Call Manager Support - User contributions [en]

Prompts

2026-01-20T18:21:10Z

Cmsadmin:

When an outage occurs, you likely experience a huge call volume spike into your service desk from users reporting the outage and wanting to know when their service will be restored. The Prompts module allows project leaders to place an alert message in front of the main menu in the Service Desk IVR.

==Usage requirements==
*Chrome browser.
*Call Manager account (Leader profile).
*Assigned call manager extension.

==How to define an outage message==
*Sign in to the Issabel Call Manager and open the Prompts module.
*Choose New Prompt. The form will load showing the fields needed to create your message.
:[[File:Prompts-1.png|800px|link=|caption]]
*Set a name for your message.
*Select the target from the drop-down.
*Click the voice drop-down to see the various voices available.
*Type the text of your message in the textbox.
*Experiment with different voices and text to see how differently they sound when you click Listen.
*Click Save when you're done.
*By default when a message is saved the status is disabled so WE WILL NOT BE AFFECTING THE IVR until we activate it as we will see in the next step.
:[[File:Prompts-2.png|800px|link=|caption]]

==How to enable/disable an outage message==
Once we have created an alert message it will be added to the list that is displayed on the initial screen of the module. In this list all our messages will be displayed and we can perform actions such as activate, deactivate, delete or edit.
:[[File:Prompts-3.png|800px|link=|caption]]

*To activate a message in the IVR.
**Select the message from the list.
**Choose Activate from the drop-down menu.
**Click Change Status.
**By changing a message to active status we are releasing a recording with that message to be played in front of the main IVR.
:[[File:Prompts-4.png|800px|link=|caption]]

*To deactivate a message in the IVR.
**Select the message from the list.
**Choose Deactivate from the drop-down menu.
**Click Change Status.
**By changing a message to inactive status we are removing the recording with that message so that it is no longer played in front of the main IVR.
:[[File:Prompts-5.png|800px|link=|caption]]

==How to edit/delete an outage message==
Once a message has been created or after some time you may want to make some changes to the text, to update a reference such as a link, a contact phone or a date. For these cases it is possible to use the Edit option.

*To edit a message.
**First, deactivate the message you want to change from the list.
**Locate and click [Edit] in the options column.
**Apply your changes in the opened text form.
**Confirm the edits by clicking [Update].
**Finally, reactivate the message.
:[[File:Prompts-6.png|800px|link=|caption]]

*To delete a message.
**Select the message from the list.
**Click the Delete button.
**Confirm that we are sure to proceed with the deletion.
:[[File:Prompts-7.png|800px|link=|caption]]

==FAQ==
;1. If I generate a new message, is it activated in automatic?
:No, every time we create a new message by default it remains inactive until we activate it manually.
;2. Is there a limit to the number of messages that can be created?
:It is possible to have multiple messages in our list, so if we want to generate a catalog of messages to activate them at the time an outage arises, It is perfectly possible.
;3. Can I activate the same message for multiple languages?
:If you have an IVR in more than one language, you will need to create a message for each language you have and activate them separately.
;4. Can I have multiple messages active at the same time?
:It is possible to have only one active message for each language.

[[Category:Issabel_User_Guide]]

Prompts

2026-01-20T18:20:28Z

Cmsadmin: Created page with "When an outage occurs, you likely experience a huge call volume spike into your service desk from users reporting the outage and wanting to know when their service will be restored. The Prompts module allows project leaders to place an alert message in front of the main menu in the Service Desk IVR. ==Usage requirements== *Chrome browser. *Call Manager account (Leader profile). *Assigned call manager extension. ==How to define an outage message== *Sign in to the Issabe..."

When an outage occurs, you likely experience a huge call volume spike into your service desk from users reporting the outage and wanting to know when their service will be restored. The Prompts module allows project leaders to place an alert message in front of the main menu in the Service Desk IVR.

==Usage requirements==
*Chrome browser.
*Call Manager account (Leader profile).
*Assigned call manager extension.

==How to define an outage message==
*Sign in to the Issabel Call Manager and open the Prompts module.
*Choose New Message. The form will load showing the fields needed to create your message.
:[[File:Prompts-1.png|800px|link=|caption]]
*Set a name for your message.
*Select the target from the drop-down.
*Click the voice drop-down to see the various voices available.
*Type the text of your message in the textbox.
*Experiment with different voices and text to see how differently they sound when you click Listen.
*Click Save when you're done.
*By default when a message is saved the status is disabled so WE WILL NOT BE AFFECTING THE IVR until we activate it as we will see in the next step.
:[[File:Prompts-2.png|800px|link=|caption]]

==How to enable/disable an outage message==
Once we have created an alert message it will be added to the list that is displayed on the initial screen of the module. In this list all our messages will be displayed and we can perform actions such as activate, deactivate, delete or edit.
:[[File:Prompts-3.png|800px|link=|caption]]

*To activate a message in the IVR.
**Select the message from the list.
**Choose Activate from the drop-down menu.
**Click Change Status.
**By changing a message to active status we are releasing a recording with that message to be played in front of the main IVR.
:[[File:Prompts-4.png|800px|link=|caption]]

*To deactivate a message in the IVR.
**Select the message from the list.
**Choose Deactivate from the drop-down menu.
**Click Change Status.
**By changing a message to inactive status we are removing the recording with that message so that it is no longer played in front of the main IVR.
:[[File:Prompts-5.png|800px|link=|caption]]

==How to edit/delete an outage message==
Once a message has been created or after some time you may want to make some changes to the text, to update a reference such as a link, a contact phone or a date. For these cases it is possible to use the Edit option.

*To edit a message.
**First, deactivate the message you want to change from the list.
**Locate and click [Edit] in the options column.
**Apply your changes in the opened text form.
**Confirm the edits by clicking [Update].
**Finally, reactivate the message.
:[[File:Prompts-6.png|800px|link=|caption]]

*To delete a message.
**Select the message from the list.
**Click the Delete button.
**Confirm that we are sure to proceed with the deletion.
:[[File:Prompts-7.png|800px|link=|caption]]

==FAQ==
;1. If I generate a new message, is it activated in automatic?
:No, every time we create a new message by default it remains inactive until we activate it manually.
;2. Is there a limit to the number of messages that can be created?
:It is possible to have multiple messages in our list, so if we want to generate a catalog of messages to activate them at the time an outage arises, It is perfectly possible.
;3. Can I activate the same message for multiple languages?
:If you have an IVR in more than one language, you will need to create a message for each language you have and activate them separately.
;4. Can I have multiple messages active at the same time?
:It is possible to have only one active message for each language.

[[Category:Issabel_User_Guide]]

File:Prompts-7.png

2026-01-20T18:10:20Z

Cmsadmin:

File:Prompts-6.png

2026-01-20T18:10:08Z

Cmsadmin:

File:Prompts-5.png

2026-01-20T18:09:51Z

Cmsadmin:

File:Prompts-4.png

2026-01-20T18:09:40Z

Cmsadmin:

File:Prompts-3.png

2026-01-20T18:09:29Z

Cmsadmin:

File:Prompts-2.png

2026-01-20T18:09:11Z

Cmsadmin:

File:Prompts-1.png

2026-01-20T18:08:46Z

Cmsadmin:

MediaWiki:Intercommessenger.js

2025-10-08T21:55:05Z

Cmsadmin:

MediaWiki:Intercommessenger.js

2025-09-09T22:36:18Z

Cmsadmin:

MediaWiki:Intercommessenger.js

2025-08-20T20:27:08Z

Cmsadmin:

MediaWiki:Intercommessenger.js

2025-08-20T20:25:35Z

Cmsadmin:

MediaWiki:Intercommessenger.js

2025-08-20T17:39:07Z

Cmsadmin:

MediaWiki:Intercommessenger.js

2025-08-20T17:36:25Z

Cmsadmin:

var user.name = mw.config.get('wgUserName');

window.intercomSettings = {
api_base: "https://api-iam.intercom.io",
app_id: "pk22v9d7",
name: user.name,
};

// We pre-filled your app ID in the widget URL: 'https://widget.intercom.io/widget/pk22v9d7'
(function(){var w=window;var ic=w.Intercom;if(typeof ic==="function"){ic('reattach_activator');ic('update',w.intercomSettings);}else{var d=document;var i=function(){i.c(arguments);};i.q=[];i.c=function(args){i.q.push(args);};w.Intercom=i;var l=function(){var s=d.createElement('script');s.type='text/javascript';s.async=true;s.src='https://widget.intercom.io/widget/pk22v9d7';var x=d.getElementsByTagName('script')[0];x.parentNode.insertBefore(s,x);};if(document.readyState==='complete'){l();}else if(w.attachEvent){w.attachEvent('onload',l);}else{w.addEventListener('load',l,false);}}})();

if (username) {
console.log("Current user: " + username);
} else {
console.log("User is not logged in.");
}

MediaWiki:Intercommessenger.js

2025-08-20T17:24:41Z

Cmsadmin:

MediaWiki:Intercommessenger.js

2025-08-20T17:15:01Z

Cmsadmin:

MediaWiki:Intercommessenger.js

2025-08-20T17:13:58Z

Cmsadmin:

MediaWiki:Intercommessenger.js

2025-02-10T15:41:39Z

Cmsadmin:

MediaWiki:Intercommessenger.js

2025-02-07T21:07:39Z

Cmsadmin:

Asternic Reports

2025-01-23T16:56:51Z

Cmsadmin:

==Report Selection==
When logged into Asternic you will have the option to chose a subset of your Agents and Queues to run a report. Also a date range and a time frame. There are some shortcuts to select a data range, like ‘This Week’, ‘Last month’, ‘Yesterday’, etc.

[[File:Asternic-0.png|center|600px|link=|caption]]

Once your selection is done you can run the report by clicking the <code>Display Report</code> button. If you have lots of data, it might take some time to bring you the first result, and you will be able to navigate to different reports by selecting their appropriate Tab in the web interface

{{Note|When we refer to '''answered''' calls, we mean any queue call that was connected to an agent. When we refer to '''unanswered''' calls it means the opposite, a call that was not connected to an agent. In this case, a call can be either '''Abandoned''' or '''Unanswered''', the former being a call that was dropped/hangup by the caller, and the later a call that have exited the qeueue application, but that might have been answered elsewhere or perhaps failed over to another queue.}}

==Distribution Tab==
This section will show reports that includes all calls (answered or not) for the selected time period/agent/queues, grouped by different metrics, mostly time derivatives: per month, per day, per day of week, etc. It is a mix of both Answered reports and Unanswered reports in one, as such you can find formulas that involves both answered and unanswered calls, like Service Level Agreement.

==Answered Tab==
This section will show only Answered calls in the system. Answered calls are constituted by two main dispositions:

* COMPLETECALLER (caller hanged up the call first)
*COMPLETEAGENT (agent hanged up the call first).
*TRANSFER (agent transferred the call somewhere else). In most systems, transfers are not logged. Look at the TRANSFER section at the end of this guide for an explanation/solutions.

==Unanswered Tab==
This section will show only Unanswered calls in the system. Unanswered calls are constitued by several dispositions.

The most important is

* ABANDON, that means that a caller hanged up, possibly tired of waiting, before being connected to an agent.

There are other dispositions that counts torwards unanswered calls:

* EXITWITHTIMEOUT, that means the maximum configured wait time in the queue was reached, and the call was diverted to the failover destination.
* EXITWITHKEY, means that the caller exited the queue by pressing some digit
* EXITEMPTY, means that the caller was diverted because there were no available agents to take the call

==Agent Tab==
You will see reports showing Agent activity and session times. Including pauses and activity details.

==Search Tab==
It lets you perform a search over calls on the system based on some fields, like date ranges, agent, call duration, uniqueid, etc.

==Realtime Tab==
It will show your queues and agents real time state. It will refresh every few seconds.

More information... [https://www.asternic.net/docs/userguide/# Asternic Complete Guide]

[[Category:Asternic_User_Guide]]

Asternic

2025-01-23T16:56:28Z

Cmsadmin:

Asternic Stats will let you run reports over your Asterisk PBX queue activity, like how many calls were abandoned, how many answered, by whom, call durations, wait times, call distribution per day, week, month, hour, queue, day of week, agent session times, pause durations, etc. Includes a search facility, a realtime view where you can also pause/unapuse or remove members from queues, integration with recordings so you can download/listen to queue call recordings. Clearing cache will ensure you are looking at the newest version of your website. It is recommended that this be performed once a week, at minimum.

==Predefined Reports==
[[File:Asternic-2.png|right|200px|link=|caption]]

The following reports are integrated with Asternic:
* Distribution: by queue, by month, by week, by day, by week day, by hour, by URL, and a detailed report.
* Answered Calls: by queue, by wait time, by agent, by disconnection cause, by duration, transferred calls, and a detailed report.
* Answered and Unanswered Service Level Reports.
* Unanswered Calls: by queue, by disconnection cause, by URL and a detailed report.
* Agent Availability, Sessions and Pause Durations, Call Dispositions, and a Detailed Paused Report and Session Report.

==Inline Help==
[[File:Asternic-3.png|right|150px|link=|caption]]
While browsing grids you will see queue events and detailed information about each step in a queue call flow. Some of the fields vary in meaning depending on the event involved. We added inline help to these reports so you can understand the data in an easier way. Just place the mouse over those fields and a tooltip will appear explaining each one.
 

==Search Form==
[[File:Asternic-4.png|right|150px|link=|caption]]
Are you looking for a specific call? A search form will show a quick result from your query. You can search by CallerId, Agent, Queue, Call Duration, unique id and Date Ranges.
 

==Detail Drill-Down Grids==
[[File:Asternic-5.png|right|150px|link=|caption]]
The results grouped in each grid can be viewed in details just clicking into its linked item. A drill-down grid will appear showing the calls in details with Asterisk Events and other relevant information like caller-id, agent, timing information, etc.
 

==Listen to Recordings==
[[File:Asternic-6.png|right|150px|link=|caption]]
You can record all the calls connected and our tool will convert them into MP3 format to save you disk space and show them on each detailed record. The actions will let you listen with a simple but functional player or download as a file
 

==Realtime Information==
[[File:Asternic-7.png|right|150px|link=|caption]]
The Realtime dashboard shows agent activity, calls waiting, timers, etc. There is also a summary table with calls offered/answered for that day.
 

==Realtime Actions==
[[File:Asternic-8.png|right|150px|link=|caption]]
As a manager, you can SPY (or listen to) the calls in progress. Also you can Coach your Agent using whisper method during the call. Another action will let you steal the call from an agent. It is also possible to pause/unapuse or remove members from a queue.
 

More information... [https://www.asternic.net/docs/userguide/# Asternic Complete Guide]

[[Category:Asternic_User_Guide]]

Category:Asternic User Guide

2025-01-23T16:56:17Z

Cmsadmin:

More information... [https://www.asternic.net/docs/userguide/# Asternic Complete Guide]

Asternic Reports

2025-01-23T16:52:58Z

Cmsadmin:

==Report Selection==
When logged into Asternic you will have the option to chose a subset of your Agents and Queues to run a report. Also a date range and a time frame. There are some shortcuts to select a data range, like ‘This Week’, ‘Last month’, ‘Yesterday’, etc.

[[File:Asternic-0.png|center|600px|link=|caption]]

Once your selection is done you can run the report by clicking the <code>Display Report</code> button. If you have lots of data, it might take some time to bring you the first result, and you will be able to navigate to different reports by selecting their appropriate Tab in the web interface

{{Note|When we refer to '''answered''' calls, we mean any queue call that was connected to an agent. When we refer to '''unanswered''' calls it means the opposite, a call that was not connected to an agent. In this case, a call can be either '''Abandoned''' or '''Unanswered''', the former being a call that was dropped/hangup by the caller, and the later a call that have exited the qeueue application, but that might have been answered elsewhere or perhaps failed over to another queue.}}

==Distribution Tab==
This section will show reports that includes all calls (answered or not) for the selected time period/agent/queues, grouped by different metrics, mostly time derivatives: per month, per day, per day of week, etc. It is a mix of both Answered reports and Unanswered reports in one, as such you can find formulas that involves both answered and unanswered calls, like Service Level Agreement.

==Answered Tab==
This section will show only Answered calls in the system. Answered calls are constituted by two main dispositions:

* COMPLETECALLER (caller hanged up the call first)
*COMPLETEAGENT (agent hanged up the call first).
*TRANSFER (agent transferred the call somewhere else). In most systems, transfers are not logged. Look at the TRANSFER section at the end of this guide for an explanation/solutions.

==Unanswered Tab==
This section will show only Unanswered calls in the system. Unanswered calls are constitued by several dispositions.

The most important is

* ABANDON, that means that a caller hanged up, possibly tired of waiting, before being connected to an agent.

There are other dispositions that counts torwards unanswered calls:

* EXITWITHTIMEOUT, that means the maximum configured wait time in the queue was reached, and the call was diverted to the failover destination.
* EXITWITHKEY, means that the caller exited the queue by pressing some digit
* EXITEMPTY, means that the caller was diverted because there were no available agents to take the call

==Agent Tab==
You will see reports showing Agent activity and session times. Including pauses and activity details.

==Search Tab==
It lets you perform a search over calls on the system based on some fields, like date ranges, agent, call duration, uniqueid, etc.

==Realtime Tab==
It will show your queues and agents real time state. It will refresh every few seconds.

More information... [https://www.asternic.net/docs/userguide/# Astenic Complete Guide]

[[Category:Asternic_User_Guide]]

Asternic

2025-01-23T16:52:11Z

Cmsadmin:

Asternic Stats will let you run reports over your Asterisk PBX queue activity, like how many calls were abandoned, how many answered, by whom, call durations, wait times, call distribution per day, week, month, hour, queue, day of week, agent session times, pause durations, etc. Includes a search facility, a realtime view where you can also pause/unapuse or remove members from queues, integration with recordings so you can download/listen to queue call recordings. Clearing cache will ensure you are looking at the newest version of your website. It is recommended that this be performed once a week, at minimum.

==Predefined Reports==
[[File:Asternic-2.png|right|200px|link=|caption]]

The following reports are integrated with Asternic:
* Distribution: by queue, by month, by week, by day, by week day, by hour, by URL, and a detailed report.
* Answered Calls: by queue, by wait time, by agent, by disconnection cause, by duration, transferred calls, and a detailed report.
* Answered and Unanswered Service Level Reports.
* Unanswered Calls: by queue, by disconnection cause, by URL and a detailed report.
* Agent Availability, Sessions and Pause Durations, Call Dispositions, and a Detailed Paused Report and Session Report.

==Inline Help==
[[File:Asternic-3.png|right|150px|link=|caption]]
While browsing grids you will see queue events and detailed information about each step in a queue call flow. Some of the fields vary in meaning depending on the event involved. We added inline help to these reports so you can understand the data in an easier way. Just place the mouse over those fields and a tooltip will appear explaining each one.
 

==Search Form==
[[File:Asternic-4.png|right|150px|link=|caption]]
Are you looking for a specific call? A search form will show a quick result from your query. You can search by CallerId, Agent, Queue, Call Duration, unique id and Date Ranges.
 

==Detail Drill-Down Grids==
[[File:Asternic-5.png|right|150px|link=|caption]]
The results grouped in each grid can be viewed in details just clicking into its linked item. A drill-down grid will appear showing the calls in details with Asterisk Events and other relevant information like caller-id, agent, timing information, etc.
 

==Listen to Recordings==
[[File:Asternic-6.png|right|150px|link=|caption]]
You can record all the calls connected and our tool will convert them into MP3 format to save you disk space and show them on each detailed record. The actions will let you listen with a simple but functional player or download as a file
 

==Realtime Information==
[[File:Asternic-7.png|right|150px|link=|caption]]
The Realtime dashboard shows agent activity, calls waiting, timers, etc. There is also a summary table with calls offered/answered for that day.
 

==Realtime Actions==
[[File:Asternic-8.png|right|150px|link=|caption]]
As a manager, you can SPY (or listen to) the calls in progress. Also you can Coach your Agent using whisper method during the call. Another action will let you steal the call from an agent. It is also possible to pause/unapuse or remove members from a queue.
 

More information... [https://www.asternic.net/docs/userguide/# Astenic Complete Guide]

[[Category:Asternic_User_Guide]]

Category:Asternic User Guide

2025-01-23T16:50:55Z

Cmsadmin:

More information... [https://www.asternic.net/docs/userguide/# Astenic Complete Guide]

WebPhone OUT only

2024-12-04T19:25:44Z

Cmsadmin: Created page with "The call manager includes a webrtc based phone plugin so you can make and receive calls directly from your browser. ==Before to start== *Unistall MicroSip (in case you have installed) *Clear the cache and cookies in your chrome ==How to Connect== ;1.- Issabel Portal Sign in ;2.- Open FOP2 module. :caption ;3.- Use your extension and password as defined in your email. ;4.- Allow Microphone in your first webphone connection :1.- Cl..."

The call manager includes a webrtc based phone plugin so you can make and receive calls directly from your browser.

==Before to start==

*Unistall MicroSip (in case you have installed)

*Clear the cache and cookies in your chrome

==How to Connect==

;1.- Issabel Portal Sign in

;2.- Open FOP2 module.
:[[File:fop2-1.jpg|800px|link=|caption]]

;3.- Use your extension and password as defined in your email.

;4.- Allow Microphone in your first webphone connection
:1.- Click on the “View Site Information” icon next to the website URL.
:2.- Select “Site Settings”.
:3.- From the Microphone dropdown, choose “Allow”

;5.- Perform a sound test every time you connect via webphone:
:Dial the extension 100.¿Can you hear each sound?

;6.- After your phone's status changes to "Ready", you are set to do a call.
:[[File:fop2-2.jpg|800px|link=|caption]]

==If something goes wrong==
You can email our support team (itis.cmsupport@softtek.com). Providing brief description of the issue.

[[Category:WebPhone]]

MediaWiki:Intercommessenger.js

2024-10-24T15:01:42Z

Cmsadmin:

MediaWiki:Group-sysop.js

2024-10-24T14:57:10Z

Cmsadmin: Created page with "/* Any JavaScript here will be loaded for sysops only */ importScript('MediaWiki:intercommessenger.js');"

/* Any JavaScript here will be loaded for sysops only */
importScript('MediaWiki:intercommessenger.js');

MediaWiki:Common.js

2024-10-24T14:56:58Z

Cmsadmin:

/* Any JavaScript here will be loaded for all users on every page load. */

MediaWiki:Intercommessenger.js

2024-10-23T22:11:08Z

Cmsadmin: Blanked the page

MediaWiki:Intercommessenger.js

2024-10-23T21:54:01Z

Cmsadmin:

MediaWiki:Intercommessenger.js

2024-10-23T21:50:07Z

Cmsadmin:

Intercom

2024-10-23T21:47:07Z

Cmsadmin: Created page with "{{Intercom}}"

Template:Intercom

2024-10-23T21:46:27Z

Cmsadmin: Created page with "<div id="tpl-example-placeholder">...</div>"

MediaWiki:Common.js

2024-10-23T21:44:45Z

Cmsadmin: Created page with "/* Any JavaScript here will be loaded for all users on every page load. */ importScript('MediaWiki:intercommessenger.js');"

/* Any JavaScript here will be loaded for all users on every page load. */
importScript('MediaWiki:intercommessenger.js');

MediaWiki:Intercommessenger.js

2024-10-23T21:42:30Z

Cmsadmin: Created page with "$(function () { var myPlace = document.getElementById('tpl-example-placeholder'); myPlace.innerHTML = 'any HTML'; }());"

$(function () {
var myPlace = document.getElementById('tpl-example-placeholder');
myPlace.innerHTML = 'any HTML';
}());

I can't see a new user in the Real Time of Asternic

2024-04-15T17:38:17Z

Cmsadmin:

The Real time will show your queues and agents real time state. But if you are a new agent and you can't see your user return to the option to choose a subset of Agents.

==Solution==
*In Asternic, go to Home tab.
*In the "Select Agents" option, select your name and move it to the "Selected" box.
:[[File:asternic-faq-1.jpg|450px|link=|caption]]

*Once your selection is done you can run the real time by clicking the Display Report button.

[[Category:FAQ]]

Agent login process not started

2024-04-15T17:34:06Z

Cmsadmin:

When logging into Issabel Agent Console I get the error "Agent login process not started"

[[File:Agentconsole-7.png|300px|link=|caption]]

==Cause==
Your lider no assign your extension to any queue.

==Solutions==
*Be sure the "Callback Login" option is already check.
*Ask your supervisor to add your extension to a queue to start taking calls.

[[Category:FAQ]]

MicroSip info: Answer Elsewhere

2024-04-15T17:30:43Z

Cmsadmin:

The call manager marks all calls as "answered elsewhere" when cancelled.

:[[File:AnsweredElsewhere.jpg|500px|link=|caption]]

==Causes==
*The caller decided to leave a Voicemail.
*The caller decided to generate a Callback.
*When you receive a call and someone on the Queue answers the call.

==Solution==
You do not need to take (any) further action; The system will treat the call as “not missed” to you.

[[Category:FAQ]]

Call is hanging up exactly 21 seconds into every call

2024-04-15T17:29:50Z

Cmsadmin:

My Softphone is hanging up exactly 21 seconds into every call, incoming or outgoing. I can't figure out how to fix it.
;
*It's possible your internet isn't connecting to the RTP ports (UDP 10000-65000).
*Our your MicroSip is not configured correctly.

==Solution==

*Go to MicroSip's Settings and edit the fields Source Port and RTP Ports.
:[[File:RTP-Problems-1.jpg|450px|link=|caption]]

*If you already have the previous configuration and it still doesn't work, try this one.
:[[File:RTP-Problems-2.jpg|450px|link=|caption]]

[[Category:FAQ]]

Teams interfering with MicroSip

2024-04-15T17:27:21Z

Cmsadmin:

MicroSip or Teams sound is interrupted when I receive phone calls.

==Solution==

*Fix it by going to windows' sound control panel > communications and setting the volume adjustment for calls to "do nothing".
;
*Modifidy your MicroSip's Settings:
:[[File:Teams-Problems-1.jpg|450px|link=|caption]]

[[Category:FAQ]]

Issabel disconnects me several times a day

2024-04-15T17:22:25Z

Cmsadmin:

I have an issue with my Issabel / Agent console it disconnects me every X time.

==Cause==

*Fewer disconnections: It probably is a performance computer problem.
*The same disconnections: It could be a network problem.

==Solutions==
*Connect to Issabel from Chrome.

*A lot of internet issues can be remedied quickly by simply restarting your modem/router. It’s an easy fix that’s always worth a shot. To restart your modem and router, unplug the power cable for 10 seconds and plug it back in. The equipment will take a few minutes to reboot. It’s also a good idea to restart the device you’re using.

*If you’re on Wi-Fi, try plugging your computer directly into your router with an Ethernet cable. This is the tried and true way to differentiate signal issues from Wi-Fi issues. Connect the Ethernet cable to the port on your computer, and plug the other end into one of the LAN ports on your router (these are usually yellow). Connecting the computer directly to the single port on a modem bypasses essential security measures built into the router.

*If you are in Softtek's network re-plug the cable that goes to the jack and your computer; reboot your computer in case you have pending updates.

*Use MicroSip manual to check if your configuration is OK: [[MicroSIP_Setup_Manual]]

[[Category:FAQ]]

How to Fix Authenticator Codes

2024-04-15T17:19:11Z

Cmsadmin:

My authenticator app generates codes that don't work.

==Causes==
First, check to see that your phone time matches the time on your computer. The authenticator is time-stamped, so if the two do not match it will not work.

==Solutions==
*Each code is only valid for a short period of time. Try using a new code.
*Make sure the time on your phone matches the time on your computer.
:;-Google Authenticator app
:1.-Go to the main menu on the Google Authenticator app
:2.-Select Settings
:3.-Select Time correction for codes
:4.-Select Sync now
:5.-Restart your mobile device.

:;-Microsoft Authenticator app
:1.-Update with the latest Android and iOS version for the best authentication experience.
:2.-Check that the date and time in your device's settings are set to sync automatically with the Internet network you are on.
:3.-This can also be resolved by setting your Android or iPhone to automatically update its time. For an iPhone this is Setting > General, Date and time > Automatically correct time.

*Connect to Issabel from Chrome.
*Add your key again on your Authenticator app, verifying that you correctly entered your secret key, go to [[Multi-Factor_Authentication_(MFA)]].

[[Category:FAQ]]

How to clear the cache and cookies in your chrome

2024-04-15T17:14:54Z

Cmsadmin:

Clearing the cache and cookies from a web browser is an important first-step for almost any troubleshooting for internet browsing. The 'cache' is a tool used by your internet browser to speed up the page loading process. However, sometimes it can cause a problem when websites are updated and developed as files saved in the cache may conflict with what's actually coded into the website. Clearing cache and cookies is a way we can be sure that any issues you may come across are actually something wrong with the website.

==Solution - Google Chrome==

:1.- Before you begin, close issabel and asternic tabs.

:2.- While in your browser, press Ctrl + Shift + Delete simultaneously on the keyboard to open the appropriate window.

:3.- Set the Time Range set to '''All Time'''. Check-mark Browsing history, Cookies and other site data, Cached images and files.

:4.- Click on the '''Clear now''' button to proceed.

:[[File:Cookies.jpg|450px|link=|caption]]

:5.- If on a Windows computer, close and re-open Chrome to save your changes. If on an Apple computer, go to the Chrome menu on the top menu bar and select Quit for the changes to take effect.

==IMPORTANT==
Be sure and close/quit the browser and restart it after clearing the cache and cookies.

[[Category:FAQ]]

Configuring my extension ( on Android )

2024-03-27T16:03:54Z

Cmsadmin:

In order to connect to your telephone system, you will need to know:

:'''-Account type:''' SIP
:'''-Hostname:''' Ip address. It is often named domain or registrar.
:'''-The default SIP port:''' 5060.
:'''-Extension number:''' This is the username for your account.
:'''-Password:''' This is the password for your account.

==Download ZoiPer==

*Open the Google ‘Play Store’ on your phone
*Search for ‘ZoiPer IAX SIP VOIP Softphone’ in the Play Store
*Install the app
*Accept the ZoiPer terms and conditions, tap ‘Agree & Continue’
*You may read the terms and conditions by tapping on ‘General terms’
*Then tap ‘Skip’

==Register your extension==
*Go to [[My IP Upload]] module on Issabel and update your IP in the firewall
*Now go back to the Zoiper APP
*Enter the extension ‘Login ID’ (ExtensionNumber@domain) and ‘Phone Password’ (Pwd) which you may find via email
:[[File:Zoiper-setup.jpg|200px|link=|caption]]
*Enter the hostname:
:52.52.55.230 for PENSKE subscribers
:[[File:Zoiper-hostname.jpg|200px|link=|caption]]
*Tap ‘Next’
*Tap ‘Skip’
*Wait until testing is completed
*The ‘SIP UDP’ test should be green the others are red
*Tap ‘Finish’
:[[File:Zoiper-ready.jpg|200px|link=|caption]]
*Congratulations! You're ready to use your Zoiper.

{{ContacUs}}

[[Category:FAQ]]

Configuring my extension ( on Android )

2024-03-27T16:00:22Z

Cmsadmin:

<vote type=1 />

In order to connect to your telephone system, you will need to know:

:'''-Account type:''' SIP
:'''-Hostname:''' Ip address. It is often named domain or registrar.
:'''-The default SIP port:''' 5060.
:'''-Extension number:''' This is the username for your account.
:'''-Password:''' This is the password for your account.

==Download ZoiPer==

*Open the Google ‘Play Store’ on your phone
*Search for ‘ZoiPer IAX SIP VOIP Softphone’ in the Play Store
*Install the app
*Accept the ZoiPer terms and conditions, tap ‘Agree & Continue’
*You may read the terms and conditions by tapping on ‘General terms’
*Then tap ‘Skip’

==Register your extension==
*Go to [[My IP Upload]] module on Issabel and update your IP in the firewall
*Now go back to the Zoiper APP
*Enter the extension ‘Login ID’ (ExtensionNumber@domain) and ‘Phone Password’ (Pwd) which you may find via email
:[[File:Zoiper-setup.jpg|200px|link=|caption]]
*Enter the hostname:
:52.52.55.230 for PENSKE subscribers
:[[File:Zoiper-hostname.jpg|200px|link=|caption]]
*Tap ‘Next’
*Tap ‘Skip’
*Wait until testing is completed
*The ‘SIP UDP’ test should be green the others are red
*Tap ‘Finish’
:[[File:Zoiper-ready.jpg|200px|link=|caption]]
*Congratulations! You're ready to use your Zoiper.

{{ContacUs}}

[[Category:FAQ]]

Configuring my extension ( on Android )

2024-03-21T18:22:11Z

Cmsadmin:

Configuring my extension ( on Android )

2024-03-20T22:54:06Z

Cmsadmin:

{| style="width: 100%;"
|style="width: 80%;" |  
|style="width: 20%;" | <vote type=1 />
|}

In order to connect to your telephone system, you will need to know:

:'''-Account type:''' SIP
:'''-Hostname:''' Ip address. It is often named domain or registrar.
:'''-The default SIP port:''' 5060.
:'''-Extension number:''' This is the username for your account.
:'''-Password:''' This is the password for your account.

==Download ZoiPer==

*Open the Google ‘Play Store’ on your phone
*Search for ‘ZoiPer IAX SIP VOIP Softphone’ in the Play Store
*Install the app
*Accept the ZoiPer terms and conditions, tap ‘Agree & Continue’
*You may read the terms and conditions by tapping on ‘General terms’
*Then tap ‘Skip’

==Register your extension==
*Go to [[My IP Upload]] module on Issabel and update your IP in the firewall
*Now go back to the Zoiper APP
*Enter the extension ‘Login ID’ (ExtensionNumber@domain) and ‘Phone Password’ (Pwd) which you may find via email
:[[File:Zoiper-setup.jpg|200px|link=|caption]]
*Enter the hostname:
:52.52.55.230 for PENSKE subscribers
:[[File:Zoiper-hostname.jpg|200px|link=|caption]]
*Tap ‘Next’
*Tap ‘Skip’
*Wait until testing is completed
*The ‘SIP UDP’ test should be green the others are red
*Tap ‘Finish’
:[[File:Zoiper-ready.jpg|200px|link=|caption]]
*Congratulations! You're ready to use your Zoiper.

{{ContacUs}}

[[Category:FAQ]]

MicroSIP Setup Manual

2024-03-20T22:14:05Z

Cmsadmin:

==Download==
https://www.microsip.org/download/MicroSIP-Lite-3.21.3.exe

==Details==
:'''RAM usage:''' 10-20 MB
:'''Operating systems:''' Windows XP/Vista/7/8/8.1/10, Linux*, macOS*, & BSD* (*WineHQ)
:'''App License:''' Open Source (GPL v2)
:'''Source:''' MicroSIP Lite
;'''Note:'''
:MicroSIP Portable can run from a cloud folder, external drive, or local folder without installing into Windows.
:MicroSIP does not require the installation of additional libraries, runtimes or frameworks

==Settings==
To access the configuration parameters, follow next steps:

# Click the drop-down menu to access the options menu.
#:[[Image:Microsip-10.png|150px|link=|caption]]
# Select Settings <code>(Ctrl+P)</code>.
# Define the settings as shown in the following screenshot.
#:[[Image:Microsip-11.png|900px|link=|caption]]

==Add Account==
Once you've configured the app's settings, you'll need to add your Microsip account:
# Click the drop-down menu to access the options menu.
#:[[Image:Microsip-10.png|150px|link=|caption]]
# Select Add Account.
# Fill out the login information as follows:
#:<code>Account Name</code> = "Name of your project"-"Your softtek email without domain" E.g Frontier-pedro.pascal
#:<code>SIP Server</code> = '''Domain'''*
#:<code>Username</code> = '''Extension'''*
#:<code>Domain</code> = '''Domain'''*
#:<code>Login</code> = '''Extension'''*
#:<code>Password</code> = '''Extension Password or Secret'''*
#:<code>Display Name</code> = Your softtek email without domain E.g pedro.pascal
#:In the Transport field, select <code>UDP</code>.
#:Check the <code>Allow IP Rewrite</code> checkbox.
#:<nowiki>*</nowiki>'''Domain''', '''Extension''' an '''Extension Password''' received in an email from Call Manager Support Team.
#:[[Image:Microsip-12.png|250px|link=|caption]]
:E.g
:[[File:Microsip-account.jpg|300px|link=|caption]]

==FAQ==
;1. My MicroSIP status show ("Service unavailable", "bad gateway“ or “Request Timeout”) and doesn't connect.
:Please use the [[My IP Upload]] module located within Issabel Call Manager.
;2. My MicroSIP shows ("Forbidden" or "Incorrect password").
:Validate that the account settings (SIP Server, Domain, User Name or Password) are correct.
;3. Can I change my account settings during a call?
:Don’t edit your account or do any changes in the settings if you are in a call because it will reload MicroSIP session and drop your call.

[[Category:MicroSIP]]