Toshiba Using Commence V4.0 Application Bulleti

Computer Telephony Integration

Application Bulletin

AB50-0016 June 1, 1998

Using Commence V4.0

with StrataLink

This bulletin assists you in installing, setting options, and using Commence® as a Telephone Application Programming Interface (TAPI) application with the Strata DK system. Customizing Commence is described in the manuals supplied with the software.

Commence is a contact management Microsoft® Windows® PC application that adds important functionality to your phone system. When used with StrataLink as a TAPI compatible middleware, it provides database lookups and screen-pop features.

Commence should be used on a Local Area Network (LAN) to optimize communications and the processing of your daily activities; however, it can be used as a desktop application.

Linking Commence to Toshiba StrataLink

Commence, in conjunction with a StrataLink utility, can efficiently integra te with the Toshiba TAPI Service Provider. For outgoing calls, Commence sends a dial string using a Dynamic Data Exchange (DDE) communication link to the StrataLink/TAPI Service Provider. For incoming calls, TAPI messages are sent to StrataLi nk from the Toshiba T API Servic e Provi der.

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StrataLink applies conditions and filters to these events and creates an action to send a DDE communication to Commence. A Commence Agent receives the DDE communication that defines how to handle each event. Matching entries (screen pops) display or a new entry is enabled if no match is found in the database.

The flow of information is shown in the following diagram.

Strata DKT

3176

Microsoft Windows PC

RS-232 Link

RPCI to COM Port

Toshiba America Information Systems, Inc.

9740 Irvine Blv d., Ir vine , CA 92618-1697 (714) 583 -37 00

TAPI

Service Provider

Telecommunication Systems Division

TAPI

DLL

(Windows)

StrataLink Commence

DDE Link

V4.0

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AB50-0016

Commence Installation Guidelines

Setup and programming guidelines are provided in this bulletin for full desktop dialing and screen-pop integrati on betwee n Toshiba StrataLink and Commence. It also provides examples

of customizing a Commence Agent for your customer’s needs. Before you begin, install:

♦ Toshiba TAPI Service Provider by following the steps found in Chapter 13, “Computer

Telephony Integration” of the Strata DK Installation & Maintenance Manual.

♦ Commence using the installation instructions provided with the software.

In the following paragraphs, you configure an outdialing option, enable a screen-pop feature, and pop-Commerce triggers.

➤ To configure the Outdialing option

1. Open the COMMENCE.INI file (found in the C:\Windows directory) with a text editor or word processor.

2. Add the f ollowing three lines in [Diale r3]:

[Dialer3] Selected=StrataLink StrataLink=[C:\Program Files\StrataLink\stratlnk.exe][Stratlnk][SYSTEM][Dial,"&P",""]

Using Commence V4.0 with StrataLink

Note

3. Save and close the COMMENCE.INI file.

4. Start the Commence software.

5. From the Customize menu, select Preferences and Dialer (StrataLink is added to the Dial

6. From the Dial Using dialog box, select StrataLink. (All Commence dialing is done using

In the preceding StrataLink line, you can put a specific button appearance number in the parameter ””. For example, adding a “4” to this parameter (\….[Dia l,”&P”,”4”]) makes a call on an outgoing line in position 4 of the connected phone. To choose a specific line butt on for outd ialing, ente r a number wit h “0” bein g the bott om button on your phone.

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Using choices).

DDE command s to the StrataL ink.)

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Note If Windows TA PI Dialing Preferences affects the dial string, you can set the program

to automatically dial “9” for an outside line.

➤ To add a StrataLink screen-pop feature

1. Open StrataLink and select Setup.

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Using Commence V4.0 with StrataLink

2. Select Add/Change Actions. This displays:

3. Select Pop Commence and enter type, App Name, App Topic, and DDE Execute String.

4. Click OK.

Note Technical Support only supports Actions shown in this Application bulletin. Changes

made as part of customizing are the responsibility of the technician making the changes.

➤ To add a StrataLink pop-Commence trigger

1. Open StrataLink and select Setup.

AB50-0016

2. Select the Add/Change Trigger Rule. This displays:

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3. Enter Triggering Event, Action, Caller ID, Phone State, and Appearance. If you want to toggle between held calls, select Call Connected from the Triggering Event pull-down menu.

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Note Normally, this screen-pop needs a Caller ID number. Delaying the action is

recommended if the call is connected to another party. The “pop to the next record”

action occurs i f the cur rent cal l is t erminated or pla ced on hol d. A time delay (i n tenths of a minute) can b e used if needed for your applicat ion, but t his d elay can o nly be used for selected line button s.

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AB50-0016

Creating Commence Agents

Commence has a programming i nterf ace f or se tting up th e DDE Ex ecute instr ucti on. It creat es an agent to receive the DDE instruction and defines the outcome. Refer to your Commence manual for details.

To assist you, we have created agents named CallRing DDE and CallRing Not in Database.

The first agent selects a person when a match occurs, and the second is in the event of “no match is found.”

Each agent can have one Tr igger Event, two Conditions and four Actions. When the conditions are met, these provide the logic that cause the desired action resulting from the Triggering Event.

➤ To create the CallRing DDE agent

1. Open Commence. This displays:

Using Commence V4.0 with StrataLink

2. Select Customize, then Database. This displays:

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3. Select the Agent tab and a list of existing Agents and their statuses displays.

4. Click Add.

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5. In the New Agent window, type CallRing DDE.

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Using Commence V4.0 with StrataLink

➤ To edit the CallRing DDE trigger

1. Select Customize, then Database from Commence’s Main menu.

2. Select the Agent tab and highlight CallRing DDE.

3. Click Edit. This displays:

4. Click T. This displays:

AB50-0016

5. Highlight the Trigger Type (Receive DDE in this example).

6. Enter CID in the Agent Message field. The arg2 check box remains unmarked and the Filter for the trigger is not used (Filtered: No).

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7. Click OK. You are returned to the Edit Agent dialog box.

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