Nortel TAPI, Symposium TAPI Service Provider for Succession 3.0 User Manual

Part No. 213346.02
August 2003

Network Managers Guide for
Symposium TAPI Service
Provider for Succession,
release 3.0

2

Copyright © 2002 Nortel Networks

All righ ts reserved. August 2003.
The infor mat io n in this do cum ent i s su bje ct to ch ang e wit ho ut no tice . The st atem ents, con figur at i ons, te ch nic al da ta, and

recomm endations in this document are believed to be accurat e and reliable, but are presented w ithout express or implie d
warranty. Users must take full responsibility for their applications of any products specified in this document. The
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In the int erest of improving inte rnal design, operati onal function, and/or reliability, Nortel Networks Inc. reserves the
right to make changes to the products described in this document without notice.

Nortel Networks Inc. does not assume any liability that may occur due to the use o r application of the product (s) or
circui t layout(s) described herein.

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Use, duplication, or disclosure by the Un ited States Governme nt is subject to restri ctions as set forth in su bparagraph
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Notwithstanding any other license agreement that may pertain to, or accomp any the delivery of, this comp uter software,
the rig h ts of the United States Governmen t regarding it s use, reproduction, and disclos ure are as set forth in the
Commercial Computer Software-Restr icted Rights clause at FAR 52.227 -19.

Statement of conditions

In the int erest of improving inte rnal design, operati onal function, and/or reliability, Nortel Networks Inc. reserves the
right to make changes to the products described in this document without notice.

Nortel Networks Inc. does not assume any liability that may occur due to the use o r application of the product (s) or
circui t layout(s) described herein.

Portions of the code in this software product may be Copyright © 1988, Regents of the University of California. All
rights reserved. Redistrib ution and use in source and binary forms of such portio ns are permi tted, provi ded that the
above copyright not ice and this paragraph ar e duplicated in all such forms and that any documentation, advertising
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products derived from such portions of the software without specific prior written permission.

213346.02

SUCH PORTIONS OF THE SOFTWARE ARE PROVIDED “AS IS” AND WITHOUT ANY EXPRESS OR
IMPLIED WARRANTIES, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR A P ARTICULAR PURPOSE.

In addi tion, t he p rogra m and i nf orma tion con tai ned he re in are li ce nsed only pur sua nt to a l icens e ag re ement that co ntain s
restr ictions on use and disclos ure (that may incorporat e by reference certain limitations and notices imposed by third
parties).

This equipment complies with Part 68 of FCC Rules. All direct connections to telephone network lines must be made
using st andard plugs and jacks compliant with FCC Part 68. Please note the following:

1. You are required to request service from the telephone company before you connect the unit to a network. When
you request servic e, you must pro vide the telephone company with the following data:

• When you request T1 Service, you must provide the telephone company with

— The Facility Interface Code

Provide the telephone company with all the codes be low:
– 04DU9- B N ( 1.544 MB, D4 framing forma t)
– 04DU9-DN (1.544 MB, D4 fram ing forma t with B8ZF coding)
– 04DU 9 -1 K N (1 .5 4 4 MB , E SF fr am i ng fo rm a t)
– 04DU9-1SN (1.544 MB, ESF framing format with B8ZF coding)
– 04DU9-1ZN (1.544 MB, ANSI ESF and ZBTSI without line power)

The teleph one company will select the code it has available.

— The Service Order Code(s) (SOC): 6.0F
— The required Universal Service Order Code (USO C) jack: RJ48C

• When you request 56K/64K Service, you must provide the telephone company with

— The Facility Interface Code: 04DU5-56/64
— The Service Order Code(s) (SOC): 6.0F
— The required Universal Service Order Code (USO C) jack: RJ48S

• When you request V.34 Service, you must provide the telephone company with

— The required Universal Service Order Code (USOC) jack: RJ11C
— The make, model number, Ringer Equivalence Number (REN), and FCC Registration number of the unit

The REN helps you determine the number of devices you can connect to your telephone li ne and still hav e
all of thos e devices ring when your number is called. In most, but not all, areas, the sum of the RENs of all
devices should not exce ed 5.0. To be certain of the number of devices you can connect to your line, you
should c all your local telephone company to d etermine the maximum REN for y o ur call ing area. This
equipment must not be used on party lines or coin lines.

• When you request ISDN “U” I n terface Service, you must provide the telephone company with

— The Facility Interface Code: 02IS5
— The Service Order Code(s) (SOC): 6.0F
— The required Universal Service Order Code (USO C) jack: RJ49C

• When you request ISDN “S/T ” Interface Service, you must provide the telephone company with

— The Service Order Code(s) (SOC): 6.0N
— The make, model number, and FCC Regi stration num ber of the NT1

Note: ISDN S/T cannot be directly connected to the network.

• When you request Primary Rate ISDN Service, you must provide the telephone com pany with

— The Facility Interface Code: 04DU9-1SN (1 .544 MB, ESF frami ng format with B8ZF coding)
— The Service Order Code(s) (SOC): 6.0F

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Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0

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— The required Universal Service Order Code (USO C) jack: RJ48C

2. Your telephone company may make changes to its facilities, eq uipment, operations, or procedures that coul d affect
the prope r functioning of your equipm ent. The telephone company will notify you in advance of such changes to
give you an opportunity to maintain uninterr upted telephone service.

3. If the unit ca use s harm to the tel ephone netwo rk, the tel ep hone com pany ma y tempora ri ly d iscon tinue your serv ice.
If possi ble, they will notify you in advance, but if advance notice is not practical , you will be noti fied
as soon as possible and will be inf orm ed of your right to file a complaint wit h the FCC.

4. If you experience trouble with the unit, please contact the Nortel Networks Technical Solutions Center in
your are a for service or repairs . Repairs shoul d be performed only by service personnel authorized by
Nortel Networks.

North America (800) 4NORTEL or [phone]
EMEA (33) (4) 92-966-968
Asia Pacific (61) (2) 9927-8800
China [phone]

5. You are required to notify the telephone company when you disconnect the unit from the network.

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“Software” is owned or lic ensed by Nor tel Networks, its p arent or one of its subsidiaries or affiliates, and is copyrighted
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213346.02

ALL WARRANTIES (CONDITIONS) FOR THE SOFTWARE, EITHER EXPRESS OR IMPLIED, INCLUDING,
BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A
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Customer and Nortel Net w orks.
f. This License Agre ement is governed by the law s of the country in which Customer acquires the Software. If

the Software is acquired in the United States, then this License Agreement is governed by t h e laws of the st ate

of New York.

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Preface 19

Before you begin 19
Text conventions 20
Related publications 21

Chapter 1

Overview 23

Target audience 24
Symposium TAPI SP architecture options 25

Call center environment 25

Knowledge worker environment 27
Networked TAPI and IVR 28
Microsoft TAPI server and client 29
Meridian Link Services 29
Configuration and maintenance 29
License Manager 30
Features of Symposium TAPI SP 30

Basic call control 31

Enhanced call control 31

Automatic call distribution 31

ACD proxy service 32

Agent walkaway feature 32

Telephone set control 33

Outbound and predictive dialing applications 33

Trunk monitoring 33

Interactive voice response 33

Auto link recovery feature 34

Dynamic database feature 34

Administration features 34

Symposium configuration application 34
TAPIDBM Logger 34
Logger application 35
Microsoft TAPI browser application 35

Symposium TAPI SP feature interactions 35

Feature interactions in a call center environment 35

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Feature interactions in a knowledge worker environment 36

Feature interactions in all environments 36

Feature interactions with other software applications 37

Networking between Symposium TAPI Service Providers 37

On demand call data 37
Call data networking requirements 38

Chapter 2
Installation guidelines 39

General prerequisites 40

Preparing the TAPI server 40

Preparing the Succession switch 40

Required applications 41
Optional applications 41

Configuring local area networks 42

Configuring the E-LAN 42

Assigning an IP address for the Succession switch 43
Defining a routing table 43
Primary IP address procedures 44

Activation procedure 44
Validation procedure 44

Recovery procedure 45
Installation notes for a knowledge worker environment 46
Installation notes in a Symposium call center environment 47

Preparing a Symposium Call Center Server 48

Prerequisites 48
Configuring an isolated C-LAN for TAPI traffic 49

Installing Symposium TAPI SP software 50

Chapter 3
Preparing the TAPI environment 57

Microsoft TAPI termi nol ogy 57
TAPI server domains 58

Windows 2000 and Windows Server 2003 domain architecture 58
Trust relationships between domains 59

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Symposium TAPI SP domain considerations 59

Configuring domains on a Windows 2000 server 62
Configuring domains on a Windows Server 2003 server 63

Remote procedure calls and trust relationships 66

Client user issues 68

Configuring Microsoft TAPI for Symposium TAPI SP 68

Avoiding basic configuration problems 69
Configuring a Windows 2000 server for Symposium TAPI 70

Enabling telephony services 70
Assigning lines to clients 73

Configuring a Windows Server 2003 server for Symposium TAPI 76

Enabling telephony services 76
Assigning lines to clients 80

Configuring TAPI clients 82

Chapter 4
Configuration guidelines 85

Downloading information from the Succession switch 86

Converting the text file 87

Configuring the Symposium TAPI SP database 90

Configuring the provider table 91
Configuring the Succession Host table 93

Configuring the trunk table 95
Configuring the treatments table 96
Configuring the TN table 98

Adding a new TN 98

Modifying a TN 99

Deleting a TN/all TNs 100

Adding a DN 101

Modifying a DN 101

Deleting a DN 102

Adding a CDN 102

Configuring the network TAPI/IVR table 104

Adding an IVR remote host address 106
Modifying an IVR remote host address 107

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Deleting an IVR remote host address 108

Deleting all IVR remote host addresses 108
Configuring License Manager 109
109
Config u r i ng SAP co mpliance 111
Configuring the log styles table 113

Adding a log style 114

Editing a log style 115

Deleting a log style 115

Configuring an additional database 116

Chapter 5
Upgrading Symposium TAPI SP 117

Upgrading Symposium TAPI SP software 117

Performing an Upgrade From an Earlier Release To Symposium TAPI SP 3.0 118
Performing a full reinstall 120

Removing an earlier release from a Windows 2000 server 121

Removing an earlier release from a Windows 2003 server 121
Configuring the latest software release 122
Recovering database table information 122
Verifying the software upgrade 123

Upgrading Symposium TAPI SP features 123

License management when upgradin g 123
Increasing the number of clients 123
Adding new features or changing the TAPI environment 124
Uninstalling TAPI SP 3.0 124

Chapter 6
Networked TAP I/IVR 127

Integrated IVR-CTI 127

IVR-CTI call flow example 128
LAN configuration 129
IVR-CTI integration in a Succession environment 129
Symposium TAPI SP IVR driver 130

IVR-CTI messages 130

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Network call data 131
Periphonics IVR system 132

Overview of the VPS/is 132

Overview of the IPML server 133

Networking call data 133

Configuring networking call data capabilities 135
Call data networking between IVR and Symposium TAPI SP 136
V erifying call data networking 136
Call data networking between TAPI servers with NACD overflow 140
Verifying NACD overflow with TAPI operations 141
Call data networking between TAPI service providers without NACD overflow 144
Verifying call data networking without NACD 145

Troubleshooting IVR and networking features 146

No IVR registration message on TAPI server initialization 147
No call data message received by TAPI server when a call is transferred from IVR

port to ACD queue 148
Call data appears in overflow.log file, but does not appear in screen pop to agent

148
No call data is seen when transferred or conferenced to a remote Succession

switch 149
Call data does not appear to agent when a call is transferred using NACD

overflow 150
Blind transfer fails between networked Symposium TAPI SPs. 150
Call data lost between networked transfers using direct connect. 150

Chapter 7
Compatibi lit ie s and features 153

Produc t co mpatibilitie s 15 3

Succession swi tch compa tibility 153
Telephone set compatibility 154
Desktop PC compatibility 155
Microsoft TAPI compatibility 156
Windows 2000 service pack compatibility 156
Interface device compatibility 157
Nortel Networks application compatibility 157
Third-party application compatibility 158

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Feature support 158

Basic call control 158
Enhanced call control 159
ACD 160
Lines and DNs 161
Device controls 161
Communication 162
Security 163
Diagnostic 163
General administration 164
Succession CSE1000 support 164
Remote Office support 164
Multiple appearance DN (MADN) feature support 164

Chapter 8
Troubleshooting 167

License Manager troubleshooting app lications 167
Logger troubleshooting application 167

Running a troubleshooting session 168
Saving troubleshooting information 169
Contro lling the size o f th e act iv e lo g fi le 169
Printing the log file 169

TAPIDBM.exe troubleshooting application 170

Running a TAPIDBM troubleshooting session 170

Microsoft TAPI browser application 171

Verifying default line properties 171
Verifying that telephone sets are configured correctly 173
Using the TAPI browser for acceptance testing 174

Answering an incoming call 174

Making a blind transfer of a call 174

Creating a 3-party conference call 175

Calling from a digital telephone set to DN and ACD sets 175

Putting a call on hold and unhold 175

Windows phone dialer application 176
Common troubleshooting issues 176

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Sympos ium TAPI SP f a ils to initialize lin es 177
First call attempt fails 177
Download from the Succession switch fails 178
Testing connectivity 178
Testing the TCP/IP connection 178
Idle message when a remote party disconnects a call 178
No telephony devices appear in TCMApp 179
Connectivity problems and solutions 179
Port conflicts 180
Microsoft TAPI issues 182

No error recovery 182

TAPISRV unable to locate the DLL file 182

LINERR_NODRIVER error message 182

LineInitializeEx reports Success when the service is stopped 182
Meridian Link Services issues 182

Meridian Link Services presents no information 183

Call progress messages not delivered 183

Status change messages not delivere d 184

Dropping the original call during consultation transfer 185

Transferring number not displayed 185

Caller ID not reported 185

Call status messages sent by Meridian Link Services 185

Called number not displayed when routed to a CDN 185

Call parking not supported 185

Enhanced ISDN progress messages for outbound calls 186

Glossary of acronyms 187

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Figure 1 TAPI architecture in a call center environment 26
Figure 2 TAPI direct connection architecture 27
Figure 3 TAPI system architecture supporting IVR functionality 28
Figure 4 Direct connect installation for a knowledge worker environment 46
Figure 5 SCCS installation in a call center environment 47
Figure 6 Isolating TAPI-traf fic on a separate C-LAN 49
Figure 7 Setup Type window 51
Figure 8 T API server type window 52
Figure 9 InstallShield wizard complete window 53
Figure 10 Standard multidomain configuration 60
Figure 1 1 Non-standard multidomain configuration 61
Figure 12 Active Directory Users and Computers window 62
Figure 13 Select Group window 63
Figure 14 Active Directory Users and Computers window 64
Figure 15 Select Group window 65
Figure 16 Select Computer window 70
Figure 17 Telephony Server Properties window 71
Figure 18 Select Users window 72
Figure 19 Telephony Services administration window 74
Figure 20 Edit Users window 74
Figure 21 Telephony window 76
Figure 22 Select Computer window 77
Figure 23 Telephony Server Properties window 78
Figure 24 Select Users window 79
Figure 25 Telephony Services administration window 81
Figure 26 Edit Users window 81
Figure 27 Configuration application window 88
Figure 28 Opening the download.txt file 89
Figure 29 Tex t File Translator Status window 89
Figure 30 Provider Table window 91
Figure 31 Succession Host window 93
Figure 32 Treatments Table window 96
Figure 33 Line Devices window 98
Figure 34 Add a Terminal Number Record window 99
Figure 35 Line PAdd a Terminal Number Rec ord window properties window 100

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Figure 36 Warning message 101
Figure 37 DN Properties window 102
Figure 38 CDN window 103
Figure 39 Add a Control Directory Number window 103
Figure 40 Network TAPI/IVR server window 105
Figure 41 Add Remote Host Address window 106
Figure 42 Edit Remote Host Address window 107
Figure 43 License Manager Tab 109
Figure 44 License Manager Tab 110
Figure 45 Compliance window 111
Figure 46 Enabling SAP compliance 112
Figure 47 Log styles window 114
Figure 48 IVR-CTI call flow example 128
Figure 49 Networking call data 134
Figure 50 TAPI browser application 137
Figure 51 Open all lines display in the TAPI brower application 138
Figure 52 Displaying call information in the TAPI browser application 139
Figure 53 TAPI browser application 142
Figure 54 Open all lines display in the TAPI brower application 143
Figure 55 Displaying call information in the TAPI browser application 144
Figure 56 Logger window 168
Figure 57 Logger window 170
Fi gure 58 TAP I Browser wind ow 171
Figure 59 Default Values Parameter window 172
Figure 60 LineOpen window 173

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Table 1 Required Succession applications 41
Table 2 Optional Succession applications 41
Table 3 Succession switch compatibility 153
Table 4 Telepho ne set compatibility 154
Table 5 Desktop PC compatibility 155
Table 6 Microsoft TA PI compatibility 156
Table 7 Windows 2000 service pack compatibility 156
Table 8 Interface device compatibility 157
Table 9 Nortel Network s ap plic a t io n compatib ilit y 157
Table 10 Third-party application compatibility 158
Table 11 Basic call control 158
Table 12 Enhanced call control 159
Table 13 ACD 160
Table 14 Line and DN capacities 161
Table 15 Device controls 161
Table 16 Communication 162
Table 17 Security 163
Table 18 Diagnostic 163
Table 19 General administration 164
Table 20 Resolving connectivity issues 179

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Preface

This Network Managers Guide provides installation, configuration, upgrading,
and troubleshooting guidelines for configuring a telephony application
programming inter fac e (TAPI) server on Microsoft* Windows 2000/2003
platform using Symposium TAPI Service Provider for Succession, release 3.0.

Before you begin

The Network Managers Guide for Symposium TAPI Service Provider for
Meridian 1, release 3.0, is designed to be read by system integrators, network

managers, and sales engine ers who have expert knowledge of the following
products:

19

• Succession switch

• Micro sof t TAPI software

• Microsoft Windows 2000 or 2003 server

If you are using Symposium TAPI Service Provider for Succession in a Call
Center environment, expert knowledge of Symposium Call Center products is
also a requirement.

Network Managers Guide for Symposium TAPI Service Provider for Meridian 1, release 3.0

20 Preface

Text conventions

This guide uses the following text conventions:

angle brackets (< >) Indicate that you choose the text to enter based on the

description inside the brackets. Do not type the
brackets when entering the command.

Example: If the command syntax is

ping <ip_address>, you enter
ping 192.32.10.12

bold Courier text

Indicates command names and options and text that
you need to enter.

Example: Use the
Example: Enter

dinfo command.

show ip {alerts|routes}.

braces ({}) Indicate required elements in syntax descriptions where

there is more than one option. You must choose only
one of the options. Do not type the braces when
entering the co m mand.

Example: If the command syntax is

show ip {alerts|routes}, you must enter either
show ip alerts or show ip routes, but not both.

brackets ([ ]) Indicate optional elements in syntax descriptions. Do

not type the brackets when entering the command.
Example: If the command syntax is

show ip interfaces [-alerts], you can enter

either

show ip interfaces -alerts.

show ip interfaces or

italic text Indicates new terms, book tit les, and variables in

command syntax descriptions. Where a variable is two
or more words, the words are connected by an
underscore.

plain Courier
text

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Example: If the command syntax is

show at <valid_route>, valid_route is on e

variable and you substitute one value for it.
Indicates command syntax and system output, for

example, prompts and system messag es.
Example:

Set Trap Monitor Filters

Preface 21

separator ( > ) Shows menu paths when describing nested menus.

Example: Protocols > IP ident ifies the IP sub-menu on
the Protocols menu.

Shows overlay when describing Succession switch
interface.

Example: > 20 identifies ove rlay 20 to the Succession
switch.

vertical line (

| ) Separates choices for command keywords and

Related publications

For more information about the Symposium TAPI Service Provider, refer to the
following documents:

• Engineering Guide line s for Symposium TAPI Service Provider for

Succession, release 3.0, part number 213345.1

• Release Notes for Symposium TAPI Service Provider for Succession,

release 3.0, pa rt number 213347.1

arguments. Enter only one of the choices. Do not type
the vertical line when entering the command.

Example: If the command syntax is

show ip {alerts|routes}, you enter either
show ip alerts or show ip routes, but not

both.

You can print selected technical manuals and release notes f ree, directly from the
Internet. Go to the www.nortelnetworks.com/documentation URL. Find the
product for which you need documentation. Then locate the specific categor y and
model or version for your hardware or software product. Use Adobe* Acrobat
Reader* to open the manuals and release notes, search for the sections you need,
and print them on most standard printers. Go to Adobe Systems at the

www.adobe.com URL to download a free copy of the Adobe Acrobat Reader.

You can purchase selected documentation sets, CDs, and technical publications
thr o ug h the In t e rnet a t th e www1.fatbrain.com/documentation/nortel/ URL.

Network Managers Guide for Symposium TAPI Service Provider for Meridian 1, release 3.0

22 Preface

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Chapter 1
Overview

Symposium TAPI Service Provider for Succession, release 3.0, uses a dist ributed
client/server environment to integrate a telephone on a user’s desktop with client
and server-based applications. The telephone is physically connected to a
Succession PBX switch but is not p hysically connected to a client PC. You do not
need any special t eleph ones, conne ctors, cir cuit pa cks, or additiona l wirin g for th e
client PC.

Symposium TAPI SP for Succession is a full function service provider for the
Microsoft Telephony Application Programming Interface (TAPI), releases 2.x
and 3.0. Microsoft TAPI provides a set of C-language programming routines that
support telephony control capabilities for central office switches.

23

Symposium TAPI SP software is platform vendor independent (PVI) and can be
installed on any platform that supports one of the following operating systems:

• Windows 2000 server (Serve r/Advanced Server) , with a minimum of service

pack 4 installed

• Windows 2003 Server (Standard/Enterprise) server

When installed on a server, Symposium TAPI SP supports TAPI-compliant
applicati ons run ning on the following client PCs:

• Windows 2000 Professional

• Windows XP Professional

• Windows 2003 Server

Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0

24 Chapter 1 Overview

Release 3.0 of Symposium TAPI SP integrates with the Succession switch in two
distinct ways, depending on the type of TAPI environment required. The TAPI
environments available are either a call center environment, or a knowledge
worker environment. In addition, you can add networked TAPI and interactive
voice response (IVR) features. When you purchase Symposium TAPI Service
Provider, you can choose from one of the following options:

• call center environment

• direct connect for a knowledge worker environment

• call center environment with networked TAPI and IVR

• direct connect for a knowledge worker environment with networked TAPI

and IVR

Note: Symposium TAPI SP, release 3.0, also supports the legacy
Meridian Link Module. For infor mation about upgrading to Symposium
TAPI SP, release 3.0, in this environment, refer to your Meridian Link
Module documentation, and to the Network Manager's Guide Reference

Guide for Installing, Configuring, and Maintaining the Symposium TAPI
Service Provider for Succession Release 3.0, which you can download

from http://www.nortelnetworks.com.

Warning: S ymposium T AP I Service Provider fo r Succession provides an
interface between a Succe ssion system and Microsoft TAPI services.
Ultimate responsibility for the TAPI environm ent rests with Microsoft.
For information refer to http://www.microsoft.com.

Target audience

This document is written for system integrators and network managers who have
expert knowledge of the following products:

• Succession switch

• Micro sof t TAPI software

• Windows 2000 or 2003 server

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If Symposium TAPI Servic e Provider for Succession is to be used in a call center
environment, expe rt of knowledge of Symposium Call Center products is also a
requirement.

Do not attempt to install or configure Symposium TAPI SP unless you have
received accredited training in Symposium TAPI Service Provider.

Symposium TAPI SP architecture options

Symposium TAPI SP is a flexible application that enables a Succession switch to
integrate with Microsoft TAPI services. In a call center the service provider
delivers TAPI capabilities within a skill-based routing (SBR) environment. In a
knowledge worker environment where automatic call distribution (ACD) routing
is sufficient, Symposium TAPI SP delivers TAPI capabilities through a direct
connection with the Successio n swit ch. T he optio nal networke d TAPI/IVR feature
supports networ ked ski ll-based routing (NSBR) and network ACD (NACD) in a
call center environment, or NACD only in a knowledge worker environment.

Chapter 1 Overview 25

Call center environment

In a call center Symposium TAPI Service Provider monitors TAPI ports on the
Succession switch and passes information such as automatic number
identific ation/dialed number identification service (ANI/DNIS) and calling line
identification (CLID) to a TAP I-compliant application on a client PC, via the
Microsoft TAPI server. The TAPI applicati on on the client PC presents this
information to the agent, pe rhaps in the form of a screenpop. If you install an IVR
system in a call center, Symposium TAPI SP uses similar processe s to present
caller entered data (CED), such as customer account number, to an agent. This
section provides an overview of a call center implementation without IVR. Refer
to Chapter 6, “Networked TAPI/IVR,” on page 127 for information about
networked TAPI and IVR in a call center.

In a call center environment, Symposium TAPI SP connects to a Succession
switch via the Meridian Link Services application that is installed on the
Symposium Call Center Server (SCCS). (Figure 1)

Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0

26 Chapter 1 Overview

Figure 1 TAPI architecture in a call center environment

Ca ll Cent e r Solut ion Architecture

Customer

PSTN

Succession

Succession

PBX

PBX

IVR

Line-side T1

Nort el

Voice

Processin g

Series

(MPS-

VPS/is)

Customer LAN (CLAN)

Embedded LAN (ELAN)

Symposium Call
Center Server

IPML

Server

Host

Appl ication

Serv er

Call Center Agent
Workstation
Phoneset

Symposium

TAPI SP 3.0

The SCCS provides skill-based routing and call center reporting services.
Symposium TAPI SP adds computer telephony inte gration (CTI) features within
this environment. To support installations served by the SCCS, Symposium TAPI
SP links with the Succession switch via the Meridian Link Services application
that is resident on the SCCS.

All Succession switches use a private, e mbedded LAN (E-LAN) to isolate
Meridia n sys tem tr affic from the cu s to me r local are a ne twork (C -L A N). In a call
center, the SCCS is configured as a member of both the E-LAN and the C-LAN
via separate 10/100BASE-T Ethernet ports on the server. This configu ration
maintains the isolation between telephony and data traffic. The TAPI server has
one 10/100 BASE-T Ethernet connection to the C-LAN, and communicates with
the E-LAN via a direct connection to the SCCS.

Note: This document provides guidelines for a TAPI implementation
with the SCCS. Where fewer agents are required, Symposium TAPI
Service Provider can deliver TA PI services via the Symposium Express
Call Center (SE CC ).

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Chapter 1 Overview 27

Know ledge wo rker environm ent

Where ACD routing is not required you can configure a direct connection from
Symposium TAPI SP to the Succession switch. Symposium TAPI Service
Provider monitors TAPI ports on the Succession switch and passes information
such as ANI/DNIS and CLID to a TAPI-compliant application on the client PC,
via the Microsoft TAPI server. The TAPI client prese nts this information to the
agent, for example in the form of a screenpop. This section provides an overview
of an implementation in a knowledge worker environment.

In a knowledge worker environment Symposium TAPI SP connects directly to a
Succession switch via a TCP/IP Ethernet connection. (Figure 2)

Figure 2 TAPI direct connection architecture

Direct Connect Solution

Customer

PSTN

Succession

Succession

PBX

PBX

IVR

Line-side T1

Nortel

Voice

Processing

Series
(MPS ­VPS/is)

Customer LAN (CLAN)

Embedded LAN (ELAN)

Symposium TAPI

SP 3. 0

IPML

Server

Host

Applic ation

Serv er

Call Center Agent
Workstation
Phoneset

With a direct conne ction imple mentation a single Succe ssion switch can support a
maximum of sixteen TAPI servers.

Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0

28 Chapter 1 Overview

Networked TAPI and IVR

Symposium TAPI SP provides server -to-server networking over LAN or WAN.
The service provider has an open interface through which it can obtain
information collected by IVR systems. IVR information is passe d to
TAPI-compli ant applications using the standard TAPI interface. (Figure 3)

Figure 3 TAPI system architecture supporting IVR functionality

Network user-to-user

data passing

Optional IVR system

Windows-based client PCs with
Symposium TAPI client installed

Network user-to-user

data passing

Network ACD trunking

Meridian 1 switchMeridian 1 switch

Symposium TAPI Service Provider works transparently with multiple Windows
2000 and W indows 2003 servers. This environment is commonly used f or NACD
with a default of 512 bytes passed with a call locally or between servers in a
NACD configuration.

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Microsoft TAPI server and client

The Microsoft TAPI Server (TAPISRV) is a server service that can be accessed
by clients via the MS remote service provider (RSP). On client PCs, access to the
TAPISRV is provided by installing the Windows remote service provider (RSP)
telephony module. This module routes TAPI requests to a specific TAPI service
provider.

TAPI-compli ant applications on client PCs issue TAPI messages. T APISRV
communi cat es w ith the cli ent via the L AN over a TCP /IP E the rn et conn e ct ion .
TAPISRV routes TAPI messages from TAPI -compliant applications on the client
to Symposium TAPI SP on the TAPI server. Symposium TAPI SP converts TAPI
messages to corresponding switch messages through the Meridian Link Ser vices
applicati on installed on an SCCS, or via a direct Ethernet connection to the
Succession switch. Symposium TAPI SP also converts Succession switch
messages to TAPI messages for routing to client applications via TAP ISRV.

Chapter 1 Overview 29

Meridian Link Services

Meridian Link Services enables an application in a host computer to use the call
control and call monitoring functions of a Succession system. Sy mposium TAPI
Service Provider extends these capabilities to TAPI-compliant applications
running on client PCs in a local area network (LAN) using TCP/IP on a
10/100BASE-T Ethernet connection.

Configu r a tion and maintenance

Symposium TAPI SP includes a configuration application that provides two
configuration methods: automatic configuration or manual configuration.

Automatic configuration translates database tables from overlays 20, 21, and 23
on the Succession switch and enters this information into the Symposium TAPI
Service Provider database tables. The configura tion a pplication displays this
information in dialog boxes for viewing and maintenance.

Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0

30 Chapter 1 Overview

Manual configuration is necessary for instances where it becomes necessary to
add, delete , or modify da tabase i nforma tion,. Manual c onfigura tion enables you t o
alter the database tables through changing fields in rele vant configuration dialog
boxes.

License Manager

The License Manager tab in the configuration a pplication allows you to enter the
keycode that you received when you purchased Symposium TAPI Service
Provider. The keycode is necessary for Symposium TAP I Service Provider to
work. It enables the appropriate TAPI 3.0 features, as licensed to the customer.
The keycode allows TAPI applications to simultaneously monitor and control the
maximum number of DNs as per the Engineering Guidelines. The following
features are controlled by the keycode:

• Max number of Agents

• TAPI Server ID

• Inbound UUI

• Bi-directional IVR

This License Manag er tab in the configuration applic at ion is new to TAPI 3.0 and
replaces the FlexLM License Manager as used by Symposium TAPI Service
Provider 2.3.

Features of Symposium TAPI SP

Symposium TAPI Service Provider fo r Succe ssion, release 3.0, support s a wide
range of features, inc luding the following:

• basic call control

• enhanced call control

• automatic call distribution,

• outbound trunk monitor ing

• predictive dialing applications

•IVR

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