Administration/Configuration and Users Guide

Version 2.2 January 2010

2006-2010 i9 Technologies

Table of Contents
Server Introduction....................................................................................................................................5 FreePBX / Trixbox Installation.............................................................................................................5 Server System Requirements............................................................................................................5 Server Installation.............................................................................................................................5 Asterisk Server Installation...................................................................................................................6 Server System Requirements............................................................................................................6 Server Installation.............................................................................................................................6 FreePBX Module Administration..............................................................................................................8 Configuration.........................................................................................................................................8 iSymphony Module Page..................................................................................................................8 Extension Page................................................................................................................................10 Queue Page.....................................................................................................................................11 Conference Room Page .................................................................................................................11 Administration..........................................................................................................................................11 Server Configuration...........................................................................................................................11 Location Configuration.......................................................................................................................12 Tenant Configuration...........................................................................................................................14 License Installation..............................................................................................................................15 Extension Configuration......................................................................................................................16 Profile Configuration...........................................................................................................................17 Queue Configuration...........................................................................................................................18 Conference Room Configuration........................................................................................................19 Status Configuration............................................................................................................................20 Multi-Tenant Configuration.................................................................................................................20 Updating...................................................................................................................................................21 Automated.......................................................................................................................................21 Manual............................................................................................................................................21 Permissions..............................................................................................................................................22 Default.................................................................................................................................................22 Groups.................................................................................................................................................22 Overrides.............................................................................................................................................23 Permission Glossary............................................................................................................................23 My Extension Permissions.............................................................................................................23 Extension Permissions....................................................................................................................24 Parking Lot Permissions.................................................................................................................25 Queue Permissions.........................................................................................................................26 Conference Room Permissions.......................................................................................................26

Client Introduction...................................................................................................................................27 Client System Requirements.................................................................................................................27 Client Installation.....................................................................................................................................27 Windows..............................................................................................................................................27 Linux and MacOS...............................................................................................................................27 Profiles.....................................................................................................................................................27 Windows...................................................................................................................................................28 Layout..................................................................................................................................................28 Fast Views.......................................................................................................................................29 Tables...................................................................................................................................................29 Profile Navigator.................................................................................................................................30 My Extensions.....................................................................................................................................30 Call Status.......................................................................................................................................30 Setting Presence and Away Notes...................................................................................................31 Agent login and pausing.................................................................................................................31 Extensions...........................................................................................................................................31 Extension Searching and Sorting....................................................................................................31 Barging...........................................................................................................................................32 Recording........................................................................................................................................32 Email and Chat...............................................................................................................................32 Held Calls............................................................................................................................................32 Parked Calls.........................................................................................................................................32 Queues.................................................................................................................................................33 Statistics..........................................................................................................................................33 Queue Detail...................................................................................................................................33 Agent Detail....................................................................................................................................33 Conference Rooms..............................................................................................................................34 Entering and Inviting......................................................................................................................34 User Control...................................................................................................................................34 Temporary Conference Rooms.......................................................................................................34 Extension Directories..........................................................................................................................35 Voice Mail...........................................................................................................................................36 Listen to and Share Voice Mail.......................................................................................................36 Forwarding, Moving, and Deleting Voice Mail..............................................................................36 Call History.........................................................................................................................................37 Call Control..............................................................................................................................................37 Originating...........................................................................................................................................37 Transferring.........................................................................................................................................38 Views........................................................................................................................................................38 Call Pop ups.............................................................................................................................................39 Caller Id...............................................................................................................................................39 CRM Integration..................................................................................................................................39

URL Pop up....................................................................................................................................40 Application Pop up.........................................................................................................................40 Extension View........................................................................................................................................40 Box Size..............................................................................................................................................40 List Type..............................................................................................................................................40 Chat Options............................................................................................................................................40 For Additional Help.................................................................................................................................41 Errata........................................................................................................................................................41

iSymphony Guide

Server Introduction
This guide describes the installation process of the i9 Technologies iSymphony Server software version 2.2 and greater. The installation section has been separated into several sections depending on what you're installing iSymphony on.

FreePBX / Trixbox Installation

Server System Requirements

Asterisk 1.4 or higher FreePBX v2.5 or higher FreePBX Asterisk API module v2.5.0.2 or higher Sun Java JRE v1.5 or higher. [http://java.sun.com] iSymphony FreePBX module v1.0.8 or higher

Server Installation

1) Once you have downloaded the iSymphony RPM run the following command to install: rpm -Uvh iSymphonyServer-<version>.rpm 2) Configure the iSymphony installation. iSymphony assumes your Sun Java JRE is located in /usr/java/latest/ by default. If your Sun Java JRE is in a different location you must run the following commands and set the correct path. /opt/isymphony/server/config.sh 3) Start the iSymphony server: /opt/isymphony/server/startup.sh

January 2010

2006-2010 i9 Technologies

5 of 41

iSymphony Guide

4) Verify that ports 50001 and 50003 are not being blocked by any firewall and are forwarded as necessary. If you are running IP Tables (installed and activated by default on PBXIAF) run the following commands on the server CLI in order to open the ports. iptables -L iptables -A INPUT -p tcp -m tcp --dport 50000 -j ACCEPT iptables -A INPUT -p tcp -m tcp --dport 50003 -j ACCEPT service iptables save 5) Login to your FreePBX administrator and click on Module Admin. 6) Verify that you have the Asterisk API module installed under System Administration. If not select Check for updates online at the top of the page and install the Asterisk API module. 7) Click Upload module 8) Specify the location of the iSymphony FreePBX module on your computer and click Upload. 9) Return to the Module Admin and Enable the iSymphony module and click Process. 10) Click Apply Configuration Changes. 11) Asterisk will reload and the iSymphony module will populate the extensions and profiles. This may take some time as the iSymphony configuration is being built.

Asterisk Server Installation

These installation instructions are for a vanilla Asterisk installation.
Server System Requirements

Asterisk 1.4 or higher Sun Java JRE v1.5 or higher. [http://java.sun.com]

Server Installation

1) Once you have downloaded iSymphony you are ready to install it. There are two options, depending if you downloaded the RPM or TARBALL server file.

January 2010

2006-2010 i9 Technologies

6 of 41

iSymphony Guide

If using the RPM: rpm -Uvh iSymphonyServer-<version>.rpm Or if you're using the TAR: tar -xzvf iSymphonyServer-<version>.tar.gz ./install.sh 2) Configure the iSymphony installation. iSymphony assumes your Sun Java JRE is located in /usr/java/latest/ by default. If your Sun Java JRE is in a different location you must run the following commands and set the correct path. /opt/isymphony/server/config.sh 3) Configure Asterisk by including the isymphony.conf file in your Asterisk dial plan. This can be accomplished by adding the following line to the end of your Asterisk extensions.conf file: #include /opt/isymphony/server/isymphony.conf 4) Reload the Asterisk Configuration by either restarting asterisk entirely or using the Asterisk CLI to issue a reload command. 5) Add an entry into /etc/asterisk/manager.conf similar to the following and verify that it contains a permit entry for the IP that the iSymphony server is installed on: [isymphony] secret = mysecret deny=0.0.0.0/0.0.0.0 permit=127.0.0.1/255.255.255.0 read = all write = all 6) If you are using Asterisk 1.6 or higher you must issue a manager reload command on the Asterisk CLI in order for the changes to manager.conf to be applied. 7) Start the iSymphony server:

January 2010

2006-2010 i9 Technologies

7 of 41

iSymphony Guide

/opt/isymphony/server/startup.sh 8) Verify that ports 50001 and 50003 are not being blocked by any firewall and are forwarded as necessary.

FreePBX Module Administration

This administration section is for users that are using the FreePBX module. If you're not using the FreePBX module please refer to the Administration section.

Configuration
When the iSymphony FreePBX module is installed new options will be added to the FreePBX interface. If a specific option is not handled by the FreePBX module you can configure it in the Administration window of the iSymphony Client(See Administration section).
iSymphony Module Page

A new menu item called iSymphony will be added to your FreePBX Configuration menu. This page contains system level configuration options and information. Server Status: Displays the status of the iSymphony Server (Up or Down) Version: Displays the current version and revision number of the server. Reload Performs a internal restart of the iSymphony Server Server: License Licensed To: Displays the person or organization that the license is licensed to.

January 2010

2006-2010 i9 Technologies

8 of 41

iSymphony Guide

Trial Days: The number of trails days left in the license. Clients: The number of client connections that are allowed by the license. Queues: Number of queues that can be monitored in the panel. Activate: Activate a license serial key. Server Settings Admin User Administration interface username (default: admin). Name: Admin Administration interface Password (default: secret). Password: Originate The time in milliseconds that the system will attempt to call Timeout: the originating extension before hanging up during an origination request (default: 30000). Auto Reload: If check the location will reload whenever the Asterisk dial plan is reloaded in order to pickup on changes made to the Asterisk configuration. Enable Page If checked page status will be shown in iSymphony. Status: Global Jabber Settings Host: The host or IP of your Jabber server. Domain: The domain name of your Jabber server (i.e. yourjabberserver.com where users are specified as user@yourjabberserver.com). Resource: Resource that your Jabber users will utilize. (default: iSymphony) Port: The port of your Jabber server (default: 5222). Log Messages: If checked all Jabber conversations will be logged on the January 2010 2006-2010 i9 Technologies 9 of 41

iSymphony Guide

server.
Extension Page

New fields specific to iSymphony will be added to your extension configuration page. These fields contain extension level configuration options. iSymphony Extension Settings Add To If checked this extension will be added to iSymphony. iSymphony: Auto Answer: If checked all originations made from this extension will automatically answer the origination callback. This will only work on phones that support the auto-answer headers. Email The e-mail address for this extension. Address: Cell Phone: The mobile phone number for this extension. iSymphony Jabber Settings Host: Override for global Jabber host. Domain: Override for global Jabber domain. Resource: Override for global Jabber resource. Port: Override for global Jabber port. User Name: The user name used for logging into the Jabber server. Password: The password used for logging into the Jabber server. iSymphony Profile Settings Create Adds a user login profile for this extension in iSymphony. Profile: Profile The password for the profile. Password: January 2010 2006-2010 i9 Technologies 10 of 41

iSymphony Guide

Queue Page

A new field Add To iSymphony will be added to your queue configuration page. If checked this queue will be added to iSymphony.
Conference Room Page

A new field Add To iSymphony will be added to your conference room configuration page. If checked this conference room will be added to iSymphony.

Administration
This administration section is for users that are NOT using the FreePBX module. If you're using the FreePBX module please refer to the FreePBX Module Administration section.

Server Configuration
1) Obtain the iSymphony client from i9 Technologies and install. 2) On first startup of the iSymphony client you will be presented with a wizard giving you two options. Select "Setup administration manager connection". 3) Specify the host or IP on which your iSymphony server is installed. 4) Modify your password to "secret" which is the default administration password. 5) Alternatively you can set up your administration connection as follows. a) Open the admin module configuration screen: Tools Preferences Admin Login Username: admin Password: secret (default) b) Open the "Administration" tab(View->Administration) to configure the iSymphony Server.

Ports

January 2010

2006-2010 i9 Technologies

11 of 41

iSymphony Guide

Client Port: The port the server will listen for client connection on (default: 50000). CLI Port: The port used to interface with the iSymphony CLI (default: 50001). HTTP Port: Port used for distributing updates to clients (default: 50003). Administration Login Username: Administration interface username (default: admin). Password: Administration interface password (default: secret). Update URL: URL of update site. (default: http://www.i9technologies.com/support/internal/updatesites/i symphony). Auto Install If checked update will download and install automatically if Update if new version is found after selecting the Check For Updates Available: button. Else update will be performed step by step. Extension Buttons <Button>: Disables/Enables extension buttons system wide.

Location Configuration
A location is a physical Asterisk server instance. By default iSymphony creates a location with the name default. Upon first login you will need to modify some of the settings within the default location. Expand the Locations and click on default location. General

January 2010

2006-2010 i9 Technologies

12 of 41

iSymphony Guide

Name: Identifier for the location. Admin Set the password used to allow administrators to login to this Password: specific Location. Asterisk Server Connection Host: The hostname or IP address of the Asterisk server. Port: The port for the Asterisk server AMI(default: 5038). Login: The manager login setup in manager.conf. Password: The manager password setup in manager.conf. Configuration Originate The time in milliseconds that the system will attempt to call the Timeout: originating extension before hanging up during an origination request (default: 30000). Reload on dial If check the location will reload whenever the Asterisk dial plan plan reload: is reloaded in order to pickup on changes made to the Asterisk configuration. Force client If checked users in this location will not need to confirm the updates: installation of client updates. Jabber Host: The host or IP of your Jabber server. Domain: The domain name of your Jabber server (i.e. yourjabberserver.com where users are specified as user@yourjabberserver.com). Resource: Resource that your Jabber users will utilize. (default: iSymphony) Port: The port of your Jabber server (default: 5222).

January 2010

2006-2010 i9 Technologies

13 of 41

iSymphony Guide

Mask jabber If checked Jabber conversations will display the configured usernames profile name instead of the Jabber username in the iSymphony with profile client. name: Log messages: If checked all Jabber conversations will be logged on the server. Voicemail Directory: Path to voice mail files (default: /var/spool/asterisk/voicemail). FreePBX Mode Enabled: If checked all extension->peer mappings will be automatically pulled from the FreePBX Asterisk database entries. The server will also listen for Device User Mode events in order track the dynamic extension->peer mappings.

Tenant Configuration
By default iSymphony creates a tenant with the name default. Upon first login you will need to modify some of the settings within the default tenant. Expand the tenants and click on default tenant. General Name: Tenant identifier as it appears in the peer names. If you are not in a multi-tenant environment this must be set to default. Admin Set the password used to allow administrators to login to this Password: specific tenant. Configuration Originating The context name which calls will be originated from. Context: Redirecting The context name which calls will be redirected by. Context:

January 2010

2006-2010 i9 Technologies

14 of 41

iSymphony Guide

Agent Login Context used for agent callback when logging in a queue Context: dynamically. Music on Hold Your music on hold class specified in musiconhold.conf. Class: Outside Line The digit dialed to reach an outside line. Used to originate calls Number: for the Call History and Voice Mail windows. Page Status Enabled: If checked page status will be shown in iSymphony. Context: Page context used to detect channels that need to be blocked in order to disable page status in iSymphony. Recorded Calls File Name: The mask used to create the file name for the recorded calls. See the code legend for a list of properties you can insert into the file name. File Extension: The extension for the file name. This extension must be a format supported by your Asterisk server. Mix Mode: When checked it will MUX the incoming and outgoing streams of the call that's being recorded when complete. The License Management section will display the current configuration of the tenant's license, even to whom it is licensed. Please refer to the License Installation section for more details.

License Installation
In iSymphony each Location is individually licensed. Whether there's a single tenant or multiple locations with several tenants under each one you will need to click the activate button under the tenant you're attempting to activate. By default the first tenant is named default. To activate a license once you obtain a license key, click the Activate button which is found under each January 2010 2006-2010 i9 Technologies 15 of 41

iSymphony Guide

iSymphony tenant. If adding more clients or queues simply enter the original license key to retrieve an updated license. Using this feature requires Internet connectivity. If iSymphony has trouble contacting the licensing server it creates a license request file(request-r.lic) and it will notify you that you need to send the license file to isymphony-support@i9technologies.com to have it manually generated. The license request file is found under /opt/isymphony/server/lic by default. Once you receive a license from i9 Technologies follow these steps to get it installed. 1. Shut down your iSymphony server (/opt/isymphony/server/shutdown.sh) 2. Copy the license file into /opt/isymphony/sever/lic 3. Open the extensions.xml file in /opt/isymphony/sever/config 4. Look for your <Tenant> tag and modify the "license" attribute to look like license="license.lic". Save the file. 5. Start your iSymphony server (/opt/isymphony/server/startup.sh).

Extension Configuration
Add extensions by right clicking on Extensions and click "New". General Extension: The extension number. Name: The name you wish to appear for the extension. Cell Phone: The mobile phone number for the extension. Email: The e-mail address for the extension. Configuration Peer: The peer name used by Asterisk to access the extension. iSymphony automatically prepends SIP/ to the extension number. This can be changed to ZAP/, IAX/ ect. Alt. If you do not want to utilize the peer value to perform January 2010 2006-2010 i9 Technologies 16 of 41

iSymphony Guide

Origination originations you can set an alternative method here. For Method: example if you want to utilize local channels to perform your originations you can set this to Local/<extension number>. Originating Override for tenant originating context. Context: Redirecting Override for tenant redirecting context. Context: Agent Login Override for tenant agent login context. Context: Agent Login Interface to watch for agent status if different than peer. Interface: Agent Login Penalty to log agents in with (default: 0). Penalty: Music On Override for tenant music on hold class. Hold Class: Auto answer If checked all originations made from this extension will originate automatically answer the origination callback. This will only callback: work on phones that support the auto-answer headers. Voicemail Voice Mail The voicemail box number for the extension. Box: Voice Mail The voicemail box context for the extension. Context: Agents Add: Add agent.conf agent number to list of agents that this extension can log into.

January 2010

2006-2010 i9 Technologies

17 of 41

iSymphony Guide

Remove Remove selected agents from the list. Selected:

Profile Configuration
Profiles are used by iSymphony to allow users to login and manage extensions. Each profile has it's own set of permissions and configuration options. Once setup users can configure their client to access their profile and begin using iSymphony. Login User Name: The user name for the profile Password: The password for the profile. Jabber Host: Override for location Jabber host. Domain: Override for location Jabber domain. Resource: Override for location Jabber resource. Port: Override for location Jabber port. User Name: The user name used for logging into the Jabber server. Password: The password used for logging into the Jabber server. Extensions Extension Specifies which extension belong to this profile(Which List: extension will show up in the My Extensions area). Can View If selected this user will be able to see the Everyone Extension Everyone Directory. Directory:

January 2010

2006-2010 i9 Technologies

18 of 41

iSymphony Guide

Queue Configuration
General Name: The name as it will appear in iSymphony Queue: The name of the queue as represented in Asterisk (queues.conf) Configuration Extension: The extension used to access the queue within Asterisk. This is optional but without it the user will not be able to transfer calls into the queue. Context: The context in which the queue extension resides.

Conference Room Configuration

The area where you set up conference rooms for iSymphony to monitor and display. There are three types of conference rooms; predefined, custom and temporary. Predefined: Custom: A conference room configured via Asterisk's meetme.conf file. Users can join these conferences but the options for the conference room cannot be changed. A room which is configured via an iSymphony administrator. Room options are configured through the administration module which users cannot change.

Temporary: These rooms are created by iSymphony users via the Create Temporary Conference Room button. General Name: The name as it will appear in iSymphony Configuration - Predefined Room The room number as configured in meetme.conf Number: Extension: The extension which rings the conference room. Configured January 2010 2006-2010 i9 Technologies 19 of 41

iSymphony Guide

in extensions.conf. Context: The context to which the extension belongs. Coniguration - Custom Announce Announce number of users currently in the room to a new User Count: user as they enter. Music on Hold Play Music on Hold if there is only one user in the room. for Single User: Exit Room Via Allow users to exit the room by pressing #. (#): Present Room Present a option menu to users when they press *. Menu Via (*): Announce Play notification sound when users enter or exit a room. User Join/Leave: Disable Disable announcement of user names to the room as they Join/Leave enter and exit. Notification: Record: Record the room.

Status Configuration
Custom statuses can be configured which are used by profiles to relay information about their presence to other users. General Name: The name of the status. Type: Status type. Options are Available, Unavailable, and Out. This will determine the user status icon that is displayed. January 2010 2006-2010 i9 Technologies 20 of 41

iSymphony Guide

Multi-Tenant Configuration
iSymphony supports multi-tenant environments via context based routing and a peer naming convention. Each tenant will have it's own context with it's respective name. Once configured, iSymphony will allow individual employees of these tenants to login without seeing the other tenant's extensions. To add a new tenant, with the administration module open, right click on Tenants and click New. You will be presented with all of the options as you would with a normal tenant. Please refer to the Tenant Configuration section of this manual for more details on how to set this up. The tenant name needs to match that of the tenant identifier in the tenant's peer names. For example if your tenant's peers are named SIP/100-mytenant and SIP/200-mytenant the tenant name must be set to mytenant. Also the redirecting and originating contexts must be set to that of the main entry point context for the tenant. For Thirdlane systems this is from-inside-<tenant name>.

Updating
You have two different options for updating your server to the latest version of iSymphony. Upgrades should be performed at a time when the system is not in use to reduce down time. We recommend that the manual update procedure only be used if the automated procedure fails or an automated update is not an option. If using the FreePBX Module make sure to update it to the latest version as well.
Automated

1. Open the iSymphony Client Administration window (See Administration section). 2. Select Server to open your server configuration page. 3. Select Check for Updates button.
Manual

1. Back up all files in /opt/isymphony/server/config. 2. Shutdown the server. /opt/isymphony/server/shutdown.sh

January 2010

2006-2010 i9 Technologies

21 of 41

iSymphony Guide

3. Download and run the new install. If using the RPM: rpm -Uvh iSymphonyServer-<version>.rpm Or if you're using the TAR: tar -xzvf iSymphonyServer-<version>.tar.gz ./install.sh 4. Restore all backed up files to /opt/isymphony/server/config. 5. Restart the server. /opt/isymphony/server/startup.sh 6. New clients can be installed over the old ones.

Permissions
iSymphony allows for granular control over every profile and the actions that they can perform. All permissions are ProfileObject based where an "Object" is the profile's local extensions, a remote extension, the parking lot, a queue, or a conference room. For example you can specify what actions profile "John" can perform on queue "Main Queue". There are three different tiers of permissions. Default, Group, and Override and can be configured in the Server, Permission Group, and Profile configuration pages respectively.

Default
Default permissions are permissions that are used system wide if no other permissions have been specified. These will usually specify the permissions that the majority of the users will be given. These permissions can be accessed in the Server configuration page.

Groups
Permission groups are used to create a set of permissions that will be used by a group of users if they January 2010 2006-2010 i9 Technologies 22 of 41

iSymphony Guide

will be sharing the same permissions. In the permission configuration screen for a group you can specify if you wish to apply these permissions for all objects by selecting the "Apply permissions to all" check box or you can specify unique permissions for specified objects by checking them off in the object list. To add a permission group right click on Permission Groups in the iSymphony Administration window and select New. Group permissions will override default permissions.

Overrides
Overrides allow you to specify unique permissions for a given profile if you do not wish to use the default permissions, the profile doesn't fit in a permission group, or you wish to have a group member's permissions slightly modified from what the group specifies. Configuration of permission overrides are similar to group permissions with the exception that you have to select "Activate" in the permission configuration to utilize them. You can access the Permission Overrides from the profile configuration page in the iSymphony Administration window. Overrides will override both default and group permissions.

Permission Glossary
My Extension Permissions

Call Cell Phone: Allows users to call their local extension's cell phone. Call Voice Mail: Allows users to call their local extension's voice mail. Record: Allows users to record their local extension's calls. Add Extension Directory: Allows users to create new extension directories. Add Temp Conference Rooms: Allows users to create temporary conference rooms. Hold Calls: Allows users place calls on hold. Hangup: Allows users to hangup their local extension's calls via the panel.

January 2010

2006-2010 i9 Technologies

23 of 41

iSymphony Guide

Set User Status: Allows users to set their local extension's availability status. Set User Status Note: Allows users to set their local extension's note in return time. Transfer Call To Voice Mail: Allows users to transfer calls to their local extension's voice mail. Transfer Call To Cell Phone: Allows users to transfer calls to their local extension's cell phone. Mute: Allows users to mute or un-mute their local extension's calls if in a conference room or a barged call. Agent Login: Allows users to log in or out of their local extension's agents. Listen to Voice Mail: Allows users to listen to their voice mail. Delete Voice Mail: Allows users to delete their voice mail. Move Voice Mail: Allows users to move their voice mail to other folders. Pause Member: Allows users to pause themselves in a queue.

Extension Permissions

Call Voice Mail: Allows users to call another extension's voice mail. Transfer Call To Voice Mail: Allows users to transfer calls to another extension's voice mail. Record: Allows users to record another extension's calls. Email: Allows users to email another extension. Barge: Allows users to barge in on another extension's calls.

January 2010

2006-2010 i9 Technologies

24 of 41

iSymphony Guide

Chat: Allows users to initiate a chat session with another extension. View Calls: Allows users to see another extension's call status. Transfer To: Allows users to transfer calls to another extension. Steal Call: Allows users to transfer (steal) calls from another extension. Originate To: Allows users to originate a call to another extension. Call Cell Phone: Allows users to call another extension's cell phone. Transfer Call To Cell Phone: Allows users to transfer calls to another extension's cell phone. Agent Login: Allows users to log another extension in or out of their agents. View Caller ID: Allows users to see another extension's caller ID. Forward Voice Mail To: Allows users to forward voice mail to another extension. Set User Status: Allows users to set the status of another extension. Set User Status Note: Allows users to set the status note and return time of another extension. Pause Member: Allows users to pause another extension in a queue.

Parking Lot Permissions

Park Call: Allows users to park calls. Set Parked Call Note: Allows users to set park call notes.

January 2010

2006-2010 i9 Technologies

25 of 41

iSymphony Guide

Un-park Call: Allows users to take a call out of park.

Queue Permissions

Steal Call: Allows users to dynamically transfer (steal) calls from a queue. Transfer To: Allows users to transfer calls into a queue. Dynamic Login: Allows users to log into a queue dynamically. Display: Allows users to view this queue.

Conference Room Permissions

Steal Call: Allows users to transfer (steal) calls from a conference room. Transfer To: Allows users to transfer calls into a conference room. Originate To: Allows users to originate to or invite other extensions into a conference room. Mute Users: Allows users to mute or un-mute conference room members. Kick Users: Allows users to kick conference room members. Display: Allows users to view this conference room.

January 2010

2006-2010 i9 Technologies

26 of 41

iSymphony Guide

Client Introduction
This guide describes the installation process and i9 Technologies iSymphony Client software.

Client System Requirements

iSymphony Server configured properly with an Asterisk based phone system Sun Java JRE v1.5 or higher. [http://java.sun.com]

Client Installation
Once you have downloaded iSymphony you are ready to install it. Depending on which operating system you're using, installation might vary slightly.

Windows
Execute the iSymphony installation package and follow the on screen installation instructions.

Linux and MacOS

Unpack the tar.gz file and place it in a desired location. Run the iSymphony executable.

Profiles
Upon first execution of the program you will be walked through a setup wizard. When asked what kind of connection you would like to make select Profile. Simply add the iSymphony server information. If you do not see the wizard start the iSymphony client and click on File New Profile. Host: The IP address or hostname of the iSymphony server Port: The port of the iSymphony server. Defaults to 50000 January 2010 2006-2010 i9 Technologies 27 of 41

iSymphony Guide

Location: The location your user name has authorization to sign into. Tenant: The tenant your user name has authorization to sign into. User name: The name of the profile which was created for you by an administrator. If you are using the FreePBX iSymphony Module this will default to the extension number. Password: The password which was created for you by an administrator. If you are using the FreePBX iSymphony Module this will default to secret. By default clients will automatically connect to their profiles. This can be turned off by going to ToolsPreferencesProfiles and unchecking Auto Connect. To connect to the profile when Auto Connect is turned off open the Profile Navigator by clicking View Profile Navigator. Right click on the name of the profile you wish to use and click Connect.

Windows
iSymphony has many features which are organized into several different sections, or windows of the application. Each window has its respective properties which aids in displaying the information to the end user.

Layout
Windows can be: Moved around by clicking and dragging the window tab to another location within the panel. Resized by clicking and dragging window edges. Maximized by double clicking the tab (This will place all other windows in a Fast View). Double click the tab again to normalize the window. Detached from the main panel by right clicking on the window tab and selecting detach. Placed in a Fast View use the minimize button for that window. January 2010 2006-2010 i9 Technologies 28 of 41

iSymphony Guide

Accessed in a Fast View; click the window icon in the Fast View bar. To close the window, click the icon again. Locked by selecting ViewLock/Unlock Perspective.

Fast Views

Fast Views are the ability to minimize a window into an icon for quick retrieval. Once a window is minimized it will shrink into a single icon. These icons can be grouped together and moved to all four sides of the iSymphony application. To access a window from a Fast View simply click on the icon. The window will hover over the other windows. Click the icon again to hide the window again. Removing an icon from a Fast View is accomplished by right clicking on the icon and clicking Close. Furthermore, you can restore a window from a Fast View into a normal window by dragging the icon to the location you prefer. Before letting go of the mouse button you will see an outline where the window will be placed. Move it around until you're pleased with the location.

Tables
There are several areas in iSymphony where information is displayed in a table format. These tables can be customized with several different options to fit your needs. The table options can be modified by selecting the table option icon at the top right hand corner of the table or window that contains the table.

Columns Select which columns will be shown in the table. Font Size Adjust the font size of the table text. Row Height Adjust the height of the table rows. Show Header Show or hide the table header. Show Lines Show or Hhide the table grid lines. Alternate Row Background Color If checked each row background will be alternately colored. Fit Columns To Table When table is resized all columns will be resized to fit the table width. 2006-2010 i9 Technologies 29 of 41

January 2010

iSymphony Guide

Normalize Columns Resize each column to take an equal amount of the total table width. Reset To Default Resets all table settings to default.

Table Columns can also be reordered by clicking and dragging the column headers.

Profile Navigator
The Profile Navigator allows users to control their profiles from a single window. All other windows are accessible from the Profile Navigator. To open a window, double click on the item. A subsequent tree item will be displayed for each profile that exists on that client. Each window will have the profile name appended to it so the user can differentiate between two of the same types of windows. The Profile Navigator can be accessed by going to ViewProfile Navigator.

My Extensions
The My Extensions window shows all extensions that the current profile uses.
Call Status

Call status is represented by the color of the extension boxes.

Grey Phone not registered to this extension. Light Blue Phone registered but idle. Yellow Ringing. Purple Making outgoing call. Dark Blue On the line with an office extension. Green On the line with an outside number. Orange On line with call that came from a queue. 2006-2010 i9 Technologies 30 of 41

January 2010

iSymphony Guide

Setting Presence and Away Notes

To set presence right click on the header of a local extension and select Availability, then select the presence. To set your note, right click on the header of a local extension and select Note. From here you can set a note as well as a date and time for your return. To set the status and note for all my extensions at once use the note button in the header of the my extension window. To view other extensions notes, simply hover over the header of a remote extension. A balloon will pop up with their availability, note, and return time.

Agent login and pausing

To log into or out of an agent or a queue dynamically simply select the agent login button and select the queue or agent you wish to log in or out of. Once logged into and agent or queue you will get a pause and unpause option for each agent and queue you are logged into when you select the agent button. All queues the user can log into will show up in the queue sub menu when you select the agent button. This will log you into a queue via the dynamic method. If you are using agents defined in agents.conf the Agent sub menu will display all agents that the administrator has allowed this extension to log into. You can also login and out other extensions using their agent button.

Extensions
This window shows all other extensions in the system that are not used by this profile.

Extension Searching and Sorting

You can search for a specific remote extension using the search box in the upper right hand corner of your Remote Extensions Area. Here you may type the extension number or name. 2006-2010 i9 Technologies 31 of 41

January 2010

iSymphony Guide

You may sort your extensions in various ways using the sort and direction drop down boxes. You may switch to a specific Extension Directory (explained in the Extension Directory section) using the directory drop down box.

Barging

To barge in on a call click the barge button on the extension or call you wish to barge in on. The barger will automatically be muted but can un-mute/mute themselves with the mute button in the My Extensions area.

Recording

To record a call simply click the record button on the extension/call you wish to record Recorded calls by default are placed in /var/spool/asterisk/monitor.

Email and Chat

If set up you can initiate an email using the email button on remote extensions. If set up you can initiate a chat session with a user by using the chat button on remote extensions.

Held Calls
Held calls that are placed on hold via iSymphony are displayed in the Held Calls window. No other iSymphony user can see anyone else's calls on hold. You can set a note on each held call by selecting the note cell for a specific held call item.

Parked Calls
Parked calls are displayed here. All users will be able to view all parked calls as well as any notes set for them. You can set a note on each parked call by selecting the note cell for a specific parked call item.

January 2010

2006-2010 i9 Technologies

32 of 41

iSymphony Guide

Queues
Queues which iSymphony is monitoring are displayed here. Each queue entry contains live statistical data for the queue.
Statistics

Calls Number of calls currently waiting in queue to be handled by an agent. If a maximum queue size is set this area will also display the current load percentage of the queue. Agents Number of agents currently logged into the queue taking calls. On Call Number of agents currently on a call. Completed Number of calls that were handled by agents in the queue. Abandoned Number of calls that hung up before they reached an agent. Avg. Hold Time The average hold time for calls waiting in queue. Max Calls Maximum number of calls that can be on hold waiting for an agent. Service Level Percentage of calls that were answered in the specified number of seconds. Weight Priority of the queue.

Queue Detail

By double clicking on a queue in the main queue window you can open the Queue Detail window. The Queue Detail window is separated into three different areas.

Statistics Shows statistical data for the queue. Calls Shows all calls currently waiting in the queue along with their position, caller ID, and hold time. Agents Shows all agents currently logged into the queue along with information and statistics about the agent. All drag and drop actions and buttons on the agent entries act in a similar fashion to he extension boxes in the Extensions Window.

Agent Detail

By double clicking an agent entry in the Queue Detail view you can open the Agent Detail window which will display statistical data about the agent along with a list of all calls the agent is currently on. This window will act like an extension box so all drag and drop functionality will act in a similar fashion. January 2010 2006-2010 i9 Technologies 33 of 41

iSymphony Guide

extension in the invite list. When they pick up they will be entered into the room.

The creator of the room can right click on the room and select options to modify the behavior of the room once it has been created. Once you are done with the room right click and select Remove to destroy the room. You will be asked if you would like to remove the users in the room. If you select yes, all users will be kicked from the room and the room will be removed from the list. Otherwise the room will be removed from the list but the users will remain in the room.

Extension Directories
Extension directories are used to group related sets of extensions together so only those extensions will be viewable in your extensions area if selected.

To create an extension directory use the add bar in the Extension Directory area. To add extensions to directories simply click and drag an extension header into the directory to which you wish to add that specific extension. To share your extension directory with other users in the system right click the extension directory and select permissions. A permission window will appear. Use the add user to permission list area to share this directory with that user. Using the check boxes in the permission window you can grant other users the ability to modify that specific directory. Admin permission allows users to modify the permissions and name of that directory as well as allowing that user to remove the directory entirely. Add Ext. allows that user to add extensions to the directory. Remove Ext. allows users to remove 2006-2010 i9 Technologies 35 of 41

January 2010

iSymphony Guide

extensions from the directory. The owner of the directory has all rights to modify the directory.

Voice Mail
The voice mail window allows you to see, listen to, and manage voice mail for your profile's extensions.
Listen to and Share Voice Mail

To listen to a voice mail simply double click the voice mail item or click the Listen To button and a call will be made to your selected originating extension. When you pick up the phone the message will be played back. You can control the playback with the following keys on the phone.

* Fast Forward # Rewind 7 Stop 8 Pause 9 Restart

You can also let another extension listen to a voice mail of your choosing by clicking and dragging the voice mail item to their extension.
Forwarding, Moving, and Deleting Voice Mail

You can forward a voice mail to user by clicking and dragging the voice mail item to their extension's voice mail button. To forward multiple voice mails at once to multiple users select the voice mail items you wish to forward, right click one of the selected items and click Forward Selected. A window will appear that will let you select which users to forward the voice mails to. You can also move voice mails to one of the four predefined folders by right clicking a voice mail item and selecting Move To Folder. 2006-2010 i9 Technologies 36 of 41

January 2010

iSymphony Guide

4. Simple View a) Allows you to view and manage the extension's most recent linked call. 5. Detailed View a) Allows you to view and manage all of the extension's linked calls. 6. List View(Only available in the Extensions area) a) Allows you to view extensions in a compact grid like view. b) Allows you to view and manage all the extensions calls. (If turned on in Preferences) c) To show all the calls that the extension is on expand the extension using the "+" button at the beginning of the extension row.

Call Pop ups

iSymphony provides call popup mechanism to display caller ID or open Web/Application based CRM user records for incoming calls. You can configure the pop ups by going to ToolsPreferencesCall Popup.

Caller Id
iSymphony provides users with a small caller ID pop up in the bottom right hand corner of the screen on an incoming call. You can also specify how long the pop up will remain open.

CRM Integration
A CRM record can be opened based on incoming caller ID by several different events.

Never Disabled On Ringing Pop up will open when the user phone is ringing. On Answer Pop up will open once the user answers the call. On Click Pop up will open when the user clicks the Caller ID pop up in the bottom right hand corner of the screen.

By using the "Open URL on calls from office extensions" you can enable/disable CRM pop ups on calls from extensions that are configured within iSymphony. January 2010 2006-2010 i9 Technologies 39 of 41

iSymphony Guide

URL Pop up

URL pop ups allow you to open a URL in the users default web browser based on the incoming caller ID. You can specify the address in the URL field and use the %CID_NAME% and %CID NUMBER% in place of the section in the URL you want the caller ID name and number to appear.
Application Pop up

Application pop ups allow you to open an application based on the incoming caller ID. Here you can specify the path to the application you wish to run or click the button to browse for an application. You can specify arguments for the application in the Arguments field. Here you can use %CID_NAME % and %CID_NUMBER% in place of the section in the argument list you want the caller ID name and number to appear. If you have arguments that contain spaces but need to be treated as a single argument (i.e. file paths) you can surround the argument with double quotes.

Extension View
Several options exist for defining the behavior of the extension boxes and list items in the Extensions window. You can configure these options by going to Tools Preferences Extension View.

Box Size
By default iSymphony will resize the extensions boxes for remote extensions in the Simple and Detailed views to show the entirety of all extension information. You can set a static width by selecting Static and specifying the number of pixels.

List Type
You can enable the Extension Window List View to allow all extensions to be expandable so you can view all linked calls on each extension.

Chat Options
There are several options available if you're using the chat capabilities. To access these go to Tools January 2010 2006-2010 i9 Technologies 40 of 41

iSymphony Guide

Preferences then click on the Chat section.

For Additional Help

If you have questions or need technical assistance: E-mail: isymphony-support@i9technologies.com Forum: http://www.i9technologies.com/forum Web: http://www.i9technologies.com/isymphony

Errata
Please report errors or confusing descriptions by sending an email to: isymphony-support@i9technologies.com

January 2010

2006-2010 i9 Technologies

41 of 41