Avaya Computer Telephony User Manual

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Avaya Computer Telephony

Release 1.3 Installation Guide

Issue 1

October 2003

Notice

While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.

Preventing toll fraud

"Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya fraud intervention

If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional suppo rt telep ho ne num bers, see the Avaya Web site:

http://www.avaya.com

Select Support, then select Escalation Lists. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation

List. Providing telecommu n ica tio ns secu rit y

T elecommunications security (of voice, data, and video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party.

Your company's "telecommunications equipment" includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, "networked equipment").

An "outside party" is anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf. Whereas, a "malicious party" is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.

Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet- based) equipment or interfaces for reasons of:

• Use (of capabilities special to the accessed equipm ent )

• Theft (such as, of intellectual property, financial assets, or toll-facility access)

• Eavesdropping (privacy invasions to humans)

• Mischief (troubling, but apparently innocuous, tampering)

• Harm (such as harmful tampering, data loss or alteration,

Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including, but not limited to, human and data privacy, intellectual property, material assets, financial resources, labor costs, and legal costs).

Your responsibility for your company's telecommunications security

The final responsibility for securing both this system and its networked equipment rests with you, an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources, including, but not limited to:

To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure:

regardless of motive or intent)

• Installation documents

• System administration documents

• Security documents

• Hardware-/software-based security tools

• Shared information between you and your peers

• Telecommunications security experts

• Your Avaya-provided telecommunications systems and their interfaces

• Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces

• Any other equipment networked to your Avaya products.

Warranty

Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site:

http://www.avaya.com/support

Link disclaimer

Avaya Inc. is not responsible for the contents or reliability of any linked Web sites and does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages.

Trademarks

Adobe, Adobe Acrobat, and the Adobe logo are registered trademarks of Adobe Systems, Inc.

Avaya and MultiVantage are trademarks of Avaya, Inc. CallVisor, DEFINITY, and the Avaya logotype are registered trademarks

of Avaya, Inc. Internet Explorer is a trademark of SyNet, Inc. Microsoft, DOS, Windows, Windows NT, Windows 2000, Windows XP,

Win32, and the Microsoft logo are registered trademarks and Windows for WorkGroups, Windows 95, and Windows 98 are trademarks of Microsoft.

HP is the registered trademark of the Hewlett-Packard Company. Netscape Navigator is a registered trademark of Netscape

Communications. Pentium is a registered trademark of Intel Corporation. Sun, Sun Microsystems and the Sun logo are registered trademarks and

Java, Solaris, and Solaris SPARC are trademarks of Sun Microsystems, Inc. in the USA and other countries.

UNIX is a registered trademark in the USA and other countries, licensed exclusively through X/Open Company Limited.

UnixWare is a registered trademark of the Santa Cruz Operation, Inc. in the USA and other countries.

All products and company names are trademarks or registered trademarks of their respective holders.

Avaya support

Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site:

http://www.avaya.com

List. Comments

To comment on this document, send e-mail to crminfodev@avaya.com

Acknowledgment

This document was written by the CRM Information Development group.

Avaya Computer Telephony

Release 1.3

Installation Guide

Preface - About This Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Reason for Reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Document Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Conventions Used in This Document . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Product Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Related Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

For More Information About Avaya Products and Service . . . . . . . . . . . . . . . . 15

Switch Oriented Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Switch Specific Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Switch Interface Documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Avaya Computer Telephony Documents . . . . . . . . . . . . . . . . . . . . . . . . 16

Readme files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Online Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Document Designations -- Icons, Titles, and File Names . . . . . . . . . . . . . . . 18

Using the Avaya Computer Telephony Document s . . . . . . . . . . . . . . . . . . 19

Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Chapter 1: Learning About Avaya Computer Telephony . . . . . . . . . . . . . . . . 23

What is CTI? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

What is Avaya Computer Telephony? . . . . . . . . . . . . . . . . . . . . . . . . . 24

What Does Avaya Computer Telephony Do? . . . . . . . . . . . . . . . . . . . . . . 24

What APIs Does Avaya Computer Telephony Support? . . . . . . . . . . . . . . . . . 24

TSAPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

JTAPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

CallVisor PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

The Essential Components of a CTI System . . . . . . . . . . . . . . . . . . . . . . . 26

A Typical Avaya Computer Telephony Configuration . . . . . . . . . . . . . . . . . . . 27

Hardware Components in a Typical Implementation of Avaya Computer Telephony . . . . 27

Avaya Computer Telephony Components . . . . . . . . . . . . . . . . . . . . . . . . 29

A Closer Look at the Essential Avaya Computer Telephony Components . . . . . . . . . 30

Security Issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Security — DEFINITY Servers CSI, SI, R

and S8700 Configurations

Isolating the DEFINITY LAN Gateway . . . . . . . . . . . . . . . . . . . . . . . . 31

Security — DEFINITY ONE/IP600and Avaya MultiVantage S8100 Configurations . . . . 33

Implementing a Firewall Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Issue 1 October 2003 3

Contents

Private Data and Client Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Chapter 2: Administering the Switch. . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Scope of this Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Hardware and Software Components . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Using the Information in this Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Activating Software Features — RFA and License Files . . . . . . . . . . . . . . . . . 40

License Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

License File and Optional Features Forms . . . . . . . . . . . . . . . . . . . . . . . 40

Administrative Tasks for Avaya Platforms That Use the MAPD . . . . . . . . . . . . . . 41

Setting Up Your LAN for Avay a Computer Telephony . . . . . . . . . . . . . . . . . . 42

Server LAN Segment (connectivity to the switch). . . . . . . . . . . . . . . . . . . 42

IP Addresses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Client LAN Segment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Guidelines for Setting Up a Private LAN . . . . . . . . . . . . . . . . . . . . . . . 43

If You Intend to Use Host Names . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Task 1: Administering a Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Task 2: DLG Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Administrative Tasks for Avaya Platforms That Use the Co-Resident DLG . . . . . . . . . 53

CTI Link Administration on Configurations with Processor Connectivity . . . . . . . . . 54

CTI Link Administration on Configurations with CLAN Connectivity . . . . . . . . . . . 56

Chapter 3: Installi ng Avaya Computer Telephony Server Software . . . . . . . . . . 59

Planning Your Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Gather the Necessary Information. . . . . . . . . . . . . . . . . . . . . . . . . . 61

Determine the Requirements of Your Configuration. . . . . . . . . . . . . . . . . . 61

Determine the Type of Installation -- Initial Installation or Upgrade. . . . . . . . . . . 61

Make Sure Your Platform Can Support Avaya Computer Telephony . . . . . . . . . . 61

Avaya Computer Telephony Hardware and Software Requirements . . . . . . . . . . . 62

Guidelines for Upgrading Avaya Computer Telephony . . . . . . . . . . . . . . . . . . 64

Other Things to Consider for an Upgrade. . . . . . . . . . . . . . . . . . . . . . . . 65

Specialized Installations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Before You Install the Avaya Computer Telephony Server Software . . . . . . . . . . . . 67

Avaya Computer Telephony Installation Guidelines. . . . . . . . . . . . . . . . . . . . 68

Procedure for Initial, Default Installation of Avaya Computer Telephony Server Software . . 70

Perform Initia l Restart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Desktop Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Basic Maintenance Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Starting and S topping the Telephony Services Software . . . . . . . . . . . . . . . . . 87

Starting Telephony Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Enabling Automatic Startup and Recovery . . . . . . . . . . . . . . . . . . . . . . 89

Manually Stopping Telephony Services . . . . . . . . . . . . . . . . . . . . . . 89

Removing Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Procedure to Remove Programs . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Reinstalling Telephony Services

Server Software

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

4 Installation Guide

Chapter 4: Installi ng Avaya Computer Telephony TSAPI Client Software . . . . . . . 93

Avaya Computer Telephony Clients and Private Data Versions . . . . . . . . . . . . . . 94

Planning Your Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

TSAPI Client Hardware and Software Requirements . . . . . . . . . . . . . . . . . . . 96

Avaya Computer Telephony Client Hardware and

Software Requirements

UnixWare Client Hardware and

Software Requirements

HP-UX Client Hardware and Software Requirements . . . . . . . . . . . . . . . . . . 97

TSAPI Solaris Client Hardware and

Software Requirements

Telephony Services Client Software . . . . . . . . . . . . . . . . . . . . . . . . . 98

Telephony Services Client Platforms . . . . . . . . . . . . . . . . . . . . . . . . 98

Client Administration Software Components . . . . . . . . . . . . . . . . . . . . . 99

Client Administration Workstation . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Before You Install the Avaya Computer Telephony TSAPI Client Software . . . . . . . . . 100

Installing the Windows Client Software . . . . . . . . . . . . . . . . . . . . . . . 101

Installing the Windows Client Software from a Network Drive . . . . . . . . . . . . . . 108

Setting Up Multiple Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Verifying 32-bit Client Software Installation . . . . . . . . . . . . . . . . . . . . . 109

Installing TSAPI Solaris Sparc Client Software . . . . . . . . . . . . . . . . . . . . . . 110

Verifying TSAPI Solaris SPARC Client Software Installation . . . . . . . . . . . . . . 111

Installing UnixWare Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Installing from Command Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Installing from the CD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Installing from Diskette . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

About Installing HP-UX Client Software . . . . . . . . . . . . . . . . . . . . . . . . 116

Installing HP-UX Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Editing the Template File -- tslibrc . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Removing Telephony Services Client Software. . . . . . . . . . . . . . . . . . . . . . 119

Removing Windows 32-Bit Client Software . . . . . . . . . . . . . . . . . . . . . . . 119

Removing TSAPI Solaris Client Software . . . . . . . . . . . . . . . . . . . . . . . 119

Removing UnixWare Client Software . . . . . . . . . . . . . . . . . . . . . . . . . 120

Removing HP-UX Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . 120

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Contents

Chapter 5: Using CVLAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Implementing CVLAN and Telephony Services . . . . . . . . . . . . . . . . . . . . . . 123

The CVLAN Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

CVLAN Administration Guidelines for Sharing Links . . . . . . . . . . . . . . . . . . . 126

Before You Administer CVLAN Clients. . . . . . . . . . . . . . . . . . . . . . . . . . 127

Basic CVLAN Client Adm inis tr ati on . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Adding a CVLAN Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Removing a CVLAN Client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Editing a Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Issue 1 October 2003 5

Contents

Starting the CVLAN Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Stopping the CVLAN Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

CVLAN Client Hardware and Software Requirements . . . . . . . . . . . . . . . . . . 136

Installing CVLAN Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Removing CVLAN Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

CVLAN Software Development Kit . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Starting the CVLAN Server with the

Te le phon y Ser vic es Contr ol ler

Starting the CVLAN Server from the Windows Operating System . . . . . . . . . . . . 133

Stopping CVLAN with the Telephony Services Controller . . . . . . . . . . . . . . . . 135

Stopping the CVLAN Service from the Windows Operating System . . . . . . . . . . . 136

CVLAN Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

CVLAN Client Platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Installing Windows Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Verifying Windows Client Software Installation . . . . . . . . . . . . . . . . . . . . 141

Installin g Solaris SPARC Client Software . . . . . . . . . . . . . . . . . . . . . . . 141

Verifying Solaris SPARC

Client Software Installation

Installing Solaris x86 Client Software. . . . . . . . . . . . . . . . . . . . . . . . . . 142

Verifying Solaris x86 Client Software Installation . . . . . . . . . . . . . . . . . . . . 143

Installing AIX CVLAN Client Software . . . . . . . . . . . . . . . . . . . . . . . . . 144

Installing UnixWare Client Software . . . . . . . . . . . . . . . . . . . . . . . . . 144

Installing from the Command Line . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Installing from the CD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Verifying UnixWare Client Software Installation . . . . . . . . . . . . . . . . . . . . 146

Uninstalling Windows Client Software . . . . . . . . . . . . . . . . . . . . . . . . 146

Removing Solaris SPARC Client Software . . . . . . . . . . . . . . . . . . . . . . 147

Removing AIX Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Removing UnixWare Client Software. . . . . . . . . . . . . . . . . . . . . . . . . . 147

. . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Chapter 6: Installing JTAPI Client Software . . . . . . . . . . . . . . . . . . . . . . . 149

JTAPI Client Packaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

SET 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

SET 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

SET 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Installing the JTAPI Client Software in the Windows Environment . . . . . . . . . . . . . 151

Manually Installing the

JTAPI Client Software (Special Cases) Setup for Running JTAPI

Applets or Applications on a Client

Setup for Running JTAPI Applets

in a Browser from a Web Server

. . . . . . . . . . . . . . . . . . . . . . . . . 157

. . . . . . . . . . . . . . . . . . . . . . . . . . 157

Chapter 7: Using the JTAPI SDK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Related Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Components of the JTAPI SDK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

6 Installation Guide

Installing the JTAPI SDK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Private Data Versions Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Java Client Hardware and Software Requirements . . . . . . . . . . . . . . . . . . . 168

Application Development Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Running JTAPI Applets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Running Applets in Netscape Communicator . . . . . . . . . . . . . . . . . . . . . . 169

Running Applets in Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . 170

JTAPI Sample Applications (SDK\Jtapi\OS_Independent\Samples) . . . . . . . . . . . . 171

ACD Applet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

CallLog Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

TSTest Applet/Application (in the TSTest directory) . . . . . . . . . . . . . . . . . . . 173

Route Applet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

The JTAPI Exerciser Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Manually Installing and Running the JTAPI Exerciser . . . . . . . . . . . . . . . . . . 175

Obtaining Version Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

JTAPI Online Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Chapter 8: Using the TSAPI SDK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

SDK Online Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Avaya Computer Telephony Installation Instructions for Using the SDK on Windows . . . . 17 8

Related Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

High Level View of the TSAPI SDK . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Installing the TSAPI SDK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Installing in the Windows Environment . . . . . . . . . . . . . . . . . . . . . . . . . 180

Installing in the Unixware Environment . . . . . . . . . . . . . . . . . . . . . . . . . 184

Installing in the Solaris Environment . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Installing in the HP-UX Environment . . . . . . . . . . . . . . . . . . . . . . . . . . 185

TSAPI Programming Enviro nme nt. . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

"Hdrs" Directory (SDKs\TSAPI\HDRS) . . . . . . . . . . . . . . . . . . . . . . . . . 186

About the Private Data Version Files. . . . . . . . . . . . . . . . . . . . . . . . . 186

Libs (SDKs\TSAPI\LIBS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Samples (SDKs\TSAPI\SAMPLES) . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Tools (SDKs\TSAPI\TOOLS). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Win32 (SDKs\TSAPI\Windows) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

TSAPI Programming Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Closing Streams Before Exit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

acsCloseStream() . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

DEFINITY Private Data Name Change . . . . . . . . . . . . . . . . . . . . . . . . . 187

Version Negotiation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Windows NT, Windows 2000 and Windows XP PBX Driver Development Information . . . 188

Linkage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

PBX Driver Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Sample Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

CSTA Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Driver Debugging Strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Contents

Issue 1 October 2003 7

Contents

TSAPI Sample Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

For More Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Appendix A: Avaya Computer Telephony Installed Files . . . . . . . . . . . . . . . . 195

Avaya CT Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

G3PBX Driver Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Win32 Client Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

UnixWare Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

HP-UX Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

JTAPI Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

JTAPI SDK. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

TSAPI SDK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Appendix B: Administering CTI Links for Definity G3PD. . . . . . . . . . . . . . . . 213

CTI Link Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

DEFINITY LAN Gateway Multi- Function Board (MFB) and Multi-Application for DEFINITY Board

(MAPD)

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

Appendix C: Migrating your Security Database . . . . . . . . . . . . . . . . . . . . . 217

Migrating from a NetWare Server to a Windows NT, Windows 2000 or Windows XP Server 217

Converting the Security Database . . . . . . . . . . . . . . . . . . . . . . . . . 218

Appendix D: Pre-Release 1 1 Link Administration Instructions. . . . . . . . . . . . . 223

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

Scope of this appendix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

Using the Information in this appendix . . . . . . . . . . . . . . . . . . . . . . . . . . 224

DEFINITY ECS and DEFINITY

PROLOGIX Administration DEFINITY ECS and DEFINITY PROLOGIX

Administration — Setting Up Your LAN for Avaya CT

Server LAN Segment (connectivity to the switch). . . . . . . . . . . . . . . . . . . 225

IP Addresses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226

Client LAN Segment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226

Guidelines for Setting Up a Private LAN . . . . . . . . . . . . . . . . . . . . . . . 226

If You Intend to Use Host Names . . . . . . . . . . . . . . . . . . . . . . . . . . 226

Task 1: DEFINITY ECS and

DEFINITY PROLOGIX — Administering a Link

Task 2: DLG Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Checklist for DEFINITY ECS and

DEFINITY PROLOGIX with DLG/MAPD — Before You Install Avaya CT

DEFINITY ONE Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237

DEFINITY ONE Pr e-Administration

— Setting Up Your Avaya CT Co nfiguration

Basic Switch Req ui re ments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

Connectivity — Switch to Avaya CT Server. . . . . . . . . . . . . . . . . . . . . . . 238

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224

. . . . . . . . . . . . . . . . . 225

. . . . . . . . . . . . . . . . . . . . 227

. . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

. . . . . . . . . . . . . . . . . . . . . . 238

8 Installation Guide

Configuration Option 1: PROCR/DLG . . . . . . . . . . . . . . . . . . . . . . . . 238

Configuration Option 2: PROCR/DLG, C-LAN and Data Module . . . . . . . . . . . . 238

IP Address of DEFINITY G3 PBX Driver on

Avaya CT Server (Applies to Either Configuration Option)

Procedure for Setting Up TN795 PROCR

to DEFINITY ONE (Option 1)

Procedure for Setting Up TN799 C-LAN

to DEFINITY ONE (Option 2)

Checklists for DEFINITY ONE

— Before You Install Avaya CT

Checklist for DEFINITY ONE

with TN795 PROCR (Option 1)

Checklist for DEFINITY ONE

with TN799 C-LAN (Option 2)

Configuring DEFINITY ONE and Avaya CT . . . . . . . . . . . . . . . . . . . . . 248

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

. . . . . . . . . . . . . . . . . . . . . . . . . . . 239

. . . . . . . . . . . . . . . . . . . . . . . . . . . 243

. . . . . . . . . . . . . . . . . . . . . . . . . . 246

. . . . . . . . . . . . . . . . . . . . . . . . . . . 246

. . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

Contents

Issue 1 October 2003 9

Contents

10 Installation Guide

Preface - About This Document

This document focuses on installing Avaya Computer Telephony software and provides you with:

● Guidelines for using the online A vaya Computer Telephony documents (Preface, see

"Using the Avaya Computer Telephony Documents" on page -19)

● An overview of Avaya Computer Telephony (Chapter 1: Learning About Avaya

Computer Telephony)

● Procedures for implementing Avaya Computer Telephony by administering the switch

and installing the Avaya Computer Telephony software (Chapter 2:

Switch, Chapter 3: Installing Avaya Computer Telephony Server Software, and Chapter 4: Installing Avaya Computer Telephony TSAPI Client Software)

● A description of the software and tool s that Avaya Computer Telephony provides for

developing CTI based applications ( Chapter 5:

JTAPI Client Software, Chapter 7: Using the JTAPI SDK, and Chapter 8: Using the TSAPI SDK

Using CVLAN, Chapter 6: Installing

Administering the

Reason for Reissue

This document is reissued to ref lect c hanges ass ociated wit h configur ing A v aya Compute r Telephony in firewall environments that use Network Address Translation or port redirection.

Issue 1 October 2003 11

Preface - About This Document

Intended Audience

This document is intended for anyone who is responsib le for i nst al ling and ma int ain ing the Avaya Computer Telephony software. Additionally, this document assumes that the reader has the following knowledge or skills.

● A basic understanding of CTI, such as the roles of the swi tch, the server, and client

workstations

● Familiarity with Telecommunications Protocol/Internet Protocol (TCP/IP) addressing

● A working knowledge of Windows NT, Windows 2000 or Windows XP.

● Basic administrative skills on DEFINITY and Multi Appli cation Platform for DEFINITY

(MAPD)

Document Organization

This guide consists of high level conceptual information, task-oriented procedures, and basic information about Avaya Computer Telephony in general, as summarized in the following list.

● Preface — “About This Document”

The section you are curren tly reading p rovides you with an orient atio n to the r est of th e information in this document as well as an introduc tion to online Avaya Computer Telephony documents that are included on the Avaya Computer Telephony CD ROM (be sure to read “Avaya Computer Telephony Documents” and familiariz e yoursel f with the documents).

● Chapter 1: Learning About Avaya Computer Telephony

Use this chapter as a CTI refresher. It provides a conceptual description of the components (hardware and softwar e) that a Avaya Computer Telephony implementation comprises.

● Chapter 2: Administering the Switch

Use this chapter for carrying out the switch based administrative tasks that form the prerequisites for installing the Avaya Computer Telephony software.

● Chapter 3: Installing Avaya Computer Telephony Server Software

Use this chapter for carrying out the tasks associated with installing t he Avaya Computer Telephony server software.

12 Installation Guide

Document Organization

● Chapter 4: Installing Avaya Computer Telephony TSAPI Client Software

Use this chapter for both planning and completing the tasks associated with installing the Avaya Computer Telephony client software. The planning tasks in this chapter involve determining an effective method for loading multiple clients.

● Chapter 5: Using CVLAN

Use this chapter only if you intend t o use a CVLAN (CallV i sor PC Local Ar ea Networ k) application.

● Chapter 6: Installing JTAPI Client Software

Use this chapter completing the tasks associated with installing the JTAPI Client software.

● Chapter 7: Using the JTAPI SDK

Use this chapter to become familiar with the Java Telephony Application Programing Interface (JTAPI) toolkit that is provided on the Avaya Computer Telephony CD ROM.

● Chapter 8: Using the TSAPI SDK

Use this chapter to become familiar with the Telephony Services Application Programing Interface (TSAPI) toolkit that is provided on the Avaya Computer Telephony CD ROM.

● Appendix A: Avaya Computer Telephony Installed Files

Use this appendix to determine the locations of files installed by Avaya Computer Telephony.

● Appendix B: Administering CTI Links for Definity G3PD

Use this appendix as supplementary info rmation for Chapter 2 (in the context of the DEFINITY G3 PBX Driver or “G3PD”).

● Appendix D: Pre-Release 11 Link Administration Instructions

Use this appendix only if you are migrating from a NetWare Telephony Server to a Windows NT, Windows 2000, or Windows XP based server.

Issue 1 October 2003 13

Preface - About This Document

Conventions Used in This Document

The following conventions are used throughout thi s document.

Convention Example Usage

bold monospace add station characters that you type exactly

italic monospace modname characters or variables that you

plain monospace Port: a non-graphic user interface

bold sans-serif Start a mouse selection

as depicted

substitute

(GUI) element such as a field name.

Product Terminology

Throughout this document the terms "Def init y" and “ Multi Vantage” are used synonymously.

14 Installation Guide

Customer Support

For questions about Telephony Services, Tserver operation, or the DEFINITY G3 PBX Driver, customers can call the National Customer Care Center at:

1 800 344 9670

Customer Support

Issue 1 October 2003 21

Preface - About This Document

22 Installation Guide

Chapter 1: Learning About Avaya Computer

Telephony

Use this chapter to familiarize yourself with basic Computer Telephony Integration (CTI) concepts and the capabilities of Avaya Computer Telephony as an implementation of CTI.

This chapter contains the following sections:

● What is CTI? on page 24

● The Essential Components of a CTI System on page 26

● A Typical Avaya Computer Telephony Configuration on page 27

● Avaya Computer Telephony Components on page 29

● A Closer Look at the Essential Avaya Computer Telephony Components on page 30

● Security Issues on page 31

● Private Data and Client Applications on page 35

● Implementing a Firewall Strategy

Issue 1 October 2003 23

Learning About Avaya Computer Telephony

What is CTI?

In simplest terms, CTI r efers to the integrati on of your tel ephone (voice) and PC application (data) for intelligent and effec tive call processing. This integration is achieved logically, and no physical connection is requi red between your telephone and the PC — the CTI software performs the integration.

What is Avaya Computer Telephony?

Avaya Computer Telephony is call-center oriented Computer Telephony Integration (CTI) software that runs on Microsoft Windows NT, Windows 2000, or Windows XP.

What Does Avaya Computer Telephony Do?

Avaya Computer Telephony acts as an enabl er of CTI applications. It pro vides appli cation s with the ability to monitor and control resources in a telephone network, via a set of library routines and function calls. A vay a Computer Telephony presents a pro grammatic in terfac e that provides a common ground for computing resources to interact with switching resources. More specifically, Avaya Computer Telephony is a telephony server that supports multiple telephony APIs.

What APIs Does Avaya Computer Telephony Support?

Avaya Computer Telephony supports the following APIs

● Telephony Services Application Program Interface (TSAPI)

● Java Telephony Application Programming Interface (JTAPI)

● CallVisor PC

The next three sections provide more information about each API.

TSAPI

TSAPI is a telephony services API based on the ECMA (European Computer Manufacturers Association) CSTA (Computer-Supported Telecommunication Applications) standard.

24 Installation Guide

JTAPI

JTAPI is a portable, object oriented API for Java-based computer telephony applications. Through JTAPI, Java applications can access and contr o l switch resources. See Chapter

7: Using the JTAPI SDK for more information about JTAPI.

CallVisor PC

CallVisor PC is a proprietary API for applications that use the Adjunct/Switch Application Interface (ASAI). See Chapter 5: and CVLAN (CallVisor PC LAN).

What is CTI?

Using CVLAN for more information about CallVisor PC

Issue 1 October 2003 25

Learning About Avaya Computer Telephony

The Essential Components of a CTI System

Although a CTI implementation c an t ake many f or ms, Figur e 1-1 depicts a simple model of CTI in terms of Avaya Computer Telephony components. This model depicts a DEFINITY switch that relies on the Adjunct Switch Application Interface (ASAI) to effect communications with adjuncts ( such as the Avaya Computer Telephony server).

Figure 1-1: Essential Components of Avaya Computer Telephony — A High Level View

Switch

DEFINITY ECS

ASAI

Phone Line

Server

Avaya CT Server

Telephony Services

Software

Client

TSAPI

Client

Agent

Workstation

Agent

Telephone

26 Installation Guide

A Typical Avaya Computer Telephony Configuration

A Typical Avaya Computer Telephony Configu r ation

This section provides a high-level description of the hardware and software components used in a typical Avaya Computer Telephony configuration.

Hardware Components in a Typical Implementation of Avaya Computer Telephony

The basic hardware components in a typic al Avaya Computer Telephony configuration are as follows.

● DEFINITY Switch configured with ASAI

The DEFINITY switch is a device that processes calls (in coming, outgoing, and internal) and connects them to the proper destinations.

In the context of Avaya Computer Telephony, the role of the DEFINITY switch changes. In a Avaya Computer Telephony implementation, the DEFINITY switch “hands off” call monit oring and c all cont rol f uncti ons to the Avaya Computer Telephony server (or the adjunct processor). The means of effecting this handoff is the Adjunct

Switch Application Interface — ASAI. To support Avaya Computer Telephony, the DEFINITY switch must be configured with

Adjunct Links or an ASAI Interface. DEFINITY switches that support CTI are as follows.

- DEFINITY CSI, Si, and R (running software release G3V4 or later), Avaya MultiVantage on a DEFI NITY Server CSI, SI, and R, and Avaya Mul tiVantage S8700 configurations

Note:

Note: G3V4 requires a field maintenance release.

- DEFINITY ONE/IP600 Release 2 (R2), or later, and Avaya MultiVantage S8100 configurations

● DEFINITY LAN Gateway

The DEFINITY LAN Gateway, or DLG, is software that acts as a transport mechanism that allows the DEFINITY switch to co mmunicate with the Avaya Computer Telephony server. It is required for all Avaya Computer Telephony implementations.

- DEFINITY CSI, Si, and R (running software release G3V4 or later), Avaya MultiVantage on a DEFI NITY Server CSI, SI, and R, and Avaya Mul tiVantage S8700 configurations use a Multi-Application Platform for DEFINTY (MAPD) based DLG.

Issue 1 October 2003 27

Learning About Avaya Computer Telephony

- DEFINITY ONE/IP600 and Avaya MultiVantage S8100 configurations use the CoResident DLG (without a MAPD board).

● Avaya Computer Telephony Server

The adjunct processor that performs call monitoring and control functions, security database functions, and link management. Avaya Computer Telephony runs on Windows NT, Windows 2000, or Windows XP.

● Avaya Computer Telephony Client Workstations

Client workstations run the applications that interact with the Avaya Computer Telephony server.

28 Installation Guide

Avaya Computer Telephony Components

The Avaya Computer Telephony CD ROM contains the following software components:

● Security Database for Telephony Services (Used by Telephony Services for client

authentication; it is not used by CVLAN.)

● Telephony Services Server (Tserver) Software

● Telephony Services Client Software

- Windows NT, Windows 2000, or Windows XP

- UnixWare

- Solaris S parc

- HP-UX

● CVLAN Server

● CVLAN Clients

- UNIX

- Solaris x86

- Solaris S parc

- Windows NT, Windows 2000 or Windows XP

- IBM Advanced Interactive Executive (AIX)

● DEFINITY Driver (G3 PBX Driver)

● TSAPI Software Development Kit (SDK)

● JTAPI SDK

● CVLAN SDK

● Online Avaya Computer Telephony documents and Adobe Acrobat Reader

Issue 1 October 2003 29

Learning About Avaya Computer Telephony

A Closer Look at the Essential Avaya Computer Telephony Components

The view of Avaya Computer Telephony depicted by Figure 1-2 includes the some of the major components described in ‘‘A Typical Avaya Computer Telephony Configuration’’ on page 27, to give you a better sense of wher e the component s are and how they operat e at a schematic level.

Figure 1-2: Essential Avaya Computer Telephony Components — A Closer Look

Switch

DEFINITY ECS

MAPD

DLG

ASAI

Phone Line

Server

Avaya CT Server

SDB

NIC

ASAI.DLL

CVLANCLI.DLL

TSLIB

Tserver

G3PD

CVLAN

Server

NIC

Client

TSAPI

Client

JTAPI

Client

CVLAN

Client

Phone

Phone Phone

30 Installation Guide

Security Issues

The term security has broad connotations. In the cont ext of Avaya Computer Telephony, security refers to toll fraud issues only. The next two sections prov ide some basic guidelines for effecting secure, isolated LAN arrangements for DEFINITY. For more information about security-relat ed issues, see Chapter 2 of Avaya Computer Telephony 1.3

G3 PBX Driver and CVLAN Administration and Maintenance

Security — DEFINITY Servers CSI, SI, R and S8700 Configurations

If your Avaya Computer Telephony configuration relies on a platform that u ses the MAPD (DEFINITY Server CSI, SI, R and S8700 Configurations) refer to Figure 1-3 as you read this section.

Security Issues

(DEFNETM.PDF).

Isolating the DEFINITY LAN Gateway

The DEFINITY LAN Gateway system assembly should be on its own separate segment and will consequently require it s o wn separate LAN card. This means you will need two network interface cards (NICs) in your Telephony Server, one for client access and one f or the connection between the DEFINITY G3 PBX Driver and the DEFINITY LAN Gateway system assembly.

Follow these guidelines to ensure that the DEFINITY LAN Gateway system is not accessible from the rest of the network.

● Use a separate secure link connecting the Telephony Server to the DEFINITY LAN

Gateway system.

● You will administer the IP address of the DEFINITY G3 PBX Driver during the

installation of the DEFINITY G3 PBX Driver. Do not administer the same IP address for the DEFINITY G3 PBX Driver that your Telephony Server is using. If you do administer the same IP address for both, yo u will leave your syste m open fo r possibl e toll fraud and may receive a toll fraud warning.

● Make sure that IP forwarding (formerly referred to as IP routing) is turned off between

the DEFINITY G3 PBX Driver NIC and the NIC on the Avaya Computer Telephony Server . After install ing the NIC on your A vaya Computer Telephony server , con figure the connection with no IP forwarding. See “Configuring the Tserver for a Secure LAN Gateway Connection” in Chapter 2 of Avaya Computer Telephony 1.3 G3 PBX Driver and CVLAN Administration and Maintenance (DEFNETM.PDF).

Issue 1 October 2003 31

Learning About Avaya Computer Telephony

WARNING:

WARNING: Customers who do not follow this recommendation may be subject to a

person or persons gaining illegal access to the DEFINITY LAN Gateway application to commit toll fraud and/or tamper with the real-time aspects of Computer Telephony Integration (CTI) applications. (Toll fraud is the unauthorized use of your t elecommunications s ystem. Under ap plicable law, the customer is responsible for paying for such unauthorized usage.)

Figure 1-3: DEFINITY ECS/DEFINITY Server CSI Security Guidelines

DEFINITY ECS

Ethernet

DEFINITY

LAN

Gateway

192.168.25.10

Keep the DEFINITY LAN Gateway connections isolated from the

rest of the network.

Prohibit any routing between the NIC used for the DEFINITY LAN Gateway and any other NIC.

Separate LAN segm ent

Separate LAN segm e nt

Clients

Avaya CT

Server

Switch access

NIC

192.168.25.20

G3PBX

Driver

Telephony

Server

(TSRV)

NIC

176.108.25.20

Client access

32 Installation Guide

Security Issues

Security — DEFINITY ONE/IP600and Avaya MultiVantage S8100 Configurations

Figure 1-4 depicts two optional connection methods, a non-isolated link on the same LAN segment and an isolated, secure link on a separate LAN segment. Be sure to review Figure 1-4 and note the security issues and toll fraud implica ti ons. Use a separate, secure link connecting to DEFINITY ONE/IP600 or S8100 Media Server configuration.

Figure 1-4: Connectivity Options

Connectivity via TN2314 PROCR — Non-Isolated or Same LAN segment

With this connection option, DEFINITY ONE is not isolated from the rest of the network. The client and the switch use the same LAN segment.

DEFINITY ONE

Avaya CT

Server

Switch access

TN2314 PROCR

DLG

G3PBX

Driver

Telephony

Server

(TSRV)

Client access

NIC

Clients

Connectivity via TN799 CLAN — Isolated or Separate LAN segment

With this connection option, the DEFINITY ONE-to-server connection is isolated from the rest of the network.

Clients are not on the same LAN segment as the switch.

DEFINITY ONE

TN2314 PROCR

DLG

TN799 C-LAN

HUB

Avaya CT

Server

Switch access

NIC

G3PBX

Driver

Telephony

Server (TSRV)

NIC

Client access

Clients

Issue 1 October 2003 33

Learning About Avaya Computer Telephony

Implementing a Firewall Strategy

Avaya Computer Telephony supports a variety of configuration methods and addressi ng techniques that are used in a firewall environment. The documentation presents the information in terms of where you are setting up your firewall.

● If you are setting up a firewall between the Avaya Computer Telephony client and the

Avaya Computer Telephony Server (Tserver), see Chapter 6 of the Telephony Services Administration and Maintenance Guide (NETMANGD.PDF).

● If you are setting up a firewall between the G3PBX driver (located on the Avaya

Computer Telephony Server) and the switch, see Chapter 2 of the G3PBX Driver and CVLAN Administration and Maintenance Guide (DEFNETM.PDF).

Note:

Note: While Avaya Computer Telephony can support a firewall on either side of the

Tserver, it is recommended that the fire wall be placed between the Tserver and the client rather than the Tserver and the switch.

34 Installation Guide

Private Data and Client Applications

Private Data allows Avaya Computer Telephony to take advantage of DEFINITY features. A complete description of private data is beyond the scope of this document, but a simple overview will help you understand how if affects your applications. At a conceptual level the main points are as follows.

● Private data is a switch-specific software implement ation that provides value added

services. Your applications can take advantage of the private data services that are included in the Telephony Services API.

● An application that is based on “Private Data Ver sion 5,” for example, can run on a

switch that is running “Private Dat a Version 6,” but the application is restricted to the capabilities of Private Data Version 5. In this sense, private data version control is transparent, or backward compatible.

● If you want your Private Data Version 5 based applications to t a ke advant age of Privat e

Data Version 6 capabilities, you must upgrade all the services your application uses to Private Data Version 6.

For more information about private data services, see Avaya Computer Telephony,

Telephony Services Application Programming Interface (TSAPI) for Avaya MultiVantage

(DEFPROG.PDF). Table 1-1 summarizes application client platforms and private data version compatibility.

Table 1-1: Avaya Computer Telephony Client Platforms - Private Data Version Compatibility

Win32® Windows 95 All versions

Windows 98 Windows NT 3.5.1 workstation or server Windows NT 4.0 workstation or server

Windows 2000 Professional or Server

Windows XP Solaris Sparc Solaris Sparc All versions UnixWare UnixWare 1.x, UnixW are 2.0x, UnixWare 7 All versions HP-UX HP-UX Version 10 V5 and earlier Java (JTAPI)

Java VM

All version s

Netscape Navigator® 3.x + or Internet Explorer™

4.x +

1. Any Java Virtual Machine (VM) compatible with the Sun Microsystems Java specification, Version

1.02 or later .

Issue 1 October 2003 35

Learning About Avaya Computer Telephony

36 Installation Guide

Chapter 2: Administering the Switch

This chapter describes DEFINITY-based tasks that must be performed to implement communications between the DEFINITY switch and the Avaya Computer Telephony server.

This chapter contains the following sections:

● Scope of this Chapter on page 37

● Hardware and Software Components on page 38

● Using the Information in this Chapter on page 39

● Activating Software Features — RFA and License Files on page 40

● License Files on page 40

● License File and Optional Features Forms on page 40

● Administrative Tasks for Avaya Platforms That Use the MAPD on page 41

● Administrative Tasks for Avaya Platforms That Use the Co-Resident DLG on page 53

Scope of this Chapter

Refer to Figure 2-1 as you read this section. The scope of th is chapter includes activities associated with setting up the DEFINITY switch, administering the communications interface to the Avaya Computer Telephony server, and establishi ng a li n k. The next sections describes the components that are affected.

Issue 1 October 2003 37

Administering the Switch

Hardware and Software Components

The hardware and software components rel evant in this chapter are described in this list.

● Avaya MultiVantage

Avaya call processing configurations. From the viewpoint of product names, it is part of the name of each call processing platform.

● The DEFINITY Server, the Media Server, or the Media Gateway (such as DEFINITY

Server CSI, DEFINITY Server SI, and DEFINITY Server R, Avaya S8100 Media Server configurations, Avaya S8300 with Avaya Media Gateway, and Avaya MultiVantage S8700 Media Server configurations)

● DEFINITY LAN Gateway (DLG), software which can reside on the Multi-Application

Platform for DEFINITY ( MAPD) or can be Co-Resid ent with cal l MultiVantage Processor Card. The following list describes the platforms that rely on the MAPD DLG and the platforms that rely on the Co-Resident DLG.

● Platforms that use the TN800 series MAPD

● DEFINITY Servers (CSI, SI, and R), and Avaya MultiVantage S8700 Media Server

configurations.

software — the call processing software that resides on all

● Platforms that use the Co-Resident DLG (the DLG software co-resides with

MultiVantage call proc essing on the processor card.

- Avaya S8100 Media Server configurations (formerly DEFINITY ONE and IP 600)

- Avaya S8300 Media Gateway with G700 Media Server (with an Internal Call Controller)

Note:

Note: In some configurations, the TN2314 card (with Co-Resident DLG) relies on

the TN799 Control LAN (C-LAN) card for LAN isolation.

38 Installation Guide

Using the Information in this Chapter

This chapter makes two basic assumptions — that you have a DEFINITY switch, with the DEFINITY LAN Gateway (DLG) system already installed, and that you have a TCP/IP based LAN that is capable of isolating your server-based functions from your client-based functions.

The type of DEFINITY switch you have determines how you use this chapter.

● If you use a DEFINITY Server (CSI, SI or R) or an Avaya MultiVantage S8700 Media

Server configuration, complete the tasks described in ‘‘Administrative Tasks for Avaya Platforms That Use the MAPD’’ on p age -41.

● If you use an Avaya Multi Vantage S8100 Server (formerly DEFINITY ONE/IP600) or an

Avaya MultiVantage S8300 Media Server with a G700 Media Gateway, complete the tasks described in ‘‘CTI Link Administration on Configurations with Processor Connectivity’’ on page -54

● If you use an Avaya S8100 Media Server (DEFINITY ONE/IP600) configuration with a

processor and C-LAN, see ‘‘CTI Link Administration on Configurations with CLAN Connectivity’’ on page -56

Issue 1 October 2003 39

Administering the Switch

Activating Software Features — RFA and License Files

With Release 10, Avaya implemented a new a pproach to activating sof tware featur es. This new approach relies on the Remote Feature Activ ation (RFA) process and the creation of a License file. All activities associat ed with RFA and the generati on of license files are carried out by Avaya support. To change software features, you wil l need to contact your Account Executive and have a new license file generated via the RFA process.

License File s

All DEFINITY R10, and subsequent MultiVantage systems require a valid license to operate as a switch.The License File controls following switch settings:

● software release

● offer category

● features

● capacities

Without a license file, the switch does not provide normal call processing.

License File and Optional Features Forms

Because the license file determines features and capabilities, the ASAI Optional features that appear on the OPTIONAL FEATURES form are pre-set, or inherited from the license file, and switch administrators cannot change them.

For example, if you type display system parameters and go to the page that lists optional features for ASAI (typically page 2) you would see the settings that were effected by the license file. If your form lists ASAI Link Plus Capabilities? n, it means that your system has not been set up with ASAI Link Plus Capabilities. You can not change the "n" to a "y" on this form. To do so you would have to cont act your AE and make ar rangement s to have the change implemented through RFA.

40 Installation Guide

Administrative Tasks for Avaya Platforms That Use the MAPD

This section describes administrative tasks you must complete before you can install Avaya Computer Telephony in a configuration that uses a MAPD, such as DEFINTY Servers (CSI, SI, and R), Avaya MultiVantage S8700 Media Server for Multi-Connect Configurations, and Avaya Mult iVantage S8700 Media Server for IP-Connect Configurations.

● Task 1: Administration on a DEFINITY System Administration Terminal (SA T)

● Task 2: MAPD and DLG Administration via a MAPD Administration Terminal

Once you complete these tasks, proceed with Chapter 3:

Installing Avaya Computer

Telephony Server Software.

Figure 2-1: DEFINTY Server and MAPD/DLG Administration at a Glance

DEFINITY ECS and DEFINITY Server CSI Administration via SAT ter minal

Task

Verify software versi o n Verify ASAI features

List configuration

Administer station

DEFINITY ECS

MAPD

DLG

DLG Administration via MAPD Administration terminal

(MAPD in “ASAI” state)

Task

Add a client — TCP/IP ADMINISTRATION

Administer a link — PORT ADMINISTRATION

Verify connectivity — DLG PORT/STATUS

Avaya CT Server

NIC

192.168.25.20

LOCAL HOST TABLE

DLG ADMINISTRATION

CONTROL

Clients

192.168.25.10

Issue 1 October 2003 41

Administering the Switch

Setting Up Your LAN for Avaya Computer Telephony

This section applies to the following platforms, which rely on the MAPD-based DLG and rely on a Telephony Server with t wo Netwo rk Int er face Card s ( NICs). If y ou are c onfi gurin g Avaya Computer Telephony in a NA T or a firewall environment, see

Firewall Strategy on page 34.

● DEFINITY Servers CSI, SI, and R

● Avaya MultiVantage S8700 Media Server for Multi-Connect Configurations

● Avaya MultiVantage S8700 Media Server for IP-Connect Configurations

Before you administer the DEFINITY swi tch (including the DLG), make sure that you have determined how your LAN is set up.

Server LAN Segment (connectivity to the switch)

Server LAN segment functions are in the DLG administrative domain. For serve r-to-swi tch functions follow these guidelines.

Implementing a

● The DLG must be connected to the LAN that the Avaya Computer Telephony server

uses (the Avaya Computer Telephony server communicates with the switch via the DEFINITY G3 PBX Driver).

● The DLG should be on its own separate LAN segment. To effect this, you will need two

Network Interface Cards ( NICs ) in the A vaya Computer Telephony Server, one for client access and one for the connection between the DLG and the DEFINITY G3 PBX Driver .

IP Addresses

It is strongly recommended that you use at least two IP addresses.

● IP address for the DLG

● IP Address for the DEFINITY G3 PBX Driver

Make certain that you have the IP address or the DLG or its host name (if host names are used instead of IP addresses). See the DEFINITY switch administrator.

If you are using a separate LAN for your DLG (recommended) and all links go to a single switch, then you can use the default IP address, whi ch is 192.168.25.10.

Verify that you have a local IP address for the DEFINITY G3 PBX Driver on your Telephony Server. You will need this IP address for inst all ing the DEFINITY G3 PBX Driver. You may obtain this address from the network administrator or you may use the default address provided in the inst a llat ion program (192 .168.25. 20) if you have a private LAN (as recommended) between the Telephony Server and the DEFINITY ECS switch. This local IP address should be different from the IP address used for the Avaya Computer Telephony server, as recommended.

42 Installation Guide

Administrative Tasks for Avaya Platforms That Use the MAPD

Client LAN Segment

See Chapter 4: Installing Avaya Computer Telephony TSAPI Client Software for more information about client-based Avaya Computer Telephony requirements.

Guidelines for Setting Up a Private LAN

Follow these guidelines for implementing a privat e LAN for Avaya Computer Telephony. Use IP addresses within the following ranges:

● 10.0.0.0 — 10.255.255.255

● 172.16.0.0 — 172.31.255.255

● 192.168.0.0 — 192.168.255.255

If You Intend to Use Host Names

You have the option of using host names, instead of I P address es, when admini steri ng the DEFINITY LAN Gateway and the DEFINITY G3 PBX Driver. If you use host names instead of IP addresses, each entry in the HOSTS file provides information about one host on the IP network. The DEFINITY LAN Gateway link connection is considered a host.

Note:

Note: The DLG has a default set of administered parameters that correspond to

the defaults provided in the Avaya Computer Telephony DEFINITY G3 PBX Driver installation. If you implement private addressing you will have to change these settings on the G3PBX Driver Configuration Dialog Box (see

Chapter 3:

Installing Avaya Computer Telephony Server Software .)

Issue 1 October 2003 43

Administering the Switch

Task 1: Ad m in is t e rin g a Link

This section applies to the following platforms, which rely on the MAPD-based DLG.

● DEFINITY Servers CSI, SI, and R

● Avaya MultiVantage S8700 Media Server for Multi-Connect Configurations

● Avaya MultiVantage S8700 Media Server for IP-Connect Configurations

The objective of Task 1 is administering a link. From the DEFINITY SAT , f ollow these step s to complete Task 1.

Note:

Note: Whenever you use the change form of a DEFINITY SAT command, you

must log out for the changes to take effect.

1. Log in to the DEFINITY switch.

2. Type display system-parameters customer-options The OPTIONAL FEATURES screen appears.

3. Check Computer Telephony Adjunct Links? and make sure it is set to y, (page 2 of the OPTIONAL FEATURES screen in the example above). This sett ing indicates that DEFINITY is capable of communicating with an adjunct.

Note:

Note: If this field is not set to "y" then contact your Avaya Account Repres entative.

44 Installation Guide

Administrative Tasks for Avaya Platforms That Use the MAPD

4. Type list configuration software-versions The SOFTWARE VERSIONS screen appears.

5. Check the SOFTWARE VERSION to verify that the correct DEFINITY sof tware versi on is running on the switch. The following versions are appropriate: G3V4, or later.

Note:

Note: G3V4 requires a field maintenance release.

6. Type list config all to determine what ports are available on the MAPD for adding a station.

The SYSTEM CONFIGURATION screen appears. Under Assigned Ports, each u represents an available or unassigned port.

list configuration all Page 1

---------------------------------------------------------------------SYSTEM CONFIGURATION

Board Number 1A01

1A02 1A03 1A04 1A05 1A06

Board Type Code Vintage Assigned Ports

EXPANSION INTF EXPANSION INTF

RESERVED LGATE RESERVED LGATE MAPD BOARD

TN776 TN776

TN801 TN801 TN801

000001 000001

MAPD MAPD 000001

u u u u u u u u u u u u u u u u

01 u u u u u u u

u u u u u u u u u u u u u u u u u u u u u u u u

7. Choose a port associated with the MAPD board to add a station to the DLG (on the MAPD).

8. Type add cti-link <n> (where n represents the link number) The LINK screen appears.

Issue 1 October 2003 45

Administering the Switch

9. Follow Steps a through i to add an ASAI-enabled station. Completing the LINK screen administers an adjunct IP link between DEFINITY and a Avay a Computer Telephony server.

a. In the Extension: type any valid extension on the dial plan (for example, 1008). b. In the Type: field, type ADJLK c. In the Port: field, type an available port number d. In the Name: field, type the name of the A vaya Computer Telephony server e. In the XID: field, accept the defaul t (n)

f. In the Fixed TEI: field, type y g. In the MIM Support: field, accept the def ault (n) h. In the CRV Length: field, type 2

i. In the Event Minimization: field, accept the default (n) All other fields on the Link screen use the default values. This completes Task 1: DEFINITY Administration. Proceed to Task 2: DLG Administration

46 Installation Guide

Administrative Tasks for Avaya Platforms That Use the MAPD

Task 2: DL G Adm in istra ti on

The objective of Task 2 is to establish connectivity between DEFINITY and your Avaya Computer Telephony server, by way of the DLG. Task 2 assumes that the DLG is already installed and administered. For more information see DEFINITY ECS and CallVisor ASAI Applications over MAPD (555-230-136).

From the MAPD administrative terminal, follow these steps to complete Task 2.

1. Log in to the MAPD system The Main Menu appears.

1. Login/Password Administration

2. TCP/IP Administration...

Main Menu

If both the DLG and CVLAN applications are on the MAPD this Main Menu appears.

3. Port Administration... is

for access to DLG and CVLAN)

3. Port Administration...

4. Maintenance...

5. DLG Port Status/Control

6. CV/LAN Port Status/Control

7. Exit

Main Menu

If only the DLG application is on the MAPD this Main Menu appears.

1. Login/Password Administration

This line is used to provide abbreviated help on the currently selected field.

2. TCP/IP Administration...

3. DLG Administration

4. Maintenance...

5. DLG Port Status/Control

6. Exit

This line is used to provide abbreviated help on the currently selected field.

ENTEREXIT REFRESH HELP

3. DLG Administration

for access to DLG.

2. From the Main Menu, select 2. TCP/IP Administration.

Issue 1 October 2003 47

Administering the Switch

3. From the TCP/IP Administration screen select 1. This Host The TCP/IP Administration This Host screen appears (This Host refers to the MAPD

itself).

4. Verify (or make a note of) the Host Name and IP address of the MAPD.

● The Host Name is the name that you assign to the MAPD.

● The Host IP Address is the IP address required when you perform G3 PBX Driver

link administration on the Avaya Computer Telephony Server. See Chapter

3: Installing Avaya Computer Telephony Server Software.

5. Once you have noted this information, select CANCEL to return to the Main Menu.

48 Installation Guide

Administrative Tasks for Avaya Platforms That Use the MAPD

6. From the Main Menu, select 2. TCP/IP Administration. The TCP/IP Administration screen appears.

TCP/IP Administration

1. This Host

2. Local Host Table

3. Network Routing Information...

4. Exit

This line is used to provide abbreviated help on the currently selected field.

ENTEREXIT REFRESH HELP

7. From the TCP/IP Administration screen select 2. Local Host Table, which enables you to view, add, or delete hosts. The host, in this case, is the Avaya Computer Telephony Server.

The TCP/IP Administration Local Host Table screen appears.

Issue 1 October 2003 49

Administering the Switch

Note:

Note: If the MAPD/DLG has already been administered to accept the default IP

address of the Avaya Computer Telephony server (192.168.25. 20), and you want to implement a default Avaya Computer Telephony configuration, ski p Step 8a and 8b; go to Step 8c.

TCP/IP Administration

Local Host Table

IP Address

__________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________

This line is used to provide abbreviated help on the currently selected field.

Host Name Aliases

ADD DELETECANCEL REFRESH NXTPG PRVPGHELP

Page

X of X

8. Follow Steps a through e to complete the Local Host Table

Note:

Note: The addressing information you use in step s 8a and 8b must be used (in t he

DEFINITY G3PBX Driver dialog box) when you install Avaya Computer Telephony.

a. In the IP Address field, type the IP address of the G3PBX Driver on the Avaya

b. In the Host Name field, type t he name that is assigned to the Avaya Computer

c. Select ADD to save your settings. d. Select CANCEL to return to the TCP/IP Administration Screen. e. From the TCP/IP Administration Screen, select EXIT to return to the MAIN MENU.

50 Installation Guide

Computer Telephony server. (You can accept the default, 192.168.25.20, if you want to effect a "default" Avaya Computer Telephony installation).

Telephony server.

Administrative Tasks for Avaya Platforms That Use the MAPD

9. From the Main Menu, select 3. Port Administration... The Port Administration screen appears.

Port Administration

1. Application Port Assignment

2. DLG Administration

3. CV/LAN Administration

4. Exit

This line is used to provide abbreviated help on the currently selected field.

ENTEREXIT REFRESH HELP

10. From the Port Administration screen, select 2. DLG Administration The DLG Administration screen appears.

11. Follow steps a through c to complete the DLG Administration screen.

DLG Administration

Port

This line is used to provide abbreviated help on the currently selected field.

Client Name or IP Address _________________________ ___________________________ __ ___________ ___________________________ __ ___________ ___________________________ __ ___________ ___________________________ __ ___________ ___________________________ __ ___________ ___________________________ __ ___________ ___________________________ __ ___________

Client Link

Client Status ___________

ADD DELETECANCEL REFRESH UPDATEHELP

Issue 1 October 2003 51

Administering the Switch

a. In the Port field, type the port number of the DEFINI TY stati on administered for the

link to the Avaya Computer Telephony server (see Task 1, Step 8a)

b. In the Client Name or IP Address field, type the IP address or na me assigned

to the G3PBX Driver on the A vaya Computer Telephony server. This Client Name or IP Address refers to the IP address you used in Step 8b. (The default is 192.168.25.20).

c. In the Client Link field, type a number from 1 to 8 for the link assigned to the

Avaya Computer Telephony server .

12. Return to the Main Menu, and from the Main Menu, select

5. DLG Port/Status Control.

The DLG Port/Status Control screen appears.

13. From the DLG Port Status/Control screen follow these steps.

DEFINITY

Port

This lin e is used to provide abbr eviated help on the currently selected field.

State

TCP/IP

Connection

State

MSGPERCANCEL REFRESH UPDATE DROPHELP STATE

DLG

Service

State

Messages

DEFINITY

Messages

from

DEFINITY

(minutes)

a. Verify that the port number you administered in Step 11a appears under Port. b. Verify that REACHABLE appears under TCP/IP Connection State.

This completes the DLG/MAPD administrative tasks.

Message

Period

52 Installation Guide

Administrative Tasks for Avaya Platforms That Use the Co-Resident DLG

This section applies to the following platforms, which can use the Co-Resident DEFINTY LAN Gateway (DLG).

● DEFINITY ONE/IP 600

● Avaya MultiVantage S8100 Media Server configurations

● Avaya MultiVantage S8300 Media Server with G700 Media Gateway

Because these platforms do not use the MAPD based DLG, there is no MAPD Administration. Based on your configuration, use one of the following procedures to administer a C T I lin k

● CTI Link Administration on Configurations with Processor Connectivity on page 54

● CTI Link Administration on Configurations with CLAN Connectivity on page 56 (NOTE:

This procedure is not applicable to the S8300 Media Server configuration).

Issue 1 October 2003 53

Administering the Switch

CTI Link Administration on Configurations with Processor Connectivity

This procedure assumes that you are running the appropriate level of software. Follow these steps from the system access terminal (SAT) to administer a CTI link (Link Type: ADJ-IP) in a configuration that supports a Co-Resident DLG, such as DEFINITY ONE/ IP600, Avaya S8100 Media Server configurations, or an Avaya S8300 Media Server wit h G700 Media Gateway.

Note:

Note: Italicized terms in angl e brackets denote variables, for example

<123.213.123.111>. Substitute the appropriate value for your system.

1. Type list configuration software-versions and verify that the appropriate level of software is running (R11.00.059 or later)

2. Type display system-p arame ters customer-option s, and go t o Page 4 of 10 OPTIONAL FEATURES form. Verify that the Processor Ethernet? option field, is set to y.

of the

3. Type display system-parameters customer-options and go to Page 2 of 10 of the OPTIONAL FEATURES form. Verify that the Co-Res DEFINITY LAN Gateway? option field, is set to y.

4. Type display system-parameters customer-options and go to page 2 of 10 of the OPTIONAL FEATURES form. Verify that Computer Telephony Adjunct Link is set to y.

5. Type change ip-int erfaces and go to Page 1 of 6 of t he IP INTERFACES form. Follow Steps a thorough f.

a. In the Enable Eth Pt option field, type y b. In the Type option field, type procr c. In the Net Rgn option field, type 1 or the appropriate Networ k regi on d. In the Node Name option field, type the Processor’s IP address; for example:

<123.213.123.111>

e. In the Subnet Mask option field, type the Processor’s subnet mask, for example:

<255.255.255.0>

f. In the Gateway option field, type the router’s IP address, for example

<123.213.321.110>

6. Type change node-names. (You are on Page 1 of 1 on the IP NODE NAMES form.) a. In the Name option field, type <the TServer’s Hostname>

1 Page numbering is relative on the OPTIONS form. The total page count is affected by the options your

system is configured with. For example, if you have ASAI Core but neither ASAI Plus nor Computer Telephony Adjunct Links, your total page count diminishes by one (4 of 9 instead of 4 of 10).

54 Installation Guide

Administrative Tasks for Avaya Platforms That Use the Co-Resident DLG

b. In the IP Address option field, type <t he TSe rver’s IP Address>

7. type add cti link <n> (substitute with the appropriate li nk number) a. In the Extension field, type <station extension> b. In the Type field, type ADJ-IP c. In the Name field, type <name of the TServer>

8. type change ip-services a. In the Service Type field, type DLG b. In the Enabled field, type y c. In the Local Node field, type procr d. In the Local Port field, type 5678

9. After completing the IP-Services For m (Step 9), continue on to the DLG Administrat ion form.

a. In the CTI Link field, type <n> (substitute with the appropriate link number) b. In the Enabled field, type y c. In the Client Name field, type <TServer’s node name> d. In the Client Link field, type <TServer’s Link Number>

10. Type status dlg cti-link, and on the DLG CTI LINK STATUS form, verify that the Service State field displays established.

Issue 1 October 2003 55

Administering the Switch

CTI Link Administration on Configurations with CLAN Connectivity

This procedure assumes that you are running the appropriate level of software. Follow these steps from the system access terminal (SAT) to administer a CTI link (Link Type:

ADJ-IP) in a configuration that supports a Co-Resident DLG.

Note:

Note: This procedure applies only to DEFINITY ONE/IP600 and Avaya S8100

Media Server configurations. It does not apply to S8300 Media Server configurations.

1. Type list configuration software-versions and verify that the appropriate level of software is running (R11.00.059 or later)

2. Type display system-p arame ters customer-option s, and go t o Page 4 of 10 OPTIONAL FEATURES form. Verify that the Processor Ethernet? option field, is set to y.

3. Type display system-parameters customer-options and go to Page 2 of 10 of the OPTIONAL FEATURES form. Verify that the Co-Res DEFINITY LAN Gateway? option field, is set to y.

of the

4. Type display system-parameters customer-options and go to page 2 of 10 of the OPTIONAL FEATURES form. Verify that Computer Telephony Adjunct Link is set to y.

5. Type change ip-int erfaces and go to Page 1 of 6 of t he IP INTERFACES form. Follow Steps a thorough f.

a. In the Enable Eth Pt option field, type y b. In the Type option field, type c-lan c. In the Net Rgn option field, type 1 or the appropriate Networ k regi on d. In the Node Name option field, type the <C- LAN’s Node Name> e. In the Subnet Mask option field, type the <C-LAN’s Subnet Mask>

f. In the Gateway option field, type the <Router’s IP address>

6. Type change node-names. (You are on Page 1 of 1 on the IP NODE NAMES form.) a. In the Name option field, type <the TServer’s Hostname> b. In the IP Address option field, type <t he TSe rver’s IP Address>

7. Type add data-module <nnnnn> (substitute with the appropriate extension number) a. In the Type field, type ethernet

1 Page numbering is relative on the OPTIONS form. The total page count is affected by the options your

system is configured with. For example, if you have ASAI Core but neither ASAI Plus nor Computer Telephony Adjunct Links, your total page count diminishes by one (4 of 9 instead of 4 of 10).

56 Installation Guide

Administrative Tasks for Avaya Platforms That Use the Co-Resident DLG

b. In the Port field, type <the slot number of the C-LAN Board and add port 17>

(Example: 01a0317

)

c. In the Link option field, type 1 d. In the Name field, type <the TServer’s Hostname

8. Type add cti-link <n> a. In the Extension field, type <station extension> b. In the Type field, type ADJ-IP c. In the Name field, type <name of the TServer>

9. type change ip-services a. In the Service Type field, type DLG b. In the Enabled field, type y c. In the Local Node field, type clan d. In the Local Port field, type 5678

10. After completing the IP-Services For m (Step 9), continue on to the DLG Administrat ion form.

a. In the CTI Link field, type <n> (substitute with the appropriate link number) b. In the Enabled field, type y c. In the Client Name field, type <TServer’s Hostname> d. In the Client Link field, type <TServer’s Link Number>

11. Type sta tus dlg cti-link, and on the DLG CTI LINK STATUS form, verify that the Service State field displays established.

Issue 1 October 2003 57

Administering the Switch

58 Installation Guide

Chapter 3: Installing Avaya Computer

Telephony Server Software

This chapter includes the following secti ons and focuses on the activities associated with installing the Avaya Computer Telephony Server software components.

● Planning Your Installation on page 60

● Guidelines for Upgrading Avaya Computer Telephony on page 64

● Specialized Install ations on page 66

● Before You Install the Avaya Computer Telephony Server Software on page 67

● Avaya Computer Telephony Installation Guidelines on page 68

● Procedure for Initial, Default Installation of Avaya Computer Telephony Server

Software on page 70

● Perform Initial Restart on page 85

● Basic Maintenance Tasks on page 87

Issue 1 October 2003 59

Installing Avaya Computer Telephony Server Software

Planning Your Installation

Installing the Avaya Computer Telephony software represents a continuation of the switchspecific activities descri bed in Chapter 2. Planning your installation represents the transition from Phase 1 to Phase 2 (see Fig ure 3- 1). Dur i ng this s t age, the activi t ies are as follows:

● Gather the necessary information

● Determine the requirements of your configuration

- If you are installing A vaya Computer Telephony in a NAT or a Firewall environment ,

Implementing a Firewall Strategy on page 34

see

● Determine the type of install ation — initial Insta llation or upgrade

● Make sure your platform can support Avaya Computer Telephony

Each of these activities is described in the next part of this chapter.

Figure 3-1: “CTI — Planning Your Server Installation”

Computer T elephony Integration

Phase 1 Phase 2

TASK 1

Administer DEFINITY

TASK 2

Administer

DLG

Phase 2 involves gathering host names or IP addresses:

the DLG (on the MAPD)

the NIC on the Avaya CT Server that communicates with the DLG

the NIC on the Avaya CT Server that communicates with clients

DEFINITY

MAPD

DLG

192.168.25.10

Install Avaya CT Server Software

Avaya CT Server

NIC

192.168.25.20

NIC

Phase 3

Install Client

Software

Clients

60 Installation Guide

176.108.25.20

Gather the Necessary Information

The TCP/IP addressing information that is administered during DLG administration is particularly relevant to installing the Telephony Services software (see

Administration on page 47). Make sure you have the following addressing information

before you start the Avaya Computer Telephony server software installation procedure.

● The IP address of the DLG. The default is 192.168.25.10, but it is highly likely that this

has been changed to conform to your network addressing requirements.

● The IP address that the DLG administrator assigned to the Avaya Computer Telephony

server. The default is 192.168.25.20. Again, it is highly likely that this IP address has been changed to conform to your network addressing requirements. This IP address refers to the Network Interface Card, on the Avaya Computer Telephony Server, that communicates with the DLG. It is not the IP a ddres s of t he NIC, o n t he A vaya Computer Telephony server, that communicates with clients.

● The host name or IP address that was assigned to the Avaya Computer Telephony

server.

Determine the Requirements of Your Configuration

Planning Your Installation

Task 2: DLG

Determining the requirements of your configuration involves identifying the Avaya Computer Telephony software components you are going to implement. Basically this comes down to one question: “does this configuration support bot h the Tserver (Telephony Services Server) and the CVLAN (CallVisor PC Local Area Network) applications?" See

Chapter 5:

Using CVLAN for information about CVLAN.

Determine the Type of Installation -- Initial Installation or Upgrade

If you are upgrading an earlier release of Avaya Compu ter Telephony, see Guideli nes for

Upgrading Avaya Computer Telephony on page 64.

Make Sure Your Platform Can Support Avaya Computer Telephony

See Table 3-1: Server Hardware on page 62 and Table 3-2: Server Software on page 63 to make sure that you have the appropriate hardware and software.

Issue 1 October 2003 61

Installing Avaya Computer Telephony Server Software

Avaya Computer Telephony Hardware and Software Requirements

Table 3-1 lists the server hardware requirements for Telephony Services and CVLAN server which is based on Contact Center siz e (i. e numb er of Agents).

Table 3-1: Server Hardware

Low to Low MidEnd Contact Center (10-200

Mid-End Contact Center (200-500 Agents)

High-End Contact Center (500-2500 Agents)

Agents)

CPU Pentium III 350MHZ

or higher

Pentium 500MHZ or higher

III

Pentium® III

700MHZ or higher RAM 256MB or higher 512MB or higher 512MB or higher Network

Connections

For a standard installation, 2 network interface card(s) are recommended:

● one for the G3PD

● one for client

access If your configuration uses NAT or a Firewall, see

Implementing a Firewall Strategy on

page 34

Drives CD-ROM drive: 3.5-

inch floppy drive (for license and authorization disks)

For a standard installation , 2 network interface card(s) are recommended:

● one for the G3PD

● one for client

access If your configurati on uses NAT or a Firewall, see

Implementing a Firewall St rategy on

page 34 CD-ROM drive: 3.5-

inch floppy drive (for license and authorization disks)

For a standard installation, 2 network interface card(s) are recommended:

● one for the G3PD

● one for client

access If your configuration uses NAT or a Firewall, s e e

Implementing a Firewall Strategy on

page 34 CD-ROM drive: 3.5-

inch floppy drive (f or license and authorization disks)

Disk Space

1. Each disk sp ace requ irement i s an app roximati on. The am ount of disk sp ace requi red also depends on other factors such as, the num be r of use r s, type s of a cti vi ty pe rform ed , and num ber an d/o r size of the trace files.

62 Installation Guide

300MB Hard Drive 300MB Hard Drive 300MB Hard Drive

Planning Your Installation

Table 3-2 lists the server software requirements for Telephony Services and CVLAN

Table 3-2: Server Software

Software Description

Operating System Any of the following:

● Windows NT 4.0 (Server is

recommended)

● Windows NT Service Pack 6a or

later, available from Microsoft

● Windows 2000 with Service Pack 2

● Windows XP

● Windows 2003

Network Software TCP/IP protocol stack

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Installing Avaya Computer Telephony Server Software

Guidelines for Upgrading Avaya Computer Telephony

Although the installation pr ocedure in this chapter depicts an initial installation, you follow the same basic procedure to upgrade. If you are upgrading, however, be sure to review this section before you upgrade your Av aya Co mpu ter Telephony software.

● If you install any Service Packs or if you upgrade Windows NT, Windows 2000,

Windows XP software on a machine that already has Telephony Services software installed, you must reinstall all of the Telephony Services software components, including the Telephony Services Security Database (SDB).

● If you are upgrading (or migrating) from a NetWare Telephony Server to a Windows NT,

Windows 2000, Windows XP Telephony Server, see Appendix C:

Security Database.

● Uninstalling the Telephony Server software is not recommended when upgrading from

an earlier release unless t he new sof t ware wi ll be i nst al led in a d if f er ent dir ecto ry on the server. (Information about the Telephony Server is stored in the Windows NT, Windows 2000, Windows XP Registry. These registry setti ngs are removed when the software is uninstalled.)

Migrating your

● Stop Telephony Services and the Logging Service before you attempt to install the new

software. See Manually St opping Telephony Services

● Overwrite your previous installation of Avaya Computer Telephony. If the previous

on page 89.

installation did not use the default destination folders (C:\Program Files\Avaya\CT) for these components, be sure to specify the destination folders that were used during the initial installa tion. St eps 7 and 8 provide a Destination Direct ory dialog box that enables you to browse to, and spe cify a nother des tination for A vaya Computer Telephony server files.

64 Installation Guide

Guidelines for Upgrading Avaya Computer Telephony

● Do not re-install the Security Dat abase for Telephony services. If you are upgrading, the

checkbox for “Security Database f o r Telephony Services” is not checked on the Server Setup dialog box (Step 3). Setup detects the pre vious installation of the Telephony Services Security Database (also referred to as Btrieve).

If you select this checkbox during an upgrade, Setup detects the previous installation of Btrieve and displays a warning box indicating that you have Btrieve Workstation v6.15 installed on this machine. In this case, you can continue with the installation — you do not need to exit.

Other Things to Consider for an Upgrade

You can take advantage of current settings or provisions that were effected in a prior installation.

● userIDs/accounts with administrative permis sions

At Step 12, on the Select Tserver Administrator dialog box, you can use the pulldown menu to see a list of all the user IDs/accounts with administrati ve permissions on the Telephony Server.

- Select the default user ID/account that the Telephony Server should use when it starts. Then click Next.

The Telephony Server administrative user ID/account that you choose here becomes the default user ID/account for first time use of administration software tools (i.e., Telephony Services Administrator [TSA32] and Telephony Services Maintenance [TSM32]).

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Installing Avaya Computer Telephony Server Software

Specialized Installations

The term specialized installations refers to effecting Avaya Computer Telephony installations that do not require all of the Avaya Computer Telephony software components. This section desc ri bes two kinds of specialized install a tions.

● Avaya Computer Telephony without the Telephony Services Security Database

You can elect not to install the Telephony Services Security database if you already have a database that serves your applications’ needs. To install Avaya Computer Telephony without the Telephony Services Security Database, make sure that the checkbox for "Telephony Services Security Database" is unchecked (at Step 5 of the installation procedure). If you implement an install a tion of Avaya Computer Telephony without the Telephony Services security database, you do not have access to the Telephony Services Administration capabilities.

● Avaya Computer Telephony without the G3PBX Driver

If you are developing soft ware applicati ons and you do not have access to a DEFI NITY switch (and you are using the DEFINITY simulator, for example) be sure that the checkbox for "DEFINITY G3 PBX Driver and CVLAN" is unchecked (at Step 4).

66 Installation Guide

Before You Install the Avaya Computer Telephony Server Software

Before You Inst all the Avaya Computer Telephony Server Software

Here are some tips for effecting a smooth, uninterrupted installation.

● Determine the IP address of the Telephony Server.

In the Enter Information dialog box (Step 11), the Setup program asks you to specify the IP address of the server. This IP address refers to the NIC that the Tserver uses for communicating with it s client s (as opposed to the I P address for the NIC desi gnated for the G3 PBX Driver). To locate this IP address, use this procedure. Click Start, point to Settings , click Control Panel, double-click Network, click Protocols (tab), select TCP/IP Protocol, and click Properties.

● Know the locations of the install ation-specific readme files.

Readme file notifications are embedded in th e installation procedure. To avoid disruption during installation, you can clear the checkboxes for viewi ng the readme files. Review the readme files after installation.

- Security Database Readme file

From the Windows NT, Windows 2000 or Windows XP desktop, click Start, point to

Programs, click Btrieve Technologies Database, and double-click Btrieve Workstation Engine Readme

- Tserver Readme file.

From the Windows NT, Windows 2000 or Windows XP desktop, click Start, point to Programs, Avaya Computer Telephony, TS Readme

- G3PBX Driver Readme

From the Windows NT, Windows 2000 or Windows XP desktop, click Start, point to

Programs, Avaya Computer Telephony, DEFINITY G3 PBX, and click G3PBX Driver Readme

● Have license disks (or authorization disks) for Telephony Services and the

G3PBX Driver handy. Setup prompts you for them during the installation procedure.

● Unless you are an experienced administrator, effect a default installation.

If you are an experienced administrator and you want to override the defaults, these capabilities are available.

- The Destination Directory dialo g boxes allow you to cust omize your directory settings. Unless you are able to effect a customized installation, accept the defaults.

- The G3PBX Driver Configuration dialog box allows you to carry out administrative tasks.

● You can specify the DEFINITY G3PBX Driver IP address and add links.

Issue 1 October 2003 67

Installing Avaya Computer Telephony Server Software

● If you are setting up CVLAN, you can click the ADMIN button and add CVLAN

clients. See ‘‘Adding a CVLAN Client’’ on page -128 of this document.

Alternatively, you can make G3PD changes after completin g the inst allation procedu re. Use either G3 PBX Driver Configurati on Utility or the G3 PBX Link Change Utility. See Chapter 2 of the Avaya Computer Telephony 1.3 G3 PBX Driver and CVLAN Administration and Maintenance Guide (DEFNETM.PDF).

Avaya Computer Telephony Installation Guidelines

When installed in an NT Domain, Avaya Computer Telephony should be installed as an Application Member Server. Although Avaya Computer Telephony can be installed on a Domain Controller it is not recommended.

Avaya Computer Telephony should not be installed on a server that performs any of the following functions;

● Print Server

● Web Server

● FTP Server

● Fax Server

● RAS Server

● Router

● Voice/Screen Call Recorder Server

● Intelligent Voice Response Server

Avaya Computer Telephony should not be i nst all ed on a ser ver t hat is r unnin g appli cations that use a Java Virtual Machine (Microsoft, Sun, or IBM).

Avaya Computer Telephony should not be installed on a server that is running Microsoft SQL or any other database.

Avaya Computer Telephony can be Co-Resident with the following Avaya Applicat ions/ Platforms.

● BCMSVu

● Avaya Computer Telephony Internet Solutions

● Avaya Call Service

● Avaya Interaction Center

● Avaya Enterprise Manager

● DEFINITY Anywhere

68 Installation Guide

● Avaya Web Collaboration

● Avaya Messaging

● Avaya Unified Communication Center

Avaya Computer Telephony Installation Guidelines

Issue 1 October 2003 69

Installing Avaya Computer Telephony Server Software

Procedure for Initial, Default Installation of Avaya Computer Telephony Server Software

Follow these steps for an initial installation Avaya Computer Telephony Server Software. You can click Cancel or Exit at any time to exit from the Setup program.

Note:

Note: This procedure depicts the CD-ROM drive ID as D:\. Substitute D with the

appropriate letter as necessary.

1. Log on to the Windows NT, Windows 2000 or Windows XP server as a user with administrator-equivalent per missions.

2. Insert the CD in to th e CD-ROM drive . (When Windows NT, Windows 2000 or Windows XP is using the Explorer shell, the Setup program runs automatically if you have not disabled the AutoRun feature).

3. (Applies only if AutoRun is disabled) Cl ick Start, then click Run. In the Run di alog box, enter D:\WININST\SETUP.EXE (or Browse to it on the CD) to st art the Setup program.

Setup displays the Telephony Services Setup dialog box.

70 Installation Guide

Procedure for Initial, Default Installation of Avaya Computer Telephony Server Software

4. Click the button for Avaya Computer Telephony Software. Setup displays the Server Setup dialog box. For an initial installati on, all server

components are selected by default.

Issue 1 October 2003 71

Installing Avaya Computer Telephony Server Software

5. click Next to accept the default settings and continue with the inst allation. Setup displays the message, “Installation in progress, please wait...”, followed by the

Welcome dialog box for the Telephony Services Security Database (Btrieve Workstation Engine v6.15).

72 Installation Guide

Procedure for Initial, Default Installation of Avaya Computer Telephony Server Software

6. Click Next to continue with the installation. Setup displays a dialog box indicating that Setup will inst all Btrieve W orkst ation Engine

v6.15 in the default destination folder, C:\Program Files\BTI\Win32\.

7. Click Next to accept the default destination folder and continue with the inst allation.

Issue 1 October 2003 73

Installing Avaya Computer Telephony Server Software

Setup displays the Installa tion Complete dialog box, indicating that Setup has finished installing Btrieve on your computer.

8. Click Finish (you have finished installing Btrieve) and continue with the installation to install Telephony Services on your computer.

74 Installation Guide

Procedure for Initial, Default Installation of Avaya Computer Telephony Server Software

Setup displays the message, “Installation in progress, please wait...”, followed by the Welcome dialog box for the Telephony Services Setup program.

9. Click Next to continue with the installation.

Issue 1 October 2003 75

Installing Avaya Computer Telephony Server Software

Setup displays the Choose Destination Location di alog box indicating that Setup will install the Telephony Services files in the default destination folder, C:\Program Files\Avaya\CT\tsrv.

10. Click Next to accept the default destination folder and continue with the installation.

76 Installation Guide

Procedure for Initial, Default Installation of Avaya Computer Telephony Server Software

Setup displays the IP Address Required dialog box.

11. Enter the IP address for this Telephony Server (which is the IP address of the NIC that the Telephony Server uses for communicating with TSAPI clients), and click Next.

Note:

Note: If you are configuring the Telephony Server in a firewall environment, see

one of the following documents, based on the location of your firewall.

● If your firewall is between the client and the Avaya Computer Telephony

server, see Chapter 6 of the Telephony Services Administration and Maintenance Guide (NETMANGD.PDF).

● f your firewall is between the Avaya Computer Telephony server and

MultiVantage, see Chapter 2 of the G3PBX Driver and CVLAN Administrat ion and Maintenance Guide (DEFNETM.PDF).

Issue 1 October 2003 77

Installing Avaya Computer Telephony Server Software

Setup displays the Select Tserver Administrator dialog box with the list box displ aying Administrator.

Administrator

12. Click Next to continue with the installation. Setup copies the files and installs the Telephony Server software (as Windows NT,

Windows 2000 or Windows XP services) and prompts you to insert the license disk.

78 Installation Guide

Procedure for Initial, Default Installation of Avaya Computer Telephony Server Software

13. Insert the disk in the appropriate drive on the server PC, and click OK. After copying the license file, Setup displays the InstallShield Wizard Complete dialog

box, indicating that Setup finished installing Telephony Services on your computer.

14. Click Finish (you have finished installing Telephony Services software) and continue with the installation to install the DEFINITY G3PBX Driver on your computer.

Issue 1 October 2003 79

Installing Avaya Computer Telephony Server Software

Setup displays the message, “Installation in progress, please wait...” f ollowed by the Welcome dialog box for the DEFINITY G3 PBX Driver Setup. (Setup installs the CVLAN Server during this phase of instal lation).

15. Click Next to continue with the installation.

80 Installation Guide

Procedure for Initial, Default Installation of Avaya Computer Telephony Server Software

Setup displays the Choose Destination Location dialog box indicating that Setup will install the G3PBX Driver in the default location, C:\Program Files\Avaya\CT\G3PD\.

16. click Next to accept the default destination folder and continue with the installation.

Issue 1 October 2003 81

Installing Avaya Computer Telephony Server Software

Setup displays the DEFINITY G3 PBX Driver Configuration dialog box.

17. Complete the G3PBX Driver configuration box as follows,

● in the DEFINITY G3 PBX Driver IP Address field, enter the IP address of the NIC

used for communicating with the switch.

● In the Advertised Switch Name field, enter the appropr iate name for the switch yo u

are connecting to (the default name is Avaya_ECS).

● in the IP Address or Host Name field, enter the appropriate IP address for the

switch you are connecting to (this the IP address of the Ethernet interface for the DEFINTY LAN Gateway).

Note:

Note: If you are installing Avaya Computer Telephony in a firewall environment,

where the firewall is between MultiVantage and the Avaya Computer Telephony Server, see Chapter 2 of the G3PBX Driver and CVLAN Administration and Maintenance Guide (DEFNETM.PDF).

82 Installation Guide

Procedure for Initial, Default Installation of Avaya Computer Telephony Server Software

Setup displays the Review Settings dialog box with the current settings for the installation.

18. Click Next to continue with the installation. Setup displays the License Disk Required dialog box.

Issue 1 October 2003 83

Installing Avaya Computer Telephony Server Software

19. Insert the DEFINITY Driver Authorization [G3PDAUTH] disk in the appropriate dr ive on the server PC, and click OK.

After copying the G3PDAUTH file, Setup displays the fol lowing Information box, indicating that Setup is complete.

20. Click OK to continue with the installation. Setup displays the InstallS hield Wizard Complete dialog box.

21. Click Finish to complete the Installation of the Avaya Computer Telephony Server software (This step stops the Setup program).

Note:

Note: Make sure you review each of the readme files associated with the

84 Installation Guide

installation. See

Before You Install the Avaya Computer Telephony Server

Software on page 67 for locations of the readme files.

Perform Initial Restart

After instal ling the Avaya Computer Telephony software you do not have to reboot the PC. To start using Avaya Computer Telephony server software follow these steps.

1. Click Start point to Programs, Avaya Computer Telephony, and click TS Controller .

2. From the TS Controller dialog box, click Start.

Perform Initial Restart

Issue 1 October 2003 85

Installing Avaya Computer Telephony Server Software

Desktop Components

Figure 3-2 depicts the desktop icons provided by Avaya Computer Telephony software.

Figure 3-2: Avaya Computer Telephony Components on Your Desktop

86 Installation Guide

Basic Maintenance Tasks

This section describes the following basic maint enance tasks for Telephony Services:

● St arting and Stopping the Telephony Services Software

● Manually Stopping Telephony Services

● Removing Software

Starting and Stopping the Telephony Services Software

This section describes the following tasks.

● starting Telephony Services

- enabling automatic startup and recovery of telephony services

● performing manual start and enabling automatic startup and recovery

● manually stopping Telephony Services

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Installing Avaya Computer Telephony Server Software

Starting Telephony Services

You have already encountered this procedure in the context of the installation (‘‘Perform Initial Restart’ ’ on p age -85) . Rec all t hat when t he Telephony Services server sof t ware (the Telephony Server, or Tserver and the CVLAN server) is initially in stalled, it is in the “STOPPED” state and must be manually started.

Follow these steps to start the Telephony Services server.

1. Click Start, point to Programs, Avaya Computer Telephony , and click TS Controller.

2. Click Start to start Telephony Services. Telephony Services starts the Tserver and the CVLAN server and Information box

displays.

3. Click OK to dismiss the information box and return to the Telephony Services Controller dialog box.

On the Telephony Services controller dialog box, under “Status,” the Telephony Services state is listed as “RUNNING.”

4. Click Close to exit the Telephony Services Controller dialog box. This completes the procedure to manually start Telephony Services software.

88 Installation Guide

Enabling Automatic Startup and Recovery

This procedure is an extension of the previous procedur e, ‘‘Starting Telephony Services’’ on page -88, with steps for e nabling automatic S tartup and Recovery. You are recommended to effect automatic startup and recovery.

1. Click Start, point to Programs, Avaya Computer Telephony, and click TS Controll er. The Tserver displays the TS Controller dialog box.

2. Under Startup, click the checkbox next to “Automatically Start Telephony Services On Server Boot.”

3. Under Recovery, click the checkbox next to “Automatically Restart Telephony Services.”

4. Click Close to exit the Telephony Services Cont roller dialog box.

This completes the procedure for enabling automati c startup and recovery.

Manually Stopping Telephony Services

Basic Maintenance Tasks

Follow this procedure to manually or explicitly stop Telephony Services and the CVLAN server.

1. Click Start, point to Programs, Avaya Computer Telephony , and click TS Controller.

2. From the Telephony Services Controller dialog box, click Stop. The Telephony Services and CVLAN server are stopped, and an Information box

displays.

3. Click OK The operating system displays a message box that prompt s you to stop the Logging

Service.

4. Click Yes to stop the logging service.

5. From the Telephony Services Controller dialog box, click Close to exit the Telephony Services Controller.

Issue 1 October 2003 89

Installing Avaya Computer Telephony Server Software

Removing Software

Use the standard Windows procedure described below to remove the following server components.

● Btrieve Workstation Engine v6.15.

● Telephony Services

Note:

Note: Before you can remove the Telephony Services server software (Tserver

and CVLAN server) you must unregister telephony services. Follow the procedure in ‘‘Reinstalling Telephony Services Server Software’’ on p age 90 (which includes the standard Windows procedure for removing Telephony Services).

● DEFINITY G3 PBX Driver

Procedure to Remove Programs

1. From the desktop click Start, point to Settings and click Control Panel.

2. From the Control Panel, click Add/Remove Programs.

3. Windows displays the Add/Remove Programs Properties dialog box.

4. Select the appropriate module you wish to uninstall (Avaya Computer Telephony Services, Btrieve, or Avaya Computer Telephony ECS Driver), and click Add/Remove.

5. Windows displays the Confirm File Deletion box, asking you to confirm tha t you want to completely remove the software program and all of its components.

6. Click Yes. The uninstall program removes the sof tware and displa ys an Information box indicating

that the program and all of its components have been removed.

7. Click OK.

This completes the procedure to remove a soft ware program.

Reinstalling Telephony Services Server Software

If you need to reinst all the Telephony Services sof tware, i t is recommended tha t you do not uninstall the currently i nstalled Telephony Services software before performing the reinstallation. This is because many of the parameters used by Telephony Services are stored in the Windows NT, Windows 2000 or Windows XP registry. When the software is uninstalled, these p arameters are also removed.

90 Installation Guide

Basic Maintenance Tasks

Note:

Note: Although Windows NT, Windows 2000 or Windows XP registry information is

removed when you uninstall the Telephony Services software, the log fi les (error log file, message trace file, performance log, traffic log, and SDB log file) are not removed. When the Telephony Server is restarted af ter reinstallation, new log file information starts at the top of the files. Any information previously contained in the files is overwritten with the new information.

To reinstall the Telephony Service software, follow the step s in Pr ocedure for Initial , Default

Installation of Avaya Computer Telephony Server Software.

Issue 1 October 2003 91

Installing Avaya Computer Telephony Server Software

92 Installation Guide

Chapter 4: Installing Avaya Computer

Telephony TSAPI Client Software

This chapter describes inst allation related procedures for Avaya Computer Telephony, Telephony Services Application Programming Interface (TSAPI) clients. It includes the following topics:

● Avaya Computer Telephony Clients and Private Data Versions on page 94

● Planning Your Installation on page 94

● TSAPI Client Hardware and Software Requirements on pag e 96

● Before You Install the Avaya Computer Telephony TSAPI Client Software on page 100

● Installing the Windows Client Software on page 101

● Installing TSAPI Solaris Sparc Client Software on page 110

● Installing UnixWare Client Software on page 112

● Installing HP-UX Client Software on page 116

● Removing Telephony Services Client Software on page 119

Issue 1 October 2003 93

Installing Avaya Computer Telephony TSAPI Client Software

Avaya Computer Telephony Clients and Private Data Versions

In the context of general information about Avaya Computer Telephony, Chapter

1: Learning About Avaya Computer Telephony provides Table 1-1 on page -35, which

associates Avaya Computer Telephony, Client Application plat for m operating systems with the level of DEFINITY Private Data Versions that they support.

Briefly summarized, Table 1-1 on page -35 states that the A vaya Computer Telephony Windows 32-bit client platform and the Avaya Computer Telephony UnixWare client platform supports all versions of DEFINITY Private Data up to Private Data Version 6.

Planning Your Installation

Installing the Avaya Computer Telephony TSAPI client software represents a continuation of the server-specific activities described in Chapter 3. Planning your installation represents the transi tion f rom Phas e 2 to Phase 3 ( see Figur e 4-1 ). During t his transi tional state, the activities are as follows.

● Make sure that your client workstations can support Avaya Computer Telephony (see

‘‘Avaya Computer Telephony Client Hardware and Software Requirements’’ on page -

96)

● Determine if this is an upgrade or an initial installation

● Determine how you intend to distribute the software

- CD-ROM

- Network Drive

Each of these activities is described in the next part of this chapter.

94 Installation Guide

Planning Your Installation

Figure 4-1: The CTI Continuum — Planning Your Client Installation

Computer Telephony Integration

TASK 1

Administer DEFINITY

DEFINITY

Phase 1 Phase 2

TASK 2

Administer DLG

MAPD

DLG

192.168.25.10

Install Avaya CT Server Software

Avaya CT Server

NIC

192.168.25.20

176.108.25.20

NIC

Phase 3

Install Client

Software

Client

Administrative

Workstation

Client

Basic

Workstation

Client

Basic

Workstation

Issue 1 October 2003 95

Installing Avaya Computer Telephony TSAPI Client Software

TSAPI Client Hardware and Software Requirements

Tables 4-1 and 4-2 list the TSAPI client hardware and software requirements.

Avaya Computer Telephony Client Hardware and Software Requirements

Table 4-1: Windows-Based Client Hardware and Software Requirements

CPU 486 or Pentium recommended RAM Windows 95

8 MB required; 16 MB recommended Windows NT, Windows 2000, Windows XP or

Windows 98 16 MB required; 24-32 MB recommended

Free Memory Installing and running Telephony Services and

CVLAN on a Windows client requires 500 KB of free memory.

Disk Space 500 KB of disk space is required, or 1.5 MB if the

Telephony Services Administration software is also installed.

Win32 Client Platform Operating Systems

(The Win32 client platform operating systems (i.e., Windows 95, Windows 98, Windows NT,

Windows 2000, Windows XP

)

Win32 clients: Windows 95

Microsoft TCP/IP or equivalent 32-bit Winsock TCP/IP transport provider

Windows 98 Microsoft TCP/IP or equivalent 32-bit Winsock TCP/IP transport provider

Windows NT Windows NT 3.51 or 4.0 (Workst ation or Ser ver); Microsoft TCP/IP or equivalent 32-bit Winsock TCP/IP transport provider

Windows 2000 Windows XP

96 Installation Guide

TSAPI Client Hardware and Software Requirements

UnixWare Client Hardware and Software Requirements

Table 4-2: UnixWare Client Hardware and Software Requirements

CPU 386 or higher required; 486 or Pentium

recommended

RAM UnixWare Personal Edition

8 MB required UnixWare Applic ation Server

12 MB required Disk Sp ace 300 KB Operating

Systems

UnixWare 1.x

UnixWare 2.0x

HP-UX Client Hardware and Software Requirements

Table 4-3: HP-UX Client Hardware and Software Requirements

CPU HP 9000 Series 700 or Series 800 machine RAM 32 Mbytes required Disk Sp ace 1 Mbyte Operating

System

HP-UX

TSAPI Solaris Client Hardware and Software Requirements

Table 4-4: TSAPI Solaris Client Hardware and Software Requirements

Disk Sp ace 1.2 MB Processor SPARC Operating

Systems

Solaris 2.5.1, Solaris 8

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Installing Avaya Computer Telephony TSAPI Client Software

Telephony Services Client Software

Telephony Services client software for Wind ows consists of the following componen ts. (For information about CVLAN clients, see Chapter 5:

● Telephony Services client software — allows TSAPI applications to communicate with

the Telephony Server.

● Client administration software — enables the system administrator to perform specific

tasks. The Win32 client software includes administration and maintenance software for the Telephony Server. The Win32 software also includes operation, administration, and maintenance software for the DEFINITY G3 PBX Driver.

● DEFINITY G3 private data support libraries — allow TSAPI applications to take

advantage of DEFINITY G3-specific driver features that are available through private data and escape services. This sof tware is installed automatica ll y as part of the client installation procedure.

Once you have installed Telephony Services software on your client, yo u can easily acces s the Telephony Services applications by creating a shortcut icon for each appl ication. (Use the “Create Shortcut icon” feature of Windows NT, Windows 2000, Windows XP, Windows 95, or Windows 98 to create the icons. Refer to your Windows document ation for details.)

Using CVLAN.)

Telephony Services Client Platforms

The Telephony Services client software can be installed on the following client platforms:

● Windows NT 3.51 workstation or server, Windows NT 4.0 workstation or server,

Windows 2000, Windows XP, Windows 95 or Windows 98.

- 32-bit (Win32) TSAPI appli cation s use the 32-bit Telephony Services cli ent so f tware .

● UnixWare — The UnixWare client software comes in single-threaded (UnixWare 1.x)

and multi-threaded (UnixWare 2.0x) versions. For details on using the Link Status command, see the “Link Status Command” section in Chapter 3 of Avaya Computer

Telephony 1.3 G3 PBX Driver and CVLAN Administration and Maintenance

(DEFNETM.PDF).

● Solaris Sparc - The Solaris client sof tware can be installed on a Solaris SPARC client

workstation.

● HP-UX - The HP-UX client software can be installed on a client PC.

98 Installation Guide

TSAPI Client Hardware and Software Requirements

Client Administratio n So ftware Compon en ts

The Telephony Services client software includes Windows based administrative software that allows the system administrator to maintain and operate the system. Follow these guidelines before you install the client software:

● Identify the system administrat o r’s workstation. You will need to install the Windows-

based administrative software on an appropriate client workstation.

● Determine how you intend to distribute and install the client software (CD-ROM, disk,

and, if applicable, from the network server ).

Client Administration Workstation

You can assign the PC designated as the Telephony Services server as the Administrative Client workstation, or you can use a separate workstation on your LAN.

The client software includ es the following applications that enable the system administrator to perform specific tasks:

● Telephony Services Administrator (TSA32) is the client-based 32-bit Windows NT,

Windows 2000, Windows XP, Windows 95 or Windows 98 application that allows the system administrator to enter info rmation for the SDB. The 32-bit Tserver maintenance and status operations are accessed thr ough the TSM32.

● Telephony Services Maintenance (TSM32) is the client-based 32-bit Windows NT,

Windows 2000, Windows XP, Windows 95, or Windows 98 application that allows the system administrator to view and modify maintenance and status parameters (such as Error Logging, Message Tracing, or Tlink Information).

● DEFINITY G3 PBX Driver Administrator utility is a client-based 32-bit Windows NT,

Windows 2000, Windows XP application that provides main tenance commands that ar e particularly useful if there are communications problems betwe en the server and the DEFINITY LAN Gateway. This utility can be used to perform G3PD OA&M tasks for the Tserver. It does not apply to CVLAN.

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Installing Avaya Computer Telephony TSAPI Client Software

Before You Install the Avaya Computer Telephon y TSAPI Client Soft ware

Be sure to read this section before you run the Setup program to install the Avaya Computer Telephony TSAPI Client Software.

● Obtain the IP address or Host Name of the Telephony Server

In the TCP/IP Name Server dialog box, the Setup program asks you to specify the IP address of the server.

● Review the Readme file

The Client Readme file contai ns inf ormation y ou may need before i nst al ling Telephony Services on your client. It is located on the Avaya Computer Telephony CD-ROM as follows: <DriveID>:\Readme s\Client Readme.txt

Note:

Note: The Setup program installs the Client Readme file as follows:

C:\Program Files\Avaya\ CT\TS Win32\Client Readme.txt

100 Installation Guide

Avaya Computer Telephony User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Avaya Computer Telephony

Release 1.3

Installation Guide

Contents

Preface - About This Document

Reason for Reissue

Intended Audience

Document Organization

Conventions Used in This Document

Product Terminology

Related Documents

For More Information About Avaya Products and Service

Switch Oriented Documents

Switch Specific Documents

Switch Interface Documents

Avaya Computer Telephony Documents

Readme files

Online Documents

Document Designations -- Icons, Titles, and File Names

Using the Avaya Computer Telephony Documents

Customer Support

What is CTI?

What is Avaya Computer Telephony?

What Does Avaya Computer Telephony Do?

What APIs Does Avaya Computer Telephony Support?

TSAPI

JTAPI

CallVisor PC

The Essential Components of a CTI System

A Typical Avaya Computer Telephony Configuration

Hardware Components in a Typical Implementation of Avaya Computer Telephony

Avaya Computer Telephony Components

A Closer Look at the Essential Avaya Computer Telephony Components

Security Issues

Isolating the DEFINITY LAN Gateway

Implementing a Firewall Strategy

Private Data and Client Applications

Chapter 2: Administering the Switch

Scope of this Chapter

Hardware and Software Components

Using the Information in this Chapter

License File s

License File and Optional Features Forms

Administrative Tasks for Avaya Platforms That Use the MAPD

Setting Up Your LAN for Avaya Computer Telephony

Server LAN Segment (connectivity to the switch)

IP Addresses

Client LAN Segment

Guidelines for Setting Up a Private LAN

If You Intend to Use Host Names

Task 1: Ad m in is t e rin g a Link

Task 2: DL G Adm in istra ti on

Administrative Tasks for Avaya Platforms That Use the Co-Resident DLG

CTI Link Administration on Configurations with Processor Connectivity

CTI Link Administration on Configurations with CLAN Connectivity

Planning Your Installation

Gather the Necessary Information

Determine the Requirements of Your Configuration

Determine the Type of Installation -- Initial Installation or Upgrade

Make Sure Your Platform Can Support Avaya Computer Telephony

Avaya Computer Telephony Hardware and Software Requirements

Guidelines for Upgrading Avaya Computer Telephony

Other Things to Consider for an Upgrade

Specialized Installations

Before You Install the Avaya Computer Telephony Server Software

Avaya Computer Telephony Installation Guidelines

Procedure for Initial, Default Installation of Avaya Computer Telephony Server Software

Perform Initial Restart

Desktop Components

Basic Maintenance Tasks

Starting and Stopping the Telephony Services Software

Starting Telephony Services

Enabling Automatic Startup and Recovery

Manually Stopping Telephony Services

Removing Software

Procedure to Remove Programs