XCALLY

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Revision as of 21:18, 11 August 2022

XCALLY is an innovative Omni Channel solution that integrates Asterisk™ with the Shuttle and Motion technologies, developed in the Xenialab research center. The solution is one of the best Contact Center management platform for multi-channel - voice, chat, email, SMS, fax, and custom channels (social, video ...) - through standard APIs. XCALLY is currently used in over 50 countries, thanks to its ease of installation, setup, and use.

VoIP.ms configuration

The first thing is adjusting the Device type. To do so please navigate to Main Menu → Account settings → Inbound Settings and make sure that the Protocol for Inbound DIDs is set to “SIP” and that the Device type is set to “IP PBX Server” and apply any changes made.

Then you need to make sure that the DIDs ordered are linked to your account. To do so navigate to DID Numbers / Manage DID(s). Click on the Edit DID icon and make sure that the routing points to SIP/IAX and your main account.

Collecting XCALLY Configuration Settings

In order to be able to register and operate the trunk in XCALLY you msut gather some information that will be needed in the configuration of the trunk in XCALLY.

• Username: The username for registering the trunk can be found under Main Menu → Account Information
• Password: The trunk password can be found in the email you received from VoIP.ms during the registration process. You can also change the password by navigating to Main Menu → Account Settings → Security.
• DID numbers: The DID numbers can be seen by navigating to DID Numbers → Manage DID(s)
• Registrar: Go to Main Menu → Account Settings → Default DID Routing. From here make note of the selected server. In this example, the server is sanjose2.voip.ms.

Configuring the Trunk in XCALLY

Adding the Trunk Go to “Tools” and click “Trunks”. In this screen, click on the plus (+) icon you will see on the bottom right corner.

A “New trunk” screen will be prompted. On this, enter the following information:

• Name: VoIP.ms or any name of your choice
• Host: sanjose2.voip.ms or any of the multiple VoIP.ms servers
• Secret: Your SIP account password
• Default user: 100000 (Your main account or sub-account User ID
• Registry: 100000:[email protected] (Replaces with the SIP user ID, password and VoIP.ms server of your choice)
• Description: Any description of your choice

Once you have filled in these fields, click on “Add trunk” at the end of the window. At this point, if you refresh the registration status on the Home page of the VoIP.ms customer portal you should see your Trunk appear as Registered.

Additional trunk settings

To ensure the proper function of the XCALLY trunk registered in VoIP.ms is also necessary to change some settings in the advanced configuration of the trunk. For this, in the Trunks section of the XCALLY interface click on the three vertical dots on the right of the trunk, click on Edit Trunk and then click on the tab Advanced.

On this screen, set the following settings as follows:

• From Domain: sanjose2.voip.ms or any of the multiple VoIP.ms servers (make sure to use the same where the trunk is registered)
• From User: 100000 (Your main account or sub-account User ID)
• Trust Remote Part ID: Yes
• Send Remote Party ID Header: Yes

Adding Additional DIDs

To associate all other DIDs/Numbers you have in your VoIP.ms account with 3CX, you need to go to the Management Console → SIP Trunks, double-click on your VoIP.ms Trunk and go to the “DIDs” tab.

Here you should already see 1 entry that is the Main Trunk number you have set. Add all other DIDs/Numbers you have to the list in the 10-digit number format (e.g. 6471234567) and press OK once you have finished.

Creating Inbound Rules

Now that you have associated all your DIDs/Numbers with your SIP Trunk in 3CX, you can create Inbound Rules to set where calls will be routed when those numbers are called. Instructions on how to create Inbound Rules can be found here.

Outbound Caller ID

VoIP.ms Trunks support Clip No Screening which means you can present any number as outbound caller ID, regardless if it’s associated with your account or not. For this to work, in any field within 3CX where the Outbound Caller ID can be set, the numbers must be input in either a 10-digit (e.g. 6471234567), 11-digit format (e.g. 16471234567) or E164 format (e.g. +16471234567).

Outbound Rules

When configuring your Outbound Rules make sure that all numbers are dialed either in the 10-digit (e.g. 6471234567), 11-digit format (e.g. 16471234567) or E164 format (e.g. +116471234567).

More information about how to create Outbound Rules and how they work can be found here.

Multiple VoIP.MS SIP Trunks on the same 3CX

Voice Trunk (Inbound)

VoIP.MS SIP Trunks can only work reliably on 3CX if there is only one SIP Trunk on each installation.

If necessary, multiple VoIP.MS SIP Trunks can exist on the same 3CX ONLY if the SIP Trunks do not share any DID numbers.

In this case, in each one of the VoIP.MS SIP Trunk settings, go to your 3CX Management Console > SIP Trunks, in the "Inbound Parameters" tab, you MUST have the [X] Call Source Identification checked.

• User Agent: Text String
• Custom Field
• the default voip.ms value. (lower-case)

Also you MUST enable option "Use both "Call Source Identification" rules and "Caller Number/Name->CalledNum" field mappings".

However, 'If you do not have multiple trunks, it is recommended that this option remains disabled'.

Fax Trunk (Inbound)

If you have multiple trunk with VoIP.ms on the same 3CX instance, your "Inbound Parameters" for your FAX Trunk needs to be edited to reflex the proper User-Agent of our Fax Server. Without this correction, inbound calls to your DID (Voice/Fax) may have conflict.

Note that your Trunk needs to be registered on our FAX POP Server "fax1.voip.ms" or "fax2.voip.ms" or "fax3.voip.ms".

Go to, 3CX Management Console > SIP Trunks, in the "Inbound Parameters" tab, have the [X] Call Source Identification checked.

• User Agent: Text String
• Custom Field
• use VoIPMS/SERAST instead of the default voip.ms value.

You MUST enable option "Use both "Call Source Identification" rules and "Caller Number/Name->CalledNum" field mappings".

Outbound Caller ID Name for calls to Canada

If you would like to set an Outbound Caller ID Name with your number when you call a Canadian number, since the major canadian provider's will not using the CNAM/LIBD database, you will need to pass your Outbound caller ID Name direcly by your Trunk.

To do so, Edit your VoIP.ms Trunk in your 3CX. On your left navigation menu, click on "Trunk", then select your VoIP.ms Trunk and click on the "Outbound parameters" tab.

You will need to edit these fields.

• From : Display Name : Select [Custom Field] : Another field at the right will appears, you will need to enter your Caller ID Name here. * SEE THE NOTE BLOW
• From : User Part : Be sure that this option is selected to [AuthID authentication]
• Remote Party ID - Calling Party : Display Name : Select [Custom Field] : Another field at the right will appears, you will need to enter your Caller ID Name here.* SEE THE NOTE BLOW

* IMPORTANT:
  - We suggest entering your outbound Caller ID Name must be in CAPITAL LETTERS. This will appears more clearly/visible on some devices.
  - You must NOT use any special characters, they will not be displayed. 
  - Use Max 15 characters, spaces included. Regular Canadian providers will not display more than 15 characters. We suggest shrinking or adapt your caller ID. 
  - Spaces are allowed in a caller id name.