Chapter 7. Configuring StarPound

In order to use telephony in StarPound, you must set up several options in Management Console:

  • Set up switch configuration
  • Set up telephony
  • Set up queues
  • Set up users
  • Set up resource pools
  • Set up organization

 Note: To completely set up StarPound, you must fully configure your workforce using Management Console. This section only outlines the specific options required for using telephony.

For specific instructions on setting these options, see the Management Console User Guide.

 

Setting Up Organization

 You use the Organization Administration area of Management Console to define:

  • Organization Name and Nick Name
  • Contact information
  • Default queue
  • Default Work Item type
  • Starting extension

 Note: starting extension is the very parameter to define user extensions automatically. (E.g., if starting extension is set equal to 100, then each following user will be automatically given a consequent number – 101,102, etc – if the number was not explicitly specified)

 

Setting Up Switch Configuration

 You use the Switch Configuration area of Management Console to define the inbound media queue that will be used in StarPound, Kamailio and Asterisk. You must access the Master organization in Management Console to modify these settings.

 

Media Queues

Media queues are the inbound queues launched on Kamailio and processed on Asterisk. In this section, you specify the name of the media queue and the associated extension for the inbound media queue. Each media queue and extension can only be associated with one organization in Management Console. You set up both all types of media queues in this area.

Please note that when creating a processing media queue, the queue extension has to match the pattern defined in Asterisk extension.conf. In our previous example, the extension has to start with ‘pmq’.

 

Setting Telephony

 You use the Telephony area of Management Console to define the interaction between StarPound, Kamailio and Asterisk. You must log into your organization (not the Master organization) in Management Console to configure these settings.

 

Applications

 You specify settings for an application that requires voice interaction on the Applications page. You specify:

  • The application name
  • The launching media queue (inbound route) that is associated with the application. Any call that is received at this inbound route will invoke an instance of the application.
  • The processing media queue where an incoming call should be connected while the application is being initiated.

 Note: Applications that only initiate outbound calls only need to be assigned a processing media queue. These applications do not use a launching media queue.

 

Queues

 You specify the media queue associated with a queue on the Queues page. When a work item with an associated phone call is assigned to this queue, the call will be switched to the specified media queue while the work item is routed.

Note: Some applications may use an on-hold application to control the music and messages played to the user while on hold. You must still specify a media queue for the queue where these calls will be held, so that the calls in the on-hold application appear in statistics for DashBoard (for more information, see Call Center guide).

 

Call Recording Configuration

 After you created media queues (launching and processing ones) and connected them with an application, you can enable call recording in the Call Recording Configuration area. Every single media queue launching is associated with Call Recording. In the Call Recording Area, you will be able to set a percentage of recorded calls.

 

Setting Up Queues

 You use the Queue Administration area of Management Console to specify the media queue associated with each queue that will receive work items with phone calls. (This duplicates the function of the Queues page in the Telephony area.)

When a work item with an associated phone call is assigned to this queue, the call will be switched to the specified media queue while the work item is routed.

 

Setting Up Users

 You use the User Administration area of Management Console to define:

  • User extension and SIP password
  • Auto connect and Use Agent B2BUA options
  • The user's access to queues that are set up for telephony
  • The user's membership in teams that use Group Ring distribution

 You can set up queue access for an Administration Server user using several methods:

  • By assigning the user a role that has access to one or more queues
  • By giving the user membership in a team with an assigned role that has access to one or more queues
  • By setting up a queue modifier for the user to access queues regardless of role assignments

  

Setting Up Resource Pool

 The Resource Pool area is intended to broaden restrictions connected with server overloading. In order to improve system performance and scalability, media servers and browsers are able to connect in pools. In the Resource Pool area, you can set up additional Asterisk servers and VXML-browsers.

  • VRU Name of VXML browser must be the same as Route ID in Voxeo
  • When adding up a new server, you will have to submit the following information:
    Server Name
    Server IP
    SIP-port
    Server type (media server or VXML-browser)
  • If you set up a media server, you need to submit extra information enabling IVR support:
    SSH-port
    Login
    Password
    Sound Folder
    Subfolder