When a widget is loaded in the browser window of the website visitor, a websocket connection is opened to the app service on the innovaphone Application Platform. Once the websocket connection is established it goes like this:
<pre>
[1] {"mt":"Start","uuid":"fadc5da4cae94bfc9434d9957ea08ccb"}
[2] {"mt":"Session","name":"Visitenkarten","lang":"de","strings":{...}}
[3] {"mt":"Info","id":"atlantis","dn":"Atlantis","department":"","phonenumber":"","email":"","company":{},"presence":"online","media":["voice","video","email","chat"],"order":0}
[4] {"mt":"GetPicture","id":"atlantis"}
[5] {"mt":"Info","id":"columbia","dn":"Columbia","department":"","phonenumber":"","email":"","company":{},"presence":"offline","media":["voice","video","email","chat"],"order":1}
[6] {"mt":"GetPicture","id":"columbia"}
[7] {"mt":"IceConfig","stun":"stun.innovaphone.com","turn":"turn.innovaphone.com"}
[8] {"mt":"Picture","id":"atlantis","url":"data:image/jpeg;base64..."}
[9] {"mt":"Picture","id":"columbia","url":"data:image/jpeg;base64..."}
[10] {"mt":"Info","id":"atlantis","dn":"Atlantis","department":"","phonenumber":"","email":"","company":{},"presence":"offline","media":["voice","video","email","chat"],"order":0}
[11] {"mt":"Info","id":"atlantis","dn":"Atlantis","department":"","phonenumber":"","email":"","company":{},"presence":"online","media":["voice","video","email","chat"],"order":0}
</pre>

[1] The "Start" request is sent with the unique id of the widget. 
[2] The app service sends the "Session" response providing the widget's display-name and other parameters. 
[3]-[6] The app service sends "Info" messages for all configured agents. Each "Info" message triggers a "GetPicture" request to get a picture of the agent. 
[7] The app service sends "IceConfig" providing the STUN and TURN config required for media calls. 
[8]-[9] The app service sends "Picture" messages for all agents. 
[10]-[11] The presence of an agent may change over time. Presence updates are provided with "Info" messages.

== Initiating a call ==

<pre>
[1] {"mt":"CreateCall","dest":"atlantis","dn":"Mein Name"}
[2] {"mt":"Channels","cmd":"PROPOSAL","sdp":"..."}
[3] {"mt":"CallInfo","state":"alerting"}
[4] {"mt":"CallInfo","state":"connected","cmd":"SELECT","sdp":"..."}
[5] {"mt":"ClearCall"}
[6] {"mt":"CallInfo","state":"terminated"}
</pre>

[1] "CreatCall" message sets the target of the call ('dest') and the own display name ('dn'). 
[2] "Channels" message provides the media offer for this call. Complete SDP offer is provided. 
[3] "CallInfo" is received giving information about the call's current state. 
[4] Next "CallInfo" is received telling the call was answered and deliviering the remote side's media answer. 
[5] Web site user terminates the call. 
[6] The final "CallInfo" message is received. 

= Known issues and limitations =
* The widgets are not multi-instance capable. Multiple widgets on one and the same website are not possible. Every subpage on the website can have its own widget.
* We have seen some cases where an existing web widget from other software did have a negative impact on our widget on the website. Rearranging the widget in the HTML code might help.
* The number of Agents in a single Sidebar or Business Cards is limited by the length of the sidebar/business card configuration. Just over 100 agents will normally not be a problem. From V15r1sr4 onwards a config check has been built in to prevent too lengthy configurations, so this version is recommended for sidebars and business cards with plenty of agents.

= Troubleshooting =
<big>If an issue can be reproduced</big>

'''*Web visitor in a browser.''' 
The myApps web uses the logging facilities provided by the browser it runs in (i.e. JavaScript function <code>console.log</code>). In most browser this is available as ''Console'' after pressing F12.

'''*The called agent working with myApps client.''' 
The myApps platform services provide more elaborate tracing mechanisms. See ''Troubleshooting'' in [[Reference14r1:Concept_myApps_platform_services#Troubleshooting|Concept myApps platform services]].

'''*Troubleshooting AP Services on the AP.''' 
Troubleshooting a specific App instance on the AP [[Courseware:IT_Plus_-_Tools_for_Troubleshooting#App_Service_Logs|Courseware:IT_Plus_-_Tools_for_Troubleshooting#App_Service_Logs]]

Go to the AP Manager and select the App instance from the Contact Widgets App.
Click on Diagnose and make sure that the box App is ticked.
[[File:AP-Diagnostics.png|thumb|none|AP-Diagnostics]]
Make sure that the logging of the App instance has been activated.
[[File:AP-DiagnosticsLogging.png|thumb|none|AP-Diagnostics-Logging]]
= Related Articles =
[[Howto14r1:Install_Contact_Widget_App|Howto14r1:Install_Contact_Widget_App]]

Reference15r1:Concept App Service Devices

2025-10-20T11:09:25Z

Kpe: /* Apps */

[[Category:Concept|Apps]]
The App Service Devices is an App Service which can be installed on an innovaphone App Platform. It is used to administrate the innovaphone devices which belong to the whole installation.
== Applies To ==

* innovaphone PBX from version 13r1

== Apps ==

=== Devices App (innovaphone-devices) ===
This is the standard UI App for Devices.

Parameters:

;Websocket: to publish the com.innovaphone.devicesui-API, which can be used to link directly to devices (which is done e.g. inside the Events app)

=== Devices API (innovaphone-devices-api) ===
This is a hidden App, which provides the Devices API (com.innovaphone.devices). This API can be used to find and communicate with devices which are registered to the Devices App.

Additionally it acts as a provider of the Search API (com.innovaphone.search). So you can find devices and domains in other apps like the Search App.

Parameters:

;Hidden: DevicesApi must be a hidden App
;Websocket: to get the URL of the Devices App itself which is used for provisioning

== PBX Manager Plugins ==

=== Devices ===

With the Devices plugin App objects can be created, edited and deleted for Devices and the Devices API on the PBX.

== Concepts ==
All innovaphone hard phones and gateways starting from version 13r1 can establish a registration inside the Devices App and therefor administrative tasks can be performed through the App.

=== Domains ===

In a hosted environment, it might be needed to add multiple domains to the Devices App. 
After the initial installation of Devices through Install, you have administrative rights and can add more domains.

==== Administrative rights ====
You have administrative rights if the configured PBX App object for Devices uses the password of the instance which is configured in the Manager App and the PBX uses the same domain as this instance.

==== Domain local rights ====
You have just rights to a certain domain if the configured PBX App object for Devices uses the domain password which can be configured in Devices for each domain and the PBX uses the same domain name as configured in Devices.

==== Assign rights to other domains ====
Domains can gain access to other domains by configuring these access rights in the Devices App.

==== Deploy passwords and access rights ====
During install, a domain is created inside the Devices App. There is a checkmark Deploy the domain password on all devices which is set by default and which is the same as the administrative password.
If you change the domain password, all passwords on all administrative devices and app platforms which are connected to this domain will be also changed. 
Since 13r2sr25/13r3sr7/14rx: devices which are auto provisioned or provisioned through the Profile/Users Admin App will get a random password instead of the domain password.
If you add a phone device manually to a domain inside the Devices App, this phone device will also get a random password. Other device types added manually or devices added with a provisioning code which has been created within the Devices App directly, will get the domain password instead. 
 
This will also set the manager password and the SSH passwords of App Platforms. 
 
The clear text random passwords can be requested and viewed in the settings of a device in the Devices App.

Attention: If you untick the '''Deploy administrative devices passwords''' checkmark, the password won't be deployed anymore, but also not reconfigured to the default password!

Attention: After each reconnect of a client, the password will be deployed again.
This means, if the checkmark is set and you set another password somewhere else (e.g. under General::Admin),
this password will be just valid until the next reboot or reconnect to the Devices App!

;Create new random passwords
You can rollout new random passwords by unticking the '''Deploy administrative devices passwords''' checkmark and ticking it again. 

;Devices with multiple domains (Cloud)
In a hosted environment, you can use the Devices App with multiple domains. The corresponding instance of Devices has a configured domain and an instance password set inside the manager. 

The hosting PBX has a domain inside Devices with a specific password. 
If this domain name matches the instance domain of the Devices instance and the password matches either the instance password or the domain password, you will be logged in as admin and have access to all domains. 

Each newly created domain has its own password inside Devices. If you create an App Object inside a PBX with this domain and the password of this domain (inside Devices), you will just have access to this single domain. 

Devices also has the possibility to grant access to other domains for a specific domain.

=== Categories ===

There are two types of categories:
* provisioning category: used for device configurations and provisioning
* standard category: used for update/backup jobs and device management

Each device can have just a '''single''' provisioning category, as it receives it's configuration by all configured device configurations for this provisioning category.

In addition, a provisioning category, which is used inside an analogue phone/phone device configuration '''cannot''' be used to provision a gateway.

=== Device connections ===
The Devices registration is done through a websocket connection to the webserver of the App Platform and the Devices instance (standard HTTP/s port). 
The URL used can be configured manually under [http://wiki.innovaphone.com/index.php?title={{NAMESPACE}}:General/Devices_Registration Devices Registration] or through a new provisioning mechanism. 
 
A binary protocol is used to transfer information between the device and the devices App. The MAC address is the unique key to identify a device. 
 
If a device is added to a domain in Devices, the device gets a unique random password. Without such a password, a device shows up as '''unassigned''' in the Devices app.
This is also the case after a long reset or when the device lost its configuration. 
 
In such a case, the device has to be manually added again to a domain or it has to be provisioned again.

If a device is not assigned to a domain or provisioning category, it won't receive any configurations.

==== Devices Registrations ====
See [http://wiki.innovaphone.com/index.php?title={{NAMESPACE}}:General/Devices_Registration Devices Registration]

==== Second Devices Registration URL ====

The firmware has a second SYSCLIENT2 module, which can be configured to point to a different Devices instance and the AP Manager also has a second Devices Registration URL. 
 
If you use this configuration option, you should take care and consider:

* if the Devices domain from the second configuration provides a password for all devices, the password is ignored, as it would lead to inconsistend passwords otherwise (from 13r1 SR12 on)
* the Devices domain from the second configuration should not provide Devices Configurations or Update Jobs as these might collide with configurations from the first Devices instance!

Generally, only one of the two ''Devices'' App instances connected to the device must apply changes to the device.

We strongly discourage the usage of this second configuration option due to unexpected behaviour if incorrectly used!
Never use the second URL if you use software or hardware rental!

==== Device information ====

The following data is transferred:
* MAC address
* device type (e.g. IPVA, AppPlatform, IP112)
* IP addresses (IPv4, IPv6)
* version (not searchable)

You can also search for this data inside the devices tab in the App.


=== Provisioning ===
Devices can be added by provisioning (both phones and gateways).
The standard online provisioning looks like this:
* a user or administrator creates a provisioning code in the Devices or Users App (this stores the Devices URL on the provisioning server side)
* a device with 13r1 or newer is connected to the network after a long reset
* the provisioning code has to be entered within one hour (after one hour, the Update URL isn't polled anymore)
* the device sends this code to config.innovaphone.com and retrieves the Devices URL
* the device connects to the Devices URL and is added to the domain where the code has been created

There is also an [http://wiki.innovaphone.com/index.php?title={{NAMESPACE}}:Concept_Offline_Provisioning offline provisioning mode]. 
There is also an [http://wiki.innovaphone.com/index.php?title={{NAMESPACE}}:Concept_Provisioning#Automatic_provisioning automatic provisioning mode].

Note: provisioning is cancelled if the device already belongs to another domain in the same Devices instance! This prevents the unauthorized move of a device between different domains.

==== Devices Registration URL ====

The Devices Registration URL which is set through the provisioning process, always starts with '''wss'''. This is not dependent anymore on the App URL which is configured inside the PBX Devices App object.

=== Updates ===
The Devices App can be used to rollout updates. 

==== JSON files ====
The update files have to be acccessible on a webserver without authentication and four json files are used:
* firmware.json: innovaphone device firmware
* apps.json: Apps for the App Platform
* software.json: contains software for DECT handsets
** just IP64 and IP65 are used and supported
* phoneplatform.json: contains the phone platform image for e.g. the IP270

You can either use the standard innovaphone App Store for these files or your own local webserver. 

==== Update jobs ====
You can configure several update jobs with different categories to organize your updates. 
Update jobs are always sequentially processed and inside one update job, just '''20''' devices are updated at the same time.

==== Device update check after the update job has been already executed====
If a device goes online, the newest suitable update job is searched for this device (depending on the categories). 
If an update job is found, the update is just performed, if there has been '''no''' successfull update for this device in this job before and the version does not match (simply string compare).

====Update errors====
If an update fails, the Devices App shows an error. You may have to enable further tracing on the updated device itself to find out the reason of the failure. 
 
* on a gateway/phone add a trace flag to the UP1 and HTTPCLIENT0 module and take a look at the events which may already tell you the reason
* on an App Platform, enable the App and HTTP Client trace flag on the manager

An update job is retried '''two''' times if updates inside this job failed. The retry is done '''ten''' minutes after the update job finished previously.

====innovaphone myApps====
The path to the App Store and the used innovaphone myApps version is updated to the version of the gateway on gateways with an enabled PBX after a successfull update. 
This configuration can be found [http://wiki.innovaphone.com/index.php?title={{NAMESPACE}}:PBX/Config/myApps here]

Inside the configuration on an update job, the flag "Do not update myApps launcher software" disables the update of the innovaphone myApps version inside PBXes.

====DECT handsets====
If you check the update DECT handsets checkmark, all DECT devices will be configured to rollout updates to DECT handsets. 
See [[{{NAMESPACE}}:Concept_App_Service_Devices#Supported_DECT_handsets | Supported DECT handsets]].

The DECT handset firmware will be searched inside the configured software.json.

=== Backups ===
The Devices App can be used to backup the configuration and data of Apps and devices. 

====Webserver requirements====
Backups are stored on a webserver with or without Digest/Basic authentication and with the '''webdav PUT''' method.

====Backup jobs====
Backup jobs are executed sequentially. Inside one backup job, just '''20''' backups are performed at the same time.

====Phones or gateways====
The configuration file is stored. Therefor the Devices App tells the device to store the configuration with a !mod cmd UP0 /sync prot URL.

====Apps on an App Platform====
The databases of all existing instances and the manager are stored. 
Each installed App Service can have multiple instances and each App instance has its own database. 
A database contains '''both''' configuration and data of an App instance! 
The manager database contains the webserver certificate and further manager related configuration settings.

The Devices App establishes a websocket connection to the manager and tells the manager where to store the backups. 
The manager on the backuped App Platform itself performs the HTTP requests to store the files.

====Backup errors====
If a backup fails, the Devices App shows an error. You may have to enable further tracing on the backuped device itself to find out the reason of the failure.

* on a gateway/phone add a trace flag to the UP1 and HTTPCLIENT0
* on an App Platform, enable the App and HTTP Client trace flag on the manager

=== Restore ===
====Phones or gateways====
Just as always under [http://wiki.innovaphone.com/index.php?title={{NAMESPACE}}:Administration/Upload/Config Upload Config].

====Apps====
The App Service itself has to be installed on the App Platform prior restoring of a single instance. 
The restoring is done in the Manager App on the App Platform itself. 
The instance settings, the configuration and data are restored in a single process.

=== Device Configurations ===

You can define several device configurations. These configurations are either applied to all devices inside this domain or to selected categories. 
Configurations are applied on creation and on every reconnect of a matching device.

==== Transfer checkmarks ====

Some configuration options have a specific checkmark to enable the transfer of the option. 
 
* Checkmark disabled:
** configuration option field(s) are disabled
** option values are '''not''' transferred at all
* Checkmark enabled:
** configuration option field(s) are enabled
** option values are transferred, even if field values are empty

==== Expert configuration ====

The expert configuration can be used to configure different settings which are not available inside the other device configurations. 
You can use the standard syntax of an update server script (see [[ {{NAMESPACE}}:Concept_Update_Server | Concept Update Server ]] for a general overview and the section on [[Howto:PHP_based_Update_Server_V2#Hints_for_writing_your_update_snippets | Hints for writing your update snippets ]] (note that the remainder of this article relates to the now deprecated old mechanism, so please disregard the rest)). 
 
Some hints:
* the expert configuration is just executed once after a device restarted and on change of the expert configuration itself
* the expert configuration is executed after all other device configuration types, so that you can override changes
* to make configuration changes effective, you may also need to issue a final ''config write'', ''config activate'' and ''iresetn'' command (see the [[ {{NAMESPACE}}:Concept_Update_Server#Check_command | ''check'' command]] for details)
* some commands shouldn't be used inside the script:
** [[ {{NAMESPACE}}:Concept_Update_Server#Times_command |''times'']]: since the expert configuration is executed only once after a reboot of the device and when changes are made, it does not make sense to use the ''times'' command
** [[ {{NAMESPACE}}:Concept_Update_Server#Prot_command |''prot'']]|[[ {{NAMESPACE}}:Concept_Update_Server#Boot_command |''boot'']]: use an update job instead
** [[ {{NAMESPACE}}:Concept_Update_Server#Scfg_command |''scfg'']]: use a backup job instead
** [[Howto:PHP_based_Update_Server_V2#Using_vars_create|''vars create'']]: this cmd will always raise the ''reset needed condition'' and the aforementioned ''iresetn'' command would always execute therefore. As a result, the devices would enter a boot loop. Be sure to avoid this using an appropriate [[ {{NAMESPACE}}:Concept_Update_Server#Check_command |''check'' command ]] and update its ''<serial>'' properly whenever the expert configuration is changed

==== Certificates configuration ====
You can use this configuration to rollout certificates to the trust list of your devices. 

* Manual upload certificates.
* Configure up to five URLs which are polled every 24 hours. They must return files with PEM formatted public keys (one or more) which are then rolled out.
** certificates are just rolled out if differences are determined, so if URLs are polled and no changes are detected, certificates are not rolled out again. Changes are detected by fingerprint comparison of each embedded certificate
** if a device restarts, the configuration is applied again. Just the fingerprints of the device trust list are checked against the configuration trust list and just on differences, certificates are rolled out again
* Configure https://download.innovaphone.com/certificates/innovaphone.pem to always have the innovaphone public keys in your trust list (e.g. used for our push service).
* Configure https://download.innovaphone.com/certificates/ca.pem to always have the innovaphone Device Certification Authority certificates in your trust list.
* Configure https://download.innovaphone.com/certificates/ca-unverified.pem to always have the innovaphone Unverified Device Certification Authority certificates in your trust list.
** The Unverified CA is used for non hardware devices, e.g. IPVAs, which are not shipped with an official innovaphone Device Certification Authority certificate, as innovaphone has no control over the serial number here.

Using this configuration, the trust list can only be managed through ''Devices'' because it is cleared before each rollout.

==== DECT Handsets ====

This configuration can be used to configure specific options like language, voicemail number etc. for DECT handsets. 
 
* all DECT devices like IP1202, IP1203 etc. will receive this configuration (of course just if the configured categories match)
* Devices configures a URL like https://domain.com/domain.com/devices/parameters/id.xml on the specific DEVMANBW module.
* This file is then polled by the basestations and the read values are transfered to the DECT handsets.
* see [[{{NAMESPACE}}:IP1202/IP1203_DECT_System#Configuration_of_Handset_parameters]]

See [[{{NAMESPACE}}:Concept_App_Service_Devices#Supported_DECT_handsets | Supported DECT handsets]].

=== Software rental ===
Regarding the Software Rental program and the Payment Method, please refer to:
* [[{{NAMESPACE}}:Concept_Software_Rental|Concept Software Rental]]

Software rental can be done for innovaphone Cloud installations or for software, which operates on the customer premisis. This could eventually be customer owned hardware or a privat virtual machine, managed by the customer.

==== Hardware licenses ====
Hardware licenses have to be bound on the specific device in my.innovaphone itself and currently can't be handled within the Devices App itself. So you also need to download the licenses from my.innovaphone and upload them on the device with the already known methods.

===== Hardware licenses with software rental =====
If your device has software rental licenses, you can bind hardware licenses within my.innovaphone in the software rental project itself.

===== Hardware licenses without software rental =====
If your device does not have software rental licenses, you should bind hardware licenses in a separate non rental project in my.innovaphone.

==== innovaphone Cloud ====
Inside the innovaphone Cloud, you just have to upload your activation keys with iSCs to add licenses to one or more gateways. 

==== Email expiry notifications ====
You will receive an email notification if the rental of a project expires. This notification will be sent '''seven''' weeks before the expiry and then once a week until the rental expires. 
You can configure one or more email recipients in the domain settings. 
If no email address is configured, the email address of the logged in user account is used.

==== History ====
You can download the history in the Devices App. You'll get a CSV file (semicolon separated). The date and number format depends on the selected language in the UI. 
There is also an API available for automated downloas, which is described [[ {{NAMESPACE}}:Concept_App_Service_Devices#API_to_download_rental_history|here ]].

====Own installation====
Inside your own installation, you have to register a new my.innovaphone account or you can use an existing account inside the Devices App. 
One domain inside Devices belongs to one project inside your my.innovaphone company, so you can handle multiple domains with one my.innovaphone account.

====Technical aspects====
A new rental expiration date is calculated on each license or balance change in the domain. 
So after each change new licenses with a new date are transfered to the gateways and also stored in the Devices App itself. 
If the rental expires, the gateway reboots and the licenses are not available anymore. 
The licenses are also transfered after each reconnect of a gateway to the Devices App. 
 
For license and balance changes, the Devices App must be online and have access to my.innovaphone.com!

====Usage====
You have to add (use the + symbol) a PBX and select all licenses you want to rent. 
Use the '''apply''' button to really bind these licenses. Without usage of the apply button, you can just see a precalculation of the iSCs/month and the rental end date, but nothing is really charged from your balance.

===Change of IP address/DNS name in PBX object===
If the IP address or DNS name inside the PBX object of the Devices App changes, all currently connected clients get a new Devices Registration URL and also all clients, which connect afterwards with the old host name.

== Appendix ==
=== Sample firmware.json ===
<code type="javascript">
{
"devices": [
{ "id": "IP0010", "versions": [ "13r1" ] },
{ "id": "IP0011", "versions": [ "13r1" ] },
{ "id": "IP101", "versions": [ "13r1" ] },
{ "id": "IP102", "versions": [ "13r1" ] },
{ "id": "IP1060", "versions": [ "13r1" ] },
{ "id": "IP110", "versions": [ "13r1" ] },
{ "id": "IP110A", "versions": [ "13r1" ] },
{ "id": "IP111", "versions": [ "13r1" ] },
{ "id": "IP112", "versions": [ "13r1" ] },
{ "id": "IP1130", "versions": [ "13r1" ] },
{ "id": "IP1260", "versions": [ "13r1" ] },
{ "id": "IP150", "versions": [ "13r1" ] },
{ "id": "IP2000", "versions": [ "13r1" ] },
{ "id": "IP200A", "versions": [ "13r1" ] },
{ "id": "IP22", "versions": [ "13r1" ] },
{ "id": "IP222", "versions": [ "13r1" ] },
{ "id": "IP230", "versions": [ "13r1" ] },
{ "id": "IP232", "versions": [ "13r1" ] },
{ "id": "IP24", "versions": [ "13r1" ] },
{ "id": "IP240", "versions": [ "13r1" ] },
{ "id": "IP241", "versions": [ "13r1" ] },
{ "id": "IP29", "versions": [ "13r1" ] },
{ "id": "IP3010", "versions": [ "13r1" ] },
{ "id": "IP3011", "versions": [ "13r1" ] },
{ "id": "IP302", "versions": [ "13r1" ] },
{ "id": "IP305", "versions": [ "13r1" ] },
{ "id": "IP311", "versions": [ "13r1" ] },
{ "id": "IP411", "versions": [ "13r1" ] },
{ "id": "IP6000", "versions": [ "13r1" ] },
{ "id": "IP6010", "versions": [ "13r1" ] },
{ "id": "IP800", "versions": [ "13r1" ] },
{ "id": "IP810", "versions": [ "13r1" ] },
{ "id": "IP811", "versions": [ "13r1" ] },
{ "id": "IPVA", "versions": [ "13r1" ] }
],
"versions": [
{ "id": "13r1", "build": "131705", "text": "13r1 dvl [131705]", "wiki": "" }
]
}
</code>

=== Sample apps.json ===
<code type="javascript">
{
"apps": [
{
"id": "apidemo",
"folder": "apidemo",
"binary": "apidemo",
"versions": [
{ "id": "13r1", "build": "131705", "label": "dvl" }
],
"manufacturer": "innovaphone",
"title": "Apidemo",
"description": "The Apidemo"
},
{
"id": "appstore",
"folder": "appstore",
"binary": "appstore",
"versions": [
{ "id": "13r1", "build": "131705", "label": "dvl" }
],
"manufacturer": "innovaphone",
"title": "AppStore",
"description": "AppStore"
}
]
}
</code>

=== Sample software.json ===
<code type="javascript">
{
"software": [
{
"id": "myappsandroid",
"folder": "myappsandroid",
"binary": "myapps.apk",
"versions": [
{ "id": "13r1", "build": "131705", "label": "dvl" }
],
"manufacturer": "innovaphone",
"title": "myApps Android",
"description": "myApps for Android"
},
{
"id": "myappswindows",
"folder": "myappswindows",
"binary": "myAppsSetup.msi",
"versions": [
{ "id": "13r1", "build": "131705", "label": "dvl" }
],
"manufacturer": "innovaphone",
"title": "myApps Windows",
"description": "myApps for Windows"
}
]
}
</code>

=== Sample phoneplatform.json ===
<code type="javascript">
{
"phoneplatforms": [
{
"id": "arm64",
"text": "Phone Platform",
"file": "phone-platform.img",
"folder": "yocto2",
"version": "2063"
}
],
"devices": [
{
"id": "IP270",
"phoneplatforms": [
"arm64"
]
}
]
}
</code>

=== API to download rental history ===

You can download the history as a UTF-8 CSV file with simple '''HTTP GET''' requests with '''digest''' authentication. 
The CSV file uses the semicolon as delimiter. 
 
The URL to download the history is e.g.: 
'''<code>https://mydomain.com/mydomain.com/devices/csvapi?...</code>'''

You can find this path by editing the instance in the AP manager.
In the listed paths, you'll find something which ends with csvapi

In the innovaphone Cloud environment, the URL can be retrieved by taking a look at the Devices App object inside the cloud PBX and replacing the ending '''innovaphone-devices''' with '''csvapi''' inside the App URL, so it looks e.g. like this:

https://cloud-apps0.innovaphone.com/cloud.innovaphone.com/devices/csvapi

====CSV columns====
Most columns should be self explaining, but the column '''invoice reference''' refers to a value which you can configure manually in the domain settings in the Devices App!

====Digest authentication====
You can login with two different username/password combinations, while the domain is the digest username:

* If you use the domain and password of your Devices App instance inside the AP Manager, you have automatically access to all domains. 
* If you use the domain name of any domain as digest username and the configured domain password, you'll have access to this domain and all domains to which this domain has access to

====Query parameters====
The following query parameters can be used (don't forget to URL encode the parameter values, if neccessary!):
* all: if '''1''' or '''true''', the history is queried for all domains where the digest user has access to
* domain: required, if ''all'' is not set
* lang: the output language of the CSV file, which also controls date and number formats, e.g. '''en''', '''de''', ...
* tz: the timezone for dates, e.g. '''Europe/Berlin'''
* type: two types are available:
** '''history''': history which contains changes
** '''overview''': a monthly overview with the iSC costs at the first of the last months
* from: unix timestamp (UTC) in milliseconds, ignored for type=overview
* to: unix timestamp (UTC) in milliseconds, ignored for type=overview

====Example requests====
* <code>https://mydomain.com/mydomain.com/devices/csvapi?domain=mydomain.com&type=overview&lang=en&tz=Europe%2FBerlin</code>
* <code>https://mydomain.com/mydomain.com/devices/csvapi?domain=mydomain.com&type=history&lang=en&tz=Europe%2FBerlin&from=1601903431000&to=1601903385000</code>
* <code>https://mydomain.com/mydomain.com/devices/csvapi?all=1&type=overview&lang=en&tz=Europe%2FBerlin</code>

=== Supported DECT handsets ===

The following handsets are supported for update jobs and the DECT handsets configuration:

* IP64
* IP65
* D81
* D83

== Known issues ==

===SoftwarePhone===
The Devices App is not meant to be used with the windows SoftwarPhone standalone installation.

== Related Articles ==
* [[Howto:Software_Rental]]

Reference14r2:MyApps Plugin for Virtual Desktops

2025-10-16T10:43:01Z

Kpe: /* Troubleshooting RTP Stream */

[[Category:Concept|Apps]]
== Description ==
A softphone running at a terminal server (Citrix, Windows, ...) has the problem that audio and video streams start and terminate at the server.
Received audio from remote peer at the server must be transmitted to the local client for playback and audio delivered by the audio device must be also transmitted from the local client to the server for transmission to remote peer.
This transmission of the audio stream between server and client adds a delay which makes the communication impossible.
Video suffers from the same limitations.
 
A new innovaphone product called myApps Plugin is being developed to provide offloading of the media data to the local client.

== Applies To ==
* innovaphone PBX from version 14r2
* Client OS: Windows, Linux (Ubuntu 22 or 23, RangeeOS<ref>RangeeOS is listed due to a customer testimonial. No tests have been conducted by innovaphone. Tests were done using myapps 14r2sr3, RangeeOS Firmware 12.00 build 203 ff and Citrix Workspace 2311. (Workspace version 2402 & 2405 have a bug with USB redirection and 2408 is not starting reliably)</ref>, IGEL OS<ref>IGEL OS: available at [https://app.igel.com/myAppsPlugin/15.1.455+1 IGEL App Portal]</ref>) or MacOS operating systems
* Hypervisor OS: Citrix, Windows Terminal Server environments and VMWare Horizon<ref>VMWare Horizon OS is listed due to a customer testimonial. No tests have been conducted by innovaphone.</ref> 
<references/>

== Requirements ==
* innovaphone PBX
* innovaphone myApps V14r2
* innovaphone myApps Plugin V14r2
* Firmware V14r2 final

== Concept ==

The myApps Plugin at the client is in charge of all tasks related to the media streams and the management of the Audio/Video devices. For instance:

* start or stop an audio/video device
* gathering of the ICE candidates
* connect to a remote peer with the ICE protocol
* start a ringing device
* rendering of video

But we now need a way of communicating between the myApps running at the terminal server and the myApps plugin running at the terminal client in order to carry out all these actions.

Main VDI Platforms (Citrix, Windows, VMware) provide a way of communicating between server and client through Virtual Channels:

https://support.citrix.com/article/CTX116890/citrix-ica-virtual-channels-overview

https://learn.microsoft.com/en-us/windows/win32/termserv/using-terminal-services-virtual-channels

=== Call signaling ===

The VDI Plugin has no connection to the PBX. Signaling is still done at the terminal server by the myApps client.

== Configuration ==

'''Citrix Workspace app must first be installed on all platforms. This is necessary because the myApps plugin must copy a .dll (Windows) / .so (MacOS/Linux) into the Citrix installation directory. '''
For this to work, the Citrix installation directory must be in the %ProgramFiles(x86)% or %ProgramFiles% directory.
 

=== Windows ===

The myApps Plugin .msi must be installed or deployed at the Thin-Client and does not require any configuration.

=== MacOS ===

Install the myAppsPlugin.dmg or .pkg at the Thin-Client and does not require any configuration.

=== Linux ===

Update your Linux PC first:

'''sudo apt-get update'''

Download latest Citrix Workspace App (Mar 7, 2024) for Debian and x86_64 platform:

'''https://www.citrix.com/downloads/workspace-app/linux/workspace-app-for-linux-latest.html'''

Citrix Workspace app needs '''libwebkit2gtk-4.0-37''' packet and this packet is not available in Ubuntu-24.04 version.

Install it at your Linux PC:

https://docs.citrix.com/en-us/citrix-workspace-app-for-linux/install.html

'''sudo apt install -f ./icaclient_<version>._amd64.deb'''

Install (or update) now the myApps Plugin:

'''sudo apt install -f ./myAppsPlugin.deb'''

Headset Buttons:

*Jabra: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-java.rules
**Add <code>ATTRS{idVendor}=="0b0e", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
*Epos: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-epos.rules
** Add <code>ATTRS{idVendor}=="1395", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
*Plantronics: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-plantronics.rules
** Add <code>ATTRS{idVendor}=="047f", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
* Snom: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-snom.rules
** Add <code>ATTRS{idVendor}=="251c", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
* Yealink: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-yealink.rules
** Add <code>ATTRS{idVendor}=="6993", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>

No additional configuration required.

=== Configuration on the Terminalserver ===
The Softphone App at the terminal server does not require any additional configuration.

== How it works ==

User starts the VDI software (Citrix Workspace App or Windows Remotedesktop) needed to connect to a remote server.

This software automatically starts the myApps Plugin. No user action required.

The user starts myApps at the server for the Softphone App. myApps discovers that it is running in terminal server environment and will connect to the plugin which was already started by the VDI software.

The user does not need to have any knowledge about the myApps Plugin.

== Licensing ==

== Known issues ==
* The audio module in the MyApps Plugin for Linux/IgelOS has no echo cancellation. It is therefore recommended to use a headset, as headsets usually have their own echo cancellers.
* Webcam and remote videos must be rendered over the Softphone App but for the time being a native window is opened at the terminal client (only for the Windows Plugin)

* Connecting to a conference or 3rd party conference does not transmit video as video starts in the Javascript code of the Softphone App and Javascript has no access to the local webcam at the remote server.
**Video is displayed but with delay due to the rendering process.
**Citrix may provide access to the local webcam internally and the webcam may be available but remote peer will probably experience delay of the received video.
* When MyApps is used as a Citrix Published App, notification pop-ups cannot be displayed. This is because Citrix does not recognize the notifications as part of MyApps and therefore does not show them as part of the published app. If the full desktop is used in Citrix, the notifications function correctly.
* Start of AppSharing remains at the terminal server but the transmission of the media now starts at the local client.
* The MyApps Plugin for macOS supports only Citrix Workspace, the "Windows-App" from Microsoft is currently not supported
 We need to implement an exception for appSharing in the future as the transmission must happen at the server.
 For the time being the appSharing is transmitted to the client and forwarded to the remote peer adding some delay due to this tranmission between server and client (only for the Windows Plugin)

==Troubleshooting==
If the problem still exists after trying the OS-specific hints below, open a support ticket and send a trace from the myApps client (remote) with App and Browser option. Please send also all myAppsPlugin-x.txt and myAppsRemote-x.txt trace files from the myApps-plugin on the local PC.

=== Troubleshooting Windows ===

If Citrix is used as a terminal server environment:

1) Citrix must be installed '''BEFORE''' the plugin

2) Check in "C:/program files/Citrix/ICA Client" folder, there is the .dll myAppscitrixremoteserviesvc.dll

3) Check in the registry, that: Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\ICA Client\Engine\Configuration\Advanced\Modules\ICA 3.0 is there.

"VirtualDriverEx" must be there with the value: InnovaphoneCitrixPlugin

4) In Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\ICA Client\Engine\Configuration\Advanced\Modules\InnovaphoneCitrixPlugin as Drivename and DrivenameWin32 you should find the .dll as value and as innovaphone path the path of the plugin for the file myAppsplugin

Dump files are in the trace folder c:\users\$user\Appdata\local\innovaphone\myAppsPlugin if client crash at start.

'''Remote desktop (Windows)'''

After installing the plugin, check this registry folder:

Computer\HKEY_CURRENT_USER\Software\Microsoft\Terminal Server Client\Default\AddIns\innovaphoneRemoteServicesSvc64

and check as "Name" the path of the .dll <--- c:\program files(x86)\iinnovaphone\myAppsPlugin\myAppsRemoteServiceSvc64.dll

check that the .dll exist in the mentioned direcotry and the plugin.

'''Disable Echo Canceler (Windows PC)'''

Computer\HKEY_CURRENT_USER\Software\innovaphone\myApps einen neuen Eintrag erstellen:

Type: DWORD (REG_DWORD)

Name: disableEchoCanceller

Value: 1 ( or use, Value: 0 to enable the Echo Canceller)

=== Troubleshooting Linux ===

'''Citrix Workspace App must be installed before the myAppsPlugin'''

Innovaphone Plugin is installed under /opt/innovaphone/'''myAppsPlugin''' and in /opt/Citrix/ICAClient/'''myAppsCitrixPlugin.so'''

myAppsCitrixPlugin.so library is called by the Citrix Workspace App and this library opens the myAppsPlugin.

There is a file in the Citrix installation called module.ini (/opt/Citrix/ICAClient/config/module.ini). Inside this file the myApps Citrix Plugin library is included:

- VirtualDriver entry must contain myAppsCitrixPlugin

- a line with '''myAppsCitrixPlugin=On''' must exist and

Following directory '''/var/log/apps/myAppsPlugin/''' must also exist for the log files with write permission for everyone (drwxrwxrwx)

=== Troubleshooting MacOS ===

'''Citrix Workspace App must be installed before the myAppsPlugin'''

In /Library/Application Support/Citrix/PlugIns

must exist myAppsCitrixPlugin.plugin -> /Application/myappsPlugin.app/Contents/PlugIns/myapps_citrix_plugin.plugin

under:

/Users/.../Library/Application Support/Citrix Receiver

there is a file called Modules. Inside this file the myApps Plugin is included:

- VirtualDriver entry must contain myAppsCitrixPlugin

- a line with myAppsCitrixPlugin=On must exist

- and another line with [myAppsCitrixPlugin] too

both things are done during the installation. In case something is not working must check that the link to the plugin exists and that the modules file contains these entries.

And under /Users/.../Library/Containers/com.innovaphone.myapps-plugin-14r2/Data/Documents a log file is created: myAppsPlugin.txt

=== Troubleshooting Citrix ===
A Virtual Channel Policy must be added to the Registry at the '''Citrix Server''':

Create '''VCPolicies''' folder under '''HKLM/Software/Policies/Citrix''' if it does not exist.

Create '''VCPolicies''' folder under '''HKLM/Software/WOW6432Node/Policies/Citrix''' if it does not exist.

Create a REG_MULTI_SZ entry with the name '''VirtualChannelWhiteList'''. This entry must contain as value: '''INNOHDX,C:\Program Files (x86)\innovaphone\myApps\myApps.exe'''

=== Troubleshooting RTP Stream ===

You can analyze the RTP stream with the switch "--record-rtp-stream"

* RTP reception after Echo Canceller and JitterBuffer
* Audio from microphone and send to RTP

You have to start the myApps client as follows: myApps.exe --record-rtp-stream

After the call, you can find the audio files in the folder: C:\Users\...\AppData\Local\innovaphone\myApps

Tool to listen to the RTP stream: Audacity

Go to: File / Import / Raw Data and open the Folder with the Rtp stream and select the file.

For RTP-Send and RTP-Recv Data, use the Audio Codec G711 -> A-Law and 8000

For the Wave-in (out) Data Use Signed 16-bit PCM and 8000 Abtastrate

== Related Articles ==

* https://wiki.innovaphone.com/index.php?title=Reference14r2:Concept_myApps
* https://wiki.innovaphone.com/index.php?title=Reference14r2:Concept_App_SoftphoneApp

Reference14r2:MyApps Plugin for Virtual Desktops

2025-10-16T10:02:38Z

Kpe: /* Troubleshooting */

[[Category:Concept|Apps]]
== Description ==
A softphone running at a terminal server (Citrix, Windows, ...) has the problem that audio and video streams start and terminate at the server.
Received audio from remote peer at the server must be transmitted to the local client for playback and audio delivered by the audio device must be also transmitted from the local client to the server for transmission to remote peer.
This transmission of the audio stream between server and client adds a delay which makes the communication impossible.
Video suffers from the same limitations.
 
A new innovaphone product called myApps Plugin is being developed to provide offloading of the media data to the local client.

== Applies To ==
* innovaphone PBX from version 14r2
* Client OS: Windows, Linux (Ubuntu 22 or 23, RangeeOS<ref>RangeeOS is listed due to a customer testimonial. No tests have been conducted by innovaphone. Tests were done using myapps 14r2sr3, RangeeOS Firmware 12.00 build 203 ff and Citrix Workspace 2311. (Workspace version 2402 & 2405 have a bug with USB redirection and 2408 is not starting reliably)</ref>, IGEL OS<ref>IGEL OS: available at [https://app.igel.com/myAppsPlugin/15.1.455+1 IGEL App Portal]</ref>) or MacOS operating systems
* Hypervisor OS: Citrix, Windows Terminal Server environments and VMWare Horizon<ref>VMWare Horizon OS is listed due to a customer testimonial. No tests have been conducted by innovaphone.</ref> 
<references/>

== Requirements ==
* innovaphone PBX
* innovaphone myApps V14r2
* innovaphone myApps Plugin V14r2
* Firmware V14r2 final

== Concept ==

The myApps Plugin at the client is in charge of all tasks related to the media streams and the management of the Audio/Video devices. For instance:

* start or stop an audio/video device
* gathering of the ICE candidates
* connect to a remote peer with the ICE protocol
* start a ringing device
* rendering of video

But we now need a way of communicating between the myApps running at the terminal server and the myApps plugin running at the terminal client in order to carry out all these actions.

Main VDI Platforms (Citrix, Windows, VMware) provide a way of communicating between server and client through Virtual Channels:

https://support.citrix.com/article/CTX116890/citrix-ica-virtual-channels-overview

https://learn.microsoft.com/en-us/windows/win32/termserv/using-terminal-services-virtual-channels

=== Call signaling ===

The VDI Plugin has no connection to the PBX. Signaling is still done at the terminal server by the myApps client.

== Configuration ==

'''Citrix Workspace app must first be installed on all platforms. This is necessary because the myApps plugin must copy a .dll (Windows) / .so (MacOS/Linux) into the Citrix installation directory. '''
For this to work, the Citrix installation directory must be in the %ProgramFiles(x86)% or %ProgramFiles% directory.
 

=== Windows ===

The myApps Plugin .msi must be installed or deployed at the Thin-Client and does not require any configuration.

=== MacOS ===

Install the myAppsPlugin.dmg or .pkg at the Thin-Client and does not require any configuration.

=== Linux ===

Update your Linux PC first:

'''sudo apt-get update'''

Download latest Citrix Workspace App (Mar 7, 2024) for Debian and x86_64 platform:

'''https://www.citrix.com/downloads/workspace-app/linux/workspace-app-for-linux-latest.html'''

Citrix Workspace app needs '''libwebkit2gtk-4.0-37''' packet and this packet is not available in Ubuntu-24.04 version.

Install it at your Linux PC:

https://docs.citrix.com/en-us/citrix-workspace-app-for-linux/install.html

'''sudo apt install -f ./icaclient_<version>._amd64.deb'''

Install (or update) now the myApps Plugin:

'''sudo apt install -f ./myAppsPlugin.deb'''

Headset Buttons:

*Jabra: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-java.rules
**Add <code>ATTRS{idVendor}=="0b0e", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
*Epos: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-epos.rules
** Add <code>ATTRS{idVendor}=="1395", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
*Plantronics: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-plantronics.rules
** Add <code>ATTRS{idVendor}=="047f", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
* Snom: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-snom.rules
** Add <code>ATTRS{idVendor}=="251c", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
* Yealink: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-yealink.rules
** Add <code>ATTRS{idVendor}=="6993", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>

No additional configuration required.

=== Configuration on the Terminalserver ===
The Softphone App at the terminal server does not require any additional configuration.

== How it works ==

User starts the VDI software (Citrix Workspace App or Windows Remotedesktop) needed to connect to a remote server.

This software automatically starts the myApps Plugin. No user action required.

The user starts myApps at the server for the Softphone App. myApps discovers that it is running in terminal server environment and will connect to the plugin which was already started by the VDI software.

The user does not need to have any knowledge about the myApps Plugin.

== Licensing ==

== Known issues ==
* The audio module in the MyApps Plugin for Linux/IgelOS has no echo cancellation. It is therefore recommended to use a headset, as headsets usually have their own echo cancellers.
* Webcam and remote videos must be rendered over the Softphone App but for the time being a native window is opened at the terminal client (only for the Windows Plugin)

* Connecting to a conference or 3rd party conference does not transmit video as video starts in the Javascript code of the Softphone App and Javascript has no access to the local webcam at the remote server.
**Video is displayed but with delay due to the rendering process.
**Citrix may provide access to the local webcam internally and the webcam may be available but remote peer will probably experience delay of the received video.
* When MyApps is used as a Citrix Published App, notification pop-ups cannot be displayed. This is because Citrix does not recognize the notifications as part of MyApps and therefore does not show them as part of the published app. If the full desktop is used in Citrix, the notifications function correctly.
* Start of AppSharing remains at the terminal server but the transmission of the media now starts at the local client.
* The MyApps Plugin for macOS supports only Citrix Workspace, the "Windows-App" from Microsoft is currently not supported
 We need to implement an exception for appSharing in the future as the transmission must happen at the server.
 For the time being the appSharing is transmitted to the client and forwarded to the remote peer adding some delay due to this tranmission between server and client (only for the Windows Plugin)

==Troubleshooting==
If the problem still exists after trying the OS-specific hints below, open a support ticket and send a trace from the myApps client (remote) with App and Browser option. Please send also all myAppsPlugin-x.txt and myAppsRemote-x.txt trace files from the myApps-plugin on the local PC.

=== Troubleshooting Windows ===

If Citrix is used as a terminal server environment:

1) Citrix must be installed '''BEFORE''' the plugin

2) Check in "C:/program files/Citrix/ICA Client" folder, there is the .dll myAppscitrixremoteserviesvc.dll

3) Check in the registry, that: Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\ICA Client\Engine\Configuration\Advanced\Modules\ICA 3.0 is there.

"VirtualDriverEx" must be there with the value: InnovaphoneCitrixPlugin

4) In Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\ICA Client\Engine\Configuration\Advanced\Modules\InnovaphoneCitrixPlugin as Drivename and DrivenameWin32 you should find the .dll as value and as innovaphone path the path of the plugin for the file myAppsplugin

Dump files are in the trace folder c:\users\$user\Appdata\local\innovaphone\myAppsPlugin if client crash at start.

'''Remote desktop (Windows)'''

After installing the plugin, check this registry folder:

Computer\HKEY_CURRENT_USER\Software\Microsoft\Terminal Server Client\Default\AddIns\innovaphoneRemoteServicesSvc64

and check as "Name" the path of the .dll <--- c:\program files(x86)\iinnovaphone\myAppsPlugin\myAppsRemoteServiceSvc64.dll

check that the .dll exist in the mentioned direcotry and the plugin.

'''Disable Echo Canceler (Windows PC)'''

Computer\HKEY_CURRENT_USER\Software\innovaphone\myApps einen neuen Eintrag erstellen:

Type: DWORD (REG_DWORD)

Name: disableEchoCanceller

Value: 1 ( or use, Value: 0 to enable the Echo Canceller)

=== Troubleshooting Linux ===

'''Citrix Workspace App must be installed before the myAppsPlugin'''

Innovaphone Plugin is installed under /opt/innovaphone/'''myAppsPlugin''' and in /opt/Citrix/ICAClient/'''myAppsCitrixPlugin.so'''

myAppsCitrixPlugin.so library is called by the Citrix Workspace App and this library opens the myAppsPlugin.

There is a file in the Citrix installation called module.ini (/opt/Citrix/ICAClient/config/module.ini). Inside this file the myApps Citrix Plugin library is included:

- VirtualDriver entry must contain myAppsCitrixPlugin

- a line with '''myAppsCitrixPlugin=On''' must exist and

Following directory '''/var/log/apps/myAppsPlugin/''' must also exist for the log files with write permission for everyone (drwxrwxrwx)

=== Troubleshooting MacOS ===

'''Citrix Workspace App must be installed before the myAppsPlugin'''

In /Library/Application Support/Citrix/PlugIns

must exist myAppsCitrixPlugin.plugin -> /Application/myappsPlugin.app/Contents/PlugIns/myapps_citrix_plugin.plugin

under:

/Users/.../Library/Application Support/Citrix Receiver

there is a file called Modules. Inside this file the myApps Plugin is included:

- VirtualDriver entry must contain myAppsCitrixPlugin

- a line with myAppsCitrixPlugin=On must exist

- and another line with [myAppsCitrixPlugin] too

both things are done during the installation. In case something is not working must check that the link to the plugin exists and that the modules file contains these entries.

And under /Users/.../Library/Containers/com.innovaphone.myapps-plugin-14r2/Data/Documents a log file is created: myAppsPlugin.txt

=== Troubleshooting Citrix ===
A Virtual Channel Policy must be added to the Registry at the '''Citrix Server''':

Create '''VCPolicies''' folder under '''HKLM/Software/Policies/Citrix''' if it does not exist.

Create '''VCPolicies''' folder under '''HKLM/Software/WOW6432Node/Policies/Citrix''' if it does not exist.

Create a REG_MULTI_SZ entry with the name '''VirtualChannelWhiteList'''. This entry must contain as value: '''INNOHDX,C:\Program Files (x86)\innovaphone\myApps\myApps.exe'''

=== Troubleshooting RTP Stream ===

You can analyse the RTP stream with the switch "--record-rtp-stream"

* RTP receiption after Echo Canceller and JitterBuffer
* Audio from microphone and send to RTP

You have to start the myApps client as follows: myApps.exe --record-rtp-stream

After the call, you can find the audio files in the folder: C:\Users\...\AppData\Local\innovaphone\myApps

== Related Articles ==

* https://wiki.innovaphone.com/index.php?title=Reference14r2:Concept_myApps
* https://wiki.innovaphone.com/index.php?title=Reference14r2:Concept_App_SoftphoneApp

Reference14r2:MyApps Plugin for Virtual Desktops

2025-10-15T17:12:44Z

Kpe: /* Troubleshooting Windows */

[[Category:Concept|Apps]]
== Description ==
A softphone running at a terminal server (Citrix, Windows, ...) has the problem that audio and video streams start and terminate at the server.
Received audio from remote peer at the server must be transmitted to the local client for playback and audio delivered by the audio device must be also transmitted from the local client to the server for transmission to remote peer.
This transmission of the audio stream between server and client adds a delay which makes the communication impossible.
Video suffers from the same limitations.
 
A new innovaphone product called myApps Plugin is being developed to provide offloading of the media data to the local client.

== Applies To ==
* innovaphone PBX from version 14r2
* Client OS: Windows, Linux (Ubuntu 22 or 23, RangeeOS<ref>RangeeOS is listed due to a customer testimonial. No tests have been conducted by innovaphone. Tests were done using myapps 14r2sr3, RangeeOS Firmware 12.00 build 203 ff and Citrix Workspace 2311. (Workspace version 2402 & 2405 have a bug with USB redirection and 2408 is not starting reliably)</ref>, IGEL OS<ref>IGEL OS: available at [https://app.igel.com/myAppsPlugin/15.1.455+1 IGEL App Portal]</ref>) or MacOS operating systems
* Hypervisor OS: Citrix, Windows Terminal Server environments and VMWare Horizon<ref>VMWare Horizon OS is listed due to a customer testimonial. No tests have been conducted by innovaphone.</ref> 
<references/>

== Requirements ==
* innovaphone PBX
* innovaphone myApps V14r2
* innovaphone myApps Plugin V14r2
* Firmware V14r2 final

== Concept ==

The myApps Plugin at the client is in charge of all tasks related to the media streams and the management of the Audio/Video devices. For instance:

* start or stop an audio/video device
* gathering of the ICE candidates
* connect to a remote peer with the ICE protocol
* start a ringing device
* rendering of video

But we now need a way of communicating between the myApps running at the terminal server and the myApps plugin running at the terminal client in order to carry out all these actions.

Main VDI Platforms (Citrix, Windows, VMware) provide a way of communicating between server and client through Virtual Channels:

https://support.citrix.com/article/CTX116890/citrix-ica-virtual-channels-overview

https://learn.microsoft.com/en-us/windows/win32/termserv/using-terminal-services-virtual-channels

=== Call signaling ===

The VDI Plugin has no connection to the PBX. Signaling is still done at the terminal server by the myApps client.

== Configuration ==

'''Citrix Workspace app must first be installed on all platforms. This is necessary because the myApps plugin must copy a .dll (Windows) / .so (MacOS/Linux) into the Citrix installation directory. '''
For this to work, the Citrix installation directory must be in the %ProgramFiles(x86)% or %ProgramFiles% directory.
 

=== Windows ===

The myApps Plugin .msi must be installed or deployed at the Thin-Client and does not require any configuration.

=== MacOS ===

Install the myAppsPlugin.dmg or .pkg at the Thin-Client and does not require any configuration.

=== Linux ===

Update your Linux PC first:

'''sudo apt-get update'''

Download latest Citrix Workspace App (Mar 7, 2024) for Debian and x86_64 platform:

'''https://www.citrix.com/downloads/workspace-app/linux/workspace-app-for-linux-latest.html'''

Citrix Workspace app needs '''libwebkit2gtk-4.0-37''' packet and this packet is not available in Ubuntu-24.04 version.

Install it at your Linux PC:

https://docs.citrix.com/en-us/citrix-workspace-app-for-linux/install.html

'''sudo apt install -f ./icaclient_<version>._amd64.deb'''

Install (or update) now the myApps Plugin:

'''sudo apt install -f ./myAppsPlugin.deb'''

Headset Buttons:

*Jabra: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-java.rules
**Add <code>ATTRS{idVendor}=="0b0e", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
*Epos: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-epos.rules
** Add <code>ATTRS{idVendor}=="1395", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
*Plantronics: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-plantronics.rules
** Add <code>ATTRS{idVendor}=="047f", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
* Snom: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-snom.rules
** Add <code>ATTRS{idVendor}=="251c", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
* Yealink: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-yealink.rules
** Add <code>ATTRS{idVendor}=="6993", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>

No additional configuration required.

=== Configuration on the Terminalserver ===
The Softphone App at the terminal server does not require any additional configuration.

== How it works ==

User starts the VDI software (Citrix Workspace App or Windows Remotedesktop) needed to connect to a remote server.

This software automatically starts the myApps Plugin. No user action required.

The user starts myApps at the server for the Softphone App. myApps discovers that it is running in terminal server environment and will connect to the plugin which was already started by the VDI software.

The user does not need to have any knowledge about the myApps Plugin.

== Licensing ==

== Known issues ==
* The audio module in the MyApps Plugin for Linux/IgelOS has no echo cancellation. It is therefore recommended to use a headset, as headsets usually have their own echo cancellers.
* Webcam and remote videos must be rendered over the Softphone App but for the time being a native window is opened at the terminal client (only for the Windows Plugin)

* Connecting to a conference or 3rd party conference does not transmit video as video starts in the Javascript code of the Softphone App and Javascript has no access to the local webcam at the remote server.
**Video is displayed but with delay due to the rendering process.
**Citrix may provide access to the local webcam internally and the webcam may be available but remote peer will probably experience delay of the received video.
* When MyApps is used as a Citrix Published App, notification pop-ups cannot be displayed. This is because Citrix does not recognize the notifications as part of MyApps and therefore does not show them as part of the published app. If the full desktop is used in Citrix, the notifications function correctly.
* Start of AppSharing remains at the terminal server but the transmission of the media now starts at the local client.
* The MyApps Plugin for macOS supports only Citrix Workspace, the "Windows-App" from Microsoft is currently not supported
 We need to implement an exception for appSharing in the future as the transmission must happen at the server.
 For the time being the appSharing is transmitted to the client and forwarded to the remote peer adding some delay due to this tranmission between server and client (only for the Windows Plugin)

==Troubleshooting==
If the problem still exists after trying the OS-specific hints below, open a support ticket and send a trace from the myApps client (remote) with App and Browser option. Please send also all myAppsPlugin-x.txt and myAppsRemote-x.txt trace files from the myApps-plugin on the local PC.

=== Troubleshooting Windows ===

If Citrix is used as a terminal server environment:

1) Citrix must be installed '''BEFORE''' the plugin

2) Check in "C:/program files/Citrix/ICA Client" folder, there is the .dll myAppscitrixremoteserviesvc.dll

3) Check in the registry, that: Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\ICA Client\Engine\Configuration\Advanced\Modules\ICA 3.0 is there.

"VirtualDriverEx" must be there with the value: InnovaphoneCitrixPlugin

4) In Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\ICA Client\Engine\Configuration\Advanced\Modules\InnovaphoneCitrixPlugin as Drivename and DrivenameWin32 you should find the .dll as value and as innovaphone path the path of the plugin for the file myAppsplugin

Dump files are in the trace folder c:\users\$user\Appdata\local\innovaphone\myAppsPlugin if client crash at start.

'''Remote desktop (Windows)'''

After installing the plugin, check this registry folder:

Computer\HKEY_CURRENT_USER\Software\Microsoft\Terminal Server Client\Default\AddIns\innovaphoneRemoteServicesSvc64

and check as "Name" the path of the .dll <--- c:\program files(x86)\iinnovaphone\myAppsPlugin\myAppsRemoteServiceSvc64.dll

check that the .dll exist in the mentioned direcotry and the plugin.

'''Disable Echo Canceler (Windows PC)'''

Computer\HKEY_CURRENT_USER\Software\innovaphone\myApps einen neuen Eintrag erstellen:

Type: DWORD (REG_DWORD)

Name: disableEchoCanceller

Value: 1 ( or use, Value: 0 to enable the Echo Canceller)

=== Troubleshooting Linux ===

'''Citrix Workspace App must be installed before the myAppsPlugin'''

Innovaphone Plugin is installed under /opt/innovaphone/'''myAppsPlugin''' and in /opt/Citrix/ICAClient/'''myAppsCitrixPlugin.so'''

myAppsCitrixPlugin.so library is called by the Citrix Workspace App and this library opens the myAppsPlugin.

There is a file in the Citrix installation called module.ini (/opt/Citrix/ICAClient/config/module.ini). Inside this file the myApps Citrix Plugin library is included:

- VirtualDriver entry must contain myAppsCitrixPlugin

- a line with '''myAppsCitrixPlugin=On''' must exist and

Following directory '''/var/log/apps/myAppsPlugin/''' must also exist for the log files with write permission for everyone (drwxrwxrwx)

=== Troubleshooting MacOS ===

'''Citrix Workspace App must be installed before the myAppsPlugin'''

In /Library/Application Support/Citrix/PlugIns

must exist myAppsCitrixPlugin.plugin -> /Application/myappsPlugin.app/Contents/PlugIns/myapps_citrix_plugin.plugin

under:

/Users/.../Library/Application Support/Citrix Receiver

there is a file called Modules. Inside this file the myApps Plugin is included:

- VirtualDriver entry must contain myAppsCitrixPlugin

- a line with myAppsCitrixPlugin=On must exist

- and another line with [myAppsCitrixPlugin] too

both things are done during the installation. In case something is not working must check that the link to the plugin exists and that the modules file contains these entries.

And under /Users/.../Library/Containers/com.innovaphone.myapps-plugin-14r2/Data/Documents a log file is created: myAppsPlugin.txt

=== Troubleshooting Citrix ===
A Virtual Channel Policy must be added to the Registry at the '''Citrix Server''':

Create '''VCPolicies''' folder under '''HKLM/Software/Policies/Citrix''' if it does not exist.

Create '''VCPolicies''' folder under '''HKLM/Software/WOW6432Node/Policies/Citrix''' if it does not exist.

Create a REG_MULTI_SZ entry with the name '''VirtualChannelWhiteList'''. This entry must contain as value: '''INNOHDX,C:\Program Files (x86)\innovaphone\myApps\myApps.exe'''

== Related Articles ==

* https://wiki.innovaphone.com/index.php?title=Reference14r2:Concept_myApps
* https://wiki.innovaphone.com/index.php?title=Reference14r2:Concept_App_SoftphoneApp

Reference14r2:MyApps Plugin for Virtual Desktops

2025-10-15T17:12:04Z

Kpe: /* Troubleshooting Windows */

[[Category:Concept|Apps]]
== Description ==
A softphone running at a terminal server (Citrix, Windows, ...) has the problem that audio and video streams start and terminate at the server.
Received audio from remote peer at the server must be transmitted to the local client for playback and audio delivered by the audio device must be also transmitted from the local client to the server for transmission to remote peer.
This transmission of the audio stream between server and client adds a delay which makes the communication impossible.
Video suffers from the same limitations.
 
A new innovaphone product called myApps Plugin is being developed to provide offloading of the media data to the local client.

== Applies To ==
* innovaphone PBX from version 14r2
* Client OS: Windows, Linux (Ubuntu 22 or 23, RangeeOS<ref>RangeeOS is listed due to a customer testimonial. No tests have been conducted by innovaphone. Tests were done using myapps 14r2sr3, RangeeOS Firmware 12.00 build 203 ff and Citrix Workspace 2311. (Workspace version 2402 & 2405 have a bug with USB redirection and 2408 is not starting reliably)</ref>, IGEL OS<ref>IGEL OS: available at [https://app.igel.com/myAppsPlugin/15.1.455+1 IGEL App Portal]</ref>) or MacOS operating systems
* Hypervisor OS: Citrix, Windows Terminal Server environments and VMWare Horizon<ref>VMWare Horizon OS is listed due to a customer testimonial. No tests have been conducted by innovaphone.</ref> 
<references/>

== Requirements ==
* innovaphone PBX
* innovaphone myApps V14r2
* innovaphone myApps Plugin V14r2
* Firmware V14r2 final

== Concept ==

The myApps Plugin at the client is in charge of all tasks related to the media streams and the management of the Audio/Video devices. For instance:

* start or stop an audio/video device
* gathering of the ICE candidates
* connect to a remote peer with the ICE protocol
* start a ringing device
* rendering of video

But we now need a way of communicating between the myApps running at the terminal server and the myApps plugin running at the terminal client in order to carry out all these actions.

Main VDI Platforms (Citrix, Windows, VMware) provide a way of communicating between server and client through Virtual Channels:

https://support.citrix.com/article/CTX116890/citrix-ica-virtual-channels-overview

https://learn.microsoft.com/en-us/windows/win32/termserv/using-terminal-services-virtual-channels

=== Call signaling ===

The VDI Plugin has no connection to the PBX. Signaling is still done at the terminal server by the myApps client.

== Configuration ==

'''Citrix Workspace app must first be installed on all platforms. This is necessary because the myApps plugin must copy a .dll (Windows) / .so (MacOS/Linux) into the Citrix installation directory. '''
For this to work, the Citrix installation directory must be in the %ProgramFiles(x86)% or %ProgramFiles% directory.
 

=== Windows ===

The myApps Plugin .msi must be installed or deployed at the Thin-Client and does not require any configuration.

=== MacOS ===

Install the myAppsPlugin.dmg or .pkg at the Thin-Client and does not require any configuration.

=== Linux ===

Update your Linux PC first:

'''sudo apt-get update'''

Download latest Citrix Workspace App (Mar 7, 2024) for Debian and x86_64 platform:

'''https://www.citrix.com/downloads/workspace-app/linux/workspace-app-for-linux-latest.html'''

Citrix Workspace app needs '''libwebkit2gtk-4.0-37''' packet and this packet is not available in Ubuntu-24.04 version.

Install it at your Linux PC:

https://docs.citrix.com/en-us/citrix-workspace-app-for-linux/install.html

'''sudo apt install -f ./icaclient_<version>._amd64.deb'''

Install (or update) now the myApps Plugin:

'''sudo apt install -f ./myAppsPlugin.deb'''

Headset Buttons:

*Jabra: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-java.rules
**Add <code>ATTRS{idVendor}=="0b0e", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
*Epos: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-epos.rules
** Add <code>ATTRS{idVendor}=="1395", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
*Plantronics: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-plantronics.rules
** Add <code>ATTRS{idVendor}=="047f", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
* Snom: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-snom.rules
** Add <code>ATTRS{idVendor}=="251c", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
* Yealink: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-yealink.rules
** Add <code>ATTRS{idVendor}=="6993", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>

No additional configuration required.

=== Configuration on the Terminalserver ===
The Softphone App at the terminal server does not require any additional configuration.

== How it works ==

User starts the VDI software (Citrix Workspace App or Windows Remotedesktop) needed to connect to a remote server.

This software automatically starts the myApps Plugin. No user action required.

The user starts myApps at the server for the Softphone App. myApps discovers that it is running in terminal server environment and will connect to the plugin which was already started by the VDI software.

The user does not need to have any knowledge about the myApps Plugin.

== Licensing ==

== Known issues ==
* The audio module in the MyApps Plugin for Linux/IgelOS has no echo cancellation. It is therefore recommended to use a headset, as headsets usually have their own echo cancellers.
* Webcam and remote videos must be rendered over the Softphone App but for the time being a native window is opened at the terminal client (only for the Windows Plugin)

* Connecting to a conference or 3rd party conference does not transmit video as video starts in the Javascript code of the Softphone App and Javascript has no access to the local webcam at the remote server.
**Video is displayed but with delay due to the rendering process.
**Citrix may provide access to the local webcam internally and the webcam may be available but remote peer will probably experience delay of the received video.
* When MyApps is used as a Citrix Published App, notification pop-ups cannot be displayed. This is because Citrix does not recognize the notifications as part of MyApps and therefore does not show them as part of the published app. If the full desktop is used in Citrix, the notifications function correctly.
* Start of AppSharing remains at the terminal server but the transmission of the media now starts at the local client.
* The MyApps Plugin for macOS supports only Citrix Workspace, the "Windows-App" from Microsoft is currently not supported
 We need to implement an exception for appSharing in the future as the transmission must happen at the server.
 For the time being the appSharing is transmitted to the client and forwarded to the remote peer adding some delay due to this tranmission between server and client (only for the Windows Plugin)

==Troubleshooting==
If the problem still exists after trying the OS-specific hints below, open a support ticket and send a trace from the myApps client (remote) with App and Browser option. Please send also all myAppsPlugin-x.txt and myAppsRemote-x.txt trace files from the myApps-plugin on the local PC.

=== Troubleshooting Windows ===

If Citrix is used as a terminal server environment:

1) Citrix must be installed '''BEFORE''' the plugin

2) Check in "C:/program files/Citrix/ICA Client" folder, there is the .dll myAppscitrixremoteserviesvc.dll

3) Check in the registry, that: Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\ICA Client\Engine\Configuration\Advanced\Modules\ICA 3.0 is there.

"VirtualDriverEx" must be there with the value: InnovaphoneCitrixPlugin

4) In Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\ICA Client\Engine\Configuration\Advanced\Modules\InnovaphoneCitrixPlugin as Drivename and DrivenameWin32 you should find the .dll as value and as innovaphone path the path of the plugin for the file myAppsplugin

Dump files are in the trace folder c:\users\$user\Appdata\local\innovaphone\myAppsPlugin if client crash at start.

'''Remote desktop (Windows)'''

After installing the plugin, check this registry folder:

Computer\HKEY_CURRENT_USER\Software\Microsoft\Terminal Server Client\Default\AddIns\innovaphoneRemoteServicesSvc64

and check as "Name" the path of the .dll <--- c:\program files(x86)\iinnovaphone\myAppsPlugin\myAppsRemoteServiceSvc64.dll

check that the .dll exist in the mentioned direcotry and the plugin.

'''Disable Echo Canceler (Windows PC)'''

Computer\HKEY_CURRENT_USER\Software\innovaphone\myApps einen neuen Eintrag erstellen:

Type: DWORD (REG_DWORD)

Name: disableEchoCanceller

Value: 1 (Value: 0 to enable the Echo Canceller)

=== Troubleshooting Linux ===

'''Citrix Workspace App must be installed before the myAppsPlugin'''

Innovaphone Plugin is installed under /opt/innovaphone/'''myAppsPlugin''' and in /opt/Citrix/ICAClient/'''myAppsCitrixPlugin.so'''

myAppsCitrixPlugin.so library is called by the Citrix Workspace App and this library opens the myAppsPlugin.

There is a file in the Citrix installation called module.ini (/opt/Citrix/ICAClient/config/module.ini). Inside this file the myApps Citrix Plugin library is included:

- VirtualDriver entry must contain myAppsCitrixPlugin

- a line with '''myAppsCitrixPlugin=On''' must exist and

Following directory '''/var/log/apps/myAppsPlugin/''' must also exist for the log files with write permission for everyone (drwxrwxrwx)

=== Troubleshooting MacOS ===

'''Citrix Workspace App must be installed before the myAppsPlugin'''

In /Library/Application Support/Citrix/PlugIns

must exist myAppsCitrixPlugin.plugin -> /Application/myappsPlugin.app/Contents/PlugIns/myapps_citrix_plugin.plugin

under:

/Users/.../Library/Application Support/Citrix Receiver

there is a file called Modules. Inside this file the myApps Plugin is included:

- VirtualDriver entry must contain myAppsCitrixPlugin

- a line with myAppsCitrixPlugin=On must exist

- and another line with [myAppsCitrixPlugin] too

both things are done during the installation. In case something is not working must check that the link to the plugin exists and that the modules file contains these entries.

And under /Users/.../Library/Containers/com.innovaphone.myapps-plugin-14r2/Data/Documents a log file is created: myAppsPlugin.txt

=== Troubleshooting Citrix ===
A Virtual Channel Policy must be added to the Registry at the '''Citrix Server''':

Create '''VCPolicies''' folder under '''HKLM/Software/Policies/Citrix''' if it does not exist.

Create '''VCPolicies''' folder under '''HKLM/Software/WOW6432Node/Policies/Citrix''' if it does not exist.

Create a REG_MULTI_SZ entry with the name '''VirtualChannelWhiteList'''. This entry must contain as value: '''INNOHDX,C:\Program Files (x86)\innovaphone\myApps\myApps.exe'''

== Related Articles ==

* https://wiki.innovaphone.com/index.php?title=Reference14r2:Concept_myApps
* https://wiki.innovaphone.com/index.php?title=Reference14r2:Concept_App_SoftphoneApp

Reference14r2:MyApps Plugin for Virtual Desktops

2025-10-15T17:08:02Z

Kpe: /* Troubleshooting */

[[Category:Concept|Apps]]
== Description ==
A softphone running at a terminal server (Citrix, Windows, ...) has the problem that audio and video streams start and terminate at the server.
Received audio from remote peer at the server must be transmitted to the local client for playback and audio delivered by the audio device must be also transmitted from the local client to the server for transmission to remote peer.
This transmission of the audio stream between server and client adds a delay which makes the communication impossible.
Video suffers from the same limitations.
 
A new innovaphone product called myApps Plugin is being developed to provide offloading of the media data to the local client.

== Applies To ==
* innovaphone PBX from version 14r2
* Client OS: Windows, Linux (Ubuntu 22 or 23, RangeeOS<ref>RangeeOS is listed due to a customer testimonial. No tests have been conducted by innovaphone. Tests were done using myapps 14r2sr3, RangeeOS Firmware 12.00 build 203 ff and Citrix Workspace 2311. (Workspace version 2402 & 2405 have a bug with USB redirection and 2408 is not starting reliably)</ref>, IGEL OS<ref>IGEL OS: available at [https://app.igel.com/myAppsPlugin/15.1.455+1 IGEL App Portal]</ref>) or MacOS operating systems
* Hypervisor OS: Citrix, Windows Terminal Server environments and VMWare Horizon<ref>VMWare Horizon OS is listed due to a customer testimonial. No tests have been conducted by innovaphone.</ref> 
<references/>

== Requirements ==
* innovaphone PBX
* innovaphone myApps V14r2
* innovaphone myApps Plugin V14r2
* Firmware V14r2 final

== Concept ==

The myApps Plugin at the client is in charge of all tasks related to the media streams and the management of the Audio/Video devices. For instance:

* start or stop an audio/video device
* gathering of the ICE candidates
* connect to a remote peer with the ICE protocol
* start a ringing device
* rendering of video

But we now need a way of communicating between the myApps running at the terminal server and the myApps plugin running at the terminal client in order to carry out all these actions.

Main VDI Platforms (Citrix, Windows, VMware) provide a way of communicating between server and client through Virtual Channels:

https://support.citrix.com/article/CTX116890/citrix-ica-virtual-channels-overview

https://learn.microsoft.com/en-us/windows/win32/termserv/using-terminal-services-virtual-channels

=== Call signaling ===

The VDI Plugin has no connection to the PBX. Signaling is still done at the terminal server by the myApps client.

== Configuration ==

'''Citrix Workspace app must first be installed on all platforms. This is necessary because the myApps plugin must copy a .dll (Windows) / .so (MacOS/Linux) into the Citrix installation directory. '''
For this to work, the Citrix installation directory must be in the %ProgramFiles(x86)% or %ProgramFiles% directory.
 

=== Windows ===

The myApps Plugin .msi must be installed or deployed at the Thin-Client and does not require any configuration.

=== MacOS ===

Install the myAppsPlugin.dmg or .pkg at the Thin-Client and does not require any configuration.

=== Linux ===

Update your Linux PC first:

'''sudo apt-get update'''

Download latest Citrix Workspace App (Mar 7, 2024) for Debian and x86_64 platform:

'''https://www.citrix.com/downloads/workspace-app/linux/workspace-app-for-linux-latest.html'''

Citrix Workspace app needs '''libwebkit2gtk-4.0-37''' packet and this packet is not available in Ubuntu-24.04 version.

Install it at your Linux PC:

https://docs.citrix.com/en-us/citrix-workspace-app-for-linux/install.html

'''sudo apt install -f ./icaclient_<version>._amd64.deb'''

Install (or update) now the myApps Plugin:

'''sudo apt install -f ./myAppsPlugin.deb'''

Headset Buttons:

*Jabra: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-java.rules
**Add <code>ATTRS{idVendor}=="0b0e", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
*Epos: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-epos.rules
** Add <code>ATTRS{idVendor}=="1395", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
*Plantronics: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-plantronics.rules
** Add <code>ATTRS{idVendor}=="047f", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
* Snom: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-snom.rules
** Add <code>ATTRS{idVendor}=="251c", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>
* Yealink: Create a file sudo <your-favorite-text-editor> /etc/udev/rules.d/50-udev-yealink.rules
** Add <code>ATTRS{idVendor}=="6993", MODE="0666", GROUP="users"</code> as content. After creating the udev file (as root), reload the udev rules using: <code>sudo udevadm control --reload</code>

No additional configuration required.

=== Configuration on the Terminalserver ===
The Softphone App at the terminal server does not require any additional configuration.

== How it works ==

User starts the VDI software (Citrix Workspace App or Windows Remotedesktop) needed to connect to a remote server.

This software automatically starts the myApps Plugin. No user action required.

The user starts myApps at the server for the Softphone App. myApps discovers that it is running in terminal server environment and will connect to the plugin which was already started by the VDI software.

The user does not need to have any knowledge about the myApps Plugin.

== Licensing ==

== Known issues ==
* The audio module in the MyApps Plugin for Linux/IgelOS has no echo cancellation. It is therefore recommended to use a headset, as headsets usually have their own echo cancellers.
* Webcam and remote videos must be rendered over the Softphone App but for the time being a native window is opened at the terminal client (only for the Windows Plugin)

* Connecting to a conference or 3rd party conference does not transmit video as video starts in the Javascript code of the Softphone App and Javascript has no access to the local webcam at the remote server.
**Video is displayed but with delay due to the rendering process.
**Citrix may provide access to the local webcam internally and the webcam may be available but remote peer will probably experience delay of the received video.
* When MyApps is used as a Citrix Published App, notification pop-ups cannot be displayed. This is because Citrix does not recognize the notifications as part of MyApps and therefore does not show them as part of the published app. If the full desktop is used in Citrix, the notifications function correctly.
* Start of AppSharing remains at the terminal server but the transmission of the media now starts at the local client.
* The MyApps Plugin for macOS supports only Citrix Workspace, the "Windows-App" from Microsoft is currently not supported
 We need to implement an exception for appSharing in the future as the transmission must happen at the server.
 For the time being the appSharing is transmitted to the client and forwarded to the remote peer adding some delay due to this tranmission between server and client (only for the Windows Plugin)

==Troubleshooting==
If the problem still exists after trying the OS-specific hints below, open a support ticket and send a trace from the myApps client (remote) with App and Browser option. Please send also all myAppsPlugin-x.txt and myAppsRemote-x.txt trace files from the myApps-plugin on the local PC.

=== Troubleshooting Windows ===

If Citrix is used as a terminal server environment:

1) Citrix must be installed '''BEFORE''' the plugin

2) Check in "C:/program files/Citrix/ICA Client" folder, there is the .dll myAppscitrixremoteserviesvc.dll

3) Check in the registry, that: Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\ICA Client\Engine\Configuration\Advanced\Modules\ICA 3.0 is there.

"VirtualDriverEx" must be there with the value: InnovaphoneCitrixPlugin

4) In Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\ICA Client\Engine\Configuration\Advanced\Modules\InnovaphoneCitrixPlugin as Drivename and DrivenameWin32 you should find the .dll as value and as innovaphone path the path of the plugin for the file myAppsplugin

Dump files are in the trace folder c:\users\$user\Appdata\local\innovaphone\myAppsPlugin if client crash at start.

'''Remote desktop (Windows)'''

After installing the plugin, check this registry folder:

Computer\HKEY_CURRENT_USER\Software\Microsoft\Terminal Server Client\Default\AddIns\innovaphoneRemoteServicesSvc64

and check as "Name" the path of the .dll <--- c:\program files(x86)\iinnovaphone\myAppsPlugin\myAppsRemoteServiceSvc64.dll

check that the .dll exist in the mentioned direcotry and the plugin.

'''Disable Echo Canceler (Windows PC)'''

Computer\HKEY_CURRENT_USER\Software\innovaphone\myApps einen neuen Eintrag erstellen:

Type: DWORD (REG_DWORD)

Name: disableEchoCanceller

Value: 1

=== Troubleshooting Linux ===

'''Citrix Workspace App must be installed before the myAppsPlugin'''

Innovaphone Plugin is installed under /opt/innovaphone/'''myAppsPlugin''' and in /opt/Citrix/ICAClient/'''myAppsCitrixPlugin.so'''

myAppsCitrixPlugin.so library is called by the Citrix Workspace App and this library opens the myAppsPlugin.

There is a file in the Citrix installation called module.ini (/opt/Citrix/ICAClient/config/module.ini). Inside this file the myApps Citrix Plugin library is included:

- VirtualDriver entry must contain myAppsCitrixPlugin

- a line with '''myAppsCitrixPlugin=On''' must exist and

Following directory '''/var/log/apps/myAppsPlugin/''' must also exist for the log files with write permission for everyone (drwxrwxrwx)

=== Troubleshooting MacOS ===

'''Citrix Workspace App must be installed before the myAppsPlugin'''

In /Library/Application Support/Citrix/PlugIns

must exist myAppsCitrixPlugin.plugin -> /Application/myappsPlugin.app/Contents/PlugIns/myapps_citrix_plugin.plugin

under:

/Users/.../Library/Application Support/Citrix Receiver

there is a file called Modules. Inside this file the myApps Plugin is included:

- VirtualDriver entry must contain myAppsCitrixPlugin

- a line with myAppsCitrixPlugin=On must exist

- and another line with [myAppsCitrixPlugin] too

both things are done during the installation. In case something is not working must check that the link to the plugin exists and that the modules file contains these entries.

And under /Users/.../Library/Containers/com.innovaphone.myapps-plugin-14r2/Data/Documents a log file is created: myAppsPlugin.txt

=== Troubleshooting Citrix ===
A Virtual Channel Policy must be added to the Registry at the '''Citrix Server''':

Create '''VCPolicies''' folder under '''HKLM/Software/Policies/Citrix''' if it does not exist.

Create '''VCPolicies''' folder under '''HKLM/Software/WOW6432Node/Policies/Citrix''' if it does not exist.

Create a REG_MULTI_SZ entry with the name '''VirtualChannelWhiteList'''. This entry must contain as value: '''INNOHDX,C:\Program Files (x86)\innovaphone\myApps\myApps.exe'''

== Related Articles ==

* https://wiki.innovaphone.com/index.php?title=Reference14r2:Concept_myApps
* https://wiki.innovaphone.com/index.php?title=Reference14r2:Concept_App_SoftphoneApp

Reference16r1:Concept App Service Queues

2025-10-15T13:48:43Z

Kpe: /* V16 Improvements */

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Breakthrough of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for changing the mobility destination of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be initiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringing or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Fix: Issue breakthrough option/button not updated.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in BLF.''' 
Show users immediately in the BLF after adding them to a group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after connecting a Call.

'''Fix: Issue to many calls when starting call forward breakthrough.''' 
Fixed call forward breakthrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
The Display Name was wrongly used as User Identifier/Common Name to assign the 'queue'-group.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a change by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the behavior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice, the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

'''Further fixes will come with future service releases. Please consult our release notes accordingly.''' 

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App may '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
* If disabled: a long list of incoming calls will be shown.
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Reference16r1:Concept App Service Queues

2025-10-06T11:11:56Z

Kpe: /* V16 Improvements */

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Breakthrough of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for changing the mobility destination of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be initiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringing or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Fix: Issue breakthrough option/button not updated.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in BLF.''' 
Show users immediately in the BLF after adding them to a group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after connecting a Call.

'''Fix: Issue to many calls when starting call forward breakthrough.''' 
Fixed call forward breakthrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
Fixed an issue with Queues-plugin Group Configuration.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a change by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the behavior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice, the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App may '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
* If disabled: a long list of incoming calls will be shown.
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Reference16r1:Concept App Service Queues

2025-10-06T11:09:16Z

Kpe: /* V16 Improvements */

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Break-through of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for changing the mobility destination of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be innitiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringingg or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Fix: Issue breakthrough option/button not updated.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in blf.''' 
Show users immediately in blf after adding them to a new group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after Connecting a Call.

'''Fix: Issue to many calls when starting Callforward breakthrough.''' 
Fixed callforward breaktrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
Fixed an issue with Queues-plugin Group Configuration.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a change by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the bahvior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App may '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
* If disabled: a long list of incoming calls will be shown.
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Reference16r1:Concept App Service Queues

2025-10-06T11:08:20Z

Kpe: /* V16 Improvements */

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Break-through of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for showing and chnaging the mobility destiantion of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be innitiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringingg or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Fix: Issue breakthrough option/button not updated.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in blf.''' 
Show users immediately in blf after adding them to a new group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after Connecting a Call.

'''Fix: Issue to many calls when starting Callforward breakthrough.''' 
Fixed callforward breaktrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
Fixed an issue with Queues-plugin Group Configuration.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a change by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the bahvior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App may '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
* If disabled: a long list of incoming calls will be shown.
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Reference16r1:Concept App Service Queues

2025-10-06T11:07:34Z

Kpe: Created page with " Apps The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App. == Applies To == * innovaphone PBX from version 16r1final ==Requirements== * innovaphone PBX * innovaphone Application Platform * Firmware V16r1xx * UsersAdminApp * (Soft)PhoneApp * ProfileApp * CalllistApp * Calllist-API * RCC-API *..."

[[Category:Concept|Apps]]
The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

== Applies To ==

* innovaphone PBX from version 16r1final

==Requirements==
* innovaphone PBX
* innovaphone Application Platform
* Firmware V16r1xx
* UsersAdminApp
* (Soft)PhoneApp
* ProfileApp
* CalllistApp
* Calllist-API
* RCC-API
* configured Waiting Queues in the PBX
* configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
* License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
* A dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

==V16 Improvements==
'''Show call diversions for the favorites section in the BLF.''' 
This feature shows, with a colored label in the BLF entry, the configured call forwarding from the respective User. The color of the label depends on the type of configured forwarding, CFNR (orange/yellow), CFB (red) or CFU (purple). A click on the label, shows the configured forwarding destination.

'''Break-through of call diversions from BLF in favorites section.''' 
With a new icon (handset with arrow) it is possible to call to the User with a Call forward and breakthrough this call forward. This applies for CFB and CFU. In case of a CFNR the CFx-breakthrough does not apply because the call rings first at the user and after the configured timer the CFNR will be executed.

'''Edit mobility destination for users.''' 
An improvement for showing and chnaging the mobility destiantion of the users.

'''Enable numeric + key as shortcut for transfer option.''' 
The Switchboard App now supports the shortkey + as shortkey for the transfer functionality.

'''Focus on second call for easier transfer ''' 
When starting a second call in the Switchboard App, the focus will be in the call section on this second call, so that a transfer can be innitiated immediately by pressing the configured short-cut, for example the numeric + key. In case the focus is in the search field, press the TAB key first.

'''Call state in outgoing call section.''' 
When having an outgoing call, the status of this call (ringingg or connected) will be shown in this outgoing call for a more user-friendly and intuitive feedback.

'''Fix: Issue breakthrough option/button not updated.''' 
Fixed breakthrough option/button was not updated (added/removed) when eg a CFu is set/removed.

'''Fix: Issue added users not visible immediately in blf.''' 
Show users immediately in blf after adding them to a new group.

'''Fix: Issue missing call-leg2 Info.''' 
Missing Call-leg2 Info now showed after Connecting a Call.

'''Fix: Issue to many calls when starting Callforward breakthrough.''' 
Fixed callforward breaktrough that leaded to many calls.

'''Fix: Issue to less space between buttons in BLF Details.''' 
Fixed the space between buttons in BLF user details.

'''Fix: Issue with Queues-plugin Group Configuration.''' 
Fixed an issue with Queues-plugin Group Configuration.

'''Fix: Issue Display of mismatched number with name in outgoing calls.''' 
Fixed the display of mismatched number with name in outgoing calls section on pickup.

'''Fix: Issue with missing CFx on a user after a change by the Switchboard App.''' 
Fixed the forwardings stored in PBX after a chang by the Switchboard App.

'''Fix: Issue Users displayed multiple times when we click on BLF duplication button.''' 
Fixed the bahvior when we click on BLF duplication button.

'''Fix: Issue when Transfer-button clicked twice.''' 
Fixed when transfer-button clicked twice the transfer button was not removed on second call.

'''Fix: Issue Missing call after selecting IVR option.''' 
Fixed when selecting IVR option, show the waiting Queue again in the call panel section.

'''Fix: Issue transfer button shown on active calls.''' 
Fixed don't show the transfer button on active calls.

== Apps ==
=== Switchboard App (innovaphone-switchboard) ===
[[Image: Switchboard-App.png|50px|switchboard-app.png/|switchboard-app.png/]]

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard</pre>
;Websocket
;TableUsers: to be able to replicate the users for the BLF
;Admin: to be able to edit the User object to monitor or un-monitor a waiting queue
;PbxApi: to edit the presence information
;RCC: to use the RCC API to manage the calls
;Impersonation: to get the Phone App favorites

=== Switchboard Admin App (innovaphone-switchboard-admin) ===
[[Image: Innovaphone-switchboard-admin.png|50px|innovaphone-switchboard-admin.png/|innovaphone-switchboard-admin.png/]]

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:
;URL: <pre>http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin</pre>
;Websocket
;TableUsers: to be able to replicate the users from the PBX
;Admin: to be able to assign the waiting queue groups to the user

== PBX Manager Plugins ==

=== Queues ===

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

==Configuration==
# Install the Queues App
#* Option 1: Settings Apps/App Installer plugin - Search and Install the Queues App or
#* Option 2: AP Manager/App Store:
#** Search and Install the Queues App
#** Create an Instance of the Queues App
#** Start the created instance
# Settings App/Queues Plugin - Create the necessary App Objects:
#* Switchboard App: e.g. 'Switchboard'/'switchboard'
#* Switchboard Admin App: e.g. 'Switchboard Admin'/'switchboard-admin'
# Assign the Switchboard App and License to the correct users (can be done User- or Config Template-based)
# Assign the Switchboard Admin App to the correct Admin-users (can be done User- or Config Template-based)
# Configure Master PBX via the Switchboard Admin App Settings (optional with a single PBX):
#* PBX Name: PBX Name (PBX/Config/General/PBX Name) of the Master PBX
#* DNS (optional): DNS Name (PBX/Config/General/PBX Name) of the Master PBX Restart the Queues Instance after changing (so the App Objects can re-connect).
# Configure Waiting Queues via the Settings App/Waiting Queues Plugin or check existing Waiting Queues:
#* Waiting Queues monitored by the Switchboard App must have a '''Primary Group''' (used by the Switchboard Admin App to assign groups to Users)
#* Waiting Queues monitored by the Switchboard App may '''not''' have the ''''Operator connect for SOAP''''-checkbox ticked (needed to release calls correctly when taken/accepted by another Switchboard User)
# Create a Monitoring Group '''queues''' for the Switchboard (Admin) App. This can be done easily via the Queues Plugin of the Settings App (Groups configuration) or via the Advanced UI of the PBX:
#* '''Waiting Queues''' to be seen by the Switchboard App must have this group assigned '''Static only'''
#* '''Switchboard Users''' must have this group assigned '''Static and Active'''
# Configure the Switchboard Users via Switchboard Admin App:
#* Assign the correct rights / Waiting Queues to be monitored
#* (Optional) Create or Assign an already created Busy Lamp Field
# Adjust the Switchboard User Object and Phone Config (can also be done via a Config Template (desk phones only)):
#* Object: '''Untick 'Twin Phones'''' => Picking alerting calls (BLF or Waiting Queue-section) is possible
#* (Soft)Phone: '''Enable 'Call Waiting'''' => handling of multiple calls is possible (e.g. pickup call while there is an already alerting call)
# (Optional) Adjust the PBX/Phone/myApps/UsersAdmin App Config for better usage:
#* PBX: Configure the Recall Timeout of the PBX (PBX/Config/General/Recall Timeout) => Blind Transferred calls can be taken back
#* Phone: Configure a Park-key on the phone(s) of the Switchboard User(s) => visual/audio reminder of Parked Calls after X seconds
#* myApps: Deselect the default (Soft)Phone App + Untick the "Bring AppSharing/Video always to front" in your (Soft)Phone App => prevention of the (Soft)Phone App to popup.
#* UsersAdmin App: Tick the 'Privacy/Display e-mail address' in the Settings of the Users Admin, so that a callback-button is shown for User-search results.
# Open the Switchboard App and Select a (Soft)Phone to be controlled in the Settings/Hamburger Menu

==Switchboard Admin App - User interface==
When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1).
It will not list all users anymore, which speeds up the start of the App in big environments with many users.
At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

===Search field===
Search for the user of your choice by typing its name.
The users details include their configured CFx since V15r1 and up.
When multiple user are shown, select the correct user.
The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

===Rights===
Here, you can define the rights of the Switchboard App user:
* Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
* Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
* Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

===Waiting Queues===
This section shows the membership of primary group activity from the respective waiting queue.
This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database.
Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well.
It might overwrite the latest group membership change done by the Switchboard App user itself. 
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes. 
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:
* Off: this waiting queue will not be shown in the user's Switchboard App for login.
* Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
* Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
* Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

===Busy Lamp Field===

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and the PBX Users in the groups.
There is also the option to copy an already configured BLF from another user and edit it to your preferences.

==Switchboard App - User interface==
[[File:Switchboard app user interface.png|thumb|switchboard_app_user_interface.png/|switchboard_app_user_interface.png/]]
The user interface is divided in 3 panels:
* Left panel : Busy Lamp Field and users search
* Central panel: Calls
* Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

=== Left panel ===
==== Busy Lamp Field ====
[[File:Switchboard app BLF contact.png|thumb|switchboard_app_blf_contact.png/|switchboard_app_blf_contact.png/]]
The '''BLF''' is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window.
Information displayed by user:
* Profile picture
* Presence
* Common name
* Phone number
* CFx label if a CFx is configured (destination of the CFx is visible with a click on the label)

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a call by using the phone button
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display users detailed contact information
* Create BLF groups
* Re-arrange BLF groups by moving one entry '''on top of''' another entry in order to place it '''before it'''.
* Add a user to a BLF group
* Delete a user from a BLF group by long press left mouse
* Call Breaktrough on configured CFB or CFU

The BLF contacts is limited to PBX users and Contacts from the Contacts App with the proper detailed information. A Name, sip-name and number must be available as minimum information

==== Users search ====
[[File:Switchboard app contact information search result.png|thumb|switchboard_app_contact_information_search_result.png/|switchboard_app_contact_information_search_result.png/]]
The '''users search''' (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button.
Information displayed by user:
* Profile picture
* Presence
* Common name
* CFx if configured

Actions allowed:
* Select a user to Transfer a call by clicking on it
* Start a chat
* Start a call
* Start a Breakthrough call on CFB or CFU
* Send an email
[[File:Switchboard app BLF contact information detailed.png|thumb|switchboard_app_blf_contact_information_detailed.png/|switchboard_app_blf_contact_information_detailed.png/]]
The user '''details''' can also be expanded by clicking on the arrow icon.
Data displayed (read only) for the user:
* Profile picture
* Common name
* SIP
* Phone number
* Email
* PBX
* Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):
* Presence note
* Presence
* Call diversions
* Mobility

Actions allowed:
* Start a chat
* Start a call (by SIP and phone number)
* Send an email
* Send a "Call me back" notification by email
* Add the user to a BLF group

=== Center panel ===
On the center panel the calls are displayed.

==== Calls ====
The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different '''actions''' are allowed to manage the calls:
* Connect/Disconnect a call
* Mute/Unmute a call
* Hold/Release a call
* Park/Unpark a call
* Transfer a call to a user or connect 2 calls
* Pick up a transferred call or a call from the waiting queue

=== Right panel ===
On the right panel the waiting queues and the calls history are displayed.

==== Waiting Queues ====
On the right panel the '''waiting queues''' are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

==== Calls history ====
On this panel also the '''calls history''' is displayed, which is received from the Call List-API.

Information displayed on entry:
* Call flow
* Call information (source/destination, date and duration)

Actions allowed:
* Start a call
* Start a chat
* Send an email
* Send a "Call me back" notification by email
* Display contact information
* Add the user to a BLF group

=== Hamburger menu ===
On the hamburger menu the '''shortcuts''' can be edited and the size of the users items from the BLF can be customized.
==== Edit shortcuts ====
To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

==== Size of the user items (BLF) ====
There are 2 different size:
* Icons only: only the profile picture, presence and common name will be displayed.
* Detailed large: the phone number and the call button are displayed too.

==== Limit displayed calls in waiting queues section ====
Different view of incoming calls in the waiting queues section
* If enabled: a short list of incoming calls will be shown and a scrollbar will appear in this section
* If disabled: a long list of incoming calls will be shown.
The amount of showed calls in both scenarios depends on the used display size and resolution configuration (adaptive design)

==== Select monitored device ====
If a device is selected, all the calls from/to that device will be monitored by the app.

==Additional information==
===Licensing===
* When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
* Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

===Reverse Lookup from Contacts===
For Reverse Lookup to work both for Queue-calls as Operator-calls, the Directory must have the correct Access Rules:
* if the directory has no ACL-rules => will work for Queue- and Operator Calls
* if the directory has ACL-rules => a rule for each object (WQ and Operator) must apply:
** the name of the WQ/Operator-object
** an active group of the WQ/Operator

===Info field for BLF contact details, Operator Note===
The Switchboard Operator can use the Contacts App to add or edit the contact details with the Info field, to show additional information like an "Operator Note".

The information added to the Info field, will be shown in the detailed view of a BLF Contact or in the detailed view of a searched contact at the bottom as additional information aka "Operator Note"

==Known issues==
* When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is by design)
* Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
* If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
* If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
* When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
* As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
* When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
* If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
* It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
* Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

==Trouble shooting==
* If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

==Related Articles==
* SDK Integration (if the content is available)

Reference14r1:Apps/PbxManager/App Contact Widgets

2025-10-02T19:13:35Z

Kpe: /* Related Articles */

[[File:Contact-Widgets.png|150px|frame|alt=Contact Widgets App|Contact Widgets App]]

This PBX Manager Plugin contains 1 section:
* Add, edit or delete Contact Widgets App Objects on the PBX.

== Add an App ==
; Name
: The name displayed for the App Object.

; SIP
: The sip-id for the App Object, which must be unique.

; PBX
: Name of the PBX (required in multi-PBX environments only).

; Licenses
: If you want the Contact Widgets App to consume licenses.
: Video License is required to make video calls.
: Widget Licenses are required to remove innovaphone-branding from Widget UI.

; Config Templates
: Assign the app to any config template.

==Related Articles==

* [https://wiki.innovaphone.com/index.php?title=Reference14r1:Concept_Contact_Widgets Concept_Contact_Widgets]
* [https://wiki.innovaphone.com/index.php?title=Howto14r1:Install_Contact_Widget_App Howto14r1:Install_Contact_Widget_App]

Howto14r1:Install Contact Widget App

2025-10-02T19:07:11Z

Kpe: /* Related Articles */

This article explains all the necessary steps to install the Contact Widget App and to configure a sidebar widget.

== General Consideration ==
The Contact Widgets App is new in firmware V14r1.
Also new in V14r1 is the “AP app installer” plugin in the PBX manager.
This guide is written for a 14r1 PBX and a 14r1 AP(App Platform) and the use of the app installer plugin. Installation is also possible from the AP itself, but is not covered in this wiki.
For all older versions, please upgrade first to V14r1 latest firmware.

== Installation ==
Go to the PBX manager and open the AP app installer plugin. In the right pane, the App Store will be shown.
* Choose All Apps
* Click in innovaphone AG
* Scroll down to the Contact Widgets App and click on it
* Select the proper firmware version
* Click on Install and accept the terms of use and continue with a click op install
* Wait until the install has been finished
* Refresh the view of the PBX manager to show the new installed AP widgets ''(Hint: close and open the PBX manager)''
* Click on the AP widget and click Add an App
* Enter the name of the Widget Object e.g. Widget and the SIP widget and enter the PBX name
* Tick in Licenses Video if you want to enable Video calls in the Widgets ''(Hint: A port license will also be consumed by the PBX app object used by the Contact Widget App)''
* You can enter the maximum amount of acquired Widget Licenses that this Object is allowed to consume. This License enables and advertisement free version of the widgets
* Tick the appropriate template for the User(s) that will use the Contact Widget App
[[image:WidgetObjectAdd.PNG]]

* Click OK to save the settings and a green checkmark will be shown
[[image:WidgetObjectAddOK.PNG]]

==Add the Contact Widget App to your myApps homescreen ==

* Add the Contact Widget App to your myApps homescreen, by clicking on the All Apps icon at the right bottom, search for the Contact Widget App and click on the home symbol of the Contact Widget App.
[[image:ContactWidgetAppHome.PNG]]

* On your myApps homescreen open the Contact Widget App.
[[image:WidgetApp.PNG]]

==Configure a sidebar widget ==
In the Contact Widget App you have the option to add a widget from the type Sidebar and/or Cardset. In this wiki section, we will only show how to add the widget of type sidebar.

[[image:CWopenNEW.PNG]]

* Choose your preferred Website widget and add by clicking on the button “create new sidebar”

A new Sidebar widget has been created with the default name “New Sidebar Widget”
[[image:NewSideBarWidget.PNG]]

* Click on the pencil icon next to the name to change the name to an appropriate name.
* In the notes field, you can add some additional notes. It might make sense to add the URL of the website where this widget will be used.
[[image:SalesSideBarNotes.PNG]]

==Configure the general widget settings ==
* Configure the other settings in the section, Appearance (Position, Color, etc.)
* Configure a standard location address
* Click on the ? symbol for tooltips and consult the [https://wiki.innovaphone.com/index.php?title=Reference14r1:Concept_Contact_Widgets Concept_Contact_Widgets] for further details and options.

Once all desired fields are filled out, don’t forget to click on the SAVE button in the top right.

Every change/edit will show an orange rectangle around the save button.
The change(s) needs to be saved and will be immediately visible once the widget code is implemented on your website
[[image:SidebarSettingOK.PNG]]

==Add agents to the widget ==
Next step is to add one or more agents to the widget to handle the incoming calls and to be shown in the widget on your website.
* Click on the “Agents” button to the right from settings.
[[image:SidebarAgents.PNG]]

* Click on the “+ Add Agent” button
* Add the Agent's SIP-ID or click on the search icon to find and add an agent. Enter additional address and information if this differs from the settings field.
* Select how the agent can be contacted, Voice, Video, Chat and optional a link to a website with opening hours or calendar website etc.
* Select the type of status how the agents' availability should be shown.
[[image:SidebarAgentsNEW.PNG]]

Once all the details are filled out,
* click save again
[[image:SidebarAgentsOK.PNG]]

You can add multiple Agents to the Widget as you like.

==Copy source code to website ==
Next step, you can copy the website widget code from this widget and implement it on your website.
* Click on the “Code” button.
[[image:CodeButton.PNG]]

* Download or copy the code from the pop-up window.
[[image:CodeFile.PNG]]

For test purpose, you can save the code as HTML file on your local PC and open it.

A blank website including the widget will be shown and can be tested.

[[image:SidebarWidget.PNG]] [https://00094-apps.innovaphone.com/benelux.innovaphone.com/files/UI/Web/Sales_Sidebar_Widget.html&fileskey=T7N!7kRnXgirz_!t Widget-example]

Integrate this code on your website, and you are ready to go and use the widget on your website.

==Known Issues ==

==Related Articles==
[https://wiki.innovaphone.com/index.php?title=Reference14r1:Concept_Contact_Widgets Concept_Contact_Widgets]

[https://wiki.innovaphone.com/index.php?title=Howto:Install_the_innovaphone_Call-Me-Button_Widgets_(en)&mobileaction=toggle_view_mobile Howto:Install_the_innovaphone_Call-Me-Button_Widgets_(en)]

Howto14r1:Install Contact Widget App

2025-10-02T19:04:30Z

Kpe: /* Related Articles */

This article explains all the necessary steps to install the Contact Widget App and to configure a sidebar widget.

== General Consideration ==
The Contact Widgets App is new in firmware V14r1.
Also new in V14r1 is the “AP app installer” plugin in the PBX manager.
This guide is written for a 14r1 PBX and a 14r1 AP(App Platform) and the use of the app installer plugin. Installation is also possible from the AP itself, but is not covered in this wiki.
For all older versions, please upgrade first to V14r1 latest firmware.

== Installation ==
Go to the PBX manager and open the AP app installer plugin. In the right pane, the App Store will be shown.
* Choose All Apps
* Click in innovaphone AG
* Scroll down to the Contact Widgets App and click on it
* Select the proper firmware version
* Click on Install and accept the terms of use and continue with a click op install
* Wait until the install has been finished
* Refresh the view of the PBX manager to show the new installed AP widgets ''(Hint: close and open the PBX manager)''
* Click on the AP widget and click Add an App
* Enter the name of the Widget Object e.g. Widget and the SIP widget and enter the PBX name
* Tick in Licenses Video if you want to enable Video calls in the Widgets ''(Hint: A port license will also be consumed by the PBX app object used by the Contact Widget App)''
* You can enter the maximum amount of acquired Widget Licenses that this Object is allowed to consume. This License enables and advertisement free version of the widgets
* Tick the appropriate template for the User(s) that will use the Contact Widget App
[[image:WidgetObjectAdd.PNG]]

* Click OK to save the settings and a green checkmark will be shown
[[image:WidgetObjectAddOK.PNG]]

==Add the Contact Widget App to your myApps homescreen ==

* Add the Contact Widget App to your myApps homescreen, by clicking on the All Apps icon at the right bottom, search for the Contact Widget App and click on the home symbol of the Contact Widget App.
[[image:ContactWidgetAppHome.PNG]]

* On your myApps homescreen open the Contact Widget App.
[[image:WidgetApp.PNG]]

==Configure a sidebar widget ==
In the Contact Widget App you have the option to add a widget from the type Sidebar and/or Cardset. In this wiki section, we will only show how to add the widget of type sidebar.

[[image:CWopenNEW.PNG]]

* Choose your preferred Website widget and add by clicking on the button “create new sidebar”

A new Sidebar widget has been created with the default name “New Sidebar Widget”
[[image:NewSideBarWidget.PNG]]

* Click on the pencil icon next to the name to change the name to an appropriate name.
* In the notes field, you can add some additional notes. It might make sense to add the URL of the website where this widget will be used.
[[image:SalesSideBarNotes.PNG]]

==Configure the general widget settings ==
* Configure the other settings in the section, Appearance (Position, Color, etc.)
* Configure a standard location address
* Click on the ? symbol for tooltips and consult the [https://wiki.innovaphone.com/index.php?title=Reference14r1:Concept_Contact_Widgets Concept_Contact_Widgets] for further details and options.

Once all desired fields are filled out, don’t forget to click on the SAVE button in the top right.

Every change/edit will show an orange rectangle around the save button.
The change(s) needs to be saved and will be immediately visible once the widget code is implemented on your website
[[image:SidebarSettingOK.PNG]]

==Add agents to the widget ==
Next step is to add one or more agents to the widget to handle the incoming calls and to be shown in the widget on your website.
* Click on the “Agents” button to the right from settings.
[[image:SidebarAgents.PNG]]

* Click on the “+ Add Agent” button
* Add the Agent's SIP-ID or click on the search icon to find and add an agent. Enter additional address and information if this differs from the settings field.
* Select how the agent can be contacted, Voice, Video, Chat and optional a link to a website with opening hours or calendar website etc.
* Select the type of status how the agents' availability should be shown.
[[image:SidebarAgentsNEW.PNG]]

Once all the details are filled out,
* click save again
[[image:SidebarAgentsOK.PNG]]

You can add multiple Agents to the Widget as you like.

==Copy source code to website ==
Next step, you can copy the website widget code from this widget and implement it on your website.
* Click on the “Code” button.
[[image:CodeButton.PNG]]

* Download or copy the code from the pop-up window.
[[image:CodeFile.PNG]]

For test purpose, you can save the code as HTML file on your local PC and open it.

A blank website including the widget will be shown and can be tested.

[[image:SidebarWidget.PNG]] [https://00094-apps.innovaphone.com/benelux.innovaphone.com/files/UI/Web/Sales_Sidebar_Widget.html&fileskey=T7N!7kRnXgirz_!t Widget-example]

Integrate this code on your website, and you are ready to go and use the widget on your website.

==Known Issues ==

==Related Articles==
[https://wiki.innovaphone.com/index.php?title=Reference14r1:Concept_Contact_Widgets Concept_Contact_Widgets]
[https://wiki.innovaphone.com/index.php?title=Howto:Install_the_innovaphone_Call-Me-Button_Widgets_(en)&mobileaction=toggle_view_mobile]

Howto15r1:RecordingsApp

2025-09-18T15:43:26Z

Kpe: /* Configuring the Phones through the DevicesApp */

= Applies To =
This information applies to
* RecordingsApp V15r1

= More information =
This article describes how to set up the RecordingsApp.

= System Requirements =
* innovaphone PBX
* innovaphone AppPlatform
* RecordingsApp
* ReportingsApp
* App(innovaphone-recorder) licenses per User

= Configuration =
== Setting up the Instance in the AP Manager ==

Note: As in V15 the ''PBX Manager'' was renamed to ''Settings'', this term is used in the following.

Use the ''Settings'' Plugin called "AP app installer" to download the ''Recordings'' App. It will automatically create an instance of the app on your AP.
You can configure the new ''Recordings'' App instance using the ''AP Recordings'' plugin in ''Settings''.

== Configuration in the Settings Plugin ==
In this step, it is mandatory to add two new objects to the PBX and grant the necessary licenses and permission to the templates to use the application.
In the ''Settings'' navigate to AP Recordings, create two new objects and configure the templates.

===Adding objects using the Recordings Plugin===
[[Image:14r2_AP_Recordings-User.png|thumb|upright=1.0|right|Settings - RecordingsUser]]
[[Image:14r2_AP_Recordings-Admin.png|thumb|upright=1.0|right|Settings - RecordingsAdmin]]
*First, you'll need to add 2 new objects for the RecordingsApp to work.
**You need to add an object for '''"User"''' and one for '''"Admin"'''.
**You have five fields to fill in.
***''Name'': This is the name of the application.
***''SIP'': This is the SIP entry for the object.
***''TYPE'': Here you can choose what type this object will be. (User, or admin)
***''Delete mode'': Here you can choose if you want to have a recycle bin or not, or if you want to deny users from being able to delete recordings.
***''Reporting'': Here you have to select the reporting instance that provides the call information.
***''Monitored Access'': Select a user (e.g. a supervisor). If a user is selected, this user needs to grant permission to any user who wants to access a recording in his RecordingsUser App.
***''WaterMark'': Select if Watermarking is done or not. If "YES" is selected, watermarking will be done for ALL recordings in the database, not only new recordings.
 
 
 
 
 

===Access list configuration through the Recordings Plugin===
*Access list is a User type of app that allows the access to other user's records. Access list is useful to scale the access rights of the system records.
**Here you need to add another object for the Access List.
**You have five fields to fill in.
***''Name'': This is the name of the application.
***''SIP'': This is the SIP entry for the object.
***''TYPE'': Here you can choose what type this object will be. (User or admin)
***''Delete mode'': Here you can choose if you want to have a recycle bin or not, or if you want to deny users from being able to delete recordings.
***''Reporting'': Here you have to select the reporting instance that provides the call information.
**''Access list'': Enter a number in each field. The number (e164) of the user who will use the application and the number (e164) for the user whose recordings will be accessed.
***''Wildcard for Access list'': An * can be entered instead of the number (e164). This gives you a user app with access to all recordings but not to the admin settings
'''<pre>Hint: Do not forget to give the access rights of the app to the users via the template configuration</pre>'''

== Configuring Templates ==
*You need to grant permissions and licenses for the app to work. You can use templates for this.
**Select the user template and grant the app permission and license.
**Select the admin template and grant the admin-app permission and also the license.
**Now users with either template can use the appropriate apps.

== Configuring the Recordings-App ==
[[Image:RecordingsAdmin-Config.png|thumb|upright=5.0|right|App Configuration]]
The only change that needs to be done here is configuring the PBX name inside the Admin-App, otherwise it won't correctly record the calls.
*Follow the steps inside the '''RecordingsAdmin''' - app
**After opening the app, you can open a sidebar-menu with the upper right menu button.
**Below you see the needed setting called '''"PBX name"'''. Here, you enter the name of the PBX.
 

== Configuring WebDav credentials in RecordingsAdmin ==
Starting from 14r1, WebDav credentials can be configured in RecordingsAdmin. With this credentials it is possible to get Access to the original .pcap Files.
In RecordingsAdmin, user and password can be configured.
'''Please note that all Devices which should be recorded, will need to authenticate if this is configured.'''

For Softphones, fill out the appropriate fields at ''Advanced-UI --> PBX --> Config --> myApps --> Recording Username / Recording Password''.

In order to not display the user and password to the end-user, you can hide the Record-to-URL by activating the hide setting at:
''Advanced-UI --> PBX --> Config --> myApps --> Recording URL in softphone app hidden''

For Hardphones and Gateways, you can also add the user and password to the URL or go to ''Advanced-UI --> Services --> HTTP --> Client'' and configure the Record-to-URL as Authenticated URL by using the previously configured user and password.
 
 
 
 
 
 
 
 
 
 
 

== Configuring CDR ==
[[Image:Recordings13r3_Object-Apps.png|thumb|upright=1.0|right|Checkboxes Apps]]
*The CDRs are fetched from the ReportsApp.
**Make sure that there is a correctly configured Reporting-Instance and that the pbx sends the CDRs into this instance.
**For the Recordings-Users, no Reporting-License is necessary.
**The correct Reporting-Instance should be selected in the '''apps''' tab in the Recordings-Object.
 

== Checking the Recordings-User-App object ==
[[Image:Recordings13r3_Object-App.png|thumb|upright=1.0|right|Checkboxes App]]
It could happen that '''Websocket''', '''Admin''' and '''Services''' aren't ticked in '''"Objects"''' , but this is necessary.
*To check this, you need to navigate to '''PBX - Objects'''
**Select the '''Recordings''' object and navigate to the '''App''' tab.
**All three above mentioned checkboxes should be ticked.
 
 
 
 
 
 

== Checking the Reporting-App object ==
You need to make sure, that '''Websocket''' is ticked in the '''App''' tab and that the object is '''connected''', otherwise, Recordings is not able to fetch any data from the App Service "Reports".
 
 
 

== Record-to-URL ==
The Record-to-URL is composed by the following information:
<nowiki>https://<App platform DNS>/<domain>/<instance name>/Files</nowiki>
'''Be aware: The Record-to-URL always has to be used case sensitive!'''

== VoIP-Interface / Softphone / Phone configuration ==
=== Configuring the VoIP-Interface through the Devices-Interface ===
[[Image:Recordings13r3_SIP-Interface.png|thumb|upright=5.0|right|SIP-Trunk]]
If you want all external calls to be recorded, then the SIP-Trunk needs to know the Record-to-URL, you inserted earlier too.
Also, the Media-Relay checkbox needs to be checked.
*Since you also want to record any call that goes through your SIP-trunk, you need to insert the Record-to-URL into the SIP.
**For this, you select the '''Gateway --> SIP''' tab.
***Make sure that the URL is configured correctly and also the Media-Relay is activated.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
=== Configuring the Softphones ===

'''Please note that the recordings-config for softphones is only available, if the softphone user has the correct licence App(innovaphone-recorder) assigned.'''
'''Also, the recordings-config distributed by the PBX will not take effect if the user has no license.'''

For the softphones, the Record-to-URL must be inserted via the SoftphoneApp - Burger Menu. In addition, you can configure whether to record automatically every call or whether to record only external calls.

==== Config distribution via PBX ====
The Record-to-URL can also be configured via the ''Advanced-UI --> PBX --> Config --> myApps''.

=== Configuring the Phones through the DevicesApp ===
[[Image:Recordings14r1_Expert-Config.png|thumb|upright=5.0|right|URL]]
* Go to Devices and select the proper Domain.
* Create within this Domain an additional Provisioning Category with a meaningful name like "Phones with Recording"
* Create within this Domain an additional Device Configuration from type [Phone] with a meaningful name like "Phone configuration for recording" and assign it to the Category "Phones with Recording".
* Add the Recording URL
* Create within this Domain an additional Device Configuration from the type [Expert configuration] with a meaningful name like "Record Transparent" and assign it to the Category "Phones with Recording"
* Add the following Expert Mode commands with or without the explanation:

"# Check for Updateserial, to cause no bootloop"
mod cmd UP1 check ser RecCred.v1-2025
"# Providing HTTPClient and credentials for Recording"
vars create HTTPCLIENT0/URL/00000 p https://systemDNSorIPaddress/systemname/recording-2025/Files [^]
vars create HTTPCLIENT0/USER/00000 p recording_username
vars create HTTPCLIENT0/PASS/00000 px yourcrypticsecretpasswordincleartext
"# Configure the Record Mode"
mod cmd PHONE/CONF-UI reg-edit-rec /cmd reg-edit-rec /id 0 /rec.mode transparent /rec.to p /rec.e164 /rec.h323 /op OK
"# Write and activate the config"
config write
config activate
"# idle reset the phone"
iresetn

* In the Devices Tab, select the desired IP Phone(s) and add these to the Category "Phones with Recording". Be aware, you can have only one Provisioning Category assigned, so de-assign the excisting one.
* Run the Expert Configuration.
The IP Phone will show shortly the message Software Update 1%.
After the change, check the changed configuration.
 
 
 
 
 
 

=== Configuring the Phones through the Advanced-UI ===
For the phones to actually start recording as soon as they make a call, you need to set up a few things. This is done in the phones Advanced-UI settings, for example by using Devices-App.

==== Setting up the Record-to-URL ====
[[Image:Recordings13r3_Phone-User.png|thumb|upright=5.0|right|URL]]
*To enable call recording, you need to set up the following values:
**At the Advanced-UI, select the '''"Phone"''' tab.
**Down below, you again need to insert a case-sensitive Record-to-URL into the field, which follows the following rule:
***'''https://app-platform/domain/recordings/Files'''
 
 
 
 
 
 
 
 
 
 
 

==== Setting up the Recording-Tab ====
[[Image:Recordings13r3_Phone-Recordings.png|thumb|upright=5.0|right|Recording-Tab]]
*To fully function, the following changes need to be made in the '''Recording-Tab'''
**''Mode:'' Transparent: This means that the call will be recorded instantly.
**''Recorder:'' HTTP Server
 
 
 
 
 
 
 
 

== Related Articles ==
[[Reference15r1:Concept_App_Service_Recordings | Reference15r1:Concept_App_Service_Recordings]]

[[Category:Howto|{{PAGENAME}}]]

Reference13r3:IP4/General/STUN

2025-09-18T11:03:19Z

Kpe: /* TURN Servers */

==STUN Servers==

The default STUN servers that should be used on a box by ICE and SIP, if no configuration is given at the individual registrations. The field must contain a string in the following format:
* up to two STUN servers which shall be queried in parallel, separated by semi-colon (<code>;</code>)
Each STUN server is denoted as
* either a '''single''' DNS name and an optional port (e.g. <code>stun.example.com:1234</code>)
* or a comma separated list of one or two IP addresses and optional ports (e.g. <code>172.16.13.1:1234,172.16.13.2</code>)
 
This format is also used for the STUN server configuration in the DHCP innovaphone [[{{NAMESPACE}}:DHCP_client#Supported_Options | Vendor Option 219 ]].

==TURN Servers==

You can configure up to two TURN server in one of the following formats.
* either a '''single''' DNS name and an optional port (e.g. <code>turn.example.com:1234</code>)
* or a comma separated list of one or two IP addresses and optional ports (e.g. <code>172.16.13.1:1234,172.16.13.2</code>)
* Client Turn failover: If the Turn allocation fails on the first entry the next entry will be used in the next calls and all following calls until this entry fails, then it will switch again to the other entry.

A TURN server configuration can optionally be followed by a protocol specification such as e.g. <code>turn.company.tld?transport=</code>''prot'' where ''prot'' can be either <code>tcp</code> or <code>udp</code>.

===TURN Username===

The user name for communication with the TURN server.

===TURN Password===

The password for communication with the TURN server.

== TURN Extern ==

This is an additional TURN Server configuration, which is used for external/public users as a fallback if the normal configuration does not work. For external users it usually cannot be controlled that the appropriate ports are opened in the firewall, so this can be used define a port which is most likely open. The TCP port 443 (HTTPS) is a good choice here (e.g. <code>turn.company.tld:443?transport=tcp</code>).

===TURN Extern Username===

The user name for communication with the TURN server.

===TURN Extern Password===

The password for communication with the TURN server.

== Slow STUN/TURN Server ==

Increase the default timeout for a established TURN session from 300ms to 1,5 seconds.

==NAT Detection==

The box can do a NAT detection as described in RFC 3489 and display the determined NAT type. This is done by sending different requests to the configured STUN server.

;NAT Detection Interval(mins): If configured the box will a do a NAT detection every x minutes. Leave empty to turn it off.

'''Note:''' This is an administrational debugging tool only. It has no effect on actual phone calls on the device. Keep in mind that the NAT detection creates significant load on the configured STUN server, if it is used on many devices and with short intervals. So the best practice is to configure it only when needed and then turn it off again.

Reference13r3:IP4/General/STUN

2025-09-18T11:02:17Z

Kpe: /* STUN Servers */

==STUN Servers==

The default STUN servers that should be used on a box by ICE and SIP, if no configuration is given at the individual registrations. The field must contain a string in the following format:
* up to two STUN servers which shall be queried in parallel, separated by semi-colon (<code>;</code>)
Each STUN server is denoted as
* either a '''single''' DNS name and an optional port (e.g. <code>stun.example.com:1234</code>)
* or a comma separated list of one or two IP addresses and optional ports (e.g. <code>172.16.13.1:1234,172.16.13.2</code>)
 
This format is also used for the STUN server configuration in the DHCP innovaphone [[{{NAMESPACE}}:DHCP_client#Supported_Options | Vendor Option 219 ]].

==TURN Servers==

You can configure up to two TURN server in one of the following formats.
* either a single DNS name and an optional port (e.g. <code>turn.example.com:1234</code>)
* or a comma separated list of one or two IP addresses and optional ports (e.g. <code>172.16.13.1:1234,172.16.13.2</code>)
* Client Turn failover: If the Turn allocation fails on the first entry the next entry will be used in the next calls and all following calls until this entry fails, then it will switch again to the other entry.

A TURN server configuration can optionally be followed by a protocol specification such as e.g. <code>turn.company.tld?transport=</code>''prot'' where ''prot'' can be either <code>tcp</code> or <code>udp</code>.

===TURN Username===

The user name for communication with the TURN server.

===TURN Password===

The password for communication with the TURN server.

== TURN Extern ==

This is an additional TURN Server configuration, which is used for external/public users as a fallback if the normal configuration does not work. For external users it usually cannot be controlled that the appropriate ports are opened in the firewall, so this can be used define a port which is most likely open. The TCP port 443 (HTTPS) is a good choice here (e.g. <code>turn.company.tld:443?transport=tcp</code>).

===TURN Extern Username===

The user name for communication with the TURN server.

===TURN Extern Password===

The password for communication with the TURN server.

== Slow STUN/TURN Server ==

Increase the default timeout for a established TURN session from 300ms to 1,5 seconds.

==NAT Detection==

The box can do a NAT detection as described in RFC 3489 and display the determined NAT type. This is done by sending different requests to the configured STUN server.

;NAT Detection Interval(mins): If configured the box will a do a NAT detection every x minutes. Leave empty to turn it off.

'''Note:''' This is an administrational debugging tool only. It has no effect on actual phone calls on the device. Keep in mind that the NAT detection creates significant load on the configured STUN server, if it is used on many devices and with short intervals. So the best practice is to configure it only when needed and then turn it off again.

Reference9:Concept Operator

2025-09-11T15:36:06Z

Kpe: /* Known Issues */

[[Category:Concept9|{{PAGENAME}}]]
[[Category:Concept|{{PAGENAME}}]]
=Applies To=
This information applies to
* innovaphone Operator V9

The article's intent is to serve as the Operator 9 information center. The addressed audience is administrators, partners, resellers.

=Requirements=
*at least Windows 7 (and higher) - Windows Vista & Windows XP '''may''' work
*Windows Terminal Server
*1.5 GHz CPU (32-bit, or 64-bit), Dual-Core is recommended
*2 GB of RAM
*DirectX 9 capable graphics adapter
*.NET Framework 3.5

=More Information=
The innovaphone Operator 9 succeeds the innovaphone Operator 8.
*A busy lamp field(busy field, BLF) is the main addendum to the application.
**Condensed user information: Display Name, Number, PBX
**An entry's context menu allows to reveal detailed user informations for an entry
**Colored User status: available(registered & not engaged in a call), engaged in a call, not registered
**Symbolized presence status: presence activity, presence note(as tooltip)
**Display options for the BLF window
***within the main window
***within a separate window
***within a separate window on a 2nd monitor
**Two different entry layouts can be selected in three different sizes(small, medium, large)
**Freely placeable labels
<hr>
*Simplified usage
**Drag&Drop or keyboard-only usage possible
**main functionalities (accept call, initiate call) just with ENTER
**direct dialing without search / just use number
**Blind transfer eased - just use '+'
<hr>
*Search
**Full text search
***Fast, now the application default
***Targets large-scale installations
***Indexing: Long Name, Name, Number, Groups, PBX/Location
**Ldap search
***Support for Active Directory's attributes "department", "description"
***"department" offers button to search for alternative destinations within a department
**Pbx search
***"group" offers button to search for alternative destinations within a group
***Email integration, send notification on missed calls
**Individual PBX can be excluded/barred from the operator's search view
<hr>
*Call Switching
**Symbol indicating external calls
**Park+Wait functionality for blind-transferred calls towards busy internal destinations.
**Allows for operator procedure: ''The extension is busy. Do you want to wait?..''
**Blinking indicator for parked and muted calls
**Outgoing calls can be placed without paying attention to call diversions
**Call diversions can be manipulated from operator (if access right is granted)
**Call journal with simplified and detailed representation (successful, missed, transferred, etc.). Cyclic storage of max. 300 calls.
<hr>
*Miscellaneous
**Alternative layout
**Nightswitch supported in GUI
**Secured access (HTTPS/TLS)
**Call context for currently active incoming call.

=Download=
* The software can be downloaded from the ''apps'' section: http://download.innovaphone.com/ice/9.00/#apps

=Application History=
The hotfix history can be found [[Reference9:Release_Notes_Operator_V9|in the operator 9 release notes]]

=Full Text Index=
One shortcoming of the predecessor application was the confinement to search for PBX users either ''by name'' or ''by long name'' only. The Operator 9 therefore offers the new search capability ''by full text index''.

The full text index was implemented application-local. That is, that index is not going to be maintained by the PBX, but by the Operator application itself in-RAM. Thus, making full text queries lightning fast.

The full text indexed is supposed to scale well within large installations. In contrast the busy lamp field is expected to be operable with up to ~300 pbx users.

Administrators must keep control of what is going to be fed into the index. This task must be accomplished by configuration of regular group memberships within a PBX. As a quick exemplary rule of thumb:
*Make the operator's PBX object an active member of a group e.g. "soap". Make all other user objects that shall be indexed (non-active) members of the same group "soap".

'''What is indexed?''' 
*Name
*Long Name
*Display Name
*Number
*Node number + number
*Groups
*PBX

=Busy-Field=

==Layout==
A screenshot featuring some numbered screen elements, explains the BLF's makeup.
[[Image:op9-bf-overview.jpg|center|thumb|200px|Overview, Operator 9]]
*1)BLF entry
*2)BLF label
*3)Thumb for menu panel
*4)Menu panel(slid out)
*5)Selector for BLF display as separate window or within main window
*6)Selector for the layout of BLF entries
*7)Erase button for selected BLF entries/labels
*8)Button to initially show the BLF
*9)Example of a BLF entry with a presence symbol

==Arranging Entries==

*Create a free line
**Select 2x entries
**Drag the selected entries onto some other entries
**All entries within the target line and all lines below are going to be moved downwards.
[[Image:op9-bf-edit-freeline.jpg|center|thumb|200px|Create a free line]]

*Adding a label
**Right-Click into a free location
**A context menu appears - select ''Add Label''
**A label is going to be placed.
**Left-Click into the label, in order to edit the label's text.
[[Image:Op9-bf-add-label.jpg|center|thumb|200px|Adding a label]]

*Changing the position of a single entry
**Left-Click the entry and keep the left mouse button pressed.
**Drag the entry into its new position.
**Drop the entry by releasing the mouse button.
In case of an entry already occupying the new position, the two entries are going to exchange their positions.
[[Image:op9-bf-xchng-entries.jpg|center|thumb|200px|Changing the position of a single entry]]

*Changing the position of multiple entries
**Left-Click into a free position and keep the left mouse button pressed.
**Open up a selection rectangle. Entries intersecting with the rectangle are going to be selected.
**Release the left mouse button.
**Left-Click onto one of the selected entries and keep the left mouse button pressed.
**Drag the entries into their new position.
**Drop the entries by releasing the mouse button.
In case of one or more entries already occupying the new position, the entire lines containing those entries and the lines below are going to be moved downwards.
[[Image:Op9-bf-xchng-bulk.jpg|center|thumb|200px|Changing the position of multiple entries]]

=Configuration=
This section hilights a few key concepts of the Operator configuration. A few prerequisites must be considered.
*The operator's phone must be configured, such that ''call waiting'' is enabled. This is important, because of situations whith more than one call being active at the phone. Some such scenarios may be obvious: operator user is engaged in a call while an internal caller is trying to directly call through to the operator's desk. Some such scenarios aren't obvious. For instance the operation to unpark a call may often coincide with a call just being signalled by a waiting queue towards the operator's phone.
*Within the PBX the value '''PBX/Configuration/General/Recall Timeout''' should be set to a value greater than 0 seconds. Otherwise the call list ''Transferred Calls'' will remain empty and unaccepted blind transferred calls will never fallback to the operator.
==General==
The application is going to establish at least two Soap sessions. One for the operator user's identity. And one for the query user's identity.

The first session is needed in order to receive call informations for the operator user's phone. This session will be established only at the PBX configured under '''IP Address'''.

The second session is needed to receive user informations for all PBX user objects that shall be full text indexed. It is also needed for all PBX user objects that shall appear within the busy field. The Operator is going to establish this session type at every known PBX.
*'''Query User''' As a rule of thumb
**Create a user object ''_TAPI_'' (or ''SOAP'') on all PBXs within the network of PBXs (if Slaves are replicated from a Master, just create this user at Master without assigning it to a PBX).
***The user ''_TAPI_'' must be an active member of a group ''tapi''(or ''soap'').
**All other users (also the ones at Slave PBXes) that shall be full text indexed must become a non-active member in the group ''tapi''.
**In case of slave scenarios, the slavePBX object at Master itself needs to be part of that group. '''Note''': This will not work when having "sub-slaves" being registered to slaves itself.
**A dedicated PBX as search base can be selected via the drop down menu in the search area. Typing "." in the search field opens a pop-up field containing all PBXes.

==WQ (Waiting Queue)==
A WQ teams-up with an operator's phone by a group membership.
*A waiting queue ''wq-reception'' may exist.
*The WQ is an active member of a group ''reception''.
*The operator user is a non-active member of the group ''reception''.

Calls for the WQ are from now on also signalled towards the operator.

<hr>
'''Nightswitch''' 
The nightswitch configuration is just a front-end for the PBX ''Boolean object''. Its actual purpose is to provide a means for a diversion. A diversion that leads callers into an out-of-business-hour announcement. Here is the idea behind:
*A waiting queue ''wq-reception'' may exist and is configured under '''WQ'''.
*Enter the number (55 in this example) towards the out-of-business-hour announcement under '''Diversion'''. It may be the number of a dedicated voicemail object.
*Configure the time definitions for the regular business hours.
**1st: Start 9:00, End 17:00, Mon-Fri
**2nd: Start 0:00, End 0:00, Sat-Sun
**As Mode select Automatic

'''Note''': The automatic mode may be overridden by selecting ''Manual On'' or ''Manual Off'' as mode. ''Manual On'' causes the CFU (see below) to become active immediately and permanently.

What happens behind the curtain is as follows:
*A new boolean object ''wq-reception-nightswitch'' will be created automatically by the Operator app'.
*The boolean object is configured with the time definitions from above.
*A CFU is configured at the WQ ''wq-reception''.
*The CFU will have the number 55 from above as destination.
*The CFU references the Boolean object ''wq-reception-nightswitch'' from above.

The mode selector for the boolean object will be available for the user. Watch out for the WQ calls list.

==Miscellaneous==
===Configuration of the Phone's Conference Facility (Recording-/Greeting Function)===
Every innovaphone telephone offers a tiny conference function. Besides its apparent use, the conference function may be utilized to realize audio recording.
The corresponding configuration page can be found within the phone's web UI under ''Configuration/RegistrationX/Recording''.

Within the context of the innovaphone Operator it may also be used to provide the means for a personal audio greeting. A greeting that is about to played right after an incoming call was connected. For each incoming call over the course of a working-day.

Both scenarios require a voicemail script.

'''Note:''' Only one of the two possibilities can be configured. Either the audio recording or the greeting function. The two cannot be used concurrently.

The following two sub-sections are going to explain the required configuration steps for both scenarios.

===Greeting Function===
A few assumptions are taken into consideration.
*The PBX box offers a CF-card that is up and running.
*A voicemail object is going to listen on number 77.

Deploy the following voicemail script (audio menu in english)
* download [[Media:Greeting.zip]]
* copy onto a CF-card underneath a directory ''greeting''

At the PBX create a new voicemail object
* Proceed to ''PBX/Objects/New Voicemail''
* Enter ''Long Name, Name, Number'' as eg.: ''vm-greet, vm-greet, 77''
* Enter the ''Script URL'' as http://127.0.0.1/drive/CF0/greeting/greet.xml

Configure the recording function at the operator user's telephone
* Proceed to ''Configuration/RegistrationX/Recording''
* Select ''manual'' as ''Mode''
* Enter ''77'' as ''Number''

Within the innovaphone Operator proceed to ''File/Configuration/Misc.''
*''Assignment of the Recording-function'': Choose ''Greeting''
*''Destination Number'': Enter the number (''77'' in this example) that was configured in the phone's web UI underneath ''Configuration/RegistrationX/Recording''.

The audio greeting will start automatically for incoming external calls. The decision which calls are treated as external calls is based on the configuration of ''File/Configuration/LDAP Location/External Line'' (Mostly ''0''). A button will be displayed on-top of the list of incoming calls, if an audio greeting is played. The button allows to stop the greeting.

The audio greeting won't be started for:
* a fallback call, i.e. a call that was blind-transferred, but never connected.
* a call that was unparked
* a call that was refetched from the list of blind-transferred calls
* internal calls

In order to record a new audio greeting
*Just dial the number of the voicemail object (''77'' in this example).
*The script will prompt for a key press on the telephone
*Record the new greeting and stop the recording with another key press on the telephone
*You will be prompted with the new greeting
*End the call (on-hook) - the new greeting will be active from now on.

===Recording Function===
This functionality is actually a reuse of a solution being available since firmware version 6. Please read through the following article:
*[[Howto:A Simple Recording Solution On-Top of The innovaphone Voicemail|A Simple Recording Solution On-Top of The innovaphone Voicemail]]

All that's needed to be configured within the innovaphone Operator can be found underneath ''File/Configuration/Misc.''.
*''Assignment of the Recording-function'': Choose ''Recording''
*''Destination Number'': Enter the number that was configured in the phone's web UI underneath ''Configuration/RegistrationX/Recording''.

A recording button will then be offered on-top of the list of incoming calls. The button allows to start/stop recording and serves as an indicator lamp.

== External LDAP-database access ==

innovaphone Operator offers possibility to connect external databases for adress search via LDAP.

Setup is done at File/Configuration tab 'LDAP' by filling appropriate fields for connection data and ldap attributes.

The questionmark-icon opens a help page with some predefined LDAP-profiles for
* innovaphone Contacts (available from operator version 90236)
* Estos MetaDir

Use radio buttons to fill fields.
Connection specific data like server, user and password need to be filled manually.

[[image:operator_ldap_profile.png]]

=== Special settings for LDAP Profile: Estos MetaDirectory 3.5===

This article section will explain how to configure the MetaDirectory to enable full-text search by means of a single LDAP attribue.

In a standard configuration the search within the Operator application is performed according the edit field '''Configuration/LDAP/Name Attributes'''. The list of name attributes defaulted previously to '''company,sn,givenName''' and could be set by means of a profile button within the LDAP inline-help.

A second profile button '''Estos MetaDirectory 3.5''' was added into the inline-help. If that button was clicked, it sets the list of name attributes to a single attribute '''searchContact'''. The ''searchContact'' attribute is kind of a meta attribute, that doesn't physically exist within the LDAP database. It rather serves as a vehicle realizing a full-text query processing whereby multiple physical attributes will be considered by the MetaDirectory.

Which physical attributes are getting queried is subject of an administrative task. As the following screenshot illustrates, the MetaDirectoy's '''Search Assistant''' is the place where an administrator controls the behaviour of the full-text search triggered by the ''searchContact'' attribute. The search assistant allows to check multiple database fields within the column '''Contact search'''. All database fields enabled are going to be considered for the ''searchContact''-related full-text search.
[[Image:Howto fulltext search screen 01.png]]

As can be seen right next to the column ''Contact search'' resides the column '''Number search'''. The same principle applies. However, it is not targeting the attribute ''searchContact'', but the attribute '''searchNumber'''. This is why the edit field '''Configuration/LDAP/Number Attributes''' will be set to '''searchNumber''' when clicking the profile button mentioned above.

*Benefits
**Short and concise LDAP filters are sent towards the MetaDirectory
**Indexed search increases overall query performance

=Configuration, Specialties=
This section covers somewhat advanced configuration aspects.
==Suppress Call Display==
A privacy list may be administrated manually within the operator's configuration file. The purpose is to provide a means for privacy, such that call details won't be visible from within the application.
*Click on the button '''File/Configuration/Misc/AppData'''.
**A Windows Explorer is going to come up, showing the contents of ''C:\Users\<your user directory>\AppData\Roaming\innovaphone AG\innovaphone Operator\''.
*Terminate the operator.
*Open '''swconfig.xml''' witin a text editor
*Enter the list as in the following excerpt (''name=".."'' corresponds to the user's short name)
<syntaxhighlight lang="xml">
<?xml version="1.0" encoding="UTF-8"?>
<switchboard>
<config>
...
<privacy>
<hide name="mst"/>
</privacy>
...
</config>
</switchboard>
</syntaxhighlight>

* It's also possible to add all objects to a privacy list by adapting the config part as below:

<syntaxhighlight lang="xml">
<?xml version="1.0" encoding="UTF-8"?>
<switchboard>
<config>
...
<privacy>
<hide hide-all="true"/>
</privacy>
...
</config>
</switchboard>
</syntaxhighlight>

*Restart the app'.

==Suppress Presence Display==
(From on hotifx16)A privacy list may be administrated manually within the operator's configuration file. The purpose is to provide a means for privacy, such that presence details won't be visible from within the application.
*Click on the button '''File/Configuration/Misc/AppData'''.
**A Windows Explorer is going to come up, showing the contents of ''C:\Users\<your user directory>\AppData\Roaming\innovaphone AG\innovaphone Operator\''.
*Terminate the operator.
*Open '''swconfig.xml''' witin a text editor
*Enter the list as in the following excerpt (''name=".."'' corresponds to the user's short name)
<syntaxhighlight lang="xml">
<?xml version="1.0" encoding="UTF-8"?>
<switchboard>
<config>
...
<privacy>
<hide-presence name="mst"/>
</privacy>
...
</config>
</switchboard>
</syntaxhighlight>

* It's also possible to add all objects to a privacy list by adapting the config part as below:

<syntaxhighlight lang="xml">
<?xml version="1.0" encoding="UTF-8"?>
<switchboard>
<config>
...
<privacy>
<hide-presence hide-all="true"/>
</privacy>
...
</config>
</switchboard>
</syntaxhighlight>

*Restart the app'.

==Suppress PBX search==
A special configuration option within the configsw.xml file deactivates display of the PBX search. Valid for Operator version 9.0211 onwards.

*Terminate the operator.
*Open '''swconfig.xml''' witin a text editor
*Add the new command line as in the following excerpt
<syntaxhighlight lang="xml">
<?xml version="1.0" encoding="UTF-8"?>
<switchboard>
<config>
...
<hide-search>pbx</hide-search>
...
</config>
</switchboard>

</syntaxhighlight>

*store swconfig.xml
*Restart the application.

==Unattended Installation==
The following command line for the MS Installer program msiexec<ref>Windows Installer, Command Line Options: http://msdn.microsoft.com/en-us/library/aa367988%28v=vs.85%29.aspx</ref> has been reported to be working with the ''All Users'' installation setting.
msiexec /i innovaphone.operator.setup.msi /passive /l* "Logdatei.txt" INSTALLDIR="C:\Program Files\innovaphone AG\innovaphone® Operator\" ALLUSERS=1

==Start With A Disctinct UI Culture==
The system culture controls the UI culture. The Operator appears in english on an english OS.

To force a different culture
*'''Win Explorer''' Browse to ''C:\Program Files (x86)\innovaphone AG\innovaphone® Operator''
*Right-Click on innovaphone.operator
*A context menu opens. Select '''Send To Desktop As Shortcut'''.
*Locate the newly created shortcut/link on the desktop and click on '''Properties'''.
*Modify the target from
"C:\Program Files (x86)\innovaphone AG\innovaphone® Operator\innovaphone.operator.exe"
Into
"C:\Program Files (x86)\innovaphone AG\innovaphone® Operator\innovaphone.operator.exe" /culture de-DE

Possible cultures are
*'''english''' en-GB
*'''czech''' cs-CZ
*'''german''' de-DE
*'''italian''' it-IT
*'''dutch''' nl-NL
*'''french''' fr-FR
*'''norwegian''' nb-NO
*'''polish''' pl-PL
*'''swedish''' se-SE
*'''spanish''' es-ES
*'''russian''' ru-RU

An alternative to the shortcut object vehicle is configuration file ''swconfig.xml''. The format is as follows
<syntaxhighlight lang="xml">
<?xml version="1.0" encoding="UTF-8"?>
<switchboard>
<config>
...
<culture>de-DE</culture>
...
</config>
</switchboard>
</syntaxhighlight>

==swconfig.xml into /AppData/Local/==
The default directory for configuration data(swconfig.xml) is ''C:\Users\<user>\AppData\Roaming\innovaphone AG\innovaphone Operator''.

To keep the configuration not roaming, but PC-local, the operator application can be forced to look into ''Local'' instead:
*Click the button '''File/Configuration/Misc/AppData''' (Datei/Konfiguration/Diverses/AppData)
*WinExplore starts and displays ''C:\Users\<user>\AppData\Roaming\innovaphone AG\innovaphone Operator''.
*Terminate the operator application
*Within the WinExplorer move to ''C:\Users\<user>\AppData\Local\''
*Under 'Local' create the directory ''innovaphone AG''
*Under 'innovaphone AG' create the directory ''innovaphone Operator''
*Copy swconfig.xml from ''C:\Users\<user>\AppData\Roaming\innovaphone AG\innovaphone Operator'' into the new location ''C:\Users\<user>\AppData\Local\innovaphone AG\innovaphone Operator''

When starting the operator it is now referencing swconfig.xml from the newly created directory ''C:\Users\<user>\AppData\Local\innovaphone AG\innovaphone Operator''.

==Hosted PBX (Slave with license only)==
If you connect to a slave with ''license only'' activated you also have to activate the configuration ''Configuration :: Various :: Do not search at the master''.
Otherwise the Opeartor will search or try configuration on the license master which will not work.

=Addressing Large Scale Installations=
One of the lengthy discussions throughout the product design phase concerned large installations. Say, installations with more than 300 pbx users, up to a few thousand of them.

To make a long story short - eventually it turned out the main gimmick, the new busy lamp field, wasn't suitable. With a BLF the need for a search function would have emerged which was deemed contradictory to the intended purpose of a BLF.

Hence, the existing PBX search function received a major overhaul by adding the new [[#Full_Text_Index | Full Text Index]]. The goal of the full text index was to provide a search function being perceived as fast and superior to the one of the predecessor application. The BLF was left as-is without an extra search capability.

Finally, a checklist aiding planning of large scale installations
*Make the operator an active member of a group e.g. "soap".
*Make all other pbx users, that shall be searchable non-active members of the same group "soap".
**Per PBX not more than 2000<ref>The PBX has a hard-coded limit of 2000 group members</ref><ref>If more than 2000 users are required, those must be distributed on multiple PBXs with 2000 "soap" members each</ref>
*Ensure the Operator 9's PBX search is configured for '''Full Text/Volltext'''
*On the PC running the Operator 9 watch out for resource consumption.
**A countermeasure against too much of memory consumption is to completely disable the BLF<ref>Calculate with 80KB per BLF entry</ref>. See the checkmark '''Configuration/Misc/BLF Deactivate'''.

=Troubleshooting=
==How to obtain logs with Operator Application==

When an error occurs the Operator Application will give an alert on status bar.

Click "save trace" button to retrieve the log:

[[Image:Save_Trace.png]]

Permanent tracing can be enabled with the "trace" option at File/Configuration/Misc

[[Image:Concept_Operator_Version_9_trace.png]]

=Known Issues=
==Application Won't Start On Windows XP==

'''Symptom''' 
The application doesn't start properly on Windows XP. An error text file is going to be generated comprising the following content:
31.07.2009 16:40:46,innovaphone Operator,8.0.38.0

OS: Microsoft Windows NT 5.1.2600 Service Pack 2
CLR: 2.0.50727.1433

An internal error occurred

Alarms:
Exception, date=31.07.2009 16:40:45, info=unhandled exception
================================================================
'System.Windows.Controls.ToolTip' value cannot be assigned to property 'Value' of object 'System.Windows.Setter'.
'System.Windows.Controls.ToolTip' is not a valid value for 'Setter.Value';
values derived from Visual or ContentElement are not supported.
Error at object 'System.Windows.Controls.ToolTip' in markup file 'operator;component/activecallsincontrol.xaml'.
at System.Windows.Markup.XamlParseException.ThrowException(String message, Exception innerException, Int32 lineNumber, Int32 linePosition, Uri baseUri, XamlObjectIds currentXamlObjectIds, XamlObjectIds contextXamlObjectIds, Type objectType)
...

'''Solution''' 
Have a look into what Windows Update offers as optional components. If there's a cumulative update for .NET 2.0/3.0/3.5 you're asked to install said update (addendum: The update may also show up as ''.NET 3.5 SP1''<ref>.Net 3.5 SP1: http://www.microsoft.com/en-us/download/details.aspx?id=22</ref>). That update is going to upgrade the CLR onto the required version. Please note that Service Pack 3 is mandatory.

'''Remarks''' 
The original .Net Common Language Runtime (CLR) is not suitable and too old.

==Blind-Transferred Calls Don't Show Up in List of "Transferred Calls"==
'''Symptom''' 
Calls that were blind-transferred by the Operator application may probably not appear in the respective call list.

'''Solution''' 
*At the PBX browse to PBX/Config/General - Field "Recall Timeout"
*Enter something useful in seconds (30 or 60)
'''Remarks''' 
A blind-transferred call is going to fall-back after that amount of seconds if not accepted in-between.

==Blind-Transferred Calls Don't Fall Back==
'''Symptom''' 
Calls that were blind-transferred by the Operator application don't fall-back to the operator.

'''Solution''' 
*The cause and solution are the same as in [[#Blind-Transferred Calls Don't Show Up in List of "Transferred Calls"|Blind-Transferred Calls Don't Show Up in List of "Transferred Calls"]]

==Operator Freezes On Startup==
The operator application was reported to get stuck on startup. The user interface turned white and did not respond to any input.

'''Symptom''' 
The application window looks as follows [[Image:screenshot-oppi-freeze.jpg|center|thumb|200px|Operator freezes on startup]].

'''Solution''' 
This symptom can occur due to a corruption of the framework's font cache data file. Try the workaround:
*'''Start/Run''' of '''services.msc'''
*Stop the service ''Windows Presentation Foundation Font Cache 3.0.0.0''/''Windows Presentation Foundation-Schriftartcache 3.0.0.0''
*Now delete the system file ''FontCache3.0.0.0.dat''
<pre>
The file likely resides under Windows XP in
--
%systemdrive%\Documents and Settings\LocalService\Local Settings\Application Data

The file likely resides under Windows Vista/7 in
--
%windir%\ServiceProfiles\LocalService\AppData\Local</pre>
*Reboot the machine

==Operator Displays Corrupted Fonts==
After 2 years of service the operator application was reported to suddenly display corrupted fonts.

'''Symptom''' 
The application window looks as follows [[Image:Operator_font_corrupted.jpg|center|thumb|200px|Operator displays corrupted fonts]].

'''Solution''' 
This symptom occurred due to a corruption of the framework's font cache data file. Try the workaround:
*'''Start/Run''' of '''services.msc'''
*Stop the service ''Windows Presentation Foundation Font Cache 3.0.0.0''/''Windows Presentation Foundation-Schriftartcache 3.0.0.0''
*Now delete the system file ''FontCache3.0.0.0.dat''
<pre>
The file likely resides under Windows XP in
--
%systemdrive%\Documents and Settings\LocalService\Local Settings\Application Data

The file likely resides under Windows Vista/7 in
--
%windir%\ServiceProfiles\LocalService\AppData\Local</pre>
*Reboot the machine

'''Remarks''' 
It is the same root cause as above in [[#Operator_Freezes_On_Startup|Operator Freezes On Startup]].

==Pickup Of WQ Calls==
From on build 90112 the pickup of WQ calls is only possible for calls not in the CONNECT state.
*Activate the checkmark '''PBX/Objects/<WQ Object>/Queue/Operator connect for SOAP'''
**this setting guarantees that a WQ call is displayed as CONNECTed only in case of an operator actively talking to the caller party A.

==Not Working: ''Focus on incoming call''==
The configuration dialog offers an auto-focus checkmark '''File/Configuration/Misc/Focus on inc. call'''. Customers reported that the application manages getting into the foreground. However, without catching the keyboard focus. A final click into the application was necessary.

Instead, the application icon within the taskbar starts flashing, indicating that further user interaction is required.
The application window looks as follows
[[Image:Set-foreground-waiting.PNG|center|thumb|200px|Operator waiting for a click]].

This behaviour is by-design and cannot be circumvented in a common manner. An MS statement<ref>Set Foreground Window: http://msdn.microsoft.com/en-us/library/ms633539%28VS.85%29.aspx</ref> clarifies this OS-behaviour:
*''An application cannot force a window to the foreground while the user is working with another window. Instead, Windows flashes the taskbar button of the window to notify the user.''

The only reliable way to have the auto-focus feature working is by minimizing the application to the tray area. See the following menu button.
[[Image:Op-minimize-to-tray.png|center|thumb|200px|Button: Minimize to tray area]]
Auto-focusing from that window-state/application-state is supposed to be more reliable in getting the application into the foreground and assigning it the keyboard focus.

==Application Crash: Methode nicht gefunden/Method Not Found==

'''Symptom''' 
The application crashes - e.g. when searching - and prompts an exception labeled '''Methode nicht gefunden/Method Not Found'''.
Exception, date=12.06.2013 16:35:52, info=unhandled exception
================================================================
Methode nicht gefunden: "System.Object[] innovaphone.idx.IFulltextIndex.Query(Char, System.String[])".
bei switchboard.Index.FtIndexQueryVlv(Char equalityTerminator, String[] terms, Int32 pageSize, VlvCursor& cursor)
bei switchboard.SearchPbxControl.PbxSearchFullTextExecute(String[] terms)
...

'''Solution''' 
De-install and afterwards re-install the application(The configuration won't be deleted, i.e. will remain.).

'''Remarks''' 
The root-cause is a DLL versioning problem. The problem may occur after an update-install took place. That is, where a newer Operator was installed over an older, existing installation.

==Inbound Calls Appear Doubled==
'''Symptom''' 
The upper-left list of calls titled ''Incoming calls for..'' displays a single call as two or even more calls.

'''Solution''' 
Configure a distinct '''Hardware ID''' of one of the operator's phones under '''File/Configuration/General/Hardware ID'''

'''Remarks''' 
The operator is likely to have multiple registrations active, originating from multiple endpoint devices. Only one of those devices shall be selected as the operator's active phone.

== Multiple Operator Instances and Nightswitch settings ==
'''Symptom''' 
Time settings will be empty or are not saved if more than one operator instance is used.

== Installation on Windows 10 ==
An installation was tested on Windows 10 (Microsoft Windows NT 6.2.9200.0). The installation stopped with a hint for a missing, but required .NET framework version 3.x. Just follow the offered download link for .NET 3.5 SP1 and retry the installation afterwards. This procedure provided a successful installation of the application.
[[Image:Screenshot-op9-install-win10.png|center|thumb|200px|Button: Download .Net 3.5 SP1]]

Other reports from the field show that this error might be omitted by removing the PC from its domain before installation and put it back afterwards.

==Application cannot Initialize at PBX==
The application may fail to initialize at a PBX.

Symptom:
* The application repeatedly prompts a red-colored error message onto the status line
<pre>
info='PBX Setup Completed:', error='Initialize failed!'
</pre>

Cause:
* The Windows proxy settings interfere
Solution:
* Alter the proxy configuration within '''Internet Options/Connections(/LAN Settings)'''. Those are accessible either via the Windows System Settings or from within the IE. Ensure that either the proxy-configuration is correct or deactivate it completely. It has been reported that the checkmark-activation of ''Internet Options/Connections/LAN-Settings/Bypass proxy server for local addresses'' also helped to solve the proxy-related problem.

==Installation Operator failed==
Exception, date=02.12.2015 13:20:44, info=unhandled exception

Cause:
* http://code.logos.com/blog/2009/11/how_to_crash_every_wpf_application.html

Solution:
* Open the control panel from Windows and take a look into the logs. There should be a hint.

==Contacts search: missing contacts on Full Text search==

Symptom:
*Sometimes the operator cannot find existing contacts when performing a search, this only seems to happen when "Full Text" method is used.

Cause:
*This occurs when the _TAPI_ group has more [[Howto:Config_size_Limitations#PBX_Group | than 2048]] members.

Solution:
*To workaround this issue it is recommended to split the users over multiple PBXs (max 2000 per PBX) as suggested in section [[#Addressing_Large_Scale_Installations|Addressing Large Scale Installations]]

==The operator application won't register to myApps Cloud after 28-08-2025==

Symptom:
*The operator fails to register to a system in the myApps Cloud

Cause:
*Since 28-08-2025 the used security policy on the reverse proxy in the myApps cloud does no longer support the outdated TLS1.0 and TLS1.1 protocols.
*The operator doesn't support TLS1.2 or higher

Solution:
*Switch to the myApps Switchboard App.

=Localization=
The article [[Howto:Assist_In_Localization_Of_Operator_Version_9|Howto:Assist In Localization Of Operator Version 9]] serves as a starting point, if you are interested in helping to localize the application.

=Uninstall=

When we uninstall the Operator application on Windows the user configuration it's not deleted from the Roaming folder, so if we wish to do an reinstallation of the application with a new config we must delete manually the configuration data (swconfig.xml) from the Roaming folder: C:\Users\<user>\AppData\Roaming\innovaphone AG\innovaphone Operator.

=Notes=
<references/>

Reference13r3:PBX/Objects

2025-07-16T09:38:52Z

Kpe: /* General Object Properties */

This page is used for the administration of PBX objects. A list of already configured objects can be displayed filtered by various criteria. New objects can be created and existing objects can be changed or deleted.

== Display of existing Objects ==
By pressing the show link, existing objects are displayed. With the filter field (the input field left to the show link) the displayed objects are limited to those matching the filter. The filter is first applied to the 'Long Name' of the objects meaning a non case sensitive head match of the filter and the 'Long Name' is performed. If there are matching objects these are displayed.

If there are no matching objects the filter is used to match the Number of the objects including any node prefixes. This way objects of a given node with all sub-nodes can be displayed by entering the prefix of a node here.

Below the filter input field is a list of all PBXs in the system (at least the part of the system which is replicated to this device). By clicking on a PBX in the list only the objects which are assigned to this PBX are displayed and the groups configured on this PBX are displayed as well. By clicking on a group only the members of this group are displayed.

=== List of Objects ===

On the right side the list of objects is displayed. The most important configuration properties are displayed in this list to provide an overview. To view the full configuration of a given object it must be opened for editing by clicking the Long Name. The list can be sorted by clicking the table headers.

The Number of the objects in this list is not the number configured in the object but it is expanded with the prefixes of the nodes in which the object is configured.

Group memberships and Call Forwarding for an object are changed by clicking on the 'Groups' or 'CF*' link of the object. A '*' appended to a group displayed in this list means that the active flag of this group membership is set.
A '!' appended to a group displayed in this list means that group indications are configured for this group.

Fork number appended by a '*' indicates a mobility enabled user. In case the number is displayed in grey, the user consumes no mobility license on local PBX (e.g. because the user registers on other PBX).

The last column are the IP addresses of registered endpoints for a given object. If the physical location of the endpoint is not the same as the PBX, the physical location is indicated by @<physical-location> added to the IP address. A '*' appended to this field means that this is an password authenticated registration.
Registrations which are because of a standby situation, which means they are not at the PBX for which they are configured, are marked with a special colour (by default this is red).

=== New Objects ===

New objects are created by selecting the type of object in the drop down list and clicking the new link. If the list of displayed objects is limited to a PBX/Group (see above), the PBX property of the new object is preset accordingly and the group membership is added to the object.

== Object Types ==

There are different types of objects for different purposes available

;[[{{NAMESPACE}}:PBX/Objects/User|User]]: A normal User
;[[{{NAMESPACE}}:PBX/Objects/ap|AP]]: Used to enable pbx connection to Application Platform
;[[{{NAMESPACE}}:PBX/Objects/App|App]]: Create a reference to an innovaphone App that can be used in myApps
;[[{{NAMESPACE}}:PBX/Objects/Call Broadcast Conference|BC Conference]]: A Conference which automatically calls other users
;[[{{NAMESPACE}}:PBX/Objects/Boolean|Boolean]]: Used to enable Call Forwards an other things based on time/date or by calling to this object
;[[{{NAMESPACE}}:PBX/Objects/Call Broadcast|Call Broadcast]]: Forward a call to a group
;[[{{NAMESPACE}}:PBX/Objects/Conference|Conference]]: Used to create a conference
;[[{{NAMESPACE}}:PBX/Objects/Config Template|Config Template]]: Config which can be applied to other objects
;[[{{NAMESPACE}}:PBX/Objects/DECT System|DECT System]]: Defines a DECT system
;[[{{NAMESPACE}}:PBX/Objects/Directory Search|Directory Search]]: LDAP lookup based on number dialed
;[[{{NAMESPACE}}:PBX/Objects/DTMF Features|DTMF Features]]: Feature control for simple endpoints
;[[{{NAMESPACE}}:PBX/Objects/Executive|Executive]]: Executive in a executive/secretary configuration
;[[{{NAMESPACE}}:PBX/Objects/External UC|External UC]]: To forward presence subscriptions to external presence server
;[[{{NAMESPACE}}:PBX/Objects/Fax|Fax]]: Defines a fax service
;[[{{NAMESPACE}}:PBX/Objects/Gateway|Gateway]]: For registration of gateways
;[[{{NAMESPACE}}:PBX/Objects/ICP|ICP]]: Integration with ICP system
;[[{{NAMESPACE}}:PBX/Objects/MCast Announce|MCast Announce]]: Calls endpoints and forwards media as IP multicast
;[[{{NAMESPACE}}:PBX/Objects/Message Waiting|Message Waiting]]: Message Waiting for external Systems
;[[{{NAMESPACE}}:PBX/Objects/Messages|Messages]]: used to connect messaging service
;[[{{NAMESPACE}}:PBX/Objects/Mobility|Mobility]]: Mobile Integration
;[[{{NAMESPACE}}:PBX/Objects/Node|Node]]: Numbering Node
;[[{{NAMESPACE}}:PBX/Objects/Number Map|Number Map]]: Maps to other number
;[[{{NAMESPACE}}:PBX/Objects/PBX|PBX]]: To register slave PBX
;[[{{NAMESPACE}}:PBX/Objects/Push|Push]]: Defines a push service
;[[{{NAMESPACE}}:PBX/Objects/Directory Search|Quick Dial]]: Allows Quickdial based on external LDAP Directory
;[[{{NAMESPACE}}:PBX/Objects/Session Border|Session Border]]: Allows proxy registrations to other PBX
;[[{{NAMESPACE}}:PBX/Objects/Settings|Settings]]: control dynamic group memberships via myPBX client
;[[{{NAMESPACE}}:PBX/Objects/Trunk Line|Trunk Line]]: To register a trunk line
;[[{{NAMESPACE}}:PBX/Objects/Voicemail|Voicemail]]: Defines a voicemail service
;[[{{NAMESPACE}}:PBX/Objects/Waiting Queue|Waiting Queue]]: Define a waiting queue

== General Object Properties ==

Some configuration properties are specific to the type of object, some are common to all objects. Not each object type supports all general configuration properties.

;Description: Any text which can be used to describe the objects. Nothing is done with this text on the PBX.

;Hide from LDAP: When this check-mark is set, this object is available with a read-only LDAP access, which means it does not show up in the PBX phonebook on the phones.

;Long Name: This name is used to identify the object in the database and for display purposes. The long name must be unique throughout the system. For practical reasons, you should limit it to ''20 - extension length'' characters.

;Name
:The name of the object. This name is used for H.323 and SIP signalling (like a call number) and must be unique throughout the system.
:In order for the name to be handled correctly in all protocols, a few rules should be followed regarding the characters used.
:# The name must not start with a "." dot (See [[{{NAMESPACE}}:Concept Group Pickup across PBXs|Concept Group Pickup across PBXs]] for more details on using a dot.)
:# The character "@" must not be used (It is used as separator for E-Mail-Adresses)
:# The character "?" is a specially reserved character to append arguments, which can be used when a call is sent. (See [[{{NAMESPACE}}:PBX/Objects/Trunk_Line| Name as Number]] for more details on using a ?-sign.)
:# It is best to use only characters that are also used in e-mail addresses (before the @ sign). So "a-z0-9-_" in lower case letters.

:Note: Clients ''cannot'' use the ''Name'' and ''Number'' property as registration name without adding the ''name'' as hardware-id.
:Note: it is recommended to use the ''Name'' field for the e-mail address (everything prior the @) in combination with the ''Use as Domain'' flag at the ''System Name''.
:If the 'Name' is to be used as E-Mail address, the Check-mark on the ''E-Mail'' line besides the ''Name'' which is displayed there as well has to be set as well.

;Number
:The telephone number of the object. This is the number by which this object can be dialed within the same node. Which means it does not include any Node prefixes.
:Note: Clients ''cannot'' use the ''Name'' and ''Number'' property as registration name without adding the ''name'' as hardware-id.

;E-Mail: Additional E-Mail addresses for the user. Multiple addresses are separated by ';'. The 'Name' is used as E-Mail address as well together with the 'System Name' as domain. The E-Mail addresses are used to match users from other applications (e.g. Exchange, Fax Server) to PBX User Objects. The first E-Mail address is used as destination if E-Mails are to be sent to the User (e.g. received Fax). If the 'Name' shall be used as E-Mail destination, the check-mark besides the 'Name', which is duplicated to the E-Mail line should be set.

;Critical: If marked as critical the object can only be changed by administrators allowed to edit critical objects

;Password / Retype Password: If a registration password is allocated here, then it must be specified during registration, or otherwise the registration will fail. The length of the password is limited to 23 characters ASCII. Be aware when using Unicode characters like ü,ä,ö,ï,ë,é,ă,î,â,ș,ț,Ă,Î,Â,Ș,Ț,ă,î, due to the conversion from Unicode to ASCII the amount of available characters in your password will be decreased. You can use an online Unicode to ASCII converter to check if the password length is not exceeded.

;Node: The node that the object is assigned to. A Node hierarchy can be configured using Node Objects. Objects which are assigned to the same node can call each other with just the number. To call an object in a different node escapes and node prefixes have to be used. If no node is configured, the object is assigned to the node of the respective local PBX.

;PBX: The PBX that the object is assigned to. This PBX accepts registrations for the object. If no PBX is configured, the object is assigned to the respective local PBX.

;Reject ext. Calls: Calls from external sources to this object are rejected.

;Local: Marks an object as local. Local means that it can be called from endpoints physically located at the same PBX without prefixes even if the calling endpoint is in a different node. Where the endpoint is physical located is defined by the PBX the endpoint contacts first (it may be redirected to another PBX then for registration). If the object does not have a PBX configured the call is routed to the PBX where the calling endpoint is registered.
:''Note: Phones using this mechanism should use a Gatekeeper Identifier of <local-pbx>@<System Name> for registration. This way this mechanism works even if the registration happens without redirection. This can be the case if a secondary address is configured in case the local PBX is down. The registration will then be done without redirection an is not renewed when the local PBX comes up again.''

;Send Number: If an object does a call, the calling party number for this call will be replaced by the number given (if any). Used to hide an extension. If a prefix of '.' is configured, this number is interpreted as a number within the node of the object, if no prefix is configured the number is interpreted as a number within the root node.

;External: This is used together with the ''Name as Number'' Feature of a trunk object. If a ''Name as Number'' configuration is set, starting with '?' it is matched to this entry. If only '?' is configured it always matches. Any digit following the matching part is sent as CLI for calls out through the trunk object.

;Dial In: If this check-mark is set, the external CLI which is sent out on the trunk, can also be used to dial in from the trunk. In this case this CLI must be unique.

;URL: A URL configured here is send with any call from this object as source URL. Only H.323 support sending a URL. Some called endpoints may make use of the URL. The URL is also available within the CDRs generated by the gateway.

;Max Calls: Limits the concurrent calls to this object. Any additional call is rejected with "No Channel Available"

;Group Indications: The group for which group indications are sent to the registered endpoints. The object must be active member in this group. The other objects (for which group indications are sent) need not to be active. To monitor other endpoints on a phone with a Partner/Pickup function key group indications are needed for the endpoints. The maximal length of the Group Indication Name in V7 is set to 48 characters.

;Hide Connected Endpoint: This check-mark hides the name and number of the connected endpoint if an object with this check-mark set is called. This applies for example if a call forwarding was configured or the object was a broadcast group. In these cases the connected endpoint is different from the called.

== License ==

For User and Executive objects licenses which shall be used for this user can be configured. The licensed features can only be used if they are checked on this page.

;UC: Combines Fax, Mobility, myPBX and Video licenses
;Voicemail: Voicemail for this user (uses VoicemailUser license)
;Fax: Personal Fax with innovaphone Fax
;Mobility: Mobility integration
;myPBX: myPBX client
;Video: innovaphone Video as part of the myPBX launcher
;AppSharing: innovaphone Application Sharing
;Reporting: innovaphone Reporting. The myPBX call lists do not require this license

== Devices ==
This section enables assignment and identification of multiple devices for the same user. Those devices may register and operate in parallel for this user.

=== Devices Input Fields ===
; Hardware Id: identifies the connected device to match the incoming registration. Can either be a MAC-address (for fixed phones) or a unique descriptor (for softphones/3rd-pty-terminals).
: Filled in automatically when phones are provisioned by UsersAdminApp or ProfileApp.
: If a hardware id identical to the object name is configured, the name or the number of the object can be used for registration. For registrations with name or number of the object, the settings configured at this device are used in this case.
; Name: can be used for a description of the device.
: On the SOAP/TAPI interface Name can be used to let the user select the device which shall be controlled.
: If no device is configured the Name and Hardware Id are used for default devices to ensure configuration compatibility.
: To allow an endpoint to register with the objects Name or Number, a device must be configured with a hardware id that is equal to the object Name. (E.g. Registrations from DECT Base Stations)
: A registration by number does not succeed if the length of the number does not match, other when dialing an object in which case additional dialed digits are ignored.
: If a registration by number does not match any object number, the number is converted to a name and a device hardware id is searched with this name.
; App: this field allows to configure a V13-App used to control this device. E.g. "phone" or "softphone" in lower letters.
: If a hardware ID is already present, this field is not set automatically during install and thus must be manually set.
: Name field should also be filled with an unambiguous description for use in myApps. Example :
: <table>
<tr>
<th>Hardware Id</th>
<th>Name</th>
<th>App</th>
</tr>
<tr>
<td>009033000000</td>
<td>myDeskphoneName</td>
<td>phone</td>
</tr>
<tr>
<td>exampleSoft</td>
<td>mySoftphoneName</td>
<td>softphone</td>
</tr>
:</table>

=== Devices Config Flags ===

;PBX Pwd: Registration with the PBX master password only

;No IP Filter: Don't apply IP Filters for registrations

;TLS only: Allow Registration with H.323/TLS only. If this check-mark is set a matching certificate, which is trusted by the PBX must be provided.

;No Mobility: If a registration on this device is active don't call a mobility number

;Config VOIP: Add additional config for VoIP. E.g. configure a WebRTC endpoint. Apply has to be pressed once and Name Field must be set to allow enable the additional input page with the "defined" name.
: If this checkmark is set and a '''Name''' is configured for the Device a new tab-sheet with the configured name is available to allow more VoIP Parameters to be configured.

;Reverse Proxy: Allow the device to register through a reverse proxy. The registration through a reverse proxy is identified by the IP addresses configured for reverse proxies

;Single Reg.: Allow a single registration to this device only

;Media Relay: Force Media Relay on the PBX for this device only.
: When this is enabled and the registration of the device is coming in via a reverse proxy server server-reflexive address (SRFLX) obtained via STUN is provided as default media address.
: This feature is used so that third party SIP phones not supporting ICE/DTLS can be used together with the innovaphone PBX as on-site phones as well as phones in home offices or phones in a cloud scenario.

;No SRTP: Do not offer SRTP in SIP/SDP when Media Relay is set at the Hardware ID

=== Security issues ===

There are security build in mechanisms :

* If the '''PBX Pwd''' (in older V9 builds AdminPwd) check-mark is set, registration to this device is only possible with the PBX password, which is configured in PBX/Config/Security.

* The check-mark '''No IP Filter''' allows the registration to the device even if the IP Filter does not match. This way general registration can be restricted using the IP Filters and some selected devices can be opened for registration from the public internet. A registration without password is not allowed in this case. (Available from v9 hf15)

* If this object will have no registration, leave the device field empty (for security reasons). Nobody can abuse and register at that object.

* If a registration request comes with the wrong password the object deny´s '''all''' registration requests (with the reason REGISTER-REJ : Reason=PBX missing Authentication) for 20 seconds. After that time it is possible to register (with the right password).

== Objects with empty node or PBX ==
If an object has no '''PBX''' configured, it will be replicated (if replication is turned on) to all slaves. Furthermore, any PBX will satisfy incoming registration requests. Calls to such objects that are built-in to the PBX and thus do not require a registration to work (e.g. Waiting Queue) will be processed by each PBX the call is presented to.

If an object has no '''Node''' configured, it will be considered to live in the node of each PBX the object is known to. So if an object has neither '''Node''' nor '''PBX''' configured, it will be present in all nodes that have a PBX and calls to such objects will be processed locally for objects that are built-in to the PBX.

Reference14r1:PBX/Objects

2025-07-16T09:37:55Z

Kpe: /* General Object Properties */