Dialogic® PBX Integration
Board User’s Guide
Copyright © 1999-2008 Dialogic Corporation
05-1277-010
COPYRIGHT AND LEGAL NOTICE
Copyright © 1999-2008, Dialogic Corporation. All Rights Reserved. You may not reproduce this document in
whole or in part without permission in writing from Dialogic Corporation at the address provided below.
All contents of this document are furnished for informational use only and are subject to change without notice and
do not represent a commitment on the part of Dialogic Corporation or its subsidiaries (“Dialogic”). Reasonable
effort is made to ensure the accuracy of the information contained in the document. However, Dialogic does not
warrant the accuracy of this information and cannot accept responsibility for errors, inaccuracies or omissions that
may be contained in this document.
INFORMATION IN THIS DOCUMENT IS PROVIDED IN CONNECTION WITH DIALOGIC
LICENSE, EXPRESS OR IMPLIED, BY ESTOPPEL OR OTHERWISE, TO ANY INTELLECTUAL PROPERTY
RIGHTS IS GRANTED BY THIS DOCUMENT. EXCEPT AS PROVIDED IN A SIGNED AGREEMENT
BETWEEN YOU AND DIALOGIC, DIALOGIC ASSUMES NO LIABILITY WHATSOEVER, AND DIALOGIC
DISCLAIMS ANY EXPRESS OR IMPLIED WARRANTY, RELATING TO SALE AND/OR USE OF DIALOGIC
PRODUCTS INCLUDING LIABILITY OR WARRANTIES RELATING TO FITNESS FOR A PARTICULAR
PURPOSE, MERCHANTABILITY, OR INFRINGEMENT OF ANY INTELLECTUAL PROPERTY RIGHT OF A
THIRD PARTY.
Dialogic products are not intended for use in medical, life saving, life sustaining, critical control or safety systems,
or in nuclear facility applications.
Due to differing national regulations and approval requirements, certain Dialogic products may be suitable for use
only in specific countries, and thus may not function properly in other countries. Y ou are responsible for ensuring
that your use of such products occurs only in the countries where such use is suitable. For information on specific
products, contact Dialogic Corporation at the address indicated below or on the web at www.dialogic.com.
It is possible that the use or implementation of any one of the concepts, applications, or ideas described in this
document, in marketing collateral produced by or on web pages maintained by Dialogic may infringe one or more
patents or other intellectual property rights owned by third parties. Dialogic does not provide any intellectual
property licenses with the sale of Dialogic products other than a license to use such product in accordance with
intellectual property owned or validly licensed by Dialogic and no such licenses are provided except pursuant to a
signed agreement with Dialogic. More detailed information about such intellectual property is available from
Dialogic’s legal department at 9800 Cavendish Blvd., 5
encourages all users of its products to procure all necessary intellectual property licenses required to
implement any concepts or applications and does not condone or encourage any intellectual property
infringement and disclaims any responsibility related thereto. These intellectual property licenses may differ
from country to country and it is the responsibility of those who develop the concepts or applications to be
aware of and comply with different national license requirements.
Dialogic, Dialogic Pro, Brooktrout, Cantata, SnowShore, Eicon, Eicon Networks, Eiconcard, Diva, SIPcontrol, Diva
ISDN, TruFax, Realblocs, Realcomm 100, NetAccess, Instant ISDN, TRXStream, Exnet, Exnet Connect, EXS,
ExchangePlus VSE, Switchkit, N20, Powering The Service-Ready Network, Vantage, Making Innovation Thrive,
Connecting People to Information, Connecting to Growth and Shiva, among others as well as related logos, are
either registered trademarks or trademarks of Dialogic. Dialogic's trademarks may be used publicly only with
permission from Dialogic. Such permission may only be granted by Dialogic’s legal department at 9800 Cavendish
Blvd., 5th Floor, Montreal, Quebec, Canada H4M 2V9. Any authorized use of Dialogic's trademarks will be subject
to full respect of the trademark guidelines published by Dialogic from time to time and any use of Dialogic’s
trademarks requires proper acknowledgement.
Windows is a registered trademark of Microsoft Corporation in the United States and/or other countries. Other
names of actual companies and products mentioned herein are the trademarks of their respective ow ners.
th
Floor, Montreal, Quebec, Canada H4M 2V9. Dialogic
Publication Date: August 2008
Document Number: 05-1277-010
®
PRODUCTS. NO
Table of Contents
1. How to Use This Manual.............................................................................. 11
1.1. Audience ...................................................................................................... 11
1.2. Product Terminology ................................................................................... 11
1.3. PBX Models Covered in This Manual......................................................... 12
1.4. Documentation Conventions........................................................................ 13
1.5. Dialogic® Voice Hardware Covered by This Manual.................................. 14
1.5.1. Dialogic® Voice Hardware Model Names........................................... 14
1.6. When to Use This Manual ........................................................................... 15
1.7. How This Manual Is Organized................................................................... 15
2. Introduction to PBXs and KTSs.................................................................. 17
2.1. Supervised Call Transfer.............................................................................. 19
2.2. Blind Call Transfer....................................................................................... 20
2.3. Caller ID....................................................................................................... 21
2.4. Called Number ID........................................................................................ 22
2.5. Positive Disconnect Supervision.................................................................. 23
2.6. In-Band Signaling........................................................................................ 24
2.7. Out-of-Band Signaling................................................................................. 24
2.8. Read Display Messages................................................................................ 24
2.9. “Pressing” Keys ........................................................................................... 25
2.10. Message Waiting Indication....................................................................... 25
2.11. Automated Attendant................................................................................. 25
3. PBX Integration Overview........................................................................... 27
3.1. Voice Features Supported............................................................................ 27
3.2. PBX Integration Features Supported ........................................................... 29
3.2.1. Dialogic® Unified API......................................................................... 29
3.3. Dialogic® PBX Integration Board Description ............................................ 31
3.3.1. Features ............................................................................................... 31
3.3.2. Functional Description........................................................................ 32
3.3.3. Configurations..................................................................................... 34
3.3.4. Software Support................................................................................. 34
4. PBX Systems.................................................................................................. 37
4.1. Avaya Definity PBXs................................................................................... 37
4.1.1. Avaya Switch Programming Requirements ........................................ 37
4.1.2. Using the Dialogic® PBX Integration Board....................................... 39
4.1.3. Programmable Feature Keys............................................................... 41
3
Dialogic® PBX Integration Board User’s Guide
4.1.4. Avaya Function Keys.......................................................................... 45
4.1.5. Display Keys ....................................................................................... 46
4.1.6. Alphanumeric Display......................................................................... 46
4.1.7. Setting the Message Waiting Indicator................................................ 49
4.1.8. Transferring a Call............................................................................... 50
4.2. Siemens ROLM PBX................................................................................... 52
4.2.1. Siemens ROLM Programming Requirements...................................... 52
4.2.2. Using the Dialogic® PBX Integration Board....................................... 54
4.2.3. Programmable Feature Keys............................................................... 55
4.2.4. Alphanumeric Display......................................................................... 59
4.2.5. Setting the Message Waiting Indicator................................................ 62
4.2.6. Transferring a Call............................................................................... 63
4.3. Siemens Hicom PBX.................................................................................... 65
4.3.1. Siemens Hicom Programming Requirements ....................................... 65
4.3.2. Using the Dialogic® PBX Integration Board....................................... 67
4.3.3. Programmable Feature Keys............................................................... 69
4.3.4. Alphanumeric Display......................................................................... 72
4.3.5. Setting the Message Waiting Indicator................................................ 75
4.3.6. Transferring a Call............................................................................... 79
4.4. Mitel Superswitch PBXs.............................................................................. 81
4.4.1. Mitel Superswitch Programming Requirements.................................. 81
4.4.2. Using the Dialogic® PBX Integration Board....................................... 86
4.4.3. Programmable Personal Keys for Mitel Superset Emulation.............. 88
4.4.4. Function Keys ..................................................................................... 92
4.4.5. Display (Soft) Keys............................................................................. 93
4.4.6. Alphanumeric Display......................................................................... 96
4.4.7. Setting the Message Waiting Indicator.............................................. 101
4.4.8. Transferring a Call............................................................................. 102
4.5. Nortel Norstar and Nortel BCM................................................................. 104
4.5.1. Nortel Norstar Programming Requirements...................................... 105
4.5.2. Nortel BCM Programming Requirements......................................... 115
4.5.3. Using the Dialogic® PBX Integration Board..................................... 120
4.5.4. Programmable Memory Keys............................................................ 121
4.5.5. Display Keys ..................................................................................... 124
4.5.6. Alphanumeric Display....................................................................... 126
4.5.7. Setting the Message Waiting Indicator.............................................. 129
4.5.8. Transferring a Call............................................................................. 131
4.5.9. Called ID on Forwarded Calls........................................................... 134
4.6. Nortel Meridian 1 ....................................................................................... 139
4.6.1. Nortel Meridian 1 Programming Requirements................................ 139
4
Table of Contents
4.6.2. Using the Dialogic® PBX Integration Board..................................... 140
4.6.3. Programmable Feature Keys............................................................. 142
4.6.4. Alphanumeric Display....................................................................... 144
4.6.5. Setting the Message Waiting Indicator.............................................. 147
4.6.6. Transferring a Call............................................................................. 148
4.7. NEC NEAX 2000/2400 PBXs and Electra Elite KTS............................... 150
4.7.1. NEC Programming Requirements ..................................................... 150
4.7.2. Using the Dialogic® PBX Integration Board..................................... 151
4.7.3. Flexible Line Keys ............................................................................ 153
4.7.4. Function Keys ................................................................................... 157
4.7.5. MIC and ICM LED Indicators .......................................................... 158
4.7.6. Alphanumeric Display....................................................................... 159
4.7.7. Setting the Message Waiting Indicator.............................................. 162
4.7.8. Transferring a Call............................................................................. 164
4.7.9. Primary Appearance Location Note.................................................. 165
Appendix A - Technical Specifications........................................................... 167
Glossary ............................................................................................................ 171
Index .................................................................................................................. 175
5
Dialogic® PBX Integration Board User’s Guide
6
List of Tables
Table 1. Avaya Definity Configuration Example ............................................... 38
Table 2. Avaya 7434 and 8434 LED Indicator States......................................... 42
Table 3. Avaya 7434 and 8434 Direct Key Dialing Strings for Feature Keys... 42
Table 4. Avaya 7434 and 8434 Direct Key Dialing Strings for Function Keys..45
Table 5. 8434 Direct Key Dialing Strings for Display Keys............................... 46
Table 6. Called/Calling Number ID Data for the Avaya Definity ...................... 48
Table 7. ROLMphone 400 LED Indicator States................................................ 56
Table 8. ROLMphone 400 Direct Key Dialing Strings for Feature Keys........... 57
Table 9. Called/Calling Number ID Data for the ROLM.................................... 61
Table 10. Optiset E LED Indicator States........................................................... 70
Table 11. Optiset E Direct Key Dialing Strings for Feature Keys with Hicom
150............................................................................................................... 70
Table 12. Optiset E Direct Key Dialing Strings for Feature Keys with Hicom
300............................................................................................................... 71
Table 13. Called/Calling Number ID Data for the Hicom.................................. 74
Table 14. Phone and PBX Interoperability......................................................... 81
Table 15. Mitel Superset 420/430 LCD Line Indicator States............................ 89
Table 16. Mitel Superset 420 LCD Line Indicators (with SX-50) and Dial
Strings.......................................................................................................... 89
Table 17. Mitel Superset 430 LCD Line Indicators (with SX-200 and SX-
2000) and Dial Strings................................................................................. 90
Table 18. Mitel Superset 420 Direct Key Dialing Strings for Function Keys .... 92
Table 19. Mitel Superset 430 Direct Key Dialing Strings for Function Keys .... 93
Table 20. Mitel Superset 420 Direct Key Dialing Strings for Display Keys...... 96
Table 21. Mitel Superset 430 Direct Key Dialing Strings for Display Keys...... 96
Table 22. Called/Calling Number ID Data for the Mitel Superset...................... 99
Table 23. Norstar Configuration Requirements (DR5)..................................... 105
Table 24. BCM Configuration Requirements................................................... 116
Table 25. M7324 LCD Indicator States............................................................ 122
Table 26. M7324 Direct Key Dialing Strings for Memory Keys...................... 122
Table 27. M7324 Direct Key Dialing Strings for Display Keys....................... 126
Table 28. Called/Calling Number ID Data for the Nortel Norstar.................... 128
Table 29. Called/Calling Number ID Data for the Nortel BCM....................... 128
Table 30. Nortel Meridian 1 Configuration Requirements............................... 140
Table 31. M2616 LCD Indicator States............................................................ 142
Table 32. M2616 Direct Key Dialing Strings for Feature Keys ....................... 143
Table 33. Called/Calling Number ID Data for the Meridian 1 ......................... 146
7
Dialogic® PBX Integration Board User’s Guide
Table 34. DTerm III Series LCD Indicator States ............................................ 153
Table 35. DTerm III Series LCD Indicator States (Upper Nibble)................... 154
Table 36. DTerm Series III Direct Key Dialing Strings for Feature Keys........ 155
Table 37. Function Key Indicators for the DTerm Series III............................ 157
Table 38. Called/Calling Number ID Data for the NEC (DTerm III)............... 161
8
List of Figures
Figure 1. Dialogic® PBX Integration Board Functional Block Diagram............ 33
Figure 2. Avaya 7434 Telephone........................................................................ 40
Figure 3. Avaya 8434 Telephone........................................................................ 41
Figure 4. Siemens ROLMphone 400 .................................................................. 55
Figure 5. Siemens Optiset E Telephone with the Hicom 150............................. 68
Figure 6. Siemens Optiset E Telephone with the Hicom 300............................. 69
Figure 7. Optiset E Message Waiting Display with Hicom 150......................... 78
Figure 8. Mitel Superset 420 Telephone............................................................. 87
Figure 9. Mitel Superset 430 Telephone............................................................. 88
Figure 10. Mitel Superset 420/430 LCD Line Indicator..................................... 91
Figure 11. Mitel Superset 420 Display Keys ...................................................... 94
Figure 12. Nortel M7324 Telephone................................................................. 121
Figure 13. M7324 Display Keys....................................................................... 125
Figure 14. M7324 Message Waiting Display ................................................... 131
Figure 15. Nortel M2616 Telephone................................................................. 141
Figure 16. NEC DTerm Series III Telephone................................................... 152
9
Dialogic® PBX Integration Board User’s Guide
10
1. How to Use This Manual
1.1. Audience
This manual is intended for programmers and engineers who choose to use
Dialogic
telephony application for use on a PBX.
When this manual addresses “you,” it means “you, the programmer,” and when
this manual refers to the “user,” it means an end-user of an application program.
®
PBX Integration Boards and Dialogic® APIs to develop a computer
1.2. Product Terminology
This manual includes information relevant to those choosing to use a Private
Branch Exchange (PBX) or Key Telephone System (KTS) with a Dialogic
Integration Board. A PBX is a privately owned, mini version of a telephone
company’s central office (CO) switch. Grouped with PBXs are KTSs, which are
generally smaller versions of a PBX that provide direct access to CO telephone
lines. For simplicity, the term PBX is sometimes used herein to denote a PBX, a
KTS, or both.
In a PBX environment a line from the CO is called a trunk and a phone is called a
line, extension, or station.
®
PBX
11
Dialogic® PBX Integration Board User’s Guide
1.3. PBX Models Covered in This Manual
This manual currently includes support for the following PBXs and KTSs and
associated telephones:
Manufacturer PBX Hardware Telephone Emulations
Avaya Definity System 75
Definity System G3 Ver. 4
and higher
Mitel SX-50
SX-200
SX-2000
NEC NEAX 2000 IVS, IVS2, IPS
NEAX 2400 IMS
Electra Elite, Electra
Professional 120
Nortel Norstar DR5, CICS, and
MICS
Business Communications
Manager (BCM)
Meridian 1
Siemens ROLM CBX 9005, 9006 and
9715
Hicom 150, North America
and 300, North America
7434 (4-wire)
8434 (2-wire)
Superset 420 (DNIC)
Superset 430 (DNIC)
Superset 430 (DNIC)
DTerm Series III
M7324
M7324
M2616
ROLMphone 400 (RP400)
Optiset E
12
1. How to Use This Manual
1.4. Documentation Conventions
The following documentation conventions are used throughout this manual:
• When terms are first introduced, they are shown in italic text.
• Data structure field names and function parameter names are shown in
boldface, as in maxsec.
• Function names are shown in boldface with parentheses, such as
d42_display( ).
• Names of defines or equates are shown in uppercase, such as T_DTMF.
• File names are italicized and in uppercase, such as D42DRV.EXE.
• Examples included in this manual show data that is stored in an application
buffer. The contents of a buffer are illustrated as follows:
Application buffers are typically 48 bytes long (plus a null). The actual data
(in HEX) is shown in the gray area. The bytes referenced in the example are
shown in boldface.
13
Dialogic® PBX Integration Board User’s Guide
1.5. Dialogic® Voice Hardware Covered by This Manual
The Dialogic® PBX Integration Board voice hardware provides a set of costeffective tools that enable implementation of computerized voice and call
processing applications for PBXs. It provides the basic voice and call processing
capabilities of Dialogic
that can ease integration with supported PBXs. Refer to the Dialogic
Programming Guide for more information on voice and call processing.
®
The Dialogic
PBX integration hardware models covered by this manual include
the following Dialogic
®
• Dialogic
interfaces that can be connected directly to a number of different PBXs.
• Dialogic
D/42JCT-U Board – a 4-channel voice board with station
®
D/82JCT-U Board – an 8-channel voice board with station
interfaces that can be connected directly to a number of different PBXs.
®
D/4x voice hardware, and adds hardware and firmware
®
boards:
®
Voice API
1.5.1. Dialogic
Model names for Dialogic
®
Voice Hardware Model Names
®
Voice boards are based on the following pattern:
D/NNNoRBB-TT-VVV
where:
®
• D/ - identifies the board as Dialogic
voice hardware
• NNN - identifies the number of channels (2, 4, 8, 12, etc.), or relative
size/power measure
• o - 0 indicates no support for call progress analysis; 1 indicates support for
call progress analysis; and 2 indicates PBX support
• R - if present, this represents board revision (D, E, J, etc.)
• BB - bus type (SC or CT)
• TT - telephony interface type (if applicable; valid entries include LS, T1, E1,
BR, U (for universal PBX Interface))
• VVV - ohm value (if applicable; valid entries are 75 and 120)
®
Sometimes this document refers to a group of Dialogic
voice boards rather than
specific models, in which case an “x” is used to replace the part of the model
14
1. How to Use This Manual
name that is generic. For example, D/xxx refers to all models of the Dialogic
®
voice hardware, and D/8x refers to all 8-channel models of the Dialogic® voice
hardware.
1.6. When to Use This Manual
This Dialogic® PBX Integration Board User’s Guide contains information for
those choosing to configure and use specific PBX hardware with Dialogic
Integration Boards. For information about installing hardware, refer to the
Dialogic
information about installing PBX integration software, refer to the Dialogic
System Release Software Installation Guide for your Dialogic
®
PBX Integration Quick Install Card provided with your board. For
®
System Release
Software.
®
PBX
®
1.7. How This Manual Is Organized
Chapter 1 – How to Use This Manual describes the Dialogic® PBX Integration
Board User’s Guide.
Chapter 2 – Introduction to PBXs and KTSs provides a brief description of
Private Branch Exchanges (PBXs), Key Telephone Systems (KTSs), and hybrid
systems.
Chapter 3 – PBX Integration Overview provides information about the voice
and PBX-specific features supported by the Dialogic
as well as a description of the Dialogic
®
Unified API.
®
PBX integration products,
Chapter 4 – PBX Systems contains general descriptions, capabilities, switch
requirements, and direct key dial sequences of the supported PBXs.
Appendix A – Technical Specifications contains technical specifications for the
Dialogic
®
PBX Integration Boards.
Glossary contains a list of definitions for commonly used terms.
Index contains an alphabetical index of features and topics.
15
Dialogic® PBX Integration Board User’s Guide
16
2. Introduction to PBXs and KTSs
A PBX, or private branch exchange, is a telephone system that is usually
installed in a business. It provides service among many extensions within the
business as well as outside lines. Typically, PBXs are used when a large number
of extensions are needed. A PBX can be thought of as a mini version of a
telephone company's central office (CO) switch. Advantages offered by a PBX
include:
• increased efficiency and cost savings because a specific number of CO
telephone lines are shared among a large group of users
• special PBX features
Grouped with PBXs are key telephone systems (KTSs). A KTS is generally a
smaller version of a PBX that also provides direct access to outside telephone
lines (trunks). When you press a "line" key on a KTS you immediately hear a dial
tone from the central office. In contrast, on a PBX system, you have to dial a
digit, usually "9", to get the dial tone from the central office. Typically, KTSs are
used when fewer than 50 extensions are needed. Advantages offered by KTSs
include that anyone in a supported office can answer an incoming call simply by
pressing the correct line button, and that KTSs usually cost less than PBXs.
Systems have been developed that combine PBX and KTS features. These hybrid
systems typically serve up to 100 users and contain some features found only in
PBXs (the ability to use single line phones) and features typically found in KTSs
(hands free announcing and answerback). An example of a hybrid system is the
NEC Electra Professional, which can connect to a maximum of 64 outside lines
and 96 extensions. Some features include least cost routing, call forwarding, call
hold, automated attendant, and caller ID.
As noted above and for simplicity, throughout this manual the term PBX is
sometimes used to denote a PBX, a KTS, or a hybrid system that combines both.
Many PBX systems are digital. In a digital system, both the voice signals and
control information transmitted between station sets within the PBX are sent as
binary data. Analog voice signals received from outside the PBX (usually a CO)
are converted to digital voice data and sent through the PBX. Digital voice data
17
Dialogic® PBX Integration Board User’s Guide
may be sent outside the PBX if outside networks also use digital circuits;
however, they are usually converted back to analog voice signals.
PBXs use control information to instruct their station sets to perform specific
functions such as setting the message waiting indicator and call transfer. This
control information is sent using proprietary digital protocols. A protocol is a set
of rules relating to the format and timing of data transmissions. These protocols
not only contain control information, but also “message” data that can be used to
significantly enhance computer telephony (CT) applications that use PBX call
control elements such as called/calling number ID.
The term “computer telephony” refers to the ability to interact with computer
databases or applications from a telephone. Computer telephony technology
supports applications such as:
• automatic call processing
• automatic speech recognition
• text-to-speech conversion for information-on-demand
• call switching and conferencing
• unified messaging
• voice mail and voice messaging
• fax systems, including fax broadcasting, fax mailboxes, fax-on-demand, and
fax gateways
• transaction processing such as Audiotex and Pay-Per-Call information
systems
• call centers
PBXs can communicate with their station sets using in-band or out-of-band
signaling. In-band signaling is a method used by analog (2500) telephones (e.g.,
calling into a PBX and using DTMF to respond to voice prompts). In-band
signals use the same band of frequencies as the voice signal. This method
provides limited integration because there are no standards and different PBXs
provide varying levels of control.
Out-of-band signaling is used by PBXs to send and receive data from station sets
or a CT computer. This data can include information such as called/calling
number ID. Out-of-band signals do not use the band of frequencies used by the
voice signals. They can be transmitted using the same wires as the telephone set,
18
2. Introduction to PBXs and KTSs
or separate wires (e.g., RS-232). Because of its versatility, out-of-band signaling
is often the selected method.
®
CT equipment comprises a PC containing a Dialogic
a software application. Dialogic
®
PBX Integration Boards and Dialogic® APIs
PBX Integration Board and
enable the creation of applications that are tightly integrated with a PBX and that
can take advantage of call control elements.
Below is a list of PBX features and functions currently supported by Dialogic
®
PBX Integration Boards. Note, however, that KTSs and hybrid systems may
support only some of these features.
• supervised call transfer
• blind call transfer
• caller ID
• called party ID
• positive disconnect supervision
• in-band signaling
• out-of-band signaling
• read display messages
• “press” programmable keys
• message waiting indication
2.1. Supervised Call Transfer
A supervised transfer is a method of transferring an incoming call to another
extension, making use of call progress results (i.e., answered, busy, and ring no
answer). This type of transfer can be likened to the following manual operations:
1. Answer a call.
2. Place the caller on hold.
3. Press the transfer key (hook flash).
4. Dial the destination number.
5. If the destination party answers, hang up (the transfer is complete).
6. If the destination party does not answer, switch back to the caller and provide
choices to leave voice mail, select another extension, or hang up.
19
Dialogic® PBX Integration Board User’s Guide
A supervised transfer can be implemented without a Dialogic® PBX Integration
Board (e.g., using hook flash), but the availability and ease of implementation can
be inconsistent. Choosing to use a Dialogic
®
PBX Integration Board and the
appropriate dial string can enable you to initiate a transfer th e same way for all
supported switches. Also, by choosing to incorporate call progress analysis, you
can be positioned to offer consistent, high-performance call transfer features in
applications. For example, if during the transfer the application detects a busy
signal, the call is automatically sent to a mailbox.
In a supervised transfer, an incoming call answered by a channel on a Dialogic
®
PBX Integration Board will only be transferred after the PBX Integration Board
establishes a connection with another station (the call is not released to the PBX).
If the extension is busy or does not answer, the PBX Integration Board reconnects
to the original call.
2.2. Blind Call Transfer
A blind transfer is initiated the same way as a supervised transfer. However, after
dialing the destination number, the extension performing the transfer hangs up
and does not wait to determine the outcome of the call. The call is released to the
PBX. Blind transfers are used in voice mail applications. A blind call transfer can
be likened to the following manual operations:
1. Answer a call.
2. Put the call on hold.
3. Press the transfer key.
4. Dial the destination number.
5. Hang up.
The call is immediately sent to the new extension. It is up to the PBX to
determine what to do if the transferred call is not answered (because of busy or no
answer). Usually, if a transferred call is not answered it is routed back to the
voice mail system, and eventually to the operator (or an automated attendant).
A benefit offered by blind transfer is that the immediate release to the PBX frees
the voice processing resources to handle new calls rather than being used to
perform call progress. A potential drawback can occur when phone traffic is
20
2. Introduction to PBXs and KTSs
heavy, in which case the application may need to handle a call overflow
condition.
An application can perform blind transfers without special integration tools.
However, if using a Dialogic
®
PBX Integration Board and the Dialogic® Unified
API to access the called number ID from the PBX, the application can
differentiate between:
• a new call coming in that needs to be processed: “Hello and thank you for
calling Dialogic Corporation.”
• a call that was transferred at least once already and is being routed by the
PBX into voice mail: “You’ve reached the desk of Marcia Jones in
Engineering; please leave a message.”
If the call was transferred, the application can use the called number ID to send
the call directly into the appropriate voice mail box, allowing the caller to leave a
message without again having to navigate through a series of menus.
2.3. Caller ID
Caller ID is the identification of the phone number from which a call is placed.
These digits are typically transmitted at the beginning of a call, usually between
the first and second ring.
Although telephone companies provide caller ID service to residential customers,
the scope of such commercially available caller ID is different from the caller ID
feature available with many PBXs. The caller ID from the telephone company is
often referred to as automatic number identification (ANI) and identifies callers
whose numbers are assigned by the telephone company. Caller ID from within
the PBX identifies callers whose telephone extensions are assigned through the
PBX (referred to in this document as “calling number ID”).
Calling number ID from within the PBX system has many business applications.
For example, a voice mail application may use calling number ID to let users
reach individual mailboxes without having to dial extra digits. Other applications
may use calling number ID for screening phone calls, allowing employees to
respond to urgent calls first, as well as for automatic voice message reply, without
making users redial the caller’s extension. Calling number ID can be useful if you
need to know who is calling, and from where they are calling.
21
Dialogic® PBX Integration Board User’s Guide
2.4. Called Number ID
Called number ID is also a feature provided within a PBX system and is usually
combined with the calling number ID. Called number ID is the phone number of
the extension being called. If a call originates from outside the PBX, it is the
number of the trunk receiving the call. The called/calling number ID remains the
same when a call is routed through the PBX system.
For example, if a call has been routed through the PBX because the first intended
extension was not answered or was busy, the final destination answering the call
can determine the extension that called, plus the extension th at was originally
called.
Called number ID can also be used by an application to automatically direct a call
to an appropriate extension or group of extensions based on the number called
(generally the last four digits).
For example, an application may provide specific information about four different
programs through an interactive voice response (IVR) system. Depending on the
phone number being called, the application can route the caller directly to the
desired program:
Program A: 555-1202 (trunk 01)
Program B: 555-1203 (trunk 02)
Program C: 555-1205 (trunk 03)
Program D: 555-1200 (trunk 04)
®
Through use of a Dialogic
PBX Integration Board and the Dialogic® Unified
API, an application can read the called number ID (the trunk line) and route the
call depending on which extension receives the call. If the call is received on
trunk line 01 it will be routed to the extension for Program A. Without access to
the called number ID information, callers would need to listen to a list of prompts
to obtain the four digit extension code to access Program A.
22
2. Introduction to PBXs and KTSs
2.5. Positive Disconnect Supervision
PBX phone systems detect when an outside caller has “hung up” the phone. This
capability allows the PBX to also hang up, completing the disconnection. Once
the call is fully terminated, not only is the phone line available for other calls, but
the phone company’s billing charge for that call ends. One common way in which
a phone or PBX manages call termination is positive disconnect supervision.
In a typical external call scenario (where a call is placed through a CO, not
between extensions of the PBX), the CO detects when the caller hangs up and
then sends a disconnect signal (loop current drop) to the PBX. The PBX is
responsible for detecting and handling the disconnect signal from the CO.
After receiving a disconnect signal from the CO, the PBX may:
• terminate the outside call immediately and send a disconnect message to the
called extension
• send a disconnect message to the called extension and wait for the called
extension to hang up before formally terminating the call
In both cases, a disconnect message, not a loop current drop, is sent to the called
extension. Standard analog voice boards do not interpret disconnect messages
because these messages are usually digital. Dialogic
®
PBX Integration Boards
can, however, detect disconnect messages and send a disconnect event to an
application where it can be used by standard voice programming mechanisms for
handling call termination.
When a call is placed between extensions of the PBX, a disconnect message, not
a loop current drop, is also used to indicate when a caller hangs up. In this
scenario, the application does not know when the caller has hung up and can
receive another call. Dialogic
®
PBX Integration Boards can detect the disconnect
message and send a disconnect event to an application.
Not all PBXs have positive disconnect supervision. Refer to the documentation
for your PBX to determine if your PBX provides this feature.
23
Dialogic® PBX Integration Board User’s Guide
2.6. In-Band Signaling
PBXs may use a method called in-band signaling to control their station sets.
In-band signals use the same band of frequencies as the audio signal; this is
usually accomplished with touch-tone signals. This method provides a limited
amount of integration because there are no standards, and different PBXs provide
varying levels of control. Call progress tones that even similar models send can
vary. This means that applications, even on identical PBXs, would have to be
tuned with each installation.
An example of in-band signaling is transferring a call using the flashhook method
There is no data (e.g., caller ID information) passed along when the call is
transferred.
2.7. Out-of-Band Signaling
Many PBXs use a method called out-of-band signaling to control their station
sets. Out-of-band signals do not use the band of frequencies used by the voice
signals. These PBXs transmit control signals and data that can include
information such as called/calling number ID. Because of its versatility, out-ofband signaling is often the selected method.
2.8. Read Display Messages
Many PBX station sets have an LCD or LED screen that can display messages.
The type of information that is displayed varies with the PBX manufacturer and
the programming capabilities of the switch. Typical information includes:
calling/ called number ID from within the switch, ANI digits from the CO, hook
state, time and length of call, name assigned to the extension, and message
waiting notification. With a Dialogic
can be passed “unprocessed” to the application. This means that the same data
that is sent to the display is captured by the PBX Integration Board.
By capturing the same display messages that a phone set receives, an application
can “see” and “record” the display information. This display information (in
ASCII format) can be useful in CT applications because it enables an application
to know the state of the extension connected to the PBX Integration Board.
24
®
PBX Integration Board, this information
2. Introduction to PBXs and KTSs
Applications used with a PBX that provides ANI digits may process the display
data and use those digits to access related database information.
For applications that choose to use a PBX Integration Board to program the
Nortel Norstar, display data is needed. Because the programming menus and key
functions change at different levels within the PBX software, the only way to
know the current menu options is by having display text available.
2.9. “Pressing” Keys
Station sets typically have Feature Keys that can be programmed to perform
specific functions (e.g., transfer, hold, speaker phone, speed dial, or connect to
trunk lines). Since a Dialogic
®
PBX Integration Board can emulate a station set,
applications can “press” these keys. If the station set can be used to program
Feature Keys, an application can also control the assignment of programmable
keys. For instance, if a specific key must be assigned to the transfer function, you
can include a sequence of “pressing” keys at the start of the application such that
the environment is set correctly.
2.10. Message Waiting Indication
Many PBX systems turn on message waiting lights on station set phones when
messages arrive, and clear the light after messages are retrieved. These tasks can
be handled manually, by an attendant, or be automated through a voice mail
application. Via a Dialogic
®
PBX Integration Board, an application can also
control the state of message waiting indications on other station sets (if this
feature is available on your PBX).
2.11. Automated Attendant
An auto attendant is a device connected to a PBX that answers incoming calls.
After answering, it may perform functions such as playing a greeting, asking the
caller to press a button, or routing the call to the proper destination.
25
Dialogic® PBX Integration Board User’s Guide
26
3. PBX Integration Overview
The Dialogic® PBX Integration Board combines the voice and fax features
available in the Dialogic
PBX features on several different PBXs. The voice features include:
• play and record voice messages
• dial and recognize DTMF digits
• detect and answer incoming calls
• call progress analysis
• send and receive faxes
The PBX-specific features include:
• retrieve Called/Calling number ID
• retrieve LCD/LED prompts and indicators
• read displays
• accessing PBX features using dial strings
• disconnect supervision
®
D/4x product line with the ability to access enhanced
3.1. Voice Features Supported
The Dialogic® PBX Integration Board uses a dual-processor architecture
comprising a DSP (Digital Signal Processor) and a general purpose
microprocessor to handle voice processing functions. This dual processor
approach off loads many low-level decision making tasks from the host computer.
When a PBX integration system is initialized, firmware is downloaded from the
host PC to the firmware RAM and DSP memory on the Dialogic
Integration Board. This downloadable firmware gives the board its intelligence
and enables feature enhancement and upgrades. Based on this, the PBX
Integration Board can perform the following operations on incoming calls:
• automatically control the volume of the incoming audio signal
• record and compress the incoming audio voice signal. Sampling rates and
coding methods are selectable on a channel by channel basis.
®
PBX
27
Dialogic® PBX Integration Board User’s Guide
• detect the presence of tones - DTMF, MF, or an application-defined signal or
dual tone
• perform call progress analysis (CPA) to determine the state of an incoming
call
NOTE: Dialogic
the default routing configuration. For instance, if a voice resource of
a Dialogic
®
PBX Integration Boards only support CPA when used in
®
D/82JCT-U Board is listening to a front end other than
the default (its own), it may return a disconnected result. This is
because these boards support the call progress analysis feature of
dx_dial( ), but only when a board is using the default TDM routing.
In other words, PBX Integration Board voice resources cannot be
used to provide CPA capability for other boards.
For outbound calls, the PBX Integration Board can perform the following:
• play stored compressed audio files
• adjust the volume and speed of playback upon application or user request
• generate tones - DTMF, MF, or an application defined signal or dual tone
®
The PBX Integration Board functions as a Dialogic
specialized PBX circuitry replacing the analog front end. The PBX Integration
Board performs features available on a Dialogic
D/41D Board with
®
D/41D and D/42-xx Board, as
well as emulates phones connected to a PBX. With the D/42-xx PBX Integration
Boards, it is necessary to choose a particular board depending on which PBX you
plan to use. With the Dialogic
®
PBX Integration Board, however, a single board
can work with several different PBXs, with the software configuration selected to
reflect the PBX in use.
®
If recording speech, the Dialogic
PBX Integration Board digitizes it as Pulse
Code Modulation (PCM), Adaptive Differential Pulse Code Modulation
(ADPCM), GSM 610, or G.726. The digitizing rate is selected on a channel-bychannel basis and can be changed each time a record or play function is initiated.
The processed speech is stored on the host PC’s hard disk. If playing back a
stored file, the voice information from the host PC is passed to the PBX
Integration Board where it is converted into analog voice signals for transmission
to the PBX.
The on-board control processor controls the operations of the PBX Integration
Board via a local bus and interprets and executes commands from the host PC.
28
3. PBX Integration Overview
This processor handles real-time events, manages data flow to the host PC to
provide fast system response time, enables reduced PC host processing demands,
processes DTMF and PBX signaling before passing them to the application, and
frees the DSP to perform signal processing. Communication between this
processor and the host PC is via the shared buffer memory that acts as an
input/output buffer and thus can increase the efficiency of disk file transfers. This
shared buffer memory interfaces to the host PC via the PCI bus.
3.2. PBX Integration Features Supported
Dialogic® PBX Integration Boards incorporate both circuitry and firmware to
integrate applications with specific PBXs. The Dialogic
®
Unified API, used with
the PBX Integration Board, enables programmers to more easily develop a single
application capable of supporting multiple manufacturers’ PBXs. The Unified
API also enables applications to access the important digital information sent
between a PBX and its station sets. This information can be useful in a variety of
applications, including Voice Mail and Call Center.
®
3.2.1. Dialogic
The Dialogic
application to function on a variety of manufacturers’ switches. Functioning as an
extension to the standard Dialogic
Unified API
®
Unified API (Application Programming Interface) allows a single
®
Voice API, the Unified API offers a single
design model that allows developers to utilize advanced PBX features (su ch as
called/calling number ID and ASCII display information).
• Called/Calling number ID - usually two sets of digits representing either a
trunk line or an extension. This is not to be confused with caller ID received
from a CO, which provides the telephone number of an outside caller. It is
important for an application to know where a call originated and to what
extension it is intended. If a call is transferred (or “bounced”) through a
PBX, this information may be needed by an application at the final
destination. If it is needed and not present, the originator (if they are still
connected) will have to re-enter the information.
• Retrieve LCD/LED prompts and indicators - Different PBXs have
different types of prompts and indicators that relay status information of the
station set. By capturing and processing this data, an application can “see”
what prompts or indicators have been set.
29
Dialogic® PBX Integration Board User’s Guide
• Read displays - There are many types of information displayed on a phone;
for instance, hook state, messages, features, and other ASCII text. By
capturing and processing this data, an application can “see” what is on the
display. This can help determine the state of the Dialogic
®
PBX Integration
Board. Also, if ANI and DNIS digits are available through the PBX, the CO
caller ID can be obtained. Display data also can be useful when programming
a PBX. Because the PBX Integration Boards allow applications to “press”
buttons, applications can be written to progr am the PBX in th e same way as
using a station set to program the PBX.
®
• Accessing PBX features using dial strings - The Dialogic
PBX Integration
Board allows applications to access features that are available through a
station set. These functions include call transfer, hold, setting the message
waiting indicator, and dialing programmable keys.
• Disconnect supervision - When a PBX detects a hang-up from one of its
extensions, information is passes to the CO, which in turn hangs up.
Typically this is accomplished using a loop current drop. However, if the CO
hangs up first, a loop current drop is sent to the PBX but is not passed to the
station set. Instead, the station set receives a disconnect message. The
Dialogic
®
PBX Integration Board interprets this disconnect message as a loop
current drop event. Not all PBXs support disconnect supervision.
®
Utility functions included in the Dialogic
control the Dialogic
®
PBX Integration Board. Your application can retrieve the
PBX integration channel and board type, obtain and set PBX integration channel
and board parameters, retrieve Dialogic
Unified API allow programmers to
®
D/42 firmware/driver/library version
numbers, and retrieve error information.
®
Using the Dialogic
Dialogic
®
PBX Integration Board is connected enables programmers to create an
Unified API to determine the type of switch to which the
application that can provide specific control for each PBX. Specific control can
be accomplished using dial strings. Some examples are call transfer, call forward,
message waiting light manipulation, and pressing console buttons. The PBX
Integration Board is capable of performing most functions that are available to a
telephone connected to the PBX.
Developers who wish to continue designing switch-specific applications can
choose to do so, as the Dialogic
®
Unified API also provides access to lower-level
function calls made available through each individual switch protocol. And for
30
Loading...