Symptoms

• VIP w/NICS (IVue) Integration for Coop Customers (Yealink phone & Loup)
   

Cause

The issue occurs when calls from 3- or 4-digit extensions are processed by the screen pop service. Because these extensions are not associated with a recognized account, the screen pop generates an error. Additionally, 10-digit phone numbers are received with a leading "1," which can affect number matching.

To address this, a Windows service was developed to monitor incoming requests. When the calledNumber >= 10 digits, the service extracts the last 10 digits and forwards the request to the 99999dbs server.

A more effective long-term solution would be for the screen pop service on the iVUE server to send normalized 10-digit phone numbers to clients. This would eliminate the need for additional processing and improve compatibility with account lookups. Implementing this enhancement should be achievable with a relatively minor code update.
 

Procedure

Migration Process (Classic to VIP)

1. Copy configuration such as callflows, queues, users, phones, extensions, etc., exactly from Classic to VIP

   NOTE: Make sure to use the correct extension types, like Park for 9xxx and so on

    
2. Collect and send the updated user/phone SIP extension(s) credentials to Skip

   NOTE: It could be 4, 5, 6, etc., extensions to the IVue server

    
3. Skip will create an offline template to be ready for cutover at the scheduled date/time 
   • Domain
   • Proxy
   • User
   • SIP PW
      
4. Update the Yealink Phones Advanced Parameter with the correct overrides for the action URL (see Cause section above)

   NOTE: Skip can give us the company ID if needed

    
5. When ready to cut, schedule a meeting with the customer, Crexendo, and Skip (IVue) to make the flip from classic to VIP. This should only take about 15 minutes to do on the NICS/IVue side.
6. Test with everyone on the line.
    

Create the IVR SIP User

This extension will be used to create the connection between VIP and IVue for inbound and outbound activity.

Collect the SIP User Credentials to Share with IVue

1. Configure the Caller ID within the SIP user profile. The iVue team can assist in the correct Caller ID settings if needed.
   
   
2. Disable Voicemail from within the Voicemail tab.

Enabling Action URL on the Phones (Yealink T5x, T4x)

You need to add the action URL for Established calls

1. On the phone's web UI, navigate to Features > Action URL
2. Inside Established (when the user answers the phone), enter Method 5: HTTP Method from ScreenPops-PBX_to_iVUE_Integration.pdf

EXAMPLE: Here is a sample of an action URL

99999 is the company ID. Skip can provide if needed.

Using clientid (server)

action_url.call_established=http://99999dbs:35000/cis/incomingHttpCall.cmd?phoneNbr=$calledNumber&clientAddr=testpc.mycoop.lan&companyId=99999&enterpriseId=99999

 

 

Using Username (preferable)

action_url.call_established="http://15040dbs:35000/cis/incomingHttpCall.cmd?phoneNbr=$calledNumber&userName=chrisf&companyId=15040&enterpriseId=15040"

Preferred Option for Override

action_url.call_established="http://99999dbs:35000/cis/incomingHttpCall.cmd?phoneNbr=$calledNumber&clientAddr=testpc.mycoop.lan&companyId=99999&enterpriseId=99999"

EXAMPLE: http://16006dbs:35000/cis/incomingHttpCall.cmd?phoneNbr=6367552486&userName=ssutter&companyId=16006&enterpriseId=16006

 

 

 

Related Information

Alternatively, you can follow the step-by-step at How To: Loup - Integrate NICS (IVue Connect)
 

Escalation Information

Change Log