XiVO Solutions Documentation (Polaris Edition)¶

Warning

LTS Polaris (2017.11) is no longer supported. No bugfixes and no security updates will be provided for this version. We recommend that you upgrade to the latest LTS.

Important

What’s new in this version ?

New CC Agent web interface with enriched features like customer path and call history.

See Polaris (2017.11) page for the complete list of New Features and Behavior Changes.

Note

For previous LTS version, see XiVO Five documentation.

XiVO solutions developed by Avencall is a suite of PBX applications based on several free existing components including Asterisk and our own developments. This powerful and scalable solution offers a set of features for corporate telephony and call centers to power their business.

You may also have a look at our development blog for technical news about the solution

Introduction¶

XiVO solutions is a suite of PBX applications based on several free existing components including Asterisk and our own developments. XiVO provides a solution for enterprises who wish use modern communication services (IPBX, Unified Messaging, …) to businesses. It gives especially access to outsourced statistics, real-time supervision screens, third-party CTI integration and recording facilities.

XiVO solutions is free software. Most of its distinctive components, and XiVO solutions as a whole, are distributed under the GPLv3 license.

XiVO solutions documentation is also available as a downloadable HTML, EPUB or PDF file. See the downloads page for a list of available files or use the menu on the lower right.

XiVO History¶

XiVO was created in 2005 by Sylvain Boily (Proformatique SARL). The XiVO mark is now owned by Avencall SAS after a merge between Proformatique SARL and Avencall SARL in 2010. The XiVO core team now works for Avencall in Lyon (France) and Prague (Czech Republic)

XiVO 1.2 was released on February 3, 2012.
XiVO 13.07 was the last version with Asterisk 1.8.21.0
XiVO 13.08 includes Asterisk 11.3.0 in May 2013
XiVO 13.25 is running under Wheezy in December 2013
XiVO 14.02 is now called XiVO Five to celebrate the editor 5th year
XiVO 15.13 runs Asterisk 13 in July 2015
XiVO 15.20 is running under Jessie in January 2016
XiVO 2016.02 starts the new versioning system including XiVO-CC and XiVO-UC modules in October 2016
XiVO solutions 2016.04 includes new XiVO assistant, web edition, mobile edition and Desktop edition in December 2016
XiVO solutions 2017.03 in April 2017 is the first Long Term Support version
XiVO solutions 2017.11 in October 2017 is the second Long Term Support release

In April 2017 the 3rd, Avencall released the fist Long Term Support release of XiVO.solution software suite. The main goal is to offer a stable version every 6 months even if the team is still doing small and agile iterations of 3 weeks. This release LTS 2017.03 will be the last XiVO Five.

In October 2017, Avencall released the second LTS release of XiVO.solutions software suite: among other things, it includes major improvements in the CC Agent application.

Next release is on the way, will be called XiVO Aldebaran and will be available in April 2018.

Getting Started¶

This section will show you how to create a user with a SIP line. This simple use case covers what a lot of people need to start using a phone. You can use these steps for configuring a phone (e.g a softphone, an Analog-to-Digital switch or a SIP phone).

This tutorial doesn’t cover how to automatically provision a supported device. For this, consult the provisionning section.

We first need to log into the XiVO web interface. The web interface is where you can administer the whole system.

Logging into the XiVO

When logged in, you will see a page with all the status information about your system. This page helps you monitor the health of your system and gives you information about your network. Please note the IP address of your server, you will need this information later on when you will configure your device (e.g. phone)

System informations

To configure a device for a user, start by navigating to the IPBX menu. Hover over the Services tab, a dropdown menu will appear. Click on IPBX.

Menu IPBX

Select the Users setting in the left menu.

Users settings

From here, press on the “plus” sign. A pop up will appear where you can click on Add.

Adding a new line

We now have the form that will allow us to create a new user. The three most important fields are ‘First name’, ‘Last name’ and ‘Language’. Fill in the fields and click on Save at the bottom. For our example, we will create a used called ‘Alice Wonderland’.

User information

Afterwards, click on the “Lines” tab.

Lines menu

Enter a number for your phone. If you click inside the field, you will see the range of numbers you can use. For our example, we will use ‘1000’.

Line information

By default, the selected protocol is SIP, which is what we want for now. Click on Save to create the line.

Save

We now have a user named ‘Alice Wonderland’ with the phone number ‘1000’.

User added information

Now we need to go get the SIP username and password to configure our phone. Go back to the IPBX menu on the left, and click on ‘Lines’.

Lines information

You will see a line associated with the user we just created. Click on the pencil icon to edit the line.

Edit line

We can now see the username and password for the SIP line. you can configure your phone using the IP for your server, the username and the password.

General line information

Installation & Upgrade Guide¶

In-depth documentation on installation and deployment of XiVO solution systems.

XiVO Installation & Upgrade¶

Installing the System¶

Please refer to the section Troubleshooting if ever you have errors during the installation.

There are two official ways to install XiVO:

using the official ISO image
using a minimal Debian installation and the XiVO installation script

XiVO can be installed on both virtual (QEMU/KVM, VirtualBox, …) and physical machines. That said, since Asterisk is sensitive to timing issues, you might get better results by installing XiVO on real hardware.

Installing from the ISO image¶

Note

Our ISO image does not support UEFI system

Download the ISO image. (latest version) (all versions)
Boot from the ISO image, select Install and follow the instructions. You must select locale en_US.UTF-8.
At the end of the installation, you can continue by running the configuration wizard.

During the installation of Debian, only a proxy that supports proxying http/https requests may eventually be entered. Otherwise GPG key of XiVO repository will not be installed and must be added manually:

wget http://mirror.xivo.solutions/xivo_current.key -O - | apt-key add -

Installing from a minimal Debian installation¶

XiVO can be installed directly over a 64-bit Debian Jessie. When doing so, you are strongly advised to start with a clean and minimal installation of Debian Jessie.

The latest installation image for Debian Jessie can be found at https://www.debian.org/releases/jessie/debian-installer.

Requirements¶

The installed Debian must:

use the architecture amd64
have a default locale en_US.UTF-8

Note

In case you want to migrate a XiVO from i386 to amd64, see Migrate XiVO from i386 (32 bits) to amd64 (64 bits).

Installation¶

Once you have your Debian jessie properly installed, download the XiVO installation script and make it executable:

wget http://mirror.xivo.solutions/xivo_install.sh
chmod +x xivo_install.sh

If the script is run without a modifier, it installs the latest LTS version. To install XiVO Polaris, run:

./xivo_install.sh -a 2017.11-latest

At the end of the installation, you can continue by running the configuration wizard.

Alternatives versions¶

The installation script can also be used to install an archive version of XiVO (14.18 or later only). For example, if you want to install XiVO 16.03:

./xivo_install.sh -a 16.03

When installing an archive version, note that:

versions 14.18 to 15.19 of XiVO can only be installed on a Debian 7 (wheezy) system
the 64-bit versions of XiVO are only available starting from 15.16

You may also install development versions of XiVO with this script. These versions may be unstable and should not be used on a production server. Please refer to the usage of the script:

./xivo_install.sh -h

Other installation methods¶

It’s also possible to install XiVO by PXE. It is not documented here.

Running the Wizard¶

After the system installation, you must go through the wizard before being able to use your XiVO. Open your browser and enter your server’s IP address in the navigation bar. (For example: http://192.168.1.10)

Language¶

You first have to select the language you want to use for the wizard.

Select the language

License¶

You then have to accept the GPLv3 License under which XiVO is distributed.

Accept the license

Configuration¶

Basic configuration

Enter the hostname (Allowed characters are : A-Z a-z 0-9 -)
Enter the domain name (Allowed characters are : A-Z a-z 0-9 - .)
Enter the password for the root user of the web interface,
Configure the IP address and gateway used by the VoIP interface
Modify the DNS server information if needed
And finally, choose (or not) to apply the default configuration for France (see: Default configuration for France).

Entities and Contexts¶

Contexts are used for managing various phone numbers that are used by your system.

The Internal calls context manages extension numbers that can be reached internally
The Incalls context manages calls coming from outside of your system
The Outcalls context manages calls going from your system to the outside

Entities and Contexts

Enter the entity name (e.g. your organization name) (Allowed characters are : A-Z a-z 0-9 - .)
Enter the number interval for you internal context. The interval will define the users’s phone numbers for your system (you can change it afterwards)
Enter the DID range and DID length for your system.
You may change the name of your outgoing calls context.

Validation¶

Finally, you can validate your configuration by clicking on the Validate button. Note that if you want to change one of the settings you can go backwards in the wizard by clicking on the Previous button.

Warning

This is the last time the root password will be displayed. Take care to note it.

Congratulations, you now have a fully functional XiVO server.

To start configuring XiVO, see Getting Started.

Default configuration for France¶

Note

This option was introduced in 2017.01 version.

During the wizard you can choose to apply a default configuration for France : see Wizard configuration step. This option introduce a set of default parameters that will be useful particularly for a XiVO PBX installed in France.

The default parameters configured are listed in the sections below.

Default SIP parameters¶

In Services -> IPBX -> General settings -> SIP Protocol the following parameters are changed:

for call presentation (in tab Default):
- Trust the Remote-Party-ID is set to Yes
- Send the Remote-Party-ID is set to PAI
for codecs order (in tab Signaling): G.711 A-law > G.722 > G.729A > H.264 is the default order.

Outgoing call rules¶

A set of default outgoing call rules according to the French numbering plan is set up by default. In Services -> IPBX -> Call management -> Outgoing calls two outgoing call rules are defined:

sortants-france: pattern for french numbering plan numbers,
urgences-france: pattern for french emergency numbers.

Note

For these outgoing call rules, a ‘void’ cutomized trunk named ‘Local/template_a_changer’ is defined. This one must be deleted or modified according to your configuration.

Right call rules¶

Also, a set of right call is predefined according to the set of outgoing call rules. In Services -> IPBX -> Call management -> Call permissions you will find the following preconfigured right call group:

Name [1]	Action	Description
national	Allow	Patterns for national numbers.
urgences	Allow	Patterns for emergency numbers.
mobiles	Allow	Patterns for mobile numbers.
numeros-a-valeur-ajoutee	Allow	Patterns for services numbers.
international	Allow	Patterns for international numbers.
refuser-tout	Allow	Patterns for all.

[1]	this name can be used when importing users. See Call permissions section in User import.

Default template device¶

The ‘Default config device’ template (in Configuration -> Provisioning -> Template device) has preconfigured language and time zone.

Post Installation¶

Here are a few configuration options that are commonly changed once the installation is completed. Please note that these changes are optional.

Display called name on internal calls¶

Note

Configured by default if you checked the Apply default onfiguration for France at the wizard time (see Wizard configuration step).

When you call internally another phone of the system you would like your phone to display the name of the called person (instead of the dialed number only). To achieve this you must change the following SIP options:

Services ‣ IPBX ‣ General settings ‣ SIP Protocol ‣ Default:
- Trust the Remote-Party-ID: yes,
- Send the Remote-Party-ID: select PAI

Incoming caller number display¶

The caller ID number on incoming calls depends on what is sent by your operator. You can modify it via the file /etc/xivo/asterisk/xivo_in_callerid.conf.

Note

The reverse directory lookup use the caller ID number after it has been modified by xivo_in_callerid.conf

Examples:

If you use a prefix to dial outgoing numbers (like a 0) you should add a 0 to all the add = sections,
You may want to display incoming numbers in E.164 format. For example, you can change the [national1] section to:
```
callerid = ^0[1-9]\d{8}$
strip = 1
add = +33
```

To enable the changes you have to restart xivo-agid:

service xivo-agid restart

Time and date¶

Configure your locale and default time zone device template => Configuration ‣ Provisioning ‣ Template Device by editing the default template
Configure the timezone in => Services ‣ IPBX ‣ General settings ‣ Advanced ‣ Timezone
If needed, reconfigure your timezone for the system:
```
dpkg-reconfigure tzdata
```

Codecs¶

Note

Configured by default if you checked the Apply default onfiguration for France at the wizard time (see Wizard configuration step).

You should also select default codecs. It obviously depends on the telco links, the country, the phones, the usage, etc. Here is a typical example for Europe (the main goal in this example is to select only G.711 A-Law instead of both G.711 A-Law and G.711 µ-Law by default):

SIP : Services ‣ IPBX ‣ General settings ‣ SIP Protocol ‣ Signaling:
- Customize codec : enabled
- Codec list:
  G.711 A-Law G.722 G.729A H.264

Voicemail¶

In General Settings ‣ Voicemails ‣ General uncheck parameter Get transfered to an operator because this option is not implemented in XiVO PBX.

Telephony Hardware¶

This section describes how to configure the telephony hardware on a XiVO server.

Note

Currently XiVO supports only Digium Telephony Interface cards

The configuration process is the following :

Load the correct DAHDI modules¶

For your Digium card to work properly you must load the appropriate DAHDI kernel module. This is done via the file /etc/dahdi/modules and this page will guide you through its configuration.

Know which card is in your server¶

You can see which cards are detected by issuing the dahdi_hardware command:

dahdi_hardware
pci:0000:05:0d.0     wcb4xxp-     d161:b410 Digium Wildcard B410P
pci:0000:05:0e.0     wct4xxp-     d161:0205 Wildcard TE205P (4th Gen)

This command gives the card name detected and, more importantly, the DAHDI kernel module needed for this card. In the above example you can see that two cards are detected in the system:

a Digium B410P which needs the wcb4xxp module
and a Digium TE205P which needs the wct4xxp module

Create the configuration file¶

Now that we know the modules we need, we can create our configuration file:

Create the file /etc/dahdi/modules:
```
touch /etc/dahdi/modules
```
Fill it with the modules name you found with the dahdi_hardware command (one module name per line). In our example, your /etc/dahdi/modules file should contain the following lines:
```
wcb4xxp
wct4xxp
```

Note

In the /usr/share/dahdi/modules.sample file you can find all the modules supported in your XiVO version.

Apply the configuration¶

To apply the configuration, restart the services:

xivo-service restart

Next step¶

Now that you have loaded the correct module for your card you must:

check if you need to follow one of the Specific configuration sections below,
and continue with the next configuration step which is to configure the echo canceller.

Specific configuration¶

This section lists some specific configuration. You should not follow them unless you have a specific need.

TE13x, TE23x, TE43x: E1/T1 selection¶

With E1/T1 cards you must select the correct line mode between:

E1 : the European standard,
and T1 : North American standard

For old generation cards (TE12x, TE20x, TE40x series) the line mode is selected via a physical jumper.

For new generation cards like TE13x, TE23x, TE43x series the line mode is selected by configuration.

If you’re configuring one of these TE13x, T23x, T43x cards then you MUST create a configuration file to set the line mode to E1:

Create the file /etc/modprobe.d/xivo-wcte-linemode.conf:
```
touch /etc/modprobe.d/xivo-wcte-linemode.conf
```
Fill it with the following lines replacing DAHDI_MODULE_NAME by the correct module name (wcte13xp, wcte43x …):
```
# set the card in E1/T1 mode
options DAHDI_MODULE_NAME default_linemode=e1
```
Then, restart the services:
```
xivo-service restart
```

Hardware Echo-cancellation¶

It is recommended to use telephony cards with an hardware echo-canceller module.

Warning

with TE13x, TE23x and TE43x cards, you MUST install the echo-canceller firmware. Otherwise the card won’t work properly.

Know which firmware you need¶

If you have an hardware echo-canceller module you have to install its firmware.

You first need to know which firmware you have to install. The simplest way is to restart dahdi and then to lookup in the dmesg which firmware does DAHDI request at startup:

xivo-service restart
dmesg |grep firmware
[5461540.738209] wct4xxp 0000:01:0e.0: firmware: agent aborted loading dahdi-fw-oct6114-064.bin (not found?)
[5461540.738310] wct4xxp 0000:01:0e.0: VPM450: firmware dahdi-fw-oct6114-064.bin not available from userspace

In the example above you can see that the module wct4xxp requested the dahdi-fw-oct6114-064.bin firmware file but did not found it. But you now know that you need the dahdi-fw-oct6114-064.bin firmware.

Install the firmware¶

When you know which firmware you need you can install it with xivo-fetchfw utility.

Use xivo-fetchfw to find the name of the package. You can search for digium occurrences in the available packages:
```
xivo-fetchfw search digium
```
Find the package name which matches the firmware file you need. In our example, we need the dahdi-fw-oct6114-064.bin file which is supplied by the package named digium-oct6114-064:
```
xivo-fetchfw install digium-oct6114-064
```

Activate the Hardware Echo-cancellation¶

Now that you installed hardware echo-canceller firmware you must activate it in /etc/asterisk/chan_dahdi.conf file:

echocancel = 1

Apply the configuration¶

To apply the configuration, restart the services:

xivo-service restart

Next step¶

Now that you have loaded the correct module for your card you must:

check if you need to follow one of the Specific configuration sections below,
and continue with the next configuration step which is to configure your card according to the operator links.

Specific configuration¶

This section describes some specific configuration. You should not follow them unless you have a specific need.

Use the Hardware Echo-canceller for DTMF detection¶

If you have an hardware echo-canceller you may want to use it to detect the DTMF signal (instead of asterisk).

Create the file /etc/modprobe.d/xivo-hwec-dtmf.conf:
```
touch /etc/modprobe.d/xivo-hwec-dtmf.conf
```
Fill it with the following lines replacing DAHDI_MODULE_NAME by the correct module name (wcte13xp, wct4xxp …):
```
options DAHDI_MODULE_NAME vpmdtmfsupport=1
```
Then, restart the services:
```
xivo-service restart
```

Card configuration¶

Now that you have loaded the correct DAHDI modules and configured the echo canceller you can proceed with the card configuration. Follow one of the appropriate link below :

BRI card configuration¶

Verifications¶

Verify that the wcb4xxp module is uncommented in /etc/dahdi/modules.

If it wasn’t, do again the step Load the correct DAHDI modules.

Generate DAHDI configuration¶

Issue the command:

dahdi_genconf

Warning

it will erase all existing configuration in /etc/dahdi/system.conf and /etc/asterisk/dahdi-channels.conf files !

Configure¶

DAHDI system.conf configuration¶

First step is to check /etc/dahdi/system.conf file:

check the span numbering,
if needed change the clock source,

See detailed explanations of this file in the /etc/dahdi/system.conf section.

Below is an example for a typical french BRI line span:

# Span 1: B4/0/1 "B4XXP (PCI) Card 0 Span 1" (MASTER) RED
span=1,1,0,ccs,ami
# termtype: te
bchan=1-2
hardhdlc=3
echocanceller=mg2,1-2

Asterisk dahdi-channels.conf configuration¶

Then you have to modify the /etc/asterisk/dahdi-channels.conf file:

remove the unused lines like:
```
context = default
group = 63
```
change the context lines if needed,
the signalling should be one of:
- bri_net
- bri_cpe
- bri_net_ptmp
- bri_cpe_ptmp

See some explanations of this file in the /etc/asterisk/dahdi-channels.conf section.

Below is an example for a typical french BRI line span:

; Span 1: B4/0/1 "B4XXP (PCI) Card 0 Span 1" (MASTER) RED
group = 0,11              ; belongs to group 0 and 11
context = from-extern     ; incoming call to this span will be sent in 'from-extern' context
switchtype = euroisdn
signalling = bri_cpe    ; use 'bri_cpe' signalling
channel => 1-2          ; the above configuration applies to channels 1 and 2

Next step¶

Now that you have configured your BRI card:

you must check if you need to follow one of the Specific configuration sections below,
then, if you have another type of card to configure, you can go back to the configure your card section,
if you have configured all your card you have to configure the DAHDI interconnections in the web interface.

Specific configuration¶

You will find below 3 configurations that we recommend for BRI lines. These configurations were tested on different type of french BRI lines with success.

Note

The pre-requisites are:

XiVO >= 14.12,
Use per-port dahdi interconnection (see the DAHDI interconnections section)

If you don’t know which one to configure we recommend that you try each one after the other in this order:

PTMP without layer1/layer2 persistence
PTMP with layer1/layer2 persistence
PTP with layer1/layer2 persistence

PTMP without layer1/layer2 persistence¶

In this mode we will configure asterisk and DAHDI:

to use Point-to-Multipoint (PTMP) signalling,
and to leave Layer1 and Layer2 DOWN

Follow theses steps to configure:

Before the line #include dahdi-channels.conf add, in file /etc/asterisk/chan_dahdi.conf, the following lines:
```
layer1_presence = ignore
layer2_persistence = leave_down
```
In the file /etc/asterisk/dahdi-channels.conf use bri_cpe_ptmp signalling:
```
signalling = bri_cpe_ptmp
```
Create the file /etc/modprobe.d/xivo-wcb4xxp.conf to deactivate the layer1 persistence:
```
touch /etc/modprobe.d/xivo-wcb4xxp.conf
```
Fill it with the following content:
```
options wcb4xxp persistentlayer1=0
```
Then, apply the configuration by restarting the services:
```
xivo-service restart
```

Note

Expected behavior:

The dahdi show status command should show the BRI spans in RED status if there is no call,
For outgoing calls the layer1/layer2 should be brought back up by the XiVO (i.e. asterisk/chan_dahdi),
For incoming calls the layer1/layer2 should be brought back up by the operator,
You can consider that there is a problem only if incoming or outgoing calls are rejected.

PTMP with layer1/layer2 persistence¶

In this mode we will configure asterisk and DAHDI:

to use Point-to-Multipoint (PTMP) signalling,
and to keep Layer1 and Layer2 UP

Follow theses steps to configure:

Before the line #include dahdi-channels.conf add, in file /etc/asterisk/chan_dahdi.conf, the following lines:
```
layer1_presence = required
layer2_persistence = keep_up
```
In the file /etc/asterisk/dahdi-channels.conf use bri_cpe_ptmp signalling:
```
signalling = bri_cpe_ptmp
```
If it exists, delete the file /etc/modprobe.d/xivo-wcb4xxp.conf:
```
rm /etc/modprobe.d/xivo-wcb4xxp.conf
```
Then, apply the configuration by restarting the services:
```
xivo-service restart
```

Note

Expected behavior:

The dahdi show status command should show the BRI spans in OK status even if there is no call,
In asterisk CLI you may see the spans going Up/Down/Up : it is a problem only if incoming or outgoing calls are rejected.

PTP with layer1/layer2 persistence¶

In this mode we will configure asterisk and DAHDI:

to use Point-to-Point (PTP) signalling,
and use default behavior for Layer1 and Layer2.

Follow theses steps to configure:

In file /etc/asterisk/chan_dahdi.conf remove all occurrences of layer1_presence and layer2_persistence options.
In the file /etc/asterisk/dahdi-channels.conf use bri_cpe signalling:
```
signalling = bri_cpe
```
If it exists, delete the file /etc/modprobe.d/xivo-wcb4xxp.conf:
```
rm /etc/modprobe.d/xivo-wcb4xxp.conf
```
Then, apply the configuration by restarting the services:
```
xivo-service restart
```

Note

Expected behavior:

The dahdi show status command should show the BRI spans in OK status even if there is no call,
In asterisk CLI you should not see the spans going Up and Down : if it happens, it is a problem only if incoming or outgoing calls are rejected.

PRI card configuration¶

Verifications¶

Verify that the correct module is configured in /etc/dahdi/modules depending on the card you installed in your server.

If it wasn’t, do again the step Load the correct DAHDI modules

Warning

TE13x, TE23x, TE43x cards :

these cards need a specific dahdi module configuration. See TE13x, TE23x, TE43x: E1/T1 selection paragraph,
you MUST install the correct echo-canceller firmware to be able to use these cards. See Hardware Echo-cancellation paragraph.

Generate DAHDI configuration¶

Issue the command:

dahdi_genconf

Warning

it will erase all existing configuration in /etc/dahdi/system.conf and /etc/asterisk/dahdi-channels.conf files !

Configure¶

DAHDI system.conf configuration¶

First step is to check /etc/dahdi/system.conf file:

check the span numbering,
if needed change the clock source,
usually (at least in France) you should remove the crc4

See detailed explanations of this file in the /etc/dahdi/system.conf section.

Below is an example for a typical french PRI line span:

# Span 1: TE2/0/1 "T2XXP (PCI) Card 0 Span 1" CCS/HDB3/CRC4 RED
span=1,1,0,ccs,hdb3
# termtype: te
bchan=1-15,17-31
dchan=16
echocanceller=mg2,1-15,17-31

Asterisk dahdi-channels.conf configuration¶

Then you have to modify the /etc/asterisk/dahdi-channels.conf file:

remove the unused lines like:
```
context = default
group = 63
```
change the context lines if needed,
the signalling should be one of:
- pri_net
- pri_cpe

Below is an example for a typical french PRI line span:

; Span 1: TE2/0/1 "T2XXP (PCI) Card 0 Span 1" CCS/HDB3/CRC4 RED
group = 0,11            ; belongs to group 0 and 11
context = from-extern   ; incoming call to this span will be sent in 'from-extern' context
switchtype = euroisdn
signalling = pri_cpe    ; use 'pri_cpe' signalling
channel => 1-15,17-31   ; the above configuration applies to channels 1 to 15 and 17 to 31

Next step¶

Now that you have configured your PRI card:

you must check if you need to follow one of the Specific configuration sections below,
then, if you have another type of card to configure, you can go back to the configure your card section,
if you have configured all your card you have to configure the DAHDI interconnections in the web interface.

Specific configuration¶

Multiple PRI cards and sync cable¶

If you have several PRI cards in your server you should link them with a synchronization cable to share the exact same clock.

To do this, you need to:

use the coding wheel on the Digium cards to give them an order of recognition in DAHDI/Asterisk (see Digium_telephony_cards_support),
daisy-chain the cards with a sync cable (see Digium_telephony_cards_support),
load the DAHDI module with the timingcable=1 option.

Create /etc/modprobe.d/xivo-timingcable.conf file and insert the line:

options DAHDI_MODULE_NAME timingcable=1

Where DAHDI_MODULE_NAME is the DAHDI module name of your card (e.g. wct4xxp for a TE205P).

Analog card configuration¶

Limitations¶

XiVO does not support hardware echocanceller on the TDM400 card. Users of TDM400 card willing to setup an echocanceller will have to use a software echocanceller like OSLEC.

Verifications¶

Verify that one of the {wctdm,wctdm24xxp} module is uncommented in /etc/dahdi/modules depending on the card you installed in your server.

If it wasn’t, do again the step Load the correct DAHDI modules

Note

Analog cards work with card module. You must add the appropriate card module to your analog card. Either:

an FXS module (for analog equipment - phones, …),

an FXO module (for analog line)

Generate DAHDI configuration¶

Issue the command:

dahdi_genconf

Warning

it will erase all existing configuration in /etc/dahdi/system.conf and /etc/asterisk/dahdi-channels.conf files !

Configure¶

DAHDI system.conf configuration¶

First step is to check /etc/dahdi/system.conf file:

check the span numbering,

See detailed explanations of this file in the /etc/dahdi/system.conf section.

Below is an example for a typical FXS analog line span:

# Span 2: WCTDM/4 "Wildcard TDM400P REV I Board 5"
fxoks=32
echocanceller=mg2,32

Asterisk dahdi-channels.conf configuration¶

Then you have to modify the /etc/asterisk/dahdi-channels.conf file:

remove the unused lines like:
```
context = default
group = 63
```
change the context and callerid lines if needed,
the signalling should be one of:
- fxo_ks for FXS lines -yes it is the reverse
- fxs_ks for FXO lines - yes it is the reverse

Below is an example for a typical french PRI line span:

; Span 2: WCTDM/4 "Wildcard TDM400P REV I Board 5"
signalling=fxo_ks
callerid="Channel 32" <4032>
mailbox=4032
group=5
context=default
channel => 32

Next step¶

Now that you have configured your PRI card:

you must check if you need to follow one of the Specific configuration sections below,
then, if you have another type of card to configure, you can go back to the configure your card section,
if you have configured all your card you have to configure the DAHDI interconnections in the web interface.

Specific configuration¶

FXS modules¶

If you use FXS modules you should create the file /etc/modprobe.d/xivo-tdm and insert the line:

options DAHDI_MODULE_NAME fastringer=1 boostringer=1

Where DAHDI_MODULE_NAME is the DAHDI module name of your card (e.g. wctdm for a TDM400P).

FXO modules¶

If you use FXO modules you should create file /etc/modprobe.d/xivo-tdm:

options DAHDI_MODULE_NAME opermode=FRANCE

Where DAHDI_MODULE_NAME is the DAHDI module name of your card (e.g. wctdm for a TDM400P).

Voice Compression Card configuration¶

Verifications¶

Verify that the wctc4xxp module is uncommented in /etc/dahdi/modules.

If it wasn’t, do again the step Load the correct DAHDI modules.

Configure¶

To configure the card you have to:

Install the card firmware:
```
xivo-fetchfw install digium-tc400m
```
Comment out the following line in /etc/asterisk/modules.conf:
```
noload = codec_dahdi.so
```
Restart asterisk:
```
service asterisk restart
```

Next step¶

Now that you have configured your Voice Compression card:

you must check if you need to follow one of the Specific configuration sections below,
then, if you have another type of card to configure, you can go back to the configure your card section.

Specific configuration¶

Select the transcoding mode¶

The Digium TC400 card can be used to transcode:

120 G.729a channels,
92 G.723.1 channels,
or 92 G.729a/G.723.1 channels.

Depending on the codec you want to transcode, you can modify the mode parameter which can take the following value:

mode = mixed : this the default value which activates transcoding for 92 channels in G.729a or G.723.1 (5.3 Kbit and 6.3 Kbit)
mode = g729 : this option activates transcoding for 120 channels in G.729a
mode = g723 : this option activates transcoding for 92 channels in G.723.1 (5.3 Kbit et 6.3 Kbit)

Create the file /etc/modprobe.d/xivo-transcode.conf:
```
touch /etc/modprobe.d/xivo-transcode.conf
```
And insert the following lines:
```
options wctc4xxp mode=g729
```
Apply the configuration by restarting the services:
```
xivo-service restart
```
Verify that the card is correctly seen by asterisk with the transcoder show CLI command - this command should show the encoders/decoders registered by the TC400 card:
```
*CLI> transcoder show
0/0 encoders/decoders of 120 channels are in use.
```

Apply configuration¶

If you didn’t do it already, you have to restart the services to apply the configuration:

xivo-service restart

At the end of this page you will also find some general notes and DAHDI.

Notes on configuration files¶

/etc/dahdi/system.conf¶

A span is created for each card port. Below is an example of a standard E1 port:

span=1,1,0,ccs,hdb3
dchan=16
bchan=1-15,17-31
echocanceller=mg2,1-15,17-31

Each span has to be declared with the following information:

span=<spannum>,<timing>,<LBO>,<framing>,<coding>[,crc4]

spannum : corresponds to the span number. It starts to 1 and has to be incremented by 1 at each new span. This number MUST be unique.
timing : describes the how this span will be considered regarding the synchronization :
- 0 : do not use this span as a synchronization source,
- 1 : use this span as the primary synchronization source,
- 2 : use this span as the secondary synchronization source etc.
LBO : 0 (not used)
framing : correct values are ccs or cas. For ISDN lines, ccs is used.
coding : correct values are hdb3 or ami. For example, hdb3 is used for an E1 (PRI) link, whereas ami is used for T0 (french BRI) link.
crc4 : this is a framing option for PRI lines. For example it is rarely use in France.

Note that the dahdi_genconf command should usually give you the correct parameters (if you correctly set the cards jumper). All these information should be checked with your operator.

/etc/asterisk/chan_dahdi.conf¶

This file contains the general parameters of the DAHDI channel. It is not generated via the dahdi_genconf command.

/etc/asterisk/dahdi-channels.conf¶

This file contains the parameters of each channel. It is generated via the dahdi_genconf command.

Below is an example of span definition:

group=0,11
context=from-extern
switchtype = euroisdn
signalling = pri_cpe
channel => 1-15,17-31

Note that parameters are read from top to bottom in a last match fashion and are applied to the given channels when it reads a line channel =>.

Here the channels 1 to 15 and 17 to 31 (it is a typical E1) are set:

in groups 0 and 11 (see DAHDI interconnections)
in context from-extern : all calls received on these channels will be sent in the context from-extern
and configured with switchtype euroisdn and signalling pri_cpe

Debug¶

Check IRQ misses¶

It’s always useful to verify if there isn’t any missed IRQ problem with the cards.

Check:

cat /proc/dahdi/<span number>

If the IRQ misses counter increments, it’s not good:

cat /proc/dahdi/1
Span 1: WCTDM/0 "Wildcard TDM800P Board 1" (MASTER)
IRQ misses: 1762187
  1 WCTDM/0/0 FXOKS (In use)
  2 WCTDM/0/1 FXOKS (In use)
  3 WCTDM/0/2 FXOKS (In use)
  4 WCTDM/0/3 FXOKS (In use)

Digium gives some hints in their Knowledge Base here : http://kb.digium.com/entry/1/63/

PRI Digium cards needs 1000 interruption per seconds. If the system cannot supply them, it increment the IRQ missed counter.

As indicated in Digium KB you should avoid shared IRQ with other equipments (like HD or NIC interfaces).

XiVO UC

XiVO UC add-on¶

This page describes how to install XiVO UC on the XiVO PBX server and how to use it. By XiVO UC we mean a subset of XiVO CC application, namely the Web and Desktop Assistant.

Prerequisites¶

Important

Your XiVO PBX server MUST meet the following requirements:

OS : Debian 8 (jessie), 64 bits
4 GB of RAM
4-core CPU
20 GB of free disk space
you have a XiVO PBX installed in a compatible version (basically the two components XiVO and XiVO UC have to be in the same version).
the XiVO PBX is setup (wizard must be passed) with users, queues and agents, you must be able to place and answer calls.

Warning

By default XiVO-UC installation will pre-empt network subnets 172.17.0.0/16 and 172.18.0.0/16. If these subnets are already used, some manual steps will be needed to be able to install use XiVO-UC. These steps are not described here.
After installing the XiVO UC the XiVO PBX Administration will be only available at https://XiVO_PBX_IP/admin

Install process overview¶

The installation and configuration of XiVO UC is handled by the xivouc-installer script provided with XiVO. You will be asked few questions during the process:

the XiVO PBX IP address,
and whether or not you want to restart XiVO PBX by the installer or later

The xivouc-installer script will install Docker, Docker Compose and packages xivouc and xivouc-nginx-cfg.

Install XiVO UC¶

On XiVO PBX, run XiVO UC installer script:

xivouc-installer

If you choose to restart XiVO PBX later, please do so as soon as possible to apply the modifications made by the installer. Until then, the XiVO UC will not be able to connect correctly to the database.

To restart XiVO services manually, run

xivo-service restart all

After-install steps¶

After a successful installation, start docker containers using the installed xivocc-dcomp script:

xivocc-dcomp up -d

Note

Please, ensure your server date is correct before starting. If system date differs too much from correct date, you may get an authentication error preventing download of the docker images.

Upgrade¶

Packages xivouc-nginx-cfg and xivouc will be upgraded automatically during XiVO PBX upgrade.

The XiVO UC upgrade must then be completed by pulling new docker containers and starting them:

xivocc-dcomp pull
xivocc-dcomp up -d

Using XiVO UC¶

After this installation you have on your XiVO PBX the XiVO UC.

You can now use the *XiVO UC* applications using the XiVO PBX IP address. For example you can access the Web Assistant at :

https://XIVO_PBX_IP

The XiVO PBX Admin interface is now available at: https://XIVO_PBX_IP/admin

Monitoring¶

You can monitor and control XiVO UC components from the XiVO web interface (see Monitoring).

Known issues¶

If you apply network configuration from XiVO web interface (Configuration ‣ Control System menu), docker network interfaces will be lost and XiVO UC will stop working. To fix the network configuration, you will need to run:

systemctl restart docker

Uninstallation¶

Uninstallation consists of these steps:

purge the xivouc package: apt-get purge xivouc
purge Docker: apt-get purge docker-engine
install the default nginx configuration: apt-get install xivo-nginx-cfg
remove docker network: docker network rm xivocc_default

Warning

Do not purge the xivouc-installer package! It is required by XiVO.

Upgrading

Upgrading¶

Upgrading a XiVO PBX is done by executing commands through a terminal on the server. You can connect to the server either through SSH or with a physical console.

Overview¶

To upgrade your XiVO PBX, you have to use both xivo-dist and xivo-upgrade tools. These tools handle the process of upgrading:

the system (Debian packages)
and the XiVO PBX packages

Warning

The following applies to XiVO PBX >= 2016.03. For older version, see Version-specific upgrade procedures section.

There are two cases:

Upgrade to an LTS version of XiVO PBX,
Upgrade to an Intermediate version of XiVO PBX,

Warning

Note that it is not possible to downgrade to any version.

Upgrade to an LTS version¶

To upgrade to a XiVO PBX LTS version you have to update the sources list by using the xivo-dist command:

xivo-dist <XiVO LTS VERSION>

Currently there are two XiVO PBX LTS versions:

(latest) XiVO Polaris (2017.11) - released 2017/10/09:
```
xivo-dist xivo-polaris
```
(old) XiVO Five (2017.03) - released 2017/04/03: see XiVO Five documentation.

Upgrade to an Intermediate version¶

Note

Intermediate versions have a limited support. You should install LTS version only.

Between XiVO PBX LTS versions we release Intermediate versions (to which is given a limited support). To upgrade to a specific Intermediate version, you have to update the sources to point to this specific version. You have to do it with the xivo-dist command. For example, if you want to upgrade to 2017.06:

xivo-dist xivo-2017.06-latest

Preparing the upgrade¶

To prepare the upgrade you should:

Read carefully the Release Notes starting from your current version to the version you target.
Check if you are in a specific setup that requires a specific procedure to be followed (e.g. Upgrading a cluster).
Finally, you can download the packages beforehand by running xivo-upgrade -d. This is not mandatory, but it does not require stopping any service, so it may be useful to reduce the downtime of the server while upgrading.

Upgrade¶

Note

About xivo-upgrade script see:

xivo-upgrade script¶

Usage¶

Note

You can’t use xivo-upgrade if you have not run the wizard yet
Upgrading from a version prior to XiVO PBX 1.2 is not supported.
When upgrading XiVO, you must also upgrade all associated XiVO Clients. There is currently no retro-compatibility on older XiVO PBX Client versions.

This script will update XiVO PBX and restart all services.

There are 2 options you can pass to xivo-upgrade:

-d to only download packages without installing them. This will still upgrade the package containing xivo-upgrade and xivo-service.
-f to force upgrade, without asking for user confirmation

xivo-upgrade uses the following environment variables:

XIVO_CONFD_PORT to set the port used to query the HTTP API of xivo-confd (default is 9486)

Troubleshooting¶

Postgresql¶

When upgrading XiVO, if you encounter problems related to the system locale, see PostgreSQL localization errors.

xivo-upgrade¶

If xivo-upgrade fails or aborts in mid-process, the system might end up in a faulty condition. If in doubt, run the following command to check the current state of xivo’s firewall rules:

iptables -nvL

If, among others, it displays something like the following line (notice the DROP and 5060):

0     0 DROP       udp  --  *      *       0.0.0.0/0            0.0.0.0/0           udp dpt:5060

Then your XiVO will not be able to register any SIP phones. In this case, you must delete the DROP rules with the following command:

iptables -D INPUT -p udp --dport 5060 -j DROP

Repeat this command until no more unwanted rules are left.

For custom setups, follow the required procedures described below (e.g. Upgrading a cluster).
When ready, launch the upgrade process. All XiVO PBX services will be stopped during the process:
```
xivo-upgrade
```
When finished, check that all services are running (the list is displayed at the end of the upgrade).
Check that services are correctly working like SIP registration, ISDN link status, internal/incoming/outgoing calls, XiVO Client connections etc.

Specific procedures¶

Upgrading a cluster¶

Here are the steps for upgrading a cluster, i.e. two XiVO with High Availability (HA):

On the master : deactivate the database replication by commenting the cron in /etc/cron.d/xivo-ha-master
On the slave, deactivate the xivo-check-master-status script cronjob by commenting the line in /etc/cron.d/xivo-ha-slave
On the slave, start the upgrade:
```
xivo-slave:~$ xivo-upgrade
```
When the slave has finished, start the upgrade on the master:
```
xivo-master:~$ xivo-upgrade
```

When done, launch the database replication manually:

xivo-master:~$ xivo-master-slave-db-replication <slave ip>

Reactivate the cronjobs (see steps 1 and 2)

Migrate XiVO from `i386` (32 bits) to `amd64` (64 bits)¶

There is no fully automated method to migrate XiVO from i386 to amd64.

The procedure is:

Upgrade your i386 machine to XiVO >= 15.13
Install a XiVO amd64 using the same version as the upgraded XiVO i386
Make a backup of your XiVO i386 by following the backup procedure
Copy the backup tarballs to the XiVO amd64
Restore the backup by following the restore procedure

Before starting the services after restoring the backup on the XiVO amd64, you should ensure that there won’t be a conflict between the two machines, e.g. two DHCP servers on the same broadcast domain, or both XiVO fighting over the same SIP trunk register. You can disable the XiVO i386 by running:

xivo-service stop

But be aware the XiVO i386 will be enabled again after you reboot it.

Asterisk upgrade procedure¶

Introduction¶

There are three distributions available for each release (since release 2017.03).

For XiVO archive repositories

deb http://mirror.xivo.solutions/archive/ xivo-VERSION-latest main
deb http://mirror.xivo.solutions/archive/ xivo-VERSION-candidate main
deb http://mirror.xivo.solutions/archive/ xivo-VERSION-oldstable main

Alike for XiVO production repositories

deb http://mirror.xivo.solutions/debian/ xivo-five main
deb http://mirror.xivo.solutions/debian/ xivo-five-candidate main
deb http://mirror.xivo.solutions/debian/ xivo-five-oldstable main

The distribution latest contains the current stable version of XiVO PBX and Asterisk.
The distribution candidate contains only Asterisk in higher version than the current.
The distribution oldstable contains only Asterisk in the previous stable version.

Example¶

Repository	Distribution	Section	Content
mirror.xivo.solutions/archive	xivo-2017.03-candidate	main	latest-built-and-tested-version (e.g. asterisk-13.14.0)
mirror.xivo.solutions/archive	xivo-2017.03-latest	main	most-stable-known-version (e.g. asterisk-13.13.1)
mirror.xivo.solutions/archive	xivo-2017.03-previous	main	old-most-stable-known-version (e.g. asterisk-13.10.0)

Upgrade to asterisk candidate¶

Before integrating a new version of asterisk in XiVO PBX, we first build it and deliver it in the xivo-VERSION-candidate distribution of our repository.

The goal is to make it available for specific cases (e.g. urgent bugfixes) before shipping it as the default version. This page explains how to upgrade/downgrade to/from this candidate version.

Warning

This is a specific procedure. You should know what you are doing.

Upgrade to candidate version¶

Warning

This will upgrade your asterisk version and trigger a restart of asterisk. You should know what you are doing.

Edit the xivo sources list file /etc/apt/sources.list.d/xivo-dist.list and add the xivo-VERSION-candidate distribution (see last line entry below):

# xivo-2017.03-latest
deb http://mirror.xivo.solutions/archive/ xivo-VERSION-latest main
# deb-src http://mirror.xivo.solutions/archive/ xivo-VERSION-latest main
deb http://mirror.xivo.solutions/archive/ xivo-VERSION-candidate main

Update the packages list:
```
apt-get update
```

Check the proposed versions with apt-cache policy asterisk. For example it will give you the following result:

# apt-cache policy asterisk
asterisk:
  Installed: 8:13.13.1-1~xivo9+13.13.1+20170105.165406.d2ff9a5
  Candidate: 8:13.13.1-1~xivo9+13.13.1+20170105.165406.d2ff9a5
  Version table:
     8:13.14.0-1~xivo9+13.13.1+20170105.165406.d2ff9a5 0
        100 http://mirror.xivo.solutions/archive/ xivo-2017.03-candidate/main amd64 Packages
 *** 8:13.13.1-1~xivo9+20170321.182632.9ad94c7 0
        500 http://mirror.xivo.solutions/archive/ xivo-2017.03-latest/main amd64 Packages

Install the new version (install also asterisk-dbg package if applicable):
```
apt-get -t xivo-VERSION-candidate install asterisk
```
Restart the services (if you have a XiVO CC, you should restart its services too):
```
xivo-service restart
```

Note: The priority will prevent installing asterisk from xivo-VERSION-candidate whenever running apt-get upgrade or xivo-upgrade.

Downgrade to oldstable version¶

Warning

This will downgrade your asterisk version and trigger a restart of asterisk. You should know what you are doing.

Edit the xivo sources list file /etc/apt/sources.list.d/xivo-dist.list and add the xivo-VERSION-oldstable distribution (see last line entry below):

# xivo-2017.03-latest
deb http://mirror.xivo.solutions/archive/ xivo-2017.03-latest main
# deb-src http://mirror.xivo.solutions/archive/ xivo-2017.03-latest main
deb http://mirror.xivo.solutions/archive/ xivo-2017.03-oldstable main

Update the sources list:
```
apt-get update
```

Check the proposed versions with apt-cache policy asterisk. For example it will give you the following result:

# apt-cache policy asterisk
asterisk:
  Installed: 8:13.13.1-1~xivo9+20170321.130355.9ad94c7
  Candidate: 8:13.13.1-1~xivo9+20170321.130355.9ad94c7
  Version table:
 *** 8:13.13.1-1~xivo9+20170321.130355.9ad94c7 1
      100 http://mirror.xivo.solutions/archive/ xivo-2017.03-latest/main amd64 Packages
     8:13.10.0-1~xivo9+2017.01+master+20170208.085934.3b143b7 0
        1 http://mirror.xivo.solutions/archive/ xivo-2017.03-oldstable/main amd64 Packages

And downgrade the version by giving the version in the oldstable distribution of the repository. With the example below (do the same with asterisk-dbg if applicable):
```
apt-get install asterisk='8:13.10.0-1~xivo9+2017.01+master+20170208.085934.3b143b7'
```
Restart the services (if you have a XiVO CC, you should restart its services too):
```
xivo-service restart
```

Return to the current version¶

Warning

This will return your asterisk version to the current most stable version and trigger a restart of asterisk. You should know what you are doing.

Change the source lists with xivo-VERSION-latest:
```
xivo-dist xivo-2017.03-latest
```

Check the proposed versions with apt-cache policy asterisk. For example it will give you the following result:

# apt-cache policy asterisk
asterisk:
  Installed: 8:13.10.0-1~xivo9+2017.02+master+20170301.144142.3b143b7
  Candidate: 8:13.13.1-1~xivo9+20170321.182632.9ad94c7
  Version table:
     8:13.13.1-1~xivo9+20170321.182632.9ad94c7 0
        500 http://mirror.xivo.solutions/archive/ xivo-2017.03-latest/main amd64 Packages
 *** 8:13.10.0-1~xivo9+2017.02+master+20170301.144142.3b143b7 0
        100 /var/lib/dpkg/status

And install the version. With the example below (do the same with asterisk-dbg if applicable):
```
apt-get install asterisk
```
Restart the services (if you have a XiVO CC, you should restart its services too):
```
xivo-service restart
```

XiVOCC Recording upgrade procedure¶

Note

Since 2017.03.02, xivo-recording and call-recording-filtering packages are deprecated and are replaced by package xivocc-recording. This page describe the upgrade procedure (for feature description, see here).

xivo-recording and call-recording-filtering packages are deprecated, but they were not uninstalled from your XiVO PBX during the upgrade.

You now have to follow this manual procedure:

Note

This has to be done on XiVO PBX

Install new xivocc-recording package:
```
apt-get install xivocc-recording
```
Configure xivocc-recording package (when ask, take care to enter same IP for Recording server and same XiVO PBX name as in previous configuration):
```
xivocc-recording-config
```
Update all the different locations where the old xivo-incall-recording or xivo-outcall-recording subroutines were called and change them to now call the new xivocc-incall-recording or xivocc-outcall-recording subroutines:
1. either in file /etc/xivo/asterisk/xivo_globals.conf
2. or in Custom dialplan
If you made specific recording subroutines you should also compare files /etc/asterisk/extensions_extra.d/xivo-recording.conf and /etc/asterisk/extensions_extra.d/xivocc-recording.conf and transfer all custom changes to the new xivocc-recording.conf.
If there are some audio files in the failed directory of previous installation you should move them:
```
mv /var/spool/xivo-recording/failed/*.wav /var/spool/xivocc-recording/failed/
```
When you’re done test that recording still works. Test that files are recorded, correctly sent to Recording server (see /var/log/xivocc-recording/replication.log), correctly displayed in the Recording server interface,
If it works correctly, you should remove deprecated packages with (take care, it will remove the package and all associated configuration files):
```
apt-get purge xivo-recording call-recording-filtering
```

Version-specific upgrade procedures¶

Note

If your XiVO PBX is below 2016.03 you have first to Switch to xivo.solutions mirrors.

Switch to xivo.solutions¶

Note

If you are in XiVO PBX below 2016.03 you should first switch to xivo.solutions mirrors.

In order to do that follow the following procedure:

Download the switch-to-xivo-solutions script:

wget http://mirror.xivo.solutions/debian/tools/migration-tools/switch-to-xivo-solutions.sh
chmod +x ./switch-to-xivo-solutions.sh

Execute the script:

./switch-to-xivo-solutions.sh

...

Your XiVO has been switched to xivo.solutions successfully.
Votre XiVO a été basculé vers xivo.solutions avec succès.

Update the sources list:
```
apt-get update
```

Other Version Specific Procedures¶

Several version specific procedure are listed here.

Upgrading from XiVO 14.11 and before¶

When upgrading from XiVO 14.11 or earlier, you must do the following, before the normal upgrade:

sed -i 's/xivo\.fr/xivo.solutions/g' /etc/apt/sources.list.d/*.list

Upgrading from XiVO 14.01, 14.02, 14.03, 14.04 installed from the ISO¶

In those versions, xivo-upgrade keeps XiVO on the same version. You must do the following, before the normal upgrade:

echo "deb http://mirror.xivo.solutions/debian/ xivo-five main" > /etc/apt/sources.list.d/xivo-upgrade.list \
&& apt-get update \
&& apt-get install xivo-fai \
&& rm /etc/apt/sources.list.d/xivo-upgrade.list \
&& apt-get update

Upgrading from XiVO 13.24 and before¶

When upgrading from XiVO 13.24 or earlier, you must do the following, before the normal upgrade:

Ensure that the file /etc/apt/sources.list is not configured on archive.debian.org. Instead, it must be configured with a non-archive mirror, but still on the squeeze distribution, even if it is not present on this mirror. For example:
```
deb http://ftp.us.debian.org/debian squeeze main
```

Add archive.debian.org in another file:

cat > /etc/apt/sources.list.d/squeeze-archive.list <<EOF
deb http://archive.debian.org/debian/ squeeze main
EOF

And after the upgrade:

rm /etc/apt/sources.list.d/squeeze-archive.list

Upgrading from XiVO 13.03 and before¶

When upgrading from XiVO 13.03 or earlier, you must do the following, before the normal upgrade:

wget http://mirror.xivo.solutions/xivo_current.key -O - | apt-key add -

Upgrading from XiVO 12.13 and before¶

When upgrading from XiVO 12.13 or earlier, you must do the following, before the normal upgrade:

apt-get update
apt-get install debian-archive-keyring

Upgrading from XiVO 1.2.1 and before¶

Upgrading from 1.2.0 or 1.2.1 requires a special procedure before executing xivo-upgrade:

apt-get update
apt-get install xivo-upgrade
/usr/bin/xivo-upgrade

Upgrading to/from an archive version¶

Upgrade involving archive version of XiVO¶

Introduction¶

What is an archive version?¶

An archive version refers to a XiVO installation whose version is frozen: you can’t upgrade it until you manually change the upgrade server.

What is the point?¶

Using archive versions enable you to upgrade your XiVO to a specific version, in case you don’t want to upgrade to the latest (which is not recommended, but sometimes necessary). You will then be able to upgrade your newer archive version to the latest version or to an even newer archive version.

Prerequisites¶

Warning

These procedures are complementary to the upgrade procedure listed in Version-specific upgrade procedures. You must follow the version-specific procedure before running the following procedures.

Archive package names¶

Archive packages are named as follow:

XiVO version	Archive package name
1.2 to 1.2.12	pf-fai-xivo-1.2-skaro-1.2.1
12.14 to 13.24	xivo-fai-skaro-13.04
13.25 to 14.17	xivo-fai-14.06
14.18+	packages removed

Upgrade from an archive to the latest version¶

Archive version < 13.25:

apt-get update
apt-get install {xivo-fai,xivo-fai-skaro}/squeeze-xivo-skaro-$(cat /usr/share/pf-xivo/XIVO-VERSION)
sed -i 's/xivo\.fr/xivo.solutions/g' /etc/apt/sources.list.d/*.list
xivo-upgrade

Archive version >= 13.25 and < 14.18:

apt-get update
apt-get install xivo-fai
sed -i 's/xivo\.fr/xivo.solutions/g' /etc/apt/sources.list.d/*.list
xivo-upgrade

Archive version >= 14.18:

xivo-dist xivo-five
xivo-upgrade

As a result, xivo-upgrade will upgrade XiVO to the latest stable version.

Upgrade from an older non-archive version to a newer archive version¶

Non-archive version means any “normal” way of installing XiVO (ISO install, script install over pre-installed Debian, xivo-upgrade).

Downgrades are not supported: you can only upgrade to a greater version.

We only support upgrades to archive versions >= 13.25, e.g. you can upgrade a 12.16 to 14.16, but not 12.16 to 13.16

Current version before 14.18 (here 13.25)¶

apt-get install xivo-fai-13.25
sed -i 's/xivo\.fr/xivo.solutions/g' /etc/apt/sources.list.d/*.list

You are now considered in an archived version, see the section Upgrade from an older archive version to a newer archive version below.

Current version after 14.18¶

xivo-dist xivo-15.12
apt-get update
apt-get install xivo-upgrade/xivo-15.12
xivo-upgrade

Upgrade from an older archive version to a newer archive version¶

Downgrades are not supported: you can only upgrade to a greater version.

We only support upgrades to archive versions >= 13.25, e.g. you can upgrade a 12.16 to 14.16, but not 12.16 to 13.16

1.2 - 13.24 to 13.25 - 14.17 (here 1.2.3 to 14.16)¶

cat > /etc/apt/sources.list.d/squeeze-archive.list <<EOF
deb http://archive.debian.org/debian/ squeeze main
EOF

apt-get update
apt-get install {xivo-fai,xivo-fai-skaro}/squeeze-xivo-skaro-1.2.3
sed -i 's/xivo\.fr/xivo.solutions/g' /etc/apt/sources.list.d/*.list
apt-get update
apt-get install xivo-fai-14.16
sed -i 's/xivo\.fr/xivo.solutions/g' /etc/apt/sources.list.d/*.list
apt-get update
apt-get install xivo-upgrade/xivo-14.16

cat > /etc/apt/preferences.d/50-xivo-14.16.pref <<EOF
Package: *
Pin: release a=xivo-five
Pin-Priority: -10

Package: *
Pin: release a=xivo-14.16
Pin-Priority: 700
EOF

xivo-upgrade
rm /etc/apt/preferences.d/50-xivo-14.16.pref
rm /etc/apt/sources.list.d/squeeze-archive.list
apt-get update

13.25 - 14.16 to 13.25 - 14.17 (here 13.25 to 14.16)¶

apt-get update
apt-get install xivo-fai
apt-get purge xivo-fai-13.25
sed -i 's/xivo\.fr/xivo.solutions/g' /etc/apt/sources.list.d/*.list
apt-get update
apt-get install xivo-fai-14.16
sed -i 's/xivo\.fr/xivo.solutions/g' /etc/apt/sources.list.d/*.list
apt-get update
apt-get install xivo-upgrade/xivo-14.16

cat > /etc/apt/preferences.d/50-xivo-five.pref <<EOF
Package: *
Pin: release a=xivo-five
Pin-Priority: -10
EOF

xivo-upgrade
rm /etc/apt/preferences.d/50-xivo-five.pref

13.25 - 14.17 to 14.18+ (here 14.05 to 15.11)¶

apt-get update
apt-get install xivo-fai
sed -i 's/xivo\.fr/xivo.solutions/g' /etc/apt/sources.list.d/*.list
apt-get update
apt-get install xivo-dist
xivo-dist xivo-15.11
apt-get purge 'xivo-fai*'
apt-get update
apt-get install xivo-upgrade/xivo-15.11
xivo-upgrade

14.18+ to 14.19+ (here 14.18 to 15.12)¶

xivo-dist xivo-15.12
apt-get update
apt-get install xivo-upgrade/xivo-15.12
xivo-upgrade

Upgrade Notes¶

See Release Notes for version specific informations.

Archives¶

See Archived Upgrade Notes for old release notes information.

XiVOcc Installation & Upgrade¶

The XiVO-CC software suite is made of several independent components. Depending on your system size, they can be installed on separate virtual or physical machines. In this section, we will explain how to install these components on a single machine.

Important

Before installing XiVO CC, study carefully the Architecture & Flows diagram.

Installation¶

This page describes how to install the XiVO CC.

It describes the installation with the debian package of the whole XiVO CC.

Note

As a reference, the manual installation page is here Manual configuration and installation.

Warning

the wizard MUST be passed on the XiVO PBX
XiVO PBX will be reconfigured during the installation and must be restarted. You may accept the automatic restart during the installation or you need to restart it manually later before starting the docker containers.
If you configure HA on XiVO, you have to re-configure postgres to accept connection of XiVO CC - see PostgreSQL configuration section

Overview¶

The following components will be installed :

XuC : outsourced CTI server providing telephony events, statistics and commands through a WebSocket
XuC Management : supervision web pages based on the XuC
Pack Reporting : statistic summaries stored in a PostgreSQL database
Totem Support : near-real time statistics based on ElasticSearch
SpagoBI : BI suite with default statistic reports based on the Pack Reporting
Recording Server : web server allowing to search recorded conversations
Xuc Rights Management : permission provider used by XuC and Recording Server to manage the user rights

Prerequisites¶

We will assume your XiVO CC server meets the following requirements:

OS : Debian 8 (jessie), 64 bits.
you have a XiVO PBX installed in a compatible version (basically the two components XiVO and XiVO CC have to be in the same version).
the XiVO PBX is reachable on the network (ping and ssh between XiVO CC and XiVO PBX must be possible).
the XiVO PBX is setup (wizard must be passed) with users, queues and agents, you must be able to place and answer calls.

For the rest of this page, we will make the following assumptions :

the XiVO PBX has the IP 192.168.0.1
some data (incoming calls, internal calls etc.) might be available on XiVO (otherwise, you will not see anything in the check-list below).
the XiVO CC server has the IP 192.168.0.2

Architecture & Flows¶

This diagram is very important and shows the architecture between the different components inside XiVO CC and also interactions with XiVO PBX components.

XiVO PBX Restrictions and Limitations¶

XiVO PBX enables a wide range of configuration, XiVO-CC is tested and validated with a number of restriction concerning configurations of XiVO PBX:

General Configuration¶

Do not activate Contexts Separation in xivo-ctid Configuration
Users deactivation is not supported

Queue Configuration¶

Queue ringing strategy should not be Ring All
Do not use pause on one queue or a subset of queues status, only pause or ready on all queues
Do not activate Call a member already on (Asterisk ringinuse) on xivo queue advanced configuration

User And Agent Configuration¶

All users and queues have to be in the same context
Agent and Supervisors profiles should use the same Presence Group
Agents and Phones should be in the same context for mobile agents
Agents must not have a password in XiVO agent configuration page
All users must have the supervision on the XiVO (IPBX-Users-Edit-Services-Enable supervision checked)
When and agent is disassociated from its user, xuc server has to be restarted.
We strongly advise to not delete any user or agent to keep reporting available for them. Even so when an agent is deleted, xuc server has to be restarted,

Install from repository¶

The installation and configuration of XiVO CC (with its XiVO PBX part) is handled by the xivocc-installer package which is available in the repository.

Install process overview¶

The install process consists of three parts:

The first part is to manually run the install-docker.sh script to install docker and docker compose.
The second part is the installation of XiVO CC itself.
The third part is to install the extra package for the recording.

The installation is automatic and you will be asked few questions during the process:

Before copying the authentication keys, you will be prompted for the XiVO PBX root password.
Enter IP addresses of XiVO PBX and XiVO CC.
XiVO PBX must restart, the question will prompt you to restart during the process or to restart later.

Install Docker and Docker Compose¶

Note

To be run on the XiVO CC server

On a fresh debian install you will probably need to install the ca-certificates package:

apt-get install ca-certificates

Now you can download the script which will install docker and docker compose.

First, download the install-docker.sh script (in the following URL, replace VERSION with the current version, e.g. 2017.11):
```
wget https://gitlab.com/xivo.solutions/packaging/-/raw/VERSION/install/install-docker.sh -O install-docker.sh
```

And execute the script:

chmod +x install-docker.sh
./install-docker.sh

Install ntp server¶

Note

To be run on the XiVO CC server

The XiVO CC server and the XiVO PBX server must be synchronized to the same NTP source.

apt-get install ntp

Recomended configuration : you should configure the NTP server of the XiVO CC server towards the XiVO PBX. In our example it means to add the following line in the file /etc/ntp.conf:

server 192.168.0.1 iburst

Install XiVO CC¶

Note

To be run on the XiVO CC server

This step will install the XiVO CC components via the xivocc-installer package. It is required to restart XiVO PBX during or after the setup process. The installer will ask whether you wish to restart XiVO PBX later.

Warning

This package must be installed on the XivoCC server.
Wizard MUST be passed on the XiVO PBX.
XiVO PBX services will need to be restarted. The installer will ask whether you wish to restart XiVO PBX during or after the setup process.

Also, check that you have following information:

XiVO PBX root password;

OpenSSH PermitRootLogin set to yes (you could revert to no after installation of XivoCC);

XiVO PBX’s IP address;

XiVO CC DNS name or IP address (the one visible by XiVO PBX);

Number of weeks to keep statistics;

Number of weeks to keep recordings (beware of space disk);

The number of weeks to keep statistics must be higher than the number of weeks to keep recordings. Recording purging is based on the statistic data, so the statistic data must not be removed before purging recordings.

Install the xivocc-installer package via apt:

Create the xivo sources list file /etc/apt/sources.list.d/xivo-dist.list and add the following line (replace VERSION with the current version, e.g. 2017.11):
```
deb http://mirror.xivo.solutions/archive/ xivo-VERSION-latest main
```

Add GPG key of XiVO repository:

wget http://mirror.xivo.solutions/xivo_current.key -O - | apt-key add -

Update your source list and install the package:

apt-get update
apt-get install xivocc-installer

After-install steps¶

After a successful installation, start docker containers using the installed xivocc-dcomp script:

xivocc-dcomp up -d

If you choose to restart XiVO PBX later, please do so as soon as possible to apply the modifications made by the installer. Until then, the XiVO CC server will not be able to connect correctly to the database on XiVO PBX.

Note

Please, ensure your server date is correct before starting. If system date differs too much from correct date, you may get an authentication error preventing download of the docker images.

To restart XiVO services, on XiVO PBX server run

xivo-service restart all

Reinstallation¶

To reinstall the package, it is required to run apt-get purge xivocc-installer then apt-get install xivocc-installer. This will re-run the configuration of the package, download the docker compose template and setup XiVO PBX.

Purging the package will also remove the xuc and stats users from the XiVO PBX database.

Known Issues¶

To avoid uninstallation problems:

please use the following command to uninstall apt-get purge xivocc-installer
if the process is aborted, it will break the installation. Then run apt-get purge and apt-get install again

Checking Installed Version¶

Version of the running docker containers can be displayed by typing (see Show containers and images versions for other commands):

xivocc-dcomp version

Component version can also be found in the log files and on the web pages for web components.

Using XivoCC¶

The various applications are available on the following addresses:

Xuc-related applications: http://192.168.0.2:8070/
SpagoBI: http://192.168.0.2:9500/
Config Management: http://192.168.0.2:9100/
Recording server: http://192.168.0.2:9400/
Kibana: http://192.168.0.2/

Post Installation¶

User Configuration¶

You should configure users and their rights in the Configuration manager http://192.168.0.2:9100/ (default user avencall/superpass).

Warning

If you change the cti login username in xivo configuration, user has to be recreated with apropriate rights in configuration manager.

SpagoBI¶

To configure SpagoBI, go to http://192.168.0.2:9500/SpagoBI (by default login: biadmin, password: biadmin).

Update default language¶

Go to “⚙ Resources” > “Configuration management”
In the “Select Category” field, chose “LANGUAGE_SUPPORTED”
change value of the label “SPAGOBI.LANGUAGE_SUPPORTED.LANGUAGE.default” in your language : fr,FR , en,US , …

Upload Sample Reports¶

Download the sample reports from https://gitlab.com/xivocc/sample_reports/raw/2018.05/spagobi/samples_before_borealis_v15.zip
Import zip file in SpagoBI:

Goto “Repository Management” -> “Import/Export”

Click on “Browse/Choose your file” and choose the previous samples_before_borealis_v15.zip downloaded file

Click on “Import” icon

Click next with default options until you are asked to override metadata, set Yes as shown in screen below

You can now browse the sample reports in Document->Rapports->Exemples.

Use the database status report to check if replication and reporting generation is working :

Totem Panels¶

Data replication can take some time if there are a lot of data in xivo cel and queue log tables. You may check xivo-db-replication log files (/var/log/xivocc/xivo-db-replication.log).

Preconfigured panels are available on http://@IP/kibana/#/dashboard/file/queues.json et http://@IP/kibana/#/dashboard/file/agents.json to be able to save this panels in elasticsearch database you have to sign on on request user admin/Kibana

Post Installation Check List¶

All components are running : xivocc-dcomp ps
Xuc internal database is synchronized with xivo check status page with http://xivoccserver:8090/
CCManager is running, log a user and check if you can see and manage queues : http://xivoccserver:8070/ccmanager
Check database replication status using spagobi system report http://xivoccserver:9500/SpagoBI
Check elasticsearch database status (totem panels) http://xivoccserver:9200/queuelogs/_status
Check that you can listen to recordings http://xivoccserver:9400/
Check totem panels http://192.168.85.102/kibana

Warning

Make sure to have few calls made in your XiVO, despite you will not see anything in totem or spagobi.

Recording¶

Note

To be run on the XiVO PBX server

Warning

Since 2017.03.02 xivo-recording and call-recording-filtering packages are deprecated and are replaced by package xivocc-recording. In case of upgrade, see XiVO PBX specific upgrade procedure: XiVOCC Recording upgrade procedure.

Install on your XiVO PBX the debian package available in the repository.

apt-get install xivocc-recording

This package needs additional configuration steps, see:

Recording configuration,
and (optionally) Recording filtering configuration.

Recording on a Gateway¶

If you don’t want to record files on the XiVO PBX itself but on a XiVO PBX Gateway, you must install the gateway-recording package (instead of the xivocc-recording):

apt-get install gateway-recording

For configuration of this package, see Gateway recording configuration.

Components Configuration¶

Important

When reading this section, keep in mind the Architecture & Flows diagram.

Overview¶

This section describes files installed by xivocc-installer. Some of these files may be modified for these reasons:

Components customization
Multi-server installation

XiVO CC system configuration is stored in the /etc/docker/compose directory. All files ale configured by the xivocc-installer and don’t need to be edited. The directory contains these files:

docker-xivocc.yml, called compose file, defines XiVO CC components and their configuration. It uses variables defined in the .env file.
.env file assigns values to variables used in the compose file. But this file is being generated by xivocc-dcomp script and should not be edited directly.
factory.env file stores XiVO CC version number and distribution and should not be edited.
custom.env file may be used for component customization and multi-server installation.

Compose File¶

docker-xivocc.yml

Sections¶

The main headers in the compose file (without indent) are container names.
image - links to container image url on https://hub.docker.com/r/ page.
ports - exposes container internal ports to host in format HOST:CONTAINER.
volumes_from - mounts all of the volumes from another container
environment - adds environment variables into container system
extra_hosts - adds host address to /etc/hosts
links - adds another container’s host address to /etc/hosts

See detailed documentation on docker web.

Variables¶

Compose file contains more kinds of variables:

Variable in the environment section without assignment is replaced by the same variable from .env file. If it’s not defined or assigned in the .env file, it doesn’t appear in the container system.
Variable in the environment section with assigned value overrides value defined in the .env file.
Variable defined in the links section can be assigned to variable in the environment section.
Variable inside ${ } block is replaced by value defined in .env file and can be used anywhere.

Variables in the factory.env file¶

This file should not be edited. XiVO CC version matches version of xivocc-installer and the other distributions are only for testing purposes.

XIVOCC_TAG - XiVO CC version number
XIVOCC_DIST - XiVO CC distribution

Variables in the custom.env file¶

All variables listed below can be edited or added to this file. But variables which are assigned inside compose file must be first unassigned from there.

List of variables shared across containers¶

Main components addresses and ports:

XIVO_HOST
XUC_HOST
XUC_PORT

Customizable addresses and ports for multi-server installation:

CONFIG_MGT_HOST
CONFIG_MGT_PORT
RECORDING_SERVER_HOST
RECORDING_SERVER_PORT

Other:

JAVA_OPTS - allocates Java memory and sets other Java options. If you want to use different values for containers, they must be assigned inside compose file. Or you can define new variable for this purpose - e.g.: JAVA_OPTS=JAVA_OPTS_XUC and set the value in the custom.env file.

List of docker containers and their variables¶

pgxivocc
- POSTGRES_PASSWORD
postgresvols
xivo_replic
- ELASTICTTL
- DISABLEELASTIC
xivo_stats
pack_reporting
- WEEKS_TO_KEEP
elasticsearch
kibana_volumes
fingerboard
nginx
spagobi
recording_rsync
config_mgt
recording_server
- RECORDING_WEEKS_TO_KEEP
xuc
- XIVO_AMI_SECRET
- XIVO_AMI_PORT
- XIVO_CTI_VERSION
- API_eventUrl
- XIVO_DIRD_PROFILE
- SECURED_KRB5_PRINCIPAL
xucmgt
- SHOW_RECORDING_CONTROLS
- SHOW_CALLBACKS
- SHOW_QUEUE_CONTROLS
- THIRD_PARTY_URL
- ENFORCE_MANAGER_SECURITY
- USE_SSO
timezone
xivocclogs

Phone Integration¶

XUC based web applications like agent interface or UC Assistant integrates buttons for phone control. This section details necessary configuration, supported phones and limitations.

Note

The VoIP VLAN network have to be accessible by the xivocc xuc server

Required configuration¶

The following steps are not required if you updated the Provisioning plugins.

Polycom phones¶

Warning

This is required only for plugins:

xivo-polycom-4.0.9 version below v1.9
xivo-polycom-5.4.3 version below v1.8

To enable phone control buttons on web interfaces you must update the basic template of Polycom phones:

go to the plugin directory: /var/lib/xivo-provd/plugins/xivo-polycom-VERSION
copy the default template from templates/base.tpl to var/templates/
then you must update app.push parameters in the else section (do not replace switchboard settings) as follows:

apps.push.messageType="5"
apps.push.username="guest"
apps.push.password="guest"

Snom phones¶

For transfer to work on Polaris version you must have plugins with version v2.2 or above.

Yealink phones¶

Warning

This is required only for plugins xivo-yealink-v80 below v1.31

To enable phone control buttons on web interfaces you must update the basic template of Yealink phones:

go to the plugin directory: /var/lib/xivo-provd/plugins/xivo-yealink-VERSION
copy the default template from templates/base.tpl to var/templates/
enable sip notify even for non switchboard profiles (do not replace switchboard settings)

{% if XX_options['switchboard'] -%}
push_xml.sip_notify = 1
call_waiting.enable = 0
{% else -%}
push_xml.sip_notify = 1
call_waiting.enable = 1
{% endif %}

Update Device Configuration¶

to update device configuration you must run xivo-provd-cli -c 'devices.using_plugin("xivo-polycom-VERSION").reconfigure()'
and finally you must resynchronize the device: xivo-provd-cli -c 'devices.using_plugin("xivo-polycom-VERSION").synchronize()'
refer to provisioning documentation for more details
if the phone synchronization fails check if the phone uses the version of the plugin you have updated, you can use xivo-provd-cli -c 'devices.find()'

Known limitations¶

Phone integration with Agent and Web / Desktop application has these limitations:

Transfer¶

If the second call was initiated from Agent / Assistant and the called user rejected the call, the first call will stay hold until it is manually resumed
If the second call was initiated from the phone, the transfer must be also completed from the phone. It can’t be completed from Agent / Assistant.
You cannot complete a transfer initiated from the Agent / Assistant by hanging up.

Conference with Yealink / Polycom¶

Conference can’t be created from Agent or Web / Desktop Assistant

XiVOcc Installation Troubleshooting¶

In order for the XiVOcc components to be fully functional, some customizations need to be done on the XiVOcc and the XiVO PBX.

This page can help to check that all the correct customization have been done by the installation package.

For the rest of this page we well make the following assumptions: - XiVO PBX has the IP 192.168.0.1 - XiVO CC has the IP 192.168.0.2

Important

Refer to the Architecture & Flows diagram.

Check XiVOcc Configuration¶

Check the prerequisites¶

the OS must be Debian 8 (jessie), 64 bit,
Docker must be installed,
Docker-compose must be installed,
the XiVO PBX must be reachable on the network.

Check ntp installation¶

The XiVO CC server and the XiVO server must be synchronized to the same source NTP source.

Check Logrotate configuration¶

A file /etc/logrotate.hourly/docker-container must be present which should log rotate files /var/lib/docker/containers/*/*.log

You can test it with logrotate -fv /etc/logrotate.hourly/docker-container. You should get some output and a new log file with suffix [CONTAINER ID]-json.log.1 should be created. This file is compressed in next rotation cycle.

Check Docker compose¶

No alias for docker-compose should be defined. The following command should return “OK”:
```
alias |grep -E 'docker-compose|dcomp' || echo "OK"
```
The version of the docker images in the file /etc/docker/compose/docker-xivocc.yml must be in the form ${XIVOCC_TAG}.${XIVOCC_DIST} and these variables must be set in the /etc/docker/compose/factory.env file:
```
...
xivo_stats:
    image: xivoxc/xivo-full-stats:${XIVOCC_TAG}.${XIVOCC_DIST}
...

xuc:
    image: xivoxc/xuc:${XIVOCC_TAG}.${XIVOCC_DIST}
...
```

Check the services¶

The list of the services launched should look like :

# xivocc-dcomp ps
           Name                         Command               State                        Ports
---------------------------------------------------------------------------------------------------------------------
xivocc_config_mgt_1         bin/config-mgt-docker            Up       0.0.0.0:9100->9000/tcp
xivocc_elasticsearch_1      /docker-entrypoint.sh elas ...   Up       0.0.0.0:9200->9200/tcp, 0.0.0.0:9300->9300/tcp
xivocc_fingerboard_1        /bin/sh -c /usr/bin/tail - ...   Up
xivocc_kibana_volumes_1     /bin/sh -c /usr/bin/tail - ...   Up
xivocc_nginx_1              nginx -g daemon off;             Up       443/tcp, 0.0.0.0:80->80/tcp
xivocc_pack_reporting_1     /bin/sh -c echo            ...   Up
xivocc_pgxivocc_1           /docker-entrypoint.sh postgres   Up       0.0.0.0:5443->5432/tcp
xivocc_postgresvols_1       /bin/bash                        Exit 0
xivocc_recording_server_1   bin/recording-server-docker      Up       0.0.0.0:9400->9000/tcp
xivocc_reporting_rsync_1    /usr/local/sbin/run-rsync.sh     Up       0.0.0.0:873->873/tcp
xivocc_spagobi_1            /bin/sh -c /root/start.sh        Up       0.0.0.0:9500->8080/tcp
xivocc_timezone_1           /bin/bash                        Exit 0
xivocc_xivo_replic_1        /usr/local/bin/start.sh /o ...   Up
xivocc_xivo_stats_1         /usr/local/bin/start.sh /o ...   Up
xivocc_xivocclogs_1         /bin/bash                        Exit 0
xivocc_xuc_1                bin/xuc_docker                   Up       0.0.0.0:8090->9000/tcp
xivocc_xucmgt_1             bin/xucmgt_docker                Up       0.0.0.0:8070->9000/tcp

Check the XiVO PBX¶

Check PostgreSQL configuration¶

Postgresql has to be configured to listen on all interfaces. See listen_addresses in file /etc/postgresql/9.4/main/postgresql.conf.
Connection from the XiVO CC for user asterisk must be authorized. See file /etc/postgresql/9.1/main/pg_hba.conf which must contain a line:
```
host asterisk all 192.168.0.2/32 md5
```
A user stats must exists. Use command \dg in psql.

Check AMI configuration¶

A xuc user must be configured in the file /etc/asterisk/manager.d/02-xivocc.conf
The command:
```
asterisk -rx "manager show user xuc"
```

must show the user.

CEL Configuration¶

The correct events must be activated in the file /etc/asterisk/cel.conf:

[general]
enable = yes
apps = dial,park,queue
events = APP_START,CHAN_START,CHAN_END,ANSWER,HANGUP,BRIDGE_ENTER,BRIDGE_EXIT,USER_DEFINED,LINKEDID_END,HOLD,UNHOLD,BLINDTRANSFER,ATTENDEDTRANSFER

[manager]
enabled = yes

Check CTI configuration¶

In Services ‣ IPBX ‣ Users a user the must be created with the following parameters:

CTI login : xuc
CTI password : 0000
Profile supervisor

Check WS configuration¶

In Configuration ‣ Web Services Access a user must be created with the following parameters :

Login : xivows
Password : xivows
Host : 192.168.0.2

Check ACD configuration¶

In Services ‣ Ipbx ‣ Advanced configuration make sure Multiqueues call stats sharing is checked.

Check the phone integration¶

Verify that the phone configuration where customized as detailed in Required configuration for phone integration.

Check the recording¶

The package xivocc-recording must be installed on XiVO PBX (see Recording) and configured (see Recording configuration).

For specific installations

Manual configuration and installation¶

This section describes the manual installation of the XiVO CC components. In most cases you SHOULD NOT follow this page, and install the XiVO CC components via the xivocc-installer package (see Installation).

Important

You SHOULD NOT follow this page to install XiVO CC. We leave this page here :

to document how to install only a subset of the XiVO CC components (since it is not currently possible via the xivocc-installer package).
to help with reconfiguring XiVO for XiVO CC after it has been restored from backup
as a reference

Note

Since XiVO PBX 2017.06 some parts of the installation were moved from xivocc-installer to installation of XiVO PBX.

Prerequisites¶

We will assume your XiVO CC server meets the following requirements:

OS : Debian 8 (jessie), 64 bit
the latest stable version of Docker is installed
the latest stable version of Docker-compose is installed
the XiVO PBX is reachable on the network
the XiVO PBX is setup with users, queues and agents, you must be able to place and answer calls.

Note : Install only stable version of docker and docker compose.

We will make the following assumptions :

the XiVO PBX has the IP 192.168.0.1
some data (incoming calls, internal calls etc.) might be available on XiVO (otherwise, you will not see anything in the Post Installation Check List).
the XiVO CC server has the IP 192.168.0.2

XiVO PBX configuration¶

PostgreSQL configuration¶

Firstly, allow access to PostgreSQL from the outside. Edit /etc/postgresql/9.4/main/postgresql.conf:

listen_addresses = '*'

Add this line to /etc/postgresql/9.4/main/pg_hba.conf:

host asterisk all 192.168.0.2/32 md5

Create a user stats with read permissions :

sudo -u postgres psql asterisk << EOF
CREATE USER stats WITH PASSWORD 'stats';
GRANT SELECT ON ALL TABLES IN SCHEMA PUBLIC TO stats;
EOF

And run xivo-service restart all to apply these modifications.

AMI configuration¶

Add file /etc/asterisk/manager.d/02-xivocc.conf directory with the following content, replacing X.X.X.X by your xucserver IP address :

[xuc]
secret = xucpass
deny=0.0.0.0/0.0.0.0
permit=X.X.X.X/255.255.255.255
read = system,call,log,verbose,command,agent,user,dtmf,originate,dialplan
write = system,call,log,verbose,command,agent,user,dtmf,originate,dialplan
writetimeout = 10000

And reload the AMI :

asterisk -rx "manager reload"
asterisk -rx "manager show user xuc" and check your if previous configuration is displayed.

CEL Configuration¶

Replace content of file /etc/asterisk/cel.conf by the following :

[general]
enable = yes
apps = dial,park,queue
events = APP_START,CHAN_START,CHAN_END,ANSWER,HANGUP,BRIDGE_ENTER,BRIDGE_EXIT,USER_DEFINED,LINKEDID_END,HOLD,UNHOLD,BLINDTRANSFER,ATTENDEDTRANSFER

[manager]
enabled = yes

and reload the cel module in Asterisk :

asterisk -rx "module reload cel"

Customizations in the web interface¶

Create a user xuc in Services -> IPBX -> Users with the following parameters:

CTI login : xuc

CTI password : 0000

profil supervisor

Create a Web Services user in Configuration -> Web Services Access with the following parameters :

Login : xivows

Password : xivows

Host : 192.168.0.2

Make sure Multiqueues call stats sharing is enabled in Services -> IPBX -> Advanced configuration tab.

Phone integration¶

Do not forget to follow configuration steps detailed in Required configuration for phone integration.

Packages for the recording¶

Still on the XiVO PBX, install the package which will handle the recording.

See Recording paragraph in installation section.

XiVO CC configuration¶

Now we switch to the installation of the XiVO CC server.

Install ntp server¶

apt-get install ntp

XiVO CC server and XiVO PBX server must be synchronized to the same source.

Enable Docker LogRotate¶

Docker container log output to /dev/stdout and /dev/stderr. The Docker container log file is saved in /var/lib/docker/containers/[CONTAINER ID]/[CONTAINER_ID]-json.log.

Create a new Logrotate config file for your Docker containers in the Logrotate folder /etc/logrotate.d/docker-container.

/var/lib/docker/containers/*/*.log {
  rotate 7
  daily
  compress
  missingok
  delaycompress
  copytruncate
}

You can test it with logrotate -fv /etc/logrotate.d/docker-container. You should get some output and a new log file with suffix [CONTAINER ID]-json.log.1 should be created. This file is compressed in next rotation cycle.

Retrieve the configuration script and launch it:

Containers installation¶

wget  https://gitlab.com/xivo.solutions/packaging/raw/master/install/install-docker-xivocc.sh
bash install-docker-xivocc.sh

During the installation, you will be asked for :

the XiVO IP address (e.g. 192.168.0.1)
the number of weeks to keep for the statistics
the number of weeks to keep for the recording files
the external IP of the machine (i.e. the adress used afterwards for http URLs)

The number of weeks to keep statistics must be higher than the number of weeks to keep recordings. Recording purging is based on the statistic data, so the statistic data must not be removed before purging recordings.

Create the following alias in your .bashrc file:

vi ~/.bashrc
alias dcomp='docker-compose -p xivocc -f /etc/docker/compose/docker-xivocc.yml'

Containers modification¶

The yml file /etc/docker/compose/docker-xivocc.yml should have the correct tag version for each imeage.

Check also that the XIVO_CTI_VERSION is correct for the xuc container.

xivo_replic :
  image: xivoxc/xivo-db-replication:2016.03.latest

xivo_stats :
  image: xivoxc/xivo-full-stats:2016.03.latest

pack_reporting:
  image: xivoxc/pack-reporting:2016.03.latest

config_mgt:
  image: xivoxc/config-mgt:2016.03.latest

recording_server:
  image: xivoxc/recording-server:2016.03.latest

xuc:
  image: xivoxc/xuc:2016.03.latest

  environment:
  - XIVO_CTI_VERSION=2.1

xucmgt:
  image: xivoxc/xucmgt:2016.03.latest

Starting XivoCC¶

Then you can launch the XiVO CC with the following command :

dcomp up -d

List XivoCC services :

# dcomp ps
           Name                         Command               State                        Ports
---------------------------------------------------------------------------------------------------------------------
xivocc_config_mgt_1         bin/config-mgt-docker            Up       0.0.0.0:9100->9000/tcp
xivocc_elasticsearch_1      /docker-entrypoint.sh elas ...   Up       0.0.0.0:9200->9200/tcp, 0.0.0.0:9300->9300/tcp
xivocc_fingerboard_1        /bin/sh -c /usr/bin/tail - ...   Up
xivocc_kibana_volumes_1     /bin/sh -c /usr/bin/tail - ...   Up
xivocc_nginx_1              nginx -g daemon off;             Up       443/tcp, 0.0.0.0:80->80/tcp
xivocc_pack_reporting_1     /bin/sh -c echo            ...   Up
xivocc_pgxivocc_1           /docker-entrypoint.sh postgres   Up       0.0.0.0:5443->5432/tcp
xivocc_postgresvols_1       /bin/bash                        Exit 0
xivocc_recording_server_1   bin/recording-server-docker      Up       0.0.0.0:9400->9000/tcp
xivocc_reporting_rsync_1    /usr/local/sbin/run-rsync.sh     Up       0.0.0.0:873->873/tcp
xivocc_spagobi_1            /bin/sh -c /root/start.sh        Up       0.0.0.0:9500->8080/tcp
xivocc_timezone_1           /bin/bash                        Exit 0
xivocc_xivo_replic_1        /usr/local/bin/start.sh /o ...   Up
xivocc_xivo_stats_1         /usr/local/bin/start.sh /o ...   Up
xivocc_xivocclogs_1         /bin/bash                        Exit 0
xivocc_xuc_1                bin/xuc_docker                   Up       0.0.0.0:8090->9000/tcp
xivocc_xucmgt_1             bin/xucmgt_docker                Up       0.0.0.0:8070->9000/tcp

Upgrading

Upgrade¶

Overview¶

The following components will be upgraded :

Docker images
xivocc-installer package

Warning

This upgrade procedure applies only to XiVO CC installed via the xivocc-installer package.

Before upgrading you have to check or change your sources list. It should be located in the file /etc/apt/sources.list.d/xivo-dist.list.

There are three cases:

Upgrade to an LTS XiVO CC version,
Upgrade to an Intermediate version,
Upgrade to the latest subversion of your current installed version.

Warning

Note that it is not possible to downgrade to any version.

Upgrade to an LTS version¶

Currently XiVO CC latest LTS version is Polaris and is the numeric release 2017.11. To upgrade to the latest version the sources list must point towards debian URI and xivo-polaris suite:

deb http://mirror.xivo.solutions/debian/ xivo-polaris main

or point towards archive URI and xivo-2017.11-latest suite:

deb http://mirror.xivo.solutions/archive/ xivo-2017.11-latest main

Upgrade to an Intermediate version¶

Note

Intermediate versions have a limited support. You should install LTS version only.

Between two LTS versions we release Intermediate versions (to which is given a limited support). To upgrade to a specific Intermediate version the sources list must point towards archive URI and xivo-VERSION-latest suite.

For example if you want to upgrade to 2017.06 version you should have:

deb http://mirror.xivo.solutions/archive/ xivo-2017.06-latest main

Note the /archive/ and -2017.06-latest above.

Upgrade to latest subversion¶

Important

For version older than Five (2017.03), see XiVO Five documentation

After the release of a version (e.g. 2017.11) we may backport some bugfixes in this version. We will then create a subversion (e.g. 2017.11 .01) shipping these bugfixes. To upgrade to the latest subversion of your current installed version you need to:

Verify that the /etc/docker/compose/factory.env file has
1. XIVOCC_TAG=VERSION (where VERSION is your current installed version - e.g. 2017.11)
2. and XIVOCC_DIST=latest
Then update the images with xivocc-dcomp pull command,
And upgrade the containers with xivocc-dcomp up -d command.

Preparing the upgrade¶

To prepare the upgrade you should:

Read Release Notes starting from your version to the version you target.

Upgrade¶

When you have checked the sources.list you can upgrade with the following commands:

apt-get update
apt-get install xivocc-installer

The current docker-compose.yml file will be renamed to docker-compose.yml.dpkg-old and new template downloaded. A new docker-compose.yml file will be rendered from the template using the current xivocc version.

Then you have to:

Download the new images:
```
xivocc-dcomp pull
```
And run the new container (All XiVO CC services will be restarted):
```
xivocc-dcomp up -d
```

Note

Please, ensure your server date is correct before starting. If system date differs too much from correct date, you may get an authentication error preventing download of the docker images.

Post Upgrade¶

Check your upgrade through Post Installation Check List.

Upgrade notes¶

See Release Notes for version specific informations.

Reporting Upgrade notes¶

These notes include upgrade procedures for old versions of the Pack reporting, before XivoCC starts and before it was packaged with Docker. In those cases, run the following command to find the installed version of the pack reporting:

dpkg -l|grep pack-reporting

From version < 1.6¶

data retention time will be lost during upgrade : save it and write it back in /etc/xivo-reporting-db.conf
the upgrade is likely to be long if there is a lot of data in queue_log. Purge old data out of this table if possible in order to accelerate the upgrade
at the end of the upgrade, run apt-get autoremove (deletion of xivo-stat, xivo-libdao and xivo-lib-python)

From version < 1.8¶

XiVO in version < 14.08 is not supported anymore
if it is required, the upgrade of the XiVO must be done before the upgrade of the pack reporting, and no call must be performed between the two upgrades

From a version using Debian packaging to a version using Docker¶

Beware: this will require a migration of the original PostgreSQL database to the Dockerised one. For this you need to have free disk space : the amount of free disk space must equal the size of /var/lib/postgresql. This check must be performed after docker images have been pulled.
Run the following commands:

apt-get update
service xivo-db-replication stop
service xivo-full-stats stopsource/releasenotes/index.rst
apt-get install pack-reporting xivo-full-stats xivo-reporting-db xivo-db-replication db-utils
service xivo-db-replication stop
service xivo-full-stats stop

Install docker, docker-compose and xivocc-installer
Open docker-xivocc.yml and remove sections recording_rsync, config_mgt, recording_server, xuc, xucmgt
Run xivocc-dcomp pull
CHECK THE FREE DISK SPACE. The next command will migrate the database. This may take several hours.

sudo -u postgres pg_dump --format c xivo_stats | docker exec -i xivocc_pgxivocc_1 pg_restore -U postgres -d xivo_stats

Start by xivocc-dcomp up -d

From a dockerized version before callbacks¶

Run the following commands:

docker exec -ti compose_pgxivocc_1 psql -U postgres -c 'CREATE EXTENSION IF NOT EXISTS "uuid-ossp"' xivo_stats
docker exec -ti compose_pgxivocc_1 psql -U postgres -c 'CREATE EXTENSION IF NOT EXISTS "uuid-ossp"' xuc_rights

Administrator’s Guide¶

In-depth documentation on administration of XiVO solution systems.

XiVO Administration¶

System¶

DHCP Server¶

XiVO includes a DHCP server used for assisting in the provisioning of phones and other devices. (See Basic Configuration for the basic setup). This section contains additional notes on how to configure more advanced options that may be helpful when integrating the server with different VOIP subnets.

Activating DHCP on another interface¶

DHCP Server can be activated through the XiVO Web Interface Configuration ‣ Network ‣ DHCP :

Configuration ‣ Network ‣ DHCP

By default, it will only answer to DHCP requests coming from the VoIP subnet (defined in the Configuration ‣ Network ‣ Interfaces section). If you need to activate DHCP on an other interface, you have to fill in the Extra network interfaces field with the interface name , for example : eth0

After saving your modifications, click on Apply system configuration so that the new settings can take effect.

Changing default DHCP gateway¶

By default, the XiVO DHCP server uses the XiVO’s IP address as the routing address. To change this you must create a custom-template:

Create a custom template for the dhcpd_subnet.conf.head file:

mkdir -p /etc/xivo/custom-templates/dhcp/etc/dhcp/
cd /etc/xivo/custom-templates/dhcp/etc/dhcp/
cp /usr/share/xivo-config/templates/dhcp/etc/dhcp/dhcpd_subnet.conf.head .

Edit the custom template:
```
vim dhcpd_subnet.conf.head
```
In the file, replace the string #XIVO_NET4_IP# by the routing address of your VoIP network, for example:
```
option routers 192.168.2.254;
```
Re-generate the dhcp configuration:
```
xivo-update-config
```

DHCP server should have been restarted and should now use the new routing address.

Configuring DHCP server to serve unknown hosts¶

By default, the XiVO DHCP server serves only known hosts. That is:

either hosts which MAC address prefix (the OUI) is known
or hosts which Vendor Identifier is known

Known OUIs and Vendor Class Identifiers are declared in /etc/dhcp/dhcpd_update/* files.

If you want your XiVO DHCP server to serve also unknown hosts (like PCs) follow these instructions:

Create a custom template for the dhcpd_subnet.conf.tail file:

mkdir -p /etc/xivo/custom-templates/dhcp/etc/dhcp/
cd /etc/xivo/custom-templates/dhcp/etc/dhcp/
cp /usr/share/xivo-config/templates/dhcp/etc/dhcp/dhcpd_subnet.conf.tail .

Edit the custom template:
```
vim dhcpd_subnet.conf.tail
```
And add the following line at the head of the file:
```
allow unknown-clients;
```
Re-generate the dhcp configuration:
```
xivo-update-config
```

DHCP server should have been restarted and should now serve all network equipments.

DHCP-Relay¶

If your telephony devices aren’t located on the same site and the same broadcast domain as the XiVO DHCP server, you will have to add the option DHCP Relay to the site’s router. This parameter will allow the DHCP requests from distant devices to be transmitted to the IP address you specify as DHCP Relay.

Warning

Please make sure that the IP address used as DHCP Relay is the same as one of XiVO’s interfaces, and that this interface is configured to listen to DHCP requests (as decribed in previous part). Also verify that routing is configured between the distant router and the choosen interface, otherwise DHCP requests will never reach the XiVO server.

Configuring DHCP server for other subnets¶

This section describes how to configure XiVO to serve other subnets that the VOIP subnet. As you can’t use the Web Interface to declare other subnets (for example to address DATA subnet, or a VOIP subnet that isn’t on the same site that XiVO server), you’ll have to do the following configuration on the Command Line Interface.

Creating “extra subnet” configuration files¶

First thing to do is to create a directory and to copy into it the configuration files:

mkdir /etc/dhcp/dhcpd_sites/
cp /etc/dhcp/dhcpd_subnet.conf /etc/dhcp/dhcpd_sites/dhcpd_siteXXX.conf
cp /etc/dhcp/dhcpd_subnet.conf /etc/dhcp/dhcpd_sites/dhcpd_lanDATA.conf

Note

In this case we’ll create 2 files for 2 differents subnets. You can change the name of the files, and create as many files as you want in the folder /etc/dhcp/dhcpd_sites/. Just adapt this procedure by changing the name of the file in the different links.

After creating one or several files in /etc/dhcp/dhcpd_sites/, you have to edit the file /etc/dhcp/dhcpd_extra.conf and add the according include statement like:

include "/etc/dhcp/dhcpd_sites/dhcpd_siteXXX.conf";
include "/etc/dhcp/dhcpd_sites/dhcpd_lanDATA.conf";

Adjusting Options of the DHCP server¶

Once you have created the subnet in the DHCP server, you must edit each configuration file (the files in /etc/dhcp/dhcpd_sites/) and modify the different parameters. In section subnet, write the IP subnet and change the following options (underlined fields in the example):

subnet 172.30.8.0 netmask 255.255.255.0 {

subnet-mask:
```
option subnet-mask 255.255.255.0;
```
broadcast-address:
```
option broadcast-address 172.30.8.255;
```
routers (specify the IP address of the router that will be the default gateway of the site):
```
option routers 172.30.8.1;
```

In section pool, modify the options:

pool {

log (add the name of the site or of the subnet):

log(concat("[", binary-to-ascii(16, 8, ":", hardware), "] POOL VoIP Site XXX"));

range (it will define the range of IP address the DHCP server can use to address the devices of that subnet):
```
range 172.30.8.10 172.30.8.200;
```

Warning

XiVO only answers to DHCP requests from supported devices. In case of you need to address other equipment, use the option allow unknown-clients; in the /etc/dhcp/dhcpd_sites/ files

If you have checked the “DHCP integration” (See Advanced Configuration for the basic setup) in provisionning configuration, you will also MUST add the parameter below: (Otherwise provd won’t be able to route the devices to the correct plugins)

on commit {
             execute("dxtorc",
                     "commit",
                     binary-to-ascii(10, 8, ".", leased-address),
                     binary-to-ascii(16, 8, ":", suffix(hardware, 6)),
                     pick-first-value(concat("060", binary-to-ascii(16, 8, ".", option vendor-class-identifier)), "")
                 );
         }

At this point, you can apply the changes of the DHCP server with the command:

service isc-dhcp-server restart

After that, XiVO will start to serve the DHCP requests of the devices located on other sites or other subnets than the VOIP subnet. You will see in /var/log/daemon.log all the DHCP requests received and how they are handled by XiVO.

Mail¶

This section describes how to configure the mail server shipped with XiVO (Postfix) and the way XiVO handles mails.

In Configuration ‣ Network ‣ Mail, the following options can be configured:

Domain Name messaging : the server’s displayed domain. Will appear in “Received” mail headers.
Source address of the server : domain part of headers “Return-Path” and “From”.
Relay SMTP and FallBack relay SMTP : relay mail servers.
Rewriting shipping addresses : Canonical address Rewriting. See Postfix canonical documentation for more info.

Warning

Postfix, the mail server shipped with XiVO, should be stopped on an installed XiVO with no valid and reachable DNS servers configured. If Postfix is not stopped, messages will bounce in queues and could end up affecting core pbx features.

If you need to disable Postfix here is how you should do it:

systemctl stop postfix
systemctl disable postfix

If you ever need to enable Postfix again:

systemctl enable postfix
systemctl start postfix

Alternatively, you can empty Postfix’s queues by issuging the following commands on the XiVO server:

postsuper -d ALL

Network¶

This section describes how to configure additional network devices that may be used to better accomodate more complex network infrastructures. Network interfaces are managed in the XiVO web interface via the page Configuration ‣ Network ‣ Interfaces.

XiVO offers 2 types of interfaces: VoIP and Data. The VoIP interface is used by the DHCP server, provisioning server, and phone devices connected to your XiVO. These services will use the information provided on the VoIP interface for their configuration. For example, the DHCP server will only listen on the VoIP interface by default.

To change these settings, you must either create a new interface or edit an existing one and change its type. When adding a new VoIP interface, the type of the old one will automatically be changed to Data.

Configuring a physical interface¶

In this example, we’ll add and configure the eth1 network interface on our XiVO.

First, we see there’s already an unconfigured network interface named eth1 on our system:

Configuration ‣ Network ‣ Interfaces

To add and configure it, we click on the small plus button next to it, and we get to this page:

_images/netiface_edit_physical_empty.png

Configuration ‣ Network ‣ Interfaces ‣ eth1 ‣ Add

In our case, since we want to configure this interface with static information (i.e. not via DHCP), we fill the following fields:

_images/netiface_edit_physical_filled.png

Configuration ‣ Network ‣ Interfaces ‣ eth1 ‣ Add

Note that since our eth0 network interface already has a default gateway, we do not enter information in the Default gateway field for our eth1 interface.

Once the changes have been saved, the action Apply network configuration will appear in bold. This action must be clicked in order for the changes to take effect.

Apply after modify interface

Adding a VLAN interface¶

In this example, the XiVO already has 2 network interfaces configured:

Configuration ‣ Network ‣ Interfaces

Listing the network interfaces

To add and configure a new VLAN interface, we click on the small plus button in the top right corner,

Configuration ‣ Network ‣ Interfaces ‣ Add button

and we get to this page:

Configuration ‣ Network ‣ Interfaces ‣ Add

In our case, since we want to configure this interface with static information:

Configuration ‣ Network ‣ Interfaces ‣ Add

Click on Save list the network interfaces:

Configuration ‣ Network ‣ Interfaces

The new virtual interface has been successfully created.

Note

Do not forget after you finish the configuration of the network to apply it with the button: Apply network configuration

After applying the network configuration:

_images/netiface_list_virtual_after_apply.png

Network configuration successfully apply

Add static network routes¶

Static routes cannot be added via the web interface. However, you may add static routes to your XiVO by following following the steps described below. This procedure will ensure that your static routes are applied at startup (i.e. each time the network interface goes up).

Create the file /etc/network/if-up.d/xivo-routes:

touch /etc/network/if-up.d/xivo-routes
chmod 755 /etc/network/if-up.d/xivo-routes

Insert the following content:

#!/bin/sh

if [ "${IFACE}" = "<network interface>" ]; then
    ip route add <destination> via <gateway>
    ip route add <destination> via <gateway>
fi

Fields <network interface>, <destination> and <gateway> should be replaced by your specific configuration. For example, if you want to add a route for 192.168.50.128/25 via 192.168.17.254 which should be added when eth0 goes up:
```
#!/bin/sh

if [ "${IFACE}" = "eth0.2" ]; then
    ip route add 192.168.50.128/25 via 192.168.17.254
fi
```

Note

The above check is to ensure that the route will be applied only if the correct interface goes up. This check should contain the actual name of the interface (i.e. eth0 or eth0.2 or eth1 or …). Otherwise the route won’t be set up in every cases.

Change interface MTU¶

Warning

Manually changing the MTU is risky. Please only proceed if you are aware of what you are doing.

These steps describe how to change the MTU:

#. Create the file :file:`/etc/network/if-up.d/xivo-mtu`::

touch /etc/network/if-up.d/xivo-mtu chmod 755 /etc/network/if-up.d/xivo-mtu

Insert the following content:

#!/bin/sh

# Set MTU per iface
if [ "${IFACE}" = "<data interface>" ]; then
    ip link set ${IFACE} mtu <data mtu>
elif [ "${IFACE}" = "<voip interface>" ]; then
    ip link set ${IFACE} mtu <voip mtu>
fi

Change the <data interface> to the name of your interface (e.g. eth0), and the <data mtu> to the new MTU (e.g. 1492),
Change the <voip interface> to the name of your interface (e.g. eth1), and the <voip mtu> to the new MTU (e.g. 1488)

Note

In the above example you can set a different MTU per interface. If you don’t need a per-interface MTU you can simply write:

#!/bin/sh

ip link set ${IFACE} mtu <my mtu>

Backup¶

Periodic backup¶

A backup of the database and the data are launched every day with a logrotate task. It is run at 06:25 a.m. and backups are kept for 7 days.

Logrotate task:

/etc/logrotate.d/xivo-backup

Logrotate cron:

/etc/cron.daily/logrotate

Retrieve the backup¶

You can retrieve the backup from the web-interface in Services ‣ IPBX ‣ IPBX Configuration ‣ Backup Files page.

Otherwise, with shell access, you can retrieve them in /var/backups/xivo. In this directory you will find db.tgz and data.tgz files for the database and data backups.

Backup scripts:

/usr/sbin/xivo-backup

Backup location:

/var/backups/xivo

What is actually backed-up?¶

Data¶

Here is the list of folders and files that are backed-up:

/etc/asterisk/
/etc/consul/
/etc/crontab
/etc/dahdi/
/etc/dhcp/ ⚠️️ This will overwrite the network configuration when the backup is restored ⚠
/etc/hostname ⚠️️ This will overwrite the network configuration when the backup is restored ⚠
/etc/hosts ⚠️️ This will overwrite the network configuration when the backup is restored ⚠
/etc/ldap/
/etc/network/if-up.d/xivo-routes
/etc/network/interfaces ⚠️️ This includes the host IP address / netmask and will overwrite the network configuration when the backup is restored ⚠ ️
/etc/ntp.conf
/etc/profile.d/xivo_uuid.sh
/etc/resolv.conf ⚠️️ This will overwrite the network configuration when the backup is restored ⚠
/etc/ssl/
/etc/systemd/
/etc/wanpipe/
/etc/xivo-agentd/
/etc/xivo-agid/
/etc/xivo-amid/
/etc/xivo-auth/
/etc/xivo-call-logd/
/etc/xivo-confd/
/etc/xivo-confgend-client/
/etc/xivo-ctid/
/etc/xivo-dird/
/etc/xivo-dird-phoned/
/etc/xivo-dxtora/
/etc/xivo-purge-db/
/etc/xivo/
/etc/xivo-xuc.conf
/usr/local/bin/
/usr/local/sbin/
/usr/share/xivo/XIVO-VERSION
/var/lib/asterisk/
/var/lib/consul/
/var/lib/xivo-provd/
/var/lib/xivo/
/var/log/asterisk/
/var/spool/asterisk/
/var/spool/cron/crontabs/

The following files/folders are excluded from this backup:

folders:
- /var/lib/consul/checks
- /var/lib/consul/raft
- /var/lib/consul/serf
- /var/lib/consul/services
- /var/lib/xivo-provd/plugins/*/var/cache/*
- /var/spool/asterisk/monitor/
- /var/spool/asterisk/meetme/
files
- /var/lib/xivo-provd/plugins/xivo-polycom*/var/tftpboot/*.ld
log files, coredump files
audio recordings
and, files greater than 10 MiB or folders containing more than 100 files if they belong to one of these folders:
- /var/lib/xivo/sounds/
- /var/lib/asterisk/sounds/custom/
- /var/lib/asterisk/moh/
- /var/spool/asterisk/voicemail/
- /var/spool/asterisk/monitor/

Database¶

The database asterisk from PostgreSQL is backed up. This include almost everything that is configured via the web interface.

Creating backup files manually¶

Warning

A backup file may take a lot of space on the disk. You should check the free space on the partition before creating one.

Database¶

You can manually create a database backup file named db-manual.tgz in /var/tmp by issuing the following commands:

xivo-backup db /var/tmp/db-manual

Files¶

You can manually create a data backup file named data-manual.tgz in /var/tmp by issuing the following commands:

xivo-backup data /var/tmp/data-manual

Restore¶

Introduction¶

A backup of both the configuration files and the database used by a XiVO installation is done automatically every day. These backups are created in the /var/backups/xivo directory and are kept for 7 days.

Warning

A XiVO backup includes the entirety of the original machine’s network configuration : it WILL overwrite any present network settings when you restore it. Remember to change those settings back if required before restarting network services or the machine itself, especially if you do not have physical or console access!

Limitations¶

You must restore a backup on the same version of XiVO that was backed up (though the architecture – i386 or amd64 – may differ)
You must restore a backup on a machine with the same hostname and IP address
Be aware that this procedure applies only to XiVO >= 14.08 (see 14.08).
XiVO CC configuration files are not backed up. Follow Manual XiVO PBX configuration to restore them.

Before Restoring the System¶

Warning

Before restoring a XiVO on a fresh install you have to setup XiVO using the wizard (see Running the Wizard section).

Stop monit and all the xivo services:

xivo-service stop

If you want to restore XiVO < 2017.06 that was configured for XiVO CC, you must create PostgreSQL user stats before restoring the database. See Creating user stats.

Restoring System Files¶

System files are stored in the data.tgz file located in the /var/backups/xivo directory.

This file contains for example, voicemail files, musics, voice guides, phone sets firmwares, provisioning server configuration database.

To restore the file

tar xvfp /var/backups/xivo/data.tgz -C /

Restoring the Database¶

Warning

This will destroy all the current data in your database.
You have to check the free space on your system partition before extracting the backups.

Database backups are created as db.tgz files in the /var/backups/xivo directory. These tarballs contains a dump of the database used in XiVO.

In this example, we’ll restore the database from a backup file named db.tgz placed in the home directory of root.

First, extract the content of the db.tgz file into the /var/tmp directory and go inside the newly created directory:

tar xvf db.tgz -C /var/tmp
cd /var/tmp/pg-backup

Drop the asterisk database and restore it with the one from the backup:

sudo -u postgres dropdb asterisk
sudo -u postgres pg_restore -C -d postgres asterisk-*.dump

To finalize the restore, see After Restoring The System.

Troubleshooting¶

When restoring the database, if you encounter problems related to the system locale, see PostgreSQL localization errors.

Alternative: Restoring and Keeping System Configuration¶

System configuration like network interfaces is stored in the database. It is possible to keep this configuration and only restore xivo data.

Rename the asterisk database to asterisk_previous:

sudo -u postgres psql -c 'ALTER DATABASE asterisk RENAME TO asterisk_previous'

Restore the asterisk database from the backup:

sudo -u postgres pg_restore -C -d postgres asterisk-*.dump

Restore the system configuration tables from the asterisk_previous database:

sudo -u postgres pg_dump -c -t dhcp -t netiface -t resolvconf asterisk_previous | sudo -u postgres psql asterisk

Drop the asterisk_previous database:

sudo -u postgres dropdb asterisk_previous

Warning

Restoring the data.tgz file also restores system files such as host hostname, network interfaces, etc. You will need to reapply the network configuration if you restore the data.tgz file.

After Restoring The System¶

Resynchronize the xivo-auth keys:

xivo-update-keys

Update systemd runtime configuration:

source /etc/profile.d/xivo_uuid.sh
systemctl set-environment XIVO_UUID=$XIVO_UUID
systemctl daemon-reload

Restart the services you stopped in the first step:

xivo-service start

You may also reboot the system. Remember that the network settings were overwritten by the backed up settings, check and fix if necessary before rebooting!

CLI Tools¶

XiVO comes with a collection of console (CLI) tools to help administer the server.

xivo-dist¶

xivo-dist is the xivo repository sources manager. It is used to switch between distributions (production, development, release candidate, archived version). Example use cases :

switch to production repository : xivo-dist xivo-five
switch to development repository : xivo-dist xivo-dev
switch to release candidate repository : xivo-dist xivo-rc
switch to an archived version’s repository (here 14.18) : xivo-dist xivo-14.18

HTTPS certificate¶

X.509 certificates are used to authorize and secure communications with the server. They are mainly used for HTTPS, but can also be used for SIPS, CTIS, WSS, etc.

There are two categories of certificates in XiVO:

the default certificate, used for HTTPS in the web interface, REST APIs and WebSockets
the certificates created and managed via the web interface

This article is about the former. For the latter, see Telephony certificates.

Default certificate¶

XiVO uses HTTPS where possible. The certificates are generated at install time (or during the upgrade to 15.12+). The main certificate is placed in /usr/share/xivo-certs/server.crt.

However, this certificate is self-signed, and HTTP clients (browser or REST API client) will complain about this default certificate because it is not signed by a trusted Certification Authority (CA).

The default certificate is untrusted¶

To make the HTTP client accept this certificate, you have two choices:

configure your HTTP client to trust the self-signed XiVO certificate by adding a new trusted CA. The CA certificate (or bundle) is the file /usr/share/xivo-certs/server.crt.
replace the self-signed certificate with your own trusted certificate.

Use your own certificate¶

For this, follow these steps:

Replace the following files with your own private key/certificate pair:

Private key: /usr/share/xivo-certs/server.key

Certificate: /usr/share/xivo-certs/server.crt

Change the hostname of XiVO for each XiVO component: the different processes of XiVO heavily use HTTPS for internal communication, and for these connection to establish successfully, all hostnames used must match the Common Name (CN) of your certificate. Basically, you must replace all occurrences of localhost (the default hostname) with your CN in the configuration of the XiVO services. For example:
```
mkdir /etc/xivo/custom
cat > /etc/xivo/custom/custom-certificate.yml << EOF
consul:
  host: xivo.example.com
auth:
  host: xivo.example.com
confd:
  host: xivo.example.com
dird:
  host: xivo.example.com
ajam:
  host: xivo.example.com
agentd:
  host: xivo.example.com
EOF
for config_dir in /etc/xivo-*/conf.d/ ; do
    ln -s "/etc/xivo/custom/custom-certificate.yml" "$config_dir/010-custom-certificate.yml"
done
```
Also, you must replace localhost in the definition of your directories in the web interface under Configuration ‣ Directories.
If your certificate is not self-signed, and you obtained it from a third-party CA that is trusted by your system, you must enable the system-based certificate verification. By default, certificate verification is set to consider /usr/share/xivo-certs/server.crt as the only CA certificate.

The options are the following:
- Consul: verify: True
- Other XiVO services: verify_certificate: True
The procedure is the same as 2. with more configuration for each service. For example:
```
cat > /etc/xivo/custom/custom-certificate.yml << EOF
consul:
  host: xivo.example.com
  verify: True
auth:
  host: xivo.example.com
  verify_certificate: True
dird:
  host: xivo.example.com
  verify_certificate: True
...
```
Setting verify_certificate to False will disable the certificate verification, but the connection will still be encrypted. This is pretty safe as long as XiVO services stay on the same machine, however, this is dangerous when XiVO services are separated by an untrusted network, such as the Internet.
Ensure your CN resolves to a valid IP address with either:
- a DNS entry
- an entry in /etc/hosts resolving your CN to 127.0.0.1. Note that /etc/hosts will be rewritten occasionally by xivo-sysconfd. To make the change persistent, you can:
  1. modify /usr/share/xivo-sysconfd/templates/resolvconf/hosts instead (which will be rewritten when xivo-sysconfd is upgraded…)
  2. then add a script in /usr/share/xivo-upgrade/pre-start.d to re-apply the modification to /usr/share/xivo-sysconfd/templates/resolvconf/hosts after each xivo-upgrade.
Restart all XiVO services:
```
xivo-service restart all
```

Configuration Files¶

This section describes some of the XiVO configuration files.

Configuration priority¶

Usually, the configuration is read from two locations: a configuration file config.yml and a configuration directory conf.d.

Files in the conf.d extra configuration directory:

are used in alphabetical order and the first one has priority
are ignored when their name starts with a dot
are ignored when their name does not end with .yml

For example:

.01-critical.yml:

log_level: critical

02-error.yml.dpkg-old:

log_level: error

10-debug.yml:

log_level: debug

20-nodebug.yml:

log_level: info

The value that will be used for log_level will be debug since:

10-debug.yml comes before 20-nodebug.yml in the alphabetical order.
.01-critical.yml starts with a dot so is ignored
02-error.yml.dpkg-old does not end with .yml so is ignored

File configuration structure¶

Configuration files for every service running on a XiVO server will respect these rules:

Default configuration directory in /etc/xivo-{service}/conf.d (e.g. /etc/xivo-agentd/conf.d/)
Default configuration file in /etc/xivo-{service}/config.yml (e.g. /etc/xivo-agentd/config.yml)

The files /etc/xivo-{service}/config.yml should not be modified because they will be overridden during upgrades. However, they may be used as examples for creating additional configuration files as long as they respect the Configuration priority. Any exceptions to these rules are documented below.

xivo-agentd¶

Default configuration directory: /etc/xivo-agentd/conf.d
Default configuration file: /etc/xivo-agentd/config.yml

xivo-amid¶

Default configuration directory: /etc/xivo-amid/conf.d
Default configuration file: /etc/xivo-amid/config.yml

xivo-auth¶

Default configuration directory: /etc/xivo-auth/conf.d
Default configuration file: /etc/xivo-auth/config.yml

xivo-confgend¶

Default configuration directory: /etc/xivo-confgend/conf.d
Default configuration file: /etc/xivo-confgend/config.yml
Default templates directory: /etc/xivo-confgend/templates

xivo-ctid¶

Default configuration directory: /etc/xivo-ctid/conf.d
Default configuration file: /etc/xivo-ctid/config.yml

xivo-dao¶

Default configuration directory: /etc/xivo-dao/conf.d
Default configuration file: /etc/xivo-dao/config.yml

This configuration is read by many XiVO programs in order to connect to the Postgres database of XiVO.

xivo-dird-phoned¶

Default configuration directory: /etc/xivo-dird-phoned/conf.d
Default configuration file: /etc/xivo-dird-phoned/config.yml

xivo_ring.conf¶

Path: /etc/xivo/asterisk/xivo_ring.conf
Purpose: This file can be used to change the ringtone played by the phone depending on the origin of the call.

Warning

Note that this feature has not been tested for all phones and all call flows. This page describes how you can customize this file but does not intend to list all validated call flows or phones.

This file xivo_ring.conf consists of :

profiles of configuration (some examples for different brands are already included: [aastra], [snom] etc.)
one section named [number] where you apply the profile to an extension or a context etc.

Here is the process you should follow if you want to use/customize this feature :

Create a new profile, e.g.:
```
[myprofile-aastra]
```
Change the phonetype accordingly, in our example:
```
[myprofile-aastra]
phonetype = aastra
```
Chose the ringtone for the different type of calls (note that the ringtone names are brand-specific):
```
[myprofile-aastra]
phonetype = aastra
intern = <Bellcore-dr1>
group = <Bellcore-dr2>
```
Apply your profile, in the section [number]

to a given list of extensions (e.g. 1001 and 1002):
1001@default = myprofile-aastra
1002@default = myprofile-aastra
or to a whole context (e.g. default):
@default = myprofile-aastra

Restart xivo-agid service:
```
service xivo-agid restart
```

ipbx.ini¶

Path: /etc/xivo/web-interface/ipbx.ini
Purpose: This file specifies various configuration options and paths related to Asterisk and used by the web interface.

Here is a partial glimpse of what can be configured in file ipbx.ini :

Enable/Disable modification of SIP line username and password:
```
[user]
readonly-idpwd = "true"
```

When editing a SIP line, the username and password fields cannot be modified via the web interface. Set this option to false to enable the modification of both fields. This option is set to “true” by default.

Warning

This feature is not fully tested. It should be used only when absolutely necessary and with great care.

Consul¶

The default consul installation in XiVO uses the configuration file in /etc/consul/xivo/*.json. All files in this directory are installed with the package and should not be modified by the administrator. To use a different configuration, the adminstrator can add it’s own configuration file at another location and set the new configuration directory by creating a systemd unit drop-in file in the /etc/systemd/system/consul.service.d directory.

The default installation generates a master token that can be retrieved in /var/lib/consul/master_token. This master token will not be used if a new configuration is supplied.

Variables¶

The following environment variables can be overridden in a systemd unit drop-in file:

CONFIG_DIR: the consul configuration directory
WAIT_FOR_LEADER: should the “start” action wait for a leader ?

Example, in /etc/systemd/system/consul.service.d/custom.conf:

[Service]
Environment=CONFIG_DIR=/etc/consul/agent
Environment=WAIT_FOR_LEADER=no

Agent mode¶

It is possible to run consul on another host and have the local consul node run as an agent only.

To get this kind of setup up and running, you will need to follow the following steps.

Downloading Consul¶

For a 32 bits system

wget --no-check-certificate https://releases.hashicorp.com/consul/0.5.2/consul_0.5.2_linux_386.zip

For a 64 bits system

wget --no-check-certificate https://releases.hashicorp.com/consul/0.5.2/consul_0.5.2_linux_amd64.zip

Installing Consul on a new host¶

unzip consul_0.5.2_linux_386.zip

Or

unzip consul_0.5.2_linux_amd64.zip

mv consul /usr/bin/consul
mkdir -p /etc/consul/xivo
mkdir -p /var/lib/consul
adduser --quiet --system --group --no-create-home \
        --home /var/lib/consul consul

Copying the consul configuration from the XiVO to a new host¶

On the new consul host, modify /etc/consul/xivo/config.json to include to following lines.

"bind_addr": "0.0.0.0",
"client_addr": "0.0.0.0",
"advertise_addr": "<consul-host>"

# on the consul host
scp root@<xivo-host>:/lib/systemd/system/consul.service /lib/systemd/system
systemctl daemon-reload
scp -r root@<xivo-host>:/etc/consul /etc
scp -r root@<xivo-host>:/usr/share/xivo-certs /usr/share
consul agent -data-dir /var/lib/consul -config-dir /etc/consul/xivo/

Note

To start consul with the systemd unit file, you may need to change owner and group (consul:consul) for all files inside /etc/consul, /usr/share/xivo-certs and /var/lib/consul

Adding the agent configuration¶

Create the file /etc/consul/agent/config.json with the following content

{
    "acl_datacenter": "<node_name>",
    "datacenter": "xivo",
    "server": false,
    "bind_addr": "0.0.0.0",
    "advertise_addr": "<xivo_address>",
    "client_addr": "127.0.0.1",
    "bootstrap": false,
    "rejoin_after_leave": true,
    "data_dir": "/var/lib/consul",
    "enable_syslog": true,
    "disable_update_check": true,
    "log_level": "INFO",
    "ports": {
        "dns": -1,
        "http": -1,
        "https": 8500
    },
    "retry_join": [
        "<remote_host>"
    ],
    "cert_file": "/usr/share/xivo-certs/server.crt",
    "key_file": "/usr/share/xivo-certs/server.key"
}

node_name: Arbitrary name to give this node, xivo-paris for example.
remote_host: IP address of your new consul. Be sure the host is accessible from your XiVO and check the firewall. See the documentation here.
xivo_address: IP address of your xivo.

This file should be owned by consul user.

chown -R consul:consul /etc/consul/agent

Enabling the agent configuration¶

Add or modify /etc/systemd/system/consul.service.d/custom.conf to include the following lines:

[Service]
Environment=CONFIG_DIR=/etc/consul/agent

Restart your consul server.

service consul restart

Updating the consul section of xivo-ctid¶

Add a file in /etc/xivo-ctid/conf.d/remote_consul.yml with the following content

rest_api:
  http:
    listen: 0.0.0.0

service_discovery:
  advertise_address: <xivo-ctid-host>
  check_url: http://<xivo-ctid-host>:9495/0.1/infos

xivo-ctid-host: Hostname to reach xivo-ctid

Log Files¶

Every XiVO service has its own log file, placed in /var/log.

asterisk¶

The Asterisk log files are managed by logrotate.

It’s configuration files /etc/logrotate.d/asterisk and /etc/asterisk/logger.conf

The message log level is enabled by default in logger.conf and contains notices, warnings and errors. The full log entry is commented in logger.conf and should only be enabled when verbose debugging is required. Using this option in production would produce VERY large log files.

Files location: /var/log/asterisk/*
Number of archived files: 15
Rotation frequence: Daily

xivo-agentd¶

File location: /var/log/xivo-agentd.log
Rotate configuration: /etc/logrotate.d/xivo-agentd
Number of archived files: 15
Rotation frequence: Daily

xivo-agid¶

File location: /var/log/xivo-agid.log
Rotate configuration: /etc/logrotate.d/xivo-agid
Number of archived files: 15
Rotation frequence: Daily

xivo-amid¶

File location: /var/log/xivo-amid.log
Rotate configuration: /etc/logrotate.d/xivo-amid
Number of archived files: 15
Rotation frequence: Daily

xivo-auth¶

File location: /var/log/xivo-auth.log
Rotate configuration: /etc/logrotate.d/xivo-auth
Number of archived files: 15
Rotation frequence: Daily

xivo-call-logd¶

File location: /var/log/xivo-call-logd.log
Rotate configuration: /etc/logrotate.d/xivo-call-logd
Number of archived files: 15
Rotation frequence: Daily

xivo-confd¶

File location: /var/log/xivo-confd.log
Rotate configuration: /etc/logrotate.d/xivo-confd
Number of archived files: 15
Rotation frequence: Daily

xivo-confgend¶

The xivo-confgend daemon output is sent to the file specified with the --logfile parameter when launched with twistd.

The file location can be changed by customizing the xivo-confgend.service unit file.

File location: /var/log/xivo-confgend.log
Rotate configuration: /etc/logrotate.d/xivo-confgend
Number of archived files: 15
Rotation frequence: Daily

xivo-ctid¶

File location: /var/log/xivo-ctid.log
Rotate configuration: /etc/logrotate.d/xivo-ctid
Number of archived log files: 15
Rotation frequence: Daily

xivo-dird¶

File location: /var/log/xivo-dird.log
Rotate configuration: /etc/logrotate.d/xivo-dird
Number of archived files: 15
Rotation frequence: Daily

xivo-dird-phoned¶

File location: /var/log/xivo-dird-phoned.log
Rotate configuration: /etc/logrotate.d/xivo-dird-phoned
Number of archived files: 15
Rotation frequence: Daily

xivo-dxtora¶

File location: /var/log/xivo-dxtora.log
Rotate configuration: /etc/logrotate.d/xivo-dxtora
Number of archived files: 15
Rotation frequence: Daily

xivo-provd¶

File location: /var/log/xivo-provd.log
Rotate configuration: /etc/logrotate.d/xivo-provd
Number of archived files: 15
Rotation frequence: Daily

xivo-purge-db¶

File location: /var/log/xivo-purge-db.log
Rotate configuration: /etc/logrotate.d/xivo-purge-db
Number of archived files: 15
Rotation frequence: Daily

xivo-stat¶

File location: /var/log/xivo-stat.log
Rotate configuration: /etc/logrotate.d/xivo-stat
Number of archived files: 15
Rotation frequence: Daily

xivo-sysconfd¶

File location: /var/log/xivo-sysconfd.log
Rotate configuration: /etc/logrotate.d/xivo-sysconfd
Number of archived files: 15
Rotation frequence: Daily

xivo-upgrade¶

File location: /var/log/xivo-upgrade.log
Rotate configuration: /etc/logrotate.d/xivo-upgrade
Number of archived files: 15
Rotation frequence: Daily

xivo-web-interface¶

File location: /var/log/xivo-web-interface/*.log
Rotate configuration: /etc/logrotate.d/xivo-web-interface
Number of archived files: 21
Rotation frequence: Daily

Nginx¶

XiVO use nginx as a web server and reverse proxy.

In its default configuration, the nginx server listens on port TCP/80 and TCP/443 and allows these services to be used:

web interface (xivo-web-interface)
API documentation (xivo-swagger-doc)

Starting from XiVO 16.13, an administrator can easily modify the configuration to allow additional services to be used (e.g. xivo-auth or xivo-confd).

To do so, an administrator only has to create a symbolic link inside the /etc/nginx/locations/http-enabled directory to the corresponding file in the /etc/nginx/locations/http-available directory, and then reload nginx with systemctl reload nginx. A similar operation must be done for HTTPS.

For example, to enable all the available services:

ln -sf /etc/nginx/locations/http-available/* /etc/nginx/locations/http-enabled
ln -sf /etc/nginx/locations/https-available/* /etc/nginx/locations/https-enabled
systemctl reload nginx

To disable all the services other than the web interface:

rm /etc/nginx/locations/http-enabled/* /etc/nginx/locations/https-enabled/*
ln -s /etc/nginx/locations/http-available/xivo-web-interface /etc/nginx/locations/http-enabled
ln -s /etc/nginx/locations/https-available/xivo-web-interface /etc/nginx/locations/https-enabled
systemctl reload nginx

NTP¶

XiVO has a NTP server, that must be synchronized to a reference server. This can be a public one or customized for specific target networking architecture. XiVO’s NTP server is used by default as NTP server for the devices time reference.

Usage¶

Show NTP service status:

service ntp status

Stop NTP service:

service ntp stop

Start NTP service:

service ntp start

Restart NTP service:

service ntp restart

Show NTP synchronization status:

ntpq -p

Configuring NTP service¶

Edit /etc/ntp.conf

Give your NTP reference servers:

server 192.168.0.1                           # LAN existing NTP Server
server 0.debian.pool.ntp.org iburst dynamic  # default in ntp.conf
server 1.debian.pool.ntp.org iburst dynamic  # default in ntp.conf

If no reference server to synchronize to, add this to synchronize locally:

server 127.127.1.0              # local clock (LCL)
fudge 127.127.1.0 stratum 10    # LCL is not very reliable

Restart NTP service
Check NTP synchronization status.

Warning

If #5 shows that NTP doesn’t use NTP configuration in /etc/ntp.conf, maybe have you done a dhclient for one of your network interface and the dhcp server that gave the IP address also gave a NTP server address. Thus you might check if the file /var/lib/ntp/ntp.conf.dhcp exists, if yes, this is used for NTP configuration prior to /etc/ntp.conf. Remove it and restart NTP, check NTP synchronization status, then it should work.

Proxy Configuration¶

If you use XiVO behind an HTTP proxy, you must do a couple of manipulations for it to work correctly.

apt¶

Create the /etc/apt/apt.conf.d/90proxy file with the following content:

Acquire::http::Proxy "http://domain\username:password@proxyip:proxyport";

provd¶

Proxy information is set via the Configuration ‣ Provisioning ‣ General page.

dhcp-update¶

This step is needed if you use the DHCP server of the XiVO. Otherwise the DHCP configuration won’t be correct.

Proxy information is set via the /etc/xivo/dhcpd-update.conf file.

Edit the file and look for the [proxy] section.

xivo-fetchfw¶

This step is not needed if you don’t use xivo-fetchfw.

Proxy information is set via the /etc/xivo/xivo-fetchfw.conf file.

Edit the file and look for the [proxy] section.

Service Discovery¶

Overview¶

XiVO uses consul for service discovery. When a daemon is started, it registers itself on the configured consul node.

Consul template may be used to generate the configuration files for each daemons that requires the availability of another service. Consul template can also be used to reload the appropriate service.

Service Authentication¶

XiVO services expose more and more resources through REST API, but they also ensure that the access is restricted to the authorized programs. For this, we use an authentication daemon who delivers authorizations via tokens.

Call flow¶

Here is the call flow to access a REST resource of a XiVO service:

Create a username/password (also called service_id/service_key) with the right ACLs, via Web Services Access.
Create a token with these credentials and the backend xivo-service.
Use this token to access the REST resource defined by the ACL.

_images/service_authentication_workflow.png

Call flow of service authentication

Service: Service who needs to access a REST resource.
xivo-{daemon}: Server that exposes a REST resource. This resource must have an attached ACL.
xivo-auth: Server that authenticates the Service and validates the required ACL with the token.

XiVO services directly use this system to communicate with each other, as you can see in their Web Services Access.

xivo-auth¶

xivo-auth is a scalable, extendable and configurable authentication service. It uses an HTTP interface to emit tokens to users who can then use those tokens to identify and authenticate themselves with other services compatible with xivo-auth.

xivo-auth HTTP API Changelog¶

16.02¶

POST /0.1/token, field expiration: only integers are accepted, floats are now invalid.
Experimental backend ldap_user_voicemail has been removed.
New backend ldap_user has been added.

15.19¶

POST /0.1/token do not accept anymore argument backend_args

15.17¶

New backend ldap_user_voicemail has been added. WARNING this backend is EXPERIMENTAL.

15.16¶

HEAD and GET now take a new scope query string argument to check ACLs
Backend interface method get_acls is now named get_consul_acls
Backend interface method get_acls now returns a list of ACLs
HEAD and GET can now return a 403 if an ACL access is denied

15.15¶

POST /0.1/token accept new argument backend_args
Signature of backend method get_ids() has a new argument args
New method get_acls for backend has been added
New backend service has been added

xivo-auth Developer’s Guide¶

Architecture¶

xivo-auth contains 4 major components, an HTTP interface, a celery worker, authentication backends and a consul client. All operations are made through the HTTP interface, tokens are stored by consul as well as the persistence for some of the data attached to tokens. The celery worker is used to schedule tasks that outlive the lifetime of the xivo-auth process. Backends are used to test if a supplied username/password combination is valid and provide the xivo-user-uuid.

xivo-auth is made of the following modules and packages.

plugins¶

the plugin package contains the xivo-auth backends that are packaged with xivo-auth.

http¶

The http module is the implementation of the HTTP interface.

Validate parameters
Calls the backend the check the user authentication
Forward instructions to the token_manager
Handle exceptions and return the appropriate status_code

controller¶

The controller is the plumbin of xivo-auth, it has no business logic.

Start the HTTP application
Start the celery worker
Load all enabled plugins
Instanciate the token_manager

token¶

The token modules contains the business logic of xivo-auth.

Creates and delete tokens
Creates ACLs for XiVO
Schedule token expiration
Read/write token data to consul

tasks¶

The tasks module contains implementation of celery tasks that are executed by the worker.

Called by the celery worker
Forwards instructions to the token manager

extension¶

This is a place holder for a global variable for the celery app. It will be removed and should not be used.

Other modules that should not need documentation are helpers, config, interfaces

Plugins¶

xivo-auth is meant to be easy to extend. This section describes how to add features to xivo-auth.

Backends¶

xivo-auth allows its administrator to configure one or many sources of authentication. Implementing a new kind of authentication is quite simple.

Create a python module implementing the backend interface.
Install the python module with an entry point xivo_auth.backends

An example backend implementation is available here.

Stock Plugins Documentation¶

Backends Plugins¶

XiVO Admin¶

Backend name: xivo_admin

Purpose: Authenticate a XiVO administrator. The login/password is configured in Configuration ‣ Management ‣ Users.

XiVO Service¶

Backend name: xivo_service

Purpose: Authenticate a XiVO Web Services Access. The login/password is configured in Configuration ‣ Management ‣ Web Service Access.

XiVO User¶

Backend name: xivo_user

Purpose: Authenticate a XiVO user. The login/password is configured in IPBX ‣ Services ‣ PBX Settings ‣ Users in the CTI client section.

LDAP¶

Backend name: ldap_user

Purpose: Authenticate with an LDAP user.

For example, with the given configuration:

ldap:
    uri: ldap://example.org
    bind_dn: cn=xivo,dc=example,dc=org
    bind_password: bindpass
    user_base_dn: ou=people,dc=example,dc=org
    user_login_attribute: uid
    user_email_attribute: mail

When an authentication request is received for username alice and password userpass, the backend will:

Connect to the LDAP server at example.org
Do an LDAP “bind” operation with bind DN cn=xivo,dc=example,dc=org and password bindpass
Do an LDAP “search” operation to find an LDAP user matching alice, using:
- the base DN ou=people,dc=example,dc=org
- the filter (uid=alice)
- a SUBTREE scope
If the search returns exactly 1 LDAP user, do an LDAP “bind” operation with the user’s DN and the password userpass
If the LDAP “bind” operation is successful, search in XiVO a user with an email matching the mail attribute of the LDAP user
If a XiVO user is found, success

To use an anonymous bind instead, the following configuration would be used:

ldap:
    uri: ldap://example.org
    bind_anonymous: True
    user_base_dn: ou=people,dc=example,dc=org
    user_login_attribute: uid
    user_email_attribute: mail

The backend can also works in a “no search” mode, for example with the following configuration:

ldap:
    uri: ldap://example.org
    user_base_dn: ou=people,dc=example,dc=org
    user_login_attribute: uid
    user_email_attribute: mail

When the server receives the same authentication request as above, it will directly do an LDAP “bind” operation with the DN uid=alice,ou=people,dc=example,dc=org and password userpass, and continue at step 5.

Note

User’s email and voicemail’s email are two separate things. This plugin only use the user’s email.

Configuration¶

uri: the URI of the LDAP server. Can only contain the scheme, host and port of an LDAP URL.
user_base_dn: the base dn of the user
user_login_attribute: the attribute to login a user
user_email_attribute (optional): the attribute to match with the XiVO user’s email (default: mail)
bind_dn (optional): the bind DN for searching for the user DN.
bind_password (optional): the bind password for searching for the user DN.
bind_anonymous (optional): use anonymous bind for searching for the user DN (default: false)

Usage¶

xivo-auth is used through HTTP requests, using HTTPS. Its default port is 9497. As a user, the most common operation is to get a new token. This is done with the POST method.

Alice retrieves a token using her username/password:

$ # Alice creates a new token, using the xivo_user backend, expiring in 10 minutes
$ curl -k -X POST -H 'Content-Type: application/json' -u 'alice:s3cre7' "https://localhost:9497/0.1/token" -d '{"backend": "xivo_user", "expiration": 600}';echo
{"data": {"issued_at": "2015-06-05T10:16:58.557553", "token": "1823c1ee-6c6a-0cdc-d869-964a7f08a744", "auth_id": "63f3dc3c-865d-419e-bec2-e18c4b118224", "xivo_user_uuid": "63f3dc3c-865d-419e-bec2-e18c4b118224", "expires_at": "2015-06-05T11:16:58.557595"}}

In this example Alice used here XiVO CTI client login alice and password s3cre7. The authentication source is determined by the backend in the POST data.

Alice could also have specified an expiration time on her POST request. The expiration value is the number of seconds before the token expires.

After retrieving her token, Alice can query other services that use xivo-auth and send her token to those service. Those services can then use this token on Alice’s behalf to access her personal storage.

If Alice wants to revoke her token before its expiration:

$ curl -k -X DELETE -H 'Content-Type: application/json' "https://localhost:9497/0.1/token/1823c1ee-6c6a-0cdc-d869-964a7f08a744"

See Service Authentication for details about the authentication process.

Usage for services using xivo-auth¶

A service that requires authentication and identification can use xivo-auth to externalise the burden of authentication. The new service can then accept a token as part of its operations to authenticate the user using the service.

Once a service receives a token from one of its user, it will need to check the validity of that token. There are 2 forms of verification, one that only checks if the token is valid and the other returns information about this token’s session if it is valid.

Checking if a token is valid:

$ curl -k -i -X HEAD -H 'Content-Type: application/json' "https://localhost:9497/0.1/token/1823c1ee-6c6a-0cdc-d869-964a7f08a744"
HTTP/1.1 204 NO CONTENT
Content-Type: text/html; charset=utf-8
Content-Length: 0
Date: Fri, 05 Jun 2015 14:49:50 GMT
Server: pcm-dev-0

$ # get more information about this token
$ curl -k -X GET -H 'Content-Type: application/json' "https://localhost:9497/0.1/token/1823c1ee-6c6a-0cdc-d869-964a7f08a744";echo
{"data": {"issued_at": "2015-06-05T10:16:58.557553", "token": "1823c1ee-6c6a-0cdc-d869-964a7f08a744", "auth_id": "63f3dc3c-865d-419e-bec2-e18c4b118224", "xivo_user_uuid": "63f3dc3c-865d-419e-bec2-e18c4b118224", "expires_at": "2015-06-05T11:16:58.557595"}}

Launching xivo-auth¶

usage: xivo-auth [-h] [-c CONFIG_FILE] [-u USER] [-d] [-f] [-l LOG_LEVEL]

optional arguments:
  -h, --help            show this help message and exit
  -c CONFIG_FILE, --config-file CONFIG_FILE
                        The path to the config file
  -u USER, --user USER  User to run the daemon
  -d, --debug           Log debug messages
  -f, --foreground      Foreground, don't daemonize
  -l LOG_LEVEL, --log-level LOG_LEVEL
                        Logs messages with LOG_LEVEL details. Must be one of:
                        critical, error, warning, info, debug. Default: None

HTTP API Reference¶

See also the xivo-auth HTTP API Changelog.

Development¶

See xivo-auth Developer’s Guide.

xivo-confd¶

xivo-confd is a HTTP server that provides a RESTful API service for configuring and managing basic resources on a XiVO server.

Developer’s Guide (xivo-confd)¶

xivo-confd resources are organised through a plugin mechanism. There are 2 main plugin categories:

Resource plugins: A plugin that manages a resource (e.g. users, extensions, voicemails, etc). A resource plugin exposes the 4 basic CRUD operations (Create, Read, Update, Delete) in order to operate on a resource in a RESTful manner.
Association plugins: A plugin for associating or dissociating 2 resources (e.g a user and a line). An association plugin exposes an HTTP action for associating (either POST or PUT) and another for dissociating (DELETE)

The following diagram outlines the most important parts of a plugin:

_images/xivo-confd-plugin-architecture.png

Plugin architecture of xivo-confd

Resource

Class that receives and handles HTTP requests. Resources use flask-restful for handling requests.

There are 2 kinds of resources: ListResource for root URLs and ItemResource for URLs that have an ID. ListResource will handle creating a resource (POST) and searching through a list of available resources (GET). ItemResource handles fetching a single item (GET), updating (PUT) and deleting (DELETE).

Service

Class that handles business logic for a resource, such as what to do in order to get, create, update, or delete a resource. Service classes do not manipulate data directly. Instead, they coordinate what to do via other objects.

There are 2 kinds of services: CRUDService for basic CRUD operations in Resource plugins, and AssociationService for association/dissociation operations in Association plugins.

Dao

Data Access Object. Knows how to get data and how to manipulate it, such as SQL queries, files, etc.

Notifier

Sends events after an operation has completed. An event will be sent in a messaging queue for each CRUD operation. Certain resources also need to send events to other daemons in order to reload some configuration data. (i.e. asterisk needs to reload the dialplan when an extension is updated)

Validator

Makes sure that a resource’s data does not contain any errors before doing something with it. A Validator can be used for validating input data or business rules.

XiVO confgend¶

xivo-confgend is a configuration file generator. It is mainly used to generate the Asterisk configuration files.

XiVO confgend developer’s guide¶

xivo-confgend uses drivers to implement the logic required to generate configuration files. It uses stevedore to do the driver instantiation and discovery.

Plugins in xivo-confgend use setuptools’ entry points. That means that installing a new plugin to xivo-confgend requires an entry point in the plugin’s setup.py.

Drivers¶

Driver plugin are classes that are used to generate the content of a configuration file.

The implementation of a plugin should have the following properties.

It’s __init__ method should take one argument
It should have a generate method which will return the content of the file
A setup.py adding an entry point

The __init__ method argument is the content of the configuration of xivo-confgend. This allows the driver implementor to add values to the configuration in /etc/xivo-confgend/conf.d/*.yml and these values will be available in the driver.

The generate method has no argument, the configuration provided to the __init__ should be sufficient for most cases. generate is called within a scoped_session of xivo-dao, allowing the usage of xivo-dao without prior setup in the driver.

The namespaces used for entry points in xivo-confgend have the following form:

xivo_confgend.<resource>.<filename>

as an example, a generator for sip.conf would have the following namespace:

xivo_confgend.asterisk.sip.conf

Example¶

Here is a typical setup.py:

#!/usr/bin/env python
# -*- coding: utf-8 -*-
# Copyright 2016 by Avencall
# SPDX-License-Identifier: GPL-3.0+

from setuptools import setup
from setuptools import find_packages


setup(
    name='XiVO confgend driversample',
    version='0.0.1',

    description='An example driver',

    packages=find_packages(),

    entry_points={
        'xivo_confgend.asterisk.sip.conf': [
            'my_driver = src.driver:MyDriver',
        ],
    }
)

With the following package structure:

.
├── setup.py
└── src
    └── driver.py

driver.py:

# -*- coding: utf-8 -*-
# Copyright 2016 by Avencall
# SPDX-License-Identifier: GPL-3.0+


class MyDriver(object):

    def __init__(self, config):
        self._config = config

    def generate(self):
        return 'Hello World!'

To enable this plugin, you need to:

Install the plugin with:
```
python setup.py install
```
Create a config file in /etc/xivo-confgend/conf.d:
```
plugins:
  asterisk.sip.conf: my_driver
```
Restart xivo-confgend:
```
systemctl restart xivo-confgend
```

XiVO dird¶

xivo-dird is the directory server for XiVO. It offers a simple REST interface to query all directories that are configured. xivo-dird is extendable with plugins.

xivo-dird changelog¶

15.20¶

The ldap plugins ldap_network_timeout default value has been incremented from 0.1 to 0.3 seconds

15.19¶

Added the voicemail type in Views configuration
Removed reverse endpoints in REST API:
- GET /0.1/directories/reverse/<profile>/me

15.18¶

Added reverse endpoints in REST API:
- GET /0.1/directories/reverse/<profile>/<xivo_user_uuid>
- GET /0.1/directories/reverse/<profile>/me

15.17¶

Added directories endpoints in REST API:
- GET /0.1/directories/input/<profile>/aastra
- GET /0.1/directories/lookup/<profile>/aastra
- GET /0.1/directories/input/<profile>/polycom
- GET /0.1/directories/lookup/<profile>/polycom
- GET /0.1/directories/input/<profile>/snom
- GET /0.1/directories/lookup/<profile>/snom
- GET /0.1/directories/lookup/<profile>/thomson
- GET /0.1/directories/lookup/<profile>/yealink

15.16¶

Added more cisco endpoints in REST API:
- GET /0.1/directories/input/<profile>/cisco
Endpoint /0.1/directories/lookup/<profile>/cisco accepts a new limit and offset query string arguments.

15.15¶

Added cisco endpoints in REST API:
- GET /0.1/directories/menu/<profile>/cisco
- GET /0.1/directories/lookup/<profile>/cisco

15.14¶

Added more personal contacts endpoints in REST API:
- GET /0.1/personal/<contact_id>
- PUT /0.1/personal/<contact_id>
- POST /0.1/personal/import
- DELETE /0.1/personal
Endpoint /0.1/personal accepts a new format query string argument.

15.13¶

Added personal contacts endpoints in REST API:
- GET /0.1/directories/personal/<profile>
- GET /0.1/personal
- POST /0.1/personal
- DELETE /0.1/personal/<contact_id>
Signature of backend method list() has a new argument args
Argument args for backend methods list() and search() has a new key token_infos
Argument args for backend method load() has a new key main_config
Methods __call__() and lookup() of service plugin lookup take a new token_infos argument

15.12¶

Added authentication on all REST API endpoints
Service plugins receive the whole configuration, rather than only their own section

XiVO dird configuration¶

There are three sources of configuration for xivo-dird:

the command line options
the main configuration file
the sources configuration directory

The command-line options have priority over the main configuration file options.

Main Configuration File¶

Default location: /etc/xivo-dird/config.yml. Format: YAML

The default location may be overwritten by the command line options.

Here’s an example of the main configuration file:

debug: False
foreground: False
log_filename: /var/log/xivo-dird.log
log_level: info
pid_filename: /var/run/xivo-dird/xivo-dird.pid
source_config_dir: /etc/xivo-dird/sources.d
user: www-data

rest_api:
    wsgi_socket: /var/run/xivo-dird/xivo-dird.sock

enabled_plugins:
   backends:
       - csv
       - ldap
       - phonebook
   services:
       - lookup
   views:
       - cisco_view
       - default_json

views:
    displays:
        switchboard_display:
            -
                title: Firstname
                default: Unknown
                field: firstname
                type: name
            -
                title: Lastname
                default: Unknown
                field: lastname
                type: name
        default_display:
            -
                title: Firstname
                field: fn
                type: name
            -
                title: Location
                default: Canada
                field: country
            -
                title: Number
                field: number
                type: number
    displays_phone:
        default:
            name:
                - display_name
            number:
                -
                    field:
                        - phone
                -
                    field:
                        - phone_mobile
                    name_format: "{name} (Mobile)"
     profile_to_display:
         default: default_display
         switchboard: switchboard_display
     profile_to_display_phone:
         default: default

services:
    lookup:
        default:
            sources:
                - my_csv
                - ldap_quebec
            timeout: 0.5
        switchboard:
            sources:
                - my_csv
                - xivo_phonebook
                - ldap_quebec
            timeout: 1

sources:
    my_source:
        name: my_source
        type: ldap
        ldap_option1: value
        ldap_option2: value
        ...

Root section¶

debug: Enable log debug messages. Overrides log_level. Default: False.
foreground: Foreground, don’t daemonize. Default: False.
log_filename: File to write logs to. Default: /var/log/xivo-dird.log.
log_level: Logs messages with LOG_LEVEL details. Must be one of: critical, error, warning, info, debug. Default: info.
pid_filename: File used as lock to avoid multiple xivo-dird instances. Default: /var/run/xivo-dird/xivo-dird.pid.
source_config_dir: The directory from which sources configuration are read. See Sources Configuration. Default: /etc/xivo-dird/sources.d.
user: The owner of the process. Default: www-data.

enabled_plugins section¶

This sections controls which plugins are to be loaded at xivo-dird startup. All plugin types must have at least one plugin enabled, or xivo-dird will not start. For back-end plugins, sources using a back-end plugin that is not enabled will be ignored.

views section¶

displays

A dictionary describing the content of each display. The key is the display’s name, and the value are the display’s content.

The display content is a list of fields. Each field is a dictionary with the following keys:

title: The label of the field
default: The default value of the field
type: An arbitrary identifier of the field. May be used by consumers to identify the field without matching the label. For meaningful values inside XiVO, see Integration of XiVO dird with the rest of XiVO.
field: the key of the data from the source that will be used for this field.

The display may be used by a plugin view to configure which fields are to be presented to the consumer.

displays_phone

A dictionary describing the content of phone-related displays. Like displays, the key is the display’s name and the value is the display’s content. These displays are used by phone-related view plugins, like the cisco_view plugin.

The display content contains 2 keys, name and number.

The value of the name key is a list of source result fields. For a given source result, the first field that will return a non-empty value will be used as the display name on the phone. For example, if name is configured with ["display_name", "name"] and you have a source result with fields {"display_name": "", "name": "Bob"}, then “Bob” will be displayed on the phone.

The value of the number key is a list of number item. Each item is composed of a dictionary containing at least a field key, and optionally a name_format key. For example, if you have the following number configuration:

name:
    - display_name
number:
    -
        field:
            - phone
    -
        field:
            - phone_mobile
        name_format: "{name} (Mobile)"

and you have a source result {"display_name": "Bob", "phone": "101", "phone_mobile": "102"}, then 2 results will be displayed on your phone:

“Bob”, with number “101”
“Bob (Mobile)”, with number “102”

The name_format value is a python format string. There’s two substitution variables available, {name} and {number}.

profile_to_display

A dictionary associating a profile to a display. It allows xivo-dird to use the right display when a consumer makes a query with a profile. The key is the profile name and the value is the display name.

profile_to_display_phone:

A dictionary associating a profile to a phone display. This is similar to profile_to_display, but only used by phone-related view plugins.

services section¶

This section is a dictionary whose keys are the service plugin name and values are the configuration of that service. Hence the content of the value is dependent of the service plugin. See the documentation of the service plugin (Stock Plugins Documentation).

sources section¶

This section is a dictionary whose keys are the source name and values are the configuration for that source. See the Sources Configuration section for more details about source configuration.

Sources Configuration¶

There are two ways to configure sources:

in the sources section of the main configuration
in files of a directory, one file for each source:
- Default directory location /etc/xivo-dird/sources.d
- Files format: YAML
- File names are ignored
- Each file listed in this directory will be read and used to create a data source for xivo-dird.

Here is an example of a CSV source configuration in its own file:

type: csv
name: my_contacts_in_a_csv_file
file: /usr/local/share/my_contacts.csv
unique_column: id
searched_columns:
    - fn
    - ln
format_columns:
    name: "{fn} {ln}"
    number: "{num}"

This is strictly equivalent in the main configuration file:

sources:
    my_contacts_in_a_csv_file:
        type: csv
        name: my_contacts_in_a_csv_file
        file: /usr/local/share/my_contacts.csv
        unique_column: id
        searched_columns:
            - fn
            - ln
        source_to_display_columns:
            ln: lastname
            fn: firstname
            num: number

type: the type of the source. It must be the same than the name of one of the enabled back-end plugins.
name: is the name of this given configuration. The name is used to associate the source to profiles. The value is arbitrary, but it must be unique across all sources.

Warning

Changing the name of the source will make all favorites in that source disappear. There is currently no tool to help you migrate favorites between source names, so choose your source names carefully.

The other options are dependent on the source type (the back-end used). See the documentation of the back-end plugin (Stock Plugins Documentation). However, the following keys should be present in all source configurations:

first_matched_columns (optional): the columns used for the reverse lookup. Any column having the search term will be a reverse lookup result.
format_columns (optional): a mapping between result fields and a format string. The new key will be added to the result, if this name already exists in the result, it will be replaced with the new value. The syntax is a python format string. See https://docs.python.org/2/library/string.html#formatspec for a complete reference.
searched_columns (optional): the columns used for the lookup. Any column containing the search term substring will be a lookup result.
unique_column (optional): This column is what makes an entry unique in this source. The unique_column is used to build the uid that is passed to the list method to fetch a list of results by unique ids. This is necessary for listing and identifying favorites.

XiVO dird developer’s guide¶

xivo-dird startup flow

The XiVO dird architecture uses plugins as extension points for most of its job. It uses stevedore to do the plugin instantiation and discovery and ABC classes to define the required interface.

Plugins in xivo-dird use setuptools’ entry points. That means that installing a new plugin to xivo-dird requires an entry point in the plugin’s setup.py. Each entry point’s namespace is documented in the appropriate documentation section. These entry points allow xivo-dird to be able to discover and load extensions packaged with xivo-dird or installed separately.

Each kind of plugin does a specific job. There are three kinds of plugins in dird.

Back-End
Service
View

xivo-dird HTTP query

All plugins are instantiated by the core. The core then keeps a catalogue of loaded extensions that can be supplied to other extensions.

The following setup.py shows an example of a python library that add a plugin of each kind to xivo-dird:

#!/usr/bin/env python
# -*- coding: utf-8 -*-

from setuptools import setup
from setuptools import find_packages


setup(
    name='XiVO dird plugin sample',
    version='0.0.1',

    description='An example program',

    packages=find_packages(),

    entry_points={
        'xivo_dird.services': [
            'my_service = dummy:DummyServicePlugin',
        ],
        'xivo_dird.backends': [
            'my_backend = dummy:DummyBackend',
        ],
        'xivo_dird.views': [
            'my_view = dummy:DummyView',
        ],
    }
)

Back-End¶

Back-ends are used to query directories. Each back-end implements a way to query a given directory. Each instance of a given back-end is called a source. Sources are used by the services to get results from each configured directory.

Given one LDAP back-end, I can configure a source from the LDAP at alpha.example.com and another source from the other LDAP at beta.example.com. Both of these sources use the LDAP back-end.

Implementation details¶

Namespace: xivo_dird.backends
Abstract source plugin: BaseSourcePlugin
Methods:
- name: the name of the source, typically retrieved from the configuration injected to load()
- load(args): set up resources used by the plugin, depending on the config. args is a dictionary containing:
  - key config: the source configuration for this instance of the back-end
  - key main_config: the whole configuration of xivo-dird
- unload(): free resources used by the plugin.
- search(term, args): The search method returns a list of dictionary.
  - Empty values should be None, instead of empty string.
  - args is a dictionary containing:
    - key token_infos: data associated to the authentication token (see xivo-auth)
- first_match(term, args): The first_match method returns a dictionary.
  - Empty values should be None, instead of empty string.
  - args is a dictionary containing:
    - key token_infos: data associated to the authentication token (see xivo-auth)
- list(uids, args): The list method returns a list of dictionary from a list of uids. Each uid is a string identifying a contact within the source.
  - args is a dictionary containing:
    - key token_infos: data associated to the authentication token (see xivo-auth)

See Sources Configuration. The implementation of the back-end should take these values into account and return results accordingly.

Example¶

The following example add a backend that will return random names and number.

dummy.py:

# -*- coding: utf-8 -*-

import logging

logger = logging.getLogger(__name__)

class DummyBackendPlugin(object):

    def name(self):
        return 'my_local_dummy'

    def load(self, args):
        logger.info('dummy backend loaded')

    def unload(self):
        logger.info('dummy backend unloaded')

    def search(self, term, args):
        nb_results = random.randint(1, 20)
        return _random_list(nb_results)

    def list(self, unique_ids):
        return _random_list(len(unique_ids))

    def _random_list(self, nb_results):
        columns = ['Firstname', 'Lastname', 'Number']
        return [_random_entry(columns) for _ in xrange(nb_results)]

    def _random_entry(self, columns):
        random_stuff = [_random_string() for _ in xrange(len(columns))]
        return dict(zip(columns, random_stuff))

    def _random_string(self):
        return ''.join(random.choice(string.lowercase) for _ in xrange(5))

Service¶

Service plugins add new functionality to the dird server. These functionalities are available to views. When loaded, a service plugin receives its configuration and a dictionary of available sources.

Some service examples that come to mind include:

A lookup service to search through all configured sources.
A reverse lookup service to search through all configured sources and return a specific field of the first matching result.

Implementation details¶

Namespace: xivo_dird.services
Abstract service plugin: BaseServicePlugin
Methods:
- load(args): set up resources used by the plugin, depending on the config. args is a dictionary containing:
  - key config: the whole configuration file in dict form
  - key sources: a dictionary of source names to sources
  load must return the service object, which is any kind of python object.
- unload(): free resources used by the plugin.

Example¶

The following example adds a service that will return an empty list when used.

dummy.py:

# -*- coding: utf-8 -*-

import logging

from xivo_dird import BaseServicePlugin

logger = logging.getLogger(__name__)

class DummyServicePlugin(BaseServicePlugin):
    """
    This plugin is responsible fow instantiating and returning the
    DummyService. It manages its life time and should take care of
    its cleanup if necessary
    """

    def load(self, args):
        """
        Ignores all provided arguments and instantiate a DummyService that
        is returned to the core
        """
        logger.info('dummy loaded')
        self._service = DummyService()
        return self._service

    def unload(self):
        logger.info('dummy unloaded')


class DummyService(object):
    """
    A very dumb service that will return an empty list every time it is used
    """

    def list(self):
        """
        This function must be called explicitly from the view, `list` is not a
        special method name for xivo-dird
        """
        return []

View¶

View plugins add new routes to the HTTP application in xivo-dird, in particular the REST API of xivo-dird: they define the URLs to which xivo-dird will respond and the formatting of data received and sent through those URLs.

For example, we can define a REST API formatted in JSON with one view and the same API formatted in XML with another view. Supporting the directory function of a phone is generally a matter of adding a new view for the format that the phone consumes.

Implementation details¶

Namespace: xivo_dird.views
Abstract view plugin: BaseViewPlugin
Methods:
- load(args): set up resources used by the plugin, depending on the config. Typically, register routes on Flask. Those routes would typically call a service. args is a dictionary containing:
  - key config: the section of the configuration file for all views in dict form
  - key services: a dictionary of services, indexed by name, which may be called from a route
  - key http_app: the Flask application instance
  - key rest_api: a Flask-RestFul Api instance
- unload(): free resources used by the plugin.

Example¶

The following example adds a simple view: GET /0.1/directories/ping answers {"message": "pong"}.

dummy.py:

# -*- coding: utf-8 -*-

import logging

from flask_restful import Resource

logger = logging.getLogger(__name__)


class PingViewPlugin(object):

    name = 'ping'

    def __init__(self):
        logger.debug('dummy view created')

    def load(self, args):
        logger.debug('dummy view args: %s', args)

        args['rest_api'].add_resource(PingView, '/0.1/directories/ping')

    def unload(self):
        logger.debug('dummy view unloaded')


class PingView(Resource):
    """
    Simple API using Flask-Restful: GET /0.1/directories/ping answers "pong"
    """

    def get(self):
        return {'message': 'pong'}

Stock Plugins Documentation¶

View Plugins¶

default_json¶

View name: default_json

Purpose: present directory entries in JSON format.

headers¶

View name: headers

Purpose: List headers that will be available in results from default_json view.

personal_view¶

View name: personal_view

Purpose: Expose REST API to manage personal contacts (create, delete, list).

phonebook_view¶

View name: phonebook_view

Purpose: Expose REST API to manage xivo-dird’s internal phonebooks.

aastra_view¶

View name: aastra_view

Purpose: Expose REST API to search in configured directories for Aastra phone.

cisco_view¶

View name: cisco_view

Purpose: Expose REST API to search in configured directories for Cisco phone (see CiscoIPPhone_XML_Objects).

polycom_view¶

View name: polycom_view

Purpose: Expose REST API to search in configured directories for Polycom phone.

snom_view¶

View name: snom_view

Purpose: Expose REST API to search in configured directories for Snom phone.

thomson_view¶

View name: thomson_view

Purpose: Expose REST API to search in configured directories for Thomson phone.

yealink_view¶

View name: yealink_view

Purpose: Expose REST API to search in configured directories for Yealink phone.

Service Plugins¶

lookup¶

Service name: lookup

Purpose: Search through multiple data sources, looking for entries matching a word.

Configuration¶

Example (excerpt from the main configuration file):

services:
    lookup:
        default:
            sources:
                - my_csv
            timeout: 0.5

The configuration is a dictionary whose keys are profile names and values are configuration specific to that profile.

For each profile, the configuration keys are:

sources: The list of source names that are to be used for the lookup
timeout: The maximum waiting time for an answer from any source. Results from sources that take longer to answer are ignored. Default: no timeout.

favorites¶

Service name: favorites

Purpose: Mark/unmark contacts as favorites and get the list of all favorites.

personal¶

Service name: personal

Purpose: Add, delete, list personal contacts of users.

phonebook¶

Service name: phonebook

Purpose: Add, delete, list phonebooks and phonebook contacts.

Configuration¶

Example (excerpt from the main configuration file):

services:
    favorites:
        default:
            sources:
                - my_csv
            timeout: 0.5

The configuration is a dictionary whose keys are profile names and values are configuration specific to that profile.

For each profile, the configuration keys are:

sources: The list of source names that are to be used for the lookup
timeout: The maximum waiting time for an answer from any source. Results from sources that take longer to answer are ignored. Default: no timeout.

reverse¶

Service name: reverse

Purpose: Search through multiple data sources, looking for the first entry matching an extension.

Configuration¶

Example:

services:
    reverse:
        default:
            sources:
                - my_csv
            timeout: 1

The configuration is a dictionary whose keys are profile names and values are configuration specific to that profile.

For each profile, the configuration keys are:

sources: The list of source names that are to be used for the reverse lookup
timeout: The maximum waiting time for an answer from any source. Results from sources that take longer to answer are ignored. Default: 1.

Back-end Configuration¶

This sections completes the Sources Configuration section.

csv¶

Back-end name: csv

Purpose: read directory entries from a CSV file.

Limitations:

the CSV delimiter is not configurable (currently: , (comma)).

Configuration¶

Example (a file inside source_config_dir):

type: csv
name: my_csv
file: /var/tmp/test.csv
unique_column: id
searched_columns:
    - fn
    - ln
first_matched_columns:
    - num
format_columns:
    lastname: "{ln}"
    firstname: "{fn}"
    number: "{num}"

With the CSV file:

id,fn,ln,num
1,Alice,Abrams,55553783147
2,Bob,Benito,5551354958
3,Charles,Curie,5553132479

file: the absolute path to the CSV file

CSV web service¶

Back-end name: csv_ws

Purpose: search using a web service that returns CSV formatted results.

Given the following configuration, xivo-dird would call “https://example.com:8000/ws-phonebook?firstname=alice&lastname=alice” for a lookup for the term “alice”.

Configuration¶

Example (a file inside source_config_dir):

type: csv_ws
name: a_csv_web_service
lookup_url: "https://example.com:8000/ws-phonebook"
list_url: "https://example.com:8000/ws-phonebook"
verify_certificate: False
searched_columns:
  - firstname
  - lastname
first_matched_columns:
    - exten
delimiter: ","
timeout: 16
unique_column: id
format_columns:
    number: "{exten}"

lookup_url: the URL used for directory searches.
list_url (optional): the URL used to list all available entries. This URL is used to retrieve favorites.
verify_certificate (optional): whether the SSL cert will be verified. A CA_BUNDLE path can also be provided. Defaults to True.
delimiter (optional): the field delimiter in the CSV result. Default: ‘,’
timeout (optional): the number of seconds before the lookup on the web service is aborted. Default: 10.

dird_phonebook¶

back-end name: dird_phonebook

Purpose: search the xivo-dird’s internal phonebooks

Configuration:¶

 type: dird_phonebook
 name: phonebook
 db_uri: 'postgresql://asterisk:proformatique@localhost/asterisk'
 tenant: default
 phonebook_id: 42
 phonebook_name: main
 first_matched_columns:
   - number
 searched_columns:
   - firstname
   - lastname
 format_columns:
     name: "{firstname} {lastname}"

db_uri: the URI of the DB used by xivo-dird to store the phonebook.
tenant: the tenant of the phonebook to query.
phonebook_name: the name of the phonebook used by this source.
phonebook_id (deprecated, use phonebook_name): the id of the phonebook used by this source.

ldap¶

Back-end name: ldap

Purpose: search directory entries from an LDAP server.

Configuration¶

Example (a file inside source_config_dir):

type: ldap
name: my_ldap
ldap_uri: ldap://example.org
ldap_base_dn: ou=people,dc=example,dc=org
ldap_username: cn=admin,dc=example,dc=org
ldap_password: foobar
ldap_custom_filter: (l=québec)
unique_column: entryUUID
searched_columns:
    - cn
first_matched_columns:
    - telephoneNumber
format_columns:
    firstname: "{givenName}"
    lastname: "{sn}"
    number: "{telephoneNumber}"

ldap_uri

the URI of the LDAP server. Can only contains the scheme, host and port part of an LDAP URL.

ldap_base_dn

the DN of the entry at which to start the search

ldap_username (optional)

the user’s DN to use when performing a “simple” bind.

Default to an empty string.

When both ldap_username and ldap_password are empty, an anonymous bind is performed.

ldap_password (optional)

the password to use when performing a “simple” bind.

Default to an empty string.

ldap_custom_filter (optional)

the custom filter is used to add more criteria to the filter generated by the back end.

Example:

ldap_custom_filter: (l=québec)
searched_columns: [cn,st]

will result in the following filter being used for searches. (&(l=québec)(|(cn=*%Q*)(st=*%Q*)))

If only the custom filter is to be used, leave the searched_columns field empty.

This must be a valid LDAP filter, where the string %Q will be replaced by the (escaped) search term when performing a search.

Example: (&(o=ACME)(cn=*%Q*))

ldap_network_timeout (optional)

the maximum time, in second, that an LDAP network operation can take. If it takes more time than that, no result is returned.

Defaults to 0.3.

ldap_timeout (optional)

the maximum time, in second, that an LDAP operation can take.

Defaults to 1.0.

unique_column (optional)

the column that contains a unique identifier of the entry. This is necessary for listing and identifying favorites.

For OpenLDAP, you should set this option to “entryUUID”.

For Active Directory, you should set this option to “objectGUID” and also set the “unique_column_format” option to “binary_uuid”.

unique_column_format (optional)

the unique column’s type returned by the queried LDAP server. Valid values are “string” or “binary_uuid”.

Defaults to “string”.

phonebook¶

Back-end name: phonebook

Purpose: search directory entries from a XiVO phone book.

Configuration¶

Example (a file inside source_config_dir):

type: phonebook
name: my_phonebook
phonebook_url: https://example.org/service/ipbx/json.php/restricted/pbx_services/phonebook
phonebook_username: admin
phonebook_password: foobar
first_matched_columns:
    - phonebooknumber.office.number
    - phonebooknumber.mobile.number
format_columns:
    firstname: "{phonebook.firstname}"
    lastname: "{phonebook.lastname}"
    number: "{phonebooknumber.office.number}"

phonebook_url (optional)

the phonebook’s URL.

Default to http://localhost/service/ipbx/json.php/private/pbx_services/phonebook.

The URL to use differs depending on if you are accessing the phone book locally or remotely:

Local: http://localhost/service/ipbx/json.php/private/pbx_services/phonebook
Remote: https://example.org/service/ipbx/json.php/restricted/pbx_services/phonebook

phonebook_username (optional)

the username to use in HTTP requests.

No HTTP authentication is tried when phonebook_username or phonebook_password are empty.

phonebook_password (optional)

the password to use in HTTP requests.

phonebook_timeout (optional)

the HTTP request timeout, in seconds.

Defaults to 1.0.

To be able to access the phone book of a remote XiVO, you must create a web services access user (Configuration -> Web Services Access) on the remote XiVO.

personal¶

Back-end name: personal

Purpose: search directory entries among users’ personal contacts

You should only have one source of type personal, because only one will be used to list personal contacts. The personal backend needs a working Consul installation. This backend works with the personal service, which allows users to add personal contacts.

The complete list of fields is in Personal contacts.

Configuration¶

Example (a file inside source_config_dir):

type: personal
name: personal
first_matched_columns:
    - number
format_columns:
    firstname: "{firstname}"
    lastname: "{lastname}"
    number: "{number}"

unique_column is not configurable, its value is always id.

xivo¶

Back-end name: xivo

Purpose: add users from a XiVO (may be remote) as directory entries

Configuration¶

Example (a file inside source_config_dir):

type: xivo
name: my_xivo
confd_config:
    https: True
    host: xivo.example.com
    port: 9486
    version: 1.1
    username: admin
    password: password
    timeout: 3
unique_column: id
first_matched_columns:
    - exten
searched_columns:
    - firstname
    - lastname
format_columns:
    number: "{exten}"
    mobile: "{mobile_phone_number}"

confd_config:host: the hostname of the XiVO (more precisely, of the xivo-confd service)
confd_config:port: the port of the xivo-confd service (usually 9486)
confd_config:version: the version of the xivo-confd API (should be 1.1)

Integration of XiVO dird with the rest of XiVO¶

Configuration values¶

Views¶

In the directory displays (also in the main configuration file of xivo-dird, in the views section), the following keys are interpreted and displayed in xlet people of the XiVO Client:

title

The title will be shown as a header for the column

type

agent: the field value will be ignored and replaced by an icon showing the status of the agent assigned to the contact (e.g. green icon for logged agent, red icon for unlogged agent, …)
callable: a dropdown action on the number field will be added to call the field value.
email: a dropdown action on the number field will be added to send an email to the field value.
favorite: the boolean field value will be replaced by an icon showing if the status is favorite (yellow star filled) or not (yellow star empty).
name: a decoration will be added to the field value (typically a color dot) showing the presence status of the contact (e.g. Disconnected, Available, Away, …)
number: only one number type can be defined per profile. The field value will be:
- added a decoration (typically a color dot) showing the status of the phone of the contact (e.g. Offline, Ringing, Talking, …)
- replaced with a button to call the contact with your phone when using the mouse
personal: the boolean field value will be used to show a deletion action for the contact
voicemail: the voicemail number of the contact

See People Xlet features Upgrade Notes for an example with screenshots.

Personal contacts¶

Here are the list of available attributes of a personal contact:

id
company
email
fax
firstname
lastname
mobile
number

To be able to edit and delete personal contacts, you need a column of type personal in your display.

Adding the personal column to your display¶

In the web interface under Services ‣ CTI Server ‣ Directories ‣ Display filters.

Edit the filter on which you which to enable favorites.
Add a column with the type personal and display format personal.

Favorites¶

Enabling favorites in the XiVO client.

Add a unique_column to your sources.
Add a favorite column to your display

Adding a unique_column to your sources¶

The web interface does not allow the administrator to specify the unique_column and unique_column_format. To add these configuration options, add a file to /etc/xivo-dird/sources.d containing the same name than the directory definition and all missing fields.

Example:

Given an ldap directory source using Active Directory named myactivedirectory:

Add a file /etc/xivo-dird/sources.d/myactivedirectory.yml with the following content to enable favorites on this source.

name: myactivedirectory  # the same name than the directory definition
unique_column: objectGUID
unique_column_format: binary_uuid

Adding the favorite column to your display¶

In the web interface under Services ‣ CTI Server ‣ Directories ‣ Display filters.

Edit the filter on which you which to enable favorites.
Add a column with the type favorite and display format favorite.

Customizing sources¶

Some configuration options are not available in the web interface. To add configuration to a source that is configured in the web interface, create a file in /etc/xivo-dird/sources.d/ with the key name matching your web interface configuration and add all missing fields.

Example:

adding a timeout configuration to a CSV web service source

name: my_csv_web_service
timeout: 16

Launching xivo-dird¶

usage: xivo-dird [-h] [-c CONFIG_FILE] [-d] [-f] [-l LOG_LEVEL] [-u USER]

optional arguments:
  -h, --help            show this help message and exit
  -c CONFIG_FILE, --config-file CONFIG_FILE
                        The path where is the config file. Default: /etc/xivo-dird/config.yml
  -d, --debug           Log debug messages. Overrides log_level. Default:
                        False
  -f, --foreground      Foreground, don't daemonize. Default: False
  -l LOG_LEVEL, --log-level LOG_LEVEL
                        Logs messages with LOG_LEVEL details. Must be one of:
                        critical, error, warning, info, debug. Default: info
  -u USER, --user USER  The owner of the process.

Terminology¶

Back-end¶

A back-end is a connector to query a specific type of directory, e.g. one back-end to query LDAP servers, another back-end to query CSV files, etc.

Source¶

A source is an instance of a back-end. One backend may be used multiples times to query multiple directories of the same type. For example, I could have the customer-csv and the employee-csv sources, each using the CSV back-end, but reading a different file.

Plugins¶

A plugin is an extension point in xivo-dird. It is a way to add or modify the functionality of xivo-dird. There are currently three types of plugins:

Back-ends to query different types of directories (LDAP, CSV, etc.)
Services to provide different directory actions (lookup, reverse lookup, etc.)
Views to expose directory results in different formats (JSON, XML, etc.)

API¶

See http://MY_XIVO/api, section XiVO Dird.

XiVO dird phoned¶

xivo-dird-phoned is an interface to use directory service with phone. It offers a simple REST interface to authenticate a phone and search result from XiVO dird.

Usage¶

xivo-dird-phoned is used through HTTP requests, using HTTP and HTTPS. Its default port is 9498 and 9499. As a user, the common operation is to search through directory from a phone. The phone need to send 2 informations:

xivo_user_uuid: The XiVO user uuid that the phone is associated. It’s used to search through personal contacts (see personal).
profile: The profile that the user is associated. It’s used to format results as configured.

Note

Since most phones dont’t support HTTPS, a small protection is to configure authorized_subnets in Configuration Files or in Services ‣ General settings ‣ Phonebook ‣ Hosts

Launching xivo-dird-phoned¶

On command line, type xivo-dird-phoned -h to see how to use it.

Purge Logs¶

Keeping records of personal communications for long periods may be subject to local legislation, to avoid personal data retention. Also, keeping too many records may become resource intensive for the server. To ease the removal of such records, xivo-purge-db is a process that removes old log entries from the database. This allows keeping records for a maximum period and deleting older ones.

By default, xivo-purge-db removes all logs older than a year (365 days). xivo-purge-db is run nightly.

Note

Please check the laws applicable to your country and modify days_to_keep (see below) in the configuration file accordingly.

Tables Purged¶

The following features are impacted by xivo-purge-db:

More technically, the tables purged by xivo-purge-db are:

call_log
cel
queue_log
stat_agent_periodic
stat_call_on_queue
stat_queue_periodic
stat_switchboard_queue

Configuration File¶

We recommend to override the setting days_to_keep from /etc/xivo-purge-db/config.yml in a new file in /etc/xivo-purge-db/conf.d/.

Warning

Setting days_to_keep to 0 will NOT disable xivo-purge-db, and will remove ALL logs from your system.

See Configuration priority and /etc/xivo-purge-db/config.yml for more details.

Manual Purge¶

It is possible to purge logs manually. To do so, log on to the target XiVO server and run:

xivo-purge-db

You can specify the number of days of logs to keep. For example, to purge entries older than 365 days:

xivo-purge-db -d 365

Usage of xivo-purge-db:

usage: xivo-purge-db [-h] [-d DAYS_TO_KEEP]

optional arguments:
  -h, --help            show this help message and exit
  -d DAYS_TO_KEEP, --days_to_keep DAYS_TO_KEEP
                        Number of days data will be kept in tables

Maintenance¶

After an execution of xivo-purge-db, postgresql’s Autovacuum Daemon should perform a VACUUM ANALYZE automatically (after 1 minute). This command marks memory as reusable but does not actually free disk space, which is fine if your disk is not getting full. In the case when xivo-purge-db hasn’t run for a long time (e.g. upgrading to 15.11 or when days_to_keep is decreased), some administrator may want to perform a VACUUM FULL to recover disk space.

Warning

VACUUM FULL will require a service interruption. This may take several hours depending on the size of purged database.

You need to:

$ xivo-service stop
$ sudo -u postgres psql asterisk -c "VACUUM (FULL)"
$ xivo-service start

Archive Plugins¶

In the case you want to keep archives of the logs removed by xivo-purge-db, you may install plugins to xivo-purge-db that will be run before the purge.

XiVO does not provide any archive plugin. You will need to develop plugins for your own need. If you want to share your plugins, please open a pull request.

Archive Plugins (for Developers)¶

Each plugin is a Python callable (function or class constructor), that takes a dictionary of configuration as argument. The keys of this dictionary are the keys taken from the configuration file. This allows you to add plugin-specific configuration in /etc/xivo-purge-db/conf.d/.

There is an example plugin in the xivo-purge-db git repo.

Example¶

Archive name: sample

Purpose: demonstrate how to create your own archive plugin.

Activate Plugin¶

Each plugin needs to be explicitly enabled in the configuration of xivo-purge-db. Here is an example of file added in /etc/xivo-purge-db/conf.d/:

enabled_plugins:
    archives:
        - sample

sample.py¶

The following example will be save a file in /tmp/xivo_purge_db.sample with the following content:

Save tables before purge. 365 days to keep!

 sample_file = '/tmp/xivo_purge_db.sample'

def sample_plugin(config):
    with open(sample_file, 'w') as output:
        output.write('Save tables before purge. {0} days to keep!'.format(config['days_to_keep']))

Install sample plugin¶

The following setup.py shows an example of a python library that adds a plugin to xivo-purge-db:

 #!/usr/bin/env python
 # -*- coding: utf-8 -*-

 from setuptools import setup
 from setuptools import find_packages


 setup(
     name='xivo-purge-db-sample-plugin',
     version='0.0.1',

     description='An example program',
     packages=find_packages(),
     entry_points={
         'xivo_purge_db.archives': [
             'sample = xivo_purge_db_sample.sample:sample_plugin',
         ],
     }
 )

XiVO service¶

XiVO has many running services. To restart the whole stack, the xivo-service command can be used to make sure the service is restarted in the right order.

Usage¶

Show all services status:

xivo-service status

Stop XiVO services:

xivo-service stop

Start XiVO services:

xivo-service start

Restart XiVO services:

xivo-service restart

The commands above will only act upon XiVO services. Appending an argument all will also act upon nginx and postgresql. Example:

xivo-service restart all

UDP port 5060 will be closed while services are restarting.

XiVO sysconfd¶

xivo-sysconfd is the system configuration server for XiVO. It does quite a few different things; here’s a non exhaustive list:

configuring network (interfaces, hostname, DNS)
configuring high availability
staring/stopping/restarting services
reloading asterisk configuration
sending some events to components (xivo-agentd, xivo-agid and xivo-ctid)

Configuration File¶

Default location: /etc/xivo/sysconfd.conf. Format: INI.

The default location may be overwritten by the command line options.

Here’s an example of the configuration file:

[general]
xivo_config_path = /etc/xivo
templates_path = /usr/share/xivo-sysconfd/templates
custom_templates_path = /etc/xivo/sysconfd/custom-templates
backup_path = /var/backups/xivo-sysconfd

[resolvconf]
hostname_file = /etc/hostname
hostname_update_cmd = /etc/init.d/hostname.sh start
hosts_file = /etc/hosts
resolvconf_file = /etc/resolv.conf

[network]
interfaces_file = /etc/network/interfaces

[wizard]
templates_path = /usr/share/xivo-config/templates
custom_templates_path = /etc/xivo/custom-templates

[commonconf]
commonconf_file = /etc/xivo/common.conf
commonconf_generate_cmd = /usr/sbin/xivo-create-config
commonconf_update_cmd = /usr/sbin/xivo-update-config
commonconf_monit = /usr/sbin/xivo-monitoring-update

[openssl]
certsdir = /var/lib/xivo/certificates

[monit]
monit_checks_dir = /usr/share/xivo-monitoring/checks
monit_conf_dir = /etc/monit/conf.d

[request_handlers]
synchronous = false

[bus]
username = guest
password = guest
host = localhost
port = 5672
exchange_name = xivo
exchange_type = topic
exchange_durable = true

request_handlers section¶

synchronous

If this option is true, when xivo-sysconfd receives a request to reload the dialplan for example, it will wait for the dialplan reload to complete before replying to the request.

When this option is false, xivo-sysconfd reply to the request immediately.

By default, this option is set to false to speed up some operations (for example, editing a user from the web interface or from xivo-confd), but this means that there will be a small delay (up to a few seconds in the worst case) between the time you create your user and the time you can dial successfully its extension.

High Availability (HA)¶

The HA solution in XiVO makes it possible to maintain basic telephony function whether your main XiVO server is running or not. When running a XiVO HA cluster, users are guaranteed to never experience a downtime of more than 5 minutes of their basic telephony service.

The HA solution in XiVO is based on a 2-nodes “master and slave” architecture. In the normal situation, both the master and slave nodes are running in parallel, the slave acting as a “hot standby”, and all the telephony services are provided by the master node. If the master fails or must be shutdown for maintenance, then the telephony devices automatically communicate with the slave node instead of the master one. Once the master is up again, the telephony devices failback to the master node. Both the failover and the failback operation are done automatically, i.e. without any user intervention, although an administrator might want to run some manual operations after failback as to, for example, make sure any voicemail messages that were left on the slave are copied back to the master.

Prerequisites¶

The HA in XiVO only works with telephony devices (i.e. phones) that support the notion of a primary and backup telephony server.

Phones must be able to reach the master and the slave
Master and Slave nodes must be in the same subnet
If firewalling, the master must be allowed to join the slave on ports 22 and 5432
If firewalling, the slave must be allowed to join the master with an ICMP ping
Trunk registration timeout (expiry) should be less than 300 seconds (5 minutes)
The slave must have no provisioning plugins installed.

The HA solution is guaranteed to work correctly with the following devices.

Quick Summary¶

You need two configured XiVO (wizard passed)
Configure one XiVO as a master -> setup the slave address (VoIP interface)
Restart services (xivo-service restart) on master
Configure the other XiVO as a slave -> setup the master address (VoIP interface)
Configure file synchronization by runnning the script xivo-sync -i on the master
Start configuration synchronization by running the script xivo-master-slave-db-replication <slave_ip> on the master
Resynchronize all your devices
Configure the XiVO Clients

That’s it, you now have a HA configuration, and every hour all the configuration done on the master will be reported to the slave.

Configuration Details¶

First thing to do is to install 2 XiVO.

Important

When you upgrade a node of your cluster, you must also upgrade the other so that they both are running the same version of XiVO. Otherwise, the replication might not work properly.

Warning

If your XiVO is interconnected with a XiVO CC, you MUST re-configure postres to accept connections from XiVO CC - see PostgreSQL configuration section

You must configure the HA in the Web interface (Configuration ‣ Management ‣ High Availability page).

You can configure the master and slave in whatever order you want.

You must also run xivo-sync -i on the master to setup file synchronization. Running xivo-sync -i will create a passwordless SSH key on the master, stored under the /root/.ssh directory, and will add it to the /root/.ssh/authorized_keys file on the slave. The following directories will then be rsync’ed every hour:

/etc/asterisk/extensions_extra.d
/etc/xivo/asterisk
/var/lib/asterisk/agi-bin
/var/lib/asterisk/moh
/var/lib/xivo/certificates
/var/lib/xivo/sounds/acd
/var/lib/xivo/sounds/playback

Warning

When the HA is configured, some changes will be automatically made to the configuration of XiVO.

SIP expiry value on master and slave will be automatically updated:

min: 3 minutes
max: 5 minutes
default: 4 minutes

Services ‣ IPBX ‣ General Settings ‣ SIP Protocol

The provisioning server configuration will be automatically updated in order to allow phones to switch from XiVO power failure.

Configuration ‣ Provisioning ‣ Template Line ‣ Edit default

Warning

Do not change these values when the HA is configured, as this may cause problems. These values will be reset to blank when the HA is disabled.

Important

For the telephony devices to take the new proxy/registrar settings into account, you must resynchronize the devices or restart them manually.

Disable node¶

Default status of High Availability is disabled:

Warning

You should not disable an HA node in production as it will break the configuration and restart some services.

HA Dashboard Disabled (default state)

Important

You have to restart services (xivo-service restart) once the master node is disabled.

Master node¶

In choosing the method Master you must enter the IP address of the VoIP interface of the slave node.

HA Dashboard Master

Important

You have to restart all services (xivo-service restart) once the master node is configured.

Slave node¶

In choosing the method Slave you must enter the IP address of the VoIP interface of the master node.

HA Dashboard Slave

Replication Configuration¶

Once master slave configuration is completed, XiVO configuration is replicated from the master node to the slave every hour (:00).

Replication can be started manually by running the replication scripts on the master:

xivo-master-slave-db-replication <slave_ip>
xivo-sync

The replication does not copy the full XiVO configuration of the master. Notably, these are excluded:

All the network configuration except DHCP configuration (i.e. everything under the Configuration ‣ Network ‣ {Interfaces, Resolver, Mail} sections)
All the support configuration (i.e. everything under the Configuration ‣ Support section)
Call logs
Call center statistics
Certificates
HA settings
Provisioning configuration
Voicemail messages

Less importantly, these are also excluded:

Queue logs
CELs

XiVO Client¶

You have to enter the master and slave address in the Connection tab of the XiVO Client configuration :

The main server is the master node and the backup server is the slave node.

When connecting the XiVO Client with the main server down, the login screen will hang for 3 seconds before connecting to the backup server.

Internals¶

4 scripts are used to manage services and data replication.

xivo-master-slave-db-replication <slave_ip> is used on the master to replicate the master’s data on the slave server. It runs on the master.
xivo-manage-slave-services {start,stop} is used on the slave to start, stop monit and asterisk. The services won’t be restarted after an upgrade or restart.
xivo-check-master-status <master_ip> is used to check the status of the master and enable or disable services accordingly.
xivo-sync is used to sync directories from master to slave.

Limitations¶

Architecture:

Since DHCP parameters are replicated, Master and Slave node MUST be on the same VoIP network.

When the master node is down, some features are not available and some behave a bit differently. This includes:

Call history / call records are not recorded.
Voicemail messages saved on the master node are not available.
Custom voicemail greetings recorded on the master node are not available.
Phone provisioning is disabled, i.e. a phone will always keep the same configuration, even after restarting it.
Phone remote directory is not accessible, because provisioned IP address points to the master.

Note that, on failover and on failback:

DND, call forwards, call filtering, …, statuses may be lost if changed recently.
If you are connected as an agent, then you might need to reconnect as an agent when the master goes down. Since it’s hard to know when the master goes down, if your CTI client disconnects and you can’t reconnect it, then it’s a sign the master might be down.

Additionally, only on failback:

Voicemail messages are not copied from the slave to the master, i.e. if someone left a message on your voicemail when the master was down, you won’t be able to consult it once the master is up again.
More generally, custom sounds are not copied back. This includes recordings.

Here’s the list of limitations that are more relevant on an administrator standpoint:

The master status is up or down, there’s no middle status. This mean that if Asterisk is crashed the XiVO is still up and the failover will NOT happen.

Berofos Integration¶

XiVO offers the possibility to integrate a berofos failover switch within a HA cluster.

This is useful if you have one or more ISDN lines (i.e. T1/E1 or T0 lines) that you want to use whatever the state of your XiVO HA cluster. To use a berofos within your XiVO HA installation, you need to properly configure both your berofos and your XiVOs, then the berofos will automatically switch your ISDN lines from your master node to your slave node if your master goes down, and vice-versa when it comes back up.

You can also use a Berofos failover switch to secure the ISDN provider lines when installing a XiVO in front of an existing PBX. The goal of this configuration is to mitigate the consequences of an outage of the XiVO : with this equipment the ISDN provider links could be switched to the PBX directly if the XiVO goes down.

XiVO does not offer natively the possibility to configure Berofos in this failover mode. The Berofos Integration with PBX section describes a workaround.

Installation and Configuration¶

Master Configuration¶

There is nothing to be done on the master node.

Slave Configuration¶

First, install the bntools package:

apt-get install bntools

This will make the bnfos command available.

You can then connect your berofos to your network and power it on. By default, the berofos will try to get an IP address via DHCP. If it is not able to get such address from a DHCP server, it will take the 192.168.0.2/24 IP address.

Note

The DHCP server on XiVO does not offer IP addresses to berofos devices by default.

Next step is to create the /etc/bnfos.conf file via the following command:

bnfos --scan -x

If no berofos device is detected using this last command, you’ll have to explicitly specify the IP address of the berofos via the -h option:

bnfos --scan -x -h <berofos ip>

At this stage, your /etc/bnfos.conf file should contains something like this:

[fos1]
mac = 00:19:32:00:12:1D
host = 10.34.1.50
#login = <user>:<password>

It is advised to configure your berofos with a static IP address. You first need to put your berofos into flash mode :

press and hold the black button next to the power button,
power on your berofos,
release the black button when the red LEDs of port D start blinking.

Then, you can issue the following command, by first replacing the network configuration with your one:

bnfos --netconf -f fos1 -i 10.34.1.20 -n 255.255.255.0 -g 10.34.1.1 -d 0

Note

-i is the IP address
-n is the netmask
-g is the gateway
-d 0 is to disable DHCP

You can then update your berofos firmware to version 1.53:

wget http://www.beronet.com/downloads/berofos/bnfos_v153.bin
bnfos --flash bnfos_v153.bin -f fos1

Once this is done, you’ll have to reboot your berofos in operationnal mode (that is in normal mode).

Then you must rewrite the /etc/bnfos.conf (mainly if you changed the IP address):

bnfos --scan -x -h <berofos ip>

Now that your berofos has proper network configuration and an up to date firmware, you might want to set a password on your berofos:

bnfos --set apwd=<password> -f fos1
bnfos --set pwd=1 -f fos1

You must then edit the /etc/bnfos.conf and replace the login line to something like:

login = admin:<password>

Next, configure your berofos for it to work correctly with the XiVO HA:

bnfos --set wdog=0 -f fos1
bnfos --set wdogdef=0 -f fos1
bnfos --set scenario=0 -f fos1
bnfos --set mode=1 -f fos1
bnfos --set modedef=1 -f fos1

This, among other things, disable the watchdog. The switching from one relay mode to the other will be done by the XiVO slave node once it detects the master node is down, and vice-versa.

Finally, you can make sure everything works fine by running the xivo-berofos command:

xivo-berofos master

The green LEDs on your berofos should be lighted on ports A and B.

Connection¶

Two XiVOs¶

Here’s how to connect the ISDN lines between your berofos with:

two XiVOs in high availability

In this configuration you can protect up two 4 ISDN lines. If more than 4 ISDN lines to protect, you must set up a Multiple berofos configuration.

Here’s an example with 4 ISDN lines coming from your telephony provider:

ISDN lines (provider)
  | | | |
  | | | |
+---------------------------------------------+
|    A           B           C           D    |
| 1|2|3|4     1|2|3|4     1|2|3|4     1|2|3|4 |
+---------------------------------------------+
              | | | |                 | | | |
              | | | |                 | | | |
            +--------+              +--------+
            | xivo-1 |              | xivo-2 |
            +--------+              +--------+

Two XiVOs and one PBX¶

Here’s how to connect your berofos with:

two XiVOs in high availability,
one PBX.

In this configuration you can protect up two 2 ISDN lines. If more than 2 ISDN lines to protect, you must set up a Multiple berofos configuration.

Logical view:

                +--------+                            +-----+
-- Provider ----| xivo-1 | -- ISDN Interconnection  --| PBX | -- Phones
                +--------+                            +-----+
                  | xivo-2 |
                  +--------+

This example shows the case where there are 2 ISDN lines coming from your telephony provider:

ISDN lines (provider)
  | |
  | |
+------------------------------------------------------+
|    A               B            C           D        |
| 1|2|3|4         1|2   3|4      1|2|3|4     1|2   3|4 |
+------------------------------------------------------+
      | |     CPE | |   | | NET          CPE | |   | | NET
      | |   spans | |   | | spans      spans | |   | | spans
      | |       +----------+              +------------+
      | |       |  xivo-1  |              |   xivo-2   |
      | |       +----------+              +------------+
      | |
      | |
    +------+
    | PBX  |
    +------+

One XiVO and one PBX¶

This case is not currently supported. You’ll find a workaround in the Berofos Integration with PBX section.

Multiple berofos¶

It’s possible to use more than 1 berofos with XiVO.

For each supplementary berofos you want to use, you must first configure it properly like you did for the first one. The only difference is that you need to add a berofos declaration to the /etc/bnfos.conf file instead of creating/overwriting the file. Here’s an example of a valid config file for 2 berofos:

[fos1]
mac = 00:19:32:00:12:1D
host = 10.100.0.201
login = admin:foobar

[fos2]
mac = 00:11:22:33:44:55
host = 10.100.0.202
login = admin:barfoo

Warning

berofos name must follow the pattern fosX where X is a number starting with 1, then 2, etc. The bnfos tool won’t work properly if it’s not the case.

Operation¶

When your XiVO switch the relay mode of your berofos, it logs the event in the /var/log/syslog file.

Default mode¶

Note that when the berofos is off, the A and D ports are connected together. This behavior is not customizable.

Uninstallation¶

It is important to remove the /etc/bnfos.conf file on the slave node when you don’t want to use anymore your berofos with your XiVOs.

Reset the Berofos¶

You can reset the berofos configuration :

Power on the berofos,
When red and green LEDs are still lit, press & hold the black button,
Release it when the red LEDs of the D port start blinking fast
Reboot the beronet, it should have lost its configuration.

External links¶

berofos user manual

Troubleshooting¶

When replicating the database between master and slave, if you encounter problems related to the system locale, see PostgreSQL localization errors.

XiVOcc Administration¶

System Configuration¶

ACD Outgoing Calls For Call Blending¶

Use the following only if you want to use “Least Recent” call distribution strategy and that outbound agent calls have to be taken into account by the distribution strategy.

By default, when your agents process incoming and outgoing calls, the call distribution will not take into account agents which are in outgoing calls in the least recent call strategy and at the end of an outgoing call there is no wrapup. So an agent can be distributed just after an outgoing calls even if another agent is free for a longer time, because the outgoing call is not taken into account by the distribution strategy.

You will find below how to improve that.

XiVO-CC agent can make outgoing calls through an outgoing queue. This brings the statistics and supervision visualization for outgoing ACD calls. However, some special configuration steps are required:

Configuration Steps¶

You need to create an outgoing queue with
- in tab General:
  - Name: starting with ‘out’, e.g. outbound,
  - Number: some number
  - Music On-Hold: None
  - Preprocess subroutine: xuc_outcall_acd
- in tab Application:
  - Ringing Time: 0
  - Ring instead of On-Hold music: activated
Deploy the subroutine on the XiVO server (to /etc/asterisk/extensions_extra.d/ or through the web interface), the file is available from https://gitlab.com/xivo.solutions/xucserver/raw/master/xivo/outbound/xuc_outcall_acd.conf, with owner asterisk:www-data and rights 660.
Agent will have to be logged on this queue

You must also deploy the file generate_agent_skills.py:

cd /usr/local/sbin
wget https://gitlab.com/xivo.solutions/xucserver/raw/master/xivo/skills/generate_agent_skills.py
chmod 755 generate_agent_skills.py

Furthermore, you must replace the file /etc/asterisk/queueskills.conf by the following one https://gitlab.com/xivo.solutions/xucserver/raw/master/xivo/skills/queueskills.conf (be sure to backup the original one), without changing the owner or rights
And finally you need to add a new skill rule on the Xivo server: Services ‣ Call center ‣ Skill rules -> Add, with name select_agent and rules $agent > 0

Ensure file’s rights are correct with command xivo-fix-paths-rights

Reload the asterisk configuration core reload

How to check correct configuration :

Check if agent is logged in the outbound queue

jyl-rennes*CLI> queue show outbound
outbound has 0 calls (max unlimited) in 'ringall' strategy (0s holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
Members:
  Agent/2500 (Local/id-19@agentcallback from SIP/ihvbur) (ringinuse disabled) (dynamic) (Not in use) (skills: agent-19) has taken no calls yet
No Callers

Check the skills attached to the agent by displaying it’s agent group

jyl-rennes*CLI> queue show skills groups agent-19
Skill group 'agent-19':
  - agent_19       : 100
  - agent_no_2500  : 100
  - genagent       : 100

If the agent dial an outbound call of more than 6 digits (default) you should see the internal queue statistics updated

jyl-rennes*CLI> queue show outbound
outbound has 0 calls (max unlimited) in 'ringall' strategy (0s holdtime, 34s talktime), W:0, C:1, A:0, SL:100.0% within 0s
   Members:
      Agent/2500 (Local/id-19@agentcallback from SIP/ihvbur) (ringinuse disabled) (dynamic) (Not in use) (skills: agent-19) has taken 1 calls (last was 1 secs ago)
   No Callers

Once done, calls requested by an agent through the Cti.js with more than 6 digits are routed via the outgoing queue. You can change the number of digits using the parameter xuc.outboundLength in the XuC’s configuration.

Ldap Authentication¶

Xuc¶

Configure LDAP authent for CCmanager, UC Assistant and CC Agent

You need to include in the compose.yml file a link to a specific configuration file by adding in xuc section a specific volume and an environment variable to specify the alternate config file location

xuc:

....

environment:
....
- CONFIG_FILE=/conf/xuc.conf

volumes:
- /etc/docker/xuc:/conf

Edit in /etc/docker/xuc/ a configuration file named xuc.conf to add ldap configuration (empty by default)

include "application.conf"

authentication {
  ldap {
    managerDN = "uid=company,ou=people,dc=company,dc=com"      # user with read rights on the whole LDAP
    managerPassword = "xxxxxxxxxx"                             # password for this user
    url = "ldap://ldap.company.com:389"                        # ldap URI
    searchBase = "ou=people,dc=company,dc=com"                 # ldap entry to use as search base
    userSearchFilter = "uid=%s"                                # filter to use to search users by login, using a string pattern
  }
}

Recreate the container : xivocc-dcomp up -d xuc

Kerberos Authentication¶

To enable Kerberos authentication and single sign on feature, you need to have an existing Kerberos infrastructure with a Key Distribution Center and a Ticket Granting Service. You need to be able to create a service, construct a kerberos server configuration and export a keytab to perform the following configuration. This service must be on the kerberos realm used by your users and must match the dns name of the server hosting the XUC server (or the nginx reverse proxy server if you use one). For example, assuming you have a realm named MYDOMAIN, you can create a service named HTTP/xuc.mydomain and a dns entry for xuc.mydomain pointing the server hosting the XUC.

Warning

The created domain name must be trusted by the user’s browser.

Prerequisites¶

Create a service for the XUC host, for example:
```
addprinc HTTP/xuc.mydomain
```
Export the keytab file, for example:
```
ktadd -k xuc.keytab HTTP/xuc.mydomain
```

Warning

The bash commands detailed here are for demonstration only and needs to be adapted to your specific environment. It shows how to create a service for the XUC Server named HTTP/xuc, associated to the example realm mydomain.

Only the following encryption types are supported by XiVOCC:

aes256-cts-hmac-sha1-96
arcfour-hmac
des3-cbc-sha1
des-cbc-crc

XiVOCC Configuration¶

Download the Zulu Cryptography Extension Kit from http://www.azulsystems.com/products/zulu/cryptographic-extension-kit
Extract the content of the downloaded file ZuluJCEPolicies.zip on the server hosting the XUC docker container in the folder /etc/docker/xuc/ (Folder should contain at least local_policy.jar & US_export_policy.jar files)
Copy the previously generated xuc.keytab keytab file to the server hosting the XUC docker container, for example: /etc/docker/kerberos/xuc.keytab.
Create or edit the file /etc/krb5.conf on the server hosting the XUC docker container and change settings according to your kerberos environment. For example, the file may contain (name and ip addresses must match your kerberos environment):
```
[libdefaults]
    default_realm = MYDOMAIN

[realms]
    MYDOMAIN = {
        kdc = 172.17.0.14
        admin_server = 172.17.0.14
    }
```

Edit the docker compose file /etc/docker/compose/docker-xivocc.yml to add the following configuration in the xuc section (file name, service name, password may differ on your setup):

xuc:
  # ...
  environment:
  - JAVA_OPTS=-Dsecured.krb5.principal=HTTP/xuc.mydomain -Dsecured.krb5.password=xuc -Dsecured.krb5.keyTab=/etc/kerberos/xuc.keytab

  # ...

  volumes:
  - /etc/docker/kerberos:/etc/kerberos
  - /etc/docker/xuc/local_policy.jar:/usr/lib/jvm/zulu-8-amd64/jre/lib/security/local_policy.jar
  - /etc/docker/xuc/US_export_policy.jar:/usr/lib/jvm/zulu-8-amd64/jre/lib/security/US_export_policy.jar
  - /etc/krb5.conf:/etc/krb5.conf

Enable Single Sign On on the Agent, Manager, Web and Desktop application interface. Change the value of the following environment variables in the /etc/docker/compose/custom.env:
```
# ...
USE_SSO=true
XUC_HOST=xuc.mydomain
# ...
```

Browser configuration¶

The created domain name must be trusted by the user’s browser.

For Chrome (windows):

Internet Option : Add domain with protocol to the list of trusted sites : http://xuc.mydomain (and/or https://xuc.mydomain ).

Warning

Kerberos authentication on Chrome is only available on Microsoft Windows.

For Firefox:

Go to about:config
add domain (without protocol) to the network.negotiate-auth.delegation-uris entry (ie. xuc.mydomain).
add domain (without protocol) to the network.negotiate-auth.trusted-uris entry (ie. xuc.mydomain).

Install trusted certificate for nginx¶

To install a trusted certificate for the nginx reverse proxy instead of the self signed certificate, follow the following instructions:

in directory /etc/docker/nginx/ssl replace content of files xivoxc.crt, xivoxc.csr and xivoxc.key while keeping filenames unchanged
restart nginx container by command xivocc-dcomp restart nginx.

Warning

When configuring the certificate, please ensure the certificate chain is complete, especially for the XiVO Mobile Assistant. You can check the server certificate chain by using the following web site https://www.ssllabs.com/ssltest/analyze.html which will warn you if there is an error with the certificate (Chain issues - Incomplete)

What is a complete certificate chain¶

When a client application (browser or mobile application) checks a certificate for a web site, it checks the received certificate is issued by a known certificate authority and matches the web site domain name. But sometimes, the certificate is not issued by a root certificate authority but by an intermediate authority.

Here is an example of a such a certificate chain:

GeoTrust Global CA
|--> RapidSSL SHA256 - CA - G3
     |--> *.company.com

The possible problem here is that even if the browser knows the root authority, it is unaware of the intermediate one. The solution is to create a bundle of the complete certificate chain by concatenating the certificates of all parties (root, intermediate & site). Please see http://nginx.org/en/docs/http/configuring_https_servers.html#chains for more information.

Mobile Assitant¶

If using an HTTPS connection for the XiVO Mobile Assistant, you must use a trusted certificate with a complete certification chain, see Install trusted certificate for nginx.

XiVOcc Applications Configuration¶

This section covers specific configuration parameters for the different application of XiVO CC.

CC Agent configuration¶

Recording¶

Recording can be paused or started by an agent.

Recording On	Recording Paused

This feature can be disabled by changing showRecordingControls option in file application.conf. You can also set the environnment variable SHOW_RECORDING_CONTROLS to false for your xucmgt container in /etc/docker/compose/custom.env file. When disabled the recording status is not displayed any more

Activity (Queue) control¶

By using the showQueueControls option in application.conf, you may allow an agent to enter or leave an activity. You can also use SHOW_QUEUE_CONTROLS environment variable in /etc/docker/compose/custom.env file.

Pause Cause and Status¶

You can configure XiVO to have the following scenario:

The agent person leaves temporarily his office (lunch, break, …)
He sets his presence in the CCAgent to the according state
The agent will be automatically set in pause and his phone will not ring from queues
He comes back to his office and set his presence to ‘Available’
The pause will be automatically cancelled

By default the pause action from the agent cannot be specified with a specific cause such as Lunch Time, or Tea Time. To be able to use a specific cause, you will have to define new Presences in the cti server configuration.

You define presences with action Activate pause to all queue to true, for not ready causes, and you must have one presence defined with an action Disable pause to all queue to be able to go back to not ready. When this presences are defined, you must restart the xuc server to be able to use them in ccagent, these presences will also be automatically available in CCmanager and new real time counters will be calculated.

Presence from ready to pause	Presence from pause to ready

Login and Pause management using function keys¶

You can configure Login or Pause keys on an agent phone. Their state will be synchronized with the state in XiVO CC applications.

Behavior¶

Login Key:
- change status of agent: login if it was logged out, and logout if it was logged in
- LED of phone key will be updated accordingly as well as the status in XiVO CC applications (CCAgent…)
- if you login/logout via XiVO CC applications (CCAgent…), status will be updated and phone key LED will be updated.
Pause key:
- change status of agent: pause if it was ready, ready if it was paused or in wrapup
- LED of phone key will be updated accordingly as well as the status in XiVO CC applications (CCAgent…)
- if you pause/unpause via XiVO CC applications (CCAgent…), status will be updated and phone key LED will be updated
- Wrapup: if agent is on wrapup, the phone key will blink. If you press key while on wrapup, agent status will be changed to ready
  Note
  - The key blinks on Snom and Yealink phone sets. It doesn’t blink on Polycom phone sets.
  - To be able to terminate Wrapup via the key on Snom phones you must use correct version of plugin (see Plugins release notes).

Configuration¶

There are two types of customizable function keys that can be used

Login: it will toggle login/logout of agent. There are two configuration patterns (see also below):
- either ***30<PHONE NUMBER>: in this case it will ask for agent number and will then login the given agent on phone <PHONE NUMBER>
- or ***30<PHONE NUMBER>*<AGENT NUMBER>: in this case it will log agent <AGENT NUMBER> on phone <PHONE NUMBER>
Pause: it will toggle pause/unpause of agent (and will blink if agent is on Wrapup). Configuration pattern (see also below):
- ***34<PHONE NUMBER> : it will toggle pause/unpause of agent logged on phone <PHONE NUMBER>

To use it you must:

On on XiVO PBX edit /etc/xivo-xuc.conf and change variables:
- XUC_SERVER_IP to IP address of XivoCC
- XUC_SERVER_PORT to port of XUC Server (default is 8090)
Configure function key on user (example with user 1000, 1001 and agent 8000 associated to user 1000):
- Open Services > IPBX > IPBX settings > Users
- Edit the user, open Func Keys tab and add keys like:
- For Pause/Unpause agent logged on phone 1000 set:
  - Type: Customized,
  - Destination: ***341000,
  - Label: Pause,
  - Supervision: Enabled
- For Login/Logout agent on phone 1000 set:
  - Type: Customized,
  - Destination: ***301000,
  - Label: Login,
  - Supervision: Enabled
- For Login/Logout agent 8000 on phone 1001 set:
  - Type: Customized,
  - Destination: ***301001*8000,
  - Label: LoginOn1001,
  - Supervision: Enabled

CC Manager¶

See CC Manager features.

Access authorizations in CCManager¶

Note

Behavior was changed in 2017.LTS1 (see 2017.LTS1 release notes in Release Notes)

By default, CCManager access is authorized only for users with Administrateur or Superviseur rigths (as defined in the Configuration Management server). If required, you can authorize all users to connect to the CCManager interface by setting the ENFORCE_MANAGER_SECURITY environment variable to false in the /etc/docker/compose/custom.env file:

...
ENFORCE_MANAGER_SECURITY=false

Then you need to recreate the xucserver container with xivocc-dcomp up -d xuc. Then each user will be able to log in the CCManager. Otherwise, each user that wants to connect to the CCManager will need to have a Administrateur or Superviseur profile in the Configuration Management server.

Recording configuration¶

This page describes how to configure the recording feature for XiVO Solutions. This feature needs some additionnal installation steps which are described here.

Configure recording¶

To configure recording there are two steps to follow on XiVO PBX:

Add link towards Recording Server,
and Enable recording with the subroutines.

1. Add link towards Recording Server¶

Note

Steps to be done on XiVO PBX

The first step is to configure the link towards the Recording Server by running the configuration script:

xivocc-recording-config

During the configuration, you will be asked for :

the Recording Server IP (i.e. 192.168.0.2)
the XiVO PBX name (it must not contain any space or “-” character). If you configure more more than one XiVO PBX on the same Recording Server, you must give a different name to each of them.

After having configured the recording, you have to enable it via sub-routines. See below.

2. Enable recording with subroutines¶

Note

Steps to be done on XiVO PBX

To enable the recording you have to configure one of the shipped subroutines.

The package xivocc-recording (see recording installation section) ships the following dialplan subroutines :

Subroutine	Description
`xivocc-incall-recording`	Records incoming calls
`xivocc-incall-recording-paused`	Records incoming calls, but record starts in paused state and can be activated by the agent (see agent recording configuration)
`xivocc-outcall-recording`	Records outgoing calls
`xivocc-outcall-recording-paused`	Records outgoing calls, but record starts in paused state and can be activated by the agent (see agent recording configuration)

These subroutines are to be configured on the following XiVO PBX objects (either globally or per-object):

Warning

They MUST be configured only on the following objects. Other configuration are not supported.

Incalls,
and/or Queues,
and/or Users,
and/or Outcall

Note

Here is an example if you want to enable recording for:

All outbound calls but started in pause state,

All queues,

And only on incoming call 0123456789

Then you would have to:

Create a custom_global_subr.conf file in the /etc/asterisk/extensions_extra.d directory

If not already defined elsewhere define the global subroutine:

[xivo-subrgbl-queue]
exten = s,1,NoOp(=== Recording incoming calls ===)
same = n,Gosub(xivocc-incall-recording,s,1)
same = n,Return()

[xivo-subrgbl-outcall]
exten = s,1,NoOp(=== Recording outbound calls in pause ===)
same = n,Gosub(xivocc-outcall-recording-paused,s,1)
same = n,Return()

Enable the call recording for incall 0123456789 by editing it via the XiVO PBX web interface and set the field Pre-process subroutine to xivocc-incall-recording

Recording filtering configuration¶

Note

Steps to be done on XiVO CC

After having followed above paragraphs, you can also configure the recording filtering.

Add a user with Administrateur rights for Recording Server:
1. Connect to the Config Management interface : http://<XIVO_CC_IP>:9100 (login avencall/superpass),
2. Add one of the XiVO PBX user giving him Administrateur rights,
Configure excluded numbers on Recording Server
1. Then, connect with this user to the Recording Server interface : http://<XIVO_CC_IP>:9400
2. Navigate to the page Contrôle d'enregistrement and add the numbers to be excluded from the recording.

In list Destinataire de l’appel (Numéro entrant, File d’attente, Utilisateur) declare the:

XiVO Incalls numbers,
XiVO Queues numbers,
or XiVO Users numbers

to be excluded from the recording on incoming or internal call. These numbers will be checked by the xivocc-incall-recording subroutines.

Note

numbers must be entered as they first appear in dialplan (check is made against XIVO_DSTNUM dialplan variable).

In list Emetteur ou destinataire d’un appel sortant (Utilisateur ou numéro appelé externe) declare the:

XiVO Users internal numbers

to be excluded from recording on outgoing calls. These numbers will be checked by the xivocc-outcall-recording subroutines.

Note

check is made against XIVO_SRCNUM dialplan variable.

Gateway recording configuration¶

No doc currently

Reporting¶

Totem Panels¶

Data replication can take some time if there are a lot of data in xivo cel and queue log tables. You may check xivo-db-replication log files (/var/log/xivocc/xivo-db-replication.log).

Preconfigured panels are available on http://@IP/kibana/#/dashboard/file/queues.json et http://@IP/kibana/#/dashboard/file/agents.json to be able to save this panels in elasticsearch database you have to sign on on request user admin/Kibana

Defaut data persistance in totem panels is 7 days, you may change this default by defining ELASTICTTL environment variables in xivo-replic section, see below for an example of how to keep 15 days.

xivo_replic:
  image: xivoxc/xivo-db-replication:latest

  links:
  - pgxivocc:db
  - elasticsearch:elasticsearch

  environment:
  - JAVA_OPTS=-Xms256m -Xmx256m
  - XIVO_HOST=192.168.250.11
  - ELASTICTTL=15
...

Disable Totem Panels¶

If you do not use pannels and elasticsearch, it is possible to disable then.

You need to edit the docker-xivocc.yml file.

First, in xivo_replic section:

remove or comment the elasticsearch link,
add elasticsearch as en extra_host on 127.0.0.1
and add the DISABLEELASTIC=true environment variable

xivo_replic:
  image: xivoxc/xivo-db-replication:latest

  links:
  - pgxivocc:db
  #- elasticsearch:elasticsearch

  extra_hosts:
  - "elasticsearch:127.0.0.1"

  environment:
  - JAVA_OPTS=-Xms256m -Xmx256m
  - XIVO_HOST=192.168.250.11
  - DISABLEELASTIC=true
...

Secondly, remove the elasticsearch and kibana_volumes sections,

Thirdly, in nginx section:

remove or comment the elasticsearch link,
add elasticsearch as en extra_host on 127.0.0.1
remove or comment the kibana_volumes

nginx:
  image: xivoxc/xivoxc_nginx:latest

  ports:
  - 80:80

  links:
  #- elasticsearch
  - xuc
  - xucmgt

  extra_hosts:
  - "xivo_host:192.168.250.11"
  - "elasticsearch:127.0.0.1"

  volumes_from:
  #- kibana_volumes
  - fingerboard
...

Web / Desktop Application¶

Disabling WebRTC¶

WebRTC can be disabled globally by setting the DISABLE_WEBRTC environment varibale to true in /etc/docker/compose/custom.env file.

WebRTC configuration¶

See Web RTC feature description.

Signed SSL/TLS certificate for WebRTC¶

XivoCC installation generates self-signed SSL/TLS into nginx server running as part of XivoCC. This limits WebRtc usage:

UC Assistant shows warning about unsecure page and exception must be confirmed by user.
Desktop Applications must be started with --ignore-certificate-errors parameter, which degrades security.

To avoid this, SSL/TLS certificate signed by authority recognized by Chrome in PEM format is required, see Install trusted certificate for nginx.

Note

Do NOT forget to check that XUC_HOST in /etc/docker/compose/custom.env is also configured with the same FQDN as in the certificate, not the IP address.

XiVOcc Administration¶

Start, stop or restart containers¶

Using the xivocc-dcomp script, you can control the run of the XiVO CC components:

xivocc-dcomp [command] [container]

List of commands:

up -d - run containers
stop - stop containers
restart - restart containers

If you don’t enter container name, the command applies on all containers. Use container names from this list.

Show status¶

xivocc-dcomp ps

Show containers and images versions¶

Note

Introduced in 2017.03.03 release.

Docker images are labelled with the exact version of the embedded application.

You can display the:

Version of the running docker containers by typing:
```
xivocc-dcomp version
```
Version of all docker containers (including stopped ones) by typing:
```
xivocc-dcomp version -a
```
Version of docker images:
```
xivocc-dcomp version -i
```

For example :

# xivocc-dcomp version
NAMES                       VERSION
xivocc_nginx_1
xivocc_xuc_1                2017.03.03
xivocc_recording_server_1   2017.03.03
xivocc_xucmgt_1             2017.03.03
xivocc_config_mgt_1         2017.03.02
xivocc_pack_reporting_1     2017.03.02
xivocc_spagobi_1            2017.03.02
xivocc_xivo_stats_1         2017.03.02
xivocc_xivo_replic_1        2017.03.02
xivocc_pgxivocc_1
xivocc_elasticsearch_1
xivocc_fingerboard_1
xivocc_recording_rsync_1
xivocc_kibana_volumes_1

This only applies to the following images:

config_mgt
pack_reporting
recording
spagobi
xivo_replic
xivo_stats
xuc
xucmgt

Note

Labels were in fact introduced in 2017.03.02 but in this version you had to use docker commands to display them:

List all running containers with the exact version of application

$ docker ps --format 'table {{.Names}}\t{{.Image}}\t{{.Label "version"}}\t{{.Status}}'
NAMES                       IMAGE                                         VERSION             STATUS
xivocc_spagobi_1            xivoxc/spagobi:2017.03.latest                 2017.03.02          Up 14 hours
xivocc_nginx_1              xivoxc/xivoxc_nginx:latest                                        Up 32 hours
xivocc_xuc_1                xivoxc/xuc:2017.03.latest                     2017.03.02          Up 13 hours
xivocc_recording_server_1   xivoxc/recording-server:2017.03.latest        2017.03.02          Up 32 hours
xivocc_xivo_replic_1        xivoxc/xivo-db-replication:2017.03.latest     2017.03.02          Up 32 hours
xivocc_config_mgt_1         xivoxc/config-mgt:2017.03.latest              2017.03.02          Up 32 hours
xivocc_pack_reporting_1     xivoxc/pack-reporting:2017.03.latest          2017.03.02          Up 32 hours
xivocc_xivo_stats_1         xivoxc/xivo-full-stats:2017.03.latest         2017.03.02          Up 32 hours
xivocc_pgxivocc_1           xivoxc/pgxivocc:latest                                            Up 32 hours
xivocc_xucmgt_1             xivoxc/xucmgt:2017.03.latest                  2017.03.02          Up 32 hours
xivocc_elasticsearch_1      elasticsearch:1.7.2                                               Up 32 hours
xivocc_fingerboard_1        xivoxc/fingerboard:latest                                         Up 32 hours
xivocc_recording_rsync_1    xivoxc/recording-rsync:latest                                     Up 32 hours
xivocc_kibana_volumes_1     xivoxc/kibana_volume:latest                                       Up 32 hours

You can also inspect an image or container to get it’s exact version:

# Inspect an image
$ docker inspect --format '{{(index .Config.Labels "version")}}' xivoxc/xuc:2017.03.latest
2017.03.02

# Inspect a running container
$ docker inspect --format '{{(index .Config.Labels "version")}}' xivocc_xuc_1
2017.03.02

Log¶

The log of each container can be found in the /var/log/xivocc directory. Currently (it may change) the structure looks like this :

/var/log/xivocc:
├── config-mgt
│   └── config-mgt.log
├── purge-reporting-database.log
├── recording-server
│   ├── downloads.log
│   └── recording-server.log
├── spagobi
│   ├── Quartz.log
│   ├── SpagoBIBirtReportEngine.log
│   ├── SpagoBIChartEngine.log
│   ├── SpagoBIJasperReports.log
│   ├── SpagoBI.log
│   ├── SpagoBIQbeEngineAudit.log
│   ├── SpagoBIQbeEngine.log
│   └── SpagoBITalendEngine.log
├── specific-stats.log
├── xivo-db-replication
│   └── xivo-db-replication.log
├── xivo-full-stats
│   └── xivo-full-stats.log
├── xuc
│   ├── xuc_ami.log
│   └── xuc.log
└── xucmgt
    └── xucmgt.log

Backup¶

You may backup your databases by using a similar command as below, make sure you have enough space on disk.

cd /var/backups
mkdir xivocc
cd xivocc

docker run --rm --link xivocc_pgxivocc_1:db -v $(pwd):/backup -e PGPASSWORD=*** xivoxc/pgxivocc pg_dump -h db -U postgres --format=c -f /backup/xuc_rights_dump xuc_rights
docker run --rm --link xivocc_pgxivocc_1:db -v $(pwd):/backup -e PGPASSWORD=*** xivoxc/pgxivocc pg_dump -h db -U postgres --format=c -f /backup/spagobi_dump spagobi
docker run --rm --link xivocc_pgxivocc_1:db -v $(pwd):/backup -e PGPASSWORD=*** xivoxc/pgxivocc pg_dump -h db -U postgres --format=c -f /backup/recording_dump recording
docker run --rm --link xivocc_pgxivocc_1:db -v $(pwd):/backup -e PGPASSWORD=*** xivoxc/pgxivocc pg_dump -h db -U postgres --format=c -f /backup/xivo_stats_dump xivo_stats

Restore¶

You may restore a backup using a similar command (to be adapted)

#Restore

cd /var/backups/xivocc

docker run --rm -it --link xivocc_pgxivocc_1:db -v $(pwd):/backup xivoxc/pgxivocc pg_restore -j 10 -h db -c -U postgres -d xivo_stats /backup/xivo_stats_dump
docker run --rm -it --link xivocc_pgxivocc_1:db -v $(pwd):/backup xivoxc/pgxivocc pg_restore -j 10 -h db -c -U postgres -d spagobi /backup/spagobi_dump
docker run --rm -it --link xivocc_pgxivocc_1:db -v $(pwd):/backup xivoxc/pgxivocc pg_restore -j 10 -h db -c -U postgres -d xuc_rights /backup/xuc_rights_dump
docker run --rm -it --link xivocc_pgxivocc_1:db -v $(pwd):/backup xivoxc/pgxivocc pg_restore -j 10 -h db -c -U postgres -d recording /backup/recording_dump

Troubleshooting¶

Important

When reading this section, keep in mind the Architecture & Flows diagram.
If you want to troubleshoot your installation see XiVOcc Installation Troubleshooting
For desktop application see Troubleshoot Application

Troubleshooting¶

Transfers using DTMF¶

When transfering a call using DTMF (*1) you get an invalid extension error when dialing the extension.

The workaround to this problem is to create a preprocess subroutine and assign it to the destinations where you have the problem.

Under Services ‣ IPBX ‣ IPBX configuration ‣ Configuration files add a new file containing the following dialplan:

[allow-transfer]
exten = s,1,NoOp(## Setting transfer context ##)
same = n,Set(__TRANSFER_CONTEXT=<internal-context>)
same = n,Return()

Do not forget to substitute <internal-context> with your internal context.

Some places where you might want to add this preprocess subroutine is on queues and outgoing calls to be able to transfer the called person to another extension.

Fax detection¶

XiVO does not currently support Fax detection. The following describe a workaround to use this feature. The behavior is to answer all incoming (external) call, wait for a number of seconds (4 in this example) : if a fax is detected, receive it otherwise route the call normally.

Note

This workaround works only :

on incoming calls towards an User (and an User only),
if the incoming trunk is a DAHDI or a SIP trunk,
if the user has a voicemail which is activated and with the email field filled
XiVO >= 13.08 (needs asterisk 11)

Be aware that this workaround will probably not survive any upgrade.

In the Web Interface and under Services ‣ IPBX ‣ IPBX configuration ‣ Configuration files add a new file named fax-detection.conf containing the following dialplan:

;; Fax Detection
[pre-user-global-faxdetection]
exten = s,1,NoOp(Answer call to be able to detect fax if call is external AND user has an email configured)
same  =   n,GotoIf($["${XIVO_CALLORIGIN}" = "extern"]?:return)
same  =   n,GotoIf(${XIVO_USEREMAIL}?:return)
same  =   n,Set(FAXOPT(faxdetect)=yes) ; Activate dynamically fax detection
same  =   n,Answer()
same  =   n,Wait(4) ; You can change the number of seconds it will wait for fax (4 to 6 is good)
same  =   n,Set(FAXOPT(faxdetect)=no) ; If no fax was detected deactivate dyamically fax detection (needed if you want directmedia to work)
same  =   n(return),Return()

exten = fax,1,NoOp(Fax detected from ${CALLERID(num)} towards ${XIVO_DSTNUM} - will be sent upon reception to ${XIVO_USEREMAIL})
same  =     n,GotoIf($["${CHANNEL(channeltype)}" = "DAHDI"]?changeechocan:continue)
same  =     n(changeechocan),Set(CHANNEL(echocan_mode)=fax) ; if chan type is dahdi set echo canceller in fax mode
same  =     n(continue),Gosub(faxtomail,s,1(${XIVO_USEREMAIL}))

In the file /etc/xivo/asterisk/xivo_globals.conf set the global user subroutine to pre-user-global-faxdetection : this subroutine will be executed each time a user is called:
```
XIVO_PRESUBR_GLOBAL_USER = pre-user-global-faxdetection
```
Reload asterisk configuration (both for dialplan and dahdi):
```
asterisk -rx 'core reload'
```

Berofos Integration with PBX¶

You can use a Berofos failover switch to secure the ISDN provider lines when installing a XiVO in front of an existing PBX. The goal of this configuration is to mitigate the consequences of an outage of the XiVO : with this equipment the ISDN provider links could be switched to the PBX directly if the XiVO goes down.

XiVO does not offer natively the possibility to configure Berofos in this failover mode. This section describes a workaround.

Logical view:

                +------+                            +-----+
-- Provider ----| XiVO | -- ISDN Interconnection  --| PBX | -- Phones
                +------+                            +-----+

Connection:

  +-------------Bero*fos---------------+
  | A        B        C        D       |
  | o o o o  o o o o  o o o o  o o o o |
  +-+-+------+-+------+-+------+-+-----+
    | |      | |      | |      | |
   / /       | |      | |      | |
  / /    +--------+   / /   +---------+
2 T2     |  XiVO  |  / /    |   PBX   |
         +--------+ / /     +---------+
             | |   / /
             \ \__/ /
              \____/

The following describes how to configure your XiVO and your Berofos.

Follow the Berofos general configuration (firmware, IP, login/password) described in the the Berofos Installation and Configuration page.

When done, apply these specific parameters to the berofos:

bnfos --set scenario=1   -h 10.105.2.26 -u admin:berofos
bnfos --set mode=1       -h 10.105.2.26 -u admin:berofos
bnfos --set modedef=1    -h 10.105.2.26 -u admin:berofos
bnfos --set wdog=1       -h 10.105.2.26 -u admin:berofos
bnfos --set wdogdef=1    -h 10.105.2.26 -u admin:berofos
bnfos --set wdogitime=60 -h 10.105.2.26 -u admin:berofos

Add the following script /usr/local/sbin/berofos-workaround:

#!/bin/bash
# Script workaround for berofos integration with a XiVO in front of PABX

res=$(/usr/sbin/service asterisk status)
does_ast_run=$?
if [ $does_ast_run -eq 0 ]; then
    /usr/bin/logger "$0 - Asterisk is running"
    # If asterisk is running, we (re)enable wdog and (re)set the mode
    /usr/bin/bnfos --set mode=1 -f fos1 -s
    /usr/bin/bnfos --set modedef=1 -f fos1 -s
    /usr/bin/bnfos --set wdog=1 -f fos1 -s

    # Now 'kick' berofos ten times each 5 seconds
    for ((i == 1; i <= 10; i += 1)); do
        /usr/bin/bnfos --kick -f fos1 -s
        /bin/sleep 5
    done
else
    /usr/bin/logger "$0 - Asterisk is not running"
fi

Add execution rights to script:

chmod +x /usr/local/sbin/berofos-workaround

Create a cron to launch the script every minutes /etc/cron.d/berofos-cron-workaround:

# Workaround to berofos integration
MAILTO=""

*/1 * * * * root /usr/local/sbin/berofos-workaround

Upgrading from XiVO 1.2.3¶

There is an issue with xivo-libsccp and pf-xivo-base-config during an upgrade from 1.2.3:

dpkg: error processing /var/cache/apt/archives/pf-xivo-base-config_13%3a1.2.4-1_all.deb (--unpack):
trying to overwrite '/etc/asterisk/sccp.conf', which is also in package xivo-libsccp 1.2.3.1-1
...
Errors were encountered while processing:
/var/cache/apt/archives/pf-xivo-base-config_13%3a1.2.4-1_all.deb
E: Sub-process /usr/bin/dpkg returned an error code (1)

You have to remove /var/lib/dpkg/info/xivo-libsccp.conffiles:
```
rm /var/lib/dpkg/info/xivo-libsccp.conffiles
```
You have to edit /var/lib/dpkg/info/xivo-libsccp.list and remove the following line:
```
/etc/asterisk/sccp.conf
```
and remove /etc/asterisk/sccp.conf:
```
rm /etc/asterisk/sccp.conf
```
Now, you can launch xivo-upgrade to finish the upgrade process

CTI server is unexpectedly terminating¶

If you observes that your CTI server is sometimes unexpectedly terminating with the following message in /var/log/xivo-ctid.log:

(WARNING) (main): AMI: CLOSING

Then you might be in the case where asterisk generates lots of data in a short period of time on the AMI while the CTI server is busy processing other thing and is not actively reading from its AMI connection. If the CTI server takes too much time before consuming some data from the AMI connection, asterisk will close the AMI connection. The CTI server will terminate itself once it detects the connection to the AMI has been lost.

There’s a workaround to this problem called the ami-proxy, which is a process which buffers the AMI connection between the CTI server and asterisk. This should only be used as a last resort solution, since this increases the latency between the processes and does not fix the root issue.

To enable the ami-proxy, you must:

Add a file /etc/systemd/system/xivo-ctid.service.d/ami-proxy.conf:

mkdir -p /etc/systemd/system/xivo-ctid.service.d
cat >/etc/systemd/system/xivo-ctid.service.d/ami-proxy.conf <<EOF
[Service]
Environment=XIVO_CTID_AMI_PROXY=1
EOF
systemctl daemon-reload

Restart the CTI server:
```
systemctl restart xivo-ctid.service
```

If you are on a XiVO cluster, you must do the same procedure on the slave if you want the ami-proxy to also be enabled on the slave.

To disable the ami-proxy:

rm /etc/systemd/system/xivo-ctid.service.d/ami-proxy.conf
systemctl daemon-reload
systemctl restart xivo-ctid.service

Agents receiving two ACD calls¶

Warning

Procedure was removed since bug was fixed in asterisk version shipped in 2017.LTS1 (2017.03)

PostgreSQL localization errors¶

The database and the underlying database cluster used by XiVO is sensitive to the system locale configuration. The locale used by the database and the database cluster is set when XiVO is installed. If you change your system locale without particular attention to PostgreSQL, you might make the database and database cluster temporarily unusable.

When working with locale and PostgreSQL, there’s a few useful commands and things to know:

locale -a to see the list of currently available locales on your system
locale to display information about the current locale of your shell
grep ^lc_ /etc/postgresql/9.4/main/postgresql.conf to see the locale configuration of your database cluster
sudo -u postgres psql -l to see the locale of your databases
the /etc/locale.gen file and the associated locale-gen command to configure the available system locales
systemctl restart postgresql.service to restart your database cluster
the PostgreSQL log file located at /var/log/postgresql/postgresql-9.4-main.log

Note

You can use any locale with XiVO as long as it uses an UTF-8 encoding.

Database cluster is not starting¶

If the database cluster doesn’t start and you have the following errors in your log file:

LOG:  invalid value for parameter "lc_messages": "en_US.UTF-8"
LOG:  invalid value for parameter "lc_monetary": "en_US.UTF-8"
LOG:  invalid value for parameter "lc_numeric": "en_US.UTF-8"
LOG:  invalid value for parameter "lc_time": "en_US.UTF-8"
FATAL:  configuration file "/etc/postgresql/9.4/main/postgresql.conf" contains errors

Then this usually means that the locale that is configured in postgresql.conf (here en_US.UTF-8) is not currently available on your system, i.e. does not show up the output of locale -a. You have two choices to fix this issue:

either make the locale available by uncommenting it in the /etc/locale.gen file and running locale-gen
or modify the /etc/postgresql/9.4/main/postgresql.conf file to set the various lc_* options to a locale that is available on your system

Once this is done, restart your database cluster.

Can’t connect to the database¶

If the database cluster is up but you get the following error when trying to connect to the asterisk database:

FATAL:  database locale is incompatible with operating system
DETAIL:  The database was initialized with LC_COLLATE "en_US.UTF-8",  which is not recognized by setlocale().
HINT:  Recreate the database with another locale or install the missing locale.

Then this usually means that the database locale is not currently available on your system. You have two choices to fix this issue:

either make the locale available by uncommenting it in the /etc/locale.gen file, running locale-gen and restarting your database cluster
or recreate the database using a different locale

Error during the upgrade¶

Then you are mostly in one of the cases described above. Check your log file.

Error while restoring a database backup¶

If during a database restore, you get the following error:

pg_restore: [archiver (db)] Error while PROCESSING TOC:
pg_restore: [archiver (db)] Error from TOC entry 4203; 1262 24745 DATABASE asterisk asterisk
pg_restore: [archiver (db)] could not execute query: ERROR:  invalid locale name: "en_US.UTF-8"
    Command was: CREATE DATABASE asterisk WITH TEMPLATE = template0 ENCODING = 'UTF8' LC_COLLATE = 'en_US.UTF-8' LC_CTYPE = 'en_US.UTF-8';

Then this usually means that your database backup has a locale that is not currently available on your system. You have two choices to fix this issue:

either make the locale available by uncommenting it in the /etc/locale.gen file, running locale-gen and restarting your database cluster

or if you want to restore your backup using a different locale (for example fr_FR.UTF-8), then restore your backup using the following commands instead:

sudo -u postgres dropdb asterisk
sudo -u postgres createdb -l fr_FR.UTF-8 -O asterisk -T template0 asterisk
sudo -u postgres pg_restore -d asterisk asterisk-*.dump

Error during master-slave replication¶

Then the slave database is most likely not using an UTF-8 encoding. You’ll need to recreate the database using a different locale

Changing the locale (LC_COLLATE and LC_CTYPE) of the database¶

If you have decided to change the locale of your database, you must:

make sure that you have enough space on your hard drive, more precisely in the file system holding the /var/lib/postgresql directory. You’ll have, for a moment, two copies of the asterisk database.
prepare for a service interruption. The procedure requires the services to be restarted twice, and the system performance will be degraded while the database with the new locale is being created, which can take a few hours if you have a really large database.
make sure the new locale is available on your system, i.e. shows up in the output of locale -a

Then use the following commands (replacing fr_FR.UTF-8 by your locale):

xivo-service restart all
sudo -u postgres createdb -l fr_FR.UTF-8 -O asterisk -T template0 asterisk_newlocale
sudo -u postgres pg_dump asterisk | sudo -u postgres psql -d asterisk_newlocale
xivo-service stop
sudo -u postgres psql <<'EOF'
DROP DATABASE asterisk;
ALTER DATABASE asterisk_newlocale RENAME TO asterisk;
EOF
xivo-service start

You should also modify the /etc/postgresql/9.4/main/postgresql.conf file to set the various lc_* options to the new locale value.

For more information, consult the official documentation on PostgreSQL localization support.

Originate a call from the Asterisk console¶

It is sometimes useful to ring a phone from the asterisk console. For example, if you want to call the 1234 extension in context default:

channel originate Local/1234@default extension 42@xivo-callme

WebRTC¶

http.conf - asterisk’s webserver must accept connection from outside, the listen address must be updated, for the sake of simplicity let’s use 0.0.0.0, you can also pick an address of one of the network interfaces:

[general]
enabled=yes
bindaddr=0.0.0.0
bindport=5039
prefix=
tlsenable=yes
tlsbindaddr=127.0.0.1:5040
tlscertfile=/usr/share/xivo-certs/server.crt
tlsprivatekey=/usr/share/xivo-certs/server.key
servername=XiVO PBX

Do not forget to reload the configuration by the module reload http command on the Asterisk CLI.

rtp.conf - the ICE support must be activated:

;
; RTP Configuration
;
[general]
;
; RTP start and RTP end configure start and end addresses
;
; Defaults are rtpstart=5000 and rtpend=31000
;
rtpstart=10000
rtpend=20000
;
; Whether to enable or disable UDP checksums on RTP traffic
;
;rtpchecksums=no
;
; The amount of time a DTMF digit with no 'end' marker should be
; allowed to continue (in 'samples', 1/8000 of a second)
;
;dtmftimeout=3000
icesupport=yes
stunaddr=stun.l.google.com:19302

The configuration is reloaded by module reload res_rtp_asterisk.so.

WebRTC requires DTLS keys to be generated in /etc/asterisk/keys. If you need to manually generate the DTLS certificates following instructions on the Asterisk Wiki: https://wiki.asterisk.org/wiki/display/AST/Secure+Calling+Tutorial. You just need to generate the TLS certificates (first call of ast_tls_cert), other steps are not necessary. Make sure asterisk can read files by executing: chown -R asterisk.asterisk /etc/asterisk/keys

Xuc & Xucmgt (CC & UC applications)¶

XUC overview page¶

XUC overview page available at @XUC_IP:PORT, usually @SERVER_IP:8090. You have to check if the “Internal configuration cache database” contains agents, queues etc.

XUC sample page¶

XUC sample page available at @XUC_IP:PORT/sample, usually @SERVER_IP:8090/sample. You can use this page to check user login and other API functions. CCManager, agent and assistant web use functions available on the sample page.

XUC Internal Metrics¶

Internal metrics are also available - see XUC Internal Metrics page.

XUC Internal Metrics ¶

Contents

XUC Internal Metrics

Introduction ¶

The XUC process exposes some metrics to troubleshoot or monitor the health of the process. Some of these metrics were previously exposed in a sub-page of the XUC overview page. The metrics are not exposed using the JMX technology available in java.

Configuration ¶

Enable JMX ¶

JMX is enabled by default in java but only available on the local machine running the process. Moreover as we are using docker, it’s only available inside the docker container itself. To make it available from the outside of the container and host running the XUC process, you need to explicitely configure it to do so.

In the following configuration, replace

JMX_PORT with the port number where you want to expose the JMX
JMX_HOST by the docker host IP address (not the container one but the IP of the server running docker)

Edit your docker compose file (/etc/docker/compose/docker-xivocc.yml) and change the configuration of the xuc container:

xuc:
  [...]
  ports:
  - JMX_PORT:JMX_PORT
  [...]

  environment:
  - JAVA_OPTS=-Xms512m -Xmx1024m -DtechMetrics.jmxReporter=true -Dcom.sun.management.jmxremote -Dcom.sun.management.jmxremote.port=JMX_PORT -Dcom.sun.management.jmxremote.local.only=false -Dcom.sun.management.jmxremote.authenticate=false -Dcom.sun.management.jmxremote.ssl=false -Djava.rmi.server.hostname=JMX_HOST -Dcom.sun.management.jmxremote.rmi.port=JMX_PORT
  [...]

For example, if we have JMX_PORT=15701 and JMX_HOST=192.168.228.100, you should set

xuc:
  [...]
  ports:
  - 15701:15701
  [...]

  environment:
  - JAVA_OPTS=-Xms512m -Xmx1024m -DtechMetrics.jmxReporter=true -Dcom.sun.management.jmxremote -Dcom.sun.management.jmxremote.port=15701 -Dcom.sun.management.jmxremote.local.only=false -Dcom.sun.management.jmxremote.authenticate=false -Dcom.sun.management.jmxremote.ssl=false -Djava.rmi.server.hostname=192.168.228.100 -Dcom.sun.management.jmxremote.rmi.port=15701
  [...]

Then restart the XUC process with the new configuration by running the command xivocc-dcomp up -d xuc

Explore JMX ¶

Once restarted you can then use tools to explore the metrics: jconsole, visualvm with MBeans plugin, eclipse,… For example, here are the steps to configure visualvm and explore the JMX metrics:

Download and install visualvm https://visualvm.github.io/
Enable MBeans plugin

Add remote host

Double click on process under the newly added host
Click on the MBeans tab
Explore tree

Expose JMX through REST ¶

Alternatively you could integrate a JMX plugin to your running process which allows to gather JMX metrics over HTTP. You need to download jolokia JVM agent from their website: https://jolokia.org/ and transfer the jar file on the server hosting the XUC container (for example in /etc/docker/jolokia/jolokia-jvm-1.6.2-agent.jar).

Then you should change your docker compose configuration for the xuc process in docker-xivocc.yml:

xuc:
  [...]
  ports:
  - JMX_HTTP_PORT:JMX_HTTP_PORT
  [...]

  environment:
  - JAVA_OPTS=-Xms512m -Xmx1024m -DtechMetrics.jmxReporter=true -javaagent:/opt/jolokia/jolokia-jvm-1.6.2-agent.jar=port=JMX_HTTP_PORT,host=JMX_HTTP_HOST
  [...]

  volumes:
  - /etc/docker/jolokia:/opt/jolokia

Then restart the XUC process with the new configuration by running the command xivocc-dcomp up -d xuc. The JMX metrics are now available over HTTP, see jolokia website for help on available endpoints: https://jolokia.org/documentation.html

Here are some example url to test: * List all jmx metrics available: curl http://JMX_HTTP_HOST:JMX_HTTP_PORT/jolokia/list * Get metrics of a specific service: curl http://JMX_HTTP_HOST:JMX_HTTP_PORT/jolokia/read/services.calltracking:type=AsteriskGraphTracker

Metrics description ¶

Historical metrics ¶

These metrics were previously exposed in a sub-page of the XUC overview page.

Xuc.CtiLink.*: Information on the link per user between XUC and ctid on the XiVO PBX
Xuc.CtiRouter.totalClients: Total number of client connected to the XUC
Xuc.CtiRouter.<username>.nbOfClients: Number of client connected to the XUC with the given <username>
Xuc.global.ami.failures: Number of failure/lost connection to the asterisk AMI

New metrics ¶

services.CtiRouter.<username>CtiRouter: Information on the currently connected <username>
services.calltracking.AsteriskGraphTracker * GraphSize: Size of the call graph * LoopDetected: Number of call loop detected * Notifications: Number of Notifications published internally * Watchers: Number of object monitoring the graph
services.calltracking.ChannelTracker * HangupEvents: Number of Hangup received since the process started * NewChannelEvents: Number of channel created since the process started * Notifications: Number of Notifications published internally * Watchers: Number of object monitoring the channels
services.calltracking.ConferenceTracker * Conferences: Number of conferences * Participants: Number of participants
services.calltracking.DevicesTracker.Devices: Number of monitored device
services.calltracking.SipDeviceTracker.<SIP_PEER_NAME>: Information about the SIP peer (Phone device) * Calls: Number of active calls * ChannelEvent: Number of channel event received * PartyInformation: Number of event received from remote party * PathsFromChannel: Number of event received from the AsteriskGraphTracker
services.calltracking.TrunkDeviceTracker.<TRUNK_NAME>: Information about the trunk, same information as in SipDeviceTracker
services.calltracking.CustomDeviceTracker.<CUSTOM_NAME>: Information about the custom device, same information as in SipDeviceTracker
services.calltracking.UnknownDeviceTracker.<CUSTOM_NAME>: Information about other asterisk device, same information as in SipDeviceTracker

Other JVM metrics ¶

You may also find these metrics interesting when troubleshooting the process: * java.lang.Memory.HeapMemoryUsage: Information about the java heap memory * java.lang.GarbageCollector: Information about the java garbage collector process

UC Assistant¶

Favorites¶

With XiVO PBX < 15.18 (without xivo-dird) one has to configure xuc with the runtime parameter xivo.useDird=false : with this parameter set, one can’t add Favorites (though the star to add a Favorite is visible).

NGINX - proxy web¶

Basic check¶

On the standard HTTP port of the machine (80) you have the fingerboard page.

Docker says nginx is restarting¶

Check logs for missing files or links, nginx refuses to start if one of servers is not accessible, e.g. xuc is down.

PostgreSQL¶

Container keeps on restarting after upgrade¶

After upgrading Docker it can sometimes happen that the container xivocc_pgxivocc_1 gets stuck in restarting mode. Logs show the following error

FATAL:  data directory "/var/lib/postgresql/data" has group or world access
DETAIL:  Permissions should be u=rwx (0700).

Error is caused by wrong permissions on the PostgreSQL data directory. Follow the below steps in order to fix the issue:

Find the location of the directory inside the container information:
```
docker inspect xivocc_pgxivocc_1 | grep volumes
```

Command output should give something like this:

"Source": "/var/lib/docker/volumes/82898d65ae41174865211ff709c12b1f5e7b3c1b7d26e73500b6e6c7cffb3f10/_data",

Use the result above to change the permissions:

chmod -R 700 /var/lib/docker/volumes/82898d65ae41174865211ff709c12b1f5e7b3c1b7d26e73500b6e6c7cffb3f10/_data

Restart the container:
```
xivocc-dcomp restart pgxivocc
```

Reporting¶

xivo_replic does not replicate call data¶

After experiencing a ‘no space left on device’ and restarting containers, it can sometimes happen that the data from XiVO is not replicated anymore. Container xivocc_replic_1 logs show the following error:

xivo_replic_1       | liquibase.exception.LockException: Could not acquire change log lock.  Currently locked by fe80:0:0:0:42:acff:fe11:8%eth0 (fe80:0:0:0:42:acff:fe11:8%eth0) since 4/10/17 3:28 PM

Error is caused by a lock in liquibase db. Follow the below steps in order to fix the issue:

Warning

This problem should not happen, so you should know what you are doing and not follow this procedure blindly.

With xivo_stats, xivo_replic and pack_reporting containers stopped find if there still is an active lock:

xivo_stats=# select * from databasechangeloglock;
id | locked |       lockgranted       |                            lockedby
----+--------+-------------------------+-----------------------------------------------------------------
1 | t      | 2017-04-10 15:28:10.684 | fe80:0:0:0:42:acff:fe11:8%eth0 (fe80:0:0:0:42:acff:fe11:8%eth0)

If so, delete the lock:

xivo_stats=# truncate databasechangeloglock;
xivo_stats=# select * from databasechangeloglock;
id | locked | lockgranted | lockedby
----+--------+-------------+----------

Restart the containers:

xivocc-dcomp start xivo_replic
xivocc-dcomp start pack_reporting
xivocc-dcomp start xivo_stats

Now, if xivo_stats is stuck in exit (126), try a docker rm -v {xivo_stats contener id} followed by a xivocc-dcomp up -d.

IPBX Configuration Guide¶

Advanced Configuration¶

This section describes the advanced system configuration.

XiVO General Settings¶

XiVO offers the possibility to configure the general settings via the Configuration ‣ Management ‣ General page.

Configure XiVO General Settings

Live reload configuration permit to reload its configuration on command received from WEBI (this option is enabled by default).

If you deactivate Live reload, apart from commands to xivo-ctid service, no config update command will be sent to udpate the services configuration. You must then reload the configuration accordingly.

The table below lists the parameters that will need a manual reload:

Services –> IPBX –> IPBX Settings
Menu	Section	Parameter	Reload command
Users	General	On-Hold Music, Caller ID	`sip reload`
	Lines	all	`sip reload` `dialplan reload`
	Services	Enable supervision	`dialplan reload`
	Voicemail	all	`voicemail reload` `sip reload`
	Func Keys	Type Customized with Supervision activated	`dialplan reload` + phone reboot
Groups	General	Name, Ring strategy, User reachability timeout, Time before retrying a call to a user, Call a member already in line, On-Hold Music	`queue reload all`
	General	Number	`dialplan reload`
	Users	all	`queue reload members`
	Application	N.A.	N.A.
	Call permissions	N.A.	N.A.
	No answer	N.A.	N.A.
	Schedules	N.A.	N.A.
Voicemails	all	all	`voicemail reload`
Conference rooms	General	Number, PIN code, Organizer PIN code	`dialplan reload`
Services –> IPBX –> Call management
Menu	Section	Parameter	Reload command
Incoming calls	all	N.A.	N.A.
Outgoing calls	Exten	all	`dialplan reload`
Call permissions	all	N.A.	N.A.
Call filters	all	N.A.	N.A.
Call pickups	Interceptors	all	`sip reload`
Call pickups	Intercepted	all	`sip reload`
Schedule	all	N.A.	N.A.
Services –> Call center –> Call management
Menu	Section	Parameter	Reload command
Agents	all	all	`queue reload all`
Queues	General	Name, Ring strategy, On-Hold Music	`queue reload all`
	General	Number	`dialplan reload`
	Announces	all	`queue reload all`
	Members	all	`queue reload members`
	Application	N.A.	N.A.
	No answer	N.A.	N.A.
	Advanced	all	`queue reload all`
	Schedules	N.A.	N.A.
	Diversions	N.A.	N.A.
	Qualifications	N.A.	N.A.
Agents	all	all	`queue reload all`
Queues penalties	all	all	`queue reload all`
Skills	all	all	`queue reload all`
Skill rules	all	all	`queue reload all`
Qualifications	all	N.A.	N.A.

Activate Directmedia with SIP Provider & DTMF RFC 2833¶

Important

This page describes how to enable Directmedia on your XiVO PBX in the specific following context:

with a SIP Provider authorizing directmedia (or requiring it),
and with this SIP Provider using DTMF according to RFC 2833

Other use cases are not covered here.

Introduction¶

Directmedia is an Asterisk feature to optimize network streams. By default, when asterisk establishes a call between two phones, it establishes the media stream (voice or video RTP stream) via itself. Then, if A calls B, the media stream goes from A to asterisk and then from asterisk to B:

Without directmedia:

                           +----------+
   A <---- SIP & RTP ----> |   XiVO   | <---- SIP & RTP ----> B
                           +----------+

Enabling Directmedia make media streams to flow directly between A and B:

With directmedia activated:

                           +----------+
   A <------- SIP -------> |   XiVO   | <------- SIP -------> B
                           +----------+
   ^                                                          ^
   ^_________________________  RTP  __________________________^

This is particularly useful when your XiVO PBX and phones are not located on the same site. In this case, activating Directmedia could dramatically save network bandwidth.

Prerequisites¶

As written in the note above we only cover the case where your SIP Provider will accept media stream directly between your endpoints and its media gateways.
Also it describes how to configure your system if your SIP Provider accepts DTMF in RFC 2833.
And you must ensure that network routing is working between your different endpoints - as enabling directmedia means that media stream will flow directly between endpoints (phones, gateways, operators etc.).
Note also that in this context network QoS should be taken into account with great care, but is outside the scope of this page.

Configuration¶

Directmedia activation¶

First of all, enable directmedia on your XiVO PBX:

Go to Services -> IPBX -> General settings -> SIP Protocol -> Default
Set Redirect media stream to Not behind NAT
Set DTMF to RFC2833

Device configuration¶

Device configuration must be changed to activate the RFC 2833 DTMF mode:

Go to Configuration -> Provisioning -> Template device
Edit the Default template device
and set DTMF to RTP-out-of-band
This requires a synchronization of all Devices (see Synchronize a device)

SIP Provider Trunk Configuration¶

Verify that your SIP Provider trunk configuration has also directmedia activated:

Edit your SIP Provider trunk,
In tab Advanced set Redirect media streams to Not behind NAT
In tab Signalling set DTMF to RFC2833

Other SIP Trunks¶

If you have other SIP trunks on your installation, you should verify that the DTMF mode is according to what the endpoint support. And, as it is not covered in this guide, we recommend that you deactivate directmedia:

Edit the SIP trunk,
In tab Advanced set Redirect media streams to No
In tab Signalling set DTMF to the one supported by the endpoint.

User configuration¶

For directmedia to work with DTMF set in RFC 2833 mode you must deactivate the following options for users:

Go to Services -> IPBX -> IPBX Settings -> Users,
edit each user - except Switchboard user,
go to tab Services
and un-check all following options:

Enable call transfer

Enable online call recording

Groups configuration¶

For directmedia to work with DTMF set in RFC 2833 mode you must deactivate the following options for groups:

Go to Services -> IPBX -> IPBX Settings -> Groups,
edit each group,
go to tab Application
and un-check all following options:

Allow called one to transfer the caller

Allow caller to transfer the call

Allow called on to record the call

Allow caller to record the call

Queues configuration¶

For directmedia to work with DTMF set in RFC 2833 mode you must deactivate the following options for queues:

Go to Services -> Call Center -> Configuration -> Queues,
edit each queue - except the Switchboard queue,
go to menu Application
and un-check all following options:

Allow callee to hang up the call

Allow caller to hang up the call

Allow callee to transfer the call

Allow caller to transfer the call

Allow callee to record the call

Allow caller to record the call

Conclusion¶

After having followed the above configuration steps, your XiVO will be configured for directmedia with a SIP Provider using DTMF in RFC 2833 mode.

Limitations¶

This configuration is not compatible with:

XiVO Client transfer method:
- after having un-checked the option Enable call transfer transfer won’t be possible from legacy XiVO Client.
Switchboard: calls towards Switchboard will be without directmedia. Directmedia will be activated on the call after having been transfered (as the legacy transfer method must be used for Switchboard CTI application)
Jitterbuffer: jitterbuffer must be disabled on your XiVO PBX.
Recording: if the call recording is activated for calls, it will disable Directmedia on these calls.
ChanSpy: listening to an agent (see CCManager application documentation) will disable temporarily the directmedia. When listening is stopped, media flow will be re-established directly between agent and caller.

Telephony certificates¶

XiVO offers the possibility to create and manage X.509 certificates via the the Configuration ‣ Management ‣ Certificates page.

These certificates can be used for:

enabling SIP TLS
enabling encryption between the CTI server and the XiVO clients

For the certificate used for HTTPS, see HTTPS certificate.

Creating certificates¶

You can add a certificate by clicking on the add button at the top right of the page. You’ll then be shown this page:

Adding a certificate

You should look at the examples if you don’t know which attributes to set when creating your certificates.

Removing certificates¶

When removing a certificate, you should remove all the files related to that certificates.

Warning

If you remove a certificate that is used somewhere in XiVO, then you need to manually reconfigure that portion of XiVO.

For example, if you remove the certificate files used for SIP TLS, then you need to manually disable SIP TLS or asterisk will look for certificate file but it won’t be able to find them.

Examples¶

In the following examples, if a field is not specified than you should leave it at its default value.

Creating certificates for SIP TLS¶

You need to create both a CA certificate and a server certificate.

CA certificate:

Name : phones-CA
Certification authority (checkbox) : checked
Autosigned : checked
Valid end date : at least one month in the future
Common name : the FQDN of your XiVO
Organization : your organization’s name, or blank
Email : your email or organization’s email

Server certificate:

Name : phones
Certification authority (select) : phones-CA
Valid end date : at least one month in the future
Common name : the FQDN of your XiVO
Organization : your organization’s name, or blank
Email : your email or organization’s email

Creating certificate for CTI server¶

Name : xivo-ctid
Autosigned : checked
Valid end date : at least one month in the future
Common name : the FQDN of your XiVO
Organization : your organization’s name, or blank
Email : your email or organization’s email

Warning

You must not set a password for the certificate. If the certificate is password protected, the CTI server will not be able to use it.

Boss Secretary Filter¶

The boss secretary filter allow to set a secretary or a boss role to a user. Filters can then be created to filter calls directed to a boss using different strategies.

Quick Summary¶

In order to be able to use the boss secretary filter you have to :

Select a boss role for one the users
Select a secretary role for one ot the users
Create a filter to set a strategy for this boss secretary filter
Add a function key for the user boss and the user secretary

Defining a Role¶

The secretary or boss role can be set in the user’s configuration page under the service tab. To use this feature, at least one boss and one secretary must be defined.

Creating a Filter¶

The filter is used to associate a boss to one or many secretaries and to set a ring strategy. The call filter is added in the Services ‣ IPBX ‣ Call management ‣ Call filters page.

Different ringing strategies can be applied :

Boss rings first then all secretaries one by one
Boss rings first then secretaries are all ringing simultaneously
Secretaries ring one by one
Secretaries are all ringing simultaneously
Boss and secretaries are ringing simultaneously
Change the caller id if the secretary wants to know which boss was initialy called

When one of serial strategies is used, the first secretary called is the last in the list. The order can be modified by drag and drop in the list.

Usage¶

The call filter function can be activated and deactivated by the boss or the secretary using the *37 extension. The extension is defined in IPBX services > Extensions.

The call filter has to be activated for each secretary if more than one is defined for a given boss.

The extension to use is *37<callfilter member id>.

In this example, you would set 2 Func Keys *373 and *374 on the Boss.

On the secretary Jina LaPlante you would set *373.

On the secretary Ptit Nouveau you would set *374.

Function Keys¶

A more convenient way to active the boss secretary filter is to assign a function key on the boss’ phone or the secretary’s phone. In the user’s configuration under Func Keys. A function key can be added for each secretaries of a boss.

If supervision is activated, the key will light up when filter is activated for this secretary. If a secretary also has a function key on the same boss/secretary combination the function key’s BLF will be in sync between each phones.

Warning

With SCCP phones, you must configure a custom Func Keys.

Call Completion¶

The call completion feature (or CCSS, for Call Completion Supplementary Services) in XiVO allows for a caller to be automatically called back when a called party has become available.

To illustrate, let’s say Alice attempts to call Bob.
Bob is currently on a phone call with Carol, though, so Bob rejects the call from Alice
Alice then dials *40 to request call completion.
Once Bob has finished his phone call, Alice will be automatically called back by the system.
When she answers, Bob will be called on her behalf.

This feature has been introduced in XiVO in version 14.17.

Description¶

Call completion can be used in two scenarios:

when the called party is busy (Call Completion on Busy Subscriber)
when the called party doesn’t answer (Call Completion on No Response)

We have already discussed the busy scenario in the introduction section.

Let’s now illustrate the no answer scenario:

Alice attempts to call Bob.
Bob doesn’t answer the phone. Alternatively, Alice hangs up before Bob has the time to answer the call.
Alice then dial *40 to request call completion.
When Bob’s phone becomes busy and then is no longer busy, Alice is automatically called back.
When she answers, Bob will be called on her behalf.

The important thing to note here is step #4. Bob’s phone needs to become busy and then no longer busy for Alice to be called back. This means that if Bob was away when Alice called him, but when he came back he did not received nor placed any call, then Alice will not be called back.

In fact, in all scenarios, after call completion has been requested by the caller, the called phone needs to transition from busy to no longer busy for the caller to be called back. This means that in the following scenario:

Alice attempts to call Bob.
Bob is currently on a phone call, so he doesn’t answer the call from Alice.
Bob finish his call a few seconds later.
Alice then dials *40 to request call completion (Bob is not busy anymore).

Then, for Alice to be called back, Bob needs to become busy and then not busy.

If Alice is busy when Bob becomes not busy, then the call completion callback will only happen after both Alice and Bob are not busy.

When call completion is active, it can be cancelled by dialing the *40 extension.

Some timers governs the use of call completion. These are:

offer timer: the time the caller has to request call completion. Defaults to 30 (seconds).
busy available timer: when call completion on busy subscriber is requested, if this timer expires before the called party becomes available, then the call completion attempt will be cancelled. Defaults to 900 (seconds).
no response available timer: similar to the “busy available timer”, but when call completion on no response is requested. Defaults to 900 (seconds).
recall timer: when the caller who requested call completion is called back, how long the original caller’s phone rings before giving up. Defaults to 30 (seconds).

It’s currently impossible to modify the value of these timers in XiVO.

Special Scenarios¶

There are four special scenarios:

the call completion will not activate
the call completion will activate and call back for the original called party
the call completion will activate and call back for the rerouted called party
the call completion will activate and call back for the original called party but fail to join him

Call completion will not activate¶

It is not possible to activate call completion in the following two scenarios.

First scenario: Alice tries to call Bob, but Bob has currently reached its “simultaneous calls” limit. When activating call completion, Alice hears that the call completion can not be activated.

Note

The “simultaneous calls” option is configured per user via the XiVO web interface.

Second scenario: Alice tries to call Bob, but the call is redirected to Charlie.

This occurs when Bob redirects/rejects the call with any of the following:

Unconditional call forwarding towards Charlie
Closed schedule towards Charlie
Call permission forbidding Alice to call Bob
Preprocess subroutine forwarding the call towards Charlie

Call completion will activate and call back for the original called party¶

Scenario: Alice tries to call Bob, but the call is redirected to Charlie. When activating call completion, Alice hears that the call completion is activated and eventually Alice is called back to speak with Bob.

This occurs when Bob redirects/rejects the call with any of the following:

No-answer call forwarding towards Charlie
Busy call forwarding towards Charlie

Call completion will activate and call back for the rerouted called party¶

Scenario: Alice tries to call Bob, but the call is redirected to Charlie. When activating call completion, Alice hears that the call completion is activated and eventually Alice is called back to speak with Charlie.

This occurs when Bob redirects the call with any of the following:

Boss-Secretary filter to the secretary Charlie

Call completion will activate and call back for the original called party but fail to join him¶

Scenario: Alice tries to call Bob, but the call is redirected to Charlie. When activating call completion, Alice hears that the call completion is activated and eventually Alice is called back to speak with Bob. But when Alice answers, Bob is not called. If Alice activates call completion again, she will hear that the call completion was cancelled.

This occurs when Bob redirects/rejects the call with any of the following:

Do Not Disturb mode
a new call forwarding rule that was applied after Alice activated call completion:
- Unconditional call forwarding towards Charlie
- Closed schedule towards Charlie
- Call permission forbidding Alice to call Bob
- Preprocess subroutine forwarding the call towards Charlie

Limitations¶

Call completion can only be used with SIP lines. It can’t be used with SCCP lines.
It can’t be used with outgoing calls and incoming calls, except if these calls are passing through a customized trunk of type Local.
It can’t be used with groups or queues.
The call completion feature can’t be enabled only for a few users; either all users have access to it, or none.

Configuration¶

The call completion extension is enabled via the Services ‣ IPBX ‣ IPBX services ‣ Extensions page, in the General tab.

Call Completion Extension

If your XiVO has been installed in version 14.16 or earlier, then this extension is by default disabled. Otherwise, this extension is by default enabled.

Call Permissions¶

You can manage call permissions via the Services ‣ IPBX ‣ Call management ‣ Call permissions page.

Call permissions can be used for:

denying a user from calling a specific extension
denying a user of a group from calling a specific extension
denying a specific extension on a specific outgoing call from being called
denying an incoming call coming from a specific extension from calling you

More than one extension can match a given call permission, either by specifying more than one extension for that permission or by using extension patterns.

You can also create permissions that allow a specific extension to be called instead of being denied. This make it possible to create a general “deny all” permission and then an “allow for some” one.

Finally, instead of unconditionally denying calling a specific extension, call permissions can instead challenge the user for a password to be able to call that extension.

As you can see, you can do a lot of things with XiVO’s call permissions. They can be used to create fairly complex rules. That said, it is probably not a good idea to so because it’s pretty sure you’ll get it somehow wrong.

Examples¶

Note that when creating or editing a call permission, you must at least:

fill the Name field
have one extension / extension pattern in the Extensions field

Denying a user from calling a specific extension¶

Add the extension in the extensions list
In the Users tab, select the user

Note

User’s Rightcall Code (Services -> IPBX -> IPBX Settings -> Users under Services tab) overwrite all password call permissions for the user.

Warning

The extension can be anything but it will only work if it’s the extension of a user or an extension that pass through an outgoing call. It does not work, for example, if the extension is the number of a conference room.

Denying a user of a group from calling a specific extension¶

First, you must create a group and add the user to this group. Note that groups aren’t required to have a number.

Then,

Add the extension in the extensions list
In the Groups tab, select the group

Denying users from calling a specific extension on a specific outgoing call¶

Add the extension in the extensions list
In the Outgoing calls tab, select the outgoing call

Note that selecting both a user and an outgoing call for the same call permission doesn’t mean the call permission applies only to that user. In fact, it means that the user can’t call that extension and that the extension can’t be called on the specific outgoing call. This in redundant and you will get the same result by not selecting the user.

Denying an incoming call coming from a specific extension from calling you¶

Call permissions on incoming calls are semantically different from the other scenarios since the extension that you add to the permission will match the extension of the caller (i.e. the caller number) and not the extension that the caller dialed (i.e. the callee number).

Add the extension in the extensions list.
In the Incoming calls tab, select the incoming call

Call Logs¶

Call logs are pre-generated from CEL entries. The generation is done automatically by xivo-call-logd. xivo-call-logs is also run nightly to generate call logs from CEL that were missed by xivo-call-logd.

Note

The oldest call logs are periodically removed. See Purge Logs for more details.

Search Dashboard¶

Call logs can be accessed using the menu Services ‣ IPBX ‣ Call management ‣ Call Logs page.

Calls Records Dashboard

Specifying no start date returns all available call logs. Specifying a start date and no end date returns all call logs from start date until now.

Call logs are presented in a CSV format. Here’s an example:

Call Date,Caller,Called,Period,user Field
2015-01-02T00:00:00,Alice (1001),1002,2,userfield

The CSV format has the following specifications:

field names are listed on the first line
fields are separated by commas: ,
if there is a comma in a field value, the value is surrounded by double quotes: "
the UTF-8 character encoding is used

REST API¶

Call logs are also available from xivo-confd REST API.

Manual generation¶

Call logs can also be generated manually. To do so, log on to the target XiVO server and run:

xivo-call-logs

To avoid running for too long in one time, the call logs generation is limited to the N last unprocessed CEL entries (default 20,000). This means that successive calls to xivo-call-logs will process N more CELs, making about N/10 more calls available in call logs, going further back in history, while processing new calls as well.

You can specify the number of CEL entries to consider. For example, to generate calls using the 100,000 last unprocessed CEL entries:

xivo-call-logs -c 100000

Conference Room¶

Adding a conference room¶

In this example, we’ll add a conference room with number 1010.

First, you need to define a conference room number range for the ‘’default’’ context via the ‘’Services / IPBX / IPBX configuration / Contexts’’ page.

Adding a conference room number range to the default context

You can then create a conference room via the ‘’Services / IPBX / IPBX settings / Conference rooms’’ page.

Creating conference room 1010

In this example, we have only filled the ‘’Name’’ and ‘’Number’’ fields, the others have been left to their default value.

As you can see, there’s quite a few options when adding / editing a conference room. Here’s a description of the most common one:

General / PIN code: Protects your conference room with a PIN number. People trying to join the room will be asked for the PIN code.
General / Don’t play announce for first participant: Don’t play the “you are currently the only person in this conference” for the first participant.
General / Max participants: Limits the number of participants in the conference room. A value of 0 means unlimited.

CTI Server¶

The CTI server configuration options can be found in the web-interface under the services tab.

General Options¶

The general options allow the administrator to manage network connections between the CTI server and the clients.

The section named STARTTLS options allows the administrator to enable encrypted communications between the clients and xivo-ctid and specify the certificate and private keys to use.

If no certificate and private key is configured, xivo-ctid will use the ones located in /usr/share/xivo-certs.

Parting options are used to isolate XiVO users from each other. These options should be used when using the same XiVO for different enterprises.

Context separation is based on the user’s line context. A user with no line is not the member of any context and will not be able to do anything with the CTI client.

Note

xivo-dird must be restarted to take into account this parameter.

Authentication¶

xivo-ctid uses xivo-auth to authenticate users. The default authentication backend is xivo_user. To change the authentication backend, add a configuration file in /etc/xivo-ctid/conf.d with the following content:

auth:
    backend: backend_name

where backend name is the name of an enabled xivo-auth Backends Plugins.

Presence Option¶

In the Status menu, under Presences, you can edit presences group. The default presence group is francais. When editing a group, you will see a list of presences and their descriptions.

To use another presence group, you can edit the CTI profile you are using and select the appropriate presence group for that profile.

Available configuration¶

Presence name is the name of the presence
Display name is the human readable representation of this presence
Color status is the color associated to this presence
Other reachable statuses is the list of presence that can be switched from this presence state
Actions are post selection actions that are triggered by selecting this presence

Actions¶

action	param
Enable DND	{‘true’,’false’}
Pause agent in all queues
Unpause agent in all queues
Agent logoff

Enable encryption¶

To enable encryption of CTI communications between server and clients, you have to enable STARTTLS in CTI Server ‣ General settings ‣ General

Custom certificates can be added in Configuration ‣ Certificates and used in CTI Server ‣ General settings ‣ General

In your XiVO Client, in the menu XiVO Client ‣ Configure ‣ Connection, click on the lock icon.

Note

A client which chooses to use encryption will not be able to connect to a server that does not have STARTTLS enabled.

Warning

For now, there is no mechanism for strong authentication of the server. The connection is encrypted, but the identity of the server is not verified.

CTI profiles¶

The CTI profiles define which features are made available to a user. You can configure which profile will be used by a user in the menu IPBX ‣ PBX Settings ‣ Users:

You can also customize the default profiles or add new profiles in the menu CTI Server ‣ Profiles:

Xlets¶

To choose which features are available to users using a profile, you have to select which Xlets will be available.

The Position attribute determines how the Xlets will be laid out:

dock will display a Xlet in its own frame. This frame can have some options:
- Floating means that the frame can be detached from the main window of the CTI Client.
- Closable means that the Xlet can be hidden
- Movable means that the Xlet can be moved (either inside the main window or outside)
- Scroll means that the Xlet will display a scroll bar if the Xlet is too large.
grid will display a Xlet inside the main window, and it will not be movable. Multiple grid Xlets will be laid out vertically (the second below the first).
tab will display a Xlet inside a tab of the Xlet Tabber. Thus the Xlet Tabber is required and can’t be in a tab position.

The Number attribute gives the order of the Xlets, beginning with 0. The order applies only to Xlets having the same Position attribute.

Display customer informations¶

Sheet Configuration¶

Sheets can be defined under Services ‣ CTI Server ‣ Models in the web interface. Once a sheet is defined, it has to be assigned to an event in the Services ‣ CTI Server ‣ Events menu.

Model: The model contains the content of the displayed sheet.
Event: Events are actions that trigger the defined sheet. A sheet can be assigned to many events. In that case, the sheet will be raised for each event.

General settings¶

_images/sheets_configuration_general.png

You must give a name to your sheet to be able to select it later.

The Focus checkbox makes the XiVO Client pop up when the sheet is displayed, if the XiVO Client was hidden.

Sheets¶

There are two different ways to configure the contents of the sheet:

creating a custom sheet from the Qt designer. This gives you a total control on the layout of the information and allows you to save and process data entered during or after a call.
listing the different fields and their content. The information will be automatically laid out in a linear fashion and will be read-only.

Custom sheet¶

Configuring the sheet¶

_images/sheets_configuration_sheet_custom.png

The Qt interface field is the path to the UI file created by the Qt Designer. The path can either be a local file on your XiVO starting with file://, or a HTTP URL.

You must add a field with type form and display value qtui for the form to be displayed.

Create a custom sheet with Qt Designer¶

The Qt Designer is part of the Qt development kit and is also available in the Qt Creator. They are available on the Qt project website.

Here is an example of a small form created with Qt Designer.

The Qt Designer screenshot.

_images/sheets_configuration_qtdesigner.png

Warning

In Qt Designer, one must set ‘vertical layout’ on the top widget (right click on the top widget > Lay out > Vertical layout).

You can download the file generated by this example from Qt Designer: example-form.ui

Text fields (QLineEdit, QLabel, QPlainTextEdit) can contain variables that will be substituted. See the variable list for more information.

List of fields¶

Default XiVO sheet example :

Example showing all kinds of fields:

_images/sheets_configuration_sheet_demo.png

Each field is represented by the following parameters :

Field title : name of your line used as label on the sheet.
Field type : define the type of field displayed on the sheet. Supported field types :
- title : to create a title on your sheet
- text : show a text
- url : a simple url link, open your default browser.
- urlx : an url button
- phone : create a tel: link, you can click to call on your sheet.
- form : show the form from an ui predefined. It’s an xml ui. You need to define qtui in display format.
Default value : if given, this value will be used when all substitutions in the display value field fail.
Display value : you can define text, variables or both. See the variable list for more information.

Variables¶

Three kinds of variables are available :

xivo- prefix is reserved and set inside the CTI server:

xivo-where for sheet events, event triggering the sheet

xivo-origin place from where the lookup is requested (did, internal, forcelookup)

xivo-direction incoming or internal

xivo-did DID number

xivo-calleridnum

xivo-calleridname

xivo-calleridrdnis contains information whether there was a transfer

xivo-calleridton Type Of Network (national, international)

xivo-calledidnum

xivo-calledidname

xivo-ipbxid (xivo-astid in 1.1)

xivo-directory : for directory requests, it is the directory database the item has been found

xivo-queuename queue called

xivo-agentnumber agent number called

xivo-date formatted date string

xivo-time formatted time string, when the sheet was triggered

xivo-channel asterisk channel value (for advanced users)

xivo-uniqueid asterisk uniqueid value (for advanced users)

db- prefixed variables are defined when the reverse lookup returns a result.

For example if you want to access to the reverse lookup full name, you need to define a field fullname in the directory definition, mapping to the full name field in your directory. The {db-fullname} will be replaced by the caller full name. Every field of the directory is accessible this way.

dp- prefixed ones are the variables set through the dialplan (through UserEvent application)

For example if you want to access from the dialplan to a variable dp-test you need to add in your dialplan this line (in a subroutine):
UserEvent(dialplan2cti,UNIQUEID: ${UNIQUEID},CHANNEL: ${CHANNEL},VARIABLE: test,VALUE: "Salut")

The {dp-test} displays Salut.

Sending informations during/after a call¶

After showing a sheet, the XiVO Client can also send back information to XiVO for post-processing or archiving.

Here are the requirements:

The sheet must contain a button named save to submit information
Supported widgets:
- QCalendarWidget
- QCheckBox
- QComboBox
- QDateEdit
- QDateTime
- QDateTimeEdit
- QDoubleSpinBox
- QLabel
- QLineEdit
- QList
- QPlainTextEdit
- QRadioButton
- QSpinBox
- QTimeEdit
Fields must have their name starting with XIVOFORM_

If you want to send information that is not visible, you can make the widget invisible on the sheet:

change the maximumWidth or maximumHeight property to 0

edit the .ui file and add the following property to the widget:

<property name="visible">
  <bool>false</bool>
</property>

Systray¶

Mostly the same syntax as the sheet with less field types available (title, body). A Systray popup will display a single title (the last one added to the list of fields) and zero, one or more fields of type ‘body’.

Warning

The popup message on MacOSX works with Growl http://growl.info. We could get simple sheet popup to work using the free Growl Fork http://www.macupdate.com/app/mac/41038/growl-fork Note that this is not officially supported.

Actions¶

The action is for the xivo client, so if you configure an action, please be sure you understand it’s executed by the client. You need to allow this action in the client configuration too (menu XiVO Client -> Configure, tab Functions, tick option Customer Info and in sub-tab Customer Info tick the option Allow the Automatic Opening of URL).

The field in this tab receives the URL that will be displayed in your browser. You can also use variable substitution in this field.

http://example.org/foo opens the URL on the default browser

http://example.org/{xivo-did} opens the URL on the default browser, after substituting the {xivo-did} variable. If the substitution fails, the URL will remain http://example.org/{xivo-did}, i.e. the curly brackets will still be present.

http://example.org/{xivo-did}?origin={xivo-origin} opens the URL on the default browser, after substituting the variables. If at least one of the substitution is successful, the failing substitutions will be replaced by an empty string. For example, if {xivo-origin} is replaced by ‘outcall’ but {xivo-did} is not substituted, the resulting URL will be http://example.org/?origin=outcall

tcp://x.y.z.co.fr:4545/?var1=a1&var2=a2 connects to TCP port 4545 on x.y.z.co.fr, sends the string var1=a1&var2=a2, then closes

udp://x.y.z.co.fr:4545/?var1=a1&var2=a2 connects to UDP port 4545 on x.y.z.co.fr, sends the string var1=a1&var2=a2, then closes

Note

any string that would not be understood as an URL will be handled like and URL it is a process to launch and will be executed as it is written

For tcp:// and udp://, it is a requirement that the string between / and ? is empty. An extension could be to define other serialization methods, if needed.

_images/sheets_configuration_actions.png

Event configuration¶

You can configure a sheet when a specific event is called. For example if you want to receive a sheet when an agent answers to a call, you can choose a sheet model for the Link event.

The following events are available :

Dial: When the member’s phone starts ringing for calls on a group or queue or when the user receives a call

Link: When a user or agent answers a call

Unlink: When a user or agent hangup a call received from a queue

Incoming DID: Received a call in a DID

Hangup: Hangup the call

The informations about a call are displayed via the XiVO Client on forms called sheets.

Example: Display a Web page when an agent answers a call¶

The first step is to assign the URL to a dialplan variable. Go in the Services ‣ IPBX ‣ Configuration files and create a new file called setsheeturl.conf. In this file, put the following:

[setsheeturl]
exten = s,1,NoOp(Starting Set Sheet URL)
same  = n,Set(SHEET_URL_CTI=http://documentation.xivo.solutions)
same  = n,UserEvent(dialplan2cti,UNIQUEID: ${UNIQUEID},CHANNEL: ${CHANNEL},VARIABLE: mysheeturl,VALUE: ${SHEET_URL_CTI})
same  = n,Return()

You can replace documentation.xivo.solutions by the URL you want.

The second step is to set the URL when the call is queued. To do that, we will use a preprocessing subroutine. This is configured in the queue configuration : go to Services ‣ Call center ‣ Queues and edit the queue. Set the field Preprocessing subroutine to setsheeturl (the same as above).

The third step is to configure the sheet to open the wanted URL. Go to Services ‣ CTI Server ‣ Sheets ‣ Models and create a new sheet. Keep the default for everything except the Action tab, add a field and set it to {dp-mysheeturl} (the same as above).

The fourth and final step is to trigger the sheet when the agent answers the queued call. Go to Services ‣ CTI Server ‣ Sheets ‣ Events and link the event Agent linked to the sheet you just created.

That’s it, you can assign agents to your queue, log the agents and make them answer calls with the XiVO Client opened, and your browser should open the specified URL.

Devices¶

Synchronize a device¶

First you have to display the list of devices.

Click on the synchronize button for a device.

List devices

You will see a pop-up to confirm synchronization: Click on the <ok> button.

Alert confirm synchronize

You must wait until the full synchronization process has completed to determine the state returned back from the device. This can take several seconds. It is important to wait and do nothing during this time.

Request synchronization processing

If synchronization is successful, a green information balloon notifies you of success.

Device successfully synchronized

If synchronization fails, a red information balloon warns you of failure.

Error during device synchronization

Synchronize multiple devices¶

Warning

When using multiple synchronization, the individual return states will not be displayed.

Select the devices you want to synchronize by checking the boxes.

Synchronize selected devices

A pop-up will appear requesting confirmation.

Synchronize multiple devices confirmation

Synchronize selected devices confirmation

If mass synchronization was successfully sent to the devices, a green information balloon notifies you of success.

Mass synchronization request sent successfully

Directories¶

This page documents how to add and configure directories from custom sources. Directories added from custom sources can be used for lookup via the directory feature of phones or for reverse lookup on incoming calls.

An example of adding a source and configuring source access is made for each type of source:

XiVO directories¶

This type of directory is used to query the users of a XiVO. On a fresh install, the local XiVO is already configured. The URI field for this type of directory should be the base URL of a xivo-confd server.

This directory type matches the xivo backend in xivo-dird.

Available fields¶

id
agent_id
line_id
firstname
lastname
email
exten
context
mobile_phone_number
userfield
description
voicemail_number

Example¶

Adding a source¶

Configuration ‣ Management ‣ Directories

Configuring source access¶

Here is an example of a configuration where the userfield was used as a free field to store the DID number of the user and the description to store it’s location.

_images/xivo_configure_directory_xivo.png

Services ‣ CTI Server ‣ Directories ‣ Definitions

LDAP¶

XiVO offers the possibility to integrate LDAP servers. Once configured properly, you’ll be able to search your LDAP servers from your XiVO client and from your phones (if they support this feature).

Note

This page describes how to add LDAP servers as sources of contacts. For other sources of contacts, see Directories.

Add a LDAP Server¶

You can add a LDAP server by clicking on the add button at the top right corner of the Configuration ‣ Management ‣ LDAP Servers page. You’ll then be shown this page:

Adding a LDAP server

Enter the following information:

Name: the server’s display name
Host: the hostname or IP address
Port: the port number (default: 389)
Security layer: select SSL if it is activated on your server and you want to use it (default: disabled)
- SSL means TLS/SSL (doesn’t mean StartTLS) and port 636 should then be used
Protocol version: the LDAP protocol version (default: 3)

Warning

When editing an LDAP server, you’ll have to restart the CTI server for the changes to be taken into account.

Notes on SSL/TLS usage¶

If you are using SSL with an LDAP server that is using a CA certificate from an unknown certificate authority, you’ll have to put the certificate file as a single file ending with .crt into /usr/local/share/ca-certificates and run update-ca-certificates.

You also need to make sure that the /etc/ldap/ldap.conf file contains a line TLS_CACERT /etc/ssl/certs/ca-certificates.crt.

After that, restart spawn-fcgi with service spawn-fcgi restart.

Also, make sure to use the FQDN of the server in the host field when using SSL. The host field must match exactly what’s in the CN attribute of the server certificate.

Add a LDAP Filter¶

Next thing to do after adding a LDAP server is to create a LDAP filter via the Services ‣ IPBX configuration ‣ LDAP Filters page.

You can add a LDAP filter by clicking on the add button at the top right of the page. You’ll then be shown this page:

Adding a LDAP Filter

Enter the following information:

Name: the filter’s display name
LDAP server: the LDAP server this filter applies to
User: the dn of the user used to do search requests
Password: the password of the given user
Base DN: the base dn of search requests
Filter: if specified, it replace the default filter

Use a Custom Filter¶

In some cases, you might have to use a custom filter for your search requests instead of the default filter.

In custom filters, occurrence of the pattern %Q is replaced by what the user entered on its phone.

Here’s some examples of custom filters:

cn=*%Q*
&(cn=*%Q*)(mail=*@example.org)
|(cn=*%Q*)(displayName=*%Q*)

Add a Directory Definition¶

The next step is to add a directory defintion for the LDAP filter you just created. See the directories section for more information.

Here’s an example of an LDAP directory definition:

_images/ctiserver_add_ldap_directory_filter.png

Services ‣ IPBX ‣ IPBX configuration ‣ LDAP filters

If a custom filter is defined in the LDAP filter configuration, the fields in direct match will be added to that filter using an &. To only use the filter field of your LDAP filter configuration, do not add any direct match fields in your directory definition.

Example:

Given an LDAP filter with filter st=Canada
Given a directory definition with a direct match cn,o
Then the resulting filter when doing a search will be &(st=Canada)(|(cn=*%Q*)(o=*%Q*))

CSV File directories¶

The source file of the directory must be in CSV format. You will be able to choose the headers and the separator in the next steps. For example, the file will look like:

title|firstname|lastname|displayname|society|mobilenumber|email
mr|Emmett|Brown|Brown Emmett|DMC|5555551234|emmet.brown@dmc.example.com

This directory type matches the csv backend in xivo-dird.

For file directories, the Direct match and the Match reverse directories must be filled with the name of the column used to match entries.

Available fields¶

Available fields are the one’s contained in the CSV file.

Example¶

csv-phonebook.csv:

title|firstname|lastname|displayname|society|phone|email
mr|Emmett|Brown|Brown Emmett|DMC|5555551234|emmet.brown@dmc.example.com
ms|Alice|Wonderland|Wonderland Alice|DMC|5555551235|alice.wonderland@dmc.example.com

Adding a source¶

Configuration ‣ Management ‣ Directories

Configuring source access¶

_images/xivo_configure_directory_csv_file.png

Services ‣ CTI Server ‣ Directories ‣ Definitions

CSV Web service directories¶

The data returned by the Web service must have the same format than the file directory. In the same way, you will be able to choose the headers and the separator in the next step.

This directory type matches the CSV web service backend in xivo-dird.

For web service directories, the Direct match and the Match reverse directories must be filled with the name of the HTTP query parameter that will be used when doing the HTTP requests.

Note that the CSV returned by the Web service is not further processed.

Manual configuration needs to be done to use a secure (SSL) connection. See CSV web service for more details.

Available fields¶

Available fields are the ones contained in the CSV result.

Example¶

http://example.org:8000/ws-phonebook return csv:

title|firstname|lastname|displayname|society|phone|email
mr|Emmett|Brown|Brown Emmett|DMC|5555551234|emmet.brown@dmc.example.com
ms|Alice|Wonderland|Wonderland Alice|DMC|5555551235|alice.wonderland@dmc.example.com

Adding a source¶

_images/xivo_add_directory_csv_web_service.png

Configuration ‣ Management ‣ Directories

Configuring source access¶

Given you have the following directory definition:

Direct match : search
Match reverse directories : phone

When a direct lookup for “Alice” is performed, then the following HTTP request:

GET /ws-phonebook?search=Alice HTTP/1.1

is emitted. When a reverse lookup for “5555551234” is performed, then the following HTTP request:

GET /ws-phonebook?phone=5555551234 HTTP/1.1

is emitted. On the reverse lookup, a filtering is performed on the result. In this example, it should have phone as column.

_images/xivo_configure_directory_csv_web_service.png

Services ‣ CTI Server ‣ Directories ‣ Definitions

Phonebook directories¶

This type of directory source is the internal phonebook of a XiVO. The URI field is the one used to query the phonebook.

This directory type matches the phonebook backend in xivo-dird.

Available fields¶

General phone book section¶

These fields are set in the General tab of the phone book.

phonebook.description
phonebook.displayname
phonebook.email
phonebook.firstname
phonebook.fullname (this value is automatically generated as “<firstname> <lastname>”, e.g. “John Doe”)
phonebook.lastname
phonebook.society
phonebook.title
phonebook.url

Phone numbers¶

These are the different phone numbers that are available

phonebooknumber.fax.number
phonebooknumber.home.number
phonebooknumber.mobile.number
phonebooknumber.office.number
phonebooknumber.other.number

Addresses¶

Each configured address can be accessed

Address uses the following syntax phonebookaddress.[location].[field], e.g. phonebookaddress.office.zipcode.

Locations¶

home
office
other

Fields¶

address1
address2
city
country
state
zipcode

Example¶

Adding a source¶

_images/xivo_add_directory_phonebook.png

Configuration ‣ Management ‣ Directories

URI : http://localhost/service/ipbx/json.php/private/pbx_services/phonebook

Configuring source access¶

Default phonebook is set in Directories -> Definitions -> xivodir.

_images/xivo_configure_directory_phonebook.png

Services ‣ CTI Server ‣ Directories ‣ Definitions

XiVO dird internal phonebook¶

This type of directory source is the internal phonebook of XiVO dird. The URI field is used to connect to the xivo-dird database.

This directory type matches the dird_phonebook backend in xivo-dird.

Example¶

Adding a source¶

_images/xivo_add_directory_dird_phonebook.png

Configuration ‣ Management ‣ Directories

URI : The URI to connect to the xivo-dird database

Tenant : Name of the tenant, the entity is used in the default configuration

Phonebook : Name of the phonebook to use

Configuring available fields¶

Services ‣ CTI Server ‣ Directories ‣ Definitions

Name : Name of this source

Direct match : Fields to match when doing a lookup

Match reverse directories : Fields to match when doing a reverse lookup

Mapped fields : Add fields to be compatible with a configured display

Adding the source to a profile¶

Services ‣ CTI Server ‣ Directories ‣ Direct directories

Directories : Add the new directory source to the profile

Note

Phone IP should be in the authorized subnet to access the directories. See Remote directory.

Adding a source¶

Note

See LDAP for adding this source.

You can add new data sources via the Configuration ‣ Management ‣ Directories page.

Directory name: the name of the directory
Type: there are 4 types of directory:
URI: the data source
Description: (optional) a description of the directory

Configuring source access¶

Go in Services ‣ CTI Server ‣ Directories ‣ Definitions and add a new directory definition.

Name: the name of the directory definition
URI: the data source
Delimiter: (optional) the field delimiter in the data source
Direct match: the list used to match entries for direct lookup (comma separated)
Match reverse directories: (optional) the list used to match entries for reverse lookup (comma separated)
Mapped fields: used to add or modify columns in this directory source
- Fieldname: the identifier for this new field
- Value: a python format string that can be used to modify the data returned from a data source

Reverse lookup¶

It’s possible to do reverse lookups on incoming calls to show a better caller ID name when the caller is in one of our directories.

Reverse lookup will only be tried if at least one of the following conditions is true:

The caller ID name is the same as the caller ID number
The caller ID name is “unknown”

Also, reverse lookup is performed after caller ID number normalization (since XiVO 13.11).

To enable reverse lookup, you need to add an entry in Mapped fields:

Fieldname: reverse
Value: the header of your data source that you want to see as the caller ID on your phone on incoming calls

Example¶

Match reverse directories: phonebooknumber.office.number,phonebooknumber.mobile.number,phonebooknumber.home.number
Fieldname: reverse
Value: phonebook.society

This configuration will show the contact’s company name on the caller ID name, when the incoming call will match office, mobile or home number.

Services ‣ CTI Server ‣ Directories ‣ Definitions

Phone directory¶

Phone directory takes 2 Fieldname by default:

display_name: the displayed name on the phone

phone: the number to call

Examples:¶

You will find below some useful configurations of Mapped fields.

Adding a name field from firstname and lastname¶

Given a configuration where the directory source returns results with fields firstname and lastname . To add a name column to a directory, the administrator would add the following Mapped fields:

Fieldname: name
Value: {firstname} {lastname}

Prefixing a field¶

Given a directory source that need a prefix to be called, a new field can be created from an exising one. To add a prefix 9 to the numbers returned from a source, the administrator would add the following Mapped fields:

Fieldname: number
Value: 9{number}

Adding a static field¶

Sometimes, it can be useful to add a field to the search results. A string can be added without any formatting. To add a directory field to the xivodir directory, the administrator would add the following Mapped fields:

Fieldname: directory
Value: XiVO internal directory

Configuring source display¶

XiVO Client¶

Edit the default display filter or create your own in Services ‣ CTI Server ‣ Directories ‣ Display filters.

Services ‣ CTI Server ‣ Directories ‣ Display filters

Each line in the display filter will result in a header in your XiVO Client.

Field title: text displayed in the header.
Field type: type of the column, this information is used by the XiVO Client. (see type description)
Default value: value that will be used if this field is empty for one of the configured sources.
Field name: name of the field in the directory definitions. The specified names should be available in the configured sources. To add new column name to a directory definition see above.

Phone¶

The only way to configure display phone directory is through XiVO dird configuration.

Adding a directory¶

To include a directory in direct directory definition:

Go to Services ‣ CTI Server ‣ Directories ‣ Direct directories.
Edit your context.
Select your display filter.
Add the directories in the Directories section.

To include a directory in reverse directory definition:

Go to Services ‣ CTI Server ‣ Directories ‣ Reverse directories.
Add the directories to include to reverse lookups in the Related directories section.

Applying changes¶

To reload the directory configuration for XiVO Client, phone lookups and reverse lookups, use one of these methods:

Services ‣ IPBX ‣ Control ‣ Restart Dird server
console service xivo-dird restart

Directed Pickup¶

Directed pickup allows a user to intercept calls made to another user.

For example, if a user with number 1001 is ringing, you can dial *81001 from your phone and it will intercept (i.e. pickup) the call to this user.

The extension prefix used to pickup calls can be changed via the Services ‣ IPBX ‣ IPBX services ‣ Extensions page.

Custom Line Limitation¶

There is a case where directed pickup does not work, which is the following:

Given you have a user U with a line of type "customized"
Given this custom line is using DAHDI technology
Given this user is a member of group G
When a call is made to group G
Then you won't be able to intercept the call made to U by pressing *8<line number of U>

If you find yourself in this situation, you’ll need to write a bit of dialplan.

For example, if you have the following:

a user with a custom line with number 1001 in context default
a custom line with interface DAHDI/g1/5551234

Then add the following, or similar:

[custom_lines]
exten = line1001,1,NoOp()
same  = n,Set(__PICKUPMARK=1001%default)
same  = n,Dial(DAHDI/g1/5551234)
same  = n,Hangup()

And do a dialplan reload in the asterisk CLI.

Then, edit the line of the user and change the interface value to Local/line1001@custom_lines

Note that you’ll need to update your dialplan if you update the number of the line or the context.

Entities¶

Purpose¶

In some cases, as the telephony provider, you want different independent organisations to have their telephony served by your XiVO, e.g. different departments using the same telephony infrastructure, but you do not want each organisation to see or edit the configuration of other organisations.

Configuration¶

In Configuration ‣ Entities, you can create entities, one for each independant organisation.

In Configuration ‣ Users, you can select an entity for each administrator.

Note

Once an entity is linked with an administrator, it can not be deleted. You have to unlink the entity from all administrator to be able to delete it.

For the new entity to be useful, you need to create contexts in this entity. You may need:

an Internal context for users, groups, queues, etc.
an Incall context for incoming calls
an Outcall context for outgoing calls, which should be included in the Internal context for the users to be able to call external numbers

Limitations¶

Global Fields¶

Some fields are globally unique and will collide when the same value is used in different entities:

User CTI login
Agent number
Queue name
Context name

An error message will appear when creating resources with colliding parameters, saying the resource already exists, even if the entity-linked administrator can not see them.

Affected Lists¶

Only the following lists may be filtered by entity:

Lines
Users
Devices
Groups
Voicemails
Conference Rooms
Incoming calls
Call filters
Call pickups
Schedules
Agents
Queues

For the devices:

The filtering only applies to the devices associated with a line.
The devices in autoprov mode or not configured mode are visible by every administrator.

REST API¶

The REST API does not have the notion of entity. When creating a resource without context via REST API, the resource will be associated to an arbitrary entity. Affected resources are:

Contexts
Call filters
Group pickups
Schedules
Users

Fax¶

Fax transmission¶

It’s possible to send faxes from XiVO using the fax Xlet in the XiVO client.

The fax Xlet in the XiVO Client

The file to send must be in PDF format.

Fax reception¶

Adding a fax reception DID¶

If you want to receive faxes from XiVO, you need to add incoming calls definition with the Application destination and the FaxToMail application for every DID you want to receive faxes from.

This applies even if you want the action to be different from sending an email, like putting it on a FTP server. You’ll still need to enter an email address in these cases even though it won’t be used.

Note that, as usual when adding incoming call definitions, you must first define the incoming call range in the used context.

Changing the email body¶

You can change the body of the email sent upon fax reception by editing /etc/xivo/mail.txt.

The following variable can be included in the mail body:

%(dstnum)s: the DID that received the fax

If you want to include a regular percent character, i.e. %, you must write it as %% in mail.txt or an error will occur when trying to do the variables substitution.

The agid service must be restarted to apply changes:

service xivo-agid restart

Changing the email subject¶

You can change the subject of the email sent upon fax reception by editing /etc/xivo/asterisk/xivo_fax.conf.

Look for the [mail] section, and in this section, modify the value of the subject option.

The available variable substitution are the same as for the email body.

The agid service must be restarted to apply changes:

service xivo-agid restart

Changing the email from¶

You can change the from of the email sent upon fax reception by editing /etc/xivo/asterisk/xivo_fax.conf.

Look for the [mail] section, and in this section, modify the value of the email_from option.

The agid service must be restarted to apply changes:

service xivo-agid restart

Changing the email realname¶

You can change the realname of the email sent upon fax reception by editing /etc/xivo/asterisk/xivo_fax.conf.

Look for the [mail] section, and in this section, modify the value of the email_realname option.

The agid service must be restarted to apply changes:

service xivo-agid restart

Using the advanced features¶

The following features are only available via the /etc/xivo/asterisk/xivo_fax.conf configuration file. They are not available from the web-interface.

The way it works is the following:

you first declare some backends, i.e. actions to be taken when a fax is received. A backend name looks like mail, ftp_example_org or printer_office.
once your backends are defined, you can use them in your destination numbers. For example, when someone calls the DID 100, you might want the ftp_example_org and mail backend to be run, but otherwise, you only want the mail backend to be run.

Here’s an example of a valid /etc/xivo/asterisk/xivo_fax.conf configuration file:

[general]
tiff2pdf = /usr/bin/tiff2pdf
mutt = /usr/bin/mutt
lp = /usr/bin/lp

[mail]
subject = FAX reception to %(dstnum)s
content_file = /etc/xivo/mail.txt
email_from = no-reply+fax@xivo.solutions
email_realname = Service Fax

[ftp_example_org]
host = example.org
username = foo
password = bar
directory = /foobar

[dstnum_default]
dest = mail

[dstnum_100]
dest = mail, ftp_example_org

The section named dstnum_default will be used only if no DID-specific actions are defined.

After editing /etc/xivo/asterisk/xivo_fax.conf, you need to restart the agid server for the changes to be applied:

service xivo-agid restart

Using the FTP backend¶

The FTP backend is used to send a PDF version of the received fax to an FTP server.

An FTP backend is always defined in a section beginning with the ftp prefix. Here’s an example for a backend named ftp_example_org:

[ftp_example_org]
host = example.org
port = 2121
username = foo
password = bar
directory = /foobar
convert_to_pdf = 0

The port option is optional and defaults to 21.

The directory option is optional and if not specified, the document will be put in the user’s root directory.

The convert_to_pdf option is optional and defaults to 1. If it is set to 0, the TIFF file will not be converted to PDF before being sent to the FTP server.

The uploaded file are named like ${XIVO_SRCNUM}-${EPOCH}.pdf.

Using the printer backend¶

To use the printer backend, you must have the cups-client package installed on your XiVO:

$ apt-get install cups-client

The printer backend uses the lp command to print faxes.

A printer backend is always defined in a section beginning with the printer prefix. Here’s an example for a backend named printer_office:

[printer_office]
name = office
convert_to_pdf = 1

When a fax will be received, the system command lp -d office <faxfile> will be executed.

The convert_to_pdf option is optional and defaults to 1. If it is set to 0, the TIFF file will not be converted to PDF before being printed.

Warning

You need a CUPS server set up somewhere on your network.

Using the mail backend¶

By default, a mail backend named mail is defined. You can define more mail backends if you want. Just look what the default mail backend looks like.

Fax detection¶

XiVO does not currently support Fax Detection. A workaround is described in the Fax detection section.

Using analog gateways¶

XiVO is able to provision Cisco SPA122 and Linksys SPA2102, SPA3102 and SPA8000 analog gateways which can be used to connect fax equipments. This section describes the creation of custom template for SPA3102 which modifies several parameters.

Note

With SPA ATA plugins >= v0.8, you should not need to follow this section anymore since all of these parameters are now set in the base templates of all, except for Echo_Canc_Adapt_Enable, Echo_Supp_Enable, Echo_Canc_Enable.

Note

Be aware that most of the parameters are or could be country specific, i.e. :

Preferred Codec,
FAX Passthru Codec,
RTP Packet Size,
RTP-Start-Loopback Codec,
Ring Waveform,
Ring Frequency,
Ring Voltage,
FXS Port Impedance

Create a custom template for the SPA3102 base template:

cd /var/lib/xivo-provd/plugins/xivo-cisco-spa3102-5.1.10/var/templates/
cp ../../templates/base.tpl .

Add the following content before the </flat-profile> tag:

<!-- CUSTOM TPL - for faxes - START -->

{% for line_no, line in sip_lines.iteritems() %}
<!-- Dial Plan: L{{ line_no }} -->
<Dial_Plan_{{ line_no }}_ ua="na">([x*#].)</Dial_Plan_{{ line_no }}_>

<Call_Waiting_Serv_{{ line_no }}_ ua="na">No</Call_Waiting_Serv_{{ line_no }}_>
<Three_Way_Call_Serv_{{ line_no }}_ ua="na">No</Three_Way_Call_Serv_{{ line_no }}_>

<Preferred_Codec_{{ line_no }}_ ua="na">G711a</Preferred_Codec_{{ line_no }}_>
<Silence_Supp_Enable_{{ line_no }}_ ua="na">No</Silence_Supp_Enable_{{ line_no }}_>
<Echo_Canc_Adapt_Enable_{{ line_no }}_ ua="na">No</Echo_Canc_Adapt_Enable_{{ line_no }}_>
<Echo_Supp_Enable_{{ line_no }}_ ua="na">No</Echo_Supp_Enable_{{ line_no }}_>
<Echo_Canc_Enable_{{ line_no }}_ ua="na">No</Echo_Canc_Enable_{{ line_no }}_>
<Use_Pref_Codec_Only_{{ line_no }}_ ua="na">yes</Use_Pref_Codec_Only_{{ line_no }}_>
<DTMF_Tx_Mode_{{ line_no }}_ ua="na">Normal</DTMF_Tx_Mode_{{ line_no }}_>

<FAX_Enable_T38_{{ line_no }}_ ua="na">Yes</FAX_Enable_T38_{{ line_no }}_>
<FAX_T38_Redundancy_{{ line_no }}_ ua="na">1</FAX_T38_Redundancy_{{ line_no }}_>
<FAX_Passthru_Method_{{ line_no }}_ ua="na">ReINVITE</FAX_Passthru_Method_{{ line_no }}_>
<FAX_Passthru_Codec_{{ line_no }}_ ua="na">G711a</FAX_Passthru_Codec_{{ line_no }}_>
<FAX_Disable_ECAN_{{ line_no }}_ ua="na">yes</FAX_Disable_ECAN_{{ line_no }}_>
<FAX_Tone_Detect_Mode_{{ line_no }}_ ua="na">caller or callee</FAX_Tone_Detect_Mode_{{ line_no }}_>

<Network_Jitter_Level_{{ line_no }}_ ua="na">very high</Network_Jitter_Level_{{ line_no }}_>
<Jitter_Buffer_Adjustment_{{ line_no }}_ ua="na">disable</Jitter_Buffer_Adjustment_{{ line_no }}_>
{% endfor %}

<!-- SIP Parameters -->
<RTP_Packet_Size ua="na">0.020</RTP_Packet_Size>
<RTP-Start-Loopback_Codec ua="na">G711a</RTP-Start-Loopback_Codec>

<!-- Regional parameters -->
<Ring_Waveform ua="rw">Sinusoid</Ring_Waveform> <!-- options: Sinusoid/Trapezoid -->
<Ring_Frequency ua="rw">50</Ring_Frequency>
<Ring_Voltage ua="rw">85</Ring_Voltage>

<FXS_Port_Impedance ua="na">600+2.16uF</FXS_Port_Impedance>
<Caller_ID_Method ua="na">Bellcore(N.Amer,China)</Caller_ID_Method>
<Caller_ID_FSK_Standard ua="na">bell 202</Caller_ID_FSK_Standard>

<!-- CUSTOM TPL - for faxes - END -->

Reconfigure the devices with:

xivo-provd-cli -c 'devices.using_plugin("xivo-cisco-spa3102-5.1.10").reconfigure()'

Then reboot the devices:

xivo-provd-cli -c 'devices.using_plugin("xivo-cisco-spa3102-5.1.10").synchronize()'

Most of this template can be copy/pasted for a SPA2102 or SPA8000.

Using a SIP Trunk¶

Fax transmission, to be successful, MUST use G.711 codec. Fax streams cannot be encoded with lossy compression codecs (like G.729a).

That said, you may want to establish a SIP trunk using G.729a for all other communications to save bandwith. Here’s a way to be able to receive a fax in this configuration.

Note

There are some prerequisites:

your SIP Trunk must offer both G.729a and G.711 codecs
your fax users must have a customized outgoing calleridnum (for the codec change is based on this variable)

We assume that outgoing call rules and fax users with their DID are created

Create the file /etc/asterisk/extensions_extra.d/fax.conf with the following content:

;; For faxes :
; The following subroutine forces inbound and outbound codec to alaw.
; For outbound codec selection we must set the variable with inheritance.
; Must be set on each Fax DID
[pre-incall-fax]
exten = s,1,NoOp(### Force alaw codec on both inbound (operator side) and outbound (analog gw side) when calling a Fax ###)
exten = s,n,Set(SIP_CODEC_INBOUND=alaw)
exten = s,n,Set(__SIP_CODEC_OUTBOUND=alaw)
exten = s,n,Return()

; The following subroutine forces outbound codec to alaw based on outgoing callerid number
; For outbound codec selection we must set the variable with inheritance.
; Must be set on each outgoing call rule
[pre-outcall-fax]
exten = s,1,NoOp(### Force alaw codec if caller is a Fax ###)
exten = s,n,GotoIf($["${CALLERID(num)}" = "0112697845"]?alaw:)
exten = s,n,GotoIf($["${CALLERID(num)}" = "0112697846"]?alaw:end)
exten = s,n(alaw),Set(__SIP_CODEC_OUTBOUND=alaw)
exten = s,n(end),Return()

For each Fax users’ DID add the following string in the Preprocess subroutine field:
```
pre-incall-fax
```
For each Outgoing call rule add the the following string in the Preprocess subroutine field:
```
pre-outcall-fax
```

Graphics¶

The Services/Graphics section gives a historical overview of a XiVO system’s activity based on snapshots recorded every 5 minutes. Graphics are available for the following resources :

CPU
Entropy
Interruptions
IRQ Stats
System Load
Memory Usage
Open Files
Open Inodes
Swap Usage

Each section is presented as a series of 4 graphics : daily, weekly, monthly and yearly history. Each graphic can be clicked on to zoom. All information presented is read only.

Groups¶

Groups are used to be able to call a set or users.

Group name cannot be general reserved in asterisk configuration.

Group Pickup¶

Pickup groups allow users to intercept calls directed towards other users of the group. This is done either by dialing a special extension or by pressing a function key.

Quick Summary¶

In order to be able to use group pickup you have to:

Create a pickup group
Enable an extension to intercept calls
Add a function key to interceptors

Creating a Pickup Group¶

Pickup groups can be created in the Services ‣ IPBX ‣ Call management ‣ Call pickups page.

In the general tab, you can define a name and a description for the pickup group. In the Interceptors tab, you can define a list of users, groups or queues that can intercept calls. In the Intercepted tab, you can define a list of users, groups or queues that can be intercepted.

Enabling an Interception Extension¶

The pickup extension can be defined in the Services ‣ IPBX ‣ IPBX services ‣ Extensions page.

The extension used by group pickup is called Group interception it’s default value is *8.

Warning

The extension must be enabled even if a function key is used.

Adding a Function Key to an Interceptor¶

To assign a function to an interceptor, go to Services ‣ IPBX ‣ IPBX settings ‣ Users, edit an interceptor and go to the Func Keys tab.

Add a new function key of type Group Interception and save.

Incall¶

General Configuration¶

You can configure incoming calls settings in Services ‣ IPBX ‣ Call Management ‣ Incoming calls.

DID Configuration¶

When a “+” character is prepended a called DID, the “+” character is discarded.

Example:

Bob has a DID with number 1000. Alice can call Bob by dialing either 1000 or +1000, without configuring another DID.

Interconnections¶

Interconnect two XiVO directly¶

Situation diagram

Interconnecting two XiVO will allow you to send and receive calls between the users configured on both sides.

The steps to configure the interconnections are:

Establish the trunk between the two XiVO, that is the SIP connection between the two servers
Configure outgoing calls on the server(s) used to emit calls
Configure incoming calls on the server(s) used to receive calls

For now, only SIP interconnections have been tested.

Establish the trunk¶

The settings below allow a trunk to be used in both directions, so it doesn’t matter which server is A and which is B.

Consider XiVO A wants to establish a trunk with XiVO B.

On XiVO B, go on page Services ‣ IPBX ‣ Trunk management ‣ SIP Protocol, and create a SIP trunk:

Name : xivo-trunk
Username: xivo-trunk
Password: pass
Connection type: Friend
IP addressing type: Dynamic
Context: <see below>

Note

For the moment, Name and Username need to be the same string.

The Context field will determine which extensions will be reachable by the other side of the trunk:

If Context is set to default, then every user, group, conf room, queue, etc. that have an extension if the default context will be reachable directly by the other end of the trunk. This setting can ease configuration if you manage both ends of the trunk.
If you are establishing a trunk with a provider, you probably don’t want everything to be available to everyone else, so you can set the Context field to Incalls. By default, there is no extension available in this context, so we will be able to configure which extension are reachable by the other end. This is the role of the incoming calls: making bridges from the Incalls context to other contexts.

On XiVO A, create the other end of the SIP trunk on the Services ‣ IPBX ‣ Trunk management ‣ SIP Protocol:

Name: xivo-trunk
Username: xivo-trunk
Password: pass
Identified by: Friend
Connection type: Static
Address: <XiVO B IP address or hostname>
Context: Incalls

Register tab:

Register: checked
Transport: udp
Username: xivo-trunk
Password: pass
Remote server: <XiVO B IP address or hostname>

On both XiVO, activate some codecs, Services ‣ IPBX ‣ General Settings ‣ SIP protocol, tab Signaling:

Enabled codecs: at least GSM (audio)

Warning

Without customizing the codecs, problems with sound quality or one-way sound may occur.

At that point, the Asterisk command sip show registry on XiVO B should print a line showing that XiVO A is registered, meaning your trunk is established.

Set the outgoing calls¶

The outgoing calls configuration will allow XiVO to know which extensions will be called through the trunk.

On the call emitting server(s), go on the page Services ‣ IPBX ‣ Call management ‣ Outgoing calls and add an outgoing call.

Tab General:

Trunks: xivo-trunk

Tab Exten:

Exten: **99. (note the period at the end)
Stripnum: 4

This will tell XiVO: if any extension begins with **99, then try to dial it on the trunk xivo-trunk, after removing the 4 first characters (the **99 prefix).

The most useful special characters to match extensions are:

. (period): will match one or more characters
X: will match only one character

You can find more details about pattern matching in Asterisk (hence in XiVO) on the Asterisk wiki.

Set the incoming calls¶

Now that we have calls going out from a XiVO, we need to route incoming calls on the XiVO destination.

Note

This step is only necessary if the trunk is linked to an Incoming calls context.

To route an incoming call to the right destination in the right context, we will create an incoming call in Services ‣ IPBX ‣ Call management ‣ Incoming calls.

Tab General:

DID: 101
Context: Incalls
Destination: User
Redirect to: someone

This will tell XiVO: if you receive an incoming call to the extension 101 in the context Incalls, then route it to the user someone. The destination context will be found automatically, depending on the context of the line of the given user.

So, with the outgoing call set earlier on XiVO A, and with the incoming call above set on XiVO B, a user on XiVO A will dial **99101, and the user someone will ring on XiVO B.

Interconnect XiVO with a known SIP Provider¶

Connection to global telephony network can be configured automatically in this version of XiVO. For instructions how to configure it manually, see Interconnect XiVO with any VoIP provider.

Requirements¶

This is a premium feature that is not included in XiVO and is not freely available. To enable it, please contact XiVO.Solutions customer support.

Overview¶

The SIP provider configuration can be applied from the SIP provider page.

On this page, you will not see all the settings that will be applied, but only those that must be personalised.

These settings will apply when you save the form:

SIP trunk with the settings required by the provider will be created
Data entered to the form will be included in the trunk
If it is required by the provider, other XiVO settings will be changed. These settings can’t be reverted by removing the trunk

Installation¶

Open SIP Provider page from menu Services ‣ IPBX ‣ Trunk management ‣ SIP Provider
Choose provider
Fill up the form
Save
Some manual steps may be required to complete the configuration

Interconnect XiVO with any VoIP provider¶

When you want to send and receive calls to the global telephony network, one option is to subscribe to a VoIP provider. To receive calls, your XiVO needs to tell your provider that it is ready and to which IP the calls must be sent. To send calls, your XiVO needs to authenticate itself, so that the provider knows that your XiVO is authorized to send calls and whose account must be credited with the call fare.

The steps to configure the interconnections are:

Establish the trunk between the two XiVO, that is the SIP connection between the two servers
Configure outgoing calls on the server(s) used to emit calls
Configure incoming calls on the server(s) used to receive calls

Establish the trunk¶

You need the following information from your provider:

a username
a password
the name of the provider VoIP server
a public phone number

On your XiVO, go on page Services ‣ IPBX ‣ Trunk management ‣ SIP Protocol, and create a SIP/IAX trunk:

Name : provider_username
Username: provider_username
Password: provider_password
Connection type: Peer
IP addressing type: voip.provider.example.com
Context: Incalls (or another incoming call context)

Register tab:

Register: checked
Transport: udp
Name: provider_username
Username: provider_username
Password: provider_password
Remote server: voip.provider.example.com

Note

For the moment, Name and Username need to be the same value.

If your XiVO is behind a NAT device or a firewall, you should set the following:

Monitoring: Yes

This option will make Asterisk send a signal to the VoIP provider server every 60 seconds (default settings), so that NATs and firewall know the connection is still alive. If you want to change the value of this cycle period, you have to select the appropriate value of the following parameter:

Qualify Frequency:

At that point, the Asterisk command sip show registry should print a line showing that you are registered, meaning your trunk is established.

Set the outgoing calls¶

The outgoing calls configuration will allow XiVO to know which extensions will be called through the trunk.

Go on the page Services ‣ IPBX ‣ Call management ‣ Outgoing calls and add an outgoing call.

Tab General:

Trunks: provider_username

Tab Exten:

Exten: 418. (note the period at the end)

This will tell XiVO: if an internal user dials a number beginning with 418, then try to dial it on the trunk provider_username.

The most useful special characters to match extensions are:

. (period): will match one or more characters
X: will match only one character

You can find more details about pattern matching in Asterisk (hence in XiVO) on the Asterisk wiki.

Set the incoming calls¶

Now that we have calls going out, we need to route incoming calls.

To route an incoming call to the right destination in the right context, we will create an incoming call in Services ‣ IPBX ‣ Call management ‣ Incoming calls.

Tab General:

DID: your_public_phone_number
Context: Incalls (the same than configured in the trunk)
Destination: User
Redirect to: the_front_desk_guy

This will tell XiVO: if you receive an incoming call to the public phone number in the context Incalls, then route it to the user the_front_desk_guy. The destination context will be found automatically, depending on the context of the line of the given user.

Interconnect XiVO with a PBX via an ISDN link¶

The goal of this architecture can be one of:

start a smooth migration between an old telephony system towards IP telephony with XiVO
bring new features to the PBX like voicemail, conference, IVR etc.

First, XiVO is to be integrated transparently between the operator and the PBX. Then users or features are to be migrated from the PBX to the XiVO.

Warning

It requires a special call routing configuration on both the XiVO and the PBX.

Interconnect XiVO with a PBX

Hardware¶

General uses¶

You must have an ISDN card able to support both the provider and PBX ISDN links.

Example : If you have two provider links towards the PBX, XiVO should have a 4 spans card : two towards the provider, and two towards the PBX.

If you use two cards¶

If you use two cards, you have to :

Use a cable for clock synchronization between the cards
Configure the wheel to define the cards order in the system.

Please refer to the section Sync cable

Configuration¶

You have now to configure two files :

/etc/dahdi/system.conf
/etc/asterisk/dahdi-channels.conf

system.conf¶

You mainly need to configure the timing parameter on each span. As a general rule :

Provider span - XiVO will get the clock from the provider : the timing value is to be different from 0 (see /etc/dahdi/system.conf section)
PBX span - XiVO will provide the clock to the PBX : the timing value is to be set to 0 (see /etc/dahdi/system.conf section)

Below is an example with two provider links and two PBX links:

# Span 1: TE4/0/1 "TE4XXP (PCI) Card 0 Span 1" (MASTER)
span=1,1,0,ccs,hdb3         # Span towards Provider
bchan=1-15,17-31
dchan=16
echocanceller=mg2,1-15,17-31

# Span 2: TE4/0/2 "TE4XXP (PCI) Card 0 Span 2"
span=2,2,0,ccs,hdb3         # Span towards Provider
bchan=32-46,48-62
dchan=47
echocanceller=mg2,32-46,48-62

# Span 3: TE4/0/3 "TE4XXP (PCI) Card 0 Span 3"
span=3,0,0,ccs,hdb3         # Span towards PBX
bchan=63-77,79-93
dchan=78
echocanceller=mg2,63-77,79-93

# Span 4: TE4/0/4 "TE4XXP (PCI) Card 0 Span 4"
span=4,0,0,ccs,hdb3         # Span towards PBX
bchan=94-108,110-124
dchan=109
echocanceller=mg2,94-108,110-124

dahdi-channels.conf¶

In the file /etc/asterisk/dahdi-channels.conf you need to adjust, for each span :

group : the group number (e.g. 0 for provider links, 2 for PBX links),
context : the context (e.g. from-extern for provider links, from-pabx for PBX links)
signalling : pri_cpe for provider links, pri_net for PBX side

Warning

most of the PBX uses overlap dialing for some destination (digits are sent one by one instead of by block). In this case, the overlapdial parameter has to be activated on the PBX spans:

overlapdial = incoming

Below an example of /etc/asterisk/dahdi-channels.conf:

; Span 1: TE4/0/1 "TE4XXP (PCI) Card 0 Span 1" (MASTER)
group=0,11
context=from-extern
switchtype = euroisdn
signalling = pri_cpe
channel => 1-15,17-31

; Span 2: TE4/0/2 "TE4XXP (PCI) Card 0 Span 2"
group=0,12
context=from-extern
switchtype = euroisdn
signalling = pri_cpe
channel => 32-46,48-62

; PBX link #1
; Span 3: TE4/0/3 "TE2XXP (PCI) Card 0 Span 3"
group=2,13
context=from-pabx     ; special context for PBX incoming calls
overlapdial=incoming  ; overlapdial activation
switchtype = euroisdn
signalling = pri_net  ; behave as the NET termination
channel => 63-77,79-93

; PBX link #2
; Span 4: TE4/0/4 "T4XXP (PCI) Card 0 Span 4"
group=2,14
context=from-pabx     ; special context for PBX incoming calls
overlapdial=incoming  ; overlapdial activation
switchtype = euroisdn
signalling = pri_net  ; behave as the NET termination
channel => 94-108,110-124

Passthru function¶

Route PBX incoming calls¶

We first need to create a route for calls coming from the PBX

# Create a file named pbx.conf in the directory /etc/asterisk/extensions_extra.d/, # Add the following lines in the file:

[from-pabx]
exten = _X.,1,NoOp(### Call from PBX ${CARLLERID(num)} towards ${EXTEN} ###)
exten = _X.,n,Goto(default,${EXTEN},1)

This dialplan routes incoming calls from the PBX in the default context of XiVO. It enables call from the PBX : * towards a SIP phone (in default context) * towards outgoing destniation (via the to-extern context included in default context)

Create the to-pabx context¶

In the webi, create a context named to-pabx:

Name : to-pabx
Display Name : TO PBX
Context type : Outcall
Include sub-contexts : No context inclusion

This context will permit to route incoming calls from the XiVO to the PBX.

Route incoming calls to PBX¶

In our example, incoming calls on spans 1 and 2 (spans pluged to the provider) are routed by from-extern context. We are going to create a default route to redirect incoming calls to the PBX.

Create an incoming call as below :

DID : XXXX (according to the number of digits sent by the provider)
Context : Incoming calls
Destination : Customized
Command : Goto(to-pabx,${XIVO_DSTNUM},1)

Create the interconnections¶

You have to create two interconnections :

provider side : dahdi/g0
PBX side : dahdi/g2

In the menu Services ‣ IPBX ‣ Trunk management ‣ Customized page :

Name : t2-operateur
Interface : dahdi/g0
Context : to-extern

The second interconnection :

Name : t2-pabx
Interface : dahdi/g2
Context : to-pabx

Create outgoing calls¶

You must create two rules of outgoing calls in the menu Services ‣ IPBX ‣ Call management ‣ Outgoing calls page :

Redirect calls to the PBX :

Name : fsc-pabx
Context : to-pabx
Trunks : choose the t2-pabx interconnection

In the extensions tab :

Exten : XXXX

Create a rule “fsc-operateur”:

Name : fsc-operateur
Context : to-extern
Trunks : choose the “t2-operateur” interconnection

In the extensions tab:

exten = X.

Create an interconnection¶

There are three types of interconnections :

Customized
SIP
IAX

Customized interconnections¶

Customized interconnections are mainly used for interconnections using DAHDI or Local channels:

Name : it is the name which will appear in the outcall interconnections list,
Interface : this is the channel name (for DAHDI see DAHDI interconnections)
Interface suffix (optional) : a suffix added after the dialed number (in fact the Dial command will dial:
```
<Interface>/<EXTEN><Interface suffix>
```
Context : currently not relevant

SIP interconnections¶

General, Signaling and Advanced tabs create the SIP peer information
Register tab creates the registration chain

Note

in XiVO PBX Web interface slash “/” character is not supported in the password field.

DAHDI interconnections¶

To use your DAHDI links you must create a customized interconnection.

Name : the name of the interconnection like e1_span1 or bri_port1

Interface : must be of the form dahdi/[group order][group number] where :

group order is one of :
- g : pick the first available channel in group, searching from lowest to highest,
- G : pick the first available channel in group, searching from highest to lowest,
- r : pick the first available channel in group, going in round-robin fashion (and remembering where it last left off), searching from lowest to highest,
- R : pick the first available channel in group, going in round-robin fashion (and remembering where it last left off), searching from highest to lowest.
group number is the group number to which belongs the span as defined in the /etc/asterisk/dahdi-channels.conf.

Warning

if you use a BRI card you MUST use per-port dahdi groups. You should not use a group like g0 which spans over several spans.

For example, add an interconnection to the menu Services ‣ IPBX ‣ Trunk management ‣ Customized

Name : interconnection name
Interface : dahdi/g0

Debug¶

Interesting Asterisk commands:

sip show peers
sip show registry
sip set debug on

Caller ID¶

When setting up an interconnection with the public network or another PBX, it is possible to set a caller ID in different places. Each way to configure a caller ID has it’s own use case.

The format for a caller ID is the following "My Name" <9999> If you don’t set the number part of the caller ID, the dialplan’s number will be used instead. This might not be a good option in most cases. If you only need to set a number as an outgoing caller ID, you just have to put the number in the caller ID field like 0123456789.

Outgoing call caller ID¶

There are several behavior for the outgoing caller ID.

Use internal caller ID¶

When you create an outgoing call, it’s possible to set it to internal, using the check box in the outgoing call configuration menu. When this option is activated, the internal caller’s caller ID will be forwarded to the trunk. This option is useful when the other side of the trunk can reach the user with it’s caller ID number.

Use outgoing caller ID¶

When the internal caller’s caller ID is not usable to the called party, the outgoing call’s caller id can be fixed to a given value that is more useful to the outside world. Giving the public number here might be a good idea.

A user can also have a forced caller ID for outgoing calls. This can be useful for a user who has his own public number (DID number). This option can be set in the user’s configuration page. For this, the Outgoing Caller ID option must be set to Customize.

The user can also set his outgoing caller ID to Anonymous.

If you use a SIP provider trunk, and if your provider supports the RFC3325 for Anonymous calls, you have to set the Send the Remote-Party-ID option of your SIP trunk to PAI:

Services ‣ Trunk management ‣ SIP Protocol ‣ Edit ‣ tab Advanced
set parameter Send the Remote-Party-ID to PAI

With this option anonymous calls will be sent to your SIP provider with the RFC 3325 standard. Note that in this case, the P-Asserted-Identity SIP Header will contain the Outgoing caller ID number if set. Otherwise it will use the user’s internal caller id, which not a good idea. So you should configure a default caller ID in the outgoing call.

Order of precedence¶

The order of precedence when setting the caller ID in multiple places is the following.

Internal
User’s outgoing caller ID
Outgoing call caller ID
Default caller ID

Interactive Voice Response¶

Introduction¶

Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad. In telecommunications, IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the IVR dialogue.

—Wikipedia

The IVR function is not yet available in graphic mode in XiVO. This functionality is currently supported using scripts, also named dialplan.

Use Case: Minimal IVR¶

Flowchart¶

Configuration File and Dialplan¶

First step, you need to create a configuration file, that contain an asterisk context and your IVR dialpan. In our example, both (file and context) are named dp-ivr-example.

Copy all these lines in the newly created configuration file (in our case, dp-ivr-example) :

[dp-ivr-example]

exten = s,1,NoOp(### dp-ivr-example.conf ###)
same = n,NoOp(Set the context containing your ivr destinations.)
same = n,Set(IVR_DESTINATION_CONTEXT=my-ivr-destination-context)
same = n,NoOp(Set the directory containing your ivr sounds.)
same = n,Set(GV_DIRECTORY_SOUNDS=/var/lib/xivo/sounds/ivr-sounds)
same = n,NoOp(the system answers the call and waits for 1 second before continuing)
same = n,Answer(1000)

same = n,NoOp(the system plays the first part of the audio file "welcome to ...")
same = n(first),Playback(${GV_DIRECTORY_SOUNDS}/ivr-example-welcome-sound)

same = n,NoOp(variable "counter" is set to 0)
same = n(beginning),Set(counter=0)

same = n,NoOp(variable "counter" is incremented and the label "start" is defined)
same = n(start),Set(counter=$[${counter} + 1])

same = n,NoOp(counter variable is now = ${counter})
same = n,NoOp(waiting for 1 second before reading the message that indicate all choices)
same = n,Wait(1)
same = n,NoOp(play the message ivr-example-choices that contain all choices)
same = n,Background(${GV_DIRECTORY_SOUNDS}/ivr-example-choices)
same = n,NoOp(waiting for DTMF during 5s)
same = n,Waitexten(5)

;##### CHOICE 1 #####
exten = 1,1,NoOp(pressed digit is 1, redirect to 8000 in ${IVR_DESTINATION_CONTEXT} context)
exten = 1,n,Goto(${IVR_DESTINATION_CONTEXT},8000,1)

;##### CHOICE 2 #####
exten = 2,1,NoOp(pressed digit is 2, redirect to 8833 in ${IVR_DESTINATION_CONTEXT} context)
exten = 2,n,Goto(${IVR_DESTINATION_CONTEXT},8833,1)

;##### CHOICE 3 #####
exten = 3,1,NoOp(pressed digit is 3, redirect to 8547 in ${IVR_DESTINATION_CONTEXT} context)
exten = 3,n,Goto(${IVR_DESTINATION_CONTEXT},8547,1)

;##### CHOICE 4 #####
exten = 4,1,NoOp(pressed digit is 4, redirect to start label in this context)
exten = 4,n,Goto(s,start)

;##### TIMEOUT #####
exten = t,1,NoOp(no digit pressed for 5s, process it like an error)
exten = t,n,Goto(i,1)

;##### INVALID CHOICE #####
exten = i,1,NoOp(if counter variable is 3 or more, then goto label "error")
exten = i,n,GotoIf($[${counter}>=3]?error)
exten = i,n,NoOp(pressed digit is invalid and less than 3 errors: the guide ivr-exemple-invalid-choice is now played)
exten = i,n,Playback(${GV_DIRECTORY_SOUNDS}/ivr-example-invalid-choice)
exten = i,n,Goto(s,start)
exten = i,n(error),Playback(${GV_DIRECTORY_SOUNDS}/ivr-example-error)
exten = i,n,Hangup()

IVR external dial¶

To call the script dp-ivr-example from an external phone, you must create an incoming call and redirect the call to the script dp-ivr-example with the command :

Goto(dp-ivr-example,s,1)

IVR internal dial¶

To call the script dp-ivr-example from an internal phone you must create an entry in the default context (xivo-extrafeatures is included in default). The best way is to add the extension in the file xivo-extrafeatures.conf.

exten => 8899,1,Goto(dp-ivr-example,s,1)

Use Case: IVR with a schedule¶

In many cases, you need to associate your IVR to a schedule to indicate when your company is closed.

Flowchart¶

Create Schedule¶

First step, create your schedule (1) from the menu Call management ‣ Schedules. In the General tab, give a name (3) to your schedule and configure the open hours (4) and select the sound which is played when the company is closed.

In the Closed hours tab (6), configure all special closed days (7) and select the sound that indicate to the caller that the company is exceptionally closed.

The IVR script is now only available during workdays.

Assign Schedule to Incall¶

Return editing your Incall (Call management ‣ Incoming calls) and assign the newly created schedule in the “Schedules” tab

Use Case: IVR with submenu¶

Flowchart¶

Configuration File and Dialplan¶

Copy all these lines (2 contexts) in a configuration file on your XiVO server :

[dp-ivr-example]

exten = s,1,NoOp(### dp-ivr-example.conf ###)
same = n,NoOp(Set the context containing your ivr destinations.)
same = n,Set(IVR_DESTINATION_CONTEXT=my-ivr-destination-context)
same = n,NoOp(Set the directory containing your ivr sounds.)
same = n,Set(GV_DIRECTORY_SOUNDS=/var/lib/xivo/sounds/ivr-sounds)
same = n,NoOp(the system answers the call and waits for 1 second before continuing)
same = n,Answer(1000)

same = n,NoOp(the system plays the first part of the audio file "welcome to ...")
same = n(first),Playback(${GV_DIRECTORY_SOUNDS}/ivr-example-welcome-sound)

same = n,NoOp(variable "counter" is set to 0)
same = n(beginning),Set(counter=0)

same = n,NoOp(variable "counter" is incremented and the label "start" is defined)
same = n(start),Set(counter=$[${counter} + 1])

same = n,NoOp(counter variable is now = ${counter})
same = n,NoOp(waiting for 1 second before reading the message that indicate all choices)
same = n,Wait(1)
same = n,NoOp(play the message ivr-example-choices that contain all choices)
same = n,Background(${GV_DIRECTORY_SOUNDS}/ivr-example-choices)
same = n,NoOp(waiting for DTMF during 5s)
same = n,Waitexten(5)

;##### CHOICE 1 #####
exten = 1,1,NoOp(pressed digit is 1, redirect to 8000 in ${IVR_DESTINATION_CONTEXT} context)
exten = 1,n,Goto(${IVR_DESTINATION_CONTEXT},8000,1)

;##### CHOICE 2 #####
exten = 2,1,NoOp(pressed digit is 2, redirect to 8833 in ${IVR_DESTINATION_CONTEXT} context)
exten = 2,n,Goto(${IVR_DESTINATION_CONTEXT},8833,1)

;##### CHOICE 3 #####
exten = 3,1,NoOp(pressed digit is 3, redirect to the submenu dp-ivr-submenu)
exten = 3,n,Goto(dp-ivr-submenu,s,1)


;##### CHOICE 4 #####
exten = 4,1,NoOp(pressed digit is 4, redirect to start label in this context)
exten = 4,n,Goto(s,start)

;##### TIMEOUT #####
exten = t,1,NoOp(no digit pressed for 5s, process it like an error)
exten = t,n,Goto(i,1)

;##### INVALID CHOICE #####
exten = i,1,NoOp(if counter variable is 3 or more, then goto label "error")
exten = i,n,GotoIf($[${counter}>=3]?error)
exten = i,n,NoOp(pressed digit is invalid and less than 3 errors: the guide ivr-exemple-invalid-choice is now played)
exten = i,n,Playback(${GV_DIRECTORY_SOUNDS}/ivr-example-invalid-choice)
exten = i,n,Goto(s,start)
exten = i,n(error),Playback(${GV_DIRECTORY_SOUNDS}/ivr-example-error)
exten = i,n,Hangup()


[dp-ivr-submenu]

exten = s,1,NoOp(### dp-ivr-submenu ###)
same = n,NoOp(the system answers the call and waits for 1 second before continuing)
same = n,Answer(1000)

same = n,NoOp(variable "counter" is set to 0)
same = n(beginning),Set(counter=0)

same = n,NoOp(variable "counter" is incremented and the label "start" is defined)
same = n(start),Set(counter=$[${counter} + 1])

same = n,NoOp(counter variable is now = ${counter})
same = n,NoOp(waiting for 1 second before reading the message that indicate all choices)
same = n,Wait(1)
same = n,NoOp(play the message ivr-example-choices that contain all choices)
same = n,Background(${GV_DIRECTORY_SOUNDS}/ivr-example-submenu-choices)
same = n,NoOp(waiting for DTMF during 5s)
same = n,Waitexten(5)

;##### CHOICE 1 #####
exten = 1,1,NoOp(pressed digit is 1, redirect to 8000 in ${IVR_DESTINATION_CONTEXT} context)
exten = 1,n,Goto(${IVR_DESTINATION_CONTEXT},8000,1)

;##### CHOICE 2 #####
exten = 2,1,NoOp(pressed digit is 2, redirect to 8001 in ${IVR_DESTINATION_CONTEXT} context)
exten = 2,n,Goto(${IVR_DESTINATION_CONTEXT},8001,1)

;##### CHOICE 3 #####
exten = 3,1,NoOp(pressed digit is 3, redirect to the previous menu dp-ivr-example)
exten = 3,n,Goto(dp-ivr-example,s,beginning)


;##### TIMEOUT #####
exten = t,1,NoOp(no digit pressed for 5s, process it like an error)
exten = t,n,Goto(i,1)


;##### INVALID CHOICE #####
exten = i,1,NoOp(if counter variable is 3 or more, then goto label "error")
exten = i,n,GotoIf($[${counter}>=3]?error)
exten = i,n,NoOp(pressed digit is invalid and less than 3 errors: the guide ivr-exemple-invalid-choice is now played)
exten = i,n,Playback(${GV_DIRECTORY_SOUNDS}/ivr-example-invalid-choice)
exten = i,n,Goto(s,start)
exten = i,n(error),Playback(${GV_DIRECTORY_SOUNDS}/ivr-example-error)
exten = i,n,Hangup()

Monitoring¶

The Monitoring section gives an overview of a XiVO system’s status and of all monitored processes. It is divided into 6 sections :

System
Device
CPU
Network
Memory
Other Services

System¶

Displays generic information about the operating system, network addresses, uptime and load average. Read only.

Device¶

Displays free/used space on physical storage partitions. Read only.

CPU¶

Monitors the CPU usage. Read only.

Network¶

Displays network interfaces and corresponding network traffic. Read only.

Memory¶

Displays Physical and swap memory usage. Read only.

Other Services¶

Lists XiVO related processes (most of which are daemons) with their corresponding status, uptime, resource usage and controls to Restart service (blue button), stop service (red button) and stop monitoring service (grey button).

Music on Hold¶

The menu Services ‣ IPBX ‣ IPBX services ‣ On-hold Music leads to the list of available on-hold musics.

Categories¶

Available categories are:

files: play sound files. Formats supported:

Format Name	Filename Extension
G.719	.g719
G.723	.g723 .g723sf
G.726	.g726-40 .g726-32 .g726-24 .g726-16
G.729	.g729
GSM	.gsm
iLBC	.ilbc
Ogg Vorbis	.ogg (only mono files sampled at 8000 Hz)
G.711 A-law	.alaw .al .alw
G.711 μ-law	.pcm .ulaw .ul .mu .ulw
G.722	.g722
Au	.au
Siren7	.siren7
Siren14	.siren14
SLN	.raw .sln .sln12 .sln16 .sln24 .sln32 .sln44 .sln48 .sln96 .sln192
VOX	.vox
WAV	.wav .wav16
WAV GSM	.WAV .wav49

Only 1 audio channel must be present per file, i.e. files must be in mono.

If your music on hold files don’t seem to work, you should look for errors in the asterisk logs.

The on-hold music will always play from the start.

mp3: play MP3 files.

The on-hold music will play from an arbitrary position on the track, it will not play from the start.
custom: do not play sound files. Instead, run an external process. That process must send on stdout the same binary format than WAV files.

Example process: /usr/bin/mpg123 -s --mono -y -f 8192 -r 8000 http://streaming.example.com/stream.mp3

Note

Processes run by custom categories are started as soon as the category is created and will only stop when the category is deleted. This means that on-hold music fed from online streaming will constantly be receiving network traffic, even when there are no calls.

Paging¶

With XiVO, you can define paging (i.e. intercom) extensions to page a group of users. When calling a paging extension, the phones of the specified users will auto-answer, if they support it.

You can manage your paging extensions via the Services ‣ IPBX ‣ Paging page.

When adding a new paging extension, the number can be any numeric value; to call it, you just need to prefix the paging number with *11.

Parking¶

With XiVO it is possible to park calls, the same way you may park your car in a car parking. If you define supervised keys on a phone set for all the users of a system, when a call is parked, all the users are able to see that some one is waiting for an answer, push the phone key and get the call back to the phone.

There is a default parking number, 700, which is already configured when you install XiVO, but you may change the default configuration by editing the parking extension in menu Service ‣ IPBX ‣ IPBX Services ‣ Extensions ‣ Advanced ‣ Parking

Using this extension, you may define the parking number used to park call, the parking lots, wether the sytem is rotating over the parking lots to park the calls, enable parking hint if you want to be able to supervise the parking using phone keys and other system default parameters.

You have two options in case of parking timeout :

Callback the peer that parked this call

In this case the call is sent back to the user who parked the call.
Send park call to the dialplan

In case you don’t want to call back the user who parked the call, you have the option to send the call to any other extension or application. If the parking times out, the call is sent back to the dialplan in context [parkedcallstimeout]. You can define this context in a dialplan configuration file Service ‣ IPBX ‣ Configuration Files where you may define this context with dialplan commands.

Example:
```
[parkedcallstimeout]
exten = s,1,Noop('park call time out')
same  =   n,Playback(hello-world)
same  =   n,Hangup()
```

It is also usual to define supervised phone keys to be able to park and unpark calls as in the example below.

Phonebook¶

A global phone book can be defined in Services ‣ IPBX ‣ IPBX Services ‣ Phonebook. The phone book can be used from the XiVO Client, from the phones directory look key if the phone is compatible and are used to set the Caller ID for incoming calls.

You can add entries one by one or you can mass-import from a CSV file.

Note

To configure phonebook, see Directories.

Mass-import contacts¶

Go in the Services ‣ IPBX ‣ IPBX Services ‣ Phonebook section and move your mouse cursor on the + button in the upper right corner. Select Import a file.

The file to be imported must be a CSV file, with a pipe character | as field delimiter. The file must be encoded in UTF-8 (without an initial BOM).

Mandatory headers are :

title (possible values : “mr”, “mrs”, “ms”)
displayname

Optional headers are :

firstname
lastname
society
mobilenumber [1]
email
url
description
officenumber [1]
faxnumber [1]
officeaddress1
officeaddress2
officecity
officestate
officezipcode
officecountry [2]
homenumber [1]
homeaddress1
homeaddress2
homecity
homestate
homezipcode
homecountry [2]
othernumber [1]
otheraddress1
otheraddress2
othercity
otherstate
otherzipcode
othercountry [2]

[1]	(1, 2, 3, 4, 5) These fields must contain only numeric characters, no space, point, etc.

[2]	(1, 2, 3) These fields must contain ISO country codes. The complete list is described here.

Provisioning¶

XiVO supports the auto-provisioning of a large number of telephony Devices, including SIP phones, SIP ATAs, and even softphones.

Introduction¶

The auto-provisioning feature found in XiVO make it possible to provision, i.e. configure, a lots of telephony devices in an efficient and effortless way.

How it works¶

Here’s a simplified view of how auto-provisioning is supported on a typical SIP hardphone:

The phone is powered on
During its boot process, the phone sends a DHCP request to obtain its network configuration
A DHCP server replies with the phone network configuration + an HTTP URL
The phone use the provided URL to retrieve a common configuration file, a MAC-specific configuration file, a firmware image and some language files.

Building on this, configuring one of the supported phone on XiVO is as simple as:

Configuring the DHCP Server
Installing the required provd plugin
Powering on the phone
Dialing the user’s provisioning code from the phone

And voila, once the phone has rebooted, your user is ready to make and receive calls. No manual editing of configuration files nor fiddling in the phone’s web interface.

Limitations¶

Device synchronisation does not work in the situation where multiple devices are connected from behind a NAPT network equipment. The devices must be resynchronised manually.

External links¶

Basic Configuration¶

You have two options to get your phone to be provisioned:

Set up a DHCP server
Tell manually each phone where to get the provisioning informations

You may want to manually configure the phones if you are only trying XiVO or if your network configuration does not allow the phones to access the XiVO DHCP server.

You may want to set up a DHCP server if you have a significant number of phones to connect, as no manual intervention will be required on each phone.

Configuring the DHCP Server¶

XiVO includes a DHCP server that facilitate the auto-provisioning of telephony devices. It is not activated by default.

There’s a few things to know about the peculiarities of the included DHCP server:

it only answers to DHCP requests from supported devices.
it only answers to DHCP requests coming from the VoIP subnet (see network configuration).

This means that if your phones are on the same broadcast domain than your computers, and you would like the DHCP server on your XiVO to handle both your phones and your computers, that won’t do it.

The DHCP server is configured via the Configuration ‣ Network ‣ DHCP page:

Configuration ‣ Network ‣ DHCP

Active

Activate/desactivate the DHCP server.

Pool start

The lower IP address which will be assigned dynamically. This address should be in the VoIP subnet. Example: 10.0.0.10.

Pool end

The higher IP address which will be assigned dynamically. This address should be in the VoIP subnet. Example: 10.0.0.99.

Extra network interfaces

A list of space-separated network interface name. Example: eth0.

Useful if you have done some custom configuration in the /etc/dhcp/dhcpd_extra.conf file. You need to explicitly specify the additional interfaces the DHCP server should listen on.

After saving your modifications, you need to click on Apply system configuration for them to be applied.

Installing `provd` Plugins¶

The installation and management of provd plugins is done via the Configuration ‣ Provisioning ‣ Plugin page:

Configuration ‣ Provisioning ‣ Plugin

The page shows the list of both the installed and installable plugins. You can see if a plugin is installed or not by looking at the Action column.

Here’s the list of other things that can be done from this page:

update the list of installable plugins, by clicking on the top right icon. On a fresh XiVO installation, this is the first thing to do.
install a new plugin
upgrade an installed plugin
uninstall an installed plugin
edit an installed plugin, i.e. install/uninstall optional files that are specific to each plugin, like firmware or language files

After installing a new plugin, you are automatically redirected to its edit page. You can then download and install optional files specific to the plugin. You are strongly advised to install firmware and language files for the phones you’ll use although it’s often not a strict requirement for the phones to work correctly.

Warning

If you uninstall a plugin that is used by some of your devices, they will be left in an unconfigured state and won’t be associated to another plugin automatically.

The search box at the top comes in handy when you want to find which plugin to install for your device. For example, if you have a Cisco SPA508G, enter “508” in the search box and you should see there’s 1 plugin compatible with it.

Note

If your device has a number in its model name, you should use only the number as the search keyword since this is what usually gives the best results.

It’s possible there will be more than 1 plugin compatible with a given device. In these cases, the difference between the two plugins is usually just the firmware version the plugins target. If you are unsure about which version you should install, you should look for more information on the vendor website.

It’s good practice to only install the plugins you need and no more.

Alternative plugins repository¶

By default, the list of plugins available for installation are the stable plugins for the officially supported devices.

This can be changed in the Configuration ‣ Provisioning ‣ General page, by setting the URL field to one of the following value:

http://provd.xivo.solutions/plugins/1/stable/ – officially supported devices “stable” repository (default)
http://provd.xivo.solutions/plugins/1/testing/ – officially supported devices “testing” repository
http://provd.xivo.solutions/plugins/1/archive/ – officially supported devices “archive” repository
http://provd.xivo.solutions/plugins/1/addons/stable/ – community supported devices “stable” repository
http://provd.xivo.solutions/plugins/1/addons/testing/ – community supported devices “testing” repository

The difference between the stable and testing repositories is that the latter might contain plugins that are not working properly or are still in developement.

The archive repository contains plugins that were once in the stable repository.

After setting a new URL, you must refresh the list of installable plugins by clicking the update icon of the Configuration ‣ Provisioning ‣ Plugin page.

How to manually tell the phones to get their configuration¶

If you have set up a DHCP server on XiVO and the phones can access it, you can skip this section.

The according provisioning plugins must be installed.

Aastra¶

On the web interface of your phone, go to Advanced settings ‣ Configuration server, and enter the following settings:

Polycom¶

On the phone, go to Menu ‣ Settings ‣ Advanced ‣ Admin Settings ‣ Network configuration ‣ Server Menu and enter the following settings:

Server type: HTTP
Server address: http://<XiVO IP address>:8667/000000000000.cfg

Then save and reboot the phone.

Snom¶

On the web interface of your phone, go to Setup ‣ Advanced ‣ Update and enter the following settings:

Yealink¶

On the web interface of your phone, go to Settings ‣ Auto Provision, and enter the following settings:

Server URL: http://<XiVO IP address>:8667

Save the changes by clicking on the Confirm button and then click on the Autoprovision Now button.

Autoprovisioning a Device¶

Once you have installed the proper provd plugins for your devices and setup correctly your DHCP server, you can then connect your devices to your network.

But first, go to Services ‣ IPBX ‣ Devices page. You will then see that no devices are currently known by your XiVO:

You can then power on your devices on your LAN. For example, after you power on an Aastra 6731i and give it the time to boot and maybe upgrade its firmware, you should then see the phone having its first line configured as ‘autoprov’, and if you refresh the devices page, you should see that your XiVO now knows about your 6731i:

You can then dial from your Aastra 6731i the provisioning code associated to a line of one of your user. You will hear a prompt thanking you and your device should then reboot in the next few seconds. Once the device has rebooted, it will then be properly configured for your user to use it. And also, if you update the device page, you’ll see that the icon next to your device has now passed to green:

Resetting a Device¶

From the Device List in the Webi¶

To remove a phone from XiVO or enable a device to be used for another user there are two different possibilities :

click on the reset to autoprov button on the web interface

The phone will restarts and display autoprov, ready to be used for another user.

From the User Form in the Webi¶

Device With one User Only Associated¶

Edit the user associated to the device and put the device field to null.

click on the Save button on the web interface

The phone doesn’t restart and the phone is in autoprov mode in the device list.

You can synchronize the device to reboot it.

Device with Several Users Associated¶

Edit the primary user associated to the terminal (one with the line 1) and put the device field to null.

click on the Save button on the web interface

The primary line of the phone has been removed, so the device will lose its funckeys associated to primary user but there others lines associated to the device will stay provisionned.

The phone doesn’t restart and the phone is in autoprov mode in the device list.

You can synchronize the device for reboot it.

From a Device¶

Dial *guest (*48378) on the phone dialpad followed by xivo (9486) as a password

The phone restarts and display autoprov, ready to be used for another user.

Advanced Configuration¶

DHCP Integration¶

If your phones are getting their network configuration from your XiVO’s DHCP server, it’s possible to activate the DHCP integration on the Configuration ‣ Provisioning ‣ General page.

What DHCP integration does is that, on every DHCP request made by one of your phones, the DHCP server sends information about the request to provd, which can then use this information to update its device database.

This feature is useful for phones which lack information in their TFTP/HTTP requests. For example, without DHCP integration, it’s impossible to extract model information for phones from the Cisco 7900 series. Without the model information extracted, there’s chance your device won’t be automatically associated to the best plugin.

This feature can also be useful if your phones are not always getting the same IP addresses, for one reason or another. Again, this is useful only for some phones, like the Cisco 7900; it has no effect for Aastra 6700.

Creating Custom Templates¶

Custom templates comes in handy when you have some really specific configuration to make on your telephony devices.

Templates are handled on a per plugin basis. It’s not possible for a template to be shared by more than one plugin since it’s a design limitation of the plugin system of provd.

Note

When you install a new plugin, templates are not migrated automatically, so you must manually copy them from the old plugin directory to the new one. This does not apply for a plugin upgrade.

Let’s suppose we have installed the xivo-aastra-3.3.1-SP2 plugin and want to write some custom templates for it.

First thing to do is to go into the directory where the plugin is installed:

cd /var/lib/xivo-provd/plugins/xivo-aastra-3.3.1-SP2

Once you are there, you can see there’s quite a few files and directories:

tree
.
+-- common.py
+-- entry.py
+-- pkgs
|   +-- pkgs.db
+-- plugin-info
+-- README
+-- templates
|   +-- 6730i.tpl
|   +-- 6731i.tpl
|   +-- 6739i.tpl
|   +-- 6753i.tpl
|   +-- 6755i.tpl
|   +-- 6757i.tpl
|   +-- 9143i.tpl
|   +-- 9480i.tpl
|   +-- base.tpl
+-- var
    +-- cache
    +-- installed
    +-- templates
    +-- tftpboot
        +-- Aastra
            +-- aastra.cfg

The interesting directories are:

templates: This is where the original templates lies. You should not edit these files directly but instead copy the one you want to modify in the var/templates directory.
var/templates: This is the directory where you put and edit your custom templates.
var/tftpboot: This is where the configuration files lies once they have been generated from the templates. You should look at them to confirm that your custom templates are giving you the result you are expecting.

Warning

When you uninstall a plugin, the plugin directory is removed altogether, including all the custom templates.

A few things to know before writing your first custom template:

templates use the Jinja2 template engine.
when doing an include or an extend from a template, the file is first looked up in the var/templates directory and then in the templates directory.
device in autoprov mode are affected by templates, because from the point of view of provd, there’s no difference between a device in autoprov mode or fully configured. This means there’s usually no need to modify static files in var/tftpboot. And this is a bad idea since a plugin upgrade will override these files.

Custom template for every devices¶

cp templates/base.tpl var/templates
vi var/templates/base.tpl
xivo-provd-cli -c 'devices.using_plugin("xivo-aastra-3.3.1-SP2").reconfigure()'

Once this is done, if you want to synchronize all the affected devices, use the following command:

xivo-provd-cli -c 'devices.using_plugin("xivo-aastra-3.3.1-SP2").synchronize()'

Custom template for a specific model¶

Let’s supose we want to customize the template for our 6739i:

cp templates/6739i.tpl var/templates
vi var/templates/6739i.tpl
xivo-provd-cli -c 'devices.using_plugin("xivo-aastra-3.3.1-SP2").reconfigure()'

Custom template for a specific device¶

To create a custom template for a specific device you have to create a device-specific template named <device_specific_file_with_extension>.tpl in the var/templates/ directory :

for an Aastra phone, if you want to customize the file 00085D2EECFB.cfg you will have to create a template file named 00085D2EECFB.cfg.tpl,
for a Snom phone, if you want to customize the file 000413470411.xml you will have to create a template file named 000413470411.xml.tpl,
for a Polycom phone, if you want to customize the file 0004f2211c8b-user.cfg you will have to create a template file named 0004f2211c8b-user.cfg.tpl,
and so on.

Here, we want to customize the content of a device-specific file named 00085D2EECFB.cfg, we need to create a template named 00085D2EECFB.cfg.tpl:

cp templates/6739i.tpl var/templates/00085D2EECFB.cfg.tpl
vi var/templates/00085D2EECFB.cfg.tpl
xivo-provd-cli -c 'devices.using_mac("00085D2EECFB").reconfigure()'

Note

The choice to use this syntax comes from the fact that provd supports devices that do not have MAC addresses, namely softphones.

Also, some devices have more than one file (like Snom), so this way make it possible to customize more than 1 file.

The template to use as the base for a device specific template will vary depending on the need. Typically, the model template will be a good choice, but it might not always be the case.

Changing the Plugin Used by a Device¶

From time to time, new firmwares are released by the devices manufacturer. This sometimes translate to a new plugin being available for these devices.

When this happens, it almost always means the new plugin obsoletes the older one. The older plugin is then considered “end-of-life”, and won’t receive any new updates nor be available for new installation.

Let’s suppose we have the old xivo-aastra-3.2.2.1136 plugin installed on our xivo and want to use the newer xivo-aastra-3.3.1-SP2 plugin.

Both these plugins can be installed at the same time, and you can manually change the plugin used by a phone by editing it via the Services ‣ IPBX ‣ Devices page.

If you are using custom templates in your old plugin, you should copy them to the new plugin and make sure that they are still compatible.

Once you take the decision to migrate all your phones to the new plugin, you can use the following command:

xivo-provd-cli -c 'helpers.mass_update_devices_plugin("xivo-aastra-3.2.2.1136", "xivo-aastra-3.3.1-SP2")'

Or, if you also want to synchronize (i.e. reboot) them at the same time:

xivo-provd-cli -c 'helpers.mass_update_devices_plugin("xivo-aastra-3.2.2.1136", "xivo-aastra-3.3.1-SP2", synchronize=True)'

You can check that all went well by looking at the Services ‣ IPBX ‣ Devices page.

NAT¶

The provisioning server has partial support for environment where the telephony devices are behind a NAT equipment.

By default, each time the provisioning server receives an HTTP/TFTP request from a device, it makes sure that only one device has the source IP address of the request. This is not a desirable behaviour when the provisioning server is used in a NAT environment, since in this case, it’s normal that more than 1 devices have the same source IP address (from the point of view of the server).

If all your devices used on your XiVO are behind a NAT, you should disable this behaviour by setting the NAT option to 1 via the Configuration ‣ Provisioning ‣ General page.

Enabling the NAT option will also improve the performance of the provisioning server in this scenario.

If you have many devices behind a NAT equipment, you should also check the security section to make sure the IP address of your NAT equipment doesn’t get banned unintentionally.

Limitations¶

You must only have phones of the following brands:
- Aastra
- Cisco SPA
- Yealink
All your devices must be behind a NAT equipment (the devices may be grouped behind different NAT equipments, not necessarily the same one)
You must provision the devices via the Web interface, i.e. associate the devices from the user form. Using the 6-digit provisioning code on the phone will produce unexpected results (i.e. the wrong device will be provisioned)

Security¶

By design, the auto-provisioning process is vulnerable to:

Leakage of sensitive information: some files that are served by the provisioning server contains sensitive information, e.g. SIP credentials that are used by SIP phones to make calls. Depending on your network configuration and the amount of information an attacker has on your telephony ecosystem (phone vendor, MAC address, etc.), he could retrieve the content of some files containing sensitive information.
Denial-of-service attack: in its default configuration, each time the provisioning server identify a request coming from a new device, it creates a new device object in its database. An attacker could spoof requests to the provisioning server to create a huge amount of devices, creating a denial-of-service condition.

That said, starting from XiVO 16.08, XiVO adds Fail2ban support to the provisioning server to drastically lower the likelihood of such attacks. Every time a request for a file potentially containing sensitive information is requested, a log line is appended to the /var/log/xivo-provd-fail2ban.log file, which is monitored by fail2ban. The same thing happens when a new device is automatically created by the provisioning server.

The fail2ban configuration for the provisioning server is located at /etc/fail2ban/jail.d/xivo.conf. You may want to adjust the findtime / maxretry value if you have special requirements. In particular, if you have many phones behind a NAT equipment, you’ll probably have to adjust these values, since every request coming from your phones behind your NAT will appear to the provisioning server as coming from the same source IP address, and this IP address will then be more likely to get banned promptly if you, for example, reboot all your phones at the same time. Another solution would be to add your IP address to the list of ignored IP address of fail2ban. See the fail2ban(1) man page for more information.

System Requirements¶

XiVO 16.08 or later is required. You also need to use compatible xivo-provd plugins. Here’s the list of official plugins which are compatible:

Plugin family	Version
xivo-aastra	>= 1.6
xivo-cisco-sccp	>= 1.1
xivo-cisco-spa	>= 1.0
xivo-digium	>= 1.0
xivo-polycom	>= 1.7
xivo-snom	>= 1.6
xivo-yealink	>= 1.26

Remote directory¶

If you have a phone provisioned with XiVO and its one of the supported ones, you’ll be able to search in your XiVO directory and place call directly from your phone.

See the list of supported devices to know if a model supports the XiVO directory or not.

Configuration¶

For the remote directory to work on your phones, the first thing to do is to go to the Services ‣ IPBX ‣ (General settings) Phonebook page.

You then have to add the range of IP addresses that will be allowed to access the directory. So if you know that your phone’s IP addresses are all in the 192.168.1.0/24 subnet, just click on the small “+” icon and enter “192.168.1.0/24”, then save.

Once this is done, on your phone, just click on the “remote directory” function key and you’ll be able to do a search in the XiVO directory from it.

Jitsi¶

Jitsi (http://jitsi.org/) is an opensource softphone (previously SIP Communicator).

XiVO now support Jitsi sofphones provisioning. Here are the steps to follow :

Requirements¶

This how to needs :

Jitsi installed,
SIP line created

Add Jitsi plugin on XiVO¶

Open XiVO Web interface, and go to Configuration tab, Then chose Provisioning ‣ Plugins menu, Install the Jitsi plugin you want to use : e.g.:

xivo-jitsi-1

You can now launch your Jitsi softphone

Configuring Jitsi¶

Launch Jitsi,
If you don’t have any accounts configured Jitsi will launch a windows and you can click
Use online provisioning. Otherwise go to Tools -> Options -> Advanced -> Provisioing, Click on Enable provisioning
Select Manually specify a provisioning URI,
Enter the folowing URI where <provd_ip> is the VoIP interface IP address of your XiVO and <provd_port> is the provd port (default : 8667)
```
http://<provd_ip>:<provd_port>/jitsi?uuid=${uuid}
```
When done, quit Jitsi,
Launch Jitsi again,

You should now be connected with in autoprov mode,

You could see a new device in the devices list,

You can now provision the phones by typing the provisioning code (you get it in the Lines list),
Quit Jitsi again (configuration syncing is not available with the Jitsi plugin)
And launch Jitsi again : you should now be connected with you phone account

SCCP Configuration¶

Provisioning¶

To be able to provision SCCP phones you should :

activate the DHCP Server,
activate the DHCP Integration,

Then install a plugin for SCCP Phone:: Configuration ‣ Provisioning ‣ Plugins

Installing xivo cisco-sccp plugin

At this point you should have a fully functional DHCP server that provides IP address to your phones. Depending on what type of CISCO phone you have, you need to install the plugin sccp-legacy, sccp-9.4 or both.

Note

Please refer to the Provisioning page for more information on how to install CISCO firmwares.

Once your plugin is installed, you’ll be able to edit which firmwares and locales you need. If you are unsure, you can choose all without any problem.

Editing the xivo-cisco-sccp-legacy plugin

Now if you connect your first SCCP phone, you should be able to see it in the device list.

Listing the detected devices:: Services ‣ IPBX ‣ IPBX settings ‣ Devices

Device list

When connecting a second SCCP phone, the device will be automatically detected as well.

Device list

SCCP General Settings¶

Review SCCP general settings:: Services ‣ IPBX ‣ IPBX settings ‣ SCCP general settings

SCCP general settings

User creation¶

The last step is to create a user with a SCCP line.

Creating a user with a SCCP line:: Services ‣ IPBX ‣ IPBX settings ‣ Users

Add a new user

Edit user informations

Before saving the newly configured user, you need to select the Lines menu and add a SCCP line. Now, you can save your new user.

Add a line to a user

Congratulations ! Your SCCP phone is now ready to be called !

Function keys¶

With SCCP phones, the only function keys that can be configured are:

Key: Only the order is important, not the number
Type: Customized; Any other type doesn’t work
Destination: Any valid extension
Label: Any label
Supervision: Enabled or Disabled

Direct Media¶

SCCP Phones support directmedia (direct RTP). In order for SCCP phones to use directmedia, one must enable the directmedia option in SCCP general settings:: Services ‣ IPBX ‣ IPBX settings ‣ SCCP general settings

Features¶

Features	Supported
Receive call	Yes
Initiate call	Yes
Hangup call	Yes
Transfer call	Yes
Congestion Signal	Yes
Autoanswer (custom dialplan)	Yes
Call forward	Yes
Multi-instance per line	Yes
Message waiting indication	Yes
Music on hold	Yes
Context per line	Yes
Paging	Yes
Direct RTP	Yes
Redial	Yes
Speed dial	Yes
BLF (Supervision)	Yes
Resync device configuration	Yes
Do not disturb (DND)	Yes
Group listen	Yes
Caller ID	Yes
Connected line ID	Yes
Group pickup	Yes
Auto-provisioning	Not yet
Multi line	Not yet
Codec selection	Yes
NAT traversal	Not yet
Type of Service (TOS)	Manual

Telephone¶

Device type	Supported	Firmware version	Timezone aware
7905	Yes	8.0.3	No
7906	Yes	SCCP11.9-4-2SR1-1	Yes
7911	Yes	SCCP11.9-4-2SR1-1	Yes
7912	Yes	8.0.4(080108A)	No
7920	Yes	3.0.2	No
7921	Yes	1.4.5.3	Yes
7931	Yes	SCCP31.9-4-2SR1-1	Yes
7937	Testing
7940	Yes	8.1(SR.2)	No
7941	Yes	SCCP41.9-4-2SR1-1	Yes
7941GE	Yes	SCCP41.9-4-2SR1-1	Yes
7942	Yes	SCCP42.9-4-2SR1-1	Yes
7945	Testing
7960	Yes	8.1(SR.2)	No
7961	Yes	SCCP41.9-4-2SR1-1	Yes
7962	Yes	SCCP42.9-4-2SR1-1	Yes
7965	Testing
7970	Testing
7975	Testing
CIPC	Yes	2.1.2	Yes

Models not listed in the table above won’t be able to connect to Asterisk at all. Models listed as “Testing” are not yet officially supported in XiVO: use them at your own risk.

The “Timezone aware” column indicates if the device supports the timezone tag in its configuration file, i.e. in the file that the device request to the provisioning server when it boots. If you have devices that don’t support the timezone tag and these devices are in a different timezone than the one of the XiVO, you can look at the issue #5161 for a potential solution.

Schedules¶

Schedules are specific time frames that can be defined to open or close a service. Within schedules you may specify opening days and hours or close days and hours.

A default destination as user, group … can be defined when the schedule is in closed state.

Schedules can be applied to :

Users
Groups
Inbound calls
Outbound calls
Queues

Creating Schedules¶

Creating a schedule

A schedule is composed of a name, a timezone, one or more opening hours or days that you may setup using a calendar widget, a destination to be used when the schedule state is closed.

Schedule calendar widget

With the calendar widget you may select months, days of month, days of week and opening time.

You may also optionaly select closed hours and destination to be applied when period is inside the main schedule. For example, your main schedule is opened between 08h00 and 18h00, but you are closed between 12h00 and 14h00.

Schedule closed hours

Using Schedule on Users¶

When you have a schedule associated to a user, if this user is called during a closed period, the caller will first hear a prompt saying the call is being transferred before being actually redirected to the closed action of the schedule.

If you don’t want this prompt to be played, you can change the behaviour by:

editing the /etc/xivo/asterisk/xivo_globals.conf file and setting the XIVO_FWD_SCHEDULE_OUT_ISDA to 1
reloading the asterisk dialplan with an asterisk -rx "dialplan reload".

Sound Files¶

Add Sounds Files¶

On a fresh install, only en_US and fr_FR sounds are installed. Canadian French and German are available too.

To install Canadian French sounds you have to execute the following command:

apt-get install asterisk-sounds-wav-fr-ca xivo-sounds-fr-ca

To install German sounds you have to execute the following command:

apt-get install asterisk-sounds-wav-de-de xivo-sounds-de-de

Now you may select the newly installed language for your users.

Convert Your Wav File¶

Asterisk will read natively WAV files encoded in wav 8kHz, 16 bits, mono.

The following command will return the encoding format of the <file>

$ file <file>
RIFF (little-endian) data, WAVE audio, Microsoft PCM, 16 bit, mono 8000 Hz

The following command will re-encode the <input file> with the correct parameters for asterisk and write into the <output file>:

sox <input file> -b 16 -c 1 -t wav <output file> rate -I 8000

Switchboard¶

This page describes the configuration needed to have a switchboard on your XiVO.

Overview¶

Switchboard functionality is available in the XiVO client. The goal of this page is to explain how to configure your switchboard and how to use it.

The switchboard xlet and profile allow an operator to view incoming calls, answer them, put calls on hold, view the calls on hold and pick up the calls on hold.

Limitations¶

Note

The shortcut keys of the switchboard do not work on the Mac version of the XiVO client.

Note

The enter shortcut to answer a call will not work if the focus is currently on a widget that will consume the key press. ie: a text field, a drop down

Note

Attended transfers to the switchboard cannot be managed with the switchboard xlets depending on the moment at which the call was completed.

Table of Contents¶

Switchboard Configuration¶

Be sure to read the limitations before configuring a switchboard.

Server configuration¶

Quick Summary¶

In order to configure a switchboard on your XiVO, you need to:

Create a queue for your switchboard
Create a queue for your switchboard’s calls on hold
Create the users that will be operators
Activate the switchboard option for your phone
Create an agent for your user
Assign the incoming calls to the switchboard queue
For each operator, add a function key for logging in or logging out from the switchboard queue.
Set “no answer” destinations on the switchboard queue

Supported Devices¶

The supported phones for the switchboard are:

Brand	Model	XiVO version	Plugin version
Aastra	6755i	>= 14.07	>= xivo-aastra-3.3.1-SP2, v1.0
Aastra	6757i	>= 14.07	>= xivo-aastra-3.3.1-SP2, v1.0
Aastra	6735i	>= 14.07	>= xivo-aastra-3.3.1-SP2, v1.2
Aastra	6737i	>= 14.07	>= xivo-aastra-3.3.1-SP2, v1.2
Polycom	VVX 400	>= 15.11	>= xivo-polycom-5.3.0, v1.3
Polycom	VVX 410	>= 15.11	>= xivo-polycom-5.3.0, v1.3
Snom	720	>= 14.14	>= xivo-snom-8.7.3.25.5, v1.0
Snom	D725	>= 14.14	>= xivo-snom-8.7.5.17, v1.4
Yealink	T46G	>= 15.01	>= xivo-yealink-72.0, v1.22.1

Create a Queue for Your Switchboard¶

All calls to the switchboard will first be distributed to a switchboard queue.

To create this queue, go to Services ‣ Call center ‣ Queues and click the add button.

The following configuration is mandatory

The General ‣ Name field has to be __switchboard
The General ‣ Ring strategy field has to be Ring all
The General ‣ Preprocess subroutine field has to be xivo_subr_switchboard
The Application ‣ Allow caller to hang up call option has to be enabled
The Application ‣ Allow callee to transfer the call option has to be enabled
The Advanced ‣ Member reachability timeout option has to be disabled
The Advanced ‣ Time before retrying a call to a member option has to be 1 second
The Advanced ‣ Delay before reassigning a call option has to be disabled
The Advanced ‣ Call a member already on option has to be disabled
The Advanced ‣ Autopause agents option has to be No

Other important fields

The General ‣ Display name field is the name displayed in the XiVO client xlets and in the statistics
The General ‣ Number field is the number that will be used to reach the switchboard internally (typically 9)

Create a Queue for Your Switchboard on Hold¶

The switchboard uses a queue to track its calls on hold.

To create this queue, go to Services ‣ Call center ‣ Queues and click the add button.

The following configuration is mandatory

The General ‣ Name field has to be __switchboard_hold
The General ‣ Number field has to be a valid number in a context reachable by the switchboard
The Advanced ‣ Join an empty queue option list has to be empty
The Advanced ‣ Remove callers if there are no agents option list has to be empty

Other important fields

The General ‣ Display name field is the name displayed in the XiVO client xlets and in the statistics

Warning

This queue MUST have NO members

Create the Users that Will be Operators¶

Each operator needs to have a user configured with a line. The XiVO client profile has to be set to Switchboard.

The following configuration is mandatory for switchboard users

The General ‣ First name field has to be set
The General ‣ Enable XiVO Client option has to be enabled
The General ‣ Login field has to be set
The General ‣ Password field has to be set
The General ‣ Profile field has to be set to Switchboard
The Lines ‣ Number field has to have a valid extension
The Lines ‣ Device field has to be a supported device
The Services ‣ Enable call transfer option has to be enabled
The Services ‣ Enable supervision option has to be enabled

Activate the Switchboard Option for your Phone¶

The switchboard option must be activated on the phone. It’s possible to activate this option only on supported phones and plugins.

Edit device associated to your user in Services ‣ Devices
Check the switchboard checkbox and save
Synchronize your phone to apply the changes

Polycom Phones¶

To be able to use a Polycom phone for the switchboard, the XiVO must be able to do HTTP requests to the phone. This might be problematic if there’s a NAT between your XiVO and your phone.

It’s possible to configure the Polycom switchboard via the configuration files of xivo-ctid. The following options are available:

switchboard_polycom:
    username: xivo_switchboard
    password: xivo_switchboard
    answer_delay: 0.5

You will also need to change the XML API username/password by creating a custom template for your phone.

Snom Phones¶

When using a Snom switchboard, you must not configure a function key on position 1.

To be able to use a Snom phone for the switchboard, the XiVO must be able to do HTTP requests to the phone. This might be problematic if there’s a NAT between your XiVO and your phone. The following command should work from your XiVO’s bash command line wget http://guest:guest@<phone IP address>/command.htm?key=SPEAKER. If this command does not activate the phone’s speaker, your network configuration will have to be fixed before you can use the Snom switchboard.

It’s possible to configure the Snom switchboard via the configuration files of xivo-ctid. The following options are available:

switchboard_snom:
    username: guest
    password: guest
    answer_delay: 0.5

You have to change the username and password option if you have changed the administrator username or administrator password for your phone in Configuration ‣ Provisioning ‣ Template Device.

Yealink Phones¶

When using a Yealink switchboard, you must not configure a function key on position 1.

Create an Agent for the Operator¶

Each operator needs to have an associated agent.

Warning

Each agent MUST ONLY be a member of the Switchboard queue

To create an agent:

Go to Services ‣ Call center ‣ Agents
Click on the group default
Click on the Add button

Associate the user to the agent in the Users tab

Assign the Agent to the Switchboard Queue (and ONLY to the Switchboard queue)

Send Incoming Calls to the Switchboard Queue¶

Incoming calls must be sent to the Switchboard queue to be distributed to the operators. To do this, we have to change the destination of our incoming call for the switchboard queue.

In this example, we associate our incoming call (DID 444) to our Switchboard queue:

Set “No Answer” Destinations on the Switchboard Queue¶

When there are no operators available to answer a call, “No Answer” destinations should be used to redirect calls towards another destination.

You also need to set the timeout of the Switchboard queue to know when calls will be redirected.

The reachability timeout must not be disabled nor be too short.

The time before retrying a call to a member should be as low as possible (1 second).

In this example we redirect “No Answer”, “Busy” and “Congestion” calls to the everyone group and “Fail” calls to the guardian user.

You can also choose to redirect all the calls to another user or a voice mail.

XiVO Client configuration¶

Directory xlet¶

The transfer destination is chosen in the Directory xlet. You must follow the Directory Xlet section to be able to use it.

Configuration for multiple switchboards¶

The above documentation can be used for multiple switchboards on the same XiVO by replacing the __switchboard and __switchboard_hold queues name and configuring the operators XiVO client accordingly in the XiVO Client ‣ Configure ‣ Functions ‣ Switchboard window.

All switchboard queues should be added to the xivo-ctid configuration. New queues can be added by adding a file in /etc/xivo-ctid/conf.d. For example, the following content should be used for a new switchboard queue names __switchboard_two and an hold queue names __switchboard_hold_two.

{"switchboard_queues": {"__switchboard_two": true},
 "switchboard_hold_queues": {"__switchboard_hold_two": true}}

Switchboard Usage¶

Warning

The switchboard configuration must be completed before using the switchboard. This includes :

Device, User, Agent and Queues configuration (see above),

Directory xlet configuration (see Directory Xlet)

If it’s not the case, the user must disconnect his XiVO client and reconnect.

Be sure to read the limitations before using the switchboard.

The XiVO Client Switchboard Profile¶

When the user connects with his XiVO Client, he gets the Switchboard profile.

Current Call frame
Answer button
Call button
Blind transfer button
Attended transfer button
Hold button
Hangup button
Incoming Calls list
Waiting Calls list
Directory Xlet
Dial Xlet

Note

If you don’t see the Switchboard Xlet, right-click on the grey bar at the right of the Help menu and check Switchboard:

The operator can login his agent using a function key or an extension to start receiving calls.

Call flow¶

Answering an incoming call¶

When the switchboard receives a call, the new call is added to the Incoming Calls list on the left and the phone starts ringing. The user can answer this call by:

clicking on any call in the list
clicking the Answer button
pressing the Enter key

Note

The XiVO Client must be the active window for the keyboard shortcuts to be handled

The operator can select which call to answer by:

clicking directly on the incoming call
pressing F6 to select the incoming calls frame and pressing the up and down arrow keys

Selecting a call to answer while talking will not answer the call.

Once the call has been answered, it is removed from the incoming calls list and displayed in the Current Call frame.

Making a Call¶

The switchboard operator can do the following operations:

Press the Call button or press F3
Search for the call destination in the directory xlet
Press to confirm the selection and start the call

Hanging Up a Call¶

The switchboard operator can hang up its current call by either:

Clicking the Hangup button
Pressing the F8 key

If the operator has placed a new call via the Directory or Dial xlet and that call has not yet been answered, he can cancel it in the same way.

Distributing a call¶

Once the call has been answered and placed in the current call frame, the operator has 3 choices:

transfer the call to another user
- using the Blind transfer button or the F4 key.
- using the Attended transfer button or the F5 key
put the call on hold using the Hold button or the F7 key
end the call using the Hangup button or the F8 key.

Transferring a call¶

Transfer buttons allow the operator to select towards which destination he wishes to transfer the call. This is made through the Directory xlet. For defails about the xlet Directory usage and configuration see Directory Xlet.

Once the destination name has been entered, press Enter. If multiple destinations are displayed, you can choose by:

double-clicking on the destination
using Up/Down arrows then:
- pressing Enter
- pressing the transfer button again

Blind transfers are straightforward: once the call is transferred, the operator is free to manage other calls.

Attended transfers are a bit more complicated: the operator needs to wait for the transfer destination to answer before completing the transfer.

In this example, the operator is currently asking Bernard Marx if he can transfer Alice Wonderland to him.

Complete transfer button
Cancel transfer button
Transfer destination filtering field (xlet Directory)
Transfer destination list (xlet Directory)

Once the destination has answered, you can:

cancel the transfer with F8 key
complete the transfer with F5 key

Note

The operator can not complete an attended transfer while the transfer destination is ringing. In this case, the operator must cancel the attended transfer and use the Blind transfer action.

Putting a call on hold¶

If the user places the call on hold, it will be removed from the Current call frame and displayed in the Waiting calls list. The time counter shows how long the call has been waiting, thus it will be reset each time the call returns in the Waiting calls list. The calls are ordered from the oldest to the newest.

Retrieving a call on hold¶

Once a call has been placed on hold, the operator will most certainly want to retrieve that call later to distribute it to another destination.

To retrieve a call on hold:

click the desired call in the Waiting calls list
with the keyboard:
- move the focus to the Waiting calls list (F9 key)
- choose the desired call with the arrow keys
- press the Enter key.

Once a call has been retrieved from the Waiting calls list, it is moved back into the Current Call frame, ready to be distributed.

Switchboard Statistics¶

Limitations¶

Note

Statistics are produced by xivo-ctid. If a call is received when xivo-ctid is stopped, no statistics will be produced for that call.

Note

Statistics are only generated for calls answered in XiVO ≥ 16.03.

Note

Statistics are only available for existing switchboard queues, i.e. deleting a queue will also delete the associated statistics.

Daily Statistics¶

Switchboard statistics can be retrieved in CSV format via the web interface in Services ‣ Statistics ‣ Switchboard ‣ Statistics.

Start date: when empty, the result will contain statistics from the beginning
End date: when empty, the result will contain statistics until the current time

Note

Switchboard statistics older than a year are automatically removed. See Purge Logs for more details.

Report¶

The generated CSV report includes the following columns:

date: The date at which the calls were received
entered: The number of calls to the switchboard for the given date excluding calls when the switchboard was closed (e.g. with a schedule)
answered: The number of calls that have been answered by the operator and then transferred or completed by the operator
transferred: The number of calls that have been transferred by the switchboard operator to another destination
abandoned: The number of calls that have been abandoned in the switchboard queue or while waiting in the hold queue
forwarded: The number of calls that have been forwarded to another destination:
- a call reaching a full queue
- a call waiting until the max ring time is reached
- a call forwarded because of a diversion rule
- a call forwarded because of a leave empty condition
waiting_time_average: The average time spent in the switchboard and hold queue for all calls that entered the switchboard

Events¶

Switchboard statistic events are published on the bus to be consumed by collectd.

Configuration¶

In order to process these events, you need:

collectd installed on your XiVO: apt-get install collectd

In /etc/collectd/collectd.conf.d/amqp.conf, configure collectd to read events from the bus (RabbitMQ):

LoadPlugin amqp

<Plugin "amqp">
  <Subscribe "xivo">
    Host "127.0.0.1"
    Port "5672"
    VHost "/"
    User "guest"
    Password "guest"
    Exchange "collectd"
    ExchangeType "topic"
    RoutingKey "collectd.#"
  </Subscribe>
</Plugin>

another service receiving events from collectd, e.g. logstash, graphite, another collectd.

Event description¶

The collectd events have the following attributes:

host: the UUID of the XiVO.
plugin: switchboard
plugin_instance: the name (not the display name) of the queue for incoming calls of the switchboard.
type: counter or gauge.
type_instance: the following values.

entered

This event is produced when a call enters the switchboard on an open schedule. Calls that did not enter the queue, if the queue was full for example, will also generate an entered event.

abandoned

This event is produced when the called hangs up while waiting in the incoming queue or in the hold queue.

transferred

This event is produced when a call is transferred from the switchboard by the operator. For attended transfers, the event is sent when the transfer is completed.

forwarded

This event is produced when a call is redirected to another destination under certain conditions. This include:

When the queue is full
When the queue timeout is reached
When no agent are logged with a join empty configuration
When a divertion occured

completed

This event is produced when a call was answered by the operator without being transferred to another destination.

wait_time

This event is produced when a call is completed, its value is the sum of all times spent in the hold queue and the time spent in the incoming queue before being answered.

Directory Xlet¶

Overview¶

Warning

This xlet should only be used with a Switchboard profile. It is not meant to be used alone.

The goal of the directory xlet is to allow the user to search through XiVO users, directory entries and arbitrary numbers to be able to call and transfer calls to these destinations.

Usage¶

The list of entries in the xlet is searched using the top field. Entries are filtered by column content. The entry list will initially appear as empty.

If the current search term is a valid number, it will be displayed in the result list with no name to allow transfer to numbers that are not currently in the phonebook or configured on the XiVO.

Legend¶

Users available
Users ringing
Users talking
Users
Mobile phone
External contacts
Current search (not a contact)

Phonebook¶

Phonebook searches are triggered after the user has entered 3 characters. Results from remote directories will appear after 1 second.

If a directory entry as the same number as a mobile or a phone configured on the XiVO, it’s extra columns will be added to the corresponding entry instead of creating a new line in the search result.

For example:

If User 1 has number 1000 and is also in a configured LDAP with a location in “Québec”, if the display filter contains the Location column, the entry for User 1 will show “Québec” in the Location column after the search results are received.

Configuration¶

Context¶

The directory xlet needs a special context named __switchboard_directory. In Services ‣ IPBX ‣ IPBX configuration ‣ Contexts add a new context with the following parameters :

Name : __switchboard_directory
Type of context : Other
Display name : Switchboard

_images/switchboard_directory_context.png

Display filter¶

A new display filter must be created for the directory xlet.

The following fields must be configured with the correct value for the Field type column in order for entries to be displayed in the xlet:

status is the column that will be used to display the status icon, the title can be empty
name is displayed in the Name column of the xlet
number_office is displayed in the Number column with a phone icon in the xlet
number_mobile is displayed in the Number column with a mobile icon in the xlet
number_… any other field starting with number_ will be displayed in the Number column of the xlet with a generic directory icon
Any other field will be displayed in their own column of the directory xlet

The values in the Field name column must contain values that were created in the Directory definition.

The title used for the Number column is the title of the first field whose type starts with number_.

Note

The field title of the first number column will be used for the header title in the xlet.

Warning

Make sure that the fields entered in the display format are also available in the directory definition, otherwise the filter will not return any results

Context and filter association¶

The new Display filter has to be assigned to the __switchboard_directory context

_images/context_directory_association.png

You can then choose which directories will be searched by the Xlet.

Warning

You must not select internal directory, as it is already handled.

LDAP Configuration¶

To search in ldap directories, you must have an LDAP server configured. See LDAP for more details.

LDAP filter¶

If you already have an LDAP filter configured for the Remote directory Xlet, you can use it.

If not, please refer to Add a LDAP Filter. configuration.rst

Include the new directory for lookup¶

You must use the new LDAP filter in the Context and filter association step.

Users¶

Users Configuration.

User Import and Export¶

CSV Import¶

Users can be imported and associated to other resources by use of a CSV file. CSV Importation can be used in situations where you need to modify many users at the same in an efficient manner, or for migrating users from one system to another. A CSV file can be created and edited by spreadsheet tools such as Excel, LibreOffice/OpenOffice Calc, etc.

CSV file¶

The first line of a CSV file contains a list of field names (also sometimes called “columns”). Each new line afterwards are users to import. CSV data must respect the following conditions:

Files must be encoded in UTF-8
Fields must be separated with a ,
Fields can be optionally quoted with a "
Double-quotes can be escaped by writing them twice (e.g. Robert ""Bob"" Jenkins)
Empty fields or headers that are not defined will be considered null.
Fields of type bool must be either 0 for false, or 1 for true.
Fields of type int must be a positive number

In the following tables, columns have been grouped according to their resource. Each resource is created and associated to its user when all required fields for that resource are present.

User¶

Field	Type	Required	Values	Description
entity_id	int	Yes		Entity ID (Defined in menu Configuration ‣ Management ‣ Entities)
firstname	string	Yes		User’s firstname
lastname	string			User’s lastname
email	string			User’s email
language	string		de_DE, en_US, es_ES, fr_FR, fr_CA	User’s language
mobile_phone_number	string			Mobile phone number
outgoing_caller_id	string			Customize outgoing caller id for this user
enabled	bool			Enable/Disable the user
supervision_enabled	bool			Enable/Disable supervision
call_transfer_enabled	bool			Enable/Disable call transfers by DTMF
dtmf_hangup_enabled	bool			Enable/Disable hangup by DTMF
simultaneous_calls	int			Number of calls a user can have on his phone simultaneously
ring_seconds	int		Must be a multiple of 5	Number of seconds a call will ring before ending
call_permission_password	string			Overwrite all passwords set in call permissions associated to the user

CTI Profile¶

Field	Type	Required	Description
cti_profile_enabled	bool	No	Activates the XiVO Client account for this user
username	string	Yes, if profile enabled	XiVO Client username
password	string	Yes, if profile enabled	XiVO Client password
cti_profile_name	string	Yes, if profile enabled	XiVO Client profile (Defined in menu Services ‣ CTI server ‣ Profiles)

Phone¶

Field	Type	Required	Values	Description
exten	string	Yes		Number for calling the user. The number must be inside the range of acceptable numbers defined for the context
context	string	Yes		Context
line_protocol	string	Yes	sip, sccp	Line protocol
sip_username	string			SIP username
sip_secret	string			SIP secret

Incoming call¶

Field	Type	Required	Description
incall_exten	string	Yes	Number for calling the user from an incoming call (i.e outside of XiVO). The number must be inside the range of acceptable numbers defined for the context.
incall_context	string	Yes	context used for calls coming from outside of XiVO
incall_ring_seconds	int		Number of seconds a call will ring before ending

Voicemail¶

Field	Type	Required	Values	Description
voicemail_name	string	Yes		Voicemail name
voicemail_number	string	Yes		Voicemail number
voicemail_context	string	Yes		Voicemail context
voicemail_password	string		A sequence of digits or #	Voicemail password
voicemail_email	string			Email for sending notifications of new messages
voicemail_attach_audio	bool			Enable/Disable attaching audio files to email message
voicemail_delete_messages	bool			Enable/Disable deleting message after notification is sent
voicemail_ask_password	bool			Enable/Disable password checking

Call permissions¶

Field	Type	Required	Values	Description
call_permissions	string		list separated by semicolons (`;`)	Names of the call permissions to assign to the user

Importing a file¶

Once your file is ready, you can import it via Services ‣ IPBX ‣ IPBX settings ‣ Users. At the top of the page there is a plus button. A submenu will appear when the mouse is on top. Click on Import a file.

Import Users

Examples¶

The following example defines 3 users who each have a phone number. The first 2 users have a SIP line, where as the last one uses SCCP:

entity_id,firstname,lastname,exten,context,line_protocol
1,John,Doe,1000,default,sip
1,George,Clinton,1001,default,sip
1,Bill,Bush,1002,default,sccp

The following example imports a user with a phone number and a voicemail:

entity_id,firstname,lastname,exten,context,line_protocol,voicemail_name,voicemail_number,voicemail_context
1,John,Doe,1000,default,sip,Voicemail for John Doe,1000,default

The following exmple imports a user with both an internal and external phone number (e.g. incoming call):

entity_id,firstname,lastname,exten,context,line_protocol,incall_exten,incall_context
1,John,Doe,1000,default,sip,2050,from-extern

CSV Update¶

The field list for an update is the same as for an import with the addition of the column uuid, which is mandatory. For each line in the CSV file, the updater goes through the following steps:

Find the user, using the uuid
For each resource (line, voicemail, extension, etc) find out if it already exists.
If an existing resource was found, associate it with the user. Otherwise, create it.
Update all remaining fields

The following restrictions must also be respected during update:

Columns that are not included in the CSV header will not be updated.
A field that is empty (i.e, “”) will be converted to NULL, which will unset the value.
A line’s protocol cannot be changed (i.e you cannot go from “sip” to “sccp” or vice-versa).
An incall cannot be updated if the user has more than one incall associated.

Updating is done through the same menu as importing (Services ‣ IPBX ‣ IPBX settings ‣ Users). A submenu will appear when the mouse is on top. Click on Update from file in the submenu.

Services ‣ IPBX ‣ IPBX settings ‣ Users ‣ Update from file

CSV Export¶

CSV exports can be used as a scaffold for updating users, or as a means of importing users into another system. An export will generate a CSV file with the same list of columns as an import, with the addition of uuid and provisioning_code.

Exports are done through the same menu as importing (Services ‣ IPBX ‣ IPBX settings ‣ Users). Click on Export to CSV in the submenu. You will be asked to download a file.

Services ‣ IPBX ‣ IPBX settings ‣ Users ‣ Export to CSV

Function keys¶

Function keys can be configured to customize the user’s phone keys. Key types are pre-defined and can be browsed through the Type drop-down list. The Supervision field allows the key to be supervised. A supervised key will light up when enabled. In most cases, a user cannot add multiple times exactly the same function key (example : two user function keys pointing to the same user). Adding the same function key multiple times can lead to undefined behavior and generally will delete one of the two function keys.

Warning

SCCP device only supports type “Customized”.

For User keys, start to key in the user name in destination, XiVO will try to complete with the corresponding user.

If the forward unconditional function key is used with no destination the user will be prompted when the user presses the function key and the BLF will monitor ALL unconditional forward for this user.

Extensions¶

*3 (online call recording)¶

To enable online call recording, you must check the “Enable online call recording” box in the user form.

Users Services

When this option is activated, the user can press *3 during a conversation to start/stop online call recording. The recorded file will be available in the monitor directory of the Services ‣ IPBX ‣ Audio files menu.

*26 (call recording)¶

You can enable/disable the recording of all calls for a user in 2 different way:

By checking the “Call recording” box of the user form.

Users Services

By using the extension *26 from your phone (the “call recording” option must be activated in Services ‣ IPBX ‣ Extensions).

When this option is activated, all calls made to or made by the user will be recorded in the monitor directory of the Services ‣ IPBX ‣ Audio files menu.

*55 (echo test)¶

To test your microphone and speaker, you can call the echo test application. The application will echo everything what you speak.

Dial the *55 number from your phone or application.
You should hear “Hello World” followed by the “Echo” announcement.
After the announcement, you will hear everything what you say.
Press # or hangup to exit the echo test application.

Using this application you may also get the latency between you and the server running the echo test.

Voicemail¶

Voicemail Configuration.

General Configuration¶

The global voicemail configuration is located under Services ‣ IPBX ‣ General Settings ‣ Voicemails.

Option “Get transfered to an operator” in tab General leads to a playback of message “press 0 to reach an operator” after having left a message and pressing #. As this feature is not implemented in XiVO, it should be unchecked. The option will be removed in XiVO Aldebaran.

Adding voicemails¶

There are 2 ways to add a voicemail:

Using Services ‣ IPBX ‣ IPBX settings ‣ Voicemails
Using the user’s configuration

Using Services ‣ IPBX ‣ IPBX settings ‣ Voicemails¶

New voicemails can be added using the + button.

Add voicemails from voicemail menu

Once your voicemail is configured, you have to edit the user configuration and search the voicemail previously created and then associate it to your user.

Search for a voicemail in the user’s configuration

Using the user’s configuration¶

The other way is to add the voicemail from user’s configuration in the ‘voicemail’ tab by

Clicking the + button
Filling the voicemail form
Saving

Add a voicemail from the user’s configuration

Note

The user’s language must be set in the general tab

Disabling a voicemail¶

You can disable a user’s voicemail by un-checking the ‘Enable voicemail’ option on the Voicemail tab from user’s configuration.

Deactivate user’s voicemail

Deleting a voicemail¶

Delete voicemail is done on Services ‣ IBX ‣ IPBX settings ‣ Voicemails or from the user’s voicemail tab.

Note

Deleting a voicemail is irreversible. It deletes all messages associated with that voicemail.
If the voicemail contains messages, the message waiting indication on the phone will not be deactivated until the next phone reboot.

Disable password checking¶

Unchecking the option Ask password allows you to skip password checking for the voicemail only when it is consulted from an internal context.

when calling the voicemail with *98
when calling the voicemail with *99<voicemail number>

Warning

If the the *99 extension is enabled and a user does not have a password on its voicemail, anyone from the same context will be able to listen to its messages, change its password and greeting messages.

However, the password will be asked when the voicemail is consulted through an incoming call. For instance, let’s consider the following incoming call:

With such a configuration, when calling this incoming call from the outside, we will be asked for:

the voicemail number we want to consult
the voicemail password, even if the “Disable password checking option” is activated

And then, we will be granted access to the voicemail.

Take note that the second “context” field contains the context of the voicemail. Voicemails of other contexts will not be accessible through this incoming call.

Warning

For security reasons, such an incoming call should be avoided if a voicemail in the given context has no password.

Advanced configuration¶

Remote xivo-confd¶

If xivo-confd is on a remote host, xivo-confd-client configuration will be required to be able to change the voicemail passwords using a phone.

This configuration should be done:

mkdir -p /etc/systemd/system/asterisk.service.d
cat >/etc/systemd/system/asterisk.service.d/remote-confd-voicemail.conf <<EOF
[Service]
Environment=CONFD_HOST=localhost
Environment=CONFD_PORT=9486
Environment=CONFD_HTTPS=true
Environment=CONFD_USERNAME=<username>
Environment=CONFD_PASSWORD=<password>
EOF
systemctl daemon-reload

WebRTC¶

General notes¶

Note

added in version 2016.04

XiVO comes with a WebRTC lines support, you can use in with XiVO UC Assistant and Desktop Assistant. Before starting, please check the WebRTC Environment.

Current WebRTC implementation requires following configuration steps:

configure asterisk to accept websocket connections,
and create user with one line configured for WebRTC. To have user with both SIP and WebRTC line is not supported.

Configuration of XiVO PBX for WebRTC¶

Warning

Security warning: when enabling WebRTC you need to ensure that you do it securely:

by securing the access to the ARI,
and by securing (e.g. via an external firewall) the access to the asterisk HTTP server (which listens on port 5039).

First, secure ARI connection (this step is very important otherwise your XiVO PBX won’t be secure) :

Generate a password (e.g. with pwgen -s 16)
Edit file /etc/asterisk/ari.conf

replace:

password = Nasheow8Eag

by:

password = <YOUR_GENERATED_PASSWORD>

Then, open asterisk HTTP server to accept outside websocket connections:

Edit file /etc/asterisk/http.conf
replace:
```
bindaddr=127.0.0.1
```

by:

bindaddr=0.0.0.0

By default, asterisk HTTP server has a limit of 100 websocket connections. You can change this limit in the /etc/asterisk/http.conf file:

sessionlimit=200

Restart XiVO PBX services to apply the new settings:

xivo-service restart

Configuration of user with WebRTC line¶

Create user
Add line to user without any device
Edit the line created and, in the Advanced tab, add webrtc=yes options:

Manual configuration of user with WebRTC line¶

For the records

WebRTC manual configuration¶

Note

This is the manual way to configure a WebRTC line. It is here for the record. You should follow the Configuration of user with WebRTC line instead.

Create user
Optional: set codec to ulaw

Add line to user without any device
Configure Advanced Line options, so that it is usable with the softphone WebRTC

avpf = yes
call-limit = 1 ; use 2 from 2017.11.03
dtlsenable = yes ; Tell Asterisk to enable DTLS for this peer
dtlsverify = no ; Tell Asterisk to not verify your DTLS certs
dtlscertfile=/etc/asterisk/keys/asterisk.pem ; Tell Asterisk where your DTLS cert file is
dtlsprivatekey = /etc/asterisk/keys/asterisk.pem ; Tell Asterisk where your DTLS private key is
dtlssetup = actpass ; Tell Asterisk to use actpass SDP parameter when setting up DTLS
encryption = yes
force_avp = yes
icesupport = yes
transport = ws

Web Services Access¶

You may configure Web Services / REST API permissions in Configuration ‣ Management ‣ Web Services Access.

Web services access may have two different meanings:

Who may access REST APIs of various XiVO daemons, and which resources in those REST APIs?
Who may access PHP web services under https://xivo.example.com/xivo/configuration/json.php/*?

REST API access and permissions¶

Those REST API interfaces are documented on http://<youxivo>.api. They all require an authorization token, obtained by giving valid credentials to the REST API of xivo-auth. The relevant settings are:

Login/Password: the xivo-auth credentials (for the xivo-auth backend xivo_service)
ACL: The list of authorized REST API resources. See REST API Permissions.

Unlike PHP web services, there is no host-based authorization, so the Host setting is not relevant.

A few REST API access are automatically generated during the installation of XiVO, so that XiVO services may authenticate each other.

You will probably only need to create such a REST API access when you want another non-XiVO service to communicate with XiVO via REST API.

PHP web services¶

Warning

DEPRECATED

Those web services are deprecated. There is no documentation about their usage, and the goal is to remove them.

They are still protected with HTTP authentication, requiring a login and password. The relevant settings are:

Login/Password: the HTTP authentication credentials
Host: the authorized hosts that are allowed to make HTTP requests:
- Empty value: HTTP authentication
- Non-empty value: no HTTP authentication, all requests coming from this host will be accepted. Valid hosts may be: a hostname, an IP address, a CIDR block.

There is no fine-grained permissions: either the user has access to every PHP web services, or none.

xivo-confd¶

Warning

DEPRECATED

There is also a special case for authentication with xivo-confd. See XiVO REST API for more details.

Contact Center¶

In XiVO, the contact center is implemented to fulfill the following objectives :

Call routing

Includes basic call distribution using call queues and skills-based routing
Agent and Supervisor workstation.

Provides the ability to execute contact center actions such as: agent login, agent logout and to receive real time statistics regarding contact center status
Statistics reporting

Provides contact center management reporting on contact center activities
Advanced functionalities

Call recording
Screen Pop-up

Agents¶

Introduction¶

A call center agent is the person who handles incoming or outgoing customer calls for a business. A call center agent might handle account inquiries, customer complaints or support issues. Other names for a call center agent include customer service representative (CSR), telephone sales or service representative (TSR), attendant, associate, operator, account executive or team member.

—SearchCRM

In this respect, agents in XiVO have no fixed line and can login from any registered device.

Getting Started¶

Create a user with a SIP line and a provisioned device.
Create agents.
Create a queue adding created agent as member of queue.

Creating agents¶

Service > Call center > Agents > General¶

These settings are specific for a given agent.

Service > Call center > Agents > Users¶

These settings are specific for a given agent.

Service > Call center > Agents > Queues¶

These settings are specific for a given agent.

Service > Call center > Agents > Advanced¶

These settings are specific for a given agent.

Service > IPBX > General settings > Advanced > Agent¶

These settings are global for all agents.

Queues¶

Call queues are used to distribute calls to the agents subscribed to the queue. Queues are managed on the Services ‣ Call Center ‣ Queues page.

Services ‣ Call Center ‣ Queues ‣ Add

A queue can be configured with the following options:

Name: used as an unique id, cannot be general

Display name: Displayed on the supervisor screen

On-Hold music: The music the caller will hear. The music is played when waiting and when the call is on hold.

A ring strategy defines how queue members are called when a call enters the queue. A queue can use one of the following ring strategies:

Linear: For each call, in the same order, starting from the same member

For agents: In login order

For static members: In definition order

Least recent: call the member who least recently hung up a call

Fewest calls: call the member with the fewest completed calls

Round robin memory: call the “next” member after the one who answered last

Random: call a member at random

Weight random: same as random, but taking the member penalty into account

Warning

When editing a queue, you can’t change the ring strategy to linear. This is due to an asterisk limitation. Unfortunately, if you want to change the ring strategy of a queue to linear, you’ll have to delete it first and then create a new queue with the right strategy.

Note

When an agent is a member of many queues, configured with the same weight, the order of call distribution between multiple queues is nondeterministic and cannot be configured.

In order to have a deterministic behavior, you MUST configure different weight on each queues.

Timers¶

You may control how long a call will stay in a queue using different timers:

Member reachabillity time out (Advanced tab): Maximum number of seconds a call will ring on an agent’s phone. If a call is not answered within this time, the call will be forwarded to another agent.

Time before retrying a call to a member (Advanced tab): Used once a call has reached the “Member reachability time out”. The call will be put on hold for the number of seconds alloted before being redirected to another agent.

Ringing time (Application tab): The total time the call will stay in the queue.

Timeout priority (Application tab): Determines which timeout to use before ending a call. When set to “configuration”, the call will use the “Member reachability time out”. When set to “dialplan”, the call will use the “Ringing time”.

No Answer¶

Calls can be diverted on no answer:

No answer: The call reached the “Ringing time” in Application tab and no agent answered the call
Congestion: The number of calls waiting has reached the “Maximum number of people allowed to wait” limit specified on the advanced tab
Fail: No agent was available to answer the call when the call entered the queue (“Join an empty queue” condition on the advanced tab) or the call was queued and no agents were available to answer (“Remove callers if there are no agents” on the advanced tab)

Advanced¶

Weight: Give the queue a priority to others queues (if agents belong to two or more queues). Check weight warning for explanation.

Warning

When configuring a queue with a higher weight, all the calls in this queue will be prioritized over the calls of other queues if they they have the same set of members.

Here, the red call must wait end of orange and green calls. Even if the red calls ring agent first, if for some reasons agent did not answer red call, the red call will have to wait for orange and green. If some others orange or green calls come after, red call will also have to wait.

Actually, red call must wait that queue of weight 2 and queue of weight 1 be completely empty.

Diversions¶

Diversions can be used to redirect calls to another destination when a queue is very busy. Calls are redirected using one of the two following scenarios:

The diversion check is done only once per call, before the preprocess subroutine is executed and before the call enters the queue.

In the following sections, a waiting call is a call that has entered the queue but has not yet been answered by a queue member.

Estimated Wait Time Overrun¶

When this scenario is used, the administrator can set a destination for calls to be sent to when the estimated waiting time is over the threshold.

Note that if a new call arrives when there are no waiting calls in the queue, the call will always be allowed to enter the queue.

Note

this estimated waiting time is computed from the actual hold time of all answered calls in the queue (since last asterisk restart) according to an exponential smoothing formula
the estimated waiting time of a queue is updated only when a queue member answers a call.

Number of Waiting Calls per Logged-In Agent Overrun¶

When this scenario is used, the administrator can set a destination for calls to be sent to when the number of waiting calls per logged-in agent is over the threshold.

The number of waiting calls includes the call for which the check is currently being performed.

The number of logged-in agents is the sum of user members and currently logged-in agent members. An agent only needs to be logged in and a member of the queue to participate towards the count of logged-in agents, regardless of whether he is available, on call, on pause or on wrapup.

The maximum number of waiting calls per logged-in agent can have a fractional part.

Here are a few examples:

Maximum number of waiting calls per logged-in agent: 1
Current number of waiting calls: 2
Current number of logged-in agents: 2
Number of waiting calls per logged-in agent when a new call arrives: 3 / 2 = 1.5
Call will be redirected

Maximum number of waiting calls per logged-in agent: 0.5
Number of waiting calls: 5
Number of logged-in agents: 12
Number of waiting calls per logged-in agent when a new call arrives: 6 / 12 = 0.5
Call will not be redirected

Note that if a new call arrives when there are no waiting calls in the queue, the call will always be allowed to enter the queue. For example, in the following scenario:

Maximum number of waiting calls per logged-in agent: 0.5
Current number of waiting calls: 0
Current number of logged-in agents: 1
Number of waiting calls per logged-in agent when a new call arrives: 1 / 1 = 1

Even if the number of waiting calls per logged-in agent (1) is greater than the maximum (0.5), the call will still be accepted since there are currently no waiting calls.

Contact Center Management¶

Introduction¶

CCmanager is a web application to manage and supervise a contact center, different menus are available from hamburger icon with following features:

Global view: Queues and penalties with real time activity of each agent, possible options are
1. Enable Compact view (remove queue statistics)
2. Show/Hide agents that are not logged in
Group view: Distribution of agents per queues
Queue view: Activity per queue
Agent view: Activity per agent, possible actions are [1]
1. Login / Logout
2. Pause / Available
3. Listen [2]
4. Call [2]
Callback view: List of callbacks

Start the application : http://<xucmgt:port>/ccmanager

Authorizations and Access Control¶

Access to the application is restricted to authorized users (see Access authorizations in CCManager).

Queue statistics¶

This diagram shows some aggregation about statistics collected from queue activity

Percentage of calls answered before 15s
Percentage of calls abandoned after 15s
Number of available agents to take calls
Number of pending calls not answered yet

Editing Agent Configuration¶

This interface allows a user to change queue assignement and the associated penalty. The queue table display the following columns

“Number”: The queue number
“Name”: The queue name
“Penalty”: The active penalty for the corresponding queue
“default”: The default penalty for the corresponding queue

The queue/active penalty couples can be saved as default configuration by clicking the “Set default” button, then “Save”. The queue/default penalty couples can be saved as active configuration by clicking the “Set current” button, then “Save”.

Note

Removing an agent from a queue

Emptying the penalty textbox and saving will remove the queue from the active configuration for the agent.
Emptying the default textbox and saving will remove the queue from the default configuration for the agent.

Multiple Agent Selection¶

From agent view you are able to add or remove more than one agent at the same time.

Once the agent selection is done, click on the edit button to display the configuration window

Click on the plus button to add a queue for selection, click on the minus button to remove a queue to the selection. Once queue to add or removed are choosen, click on save button to apply your configuration change.

Click on “Apply default configuration” to apply existing default configuration to all selected users and make it the active configuration. This action only affects users with an existing default configuration, agents whithout default configuration remain unchanged.

Agent Base Configuration¶

From the agent view, after selecting one or more agents, you can create a base configuration by clicking on one of the menu item in the following drop down:

_images/ccmanager-base-batch-dropdown.png

‘Create base configuration’ will allow you to create a base configuration from scratch for all the selected agents.
‘Create base configuration from active configuration’ will allow you to create a base configuration using the selected agents active configuration. The queue membership and penalty populated will be built based on the merged membership of all the selected agents. In case of conflict, the lowest penalty will be used.

In both cases, you will be able to review your changes before applying them. The ‘Create base configuration’ popup is similar to the single agent edition popup:

The queue table display the following columns:

“Number”: The queue number
“Name”: The queue name
“Penalty”: The active penalty for the corresponding queue

Click on the plus button to add a queue for selection. Once your configuration is complete, click on save button to apply your configuration change.

Applying Default Configuration¶

In order to re-apply or apply a default configuration, you may select agent whose base configuration is different from active configuration.

In the agent view, you will find a new column (Base config.) displaying if the base configuration is different from the active one:

The possible values for this field are:

“n/a”: The base configuration is not available for this agent
“Ok” : The base configuration match the active configuration
“Different”: The base configuration does not match the active configuration

You can use this column to filter agent whose base configuration is different from the active one and then apply the default configuration by using the “Edit agent” option.

Thresholds¶

Color thresholds can be defines for the waiting calls counter and the maximum waiting time counter

Applies to the queue view and the global view

Callbacks¶

This view allows to manage callback request see Managing Callbacks Using CCManager for details

Footnotes

[1]	Available actions depend on the state of the agent

[2]	(1, 2) Only supervisors which have their own line can listen to or call agents, not supported for mobile supervisors, a line has to be affected to supervisors in xivo

CC Agent Environment¶

Note

This section describes the CC Agent application features. It is available as a web application from your Web Browser. It is also available as a desktop application with these additionnal features:

show integrated popup when receiving call

get keyboard shortcut to answer/hangup and make call using Select2Call feature

handle callto: and tel: links

be able to minimize the application to a side bar

To install the desktop application, see the desktop application installation page.

What is the CC Agent application ?

CC Agent is a Web application for contact center operators. Some parameters for Recording, Callbacks, Queue control, Pause statuses and Sheet popup may be configured. Instructions can be found in the configuration section.

From the interface you will be able to :

Manage your activities you are subscribed to receive calls.
See the customer history inside your organization when a call is coming
Interact with your phone from the call control panel
Get some real time statistics of your session

The web application can either be displayed in a minimal bar or be extended as seen in screen shot below when launched as standalone application. See desktop application.

Warning

The application offers support for the WebRTC lines, currently there’s a limitation on complementary services like conference or second call which are partially supported.

Login¶

Enter your XiVO client username, password and phone set you want to logged to on the login page.

If you are using Kerberos authentication and enabled SSO (see Kerberos Authentication), then you only have to set your phone set number, the authentication and login will be done automatically:

Statistics¶

At the top of the application, computed statistics from XUC are displayed to monitor the agent activity. Simply hover the icon to know its definition.

They are updated once current action is over.

Activities¶

Once logged in you are automatically redirected to activities view, this view contains the list of activities you are registered in.

Hovering an activity triggers a popover which displays some real-time statistics about call distribution in this queue. You may also call or transfer a call to an activity using the displayed phone icon

It is possible to filter on favorite activities just by clicking My activities check box.

Activity management¶

You can manage subscription if allowed globally for the application (see CC Agent configuration). If enabled you will be able to enter/quit an activity just by clicking on checkbox associated to it.

Each time you enter an activity, it is automatically added to your favorites. At any time you can remove it by clicking on minus sign next to the name in My activities view.

Note

You can remove an activity if and only if you are not already registered in.

It’s also possible to enter all your favorites activities just by one click on All checkbox.

User directory search¶

When using the Agent interface, you can at any time search for a user existing in your directory:

Known limitations¶

The search support is limited so far to simple words without spaces and simple characters.

Agent list¶

When clicking on the Agents menu, you will see displayed, all the agents of your group. By hovering one of them, you will quickly find his current state (ready, calling, in pause…)

A simple click on the phone icon when agent is hovered will trigger a call to its phone number associated.

Call tracking & control¶

When using the Agent interface, you will see your current calls at the top of the screen:

This panel will display the current caller name & number and also the associated activity if the call came from one. You also have two indicator on the right side letting you know if the call is currently recorded and if the call is currently listened by a supervisor.

By hovering your mouse on the call line, an action pane will slide to display action button on the related call. The available buttons depend on the call state.

The Agent interface use Desktop notification but this feature needs to be enabled from the browser window when logging in:

Known limitations¶

The transfer support is limited, to transfer a call you need to write the number to the search field, then click the attended transfer button and then you can complete the transfer by the complete transfer button.
Conference and second call except the attended transfer are not supported for agents with webRTC lines.

Also see the phone integration Known limitations.

Agent Call history¶

First menu History tab is displaying the call history of connected agent.

Information shown in the call list are :

destination number or name of callee if call is emitted
source number or name of caller if a call is received or missed
Call icon status and call start date

By clicking on phone icon you will be able to call back if needed.

Warning

Pay attention that agent history is not the phone device history, but his call activity independently the device he is connected to. Actually when agent is logged out, if a call is received on his last used phone, nothing will be shown in his history.

Note

A call answered by another agent from the queue, will appear as answered in the history of the first agent.

Customer Call History¶

Meanwhile phone is ringing or discussion is ongoing, it is possible to have a quick overview of the customer call history of the caller just by clicking information menu.

The customer history is displayed from most recent to last one with an icon to know quickly waiting time of current or previous call :

agent with grey play icon states for current call
agent with red bubble icon states for an unanswered call
agent with green bubble icon states for an answered call

Note

If a call is answered (green icon), hovering the line will give the name of the agent who took the call.

Customer Call Context¶

Second tab of information menu displays all attached data enriched to the ongoing call or display Sheet fields if you are using Sheet Configuration.

The customer history is displayed from most recent to last one with an icon to know quickly waiting time of current or previous call :

It’s also possible to trigger either to open a web page, see Screen Popup or completely integrate a third party application while agent is having calls, see Configuration.

Callbacks¶

This view allows to manage callback request see Processing Callbacks with CCAgent for details.

Recording¶

XiVO CC includes a call recording feature: recording is done on XiVO PBX and recorded files are sent to the XiVO CC Recording server. Then it’s possible to search for recordings and download recorded files from Recording server.

Recording¶

For configuring this feature, see Recording configuration.

Description¶

Recording feature allows to keep the conversation between caller and callee and stores them on dedicated recording server. All the files are then available for download only for predefined granted users. Recording is done on XiVO PBX and sent to Recording server. If recorded file can’t be synchronized on XiVO CC Recording Server, files might be found on XiVO PBX in

ls -al /var/spool/xivocc-recording/failed

These files will be automatically resynchronized from XiVO PBX to XiVO CC Recording server each night.

You can then search:

by caller, callee, agent number etc.
or by callid
and then download the recording

On Recording server, one can monitor the space used by the audio files stored in Contrôle d'enregistrement menu.

Transferred calls recordings¶

In case an agent has transferred a call to another queue, which was answered by the agent available in that queue, the recording feature will display both agents (name and number) in column Agent and both queues (name and number) under column File in one recording.

Recording filtering¶

For configuring this feature, see Recording filtering configuration.

Description¶

Recording server allows to prevent some numbers not to be recorded.

You can deactivate recording either

for specific called numbers (called Incalls or called Queues or called Users),
or, on outgoing calls, for calling Users internal numbers

Note

This feature is designed to activate recording globally (e.g. for every Queues) and then deactivate it for some Queues (e.g. for queue 1001)

To do so, navigate to : http://192.168.0.2:9400/recording_control and in page Contrôle d'enregistrement you can add or remove the number to disable recording on this number.

Limitations¶

Recording can only be disabled for specific Incalls, Queues, Users and External called numbers.
Recording can’t be disabled for one Agent.
Recording can only be disabled by the object number (to disable recording for one queue it must have a number).

Gateway recording¶

For configuring this gateway, see Gateway recording configuration.

Description¶

This gateway offload the duty of recording file from XiVO PBX (as it can be costly due to R/W process) and will synchronize files directly with Recording server. It replaces completely the xivo-recording package.

Callbacks¶

Introduction¶

The goal of the callback system is to be able to perform scheduled outgoing calls. These requests can be completed with specific information such as a description or a personal name.

The core object of the callback system is the callback request. A callback request is made of the following fields:

First name of person to call
Last name
Phone number
Mobile phone number
Company name
Description
Due date

Each callback request is associated to a predefined callback period, which represents the preferred interval of the day in which the call should be performed.

A callback request cannot exist on its own: it must be stored in a callback list, which is itself associated to a queue.

Once a callback request has been performed, it generates a callback ticket. This ticket sums up the original information of the callback request, but adding some new fields:

Start date: date at which the callback request was actually performed
Last update: date of the last modification of the ticket
Comment
Status : the result of the callback
Agent: the Call Center agent who performed the callback

Callback Lists¶

A callback list is an object which will contain callback request. It is associated to a queue, and several callback lists can be associated to the same queue. Callback lists are created using the configuration manager

Once created, a list can be populated whether through the Callbacks tab of the CCManager, or programmatically through the web services of the configuration server.

Callback Periods¶

A callback period represents an interval of the day, bounded by a start date and an end date. It can be set as the default interval, so that a newly created callback request will be associated to this period if none is specified.

Managing Callbacks Using CCManager¶

Using the CCManager callback view you may import a list of callbacks, monitor callback completion and download the associated tickets.

Importing Callbacks¶

Callbacks can be imported from a CSV file into a callback list.

Line delimiter must be a new line character and column separator must be one of: ‘|’ or ‘,’ or ‘;’. Columns can be optionaly enclosed by double-quote ‘”’.

The file must look like the following:

phoneNumber|mobilePhoneNumber|firstName|lastName|company|description|dueDate|period
0230210092|0689746321|John|Doe|MyCompany|Call back quickly||
0587963214|0789654123|Alice|O'Neill|YourSociety||2016-08-01|Afternoon

The header line must contain the exact field named described below:

Field Name	Description
phoneNumber	The number to call (at least either phoneNumber or mobilePhoneNumber is required)
mobilePhoneNumber	Alternate number to call
firstName	The contact first name (optional)
lastName	The contact last name (optional)
description	A text that will appear on the agent callback pane
dueDate	The date when to callback, using ISO format: YYYY-MM-DD, ie. 2016-08-01 for August, 1st, 2016. If not present the next day will be used as dueDate (optional)
period	The name of the period as defined in callback list. If not present, the default period will be used (optional)

When an agent takes a callback, the column Taken by is updated with the number of the agent. The callback disappears when it is processed.

Exporting Callbacks Tickets¶

The tickets of the processed callbacks can be downloaded by clicking on the Download tickets button.

The downloaded file is a csv file with the comma ‘,’ as delimiter.

Processing Callbacks with CCAgent¶

The agent can see the callbacks related to the queues he is logged on. They are available in the Callbacks menu. A notification is also shown to display pending callbacks in menu to know status at any time and from any other screen of the application.

On this page, the agent only has access to basic information about the callback: activity and due date, On the left of each callback line, a colored clock indicates the temporal status of this callback:

yellow if the callback is to be processed later
green if we are currently inside the callback period
red if the callback period is over

To process one of these callbacks, the agent must click on one of the callbacks line.

To launch the call, the agent must click on one of the available phone numbers.

Once the callback is launched, the status can be changed and a comment can be added.

If you set ‘To reschedule’ as status, the callback can be rescheduled at a later time and another period:

Other statuses are available to be set and will close callback once saved :

Answered if caller accepted the call

NoAnswer if caller were unreachable

Fax if callback has been resolved thanks to a Fax message

Handled by mail if callback has been resolved thanks to an E-mail

Clicking on the calendar icon next to the “New due date” field, will popup a calendar to select another callback date.

Skills-Based Routing¶

Introduction¶

Skills-based routing (SBR), or Skills-based call routing, is a call-assignment strategy used in call centres to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. It is an enhancement to the Automatic Call Distributor (ACD) systems found in most call centres. The need for skills-based routing has arisen, as call centres have become larger and dealt with a wider variety of call types.

—Wikipedia

In this respect, skills-based routing is also based on call distribution to agents through waiting queues, but one or many skills can be assigned to each agent, and call can be distributed to the most suitable agent.

In skills-based routing, you will have to find a way to be able to tag the call for a specific skill need. This can be done for example by entering the call distribution system using different incoming call numbers, using an IVR to let the caller do his own choice, or by requesting to the information system database the customer profile.

Skills-Based Routing

Getting Started¶

Create the skills
Apply the skills to the agents
Create the skill rule sets
Assign the skill rule sets using a configuration file
Apply the skill rule sets to call qualification, i.e. incoming calls by using the preprocess subroutine field

Note that you shouldn’t use skill based routing on a queue with queue members of type user because the behaviour is not defined and might change in a future XiVO version.

Skills¶

Skills are created using the menu Services ‣ Call center ‣ Skills. Each skill belongs to a category. First create the category, and in this category create different skills.

Note that a skill name can’t contain upper case letters and must be globally unique (i.e. the same name can’t be used in two different categories).

Skills Creation

Once all the skills are created you may apply them to agents. Agents may have one or more skills from different categories.

Apply Skills to Agents

It is typical to use a value between 0 and 100 inclusively as the weight of a skill, although any integer is accepted.

Skill Rule Sets¶

Once skills are created, rule sets can be defined.

A rule set is a list of rules. Here’s an example of a rule set containing 2 rules:

WT < 60, english > 50
english > 0

The first rule of this rule set can be read as:

If the caller has been waiting for less than 60 seconds (WT < 60), only try to call agents which have the skill “english” set to a value higher than 50; otherwise, go to the next rule.

And the second rule can be read as:

Only try to call agents which have the skill “english” set to a value higher than 0.

Let’s examine some simple scenarios, because there’s actually some subtilities on how calls are distributed. We will suppose that we have a queue with the default settings and the following members:

Agent A, with skill english set to 75
Agent B, with skill english set to 25

Scenario 1¶

Given:

Agent A is logged and not in use
Agent B is logged and not in use
There is no call in the queue

When a new call enters the queue, then it is distributed to Agent A. As long as Agent A is available and doesn’t answer the call, the call will never be distributed to Agent B, even after 60 seconds of waiting time.

When another call enters the queue, then after 60 seconds of waiting time, this call will be distributed to Agent B (and the first call will still be distributed only to Agent A).

The reason is that there’s a difference between a call that is being distributed (i.e. that is making agents ring) and a call that is waiting for being distributed. When a call is being distributed to a set of members, no other rule is tried as long as there’s at least 1 of these members available.

Scenario 2¶

Given:

Agent A is not logged
Agent B is logged and not in use
There is no call in the queue

When a new call enters the queue, then it is immediately distributed to Agent B.

The reason is that when there’s no logged agent matching a rule, the next rule is immediately tried.

Rules¶

Each rule set is composed of rules, and each rule has two parts, separated by a comma:

the first part (optional) is the “dynamic part”
the second part is the “skill part”

Each part contains an expression composed of operators, variables and integer constants.

Operators¶

The following operators can be used inside rules:

Comparison operators:

operand1 ! operand2 (is not equal)
operand1 = operand2 (is equal)
operand1 > operand2 (is greater than)
operand1 < operand2 (is lesser than)

Logical operators:

operand1 & operand2 (both are true)
operand1 | operand2 (at least one of them are true)

‘!’ is the operator with the higher priority, and ‘|’ the one with the lower priority. You can use parentheses ‘()’ to change the priority of operations.

Dynamic Part¶

The dynamic part can reference the following variables:

WT
EWT

The waiting time (WT) is the elapsed time since the call entered the queue. The time the call pass in an IVR or another queue is not taken into account.

The estimated waiting time (EWT) has never fully worked. It is mentioned here only for historical reason. You should not use it. It might be removed in a future XiVO version.

Examples:

WT < 60

Skill Part¶

The skill part can reference any skills name as variables.

You can also use meta-variables, starting with a ‘$’, to substitute them with data set on the Queue() call. For example, if you call Queue() with the skill rule set argument equal to:

select_lang(lang=german)

Then every $lang occurrence will be replaced by ‘german’.

Create Skill Rule Sets

Examples:

english > 50
technic ! 0 & ($os > 29 & $lang > 39 | $os > 39 & $lang > 19)

Evaluation¶

Note that the expression:

english | french

is equivalent to:

english ! 0 | french ! 0

Sometimes, a rule references a skill which is not defined for every agent. For example, given the following rule:

english > 0 | english < 1

Then, for an agent which has the skill english defined, the result of this expression is always true. For an agent which does not have the skill english defined, the result of this expression is always false.

Said differently, an agent without a skill X is not the same as an agent with the skill X set to the value 0.

Technically, this is what is happening when evaluating the rule “english > 0” for an agent without the skill english:

  english > 0
=     <Substituing english with the agent value>
  "undefined" > 0
=     <A comparison with "undefined" in at least one operand yields undefined>
  "undefined"
=     <In a boolean context, "undefined" is equal to false>
  false

This behaviour applies to every comparison operators.

Also, the syntax that is currently accepted for comparison is always of the form:

variable cmp_op constant

Where “variable” is a variable name, “cmp_op” is a comparison operator and “constant” is an integer constant. This means the following expressions are not accepted:

10 < english (but english > 10 is accepted)
english < french (the second operand must be a constant)
10 < 11 (the first operand must be a variable name)

Apply Skill Rule Sets¶

A skill rule set is attached to a call using a bit of dialplan. This dialplan is stored in a configuration file you may edit using menu Services ‣ IPBX ‣ Configuration Files.

Use Rule Set In Dialplan

In the figure above, 3 different languages are selected using three different subroutines.

Each of this different selections of subroutines can be applied to the call qualifying object. In the following example language selection is applied to incoming calls.

Apply Rule Set to Incoming Call

Example:

Configuration file for simple skill selection :

[simple_skill_english]
exten = s,1,Set(XIVO_QUEUESKILLRULESET=english_rule_set)
same  =   n,Return()

[simple_skill_french]
exten = s,1,Set(XIVO_QUEUESKILLRULESET=french_rule_set)
same  =   n,Return()

Monitoring¶

You may monitor your waiting calls with skills using the asterisk CLI and the command queue show <queue_name>:

xivo-jylebleu*CLI> queue show services
services has 1 calls (max unlimited) in 'ringall' strategy (0s holdtime, 2s talktime), W:0, C:1, A:10, SL:0.0% within 0s
  Members:
     Agent/2000 (Not in use) (skills: agent-1) has taken no calls yet
     Agent/2001 (Unavailable) (skills: agent-4) has taken no calls yet
  Virtual queue english:
  Virtual queue french:
     1. SIP/jyl-dev-assur-00000017 (wait: 0:05, prio: 0)
  Callers:

You may monitor your skills groups with the command queue show skills groups <agent_name>:

xivo-jylebleu*CLI> queue show skills groups <PRESS TAB>
agent-2   agent-3   agent-4   agent-48  agent-7   agent-1
xivo-jylebleu*CLI> queue show skills groups agent-1
Skill group 'agent-1':
  - bank           : 50
  - english        : 100

You may monitor your skills rules with the command queue show skills rules <rule_name>:

xivo-jylebleu*CLI> queue show skills rules <PRESS TAB>
english      french       select_lang
xivo-jylebleu*CLI> queue show skills rules english
Skill rules 'english':
  => english>90

Reporting and statistics¶

Introduction¶

Pack reporting is a part of the XivoCC. It aims at computing historical statistics, which are stored in the xivo_stats database. Sample reports based on them are accessible in SpagoBI.

Known limitations¶

Queue members should only be agents. If users are members of a queue, their statistics will be incomplete.
Configuration modifications on the XiVO (such as an agent deletion) are replicated on the statistics server, and their previous value is not kept. However, statistics history is preserved.
POPC statistics are not accurate.
Calls longer than 4 hours are considered as unterminated calls and therefore communication time is set to 0 for these calls.
If two agents are associated to the same call, they will have the same hold time for this call.
Transfer statistics limitations :
- Given two queues Q1 and Q2, two agents A1 and A2, and an external caller C.
  - C calls Q1 and A1 answers
  - A1 transfers to Q2 and A2 answers
  - A2 transfers to the outside
Then the second transfer is seen as a transfer to the outside.
- Given one queue Q1, Two agents A1 and A2 and an external caller C.
  - C calls Q1 and A1 answers
  - A1 transfers to A2 through internal phone number
  - A1 completes the transfer
Then the call between A2 and C is not computed at all in statistics.

Using SpagoBi¶

Scheduling reports¶

Due to a SpagoBi limitation, when scheduling reports using string parameters, you need to enter manualy the parameter using comma and quotes to separate values. Example for queues support, technical and sales, the parameters of the schedulers must be filled as follow:

‘support’,’technical’,’sales’

Reporting Architecture¶

Attached Data¶

The pack reporting allows to attach as mush data as wished to a given call, in order to find them in the reporting database for future use. This data must be in the form of a set of key-value pairs.

To attach data to a call, you must use the dialplan’s CELGenUserEvent application:

exten = s,n,CELGenUserEvent(ATTACHED_DATA,my_key=my_value)

This will insert the following tuple in the attached_data table:

key	value
my_key	my_value

Using SpagoBi¶

You may use Jaspersoft® Studio to design you own reports.

Warning

Due to a limitation in SpagoBi do not use single quotes in your reports name, otherwise you will not be able to schedule your report (see #213).

Using Kibana¶

Kibana is a web tool used to compute statistics based on Elasticsearch content. The reports packaged with the Pack reporting give you an outline of your recent call center activity. Here is a Kibana sample panel:

Graphs are based on the queue_log table, enriched with agent names and agent groups, and inserted into an Elasticsearch index. It contains avents about calls placed on queues, and events about agent presences.

For each entry in the queue_log index, the following attributes are available:

queudis`downloads page playname : Queue display name
data1: basic queue_log data, with a different meaning according to the event
callid : Call unique identifier, generated by Asterisk
event : Call or agent status event - please see below
agentnumber: Agent number
queuename : Technical queue name
groupname : Agent group name
queuetime: Time of the event
agentname : Name of the agent, if available

The event can be one of the following (for a detailed explanation, please refer to https://wiki.asterisk.org/wiki/display/AST/Queue+Logs):

Call events:
- FULL
- CONNECT
- EXITEMPTY
- CLOSED
- EXITWITHTIMEOUT
- JOINEMPTY
- ABANDON
- ENTERQUEUE
- TRANSFER
- COMPLETEAGENT
- COMPLETECALLER
- RINGNOANSWER
Agent or queue event:
- ADDMEMBER
- PAUSEALL
- PAUSE
- WRAPUPSTART
- UNPAUSE
- UNPAUSEALL
- PENALTY
- CONFIGRELOAD
- AGENTCALLBACKLOGIN
- AGENTCALLBACKLOGOFF
- REMOVEMEMBER
- PRESENCE
- QUEUESTART

Database schema¶

Glossary¶

uniqueId :

unqiueId are Ids generated by asterisk for each call leg.
When A calls B we get a call leg for A and one for B, each one is a separate uniqueId.
in cel asterisk table you can find all event linked to a call leg by looking for it in the column uniqueId.

linkedId :

the column linkedId in cel Asterisk table contains a uniqueId which links the two legs of the call.
The leg which initiates the call (A leg) will have the same value for both uniqueId and linkedId columns.
The other leg (B leg) will have the uniqueId of B in uniqueId column and will have the uniqueId of A in linkedId one.

call_data¶

Each line in call_data, correspond to a unique call and contains only one uniqueId of one call leg. This table is aggregated in near real time with the data of cel Asterisk table.

Important

End of a call is considered when phone is hung up, we don’t consider the time of transfers that can be done besides initial call.

Column	Type	Description
id	INTEGER
uniqueid	VARCHAR	Call unique reference, generated by Asterisk
dst_num	VARCHAR	Called number
start_time	TIMESTAMP	Call start time
answer_time	TIMESTAMP	Call answer time
end_time	TIMESTAMP	Call end time (phone is hung up)
status	status_type	Call status. Beware: only answered is properly filled.
ring_duration_on_answer	INTEGER	Ring time of the endpoint answering the call, in seconds
transfered	BOOLEAN	True if the call has been transfered
call_direction	call_direction_type	Call direction (‘’incoming’’ : call from the outside, received by XiVO ; ‘’outgoing’’ : call to the outside, originated by an endpoint associated to XiVO ; ‘’internal’’ : call taking place entirely inside the XiVO)
src_num	VARCHAR	Calling number
transfer_direction	call_direction_type	Indicates the transfer direction, if relevant
src_agent	VARCHAR	Agent originating the call
dst_agent	VARCHAR	Agent receiving the call, if it is a direct call on an agent. Not filled when the call is destined to a queue
src_interface	VARCHAR	Interface originating the call (in the Asterisk sense, ex : SCCP/01234)

attached_data¶

Data attached to the call (cf. Attached Data)

Column	Type	Description
id	INTEGER
id_call_data	INTEGER	Id of the associated tuple in call_data
key	VARCHAR	Name of the attached data
value	VARCHAR	Value of the attached data

call_element¶

Part of a call matching the reaching of an endpoint

Column	Type	Description
id	INTEGER
call_data_id	INTEGER	Id of the associated tuple in call_data
start_time	TIMESTAMP	Time at which the endpoint was called
answer_time	TIMESTAMP	Answer time for the endpoint
end_time	TIMESTAMP	End time of this call part
interface	VARCHAR	Endpoint interface

call_on_queue¶

Calls on a queue

Column	Type	Description
id	INTEGER
callid	VARCHAR	Call unique reference, generated by Asterisk
queue_time	TIMESTAMP	Time of entrance in the queue
total_ring_seconds	INTEGER	Total ring time, in seconds (includes ringing of non-answered calls)
answer_time	TIMESTAMP	Answer time
hangup_time	TIMESTAMP	Hangup time
status	call_exit_type	Call status (full: full queue; closed: closed queue; joinempty: call arrived on empty queue; leaveempty : exit when queue becomes empty; divert_ca_ratio : call redirected because the ratio waiting calls/agents was exceeded ; divert_waittime: call redirected because estimated waiting time was exceeded; answered: call answered ; abandoned: call abandoned; timeout : maximum waiting time exceeded)
queue_ref	VARCHAR	Technical queue name
agent_num	VARCHAR	Number of the agent taking the call, if relevant

hold_periods¶

Hold periods

Column	Type	Description
id	INTEGER
linkedid	VARCHAR	Call unique reference, generated by Asterisk
start	TIMESTAMP	Hold start time
end	TIMESTAMP	Hold end time

stat_queue_periodic¶

Statistics aggregated by queue and time interval (15 minutes)

Column	Type	Description
id	INTEGER
time	TIMESTAMP	Start time of the considered interval
queue	VARCHAR	Queue technical name
answered	INTEGER	Number of answered calls
abandoned	INTEGER	Number of abandoned calls
total	INTEGER	Total number of calls received on the queue (which excludes the calls dissuaded before entering the queue)
full	INTEGER	Number of calls arrived on a full queue (diversion before entering the queue)
closed	INTEGER	Number of calls arrived on a closed queue, outside of the configured schedules (diversion before entering the queue)
joinempty	INTEGER	Number of calls arrived on an empty queue (diversion before entering the queue)
leaveempty	INTEGER	Number of calls redirected because of a queue becoming empty
divert_ca_ratio	INTEGER	Number of calls arrived when the calls / available agents ratio is exceeded (diversion before entering the queue)
divert_waittime	INTEGER	Number of calls arrived when the estimated waiting time is exceeded (diversion before entering the queue)
timeout	INTEGER	Number of calls redirecting because maximum waiting time is exceeded

Warning

The counter above may be based on different time period:

The total is computed in the period when calls enter the queue
the full, closed, joinempty, leaveempty, divert_ca_ratio, divert_waittime, timeout are computed in the period when calls enter the associated state.

stat_agent_periodic¶

Statistics aggregated by agent and time interval (15 minutes)

Column	Type	Description
id	INTEGER
time	TIMESTAMP	Start time of the considered interval
agent	VARCHAR	Agent number
login_time	INTERVAL	Login time
pause_time	INTERVAL	Pause time
wrapup_time	INTERVAL	Wrap-up time

stat_queue_specific¶

Statistics aggregated by queue, called number and time interval (15 minutes)

Column	Type	Description
time	TIMESTAMP	Start time of the considered interval
queue_ref	VARCHAR	Technical name of the queue
dst_num	VARCHAR	Called number
nb_offered	INTEGER	Number of presented calls
nb_abandoned	INTEGER	Number of abandoned calls
sum_resp_delay	INTEGER	Wait time, in seconds
answer_less_t1	INTEGER	Number of calls answered in less than t1 seconds
abandoned_btw_t1_t2	INTEGER	Number of calls abandoned between t1 and t2 seconds
answer_btw_t1_t2	INTEGER	Number of calls answered between t1 and t2 seconds
abandoned_more_t2	INTEGER	Number of calls answered in more than t2 seconds
communication_time	INTEGER	Total communication time in seconds
hold_time	INTEGER	Total hold time in seconds
wrapup_time	INTEGER	Total wrap-up time in seconds

The thresholds t1 and t2 are configurable:

in the table queue_specific_time_period for the default values in seconds. Installation values are t1=15 seconds and t2=20 seconds. Data is saved in the form of (name, seconds) pairs, for example : (‘t1’, 15).
in the table queue_threshold_time for values specific to a queue. Data is saved in the form of a tuple (queue name, t1, t2).

Warning

The counter above may be based on different time period:

The nb_offered is computed in the time period when calls enter the queue
The abandoned_* are computed in the time period when calls are hung up.
The answered_* are computed in the time period the calls were answered.
The communication_time is bounded to the time period. So if a call communication spans multiple period, the communication_time is splitted accordingly on the different period. For example, if a call starts at 9:05 and ends at 9:20 you will get a communication time of 10 minutes in the first period (9:00->9:15) and 5 minutes in the second period (9:15->9:30).
The hold_time is also bounded to the time period.

stat_agent_specific¶

Statistics aggregated by agent and time interval (15 minutes)

Important

Hold times are considered as conversation time and so are included.

Column	Type	Description
time	TIMESTAMP	Start time of the considered interval
agent_num	VARCHAR	Agent number
nb_offered	INTEGER	Number of calls presented from a queue
nb_answered	INTEGER	Number of calls answered from a queue
conversation_time	INTEGER	Conversation time on incoming calls from a queue (ACD), in seconds
ringing_time	INTEGER	Ringing time on incoming cals from a queue (ACD), in seconds
nb_outgoing_calls	INTEGER	Number of calls emitted to the outside
conversation_time_outgoing_calls	INTEGER	Conversation time in calls emitted to the outside, in seconds
hold_time	INTEGER	Hold time for any kind of calls (ACD, internal and outgoing) in seconds
nb_received_internal_calls	INTEGER	Number of received internal calls
conversation_time_received_internal_calls	INTEGER	Conversation time on received internal calls, in seconds
nb_transfered_intern	INTEGER	Number of calls coming from a queue and transfered to an internal destination
nb_transfered_extern	INTEGER	Number of calls coming from a queue and transfered to an external destination
nb_emitted_internal_calls	INTEGER	Number of emitted internal calls
conversation_time_emitted_internal_calls	INTEGER	Conversation time on emitted internal calls, in seconds
nb_incoming_calls	INTEGER	Number of received incoming calls
conversation_time_incoming_calls	INTEGER	Conversation time on received incoming calls, in seconds

stat_agent_queue_specific¶

Statistics aggregated by queue, called number, agent and time interval (15 minutes)

Column	Type	Description
time	TIMESTAMP	Start time of the considered interval
agent_num	VARCHAR	Agent number
queue_ref	VARCHAR	Technical name of the queue
dst_num	VARCHAR	Called number
nb_answered_calls	INTEGER	Number of answered calls
communication_time	INTEGER	Communication time, in seconds
hold_time	INTEGER	Hold time, in seconds
wrapup_time	INTEGER	Wrap-up time, in seconds

agentfeatures¶

Gather information about agent profile

Column	Type	Description
id	INTEGER
numgroup	INTEGER	Agent group number
number	VARCHAR	Agent number (≠ line number)
firstname	VARCHAR	Agent first name
lastname	VARCHAR	Agent last name

agent_position¶

Line number used by agents

Column	Type	Description
agent_num	VARCHAR	Agent number
line_num	VARCHAR	Line number of the device used
start_time	TIMESTAMP	Begin date of line use
end_time	TIMESTAMP	End date of line use
sda	VARCHAR	Line direct inward dial

Sample of statistic data from various call flow¶

This section gives an overview of what kind of data can be found in the different statistics tables when performing usual contact center call flow.

For the folowing diagrams, here the legend that would apply to understand interactions:

_images/xivocc_reporting_call_legend.png

Single call put on hold¶

Let’s take the assumption that one Agent ( A1 with id 8000 and phone number 1000 ) calls an internal User ( U1 with phone number 1001 ).

This simple call flow generates in call_data 1 line (simplified table to keep only important fields):

id	uniqueId	dst_num	answer_time	end_time	src_agent
1	12345678.9	1001	2018-12-01 15:02:00	2018-12-01 15:22:00	8000

also get in hold_period 1 line:

id	linkedId	start	end
1	12345678.9	2018-12-01 15:13:00	2018-12-01 15:17:00

Statistics (done by pack-reporting for spago reports) generates then stat_agent_specific:

time	agent_num	nb_emitted_internal_calls	conversation_time_emitted_internal_calls	hold_time
2018-11-29 15:15:00	8000	1	720	120
2018-11-29 15:30:00	8000	1	480	120

Single call, direct transfer then new call¶

Let’s take the assumption that one Agent (A1 with id 8000 and phone number 1000) calls an internal User ( U1 with phone number 1001 ). This call is transfered to Agent A2 (with id 8002 ) blindly. Then A1 calls internal another User ( U2 with phone number 1002 )

_images/xivocc_reporting_call_direct_transfer.png

This call flow generates in call_data 2 lines (simplified table to keep only important fields) one for each call ( U1 and U2 ):

id	uniqueId	dst_num	answer_time	end_time	src_agent	dst_agent	transfered	transfer_direction
1	12345678.9	1001	2018-12-01 15:02:00	2018-12-01 15:12:00	8000	8002	true	internal
2	12345679.0	1002	2018-12-01 15:13:00	2018-12-01 15:23:00	8000

and get in transfers 1 line (where callidto id the uniqueId of the leg of Agent A2 with user U1):

id	callidfrom	callidto
1	12345678.9	98765432.1

Statistics (done by pack-reporting for spago reports) generates then stat_agent_specific:

time	agent_num	nb_emitted_internal_calls	conversation_time_emitted_internal_calls	hold_time
2018-11-29 15:15:00	8000	1	720	0
2018-11-29 15:30:00	8000	1	480	0

Important

We don’t consider the time of the transfer besides initial call and only time of established calls.

Single call, attented transfer then new call¶

Let’s take the assumption that one Agent (A1 with id 8000 and phone number 1000) calls an internal User ( U1 with phone number 1001 ). This call is transfered to Agent A2 (with id 8002 ) after talking with him. Finally A1 calls internal another User ( U2 with phone number 1002 )

_images/xivocc_reporting_call_attented_transfer.png

This call flow generates in call_data 3 lines (simplified table to keep only important fields) one for each call between U1 and U2 and one for A2:

id	uniqueId	dst_num	answer_time	end_time	src_agent	dst_agent	transfered	transfer_direction
1	12345678.9	1001	2018-12-01 15:02:00	2018-12-01 15:12:00	8000	8002	true	internal
2	12345679.0	1002	2018-12-01 15:13:00	2018-12-01 15:23:00	8000

and get in transfers 1 line (where callidto id the uniqueId of the leg of Agent A2 with user U1):

id	callidfrom	callidto
1	12345678.9	98765432.1

also get in hold_period 1 line:

id	linkedId	start	end
1	12345678.9	2018-12-01 15:07:00	2018-12-01 15:12:00

Statistics (done by pack-reporting for spago reports) generates then stat_agent_specific:

time	agent_num	nb_emitted_internal_calls	conversation_time_emitted_internal_calls	hold_time
2018-11-29 15:15:00	8000	1	1020	300
2018-11-29 15:30:00	8000	1	480	0

Important

Conversation time can be over 900s (15mn) as hold time is included in this specific call flow.

Sample SQL statistic queries¶

This section describes some SQL query achievements done based on Database schema.

List all received agent calls¶

This query get the phone set number on which the agent took the call. It lists all calls answered by agent with line number on which he was logged in. The query here is limiting to all calls answered the first day of August, but it can be easily customized to your needs.

SELECT cq.answer_time,
       cq.hangup_time,
       COALESCE(af.firstname, '') || ' ' || COALESCE(af.lastname, '') AS agent_name,
       cd.src_num AS caller,
       ap.line_number AS line_number
FROM call_on_queue cq
LEFT JOIN call_data cd ON cq.callid = cd.uniqueid
INNER JOIN agentfeatures af ON cq.agent_num = af.number
INNER JOIN agent_position ap ON cq.agent_num = ap.agent_num AND cq.answer_time between ap.start_time and ap.end_time
AND to_char(cq.answer_time,'YYYY') = '2016'
AND to_char(cq.answer_time,'MM') = '08'
AND to_char(cq.answer_time,'DD') = '01'
AND cq.agent_num IS NOT NULL;

This query will result to something like:

Answer time	Hangup time	Agent name	Caller number	Line number used
2016-08-01 09:01:36.803	2016-08-01 09:02:38.916	Agent A	xxxxxxxxxx	101
2016-08-01 09:08:52.8	2016-08-01 09:09:31.97	Agent B	xxxxxxxxxx	102
2016-08-01 09:03:43.797	2016-08-01 09:07:18.452	Agent A	xxxxxxxxxx	101
2016-08-01 09:09:06.895	2016-08-01 09:09:56.549	Agent C	xxxxxxxxxx	103

Distribution of received call by month and DID¶

This query aggregates all received call by month and by direct inward dial number.

SELECT extract(year from cq.queue_time) as Year,
       to_char(cq.queue_time,'Mon') as Month,
       dst_num AS DID,
       COUNT(CASE WHEN cq.status IN ('answered', 'abandoned', 'leaveempty', 'timeout', 'exit_with_key') OR cq.status IS NULL THEN 1 END) AS Presented,
       COUNT(CASE WHEN cq.answer_time IS NOT NULL THEN 1 END) as Answered,
       to_char(AVG(CASE WHEN cq.answer_time IS NOT NULL THEN cq.hangup_time - cq.answer_time END), 'HH24:MI:SS') as ACT,
       COUNT(CASE WHEN cq.status = 'timeout' THEN 1 END) as Dissuaded,
       COUNT(CASE WHEN cq.status = 'abandoned' THEN 1 END) as Hungup,
       COUNT(CASE WHEN cq.status = 'closed' THEN 1 END) as Refused,
       COUNT(CASE WHEN cq.status = 'abandoned' AND (cd.end_time - cq.queue_time) < '15 seconds'::interval THEN 1 END) as Abandoned_T1,
       to_char(SUM(CASE WHEN cq.status = 'answered' THEN
            EXTRACT(epoch FROM (cq.answer_time - cq.queue_time)) ELSE 0 END) /
            NULLIF(COUNT(CASE WHEN cq.status IN ('answered', 'abandoned', 'leaveempty', 'timeout', 'exit_with_key')
            OR cq.status IS NULL THEN 1 END),0) * INTERVAL '1 second', 'HH24:MI:SS') as AWT,
       SUM(CASE WHEN cd.transfered THEN 1 ELSE 0 END) AS Transfered,
       ROUND(COUNT(CASE WHEN cq.answer_time IS NOT NULL THEN 1 END)::numeric /
       NULLIF(COUNT(CASE WHEN cq.status IN ('answered', 'abandoned', 'leaveempty', 'timeout', 'exit_with_key')
       OR cq.status IS NULL THEN 1 END),0)::numeric * 100,2)  as Accepted_ratio
FROM call_on_queue cq
LEFT JOIN call_data cd ON cq.callid = cd.uniqueid
GROUP BY 1,2,3;

This query will result to something like:

Year	Month	DID	Presented	Answered	Average Call Time	Dissuaded	Hangup	Refused	Abandonned	Average Waiting Time	Transfered	Answered Rate
2016	Aug	1101	2	2	00:04:49	0	0	0	0	00:00:03	0	100
2016	Aug	1105	1	1	00:03:53	0	0	0	0	00:00:06	0	100
2016	Aug	1106	331	306	00:03:11	10	15	38	3	00:00:17	5	92.45
2016	Aug	1107	8	8	00:01:55	0	0	12	0	00:00:18	0	100
2016	Aug	1114	1	1	00:04:20	0	0	0	0	00:00:06	0	100
2016	Aug	1115	2	2	00:01:30	0	0	0	0	00:00:09	0	100
2016	Aug	1118	53	49	00:01:20	1	3	2	3	00:00:17	1	92.45
2016	Aug	1119	3	0		2	1	0	0	00:00:00	0	0
2016	Aug	1120	1	1	00:00:51	0	0	0	0	00:00:42	0	100

Tables join¶

Tables call_data, call_on_queue and hold_periods can be linked together by doing a join on a column holding the call reference. The columns are the following:

Table	Reference column
call_data	uniqueid
call_on_queue	callid
hold_periods	linkedid

On the other hand, tables attached_data and call_element contains foreign key referencing the id column of call_data.

—

Tables call_on_queue, agentfeatures and agent_position can be linked together by doing a join on a column holding the agent number reference. The columns are the following:

Table	Reference column
call_on_queue	agent_num
agentfeatures	number
agent_position	agent_num

Reporting¶

You may use your own reporting tools to be able to produce your own reports provided you do not use the XiVO server original tables, but copy the tables to your own data server. You may use the following procedure as a template :

Allow remote database access on XiVO
Create a postgresql account read only on asterisk database
Create target tables in your database located on the data server
Copy the statistic table content to your data server

General Architecture¶

Statistics Architecture

The queue_log table of the asterisk database is filled by events from Asterisk and by custom dialplan events
xivo-stat fill_db is then used to read data from the queue_log table and generate the tables stat_call_on_queue and stat_queue_periodic
The web interface generate tables and graphics from the stat_call_on_queue and stat_queue_periodic tables depending on the selected configuration

Statistic Data Table Content¶

stat_call_on_queue¶

This table is used to store each call individually. Each call received on a queue generates a single entry in this table containing time related fields and a foreign key to the agent who answered the call and another on the queue on which the call was received.

It also contains the status of the call ie. answered, abandoned, full, etc.

Field	Values	Description
id	generated
callid	numeric value	This call id is also used in the CEL table and can be used to get call detail information
time	Call time
ringtime		Ringing duration time in seconds
talktime		Talk time duration in seconds
waittime		Wait time duration in seconds
status		See status description below
queue_id		Id of the queue, the name of the queue can be found in table `stat_queue`, using this name queue details can be found in table `queuefeatures`
agent_id		Id of the agent, the agent name can be found in table `stat_agent`, using this name agent details can be found in table `agentfeatures` using the number in the second part of the name Exemple : Agent/1002 is agent with number 1002 in table `agentfeatures`

Queue Call Status¶

Status	Description
full	Call was not queued because queue was full, happens when the number of calls is greater than the maximum number of calls allowed to wait
closed	Closed due to the schedule applied to the queue
joinempty	No agents were available in the queue to take the call (follows the join empty parameter of the queue)
leaveempty	No agents available while the call was waiting in the qeuue
divert_ca_ratio	Call diverted because the ratio number of agent number of calls waiting configured was exceeded
divert_waittime	Call diverted because the maximum expected waiting time configured was exceeded
answered	Call was answered
abandoned	Call hangup by the caller
timeout	Call stayed longer than the maximum time allowed in queue parameter

stat_queue_periodic Table¶

This table is an aggregation of the queue_log table.

This table contains counters on each queue for each given period. The granularity at the time of this writing is an hour and is not configurable. This table is then used to compute statistics for a given range of hours, days, week, month or year.

Field	Description
id	Generated id
time	time period, all counters are aggregated for an hour
answered	Number of answered calls during the period
abandoned	Number of abandoned calls during the period
total	Total calls received during the period
full	Number of calls received when queue was full
closed	Number of calls received on close
joinempty	Number of calls received no agents available
leaveempty	Number of calls diverted agents not available during the wait
divert_ca_ratio	Number of calls diverted due to the number of agent number versus calls waiting configured was exceeded
divert_waittime	Number of calls diverted because the maximum expected waiting time configured was exceeded
timeout	Number of calls diverted because the maximum time allowed in queue parameter was exceeded
queue_id

stat_agent¶

This table is used to match agents to an id that is different from the id in the agent configuration table. This is necessary to avoid loosing statistics on a deleted agent. This also means that if an agent changes number ie. Agent/1001 to Agent/1202, the supervisor will have to take this information into account when viewing the statistics. Affecting an old number to a another agent also means that the supervisor will have to ignore entries for this given agent for the period before the number assignment to the new agent.

stat_queue¶

This table is used to store queues in a table that is different from the queue configuration table. This is necessary to avoid losing statistics on a deleted queue. Renaming a queue is also not handled at this time.

XiVO Centralized User Management¶

The XiVO Centralized User Management allows to manage several XiVO servers through a unique web interface. Thanks to this interface, it becomes possible to quickly add users that are automatically routed across servers. This documentation will describe the installation process of the interface, how to use the web interface and the REST API it exposes.

Intended usage and features¶

The XiVO Centralized User Management (XCU) is intended for multi-Xivo systems with centralized routing and user management.

Warning

Using XCU for other use-cases than the one described bellow is neither supported nor recommended. If XCU routing schema or centralized user management does not fit your use case, XCU is not good solution for your telephony system. Using XCU for user management only is not recommended. Non-standard installations may be broken by update to future version without warning.

Routing¶

Routing supports heterogeneous numbering plan administration:

Centralized dialplan management.
Route incoming and outgoing calls, independently of the entry point to the target telephony subsystem hosting this number.
Simple configuration of dialplan richness (prefix, short numbers, numbers of different length, emergency calls, live destination modification).
Easily configurable protection against routing loops.

Routing is using concept of two layers:

“Logical” layer - based on contexts, users are routed using centralized database returning the context to be used to reach the user, with extensions correctly routed irrespective to point of entry of call.
“Physical” layer - arbitrary connection (direct or indirect) via trunks is supported. Trunks are associated to contexts to reflect the real network topology, there’s no need of full-mesh topology, a call can pass by multiple Xivos before reaching the user.

Mapping between “Logical” and “Physical” layer is done by routing contexts. Every Xivo has routing context for every other Xivo (attached to trunk it will use). Routing context with the same name on different Xivo will be configured accordingly to the position of the Xivo in the network. Intervals can overlap between Xivos, therefore logical structure of dialplan can be independent on physical location of users.

See Configuration of Xivos for Centralized Routing for more configuration details.

Implementation of routing¶

When there is dial request on some Xivo and destination number is not found locally, AGI script in the dialplan requests a route from the routing database and gets:

A context used to process the call.
Rules to update the destination number.
Requests can be chained.

Note

Routing systems provides also the conversion of the direct incoming number to the user’s short number, this conversion is done when the call enters the system, between Xivos only the short number is used. This condition needs to be respected when creating a new system or integrating an existing one. When integrating an existing one, you may need to create some routes manually.

Fault tolerance:

Local calls work, even when other network links and/or centralized user database are unreachable.
Routing server can be setup in High Availability master-slave mode. When master routing server is down, routing requests are automatically processed by the slave.

Centralized user management¶

User management allows centralized administration without knowledge of low-level telephony details:

Configuration is done from point of view of organization administrator, not telephony technician.
User creation is simplified by line templates.
Only relevant choices and options are presented.
Extension number for new user is checked to be unique among all Xivos.
Numbers proposed when creating a user are based on their availability, the number not used since the longest time will be reassigned first.
XCU accounts can be restricted to manage only part of the system.
All configuration changes are logged for auditability.

Compatibility with configuration via Xivo WebUI:

Users added by Xivo WebUI before adding Xivo to XCU are imported, but they not reachable by centralized routing.
Combining user management by XCU and by Xivo WebUI is bad idea, which usually leads to misconfiguration.
Managing users by XCU and call-center configuration (Queues, Agents) via Xivo WebUI is possible, but queue numbers are not reachable by centralized routing automatically, you need to add manual routes if needed.
Configuring conference rooms via Xivo WebUI is possible, but conference room numbers are not reachable by centralized routing automatically, you need to add manual routes if needed.

XiVO integration¶

Both freshly installed XiVO or an already configured XiVO can be added to the user management system. Steps to be followed are:

When adding a freshly installed XiVO, you need to pass the XiVO Wizard and then follow steps described in Create XiVO.
When adding an already configured XiVO (a XiVO used since a while with users etc.), you follow the same procedure as for a freshly installed XiVO, but you must pay attention to following restrictions:
- Existing users will be imported in the centralized management, but currently the system doesn’t create any route and these users are not reachable automatically, you need to add manually required routes.
- Existing internal contexts are converted to Entities and created in the management system.
- Ensure to have considered the interval overlapping option described in the Configuration.

Installation¶

Requirements & Limitations¶

The XiVO Centralized User Management requires :

A server with:
- Debian 8
- PostgreSQL >= 9.5 (see Debian backports or Postgresql Wiki for installing instructions)
- Docker > 1.12 and corresponding Docker-Compose (see Install Docker and Docker Compose).
- git installed
- sudo installed
Some XiVOs to manage !
- see the next section for limitations on managed XiVOs.

XiVO(s) Requirements & Limitations¶

Warning

Please double-check these requirements to prevent unexpected behavior.

For each Xivo which will be added to XCU ensure:

Create an Incoming calls interval in the from-exten context with a did length equal to the internal number length for each interval managed by XCU.
SCCP devices are not supported an may trigger error in the Centralized User Management. You must remove them on your XiVO before using this application.
On any context, Users interval Number range start and Number range end from must be 1-6 six digits (no other characters are allowed).
If you are making circular inclusions of asterisk context the XCU can potentially load users for a while, you should be very careful with such deployment.

Centralized routing will require further configuration - see Configuration of Xivos for Centralized Routing.

Installation by installer package¶

Install the gcu-installer package via apt:

Create the xivo sources list file /etc/apt/sources.list.d/xivo-dist.list and add the following line (replace VERSION with the current version, e.g. 2017.11):
```
deb http://mirror.xivo.solutions/archive/ xivo-VERSION-latest main
```

Add GPG key of XiVO repository:

wget http://mirror.xivo.solutions/xivo_current.key -O - | apt-key add -

Update your source list and install the package:

apt-get update
apt-get install gcu-installer

The configuration files are located in /etc/docker.

Configuration¶

The XCU configuration files are installed by the installer package to the /etc/docker/ directory.

Authentication¶

Authentication is configured in /etc/docker/interface-centralisee/application.conf, section authentication:

in authentication.login you can change initial user credentials (default admin / superpass)
in authentication.ldap you can add configuration to use authentication via LDAP

Interval overlapping¶

A parameter called allowIntervalOverlap with default value false is available in /etc/docker/interface-centralisee/application.conf. When set to false, the XCU does not allow use overlapping intervals, when an interval is created or edited the XCU checks whether the interval overlaps with other intervals on all XiVOs and if it does the action is rejected. This default setting helps you to preserve a coherent numbering plan.

If for some reason you need to allow interval overlapping, you just need to change the value in the configuration file to true and restart the XCU. It can be useful when some existing XiVO servers with overlapping intervals were imported or when you want to be able to migrate some user to another XiVO without changing its number.

Run the application¶

Star XCU by following command:

docker-compose -p icdu -f /etc/docker/compose/icdu.yml up -d

Alternatively, you can set a bash alias for conveniently run XCU:

alias dcomp='docker-compose -p icdu -f /etc/docker/compose/icdu.yml'

In that case you can use simpler command :

dcomp up -d

XCU should now be accessible through http://my-server-ip or http://my-server-ip:9001

Application logs¶

General application log is in /var/log/interface-centralisee/application.log with daily rotation, historic logs retained for 5 days.
User actions are logged to /var/log/interface-centralisee/user_actions.log with daily rotation, historic logs retained for 366 days.

By default user_actions.log contains only brief information about which authorize XCU user did what action. To log with more detail (including data of create and update actions), change in /etc/docker/interface-centralisee/logback.xml line:

<logger name="UserActions"  level="INFO">

into:

<logger name="UserActions"  level="DEBUG">

Upgrade¶

The XiVO Centralized User Management (XCU) upgrade.

Prepare sources list¶

Before upgrading you have to create or change your sources list. It should be located in the file /etc/apt/sources.list.d/xivo-dist.list.

Set sources list for upgrade to latest version¶

To upgrade to the latest version the sources list must point towards debian URI and xivo-polaris suite:

deb http://mirror.xivo.solutions/debian/ xivo-polaris main

Set sources list for upgrade to specific version¶

To upgrade to a specific version the sources list must point towards archive URI and xivo-VERSION-latest suite.

For example if you want to upgrade to 2017.11 version you should have:

deb http://mirror.xivo.solutions/archive/ xivo-2017.11-latest main

Note the /archive/ and -2017.11-latest above.

Upgrade steps¶

Preparing the upgrade¶

Read Release Notes starting from your version to the version you target.

Upgrade¶

When you have checked the sources.list you can upgrade:

Execute with the following commands:

apt-get update
apt-get install gcu-installer

If are using postgresql installed using sources from Postgresql Wiki, upgrading gcu-installer may trigger installing new version of PostgreSQL (in parallel to curent one). Suggested action is to disable this new version. If for example GCU use postgresql 9.5 and new version 9.6 was added:
- stop postgresql 9.6 manually by: service postgresql stop 9.6
- disable postgresql 9.6 autostart: in /etc/postgresql/9.6/main/start.conf replace auto with disabled
- ensure postgresql 9.5 is running by: service postgresql start 9.5

Download the new images:

docker-compose -p icdu -f /etc/docker/compose/icdu.yml pull

And run the new container (All XCU services will be restarted):

docker-compose -p icdu -f /etc/docker/compose/icdu.yml up -d

Note

Please, ensure your server date is correct before starting. If system date differs too much from correct date, you may get an authentication error preventing download of the docker images.

Upgrade from versions before 2017.06¶

If you installed GCU version older than 2017.06, you can upgrade it by following Installation instructions. Further instructions and notices:

It is strongly recommended you backup your PostgreSQL icx database and SSH keys before proceeding.
Installation will install new version of configuration files (like /etc/docker/compose/icdu.yml). If some file already exists with different content, you be prompted to choose correctly version or merge differences. Unless you are sure you need special version, use choice: install the package maintainer’s version.
Installation will reuse your SSH certificate stored in /etc/docker/interface-centralisee/ssh_key if exists.
Installation will reuse PostgreSQL user icx if exists - make sure it has password icx and access to database icx.
Installation will reuse PostgreSQL database icx if exists.

Check carefully output of apt-get install gcu-installer, you will be informed about each component reused and about any manual checks or actions needed, if necessary.

Configuration of Xivos for Centralized Routing¶

When you add Xivo with configuration, basic Xivo configuration is done automatically. However there are still some steps which have to be done manually on each Xivo using Xivo WebUI.

Xivo configuration for centralized routing¶

Things to verify on Xivo before manual configuration¶

Verify that:

Xivo was added to XCU with configuration.
Xivo was restarted (automatically when added do XCU or manually later).
You have know routing context name for each xivo in form to_xxx - it is configured in XCU when adding Xivo.
Routing script /usr/share/asterisk/agi-bin/xivo_routage_agi.py is there, executable by asterisk user.
Dialplan routing configuration /etc/asterisk/extensions_extra.d/routage.conf is there, readable by asterisk user.

Manually update address of routing server¶

There must be a configuration file /etc/xivo_routage.conf with hosts = IP:9000 where IP is the IP address of XCU server. If you have a backup routing server, there can be multiple IP:PORT couples separated by comma. Example:

[general]
hosts = 192.168.111.222:9000,192.168.111.333:9000

Connect Xivos by trunks¶

Ensure there is (direct or indirect) trunk connection between every two Xivos - see Interconnect two XiVO directly. This trunks must have Context set to Incall.

Add routing contexts¶

In each Xivo create routing contexts for every other Xivo. In Xivo WebUI go to: Services / IPBX / IPBX configuration / Contexts and click Plus icon. For example: if you have three Xivos A, B, C with routing contexts to_xivo_a, to_xivo_b, to_xivo_c, then in Xivo B you create routing contexts to_xivo_a and to_xivo_c. Type of routing context must be Outcall and it must not include any sub-contexts.

Add outgoing calls¶

For each routing context in every Xivo you need to add Outgoing call. In Xivo WebUI go to: Services / IPBX / Call management / Outgoing calls and click Plus icon. This outgoing call has:

usually the same name as respective routing context
Context set to respective routing context
Trunk set to trunk connecting (directly or indirectly) to target Xivo
in Exten tab single line with Exten = X. and Stripnum = 0

Debug centralized routing¶

On each Xivo you can check log requests and result for routing requests by command:

tail -F /var/log/asterisk/xivo-routage-agi.log

On XCU you can check log requests and result for routing requests by command:

docker logs -f icdu_routing_server_1

To test manually query on routing server (replace IP by XCU’s):

curl -v 'http://192.168.32.68:9000/route?digits=1234'

Response is either 200 with body containing route in JSON or 404 with body containing {"Result":"No such element"} if not found.

Manual installation¶

Warning

Manual installation steps are provided for debugging purposes and for special cases - for common cases please follow Installation.

The configuration files and the Docker-Compose files are available in a specific Git repository.

Database setup¶

XCU stores some data in a PostgreSQL database. By default, application.conf is configured to connect to a local database named icx with the username icx and password icx. You can change these parameters if you wish. We will use the default parameters in this documentation.

First, we need to install PostgresSQL extensions to use UUID functions :

sudo apt-get install postgresql-contrib

We can now create the user and the database associated :

sudo -u postgres psql -c "CREATE USER icx WITH PASSWORD 'icx'"

sudo -u postgres psql -c "CREATE DATABASE icx WITH OWNER icx"

We then have to enable UUID extension on the icx database. Connect as root on the icx database :

sudo -u postgres psql icx -c 'CREATE EXTENSION IF NOT EXISTS "uuid-ossp";'

I can’t connect to PostgreSQL¶

It is possible that PostgreSQL complains when you’re trying to connect. The solution is to modify the pg_hba.conf (in Debian, located in /etc/postgresql/X.X/main) and add the following line at the end :

local   all     all     trust

Generate SSH key¶

In order to let XCU communicate with the various XiVOs, an SSH key is used. Generate one using the following command :

ssh-keygen -t rsa -f /etc/docker/interface-centralisee/ssh_key

Web interface¶

The XiVO Centralized User Management (XCU) is managed through a web interface. In the following sections, we will highlight the main features of the system.

Definitions¶

XCU uses a few concepts that are important to understand in order to use the interface correctly.

XiVO: The XiVOs servers that are managed by XCU. XCU will automatically retrieve the entities and the users from them and apply the configuration to them.
Entity: Entities, also called Contexts, are the parts of the dialplan. Users are attached to them.
Line template: Line templates are used to quickly create users : they define a few default options (ringing time, voice mail, etc.) that will be applied to the new user. A line template is required to create a user.
User: Actual users that are associated with a phone number
Administrators: Users that are able to connect to the XCU and manage the XiVOs.

Dashboard¶

The dashboard provides you some insights about your XiVO systems.

The left sidebar, displayed in every page of the application, gives you access to the various actions you can perform. The list of the configured XiVOs and their entities is shown to give a quick access to the one you want to manage.

XiVO¶

Create XiVO¶

This page allows you to add a new XiVO that will be managed by XCU.

Warning

Before adding XiVO, please make sure it fulfills requirements - see XiVO(s) Requirements & Limitations.

The first step is to add the displayed SSH key to the authorized keys of your XiVO server. This will allow XCU to connect and configure the XiVO server. You could do this kind of command :

echo 'ssh-rsa TheVeryLongSSHKeyYouCopied toto@someserver' | ssh root@xivoIp 'cat >> .ssh/authorized_keys'

Then, you have to provide the following informations :

Name : name of the XiVO server that will be displayed in XCU
Hostname : hostname or IP address of the XiVO server

You then have two options :

Create the XiVO and configure it now : XCU will save the information, try to connect to the XiVO server and perform the configuration. XiVO services will be unavailable during the operation.

Warning

The configuration takes a while. Relax, go drink a coffee, XCU is doing the legwork for you :)

Note

If you want Xivo to be configured for centralized routing between multiple Xivos, please follow steps described in Configuration of Xivos for Centralized Routing.

Create the XiVO without configuring it : XCU will only save the informations.

View XiVO¶

On the sidebar, each XiVO has its own View XiVO link. This page allows you to :

Add a new entity to this XiVO by clicking on the green button
See the entities associated to this XiVO and perform some operations to them :
- Edit one by clicking on the yellow button with the wrench icon
- Delete one by clicking on the red button with the trash icon

Entity¶

Note

Be sure to check the Interval overlapping configuration option before working with entities.

Create entity¶

This page allows you to add a new entity to a XiVO. You have to provide the following informations :

Name : name that will be used by the XiVO server
Display name : name that will be displayed on XCU
Caller ID : phone number that will be displayed on outgoing call from this entity
Intervals : ranges of phone numbers that will be available to this entity. For each one, provide :
- Start
- End
- Routing mode (see bellow)
- Direct number prefix (only for interval Routed with direct number)
- First direct number (only for interval Routed with custom direct number)

The system will return an error if the intervals overlap with other entities

Routing mode affects how numbers from given interval are routed via centralized routing:

Routing mode	centralized routing
Routed	Internal number is used for centralized routing
Not routed	Numbers are not routed via centralized routing
Routed with direct number	Direct number prefix + internal number is used for centralized routing
Routed with custom direct number	Users has custom routed numbers in range from First direct number up to the width of the interval

If you have user in interval Routed with (custom) direct number on XiVO-A and call him from XiVO-B using his long (external) number:

target user’s long (external) number is translated to short (internal) number by the routing mecanism on the first XiVO (XiVO B in this case)
on XiVO-A there is an incoming call with short (internal) number of target user

View entity¶

On the sidebar, each entity has its own link. This page allows you to :

Add a new user to this entity by clicking on the green button
Edit the entity by clicking on the yellow button with the wrench icon
See the users associated to this entity and perform some operations to them :
- Edit one by clicking on the yellow button with the wrench icon
- Delete one by clicking on the red button with the trash icon. At first click, the icon turns into a question mark. You have 5 seconds to click again to launch user deletion. This process prevents you from accidentally delete users.

Edit entity¶

This page allow you to modify an entity. Please refer to the Create entity section for fields details.

Line templates¶

List templates¶

On the sidebar, Line template has its own link. This page allows you to :

Add a new line template by clicking on the green button
See all the line templates and perform some operations to them :
- Edit one by clicking on the yellow button with the wrench icon
- Delete one by clicking on the red button with the trash icon

Create template¶

This page allows you to add a new line template. You have to provide the following informations :

Name : name that will be be displayed on XCU
XiVO : select the XiVOs for which this template will be available
Entity : select the entities for which this template will be available. Only entities of the selected XiVOs are displayed
SIP peer name : Auto or Model
Ringing time : number of seconds before incoming call is rejected
Routed :
- The text field allows you to provide the SDA prefix to call the phone
- Uncheck the checkbox if you don’t want the phone to be called from the outside
Outgoing caller id : specify what number is displayed on outgoing call. Possible values are :
- External number prefix
- Anonymous
- Customized : a text field appears to provide the custom number
Voicemail :
- Activate voicemail : enable or not the voicemail
- Voicemail number : specify what number is used to call the voice mail. Possible values are :
  Short line number : use the default short number
  
  Customized : a text field appear to provide the custom number
- Voice to mail : whether or not to send an email when a new message is left, the email is the user’s email for short line number box and the one configured in the customized voicemail for the customized box, see Create user for details.

Edit template¶

This page allows you to modify a template. Please refer to the Create template section for fields details.

User¶

Create user¶

This page allows you to add a new user to an entity. You have to provide the following information :

Template : line template to use as a template to create the user. The main options of the template are displayed below
First name
Last name
Internal number : number that will be used to internally call the user. Only the available numbers are displayed
Email : shown in the directory and used when voice to mail feature is activated
Voicemail : Optional, activated only if present in the used template
- When a private box is choosen (short line number), the box is created and the user’s email is obligatory when Voice to mail feature is activated.
- When a custom voicemail box is used, the interface will create it if the box doesn’t exist on XiVO, it will be created with user’s email. Otherwise the existing one is used and the email is not changed.
- Currently there’s a limitation due to a XiVO bug - when you update a user with associated custom voicemail, the voicemail name is replaced with the user’s name.
CTI credentials : provide a login and a password to allow the user to connect through CTI interfaces

Edit user¶

This page allows you to modify a user. Please refer to the Create user section for fields details.

Administrators¶

List administrators¶

On the sidebar, Administrators has its own link. This page allows you to :

Add a new administrator by clicking on the green button
See all the administrators and perform some operations to them :
- Edit one by clicking on the yellow button with the wrench icon
- Delete one by clicking on the red button with the trash icon

Create administrator¶

This page allows you to add a new administrator. You have to provide the following informations :

Login : login used by the administrator to connect to XCU
Name : name that will be displayed on XCU
LDAP : if checked, the LDAP authentication configured in application.conf will be used
Password : password used by the administrator to connect to XCU. Shown only if LDAP disabled
Superadmin : whether or not this administrator is a super-administrator. Super-administrators can manage everything in XCU
Entities : select the entities this administrator will be able to manage Shown only if Superadmin disabled

Edit administrator¶

This page allows you to modify an administrator. Please refer to the Create administrator section for fields details.

REST API¶

The XiVO Centralized User Management (XCU) exposes some REST API that you can use to integrate with your tools.

General form¶

http://$my-server-ip:$xcuport/api/1.0/$method

withHeaders((“Content-Type”, “application/json”))

$xcuport : XCU port number (default 9001)

$method : See available methods below

Login¶

A login request is required before subsequent API calls in order to get a session cookie.

POST /api/1.0/login

Payload parameters :

login (String): Login to connect with
password (String): Password corresponding to the login

The server will return a cookie and you will be able to do other API calls. Example with CURL :

curl 'http://localhost:9000/api/1.0/login' -H 'Content-Type: application/json' -c 'xcu-cookie' --data-binary '{"login":"admin","password":"superpass"}'
curl 'http://localhost:9000/api/1.0/xivo' -H 'Content-Type: application/json' -b 'xcu-cookie'

XiVO¶

The following methods allow you to operate on the XiVOs managed by XCU.

List¶

List all the XiVOs configured on XCU.

GET /api/1.0/xivo

{
  "items": [
    {
      "id": 1,
      "uuid": "8f159082-4b25-48b3-afec-1873491a60be",
      "name": "xivo-220",
      "host": "192.168.29.220",
      "remainingSlots": 664
    },
    {
      "id": 2,
      "uuid": "15585b75-1d75-45b1-8678-520d1210ec59",
      "name": "xivo-221",
      "host": "192.168.29.221",
      "remainingSlots": 280
    }
  ]
}

Get¶

Get a XiVO by its id.

GET /api/1.0/xivo/$id

{
  "id": 1,
  "uuid": "8f159082-4b25-48b3-afec-1873491a60be",
  "name": "xivo-220",
  "host": "192.168.29.220",
  "remainingSlots": 664
}

Create¶

Create a new XiVO.

POST /api/1.0/xivo

Payload parameters :

name (String): Display name of the XiVO
host (String): Hostname or IP address of the XiVO
configure (Boolean): If set to true, XCI will immediately make the necessary configurations on the XiVO. If set to false, it will only be added to XCI but not configured.

Synchronize configuration files¶

GET /api/1.0/xivo/synchronize_config_files

Entities¶

The following methods allow you to operate on the entities made available by the XiVOS.

List¶

List all the entities available.

GET /api/1.0/entities

{
  "items": [
    {
      "id": 17,
      "combinedId": "default@15585b75-1d75-45b1-8678-520d1210ec59",
      "name": "default",
      "displayName": "default",
      "xivo": {
        "id": 2,
        "uuid": "15585b75-1d75-45b1-8678-520d1210ec59",
        "name": "xivo-221",
        "host": "192.168.29.221",
        "remainingSlots": 280
      },
      "intervals": [
        {
          "start": "1700",
          "end": "1799"
        },
        {
          "start": "1961",
          "end": ""
        },
        {
          "start": "2600",
          "end": "2799"
        }
      ],
      "presentedNumber": "inbNo"
    },
    {
      "id": 22,
      "combinedId": "default_analogique@15585b75-1d75-45b1-8678-520d1210ec59",
      "name": "default_analogique",
      "displayName": "default_analogique",
      "xivo": {
        "id": 2,
        "uuid": "15585b75-1d75-45b1-8678-520d1210ec59",
        "name": "xivo-221",
        "host": "192.168.29.221",
        "remainingSlots": 280
      },
      "intervals": [
        {
          "start": "3990000",
          "end": "3999999"
        },
        {
          "start": "39990000",
          "end": "39999999"
        }
      ],
      "presentedNumber": "inbNo"
    }
  ]
}

Get¶

Get an entity by its combinedId.

GET /api/1.0/entities/$combinedId

{
  "id": 22,
  "combinedId": "default_analogique@15585b75-1d75-45b1-8678-520d1210ec59",
  "name": "default_analogique",
  "displayName": "default_analogique",
  "xivo": {
    "id": 2,
    "uuid": "15585b75-1d75-45b1-8678-520d1210ec59",
    "name": "xivo-221",
    "host": "192.168.29.221",
    "remainingSlots": 280
  },
  "intervals": [
    {
      "start": "3990000",
      "end": "3999999"
    },
    {
      "start": "39990000",
      "end": "39999999"
    }
  ],
  "presentedNumber": "inbNo"
}

Create¶

Create a new entity.

POST /api/1.0/entities

Payload parameters :

name (String)

Name of the entity

displayName (String)

Displayed name of the entity

xivoId (Integer)

Id of the XiVO the entity will be attached to

intervals (Array)

Intervals of numbers this entity will support

start (String): Starting number of the interval
end (String): Ending number of the interval

presentedNumber (String)

Number to show on outgoing calls

Delete¶

Delete an entity.

DELETE /api/1.0/entities/$combinedId

Edit¶

Edit an entity. See Create entity for fields details.

PUT /api/1.0/entities/$combinedId

List users¶

List users attached to an entity.

GET /api/1.0/entities/$combinedId/users

{
  "items": [
    {
      "id": 559,
      "entity": {
        "id": 22,
        "combinedId": "default_analogique@15585b75-1d75-45b1-8678-520d1210ec59",
        "name": "default_analogique",
        "displayName": "default_analogique",
        "xivo": {
          "id": 2,
          "uuid": "15585b75-1d75-45b1-8678-520d1210ec59",
          "name": "xivo-221",
          "host": "192.168.29.221",
          "remainingSlots": 280
        },
        "intervals": [
          {
            "start": "3990000",
            "end": "3999999"
          },
          {
            "start": "39990000",
            "end": "39999999"
          }
        ],
        "presentedNumber": "inbNo"
      },
      "firstName": "Sous sol Logistique",
      "lastName": "CLF 88:40 P3",
      "internalNumber": "6260",
      "externalNumber": "\"Sous sol Logistique CLF 88:40 P3\"",
      "mail": null,
      "ctiLogin": null,
      "ctiPassword": null,
      "provisioningNumber": "114133"
    }
  ]
}

List available numbers¶

List available numbers for an entity

GET /api/1.0/entities/$combinedId/available_numbers

{
  "items": [
    "3990000",
    "3990001",
    "3990002",
    "3990003",
    "3990004"
  ]
}

Users¶

The following methods allow you to operate on the users made available by the XiVOS.

Get¶

Get a user by its id.

GET /api/1.0/users/$id

{
  "id": 559,
  "entity": {
    "id": 22,
    "combinedId": "default_analogique@15585b75-1d75-45b1-8678-520d1210ec59",
    "name": "default_analogique",
    "displayName": "default_analogique",
    "xivo": {
      "id": 2,
      "uuid": "15585b75-1d75-45b1-8678-520d1210ec59",
      "name": "xivo-221",
      "host": "192.168.29.221",
      "remainingSlots": 280
    },
    "intervals": [
      {
        "start": "3990000",
        "end": "3999999"
      },
      {
        "start": "39990000",
        "end": "39999999"
      }
    ],
    "presentedNumber": "inbNo"
  },
  "firstName": "Sous sol Logistique",
  "lastName": "CLF 88:40 P3",
  "internalNumber": "6260",
  "externalNumber": null,
  "mail": null,
  "ctiLogin": null,
  "ctiPassword": null,
  "provisioningNumber": "114133"
}

Create¶

Create a new user.

POST /api/1.0/users

Payload parameters :

entityCId (String): Entity combinedId the user will be attached to
templateId (Integer): Line template to apply to the user
firstName (String): First name of the user
lastName (String): Last name of the user
internalNumber (String): Internal phone number of the user
ctiLogin (String) Optional: CTI login of the user
ctiPassword (String) Optional: CTI password of the user

Delete¶

Delete a user.

DELETE /api/1.0/users/$id

Edit¶

Edit a user. See Create user for fields details.

PUT /api/1.0/users/$id

Templates¶

The following methods allow you to operate on the line templates used to create users.

List¶

List all the templates available.

GET /api/1.0/templates

[
  {
    "id": 1,
    "name": "Modèle 220",
    "peerSipName": "auto",
    "routedInbound": false,
    "callerIdMode": "incomingNo",
    "ringingTime": 30,
    "voiceMailEnabled": false,
    "voiceMailNumberMode": "short_number",
    "xivos": [
      1
    ],
    "entities": [
      "default@8f159082-4b25-48b3-afec-1873491a60be"
    ]
  }
]

Get¶

Get a template by its id.

GET /api/1.0/templates/$id

{
  "id": 1,
  "name": "Modèle 220",
  "peerSipName": "auto",
  "routedInbound": false,
  "callerIdMode": "incomingNo",
  "ringingTime": 30,
  "voiceMailEnabled": false,
  "voiceMailNumberMode": "short_number",
  "xivos": [
    1
  ],
  "entities": [
    "default@8f159082-4b25-48b3-afec-1873491a60be"
  ]
}

Create¶

Create a new template.

POST /api/1.0/templates

Payload parameters :

name (String)

Name of the template

xivos (Array of Integer)

List of XiVOs ids the template will be available to

entities (Array of String)

List of entities combinedIds the template will be available to

peerSipName (String)

Possible values are auto or model

ringingTime (Integer)

Number of seconds before incoming call is rejected

routedInbound (Boolean)

Whether or not the phone can be called from the outside

routedInboundPrefix (String) Compulsory if routedInbound is true

SDA prefix to call the phone

callerIdMode (String)

Option specifying what number is displayed on outgoing call. Possible values are :

incomingNo : use the SDA prefix
anonymous : masked call
custom : a custom number

customCallerId (String) Compulsory if callerIdMode is custom

Custom number to display on outgoing call

voiceMailEnabled (Boolean)

Whether or not to enable the voice mail

voiceMailNumberMode (Boolean)

Option specifying what number is used to call the voice mail. Possible values are :

short_number : use the default short number
custom : a custom number

voiceMailCustomNumber (String) Compulsory if voiceMailNumberMode is custom

Custom number to call the voice mail

voiceMailSendEmail (Boolean)

Whether or not to send an email when a new message is left

Delete¶

Delete a template.

DELETE /api/1.0/templates/$id

Edit¶

Edit a template. See Create template for fields details.

PUT /api/1.0/templates/$id

Administrators¶

The following methods allow you to operate on the administrators of the XCI.

List¶

List all the administrators present.

GET /api/1.0/administrators

{
  "items": [
    {
      "id": 1,
      "login": "admin",
      "name": "",
      "password": "+\/\/rIncoyp\/Ai\/8l3xSEeSY+P+x4uNle7cHkL6rpPS3ucgr2EAJIqnQbsIpSGwHj",
      "superAdmin": true,
      "ldap": false,
      "entities": [

      ]
    }
  ]
}

Get¶

Get an administrator by its id.

GET /api/1.0/administrators/$id

{
  "id": 1,
  "login": "admin",
  "name": "",
  "password": "+\/\/rIncoyp\/Ai\/8l3xSEeSY+P+x4uNle7cHkL6rpPS3ucgr2EAJIqnQbsIpSGwHj",
  "superAdmin": true,
  "ldap": false,
  "entities": [

  ]
}

Create¶

Create a new administrator.

POST /api/1.0/administrators

Payload parameters :

login (String): Login of the administrator
name (String): Displayed name of the administrator
ldap (Boolean): Whether or not to use the LDAP authentication configured in application.conf
password (String) Compulsory if ldap is false: Password used by the administrator to login
superAdmin (Boolean): Whether or not this administrator is a super-administrator. Super-administrators can manage everything in XCI.
entityIds (Array of Integer): List of entities this administrator has the rights to manage

Delete¶

Delete an administrator.

DELETE /api/1.0/administrators/$id

Edit¶

Edit an administrator. See Create administrator for fields details.

PUT /api/1.0/administrators/$id

Example (Python 3)¶

#!/usr/bin/env python3
# -*- coding: utf-8 -*-

from urllib.parse import urlencode
from urllib.request import Request, urlopen
import json, sys

class XCIApiExample:
        base_url = None
        cookie = None

        def __init__(self, base_url, login, password):
                self.base_url = base_url
                self.make_login(login, password)

        def make_login(self, login, password):
                data = {"login": login, "password": password}
                response = self.make_post_request("/login", data)
                self.cookie = response.info()["Set-Cookie"]

        def get_entities(self):
                response = self.make_get_request("/entities")
                return self.handle_json_response(response)

        def get_available_numbers(self, entity):
                response = self.make_get_request("/entities/" + entity["combinedId"] + "/available_numbers")
                return self.handle_json_response(response)

        def create_line_template(self, data):
                self.make_post_request("/templates", data)

        def get_line_templates(self):
                response = self.make_get_request("/templates")
                return self.handle_json_response(response)

        def create_user(self, data):
                self.make_post_request("/users", data)

        def make_get_request(self, method):
                request = Request(self.base_url + method, headers = {"Cookie": self.cookie})
                response = urlopen(request)
                return response

        def make_post_request(self, method, data):
                header = {"Content-Type": "application/json", "Cookie": self.cookie if self.cookie else ""}
                request = Request(self.base_url + method, json.dumps(data).encode(), header)
                response = urlopen(request)
                return response

        def handle_json_response(self, response):
                return json.loads(response.read().decode())


# Initialize API
api_example = XCIApiExample("http://192.168.29.103:9001/api/1.0", "admin", "superpass")

# Get an entity and its XiVO
entities = api_example.get_entities()["items"]
if (len(entities) == 0):
        sys.exit("There isn't any XiVO configured yet or they don't have any entity !")
else:
        entity = entities[1]
        xivo = entity["xivo"]
        print("Selected entity \"%s\" in XiVO \"%s\""%(entity["name"], xivo["name"]))

# Create a line template
template_data = {
        "name": "My line template",
        "xivos": [xivo["id"]],
        "entities": [entity["combinedId"]],
        "peerSipName": "auto",
        "ringingTime": 30,
        "routedInbound": False,
        "callerIdMode": "anonymous",
        "voiceMailEnabled": False
}
api_example.create_line_template(template_data)
line_template = api_example.get_line_templates()[0]
print("New line template created")

# Create a user
user_data = {
        "entityCId": entity["combinedId"],
        "templateId": line_template["id"],
        "firstName": "Alice",
        "lastName": "In Wonderland",
        "internalNumber": api_example.get_available_numbers(entity)["items"][0]
}
api_example.create_user(user_data)
print("New user created")

User’s Guide¶

End user help and documentation.

UC Assistant¶

Note

This section describes the feature of the UC Assistant application. It is available as a web application from your Web Browser. It is also available as a desktop application with these additionnal features:

show integrated popup when receiving call

get keyboard shortcut to answer/hangup and make call using Select2Call feature

handle callto: and tel: links

To install the desktop application, see the desktop application installation page.

What is the XiVO UC Assistant ?

The XiVO UC Assistant is a Web application that enables a user to:

search contacts and show their presence, phone status
make calls through physical phone or using WebRTC
transfer incoming or outgoing calls
access voicemail
enable call forwarding and Do Not Disturb (aka DND)
show history of calls

Login¶

To login, you must have a user configured on the XiVO PBX with:

XiVO Client enabled,
Login, password and profile configured
A configured line with a number

Warning

If a user tries to login without a line, an error message is displayed and user is redirected to the login page (this applies also to Desktop Applications )

Note

A Remember me option is available at prompt page to keep you signed in, when you want automatic login.

Search¶

You can use the search section to lookup for people in the company, results will display all information known for the user (phone numbers and email). You can either click on number to call, or click on copy button to put the number in your clipboard to paste it elsewhere.

To enable this feature, you must configure the directories in the XiVO PBX as described in Directories and Views.

Note

Integration note: the UC Assistant support only the display of

1 field for name (the one of type name in the directory display)
3 numbers (the one of type number and the first two of type callable)
and 1 email

Forwarding Calls and DND¶

From UC Assistant you can activate Do Not Disturb to block all incoming calls or forward call to any another number just by clicking on action button as seen on following screenshot:

Once you choose an action, you just need to apply on clicking on associated button.

Action possibles are :

Enable DND
Disable DND
Edit call forwarding (for both unconditional or on missed call only)

You know that all incoming calls will be rejected once you see the following logo in the header bar :

All calls are forwarded once you see this following one :

Finally, calls are forwarded only if you missed it when you see this one :

Note

If calls are redirected, the forward number will be shown under your name.

Nevertheless, there is a precedence, if DND mode is enabled and also call forwarding, calls will be rejected. If forward on miss call and all call forward are enabled, all calls will be forwarded to number configured for all call forwarding.

Favorites¶

Click on the star to put a contact in its list of favorites. Favorites must be configured in the XiVO PBX as described in Favorites.

Phone integration¶

The UC Assistant can integrate with the phone to :

Call / Hangup
Put on hold
Do direct or indirect transfers *
Make a conference *

*) See Known limitations

As these features are closely linked to the phone to work, you must check Supported phones for UC Assistant and CC Agent and follow the Required configuration page.

Once, you’re phone is properly configured and you are connected as a user, you know that your using SIP phone once you see the following logo in the header bar :

WebRTC integration¶

The UC Assistant can be used by users with WebRTC configuration, without physical phone.

For configuration and requirements, see WebRTC Environment.

You know that your using WebRTC once you see the following logo in the header bar :

*55 (echo test)¶

To test your microphone and speaker, you may call the echo test application. After a welcome message, the application will echo everything what you speak.

Dial the *55 number from your Desktop Assistant.

You should hear the “Echo” announcement.

After the announcement, you will hear back everything you say.

If you hear what you are saying it means that your microphone and speakers are working.

Press # or hangup to exit the echo test application.

Desktop Applications¶

The XiVO Desktop Application is a standalone executable for either UC Assistant or CC Agent Environment. It is available for Windows (64bits) and Linux Debian based distributions (64bits). It offers some additional features compares to the existing web version that can be run in a browser.

Installation¶

The UC Assistant and CC Agent are available as desktop application through Electron packaging, to be able to use these applications in a standalone executable you need to deploy this container first on client machine.

Windows (64bits)¶

To download the latest version available on your environment, just open the following url from your computer:

http://<xucmgt_host>:<xucmgt_port>/install/win64

and then start the downloaded program.

Note

If you have a secured installation (using https/wss) the port can be omitted as the default port is already 443, generally speaking use the uc-assistant URL followed by /install/win64.

Linux (Debian 64bits)¶

To install the latest version, you need to add a repository linked to the xucmgt host. Edit your /etc/apt/sources.list and add the following line:

deb http://<xucmgt_host>:<xucmgt_port>/updates/debian jessie contrib

Then run

sudo apt-get update
sudo apt-get install xivo-desktop-assistant

Note

This repository is currently not signed at all.

Configuration¶

On first launch the application will display the settings page and ask for the application address. Basically it should be the IP address of your XiVO CC/UC applications. If you don’t know it, you need to ask your system administrator or refer to Protocol and connection URL paragraph.

About¶

By clicking the ? menu you will open a popup that show you technical information about the application that can be used to report bugs.

Settings¶

Application Options¶

Launch at startup if enabled, the app starts automatically when you log in to your machine.
Close in tray if enabled, the app stays running in the notification area after app window is closed.

Global keyboard shortcut and Select2Call¶

This field allow you to define one shortcut in application to handle all basic actions that can be done for managing calls. With one combination keypress you should be able to:

Call the phone number contained in your clipboard (a.k.a Select2Call)
Answer a call if phone is ringing
Hangup if you are already on call

Note

To be able to call someone, you must beforehand have copied in your clipboard a phone number from any source (web page, e-mail, text document…)

Linux: select phone number then trigger shortcut

Windows: select phone number, type Ctrl+C then trigger shortcut

Default Select2Call shortcut is Ctrl+Space for Windows and Linux, you can either change it or disable it by leaving the field blank.

Warning

You must be logged in for using global shortcut and automatic dialing to work.

Handling callto: and tel: URLs¶

The Desktop Application can handle telephone number links that appear in web pages. The Desktop Application will automatically dial the number when you click on a link.

It is supported on both Windows and Linux Debian based distributions (with a desktop environment compatible with Freedesktop).

Note that this feature may need some manual configuration steps. See Known limitations paragraph.

Protocol and connection URL¶

In these two fields you need to specify the protocol and address to reach the XiVO CC application. The values depend on the Protocol used and the Application you want to reach. The table below list the possible value:

		Connection URL
Protocol		Secure (recommended)	Non Secure (should not be used)
Application	UC Assistant	`XiVOCC_IP`	`XiVOCC_IP:8070`
	CC Agent	`XiVOCC_IP/ccagent`	`XiVOCC_IP:8070/ccagent`

Note that XiVOCC_IP or XiVOCC_IP:8070 can be replaced by a FQDN if your administrator has set one.

Update¶

On Windows, the application will check at startup for a new version of the application and offer to upgrade if one is available.

On Debian, the update relies on the package manager behavior. However you can check for any update by issuing the following commands:

sudo apt-get update
apt-cache policy xivo-desktop-assistant

Startup options¶

The Desktop Application can be started with following options:

--ignore-certificate-errors to disable certificate verification, this option is meant only for test purposes. You can use it with self-signed certificates.
-d to enable debug menu items

Note

On Windows both options must be set to the shortcut xivo-desktop-assistant.exe pointing to application located in C:\Users\<USER>\AppData\Local\xivo\xivo-desktop-assistant.exe so that Target of shortcut looks like for example to: C:\Users\IEUser\AppData\Local\xivo\xivo-desktop-assistant.exe --ignore-certificate-errors -d

Known limitations¶

callto: or tel: URLs : click on links using protocol callto: or tel: on Windows doesn’t work if any version of Skype / Lync is installed on the PC. However Manual association can be done as explained here : https://superuser.com/a/1118466

Troubleshoot Application¶

If you don’t succeed to reach login page of desired application (i.e. just give you the possibility to retry or to change parameters) and if you observe some errors about certificate in debug mode, you should

Check that you installed correctly the certificate under /etc/docker/nginx/ssl (Signed SSL/TLS certificate for WebRTC).
Take care if your move a *.cer to *.crt. You must concatenate a key file to your *.cer (cat certifcate.cer certificate.key > certificate.crt). Just rename it will not work
Check that XUC_HOST in /etc/docker/compose/custom.env is also configured with the same FQDN as in the certificate, not the IP address.

Specific Features¶

This section lists the specific features per application available with the desktop application.

CC Agent¶

Resize Window¶

Once CC Agent is launched through standalone application, a new button appears to be able to switch between a vertical minimalist view and default one.

WebRTC Environment¶

One can use WebRTC with XiVO PBX and XiVO CC in the following environment:

LAN network (currently no support for WAN environment),
with the:
- UC Assistant or CC Agent with Chrome browser version 57 or later
- or Desktop Application

Requirements¶

The requirements are:

to have a microphone and headphones for your PC,
to configure your XiVO PBX:
- open WebRTC access (see:Configuration of XiVO PBX for WebRTC) taking great care of the security notice,
- and then create users with a WebRTC line (see: Configuration of user with WebRTC line),
have a SSL/TLS certificate signed by a certification authority installed on the nginx of XiVO CC (see: Signed SSL/TLS certificate for WebRTC),
and use https:
- UC Assistant: you must connect to the UC Assistant via https protocol,
- Desktop Application: you must check Protocol -> Secure in the application parameters.

Note

Currently you can not have a user configured for both WebRTC and a phone set at the same time.

Limitations¶

Known limitation are :

Voice may not be able to hear if your computer have more than 4 network interfaces up at the same time (this can happen if you use virtualization)

Note

To check if you have more than 4 network interfaces you can type following command:

ls /sys/class/net

Then just use:

ifdown <ifname>

This will switch off network interface not required to make your call.

Devices¶

In XiVO, there are two kind of devices:

Officially Supported Devices¶

The officially supported devices will be supported across upgrades and phone features are guaranteed to be supported on the latest version.

xivo-provd plugins for these devices can be installed from the “officially supported devices” repository.

Supported phones for UC Assistant and CC Agent¶

Manufacturer	Function
					Attended	Direct
	Answer	Hangup	Hold	Conference	Transfer	Transfer
Snom 7XX	OK	OK	OK	OK	OK	OK
Polycom VVX	OK	OK	OK	NO	OK	OK
Yealink T4XG, T4XP, T4XS	OK	OK	OK	NO	OK	OK

NO - Not available

For other type of phone sets, you will not be able to use all the call features from the UC Assistant or the CCAgent.

Aastra¶

Aastra has been acquired by Mitel in 2014. In XiVO, the 6700 series and 6800 series phones are still referenced as Aastra phones, for historical and compatibility reasons.

6700i series¶

	6731i	6735i	6737i	6739i	6755i	6757i
Provisioning	Y	Y	Y	Y	Y	Y
H-A	Y	Y	Y	Y	Y	Y
Directory XIVO	Y	Y	Y	Y	Y	Y
Funckeys	8	26	30	55	26	30
	Supported programmable keys
User with supervision function	Y	Y	Y	Y	Y	Y
Group	Y	Y	Y	Y	Y	Y
Queue	Y	Y	Y	Y	Y	Y
Conference Room with supervision function	Y	Y	Y	Y	Y	Y
General Functions
Online call recording	N	N	N	N	N	N
Phone status	Y	Y	Y	Y	Y	Y
Sound recording	Y	Y	Y	Y	Y	Y
Call recording	Y	Y	Y	Y	Y	Y
Incoming call filtering	Y	Y	Y	Y	Y	Y
Do not disturb	Y	Y	Y	Y	Y	Y
Group interception	Y	Y	Y	Y	Y	Y
Listen to online calls	Y	Y	Y	Y	Y	Y
Directory access	Y	Y	Y	Y	Y	Y
Filtering Boss - Secretary	Y	Y	Y	Y	Y	Y
Transfers Functions
Blind transfer	HK	Y	Y	HK	Y	Y
Indirect transfer	HK	Y	Y	HK	Y	Y
Forwards Functions
Disable all forwarding	Y	Y	Y	Y	Y	Y
Enable/Disable forwarding on no answer	Y	Y	Y	Y	Y	Y
Enable/Disable forwarding on busy	Y	Y	Y	Y	Y	Y
Enable/Disable forwarding unconditional	Y	Y	Y	Y	Y	Y
Voicemail Functions
Enable voicemail with supervision function	Y	Y	Y	Y	Y	Y
Reach the voicemail	Y	Y	Y	HK	Y	Y
Delete messages from voicemail	Y	Y	Y	Y	Y	Y
Agent Functions
Connect/Disconnect a static agent	Y	Y	Y	Y	Y	Y
Connect a static agent	Y	Y	Y	Y	Y	Y
Disconnect a static agent	Y	Y	Y	Y	Y	Y
Parking Functions
Parking	Y	Y	Y	Y	Y	Y
Parking position	Y	Y	Y	Y	Y	Y
Paging Functions
Paging	Y	Y	Y	Y	Y	Y

Supported expansion modules:

Aastra® M670i (for Aastra® 35i/37i/39i/53i/55i/57i)
Aastra® M675i (for Aastra® 35i/37i/39i/55i/57i)

6800i series¶

	6863i	6865i	6867i	6869i
Provisioning	Y	Y	Y	NT
H-A	Y	Y	Y	Y
Directory XIVO	Y	Y	Y	Y
Funckeys	0	8	38	68
	Supported programmable keys
User with supervision function	N	Y	Y	Y
Group	N	Y	Y	Y
Queue	N	Y	Y	Y
Conference Room with supervision function	N	Y	Y	Y
General Functions
Online call recording	N	Y	Y	Y
Phone status	N	Y	Y	Y
Sound recording	N	Y	Y	Y
Call recording	N	Y	Y	Y
Incoming call filtering	N	Y	Y	Y
Do not disturb	N	Y	Y	Y
Group interception	N	Y	Y	Y
Listen to online calls	N	Y	Y	Y
Directory access	N	Y	Y	Y
Filtering Boss - Secretary	N	Y	Y	Y
Transfers Functions
Blind transfer	HK	HK	HK	HK
Indirect transfer	HK	HK	HK	HK
Forwards Functions
Disable all forwarding	N	Y	Y	Y
Enable/Disable forwarding on no answer	N	Y	Y	Y
Enable/Disable forwarding on busy	N	Y	Y	Y
Enable/Disable forwarding unconditional	N	Y	Y	Y
Voicemail Functions
Enable voicemail with supervision function	N	Y	Y	Y
Reach the voicemail	N	Y	Y	Y
Delete messages from voicemail	N	Y	Y	Y
Agent Functions
Connect/Disconnect a static agent	N	Y	Y	Y
Connect a static agent	N	Y	Y	Y
Disconnect a static agent	N	Y	Y	Y
Parking Functions
Parking	N	Y	Y	Y
Parking position	N	Y	Y	Y
Paging Functions
Paging	N	Y	Y	Y

Supported expansion modules:

Aastra® M680 (for Aastra® 6865i/6867i/6869i)
Aastra® M685 (for Aastra® 6865i/6867i/6869i)

Note

The provisioning server doesn’t know if you use a M680 or a M685. Therefore provisioning is done as if you had a M685 (the one with the more keys). See the below correspondency table between key number in Webi (Function key tab of user) and expansion module key number. Note that this example is given for a 6865 which has 8 programmable keys. Correspondency will change for a 6867 which has 38 softkeys.

Webi Key Number	M680 Key Number		M685 Key Number
Webi Key Number	Module 1	Module 2	Module 1	Module 2
9	1st		1st
24	16th (and last one)		16th
25			17th
92			84th (last one)
93		1st		1st
108		16th (and last one)		16th
109				17th
176				84th (and last one)

DECT Infrastructure¶

	RFP35	RFP36
Provisioning	N	N
H-A	N	N
Directory XIVO	N	N
Funckeys	0	0

Cisco¶

ATAs¶

	SPA122	SPA3102	SPA8000
Provisioning	Y	Y	Y
H-A	N	N	N
Directory XIVO	N	N	N
Funckeys	0	0	0

For best results, activate DHCP Integration on your XiVO.

These devices can be used to connect faxes. For better success with faxes some parameters must be changed. You can read the Using analog gateways section.

Note

If you want to manually resynchronize the configuration from the ATA device you should use the following url:

http://ATA_IP/admin/resync?http://XIVO_IP:8667/CONF_FILE

where :

ATA_IP is the IP address of the ATA,

XIVO_IP is the IP address of your XiVO,

CONF_FILE is one of spa3102.cfg, spa8000.cfg

Cisco SPA8000 Firmware Download Procedure

To install Cisco SPA8000 firmware, you need to manually download the firmware files from the Cisco website and save them in the /var/lib/xivo-provd/plugins/xivo-cisco-spa8000-6.1.11/var/cache directory.

This directory is created by XiVO when you install the plugin (i.e. xivo-cisco-spa8000-6.1.11). If you create the directory manually, the installation will fail.

Go to https://software.cisco.com/
Go to “Software download”
In the search bar, search for “SPA8000”
Click on “Analog Telephone Adaptor (ATA) Firmware”
Then select under “All Release” the “6” menu, and under the “6” menu, select release “6.1.11”
Finally download the file “SPA8000_6.1.11_FW.zip”
Copy this file into the /var/lib/xivo-provd/plugins/xivo-cisco-spa8000-6.1.11/var/cache directory
Lastly, in the XiVO XiVO web interface, edit the plugin xivo-cisco-spa8000 and you’ll then be able to click on the “install” button for the firmware

Cisco 7900 Series¶

	7905G	7906G	7911G	7912G	7920	7921G	7940G	7941G	7941G-GE	7942G	7960G	7961G	7962G
Provisioning	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
H-A	Y	Y	Y	Y	NT	NT	Y	Y	Y	Y	Y	Y	Y
Directory XIVO	FK	FK	FK	FK	N	N	FK	FK	FK	FK	FK	FK	FK
Funckeys	0	0	0	0	0	0	1	1	1	1	5	5	5
					Supported programmable keys
User with supervision function	N	N	N	N	N	N	N	N	N	N	N	N	N
Group	N	N	N	N	N	N	N	N	N	N	N	N	N
Queue	N	N	N	N	N	N	N	N	N	N	N	N	N
Conference Room with supervision function	N	N	N	N	N	N	N	N	N	N	N	N	N
General Functions
Online call recording	N	N	N	N	N	N	N	N	N	N	N	N	N
Phone status	N	N	N	N	N	N	N	N	N	N	N	N	N
Sound recording	N	N	N	N	N	N	N	N	N	N	N	N	N
Call recording	N	N	N	N	N	N	N	N	N	N	N	N	N
Incoming call filtering	N	N	N	N	N	N	N	N	N	N	N	N	N
Do not disturb	SK	SK	SK	SK	N	N	SK	SK	SK	SK	SK	SK	SK
Group interception	N	N	N	N	N	N	N	N	N	N	N	N	N
Listen to online calls	N	N	N	N	N	N	N	N	N	N	N	N	N
Directory access	Y	Y	Y	Y	N	N	Y	Y	Y	Y	Y	Y	Y
Filtering Boss - Secretary	N	N	N	N	N	N	N	N	N	N	N	N	N
Transfers Functions
Blind transfer	N	N	N	N	N	N	N	N	N	N	N	N	N
Indirect transfer	SK	SK	SK	SK	SK	SK	SK	SK	SK	SK	SK	SK	SK
Forwards Functions
Disable all forwarding	N	N	N	N	N	N	N	N	N	N	N	N	N
Enable/Disable forwarding on no answer	N	N	N	N	N	N	N	N	N	N	N	N	N
Enable/Disable forwarding on busy	N	N	N	N	N	N	N	N	N	N	N	N	N
Enable/Disable forwarding unconditional	N	N	N	N	N	N	N	N	N	N	N	N	N
Voicemail Functions
Enable voicemail with supervision function	N	N	N	N	N	N	N	N	N	N	N	N	N
Reach the voicemail	SK	SK	SK	SK	N	N	HK	HK	HK	HK	HK	HK	HK
Delete messages from voicemail	N	N	N	N	N	N	N	N	N	N	N	N	N
Agent Functions
Connect/Disconnect a static agent	N	N	N	N	N	N	N	N	N	N	N	N	N
Connect a static agent	N	N	N	N	N	N	N	N	N	N	N	N	N
Disconnect a static agent	N	N	N	N	N	N	N	N	N	N	N	N	N
Parking Functions
Parking	N	N	N	N	N	N	N	N	N	N	N	N	N
Parking position	N	N	N	N	N	N	N	N	N	N	N	N	N
Paging Functions
Paging	N	N	N	N	N	N	N	N	N	N	N	N	N

Warning

These phones can only be used in SCCP mode. They are limited to the features supported in XIVO’s SCCP implementation.

To install firmware for xivo-cisco-sccp plugins, you need to manually download the firmware files from the Cisco website and save them in the /var/lib/xivo-provd/plugins/$plugin-name/var/cache directory.

This directory is created by XiVO when you install the plugin (i.e. xivo-cisco-sccp-legacy). If you create the directory manually, the installation will fail.

Warning

Access to Cisco firmware updates requires a Cisco account with sufficient privileges. The account requires paying for the service and remains under the responsibility of the client or partner. Avencall is not responsible for these firmwares and does not offer any updates.

For example, if you have installed the xivo-cisco-sccp-legacy plugin and you want to install the 7940-7960-fw, networklocale and userlocale_fr_FR package, you must:

Go to http://www.cisco.com
Click on “Log In” in the top right corner of the page, and then log in
Click on the “Support” menu
Click on the “Downloads” tab, then on “Voice & Unified Communications”
Select “IP Telephony”, then “Unified Communications Endpoints”, then the model of your phone (in this example, the 7940G)
Click on “Skinny Client Control Protocol (SCCP) software”
Choose the same version as the one shown in the plugin
Download the file with an extension ending in “.zip”, which is usually the last file in the list
In the XiVO web interface, you’ll then be able to click on the “install” button for the firmware

The procedure is similar for the network locale and the user locale package, but:

Instead of clicking on “Skinny Client Control Protocol (SCCP) software”, click on “Unified Communications Manager Endpoints Locale Installer”
Click on “Linux”
Choose the same version of the one shown in the plugin
For the network locale, download the file named “po-locale-combined-network.cop.sgn”
For the user locale, download the file named “po-locale-$locale-name.cop.sgn, for example “po-locale-fr_FR.cop.sgn” for the “fr_FR” locale
Both files must be placed in /var/lib/xivo-provd/plugins/$plugin-name/var/cache directory. Then install them in the XiVO Web Interface.

Note

Currently user and network locale 11.5.1 should be used for plugins xivo-sccp-legacy and xivo-cisco-sccp-9.4

Mitel¶

The Mitel 6700 Series and 6800 Series SIP Phones are supported in XiVO. See the Aastra section.

Patton¶

FXS Gateways¶

The following analog VoIP gateways are supported:

	SN4112	SN4114	SN4116	SN4118	SN4316	SN4324	SN4332
Provisioning	Y	Y	Y	Y	Y	Y	Y
H-A	Y	Y	Y	Y	Y	Y	Y

XiVO only supports configuring the FXS ports of these gateways. It does not support configuring the FXO ports. If you have a gateway on which you would like to configure the FXO ports, you’ll need to write the FXO ports configuration manually by creating a custom template for your gateway.

It’s only possible to enter a provisioning code on the first FXS port of a gateway. For example, if you have a gateway with 8 FXS ports, the first port can be configured by dialing a provisioning code from it, but ports 2 to 7 can only be configured via the XiVO web interface. Also, if you dial the “reset to autoprov” extension from any port, the configuration of all the ports will be reset, not just the port on which the extension was dialed. These limitations might go away in the future.

BRI Gateway¶

The following BRI VoIP gateways is supported:

	SN4120
Provisioning	Y
H-A	Y

To use the gateway you must, after having provisionned the gateway, configure a SIP trunk on the XiVO.

In Trunk management -> SIP Protocol, add a new SIP trunk with:

Tab General:
- Name: smartnode4120
- Authentication username: smartnode4120
Tab Register:
- Register: yes
- Name: smartnode4120
- Authentication username: smartnode4120
- Password: password
- Remote server: the patton gateway IP address
Tab Signalling:
- Monitoring: yes

General notes¶

These gateways are configured with a few regional parameters (France by default). These parameters are easy to change by writing a custom template.

Telnet access and web access are enabled by default. You should change the default password by setting an administrator password via a XiVO “template device”.

By downloading and installing the Patton firmwares, you agree to the Patton Electronics Company conditions.

To provision a gateway that was previously configured manually, use the following commands on your gateway (configure mode), replacing XIVO_IP by the IP address of your XiVO server:

profile provisioning PF_PROVISIONING_CONFIG
  destination configuration
  location 1 http://XIVO_IP:8667/$(system.mac).cfg
  activation reload graceful
  exit

provisioning execute PF_PROVISIONING_CONFIG

Polycom¶

	\|SoundPoint IP						\|SoundStation IP			\|Business Media Phone
	SPIP331	SPIP335	SPIP450	SPIP550	SPIP560	SPIP650	SPIP5000	SPIP6000	SPIP7000	VVX101	VVX201	VVX300	VVX310	VVX400	VVX410	VVX500	VVX600
Provisioning [1]	NT [1]	Y	Y	Y	NT [1]	NT [1]	NT [1]	Y	NT [1]	Y	Y	Y	Y	Y	Y	Y	NYT
H-A	N	Y	N	Y	N	N	N	N	N	Y	Y	Y	Y	Y	Y	Y	N
Directory XIVO	N	N	N	FK	N	N	N	N	N	N	N	FK	FK	FK	FK	FK	N
Funckeys	N	0	2	3	3	47	0	0	0	0	0	6	6	12	12	12	0
					Supported programmable keys
User with supervision function	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Group	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Queue	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Conference Room with supervision function	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
General Functions
Online call recording	NYT	N	NYT	N	NYT	NYT	NYT	NYT	NYT	N	N	N	N	N	N	N	NYT
Phone status	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Sound recording	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Call recording	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Incoming call filtering	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Do not disturb	NYT	SK	NYT	HK	NYT	NYT	NYT	NYT	NYT	SK	SK	SK	SK	SK	SK	SK	NYT
Group interception	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Listen to online calls	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Directory access	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Filtering Boss - Secretary	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Transfers Functions
Blind transfer	NYT	SK	NYT	N	NYT	NYT	NYT	NYT	NYT	SK	SK	HK	HK	HK	HK	SK	NYT
Indirect transfer	NYT	SK	NYT	HK	NYT	NYT	NYT	NYT	NYT	SK	SK	HK	HK	HK	HK	SK	NYT
Forwards Functions
Disable all forwarding	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Enable/Disable forwarding on no answer	NYT	SK	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Enable/Disable forwarding on busy	NYT	SK	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Enable/Disable forwarding unconditional	NYT	SK	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Voicemail Functions
Enable voicemail with supervision function	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Reach the voicemail	NYT	SK	NYT	HK	NYT	NYT	NYT	NYT	NYT	SK	SK	HK	HK	HK	HK	SK	NYT
Delete messages from voicemail	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Agent Functions
Connect/Disconnect a static agent	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Connect a static agent	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Disconnect a static agent	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Parking Functions
Parking	NYT	N	NYT	N	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Parking position	NYT	N	NYT	N	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT
Paging Functions
Paging	NYT	N	NYT	Y	NYT	NYT	NYT	NYT	NYT	Y	Y	Y	Y	Y	Y	Y	NYT

Particularities:

The latest Polycom firmwares can take a lot of time to download and install due to their size (~650 MiB). For this reason, these files are explicitly excluded from the XiVO backups.
For directed call pickup to work via the BLF function keys, you need to make sure that the option Set caller-id in dialog-info+xml notify is enabled on your XiVO. This option is located on the Services ‣ IPBX ‣ General settings ‣ SIP Protocol page, in the Signaling tab.

Also, directed call pickup via a BLF function key will not work if the extension number of the supervised user is different from its caller ID number.
Default password is 9486 (i.e. the word “xivo” on a telephone keypad).
On the VVX101 and VVX201, to have the two line keys mapped to the same SIP line, create a custom template with the following content:
```
{% extends 'base.tpl' -%}

{% block remote_phonebook -%}
{% endblock -%}

{% block model_specific_parameters -%}
reg.1.lineKeys="2"
{% endblock -%}
```
This is especially useful on the VVX101 since it supports a maximum of 1 SIP line and does not support function keys.

Note

(XiVO HA cluster) BLF function key saved on the master node are not available.

Supported expansion modules:

Polycom® VVX Color Expansion (for Polycom® VVX 300/310/400/410/500/600)
Polycom® VVX Paper Expansion (for Polycom® VVX 300/310/400/410/500/600)
Polycom® SoundPoint IP Backlit (for Polycom® SoundPoint 650)

Warning

Polycom® VVX® Camera are not supported.

Snom¶

	370	710	715	720	D725	D745	760	D765	821	870
Provisioning	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
H-A	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Directory XIVO	HK	SK	SK	HK	HK	HK	HK	HK	HK	HK
Funckeys	12	5	5	18	18	32	16	16	12	15
	Supported programmable keys
User with supervision function	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Group	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Queue	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Conference Room with supervision function	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
General Functions
Online call recording	N	N	N	N	N	N	N	N	N	N
Phone status	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Sound recording	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Call recording	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Incoming call filtering	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Do not disturb	HK	SK	SK	HK	HK	HK	HK	HK	HK	HK
Group interception	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Listen to online calls	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Directory access	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Filtering Boss - Secretary	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Transfers Functions
Blind transfer	Y	SK	SK	HK	HK	HK	HK	HK	HK	HK
Indirect transfer	Y	SK	SK	HK	HK	HK	HK	HK	HK	HK
Forwards Functions
Disable all forwarding	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Enable/Disable forwarding on no answer	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Enable/Disable forwarding on busy	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Enable/Disable forwarding unconditional	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Voicemail Functions
Enable voicemail with supervision function	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Reach the voicemail	HK	HK	HK	HK	HK	HK	HK	HK	HK	HK
Delete messages from voicemail	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Agent Functions
Connect/Disconnect a static agent	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Connect a static agent	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Disconnect a static agent	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y
Parking Functions
Parking	Y	N	N	N	N	N	N	N	Y	Y
Parking position	Y	N	N	N	N	N	N	N	Y	Y
Paging Functions
Paging	Y	Y	Y	Y	Y	Y	Y	Y	Y	Y

Supported expansion modules:

Snom® Vision (for Snom® 7xx series and Snom® 8xx series)
Snom® D7 (for Snom® 7xx series)

Note

For some models, function keys are shared with line keys

There’s the following known limitations/issues with the provisioning of Snom phones in XiVO:

If you are using Snom phones with HA, you should not assign multiple lines to the same device.
The Snom D745 has limited space for function key labels: long labels might be split in a suboptimal way.
When using a D7 expansion module, the function key label will not be shown on the first reboot or resynchronization. You’ll need to reboot or resynchronize the phone a second time for the label to be shown properly.
After a factory reset of a phone, if no language and timezone are set for the “default config device” in XiVO ‣ Configuration ‣ Provisioning ‣ Template device, you will be forced to select a default language and timezone on the phone UI.

Yealink¶

	T19P	T19P E2	T20P	T21P	T21P E2	T22P	T23G	T26P	T28P	T32G	T38G	T40G	T41P	T41S	T42G	T42S	T46G	T46S	T48G	T48S	W52P
Provisioning	Y	Y	Y	Y	Y	Y	Y	Y	Y	NT [1]	Y	Y	Y	NYT	Y	Y	Y	Y	Y	Y	Y
H-A	Y	Y	Y	Y	Y	Y	Y	Y	Y	N	N	Y	Y	NYT	Y	Y	Y	NYT	Y	Y	Y
Directory XIVO	N	Y	N	N	Y	N	NYT	N	N	Y	Y	Y	Y	NYT	Y	Y	N	NYT	Y	Y	Y
Funckeys	0	0	2	2	2	3	3	13	16	3	16	3	15	15	15	15	27	27	27	29	0
DTMF	NYT	NYT	NYT	NYT	NYT	NYT	Y	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	Y	NYT	Y	NYT	Y	NYT
Intercom	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	Y	NYT	NYT	NYT	Y	NYT
LLDP	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	Y	NYT	NYT	NYT	Y	NYT
Language set from XiVO	NYT	NYT	NYT	NYT	NYT	NYT	Y	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	Y	NYT	Y	NYT	Y	NYT
Time zone set from XiVO	NYT	NYT	NYT	NYT	NYT	NYT	Y	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	Y	NYT	Y	NYT	Y	NYT
					Supported programmable keys
User with supervision function	N	N	Y	Y	Y	Y	Y	Y	Y	NYT	Y	Y	Y	NYT	Y	Y	Y	Y	Y	Y	N
Group	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Queue	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Conference	NYT	NYT	NYT	NYT	NYT	NYT	SK	NYT	NYT	NYT	NYT	NYT	NYT	NYT	NYT	SK	NYT	SK	NYT	SK	NYT
Conference Room with supervision function	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	Y	Y	NYT	Y	Y	N
General Functions
Online call recording	N	N	N	N	N	N	NYT	N	N	NYT	N	N	N	NYT	N	NYT	N	NYT	N	NYT	N
Phone status	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Sound recording	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Call recording	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Incoming call filtering	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Do not disturb	N	N	Y	SK	SK	SK	N	SK	SK	NYT	SK	SK	SK	NYT	SK	NYT	SK	N	SK	NYT	N
Group interception	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Listen to online calls	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Directory access	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Filtering Boss - Secretary	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Transfers Functions
Blind transfer	SK	SK	HK	HK	HK	HK	HK	HK	HK	NYT	HK	SK	SK	NYT	SK	SK	HK	HK	HK	HK	SK
Indirect transfer	SK	SK	HK	HK	HK	HK	HK	HK	HK	NYT	HK	SK	SK	NYT	SK	SK	HK	HK	HK	HK	SK
Forwards Functions
Disable all forwarding	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Enable/Disable forwarding on no answer	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Enable/Disable forwarding on busy	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Enable/Disable forwarding unconditional	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Voicemail Functions
Enable voicemail with supervision function	N	N	Y	Y	Y	Y	Y	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	Y	Y	NYT	N
Reach the voicemail	N	N	HK	HK	HK	HK	HK	HK	HK	NYT	HK	HK	HK	NYT	HK	NYT	HK	HK	HK	NYT	HK
Delete messages from voicemail	N	N	Y	Y	Y	Y	Y	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	Y	Y	NYT	N
Agent Functions
Connect/Disconnect a static agent	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Connect a static agent	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Disconnect a static agent	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	Y	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Parking Functions
Parking	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	N	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Parking position	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	N	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N
Paging Functions
Paging	N	N	Y	Y	Y	Y	NYT	Y	Y	NYT	N	Y	Y	NYT	Y	NYT	Y	NYT	Y	NYT	N

Particularities:

For plugin xivo-yealink-v84, default password is 9486 (i.e. the word “xivo” on a telephone keypad).
See also the list of community supported Yealink models.

Regarding the W52P (DECT), there is firmware for both the base station and the handset. The base and the handset are probably going to work if they are not using the same firmware version, although this does not seem to be officially recommended. By default, a base station will try to upgrade the firmware of an handset over the air (OTA) if the following conditions are met:

Handset with firmware 26.40.0.15 or later
Base station with firmware 25.40.0.15 or later
Handset with hardware 26.0.0.6 or later

Otherwise, you’ll have to manually upgrade the handset firmware via USB.

In all cases, you should consult the Yealink documentation on Upgrading W52x Handset Firmware.

Note

Some function keys are shared with line keys

Supported expansion modules:

Yealink® EXP38 (for Yealink® T26P/T28P)
Yealink® EXP39 (for Yealink® T26P/T28P)
Yealink® EXP40 (for Yealink® T46G/T48G T46S/T48S)

Caption :

[1]	(1, 2, 3, 4, 5, 6, 7) These devices are marked as `Not Tested` because other similar models using the same firmware have been tested instead. If these devices ever present any bugs, they will be troubleshooted by the XiVO support team.

Community Supported Devices¶

The community supported devices are only supported by the community. In other words, maintenance, bug, corrections and features are developed by members of the XiVO community. XiVO does not officially endorse support for these devices.

xivo-provd plugins for these devices can be installed from the “community supported devices” repository.

Aastra¶

6700i and 9000i series:

Model	Tested [1]	Fkeys [2]	XiVO HA [3]
6730i	No	8	Yes
6753i	Yes	6	Yes
6757i	Yes	30	Yes
9143i	Yes	7	Yes
9480i	No	6	Yes
9480CT	No	6	Yes

Alcatel-Lucent¶

IP Touch series:

Model	Tested [1]	Fkeys [2]	XiVO HA [3]
4008 Extended Edition	Yes	4	No
4018 Extended Edition	Yes	4	No

Note that you must not download the firmware for these phones unless you agree to the fact it comes from a non-official source.

For the plugin to work fully, you need these additional packages:

apt-get install p7zip python-pexpect telnet

Avaya¶

1200 series IP Deskphones (previously known as Nortel IP Phones):

Model	Tested [1]	Fkeys [2]	XiVO HA [3]
1220 IP	Yes	0	No
1230 IP	No	0	No

Cisco¶

Cisco Small Business SPA300 series:

Model	Tested [1]	Fkeys [2]	XiVO HA [3]
SPA301	No	1	No
SPA303	No	3	No

Note

Function keys are shared with line keys for all SPA phones

Cisco Small Business SPA500 series:

Model	Tested [1]	Fkeys [2]	XiVO HA [3]
SPA501G	Yes	8	No
SPA502G	No	1	No
SPA504G	Yes	4	No
SPA508G	Yes	8	No
SPA509G	No	12	No
SPA512G	No	1	No
SPA514G	No	4	No
SPA525G	Yes	5	No
SPA525G2	No	5	No

The SPA500 expansion module is supported.

Cisco Small Business IP Phones (previously known as Linksys IP Phones)

Model	Tested [1]	Fkeys [2]	XiVO HA [3]
SPA901	No	1	No
SPA921	No	1	No
SPA922	No	1	No
SPA941	No	4	No
SPA942	Yes	4	No
SPA962	Yes	6	No

Note

You must install the firmware of each SPA9xx phones you are using since they reboot in loop when they can’t find their firmware.

The SPA932 expansion module is supported.

ATAs:

Model	Tested [1]	XiVO HA [3]
PAP2	No	No
SPA2102	No	No
SPA8800	No	No
SPA112	No	No

For best results, activate DHCP Integration on your XiVO.

Note

These devices can be used to connect Faxes. For better success with faxes some parameters must be changed. You can read the Using analog gateways section.

Note

If you want to manually resynchronize the configuration from the ATA device you should use the following url:

http://ATA_IP/admin/resync?http://XIVO_IP:8667/CONF_FILE

where :

ATA_IP is the IP address of the ATA,

XIVO_IP is the IP address of your XiVO,

CONF_FILE is one of spa2102.cfg, spa8000.cfg

Digium¶

	D40	D50	D70
Provisioning	Y	NYT	Y
H-A	Y	NYT	Y
Directory XIVO	N	NYT	N
Funckeys	2	14	106
Supported programmable keys
User with supervision function	N	NYT	N
Group	Y	NYT	Y
Queue	Y	NYT	Y
Conference Room with supervision function	Y	NYT	Y
General Functions
Online call recording	N	NYT	N
Phone status	Y	NYT	Y
Sound recording	Y	NYT	Y
Call recording	Y	NYT	Y
Incoming call filtering	Y	NYT	Y
Do not disturb	HK	NYT	HK
Group interception	Y	NYT	Y
Listen to online calls	N	NYT	N
Directory access	N	NYT	N
Filtering Boss - Secretary	Y	NYT	Y
Transfers Functions
Blind transfer	HK	NYT	HK
Indirect transfer	HK	NYT	HK
Forwards Functions
Disable all forwarding	Y	NYT	Y
Enable/Disable forwarding on no answer	Y	NYT	Y
Enable/Disable forwarding on busy	Y	NYT	Y
Enable/Disable forwarding unconditional	Y	NYT	Y
Voicemail Functions
Enable voicemail with supervision function	Y	NYT	Y
Reach the voicemail	HK	NYT	HK
Delete messages from voicemail	Y	NYT	Y
Agent Functions
Connect/Disconnect a static agent	Y	NYT	Y
Connect a static agent	Y	NYT	Y
Disconnect a static agent	Y	NYT	Y
Parking Functions
Parking	N	NYT	N
Parking position	N	NYT	N
Paging Functions
Paging	Y	NYT	Y

Note

Some function keys are shared with line keys

Particularities:

For best results, activate DHCP Integration on your XiVO.
Impossible to do directed pickup using a BLF function key.
Only supports DTMF in RFC2833 mode.
Does not work reliably with Cisco ESW520 PoE switch. When connected to such a switch, the D40 tends to reboot randomly, and the D70 does not boot at all.
It’s important to not edit the phone configuration via the phones’ web interface when using these phones with XiVO.
Paging doesn’t work.

Fanvil¶

Model	Tested [1]	Fkeys [2]	XiVO HA [3]
C62P	Yes	5	Yes

Gigaset¶

Also known as Siemens.

Model	Tested [1]	XiVO HA [3]
C470 IP	No	No
C475 IP	No	No
C590 IP	No	No
C595 IP	No	No
C610 IP	No	No
C610A IP	No	No
S675 IP	No	No
S685 IP	No	No
N300 IP	No	No
N300A IP	No	No
N510 IP PRO	No	No

Jitsi¶

Model	Tested [1]	Fkeys [2]	XiVO HA [3]
Jitsi	Yes	—	No

Panasonic¶

Panasonic KX-HTXXX series:

Model	Tested [1]	Fkeys [2]	XiVO HA [3]
KX-HT113	No	—	No
KX-HT123	No	—	No
KX-HT133	No	—	No
KX-HT136	No	—	No

Note

This phone is for testing for the moment

Polycom¶

Model	Tested [1]	Fkeys [2]	XiVO HA [3]
SPIP320	No	0	No
SPIP321	No	0	No
SPIP330	No	0	No
SPIP430	No	0	No
SPIP501	Yes	0	No
SPIP600	No	0	No
SPIP601	No	0	No
SPIP670	No	47	No

SoundStation IP:

Model	Tested [1]	Fkeys [2]	XiVO HA [3]
SPIP4000	No	0	No

Others:

Model	Tested [1]	Fkeys [2]	XiVO HA [3]
VVX1500	No	0	No

Snom¶

Model	Tested [1]	Fkeys [2]	XiVO HA [3]
300	No	6	Yes
320	Yes	12	Yes
360	No	—	Yes
820	Yes	4	Yes
MP	No	—	Yes
PA1	No	0	Yes

Note

For some models, function keys are shared with line keys

Warning

If you are using Snom phones with HA, you should not assign multiple lines to the same device.

There’s a known issue with the provisioning of Snom phones in XiVO:

After a factory reset of a phone, if no language and timezone are set for the “default config device” in XiVO ‣ Configuration ‣ Provisioning ‣ Template device, you will be forced to select a default language and timezone on the phone UI.

Technicolor¶

Previously known as Thomson:

Model	Tested [1]	Fkeys [2]	XiVO HA [3]
ST2022	No	—	—
ST2030	Yes	10	Yes

Note

Function keys are shared with line keys

Yealink¶

Model	Tested [1]	Fkeys [2]	XiVO HA [3]	Plugin
CP860	No	0	—	xivo-yealink-v72
T23P	No	3	—	xivo-yealink-v80
T27P	Yes	21	Yes	xivo-yealink-v80
T29G	No	27	—	xivo-yealink-v80
T49G	Yes	29	Yes	xivo-yealink-v80

Note

Some function keys are shared with line keys

Zenitel¶

Model	Tested [1]	Fkeys [2]	XiVO HA [3]
IP station	Yes	1	No

[1]	(1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18) `Tested` means the device has been tested by the XiVO development team and that the developers have access to this device.

[2] (1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18) Fkeys is the number of programmable function keys that you can configure from the XiVO web interface. It is not necessarily the same as the number of physical function keys the device has (for example, a 6757i has 12 physical keys but you can configure 30 function keys because of the page system).

[3]	(1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18) `XiVO HA` means the device is confirmed to work with XiVO HA.

The officially supported devices will be supported across upgrades and phone features are guaranteed to be supported on the latest version.

The community supported devices are only supported by the community. In other words, maintenance, bug, corrections and features are developed by members of the XiVO community. XiVO does not officially endorse support for these devices.

The next topics lists the officially and community supported devices. For each vendor, a table shows the various features supported by XiVO. Here’s an example:

	Model X	Model Y	Model Z
Provisioning	Y	Y	Y
H-A	Y	Y	Y
Directory XIVO	N	Y	Y
Funckeys	0	2	8
	Supported programmable keys
User with supervision function	Y	Y	Y

The rows have the following meaning:

Provisioning

Is the device supported by the auto-provisioning system ?

H-A

Is the device supported by the high availability system ?

Directory XiVO

Is the device supported by the remote directory ? In other word, is it possible to consult the XiVO’s remote directory from the device ?

Funckeys

How many function keys can be configured on the device from the XiVO web interface ?

The number of function keys that can be configured on a device is not necessarily the same as the number of physical function keys the device has. For example, an Aastra 6757i has 12 physical keys but you can configure 30 function keys because of the page system.

Inside a table, the following legend is used:

Y = Yes / Supported
N = No / Not supported
NT = Not tested
NYT = Not yet tested

Each table also contains a section about the supported function keys. In that section, the following legend can also be used:

FK = Funckey
SK = SoftKey
HK = HardKey
MN = Menu

Function keys work using the extensions in Services ‣ Extensions. It is important to enable the function keys you want to use. Also, the enable transfer option in the user configuration services tab must be enabled to use transfer function keys.

Plugins release notes¶

xivo-aastra-3.3.1-SP4-HF9¶

Note

Replaces xivo-aastra-3.3.1-SP4 plugin

v1.8:	Download links for firmwares update for Aastra/Mitel phones.
v1.7:	Firmware update for Aastra/Mitel phones. Particularly these new firmwares support forwarding of Multiple Spanning Tree Protocol (MSTP) messages from the LAN port to the PC port. This ensures issues regarding network loops are not created.

xivo-aastra-4.3.0¶

Note

Replaces xivo-aastra-4.1.0 plugin

v1.8:	Download links for firmwares update for Aastra/Mitel phones.
v1.7:	Firmware update for Aastra/Mitel phones. Particularly these new firmwares support forwarding of Multiple Spanning Tree Protocol (MSTP) messages from the LAN port to the PC port. This ensures issues regarding network loops are not created.

xivo-cisco-spa8000-6.1.11¶

v1.1:	Fix download of firmware with procedure Cisco SPA8000 download firmware.

xivo-patton-6.10¶

v1.1:	Plugin added which provision FXS patton gateways (SN411X and SN43XX)

xivo-patton-SN4120-6.10¶

v1.2:	Fix plugin installation (install rule for SN4120 firmware was wrong)
v1.1:	Plugin added which provision BRI patton gateway (SN4120)

xivo-polycom-4.0.11¶

Note

Replaces xivo-polycom-4.0.9 plugin: this plugin is required for Polycom devices with MAC address in the range 64167F (instead of 0004F2)

v2.2:	fix URL for Updater file download
v2.1:	DND feature disabled
v1.9:	integrate XiVOCC required template configuration

xivo-polycom-5.4.3¶

v2.1:	DND feature disabled
v1.8:	integrate XiVOCC required template configuration

xivo-snom-8.7.5.35¶

v2.4:	Internal changes.
v2.3:	Change provisioning of Login and Pause management using function keys keys to support Wrapup indication.
v2.2:	Add support to SIP Auto-Answer Header (needed for CTI Transfer in Polaris)
v2.1:	DND feature disabled
v1.9:	update to use the new language pack
v1.8:	correction for provisioning if there is no DST

xivo-snom-8.9.3.80¶

Note

Replaces xivo-snom-8.9.3.60 plugin

v2.6:	Support for fw 8.9.3.80 and use check-sync NOTIFY event with reboot=false.
v2.5:	Change parameter to fix Switchboard answer
v2.4:	Change provisioning of Login and Pause management using function keys keys to support Wrapup indication.
v2.3:	Add support for D712 and upgrade firmware for 7XX serie.
v2.2:	Add support to SIP Auto-Answer Header (needed for CTI Transfer in Polaris)
v2.1:	DND feature disabled
v1.8:	correction for provisioning if there is no DST

xivo-yealink-v70¶

v2.1.2:	Replace broken firmware link
v2.1:	DND feature disabled

xivo-yealink-v72¶

v2.1:	DND feature disabled

xivo-yealink-v73¶

v2.1:	DND feature disabled

xivo-yealink-v81¶

Note

Replaces xivo-yealink-v80 plugin

v2.5.0:	add XiVO logo for T46G/S and T48G/S
v2.4.3:	fix firmware downloading
v2.4.2:	add provisioning of T27G in firmware v81
v2.4.1:	add provisioning of W52P in firmware v81
v2.3:	switch to default Yealink french translation to fix duplicate label for T48X Note It leads to several small differences in the labels, for example: Attente is changed to Mtr Att Journal is changed to Historique Annuaire is changed to Répertoires
v2.2:	add support to expansion module EXP40 for T46/T48 S
v2.1:	new version of Yealink plugin with support for T4XS family and T23G Warning To install firmware for T4XS family, the ‘unrar’ executable must be present on the host system. If it is not, you’ll have a runtime error while trying to install any firmware. Starting from Five.08 and 2017.08 unrar-free and unar will be installed as a dependency of xivo-fetchfw package. Otherwise you need to install them manually : apt-get update apt-get install unrar-free unar Some older versions of unrar-free fail to decompress the firmware package. In that case you will need to enable non-free packages in debian and install unrar-nonfree : apt-get update apt-get install unrar

xivo-yealink-v84¶

Note

Replaces xivo-yealink-v81 plugin for Yealink T4XS models (and others, see plugin info)

v1.3.1:	Support T40G model (Replaces T40P)
v1.2:	fix answering of second call from UC Assistant or CC Agent
v1.1:	first version of the plugin for fw v84 Note What’s new from v81 plugin: * Small differences for some french labels, for example: Mtr Att is changed to Attente Historique is changed to Récents Répertoires is changed to Annuaire New Station name with first line display name and number XiVO logo for T46S and T48S Admin default password was changed

API and SDK¶

Xuc Xivo Unified Communication Framework¶

Xuc is an application suite developed by Avencall Group, based on several free existing components including XiVO, and our own developments to provide communication services api and application to businesses. Xuc is build on Play using intensively Akka and written in Scala

XiVO is free software. Most of its distinctive components, and Xuc as a whole, are distributed under the LGPLv3 license.

Xuc is providing

Javascript API
Web services
Sample application
Simple agent application
Simple unified communication application pratix
Contact center supervision
Contact center statistics

The proposed applications are available in English and French. The list of preferred langs sent by the browser is analyzed and the first known lang is used, so if the browser requests it, en and fr the page will be server in en. The fallback language is French. Contributions are welcome, start with opening an issue on gitlab project page.

Xuc is composed of 3 modules

The server module
The core module
The statistic module.

Developer¶

Building and packaging¶

Dependencies¶

Xivo Java Cti lib ; https://gitlab.com/xivo-utils/xivo-javactilib
- mvn install
theatrus/akka-quartz : https://github.com/theatrus/akka-quartz
- sbt publish-local

(sudo apt-get install devscripts)

Update change log¶

dch -i in project root directory, parent of debian/changelog
edit changelog to add version

Update documentation site¶

update src/sphinx/conf.py with new version
activator make-site
copy target/sphinx/docs content to public/doc

Update xuc_logger.xml with new version¶

Create debian package : activator debian:genChanges

Docker¶

Building docker image:

activator docker:publish

or

activator docker:publishLocal

docker tag xivo/xuc:2.4.32 xivo/xuc:latest

activator clean test docker:publishLocal; docker tag -f xivo/xuc:1.9.0 xivo/xuc:latest;docker push xivo/xuc:1.9.0; docker push xivo/xuc:latest

Documentation Guidelines¶

The Xuc documentation uses reStructuredText as its markup language and is built using Sphinx.

Sphinx¶

For more details see The Sphinx Documentation

reStructuredText¶

For more details see The reST Quickref

Quick Reference

Sections¶

Section headings are very flexible in reST. We use the following convention in the Xuc documentation:

# (over and under) for module headings
= for sections
- for subsections
^ for subsubsections
~ for subsubsubsections

Cross-referencing¶

Sections that may be cross-referenced across the documentation should be marked with a reference. To mark a section use .. _ref-name: before the section heading. The section can then be linked with :ref:`ref-name`. These are unique references across the entire documentation.

For example:

.. _xuc-module:

#############
 Xuc Module
#############

This is the module documentation.

.. _xuc-section:

Xuc Section
============

Xuc Subsection
---------------

Here is a reference to "xuc section": :ref:`xuc-section` which will have the
name "Xuc Section".

Build the documentation¶

First install Sphinx. See below.

Building¶

For the html and pdf version of the docs:

activator make-site

open <project-dir>/target/sphinx/docs/index.html
open <project-dir>/target/sphinx/docs/Xuc-doc.pdf

Installing Sphinx and other tools¶

To be able to generate pdf and documentation you need install Sphinx and other tools:

sudo easy_install -U Sphinx
sudo apt-get install texlive-latex-base texlive-latex-recommended texlive-latex-extra texlive-fonts-recommended

Javascript API¶

Introduction¶

The Xuc javascript API enables you to integrate enterprise communication functions to your business application. It exposes Cti functions using javascript methods calls.

You may add your own handlers for your application to react to telephony / contact center events.

This API is using websockets, and therefore needs a modern browser supporting them (firefox, chrome …)

Integration Principles¶

Include the Cti and Callback javascript API from the Xuc Server

<script src="http://<xucserver>:<xucport>/assets/javascripts/shotgun.js" type="text/javascript"></script>
<script src="http://<xucserver>:<xucport>/assets/javascripts/cti.js" type="text/javascript"></script>
<script src="http://<xucserver>:<xucport>/assets/javascripts/callback.js" type="text/javascript"></script>
<script src="http://<xucserver>:<xucport>/assets/javascripts/membership.js" type="text/javascript"></script>

Include also the xc_webrtc and SIPml5 javascript APIs for the webRTC support:

<script src="http://<xucserver>:<xucport>/assets/javascripts/xc_webrtc.js" type="text/javascript"></script>
<script src="http://<xucserver>:<xucport>/assets/javascripts/SIPml-api.js" type="text/javascript"></script>

Connect to the Xuc server using new Authentication token (see Obtain authentication token)

var wsurl = "ws://"+server+"/xuc/api/2.0/cti?token="+token;
Cti.WebSocket.init(wsurl,username,phoneNumber);

Connect to the Xuc server using XiVO client username and password (DEPRECATED)

var wsurl = "ws://"+server+"/ctichannel?username="+username+"&amp;agentNumber="+phoneNumber+"&amp;password="+password;
Cti.WebSocket.init(wsurl,username,phoneNumber);

Setup event handlers to be notified on
- Phone state changes
- Agent state changes
- Statistics
- …
Eventually also webRTC handlers
- general
- register
- incoming
- outgoing
Once web socket communication is established you are able to call XuC Cti javascript methods.
- Place a call, log an agent ….

...
$('#login_btn').click(function(event){
   Cti.loginAgent($('#agentPhoneNumber').val());
});
$('#logout_btn').click(function(event){
   Cti.logoutAgent();
});
$('#xuc_dial_btn').click(function(event){
   Cti.dial($("#xuc_destination").val());
});
...

Sample Application¶

A sample application is provided by the XuC server. This application allows to display events and using different methods exposed by the XuC

http://<sucserver>:<xucport>/sample

You may browse and use the sample.js javascript file as an example

Calling Cti methods :

.$('#xuc_login_btn').click(function(event) {
     Cti.loginAgent($('#xuc_agentPhoneNumber').val());
 });

 $('#xuc_logout_btn').click(function(event) {
     Cti.logoutAgent();
 });
 $('#xuc_pause_btn').click(function(event) {
     Cti.pauseAgent();
 });
 $('#xuc_unpause_btn').click(function(event) {
     Cti.unpauseAgent();
 });
 $('#xuc_subscribe_to_queue_stats_btn').click(function(event) {
     Cti.subscribeToQueueStats();
 });
 $('#xuc_answer_btn').click(function(event) {
     Cti.answer();
 });
 $('#xuc_hangup_btn').click(function(event) {
     Cti.hangup();
 });
 $('#xuc_login_btn').click(function(event) {
     Cti.loginAgent($('#xuc_agentPhoneNumber').val());
 });
 $('#xuc_logout_btn').click(function(event) {
     Cti.logoutAgent();
 });
 $('#xuc_togglelogin_btn').click(function(event) {
     Cti.toggleAgentLogin();
 });
 $('#xuc_pause_btn').click(function(event) {
     Cti.pauseAgent();
 });
 $('#xuc_unpause_btn').click(function(event) {
     Cti.unpauseAgent();
 });
 $('#xuc_subscribe_to_queue_stats_btn').click(function(event) {
     Cti.subscribeToQueueStats();
 });
 $('#xuc_answer_btn').click(function(event) {
     Cti.answer();
 });
 $('#xuc_hangup_btn').click(function(event) {
     Cti.hangup();
 });
 $('#xuc_get_agent_call_history').click(function() {
     Cti.getAgentCallHistory(7);
 });
 $('#xuc_get_user_call_history').click(function() {
     Cti.getUserCallHistory(7);
 });

..............

Declaring events handlers :

Cti.setHandler(Cti.MessageType.USERSTATUSES, usersStatusesHandler);
Cti.setHandler(Cti.MessageType.USERSTATUSUPDATE, userStatusHandler);
Cti.setHandler(Cti.MessageType.USERCONFIGUPDATE, userConfigHandler);
Cti.setHandler(Cti.MessageType.LOGGEDON, loggedOnHandler);
Cti.setHandler(Cti.MessageType.PHONESTATUSUPDATE, phoneStatusHandler);
Cti.setHandler(Cti.MessageType.VOICEMAILSTATUSUPDATE, voiceMailStatusHandler);
Cti.setHandler(Cti.MessageType.LINKSTATUSUPDATE, linkStatusHandler);
Cti.setHandler(Cti.MessageType.QUEUESTATISTICS, queueStatisticsHandler);
Cti.setHandler(Cti.MessageType.QUEUECONFIG, queueConfigHandler);
Cti.setHandler(Cti.MessageType.QUEUELIST, queueConfigHandler);
Cti.setHandler(Cti.MessageType.QUEUEMEMBER, queueMemberHandler);
Cti.setHandler(Cti.MessageType.QUEUEMEMBERLIST, queueMemberHandler);
Cti.setHandler(Cti.MessageType.DIRECTORYRESULT, directoryResultHandler);

Cti.setHandler(Cti.MessageType.AGENTCONFIG, agentConfigHandler);
Cti.setHandler(Cti.MessageType.AGENTLIST, agentConfigHandler);
Cti.setHandler(Cti.MessageType.AGENTGROUPLIST, agentGroupConfigHandler);
Cti.setHandler(Cti.MessageType.AGENTSTATEEVENT, agentStateEventHandler);
Cti.setHandler(Cti.MessageType.AGENTERROR, agentErrorHandler);
Cti.setHandler(Cti.MessageType.ERROR, errorHandler);
Cti.setHandler(Cti.MessageType.AGENTDIRECTORY, agentDirectoryHandler);

Cti.setHandler(Cti.MessageType.CONFERENCES, conferencesHandler);
Cti.setHandler(Cti.MessageType.CALLHISTORY, callHistoryHandler);

xc_webrtc.setHandler(xc_webrtc.MessageType.GENERAL, webRtcGeneralEventHandler);
xc_webrtc.setHandler(xc_webrtc.MessageType.REGISTRATION, webRtcRegistrationEventHandler);
xc_webrtc.setHandler(xc_webrtc.MessageType.INCOMING, webRtcIncomingEventHandler);
xc_webrtc.setHandler(xc_webrtc.MessageType.OUTGOING, webRtcOutgoingEventHandler);

Debugging¶

Cti features¶

Cti messages can be logged in the console if the Cti.debugMsg variable is set to true, you can do it directly in the developer tools console:

Cti.debugMsg=true;

You’ll then get send and received messages in the console log (prefixed by S>>> and R<<< respectively):

2016-11-23 14:48:59.180 S>>> {"claz":"web","command":"dial","destination":"111","variables":{}}
2016-11-23 14:48:59.557 R<<< {"msgType":"PhoneStatusUpdate","ctiMessage":{"status":"CALLING"}}

WebRTC features¶

The WebRTC debug can be activated separately by the following method:

xc_webrtc.setDebug(sipml5level, event, handler)

Where:

sipml5level refers to the SIPml5 library log level string as described on SIPml5 log level documentation,
event is a boolean value activating event logging (each event is prefixed by RE<<<),
handler is a boolean value activating logging of message handler subscription/unsubscription.

WebRTC on sample page¶

Once logged on the sample page, you can init the webRTC through the init button, follow events shown in the webRTC section and send and receive calls. You can terminate a call by the terminate button in the phone section. Attended transfer can be performed using xfer buttons. Hold and DTMF features are available via the webRTC API. You can receive or make up to 2 calls, answer and hold methods do their best to put other calls on hold when answering or hold the call which is not held (or resume the one which is held), but currently the SIPml5 session ids are not exposed, so you have to avoid getting in a situation where it’s not clear from the context what needs to be done, for example putting on hold two calls in the same time.

Current browsers doesn’t allow media sharing without secure connections - https and wss. The xivoxc_nginx docker image contains the configuration required for loading the sample page over a secure connection using an auto-signed certificate. This certificate is automatically generated by the installation script. It is meant to be used only for test purposes, you should replace it by a signed certificate before switching to production. The sample page is available on the following address: https://MACHINE_IP:8443/sample

Login¶

Agent login¶

An agent can be logged in using Cti.loginAgent(agentPhoneNumber, agentId). For the moment, the phone number used for agent login should be the same as the one used for user login, otherwise you will get many error messages “LoggedInOnAnotherPhone”.

Following cases are handled:

agent is not logged and requests a login to a known line: the agent is logged in
agent is not logged and requests a login to an unknown line: an error is raised:

{"Error":"PhoneNumberUnknown"}

agent is already logged on the requested line: the agent stays logged
agent is already logged on another line: an error is raised and the agent stays logged (on the number where he was logged before the new request). It’s up to the implementation to handle this case.

{"Error":"LoggedInOnAnotherPhone","phoneNb":"1002","RequestedNb":"1001"}

agent is not logged and requests a login to a line already used by another agent: the agent takes over the line and the agent previously logged on the line is unlogged

Generic CTI Messages¶

Error¶

Cti.MessageType.ERROR

LoggedOn¶

Cti.MessageType.LOGGEDON

Directory And Favorites¶

Cti.directoryLookUp: function(term)¶

This command deprecates previously used Cti.searchDirectory(pattern). This command deprecates previously used Cti.searchDirectory(pattern) removed in xuc xivo16 versions.

Note: If dird is not configured, xivo.useDird should be configured to false, and search directory will fallback using the cti server

Associated Handler¶

Cti.MessageType.DIRECTORYRESULT

Triggered by command Cti.directoryLookUp(pattern).

{ "msgType": "DirectoryResult",
    "ctiMessage": {
        "entries": [
            { "status": 0, "entry": [ "hawkeye", "pierce", "1002", "0761187406", "false"]},
            { "status": -2, "entry": [ "peter", "pan", "1004", "", "false"]}],
        "headers":
            [""Firstname", "Lastname", "Number", "Mobile", "Favorite"]}}

Cti.getFavorites: function()¶

Cti.addFavorite: function(contactId, source)¶

Cti.removeFavorite: function(contactId, source)¶

Other Messages¶

Sheet¶

Cti.MessageType.SHEET

{"msgType":"Sheet","ctiMessage":{"timenow":1425055334,"compressed":true,"serial":"xml",
    "payload":{"profile":{"user":{"internal":[{"content":"xivo","name":"ipbxid"},
        {"content":"link","name":"where"},{"content":"1425055330.23","name":"uid"},
        {"content":"no","name":"focus"},{"content":"1","name":"zip"}],
        "sheetQtui":null,"sheetInfo":[{"value":"http://www.google.fr/","name":"popupUrl","order":10,"type":"url"},
        {"value":"&folder=1234","name":"folderNumber","order":30,"type":"text"},
        {"value":"http://www.google.fr/","name":"popupUrl1","order":20,"type":"url"}],"systrayInfo":[]}}},"channel":"SIP/1k4yj2-00000013"}}

User Statuses¶

Cti.MessageType.USERSTATUSES : “UsersStatuses”

User Status Update¶

Cti.MessageType.USERSTATUSUPDATE : “UserStatusUpdate”,

User Config Update¶

Cti.MessageType.USERCONFIGUPDATE : “UserConfigUpdate”,

{"msgType":"UserConfigUpdate",
    "ctiMessage":{"userId":9,"dndEnabled":false,"naFwdEnabled":false,"naFwdDestination":"","uncFwdEnabled":false,"uncFwdDestination":"","busyFwdEnabled":false,"busyFwdDestination":"",
    "firstName":"Alice","lastName":"Johnson","fullName":"Alice Johnson","mobileNumber":"064574512","agentId":22,"lineIds":[5],"voiceMailId":58,"voiceMailEnabled":true}}

Phone Status Update¶

Cti.MessageType.PHONESTATUSUPDATE

Phone Events¶

Cti.MessageType.PHONEEVENT
Cti.MessageType.CURRENTCALLSPHONEEVENTS

Phone events are automatically sent when application is connected.

Format

{
    "msgType":"PhoneEvent",
    "ctiMessage":{
        "eventType":"EventRinging",
        "DN":"1118",
        "otherDN":"1058",
        "otherDName":"Jane Black",
        "linkedId":"1447670380.34",
        "uniqueId":"1447670382.37",
        "queueName":"blue",
        "callDirection": "Incoming",
        "userData":{
            "XIVO_CONTEXT":"default","XIVO_USERID":"9","XIVO_SRCNUM":"1058","XIVO_DSTNUM":"3000"
        }
    }
}

fields	Description
Event types	EventReleased EventDialing EventRinging EventEstablished EventOnHold
DN	The directory number of the event
otherDN	Can be calling number of called number
otherDName	Can be name of caller of called number
queueName	Optional, the queue name for inbound acd calls
callDirection	Can be Incoming or Outgoing
UserData	Contains a list of attached data, system data XIVO_ or data attached to the call key beginning by USR_

If you use the following preprocess subroutine

[user_data_test]
exten = s,1,Log(DEBUG,**** set user data ****)
same  =       n,SET(USR_DATA1=hello)
same  =       n,SET(USR_DATA2=24)
same  =       n,SET(USR_DATA3=with space)
same  =       n,Return()

you will get these data in the events. Data can also be attached using the Cti.dial command.

You can also request a message with a concatenation of PhoneEvents for current calls by Cti.getCurrentCallsPhoneEvents command. The response to this command is formatted as follows:

{
    "msgType":"CurrentCallsPhoneEvents",
    "ctiMessage":{
        "events": [
        {
          "eventType":"EventRinging",
          "DN":"1118",
          "otherDN":"1058",
          "otherDName":"Jane Black",
          "linkedId":"1447670380.34",
          "uniqueId":"1447670382.37",
          "queueName":"blue",
          "callDirection": "Incoming",
          "userData":{
              "XIVO_CONTEXT":"default","XIVO_USERID":"9","XIVO_SRCNUM":"1058","XIVO_DSTNUM":"3000"
          }
        },
        {
          "eventType":"EventEstablished",
          ...
        },
        ...
    }
}

Voice Mail Status Update¶

VOICEMAILSTATUSUPDATE : “VoiceMailStatusUpdate”,

{"msgType":"VoiceMailStatusUpdate","ctiMessage":{"voiceMailId":58,"newMessages":2,"waitingMessages":1,"oldMessages":1}}

Link Status Update¶

Cti.MessageType.LINKSTATUSUPDATE

User Right Profile¶

Cti.MessageType.RIGHTPROFILE: “RightProfile”

{"msgType":"RightProfile","ctiMessage":{"profile":"Supervisor"}}

This message is sent upon connection to the xuc websocket. The profile can be one of: “Supervisor”, “Admin”, “NoRight”.

Queue Statistics¶

Handler on : Cti.MessageType.QUEUESTATISTICS

The handler is executed when a notification of new statistic values is received. Each message contains one or more counters for one queue. The queue is identified by its queueId. See example below for reference. The queue’s id can be used to retrieve queue’s configuration, see Queue Configuration.

Following counters are available:

TotalNumberCallsEntered
TotalNumberCallsAnswered
PercentageAnsweredBefore15
TotalNumberCallsAbandonned
TotalNumberCallsAbandonnedAfter15
PercentageAbandonnedAfter15
WaitingCalls
LongestWaitingTime
EWT
AvailableAgents
TalkingAgents

{
    "msgType":"QueueStatistics",
    "ctiMessage":{
        "queueId":11,"counters":[{"statName":"AvailableAgents","value":0},{"statName":"LoggedAgents","value":0},{"statName":"TalkingAgents","value":0},{"statName":"EWT","value":0}]
    }
}

Some messages contain a queueRef with a queue’s name instead of the queueId. This issue should be eliminated in future versions.

{"queueRef":"travels","counters":[{"statName":"TotalNumberCallsAbandonned","value":19}]}

Queue Calls¶

Handler on: Cti.MessageType.QUEUECALLS

Awaiting calls in a queue. Subscription to the events with : Cti.subscribeToQueueCalls(9) (9 being the queueId). Unsubscription with: Cti.unSubscribeToQueueCalls(9).

{"queueId":9,"calls":[{"position":1,"name":"John Doe","number":"33356782212","queueTime":"2015-07-16T10:40:16.626+02:00"}]}

Queue Configuration¶

QUEUECONFIG : “QueueConfig”,

{"id":8,"context":"default","name":"blue","displayName":"blue sky","number":"3506"}

Queue List¶

QUEUELIST : “QueueList”,

{
    "msgType":"QueueList",
    "ctiMessage":[
        {"id":170,"context":"default","name":"bluesky","displayName":"Bl Record","number":"3012"},
        {"id":5,"context":"default","name":"noagent","displayName":"noagent","number":"3050"},
        {"id":6,"context":"default","name":"__switchboard_hold","displayName":"Switchboard hold","number":"3005"},
        {"id":173,"context":"default","name":"outbound","displayName":"outbound","number":"3099"},
        {"id":2,"context":"default","name":"yellow","displayName":"yellow stone","number":"3001"},
        {"id":7,"context":"default","name":"green","displayName":"green openerp","number":"3006"},
        {"id":3,"context":"default","name":"red","displayName":"red auto polycom","number":"3002"},
        {"id":11,"context":"default","name":"pool","displayName":"Ugips Pool","number":"3100"},
        {"id":4,"context":"default","name":"__switchboard","displayName":"Switchboard","number":"3004"}
        ]
}

Queue Member¶

Handler on : Cti.MessageType.QUEUEMEMBER

Received when an agent is associated to a queue or a penalty is updated. Penalty is -1 when agent is removed from a queue

{"agentId":19,"queueId":3,"penalty":12}

Queue Member List¶

Handler on : Cti.MessageType.QUEUEMEMBERLIST

{
    "msgType":"QueueMemberList",
    "ctiMessage":[
        {"agentId":129,"queueId":8,"penalty":2},
        {"agentId":139,"queueId":168,"penalty":2},
        {"agentId":129,"queueId":10,"penalty":0},
        {"agentId":129,"queueId":11,"penalty":0}
        ]
}

Agent State Event¶

Cti.MessageType.AGENTSTATEEVENT

AgentLogin (DEPRECATED: Agent are now going directly from AgentLoggedOut to AgentReady)

{"name":"AgentLogin","agentId":19,"phoneNb":"1000","since":1423839787,"queues":[8,14,170,4,1],"cause":""}

AgentReady

{"name":"AgentReady","agentId":19,"phoneNb":"1000","since":0,"queues":[8,14,170,4,1],"cause":"available"}

AgentOnPause

{"name":"AgentOnPause","agentId":19,"phoneNb":"1000","since":0,"queues":[8,14,170,4,1],"cause":"available"}

AgentOnWrapup

{"name":"AgentOnWrapup","agentId":19,"phoneNb":"1000","since":2,"queues":[8,14,170,4,1],"cause":"available"}

AgentRinging

{"name":"AgentRinging","agentId":19,"phoneNb":"1000","since":0,"queues":[8,14,170,4,1],"cause":"available"}

AgentDialing

{"name":"AgentDialing","agentId":19,"phoneNb":"1000","since":0,"queues":[8,14,170,4,1],"cause":"available"}

AgentOnCall

{"msgType":"AgentStateEvent","ctiMessage":
    {"name":"AgentOnCall","agentId":19,"phoneNb":"1000","since":0,"queues":[8,14,170,4,1],
        "cause":"available","acd":false,"direction":"Incoming","callType":"External","monitorState":"ACTIVE"}}

AgentLoggedOut

{"name":"AgentLoggedOut","agentId":19,"phoneNb":"1000","since":0,"queues":[8,14,170,4,1],"cause":"available"}

Agent Error¶

Cti.MessageType.AGENTERROR

Agent Directory¶

Cti.MessageType.AGENTDIRECTORY

Triggered by command Cti.getAgentDirectory

{"directory": [
    { "agent":
        {"context": "default", "firstName": "bj", "groupId": 1, "id": 8, "lastName": "agent", "number": "2000"},
        "agentState": {"agentId": 8, "cause": "", "name": "AgentReady", "phoneNb": "1001", "queues": [1, 2], "since": 2 }}]}

Agent Configuration¶

Cti.MessageType.AGENTCONFIG

Triggered when agent configuration changes

{"id":23,"firstName":"Jack","lastName":"Flash","number":"2501","context":"default"}

Agent List¶

Cti.MessageType.AGENTLIST

Receives agent configuration list in a javascript Array : Command Cti.getList(“agent”);

[
    {"id":24,"firstName":"John","lastName":"Waynes","number":"2601","context":"default","groupId":1},
    {"id":20,"firstName":"Maricé","lastName":"Saprïtchà","number":"2602","context":"default","groupId":1},
    {"id":147,"firstName":"Etienne","lastName":"Burgad","number":"30000","context":"default","groupId":1},
    {"id":148,"firstName":"Caroline","lastName":"HERONDE","number":"29000","context":"default","groupId":2},
    {"id":149,"firstName":"Eude","lastName":"GARTEL","number":"75000","context":"default","groupId":3},
    {"id":22,"firstName":"Alice","lastName":"Johnson","number":"2058","context":"default","groupId":5}
]

Agent Listen¶

AGENTLISTEN: “AgentListen”,

Receives agent listen stop / start event, received automatically if user is an agent, no needs to subscribe.

{"started":false,"phoneNumber":"1058","agentId":22}

Agent Group List¶

AGENTGROUPLIST : “AgentGroupList”

Agent group list triggered by command : Cti.getList(“agentgroup”)

[
    {"id":1,"name":"default"},
    {"id":2,"name":"boats"},
    {"id":3,"name":"broum"},
    {"id":4,"name":"bingba3nguh"},
    {"id":5,"name":"salesexpert"},
    {"id":6,"name":"a_very_long_group_name"}
]

Agent Statistics¶

Received on subscribe to agent statistics with method Cti.subscribeToAgentStats(), current statistics are received automatically on subscribe.

AGENTSTATISTICS : “AgentStatistics”

{"id":22,
    "statistics":[
        {"name":"AgentPausedTotalTime","value":0},
        {"name":"AgentWrapupTotalTime","value":0},
        {"name":"AgentReadyTotalTime","value":434},
        {"name":"LoginDateTime","value":"2015-04-27T08:15:01.081+02:00"},
        {"name":"LogoutDateTime","value":"2015-04-27T08:14:49.427+02:00"}
        ]
}

Call History¶

Cti.getUserCallHistory(size)¶

Get the call history of the logged in user, limited to the last size calls.

Cti.getAgentCallHistory(size)¶

Get the call history of the logged in agent, limited to the last size calls.

Cti.getQueueCallHistory(queue, size)¶

Get a call history for a queue or a set of queues. You may pass part of a queue name (not display name).

i.e. pass bl if you want to match queue name blue, black and blow

Associated Handler CALLHISTORY¶

Received when calling the above methods Cti.getAgentCallHistory(size) or Cti.getUserCallHistory(size) .

CALLHISTORY : “CallHistory”

{
     "start":"2014-01-01 08:00:00",
     "duration":"00:21:35",
     "srcNum":"0115878",
     "dstNum":"2547892",
     "status":"answered"
}

For queue calls status can be :

full - full queue

closed - closed queue

joinempty - call arrived on empty queue

leaveempty - exit when queue becomes empty

divert_ca_ratio -call redirected because the ratio waiting calls/agents was exceeded

divert_waittime - call redirected because estimated waiting time was exceeded;

answered - call answered

abandoned - call abandoned

timeout - maximum waiting time exceeded

For other calls

emitted

missed

ongoing

Callback Messages¶

Callback lists¶

Received when calling Callback.getCallbackLists().

CALLBACKLISTS : “CallbackLists”

{"uuid":"b0849ac0-4f4a-4ed0-9386-53ab2afd94b1",
 "name":"Liste de test",
 "queueId":1,
 "callbacks":[
   {"uuid":"a967da84-bc41-4bf4-a4fc-2bcc54e11606",
   "listUuid":"b0849ac0-4f4a-4ed0-9386-53ab2afd94b1",
   "phoneNumber":"0230210082",
   "mobilePhoneNumber":"0789654123",
   "firstName":"Alice",
   "lastName":"O'Neill",
   "company":"YourSociety",
   "description":null,
   "agentId":null,
   "dueDate": "2016-08-01",
   "preferredPeriod": {
      "default": false,
      "name": "Afternoon",
      "periodStart": "14:00:00",
      "periodEnd": "17:00:00",
      "uuid": "d3270038-e20e-498a-af71-3cf69b5cc792"
   }}
 ]}

Callback Taken¶

Received after taking a callback with Callback.takeCallback(uuid).

CALLBACKTAKEN : “CallbackTaken”

{"uuid":"a967da84-bc41-4bf4-a4fc-2bcc54e11606",
 "agentId":2}

Callback Started¶

Received after starting a callback with Callback.startCallback(uuid, phoneNumber).

CALLBACKSTARTED : “CallbackStarted”

{"requestUuid":"a967da84-bc41-4bf4-a4fc-2bcc54e11606",
 "ticketUuid":"8e82de0f-847a-4606-97bf-bef5a18ea8b0"}

Callback Clotured¶

Received after giving to a callback a status different of Callback.

CALLBACKCLOTURED : “CallbackClotured”

{"uuid":"a967da84-bc41-4bf4-a4fc-2bcc54e11606"}

Callback Released¶

Received after releasing a callback with Callback.releaseCallback(uuid).

CALLBACKRELEASED : “CallbackReleased”

{"uuid":"a967da84-bc41-4bf4-a4fc-2bcc54e11606"}

Callback Updated¶

Received when calling Callback.updateCallbackTicket(uuid, status, description, dueDate, periodUuid) with a new due date or period.

CALLBACKREQUESTUPDATED : “CallbackRequestUpdated”

{"request":{
   "uuid":"a967da84-bc41-4bf4-a4fc-2bcc54e11606",
   "listUuid":"b0849ac0-4f4a-4ed0-9386-53ab2afd94b1",
   "phoneNumber":"0230210082",
   "mobilePhoneNumber":"0789654123",
   "firstName":"Alice",
   "lastName":"O'Neill",
   "company":"YourSociety",
   "description":null,
   "agentId":null,
   "dueDate": "2016-08-01",
   "preferredPeriod": {
      "default": false,
      "name": "Afternoon",
      "periodStart": "14:00:00",
      "periodEnd": "17:00:00",
      "uuid": "d3270038-e20e-498a-af71-3cf69b5cc792"
   }
}}

Membership Messages¶

User default membership¶

Received when calling Membership.getUserDefaultMembership(userId).

USERQUEUEDEFAULTMEMBERSHIP: “UserQueueDefaultMembership”

{
  "userId":186,
  "membership": [
    {"queueId":8,"penalty":1},
    {"queueId":17,"penalty":0},
    {"queueId":18,"penalty":0},
    {"queueId":23,"penalty":0}
  ]
}

Agent Methods¶

Cti.loginAgent(agentPhoneNumber, agentId)¶

Log an agent

Cti.logoutAgent(agentId)¶

Un log an agent

Cti.pauseAgent(agentId)¶

Change agent state to pause

Cti.unpauseAgent(agentId)¶

Change agent state to ready

Cti.listenAgent(agentId)¶

Listen to an agent

Methods¶

Cti.changeUserStatus()¶

Update user status using a cti server configured status name

Cti.dnd(state)¶

Set or unset do not disturb, state true or false

Cti.setData(variables)¶

Attach data to the device current calls. When there is a call connected to a device, Data can be attached by passing key values as a json object Cti.setData(“{‘var1’:’val1’,’USR_var2’:’val2’}”);

The folowing json message is then sent to the server :

{"claz":"web","command":"setData","variables":{"var1":"val1","USR_var2":"val2"}}

When the call is transfered i.e. (Cti.directTransfer(destination)), data is sent in the event ringing see Phone Events, and in subsequent events. Data is not propagated in the reporting database.

{"eventType":"EventRinging","DN":"1000","otherDN":"0427466347","linkedId":"1469709757.74","uniqueId":"1469709960.78","queueName":"bluesky",
   "userData":{    "XIVO_CONTEXT":"from-extern",
                   "XIVO_USERID":"1",
                   "USR_var1":"val1",
                   "USR_var2":"val2",
                   "XIVO_EXTENPATTERN":"_012305XXXX",
                   "XIVO_SRCNUM":"0427466347",
                   "XIVO_DST_FIRSTNAME":"Brucé",
                   "XIVO_DSTNUM":"0123053012","XIVO_DST_LASTNAME":"Wail"}}

Note that USR_ prefix is added to the key, if the key does not start with it. Only attached data beginning with USR_ are sent back to the client API.

Warning

When transfering a call, these variables are attached to the new channel however to prevent propagation on all trunk channels, your trunk name must contain ‘trunk’ so they can be distinguished from sip devices.

Cti.dial(destination, variables)¶

Place a call to destination with the provided variables. Variables must take the following form:

{
    var1: "value 1",
    var2: "value 2"
}

USR_var1 and USR_var2 will be attached to the call and propagated to Phone Events

Cti.dialFromMobile(destination, variables)¶

Place a call from logged user’s mobile number to destination with the provided variables. Variables must take the following form:

{
    var1: "value 1",
    var2: "value 2"
}

USR_var1 and USR_var2 will be attached to the call and propagated to Phone Events

Cti.dialFromQueue(destination, queueId, callerId, variables)¶

Creates outgoing call to destination from some free Agent attached to queueId. Caller id on both sides is set to callerId.

Variables must take the following form:

{
    var1: "value 1",
    var2: "value 2"
}

USR_var1 and USR_var2 will be attached to the call and propagated to Phone Events

Limitations: Queue No Answer settings does not work - see No Answer. Except: when there is no free Agent to queue (none attached, all Agents on pause or busy), then No answer settings work (but Fail does not).

Note

Line should be configured with enabled “Ring instead of On-Hold Music” enabled (on “Application: tab in queue configuration - see Queues). Otherwise the queue will answers the call and the destination rings even if there are no agents available.

Cti.originate(destination)¶

Originate a call

Cti.hangup()¶

Hangup a call

Cti.answer()¶

Answer a call

Cti.hold()¶

Put current call on hold

Cti.directTransfer(destination)¶

Tranfert to destination

Cti.attendedTransfer(destination)¶

Start a transfer to a destination

Cti.completeTransfer()¶

Complete previously started transfer

Cti.cancelTransfer()¶

Cancel a transfer

Cti.conference()¶

Start a conference using phone set capabilities

Cti.monitorPause(agentId)¶

Pause call recording

Note

You can only pause the recording of a call answered by an agent (i.e. a call sent via a Queue towards an Agent).

Cti.monitorUnpause(agentId)¶

Unpause call recording

Note

You can only pause the recording of a call answered by an agent (i.e. a call sent via a Queue towards an Agent).

Cti.getList(objectType)¶

Request a list of configuration objects, objectType can be :

queue
agent
queuemember

Triggers handlers QUEUELIST, AGENTLIST, QUEUEMEMBERLIST. Subscribes to configuration modification changes, handlers QUEUECONFIG, AGENTCONFIG, QUEUEMEMBER can also be called

Cti.getCurrentCallsPhoneEvents()¶

Request PhoneEvents for current device calls. See Phone Events for answer description.

Cti.setAgentQueue(agentId, queueId, penalty)¶

agentId (Integer) : id of agent, returned in message Agent Configuration
queueId (Integer) : id of queue, returned in message Queue Configuration
penaly (Integer) : positive integer

If agent is not associated to the queue, associates it, otherwise changes the penalty

On success triggers a Queue Member event, does not send anything in case of failure :

{"agentId":<agentId>,"queueId":<queueId>,"penalty":<penalty>}

Cti.removeAgentFromQueue(agentId, queueId)¶

agentId (Integer) : id of agent, returned in message Agent Configuration
queueId (Integer) : id of queue, returned in message Queue Configuration

On success triggers a queue member event with penalty equals to -1, does not send anything in case of failure :

{"agentId":<agentId>,"queueId":<queueId>,"penalty":-1}

Cti.subscribeToAgentStats()¶

Subscribe to agent statistics notification. When called all current statistics are receive, and a notification is received for each updates. Both initial values and updates are transmitted by the Agent Statistics messages.

Cti.subscribeToQueueStats()¶

This command subscribes to the queue statistics notifications. First, all actual statistics values are sent for initialisation and then a notification is sent on each update. Both initial values and updates are transmitted by the QUEUESTATISTICS messages.

Cti.naFwd(destination,state)¶

Forward on non answer

Cti.uncFwd(destination,state)¶

Unconditionnal forward

Cti.busyFwd(destination,state)¶

Forward on busy

Callback Commands¶

Callback.getCallbackLists()¶

Retrieve the lists of callbacks with teir associated callback requests, and subscribe to callback events.

Callback.takeCallback(uuid)¶

Take the callback with the given uuid with the logged-in agent.

Callback.releaseCallback(uuid)¶

Release the callback which was previously taken

Callback.startCallback(uuid, phoneNumber)¶

Launch the previously taken callback with the provided phone number.

Callback.updateCallbackTicket(uuid, status, description, dueDate, periodUuid)¶

Update a callback ticket wih the provided description and status. Allowaed values for status are:

NoAnswer
Answered
Fax
Callback

dueDate is an optional parameter specifying the new due date using ISO format (“YYYY-MM-DD”).

periodUuid is an optional parameter specifying the new preferred period for the callback.

Membership Commands¶

Membership.init(cti)¶

Initialize the Membership library using the given Cti object.

Membership.getUserDefaultMembership(userId)¶

Request the default membership for the given user id. Warning, the userId is not the same as the agentId.

Membership.setUserDefaultMembership(userId, membership)¶

Set the default membership for the given user id. Warning, the userId is not the same as the agentId. ‘membership’ should be an array of Queue membership like:

[
  {"queueId":8,"penalty":1},
  {"queueId":17,"penalty":0},
  {"queueId":18,"penalty":0},
  {"queueId":23,"penalty":0}
]

Membership.setUsersDefaultMembership(userIds, membership)¶

Set the default membership for the given array of user id. Warning, the userId is not the same as the agentId. ‘userIds’ should be an array of user id like :

[1, 2, 3]

‘membership’ should be an array of Queue membership like:

[
  {"queueId":8,"penalty":1},
  {"queueId":17,"penalty":0},
  {"queueId":18,"penalty":0},
  {"queueId":23,"penalty":0}
]

Membership.applyUsersDefaultMembership(userIds)¶

Apply the existing default configuration to a set of users. Warning, the userId is not the same as the agentId. ‘usersIds’ should be an array of userId like:

::: [1, 2, 7, 9]

webRTC integration¶

Methods¶

Once the cti login done, you can init the webRTC component by calling the xc_webrtc.init method.

xc_webrtc.init(name, ssl, websocketPort, remoteAudio, ip)¶

Init the webRTC connection and register the user’s line.

name - user’s login to get the line details,
ssl - if set to true the wss is used,
websocketPort, ip - port and address for the webRTC websocket connection, when ip is not passed the xivo ip is used,
remoteAudio - id of the HTML5 audio element for remote audio player, if not passed ‘audio_remote’ is used. The element should look like:

<audio id="audio_remote" autoplay="autoplay"></audio>

xc_webrtc.dial(destination)¶

Start a webRTC call.

xc_webrtc.answer()¶

Answer an incoming webRTC call.

Note

The library accepts as an optional parameter the session id, but these ids are not currently reported in events. This parameter is currently reserved for internal use.

xc_webrtc.hold()¶

Toggle hold on a webrtc call.

Note

The library accepts as an optional parameter the session id, but these ids are not currently reported in events. This parameter is currently reserved for internal use.

xc_webrtc.dtmf(key)¶

Send a DTMF.

xc_webrt.attendedTransfer(destination)¶

Start an attendedTransfer to the destination. This method designed to work with the AMI based transfer implemented by the XUC server, so it first puts current calls on hold and then starts a new call in an auto-answer mode.

xc_webrtc.compeleteTransfer()¶

Complete an attended transfer. It’s a simple wrapper of the Cti method introduced to complete the API of the xc_webrtc library.

xc_webrtc.setHandler(eventName, handler)¶

Set a handler for eventName from xc_webrtc.MessageType.

xc_webrtc.disableICE()¶

Disable ICE server use, only LAN addresses will be used in the SDP.

xc_webrtc.setIceUrls(urls)¶

Set a list of STUN/TURN servers, for example:

[{ url: 'stun:stun.l.google.com:19302'}, { url:'turn:turn.server.org’, username: ‘user’, credential:'myPassword'}]

Events¶

There are for groups of events:

general,
register,
incoming,
outgoing.

List of associated events is defined in the xc_webrtc.General, xc_webrtc.Registration, xc_webrtc.Incoming, xc_webrtc.Outgoing. See the xc_webrtc.js on https://gitlab.com/xivo.solutions/xucserver/blob/master/app/assets/javascripts/xc_webrtc.js. The error state events contains a description in the reason field. Call establishment event contains caller or callee detail. Use the sample page to see some examples.

Security considerations¶

Defining a user profile in the ConfigMGT impact the behavior of this api.

No Profile¶

If no profile is found, the behavior falls back on the Admin Profile behavior.

Admin Profile¶

An admin profile will be allowed to receive all events and send all commands.

Supervisor Profile¶

A supervisor profile has the some properties impacting the events he can receive:

A list of queue which will filter the following events based on the queues in this list (send event only for queues defined in the list):
- QueueList
- QueueMemberList
- QueueStatistics
A list of groups which will filter the following events based on the groups in this list (send event only if matching agent group is in the list):
- AgentStateEvent
- AgentStatistics
- AgentGroupList
- AgentList

Rest API¶

General form¶

http://localhost:$xucport/xuc/api/1.0/$method/$domain/$username/

withHeaders((“Content-Type”, “application/json”))

$xucport : Xuc port number (default 8090)

$method : See available methods below

$domain : Represents a connection site, can be anything

$username : XiVO client user username

Events¶

Xuc post JSON formated events on URL eventUrl = "http://localhost:8090/xivo/1.0/event/avencall.com/dropbox/" configured in /usr/share/xuc/application.conf

Phone Event Notification¶

Related to a username, phone event is in message payload same structure as javascript Phone Events

{
  "username":"alicej",
  "message":{
     "msgType":"PhoneEvent",
     "ctiMessage":{"eventType":"EventDialing","DN":"1058","otherDN":"3000","linkedId":"1447670380.34","uniqueId":"1447670380.34","userData":{"XIVO_USERID":"9"}}}}

Obtain authentication token¶

POST http://localhost:$xucport/xuc/api/2.0/auth/login

curl -XPOST -d '{"login": "<login>", "password": "<password>"}' -H "Content-Type: application/json"  http://localhost:8090/xuc/api/2.0/auth/login

Will retrieve an object

{login: "<login>", token: "<token>"}

or an error

{error:"<error_code>", message:"<error_message>"}

where error_code is one of:

UserNotFound
InvalidPassword
InvalidJson
UnhandledError

This token can then be used with the CTI Authentication and Check authentication token.

Obtain authentication token (SSO/Kerberos)¶

GET http://localhost:$xucport/xuc/api/2.0/auth/sso

curl -XGET http://localhost:8090/xuc/api/2.0/auth/sso

Will retrieve an object

{login: "<login>", token: "<token>"}

or an error

{error:"<error_code>", message:"<error_message>"}

where error_code is one of:

UserNotFound
SsoAuthenticationFailed
UnhandledError

This token can then be used with the CTI Authentication and Check authentication token.

Check authentication token¶

You can check the validity of a token using the following web service with an Authorization header set to ‘Bearer <token>’

GET http://localhost:$xucport/xuc/api/2.0/auth/check

curl -X GET -H "Authorization: Bearer eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJsb2dpbiI6InZtYWNoaW4iLCJleHBpcmVzIjoxNDg5OTk4Mzg2fQ.R6bzc5fBRs74l7ZBdLVjSIbNx3j3e07mV6mAX4_sklI" "http://localhost:8090/xuc/api/2.0/auth/check"

Will retrieve an object with a refreshed token

{login: "<login>", token: "<token>"}

or an error

{error:"<error_code>", message:"<error_message>"}

where error_code is one of:

InvalidToken
InvalidJson
BearerNotFound
AuthorizationHeaderNotFound
TokenExpired
UnhandledError

Connection¶

POST http://localhost:$xucport/xuc/api/1.0/connect/$domain/$username/

{"password" : "password"}

 curl -XPOST -d '{"password":"<password>"}' -H "Content-Type: application/json"  http://localhost:8090/xuc/api/1.0/connect/avencall.com/<username>/

DND¶

POST http://localhost:$xucport/xuc/api/1.0/dnd/$domain/$username/

{"state" : [false|true]}

curl -XPOST -d '{"state":false}' -H "Content-Type: application/json"  http://localhost:8090/xuc/api/1.0/dnd/avencall.com/<username>/

Dial¶

POST http://localhost:$xucport/xuc/api/1.0/dial/$domain/$username/

{"number" : "1101"}

curl -XPOST -d '{"number":"<number>"}' -H "Content-Type: application/json"  http://localhost:8090/xuc/api/1.0/dial/avencall.com/<username>/

DialByUsername¶

POST http://localhost:$xucport/xuc/api/1.0/dialByUsername/$domain/$username/

{"username" : "john"}

curl -XPOST -d ‘{“username”:”<username>”}’ -H “Content-Type: application/json” http://localhost:8090/xuc/api/1.0/dialByUsername/avencall.com/<username>/

DialFromQueue¶

POST http://localhost:$xucport/xuc/api/1.0/dialFromQueue/$domain/$username/

{"destination":"1002","queueId":5,"callerIdName":"Thomas","callerIdNumber":"999999","variables":{"foo":"bar"}}

curl -XPOST -d '{"destination":"1002","queueId":5,"callerIdName":"Thomas","callerIdNumber":"999999","variables":{"foo":"bar"}}' -H "Content-Type: application/json"  http://localhost:8090/xuc/api/1.0/dialFromQueue/avencall.com/<username>/

Limitations: Queue No Answer settings does not work - see No Answer. Except: when there is no free Agent to queue (none attached, all Agents on pause or busy), then No answer settings work (but Fail does not).

Note

Line should be configured with enabled “Ring instead of On-Hold Music” enabled (on “Application: tab in queue configuration - see Queues). Otherwise the queue will answers the call and the destination rings even if there are no agents available.

Phone number sanitization¶

Dial command automatically applies filters to the phone number provided to make it valid for Xivo. Especially, it removes invalid characters and handles properly different notations of international country code.

Some countries don’t follow the international standard and actually keep the leading zero after the country code (e.g. Italy). Because of this, if the zero isn’t surrounded by parenthesis, the filter keeps it [1].

[1]	See Redmine ticket #150

Forward¶

All forward commands use the above payload

{"state" : [true|false],
  "destination" : "1102")

Unconditionnal¶

POST http://localhost:$xucport/xuc/api/1.0/uncForward/$domain/$username/

curl -XPOST -d '{"state":true,"destination":"<destnb>"}' -H "Content-Type: application/json"  http://localhost:8090/xuc/api/1.0/uncForward/avencall.com/<username>/

On No Answer¶

POST http://localhost:$xucport/xuc/api/1.0/naForward/$domain/$username/

curl -XPOST -d '{"state":true,"destination":"<destnb>"}' -H "Content-Type: application/json"  http://localhost:8090/xuc/api/1.0/naForward/avencall.com/<username>/

On Busy¶

POST http://localhost:$xucport/xuc/api/1.0/busyForward/$domain/$username/

curl -XPOST -d '{"state":true,"destination":"<destnb>"}' -H "Content-Type: application/json"  http://localhost:8090/xuc/api/1.0/busyForward/avencall.com/<username>/

Handshake¶

Will repost all events on the configured URL

POST http://localhost:$xucport/xuc/api/1.0/handshake/$domain/

AgentLogout¶

Logout un agent

POST http://$xuchost:$xucport/xuc/api/1.0/agentLogout/

curl -XPOST -d '{"phoneNumber":"<phoneNumber>"}' -H "Content-Type: application/json"  http://localhost:8090/xuc/api/1.0/agentLogout/

TogglePause¶

Change state of an agent, pause if ready, ready if on pause or on wrapup

POST http://$xuchost:$xucport/xuc/api/1.0/togglePause/

curl -XPOST -d '{"phoneNumber":"<phoneNumber>"}' -H "Content-Type: application/json"  http://localhost:8090/xuc/api/1.0/togglePause/

Real Time Statistics¶

Exposed by xuc¶

Queue statistics¶

These real time statistics are calculated nearly in real time from the queue_log table Statistic are reset to 0 at midnight (24h00) can be changed by configuration

Real time calculated Queue statistic¶

name	Description
TotalNumberCallsEntered	Total number of calls entered in a queue
TotalNumberCallsAbandonned	Total number of calls abandoned in a queue (not answered)
TotalNumberCallsAbandonnedAfter15	Total number of calls abandoned after 15 seconds
TotalNumberCallsAnswered	Total number of calls answered
TotalNumberCallsAnsweredBefore15	Total number of calls answered before 15 seconds
PercentageAnsweredBefore15	Percentage of calls answered before 15 seconds over total number of calls entered
PercentageAbandonnedAfter15	Percentage of calls abandoned after 15 seconds over total number of calls entered
TotalNumberCallsClosed	Total number or calls received when queue is closed
TotalNumberCallsTimeout	Total number or calls diverted on queue timeout

All queue statistics counters (except percentage) are also available for the sliding last hour by adding LastHour to the name .i.e. TotalNumberCallsAbandonnedLastHour.

For percentage, there is no historical value (LastHour). If you need historical percentage, you should compute it using the historical total numbers.

Additional Thresholds¶

You can configure xuc to add statistics for thresholds other than 15 seconds. In this case the xuc server will automatically publish TotalNumberCallsAbandonnedAfterXX, TotalNumberCallsAnsweredBeforeXX, PercentageAnsweredBeforeXX, PercentageAbandonnedAfterXX. XX will be replace by all the defined thresholds values.

Configuration¶

You need to include in the compose.yml file a link to a specific configuration file by adding in xuc section a specific volume and an environment variable to specify the alternate config file location

xuc:

....

environment:
....
- CONFIG_FILE=/conf/xuc.conf

volumes:
- /etc/docker/xuc:/conf

Edit in /etc/docker/xuc/ a configuration file named xuc.conf to add new thresholds configuration (empty by default)

 include "application.conf"

 xucstats {
  queues {
    statTresholdsInSec = [10,30] # 15 sec treshold is automatically added
  }
}

Recreate and restart the container : xivocc-dcomp up -d xuc

Note

In this example, xuc will publish counters for 10, 15 and 30 seconds periods.

Other queue statistics¶

Other queue statistics are calculated by xivo cti server

AvailableAgents
TalkingAgents
LongestWaitTime
WaitingCalls
EWT

Definition in xivo documentation xivo documentation

Calculated Agent statistics¶

name	Description
PausedTime	Total time agent in pause
WrapupTime	Total time agent in wraup
ReadyTime	Total time agent ready
InbCalls	Total number of inbound calls received internal and external
InbAcdCalls	Total number of inbound ACD calls received internal and external
InbCallTime	Total time for inbound calls received internal and external
InbAcdCallTime	Total time for inbound ACD calls received internal and external
InbAcdCallTime	Total time for inbound ACD calls received internal and external
InbAnsCalls	Answered inbound calls received internal and external
InbAnsAcdCalls	Answered inbound ACD calls received internal and external
InbUnansCalls	Unanswered inbound calls received internal and external
InbUnansAcdCalls	Unanswered inbound ACD calls received internal and external
InbPercUnansCalls	Percentage of unanswered inbound calls received internal and external
InbPercUnansAcdCalls	Percentage of unanswered inbound ACD calls received internal and external
InbAverCallTime	Average time for inbound calls received internal and external
InbAverAcdCallTime	Average time for inbound ACD calls received internal and external
OutCalls	Total number of outbound calls received internal and external
LoginDateTime	Last login date time
LogoutDateTime	Last logout date time

Terms:

inbound ACD calls: all calls received by an agent via ACD.
inbound calls: all calls received by an agent, internal, external or ACD calls.
oubound calls: all calls dialed by an agent, internal or external calls.

Agent statistics are calculated internaly on a daily basis and reset to 0 at midnight (default configuration). see javascript api

If some status are configured in xivo cti server with activate pause to all queue = true, additionnal statistics computing the total time in not ready with this status are calculated. This statistics name is equal to the presence name configuration in XiVO.

Technical structure of XiVO-CC¶

Reporting¶

The reporting is composed of four packages: pack-reporting, xivo-full-stats, xivo-reporting-db and xivo-db replication.

These packages will feed the tables of the xivo_stats database:

xivo-db-replication feeds the tables cel and queue_log in real time, and the configuration tables (dialaction, linefeatures, etc…) every 5 minutes
xivo-full-stats feeds in real time tha tables call_on_queue, call_data, stat_queue_periodic, stat_agent_periodic and agent_position
xivo-reporting-db and pack-reporting work together to feed the tables stat_queue_specific, stat_agent_queue_specific and stat_agent_specific every 15 minutes

Third Party Integration¶

Third party web application integration is possible inside the XucMgt Agent application. Upon each call, you can display a custom panel next to the agent interface:

Workflow¶

When a call is ringing on the agent phone, the Application will call the external web service (see Configuration below). The web service response will dictate the behaviour of the integration. For example, if the speficied action is to open the application when the call is hung up, a new panel will be created and opened inside the agent interface, showing the content specified by the web service response. (see Web Service API for available options).

When the work is complete in the integrated application, the application must post a message to terminate the third party application pane inside the agent application (see Completion).

Configuration¶

You need to specify the third party application web service url to integrate this application inside the XucMgt Agent interface. This can be done by giving a value to the THIRD_PARTY_URL environment variable in the /etc/docker/compose/custom.env file

...
THIRD_PARTY_URL=http://some.url.com/ws/endpoint

The speficied URL must be accessible from the client browser (i.e. the end user of the Agent application). The call wil be made from his browser.

Web Service API¶

The Web Service url specified in the :Configuration must conforms to the following behaviour.

The service will receive a POST request with a payload as application/json, for example:

{
    "user":{
        "userId":4,
        "agentId":1,
        "firstName":"James",
        "lastName":"Bond",
        "fullName":"James Bond"
    },
    "callee":"1000",
    "caller":"1001",
    "queue":{
        "id":2,
        "name":"trucks",
        "displayName":"Trucks",
        "number":"3001"
    },
    "userData":{
        "XIVO_CONTEXT":"default",
        "XIVO_USERID":"2",
        "XIVO_SRCNUM":"1001",
        "XIVO_DSTNUM":"3001"
    }
}

user contains the connected user information
callee contains the number called
queue queue properties
userData call data presented by Xivo

The Web service must answer with an application/json content. For example:

{
    "action":"open",
    "event":"EventReleased",
    "url":"/thirdparty/open/6bd37819-b4a6-43d3-8fa3-6eb6489bb705",
    "autopause":true,
    "title":"Third Party Sample"
}

or:

{
    "action":"none"
}

action is one of "open" or "none"
event is one of "EventRinging", "EventEstablished", "EventReleased". The third party application will be opened when one the specified event occurs
url should be the url to open inside the application. This url should point to a valid web application that can be specific for each call.
autopause if set to true, the agent will be put on pause when the application pane is opened and back to ready when the application is completed.
title will set the title of the tabs that will be opened.

Warning, when the XucMgt application and the integrated application are on different server, domain, url,… (which should be common case), You may get CORS errors. To workaround this issue, you should implement the OPTIONS request on your web service. This method will be called by the browser before issuing the POST request to ensure the target web server allows calls from the original application. You application must set at least the following headers in order to overcome the CORS errors:

Access-Control-Allow-Origin: * or the domain hosting the XucMgt application
Access-Control-Allow-Methods: POST, OPTIONS (at least)
Access-Control-Allow-Headers: Origin, X-Requested-With, Content-Type, Accept (at least)

Completion¶

Once the work is complete inside the third party application, it should post a completion message (closeThirdParty) to the application using the Web Messaging API.

For example, here is how to define a close method in javascript to send the message to the hosting application and bind it to a simple button:

(function () {
      function close() {
          parent.window.postMessage("closeThirdParty", "*");
      }

      document.getElementById("close").addEventListener("click", close, false);
})();

Recording server REST Api¶

This section describes the Recording server API.

In the following, all url are relative to the recording server base url and port. For example a relative URL /records/search is meant to be replaced by http://192.168.29.101:9400/records/search assuming the recording server is available on port 9400 at 192.168.29.101

Authentication¶

To use the recording api you need to add an additional header in the HTTP Request. The header name is X-Auth-Token and its value must be the same as the authentication.token value in the application.conf of the recording server.

Example:

curl -XPOST -H "Content-Type: application/json" -H "Accept: application/json"
         -H 'X-Auth-Token: u@pf#41[gYHJm<]9N[a0iWDQQ7`e9k'  http://192.168.29.101:9400/records/search?pageSize=3  -d '{"agent": "1573"}'

Records¶

Search¶

This api allows to search for recorded calls in the database using criteria.

Description:

URL:

/records/search

Method:

POST

Url parameters:

page:	The page number to return, counting from 1
pageSize:	The number of elements per page

Request body:

Json object with field & value pair.

Allowed field names:

agent:	The agent number to filter on
queue:	The queue number to filter on
start:	Return only calls starting or ending after the given value
end:	Return only calls starting before the given value
callee:	Return only calls with the given destination number
caller:	Return only calls with the give source number
direction:	Filter calls based on the call direction, one of `incoming`, `outgoing` or `all`
key:	filter based on the given key name in the attached data along with the value of the `value` field
value:	value of the key defined in the `key` field

Example

Query:

curl -XPOST -H "Content-Type: application/json" -H "Accept: application/json"
          -H 'X-Auth-Token: u@pf#41[gYHJm<]9N[a0iWDQQ7`e9k'  http://192.168.29.101:9400/records/search?pageSize=3  -d '{"agent": "1573"}'

Response:

{
    "hasNext": true,
    "records": [
        {
            "agent": "Joe Dalton (1573)",
            "attached_data": {
                "recording": "xivocc_gateway-1459433866.13971"
            },
            "dst_num": "73555",
            "duration": "00:00:20",
            "id": "xivocc_gateway-1459433866.13971",
            "queue": "oneforone (3555)",
            "src_num": "loadtester",
            "start": "2016-03-31 16:17:46",
            "status": "answered"
        },
        {
            "agent": "Joe Dalton (1573)",
            "attached_data": {
                "recording": "xivocc_gateway-1459433330.13665"
            },
            "dst_num": "73555",
            "duration": "00:01:01",
            "id": "xivocc_gateway-1459433330.13665",
            "queue": "oneforone (3555)",
            "src_num": "loadtester",
            "start": "2016-03-31 16:08:51",
            "status": "answered"
        }
    ]
}

Search by call id¶

This api allows to search for a recorded call based on call id.

Description:

URL:

/records/callid_search

Method:

POST

Url parameters:

callid:	The call id to retrieve

Example Query:

curl -XPOST -H "Accept: application/json"
          -H 'X-Auth-Token: u@pf#41[gYHJm<]9N[a0iWDQQ7`e9k'  http://192.168.29.101:9400/records/callid_search?callid=1459435466.286075

Response:

{
    "hasNext": false,
    "records": [
        {
            "agent": "Dino Falconetti (1564)",
            "attached_data": {
                "recording": "xivocc_gateway-1459435465.15089"
            },
            "dst_num": "73556",
            "duration": "",
            "id": "xivocc_gateway-1459435465.15089",
            "queue": "hotline (3556)",
            "src_num": "loadtester",
            "start": "2016-03-31 16:44:26",
            "status": "answered"
        }
    ]
}

Retrieve audio file¶

This api allows to retrieve an audio file of a give call.

Description:

URL:

/records/records/<file-id>/audio

Method:

GET

Url parameters:

file-ud:	The file to retrieve

Example:

curl -XGET -H "Accept: application/json" -H 'X-Auth-Token: u@pf#41[gYHJm<]9N[a0iWDQQ7`e9k'
          http://192.168.29.101:9400/records/xivocc_gateway-1459435465.15089/audio

Attach call data¶

This api allows to attach data to a given call

Description:

URL:

/call_data/<call-data-id>/attached_data

Method:

POST

Url parameters:

call-data-id:	The id of the call-data, not to be confused by the call id or unique id.

Request Body:

An array of key value

Example:

curl -XPOST -H "Content-Type: application/json" -H "Accept: application/json" -H 'X-Auth-Token: u@pf#41[gYHJm<]9N[a0iWDQQ7`e9k'
          http://192.168.29.101:9400/call_data/761054/attached_data  -d '[{"key":"color", "value": "green"}]'

History¶

Search¶

This api gives the call history of a given interface.

Description:

URL:

/history

Method:

POST

Url parameters:

size:	The maximum number of result to return

Request Body:

A json object with a field named interface containing the interface to search for.

Example Query:

curl -XPOST -H "Content-Type: application/json" -H "Accept: application/json" -H 'X-Auth-Token: u@pf#41[gYHJm<]9N[a0iWDQQ7`e9k' http://localhost:9400/history  -d '{"interface":"SIP/az9kf7"}'

Response:

[
 {
  "start": "2017-01-27 15:37:54",
  "duration": "00:00:18",
  "src_num": "1001",
  "dst_num": "3000",
  "status": "emitted",
  "src_firstname": "Poste",
  "src_lastname": "Poste 1001",
  "dst_firstname": null,
  "dst_lastname": "Cars"
 }
]

Search by customer¶

This api helps to find call history of a customer thanks to a list of predefined filters.

Description:

URL:	`/history/customer`
Method:	`POST`
Request Body:	A json object with filters (optional) named `filters` containing the customer to search for and `size` to limit the results returned.
Response:	`total` the number of call received by this customer, `list` the call details reduced to the `size` set in query.

A filter is composed of a field as key (basically column name), an operator (=, <, >) and a value.

Allowed filter field:

src_num:	The customer phone number
key:	Call Attached data key
value:	Call Attached data value

Example Query:

curl -XPOST -H "Content-Type: application/json" -H "Accept: application/json" -H 'X-Auth-Token: u@pf#41[gYHJm<]9N[a0iWDQQ7`e9k'
      http://localhost:9400/history/customer -d '{"filters": [{"field":"src_num", "operator": "=", "value": "1456"}], "size":2}'

Response:

{
  "total":11,
  "list":[
    {"start":"2017-06-13 17:32:45","duration":"00:00:08",
    "wait_time":"00:00:06","agent_name":"Brucé Waill",
    "agent_num":"2500","queue_name":"Bl Record",
    "queue_num":"3012","status":"answered"},
    {"start":"2017-06-13 17:26:54","duration":"00:00:06",
    "wait_time":"00:00:05","agent_name":"Brucé Waill",
    "agent_num":"2500","queue_name":"Blue Ocean",
    "queue_num":"3000","status":"answered"
    }
  ]
}

Last agent for number¶

This api retrieves the last agent id who answered a given caller number.

Description:

URL:

/last_agent

Method:

GET

Url parameters:

callerNo:	The calling number
since:	The number of days to search in the history

Example Query:

curl -XGET -H "Content-Type: application/json" -H "Accept: application/json" -H 'X-Auth-Token: u@pf#41[gYHJm<]9N[a0iWDQQ7`e9k' 'http://localhost:9400/last_agent?callerNo=1002&since=100'

Response:

{"agentNumber":"2000"}

XiVO REST API¶

The XiVO REST APIs are the privileged way to programmatically interact with XiVO.

Reference¶

xivo-agentd REST API¶

You can view the API documentation at http://<youxivo>.api.

Changelog¶

15.19¶

Token authentication is now required for all routes, i.e. it is not possible to interact with xivo-agentd without a xivo-auth authentication token.

15.18¶

xivo-agentd now uses HTTPS instead of HTTP.

15.15¶

The resources returning agent statuses, i.e.:
- GET /agents
- GET /agents/by-id/{agent_id}
- GET /agents/by-number/{agent_number}
are now returning an additional argument named “state_interface”, which is “the interface (e.g. SIP/alice) that is used to determine if an agent is in use or not”.

xivo-confd REST API¶

Note

REST API 1.1 for confd is currently evolving. New features and small fixes are regularly being added over time. We invite the reader to periodically check the changelog for an update on new features and changes.

xivo-confd REST API changelog¶

16.06¶

A new API for initializing a XiVO (passing the wizard):
- GET /1.1/wizard
- POST /1.1/wizard
- GET /1.1/wizard/discover
A new API for associating a user with an entity has been added:
- GET /1.1/users/<user_id>/entities
- PUT /1.1/users/<user_id>/entities/<entity_id>

16.05¶

A new API for associating a user with a call permission has been added:
- GET /1.1/users/<user_id>/callpermissions
- PUT /1.1/users/<user_id>/callpermissions/<call_permission_id>
- DELETE /1.1/users/<user_id>/callpermissions/<call_permission_id>
- GET /1.1/callpermissions/<call_permission_id>/users
Two new parameters have been added to the users resource:
- call_permission_password
- enabled
A new API for user’s forwards has been added:
- PUT /1.1/users/<user_id>/forwards
SIP endpoint: allow and disallow options are not split into multiple options anymore.
SCCP endpoint: allow and disallow options are not split into multiple options anymore.

16.04¶

The summary view has been added to /users (GET /users?view=summary)
A new API for user’s services has been added:
- GET /1.1/users/<user_id>/services
- GET /1.1/users/<user_id>/services/<service_name>
- PUT /1.1/users/<user_id>/services/<service_name>
A new API for user’s forwards has been added:
- GET /1.1/users/<user_id>/forwards
- GET /1.1/users/<user_id>/forwards/<forward_name>
- PUT /1.1/users/<user_id>/forwards/<forward_name>
GET /1.1/users/export now requires the following header for CSV output:
```
Accept: text/csv; charset=utf-8
```
Added call permissions endpoints:
- GET /1.1/callpermissions
- POST /1.1/callpermissions
- GET /1.1/callpermissions/<callpermission_id>
- PUT /1.1/callpermissions/<callpermission_id>
- DELETE /1.1/callpermissions/<callpermission_id>

16.03¶

Added switchboard endpoints:
- GET /1.1/switchboards
- GET /1.1/switchboards/<switchboard_id>/stats
A new API for associating a line with a device has been added:
- PUT /1.1/lines/<line_id>/devices/<device_id>
- DELETE /1.1/lines/<line_id>/devices/<device_id>
The following URLs have been deleted. Please use the new API instead:
- GET /1.1/devices/<device_id>/associate_line/<line_id>
- GET /1.1/devices/<device_id>/dissociate_line/<line_id>

16.02¶

Added users endpoints in REST API:
- GET /1.1/users/<user_uuid>/lines/main/associated/endpoints/sip

16.01¶

The SIP API has been improved. options now accepts any extra parameter. However, due to certain database limitations, parameters that appear in Supported parameters on SIP endpoints may only appear once in the list. This limitation will be removed in future versions.
A new API for custom endpoints has been added: /1.1/endpoints/custom
A new API for associating custom endpoints has been added: /1.1/lines/<line_id>/endpoints/custom/<endpoint_id>

15.20¶

A new API for mass updating users has been added: PUT /1.1/users/import
A new API for exporting users has been added: GET /1.1/users/export

15.19¶

A new API for mass importing users has been added: POST /1.1/users/import
The following fields have been added to the /users API:
- supervision_enabled
- call_tranfer_enabled
- ring_seconds
- simultaneous_calls

15.18¶

Ports 50050 and 50051 have been removed. Please use 9486 and 9487 instead
Added sccp endpoints in REST API:
- GET /1.1/endpoints/sccp
- POST /1.1/endpoints/sccp
- DELETE /1.1/endpoints/sccp/<sccp_id>
- GET /1.1/endpoints/sccp/<sccp_id>
- PUT /1.1/endpoints/sccp/<sccp_id>
- GET /1.1/endpoints/sccp/<sccp_id>/lines
- GET /1.1/lines/<line_id>/endpoints/sccp
- DELETE /1.1/lines/<line_id>/endpoints/sccp/<sccp_id>
- PUT /1.1/lines/<line_id>/endpoints/sccp/<sccp_id>
Added lines endpoints in REST API:
- GET /1.1/lines/<line_id>/users

15.17¶

A new API for SIP endpoints has been added. Consult the documentation on http://xivo/api/ for further details.
The /lines_sip API has been deprecated. Please use /lines and /endpoints/sip instead.
Due to certain limitations in the database, only a limited number of optional parameters can be configured. This limitation will be removed in future releases. Supported parameters are listed further down.
Certain fields in the /lines API have been modified. List of fields are further down

Fields modified in the /lines API¶

Name	Replaced by	Editable ?	Required ?
id		no
device_id		no
name		no
protocol		no
device_slot	position	no
provisioning_extension	provisioning_code	no
context		yes	yes
provisioning_code		yes
position		yes
caller_id_name		yes
caller_id_num		yes

Supported parameters on SIP endpoints¶

md5secret

language

accountcode

amaflags

allowtransfer

fromuser

fromdomain

subscribemwi

buggymwi

call-limit

callerid

fullname

cid-number

maxcallbitrate

insecure

nat

promiscredir

usereqphone

videosupport

trustrpid

sendrpid

allowsubscribe

allowoverlap

dtmfmode

rfc2833compensate

qualify

g726nonstandard

disallow

allow

autoframing

mohinterpret

useclientcode

progressinband

t38pt-udptl

t38pt-usertpsource

rtptimeout

rtpholdtimeout

rtpkeepalive

deny

permit

defaultip

setvar

port

regexten

subscribecontext

fullcontact

vmexten

callingpres

ipaddr

regseconds

regserver

lastms

parkinglot

protocol

outboundproxy

transport

remotesecret

directmedia

callcounter

busylevel

ignoresdpversion

session-timers

session-expires

session-minse

session-refresher

callbackextension

timert1

timerb

qualifyfreq

contactpermit

contactdeny

unsolicited_mailbox

use-q850-reason

encryption

snom-aoc-enabled

maxforwards

disallowed-methods

textsupport

15.16¶

The parameter skip is now deprecated. Use offset instead for:
- GET /1.1/devices
- GET /1.1/extensions
- GET /1.1/voicemails
- GET /1.1/users
The users resource can be referred to by uuid
- GET /1.1/users/<uuid>
- PUT /1.1/users/<uuid>
- DELETE /1.1/users/<uuid>

15.15¶

The field enabled has been added to the voicemail model

A line is no longer required when associating a voicemail with a user

Voicemails can now be edited even when they are associated to a user

15.14¶

All optional fields on a user are now always null (sometimes they were empty strings)

The caller id is no longer automatically updated when the firstname or lastname is modified. You must update the caller id yourself if you modify the user’s name.

Caller id will be generated if and only if it does not exist when creating a user.

14.16¶

Association user-voicemail, when associating a voicemail whose id does not exist:
- before: error 404
- after: error 400

14.14¶

Association line-extension, a same extension can not be associated to multiple lines

14.13¶

Resource line, field provisioning_extension: type changed from int to string

REST API 1.1 examples¶

Create User for a line and a exten¶

Add user, line and exten with association¶

Download source. (source)

Add voicemail with association¶

Download source. (source)

Choice and add CTI profile with association¶

Download source. (source)

Multiple users for a line association¶

Download source. (source)

API reference¶

This section contains extended documentation for certain aspects of the API.

Function Keys¶

Function keys can be used as shortcuts for dialing a number, or accomplishing other menial tasks, by pushing a button on the phone. A function key’s action is determined by its destination.

Function keys can be added directly on a user, or in a template. Templates are useful for creating a set of common function keys that can be used by the same group of people.

This page only describes the data models used by the REST API. Consult the API documentation for further details on URLs.

Function Key Template¶

Parameters¶

Field	Type	Required	Description
name	string	No	A name for the template.
keys	Function Key	No	A collection of function keys under the form `{"position": "funckey"}`. See the example for more details.

Example¶

{
    "name": "Example template",
    "keys": {
         "1": {
            "destination": {
                 "type": "user",
                 "user_id": 34
             }
         },
         "2": {
             "blf": true,
             "label": "Call mom",
             "destination": {
                 "type": "custom",
                 "exten": "5551234567"
             }
         }
     }
 }

Function Key¶

Description¶

Field	Type	Required	Description
blf	boolean	No	Turn on BLF when there is activity on the destination
label	string	No	Label to display next to the function key
destination	Destination	Yes	Destination to call

Example¶

{
    "blf": True,
    "label": "Call john",
    "destination": {
         "type": "user",
         "user_id": 34
     }
 }

Destination¶

A destination determines the number to dial when using a function key. Destinations are composed of a parameter named type and any additional parameters required by its type.

Available destination types:

agent: An agent
bsfilter: Boss/Secretary filter
conference: Conference room
custom: A custom number to dial
forward: Forward a call towards another number
group: A group
onlinerec: Record a conversation during a call
paging: A paging
park: Park a call
park_position: Pick up a parked call
queue: Call queue
service: A call service
transfer: Transfer a call
user: A User

Here are the parameters required for each destination:

Agent¶

Field	Type	Value
agent_id	numeric	Agents’s id

BSFilter¶

Field	Type	Value
filter_member_id	numeric	ID of the filter member

Conference¶

Field	Type	Value
conference_id	numeric	Conference’s id

Custom¶

Field	Type	Value
exten	string	Number to dial

Forward¶

Field	Type	Value
forward	string	Type of forward. Possible values: busy, noanswer, unconditional
exten	string	Number to dial (optional)

Group¶

Field	Type	Value
group_id	numeric	Group’s id

Online call recording¶

No parameters are required for this destination

Paging¶

Field	Type	Value
paging_id	numeric	Pagings’s id

Parking¶

No parameters are required for this destination

Parking Position¶

Field	Type	Value
position	numeric string	Position of the parking to pick up

Queue¶

Field	Type	Value
queue_id	numeric	User’s id

Service¶

Field	Type	Value
service	string	Name of the service

Currently supported services:

phonestatus: Phone Status
recsnd: Sound Recording
callrecord: Call recording
incallfilter: Incoming call filtering
enablednd: Enable “Do not disturb” mode
pickup: Group Interception
calllistening: Listen to online calls
directoryaccess: Directory access
fwdundoall: Disable all forwaring
enablevm: Enable Voicemail
vmusermsg: Consult the Voicemail
vmuserpurge: Delete messages from voicemail

Transfer¶

Field	Type	Value
transfer	string	Type of transfer. Possible values: blind, attended

User¶

Field	Type	Value
user_id	numeric	User’s id

CSV User Import¶

Users and common related resources can be imported onto a XiVO server by sending a CSV file with a predefined set of fields.

This page only documents additional notes useful for API users.

Uploading files¶

Files may be uploaded as usual through the web interface, or from a console by using HTTP utilities and the REST API. When uploading through the API, the header Content-Type: text/csv charset=utf-8 must be set and the CSV data must be sent in the body of the request. A file may be uploaded using curl as follows:

curl -k -H "Content-Type: text/csv; charset=utf-8" -u username:password --data-binary "@file.csv" https://xivo:9486/1.1/users/import

The response can be reindented in a more readable format by piping the output through python -m json.tool in the following way:

curl (...) | python -m json.tool

Migration from 1.0¶

The API version 1.0 is no longer supported and has been removed. In most cases, code that used the old API can be migrated to version 1.1 without much hassle by updating the URL. For example, in 1.0, the URL to list users was:

   /1.0/users/

In 1.1, it is::

   /1.1/users

Please note that there are no trailing slashes in URLs for version 1.1.

For further details consult the documentation at http://<youxivo>.api

xivo-provd REST API¶

This section describes the REST API provided by the xivo-provd application.

If you want to interact with the REST API of the xivo-provd daemon that is executing as part of XiVO, you should be careful on which operation you are doing as to not cause stability problem to other parts of the XiVO ecosystem. Mostly, this means being careful when editing or deleting devices and configs.

By default, the REST API of xivo-provd is accessible only from localhost on port 8666. No authentication is required.

Warning

Major changes could happen to this API.

API¶

The description of the API has been split into these sections:

Provd Management¶

Get the Provd Manager¶

The provd manager resource represents the main entry point to the xivo-provd REST API.

It links to the following resources:

The dev relation links to a device manager.
The cfg relation links to a config manager.
The pg relation links to a plugin manager.
The srv.configure relation links to the provd manager configuration service.

Query¶

GET /provd HTTP/1.1

Example request¶

GET /provd HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "links": [
        {
            "href": "/provd/dev_mgr",
            "rel": "dev"
        },
        {
            "href": "/provd/cfg_mgr",
            "rel": "cfg"
        },
        {
            "href": "/provd/pg_mgr",
            "rel": "pg"
        },
        {
            "href": "/provd/configure",
            "rel": "srv.configure"
        }
    ]
}

Devices Management¶

Get the Device Manager¶

The device manager links to the following resources:

The dev.synchronize relation links to the device synchronization service.
The dev.reconfigure relation links to the device reconfiguration service.
The dev.dhcpinfo relation links to the device DHCP information service.
The dev.devices relation links to the list of devices.

Query¶

GET /provd/dev_mgr HTTP/1.1

Example request¶

GET /provd/dev_mgr HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "links": [
        {
            "href": "/provd/dev_mgr/synchronize",
            "rel": "dev.synchronize"
        },
        {
            "href": "/provd/dev_mgr/reconfigure",
            "rel": "dev.reconfigure"
        },
        {
            "href": "/provd/dev_mgr/dhcpinfo",
            "rel": "dev.dhcpinfo"
        },
        {
            "href": "/provd/dev_mgr/devices",
            "rel": "dev.devices"
        }
    ]
}

List Devices¶

Query¶

GET /provd/dev_mgr/devices  HTTP/1.1

Query Parameters¶

Field	Description
q	A selector, encoded in JSON, describing which device should be returned. All devices are returned if not specified. Example: `q={"ip":"10.34.1.119"}`
fields	A list of fields, separated by comma. Example: `fields=mac,ip`
skip	An integer specifing the number of devices to skip. Example: `skip=10`
sort	The key on which to sort the results. Example: `sort=id`
sort_ord	The order of sort; either `ASC` or `DESC`.

Example request¶

GET /provd/dev_mgr/devices HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "devices": [
        {
            "added": "auto",
            "config": "38e5e08ffe804b468f5aa53b9536bb25",
            "configured": true,
            "description": "",
            "id": "38e5e08ffe804b468f5aa53b9536bb25",
            "ip": "10.34.1.122",
            "mac": "00:08:5d:33:e5:76",
            "model": "6731i",
            "plugin": "xivo-aastra-3.3.1-SP2",
            "remote_state_sip_username": "je5qtq",
            "vendor": "Aastra",
            "version": "3.3.1.2235"
        }
    ]
}

Create a Device¶

Query¶

POST /provd/dev_mgr/devices  HTTP/1.1

Example request¶

POST /provd/dev_mgr/devices HTTP/1.1
Host: xivoserver
Content-Type: application/vnd.proformatique.provd+json

{
    "device": {
        "ip": "192.168.1.1",
        "mac": "00:11:22:33:44:55",
        "plugin": "xivo-aastra-3.3.1-SP2"
    }
}

Example response¶

HTTP/1.1 201 Created
Content-Type: application/vnd.proformatique.provd+json
Location: /provd/dev_mgr/devices/68b10c99945b4fb889f22a7559fc3271

{"id": "68b10c99945b4fb889f22a7559fc3271"}

If the id field is not given, then an ID is automatically generated by the server.

Get a Device¶

Query¶

GET /provd/dev_mgr/devices/<device_id> HTTP/1.1

Example request¶

GET /provd/dev_mgr/devices/68b10c99945b4fb889f22a7559fc3271 HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "device": {
        "added": "auto",
        "config": "38e5e08ffe804b468f5aa53b9536bb25",
        "configured": true,
        "description": "",
        "id": "38e5e08ffe804b468f5aa53b9536bb25",
        "ip": "10.34.1.122",
        "mac": "00:08:5d:33:e5:76",
        "model": "6731i",
        "plugin": "xivo-aastra-3.3.1-SP2",
        "remote_state_sip_username": "je5qtq",
        "vendor": "Aastra",
        "version": "3.3.1.2235"
    }
}

Update a Device¶

Query¶

PUT /provd/dev_mgr/devices/<device_id> HTTP/1.1

Example request¶

PUT /provd/dev_mgr/devices/68b10c99945b4fb889f22a7559fc3271 HTTP/1.1
Host: xivoserver
Content-Type: application/vnd.proformatique.provd+json

{
    "device": {
        "added": "auto",
        "config": "38e5e08ffe804b468f5aa53b9536bb25",
        "configured": true,
        "description": "",
        "id": "38e5e08ffe804b468f5aa53b9536bb25",
        "ip": "10.34.1.122",
        "mac": "00:08:5d:33:e5:76",
        "model": "6731i",
        "plugin": "xivo-aastra-3.4",
        "remote_state_sip_username": "je5qtq",
        "vendor": "Aastra",
        "version": "3.3.1.2235"
    }
}

Example response¶

HTTP/1.1 204 No Content

Delete a Device¶

Query¶

DELETE /provd/dev_mgr/devices/<device_id> HTTP/1.1

Example request¶

DELETE /provd/dev_mgr/devices/68b10c99945b4fb889f22a7559fc3271 HTTP/1.1
Host: xivoserver

Example response¶

HTTP/1.1 204 No Content

Synchronize a Device¶

Query¶

POST /provd/dev_mgr/synchronize HTTP/1.1

Example request¶

POST /provd/dev_mgr/synchronize HTTP/1.1
Host: xivoserver
Content-Type: application/vnd.proformatique.provd+json

{
    "id": "d035bccaf0dd4a8396fc57a3329ca0a4"
}

Example response¶

HTTP/1.1 201 Created
Location: /provd/dev_mgr/synchronize/42

The URI returned in the Location header points to an operation in progress resource.

Reconfigure a Device¶

Query¶

POST /provd/dev_mgr/reconfigure HTTP/1.1

Errors¶

Error code	Error message	Description
400	invalid device ID

Example request¶

POST /provd/dev_mgr/reconfigure HTTP/1.1
Host: xivoserver
Content-Type: application/vnd.proformatique.provd+json

{
    "id": "d035bccaf0dd4a8396fc57a3329ca0a4"
}

Example response¶

HTTP/1.1 204 No Content

Push DHCP Request Information¶

Query¶

POST /provd/dev_mgr/dhcpinfo HTTP/1.1

Example request¶

POST /provd/dev_mgr/dhcpinfo HTTP/1.1
Host: xivoserver
Content-Type: application/vnd.proformatique.provd+json

{
    "dhcp_info": {
        "ip": "192.168.1.100",
        "mac": "00:11:22:33:44:55",
        "op": "commit",
        "options": [
            "06066.6f.6f.62.61.72.a"
        ]
    }
}

Example response¶

HTTP/1.1 204 No Content

Configs Management¶

Get the Config Manager¶

The config manager links to the following resources:

The cfg.configs relation links to the list of configs.
The cfg.autocreate relation links to the config autocreate service.

Query¶

GET /provd/cfg_mgr HTTP/1.1

Example request¶

GET /provd/cfg_mgr HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json


{
    "links": [
        {
            "href": "/provd/cfg_mgr/configs",
            "rel": "cfg.configs"
        },
        {
            "href": "/provd/cfg_mgr/autocreate",
            "rel": "cfg.autocreate"
        }
    ]
}

List Configs¶

Query¶

GET /provd/cfg_mgr/configs HTTP/1.1

Query Parameters¶

These are the same parameters as for the list devices action.

Example request¶

GET /provd/cfg_mgr/configs HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "configs": [
        {
            "configdevice": "defaultconfigdevice",
            "deletable": true,
            "id": "38e5e08ffe804b468f5aa53b9536bb25",
            "parent_ids": [
                "base",
                "defaultconfigdevice"
            ],
            "raw_config": {
                "X_key": "",
                "exten_dnd": "*25",
                "exten_fwd_busy": "*23",
                "exten_fwd_disable_all": "*20",
                "exten_fwd_no_answer": "*22",
                "exten_fwd_unconditional": "*21",
                "exten_park": null,
                "exten_pickup_call": "*8",
                "exten_pickup_group": null,
                "exten_voicemail": "*98",
                "funckeys": {
                    "1": {
                        "label": "",
                        "line": 1,
                        "type": "speeddial",
                        "value": "1005"
                    }
                },
                "protocol": "SIP",
                "sip_dtmf_mode": "SIP-INFO",
                "sip_lines": {
                    "1": {
                        "auth_username": "je5qtq",
                        "display_name": "El\u00e8s 01",
                        "number": "1001",
                        "password": "T2S7C0",
                        "proxy_ip": "10.34.1.11",
                        "registrar_ip": "10.34.1.11",
                        "username": "je5qtq"
                    }
                }
            }
        }
    ]
}

Create a Config¶

Query¶

POST /provd/cfg_mgr/configs HTTP/1.1

Example request¶

POST /provd/cfg_mgr/configs HTTP/1.1
Host: xivoserver
Content-Type: application/vnd.proformatique.provd+json

{
    "config": {
        "parent_ids": [
            "base"
        ],
        "raw_config": {
            "sip": {
                "lines": {
                    "1": {
                        "auth_username": "100",
                        "display_name": "Foo",
                        "password": "100",
                        "username": "100"
                    }
                }
            }
        }
    }
}

Example response¶

HTTP/1.1 201 Created
Content-Type: application/vnd.proformatique.provd+json
Location: /provd/cfg_mgr/configs/77839d0f05c84662864b0ae5c27b33e4

{"id": "77839d0f05c84662864b0ae5c27b33e4"}

If the id field is not given, then an ID id automatically generated by the server.

Get a Config¶

Query¶

GET /provd/cfg_mgr/configs/<config_id> HTTP/1.1

Example request¶

GET /provd/cfg_mgr/configs/77839d0f05c84662864b0ae5c27b33e4 HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "config": {
        "id": "77839d0f05c84662864b0ae5c27b33e4",
        "parent_ids": [
            "base"
        ],
        "raw_config": {
            "sip": {
                "lines": {
                    "1": {
                        "auth_username": "100",
                        "display_name": "Foo",
                        "password": "100",
                        "username": "100"
                    }
                }
            }
        }
    }
}

Get a Raw Config¶

Query¶

GET /provd/cfg_mgr/configs/<config_id>/raw HTTP/1.1

Example request¶

GET /provd/cfg_mgr/configs/77839d0f05c84662864b0ae5c27b33e4/raw HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "raw_config": {
        "X_xivo_phonebook_ip": "10.34.1.11",
        "http_port": 8667,
        "ip": "10.34.1.11",
        "ntp_enabled": true,
        "ntp_ip": "10.34.1.11",
        "sip": {
            "lines": {
                "1": {
                    "auth_username": "100",
                    "display_name": "John",
                    "password": "100",
                    "username": "100"
                }
            }
        },
        "tftp_port": 69
    }
}

Update a Config¶

Query¶

PUT /provd/cfg_mgr/configs/<config_id> HTTP/1.1

Example request¶

PUT /provd/cfg_mgr/configs/77839d0f05c84662864b0ae5c27b33e4 HTTP/1.1
Host: xivoserver
Content-Type: application/vnd.proformatique.provd+json

{
    "config": {
        "id": "77839d0f05c84662864b0ae5c27b33e4",
        "parent_ids": [
            "base"
        ],
        "raw_config": {
            "sip": {
                "lines": {
                    "1": {
                        "auth_username": "100",
                        "display_name": "John",
                        "password": "100",
                        "username": "100"
                    }
                }
            }
        }
    }
}

Example response¶

HTTP/1.1 204 No Content

Delete a Config¶

Query¶

DELETE /provd/cfg_mgr/configs/<config_id> HTTP/1.1

Example request¶

DELETE /provd/cfg_mgr/configs/77839d0f05c84662864b0ae5c27b33e4 HTTP/1.1
Host: xivoserver

Example response¶

HTTP/1.1 204 No Content

Autocreate a Config¶

This service is used to create a new config from the config that has the autocreate role.

Query¶

POST /provd/cfg_mgr/autocreate HTTP/1.1

Example request¶

POST /provd/cfg_mgr/autocreate HTTP/1.1
Host: xivoserver
Content-Type: application/vnd.proformatique.provd+json

{}

Example response¶

HTTP/1.1 201 Created
Content-Type: application/vnd.proformatique.provd+json
Location: /provd/cfg_mgr/configs/autoprov1411400365

{"id":"autoprov1411400365"}

Plugins Management¶

Get the Plugin Manager¶

The plugin manager links to the following resources:

The srv.install relation links to the plugin manager installation service. This installation service permits installing/uninstalling plugins.
The pg.plugins relation links to the list of plugins.
The pg.reload relation links to the plugin reload service.

Query¶

GET /provd/pg_mgr HTTP/1.1

Example request¶

GET /provd/pg_mgr HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "links": [
        {
            "href": "/provd/pg_mgr/install",
            "rel": "srv.install"
        },
        {
            "href": "/provd/pg_mgr/plugins",
            "rel": "pg.plugins"
        },
        {
            "href": "/provd/pg_mgr/reload",
            "rel": "pg.reload"
        }
    ]
}

List Plugins¶

List the installed plugins.

If you want to install/uninstall plugins, you need to go trough the plugin installation service.

Query¶

GET /provd/pg_mgr/plugins HTTP/1.1

Example request¶

GET /provd/pg_mgr/plugins HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "plugins": {
        "xivo-aastra-3.3.1-SP2": {
            "links": [
                {
                    "href": "/provd/pg_mgr/plugins/xivo-aastra-3.3.1-SP2",
                    "rel": "pg.plugin"
                }
            ]
        },
        "xivo-cisco-sccp-9.0.3": {
            "links": [
                {
                    "href": "/provd/pg_mgr/plugins/xivo-cisco-sccp-9.0.3",
                    "rel": "pg.plugin"
                }
            ]
        }
    }
}

Get a Plugin¶

The plugin links to the following resources:

The pg.info relation links to the plugin information.
The srv.install relation links to the plugin installation service. Plugins usually provided this service to install/uninstall firmware and language files.

Query¶

GET /provd/pg_mgr/plugins/<plugin_id> HTTP/1.1

Example request¶

GET /provd/pg_mgr/plugins/xivo-aastra-3.3.1-SP2 HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "links": [
        {
            "href": "/provd/pg_mgr/plugins/xivo-aastra-3.3.1-SP2/info",
            "rel": "pg.info"
        },
        {
            "href": "/provd/pg_mgr/plugins/xivo-aastra-3.3.1-SP2/install",
            "rel": "srv.install"
        }
    ]
}

Get Information of a Plugin¶

Query¶

GET /provd/pg_mgr/plugins/<plugin_id>/info HTTP/1.1

Example request¶

GET /provd/pg_mgr/plugins/xivo-aastra-3.3.1-SP2/info HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "plugin_info": {
        "capabilities": {
            "Aastra, 6730i, 3.3.1.5089": {
                "sip.lines": 6
            },
            "Aastra, 6731i, 3.3.1.2235": {
                "sip.lines": 6,
                "switchboard": true
            },
            "Aastra, 6735i, 3.3.1.5089": {
                "sip.lines": 9
            },
            "Aastra, 6737i, 3.3.1.5089": {
                "sip.lines": 9
            },
            "Aastra, 6739i, 3.3.1.2235": {
                "sip.lines": 9
            },
            "Aastra, 6753i, 3.3.1.2235": {
                "sip.lines": 9
            },
            "Aastra, 6755i, 3.3.1.2235": {
                "sip.lines": 9,
                "switchboard": true
            },
            "Aastra, 6757i, 3.3.1.2235": {
                "sip.lines": 9,
                "switchboard": true
            },
            "Aastra, 9143i, 3.3.1.2235": {
                "sip.lines": 9
            },
            "Aastra, 9480i, 3.3.1.2235": {
                "sip.lines": 9
            }
        },
        "description": "Plugin for Aastra 6730i, 6731i, 6735i, 6737i, 6739i, 6753i, 6755i, 6757i, 6757i CT, 9143i, 9480i, 9480i CT in version 3.3.1 SP2.",
        "version": "1.1"
    }
}

Reload a Plugin¶

Reload the given plugin. This is mostly useful during plugin development, after changing the code of the plugin, instead of restarting the xivo-provd application.

Query¶

POST /provd/pg_mgr/reload HTTP/1.1

Example request¶

POST /provd/pg_mgr/reload HTTP/1.1
Host: xivoserver
Content-Type: application/vnd.proformatique.provd+json

{
    "id": "xivo-aastra-3.3.1-SP2"
}

Example response¶

HTTP/1.1 204 No Content

General Resources¶

This section describes the resources that are available from more than one URI or are generic enough to not fit in a more specific section.

Operation In Progress¶

This resource represents an operation in progress and is used to follow the progress of an underlying operation. Said differently, it is a monitor on an operation that can change over time.

Get Current Status¶

Query¶

GET <uri> HTTP/1.1

Example request¶

GET <uri> HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "status": "progress"
}

The status field describe the current status of the operation. The format is [label|]state[;current[/end]]($sub_oips$)*. Here’s some examples:

progress
download|progress
download|progress;10
download|progress;10/100
download|progress(file_1|progress;20/100)(file_2|waiting;0/50)
download|progress;20/150(file_1|progress)(file_2|waiting)
op|progress(op1|progress(op11|progress)(op12|waiting))(op2|progress)

The state of an operation is either waiting, progress, success or fail.

Delete¶

Delete the “operation in progress” resource.

This does not cancel the underlying operation; it only deletes the monitor. Every monitor that is created should be deleted, else they won’t be freed by the process and they will accumulate, taking memory.

Query¶

DELETE <uri> HTTP/1.1

Example request¶

DELETE <uri> HTTP/1.1
Host: xivoserver

Example response¶

HTTP/1.1 204 No Content

Configuration Service¶

Get the Configuration¶

Query¶

GET <uri> HTTP/1.1

Example request¶

Example request for the configuration service of the provd manager.

GET /provd/configure HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "params": [
        {
            "description": "The plugins repository URL",
            "id": "plugin_server",
            "links": [
                {
                    "href": "/provd/configure/plugin_server",
                    "rel": "srv.configure.param"
                }
            ],
            "value": "http://provd.xivo.solutions/plugins/1/stable"
        },
        {
            "description": "The proxy for HTTP requests. Format is \"http://[user:password@]host:port\"",
            "id": "http_proxy",
            "links": [
                {
                    "href": "/provd/configure/http_proxy",
                    "rel": "srv.configure.param"
                }
            ],
            "value": null
        },
        {
            "description": "The proxy for FTP requests. Format is \"http://[user:password@]host:port\"",
            "id": "ftp_proxy",
            "links": [
                {
                    "href": "/provd/configure/ftp_proxy",
                    "rel": "srv.configure.param"
                }
            ],
            "value": null
        },
        {
            "description": "The proxy for HTTPS requests. Format is \"host:port\"",
            "id": "https_proxy",
            "links": [
                {
                    "href": "/provd/configure/https_proxy",
                    "rel": "srv.configure.param"
                }
            ],
            "value": null
        },
        {
            "description": "The current locale. Example: fr_FR",
            "id": "locale",
            "links": [
                {
                    "href": "/provd/configure/locale",
                    "rel": "srv.configure.param"
                }
            ],
            "value": null
        },
        {
            "description": "Set to 1 if all the devices are behind a NAT.",
            "id": "NAT",
            "links": [
                {
                    "href": "/provd/configure/NAT",
                    "rel": "srv.configure.param"
                }
            ],
            "value": 0
        }
    ]
}

Get the Value of a Parameter¶

Query¶

GET <uri> HTTP/1.1

Example request¶

Example request for the NAT option of the configuration service of the provd entry point.

GET /provd/configure/NAT HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "param": {
        "value": 0
    }
}

Set the Value of a Parameter¶

Query¶

PUT <uri> HTTP/1.1

Example request¶

Example request for the NAT option of the configuration service of the provd manager.

PUT /provd/configure/NAT HTTP/1.1
Host: xivoserver
Content-Type: application/vnd.proformatique.provd+json

{
    "param": {
        "value": 1
    }
}

Example response¶

HTTP/1.1 204 No Content
Content-Type: application/vnd.proformatique.provd+json

Installation Service¶

Get the Installation Service¶

Query¶

GET <uri> HTTP/1.1

Example request¶

Example request for the installation service of the plugin manager.

GET /provd/pg_mgr/install HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "links": [
        {
            "href": "/provd/pg_mgr/install/install",
            "rel": "srv.install.install"
        },
        {
            "href": "/provd/pg_mgr/install/uninstall",
            "rel": "srv.install.uninstall"
        },
        {
            "href": "/provd/pg_mgr/install/installed",
            "rel": "srv.install.installed"
        },
        {
            "href": "/provd/pg_mgr/install/installable",
            "rel": "srv.install.installable"
        },
        {
            "href": "/provd/pg_mgr/install/upgrade",
            "rel": "srv.install.upgrade"
        },
        {
            "href": "/provd/pg_mgr/install/update",
            "rel": "srv.install.update"
        }
    ]
}

The upgrade and update services are optional and not all installation service provide them.

Install a Package¶

Query¶

POST <uri> HTTP/1.1

Example request¶

Example request for the installation service of the plugin manager.

POST /provd/pg_mgr/install/install HTTP/1.1
Host: xivoserver
Content-Type: application/vnd.proformatique.provd+json

{
    "id": "xivo-polycom-4.0.4"
}

Example response¶

HTTP/1.1 201 Created
Location: /provd/pg_mgr/install/install/1
Content-Type: application/vnd.proformatique.provd+json

The URI returned in the Location header points to an operation in progress resource.

Uninstall a Package¶

Query¶

POST <uri> HTTP/1.1

Example request¶

Example request for the installation service of the plugin manager.

POST /provd/pg_mgr/install/uninstall HTTP/1.1
Host: xivoserver
Content-Type: application/vnd.proformatique.provd+json

{
    "id": "xivo-polycom-4.0.4"
}

Example response¶

HTTP/1.1 204 No Content
Content-Type: application/vnd.proformatique.provd+json

Upgrade a Package¶

Query¶

POST <uri> HTTP/1.1

Example request¶

Example request for the installation service of the plugin manager.

POST /provd/pg_mgr/install/upgrade HTTP/1.1
Host: xivoserver
Content-Type: application/vnd.proformatique.provd+json

{
    "id": "xivo-polycom-4.0.4"
}

Example response¶

HTTP/1.1 201 Created
Location: /provd/pg_mgr/install/upgrade/1
Content-Type: application/vnd.proformatique.provd+json

The URI returned in the Location header points to an operation in progress resource.

Update the List of Installable Packages¶

Query¶

POST <uri> HTTP/1.1

Example request¶

Example request for the installation service of the plugin manager.

POST /provd/pg_mgr/install/update HTTP/1.1
Host: xivoserver
Content-Type: application/vnd.proformatique.provd+json

{}

Example response¶

HTTP/1.1 201 Created
Location: /provd/pg_mgr/install/update/1
Content-Type: application/vnd.proformatique.provd+json

The URI returned in the Location header points to an operation in progress resource.

List Installable Packages¶

Query¶

GET <uri> HTTP/1.1

Example request¶

Example request for the installation service of the plugin manager.

GET /provd/pg_mgr/install/installable HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "pkgs": {
        "null": {
            "capabilities": {
                "*, *, *": {
                    "sip.lines": 0
                }
            },
            "description": "Plugin that offers no configuration service and rejects TFTP/HTTP requests.",
            "dsize": 1073,
            "sha1sum": "90b2fb6c2b135a9d539488b6a85779dd95e0e876",
            "version": "1.0"
        },
        "xivo-aastra-3.3.1-SP2": {
            "capabilities": {
                "Aastra, 6730i, 3.3.1.5089": {
                    "sip.lines": 6
                },
                "Aastra, 6731i, 3.3.1.2235": {
                    "sip.lines": 6,
                    "switchboard": true
                },
                "Aastra, 6735i, 3.3.1.5089": {
                    "sip.lines": 9
                },
                "Aastra, 6737i, 3.3.1.5089": {
                    "sip.lines": 9
                },
                "Aastra, 6739i, 3.3.1.2235": {
                    "sip.lines": 9
                },
                "Aastra, 6753i, 3.3.1.2235": {
                    "sip.lines": 9
                },
                "Aastra, 6755i, 3.3.1.2235": {
                    "sip.lines": 9,
                    "switchboard": true
                },
                "Aastra, 6757i, 3.3.1.2235": {
                    "sip.lines": 9,
                    "switchboard": true
                },
                "Aastra, 9143i, 3.3.1.2235": {
                    "sip.lines": 9
                },
                "Aastra, 9480i, 3.3.1.2235": {
                    "sip.lines": 9
                }
            },
            "description": "Plugin for Aastra 6730i, 6731i, 6735i, 6737i, 6739i, 6753i, 6755i, 6757i, 6757i CT, 9143i, 9480i, 9480i CT in version 3.3.1 SP2.",
            "dsize": 9397,
            "sha1sum": "68dbed6afa87cf624a89166bdc6bdf7413cb84df",
            "version": "1.1"
        }
    }
}

List Installed Packages¶

Query¶

GET <uri> HTTP/1.1

Example request¶

Example request for the installation service of the plugin manager.

GET /provd/pg_mgr/install/installed HTTP/1.1
Host: xivoserver
Accept: application/vnd.proformatique.provd+json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/vnd.proformatique.provd+json

{
    "pkgs": {
        "xivo-aastra-3.3.1-SP2": {
            "capabilities": {
                "Aastra, 6730i, 3.3.1.5089": {
                    "sip.lines": 6
                },
                "Aastra, 6731i, 3.3.1.2235": {
                    "sip.lines": 6,
                    "switchboard": true
                },
                "Aastra, 6735i, 3.3.1.5089": {
                    "sip.lines": 9
                },
                "Aastra, 6737i, 3.3.1.5089": {
                    "sip.lines": 9
                },
                "Aastra, 6739i, 3.3.1.2235": {
                    "sip.lines": 9
                },
                "Aastra, 6753i, 3.3.1.2235": {
                    "sip.lines": 9
                },
                "Aastra, 6755i, 3.3.1.2235": {
                    "sip.lines": 9,
                    "switchboard": true
                },
                "Aastra, 6757i, 3.3.1.2235": {
                    "sip.lines": 9,
                    "switchboard": true
                },
                "Aastra, 9143i, 3.3.1.2235": {
                    "sip.lines": 9
                },
                "Aastra, 9480i, 3.3.1.2235": {
                    "sip.lines": 9
                }
            },
            "description": "Plugin for Aastra 6730i, 6731i, 6735i, 6737i, 6739i, 6753i, 6755i, 6757i, 6757i CT, 9143i, 9480i, 9480i CT in version 3.3.1 SP2.",
            "version": "1.1"
        }
    }
}

xivo-sysconfd REST API¶

This service provides a public API that can be used to change the configuration that are on a XiVO.

Warning

The 0.1 API is currently in development. Major changes could still happen and new resources will be added over time.

API reference¶

Asterisk Voicemail¶

Delete voicemail¶

Query¶

GET /delete_voicemail

Parameters¶

Mandatory¶

name: the voicemail name

Optional¶

context: the voicemail context (default is ‘default’)

Errors¶

Error code	Error message	Description
404	Not found	The voicemail does not exist

Example requests¶

GET /delete_voicemail HTTP/1.1
Host: xivoserver
Accept: application/json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/json

{
    nothing
}

Common configuration¶

Apply configuration¶

Query¶

GET /commonconf_apply

Generate configuration¶

Query¶

POST /commonconf_generate

Dhcpd configuration¶

Update configuration¶

Query¶

GET /dhcpd_update

Ethernet configuration¶

Discover interfaces¶

Query¶

GET /discover_netifaces

Example request¶

GET /discover_netifaces HTTP/1.1
Host: xivoserver
Accept: application/json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/json
{
   "lo":
   {
       "hwaddress": "00:00:00:00:00:00",
       "typeid": 24,
       "alias-raw-device": null,
       "network": "127.0.0.0",
       "family": "inet",
       "physicalif": false,
       "vlan-raw-device": null,
       "vlanif": false,
       "dummyif": false,
       "mtu": 65536,
       "broadcast": "127.255.255.255",
       "hwtypeid": 772,
       "netmask": "255.0.0.0",
       "carrier": true,
       "flags": 9,
       "address": "127.0.0.1",
       "vlan-id": null,
       "type": "loopback",
       "options": null,
       "aliasif": false,
       "name": "lo"
   },
   "eth0":
   {
       "alias-raw-device": null,
       "family": "inet",
       "hwaddress": "36:76:70:29:69:c2",
       "vlan-id": null,
       "network": "172.17.0.0",
       "physicalif": false,
       "vlan-raw-device": null,
       "vlanif": false,
       "type": "eth",
       "aliasif": false,
       "broadcast": "172.17.255.255",
       "netmask": "255.255.0.0",
       "address": "172.17.0.101",
       "typeid": 6,
       "name": "eth0",
       "hwtypeid": 1,
       "dummyif": false,
       "mtu": 1500,
       "carrier": true,
       "flags": 3,
       "options": null
   }
}

Get interface¶

Query¶

GET /netiface/<interface>

Example request¶

GET /netiface/eth0 HTTP/1.1
Host: xivoserver
Content-Type: application/json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/json
{
   "eth0":
   {
       "alias-raw-device": null,
       "family": "inet",
       "hwaddress": "36:76:70:29:69:c2",
       "vlan-id": null,
       "network": "172.17.0.0",
       "physicalif": false,
       "vlan-raw-device": null,
       "vlanif": false,
       "type": "eth",
       "aliasif": false,
       "broadcast": "172.17.255.255",
       "netmask": "255.255.0.0",
       "address": "172.17.0.101",
       "typeid": 6,
       "name": "eth0",
       "hwtypeid": 1,
       "dummyif": false,
       "mtu": 1500,
       "carrier": true,
       "flags": 3,
       "options": null
   }
}

Modify interface¶

Description¶

Field	Values	Description
iface	string	Interface name like eth0
method	list	static or dhcp
address	string
netmask	string
broadcast	string
gateway	string
mtu	int
auto	boolean
up	boolean
options	list	dns-search and dns-nameservers

Query¶

PUT /modify_physical_eth_ipv4

Example request¶

PUT /modify_physical_eth_ipv4 HTTP/1.1
Host: xivoserver
Content-Type: application/json
{
    "ifname': "eth0",
    "method': "dhcp",
    "auto": "True"
}

Replace virtual interface¶

Query¶

PUT /replace_virtual_eth_ipv4

Example request¶

PUT /replace_virtual_eth_ipv4 HTTP/1.1
Host: xivoserver
Content-Type: application/json
{
    "ifname": "eth0:0",
    "new_ifname": "eth0:1",
    "method": "dhcp",
    "auto": "True"
}

Modify interface¶

Query¶

PUT /modify_eth_ipv4

Example request¶

PUT /modify_eth_ipv4 HTTP/1.1
Host: xivoserver
Content-Type: application/json
{
    'ifname' : 'eth0'
    'address': '192.168.0.1',
    'netmask': '255.255.255.0',
    'broadcast': '192.168.0.255',
    'gateway': '192.168.0.254',
    'mtu': 1500,
    'auto': True,
    'up': True,
    'options': [['dns-search', 'toto.tld tutu.tld'],
               ['dns-nameservers', '127.0.0.1 192.168.0.254']]
}

Change state¶

Query¶

PUT /change_state_eth_ipv4

Example request¶

PUT /change_state_eth_ipv4 HTTP/1.1
Host: xivoserver
Content-Type: application/json
{
    'ifname' : 'eth0',
    'state': True
}

Delete interface ipv4¶

Query¶

GET /delete_eth_ipv4/<interface>

Example request¶

GET /delete_eth_ipv4/eth0 HTTP/1.1
Host: xivoserver
Content-Type: application/json

HA configuration¶

Get HA configuration¶

Query¶

GET /get_ha_config

Update HA configuration¶

Query¶

POST /update_ha_config

network configuration¶

Get network configuration¶

Query¶

GET /network_config

Rename ethernet interface¶

Query¶

POST /rename_ethernet_interface

swap ethernet interface¶

Query¶

POST /swap_ethernet_interfaces

Routes¶

Query¶

POST /routes

OpenSSL configuration¶

List certificates¶

Query¶

GET /openssl_listcertificates

Get certificate infos¶

Query¶

GET /openssl_certificateinfos

Export public key¶

Query¶

GET /openssl_exportpubkey

Export SSL certificate¶

Query¶

GET /openssl_export

Create CA certificate¶

Query¶

POST /openssl_createcacertificate

Create certificate¶

Query¶

POST / openssl_createcertificate

Delete certificate¶

Query¶

GET /openssl_deletecertificate

Import SSL certificate¶

Query¶

POST /openssl_import

DNS configuration¶

Host configuration¶

Query¶

POST /hosts

Resolv.conf configuration¶

Query¶

POST /resolv_conf

Services daemon¶

Reload services¶

Query¶

POST /services

Xivo Services¶

Reload XiVO services¶

Query¶

POST /xivoctl

Handlers¶

Execute handlers¶

Query¶

POST /exec_request_handlers

Status check¶

Status¶

Query¶

GET /status-check

Example request¶

GET /status-check HTTP/1.1
Host: xivoserver
Content-Type: application/json

Example response¶

HTTP/1.1 200 OK
Content-Type: application/json
{
    "status": "up"
}

For other services, see http://xivo/api/. This public instance does not allow you to directly test the requests (i.e. the “Try it out!” button will not work), but you may use the embedded version of your XiVO, where this button will work.

How to use the embedded REST API web interface (Swagger UI)¶

Every XiVO server embeds its own copy of the Swagger UI. The instance embedded in the XiVO allows you to directly try the requests with the in-page buttons.

For the rest of this article, we will consider that your XiVO is accessible under the hostname MY_XIVO.

The instance is available at: http://MY_XIVO/api

Before using the Swagger UI, there are a few prerequisites:

Accept the HTTPS certificate for each service of the XiVO
Add the permissions to use the REST API to a Web Services Access user
Obtain an authentication token

HTTPS certificates¶

For each service on the left menu that you want to try, you need to accept the HTTPS certificate for this service. To that end:

click on the service in the menu on the left
copy the URL you see in the text box at the top of the page, something like: https://MY_XIVO:9497/0.1/api/api.json and paste it in your browser
accept the HTTPS certificate validation exception
go back to http://MY_XIVO/api and select the service again (or click on the top-right “Explore” button)

You should now be able to see the different sections for the REST API of that service.

REST API permissions¶

You must create a Web Services Access with the right permissions before using the REST API. See Web Services Access.

Each endpoint has its own ACL, but you may add wildcard ACLs, like:

auth.# to gain access to all xivo-auth REST API endpoints
confd.# to gain access to all xivo-confd REST API endpoints
# to gain access to every endpoint of every service.

Warning

Only use wildcards when doing tests, not with a production REST API access. You should always restrict the permissions to the bare minimum.

Obtain an authentication token¶

You can get a token via Swagger UI (what else?). Choose the xivo-auth service in the list of REST API. Under tokens, choose POST /tokens.

In the top-right text box of the page (left to the “Explore” button), fill “token” with the string username:password where those credentials come from the Web Services Access you created earlier.
Go back to the POST /tokens section and click on the yellow box to the right of the body parameter. This will pre-fill the body parameter.
In the body parameter, set:
- backend to xivo_service
- expiration to the number of seconds for the token to be valid (e.g. 3600 for one hour). After the expiration time, you will need to re-authenticate to get a new token.
Click “Try it out” at the end of the section
In the response, you should see a token attribute.

For more informations about the backends of xivo-auth, see xivo-auth plugins.

Use the authentication token¶

To use the authentication token, choose the service for which you want to try the REST API, then paste the token in the top-right text box. You do not need to click “Explore” to apply the token change, the new token will be used automatically at the next request you send.

You can now choose a REST API endpoint and “Try it out”.

Access¶

Each REST API is available via HTTPS on different ports.

Examples (xivo-confd)¶

# Get the list of users
curl --insecure \
-H 'Accept: application/json' \
-H 'X-Auth-Token: 17496bfa-4653-9d9d-92aa-17def0fa9826' \
https://xivo:9486/1.1/users

# Create a user
# When sending data, you need the Content-Type header.
curl --insecure \
-X POST \
-d '{"firstname": "hello-world"} \
-H 'Accept: application/json' \
-H 'Content-Type: application/json' \
-H 'X-Auth-Token: 17496bfa-4653-9d9d-92aa-17def0fa9826' \
https://xivo:9486/1.1/users

Authentication¶

For all REST APIs, the main way to authenticate is to use an access token obtained from xivo-auth. This token should be given in the X-Auth-Token header in your request. For example:

curl <options...> -H 'X-Auth-Token: 17496bfa-4653-9d9d-92aa-17def0fa9826' https://<xivo_address>:9486/1.1/users

Also, your token needs to have the right ACLs to give you access to the resource you want. See REST API Permissions.

REST API Permissions¶

The tokens delivered by xivo-auth have a list of permissions associated (ACL), that determine which REST resources are authorized for this token. Each REST resource has an associated required ACL. When you try to access to a REST resource, this resource requests xivo-auth with your token and the required ACL to validate the access.

Syntax¶

An ACL contains 3 parts separated by dot (.)

service: name of service, without prefix xivo- (e.g. xivo-confd -> confd).
resource: name of resource separated by dot (.) (e.g. /users/17/lines -> users.17.lines).
action: action performed on resource. Generally, this is the following schema:
- get -> read
- put -> update
- post -> create
- delete -> delete

Substitutions¶

There are 3 substitution values for an ACL.

*: replace only one word between dot.
#: replace one or multiple words.
me: replace the user_uuid from sent token.

Example¶

The ACL confd.users.me.#.read will have access to the following REST resources:

GET /users/{user_id}/cti
GET /users/{user_id}/funckeys
GET /users/{user_id}/funckeys/{position}
GET /users/{user_id}/funckeys/templates
GET /users/{user_id}/lines
GET /users/{user_id}/lines/{line_id}
GET /users/{user_id}/voicemail

service: confd
resource: users.me.#
action: read

The ACL confd.users.me.funckeys.*.* will have access to the following REST resources:

DELETE /users/{user_id}funckeys/{position}
GET /users/{user_id}funckeys/{position}
PUT /users/{user_id}funckeys/{position}
GET /users/{user_id}funckeys/templates

service: confd
resource: users.me.funckeys.*
action: *

Where {user_id} is the user uuid from the token.

Available ACLs¶

The ACL corresponding to each resource is documented. Some resources may not have any associated ACL yet, so you must use {service}.# instead.

See also Service Authentication for details about the token-based authentication process.

Other methods (xivo-confd)¶

Warning

DEPRECATED

For compatibility reason, xivo-confd may accept requests without an access token. For this, you must create a webservices user in the web interface (Configuration ‣ Management ‣ Web Services Access):

if an IP address is specified for the user, no authentication is needed
if you choose not to specify an IP address for the user, you can connect to the REST API with a HTTP Digest authentication, using the user name and password you provided. For instance, the following command line allows to retrieve XiVO users through the REST API, using the login admin and the password passadmin:
```
curl <options...> --digest --cookie '' -u admin:passadmin https://<xivo_address>:9486/1.1/users
```

HTTP status codes¶

Standard HTTP status codes are used. For the full definition see IANA definition.

200: Success
201: Created
400: Incorrect syntax
404: Resource not found
406: Not acceptable
412: Precondition failed
415: Unsupported media type
500: Internal server error

See also Errors for general explanations about error codes.

General URL parameters¶

Example usage of general parameters:

GET http://<xivo_address>:9486/1.1/voicemails?limit=X&offset=Y

Parameters¶

order: Sort the list using a column (e.g. “number”). See specific resource documentation for columns allowed.
direction: ‘asc’ or ‘desc’. Sort list in ascending (asc) or descending (desc) order
limit: total number of resources to show in the list. Must be a positive integer
offset: number of resources to skip over before starting the list. Must be a positive integer
search: Search resources. Only resources with a field containing the search term will be listed.

Data representation¶

Data retrieved from the REST server¶

JSON is used to encode returned or sent data. Therefore, the following headers are needed:

when the request is supposed to return JSON:

Accept = application/json
when the request’s body contains JSON:

Content-Type = application/json

Note

Optional properties can be added without changing the protocol version in the main list or in the object list itself. Properties will not be removed, type and name will not be modified.

Getting object lists¶

GET /1.1/objects

When returning lists the format is as follows:

total - number of items in total in the system configuration (optional)
items - returned data as an array of object properties list.

Other optional properties can be added later.

Response data format

{
    "total": 2,

    "items":
    [
        {
            "id": "1",
            "prop1": "test"
        },
        {
            "id": "2",
            "prop1": "ssd"
        }
    ]
}

Getting An Object¶

Format returned is a list of properties. The object should always have the same attributes set, the default value being the equivalent to NULL in the content-type format.

GET /1.1/objects/<id>

Response data format

{
   "id": "1",
   "prop1": "test"
}

Data sent to the REST server¶

The XiVO REST server implements POST and PUT methods for item creation and update respectively. Data is created using the POST method via a root URL and is updated using the PUT method via a root URL suffixed by /<id. The server expects to receive JSON encoded data. Only one item can be processed per request. The data format and required data fields are illustrated in the following example:

Request data format

{
   "id": "1",
   "prop1": "test"
}

When updating, only the id and updated properties are needed, omitted properties are not updated. Some properties can also be optional when creating an object.

Errors¶

A request to the web services may return an error. An error will always be associated to an HTTP error code, and eventually to one or more error messages. The following errors are common to all web services:

Error code	Error message	Description
406	empty	Accept header missing or contains an unsupported content type
415	empty	Content-Type header missing or contains an unsupported content type
500	list of errors	An error occured on the server side; the content of the message depends of the type of errors which occured

The 400, 404 and 412 errors depend on the web service you are requesting. They are separately described for each of them.

The error messages are contained in a JSON list, even if there is only one error message:

[ message_1, message_2, ... ]

Subroutine¶

What is it ?¶

The preprocess subroutine allows you to enhance XiVO features through the Asterisk dialplan. Features that can be enhanced are :

User
Group
Queue
Meetme
Incoming call
Outgoing call

There are three possible categories :

Subroutine for one feature
Subroutine for global forwarding
Subroutine for global incoming call to an object

Subroutines are called at the latest possible moment in the dialplan, so that the maximum of variables have already been set: this way, the variables can be read and modified at will before they are used.

Here is an example of the dialplan execution flow when an external incoming call to a user being forwarded to another external number (like a forward to a mobile phone):

Where subroutines are called in dialplan

Adding new subroutine¶

If you want to add a new subroutine, we propose to edit a new configuration file in the directory /etc/asterisk/extensions_extra.d. You can also add this file by the web interface.

An example:

[myexample]
exten = s,1,NoOp(This is an example)
same  =   n,Return()

Subroutines should always end with a Return(). You may replace Return() by a Goto() if you want to completely bypass the XiVO dialplan, but this is not recommended.

To plug your subroutine into the XiVO dialplan, you must add myexample in the subroutine field in the web interface, e.g. Services ‣ IPBX ‣ PBX Settings ‣ Users ‣ Edit ‣ tab General ‣ Preprocess subroutine.

Global subroutine¶

There is predefined subroutine for this feature, you can find the name and the activation in the /etc/xivo/asterisk/xivo_globals.conf. The variables are:

; Global Preprocess subroutine
XIVO_PRESUBR_GLOBAL_ENABLE = 1
XIVO_PRESUBR_GLOBAL_USER = xivo-subrgbl-user
XIVO_PRESUBR_GLOBAL_AGENT = xivo-subrgbl-agent
XIVO_PRESUBR_GLOBAL_GROUP = xivo-subrgbl-group
XIVO_PRESUBR_GLOBAL_QUEUE = xivo-subrgbl-queue
XIVO_PRESUBR_GLOBAL_MEETME = xivo-subrgbl-meetme
XIVO_PRESUBR_GLOBAL_DID = xivo-subrgbl-did
XIVO_PRESUBR_GLOBAL_OUTCALL = xivo-subrgbl-outcall
XIVO_PRESUBR_GLOBAL_PAGING = xivo-subrgbl-paging

So if you want to add a subroutine for all of your XiVO users you can do this:

[xivo-subrgbl-user]
exten = s,1,NoOp(This is an example for all my users)
same  =   n,Return()

Forward subroutine¶

You can also use a global subroutine for call forward.

; Preprocess subroutine for forwards
XIVO_PRESUBR_FWD_ENABLE = 1
XIVO_PRESUBR_FWD_USER = xivo-subrfwd-user
XIVO_PRESUBR_FWD_GROUP = xivo-subrfwd-group
XIVO_PRESUBR_FWD_QUEUE = xivo-subrfwd-queue
XIVO_PRESUBR_FWD_MEETME = xivo-subrfwd-meetme
XIVO_PRESUBR_FWD_VOICEMAIL = xivo-subrfwd-voicemail
XIVO_PRESUBR_FWD_SCHEDULE = xivo-subrfwd-schedule
XIVO_PRESUBR_FWD_VOICEMENU = xivo-subrfwd-voicemenu
XIVO_PRESUBR_FWD_SOUND = xivo-subrfwd-sound
XIVO_PRESUBR_FWD_CUSTOM = xivo-subrfwd-custom
XIVO_PRESUBR_FWD_EXTENSION = xivo-subrfwd-extension

Dialplan variables¶

Some of the XiVO variables can be used and modified in subroutines (non exhaustive list):

XIVO_CALLOPTIONS: the value is a list of options to be passed to the Dial application, e.g. hHtT. This variable is available in agent, user and outgoing call subroutines. Please note that it may not be set earlier, because it will be overwritten.
XIVO_CALLORIGIN: the value is:
- extern for calls coming from a DID
- intern for all other calls
This variable is used by xivo-agid when selecting the ringtone for ringing a user. This variable is available only in user subroutines.
XIVO_DSTNUM: the value is the extension dialed, as received by XiVO (e.g. an internal extension, a DID, or an outgoing extension including the local prefix). This variable is available in all subroutines.
XIVO_GROUPNAME: the value is the name of the group being called. This variable is only available in group subroutines.
XIVO_GROUPOPTIONS: the value is a list of options to be passed to the Queue application, e.g. hHtT. This variable is only available in group subroutines.
XIVO_INTERFACE: the value is the Technology/Resource pairs that are used as the first argument of the Dial application. This variable is only available in the user subroutines.
XIVO_MOBILEPHONENUMBER: the value is the phone number of a user, as set in the web interface. This variable is only available in user subroutines.
XIVO_QUEUENAME: the value is the name of the queue being called. This variable is only available in queue subroutines.
XIVO_QUEUEOPTIONS: the value is a list of options to be passed to the Queue application, e.g. hHtT. This variable is only available in queue subroutines.
XIVO_SRCNUM: the value is the callerid number of the originator of the call: the internal extension of a user (outgoing callerid is ignored), or the public extension of an external incoming call. This variable is available in all subroutines.

Queue logs¶

Queue logs are events logged by Asterisk in the queue_log table of the asterisk database. Queue logs are used to generate XiVO call center statistics.

Queue log sample¶

Agent callback login¶

           time            |     callid      | queuename |   agent    |        event        |        data1        |      data2      |     data3     | data4 | data5
---------------------------+-----------------+-----------+------------+---------------------+---------------------+-----------------+---------------+-------+-------
2012-07-03 15:27:23.896208 | 1341343640.4    | NONE      | Agent/3001 | AGENTCALLBACKLOGIN  | 1002@pcm-dev        |                 |               |       |

Agent callback logoff¶

Agent/3001 is logged in queues q1 and q2.

           time            |     callid      | queuename |   agent    |        event        |        data1        |      data2      |     data3     | data4 | data5
---------------------------+-----------------+-----------+------------+---------------------+---------------------+-----------------+---------------+-------+-------
2012-07-03 15:28:07.348244 | NONE            | q2        | Agent/3001 | UNPAUSE             |                     |                 |               |       |
2012-07-03 15:28:07.346320 | NONE            | q1        | Agent/3001 | UNPAUSE             |                     |                 |               |       |
2012-07-03 15:28:07.327425 | NONE            | NONE      | Agent/3001 | UNPAUSEALL          |                     |                 |               |       |
2012-07-03 15:28:06.249357 | NONE            | NONE      | Agent/3001 | AGENTCALLBACKLOGOFF | 1002@pcm-dev        | 43              | CommandLogoff |       |

Call on a Queue with join empty conditions met¶

           time            |     callid      | queuename |   agent    |        event        |        data1        |      data2      |     data3     | data4 | data5
---------------------------+-----------------+-----------+------------+---------------------+---------------------+-----------------+---------------+-------+-------
2012-07-04 07:27:55.640421 | 1341401275.9    | q1        | NONE       | JOINEMPTY           |                     |                 |               |       |

Enter the queue and get answered by an agent¶

           time            |     callid      | queuename |   agent    |        event        |        data1        |      data2      |     data3     | data4 | data5
---------------------------+-----------------+-----------+------------+---------------------+---------------------+-----------------+---------------+-------+-------
2012-07-04 07:33:23.085718 | 1341401601.24   | q1        | Agent/3001 | CONNECT             | 2                   | 1341401601.27   | 1             |       |
2012-07-04 07:33:21.165823 | 1341401601.24   | q1        | NONE       | ENTERQUEUE          |                     | 1000            | 1             |       |

Agent or caller ends the call after 12 seconds¶

           time            |     callid      | queuename |   agent    |        event        |        data1        |      data2      |     data3     | data4 | data5
---------------------------+-----------------+-----------+------------+---------------------+---------------------+-----------------+---------------+-------+-------
2012-07-04 07:37:46.601754 | 1341401851.34   | q1        | Agent/3001 | COMPLETEAGENT       | 2                   | 12              | 1             |       |

Call on a full queue¶

           time            |     callid      | queuename |   agent    |        event        |        data1        |      data2      |     data3     | data4 | data5
---------------------------+-----------------+-----------+------------+---------------------+---------------------+-----------------+---------------+-------+-------
2012-07-04 07:40:17.339945 | 1341402016.44   | q1        | NONE       | FULL                |                     |                 |               |       |

Call on a closed queue¶

           time            |     callid      | queuename |   agent    |        event        |        data1        |      data2      |     data3     | data4 | data5
---------------------------+-----------------+-----------+------------+---------------------+---------------------+-----------------+---------------+-------+-------
2012-07-04 07:48:03.455999 | 1341402482.49   | q1        | NONE       | CLOSED              |                     |                 |               |       |

Caller abandon before an answer¶

            time            |     callid      | queuename |   agent    |        event        |        data1        |      data2      |     data3     | data4 | data5
----------------------------+-----------------+-----------+------------+---------------------+---------------------+-----------------+---------------+-------+-------
 2012-07-04 07:49:52.939802 | 1341402586.51   | q1        | NONE       | ABANDON             | 1                   | 1               | 6             |       |

Contributing¶

General information:

Contributing to the Documentation¶

XiVO documentation is generated with Sphinx. The source code is available on GitLab at https://gitlab.com/xivo.solutions/xivo-solutions-doc

Provided you already have Python installed on your system. You need first to install Sphinx : easy_install -U Sphinx [1].

Quick Reference

[1]	`easy_install` can be found in the debian package python-setuptools : `sudo apt-get install python-setuptools`

Documentation guideline¶

Here’s the guideline/conventions to follow for the XiVO documentation.

Language¶

The documentation must be written in english, and only in english.

Sections¶

The top section of each file must be capitalized using the following rule: capitalization of all words, except for articles, prepositions, conjunctions, and forms of to be.

Correct:

The Vitamins are in My Fresh California Raisins

Incorrect:

The Vitamins Are In My Fresh California Raisins

Use the following punctuation characters:

* with overline, for “file title”
=, for sections
-, for subsections
^, for subsubsections

Punctuation characters should be exactly as long as the section text.

Correct:

Section1
========

Incorrect:

Section2
==========

There should be 2 empty lines between sections, except when an empty section is followed by another section.

Correct:

Section1
========

Foo.


Section2
========

Bar.

Correct:

Section1
========

Foo.

.. _target:

Section2
========

Bar.

Correct:

Section1
========

Subsection1
-----------

Foo.

Incorrect:

Section1
========

Foo.

Section2
========

Bar.

Lists¶

Bullet lists:

* First item
* Second item

Autonumbered lists:

#. First item
#. Second item

Literal blocks¶

Use :: on the same line as the line containing text when possible.

The literal blocks must be indented with three spaces.

Correct:

Bla bla bla::

   apt-get update

Incorrect:

Bla bla bla:

::

   apt-get update

Inline markup¶

Use the following roles when applicable:

:file: for file, i.e.:
```
The :file:`/dev/null` file.
```

:menuselection: for the web interface menu:

The :menuselection:`Configuration --> Management --> Certificates` page.

:guilabel: for designating a specific GUI element:
```
The :guilabel:`Action` column.
```

Others¶

There must be no warning nor error messages when building the documentation with make html.
There should be one and only one newline character at the end of each file
There should be no trailing whitespace at the end of lines
Paragraphs must be wrapped and lines should be at most 100 characters long

Debugging Asterisk¶

Precondition¶

To debug asterisk crashes or freezes, you need the following debug packages on your XiVO:

General rule

XiVO < 14.18

XiVO >= 14.18

Example version

14.12

14.18

Commands

apt-get install xivo-fai-14.12
apt-get update
apt-get install gdb
apt-get install -t xivo-14.12 asterisk-dbg xivo-libsccp-dbg

xivo-dist xivo-14.18
apt-get update
apt-get install gdb
apt-get install -t xivo-14.18 asterisk-dbg xivo-libsccp-dbg

So There is a Problem with Asterisk. Now What ?¶

Find out the time of the incident from the people most likely to know
Determine if there was a segfault
1. The command grep segfault /var/log/syslog should return a line such as the following:
```
Oct 16 16:12:43 xivo-1 kernel: [10295061.047120] asterisk[1255]: segfault at e ip b751aa6b sp b5ef14d4 error 4 in libc-2.11.3.so[b74ad000+140000]
```
2. Note the exact time of the incident from the segfault line.
3. Follow the Debugging Asterisk Crash procedure.
If you observe some of the following common symptoms, follow the Debugging Asterisk Freeze procedure.
- The output of command service asterisk status says Asterisk PBX is running.
- No more calls are distributed and phones go to No Service.
- Command core show channels returns only headers (no data) right before returning
Fetch Asterisk logs for the day of the crash (make sure file was not already logrotated):
```
cp -a /var/log/asterisk/full /var/local/`date +"%Y%m%d"`-`hostname`-asterisk-full.log
```
Fetch xivo-ctid logs for the day of the crash (make sure file was not already logrotated):
```
cp -a /var/log/xivo-ctid.log /var/local/`date +"%Y%m%d"`-`hostname`-xivo-ctid.log
```

Debugging Asterisk Crash¶

When asterisk crashes, it usually leaves a core file in /var/spool/asterisk/.

You can create a backtrace from a core file named core_file with:

gdb -batch -ex "bt full" -ex "thread apply all bt" asterisk core_file > bt-threads.txt

Debugging Asterisk Freeze¶

You can create a backtrace of a running asterisk process with:

gdb -batch -ex "thread apply all bt" asterisk $(pidof asterisk) > bt-threads.txt

If your version of asterisk has been compiled with the DEBUG_THREADS flag, you can get more information about locks with:

asterisk -rx "core show locks" > core-show-locks.txt

Note

Debugging freeze without this information is usually a lot more difficult.

Optionally, other information that can be interesting:

the output of asterisk -rx 'core show channels'
the verbose log of asterisk just before the freeze

Recompiling Asterisk¶

It’s relatively straightforward to recompile the asterisk version of your XiVO with the DEBUG_THREADS and DONT_OPTIMIZE flag, which make debugging an asterisk problem easier.

The steps are:

Uncomment the deb-src line for the XiVO sources:

sed -i 's/^# *deb-src/deb-src/' /etc/apt/sources.list.d/xivo*

Fetch the asterisk source package:

mkdir -p ~/ast-rebuild
cd ~/ast-rebuild
apt-get update
apt-get install -y build-essential
apt-get source asterisk

Install the build dependencies:
```
apt-get build-dep -y asterisk
```

Enable the DEBUG_THREADS and DONT_OPTIMIZE flag:

cd <asterisk-source-folder>
vim debian/rules

Update the changelog by appending +debug1 in the package version:
```
vim debian/changelog
```
Rebuild the asterisk binary packages:
```
dpkg-buildpackage -us -uc
```

This will create a couple of .deb files in the parent directory, which you can install via dpkg.

Recompiling a vanilla version of Asterisk¶

It is sometimes useful to produce a “vanilla” version of Asterisk, i.e. a version of Asterisk that has none of the XiVO patches applied, to make sure that the problem is present in the original upstream code. This is also sometimes necessary before opening a ticket on the Asterisk issue tracker.

The procedure is similar to the one described above. Before calling dpkg-buildpackage, you just need to:

Make sure quilt is installed:
```
apt-get install -y quilt
```
Unapply all the currently applied patches:
```
quilt pop -a
```
Remove all the lines in the debian/patches/series file:
```
truncate -s0 debian/patches/series
```

When installing a vanilla version of Asterisk on a XiVO 16.08 or earlier, you’ll need to stop monit, otherwise it will restart asterisk every few minutes.

Running Asterisk under Valgrind¶

Install valgrind:
```
apt-get install valgrind
```
Recompile asterisk with the DONT_OPTIMIZE flag.
Edit /etc/asterisk/modules.conf so that asterisk doesn’t load unnecessary modules. This step is optional. It makes asterisk start (noticeably) faster and often makes the output of valgrind easier to analyze, since there’s less noise.
Edit /etc/asterisk/asterisk.conf and comment the highpriority option. This step is optional.
Stop monit and asterisk:
```
monit quit
service asterisk stop
```
Stop all unneeded XiVO services. For example, it can be useful to stop xivo-ctid, so that it won’t interact with asterisk via the AMI.
Copy the valgrind.supp file into /tmp. The valgrind.supp file is located in the contrib directory of the asterisk source code.

Execute valgrind in the /tmp directory:

cd /tmp
valgrind --leak-check=full --log-file=valgrind.txt --suppressions=valgrind.supp --vgdb=no asterisk -G asterisk -U asterisk -fnc

Note that when you terminate asterisk with Control-C, asterisk does not unload the modules before exiting. What this means is that you might have lots of “possibly lost” memory errors due to that. If you already know which modules is responsible for the memory leak/bug, you should explicitly unload it before terminating asterisk.

Running asterisk under valgrind takes a lots of extra memory, so make sure you have enough RAM.

External links¶

Debugging Daemons¶

To activate debug mode, add debug: true in the daemon configuration file). The output will be available in the daemon’s log file.

It is also possible to run the XiVO daemon, in command line. This will allow to run in foreground and debug mode. To see how to use it, type:

xivo-{name} -h

Note that it’s usually a good idea to stop monit before running a daemon in foreground:

systemctl stop monit.service

xivo-confgend¶

twistd -no -u xivo-confgend -g xivo-confgend --python=/usr/bin/xivo-confgend --logger xivo_confgen.bin.daemon.twistd_logs

No debug mode in confgend.

xivo-provd¶

twistd -no -u xivo-provd -g xivo-provd -r epoll --logger provd.main.twistd_logs xivo-provd -s -v

-s for logging to stderr
-v for verbose

consul¶

sudo -u consul /usr/bin/consul agent -config-dir /etc/consul/xivo -pid-file /var/run/consul/consul.pid

There is no log file, but you can consult the output of consul with:

consul monitor

2015/08/03 09:48:25 [INFO] consul: cluster leadership acquired
2015/08/03 09:48:25 [INFO] consul: New leader elected: this-xivo
2015/08/03 09:48:26 [INFO] raft: Disabling EnableSingleNode (bootstrap)
2015/08/03 11:04:08 [INFO] agent.rpc: Accepted client: 127.0.0.1:41545

Generate your own prompts¶

If you want your XiVO to speak in your language that is not supported by XiVO, and you don’t want to record the whole package of sounds in a studio, you may generate them yourself with some text-to-speech services.

The following procedure will generate prompts for pt_BR (portuguese from Brazil) based on the Google TTS service.

Note

There are two sets of prompts: the Asterisk prompts and the XiVO prompts. This procedure only covers the XiVO prompts, but it may be adapted for Asterisk prompts.

Create an account on Transifex and join the team of translation of XiVO.
Translate the prompts in the xivo-prompts resource.
Go to https://www.transifex.com/proformatique/xivo/xivo-prompt/pt_BR/download/for_use/ and download the file on your XiVO. You should have a file named like for_use_xivo_xivo-prompt_pt_BR.ini.

On your XiVO, download the tool to automate the use of Google TTS:

wget https://github.com/zaf/asterisk-googletts/raw/master/cli/googletts-cli.pl
chmod +x googletts-cli.pl

Then run the tool, and generate the sound files (set LANGUAGE and COUNTRY to your own language):

LANGUAGE=pt
COUNTRY=BR
mkdir -p wav/{digits,letters}
cat for_use_xivo_xivo-prompt_${LANGUAGE}_${COUNTRY}.ini | while IFS='=' read file text ; do
  echo $file
  ./googletts-cli.pl -t "$text" -l ${LANGUAGE}-${COUNTRY} -s 1.4 -r 8000 -o wav/$file.wav
done

Install the prompts on your system:

mv wav /usr/share/asterisk/sounds/${LANGUAGE}_${COUNTRY}

Make your language available in the web interface:

sed -i "s/'nl_NL'/\0, '${LANGUAGE}_${COUNTRY}'/" /usr/share/xivo-web-interface/lib/i18n.inc
systemctl restart spawn-fcgi

Note that this last modification may be erased after running xivo-upgrade.

And that’s it, you can configure a user to use your new language and he will hear the prompts in your language. You may also want to use the xivo-confd HTTP API to mass-update your users.

XiVO Guidelines¶

Inter-process communication¶

Our current goal is to use only two means of communication between XiVO processes:

a REST API over HTTP for synchronous commands
a software bus (RabbitMQ) for asynchronous events

Each component should have its own REST API and its own events and can communicate with every other component from across a network only via those means.

Service API¶

The current xivo-dao Git repository contains the basis of the future services Python API. The API is split between different resources available in XiVO, such as users, groups, schedules… For each resource, there are different modules :

service: the public module, providing possible actions. It contains only business logic and no technical logic. There must be no file name, no SQL queries and no URLs in this module.
dao: the private Data Access Object. It knows where to get data and how to update it, such as SQL queries, file names, URLs, but has no business logic.
model: the public class used to represent the resource. It must be self-contained and have almost no methods, except for computed fields based on other fields in the same object.
notifier: private, it knows to whom and in which format events must be sent.
validator: private, it checks input parameters from the service module.

Definition of XiVO Daemon¶

The goal is to make XiVO as elastic as possible, i.e. the XiVO services need to be able to run on separate machines and still talk to each other.

To be in accordance with our goal, a XiVO daemon must (if applicable):

Offer a REST API (with encryption, authentication and accepting cross-site requests)
Be able to read and send events on a software bus
Be able to run inside a container, such as Docker, and be separated from the XiVO server
Offer a configuration file in YAML format.
Access the XiVO database through the xivo-dao library
Have a configurable level of logging
Have its own log file
Be extendable through the use of plugins
Not run with system privileges
Be installable from source
Service discovery with consul

Currently, none of the XiVO daemons meet these expectations; it is a work in progress.

Network¶

Configuration for daemon¶

Network Flow table (IN) :

Daemon Name	Service	Protocol	Port	Listen	Authentication	Enabled
-	ICMP	ICMP	-	0.0.0.0	no	yes
postfix	SMTP	TCP	25	0.0.0.0	yes	yes
isc-dhcpd	DHCP	UDP	67	0.0.0.0	no	no
isc-dhcpd	DHCP	UDP	68	0.0.0.0	no	no
xivo-provd	TFTP	UDP	69	0.0.0.0	no	yes
ntpd	NTP	UDP	123	0.0.0.0	yes	yes
monit	HTTP	TCP	2812	127.0.0.1	no	yes
asterisk	SIP	UDP	5060	0.0.0.0	yes	yes
asterisk	IAX	UDP	4569	0.0.0.0	yes	yes
asterisk	SCCP	TCP	2000	0.0.0.0	yes	yes
asterisk	AMI	TCP	5038	127.0.0.1	yes	yes
asterisk	HTTP	TCP	5039	127.0.0.1	yes	yes
asterisk	HTTPS	TCP	5040	127.0.0.1	yes	yes
sshd	SSH	TCP	22	0.0.0.0	yes	yes
nginx	HTTP	TCP	80	0.0.0.0	yes	yes
nginx	HTTPS	TCP	443	0.0.0.0	yes	yes
munin	HTTP	TCP	4949	127.0.0.1	no	yes
xivo-ctid	XiVO-CTI/S	TCP	5003	0.0.0.0	yes	yes
postgresql	SQL	TCP	5432	127.0.0.1	yes	yes
rabbitMQ	AMQP	TCP	5672	0.0.0.0	yes	yes
consul	Consul RPC	TCP	8300	127.0.0.1	yes	yes
consul	Consul Serf LAN	TCP/UDP	8301	127.0.0.1	yes	yes
consul	Consul Serf WAN	TCP/UDP	8302	127.0.0.1	yes	yes
consul	Consul HTTPS	TCP	8500	127.0.0.1	both	yes
xivo-provd	HTTP	TCP	8666	127.0.0.1	no	yes
xivo-provd	HTTP	TCP	8667	0.0.0.0	no	yes
xivo-confgend	HTTP	TCP	8669	127.0.0.1	no	yes
xivo-sysconfd	HTTP	TCP	8668	127.0.0.1	no	yes
xivo-confd	HTTPS	TCP	9486	0.0.0.0	yes	yes
xivo-confd	HTTP	TCP	9487	127.0.0.1	no	yes
xivo-dird	HTTPS	TCP	9489	0.0.0.0	yes	yes
xivo-amid	HTTPS	TCP	9491	0.0.0.0	yes	yes
xivo-agentd	HTTPS	TCP	9493	0.0.0.0	yes	yes
xivo-ctid	HTTP	TCP	9495	127.0.0.1	no	yes
xivo-auth	HTTPS	TCP	9497	0.0.0.0	both	yes
xivo-dird-phoned	HTTP	TCP	9498	0.0.0.0	IP filtering	yes
xivo-dird-phoned	HTTPS	TCP	9499	0.0.0.0	IP filtering	yes

Debian packaging for XiVO¶

Adding a package from backports¶

Download the package:

apt-get download name-of-package/jessie-backports

Copy the .deb on to the mirror:

scp name-of-package.deb mirror.xivo.solutions:/tmp

Add package to distribution on mirror:

ssh mirror.xivo.solutions
cd /data/reprepro/xivo
reprepro includedeb xivo-dev /tmp/name-of-package.deb

Profiling Python Programs¶

Profiling CPU/Time Usage¶

Here’s an example on how to profile xivo-ctid for CPU/time usage:

Stop the monit daemon:
```
service monit stop
```
Stop the process you want to profile, i.e. xivo-ctid:
```
service xivo-ctid stop
```
Start the service in foreground mode running with the profiler:
```
python -m cProfile -o test.profile /usr/bin/xivo-ctid -f
```
This will create a file named test.profile when the process terminates.

To profile xivo-confgend, you must use this command instead of the one above:
```
twistd -p test.profile --profiler=cprofile --savestats -no --python=/usr/bin/xivo-confgend
```
Note that profiling multi-threaded program (xivo-agid, xivo-confd) doesn’t work reliably.

The Debugging Daemons section documents how to launch the various XiVO services in foreground/debug mode.

Examine the result of the profiling:

$ python -m pstats test.profile
Welcome to the profile statistics browser.
% sort time
% stats 15
...
% sort cumulative
% stats 15

Measuring Code Coverage¶

Here’s an example on how to measure the code coverage of xivo-ctid.

This can be useful when you suspect a piece of code to be unused and you want to have additional information about it.

Install the following packages:

apt-get install python-pip build-essential python-dev

Install coverage via pip:
```
pip install coverage
```
Run the program in foreground mode with coverage run:
```
service monit stop
service xivo-ctid stop
coverage erase
coverage run /usr/bin/xivo-ctid -f
```
The Debugging Daemons section documents how to launch the various XiVO service in foreground/debug mode.
After the process terminates, use coverage html to generate an HTML coverage report:
```
coverage html --include='*xivo_cti*'
```
This will generate an htlmcov directory in the current directory.
Browse the coverage report.

Either copy the directory onto your computer and open it with a web browser, or start a web server on the XiVO:
```
cd htmlcov
python -m SimpleHTTPServer
```
Then open the page from your computer (i.e. not on the xivo):
```
firefox http://<xivo-hostname>:8000
```

External Links¶

Style Guide¶

Syntax¶

License¶

Python files start with a UTF8 encoding comment and the GPLv3 license. A blank line should separate the license from the imports

Example:

# -*- coding: utf-8 -*-
# Copyright 2016 Avencall
# SPDX-License-Identifier: GPL-3.0+

import argparse

Spacing¶

Lines should not go further than 80 to 100 characters.
In python, indentation blocks use 4 spaces
In PHP, indentation blocks use tabs
Imports should be ordered alphabetically
Separate module imports and from imports with a blank line

Example:

import argparse
import datetime
import os
import re
import shutil
import tempfile

from StringIO import StringIO
from urllib import urlencode

PEP8¶

When possible, use pep8 to validate your code. Generally, the following errors are ignored :

E501 (max 80 chars per line)

Example:

pep8 --ignore=E501 xivo_cti

When possible, avoid using backslashes to separate lines.

Bad Example:

user = session.query(User).filter(User.firstname == firstname)\
                          .filter(User.lastname == lastname)\
                          .filter(User.number == number)\
                          .all()

Good Example:

user = (session.query(User).filter(User.firstname == firstname)
                           .filter(User.lastname == lastname)
                           .filter(User.number == number)
                           .all())

Strings¶

Avoid using the + operator for concatenating strings. Use string interpolation instead.

Bad Example:

phone_interface = "SIP" + "/" + username + "-" + password

Good Example:

phone_interface = "SIP/%s-%s" % (username, password)

Comments¶

Redundant comments should be avoided. Instead, effort should be put on making the code clearer.

Bad Example:

#Add the meeting to the calendar only if it was created on a week day
#(monday to friday)
if meeting.day > 0 and meeting.day < 7:
    calendar.add(meeting)

Good Example:

def created_on_week_day(meeting):
    return meeting.day > 0 and meeting.day < 7

if created_on_week_day(meeting):
    calendar.add(meeting)

Conditions¶

Avoid using parenthesis around if statements, unless the statement expands on multiple lines or you need to nest your conditions.

Bad Examples:

if(x == 3):
    print "condition is true"

if(x == 3 and y == 4):
    print "condition is true"

Good Examples:

if x == 3:
    print "condition is true"

if x == 3 and y == 4:
    print "condition is true"

if (extremely_long_variable == 3
    and another_long_variable == 4
    and yet_another_variable == 5):

    print "condition is true"

if (2 + 3 + 4) - (1 + 1 + 1) == 6:
    print "condition is true"

Consider refactoring your statement into a function if it becomes too long, or the meaning isn’t clear.

Bad Example:

if price * tax - bonus / reduction + fee < money:
    product.pay(money)

Good Example:

def calculate_price(price, tax, bonus, reduction, fee):
    return price * tax - bonus / reduction + fee

final_price = calculate_price(price, tax, bonus, reduction, fee)

if final_price < money:
    product.pay(money)

Naming¶

Class names are in CamelCase

File names are in lower_underscore_case

Conventions for functions prefixed by find:

Return None when nothing is found

Return an object when a single entity is found

Return the first element when multiple entities are found

Example:

def find_by_username(username):
    users = [user1, user2, user3]
    user_search = [user for user in users if user.username == username]

    if len(user_search) == 0:
        return None

    return user_search[0]

Conventions for functions prefixed by get:

Raise an Exception when nothing is found

Return an object when a single entity is found

Return the first element when multiple entities are found

Example:

def get_user(userid):
    users = [user1, user2, user3]
    user_search = [user for user in users if user.userid == userid]

    if len(user_search) == 0:
        raise UserNotFoundError(userid)

    return user_search[0]

Conventions for functions prefixed by find_all:

Return an empty list when nothing is found

Return a list of objects when multiple entites are found

Example:

def find_all_users_by_username(username):
    users = [user1, user2, user3]
    user_search = [user for user in users if user.username == username]

    return user_search

Magic numbers¶

Magic numbers should be avoided. Arbitrary values should be assigned to variables with a clear name

Bad example:

class TestRanking(unittest.TestCase):

    def test_ranking(self):
        rank = Rank(1, 2, 3)

        self.assertEquals(rank.position, 1)
        self.assertEquals(rank.grade, 2)
        self.assertEquals(rank.session, 3)

Good example:

class TestRanking(unittest.TestCase):

    def test_ranking(self):
        position = 1
        grade = 2
        session = 3

        rank = Rank(position, grade, session)

        self.assertEquals(rank.position, position)
        self.assertEquals(rank.grade, grade)
        self.assertEquals(rank.session, session)

Tests¶

Tests for a package are placed in their own folder named “tests” inside the package.

Example:

package1/
__init__.py
mod1.py
tests/
    __init__.py
    test_mod1.py
package2/
__init__.py
mod9.py
tests/
    __init__.py
    test_mod9.py

Unit tests should be short, clear and concise in order to make the test easy to understand. A unit test is separated into 3 sections :

Preconditions / Preparations

Thing to test

Assertions

Sections are separated by a blank line. Sections that become too big should be split into smaller functions.

Example:

class UserTestCase(unittest.TestCase):

    def test_fullname(self):
        user = User(firstname='Bob', lastname='Marley')
        expected = 'Bob Marley'

        fullname = user.fullname()

        self.assertEquals(expected, fullname)

    def _prepare_expected_user(self, firstname, lastname, number):
        user = User()
        user.firstname = firstname
        user.lastname = lastname
        user.number = number

        return user

    def _assert_users_are_equal(expected_user, actual_user):
        self.assertEquals(expected_user.firstname, actual_user.firstname)
        self.assertEquals(expected_user.lastname, actual_user.lastname)
        self.assertEquals(expected_user.number, actual_user.number)

    def test_create_user(self):
        expected = self._prepare_expected_user('Bob', 'Marley', '4185551234')

        user = create_user('Bob', 'Marley', '4185551234')

        self._assert_users_are_equal(expected, user)

Exceptions¶

Exceptions should not be used for flow control. Raise exceptions only for edge cases, or when something that isn’t usually expected happens.

Bad Example:

def is_user_available(user):
    if user.available():
        return True
    else:
        raise Exception("User isn't available")

try:
    is_user_available(user)
except Exception:
    disable_user(user)

Good Example:

def is_user_available(user):
    if user.available():
        return True
    else:
        return False


if not is_user_available(user):
    disable_user(user)

Avoid throwing Exception. Use one of Python’s built-in Exceptions, or create your own custom Exception. A list of exceptions is available on the Python documentation website.

Bad Example:

def get_user(userid):
    user = session.query(User).get(userid)

    if not user:
        raise Exception("User not found")

Good Example:

class UserNotFoundError(LookupError):

    def __init__(self, userid):
        message = "user with id %s not found" % userid
        LookupError.__init__(self, message)

def get_user(userid):
    user = session.query(User).get(userid)

    if not user:
        raise UserNotFoundError(userid)

Never use except: without specifying any exception type. The reason is that it will also catch important exceptions, such as KeyboardInterrupt and OutOfMemory exceptions, making your program unstoppable or continuously failing, instead of stopping when wanted.

Bad Example:

try:
    get_user(user_id)
except:
    logger.exception("There was an error")

Good Example:

try:
    get_user(user_id)
except UserNotFoundError as e:
    logger.error(e.message)
    raise

Translating XiVO¶

French and English are maintained by Avencall. Other languages are provided by the community.

Asterisk and XiVO Prompts¶

Avencall is in contact with several studios for different languages and prompts. The information for those languages are :

French : Super Sonic productions (supersonicprod@wanadoo.fr)
English : Asterisk voice (allison@theasteriskvoice.com)
German : ATS studio
Italian : ATS studio

Prompts transcripts are listed in Transifex (*-prompts). You may translate them there.

The prompts used in XiVO are stored in xivo-sounds git repository. You may also want to generate your own sound files.

XiVO Client¶

All translations are in Transifex (xivo-client). The source language is English. Translations are synchronised with the code before every release.

Web Interface¶

Translations are currently available in French and English. There are no plans to translate the Web interface in other languages.

XiVO Package File Structure¶

Package naming¶

Let’s assume we want to organise the files for xivo-confd.

Git repo name: xivo-confd
Binary file name: xivo-confd
Python package name: xivo_confd

xivo-confd
|-- bin
|   `-- xivo-confd
|-- contribs
|   `-- docker
|       |-- ...
|       `-- prod
|           `-- ...
|-- debian
|   `-- ...
|-- Dockerfile
|-- docs
|   `-- ...
|-- etc
|   `-- ...
|-- integration-tests
|   `-- ...
|-- LICENSE
|-- README.md
|-- requirements.txt
|-- setup.cfg
|-- setup.py
|-- test-requirements.txt
|-- .travis.yml
`-- xivo_confd
    `-- ...

Sources¶

etc/: Contains default configuration files.
docs/: Contains technical documentation for this package: API doc, architecture doc, diagrams, … Should be in RST format using Sphinx.
bin/: Contains the binaries. Not applicable for pure libraries.
integration-tests/: Contains the tests bigger than unit-tests. Tests should be runnable simply, e.g. nosetests integration-tests.
README.md: Read me in markdown (Github flavor).
LICENSE: License (GPLv3)
.travis.yml: Travis CI configuration file

Python¶

Standard files:

setup.py
setup.cfg
requirements.txt
test-requirements.txt
xivo_confd/ (the main sources)

Debian¶

debian/: Contains the Debian packaging files (control, rules, …)

Docker¶

Dockerfile: Used to build a docker image for a working production version
contribs/docker/prod/: Contains the files necessary for running xivo-confd inside a production Docker image
contribs/docker/other/: Contains the Dockerfile and other files to run xivo-confd inside Docker with specific configuration

File naming¶

PID file: /var/run/xivo-confd/xivo-confd.pid
WSGI socket file: /var/run/xivo-confd/xivo-confd.sock
Config file: /etc/xivo-confd/config.yml
Log file: /var/log/xivo-confd.log
Static data files: /usr/share/xivo-confd
Storage data files: /var/lib/xivo-confd

Component specific information:

CTI Server¶

This section describes the informations and tools for CTI Server.

CTI Proxy¶

Here’s how to run the various CTI client-server development/debugging tools. These tools can be found on GitLab, in the XiVO project.

You can get the scripts by using Git:

$ git clone https://gitlab.com/xivo.solutions/xivo-tools.git

General Information¶

Both the ctispy, ctisave and ctistat tools work in a similar way. They both are proxies that need to be inserted between the CTI client and the CTI server message flow.

To do this, you first start the given tool on your development machine, giving it the CTI server hostname as the first argument. You then configure your CTI client to connect to the tool on port 50030 (notice the trailing 0). The tool should then accept the connection from the client, and once this is done, will make a connection to the server, thereby being able to process all the information sent between the client and the server.

In the following examples, we suppose that the CTI server is located on the host named xivo-new.

Tools¶

ctispy¶

ctispy can be used to see the message flow between the client and the server in “real-time”.

The simplest invocation is:

$ cti-proxy/ctispy xivo-new

You can pretty-print the messages if you want by using the --pretty-print option:

$ cti-proxy/ctispy xivo-new --pretty-print

By default, each message is displayed separately even though more than one message can be in a single TCP packet. You can also use the --raw option if you want to see the raw traffic between the client and the server:

$ cti-proxy/ctispy xivo-new --raw

Note that when using the --raw option, some other option doesn’t work because the messages are not decoded/analyzed.

If you want to remove some fields from the messages, you can use the --strip option:

$ cti-proxy/ctispy xivo-new --strip timenow --strip commandid --strip replyid

If you want to see only messages matching a certain key and value, use the --include option:

$ cti-proxy/ctispy xivo-new --include class=getlist

Finally, you can ignore all the messages from the client or the server by using the --no-client or --no-server option respectively.

By default, ctispy will exit after the connection with the client is closed. You can bypass this behavior with the --loop option, that will make the CTI proxy continue, whether the client is connected or not.

ctisave¶

ctisave save the messages from the client and the server in two separate files. This is useful to do more careful post-analysis.

The simplest invocation is:

$ cti-proxy/ctisave xivo-new /tmp/cti-client /tmp/cti-server

To do comparison, it’s often useful to strip some fields:

$ cti-proxy/ctisave xivo-new /tmp/cti-client /tmp/cti-server --strip timenow
--strip commandid --strip replyid

One useful thing to do with files generated from different ctisave invocation is to compare them with a tool like vimdiff, for example:

ctistat¶

ctistat display various statistic about a CTI “session” when it ends.

The simplest invocation is:

$ cti-proxy/ctistat xivo-new

CTI Protocol¶

Protocol Changelog¶

The versions below indicate the xivo version followed by the protocol version.

Warning

The CTI server protocol is subject to change without any prior warning. If you are using this protocol in your own tools please be sure to check that the protocol did not change before upgrading XiVO

16.11 - 2.2¶

the user_id field has been added back to the User status update

16.09 - 2.2¶

the Register user status update now uses the user_uuid instead of the user_id
the User status update now uses the user_uuid instead of the user_id

16.04 - 2.1¶

the Chitchat command to and from fields are now a list of two strings, xivo_uuid and user_uuid.

16.01 - 2.0¶

the lastconnswins field has been removed from the Login capas command
the loginkind field has been removed from the Login capas command
the ipbxcommands and regcommands capakinds have been removed from Login capas command
the Login password command has been modified. The hashedpassword has been replaced by the password field which is now sent verbatim.

15.20 - 1.2¶

the STARTTLS command has been added

15.19 - 1.2¶

the Chitchat command to field is now a list of two elements, xivo_uuid and user_id.
the getlist command has been removed for the channels listname.
many fields have been removed from the getlist command.
- users list
  - enableclient
  - profileclient
- phones
  - context
  - protocol
  - simultcalls
  - channels
- voicemails
  - email
  - fullname
  - old
  - waiting
- agents
  - phonenumber
some ipbxcommands have been removed:
- mailboxcount
- atxfer
- transfer
- hangup
- originate

15.18 - 1.2¶

add the Attended transfer to voicemail command
add the Blind transfer to voicemail command
the Send fax command now include the size and data field.
the filetransfer command has been removed.

15.16 - 1.2¶

the Get relations command was added.
the Relations message was added.

15.14 - 1.2¶

the people_purge_personal_contacts message was added.
the people_personal_contacts_purged message was added.
the people_personal_contact_raw message was added.
the people_personal_contact_raw_result message was added.
the people_edit_personal_contact message was added.
the people_personal_contact_raw_update message was added.
the people_import_personal_contacts_csv message was added.
the people_import_personal_contacts_csv_result message was added.
the people_export_personal_contacts_csv message was added.
the people_export_personal_contacts_csv_result message was added.
for messages people_personal_contact_deleted and people_favorite_update there are no longer data sub-key.

15.13 - 1.2¶

for channel status update message:
- the value of commstatus have been changed from linked-caller and linked-called to linked.
- the key direction have been removed.
- the key talkingto_kind have been removed.
the people_personal_contacts message was added.
the people_personal_contacts_result message was added.
the people_create_personal_contact message was added.
the people_personal_contact_created message was added.
the people_delete_personal_contact message was added.
the people_personal_contact_deleted message was added.

15.12 - 1.2¶

people_search_result has a new key in relations: source_entry_id
the people_favorites message was added.
the people_favorites_result message was added.
the people_set_favorite message was added.
the people_favorite_update message was added.

15.11 - 1.2¶

the fax_progress message was added.

15.09 - 1.2¶

for messages of class history the client cannot request by mode anymore. The server returns all calls and the mode is now metadata for each call.

14.24 - 1.2¶

for messages of class ipbxcommand, the command record and sipnotify have been removed.
the logfromclient message has been removed

14.22 - 1.2¶

for messages of class faxsend, the steps file_decoded and file_converted have been removed.

14.06 - 1.2¶

the dial_success message was added

14.05 - 1.2¶

the unhold_switchboard command was renamed resume_switchboard.

13.22 - 1.2¶

the actionfiche message was renamed call_form_result.

13.17 - 1.2¶

for messages of class login_capas from server to client: the key presence has been removed.

13.14 - 1.2¶

for messages of class getlist, list agents and function updatestatus: the key availability in the status object/dictionary has changed values:
- deleted values: on_call_non_acd_incoming and on_call_non_acd_outgoing
- added values: * on_call_non_acd_incoming_internal * on_call_non_acd_incoming_external * on_call_non_acd_outgoing_internal * on_call_non_acd_outgoing_external

13.12 - 1.2¶

for messages of class getlist, list agents and function updatestatus: the key availability in the status object/dictionary has changed values:
- deleted value: on_call_non_acd
- added values: on_call_non_acd_incoming and on_call_non_acd_outgoing

13.10 - 1.2¶

for messages of class getlist and function updateconfig, the config object/dictionary does not have a rules_order key anymore.

Commands¶

Objects have the format: “<type>:<xivoid>/<typeid>”

<type> can take any of the following values: user, agent, queue, phone, group, meetme, …
<xivoid> indicates on which server the object is defined
<typeid> is the object id, type dependant

e.g.: user:xivo-test/5 I’m looking for the user that has the ID 5 on the xivo-test server.

Here is a non exaustive list of types:

exten
user
vm_consult
voicemail

Agent¶

Login agent¶

Client -> Server

{"agentphonenumber": "1000", "class": "ipbxcommand", "command": "agentlogin", "commandid": 733366597}

agentphonenumber is the physical phone set where the agent is going to log on.

Server > Client

Login successfull :

{"function": "updateconfig",
 "listname": "queuemembers",
 "tipbxid": "xivo",
 "timenow": 1362664323.94,
 "tid": "Agent/2002,blue",
 "config": {"paused": "0",
            "penalty": "0",
            "membership": "static",
            "status": "1",
            "lastcall": "",
            "interface": "Agent/2002",
            "queue_name": "blue",
            "callstaken": "0"},
 "class": "getlist"}

{"function": "updatestatus",
 "listname": "agents",
 "tipbxid": "xivo",
 "timenow": 1362664323.94,
 "status": {"availability_since": 1362664323.94,
            "queues": [],
            "on_call": false,
            "availability": "available",
            "channel": null},
   "tid": 7,
   "class": "getlist"}

The phone number is already used by an other agent :

{"class": "ipbxcommand", "error_string": "agent_login_exten_in_use", "timenow": 1362664158.14}

Logout agent¶

Client -> Server

{"class": "ipbxcommand", "command": "agentlogout", "commandid": 552759274}

Pause¶

On all queues

Client -> Server

{"class": "ipbxcommand", "command": "queuepause", "commandid": 859140432, "member": "agent:xivo/1", "queue": "queue:xivo/all"}

Un pause agent¶

On all queues

Client -> Server

{"class": "ipbxcommand", "command": "queueunpause", "commandid": 822604987, "member": "agent:xivo/1", "queue": "queue:xivo/all"}

Add an agent in a queue¶

Client -> Server

{"class": "ipbxcommand", "command": "queueadd", "commandid": 542766213, "member": "agent:xivo/3", "queue": "queue:xivo/2"}

Remove an agent from a queue¶

Client -> Server

{"class": "ipbxcommand", "command": "queueremove", "commandid": 742480296, "member": "agent:xivo/3", "queue": "queue:xivo/2"}

Listen to an agent¶

Client -> Server

{"class": "ipbxcommand", "command": "listen", "commandid": 1423579492, "destination": "xivo/1", "subcommand": "start"}

Configuration¶

The following messages are used to retrieve XiVO configuration.

Common fields¶

class : getlist
function : listid
commandid
tipbxid
listname : Name of the list to be retreived : users, phones, agents, queues, voicemails, queuemembers

{
   "class": "getlist",
   "commandid": 489035169,
   "function": "listid",
   "tipbxid": "xivo",
   "listname": "........."
}

Users configuration¶

Return a list of configured user id’s

Client -> Server

{"class": "getlist", "commandid": 489035169, "function": "listid", "listname": "users", "tipbxid": "xivo"}

Server -> Client

{
   "class": "getlist",
   "function": "listid", "listname": "users",
   "list": ["11", "12", "14", "17", "1", "3", "2", "4", "9"],
   "tipbxid": "xivo","timenow": 1362735061.17
   }

User configuration¶

Return a user configuration

tid is the userid returned by Users configuration message

Client -> Server

{
  "class": "getlist",
  "function": "updateconfig",
  "listname": "users",
  "tid": "17",
  "tpbxid": "xivo",  "commandid": 5}

Server -> Client

{
   "class": "getlist",
   "function": "updateconfig",
   "listname": "users",
   "tid": "17",
   "tipbxid": "xivo",
   "timenow": 1362741166.4,
   "config": {
         "enablednd": 0, "destrna": "", "enablerna": 0,  "enableunc": 0, "destunc": "", "destbusy": "", "enablebusy": 0, "enablexfer": 1,
         "firstname": "Alice",  "lastname": "Bouzat", "fullname": "Alice Bouzat",
         "voicemailid": null, "incallfilter": 0,  "enablevoicemail": 0,   "agentid": 2, "linelist": ["7"], "mobilephonenumber": ""}
    }

Phones configuration¶

Client -> Server

{"class": "getlist", "commandid": 495252308, "function": "listid", "listname": "phones", "tipbxid": "xivo"}

Server > Client

{"class": "getlist", "function": "listid", "list": ["1", "3", "2", "5", "14", "7", "6", "9", "8"],
   "listname": "phones", "timenow": 1364994093.38, "tipbxid": "xivo"}

Individual phone configuration request:

{"class": "getlist", "commandid": 704096693, "function": "updateconfig", "listname": "phones", "tid": "3", "tipbxid": "xivo"}

Server > Client

{"class": "getlist",
   "config": {"allowtransfer": null, "identity": "SIP/ihvbur", "iduserfeatures": 1,
                  "initialized": null, "number": "1000"},
   "function": "updateconfig", "listname": "phones", "tid": "3", "timenow": 1364994093.43, "tipbxid": "xivo"}

Agents configuration¶

Client -> Server

{"class": "getlist", "commandid": 1431355191, "function": "listid", "listname": "agents", "tipbxid": "xivo"}

Queues configuration¶

Client -> Server

{"class": "getlist", "commandid": 719950939, "function": "listid", "listname": "queues", "tipbxid": "xivo"}

Server -> Client

{"function": "listid", "listname": "queues", "tipbxid": "xivo",
      "list": ["1", "10", "3", "2", "5", "4", "7", "6", "9", "8"], "timenow": 1382704649.64, "class": "getlist"}

Queue configuration¶

tid is the id returned in the list field of the getlist response message

Client -> Server

{"commandid":7,"class":"getlist","tid":"3","tipbxid":"xivo","function":"updateconfig","listname":"queues"}

Server -> Client

{
 "function": "updateconfig", "listname": "queues", "tipbxid": "xivo", "timenow": 1382704649.69, "tid": "3",
   "config":
      {"displayname": "red", "name": "red", "context": "default", "number": "3002"},
 "class": "getlist"}

Voicemails configuration¶

Client -> Server

{"class": "getlist", "commandid": 1034160761, "function": "listid", "listname": "voicemails", "tipbxid": "xivo"}

Queue members configuration¶

Client -> Server

{"class": "getlist", "commandid": 964899043, "function": "listid", "listname": "queuemembers", "tipbxid": "xivo"}

Server -> Client

{"function": "listid", "listname": "queuemembers", "tipbxid": "xivo",
   "list": ["Agent/2501,blue", "Agent/2500,yellow", "Agent/2002,yellow", "Agent/2003,__switchboard",
            "Agent/2003,blue", "Agent/108,blue", "Agent/2002,blue"],
   "timenow": 1382717016.23,
   "class": "getlist"}

Fax¶

Send fax¶

Client -> Server

{"class": "faxsend",
 "filename": "contract.pdf",
 "destination", 41400,
 "size": 100000,
 "data": "<base64 of the fax content>"}

Fax status¶

Server -> Client

pages: number of pages sent (NULL if FAILED)
status
- FAILED: Failed to send fax.
- PRESENDFAX: Fax number exist and converting pdf->tiff has been done.
- SUCCESS: Fax sent with success.

{"class": "fax_progress", "status": "SUCCESS", "pages": 2 }

Call control commands¶

Dial¶

destination can be any number
destination can be a pseudo URL of the form “type:ibpx/id”

Client -> Server

{
   "class": "ipbxcommand",
   "command": "dial",
   "commandid": <commandid>,
   "destination": "exten:xivo/<extension>"
}

For example :

{
    "class": "ipbxcommand",
    "command": "dial",
    "commandid": 1683305913,
    "destination": "exten:xivo/1202"
}

The server will answer with either an error or a success:

{
    "class": "ipbxcommand",
    "error_string": "unreachable_extension:1202",
}

{
    "class": "dial_success",
    "exten": "1202"
}

Attended transfer to voicemail¶

Transfer the current call to a given voicemail and listen to the message before completing the transfer.

Client -> Server

{
    "class": "attended_transfer_voicemail",
    "voicemail": "<voicemail number>"
}

Login¶

Once the network is connected at the socket level, the login process requires three steps. If one of these steps is omitted, the connection is reset by the cti server.

login_id, the username is sent as a login to the cti server, cti server answers by giving a sessionid
login_pass, the password is sent to the cti server, cti server answers by giving a capaid
login_capas, the capaid is returned to the server with the user’s availability, cti server answers with a list of info relevant to the user

{
"commandid": <commandid>,
"class": "login_id",
}

class: defined what class of command use.
commandid : a unique integer number.

Login ID¶

Client -> Server

{
"class": "login_id",
"commandid": 1092130023,
"company": "default",
"ident": "X11-LE-24079",
"lastlogout-datetime": "2013-02-19T11:13:36",
"lastlogout-stopper": "disconnect",
"userlogin": <userlogin>,
"xivoversion": "<cti protocol version>"
}

Server -> Client

{
    "class": "login_id",
    "sessionid": "21UaGDfst7",
    "timenow": 1361268824.64,
    "xivoversion": "<cti protocol version>"
}

Note

sessionid is used to calculate the hashed password in next step

Login password¶

Client -> Server

{
    "class": "login_pass",
    "password": "secret",
    "commandid": <commandid>
}

Server -> Client

{
    "capalist": [
        2
    ],
    "class": "login_pass",
    "replyid": 1646064863,
    "timenow": 1361268824.68
}

If no CTI profile is defined on XiVO for this user, the following message will be sent:

{
    "error_string": "capaid_undefined",
    "class": "login_pass",
    "replyid": 1646064863,
    "timenow": 1361268824.68
}

Note

the first element of the capalist is used in the next step login_capas

Login capas¶

Client -> Server

{
"capaid": 3,
"commandid": <commandid>,
"state": "available",
"class": "login_capas"
}

Server -> Client

First message, describes all the capabilities of the client, configured at the server level

presence : actual presence of the user
userid : the user id, can be used as a reference
capas
- userstatus : a list of available statuses
  
  status name
  
  color
  
  selectionnable status from this status
  
  default action to be done when this status is selected
  
  long name
- services : list of availble services
- phonestatus : list of available phonestatuses with default colors and descriptive names
- capaxlets : List of xlets configured for this profile
- appliname

{
   "class": "login_capas"
   "presence": "available",
   "userid": "3",
   "ipbxid": "xivo",
   "timenow": 1361440830.99,
   "replyid": 3,
   "capas": {
            "preferences": false,
            "userstatus": {
                        "available": { "color": "#08FD20",
                                       "allowed": ["available", "away", "outtolunch", "donotdisturb", "berightback"],
                                       "actions": {"enablednd": "false"}, "longname": "Disponible"
                                      },
                        "berightback": {  "color": "#FFB545",
                                          "allowed": ["available", "away", "outtolunch", "donotdisturb", "berightback"],
                                          "actions": {"enablednd": "false"}, "longname": "Bient\u00f4t de retour"
                                        },
                        "disconnected": { "color": "#202020",
                                          "actions": {"agentlogoff": ""}, "longname": "D\u00e9connect\u00e9"
                                        },
                       /* a list of other status depends on the cti server configuration */
            },
         "services": ["fwdrna", "fwdbusy", "fwdunc", "enablednd"],
         "phonestatus": {
                           "16": {"color": "#F7FF05", "longname": "En Attente"},
                           "1":  {"color": "#FF032D", "longname": "En ligne OU appelle"},
                           "0":  {"color": "#0DFF25", "longname": "Disponible"},
                           "2":  {"color": "#FF0008", "longname": "Occup\u00e9"},
                           "-1": {"color": "#000000", "longname": "D\u00e9sactiv\u00e9"},
                           "4":  {"color": "#FFFFFF", "longname": "Indisponible"},
                           "-2": {"color": "#030303", "longname": "Inexistant"},
                           "9":  {"color": "#FF0526", "longname": "(En Ligne OU Appelle) ET Sonne"},
                           "8":  {"color": "#1B0AFF", "longname": "Sonne"}
                        }
      },
   "capaxlets": [["identity", "grid"], ["search", "tab"], ["customerinfo", "tab", "1"], ["fax", "tab", "2"], ["dial", "grid", "2"], ["tabber", "grid", "3"], ["history", "tab", "3"], ["remotedirectory", "tab", "4"], ["features", "tab", "5"], ["people", "tab", "6"], ["conference", "tab", "7"]],
   "appliname": "Client",
}

Second message describes the current user configuration

{
   "function": "updateconfig",
   "listname": "users",
   "tipbxid": "xivo",
   "timenow": 1361440830.99,
   "tid": "3",
   "config": {"enablednd": false},
   "class": "getlist"
}

Third message describes the current user status

{
   "function": "updatestatus",
   "listname": "users",
   "status": {"availstate": "available"},
   "tipbxid": "xivo",
   "tid": "3",
   "class": "getlist",
   "timenow": 1361440830.99
}

Others¶

call_form_result¶

This message is received when a call form is submitted from a client to the XiVO.

Client -> Server

{
    "class": "call_form_result",
    "commandid": <commandid>,
    "infos": {"buttonname": "saveandclose",
              "variables": {"XIVOFORM_varname1": "value1",
                            "XIVOFORM_varname2": "value2"}}
}

History¶

size : Size of the list to be sent by the server

Client -> Server

{
   "class": "history",
   "commandid": <commandid>
   "size": "8",
   "xuserid": "<xivoid>/<userfeaturesid>",
}

Server > Client

Send back a table of calls :

duration in seconds
extension: caller/destination extension
fullname: caller ID name
mode
- 0 : sent calls
- 1 : received calls
- 2 : missed calls

{
   "class": "history",
   "history": [
      {"calldate": "2013-03-29T08:44:35.273998",
       "duration": 30.148765,
       "extension": "*844201",
       "fullname": "Alice Wonderland",
       "mode": 0},
      {"calldate": "2013-03-28T16:56:48.071213",
       "duration": 58.134744,
       "extension": "41400",
       "fullname": "41400"}
       "mode": 1},
   ],
   "replyid": 529422441,
   "timenow": 1364571477.33
}

Chitchat¶

Client > Server

{
   "class": "chitchat",
   "alias": "Alice",
   "text": "Lorem ipsum dolor sit amet, consectetur adipiscing elit. Suspendisse venenatis velit nibh, ac condimentum felis rutrum id.",
   "to": [<xivo_uuid>, <user_uuid>],
   "commandid": <commandid>
}

Server > Client

The following message is received by the remote XiVO client

{
    "class": "chitchat",
    "from": [<xivo_uuid>, <user_uuid>],
    "to": [<xivo_uuid>, <user_uuid>]
    "alias": "Alice",
    "text": "Lorem ipsum dolor sit amet, consectetur adipiscing elit. Suspendisse venenatis velit nibh, ac condimentum felis rutrum id.",
}

Directory¶

Request directory information, names matching pattern ignore case.

Client -> Server

{
   "class": "directory",
   "commandid": 1079140548,
   "pattern": "pau"
}

Server > Client

{
   "class": "directory",
   "headers": ["Nom", "Num\u00e9ro", "Mobile", "Autre num\u00e9ro", "E-mail", "Fonction", "Site", "Source"],
   "replyid": 1079140548,
   "resultlist": ["Claire Mapaurtal;;+33644558899;31256;cmapaurtal@societe.com;;;",
                  "Paul Salvadier;+33445236988;+33678521430;31406;psalvadier@societe.com;;;"],
   "status": "ok",
   "timenow": 1378798928.26
}

parking

keepalive

availstate

getipbxlist

{
    "class": "getipbxlist",
    "commandid": <commandid>
}

People¶

Get relations¶

This command will trigger a Relations message.

Client -> Server

{
    "class": "get_relations"
}

People headers¶

Client -> Server

{
  "class": "people_headers",
}

Server -> Client

{
  "class": "people_headers_result",
  "column_headers": ["Status", "Name", "Number"],
  "column_types": [null, null, "number"],
}

People Search¶

Client -> Server

{
  "class": "people_search",
  "pattern": <pattern>,
}

Server -> Client

{
  "class": "people_search_result",
  "term": "Bob",
  "column_headers": ["Firstname", "Lastname", "Phone number", "Mobile", "Fax", "Email", "Agent"],
  "column_types": [null, "name", "number_office", "number_mobile", "fax", "email", "relation_agent"],
  "results": [
    {
      "column_values": ["Bob", "Marley", "5555555", "5556666", "5553333", "mail@example.com", null],
      "relations": {
        "agent_id": null,
        "user_id": null,
        "endpoint_id": null,
        "source_entry_id": null
      },
      "source": "my_ldap_directory"
    }, {
      "column_values": ["Charlie", "Boblin", "5555556", "5554444", "5552222", "mail2@example.com", null],
      "relations": {
        "agent_id": 12,
        "user_id": 34,
        "endpoint_id": 56,
        "source_entry_id": "34"
      },
      "source": "internal"
    }
  ]
}

Relations¶

This message can currently only be received as a response to the Get relations command.

The xivo_uuid is the id of the server
The user_id is the id of the current user.
The endpoint_id is the id of the line of the current user or null.
The agent_id is the id of the agent of the current user or null.

Server -> Client

{
    "class": "relations",
    "data": {"xivo_uuid": <the xivo uuid>,
             "user_id": <the user id>,
             "endpoint_id": <the endpoint id>,
             "agent_id": <the agent id>}
}

Favorites list¶

Client -> Server

{
  "class": "people_favorites",
}

Server -> Client

{
  "class": "people_favorites_result",
  "column_headers": ["Firstname", "Lastname", "Phone number", "Mobile", "Fax", "Email", "Agent", "Favorites"],
  "column_types": [null, "name", "number_office", "number_mobile", "fax", "email", "relation_agent", "favorite"],
  "results": [
    {
      "column_values": ["Bob", "Marley", "5555555", "5556666", "5553333", "mail@example.com", null, true],
      "relations": {
        "agent_id": null,
        "user_id": null,
        "endpoint_id": null,
        "source_entry_id": "55"
      },
      "source": "my_ldap_directory"
    }, {
      "column_values": ["Charlie", "Boblin", "5555556", "5554444", "5552222", "mail2@example.com", null, true],
      "relations": {
        "agent_id": 12,
        "user_id": 34,
        "endpoint_id": 56,
        "source_entry_id": "34"
      },
      "source": "internal"
    }
  ]
}

Set favorite¶

Client -> Server

{
  "class": "people_set_favorite",
  "source": "my_ldap_directory"
  "source_entry_id": "55"
  "favorite": true
}

Server -> Client

{
  "class": "people_favorite_update",
  "source": "my_ldap_directory"
  "source_entry_id": "55"
  "favorite": true
}

STARTTLS¶

The STARTTLS command is used to upgrade a connection to use SSL. Once connected, the server send a starttls offer to the client which can reply with a starttls message including the status field. The server will then send a starttls message back to the client with the same status and start the handshake if the status is true.

Server -> Client

{
    "class": "starttls"
}

Client -> Server -> Client

{
    "class": "starttls",
    "status": true
}

Note

a client which does not reply to the starttls offer will keep it’s unencrypted connection.

Personal contacts list¶

Client -> Server

{
  "class": "people_personal_contacts"
}

Server -> Client

{
  "class": "people_personal_contacts_result",
  "column_headers": ["Firstname", "Lastname", "Phone number", "Mobile", "Fax", "Email", "Agent", "Favorites", "Personal"],
  "column_types": [null, "name", "number_office", "number_mobile", "fax", "email", "relation_agent", "favorite", "personal"],
  "results": [
    {
      "column_values": ["Bob", "Marley", "5555555", "5556666", "5553333", "mail@example.com", null, false, true],
      "relations": {
        "agent_id": null,
        "user_id": null,
        "endpoint_id": null,
        "source_entry_id": "abcd-12"
      },
      "source": "personal"
    }, {
      "column_values": ["Charlie", "Boblin", "5555556", "5554444", "5552222", "mail2@example.com", null, false, true],
      "relations": {
        "agent_id": null,
        "user_id": null,
        "endpoint_id": null,
        "source_entry_id": "efgh-34"
      },
      "source": "personal"
    }
  ]
}

Personal contact purge¶

Client -> Server

{
  "class": "people_purge_personal_contacts",
}

Server -> Client

{
  "class": "people_personal_contacts_purged",
}

Personal contact raw¶

Client -> Server

{
  "class": "people_personal_contact_raw",
  "source": "personal",
  "source_entry_id": "abcd-1234"
}

Server -> Client

{
  "class": "people_personal_contact_raw_result",
  "source": "personal",
  "source_entry_id": "abcd-1234",
  "contact_infos": {
      "firstname": "Bob",
      "lastname": "Wonderland"
      ...
  }
}

Create personal contact¶

Client -> Server

{
  "class": "people_create_personal_contact",
  "contact_infos": {
      "firstname": "Bob",
      "lastname": "Wonderland",
      ...
  }
}

Server -> Client

{
  "class": "people_personal_contact_created"
}

Delete personal contact¶

Client -> Server

{
  "class": "people_delete_personal_contact",
  "source": "personal",
  "source_entry_id": "abcd-1234"
}

Server -> Client

{
  "class": "people_personal_contact_deleted",
  "source": "personal",
  "source_entry_id": "abcd-1234"
}

Edit personal contact¶

Client -> Server

{
  "class": "people_edit_personal_contact",
  "source": "personal",
  "source_entry_id": "abcd-1234",
  "contact_infos": {
      "firstname": "Bob",
      "lastname": "Wonderland",
      ...
  }
}

Server -> Client

{
  "class": "people_personal_contact_raw_update",
  "source": "personal",
  "source_entry_id": "abcd-1234"
}

Import personal contacts¶

Client -> Server

{
  "class": "people_import_personal_contacts_csv",
  "csv_contacts": "firstname,lastname\r\nBob,the Builder\r\n,Alice,Wonderland\r\n,BobMissingFields\r\n"
}

Server -> Client

{
  "class": "people_import_personal_contacts_csv_result",
  "created_count": 2,
  "failed": [
      {
          "line": 3,
          "errors": [
              "missing fields"
              ]
      }

  ]
}

Export personal contacts¶

Client -> Server

{
  "class": "people_export_personal_contacts_csv",
}

Server -> Client

{
  "class": "people_export_personal_contacts_csv_result",
  "csv_contacts": "firstname,lastname\r\nBob,the Builder\r\n,Alice,Wonderland\r\n"
}

Service¶

class : featuresput

Call Filtering¶

function : incallfilter
value : true, false activate deactivate filtering

Client -> Server

{"class": "featuresput", "commandid": 1326845972, "function": "incallfilter", "value": true}

Server > Client

{
   "class": "getlist",
   "config": {"incallfilter": true},
   "function": "updateconfig",
   "listname": "users",
   "tid": "2",
   "timenow": 1361456398.52, "tipbxid": "xivo"  }

DND¶

function : enablednd
value : true, false activate deactivate DND

Client -> Server

{"class": "featuresput", "commandid": 1088978942, "function": "enablednd", "value": true}

Server > Client

{
   "class": "getlist",
   "config": {"enablednd": true},
   "function": "updateconfig",
   "listname": "users",
   "tid": "2",
   "timenow": 1361456614.55, "tipbxid": "xivo"}

Recording¶

function : enablerecording
value : true, false

Activate / deactivate recording for a user, extension call recording has to be activated : Services->IPBX->IPBX services->Extension

Client -> Server

{"class": "featuresput", "commandid": 1088978942, "function": "enablerecording", "value": true, "target" : "7" }

Server > Client

{
   "class": "getlist",
   "config": {"enablerecording": true},
   "function": "updateconfig",
   "listname": "users",
   "tid": "7",
   "timenow": 1361456614.55, "tipbxid": "xivo"}

Unconditional Forward¶

Forward the call at any time, call does not reach the user

function : fwd

Client -> Server

{
   "class": "featuresput", "commandid": 2082138822, "function": "fwd",
   "value": {"destunc": "1002", "enableunc": true}
}

Server > Client

{
   "class": "getlist",
   "config": {"destunc": "1002", "enableunc": true},
   "function": "updateconfig",
   "listname": "users",
   "tid": "2",
   "timenow": 1361456777.98, "tipbxid": "xivo"}

Forward On No Answer¶

Forward the call to another destination if the user does not answer

function : fwd

Client -> Server

{
   "class": "featuresput", "commandid": 1705419982, "function": "fwd",
   "value": {"destrna": "1003", "enablerna": true}
   }

Server > Client

{
   "class": "getlist",
   "config": {"destrna": "1003", "enablerna": true},
   "function": "updateconfig",
   "listname": "users",
   "tid": "2",
   "timenow": 1361456966.89, "tipbxid": "xivo" }

Forward On Busy¶

Forward the call to another destination when the user is busy

function : fwd

Client -> Server

{
   "class": "featuresput", "commandid": 568274890, "function": "fwd",
   "value": {"destbusy": "1009", "enablebusy": true}
   }

Server > Client

{
   "class": "getlist",
   "config": {"destbusy": "1009", "enablebusy": true},
   "function": "updateconfig",
   "listname": "users",
   "tid": "2",
   "timenow": 1361457163.77, "tipbxid": "xivo"
   }

Statistics¶

Get queues stats¶

When statistic update is enable by sending message Subscribe to queues stats.

The first element of the message is the queue id

{"stats": {"10": {"Xivo-LoggedAgents": 0}},
   "class": "getqueuesstats", "timenow": 1384509582.88}
{"stats": {"1": {"Xivo-WaitingCalls": 0}},
   "class": "getqueuesstats", "timenow": 1384509582.89}
{"stats": {"1": {"Xivo-TalkingAgents": "0", "Xivo-AvailableAgents": "1", "Xivo-EWT": "6"}},
   "class": "getqueuesstats", "timenow": 1384512350.25}

Status¶

These messages can also be received without any request as unsolicited messages.

User status¶

User status is to manage user presence

Request user status update

Client -> Server

{"class": "getlist", "commandid": 107712156,
   "function": "updatestatus",
   "listname": "users",
   "tid": "14", "tipbxid": "xivo"}

Server > Client

{"class": "getlist",
   "function": "updatestatus",
   "listname": "users",
   "status": {"availstate": "outtolunch", "connection": "yes"},
         "tid": "1", "timenow": 1364994093.48, "tipbxid": "xivo"}

Change User status

Client -> Server

{"availstate": "away",
    "class": "availstate",
    "commandid": 1946092392,
    "ipbxid": "xivo",
        "userid": "1"}

Server > Client

{"class": "getlist",
    "function": "updatestatus",
    "listname": "users",
    "status": {"availstate": "away"},
    "tid": "1", "timenow": 1370523352.6, "tipbxid": "xivo"}

Phone status¶

tid is the line id, found in linelist from message User configuration

Client -> Server

{"class": "getlist", "commandid": 107712156,
   "function": "updatestatus",
   "listname": "phones", "tid": "8", "tipbxid": "xivo"}

Server > Client

{"class": "getlist",
 "function": "updatestatus",
 "listname": "phones",
 "status": {"hintstatus": "0"},
 "tid": "1",
 "timenow": 1364994093.48,
 "tipbxid": "xivo"}

Queue status¶

Client -> Server

{"commandid":17,"class":"getlist","tid":"8","tipbxid":"xivo","function":"updatestatus","listname":"queues"}

Server > Client

{"function": "updatestatus", "listname": "queues", "tipbxid": "xivo", "timenow": 1382710430.54,
   "status": {"agentmembers": ["1","5"], "phonemembers": ["8"]},
   "tid": "8", "class": "getlist"}

Agent status¶

tid is the agent id.

Client -> Server

{"class": "getlist",
 "commandid": <random_integer>,
 "function": "updatestatus",
 "listname": "agents",
 "tid": "635",
 "tipbxid": "xivo"}

Server > Client

{"class": "getlist",
 "listname": "agents",
 "function": "updatestatus",
 "tipbxid": "xivo",
 "tid": 635,
 "status": {
     "availability": "logged_out",
      "availability_since": 1370868774.74,
      "channel": null,
      "groups": [],
      "on_call_acd": false,
      "on_call_nonacd": false,
      "on_wrapup": false,
      "phonenumber": null,
      "queues": [
          "113"
      ]
  }}

availability can take the values:
- logged_out
- available
- unavailable
- on_call_nonacd_incoming_internal
- on_call_nonacd_incoming_external
- on_call_nonacd_outgoing_internal
- on_call_nonacd_outgoing_external
availability_since is the timestamp of the last availability change
queues is the list of queue ids from which the agent receives calls

Switchboard¶

Answer¶

This allows the switchboard operator to answer an incoming call or unhold a call on-hold.

{"class": "answer", "uniqueid": "12345667.89"}

Unsolicited Messages¶

These messages are received whenever one of the following corresponding event occurs: sheet message on incoming calls, or updatestatus when a phone status changes.

Sheet¶

This message is received to display customer information if configured at the server side

{
   "timenow": 1361444639.61,
   "class": "sheet",
   "compressed": true,
   "serial": "xml",
   "payload": "AAADnnicndPBToNAEAbgV1n3XgFN1AP...................",
   "channel": "SIP/e6fhff-00000007"
}

How to decode payload :

>>> b64content = base64.b64decode(<payload content>)
>>> # 4 first cars are the encoded lenght of the xml string (in Big Endian format)
>>> xmllen = struck.unpack('>I',b64content[0:4])
>>> # the rest is a compressed xml string
>>> xmlcontent = zlib.decompress(toto[4:])
>>> print xmlcontent

<?xml version="1.0" encoding="utf-8"?>
   <profile>
      <user>
         <internal name="ipbxid"><![CDATA[xivo]]></internal>
         <internal name="where"><![CDATA[dial]]></internal>
         <internal name="channel"><![CDATA[SIP/barometrix_jyldev-00000009]]></internal>
         <internal name="focus"><![CDATA[no]]></internal>
         <internal name="zip"><![CDATA[1]]></internal>
         <sheet_qtui order="0010" name="qtui" type="None"><![CDATA[]]></sheet_qtui>
         <sheet_info order="0010" name="Nom" type="title"><![CDATA[0230210083]]></sheet_info>
         <sheet_info order="0030" name="Origine" type="text"><![CDATA[extern]]></sheet_info>
         <sheet_info order="0020" name="Num\xc3\xa9ro" type="text"><![CDATA[0230210083]]></sheet_info>
         <systray_info order="0010" name="Nom" type="title"><![CDATA[Maric\xc3\xa9 Sapr\xc3\xaftch\xc3\xa0]]></systray_info>
         <systray_info order="0030" name="Origine" type="body"><![CDATA[extern]]></systray_info>
         <systray_info order="0020" name="Num\xc3\xa9ro" type="body"><![CDATA[0230210083]]></systray_info>
      </user>
   </profile>

The xml file content is defined by the following xsd file: xivo-javactilib/src/main/xsd/sheet.xsd (online version)

Phone status update¶

Received when a phone status change

class : getlist
function : updatestatus
listname : phones

{
   "class": "getlist",
   "function": "updatestatus",
   "listname": "phones",
   "tipbxid": "xivo",
   "timenow": 1361447017.29,
   .........
}

tid is the the object identification

Example of phone messages received when a phone is ringing :

{.... "status": {"hintstatus": "0"}, "tid": "3"}
{.... "status": {"hintstatus": "8"}, "tid": "3"}

Update notification¶

Register agent status update¶

The register_agent_status_update command is used to register to the status updates of a list of agent. Once registered to a agent’s status, the client will receive all Agent status update events for the registered agents.

This command should be sent when an agent is displayed in the people xlet to be able to update the agent status icon.

The Unregister agent status update command should be used to stop receiving updates.

Client -> Server

{
  "class": "register_agent_status_update",
  "agent_ids": [["<xivo-uuid>", "<agent-id1>"],
                ["<xivo-uuid>", "<agent-id2>"],
                ...,
                ["<xivo-uuid>", "<agent-idn>"]],
  "commandid": <commandid>
}

Unregister agent status update¶

The unregister_agent_status_update command is used to unregister from the status updates of a list of agent.

Once unregistered, the client will stop receiving the Agent status update events for the specified agents.

Client -> Server

{
  "class": "unregister_agent_status_update",
  "agent_ids": [["<xivo-uuid>", "<agent-id1>"],
                ["<xivo-uuid>", "<agent-id2>"],
                ...,
                ["<xivo-uuid>", "<agent-idn>"]],
  "commandid": <commandid>
}

Agent status update¶

The agent_status_update event is received when the presence of an agent changes.

To receive this event, the user must first register to the event for a specified agent using the Register agent status update command.

To stop receiving this event, the user must send the Unregister agent status update command.

data, a dictionary containing 3 fields:
- agent_id, is an integer containing the ID of the user affected by this status change
- xivo_uuid: a string containing the UUID of the XiVO that sent the status update
- status: a string containing the new status, “logged_in” or “logged_out”

Server -> Client

{
  "class": "agent_status_update",
  "data": {
    "agent_id": 42,
    "xivo_uuid": "<the-xivo-uuid>",
    "status": "<status-name>"
  }
}

Register endpoint status update¶

The register_endpoint_status_update command is used to register to the status updates of a list of lines. Once registered to a endpoint’s status, the client will receive all Endpoint status update events for the registered agents.

This command should be sent when a endpoint is displayed in the people xlet to be able to update the agent status icon.

The Unregister endpoint status update command should be used to stop receiving updates.

Client -> Server

{
  "class": "register_endpoint_status_update",
  "endpoint_ids": [["<xivo-uuid>", "<endpoint-id1>"],
                   ["<xivo-uuid>", "<endpoint-id2>"],
                   ...,
                   ["<xivo-uuid>", "<endpoint-idn>"]],
  "commandid": <commandid>
}

Unregister endpoint status update¶

The unregister_endpoint_status_update command is used to unregister from the status updates of a list of agent.

Once unregistered, the client will stop receiving the Endpoint status update events for the specified agents.

Client -> Server

{
  "class": "unregister_endpoint_status_update",
  "endpoint_ids": [["<xivo-uuid>", "<endpoint-id1>"],
                   ["<xivo-uuid>", "<endpoint-id2>"],
                   ...,
                   ["<xivo-uuid>", "<endpoint-idn>"]],
  "commandid": <commandid>
}

Endpoint status update¶

The endpoint_status_update event is received when the status of a line changes.

To receive this event, the user must first register to the event for a specified endpoint using the Register endpoint status update command.

To stop receiving this event, the user must send the Unregister endpoint status update command.

data, a dictionary containing 3 fields:
- endpoint_id, is an integer containing the ID of the line affected by this status change
- xivo_uuid: a string containing the UUID of the XiVO that sent the status update
- status: an integer matching an entry in the cti hint configuration

Server -> Client

{
  "class": "endpoint_status_update",
  "data": {
    "endpoint_id": 42,
    "xivo_uuid": "<the-xivo-uuid>",
    "status": <hint-status>
  }
}

Register user status update¶

The register_user_status_update command is used to register to the status updates of a list of user. Once registered to a user’s status, the client will receive all User status update events for the registered users.

This command should be sent when a user is displayed in the people xlet to be able to update the presence status icon.

The Unregister user status update command should be used to stop receiving updates.

Client -> Server

{
  "class": "register_user_status_update",
  "user_ids": [["<xivo-uuid>", "<user-uuid1>"],
               ["<xivo-uuid>", "<user-uuid2>"],
               ...,
               ["<xivo-uuid>", "<user-uuidn>"]],
  "commandid": <commandid>
}

Unregister user status update¶

The unregister_user_status_update command is used to unregister from the status updates of a list of user.

Once unregistered, the client will stop receiving the User status update events for the specified users.

Client -> Server

{
  "class": "unregister_user_status_update",
  "user_ids": [["<xivo-uuid>", "<user-uuid1>"],
               ["<xivo-uuid>", "<user-uuid2>"],
               ...,
               ["<xivo-uuid>", "<user-uuidn>"]],
  "commandid": <commandid>
}

User status update¶

The user_status_update event is received when the presence of a user changes.

To receive this event, the user must first register to the event for a specified user using the Register user status update command.

To stop receiving this event, the user must send the Unregister user status update command.

data, a dictionary containing the following fields:
- user_uuid, a string containing the UUID of the user.
- user_id, an integer containing the ID of the user.
- xivo_uuid: a string containing the UUID of the XiVO that sent the status update
- status: a string containing the new status of the user based on the cti profile configuration

Note

When multiple XiVO share user statuses, the cti profile configuration for presences and phone statuses should match on all XiVO to be displayed properly

Server -> Client

{
  "class": "user_status_update",
  "data": {
    "user_uuid": "<the-user-uuid>",
    "user_id": <the-user-id>,
    "xivo_uuid": "<the-xivo-uuid>",
    "status": "<status-name>"
  }
}

Warning

The user_id field is DEPRECATED and should not be used. Use the user_uuid field instead.

CTI server implementation¶

In the git repository https://gitlab.com/xivo.solutions/xivo-ctid

cti_config handles the configuration coming from the WEBI
interfaces/interface_ami, together with asterisk_ami_definitions, amiinterpret and xivo_ami handle the AMI connections (asterisk)
interfaces/interface_info handles the CLI-like connections
interfaces/interface_webi handles the requests and signals coming from the WEBI
interfaces/interface_cti handles the clients’ connections, with the help of client_connection, and it often involves cti_command too
innerdata is meant to be the place where all statuses are computed and stored

The main loop uses select() syscall to dispatch the tasks according to miscellaneous incoming requests.

Requirements for innerdata:

the properties fetched from the WEBI configuration shall be stored in the relevant xod_config structure
the properties fetched from elsewhere shall be stored in the relevant xod_status structure
at least two kinds of objects are not “predefined” (as are the phones or the queues, for instance)
- the channels (in the asterisk SIP/345-0x12345678 meaning)
- the group and queue members shall be handled in a special way each

The purpose of the ‘relations’ field, in the various structures is to keep track of relations and cross-relations between different objects (a phone logged in as an agent, itself in a queue, itself called by some channels belonging to phones …).

CTI server Message flow¶

Messages sent from the CTI clients to the server are received by the CTIServer class. The CTIServer then calls interface_cti.CTI class manage_connection method. The interface_cti uses his _cti_command_handler member to parse and run the command. The CTICommandHandler get a list of classes that handle this message from the CTICommandFactory. Then the the interface_cti.CTI calls run_commands on the handler, which returns a list of all commands replies.

To implement a new message in the protocol you have to create a new class that inherits the CTICommand class. Your new class should have a static member caller required_fields which is a list of required fields for this class. Your class should also have a conditions static member which is a list of tupples of conditions to detect that an incoming message matches this class. The __init__ of your class is responsible for the initialization of it’s fields and should call super(<ClassName>, self).__init__(msg). Your class should register itself to the CTICommandFactory.

from xivo_cti.cti.cti_command import CTICommand
from xivo_cti.cti.cti_command_factory import CTICommandFactory

class InviteConfroom(CTICommand):
    required_fields = ['class', 'invitee']
    conditions = [('class', 'invite_confroom')]
    def __init__(self):
        super(InviteConfroom, self).__init__(msg)
        self._invitee = msg['invitee']

CTICommandFactory.register_class(InviteConfroom)

Each CTI commands has a callback list that you can register to from anywhere. Each callback function will be called when this message is received with the command as parameter.

Refer to MeetmeList.__init__ for a callback registration example and to MeetmeList.invite for the implementation of a callback.

from xivo_cti.cti.commands.invite_confroom import InviteConfroom

class MySuperClass(object):
    def __init__(self):
        InviteConfroom.register_callback(self.invite_confroom_handler)

    def invite_confroom_handler(self, invite_confroom_command):
        # Do your stuff here.
        if ok:
            return invite_confroom_command.get_message('Everything is fine')
        else:
            return invite_confroom_command.get_warning('I don't know you, go away', True)

Note

The client’s connection is injected in the command instance before calling callbacks functions. The client’s connection is an interface_cti.CTI instance.

Database¶

Adding a Migration Script¶

Strating with XiVO 14.08, the database migration is handled by alembic.

The XiVO migration scripts can be found in the xivo-manage-db repository.

On a XiVO, they are located in the /usr/share/xivo-manage-db directory.

To add a new migration script from your developer machine, go into the root directory of the xivo-manage-db repository. There should be an alembic.ini file in this directory. You can then use the following command to create a new migration script:

PYTHONPATH=. alembic revision -m "<description>"

This will create a file in the alembic/versions directory, which you’ll have to edit.

When the migration scripts are executed, they use a connection to the database with the role/user asterisk. This means that new objects that are created in the migration scripts will be owned by the asterisk role and it is thus not necessary (nor recommended) to explicitly grant access to objects to the asterisk role (i.e. no “GRANT ALL” command after a “CREATE TABLE” command).

Diagrams¶

Agent states¶

Graphs representing states and transitions between agent states. Used in Agent status dashboard and agent list.

Download (DIA)

Architecture¶

Relationships between the components of Xivo. (source)

Provisioning¶

This section describes the informations and tools for xivo-provd.

Managing DHCP server configuration¶

This page considers the configuration files of the DHCP server in /etc/dhcp/dhcpd_update/.

Who modifies the files¶

The files are updated with the command dhcpd-update, which is also run when updating the provisioning plugins. This commands fetches configurations files from the provd.xivo.solutions server.

How to update the source files¶

Ensure your modifications are working¶

On a XiVO, edit manually the file /etc/dhcp/dhcpd_update/*.conf
service isc-dhcp-server restart
If errors are shown in /var/log/daemon.log, check your modifications

Edit the files¶

Edit the files in the Git repo xivo-provd-plugins, directory dhcp/
Push your modifications
Go in dhcp/
Run make upload to push your modifications to provd.xivo.solutions. There is no testing version of these files. Once the files are uploaded, they are available for all XiVO installations.

Managing Plugins¶

Git Repository¶

Most plugin-related files are available in the xivo-provd-plugins repository. Following examples are relative to the repository directory tree. Any modifications should be preceeded by a git pull.

Updating a Plugin¶

We will be using the xivo-cisco-spa plugins family as an example on this page

There is one directory per family. Here is the directory structure for xivo-cisco-spa:

plugins/xivo-cisco-spa/
+-- model_name_xxx
+-- model_name_xxx
+-- common
+-- build.py

Every plugin has a folder called common which regoups common ressources for each model. Every model has its own folder with its version number.

After modifying a plugin, you must increment the version number. You can modifiy the file plugin-info to change the version number:

plugins/xivo-cisco-spa/
+-- model_name_xxx
    +-- plugin-info

Important

If ever you modify the folder common, you must increment the version number of all the models.

Use Case: Update Firmwares for a given plugin¶

Let us suppose we want to update firmwares for xivo-snom from 8.7.3.25 to 8.7.3.25 5. Here are the steps to follow :

Copy folder plugins/xivo-snom/8.7.3.25 to plugins/xivo-snom/8.7.3.25.5
Update VERSION number in plugins/xivo-snom/8.7.3.25.5/entry.py
Update VERSION number in plugins/xivo-snom/8.7.3.25.5/plugin-info
Download new firmwares (.bin files from snom website)
Update VERSION number and URIs in plugins/xivo-snom/8.7.3.25.5/pkgs/pkgs.db (with uris of downloaded files from snom website)
Update sizes and sha1sums in plugins/xivo-snom/8.7.3.25.5/pkgs/pkgs.db (using helper script xivo-tools/dev-tools/check_fw)
Update plugins/xivo-snom/build.py (duplicate and update section 8.7.3.25 > 8.7.3.25.5)

Test your changes¶

You have three different methods to test your changes on your development machine.

Always increase plugin version (easiest)¶

If the production version is 0.4, change the plugin version to 0.4.01, make your changes and upload to testing (see below).

Next modification will change the plugin version to 0.4.02, etc. When you are finished making changes, change the version to 0.5 and upload one last time.

Edit directly on XiVO¶

Edit the files in /var/lib/xivo-provd/plugins.

To apply your changes, go in xivo-provd-cli and run:

plugins.reload('xivo-cisco-spa-7.5.4')

Disable plugin caching¶

Edit /etc/xivo/provd/provd.conf and add the line:

cache_plugin: True

Empty /var/cache/xivo-provd and restart provd.

Make your changes in provd-plugins, update the plugin version to the new one and upload to testing (see below). Now, every time you uninstall/install the plugin, the new plugin will be fetched from testing, instead of being cached, even without changing the version.

Uploading to testing¶

Before updating a plugin, it must be passed through the testing phase. Once it has been approved it can be uploaded to the production server

Important

Before uploading a plugin in the testing provd repository, make sure to git pull the xivo-provd-plugins git repository.

To upload the modified plugin in the testing repo on provd.xivo.solutions, you can execute the following command:

$ make upload

Afterwards, in the web-interface, you must modify the URL in section Configuration ‣ Provisioning ‣ General to:

`http://provd.xivo.solutions/plugins/1/testing/`

You can then update the list of plugins and check the version number for the plugin that you modified. Don’t forget to install the plugin to test it.

Uploading to stable¶

Once checked, you must synchronize the plugin from testing to stable. If applicable, you should also update the archive repo.

To download the stable and archive plugins:

$ make download-stable
$ make download-archive

Go to the plugins/_build directory and delete the plugins that are going to be updated. Note that if you are not updating a plugin but you are instead removing it “once and for all”, you should instead move it to the archive directory:

$ rm -fi stable/xivo-cisco-spa*

Copy the files from the directory testing to stable:

$ cp testing/xivo-cisco-spa* stable

Go back to the plugins directory and upload the files to the stable and archive repo:

$ make upload-stable
$ make upload-archive

The file are now up to date and you can test by putting back the stable url in the web-interface’s configuration:

`http://provd.xivo.solutions/plugins/1/stable/`

Testing a new SIP phone¶

Let’s suppose you have received a brand new SIP phone that is not supported by the provisioning system of XiVO. You would like to know if it’s possible to add auto-provisioning support for it. That said, you have never tested the phone before.

This guide will help you get through the different steps that are needed to add auto-provisioning support for a phone to XiVO.

Prerequisites¶

Before continuing, you’ll need the following:

a private LAN where only your phones and your test machines are connected to it, i.e. a LAN that you fully control.

Configuring a test environment¶

Although it’s possible to do all the testing directly on a XiVO, it’s more comfortable and usually easier to do on a separate, dedicated machine.

That said, you’ll still need a XiVO near, since we’ll be doing the call testing part on it and not on a separate asterisk.

So, for the rest of this guide, we’ll suppose you are doing your tests on a Debian jessie with the following configuration:

Installed packages:
```
isc-dhcp-server tftpd-hpa apache2
```

Example content of the /etc/dhcp/dhcpd.conf file (restart isc-dhcp-server after modification):

ddns-update-style none;

default-lease-time 7200;
max-lease-time 86400;

log-facility local7;

subnet 10.34.1.0 netmask 255.255.255.0 {
    authoritative;

    range 10.34.1.200 10.34.1.250;

    option subnet-mask 255.255.255.0;
    option broadcast-address 10.34.1.255;
    option routers 10.34.1.6;

    option ntp-servers 10.34.1.6;
    option domain-name "my-domain.example.org";
    option domain-name-servers 10.34.1.6;

    log(concat("[VCI: ", option vendor-class-identifier, "]"));
}

Example content of the /etc/default/tftpd-hpa file (restart tftpd-hpa after modifcation):

TFTP_USERNAME="tftp"
TFTP_DIRECTORY="/srv/tftp"
TFTP_ADDRESS="0.0.0.0:69"
TFTP_OPTIONS="--secure --verbose"

With this configuration, files served via TFTP will be in the /srv/tftp directory and those served via HTTP in the /var/www directory.

Testing¶

Adding auto-provisioning support for a phone is mostly a question of finding answers to the following questions.

Is it worth the time adding auto-provisioning support for the phone ?

Indeed. Adding quality auto-provisioning support for a phone to XiVO requires a non negligible amount of work, if you don’t meet any real problem and are comfortable with provisioning in XiVO. Not all phones are born equal. Some are cheap. Some are old and slow. Some are made to work on proprietary system and will only work in degraded mode on anything else.

That said, if you are uncertain, testing will help you clarifying your idea.
What is the vendor, model, MAC address and firmware version (if available) of your phone ?

Having the vendor and model name is essential when looking for documentation or other information. The MAC address will be needed later on for some tests, and it’s always good to know the firmware version of the phone if you are trying to upgrade to a newer firmware version and you’re having some troubles, and when reading the documentation.
Is the official administrator guide/documentation available publicly on the vendor web site ? Is it available only after registering and login to the vendor web site ?

Having access to the administrator guide/documentation of the phone is also essential. Once you’ve found it, download it and keep the link to the URL. If you can’t find it, it’s probably not worth going further.
Is the latest firmware of the phone available publicly on the vendor web site ? Is it available only after registering and login to the vendor web site ?

Good auto-provisioning support means you need to have an easy way to download the latest firmware of the phone. Ideally, this mean the firmware is downloadable from an URL, with no authentication whatsoever. In the worst case, you’ll need to login on some web portal before being able to download the firmware, which will be cumbersome to automatize and probably fragile. If this is the case, it’s probably not worth going further.
Does the phone need other files, like language files ? If so, are these files available publicly on the vendor web site ? After registering ?

Although you might not be able to answer to this question yet because you might not know if the phone needs such files to be either in English or in French (the two officially supported language in XiVO), you’ll need to have an easy access to these files if its the case.
Does the phone supports auto-provisioning via DHCP + HTTP (or TFTP) ?

The provisioning system in XiVO is based on the popular method of using a DHCP server to tell the phone where to download its configuration files, and a HTTP (or TFTP) server to serve these configuration files. Some phones support other methods of provisioning (like TR-069), but that’s of no use here. Also, if your phone is only configurable via its web interface, although it’s technically possible to configure it automatically by navigating its web interface, it’s an extremely bad idea since it’s impossible to guarantee that you’ll still be able to provision the phone on the next firmware release.

If the phone supports both HTTP and TFTP, pick HTTP, it usually works better with the provisioning server of XiVO.
What are the default usernames/passwords on the phone to access administrator menus (phone UI and web UI) ? How do you do a factory reset of the phone ?

Although this step is optional, it might be handy later to have these kind of information. Try to find them now, and note them somewhere.
What are the DHCP options and their values to send to the phones to tell it where its configuration files are located ?

Once you know that the phone supports DHCP + HTTP provisioning, the next question is what do you need to put in the DHCP response to tell the phone where its configuration files are located. Unless the admin documentation of the phone is really poor, this should not be too hard to find.

Once you have found this information, the easiest way to send it to the phone is to create a custom host declaration for the phone in the /etc/dhcp/dhcpd.conf file, like in this example:
```
host my-phone {
   hardware ethernet 00:11:22:33:44:55;
   option tftp-server-name "http://169.254.0.1/foobar.cfg";
}
```
What are the configuration files the phone needs (filename and content) and what do we need to put in it for the phone to minimally be able to make and receive calls on XiVO ?

Now that you are able to tell your phone where to look for its configuration files, you need to write these files with the right content in it. Again, at this step, you’ll need to look through the documentation or examples to answer this question.

Note that you only want to have the most basic configuration here, i.e. only configure 1 line, with the right SIP registrar and proxy, and the associated username and password.
Do basic telephony services, like transfer, works correctly when using the phone buttons ?

On most phones, it’s possible to do transfer (both attended and direct), three-way conferences or put someone on hold directly from the phone. Do some tests to see if it works correctly.

Also at this step, it’s a good idea to check how the phone handle non-ascii characters, either in the caller ID or in its configuration files.
Does other “standard” features work correctly on the phone ?

For quality auto-provisioning support, you must find how to configure and make the following features work:
- NTP server
- MWI
- function keys (speed dial, BLF, directed pickup / call interception)
- timezone and DST support
- multi language
- DTMF
- hard keys, like the voicemail hard key on some phone
- non-ASCII labels (line name, function key label)
- non-ASCII caller ID
- backup proxy/registrar
- paging

Once you have answered all these questions, you’ll have a good idea on how the phone works and how to configure it. Next step would be to start the development of a new provd plugin for your phone for a specific firmware version.

IOT Phones¶

FK = Funckey

HK = HardKey

Y = Supported

MN = Menu

N = Not supported

NT = Not tested

NYT = Not yet tested

SK = SoftKey

	model
Provisioning	Y
H-A	Y
Directory XIVO	Y
Funckeys	8
Supported programmable keys
User with supervision function	Y
Group	Y
Queue	Y
Conference Room with supervision function	Y
General Functions
Online call recording	N
Phone status	Y
Sound recording	Y
Call recording	Y
Incoming call filtering	Y
Do not disturb	Y
Group interception	Y
Listen to online calls	Y
Directory access	Y
Filtering Boss - Secretary	Y
Transfers Functions
Blind transfer	HK
Indirect transfer	HK
Forwards Functions
Disable all forwarding	Y
Enable/Disable forwarding on no answer	Y
Enable/Disable forwarding on busy	Y
Enable/Disable forwarding unconditional	Y
Voicemail Functions
Enable voicemail with supervision function	Y
Reach the voicemail	Y
Delete messages from voicemail	Y
Agent Functions
Connect/Disconnect a static agent	Y
Connect a static agent	Y
Disconnect a static agent	Y
Parking Functions
Parking	Y
Parking position	Y
Paging Functions
Paging	Y

Configuring a NAT Environment¶

This is a configuration example to simulate the case of a hosted XiVO, i.e. an environment where:

the XiVO has a public IP address
the phones are behind a NAT

In this example, we’ll reproduce the following environment:

Phones behind a NAT

Where:

the XiVO is installed inside a virtual machine
the host machine is used as a router, a NAT and a DHCP server for the phones
the phones are in a separate VLAN than the XiVO, and when they want to interact with it, they must pass through the NAT

With this setup, we could also put some phones in the same VLAN as the XiVO. We would then have a mixed environment, where some phones are behind the NAT and some phones aren’t.

Also, it’s easy to go from a non-NAT environment to a NAT environment with this setup. What you usually have to do is only to switch your phone from the “XiVO” VLAN to the “phones” VLAN, and reconfiguring the lines on your XiVO.

The instruction in this page are written for Debian jessie and VirtualBox.

Prerequisite¶

On the host machine:

1 VLAN network interface for the XiVO. In our example, this will be eth0.341, with IP 10.34.1.254/24.
1 VLAN network interface for the phones. In our example, this will be eth0.342, with IP 10.34.2.254/24.

On the guest machine, i.e. on the XiVO:

1 network adapter attached to the “XiVO” VLAN network interface. In our example, this interface inside the virtual machine will have the IP 10.34.1.1/24.

Configuration¶

On the host, install the ISC DHCP server:
```
apt-get install isc-dhcp-server
```

If you do not want it to always be started:

systemctl disable isc-dhcp-server.service

Edit the DHCP server configuration file /etc/dhcp/dhcpd.conf. We need to configure the DHCP server to serve network configuration for the phones (Aastra and Snom in this case):

ddns-update-style none;

default-lease-time 3600;
max-lease-time 86400;

log-facility daemon;

option space Aastra6700;
option Aastra6700.cfg-server-name code 2 = text;
option Aastra6700.contact-rcs code 3 = boolean;

class "Aastra" {
    match if substring(option vendor-class-identifier, 0, 6) = "Aastra";

    vendor-option-space Aastra6700;
    option Aastra6700.cfg-server-name = "http://10.34.1.1:8667/Aastra";
    option Aastra6700.contact-rcs false;
}

class "Snom" {
    match if substring(option vendor-class-identifier, 0, 4) = "snom";

    option tftp-server-name = "http://10.34.1.1:8667";
    # the domain-name-servers option must be provided for the Snom 715 to work properly
    option domain-name-servers 10.34.1.1;
}

subnet 192.168.32.0 netmask 255.255.255.0 {
}

subnet 10.34.1.0 netmask 255.255.255.0 {
}

subnet 10.34.2.0 netmask 255.255.255.0 {
    authoritative;

    range 10.34.2.100 10.34.2.199;

    option subnet-mask 255.255.255.0;
    option broadcast-address 10.34.2.255;
    option routers 10.34.2.254;

    option ntp-servers 10.34.1.1;
}

If you have many network interfaces on your host machine, you might also want to edit /etc/default/isc-dhcp-server to only include the “phones” VLAN network interface in the “INTERFACES” variable.

Start the isc-dhcp-server:

systemctl start isc-dhcp-server.service

Add an iptables rules to do NAT:

iptables -t nat -A POSTROUTING -o eth0.341 -j MASQUERADE

Make sure that IP forwarding is enabled:
```
sysctl -w net.ipv4.ip_forward=1
```
Put all the phones in the “phones” VLAN on your switch
Activate the NAT and Monitoring options on the Services ‣ IPBX ‣ General settings ‣ SIP Protocol page of your XiVO.

Note that the iptables rules and the IP forwarding setting are not persistent. If you don’t make them persistent (not documented here), don’t forget to reactivate them each time you want to recreate a NAT environment.

SCCP¶

xivo-libsccp is an alternative SCCP channel driver for Asterisk. It was originally based on chan_skinny.

This page is intended for developers and people interested in using xivo-libsccp on something other than XiVO.

Installation from the git repository¶

Warning

If you just want to use your SCCP phones with XiVO, refer to SCCP Configuration instead.

The following packages are required to compile xivo-libsccp on Debian.

build-essential
asterisk-dev

apt-get update && apt-get install build-essential asterisk-dev

git clone https://gitlab.com/xivo.solutions/xivo-libsccp.git
cd xivo-libsccp
make
make install

Configuration¶

Warning

If you just want to use your SCCP phones with XiVO, refer to SCCP Configuration instead.

See sccp.conf.sample for a configuration file example.

FAQ¶

Q. When is this *feature X* will be available?
A. The order in which we implement features is based on our client needs. Write
   us an email that clearly explain your setup and what you would like to do and we
   will see what we can do. We don't provide any timeline.

Q. I want to use the Page() application to call many phones at the same time.
A. Here a Page() example for a one way call (half-duplex):

exten => 1000,1,Verbose(2, Paging to external cisco phone)
same => n,Page(sccp/100/autoanswer&sccp/101/autoanswer,i,120 )

...for a two-way call (full-duplex):

exten => 1000,1,Verbose(2, Paging to external cisco phone)
same => n,Page(sccp/100/autoanswer&sccp/101/autoanswer,di,120 )

Network Configuration for 7920/7921¶

Here’s how to to configure a hostapd based AP on a Debian host so that both a 7920 and 7921 Wi-Fi phone can connect to it.

The 7920 is older than the 7921 and is pretty limited in its Wi-Fi functionnality:

802.11b
WPA (no WPA2)
TKIP (no CCMP/AES)

Which means that the most secure WLAN you can set up if you want both phones to connect to it is not that secure.

Make sure you have a wireless NIC capable of master mode.
If needed, install the firmware-<vendor> package. For example, if you have a ralink card like I do:
```
apt-get install firmware-ralink
```

Install the other dependencies:

apt-get install wireless-tools hostapd bridge-utils

Create an hostapd configuration file in /etc/hostapd/hostapd.sccp.conf with content: hostapd.sccp.conf
Update the following parameters (if applicable) in the configuration file:
- interface
- ssid
- channel
- wpa_passphrase

Create a new stanza in /etc/network/interfaces:

iface wlan-sccp inet manual
     hostapd /etc/hostapd/hostapd.sccp.conf

Up the interface:
```
ifup wlan0=wlan-sccp
```
Configure your 7920/7921 to connect to the network.

To unlock the phone’s configuration menu on the 7921:
- Press the Navigation Button downwards to enter SETTINGS mode
- Navigate to and select Network Profiles
- Unlock the IP phone’s configuration menu by pressing **#. The padlock icon on the top-right of the screen will change from closed to open.
When asked for the authentication mode, select something like “Auto” or “AKM”.

You don’t have to enter anything for the username/password.
You’ll probably want to bridge your wlan0 interface with another interface, for example a VLAN interface:
```
brctl addbr br0
brctl addif br0 wlan0
brctl addif br0 eth0.341
ip link set br0 up
```
If you are using virtualbox and your guest interface is bridged to eth0.341, you’ll need to change its configuration and bridge it with br0 instead, else it won’t work properly.

Adding Support for a New Phone¶

This section describes the requirements to consider that a SCCP phone is working with XiVO libsccp.

Basic functionality¶

Register on Asterisk
SCCP reset [restart]
Call history
Date time display
HA

Telephony¶

These test should be done with and without direct media enabled

Emit a call
Receive a call
Receive and transfer a call
Emit a call and transfer the call
Hold and resume a call
Features (*0 and others)
Receive 2 calls simultaneously
Emit 2 calls simultaneously
DTMF on an external IVR

Function keys¶

Redial
DND
Hold
Resume
New call
End call
Call forward (Enable)
Call forward (Disable)
Try each button in each mode (on hook, in progress, etc)

Optional options to test and document¶

Phone book
Caller ID and other display i18n
MWI
Speeddial/BLF

Web Interface¶

Configuration for development¶

Default error level for XiVO web interface is E_ALL & ~E_DEPRECATED & ~E_USER_DEPRECATED & ~E_RECOVERABLE_ERROR & ~E_STRICT

If you want to display warning or other error in your browser, edit the /etc/xivo/web-interface/xivo.ini and replace report_type level to 3:

[error]
level = E_ALL
report_type = 3
report_mode = 1
report_func = 1
email = john.doe@example.com
file = /var/log/xivo-web-interface/error.log

You may also edit /etc/xivo/web-interface/php.ini and change the error level, but you will need to restart the cgi:

service spawn-fcgi restart

Interactive debugging in Eclipse¶

Instructions for Eclipse 4.5.

On your XiVO:

Install php5-xdebug:
```
apt-get install php5-xdebug
```
Edit the /etc/php5/cgi/conf.d/20-xdebug.ini (or /etc/php5/conf.d/20-xdebug.ini on wheezy) and add these lines at the end:
```
xdebug.remote_enable=1
xdebug.remote_host="<dev_host_ip>"
```
where <dev_host_ip> is the IP address of your machine where Eclipse is installed.
Restart spawn-fcgi:
```
service spawn-fcgi restart
```

On your machine where Eclipse is installed:

Make sure you have Eclipse PDT installed
Create a PHP project named xivo-web-interface:
- Choose “Create project at existing location”, using the xivo-web-interface directory
In the Window / Preferences / PHP menu:
- Add a new PHP server with the following information:
  - Name: anything you want
  - Base URL: https://<xivo_ip>
  - Path Mapping:
    
    Path on Server: /usr/share/xivo-web-interface
    
    Path in Workspace: /xivo-web-interface/src
Create a new PHP Web Application debug configuration:
- Choose the PHP server you created in last step
- Pick some file, which can be anything if you don’t “break at first line”
- Uncheck “Auto Generate”, and set the path you want your browser to open when you’ll launch this debug configuration.

Then, to start a debugging session, set some breakpoints in the code and launch your debug configuration. This will open the page in your browser, and when the code will hit your breakpoints, you’ll be able to go through the code step by step, etc.

Community Documentation

Community Documentation¶

This page provides links to resources on various topics around XiVO. They have been generously created by people from the community.

Tutorials¶

Please note that these resources are provided on an “as is basis”. They have not been reviewed by the XiVO team, therefore the information presented may be innaccurate. We also accept resources provided in other languages besides English.

Unless specified, the license is CC BY-SA.

Tutorial	Language	Level	Author	XiVO Version
Définition de XiVO pour la communauté et tutoriel (video)	English	Beginner	XiVO	2015
Xivo pour les nuls	French	Beginner	Nicolas	2012
Installing XiVO (YouTube series)	English	Beginner	VoIP-Nuiz	14.20
Start: how to create a user with a SIP line (YouTube series)	French	Beginner	VoIP-Nuiz	2014
Start: how to popup an URL (Document)	French	Beginner
Start: how to create a context, users, voicemails, ring group, music on hold, conf.call	French	Beginner	Networklab	2014
Tips: post-installation of XiVO on Kimsufi	French	Intermediate	NyXD Systems	2015
Tips: username and password on XiVO	French	Intermediate	NyXD Systems	2015
Tips: self-hosting and telephony with XiVO	French	Intermediate	NyXD Systems	2015
XiVO provisioning + pfSense + siproxd + OVH	French	Intermediate	NyXD Systems	2015
SCCP provisioning, unsupported phones and no DHCP	French	Intermediate	NyXD Systems	2015
Date format on SCCP 7941	French	Intermediate	NyXD Systems	2015
Installing XiVO on Raspberry Pi (Raspivo)	French	Intermediate	Iris Network	2015
`How to popup an url with CTIClient`	French	Intermediate	Assonance	14.17
`How to backup XiVO to external FTP` with `backup-ftp.sh`	French	Intermediate	Yohan Vitu	2015
`How to create a XiVO Client`	French	Intermediate	Yohan Vitu	2015
`How to configure a C610P IP on XiVO`	French	Intermediate	Yohan Vitu	2015
`How to export the phonebook of XiVO` with phonebook_csv_export.py	French	Intermediate	Yohan Vitu	2015
`How to use openVPN on XiVO`	French	Expert	Yohan Vitu	2015
`How configure SNOM M700 DECT`	French	Intermediate	Jonathan Thomas	2015
`Scripted provisioning for SNOM M700 DECT` with specific scripts	French	Intermediate	Jonathan Thomas	2015
`How to configure XiVO with Untangle firewall`	English	Intermediate	Scott McCarthy (SMS IT Group)	16.04
`How to use Keepalived with XiVO (high availability)`	English	Expert	Eric Viel (Iper Telecom)	16.11
Getting Started with XiVO	English	Beginner	Nerd Vittles	16.07

Contribute¶

We gladly accept new contributions. There are two ways to contribute:

The preferred way: open a pull request on Gitlab and add a line to this page (see: Contributing to the Documentation).

Note that we only accept documents in open formats, such as PDF or ODF.

Release Notes¶

Polaris (2017.11)¶

Below is a list of New Features and Behavior Changes compared to the previous LTS version, Five (2017.03).

New Features¶

the CC Agent Environment interface was completely redesigned and also includes new features mainly Agent Call history and Customer Call History,
XiVO PBX default configuration was changed, see the following issues for a complete description of the changes:
CTI transfer handling: CTI transfer was rewritten to no longer use asterisk features code to be able to configure your XiVO with directmedia and RFC2833,
Login and Pause management using function keys are now synchronized with CC applications,
Yealink T4XS family support (see Plugins release notes)

Behavior Changes¶

Transfers:
- The attended transfer is no longer done through the device capabilities or using DTMF but using AMI command to manage the device calls.
- Snom devices required previously the user to complete the transfer twice to actually perform the transfer, this is no longer the case.
- WebRTC transfer is currently not working with this version. WebRTC transfer is available since Polaris.03.
- You cannot complete a transfer initiated from the Agent / Assistant by hanging up.
Directmedia / RFC2833
- Hangup are no longer possible through *0 extension
- An attended transfer initiated via the XiVO Client can’t be cancelled via this *0 extension
- If needed this Dial option should be added via a subroutine on the user.
Anonymous calls
- Parameter trust_id_outbound defaults now to yes. With this change, if your SIP trunk has Send the Remote-Party-ID set to PAI, anonymous calls will be sent according to RFC 3325. See Outgoing call caller ID.
SIP User-Agent
- SIP User-Agent was changed to include the XiVO Version. The SIP User-Agent now advertise is in the form XiVO PBX 2017.11.00.
- Upon upgrade, if you had changed manually your XiVO User-Agent in General Settings -> SIP Protocol -> General it won’t be changed by the upgrade. Therefore you have to put manually the new default value which is XIVO_VERSION.
Queue’s configuration
- Parameter autopause can now be configured to “No” or “All”. The “Yes” value was removed. Queues that were configured with “Yes” option will be migrated to “All” by the upgrade.
WebRTC
- The WebRTC call limit was raised to 2 (to enable transfers). The simultcalls parameter of a WebRTC user should be set to 2 also.
System
- The following variables can now be defined in the /etc/docker/compose/custom.env file:
  - CONFIG_MGT_HOST,
  - CONFIG_MGT_PORT,
  - RECORDING_SERVER_HOST,
  - RECORDING_SERVER_PORT,
  - REPORTING_HOST
  Warning
  
  If you want to customize port, you must also edit the ports section in the /etc/docker/compose/docker-xivocc.yml file.

Upgrade¶

Upgrade Five to Polaris¶

In this section is listed the manual steps to do when migrating from Five to Polaris.

Before Upgrade¶

On XiVO PBX¶

Follow the Upgrading page.

On XiVO CC¶

The xivo-solutions-VERSION no longer exists. The xivocc-installer package is now located in xivo-VERSION distribution. You have to update your source list accordingly.

Remove apt source list file:

rm /etc/apt/sources.list.d/xivo-solutions.list

Add new source list file:

echo "deb http://mirror.xivo.solutions/debian xivo-polaris main" > /etc/apt/sources.list.d/xivo-dist.list

After Upgrade¶

On XiVO PBX¶

Accept new cel.conf: if you are asked by xivo-upgrade installer, you must choose to replace the cel.conf file or ensure that its content correspond to these defaults.
Finish to remove xivo-ctid-ng and xivo-websocketd:
```
apt-get purge xivo-websocketd xivo-ctid-ng
```

Add writetimeout parameter to the the /etc/asterisk/manager.d/02-xivocc.conf file:

[xuc]
secret = ...
deny = ...
permit = ...
read = ...
write = ...
writetimeout = 10000

You MUST update:
- Snom phones to use plugin version >=2.2 to be able to use CTI Transfer (UC Assistant or CCAgent),
- Yealink phones to use plugin with v81 firmware to be able to use CTI Transfer (UC Assistant or CCAgent).
The WebRTC call limit was raised to 2 (to enable transfers). The simultcalls parameter of a WebRTC user should be set to 2 also.

On XiVO CC¶

Update new fingerboard:

xivocc-dcomp stop fingerboard
docker rm xivocc_fingerboard_1
xivocc-dcomp up -d

SpagoBI:
- Import new reports as described in SpagoBI post install step
- Then, you should also remove old sample reports:
  - Go to Reports menu and delete all reports which are located under Racine -> Sample
  - Once all reports are deleted inside these folder you can go to Functionalities Management menu as shown in following screenshot:
  - From here, you can delete empty folders by clicking on it
  - At the end you should have a report folder list, that contains only Rapports and Accueil folder as seen here (unless you have some specific customer report):

Polaris Bugfixes Versions¶

Components Version Table¶

Table listing the current version of the components.

Component	current ver.
xucmgt	2017.11.23
xuc	2017.11.21
recording-server	2017.11.06
spagobi	2017.11.00
nginx	2017.11.00
config-mgt	2017.11.00
pack-reporting	2017.11.00
xivo-full-stats	2017.11.18
xivo-db-replication	2017.11.10
pgxivocc	1.3
elasticsearch	1.7.2
xivoxc_nginx	2017.11.00
fingerboard	2017.11.01
kibana_volume	0.1
recording-rsync	1.0
XiVO PBX	2017.11.24

Polaris.24¶

Consult the Polaris.24 Roadmap.

Components updated: xivocc-installer

XiVOCC Infra

#3330 - New XiVO CC Polaris/Aldebaran installation fails because of docker-engine dependency

Polaris.23¶

Consult the Polaris.23 Roadmap.

Components updated: xucmgt

CCAgent

#2806 - Chrome / Chromium crashes when agent misses a call and focus and browser has its focus on another tab

Security

#2991 - Build dahdi-linux-modules-3.16.0-10-amd64

XiVOCC Infra

#3286 - Fix xucmgt / desktop assistant build in branch 2017.11

Polaris.22¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes

Consult the Polaris.22 Roadmap.

Components updated: xivo, xivo-dao

XiVO PBX

#2411 - Confgend can’t generate configuration due to sqlalchemy changes for security purposes

Polaris.21¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes

Consult the Polaris.21 Roadmap.

Components updated: xucserver

XUC Server

#2282 - [C] - When xuc loses connection to AMI (Ami failure) ghost call may appear in user interfaces

Important

Behavior change Now, when xuc loses connection to the AMI, ongoing calls are cleared from the Web / Desktop Assistant call control (they are cleared from CC Agent or UC call control display).

Only new calls after AMI connection is back, will be correctly displayed in the Web / Desktop Assistant call control.

Note that if this AMI connection failure happens when a WebRTC user has an ongoing call, he will only be able to hangup the call by loging out of the Web / Desktop Application.

Polaris.20¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes

Consult the Polaris.20 Roadmap.

Components updated: xucserver

XUC Server

#2275 - Xuc link restarts indefinitely

Polaris.19¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes

Consult the Polaris.19 Roadmap.

Components updated: xucserver

XUC Server

#2249 - Xuc still tries to connect to CTI server

Polaris.18¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes.

Consult the Polaris.18 Roadmap.

Components updated: xivo-confd, xivo-full-stats, xivo-web-interface, xucmgt, xucserver

CCAgent

#2170 - [C] - Agent Outbound Call statistics is wrong

CCManager

#2167 - [C] - Additionnal calls are counted for missed calls and offered calls stats (backport to Polaris)

Reporting

#1849 - [C] Agents statistic conversation_time_outgoing_calls abnormally long

Switchboard

#2185 - [C] Call to Switchboard is auto-answered without action from the XiVO Client

Web Assistant

#2201 - After reload or reopen, pending voicemail message are not shown - Port to Polaris

XiVO PBX

#2147 - Saving a user with many funckeys is very long
#2223 - Cannot delete a user with funckeys

Polaris.17¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes.

Consult the Polaris.17 Roadmap.

Components updated: xucmgt

CCAgent

#2138 - CSS Cache is not invalidated when a new version is released

Polaris.16¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes.

Consult the Polaris.16 Roadmap.

Components updated: xucmgt

CCAgent

#2069 - Web Agent Callback icon : The notification of existing callback is not present anymore
#2070 - Callback list incorrect when multiple lists on the same queue
#2071 - Sort is not working on callback view in CCAgent
#2073 - One Callback still displayed in CCAgent when processing is finished

Polaris.15¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes.

Consult the Polaris.15 Roadmap.

Components updated: xivo-full-stats, xivo-solutions-doc, xivo-web-interface, xucserver

Reporting

#1798 - Transfered call offered to and answered by an agent are not counted
#1845 - Agent statistic (stat_agent_specific) conversation_time abnormally long

XUC Server

#1902 - Disable AMI log in xucserver

XiVO PBX

#1780 - Can’t download backups files when XiVO UC is installed on XiVO
#1962 - Can’t access administration page through an SSH redirection when XiVO UC is installed
#1898 - Doc - Live reload deactivation implications

Important

Behavior change See new table in General settings section.

XiVOCC Infra

#1904 - [Doc] XiVO UC add-on uninstallation procedure is not complete

Polaris.14¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes.

Consult the Polaris.14 Roadmap.

Components updated: xucserver

XUC Server

#1858 - High memory & cpu usage triggered by call loops and outbound queue calls

Polaris.12¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes.

Consult the Polaris.12 Roadmap.

Components updated: xucmgt, xucserver

Recording

#1739 - Cannot use recording control on web agent during an outgoing call or incoming call

Important

Behavior change The ability to pause / un pause recording is not any more limited to acd calls.
#1822 - Recording call status is not always reported on acd outbound calls

XUC Server

#1825 - Channel vars not propagated from queue to agent (Polaris backport)
#1826 - Connected line number and name is not always correct

Polaris.11¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes.

Consult the Polaris.11 Roadmap.

Components updated: asterisk, xivo, xivo-full-stats, xucmgt, xucserver

XiVO PBX

Asterisk : Ships with asterisk 13.19.0 with patch for issue #1743
- #1743 - Wrapup statistics are wrong when agent logs out during call

CCAgent

#1796 - Cannot remove activity from favorites when showQueueControls is not set

Reporting

#1713 - status “answered” is never set on table call_data for a call on group
#1742 - Upon shut down, xivo-full-stat can’t write agent state if state is wrapup
#1746 - Queue statistic conversation_time abnormally long

Web Assistant

#1238 - Do not subscribe to cc statistic when using web assistant
#1797 - UC assistant should not allow to hold second call if one is already holded

XUC Server

#1522 - Agent states : Agent is established instead of dialing
#1523 - Outbound queue calls are not displayed as ACD call in CCAgent
#1714 - Invalid agent statistics - Invalid Agent acd calls and negative Agent unanswered acd calls

Polaris.10¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes.

Consult the Polaris.10 Roadmap.

Components updated: asterisk, xivo, xivo-db-replication, xivo-web-interface, xivocc-installer, xucmgt

CCAgent

#1674 - Agent in non-acd outgoing call has wrong color in CCAgent

XiVO PBX

Asterisk : Ships asterisk 13.17.2 with patch for issue #1642
- #1642 - Wrapup statistics are wrong when agent goes in pause during call
#1686 - New queue with specific leaveempty/joinempty combination can’t be created
#1690 - php-cgi take 100% cpu

XiVOCC Infra

#1676 - Replication error when installing XIVO UC on XiVO PBX

Polaris.09¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes.

Consult the Polaris.09 Roadmap.

Components updated:

xucmgt, xucserver
xivo, xivo-agid, xivo-config, xivo-dist, xivo-upgrade, xivo-web-interface, xivocc-installer

CCAgent

#1586 - Cannot deactivate recording control for agents anymore

CCManager

#1624 - Abandonned call in queue is removed twice from call list

SpagoBi

#1643 - Spago-BI - Stats Agent - incorrect totals

Switchboard

#1589 - [C] Problem if a POPC transfer to a SECRETARY-BOSS filter

XUC Server

#1528 - Outbound queue calls are not using customized caller id
#1581 - AgentState acd status is set to true if Agent calls a queue
#1600 - AgentState may not contain call information
#1601 - ACD Calls may not be detected
#1602 - SingleDeviceTracker not created properly
#1616 - Wrong Alert-Info SIP Header for Yealink phones
#1627 - Call tracking does not track ISDN (DAHDI) calls

XiVO PBX

Asterisk
- #851 - [C] Asterisk - Memory usage increases when T38 + T38 gateway mode is enabled
#1575 - Documentation: Voicemail - uncheck Get transfered to an operator
#1597 - Add xivo-polaris-dev to xivo-dist
#1609 - Callfilter member can’t do a direct transfer call when boss/secretary filter is activated
#1611 - Document that our ISO does not support UEFI system
#1673 - Improve xivo-upgrade to install dahdi-linux-modules

XiVOCC Infra

#1617 - Disable CC Agent and CC Manager in Xivo UC

Polaris.08¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes.

Consult the Polaris.08 Roadmap.

Components updated: xucserver, xucmgt

XUC Server

#1585 - Agent statistic on outbound call is false when calling a queue
#1593 - Wrapup cannot be resumed if agent is logued in a different phone

Desktop Assistant

#1588 - Desktop assistant automatic update is triggered only when url changes

Polaris.07¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes.

Consult the Polaris.07 Roadmap.

Components updated:

recording-server, xivo-full-stats, xivocc-installer, xucmgt, xucserver
asterisk, xivo-agentd, xivo-amid, xivo-auth, xivo-confd, xivo-confgend, xivo-config, xivo-dird, xivo-dist, xivo-res-freeze-check, xivo-web-interface

CCAgent

#1311 - CCAgent Third Party Integration
#1429 - Call history does not display call status when ACD call is exited from queue using key
#1430 - getusercallhistory is called from ccagent
#1526 - Language problem in “client” tab
#1541 - Impossible to log on the web agent with error ‘unable to find any config’
#1549 - CCAgent - Open popupUrl from sheet
#1555 - [C] CC Agent : visual notification when agent is ‘spied’ on

Important

Behavior change when spying (listening to) an agent, the listener call is hung up when the agent call is terminated.
#1563 - Wrong display on xivo UC assistant when an agent logs out
#1564 - Allow agent to go to pause from wrapup

Important

Behavior change Now, when in Wrapup state, an agent can not only change to a ready state but can also change to any Pause state using the CCAgent application.
#1571 - CCAgent - Display attached data from sheet
#1576 - CCAgent - Activity action buttons sometimes disapears when hovered

CCManager

#1322 - Cti link status is no longer visible in CCManager
#1537 - Should be able to pause/unpause an agent in wrapup state in CCManager
#1552 - Changing an agent group is not reflected in CCmanager
#1556 - Digits are played when listening to an agent logged on a Sip peer starting with digit
#1584 - Wrong french label for incoming unanswered acd call

Desktop Assistant

#1574 - Minor display issues in desktop application
Important

Behavior change Fix the following issues:
- Long caller name when switching from minimized view
- DTMF keypad position
- Agent list not scrollable

Recording

#806 - Recording subroutines breaks agent states in CC Agent
#1534 - Purge recordings based on call type - Polaris

Reporting

#1490 - External call to an agent line is not displayed in agent call history
#1504 - Handle new wrapup events in reporting
#1580 - Can’t upgrade xivo-full-stats from Five.16 to Polaris.06

SpagoBI

#214 - Spagobi: Generate report in pdf format
#215 - [Doc] Sql error when we use default reports on scheduler
#1320 - Add SpagoBI reports redesign - usage simplification

Important

Follow SpagoBI Reports installation procedure to import these new sample reports an see Upgrade paragraph if you had already installed previous sample reports.

Web Assistant

#1533 - Be able to copy number in clipboard when displaying directory results

XUC Server

#738 - Invalid agent state after conference
#1106 - Wrong agent state when calling a user with dual-ringing configuration
#1276 - Accepting a transferred call from a yealink on a yealink cause new call popup to be displayed
#1401 - Detect new devices

Important

Behavior change Allow a newly created user to use the Web/Desktop assistant without restarting XUCServer
#1538 - Improve Cti.getPhoneState answer by aggregating all PhoneEvents to a single message
#1547 - No agent state on Polycom when originating a call
#1561 - Blink Pause Key when en agent is on wrapup
Important

Behavior change the Pause Key of an agent will ‘blink’ when agent is on wrapup (see Login and Pause management using function keys). It works on supported phones:
- Snom
- Yealink
- Polycom, though for them, the key doesn’t actually blink.
#1562 - Push Pause Key on Wrapup change agent state to ready
#1572 - Add XIVO_CHANNEL2_LINKEDID to xuc_attended_xfer_wait
#1582 - Invalid agent statistics
#1583 - Agent Time in state is wrong

XiVO PBX

Asterisk

#1515 - Asterisk crashes because of malformed RTCP report

#1544 - Asterisk res_freeze_check not loaded

#1550 - Add an option to enable dynamic wrapup in Asterisk

#1326 - Script switch-to-xivo.solutions to xivo-five
#1491 - Add aldebaran in xivo-dist
#1539 - XiVO web interface is very slow when a lot of users / devices are configured

Important

This fix dramatically improves users’ edition speed (open User and save User) for XiVO PBX with a lot of Users/Devices. Performance improvements will be seen starting from a configuration with a 200+ Users/Devices but will be really big with 800+ Users/Devices.
#1543 - Swagger UI is not working anymore
#1545 - Cannot configure a function key for a Queue/User/Meetme/Group if its ID is 5
#1551 - Change xivo.io url in swagger to xivo.solutions
#1554 - Enable dynamic wrapup configuration parameter in xivo by default
#1567 - Calling a user when simultaneous calls limit is reached, the file “user-unreachable” is played instead of “busy-call”

Important

Behavior change For WebRTC users, simultcalls parameter should be set to 2 for this fix to work.

XiVO Provisioning

#1471 - Download of Yealink T38G plugin fails because of firmware url problem
#1557 - New yealink MAC adresses 80:5E:C0

XiVOCC Infra

#1493 - Logrorate configuration not removed on purge of xivocc-installer

Polaris.05¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes.

Consult the Polaris.05 Roadmap.

Components updated: xucserver, xucmgt, xivo, xivo-web-interface, xivocc-installer, xivo-sysconfd

New components: xivo-nginx-cfg, xivouc-nginx-cfg, xivouc, xivouc-installer

Xuc server

#1498 - Xuc restart causes wrong call tracking if there are ongoing calls
#1485 - Two sequential attended transfers can lead to inconsistencies
#1470 - Second call launched with XiVO Assistant is played on Loud Speaker on Snom devices
#1415 - Two sequential attended transfers can lead to inconsistencies
#1295 - CCAgent does not always display conference button for snom devices
#1503 - Handle new wrapup events in XUC

Important

Behavior change You can now force the end of the agent wrapup state by requesting the ready state. The AgentLogin state is also deprecated as the agent state goes directly from AgentLoggedOut to AgentReady.
#1527 - Login to CCAgent does not light Login key on phone set

UC Assistant

#1507 - Init call state on Assistant/Agent login
#1501 - Popover in dial input is replaced with a simple tooltip
#1453 - Unable to answer incoming call after failed answer by the hotkey

CC Agent

#1507 - Init call state on Assistant/Agent login
#1424 - Allow display of listen icon even for non-acd calls
#998 - Browser notification is displayed when receiving incoming call
#997 - Application is now available as standalone Electron desktop executable

Provisioning

#1043 - Create new plugin for new Snom firmware 8.9.3.60
#1240 - Add support for SNOM D712

SpagoBi

#213 - [Doc] Spagobi: Can’t create a schedule report whith spécial caracters in document’s name

XiVO PBX

Asterisk : Ships asterisk 13.17.2 with patch for #854 (see below)
- #854 - Be able to shorten the wrapup time
#1517 - xivocc-installer removes users xuc and stats when uninstalled
#1514 - when we edit a device, the list of line associated is always empty
#1511 - Saving a user can be very slow
#1505 - Update queue configuration in web interface to be able to have longer wrap-up time
#1492 - stats user has no rights on dird tables after fresh install from ISO
#1489 - Make install script install Xivo Polaris by default
#1487 - Select a line number on a user greater than 12
#1306 - XiVO Web assistant and Desktop Assitant available on XiVO PBX machine

Important

Behavior change After having installed XiVO UC on XiVO PBX, XiVO Administration page will be available at /admin : https://XIVO_PBX_IP/admin

Polaris.03¶

Note

Bugfix release. See Polaris (2017.11) section for features list and behavior changes.

Consult the Polaris.03 Roadmap.

Components updated: xivo-confd, xivo-confgen, xivo-config, xivo-manage-db, xivo-provisioning, xivo-web-interface, xucserver, xivo-full-stats, xucmgt, recording-server

XiVO PBX

#1112 - Diversion header should contains reason when devices are forwarded
#1452 - Diversion header should contains correct callerid when devices are forwarded
#1445 - Change en translation of SIP Operator to SIP Provider
#1448 - Migration Five to Polaris: script fix_xivo_xivocc_ready fails if xuc user is not in the expected form
#1315 - Trunk SIP configuration - definition of JSON config file
#1379 - Describe steps to configure XIVO to be directmedia + RFC2833 ready

Xuc server

#1438 - Inconsistency of callerid when calling with ccagent between first call and second call
#1436 - Recording server does not show second agent if there was a transfer

CC Manager

#1456 - CC Manager - column sums are no longer displayed in queue view

Recording Server

#1329 - CCAgent call history display internal incoming calls
#1331 - CCAgent call history display internal calls not properly processed

Web RTC

#1308 - Two Dial XFer on Web RTC

Polaris.00¶

Note

LTS Release. New features and behavior changes are listed above, under the Polaris (2017.11) section.

Consult the Polaris.00 Roadmap for complete list of features and fixes.

Polaris is a LTS release of XiVO Solutions. A summary of the New Features and Behavior Changes compared to the previous LTS version, Five, is available above (see Polaris (2017.11)).

Components udpated: spagobi, xivo-manage-db, xucmgt, xivo-config, xivo-web-interface, xivo-swagger-doc, xivocc-installer, recording-server, xivo-agid, xivo-confgend, xivo-full-stats, xucserver

System

#1351 - XiVO CC can’t list XiVO PBX database : user stats created by installation has no rights

Note

Upgrade: when upgrading it will also fix users stats and xuc for XiVO that were first installed in version from 2017.06 to 2017.10.
#1372 - Add writetimeout to ami config by the xivocc-installer
Note

Upgrade: when upgrading from Five version you should add the writetimeout parameter to the /etc/asterisk/manager.d/02-xivocc.conf file:
[xuc] secret = ... deny = ... permit = ... read = ... write = ... writetimeout = 10000
#1444 - Do not use distribution xivo-solutions

XiVO PBX

Asterisk : #1345 - Ships asterisk 13.17.1 with patches for #756, #1063, #1277 (see below)
- #852 - Agents stop receiving calls from queue after AMI Redirect transfer (needs wrapuptime != 0)
- #756 - SDP owner is changed upon re-INVITE
- #1063 - Crash after attended transfer from queue via Local channels
- #1277 - Asterisk can crash after direct transfer after a REDIRECT (with misconfigured Switchboard)
#1113 - Send XiVO version in the User-Agent SIP header
Note

Behavior change:
- SIP User-Agent was changed to include the XiVO Version. The SIP User-Agent now advertise is in the form XiVO PBX 2017.11.00.
- Upon upgrade, if you had changed manually your XiVO User-Agent in General Settings -> SIP Protocol -> General it won’t be changed by the upgrade. Therefore you have to put manually the new default value which is XIVO_VERSION
#1180 - Set default parameters - Groups
#1181 - Set default parameters - Queues
#1182 - Set default parameters - subroutine forward
#1370 - Remove CTId ng from swagger API documentation
#1305 - Make XiVO “configuration ready” for RFC 2833 / Directmedia
- #1378 - Remove “hangup with DTMF” Dial option from dialplan
  Note
  
  Behavior change:
  Hangup are no longer possible through *0 extension
  
  An attended transfer initiated via the XiVO Client can’t be cancelled via this *0 extension
  If needed this Dial option should be added via a subroutine on the user.
#1394 - Documentation: Configuration of new switchboard queue has changed
#1403 - Change trust_id_outbound default value to yes (anonymous calls with RFC3325)

Note

Behavior change:

With this change, if your SIP trunk has Send the Remote-Party-ID set to PAI, anonymous calls will be sent according to RFC 3325. See Outgoing call caller ID.
#1406 - Outgoing calls - set default callerid if user has its presentation to anonymous

XiVO Provisioning

#1012 - Bug Directory Mitel 6865i 6869i (fixed with Aastra/Mitel firmware update done in plugin v1.7 - see Plugins release notes)
#1422 - Add support of expansion module EXP40 for T46S/T48S (see Plugins release notes)
#1423 - Add support for Auto-Answer header for Snom (see Plugins release notes)

Note

Upgrade:

You MUST update your Snom phones with this new version of plugin to be able to use CTI Transfer (UC Assistant or CCAgent).

Spago BI

#1342 - tomcat7-jre8 container image used for spagoBi has conflict

UC Assistant

#1362 - Allow “Do Not Disturb” mode and add forwarding on missed call
#1428 - UC Assistant can forward to a valid number

CC Agent

#1047 - Respect locale when displaying days in date
#1242 - Current call in customer history is properly displayed with correct wait time
#1244 - Fix already transferred call ghost display
#1361 - Add call action on a activity for transfer
#1380 - Delay between database update and xuc history request causes missing call
#1385 - Display time next to agent status

CC Manager

#1347 - Cannot upload callback in ccmanager using https
#1408 - Allow dismiss of the user rights alert panel

XiVOcc

#1374 - Update fingerboard with new ccagent links

Recording Server

#1328 - CCAgent call history displays outgoing calls
#1330 - CCAgent call history display ACD incoming calls
#1386 - CCAgent Call History Display Abandoned ACD Incoming calls

XiVO Full Stats

#1387 - CCAgent call history display some call are “One event behind”

Xuc Server

#1393 - Remove call stuck in CCManager after attended transfer
#1363 - Complete transfer using AMI
#1304 - Initiate second call for transfer using AMI
Note
Behavior change :
- The attended transfer is no longer done through the device capabilities or using DTMF but using AMI command to manage the device calls.
- Snom devices required previously the user to complete the transfer twice to actually perform the transfer, this is no longer the case.
- WebRTC transfer is currently not working with this version.
- You cannot complete a transfer initiated from the Agent / Assistant by hanging up.

Polaris Intermediate Versions¶

XiVO Polaris Intermediate Versions¶

2017.10¶

Components updated: xivo-confd, xivo-confgend, xivo-dao, xivo-manage-db, xivo-web-interface, xuc, xucmgt, recording-server

Consult the 2017.10 Roadmap for complete list of features and fixes.

System

#1248 - Xivo CC installation fails if Xivo >= 2017.06 was installed by script

Note

This fix does not apply to new installations of XiVO in version from 2017.06 to 2017.09. To complete XiVO CC installation on these XiVOs, add users stats and xuc manually following the Manual configuration and installation page.

XiVO PBX

#1178 - Simplification 2 - Set default parameters - Voicemails
#1179 - Simplification 3 - Set default parameters - Users
Operator SIP trunk configuration simplification (step 1):

#1303 - Trunk SIP configuration - copy files to XiVO

#1313 - Trunk SIP configuration - add configuration page

#1314 - Trunk SIP configuration - create trunk and change settings

Xuc Server

#1068 - Allow to add queue statistics with thresholds other then 15 seconds.

CCManager

#1187 - Typed paused statistics are back in ccmanager agent view

CCAgent

#995 - New agent call history
#1149 - Wrong call display after agent logout by special number
#1299 - Agent is not logged out from CCAgent Application
#1302 - Allow directory search with live statuses
#1312 - Agent list menu and associated content
#1227 - USR_TITLE2 and USR_TITLE4 contents are inverted in the call data tab

Web RTC

#1061 - Support rtcpMuxPolicy require

Recording Server

#1340 - Be able to see transferred calls recordings

XiVO Provisioning

#1216 - Update Aastra firmware (see Plugins release notes)

2017.09¶

Components updated: xivo-web-interface, xuc, xucmgt, xivo-confd, xivo-dao, xivo-manage-db

Consult the 2017.09 Roadmap for complete list of features and fixes.

XiVO PBX

#1177 - Simplification 1 - Set default parameters - General SIP protocol
#1267 - Template device can’t be added
#1073 - REST API authorize creation of out of context number when range begin with a zero

XiVO Provisioning

#1216 - Update Aastra Firmware
#1046 - Add support of Yealink T4XS family (see Plugins release notes)
#1083 - Add support for Yealink T23G (see Plugins release notes)

UC Assistant

#1281 - List of favorite users stops refreshing.

System

#1280 - Documentation: Transfer initiated from phone can’t be finished from Assistant or CCAgent

CCAgent

Callbacks are now fully reimplemented
#1264 - Agent can’t finish attended transfer of call from queue by clicking UI button
#840 - Callback box processing could disappear if clicking somewhere in agent application

2017.08¶

Components updated: xivocc-installer, xivo-fetchfw, nginx, xuc, xucmgt, recording-server, xivo-dao, xivo-web-interface, xivo-full-stats, xivo-agid

Consult the 2017.08 Roadmap for complete list of features and fixes.

System

#1192 - WebRTC cannot connect to XiVO / Session limit / TCP timeout

XiVO PBX

#1208 - Template line entry undeletable when there’s a blank in the name

Note

Undeletable template lines created before this fix can be removed manually from /var/lib/xivo-provd/jsondb/configs directory. XiVO web interface will still list them until xivo-provd is restarted. Do not delete any files which aren’t displayed in the web interface from the directory!
#1213 - Wrong outcallerid when transfering call from Switchboard/Webassistant/CC Agent
#1209 - Document how to restore XiVO that was configured for XiVO CC from backup
#1072 - Displaying available numbers is false when the number starts with zero
#1225 - Wrong trunk configuration leads to unknown protocol and generates error in agi script

XiVO Provisioning

#1215 - Add dependency to unrar-free and unar for Yealink fw download

XUC Server

#1217 - When using dial from mobile, initial call to user’s mobile uses his outgoing Outgoing Caller ID.
#1223 - Handle correctly calls with status=exit_with_key in call history.
#1237 - Data attached to a channel get propagated to all calls.

Recording Server

#1223 - Handle correctly calls with status=exit_with_key in call history.

Callbacks

#1130 - Some callbacks are listed as to be called back however they do not appear in CCAgent
#1231 - Saving callback with status “Handled by mail” causes logout

CCManager

#1188 - Agent Group view is not working any more

UC Assistant

#1221 - Fixed problems after re-login.

Web RTC

#1234 - WebRTC cannot connect to XiVO / Session limit / TCP timeout

2017.07¶

Components updated: xivo-backup, xivo-monitoring, xivo-service, xuc

Consult the 2017.07 Roadmap for complete list of features and fixes.

System

#1057 - Documentation for compose file, custom.env and xivocc-dcomp
#1098 - Generate SSH keys without prompt by xivocc-installer
#1168 - Reduce size of container internal logs

CC Agent

#1002 - Callback list display by activity.
#1117 - Attended transfer and conference is now available in call control.
#1120 - Able to remove activity from favorites and be able to subscribe to all activities in one click.
#1161 - Allow pause agent when he is dialing or ringing.

XiVO PBX

#1050 - xivo-websocketd was removed

Note

The log, logrotate and configuration files of xivo-websocketd and xivo-ctid-ng will remain in the system after the upgrade. Please purge them manually:

apt-get purge xivo-websocketd xivo-ctid-ng

XUC Server

#1171 - Errors in xuc.log fill entire disk space
#1184 - Data attached to a channel get propagated to all calls

Warning

When transferring a call, these variables are attached to the new channel however to prevent propagation on all trunk channels, your trunk name must contain ‘trunk’ so they can be distinguished from sip devices.

XiVO Centralized User Management

#834 - Edit button on the user list page is disabled, but the mouse pointer is not updated to no entry sign when pointed
#1051 - Document the allowEntityOverlap option
#1084 - Allow voicemail management using XCU

2017.06¶

Components updated: xuc, xucmgt (version 2017.06.02), xivo-backup, xivo-confd, xivo-config, xivo-ctid, xivo-dao, xivo-manage-db, xivo-monitoring, xivo-service, xivo-upgrade, xivo-web-interface

Consult the 2017.06 Roadmap for complete list of features and fixes.

XiVO PBX

Asterisk : #1111 - Ship new asterisk version 13.16.0
#581 - Autopause can be set to “No” or “All” only. This queue option can be configured only to pause the not answering agents on all queues. The removed autopause “Yes” option will be migrated to “All” by the upgrade.
#1118 - Cannot login new CTI user if it was created with Live reload deactivated (cf. SynchroLDAP)
#1049 - xivo-ctid-ng was removed to improve system performance
#1143 - Polycom : Updater for IP6000 and IP7000, download URL has changed

CC Agent

Note

CCAgent web interface is being completely redesigned. Currently works only:

Basic features: Login/logout, pause/unpause,
Call control: answer/hangup, hold/unhold, start/stop recording,
Activity view (previously Queues view),
(New) Customer call history.

See CC Agent documentation.

#994 - Redesign call tracking & call control
#996 - Redesign customer call history
#1000 - Project initialization - structure and tooling
#1001 - Agent Activities (Queues) View
#1003 - Agent state and Agent statistics

XUC Server

#1079 - Synchronize CC applications with agent login key with predefined agent number
#1088 - Xuc AMI connection broken on forward to channel starting with ‘Local/***’

System

#1109 - XiVO basic preparation for XiVO CC

Warning

If you are asked by xivo-upgrade installer, you must choose to replace the cel.conf file or ensure that its content correspond to these defaults.
#644 - Make host and port variables more customizable to simplify multi-server installation. The following variables can now be defined in the /etc/docker/compose/custom.env file:
```
CONFIG_MGT_HOST, CONFIG_MGT_PORT, RECORDING_SERVER_HOST, RECORDING_SERVER_PORT, REPORTING_HOST
```
Warning

To customize port, you must also edit the ports section in the /etc/docker/compose/docker-xivocc.yml file.

XiVO Centralized User Management

#447 - XCU now correctly uses configuration parameter incallContext to override incall context for new users
#476 - Incoming call (DID) was not deleted on XiVO when I delete a user through GCU
#462 - Create voicemail with a password set to voicemail number
#830 - Disable XiVO auto-reload before entity update, re-enable afterwards.
#832 - Faster counting of Xivo’s available places (using cached users)
#865 - Add molly guard to prevent unintentional shutdown
#1089 - New XCU installer (debian package gcu-installer) - see Installation and Upgrade.
#1102 - Increase nginx proxy timeout (when adding Xivo took longer time, UI displayed 504 Gateway Time-out error, although operation finished ok).
#1107 - Upgrade Play Framework version to 2.5.15
#1108 - When Xivo is added, set proper permissions to files copied.
#1119 - When editing user, use latest user data from XiVO.

2017.05¶

Components updated: xuc, xucmgt, xivo-db-replication, xivo-config, xivo-confgend, xivo-utils, xivo-base, xivo-web-interface

Consult the 2017.05 Roadmap for complete list of features and fixes.

UC Assistant

#982 - Remove error message on call originated by user using WebRTC

CCAgent

#122 - WebRTC in Agent (Agent environment)
#1037 - Wrong message if not an agent when login in ccagent

CCManager

#1027 - CCManager does not display custom agent status
#1029 - Checkbox to show Groups in ccmanager is not displayed when ticked

System

#644 - Make host and port variables more customizable to simplify multi-server installation. The following variables can now be defined in the /etc/docker/compose/custom.env file:
```
CONFIG_MGT_HOST, CONFIG_MGT_PORT, RECORDING_HOST, RECORDING_PORT, REPORTING_HOST
```
Warning

To customize port, you must also edit the ports section in the /etc/docker/compose/docker-xivocc.yml file.
#986 - Doc enhancement for SSO and Kerberos Authentication

XiVO PBX

Asterisk : #853 - Ship new asterisk version 13.15.0 with a patch (see #878 below)
- #818 - app_queue: Random queues disappear on “core reload queue all”
- #878 - One-way audio when transcoding
#262 - Disable DND key on Polycom, Snom and Yealink devices (see Plugins release notes)
#583 - webrtc option is not available in SIP line option list
#855 - Update Polycom fw to 4.0.11 for SoundStation IP6000 (see Plugins release notes)
#1038 - When user change context, modification not reported in database
#1039 - Extensions beginning by 00 missing in the default call rights
#1052 - Be able to use a predefined agent number using login func key (see Login and Pause management using function keys)
#1078 - Agent login funckey (***30) : agent number length can’t be different from phone number length
#1071 - Web interface should not display LTS1 or Five for Intermediate Version

Reporting

#1060 - Pack reporting upgrade to latests db version does not alter queue_log table as expected

Xuc Server

#1028 - Call tracking is not working when using a custom Caller Id in the user Closed
#1030 - Phone status unknown after Xuc server start, updated on first phone event Closed
#1032 - Remove dial timeout on transfer from UC Assistant Closed
#1035 - CC Agent: outgoing calls are counted as incoming call if Agent issues a call while Paused
#1040 - Unable to connect an agent 2 times on different applications

XiVO Centralized User Management

#673 - Add new interval routing mode: Routed with customized direct number. External numbers are validated for interval bounds and for uniqueness.
#707 - Safer entity update with rollback on error and error reporting
#754 - Extend validation of Xivo, Entity, Interval, Line template, Role, Administrator + better validation error reporting to user
#774 - Allow line templates with more than four intervals
#1011 - Document multi-xivo routing configuration & expected environment for GCU (see Intended usage and features)
#1020 - When creating user, display routing mode of selected interval.
#1025 - Installation script will now use installed PostgreSQL and check that its version is >= 9.5 (instead of installing latest 9.X version in parallel to the old one)
#1031 - Fix dialplan routing configuration

2017.04¶

Consult the 2017.04 Roadmap for complete list of features and fixes.

Reporting

#247 - Remove default accounts from SpagoBI login page
#992 - Update spagobi jre to 8

XiVO Solutions Documentation (Polaris Edition)¶

Introduction¶

XiVO History¶

Getting Started¶

Installation & Upgrade Guide¶

XiVO Installation & Upgrade¶

Installing the System¶

Installing from the ISO image¶

Installing from a minimal Debian installation¶

Requirements¶

Installation¶

Alternatives versions¶

Other installation methods¶

Running the Wizard¶

Language¶

License¶

Configuration¶

Entities and Contexts¶

Validation¶

Default configuration for France¶

Default SIP parameters¶

Outgoing call rules¶

Right call rules¶

Default template device¶

Post Installation¶

Display called name on internal calls¶

Incoming caller number display¶

Time and date¶

Codecs¶

Voicemail¶

Telephony Hardware¶

Load the correct DAHDI modules¶

Know which card is in your server¶

Create the configuration file¶

Apply the configuration¶

Next step¶

Specific configuration¶

Hardware Echo-cancellation¶

Know which firmware you need¶

Install the firmware¶

Activate the Hardware Echo-cancellation¶

Apply the configuration¶

Next step¶

Specific configuration¶

Card configuration¶

BRI card configuration¶

PRI card configuration¶

Analog card configuration¶

Voice Compression Card configuration¶

Apply configuration¶

Notes on configuration files¶

/etc/dahdi/system.conf¶

/etc/asterisk/chan_dahdi.conf¶

/etc/asterisk/dahdi-channels.conf¶

Debug¶

Check IRQ misses¶

XiVO UC add-on¶

Prerequisites¶

Install process overview¶

Install XiVO UC¶

After-install steps¶

Upgrade¶

Using XiVO UC¶

Monitoring¶

Known issues¶

Uninstallation¶

Upgrading¶

Overview¶

Upgrade to an LTS version¶

Upgrade to an Intermediate version¶

Preparing the upgrade¶

Upgrade¶

xivo-upgrade script¶

Specific procedures¶

Upgrading a cluster¶

Migrate XiVO from i386 (32 bits) to amd64 (64 bits)¶

Asterisk upgrade procedure¶

XiVOCC Recording upgrade procedure¶

Version-specific upgrade procedures¶

Switch to xivo.solutions¶

Migrate XiVO from `i386` (32 bits) to `amd64` (64 bits)¶