SoliCall Connect Integration

Installing the License Server

1. Select a PC that will be active all the time, with a static IP, so it can provide licenses to all installations of SoliCall Pro.
2. On this PC first install the professional version of SoliCall Pro that you received from us. Afterwards, extract to the directory “C:\Program Files (x86)\SoliCall\bin” the license server files you received from us.
3. Double-click on the executable “License_Server_SoliCall_Pro” and navigate to “Tools->Enter License” and provide the path to the license key you received from us. Afterwards, you should see the purchased licensed quantity on the main screen:

4. Go to “Tools->License server” and write the IP of the license server machine.

Note: Once the license server is started, it takes it 5 minutes until it will provide licenses to SoliCall Pro instances.

Installing SoliCall Pro on Agent’s PCs

On each agent PC, install SoliCall Pro. Initially when you open the screen of SoliCall Pro, you will see the error message “Invalid License Server”.  To resolve this error, go to “Tools->License Server” and enter the IP of the license server:

Now, this error message will disappear. In addition, you should also be able to see the actual usage count on the license server increasing.

SoliCall Pro starts with the a built-in evaluation period. If you received a license for SoliCall Pro, you can install it on each instance of SoliCall Pro. This is done via “Tools->Enter License…”

Next step is to make sure the desired audio filtering options are selected. This is done via “Tools->Options…”. Usually we recommend to: (1) disable echo cancellation since the agents are using headsets and (2) enable AGC to keep volume level at a comfortable level for both the agent and the customer.

That following configuration item is to make sure the audio devices on the PC are set correctly.

  1. On the Windows sound menu, make sure that “SoliCall Audio Device” is at “Ready” state and is not selected neither as the “Default Communication Device” nor as the “Default Device”.
  2. Open the audio settings of your softphone and change its Microphone and Speakers to be “SoliCall Audio Device”.

Now, you should be able to make a call and the audio will be routed to SoliCall Pro. When making a call, the “*** ON ***” indicator should appear:

Prerequisites for installing PBXMate for Call Centers

1. PBXMate could be run on any server in your network. We recommend that this server will have at least 4 CPU cores and 4G RAM.
2. The network between the Agent’s PCs and the PBXMate server should be fast to avoid delays to the audio.
3. The IP of the PBXMate server should be static.
4.  Make sure there are no firewalls that might be blocking the communication between SoliCall Pro and PBXMate.

Installing PBXMate

We recommend using our installation package to perform the installation on a physical machine.  Another option is to use a pre-built VM. If you are using the pre-build VM please use the following steps:

1. Make sure you have VMware player/workstation or any other VM software that can import files in OVF format.
2. Download the VM image of the PBXMate server.
3. Configure the VM to use the hardware of your server and launch the VM.
4. On any PC, open a web browser and navigate to http://[Server IP]:8083 . Using the browser you can control and monitor PBXMate. Note: if you do not know the server IP, you can login to the server and the IP will be displayed on the welcome screen.
5. If your  DHCP does not allow you to fix the IP of the server, you should manually assign a static IP to the server. This is done by editing the file /etc/network/interfaces and setting the primary interface similar to the following example:

# The primary network interface:
auto ens33
iface ens33 inet static
address 192.168.1.11
netmask 255.255.255.0
gateway 192.168.1.1
dns-nameservers 8.8.4.4 8.8.8.8

Configuring PBXMate on each PC

On each installation of SoliCall Pro, go to “Tools->PBXMate”, check “Connect to PBXMate” and update the IP of PBXMate server.

Notes:

1. If the IP of the agent’s PCs is not fix, then select “MAC” for the Station Identifier.
2. If your softphone is not releasing the microphone after each call but rather keeps the microphone constantly open, the result is that SoliCall Pro will treat the entire duration as one single long call. This behavior will result in lower quality of noise reduction. Therefore in such case you should enable automatic splitting of long calls. The automatic splitting is using voice activity detection that is part of the noise reduction filtering, so make sure you did not disable the noise-reduction filtering in the option menu.

Monitoring the usage & statistics

Using the web browser you can view few graphs/statistics that are generated by PBXMate. You can look at:

 

Statistics of live calls

 

Noise Map being populated

 

Accumulated statistics

Testing the Audio Quality

In addition to listening to the audio “after” filtering, you can also compare the audio “before” and “after”. In order to do so, you will need to activate recording in SoliCall Pro, both the regular recording and also the “extended recording” (via “Tools->Advanced Options…”). Once you do so, SoliCall Pro will start recording the calls. Contact us to get a utility (“parse_recording_dir”) that will generate from the recorded data audio files of “before” and “after”.

Advanced topics

  • The standard setup will mainly attenuate ambient voices of other agents talking over the phone. In addition, if you want to cancel voices of people that are not talking over the phone, for example the voice of the supervisor shouting instructions, please contact us and we will guide you on the required setup.
  • For heavy production load, please contact us to discuss the required specifications for the PBXMate server.
  • If during a phone call, SoliCall Pro is unable to communicate with PBXMate for more than few seconds, a warning message will be displayed (“PBXMate is temporarily disabled”) and the audio will be filtered by SoliCall Pro without PBXMate filtering.  If you receive such a message, please verify that (a) no firewall interferes with the communication between SoliCall Pro and PBXMate and (b) the maximum allowed number of concurrent calls was not exceeded.