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XCom_Manual

Introduction

XCom (Xymphony Companion) is a client program for Xymphony Application Program Interface (API) that runs on Microsoft Windows™ operating systems.

Telesis proprietary Xymphony-API server in Telesis IP PBX and switching systems performs various telephony tasks such as dialing, call transfer, call park, call retrieve, conference, display of port status and conversation recording. The physical connection is between a user's personal computer, the same user's analog telephone line and Telesis system. Both the Telesis system with Xymphony-API server and the PC with XCom must be in the same local area network. There can be multiple users or client PCs served by the same Xymphony-API server. XCom, which is a Xymphony-API client software developed by Telesis, is an advanced screen-based telephone dialer and console with numerous features to integrate your computer and Telesis IP system for your telephony needs.

XCom Requirements and Installation

Minimum PC requirements:

  • Windows XP, Vista, 7, or 8
  • Web access

Telesis system requirements:

  • Telesis IP PBX and switching system with Xymphony-API server
  • Necessary licenses for for Xymphony-API clients

Installation:

  • Copy all zipped files to a directory of target PC.
  • Install Microsoft visual c 2005 redistributables (run vcredist_x86.exe).
  • Run XCom.exe
  • Adjust settings in Telesis IP PBX and switching system

Configuration

Simply click on the XCom icon to run it. When you run Xcom.exe file, you will come up with the console window as shown below.

First, access to main menu. You may do it by pressing the right mouse key when the mouse cursor is over the title bar.

Select Settings menu item. The window shown below opens.

To establish the communication with the Xymphony- API server in your Telesis IP PBX or switching system, enter here the protocol port number which should match with that of the Companion port number (set in your Telesis system. After you have done the settings on the Telesis IP PBX or switching system side, close XCom utility and run it again for registration. Your XCom in your client PC will register to the Xymphony- API server. A successful registration will be indicated in the info lines of your console window if the setting are correct.

Programming Telesis System

Connect to your Telesis IP PBX or switching system with using a web browser. In Common properties of Analog or ISDN 4B+D digital subscribers, program the Companion IP address. This IP address should be your client PC's IP address. Do this programming for every subscriber that will be registered to the Xymphony- API server. To illustrate, a digital telephone with the access code 060 has a companion PC with XCom, and the IP address of this PC is 192.168.5.104 in the local area network. Then, in Common properties of 060, set the Companion IP address as follows:

Moreover, in Basic Ethernet settings, edit the Companion signalling port number, which must match to the Protocol port of all XCom clients in LAN.

With this programming, the XCom client is able to register to the Xymphony-API server.

Console

XCom console becomes active with the first call attempt.

It is possible to dial a number with using the XCom keypad or keypad of the accompanying telephone set. To dial with using the XCom keypad, press on the digits to be dialed and then press Off Hook key.

In conversation (or connected) state, various functions are available such that;

  • Clear for clearing or ending the call,
  • Hold for holding the call,
  • Park for parking the call,
  • Record for recording the conversation.

Busy Display Panel

To open the Busy Display Panel, access to main menu by pressing the right mouse key when the mouse cursor is over the title bar in console . Then select Bdp menu item. It is possible to open up to 20 separate BDP windows, so totally 400 ports' status can be monitored.

Editing the BDP

Access to the menu of the BDP. You may do it by pressing the right mouse key when mouse cursor is over the BDP title bar. Then, select Edit menu item.

The result is the BDP window in edit mode, as shown below.

Edit the port number or access code in editbox to the left. Edit the name in editbox to the right.

To assign a button to for this port and name, select one BDP button and click on it.

Repeat the same procedure to add as many number of ports as desired. To exit from the edit mode, press the right mouse key when mouse cursor is over the BDP title bar. Then, select Edit menu item again.

The BDP window returns normal mode.

The BDP displays ringing;

and busy status of the programmed users (ports).

Furthermore, it is possible to speed dial a programmed port in BDP by pressing its button in off hook state.

An Incoming Call

It is possible to answer or deflect (without answering) an incoming call.

To answer the incoming call, simply press ansWer key. To deflect the incoming call without answering, edit the number, where the call is to be deflected, and then Deflect key.

To illustrate, an incoming call from 066 (ALI) is to be deflected to 065 (MIKE)

Holding the Call in Conversation State

To illustrate; Port 066 (ALI) is to be held.

Press the Hold key to hold a call in conversation. A held call can be transferred to another port with dialing its port number. It is possible to transfer the call with or without answer to the second port (transferred port).

Port 066 (ALI) is to be transferred to 065 (MIKE)

If another port is called when there is a held call, the console window looks like below:

Then, it is possible to:

  • transfer the first port to the second port with using Transfer key
  • disconnect the second port and talk again with the first port with using call A key
  • create a three-party conference with using conFerence key
  • disconnect all calls with using Clear key

Parking the Call in Conversation State

To park a call in conversation, click on Park key.

To illustrate; Port 066 (ALI) is to be parked

It is possible to park up to four calls in four park keys.

To retrieve a parked, simply click on the relevant park key.

Personal Conversation Recording

A personal conversation can be recorded if Record key is pressed during the conversation. Note that, the conversation record is stored in memories of the Telesis IP PBX or switching system.

Pressing Stop key stops the recording.

When there is a personal conversation record or voice mail left in mailbox, the console window displays Mailbox key in off hook state . Click on Mailbox key to listen records or voice messages.

Note that, the total duration of your personal conversation records and voice mails can not exceed the Voice message quote defined for your port in Telesis system.

Downloading Personal Conversation Records to the PC

Pressing the right mouse key when mouse cursor is over the console title bar. Then, select Edit menu item.

Voice recordings window opens as shown below.

Press the right mouse key when mouse cursor is over the Voice Recordings title bar. Then, select Download menu item.

New conversation records and voice mails will be downloaded from Telesis IP PBX or switching system to the PC. Downloaded personal conversation records are automatically compressed to MP3 format for saving space in the disk.

Call Pickup

Assume that port 066 (ALI) calls to port 065 (MIKE). Both are pre-programmed in your BDP and 066 is with busy icon and 065 is with ringing icon.

If you click on Off Hook key and then ringing icon right to the button 065 in BDP, the ansWer key appears in console. Clicking on ansWer key picks up this ringing call.

Call Intrusion

Assume that port 065 (MIKE) is talking to 066 (ALI). Both 065 and 066 are pre-programmed in BDP window as shown below:

The aim is to intrude the call of 066. First go off hook.

Then click on red circle (busy icon) right to the button 065 (MIKE). In the console window, the Intrude key appears. Click on it to intrude.

Note that for intrusion, your programmed “call intrusion authorization” level in Telesis IP PBX or switching system must be higher than the other two parties.

Memory Window

A telephone index can be created with using the memory option. Press the right mouse key when the mouse cursor is over the console title bar and then select Memory menu item.

The Memory window opens.

It is possible to add a new entry into the memory. Note that, this memory or telephone index is stored in the PC running XCom. Consequently, the telephone index could have millions of records.

To add a new item, give a name and edit the number. Then, press the right mouse key when the mouse cursor is over the memory title bar and select Edit menu item. See below for the picture.

To dial a telephone number from memory, select the number in memory window and double click on it then go off hook.

When the telephone index is too long, it is possible to do the selection, by editing the complete or partial name in memory window.

To backup the telephone index in your PC, press the right mouse key when mouse cursor is over the Voice Memory title bar. Then, select Export menu item.

Give a name to the file.

To restore backed up telephone index in the same PC or another PC with XCom, press the right mouse key when mouse cursor is over the Voice Memory title bar. Then, select Import menu item.

Automatic Call Transfer Using the Memory

XCom is equipped with an automatic call transfer facility. This facility allows XCom users to make on-hook call and on-hook transfer for predefined destinations automatically. The destination where the call to be transferred edited in the Transfer field ie, third row.

See the picture below.

In this example, the aim is to call TELESIS A.S. automatically without going off hook and then transferring this call to the port 066. To do this, select TELESIS A.S. in memory window and edit 066 into the third row, then simply click on the Transfer key. That is all. Telesis IP PBX or switching system does the rest. Calls TELESIS A.S. and then transfer this call to 066 automatically.

History Window

History of incoming and outgoing calls can be accessed with using the history option. Press the right mouse key when the mouse cursor is over the console title bar and then select History menu item.

The History window opens. It is possible to select a call in the window and redial this number fast with going off hook after selection.

Transfer Window

The Transfer window shows the status of the last twenty calls, which are transferred by XCom keypad and they are still in progress or completed. Press the right mouse key when the mouse cursor is over the console title bar and then select Transfer menu item.

The Transfer window opens.

In the Transfer window; Seized message indicates that the transferred call is still in progress, i.e, ringing on the transferred port. Active message indicates that the transferred call has been answered and competed. Any call in the Transfer window, which is in progress, ie, Seized, can be picked up if it is selected and clicked.

Using the Keyboard (Short-cut keys)

XCom user may also utilize the PC keyboard to activate some functions.

  • Pressing “o” in the keyboard refers to “Off Hook”
  • Pressing “a” in the keyboard refers to “Answer”
  • Pressing “c” in the keyboard refers to “Clear”
  • Pressing “m” in the keyboard refers to “Mailbox”
  • Pressing “h” in the keyboard refers to “Hold”
  • Pressing “f” in the keyboard refers to “Conference”
  • Pressing “d” in the keyboard refers to “Deflect”
  • Pressing “t” in the keyboard refers to “Transfer”
  • Pressing “i” in the keyboard refers to “Intrude”
  • Pressing “p” in the keyboard refers to “Park”

CRM - Customer Relations Management

SugarCRM

SugarCRM is the world's leading commercial-open source Customer Relations Management software. SugarCRM is available as a free download as well as a commercially packaged solution.

XCom and SugarCRM Integration

XCom is capable of searching SugarCRM records of accounts or contacts automatically according to the received Caller ID information.

Compatibility Issues

XCom has been tested and verified with Sugar Open Source 4.5.0.

Setting XCom

When you run XCom, you will come up with the console window. First, access to main menu. You may do it by pressing the right mouse key when the mouse cursor is over the title bar. From the menu select Settings and the window shown below opens.

Define the location of SugarCRM running in the network in Sugar Home field such as “http://192.168.5.198/sugarcrm”. Clip Pfx/Rep fields are optional. Before searching records, XCom may replace some prefixes of the received Caller ID number with another number. Assume the first column has 0090, and the second field has 90. In such a case, when the Caller ID received is 00903123940540, XCom searches for 903123840540 in SugarCRM database. By default, XCom makes search among the contacts records in the SugarCRM database. When Use Accounts checkbox is marked, search is done among the accounts records.

Running SugarCRM

To start SugarCRM, select SugarCrm in the menu.

Login to SugarCRM

When SugarCrm is selected, XCom will automaticaly open the web browser in a window and connects to the SugarCRM server. Please note that XCom user should also be a user of SugarCRM and login with its own user name and password.

For an appropriate operation, the PC running XCom should have Internet Explorer installed.

Searching SugarCRM Database

When a call terminates on an XCom user with a Caller ID information, XCom displays the Calling Party Information. Meantime, XCom automatically searches SugarCRM database and web browser displays matching items. Assume, 00903123840540 called Alex (XCom user), Alex's PC will show the matching records in SugarCRM database for this calling party number. Search is done bu using “Any Phone” field in accounts or contacts records. 00903123840540 matching TELESIS A.S will be listed. In order to prevent automatic search, Lock button on the top of the top of web browser window may be activated.

Displaying the Details of the Matching Record

Click on the found result to display its details while you talk to the customer on the phone.

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Page last modified on August 02, 2013, at 06:24 AM EST
Subject to change without any notice. All rights reserved 2010 - Telesis A.S.
Iskitler Cad. No.68 Ankara, TURKEY. Tel: +90 312 3840540 Fax: +90 312 3840549 http://www.telesis-pbx.com