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Nortel Symposium TAPI Service Provider for Succession 3.0 User Manual Download Page 151

Chapter 6 Networked TAPI/IVR

151

Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0

 

Summary of Contents for Symposium TAPI Service Provider for Succession 3.0

Page 1: ...Part No 213346 02 August 2003 Network Managers Guide for Symposium TAPI Service Provider for Succession release 3 0 ...

Page 2: ...ication or disclosure by the United States Government is subject to restrictions as set forth in subparagraph c 1 ii of the Rights in Technical Data and Computer Software clause at DFARS 252 227 7013 Notwithstanding any other license agreement that may pertain to or accompany the delivery of this computer software the rights of the United States Government regarding its use reproduction and disclo...

Page 3: ...0F The required Universal Service Order Code USOC jack RJ48C When you request 56K 64K Service you must provide the telephone company with The Facility Interface Code 04DU5 56 64 The Service Order Code s SOC 6 0F The required Universal Service Order Code USOC jack RJ48S When you request V 34 Service you must provide the telephone company with The required Universal Service Order Code USOC jack RJ11...

Page 4: ...nts you a license to use the Software only in the country where you acquired the Software You obtain no rights other than those granted to you under this License Agreement You are responsible for the selection of the Software and for the installation of use of and results obtained from the Software 1 Licensed Use of Software Nortel Networks grants Customer a nonexclusive license to use a copy of t...

Page 5: ...nment the following paragraph shall apply All Nortel Networks Software available under this License Agreement is commercial computer software and commercial computer software documentation and in the event Software is licensed for or on behalf of the United States Government the respective rights to the software and software documentation are governed by Nortel Networks standard commercial license...

Page 6: ...6 213346 02 ...

Page 7: ... maintenance 29 License Manager 30 Features of Symposium TAPI SP 30 Basic call control 31 Enhanced call control 31 Automatic call distribution 31 ACD proxy service 32 Agent walkaway feature 32 Telephone set control 33 Outbound and predictive dialing applications 33 Trunk monitoring 33 Interactive voice response 33 Auto link recovery feature 34 Dynamic database feature 34 Administration features 34...

Page 8: ...networks 42 Configuring the E LAN 42 Assigning an IP address for the Succession switch 43 Defining a routing table 43 Primary IP address procedures 44 Activation procedure 44 Validation procedure 44 Recovery procedure 45 Installation notes for a knowledge worker environment 46 Installation notes in a Symposium call center environment 47 Preparing a Symposium Call Center Server 48 Prerequisites 48 ...

Page 9: ...a Windows Server 2003 server for Symposium TAPI 76 Enabling telephony services 76 Assigning lines to clients 80 Configuring TAPI clients 82 Chapter 4 Configuration guidelines 85 Downloading information from the Succession switch 86 Converting the text file 87 Configuring the Symposium TAPI SP database 90 Configuring the provider table 91 Configuring the Succession Host table 93 Configuring the tru...

Page 10: ...ng a full reinstall 120 Removing an earlier release from a Windows 2000 server 121 Removing an earlier release from a Windows 2003 server 121 Configuring the latest software release 122 Recovering database table information 122 Verifying the software upgrade 123 Upgrading Symposium TAPI SP features 123 License management when upgrading 123 Increasing the number of clients 123 Adding new features o...

Page 11: ...PI server initialization 147 No call data message received by TAPI server when a call is transferred from IVR port to ACD queue 148 Call data appears in overflow log file but does not appear in screen pop to agent 148 No call data is seen when transferred or conferenced to a remote Succession switch 149 Call data does not appear to agent when a call is transferred using NACD overflow 150 Blind tra...

Page 12: ...aving troubleshooting information 169 Controlling the size of the active log file 169 Printing the log file 169 TAPIDBM exe troubleshooting application 170 Running a TAPIDBM troubleshooting session 170 Microsoft TAPI browser application 171 Verifying default line properties 171 Verifying that telephone sets are configured correctly 173 Using the TAPI browser for acceptance testing 174 Answering an...

Page 13: ...recovery 182 TAPISRV unable to locate the DLL file 182 LINERR_NODRIVER error message 182 LineInitializeEx reports Success when the service is stopped 182 Meridian Link Services issues 182 Meridian Link Services presents no information 183 Call progress messages not delivered 183 Status change messages not delivered 184 Dropping the original call during consultation transfer 185 Transferring number...

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Page 15: ... Group window 63 Figure 14 Active Directory Users and Computers window 64 Figure 15 Select Group window 65 Figure 16 Select Computer window 70 Figure 17 Telephony Server Properties window 71 Figure 18 Select Users window 72 Figure 19 Telephony Services administration window 74 Figure 20 Edit Users window 74 Figure 21 Telephony window 76 Figure 22 Select Computer window 77 Figure 23 Telephony Serve...

Page 16: ...gure 47 Log styles window 114 Figure 48 IVR CTI call flow example 128 Figure 49 Networking call data 134 Figure 50 TAPI browser application 137 Figure 51 Open all lines display in the TAPI brower application 138 Figure 52 Displaying call information in the TAPI browser application 139 Figure 53 TAPI browser application 142 Figure 54 Open all lines display in the TAPI brower application 143 Figure ...

Page 17: ...I compatibility 156 Table 7 Windows 2000 service pack compatibility 156 Table 8 Interface device compatibility 157 Table 9 Nortel Networks application compatibility 157 Table 10 Third party application compatibility 158 Table 11 Basic call control 158 Table 12 Enhanced call control 159 Table 13 ACD 160 Table 14 Line and DN capacities 161 Table 15 Device controls 161 Table 16 Communication 162 Tabl...

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Page 19: ...API Service Provider for Succession release 3 0 Before you begin The Network Managers Guide for Symposium TAPI Service Provider for Meridian 1 release 3 0 is designed to be read by system integrators network managers and sales engineers who have expert knowledge of the following products Succession switch Microsoft TAPI software Microsoft Windows 2000 or 2003 server If you are using Symposium TAPI...

Page 20: ...he braces when entering the command Example If the command syntax is show ip alerts routes you must enter either show ip alerts or show ip routes but not both brackets Indicate optional elements in syntax descriptions Do not type the brackets when entering the command Example If the command syntax is show ip interfaces alerts you can enter either show ip interfaces or show ip interfaces alerts ita...

Page 21: ...oduct Use Adobe Acrobat Reader to open the manuals and release notes search for the sections you need and print them on most standard printers Go to Adobe Systems at the www adobe com URL to download a free copy of the Adobe Acrobat Reader You can purchase selected documentation sets CDs and technical publications through the Internet at the www1 fatbrain com documentation nortel URL separator Sho...

Page 22: ...22 Preface 213346 02 ...

Page 23: ...cession is a full function service provider for the Microsoft Telephony Application Programming Interface TAPI releases 2 x and 3 0 Microsoft TAPI provides a set of C language programming routines that support telephony control capabilities for central office switches Symposium TAPI SP software is platform vendor independent PVI and can be installed on any platform that supports one of the followi...

Page 24: ...ience This document is written for system integrators and network managers who have expert knowledge of the following products Succession switch Microsoft TAPI software Windows 2000 or 2003 server Note Symposium TAPI SP release 3 0 also supports the legacy Meridian Link Module For information about upgrading to Symposium TAPI SP release 3 0 in this environment refer to your Meridian Link Module do...

Page 25: ...tworked skill based routing NSBR and network ACD NACD in a call center environment or NACD only in a knowledge worker environment Call center environment In a call center Symposium TAPI Service Provider monitors TAPI ports on the Succession switch and passes information such as automatic number identification dialed number identification service ANI DNIS and calling line identification CLID to a T...

Page 26: ...both the E LAN and the C LAN via separate 10 100BASE T Ethernet ports on the server This configuration maintains the isolation between telephony and data traffic The TAPI server has one 10 100 BASE T Ethernet connection to the C LAN and communicates with the E LAN via a direct connection to the SCCS Note This document provides guidelines for a TAPI implementation with the SCCS Where fewer agents a...

Page 27: ...ation to the agent for example in the form of a screenpop This section provides an overview of an implementation in a knowledge worker environment In a knowledge worker environment Symposium TAPI SP connects directly to a Succession switch via a TCP IP Ethernet connection Figure 2 Figure 2 TAPI direct connection architecture With a direct connection implementation a single Succession switch can su...

Page 28: ...e Figure 3 Figure 3 TAPI system architecture supporting IVR functionality Symposium TAPI Service Provider works transparently with multiple Windows 2000 and Windows 2003 servers This environment is commonly used for NACD with a default of 512 bytes passed with a call locally or between servers in a NACD configuration Optional IVR system Windows based client PCs with Symposium TAPI client installed...

Page 29: ...ication installed on an SCCS or via a direct Ethernet connection to the Succession switch Symposium TAPI SP also converts Succession switch messages to TAPI messages for routing to client applications via TAPISRV Meridian Link Services Meridian Link Services enables an application in a host computer to use the call control and call monitoring functions of a Succession system Symposium TAPI Service...

Page 30: ...te TAPI 3 0 features as licensed to the customer The keycode allows TAPI applications to simultaneously monitor and control the maximum number of DNs as per the Engineering Guidelines The following features are controlled by the keycode Max number of Agents TAPI Server ID Inbound UUI Bi directional IVR This License Manager tab in the configuration application is new to TAPI 3 0 and replaces the Fl...

Page 31: ...vised transfer monitoring of call events Enhanced call control The enhanced call control features that Symposium TAPI SP supports include swap hold caller destination number CDN treatments ringback busy silence music Automatic call distribution Symposium TAPI SP supports software based distribution of calls using these ACD features setting up one main number and distributing the calls to a group o...

Page 32: ...y make set in service The ACD proxy service also registers ACD queue numbers so that an agent can log in to an ACD queue without launching an application Agent walkaway feature The agent walkaway feature works in the following ways To walkaway with a current call an active agent does the following presses the hold key unplugs the headset walks away The logger application displays a walkaway messag...

Page 33: ... from third parties that use the TAPI Service Provider interface for call control and monitoring Outbound and predictive dialing applications and tools are used in call centers to perform telemarketing collections telesales and account management Trunk monitoring The trunk monitoring feature allows Symposium TAPI SP to process the link messages for inbound calls on a monitored trunk The applicatio...

Page 34: ...rchitecture auto link recovery is the default setting Dynamic database feature Symposium TAPI Service Provider release 3 0 allows run time updates from the Symposium configuration application to the TAPI server Modifications such as addition or deletion of controllable telephone sets and their call control supported features are reported immediately to Symposium TAPI SP during run time Administrat...

Page 35: ... When the logger window is full the logger application writes status and error messages to a logger overflow file You can save the information in the logger overflow file to use for diagnostic and troubleshooting purposes You can also print a complete file or highlighted sections Microsoft TAPI browser application The Microsoft TAPI browser appplication enables you to verify that Symposium TAPI SP...

Page 36: ...ts analog telephone sets in a different way from digital telephone sets If you use analog telephone sets be aware of the following Symposium TAPI SP does not recognize call activity associated with an analog telephone s directory number if a call to an analog ACD set is abandoned Symposium TAPI SP does not support a TAPI compliant application answering calls for analog sets users of analog sets mu...

Page 37: ...with these products for detailed information Refer to the Engineering Guide for Symposium TAPI Service Provider for Succession release 3 0 part number 213345 1 for information about supported software Networking between Symposium TAPI Service Providers The Succession switch supports call routing between a network of Succession switches over ISDN trunks using network automatic call distribution NAC...

Page 38: ...en an IP address is found Symposium TAPI SP sends a TCP IP message requesting call data for the network CLID to the remote Symposium TAPI server Call data networking requirements The requirements for call data networking are as follows All switches must be on an ISDN trunk The NACD application must be installed on the Succession switch Each switch must have a unique HLOC To communicate with each o...

Page 39: ...ade to release 3 0 from an earlier release of the software refer to Chapter 5 Upgrading Symposium TAPI SP on page 117 If you want to install Symposium TAPI SP with a legacy system such as the Meridian Link Module refer to the following the product documentation you received with the Meridian Link Module Network Managers Guide a Reference Guide for Installing Configuring and Maintaining Symposium T...

Page 40: ... server with a minimum of service pack 4 installed Windows 2003 Standard Enterprise server Nortel Networks recommends that you allocate a dedicated server for TAPI activities Refer to Engineering Guidelines for Symposium TAPI Service Provider for Succession part number 213345 1 for detailed specifications for the hardware and software requirements for the TAPI server You must comply with these spe...

Page 41: ...nctionality required Table 1 Required Succession applications Application Option Purpose SCCS Direct connect 35 Integrated messaging IMS X X 77 Command and status link CSL X X 153 ISDN AP for third parties IAP3P X 247 Call ID X 311 NGCC mixed generation call center X 324 NGEN new generation foundation X Table 2 Optional Succession applications Application Option Purpose 40 Basic ACD 41 Basic ACD B...

Page 42: ... required in a call center environment to ensure that Symposium TAPI SP traffic is not affected by non TAPI data traffic An Ethernet switch or router is installed to provide routing between these C LANs Configuring the E LAN If you are installing Symposium TAPI SP in an existing Succession environment the E LAN configuration will be in place If the installation is in a new environment it is necess...

Page 43: ... with a dual CPU repeat this process for the backup inactive CPU using the following template and substituting appropriate values where necessary LD 117 NEW HOST M1SERVER_B 47 1 1 11 where M1SERVER _B is the host name for the IP address and 47 1 1 11 is the IP address of the standby Ethernet port CHG ELNK INACTIVE M1SERVER_B After you assign the necessary IP address es press the MAN INT button on ...

Page 44: ...nfigured in overlay 117 with the IP address used in overlay 137 The IP addresses must be identical in both overlays To perform the validation use the following sample as a template substituting relevant values where appropriate LD 117 cr OAM000 PRT ELNK cr ACTIVE ETHERNET PRIMARY_IP 47 48 49 50 INACTIVE ETHERNET SECONDARY_IP 47 48 49 51 OK LD 137 cr CIOD000 STAT ELNK cr ELNK ENABLED Ethernet ln un...

Page 45: ...procedure Recovery procedure If the connection to the Primary IP address is lost it can be reestablished by performing the following tasks 1 Manually initialize the system to reestablish a connection to the primary IP address 2 Perform the validation procedure again to confirm the Ethernet connection is fully functional Configuring the Set Each telephone DN monitored by the TAPI Service Provider n...

Page 46: ...s are also necessary You must have administrative rights and be familiar with Microsoft TAPI operation to install this software TCP IP must be configured and operational on both the Succession host link and on the TAPI server IAPG must be set to 1 on the Meridian Switch overlay 11 for each DN that will be monitored by the Symposium TAPI SP This enables the required messaging from the M1 PBX to the...

Page 47: ...al isolation between the E LAN and the C LANs Only one 10 100BASE T network Ethernet port is necessary on the TAPI server to connect to the C LAN Figure 5 SCCS installation in a call center environment Before you proceed ensure that the prerequisites described earlier in this chapter are met The following requirements are also necessary You must have administrative rights and be familiar with Micr...

Page 48: ...ommunicates with the TAPI server over an Ethernet connection using the TCP IP protocol MLSM communicates with the Succession switch over a second Ethernet connection using the TCP IP protocol Prerequisites To prepare the SCCS for TAPI operations verify the following the SCCS is fully functioning with all user IDs and passwords properly configured the necessary telephone user ID s and passwords are...

Page 49: ...arate C LAN In a multiple C LAN configuration traffic is isolated on the following LANs Traffic between the Succession switch and the SCCS is isolated on the E LAN Traffic between the SCCS and Symposium TAPI SP is isolated on its own dedicated C LAN If an IVR system is installed IVR traffic is also confined to this C LAN Data traffic between client PCs and data servers is isolated on the main C LA...

Page 50: ...unches the wizard driven installation application If not Select Start Run Type X setup exe where X is the CD drive Click OK to start the wizard driven installation application 4 The installation application issues the following notification if it detects a previous release of Symposium TAPI SP If this occurs refer to Chapter 5 Upgrading Symposium TAPI SP on page 117 for further information Note Be...

Page 51: ... agreement 6 Click Yes to indicate that you accept the terms of the software license 7 Click Next to continue with the installation If you wish to cancel the installation at any point click Cancel on any of the installation windows 8 Assuming that no previous release is detected the Setup Type window opens Figure 7 Select the setup type you prefer and click Next Figure 7 Setup Type window ...

Page 52: ...API server type window that opens Figure 8 select a TAPI server type you prefer and click Next Figure 8 TAPI server type window 10 The installation application copies the required files to the specified directory A status window displays installation progress ...

Page 53: ... wizard complete window 12 Click Yes I want to view the ReadMe File to display the readme txt file This file includes valuable information on Symposium TAPI Service Provider for Succession release 3 0 Nortel Networks recommends that you read this file before configuring and using the software 13 Click Finish to complete the installation Close the readme file if opened 14 The TAPI Server should now...

Page 54: ...54 Chapter 2 Installation guidelines 213346 02 ...

Page 55: ...Chapter 2 Installation guidelines 55 Network Managers Guide for Symposium TAPI Service Provider for Succession release 3 0 ...

Page 56: ...56 Chapter 2 Installation guidelines 213346 02 ...

Page 57: ...lient machine domain the domain to which the client machine belongs This information is only relevant if the client is a Windows NT machine client user the domain user logged onto the client machine client domain the domain to which the client user TAPI client belongs server machine the Windows 2000 or Windows Server 2003 telephony server machine server machine domain the machine domain to which t...

Page 58: ...rovide users with access to resources on other domains Before you configure TAPI domains you must be familiar with the concepts and procedures for domain management provided by Microsoft For information use the search facility at http www microsoft com Windows 2000 and Windows Server 2003 domain architecture Windows 2000 and Windows Server 2003 network domain structures use the active directory ar...

Page 59: ...rces to users in the sales domain In this scenario you can create a one way trust relationship between these domains Domain controllers for the sales domain trust users logged on to the accounts domain but users logged on to the sales domain are not trusted by domain controllers for the accounts domain However if you also want to allow access to the accounts domain to users logged on to the sales ...

Page 60: ...ian link Quiet C LAN Ethernet router C LAN Telephone sets Telephone sets C LAN ISDN NACD Client PCs Domain controller Client PCs Domain controller Optional IVR system 2 x one way trust relationships on Windows NT Two way trust relationship on Microsoft Windows 2000 2 x one way trust relationships on Windows NT Two way trust relationship on Microsoft Windows 2000 TAPI server Domain controller TAPI ...

Page 61: ...ium Call Center Server Meridian 1 switch E LAN Meridian link Quiet C LAN Ethernet router C LAN Telephone sets Telephone sets C LAN ISDN NACD Domain controller Domain controller Optional IVR system One way trust relationship TAPI resource domain trusts user domain 1 User domain 1 client PCs User domain 2 client PCs Logical user ID Logical user ID Logical user ID Logical user ID One way trust relati...

Page 62: ...e that TAPIADMIN is added to the local Administrators group on the TAPI 3 0 server This account enables your telephony service to run TCMSETUP on your server 3 Ask your network administrator to verify that all TAPI users are already configured as domain users 4 Log on to the server as an administrator 5 Select Start Programs Administrative Tools Active Directory Users and Computer to display the A...

Page 63: ...e Active Directory Users and Computers tree view window Figure 12 Click New and then click Computer 9 Enter the name of the client computer exactly as it appears on the client 10 Select the appropriate operating system and click Add 11 Repeat steps 8 through 10 for each client you want to add to the domain Configuring domains on a Windows Server 2003 server The Windows Server 2003 server provides ...

Page 64: ...ount enables your telephony service to run TCMSETUP on the server 3 Ask your network administrator to verify that all TAPI users are already configured as domain users 4 Log on to the server as an administrator 5 Select Start All Programs Administrative Tools Active Directory Users and Computer to display the Active Directory Users and Computers window Figure 14 Figure 14 Active Directory Users an...

Page 65: ...lect Group window 7 Highlight Administrators group and click OK to add TAPIADMIN user to the group 8 To add a client machine to the domain right click Computers in the Active Directory Users and Computers tree view window Figure 14 Click New and then click Computer 9 Enter the name of the client computer exactly as it appears on the client 10 Select the appropriate operating system and click Add 1...

Page 66: ...API server looks up what lines the clients has permission to use The TAPI Server sends a second reverse RPC request to the primary domain controller for the client machine domain to verify the client If the client machine domain trusts the server user domain the validation succeeds In this example the following trust relationships are necessary The server machine domain must trust the server user ...

Page 67: ...ust one user domain which is trusted by both machine domains To test whether your the server machine and client machine are correctly configured for RPCs perform the following tasks 1 On the client machine log in as the client user 2 In the command window enter the following command NET VIEW ServerMachine If the command succeeds even if there are no entries in the list the first RPC connection can...

Page 68: ...l a modem on the client user machine and not to install modem based applications If you encounter such problems check if telephony services are running immediately after you log on before starting any TAPI applications If telephony services are running identify the application that is causing TAPI to start up too early It may be possible to change configurations to stop the application starting au...

Page 69: ...oxy service login and password are set up and are the same as the login and password used by the telephony service The user login and password are set on the server The following section describes how to configure the TAPI environment on Windows 2000 and Windows Server 2003 servers Avoiding basic configuration problems You can avoid basic configuration problems if you comply with the following gui...

Page 70: ...server you must ensure that the Telephony service is enabled by selecting Start Settings Control Panel Administrative Tools Services to display the services administration window If the Telephony service is not enabled right click Telephony and then click Start 2 Select Start Run and then type tapimgmt msc to display the Telephony Services administration window 3 If the server you want to manage d...

Page 71: ...ist in the telephony administration window 5 Select the server you want to manage in the server list and select Action Properties to display the Telephony Server Properties window Figure 17 Figure 17 Telephony Server Properties window 6 In the Setup tab select Enable telephony server If the Enable telephony server option is unavailable checked that you clicked Start in Step 1 above Note Running th...

Page 72: ...dow 9 In the Look in field select the domain where the user is located Select the user name from the list of names that is displayed and click Add Click OK and this information will appear in the Telephony Server Properties window 10 In the telephony services properties window click OK to save changes The Note The account to manage the telephony server must be a member of the administrators group ...

Page 73: ...r s account Assigning lines to clients To assign lines to TAPI clients perform the following tasks 1 Select Start Run then type tapimgmt msc to display the telephony service administration window Figure 19 Microsof Note Before one can assign lines to clients the database must be populated with the line information This can be done manually or by importing a backed up m1spdb mdb file or by download...

Page 74: ... Edit Users window Figure 20 Figure 20 Edit Users window 3 Select Add to display the Select Users window Figure 18 4 In the Look in field select the domain where the user is located Select the user name from the list of names that is displayed and click Add Click OK to save these changes The users name appears as an assigned user in the Edit Users window 5 Repeat these procedures for each user tha...

Page 75: ...twork Managers Guide for Symposium TAPI Service Provider for Succession release 3 0 6 If you want to remove a user select the user s name from the list of assigned users in the edit user window and click Remove and then click OK to save the change ...

Page 76: ...s on a Windows Server 2003 server perform the following tasks 1 Before you can enable the telephony server you must ensure that the Telephony service is enabled by selecting Start Administrative Tools Services to display the services administration window If the Telephony service is not enabled right click Telephony and then click Start 2 Select Start Run and then enter tapimgmt msc to display the...

Page 77: ...lease 3 0 3 If the server you want to manage does not appear on the server list select Action Add Computer select Advanced Find Now to display the Select Computer window Figure 22 Figure 22 Select Computer window 4 Click Location and then highlight the domain for the server Select the server to be added and then click OK ...

Page 78: ...ephony server If the Enable telephony server option is unavailable checked that you clicked Start in Step 1 above 7 In Account Information type the user name and password for the account that will run the telephony service on the server The Note The account to manage the telephony server must be a member of the administrators group on the server The account must be also in the same domain as the T...

Page 79: ...or who is not an administrator on the server select Add Advanced Find Now to display the Select Users window Figure 24 Figure 24 Select Users window 9 Click Locations to select the domain where the user is located Select the user name from the list of names that is displayed and then click OK 10 In the telephony services properties window Figure 23 click OK to save changes ...

Page 80: ...asks 1 Select Start Run and then enter tapimgmt msc to display the Telephony window Figure 25 Microsof Note Before one can assign lines to clients the database must be populated with the line information This can be done manually or by importing a backed up m1spdb mdb file or by downloading the line information from the switch see Ch 4 ...

Page 81: ...vice providers and select Edit Users to display the Edit Users window Figure 26 Figure 26 Edit Users window 3 Select Add Advanced Find Now to display the Select Users window Figure 24 4 Click Locations to select the domain where the user is located Select the user name from the list of names that is displayed and then click OK Click OK to save these changes in the Edit Users window 5 Repeat these ...

Page 82: ...configuring for TAPI from any prior domains before you configure them for TAPI Supported Clients Windows 2000 Professional Windows XP Professional Windows 2003 Server Specifiying Symposium TAPI SP location s on client machines For Windows XP Professional Windows 2003 clients connecting to a Windows 2003 server Add the Windows Remote Service Provider to your clients to enable detection of telephony...

Page 83: ...re set to disabled as even in manual mode the services may be started by another program RAS initialization step by step When RAS starts it starts the TAPI service The TAPI service initializes the remotesp tsp service provider Remotesp tsp asks the Telephony Server for line devices As RAS is configured to run under the Local System account the Telephony Server denies the client machines Local Syst...

Page 84: ...hey should be disabled on all TAPI clients using the Services control panel These services should be disabled on the TAPI server PC also Procedure Disable the Remote Access Auto Connection Manager and Remote Access Connection Manager services using the Service control panel on each PC Reboot the PC On reboot ensure the services are disabled and not started Run the TAPI application and ensure it op...

Page 85: ...n and enters it into the Symposium TAPI SP database tables In a manual configuration instead of downloading information from the Succession switch you enter the information manually in the various windows in the configuration application Manual configuration is time consuming if you need to control a large number of agents After information is entered into the database you can add modify or delete...

Page 86: ...erTerminal On a Windows 2003 server select Start All Programs Accessories Communications HyperTerminal 4 When the port settings window opens log on to the switch 5 Select transfers 6 In the HyperTerminal application on a Windows 2000 server or Windows 2003 server select the Capture Text option 7 Select the download txt file that you created earlier 8 To capture information about all used terminal ...

Page 87: ...er the following commands in overlay 23 LD 23 REQ PRT TYPE CDN CUST 0 or customer number CDN cr 11 Ater you dowload the information from the overlays stop the HyperTerminal application 12 Close the HyperTerminal application to save the information Converting the text file To convert the text file containing switch information perform the following tasks in the Symposium TAPI SP configuration appli...

Page 88: ...ter 4 Configuration guidelines 213346 02 1 Select Start Programs Nortel Nortel Symposium TAPI Service Provider for M1 to start the configuration application Figure 27 Figure 27 Configuration application window ...

Page 89: ...er for Succession release 3 0 2 Click Convert Text file to display the open window Figure 28 Figure 28 Opening the download txt file 3 Select c m1server download txt Click Open to display the Text File Translator Status window Figure 29 Figure 29 Text File Translator Status window 4 Click Start ...

Page 90: ...elete CDNs that are downloaded that Symposium TAPI SP does not need to monitor Configuring the Symposium TAPI SP database This section describes the Symposium TAPI SP database tables and how to manage them in the Symposium TAPI SP configuration application Each database table has an associated window in the graphical user interface GUI of the configuration application The database tables are Provi...

Page 91: ... Service Provider for Succession release 3 0 Configuring the provider table In the provider table configuration window you can add modify or delete information about the application that is registered currently with Meridian Link Services Figure 30 Figure 30 Provider Table window ...

Page 92: ...ng an error The default value and minimum value is 32 seconds Command the length of time that Symposium TAPI SP waits for a command response before generating an error The default and minimum value is five seconds Call data size Enter the number of bytes that can be stored as call data The default size is 512 bytes but Nortel Networks recommends that you change this size to reflect actual requirem...

Page 93: ... Provider for Succession release 3 0 Configuring the Succession Host table In the Succession Host window of the configuration application you can add modify or delete host machine association information contained in the Succession Host database Figure 31 Figure 31 Succession Host window ...

Page 94: ...nk Services Machine name Enter a string of a maximum of 20 ASCII characters that identifies the Succession switch associated with the registered application Succession release select the correct release number of the Succession application Host port This port number must match the one configured in the Meridian Link Services In an SCCS configuration accept the default For a direct connect configur...

Page 95: ...table to monitor outbound trunk routing Before you can monitor a trunk verify that the trunk is configured as an associated set AST on the switch the IAPG is configured to select the appropriate events 1 all events the trunk is configured for monitoring on the TAPI server To configure the trunk table click on Trunk Table in the Succession Host configuration window In the Trunk Table window you can...

Page 96: ...ts Table window they apply only to the information contained in the Symposium TAPI SP database and do not affect the configuration of the Succession switch To access the Treatments Table window click on Treatments Table in the Succession Host configuration window Figure 32 Figure 32 Treatments Table window In the Treatments Table window you can perform the following configurations Treatment name T...

Page 97: ...to the treatments table in Symposium TAPI SP To modify a treatment 1 Scroll through the treatment numbers in the treatment number field and highlight the treatment number you want to modify 2 When this treatment number appears in the treatment number field make required changes in any or all of the following fields route number log style treatment type 3 Click OK to save the modified information t...

Page 98: ... contains the terminal number TN and directory number DN configurations on the Succession switch Each line configured on the switch has a terminal number TN You can associate a maximum of two directory numbers DNs with each TN Adding a new TN To add a new TN to the TN table 1 In the Succession Host configuration window click TN Table to display the Line Devices window Figure 33 Figure 33 Line Devi...

Page 99: ... TN you are adding 4 Click OK to save the new TN to the TN table 5 Perform the procedures described below to modify the information for this TN Modifying a TN To modify the information associated with a TN 1 Click TN Table in the Succession Host configuration window to display the Line Devices window Figure 33 2 Select the line you want to configure from the panel on the left side of the window If...

Page 100: ...ord window properties window 4 Select the line features phone type and log style that you want to configure for this TN 5 Click OK to save this information to the TN table Deleting a TN all TNs To delete a line from the TN table 1 In the Line Devices window select the line you want to delete in the panel on the left side of the window 2 Click the Del button to delete this line from the TN table ...

Page 101: ... delete information in the DN table the TN table reflects the changes To add a new DN 1 In the Line Devices window in the panel on the left side of the window select the line number to which you want to add a DN 2 Click Add DN on the right side of the window to display the add a directory number record window 3 Type the directory number and select the DN type Click OK to save this information to t...

Page 102: ...s required Click OK to save these changes to the DN table and the TN table Deleting a DN To delete a DN from the DN table and the TN table 1 In the Line Devices window select the DN you want to delete 2 Click the Del button 3 Click OK in the warning window that is displayed to save the information to the DN table and the TN table Adding a CDN Control directory numbers CDNs are required for host en...

Page 103: ...indow To add a new CDN 1 In the CDN window click Add to display the Add a Control Directory Number window Figure 39 Figure 39 Add a Control Directory Number window 2 Type the CDN you wish to add Click OK to save the information to the CDN table To modify a CDN 1 In the CDN window scroll the entries in the DN field Select the DN you wish to modify 2 Select the desired log style or click Log Style T...

Page 104: ...st table database for the following to open a listening IVR port that the IVR application uses to register with the IVR driver on the TAPI server to keep this link open between Symposium TAPI SP and the IVR system so that the IVR system can send call data to the TAPI server In a networked environment the IVR driver uses information stored in the remote host address table to request call data for i...

Page 105: ...gers Guide for Symposium TAPI Service Provider for Succession release 3 0 To configure IVR for Symposium TAPI SP click the Network TAPI IVR Server tab in the main window of the configuration application Figure 40 Figure 40 Network TAPI IVR server window ...

Page 106: ...ort is 5000 but you can change this if you discover port conflicts Protocol TCP IP is the required protocol Remote TAPI server host addresses To attach call data to calls during an ACD transfer or a NACD overflow you must specify a remote host address for each TAPI server in the network Adding an IVR remote host address To add an IVR remote host address 1 In the Network TAPI IVR Server window clic...

Page 107: ...IVR Server window 4 Click OK in this window to add the remote host address to the database Modifying an IVR remote host address To modify an IVR remote host address 1 In the Network TAPI IVR Server window select the entry you want to modify in the list of remote host addresses 2 Click Edit to display the Edit Remote Host Address window Figure 42 Figure 42 Edit Remote Host Address window 3 Modify t...

Page 108: ...entry you want to delete in the list of remote host addresses 2 Click Del to delete the entry from the remote host address list 3 Click OK to delete the remote host address from the database Deleting all IVR remote host addresses To delete all IVR remote host addresses 1 In the Network TAPI IVR Server window click Delete All 2 Click OK to save the changes to the database ...

Page 109: ...r for Succession release 3 0 Configuring License Manager Symposium TAPI Service Provider release 3 0 uses a keycode to control licensed features To enter the keycode on the TAPI server click the License tab on the main window of the configuration application Figure 43 Figure 43 License Manager Tab ...

Page 110: ...eycode Click Test Keycode The decrypted features will be displayed if the Keycode and the Serial Number are a valid pair Click Apply Keycode to save these details to the Symposium TAPI SP database The approprite licensed features will then be enabled in the Symposium TAPI SP Figure 44 Figure 44 License Manager Tab ...

Page 111: ...rovider for Succession release 3 0 Configuring SAP compliance Symposium TAPI Service Provider release 3 0 supports mySAP and SAPphone To enable SAP compliance on the TAPI server click the Compliance tab on the main window of the configuration application Figure 45 Figure 45 Compliance window ...

Page 112: ...Configuration guidelines 213346 02 Click in the check box to enable SAP compliance Figure 46 Figure 46 Enabling SAP compliance SAP compliance is currently the only feature that you can enable in the compliance window ...

Page 113: ...yles These default settings are 0 which logs no items and 1 which logs all items For troubleshooting purposes you may need to create additional log styles to trace specific data items Log styles are numbered consecutively Numbers 0 and 1 are default styles The first log style you create is number 2 Continue to number the log styles in sequence If you delete a log style all subsequent log style num...

Page 114: ...delines 213346 02 Adding a log style To add a new log style to the log style table 1 Click the Log Styles tab in the main window of the configuration application to display the log styles window Figure 47 Figure 47 Log styles window ...

Page 115: ...cation The new log style is now available in all configuration windows Editing a log style To edit a log style 1 In the log style window select the log style you want to edit in the Log Style Number field 2 Click the check boxes next to the data items you want to include or deselect check boxes next to the data items you want to remove 3 Click OK to save the changes and return to the main window o...

Page 116: ...from the Succession switch for the first database for customer 0 this information is saved by default in the c m1server directory as m1spdb mbd To create a new customer database you must define a different name for the file or store it in a different directory To perform an automatic configuration ensure that the correct customer number is specified in Succession overlays For information refer to ...

Page 117: ...ns as configured in the earlier release Note Nortel Networks recommends that you make a backup copy of your m1spdb mdb file and store it in a safe location any time you perform an upgrade to Symposium TAPI SP Repeat the backup procedure after you complete the upgrade Optionally you can backup the tsec ini file Windows 2000 and 2003 Servers do not require the tsec ini file for line associations how...

Page 118: ...ices 3 Insert the Symposium TAPI Service Provider CD into the CD drive 4 The Setup program automatically launches the wizard driven installation application If not Select Start Run Type X setup exe where X is the CD drive Click OK to start the wizard driven installation application 5 The Setup program will detect the earlier version of Symposium TAPI SP and display the following dialog box 6 Click...

Page 119: ... you will be asked whether to keep the FLEXlm license manager Symposium Agent 2 3 requires FLEXlm to be present therefore if you have Symposium Agent 2 3 as part of your solution or plan to add it in the future you should keep FLEXlm 8 The installation application copies the required files to the installation directory A status window displays installation progress ...

Page 120: ...release 3 0 Nortel Networks recommends that you read this file before configuring and using the software 11 Click Finish to complete the installation Close the readme file if opened 12 The TAPI Server should now be rebooted to complete the installation Performing a full reinstall To perform a full reinstall you must uninstall the earlier release of the software from the server before you install t...

Page 121: ...ation directory i e C m1server and store it in a safe place This procedure ensures that you have a backup copy of the Symposium TAPI SP database in the event of a system crash or other unforeseen failure during the upgrade process Optionally you can backup the tsec ini file Windows 2000 and 2003 servers do not require the tsec ini file for line associations however it is is still included for back...

Page 122: ...After you complete the quick upgrade or full reinstall of Symposium TAPI Service Provider for Succession release 3 0 verify that the configuration information contained in the m1spdb mdb file is entered in the database tables Select Start Programs Nortel Nortel Symposium TAPI Service Provider for M1 Configure Database The latest release of Symposium TAPI SP software adds a Compliance tab which pro...

Page 123: ...ange the range of services you must purchase a keycode License management when upgrading Before you can upgrade TAPI services you must purchase a new keycode and enter this new license keycode in the License tab in the Symposium TAPI SP configuration application When successfully decrypted this will enable additional clients or features Increasing the number of clients After you enter the new lice...

Page 124: ...nfiguration application Refer to Configuring the network TAPI IVR table on page 104 for information To add Symposium Agent support refer to the Symposium Agent product documentation for configuration information To add Symposium Web Center Portal refer to the Symposium Web Center Portal product documentation for configuration information To move from a direct connect knowledge worker environment t...

Page 125: ... 125 Network Managers Guide for Symposium TAPI Service Provider for Succession release 3 0 Draft 0 01 4 Select Start Administrative Tools Add Remove Programs Symposium TAPI Service Provider Remove 5 Restart the server to save these changes ...

Page 126: ...126 Chapter 5 Upgrading Symposium TAPI SP 213346 02 Draft 0 01 ...

Page 127: ...res Installation and configuration must be carried out by qualified personnel only Integrated IVR CTI The IVR and networking option available for Symposium TAPI SP enables integrated IVR CTI functionality in a Succession PBX environment The optional module provides an interface between the TAPI server and either the Nortel Networks Periphonics IVR system or a third party IVR system Note Nortel Net...

Page 128: ...VR system with Symposium TAPI SP refer to the Nortel Networks developer program IVR CTI call flow example This section provides a sample call flow that illustrates how caller related information collected by an IVR system is made available to call center agents through Symposium TAPI SP Figure 48 shows the events in the sample call flow Figure 48 IVR CTI call flow example Symposium Call Center Ser...

Page 129: ...n switch to transfer the call to the destination DN 8 At the same time the SCCS passes the CLID and destination DN to Symposium TAPI SP where the IVR driver searches for CED associated with the CLID 9 The Succession switch transfers the call to the selected agent s telephone set 10 Symposium TAPI SP passes this CED to a TAPI compliant application on the PC associated with the destination DN LAN co...

Page 130: ...ll data from the IVR driver on the remote TAPI server The IVR driver uses the TCP IP protocol to communicates with the IVR system and with networked TAPI servers IVR CTI messages IVR CTI integration occurs through the exchange of a series of messages between the IVR system and the Symposium TAPI SP IVR driver In a networked TAPI environment these messages are relayed by the main TAPI server to rem...

Page 131: ...routed to a remote site the TAPI server at that site extracts the HLOC from the network CLID It checks if this HLOC is in its IVR host database table and sends a request call data message over TCP IP to the TAPI server at the main site The main TAPI server then sends a caller data message to the remote TAPI server All TAPI servers must be configured with the IP address and HLOC of the main TAPI se...

Page 132: ...IVR system supports the following IVR features text to speech Large vocabulary speech recognition through its OSCAR speech server multiple speech recognition vendors including Nuance self service solutions which can include multiple layers A GUI based application builder PeriProducer for creating a range of basic to complex voice menus The system has two server elements the voice processing series...

Page 133: ...rough a separate interface component the IPML server passes the CED to SCCS SECC When you install the IPML server the following configurations files are created cstapi cfg cstapils cfg You must customize these configuration files on the IPML server to incorporate specific information relating to your site For more information refer to the Periphonics product documentation Networking call data In t...

Page 134: ...The Succession switch supports call routing between a network of Succession switches through ISDN trunk using network automatic call distribution NACD This functionality allows Symposium TAPI Service Provider for Succession to track call data related to calls that overflow from one Succession switch to another The call data is obtained through the network over TCP IP Optional IVR system Windows ba...

Page 135: ...t verify that each Succession switch has a unique HLOC 4 Verify that all Symposium TAPI servers are configured for TCP IP by using the ping utility 5 Verify that all IVR host database tables are configured with entries for the HLOC IP address and port numbers of all participating Symposium TAPI SP servers 6 Configure the call data life span that defines the amount of time the call data object last...

Page 136: ... 3 The IVR system plays prompts and collects data 4 The IVR system passes the collected data to Symposium TAPI SP via TCP IP 5 Symposium TAPI SP creates a call data block that contains both the call data and the CLID 6 The IVR system transfers the call from its port to a destination DN on the switch Typically it transfers the call to an ACD queue In turn the ACD software presents the call to a cal...

Page 137: ...re 50 TAPI browser application 2 The right hand pane displays the following information lineInitializeEx returned SUCCESS num line devs n where n is the number of TNs successfully registered with the switch 3 In the left hand pane scroll OpenAllLines Select the entry to display line information in the middle pane Figure 51 ...

Page 138: ...ys a call appearing on one of the lines which is the line monitoring the current called IVR port DN When the call data entry is complete the IVR system transfers the call to an ACD queue The call appears in the middle pane of the TAPI browser as offering to one of the lines in the ACD queue in which the agent is logged 5 Select the offering call in the middle pane In the left pane select the lineG...

Page 139: ...ers Guide for Symposium TAPI Service Provider for Succession release 3 0 Figure 52 Displaying call information in the TAPI browser application The dwUserUserInfo and dwCallData fields of LINECALLINFO structure show the call data entered by the user ...

Page 140: ...ays prompts and collects data from the caller 3 The IVR system uses TCP IP to send CED along with information about the port or DN on which the data was collected to the Symposium TAPI SP for M1 A 4 The Symposium TAPI SP for Succession A updates its call data objects and stores them in an index based STL data structure 5 The IVR system transfers the call from its port to a destination DN on the sw...

Page 141: ...ent local call ID 11 The M1 B TAPI server passes the data to any TAPI applications monitoring the agent s telephone via a LINECALLINFO message and the subsequent lineGetCallInfo function call Verifying NACD overflow with TAPI operations Verify that the IVR system and mlinksp ini file are properly configured before starting Symposium TAPI SP Also verify that NACD overflow time is set on the switch ...

Page 142: ...ght hand pane displays the following information lineInitializeEx returned SUCCESS num line devs n where n is the number of TNs successfully registered with the switch 3 In the left hand pane scroll to OpenAllLines Select the entry to display line information in the middle pane Figure 54 ...

Page 143: ... one of the lines which is the line monitoring the current called IVR port DN When the call data entry is complete the IVR system transfers the call to an ACD queue The NACD overflow option set on the M1 A switch causes the call to be overflowed to the ACD queue on the M1 B switch The call appears in the middle pane of the TAPI browser as offering to one of the lines in the ACD queue in which the ...

Page 144: ...erflow This section describes how call data is communicated from a local Symposium TAPI SP to a remote Symposium TAPI SP without the IVR system and NACD overflow switch setting This example uses lineSetCallData to establish call data on an active call and then transfers or conferences to an ACD queue on the remote Succession switch In this scenario two Succession switches M1 A and M1 B are connect...

Page 145: ...lements also contains the network CLID The M1 B TAPI server interprets the message as if the call originated from the remote Succession 6 The M1 B TAPI server extracts the HLOC from the network CLID field and searches its IVR host database table for the HLOC If a match is found the TAPI server for M1 B sends a request call data message via TCP IP to the M1 A TAPI server 7 The TAPI server for M1 A ...

Page 146: ... 7 Click OK To answer an incoming call on the TAPI server for M1 B in the TAPI browser application perform the following tasks 1 Select the offering call in the middle pane and select lineAnswer in the left hand pane 2 Select lineGetCallInfo in the left hand pane to display line call information in the right hand pane The dwUserUserInfo and dwCallData fields of LINECALLINFO structure show the call...

Page 147: ...STENING or ESTABLISHED it indicates that there is a port conflict and that the port is already in use by another application Consult your data network administrator to resolve the conflict 6 If port 5000 is not listed clear the overflow log using the logger application Start Symposium TAPI SP 7 Open the DOS Command prompt window on the TAPI server and enter the following command netstat a a txt En...

Page 148: ...logger application and start Symposium TAPI SP Verify in the logger application that services have successfully started 5 Start the IVR system 6 Wait for the IVR registration message to appear in the logger window Test functionality by calling IVR port DN Follow the voice prompts to enter call data 7 When the IVR system transfers a call from the IVR port to an ACD queue a call appears on an agent ...

Page 149: ...ed to a remote Succession switch If no call data is seen when transferred or conferenced to a remote Succession switch perform the following tasks 1 Verify that all Succession switches in the network are connected using ISDN PRI trunking 2 Verify that all Succession switches are configured to pass network CLID 3 Configure the network call trace feature to verify that the Succession switches pass n...

Page 150: ...P 1941668 USED 679771 TOT 2621439 DISK SPACE NEEDED 181 KBYTES 2MB BACKUP DISKETTE S NEEDED 1 PROJECTED ACD DNS AVAIL 23860 USED 140 TOT 24000 REQ PRT TYPE NACD CUST 0 ACDN 7194 TABL D ACD DN 7194 TABLE NAME D ENTRY NO TARGET ID TIMER VALUE STATUS REGISTERED 1 3258 4 ACTIVE OK MEM AVAIL U P 1941668 USED 679771 TOT 2621439 DISK SPACE NEEDED 181 KBYTES 2MB BACKUP DISKETTE S NEEDED 1 PROJECTED ACD DN...

Page 151: ...Chapter 6 Networked TAPI IVR 151 Network Managers Guide for Symposium TAPI Service Provider for Succession release 3 0 ...

Page 152: ...152 Chapter 6 Networked TAPI IVR 213346 02 ...

Page 153: ...ange of products required for computer telephony integration Before integrating the software with a product check in the tables provided in this section to determine the level of compatibility Succession switch compatibility Table 3 lists the Succession switches that Symposium TAPI SP supports Table 3 Succession switch compatibility Symposium TAPI Service Provider Minimum X11 software release Rele...

Page 154: ...set compatibility Symposium TAPI Service Provider Telephone set Release 2 1 Release 2 2 Release 2 3 Release 2 3 1 Release 3 0 M2000 series digital telephones M2009 Y Y Y Y Y M2018 Y Y Y Y Y M2317 Y Y Y Y Y Meridian modular telephones MMT M2006 Y Y Y Y Y M2008 Y Y Y Y Y M2216 Y Y Y Y Y M2616 Y Y Y Y Y M39xx telephones M3901 Y Y Y Y Y M3902 Y Y Y Y Y M3903 Y Y Y Y Y M3904 Y Y Y Y Y M3905 N N Y Y Y T...

Page 155: ...Y M3820 Y Y Y Y Y Analog telephone sets 500 2500 sets Y Y Y Y Y IP telephone sets i2002 Internet telephone N N N N Y i2004 Internet telephone N N N Y Y i2050 software telephone N N N Y Y Table 5 Desktop PC compatibility Symposium TAPI Service Provider Desktop PC Release 2 1 Release 2 2 Release 2 3 Release 2 3 1 Release 3 0 Windows 2000 workstation N N Y Y N Windows 2000 server N N Y Y N Windows XP...

Page 156: ...TAPI SP Table 6 Microsoft TAPI compatibility Microsoft TAPI releases Release 2 1 Release 2 2 Release 2 3 Release 2 3 1 Release 3 0 TAPI 2 0 Y Y Y Y Y TAPI 2 1 Y Y Y Y Y TAPI 3 0 N N Y Y Y TAPI 3 1 N N N N Y Table 7 Windows 2000 service pack compatibility Symposium TAPI Service Provider Windows 2000 service pack Release 2 1 Release 2 2 Release 2 3 Release 2 3 1 Release 3 0 Service pack 1 N N Y N N ...

Page 157: ...ication compatibility with Symposium TAPI SP Table 8 Interface device compatibility Symposium TAPI Service Provider Interface device Release 2 1 Release 2 2 Release 2 3 Release 2 3 1 Release 3 0 Meridian Link 5 5C Y Y Y Y Y Meridian Link Services MLS 4 0 N N Y Y Y Meridian Link Services MLS 4 2 N N Y Y Y Table 9 Nortel Networks application compatibility Symposium TAPI Service Provider Application ...

Page 158: ...ium TAPI SP supports Table 10 Third party application compatibility Symposium TAPI Service Provider Application Release 2 1 Release 2 2 Release 2 3 Release 2 3 1 Release 3 0 pcAnywhere 10 5 N N N Y Y Norton Antivirus ver 7 N N N Y Y MacAfee Netshield ver 4 5 w MacAfee Scan Engine 4 1 6 0 N N N Y Y InnoculateIT N N N Y Y SAPphone R 3 2 54 N N N Y Y Table 11 Basic call control Symposium TAPI Service...

Page 159: ...racking monitored addresses Y Y Y Y Y Call party name display direct connect configuration only Y Y Y Y Y Multiple appearance DN1 Y Y Y Y Y Generate DTMF tones N N N N Y Gather DTMF tones N N N N N 1 This feature has limitations For information refer to Multiple appearance DN MADN feature support on page 164 Table 12 Enhanced call control Symposium TAPI Service Provider Feature Release 2 1 Release...

Page 160: ...ice Provider Feature Release 2 1 Release 2 2 Release 2 3 Release 2 3 1 Release 3 0 Login Y Y Y Y Y Logout Y Y Y Y Y Ready Y Y Y Y Y Not ready Y Y Y Y Y Walk away return Y Y Y Y Y ACD statistics Y Y Y Y Y Not ready after call completed on disconnect Y Y Y Y Y Emergency N N N N Y Not Ready reason codes N N N N Y Activity code N N N N Y Night service Y Y Y Y Y Call agent Y Y Y Y Y Table 12 Enhanced c...

Page 161: ...Y Display agent Y Y Y Y Y Supervisor key N N N N Y Table 14 Line and DN capacities Symposium TAPI Service Provider Feature Release 2 1 Release 2 2 Release 2 3 Release 2 3 1 Release 3 0 Max DNs Address per set 2 2 2 2 2 Max telephones per TAPI server 1000 1000 1200 1200 1200 Table 15 Device controls Symposium TAPI Service Provider Feature Release 2 1 Release 2 2 Release 2 3 Release 2 3 1 Release 3 ...

Page 162: ...Service Provider Feature Release 2 1 Release 2 2 Release 2 3 Release 2 3 1 Release 3 0 IVR integration support Call data Y Y Y Y Y Network IVR Y Y Y Y Y Networking support Call data Y Y Y Y Y Network CLID Y Y Y Y Y Network ACD Y1 1 Networking support on release 2 1 is not compatible with later releases Y Y Y Y ESN Y1 Y Y Y Y Table 15 Device controls Symposium TAPI Service Provider Feature Release ...

Page 163: ...I SP supports Table 17 Security Symposium TAPI Service Provider Feature Release 2 1 Release 2 2 Release 2 3 Release 2 3 1 Release 3 0 25 pin D type parallel port security device Y Y Y Y N Keycodes Y Y Y Y Y License management Y Y Y Y Y Table 18 Diagnostic Symposium TAPI Service Provider Feature Release 2 1 Release 2 2 Release 2 3 Release 2 3 1 Release 3 0 Logger application Y Y Y Y Y TAPIDBM N N N...

Page 164: ...n the same manner as with a Succession installation Remote Office support Symposium TAPI SP supports the Nortel Networks Remote Office 9150 release 1 1 enabling a maximum of 32 users located in a remote office to log on to the TAPI server domain Multiple appearance DN MADN feature support The MADN feature enables you to monitor calls to one DN from multiple telephone sets Note Symposium TAPI SP di...

Page 165: ...API browser application shows a call offered message on line 4 0 0 2 only 2 If you answer the call manually using the 2530 address on line 4 0 0 3 the TAPI browser application shows a call connected message on line 4 0 0 2 only 3 In this scenario no call control is possible from the 4 0 0 2 telephone set but the TAPI browser application enables you to perform call control from line 4 0 0 2 through...

Page 166: ...uration TN 4 0 0 2 manager with 2400 DN and 2530 MADN TN 4 0 0 3 secretary with 2300 DN and 2530 MADN 2 Configure TN 4 0 0 2 for information refer to Adding a new TN on page 98 Symposium TAPI SP does not allow you to enter the same MADN information for TN 4 0 0 3 because it is already entered in the TN database for TN 4 0 0 2 3 Save the information and restart the TAPI server 4 Run the TCMAPP appl...

Page 167: ...ined License decryption and diagnostic interface Logger troubleshooting application If a problem occurs when installing or running Symposium TAPI SP you can run the logger application to create a log of activities which can help to identify the source of the problem The application displays information in the logger window that you can save in the overflow file for review by technical personnel Be...

Page 168: ...g session To run a troubleshooting session in the logger application 1 Stop the Symposium TAPI SP application 2 In Windows Explorer navigate to C m1server tools logger exe 3 Start the logger application to display the logger window Figure 56 Figure 56 Logger window ...

Page 169: ...s of information can be generated in the log file in less than a minute which can affect virtual memory availability for Symposium TAPI SP operations To control the size of the active log file use the recycle log file option to define a maximum size in megabytes for the log file and or maximum time When either of these conditions is met the logger application renames the log file to the current na...

Page 170: ...ou can run this application to create a log of activities which can help to identify the source of the problem Running a TAPIDBM troubleshooting session To run a troubleshooting session in the logger application 1 Stop the Symposium TAPI SP application 2 At the command console navigate t the C m1server tools folder 3 Enter tapidbm exe to run this debug monitoring application 4 Or enter tapidbm exe...

Page 171: ...PI SP software CD or you can download it from the Microsoft Website at http www microsoft com To start the browser application select Start Programs Nortel Nortel Networks Symposium TAPI Service Provider for M1 TAPI browser to display the TAPI Browser window Figure 58 Figure 58 TAPI Browser window Verifying default line properties To verify that the default values for a line are set to monitor own...

Page 172: ...tor and owner are not highlighted you can select them by holding down the control key while you click on both entries 3 In the Parameters pane select line dwMediaMode Verify that INTERACTIVE VOICE is selected in the Bit flags pane 4 Click OK to save these default values 5 To ensure that only active calls are monitored in the main TAPI browser window select Options Auto deallocate idle monitored ca...

Page 173: ...n application select Succession Host tab TN table to display a list of the TNs that are configured for Symposium TAPI SP Identify the telephone set associated with line 0 2 In the TAPI browser application click the Param check box on the toolbar Click the Line button on the toolbar to display the lineOpen window Figure 60 Figure 60 LineOpen window 3 Select dwDeviceID in the left hand pane 4 Click ...

Page 174: ... of acceptance tests you can perform through the TAPI browser application to ensure that Symposium TAPI SP is operating correctly Before you begin 1 Start the TAPI browser application 2 Click the LAp button on the toolbar to load Symposium TAPI SP 3 Ensure that the Parameters check box in the toolbar is deselected 4 In the left hand pane select OpenAllLines Answering an incoming call To verify tha...

Page 175: ...incoming call 2 In the left hand pane select LineSetupConference 3 In the right hand pane select the Dialtone line In the left hand pane select LineDial 4 In the left hand pane select IpszDestAddress Enter a valid DN to which to conference the call 5 In the middle pane select OnHoldPendingConference In the left hand pane select LineAddToConference Calling from a digital telephone set to DN and ACD...

Page 176: ... Phone Dialer On Windows 2000 select Start Programs Accessories Communications Phone Dialer to start the phone dialer application On Windows Server 2003 select Start Run and then type dialer Click OK to run the Phone Dialer 2 Select a line number to control from the drop down list to display the keypad 3 Dial a known working number that can be answered A completed call verifies that Symposium TAPI...

Page 177: ...ne assignments in a Windows NT domain Windows 2003 Servers require Active Directory Services to acquire the line assignments Active Directory Services are not supported in a Windows NT domain Also the DNS entries on the Windows 2003 Server must point to servers which support Active Directory Services It is required that primary domain controllers and DNS servers must support Active Directory Servi...

Page 178: ...bleshooting session in the logger application to log the messages that are exchanged during connectivity tests Testing the TCP IP connection Use the ping command to test the TCP IP connection from Symposium TAPI SP to the SCCS or to the Succession switch To perform a ping on the connection 1 Open a DOS window on the TAPI server 2 Type ping SCCS Succession switch TCP IP address 3 If the ping is suc...

Page 179: ...Link Services on the SCCS or on the Succession switch Use the ping command to check the connection the host name and the IP address of the SCCS or the Succession switch The connection to the Succession switch cannot be established The switch tries to connect but does not give a registration association identifier On the Succession switch use mlusr commands to check Meridian Link Services operation...

Page 180: ...The reason for this behavior is that Symposium TAPI SP has run out of memory and the solution is to add more memory to the server Symposium TAPI SP stops responding If the Succession switch fail use Succession procedures to identify and correct the problem Verify that Symposium TAPI SP is registered and operational Access the Windows task manager by right clicking the mouse on the Windows menu bar...

Page 181: ... 0 0 0 0 0 LISTENING TCP tapidmsscout 137 0 0 0 0 0 LISTENING TCP tapidmsscout 138 0 0 0 0 0 LISTENING TCP tapidmsscout nbsession 0 0 0 0 0 LISTENING TCP tapidmsscout nbsession PLATFORM3 1377 ESTABLISHED TCP tapidmsscout nbsession BUILD 4664 ESTABLISHED TCP tapidmsscout 1052 47 113 64 34 8888 CLOSE_WAIT TCP tapidmsscout 1691 ntftp ftp ESTABLISHED TCP tapidmsscout 4029 0 0 0 0 0 LISTENING TCP tapid...

Page 182: ...system to locate the DLL file LINERR_NODRIVER error message A LINERR_NODRIVER error message indicates that Microsoft TAPI is assigning the first line to a unimodem Nortel Networks recommends that you do not install a modem on the TAPI server To resolve the conflict uninstall the modem driver from the server LineInitializeEx reports Success when the service is stopped When Symposium TAPI SP is stop...

Page 183: ...er AST control but C is not The agent on telephone A establishes a call to the agent on telephone B Using the conference key and the key pad on A agent A places a consultation call to the agent on telephone C Because no Meridian Link Services messages are sent when C answers the call Symposium TAPI SP cannot determine if agent C answered In this scenario Symposium TAPI SP registers the call events...

Page 184: ...on CallHandle2 and CallHandle3 ought to change to the idle state while CallHandle1 ought to change to the onhold state The same problem can occur with a supervised transfer given the same three phones as described in the earlier scenarios No messages are sent when agent C answers the consultation call or when agent C drops a call prior to completion of the supervised transfer Status change message...

Page 185: ...vices Meridian Link Services still sends call status messages even if you select outbound call processing only in the configuration application It is normal practice to select inbound call processing as well Called number not displayed when routed to a CDN Meridian Link Services presents the calling number but not the called number when the incoming call is transferred or forwarded to a CDN For ex...

Page 186: ...unassigned number 3 no route to destination 17 user busy 18 no user responding 22 number changed 27 destination out of order 28 invalid number format address incomplete 34 no circuit channel available 38 network out of order 41 temporary failure 42 switch equipment congestion 127 interworking unspecified with inband information available Predictive dialer and outbound dialing applications can proc...

Page 187: ...r CED caller entered data C LAN customer LAN CLID calling line identification CPU central processing unit CSE1000 Communication Server for Enterprise 1000 CTI computer telephony integration D DN directory number DNIS dialed number identification service DNS domain name service E E LAN embedded LAN ESN electronic switched network G GB gigabyte GUI graphical user interface H HDX Host Data Exchange H...

Page 188: ...nistration Terminal MB megabyte MCN multiple call no ring MCR multiple call ring MSB make set busy N NACD network automatic call distribution NMS Network Management System NRD not ready NSBR network skill based routing O OTM Optivity Telephony Manager P PBX private branch exchange PDC Primary Domain Controller PEP product enhancement package PIN personal identification number PSTN public servic te...

Page 189: ...t management database SBR skill based routing SCCS Symposium Call Center Server SECC Symposium Express Call Center Symposium TAPI SP Symposium TAPI Service Provider T TAPI telephony application programming interface TAPISRV Microsoft TAPI server TCP IP TransportControlProtocol InternetProtocol TN terminal number TNB terminal number block V VLAN virtual LAN VPS is voice processing server informatio...

Page 190: ...190 Glossary 213346 02 ...

Page 191: ...31 basic features supported with releases of Symposium TAPI SP 158 enhanced features supported 31 enhanced features supported with releases of Symposium TAPI SP 159 call data 150 associated with a network CLID 131 associated with a specific DN port 131 configuring life span in the provider table 92 configuring size in the provider table 92 disabling copy to consultative calls in the provider table...

Page 192: ...e 91 recovering database information after a software upgrade 122 TAPI clients 82 trunk table 95 verifying a software upgrade 123 configuration application CDN table 102 configuring database tables 90 configuring the provider table 91 converting the text file from Meridian 1 switch download 87 log styles table 113 Meridian 1 Host table 93 network TAPI IVR table 104 overview 34 TN table 98 treatmen...

Page 193: ...ature interactions call center environment 35 direct connect 36 general 36 knowledge worker environment 36 SCCS 35 I increasing the number of clients 123 installation call center environment 47 direct connect 46 full reinstall of Symposium TAPI SP 118 120 knowledge worker environment 46 SCCS prerequisites 48 security device 41 Symposium TAPI SP in a Call Center environment 50 uninstalling an earli...

Page 194: ...from IVR port to ACD queue 148 unsolicited status message 130 verifiying call data networking 136 verifying call data networking iwthout NACD 145 VPS is 127 VPS is overview 132 K knowledge worker environment ACD 25 direct connect 27 feature interactions 36 illustration 27 installation 46 overview 27 L LAN call center environment 26 call center environment requirements 47 configuration 42 IVR confi...

Page 195: ... server 73 80 client domain 57 client machine 57 client machine domain 57 client user 57 client user issues 68 compatibility with Symposium TAPI SP 156 configuration 68 configuring TAPI clients 82 enabling telephony services on Microsoft Windows 2000 server 70 76 modem based applications issues 68 overview 29 remote access services RAS issues 68 remote service provider 57 server machine 57 server ...

Page 196: ...f call data to consultative call 92 initialization timeout value 92 log style 92 shutdown timeout value 92 R Remote Office support for Symposium TAPI SP 164 remote procedure call See RPC routing table configuration 43 RPC common causes of failure 67 in a typical TAPI call 66 Microsoft Windows 2000 server 66 reverse 66 trust relationships overview 66 validating configuration 67 S SCCS C LAN 26 E LA...

Page 197: ...rade 122 security features supported 163 standard multidomain configuration 60 support for MADN feature 164 support for Remote Office 164 support for Succession CSE1000 164 telephone set compatibility 154 third party application compatibility 158 upgrading 117 upgrading features 123 T TAPI browser application overview 35 TAPI client configuration 82 PCs supported 23 TAPI server domains 58 download...

Page 198: ...ting all route numbers 96 trust relationships common causes of RPC failure 67 remote procedure call 66 reverse RPCs 66 RPC behaviour in a typical TAPI call 66 validating RPC configuration 67 U upgrading adding new features 124 changing the TAPI environment 124 Symposium TAPI SP 117 W Windows NT 4 0 server Microsoft TAPI configuration 69 ...

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