[[Category:Concept|Apps]]
'''Preliminary article. More infos will be added.'''

Recordings is an application running on the app platform which allows to capture the audio streams during a telephone call.

== Applies To ==

* innovaphone PBX from version 13r1

== Apps ==

=== recordings ===
This is the standard UI App for Recordings.

=== recordingsadmin ===
This App will be used by the admin.

== Description ==

Recordings is an application running on the app platform which allows to capture the audio streams during a telephone call.

The users phone can be configured to forward the transmit and receive audio streams to the Recordings App which in turn stores it in a database.

== Setting up ==

=== Setting up the Recordings App on the App Platform ===
On the App Platform click the “App Store”, find and install “Recordings”.

[[Image:Recordings1.png]]

Now click “Add” to add an instance and fill the entries:

[[Image:Recordings2.png]]

Save, then select the new instance and click Start. The Recording App on the App Platform is now up and running:

[[Image:Recordings3.png]]

=== Installing the App Object on the PBX ===

Prerequisite for installing and configuring the Recordings App Object is that an “AP” object is set up properly on the PBX and the user has the pbxmanager app available (as required for configuration of all other app objects). Select the pbxmanager app, then the “AP recordings”:

[[Image:Recordings4.png]]

Now you can configure a “User” object (TYPE selector) via which a user can access and administer his own recordings and/or an “Admin” object which allows the access to all recordings. “NAME” and “SIP” can be freely chosen. The “Licenses” entry specifies how many licenses from the installed Recordings Service License are allocated for this object. For example:

[[Image:Recordings5.png]]

After pressing “Ok” the installed entry appears:

[[Image:Recordings6.png]]

Note: The checkmark between “USER” and “10” indicates that the Pbx Object has successfully opened a connection to the Recordings App.
Similarly an administrator object can be configured:

[[Image:Recordings7.png]]

Note: The administrator does not claim licenses

The App is known to the Pbx under the “SIP” name. For the user to be able to use the app the checkmark must be set in the “Apps” tab:

[[Image:Recordings8.png]]

Note: the “arecordings” aka AdminRecordings app and the “urecordings” aka UserRecordings app are enable for the User. Please do not get confused by the appearance of “recordings” and “recordingsadmin” in the selection. These are dormant leftovers from previous configurations

== Setting up the users phone ==

In order to set up the users phone for recording the Record to (URL) entry must be set:

[[Image:Recordings9.png]]

This entry consists of the app platform server address (http://172.16.67.100/) ,the “Webserver path” (as configured in Pic 2) and the “Files” submodule name. Furthermore, under “Recording” the “Recorder”: HTTP Server must be selected. The mode can be set as appropriate.:

[[Image:Recordings10.png]]

In the above example the mode “transparent” is set so the recording starts automatically when the call is established. We recommend that the users phone beconfigured via a configuration script. Following is an example of script entries to configure recording on the phone with a function key for manual start/pause operation.

Note: pressing the function key after recording has started pauses the recording, another press resumes recording until it stops when the call terminates.

== Setting up reporting to provide the recordings app with the call information ==
In order to have call information (caller name, number..) the reporting information must be passed from the pbx to the recordings app. If this is not configured the calls are still recorded but appear with “No CDR” indistinguishable on the GUIs.
First enable CDR generation :

[[Image:Recordings11.png]]

Then configure the cdr target:

[[Image:Recordings12.png]]

“Type” must be “HTTP”.
Address: the app platform server ip address,
Port: must be 80
Method: must be “External(Post)”
Path: the webserver path as configured in Pic 1 plus “cdr” as the submodulename

== User and Admin GUI ==

=== User Gui ===

The User Gui allows a user to access the OWN recordings

He can listen, delete, filter through his records. Furthermore he can save the Record as wav file.
Every record will be saved per default for 30 days in Recordings App. (This can be modified by the admin in Recordingsadmin App)
If the user wants to save his Record for longer than he can press the lock symbol of his Record.

In the following picture we see the Gui showing one call:

[[Image:Recordings13.png]]
Pic 13

The GUI consists of a header containing a

* Search field to the left
The search can either be a search for names or phone numbers. The search is dynamic, so every every character or digit entered lists the matching substrings

* followed by a Sort button “A-Z”/”Z-A”
Sort the entries in ascending or descending order

* and a “settings” button to the right
the button opens a menu where display filters for name and/or recording periodcan be set:

[[Image:Recordings14.png]]

The above example shows just one recording entry, which comprises of the following items:

* an arrow indicating the call direction (bottom left to top right: outgoing, top right to bottom left: incoming).
* The partners name and number
* A conversion button
Since the recordings are stored in pcap format and the respective codec used for the call, the recording must be converted to a wave file before it can be played back (or downloaded). Note: depending on the codec used during the call this conversion process can be time consuming. The most time consuming codecs are: G729 and Opus.
* The date and time
The date and time of the recording
* A lock button
The recordings are automatically deleted after a specific time which can be set in the Administrator GUI. If the user wants to avoid this and permanently flag the recording, this button can be engaed. The button appears Orange for permanently flagged recordings.
* A delete checkmark
To delete recording(s) they can be selected here, A confirm button triggers the deletion.

=== Conversion process ===

When pressing the conversion button a thread is started on the app platform for this purpose. The conversion button changes to a circling activity icon with the percentage completed indicator below. Multiple conversions can be started, however they are processed subsequently . Once the convertion process is completed the activity indicator changes to a download icon (to download the wave file) with the duration of the audio file underneath. Additionally a player interface opens in the recording item:

[[Image:Recordings15.png]]
Pic 15

The wave file generated by the conversion process is stored temporarily in the database to allow for subsequent access without the nessecity to go through the conversion process again. After a lifetime of 1 hour this temporary file is deleted and the player item in the recording entry disappears.

== Admin Gui ==

TheAdmin Gui allows a user to access ALL recordings. Its layout is similar to the users Gui with the addition that both parties of the call are showm with the call initiator in the top row.:

[[Image:Recordings16.png]]
Pic16

The settings menu contains, besides the filter settings an item to configure the time how long the recordings are held in the database before they are permanently deleted:

[[Image:Recordings17.png]]

== Appendix ==

2018-10-10T11:06:19Z

Lbu: /* Latest News */

__NOTOC__

<div style="margin:0px; margin-right:10px; border:1px solid #58C4C3; background-color:#F4F4F4; padding:0em 1em 0em 1em;">

== before you try to use this wiki ==
[[User:Ckl|ckl]] 09:42, 20 July 2007 (CEST)

To get access '''[[Account_Creation|READ THIS FIRST]]''', make sure you [[Special:Userlogin|log in]] and have [[Account_Creation|your account authorized]].

You may then modify most of the articles and even add new ones. We hope for a rich and useful platform for professional innovaphone users to emerge this way.

To make sure you understand the terms of use, have a quick look at the [[innovaphone-wiki:About | legal stuff]]. But do not waste too much time there! Instead, rather browse through the information provided. There are various hopefully useful links in the sidebar on the left.

== Searching ==
[[User:Ckl|ckl]] 17:39, 7 November 2014 (CET)
Searching in wiki works, but is sometimes cumbersome. However, you can have google do the job for you. Try [https://www.google.de/search?q=site%3Ainnovaphone.com+xml+documentation <code>site:innovaphone.com your search terms</code>] to search the innovaphone sites for matches!

If you still don't find what you are looking for, [mailto:ckl-at-innovaphone-dot-com drop me a message] telling me what's missing!
</div>


<div style="margin:0px; margin-right:10px; margin-top:15px; border:1px solid #58C4C3; background-color:#F4F4F4; padding:0em 1em 0.5em 1em;">



== Latest News ==

[[User:Lbu|Lbu]] 13:06, 10 October 2018 (CEST)
[[Support:Firmware V12r2 product/12r2/firmware 12548700 (sr 18) available | Version 12r2 Service Release 18]] is now available from the [http://download.innovaphone.com/ice/12r2#firmware V12r2 download area].

[[User:Lbu|Lbu]] 13:06, 10 October 2018 (CEST)
[[Support:Firmware V12r1 product/12r1/firmware 12125700 (sr 26) available | Version 12r1 Service Release 26]] is now available from the [http://download.innovaphone.com/ice/12r1#firmware V12r1 download area].

[[User:Lbu|Lbu]] 13:06, 10 October 2018 (CEST)
[[Support:Firmware V11r2 product/11r2/firmware 11373000 (sr 42) available | Version 11r2 Service Release 42]] is now available from the [http://download.innovaphone.com/ice/11r2#firmware V11r2 download area].

[[User:Afi|Afi]] 10:57, 1 October 2018 (CEST)
[[Support:Wireless_Handset_Firmware_and_Management_Software_product/9.00/wireless_100032_%28hotfix15%29_available | Wireless Package hotfix 15]] is now available from the [http://download.innovaphone.com/ice/9.00#wireless V9 download area].

[[User:kwa|kwa]] 17:00, 05 September 2018 (CET)
[[Support:Recording_Build_119900_available | innovaphone Recording SR23 build 119900]] is now available from the [http://download.innovaphone.com/ice/10.00/#recording V10 download area].

[[User:Dde|Dde]] 10:03, 13 August 2018 (CEST)
[[Support:Linux_Application_Platform_100258_product/10.00/linux_10025800_(sr53)_available | Linux Application Platform V10 100258 sr53]] is now available from the [http://download.innovaphone.com/ice/10.00#linux V10 download area].

[[User:Dde|Dde]] 10:03, 13 August 2018 (CEST)
[[Support:Innovaphone_Reporting_100258_product/10.00/reporting_10025800_(sr53)_available | innovaphone Reporting V10 100258 sr53]] is now available from the [http://download.innovaphone.com/ice/10.00#reporting V10 download area].

[[User:Dde|Dde]] 10:03, 13 August 2018 (CEST)
[[Support:Innovaphone_Fax_100258_product/10.00/faxserver_10025800_(sr53)_available | innovaphone Fax V10 100258 sr53]] is now available from the [http://download.innovaphone.com/ice/10.00#faxserver V10 download area].

[[User:Dde|Dde]] 10:03, 13 August 2018 (CEST)
[[Support:Innovaphone_Exchange_Calendar_Connector_100258_product/10.00/exchange_10025800_(sr53)_available | innovaphone Exchange Calendar Connector V10 100258 sr53]] is now available from the [http://download.innovaphone.com/ice/10.00#exchange V10 download area].

[[User:kwa|kwa]] 12:00, 9 July 2018 (CEST)
[[Support:IQM_Build_8024500_available | Support:IQM Build 8024500 Hotfix25]] is now available from the [http://download.innovaphone.com/ice/8.00/#iqm V8 download area].

[[User:kwa|kwa]] 12:00, 04 June 2018 (CET)
[[Support:Recording_Build_119400_available | innovaphone Recording SR22 build 119400]] is now available from the [http://download.innovaphone.com/ice/10.00/#recording V10 download area].

[[User:Tac|Tac]] 10:19, 17 May 2018 (CEST)
[[Support:Firmware V10.00 product/10.00/firmware 10141200 (sr 49) available | Version 10.00 Service Release 49]] is now available from the [http://download.innovaphone.com/ice/10.00#firmware V10 download area].

[[User:kwa|kwa]] 13:00, 09 May 2018 (CEST)
[[Support:IQM_Build_8024000_available | Support:IQM Build 8024000 Hotfix24]] is now available from the [http://download.innovaphone.com/ice/8.00/#iqm V8 download area].

== New Articles ==
{{Special:Newpages/8,namespace=Howto,namespace=Support,namespace=Reference,namespace=Reference7,namespace=Reference8}}
</div>

<div style="margin:0px; margin-right:10px; margin-top:15px; border:1px solid #58C4C3; background-color:#F4F4F4; padding:0em 1em 0.5em 1em; font-size:1">

== More innovaphone Ressources ==
* [http://www.innovaphone.com Home Page]

* [http://download.innovaphone.com Download Site ]
* [http://my.innovaphone.com my.innovaphone ]
* [http://mantis.innovaphone.com/ Ticketing System ]
* [[Support:What are the Roadmap Documents? | Roadmaps ]]
</div>

Reference12r2:Concept Softwarephone

2018-03-08T07:31:32Z

Lbu: /* '''[Tab:„Application“]''' */

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

= General =

Innovaphone SoftwarePhone is the implementation of innovaphones HW phones software as a Windows process. So all the features native to the hardwarephones are present in SoftwarePhone as well. SoftwarePhone has no UI, it is operated via myPBX or 3rd Party CTI client (ex: Estos Procall).

=System Requirements=
The innovaphone SoftwarePhone requires:
*Windows 7 or later.
*Innovaphone PBX with SoftwarePhones<v> License.

= Installation =

Prior to installing the 10.00 Version of innovaphone SoftwarePhone an eventually installed 9.00 version must be manually deinstalled. From version 10.00 to 12r1 subsequent releases can be updated without first deinstalling the older version. From 12r2 on prior versions must be manually deinstalled.
When updating the installation, the previous configuration (if existing) is reused. Otherwise a default configuration is installed.
There are 2 ways to install Softwarephone:

* SetupSWPhone.exe. This is the preferred method if no installation parameters are required. It automatically installs all 3rd party SW to operate the headsets
* softwarephone.msi AND SpokesSDKNativeRuntime.msi. If the Softwarephone installation needs to be parametrized via Orca first install SpokesSDKNativeRuntime.msi, then
softwarephone.msi

The following items are installed:

* SoftwarePhone .exe and related files (dll) in Program files (x86)\innovaphone\SoftwarePhone
* Hid.tbl (the code definitoins of supported USB headsets) in Program files (x86) \innovaphone\SoftwarePhone
* The config files „swphone_config.cfg“ and „swphone_command.cfg” in the User Roaming directory (if no previous configuration is located there, otherwise the old configuration is used, Roaming Directory Location : <drive>:\Users\<User>\AppData\Roaming\innovaphone\SoftwarePhone\)

Installation Process:

* http port 80 ist checked to be available as the SoftwarePhone ’s web configuration port. If not free, a search starting at port 10006 is executed to find a free port. The URL file, containing the configuration servers web @ is adjusted to the determined free port
* SoftwarePhone is startet.

Resetting to defaults:

*Resetting to default configuration could be done by deletiong the config files in the Roaming Directory.

Unattended Installation of softwarephone for ALLUSERS:

*It's possible to install softwarephone for ALLUSERS by using the command:
Msiexec /i softwarephone.msi ALLUSERS=1

= Configuration =

The configuration is opened by selecting “Configuration” from the start menu. A browser connection is opend to the server running as part of SoftwarePhone and the configuration menu is displayed.

Default login is admin/swphone.

The configuration options are the same as for the hardware phones with a few specifics referring to SoftwarePhone running as a Windows process:

* Application
The Applicatons run mode and priority can be set and whether to register with the computers name at the PBX.
* Audio
The desired audio devices can be selected.
* Audio
The Audio –Input, -Output and –Ringing device can be selected.
* USB
Legacy configuration for customers who use a previous installation with a headset other than Jabra, Sennheiser or Plantronics. Headsets from these vendors are handled automatically and need not be configured.

The default credentials are admin / swphone

== '''„Audio and USB Configuration"''' ==

This config GUI is unique in the way that it can only be accessed (right click on the softwarephone icon) from the computer SoftwarePhone is running on. Here the typical End User Configurations are set: Audio and USB-headset parameters.

[[Image:default-usercfg.png]]

Above image shows the default configuration without any headset from vendors Jabra, Plantronics or Sennheiser plugged in. "Headset" in this case means any headset of beforementioned vendors that is detected. Note: The FIRST detected headset will become the active one, if more than 1 headset is plugged in. In case you have more than 1 headset plugged in and want to use a specific for Softwarephone operation you must configure it in the "USB Configuration | USB device" droplist.
The column on the right shows the actual values

[[Image:usercfg-headset-plugged-no-preferred.png]]

Above image shows a default configuration "Headset" with currently a "Sennheiser SC260 .." being plugged in and detected

[[Image:usercfg-headset-plugged-preffered-active.png]]

Above image shows the "Sennheiser SC260 .." configured as the prefered (USB Device) and being active.

Note: If you have configured a specific headset and you don't plug it in but instead another one then this other is fully operational and it stays that way until the prefered one is plugged in, then it becomes the active one.

'''Microphone:'''

The microphone selection.

'''Speaker:'''

The speaker selection

'''Ringer:'''

The Ringing device selection

'''Handsfree:'''

The open listening device selection. The device that plays the incoming audio stream when the speaker button is pressed in myPBX.

'''USB Device:'''

The USB headset selction.

'''USB Map:'''

Legacy for non Jabra, Plantronics and Sennheiser headsets. The codepage selection for the selected usb device. Here one or two choices are presented. If a selection item that refers to the selected USB Device use this. If only “generic HID Telephonie Page” is available you can try to use the headsets button (some headsets support the generic codes)

'''NOTE:''' If the headsets buttons do not work for call control, then call control is solely available through myPbx. Nevertheless the USB headset can be used as the audio-in/output device.

== '''[Tab:„Application“]''' ==

Admin mode Application configuration.

[[Image:swphone_application.jpg]]

'''Application Run Mode:'''

* Manual: SoftwarePhone needs to be started manually
* Login: SoftwarePhone will be started when the user logs in (don't set this option if myPBX Launcher have option "Run Softwarephone" in the same PC).

'''Application Priority:'''
* Normal: As every standard Windows Process. Sufficient in almost all cases
* High: Elevated Priority.

'''Register Mode:'''
* Default: Registration modes like the HW phones.

'''NOTE:''' Anonymous registration might not work in all environments, especially those that prevent multicasts. For example, when using SoftwarePhone over a vpn connection ensure that multicast forwarding is guaranteed. Also, if a virtual machine is running on the same computer it might prevent
multicasts being sent on the LAN.

* Computername:
The best way for registering SoftwarePhone at the PBX. It uses the computername as it is visible on the LAN. The computername is determined by SoftwarePhone and the appropriate parameters are set for the “Phone” modul. This configuration appears in the field “Name” under the “Phone” tab (Example for computer„LBU-VOSTRO-W7“ ):

[[Image:swphone_registration.jpg]]

== '''[Tab:"Audio”]:''' ==

Admin mode Audio configuration. Items see „Audio and USB Configuration“

== '''[Tab:“USB”]:''' ==

Admin mode Audio configuration. Items see „Audio and USB Configuration“

= Rollout =

Especially in larger installations it is desirable to have a mechanism for automatic configuration of the SoftwarePhones. This can be accomplished in the following way:

SoftwarePhones installation package (softwarephone .msi)can be parametrized by creating an [http://support.microsoft.com/kb/255905/en-us Orca MSI database editor] transform with the parameters:
URL and POLL. Theses parameters are entered in the “Property” table

[[Image:download_orca.jpg]]

Saving Embedded Streams

By default, when saving a database to a new file with File and Save As…, Orca does not copy streams that are embedded in the database but not a member of any table. Select Copy embedded streams during 'Save As' to save streams to the new file when saving a database using the File with the Save As… option.

[[Image:orca_openfile.jpg]]

[[Image:orca_addrows.jpg]]

[[Image:orca_rows_content.jpg]]

[[Image:orca_savefile.jpg]]

It is recommended that the “POLL” value be set to “1” (shortest time: 1minute).
When SoftwarePhone is installed with the transform it starts, waits 1 min (poll period) then accesses the script file specified in the “POLL” parameter and executes the commands therein.
To register SoftwarePhone with the computername at the PBX the script file should look as follows (example showing the PBX @ “192.168.178.22” with the identifier „IP800-06-25-6e” :

…
#set the PBX @ and Identifier
config change PHONE SIG /prot H323 /gk-addr 192.168.178.22 /gk-id IP800-06-25-6e

#register with computername
mod cmd APP0 app-set /op OK /reg_mode ComputerName

#reset the automatic configuration update
config add UP1 /url

#reset SoftwarePhone and apply config
reset

Another method to provide configurations to the installed SoftwarePhone s is preparing a configuration template by configuring one SoftwarePhone entity, then using the generated “swphone_commands.cfg” file in the <users roaming directory >\innovaphone\SoftwarePhone
as the template, copying it to the update location and using it in the script file:

#invoke configuration template
mod cmd UP0 cfg <update directory location>/swphone_commands.cfg

This method is particularly helpful when many USB headset of the same type are used.

= Setting QoS =
See [[Howto:Softphone recommended settings]].

= Supported USB headsets =

The following USB headsets are supported for onhook/offhook functionality:

All Jabra, Plantronics and Sennheiser headsets that are supported by these vendors SDKs. Please check their
sites for more information.

= Troubleshooting Connectivity Problems =

If you experience problems with softwarephone attaching to the PBX or not being able to make calls please check the following:

* '''check in the “Phone” tab whether the state is “up”'''

* '''check in the “General” tab if License is “Valid”'''

* '''Start a command window as Administrator and issue a "netstat –a –b > swphone_netstat.txt"'''

In the “swphone_netstat.txt” file search for “1720”. There should be an entry like this:

'''''TCP 0.0.0.0:1720 LBU-VOSTRO-W7:0 LISTENING'''''
'''[softwarephone.exe].'''

Please search for other occurances of “'''1720'''” to ensure that no other processes listen to this port.

* '''Make a softwarephone trace to see if the packets are received by softwarephone'''

In the “Maintenance” tab “Tracing” enable “'''H.323 Signaling'''”, “'''Phone'''” and “'''All TCP/UDP Traffic'''”. Then try to make the call. In the resulting trace you should see the events like the following:

'''''0:0103:337:3 - RECV RESULT[](662 from pla(192.168.178.22:60003) type: 1)
0:0103:337:3 - PHONE_LISTEN.1 -> PHONE_REG.1 : SIG_SETUP faststart=3ac8bec cmd=PROPOSAL cdpn=400'''''

If these events are no present in the trace it could be that the firewall settings prevent some of softwarephone’s functions. This could be the Firewall.

* '''Check the firewall settings for softwarephone'''

Please open the “System Administration\Windows-Firewall\Allow Program.. Ensure that softwarephone is enabled on the required interfaces. If this doesn’t solve the problem then temporaryly disable the firewall completely and try again.
Now even with the firewall disabled there could be some other security software that causes the problem. To find out if packets to the “h323hostcall” port (1720) are filtered by the firewall you can use the commands “'''netsh wfp capture start'''” to start a trace of the test and “'''netsh wfp capture stop'''” to stop the trace. The trace is written into the file: “'''wfpdiag.cab'''” . Extract the file: “'''wfpdiag.xml'''”. In this file search for “1720”. If the packet is filtered by the firewall an entry like the following can be found:

<netEvent>
<header>
<timeStamp>2013-11-05T11:20:27.367Z</timeStamp>
<flags numItems="8">
<item>FWPM_NET_EVENT_FLAG_IP_PROTOCOL_SET</item>
<item>FWPM_NET_EVENT_FLAG_LOCAL_ADDR_SET</item>
<item>FWPM_NET_EVENT_FLAG_REMOTE_ADDR_SET</item>
<item>FWPM_NET_EVENT_FLAG_LOCAL_PORT_SET</item>
<item>FWPM_NET_EVENT_FLAG_REMOTE_PORT_SET</item>
<item>FWPM_NET_EVENT_FLAG_APP_ID_SET</item>
<item>FWPM_NET_EVENT_FLAG_USER_ID_SET</item>
<item>FWPM_NET_EVENT_FLAG_IP_VERSION_SET</item>
</flags>
<ipVersion>FWP_IP_VERSION_V4</ipVersion>
<ipProtocol>6</ipProtocol>
'''<localAddrV4>192.168.178.21</localAddrV4>'''
'''<remoteAddrV4>192.168.178.22</remoteAddrV4>'''
<localPort>'''1720'''</localPort>
<remotePort>60007</remotePort>
<scopeId>0</scopeId>
<appId>
<data> …</data>
<asString>...</asString>
</appId>
<userId>S-1-5-21-3364624427-3176291796-194291593-006</userId>
</header>
<type>FWPM_NET_EVENT_TYPE_CLASSIFY_DROP</type>
<classifyDrop>
<filterId>105267</filterId>
<layerId>44</layerId>
<reauthReason>0</reauthReason>
<originalProfile>2</originalProfile>
<currentProfile>2</currentProfile>
</classifyDrop>
</netEvent>

where the

<localAddrV4>192.168.178.21</localAddrV4>

and the

<remoteAddrV4>192.168.178.22</remoteAddrV4>

should be your computers and the PBX’s @.

* Check if the setup from the PBX is received at the local computer and what happens with it

Sometimes, Antivirus Packages can implement their own network access policy. This can result in a h323 release complete with cause “User Busy” to an incoming Setup from the PBX before any other softwarephone is reached. To see which process Sends/Receives the packets in a flow you can use the “netmon”, Microsofts free Packet tracer.

= How to obtain debug traces of softwarephone using icollect =

Included in the installation path (C:\Program Files (x86)\innovaphone\SoftwarePhone) there is a tool called '''icollect.exe'''(accessible via start menu entry). After we reproduce a problem we can run this tool to generate debug files that are saved in the roaming folder (C:\Users\<User>\AppData\Roaming\innovaphone) as "debug-info.zip".

Before you reproduce the problem, please enable the ''File Trace'' flag at "http://localhost:10006/debug.xml" and set the appropriate trace flags:

Which flags for which problem:

; Softwarephone looses registration at PBX: H.323/RAS, H.323/H.225, H.323/H.245
; Call setup phase: Signalling, H.323/RAS, H.323/H.225, H.323/H.245
; Audio problems: Signalling, H.323/ICE, H.323/DTLS, DSP trace, DSP Audiochannel. Please enable "DSP Audiocapture" only if specifically asked by innovaphone since it captures the complete audio stream and thus can generates huge files on the HD
; Headset button problems: Signalling, KEYS

'''NOTE: Please when providing a crash dump captured by icollect always use the latest SR (service release) of the softwarephone. Don't send us crash dumps of older versions since this will just take more time/effort to be analysed by our developer team.'''

== Important files for support in the debug-info.zip==
* '''trace.txt''' -> Trace File, created when '''File Trace''' is activated in debug.xml. Also contains version number (to find it, search for Build: )
* '''swphone_config.cfg''' -> one part of the config, can be used to check trace-flags.
* '''swphone_commands.cfg''' -> second part of the config, can be used to check trace-flags. Also contains version number
* '''dmp'''-file: named innovaphone '''SoftwarePhone#[version]#[id].dmp''' contains crash dump
** if crash without dmp file, '''StartTrace.txt''' contains trace of swphone start
* '''Wave-in/Wave-out''': created when DSP & DSP Audiochannel & DSP Audiocapture are activated.

=Known Issue=

=== G.711 only and G729 Optional===
The software phone does support G.711 and Opus codec only, no G.723 or G.722.
Optionally we can use G729 if G729 Channel licenses are present and available on the PBX.

===Another program is blocking the softphone===

Another program (e.g XCAPI) might be listening on tcp port 1720 as well. If you want to use both programs simultaneously you can change the signaling port of the softphone to another port like 1721.

<nowiki>http://localhost/!config add PHONE SIG /ep-addr 0.0.0.0:1721</nowiki>

If you want to find out which program is listening on which port we recommend using a little tool called TCP View. You’ll find it here:

http://technet.microsoft.com/en-us/sysinternals/bb897437.aspx

=== No license obtained from PBX if SIP Protocol is used===

When using Innovaphone softwarephone with SIP Protocol no license it's obtained from the PBX. It's necessary to use H.323 always.

=== Headset Basestation doesn't Ring ===

Often it's reported that the Basestation of Wireless Headsets doesn't Ring on incoming call, this is a feature that is missing and there exist already a Feature Request for it - [[Support:DVL-Feature_Requests#Alerting_on_Wireless_headset_base_also | Alerting on Wireless headset base also]] .

=== Windows Volume lowers automatically when receiving a call ===

The volume can be set for swphone exclusively by the Windows mixer. It appears in the mixer because it has a Audio stream Interface to the Windows Audio System, but no way adjust the volume by itself. When such an effect occurs it is best to check the Windows configuration: if it is set to Change volume for applications when certain Events occur:

[http://superuser.com/questions/74116/windows-7-lowers-applications-volume-automatically Windows 7 lowers applications' volume automatically]

=== H.323/TLS Connection not Trusted by Default ===

Please check the [[Reference11r1:Concept_H.323_over_TCP/TLS_(H.460.17)#Known_Issues|H.323/TLS Known Issues article]].

=== Softwarephone does not work on Terminal Server ===
The software phone can only run once on a single system. This also implies that it does not work for terminals server systems such as e.g. Citrix, as only the first client session running on a server would be able to start a software phone. Furthermore, multiple RTP streams would impose quit a bit of load on the server.

Reference12r2:Concept Softwarephone

2018-03-08T07:31:04Z

Lbu: /* '''[Tab:“USB”]:''' */

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

= General =

Innovaphone SoftwarePhone is the implementation of innovaphones HW phones software as a Windows process. So all the features native to the hardwarephones are present in SoftwarePhone as well. SoftwarePhone has no UI, it is operated via myPBX or 3rd Party CTI client (ex: Estos Procall).

=System Requirements=
The innovaphone SoftwarePhone requires:
*Windows 7 or later.
*Innovaphone PBX with SoftwarePhones<v> License.

= Installation =

Prior to installing the 10.00 Version of innovaphone SoftwarePhone an eventually installed 9.00 version must be manually deinstalled. From version 10.00 to 12r1 subsequent releases can be updated without first deinstalling the older version. From 12r2 on prior versions must be manually deinstalled.
When updating the installation, the previous configuration (if existing) is reused. Otherwise a default configuration is installed.
There are 2 ways to install Softwarephone:

* SetupSWPhone.exe. This is the preferred method if no installation parameters are required. It automatically installs all 3rd party SW to operate the headsets
* softwarephone.msi AND SpokesSDKNativeRuntime.msi. If the Softwarephone installation needs to be parametrized via Orca first install SpokesSDKNativeRuntime.msi, then
softwarephone.msi

The following items are installed:

* SoftwarePhone .exe and related files (dll) in Program files (x86)\innovaphone\SoftwarePhone
* Hid.tbl (the code definitoins of supported USB headsets) in Program files (x86) \innovaphone\SoftwarePhone
* The config files „swphone_config.cfg“ and „swphone_command.cfg” in the User Roaming directory (if no previous configuration is located there, otherwise the old configuration is used, Roaming Directory Location : <drive>:\Users\<User>\AppData\Roaming\innovaphone\SoftwarePhone\)

Installation Process:

* http port 80 ist checked to be available as the SoftwarePhone ’s web configuration port. If not free, a search starting at port 10006 is executed to find a free port. The URL file, containing the configuration servers web @ is adjusted to the determined free port
* SoftwarePhone is startet.

Resetting to defaults:

*Resetting to default configuration could be done by deletiong the config files in the Roaming Directory.

Unattended Installation of softwarephone for ALLUSERS:

*It's possible to install softwarephone for ALLUSERS by using the command:
Msiexec /i softwarephone.msi ALLUSERS=1

= Configuration =

The configuration is opened by selecting “Configuration” from the start menu. A browser connection is opend to the server running as part of SoftwarePhone and the configuration menu is displayed.

Default login is admin/swphone.

The configuration options are the same as for the hardware phones with a few specifics referring to SoftwarePhone running as a Windows process:

* Application
The Applicatons run mode and priority can be set and whether to register with the computers name at the PBX.
* Audio
The desired audio devices can be selected.
* Audio
The Audio –Input, -Output and –Ringing device can be selected.
* USB
Legacy configuration for customers who use a previous installation with a headset other than Jabra, Sennheiser or Plantronics. Headsets from these vendors are handled automatically and need not be configured.

The default credentials are admin / swphone

== '''„Audio and USB Configuration"''' ==

This config GUI is unique in the way that it can only be accessed (right click on the softwarephone icon) from the computer SoftwarePhone is running on. Here the typical End User Configurations are set: Audio and USB-headset parameters.

[[Image:default-usercfg.png]]

Above image shows the default configuration without any headset from vendors Jabra, Plantronics or Sennheiser plugged in. "Headset" in this case means any headset of beforementioned vendors that is detected. Note: The FIRST detected headset will become the active one, if more than 1 headset is plugged in. In case you have more than 1 headset plugged in and want to use a specific for Softwarephone operation you must configure it in the "USB Configuration | USB device" droplist.
The column on the right shows the actual values

[[Image:usercfg-headset-plugged-no-preferred.png]]

Above image shows a default configuration "Headset" with currently a "Sennheiser SC260 .." being plugged in and detected

[[Image:usercfg-headset-plugged-preffered-active.png]]

Above image shows the "Sennheiser SC260 .." configured as the prefered (USB Device) and being active.

Note: If you have configured a specific headset and you don't plug it in but instead another one then this other is fully operational and it stays that way until the prefered one is plugged in, then it becomes the active one.

'''Microphone:'''

The microphone selection.

'''Speaker:'''

The speaker selection

'''Ringer:'''

The Ringing device selection

'''Handsfree:'''

The open listening device selection. The device that plays the incoming audio stream when the speaker button is pressed in myPBX.

'''USB Device:'''

The USB headset selction.

'''USB Map:'''

Legacy for non Jabra, Plantronics and Sennheiser headsets. The codepage selection for the selected usb device. Here one or two choices are presented. If a selection item that refers to the selected USB Device use this. If only “generic HID Telephonie Page” is available you can try to use the headsets button (some headsets support the generic codes)

'''NOTE:''' If the headsets buttons do not work for call control, then call control is solely available through myPbx. Nevertheless the USB headset can be used as the audio-in/output device.

== '''[Tab:„Application“]''' ==

Admin mode Application configuration.

[[Image:swphone_application.jpg]]

Application Run Mode, Application Priority: see „User Configuration“

'''Application Run Mode:'''

* Manual: SoftwarePhone needs to be started manually
* Login: SoftwarePhone will be started when the user logs in (don't set this option if myPBX Launcher have option "Run Softwarephone" in the same PC).

'''Application Priority:'''
* Normal: As every standard Windows Process. Sufficient in almost all cases
* High: Elevated Priority.

'''Register Mode:'''
* Default: Registration modes like the HW phones.

'''NOTE:''' Anonymous registration might not work in all environments, especially those that prevent multicasts. For example, when using SoftwarePhone over a vpn connection ensure that multicast forwarding is guaranteed. Also, if a virtual machine is running on the same computer it might prevent
multicasts being sent on the LAN.

* Computername:
The best way for registering SoftwarePhone at the PBX. It uses the computername as it is visible on the LAN. The computername is determined by SoftwarePhone and the appropriate parameters are set for the “Phone” modul. This configuration appears in the field “Name” under the “Phone” tab (Example for computer„LBU-VOSTRO-W7“ ):

[[Image:swphone_registration.jpg]]

== '''[Tab:"Audio”]:''' ==

Admin mode Audio configuration. Items see „Audio and USB Configuration“

== '''[Tab:“USB”]:''' ==

Admin mode Audio configuration. Items see „Audio and USB Configuration“

= Rollout =

Especially in larger installations it is desirable to have a mechanism for automatic configuration of the SoftwarePhones. This can be accomplished in the following way:

SoftwarePhones installation package (softwarephone .msi)can be parametrized by creating an [http://support.microsoft.com/kb/255905/en-us Orca MSI database editor] transform with the parameters:
URL and POLL. Theses parameters are entered in the “Property” table

[[Image:download_orca.jpg]]

Saving Embedded Streams

By default, when saving a database to a new file with File and Save As…, Orca does not copy streams that are embedded in the database but not a member of any table. Select Copy embedded streams during 'Save As' to save streams to the new file when saving a database using the File with the Save As… option.

[[Image:orca_openfile.jpg]]

[[Image:orca_addrows.jpg]]

[[Image:orca_rows_content.jpg]]

[[Image:orca_savefile.jpg]]

It is recommended that the “POLL” value be set to “1” (shortest time: 1minute).
When SoftwarePhone is installed with the transform it starts, waits 1 min (poll period) then accesses the script file specified in the “POLL” parameter and executes the commands therein.
To register SoftwarePhone with the computername at the PBX the script file should look as follows (example showing the PBX @ “192.168.178.22” with the identifier „IP800-06-25-6e” :

…
#set the PBX @ and Identifier
config change PHONE SIG /prot H323 /gk-addr 192.168.178.22 /gk-id IP800-06-25-6e

#register with computername
mod cmd APP0 app-set /op OK /reg_mode ComputerName

#reset the automatic configuration update
config add UP1 /url

#reset SoftwarePhone and apply config
reset

Another method to provide configurations to the installed SoftwarePhone s is preparing a configuration template by configuring one SoftwarePhone entity, then using the generated “swphone_commands.cfg” file in the <users roaming directory >\innovaphone\SoftwarePhone
as the template, copying it to the update location and using it in the script file:

#invoke configuration template
mod cmd UP0 cfg <update directory location>/swphone_commands.cfg

This method is particularly helpful when many USB headset of the same type are used.

= Setting QoS =
See [[Howto:Softphone recommended settings]].

= Supported USB headsets =

The following USB headsets are supported for onhook/offhook functionality:

All Jabra, Plantronics and Sennheiser headsets that are supported by these vendors SDKs. Please check their
sites for more information.

= Troubleshooting Connectivity Problems =

If you experience problems with softwarephone attaching to the PBX or not being able to make calls please check the following:

* '''check in the “Phone” tab whether the state is “up”'''

* '''check in the “General” tab if License is “Valid”'''

* '''Start a command window as Administrator and issue a "netstat –a –b > swphone_netstat.txt"'''

In the “swphone_netstat.txt” file search for “1720”. There should be an entry like this:

'''''TCP 0.0.0.0:1720 LBU-VOSTRO-W7:0 LISTENING'''''
'''[softwarephone.exe].'''

Please search for other occurances of “'''1720'''” to ensure that no other processes listen to this port.

* '''Make a softwarephone trace to see if the packets are received by softwarephone'''

In the “Maintenance” tab “Tracing” enable “'''H.323 Signaling'''”, “'''Phone'''” and “'''All TCP/UDP Traffic'''”. Then try to make the call. In the resulting trace you should see the events like the following:

'''''0:0103:337:3 - RECV RESULT[](662 from pla(192.168.178.22:60003) type: 1)
0:0103:337:3 - PHONE_LISTEN.1 -> PHONE_REG.1 : SIG_SETUP faststart=3ac8bec cmd=PROPOSAL cdpn=400'''''

If these events are no present in the trace it could be that the firewall settings prevent some of softwarephone’s functions. This could be the Firewall.

* '''Check the firewall settings for softwarephone'''

Please open the “System Administration\Windows-Firewall\Allow Program.. Ensure that softwarephone is enabled on the required interfaces. If this doesn’t solve the problem then temporaryly disable the firewall completely and try again.
Now even with the firewall disabled there could be some other security software that causes the problem. To find out if packets to the “h323hostcall” port (1720) are filtered by the firewall you can use the commands “'''netsh wfp capture start'''” to start a trace of the test and “'''netsh wfp capture stop'''” to stop the trace. The trace is written into the file: “'''wfpdiag.cab'''” . Extract the file: “'''wfpdiag.xml'''”. In this file search for “1720”. If the packet is filtered by the firewall an entry like the following can be found:

<netEvent>
<header>
<timeStamp>2013-11-05T11:20:27.367Z</timeStamp>
<flags numItems="8">
<item>FWPM_NET_EVENT_FLAG_IP_PROTOCOL_SET</item>
<item>FWPM_NET_EVENT_FLAG_LOCAL_ADDR_SET</item>
<item>FWPM_NET_EVENT_FLAG_REMOTE_ADDR_SET</item>
<item>FWPM_NET_EVENT_FLAG_LOCAL_PORT_SET</item>
<item>FWPM_NET_EVENT_FLAG_REMOTE_PORT_SET</item>
<item>FWPM_NET_EVENT_FLAG_APP_ID_SET</item>
<item>FWPM_NET_EVENT_FLAG_USER_ID_SET</item>
<item>FWPM_NET_EVENT_FLAG_IP_VERSION_SET</item>
</flags>
<ipVersion>FWP_IP_VERSION_V4</ipVersion>
<ipProtocol>6</ipProtocol>
'''<localAddrV4>192.168.178.21</localAddrV4>'''
'''<remoteAddrV4>192.168.178.22</remoteAddrV4>'''
<localPort>'''1720'''</localPort>
<remotePort>60007</remotePort>
<scopeId>0</scopeId>
<appId>
<data> …</data>
<asString>...</asString>
</appId>
<userId>S-1-5-21-3364624427-3176291796-194291593-006</userId>
</header>
<type>FWPM_NET_EVENT_TYPE_CLASSIFY_DROP</type>
<classifyDrop>
<filterId>105267</filterId>
<layerId>44</layerId>
<reauthReason>0</reauthReason>
<originalProfile>2</originalProfile>
<currentProfile>2</currentProfile>
</classifyDrop>
</netEvent>

where the

<localAddrV4>192.168.178.21</localAddrV4>

and the

<remoteAddrV4>192.168.178.22</remoteAddrV4>

should be your computers and the PBX’s @.

* Check if the setup from the PBX is received at the local computer and what happens with it

Sometimes, Antivirus Packages can implement their own network access policy. This can result in a h323 release complete with cause “User Busy” to an incoming Setup from the PBX before any other softwarephone is reached. To see which process Sends/Receives the packets in a flow you can use the “netmon”, Microsofts free Packet tracer.

= How to obtain debug traces of softwarephone using icollect =

Included in the installation path (C:\Program Files (x86)\innovaphone\SoftwarePhone) there is a tool called '''icollect.exe'''(accessible via start menu entry). After we reproduce a problem we can run this tool to generate debug files that are saved in the roaming folder (C:\Users\<User>\AppData\Roaming\innovaphone) as "debug-info.zip".

Before you reproduce the problem, please enable the ''File Trace'' flag at "http://localhost:10006/debug.xml" and set the appropriate trace flags:

Which flags for which problem:

; Softwarephone looses registration at PBX: H.323/RAS, H.323/H.225, H.323/H.245
; Call setup phase: Signalling, H.323/RAS, H.323/H.225, H.323/H.245
; Audio problems: Signalling, H.323/ICE, H.323/DTLS, DSP trace, DSP Audiochannel. Please enable "DSP Audiocapture" only if specifically asked by innovaphone since it captures the complete audio stream and thus can generates huge files on the HD
; Headset button problems: Signalling, KEYS

'''NOTE: Please when providing a crash dump captured by icollect always use the latest SR (service release) of the softwarephone. Don't send us crash dumps of older versions since this will just take more time/effort to be analysed by our developer team.'''

== Important files for support in the debug-info.zip==
* '''trace.txt''' -> Trace File, created when '''File Trace''' is activated in debug.xml. Also contains version number (to find it, search for Build: )
* '''swphone_config.cfg''' -> one part of the config, can be used to check trace-flags.
* '''swphone_commands.cfg''' -> second part of the config, can be used to check trace-flags. Also contains version number
* '''dmp'''-file: named innovaphone '''SoftwarePhone#[version]#[id].dmp''' contains crash dump
** if crash without dmp file, '''StartTrace.txt''' contains trace of swphone start
* '''Wave-in/Wave-out''': created when DSP & DSP Audiochannel & DSP Audiocapture are activated.

=Known Issue=

=== G.711 only and G729 Optional===
The software phone does support G.711 and Opus codec only, no G.723 or G.722.
Optionally we can use G729 if G729 Channel licenses are present and available on the PBX.

===Another program is blocking the softphone===

Another program (e.g XCAPI) might be listening on tcp port 1720 as well. If you want to use both programs simultaneously you can change the signaling port of the softphone to another port like 1721.

<nowiki>http://localhost/!config add PHONE SIG /ep-addr 0.0.0.0:1721</nowiki>

If you want to find out which program is listening on which port we recommend using a little tool called TCP View. You’ll find it here:

http://technet.microsoft.com/en-us/sysinternals/bb897437.aspx

=== No license obtained from PBX if SIP Protocol is used===

When using Innovaphone softwarephone with SIP Protocol no license it's obtained from the PBX. It's necessary to use H.323 always.

=== Headset Basestation doesn't Ring ===

Often it's reported that the Basestation of Wireless Headsets doesn't Ring on incoming call, this is a feature that is missing and there exist already a Feature Request for it - [[Support:DVL-Feature_Requests#Alerting_on_Wireless_headset_base_also | Alerting on Wireless headset base also]] .

=== Windows Volume lowers automatically when receiving a call ===

The volume can be set for swphone exclusively by the Windows mixer. It appears in the mixer because it has a Audio stream Interface to the Windows Audio System, but no way adjust the volume by itself. When such an effect occurs it is best to check the Windows configuration: if it is set to Change volume for applications when certain Events occur:

[http://superuser.com/questions/74116/windows-7-lowers-applications-volume-automatically Windows 7 lowers applications' volume automatically]

=== H.323/TLS Connection not Trusted by Default ===

Please check the [[Reference11r1:Concept_H.323_over_TCP/TLS_(H.460.17)#Known_Issues|H.323/TLS Known Issues article]].

=== Softwarephone does not work on Terminal Server ===
The software phone can only run once on a single system. This also implies that it does not work for terminals server systems such as e.g. Citrix, as only the first client session running on a server would be able to start a software phone. Furthermore, multiple RTP streams would impose quit a bit of load on the server.

Reference12r2:Concept Softwarephone

2018-03-08T07:30:45Z

Lbu: /* '''[Tab:"Audio”]:''' */

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

= General =

Innovaphone SoftwarePhone is the implementation of innovaphones HW phones software as a Windows process. So all the features native to the hardwarephones are present in SoftwarePhone as well. SoftwarePhone has no UI, it is operated via myPBX or 3rd Party CTI client (ex: Estos Procall).

=System Requirements=
The innovaphone SoftwarePhone requires:
*Windows 7 or later.
*Innovaphone PBX with SoftwarePhones<v> License.

= Installation =

Prior to installing the 10.00 Version of innovaphone SoftwarePhone an eventually installed 9.00 version must be manually deinstalled. From version 10.00 to 12r1 subsequent releases can be updated without first deinstalling the older version. From 12r2 on prior versions must be manually deinstalled.
When updating the installation, the previous configuration (if existing) is reused. Otherwise a default configuration is installed.
There are 2 ways to install Softwarephone:

* SetupSWPhone.exe. This is the preferred method if no installation parameters are required. It automatically installs all 3rd party SW to operate the headsets
* softwarephone.msi AND SpokesSDKNativeRuntime.msi. If the Softwarephone installation needs to be parametrized via Orca first install SpokesSDKNativeRuntime.msi, then
softwarephone.msi

The following items are installed:

* SoftwarePhone .exe and related files (dll) in Program files (x86)\innovaphone\SoftwarePhone
* Hid.tbl (the code definitoins of supported USB headsets) in Program files (x86) \innovaphone\SoftwarePhone
* The config files „swphone_config.cfg“ and „swphone_command.cfg” in the User Roaming directory (if no previous configuration is located there, otherwise the old configuration is used, Roaming Directory Location : <drive>:\Users\<User>\AppData\Roaming\innovaphone\SoftwarePhone\)

Installation Process:

* http port 80 ist checked to be available as the SoftwarePhone ’s web configuration port. If not free, a search starting at port 10006 is executed to find a free port. The URL file, containing the configuration servers web @ is adjusted to the determined free port
* SoftwarePhone is startet.

Resetting to defaults:

*Resetting to default configuration could be done by deletiong the config files in the Roaming Directory.

Unattended Installation of softwarephone for ALLUSERS:

*It's possible to install softwarephone for ALLUSERS by using the command:
Msiexec /i softwarephone.msi ALLUSERS=1

= Configuration =

The configuration is opened by selecting “Configuration” from the start menu. A browser connection is opend to the server running as part of SoftwarePhone and the configuration menu is displayed.

Default login is admin/swphone.

The configuration options are the same as for the hardware phones with a few specifics referring to SoftwarePhone running as a Windows process:

* Application
The Applicatons run mode and priority can be set and whether to register with the computers name at the PBX.
* Audio
The desired audio devices can be selected.
* Audio
The Audio –Input, -Output and –Ringing device can be selected.
* USB
Legacy configuration for customers who use a previous installation with a headset other than Jabra, Sennheiser or Plantronics. Headsets from these vendors are handled automatically and need not be configured.

The default credentials are admin / swphone

== '''„Audio and USB Configuration"''' ==

This config GUI is unique in the way that it can only be accessed (right click on the softwarephone icon) from the computer SoftwarePhone is running on. Here the typical End User Configurations are set: Audio and USB-headset parameters.

[[Image:default-usercfg.png]]

Above image shows the default configuration without any headset from vendors Jabra, Plantronics or Sennheiser plugged in. "Headset" in this case means any headset of beforementioned vendors that is detected. Note: The FIRST detected headset will become the active one, if more than 1 headset is plugged in. In case you have more than 1 headset plugged in and want to use a specific for Softwarephone operation you must configure it in the "USB Configuration | USB device" droplist.
The column on the right shows the actual values

[[Image:usercfg-headset-plugged-no-preferred.png]]

Above image shows a default configuration "Headset" with currently a "Sennheiser SC260 .." being plugged in and detected

[[Image:usercfg-headset-plugged-preffered-active.png]]

Above image shows the "Sennheiser SC260 .." configured as the prefered (USB Device) and being active.

Note: If you have configured a specific headset and you don't plug it in but instead another one then this other is fully operational and it stays that way until the prefered one is plugged in, then it becomes the active one.

'''Microphone:'''

The microphone selection.

'''Speaker:'''

The speaker selection

'''Ringer:'''

The Ringing device selection

'''Handsfree:'''

The open listening device selection. The device that plays the incoming audio stream when the speaker button is pressed in myPBX.

'''USB Device:'''

The USB headset selction.

'''USB Map:'''

Legacy for non Jabra, Plantronics and Sennheiser headsets. The codepage selection for the selected usb device. Here one or two choices are presented. If a selection item that refers to the selected USB Device use this. If only “generic HID Telephonie Page” is available you can try to use the headsets button (some headsets support the generic codes)

'''NOTE:''' If the headsets buttons do not work for call control, then call control is solely available through myPbx. Nevertheless the USB headset can be used as the audio-in/output device.

== '''[Tab:„Application“]''' ==

Admin mode Application configuration.

[[Image:swphone_application.jpg]]

Application Run Mode, Application Priority: see „User Configuration“

'''Application Run Mode:'''

* Manual: SoftwarePhone needs to be started manually
* Login: SoftwarePhone will be started when the user logs in (don't set this option if myPBX Launcher have option "Run Softwarephone" in the same PC).

'''Application Priority:'''
* Normal: As every standard Windows Process. Sufficient in almost all cases
* High: Elevated Priority.

'''Register Mode:'''
* Default: Registration modes like the HW phones.

'''NOTE:''' Anonymous registration might not work in all environments, especially those that prevent multicasts. For example, when using SoftwarePhone over a vpn connection ensure that multicast forwarding is guaranteed. Also, if a virtual machine is running on the same computer it might prevent
multicasts being sent on the LAN.

* Computername:
The best way for registering SoftwarePhone at the PBX. It uses the computername as it is visible on the LAN. The computername is determined by SoftwarePhone and the appropriate parameters are set for the “Phone” modul. This configuration appears in the field “Name” under the “Phone” tab (Example for computer„LBU-VOSTRO-W7“ ):

[[Image:swphone_registration.jpg]]

== '''[Tab:"Audio”]:''' ==

Admin mode Audio configuration. Items see „Audio and USB Configuration“

== '''[Tab:“USB”]:''' ==

Admin mode Audio configuration. Items see „User Configuration“

= Rollout =

Especially in larger installations it is desirable to have a mechanism for automatic configuration of the SoftwarePhones. This can be accomplished in the following way:

SoftwarePhones installation package (softwarephone .msi)can be parametrized by creating an [http://support.microsoft.com/kb/255905/en-us Orca MSI database editor] transform with the parameters:
URL and POLL. Theses parameters are entered in the “Property” table

[[Image:download_orca.jpg]]

Saving Embedded Streams

By default, when saving a database to a new file with File and Save As…, Orca does not copy streams that are embedded in the database but not a member of any table. Select Copy embedded streams during 'Save As' to save streams to the new file when saving a database using the File with the Save As… option.

[[Image:orca_openfile.jpg]]

[[Image:orca_addrows.jpg]]

[[Image:orca_rows_content.jpg]]

[[Image:orca_savefile.jpg]]

It is recommended that the “POLL” value be set to “1” (shortest time: 1minute).
When SoftwarePhone is installed with the transform it starts, waits 1 min (poll period) then accesses the script file specified in the “POLL” parameter and executes the commands therein.
To register SoftwarePhone with the computername at the PBX the script file should look as follows (example showing the PBX @ “192.168.178.22” with the identifier „IP800-06-25-6e” :

…
#set the PBX @ and Identifier
config change PHONE SIG /prot H323 /gk-addr 192.168.178.22 /gk-id IP800-06-25-6e

#register with computername
mod cmd APP0 app-set /op OK /reg_mode ComputerName

#reset the automatic configuration update
config add UP1 /url

#reset SoftwarePhone and apply config
reset

Another method to provide configurations to the installed SoftwarePhone s is preparing a configuration template by configuring one SoftwarePhone entity, then using the generated “swphone_commands.cfg” file in the <users roaming directory >\innovaphone\SoftwarePhone
as the template, copying it to the update location and using it in the script file:

#invoke configuration template
mod cmd UP0 cfg <update directory location>/swphone_commands.cfg

This method is particularly helpful when many USB headset of the same type are used.

= Setting QoS =
See [[Howto:Softphone recommended settings]].

= Supported USB headsets =

The following USB headsets are supported for onhook/offhook functionality:

All Jabra, Plantronics and Sennheiser headsets that are supported by these vendors SDKs. Please check their
sites for more information.

= Troubleshooting Connectivity Problems =

If you experience problems with softwarephone attaching to the PBX or not being able to make calls please check the following:

* '''check in the “Phone” tab whether the state is “up”'''

* '''check in the “General” tab if License is “Valid”'''

* '''Start a command window as Administrator and issue a "netstat –a –b > swphone_netstat.txt"'''

In the “swphone_netstat.txt” file search for “1720”. There should be an entry like this:

'''''TCP 0.0.0.0:1720 LBU-VOSTRO-W7:0 LISTENING'''''
'''[softwarephone.exe].'''

Please search for other occurances of “'''1720'''” to ensure that no other processes listen to this port.

* '''Make a softwarephone trace to see if the packets are received by softwarephone'''

In the “Maintenance” tab “Tracing” enable “'''H.323 Signaling'''”, “'''Phone'''” and “'''All TCP/UDP Traffic'''”. Then try to make the call. In the resulting trace you should see the events like the following:

'''''0:0103:337:3 - RECV RESULT[](662 from pla(192.168.178.22:60003) type: 1)
0:0103:337:3 - PHONE_LISTEN.1 -> PHONE_REG.1 : SIG_SETUP faststart=3ac8bec cmd=PROPOSAL cdpn=400'''''

If these events are no present in the trace it could be that the firewall settings prevent some of softwarephone’s functions. This could be the Firewall.

* '''Check the firewall settings for softwarephone'''

Please open the “System Administration\Windows-Firewall\Allow Program.. Ensure that softwarephone is enabled on the required interfaces. If this doesn’t solve the problem then temporaryly disable the firewall completely and try again.
Now even with the firewall disabled there could be some other security software that causes the problem. To find out if packets to the “h323hostcall” port (1720) are filtered by the firewall you can use the commands “'''netsh wfp capture start'''” to start a trace of the test and “'''netsh wfp capture stop'''” to stop the trace. The trace is written into the file: “'''wfpdiag.cab'''” . Extract the file: “'''wfpdiag.xml'''”. In this file search for “1720”. If the packet is filtered by the firewall an entry like the following can be found:

<netEvent>
<header>
<timeStamp>2013-11-05T11:20:27.367Z</timeStamp>
<flags numItems="8">
<item>FWPM_NET_EVENT_FLAG_IP_PROTOCOL_SET</item>
<item>FWPM_NET_EVENT_FLAG_LOCAL_ADDR_SET</item>
<item>FWPM_NET_EVENT_FLAG_REMOTE_ADDR_SET</item>
<item>FWPM_NET_EVENT_FLAG_LOCAL_PORT_SET</item>
<item>FWPM_NET_EVENT_FLAG_REMOTE_PORT_SET</item>
<item>FWPM_NET_EVENT_FLAG_APP_ID_SET</item>
<item>FWPM_NET_EVENT_FLAG_USER_ID_SET</item>
<item>FWPM_NET_EVENT_FLAG_IP_VERSION_SET</item>
</flags>
<ipVersion>FWP_IP_VERSION_V4</ipVersion>
<ipProtocol>6</ipProtocol>
'''<localAddrV4>192.168.178.21</localAddrV4>'''
'''<remoteAddrV4>192.168.178.22</remoteAddrV4>'''
<localPort>'''1720'''</localPort>
<remotePort>60007</remotePort>
<scopeId>0</scopeId>
<appId>
<data> …</data>
<asString>...</asString>
</appId>
<userId>S-1-5-21-3364624427-3176291796-194291593-006</userId>
</header>
<type>FWPM_NET_EVENT_TYPE_CLASSIFY_DROP</type>
<classifyDrop>
<filterId>105267</filterId>
<layerId>44</layerId>
<reauthReason>0</reauthReason>
<originalProfile>2</originalProfile>
<currentProfile>2</currentProfile>
</classifyDrop>
</netEvent>

where the

<localAddrV4>192.168.178.21</localAddrV4>

and the

<remoteAddrV4>192.168.178.22</remoteAddrV4>

should be your computers and the PBX’s @.

* Check if the setup from the PBX is received at the local computer and what happens with it

Sometimes, Antivirus Packages can implement their own network access policy. This can result in a h323 release complete with cause “User Busy” to an incoming Setup from the PBX before any other softwarephone is reached. To see which process Sends/Receives the packets in a flow you can use the “netmon”, Microsofts free Packet tracer.

= How to obtain debug traces of softwarephone using icollect =

Included in the installation path (C:\Program Files (x86)\innovaphone\SoftwarePhone) there is a tool called '''icollect.exe'''(accessible via start menu entry). After we reproduce a problem we can run this tool to generate debug files that are saved in the roaming folder (C:\Users\<User>\AppData\Roaming\innovaphone) as "debug-info.zip".

Before you reproduce the problem, please enable the ''File Trace'' flag at "http://localhost:10006/debug.xml" and set the appropriate trace flags:

Which flags for which problem:

; Softwarephone looses registration at PBX: H.323/RAS, H.323/H.225, H.323/H.245
; Call setup phase: Signalling, H.323/RAS, H.323/H.225, H.323/H.245
; Audio problems: Signalling, H.323/ICE, H.323/DTLS, DSP trace, DSP Audiochannel. Please enable "DSP Audiocapture" only if specifically asked by innovaphone since it captures the complete audio stream and thus can generates huge files on the HD
; Headset button problems: Signalling, KEYS

'''NOTE: Please when providing a crash dump captured by icollect always use the latest SR (service release) of the softwarephone. Don't send us crash dumps of older versions since this will just take more time/effort to be analysed by our developer team.'''

== Important files for support in the debug-info.zip==
* '''trace.txt''' -> Trace File, created when '''File Trace''' is activated in debug.xml. Also contains version number (to find it, search for Build: )
* '''swphone_config.cfg''' -> one part of the config, can be used to check trace-flags.
* '''swphone_commands.cfg''' -> second part of the config, can be used to check trace-flags. Also contains version number
* '''dmp'''-file: named innovaphone '''SoftwarePhone#[version]#[id].dmp''' contains crash dump
** if crash without dmp file, '''StartTrace.txt''' contains trace of swphone start
* '''Wave-in/Wave-out''': created when DSP & DSP Audiochannel & DSP Audiocapture are activated.

=Known Issue=

=== G.711 only and G729 Optional===
The software phone does support G.711 and Opus codec only, no G.723 or G.722.
Optionally we can use G729 if G729 Channel licenses are present and available on the PBX.

===Another program is blocking the softphone===

Another program (e.g XCAPI) might be listening on tcp port 1720 as well. If you want to use both programs simultaneously you can change the signaling port of the softphone to another port like 1721.

<nowiki>http://localhost/!config add PHONE SIG /ep-addr 0.0.0.0:1721</nowiki>

If you want to find out which program is listening on which port we recommend using a little tool called TCP View. You’ll find it here:

http://technet.microsoft.com/en-us/sysinternals/bb897437.aspx

=== No license obtained from PBX if SIP Protocol is used===

When using Innovaphone softwarephone with SIP Protocol no license it's obtained from the PBX. It's necessary to use H.323 always.

=== Headset Basestation doesn't Ring ===

Often it's reported that the Basestation of Wireless Headsets doesn't Ring on incoming call, this is a feature that is missing and there exist already a Feature Request for it - [[Support:DVL-Feature_Requests#Alerting_on_Wireless_headset_base_also | Alerting on Wireless headset base also]] .

=== Windows Volume lowers automatically when receiving a call ===

The volume can be set for swphone exclusively by the Windows mixer. It appears in the mixer because it has a Audio stream Interface to the Windows Audio System, but no way adjust the volume by itself. When such an effect occurs it is best to check the Windows configuration: if it is set to Change volume for applications when certain Events occur:

[http://superuser.com/questions/74116/windows-7-lowers-applications-volume-automatically Windows 7 lowers applications' volume automatically]

=== H.323/TLS Connection not Trusted by Default ===

Please check the [[Reference11r1:Concept_H.323_over_TCP/TLS_(H.460.17)#Known_Issues|H.323/TLS Known Issues article]].

=== Softwarephone does not work on Terminal Server ===
The software phone can only run once on a single system. This also implies that it does not work for terminals server systems such as e.g. Citrix, as only the first client session running on a server would be able to start a software phone. Furthermore, multiple RTP streams would impose quit a bit of load on the server.

Main Page

2017-12-11T13:19:54Z

Lbu: /* Latest News */

__NOTOC__

<div style="margin:0px; margin-right:10px; border:1px solid #58C4C3; background-color:#F4F4F4; padding:0em 1em 0em 1em;">

== before you try to use this wiki ==
[[User:Ckl|ckl]] 09:42, 20 July 2007 (CEST)

To get access '''[[Account_Creation|READ THIS FIRST]]''', make sure you [[Special:Userlogin|log in]] and have [[Account_Creation|your account authorized]].

You may then modify most of the articles and even add new ones. We hope for a rich and useful platform for professional innovaphone users to emerge this way.

To make sure you understand the terms of use, have a quick look at the [[innovaphone-wiki:About | legal stuff]]. But do not waste too much time there! Instead, rather browse through the information provided. There are various hopefully useful links in the sidebar on the left. However, you might as well want to simply search for whatever you are interested in using the search box on the lower left.

== Searching ==
[[User:Ckl|ckl]] 17:39, 7 November 2014 (CET)
Searching in wiki works, but is sometimes cumbersome. However, you can have google do the job for you. Try [https://www.google.de/search?q=site%3Ainnovaphone.com+xml+documentation <code>site:innovaphone.com your search terms</code>] to search the innovaphone sites for matches!

If you still don't find what you are looking for, [mailto:ckl-at-innovaphone-dot-com drop me a message] telling me what's missing!
</div>


<div style="margin:0px; margin-right:10px; margin-top:15px; border:1px solid #58C4C3; background-color:#F4F4F4; padding:0em 1em 0.5em 1em;">



== Latest News ==

[[User:Lbu|Lbu]] 14:19, 11 December 2017 (CET)
[[Support:Firmware V12r2 product/12r2/firmware 12528500 (sr 8) available | Version 12r2 Service Release 8]] is now available from the [http://download.innovaphone.com/ice/12r2#firmware V12r2 download area].

[[User:Afi|Afi]] 16:20, 8 December 2017 (CET)
[[Support:Wireless_Handset_Firmware_and_Management_Software_product/9.00/wireless_100027_%28hotfix11%29_available | Wireless Package hotfix 11]] is now available from the [http://download.innovaphone.com/ice/9.00#wireless V9 download area].

[[User:kwa|kwa]] 14:00, 16 November 2017 (CET)
[[Support:Recording_Build_118000_available | innovaphone Recording SR16 build 118000]] is now available from the [http://download.innovaphone.com/ice/10.00/#recording V10 download area].

[[User:Tac|Tac]] 10:35, 15 November 2017 (CET)
[[Support:Firmware V12r2 product/12r2/firmware 12525600 (sr 7) available | Version 12r2 Service Release 7]] is now available from the [http://download.innovaphone.com/ice/12r2#firmware V12r2 download area].

[[User:Tac|Tac]] 10:35, 15 November 2017 (CET)
[[Support:Firmware V12r1 product/12r1/firmware 12121000 (sr 16) available | Version 12r1 Service Release 16]] is now available from the [http://download.innovaphone.com/ice/12r1#firmware V12r1 download area].

[[User:Tac|Tac]] 10:35, 15 November 2017 (CET)
[[Support:Firmware V11r2 product/11r2/firmware 11370400 (sr 32) available | Version 11r2 Service Release 32]] is now available from the [http://download.innovaphone.com/ice/11r2#firmware V11r2 download area].

[[User:kwa|kwa]] 12:00, 18 October 2017 (CET)
[[Support:Recording_Build_117900_available | innovaphone Recording SR15 build 117900]] is now available from the [http://download.innovaphone.com/ice/10.00/#recording V10 download area].

[[User:kwa|kwa]] 11:00, 16 October 2017 (CEST)
[[Support:IQM_Build_8021600_available | Support:IQM Build 8021600 Hotfix19]] is now available from the [http://download.innovaphone.com/ice/8.00/#iqm V8 download area].

[[User:Teh|teh]] 10:50, 9 October 2017 (CEST)
[[Support:Firmware V12r2 product/12r2/firmware 12523600 (sr 6) available | Version 12r2 Service Release 6]] is now available from the [http://download.innovaphone.com/ice/12r2#firmware V12r2 download area].

[[User:Teh|teh]] 10:50, 9 October 2017 (CEST)
[[Support:Firmware V12r1 product/12r1/firmware 12120300 (sr 15) available | Version 12r1 Service Release 15]] is now available from the [http://download.innovaphone.com/ice/12r1#firmware V12r1 download area].

[[User:Teh|teh]] 10:50, 9 October 2017 (CEST)
[[Support:Firmware V11r2 product/11r2/firmware 11370100 (sr 31) available | Version 11r2 Service Release 31]] is now available from the [http://download.innovaphone.com/ice/11r2#firmware V11r2 download area].

[[User:Smayoral|sma]] 08:21, 9 October 2017 (CEST)
[[Support:Linux_Application_Platform_100249_product/10.00/linux_10024900_(sr47)_available | Linux Application Platform V10 100249 sr47]] is now available from the [http://download.innovaphone.com/ice/10.00#linux V10 download area].

[[User:Smayoral|sma]] 08:21, 9 October 2017 (CEST)
[[Support:Innovaphone_Reporting_100249_product/10.00/reporting_10024900_(sr47)_available | innovaphone Reporting V10 100249 sr47]] is now available from the [http://download.innovaphone.com/ice/10.00#reporting V10 download area].

[[User:Smayoral|sma]] 08:21, 9 October 2017 (CEST)
[[Support:Innovaphone_Fax_100249_product/10.00/faxserver_10024900_(sr47)_available | innovaphone Fax V10 100249 sr47]] is now available from the [http://download.innovaphone.com/ice/10.00#faxserver V10 download area].

[[User:Smayoral|sma]] 08:21, 9 October 2017 (CEST)
[[Support:Innovaphone_Exchange_Calendar_Connector_100249_product/10.00/exchange_10024900_(sr47)_available | innovaphone Exchange Calendar Connector V10 100249 sr47]] is now available from the [http://download.innovaphone.com/ice/10.00#exchange V10 download area].

[[User:kwa|kwa]] 13:00, 15 September 2017 (CEST)
[[Support:IQM_Build_8021200_available | Support:IQM Build 8021200 Hotfix18]] is now available from the [http://download.innovaphone.com/ice/8.00/#iqm V8 download area].

[[User:Ckl|ckl]] 15:30, 31 August 2017 (CEST)
[[Support:V8 only applications product/8.00/apps 8000059 (hotfix23) available| V8 application package (hotfix 23)]] is now available on the [http://download.innovaphone.com/ice/8.00/#apps V8 download area].

[[User:kwa|kwa]] 11:00, 24 August 2017 (CET)
[[Support:Recording_Build_117800_available | innovaphone Recording SR14 build 117800]] is now available from the [http://download.innovaphone.com/ice/10.00/#recording V10 download area].

[[User:Tmo|Tmo]] 08:20, 14 August 2017 (CEST)
[[Support:Firmware V10.00 product/10.00/firmware 10140400 (sr 47) available | Version 10.00 Service Release 47]] is now available from the [http://download.innovaphone.com/ice/10.00#firmware V10 download area].

[[User:Afi|Afi]] 10:30, 26 July 2017 (CEST)
[[Support:V6_only_applications_product/6.00/apps_6000058_available| V6 application package 6000058 ]] is now available on the [http://download.innovaphone.com/ice/6.00/#apps V6 download area].

== New Articles ==
{{Special:Newpages/8,namespace=Howto,namespace=Support,namespace=Reference,namespace=Reference7,namespace=Reference8}}
</div>

<div style="margin:0px; margin-right:10px; margin-top:15px; border:1px solid #58C4C3; background-color:#F4F4F4; padding:0em 1em 0.5em 1em; font-size:1">

== More innovaphone Ressources ==
* [http://www.innovaphone.com Home Page]

* [http://download.innovaphone.com Download Site ]
* [http://my.innovaphone.com my.innovaphone ]
* [http://mantis.innovaphone.com/ Ticketing System ]
* [[Support:What are the Roadmap Documents? | Roadmaps ]]
</div>

Reference12r2:Concept Softwarephone

2017-12-05T14:41:10Z

Lbu:

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

= General =

Innovaphone SoftwarePhone is the implementation of innovaphones HW phones software as a Windows process. So all the features native to the hardwarephones are present in SoftwarePhone as well. SoftwarePhone has no UI, it is operated via myPBX or 3rd Party CTI client (ex: Estos Procall).

=System Requirements=
The innovaphone SoftwarePhone requires:
*Windows 7 or later.
*Innovaphone PBX with SoftwarePhones<v> License.

= Installation =

Prior to installing the 10.00 Version of innovaphone SoftwarePhone an eventually installed 9.00 version must be manually deinstalled. From version 10.00 to 12r1 subsequent releases can be updated without first deinstalling the older version. From 12r2 on prior versions must be manually deinstalled.
When updating the installation, the previous configuration (if existing) is reused. Otherwise a default configuration is installed.
There are 2 ways to install Softwarephone:

* SetupSWPhone.exe. This is the preferred method if no installation parameters are required. It automatically installs all 3rd party SW to operate the headsets
* softwarephone.msi AND SpokesSDKNativeRuntime.msi. If the Softwarephone installation needs to be parametrized via Orca first install SpokesSDKNativeRuntime.msi, then
softwarephone.msi

The following items are installed:

* SoftwarePhone .exe and related files (dll) in Program files (x86)\innovaphone\SoftwarePhone
* Hid.tbl (the code definitoins of supported USB headsets) in Program files (x86) \innovaphone\SoftwarePhone
* The config files „swphone_config.cfg“ and „swphone_command.cfg” in the User Roaming directory (if no previous configuration is located there, otherwise the old configuration is used, Roaming Directory Location : <drive>:\Users\<User>\AppData\Roaming\innovaphone\SoftwarePhone\)

Installation Process:

* http port 80 ist checked to be available as the SoftwarePhone ’s web configuration port. If not free, a search starting at port 10006 is executed to find a free port. The URL file, containing the configuration servers web @ is adjusted to the determined free port
* SoftwarePhone is startet.

Resetting to defaults:

*Resetting to default configuration could be done by deletiong the config files in the Roaming Directory.

Unattended Installation of softwarephone for ALLUSERS:

*It's possible to install softwarephone for ALLUSERS by using the command:
Msiexec /i softwarephone.msi ALLUSERS=1

= Configuration =

The configuration is opened by selecting “Configuration” from the start menu. A browser connection is opend to the server running as part of SoftwarePhone and the configuration menu is displayed.

Default login is admin/swphone.

The configuration options are the same as for the hardware phones with a few specifics referring to SoftwarePhone running as a Windows process:

* Application
The Applicatons run mode and priority can be set and whether to register with the computers name at the PBX.
* Audio
The desired audio devices can be selected.
* Audio
The Audio –Input, -Output and –Ringing device can be selected.
* USB
Legacy configuration for customers who use a previous installation with a headset other than Jabra, Sennheiser or Plantronics. Headsets from these vendors are handled automatically and need not be configured.

The default credentials are admin / swphone

== '''„Audio and USB Configuration"''' ==

This config GUI is unique in the way that it can only be accessed (right click on the softwarephone icon) from the computer SoftwarePhone is running on. Here the typical End User Configurations are set: Audio and USB-headset parameters.

[[Image:default-usercfg.png]]

Above image shows the default configuration without any headset from vendors Jabra, Plantronics or Sennheiser plugged in. "Headset" in this case means any headset of beforementioned vendors that is detected. Note: The FIRST detected headset will become the active one, if more than 1 headset is plugged in. In case you have more than 1 headset plugged in and want to use a specific for Softwarephone operation you must configure it in the "USB Configuration | USB device" droplist.
The column on the right shows the actual values

[[Image:usercfg-headset-plugged-no-preferred.png]]

Above image shows a default configuration "Headset" with currently a "Sennheiser SC260 .." being plugged in and detected

[[Image:usercfg-headset-plugged-preffered-active.png]]

Above image shows the "Sennheiser SC260 .." configured as the prefered (USB Device) and being active.

Note: If you have configured a specific headset and you don't plug it in but instead another one then this other is fully operational and it stays that way until the prefered one is plugged in, then it becomes the active one.

'''Microphone:'''

The microphone selection.

'''Speaker:'''

The speaker selection

'''Ringer:'''

The Ringing device selection

'''Handsfree:'''

The open listening device selection. The device that plays the incoming audio stream when the speaker button is pressed in myPBX.

'''USB Device:'''

The USB headset selction.

'''USB Map:'''

Legacy for non Jabra, Plantronics and Sennheiser headsets. The codepage selection for the selected usb device. Here one or two choices are presented. If a selection item that refers to the selected USB Device use this. If only “generic HID Telephonie Page” is available you can try to use the headsets button (some headsets support the generic codes)

'''NOTE:''' If the headsets buttons do not work for call control, then call control is solely available through myPbx. Nevertheless the USB headset can be used as the audio-in/output device.

== '''[Tab:„Application“]''' ==

Admin mode Application configuration.

[[Image:swphone_application.jpg]]

Application Run Mode, Application Priority: see „User Configuration“

'''Application Run Mode:'''

* Manual: SoftwarePhone needs to be started manually
* Login: SoftwarePhone will be started when the user logs in (don't set this option if myPBX Launcher have option "Run Softwarephone" in the same PC).

'''Application Priority:'''
* Normal: As every standard Windows Process. Sufficient in almost all cases
* High: Elevated Priority.

'''Register Mode:'''
* Default: Registration modes like the HW phones.

'''NOTE:''' Anonymous registration might not work in all environments, especially those that prevent multicasts. For example, when using SoftwarePhone over a vpn connection ensure that multicast forwarding is guaranteed. Also, if a virtual machine is running on the same computer it might prevent
multicasts being sent on the LAN.

* Computername:
The best way for registering SoftwarePhone at the PBX. It uses the computername as it is visible on the LAN. The computername is determined by SoftwarePhone and the appropriate parameters are set for the “Phone” modul. This configuration appears in the field “Name” under the “Phone” tab (Example for computer„LBU-VOSTRO-W7“ ):

[[Image:swphone_registration.jpg]]

== '''[Tab:"Audio”]:''' ==

Admin mode Audio configuration. Items see „User Configuration“

== '''[Tab:“USB”]:''' ==

Admin mode Audio configuration. Items see „User Configuration“

= Rollout =

Especially in larger installations it is desirable to have a mechanism for automatic configuration of the SoftwarePhones. This can be accomplished in the following way:

SoftwarePhones installation package (softwarephone .msi)can be parametrized by creating an [http://support.microsoft.com/kb/255905/en-us Orca MSI database editor] transform with the parameters:
URL and POLL. Theses parameters are entered in the “Property” table

[[Image:download_orca.jpg]]

Saving Embedded Streams

By default, when saving a database to a new file with File and Save As…, Orca does not copy streams that are embedded in the database but not a member of any table. Select Copy embedded streams during 'Save As' to save streams to the new file when saving a database using the File with the Save As… option.

[[Image:orca_openfile.jpg]]

[[Image:orca_addrows.jpg]]

[[Image:orca_rows_content.jpg]]

[[Image:orca_savefile.jpg]]

It is recommended that the “POLL” value be set to “1” (shortest time: 1minute).
When SoftwarePhone is installed with the transform it starts, waits 1 min (poll period) then accesses the script file specified in the “POLL” parameter and executes the commands therein.
To register SoftwarePhone with the computername at the PBX the script file should look as follows (example showing the PBX @ “192.168.178.22” with the identifier „IP800-06-25-6e” :

…
#set the PBX @ and Identifier
config change PHONE SIG /prot H323 /gk-addr 192.168.178.22 /gk-id IP800-06-25-6e

#register with computername
mod cmd APP0 app-set /op OK /reg_mode ComputerName

#reset the automatic configuration update
config add UP1 /url

#reset SoftwarePhone and apply config
reset

Another method to provide configurations to the installed SoftwarePhone s is preparing a configuration template by configuring one SoftwarePhone entity, then using the generated “swphone_commands.cfg” file in the <users roaming directory >\innovaphone\SoftwarePhone
as the template, copying it to the update location and using it in the script file:

#invoke configuration template
mod cmd UP0 cfg <update directory location>/swphone_commands.cfg

This method is particularly helpful when many USB headset of the same type are used.

= Setting QoS =
See [[Howto:Softphone recommended settings]].

= Supported USB headsets =

The following USB headsets are supported for onhook/offhook functionality:

All Jabra, Plantronics and Sennheiser headsets that are supported by these vendors SDKs. Please check their
sites for more information.

= Troubleshooting Connectivity Problems =

If you experience problems with softwarephone attaching to the PBX or not being able to make calls please check the following:

* '''check in the “Phone” tab whether the state is “up”'''

* '''check in the “General” tab if License is “Valid”'''

* '''Start a command window as Administrator and issue a “netstat –a –b > swphone_netstat.txt'''

In the “swphone_netstat.txt” file search for “1720”. There should be an entry like this:

'''''TCP 0.0.0.0:1720 LBU-VOSTRO-W7:0 LISTENING'''''
'''[softwarephone.exe].'''

Please search for other occurances of “'''1720'''” to ensure that no other processes listen to this port.

* '''Make a softwarephone trace to see if the packets are received by softwarephone'''

In the “Maintenance” tab “Tracing” enable “'''H.323 Signaling'''”, “'''Phone'''” and “'''All TCP/UDP Traffic'''”. Then try to make the call. In the resulting trace you should see the events like the following:

'''''0:0103:337:3 - RECV RESULT[](662 from pla(192.168.178.22:60003) type: 1)
0:0103:337:3 - PHONE_LISTEN.1 -> PHONE_REG.1 : SIG_SETUP faststart=3ac8bec cmd=PROPOSAL cdpn=400'''''

If these events are no present in the trace it could be that the firewall settings prevent some of softwarephone’s functions. This could be the Firewall.

* '''Check the firewall settings for softwarephone'''

Please open the “System Administration\Windows-Firewall\Allow Program.. Ensure that softwarephone is enabled on the required interfaces. If this doesn’t solve the problem then temporaryly disable the firewall completely and try again.
Now even with the firewall disabled there could be some other security software that causes the problem. To find out if packets to the “h323hostcall” port (1720) are filtered by the firewall you can use the commands “'''netsh wfp capture start'''” to start a trace of the test and “'''netsh wfp capture stop'''” to stop the trace. The trace is written into the file: “'''wfpdiag.cab'''” . Extract the file: “'''wfpdiag.xml'''”. In this file search for “1720”. If the packet is filtered by the firewall an entry like the following can be found:

<netEvent>
<header>
<timeStamp>2013-11-05T11:20:27.367Z</timeStamp>
<flags numItems="8">
<item>FWPM_NET_EVENT_FLAG_IP_PROTOCOL_SET</item>
<item>FWPM_NET_EVENT_FLAG_LOCAL_ADDR_SET</item>
<item>FWPM_NET_EVENT_FLAG_REMOTE_ADDR_SET</item>
<item>FWPM_NET_EVENT_FLAG_LOCAL_PORT_SET</item>
<item>FWPM_NET_EVENT_FLAG_REMOTE_PORT_SET</item>
<item>FWPM_NET_EVENT_FLAG_APP_ID_SET</item>
<item>FWPM_NET_EVENT_FLAG_USER_ID_SET</item>
<item>FWPM_NET_EVENT_FLAG_IP_VERSION_SET</item>
</flags>
<ipVersion>FWP_IP_VERSION_V4</ipVersion>
<ipProtocol>6</ipProtocol>
'''<localAddrV4>192.168.178.21</localAddrV4>'''
'''<remoteAddrV4>192.168.178.22</remoteAddrV4>'''
<localPort>'''1720'''</localPort>
<remotePort>60007</remotePort>
<scopeId>0</scopeId>
<appId>
<data> …</data>
<asString>...</asString>
</appId>
<userId>S-1-5-21-3364624427-3176291796-194291593-006</userId>
</header>
<type>FWPM_NET_EVENT_TYPE_CLASSIFY_DROP</type>
<classifyDrop>
<filterId>105267</filterId>
<layerId>44</layerId>
<reauthReason>0</reauthReason>
<originalProfile>2</originalProfile>
<currentProfile>2</currentProfile>
</classifyDrop>
</netEvent>

where the

<localAddrV4>192.168.178.21</localAddrV4>

and the

<remoteAddrV4>192.168.178.22</remoteAddrV4>

should be your computers and the PBX’s @.

* Check if the setup from the PBX is received at the local computer and what happens with it

Sometimes, Antivirus Packages can implement their own network access policy. This can result in a h323 release complete with cause “User Busy” to an incoming Setup from the PBX before any other softwarephone is reached. To see which process Sends/Receives the packets in a flow you can use the “netmon”, Microsofts free Packet tracer.

= How to obtain debug traces of softwarephone using icollect =

Included in the installation path (C:\Program Files (x86)\innovaphone\SoftwarePhone) there is a tool called '''icollect.exe'''(accessible via start menu entry). After we reproduce a problem we can run this tool to generate debug files that are saved in the roaming folder (C:\Users\<User>\AppData\Roaming\innovaphone) as "debug-info.zip".

Please enable the "File Trace" flag at "http://localhost:10006/debug.xml" and set the appropriate trace flags:

Problem: Flags

Softwarephone looses registration at PBx: H.323/RAS, H.323/H.225, H.323/H.245
Call setup phase: Signalling, H.323/RAS, H.323/H.225, H.323/H.245
Audio problems: Signalling, H.323/ICE, H.323/DTLS, DSP trace, DSP Audiochannel. Please enable "DSP Audiocapture" only if specifically aske by innovaphone since it captures the complete audio stream and thus can generates huge files on the HD
Headset button problems: Signalling, KEYS

This is necessary when reporting a bug/problem with innovaphone softwarephone v11 and up.

'''NOTE: Please when providing a crash dump captured by icollect always use the latest SR (service release) of the softwarephone. Don't send us crash dumps of older versions since this will just take more time/effort to be analyzed by our developer team.'''

=Known Issue=

=== G.711 only and G729 Optional===
The software phone does support G.711 and Opus codec only, no G.723 or G.722.
Optionally we can use G729 if G729 Channel licenses are present and available on the PBX.

===Another program is blocking the softphone===

Another program (e.g XCAPI) might be listening on tcp port 1720 as well. If you want to use both programs simultaneously you can change the signaling port of the softphone to another port like 1721.

<nowiki>http://localhost/!config add PHONE SIG /ep-addr 0.0.0.0:1721</nowiki>

If you want to find out which program is listening on which port we recommend using a little tool called TCP View. You’ll find it here:

http://technet.microsoft.com/en-us/sysinternals/bb897437.aspx

=== No license obtained from PBX if SIP Protocol is used===

When using Innovaphone softwarephone with SIP Protocol no license it's obtained from the PBX. It's necessary to use H.323 always.

=== Headset Basestation doesn't Ring ===

Often it's reported that the Basestation of Wireless Headsets doesn't Ring on incoming call, this is a feature that is missing and there exist already a Feature Request for it - [[Support:DVL-Feature_Requests#Alerting_on_Wireless_headset_base_also | Alerting on Wireless headset base also]] .

=== Windows Volume lowers automatically when receiving a call ===

The volume can be set for swphone exclusively by the Windows mixer. It appears in the mixer because it has a Audio stream Interface to the Windows Audio System, but no way adjust the volume by itself. When such an effect occurs it is best to check the Windows configuration: if it is set to Change volume for applications when certain Events occur:

[http://superuser.com/questions/74116/windows-7-lowers-applications-volume-automatically Windows 7 lowers applications' volume automatically]

=== H.323/TLS Connection not Trusted by Default ===

Please check the [[Reference11r1:Concept_H.323_over_TCP/TLS_(H.460.17)#Known_Issues|H.323/TLS Known Issues article]].

=== Softwarephone does not work on Terminal Server ===
The software phone can only run once on a single system. This also implies that it does not work for terminals server systems such as e.g. Citrix, as only the first client session running on a server would be able to start a software phone. Furthermore, multiple RTP streams would impose quit a bit of load on the server.