Setting up WEB Callback Services

Overview

Checklist

General Configuration of Callback Services

Add a New WEB Callback Trigger Instance

Configure the Instance Parameters

Create a Tariff for End Users

Enter Rates

Create a Product

Create a Customer

Generate Accounts

Create an Internal Account

Testing

 

Overview

There are three types of WEB callback:

·       Simple – the user provides his account ID and phone number. When a callback is requested, he is connected with a predefined number (e.g. a helpdesk of the service provider).

·       Extended – the user provides his account credentials (account ID and password) and phone numbers: one he wants to be called back at and the one he wants to dial.

·       Hosted – the user provides the phone number where he can be reached. When the callback is requested, he uses the IVR prompts for further actions (e.g. to check his balance, enter a destination number, etc.)

NOTE: Since for the hosted WEB callback, the first outgoing call is established without authentication, to prevent service abuse make sure that unauthorized users are not allowed to access the WEB callback trigger for hosted mode.

This chapter demonstrates how to configure the WEB callback by performing the following steps in the example below:

1.     A user from Brazil wants to make a call to the USA. He goes online and enters his account credentials (account ID and password), a phone number where he can be reached, and the US destination number.

2.     Next, he needs to reach the helpdesk, so he enters his account ID and the phone number where he can be called back.

Checklist

Print the following page and use it to mark the operations you have completed while performing the system setup according to the instructions in this chapter. Please make sure that you perform all of the operations in the order designated (all of the boxes should be checked), otherwise the service will not work.

 

Operation

Done

General Configuration

 

Perform the general configuration of callback services

[     ]

Voice Application configuration

 

Add a new WEB callback trigger instance

[     ]

Configure the parameters of the WEB callback trigger instance

[     ]

Rating configuration (Customer)

 

Create a tariff A, which will be applied to the end users for using callback

[     ]

Insert rates for destinations the callback will be used for (legA) in tariff A and to which your customers will make outgoing calls (legB)

[     ]

Create a product for callback services

[     ]

In the rating list (of the callback product) include an entry containing the PortaSIP® node and tariff A with the callback calling rates

[     ]

In the rating list (of the callback product) include another entry to associate the Voice calls service, the PortaSIP® node, tariff A and the CALLBACK_FAIL access code

[     ]

Account provisioning

 

Create a retail customer who owns the accounts for callback services

[     ]

Generate a batch of accounts (PINs) for this customer

[     ]

Create an Internal Account

[     ]

Testing

 

Enter the web page and make a test callback

[     ]

General Configuration of Callback Services

Follow the steps described in the Setting up Callback Services. General Configuration handbook that describes the initial instructions for configuring callback services.

Add a New WEB Callback Trigger Instance

1.     In the Routing section of Admin-Index, choose IVR Applications.

2.     Click Voice Applications Settings.

 

 IVR applications page

 

Add a new instance

 

Add the instance name

 

3.     Click Wor3AA3 Add a new instance under WEB Callback Trigger menu and type the name of the instance in the pop up window.

4.     Click OK.

Configure the Instance Parameters

1.     Select the WEB Callback Trigger instance you have just created.

 

Configure the instance parameters

 

2.     Fill in the following information:

·       Callback WEB Page Address – Specify the address of the web page that will be provided to your users for initiating callback calls in this format https://<host>:8901 (where host is either a domain name or an IP address of the web server (the admin interface hostname), and 8901 is the port where the WEB callback operates).

·       The Second Number to Connect – Specify the number end users will be connected to when using a Simple WEB callback (e.g. the phone number of your helpdesk).

·       Use Account ID as ANI – Select this check box to show the account ID (i.e. PIN) as the calling number.

·       ANI Translation Rule – Specify the translation rule as a Perl expression that will convert the number of the calling party. This rule will be applied to the number if the option Use Account ID as ANI is selected.

·       Internal Account – Specify the internal account. During the hosted Web callback, this account is used for authentication and is charged for call legs.

·       Brand Prompts – Specify the folder name with your custom IVR prompts. These prompts will be used instead of the default ones. Please refer to the How to section for a detailed description of how to upload and use custom IVR prompts.

·       Special Charge if LegB Fails – When this check box is selected, a special tariff will be used to charge legA if a call to a destination number (legB) cannot be established (e.g. if the destination number is busy or not answering).

·       Access Code – Specify the access code that will allow PortaBilling® to use a special tariff for callback charging. For WEB callback, the default access code value is WEBCALLBACK.

3.     Click save_close Save & Close.

NOTE: There is a helpful tool-tip for each option. Just point your mouse to the desired option to bring it up.

Create a Tariff for End Users

At this step it is necessary to create a tariff according to which your customers will be charged when using callback services.

A callback call consists of two parts (call legs): a call to the calling party (legA) and a call to the destination number (legB), therefore this tariff is used to create charges for both call legs. The total charge for the whole callback call is the sum of charges for call legA and call legB.

 

Create a tariff for end user

 

Add tariff info

 

1.     In the Rating section of the Admin-Index page, choose Tariffs.

2.     On the Tariff Management page, choose https://demo.portaone.com:442/images/icons/add.gif Add.

3.     Fill in the Add Tariff form:

·       Name – A short name for the tariff object; this is the name you will see in the select menus.

·       Currency – Indicates the currency in which you charge your customers.

NOTE: The currency for the tariff can only be chosen once; it cannot be changed later.

·       Applied To – Choose Customer, as this tariff will be used to charge your customers.

·       Managed By – Choose Administrator only here.

·       Service – Choose Voice Calls.

·       Round Charged Amount – Instead of calculating xDRs with five decimal places, round up the xDR amount values (e.g. to cents, so that 1.16730 becomes 1.17). Then set the rounding pattern to XXXX.XX000 (as shown in the picture) so that every call is rounded up to an equal amount in cents.

4.     Click save_close Save & Close.

NOTE: You can charge separately for call legs. Please refer to the How to section for a detailed description of the steps for setting this up.

Enter Rates

Since a callback call consists of two parts (call legs), rates for both call leg destinations need to be entered into the tariff.

 

Rates

 

Add rates

 

Check rates added

 

1.     While on the Tariff Management screen, click the https://demo.portaone.com:442/images/icons/editRate.gif Rates icon.

2.     On the Edit Rates screen, click https://demo.portaone.com:442/images/icons/add.gif Add.

3.     Fill in the required information:

·       Destination – A destination prefix may be entered directly (e.g. 55 for Brazil) or you can access the destinations directory by clicking the Destination link (in the column header). Here you will find all prefixes listed by country name.

NOTE: You should create an entry for the phone prefixes in the Destination register before creating a rate for them in the tariff.

·       Interval First – first billing unit in seconds.

·       Interval Next – next billing unit in seconds.

·       Price First – per minute price for first interval.

·       Price Next – per minute price for next interval.

4.     Click the save Save button in the toolbar, or the save_add Save icon on the left side of the row.

5.     Repeat these steps to enter more rates.

Create a Product

Accounts for accessing callback services will have a specific product assigned to them. Products are powerful tools that define different ways for billing accounts. Product definition is always done using these steps: product type definition, service definition and configuration and creation of a rating list.

 

Create a product

 

Add the product information

 

In the Rating section of the Admin-Index page, choose Products.

1.     On the Product Management page, click the https://demo.portaone.com:442/images/icons/add.gif Add icon.

2.     Fill in the “New Product” form:

·       Product Name – Type in the internal name of the product.

·       Product Name Visible to End User – Specify the name of the product that your customers will see on their self-care interface.

·       Account Role – Select Universal from the list.

·       Currency – Specify the product currency; only tariffs that have the same currency are permitted in the rating list.

·       Managed by –Leave by Administrator only here.

·       Product Type – Choose Main Product here.

Included Services tab

·       Service Type – Select the Voice Calls check box.

·       Click Next.

NOTE: When Next is clicked, the product and all of the changes performed in its configuration are saved.

Usage Charges tab

The rating list has two functions: it defines permitted access points (nodes and access numbers) and specifies which tariff should be used for billing each of these points.

 

Add usage charges

 

Add rating entry for the WEBCALLBACK

 

1.     When the Usage Charges tab is selected, click Add.

2.     Fill in the required information:

·       Node – Select the PortaSIP® node.

·       Access Code – Type in the WEBCALLBACK access code here. You can also leave this field empty; the system will automatically select this tariff when charging for WEB callback services.

·       Service – Choose Voice Calls.

·       Tariff – Select the tariff you have just created for WEB callback.

·       Click Update.

·       Advanced Configuration – Click the  Advanced Configuration icon to configure overdraft protection for this product on the Overdraft Protection tab. (Please consult the PortaBilling® Help  for a description of the parameters available here.)

 

Add the rating entry for the calback fail

 

3.     Click Add to enter another rating entry. This rating entry will define what tariff should be selected if one of the call legs fails to be established (e.g. if the destination number is busy or not answering).

4.     Fill in the required information:

·       Node – Select the PortaSIP® node.

·       Access Code – Type in the CALLBACK_FAIL access code here.

·       Service – Choose Voice Calls.

·       Tariff – Select the tariff for unsuccessful calls to destination numbers.

NOTE: You can use a special tariff for this rating entry (e.g. if you do not charge your customers for unsuccessful calls to destination numbers, create a separate tariff and enter a rate of zero for a “|” wildcard destination in it). Find the description of the tariff creation and rates enter in the sections above.

5.     Click Update.

Additional Info tab

·       Overdraft Protection – Make sure that the Overdraft Protection check box is enabled.

·       Breakage – Specify the minimum amount of funds the account must have to use these services.

·       Info URL – If you have an external server with a description of product features, enter the URL here (e.g. http://www.myproduct.com). Your customers will be able to go there from their self-care page.

·       Description Visible to End User – Provide a product description to be shown to end users on their self-care interface.

·       Description – Your internal comments about the intended use of this product.

·       Click Next.

Notepad tab

Here you may leave your notes about this product. Insert a timestamp (the current time in your time zone) by clicking Time Stamp.

 

6.     Click Done.

Create a Customer

A customer owns their accounts. As a rule, Callback is provided as a prepaid service, so invoices for it do not need to be issued. However, you still need at least one customer object in order to keep all accounts organized in one location. Moreover, you need a credit limit to track the charges applied to the internal account in case of unsuccessful calls or calls established via the Hosted WEB callback. When the balance of the internal account hits the credit limit, the service is blocked. This allows you to have a clear idea of how the callback service is operating and / or if it is being abused.

 

Create a customer

 

In the Participants section of Admin-Index, choose Customers.

 

1.     On the Customer Management page, click https://demo.portaone.com:442/images/icons/add.gif Add Customer (we assume that you are manually creating the customer, so choose Manually from the list – do not use any of the Quick Form options). Normally, most of your customers would be retail customers.

2.     Fill in the New Customer form. Please note that there are several tabs containing extra information on the screen. The most important fields are:

Main form (top)

·       Customer ID – Short name for the customer object; will be used on the web interface.

·       Customer Class – Choose Default customer class, since the invoicing and payment collection parameters defined by the customer class are not really applicable to this customer, who is merely a placeholder for prepaid callback accounts.

·       Balance Control – Choose Postpaid from the list.

·       Currency – The currency in which the prepaid cards are generated.

·       Permanent Credit Limit – Specify this customer’s credit limit.

Address Info tab

·       Email – Email address for distribution of accounting information. After the billing period is over, a list of xDRs and other statistics will be sent to this address.

·       Bcc – Here specify your account representative’s email address. The system automatically delivers a copy of all outgoing emails sent to the customer to this email address; this may be used for debugging and archiving purposes.

Web Self-care tab

·       Login – Specify the login used to access the customer self-care interface.

·       Password – Specify the password used to access the customer self-care interface.

·       Time Zone – The time zone for the customer self-care interface.

·       Web Interface Language – Language to be used on the customer self-care web interface.

 

3.     Click save_close Save & Close.

Generate Accounts                                                              

NOTE: Before generating accounts for a production system, read the Provisioning Prepaid Accounts section of the Prepaid Calling Cards handbook.

1.     Go to the Customers screen (the screen which contains a list of customers). It should resemble the screenshot below:

 

Create an account

 

Open account generator

 

Add accounts information

 

2.     Next to the customer name, click on the https://demo.portaone.com/images/icons/no_accounts.gif or accounts Accounts icon located in the Accounts column and that will take you to the account management for that customer.

3.     Click on the Account Generator.

4.     Fill in the “Account generator” form:

·       Number of accounts – Number of accounts (callback cards) to be generated.

·       Account Role – Select the type of the account. Select Universal from the list

·       Main Product – Choose the main product, which you would like your account to have.

·       Blocked – You may create your account as blocked, although this is rarely done with SIP service accounts.

Account info tab

·       Type – Account type; select Debit for prepaid service.

·       Opening Balance – The initial balance on the card.

·       Inactive – It is normal practice to generate all prepaid cards as inactive so they cannot be misused before being sold to either the dealer or end customer. You can always activate either an entire batch of cards or an individual card later. If you plan to assign cards to a distributor later on, the cards must be generated as inactive.

·       Generation method – Choose Random here; this will assign a unique, randomly-generated PIN to every account.

·       ID prefix – If you would like all of the generated accounts to start with the same digit string (e.g. 11), enter it here. Thus, if you enter 12 and an ID length of 9, account IDs (PINs) will look like this: 12NNNNNNN, where N = random digits.

·       ID length – All account IDs (PINs) will be numerical and of a specified length. In order to avoid problems when printing cards, PortaBilling® will not generate account numbers with a zero leading the sequence. Also, PortaBilling® will only generate a batch with feasible parameters, e.g. it is impossible to generate a batch of 1,000 accounts with an ID length of 4 and an ID starting at 55.

·       Service Password – To improve security, you can use an account password during authentication, in addition to a PIN. If you choose Empty, no password will be assigned to the account, and the password check will be switched off during authentication. Choosing Empty is recommended by default.

·       Batch – Accounts are grouped into batches for easy account management. If a new batch name is provided in the text field, all accounts will be put in a new batch with that given name. Otherwise, an existing batch should be selected from the list.

Products tab

·       Main Product – Choose the main product you have created for callback services.

Web Self-care tab

·       Login – If you choose Account ID (default), your end user will use his account ID (PIN) to login to the self-care pages. If you choose Empty, the account owner will not be able to use the self-care pages at all until a login has been assigned for his account.

·       PasswordAuto Generated means that a random password for web access will be assigned for each account (these passwords will be included in the .csv file with the account information). Empty means that no password will be assigned, so account owners will be able to login to the web interface simply by providing their account ID (PIN).

·       Time Zone – When an account owner accesses the web self-care pages to see a list of his calls, the time is shown in the time zone most appropriate for him.

·       Web Interface Language – The language to be used on the account self-care web interface.

Additional Info tab

·       E-Commerce Enabled – Select this option to allow debit card owners to make online payments via the self-care interface.

Life Cycle tab

·    Activation Date – The date from which the account is usable.

·    Specific Date – Identifies the date that the account expires.

·    ____days after First Use – Defines the number of days the account remains active after its first use or recharge.

·    ____days after Last Use – Defines the number of days the account remains active after its last use or recharge.

If you do not want to use these features, leave the fields blank.

 

5.     Click https://demo.portaone.com:442/images/icons/add.gif Generate and a confirmation screen will indicate that your information has been accepted.

6.     Click close Close to return to the account administration page.

NOTE: Account generation tasks are executed every few minutes and it may take awhile to generate large numbers of accounts.

_Hint_ExclamationMark Notification about the cards generated will be sent by email to the user who created them. A .csv file with information about the new accounts will be attached to that email.

 

Receive a .csv file

 

_Hint_Glasses In case the original email message was lost or accidentally deleted, the file containing generated accounts is stored on the PortaBilling® slave server in the user /porta_var/<Server_IP>/ directory, sub-directory cards.

Create an Internal Account

If a user enters an invalid account ID (PIN) when using a hosted callback, the call will not be established. However, the call to the number of the calling party will have already been established and will need to be handled correctly, i.e. this call must be charged to an account and an xDR must be created for this session. How can this be done if no account ID is provided? The so-called internal account is used for this purpose.

 

To keep the accounting organized, it is recommended that an internal account be created that PortaBilling® can use to charge for such “partially made” calls.

 

 Create an internal account for web callback

 

1.     While on the Account Management page, click https://demo.portaone.com:442/images/icons/add.gif Add.

2.     Fill in the Add Account form:

·      Account Role – Select the type of the account. Select Universal from the list

·      Main Product – Choose the main product, which you would like your account to have.

·      Account ID – Specify in the Internal Account field of the WEB callback trigger instance.

·      Blocked – You may create your account as blocked, although this is rarely done with SIP service accounts.

Account Info tab

·       Type – Account type; select credit.

·       Balance Control – Specify Individual Credit Limit.

·       Credit Limit – Specify the amount that the account cannot exceed.

·       Service Password – This password is used for security purposes to prevent fraudulent intervention to your network.

Products

·       Main Product – choose the main product which is the one you have created for callback services.

Life Cycle tab

·     Activation Date – The date from which the account is usable.

·     Specific Date – Identifies the date that the account expires.

·     ____days after First Use – Defines the number of days the account remains active after its first use or recharge.

·     ____days after Last Use – Defines the number of days the account remains active after its last use or recharge.

If you do not want to use these features, leave the fields blank.

3.     After clicking save_close Save & Close, you will see a confirmation screen announcing that a new account has been created.

Testing

Extended WEB Callback

Extended WEB Callback

 

1.     Go to the web page using the web address specified in the WEB callback trigger instance.

2.     Select Extended type.

3.     Specify the credentials (account ID and password) of your account for callback.

4.     Specify the number you want the system to call you back at and the destination number you wish to dial.

5.     Click Connect Us Now!

Simple WEB Callback

Simple WEB Callback

 

1.     While on the web page for callback services, select Simple type.

2.     Specify your account ID and the number you want to be called back at.

3.     Click Call Me Now!

Hosted WEB Callback

Let’s say an employee of a company is on a business trip in Brazil and needs to reach his office. Instead of paying for expensive international calls, he can “order” the call from the office to his mobile.

 

Hosted WEB Callback

 

1.     While on the web page for callback services, select Hosted type.

2.     Specify the number you can be called back at.

3.     Click Call Me Now!