Computer Telephony Integration
Application Bulletin
AB50-0010
September 1, 1997
Using ACT! 2.0 with StrataLink
Symantec’s ACT! 2.0.4 (and higher) has a TAPI compliant interface when used with another
product supplied b y Symantec calle d PhoneLin k. This combi natio n forms a l ink bet ween your
phone and Symantec’s popular contact manager application. This operation works with a
Strata DK system, b u t many limitations of ACT! PhoneLink can be overcome when used with
StrataLink. This includes handling multiple calls, having screens “pop” when calls are
connected, and automatically opening the search to all records for each “screen pop” action.
When using ACT!, it is important to understand its capabilities and limitations so it can be
used properly. The purpose of this bulletin is to assist you in understanding how to install, set
options, and use ACT! as a TAPI application with t he Strata DK sy stem.
Linking ACT! 2.0 PhoneLink to StrataLink
ACT! PhoneLink contact management software package, in conjunction with the StrataLink
utility, can tight ly int e grate wit h the Toshiba TAPI Servic e Pro vider. For outgoing calls, ACT!
uses PhoneLink and its TAPI interface to dial the number to the TAPI Service Provider. For
incoming calls, TAPI messages are sent to Strata Link from the Toshiba T API Service Pro vid er.
StrataLink applies the conditions and filters to this event, which causes ACT! to lookup the
phone number in the database. Any matching entries are displayed in a “Screen Pop.”
4170115
Strata DKT
2408
RS-232 Link
RPCI to COM Port
Microsoft Windows PC
TAPI
Service
Provider
(Windows)
Strata-
Link
TAPI
DLL
Phone-
Link
DDE
Link
DDE
Link
ACT!
2.0.4+
A number of considerati ons shoul d alw ays be appl ied whenever calls are bein g control led with
CTI applications such as ACT! The method that the application handles the search routine
can impact whether the scre en will match the ca ll. ACT! sequent ially s elect s rec ords, r educi ng
the number from which to choose with each selection. This can be a problem if calls are
transferred to the CTI enabled phone.
Toshiba America Information Systems, Inc.
9740 Irvine Bl vd., Ir vin e, CA 92618-1697 (714) 583-3700
Telecommunication Systems Division
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AB50-0010
When calls are transferred from one phone to another, the first call to the CTI phone is an
“Intercom Consultation Call.” The Caller ID for this call is the internal station number of the
transferring stat ion. If this st ation were a number suc h as extensi on 214, then the f irst Call er ID
attempt in ACT! will be seen for Area Code 214 and all records selected will be from this Area
Code. When the call is finally transferred, then the Caller ID will be sent a second time with
the number from the outside call. If this number is not within the 214 Area Code, ACT! will
not find a matc h.
To fix this proble m, use the Strata DK Syste m Administration capabili ties to create LCD
names on phones used for the call transfers. By creating an LCD name that contains a name
only (or a name and number if no space character appears between the name and number)
causes TAPI to send a Caller ID Name only and not a number. This stops StrataLink from
sending the “screen pop” event on the intercom call and only sends it when the outside call is
finally transferred to the station.
The original ACT! PhoneLink Application Note listed the following ACT! software
limitations:
♦ “EVERYONE” must be selected to handle multiple calls.
♦ Act! treats all line buttons equally.
♦ ACT! does not provide information on held calls; it only provides automatic screen pops
for Call Ringing events.
StrataLink addresses many of these issues and provides capabilities to flexibly control these
events.
Note
ACT! PhoneLink must be started before StrataLink. PhoneLink opens in an
“ownership” mode only and will not initialize the TAPI link if another TAPI
application is curre ntl y open.
Installing ACT! PhoneLink
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Step 1: Install the Toshiba StrataLink/TAPI Service Provider.
Insert the first diskette of the two diskette set in Drive A:, select Run... from either File main
menu of Windows 3.1x or under the Start button for Windows 95 and enter A:\Setup. The
installation Wizard will direct you in installing the software. Do not select StrataLink to be
in the Startup Menu.
Step 2: Install ACT! and PhoneLink
Use the software installation instructions provided by Symantec, Inc.
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Step 3: ACT! Settings
Start ACT! PhoneLink using the labeled with this name. After the program has opened, select
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Phone from the main menu, an d make cer tain tha t “Popup Inc oming Calls” is turned of f. ACT!
will use the TAPI capabilities of PhoneLi nk f or di al ing outbound calls and wil l u se S tr at aLi nk
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for inbound call control.
Using ACT! 2.0 with StrataLink
Step 4: Start StrataLink
StrataLink needs to be initialized for controlling ACT! for incoming calls. This is done by
creating a set of Triggering Rules for operation. The following rules are a guide for creating a
set of rules that will work for your application.
The above rules are written for any line button on the phone. The first rule will create a “Pop”
whenever a new call begins ringing and a Caller ID number has been received and I am “Not
Talking” on the phone . The sec ond rule will c reate a “Pop” whe never I connect to t hat cal l and
the call has a Caller ID number associated with the call. The last two rules open the search to
“EVERYONE” when a call is placed on Hold or Disconnected.
AB50-0010
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This last actions are needed for ACT! since the search routine narrows the number of records
being looked a t to those which meet the criteria. Thus, it will generally narrow down to one
record and all furt her selec tions mu st be within this sele cted group. To automatically search al l
records to allow a call to be placed on Hold and move to a second or third caller, we want to
open the search to all records in the file.
CAUTION!
ACT! Screen Pop Actions
The following Actions have been predefined to work with ACT! 2.0 to control the screen to
match the Caller ID received. Toshiba does not expect the user to understand details of the
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interface between ACT! and StrataLink. Thes e are provided to allow for ensur ing info rmat ion
is entered correctly in a given system when problems might occur.
Use caution when employing Call Hold and Call Clearing trigger rules. If
multiple phones have the same line appearances, calls placed on hold and
disconnected from one of the other phones will trigger the event in this CTIenabled location. The action “Lookup Everyone” should not cause a
problem.
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Using ACT! 2.0 with StrataLink
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Toshiba has verified these operations and would be glad to assist in any changes that you may
need.
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Using ACT! 2.0 with StrataLink
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