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Computer Telephony Integration
2
Application Bulletin
AB50-0013
September 1, 1997
Goldmine 95 for Microsoft® Windo ws® is a powerful contact manag ement PC appli catio n that
adds important functions to your telephone system. It works well with a Strata DK system
when used with StrataLink as a TAPI compatible middleware to provide database lookup and
“screen-pop” features.
When using Goldmine 95, understanding its capabilities and limitations are important for
proper use. The purpose of this bulletin is to assist you in understanding how to install, set
options, and use Goldmine 95 as a TAPI application with the Strata DK system.
This application bulletin pro vid es ideas for linking Goldmin e 95 to the Strata DK system, but
always consult your Goldmine manuals when customizing Goldmine for your application.
This bulletin only supplies ideas and setup parameters to create an interface for linking the
telephone network information with the Goldmine database.
4170118
Update for Using Goldmine™ 95
with StrataLink
(Replaces AB50-0008, April 1, 1997)
Linking Goldmine 95 to the Toshiba StrataLink
The popular Goldmine 95 contact management software package, used with the StrataLink
utility, can efficiently integrate with the Toshiba TAPI Service Provider. For outgoing calls,
Goldmine 95 receives the dial string sent by Goldmine 95 and relays the number to the
StrataLink/TAPI Service Provider. For incoming calls, TAPI messages are sent to StrataLink
from the Toshiba TAPI Service Provider. StrataLink applies the conditions and filters to this
event and creates an action with Goldmine 95 which causes Goldmine 95 to locate the phone
database number and display any matching entries, commonly referred to as a “screen-pop.”
Strata DKT
076
RS-232 Link
RPCI to COM Port
Toshiba America Information Systems, Inc.
Microsoft Windows PC
TAPI
Service
Provider
9740 Irvine Bl vd., Ir vin e, CA 92618-1697 (714) 583-3700
Telecommunication Systems Division
TAPI
DLL
(Windows)
Strata-
Link
DDE
Link
DDE
Link
Goldmine
'95
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AB50-0013
Update for Using Goldmine™ 95 with StrataLink
Goldmine 95 Installation Guidelines
➤ Getting Started
1. Install the Tos hi b a TAPI Service Provider by in ser ting Disk #1 in the floppy drive and use
Windows, Run... and enter A:\SETUP. Follow the instructions provided by the Install
Wizard. (See Chapter 13 of the Strata DK Installation and Maintenance Manual.)
2. Install Goldmine 95 by following the installation instructions in the Goldmine 95 User
Guide.
➤ Enabling the Interface
To provide a full de sktop d ial ing and screen -po p inter fa ce betwe en th e To shiba St rata Link and
Goldmine 95:
In the director y where Goldmi ne is installed (default is “C:\Goldmine”), add the following
➤
two lines with a text editor or word processor to each of the INI files. The INI files are
named after each user. For example, user “Jerry” would have a USER.INI file named
“JERRY.INI”.
[Modem]
DDEDial=Dial,STRATLNK,[Dial,”%s”,””]
If the phone setup uses a trunk access code to dial outside the Strata DK system, then the
➤
trunk access code can be included, as shown below, using Dial 9 as the access code.
[Modem]
DDEDial=Dial,STRATLNK,[Dial,”9,%s”,””]
Note
➤
A comma was added as a pause to ensure dial tone is returned prior to dialing. This is
not needed if Dial 9 accesses LCR.
If the user wants all calls to be placed using a specific line, for example, a telemarketing
application in which the user is assigned a specific line for all their calls, then the
following string can be used to assign that line to a specific button on the phone:
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[Modem]
DDEDial=Dial,STRATLNK,[Dial,”%s”,”x”]
Note
➤ Changing or adding actions in StrataLink
The actions available from the select ion menu have been tested to wor k wit h th e Go ldmi ne 95
software. When you change or add new actions, make sure that you fully understand
Goldmine’s DDE capabilities, because they are made at your own risk. Toshiba Technical
Support only supports the predefined actions.
“X” is the number, starting with z ero, of t he b utton (co unting fr om the lo wer left of the
keystrip).
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Update for Using Goldmine™ 95 with StrataLink
The DDE execute st ring, [ CALLERID(“&I”,”&N”,”2”)], can be changed t o contr ol ho w
the screens work in Goldmine when a call arrives. The most common option in the third
parameter is def ine d as “2,” in t he e xample ab ov e. Thi s settin g displays only th e current record
of the current call. Goldmine has four available options for this string which are:
“0” Displays an incoming call dialog box as the call arrives. Additional actions are
needed to find the additional records in Goldmine.
AB50-0013
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“1” Displays a new record on the screen in addition to any open records currently
displayed.
“2” Displays only the current record of the call being processed at the moment.
“4” Displays a list of all contact records when a specific contact cannot be found. You
can also select an existing record, update the record, or ma k e an additional entry t o
the record.
➤ Adding screen-pops in StrataLink
Normally, StrataLink needs a Caller ID number to process calls. Using the Caller ID number
to delay an action i s the pref erred meth od if the us er is tal king on a nother li ne. The ac tion “pop
the next record” occurs if the current call is terminated or placed on hold.
Note
A time delay can be used, if needed, for your appl ica ti on and for se lected line buttons.
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Update for Using Goldmine™ 95 with StrataLink
The two T ri gger Rul es shown on the prior page en able a sc reen- pop fo r two situ ati ons: when a
call arrives and the user is not busy on another call {Call Ringing}; and, when a call is
connected {Call Connected}. The user can handle multiple calls.
If your firs t call is pl aced
on hold, the second call
is identified. You can
choose to return to the
first (held) call or to
answer the second call.
If you choose to retur n to
the first call, the second
rule causes the “Pop
Goldmine” action to
occur again, bringing
back the record for that
caller.
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This is a very powerful
tool for users handling
numerous calls.
Beneficial Options Available in Goldmine 95
Goldmine has many capabilities for customizing the applic ation for the user. The following is
not intended to provide a complete description of these capabilities and the installer should
rely upon the Goldmine manuals for specific de tails.
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Dialing All Numbers as 10-digit Numbers
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Your a pplic ation may have to dial all cal ls usi ng the complet e 10-di git numbe r. Goldmine use s
the Dialing Preferences of Windows 95 to determine the home area code, and it automatically
strips these digi ts from the dia led number bef ore diali ng. To resol v e this issu e two methods are
available:
➤ Change the area code in W indo ws Dialing Preferenc es to an unu sed area c ode such as 7 11.
With this adjustment, Goldmine can send all numbers as 10 digits. This could create a
problem if other programs, such as a fax app li cat ion, use the same setting. In this case the
area code would have to be entered correctly.
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Update for Using Goldmine™ 95 with StrataLink
➤ Create prefixes and suffixes to customize the dialing of your numbers by using the
PREDIAL.INI file in Goldmine. Details can be found in the Goldmine Reference Manual
under Customizing Goldmine.
➤ Create a plan to dial all 10 digits when the Windows Dialing Preferences area code is
preset by using a text editor to edit the PREDIAL.INI file. For our example we are using
area code 210. Input the following parameter into the PREDIAL.INI file:
AB50-0013
[Prefix]
210=1-210
Goldmine prefixes the dialed number with 1-210 on any call in which Windows Dialing
Preferences has stripped the home area code. The contact record retains the 210 area code.
Creating a Custom Tool Bar for Dialing
Goldmine allows you to add functions to the File Menu on the Main Menu Bar in Windows.
To add these customized functions, you have to add the new item to your USER.INI file. The
DDE interface bet ween Str ataLi nk and Goldmine is us ed to creat e func tions that pro vide thes e
additional controls of your Strata DK calls.
Note
In the example below, you can see how the new functions for handling calls are added. Type
these lines in the [FileMenu] sectio n of your USER.INI file using a text editor if it exists. If it
does not, you have to add the section by typing [FileMenu], and add the new functions below
the [FileMenu] line.
[FileMenu]
Opt1=Hangup,STRATLNK,[Hangup]
Opt2=Answer,STRATLNK,[AnswerCall()]
The “USER.INI” file name is the user name of the last person who logged on. For
example, JERRY.INI, for the user Jerry.
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Disconnect the current call.
Answer any ringing line.
Opt3=ACD Calls,STRATLNK,[Answer,4]
You can de fine th e icons on the W indo ws tool bar to include Goldmine fun ctions, and place the
icons on the tool bar using the “drag and drop” feature or the insert item feature.
➤
Defining a tool bar icon
1. Right-click on an empty space on any tool bar, and a pop-up menu is displayed. From the
pop-up menu, select Record Macro.
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2. Click on the File Menu, then select Hangup, Answer, or ACD Calls.
3. Click the Stop Recording macro button (square icon) and place the icon on a tool bar.
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➤
Placing icons on the tool bar
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Strata DK I&M September 1997
Repeat the steps for each icon to be defined.
1. Right-click on any blank space on the tool bar, then select Insert Item.
2. Choose the icon to be inserted on the toolbar.
3. Right-click and hold down the mouse button while dragging the icon onto the tool bar.
Answer only the specified line. In this
case, the calls on the ACD Button.
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Repeat this process for adding icons. Any icon can be moved using this same right-click and
drag process.
The following Go ldmi ne Main Window is an example of the customized t ool bars which have
all of the standard icons for accessing Phone1, Phone2, Phone3, Fax, Start Timer, Incoming
Call Timer, Insert a Note, and the three icons defined on the prior page.
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All macro icons are identified by the numerical graphic on its button, but when the mouse is
held over the button, a description of the macro and the functions of the button appear in a
bubble.
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