By default, your Zeacom server will use UDP to communicate with the client applications, on the various workstations within your Local Area Network (LAN). UDP is the default method, because it's quicker and lighter than TCP and ties up less network bandwidth. UDP uses a simple transmission model without implicit hand-shaking for assured reliability, ordering, or data integrity. As a result, UDP provides an unreliable service and datagrams may arrive out of order, appear duplicated, or go missing without notice. UDP assumes that error checking and correction is either not necessary or performed in the application, avoiding the overhead of such processing at the network interface level.

However - there is another way!

Sometimes UDP simply isn't considered good enough for the end-user - most usually intensive telephone users, such as receptionists using Console, or agents using Desktop. You may find users such as these sometimes complain a call looks like it's still in progress when it's not - or a call timer is still counting up, whilst the actual call has ended. This is because UDP packets are sometimes being dropped and the Server's announcement that things have happened haven't reached the clients!

Secondly, UDP traffic is also not passed on by your Default Gateway, or Router - therefore if you happen to be attempting to run a Zeacom application outside of the LAN, then it won't work. If you work from home, or outside of the office, and are lucky enough to have some way into the LAN - such as a VPN, then you may wish to run Desktop or other CTI applications from your computer, whilst outside of the office.

For both these situations, you can force your client computer to establish a TCP connection to the Zeacom server - ensuring that all packets are sent and recieved (TCP includes Error Checking), and is also able to traverse gateways and routers.

To do so, open notepad and paste in the items in this document which are in yellow. Then save the file as a .reg file. Once saved, double click and it will be imported into your registry and force your Zeacom applications to create a TCP connection to their server. Please note, before saving the file you must ammend the two IP addresses within the items in yellow with the STATIC IP of your Zeacom Server.

[HKEY_LOCAL_MACHINE\SOFTWARE\Zeacom\IpcClient] [HKEY_LOCAL_MACHINE\SOFTWARE\Zeacom\IpcClient\AutodiscoveryInterfaces] [HKEY_LOCAL_MACHINE\SOFTWARE\Zeacom\IpcClient\AutodiscoveryInterfaces\[Default]] [HKEY_LOCAL_MACHINE\SOFTWARE\Zeacom\IpcClient\AutodiscoveryInterfaces\[Default]\ClientAutodiscoverySocket] [HKEY_LOCAL_MACHINE\SOFTWARE\Zeacom\IpcClient\General] [HKEY_LOCAL_MACHINE\SOFTWARE\Zeacom\IpcClient\PrimaryInterfaces] "InterfaceList"="Main" [HKEY_LOCAL_MACHINE\SOFTWARE\Zeacom\IpcClient\PrimaryInterfaces\Main] "IsBroadcastSocket"=dword:00000000 [HKEY_LOCAL_MACHINE\SOFTWARE\Zeacom\IpcClient\PrimaryInterfaces\Main\BroadcastSocket] [HKEY_LOCAL_MACHINE\SOFTWARE\Zeacom\IpcClient\PrimaryInterfaces\Main\OutboundSocket] "PeerAddress"="STATIC IP" [HKEY_LOCAL_MACHINE\SOFTWARE\Zeacom\IpcClient\PrimaryInterfaces\[Autodiscovery]] "InterfaceList"="" [HKEY_LOCAL_MACHINE\SOFTWARE\Zeacom\IpcClient\PrimaryInterfaces\[Autodiscovery]\BroadcastSocket] [HKEY_LOCAL_MACHINE\SOFTWARE\Zeacom\IpcClient\PrimaryInterfaces\[Autodiscovery]\OutboundSocket] "PeerAddress"="STATIC IP"

Note, if you're utilising a Zeacom 2.x, or 3.x installation, the key above will not work.

Zeacom Phantom Calls

In versions 2 and 3 of the Zeacom Server, you may need to delete a phantom call? What is a phantom call, I hear you ask?

Well, the Zeacom Server is constantly monitoring and controlling calls from the NEC 2000 IPS (or whichever PBX, really!), and so sometimes the Zeacom Server isn't able to determine a call has ended - or was able to connect it in the first place.

This sometimes causes Zeacom applications to show a call is in progress, when infact the Zeacom should have cleared the call down. You can delete phantom calls in Zeacom Q-Master queues, or seen via a CTI app using the PABXview tool that is supplied with the server software.

This tool is designed to allow removal of such calls without interfering with the operation of other live calls and the system as a whole. Killing phantom calls is not a routine function that should be performed by a Call Centre Supervisor.

1. Open Zeacom Q-Desktop. (This can be done on the Zeacom server).

2. Place the mouse cursor over the phantom call. The phantom is normally the first in the queue as it would have spent the most time there. A reference number appears under the cursor as indicated in Figure 1. Note that the computer running Zeacom Q-Desktop must have Internet Explorer 5.0 or higher installed to show this reference.

3. Record the reference number. This number is in decimal. Using a calculator, convert this number to HEX. A scientific calculator can be accessed on the server in the following way: − Click Start Programs Accessories Calculator − On the Calculator toolbar, click “View” and “enable Scientific”.

4. Run the file: C:\Program files\Zeacom\System\PABXview.exe

5. Click on the icon indicated in Figure 2. Look for the reference number that you have recorded in the “seq” column. It is very important that you confirm that you have the correct number for that call when on a live site. Otherwise you could easily delete a queued customer call.

6. Right-click on it. Under the cursor, a phantom window appears as indicated in Figure 3. Left-click on it.

7. Your phantom should now be cleared. Check the queue.