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18.3. Number Conversion Number Conversion is used to convert a telephone number to Standard Telephone Number format. Secondly, it is also used for number completion and to convert a telephone number to a dialable number. Correct Number Conversion depends on: 1. If the telephone number is in the same country, in the same area or within the company. 2. The outside access code, national prefix or international prefix that has to be added or re- moved. The dialing rules (see 18.2 Dialing Rules Configuration) provide the required information for Number Conversion. 18.3.1. Number Conversion after upgrade If your system has been upgraded, it may still contain telephone numbers with an outside access code. You have several options to solve that: 1. You can update these numbers manally. 2. You can use the Phone Number Conversion Update Wizard, which converts existing external numbers in your system to Standard Telephone Number format. Note that it is also preferred to use Standard Telephone Number format in directory import files. If not, you can apply the Phone Number Conversion Update Wizard again. NB: after an upgrade the system will still be able to handle most ‘old’ telephone numbers correctly, when (for some reason) you decided to postpone the update of these numbers. However, this feature can interfere with interpretation of international telephone numbers which are not in E164 format. If you experience problems in this area please modify the PSTNRules.xml file (in C:\\Program Files\\Common Files\\NEC\\Configuration) and change <CountryList Upgrade=\"Y\"> to <CountryList Upgrade=\"N\">. You need to restart the Configuration Service after this modification. 18.3.2. Trunk Line access codes You need to do some extra configuration when: 1. you have a PBX network with two or more PBXs - AND - 2. the network contains one of the following PBX types: - 2000IPS / SV8300 - SV7000 / SV8500 / 2400IPX - SV8100 / AspireX - UNIVERGE 3C - OR In case of SV7000 / SV8500 and 2400IPX with older versions or not programmed TAC. By default BCT expects that the PBX gives the TAC with the external numbers. In such configurations the telephone number information from the PBX might have no or wrong out- side access code prefix. Example: 351

Telephone numbers from or to the marked routes might be presented to the BCT application in the wrong format. To correct this, please execute the following steps for each PBX of the above listed types: 1. Step 1: Check whether all trunk routes (CCIS routes!) in the PBX have the same Outside Access Code. If “YES”: no further configuration is needed for this PBX (configuration has already been done automatically). If “NO”: go to step 2. Note: The CCIS routes between the PBXs might have no Outside Access Code. Configure this con- figuration as described below, and define an empty Outside Access Code prefix for each CCIS route. 2. Step 2: Find the Area of the PBX in the ‘Default Extension Area’ for the PBX, see 8.1.7. Connection to PBX. Go to the Dialing Rules tab and open the edit screen for this Area. The Outside Access Code(s) is a comma-separated list; add the Outside Access Codes that are not yet there at the end of the list. 3. Step 3: With notepad or any XML editor, open the CTI Configuration file ‘CTIconfig.xml’ (by default locat- ed in C:\\Program Files\\Common Files\\NEC\\TSAPI Service). You will find the default configuration for the PBX that looks like the following example: <PBXConfiguration> <PBX IP=\"192.168.0.1\" Type=\"SV8300\"> <TrunkAccessCode Prefix=\"0\" /> </PBX> </PBXConfiguration> Adapt these lines to reflect the projecting of the PBX. Below an example (the bold lines are added): <PBXConfiguration> <PBX IP=\"192.168.0.1\" Type=\"SV8300\"> <TrunkAccessCode Prefix=\"0\" /> <Trunk RouteNr=\"20\"> <TrunkAccessCode Prefix=\"9\" /> </Trunk> <Trunk RouteNr=\"50\"> <TrunkAccessCode Prefix=\"\" /> </Trunk> </PBX> </PBXConfiguration> This configuration means that the Outside Access Code prefix for all trunk routes is ‘0’ except for route 20 (Outside Access Code prefix = ‘9’) and route 50 (no additional prefix required). 352

18.3.3. Phone Number Conversion Update Wizard The Phone Number Conversion tool converts existing phone numbers to the standardized format. So after upgrade from previous versions it is advised to run this conversion. Go to Start/Program Files/Business ConneCT/Tools and select Phone Number Update Wizard. After the welcome page, there will be a page with the actual dialing rules. Check this page carefully if the rules are the required ones, because the conversion will rely on these settings. In the next page the categories for conversion can be selected: Figure 18-1 Phone Number Conversion Update Wizard - Category selection In the next page you can select to perform the conversion persistent or in preview mode. If in any doubt about the conversion, use preview mode first. The next page is a progress and overview page on the conversion results: Updated: number of converted telephone numbers Invalid: number of telephone numbers that could not be updated because they were not recognized as valid numbers or because there was more than one possible interpretation (in- valid-ambiguous). Skipped: number that did not need update because they were in standard format already. In the next page the log files can be checked to see if the numbers have been converted correctly. Each time 3 log files will be created: Updated: all converted numbers. Invalid: numbers which have not been converted, because they are invalid numbers. Update these manually. Invalid ambiguous: numbers which have not been converted, because they could be con- verted to more than one number. Update these manually. There are several columns in the logfiles. The most important ones are: Column Remarks OriginalNumber Number before conversion 353

UpdatedNumber Number after conversion NumberLocation Detailed information where the number is located in the configuration RecommendedActions Provides advice what to do with the number 354

19. Appendix I – Glossary of BCT Terms and Acronyms 1. BCT Contact Center Client Software package that will install on the client PC, which contains 2. BCT DECT Client a.o. BCT Supervisor. 3. BCT Desktop Client 4. BCT DT XML Client Company Directory browsing capability on DECT handsets. 5. BCT Mobile Client Provides presence and click-to-dial for entries found. 6. BCT Polycom Client 7. BCT Supervisor BCT PC client for Operator, Contact center Agent or Employee. 8. Call Flow Personal-, Company- and External Directory access, Call log, Voicemail log, all with presence and dialing functionality, Incoming call and Deflect functionality on a NEC DT 7xx terminal. Web based access for certified Mobile phones to Personal-, Company- and External Directory, providing presence and click-to- dial; possibility to set/reset temporary presence. Anonymous Access to the BCT Company Directory with presence and click-to-dial for a range of Polycom terminals. A tool kit with a flexible and user-friendly interface for Administra- tor, PBX engineer or Supervisor, which can be used to either configure part of the system; build a Call Flow; monitor the Contact Center behavior; generate statistical reports; manage wallboard information; manage agents and groups. By creating login accounts with certain privileges, an administrator can control whether supervisors can use more or fewer functions. A call flow is a collection of call flow modules. The modules are linked and from that moment on we talk about a call flow. The call flow guides the call / caller trough the linked call flow modules. 9. Configuration Wizard A caller dials the number of the BCT Contact Center. The PBX is 10.Directory Browser configured in such a way that the caller will be connected to one 11.Fallback of the IVR lines, the so-called Starter Lines. A call flow always starts with a starter module. The starter module specifies the IVR lines that are used as Starter Lines and the next module in the call flow when entering those Starter Lines. From the starter the call is transferred to the next module. With the successive call flow modules you can automate and customize how calls are handled by the BCT Call Center. A quick configuration tool used for initial configuration of BCT for a stand-alone PBX with a single operator and or a simple straightforward Contact Center The BCT web application for BCT users, providing separate tabs for personal-, company- and external phonebooks, as well as management of a user's personal properties. With fallback we refer to alternatives for a functionality, connection or device in case of break down. Please refer to the document on BCT fallback scenarios on the support pages for extra information and remedies. 355

12.IVR configuration Calls are queued on an IVR line group. Voicemail and announce- ments are played via Dialogic boards or VMP in the BCT server. 13.IVR less configuration IVR configuration must be used in case the Call Flow contains in- teractions with the caller, and uses Call Flow modules where lines 14.Location Diversity are needed during the whole call life time: 15.Monitored number 16.Queue Voicemail 17.Routing Point Auto Attendant 18.Starter Line Option Menu 19.Synchronization Identification with PID 20.BCT System Settings In an IVR-less configuration, no Dialogic or VMP lines are reserved for the Call Flow. Calls are queued on Routing Points and not on IVR lines. This can always be used for: Routing to group of agents Identification with dialing or dialed number Outbound service without announcements etc. However, an IVR-less Call Flow can ‘borrow’ existing IVR lines to use it shortly when needed, for instance To play Queue announcements To play Outbound announcements etc. Situations where there is no response from / interaction with the caller. Note: In a system without IVR lines, some announcements in Queue are still possible via the PBX. A PBX feature of the SV7000/SV8500. It takes care of automatic takeover of most of the PBX functionality between PBXs in case of failure of one of them (including numbers). The PBXs may be located on different geographic locations. Extensions in the PBX of which all the activity is signaled to applications (eternal to the PBX). And on top of that these applications can control those extensions and set up or answer calls or (re)set forwardings on behalf of those extensions. A Queue is a number in the PBX (a Routing Point or Virtual exten- sion), or a telephone-line registered on the BCT server where mul- tiple calls can be positioned while they are not (yet) connected to actual telephones. Depending on the status of the BCT clients or the telephones in the company, BCT moves these calls between the Virtual extensions (queues) and extensions with actual telephones. A virtual number that is monitored by BCT. Calls are queued on these virtual numbers until they are handled by BCT. A starter line represents a number or range of numbers. When that number (or a number in the range) is called, then the call en- ters the Call Center in the related Starter Module (the starting point of a Call Flow). An activity of the BCT server to retrieve extension data from the PBX. It comprises a.o. the extension numbers, forwarding status and extension type. This data is used to assist the engineer or administrator in configuration of the BCT system. A Web application where you can manage users and directory entries, PBX connectivity, the BCT health status and other system 356

21.Virtual extension wide settings. 22.Standard Telephone An extension in the PBX that is used by BCT to create certain func- Number format tionality. These extensions have all the capabilities of a ‘normal’ extension, but do not have a real telephone connected. BCT uses these extensions especially for creating Queue functionality in the PBX. The standard format for internal numbers is DNR. The standard format for external numbers is E164. An E164 number typically contains the following elements (not all elements are applicable in all countries): 1. Internal number (within the company) 2. Local number (within the area) 3. National number (within the country) 4. International number 5. International prefix 357

20. Appendix J – Open Source License Acknowledgement Business ConneCT uses third-party open source software, in modified or in unmodified form, subject to the following licenses (see next paragraphs). A copy of the, by NEC Nederland B.V. modified third-party open source software source code can be obtained “as-is” by sending a written request to: NEC Nederland B.V. P.O. BOX 32 1200 JD Hilversum The Netherlands 20.1. Sofia SIP Stack Website: http://sofia-sip.sourceforge.net/ OSS License: LGPL Used version: 1.12.10 Adapted: Yes You may obtain a copy of the LGPL at: http://www.gnu.org/licenses/lgpl.html Upon request, the Owner can provide you a copy of the license. 20.2. PJSIP (PJMedia) Website: http://www.pjsip.org/ OSS License: GPL Used version: 1.4 Adapted: yes You may obtain a copy of the LGPL at: http://www.gnu.org/licenses/lgpl.html Upon request, the Owner can provide you a copy of the license. 20.3. gSOAP Website: http://gsoap2.sourceforge.net/ OSS License: GPL Used version: 2.7.9 Adapted: No You may obtain a copy of the LGPL at: http://www.gnu.org/licenses/lgpl.html Upon request, the Owner can provide you a copy of the license. 20.4. SharpZipLib Website: http://icsharpcode.net/OpenSource/SharpZipLib/ OSS License: GPL Used version: 0.85.5.452 Adapted: No You may obtain a copy of the LGPL at: http://www.gnu.org/licenses/lgpl.html Upon request, the Owner can provide you a copy of the license. 20.5. nHibernate Website: http://www.nhibernate.org/ OSS License: LGPL Used version: 1.2.1.GA Adapted: No 358

You may obtain a copy of the LGPL at: http://www.gnu.org/licenses/lgpl.html Upon request, the Owner can provide you a copy of the license. 20.6. OpenSSL This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit (http://www.openssl.org/). Website: http://www.openssl.org/ OSS License: Dual License (OpenSSL / SSLeay) Used version: 0.9.8j Adapted: No Copyright (c) 1998-2008 The OpenSSL Project. All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: 1. Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. 2. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the dis- tribution. 3. All advertising materials mentioning features or use of this software must display the following acknowledgment: \"This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit. (http://www.openssl.org/)\" 4. The names \"OpenSSL Toolkit\" and \"OpenSSL Project\" must not be used to endorse or promote products derived from this software without prior written permission. For written permission, please contact [email protected]. 5. Products derived from this software may not be called \"OpenSSL\" nor may \"OpenSSL\" appear in their names without prior written permission of the OpenSSL Project 6. Redistributions of any form whatsoever must retain the following acknowledgment: \"This prod- uct includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit (http://www.openssl.org/)\" THIS SOFTWARE IS PROVIDED BY THE OpenSSL PROJECT “AS IS'' AND ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE OpenSSL PRO- JECT OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLA- RY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTI- TUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEV- ER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFT- WARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. 359

21. Appendix K – Exchange Integration BCT can be integrated with Microsoft Exchange; users’ calendar Free/Busy information and working hours will be retrieved from Exchange Server. Required:  BCT license: Employee-Outlook Calendar Intregration (on/off)  Microsoft Exchange Server 2007 + SP1 or 2010 EWS url, typically https://<exchangeservername>/EWS/Exchange.asmx Windows credentials for NT authentication To configure the Exchange Server, go to System Settings, click the Miscellaneous tab and locate the \"Exchange Server for Calendar Integration\" field. See 8.1.14 Miscellaneous for more details. 360

22. Appendix L – How to limit public access to BCT web pag- es and web applications When a customer wants some BCT functionality be available from outside the company network, the BCT Server is placed in the DMZ. By default all BCT web pages and folders are then publicly accessable from the internet. Some of the BCT web pages are redirected via Central Authentication (CA) so the user must login first, but others are directly accessable. These pages are not required to be available outside the network (segment) of the BCT Server and clients, and should be protected against unauthorised external access. Only when the customer wants to be able to use particular functionality outside the company network (from the internet), some of these pages must be made available for external access. For general information and guidelines about addressing and managing network security risks, see the whitepaper: “Business ConneCT Mobile Client Network Security”. This document describes how to (de)couple IIS (from) to the internet. To limit the access to the BCT web pages, IIS has a way to restrict all but a certain subset of IP ad- dresses to have access access IIS pages: 1. Open the Web Server (IIS). 2. Verify that the IP and Domain Restrictions Role has been installed on the server 3. Double-click the IPv4 Address and Domain Restrictions icon. 4. Click on the Edit Feature Settings link (on the right side of the window) 5. Now you will see the Edit and Domain Restrictions Settings dialog box 6. Select ‘Deny’ and click OK. Anyone accessing the site will now get a 403 – Forbidden error. 7. To let some IP addresses in, you can add a single address or range of addresses specifically. If you want to let only one PC into the server, you have to add an Allow Restriction Rule for its specific IP address. If you need a less specific range, you have to add an Allow Restriction Rule for an address range, for example your internal office network addresses. Let’s assume that they are in the 10.160.30.xxx range. Then you have to specify: IPv4 address range: 10.160.30.0 Mask: 255.255.255.0 This will be the entire class ‘C’ range (255.255.255.0) of the 10.160.30.0 subnet. 8. To provide access for external clients, you need to specify their external IP addresses. and for each IP-address add an Allow Restriction Rule. This assumes that the external address is static – if it’s dynamic and it changes, then you will have to Delete and Re-add the rule with the new IP ad- dress before they will have access again. 9. Now only the internal network and anyone on the client’s network have access to the site – for the rest of the internet, it is a 403 error. 361