Avaya Interaction Center, Programmer'S Manual, Page: 13 / 138

What is VTel?
Issue 2.1 August 2003 13
Chapter 1: Definition of terms and concepts
This section defines some of the terms used in this manual and describes concepts
involved in telephony call management. This information is general in nature; refer to your
telephone switch documentation to determine which items apply to your system.
This section includes the following topics:
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What is VTel? on page 13
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Phones, calls, and switches on page 14
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Agent IDs and Telephony Login IDs on page 15
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Call routing and queues on page 16
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Phone states on page 17
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Phone states after hang up on page 18
What is VTel?
VTel (Virtual Telephone) is a client application that provides a means of performing
standard telephony functions such as answering calls, handling conference calls, and
transferring calls. VTel is part of Avaya Computer Telephony for IC. VTel consists of:
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the basic VTel engine. The VTel engine has an API of methods that can be used by
developers creating their own user interface for call management, or to access VTel or
Telephony Server resources directly. This manual contains a description of the VTel
engine methods and events.
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the VTel graphical user interface (GUI). The VTel GUI is described in VTel User's Guide .
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the VTel OLE automation server. The VTel OLE automation server is described in VTel
Automation Server Programmer's Guide .
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the VTel utility programs, including VTelX, Simulator and Event Simulator. The utility
programs are described in
VTel Utility Programs Guide .