Nortel CTI ToolKit, User Manual

Page: 28 / 108

PeriProducer CTI Toolkit User’s Guide for M1
Page 28 Nortel Networks Confidential # P0606089 Ver: 1.1
CTI Toolkit Blocks Reference
This chapter describes the functions of each CTI Toolkit block. For more information,
see
Example Applications on page 56 and Example Log Files on page 74 .
CTI Programming
Configuration Requirements
The following pertains to the development of PeriProducer CTI applications. See the
MPS Interface to M1 manual for specific information about software configuration.
• To allow the ACD (M1 or SCCS) to transfer a call to an IVR port, that IVR
phone line must be configured in the switch as an agent phone.
• To allow call transfers to a live agent, the agent's phone line also has to be set
up in the switch and/or SCCS to be part of an ACD queue or CDN (but
usually a different ACD queue or CDN than is used for IVR ports).
• All CDNs, queues, and IVR port agent phones must be registered in the IPML
using the Periview IPML Configuration tool as Agent Position IDs.
Folders and Data Cards
The following symbols indicate how data for each parameter is transferred within
each CTI block.
Although information gathered from calls is stored in system folders, Nortel Networks
recommends that critical information be copied to local folders and data cards to
ensure that the data is not overwritten by other operations.
Error Condition Handling
Typically, when a block is executed, it makes data requests of the switch or SCCS
system. If a request succeeds, the application receives an
oc (output complete)
condition. If a request fails, the application receives an
of
(output failure) condition.
These conditions are generated from CSVAPI for the set of CTI blocks, or from
CSTAPI for the two TAPI blocks. Normally, both the
oc
and
of
conditions are
handled internally. However, they can be handled explicitly at the discretion of the
application developer.
Signifies that data is being sent to a data card.
Signifies that data is being received from a data card.