Settings and Options

Phone Options

You can use the built-in Voice Communicator as an SIP softphone, or you can use an SIP-enabled desktop phone. You can find the Communicator in the Agent Dashboard.

The question of whether or not to use an SIP handset or an SIP softphone depends on budget, management, and deployment requirements.

SIP Softphone

The SIP softphone is a software-based phone that functions like a desktop phone. The computer software handles the codec processing.

Use the softphone option in remote installations or with teleworkers to limit deployment costs and facilitate IT staff management of remote phones..

Requirements

The host computer needs:

  1. Full-duplex audio hardware to enable simultaneous recording and playback.

  2. A headset and microphone; Ivanti recommends that you use digital audio equipment.

Advantages

Benefits of using an SIP softphone include:

  1. Less expensive than physical handsets with similar features.

  2. Accesses the Ivanti Voice Global Address Book.

Disadvantages

The softphone is not available when its host computer shuts down.

SIP-Enabled Desktop Phone

A conventional physical phone with built-in SIP technology.

Requirements

In order to use an SIP-enabled desktop phone with Ivanti Voice:

  1. The desktop phone connects with an ethernet port (not a traditional phone jack) to communicate with the Contact Center server and other SIP hardware.

  2. Codecs are located within the phone hardware.

  3. You must configure the phone to work with your environment.

Advantages

The SIP-enabled desktop phone remains available even when the Ivanti Voice host computer is not turned on.

Disadvantages

Purchased separately. Some models are relatively expensive.

Text-to-Speech (TTS) Integration Option

Text-to-Speech (TTS) engines are applications that read text aloud. Contact your sales representative to learn about Microsoft SAPI v5 support.

When installing a TTS engine, install it so all users can access it, not just you.

You can install multiple TTS engines both before and after installing Ivanti Voice. Ivanti Voice requires a TTS engine for each language for which you plan to use dynamic prompts. If you do not have a TTS engine for a language IPCM uses, you can alternatively record prompts for that language, but doing so prevents you from using variables. For information on prompts and variables, refer to Prompts. For information on basic TTS configuration, refer to Voice Server Configuration.

Backup Server Option

Ivanti recommends having a backup server to run Ivanti Voice in the event that the primary host computer is unavailable.

Configure the Backup Server

  1. Replicate your Ivanti Voice server installation on the backup server.

    The backup server must have its own license.

  2. Open the HostConfiguration.xml file and Addressbook.xml file in the <install_dir>\Data directory on the backup server.
    • Verify all instances of the Host Name element are set to the name of the backup server
    • Look for Host Name in the HostConfiguration.xml file to locate all instances of the element.
    • Save your changes.

      Each time you copy the HostConfiguration.xml file to the backup server, you must repeat this process for the Host Name.

  3. After you successfully deploy Ivanti Voice, regularly overwrite these directories and files on the backup server with the versions on the primary server:

    The <install_dir> is usually C:\Program Files (x86)\Ivanti\IP Communications Management.

    • <install_dir>\Data
    • <install_dir>\Applications
    • <install_dir>\Data\Users
    • <install_dir>\Data\AppSelector.xml
    • <install_dir>\Data\SipServerConfiguration.xml

Switch to the Backup Server

In the event that your Ivanti Voice server is offline, switch to your backup copy of the Ivanti Voice server manually.

  1. Reconfigure the gateway to direct calls to the backup server instead of the primary server.
  2. Reconfigure each Agent Dashboard to connect to the backup server:
    • Restart each Agent Dashboard. The Connect to Contact Center dialog box opens upon restart.
    • In the Connect To section on the Connect to Contact Center dialog box, do one of the following:
      • Select the Discovered Server radio button, then select the name of the backup server in the Server Name drop-down list.
      • Select the Network Address radio button, then enter the name and port of the backup server the Host Name and Port fields.

Ports and Firewall Settings

The following table describes each port Ivanti Voice uses. Configure your firewall to make these ports available.

Port

Transport

Description

1972

TCP

Statistics and Metrics Engine (SME) connections from the Statistics Console. This port is not configurable.

1973

UDP

The Ivanti Voice server discovery port (server side), to which clients broadcast. This port is not configurable.

1974

UDP

The Ivanti Voice server discovery port (client side). The Ivanti Voice servers broadcast to that port to advertise themselves. This port is not configurable.

1975

TCP

The client-to-server connection (Client Connectivity Layer [CCL] to Management Agent). This port is configurable in XML but not in the Management Portal.

5060

UDP (SIP)

The default port for the SIP Soft Switch. This port is configurable.

5070

UDP (SIP)

The default port for the Ivanti Voice server. This port is configurable.

5073

UDP

The default port for the Message Waiting Indication (MWI) service. This port is configurable.

5090

UDP (SIP)

The default SIP port used by the Agent Dashboard softphone. This port is configurable.

5743

TCP

Message server. The Ivanti Voice port to which Ivanti Voice toolbar and Ivanti Neurons for ITSM communicate via the message server.

5744

TLS

Message server. The port to which the Ivanti Voice toolbar and Ivanti Neurons for ITSM communicate via the message server over secure web socket.

7770

TCP (HTTP)

The port for the Management Portal.

7776

TCP (HTTP)

Web Statistics port. For more information on Web Statistics, see Web Statistics Overview .

10000

UDP (RTP)

The Real-Time Transport Protocol (RTP) ports on the server side that are allocated as necessary. The first port (10000) is configurable.

44000 to 44999

UDP (RTP)

The range of SIP server RTP ports.

Post-Deployment

Make individual changes to your deployment at any time, according to your business and network needs, without repeating the entire deployment process. Changes typically include adding extensions, users, and agents as your business expands, modifying voice applications in Application Builder, changing network settings to accommodate greater bandwidth, updating user profile information, etc.