VoIP:CSTA

Introduction

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 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).

How does CSTA works

1. VTX operates a CSTA Gateway connected to VTX VoIP platform
2. VTX provides a CSTA Gateway Account linked to a VTX VirtualPBX (vPBX)
3. Customer IT operates a CSTA Client connector like ECSTA for Communi5 Voice Application Server that is able to connect to the VTX CSTA Gateway
4. Customer CRM/ERP uses the "CSTA Client connector" to remotely control and manage phones
5. Customer defines which SIP account and CPE can be managed by the CSTA

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)

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)

CSTA clients

Estos CSTA for Teles

Introduction

ECSTA (Estos CSTA) 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.

Estos Procall

Introduction

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

FAQ

Outgoing Calls

"0" Prefix - Adapt Phone Number Format

• 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