IPCM Features and Functionality Overview
IPCM Features and Functionality
• Dial Plan - The IPCM switching platform enables you to configure a dial plan that determines which endpoints a caller reaches when dialing a number in the IPCM environment. An endpoint can be a SIP-enabled desktop phone, a softphone, a gateway, or a trunk. Endpoint IP addresses can be set dynamically or statically by the endpoint (for example, after the phone obtains a DHCP address). Typically, IPCM environments have phones with dynamic DHCP addresses (because there are too many to manage each individually) and gateways with static addresses (because each gateway must be individually configured, and it is easier to manage a gateway when it can always be found at a known address). Refer to Dial Plan Implementation in the IPCM Help Pages.
• Network Address Translation (NAT) Support - IPCM supports Network Address Translation (NAT) configurations in which the SIP Soft Switch is deployed on a public IP address, and SIP devices are located either on a public IP address or behind NAT servers. SIP devices can reside behind either the same NAT server (but on the same subnet) or different NAT servers. IPCM also supports configurations in which some devices are on a public IP address and others are behind a NAT. IPCM NAT support includes some heuristics, which force the SIP Soft Switch to ignore some SIP standard-required routing decisions (such as ignoring reported message routes and forcing signals over a deduced path). Refer to SIP Soft Switch Configuration in the IPCM Help Pages.
• VoIP Service Provider Support - For inbound and outbound PSTN calls, IPCM can use VoIP service providers instead of gateways. IPCM can automatically respond to service provider challenges for outgoing requests, transmitting user credentials, registration numbers, etc. Refer to SIP Soft Switch Configuration in the IPCM Help Pages.
• Phone Groups - IPCM lets you organize phones and trunks into groups identified by a single extension. When a caller dials the extension of the group, IPCM connects the call to a randomly selected available endpoint in the group. Refer to Phone Groups in the IPCM Help Pages.
• Call Pickup - Lets you use any phone to answer calls coming into other phones. You can configure call pickup for a phone group and can also configure directed call pickup for extensions outside of phone groups. Refer to Phone Groups in the IPCM Help Pages.
• Call Forwarding and Number Modification - IPCM can automatically forward calls under specific conditions, and modify the destination number of a call before forwarding the call. IPCM includes separate interfaces for letting both system administrators and users configure call forwarding. Refer to Forwarding Tab in the IPCM Help Pages.
• Call Detail Recording (CDR) - IPCM creates a call detail record (CDR) for every call it generates or receives, and can use HTTP to send CDR data to third party billing systems like Call Accounting Mate (CAM) for calculating usage charges. Each CDR record contains information such as the date and time the call began, the ID of the caller, the original number the caller dialed, etc. Refer to CDR and CAM Configuration in the IPCM Help Pages.
• Class of Restrictions (COR) - A set of limitations you apply to collections of endpoints. A COR determines:
» The numbers an endpoint can dial.
» The numbers to which an endpoint can transfer or forward calls.
» The numbers from which an endpoint can receive calls, including forwards and transfers.
Refer to Class of Restrictions (COR) in the IPCM Help Pages.
• Call Restriction Levels - CORs let you set incoming and outgoing call restriction levels, which determine the priority IPCM grants to endpoints (including phones, trunks, and gateways) when allocating system resources. Endpoints with an assigned outgoing call restriction level can only call endpoints with an incoming call restriction level the same or below. This lets you reserve expensive resources (such as high-quality trunks) for certain endpoints or subsets of users, such as company executives. Refer to Class of Restrictions (COR) in the IPCM Help Pages.
• Voice Application Support - Voice applications are telephony applications that answer calls and automate interactions with callers. IPCM uses multiple voice applications to implement different call processing scenarios. In addition, IPCM has a development tool called Application Builder that enables you to create new voice applications and edit existing applications. Refer to Voice Application Design for details in the IPCM Help Pages.
• Role-Based Access Rights - Since IPCM functionality is secure, a user can only access the features and functions the system administrator permits the user to access. These permissions are called privileges. There is a privilege for primary functions in IPCM, such as accessing IPCM interfaces and performing particular configurations. Instead of granting individual privileges to users, IPCM lets you group privileges together as roles, enabling you to grant a collection of privileges to a user at once. Refer to Role Configuration in the IPCM Help Pages.
• System Messages and Hold Music - In addition to audio possibilities in voice applications, IPCM has built-in predefined audio announcements that inform callers when unexpected behavior occurs. IPCM also plays hold music for callers placed on hold. Refer to Voice Application Design for details in the IPCM Help Pages.
• Unified Messaging (UM) Configuration - Enables a user to access voice, fax, and text messages via one single email or telephone account. Refer to Unified Messaging Configuration for details in the IPCM Help Pages.
• Voice Mail - A caller can leave a voice mail for an IPCM user. IPCM saves the voice mail as an audio file, and emails a copy of the audio file to the user. The user can retrieve the voice mail either by using a phone to call a personal voice mailbox, or by using a computer to access their email account and open the audio file attachment. If the caller is an IPCM user with an email address in the IPCM address book, IPCM uses the caller’s email address as the sender’s address in the email containing the voice mail attachment. If the caller is not in the IPCM address book, IPCM uses the default email address as the sender’s address. Refer to Unified Messaging Configuration for details in the IPCM Help Pages.
• Email Integration - IPCM handles email from internal and external systems in plain text format, rich-text format (RTF), and HTML. Users retrieve email by accessing an email account on a computer, or by calling a voice mailbox (if you configure IPCM to read email over the phone). When users access email over the phone, IPCM reads email messages aloud using a third-party Text-to-Speech (TTS) module. Refer to Unified Messaging Configuration for details in the IPCM Help Pages.
Note: IPCM supports standard POP3, IMAP4, and SMTP email servers. FrontRange Solutions recommends using the IMAP protocol as it is included with the Microsoft Exchange installation and is simple to configure.
• Message Waiting Indication (MWI) - A Message Waiting Indication (MWI) service informs users when a new voice message arrives. The endpoint and its configuration determine how the MWI service alerts the user. For example, the MWI service can illuminate a message waiting light on a desk phone, or the message waiting indicator on a softphone. Refer to Unified Messaging Configuration for details in the IPCM Help Pages.
Note: The MWI registers only voice email sent using IPCM.
• States - IPCM categorizes the status of each agent, call, and interaction into states. States are IPCM-defined conditions in which an agent, call, or interaction can exist. Each agent, call, or interaction can be in only one state at a time. Some state changes are automatically triggered while others are triggered by the actions of agents and callers. Refer to States for details in the IPCM Help Pages.
• Properties - Agents, interactions, and calls each have a different set of attributes that IPCM tracks called properties. Properties can be dynamic or static. Refer to Properties for details in the IPCM Help Pages.
• Services - A label you create to categorize interactions for statistical, routing, and monitoring purposes. For example, you might have a contact center customer call for purchase inquiries or to offer feedback. If you create a service for each of these categories, you can track how many purchase inquiries you receive, or view a list of calls waiting in a queue to offer feedback. Refer to Services for details in the IPCM Help Pages.
• Queues - Organize interactions awaiting agents. You can create, delete, and edit queues, and determine how the server displays interaction information on the Agent Dashboard Queue tab. Refer to Queues for details in the IPCM Help Pages.
• Reporting - Allows supervisors to generate historical reports on past activity using data in the IPCM database. Each report displays statistical data from a period of time you specify. Refer to Reports for details in the IPCM Help Pages.
• Configure IPCM with other FrontRange Products - You can configure IPCM to work with the following FrontRange Solutions applications:
» Foundation-based applications such as ITSM and GoldMine Enterprise Edition.
» GoldMine Corporate and Premium Editions
Note: Refer to the release notes for information on the compatible software versions.
The configuration involves using voice applications and database connectors to link IPCM with the other application and its database. For details, refer to the online help topics: IPCM/HEAT Configuration, IPCM/Foundation Configuration, and IPCM/GoldMine Configuration.