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PeriProducer CTI Toolkit User’s Guide for M1

Page 54

Nortel Networks Confidential

# P0606089 Ver: 1.1

This page has been intentionally left blank.

Summary of Contents for CTI ToolKit

Page 1: ...Publication Document Release Release Date PeriProducer CTI Toolkit User s Guide for M1 Peri IPML V2 1 P0606089 1 1 October 17 2003...

Page 2: ...assumes no liability for applications assistance customer s product application concepts or infringements of patents or copyrights of third parties arising from the use of systems and architectures de...

Page 3: ...nt 15 Toolkit Installation and Removal Procedures 21 Installing and Removing the Toolkit on Windows 2000 Systems 22 Link Server Configuration 22 Installing the CTI Toolkit 22 Removal of the CTI Toolki...

Page 4: ...quest 65 User Data 68 Device Statistics Data 69 Send TAPI CallData Send TAPIsccs CallData 70 Log Message 71 Example Log Files 73 Example Log Files 74 Agent Function CSVAPI Log File 74 CTI Initialize C...

Page 5: ...Preface...

Page 6: ...However it contains some terminology that can only be explained in the context of the MPS system Refer to the Glossary of MPS Terminology for definitions of MPS specific terms Initially you should re...

Page 7: ...Producer CTI Toolkit Chapter 2 Toolkit Installation and Removal Procedures Detailed instructions for installating and removing the CTI Toolkit on the Windows platform Chapter 3 CTI Toolkit Blocks Refe...

Page 8: ...ference Manual respectively Refer to these documents for detailed information about Commands Conditions and Alarms file name directory This font is used for highlighting the names of disk directories...

Page 9: ...ted States and other countries Microsoft Windows Windows 2000 Internet Explorer and the Flying Windows logo are either trademarks or registered trademarks of Microsoft Corporation Netscape and Netscap...

Page 10: ...it User s Guide for M1 Page x Nortel Networks Confidential P0606089 Ver 1 1 logos and Netscape product and service names are also trademarks of Netscape Communications Corporation which may be registe...

Page 11: ...This chapter covers Overview of CTI Features 1 CTI Description 2 Toolkit Overview 3 Product Features and Resources...

Page 12: ...the blanks data entry default parameter values and other features that make application development straightforward The various application functions are represented with icons referred to as blocks...

Page 13: ...it blocks follow Detailed descriptions are in chapter 3 CTI Toolkit Blocks Reference The PeriProducer Toolkit is described in the PeriProducer User s Guide CTI RSM TAPI and TAPISCCS Blocks PeriProduce...

Page 14: ...42 8VHU DWD CTI Adds removes or retrieves CallData TLink data from or to a CTI folder See page 45 HYLFH 6WDWLVWLFV DWD RSM Retrieves data for a statistics group specifically one of AgentItd AgentMwnd...

Page 15: ...to use for accessing CTI product features For each feature references are made to example applications that illustrate the use of these blocks Blocks that are part of the standard PeriProducer Toolki...

Page 16: ...LRQ AF 8 page 57 Retrieve call information such as Current Location Calling Line ID DNIS IVR Treatment DN and Call Arrival Time Get ANI 1 7 QLWLDOL H page 32 2 QYLURQPHQW 3 DQGOH 4 QVZHU 5 6HW YHQW DQ...

Page 17: ...onnected Initiate Blind Transfer 1 7 QLWLDOL H page 32 2 QYLURQPHQW 3 DQGOH 4 QVZHU 5 6HW YHQW DQGOLQJ page 37 6 7HOHSKRQ 5HTXHVW page 42 TR 2 page 65 Perform Consultation Conference Initiate and Comp...

Page 18: ...7 QLWLDOL H page 32 2 QYLURQPHQW 3 DQGOH 4 LVFRQQHFW 5 JHQW XQFWLRQ page 30 6 QVZHU 7 6HW YHQW DQGOLQJ page 37 8 8VHU DWD page 45 UD 3 page 68 IVR SCCS IVR DLL Interface Provides application data to S...

Page 19: ...uest to cstapi and then from cstapi to cstapils cstapils does not store the request it creates an IVR Caller Data message and sends it to the TAPI Server The Call Data is stored in the TAPI Server unt...

Page 20: ...PeriProducer CTI Toolkit User s Guide for M1 Page 20 Nortel Networks Confidential P0606089 Ver 1 1...

Page 21: ...covers Toolkit Installation and Removal Procedures 1 Installation of the CTI Toolkit for Windows 2000 and Solaris 2 Removal of the CTI Toolkit for Windows 2000 and Solaris 3 Adding the CTI Folders an...

Page 22: ...Finally the machine s running the PeriProducer application development tool must contain the latest PeriProducer patch es which includes the ppro conf file Installing the CTI Toolkit Perform the foll...

Page 23: ...test patches installed Next the vrc vrp and services files located on the Link Server must be the same as the vrc vrp and services files on all the VPS is systems For detailed instructions describing...

Page 24: ...nstallation of PERIctitk was successful 10 Reboot the machine 11 Enter the following command to ensure the CTI Toolkit exists on the system pkginfo grep PERIctitk The following message should appear a...

Page 25: ...ctories are searched in the order they are listed Before adding the CTI folders modify the PPROPATH variable to include the PPROHOME ctitools and PPROHOME ctitools folders directories To view the curr...

Page 26: ...ortel Networks Confidential P0606089 Ver 1 1 b Click INCLUDE FILES and ADD to expand the CTI folder CTI is shown as the parent folder in the Available Folders panel 3 Double click on CTI to display th...

Page 27: ...This chapter covers CTI Toolkit Blocks Reference 1 CTI Toolkit 2 CTI Blocks 3 RSM Block 4 TAPI Block 5 TAPISCCS Block...

Page 28: ...nes 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 wit...

Page 29: ...nt block variable vpsrcvtime If a request times out the application receives a vrto condition instead of of This is another condition that the application should handle unregistered ports The ports us...

Page 30: ...s successful the IVR port must be changed to the ready state The switch can be setup to have the IVR port go ready by default Before any calls can be received the phone line has to be set to MakeReady...

Page 31: ...in the CTI folder that is affected by this CTI Toolkit block CTI status is set to 0 if the request is successful and set to 1 if the request fails The Agent Function block requires prior use of the C...

Page 32: ...to start with CTI Initialize does not change them For examples of applications that use this block see Appendix Example Applications CTI Initialize on page 58 For example log files showing the interna...

Page 33: ...ers of registered devices relevant to the application s requirements such as agent IVR ports registered in the IPML Configurator Param Name Use one of the nine constants in the CTI Requests DevicePara...

Page 34: ...ock It is set to 0 for success and 1 for failure Other areas that may get written to are the CTI EventData paramname and the CTI EventData paramvalue including the CTI EventData tlinkdata datakey and...

Page 35: ...eters Register DN request assigned either CTI Requests Registration Register or CTI Requests Registration UnRegister The value is selected from the Registration menu Destination number specifies the d...

Page 36: ...r the Resource block No other blocks are needed before Register Device Use the Register Device block as one of the first blocks of the application Call this block only to re register the DN if this ap...

Page 37: ...cation Event Handling Use any of the type of methods of handling an event as defined in the CTI Requests SetEventType folder which is accesed from the SetEventType menu Set Event Handling The Set Even...

Page 38: ...resource must be obtained via the CTI Initialize block see page 32 before Set Event Handling is executed Depending on the parameter specified in the Application Event Handling field the application m...

Page 39: ...urs a CTI condition is sent to the application To find out what generated the condition check the value of System ConditionData which is a string consisting of the causal event and possible additional...

Page 40: ...a structured array folder that includes Key Value and Level in each of 40 elements callid calldata a structured array folder that includes datakey and datavalue in each of 40 elements csrsmstatdata a...

Page 41: ...o be retrieved Set Event Handling is best used right after the call is answered to synchronize the CTI services and their data stores with the actual phone device state The usual state to wait for is...

Page 42: ...number This field specifies the phone number of the destination for the desired operation selected in the Call Processing Request field The destination number is entered as a character string There a...

Page 43: ...assigned spaces CompleteTransfer No parameters or CTI folder values are used The Destination number part of the CTI block parameter is assigned spaces ConsultationConference The Destination Number fo...

Page 44: ...he CTI services and their data stores with the actual phone device state The CTI status data card is the only value in the CTI folder that is affected by this CTI toolkit block The CTI status paramete...

Page 45: ...assigned from the CTI Requests UsrDataFunc folder via the UsrDataFunc menu Data type Valid values Calldata or Tlinkdata are assigned from the CTI Requests UsrDataFunc folder via the UsrDataType menu...

Page 46: ...lue pairs including duplicate keys CTI EventData Calldata a structured array folder that includes datakey and datavalue in each of 40 elements and CTI EventData tlinkdata a structured array folder tha...

Page 47: ...ue for this field is a character string Statistic Group Should be assigned a value from the CTI Requests CSRSMStatisticGroup folder such as SkillItd for skill information provided on an interval to da...

Page 48: ...ate to wait for is Established The CTI status parameter is set to 0 if the request is successful and set to 1 if the request fails For examples of applications that use this block see Appendix Example...

Page 49: ...weredAfterThreshold CallsAnsweredDelay CallsAnsweredDelayAtSkillset CallsGivenTerminationTreatment CallsOfferedApp CallsWaiting MaxWaitingTime NetworkOutCalls NetworkOutCallsAbandoned NetworkOutCallsA...

Page 50: ...ired for the this CTI block are stored in the folders CTI AVCalldata Avpairs Key and CTI AVCalldata Avpairs Value CTI EventData csrsmstatdata a structured array folder that includes datakey and datava...

Page 51: ...is CTI block are stored in the folders CTI AVCalldata Avpairs Key and CTI AVCalldata Avpairs Value CTI EventData csrsmstatdata a structured array folder that includes datakey and datavalue in each of...

Page 52: ...uded in the ctitoolkit samples SCCS Integrate get_tapi_calldata ppr which illustrates the procedure CSTAPILS Settings The Periview configuration tool provides access to two values that are used for th...

Page 53: ...ying the message to be logged The following information pertains to the use of the Log Message block If this block executes sucessfully a new log file is created or the specified message is appended t...

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Page 55: ...Example Applications...

Page 56: ...d this device get cti resource 2 Log agent in trap vrto if request times out 3 Set agent ready trap vrto if request times out 4 Set agent not ready trap vrto if request times out 5 Log agent out trap...

Page 57: ...ontrol if request times out 8 Set agent not ready vrto trap from login taked control if request times out 9 Log agent in trap vrto if request times out AF 8 samples CS AD Nortel ipml AnaloguePhoneLogi...

Page 58: ...cation uses the Resource block to get the CTI resource on it s own without help from the CTI Init block 3 Note that this application allows the termination of the application to automatically free the...

Page 59: ...cti resource 3 Log agent in trap vrto if request times out 4 Delay to simulate phone conversation 5 Hang up 6 Log agent out trap vrto if request times out SE 4 samples CS AD BlindXfer ppr 1 CTI init 2...

Page 60: ...Agent DN 4 Log agent in trap vrto if request times out 5 Answer call 6 Get ANI DNIS speak the values and log them 7 Get tlink data and log it 8 Wait for the call cleared event 9 Log agent out trap vrt...

Page 61: ...rap vrto if request times out Note that an unexpected disc causes application to log out agent too SE 15 samples CS AD Nortel ipml AnalogueCtiDialer ppr 1 CTI init 2 Read config file for this device a...

Page 62: ...fig file for this device and Agent DN 3 Get cti resource 4 Log agent out trap vrto if request times out 5 Wait 1 second 6 Log agent in trap vrto if request times out 7 Answer call 8 Generate call data...

Page 63: ...ony Link Data 5 Wait for release TE 3 samples CS AD HoldAndRetrieve ppr 1 CTI init 2 Get cti resource 3 Use Answer block to wait for call then wait for established 4 Make hold call request 5 Delay 3 s...

Page 64: ...ad config file for this device and Agent DN 3 Get cti resource 4 Log agent in trap vrto if request times out 5 Set agent ready trap vrto if request times out 6 Wait for ringing trap vrto if request ti...

Page 65: ...ce ppr 1 CTI init 2 Get cti resource 3 Use Answer block to wait for call then wait for established 4 Handle vrto if time out occurs 5 Read config file for number to conference to 6 Initiate conference...

Page 66: ...request times out 8 Free cti resource TR 9 samples CS AD Nortel iccm ConsultXferAgent ppr 1 CTI init 2 Read config file for agent DN this device for logging and number to consult transfer to 3 Get cti...

Page 67: ...t callid 9 Make an answer call request 10 Retrieve and log all call data via CSDA 11 Set agent not ready trap vrto if request times out 12 Log agent out trap vrto if request times out TR 13 samples SC...

Page 68: ...CCS integrate acdagentwithcalldata ppr 1 CTI init 2 Read config file for this device and Agent DN 3 Get cti resource 4 Log agent in trap vrto if request times out 5 Set agent ready trap vrto if reques...

Page 69: ...g of call if number OR make a blind transfer 15 Log end of application wait in Answer block App Example Application Name Location Function and Usage DS 1 samples SCCS integrate tapi_da_ivr_agent ppr 1...

Page 70: ...l data Agent DN and number to blind transfer to 5 Log agent out trap vrto if request times out 6 Wait 1 second 7 Log agent in trap vrto if request times out 8 Answers call from Dialer ppr 9 Waits for...

Page 71: ...cm ACDPhoneLoginLogout ppr samples CS AD Nortel iccm AgentLogout ppr samples CS AD Nortel iccm anianddnisagent ppr samples CS AD Nortel iccm BlindXferAgent ppr samples CS AD Nortel iccm ConferenceAgen...

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Page 73: ...Example Log Files...

Page 74: ...ent to Tool Kit Module 12 04 2000 17 21 06 clm_CopyLastClntEvent event queueing is turned on for client 9 dn 2103 12 04 2000 17 21 06 clm_CopyLastClntEvent creating new event queue 12 04 2000 17 21 06...

Page 75: ...c to IVR application 12 04 2000 17 21 26 clm tlsdefault Ignoring Queueing CsQueued Event for client 2 12 04 2000 17 21 26 This Device 6400 12 04 2000 17 21 26 Call ID 24 12 04 2000 17 21 26 Other Devi...

Page 76: ...21 29 clm CSVAPI Received CsSetWaitEvent Request from Client 9 12 04 2000 17 21 29 Device 2103 12 04 2000 17 21 29 CsEventList Established 12 04 2000 17 21 30 clm CSVAPI Sending CsSetWaitEvent Respons...

Page 77: ...TN_Other 132 PBXCallId 24 PBXTimeStamp 7 58 38 DNIS 6702 ANI 5008 ArrivalTime 12 04 00 17 21 12 968 DeviceType 6 PositionID 2103 ACDLine 1 InternalCall 1 12 04 2000 17 21 30 send_apmi_msg Sent oc to...

Page 78: ...2014 01 19 2001 11 01 08 OldState Alerting 01 19 2001 11 01 08 NewState Connected 01 19 2001 11 01 08 TLinkData TN_This 203 TN_Other 202 PBXCallId 61 PBXTimeStamp 11 2 38 DNIS 2015 ANI 2014 ArrivalTi...

Page 79: ...eived CsBlindTransfer Request from Client 6 01 19 2001 11 01 08 Calling Device 2015 01 19 2001 11 01 08 Call ID 61 01 19 2001 11 01 08 Called Device 6200 01 19 2001 11 01 08 CsEventList Dialing CSVAPI...

Page 80: ...amp 11 2 38 DNIS 2015 ANI 2014 ArrivalTime 01 19 01 11 01 05 281 DeviceType 1 ACDLine 0 InternalCall 1 01 19 2001 11 01 08 clm_CopyLastClntEvent event queueing is turned on for client 6 dn 2015 CSVAPI...

Page 81: ...8 Other Device s 2015 3000 01 19 2001 11 01 08 OldState Queued 01 19 2001 11 01 08 NewState Null 01 19 2001 11 01 08 TLinkData DNIS 6200 ANI 2015 ArrivalTime 01 19 01 11 01 08 686 DeviceType 2 ACDLine...

Page 82: ...NewState Null 01 19 2001 11 01 08 TLinkData DNIS 2015 ANI 2014 ArrivalTime 01 19 01 11 01 05 281 DeviceType 1 ACDLine 0 InternalCall 1 01 19 2001 11 01 08 clm_CopyLastClntEvent event queueing is turn...

Page 83: ...39 option attacheddata value CallValue 007 12 04 2000 17 23 39 option attachedkey value CallKey 008 12 04 2000 17 23 39 option attacheddata value CallValue 008 12 04 2000 17 23 39 option attachedkey v...

Page 84: ...34600 Ivr Line DN v 1 p 52 d 2103 SkillOS UNIX SkillCard VISA Account ACT0000100052 Phone Line 52 CallKey 007 CallValue 007 CallKey 008 CallValue 008 CallKey 009 CallValue 009 CallKey 010 CallValue 01...

Page 85: ...lication ID 9 12 04 2000 17 23 46 This Device 2103 12 04 2000 17 23 46 Call ID 24 12 04 2000 17 23 46 Other Device s 6702 5008 12 04 2000 17 23 46 CallData queue_pos_AMEX 0 queue_pos_NT 0 queue_pos_UN...

Page 86: ...ram clm getting last event callid 0 12 04 2000 17 22 08 CSVAPI_extract_vmsphoneline extracted vmsnum 1 phoneline 52 from clientid 65588 12 04 2000 17 22 08 clm csrsm Received CsGetDeviceParam Request...

Page 87: ...datavalue 0 csrsmstatdata datakey NetworkCallsWaiting datavalue 0 csrsmstatdata datakey NetworkCallsAnswered datavalue 0 csrsmstatdata datakey QueuedCallAnswered datavalue 0 csrsmstatdata datakey Tota...

Page 88: ...ta csrsmstatdata datakey AgentsAvailable datavalue 0 csrsmstatdata datakey AgentsInService datavalue 0 csrsmstatdata datakey AgentsOnSkillsetCall datavalue 0 csrsmstatdata datakey AgentsNotReady datav...

Page 89: ...VISA 12 04 2000 17 23 39 option attachedkey value Account 12 04 2000 17 23 39 option attacheddata value ACT0000100052 12 04 2000 17 23 39 option attachedkey value Phone Line 12 04 2000 17 23 39 option...

Page 90: ...30 30 30 30 31 30 ccount ACT000010 12 04 2000 17 23 39 30 30 35 32 2c 50 68 6f 6e 65 2d 4c 69 6e 65 2c 0052 Phone Line 12 04 2000 17 23 39 35 32 2c 43 61 6c 6c 4b 65 79 20 23 30 30 37 2c 52 CallKey 0...

Page 91: ...000 17 23 39 send_apmi_msg Sent oc to vms 1 phoneline 52 with data SendAddCallData 12 04 2000 17 23 39 apmi_issue_free_resource vms 1 phoneline 52 free resource request cleaning up 12 04 2000 17 23 39...

Page 92: ...acheddata value VISA 12 04 2000 17 23 39 option attachedkey value Account 12 04 2000 17 23 39 option attacheddata value ACT0000100052 12 04 2000 17 23 39 option attachedkey value Phone Line 12 04 2000...

Page 93: ...31 30 ccount ACT000010 12 04 2000 17 23 39 30 30 35 32 2c 50 68 6f 6e 65 2d 4c 69 6e 65 2c 0052 Phone Line 12 04 2000 17 23 39 35 32 2c 43 61 6c 6c 4b 65 79 20 23 30 30 37 2c 52 CallKey 007 12 04 2000...

Page 94: ...uccess 12 04 2000 17 23 39 send_apmi_msg Sent oc to vms 1 phoneline 52 with data SendAddCallData 12 04 2000 17 23 39 apmi_issue_free_resource vms 1 phoneline 52 free resource request cleaning up 12 04...

Page 95: ...isobjectkey 03 20 01 13 38 47 EVENT DATA13 thispathkey 03 20 01 13 38 47 EVENT DATA14 tlservername 03 20 01 13 38 47 EVENT DATA15 16 paramname paramvalue 03 20 01 13 38 47 ATTRIBUTE DATA ARRAY DUMP ST...

Page 96: ...CTI EventData csrsmstatdata datakey 6 CallsAnsweredDelay 03 20 01 13 38 51 CTI EventData csrsmstatdata datavalue 6 0 03 20 01 13 38 51 CTI EventData csrsmstatdata datakey 7 CallsWaiting 03 20 01 13 38...

Page 97: ...2 EVENT DATA13 thispathkey 03 20 01 13 38 52 EVENT DATA14 tlservername 03 20 01 13 38 52 EVENT DATA15 16 paramname paramvalue 03 20 01 13 38 52 ATTRIBUTE DATA ARRAY DUMP STARTS 03 20 01 13 38 52 ATTRI...

Page 98: ...statdata datakey 15 NetworkOutCallsAbandoned 03 20 01 13 38 52 CTI EventData csrsmstatdata datavalue 15 0 03 20 01 13 38 52 CTI EventData csrsmstatdata datakey 16 NetworkOutCallsAbandonedDelay 03 20 0...

Page 99: ...Index...

Page 100: ...x 15 Feature Matrix 15 G Get TAPI Data 52 L log files Agent Function 74 CTI Init 74 Device Statistics Data 86 Log Message 95 Register Device 74 Send TAPI Call Data 89 Send TAPIsccs Call Data 92 Set Ev...

Page 101: ...Glossary of CTI Terminology...

Page 102: ...hem to the alarm log and forwarding alarms to the MPS alarm viewers The Alarm Viewer and or ALARM process displays the alarm information gathered by ALARMD ANI Acronym for Automatic Number Identificat...

Page 103: ...all processing lines For information about configuring applications and assigning applications to lines see the PeriView Reference Manual call processing line A physical telephone line capable of proc...

Page 104: ...er User s Guide data file The component file of an MMF that contains vocabulary element data Where MMFs are used as vocabulary or CMR files this is audio data Other types of elements that may be store...

Page 105: ...or more T1 spans When used information is obtained by an application through an indial string giving the protocol the telephone number of the party receiving the call See also ANI DTMF Acronym for Dua...

Page 106: ...wer level folders and or data cards For additional information see the PeriProducer User s Guide HDX Host Data Exchange index The set of keys used to order and access indexed database files y1 type da...

Page 107: ...onse IVR systems IVR Interactive Voice Response Refers to systems which communicate with a user through a telephone interface key A set of characters that is pattern matched to the data stored in file...

Page 108: ...on the line and attempts to connect the caller s referral lines only if the call is answered by the referral station Also known as consultation transfer Symposium Call Center Server SCCS Symposium Ca...

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