View source for VoIP:CSTA

CSTA stands for '''C'''omputer '''S'''upported '''T'''elecommunications '''A'''pplications. It is an abstraction layer for telecommunications applications.<br>
VTX operates a CSTA Gateway following the [http://www.ecma-international.org/activities/Communications/TG11/cstaIII.htm CSTA III Standard] which means, that if a customer operates a TAPI compatible CRM and a VTX Virtual PBX (vPBX), customer CRM can control the vPBX remotely (standard features as Make Call, Answer, Clear Connections and more).

= Introduction =

== Requirements ==

Below you will find the needed requirements to use '''VTX CSTA''' service

*A VTX '''Virtual PBX''' service to provide you phone + numbers + a lot of features. Only the VTX VPBX service is compatible with the CSTA feature.
*A VTX '''CSTA license''' for each phone number you wish to control from your CRM/ERP (contact your VTX commercial contact to get a Demo one)
*A '''CSTA GW''' provided by VTX (automatically created and accessible from Kiosk when having CSTA license), which grants control access of the VTX Virtual PBX
*A '''CSTA Client''' like '''estos ECSTA (connector) for Teles Voice Application Server''' which creates a centralized Windows TAPI driver to control all the phones and numbers. CSTA is a standard, so if you use another client, it needs to be compatible with [https://www.ecma-international.org/publications-and-standards/technical-reports/ Computer Supported Telecommunication Applications (CSTA)] 
*A '''CRM or ERP''' that is able to use the Centralized TAPI Driver created by the CSTA Client ( like Procall. '''FIXME: add a table of all compatible tested CRM here''' )
*A '''CRM Client''' that will be able to benefit from all telephony features of his CRM (customer data popup on incoming call, click to call, transfer, stats, ...)

== List of supported CSTA features ==
Examples of actions which can be performed (depends from Client and CRM/ERP used)
* '''Dial''' : Perform an outgoing call from CRM/ERP or CRM/ERP softclient
* '''Hang up''': Hangup the call from the CRM/ERP or CRM/ERP softclient
* '''Answer call''': Remotely answer the call
* '''Hold call''': Put a call on Hold
* '''Retrieve call''': Retrieve an incoming call
* '''Redirect call''': Redicrects a call to another destination
* '''Blind transfer''': Perform a transfer without asking remote person
* '''Attended transfer''': Perform a transfer asking remote party for approval
* '''Swap hold''': Swap between several call on hold
* '''Create conference''': Create a Conf Call
* '''Add to the conference''': Add people in a conf call 
* '''Forwarding''': Manage Call Forwarding
* '''Do Not Disturb''' : Manage Do Not Disturb (DND)




= Video Training =

{{:VoIP:CSTA:Videos}}

= CSTA Gateway =

== How to setup CSTA Gateway in Kiosk ? ==

If you order a CSTA License at VTX a CSTA Gateway (CSTA GW) gets created automatically

In your Kiosk on [https://kiosk.vtx.ch/VoIP/CSTAGateway.aspx '''My Services''' > '''Telephony''' > '''CTI - CSTA GATEWAY'''] you can check if your Virtual PBX already has a CSTA Gateway activated or not.

You can ask your [https://kiosk.vtx.ch/Contacts/MyAdviser.aspx?msg=1 Account Manager] to activate a '''CSTA GW''' and '''CSTA Licenses''' to be able to assign them to phone numbers

No CSTA licenses<br>
<table>
<tr><td>
[[File:Kiosk csta.jpg|800px|thumb|left|Kiosk - CTI - CSTA GATEWAY|link=https://kiosk.vtx.ch/VoIP/CSTAGateway.aspx]]
</td></tr>
</table>

CSTA GW information available if CSTA licenses already activated<br>
<table>
</td><td>
[[File:Kiosk csta GW.jpg|800px|thumb|left|Kiosk CSTA GW credentials|link=https://kiosk.vtx.ch/VoIP/CSTAGateway.aspx]]
</td></tr>
</table>

You will see CSTA licenses in Kiosk on '''My Services''' > '''Telephony''' > '''Mange my IP-Phones''' in the section '''AVAILABLE PHONES'''

<table>
</td><td>
[[File:Kiosk CSTA license.jpg|800px|thumb|left|Kiosk - CSTA license|link=https://kiosk.vtx.ch/VoIP/ManageToIP.aspx]]
</td></tr>
</table>

If you have order CSTA Licenses you can setup your CSTA GW for numbers in your vPBX, follow the section below

== How to assign CSTA licenses to numbers and phone devices ? ==
You can watch the Video: [[VoIP:CSTA#Video_Training_:_VTX_CSTA_-_Assign_VTX_CSTA_licenses_to_phones|VTX CSTA - Assign VTX CSTA licenses to phones]]<br>

Or you can follow the steps below

You have ordered CSTA License (GW get created automatically) you can see them in Kiosk and assign license to use them<br>
Go to '''My Services''' > '''Telephony''' > '''Manage my IP-Phones'''
<table>
<tr><td>
[[File:Kiosk CSTA license.jpg|800px|thumb|left|Kiosk - CSTA license|link=https://kiosk.vtx.ch/VoIP/ManageToIP.aspx]]
</td></tr>
</table>

Click on Action '''ADD''' (plus)

Assign a number to the CSTA license (choose number and choose as equipment the phone device you wish to remote control)
<table>
<tr><td>
[[File:Kiosk csta 2.jpg|800px|thumb|left|Assign number and phone]]
</td></tr>
</table>

Confirm

<table>
<tr><td>
[[File:Kiosk csta 2a.jpg|800px|thumb|left|Kiosk - confirm assign number and device]]
</td></tr>
</table>

The '''CSTA license''' will be assigned to the number and choosen phone device. It will be shown in Manage '''my IP-Phones''' > '''Connected to a number'''
{{Notice|1=You can assign CSTA license to '''ONE DEVICE ONLY'''}}

<table>
<tr><td>
[[File:Kiosk csta 2b.jpg|800px|thumb|left|Kiosk - Number and phone device assigned]]
</td></tr>
</table>

== Get CSTA GW credentials in Kiosk ==

You need the CSTA Gateway (CSTA GW) credentials information to be able to connect your CRM/ERP connector (or connector: '''ECSTA for Communi5 Voice Application Server from ESTOS''') with the vPBX telephony services

go to '''My Services''' > '''Telefony''' > '''CTI - GSTA GATEWAY''' to find the informaton about you CSTA Gateway, which you need to setup your CRM/ERP (or for ESTOS Connector '''ECSTA for Communi5 Voice Application Server''')
<table>
</td><td>
[[File:Kiosk csta GW.jpg|800px|thumb|left|Kiosk CSTA GW credentials|link=https://kiosk.vtx.ch/VoIP/CSTAGateway.aspx]]
</td></tr>
</table>

= CSTA clients =

== Estos CSTA for Teles ==

=== Introduction ===
ECSTA (Estos CSTA) '''ECSTA''' series from estos is a specialized CTI middleware that enables communication between the telephony system and the IT Infrastructure. Estos ECSTA (connector) for Communi5 Voice Application Server makes it possible to connect TAPI-capable applications, such as industry solutions such as ProCall Enterprise to the TELES UC solution provided by VTX.

=== Installation and configuration ===

==== Estos ECSTA (connector) for Teles Voice Application Server ====
For install and configuration of ECSTA for Teles Voice Application Server watch the Video: [[VoIP:CSTA#Video_Training_:_Estos_CSTA_Client_for_Teles.2FCommuni5_-_Setup_Gateway|Estos CSTA Client for Teles/Communi5 - Setup Gateway]]<br>

Or follow the steps below<br>

Download windows installer here: [https://www.estos.de/produkte/ecsta-serie/ecsta-fuer-communi5-voice-application-server ECSTA for Communi5 Voice Application Server] ('''bottom of the webpage''')

Enzip the file and execute the Installer on the Server<br>
<table>
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 1.jpg|800px|thumb|left|estos ECSTA for Teles Voice Application Server Setup]]
</td></tr>
</table>
In case you get an error, use the 64 Bit Installation Package<br>
<table>
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer error.jpg|600px|thumb|left|Error 5001 - use 64 Bit Installation Package]]
</td></tr>
</table>
The setup wizard will now guide you through the process<br>
<table>
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 2.jpg|800px|thumb|left|Tapi driver for Teles C5]]
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 3.jpg|800px|thumb|left|Installing Tapi driver ...]]
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 3a.jpg|800px|thumb|left|Enter a unique name for driver instance]]
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 4.jpg|800px|thumb|left|Add licenses]]
</td></tr>
</table>
Enter License Key (you can get them from ESTOS) or apply for trial licenses<br>
<table>
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 4a.jpg|800px|thumb|left|Enter license key or request trial license]]
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 4b.jpg|800px|thumb|left|Licenses added]]
</td></tr>
</table>
Leave next sections by default (you can still change them afterwards if needed)<br>
<table>
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 5.jpg|800px|thumb|left|Advanced Parameters]]
</td></tr>
</table>
Now setup the Connection parameters (get the credentials in kiosk)<br>
<table>
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 7.jpg|1200px|thumb|left|Setup Connection with CSTA GW credentials from Kiosk]]
<tr><td>
Test the connection<br>
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 7a.jpg|800px|thumb|left|Test Connection]]
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 7b.jpg|800px|thumb|left|Connection established]]
<tr><td>
Leave default<br>
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 8.jpg|800px|thumb|left|Location leave default - next]]
<tr><td>
Add Lines by click on Extras<br>
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 9.jpg|800px|thumb|left|Add Lines]]
<tr><td>
Modify Read lines with your numberrange<br>
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 9b.jpg|800px|thumb|left|Read lines - enter numberrange]]
<tr><td>
Read Lines<br>
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 9c.jpg|800px|thumb|left|Read lines from vPBX]]
<tr><td>
List of numbers having CSTA licenses<br>
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 9d.jpg|800px|thumb|left|List of numbers with CSTA licenses]]
<tr><td>
Setup complete<br>
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer 10.jpg|800px|thumb|left|Setup complete]]
</td></tr>
</table>

To get access to the estos ECSTA for Teles Voice Application server<br>
Open '''Phone Driver Options Advanced
'''<br>
<table>
<tr><td>
[[File:ECSTAforTelesVoiceApplicationServer PhoneDriverOptionsAdvanced new.jpg|400px|Phone Driver Options Advanced]]
<tr><td>
Doubleclick on ECSTA for Teles Voice Application Server<br>
<tr><td>
[[File:PhoneDriverOptionsAdvanced AccessSettings.jpg|800px|left|Phone Driver Options Advanced - Access Settings]]
</td></tr>
</table>

* You can check or modify the Connection
* Add new or control the Lines
* Modify Parameters such as Location and Numberformat
* Check or add new license

<table>
<tr><td>
[[File:PhoneDriverOptionsAdvanced Settings.jpg|1200px|left|Phone Driver Options Advanced - Settings]]
</td></tr>
</table>

== Estos Procall ==

=== Introduction ===
Procall is a software developped by ESTOS that provides Unified Communications & CTI Software Suite [https://www.estos.com/products/procall ProCall Enterprise]

==== ESTOS UC Server ====
===== Installation =====

You can watch the Video: TO FIX (installation UC Server)<br>

Or use the steps below<br>

Download the installer from ESTOS webpage : https://www.estos.com/service/downloads  - "ProCall Enterprise 6 en-US"<br>
(or use Software Category: Show all and Search now, or choose Category: Archives and Product: ProCall Enterprise)

Enzip the file and open the folder
<table>
<tr><td>
[[File:ProcallEnterprise install.jpg|1000px|left|Procall Enterprise Setup.exe - UC Server]]
</td></tr>
</table>

Eighter use '''Setup.exe''' for full installation of Enterprise Procall Server<br>
Or use '''Windows Installer UCServer''' for UC Server only<br>

===== Add Users and assign Lines =====

==== ESTOS Procall Client ====
===== Procall Client Setup =====

= CTI VTX Phone software for CSTA or TAPI environnement =
With your Virtual PBX service you can connect your phone system with your CRM or ERP (CTI)

'''CTI''' stands for '''C'''omputer '''T'''elephony '''I'''ntergration and allows  to control a DesktopPhone with VTX Softphone + CTI feature

== List of supported features with DesktopCTI ==
Depends on service, on device itself (if supported or not), and also of CRM/ERP

''Supported Features'':
* '''Dial''': Trigger an outgoing call from DesktopControl
* '''Hang up''': Hangup the call from DesktopControl
* '''Answer call''': Remotely answer the call
* '''Hold call''': Put a call on Hold
* '''DTMF''': You can enter menu DTMF during call from DesktopControl !!
* '''Blind transfer''': Perform a transfer without asking remote person
* '''Attended transfer''': Perform a transfer asking remote party for approval
* '''Swap hold''': Swap between several call on hold
* '''Create conference''': Create a Conf Call
* '''Add to the conference''': Add people in a conf call
* '''Forwarding''': Manage Call Forwarding
* '''Do Not Disturb''' : Manage Do Not Disturb

== How to connect CTI VTX Phone software ==
If not already assigned by VTX you can assign it (or reassign) via Kiosk on '''Telephony''' - '''Manage my IP-Phones''' - '''AVAILABLE PHONES''' (scroll down)<br>
Assing it to a number

= FAQ =

{{:FAQ:VoIP:CSTA}}