Nortel CTI ToolKit, PeriProducer CTI Toolkit, Peri-IPML V2.1 User Manual

Publication#:

Document Release:

Release Date:

PeriProducer CTI T oolkit User’s Guide

for M1

(Peri-IPML V2.1)

P0606089

1.1 October 17, 2003

PeriProducer CTI Toolkit User’s Guide for M1

Page ii Nortel Networks Confidential # P0606089 Ver: 1.1

Important Notice

Nortel Networks reserves the right to make cha nges in the content s of this publ icat ion including functions and specifications identified herein without notice.

The material contained in this document is intended for Nortel Networks Certified personnel and licensed customers with a non-disclosure agreement or standard contract.

In the absence of a written agreement to the contrary, Nortel Networks assumes no liability for applications assistance, customer’s product/application/concepts, or infringements of patents or copyrights of third parties arising from the use of systems and architectures described herein. Nor does Nortel Networks warrant or represent that any license, either expressed or implied, is granted under any patent right, copyright, or other combina tion of technolo gy, archit ecture, or soft ware as mi ght be or is already in use.

This document should not be reproduced, disseminated, or otherwise disclosed without prior written consent from an officer of Nortel Networks.

This document has been copyrighted by Nortel Networks and may not be duplicated.

Table of Contents

# P0606089 Ver: 1.1 Nortel Networks Confidential Page iii

Table of Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v

Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi

Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi

How To Use This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi

Organization of This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Conventions Used in This Manual . . . . . . . . . . . . . . . . . . . . . . . viii

Solaris and Windows 2000 Conventions . . . . . . . . . . . . . . . . . . . ix

Trademark Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix

Overview of CTI Features . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Overview of CTI Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Toolkit Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

CTI, RSM, TAPI, and TAPISCCS Blocks. . . . . . . . . . . . . . 13

Toolkit Usage for Specific Product Features . . . . . . . . . . . . . . . . 15

Product Features and Resources . . . . . . . . . . . . . . . . . . . . . . 15

Product Features Application Development. . . . . . . . . . . . . 15

Toolkit Installation and Removal Procedures . . . . . . . . . . . 21

Installing and Removing the Toolkit on Windows 2000

Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Link Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Installing the CTI Toolkit. . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Removal of the CTI Toolkit on 2000 . . . . . . . . . . . . . . . . . . 22

Installation of the CTI Toolkit on Solaris Systems . . . . . . . . . . . 23

Link Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Installing the CTI Toolkit. . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Removal of the CTI Toolkit on Solaris . . . . . . . . . . . . . . . . 24

Adding the CTI Folders and Data Cards . . . . . . . . . . . . . . . . . . . 25

CTI Toolkit Blocks Reference . . . . . . . . . . . . . . . . . . . . . . . . 27

CTI Toolkit Blocks Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

CTI Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Configuration Requirements. . . . . . . . . . . . . . . . . . . . . . . . . 28

Folders and Data Cards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Error Condition Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . 28

CTI Toolkit Blocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Agent Function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

CTI Initialize. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Device Parameter Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Set Event Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Telephony Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

PeriProducer CTI Toolkit User’s Guide for M1

Page iv Nortel Networks Confidential # P0606089 Ver: 1.1

Telephony Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

User Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Device Statistics Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Send TAPI Call Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Send TAPI SCCS Call Data . . . . . . . . . . . . . . . . . . . . . . . . . 51

GetTAPIData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

CSTAPILS Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Log Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Example Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Example Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Agent Function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

CTI Initialize . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Device Parameter Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Set Event Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Telephony Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Telephony Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

User Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Device Statistics Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Send TAPI CallData/Send TAPIsccs CallData . . . . . . . . . . . . . . 70

Log Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Example Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Example Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Agent Function CSVAPI Log File . . . . . . . . . . . . . . . . . . . . . . . . 74

CTI Initialize CSVAPI Log File . . . . . . . . . . . . . . . . . . . . . . . . . 74

Set Event Handling CSVAPI Log File . . . . . . . . . . . . . . . . . . . . 75

Telephony Event Data CSVAPI Log File . . . . . . . . . . . . . . . . . . 76

Telephony Request CSVAPI Log File . . . . . . . . . . . . . . . . . . . . . 78

User Data CSVAPI Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Device Statistics Data CSRSM and CSRSMLS Log Files . . . . . 86

Send TAPI Call Data CSTAPI and CSTAPILS Log Files . . . . . 89

Send TAPI SCCS Call Data CSTAPI and CSTAPILS

Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Log Message Example Application Log File . . . . . . . . . . . . . . . 95

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Glossary of CTI Terminology . . . . . . . . . . . . . . . . . . . . . . . 101

Preface

PeriProducer CTI Toolkit User’s Guide for M1

Page vi Nortel Networks Confidential # P0606089 Ver: 1.1

Scope

The PeriProducer CTI Toolkit User’s Gu ide for M1 document provides product descriptions, installation procedures, and usage information for using the CTI Toolkit to develop applications for Nortel Networks Media Processing Server (MPS) platforms.

In this document, Nortel Networks MPS (MPS500 and MPS1000) systems are both referred to as Processing Server (PS) systems or Interactive Voice Response (IVR) systems.

Intended Audience

This document is intended to assist CTI applic at ion developers with using the CTI T oolkit . Knowle dge of conf igurati on settings of eleme nts withi n a Call Center , such as a PBX, and application development is recommended.

How To Use This Manual

This manual uses many standard terms relating to computer system and software application functions. However, it contains some terminology that can only be explained in the context of the MPS system. Refer to the Glossary of MPS Terminology for definitions of MPS specific terms.

Initially, you should read this manual at least onc e, fr om sta rt to fi ni sh. Lat er, you can use the Table of Contents to locate topics of interest for reference and review.

If you are reading this document online, use the cross-reference links (shown in blue) to quickly locate related topics. <L

EFT> click once with your mouse while positioned

with your cursor over the cross-reference link. Click on any point in a Table of Contents entry to move to that topic. Click on the page number of any Index entry to access that topic page.

T o familiar ize yourself with va rious special ized textual ref erences withi n the manual, , see Conventions Used in This Manual on page viii.

Periphonics is part of Nortel Networks. The name Peripho nics, an d varia tions the reof, appear in this manual only where it is referred to in a product. (For examples, a PeriProducer application, the

PERImps package, the perirev command, etc.)

Preface

# P0606089 Ver: 1.1 Nortel Networks Confidential Page vii

Organization of This Manual

This manual is separated into chapters that describe the installation, configuration, and usage of the CTI Toolkit.

Chapter 1 — Overview of CTI Features

A description of the CTI functions and an overview of the PeriProducer CTI Toolkit.

Chapter 2 — Toolkit Installation and Removal Procedures

Detailed instructions for installating and removing the CTI Toolkit on the Windows platform.

Chapter 3 — CTI Toolkit Blocks Reference

Detailed usage instructions for all the CTI Toolkit blocks.

Appendix A — Example Applications

References to example applications that demonstrate the use of each CTI Toolkit block and their major functions.

Appendix B — Example Log Files

Examples of log file output from each of the CTI Toolkit blocks.

PeriProducer CTI Toolkit User’s Guide for M1

Page viii Nortel Networks Confidential # P0606089 Ver: 1.1

Conventions Used in This Manual

This manual uses different fonts and symbols to differentiate between document elements a nd types of information. These c onventions are summarized in th e following table.

Conventions Used in This Manual page 1 of 2

Notation Description

Normal text

Normal text font is used for most of the document.

important term

The Italics font is used to introduce new terms, to highlight meaningful words or phrases, or to distinguish specific term s from nearby text.

system command

This font indicates a sy st em com mand and/or its argume nt s . Suc h keywords are to be entered exactly as shown (i.e., users are not to fill in their own values).

command, condition

and alarm

Command, Condition and Alarm references appear on the screen in magenta text and reference the Command Reference Manual, the PeriProducer User’s Guide, or the Alarm Reference Man ual, respectively. Refer to these documents for detailed information about Commands, Conditions, and Alarms.

file name / directory

This font is used for highlig hting the names of disk directories , files, and extensions for file names. It is also used to show displays on text-based screens (e.g., to show the contents of a file.)

on-screen field

This font is used for field labels, on-screen menu buttons, and action buttons.

A term that appears within angled brackets denotes a terminal keyboard key, a telephone keypad button, or a system mouse button.

Book Reference

This font indicates the names of other publications referenced within the document.

cross refer ence

A cross reference appears on the screen in blue text. Click on the cross reference to access the referenced location. A cross reference that refers to a section name accesses the first page of that section.

The Note icon identifies notes, important facts, and other keys to understanding.

The Caution icon identifies procedures or events that require special attention. The icon indicates a warning that serious problems may arise if the stated instructions are improperly followed.

Preface

# P0606089 Ver: 1.1 Nortel Networks Confidential Page ix

Solaris and Windows 2000 Conventions

This manual depicts examples (command line syntax, configuration files, and screen shots) in Solaris format. In certain instances Windows 2000 specific commands, procedures, or screen shots are shown where required. The following table lists examples of general operating system conventions to keep in mind when using this manual with either the Solaris or 2000 operating system.

Trademark Conventions

The following trademark information is presented here and applies throughout for third party products discussed within this manual. Trademarking information is not repeated hereafter.

Solaris is a tr adema rk or r egist ered trade mark of Su n Micro systems , Inc. in t he United States and other countries.

Microsoft, W indows, W i ndows 2000, Inte rnet Explore r , and the Fly ing W indows logo are either trademarks or registered trademarks of Microsoft Corporation.

Netscape

and Netscape Navigator® are registered trademarks of Netscape

Communications Corporation in the United States and other countries. Netscape’s

The flying Window icon identifies procedures or events that apply to the Windows operating system only.

The Solaris icon identifies procedures or events that apply to the Solaris operating system only.

a. Windows 2000 and the flying Window logo are either trademarks or registered

trademarks of the Microsoft Corp orat ion .

b. Solaris is a trademark or registered trademark of Sun Microsystems, Inc. in the

United States and other countries.

Conventions Used in This Manual page 2 of 2

Notation Description

Solaris Windows 2000

Environment $VPSHOME %VPSHOME% Paths $VPSHOME/common/etc %VPSHOME%\common\etc Command <command> & start /b <command>

PeriProducer CTI Toolkit User’s Guide for M1

Page x Nor tel Networks Confidential # P0606089 Ver: 1.1

logos and Netscape product and service names are also trademarks of Netscape Communications Corporation, which may be registered in other countries.

This chapter covers:

Overview of CTI

Features

1. CTI Description

2. Toolkit Overview

3. Product Features and Resources

PeriProducer CTI Toolkit User’s Guide for M1

Page 12 Nortel Networks Confidential #P0606089 – Ver: 1.1

Overview of CTI Features

The PeriProducer package with Computer Telephony Integration (CTI) Toolkit is a development environment for crea ti ng Interactive Voice Response (IVR) applications to use with the Peri-IPML or PeriICM software. With PeriProducer and the CTI Toolkit, users can create CTI applications without having specific knowledge of the low-level functions of phone systems or IVR programming.

The CTI Toolkit version 2.1.0 is compatible with PeriProducer version 3.0 and above.

CTI and PeriProducer use a graphical user interface (GUI) with icons, drag-and-drop placement, pull-down menus, fill-in-the-blanks data entry, default parameter values, and other features that make application development straightforward. The various application functions are represented with icons (referred to as blocks). The application is constructed by selecting and sequencing the blocks. The completed application is represented by the graphical layout of the blocks both during development and at run time.

The CTI Toolkit is used to create customer-specific applications to interface with the M1-Meridian Link, SCCS Interface (RSM & HDX), and IVR.DLL for the TAPI server. Using the CTI Toolkit , fu nctions from specific swit che s (PBXs) ar e accessible to PeriProducer applications. During the run of an application, PeriProducer executes a function and the system software translates the requests in to a format the P BX can process. Messages from the PBX are translated by the syste m into a format that applications can interpret.

Overview of CTI Features

#P0606089 – Ver: 1.1 Nortel Networks Confidential Page 13

Toolkit Overview

The CTI Toolkit allows access to functions that are specific to CTI programming. These functions are not accessible from the standard PeriProducer Toolkit.

The arrows in the upper right corner of each Toolkit switch between the CTI and the PeriProducer Toolkit (and any other Toolkit installed).

Brief descriptions of the CTI Toolkit blocks follow. Detailed descriptions are in chapter 3, CTI Toolkit Blocks Refe rence. The Per iProducer Toolkit i s descri bed in the

PeriProducer User’s Guide.

CTI, RSM, TAPI, and TAPISCCS Blocks

PeriProducer Too lkit CTI Toolkit

Block Resource Description

$JHQW)XQFWLRQ

CTI Sets the Agent’s state, for example: Login, Ready, Work Not Ready,

Logout, etc. See page 30.

&7,,QLWLDOL]H CTI Initializes handlers for CTI-related conditions. See page 32.

'HYLFH 3DUDPHWHU'DWD

CTI Retrieves all Device Parameter data, based on the Device name (this is

determined by Nortel Networks Certified personnel) and Parameter name, passed as parameters. See page 33.

PeriProducer CTI Toolkit User’s Guide for M1

Page 14 Nortel Networks Confidential #P0606089 – Ver: 1.1

5HJLVWHU'HYLFH

CTI Registers/unregisters a device with CTI resources. This tool is used when

the application needs to receive events for the specified device. See

page 35.

6HW(YHQW +DQGOLQJ

CTI Specifies how events are handled. There are three options:

•

Wait: The application waits until the event occurs. When using

this option, no conditions are generated.

•

CtiCond: The application receives a CtiCond condition when

the event occurs.

•

Ignore: The application ignores the event.

See page 37.

7HOHSKRQ\(YHQW 'DWD

CTI Retrieves the specified event data and places the data into a CTI folder. See

page 40.

7HOHSKRQ\ 5HTXHVW

CTI Answers, initiates, transfer, or releases a call. See page 42.

8VHU'DWD CTI Adds, removes, or retrieves CallData/TLink data from or to a CTI folder.

See page 45.

'HYLFH6WDWLVWLFV 'DWD

RSM Retrieves data for a statistics group, specifically one of "AgentItd",

"AgentMwnd", "ApplicIPtd", "ApplicMwnd", "SkillItd", or "SkillMwnd" based on the Statistics Device name (this is determined by Nortel Networks Certified personnel) and Statistics Group, passed as parameters. See

page 47.

6HQG7$3,&DOO 'DWD

TAPI Sends values in array, CTI.AVCalldata.AVpairs to Resource

Symposium TAPI Server (TAPI). See page 50.

*HW7$3,'DWD TAPI Gets data from Symposium TAPI Server based on Call ID. See page 52.

6HQG7$3,6&&6 &DOO'DWD

TAPISCCS Sends values in array, CTI.AVCalldata.AVpairs to Symposium Call

Center Server TAPI interface (TAPISCCS). Also known as IVR.DLL interface. This block is used only in the DMS SCCS environment. See

page 51.

/RJ0HVVDJH Misc. Prints a message, with TimeStamp, to a log file designated for the

application’s line. See page 53.

Block Resource Description

Overview of CTI Features

#P0606089 – Ver: 1.1 Nortel Networks Confidential Page 15

Toolkit Usage for Specific Product Features

The following sections provide information to determine the best CTI tool(s) to use when designing an application for a particular product feature or resource.

Product Features and Resources

The table below correlates product features, CTI resources, and Toolkit blocks.

Product Features Application Development

The following table shows which Toolkit blocks to use for accessing CTI product features. For each feature, references are made to example applications that illustrate the use of these blocks. Blocks that are part of the standard PeriProducer Toolkit are

Product Feature Resource Toolkit Blocks

Peri-IPML (M1) CTI

$JHQW)XQFWLRQ (page 30) &7,,QLWLDOL]H (page 32 ) 'HYLFH3DUDPHWHU'DWD (page 33) 5HJLVWHU'HYLFH (page 35) 6HW(YHQW+DQGOLQJ (page 37) 7HOHSKRQ\(YHQW'DWD (page 40) 7HOHSKRQ\5HTXHVW (page 42) 8VHU'DWD (page 45)

Call Data Attachment CTI

8VHU'DWD (page 45)

IVR-SCCS (CS-HDX) CTI

8VHU'DWD (page 45)

IVR-SCCS (RSM) rsm 'HYLFH6WDWLVWLFV'DWD (page 47) IVR-SCCS

(IVR-DLL interface)

tapisccs

6HQG7$3,6&&6&DOO'DWD (page 51)

IVR-TAPI tapi

6HQG7$3,&DOO'DWD (page 50)

PeriProducer CTI Toolkit User’s Guide for M1

Page 16 Nortel Networks Confidential #P0606089 – Ver: 1.1

documented in the PeriProducer User’s Guide.

Product Feature / Function / Toolkit Blocks

Example Apps

Peri-IPML/M1 l ink or SCCS

Logon IVR Port

1. &7,,QLWLDOL]Hpage 32

2. (QYLURQPHQW

3. +DQGOH

4. $JHQW)XQFWLRQpage 30

AF-8 (page 57)

Logoff IVR Port (Same as above, followed by another $JHQW)XQFWLRQ.)

AF-8 (page 57)

Retrieve call information such as Current Locati on, Calling Line ID, DNIS, IVR T reatmen t DN, and Call Arrival Time.

Get ANI

1. &7,,QLWLDOL]Hpage 32

2. (QYLURQPHQW

3. +DQGOH

4. $QVZHU

5. 6HW(YHQW+DQGOLQJpage 37

6. 7HOHSKRQ\(YHQW'DWDpage 40

TE-2 (page 63)

Get DNIS

1. &7,,QLWLDOL]Hpage 32

2. (QYLURQPHQW

3. +DQGOH

4. $QVZHU

5. 6HW(YHQW+DQGOLQJpage 37

6. 7HOHSKRQ\(YHQW'DWDpage 40

TE-2 (page 63)

Get IVR Treatment

1. &7,,QLWLDOL]Hpage 32

2. (QYLURQPHQW

3. +DQGOH

4. $QVZHU

5. 6HW(YHQW+DQGOLQJpage 37

6. 8VHU'DWDpage 45

UD-4 (page 68)

Get Arrival Time

1. &7,,QLWLDOL]Hpage 32

2. (QYLURQPHQW

3. +DQGOH

4. $QVZHU

5. 6HW(YHQW+DQGOLQJpage 37

6. 8VHU'DWDpage 45

UD-4 (page 68)

Overview of CTI Features

#P0606089 – Ver: 1.1 Nortel Networks Confidential Page 17

Peri-IPML/M1 link or SCCS (continued)

Perform Consultation Transfer - Initiate and Complete Two Step Transfer. IVR application initiates the transfer, places the caller on hold, and the connects the IVR to the destination DN. When the complete transfer is issued, the caller is connected to the Destination DN and the IVR port is disconnected.

Initiate Two-Step Transfer

1. &7,,QLWLDOL]Hpage 32

2. (QYLURQPHQW

3. +DQGOH

4. $QVZHU

5. 6HW(YHQW+DQGOLQJpage 37

6. 7HOHSKRQ\5HTXHVWpage 42

TR-4 (page 65)

Complete Two Step Transfer (Same as above followed by another 7HOHSKRQ\5HTXHVW.)

TR-4 (page 65)

Perform Blind Transfer (one-step Transfer) – When the transfer is completed, the Caller is connected to the destination DN and IVR is disconnected.

Initiate Blind Transfer

1. &7,,QLWLDOL]Hpage 32

2. (QYLURQPHQW

3. +DQGOH

4. $QVZHU

5. 6HW(YHQW+DQGOLQJpage 37

6. 7HOHSKRQ\5HTXHVWpage 42

TR-2 (page 65)

Perform Consultation Conference - Initiate and Complete Conference. IVR application initiates the conference, places the caller on hold, and connects the IVR to the destination DN. When the complete conferenc e is is sue d, the ca lle r is conn ec ted to the Desti nation DN and the IVR port.

Initiate Conference

1. &7,,QLWLDOL]Hpage 32

2. (QYLURQPHQW

3. +DQGOH

4. $QVZHU

5. 6HW(YHQW+DQGOLQJpage 37

6. 7HOHSKRQ\5HTXHVWpage 42

TR-3 (page 65)

Complete Conference (Same as above followed by another 7HOHSKRQ\5HTXHVW.)

TR-3 (page 65)

Retrieve held Call by a Consultation Transfer or Consultation Conference.

Hold Call

1. &7,,QLWLDOL]Hpage 32

2. (QYLURQPHQW

3. +DQGOH

4. $QVZHU

5. 6HW(YHQW+DQGOLQJpage 37

6. 7HOHSKRQ\5HTXHVWpage 42

TR-5 (page 65)

Retrieve Call (Same as above followed by another 7HOHSKRQ\5HTXHVW.)

TR-5 (page 65)

Product Feature / Function / Toolkit Blocks

Example Apps

PeriProducer CTI Toolkit User’s Guide for M1

Page 18 Nortel Networks Confidential #P0606089 – Ver: 1.1

IVR-SCCS (CS-HDX links to SCCS for M1/DMS100)

The HDX (Host Data Exchange) interface sends info rma tio n to CSDA and waits for CSDA to return information related to the sent information. For example, the SCCS can send an account number to CSDA, and CSDA returns a skillset relevant to that account type.

Receive Call Data from SCCS (Total Call Count/Average Wait Time)

1. &7,,QLWLDOL]Hpage 32

2. (QYLURQPHQW

3. +DQGOH

4. 'LVFRQQHFW

5. $JHQW)XQFWLRQpage 30

6. $QVZHU

7. 6HW(YHQW+DQGOLQJpage 37

8. 8VHU'DWDpage 45

UD-3 (page 68)

Send Call Data (Skills) to SCCS

1. &7,,QLWLDOL]Hpage 32

2. (QYLURQPHQW

3. +DQGOH

4. 'LVFRQQHFW

5. $JHQW)XQFWLRQpage 30

6. $QVZHU

7. 6HW(YHQW+DQGOLQJpage 37

8. 8VHU'DWDpage 45

UD-3 (page 68)

IVR-SCCS (IVR-DLL Interface)

Provides application data to SCCS from IVR system.

Send Call Data to SCCS/IVR.DLL

1. &7,,QLWLDOL]Hpage 32

2. (QYLURQPHQW

3. +DQGOH

4. 'LVFRQQHFW

5. $JHQW)XQFWLRQpage 30

6. $QVZHU

7. 6HW(YHQW+DQGOLQJpage 37

8. 6HQG7$3,6&&6&DOO'DWDpage 51

ST -1 (page 70)

IVR-SCCS (CS-RSM links to SCCS for M1)

Provides Skillset, Applicat ion, Agent Statisti cs from SCCS to the IVR appl ication. Info rmatio n flow is one way, from the SCCS to the IVR application.

Receive Skill Stats from SCCS/RSM

1. &7,,QLWLDOL]Hpage 32

2. (QYLURQPHQW

3. +DQGOH

4. 'LVFRQQHFW

5. $JHQW)XQFWLRQpage 30

6. $QVZHU

7. 6HW(YHQW+DQGOLQJpage 37

8. 'HYLFH6WDWLVWLFV'DWDpage 47

DS-1 (page 69)

Product Feature / Function / Toolkit Blocks

Example Apps

Overview of CTI Features

#P0606089 – Ver: 1.1 Nortel Networks Confidential Page 19

IVR-TAPI (TAPI Server CSTAPI Links for M1)

IVR T API allo ws IVR a pplic ations to send c all da ta t o TAPI server fo r scree n pop s. It uses t he IVR.DLL socket inte rface. T he IVR applicati on atta ches Ca ll Da ta t o the D N using cstapils process. The IVR Applications sends Call Data Attachment Request to cstapi and then from cstapi to cstapils. cstapils does not store the request, it creates an IVR Caller Data message and sends it to the TAPI Server. The Call Data is stored in the TAPI Server until SCCS has routed the c all to an agen t. The data flow is on e way, from the IVR app lication to the TAPI Server.

Send Call Data to Symposium TAPI Server/IVR.DLL

1. &7,,QLWLDOL]Hpage 32

2. (QYLURQPHQW

3. +DQGOH

4. 'LVFRQQHFW

5. $JHQW)XQFWLRQpage 30

6. $QVZHU

7. 6HW(YHQW+DQGOLQJpage 37

8. 6HQG7$3,&DOO'DWDpage 50

ST -1 (page 70)

Product Feature / Function / Toolkit Blocks

Example Apps

PeriProducer CTI Toolkit User’s Guide for M1

Page 20 Nortel Networks Confidential #P0606089 – Ver: 1.1

This chapter covers:

Toolkit Installation and

Removal Procedures

1. Install ation of the CTI T oolkit for W indows 2000 and Solaris

2. Removal of the CTI Toolkit for Windows 2000 and Solaris

3. Adding the CTI Folders and Data cards

PeriProducer CTI Toolkit User’s Guide for M1

Page 22 Nortel Networks Confidential # P0606089 Ver: 1.1

Installing and Removing the Toolkit on Windows 2000 Systems

Installation of t he CTI Toolkit on a Windows 2000 syste m can onl y be pe rf ormed by a user with Administrator privileges.

Link Server Configuration

First, the 2000 server running the Peri-IPML, Peri-ICM, IVR TAPI, and IVR SCCS (or Link Server) must have the latest patches installed. The file

PERIrel5Patch_Bundle_XX.exe contains the required patches (where XX

denotes the latest patch bundle) and is found on the CD in the

Patches-nt

directory.

Next, the

vrc.vrp and services files, located on the Link Server must be the

same as the

vrc.vrp and services files on all the MPS systems. For detailed

instructions describing how to copy the

vrc.vrp and services files to the Link

Server, see the MPS Interface to M1 document.

Finally, the machine(s) running the PeriProducer application development tool must contain the latest PeriProducer patch(es) (which includes the

ppro.conf file).

Installing the CTI Toolkit

Perform the following steps:

1. Insert the CD into the drive. Locate and open the

PERIctitk-nt

directory.

2. Click

Setup.exe to run the installation.

3. When the Installation Complete message appears, the CTI Toolkit

installation process is finished.

To use the CTI Toolkit, s tar t Peri Pro duce r. Then cl ick the left arrow in the upp er r ig ht hand corner of the Toolkit window until the CTI Toolkit becomes active.

Removal of the CTI Toolkit on 2000

You do not need to uninstall the previous Toolkit before installing a new version on 2000 systems. When upda ting the CTI To olkit on a 2 000 syste m, any pr evious Toolk it program and configuration files are automatically overwritten by the new version. (PeriProducer application and

vex files are preserved.)

To remove the CTI Toolkit:

1. Open the Windows Control Panel and launch the Add/Remove Programs

utility.

2. Highlight

PERIctitk and click ADD/REMOVE.

Toolkit Installation and Removal Procedures

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 23

3. Confirm the uninstallation by clicking Yes.

4. When the message "Uninstall sucessfully completed" appears, the CTI

Toolkit is uninstalled. Click OK.

Installation of the CTI Toolkit on Solaris Systems

Installation of the CTI Toolkit on a Solaris system can only be performed by a user with superuser privileges .

When updating the CTI Toolkit on a Solaris system, existing Toolkit program and configuration files are not automatically overwritten. It is necessary to explicitly uninstall the previous Toolkit when installing a new version on Windows systems. (See Removal of the CTI Toolkit on Solaris on page 24.)

Link Server Configuration

First, the server running the Peri-IPML, Peri-ICM, IVR TAPI, and IVR SCCS products (referred to as the "Link Server"), must have the latest patches installed.

Next, the

vrc.vrp and services files, located on the Link Server must be the

same as the

vrc.vrp and services files on all the VPS/is systems. F or detailed

instructions describing how to copy the

vrc.vrp and services files to the Link

Server, see the MPS Interface to M1 manual.

Finally, the machine(s) running the PeriProducer application development tool must also contain the latest PeriProducer patch(es) (which includes the

ppro.conf file).

Installing the CTI Toolkit

To install the CTI Toolkit on a Solaris system, use the FTP uti l it y to copy the package from the CD of Windows 2000 machine to the Solaris machine.

1. From a DOS prompt on a Windows 2000 machine,

cd to the

PERIctitksolaris directory on the CD.

2. Enter

ftp hostname (where hostname is the name of the Solaris node)

3. Change the directory to:

temp

4. Enter bin

5. Enter put PERIctitk.tar.Z (for the package)

6. Issue the following commands (as shown below) to uncompress and untar

the

PERIctitk-solaris package:

pkginfo | grep PERIctitk uncompress PERIctitk.tar.Z tar -xvf PERIctitk.tar

PeriProducer CTI Toolkit User’s Guide for M1

Page 24 Nortel Networks Confidential # P0606089 Ver: 1.1

The monitor will show several screens of output. Wait for the command prompt to return.

7. Enter

pkgadd -d . PERIctitk to install the CTI Toolkit. The monitor

will show several screens of output.

8. The following confirmation message will appear:

Do you want to continue with the installation of <PERIctitk> [y,n,?] y

Enter Y

9. After the pa ckage is installed, the following message appea r s:

Installation of <PERIctitk> was successful.

10. Reboot the machine.

11. Enter the following command to ensure the CTI Toolkit exists on the

system:

pkginfo | grep PERIctitk

The following message should appear:

application PERIctitk CallSPONSOR CTI PERIPRO TOOLS

Removal of the CTI Toolkit on Solaris

Perform the following steps to uninstall the CTI Toolkit from a Solaris system.

1. Enter the following command to remove the CTI Toolkit from the system:

pkgrm PERIctitk

2. One or more confirmation messages such as the following will appear:

Do you want to remove this package? y

Enter Y to all confirmation prompts.

3. The following message should appear:

Removal of <PERIctitk> was successful.

Toolkit Installation and Removal Procedures

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 25

Adding the CTI Folders and Data Cards

To manipulate data with the blocks of the CTI Toolkit, the CTI folder must first be installed. The CTI folder is a hierarchy of folders, subfolders, and data cards that are used to transfer data to and from CTI specific resources.

The include folders path is determined by the environment variable PPROPATH, which is automatically set during installation. PPROPATH contains a list of directory names separated by semicolons. The directories are searched in the order they are listed.

Before adding the CTI folders, modify the PPROPAT H variable to include the $

PPROHOME/ctitools and $PPROHOME/ctitools/folders directories.

To view the current PPROPATH value, issue the following command:

echo $PPROPATH

The CTI.resource data card defaults to cti. If the CTI resource nam e is cti, the CTI.resource data card does not have to be changed. Otherwise, the CTI.resource

data card ha s to be set to the name of the CTI res ource.

Gencti is useful if the CTI

resource name (VAPI’s service name) is different.

To import the CTI folder:

1. Click the Folders... bu tton i n the Toolkit window to display the Manage

Data Folders window. System is the default folder.

2. Add a CTI folder: a. Remove

System from the Name field and type CTI.

PeriProducer CTI Toolkit User’s Guide for M1

Page 26 Nortel Networks Confidential # P0606089 Ver: 1.1

b. Click

INCLUDE FILES and ADD to expand the CTI folder. CTI is

shown as the parent folder in the Available Folders panel.

3. Double-click on

CTI to displ ay the lower-level CTI entries in the

Current Folder panel.

This chapter covers:

CTI Toolkit Blocks

Reference

1. CTI Toolkit

2. CTI Blocks

3. RSM Block

4. TAPI Block

5. TAPISCCS Block

PeriProducer CTI Toolkit User’s Guide for M1

Page 28 Nortel Networks Confidential # P0606089 Ver: 1.1

CTI Toolkit Blocks Reference

This chapter describ es the f uncti ons of e ach CTI Tool kit bl ock. For mor e inf ormati on, see Example Applications on page 56 and Example Log Files on page 74.

CTI Programming

Configuration Requirements

The following pertains to the development of PeriProducer CTI applications. See the MPS Interfa ce to M1 manual for specific information about software configuration.

• To allow the ACD (M1 or SCCS) to transfer a call to an IVR port, that IVR phone line must be configured in the switch as an agent phone.

• To allow call transfers to a live agent, the agent's ph one li ne also has to be set up in the switch and/or SCCS to be part of an ACD queue or CDN (but usually a different ACD queue or CDN than is used for IVR ports).

• All CDNs, queues, and IVR port agent phones must be register ed in the IP ML using the Periview IPML Configuration tool as Agent Position IDs.

Folders and Data Cards

The following symbols indicate how data for each parameter is transferred within each CTI block.

Although informat ion gathe red fro m calls is stor ed in s ystem fol ders, Nort el Networ ks recommends that critical information be copied to local folders and data cards to ensure that the data is not overwritten by other operations.

Error Condition Handling

Typically, when a block is executed, it makes data requests of the switch or SCCS system. If a request succeeds, the application receives an

oc (output complete)

condition. If a request fails, the application receives an

of (output failure) condition.

These conditions are generated from CSVAPI for the set of CTI blocks, or from CSTAPI for the two TAPI blocks. Normally, both the

oc and of conditions are

handled internally. However, they can be handled explicitly at the discretion of the application developer.

Signifies that data is being sent to a data card.

Signifies that data is being received from a data card.

CTI Toolkit Blocks Reference

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 29

You can also use a CTI.Status data card to determine whether a request succeeds or fails. Afte r a block is executed, the value of the CTI.Status data card is assigned the value 0 if the block’s execution was successful, or is set to a non-zero value if there was a problem. Normally, applications must only check the value of CTI.status to determine the success or failure of an operation such as transferring a call, receiving data, etc.

In the case of a general failure (one which is not a direct result of executing a particular block), a

ctifail condition can be asynch ronousl y genera ted. In gen era l,

it is recommended that the application explicitly handle the

ctifail condition.

Generally speaking, requests can fai l for different re as ons. The most common incl ude :

• unavailable resources

• invalid parameter specifications in a block

• timer expiration.The maxi mum a mount of time that an app li cat i on wa it s for a

response is determined by the value of the Environment block variable

vpsrcvtime. If a request times out, the application receives a vrto

condition (instead of

of). This is another condi tion that the application should

handle.

• unregistered ports. The ports used to run an IVR application or Agent phone

have to be registered using the IPML Configurator. The switch and/or SCCS must be configured properly to identify Agent Position IDs and CDNs.

• invalid configuration file entries. To use the functions in the CTI Toolkit, the

IPML packages must be properly configured by following the procedures in the MPS Interface to M1 publication. The following are some configuration essentials that should be verified if particular blocks produce problems when executed:

• CTI blocks— Use the IPML Configurator to set up communications between CSVAPI and VMS, CSVAPI and TLS, and TLS and SCCS (or the switch).

• TAPI blocks— Use the IPML Configurator to set up communications between CSTAPILS and VMS, CSTAPI and CSTAPILS, and CSTAPILS and the Symposium TAPI server.

• RSM block— The configuration files mus t be set up to allow communications between CSRSM and VMS, CSRSM and CSRSMLS, and TLS and SCCS (or the switch). Skill levels, agent names, and application (SCCS script names) must be entered in IPML Configurator in PeriView.

PeriProducer CTI Toolkit User’s Guide for M1

Page 30 Nortel Networks Confidential # P0606089 Ver: 1.1

CTI Toolkit Blocks

The Agent Function block outputs two parameters:

1. Agent request: Assigns a value from CTI.Requests.Agent. Applicable values for this field are under the Agent folders menu. To set the Agent request field:

• Set the agent state to

AgentSetLogon to log on to the ACD and start

the agent's work period. (Only one logon is required at IVR application startup or whenever the CTI resource has been reacquired.)

• Once the logon process is s uccessful , the IVR port must be changed to the

ready state. The switch can be setup to have the IVR port go ready by default.

• Before any calls can be received, the phone line has to be set to

MakeReady.

• Set the state to

AgentSetWorkNotReady to allow the agent to ta ke a

break. When the agent is ready to return to work, set the state to

AgentSetWorkReady.

• Finally, at the end of the work period, set the state to

MakeNotReady

and then

AgentSetLogOff.

2. Agent id: The agent ID should be assigned the position ID of the phone line. The only applicable value for the Agent id field is a character st ring.

Agent Function

The Agent Function block sets the state of an agent phone, which is either a live agent or an IVR application running on the IVR port.

+ 78 hidden pages

Nortel CTI ToolKit, PeriProducer CTI Toolkit, Peri-IPML V2.1 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual