You are on page 1of 41

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

/opt/isymphony/server/config.4 or higher FreePBX v2.5 or higher FreePBX Asterisk API module v2.5 or higher. [http://java.0.0. 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.sh January 2010 ©2006-2010 i9 Technologies 5 of 41 .rpm 2) Configure the iSymphony installation.sun. iSymphony assumes your Sun Java JRE is located in /usr/java/latest/ by default.5.8 or higher Server Installation 1) Once you have downloaded the iSymphony RPM run the following command to install: rpm -Uvh iSymphonyServer-<version>.2 and greater. If your Sun Java JRE is in a different location you must run the following commands and set the correct path.com] iSymphony FreePBX module v1.iSymphony Guide Server Introduction This guide describes the installation process of the i9 Technologies iSymphony Server software version 2.sh 3) Start the iSymphony server: /opt/isymphony/server/startup.2 or higher Sun Java JRE v1.

10) Click Apply Configuration Changes. 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. 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. 9) Return to the Module Admin and Enable the iSymphony module and click Process. [http://java. depending if you downloaded the RPM or TARBALL server file. There are two options. Server System Requirements   Asterisk 1.com] Server Installation 1) Once you have downloaded iSymphony you are ready to install it.4 or higher Sun Java JRE v1. If not select Check for updates online at the top of the page and install the Asterisk API module. 11) Asterisk will reload and the iSymphony module will populate the extensions and profiles.5 or higher. 7) Click Upload module 8) Specify the location of the iSymphony FreePBX module on your computer and click Upload.iSymphony Guide 4) Verify that ports 50001 and 50003 are not being blocked by any firewall and are forwarded as necessary. January 2010 ©2006-2010 i9 Technologies 6 of 41 . This may take some time as the iSymphony configuration is being built. 6) Verify that you have the Asterisk API module installed under System Administration. Asterisk Server Installation These installation instructions are for a vanilla Asterisk installation.sun.

0.gz .conf file: #include /opt/isymphony/server/isymphony.0 read = all write = all 6) If you are using Asterisk 1. iSymphony assumes your Sun Java JRE is located in /usr/java/latest/ by default.255.255.0. 7) Start the iSymphony server: January 2010 ©2006-2010 i9 Technologies 7 of 41 .sh 3) Configure Asterisk by including the isymphony.0.0 permit=127.tar.sh 2) Configure the iSymphony installation. 5) Add an entry into /etc/asterisk/manager.6 or higher you must issue a manager reload command on the Asterisk CLI in order for the changes to manager.0.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./install. This can be accomplished by adding the following line to the end of your Asterisk extensions.conf 4) Reload the Asterisk Configuration by either restarting asterisk entirely or using the Asterisk CLI to issue a reload command.0.1/255.0/0.conf to be applied. /opt/isymphony/server/config.0.iSymphony Guide If using the RPM: rpm -Uvh iSymphonyServer-<version>.rpm Or if you're using the TAR: tar -xzvf iSymphonyServer-<version>. If your Sun Java JRE is in a different location you must run the following commands and set the correct path.conf file in your Asterisk dial plan.

iSymphony Guide /opt/isymphony/server/startup. FreePBX Module Administration This administration section is for users that are using the FreePBX module. January 2010 ©2006-2010 i9 Technologies 8 of 41 . 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). This page contains system level configuration options and information. Reload Performs a internal restart of the iSymphony Server Server: License Licensed To: Displays the person or organization that the license is licensed to. iSymphony Module Page A new menu item called iSymphony will be added to your FreePBX Configuration menu. Server Status: Displays the status of the iSymphony Server (Up or Down) Version: Displays the current version and revision number of the server. 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.sh 8) Verify that ports 50001 and 50003 are not being blocked by any firewall and are forwarded as necessary.

yourjabberserver. Activate: Activate a license serial key. Clients: The number of client connections that are allowed by the license.com). Enable Page If checked page status will be shown in iSymphony.com where users are specified as user@yourjabberserver. Resource: Resource that your Jabber users will utilize. Domain: The domain name of your Jabber server (i. 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. Status: Global Jabber Settings Host: The host or IP of your Jabber server. Name: Admin Administration interface Password (default: secret). Server Settings Admin User Administration interface username (default: admin).iSymphony Guide Trial Days: The number of trails days left in the license. Queues: Number of queues that can be monitored in the panel.e. Log Messages: If checked all Jabber conversations will be logged on the January 2010 ©2006-2010 i9 Technologies 9 of 41 . (default: iSymphony) Port: The port of your Jabber server (default: 5222). 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).

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

Server Configuration 1) Obtain the iSymphony client from i9 Technologies and install. If checked this conference room will be added to iSymphony. 4) Modify your password to "secret" which is the default administration password. 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. 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. 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 . 2) On first startup of the iSymphony client you will be presented with a wizard giving you two options.iSymphony Guide Queue Page A new field “Add To iSymphony” will be added to your queue configuration page. Select "Setup administration manager connection". 3) Specify the host or IP on which your iSymphony server is installed. 5) Alternatively you can set up your administration connection as follows.

Else update will be performed step by step. Extension Buttons <Button>: Disables/Enables extension buttons system wide. Password: Administration interface password (default: secret).iSymphony Guide Client Port: The port the server will listen for client connection on (default: 50000).com/support/internal/updatesites/i symphony). Update URL: URL of update site. General January 2010 ©2006-2010 i9 Technologies 12 of 41 . Expand the Locations and click on default location. 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. (default: http://www.i9technologies. CLI Port: The port used to interface with the iSymphony CLI (default: 50001). Administration Login Username: Administration interface username (default: admin). HTTP Port: Port used for distributing updates to clients (default: 50003). Location Configuration A location is a physical Asterisk server instance. 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.

com). Asterisk Server Connection Host: The hostname or IP address of the Asterisk server. yourjabberserver. 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). Jabber Host: The host or IP of your Jabber server. Force client If checked users in this location will not need to confirm the updates: installation of client updates. Login: The manager login setup in manager. (default: iSymphony) Port: The port of your Jabber server (default: 5222).conf. January 2010 ©2006-2010 i9 Technologies 13 of 41 . Domain: The domain name of your Jabber server (i.iSymphony Guide Name: Identifier for the location. Resource: Resource that your Jabber users will utilize. Password: The manager password setup in manager. Admin Set the password used to allow administrators to login to this Password: specific Location. Port: The port for the Asterisk server AMI(default: 5038).com where users are specified as user@yourjabberserver.conf.e. 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.

Configuration Originating The context name which calls will be originated from. Expand the tenants and click on default tenant. If you are not in a multi-tenant environment this must be set to “default”. 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). Upon first login you will need to modify some of the settings within the default tenant. The server will also listen for Device User Mode events in order track the dynamic extension->peer mappings. FreePBX Mode Enabled: If checked all extension->peer mappings will be automatically pulled from the FreePBX Asterisk database entries.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. Context: January 2010 ©2006-2010 i9 Technologies 14 of 41 . Context: Redirecting The context name which calls will be redirected by. Admin Set the password used to allow administrators to login to this Password: specific tenant. Tenant Configuration By default iSymphony creates a tenant with the name default. General Name: Tenant identifier as it appears in the peer names.

Class: Outside Line The digit dialed to reach an outside line. Recorded Calls File Name: The mask used to create the file name for the recorded calls. Context: Page context used to detect channels that need to be blocked in order to disable page status in iSymphony. File Extension: The extension for the file name. Mix Mode: When checked it will MUX the incoming and outgoing streams of the call that's being recorded when complete. 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. Please refer to the License Installation section for more details. See the code legend for a list of properties you can insert into the file name. This extension must be a format supported by your Asterisk server. click the Activate button which is found under each January 2010 ©2006-2010 i9 Technologies 15 of 41 . To activate a license once you obtain a license key. Used to originate calls Number: for the Call History and Voice Mail windows. The License Management section will display the current configuration of the tenant's license.conf.iSymphony Guide Agent Login Context used for agent callback when logging in a queue Context: dynamically. License Installation In iSymphony each Location is individually licensed. even to whom it is licensed. Page Status Enabled: If checked page status will be shown in iSymphony. Music on Hold Your music on hold class specified in musiconhold. By default the first tenant is named default.

5. 1.sh) 2. Open the extensions. Shut down your iSymphony server (/opt/isymphony/server/shutdown. If you do not want to utilize the peer value to perform January 2010 ©2006-2010 i9 Technologies 16 of 41 . Alt.com to have it manually generated. Once you receive a license from i9 Technologies follow these steps to get it installed. “IAX/” ect. Extension Configuration Add extensions by right clicking on Extensions and click "New". Start your iSymphony server (/opt/isymphony/server/startup. Copy the license file into /opt/isymphony/sever/lic 3. Configuration Peer: The peer name used by Asterisk to access the extension.iSymphony Guide iSymphony tenant. Save the file. Using this feature requires Internet connectivity. Name: The name you wish to appear for the extension. The license request file is found under /opt/isymphony/server/lic by default. This can be changed to “ZAP/”. Look for your <Tenant> tag and modify the "license" attribute to look like license="license.lic".xml file in /opt/isymphony/sever/config 4.lic) and it will notify you that you need to send the license file to isymphony-support@i9technologies. Cell Phone: The mobile phone number for the extension. iSymphony automatically prepends “SIP/” to the extension number. If iSymphony has trouble contacting the licensing server it creates a license request file(request-r. General Extension: The extension number.sh). Email: The e-mail address for the extension. If adding more clients or queues simply enter the original license key to retrieve an updated license.

January 2010 ©2006-2010 i9 Technologies 17 of 41 . Context: Agent Login Interface to watch for agent status if different than peer. 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. This will only callback: work on phones that support the auto-answer headers.conf agent number to list of agents that this extension can log into. Penalty: Music On Override for tenant music on hold class. Context: Agents Add: Add agent. Voicemail Voice Mail The voicemail box number for the extension.iSymphony Guide Origination originations you can set an alternative method here. Interface: Agent Login Penalty to log agents in with (default: 0). Hold Class: Auto answer If checked all originations made from this extension will originate automatically answer the origination callback. Box: Voice Mail The voicemail box context for the extension.

iSymphony Guide Remove Remove selected agents from the list. Jabber Host: Override for location Jabber host. Can View If selected this user will be able to see the Everyone Extension Everyone Directory. 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. User Name: The user name used for logging into the Jabber server. Login User Name: The user name for the profile Password: The password for the profile. Password: The password used for logging into the Jabber server. Port: Override for location Jabber port. Domain: Override for location Jabber domain. Directory: January 2010 ©2006-2010 i9 Technologies 18 of 41 . Once setup users can configure their client to access their profile and begin using iSymphony. Extensions Extension Specifies which extension belong to this profile(Which List: extension will show up in the My Extensions area). Resource: Override for location Jabber resource.

Context: The context in which the queue extension resides. There are three types of conference rooms.conf Number: Extension: The extension which rings the conference room.conf file. General Name: The name as it will appear in iSymphony Configuration . Room options are configured through the administration module which users cannot change.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. Configured January 2010 ©2006-2010 i9 Technologies 19 of 41 . Temporary: These rooms are created by iSymphony users via the Create Temporary Conference Room button. This is optional but without it the user will not be able to transfer calls into the queue. predefined. Conference Room Configuration The area where you set up conference rooms for iSymphony to monitor and display. Users can join these conferences but the options for the conference room cannot be changed. custom and temporary.Predefined Room The room number as configured in meetme. Predefined: Custom: A conference room configured via Asterisk's meetme.conf) Configuration Extension: The extension used to access the queue within Asterisk. A room which is configured via an iSymphony administrator.

Notification: Record: Record the room. General Name: The name of the status. Coniguration . Menu Via (*): Announce Play notification sound when users enter or exit a room. Options are Available. Type: Status type. Context: The context to which the extension belongs.conf. Unavailable. User Join/Leave: Disable Disable announcement of user names to the room as they Join/Leave enter and exit. This will determine the user status icon that is displayed. Music on Hold Play Music on Hold if there is only one user in the room. (#): Present Room Present a option menu to users when they press *.iSymphony Guide in extensions. Status Configuration Custom statuses can be configured which are used by profiles to relay information about their presence to other users. and Out. January 2010 ©2006-2010 i9 Technologies 20 of 41 . for Single User: Exit Room Via Allow users to exit the room by pressing #.Custom Announce Announce number of users currently in the room to a new User Count: user as they enter.

Select Check for Updates button. If using the FreePBX Module make sure to update it to the latest version as well. Shutdown the server. You will be presented with all of the options as you would with a normal tenant.sh January 2010 ©2006-2010 i9 Technologies 21 of 41 . To add a new tenant. with the administration module open. Each tenant will have it's own context with it's respective name. Open the iSymphony Client Administration window (See Administration section). Select Server to open your server configuration page. Updating You have two different options for updating your server to the latest version of iSymphony. 3. 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. We recommend that the manual update procedure only be used if the automated procedure fails or an automated update is not an option. 2. Automated 1. Manual 1. iSymphony will allow individual employees of these tenants to login without seeing the other tenant's extensions. /opt/isymphony/server/shutdown.iSymphony Guide Multi-Tenant Configuration iSymphony supports multi-tenant environments via context based routing and a peer naming convention. Back up all files in /opt/isymphony/server/config. Please refer to the Tenant Configuration section of this manual for more details on how to set this up. Once configured. Upgrades should be performed at a time when the system is not in use to reduce down time. 2. For Thirdlane systems this is “from-inside-<tenant name>”. right click on Tenants and click New. The tenant name needs to match that of the tenant identifier in the tenant's peer names.

sh 4. /opt/isymphony/server/startup. Group. New clients can be installed over the old ones. There are three different tiers of permissions. Download and run the new install./install. the parking lot. and Override and can be configured in the Server. All permissions are Profile→Object based where an "Object" is the profile's local extensions. Permission Group. Restore all backed up files to /opt/isymphony/server/config. Restart the server. Default. These will usually specify the permissions that the majority of the users will be given. Default Default permissions are permissions that are used system wide if no other permissions have been specified. and Profile configuration pages respectively. For example you can specify what actions profile "John" can perform on queue "Main Queue".rpm Or if you're using the TAR: tar -xzvf iSymphonyServer-<version>. If using the RPM: rpm -Uvh iSymphonyServer-<version>.gz .iSymphony Guide 3.tar.sh 6. a queue. 5. 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 . These permissions can be accessed in the Server configuration page. or a conference room. a remote extension. Permissions iSymphony allows for granular control over every profile and the actions that they can perform.

Overrides Overrides allow you to specify unique permissions for a given profile if you do not wish to use the default permissions. 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. Hold Calls: Allows users place calls on hold. You can access the Permission Overrides from the profile configuration page in the iSymphony Administration window. Add Temp Conference Rooms: Allows users to create temporary conference rooms. Overrides will override both default and group permissions. To add a permission group right click on “Permission Groups” in the iSymphony Administration window and select New. Hangup: Allows users to hangup their local extension's calls via the panel. Group permissions will override default permissions. Call Voice Mail: Allows users to call their local extension's voice mail. January 2010 ©2006-2010 i9 Technologies 23 of 41 . Add Extension Directory: Allows users to create new extension directories. or you wish to have a group member's permissions slightly modified from what the group specifies. 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. Permission Glossary My Extension Permissions Call Cell Phone: Allows users to call their local extension's cell phone.iSymphony Guide will be sharing the same permissions. the profile doesn't fit in a permission group. Record: Allows users to record their local extension's calls.

Barge: Allows users to barge in on another extension's calls.iSymphony Guide Set User Status: Allows users to set their local extension's availability status. Record: Allows users to record another extension's calls. 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. Email: Allows users to email another extension. Transfer Call To Voice Mail: Allows users to transfer calls to their local extension's voice mail. Agent Login: Allows users to log in or out of their local extension's agents. Mute: Allows users to mute or un-mute their local extension's calls if in a conference room or a barged call. Transfer Call To Cell Phone: Allows users to transfer calls to their local extension's cell phone. 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 another extension's voice mail. January 2010 ©2006-2010 i9 Technologies 24 of 41 . Listen to Voice Mail: Allows users to listen to their voice mail. Extension Permissions Call Voice Mail: Allows users to call another extension's voice mail.

Set Parked Call Note: Allows users to set park call notes. Parking Lot Permissions Park Call: Allows users to park calls. Call Cell Phone: Allows users to call another extension's cell phone. Originate To: Allows users to originate a call to another extension. Forward Voice Mail To: Allows users to forward voice mail to another extension. Agent Login: Allows users to log another extension in or out of their agents. Steal Call: Allows users to transfer (steal) calls from another extension. Set User Status Note: Allows users to set the status note and return time of another extension. Transfer To: Allows users to transfer calls to another extension.iSymphony Guide Chat: Allows users to initiate a chat session with another extension. Pause Member: Allows users to pause another extension in a queue. Set User Status: Allows users to set the status of another extension. View Calls: Allows users to see another extension's call status. Transfer Call To Cell Phone: Allows users to transfer calls to another extension's cell phone. View Caller ID: Allows users to see another extension's caller ID. January 2010 ©2006-2010 i9 Technologies 25 of 41 .

Queue Permissions Steal Call: Allows users to dynamically transfer (steal) calls from a queue. Display: Allows users to view this queue. Originate To: Allows users to originate to or invite other extensions into a conference room. Kick Users: Allows users to kick conference room members. January 2010 ©2006-2010 i9 Technologies 26 of 41 . Mute Users: Allows users to mute or un-mute conference room members. Display: Allows users to view this conference room. Dynamic Login: Allows users to log into a queue dynamically. Conference Room Permissions Steal Call: Allows users to transfer (steal) calls from a conference room. Transfer To: Allows users to transfer calls into a queue.iSymphony Guide Un-park Call: Allows users to take a call out of park. Transfer To: Allows users to transfer calls into a conference room.

com] Client Installation Once you have downloaded iSymphony you are ready to install it. If you do not see the wizard start the iSymphony client and click on File → New Profile.gz file and place it in a desired location. Defaults to 50000 January 2010 ©2006-2010 i9 Technologies 27 of 41 . Linux and MacOS Unpack the tar. Depending on which operating system you're using. installation might vary slightly. Simply add the iSymphony server information. Run the iSymphony executable. When asked what kind of connection you would like to make select Profile. [http://java.sun. Client – System Requirements   iSymphony Server configured properly with an Asterisk based phone system Sun Java JRE v1. Host: The IP address or hostname of the iSymphony server Port: The port of the iSymphony server. Profiles Upon first execution of the program you will be walked through a setup wizard. Windows Execute the iSymphony installation package and follow the on screen installation instructions.5 or higher.iSymphony Guide Client Introduction This guide describes the installation process and i9 Technologies iSymphony Client software.

Right click on the name of the profile you wish to use and click Connect. To connect to the profile when Auto Connect is turned off open the Profile Navigator by clicking View → Profile Navigator. If you are using the FreePBX iSymphony Module this will default to “secret”.iSymphony Guide Location: The location your user name has authorization to sign into. If you are using the FreePBX iSymphony Module this will default to the extension number. Windows iSymphony has many features which are organized into several different sections. By default clients will automatically connect to their profiles. January 2010 ©2006-2010 i9 Technologies 28 of 41 . or windows of the application.  Detached from the main panel by right clicking on the window tab and selecting detach. This can be turned off by going to Tools→Preferences→Profiles and unchecking Auto Connect. Each window has it’s respective properties which aids in displaying the information to the end user.  Placed in a Fast View use the minimize button for that window. Password: The password which was created for you by an administrator. 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. User name: The name of the profile which was created for you by an administrator.  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. Tenant: The tenant your user name has authorization to sign into.

Show Header – Show or hide the table header. ©2006-2010 i9 Technologies 29 of 41 January 2010 . Fit Columns To Table – When table is resized all columns will be resized to fit the table width. you can restore a window from a Fast View into a normal window by dragging the icon to the location you prefer. These tables can be customized with several different options to fit your needs. Once a window is minimized it will shrink into a single icon.        Columns – Select which columns will be shown in the table. Alternate Row Background Color – If checked each row background will be alternately colored. To close the window.iSymphony Guide   Accessed in a Fast View. To access a window from a Fast View simply click on the icon. Locked by selecting View→Lock/Unlock Perspective. The window will “hover” over the other windows. click the icon again. Show Lines – Show or Hhide the table grid lines. Row Height – Adjust the height of the table rows. Click the icon again to hide the window again. Tables There are several areas in iSymphony where information is displayed in a table format. Removing an icon from a Fast View is accomplished by right clicking on the icon and clicking “Close”. Font Size – Adjust the font size of the table text. Furthermore. These icons can be grouped together and moved to all four sides of the iSymphony application. Before letting go of the mouse button you will see an outline where the window will be placed. Fast Views Fast Views are the ability to minimize a window into an icon for quick retrieval. click the window icon in the Fast View bar. Move it around until you're pleased with the location. 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.

Call Status Call status is represented by the color of the extension boxes.iSymphony Guide   Normalize Columns – Resize each column to take an equal amount of the total table width. ©2006-2010 i9 Technologies 30 of 41 January 2010 . The Profile Navigator can be accessed by going to View→Profile Navigator. Purple – Making outgoing call. Orange – On line with call that came from a queue. Table Columns can also be reordered by clicking and dragging the column headers.        Grey – Phone not registered to this extension. All other windows are accessible from the Profile Navigator. Green – On the line with an outside number. To open a window. Reset To Default – Resets all table settings to default. Each window will have the profile name appended to it so the user can differentiate between two of the same types of windows. double click on the item. My Extensions The My Extensions window shows all extensions that the current profile uses. A subsequent tree item will be displayed for each profile that exists on that client. Dark Blue – On the line with an office extension. Light Blue – Phone registered but idle. Yellow – Ringing. Profile Navigator The Profile Navigator allows users to control their profiles from a single window.

If you are using agents defined in agents. To set your note. Extensions This window shows all other extensions in the system that are not used by this profile. Here you may type the extension number or name. right click on the header of a local extension and select Note. 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. All queues the user can log into will show up in the queue sub menu when you select the agent button. To set the status and note for all my extensions at once use the note button in the header of the my extension window. note. then select the presence. This will log you into a queue via the dynamic method. A balloon will pop up with their availability. From here you can set a note as well as a date and time for your return.conf the Agent sub menu will display all agents that the administrator has allowed this extension to log into. and return time. ©2006-2010 i9 Technologies 31 of 41 January 2010 . 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. simply hover over the header of a remote extension. 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. To view other extensions notes.iSymphony Guide Setting Presence and Away Notes     To set presence right click on the header of a local extension and select Availability. You can also login and out other extensions using their agent button.

Held Calls Held calls that are placed on hold via iSymphony are displayed in the Held Calls window. 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. January 2010 ©2006-2010 i9 Technologies 32 of 41 . Barging   To barge in on a call click the barge button on the extension or call you wish to barge in on. Email and Chat   If set up you can initiate an email using the email button on remote extensions. No other iSymphony user can see anyone else's calls on hold. The barger will automatically be muted but can un-mute/mute themselves with the mute button in the My Extensions area. You may switch to a specific Extension Directory (explained in the Extension Directory section) using the directory drop down box. You can set a note on each held call by selecting the note cell for a specific held call item.iSymphony Guide   You may sort your extensions in various ways using the sort and direction drop down boxes. If set up you can initiate a chat session with a user by using the chat button on remote extensions. You can set a note on each parked call by selecting the note cell for a specific parked call item. All users will be able to view all parked calls as well as any notes set for them. Parked Calls Parked calls are displayed here.

Weight – Priority of the queue. Abandoned – Number of calls that hung up before they reached an agent. If a maximum queue size is set this area will also display the current load percentage of the queue. Queue Detail By double clicking on a queue in the main queue window you can open the Queue Detail window. Max Calls – Maximum number of calls that can be on hold waiting for an agent. Hold Time – The average hold time for calls waiting in queue.    Statistics – Shows statistical data for the queue. Completed – Number of calls that were handled by agents in the queue. On Call – Number of agents currently on a call. Avg. 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. All drag and drop actions and buttons on the agent entries act in a similar fashion to he extension boxes in the Extensions Window. and hold time. Agents – Number of agents currently logged into the queue taking calls. Statistics          Calls – Number of calls currently waiting in queue to be handled by an agent. January 2010 ©2006-2010 i9 Technologies 33 of 41 . This window will act like an extension box so all drag and drop functionality will act in a similar fashion. The Queue Detail window is separated into three different areas.iSymphony Guide Queues Queues which iSymphony is monitoring are displayed here. Calls – Shows all calls currently waiting in the queue along with their position. Each queue entry contains live statistical data for the queue. Service Level – Percentage of calls that were answered in the specified number of seconds. Agents – Shows all agents currently logged into the queue along with information and statistics about the agent. caller ID.

.

Use the add user to permission list area to share this directory with that user. A permission window will appear. Otherwise the room will be removed from the list but the users will remain in the room. You will be asked if you would like to remove the users in the room. all users will be kicked from the room and the room will be removed from the list.        To create an extension directory use the add bar in the Extension Directory area. When they pick up they will be entered into the room. If you select “yes”. Admin permission allows users to modify the permissions and name of that directory as well as allowing that user to remove the directory entirely. Using the check boxes in the permission window you can grant other users the ability to modify that specific directory. Once you are done with the room right click and select Remove to destroy the room. allows that user to add extensions to the directory. Add Ext.  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. Remove Ext. allows users to remove ©2006-2010 i9 Technologies 35 of 41 January 2010 . To add extensions to directories simply click and drag an extension header into the directory to which you wish to add that specific extension.iSymphony Guide extension in the invite list.  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 share your extension directory with other users in the system right click the extension directory and select permissions.

listen to. Moving. and manage voice mail for your profile's extensions.      * – 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. 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. ©2006-2010 i9 Technologies 36 of 41   January 2010 . Voice Mail The voice mail window allows you to see. right click one of the selected items and click Forward Selected. When you pick up the phone the message will be played back. 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. The owner of the directory has all rights to modify the directory. Forwarding. To forward multiple voice mails at once to multiple users select the voice mail items you wish to forward.iSymphony Guide extensions from the directory. A window will appear that will let you select which users to forward the voice mails to. You can control the playback with the following keys on the phone. 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.

.

.

List View(Only available in the Extensions area) a) Allows you to view extensions in a compact grid like view. On Click – Pop up will open when the user clicks the Caller ID pop up in the bottom right hand corner of the screen. Detailed View a) Allows you to view and manage all of the extension's linked calls.     Never – Disabled On Ringing – Pop up will open when the user phone is ringing. January 2010 ©2006-2010 i9 Technologies 39 of 41 . You can configure the pop ups by going to Tools→Preferences→Call Popup. Simple View a) Allows you to view and manage the extension's most recent linked call. 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. CRM Integration A CRM record can be opened based on incoming caller ID by several different events. 6. (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. On Answer – Pop up will open once the user answers the call. 5.iSymphony Guide 4. b) Allows you to view and manage all the extensions calls. 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. 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 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. If you have arguments that contain spaces but need to be treated as a single argument (i. To access these go to Tools → January 2010 ©2006-2010 i9 Technologies 40 of 41 . Extension View Several options exist for defining the behavior of the extension boxes and list items in the Extensions window.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. 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. 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. 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. file paths) you can surround the argument with double quotes. You can configure these options by going to Tools → Preferences → Extension View. Chat Options There are several options available if you're using the chat capabilities.e. Application Pop up Application pop ups allow you to open an application based on the incoming caller ID. 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.

For Additional Help If you have questions or need technical assistance: E-mail: isymphony-support@i9technologies.i9technologies.com/forum Web: http://www.iSymphony Guide Preferences then click on the Chat section.com Forum: http://www.com January 2010 ©2006-2010 i9 Technologies 41 of 41 .com/isymphony Errata Please report errors or confusing descriptions by sending an email to: isymphony-support@i9technologies.i9technologies.