Hipath 400o Integration

[Guest Badri]

Hi,

 

We have a Siemens HiPath 4000 PBX system. We are in the process of evaluating and commissioning an IVR system.

We have 8 ISDN CO lines connected to the system and would like to connect the IVR to the an ISDN port of the PBX - using Euro ISDN protocols. The functionality of the IVR is pretty simple - looks up a SQL database and based on the results announcements to be played back to the caller. It is the next stage that i am confused - we plan to have the option of transfer out of the IVR to the "help desk". I have the following queries for this and hope you will be able to solve them:

 

What protocol is best suited to interconnect the IVR to the PBX?

Can the transfer be done on the same ISDN channel on which the call is received?

As we plan to use the CLI of the caller in our screen pop application - what CLI will be displayed in this case - the number of the IVR or the original caller's?

Can we use SIP trunk to interconnect the IVR and the PBX and if so what module do we use and can the above functionality be achieved?

 

Thank You and Best Regards

 

Badri

 

 

[SupportTeam]

What protocol is best suited to interconnect the IVR to the PBX?

Any ISDN protocol is fine. Just select the matching ISDN protocol on the Dialogic card and it'll work. Will you be using a T1 or an E1 connection?

 

Can the transfer be done on the same ISDN channel on which the call is received?

Usually you will need to use a "Dial and Conference" (tromboned) type transfer. This uses 2 channels. One for the original incoming call and one for the 2nd leg of the transferred/routed call.

 

As we plan to use the CLI of the caller in our screen pop application - what CLI will be displayed in this case - the number of the IVR or the original caller's?

VoiceGuide can forward the original CLI to the 2nd leg of the transferred call, so the recipient of the transfer will see the original CLI.

 

Can we use SIP trunk to interconnect the IVR and the PBX and if so what module do we use and can the above functionality be achieved?

You can try, but achieving this is usually a lot more difficult then setting up an ISDN connection.

 

You would need to install the Dialogic HMP drivers and install VoiceGuide v7 in "HMP" mode.

Forwarding CLI may be tricky on VoIP connections, and you will probably run into other issues.

 

Basically with VoIP you will need to do a lot of low level diagnosis and configurations, whereas with ISDN you just connect it up and it'll work as expected.

 

[Guest Badri]

Hi,

 

We will be using a E1 connection.

 

If we are using "Dial and Conference" method, would i then need 2 E1 lines to the IVR from the PBX? In this case can i use 1 E1 for incoming calls and the other to dial out? Is this the only solution?

 

The local PBX support says that they have used the same channel to transfer calls in their auto attendant systems. Can we approach you for support on this issue?

 

Regards

Badri

 

[SupportTeam]

If we are using "Dial and Conference" method, would i then need 2 E1 lines to the IVR from the PBX?

The outgoing leg of the call can be sent on the same E1. An E1 ISDN line can handle up to 30 simultaneous in/out calls.

 

Another approach is to use the PBX's CTI interface to tell the PBX to redirect the call to another extension. This way no channels on the T1 are used after the call is redirected, the PBX itself will internally route the call directly to the new extension and drop the leg of the call on the E1 line. Do you have a CTI link enabled on this PBX?

 

Or maybe this PBS has some options enabled on it which would allow systems attached to the E1 link to reroute calls using by sending DTMF tones to the PBX?

 

[mayur]

hi ,

i am web developer & new to this hipath 4000. i just want to know that how can i get caller's phone no. on agent desk ??

my criteria that i want to run my .net application on the agent desk which will run constantly ...... so when ring comes to agent phone i get alert in my application & will open IE (internet Browser) & pass that information to the particular webpage .

i had done the next part to open IE & pass some information with url . but i am not getting how to get phone no.

 

The server used in call center is hipath 4000 & agent using opti500 phone.

 

i got some help from CSTA(customer Supported Telecommunication Application) that it will give information shown below ...

i am not getting that how & where it transfer that xml file to agent desk ,..

 

help me how can i integrate my application with that phone .......

 

<monitorCrossRefID>99</monitorCrossRefID>

<connection>

<callID>1</callID>

<deviceID>22343</deviceID>

</connection>

<alertingDevice><deviceIdentifier>22343</deviceIdentifier></alertingDevice>

<callingDevice><deviceIdentifier>14085551212</deviceIdentifier></callingDevice>

<calledDevice><deviceIdentifier>22343</deviceIdentifier></calledDevice>

<lastRedirectionDevice><notRequired/></lastRedirectionDevice>

<localConnectionInfo>alerting</localConnectionInfo>

<cause>newCall</cause>

<networkCallingDevice><deviceIdentifier>14085551212</deviceIdentifier>

</networkCallingDevice>

<networkCalledDevice><deviceIdentifier>18001234567</deviceIdentifier>

</networkCalledDevice>

<associatedCallingDevice><deviceIdentifier>023</deviceIdentifier>

Rue du Rhône 114 - CH-1204 Geneva - T: +41 22 849 6000 - F: +41 22 849 6001 - www.ecma-international.org 19

</associatedCallingDevice>

</DeliveredEvent>

 

 

 

plz help me ....

or mail me to my mail id mayurck291@webdunia.com

[SupportTeam]

Mayur: This forum is for support of VoiceGuide software only.