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920-105 - Symposium Call Center Server Installation and Maint. - Dump Information

Vendor : Nortel
Exam Code : 920-105
Exam Name : Symposium Call Center Server Installation and Maint.
Questions and Answers : 52 Q & A
Updated On : April 24, 2019
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920-105 Symposium Call Center Server Installation and Maint.

Study Guide Prepared by Killexams.com Nortel Dumps Experts

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920-105 exam Dumps Source : Symposium Call Center Server Installation and Maint.

Test Code : 920-105
Test Name : Symposium Call Center Server Installation and Maint.
Vendor Name : Nortel
Q&A : 52 Real Questions

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Nortel Symposium Call Center Server

Nortel, Genesys unveil call centre application | killexams.com Real Questions and Pass4sure dumps

Nortel Networks Corp. and Genesys Telecommunications Laboratories Inc. final week one at a time released utility for name centres aimed toward strengthening communication lines between call brokers and purchasers.

Nortel released edition four.0 of its Symposium name center internet client, which is a browser-primarily based interface to a Nortel Symposium server.

Nortel says the brand new client may aid companies roll out call centres sooner through getting rid of the should deploy and manage the common Symposium client application on particular person call brokers’ PCs. The internet client presents lots of the same services, such as entry to consumer background and case advice, customer checklist displays, and computing device displays for efficiency facts for particular person brokers.

The net customers are able to tie into a relevant software server running on the Symposium server, which can acquire records from web and computing device-primarily based valued clientele for processing reports on call centre undertaking, calling tendencies and particular person agent efficiency.

Genesys, a subsidiary of Alcatel, announced edition 6.4 of CallPath, a former IBM Corp. product which Genesys obtained ultimate can also. The new edition integrates CallPath name agent management servers with the Genesys Suite 6 name centre product, so that clients can manage customer electronic mail responses and agent/customer web collaboration.

Genesys says CallPath 6.four may well be used either through name centre managers trying to migrate to a Genesys system, or just to adopt Genesys points into their CallPath platform. in keeping with the business, integrating the Genesys Suite with CallPath involves upgrading CallPath servers with edition 6.4 and then replacing a teh enterprise’s change Connection Server or SwitchServer/2 (servers that connect CallPath servers to a PBX or mobilephone swap) with the Genesys’ T-Server product.

both the Nortel Symposium net client and Genesys CallPath server software can be found now. The Nortel application prices US$one hundred per person, now not together with back-conclusion server software. Pricing for the CallPath application became no longer purchasable.

Nortel Networks in Brampton, Ont., is at http://www.nortel.com

Genesys, with places of work in Saint John, N.B., is at http://www.genesyslab.com

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iMessaging Integrates i OS application with Nortel name center application | killexams.com Real Questions and Pass4sure dumps

businesses that use the Symposium name middle utility from Nortel now have an easier way to obtain integration with i OS purposes. closing week, iMessaging options introduced a kit of utility and services that allows for its inspire telephony application to combine with Symposium.

Nortel bills its Symposium name middle Server as an superior and scalable platform for automating the distribution of incoming calls in a contact middle. The application makes groups extra effective via guiding callers through a “cellphone tree” to check the aim of a name, and then routing the name to the consumer provider representatives (CSRs) with the appropriate abilities.

It’s typical for Symposium users to pressure even more automation into their call core operations via integrating their name center software with company functions. This offers benefits, such because the skill to straight away pull up assistance, like consumer statistics, before routing the call to the acceptable CSR.

besides the fact that children, integrating mobile techniques with company purposes is notoriously complicated, and requires wide customization features. however because of iMessaging’s new inspire for Symposium offering, Nortel purchasers can connect their Symposium programs to i OS applications, whereas leveraging the huge experience that iMessaging has in this field of contact core operations.

the brand new offering provides two simple benefits, according to iMessaging. First, the combination allows for the Symposium device to carry customized monitor “pops” to the workstations of CSRs. These screen pops will also be a display from very nearly any i OS application, and supply CSRs with quick access to statistics from core business functions. It also eliminates the want for CSRs to manually navigate during the i OS utility to get to the vital reveal.

The 2d improvement is the delivery of interactive voice response (IVR) capabilities that allow callers or call recipients to interact with enterprise functions over the telephone, the usage of either voice recognition or the cell’s keypad. encourage can convey IVR functionality to Symposium for both inbound and outbound calls, iMessaging says.

apart from the encourage software, iMessaging’s new answer comprises venture administration, implementation, configuration, and building functions. The answer starts at about $20,000. iMessaging is offering potential valued clientele free 30-minute assessments. For more suggestions, consult with www.imessagingsolutions.com.

related experiences

iMessaging and IBM group to power i OS-primarily based IP Telephony

iMessaging Adopts SIP for name core application

iMessaging gives you a supervisor’s View into name middle pastime

iMessaging adds Outbound Dialing to inspire name center Suite

iSeries-centric name center Suite Renamed encourage

iMessaging Boosts aid for Spanish in Interactive Voice device

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BT will switch its name middle network to VoIP | killexams.com Real Questions and Pass4sure dumps

British Telecommunications (BT) plans emigrate its U.okay. call facilities to a new VoIP equipment over the subsequent two years, allowing around 9,seven-hundred name middle agents on 124 sites to work as one team in a single, virtual, customer contact middle.

accomplishing the correct person to clear up a problem can be complex in a huge company such as BT, and customers can regularly discover their name transferred a couple of instances, each switch obliging them to explain their issue once more. BT recently promised to make it less demanding for consumers to attain the right grownup, and so its name core agents need to be capable of switch calls -- and accompanying assistance concerning the consumer's identification and cause of calling -- to the acceptable region.

With the brand new device, "we are able to circulation calls around the company to aid BT's 'My client guarantees,'" spoke of Alf Ellis, head of BT's internal voice options.

The task will take between 18 months and two years to comprehensive, he said.

BT will spend round $5 million on new VoIP machine from Nortel, including five Nortel communication Server one thousand methods for the main websites in England (Gatwick, Cambridge, Walsall and Bristol) and Scotland (Edinburgh), in keeping with Nortel. The deal additionally contains a computing device Nortel 2004 IP cellphone for each and every of the 9,700 call middle agents and a Symposium call middle Server, making it probably the most biggest digital call centers in Europe. The equipment replaces existing Nortel machine, together with Meridian 1 PBXs and Meridian Max name core application.

one of the crucial challenges for the techniques integrator, BT's personal global functions division, might be to make use of computing device telephony integration (CTI) functionality to hyperlink the name core with returned-office databases of consumer relationship administration applications in order that agents can see, as an example, the identities of callers and the histories of their accounts.

"BT will make use of Symposium CTI and different CTI purposes" for CRM work, Ellis stated. He would no longer identify the CRM functions BT makes use of.

For the name center agents, this will be their first stumble upon with VoIP inside BT -- but the enterprise has already used the expertise at the highest tiers, based on a Glynn Evans, Nortel's account supervisor for BT.

"We had deployed IP telephony at BT's headquarters in Newgate street, London, closing 12 months," he referred to in an email. That device served 2,000 employees, together with BT's government administration board.

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Symposium Call Center Server Installation and Maint.

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What Is Server Management? | killexams.com real questions and Pass4sure dumps

Server management, an essential activity for data center administrators, is a challenging topic. This is because the term server management can be used to refer to managing physical server hardware, virtual machines or many types of application servers and database servers. All of these needs to be managed – constantly.

Adding complication, there are many types of server management tools and server management services that can help administrators to keep servers of all types working properly. The best server monitoring software applications provide system management application capabilities that serve an array of different use-cases. Let's look at server management in-depth.

Understanding Server Management

At its core, server management is about having control or access to a physical, virtual or application server in order to perform different types of administrative or maintenance operations. Server management also involves server monitoring and visibility into how a given server is operating to help improve and optimize performance.

Server Management Basics

Regardless of the type of server that is being managed, there are a number of basic fundamentals.

  • Access. In order to manage a server, a server management tool, server management service or server management software needs to be able to access the server it is trying to manage.
  • Updates. Among the most basic server management functions is the ability to help start and install software or firmware updates.
  • Setup. The ability to setup new software, add-ons or functionality is often a core feature of server management.Monitoring. Providing the capability to monitor different types of servers for status, performance and anomaly detection.
  • Optimization. Some server management tools and services will also provide optimization capabilities to improve server efficiency and overall operations.
  • Capacity planning. A more advanced feature is some cases is capacity planning which provides a forecast of server utilization, helping administrators to plan for when additional resources will be required.
  • Alerting. The ability to alert an administrator, via email, SMS, slack or some other messaging system to different errors and incidents is another helpful component of server management.
  • Server Management Services

    Server management services help administrators to offload the direct responsibility for managing certain attributes of a given server. Depending on the type of server, there are different types of services that can be offered.

    For hardware, server management can involve a fully managed service, where the service provider is responsible for the physical and software management of the server.

    For web and application servers, server management at a hosting provider or in the cloud involves the management and maintenance of the core server software. It can often also include security as well as backup services for stability and overall resilience.

    Server management services can also help organizations to identify the best server applications and perform server software comparisons.

    Why Should you Use Server Management Services?

    There are a number of different reasons why you should consider using server management services. The best server monitoring software is only as good as the skill of the person using the software. And when some server management is shifted to a service – that is dedicated to managing servers professionally – there are multiple benefits to be had.

    Among the benefits of server management services:

  • Skills and Experience. Finding the right staff with the required skills and experience for different server management tasks can be challenge.
  • Operational Costs. Many server management services are subscription based with a monthly or yearly operational cost that may well be more cost effective than ramping up an internal capability.
  • Scale. Managing servers at large scale can often require monitoring and management at scale as well, which is something that a server management service can provide.
  • Support. On call support with guaranteed response times is often a core benefit offered by the best server management services.
  • Server Management and Monitoring Tools

    There is no shortage of different server management and monitoring tools that organizations can choose from. Depending on the use case, and the type of server or server application the organization is looking to monitor there are varying critical attributes that should be considered.

    Critical Attributes for Server Management

    Coverage

  • Identify what types of servers and applications that will be managed.
  • Make sure the tool or service covers the server you need to manage
  • User Interface

  • Basic server administration can be done via a simple terminal.
  • Some tools provide advance visualization capabilities that can make it easier to manage
  • Alerting

  • The ability to set performance or other thresholds that can generate alerts.
  • Consider different alerting options, including email, SMS and slack
  • Support

  • Server management can be complicated, having support is often critical to success.

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    Security and safety drive smart building strategies for the future

    Johnson Controls recently unveiled the findings of its 2018 Energy Efficiency Indicator (EEI) survey that examined the current and planned investments and key drivers to improve energy efficiency and building systems integration in facilities. Systems integration was identified as one of the top technologies expected to have the biggest impact on the implementation in smart buildings over the next five years, with respondents planning to invest in security, fire and life-safety integrations more so than any other systems integration in the next year. As advanced, connected technologies drive the evolution of smart buildings, security and safety technologies are at the center of more intelligent strategies as they attribute to overall building operations and efficiencies. SourceSecurity.com spoke with Johnson Controls, Building Solutions, North America, VP of Marketing, Hank Monaco, and Senior National Director of Municipal Infrastructure and Smart Cities, Lisa Brown, about the results of the study, smart technology investments and the benefits of a holistic building strategy that integrates security and fire and life-safety systems with core building systems. Q: What is the most striking result from the survey, and what does it mean in the context of a building’s safety and security systems? The results show an increased understanding about the value of integrating safety and security systems with other building systems Hank Monaco: Investment in building system integration increased 23 percent in 2019 compared to 2018, the largest increase of any measure in the survey. When respondents were asked more specifically what systems they we planning to invest in over the next year, fire and life safety integration (61%) and security system integration (58%) were the top two priorities for organisations. The results show an increased understanding about the value of integrating safety and security systems with other building systems to improve overall operations and bolster capabilities beyond the intended function of an individual system. Q: The survey covers integration of fire, life safety and security systems as part of "smart building" systems. How do smarter buildings increase the effectiveness of security and life safety systems? Hank Monaco: A true “smart building” integrates all building systems – security, fire and life-safety, HVAC, lighting etc. – to create a connected, digital infrastructure that enables individual technologies to be more intelligent and perform more advanced functions beyond what they can do on their own. For example, when sensors and video surveillance are integrated with lighting systems, if abnormal activity is detected on the building premise, key stakeholders can be automatically alerted to increase emergency response time. With integrated video surveillance, they also gain the ability to access surveillance footage remotely to assess the situation. When sensors and video surveillance are integrated with lighting systems abnormal activity on the premise can automatically be detected Q: How can integrated security and life safety systems contribute to greater energy efficiency in a smart building environment? Hank Monaco: Security, fire and life-safety systems can help to inform other building systems about how a facility is used, high-trafficked areas and the flow of occupants within a building. Integrated building solutions produce a myriad of data that can be leveraged to increase operational efficiencies. From an energy efficiency standpoint, actionable insights are particularly useful for areas that are not frequently occupied or off-peak hours as you wouldn’t want to heat or cool an entire building for just one person coming in on the weekend. When video surveillance is integrated with HVAC and lighting systems, it can monitor occupancy in a room or hallway. The video analytics can then control the dimming of lights and the temperature depending on occupant levels in a specific vicinity. Similarly, when access control systems are integrated with these same systems, once a card is presented to the reader, it can signal the lights or HVAC system to turn on. In this example, systems integration can ultimately help enable energy savings in the long run. Security and life safety systems contribute to help enable greater energy efficiency and energy savings in the long run Q: What other benefits of integration are there (beyond the core security and life safety functions)? Hank Monaco: Beyond increased security, fire and life-safety functions, the benefits of systems integration include: Increased data and analytics to garner a holistic, streamlined understanding of how systems function and how to improve productivity Ability to track usage to increase efficiency and reduce operational costs Enhanced occupant experience and comfort Increased productivity and workflow to support business objectives Smart-ready, connected environment that can support future technology advancements Q: What lesson or action point should a building owner/operator take from the survey? How can the owner of an existing building leverage the benefits of the smart building environment incrementally and absent a complete overhaul? Lisa Brown: Johnson Controls Energy Efficiency Indicator found that 77% of organisations plan to make investments in energy efficiency and smarter building technology this year. This percentage demonstrates an increased understanding of the benefits of smart buildings and highlights the proactive efforts building owners are taking to adopt advanced technologies. There is an increased understanding that buildings operate more effectively when different building systems are connected As smart buildings continue to evolve, more facilities are beginning to explore opportunities to advance their own spaces. A complete overhaul of legacy systems is not necessary as small investments today can help position a facility to more easily adopt technologies at scale in the future. As a first step, it’s important for building owners to conduct an assessment and establish a strategy that defines a comprehensive set of requirements and prioritises use-cases and implementations. From there, incremental investments and updates can be made over a realistic timeline. Q: What is the ROI of smart buildings? Lisa Brown: As demonstrated by our survey, there is an increased understanding that buildings operate more effectively when different building systems are connected. The advanced analytics and more streamlined data that is gathered through systems integration can provide the building-performance metrics to help better understand the return on investment (ROI) of the building systems. This data is used to better understand the environment and make assessments and improvements overtime to increase efficiencies. Moreover, analytics and data provide valuable insights into where action is needed and what type of return can be expected from key investments.


    Building a Call Center with LTSP and Soft Phones | killexams.com real questions and Pass4sure dumps

    A new customer approached us with a need to provision the office. The customer was receptive to open-source software and was interested in using Linux. Being a nonprofit organization, the budget for the project was tight.

    We provisioned the new office with a server running software from the Linux Terminal Server Project (LTSP) to make the desktop economical from the start. We then installed an Asterisk server as a PBX for the call center. To make things easier for the staff, we wanted to have a working soft phone on their terminals with headsets for hands-free operation.

    This article discusses the installation and use of the LTSP build environment to build Qt and KPhone so the staff members could run KPhone locally on their terminals. I do not discuss the installation of Linux or Asterisk here, but I have included the relevant context for KPhone, which resides in the Asterisk sip.conf file. We used Gentoo for this particular LTSP server, but any Linux distribution can do the job.

    Software Needed

    The main software packages needed for this project were LTSP, KPhone and the LTSP build environment (LBE). LTSP easily provides thin-client access to a main server. We often recommend LTSP as an economical way to equip an office, because it focuses monetary resources on the main server rather than on the individual stations. The incremental cost of adding a new user to the office is relatively small, and administration is simplified.

    The customer's new office is intended to be a small call center, so hands-free phone operation is a big benefit. We wanted to try using headsets and amplifiers that use a computer sound card for their connectivity rather than hardware phones. These headsets, coupled with software SIP phones on each user's local station, allowed us to meet their phone needs without having to buy separate phone equipment.

    Because we already were using Asterisk (see the on-line Resources) as the PBX for the office, it seemed logical to use an open-source software phone. We decided to use KPhone (see Resources) as the software SIP phone, because it had proven reliable on standalone systems previously tested. One of the drawbacks of every SIP soft-phone package we investigated at the time was none supported a network-enabled sound protocol. As a result, they were required to run locally on the station that physically has the sound card. As these stations are thin clients that boot from the main server, KPhone needs to be resident in the filesystem on each station. When a user runs KPhone from the desktop, which runs on the server, the KPhone process needs to start in the local terminal environment.

    KPhone is not a standard part of the LTSP package, so we needed to build it inside the local stations' root filesystem that is NFS-mounted from the server at boot time. Building software for the terminals' root filesystem requires LBE (see Resources). Building software in LBE also requires that all necessary libraries be present in the filesystem. One of the other benefits of KPhone is the Qt library is the only library required beyond those already in LTSP.

    Installation and configuration of LTSP are detailed in the LTSP documentation (see Resources). One deviation from the standard install of LTSP is that the DHCP configuration file must reference the root filesystem that LBE builds rather than the root filesystem installed with the LTSP package (Listing 1).

    Listing 1. Our LTSP Section of dhcpd.conf

    # LTSP Path Options option root-path "192.168.42.254:/usr/local/src/lbe/opt/ltsp/i386"; #LTSP boot image (relative to the TFTP root) filename "/pxe2/pxelinux.0";

    Technically, we did not need the LTSP package because LBE includes the necessary boot image and root filesystem. However, if you are not already familiar with LTSP, I recommend you install that package first and get it operational. Deploying LTSP involves the configuration of other standard software included with almost all Linux distributions: DHCP for assigning IP addresses, boot images and root filesystem information for the stations; TFTP for client stations to retrieve their boot images; and NFS for thin clients to remote-mount their root filesystems and the /home filesystem for running remote applications. Installing LTSP provides demo configurations for all of these packages that makes setup much easier for a novice.

    The main LTSP documentation describes well most of the preparation for running applications locally on the clients. Their installation and configuration also are covered on the LTSP 4.1 Web page. In addition to the software mentioned above, you also need to configure SSH client and NIS on the server.

    SSH is the means we used for starting the process on the remote client. Notice that the LTSP 4.1 documentation demonstrates the use of rsh for launching the applications. Although that would work, the required dæmons for rsh no longer are part of the LTSP package. SSH is now the norm for launching local applications. You can find information about preparing for SSH launching of local applications in the Local Applications section of the LBE documentation.

    NIS is needed because the thin clients need to authenticate users through SSH as they launch the applications. NIS configuration is guided by the NIS HOWTO. One item that was not immediately obvious from the documentation was that NIS would complain that /etc/publickey was not present. Creating that file with touch /etc/publickey solved the problem.

    Once all the supporting software is in place, configuring LTSP to run local applications is easy: set LOCAL_APPS = Y in /etc/lts.conf within the LTSP root filesystem. This causes the clients to mount the /home directory from the server with NFS. Also, NIS is made active by /var/yp/nicknames, /etc/yp/conf being created on the clients, domainname being run with the value of the NIS_DOMAIN entry in the lts.conf file and ypbind being run. The sshd dæmon also is activated on the client.

    For SSH operations to be transparent to users, we need SSH keys created without expecting users to do it themselves. To accomplish that, we installed superadduser in Gentoo, which is reported to be adduser from Slackware (see Resources) and modified it to generate the SSH keys automatically for the user when the user is created (Listing 2).

    Listing 2. Additions to /usr/sbin/superadduser

    # su to the user and generate their SSH keys su - "$LOGIN" -c "ssh-keygen -q -t dsa -C '' -N '' -f "$HME"/.ssh/id_dsa" # # cp the new public key to the authorized_keys file cp "$HME"/.ssh/id_dsa.pub "$HME"/.ssh/authorized_keys chown "$LOGIN":"$( echo $GID | awk '{print $2}')" "$HME"/.ssh/authorized_keys # # update the NIS stuff (cd /var/yp; make > /dev/null)

    Aside from configuring local applications to run on the client terminals, we also need to make sure the sound cards are active when the thin clients boot. Normally, one would set SOUND = Y, SOUND_DAEMON = <nasd or esd>, VOLUME = <default volume level> and possibly SMODULE_01 = <ISA configuration string>. However, doing so not only causes the sound driver to be loaded into the kernel, but it starts the sound dæmon, which we do not want. We need the sound card to be available for KPhone when it starts on the terminal.

    What we do instead is set SOUND = N to keep the normal sound system from being activated and MODULE_01 = <kernel module for the PCI soundcard>, because LTSP does not have isapnp support, so audio needs a PCI audio device. We also set RCFILE_10 = "kphone" to run the initial configuration script to ready the system for KPhone by using the audio device. Then, in /etc/rc.d in the clients' root filesystem, we put the KPhone script (Listing 3) to enable access to the /dev/sound/* files. -rwrwrw access is not the most secure, but because only one user is running processes on the terminal at a time, it works fine. Finally, we turn on the microphone and adjust the gain and volume levels.

    Listing 3. <LTSP root>/etc/rc.d/kphone

    #!/bin/bash echo Setting up the system for using kphone locally echo change the permissions on the audio files... /bin/chmod 666 /dev/sound/* echo Turn on the microphone, adjust gain and volume /bin/aumix-minimal -m R echo Turn gain and volumes up to maximum /bin/aumix-minimal -m 85 /bin/aumix-minimal -p 100 /bin/aumix-minimal -v 100

    Building Qt and KPhone

    Now that you have the LTSP environment configured and operational, you can build the LBE. Getting LBE from CVS is as simple as:

    cvs -d :pserver:anonymous@cvs.ltsp.org:/usr/local/cvsroot checkout -s

    You then need to su to root—using sudo with the LBE doesn't reliably work—and run ./build_all. You can take a break here, as the build of LTSP in LBE takes some time to complete.

    Once you have the new root filesystem for the terminals built, change your DHCP configuration to refer to that boot image and root filesystem, and restart your DHCP server. You probably want to move /etc/lts.conf from your old LTSP root filesystem to the new one. You also should move the system-wide SSH known-host keys—the ones you created as per the Local Applications section of the LBE document—to the new filesystem.

    Now we need to build the Qt libraries and then KPhone inside the clients' root filesystem. The LTSP Build Environment (LBE) makes this much more manageable. Adding packages for building in the environment amounts to creating a package.def file in a directory named for the package. The package.def files describe how to get, verify the download, unpack, configure, build and install the package software. The build script in the ltsp-src directory then does a chroot and executes the build process.

    Through trial and error and discussions on the LTSP IRC channel (see Resources), we were able to construct the required package.def files (see Resources for those files). Constructing the package.def file for building Qt, in ltsp-src/qt under the LBE root, was a straightforward process. Each build exported the same variables to the build environment. Notice, also, that threading is turned on explicitly at the CONFIGURE stage. KPhone builds much more easily if Qt has threading enabled, but it is not enabled by default in Qt.

    Building KPhone was a bit more complicated. The package.def file (see Resources) works well enough, but the x-includes configuration option does not seem to change the resulting Makefiles. This would cause compilation errors when building trayicon.cpp. Manually adding -I/usr/X11R6/include to CFLAGS in kphone/kphone/kphone/Makefile (Listing 4) after the configuration stage seemed to fix the problem, however. The steps to build KPhone in LBE are then:

    ltsp-src# ./build --configure --only=kphone ltsp-src# vi kphone/kphone/kphone/Makefile (Add "-I/usr/X11R6/include" to CFLAGS) ltsp-src# ./build --only=kphone

    We also noticed that the icons were not being located properly by KPhone at first. Making a link to ../../share/kphone in opt/ltsp/i386/usr/share from the LBE root—/usr/share from the clients' root—allowed KPhone to find the icons correctly.

    Listing 4. Modified CFLAGS in kphone/kphone/kphone/Makefile

    CFLAGS=-I/usr/X11R6/include -I/usr/qt/3/include \ -Wall -O3 -I. -I../gsm -I../ilbc -I../dissipate2 \ -D_REENTRANT=1 -DQT_THREAD_SUPPORT=1 \ -DHAVE_LIBX11=1 -DHAVE_LIBXEXT=1 -DHAVE_LIBXT=1 \ -DHAVE_LIBICE=1 -DHAVE_LIBSM=1 -DHAVE_LIBPNG=1 \ -DSTDC_HEADERS=1 -DHAVE_FCNTL_H=1 \ -DHAVE_SYS_IOCTL_H=1 -DHAVE_UNISTD_H=1 \ -DHAVE_SELECT=1 -DINCLUDE_STDLIB_H=1 $(MOREDEFS)

    To run KPhone, we put a script in /usr/bin on the terminal server called kphone (Listing 5). This script simply opens access to the xserver, determines the terminal at which the user is sitting and starts the KPhone process on that terminal.

    Listing 5. KPhone Script on the Server

    #!/bin/bash xhost + > /dev/null HOST=`echo $DISPLAY | awk -F: '{ print $1 }'` export HOST ssh ${HOST} env DISPLAY=:0.0 /bin/kphone

    To make things easier for the users, we created an entry in the KMenu for KPhone that they can select or move onto their docks if they wish. This entry is created by adding the file kphone.desktop (Listing 6) to /usr/kde/3.3/share/applications/kde on the terminal server.

    Listing 6. kphone.desktop

    [Desktop Entry] Comment= Exec=kphone GenericName=Office Telephone Icon=/usr/kde/3.3/share/icons/Locolor/32x32/apps/kab.png Name=kphone Path= StartupNotify=true Terminal=0 TerminalOptions= Type=Application Categories=Qt;KDE;Office X-KDE-SubstituteUID=false X-KDE-Username=

    The user then can select the KPhone menu item and launch KPhone (Figure 1). The first time the application is run, the user has to select File→Identity to open the Identity dialog (Figure 2) and enter the connection information. The data to enter here must match that information for the SIP accounts on the VoIP server (Asterisk in our case). Because KPhone stores its configuration in the user's home directory, it need be configured only the first time the user starts KPhone. Because /home is NFS-mounted from the server, the station where users log in is their phone, so the phone effectively follows them if they should change workstations. Once users have registered with the server, they can make calls from the call dialog and DTMF panel (Figure 3).

    Figure 1. The user's desktop environment runs on the LTSP server, but KPhone runs locally.

    Figure 2. When first running KPhone for a new user, enter the information for the Asterisk server.

    Figure 3. The KPhone call dialog works like a hardware phone.

    Initially we had KPhone running, but the response time for any action was horrible. Any time the user would perform an action that caused an SIP message to be sent—dial a number, press a phone button on an active call, answer or hang up the phone—it would take nearly a minute for the action to occur.

    We determined that this problem was occurring because of a DNS name resolution issue that was waiting to timeout. The solution was to put entries into /etc/hosts for each of the stations that would be running KPhone, install dnsmasq on the terminal server and have the terminals reference the terminal server as their DNS server, configured in dhcp.conf. There are other, perhaps better, ways to solve this issue, but this solution took minimal time to configure and run, and it worked. Finding the source of the problem was the hard part.

    Gotchas

    There have been a couple drawbacks to this system. Occasionally KPhone closes for no given reason, which can be quite annoying. We have not yet determined the cause of this problem, and we hoped that upgrading KPhone to 4.1 might help.

    The KPhone package.def file contains the necessary lines for building KPhone 4.1.1. The change to the Makefile mentioned above for 4.0.5 still applies as of 4.1.1. Our preliminary tests indicate, however, that 4.1.1 has the same problem of closing suddenly for an unknown reason. We have inquired with the maintainers of KPhone to see if they can help, but so far we do not know the cause of the problem.

    Another drawback is that when the phone rings, it rings through the headset and gives a visual alert on the screen. If users are not in front of their terminals with their headsets on, they will not know that their phones are ringing. Once the call center is in full operation, operators probably will spend most of their time at the terminals, so this may not be a problem.

    Conclusion

    We now have KPhone installed and able to be run from any terminal attached to the LTSP server. Adding another user is as simple as creating an account for them on the server, adding a SIP phone entry for them on the phone system and having them configure KPhone. The terminal server is the single point of maintenance for everyone's desktops. Even though KPhone runs locally on each terminal, the LTSP build environment is the single point of maintenance for all of them.

    The cost for the system is concentrated in the terminal server and phone system. The incremental cost for each new user is the cost of a low-end terminal and a sound card headset. This expense is much more cost effective than putting a full workstation at each desktop along with a headset-capable hard phone.

    Acknowledgements

    Thanks to James McQuillan at the Linux Terminal Server Project for his excellent documentation (LTSP and LBS) and everyone on the LTSP IRC channels that helped me get KPhone running locally. Also thanks to Thorsten Kukuk for authoring “The Linux NIS(YP)/NYS/NIS+ HOWTO”. Thanks to Mark Spencer, Digium and everyone involved with the Asterisk Project who have made open-source telephony a reality, as well as the author(s) of KPhone. And thanks to Trolltech, the creators of the Qt application framework.

    Resources for this article: /article/8460.



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    Nortel 920-105 Exam (Symposium Call Center Server Installation and Maint.) Detailed Information



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