Avaya 15-601034 User Manual

IP Office 4.0

CTI Link Installation Manual

15-601034 Issue 11 (6 December 2006)

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Table Of Contents

CTI TAPI Installation..................................................................................................................1

Overview..................................................................................................................................................1

IP Office CTI Link Lite..........................................................................................................................1

IP Office CTI Link Pro..........................................................................................................................1

Installing TAPILink and DevLink...............................................................................................................2

Installing the Wave Driver.........................................................................................................................3

Installing the Wave Driver....................................................................................................................3

Windows XP ........................................................................................................................................3

Windows 2000.....................................................................................................................................4

Installing the CTI TAPILink Pro and Wave Licenses.................................................................................4

Configuring the TAPI Driver......................................................................................................................5

Single User Mode................................................................................................................................6

Third Party Mode.................................................................................................................................6

WAV Users..........................................................................................................................................6

ACD Queues........................................................................................................................................6

Configuring IP Office for TAPI..................................................................................................................6

Index............................................................................................................................................7

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IP Office 4.0 15-601034 Issue 11 (6 December 2006)

CTI TAPI Installation

Overview

IP Office CTI Link is available in Lite and Pro versions, which provide run-time interfaces for applications
to use. The Software Development Kit (SDK) provides documentation on both Lite and Pro interfaces for
software developers.

Both the Lite and Pro versions are the same program. The additional functionality provided by IP Office
CTI Link Pro is enabled when the CTI Link Pro licence key is installed.

This guide covers the installation and configuration of the TAPI driver. Installation of the DevLink files are
also detailed. For programming details, refer to the TAPI Link Developer's Guide and the DevLink
Programmer's Guide, respectively.

IP Office CTI Link Lite

IP Office CTI Link Lite is a free of charge application and contains the following component:

 TAPILink Lite

This component implements Microsoft TAPI and allows programs to control one telephone line
per PC. It provides simple CTI, including answer, hangup, make-call, transfer and screen­popping functionality. See the TAPILink Developers Guide for more details on TAPILink Lite and
TAPILink Pro.

IP Office CTI Link Pro

IP Office CTI Link Pro includes all of the Lite functionality and the following components:

 TAPILink Pro

This component provides both first-party and third-party TAPI control of telephony devices. In
addition to the functionality provided by TAPILink Lite, it also adds the ability to receive
information on ACD queues, hunt groups and provides additional advanced functionality. Please
see the TAPILink Developers Guide for more details on TAPILink Lite and TAPILink Pro.

 DevLink Pro

This component provides a real-time event stream. The real-time event stream provides
information on telephone activity as and when that activity occurs and also provides information
on trunk activity.

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CTI Link Installation Manual

Installing TAPILink and DevLink

The IP Office TAPI Service Provider and the DevLink files are both installed from the IP Office User CD.
Perform the following:

1. Insert IP Office User CD.
The Workstation Installation Wizard - Welcome screen is displayed.

2. Click Next. The Identifying Your Unit screen is displayed.

3. Enter both your User Name (or select from existing) and User Password.

4. Click Next.
The Ready to Install screen is displayed.

5. Click Finish.
A progress bar is displayed and on completion the Welcome to the InstallShield Wizard for IP
Office User Suite screen is displayed.

6. Click Next.
The Choose Destination screen is displayed.

7. Either accept the default or click Browse and select your own destination folder.

8. Click Next.

9. On the Select Components screen, tick the TAPI box and, if required, the DevLink box.
DevLink is installed and used in conjunction with 3rd party applications, e.g. Call Costing
software.
For more information, refer to the IP Office CTI Link DevLink Programmer's Guide.
Do not change any other settings.
The Select Program Folder screen is displayed.

10. Either accept the default or enter a new folder name.

11. Click Next.
A progress bar is displayed and on completion the InstallShield Wizard Complete screen is
displayed.

12. To exit from the install routine, click Finish.

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IP Office 4.0 15-601034 Issue 11 (6 December 2006)

CTI TAPI Installation

Installing the Wave Driver

Installing the Wave Driver

The IP400 wave driver is called "nawave32.drv". It is in the "wave32" directory on the User CD. It is a
32bit WAVE driver, and therefore only works on Windows 2000, 2003 and XP.

Wave Driver is software emulation (not plug-and-play as there is no associated hardware) and must be
installed manually.

Note

 Before you install the Wave Driver, ensure that you have a sound card installed on your PC.

Windows XP

1. From the Control Panel, select Add Hardware. You have to wait for your PC to do a Search for
new Devices, which takes about 30 seconds.

2. Select Yes, I have already connected the hardware.

3. Select Add a new hardware device.

4. Select Install the hardware that I manually select from a list (Advanced).

5. Select Sound, video and game controllers.

6. Press the Have Disk button.

7. Navigate to the "wave32" directory on the CDROM and select the oemsetup.inf file.

Once the wave driver is installed, you must ensure that it is only used by TAPI, otherwise the system
will start using it inappropriately, like playing "ding.wav" when you receive e-mail. This will cause
problems.

1. From the Control Panel, select Sounds and Audio Devices. Ensure that no preferred devices
use the WIDWOD32 driver. This is not sufficient on its own, therefore you need to prevent its use
explicitly.

2. Go to Sounds and Audio Devices/Hardware/Avaya IP400 32 bit WIDWOD Driver/
Properties/Properties/Properties.

3. Check Do not map through this device.

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CTI Link Installation Manual

Windows 2000

1. From the Control Panel, select Add/Remove Hardware. Wait for your PC to do a Search for
new Devices.

2. Select Add New Device.

3. Select No I want to select hardware from a list.

4. Navigate to the "wave32" directory on the CDROM and select the oemsetup.inf file.

Once the wave driver is installed, you must ensure that it is only used by TAPI, otherwise the system will
start using it inappropriately, like playing "ding.wav" when you receive email. This will cause problems.

1. From the Control Panel, select Sounds and Multimedia. Ensure that no preferred devices use
the WIDWOD32 driver. This is not sufficient on its own, therefore, you need to prevent its use
explicitly.

2. Go to Sounds and Multimedia Properties/Hardware/IP400 32 bit WIDWOD Driver/
Properties/Properties.

3. Check Do not map through this device.

Installing the CTI TAPILink Pro and Wave Licenses

You do not need a license in order to use the TAPI driver, however the license provides the following
additional functionality:

 Third Party mode
 ACD Queue monitoring
 lineDevSpecific function enabled

These are described in Configuring the TAPI Driver.
In addition, to use the Wave functionality you need to install a Wave User's Licence for each Wave user.
To install the TAPI licenses:

1. Run IP Office Manager. This is installed from the IP Office Admin CD.

2. Load the configuration file for your IP Office.

3. On the tree in the left hand window, select License.

4. Right-click in the right hand window and select New.

5. Type in the 32 character license key. IP Office Manager will indicate the licenses function.

6. Send the configuration back to IP Office and select Reboot.

7. Following the reboot, reload the configuration and check that the new license is shown as Valid.

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CTI TAPI Installation

Advanced

Advanced

Configuring the TAPI Driver

TAPI Service Providers are configured using a Windows Control Panel applet. The name of the applet is
not the same across all versions of Windows. The following table indicates the name of the applet and
the tab that must be selected within the applet:

Windows Control Panel Applet Tab

XP Pro Network and Internet Connections, Phone and Modem

Options

2000 Phone and Modem Options

Run the appropriate applet for your version of Windows and select the tab indicated above. You will be
presented with the list of TAPI Service Providers that you have installed. The IP Office TAPI Service
Provider will be in the list of installed TAPI Service Providers. Select Avaya IP Office TAPI Service
Provider and press Configure. You will be presented with the Avaya TAPI Configuration menu
screen.

The IP Office TAPI Service Provider can operate in Single User mode or Third Party mode. A license
must be purchased to enable the Third Party mode. Note that the unlicensed version will not prevent you
from selecting this option but it will not work.

Single User mode means that the TAPI application can control and/or monitor a single telephony device.
Third Party mode means that the TAPI application can control and/or monitor all telephony devices on a
particular IP Office Control Unit.

Note

 On some versions of Windows it will be necessary to reboot the PC (or just restart the telephony

service) in order for configuration changes to take effect.

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CTI Link Installation Manual

Single User Mode

Enter the IP address of the IP Office unit in the box labelled Switch IP Address. Select the Single User
option. Enter the user name and password for the extension that is to be monitored and/or controlled by
TAPI. Normally, the user name will be the name of a person associated with a physical telephone
extension.

Third Party Mode

Enter the IP address of the IP Office unit in the box labelled Switch IP Address. Select the Third Party
option. Enter the password for the switch. This is the same password that is entered in Manager when
loading the configuration of the switch.

By default, Third Party mode will provide a TAPI line for every physical extension attached to the IP
Office. The check boxes associated with Third Party mode enable additional entities to be monitored
and/or controlled by TAPI.

WAV Users

If a user has a user name that begins with "TAPI:" it is a WAV user. The IP Office switch will attempt to
stream audio to WAV users when they are involved in calls.

This audio streaming requires the IP Office wave driver to be installed on the PC and requires a wave
driver licence instance per user. If the wave driver is not installed, you may still have the WAV Users tick
box checked and will still receive WAV user events without the need for a licence.

During use the TAPI WAV audio stream uses an IP Office data channel taken from the same pool of
data channels as used for voicemail ports. The maximum number of data channels available for
simultaneous voicemail and TAPI WAV calls depends on the IP Office Control Unit type; IP403 & Small
Office Edition = 10, IP406 = 20, IP412 = 30.

ACD Queues

The IP Office can be configured to queue incoming calls that are being presented to a group of internal
users. For example, if your IP Office was configured with a group of call center agents, you would want
to queue an incoming call until an agent becomes available to take the call.

Checking the ACD Queues check box provides lines to monitor and/or control the queue of calls against
a group.

Configuring IP Office for TAPI

This section describes the configuration of the IP Office using Manager. There are two ways in which
you can use TAPI with IP:

 If your application monitors telephones but does not control them, then there is no configuration

necessary.

 If your application controls telephones, you should configure all users that will be controlled as an

off-hook station. This will cause the user's phone to return to the idle state when a call is hung
up using TAPI. Without this option set, the phone will remain in a disconnected state until the
phone is hung up manually. The off-hook station check box can be found on the Telephony tab
of the User settings in Manager.

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Index

A

ACD queues...............................................................5

C

configuring

IP Office for TAPI..................................................6

TAPI driver............................................................5

CTI

lite .........................................................................1

pro.........................................................................1

I

installing

Devlink..................................................................2

licenses.................................................................4

TAPIlink.................................................................2

wave driver............................................................3

W

WAV users.................................................................5

Windows

2000......................................................................4

XP.........................................................................3

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IP Office 4.0 15-601034 Issue 11 (6 December 2006)

CTI Link Installation Manual

Performance figures and data quoted in this document are typical, and must be specifically

confirmed in writing by Avaya before they become applicable to any particular order or contract.

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Technologies have been transferred or licensed to Avaya.

All trademarks identified by the ® or ™ are registered trademarks or trademarks, respectively,

of Avaya Inc. All other trademarks are the property of their respective owners.

This document contains proprietary information of Avaya and is not to be disclosed or used

except in accordance with applicable agreements.

Any comments or suggestions regarding this document should be sent to

"[e-mail]".

© 2006 Avaya Inc. All rights reserved.

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Tel: [phone]

Fax: [phone]

Web: http://www.avaya.com/ipoffice/knowledgebase

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IP Office 4.0 15-601034 Issue 11 (6 December 2006)