All calls run through exactly one phone system. On the PBX tab of the server configuration, you define which one it is and how myContactCenter reaches it. The Routing Services register there as SIP subscribers, and the agents’ softphones register with their extensions.
The fields
| Field | Meaning | Default |
|---|---|---|
| PBX server | name or IP address of the phone system. Required. | — |
| Sip realm | the SIP domain of the phone system. Required. | — |
| User name, Password | the login for access to the configuration of the phone system; what they mean depends on the type, see below | — |
| PBX type | the type of phone system: SwyxWare, SwyxON, Wildix, IlogixxUC or SipOnly | — |
| Protocol | UDP or TCP for SIP; TCP only with SwyxWare and SwyxON | UDP |
| External Line Prefix | the digit for an outside line, e.g. 0. myContactCenter puts it in front of external numbers when dialing. |
empty |
| Base Port, Port Range | the local SIP port of the Routing Services and softphones and the range they switch to if it is in use; together at most 65535 | 53000, 2000 |
| Quality of Service (QoS) | how the SIP packets are marked for the network: Best effort, No QoS, Voice, Network control or Video | Best effort |
| Standard signaling number | the phone number that called parties see for private calls and transfers, and the fallback number if a skill does not have its own | empty |
| Use 'do not disturb' on wrap up | Agents in wrap-up appear in SwyxWare and SwyxON as “Do not disturb” instead of “Away”. | off |
| Syncronize presence of all users | myContactCenter tracks the presence of all users of the phone system, not only that of the logged-in agents. | off |
myContactCenter only synchronizes the presence of agents whose profile allows Synchronisation of presence.
PBX types
| SwyxWare, SwyxON | Wildix | IlogixxUC, SipOnly | |
|---|---|---|---|
| User name, Password | account for access to the Swyx configuration; if empty, the server logs in with the Windows account of its service | user of the interface (REST API) of the phone system | not used |
| Users become agents | yes, synchronized every five minutes — see How agents are created | yes | no |
| Set the presence of agents | yes | yes | no |
| Detect call forwarding at login | yes | no | no |
| Address book of the phone system | yes | no | no |
| Test checks | the login to the phone system | only whether the phone system responds on the network | only whether the phone system responds on the network |
With SwyxWare and SwyxON, the server accesses the configuration of the phone system via the SwyxCDS service; it is installed with the server.
Testing the connection
Test checks the values entered, even if they have not been saved yet: during the check, it shows Connection is being checked, please wait, then Connection to PBX: with Successful or Failed. When you open the server configuration, the check runs by itself.
Test call checks whether the phone system passes on the transmitted phone numbers — the Standard signaling number and the phone numbers of all skills:
- Click Test call.
- In the Caller ID Test window, enter under Destination number a number whose phone you can see, for example your mobile phone.
- Click Start test. The Routing Service calls the number with each transmitted phone number in turn; the window shows which number you should expect.
- For each call, confirm Result OK or Result not OK, or No call received.
At the end, Results shows which numbers arrived correctly.
Phone numbers
myContactCenter converts every phone number of the other party into a uniform format and determines country and location. Numbers with up to five digits that do not begin with the External Line Prefix are considered internal. Turn on Analyze Phone Number to set the two fields below it:
- Remove External Line Prefix strips the external line prefix from the start of numbers before they are analyzed.
- Local Code sets the country that applies to numbers without a country code, for example “en-US” for the United States. The country part is what counts.
The flow uses the country determined in this way, for example, to determine a caller’s language from their phone number.
What happens when you save
As soon as you change something on this tab, it shows PBX settings have been changed, restart of the routing service is pending. You do not need a restart; after saving, the server proceeds as follows:
- It suspends all Routing Services and waits until no call is running. Suspended Routing Services do not accept new chats and web callbacks.
- It sends the new settings to all Routing Services and Agents.
- After five seconds, it resumes the Routing Services. They register with the phone system using the new settings, and so do the agents’ softphones.