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

Download

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.

CTI Toolkit Blocks Reference

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 31

Keep in mind the following when using the Agent Function block:

• When any of these agent state change requests are used, a message is sent to

the CTI resource (CSVAPI process). F or each different request, the message sent to CSVAPI reads the same, but with CtiFunction and Set Wait Event values for t hat particular f unction. The following table shows these values.

• The CTI.status data card is the only value in the CTI folder that is affected by

this CTI Toolkit block. CTI.status is set to 0 if the request is successful and set to 1 if the request fails.

• The Agent Function bl ock requ ir es prio r use of th e CTI Initialize block (see

page 32) block to obtain the

CTI resource.

• For examples of applications that use t his bl ock, see Agent Function on page

56.

• For example log files showing the internal functions of this block, see Agent

Function CSVAPI Log File on page 74.

CTI Function

SetWaitEvent (what VENGINE waits for as an indicator of success)

AgentSetLogon LoggedOn AgentSetLogOff LoggedOff MakeReady Ready MakeNotReady NotReady AgentSetWorkNotReady WorkNotReady AgentSetWorkReady WorkReady

PeriProducer CTI Toolkit User’s Guide for M1

Page 32 Nortel Networks Confidential # P0606089 Ver: 1.1

CTI Initialize should always be one of the first blocks of the application because it

sets up conditio n ha ndling for the rest o f t he application. It o nly has to be called again if the application has terminated or freed the

CTI resource.

CTI Initialize sends a mes sage to an y of se veral CSVAPI services to reserve memo ry

for managing CTI events and requests for the IVR port the application is running on. For each resource request, the message sent is the same, but appears only in the appropriate log file for services such as CSRSM, CSTAPI, CSVAPI (CTI), and so on.

The only output generated by CTI Initialize is the condition handlers set up for the

ctiup/ctidown conditions.

There are certain input values that have to be assigned in the CTI folder structure in order for the CTI Initialize block to acquire resources:

The CTI.Resource.Status folder values are affected by CTI Initialize. The values are set to True if the request to get a resource succee ds and set to False if that request fails. If they are not set to False to start with, CTI Initialize does not change them.

For examples of applications that use this block, see Appendix Example

Applications—CTI Initialize on page 58. For example log files showing the internal

functions of this block, see Appendix Example Log Files—CTI Initialize CSVAPI

Log File on page 74.

CTI Resource Status Indicator Usage

CTI.ResourceStatus.TIIsOk not used CTI.ResourceStatus.CSrouterIsOK not used CTI.ResourceStatus.CSRsmIsOk not used by RSM block CTI.ResourceStatus.CSTAPISccsIsOk not used by TAPISCCS bloc k CTI.ResourceStatus.CSSentryIsOk not used CTI.ResourceStatus.CSTapiIsOk not used by TAPI block CTI.ResourceStatus.CSTIsOk must be set to false to hav e the

CTI Initialize block

reserve the resource

CTI Initialize

The CTI Initialize block sets handlers for the ctiup,

ctidown, and cticond conditions. This block also

acquires any

CTI resource required by the application.

The CSRSM, CSTAPI, and CSTAPISCCS processes do not need to useCTI Initialize since their respective blocks (Device Statistics Data,

Send TAPI Call Data, and Send TAPI SCCS Call Data) get and free the

appropriate resources. However, when using any of the other blocks in the CTI Toolkit (i.e., those that have an italicized cti in the lower left corner of the bl ock icon), the application has to execute CTI Initialize to acquire the resource.

CTI Toolkit Blocks Reference

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 33

The Device Parameter Data block has two parameters:

• Device Number: Specifies a value (usually a DN) on which this CTI block

is to report. Valid values for this field are the numb ers of registered devices relevant to the application’s requirements, such as agent IVR ports regi stered in the IPML Configurator.

• Param Name: Use one of the nine constants in the

CTI.Requests.DeviceParams folder to specify the particular information required. (S elect the value fr om the DeviceParams menu.)

Device Parameter Data

The Device Parameter Data block acquires information (often switch specific) from a specified telephony device connected to the switch.

PeriProducer CTI Toolkit User’s Guide for M1

Page 34 Nortel Networks Confidential # P0606089 Ver: 1.1

Each of the parameter names cause s a dif ferent mess age to be sent to CSVAPI requesting information from the CSDA service. For each request, the CtiFunction parameter is set to

getdeviceparam, and the device and

specific parameter are set to values passed into the Device Parameter Data block. These values are:

The following is impor tant info rmation per taining t o the use of the Device Parameter

Data block:

• The CTI.status data card value is affected by this block. It is set to 0 for success an d 1 for failure. O ther areas that may get written to are the CTI.EventData.paramname and the CTI.EventData.paramvalue including the CTI.EventData.tlinkdata.datakey() and CTI.EventData.tlinkdata.datavalue() arrays.

• To use the Device Parameter Data block in an application, the CTI

Initialize block (see page 32) block has to be used first to obtain the CTI

resource. Also the Set Event Handling block (see page 37) is used to wait for a connecti on to be establish ed to guarantee that data is available.

• For examples of applications that use this block, see Appendix Example

Applications—Device Parameter Data on page 58.

• ACDGroupStatus

• AgentBreakTime

• AgentID

• AgentLogonTime

• AgentMode

• AgentTalkTime

• AgentTimeInMode

• AgentWorkTime

• CallerETA

CTI Toolkit Blocks Reference

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 35

This block sends a r egister/unregister m es sage to the CTI resource to reserve mem or y for the specified DN. The request includes a DN, a device type, and whether to register or unregister it .

The Register Device block has three parameters:

• Register DN request: assigned either CTI.Requests.Registration.

from the Registration menu:

• Destination number:

specifies the destination number to register or unregister. The only applicable value for the Destination number field is a character string.

The Register Device block registers or unregisters a destination number (DN). A DN must be registered before any other CTI Toolkit operations can be performed using that DN.

PeriProducer CTI Toolkit User’s Guide for M1

Page 36 Nortel Networks Confidential # P0606089 Ver: 1.1

• Device Type To Register: specifies the type of device you are registering.

The following is important information pertaining to the use of the Register Device block:

• The calling application obtains the CTI resource via the CTI Initialize block (see page 32) block or the Resource block. No other blocks are needed befo re

• Use the Register Device block as one of the first blocks of the application.

• Call this block only to re-register the DN if th is application (or another) has

unregistered the DN.

• The CTI.Status value is set to 0 for success and 1 for failure.

• For examples of applications that use this block, see Appendix Example

Applications—Register Device on page 58.

• For example log files showing the internal functions of this block, see Appendix Example Log Files—Reg ister Device CS VAPI Log File on page

74.

CTI Toolkit Blocks Reference

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 37

The Set Event Handling block has two parameters:

• Event: Assign a value to this field from CTI.Constants.Events folder,

which is accessed from the Events menu.

• Application Event Handling: Use any of the type of methods of handling

an event as defined in the CTI.Requests.SetEventType folder, which is accesed from the SetEventType menu.

Set Event Handling

The Set Event Handling block controls the re sponse of an IVR application to the events coming from the switch for the agent-IVRport on which the application is running. Use this block to synchronize event handling between an IVR application and resources.

PeriProducer CTI Toolkit User’s Guide for M1

Page 38 Nortel Networks Confidential # P0606089 Ver: 1.1

The SetWaitEvent, SetIgnoreEvent and SetCtiCondEvent functions can be performed for the any of the available events:

AgentEvents, All, CallData, Dequeued, CallCleared, CallEvents, Conferenced, Dialing, Forwarding, Held, Established, LoggedOff, LoggedOn, NotReady, Queued, Ready, Retrieved, Ringing, RouteRequest, ServiceComplete, ServiceInitiated, Transferred, WorkNotReady, and WorkReady.

The following is important information pertaining to the use of the Set Event

Handling block:

• The Set Event Handling block is often used to synchronize the application and the Answer block with CSVAPI. Many of the Example Applications listed in Appendix A show ho w this block ca n be used to wait for the call to be established after the application "falls out" of the Answer block. Depending on the situation, the waiting event could also be ringing, which allows all other subsequent data or telephony requests to the CTI resource to function properly.

• It is generally best if the first use of Set Event Handling in the application ignores all events, thus clearing the wait conditions of anything leftover from a previous call.

• The CTI resource must be obta ine d via t he CTI In itial ize b loc k (see page 32) before Set Event Handling is executed.

• Depending on the parameter specified in the Application Event Handling field, the a pplication may receive either a

vrto or cticond condition. The

application can eit her a sk CSVAPI to send a

CTI condition when i t rec eives a

particular event or (as is usually done) the application waits until a needed event occurs or until the

vpsrcvtime value times out with a vrto error . If

CTI condition is used, the application must handle the condition

appropriately. Handling of conditions is essential if SetCTICondEvent is specified in the Application Event Handling field.

• The CTI.status p arameter is set t o 0 if the reques t i s successful and set to 1 if the request fails.

• In the event that an applicat ion’s request comes to the VAPI before it receives any events from the switch, synchronize the application’s requests with the call’s events by doing the following:

a. Answer the call. b. Get CTI resources. c. Use SetWaitEvent on an

Established event.

d. Retrieve the

EventData or perform the AttachData.

• SetWaitEvent is useful when the applicaiton’s execution has to be synchronized with even ts. The applicat ion’s execution will pause at this block until it is notified that the event occurred (or until a condition occurs). For example:

• If the application is setting an Agent to a Ready state using the Agent

CTI Toolkit Blocks Reference

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 39

Function block, it might set a Wait block for the Ready event, and only then assume that the Agent is Ready.

• If the application originates a call using the Te le phony Reques t block (see page 42), it can set a Wait block for an established event and then proceed because the agent is in the Ready state.

• A Set Event Handling block is used to request a CTI condition when a

certain event occurs. After a specified time, the application proceeds with execution. If the specified event occurs, a CTI condition is sent to the application. To find out what generated the condition, check the value of System.ConditionData, which is a string consisting of the causal event and possible additional data (depending on the event). This is useful when the application has to respond to an even t as ynchronously and not wait for it. For example, if the application initiates a call, it can set a CTI condition for a

CallCleared event so it can proceed wit h execut ion, and be not ifie d when

the call is cleared.

• For examples of applications that use this block, see Appendix Example

Applications—Set Event Handling on page 59.

• For example log files showing the internal functions of this block, see Appendix Example Log Files—Set Event Handling CSVAPI Log File on

page 75.

PeriProducer CTI Toolkit User’s Guide for M1

Page 40 Nortel Networks Confidential # P0606089 Ver: 1.1

Telephone data types is the only parameter in thi s CTI block. It s value is assigned from the CTI.Requests.EventData folder, which is accessed from the EventData menu. .

Four types of event data ca n be ret riev ed usin g this CTI bloc k: the e nt ire event re cord, DNIS, ANI, or ETA. If the whole event record is requested, it may include any of the following, depending on availability: (

agentid, agentstate, ani,

attributedata (a structured array[folder] that includes Key, Value and Level in

each of 40 elements),

callid, calldata (a structured array[folder] that includes

datakey and datavalue in each of 40 elements),

csrsmstatdata (a structured

array[fold er] that includes datakey and datavalue in each of 40 elements),

devicelist (a structured array[folder] that includes device in each of 40

elements),

dnis, eta, othercallid, otherdevice, paramname,

paramvalue, qtime, route, status, thisobjectkey, thispathkey, tlinkdata (a structured array[folder] that includes datakey and datavalue in each

of 40 elements) and

tlservername.

Telephony Event Data

The Telephony Event Data block obtains specific event data for the IVR application running on the IVR port.

CTI Toolkit Blocks Reference

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 41

The following is important information pertaining to the use of the Telephony Event

Data block:

• This block requires several prerequisites. The CTI Initialize block (see page

32) or the Resource block must be used to first obtain the CTI resource. The

IVR application has to be Logged In to the Queue or CDN. Also the Set

Event Handling block (see page 37) should be used to wait for

Established to guarantee that the data is available to be retrieved. Set

Event Handling is best used right after the call is answered to synchronize

the CTI services and their data stores with the actual phone device state. The usual state to wait for is

Established.

• The CTI.status parameter is set to 0 if the request is successful. It is set to 1 or 9 if the request fails. Also, various parts of the CTI.EventData folder can be written to based on the data ret ri eved from the specifi ed Telephone data type.

• For examples of applications that use this block, see Appendix Example

Applications—Te lephony Event Data on page 63.

• For example log files showing the internal functions of this block, see Appendix Example Log Files—Telephony Event Data CSVAPI Log File on

page 76.

PeriProducer CTI Toolkit User’s Guide for M1

Page 42 Nortel Networks Confidential # P0606089 Ver: 1.1

The Telephony Request block has two parameters:

• Call Processing Request: This field indicates the desired call processing

operation. Valid values are selected from the Telephony menu.

• Destination number: This

field specifies the phone number of the destination for the desired operation (selected in the Call Processing Request field). The destination number is entered as a character st ring.

• There are 12 possible functions that this block can request IPML to perform on

behalf of the IVR application. Some functions require that the Destination

Telephony Request

This block makes requests to the switch to perform telephony actions on behalf of the IVR application running on the IVR port.

CTI Toolkit Blocks Reference

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 43

number parameter be assigned to a valid DN while others do not. The table below shows how it works:

Call Processing Request

Description

AnswerCall • CTI.Requests.ThisDevice is assigned to the DN for the

IVR-agent port.

• CTI.Requests.CallID i s set to the cal l ID as obtai ned from a Telephony Event Data request.

• The Destination number parameter is assigned spaces.

BlindTrans fer The Destination Num ber for the bli nd transfer to send t he call to

(from the current IVR-agent port) must be placed in the Destination number parameter part of the CTI block.

ClearCall The Destination number part of the CTI block par ameter is

assigned spaces.

CompleteConference • No parameters or CTI folder values are used.

• The Destination num be r p art of the CTI block param ete r is assigned spaces.

CompleteTransfer • No parameters or CTI folder values are used.

• The Destination num be r p art of the CTI block param ete r is assigned spaces.

ConsultationConference The Destination Number for the consultation conference must

be placed in the Destination number parameter part of the CTI block.

Consultati onTransfer The Destination number parameter part of the CT I block is

assigned the number to which transfers are made.

InitiateConference The Destination number parameter part of the CTI block is

assigned the number to which conferences are connected.

InitiateTransfer The Destination number parameter part of the CTI block is

assigned the number to which transfers are made.

HoldCall The Destination number parameter part of the CTI block is

assigned spaces.

MakeCall • CTI.Requests.ThisDevice is assigned to the DN for the

IVR-agent port.

• The Destination number parameter part of the CTI block is assigned the number to make a call to.

RetrieveCall The Destination number parameter part of the CTI block is

assigned spaces.

PeriProducer CTI Toolkit User’s Guide for M1

Page 44 Nortel Networks Confidential # P0606089 Ver: 1.1

The following is important information pertaining to the use of the Telephony

Request block:

• To use the Telephony Re quest bloc k severa l other blocks hav e to b e execute d first. The CTI Initialize block (see page 32) should be used to obtain the CTI resource. Also, th e Set Event Handling block (se e page 37) should be used to wait for the

Established state (in most cases) to guarantee that CSV API is

ready to process the request.

• It is generally best if the first use of the Set Event Handling is ignores all events, thus clearing the wait conditions of anything left over from a previous circumstance. The application should use Set Event Handling a second time before trying to make a tele phony request . This is u sually best done right aft er the call is a nswer ed to synchronize the CTI services and t heir data stores wi th the actual phone device state.

• The CTI.status data card is the only value in the CTI folder that is affected by this CTI toolkit block. The CTI.status parameter is set to 0 if the request is successful. It is set to 1 if the request fails.

• When using a Telephony Request block to transfer a call, the

cticond

should be handled. After the block is executed, the val ue of CTI.status can be checked to verfiy whether or not the transfer was successful. If the transfer fails due to a problem with the CTI resource, a regular transfe r might still be successful. If the failure is related to the switch, all transfe rs will be unsuccessful.

• For examples of applications that use this block, see Appendix Example

Applications—Telephony Request on page 65.

• For example log files showing the internal functions of this block, see Appendix Example Log Files—Telephony Request CSVAPI Log File on

page 78.

Use of the Answer Call function of the Telephony Request block requires that the application use the Set Event Handling block to wait for

Ringing.

CTI Toolkit Blocks Reference

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 45

The User Data block has two parameters:

• Data function: Valid values (Add, Remove, or Retrieve) are assigned

from the CTI.Requests.UsrDataFunc folder via the UsrDataFunc menu.

• Data type: Valid values (Calldata or Tlinkdata) are assigned from the

CTI.Requests.UsrDataFunc folder via the UsrDataType menu.

User Data

This block obtains, modifies, or removes specific call data or obtains telephony link data (often switch specific) for the IVR application running on the agentIVR-port.

PeriProducer CTI Toolkit User’s Guide for M1

Page 46 Nortel Networks Confidential # P0606089 Ver: 1.1

The following is important information pertaining to the use of the User Data block:

• The User Data bl ock requ ires se veral prereq uisite bl ock s. The CTI Init iali ze block (see page 32) should be used to obtain the CTI resource. The IVR application has to be Logged In to the Queue or CDN on DMS systems (but not on M1 systems). Also the Set Event Handling block ( see pag e 37) should be used to wa it for the

Established state to guarantee that the data is

available to retrieve.

• For the User Data block to perform read-only operations, no special input values need to be assigned in any part of the CTI folder structure. To use the block to get a specific key, place the fieldname of that item in the Key(1) array position.

User Data returns the value of the first key it encounters. In environments where you need to retrieve values of duplicate keys, do not specify a value in the Key(1) array position. This tells the User Data block to return all key-value pairs, including duplicate keys.

• CTI.EventData.Calldata (a structured array[folder] that includes datakey and datavalue in each of 40 elements) and CTI.EventData.tlinkdata (a structured array[folder] that includes datakey, datavalue in each of 40 elements) are the two places where the data is returned.

• If data is being removed or added, the CTI.AVCalldata.Avpairs.Key() and CTI.AVCalldata.Avpairs.Value() ca rds hav e to be populated accordingly. In either case, use the Key() array to name the data items to delete or add.

• Call data can be added to by either the IVR application or SCCS. Telephony link data (tlink data) can only be added to by the switch (or SCCS as a front end for the switch). Data can always be obtained from either; but can only be removed from the CallData. The Call Data and Tlink data are both discarded after the call expires. Thus the application does not have to maintain it on it's own.

• The CTI.status parameter is set to 0 if the request was successful and set to 1 if the reque st failed.

• For examples of applications that use this block, see Appendix Example

Applications—User Data on page 68.

• For example log files showing the internal functions of this block, see Appendix Example Log Files—User Data CSVAPI Log File on page 83.

CTI Toolkit Blocks Reference

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 47

The Device Statistics Data block has two parameters:

• Stati stics Device: Should

be assigned a value specific to the application, such as "LinuxDeveloper" as a type of operator skill. The only applicable value for this field is a character string.

• Stati stic Group: Should be assigned a value from the

CTI.Requests.CSRSMStatisticGroup folder (su ch as SkillItd for skil l information provide d on an "interv al to date" basis). Valid values for this field are accessed from the CSRSMStatisticGroups menu.

Device Statistics Data

This block obtains statistics information from SCCS through the RSM interface on various devices su ch as agents, applications, or skill sets. This block uses the

csrsm resource.

PeriProducer CTI Toolkit User’s Guide for M1

Page 48 Nortel Networks Confidential # P0606089 Ver: 1.1

The statistical information denoted by the values in the CTI.Requests.CSRSMStatisticGroup folder (su ch as

SkillItd for skill

information provided on an "interval to date" basis) represent the types of statistics available for various "devices." The table below explains their use.

The following is important information pertaining to the use of the Device Statistics

Data block:

• This block requires t wo pre re qui sites. The CTI Initialize block (see page 32) should be used early in the application to set up appropriate error handling. The application should use the Set Event Handling block (see page 37) before trying to obtain data. This is usually best done right after the call is answered to synchronize th e CTI se rvice s and thei r data stores with the ac tual phone device state. The usual state to wait for is

Established.

• The CTI.status p arameter is set t o 0 if the reques t i s successful and set to 1 if the request fails.

• For examples of applications that use this block, see Appendix Example

Applications—Device Statistics Data on page 69.

• For example log files showing the internal functions of this block, see Appendix Example Log Files—Device Statistics Data CSRSM and

CSRSMLS Log Files on page 86.

Statistical Groups Device Type for the Statistics

AgentItd

Agent information on an interval-to-date basis.

Agents under SCCS control.

AgentMwnd

Agent information on a moving-window basis.

ApplicItd

Application information on an interval-todate basis.

Applicati on refers to a script name running under SCCS usually controlling a CDN.

ApplicMwnd

Application (refers to a script name running under SCCS usually controlling a CDN) information on a moving window-basis.

SkillItd

Skill information on an interval-to-date basis.

Skills are defined within SCCS by associating particular agent groups (usually in queues) with this skill.

SkillMwnd

Skill information on a moving-window basis.

CTI Toolkit Blocks Reference

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 49

• CTI.EventData.csrsmstatdata is a structured ar ray[folder] that includes

datakey and datavalue in each of 40 elements. It is the location of the returned data.

• The data structu re re turns key/va lue pa irs. T he f ollowi ng are the k eys th at ca n

be returned based on the selected statistics group:

Statistical Groups

Statistics re turned in CTI.Eve ntData.csrsmstatdat a

AgentItd

- and AgentMwnd

AgentID_High AgentID_Low AnsweringSkillset DNInTimeInState DNOutTimeInState PositionID

State SupervisorID_High SupervisorID_Low SupervisorUserID TimeInState

ApplicItd

- and ApplicMwnd

ApplicationID CallsAbandoned CallsAbandonedAfterThreshold CallsAbandonedDelay CallsAnswered CallsAnsweredAfterThreshold CallsAnsweredDelay CallsAnsweredDelayAtSkillset CallsGivenTerminationTreatment CallsOfferedApp CallsWaiting

MaxWaitingTime NetworkOutCalls NetworkOutCallsAbandoned NetworkOutCallsAbandonedDelay NetworkOutCallsAnswered NetworkOutCallsAnsweredDelay NetworkOutCallsRequested NetworkOutCallsWaiting TimeBeforeInterflow WaitingTime

SkillItd

- and SkillMwnd

AgentOnACDDNCall AgentOnNACDDNCall AgentOnNetworkSkillsetCall AgentOnOtherSkillsetCall AgentsAvailable AgentsInService AgentsNotReady AgentsOnDNCalls AgentsOnSkillsetCall AgentsUnavailable CallsAnsweredAfterThreshold CallsOfferedSkill CallsWaiting ExpectedWaitTime LongestWaitingTimeSinceLastCall

LongestWaitingTimeSinceLogin MaxWaitingTime NetworkCallsAnswered NetworkCallsOffered NetworkCallsWaiting QueuedCallAnswered SkillsetAbandoned SkillsetAbandonedAfterThreshold SkillsetAbandonedDelay SkillsetID SkillsetState TotalCallsAnswered TotalCallsAnsweredDelay WaitingTime

PeriProducer CTI Toolkit User’s Guide for M1

Page 50 Nortel Networks Confidential # P0606089 Ver: 1.1

The following information pertains to the use of the Send TAPI Call Data block:

• This block requires two prerequisites as it manages its own resource needs. The CTI Initialize block (see page 32) should be used early in the appli cation to set up appropriate error handling. Also, the Set Event Handling block (see

page 37) should be used before trying to send data. This is usually best done

right after the call is answered to synchronize the CTI services and their data stores with the actual phone device state. The usual state to wait for is

Established.

• The values required for the this CTI block are stored in the folders

CTI.AVCalldata.Avpairs.Key() and CTI.AVCalldata.Avpairs.Value().

• CTI.EventData.csrsmstatdata (a structured array[folder] that includes datakey and datavalue in each of 40 elements) is the return location for the data.

• The CTI.status parameter is set to 0 if the request was successful and set to 1 if the reque st fails.

• For examples of applications that use this block, see Appendix Example

Applications—Send TAPI CallData/Send TAPIsccs CallData on page 70.

• For example log files showing the internal functions of this block, see Appendix Example Log Files—Send TAPI Call Data CSTAPI and

CSTAPILS Log Files on page 89.

Send TAPI Call Data

The TAPI block sends screen pop information about the current call from the IVR application to the Symposium TAPI Server via the

IVR.DLL protocol. This block uses

the

cstapi resource.

CTI Toolkit Blocks Reference

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 51

The following information pertains to the use of the Send TAPI SCCS Call Data block:

• This block requires two prerequisites as it manages its own resource needs.

The CTI Initialize block (see page 32) should be used early in t he applica tion to set up appropriate error handling. Also, the Set Event Handling block (see

page 37) should be used before trying to send data. This is usually best done

right after the call is answered to synchronize the CTI services and their data stores with the actual phone device state. The usual state to wait for is

Established.

• The values required for the this CTI block are stored in the folders

CTI.AVCalldata.Avpairs.Key() and CTI.AVCalldata.Avpairs.Value().

• CTI.EventData.csrsmstatdata (a structured array[folder] that includes

datakey and datavalue in each of 40 elements) is the location for the returned data.

• The CTI.status p ara m ete r is set to 0 if t he request is suc ces sf ul and set to 1 if

the request fails.

• For examples of applications that use this block, see Appendix Example

Applications—Send TAPI CallData/Send TAPIsccs CallData on page 70.

• For example log files showing the internal functions of this block, see

Appendix Example Log Files—Send TAPI SCCS Call Data CSTAPI and

CSTAPILS Log Files on page 92.

Send TAPI SCCS Call Data

This TAPISCCS block sends screen pop information about the current call from the IVR application to the Symposium TAPI Serv er vi a the IVR.DLL pro tocol . This block uses the

cstapisccs resource.

PeriProducer CTI Toolkit User’s Guide for M1

Page 52 Nortel Networks Confidential # P0606089 Ver: 1.1

The GetTapiData block has no Parameters. Before executing the block, the callid for the active call must be retrieved by the peripro application. The general procedure to get data fro m the Symposium Tapi Server is as follows:

• Obtain the Callid from vapi using the User Data block.

• Use an assignment block to populate the

CTI.requests.callid

datacard with the callid obtained from csvapi.

• Execute the GetTapiData block.

• Data is returned in

CTI.AVCalldata.AVPairs folder.

• 40 Pairs of 40 byte keys and 40 byte values are available for calldata

storage.

A test application has been included in the ctitoolkit,

/samples/SCCS-

Integrate/get_tapi_calldata.ppr

, which illustrates the procedure.

CSTAPILS Settings

The Periview configuration tool provides access to two values that are used for the ReverseIVR feature.

• SendCallDataKey true/false - Indicates whether retrieved data is expected to be delimited. Example using `&` as delimeter: customerid&5544332211&firstname&henry&lastname&smith

• CallDataField delimiter - delimiter to expect.

If SendCallDataKey is set false, then cstapils will send attac hed data in the form of a single key/valu e pa ir where the the key is TAPIDATA and t he value is the data as sent from the tapi server, with a maximum length of 40 bytes.

GetTAPIData

The Get Tapi CallData block is used to retrieve call data which has been previously attached by another application connected to the Symposium Tapi Server, such as CallCenter agent's desktop softphone.

CTI Toolkit Blocks Reference

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 53

The Log Message block has two parameters:

• filename: A character string (less than or equal to 50 characters) specifying part of the name for the application’s log file. Log file names are assigned by the system using the format filename

VnnnLmmm.log, where:

• filename is user specified.

• nnn is the number of t he IVR syst em running the appl ication, padded wit h

zeroes ("0") to make it three digits.

• mmm is number of the IVR phone port running the application, padded with zeroes ("0") to make it three digits.

• Log message: A character

string (less than or equal to 1 00 characters) specifying the message to be logged.

The following information pertains to the use of the Log Message block:

• If this bloc k executes suces sfully, a new log file is created or t he specified message is appended to an existing file.

• Log file lines are prefixed with date and time information. For example:

03/16/01 09:56:33 application starts

• If the operation is unsuccessful, it is usually due to illegal file name characters, inappropriate write permissions, or disk space problems.

• For examples of applications that use this block, see Appendix Example

Applications—Log Message on page 71.

• For example log files showing the inter nal functions of this bl ock, see page 74 through page 95.

Log Message

Log Message is used to

place information into a log file based on specified parameters. It logs any text that meets the size limitations. It does not use any resources.

PeriProducer CTI Toolkit User’s Guide for M1

Page 54 Nortel Networks Confidential # P0606089 Ver: 1.1

This page has been intentionally left blank.

Example Applications

PeriProducer CTI Toolkit User’s Guide for M1

Page 56 Nortel Networks Confidential # P0606089 Ver: 1.1

Example Applications

The example PeriProducer applications lis ted in this appendix exist in the installation directory of the

PERIctitk package. For 2000 platforms, prefix the directories

listed with

C:\Program Files\Nortel\PERIctitk.

Agent Function

App. # Example Application Name, Location, Function, and Usage

AF-1

/samples/CS-AD/ACDAgent.ppr

1. CTI init; read config file for agent DN and this device; get cti resource

2. Log agent in (trap vrto if request times out)

3. Set agent ready (trap vrto if request times out)

4. Wait 5 minutes to answer call via cti calls; not traditional Answer block; wait for release

5. Set agent not ready (trap vrto if request times out)

6. Log agent out (trap vrto if request times out) works on all Nortel switches.

AF-2

/samples/CS-AD/ACDPhoneLoginLogout.ppr

1. CTI init; read config file for agent DN and this device; get cti resource

2. Log agent in (trap vrto if request times out)

3. Set agent ready (trap vrto if request times out)

4. Set agent not ready (trap vrto if request times out)

5. Log agent out (trap vrto if request times out)

AF-3

/samples/CS-AD/Anologue.ppr

1. Read config file for agent DN and this device (logging only)

2. Get cti resource

3. Log agent in (trap vrto if request times out)

4. Delay to simulate phone conversation

5. Hang up

6. Log agent out (trap vrto if request times out)

AF-4

/samples/CS-AD/Nortel-iccm/ACDAgent.ppr

This is a duplicate of the application in the CS-AD directory.

AF-5

/samples/CS-AD/Nortel-iccm/ACDPhoneLoginLogout.ppr

1. Set up to handle "of" by logging out and restarting

2. CTI init; read config file for agent DN and this device; get cti resource

3. Log agent in (trap vrto if request times out)

4. Set agent ready (trap vrto if request times out)

5. Set agent not ready (trap vrto if request times out)

6. Log agent out (trap vrto if request times out)

AF-6

/samples/CS-AD/Nortel-iccm/AgentLogout.ppr

1. CTI init; read config file for agent DN and this device (for logging); get cti resource

2. Log agent out

Example Applications

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 57

AF-7

/samples/CS-AD/Nortel-iccm/dmsloginlogout.ppr

1. CTI init

2. Read config file for agent DN, this device (for logging)

3. Get cti resource

4. Log agent in (trap vrto if request times out)

5. Use Answer block to wait for call, then wait for established

6. Short delay

7. Set agent ready (vrto trap from login taked control if request times out)

8. Set agent not ready (vrto trap from login taked control if request times out)

9. Log agent in (trap vrto if request times out)

AF-8

/samples/CS-AD/Nortel-ipml/AnaloguePhoneLoginLogout.ppr

1. CTI init

2. Read config file for this device (for logging) and Agent DN

3. Get cti resource

4. Log agent in (trap vrto if request times out)

5. Short delay to simulate phone co nve rsation

6. Log agent out (trap vrto if request times out)

7. Delay 15 seconds

8. Free cti resource

9. Force connect

10. Loop to get cti resource

App. # Example Application Name, Location, Function, and Usage

PeriProducer CTI Toolkit User’s Guide for M1

Page 58 Nortel Networks Confidential # P0606089 Ver: 1.1

CTI Initialize

Device Parameter Data

App. # Example Application Name, Location, Function, and Usage

CI-1

/samples/SCCS-integrate/tapi_da_ivr_agent.ppr

1. In container Library.GetCTIRes, the CTI.ResourceStatus.CTIIsOk tells the CTI Init block that the calling application wants to get the CTI resource.

2. In the container Startup.Inits. Check immediately following the call to the CTI Init block, the value CTI.st atus is checked to see if it is 0 and the value CT I.Resourc eS tatu s.CTIIsOk is checked to see if it is true. If both conditions are met, then the code proceeds, otherwise it exits the application.

3. Later, after the application concludes, it’s work in the Wrapup container, the resource is freed and the Library.GetCTIRes is called again before the application starts at the Answer block again to wait for a new call.

4. Note tha t this applicat ion uses a Resource block in the Wrapup container to free the CTI resource, since the application requires that the resource is freed after every cycle.

CI-2

/samples/SCCS-integrate/acdagentwithcalldata.ppr

1. In the container, Initiate, the CTI Init block is called to set the condition handling.

2. In the container, Initiate.GetCTI, the application uses the Resource block to get the CTI resource on it’s own, without help from the CTI Init block.

3. Note that this ap plication allows the terminati on of the a pplicati on to automati cally fre e the CTI resource.

App. # Example Application Name, Location, Function, and Usage

DP-1

/samples/CS-AD/Nortel-iccm/GetACDGroupStatus.ppr

1. CTI init; config file read; but not used except for logging purposes

2. CTI resource gotten

3. A hard coded DN is used to get ACDGroupStatus information

4. The CTI.EventData.paramname and the CTI.EventData.paramvalue are ignored while the CTI.EventData.t linkdata.dat akey() and CTI.EventD ata.tlinkdat a.datavalue () arrays are logged.

DP-2

/samples/CS-AD/testrequestdeviceparams.ppr

1. Error trapping is set up, cti resource is obtained and this device is registered.

2. A loop is st arted tha t s end s e ach ty pe o f Para m Na me to c t i f or th e s am e Dev ic e Num be r.

3. The loop exits and the cti resource is free d as the appl ic ati on te rmi nat es . No te th at at the end of an IVR application’s execution, the cti resource is freed automatically.

App. # Example Application Name, Location, Function, and Usage

RD-1

/samples/CS-AD/testrequestdeviceparams.ppr

1. Error trapping is set up, cti resource is obtained and this device is registered.

2. A loop is st arted tha t s end s e ach ty pe o f Para m Na me to c t i f or th e s am e Dev ic e Num be r.

3. The loop exits and the cti resource is free d as the appl ic ati on te rmi nat es . No te th at at the end of an IVR application’s execution, the cti resource is freed automatically.

Example Applications

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 59

Set Event Handling

App. # Example Application Name, Location, Function, and Usage

SE-1

/samples/CS-AD/ACDAgent.ppr

1. CTI init; read config file for agent DN and this device; get cti resource

2. Log agent in (trap vrto if request times out)

3. Set agent ready (trap vrto if request times out)

4. Wait 5 minutes to answer call via cti calls; not traditional Answer block; wait for release

5. Set agent not ready (trap vrto if request times out)

6. Log agent out (trap vrto if request times out)

SE-2

/samples/CS-AD/AniAndDnis.ppr

1. CTI init; get cti resource

2. Use Answer block to wait for call, then wait for established

3. Get ANI & DNIS

4. Get Telephony Link Data

5. Wait for release

SE-3

/samples/CS-AD/Anologue.ppr

1. Read config file for agent DN and this device (logging only)

2. Get cti resource

3. Log agent in (trap vrto if request times out)

4. Delay to simulate phone conversation

5. Hang up

6. Log agent out (trap vrto if request times out)

SE-4

/samples/CS-AD/BlindXfer.ppr

1. CTI init

2. Get cti resource

3. Read config file for number to transfer to

4. Use Answer block to wait for call, then wait for established

5. Make blind transfer request

SE-5

/samples/CS-AD/Conference.ppr

1. CTI init

2. Get cti resource

3. Use Answer block to wait for call, then wait for established

4. Handle vrto if time out occurs

5. Read config file for number to conference to

6. Initiate conference using config file number to connect to

7. Complete conference

8. Delay to simulate phone conversation

9. Hang up

SE-6

/samples/CS-AD/ConsultXfer.ppr

1. CTI init

2. Get cti resource

3. Read config file for number to consult transfer to

4. Use Answer block to wait for call, then wait for established

5. Handle vrto if time out occurs

6. Make consult transfer using config file number to connect to

7. Complete conference

8. Hang up as application terminates

PeriProducer CTI Toolkit User’s Guide for M1

Page 60 Nortel Networks Confidential # P0606089 Ver: 1.1

SE-7

/samples/CS-AD/cticondition.ppr

SE-8

/samples/CS-AD/HoldAndRetrieve.ppr

1. CTI init

2. Get cti resource

3. Use Answer block to wait for call, then wait for established

4. Make hold call request

5. Delay 3 seconds

6. Make retrieve call request

7. Use cti to wait for release

SE-9

/samples/CS-AD/Nortel-iccm/ACDAgent.ppr

1. CTI init

2. Answer call

3. Wait for Established with a blocking wait

4. Wait for Call Cleared via cti condition

5. Use System services to wait for 5 minutes to get the call cleared

6. Log the reception of cti event, it’s condition data and then exit

SE-10

/samples/CS-AD/Nortel-iccm/anianddnisagent.ppr

1. CTI init & get cti resource

2. Trap error and cticond

3. Read config file for this device (for logging) and Agent DN

4. Log agent in (trap vrto if request times out)

5. Answer call

6. Get ANI & DNIS; speak the values and log them

7. Get tlink data and log it

8. Wait for the call cleared event

9. Log agent out (trap vrto if request times out)

SE-11

/samples/CS-AD/Nortel-iccm/BlindXferAgent.ppr

1. CTI init

2. Read config file for agent DN, this device (for logging) and number to transfer to

3. Get cti resource

4. Log agent in (trap vrto if request times out)

5. Use Answer block to wait for call, then wait for established

6. Make blind transfer request

7. Log agent out (trap vrto if request times out)

8. Free cti re source

SE-12

/samples/CS-AD/Nortel-iccm/ConferenceAgent.ppr

1. CTI init

2. Read config file for agent DN, this device (for logging) and number to conference to

3. Get cti resource

4. Log agent in (trap vrto if request times out)

5. Use Answer block to wait for call, then wait for established

6. Make conference request

7. Log agent out (trap vrto if request times out)

8. Free cti re source

App. # Example Application Name, Location, Function, and Usage

Example Applications

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 61

SE-13

/samples/CS-AD/Nortel-iccm/ConsultXferAgent.ppr

1. CTI init

2. Read config file for agent DN, this device (for logging) and number to consult transfer to

3. Ret cti resource

4. Log agent in (trap vrto if request times out)

5. Use Answer block to wait for call, then wait for established

6. Make consult transfer request

7. Log agent out (trap vrto if request times out)

8. Free cti re source

SE-14

/samples/CS-AD/Nortel-iccm/HoldAndRetrieveAgent.ppr

1. CTI init

2. Read config file for agent DN, this device (for logging)

3. Get cti resource

4. Log agent in (trap vrto if request times out)

5. Use Answer block to wait for call, then wait for established

6. Make hold call request

7. Short delay to simulate phone conversation

8. Make retrieve call request

9. Wait for release (trap vrto if request times out)

10. Log agent out (trap vrto if request times out)

(Note that an unexpected disc causes application to log out agent too.)

SE-15

/samples/CS-AD/Nortel-ipml/AnalogueCtiDialer.ppr

1. CTI init

2. Read config file for this device and the number to dial

3. Get cti resource

4. Toggle phone line state on/off

5. Make call request

6. Wait for established

7. Set up cti cond to arrive for release

8. Short delay to simulate phone conversation

9. Make release call request

10. Either arriving cticond or arriving disc terminates application

SE-16

/samples/SCCS-integrate/acdagentwithcalldata.ppr

1. CTI init

2. Read config file for this device and Agent DN

3. Get cti resource

4. Log agent in (trap vrto if request times out)

5. Set agent ready (trap vrto if request times out)

6. Wait for ringing (trap vrto if request times out)

7. Takes call as transferred from tapi_da_ivr_agent.ppr

8. Get callid

9. Make an answer call request

10. Retrieve and log all call data via CSDA

11. Set agent not ready (trap vrto if request times out)

12. Log agent out (trap vrto if request times out)

App. # Example Application Name, Location, Function, and Usage

PeriProducer CTI Toolkit User’s Guide for M1

Page 62 Nortel Networks Confidential # P0606089 Ver: 1.1

SE-17

/samples/SCCS-integrate/tapi_da_ivr_agent.ppr

1. CTI init

2. Read config file for this device and Agent DN

3. Get cti resource

4. Log agent out (trap vrto if request times out)

5. Wait 1 second

6. Log agent in (trap vrto if request times out)

7. Answer call

8. Generate call data; send to cti resource

9. Delay to simulate phone conversation

10. Hang up

11. Loop to Answer block and wait for call

App. # Example Application Name, Location, Function, and Usage

Example Applications

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 63

Telephony Event Data

App. # Example Application Name, Location, Function, and Usage

TE-1

/samples/CS-AD/ACDAgent.ppr

1. CTI init; read config file for agent DN and this device; get cti resource

2. Log agent in (trap vrto if request times out)

3. Set agent ready (trap vrto if request times out)

4. Wait 5 minutes to answer call via cti calls (not traditional vrto if request times out);

Answer block; wait for release

5. Set agent not ready (trap vrto if request times out)

6. Log agent out (trap)

TE-2

/samples/CS-AD/AniAndDnis.ppr

1. CTI init; get cti resource

2. Use Answer block to wait for call, then wait for established

3. Get ANI & DNIS

4. Get Telephony Link Data

5. Wait for release

TE-3

/samples/CS-AD/HoldAndRetrieve.ppr

1. CTI init

2. Get cti resource

3. Use Answer block to wait for call, then wait for established

4. Make hold call request

5. Delay 3 seconds

6. Make retrieve call request

7. Use cti to wait for release

TE-4

/samples/CS-AD/Nortel-iccm/ACDAgent.ppr

Duplicate storage for samples/CS-AD/ACDAgent.ppr

TE-5

/samples/CS-AD/Nortel-iccm/anianddnisagent.ppr

1. CTI init

2. Read config file for agent DN and this device (for logging)

3. Get cti resource

4. Log agent in (trap vrto if request times out)

5. Use Answer block to wait for call, then wait for established

6. Get ANI & DNIS

7. Get Telephony Link Data

8. Wait for release

TE-6

/samples/CS-AD/Nortel-iccm/GetACDGroupStatus.ppr

1. CTI init

2. Read config file for agent DN and this device (for logging)

3. Get cti resource

4. Get acdgroupstatus for a hardcoded device , log data received

5. Termina te app lic ati on

PeriProducer CTI Toolkit User’s Guide for M1

Page 64 Nortel Networks Confidential # P0606089 Ver: 1.1

TE-7

/samples/CS-AD/Nortel-iccm/HoldAndRetrieveAgent.ppr

1. CTI init

2. Read config file for agent DN, this device (for logging)

3. Get cti resource

4. Log agent in (trap vrto if request times out)

5. Use Answer block to wait for call, then wait for established

6. Make hold call request

7. Short delay to simulate phone conversation

8. Make retrieve call request

9. Wait for release (trap vrto if request times out)

10. Log agent out (trap vrto if request times out)

11. Note that an unexpected disc causes application to log out agent too

TE-8

/samples/CS-AD/testrequestdeviceparams.ppr

1. Error trapping is set up, cti resource is obtained and this device is registered.

2. A loop is st arted tha t s end s e ach ty pe o f Para m Na me to c t i f or th e s am e Dev ic e Num be r.

3. The loop exits and the cti resource is free d as the appl ic ati on te rmi nat es . No te th at at the end of an IVR application’s execution, the cti resource is freed automatically.

TE-9

/samples/SCCS-integrate/acdagentwithcalldata.ppr

1. CTI init

2. Read config file for this device and Agent DN

3. Get cti resource

4. Log agent in (trap vrto if request times out)

5. Set agent ready (trap vrto if request times out)

6. Wait for ringing (trap vrto if request times out)

7. Takes call as transferred from tapi_da_ivr_agent.ppr

8. Get callid

9. Make an answer call request

10. Retrieve and log all call data via CSDA

11. Set agent not ready (trap vrto if request times out)

12. Log agent out (trap vrto if request times out)

TE-10

/samples/SCCS-integrate/tapi_da_ivr_agent.ppr

1. Log start of application

2. CTI init & get cti resource

3. Trap vrto, error and cticond

4. Read config file for this device (for logging & call data), Agent DN and number to blind transfer to

5. Log agent out (trap vrto if request times out)

6. Wait 1 second

7. Log agent in (trap vrto if request times out)

8. Answers call from Dialer.ppr

9. Waits for established

10. Get ANI/DNIS and other call data; log it

11. Gets statistical group data via SCCS RSM

12. Generates call data, sends it to CSTAPI and in turn Symposium TAPI Server

13. Regenerates similar call data, sends it to CSS via CSDA

14. Either disconnect so that SCCS CDN can take over routing of call (if number =####) OR make a blind transfer

15. Log end of application, wait in Answer block

App. # Example Application Name, Location, Function, and Usage

Example Applications

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 65

Telephony Request

App. # Example Application Name, Location, Function, and Usage

TR-1

/samples/CS-AD/ACDAgent.ppr

1. CTI init; read config file for agent DN and this device; get cti resource

2. Log agent in (trap vrto if request times out)

3. Set agent ready (trap vrto if request times out)

4. Wait 5 minutes to answer call via cti calls; not traditional Answer block; wait for release

5. Set agent not ready (trap vrto if request times out)

6. Log agent out (trap vrto if request times out)

TR-2

/samples/CS-AD/BlindXfer.ppr

1. CTI init

2. Get cti resource

3. Read config file for number to transfer to

4. Use Answer block to wait for call, then wait for established

5. Make blind transfer request

TR-3

/samples/CS-AD/Conference.ppr

1. CTI init

2. Get cti resource

3. Use Answer block to wait for call, then wait for established

4. Handle vrto if time out occurs

5. Read config file for number to conference to

6. Initiate conference using config file number to connect to

7. Complete conference

8. Delay to simulate phone conversation

9. Hang up

TR-4

/samples/CS-AD/ConsultXfer.ppr

1. CTI init

2. Get cti resource

3. Read config file for number to consult transfer to

4. Use Answer block to wait for call, then wait for established

5. Handle vrto if time out occurs

6. Make consult transfer using config file number to connect to

7. Complete conference

8. Hang up as application terminates

TR-5

/samples/CS-AD/HoldAndRetrieve.ppr

1. CTI init

2. Get cti resource

3. Use Answer block to wait for call, then wait for established

4. Make hold call request

5. Delay 3 seconds

6. Make retrieve call request

7. Use cti to wait for release

TR-6

/samples/CS-AD/Nortel-iccm/ACDAgent.ppr

Duplicate storage for samples/CS-AD/ACDAgent.ppr

PeriProducer CTI Toolkit User’s Guide for M1

Page 66 Nortel Networks Confidential # P0606089 Ver: 1.1

TR-7

/samples/CS-AD/Nortel-iccm/BlindXferAgent.ppr

1. CTI init

2. Read config file for agent DN, this device (for logging) and number to transfer to

3. Get cti resource

4. Log agent in (trap vrto if request times out)

5. Use Answer block to wait for call, then wait for established

6. Make blind transfer request

7. Log agent out (trap vrto if request times out)

8. Free cti re source

TR-8

/samples/CS-AD/Nortel-iccm/ConferenceAgent.ppr

1. CTI init

2. Read config file for agent DN, this device (for logging) and number to conference to

3. Get cti resource

4. Log agent in (trap vrto if request times out)

5. Use Answer block to wait for call, then wait for established

6. Make conference request

7. Log agent out (trap vrto if request times out)

8. Free cti re source

TR-9

/samples/CS-AD/Nortel-iccm/ConsultXferAgent.ppr

1. CTI init

2. Read config file for agent DN, this device (for logging) and number to consult transfer to

3. Get cti resource

4. Log agent in (trap vrto if request times out)

5. Use Answer block to wait for call, then wait for established

6. Make consult transfer request

7. Log agent out (trap vrto if request times out)

8. Free cti re source

TR-10

/samples/CS-AD/Nortel-iccm/HoldAndRetrieveAgent.ppr

1. CTI init

2. Read config file for agent DN, this device (for logging)

3. Get cti resource

4. Log agent in (trap vrto if request times out)

5. Use Answer block to wait for call, then wait for established

6. Make hold call request

7. Short delay to simulate phone conversation

8. Make retrieve call request

9. Wait for release (trap vrto if request times out)

10. Log agent out (trap vrto if request times out)

11. Note that an unexpected disc causes application to log out agent too

App. # Example Application Name, Location, Function, and Usage

Example Applications

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 67

TR-11

/samples/CS-AD/Nortel-ipml/AnalogueCtiDialer.ppr

1. CTI init

2. Read config file for this device and the number to dial

3. Get cti resource

4. Toggle phone line state on/off

5. Make call request

6. Wait for established

7. Set up cti cond to arrive for release

8. Short delay to simulate phone conversation

9. Make release call request

10. Either arriving cticond or arriving disc terminates application

TR-12

/samples/SCCS-integrate/acdagentwithcalldata.ppr

1. CTI init

2. Read config file for this device and Agent DN

3. Get cti resource

4. Log agent in (trap vrto if request times out)

5. Set agent ready (trap vrto if request times out)

6. Wait for ringing (trap vrto if request times out)

7. Takes call as transferred from tapi_da_ivr_agent.ppr

8. Get callid

9. Make an answer call request

10. Retrieve and log all call data via CSDA

11. Set agent not ready (trap vrto if request times out)

12. Log agent out (trap vrto if request times out)

TR-13

/samples/SCCS-integrate/tapi_da_ivr_agent.ppr

1. Log start of application

2. CTI init & get cti resource

3. Trap vrto, error and cticond

4. Read config file for this device (for logging & call data), Agent DN and number to blind

transfer to

5. Log agent out (trap vrto if request times out)

6. Wait 1 second

7. Log agent in (trap vrto if request times out)

8. Answers call from Dialer.ppr

9. Waits for established

10. Get ANI/DNIS and other call data; log it

11. Gets statistical group data via SCCS RSM

12. Generates call data, sends it to CSTAPI and in turn Symposium TAPI Server

13. Regenerates similar call data, sends it to CSS via CSDA

14. Either disconnect so that SCCS CDN can take over routing of call (if number =####) OR

make a blind transfer

15. Log end of application, wait in Answer block

App. # Example Application Name, Location, Function, and Usage

PeriProducer CTI Toolkit User’s Guide for M1

Page 68 Nortel Networks Confidential # P0606089 Ver: 1.1

User Data

App. # Example Application Name, Location, Function, and Usage

UD-1

/samples/CS-AD/AniAndDnis.ppr

2. CTI init; get cti resource

3. Use Answer block to wait for call, then wait for established

4. Get ANI & DNIS

5. Get Telephony Link Data

6. Wait for release

UD-2

/samples/CS-AD/Nortel-iccm/anianddnisagent.ppr

1. CTI init

2. Read config file for agent DN and this device (for logging)

3. Get cti resource

4. Log agent in (trap vrto if request times out)

5. Use Answer block to wait for call, then wait for established

6. Get ANI & DNIS

7. Get Telephony Link Data

8. Wait for release

UD-3

/samples/SCCS-integrate/acdagentwithcalldata.ppr

1. CTI init

2. Read config file for this device and Agent DN

3. Get cti resource

4. Log agent in (trap vrto if request times out)

5. Set agent ready (trap vrto if request times out)

6. Wait for ringing (trap vrto if request times out)

7. Takes call as transferred from tapi_da_ivr_agent.ppr

8. Get callid

9. Make an answer call request

10. Retrieve and log all call data via CSDA

11. Set agent not ready (trap vrto if request times out)

12. Log agent out (trap vrto if request times out)

UD-4

/samples/SCCS-integrate/ad.ppr

1. CTI init

2. Read config file for this device and Agent DN

3. Get cti resource

4. Log agent out (trap vrto if request times out)

5. Wait 1 second

6. Log agent in (trap vrto if request times out)

7. Answer call

8. Generate call data; send to cti resource

9. Delay to simulate phone conversation

10. Hang up

11. Loop to Answer block and wait for call

Example Applications

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 69

Device Statistics Data

UD-5

/samples/SCCS-integrate/tapi_da_ivr_agent.ppr

1. Log start of application

2. CTI init & get cti resource

3. Trap vrto, error and cticond

4. Read config file for this device (for logging & call data), Agent DN and number to blind

transfer to

5. Log agent out (trap vrto if request times out)

6. Wait 1 second

7. Log agent in (trap vrto if request times out)

8. Answers call from Dialer.ppr

9. Waits for established

10. Get ANI/DNIS and other call data; log it

11. Gets statistical group data via SCCS RSM

12. Generates call data, sends it to CSTAPI and in turn Symposium TAPI Server

13. Regenerates similar call data, sends it to CSS via CSDA

14. Either disconnect so that SCCS CDN can take over routing of call (if number =####) OR

make a blind transfer

15. Log end of application, wait in Answer block

App. # Example Application Name, Location, Function, and Usage

DS-1

/samples/SCCS-integrate/tapi_da_ivr_agent.ppr

1. Log start of application

2. CTI init & get cti resource

3. Trap vrto, error and cticond

4. Read config file for this device (for logging & call data), Agent DN and number to blind

transfer to

5. Log agent out (trap vrto if request times out)

6. Wait 1 second

7. Log agent in (trap vrto if request times out)

8. Answers call from Dialer.ppr

9. Waits for established

10. Get ANI/DNIS and other call data; log it

11. Gets statistical group data via SCCS RSM

12. Generates call data, sends it to CSTAPI and in turn Symposium TAPI Server

13. Regenerates similar call data, sends it to CSS via CSDA

14. Either disconnect so that SCCS CDN can take over routing of call (if number =####) OR

make a blind transfer

15. Log end of application, wait in Answer block

App. # Example Application Name, Location, Function, and Usage

PeriProducer CTI Toolkit User’s Guide for M1

Page 70 Nortel Networks Confidential # P0606089 Ver: 1.1

Send TAPI CallData/Send TAPIsccs CallData

App. # Example Application Name, Location, Function, and Usage

ST-1

/samples/SCCS-integrate/tapi_da_ivr_agent.ppr

1. Log start of application

2. CTI init & get cti resource

3. Trap vrto, error and cticond

4. Read config file for this device (for logging & call data), Agent DN and number to blind transfer to

5. Log agent out (trap vrto if request times out)

6. Wait 1 second

7. Log agent in (trap vrto if request times out)

8. Answers call from Dialer.ppr

9. Waits for established

10. Get ANI/DNIS and other call data; log it

11. Gets statistical group data via SCCS RSM

12. Generates call data, sends it to CSTAPI and in turn Symposium TAPI Server

13. Regenerates similar call data, sends it to CSS via CSDA

14. Either disconnect so that SCCS CDN can take over routing of call (if number =####) OR make a blind transfer

15. Log end of application, wait in Answer block

Example Applications

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 71

Log Message

Example Application Name, Location, Function, and Usage

The following example applications illustrate the use of the Log Message block:

/samples/CS-AD/ACDAgent.ppr /samples/CS-AD/ACDPhoneLoginLogout.ppr /samples/CS-AD/AniAndDnis.ppr /samples/CS-AD/Anologue.ppr /samples/CS-AD/BlindXfer.ppr /samples/CS-AD/Conference.ppr /samples/CS-AD/ConsultXfer.ppr /samples/CS-AD/cticondition.ppr /samples/CS-AD/Dialer.ppr /samples/CS-AD/HoldAndRetrieve.ppr /samples/CS-AD/Nortel-iccm/ACDAgent.ppr /samples/CS-AD/Nortel-iccm/ACDPhoneLoginLogout.ppr /samples/CS-AD/Nortel-iccm/AgentLogout.ppr /samples/CS-AD/Nortel-iccm/anianddnisagent.ppr /samples/CS-AD/Nortel-iccm/BlindXferAgent.ppr /samples/CS-AD/Nortel-iccm/ConferenceAgent.ppr /samples/CS-AD/Nortel-iccm/ConsultXferAgent.ppr /samples/CS-AD/Nortel-iccm/Dialer.ppr /samples/CS-AD/Nortel-iccm/dmsloginlogout.ppr /samples/CS-AD/Nortel-iccm/GetACDGroupStatus.ppr /samples/CS-AD/Nortel-iccm/HoldAndRetrieveAgent.ppr /samples/CS-AD/Nortel-ipml/AnalogueCtiDialer.ppr /samples/CS-AD/Nortel-ipml/AnaloguePhoneLoginLogout.ppr /samples/CS-AD/testrequestdeviceparams.ppr /samples/SCCS-integrate/acdagentwithcalldata.ppr /samples/SCCS-integrate/ad.ppr /samples/SCCS-integrate/analogueivragent.ppr /samples/SCCS-integrate/Dialer.ppr /samples/SCCS-integrate/tapi_da_ivr_agent.ppr

PeriProducer CTI Toolkit User’s Guide for M1

Page 72 Nortel Networks Confidential # P0606089 Ver: 1.1

This page has been intentionally left blank.

Example Log Files

PeriProducer CTI Toolkit User’s Guide for M1

Page 74 Nortel Networks Confidential # P0606089 Ver: 1.1

Example Log Files

This appendix provides example log files for each of the CTI Toolkit blocks.

Agent Function CSVAPI Log File

CTI Initialize CSVAPI Log File

Request from the Tool Kit

12/04/200 0 17:21:05 option SendRespo nse value No 12/04/2000 17:21:05 option AgentId value 1503 12/04/2000 17:21:05 option SetWaitEvent value LoggedOn 12/04/2000 17:21:05 option CtiFunction value AgentSetLogOn

Response was ignored by CSVAPI (due to SendResponse value being No)

12/04/2000 17:21:05 clm-tlsdefault: Sending CsSetAgentState Response to Client 9 12/04/2000 17:21:05 This Device => 2103 12/04/2000 17:21:05 Status => Success 12/04/2000 17:21:05 csvapi: SetAgentState ignored for phoneline 52

OC was sent to Tool Kit Module

12/04/2000 17:21:06 clm_C op yL as tClnt Event: event queueing is turned on for client 9, dn ’2103’ 12/04/2000 17:21:06 clm_CopyLastClntEvent: creating new event queue 12/04/2000 17:21:06 clm-tlsdefault: Sending CsLoggedOn Event to client 9 12/04/2000 17:21:06 This Device => 2103 12/04/2000 17:21:06 Agent ID => 1503 12/04/2000 17:21:06 TLinkData => "AgentSetFeature,4353", "Split,6400", "ThisDN,6400", "TN_This,11",

"PBXTimeStamp,7:58:14"

12/04/2000 17:21:06 send_apmi_msg: Sent ’oc’ to vms 1, phoneline 52 with data <LoggedOn>

Request from the Tool Kit for CTI resource in CSVAPI.log

10/26/2000 07:01:09 apmi_issue_get_resource: vms 1, phoneline 51 get resource request Request from the Tool Kit for cstapi resource in CSVAPI.log 12/08/2000 15:52:11 apmi_issue_get_resource: vms 1, phoneline 54 get resource request

Request from the Tool Kit for registration of a DN

12/04/200 0 17:21:05 option SendRespo nse value Yes 12/04/2000 17:21:05 option DirectoryNumber value 1503 12/04/2000 17:21:05 option CtiFunction value RegisterAddress

Example Log Files

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 75

Set Event Handling CSVAPI Log File

CSVAPI Receive Set Wait Event for Established after it answers the call. Until CSVAPI receives a Set Wait Event Option, it will queue up 10 messages for each Phone Line.

12/04/2000 17:21:29 apmi_got_send_resource: vms 1, phoneline 52 message converted to v-shell options => 12/04/200 0 17:21:29 option SendRespo nse value No 12/04/200 0 17:21:29 option SetWaitEvent value established 12/04/2000 17:21:29 option CtiFunction value ProcessEvent 12/04/2000 17:21:29 ProcessEvent: clm get ting last event callid 0 12/04/2000 17:21:29 clm-CSVAPI: Received CsSetWaitEvent Request from Client 9 12/04/2000 17:21:29 Device => 2103 12/04/2000 17:21:29 CsEventList => Established 12/04/2000 17:21:30 clm-C SVAPI: Sending CsSetWaitEvent Respon se to Client 9 12/04/2000 17:21:30 This Device => 2103 12/04/2000 17:21:30 Status => Success 12/04/2000 17:21:30 CSVAPI: SetWaitEvent ignored for phoneline 52

CSVAPI ignores all of the events and waits until the Established Event has arrived. At that time, it sends "oc" to IVR application:

12/04/2000 17:21:26 clm-tlsdefault: Ignoring/Queueing CsQueued Event for client 2 12/04/2000 17:21:26 This Device => 6400 12/04/2000 17:21:26 Call ID => 24 12/04/2000 17:21:26 Other Device(s) => 6702, 5008 12/04/2000 17:21:26 Que ue Coun t => 0 12/04/2000 17:21:26 CallData => "queue_pos_AMEX,0", "queue_pos_NT,0", "queue_pos_UNIX,0",

"queue_pos_VISA,0", "expected_wait_AMEX,0", "expected_wait_NT,0", "expected_wait_UNIX,0 ", "expe cte d_wa it_ VISA,0"

12/04/2000 17:21:26 OldState => Null 12/04/2000 17:21:26 NewState => Queued 12/04/2000 17:21:26 TLinkData => "DNIS,6702", "ANI,5008", "ArrivalTime,12/04/00 17:21:12.968",

"Treatment,9999", "DeviceType,2", "ACDLine,0", "InternalCall,1"

12/04/2000 17:21:26 clm_C op yL as tClnt Event: event queueing is turned on for client 9, dn ’2103’

CSVAPI Sends "oc" when it receives Established Event:

12/04/2000 17:21:30 clm-tlsdefault: Sending CsEstablished Event to client 9 12/04/2000 17:21:30 This Device => 2103 12/04/2000 17:21:30 Call ID => 24 12/04/2000 17:21:30 Other Device(s) => 6702, 5008 12/04/2000 17:21:30 DNIS => 6702 12/04/2000 17:21:30 ANI => 5008 12/04/2000 17:21:30 CallData => "queue_pos_AMEX,0", "queue_pos_NT,0", "queue_pos_UNIX,0",

"queue_pos_VISA,0", "expected_wait_AMEX,0", "expected_wait_NT,0", "expected_wait_UNIX,0 ", "expe cte d_wa it_ VISA,0"

12/04/2000 17:21:30 OldState => Alerting 12/04/2000 17:21:30 NewState => Connected

PeriProducer CTI Toolkit User’s Guide for M1

Page 76 Nortel Networks Confidential # P0606089 Ver: 1.1

Telephony Event Data CSVAPI Log File

12/04/2000 17:21:30 TLinkData => "TN_This,11", "TN_Other,132", "PBXCallId,24", "PBXTimeStamp,7:58:38",

"DNIS,6702", "ANI,5008", "ArrivalTime,12/04/00 17:21:12.968", "DeviceType,6", "PositionID,2103", "AC DLine,1", "InternalCall,1"

12/04/2000 17:21:30 send_apmi_msg: Sent ’oc’ to vms 1, phoneline 52 with data <Established>

CSVAPI Sends "oc" when it receives Established Event:

CSVAPI Receive Set Wait Event for Established after it answers the call. Until CSVAPI receives a Set Wait Event Option, it will queue up 10 messages for each Phone Line.

12/04/2000 17:21:29 apmi_got_send_resource: vms 1, phoneline 52 message converted to v-shell options => 12/04/200 0 17:21:29 option SendRespo nse value No 12/04/200 0 17:21:29 option SetWaitEvent value established 12/04/2000 17:21:29 option CtiFunction value ProcessEvent 12/04/2000 17:21:29 ProcessEvent: clm getting last event callid 0 12/04/2000 17:21:29 clm-CSVAPI: Received CsSetWaitEvent Request from Client 9 12/04/2000 17:21:29 Device => 2103 12/04/2000 17:21:29 CsEventList => Established 12/04/2000 17:21:30 clm-CSVAPI: Sending CsSetWaitEvent Response to Client 9 12/04/2000 17:21:30 This Device => 2103 12/04/2000 17:21:30 Status => Success 12/04/2000 17:21:30 CSVAPI: SetWaitEvent ignored for phoneline 52

CSVAPI ignores all of the events and waits until the Established Event has arrived. At that time, it sends "oc" to IVR application.

"queue_pos_VISA,0", "expected_wait_AMEX,0", "expected_wait_NT,0",

"expected_wait_UNIX,0 ", "expe cte d_wa it_ VISA,0" 12/04/2000 17:21:26 OldState => Null 12/04/2000 17:21:26 NewState => Queued 12/04/2000 17:21:26 TLinkData => "DNIS,6702", "ANI,5008", "ArrivalTime,12/04/00 17:21:12.968",

"Treatment,9999", "DeviceType,2", "ACDLine,0", "InternalCall,1" 12/04/2000 17:21:26 clm_CopyLastClntEvent: event queueing is turned on for client 9, dn ’2103’

Example Log Files

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 77

CSVAPI Sends "oc" when it receives Established Event

"queue_pos_VISA,0", "expected_wait_AMEX,0", "expected_wait_NT,0",

"expected_wait_UNIX,0 ", "expe cte d_wa it_ VISA,0" 12/04/2000 17:21:30 OldState => Alerting 12/04/2000 17:21:30 NewState => Connected 12/04/2000 17:21:30 TLinkData => "TN_This,11", "TN_Other,132", "PBXCallId,24", "PBXTimeStamp,7:58:38",

"DNIS,6702", "ANI,5008", "ArrivalTime,12/04/00 17:21:12.968", "DeviceType,6",

"PositionID,2103", "AC DLine,1", "InternalCall,1" 12/04/2000 17:21:30 send_apmi_msg: Sent ’oc’ to vms 1, phoneline 52 with data <Established>

CSVAPI Sends ANI/DNIS to the Application (from Established Event)

12/04/2000 17:21:30 apmi_got_send_resource: vms 1, phoneline 52 message converted to v-shell options => 12/04/200 0 17:21:30 option RetrieveValue value eventani 12/04/2000 17:21:30 send_apmi_msg: Queued message to vms 1, phoneline 52 with dat a <Retri eveValue ev entani

EventData:(ani:"5008")> 12/04/2000 17:21:30 apmi_got_send_resource: vms 1, phoneline 52 message converted to v-shell options => 12/04/200 0 17:21:30 option RetrieveValue value eventdnis 12/04/2000 17:21:30 send_apmi_msg: Queued message to vms 1, phoneline 52 with data <RetrieveValue

eventdnis EventData:(dnis:"6702")>

PeriProducer CTI Toolkit User’s Guide for M1

Page 78 Nortel Networks Confidential # P0606089 Ver: 1.1

Telephony Request CSVAPI Log File

CSVAPI Receives Blind Transfer Request and Sends the Request to TLS

01/19/2001 11:01:08 apmi_got_send_resource: vms 3, phoneline 2 message converted to v-shell options => 01/19/2001 11:01:08 option SendResponse value No 01/19/2001 11:01:08 option SetWaitEvent value established 01/19/2001 11:01:08 option CtiFunction value ProcessEvent 01/19/2001 11:01:08 ProcessEvent: clm getting last event callid 0 01/19/2001 11:01:08 clm-CSVAPI: Received CsSetWaitEvent Request from Client 6 01/19/2001 11:01:08 Device => 2015 01/19/2001 11:01:08 CsEventList => Established 01/19/2001 1 1: 01:08 clm_CopyLastClntEvent: event queueing is turned on for clie nt 6, dn ’2015’ 01/19/2001 11:01:08 clm_CopyLastClntEvent: number of events in queue = 2 01/19/2001 11:01:08 CSVAPI-clm: evnt_reseteventdata_in_clnttables 01/19/2001 11:01:08 CSVAPI-clm: evnt_reseteventdata_in_clnttables 01/19/2001 11:01:08 clm-tlsdefault: Sending CsEstablished Event to client 6 01/19/2001 11:01:08 This Device => 2015 01/19/2001 11:01:08 Call ID => 61 01/19/2001 11:01:08 Other Device(s) => 2014 01/19/2001 11:01:08 DNIS => 2015 01/19/2001 1 1: 01: 08 ANI => 2014 01/19/2001 1 1: 01: 08 OldS tate => Alerting 01/19/2001 11:01:08 NewState => Connected 01/19/2001 11:01:08 TLinkData => "TN_This,203", "TN_Other,202", "PBXCallId,61", "PBXTimeStamp,11:2:38",

"DNIS,2015", "ANI,2014", "ArrivalTime,01/19/01 11:01:05.281", "DeviceType,1", "ACDLine,0",

"InternalCall,1" 01/19/2001 11:01:08 send_apmi_msg: Sent ’oc’ to vms 3, phoneline 2 with data <Established > 01/19/2001 1 1: 01:08 clm_CopyLastClntEvent: event queueing is turned on for clie nt 5, dn ’2014’ 01/19/2001 11:01:08 clm_CopyLastClntEvent: number of events in queue = 11 01/19/2001 11:01:08 clm_CopyLastClntEvent: event queue size maximum of 10 has been reached 01/19/2001 11:01:08 clm-tlsdefault: Ignoring/Queueing CsEstablished Event for client 5 01/19/2001 11:01:08 This Device => 2014 01/19/2001 11:01:08 Call ID => 61 01/19/2001 11:01:08 Other Device(s) => 2015 01/19/2001 11:01:08 DNIS => 2015 01/19/2001 1 1: 01: 08 ANI => 2014 01/19/2001 1 1: 01: 08 OldS tate => Initiated 01/19/2001 11:01:08 NewState => Connected 01/19/2001 1 1: 01:08 TLinkData => "DNIS,2015", "ANI,2014", "ArrivalTime,01/19/01 11:01:05.281", "Device Type,1",

"ACDLine,0", "InternalCall,1" 01/19/2001 11:01:08 clm-CSVAPI: Sending CsSetWaitEvent Response to Client 6 01/19/2001 11:01:08 This Device => 2015 01/19/2001 11:01:08 Status => Success 01/19/2001 11:01:08 CSVAPI: SetWaitEvent ignored for phoneline 2 01/19/2001 11:01:08 apmi_got_send_resource: vms 3, phoneline 2 message converted to v-shell options => 01/19/2001 11:01:08 option SendResponse value No

Example Log Files

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 79

01/19/2001 11:01:08 option DestinationNumber value 6200 01/19/2001 11:01:08 option SetWaitEvent value Dialing 01/19/200 1 11:01:08 option Ctifunct ion value BlindTransfer 01/19/2001 11:01:08 BlindTransfer: clm getting last event callid 61 01/19/2001 11:01:08 clm-CSVAPI: Received CsBlindTransfer Request from Client 6 01/19/2001 11:01:08 Calling Device => 2015 01/19/2001 11:01:08 Call ID => 61 01/19/2001 11:01:08 Called Device => 6200 01/19/2001 11:01:08 CsEventList => Dialing

CSVAPI Receives Blind Transfer Request and Sends the Request to TLS

CSVAPI Receives Blind Transfer Response from TLS and Ignores it

01/19/2001 11:01:08 clm-tlsdefault: Sending CsBlindTransfer Response to Client 6 01/19/2001 11:01:08 This Device => 2015 01/19/2001 1 1:01:08 Status => Succes s 01/19/2001 11:01:08 CSVAPI: BlindTransfer ignored for phoneline 2

PeriProducer CTI Toolkit User’s Guide for M1

Page 80 Nortel Networks Confidential # P0606089 Ver: 1.1

CSVAPI Receive Held Event from TLS a nd Queues the Event

01/19/2001 1 1: 01:08 clm_CopyLastClntEvent: event queueing is turned on for clie nt 6, dn ’2015’ 01/19/2001 11:01:08 clm_CopyLastClntEvent: creating new event queue 01/19/2001 11:01:08 clm-tlsdefault: Ignoring/Queueing CsHeld Event for client 6 01/19/2001 11:01:08 This Device => 2015 01/19/2001 11:01:08 Call ID => 61 01/19/2001 11:01:08 Other Device(s) => 2014 01/19/2001 11:01:08 DNIS => 2015 01/19/2001 1 1: 01: 08 ANI => 2014 01/19/2001 1 1:01:08 OldState => Conne cte d 01/19/2001 11:01:08 NewState => Held 01/19/2001 11:01:08 TLinkData => "TN_This,203", "TN_Other,202", "PBXCallId,61", "PBXTimeStamp,11:2:38",

"DNIS,2015", "ANI,2014", "ArrivalTime,01/19/01 11:01:05.281", "DeviceType,1", "ACDLine,0",

"InternalCall,1" 01/19/2001 1 1: 01:08 clm_CopyLastClntEvent: event queueing is turned on for clie nt 6, dn ’2015’

CSVAPI Receives Dialing Event from TLS and Send "oc" to Application

01/19/2001 11:01:08 clm_CopyLastClntEvent: number of events in queue = 2 01/19/2001 11:01:08 CSVAPI-clm: evnt_reseteventdata_in_clnttables 01/19/2001 11:01:08 clm-tlsdefault: Sending CsDialing Event to client 6 01/19/2001 11:01:08 This Device => 2015 01/19/2001 11:01:08 Call ID => 161 01/19/2001 11:01:08 Other Device(s) => 6200 01/19/2001 11:01:08 DNIS => 6200 01/19/2001 1 1: 01: 08 ANI => 2015 01/19/2001 1 1: 01:08 OldState => Null 01/19/2001 11:01:08 NewState => Initiated 01/19/2001 1 1: 01:08 TLinkData => "DNIS,6200", "ANI,2015", "ArrivalTime,01/19/01 11:01:08.686", "Device Type,1",

"ACDLine,0", "InternalCall,1" 01/19/2001 11:01:08 send_apmi_msg: Sent ’oc’ to vms 3, phoneline 2 with data <Dialing >

Example Log Files

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 81

CSVAPI Receives Queued and Redirect Event for the CDN from TLS, No Apps are attached

01/19/2001 1 1: 01:08 clm_CopyLastClntEvent: event queueing is turned on for clie nt 2, dn ’6200’ 01/19/2001 11:01:08 clm_CopyLastClntEvent: number of events in queue = 11 01/19/2001 11:01:08 clm_CopyLastClntEvent: event queue size maximum of 10 has been reached 01/19/2001 11:01:08 clm-tlsdefault: Ignoring/Queueing CsQueued Event for client 2 01/19/2001 11:01:08 This Device => 6200 01/19/2001 11:01:08 Call ID => 161 01/19/2001 11:01:08 Other Device(s) => 2015 01/19/2001 1 1: 01:08 Queue Count => 0 01/19/2001 1 1: 01:08 OldState => Null 01/19/2001 11:01:08 NewState => Queued 01/19/2001 1 1: 01:08 TLinkData => "DNIS,6200", "ANI,2 01 5", "ArrivalTim e,01 /19/01 11:01:08.686", " Devi ce Type,2",

"ACDLine,0", "InternalCall,1" 01/19/2001 1 1: 01:08 clm_CopyLastClntEvent: event queueing is turned on for clie nt 2, dn ’6200’ 01/19/2001 11:01:08 clm_CopyLastClntEvent: number of events in queue = 11 01/19/2001 11:01:08 clm_CopyLastClntEvent: event queue size maximum of 10 has been reached 01/19/2001 11:01:08 clm-tlsdefault: Ignoring/Queueing CsRedirect Event for client 2 01/19/2001 11:01:08 This Device => 6200 01/19/2001 11:01:08 Call ID => 161 01/19/2001 11:01:08 Other Device(s) => 2015, 3000 01/19/2001 1 1: 01:08 OldState => Queued 01/19/2001 11:01:08 NewState => Null 01/19/2001 1 1: 01:08 TLinkData => "DNIS,6200", "ANI,2 01 5", "ArrivalT ime,01/19/01 11:01:08.686 ", " Devi ce Type,2",

"ACDLine,0", "InternalCall,1" 01/19/2001 1 1: 01:08 clm_CopyLastClntEvent: event queueing is turned on for clie nt 2, dn ’6200’ 01/19/2001 11:01:08 clm_CopyLastClntEvent: number of events in queue = 11 01/19/2001 11:01:08 clm_CopyLastClntEvent: event queue size maximum of 10 has been reached 01/19/2001 11:01:08 clm-tlsdefault: Ignoring/Queueing CsQueued Event for client 2 01/19/2001 11:01:08 This Device => 6200 01/19/2001 11:01:08 Call ID => 161 01/19/2001 11:01:08 Other Device(s) => 2015, 3000 01/19/2001 1 1: 01:08 Queue Count => 0 01/19/2001 1 1: 01:08 OldState => Null 01/19/2001 11:01:08 NewState => Queued 01/19/2001 1 1: 01:08 TLinkData => "DNIS,6200", "ANI,2 01 5", "ArrivalTim e,01 /19/01 11:01:08.686", " Devi ce Type,2",

"ACDLine,0", "InternalCall,1" 01/19/2001 1 1: 01:08 clm_CopyLastClntEvent: event queueing is turned on for clie nt 2, dn ’6200’ 01/19/2001 11:01:08 clm_CopyLastClntEvent: number of events in queue = 11 01/19/2001 11:01:08 clm_CopyLastClntEvent: event queue size maximum of 10 has been reached 01/19/2001 11:01:08 clm-tlsdefault: Ignoring/Queueing CsTransferred Event for client 2 01/19/2001 11:01:08 This Device => 6200 01/19/2001 11:01:08 Call ID => 61 01/19/2001 11:01:08 Other Device(s) => 2014 01/19/2001 11:01:08 Other Call ID => 161 01/19/2001 1 1: 01:08 OldState => Queued 01/19/2001 11:01:08 NewState => Queued

PeriProducer CTI Toolkit User’s Guide for M1

Page 82 Nortel Networks Confidential # P0606089 Ver: 1.1

01/19/2001 11:01:08 TLinkData => "CallProgressEvent,112", "TN_this,203", "TN_other,4", "DNIS,2015",

"ANI,2014", "ArrivalTime,01/19/01 11:01:05.281", "DeviceType,0", "A CDL ine ,0" ,

"InternalCall,1" 01/19/2001 1 1: 01:08 clm_CopyLastClntEvent: event queueing is turned on for clie nt 6, dn ’2015’ 01/19/2001 11:01:08 clm_CopyLastClntEvent: creating new event queue 01/19/2001 11:01:08 clm-tlsdefault: Ignoring/Queueing CsConnectionCleared Event for client 6 01/19/2001 11:01:08 This Device => 2015 01/19/2001 11:01:08 Call ID => 61 01/19/2001 11:01:08 Other Device(s) => 2014, 6200 01/19/2001 1 1: 01:08 OldState => Held 01/19/2001 11:01:08 NewState => Null 01/19/2001 1 1: 01:08 TLinkData => "DNIS,2015", "ANI,2014", "ArrivalTime,01/19/01 11:01:05.281", "Device Type,1",

"ACDLine,0", "InternalCall,1" 01/19/2001 1 1: 01:08 clm_CopyLastClntEvent: event queueing is turned on for clie nt 6, dn ’2015’ 01/19/2001 11:01:08 clm_CopyLastClntEvent: number of events in queue = 2

CSVAPI Receives Queued and Redirect Event for the CDN from TLS, No Apps are attached

CSVAPI Receive Call Cleared Event from TLS , Queued for Application

01/19/2001 11:01:08 clm-tlsdefault: Ignoring/Queueing CsCallCleared Event for client 6 01/19/2001 11:01:08 This Device => 2015 01/19/2001 11:01:08 Call ID => 161 01/19/2001 11:01:08 Other Device(s) => 3000 01/19/2001 1 1: 01: 08 OldS tate => Initiated 01/19/2001 11:01:08 NewState => Null 01/19/2001 11:01:08 TLinkData => "CallProgressEvent,112", "TN_this,203", "TN_other,4", "DNIS,6200",

"ANI,2015", "ArrivalTime,01/19/01 11:01:08.686", "DeviceType,1", "A CDL ine ,0" ,

"InternalCall,1"

Example Log Files

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 83

User Data CSVAPI Log File

CSVAPI Receives "Preferred Skills" from IVR application as Call-Data and Sends it to CS-DA

12/04/2000 17:23:39 apmi_got_send_resource: vms 1, phoneline 52 message converted to v-shell options => 12/04/200 0 17:23:39 option SendRespo nse value Yes 12/04/2000 17:23:39 option thisdevice value 2103 12/04/2000 17:23:39 option attachedkey value Date-Time 12/04/2000 17:23:39 option attacheddata value 20001204 17234600 12/04/200 0 17:23:39 option attachedkey value Ivr-Line-D N 12/04/2000 17:23:39 option attacheddata value v=1 p=52 d=2103 12/04/2000 17:23:39 option attachedkey value SkillOS 12/04/200 0 17:23:39 option attacheddata value UNIX 12/04/2000 17:23:39 option attachedkey value SkillCard 12/04/200 0 17:23:39 option attacheddata value VISA 12/04/2000 17:23:39 option attachedkey value Account 12/04/2000 17:23:39 option attacheddata value ACT0000100052 12/04/2000 17:23:39 option attachedkey value Phone-Line 12/04/200 0 17:23:39 option attacheddata value 52 12/04/200 0 17:23:39 option attachedkey value CallKey #007 12/04/2000 17:23:39 option attacheddata value CallValue #007 12/04/200 0 17:23:39 option attachedkey value CallKey #008 12/04/2000 17:23:39 option attacheddata value CallValue #008 12/04/200 0 17:23:39 option attachedkey value CallKey #009 12/04/2000 17:23:39 option attacheddata value CallValue #009 12/04/200 0 17:23:39 option attachedkey value CallKey #010 12/04/2000 17:23:39 option attacheddata value CallValue #010 12/04/200 0 17:23:39 option CtiFunction value AttachData 12/04/2000 17:23:39 AttachData: clm getting last event callid 24 12/04/2000 17:23:39 clm-CSVAPI: Received CsSendAddCallData Request from Client 9 12/04/2000 17:23:39 Device => 2103 12/04/2000 17:23:39 Call ID => 24 12/04/2000 17:23:39 CallData => "Date-Time,20001204 17234600", "Ivr-Line-DN, v=1 p=52 d=2103",

"SkillOS,UNIX", "SkillCard,VISA", "Account,ACT0000100052", "Phone-Line,52", "CallKey #007,CallValue #007", "CallKey #008,CallValue #008", "CallKey #009,CallValue #009",

"CallKey #010,CallValue #010" 12/04/2000 17:23:39 clm_C op yL as tClnt Event: event queueing is turned on for client 4, dn ’6702’ 12/04/2000 17:23:39 clm_CopyLastClntEvent: number of events in queue = 4 12/04/2000 17:23:39 clm-tlsdefault: Ignoring/Queueing CsCallData Event for client 4 12/04/2000 17:23:39 This Device => 6702 12/04/2000 17:23:39 Call ID => 24 12/04/2000 17:23:39 Other Device(s) => 5008, 2103 12/04/2000 17:23:39 DNIS => 6702 12/04/2000 17:23:39 ANI => 5008

PeriProducer CTI Toolkit User’s Guide for M1

Page 84 Nortel Networks Confidential # P0606089 Ver: 1.1

12/04/2000 17:23:39 CallData => "queue_pos_AMEX,0", "queue_pos_NT,0", "queue_pos_UNIX,0",

"queue_pos_VISA,0", "expected_wait_AMEX,0", "expected_wait_NT,0", "expected_wait_UNIX,0", "expected_wait_VISA,0", "Date-Time,20001204 17234600", "IvrLine-DN, v=1 p=52 d=2103", "SkillOS,UNIX", "SkillCard,VISA", "Account,ACT0000100052", "Phone-Line,52", "CallKey #007,CallValue #007", "CallKey #008,CallValue #008", "CallKey

#009,CallValue #009", "CallKey #010,CallValue #010" 12/04/2000 17:23:39 OldState => Null 12/04/2000 17:23:39 NewState => Null 12/04/2000 17:23:39 clm_C op yL as tClnt Event: event queueing is turned on for client 9, dn ’2103’ 12/04/2000 17:23:39 clm_CopyLastClntEvent: creating new event queue 12/04/2000 17:23:39 clm-tlsdefault: Ignoring/Queueing CsCallData Event for client 9 12/04/2000 17:23:39 This Device => 2103 12/04/2000 17:23:39 Call ID => 24 12/04/2000 17:23:39 Other Device(s) => 5008, 6702 12/04/2000 17:23:39 DNIS => 6702 12/04/2000 17:23:39 ANI => 5008 12/04/2000 17:23:39 CallData => "queue_pos_AMEX,0", "queue_pos_NT,0", "queue_pos_UNIX,0",

"queue_pos_VISA,0", "expected_wait_AMEX,0", "expected_wait_NT,0",

"expected_wait_UNIX,0", "expected_wait_VISA,0", "Date-Time,20001204 17234600", "Ivr-

Line-DN, v=1 p=52 d=2103", "SkillOS,UNIX", "SkillCard,VISA", "Account,ACT0000100052",

"Phone-Line,52", "CallKey #007,CallValue #007", "CallKey #008,CallValue #008", "CallKey

#009,CallValue #009", "CallKey #010,CallValue #010" 12/04/2000 17:23:39 OldState => Null 12/04/2000 17:23:39 NewState => Null 12/04/2000 17:23:39 clm-tlsdefault: Sending CsSendAddCallData Response to Client 9 12/04/2000 17:23:39 This Device => 2103 12/04/2000 17:23:39 Status => Success 12/04/2000 17:23:39 send_apmi_msg: Sent ’oc’ to vms 1, phoneline 52 with data <SendAddCallData>

CSVAPI Receives "Preferred Skills" from IVR application as Call-Data and Sends it to CS-DA

CSDA Receives "Preferred Skills" as Call-Data and attaches it to CallId

12/04/2000 17:23:39 clm-tlsdefault: Received CsSendAddCallData Request from Client 3 12/04/2000 17:23:39 Application ID => 9.##### 12/04/2000 17:23:39 Device => 2103 12/04/2000 17:23:39 Call ID => 24 12/04/2000 17:23:39 CallData => "Date-Time,20001204 17234600", "Ivr-Line-DN, v=1 p=52 d=2103",

"SkillOS,UNIX", "SkillCard,VISA", "Account,ACT0000100052", "Phone-Line,52", "CallKey

#007,CallValue #007", "CallKey #008,CallValue #008", "CallKey #009,CallValue #009",

"CallKey #010,CallValue #010"

CSDA Sends Call-Data Event to all Devices on the Call

12/04/2000 17:23:39 clm-csda: Sending CsCallData Event to client 3 12/04/2000 17:23:39 Application ID => 9.##### 12/04/2000 17:23:39 This Device => 2103 12/04/2000 17:23:39 Call ID => 24 12/04/2000 17:23:39 Other Device(s) => 5008, 6702

Example Log Files

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 85

12/04/2000 17:23:39 DNIS => 6702 12/04/2000 17:23:39 ANI => 5008 12/04/2000 17:23:39 CallData => "queue_pos_AMEX,0", "queue_pos_NT,0", "queue_pos_UNIX,0",

#009,CallValue #009", "CallKey #010,CallValue #010" 12/04/2000 17:23:39 OldState => Null 12/04/2000 17:23:39 NewState => Null

CSDA Sends Call-Data Event to all Devices on the Call

CSDA Sends Call-Data Response to CS-VAPI

12/04/2000 17:23:39 clm-csda: Sending Cs SendAddCallData Response to Client 3 12/04/2000 17:23:39 Application ID => 9.##### 12/04/2000 17:23:39 This Device => 2103 12/04/2000 17:23:39 Status => Success

IVR application Disconnects from the Call

12/04/2000 17:23:46 clm-tlsdefault: Sending CsConnectionCleared Event to client 3 12/04/2000 17:23:46 Application ID => 9.##### 12/04/2000 17:23:46 This Device => 2103 12/04/2000 17:23:46 Call ID => 24 12/04/2000 17:23:46 Other Device(s) => 6702, 5008 12/04/2000 17:23:46 CallData => "queue_pos_AMEX,0", "queue_pos_NT,0", "queue_pos_UNIX,0",

"queue_pos_VISA,0", "expected_wait_AMEX,0", "expected_wait_NT,0",

"expected_wait_UNIX,0", "expected_wait_VISA,0", "Date-Time,20001204 17234600", "Ivr-

Line-DN, v=1 p=52 d=2103", "SkillOS,UNIX", "SkillCard,VISA", "Account,ACT0000100052",

"Phone-Line,52", "CallKey #007,CallValue #007", "CallKey #008,CallValue #008", "CallKey

#009,CallValue #009", "CallKey #010,CallValue #010" 12/04/2000 17:23:46 OldState => Connected 12/04/2000 17:23:46 NewState => Null 12/04/2000 17:23:46 TLinkData => "TN_This,11", "PBXCallId,24", "PBXTimeStamp,8:0:54", "DNIS,6702",

"ANI,5008", "ArrivalTime,12/04/00 17:21:12.968", "DeviceType,6", "PositionID,2103",

"ACDLine,1", "InternalCall,1"

CSVAPI Receives "Free R esource" and Cleans-Up the Event Queue

12/04/2000 17:23:45 apmi_issue_free_resource: vms 1, phoneline 52 free resource request cleaning up. 12/04/200 0 17:23:45 apmi_issue_free_resource: cleared dnentry information for client 9 12/04/2000 17:23:45 clm-Admin: Preparing to complete Unregisters for Client 9 12/04/2000 17:23:45 clm-Admin: Setting timer for 100 millis econds. 12/04/2000 17:23:45 clm-CSVAPI: Device 2103 Auto-Registered.

PeriProducer CTI Toolkit User’s Guide for M1

Page 86 Nortel Networks Confidential # P0606089 Ver: 1.1

Device Statistics Data CSRSM and CSRSMLS Log Files

CSRSM Receives Get Device Parameter from IVR Application Statistics -Type skil litd (Skill Interval To Date), thisdevice = Skill-Name

12/04/2000 17:22:08 apmi_issue_get_resource: vms 1, phoneline 52 get resource request. 12/04/2000 17:22:08 apmi_got_send_resource: vms 1, phoneline 52 message converted to v-shell options => 12/04/2000 17:22:08 option thisdevice value VISA 12/04/200 0 17:22:08 option param value skillitd 12/04/2000 17:22:08 option ctifuncti on va lue getdeviceparam 12/04/200 0 17:22:08 getdeviceparam: clm getting last event callid 0 12/04/2000 17:22:08 CSVAPI_extract_vmsphoneline: extracted vmsnum = 1, phoneline = 52 from clientid = 65588 12/04/2000 17:22:08 clm-csrsm: Received CsGetDeviceParam Request from Client 2 12/04/2000 17:22:08 Device => VISA 12/04/2000 17:22:08 Call ID => 0 12/04/2000 17:22:08 Parameter => Skill Interval to Date

CSRSMLS Receives Get Device Parameter from CSRSM

12/04/2000 17:22:08 clm-tlsdefault: Received CsGetDeviceParam Request from Client 1 12/04/2000 17:22:08 Application ID => 2.##### 12/04/2000 17:22:08 Device => VISA 12/04/2000 17:22:08 Call ID => 0 12/04/2000 17:22:08 Parameter => Skill Interval to Date 12/04/2000 17:22:08 clm-csrsmls: Sending CsGetDeviceParam Response to Client 1 12/04/2000 17:22:08 Application ID => 2.##### 12/04/2000 17:22:08 Device => VISA 12/04/2000 17:22:08 Parameter => Skill Interval to Date 12/04/2000 17:22:08 Status => Success

Example Log Files

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 87

CSRSM Sends Get Device Parameter Response to IVR Application

12/04/2000 17:22:08 clm-tlsdefault: Sen ding CsGetDeviceParam Response to Client 2 12/04/2000 17:22:08 Device => VISA 12/04/2000 17:22:08 Parameter => Skill Interval to Date 12/04/2000 17:22:08 Status => Success 12/04/2000 17:22:08 send_apmi_msg: Queued message to v ms 1, phoneline 52 with data <GetD eviceParam

EventData:( csrsmstatdata:(datakey:"AgentsAvailable" datavalue:"0")

csrsmstatdata:(datakey:"AgentsInService" datavalue:"0")

csrsmstatdata:(datakey:"AgentsOnSkillsetCall" datavalue:"0")

csrsmstatdata:(datakey:"AgentsNotReady" datav alue:"0")

csrsmstatdata:(datakey:"CallsWaiting" datavalue:"0")

csrsmstatdata:(datakey:"LongestWaitingTimeSinceLastCall" datavalue:"0")

csrsmstatdata:(datakey:"MaxWaitingTime" datavalue:"0")

csrsmstatdata:(datakey:"WaitingTime" datavalue:"0")

csrsmstatdata:(datakey:"ExpectedWaitTime" datavalue:"0")

csrsmstatdata:(datakey:"CallsAnsweredAfterThreshold" datavalue:"0")

csrsmstatdata:(datakey:"LongestWaitingTimeSinceLogin" datavalue:"0")

csrsmstatdata:(datakey:"AgentsOnDNCalls" datavalue:"0")

csrsmstatdata:(datakey:"SkillsetState" datavalue:"0")

csrsmstatdata:(datakey:"AgentsUnavailable" datavalue:"0")

csrsmstatdata:(datakey:"NetworkCallsWaiting" datavalue:"0")

csrsmstatdata:(datakey:"NetworkCallsAnswered" datavalue:"0")

csrsmstatdata:(datakey:"QueuedCallAnswered" datavalue:"0")

csrsmstatdata:(datakey:"TotalCallsAnsweredDelay" datavalue:"0")

csrsmstatdata:(datakey:"TotalCallsAnswered" datavalue:"0")

csrsmstatdata:(datakey:"AgentOnNetworkSkillsetCall" datavalue:"0"))> 12/04/2000 17:22:08 apmi_issue_free_resource: vms 1, phoneline 52 free resource request cleaning up. 12/04/2000 17:22:19 CSVAPI_combine_vmsphoneline: converted vmsnum = 1, phoneline = 52 to clientid = 65588

CSRSM Receives Get Device Parameter from IVR Application Statistics-Type skillmwnd (Skill Moving Window), thisdevice = Skill-Name

12/04/2000 17:22:19 apmi_issue_get_resource: vms 1, phoneline 52 get resource request. 12/04/2000 17:22:19 apmi_got_send_resource: vms 1, phoneline 52 message converted to v-shell options => 12/04/2000 17:22:19 option thisdevice value VISA 12/04/2000 17:22:19 option param value skillmwnd 12/04/2000 17:22:19 option ctifuncti on value getdevicepara m 12/04/200 0 17:22:19 getdeviceparam: clm getting last event callid 0 12/04/2000 17:22:19 CSVAPI_extract_vmsphoneline: extracted vmsnum = 1, phoneline = 52 from clientid = 65588 12/04/2000 17:22:19 clm-csrsm: Received CsGetDeviceParam Request from Client 2 12/04/2000 17:22:19 Device => VISA 12/04/2000 17:22:19 Call ID => 0 12/04/2000 17:22:19 Parameter => Skill Moving Window

PeriProducer CTI Toolkit User’s Guide for M1

Page 88 Nortel Networks Confidential # P0606089 Ver: 1.1

CSRSMLS Receives Get Device Parameter from CSRSM

12/04/2000 17:22:19 clm-tlsdefault: Received CsGetDeviceParam Request from Client 1 12/04/2000 17:22:19 Application ID => 2.##### 12/04/2000 17:22:19 Device => VISA 12/04/2000 17:22:19 Call ID => 0 12/04/2000 17:22:19 Parameter => Skill Moving Window 12/04/2000 17:22:19 clm-csrsmls: Sending CsGetDeviceParam Response to Client 1 12/04/2000 17:22:19 Application ID => 2.##### 12/04/2000 17:22:19 Device => VISA 12/04/2000 17:22:19 Parameter => Skill Moving Window 12/04/2000 17:22:19 Status => Success

CSRSM Sends Get Device Parameter Response to IVR Application

12/04/2000 17:22:19 clm-tlsdefault: Sen ding CsGetDeviceParam Response to Client 2 12/04/2000 17:22:19 Device => VISA 12/04/2000 17:22:19 Parameter => Skill Moving Window 12/04/2000 17:22:19 Status => Success 12/04/2000 17:22:19 send_apmi_msg: Queued message to v ms 1, phoneline 52 with data <Get DeviceParam

EventData:( csrsmstatdata:(datakey:"AgentsAvailable" datavalue:"0") csrsmstatdata:(datakey:"AgentsInService" datavalue:"0") csrsmstatdata:(datakey:"AgentsOnSkillsetCall" datavalue:"0") csrsmstatdata:(datakey:"AgentsNotReady" datav alue:"0") csrsmstatdata:(datakey:"CallsWaiting" datavalue:"0") csrsmstatdata:(datakey:"LongestWaitingTimeSinceLastCall" datavalue:"0") csrsmstatdata:(datakey:"MaxWaitingTime" datavalue:"0") csrsmstatdata:(datakey:"WaitingTime" datavalue:"0") csrsmstatdata:(datakey:"ExpectedWaitTime" datavalue:"0") csrsmstatdata:(datakey:"CallsAnsweredAfterThreshold" datavalue:"0") csrsmstatdata:(datakey:"LongestWaitingTimeSinceLogin" datavalue:"0") csrsmstatdata:(datakey:"AgentsOnDNCalls" datavalue:"0") csrsmstatdata:(datakey:"SkillsetState" datavalue:"0") csrsmstatdata:(datakey:"AgentsUnavailable" datavalue:"0") csrsmstatdata:(datakey:"NetworkCallsWaiting" datavalue:"0") csrsmstatdata:(datakey:"NetworkCallsAnswered" datavalue:"0") csrsmstatdata:(datakey:"QueuedCallAnswered" datavalue:"0") csrsmstatdata:(datakey:"TotalCallsAnsweredDelay" datavalue:"0") csrsmstatdata:(datakey:"TotalCallsAnswered" datavalue:"0") csrsmstatdata:(datakey:"AgentOnNetworkSkillsetCall" datavalue:"0"))>

12/04/2000 17:22:19 apmi_issue_free_resource: vms 1, phoneline 52 free resource request cleaning up.

Example Log Files

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 89

Send TAPI Call Data CSTAPI and CSTAPILS Log Files

CSTAPI Receives Add Call Data request from IVR Application

12/04/2000 17:23:39 CSVAPI_combine_vmsphoneline: converted vmsnum = 1, phoneline = 52 to clientid = 65588 12/04/2000 17:23:39 apmi_issue_get_resource: vms 1, phoneline 52 get resource request. 12/04/2000 17:23:39 apmi_got_send_resource: vms 1, phoneline 52 message converted to v-shell options => 12/04/200 0 17:23:39 option SendRespo nse value Yes 12/04/2000 17:23:39 option thisdevice value 2103 12/04/2000 17:23:39 option attachedkey value Date-Time 12/04/2000 17:23:39 option attacheddata value 20001204 17234600 12/04/200 0 17:23:39 option attachedkey value Ivr-Line-D N 12/04/2000 17:23:39 option attacheddata value v=1 p=52 d=2103 12/04/2000 17:23:39 option attachedkey value SkillOS 12/04/200 0 17:23:39 option attacheddata value UNIX 12/04/2000 17:23:39 option attachedkey value SkillCard 12/04/200 0 17:23:39 option attacheddata value VISA 12/04/2000 17:23:39 option attachedkey value Account 12/04/2000 17:23:39 option attacheddata value ACT0000100052 12/04/2000 17:23:39 option attachedkey value Phone-Line 12/04/200 0 17:23:39 option attacheddata value 52 12/04/200 0 17:23:39 option attachedkey value CallKey #007 12/04/2000 17:23:39 option attacheddata value CallValue #007 12/04/200 0 17:23:39 option attachedkey value CallKey #008 12/04/2000 17:23:39 option attacheddata value CallValue #008 12/04/200 0 17:23:39 option attachedkey value CallKey #009 12/04/2000 17:23:39 option attacheddata value CallValue #009 12/04/200 0 17:23:39 option attachedkey value CallKey #010 12/04/2000 17:23:39 option attacheddata value CallValue #010 12/04/200 0 17:23:39 option CtiFunction value AttachData 12/04/2000 17:23:39 AttachData: clm getting last event callid 0 12/04/2000 17:23:39 clm-cstapi: Received CsSendAddCallDat a Req ues t from Clie nt 4 12/04/2000 17:23:39 Device => 2103 12/04/2000 17:23:39 Call ID => 0 12/04/2000 17:23:39 CallData => "Date-Time,20001204 17234600", "Ivr-Line-DN, v=1 p=52 d=2103",

"SkillOS,UNIX", "SkillCard,VISA", "Account,ACT0000100052", "Phone-Line,52", "CallKey

#007,CallValue #007", "CallKey #008,CallValue #008", "CallKey #009,CallValue #009",

"CallKey #010,CallValue #010"

PeriProducer CTI Toolkit User’s Guide for M1

Page 90 Nortel Networks Confidential # P0606089 Ver: 1.1

CSTAPILS Receives Add Call Data request from CSTAPI

12/04/2000 17:23:39 clm-tlsdefault: Received CsSendAddCallData Request from Client 0 12/04/2000 17:23:39 Application ID => 4.##### 12/04/2000 17:23:39 Device => 2103 12/04/2000 17:23:39 Call ID => 0 12/04/2000 17:23:39 CallData => "Date-Time,20001204 17234600", "Ivr-Line-DN, v=1 p=52 d=2103",

"SkillOS,UNIX", "SkillCard,VISA", "Account,ACT0000100052", "Phone-Line,52", "CallKey #007,CallValue #007", "CallKey #008,CallValue #008", "CallKey #009,CallValue #009",

"CallKey #010,CallValue #010" 12/04/2000 17:23:39 CSTAPILS::cstapils_ServiceCallback got called 12/04/2000 17:23:39 CSTAPILS::Pro cess_MT_CSREQUEST got called 12/04/2000 17:23:39 Number of bytes 258

12/04/2000 17:23:39 fe 0a 01 02 0e 00 02 02 01 00 04 08 00 02 32 31 ..............21

12/04/2000 17:23:39 30 33 07 00 f0 01 00 ec 02 44 61 74 65 2d 54 69 03.......Date-Ti

12/04/2000 17:23:39 6d 65 2c 32 30 30 30 31 32 30 34 20 31 37 32 33 me,20001204 1723 12/04/2000 17:23:39 34 36 30 30 2c 49 76 72 2d 4c 69 6e 65 2d 44 4e 4600,Ivr-Line-DN 12/04/2000 17:23:39 2c 20 76 3d 31 20 20 70 3d 35 32 20 64 3d 32 31 , v=1 p=52 d=21 12/04/2000 17:23:39 30 33 2c 53 6b 69 6c 6c 4f 53 2c 55 4e 49 58 2c 03,SkillOS,UNIX, 12/04/2000 17:23:39 53 6b 69 6c 6c 43 61 72 64 2c 56 49 53 41 2c 41 SkillCard,VISA,A 12/04/2000 17:23:39 63 63 6f 75 6e 74 2c 41 43 54 30 30 30 30 31 30 ccount,ACT000010 12/04/2000 17:23:39 30 30 35 32 2c 50 68 6f 6e 65 2d 4c 69 6e 65 2c 0052,Phone-Line, 12/04/2000 17:23:39 35 32 2c 43 61 6c 6c 4b 65 79 20 23 30 30 37 2c 52,CallKey #007, 12/04/2000 17:23:39 43 61 6c 6c 56 61 6c 75 65 20 23 30 30 37 2c 43 CallValue #007,C 12/04/200 0 17:23:39 61 6c 6c 4b 65 79 20 23 3 0 30 38 2c 43 61 6c 6c allKey #008,Call 12/04/2000 17:23:39 56 61 6c 75 65 20 23 30 30 38 2c 43 61 6c 6c 4b Value #008,CallK 12/04/2000 17:23:39 65 79 20 23 30 30 39 2c 43 61 6c 6c 56 61 6c 75 ey #009,CallValu 12/04/2000 17:23:39 65 20 23 30 30 39 2c 43 61 6c 6c 4b 65 79 20 23 e #009,CallKey # 12/04/2000 17:23:39 30 31 30 2c 43 61 6c 6c 56 61 6c 75 65 20 23 30 010,CallValue #0 12/04/200 0 17:23:39 31 30 10 12/04/2000 17:23:39 CSTAPILS::M3 Message IVRCallerData is queued at 2000.12.04-17:23:39 12/04/2000 17:23:39 CSTAPILS::Successfully sent the caller data message 12/04/2000 17:23:39 CSTAPILS::cstapils_ServiceCallback got called 12/04/2000 17:23:39 CSTAPILS::MT_CSRESPONSE not supported 12/04/200 0 17:23:39 clm-cstapils: Sending CsSendAddC allData Response to Client 0 12/04/2000 17:23:39 Application ID => 4.##### 12/04/2000 17:23:39 This Device => 2103 12/04/2000 17:23:39 Status => Success 12/04/2000 17:23:39 CSTAPILS::New host message received 12/04/200 0 17:23:39 CSTAPILS::ProcessIVRMessa ge DEFAULT TLSERVERNAME: tlsdefault 12/04/2000 17:23:39 CSTAPILS::M1 3 Processing MsgType IVRCallerDataResponse with MsgRefId: 2 12/04/2000 17:23:39 clm-tlsdefault: Received CsSendAddCallData Request from Client 0 12/04/2000 17:23:39 Device => 2103 12/04/2000 17:23:39 Call ID => 0

Example Log Files

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 91

CSTAPI Sends "oc" to IVR Application

12/04/2000 17:23:39 clm-tlsdefault: Sending CsSendAddCallData Response to Client 4 12/04/2000 17:23:39 This Device => 2103 12/04/2000 17:23:39 Status => Success 12/04/2000 17:23:39 send_apmi_msg: Sent ’oc’ to vms 1, phoneline 52 with data <SendAddCallData > 12/04/2000 17:23:39 apmi_issue_free_resource: vms 1, phoneline 52 free resource request cleaning up. 12/04/200 0 17:23:39 apmi_issue_free_resource: cleared dnentry information for client 4 12/04/2000 17:23:39 clm-Admin: Preparing to complete Unregisters for Client 4 12/04/2000 17:23:39 clm-Admin: Setting timer for 100 millis econds. 12/04/2000 17:23:39 clm-cstapi: Device 2103 Auto-Registered.

PeriProducer CTI Toolkit User’s Guide for M1

Page 92 Nortel Networks Confidential # P0606089 Ver: 1.1

Send TAPI SCCS Call Data CSTAPI and CSTAPILS Log Files

CSTAPI Receives Add Call Data request from IVR Application

"SkillOS,UNIX", "SkillCard,VISA", "Account,ACT0000100052", "Phone-Line,52", "CallKey

#007,CallValue #007", "CallKey #008,CallValue #008", "CallKey #009,CallValue #009",

"CallKey #010,CallValue #010"

Example Log Files

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 93

CSTAPILS Receives Add Call Data request from CSTAPI

"SkillOS,UNIX", "SkillCard,VISA", "Account,ACT0000100052", "Phone-Line,52", "CallKey #007,CallValue #007", "CallKey #008,CallValue #008", "CallKey #009,CallValue #009",

"CallKey #010,CallValue #010" 12/04/2000 17:23:39 CSTAPILS::cstapils_ServiceCallback got called 12/04/2000 17:23:39 CSTAPILS::Pro cess_MT_CSREQUEST got called 12/04/2000 17:23:39 Number of bytes 258

12/04/2000 17:23:39 fe 0a 01 02 0e 00 02 02 01 00 04 08 00 02 32 31 ..............21

12/04/2000 17:23:39 30 33 07 00 f0 01 00 ec 02 44 61 74 65 2d 54 69 03.......Date-Ti

12/04/2000 17:23:39 6d 65 2c 32 30 30 30 31 32 30 34 20 31 37 32 33 me,20001204 1723 12/04/2000 17:23:39 34 36 30 30 2c 49 76 72 2d 4c 69 6e 65 2d 44 4e 4600,Ivr-Line-DN 12/04/2000 17:23:39 2c 20 76 3d 31 20 20 70 3d 35 32 20 64 3d 32 31 , v=1 p=52 d=21 12/04/2000 17:23:39 30 33 2c 53 6b 69 6c 6c 4f 53 2c 55 4e 49 58 2c 03,SkillOS,UNIX, 12/04/2000 17:23:39 53 6b 69 6c 6c 43 61 72 64 2c 56 49 53 41 2c 41 SkillCard,VISA,A 12/04/2000 17:23:39 63 63 6f 75 6e 74 2c 41 43 54 30 30 30 30 31 30 ccount,ACT000010 12/04/2000 17:23:39 30 30 35 32 2c 50 68 6f 6e 65 2d 4c 69 6e 65 2c 0052,Phone-Line, 12/04/2000 17:23:39 35 32 2c 43 61 6c 6c 4b 65 79 20 23 30 30 37 2c 52,CallKey #007, 12/04/2000 17:23:39 43 61 6c 6c 56 61 6c 75 65 20 23 30 30 37 2c 43 CallValue #007,C 12/04/2000 17:23:39 61 6c 6c 4b 65 79 20 23 30 30 38 2c 43 61 6c 6c allKey #008,Call 12/04/2000 17:23:39 56 61 6c 75 65 20 23 30 30 38 2c 43 61 6c 6c 4b Value #008,CallK 12/04/2000 17:23:39 65 79 20 23 30 30 39 2c 43 61 6c 6c 56 61 6c 75 ey #009,CallValu 12/04/2000 17:23:39 65 20 23 30 30 39 2c 43 61 6c 6c 4b 65 79 20 23 e #009,CallKey # 12/04/2000 17:23:39 30 31 30 2c 43 61 6c 6c 56 61 6c 75 65 20 23 30 010,CallValue #0 12/04/200 0 17:23:39 31 30 10 12/04/2000 17:23:39 CSTAPILS::M3 Message IVRCallerData is queued at 2000.12.04-17:23:39 12/04/2000 17:23:39 CSTAPILS::Successfully sent the caller data message 12/04/2000 17:23:39 CSTAPILS::cstapils_ServiceCallback got called 12/04/2000 17:23:39 CSTAPILS::MT_CSRESPONSE not supported 12/04/2000 17:23:39 clm-cstapils: Sending CsSendAddCallData Response to Client 0 12/04/2000 17:23:39 Application ID => 4.##### 12/04/2000 17:23:39 This Device => 2103 12/04/2000 17:23:39 Status => Success 12/04/2000 17:23:39 CSTAPILS::New host message received 12/04/200 0 17:23:39 CSTAPILS::ProcessIVRMessa ge DEFAULT TLSERVERNAME: tlsdefault 12/04/2000 17:23:39 CSTAPILS::M13 Processing MsgType IVRCallerDataResponse with MsgRefId: 2 12/04/2000 17:23:39 clm-tlsdefault: Received CsSendAddCallData Request from Client 0 12/04/2000 17:23:39 Device => 2103 12/04/2000 17:23:39 Call ID => 0

PeriProducer CTI Toolkit User’s Guide for M1

Page 94 Nortel Networks Confidential # P0606089 Ver: 1.1

CSTAPI Sends "oc" to IVR Application

Example Log Files

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 95

Log Message Example Application Log File

03/20/01 13:38:13 application starts 03/20/01 13:38:19 Got CTI resource CTI 03/20/01 13:38:19 AgentID:1505 Agent DN:2105 03/20/01 13:38 :20 Agent 1505 logged out. 03/20/01 13:38 :21 Agent 1505 logged in 03/20/01 13:38:46 Ani is 2004 03/20/01 13:38:46 Dnis is 6702 03/20/01 13:38:46 log: [One CallData item] 03/20/01 13:38:47 EVENT DATA01: status: 03/20/01 13:38:47 EVENT DATA02: callid: 03/20/01 13:38:47 EVENT DATA03: othercallid : 03/20/01 13:38:47 EVENT DATA04: otherdevice: 03/20/01 13:38:47 EVENT DATA05: agent id: 03/20/01 13:38:47 EVENT DATA06: agent st a te: 03/20/01 13:38:47 EVENT DATA07: qtime: 03/20/01 13:38:47 EVENT DATA08: eta: 03/20/01 13:38:47 EVENT DATA09: dnis: 6702 03/20/01 13:38:47 EVENT DATA10: ani: 2004 03/20/01 13:38:47 EVENT DATA11: route: 03/20/01 13:38:47 EVENT DATA14: thisobjec tke y: 03/20/01 13:38:47 EVENT DATA13: thispath key: 03/20/01 13:38:47 EVENT DATA14: tlservernam e: 03/20/01 13:38:47 EVENT DATA15/16: paramname: paramvalue: 03/20/01 13:38:47 ATTRIBUTE DATA ARRAY DUMP STARTS 03/20/01 13:38:47 ATTRIBUTE DATA ARRAY DUMP ENDS 03/20/01 13:38:47 CALL DATA ARRAY DUMP STARTS 03/20/01 13:38:47 CTI.EventData.calldata.datakey(1 ): selected_service 03/20/01 13:38:47 CTI.EventData.calldata.datavalue(1 ): 03/20/01 13:38:47 CALL DATA ARRAY DUMP ENDS 03/20/01 13:38:47 CSRSM STAT DATA ARRAY DUMP STARTS 03/20/01 13:38:47 CSRSM STAT DATA ARRAY DUMP ENDS 03/20/01 13:38:47 TLINK DATA ARRAY DUMP STARTS 03/20/01 13:38:47 TLINK DATA ARRAY DUMP ENDS 03/20/01 13:38:47 will send: TES TDA ; applicitd 03/20/01 13:38:47 AllOK: Send/ Get of RSM data was successful. 03/20/01 13:38:47 log: [CSRSMLS: TESTDA ] 03/20/01 13:38:47 EVENT DATA01: status: 03/20/01 13:38:47 EVENT DATA02: callid: 03/20/01 13:38:47 EVENT DATA03: othercallid : 03/20/01 13:38:47 EVENT DATA04: otherdevice: 03/20/01 13:38:47 EVENT DATA05: agent id: 03/20/01 13:38:51 EVENT DATA06: agent st a te: 03/20/01 13:38:51 EVENT DATA07: qtime:

PeriProducer CTI Toolkit User’s Guide for M1

Page 96 Nortel Networks Confidential # P0606089 Ver: 1.1

03/20/01 13:38:51 EVENT DATA08: eta: 03/20/01 13:38:51 EVENT DATA09: dnis: 03/20/01 13:38:51 EVENT DATA10: ani: 03/20/01 13:38:51 EVENT DATA11: route: 03/20/01 13:38:51 EVENT DATA14: thisobjec tke y: 03/20/01 13:38:51 EVENT DATA13: thispath key: 03/20/01 13:38:51 EVENT DATA14: tlservernam e: 03/20/01 13:38:51 EVENT DATA15/16: paramname: paramvalue: 03/20/01 13:38:51 ATTRIBUTE DATA ARRAY DUMP STARTS 03/20/01 13:38:51 ATTRIBUTE DATA ARRAY DUMP ENDS 03/20/01 13:38:51 CALL DATA ARRAY DUMP STARTS 03/20/01 13:38:51 CALL DATA ARRAY DUMP ENDS 03/20/01 13:38:51 CSRSM STAT DATA ARRAY DUMP STARTS 03/20/01 13:38:51 CTI.EventData.csrsmstatdata.datakey(1 ): CallsAbandoned 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(1 ): 4 03/20/01 13:38:51 CTI.EventData.csrsmstatdata.datakey(2 ): CallsAbandonedAfterThreshold 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(2 ): 4 03/20/01 13:38:51 CTI.EventData.csrsmstatdata.datakey(3 ): CallsAbandonedDelay 03/20/01 13:38:51 CTI.EventData.csrsmstatdata.datavalue(3 ): 4594 03/20/01 13:38:51 CTI.EventData.csrsmstatdata.datakey(4 ): CallsAnswered 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(4 ): 0 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datakey(5 ): CallsAnsweredAfterThreshold 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(5 ): 0 03/20/01 13:38:51 CTI.EventData.csrsmstatdata.datakey(6 ): CallsAnsweredDelay 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(6 ): 0 03/20/01 13:38:51 CTI.EventData.csrsmstatdata.datakey(7 ): CallsWaiting 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(7 ): 4 03/20/01 13:38:51 CTI.EventData.csrsmstatdata.da takey(8 ): MaxWaitingTime 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(8 ): 20 03/20/01 13:38:51 CTI.EventD ata.csrsmstatdata.datakey(9 ): WaitingTime 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(9 ): 80 03/20/01 13:38:51 CTI.EventData.csrsmstatdata.datakey(10): CallsAnsweredDelayAtSkillset 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(10): 0 03/20/01 13:38:51 CTI.EventData.csrsmstatdata.datakey(11): CallsGivenTerminationTreatment 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(11): 0 03/20/01 13:38:51 CTI.EventD ata.csrsmstatdata.datakey(12): CallsOffered 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(12): 4 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datakey(13): TimeBeforeInterflow 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(13): 0 03/20/01 13:38:51 CTI.EventData.csrsmstatdata.datakey(14): NetworkOutCalls 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(14): 0 03/20/01 13:38:51 CTI.EventData.csrsmstatdata.datakey(15): NetworkOutCallsAbandoned 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(15): 0 03/20/01 13:38:51 CTI.EventData.csrsmstatdata.datakey(16): NetworkOutCallsAbandonedDelay 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(16): 0 03/20/01 13:38:51 CTI.EventData.csrsmstatdata.datakey(17): NetworkOutCallsAnswered

Example Log Files

# P0606089 Ver: 1.1 Nortel Networks Confidential Page 97

03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(17): 0 03/20/01 13:38:51 CTI.EventData.csrsmstatdata.datakey(18): NetworkOutCallsAnsweredDelay 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(18): 0 03/20/01 13:38:51 CTI.EventData.csrsmstatdata.datakey(19): NetworkOutCallsWaiting 03/20/01 13:38:51 CTI.EventData.csrsmstatdata. datavalue(19): 0 03/20/01 13:38:51 CSRSM STAT DATA ARRAY DUMP ENDS 03/20/01 13:38:51 TLINK DATA ARRAY DUMP STARTS 03/20/01 13:38:51 TLINK DATA ARRAY DUMP ENDS 03/20/01 13:38:51 will send: TESTDA; applicmwnd 03/20/01 13:38:52 AllOK: Send/ Get of RSM data was successful. 03/20/01 13:38:52 log: [CSRSMLS: TESTDA ] 03/20/01 13:38:52 EVENT DATA01: status: 03/20/01 13:38:52 EVENT DATA02: callid: 03/20/01 13:38:52 EVENT DATA03: othercallid : 03/20/01 13:38:52 EVENT DATA04: otherdevice: 03/20/01 13:38:52 EVENT DATA05: agent id: 03/20/01 13:38:52 EVENT DATA06: agent st a te: 03/20/01 13:38:52 EVENT DATA07: qtime: 03/20/01 13:38:52 EVENT DATA08: eta: 03/20/01 13:38:52 EVENT DATA09: dnis: 03/20/01 13:38:52 EVENT DATA10: ani: 03/20/01 13:38:52 EVENT DATA11: route: 03/20/01 13:38:52 EVENT DATA14: thisobjec tke y: 03/20/01 13:38:52 EVENT DATA13: thispath key: 03/20/01 13:38:52 EVENT DATA14: tlservernam e: 03/20/01 13:38:52 EVENT DATA15/16: paramname: paramvalue: 03/20/01 13:38:52 ATTRIBUTE DATA ARRAY DUMP STARTS 03/20/01 13:38:52 ATTRIBUTE DATA ARRAY DUMP ENDS 03/20/01 13:38:52 CALL DATA ARRAY DUMP STARTS 03/20/01 13:38:52 CALL DATA ARRAY DUMP ENDS 03/20/01 13:38:52 CSRSM STAT DATA ARRAY DUMP STARTS 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(1 ): CallsAbandoned 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(1 ): 4 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(2 ): CallsAbandonedAfterThreshold 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(2 ): 4 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(3 ): CallsAbandonedDelay 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datavalue(3 ): 4594 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(4 ): CallsAnswered 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(4 ): 0 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datakey(5 ): CallsAnsweredAfterThreshold 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(5 ): 0 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(6 ): CallsAnsweredDelay 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(6 ): 0 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(7 ): CallsWaiting 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(7 ): 4 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.da takey(8 ): MaxWaitingTime

PeriProducer CTI Toolkit User’s Guide for M1

Page 98 Nortel Networks Confidential # P0606089 Ver: 1.1

03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(8 ): 26 03/20/01 13:38:52 CTI.EventD ata.csrsmstatdata.datakey(9 ): WaitingTime 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(9 ): 104 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(10): CallsAnsweredDelayAtSkillset 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(10): 0 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(11): CallsGivenTerminationTreatment 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(11): 0 03/20/01 13:38:52 CTI.EventD ata.csrsmstatdata.datakey(12): CallsOffered 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(12): 4 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datakey(13): TimeBeforeInterflow 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(13): 0 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(14): NetworkOutCalls 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(14): 0 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(15): NetworkOutCallsAbandoned 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(15): 0 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(16): NetworkOutCallsAbandonedDelay 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(16): 0 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(17): NetworkOutCallsAnswered 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(17): 0 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(18): NetworkOutCallsAnsweredDelay 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(18): 0 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(19): Netw orkOutCallsWaiting 03/20/01 13:38:52 CTI.EventData.csrsmstatdata. datavalue(19): 0 03/20/01 13:38:52 CSRSM STAT DATA ARRAY DUMP ENDS 03/20/01 13:38:52 TLINK DATA ARRAY DUMP STARTS 03/20/01 13:38:52 TLINK DATA ARRAY DUMP ENDS 03/20/01 13:39:08 will send: Date-Time as 20010320 13390800 and Ivr-Line-DN as v=1 p=54 d=2105 03/20/01 13:39:09 AllOK: Send of TAPI data was suc c essful. 03/20/01 13:39:15 will send: Date-Time as 20010320 13391500 and Ivr-Line-DN as v=1 p=54 d=2105 03/20/01 13:39:15 AllOK: Send of CTI data was successful. 03/20/01 13:39:15 WRAPUP: disconnecting the call... 03/20/01 13:39:16 application loops to answer block

Index

PeriProducer CTI Toolkit User’s Guide for M1

Page 100 Nortel Networks Confidential # P0606089 Ver: 1.1

Index

conventions

manual

viii

CTI

description

CTI Toolkit

blocks

Agent Function

CTI Init

Device Statistics Data

Log Message

Send TAPI Call Data

Send TAPIsccs Call Data

51, 52

Set Event Handling

Telephony Event Data

Telephony Request

User Data

installation

Solaris

23–24

Windows NT

??–22

introduction

12–15

removal

Solaris

Windows NT

22–??

vs. PeriProducer Toolkit 13

Feature Application Development Matrix 15 Feature Matrix

Get TAPI Data 52

log files

Agent Function

CTI Init

Device Statistics Data

Log Message

Send TAPI Call Data

Send TAPIsccs Call Data

Set Event Handling

Telephony Event Data

Telephony Request

User Data

Menus

agent

CSRSMstatisticGroups

deviceParams

eventData

events

registration

setEventType

telephony

usrDataFunc

usrDataType

Removal, CTI Tool Kit

Solaris

Resource Matrix

Sample Applications

Agent Function

CTI Initialize

Device Parameter Data

Device Statistics Data

Log Message

Send TAPI CallData

Send TAPIsccs CallData

Set Event Handling

Telephony Event Data

Telephony Request

User Data

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

Specifications and Main Features

Frequently Asked Questions

User Manual