VoIP:CSTA: Difference between revisions

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⚫
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 =
= Introduction =


⚫
== Requirements ==
⚫
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 CSTA compatible CRM and a VTX VirtualPBX (vPBX), customer CRM can control the vPBX remotly (standard features as Make Call, Answer, Clear Connections and more).


⚫
Below you will find the needed requirements to use '''VTX CSTA''' service
== How does CSTA works ==

# VTX operates a CSTA Gateway connected to VTX VoIP platform
*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.
# VTX provides a CSTA Gateway Account linked to a VTX VirtualPBX (vPBX)
*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)
# Customer IT operates a CSTA Client connector like [https://www.estos.com/products/ecsta-series/ecsta-for-teles-voice-application-server ECSTA for Communi5 Voice Application Server] that is able to connect to the VTX CSTA Gateway
*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
# Customer CRM/ERP uses the "CSTA Client connector" to remotely control and manage phones
*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)]
# Customer defines which SIP account and CPE can be managed by the 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 ==
== List of supported CSTA features ==
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= Requirements =



== Video Training ==
= Video Training =


{{:VoIP:CSTA:Videos}}
{{:VoIP:CSTA:Videos}}
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= CSTA Gateway =
= CSTA Gateway =


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


⚫
If you order a CSTA License at VTX a CSTA Gateway (CSTA GW) gets created automatically
⚫
Below you will find the needed requirements to use '''VTX CSTA''' service


⚫
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.
*A '''CSTA GW''' provided from VTX, which allows to connect your CSTA compatible CRM or ERP to the Virtual PBX of VTX
*'''CSTA license''' from VTX for each number you wish to use with CSTA service and allow to control your phone (CPE)
*'''estos ECSTA (connector) for Teles Voice Application Server''' which contains the Tapi driver whitch distributes the telephony information across the network
*A '''CSTA Client''' example Procall for the clients
*A '''CSTA compatible CRM or ERP''' following the [https://www.ecma-international.org/publications-and-standards/technical-reports/ Computer Supported Telecommunication Applications (CSTA)] standards


⚫
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
⚫
== How to setup CSTA Gateway ==
⚫
If you order a CSTA Lincense at VTX a CSTA GateWay (CSTA GW) get created.
you need order CSTA licenses and assing them to numbers to have CSTA/CTI GW created and beeing able to use

=== Kiosk CSTA GW ===
⚫
In your Kiosk on '''My Services''' > '''Telephony''' > '''CTI - CSTA GATEWAY''' you can check if your Virtual PBX already has a CSTA Gateway activated.

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


No CSTA licenses<br>
<table>
<table>
<tr><td>
<tr><td>
[[File:Kiosk csta.jpg|800px|thumb|left|Kiosk - CTI - CSTA GATEWAY]]
[[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>
</td></tr>
</table>
</table>


If CSTA licenses already got activated, you will see them in Kiosk on '''My Services''' > '''Telephony''' > '''Mange my IP-Phones''' in the section '''AVAILABLE PHONES'''
You will see CSTA licenses in Kiosk on '''My Services''' > '''Telephony''' > '''Mange my IP-Phones''' in the section '''AVAILABLE PHONES'''


<table>
<table>
</td><td>
</td><td>
[[File:Kiosk CSTA licence.jpg|800px|thumb|left|Kiosk - CSTA licence]]
[[File:Kiosk CSTA license.jpg|800px|thumb|left|Kiosk - CSTA license|link=https://kiosk.vtx.ch/VoIP/ManageToIP.aspx]]
</td></tr>
</td></tr>
</table>
</table>
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If you have order CSTA Licenses you can setup your CSTA GW for numbers in your vPBX, follow the section below
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 device ====
== 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>
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>


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<table>
<table>
<tr><td>
<tr><td>
[[File:Kiosk CSTA licence.jpg|800px|thumb|left|Kiosk - CSTA licence]]
[[File:Kiosk CSTA license.jpg|800px|thumb|left|Kiosk - CSTA license|link=https://kiosk.vtx.ch/VoIP/ManageToIP.aspx]]
</td></tr>
</td></tr>
</table>
</table>
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Click on Action '''ADD''' (plus)
Click on Action '''ADD''' (plus)


Assign a number to the CSTA licence (choose number and choose as equipment the phone device you wish to remote control)
Assign a number to the CSTA license (choose number and choose as equipment the phone device you wish to remote control)
<table>
<table>
<tr><td>
<tr><td>
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</table>
</table>


==== CSTA GW credentials Kiosk ====
== 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
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
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<table>
<table>
</td><td>
</td><td>
[[File:Kiosk csta GW.jpg|800px|thumb|left|Kiosk CSTA GW credentials]]
[[File:Kiosk csta GW.jpg|800px|thumb|left|Kiosk CSTA GW credentials|link=https://kiosk.vtx.ch/VoIP/CSTAGateway.aspx]]
</td></tr>
</td></tr>
</table>
</table>
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=== Introduction ===
=== Introduction ===
ECSTA (Estos CSTA) '''ECSTA''' series from estos is a specialized CTI middleware that enables communication between the telephony system and the IT Infrasturctur. Estos ECSTA (connector) for Communi5 Voice Application Server makes ist possible to connect TAPI-capable applications, such as industry solutions such as ProCall Enterprise to the TELES UC solution provided by VTX.
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 ===
=== Installation and configuration ===
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Or follow the steps below<br>
Or follow the steps below<br>


Download windows installer here: [https://www.estos.com/products/ecsta-series/ecsta-for-teles-voice-application-server ECSTA for Communi5 Voice Application Server] ('''bottom of the webpage''')
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>
Enzip the file and execute the Installer on the Server<br>
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==== ESTOS UC Server ====
==== ESTOS UC Server ====
===== Installation =====
===== 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 =====
===== Add Users and assign Lines =====


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= CTI VTX Phone software for CSTA or TAPI environnement =
= 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)
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 ==
== 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 =

Latest revision as of 11:01, 27 July 2022

CSTA stands for Computer Supported Telecommunications Applications. It is an abstraction layer for telecommunications applications.
VTX operates a CSTA Gateway following the 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[edit | edit source]

Requirements[edit | edit source]

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 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[edit | edit source]

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[edit | edit source]

Video Training : VTX CSTA - Introduction[edit | edit source]

FIXME present the product


Video Training : VTX CSTA - Requirements[edit | edit source]

FIXME requirements


Video Training : VTX CSTA - Assign VTX CSTA licenses to phones[edit | edit source]

Video of the Kiosk when assigning CSTA licences to users and phones

English

Load video
YouTube


German

Load video
YouTube

Video Training : Estos CSTA Client for Teles/Communi5 - Setup Gateway[edit | edit source]

Video presenting the setup for the Estos CSTA Client for TELES that connects your CRM towards the VTX VPBX

Load video
YouTube


Video Training : Procall - UC Server Setup[edit | edit source]

Video presenting basic setup of UC Server using Estos Procall Server 6

Load video
YouTube


Video Training : Procall - Add Users[edit | edit source]

Setup new demo users on the Procall CRM

Load video
YouTube


Video Training : Procall - Client Setup[edit | edit source]

Setup a demo Procall Client on a Workstation

Load video
YouTube


Video Training : Procall - Demo Usage[edit | edit source]

Control your yealink phone from the CRM itself, call out, enter DIGITS, answer call, transfer call, call history,...

Load video
YouTube


Load video
YouTube

CSTA Gateway[edit | edit source]

How to setup CSTA Gateway in Kiosk ?[edit | edit source]

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

In your Kiosk on 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 Account Manager to activate a CSTA GW and CSTA Licenses to be able to assign them to phone numbers

No CSTA licenses

Kiosk - CTI - CSTA GATEWAY

CSTA GW information available if CSTA licenses already activated

Kiosk CSTA GW credentials

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

Kiosk - CSTA license

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 ?[edit | edit source]

You can watch the Video: VTX CSTA - Assign VTX CSTA licenses to phones

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
Go to My Services > Telephony > Manage my IP-Phones

Kiosk - CSTA license

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)

Assign number and phone

Confirm

Kiosk - confirm assign number and device

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

You can assign CSTA license to ONE DEVICE ONLY
Kiosk - Number and phone device assigned

Get CSTA GW credentials in Kiosk[edit | edit source]

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)

Kiosk CSTA GW credentials

CSTA clients[edit | edit source]

Estos CSTA for Teles[edit | edit source]

Introduction[edit | edit source]

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[edit | edit source]

Estos ECSTA (connector) for Teles Voice Application Server[edit | edit source]

For install and configuration of ECSTA for Teles Voice Application Server watch the Video: Estos CSTA Client for Teles/Communi5 - Setup Gateway

Or follow the steps below

Download windows installer here: ECSTA for Communi5 Voice Application Server (bottom of the webpage)

Enzip the file and execute the Installer on the Server

estos ECSTA for Teles Voice Application Server Setup

In case you get an error, use the 64 Bit Installation Package

Error 5001 - use 64 Bit Installation Package

The setup wizard will now guide you through the process

Tapi driver for Teles C5
Installing Tapi driver ...
Enter a unique name for driver instance
Add licenses

Enter License Key (you can get them from ESTOS) or apply for trial licenses

Enter license key or request trial license
Licenses added

Leave next sections by default (you can still change them afterwards if needed)

Advanced Parameters

Now setup the Connection parameters (get the credentials in kiosk)

Setup Connection with CSTA GW credentials from Kiosk

Test the connection

Test Connection
Connection established

Leave default

Location leave default - next

Add Lines by click on Extras

Add Lines

Modify Read lines with your numberrange

Read lines - enter numberrange

Read Lines

Read lines from vPBX

List of numbers having CSTA licenses

List of numbers with CSTA licenses

Setup complete

Setup complete

To get access to the estos ECSTA for Teles Voice Application server
Open Phone Driver Options Advanced

Phone Driver Options Advanced

Doubleclick on ECSTA for Teles Voice Application Server

Phone Driver Options Advanced - Access Settings
  • 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
Phone Driver Options Advanced - Settings

Estos Procall[edit | edit source]

Introduction[edit | edit source]

Procall is a software developped by ESTOS that provides Unified Communications & CTI Software Suite ProCall Enterprise

ESTOS UC Server[edit | edit source]

Installation[edit | edit source]

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

Or use the steps below

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

Enzip the file and open the folder

Procall Enterprise Setup.exe - UC Server

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

Add Users and assign Lines[edit | edit source]

ESTOS Procall Client[edit | edit source]

Procall Client Setup[edit | edit source]

CTI VTX Phone software for CSTA or TAPI environnement[edit | edit source]

With your Virtual PBX service you can connect your phone system with your CRM or ERP (CTI)

CTI stands for Computer Telephony Intergration and allows to control a DesktopPhone with VTX Softphone + CTI feature

List of supported features with DesktopCTI[edit | edit source]

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[edit | edit source]

If not already assigned by VTX you can assign it (or reassign) via Kiosk on Telephony - Manage my IP-Phones - AVAILABLE PHONES (scroll down)
Assing it to a number

FAQ[edit | edit source]

Outgoing Calls[edit | edit source]

"0" Prefix - Adapt Phone Number Format[edit | edit source]

  • Information: Some VTX VPBX are setup with a "0" prefix to dial external numbers ( can be enabled/disabled in the VTX VPBX Outgoing Calls setup )
  • Problematic: You would like to not to have to handle the "0" prefix on the CRM side
  • Symptoms: When you call out from your CRM, you do not want, or you are not able to add a "0" prefix requested by the VPBX setup
  • Solution: Add Number Formatting rules on the CSTA Gateway client to format the numbers correctly
  • Additional Information: cf https://support.estos.de/en/procall-enterprise/regulaere-ausdruecke


Solution with ESTOS CSTA for Teles/Communi5

  1. In Windows start menu, Open the "Phone Driver Options Advanced"
  2. In "Phone Driver Options Advanced", gouble Click on the "ESTO CSTA for Teles/Communi5"
  3. In "ECSTA for Teles Voice Application erver", go in Advanced Tab / Formatting / Edit Format
  4. In "Phone Number Format", go in the "PC Dialing" tab
  5. Enter the Regular expression in the table below and test them ( cf screenshor below )
    1. Search for ^0([1-9].*)$ / Replace it with +41\1
    2. Search for ^00([1-9].*)$ / Replace it with +\1
  6. Apply and Save and Close


ESTOS CSTA for Teles/Communi5 - Number Formatting Rules
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