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Host-Based Routing

Overview

Telephony Gateway Reference Manual

451

When multithreaded host-based routing has been enabled, the
switch server passes alerts to the host-based routing manager of
each route request. The host-based routing manager then deter-
mines whether to start and stop additional host-based routing serv-
ers to balance the call load across multiple host-based routing
servers. 

Utilizing the multithreaded HBR capabilities is recommended if there
is an chance that there will be multiple calls received at the same
time, for example, at a peak call time. The multiple servers are not
used unless call volumes dictate it and are automatically stopped as
call volumes decrease, therefore they do not take up significant addi-
tional server resources.

The following components support multithreaded host-based rout-
ing servers:

•

Maximum threads

, 

Minimum threads

, and 

Thread timeout

value

 properties to specify how many host-based routing

servers can be started, as well as when idle host-based rout-
ing servers will time out. For more information, see .

•

A SYS field, $TP.CALLID, can be used to track a unique switch-
assigned call ID. For more information, refer to the EDGE 7.11
Developer Reference Manual.

•

The host-based routing manager writes data to a log file. For
more information, see the section 

hbr#.account.log0

.

Summary of Contents for EDGE 7.11

Page 1: ...EDGE 7 11 Telephony Gateway Reference Manual ...

Page 2: ...he performance or use of these products Portrait EDGE TELEMAR TeleBusiness and EDGE SDK and all their constituent components are proprietary program product material and are the sole property of Pitney Bowes No sale reproduction or other use of this program prod uct is authorized except as granted by written agreement with an authorized officer of Pitney Bowes One Global View Troy NY 12180 The inf...

Page 3: ... their specific telephony devices and associated messages It assumes also that the audience is knowledgeable about the EDGE TELE PHONY commands supported through the use of this software prod uct If specialized telephony development is required knowledge about the EDGE programming environment is assumed For general information about EDGE refer to the EDGE 7 11 Devel oper Reference Manual ...

Page 4: ...cture Chapter 3 Setup provides information on the setup options used by all telephony gateways Chapter 4 PBX Setup provides information on the setup options used only by the PBX Gateways Chapter 5 Agent Setup provides information on agent setup Chapter 6 Dialer Setup provides information on the setup options used only by the Dialer Gateways Chapter 7 Built in Functionality describes the telephony ...

Page 5: ...ant Servers describes how to configure redun dant servers for fault tolerance and failure recovery Chapter 13 Troubleshooting describes common problems and pos sible solutions Appendix A Glossary provides a list of common computer and tele phony phrases Appendix B File Layouts contains detailed file layouts of the files associated with the EDGE Telephony Gateway Appendix C Environment Variables li...

Page 6: ...phony Gateway specific to CV LAN Appendix I Davox describes features of the EDGE Telephony Gate way specific to Davox Appendix J SER describes features of the EDGE Telephony Gateway specific to SER formerly known as EIS Appendix K Genesys describes features of the EDGE telephony Gateway specific to Genesys Appendix L Telephony Messaging Interface describes features of the EDGE Telephony Messaging ...

Page 7: ...mers only or 1 888 507 5285 international direct dial 44 800840 0001 European customers press 1 for Technical Support then 7 Web http pitneybowes com Email software support pb com Mail Pitney Bowes One Global View Troy NY 12180 For online case management go to the link http www pbin sight com support online support services The Pitney Bowes Soft ware Support Maintenance Handbook can also be found ...

Page 8: ...How to Use This Manual Telephony Gateway Reference Manual 8 ...

Page 9: ...dicate variable properties The pipe symbol indicates that one of the enclosed prop erties can be specified Braces indicate optional properties Do not include the braces In the following example of a syntax statement specify any options following the command tpserver tpserver options Dialer Gateways For the purposes of this document the term Dialer Gateway refers the following predictive dialers SE...

Page 10: ... TMI Implicit vs Explicit For the purposes of this document the term implicit refers to the execution of TELEPHONY verb commands automatically by EDGE using the built in functionality For more information see the section Built in Functionality The term explicit refers to the execution of a TELEPHONY verb com mand from a logic flow CV LAN and ASAI terminology For the purposes of this document the f...

Page 11: ...nd the DNIS specifies the telephone number dialed For the purposes of this document the terms ANI and DNIS are used to refer to the information provided by the switch for the calling number and called number If ANI and DNIS information is not avail able on your system consult your switch documentation to deter mine what information will be provided as the calling number and the called number This ...

Page 12: ...s Telephony combined with computing results in a new technology called Computer Telephony Integration CTI CTI describes a wide range of technologies that apply computer intelligence to telecom munications devices such as telephone switches predictive dialers and telephones This combination of technologies can be applied to provide solutions to business needs that could not be achieved with one of ...

Page 13: ...om a computer terminal This can consist of simple dialing known as preview dialing conferencing multiple parties onto a single call or any other function otherwise performed from the telephone itself The EDGE Telephony Gateway provides support for the following Inbound Calling Outbound Calling Blended Calling Other CTI Features ...

Page 14: ... an incoming call The EDGE Telephony Gate way works with the switch as follows 1 EDGE instructs the switch to monitor all active agents exten sions and specified ACD groups for incoming calls 2 On an incoming call the switch routes the call to a selected extension EDGE agent and notifies EDGE 3 EDGE uses the DNIS or Vector Directory Number VDN to route the agent to the first inbound screen of the ...

Page 15: ... customer data base the record for the caller can be retrieved Host Based Routing Host based routing HBR determines which agent or group of agents is to handle each inbound call This is also known as skills based rout ing An EDGE server customized by the EDGE developer determines the agent or ACD group to receive the call For more information see Chapter 9 Host Based Routing ...

Page 16: ...ne Predictive dialer telephony devices are not just automated phone dialers They typically have built in intelligence to handle pacing Pacing is the algorithm used to minimize the delay between calls for agents The predictive dialer considers in real time the number of available phone lines the number of available agents the probabil ity of getting a non connect such as a busy or no answer the res...

Page 17: ...projects which queues and in what percentages calls should be sent to be dialed The predictive dialer dials all the phone numbers sent to it by EDGE unless it has some built in screening that allows it to not dial calls that are in a particular time zone or that have a certain area code Dialed calls that are not answered or that are busy are not sent to agents but are redialed based on an algorith...

Page 18: ...ly thereby reducing inaccurate dials This typically increases productivity One common implementation of preview dialing is building a logic flow to execute a Dial command after the customer record has been retrieved so agents can be connected to customers without dialing the phone numbers themselves Additional logic flows with other telephony commands can be built to allow the agent to manipulate ...

Page 19: ...outed to agent TSR1 in the overflow queue This is the most efficient use of blended calling because it allows both inbound and outbound calling to be maximized It can be inefficient to assign agents to a predictive campaign and an inbound campaign because they would switch back and forth too frequently Predictive dialer pacing is heavily based on the number of agents in the pool if that number fre...

Page 20: ...Features The EDGE Telephony Gateway supports other features such as Agent Monitoring Conferencing Consulting Transferring Logic flows can be built to allow agents to initiate these features from EDGE For example a logic flow can be implemented to initiate a consultation with a supervisor to provide assistance on a customer call A typical use of the additional telephony gateway CTI features is the ...

Page 21: ...of the server side EDGE Telephony Gateway mod ule is discussed in this chapter Client side telephony integration e g Genesys Version 8 is achieved through Guide telephony requests and events being routed via the client executable This traffic is handed off to the specific integration on the client In client side integration there is no TPSERVER Switch Server as the integration is being done at the...

Page 22: ...ranslation layer that lies in between as shown in Figure 2 1 These layers perform the following functions The generic telephony layer supports features that are com mon among most telephony devices such as Disconnect The protocol translation layer maps the generic commands to the device specific message format The device specific layer message supports and builds the specific messages for each tel...

Page 23: ...tecture Telephony Gateway Reference Manual 23 Figure 2 1 Telephony Server Architecture EDGE Software System EDGE Generic Telephony Layer Telephony Protocol Translation Layer Telephony Device specific Message Layer ACD Dialers IVR ...

Page 24: ...re The following are the components of the server architecture Telephony Servers Shared Memory Message Queues A set of interprocess communication IPC telephony servers is used to pass messages via message queues and shared memory between EDGE and the telephony device as shown in Figure 2 2 ...

Page 25: ...rver message queue Database server message queue Database server message queue Message from Agent Message from Device Agent Client message queue Guide server message queue Switch server message queue XGUIDE Telephony Device Switch IVR Database server A member of the generic set of telephony IPC servers for the Dialer Gateways Davox the EDGEdial plug in and TMI Processes requests from the guide ser...

Page 26: ...nd database servers are termed the generic set of telephony servers Some gateways use additional servers The following telephony servers are described in this section Generic Set of Telephony Servers Guide server A member of the generic set of telephony IPC servers Processes requests from EDGE operations XGUIDE by sending messages to the telephony device Message Queues A transport mechanism for IP...

Page 27: ...of telephony servers affect them as well for example all servers are terminated when the generic set of servers is terminated The CV LAN and TMI servers are started and stopped separately Each telephony server writes the messages it is sending and receiv ing into its own log file For example when an agent executes a Dial command in a guide the message to dial a call is sent to the guide server and...

Page 28: ...or more information see the section Device A generic set of telephony servers can be optionally started with the first telephony operation for example when the first agent logs into EDGE in telephony mode The set of servers is optionally stopped when the last agent logs out of telephony mode For information on optional startup and shutdown see the section Device When a generic set of telephony ser...

Page 29: ...nformation to empty log files Change the maximum size of the telephony logs Change the destination of any fatal error message returned from the set of telephony servers Flush the telephony server client queue of redundant mes sages The tpserver command is also used by EDGE operations and tasks to start the generic set of telephony servers Note The telephony servers can only be started from EDGE op...

Page 30: ...that the set of servers uses to report critical error messages The default path is dev console D Writes the contents of shared memory to a file called tpshmemn where n corresponds with the telephony server number Only available from the command line d Displays a list of all running HBR servers and a list of the current configuration properties for exam ple the minimum number of servers and maxi mu...

Page 31: ...nt call from EDGE for example they will be unable to successfully execute a transfer or disconnect but will regain full control with the subsequent call Only available from the command line l Writes information on the current messages in the message queues and shared memory data to the guide log file Only available from the command line M size The maximum size the telephony log files should reach ...

Page 32: ...Telephony Logs t Stops all running HBR servers The minimum num ber of servers for each account are not left run ning Only available from the command line v Displays the version of the set of telephony serv ers This information may be requested by EDGE Customer Care when troubleshooting problems Only available from the command line z n Specifies which set of telephony servers to affect with another...

Page 33: ...ue The act of reading a message from the queue automatically removes the message from the queue All mes sages that are removed will be dumped in the telephony server log file called msg log CV LAN Server An additional server is used by the EDGE Telephony Gateway for CV LAN to communicate between CV LAN and the switch server This server is provided with EDGE and is installed on the CV LAN PC or if ...

Page 34: ...he data server consult the IVR Gateway Conversant VRU Plug in manual Davox Servers Three additional servers are used by the EDGE Telephony Gateway for Davox to communicate between Davox and the Generic Set of Telephony Servers These servers are provided with EDGE The Davox server processes include the following tpadmin tpun_server tpwsapi These servers are not part of the generic set of servers th...

Page 35: ...d with an IVR other than the Conversant VRU the IVR server becomes part of the generic set of telephony servers The IVR Gateway server process is tpivr_server For more information on the IVR Gateway server consult the IVR Gateway manual Secondary Database Server If enabled in the telephony device the secondary database server becomes part of the generic set of telephony servers The secondary datab...

Page 36: ...er the customer voice is transferred to the agent The secondary database server is forked from the database server when the first queue transfer is performed Because this server is forked from the database server it is also called tpdb_server but with a unique process ID There is a PORTISON file record with a record ID of Xx plus the pro cess ID formatted to fifteen 15 characters for the database ...

Page 37: ...nt is in the DIALER queue the status record is marked active so no agents can access it Typically calls are returned to EDGE from the dialer as soon as they are determined to be non connects but some dialers can be config ured to hold all calls until the close of campaign With either configu ration when the call is returned to EDGE the callset definition is used to determine what queue the call sh...

Page 38: ...REQUEUE utility go to the Browser and access ACL and enter the following command INS 1 REQUEUE When the utility finishes the calls from the DIALER queue will be in their source queues EDGEdial Server An additional server is used by the EDGE Telephony Gateway EDGE dial Plug in to communicate between the dialer and the Generic Set of Telephony Servers This server is provided with EDGE and starts and...

Page 39: ...t of servers The amount of shared memory required for EDGE telephony is calculated by EDGE based on the number of extensions and number of callsets specified in the telephony device The calculated amount is listed in the daemon log file If the amount of shared memory allocated is not large enough to accommodate EDGE requirements you may encounter problems If you have ques tions or need assistance ...

Page 40: ...erver after the telephony device responds that the agent has been successfully made unavailable Another example is the database server updates the shared memory each time a predictive dialer callset is successfully opened or closed The shared memory is allocated when the set of telephony servers start and is not dynamically reallocated This means that when a call set is opened it uses the shared m...

Page 41: ...d The afternoon shift tries to open 20 campaigns all of which are different from those used by the morning shift EDGE allows only 10 of these to be opened because there is only shared memory left for 10 campaigns In this case you can use the tpserver command to stop then start the serv ers before the afternoon shift begins work If the afternoon shift used the same 20 campaigns as the morning shift...

Page 42: ...de server Database server queue Holds messages received from the switch server and the guide server for the database server Switch server queue Holds messages received from the telephony device for the switch server Client queue Holds messages received from the switch server and the database server for the XGUIDE Data server queue Holds messages received from the VRU data server for the switch ser...

Page 43: ...l number that indicates which mes sage queue it is Message queue IDs are similar to the following where 001 is the telephony server number in hexadecimal notation Figure 2 4 shows how the guide server message queue ID is con structed for a telephony server number 555 Guide server queue aba00121 Database server queue aba00122 Switch server queue aba00123 Client queue aba00125 Data server queue aba0...

Page 44: ...he shared memory The following describes the process of sending a message from an agent in a guide to the telephony including all the servers message queues and shared memory involved 1 As Figure 2 2 shows messages from agents are sent by the XGUIDE process via the guide server message queue to the guide server The guide server processes the messages and determines if data is required from the EDG...

Page 45: ... message queue to the telephony device 3 After processing the messages from the guide server the tele phony device may send a response to each message to the switch server The switch server determines if EDGE database information is required to complete the response 4 If so the same message is sent via the database server message queue to the database server The database server retrieves it proces...

Page 46: ...d in the respective appendix An overview of all setup steps for both PBX Gateways and Dialer Gateways is presented in this chapter The steps that are common to both gateway types are discussed in this chapter other setup topics are discussed in the chapters specified in the section Telephony Setup Steps This chapter discusses how to set up EDGE to work with any gateway and includes the following T...

Page 47: ... for each agent by associating each agent with an extension a telephony device and any other applicable information such as an available mode This can be set in EDGE Developer EDGE client or when the agent is logging in For more information see Chapter 5 Agent Setup If using a PBX Gateway the following setup steps may be required Associate projects with project codes using the Coded Project comman...

Page 48: ... by the dialer For more information see the section Dialer Status This is an optional step Create the layout for any additional data to be sent with calls to the dialer from the Transfer tab sheet See the section Transfer This is an optional step If using an NT system with a connection to the telephony gateway that does not use TCP IP sockets set the specialBreakCode option in the connOptions sect...

Page 49: ...zation password requires verification of your license which may take four to six business hours The authorization password once you receive it is only valid for a limited time approx imately 15 minutes therefore it should be used immediately To determine if the EDGE Telephony Gateway is already enabled enter the following at ACL LSREC TPHNY_INTF This displays a list of enabled telephony modules To...

Page 50: ...ontact Server module_enable ASPECT CS CallPath Avaya Definity module_enable CALLPATH ATT CallPath Northern Telecom Meridian module_enable CALLPATH NTI CallPath ROLM module_enable CALLPATH ROLM CV LAN module_enable ASAI Davox module_enable DAVOX Davox external call table module_enable DAVOX NODRF Davox no callset administration module_enable DAVOX NOADMIN EDGEdial module_enable EDGEDIAL EIS Dialer ...

Page 51: ...r Telephony is selected for their user ID Note The EIS dialer is also know as SER Adding the TELEPHONY Verb After the applicable telephony gateway has been enabled all work stations that have already installed EDGE Developer for Windows need to manually add the TELEPHONY verb To add the TELEPHONY verb to the list of verbs in EDGE Developer for Windows use the fol lowing procedure 1 Check the folde...

Page 52: ...elephony Gateway Reference Manual 52 4 Go to either the guide area in a project or the task area 5 Add or modify a task or logic EDGE Developer for Windows will first reload the verbs from the server The TELEPHONY verb loads at this time ...

Page 53: ...ny Gateway Reference Manual 53 EDGE Telephony Area The EDGE Telephony area contains a set of system level commands that allow you to set up the EDGE Telephony Gateway To display the Telephony options select the following Telephony Area ...

Page 54: ...bound calls This property is only used with the PBX Gateways and TMI Device Specifies the properties for telephony devices Dialer Status Maps status codes returned by unsuccessful predic tive dialer calls to EDGE equivalents This property is only used with the Dialer Gateways and EDGEdial Options Allows for specification in two areas Host based router informa tion Displays the name of the host bas...

Page 55: ...uration Specifies the types of telephony to be used This causes the Auto Dial or Auto Receive buttons to be enabled on the EDGE client Call Center screen Transfer Specifies data to be transferred to the predictive dialer This property is only used with the Dialer Gateways ...

Page 56: ... Gateway Reference Manual 56 Device To configure a telephony device select the following Telephony area Device tab The Device tab contains the Update Telephony Servers button which issues the Update Telephony Servers command ...

Page 57: ...of the logs before rolling often used to decrease the size of the log files when disk space is low To update the servers select the following Telephony area Device Update Telephony Servers command Note The options specified in the telephony device are not updated For example if the list of ACD ports to monitor is changed this command does not update the servers with the new ports The servers must ...

Page 58: ...Setup Device Telephony Gateway Reference Manual 58 General Tab The General tab is similar to the following ...

Page 59: ...ddress of the telephony device This is the address of the machine with which the EDGE Telephony Gateway communicates For CV LAN with a CV LAN PC specify the internet address otherwise if the CV LAN system is config ured with a BRI card specify the address of the machine containing the card For CallPath or Remote CallPath specify the host name or IP address of the system on which the CallPath softw...

Page 60: ...specify the telephony Device Aspect on that tab and ENTER the screen will redraw with the Internet address Hostname property replaced with the Callcenter address property This property is only used with the Aspect Gateway Input paths TCP ports The input TCP port for socket communication between the set of telephony servers and the gate way This port should be defined in the etc ser vices file to p...

Page 61: ...y servers and the tpun_server It is recommended this be set to 8200 This value must match the value set in the environment variable UN_DEFAULT in tp2un script The input and output ports are typically the same For TMI this is the port used to communicate between the generic set of telephony servers and the TMI server For AvayaPC this is the port of the Pro active Con tact server which is 22700 by d...

Page 62: ...ust have a unique input and output path set to match the value in each tp2un program For TMI if using one socket communication this should be left blank Maximum retries The number of times to attempt to initiate a con nection between the set of telephony servers and telephony device The default is 99 attempts Delay between retries The number of seconds to wait between attempts when establishing a ...

Page 63: ... another for mat recognized by OpenSSL Authenticate cli ent When checked the client certificate speicifed here will be provided to the remote host if requested for authentication This file must be in PEM format or another format recognized by OpenSSL Key passphrase If the client certificate requires a password to be opened it may be specified here Please note that the passphrase here is obscured i...

Page 64: ...if Auto shutdown is specified Note It is recommened that you should not use this option with the EIS Gateway At the end of a campaign the EIS Gateway nor mally returns records to EDGE However if EDGE telephony servers shut down while the EIS Gateway is returning records the gateway holds the records For example EDGE telephony servers normally shut down after the last agent logs off the system Afte...

Page 65: ...r session Shared memory is allocated for the num ber of extensions specified here at the time the generic set of telephony servers starts and is not released until the servers are stopped It is recom mended this be set at least 20 higher than the maximum number of agents expected to use EDGE in telephony mode The default is the number of EDGE licenses multiplied by two Maximum logfile size The max...

Page 66: ...elephony Gateway Reference Manual 66 For information on this tab see the Comverse Reference Manual Connection Tab The Connection tab specifies additional properties for the connec tion of EDGE to the telephony device ...

Page 67: ...Setup Device Telephony Gateway Reference Manual 67 Properties ACT properties Only used with the ACT gateway Retained for backward compatibility ...

Page 68: ...0 and 300 It is recommended this value be set between 60 and 90 seconds If it is set too low there may be unnecessary communication messages sent which can cause a problem in environments where mes sage traffic is substantial If the heartbeat rate is set too high the servers may not detect a communica tion failure in a timely manner This property is only supported with the CallPath CV LAN Davox an...

Page 69: ... with TMI Aspect CCT fields These properties relate to the Aspect and Aspect Contact Server gateway only For more information on these fields see Appendix D and Appendix E ANI field The name of the field used to provide ANI information dur ing a call The default is DATA_A This property is required when using Aspect if Event Bridge is not used may also be used with Aspect and Aspect Contact Server ...

Page 70: ...st based routing Switch ID The Rockwell switch ID which identifies the associ ated switch enabling EDGE to create unique file names for data passed between switches The pos sible values are 0 255 This property is only used with the Rockwell Gateway Application name Only used with the Genesys gateway Application pass word Only used with the Genesys gateway Max miscella neous data length The maximum...

Page 71: ...ecifies additional properties for the tele phony device Make agent unavailable on cancel If checked the agent is placed in Unavailable mode when the Cancel button is selected on the Auto Receive screen otherwise the agent is logged out of all ACD queues and off the switch Properties continued ...

Page 72: ...ty is only used with the Dialer Gateways and EDGEdial Maximum num ber of queues Not currently supported Remote Agent RNA time rings The number of rings to dial before it is determined that the remote agent is RNA If left blank the switch dialer default is used usually four rings This property is currently used with the SER gateway only Remote Agent Detection Type The type of call classification to...

Page 73: ...d This property is only used with the Dialer Gateways and EDGEdial ACD groups to monitor The default ACD groups to be monitored for all agents These groups are not used to login agents just for monitoring purposes Groups are monitored immediately following the start of the telephony servers For gateways that support collected digits specify the VDN that prompts for the collected digits and or the ...

Page 74: ...on the phone plus the following metacharacters indicating whether the agent s ACD group agent s extension or both must be dialed E Specifies the agent s extension G Specifies the agent s ACD groups EG Specifies the agent s extension and ACD groups Typically if using EAS the metacharacter G is used remember to specify the agent logon sequence in the Callset group number property for each agent s us...

Page 75: ... agent s extension or both must be dialed E Specifies the agent s extension G Specifies the agent s ACD groups EG Specifies the agent s extension and ACD groups This property is only used with the CV LAN Gateway Auxiliary work sequence If using EAS with CV LAN the sequence to exe cute on the agent s phone when the TELEPHONY verb Make Agent Unavailable command is used with the work mode Auxiliary T...

Page 76: ...r both must be dialed E Specifies the agent s extension G Specifies the agent s ACD groups EG Specifies the agent s extension and ACD groups This property is only used with the CV LAN Gateway Available auto in mode If using EAS with CV LAN the sequence to exe cute on the agent s phone when the TELEPHONY verb Make Agent Available command is used with the work mode Inbound Implicit Available manual ...

Page 77: ... the EIS Gateway Run REQUEUE pro gram Specifies whether to automatically run the REQUEUE Utility to return dialer calls to their source queue when the set of telephony servers terminates If checked the REQUEUE program runs This property is only used with the Dialer Gateways and EDGEdial Enable secondary database server Specifies whether to use the secondary database server feature For more informa...

Page 78: ...abled and the Prepend digits prop erty is also enabled the prepend digits functionality does not occur for the phone numbers whose area codes are stripped Therefore if you need to dial a local long distance phone number of 16226200 as opposed to 19496226200 another method must be used This property is currently only used with the EDGE dial Plug in Prepend digits Specifies whether to prepend digits...

Page 79: ...in to dial long distance calls setting this property is recommended Note A different prepend value can be set in EDGE Developer for each country called This property is currently only used with the EDGE dial Plug in Key field The primary data field to include with all call noti fications This property us used with Avaya PC only Data fields Additional data fields that may be included with all call ...

Page 80: ...Setup Device Telephony Gateway Reference Manual 80 Davox Tab The Davox tab is used to enter the Davox setup information This tab is only used with the Davox Gateway ...

Page 81: ...he call table with new records For Davox using External Campaign Adminis tration this property is not used This should be set to 4250 Disposition codes Defines the Davox disposition codes also called Termination Codes The codes must be defined on the Davox system as well EDGE does not validate that the codes entered match the Davox codes Once entered here these codes can be used to specify the ava...

Page 82: ...lect the code to modify type a new name or change the descrip tion then select the Replace but ton If changing the code name the description must be reentered Descrip tion The description of the disposition code If a description is not speci fied the code ID is used The description is displayed in EDGE Developer when defining the Davox available mode for a user or in Station setup TCP port The por...

Page 83: ...r the agent when the agent exits logs out of telephony mode by exiting the Project Selection screen or cancels from Auto Dial can be one of the following Force The agent is immediately logged off even if calls are pending for the agent This value is the default Normal The agent is logged off when released by the dialer The dialer may require the agent to take one or more additional calls to preven...

Page 84: ...for the wsapi server one per agent To allow for unexpectedly high numbers of users it is recommended this be set at least 20 higher than the maximum number of agents expected to use EDGE with the Davox Gateway Maximum delay The number of seconds to wait between attempts when establishing the following Connection between the tpadmin server and the tpun_server Connection between the tpwsapi server a...

Page 85: ... server and the tpun_server Connection between the tpadmin and tpwsapi servers and the Davox system The default is 100 attempts Unison Internet address Host name The IP address or host name of the Davox Uni son system Wsapi link TCP port The port used to communicate with the Wsapi link The Wsapi link is used for agent call con trol for example transferring a call This should be set to 7001 Propert...

Page 86: ...R Host Based Routing Tab The HBR tab specifies additional properties for configuring the host based router and data server options for a telephony device This tab is not supported with the Dialer Gateways This tab is not sup ported with the Davox Gateway ...

Page 87: ...as been modi fied If the file has been modified EDGE clears the current ISDNINDEX file from memory loads the updated file and restarts the host based router server that is han dling the call HBR default account The name of the project whose Host Based Routing Server is to be used if there is no server created for the project associated with the DNIS of an inbound call Enable multi threading If che...

Page 88: ...hreads The minimum number of HBR serv ers that should be started for an EDGE account this number of serv ers is started when the first call is routed to that EDGE account As the HBR servers timeout and terminate the minimum number of servers will remain The default is 1 Thread time out value The number of seconds an HBR server can be idle before it termi nates The default is 0 This indicates the t...

Page 89: ...ically this list consists of the DNIS values associated with the vector instructions that route the calls for host based routing or that convert DTMF tones to col lected digits The VDN list box only accepts numeric VDNs and rejects duplicate VDNs If you enter a duplicate num ber the list box refreshes and highlights the number already in the list In addition the list box displays VDNs in ascending...

Page 90: ...Telephony Gateway Reference Manual 90 IVR Tab The IVR tab specifies properties for configuring the IVR Gateway optional module for a telephony device For information on this tab see the IVR Gateway Reference Manual ...

Page 91: ...Setup Device Telephony Gateway Reference Manual 91 Reporting Tab The Reporting tab allows you to select where log messages are writ ten ...

Page 92: ...Gateway Logging Options Allows the developer to select whether each type of message returned for the set of telephony servers is logged and if so where to log the message All proper ties in this group box can be set to one of the following C tree and unix files Messages are logged to the Telephony Logs and the TPLOG file C tree file Messages are logged to the TPLOG file Do not log Messages are not...

Page 93: ...ation or other errors Generic function Entries related to the generic level of the EDGE Software Architecture This includes messages for monitoring extensions initializing communica tion and other messages that are shared among all types of telephony Native mes sage Entries related to sending a message to the switch dialer formatted in the syn tax of the gateway using the TELE PHONY Native command...

Page 94: ...tries related to alarms or signals received Trace call Entries related to calls that are con nected to operators or dropped before connecting This allows for callers who disconnect for example while on hold waiting for an agent to be called back This property is only used with the CV LAN Gateway Note Only calls on monitored extensions are logged Typically this means that if a caller disconnects be...

Page 95: ...5 EDGEdial Tab The EDGEdial Tab is used to enter EDGEdial dialer algorithm and PBX interface setup information Note The data shown in the screen capture is an example of settings for EDGEdial for CV LAN This tab is only used with the EDGEdial Plug In ...

Page 96: ... the Agent ext field Record ID field and Trunk ID field properties must each be unique It is recommended DATA_D be used For more information on data fields see Table D 1 This property is only used with EDGEdial for Aspect and Aspect Contact Server CTI Displays which PBX gateway is used for the device This is the gateway specified when enabling EDGEdial Display only Dialer Displays the dialer algor...

Page 97: ... cation between the telephony servers and the PBX Gateway The recommended value is 6502 Dialer Output paths TCP ports Not currently supported Dialer internet address Host name The internet address or hostname of the dialer Maximum delay The number of seconds to wait between attempts when establishing a connection between the set of telephony servers and the dialer The recommended value is 5 second...

Page 98: ...unk group used for calls in the Select trunk step For more information see the section Aspect Application Bridge Configuration for EDGEdial The CCTs can be specified either in the device or callset setup For CV LAN trunk groups are the Trunk Access Codes used Each trunk group uses one trunk access code The trunk access codes can be specified either in the device or callset setup Maximum trunk line...

Page 99: ...D field properties must each be unique For more information on data fields see Table D 1 This property is only used with EDGEdial for Aspect and Aspect Contact Server Trunk access code Contains different values depending on the gateway used with EDGEdial For Aspect this property contains the default CCTs used to process predictive outbound calls If a CCT is not specified in the Trunk Access Code p...

Page 100: ...trunk ID from EDGE to Aspect The trunk ID contains the shared memory index for the trunk used internally in EDGE processing can be one of the following DATA_A DATA_B DATA_C DATA_D DATA_E The values specified for the Agent ext field Record ID field and Trunk ID field properties must each be unique It is recommended DATA_B be used For more information on data fields see Table D 1 This property is on...

Page 101: ...s for a telephony device For more information on tele phony events and this tab see Chapter 10 Telephony Events For CV LAN specify the vector directory number VDN to be used by the dialer For information on how the vectors must be defined see the section Cre ate and Define Vector This property is only used for EDGEdial for CV LAN Properties continued ...

Page 102: ... has the following commands Configuration Host Based Router Information Configuration The Configuration command activates the EDGE Telephony Gateway for a specific project To view or modify the configuration select the following Telephony area Options tab Configuration command ...

Page 103: ... specific project has been defined for the agent or not This makes maintenance easier For infor mation on defining operator access see the EDGE 7 11 Developer Refer ence Manual Select project based on Specifies whether the DNIS value VDN value or the two in sequence are used to map inbound calls to projects can be one of the following DNIS The project is selected based on the DNIS value returned b...

Page 104: ... project EDGE routes to the correct project based on the value defined on the Coded Project tab For more informa tion see the section Coded Project This property is only used with the PBX Gateways and TMI Use telephony automatic out bound feature If checked activates predictive dialing sets internal EDGE settings for proper call control with predic tive dialing and activates the Auto Dial button o...

Page 105: ...election If checked activates the Coded Project button on the Project Selection screen or if using ASCII oper ations the F3 key on MAIN When this is checked the following property is enabled Route to GEO Proj ect Selec tion at end of guide If checked at the end of a call after going to END the agent is routed to the Project Selection screen instead of to the Call Center screen For infor mation on ...

Page 106: ...d ing is used both Use telephony automatic inbound feature and Use telephony automatic outbound feature should be checked Host Based Router Information The Host Based Router Information command displays information regarding the host based router for each project that uses this feature To view the information select the following Telephony area Options tab Host based router information command A p...

Page 107: ...ptions Telephony Gateway Reference Manual 107 This command is only used with the PBX Gateways and TMI For information on defining a host based router for a project see the section Setting Up Host Based Routing ...

Page 108: ...ay Reference Manual 108 4 PBX Setup Overview AIT EDGEdial Plug In Aspect Aspect CS CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI ...

Page 109: ...s you can perform the following Coded Project Note If your guide does not use automatic inbound telephony but instead uses the TELEPHONY Verb to duplicate this functionality no coded project selections are needed Since you are already in a guide when using the TELEPHONY verb there is no need to route to a project ...

Page 110: ...n route a call to an ACD or play a message for a caller When an incoming call is received the DNIS or VDN is referenced against the defined coded project selections and the agent is routed to the associated project A DNIS or VDN can be mapped to exactly one project To select whether the DNIS VDN or both are used to map inbound calls to projects use the configuration command on the Options tab The ...

Page 111: ...en Dialer Message INERR if using ASCII operations This may cause problems because an implicit Stop Automated Telephony command occurs when the agent is routed to Dialer Message The Stop Automated Telephony command can cause the call to be dropped Therefore it is strongly recommended that a DEFAULT record be created Setup The Coded Project tab is used to correlate projects with DNIS or VDN values T...

Page 112: ...example TEST STUDY is a valid code Codes are case sensitive For example the system considers REBATE and rebate as different codes The DNIS number that is received by EDGE may not be the entire phone number that was dialed Some tele phony APIs truncate this to the last four digits or trans late it to some other number defined on the API For more information on determining the DNIS used see your gat...

Page 113: ...PBX Setup Coded Project Telephony Gateway Reference Manual 113 The records set up using this feature are stored in the file ISDNINDEX For the file layout of the ISDNINDEX file see Appendix B ...

Page 114: ... 114 5 Agent Setup Overview To use the EDGE Telephony Gateway a workstation ID must be setup for each agent This section describes the following Precedence of Workstation ID Settings Workstation ID Properties Setting the Workstation ID ...

Page 115: ...defined at a workstation specifying an inbound extension of 1000 When the agent logs in to EDGE Client the exten sion 1500 is specified The extension 1500 specified in the worksta tion ID field on the login screen overrides the extension of 1000 since the login screen has a higher precedence The EDGE Telephony Gate way uses the following precedence order to determine workstation ID settings 1 TELE...

Page 116: ...lPath the ID used to uniquely identify this agent on the switch Specify an alias for each ACD group separating each with a colon or specify one alias to be used by all ACD groups With CallPath this data is passed in the message STLINVK when the activity is STL_AGENT_LOGON Typically this ID is used in place of the inbound extension to log the agent into the assigned ACD groups providing a method of...

Page 117: ...f using EAS and not using a logon sequence specify the EAS skill set ID also termed the agent ID Typically with EAS it is recommended to login in this manner The skill set ID is also specified in the Call set group number property these two properties should contain identical infor mation Note If no value is specified and a logon sequence is not used the agent s extension is automatically sent wit...

Page 118: ...default mode for Rockwell agents The CallWork Off and Call Work On options can also be speci fied for additional control CallWork Off Turns off CallWork for Rockwell The agent is only in available mode CallWork On Places agents in CallWork mode in addition to available mode for Rock well Inbound Explicit Places the agent in manual inbound mode In this mode after the first call is finished the agen...

Page 119: ...d mode The switch automat ically makes the agent available for the next call when the previous call is disconnected Inbound Implicit is only used in applications where the agent can receive a new call while still complet ing the guide for the old call Because the agent may receive a call when they are not on Auto Receive they may receive a call without the corresponding screen pop Predictive Outbo...

Page 120: ...ateway Callset group number The callset Dialers or ACD groups PBXs to which the agent is assigned To specify multiple ACD groups separate them with colons When specifying an ACD queue typically the directory number of the queue is used Except for the Davox Gateway agents can be assigned to only one callset For Davox to specify multiple callsets separate them with colons For CV LAN using EAS on a A...

Page 121: ...ndary group can be specified separate the primary and secondary group numbers with a colon This property is not used with the Aspect or Aspect Con tact Server Gateway Channel num ber This property is only used with Comverse For informa tion see the Comverse documentation Equipment type The equipment type being used can be one of the following Aspect teleset I Specifies that a teleset phone is bein...

Page 122: ...ed with a North ern Telecom switch If not specified the inbound extension is used For the EIS SER telephony module the outbound exten tion parameter is used to dial a remote agent See the section Remote Agents for additional information This property is not used with the Aspect or Aspect Con tact Server Gateway Recording device This property is only used with Comverse For informa tion see the Comv...

Page 123: ...gin ID The extension number associated with the agent for login to the switch For Aspect this should be a five byte numeric value This property is only used with the Aspect Aspect Con tact Server Davox and Genesys gateways the AIT EDGEdial Plug in and TMI Switch login password The password associated with the agent s extension for login to the switch For Aspect this should be a nine byte alphanume...

Page 124: ...time tracked as call related work and non call related work The possible values vary depending on the gateway for each gateway s modes see Table 5 1 Auxiliary Work The agent is doing work that is not related to the call just completed but is doing other work The agent is unavailable for calls CallWork Off For Rockwell turns off CallWork The agent is only in unavailable mode To logoff the switch th...

Page 125: ...nd an agent issues the Make Agent Unavailable command an EDGE error 1999 is returned in the status code field indicating that EDGE is waiting for Davox to return an OBRK message before the agent is actually unavailable Priority 0 Releases the agent only if no predial is in progress If a predial has begun or the agent is waiting to take a call the dialer may send another call to the agent in order ...

Page 126: ...ng for a call without regard to the impact on dial ing algorithms This allows the possi bility of an abandoned call Priority 2 Releases the agent immediately ter minates any live in progress call Start Wrapup The agent is doing work related to the call just completed but is no lon ger on the phone The agent is unavailable for calls This mode is also referred to as After Call Mode Unavailable The d...

Page 127: ...k On Inbound Explicit Inbound Implicit Predictive Outbound Ready Auxiliary Work CallWork Off CallWork On Force Make Busy Normal Priority 0 Priority 1 Priority 2 Start Wrapup Unavailable AIT EDGEdial Plug in D D Aspect D D Aspect Contact Server D D CallPath Avaya Definity D CallPath Nortel D D CallPath ROLM D D CV LAN D Davox D Davox ext call table D Davox w out admin D Genesys Avaya Definity D ...

Page 128: ...MI server developer for more information see the message F The letter D specifies the default mode A checkmark specifies a supported mode Table 5 1 Available and Unavailable Modes by Gateway continued Available Modes Unavailable Modes Available CallWork Off CallWork On Inbound Explicit Inbound Implicit Predictive Outbound Ready Auxiliary Work CallWork Off CallWork On Force Make Busy Normal Priorit...

Page 129: ...ommand For example assume an agent s callset is set to DIAL1 in the EDGE Developer user ID setup Then callset DIAL2 is used in the TELEPHONY verb Make Agent Available If the next command issued is Open Campaign and does not specify a callset the default DIAL1 from the workstation ID is used Therefore if setting the workstation ID properties using the TELEPHONY verb it is recommend that they be set...

Page 130: ...Workstation ID Property SYS Field Alias TP ALTNAME Agent type TP AGENTTYPE Available mode TP AVAIL Callset group number TP ACDGRP Channel number RECORDING CHANNEL Equipment type TP SETTYPE Inbound extension TP INEXT Information groups TP SWINFGROUP Outbound extension TP OUTEXT Recording device RECORDING DEVICE Sign in number TP SWNUM Supervisor sign in number TP SWSUPNUM Switch login ID TP SWLOGIN...

Page 131: ... ID property description The workstation ID properties should be specified in the following order with each property separated by commas if you do not want to set a property enter a comma to hold the place 1 Inbound extension 2 Outbound extension 3 Callset group number 4 Telephony device 5 Alias 6 Available mode 7 Unavailable mode Telephony device TP DEVICE Unavailable mode TP UNAVAIL Table 5 2 Wo...

Page 132: ... example the following might be specified on the login screen 4001 02 11 CALLPATH JOHNDOE In this example the inbound extension is 4001 no outbound exten sion is specified the agent is assigned to the ACD groups 02 and 11 the agent is using the telephony device CALLPATH and the agent s alias is JOHNDOE EDGE Client Station Setup The workstation ID can be set in the EDGE client station setup win dow...

Page 133: ...ies vary based on the specified gateway To access the workstation setup window click the Station button on the EDGE Client login screen The Station button is enabled when allowWkSetup in the settings area of the EDGEO INI file is set to Y For more information on the EDGEO INI file see the EDGE Client Ref erence Manual When the Station button is clicked a dialog box similar to the follow ing is dis...

Page 134: ...ion setup option Multiple devices might specify different options for the station Close Closes the workstation setup without saving the set tings Default Device The device specified as the default for the workstation using the command button Set as default Duplicate Not currently supported Edit Edits the device settings For more information see the section Edit Workstation ...

Page 135: ...nd on the Workstation Setup dia log box a dialog box similar to the one below is displayed The prop erties that can be set for your device are enabled and those that cannot are grayed Remove Removes the device from the display Set as default Saves the settings to the EDGEO INI file and to the cur rent workspace these settings will affect all EDGE Client sessions using this EDGEO INI file When set ...

Page 136: ...set in the userWorkstation option in the EDGEO INI file settings section for each workstation The properties are specified in the order indicated for the EDGE Client Login Screen The EDGEO INI option loginAtStartup Y must also be specified Properties These properties are defined in the section Workstation ID Prop erties ...

Page 137: ... Developer for each user These properties are used each time the agent logs into EDGE Client The Inbound extension and Outbound extension can not be specified as part of the User ID Note If none of the options are selected in the Telephony area Config uration command the telephony properties set in the User area are not used The workstation ID properties must be set using another method The User D...

Page 138: ...Workstation ID Telephony Gateway Reference Manual 138 For more information on user IDs see the EDGE 7 11 Developer Ref erence Manual Ports Tab EDGE Developer Properties These properties are defined in Workstation ID Properties ...

Page 139: ... the Ports tab in the Server area Specify the workstation ID in the same manner described for the EDGE Client Login Screen This is only use ful if the same workstation always has the same port number typi cally true with serially connected stations For more information on defining the port setup see the EDGE 7 11 Developer Reference Manual ...

Page 140: ...en needed the agent remote number will be dialed and the agent must usually say hello before being made available to make or receive calls The agent remains on hook throughout the duration of their logon session and will automatically be disconnected when they log out To use remote agent the number that the dialer should call should be specified in the Outbound extension property of the Workstatio...

Page 141: ...teway Reference Manual 141 value allowed by the switch should work the EDGE user ID could be used for example However this value must not be the same as the Outbound extension otherwise EDGE will assume a nor mal telephony login is desired ...

Page 142: ...y Reference Manual 142 6 Dialer Setup Overview AIT EDGEdial Plug In Aspect Aspect CS CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI ...

Page 143: ... Setup Overview Telephony Gateway Reference Manual 143 After setting up the device and workstation IDs for the dialer gate ways you can perform the following DIALER Queue Setup Callsets Dialer Status Transfer ...

Page 144: ...matically places the calls into the DIALER queue For information on queue transfers see the Qtrans command and Queues chapter in the EDGE 7 11 Developer Reference Manual The DIALER queue is created for each project when the project is cre ated regardless of whether telephony is enabled at that time or not If your project does not have a DIALER queue for example if upgrad ing a project from a pre 3...

Page 145: ...Dialer Setup DIALER Queue Setup Telephony Gateway Reference Manual 145 For information on defining queues see the EDGE 7 11 Developer Reference Manual ...

Page 146: ...are In the Workstation ID property on the EDGE login screen For more information see the section EDGE Client Login Screen In the EDGE Client Station setup For more information see the section EDGE Client Station Setup In the Callset property in the User Definition Setup For more information see the section Users Tab EDGE Developer In the Station name property in the Port Setup For more information...

Page 147: ...et the longer the agents will wait after completing one call before receiving the next Common ways of organizing calls into callsets are One callset per project agents are assigned to one particular callset This is commonly used for large outbound projects since the callset contains queues from a single project A callset for all projects all agents are assigned to this callset This is commonly use...

Page 148: ... multiple projects One callset per agent This is not commonly used since the callset contains only the queues for one agent Each callset may contain queues from a single project or multiple projects Note Using one callset per agent is strongly discouraged because it is very inefficient from a dialer standpoint In the example in Figure 6 1 callset 1 includes queues A and B call set 2 includes queue...

Page 149: ...properties are sent immediately to the generic set of telephony servers If you select No the dialer is not updated with the new callset properties until the campaign is closed and reopened or the TELEPHONY commands Set Campaign Parameters and Update Dialer with Callset are executed Queue A Queue B Queue C Queue D Queue E Callset 1 Callset 2 Callset 3 Dialer Campaign 1 Dialer Campaign 2 Dialer Camp...

Page 150: ...sent to the dialer each time a call does not result in a connection However EDGE must know that the call did not connect For the telephony device interface this means the callset must be configured to return all non connects to EDGE Note For EIS if using alternate phone numbers do not set the No con nects property in the Callset area on the EIS 1 tab to the type Return to Host at Close do not mark...

Page 151: ...NE field is a multival ued field that contains the original phone number that is also in the STATUS field TELNO as the first value and each alternate phone number as subsequent values The phone numbers in the field ALT PHONE are referred to as the phone list Note The ALTPHONE field must include all phone numbers for the cus tomer The alternate phone number selection feature tracks the current phon...

Page 152: ...er Se lection If the call event with the original phone number is returned as a non connect the following occurs TELNO Contains the phone number from the phone list that is currently at the dialer This phone number corre sponds with the multivalue position in the phone list ALTPHONE field specified by the ALTINDEX field START_INDEX Contains the multivalue position of the phone num ber in the phone...

Page 153: ...hone number in the phone list to the TELNO field sets the alternate index to 2 and transfers the call to the queue spec ified by the status code for that non connect cause or if none is spec ified the default destination queue for that source queue in the callset The scheduled date SCHED DATE and scheduled time SCHED TIME are set from the values specified in the callback delay or the default callb...

Page 154: ...part of the callset definition the call is not returned to the dialer For information on setting the destination queue see the section Default Dest Queue For infor mation on including queues in the callset see the section Queues If this dial results in a connect the phone number remains in the TELNO field of the STATUS file and the call is transferred to an agent If the call is returned to EDGE as...

Page 155: ...allsets Telephony Gateway Reference Manual 155 If the campaign is closed before the telephone numbers cycle back to the original phone number whichever alternate phone number was last used remains in the TELNO field ...

Page 156: ...phone number in the phone list is moved to the TELNO field Call is transferred to the Des tination Queue The sched uled date and time are set The phone number does not change Call is transferred at the time sched uled if the queue is part of the call set Call is transferred at the time sched uled if the queue is part of the call set Call Sent to Dialer Call Sent to Agent The next phone number in t...

Page 157: ...allsets Telephony Gateway Reference Manual 157 Enhanced Alter nate Phone Num ber Selection The actions that occur using enhanced alternate phone number selection are shown in Figure 6 3 and described in this section ...

Page 158: ...r in the list to the TELNO field and incre ment ALTINDEX Move the phone num ber specified by the starting index to the TELNO field Set the scheduled time from Callback Delay and transfer the call to the specified Destination Queue Call Sent to Dialer Call Sent to Agent Dial at the scheduled time Starting Index No Redial or Allow EDGE to schedule Last Num ber Connect Non connect Redial Immediately ...

Page 159: ...g index of one is used identical to Regular Alternate Phone Number Selection Note If the starting index is invalid for example there are 3 phone numbers in the phone list and 4 is specified as the starting index the call event is not transferred to the dialer When the starting index is determined the starting index is copied in the ALT_INDEX field the phone number corresponding with the starting i...

Page 160: ...number no wrap Sends each alternate phone number as follows Increments the alternate index by one transfer ring the associated phone number until the end of the phone list is reached Regardless of the position of the starting number in the list only those phone numbers following the starting num ber are sent to the dialer For information on what occurs when the numbers have all been dialed see the...

Page 161: ...the same for regular and enhanced processing The differences are noted Use previous level value Specifies to use the value for Which alternate number that is specified in the previous prece dence level that is callset level or queue level For more information see Precedence of Settings Allow EDGE to reschedule Specifies that EDGE reschedules the call for the alter nate telephone number This uses t...

Page 162: ... no difference between this option and the Allow EDGE to reschedule option Regular processing The call is rescheduled using the reg ular queue callback scheduling but the starting phone number is redi aled not an alternate phone num ber Redial immedi ately Specifies that EDGE immediately transfers the call event with the alternate phone number to the dialer ...

Page 163: ...ing phone number is reached With this option all alternate phone num bers are attempted For information on what occurs when all numbers have been dialed see the section Ending Alternate Phone Number Processing For example if the starting index is 3 and there are a total of 6 phone numbers in the alternate phone number field with this option the phone numbers 3 through 6 then numbers 1 and 2 are se...

Page 164: ...e phone number is copied into the TELNO field If any dial results in a connect the phone number remains in the TELNO field of the STATUS file and the call is transferred to an agent Ending Alternate Phone Number Processing Enhanced Alternate Phone Number processing stops once all dialed numbers in the phone list result in non connects as determined by the Which alternate phone number property if b...

Page 165: ...ccur The starting phone number is written to the TELNO field The ALTINDEX field is reset to the starting index The destination queue that would have been appropriate for example the destination queue for the non connect status code that was last returned is written to the STATUS file field DEST_QUEUE This allows the calls in the end queue to be sorted by the final non connect status code such as a...

Page 166: ...his section describes the following tabs Admin Davox Davox2 EIS 1 EIS 2 Intervoice 1 This tab is no longer supported it is retained for backward compatibility Intervoice 2 This tab is no longer supported it is retained for backward compatibility ITC This tab is no longer supported it is retained for back ward compatibility Projects Queues EDGEdial CTI EDGEdial Dialer ...

Page 167: ...Dialer Setup Callset Area Telephony Gateway Reference Manual 167 Note Callset names can include underscores Admin The Admin tab is used to specify the components of a callset ...

Page 168: ...Dialer Setup Callset Area Telephony Gateway Reference Manual 168 Properties AlternatePhone Number Group box defines alternate phone number proper ties See page 178 ...

Page 169: ... limit The number of minutes ahead of the current time to consider when selecting scheduled callbacks to send to the dialer Only used with time ordered queues For example if a call is scheduled for 2 PM and the callback time limit is set to 15 minutes it is trans ferred to the dialer no earlier than 1 45 PM Callset mix type Specifies how the call events sent to the dialer are selected can be one o...

Page 170: ...randomized and the process repeats For the best results the percentages assigned to the callset queues should add up to 100 However EDGE actually sends the calls in five call packets with one packet coming from one queue If the queue has no calls EDGE gener ates an empty packet and sends it to the dialer This type of call transfer allows the most randomization however it can require a great deal o...

Page 171: ...er nates between queue C and queue A transferring five calls from each queue until 50 calls have been transferred There is a second request for 50 calls EDGE transfers all 50 calls from queue B in five call packets Now that 100 calls have been transferred with the next request EDGE ran domizes the queue order again per haps queue A first then C then B This option is recommended for use with campai...

Page 172: ... calls Therefore each request for calls is not broken up by percentage but all requests adding up to 100 calls follow the specified percentages After 100 calls have been trans ferred the process repeats For the best results the percentages assigned to the callset queues should add up to 100 When EDGE receives the request for calls it checks that each queue has calls If a queue is empty EDGE does n...

Page 173: ...calls from queue B There is a second request for 50 calls EDGE transfers another 25 calls from queue B and 25 calls from queue C Now that 100 calls have been transferred with the next request EDGE repeats the same pattern This option is only recommended for use with callsets that include a large number of queues Sequential until hit upper limit EDGE transfers call events from each queue in order T...

Page 174: ... would be pulled from queue A until it ran out of calls Sequential until queue is exhausted The dialer transfers call events from the each queue in turn until that queue is empty For example assume there is a request for 50 calls The callset con sists of queues A B and C EDGE transfers 50 calls from queue A until it is empty Then the process repeats with queues B and C Close callset on last signof...

Page 175: ...y per form a hangup on the call Maximum calls in dialer The maximum number of calls EDGE should main tain on the dialer for this callset The default is 20 This property is available only if the Packet size type property is set to Determined by Campaign Maximum download size The maximum number of calls to transfer to the dialer each time the dialer requests more calls The default is 50 This takes p...

Page 176: ...when an agent becomes available for a cam paign If this option is not checked when an agent using automated telephony attempts to log into a closed campaign the agent is not assigned and is unable to log in an error will appear on the agent s screen Packet size record If using packets the number of records to transfer to the dialer at one time Packet size type Specifies the method used to determin...

Page 177: ...e specified minimum EDGE calculates the difference between the number of calls the dialer has and the maximum and transfers that number of calls EDGE ignores any requests by the dialer for calls and only sends calls when EDGE determines they are needed The default value for the minimum is 10 calls per campaign The default value for the maximum is 20 calls per campaign This option is recommended fo...

Page 178: ... this call set Each time the dialer requests calls EDGE transfers the number of calls defined in the Packet size record multiplied by the number of agents logged into the callset instead of the number of calls requested by the dialer Properties continued Properties Alternate Phone Number The properties in this group box are the following Alternate dial type How the alternate telephone number is ha...

Page 179: ...ne number feature Yes Use the regular alternate phone number feature For more informa tion see Regular Alternate Phone Number Selection Enhanced Use the enhanced alternate phone number feature For more informa tion see Enhanced Alternate Phone Number Selection Callback time delay The default callback delay setting This setting indi cates the delay before a call is redialed using an alternate phone...

Page 180: ...nhanced Starting index The multivalue position in the ALTPHONE field of the STATUS file that contains the phone number to be sent to the dialer first The default value is one 1 This value is overridden for any call event by the value set in the START_INDEX field of the STATUS file If there is not a phone number in the value position specified here the call is not transferred to the dialer This pro...

Page 181: ... in the enabled fields For information see the section TMI Callset Setup This tab is only used with the EDGE Telephony Gateway for Davox and TMI Only the Davox settings are discussed in this chapter for TMI set tings see Appendix L Callset starting index Last number dialed Next alt number no wrap Next alt number wrap These options are described in the section Which Alternate Phone Number This prop...

Page 182: ...Dialer Setup Callset Area Telephony Gateway Reference Manual 182 Properties Campaign type The type of campaign can be one of the following Parameters list Text box ...

Page 183: ...s checked the Run REQUEUE program property in the telephony device setup should also be checked This ensures the two systems are kept in sync If cleared when the campaign closes all calls sent by EDGE to the Davox system that have not been connected to an agent remain on the Davox sys tem and in EDGE the calls remain in the DIALER queue When the campaign is reopened the Davox system recommences di...

Page 184: ...ete the existing values for every param eter in the Parameters list property can be one of the following Yes No Current value of The current value for the campaign option This property is display only Keep value Sets the selected value from the Possible values property for the campaign option Once selected the value displays in the current value box Parame ters list This list box lists all availab...

Page 185: ...he high lighted campaign option If this box is not enabled the value must be selected from the possible values property For more information see the section Set Campaign Users TAC Options Specifies how the TAC Telephony Application Cli ent also know as a call script will handle phone calls Agents The number of agents used for pre dictive dialing The ratio of trunks to agents determines the pacing ...

Page 186: ...lose campaign is issued If enabled all active calls are terminated when the campaign is closed Trunk lines The number of trunk lines used in the Telephony Access Client TAC ratio for predictive dialing The ratio of trunks to agents determines the pacing Specifying more trunks per agent results in more aggressive pacing fewer trunks per agent results in less aggressive pacing TAC name The name of t...

Page 187: ...tion to take upon a request to send a call to a particular agent can be one of the following If agent is logged off pass the call to the general pool If agent is not logged on or unavailable end If agent is unavailable pass the call to the general pool of agents AMD Answering Machine Detection Enable Disable can be one of the following Disabled Enabled for home only Enabled for home or other Enabl...

Page 188: ...rogrammed message AMD_END AMD End Action The action to take after playing a mes sage to an answering machine can be one of the follow ing Dial Next Number End AMDRD AMD Recall Delay The number of minutes between attempts when a call results in an answering machine The default is 5 minutes ANS_ACT ANSWER Action The action to take if an answer is detected can be one of the following Properties Set C...

Page 189: ...r the business number may be dialed If BUS_CUT is enabled Specify an hour zero to 23 0 23 BUS_CUT Business Cutoff If enabled the business number is only dialed between the times specified in the BUCUTAM and BUCUTPM properties If disabled the business number can be called at any time can be one of the following Disable Enable CALL_OPT Call Options The sequence of phone numbers to dial if any The ca...

Page 190: ... Dial Home then Other Dial Home then Other then Business Dial Next Number in Sequence Dial Other number only Dial Other then Business Dial Other then Business then Home Dial Other then Home Dial Other then Home then Business No Calling at all Put data to screen CPOM Call Processing On Manual Specifies whether to auto matically continue call processing based on call disposi tion when operating in m...

Page 191: ...signal for calls that are no answers or busies These types of calls are marked as such and the next action is executed The decision for the NO ANSWER disposi tion is made using the RFNA value Typi cally the next action is to terminate the record Other call progress types For example ANSWERED CONFUSED REORDER SIT TONE HIGH AND DRY NO DIALTONE AMD FAX MODEM are heard by the agent who is responsible ...

Page 192: ...ial Redial Manual Next Pass DROPRD DROP Recall Delay The number of minutes between attempts on a dropped call A drop occurs when the dialer hangs up after playing the hold message The default is 5 minutes FAULT Faulted Dial Option The function to perform upon a faulted dial A faulted dial is any call that generates a dis position of T_CONFUSED T_FAULT T_DIALTONE_TIMEOUT or T_INVALID_PHONE can be o...

Page 193: ...ange page 0 displays FREEDIAL Agent Free Dial Specifies whether an agent can dial any number from the workstation can be one of the follow ing Disabled Enabled HANGUP Party Hangup Option The action to perform if a called party hangs up during the hold message can be one of the following End Redial immediately Redial Immediately Manual connect agent then dial Redial Manual Next Pass HIGH DRY High a...

Page 194: ...M Home Cutoff Time AM If HM_CUT is enabled the earli est hour the home number may be dialed Specify an hour zero to 23 0 23 HMCUTPM Home Cutoff Time PM If HM_CUT is enabled the latest hour the home number may be dialed Specify an hour zero to 23 0 23 HOLDCYCL Hold Message Cycle Count The number of times to play the hold message Specify a positive integer The default is 0 indicating the hold messag...

Page 195: ...DR Number of AMD Recalls The number of consecutive times the system redials a number when an answering machine is detected The default is 0 do not redial answering machines NARD No Answer Recall Delay The number of minutes between attempts on a no answer number The default is 5 minutes NBR Number of Busy Recalls The number of consecutive times the system redials a number when a busy disposi tion i...

Page 196: ... enabled the other number is not dialed after the configured cutoff time Disable Enable Using Business Cutoff values Enable Using Home Cutoff values PLAY_ACT Play Message Action Specifies whether the hold mes sage is played when there are no agents available can be one of the following End Playback hold after all messages Playback hold after Msg 1 Playback hold after Msg 1 2 Playback hold after Ms...

Page 197: ...ides the corresponding options set in the EDGE callset PRV_TIME Preview Time The number of seconds the call script waits for an agent to initiate or terminate a preview call before it assumes control and takes the action specified by the CALL_OPT value If the CALL_OPT value is set to NO_CALL or PREVIEW the call is terminated without a result when the time expires QR_OPT Queued Recalls Option Speci...

Page 198: ... agent enters a result code to redial a business number can be one of the following End Call Redial Immediately Redial Immediately Manual connect agent then dial RD_HM_M Redial Home Number Manual The action to perform if an agent specifies to redial a home number in manual mode can be one of the following End Call Redial Immediately Redial Next Pass RD_HOME Redial Home The action to perform if an ...

Page 199: ...n be one of the following End Call Redial Immediately Redial Next Pass RD_OTH Redial Other The action to perform if an agent enters a result code to redial another number can be one of the following End Call Redial Immediately Redial Immediately Manual connect agent then dial RECALLQ Recall Queuing Specifies whether to enable recall queu ing If disabled only busy calls go to the recall queue Can b...

Page 200: ...nabled can be one of the following Disable Enable REORDER Phone Company Reorder The action to perform if the call progress detects a phone company reorder fast busy can be one of the following End Next Number Redial Immediately Manual connect agent then dial Same as busy RESCHED Reschedule Option The action to perform if a call is rescheduled due to pacing This occurs when the call is dropped in m...

Page 201: ...e or auto matic mode can be one of the following Automatic Manual RFNA Rings For No Answer The number of rings allowed before a called is determined to be a No answer The default is 4 SA_OPT Specific Agent Option The action the call script takes if a specific agent that was requested is not logged on or if the request for the specific agent has timed out ten min utes can be one of the following En...

Page 202: ...leted at this time Dial Next Number Pass to agent Redial immediately Redial Immediately Manual connect agent then dial Redial manual next pass Same as SITTONE SITBOCRO Sit Tone No Call The function to perform if the call prog ress detects a phone company SIT tone indicating your call did not go through Dial Next Number Pass to agent Redial immediately Redial Immediately Manual connect agent then d...

Page 203: ...ial immediately Redial Immediately Manual connect agent then dial Redial manual next pass Same as SITTONE SITCARRO Sit Tone Reorder The function to perform if the call progress detects a phone company SIT tone vacant intercept local nc local reorder network nc network reorder can be one of the following Dial Next Number Pass to agent Redial immediately Redial Immediately Manual connect agent then ...

Page 204: ... Next Number End Pass to agent Redial immediately Redial Immediately Manual connect agent then dial Redial manual next pass SITTONE Sit Tone Option The action to perform if the call prog ress detects a generic phone company SIT tone can be one of the following Dial Next Number End Pass to agent Redial immediately Redial Immediately Manual connect agent then dial Redial manual next pass Properties ...

Page 205: ...up Only numeric input is allowed Caution The total length of the connect and alerting messages from Davox to EDGE is limited to 911 bytes This includes certain static text variable data and the data in the fields on this SITVC Sit Tone Not In Calling Area The function to perform if the call progress detects a phone company SIT tone indi cating you have dialed a number that cannot be reached from y...

Page 206: ...lset Area Telephony Gateway Reference Manual 206 tab therefore the field lengths should be set as close to the size of the actual data that will be used as possible Unused bytes in any field will be padded with spaces ...

Page 207: ...Setup Callset Area Telephony Gateway Reference Manual 207 Properties Inbound form field lengths The group box where the field lengths for the inbound call form are specified For more informa tion see Table I 4 ...

Page 208: ...e the length of the field shared between the inbound and outbound call forms are specified For more information see Table I 2 Table I 3 and Table I 4 User data The length of the user data field The default is 32 Outbound form field lengths The group box where the field lengths for the out bound call form are specified For information see Table I 2 and Table I 3 Key The length of the key field The ...

Page 209: ... the EIS dialer Each property on this tab directly corresponds with an EIS message option For more information on a specific feature refer to your EIS documentation This tab is only used with the EDGE Telephony Gateway for EIS When you select the EIS 1 tab from the Callset area a page similar to the following is displayed ...

Page 210: ...Dialer Setup Callset Area Telephony Gateway Reference Manual 210 ...

Page 211: ...urned This property is available only if the No con nects property is set to Process Individually Ans mach detection type Specifies the type of answering machine detec tion for EIS to use can be one of the following Automatic EIS detects answering machines Interactive Answering machines should be passed to agents This property is available only if the Enable answering machine detection property is...

Page 212: ...d after every telephone number to help break down the telephone bill by campaign This feature should be setup in conjunction with the tele phone service provider otherwise the extra digits are ignored Busy Specifies how a call is to be treated when a dial attempt is busy can be one of the following Hold in Campaign Immediately Return to Host Return to Host at Close mark as returned Return to Host ...

Page 213: ...tbound Preview Validation Changed numbers Specifies how a call is to be treated when a dial attempt encounters a telco SIT message saying the number has been changed can be one of the following Connect to Agent Station Hold in Campaign Immediately Return to Host Return to Host at Close mark as returned Return to Host at Close do not mark as returned This property is available only if the No con ne...

Page 214: ...turn to Host at Close mark as returned Return to Host at Close do not mark as returned This property is available only if the No con nects property is set to Process Individually Deassign all agent stations Specifies whether all agent stations should be deassigned when a Close Campaign command is executed If checked all agents are logged out when a Close Campaign command is exe cuted Enable answer...

Page 215: ... nects property is set to Process Individually Initialize files Specifies whether the campaign statistic files on the EIS Gateway machine should be initial ized when the Open Campaign command is executed If checked the files are initialized Invalid number Specifies how a call is to be treated when a dial attempt is made to an invalid telephone num ber can be one of the following Hold in Campaign I...

Page 216: ...k as returned This property is available only if the No Con nects property is set to Process Individually Move campaign files Specifies whether the EIS campaign files should be moved to the tmp directory when a Close Campaign command is executed If checked the files are moved and remain in the tmp directory until the EIS Gateway machine is rebooted The campaign files contain informa tion on all ca...

Page 217: ... in service can be one of the following Connect to Agent Station Hold in Campaign Immediately Return to Host Return to Host at Close mark as returned Return to Host at Close do not mark as returned This property is available only if the No con nects property is set to Process Individually Rejected record Specifies how a call is to be treated when it is rejected by the EIS Call Processor for exampl...

Page 218: ...eduled dial attempt Specifies how a call is to be treated when a dial attempt was scheduled by EIS for a callback at a later time can be one of the following Hold in Campaign Return to Host at Close mark as returned Return to Host at Close do not mark as returned This property is available only if the No con nects property is set to Process Individually Ring no answer Specifies how a call is to be...

Page 219: ...o Process Individually Unknown number Specifies how a call is to be treated when a dial attempt encounters a telco SIT message saying that the telephone number is unknown can be one of the following Connect to Agent Station Hold in Campaign Immediately Return to Host Return to Host at Close mark as returned Return to Host at Close do not mark as returned This property is available only if the No c...

Page 220: ...ture refer to your EIS documentation This tab is only used with the EDGE Telephony Gateway for EIS When you select the EIS 2 tab from the Callset area a page similar to the following is displayed Wait for all calls to be completed Specifies whether EIS should wait for all in progress calls to be completed when a Close Campaign command is executed If not checked the campaign is closed immediately a...

Page 221: ...Dialer Setup Callset Area Telephony Gateway Reference Manual 221 ...

Page 222: ...mber of times to retry a phone number when a busy signal is received Accepts values 1 60 Busy delay The number of minutes to wait before redial ing following a busy signal Zero indicates no redial Accepts values 2 60 Callprocessorrecords per agent The number of calls per agent that should be on the EIS call processor Accepts values 1 4 Logoff agents on sus pend Specifies whether all agent stations...

Page 223: ...he number of seconds to wait before deter mining a call is a no answer Accepts values 18 45 Nuisance delay The number of minutes to wait before redial ing an abandoned call Zero indicates no redial Accepts values 1 150 minutes Records per agent The number of additional calls per agent that should be in the EIS Gateway buffers Accepts values 0 4 Rest time The target number of seconds to wait follow...

Page 224: ...eturn Record when a TELEPHONY verb Get Records command or a TELEPHONY verb Close Campaign command is executed implicitly or explicitly If checked the RB com mand is used Using RB allows you to differen tiate between records returned during regular processing and those returned in batches Wait for all calls to be completed force sus pension Specifies how calls that are in progress are treated when ...

Page 225: ...rojects tab allows you to define the projects files and fields to be associated with a callset For the callset to work correctly each project should be defined as a Callset Project When you select the Projects tab from the Callset area a page similar to the following is displayed ...

Page 226: ...Dialer Setup Callset Area Telephony Gateway Reference Manual 226 Properties Export Layout The name of the export layout that defines the fields to be transferred ...

Page 227: ... callset queue to the list click in the Project column select a project and begin entering information When you select the Queues tab from the Callset area a page similar to the following is displayed File Name The name of the file containing the fields to be transferred to the dialer Project The name of the project that is part of the callset Projects to be defined A display only list of the proj...

Page 228: ...p Callset Area Telephony Gateway Reference Manual 228 Properties Alternate Dial Type Specifies the method for handling the alternate tele phone number when this status code is received can be one of the following ...

Page 229: ...y be set for time ordered queues Default Callback Delay The default delay before a call is redialed can be one of the following Dialer Dialer schedules the call for a callback based on properties defined on the dialer Now There is no delay the call is immediately returned to the dialer to be redialed Now Delay Call is scheduled to be called after this number of hours and minutes has passed To use ...

Page 230: ...lback schedule and queue defined for the EDGE result is superseded by that set in this prop erty Filter AdHoc ID The name of the selection list to use as a filter for calls selected from the queue This gives greater control over which calls are sent to the dialer Each time the dialer requests more calls from that queue this selection list is run The IDs in the queue are compared against the IDs in...

Page 231: ...ist Using this option can decrease the performance of the EDGE server because of the time required to execute the ad hoc report From Queue The queue containing the call events to be dialed Limit The maximum number of calls to get from each queue per request before moving onto the next queue defined in the callset This property is available if the Callset mix type defined on the Admin tab is set to...

Page 232: ...ion Status Code Definition which allows spe cific properties to be set for each status code returned by the dialer If the properties in the three dot button dialog are not defined for a status code the defaults are used For example if the busy status code is not defined the Default Dest Queue Default Result and so on are used Properties ...

Page 233: ...pears when the three dot button in the Status Code property field is selected Which Alternate Number Specifies which alternate phone number to send to the dialer can be one of the following Last number dialed Next alt number no wrap Next alt number wrap These options are explained in the section Which Alternate Phone Number Properties ...

Page 234: ...stination Queue The destination queue for call events returned with this status code Typically callbacks are scheduled into time ordered queues CB Delay Specifies the delay before a call is redialed can be one of the following Dialer Dialer schedules the call for a callback based on properties defined on the dialer ...

Page 235: ... ordered queue Hours The number of hours for the CB Delay Minutes The number of minutes for the CB Delay Result The result to be set for call events returned with this sta tus code The callback schedule and queue defined for the EDGE result is superseded by that set on this screen End Queue The end queue to transfer call events after all alternate phone numbers result in this status code If an end...

Page 236: ...l properties used by the gateway to execute the dial on the switch and determine the outcome of each dialed call For more information on these options consult your gateway documentation Note The data shown in the screen capture is an example of settings for EDGEdial for Aspect This tab is only used with the AIT EDGEdial Plug In ...

Page 237: ...Dialer Setup Callset Area Telephony Gateway Reference Manual 237 white text ...

Page 238: ...f the property Answering machine detection type is set to Delay after silence or Beep tone This property is only used with EDGEdial for Aspect and Aspect Contact Server Answer mode The mode used to determine when a call is considered a live answer and whether answering machine detec tion is enabled can be one of the following 0 Every answered call is sent to an agent Answer ing machine detection i...

Page 239: ...fies the amount of time to wait before processing a call after an answering machine is detected The best choice depends on how answering machine calls are handled for example whether they are passed to agents or a pre recorded message is played This field is only used if answering machine detection is enabled by setting the Answer mode property to 2 or 3 can be one of the following Immedi ately Do...

Page 240: ...oes not detect answering machines Turn on with han gup Upon detecting an answering machine disconnects the call does not pass it to an agent Turn on and answer Upon detecting an answering machine connects the call to an agent Turn on with admin treatment Upon detecting an answering machine performs an administrative function defined on the switch for example plays a pre recorded mes sage Max rings...

Page 241: ...s the options for the AD_PARAM command Only available if the trunk lines use answer supervision With answer supervision the trunk can attempt to dis tinguish between answered calls and recorded net work announcements not preceeded by SIT tones These options work with the Setting bits for ANS_MAP property The AD_PARAM option determines whether the trunk checks for the event and the corresponding AN...

Page 242: ... example to prevent a call from being answered if the pat tern of a ring tone changes Trunk answer screening for ANS_MAP bit 15 Check for calls that have Voice tone with no AMD Trunk answer screening for ANS_MAP bit 16 Check for a Human voice with AMD longer delay Trunk answer screening for ANS_MAP bit 17 Check for a Human voice with AMD shorter delay Properties continued ...

Page 243: ...ld be routed to an agent disabling the bit indicates calls are disconnected This property is only used with EDGEdial for Aspect and EDGEdial for Aspect Contact Server Bits 1 through 8 are valid SIT tones only for North America bits 15 17 are only valid for trunk lines using answer supervision To enable any item in the list box select the checkbox Set bit on To disable an item select Set bit on a s...

Page 244: ...ing machine detection a voice segment was detected that did not end and the property Answering machine detection type is not set to Immediately indicating wait for silence before sending the call to an agent bit 10 Human voice with AMD lon ger delay Answering machine detection is enabled and detected a human voice bit 16 This detection is only enabled if the bit for Trunk answer screening for ANS_...

Page 245: ...d bit 1 The SIT is typically followed by The number you have reached is dis connected or no longer in service This is SIT 1 IO Ineffec tive other There was a dialing problem the call was denied due to a calling feature at the dialed party or a toll restriction or a interexchange carrier access code was bad bit 5 The SIT is typically fol lowed by Your must first dial a one or zero when calling this...

Page 246: ...e No cir cuit inter lata No interexchange trunks are available or the carrier is out of service bit 3 The SIT is typically followed by All cir cuits are busy now or The long dis tance company is unable to complete your call at this time This is SIT 3 No voice An answer is detected but a human voice or answering machine was not detected in 10 seconds bit 9 NOT USED Not currently used bit 12 ROa Reo...

Page 247: ...T 4 Unclassi fied tone A tone is detected that is not recog nized as a modem SIT answering machine beep or call progress tone bit 11 Unknown SIT An unrecognized SIT was detected bit 8 VC Vacant code The number dialed is vacant bad or cannot be reached from the calling area bit 2 The SIT is typically fol lowed by Your call cannot be com pleted as dialed Please check the number and dial again or You...

Page 248: ...ess Code Contains different values depending on the gateway used with EDGEdial For Aspect and EDGEdial for Aspect Contact Server this property contains the set of CCTs used to process the predictive dialer calls for this campaign If a CCT is not specified the CCT specified in the tele phony device property Trunk access code is used For information on setting up the CCTs see the section Aspect Appl...

Page 249: ...ciated with it than the other trunk groups it is recommended that the trunk group with more lines be specified twice in the list box This allows a more even call distribution For example assume trunk group 1 uses a TAC of 8001 and has 10 associated trunk lines Trunk group 2 uses the code 8002 and has 5 associated trunk lines If each TAC is listed once trunk group 2 is more likely to report a C_NO_...

Page 250: ...50 EDGEdial Dialer The EDGEdial Dialer tab allows you to specify EDGEdial properties required for the Pitney Bowesdialer algorithm Note The data shown in the screen capture is an example of settings for EDGEdial This tab is only used with the AIT EDGEdial Plug In ...

Page 251: ...p Callset Area Telephony Gateway Reference Manual 251 Properties Abandoned call delay The number of seconds before the dialer hangs up on a called party when no agent is available can be an integer between 1 and 5 ...

Page 252: ...modem no answer busy and SIT tones Calculates the number of abandoned calls divided by all call outcomes including aban doned calls The default is 2 Abandoned call target The percentage of calls to abandon can be a per centage between 1 and 5 The default is 1 percent Abandoned inter val The number of minutes to wait before redialing a call that is classified as abandoned The default is 0 indicatin...

Page 253: ...e maximum number of times to redial a call that was classified as busy The default is 2 Busy delay The number of minutes to wait before redialing a call that was classified as busy The default is 10 minutes Estimate talk The estimated length 1 to 20 minutes of the con versations between agents and customers Along with the values specified for abandoned calls this value is used in the dialing algor...

Page 254: ... of retry mode can be one of the follow ing 0 Cancel the retry and return the number to EDGE 1 Schedule the retry as per the Busy count Answering machine retry and No answer count properties and advise EDGE each time this is done 2 Schedule the retry as per the Busy count Answering machine retry and No answer count properties but do not return the num ber to EDGE The default is 0 Properties contin...

Page 255: ...he Callset Queues option Filter AdHoc ID which allows you to select the calls to send to the dialer from a particular queue based on an ad hoc report uses the status code F for all calls that are not transferred to the dialer because they were not in the ad hoc report This allows these calls to be scheduled for a different time or removed from the current queue The status code F should be created ...

Page 256: ...you select or specify a code a dialog box similar to the following is displayed Properties Alternate dial type The method for handling alternate telephone numbers when this status code is received can be one of the following Allow EDGE to reschedule No redial Redial immediately Use previous level value ...

Page 257: ...elephony dialer type The name of the telephony device associated with the predictive dialer as defined under tele phony device setup Which alternate number Specifies which alternate phone number to send to the dialer when required can be one of the following Callset starting index Last number dialed Next alt number no wrap Next alt number wrap Use previous level value This property is only availab...

Page 258: ...transferred to EDGE If the file to transfer the data from is not the STATUS file the perfor mance of the EDGE Telephony Gateway may be decreased because for each call that is transferred to the dialer an extra file must be read Sending additional data from the STATUS file does not decrease performance because the STATUS file is read with every transfer to determine the phone number When you select...

Page 259: ...ties Field position The position of the field containing the data to be transferred to the predictive dialer This number is assigned during the Assign Field Positions process Maximum field length The maximum length of a field Data that exceeds this length is truncated ...

Page 260: ... Log in with a workstation ID For more information see the sec tion Workstation ID Properties 2 Select either Auto Dial or Auto Receive from the Call Center screen F2 and F1 respectively from OP if using ASCII opera tions 3 Select Start from the Auto Dial or Auto Receive screen This activates the built in telephony functionality of EDGE This section describes the following Built in Inbound Functio...

Page 261: ... Auto Dial or Auto Receive can be selected However AIT recommends the agent select the command that is most closely associated with their primary function For example an agent who is assigned primar ily to predictive dialer campaigns but who is an overflow agent for inbound calling should select Auto Dial white text ...

Page 262: ...re 7 2 General Overview The following describes the built in telephony interface in general terms 1 An agent logs into EDGE specifying a workstation ID of 5121 on the EDGE login screen The agent has previously been associ ated with an ACD group and a telephony device for example in the user ID setup 2 The agent is routed to the Call Center screen and selects Auto Receive The agent routes to Auto R...

Page 263: ... another call Note When the agent receives the next call the guide screen they are routed to is dependent on whether the call received is inbound or outbound not whether they are currently on Auto Dial or Auto Receive Inbound Call Technical Description To help you understand how the generic set of telephony servers and message queues work together an inbound call is traced through the appropriate ...

Page 264: ...unctionality Check Shared Memory Open Link to Hardware Make Agent Available Check for a Call Auto Receive Wait for a Call Error Agent not Logged In 1st Inbound Screen Call Center Select Auto Receive Create Shared Memory Call Available Cancel or CTRL C No Succeeds Succeeds Succeeds No Call Available Fails Fails Fails Exists ...

Page 265: ...ons occur XGUIDE checks to see if the telephony shared memory exists and if it does not creates the shared memory and message queues and starts the servers 3 After starting the servers XGUIDE places a message in the guide server queue with the command Make Agent Available requesting that the agent be made available to receive calls This typically consists of initiating a monitor of the specified w...

Page 266: ...the fail ure message The XGUIDE picks up the message and displays an error message on the agent s screen 4 When the agent is successfully made available the following actions occur Implicit logic is performed that executes a Check for a Call command to see if there are any calls waiting for the agent If there is a call for the agent the agent is routed to the correct project If the Check for a Cal...

Page 267: ...If this property is not checked the agent is logged out of all ACD queues and logged off the switch Note The agent s unavailable mode is either determined from the agent s user ID setup or from the switch If no unavailable mode is specified the agent remains in auxiliary work mode 6 When a call is connected the following occurs The gateway sends a connect message to the switch server and routes th...

Page 268: ...and call is connected or if there is no DEFAULT record an error is presented to the agent and the call is connected The XGUIDE retrieves the connect message and routes the agent to the first inbound screen of the appropriate project with an implicit Make Call Next Available command 7 If there is logic attached to the first inbound screen to check if the ANI corresponds to any records in the databa...

Page 269: ...n Inbound Functionality Telephony Gateway Reference Manual 269 Figure 7 2 Inbound Startup Options Call Center Select Auto Receive Check Auto Startup Built in Functional ity Agent Logged In Error Agent not Logged In Disabled Enabled ...

Page 270: ...itly property on the Callset Admin tab For the purposes of the following examples assume these properties are enabled For information on what occurs if these properties are set otherwise see Figure 7 4 The following describes the built in outbound telephony interface in general terms 1 An agent logs into EDGE specifying a workstation ID of 5121 on the EDGE login screen The agent has previously bee...

Page 271: ...s routed back to Auto Dial to receive another call One of the following occurs depending on the type of call received If the call was a outbound call such as a consultation conference preview or predictive dial the agent routes to END is taken to the Call Center screen where the call is automatically disconnected pauses there for four seconds then is routed back to Auto Dial to receive another cal...

Page 272: ...ial or Auto Receive Outbound Call Technical Description To help you understand how the generic set of telephony servers and message queues work together a predictive dialer call is traced through the appropriate servers message queues and shared mem ory The steps that occur implicitly with the built in functionality are depicted in Figure 7 3 ...

Page 273: ...d Memory Error Agent not Logged In Call Center Select Auto Dial Create Shared Memory Open Campaign Call Available C TRL C or Break Fails Fails Fails Fails No Succeeds Succeeds Open Exists Closed No Call Available Succeeds 1st Outbound Screen Check Campaign Status Open Link to Hardware Make Agent Available Check for a Call Auto Dial Wait for a Call ...

Page 274: ...s and if it does not creates the shared memory and message queues and starts the servers 2 After starting the servers XGUIDE places a message in the guide server queue with the command Make Agent Available requesting that the agent be made available to receive calls Note For EIS available modes are not used 3 The gateway responds with a success or failure message to the switch server If the respon...

Page 275: ...tion 5 The database server reads the callset and updates shared mem ory with the appropriate information then sends a message via the guide server queue to the guide server The guide server transmits the message to the dialer 6 The dialer responds with a success or failure message to the switch server If the message is success the switch server updates the shared memory that the campaign is open I...

Page 276: ... XGUIDE receives it and displays an error on the agent s screen 9 Once the agent is available the dialer sends a request for records to the switch server The switch server sends the mes sage to the database server queue where it is picked up by the database server The database server reads the callset to deter mine which projects and which queues and executes Qtrans to send the appropriate calls t...

Page 277: ... a call is connected the dialer sends a connect message to the switch server and routes the call to the agent s extension The switch server sends the connect message to the database server via the database server queue 14 The database server looks up the call in the PDW_QUEUE file and sends the project and call ID information to the XGUIDE with the connect message via the client queue 15 The XGUID...

Page 278: ...ay Reference Manual 278 Updates the DATE OPID PORT TP LCOUNT TP LDATE TP LTIME and START TIME fields 16 If there is logic attached to the first outbound screen to read the customer record using the CALLID a customer record may be read and displayed on screen for the agent ...

Page 279: ...bound Startup Options Call Center Select Auto Dial Check the Auto Startup property Built in Functionality Servers start Error Agent not Logged In Disabled Enabled Check the Open Cam paign Implicitly prop erty Enabled Built in Functionality Campaign opened and agent logged in Error Campaign not opened Disabled ...

Page 280: ...ion Tasks Some TELEPHONY verb commands will wait for a response from the gateway before continu ing with the logic flow or task For more information see the section Synchronous Commands For more information on using verbs see the EDGE 7 11 Developer Reference Manual Basic telephony functions are built into EDGE and do not require the TELEPHONY verb for implementation For more information on these ...

Page 281: ...requires this This chapter lists each TELEPHONY verb command and its proper ties The commands available by gateway are listed in Table 8 1 Exceptions for EDGEdial Plug In and TMI The EDGEdial Plug In supports the commands for the associated gateway in addition to the commands specified in this chapter For example EDGEdial for Aspect supports the commands Conference and Hold as well as the EDGEdial...

Page 282: ... Contact Server Avaya Proactive Contact CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox External Call Table Davox No Callset Admin EIS Genesys Avaya Genesys Nortel TMI Agent Logoff Agent Logon Alternate Answer Campaign Resume Campaign Status Campaign Suspend Cancel Conference Cancel Transfer Check for a Call Close Campaign ...

Page 283: ...ds Hold Make Agent Available Make Agent Unavailable Miscellaneous Telephony Native Command Table 8 1 TELEPHONY Verb Commands by Gateway continued EDGEdial Plug in Aspect Aspect Contact Server Avaya Proactive Contact CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox External Call Table Davox No Callset Admin EIS Genesys Avaya Genesys Nortel TMI ...

Page 284: ... Retrieve Call Information Retrieve IVR Data Send DTMF Tones Send User Data Set Callback Set Campaign Options Table 8 1 TELEPHONY Verb Commands by Gateway continued EDGEdial Plug in Aspect Aspect Contact Server Avaya Proactive Contact CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox External Call Table Davox No Callset Admin EIS Genesys Avaya Genesys Nortel TMI ...

Page 285: ...ephony Stop Coach Stop Monitoring Transfer Update Dialer with Callset Update Misc Data Update Telephony Servers Table 8 1 TELEPHONY Verb Commands by Gateway continued EDGEdial Plug in Aspect Aspect Contact Server Avaya Proactive Contact CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox External Call Table Davox No Callset Admin EIS Genesys Avaya Genesys Nortel TMI ...

Page 286: ...he following are some possible uses of the TELEPHONY verb in a task Open and close campaigns for agents This can ensure that campaigns are opened and closed at the correct times Get or put particular records on the dialer to be dialed Voice Message Wait for a Call Table 8 1 TELEPHONY Verb Commands by Gateway continued EDGEdial Plug in Aspect Aspect Contact Server Avaya Proactive Contact CallPath A...

Page 287: ...Fields Transferring Data Certain TELEPHONY verb commands support either sending or receiving miscellaneous data for example a call ID customer record ID or a field or screen name to route to to be passed with the call to a third party upon becoming associated with the call This might be used when conferencing in a supervisor to confirm an appointment the agent might pass the supervisor a customer ...

Page 288: ...ay documentation to be sure Because of this EDGE offers a backup mechanism when using the TELEPHONY verb If the amount of miscellaneous data goes over the known switch limit EDGE will write the entire data to the file system and a token identifying this file is sent via the gateway instead The actual file system path that EDGE uses may be customized by setting the TPHNY_CONSULT_PATH environment va...

Page 289: ...e setup see Max miscellaneous data length Although this limit can be changed when the tele phony servers are running by executing an Update Telephony Serv ers command it should not be decreased until all agents are logged out and the telephony server can be restarted otherwise some tele phony operations may fail because the allocated buffers are not large enough Some thought should be given to exa...

Page 290: ...in a queue as well as the total number of bytes that may be saved in a queue For more details on changing these limits please read the EDGE Installa tion Manual for your platform Sending Data with a Call Data can be sent with a call if your gateway supports adding a third party to the call The following commands can be used to call or send a call to a third party Conference Deleting Data Start Con...

Page 291: ...he built in func tionality on the Auto Receive screen They might also be executed in a guide for a supervisor who is waiting to be added to a call For more information see the respective command descriptions later in this chapter When the Check for a Call Wait for a Call or Answer commands are used or the EventAttachedDataChanged event is triggered the data sent with the call if any is stored as a...

Page 292: ...received the updated miscellaneous data would be stored in TP CALLSTATUS and TP CALLHIS TORY From EDGE v7 5 onwards updated data is stored directly in TP DATA If you are upgrading from a previous version of EDGE you will need to change your logics accordingly Sending Data to Another Switch Data can be sent with a call to an agent on a different switch as fol lows If the gateway s API supports send...

Page 293: ...esponse from the gateway Commands that operate this way are called synchronous commands The response can indicate whether the command succeeded or failed or return requested information for example the status of a predictive dialer campaign The agent s session does not proceed until the response is received This allows a guide developer to check the success or failure of a telephony command to det...

Page 294: ...ommands by Gateway Time out EDGEdial Plug in Aspect Avaya Proactive Contact Aspect Contact Server CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox EIS Genesys Avaya Genesys Nortel TMI Agent Logoff 15 seconds Agent Logon 30 seconds Alternate 30 seconds Answer 30 seconds Campaign Resume 30 seconds Campaign Status 60 seconds Campaign Suspend 30 seconds Cancel Conference 30 seconds Cancel Tra...

Page 295: ...nect Alternate 30 seconds Get Records 30 seconds Hold 30 seconds Make Agent Available 15 seconds Make Agent Unavailable 30 seconds Miscellaneous Telephony 30 seconds Native Command 60 seconds Table 8 2 Synchronous TELEPHONY Verb Commands by Gateway continued Time out EDGEdial Plug in Aspect Avaya Proactive Contact Aspect Contact Server CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox EIS ...

Page 296: ... seconds Send User Data 30 seconds Set Callback 30 seconds Set Campaign Options 30 seconds Set Campaign Parameters 30 seconds Start Coach 30 seconds Start Consultation 60 seconds Start Monitoring 30 seconds Table 8 2 Synchronous TELEPHONY Verb Commands by Gateway continued Time out EDGEdial Plug in Aspect Avaya Proactive Contact Aspect Contact Server CallPath Avaya CallPath Nortel CallPath ROLM CV...

Page 297: ...us code indicat ing success or failure If the Start Consultation command fails for example if the number dialed is busy the guide developer can use a logic flow to prevent the Transfer command used to send the call to the dialed agent from being executed Stop Coach 30 seconds Stop Monitoring 30 seconds Transfer 60 seconds Update Misc Data 30 seconds Table 8 2 Synchronous TELEPHONY Verb Commands by...

Page 298: ...nd failed varies based on the command The commands that are synchronous for each gateway and their applicable time outs are listed in Table 8 2 Note Whether a EDGEdial Plug in command is synchronous depends on whether it is synchronous for the associated gateway as indi cated in Table 8 2 Whether the EDGEdial predictive dialing com mands such as Open Campaign are synchronous is indicated in the ta...

Page 299: ...sed Each TELEPHONY verb command description identifies the applica ble gateways the command can be used with A summary of each command available by gateway is listed in Table 8 1 Properties com mon to all the TELEPHONY verb commands are listed and defined in the section Common Properties Each TELEPHONY verb command may execute one or more program calls from the API of the gateway these program cal...

Page 300: ...mands for all gateways Properties Telephony device ID The name of the device can be a literal or a field or vari able containing the device ID This property is optional If not specified the device specified in the agent s user ID is used Callset ID group The value of this property varies depending on the type of gateway used can be one of the following ...

Page 301: ... The specific TELEPHONY verb command For a list of these commands see Table 8 1 Store status code in The location in which to store the status code which is null if successful or an error number if unsuccessful can be a field or variable For a list of status codes see Table 8 9 and also your gateway documentation Store status text in The location in which to store the text explaining the status ca...

Page 302: ...vaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Agent Logoff command logs an agent out of all ACD groups and off the telephone PBX Gateways or logs an agent off of a campaign Dialer Gateways depending upon the gateway used ...

Page 303: ...e agent logoff Specifies whether the agent is forced off all call connec tions when logged off can be a literal or a field or vari able containing a Y or blank If blank agents are logged off after completing their current call This property is only used with Dialer Gateways and Davox ...

Page 304: ...e of Normal or Forced log off and Close Link to Hardware always forces the logoff If the forced agent logoff property is specified as yes any call that is in progress is terminated and the agent is logged off Reason The reason the agent is logging off can be a literal or a field or variable containing the reason number 1 6 See Table 8 3 for more information This property is optional This property ...

Page 305: ...l 305 Aspect Gateway For the Aspect and Aspect Contact Server Gateway an optional agent logoff reason code can be specified the possible values are any number 1 999 The meaning of each reason code is defined by an Aspect Administrator on each Aspect installation ...

Page 306: ...llPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Agent Logon command logs an agent on to all ACD groups and onto the telephone PBX Gateways or logs an agent on to a cam paign Dialer Gateways depending upon the gateway used Properties There are no properties specific to this command see Common Properties ...

Page 307: ...he ASAI message 3PAD is used then an RF message otherwise only the ASAI RF message is used If no login sequence is used agents are place in auxiliary work mode when logged in They must be made available to receive calls When using a login sequence no error is returned to the agent on the RF message therefore if there is a possibility that the agent could be logging in incorrectly either the login ...

Page 308: ... CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Alternate command alternates between an active party and a party on hold Each time the parties are toggled the one who was active is placed on hold and the one who was on hold becomes active Properties There are no properties specific to this command see Common Properties ...

Page 309: ...com mand might be used is when an agent places a Unison call on hold and either receives or dials a new call Davox does not allow alternat ing between two Unison calls or between two X calls Note For Davox the Alternate command cannot be executed after a Start Consultation because of the state into which the agent and call are placed following a consultation For Davox using a Northern Telecom swit...

Page 310: ...rtel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Answer command is used to answer a call Properties Receive misc data 1 The location in which to store the data sent from the Send misc data 1 property in another TELEPHONY verb command can be a field or variable Not currently used ...

Page 311: ...ommand is not needed to answer Unison calls because all Unison calls are automatically answered For Davox with the Avaya switch Answer could be used to answer an X call For Davox with the Northern Telecom switch the Answer command is not used X calls are not supported so any non Unison call must be answered manually using the phone Receive misc data 2 The location in which to store the data sent f...

Page 312: ...allPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Campaign Resume command restarts a predictive dialer cam paign previously suspended with the Campaign Suspend command Properties There are no properties specific to this command see Common Properties ...

Page 313: ...TELEPHONY Verb Campaign Resume Telephony Gateway Reference Manual 313 Notes For SER EDGE does not initialize the campaign statistic files when resuming a campaign ...

Page 314: ...CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Campaign Status command returns the current status of the campaign and writes it to an EDGE log file Properties Store cam paign status in Retained for backward compatibility ...

Page 315: ...SER the following data is written to the guide log in addition to the information that is typically written SER Status Response message code Name of the campaign Code indicating current status of the campaign can be one of the following c Campaign has received a Close Campaign message s Campaign has received a Suspend Campaign message A Campaign is open C Campaign is closing waiting for connected ...

Page 316: ...y on calls 234 num bers on the SER Call Processor 1066 numbers have been dialed 321 P Campaign is suspended R Campaign is resuming S Campaign is being suspended waiting for connected calls to complete Number of agent stations assigned to the campaign Number of agent stations off hook and waiting for calls Number of agent stations on a call Number of telephone numbers in the Call Processor Number o...

Page 317: ...TELEPHONY Verb Campaign Status Telephony Gateway Reference Manual 317 numbers have been connected to agents and 37 calls have been abandoned ...

Page 318: ... Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Campaign Suspend command temporarily stops the dialer from dialing Properties Auto logoff Specifies whether the agents are automatically logged off when the command is executed can be a literal or a field or variable containing a Y or blank If blank agents remain logged into the campaign but are idle ...

Page 319: ...he EIS 2 tab affect the behavior of campaign suspend Logoff agents on suspend Wait for all calls to be completed force suspension The Logoff Agents on Suspend property is superseded by the Auto logoff property specified in this command Note When the Suspend Campaign command is issued EDGE does not wait for the SER dialer to acknowledge that the campaign has been suspended The dialer may take sever...

Page 320: ...CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Cancel Conference command terminates an in progress confer ence call leaving the agent connected to the original active party and placing the third party who was conferenced on hold Properties There are no properties specific to this command see Common Properties ...

Page 321: ...ELEPHONY Verb Cancel Conference Telephony Gateway Reference Manual 321 Notes To hang up the third party placed on hold when the Cancel Confer ence command is executed use the Disconnect Alternate command ...

Page 322: ...Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Cancel Transfer command cancels a call transfer The original agent remains connected to the call Properties There are no properties specific to this command see Common Properties ...

Page 323: ...LM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Check for a Call command checks the gateway for messages to see if there are any available calls for the agent Properties Receive misc data 1 The location in which to store the data sent from the Send misc data 1 property in another TELEPHONY verb command can be a field or variable ...

Page 324: ... a call is received or the agent breaks out of the wait state If the Check for a Call command completes successfully the status code will contain a zero this does not indicate whether a call was detected To determine if the Check for a Call command retrieved a call for the agent check to see if the TP ANI or TP DNIS variables are populated Receive misc data 2 The location in which to store the dat...

Page 325: ... ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Close Campaign command stops the dialing of outbound calls and the connection of inbound calls for the specified campaign and requests that all uncalled telephone numbers be returned to EDGE Properties There are no properties specific to this command see Common Properties ...

Page 326: ...ign Telephony Gateway Reference Manual 326 Notes SER Dialer The following SER options set in the callset affect the behavior of campaign closing Deassign all agent stations Move campaign files Wait for all calls to be completed ...

Page 327: ...LM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Close Link to Hardware command logs an agent out of a cam paign Dialer Gateways or off of the switch PBX Gateways If the agent is still in available mode a Make Agent Unavailable command is automatically executed Properties There are no properties specific to this command see Common Properties ...

Page 328: ...ere is no difference between Agent Logoff and Close Link to Hardware Dialer Gateways For Dialer Gateways when a Close Link to Hardware is executed the logoff type is always set to Forced therefore any active call is termi nated and the agent is immediately logged off If the agent is on a call the call is terminated ...

Page 329: ...Conference AIT EDGEdial Plug in Aspect Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Conference command connects a specified third party to an existing call ...

Page 330: ... of an agent to dial can be a literal or a field or variable containing the data This property is only used with the Davox and SER Gate ways Or Operator ID The EDGE user ID to dial can be a literal or a field or variable containing the user ID The agent must be currently logged in or the conference is not attempted This property is only used with the Davox and SER Gate ways Send misc data 1 Only u...

Page 331: ...rnate command if supported to disconnect the added third party only leaving the original parties on the call Before the Conference command can be executed the agent must have one party on hold and a second party active This is accom plished using the TELEPHONY verb Start Consultation command ...

Page 332: ...N Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Delete Misc Data verb allows logic to delete data attached to the currently active call Combined with the AttachedDataChanged event this verb allows for a form of data communication between two EDGE agents or an EDGE agent with another CTI enabled appli cation connected via a voice call Properties ...

Page 333: ...ys this is a multi valued list of keys When deleting data anything after the first sub value of each multi value is ignored see Miscellaneous Data Format for more information on the format of Genesys miscellaneous data This means that data can be deleted by copying values as a whole from TP DATA without the need to first remove the type and value attributes ...

Page 334: ...LM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Dial command sends the gateway a telephone number to dial Properties Number to dial The number to be dialed can be a literal or a field or variable containing the telephone number For more information on dialing for a particular gate way see the Notes section ...

Page 335: ... section Call Types Aspect Gateway For Aspect and Aspect Contact Server the Number to dial can be a five digit extension an external phone number or a CCT number To dial using a specific CCT specify the CCT in the Location property This will be used to dial the phone number Location The Aspect CCT to execute with the phone number If this field is blank the Number to dial property is used to dial a...

Page 336: ...ne to be used For example A7008 I to force an internal line to be used For example I1234567 CallPath Northern Telecom For CallPath with a Northern Telecom switch to make outbound calls the agent should login with both an Inbound extension and Out bound extension specified in the workstation ID CV LAN Gateway For CV LAN if an outbound extension is specified in the workstation ID this extension is u...

Page 337: ...ecified agent therefore the call is returned to the agent only if it results in a connect If the call does not result in a connect the agent is passed the next connected predictive call Depending on where the agent is in the EDGE guide the agent could receive the voice portion of the call without an associated data screen Using PR if the phone number is a non connect it remains on the SER dialer a...

Page 338: ... Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Disconnect command hangs up a call Properties Dialer disposition code The code to send to the dialer when a disconnect is signaled can be a literal or a field or variable containing the disposition code ...

Page 339: ...ad of an agent recall code causes the agent to be immediately made available for a new call there fore this is not recommended This property is only used with the Davox and SER gateways and EDGEdial Plug in Callback date time The date and time to schedule the callback A valid date and time must be specified For a listing of the required formats see Table 8 3 This field must be used with a valid ag...

Page 340: ...ful to add it to the end of call logic If specifying an extension it must be one that is monitored by EDGE for example in use by another user For CallPath only a one 1 can be specified to dis connect the first party added to the call or a two 2 can be specified to disconnect the second party added to the call For CallPath this command can be used to dis connect parties who are EDGE agents or those...

Page 341: ...ecified The result is the original agent is disconnected and any parties remaining on the call are left connected This is functionally the same as the original agent performing a transfer to connect the other parties The disconnect command is executed with the third party agent s extension specified The result is the third party is dis connected and the original agent and the other party remain co...

Page 342: ...re Davox Gateway When a call is disconnected and both an agent recall disposition code and a callback date and time are specified the callback is not finalized on the Davox system until the next telephony command is issued The result of the next telephony command varies as follows If the next command is a Make Agent Available the callback is finalized and the agent is immediately available to rece...

Page 343: ...e an agent recall for the current call Table 8 3 Davox Callback Date Time Formats Name Description 24 hour format HHMM where HH is a value 0 23 12 hour format HH MMn where n is an A for AM or P for PM and HH is a value 1 12 Date time format MM DD YY HH MM where HH is a value 0 23 Time from current time HHMM where HH is the number of hours and MM is the number of minutes from the current time to ca...

Page 344: ...call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Disconnect Alternate command hangs up a third party who was added to a call using the Conference or Start Consultation command leaving the agent connected to the original party Properties Disconnect ext number The extension or phone number to disconnect can be a literal or a field or variable containing the workstation ID Not cu...

Page 345: ...s The released agent is placed in unavailable mode following a discon nect Only calls from monitored extensions can be disconnected with this command SER Dialer This command differs from Cancel Conference by disconnecting the third party instead of placing the third party on hold ...

Page 346: ...CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Get Records command requests undialed calls from the predic tive dialer Properties Number of records to get The number of records to retrieve from the gate way can be a literal or a field or variable containing the number of records This property is only used with Davox and SER ...

Page 347: ... Callset Queues option and the PDW_QUEUEn entries for the call events are deleted Phone number or status The phone number or SER status code associated with call events to be returned to EDGE can be a lit eral or a field or variable containing the phone number or status code To return all call events specify an asterisk To request multiple phone numbers separate each phone number with a colon A ma...

Page 348: ...Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Hold command places the call on hold which means that nei ther the caller nor the agent can hear each other Properties Hold message number Retained for backward compatibility ...

Page 349: ... command is executed during a conference the original agent and the added third party remain connected and the cus tomer is placed on hold this is functionally identical to a consulta tion To remove the customer from hold use the Retrieve a Call from Hold command ...

Page 350: ...enesys Avaya Genesys Nortel TMI The Make Agent Available command makes an agent available to receive calls Properties Available mode The Available mode for the agent can be a literal or a field or variable containing the available mode The available modes vary for each gateway For a list of the available modes for your gateway consult Table 5 1 This property is not used with the Aspect Aspect Cont...

Page 351: ...ng available modes this command always places agents in a ready for calls state same as inbound implicit For CallPath with the Northern Telecom switch this command always places agents in inbound implicit II mode Davox Gateway For Davox executing the command without specifying a termination code either in the available mode property or the agent s worksta tion ID leaves the agent unavailable to ta...

Page 352: ... call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Make Agent Unavailable command makes the agent unavailable for receiving calls Properties Unavailable mode The Unavailable mode for the agent can be a literal or a field or variable containing the unavailable mode The unavailable modes vary for each gateway For a list of the available modes for your gateway consult Table 5 1 ...

Page 353: ... CallPath Gateway For CallPath with the ROLM switch which does not support setting unavailable modes this command always places agents in a not ready for calls state This property is not used with the EIS Gateway Reason The reason code associated with the agent s auxiliary work state The reason code provides additional report ing information for the switch to track the agent s non call activity Ac...

Page 354: ...Make Agent Unavailable Telephony Gateway Reference Manual 354 For CallPath with the Northern Telecom switch this command always places agents in auxiliary work mode ...

Page 355: ...LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Miscellaneous Telephony command returns the status of switch specific features Properties Miscellaneous command The feature or equipment that the status is requested for can be a literal or a field or variable The possible command values vary depending on the gateway see the Notes section ...

Page 356: ...iscellaneous command property If the status of a station is queried the equipment status is returned in the first multivalue and the extension specified in the command without the prefix is returned in the second multivalue For more information on these equipment types and the information Miscellaneous response The status of the feature or equipment can be a field or variable The possible response...

Page 357: ...nd Aspect CS Miscellaneous Command Prefixes Equipment Type Prefix for Command None N Station S Teleset I Trunk T Virtual agent V Table 8 5 Aspect and Aspect CS Miscellaneous Command Responses Response Code Description A Available to place a call I Idle E Error N Busy with an incoming call 0 Busy with a dialed call S Busy with an internal call ...

Page 358: ...o query the ACD split status specify 0 4011 where zero is the command number and 4011 is the split extension The EDGE verb APPEND VALUE can be used to format the data using the value mark The data requested by the command is returned using the following format data1_item1 data1_item2 data1_item3 data2 data3 V Vacant for example undefined inactive not signed on or off hook X Unavailable for example...

Page 359: ...Table 8 6 CV LAN Miscellaneous Command Status Information Value ASAI Feature Service Parameter Return Values Return Values Description 0 ACD Split Status ACD split agents on split available agents queued calls Returns the number of calls queued in the ACD split the number of agents logged into the ACD split and the number of agents available to receive calls 1 Call Classifier Query idle classifier...

Page 360: ...te Returns the talk state of an exten sion on call or idle 5 Third Party Call Audit Not supported 6 ACD Agent Login Audit ACD split active agent list Returns a list of agents currently active on the specified ACD split Eight extensions are returned per query 7 Date Time Query YY MM DD HH MM SS Returns the current date and time on the switch in the format YYMMDDHHMMSS Table 8 6 CV LAN Miscellaneous...

Page 361: ...on party ID extension Returns a list of party identifiers and extensions on a call 10 Extension Status Extension Domain type station type Returns the class of extension VDN ACD split announcement voice extension data extension ASAI or other and the type of extension analog BRI logical agent proprietary or no bearer capabilities 11 Station Message Wait ing Lamp Query Extension message lamp status R...

Page 362: ...en extension on off 13 StationCallForwarding Status Extension call forwarding status Returns the status of the Station Call Forwarding for the given extension on off 14 Internally Measured Data Query Not supported 15 Integrated Directory Database Query Domain type and extension Type of user extension of user name of device Returns the name corresponding to an extension number as defined in the swi...

Page 363: ...l table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Native command passes any specified command string to the telephony device The command that is sent is not validated by EDGE to ensure it is correct before it is passed to the dialer Properties Native com mand The command string to be passed can be a literal or a field or variable containing the native command string ...

Page 364: ... commands EDGEdial Plug in With the EDGEdial Plug in the Native command is supported to send commands to the dialer only Native commands are not sent to the PBX Gateway For example an agent can be logged off of the Dialer system using the commands AU and LO sent manually using the Native command The agent remains logged into the PBX Gateway such as Aspect or CV LAN The command must be a valid tele...

Page 365: ...re xxxx is the agent s workstation ID LO ANxxxx where xxxx is the agent s workstation ID Figure 8 1 Sample EDGEdial Manual Logout Logic Flow ALWAYS ASK with prompt enter the fd into fd ALWAYS COPY the value an into an ALWAYS APPEND to the end of an the value of fd store result in an ALWAYS COPY the value au pr2 into command ALWAYS APPEND to the end of command the value of an store result in comman...

Page 366: ...ct CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Open Campaign command initiates a predictive dialer cam paign Properties There are no properties specific to this command see Common Properties ...

Page 367: ...and or the Open Link to Hardware command unless the Open callset implicitly property on the Admin tab on the Callset page is not enabled When the campaign is successfully opened the predictive dialer responds with requests for telephone numbers to dial and if an agent is available the call processor begins dialing If the Auto startup property is enabled for the device and the set of telephony serv...

Page 368: ...Open Campaign Telephony Gateway Reference Manual 368 Call processor ID Initialize files ...

Page 369: ... Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Open Link to Hardware command starts the telephony servers For the Avaya PC module this command establishes a connection with the Proactive Contact server Properties There are no properties specific to this command see Common Properties ...

Page 370: ...teway Reference Manual 370 Notes If the Auto startup property in the Telephony Device is selected and the set of telephony servers is not running this command is called implicitly by Agent Logon or by Open Campaign to start the servers ...

Page 371: ...Path Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Put Records command sends one or more call events to the dialer based on the callset definition Properties There are no properties specific to this command see Common Properties ...

Page 372: ...urned to EDGE or con nected to an agent the call event is transferred out of the DIALER queue and the PDW_QUEUE file entry is deleted The following options set in the callset tab determine which call events to send to the telephony device From the Callset Admin tab Callback Time Limit Callset Mix Type Maximum Calls in Dialer Max Download size Minimum Calls in Dialer Packet Size Packet Size Type Fr...

Page 373: ...EIS 2 tab determine which call events to send to the telephony device Call Processor Records per agent Minimum Inventory request count Nuisance Rate Records per Agent The Put Records command is not typically used with the EIS dialer because the EIS dialer automatically requests call events from EDGE when it needs them ...

Page 374: ...allPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Put Records Unconditional command sends one or more call events to the dialer based on the verb command settings Properties Number of records to The number of records to send to the dialer can be a literal or a field or variable containing the number of records ...

Page 375: ...n the PDW_QUEUEn file When the call event is returned to EDGE or con nected to an agent the call event is transferred out of the DIALER queue and the PDW_QUEUE file entry is deleted The following options set in the callset tab determine which call events to send to the telephony device From the Callset Admin tab Callback Time Limit Callset Mix Type From the Callset Queues tab From Queue Limit Perc...

Page 376: ...vaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Redirect Call command allows a call at a station to be redirected to another station or ACD Properties Number to redirect The extension or ACD queue number to which the call is to be redirected ...

Page 377: ...can be a literal or a field or variable con taining the data The data is stored in the first multivalue position of TP DATA and the Receive misc data 1 property on the receiving station Send misc data 2 The data to be passed to another TELEPHONY com mand can be a literal or a field or variable containing the data The data is stored in the second multivalue position of TP DATA and the Receive misc ...

Page 378: ...CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Retrieve a Call from Hold command reconnects callers previ ously placed on hold to the agent who placed them on hold Properties There are no properties specific to this command see Common Properties ...

Page 379: ... calls placed on hold by either the Confer ence or the Start Consultation command CallPath Gateway For the CallPath Northern Telecom switch which does not support the Hold command this command is used to retrieve a call placed on hold by the Start Consultation command if the consultation fails ...

Page 380: ...Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Retrieve Call Information command retrieves information from the gateway regarding the status of a specified extension Properties Agent exten sion The extension of the agent can be a literal or a field or variable containing the agent s extension Store result in The location in which to store the extension s status can be a multivalued fie...

Page 381: ...identification of agent extensions on the call and a list of endpoint call states alerting call initiated connected held unknown for each of the calls present at the agent extension This command for example can be used to check the state of an extension before transferring a call to it CallPath Gateway The format of the status information is described in Table 8 7 Table 8 7 CallPath Gateway Status...

Page 382: ...n Avaya Proactive Contact When using Avaya Proactive Contact one of the following status codes will be returned 3 The number of calls with a status of alerting for the exten sion 4 The number of calls with a status other than hold alert ing or conference for the extension 5 The number of conference calls active for the extension 6 The number of conference calls on hold for the extension 7 The ANI ...

Page 383: ...orking on Job cur rently working with a customer record S70002 Job Agent is ready for a call working on Job Currently waiting for next customer record S70003 Job Agent has joined Job Currently available for work but not ready for next item S70004 Job Agent has selected a Job to work with but not yet available for work S70005 Agent is logged on but not attached to any job ...

Page 384: ... CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Retrieve IVR Data command retrieves data entered by a caller using the EDGE IVR Gateway For information on the Retrieve IVR Data command consult the EDGE IVR Gateway documentation ...

Page 385: ... out admin EIS Genesys Avaya Genesys Nortel TMI The Send DTMF tones command allows dual tone multi frequency DTMF tones to be sent while an agent is on an active call Properties Tones The DTMF tones to be dialed can be a literal or a field or variable containing the tones Can be any digit on the phone keypad including the pound key or aster isk A maximum of thirty two 32 characters can be specifie...

Page 386: ...Send DTMF Tones Telephony Gateway Reference Manual 386 Notes Not supported with Davox using a Northern Telecom switch ...

Page 387: ...V LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Send User Data verb gives the ability to pass a string of data to the Telephony Gateway and designate if the EDGE Telephony servers should wait for a response There is no validation by EDGE on the string being sent The verb is only used with the EDGE Genesys Gate way ...

Page 388: ...The data is structured as a list of data items formated as key value pairs with an optional data type parameter key name data type key value key name 1 data type 1 key value1 Each key value pair contains informa tion about a single value The data type parameter indicates whether the value is string 1 integer 2 or binary data 3 If you omit the data type parameter the parameter defaults to type stri...

Page 389: ... the logic Notes A new telephony event called User Event has been added to the list of events that can be monitored by EDGE Please see Chapter 10 Telephony Events In each key value pair parameters are separated by delimiters Multi ple key value pairs are separated by delimiters Wait for response Specifies whether the Send User Data command should wait for a Response from the Gateway The value can ...

Page 390: ...Send User Data Telephony Gateway Reference Manual 390 ...

Page 391: ...EDGEdial Plug in Aspect Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Set Callback command tells the dialer to schedule a callback for another date and time ...

Page 392: ...must match the format expected by the Avaya Proactive Contact Server which may be one of the following YY MM DD MM DD YY DD MM YY The second value indicates the time which must match the format expected by the Avaya Proactive Contact Server any may be one of the following HHMM A or P in 24 or 12 hour clock HHMM incremental time Number to dial The phone number to call back ...

Page 393: ...ony Gateway Reference Manual 393 Notes Avaya Proactive Contact If only a single digit is provided as the phone number then it assumed to be a phone index into the current customer record rather than an actual phone number ...

Page 394: ...aya Genesys Nortel TMI The Set Campaign Options command updates the campaign with the new values specified in the EDGE callset for some or all of the processing options currently in effect on the campaign The changes take effect immediately and remain in effect until the callset values are changed again and telephony device is updated with those changes Properties There are no properties specific ...

Page 395: ... when saving a callset The Set Campaign Parameters command is also performed when Yes is specified EIS Gateway The following callset properties are used to update EIS when this command is executed From the Callset EIS 1 tab Abandoned Call Ans Mach Detection Type Answering Machine Busy Campaign Type Changed Numbers Circuit Busy Enable Answering Machine Detection Invalid Number ...

Page 396: ... 396 Modem No Connects Number not in Service Rejected Record Rescheduled Dial Attempt Ring No Answer Unknown Number The following properties on the Callset EIS 2 tab are used to update EIS when this command is executed Suppress Campaign Out of Calls Message ...

Page 397: ...enesys Avaya Genesys Nortel TMI The Set Campaign Parameters command updates the campaign with the new values specified in the EDGE callset for the processing options currently in effect on the campaign The changes take effect immediately and remain in effect until the callset values are changed again and telephony device is updated with those changes Properties There are no properties specific to ...

Page 398: ...llset The Set Campaign Options command is also performed when Yes is spec ified EIS Gateway The following callset properties are used to update EIS when this command is executed From the Callset EIS 1 tab Billing Code Call Processor ID From the Callset EIS 2 tab Answering Machine Count Answering Machine Delay Busy Count Busy Delay Call Processor records per agent Minimum Inventory Request Count ...

Page 399: ...Set Campaign Parameters Telephony Gateway Reference Manual 399 No Answer Count No Answer Delay No Answer Time Nuisance Delay Nuisance Rate Records per Agent Rest Time ...

Page 400: ...TMI The Start Automated Telephony command executes an Open Link to Hardware command and sets an internal variable so the next time the agent routes to END he goes to INEND waits a default of four seconds then routes to Auto Receive The time to wait before rout ing is controlled by the variable AUTODELAY For more information on AUTODELAY see the EDGE 7 11 Developer Reference Manual Properties There...

Page 401: ... admin EIS Genesys Avaya Genesys Nortel TMI The Start Coach command connects a supervisor to an agent s exten sion allowing the supervisor to hear the phone call and assist the agent Properties Agent to coach The extension of the agent to be coached can be a literal or a field or variable containing the extension The extension must currently be moni tored by EDGE for example be in use by a agent ...

Page 402: ...Start Coach Telephony Gateway Reference Manual 402 Notes To coach an agent the agent performing the monitoring must be defined with supervisor permissions on the Davox system ...

Page 403: ...ial Plug in Aspect Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Start Consultation command places the original caller on hold and establishes a connection to a third party ...

Page 404: ...a literal or a field or variable containing the EDGE user ID The agent must be currently logged in or the con sultation is not attempted Send misc data 1 The data to be passed to another TELEPHONY verb command can be a literal or a field or variable containing the data The data is stored in the first multivalue position of TP DATA and the Receive misc data 1 property on the receiving station Not s...

Page 405: ...eceiving station Not supported with Davox using a Northern Telecom switch When using the EDGE Telephony Gateway for Genesys the data should be a string of key value pairs Purpose The action that will be taken following the consul tation can be one of the following Conference A Conference command will be executed to connect all three par ties Transfer A Transfer command will be exe cuted to disconn...

Page 406: ...pose specified in the command it will fail For example assume the Start Consulta tion command executes with the Transfer purpose If the Conference command is executed to add a third party instead of transferring the call to a third party the conference will fail This property is only used with CallPath Nortel and Genesys Avaya Gateways Location The Aspect CCT to execute with the phone num ber If t...

Page 407: ...r Aspect and Aspect Contact Server the Station to consult can be a five digit extension an external phone number or a CCT number To start a consultation using a specific CCT specify the CCT in the Location property This will be used to dial the phone number If not dialing with a CCT by default if the number is less than seven digits an internal phone line is used to dial the call if the number is ...

Page 408: ...sultation Telephony Gateway Reference Manual 408 Davox For Davox specify a null in the Station to consult property to con sult with the first available member of the supervisor group defined on the Davox system ...

Page 409: ...able Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Start Monitoring command begins the monitoring of an agent s calls Properties Extension to monitor The agent extension to be monitored can be a literal or a field or variable containing the agent extension or trunk line to monitor The trunk line to be monitored can be a literal or a field or variable containing the trunk line ...

Page 410: ... to an agent s station and hears all activity that occurs on that extension Only manual monitoring supports the monitoring of outside phone lines For more information on initiating and end ing monitor sessions consult your EIS documentation The following three types of monitoring can be initiated Manual monitoring This allows a manual connection to an agent s station for monitoring To begin monito...

Page 411: ...ecute the TELE PHONY Start Monitor command specifying the station to be monitored The barge in mode is always used this allows the monitor to contribute to the conversation being monitored This command cannot be used to monitor a specific outside phone line If this command is executed while already moni toring a station the monitor is switched to the newly speci fied station Remote monitoring This...

Page 412: ...Telephony Gateway Reference Manual 412 This command cannot be used to monitor an outside phone line If this command is executed while already monitoring a station the monitor is switched to the newly specified sta tion ...

Page 413: ... LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Stop Automated Telephony command executes a Close Link to Hardware command and sets an internal variable so that the next time the agent routes to END they go to the Call Center screen instead of Auto Receive Properties There are no properties specific to this command see Common Properties ...

Page 414: ...CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Stop Coach command terminates a coaching session started using the Start Coach command Properties There are no properties specific to this command see Common Properties ...

Page 415: ... CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Stop Monitoring command terminates the monitoring of an agent s calls Properties There are no properties specific to this command see Common Properties ...

Page 416: ...aya PC CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Transfer command sends a call voice only to another agent ACD group PBX or campaign Dialer and terminates the call for the originator of the transfer ...

Page 417: ...call is transferred to the third party Or operator ID The EDGE user ID to transfer to can be a literal or a field or variable containing the EDGE user ID The agent must be currently logged in or the transfer is not attempted This property is not used with Aspect and Aspect Contact Server Dialer dispo sition code The code to send to the dialer when a transfer is sig naled can be a literal or a fiel...

Page 418: ...irst multivalue position of TP DATA and the Receive misc data 1 property on the receiving station This property is not used with EIS and Davox using a North ern Telecom switch Send misc data 2 The data to be passed to another TELEPHONY verb com mand can be a literal or a field or variable containing the data The data is stored in the second multivalue position of TP DATA and the Receive misc data ...

Page 419: ...or screen but the Miscellaneous data arguments allow any data such as the call ID and the screen name to be transferred with the call This data can be used in logic to retrieve the appropriate data The Dialer Gateways support specifying a campaign as the destina tion of the transfer this sends the call to the longest idle agent in the destination campaign Aspect and Aspect Contact Server Gateway F...

Page 420: ... In this case there should already be two parties connected to the call and a CCT number is not needed If a CCT number is spec ified EDGE will attempt to add that CCT to the call which may result in disconnecting the previously associated caller EIS Gateway For EIS the agent is placed in an agent unavailable mode after this command is executed To enable the agent to take another call a Make Agent ...

Page 421: ...becomes available When the destination agent becomes available the transfer completes and the original agent is disconnected The agent is connected to one party and wishes to transfer the call to any agent on a different campaign The destination campaign must have been opened from EDGE and have at least one agent assigned In this scenario specify the destina tion campaign as the Station to be tran...

Page 422: ...til the Cancel Transfer com mand is executed TMI By default for TMI a blind transfer is emulated by first issuing a Start Consultation command then the Transfer command If your CTI sup ports a blind transfer you can change this by coding it for a blind transfer in your TMI server or setting attribute 581 in the TPHNY_INTF file should be set to null For assistance with modifying this file contact E...

Page 423: ...ll table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Update Dialer with Callset command updates the EDGE shared memory with any new information set in the EDGE Callsets tab If a callset queue is changed executing this allows EDGE to send calls based on the new definition There is no message sent to the dialer Properties There are no properties specific to this command see Common Pro...

Page 424: ...Reference Manual 424 Notes Execute this command only if the callset has changed If the callset options such as the abandon rate or pacing method were changed the Set Campaign Options and Set Campaign Parameters commands should be executed as well ...

Page 425: ...x Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Update Misc Data verb allows logic to change the data attached to the currently active call Combined with the Attached DataChanged event this verb allows for a form of data communica tion between two EDGE agents or an EDGE agent with another CTI enabled application connected via a voice call ...

Page 426: ...ce Manual 426 Properties Data The data that the call should be updated with Genesys miscellaneous data is formatted as a series of key value pairs see Miscellaneous Data Format for more information about how to format data for use with Genesys ...

Page 427: ...h Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Update Telephony Servers command updates the running tele phony servers with new options specified in the command When you are using the Genesys Gateway the Update Telephony Servers button on the Device tab performs the same function as the ...

Page 428: ...le con taining the maximum size in bytes Roll logfiles Specifies to immediately move the telephony log files can be a literal or a field or variable containing a Y For more information see Telephony Logs Server restart Not currently used Debug option flags Specifies which debug option flag should be turned on can be a literal or a field or variable containing the debug option flag number To determ...

Page 429: ...ssages to the switch log file 8 Log the Connect messages to the switch log file 16 Log TELEPHONY Put Record command mes sages to the guide log file For example to add logging for telephony device Con nect and Non Connect messages add 4 and 8 and enter 12 in this field Properties continued ...

Page 430: ...dial Plug in Aspect Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Davox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Voice Message command creates and manipulates pre recorded messages and conversation recordings ...

Page 431: ...s a recording Used with TMI only Play Subcommand Plays a recorded message Used with TMI only Record Subcommand Begins recording of an agent s conversation Used with the Davox gateway and TMI Resume Subcommand Resumes the recording of an agent s phone call after it has been paused Used with TMI only Retrieve Data Subcom mand Retained for backward compatibility Stop Subcommand Either stops playback ...

Page 432: ... can be a literal or a field or variable containing the recording ID Properties Recording ID The name of the recording can be a literal or a field or variable containing the recording ID User supplied data The record ID of a data record to be attach to the voice recording can be a literal or a field or variable containing the record ID of the data to be attached Properties Recording ID The name of...

Page 433: ...ing can be a literal or a field or variable containing the record ID of the data to be attached Properties continued Properties Recording ID The name of the recording can be a literal or a field or variable containing the recording ID Length of recording Retained for backward compatibility Beep Flag Retained for backward compatibility User supplied data The record ID of a data record to be attach ...

Page 434: ...ion Used with the Davox gateway and TMI Properties Recording ID The name of the recording can be a literal or a field or variable containing the recording ID User supplied data The record ID of a data record to be attach to the voice recording can be a literal or a field or variable containing the record ID of the data to be attached Properties Recording ID The name of the recording can be a liter...

Page 435: ... Message Telephony Gateway Reference Manual 435 Notes For the Davox gateway a Digital Recording server must be present on the Davox system The recorded phone calls can only be accessed from the Davox system ...

Page 436: ...ox Davox ext call table Davox w out admin EIS Genesys Avaya Genesys Nortel TMI The Wait for a Call command places the agent in a loop where the dialer is continually checked for any calls for that agent Properties Receive misc data 1 The location in which to store the data sent from the Send misc data 1 property in another TELEPHONY com mand can be a field or variable ...

Page 437: ...ll With automatic outbound or inbound telephony the Wait for a Call command is executed immediately after a Check for a Call command when the agent routes to the Auto Receive screen Receive misc data 2 The location in which to store the data sent from the Send misc data 1 property in another TELEPHONY com mand can be a field or variable Properties continued ...

Page 438: ... the field specified in the command These status messages actually originate from the gateway or the switch used with gateway A telephony command typi cally returns a zero indicating it completed successfully or a negative value indicating it failed The specific failure status codes depend on the type of telephony gateway use For a list of EDGE status codes see Table 8 9 for gateway specific statu...

Page 439: ...n for the communication failure The meaning of the error number can be viewed in the errno h file in the usr include sys directory As a response when there is a failure in the tpivr_server pro gram if using the IVR API consult the IVR Gateway documen tation for more information As a response when there is a failure in the tpserver program a violation of a constraint specified in the telephony devi...

Page 440: ... have the number to dial 1002 The set of telephony servers could not communicate with the telephony device Check the telephony logs for the system error number explaining the failure 1003 An invalid request to the set of telephony servers was received from XGUIDE 1004 A telephony command requiring a telephony device was issued but no telephony device was specified The telephony device can be speci...

Page 441: ...as been removed the message queue is full or some kind of UNIX system message queue limit has been reached 1008 The XGUIDE when trying to start the set of telephony serv ers was not able to obtain a semaphore lock Check the dae mon log for the system error number explaining the failure One possible cause is the UNIX system may be out of sema phores 1009 The specified telephony device ID through th...

Page 442: ... telephony logs for the system error number explaining the failure 1012 The agent has attempted to log in with an extension that is already in use by another agent 1013 The set of telephony servers could not allocate the required shared memory for an extension This error occurs if all of the allocated shared memory has been used for example as many agents are already logged in as there are extensi...

Page 443: ...EV TPHNY_INTF CALLSET Check the telephony logs to see which of these files cannot be opened The file may be corrupt or missing use the filecheck utility to check the file 1017 EDGE s telephony servers cannot read a record from one of these files TPHNY_DEV TPHNY_INTF CALLSET Check the telephony logs to see what record from which file cannot be read The file may be corrupt or missing use the fileche...

Page 444: ...e has been reached no more campaigns can be opened until the set of telephony servers is restarted 1023 The switch type index specified in the TPHNY_INTF record is not a recognized type 1024 Failed to start the set of telephony servers Make sure the sys tem telephony environment is clean that is the telephony shared memory semaphores and message queues are removed from the system and there are no ...

Page 445: ...r Care for assistance 1027 Nonmatching SCCS ID There is a version inconsistency between the telephony libraries and the telephony servers contact EDGE Customer Care for assistance 1028 Not currently used 1029 Invalid server number this indicates a telephony server num ber other than 0 99 has been specified for the device 1030 Nonmatching server ID The telephony server ID specified in the TPHNY_DEV...

Page 446: ...found in command requiring a call ID An empty call ID is passed in either Disconnect or Start Consultation where a call ID is required 1033 Campaign is not active A campaign related telephony com mand such as Open Campaign or Set Campaign Parameters finds the campaign is not active For ITC it is also possible to get this error from Open Link to Hardware 1034 The generic set of telephony servers is...

Page 447: ...log in with a workstation ID 1998 Dialer deassigned agent Used with ITC only When a Close Link to Hardware command was executed the agent was on a call therefore the ITC dialer did not process the command immediately This message is returned when the agent is no longer on a call and the ITC dialer executes the Close Link to Hardware command 1999 For Davox and EDGEdial indicates that the agent cann...

Page 448: ...g the agent or group to take each call The criteria for selecting the agent or group is set up in an EDGE task that is con verted to an EDGE server You can use any criteria that meets your business needs to select an agent or group You are provided with information from the switch about each incoming phone call and can use this information to select a desti nation agent or group for the call Frequ...

Page 449: ...pervisor or a foreign language speaker The host based routing can occur on a per project basis or from a single host based router server The host based router that pro cesses the call is determined from the Dialed Number Identification Service DNIS of the call which specifies what telephone number was dialed If high call volume is anticipated multithreaded host based routing can be turned on to al...

Page 450: ...t based router that pro cesses the call is determined from the Dialed Number Identification Service DNIS of the call which specifies what telephone number was dialed Host based routing can occur on a per project basis or from a single host based router server The process for each host based router server is called tphbr_server Each host based router server has the same name but a unique process ID...

Page 451: ...ak call time The multiple servers are not used unless call volumes dictate it and are automatically stopped as call volumes decrease therefore they do not take up significant addi tional server resources The following components support multithreaded host based rout ing servers Maximum threads Minimum threads and Thread timeout value properties to specify how many host based routing servers can be...

Page 452: ...st based router handles the call and passes a message to the appropriate host based routing server If this is the first call for the host based router the server is started If multithreaded host based routing is enabled multiple servers may start The switch server determines which host based router handles the call in the following order a Checks the DNIS of the call against the defined coded proj...

Page 453: ... is routed to a default extension or group as defined on the switch 3 The host based router server determines the appropriate agent extension or ACD group to send the call to by running the host based router task and sends a message to the guide server Note The agent or group can be selected using the ANI of the call or if using a Conversant VRU the ANI shared file data and any col lected digits 4...

Page 454: ...estination into the TP HBRDEST field For information see the section Create the Task 4 Specify the file access in the task then assemble the task and correct any errors 5 Convert the host based router task to a host based router server For more information see the section Create the Server Note The Aspect Gateway uses Call Control Tables CCTs to alert EDGE that a call should be handled using host ...

Page 455: ...epending on the gateway and its configuration the information provided to the host based router task may include the following for definitions of these items see Appendix A Glossary Automatic Number Identification ANI Switch call ID Collected digits and shared file data if a Conversant VRU is used DNIS II digits VDN Copy the route destination desired into the system variable TP HBRDEST to route th...

Page 456: ...a route destination is not specified the gateway decides where to route the call To display the task definition page select the following EDGE or a project Task area A sample host based routing task is shown in Figure 9 1 For more information on tasks see the EDGE 7 11 Developer Reference Man ual ...

Page 457: ...ver The host based router server is created from the host based router task Host based router tasks can be converted to a server at the EDGE or project level The process created for each host based router server is called tphbr_server Each host based router server has the same name but a unique process ID The host based router server is ...

Page 458: ...ample usr SOFTSELL bin There can only be one host based router server per project Each time the Make Host Based Router command is run the existing host based router server in the bin directory is overwritten To convert a host based router task into a server select the follow ing EDGE or a project Task area A page similar to the following is displayed ...

Page 459: ...ke Host Based Router button The Make Host Based Router button is not enabled unless the task has been successfully assembled Note It is strongly recommended that standard error be set before run ning the Make Host Based Router Server option because there is no message returned to the screen indicating if tphbr_server was successfully created To set standard error on EDGE Developer ...

Page 460: ...ting Telephony Gateway Reference Manual 460 select Setup from the File menu then specify the file in the server trace and check the Start server trace checkbox When the Make Host Based Router command is used the EDGE task is converted to a server ...

Page 461: ...appened to the call or agent For example disconnecting a call by hanging up the telephone handset would generate a disconnect message For a list of tele phony events that can be monitored for each gateway see Table 10 1 Telephony events are composed of solicited and unsolicited events Solicited telephony events are triggered by EDGE For example using the TELEPHONY verb in EDGE to disconnect a call...

Page 462: ...DGE project The developer can monitor unsolicited telephony events related to the call or agent state and attach actions or logic flows to the events Note To use event monitoring with Aspect the optional module Event Bridge is required EDGE uses a telephony event handler function that is called every second upon the receipt of a SIGALRM that checks shared message queues to see if an event has been...

Page 463: ...E Event Aspect Aspect Contact Server CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Genesys Avaya Genesys Nortel TMI Agent Agent available Agent idle Agent inbound implicit Agent inbound explicit Agent logged on Agent logged off Agent make busy Agent wrap up Call Attached data changed Call alerting Ö Ö ...

Page 464: ...or example if using EDGEdial for Aspect the telephony events for Aspect are supported Call connected Call disconnected Call held Call retrieved Call transferred Conferenced User Event Table 10 1 Telephony Events by Gateway continued EDGE Event Aspect Aspect Contact Server CallPath Avaya CallPath Nortel CallPath ROLM CV LAN Genesys Avaya Genesys Nortel TMI ...

Page 465: ...l 465 Setup EDGE can be set up to monitor changes in call and agent states To enable the monitoring of telephony events select the following EDGE Telephony area Device tab When you add or modify a telephony device a page similar to the following is displayed ...

Page 466: ...ephony Events Setup Telephony Gateway Reference Manual 466 To set up telephony event monitoring check the Telephony events check box on the General tab This enables the Telephony Events tab Check this box ...

Page 467: ...s section includes the following Assign Actions to Telephony Events Assign Logic Flows to Telephony Events Assign Actions to Telephony Events Telephony event monitoring allows actions to be specified for unso licited agent and call status changes that occur while the agent is outside of a project For example if an agent receives a telephone call while on the Auto Receive screen the agent could aut...

Page 468: ...f a project Ignore the telephony event Route to the Project Selection screen Route to a specific project Unsolicited telephony events can occur at almost any time there fore the logic and action selected as a reaction to the event should attempt to take into account where the agent might be in EDGE Cli ent at the time of the event Good logic flow and telephony event action design is essential for ...

Page 469: ...anual 469 To select the telephony events you want to monitor select the fol lowing EDGE Telephony area Device tab add or modify Telephony Events tab To activate any monitoring changes the EDGE telephony servers must be restarted The Telephony Events page is similar to the following ...

Page 470: ...nitor Telephony Gateway Reference Manual 470 Properties Action The action to invoke when a monitored telephony event occurs can be one of the following Ignore Monitors the event but takes no action Check this property for each event to be monitored ...

Page 471: ...s the telephony events that can be monitored Which events are available is gateway dependent See Table 10 1 for a list of telephony events that can be mon itored for each gateway Note When a third party is added to a call using Start Consultation or Conference the connect event is a solicited not unsolicited event Monitor If checked the event is monitored by EDGE Project The project to route to wh...

Page 472: ...nts or events that are triggered by EDGE For example if an agent transfers a call using a command button the call transferred event logic will not be activated since the event was solicited by EDGE Logic flows are invoked as soon as a change in the status of an agent or call occurs If the agent is in the middle of executing a logic flow the event logic is executed as soon as the current logic flow...

Page 473: ...nt Lists the telephony events that can be monitored The events available are gateway dependent See Table 10 1 for a list of telephony events that can be monitored for each gateway Logic The name of the logic flow to invoke when the tele phony event occurs Telephony device ID The telephony device being used ...

Page 474: ...s are solic ited or unsolicited The Disconnect event is always considered solicited if it occurs after an agent executes one of the following commands Agent Logoff Agent Logon Conference Disconnect Disconnect Alternate Transfer Table 10 2 Telephony Event Scenarios Event Message Event Description Original Agent Called Party Third Party Alerting EDGE agent is on a call and receives a new call Yes un...

Page 475: ...nnect Third party disconnects from a con ference call Third party is an EDGE agent No No Yes solicited Disconnect An agent is on a call and a new call is routed to them the new call dis connects before the agent answers it Yes unsolicited Connect An agent retrieves a call from hold Yes solicited No Connect An agent starts a consultation with third party Third party is an EDGE agent No Yes unsolici...

Page 476: ...store messages received and sent by the tele phony servers These files are called telephony logs and are discussed in the section Telephony Logs EDGE c tree files that store configuration and processing information These files are discussed in the section EDGE Files Used by Telephony The EDGE Telephony Gateway also uses telephony specific SYS Fields to present data to agents in the guide Certain E...

Page 477: ...named TPLOG This file can be reported on using Ad Hoc Reporting This allows some telephony reporting to be done from EDGE however due to the large number of file updates that occurs this can slow the EDGE sys tem and possibly delay screen pops For setup information see the section Reporting Tab For the file layout of TPLOG see Appendix B File Layouts The UNIX telephony log files by default are loc...

Page 478: ... the TELEPHONY Update Telephony Servers command for the currently running generic set of telephony servers First time moved The log file is moved to a file of the same name but with a dot one 1 appended For example guide log0 becomes guide log0 1 Second time moved The log file is moved to a file of the same name but with a dot two 2 appended For example guide log0 becomes guide log0 2 Third time m...

Page 479: ...art alt_dbase log0 Contains messages handled by the secondary database server if this option is turned on in the telephony device dbase log0 Contains messages sent and received by the data base server These messages relate to accessing the EDGE database files For PBX Gateways using inbound calling this log contains only information on the device setup properties ds account log0 Contains messages p...

Page 480: ... host based router has its own log file is a sequential thread number assigned to each HBR server for each account when the server starts account specifies the EDGE account from which the host based router was created 0 indi cates the telephony server number assigned to the device associated with the server If you have multiple gateways on the same server you will use multiple telephony server num...

Page 481: ...rcv log0 Contains messages received from the IVR Gateway to be passed to the guide server This log only used with the IVR Gateway ivrsnd log0 Contains messages sent to the IVR Gateway from the EDGE IVR server via the switch server This log only used with the IVR Gateway msg log0 Contains a copy of the structure of each message left in the message queues when the telephony servers are stopped If th...

Page 482: ...DGEdial Plug in EDGEdialsnd log0 Contains messages sent to the AIT Dialer These messages may be relayed from CV LAN regarding the status of a dialed call or from a telephony server regarding a command such as Make Agent Available This log only used with the AIT EDGEdial plug in stat log0 Contains summary statistics for each type of com mand executed For example it contains the num ber of connects ...

Page 483: ...is started tpunison log0 Contains messages sent from the tpun_server to the switch server and messages received by tpun_server from the guide server This log only used with the Davox Gateway tpadmin log0 Contains all messages sent and received by the tpadmin server This includes all administrative type requests such as open campaign messages request for calls messages and campaign state messages T...

Page 484: ... file To provide a complete picture of what occurred with a call or request the agent s standard error is required in addition to the xlog file Syntax xlog options wsapi thread logs agentext agentID Contains all messages sent and received by each agent using the WSAPI interface There is one log per agent login The filename is the agent extension concatenated with the agent ID separated with a peri...

Page 485: ... xlog file for example guide log0 and switch log0 m mm dd The start date in the format mm dd for example 06 05 for the June fifth If this property is not specified the current date is used n mm dd The end date in the format mm dd for example 06 05 for June fifth If this property is not specified the current date is used o output_file The filename for the summary xlog file If a filename is not spec...

Page 486: ...ned using the Dialer Status command from the Tele phony area Not used with the PBX Gateways ISDNINDEX The ISDNINDEX file contains a record for each coded project selec tion defined using the Coded Project command from the Telephony area Not used with the Dialer Gateways PDW_QUEUEn The PDW_QUEUEn file contains a record for each call event that has been transferred to the dialer and has not been con...

Page 487: ...uickly becomes fragmented This file should be periodi cally compacted to prevent it from growing too large PDW_XFER The PDW_XFER file contains the additional data that is passed to the EIS dialer with a call as defined in the Transfer tab from the Tele phony area Not used with the PBX Gateways STATUS The STATUS file contains the current status of all call events Data stored in the STATUS file keep...

Page 488: ...e of the monitored event the name of the event logic project level and the name of the route to project sys tem level Only used with telephony events TPHNY_INTF The TPHNY_INTF file contains a record for each enabled telephony module TPLOG The TPLOG file contains a record for each inbound call on a moni tored extension whether connected to an agent or disconnected before reaching an agent Logging t...

Page 489: ...ds SYS field Notes AVAIL CAMPAIGN Only used with the Dialer Gateways CAMPAIGNID Only used with the Dialer Gateways ISDNCALING ISDNCALLED ISDNOTHER TP ACDGRP Not used with the Aspect Aspect CS Gateway TP AGENTSTATUS Only used with telephony events TP AGENTTYPE Only used with the Genesys Gateway TP ALTNAME Only used with the PBX Gateways TP ANI TP AVAIL Not used with the Aspect Aspect CS and EIS Gat...

Page 490: ... oldest data is dis carded TP CALLID TP CALLSET Only used with the Dialer Gateways TP CALLSTATUS Only used with telephony events TP DATA TP DEVICE TP DIGITS Not used with the Dialer Gateways Not used with the Davox Gateway TP DNIS TP HBRDEST Only used with the PBX Gateways TP II_DIGITS Only used with the CallPath and CV LAN Gate ways TP IMITATE TP IMPLICITAVAIL TP IMPLICITUNAVAIL For Davox set thi...

Page 491: ...used with the Rockwell Gateway Obsolete Retained for backward compatibility TP SWLOGIN Only used with the Aspect Aspect CS and Davox Gateways TP SWNUM Only used with the Rockwell Gateway Obsolete Retained for backward compatibility TP SWPASS Only used with the Aspect Aspect CS and Davox Gateways TP SWSUPNUM Only used with the Rockwell Gateway Obsolete Retained for backward compatibility TP UNAVAIL...

Page 492: ...Files Fields and Screens SYS Fields Telephony Gateway Reference Manual 492 UNAVAIL WAITCALLDT WAITCALLTM WSID Table 11 1 EDGE Telephony SYS Fields continued SYS field Notes ...

Page 493: ... this screen is displayed in place of END for a default of 4 seconds before automatically returning the agent to Auto Receive This screen is display only no buttons or function keys are enabled Call Center INWAIT Screen displayed while an agent is waiting for the next automated inbound call The agent is automatically routed to this screen when using the Built in Functionality Auto Receive If durin...

Page 494: ...erence Manual PDINWAIT Screen displayed while an agent is waiting for the next call Typically used with predic tive dialing Auto Dial The agent returns to Auto Dial instead of Auto Receive if the last telephony action performed in the guide involved dialing a call for example a consultation The guide will perform identically to waiting on Auto Receive Table 11 2 EDGE Screens for Telephony continue...

Page 495: ...lephony middle ware component this includes Genesys and CV LAN It is not possible to configure redundancy when EDGE has a direct con nection to the switch The EDGE telephony server attempts to connect to the backup server only once without retries EDGE telephony servers will shut down if the backup server is not available when the EDGE telephony server attempts to connect to it When the primary se...

Page 496: ...ion information and connects to the backup server Then the guide server spawns a new switch server because the guide server and switch server need to share the same connection to the telphony server To recover the state of calls and make the communication reset transparent to agents the guide server re registers agents VDNs and Automatic Call Distribution ACD groups ...

Page 497: ...mary Server and that the second internet address or hostname identifies the backup Server For setup details see General Tab Using the Connection tab for the telephony device add or modify the TCP port assignments for the primary and backup Servers as shown in Figure L 2 Identify two ports EDGE assumes that the first port identifies the primary Server and that the second port identifies the backup ...

Page 498: ...Redundant Servers Telephony Gateway Reference Manual 498 Note Redundancy will not work correctly if the backup Server is started after the primary Server goes down 4 Start the EDGE telephony server ...

Page 499: ...Redundant Servers Telephony Gateway Reference Manual 499 Figure L 1 Defining Primary and Backup Server Addresses or Host Names Primary Genesys T Server Backup Genesys T Server ...

Page 500: ...Redundant Servers Telephony Gateway Reference Manual 500 Figure L 2 Defining Primary and Backup Server TCP Ports Primary Genesys T Server Backup Genesys T Server ...

Page 501: ...he backup Server At this time the EDGE telephony server writes the following entries to the EDGE switch log file Reset communication Switch server is shutting down When the EDGE telephony server establishes a connection with the backup Server the EDGE switch log file will contain additional entries about the new connection such as agent extension registration VDNs and ACD groups ...

Page 502: ...roblems If you are not able to resolve your problem with the information pro vided here contact EDGE Customer Care When calling for assistance it is helpful to provide the following information Extension and Operator ID of agent experiencing problem Time that the problem occurred Description of any items that may have changed on your sys tem around the time the problem began The Telephony Logs for...

Page 503: ...stance with modifying the profile contact Pitney Bowes Customer Care Setting EDGE Client Trace To set the EDGE client trace for an agent perform the following steps 1 On the agent s PC edit the EDGEO INI file 2 Add the following to the end of the EDGEO INI file debug trace Y hostDebugFile tmp tphny err where tmp tphny err is your own host debug filename and path Note If there is already a debug se...

Page 504: ...e file located in EDGE exec EDGESYS bin starthere UPDDVR EDGE L 2 dev null exec EDGESYS bin starthere UPDDVR EDGE L 2 HOME tmp err 2 Move the number sign that indicates the second line is a comment to the first line The two lines should appear as fol lows exec EDGESYS bin starthere UPDDVR EDGE L 2 dev null exec EDGESYS bin starthere UPDDVR EDGE L 2 HOME tmp err 3 Log out of EDGE and then log back ...

Page 505: ...1 Ensure there are no agents logged into EDGE in telephony mode using a workstation ID One method to determine this is to check for XGUIDE processes however if agents are using the guide without telephony they will also be using XGUIDE pro cesses so only kill those XGUIDES that are appropriate 2 Verify whether the EDGE telephony servers are running using a command such as ps ef grep tpserver 3 If ...

Page 506: ...cs processes using the command ipcs a grep aba 6 Remove any telephony ipcs processes using the command ipcrm q s m process ID 7 Optionally restart any telephony middleware such as the EIS CMG server or the CV LAN PC Make sure to restart the tpas_server process on the CV LAN PC if necessary 8 Login agents in small groups to see if they are now able to use telephony mode Note The commands ps ipcs an...

Page 507: ... processes and if possible stop them The database server is too busy processing queue transfers To correct this enable the secondary database server to pro cess the queue transfers and restart the telephony servers This frees up the database server to quickly process the con nections Agents Are Not Receiving Calls Dialer Is Idle The agents are not receiving any calls and the dialer is idle The fol...

Page 508: ...orrect this create a DIALER queue For information see the section DIALER Queue Setup There is a corrupt EDGE file such as STATUS queues or PDW_QUEUE These are the files involved in sending calls to the dialer To correct this use the filecheck utility to check each of these files and correct using the FIXFILE utility when there are no users on the system For information on the FIX FILE and filechec...

Page 509: ...at callset completely To correct modify the callset so the specified percentages for the queues add up to 100 Agents Receive Voice and Not Data The agents are receiving the voice portion of calls but not any data The agent remains on PDINWAIT The following are possible rea sons The STATUS file is corrupt or the record for the call was manu ally manipulated and cannot be located or accessed To cor ...

Page 510: ...llocate Virtual Agent in the switch log The following are possible reasons The Aspect Outbound Application Integration option is not installed Verify that the telephony device contains the correct informa tion by DUMPing it from ACL Line 55 should contain the fol lowing 5 1 2 4 N YYYYYYYYYYNNNNNNNNNN YYYYYNNNNN EDGEdial Error 1014 Unable to Open Campaign With EDGEdial agents in EDGE Client cannot ...

Page 511: ...ut and log back in using the cor rect ACD group Agents Receive Calls Without VRU Data An agent is receiving inbound calls but the IVR data is not populated in TP DATA The following are possible reasons The VRU port for the call is not monitored by EDGE The VRU ports are specified in the telephony device file Typically the ALERTING message does not appear in the data server log file when this is th...

Page 512: ...th sys tem and restart the system if it is not running More informa tion on the status of the CallPath communications can be found using the CallPath trace facility and error logs Agents Are Not Able to Dial Outbound Calls The agents are able to receive inbound calls but cannot make out bound calls using the Dial command This typically occurs on the Northern Telecom switch with CallPath if the age...

Page 513: ...assigned Calls are typically routed to groups of agents classified by the agents skill sets or job assignments instead of individual agents Adjunct Switch Application Interface The name of the API utilized by the CV LAN PC Abbreviation ASAI Agent An EDGE operator using CTI Agent station Workplace for an EDGE operator consisting of a tele phone and a computer terminal ...

Page 514: ...n Aspect option that provides more features to inbound and outbound Aspect CallCenter applications The EDGE Telephony Gateway for Aspect requires the Application Bridge API See Application Programming Interface Application Programming Interface A set of callable functions that provides an easy to use tool to perform call processing from software applications such as EDGE Abbreviation API ASAI See ...

Page 515: ...allows for automatic customer file recall for telephone sales people and routing calls to the proper agent Automatic Number Identification The phone number from which a call originated The phone that dialed the call Abbreviation ANI Available Mode The method of specifying an agent is ready to take calls Typically there are two options for PBX Gateways agents can be made available automatically by ...

Page 516: ...Card An interface card that can be added to a Avaya Definity switch to enable it to perform tone detection on dialed calls Required with CV LAN and the EDGEdial plug in Call Control Table The Aspect tables or programs that control the routing of inbound and outbound calls Call control tables are typi cally built by the Aspect system administrator and are required with the EDGE Telephony Gateway fo...

Page 517: ...se the records to be called A callset is equivalent to a predic tive dialer campaign CV LAN PC A computer connected to the switch that runs an API server to control call processing such as routing inbound calls to agents via its ACD functionality and controlling outbound calls CV LAN Server The tpas_server provided with the EDGE Tele phony Gateway that is used to communicate between the generic se...

Page 518: ...digits Data retrieved from a caller using an IVR system Also used to specifically refer to the Avaya ASAI data field in which data can be stored for reference by the switch for example in multi ple passes through and IVR system Displayed in EDGE in the TP DIGITS field if supported Computer Telephony Integration Technology created when tele phony is combined with computing Describes a wide range of...

Page 519: ...uter Telephony Integration D daemon log0 The telephony log that contains messages sent and received during the startup and shutdown of the telephony servers Data server The data server is an IPC server that can be optionally enabled to process the passing of information from a conversant VRU to an EDGE agent A conversant VRU collects information from the customer using the touch tone keypad on the...

Page 520: ...ver queue UNIX message queue that sends messages received from the switch server or the guide server to the database server Davox Gateway servers Additional servers used by the EDGE Tele phony Gateway for Davox to communicate between the Davox Uni son system and the EDGE telephony servers These may include the tpadmin server the tpwsapi server and the tpun_server dbase log0 The telephony log that ...

Page 521: ...oth PBX and Dialer Gateways DIALER queue The EDGE queue to which all calls that are to be dialed by a predictive dialer are transferred They are removed from the DIALER queue when connected to an agent returned to EDGE as a non connect or by the REQUEUE process if neither occurs DN See Directory number DNIS See Dialed Number Identification Service DRF See Dynamic record feed ds account log0 The te...

Page 522: ... plug in for the EDGE Telephony Gateway that provides a software based predictive algorithm solution that con trols all call activities in a predictive dialing environment The AIT EDGEdial Plug In integrates a predictive dialing algorithm software with a PBX hardware to provide call functionality for both inbound and outbound environments EIS Call Processor Specialized hardware provided by EIS tha...

Page 523: ...bution ACD groups The ACD group allows multiple agents to be associ ated as a single unit so calls can be directed to a pool of operators instead of an individual when appropriate EDGE supports CV LAN with DEFINITY switches configured either with or without EAS Abbreviation EAS Extension The telephone extension of an agent typically specified as part of the workstation ID G Generic set of telephon...

Page 524: ...y sending messages to the tele phony server Guide server queue UNIX message queue that sends messages received from the XGUIDE to the guide server H HBR See host based routing hbr account log0 Contains messages processed by the host based router server This log contains a message for each call routed to an operator using the host based router Each host based router has its own log file the account...

Page 525: ...exactly one host based router server created for each project Host based router server queue The UNIX message queue that holds messages received from the switch server for the appropriate host based router server I IBM Direct Talk 6000 VRU The VRU produced by IBM that inter cepts inbound calls to collect more information from the caller by asking questions that can be responded to using the teleph...

Page 526: ...from the caller by asking questions that can be responded to using the telephone touch tone keypad EDGE supports many IVRs using the IVR Gateway It also sup ports a plug in for the Avaya Conversant VRU For more information see the EDGE IVR Gateway Reference Manual and the EDGE Conver sant VRU Plug in Reference Manual Abbreviation IVR IVR See Interactive Voice Response IVR Server An IPC server that...

Page 527: ... on the Avaya Definity switch associ ated with the CV LAN PC For the EDGEdial plug in this extension must be defined in the trunk group definition Logs or log files The place where the messages used to communi cate between the agent and gateway and vice versa are written Log files are intended to provide a complete picture of all of the tele phony gateway activity that is occurring For example whe...

Page 528: ...e queues These can be used to check the number of mes sages stored in each queue in case there are overflow or message queue full errors msg log0 The telephony log that contains a copy of the structure of each message left in the message queues when the telephony serv ers are stopped If there are no messages left there is only a log entry indicating the removal of each message queue Multithreaded ...

Page 529: ...running different operating systems Abbreviation NFS NFS See Network File System Non connect A dial attempt that is not answered by a person Nuisance rate The number of calls that is acceptable to connect and not have an available agent These calls are known as nuisance calls and typically the predictive dialer disconnects upon determin ing there is no agent to take the call This results in the cu...

Page 530: ...to distinguish among processes of the same name The UNIX ps command provides a listing of processes and their associated PIDs Predictive dialing An automated method of making outbound calls and passing connected calls to agents Predictive dialing frees agents from time spent pulling up and reviewing a record dialing the phone number then potentially listening to rings encountering a busy signal or...

Page 531: ...hat are currently at the dialer R REQUEUE An ACL utility that allows you to transfer all calls from the DIALER queue to the calls source queue This utility is designed to clean up the dialer queue when a campaign has closed and some calls remain in the DIALER queue requeue_log0 The telephony log that contains information on the result of the REQUEUE process Used with predictive dialers only Ring n...

Page 532: ...ion An RS232 line connecting two machines Server based routing See host based routing Shared file The file that holds the data to be shared between EDGE and the Conversant VRU This file is specified in the EDGE telephony device and in the Conversant VRU setup The file is typically an Ora cle file but can be any file type that is supported by both EDGE and the Conversant VRU The file must exist in ...

Page 533: ...call Switch call ID The identification number associated with a call by the telephony switch so the call can be differentiated from other calls on the switch The EDGE telephony servers track the call ID while the call is active Switch server A member of the generic set of telephony IPC serv ers Processes responses from the telephony device Switch server queue UNIX message queue that sends messages...

Page 534: ... to follow different paths depending on which occurred T Telco SIT See Telephone company special information tone record ing Telephone company special information tone recording A recording that is generated by the telephone company when a call cannot be completed due to reasons that the telephone company can explain These are messages such as notification of changed tele phone numbers and all cir...

Page 535: ... Gateway to communicate between the EDGE CTI layer and a third party telephony device Abbreviation TMI Telephony server Passes messages via UNIX message queues and UNIX shared memory between EDGE and the telephony servers and between the telephony servers and the telephony device Telephony server number A number from zero to 4096 that uniquely identifies each set of telephony servers running concu...

Page 536: ...th the EDGE Telephony Gateway for Aspect the type of phone used should be specified for each agent Termination codes Character sequences created on a Davox sys tem to perform defined functions TMI See Telephony Messaging Interface TMI server The server used by the Telephony Messaging Interface to communicate between the third party telephony device and the EDGE telephony servers This server must b...

Page 537: ... campaign tpas_server The server process for the CV LAN server tpdb_server The server process for the database server tpds_server The server process for the data server used for the Conversant VRU interface tphbr_server The server process for the host based router server tpsd_server The server process for the AIT EDGEdial Plug in server tpserver The server process for the guide server and the swit...

Page 538: ...le containing all messages received by the Davox master tpwsapi server from the tpun_server tpwsapi The server process for Davox wsapi requests from the tpun_server It also functions as the master wsapi server starting a server thread for each agent when required Trunk access code The number used to access a trunk group from a phone frequently set to 9 for outbound dialing Abbreviation TAC Trunk g...

Page 539: ... call associated with a Davox application Unison system The administrative software on the Davox system Unsolicited telephony event Events that occur at the gateway that EDGE is made aware of User to user data Data passed with a call to an agent in an ASAI API field called uudata This is supported only with Avaya Definity switches The data can originate outside of EDGE typically with an inbound ca...

Page 540: ...ent an queue another VDN or an IVR system On some IVR systems choices are associated with VDNs Abbreviation VDN Voice Response Unit A CTI technology that intercepts inbound calls to collect more information from the caller by asking questions that can be responded to using the telephone touch tone keypad Abbreviation VRU VRU Voice Response Unit See Voice Response Unit W Winset The Aspect option th...

Page 541: ...ommands that are executed from the guide by agents Xlog A command that creates a single log file from multiple tele phony log files for a specified time frame This utility is provided with the EDGE Telephony Gateway to facilitate troubleshooting A time frame and the relevant log files are specified and xlog sorts the entries from each log file into order by date and time and writes them to a singl...

Page 542: ...phony Gateway Reference Manual 542 B File Layouts Overview This appendix lists layouts for records in the following files CALLSET DIALER_STATUS ISDNINDEX PDW_QUEUE PDW_XFER STATUS TPHNY_DEV TPHNY_INTF TPLOG ...

Page 543: ...callset characteristics as well as the queues and the projects used in the callset Table B 1 CALLSET File Layout Field Position Description 1 The nuisance rate 2 The nuisance delay 3 The no answer time 4 The no answer count 5 The no answer delay 6 The busy count 7 The busy delay 8 The rest time 9 The packet size type can be one of the following 1 Determined by the download request 2 Use packet siz...

Page 544: ... phone number to be dialed 15 The callback time limit This flag has an effect only on queues that have the callback flag set 16 Not currently used 17 The force suspension flag EIS only 18 The logoff on suspend flag EIS only 19 Minimum Maximum calls This multivalued field contains two values the first value position is the maximum number of calls and the second value position is the minimum number ...

Page 545: ...se of campaign returns all of the calls back from the dialer 25 Not currently used 26 Alternate dial enable This field determines whether or not an alternate phone number will be used in this callset or whether enhanced dial mode is used Possible values are Y Standard alternate dialing is being used E Enhanced alternate dialing is being used N Alternate dialing is not being used 27 28 Not currentl...

Page 546: ...ts EIS only 39 How to handle unknown numbers EIS only 40 How to handle numbers not in service EIS only 41 How to handle circuit busy EIS only 42 How to handle modems EIS only 43 How to handle ring no answers EIS only 44 How to handle busy calls EIS only 45 How to handle abandoned calls EIS only 46 How to handle rejected records EIS only 47 How to handle invalid numbers EIS only 48 How to handle re...

Page 547: ...dditional call processor records per agent EIS only 56 Minimum record inventory EIS only 57 Suppress campaign out of call message EIS only 58 Use the RB message instead of the RT message EIS only 59 Not currently used 60 The hold timeout 61 Misc A catch all field For ITC it will be callset parameters 62 Results campaign options This multivalued field contains options specific to the RESULTS dialer...

Page 548: ...e no answer numeric 0 9 009 Connect to attempt ratio T or D default is T 010 Connect to attempt numeric 0 9999 or 0 99999 011 Accounting code prefix numeric 0 9999999999 012 Accounting code suffix numeric 0 9999999999 63 InterVoice Campaign Options This multivalued field contains options specific to the InterVoice dialer It contains 21 values 001 Campaign type F or C default F 002 Ring no answer t...

Page 549: ...ns 8 subvalues The dialer will prefix each of the subvalues with the number of the subvalue for example SV1 3333333 server will send 13333333 001 008 MAP numeric 0000000 9999999 006 Time zone table name alphanumeric 007 Trunk route table name alphanumeric 008 Maximum outbound line limit numeric 1 999 009 Maximum agent limit numeric 1 999 010 Script ID alphanumeric not used after release 10 011 Cal...

Page 550: ...ization target 0 100 default 80 019 Mean hold time 0 default is 5 020 Number of casual agent redial attempts 0 10 default is 0 021 Pacing drop adjustment Y or empty default empty 64 InterVoice campaign options call type can be one of the fol lowing 2 3 Predictive Hold Predictive Drop 65 InterVoice casual agents This multivalued field is a multi sub valued field as well There is a maximum of 200 va...

Page 551: ...n Used with Davox and TMI 69 Davox Gateway Campaign options 70 Starting index entry This field holds an index of phone num bers in the alternate dial list and determines which number from the list will be sent to the dialer on an original call Used with enhanced alternate dialing only 71 Callset default alternate dial type Used with enhanced alter nate dialing only 72 Callset default callback time...

Page 552: ...Edial to reschedule the call to be dialed again notify EDGE 2 Allow EDGEdial to reschedule the call to be dialed again do not notify EDGE 76 EDGEdial abandon count the maximum number of times to redial a call that was abandoned 77 The number of minutes to wait before redialing a call that was classified as an abandoned call for the EDGEdial plug in 78 EDGEdial answering machine count the maximum n...

Page 553: ...no answer busy and SIT tones 83 EDGEdial abandoned call delay the number of seconds before the dialer hangs up on a called party when no agent is avail able 84 EDGEdial estimate talk The estimated length 1 to 20 minutes of the conversations between agents and customers 85 The answer mode and AMS_DELAY options for EDGEdial for Aspect and Aspect CS 86 The ANS_MAP options to determine if a call is se...

Page 554: ...ect name 002 n File name alphanumeric max 14 Name of the file to use in building the records that are sent to the dialer 003 n Export record layout ID ID of the export record lay out in the PDW XREF LAYOUT file this record describes how to extract the data from the record returned by the dialer 100 x One field for each queue defined in the callset Queue Defini tion contains the following values 00...

Page 555: ... 007 Default callback delay Dialer or 0 008 Alternate dialing Has two subvalues as follows 001 Default alternate dial type can be one of the following E Allow EDGE to reschedule the call using default callback delay F Use the value in the callset level alternate dial type used with enhanced alternate dialing only N Do not use an alternate phone num ber Y Send the alternate phone number to the dial...

Page 556: ...lter nate phone list if the end of the list has been reached do not wrap back to the first number S Dial the starting index number W Dial the next number in the alter nate phone list if the end of the list has been reached wrap back to the first number 009 Destination queue information Has five subvalues as follows 001 Status code 002 Destination queue 003 Callback delay Table B 1 CALLSET File Lay...

Page 557: ...File Layouts CALLSET Telephony Gateway Reference Manual 557 004 Result 005 End queue Used with enhanced alternate dialing only Table B 1 CALLSET File Layout continued Field Position Description ...

Page 558: ... status record The data depends on the information specified when the dialer status code is created Each record contains the following fields Table B 2 DIALER_STATUS File Layout Field Position Description 1 The status code 2 Device type corresponds to name of a record in TPHNY_INTF file 3 Description of the status 4 The alternate dial type for the status code ...

Page 559: ...ate an auto mated project selection or coded project selection The data depends on the information specified when the automated project selection is created Each record contains the following fields Table B 3 ISDNINDEX File Layout Field Posi tion Description 1 Project Name associated with the specified DNIS number VDN or code ...

Page 560: ...and the call ID These records are automatically deleted when the call is returned from the dialer or connected to an agent Each record contains the following fields Table B 4 PDW_QUEUE File Layout Field Position Description 1 The project name the call originated from 2 The queue name the call originated from 3 The call ID of the call 4 The phone number associated with the call 5 The status of the ...

Page 561: ...e for importing records from the dialers Each attribute describes a piece of data to be extracted from the EDGE database record or from the returned record Each record contains the following fields Table B 5 PDW_XFER File Layout Field Position Description 1 The field position to be extracted from the database This is a multivalued field 2 The maximum length of the field This is a multivalued field...

Page 562: ...are affected by tele phony operations For more information on these fields see the EDGE 7 11 Developer Reference Manual Each record contains the following fields Table B 6 STATUS File Layout Field Position Description 1 Code indicating the status of the response record A Active currently being used D In a queue 2 ID of the queue the record currently resides in 3 Generic queue ID 4 Queue list or pa...

Page 563: ...de for U S 1 2 3 4 Eastern Central Mountain Pacific 11 Telephone number used for time zone lookup 12 Result of last call 13 Last item ID before exiting to DISP 14 Date call started 15 Time call started 16 Time call ended 17 Internal date of scheduled callback 18 Internal time of scheduled callback Time is rounded upwards to the next 10 minute packet 19 Country code Table B 6 STATUS File Layout con...

Page 564: ... InterVoice call priority Set during seeding 27 Not currently used 28 Not currently used 29 Error message for ERROR queue 30 Operator comments field 31 Last date call was returned from the predictive dialer 32 Last time call was returned from the predictive dialer 33 Number of times the predictive dialer attempted the call the last time it was at the predictive dialer Table B 6 STATUS File Layout ...

Page 565: ...le Layout Field Position Description 1 Telephony type corresponds to name of a record in TPHNY_INTF file 2 n Input device path or input tcp port 3 n Output device path or output tcp port 4 The type of interface used serial netbios dialer specific or socket 5 Call Processor Number default 1 6 Maximum number of retries 7 Response timeout value 8 n Internet address or host machine name 9 Start of mes...

Page 566: ...default Y Only used with pre dictive dialers 17 Telephony server ID default 0 18 Save connection ID flag default Y 19 Heartbeat rate 20 Auto shutdown 21 The maximum number of extensions to be allocated in the shared memory 22 The maximum number of campaigns to be allocated in the shared memory Only used for predictive dialers 23 Update STATUS file on codes Only used for dialer gateways 24 ACD grou...

Page 567: ... for the EDGEdial Plug in contains the follow ing subvalues 001 Maximum number of trunk lines being used 002 Maximum number of trunk groups defined 33 Remote server flag for CallPath can be one of the following 0 Not a remote server 1 Remote server 34 Debug options for the server bitwise flag see attr 37 for bit explanation 35 Auto startup indicates whether or not to start up the servers when the ...

Page 568: ...sages 003 Log non connect messages 004 Log connect messages 005 Log put record data messages 38 Not currently used 39 Host based routing options contains the following subvalues 001 Flag to enable host based routing 002 Default account for host based routing server 003 Flag to enable ISDNINDEX file refresh 40 Data server information contains the following subvalues 001 Enable Data server flag Y or...

Page 569: ...nd the switch type is ATT 004 Default account for data server 005 Shared file for VRU data 41 Multivalued list of VRU ports to be monitored 42 Use EIS RD for preview dialing Used with EIS dialer only 43 Multi threaded host based router information contains the fol lowing subvalues 001 Minimum number of threads per server 002 Maximum number of threads per server 003 Optional timeout value for threa...

Page 570: ...ble the IVR 002 Input TCP port The default is 4114 003 Output TCP port The default is 4115 004 Number of times to attempt to connect to the IVR Gateway 005 Delay between retries of attempting to connect to the IVR Gateway 47 List of VDN s used for host based routing with CallPath 48 CallPath switch name 49 Switch ID used with Rockwell only Used to support switch to switch data transfer Obsolete Re...

Page 571: ...elephony log file and the TPLOG file Values set for the each message type contains the following subvalues 1 Queue messages 2 Pend messages 3 Native messages 4 Generic function messages 5 Not currently used 6 Debug messages 7 Exit messages 8 Signal messages 9 PDW_QUEUE file messages 10 Trace call messages 51 53 Not currently used Table B 7 TPHNY_DEV File Layout continued Field Position Description...

Page 572: ...a 2 ANI field if there is no Event Bridge 3 DNIS field if there is no Event Bridge 4 Collected digits field 5 Indicates whether the Event Bridge is present 6 Call State Map Contains 20 bytes each character is Y or N Used internally by EDGE to control which events are received There is no user interface The default value is YYYYYYYYYYNNNNNNNNNN 7 Agent State Map Contains 10 bytes each charac ter is...

Page 573: ... Davox Gateway only 63 Sets the following values for predictive phone numbers 001 Indicates whether the area code is removed when a phone number is sent to be dialed Area codes are only removed from phone numbers that match the local code defined in EDGE Developer 002 Indicates whether any digits such as a 1 should be prepended when a phone number is sent to be dialed If the area code is removed a...

Page 574: ...acing algorithm software ay is used 004 Input TCP port used to communicate with the dialer 005 Output TCP port used to communicate with the dialer 006 Number of times to attempt to connect to the dialer 007 Delay between attempts to connect to the dialer 008 Dialer IP address or hostname 66 Multi valued list of the virtual lines used by the dialer to make predictive calls with the EDGEdial Plug in...

Page 575: ...ains the following optional subvalues 001 Maximum extension count 002 Davox Unison host name 003 Wsapi port 004 Admin port 005 AIT port 006 Maximum retries 007 Retry delay 68 Genesys interface information 69 Not currently used 70 ANI length RESULTS dialer only 0 99 71 DNIS length RESULTS dialer only 0 99 72 Number of ports RESULTS dialer only 1 99 73 Number of channels RESULTS dialer only 1 99 Tab...

Page 576: ...channel A channel corresponds to a line going into the switch Each value contains 2 subvalues as follows 001 Mode I or O or B inbound outbound or both 002 DNIS maximum of 4 characters required for mode I or B but not O 76 Predictive table setup RESULTS dialer only This field has the predictive table setup There are a maximum of 13 setup strings Each setup string has 8 values as follows 001 CONNECT...

Page 577: ...slate phone numbers on the dialer There can be up to 10 strings Each translation string has 4 subvalues as fol lows 001 PREFIX alphanumeric maximum of 10 characters 002 SUFFIX alphanumeric maximum of 10 charac ters 003 START POSITION 0 10 004 LENGTH 0 10 79 Translation table RESULTS dialer only This field contains area codes and prefixes to act upon and an index into the phone translation table wh...

Page 578: ...nly 91 Flag for action taken by EDGE when the Cancel button on Auto Receive is selected can be one of the following Y Agent is placed in unavailable mode The agent is logged off the switch 92 Specifies Comverse plug in settings includes the following subvalues 001 Recorder number 002 Station number 003 Start channel state 1 byte hexadecimal 0x0 indi cates open 004 Amount of time to delay closing t...

Page 579: ... Y if the byte ordering between the two machines is not compatible 008 Timeout for sending the ALIVE message to com verse in seconds 93 99 Not currently used 100 Flag for Cold Warm start used for InterVoice only can be one of the following N Warm start this is the default Y Cold start Table B 7 TPHNY_DEV File Layout continued Field Position Description ...

Page 580: ...upported feature is a feature not supported by the telephony device Attributes 11 and higher are used to indicate whether a given feature is supported A value of 1 indicates a feature is supported a value of 0 indicates the feature is not supported Each record contains the following fields Table B 8 TPHNY_INTF File Layout Field Position Description 0 Gateway name 1 Hardware switch type can be one ...

Page 581: ...e Phoneset type Aspect and Aspect CS Switch ID Aspect Aspect CS Davox AIT EDGEdial Switch password Aspect Aspect CS Davox AIT EDGEdial Rockwell parameters Not Supported Agent type Genesys 3 Not currently used 4 Extension pattern Pattern used to validate extensions currently only patterns x or xN are supported where x is a digit 5 EDGE flag Y or N default Y Flag indicating EDGE is used as opposed t...

Page 582: ... 9 and 10 implemented you cannot set com mand 12 to be synchronous You can specify a subset of the default values to be syn chronous for example 4 and 10 or 4 etc The default values for this field are set based on the type of dialer switch 7 Switch index 8 Has campaign flag 1 uses tpdb_server 0 no tpdb_server 9 Support user defined data Y or 10 Multiple campaign logon support Used with Davox and T...

Page 583: ...ct command 20 Hold command 21 Retrieve a Call from Hold command 22 Transfer command 23 Conference command 24 Start Consultation command 25 Alternate Command 26 Open Campaign command 27 Close Campaign command 28 Set Campaign Parameters command 29 Set Campaign Options command 30 Put Records command 31 Get Records command Table B 8 TPHNY_INTF File Layout continued Field Position Description ...

Page 584: ... Campaign Status command 38 Suspend Campaign command 39 Resume Campaign command 40 Not currently used 41 Start Automated Telephony command 42 Stop Automated Telephony command 43 Redirect call command 44 Send DTMF tones command 45 Start Coach command 46 Stop Coach command 47 49 Not currently used 50 Maximum number of retries 51 Response timeout value Table B 8 TPHNY_INTF File Layout continued Field...

Page 585: ...gns 58 No longer used 59 No longer used 60 Update Dialer with callset 61 68 Not currently used 69 Update Telephony Servers command 70 Miscellaneous Telephony command 71 Retrieve Call Information command 72 Retrieve IVR Data command 73 89 Not currently used 90 Cancel Transfer command 91 Cancel Conference command 92 106 Not currently used Table B 8 TPHNY_INTF File Layout continued Field Position Des...

Page 586: ...call command 112 Wait for a call command 113 Disconnect Alternate command 114 Add Alternate 115 Put Records Unconditional 116 129 Not currently used 130 Voice Message command 131 Record 132 Play 133 Stop 134 Delete 135 Archive 136 Attach Data 137 Retrieve Data 138 149 Not currently used Table B 8 TPHNY_INTF File Layout continued Field Position Description ...

Page 587: ... VOAD Dial ATT 202 Send to VOAD 203 VOAD Hangup 204 209 Not currently used 210 Teknekron Dial 211 Teknekron Complete 212 300 Not currently used 301 Wait for connection on Conference 302 Wait for connection on Dial 303 Allow Disposition to be sent to dialer 304 Wait for Disconnect to complete 305 Wait for Transfer to complete Table B 8 TPHNY_INTF File Layout continued Field Position Description ...

Page 588: ... to be sent 313 Wait for Campaign Options to be sent 314 Number of records to be returned 315 Wait for Dialer to return records 316 Wait for records to get to dialer 317 Prompt for number of records to send 318 Wait for records to get to dialer 319 Wait for dialer to be updated 320 Wait for Available to complete 321 Wait for Unavailable to complete 322 Wait for Open Link to Hardware to complete 32...

Page 589: ...Campaign Status to complete 329 Receive Miscellaneous Data 330 Alternate Number to hang up on Disconnect 331 Allow arguments on Transfer command 332 Allow arguments on Consultation command 333 Auto Manual sequences 334 Unavailable mode 335 Phone Number or Status for Get Records 336 Hold Message Number property 337 Auto Logoff property 338 Forced Agent Logoff property 339 Store Campaign Status in p...

Page 590: ...property Conference 348 Enter Number to Dial property Transfer 349 Logoff Reason property Agent Logoff 350 Unavailable Reason property Make Agent Unavailable 351 Consult purpose Transfer or Conference for Start Con sultation command 352 Switch location option Genesys 353 Allow arguments for Redirect Call command 354 Trunk line to monitor Start Monitoring command 355 Callback date time for Davox Di...

Page 591: ...ction IDs property 504 ACD Groups property 505 Logon Sequence property 506 Logoff Sequence property 507 Auxiliary Sequence property 508 Wrapup Sequence property 509 No longer used 510 No longer used 511 Heartbeat Rate property 512 Input Port property 513 Output Port property 514 Act User property ACT only 515 Act Password property ACT only 516 Act Resource property ACT only Table B 8 TPHNY_INTF Fi...

Page 592: ...device such as serial socket or Netbios 524 Use EIS RD ship message for preview dial 525 Run Requeue flag 526 Update status on codes property 527 Auto in and manual in sequences for ASAI 528 CallPath STLRCV property 529 Enable secondary database server 530 Consume connect messages for ESI 531 Native messages prompt for Reporting 532 Trace call prompt for Reporting 533 DLL path for client side tele...

Page 593: ...ut port 541 EDGEdial dialer output port 542 EDGEdial dialer max retries 543 EDGEdial dialer max delay 544 EDGEdial dialer host name 545 EDGEdial dialer trunk ID Only used with EDGEdial for CV LAN 546 EDGEdial dialer max trunk 547 Genesys agent type 548 Davox callset fields 549 Genesys configuration 550 The EDGEdial answering machine detection options Table B 8 TPHNY_INTF File Layout continued Fiel...

Page 594: ...l alerting telephony events 558 560 Not currently used 561 Agent logged on telephony events 562 Agent logged off telephony events 563 Agent idle telephony events 564 Agent available telephony events 565 Agent wrap up telephony events 566 Agent make busy telephony events 567 Agent inbound implicit telephony events 568 Agent inbound explicit telephony events 569 Agent unavailable telephony events 57...

Page 595: ...S property Settings for AD_PARAM 576 578 Not currently used 579 The values for the Davox logoff option The first value in the list is the default for this property 580 Davox Admin Port 581 Blind transfer emulated with TMI if set to 1 a blind trans fer is emulated using a consultation then a transfer com mand otherwise a blind transfer is used 582 584 Not currently used 585 Strip area code property...

Page 596: ... calls and other telephony messages Each record contains the following fields Table B 9 TPLOG File Layout Field Position Description 1 Description 2 Telephony server number 3 Date and time 4 Logger 5 Record type 6 Extension 7 Operator ID 8 Direction 9 DS type 10 Message request 11 Message type 12 Function name 13 Arguments ...

Page 597: ...hone number 24 Dialer assigned call ID 25 PDW_QUEUE file ID 26 PDW_QUEUE file type 27 EDGE call ID 28 EDGE queue name 29 EDGE project ID 30 Signal caught 31 Not currently used 32 ANI 33 DNIS 34 Dropped number 35 Connected number 36 Trace type can be one of the following Table B 9 TPLOG File Layout continued Field Position Description ...

Page 598: ...TPLOG Telephony Gateway Reference Manual 598 ALERTING CONNECT DROP 37 39 Not currently used 40 Console flag 41 Impersonator Not currently implemented Table B 9 TPLOG File Layout continued Field Position Description ...

Page 599: ...iew The EDGE Telephony Gateway uses environment variables to allow certain items to be customized These variables are set in EDGE s profile file so they are available for all agents For assistance with specifying these variables in the profile contact EDGE Customer Care ...

Page 600: ...sole MAX_LOGFILE_SIZE The size a telephony log file will reach before it is moved to a new file STAT_INTERVAL The interval that summary statistics for each type of command executed are written to the stat log file The default is every 3600 seconds TMI_CALLID_REQUIRED If set to 1 will allow the callid_required flag to be used with the TMI gateway TPHNY_CONSULT_PATH The path to which the data that i...

Page 601: ...Environment Variables List of Environment Variables Telephony Gateway Reference Manual 601 ...

Page 602: ...tures such as preview dialing transfers and conferencing EDGE adds the computer intelligence to provide a CTI interface known as the EDGE Telephony Gateway The EDGE Telephony Gateway for Aspect enables the EDGE developer to build an integrated voice data application utilizing the Aspect telephony technology This appendix describes the following Aspect Concepts Aspect Setup Aspect Messages ...

Page 603: ... by an Aspect system administrator and consist of a series of command steps used to perform a process Each CCT step initiates a single action that helps process a call For example a CCT can be written to speak a message such as Thank you for calling ABC Company to every inbound caller then direct the call to an agent or agent group The following telephony functions can be performed by EDGE through...

Page 604: ...sages to EDGE to track call IDs as calls are trans ferred to agents from the VRU ports with an IVR interface For more information see the section Setting up the CCT for IVR Sending a Call Information Message CIM for host based routing to EDGE To be recognized as a host based routing request the SUBTYPE field within the CIM message must be set to a value that starts with an H For more information s...

Page 605: ...t an IVR The following additional restrictions apply if Event Bridge is not used with EDGE If the agent directly manipulates the call using the teleset EDGE loses control of the call and is not able to transfer con ference or disconnect it These functions can only be per formed from the teleset not from the EDGE guide If a preview dial consultation or a transfer is made directly to another extensi...

Page 606: ...e a Call Con trol Table CCT to specify the route value in the SUBTYPE field on the Call Information Message CIM The value specified must be mapped to a project using Coded Project selection For example the CCT could copy either the value SALES or SUPPORT into the SUBTYPE field depending on the type of call SALES would be mapped to an EDGE project CUSTSALES and SUPPORT would be mapped to an EDGE pr...

Page 607: ...fer or consultation the Data field on the General tab specifies which of the five data fields is used to transfer the data If the data sent with the miscellaneous data properties exceeds the length of the Aspect data field the data is written by default to EDGE s temporary directory EDGE tmp This default can be changed by setting the environment variable TPHNY_CONSULT_PATH in the EDGE profile The ...

Page 608: ... multivalue position of TP DATA For more infor mation on CCTs and the Collect step consult your Aspect documen tation Setting up the Host Based Router CCT Aspect Call Control Tables CCTs must be created to alert EDGE that a call should be handled using host based routing and to route the call after it is processed by the EDGE host based router server The CCT should send EDGE a Call Information Mes...

Page 609: ...ould be transferred in the EDGE variable TP DATA in the CIMR field DATA_A DATA_E The CCT either transfers control to the new CCT or routes the call Send Connect based on the DATA values Setting up the CCT for IVR With Aspect and an IVR interface a CCT must be created to send EDGE a Send Trackdata command for each call that arrives on a VRU port This allows EDGE to track the call ID of the call as ...

Page 610: ...ect Telephony Command EDGE to Aspect Messages Aspect to EDGE Messages Agent Logoff SOFR Agent Logon No message sent No response Alternate PKR with the Hold key and RTCR Answer ACR Check for a Call No message sent No response Close Link to Hardware SOFR Conference PKR with the Conference key Dial PCR Disconnect RCR Hold PKR with the Hold key Make Agent Available PKR with the Ready key Make Agent Un...

Page 611: ...ated Tele phony No message sent No response Start Consultation PKR with the Hold key and PCR Stop Automated Tele phony No message sent No response Transfer TCR or PKR with the Transfer key Update Telephony Serv ers No message sent No response Wait for a Call No message sent No response Table D 2 TELEPHONY Verb Commands for Aspect continued Telephony Command EDGE to Aspect Messages Aspect to EDGE M...

Page 612: ...pattern within the CallCenter 6003 Invalid mode value specified for a dial only accepts a value of D 6004 Invalid origin value must be I for teleset or S for station specified for a dial or the agent was not in a valid state to originate a call 6005 Invalid routing algorithm must be A C or I specified for a dial 6006 Invalid process key request data 6007 Invalid state for a process key request typ...

Page 613: ...n invalid state or invalid equipment type was specified for an answer call request 6017 Specified an invalid agent group or trunk to monitor 6018 Specified an invalid monitor number associated with a group 6019 Invalid link ID for a CallCenter connection 6020 Invalid agent state map specifying which calls to monitor 6021 Invalid call state map specifying which calls to monitor 6022 Maximum number ...

Page 614: ...tect port 6028 The CallCenter is unable to allocate a virtual agent 6029 Invalid class of service COS specified in a reassign resource request message 6030 Invalid equipment or equipment type specified in a reassign resource request message 6031 Invalid grouptype or group specified in a reassign resource request message 6032 Unable to reassign the agent specified in a reassign resource request mes...

Page 615: ...ct trunk to agent 6037 A held call ID could not be reconnected due to an invalid call ID or invalid equipment type or the call specified by the call ID is not held on the specified teleset Table D 3 Aspect specific Status Messages continued Status Code Description Table D 4 Aspect Telephony Events Telephony Event Event Bridge Message Agent State Call State Reason Agent logged on ASEM Type 01 signe...

Page 616: ...s continued Telephony Event Event Bridge Message Agent State Call State Reason Table D 5 Aspect TELEPHONY Verb Events Executed by EDGE Telephony Command Telephony Event Aspect Event Aspect Message Agent State Call State Agent Logon agent logged on and agent idle or available ASEM 1 and ASEM 3 or 4 SONR idle or avail able Agent Logoff agent logged off ASEM 2 SOFR signed off Make Agent Available age...

Page 617: ...d CHEM PKR KEYNUM 3 HOLD held RetrieveaCall from Hold call retrieved CREM RTCR retrieved Answer call connected CCEM ACR connected Disconnect call disconnected and agent idle or available CDEM and ASEM 3 or 4 RCR idle or avail able discon nected Dial call connected CCEM PCR connected Start Consul tation call held and call con nected CHEM and CCEM PKR 3 AND PCR connected Alternate call held and call...

Page 618: ...a CTI interface known as the EDGE Telephony Gateway The EDGE Telephony Gateway for Aspect Contact Server enables the EDGE developer to build an inte grated voice data application utilizing the Aspect Contact Server telephony technology Contact Server Device Setup In general the setup steps required to use the EDGE Telephony Gate way for Contact Server are described in the Setup chapter and the PBX...

Page 619: ... agent is sending a call from EDGE for example using transfer or con sultation the Data field on the General tab specifies which of the five data fields is used to transfer the data If the data sent with the miscellaneous data properties exceeds the length of the Aspect Contact Server data field the data is written by default to EDGE s temporary directory EDGE tmp This default can be changed by se...

Page 620: ...r occurs on the Aspect Contact Server are shown in the follow ing table Table E 2 Aspect Contact Server specific status messages Status Code Description 6001 Invalid or undefined CCT field 6002 The number dialed is not a valid outbound dialing pattern within the CallCenter 6003 Invalid mode value specified for a dial only accepts a value of D 6004 Invalid origin value must be I for teleset or S fo...

Page 621: ... Invalid teleset specified for agent logon attempt 6013 The teleset is not in a state ready for login 6014 Agent logoff specified for an unassigned agent 6015 The teleset is not in a state ready for logoff 6016 Equipment is in an invalid state or invalid equipment type was specified for an answer call request 6017 Specified an invalid agent group or trunk to monitor 6018 Specified an invalid monit...

Page 622: ... answer mode specified for a predictive dialer call 6026 An error occurred processing a predictive call request or the outbound application integration feature is not enabled on the CallCenter 6027 The CallCenter is unable to allocate an answer detect port 6028 The CallCenter is unable to allocate a virtual agent 6029 Invalid class of service COS specified in a reassign resource request message 60...

Page 623: ...ce request message 6035 Invalid extension or agent state specified in a connect mes sage The extension is not defined or the agent is logged out unavailable or not configured for auto answer mode 6036 Unable to connect trunk to agent 6037 A held call ID could not be reconnected due to an invalid call ID or invalid equipment type or the call specified by the call ID is not held on the specified tel...

Page 624: ... disconnected disconnected A B C D E Call transferred transferred Conferenced conferenced Call held held Call retrieved retrieved Table E 3 Aspect Contact Server Telephony Events con Telephony Event Agent State Call State Reason Table E 4 Aspect Contact Server TELEPHONY Verb Events Executed by EDGE Telephony Command Telephony Event Agent State Call State Agent Logon agent logged on and agent idle ...

Page 625: ...e idle or avail able transferred Conference conferenced conferenced Hold call held held Retrieve a Call from Hold call retrieved retrieved Answer call connected connected Disconnect call disconnected and agent idle or available idle or avail able disconnected Dial call connected connected Start Consulta tion call held and call con nected connected Alternate call held and call retrieved retrieved T...

Page 626: ...ce Manual 626 F Avaya Proactive Contact Overview Avaya Proactive Contact is a blended outbound inbound dialing environment This appendix describes the following Proactive Contact Messages Changing jobs Transfers and Conferences ...

Page 627: ...gent API commands TELEPHONY command messages Table F 1lists the messages sent to Proactive Contact when each command is executed Table F 1 TELEPHONY verb commands for Proactive Contact Telephony command EDGE to Agent API messages Agent Logoff AGTNoFurtherWork AGTDetachJob AGT Logoff Acd if Logon to ACD is checked AGTFreeHeadset AGTLogoff Agent Logon AGTLogon AGTSetWorkClass AGTReserve Headset AGTA...

Page 628: ...d Dial AGTManualCall if a number is supplied otherwise AGTManagedCall see Managed dialing Disconnect AGTFinishedItem if a disposition code is supplied otherwise AGTHangupCall Hold AGTHoldCall Make Agent Available AGTAvailWork See also Changing jobs Make Agent Unavail able AGTNoFurtherWork Miscellaneous Tele phony Sends a native message to the Proactive Contact server The miscellaneous data field s...

Page 629: ...e Send DTMF Tones AGTDialDigit one message is sent for each digit supplied to the EDGE verb Send User Data AGTSendMessages Set callback AGTSetCallback Start Automated Tele phony No corresponding message Start Consultation See Transfers and Conferences Stop Automated Tele phony No corresponding message Transfer See Transfers and Conferences Update Misc Data AGTUpdateField see Miscellaneous Tele pho...

Page 630: ...le AGTJobEnd Agent logged off AGTSystemError Agent logged on Not supported Attached data changed Not supported Call alerting AGTCallNotify or AGTPreviewRecord Call connected AGTManagedCall Call disconnected AGTAutoReleaseLine Call held Not supported Call retrieved Not supported Call transfrred Not supported Conferenced Not supported Outbound Status Changed AGTlicbOnline or AGTlicbOffline User even...

Page 631: ...ed by using the TELEPHONY command make agent available with the new job name in the callset property If this job is different from the currently attached job the agent will be detached from the existing job and attached to the new one Note The agent must be in a state on Proactive Contact appropriate for changing jobs This may require a TELEPHONY make agent unavailable first Notification of job ch...

Page 632: ...e EDGE developer to determine how to respond to this type of event Managed dialing Managed dialing jobs are handled in a similar way to predictive dial ing Screen pops occur when a call is delivered to the EDGE agent If no further action is performed within the time limit specified on the Proactive Contact server the number is automatically called If tele phony events are turned on a connected eve...

Page 633: ...ence possible Native internal transfers conferences Trunk to trunk external transfers conferences EDGE distinguishes the type of transfer to be performed by deter mining if the destination number is alphanumeric in which case a native transfer is performed or numeric in which case a trunk to trunk transfer is performed Native internal transfers conferences Native transfers occur when the agent tra...

Page 634: ...k flash transfer depends heavily on the current state of the phones involved it is important that the steps in a transfer or conference be performed in the correct order The following table demonstrates the Avaya Agent API commands issued depending on the properties supplied to the start consulta tion transfer and conference telephony sub commands Start consulta tion Transfer Conference No number ...

Page 635: ...y each parameter of the mes sage to be sent should be placed in a corresponding value of the miscellaneous command variable EDGE will capture all data messages populated the variable supplied in the miscellaneous response property until a response to the com mand is received Example ALWAYS COPY the value AGTListCallFields into MiscCmd ALWAYS COPY the value outlist1 into MiscCmd 2 ALWAYS TELEPHONY ...

Page 636: ...ve Contact Miscellaneous Telephony Command Telephony Gateway Reference Manual 636 The value of MiscRsp will be a multi value field containing values similar to the following M00001 CUSTID FIRST_NAME LAST_NAME M00000 ...

Page 637: ...ows a server program such as EDGE to communicate with a switch and access the switch services EDGE uses CallPath as a means of communicating with a number of switches including the following Avaya Definity Northern Telecom Meridian ROLM For the exact switch versions and configurations supported please consult your EDGE sales representative This appendix describes the following Server Communication...

Page 638: ...CallPath Overview Telephony Gateway Reference Manual 638 CallPath Setup CallPath Messages ...

Page 639: ... processed by the CallPath subsystem which reformats and sends each request to the switch The CallPath subsystem also returns information from the switch via an API program call to the server computer program If your system configuration requires it the CallPath SwitchServer 2 may perform further processing of each request before sending it to the switch For more information on the CallPath Servic...

Page 640: ...ual when appropriate For more information on ACD groups consult your switch documentation Remote CallPath EDGE supports CallPath installed on a separate UNIX server from the EDGE server The setup requires the Internet address Host name of the CallPath UNIX server to be identified in the telephony Device and some communications software to be installed on the remote EDGE Software System CallPath Se...

Page 641: ...EDGE on an HP 9000 and using Call Path the following configuration options are supported Run CallPath Server 6000 on an IBM AIX server which has a connection to the switch The HP can communicate with the switch through the AIX server using CallPath s CTI subsystem on a network connection Run CallPath Server 2 on an OS 2 PC which has a connection to the switch EDGE provided communications software ...

Page 642: ... the switch before the EDGE telephony gateway can be used Consult your CallPath documentation for the steps to setup and start the CallPath subsystem If using Remote CallPath with a non AIX system communications software provided with EDGE must be installed Consult your instal lation directions or contact EDGE Customer Care for assistance ...

Page 643: ...lPath and switch documenta tion for an explanation of these errors TELEPHONY Command Messages The following table lists the messages sent to CallPath when each command is executed Table G 1 TELEPHONY Verb Commands for CallPath Telephony Command Switches EDGE to CallPath Messages Agent Logoff All STLREG with STL_SHARED_OWNERSHIP and STL_STOP options and STLMON Agent Logon All No message sent Altern...

Page 644: ... All STLINVK Make Agent Unavailable All STLINVK Open Link to Hardware All STLINIT STLSAA STLSRR STLSMCD STLSHPB STLSHPC STLMON and STLREG Redirect Call All STLRED Retrieve a Call from Hold All STLRETR Retrieve Call Information All STLQPS and STLQCP Retrieve IVR Data All No message sent Send DTMF Tones Avaya STLSEDD Start Automated Telephony All No message sent Start Consultation All STLXTND Table ...

Page 645: ...Wait for a Call All No message sent In the above table All Avaya Definity Northern Telecom Meridian and ROLM switches Avaya Avaya Definity switch NTI Northern Telecom Meridian switch ROLM ROLM switch Table G 1 TELEPHONY Verb Commands for CallPath continued Telephony Command Switches EDGE to CallPath Messages Table G 2 CallPath Telephony Events Telephony Event Call Progress Event Message Call State...

Page 646: ...ogress Event Message Call State Table G 3 CallPath TELEPHONY Verb Events Executed by EDGE Telephony Command Telephony Event CallPath API Call Progress Event Message Agent State Call State Agent Logon signed on STLINVK STL_FEATURE_INVOKED_MSG STL_AGENT_LOGON signed on Agent Logoff signed off STLINVK STL_FEATURE_INVOKED_MSG STL_AGENT_LOGOFF signed off Alternate callheldand call retrieve STLHOLD STLR...

Page 647: ...ENT_READY STL_AGENT_READY_IMPLICIT STL_AGENT_READY_EXPLICIT available Make Agent Unavailable wrap up STLINVK STL_FEATURE_INVOKED_MSG STL_AGENT_BUSY_WITH_FOLLOWUP wrap up Make Agent Unavailable make busy STLINVK STL_FEATURE_INVOKED_MSG STL_AGENT_BUSY make busy Make Agent Unavailable idle STLINVK STL_FEATURE_INVOKED_MSG STL_AGENT_NOT_READY idle Retrieve a call from hold call retrieve STLRETR STL_CAL...

Page 648: ...TLXTND STL_CALL_HELD_MSG STL_MAKE STL_CALL_CONNECTED_MSG connected Transfer con sultative call transfer STLTRAN STL_CALL_TRANSFERRED_MSG transferred Table G 3 CallPath TELEPHONY Verb Events Executed by EDGE continued Telephony Command Telephony Event CallPath API Call Progress Event Message Agent State Call State ...

Page 649: ...sists of a server and libraries that reside on the CV LAN PC or on the server computer with CV LAN with MAPD and CV LAN 3000 For more information on the ASAI API consult your ASAI documenta tion The DEFINITY switch used with CV LAN can be configured with an Expert Agent Selection EAS system This manages the distribution of inbound calls to one or more agent groups These agent groups are termed Aut...

Page 650: ...tly more reliable because EDGE is able to detect errors with the actual command being requested compared to dialing sequences where EDGE can only detect if the call was successfully placed not for exam ple if the agent was actually logged in successfully In almost all circumstances it is recommended that the feature request method is used rather than dialing sequences There are a few subtle differ...

Page 651: ...e used or not can be configured on the CTI Setup Tab of the telephony device If values are used in any of the dialing sequences those values are used instead of feature request If left blank feature request is used This appendix describes the following Avaya MAPD Support CV LAN Setup CV LAN Messages ...

Page 652: ...e provides the same functionality as described for the CV LAN gateway in this manual The only differences are in the Hard ware and Avaya Software and the EDGE CV LAN server DEFINITY LAN Gateway DLG mode With this mode the CV LAN PC connects to the MAPD card in the switch This is functionally iden tical to the standard EDGE Telephony Gateway setup using the CV LAN PC CV LAN PC LAN CVLAN mode With t...

Page 653: ...e EDGE host machine can run the tpas_server and communicate directly with the MAPD card in the switch This configuration requires the Avaya libasai library to be installed on the EDGE host machine The EDGE tpas_server is linked to the libasai library Because the library is only available on a limited number of platforms this configuration is supported only on the following EDGE platforms IBM AIX S...

Page 654: ...is installed on the CV LAN PC or if using CV LAN with MAPD or CV LAN 3000 on the EDGE server It is not part of the generic set of servers therefore must be started and terminated separately This server is named tpas_server and is provided as follows CV LAN PC A diskette is provided with the additional server program Follow the installation directions pro vided with the diskette Typically the serve...

Page 655: ... EDGE and CV LAN are communicating To start the tpas_server execute the following from a UNIX prompt in the directory in which the server was installed tp2as start m switch address node ID NO_RT NO_MAINT with the following options m switch address The IP address of the Avaya switch with the MAPD card installed This option is only used with MAPD in CVLAN mode node ID The signal number for the switc...

Page 656: ...yed Starting tpas_server 5051 5050 signal01 172 16 4 180 NO_RT NO_MAINT Note If you specify NO_RT or NO_MAINT you must also specify a node_id NO_MAINT Specify the word NO_MAINT if the built in heart beat is not desired If using the NO_MAINT option the asai_hb program must be manually started Note Unless using the NO_MAINT option the asai_hb program is not used the server handles the heartbeats int...

Page 657: ... resides in the directory from which the tpas_server was started and is moved in the same fashion as the other log files To limit the size of the asai log0 file set the following environment vari able in the tp2as script MAX_LOGFILE_SIZE size_in_bytes export MAX_LOGFILE_SIZE For more information see the section Telephony Logs Server Restart By default a delay is required between stopping and resta...

Page 658: ...ted one to communicate with each EDGE server Note If using a separate CV LAN PC for each EDGE server this setup is not required To implement multiple tpas_servers perform the following steps 1 In the EDGE Telephony Device setup for each EDGE installation set a unique pair of Input paths TCP ports and Output paths TCP ports 2 On CV LAN copy the tp2as shell script to a new name for each EDGE it comm...

Page 659: ...with these options because host based routing can only be used with one server and the maintenance option automatically applies to all servers Subsequently started serv ers should specify the NO_RT NO_MAINT and node ID For example assume you have two EDGE installations one produc tion and one test The input and output TCP ports specified in the EDGE Telephony Device setup for the production system...

Page 660: ...and the maintenance option enter the following two com mands tp2as start tp2astest signal01 NO_RT NO_MAINT start If you have any questions regarding modifying or copying the tp2as script contact EDGE Customer Care Caution Multiple tpas_servers are not supported with host based routing When host based routing is used multiple CV LAN PC s must be used to communicate with multiple versions of EDGE ...

Page 661: ...nd Messages The following table lists the messages sent to CV LAN when each command is executed Table H 1 TELEPHONY Verb Commands for CV LAN Telephony Command EDGE to ASAI Messages ASAI to EDGE Messages Agent Logoff C_3PAD sao_id exten sion logoff_sequence C_ABORT sao_id sta tus cause abort_type C_3PAD_CONF and C_ABORT_CONF Agent Logon C_3PDC_REQ C_3PAD sao_id exten sion logon_sequence and C_3PSD ...

Page 662: ...PAD_CONF Disconnect C_3PSD C_3PSD_CONF Hold C_3PSH C_3PSH_CONF Make Agent Available C_3PAD sao_id exten sion available_sequence and C_3PSD C_3PAD_CONF and C_3PSD_CONF Make Agent Unavail able C_RF_REQ C_RF_REQ Response Miscellaneous Tele phony C_VQ_REQ C_VQ_REQ Response Open Link to Hard ware No message sent the telephony servers are started No response Redirect Call C_3PREDIR C_3PREDIR Response Ta...

Page 663: ...3PSDS Response Start Automated Telephony No message sent No response Start Consultation C_3PSH C_3PMC_REQ C_3PSH_CON and C_3PAS_CONF Stop Automated Telephony No message sent No response Transfer C_3PM C_3PM_CONF Update Telephony Servers No message sent No response Wait for a Call No message sent No response Table H 1 TELEPHONY Verb Commands for CV LAN continued Telephony Command EDGE to ASAI Messa...

Page 664: ...eturned by the switch If an unrecognized error is returned it will be mapped to this error 7002 Resources to fulfill service are not available 7003 Capability is implemented by not subscribed to by requester 7004 Noncompatible options selected 7005 One of the required parameters is missing 7006 Value specified in parameter is not allowed or defined 7007 Domain or call is being monitored by another...

Page 665: ...erminated because service is not active 7019 Domain has been removed by administration 7020 Agent not in compatible state 7021 Agent logged in to maximum number of splits 7022 Invalid login password 7023 Request to put agent in same status he is already in 7024 ACD not provisioned or optioned 7025 Normal termination call routed successfully 7026 Association terminated because of network congestion...

Page 666: ...ged 7035 Normal unspecified 7036 No circuit or channel available 7037 Temporary failure 7038 Bearer capability not presently available 7039 Incompatible destination 7040 Invalid message unspecified 7041 Message nonexistent not implemented 7042 Unspecified 7043 No answer 7044 Trunks not available 7045 Classifiers not available 7046 Redirected 7047 Network out of order Table H 2 ASAI Specific Status...

Page 667: ... 7051 Bearer service not implemented 7052 Assumed answer based on internal timer 7053 Voice energy detected by switch 7054 Channel tone does not exist no tone connected to the speci fied call 7055 Answering machined detected 7056 Facility rejected Table H 2 ASAI Specific Status Codes continued Status Code Description Table H 3 CV LAN Telephony Events Telephony Event ASAI Event Type Call State Call...

Page 668: ... continued Telephony Event ASAI Event Type Call State Table H 4 CV LAN TELEPHONY Verb Events Executed by EDGE Telephony Command Telephony Event ASAI capability ASAI response Call State Alternate call held and call retrieved C_3PSH and C_3PR C_3PSH_CONF and C_3PR_CONF retrieved Answer call connected C_3PANS C_3PANS_CONF connected Conference conferenced C_3PM with conf_flag C_CONF_ON C_3PM_CONF conf...

Page 669: ...tation call held and call connected C_3PSH and C_3PAD C_3PSH_CONF and C_3PAD_CONF connected Transfer consultative call transferred and call disconnected C_3PM with conf_flag C_CONF_OFF C_3PM_CONF disconnected Table H 4 CV LAN TELEPHONY Verb Events Executed by EDGE con Telephony Command Telephony Event ASAI capability ASAI response Call State ...

Page 670: ...Davox enables the EDGE developer to build an integrated voice data application utilizing the Davox telephony technology Davox sup ports the following features Preview dialing Predictive dialing Inbound calling Blended calling Agents can be set up to receive both inbound and outbound calls as call volumes dictate Multiple callsets Davox controls which calls from which call sets to dial ...

Page 671: ...e Davox EDGE interface with an External Call List The call records are not provided by EDGE but are downloaded into Davox directly from another source EDGE still administers the campaigns This interaction method uses the DAVOX NODRF module_enable Davox EDGE interface with an External Call List and External Campaign Administration This interaction method uses the DAVOX NOADMIN module_enable These m...

Page 672: ...itches some switches may not support all of the features described in this document For a list of the supported switches and features consult your EDGE sales representative This appendix describes the following Davox Concepts Davox Setup Davox Server Communication Call List Management Campaign Administration Davox Commands Davox Messages ...

Page 673: ...gns Campaigns consist of call scripts and call tables Campaigns can be either inbound or outbound not both Campaign Flow Campaign flow is a Davox feature that can be turned on or off for each campaign If turned on another campaign is specified to be used when the current campaign is complete or runs out of calls Agents in the original campaign are automatically logged on to the new campaign when t...

Page 674: ...m determines how data is sent to an agent with a call Call Tables For outbound campaigns call tables contain lists of phone numbers to be dialed For inbound campaigns call tables do not contain phone numbers but must exist to maintain consistency in the Davox Unison system Davox campaigns can be associated with one or more call tables For predictive outbound calls the following options for loading...

Page 675: ...ords are sent to Davox from an external source and are not loaded from EDGE queues The setup for EDGE with the two call table options is described in the section Call List Management The number of call tables in a campaign and the call table names vary depending on the type of Call List Management used See Figure I 1 ...

Page 676: ...IN1 Call Table IN1 Call Script TAC SCR1 IN1 EDGE Callsets OUT1 Davox Campaign OUT1 EDGE Call List Davox Campaign IN1 Davox Call Tables IN1 EDGE Callsets OUT1 Davox Campaign OUT1 Call Script TAC SCR2 TABLE3 Davox Call Tables External Call List TABLE4 Call Script TAC SCR1 Call Table OUT1 Call Script TAC SCR2 TABLE1 TABLE2 ...

Page 677: ...aigns that make up that application all of the campaigns should be specified in their EDGE workstation ID If a Davox application consists of five campaigns and only four campaigns are specified in the workstation ID the agent will only get calls from these and not the fifth campaign If a callset is specified in an agent s workstation ID and the agent is not assigned to the corresponding campaign o...

Page 678: ...phony Gateway for Davox termination codes perform the following func tions Inform Davox regarding the disposition of a call This type of termination code reports different call outcomes for exam ple sale versus no sale or the status of a manual dial such as busy or no answer Schedule a callback when disconnecting the current call Make an agent available for new calls This type of termina tion code...

Page 679: ...uling Specify an agent recall termination code in the Dialer disposition code property of the Disconnect command then specify the callback date and time in the Callback date timeproperty of the Disconnect command The callback time must be properly formatted for Davox using one of the following formats HHMM using the 24 hour clock HH MMn using the 12 hour clock where n is A for AM or P for PM MM DD...

Page 680: ...orted with Davox Unison calls X calls Agent Available Specify the termination code when making the agent available When making an agent available specify the termination code in one of the following places The Available mode of the agent s worksta tion ID The TP AVAIL field The Available mode property in the Make Agent Available command Davox com mand Specify the termination code in the Native com...

Page 681: ...by agents These can be thought of as external calls This includes calls dialed manually by agents and calls placed directly to an agent s extension For example calls placed directly to the agent s extension 3244 by dialing 800 232 3244 are X calls Davox uses separate message commands for Unison calls and X calls The messages used for both Unison and X calls are shown in Table I 8 If a command is n...

Page 682: ...llowing two modes for predictive calls When setting up outbound Callsets either dial mode can be selected for calls Automatic Mode The dialer places predictive calls and when a live answer is detected connects the call to an agent Manual Mode The dialer connects to an agent then dials the call ...

Page 683: ...ation time 1 Create the Davox campaigns for inbound and predictive out bound calling Each campaign is either inbound or outbound not both 2 Create Davox call scripts and attach one to each campaign Call scripts define how campaigns handle phone calls EDGE requires that each call script contain either a predictive out bound form or an inbound form The call script name is speci fied in the EDGE call...

Page 684: ...on your system specify a field of the same width as a placeholder The fields that are optional are indi cated in each table For example if using an External Call List you may not have a record ID field in the outbound call form In this case specify a placeholder field with a width of six in its place Remember this data is provided to EDGE with a con nected call to assist a guide developer in provi...

Page 685: ...ound Call Data Form Outbound Unison Field Default Width Description EDGE SYS Field Field 1 RECORD_ID 6 Record ID Field 2 optional PHONE 10 Phone TP DNIS Field 3 optional Key 6 Contact ID information TP DATA 1 Field 4 USER_DATA 32 User Data TP DATA 2 Table I 3 Davox NOADMIN Outbound Call Data Form Outbound Unison Field Default Width Description EDGE SYS Field Field 2 optional PHONE 10 Phone TP DNIS...

Page 686: ...n Table I 5 Records are returned from Davox if they are not connected to an agent for example if they were not dialed or if the dial attempt did not result in a connection using the upload definition as shown in Table I 6 Each non connect has an associated Davox call result For infor mation on call results see the section Davox Call Result Mes sages Table I 4 Davox to EDGE Inbound Call Data Form I...

Page 687: ...5 Define Davox users and associate them with the campaigns they will be using The agent ID and password defined in the Davox agent manager must match the Switch login ID and Switch login password in each agent s EDGE workstation ID Table I 5 EDGE to Davox Download Record Definition Fieldname Offset Width Type Record_ID 0 6 Char Phone 6 10 Char UU Data 16 32 Char Table I 6 Davox to EDGE Upload Reco...

Page 688: ...ble for each Davox campaign EDGE requires that the call table and campaign have the same name the name is case sensitive This step is optional If Call Tables do not exist they are automatically created and associated with each cam paign when the callset opens This is with the DAVOX module_enable If using Davox with an External Call List or External Campaign Administration create Call Tables associ...

Page 689: ...lls and perform actions To receive a new call a termination code is required For more information see the section Termination Code 9 Do not redefine any Davox function key sequences EDGE uses the default sequences Caution If the default Davox Function key sequences are changed certain EDGE TELEPHONY commands may not work For information on the key sequences used see Table I 8 ...

Page 690: ...ate way servers Each server and its communication is described in this section and depicted in Figure I 2 Figure I 2 Davox Server Communication using EDGE Cam paign Administration Davox Unison System EDGE XGUIDE tpadmin server tpwsapi server tpun_server Generic set of telephony servers tpwsapi client thread tpwsapi client thread Input paths TCP ports AIT TCP port 2 Admin link TCP port Output paths...

Page 691: ...and put records all dynamic record feed DRF functions for example update the call table with new records If using both External Campaign Administration and an External Call List this server is not used and will not start tpwsapi The master server process to send and receive all agent and call control messages between the tpun_server and the Davox Unison system For example this server han dles agen...

Page 692: ...ervers they must be started and terminated separately before the generic set of telephony servers are started The servers must be started and stopped from the directory in which they were installed unless a path is set to that directory To start the Davox Gateway servers execute the following from a UNIX prompt on the Unison system tp2un start p port o output_port The server should be set up to co...

Page 693: ...changed in either of the following ways By specifying the p and o option with the new port numbers when starting the server this option will override the UN_DEFAULT setting By setting the environment variable UN_DEFAULT in the tp2un script to the new port numbers e g UN_DEFAULT p 7201 o 7200 The tpun_server remains idle until the generic set of telephony serv ers start and send a message configuri...

Page 694: ...SOCKETS Server Shutdown The Davox Gateway servers do not need to be stopped when the generic set of telephony servers is stopped The servers must be stopped from the directory in which they were installed unless a path is set to that directory To stop the Davox gateway servers exe cute the following from a UNIX prompt tp2un stop All Davox Gateway servers are terminated with this command Server Log...

Page 695: ...on system for each EDGE server this setup is not required To implement multiple tpun_servers perform the following steps 1 In the EDGE Telephony Device setup for each EDGE installation set unique Input paths TCP ports Output paths TCP portss and Telephony server numbers Because the AIT TCP port uses an increment of one to calculate the second AIT TCP port use care to ensure there is no overlap We ...

Page 696: ...able of each copy of the tp2un program to correspond with the EDGE device settings For example assume you have two EDGE installations one produc tion and one test The input TCP port specified in the EDGE Tele phony Device setup for the production system is 8200 The input TCP port specified in the EDGE Telephony Device setup for the test sys tem is 8210 The tp2un program is copied to tp2untest whic...

Page 697: ...andard EDGE Callsets configuration is required Each EDGE callset can contain multiple projects and multiple queues Agents are assigned to one or more callsets Callsets have a one to one correspondence with Davox campaigns therefore when an agent logs into EDGE the callsets they are assigned to open the corresponding Davox campaigns The call records in the callset queues are transferred to the call...

Page 698: ...ll list for predictive dialing the Davox sys tem must receive the phone numbers from a source other than EDGE typically by downloading a call table with records to Davox Before agents log in to EDGE to use a campaign the call table must be cre ated on the Davox system contain records and be associated with a campaign Multiple call tables can be associated with a single cam paign Callsets have a on...

Page 699: ...e agent when a call is connected The callset record is read to determine the project The EDGE guide is set up so the connected call has a corre sponding record in an EDGE database file This is required to provide data in the screen pop presented to the agent This can be accomplished using either of the following methods or a combination of the two Using the EDGE STATUS file A record in the EDGE ST...

Page 700: ...can be used in a logic flow to read other data files or perform advanced screen routing The logic flow should be attached to the first outbound screen of the EDGE guide In this case you would not be required to seed the calls into EDGE Combination method A combination of the above methods can be used to determine the data to present to an agent in a screen pop By default EDGE always checks to see ...

Page 701: ...ent EDGE Campaign Administration When using EDGE campaign administration when agents log in and log off in telephony mode the campaigns specified for each agent are opened closed or updated from EDGE as necessary After the ini tial setup described in the section Davox Setup no campaign administration is required in Davox EDGE handles it automatically External Campaign Administration When using ext...

Page 702: ...ation Telephony Gateway Reference Manual 702 Note If an agent begins executing EDGE telephony commands before the campaigns are opened the agent will receive an error mes sage 21012 and not be able to operate in telephony mode ...

Page 703: ... Command is not supported Command is partially supported For information see the command documentation Davox Avaya Davox Avaya External Call List Davox Avaya No Callset Admin Davox NorTel Davox NorTel External Call List Davox NorTel No Callset Admin Agent Logoff Agent Logon Alternate Answer Campaign Resume Campaign Suspend Cancel Conference Cancel Transfer Check for a Call Close Campaign Close Lin...

Page 704: ...etrieve a Call from Hold Send DTMF Tones Set Campaign Options Start Automated Telephony Table I 7 Davox TELEPHONY Commands continued Command is supported Command is not supported Command is partially supported For information see the command documentation Davox Avaya Davox Avaya External Call List Davox Avaya No Callset Admin Davox NorTel Davox NorTel External Call List Davox NorTel No Callset Adm...

Page 705: ... Dialer with Callset Update Telephony Servers Wait for a Call Table I 7 Davox TELEPHONY Commands continued Command is supported Command is not supported Command is partially supported For information see the command documentation Davox Avaya Davox Avaya External Call List Davox Avaya No Callset Admin Davox NorTel Davox NorTel External Call List Davox NorTel No Callset Admin ...

Page 706: ...mand Unison Call Message X Call Message Agent Logoff LOGO Not applicable Agent Logon LOGN Not applicable Alternate INPU F02 STOG Answer Not applicable SANS Campaign Resume OCM_RESUME Not applicable Campaign Suspend OCM_SUSPEND Not applicable Cancel Conference RES_PROMPT to Confirm Conference N Not applicable Cancel Transfer RES_PROMPT to Confirm Transfer N SDRT Check for a Call No corresponding me...

Page 707: ...NPU F16 SHLD Make Agent Available AVAL Make Agent Unavailable UNAV OBRK Native Command Depends on termination code sent Depends on termi nation code sent Open Campaign OPEN_CAMP CCR_INSERT REC_BEGIN Open Link to Hardware VERSION Put Records REC_RECORD Retrieve a Call from Hold INPU F16 SRTH Send DTMF Tones INPU F07 DIDI Table I 8 TELEPHONY Verb Messages for Davox continued Telephony Command Unison...

Page 708: ...tart Consultation INPU F15 with confer ence or INPU F09 with transfer PCOH SCAL Start Monitoring MONA agent or MONK trunk Stop Automated Tele phony No corresponding message Stop Coach UNCC Stop Monitoring MONX Transfer INPU F09 consultative or INPU F08 blind SXFR SCXF Update Dialer with Call set No corresponding message Table I 8 TELEPHONY Verb Messages for Davox continued Telephony Command Unison...

Page 709: ...ait for a Call No corresponding message Table I 8 TELEPHONY Verb Messages for Davox continued Telephony Command Unison Call Message X Call Message Table I 9 Davox Gateway Status Codes Status Code Description 20001 Unknown command 20002 Unable to process command 20003 No campaign ID supplied 20004 Invalid campaign ID supplied 20005 Invalid state for request 20006 Invalid campaign name specified ...

Page 710: ...nge 20013 No tac_id supplied 20014 No percent abort supplied 20015 No recovery rate supplied 21001 Bad response to client 21002 Invalid message syntax 21003 Campaign definition failed 21004 OCM open command failed 21005 Invalid campaign name 21006 Already open or opening 21007 Bad reply from OCM on open 21008 Invalid application ID 21009 Invalid record request message Table I 9 Davox Gateway Statu...

Page 711: ...table already exists 21015 CCR table is in use 21016 Campaign is ending 22001 Unknown command 22002 Missing required parameters 22003 Bad ID 22004 CLM not running 22005 No contact mode 22006 No message buffer 22007 Bad user specified 22008 Not unique 22009 No memory available 22010 Bad parameter 22011 Failed to enable Table I 9 Davox Gateway Status Codes continued Status Code Description ...

Page 712: ...le 23989 Invalid class attribute pair 23990 Resource not owned by you 23991 Prior request pending 23992 Trunk ID not configured 23993 Invalid trunk request ID 23994 Invalid workstation resource ID 23995 No request ID supplied 23996 No client ID supplied 23997 No workstation ID supplied 23998 No trunk ID supplied 23999 Unable to process command due to internal errors 24001 Unknown command Table I 9...

Page 713: ... 1 Invalid parameter 2 Invalid parameter 3 Trunk number out of range Requested agent not found 25005 Invalid state for command Already logged on 25006 Invalid logon ID 25007 Invalid password 25008 Different form name 25009 Different record number 25010 Different record length 25011 Various text Check the log files for more information Table I 9 Davox Gateway Status Codes continued Status Code Desc...

Page 714: ...s codes to make it easier to distribute unsuccessful dial attempts to recall or no recall queues 25012 Form is not editable Agent is not allowed to update Database update failed 25013 Prompt text length invalid 25014 Invalid campaign 25015 Unable to establish audio path 25016 Unable to establish audio path 25017 Log off failed 25018 Unavailable failed 25019 Print server not running Message lib err...

Page 715: ...Davox Davox Messages Telephony Gateway Reference Manual 715 Telephony Event Messages Telephony Events are not supported ...

Page 716: ...GE Telephony Gateway The EDGE Telephony Gateway for SER enables the EDGE developer to build an integrated voice data application utilizing the SER tele phony technology The SER predictive dialer system is made up of the following hard ware components The SER Gateway is a computer that handles the limited SER database SER s database uses a concept of call records that are equivalent to EDGE s call ...

Page 717: ...te agent dialing is supported via SER s Enhanced Remote Agent functionality This is available from CMG v4 3 and has some specific hardware requirements See the Remote Agents section of this manual for more details This appendix describes the following SER Setup SER Messages ...

Page 718: ...teps Set Up the Network Communication Set Up the SER Campaign The SER system must be configured to properly interface with EDGE The setup steps required to accomplish this are outlined in this sec tion These directions assume that you have a working knowledge of the SER Gateway system and that your SER connection is socket For information on setting up a serial interface contact EDGE Product Suppo...

Page 719: ... on EDGE in the Telephony Device setup On the SER Gateway machine the file etc services must contain the following entries For an example see Figure J 1 Figure J 1 SER etc services file eis_hinp 5001 tcp eis_hout 5000 tcp pg etc services Network services Internet style sestet 11 tcpusers 13 tcp daytime netstat 15 tcp 53 tcpnameserver eis_hinp 5001 tcp 5000 tcp eis_hout EIS input EIS output domain ...

Page 720: ... each EDGE callset also known as campaign there must be a cor responding SER campaign The name of the campaign on SER must exactly match case sensitive the name of the corresponding EDGE callset The SER campaign has properties listed below that must to be set up to work properly with EDGE To save time creating future cam paigns it is recommended that a test or default campaign be created on SER an...

Page 721: ...returned to EDGE either as not dialed or as non connects SER should be config ured to send data to EDGE in the following format Although SER could be set to send additional data EDGE will not recognize it Export control is defined from the File Control Menu Export Control option The proper format is the following Set Up the Import Control The Import Control File defines the format of the SER summa...

Page 722: ...rmat The Record File defines the format of the SER summary call record stored in the ind file on the SER Gateway machine This may differ from the Import Control record layout if there is additional data not received from EDGE stored These are not records imported from INPOS LENGTH FIELDNAME FIELDPOS 0 39 0 1 6 ID 1 7 1 STATUS 1 8 3 AREACODE 1 11 3 PREFIX 1 14 4 TELROOT 1 18 8 CALLDATE 1 26 6 CALLT...

Page 723: ...ds returned to EDGE in a connect message SER should be configured to send data to EDGE in the following format Although SER could be set to send additional data EDGE will not recognize it The Return Field list is defined from the File Control Menu Return Field List option To work with EDGE the following format is recommended FIELDNAME LENGTH DATA_TYPE ID 6 C STATUS 1 C AREACODE 3 N PREFIX 3 N TELR...

Page 724: ...SER SER Setup Telephony Gateway Reference Manual 724 START LENGTH 1 19 ...

Page 725: ... listed in Table J 3 TELEPHONY Command Messages The following table lists the messages sent to and returned from SER when each command is executed Table J 1 TELEPHONY Verb Commands for SER Telephony Com mand EDGE to SER Gateway Message Code SER to EDGE Gateway Message Code Agent Logoff DA campaign F req_id DR cam paign agent_st_id result req_id Agent Logon No message sent No response Alternate DO ...

Page 726: ... req_id resul t Check for a Call No message sent No response Close Campaign CC cam paign force_close deassign_st del ete_files CL cam paign force_close deassign_st d elete_fileL Close Link to Hard ware DA campaign F req_id DR cam paign agent_st_id result req_id Conference NT campaign agent_st_id RC campaign agent_st_id result Dial PR cam paign record_count record_fields or RD cam paign agent_ID ph...

Page 727: ...s_code record_data date_stamp time_stamp Make Agent Avail able AV campaign agent_st_id No response Make Agent Unavailable AU campaign agent_st_id UR campaign agent_st_id result Native Command Depends on native command Depends on native command Open Campaign OC cam paign call_processor init_files req _id OR campaign result req_id Open Link to Hard ware AA campaign agent_st_id cp_st_id sec_agent_i d...

Page 728: ... Campaign Parameters CP cam paign ab_call_rate ab_call_delay R NA_count RNA_delay busy_count busy_delay rest_time billing_code ans_mach_count ans_mach_delay CP_records_per_agent resc_per_a gent_count PC campaign result Start Automated Telephony Depends on state of agent and state of campaign Depends on message sent Start Consultation DT cam paign agent_st_id phone_numbe r TR cam paign agent_st_id ...

Page 729: ...ge sent Stop Monitoring CM monitoring_ext req_id or CR monitoring_phone t req_id MN monitoring_ext req_id resul t or MS monitoring_phone t req_id result Transfer TT campaign agent_st_id TA cam paign orig_agent_st_id dest_age nt_st_id N Y req_id disp_code or TC cam paign orig_agent_st_id dest_cam p 0 request_id disp_code XR cam paign agent_st_id result TP cam paign orig_agent_st_id req_id r esult o...

Page 730: ...nse Table J 1 TELEPHONY Verb Commands for SER continued Telephony Com mand EDGE to SER Gateway Message Code SER to EDGE Gateway Message Code Table J 2 SER specific Status Messages Status Code Description 2000 No error request processed successfully 2001 Invalid SHIP message format 2002 Invalid message type code in a SHIP message 2003 Not enough fields in a SHIP message 2004 Invalid campaign ID 200...

Page 731: ... 2015 ID of agent requesting a call transfer or conference is not assigned to the campaign 2016 ID of agent requesting a call transfer or conference is not on a call 2017 ID of agent requesting a call transfer or conference has already made a request for a transfer or conference 2018 ID of agent station in a call transfer or conference call request is not recognized 2019 ID of agent station in a c...

Page 732: ...ocessor cannot complete a requested call transfer or conference call 2026 Invalid telephone number sent for a dial attempt 2027 Invalid area code sent for a dial attempt 2028 Summary call record contains the wrong number of charac ters 2029 Invalid agent ID in a SHIP message to the host 2030 Invalid force off code 2031 Invalid callback time in a SHIP HG Hangup Outbound or PR Put Record message 203...

Page 733: ... agent 2040 In a SHIP monitor message the specified agent station is not serving as a monitor 2041 Invalid value in the Init Files field of a SHIP OC Open Cam paign message 2042 Invalid value in the For Close field of a SHIP CC Close Cam paign message 2043 Invalid value in the Deassign field of a SHIP CC message 2044 A SHIP request to process data aborted because of an error reading the Return Fie...

Page 734: ... file 2051 Error processing a Campaign Parameters file 2052 Error processing a Campaign Definition file 2053 Error processing an Area Code to Time Zone Map file 2054 Resume attempted or campaign not suspended 2055 The record already active in database 2056 Error opening Reject Record file used in record selection 2057 Error creating a Hash Index table 2058 Invalid field length in message 2059 Inva...

Page 735: ...rror Code Trunk in wrong state 2074 Call Processor Error Code Station in wrong state 2075 Call Processor Error Code Station is on hook 2076 Call Processor Error Code Unable to set up conference 2077 Call Processor Error Code Bad telephone number 2078 Call Processor Error Code Bad trunk number 2079 Call Processor Error Code Bad station number 2080 Call Processor Error Code No recording device prese...

Page 736: ...or 2090 Record marked as returned was not returned 2091 Telephone number is in the Call Processor A dial result of non connected results in the record being returned to the host in a SHIP RT Return Record 2092 Monitor station specified in a Monitor Request is currently a manual monitor 2093 Monitor station specified in a Monitor Request is currently a local monitor 2094 Invalid CP station ID 2095 ...

Page 737: ...or Assigning Remote Agent 2115 SER Remote Agent Dial Attempt Trunk Error 2116 SER Remote Agent Dial Attempt Trunk in wrong state 2117 SER Remote Agent Dial Attempt Extension in wrong state 2118 SER Remote Agent Dial Attempt Extension Hook Status Error 2119 SER Remote Agent Dial Attempt Error with extension 2124 SER Remote Agent Dial Attempt Bad Extension 2125 SER Remote Agent Dial Attempt Bad Argu...

Page 738: ...sult Answering Machine Detected 2135 SER Remote Agent Dial Result Modem 2136 SER Remote Agent Dial Result SIT Vacant 2137 SER Remote Agent Dial Result SIT Reorder 2138 SER Remote Agent Dial Result SIT All circuits busy 2139 SER Remote Agent Dial Result SIT Changed or discon nected number 2140 SER Remote Agent Dial Result SIT Unknown 2141 SER Remote Agent Dial Result Call Rejected by switch 2142 SE...

Page 739: ...s Status Code Description A A call was connected on an outbound campaign with inter active answering machine detection active a With interactive answering machine detection active the agent recognized a live voice and canceled the analysis B The dial attempt resulted in a busy signal C The record was transferred from one agent to any agent in another campaign This was a non queued transfer D The r...

Page 740: ...doned O Used for Outbound campaigns only the call was con nected to an agent o With interactive answering machine detection active the analysis identified an answering machine but the agent recognized a live voice and canceled the analysis P A preview call that was passed to a pre assigned agent p A scheduled preview callback when the callback time is reached the call will be passed to a pre assig...

Page 741: ... agent t The dial attempt resulted in a telco SIT stating that all cir cuits are busy The call was not passed to an agent U The dial attempt resulted in a telco SIT stating that the call was not completed for the reason stated in the message The call was passed to an agent u The dial attempt resulted in a telco SIT stating that the call was not completed for the reason stated in the message The ca...

Page 742: ...ed with SER x The dial attempt resulted in a telco SIT stating that the dialed number has been changed The call was not passed to an agent V The call was not dialed because it was invalid for example because of a bad or blocked area code for example 900 Table J 3 SER Status Codes continued Status Code Description ...

Page 743: ...lephony services provided by a switch EDGE uses the Genesys API as a means of communicating with switches For information on the T Server API consult your Genesys documentation The EDGE Telephony Gateway for Genesys has been tested with the following switches Avaya Definity Nortel Meridian Any switch supported by Genesys should work however there may be slight difference between how these switch i...

Page 744: ...ifferences might affect EDGE please refer to Genesys documentation for your switch This appendix describes the following Genesys Messages Inter Site Data Transfer Genesys High Availability Dynamic VDN Registration Miscellaneous Data Format Miscellaneous Telephony Command Genesys Telephony Events ...

Page 745: ...nds supported with your switch and Genesys see Table 8 1 TELEPHONY Command Messages Table K 1 lists the messages sent to Genesys when each command is executed Table K 1 TELEPHONY Verb Commands for Genesys Telephony Command EDGE to Genesys Messages Agent Logoff TAgentLogout Agent Logon TAgentLogin Alternate THoldCall then TRetrieveCall Answer TAnswerCall Check for a Call No corresponding message Cl...

Page 746: ...tSetNotReady Miscellaneous Telephony TQueryAddress Open Link to Hardware No corresponding message Redirect Call TRedirectCall Retrieve a Call from Hold THoldCall Retrieve IVR Data No corresponding message Send DTMF Tones TSendDTMF Send User Data TSendUserEvent Start Automated Telephony No corresponding message Start Consultation TInitiateTransfer or TInitiateConference Table K 1 TELEPHONY Verb Com...

Page 747: ...age Transfer TInitiateTransfer and TCompleteTransfer Update Misc Data TUpdateUserData Update Telephony Servers TRegisterAddress Wait for a Call No corresponding message Table K 1 TELEPHONY Verb Commands for Genesys continued Telephony Command EDGE to Genesys Messages Table K 2 Unsolicited Genesys Telephony Events Telephony Event Genesys Event Type Call State Agent logged off EventAgentLogout agent...

Page 748: ...ld held Call retrieved EventRetrieved retrieved Call transferred EventHeld and EventReleased transferred Conferenced EventReleased and EventRetrieved conferenced Table K 2 Unsolicited Genesys Telephony Events continued Telephony Event Genesys Event Type Call State Table K 3 Solicited Genesys Telephony Events Telephony Event Genesys Event Type Call State Agent available EventReady available Agent i...

Page 749: ...Held and EventReleased transferred Conferenced EventReleased and EventRetrieved conferenced User Event EventUserEvent user data changed Table K 3 Solicited Genesys Telephony Events continued Telephony Event Genesys Event Type Call State Table K 4 Genesys TELEPHONY Verb Events Executed by EDGE Telephony Command Telephony Event Genesys message Agent State Call State Agent Logoff Agent logged off TAg...

Page 750: ...l connected TMakeCall N A connected Disconnect Call disconnected TReleaseCall idle or available disconnected Hold Call held THoldCall N A held Make Agent Available Agent available TAgentSetReady available N A Make Agent Unavailable Agent idle TAgentSetNotReady Idle or wrap up N A Miscellaneous Tele phony N A TQueryAddress N A N A Redirect Call N A TRedirectCall N A call redirected Table K 4 Genesy...

Page 751: ...d and Call connected TInitiateTransfer or TInitiateConference N A connected Transfer blind Call held Calltransferred and Call disconnected THoldCall TInitiateTransfer and TCompleteTransfer idle or available disconnected Transfer consultative Call transferred and Call disconnected TCompleteTransfer idle or available disconnected Table K 4 Genesys TELEPHONY Verb Events Executed by EDGE continued Tel...

Page 752: ...an those listed above including sub lists above are ignored Note Although values may be received and sent as binary values EDGE does not handle binary data Thus you should ensure that only ASCII strings are sent to an EDGE agent even if the data type is specified as being binary When sending data it is not possible to put non ASCII data into a binary value When receiving data with a call See Recei...

Page 753: ...e complex format that allows for the control of data type encoding Simple Data Format For simple data transfers EDGE accepts a multi valued list of values and will assign keys in the series L0001 L0002 etc When receiving data EDGE will recognize these keys and remove them before being handled by EDGE logic So for example when sending data EDGE will accept the following in miscellaneous data 123456...

Page 754: ...tored in the first and third attributes respectively and the second attribute tells EDGE which data type to use when encoding the value The data typeis specified as an integer and may be one of the following 0 Default currently KVTypeString 1 String KVTypeString 2 Integer KVTypeInteger 3 Binary KVTypeBinary Note When receiving data it is not possible to determine the type of data received All data...

Page 755: ...omplex data formats are both accepted as a convenience as anything after the first field mark of each value is ignored Although data using the simple format may be deleted it is not recommend as determining the key name s to use may be difficult Special Key Names The Genesys telephony module has special handling for some spe cific key names and rather than populating TP DATA directly with these va...

Page 756: ...Telephony Gateway Reference Manual 756 Value is stripped of its key name before reaching EDGE logic see Simple Data Format Table 11 5 Key Name Variable stored in EDGE CollectedDig its TP DIGITS II Digits TP II_DIGITS where is any number ...

Page 757: ...see Environ ment Variable The environment variable points to the directory where the user data is preserved while the call is transferred between sites One of the major advantages of the UCID approach is that you no longer need to preconfigure destination sites in the Genesys Avaya DefinityT Server Another advantage is that you no longer use the location property to identify the destination When U...

Page 758: ...e the location property this way you need to preconfigure the destination sites in the Genesys T Server Refer to your Genesys documentation Environment Variable To enable the ability to transfer user data between sites that use Avaya Definity switches insert the following line in the profile file located in the EDGE directory after the Telephony Environment Variables comment Please make a backup o...

Page 759: ...ions The UCID number is the middle portion of the temporary filename UCID UCID number data In the following example the filename identifies a temporary user data file for UCID 0102030405060708 UCID 0102030405060708 data Determining Call Destination EDGE does not currently contain the native support to determine the location based on the phone number or other available call informa tion To determin...

Page 760: ...ue exten is the value 46001 AND COMPARE if the value exten is the value 46999 THEN COPY the value Irvine into loc ELSE COPY the value Meriden into loc Always TELEPHONY device ID setup device callset ID setup callset command transfer store status code in T statCode store status text in T statText number to dial exten send miscellaneous data arg1 T misc1 miscellaneous data arg2 T misc2 location loc ...

Page 761: ...ently support Genesys in hot standby mode If backup T Servers are configured in hot standby and a failure of the primary T Server occurs the switchover to the backup T Server will fail and the EDGE telephony server must be restarted Configuring Redundancy In warm standby mode the EDGE telephony device needs to be con figured with any T Servers that provide a connection to the switch The method for...

Page 762: ...as the following configuration options which will be enabled when addp has been selected as described above ADDP Timeout in seconds ADDP Remote Timeout in seconds For more information on how these values affect the connection to T Server please refer to your Genesys documentation ...

Page 763: ... the VDN list on the HBR tab to enter and change the list of VDNs on the switch as shown in Figure K 1 2 Select the GENESYS telephony device on the Device tab of the Telephony properties page in the EDGE Developer interface as shown in Figure K 2 3 Click the Update Telephony Servers button on the Device tab as shown in Figure K 2 As an alternative to using the Update Telephony Servers button you c...

Page 764: ...Genesys Dynamic VDN Registration Telephony Gateway Reference Manual 764 Figure K 1 Identifying VDNs on the Switch ...

Page 765: ...Genesys Dynamic VDN Registration Telephony Gateway Reference Manual 765 Figure K 2 Update Telephony Servers Button ...

Page 766: ...ng string into your logic when you invoke the EDGE Miscellaneous Telephony command Note that all command fields are required and must be entered in the order shown queue directory number address type info type where queue is the directory number of the ACD group for which infor mation is requested The queue parameter is only used in agent sta tus requests where the info type is 4 see Table K 6 For...

Page 767: ...Description 0 Address status 1 Message waiting status 2 Association status 3 Call forwarding status 4 Current agent status 5 The number of agents currently logged in a queue 6 The number of agents in a queue currently ready to receive a call 7 The number of calls in a queue 8 The type of an object in question 9 Calls query 10 Send all calls status 11 Queue login audit 12 Number of idle classifiers...

Page 768: ...scription 0 The telephony object type is unknown 1 The address is an extension line that does not belong to an ACD group 2 The address is an extension line that belongs to an ACD group 3 The address is an ACD queue 4 The address is a logical point inside the switch where the call resides while waiting to be routed 5 The address is a trunk 6 The address is a voicemail channel Table K 6 Genesys Info...

Page 769: ...ive Message Waiting is activated 7 The address is a data channel 8 The address is an announcement channel 9 The address is an AT T Adjunct Switch Application Interface 10 The address is an ACD group used for domain control of splits Specific to the G3 switch 11 The telephony object is a Virtual Soft Phone 12 The telephony object is a route queue The behavior of this object includes routing point a...

Page 770: ...the return string developers should create a table to interpret these data values See Table 7 in the Genesys T Server Release 5 1 5 Developer s Guide The response message has the following format info type info status data 1 data 2 data n where info type is the Genesys value shown in Table K 8 info status depends on the info type parameter in the response See Table K 8 ...

Page 771: ...nation A telephony object is requesting a service or is in the process of dialing the necessary digit sequence to initiate a call to another telephony object 2 Dialing Dialing is completed 3 Talking The telephony object is actively participating in a call 4 Ringing An attempt is being made to connect a tele phony object to a call It is now up to the device to take some action 5 Held A telephony ob...

Page 772: ...s Vacant Info Type Message Waiting 1 0 Activated Message waiting status is activated 1 Deactivated Message waiting status is deactivated 2 Executive Message Waiting Activated Executive Message Waiting status is activated 3 Executive Message Waiting Deactivated Executive Message Waiting status is deactivated 4 Message Waiting Not Allowed Message Waiting and Executive Message Waiting are not allowed...

Page 773: ...r the G3 switch only 3 Agent after call work If the agent work mode is set to Agent Manual In this status specifies the condition assigned to the agent after the previous call has cleared and before the agent becomes available to receive the next call This is a Not Ready state 4 Agent auxiliary work mode The agent is not ready to receive calls This is a Not Ready state Specific for the G3 switch o...

Page 774: ...red since we are querying the ACD group 10 is the address type for an ACD group 5 is the info type for the number of agents currently logged in a queue The response message for this query would be similar to the follow ing In this example assume there are two agents logged into the ACD one of the agents is available and there are 6 calls in the queue 5 2 2 1 6 where 5 is the info type 2 is the num...

Page 775: ... Telephony Command Telephony Gateway Reference Manual 775 2 is the number of agents in the queue note that this information is repeated 1 is the number of agents available in the queue 6 is the number of calls in the queue ...

Page 776: ...vent informs the agent when a third party application changes the user data attached to a call When the event is fired TP CALLSTATUS contains the event name event type connection ID and user data The EDGE server did not raise an event when attached data was changed or updated for example by Interactive Voice Response IVR This new event notifies the EDGE client that new data is avail able to retrie...

Page 777: ...ependent string that identifies the call user data Prior to EDGE v7 5 user data was stored in TP CALLSTA TUS EDGE now stores user data directly in TP DATA See Miscella neous Data Format for details on the format of this data In the following example the Attached data changed event occurred when a third party application changed the user data attached to a call In this example the user data compris...

Page 778: ...DGE see Table K 9 The call type information is saved in the TP CALLSTATUS system variable TP CALLSTATUS Syntax The syntax of TP CALLSTATUS for the Call alerting event is event name event type call type connection id where event name is alerting event type is U unsolicited Table K 9 Genesys Telephony Events Telephony Event Genesys Event Type Call State Call alerting EventRinging alerted phone ringi...

Page 779: ...tbound 4 Consult connection id is a switch dependent string that identifies the call Example The following is an example of call type information saved in the TP CALLSTATUS system variable for the Call alerting event alerting U 1 000000cf59594099 In this example an unsolicited internal message was received from a call identified by an 8 byte string ...

Page 780: ...rrently supported by EDGE TMI allows a third party telephony device to provide the CTI features to EDGE while EDGE provides the guide ser vices TMI supports a broad range of CTI features including predictive dial ing inbound calling and preview dialing some third party devices may not support all of the features described in this document For a list of supported features consult your third party t...

Page 781: ...Telephony Messaging Interface Overview Telephony Gateway Reference Manual 781 TMI Server Communication TMI Messages Call Flow Examples TMI Callset Setup TMI Status Messages ...

Page 782: ...n see the section TMI Server Communi cation Once the server is written the basic setup steps required to use the EDGE Telephony Gateway must be completed as described in the section Telephony Setup Steps The completed TMI server can be tested using an EDGE environment or if one is not installed using theTMI Simulator see page 536 Note The TMI server must be started by the user EDGE will not attemp...

Page 783: ...nication is described in this section and depicted in Figure L 1 For communicating with the EDGE telephony servers the TMI server can use a single socket to send and receive messages or two sockets one to receive messages and one to send messages The sockets must be established using a listening protocol before the EDGE tele phony servers are started For communicating with the third party telephon...

Page 784: ...set of EDGE telephony servers is started The TMI server can be started by the init process when the UNIX sys tem is started or booted or from a terminal For a description on how to launch the server when the UNIX system is started see the system administrator reference manual for your version of UNIX Server Log File The TMI server should be written so that the messages it sends and receives are wr...

Page 785: ...ephony device may not support all of the message fea tures described in this section TMI Message Format The basic format of a TMI message is shown in Figure L 2 All TMI messages have the following characteristics An ASCII based format to eliminate machine byte ordering issues A variable length with a maximum of 640 characters A fixed number of comma delimited properties A required response A tag i...

Page 786: ...e variable of bytes Comma delimiter Tag ID variable of bytes Message Properties comma delimited variable of bytes For Example 0 0 2 7 H A N G U P 0 4 0 0 1 4 7 A C 3 4 1 Table L 1 TMI Message Summary Listing Message Description ABORT Shuts down communication between the servers AGTSTATS Indicates the change in status of an agent ALRT Sent when an incoming call has arrived phone is ringing at an ag...

Page 787: ...an agent and two callers CONFCANC Cancels a conference call if the parties are not yet connected CONFIG Sends the configuration parameters defined in the EDGE telephony device to the TMI server CONNCT Sent when a call is connected to an agent CONSULT Places a caller on hold and establishes a connection to a third party CPCLOSE Closes a predictive dialer campaign CPOPEN Initiates a predictive diale...

Page 788: ...an agent and two callers CONFCANC Cancels a conference call if the parties are not yet connected CONFIG Sends the configuration parameters defined in the EDGE telephony device to the TMI server CONNCT Sent when a call is connected to an agent CONSULT Places a caller on hold and establishes a connection to a third party CPCLOSE Closes a predictive dialer campaign CPOPEN Initiates a predictive diale...

Page 789: ...a call on hold LOGOFF Logs an agent out of predictive dialing campaigns or ACD queues LOGON Logs an agent into predictive dialing campaigns or ACD groups MISC Passes any command string to the CTI device with out it being validated by EDGE to ensure it is correct If the CTI device provides information in response to the command typically it is passed to an agent in the data field of a RESP message ...

Page 790: ...e third party telephony device who responds with a RTREQ if the call connects or a Call Stats if the call does not connect PREVIEW Dials a phone number RECCANC Cancels the recording of an agent s phone call RECPAUSE Pauses the recording of an agent s phone call RECPLAY Plays a recorded phone call at a specified station RECRESUME Resumes the recording of an agent s phone call RECSTOP Stops the reco...

Page 791: ... a call record is rejected as invalid This mes sage originates from TMI server RETRIEVE Retrieves a held call RTREQ Sent to request a host based routing destination EDGE responds with a RTSELCT message This mes sage originates from TMI server RTSELCT Responds to a request for a route destination by specifying an extension or queue for a call SEND_DTMF Sends dual tone multi frequency DTMF tones whi...

Page 792: ...erties for the message When sending a message each of these bulleted properties is comma delimited optional properties that are not included should have a placeholder comma Note The message properties in the following tables only specify the variable message properties the message length message name and tag are also required as shown in Figure L 2 TRANS Sends a call to another agent ACD group or ...

Page 793: ...he description of the message Station Number The station number property used with some of the messages can be whatever designator is used to identify and login agents This is the same value used as the extension in an agent s workstation ID The value used and how it is termed depends on the type of third party telephony device used For example with CV LAN this may be an extension or skillset numb...

Page 794: ... Monitoring Messages Recording Messages Agent Messages Table L 2 describes the agent messages that can be sent from the EDGE Telephony servers to the TMI server The TMI server must respond with a RESP message if using telephony events an AGT STATS response may also be needed These messages originate from ...

Page 795: ...mpaign IDs or ACD queues optional Separate multiple values with colons The station number The work mode This can be any alphanu meric value understood by the TMI server and the CTI device or one of the following II Available inbound implicit IE Available inbound explicit A Available U Unavailable AW Unavailable auxiliary workmode WM Unavailable wrap up mode MB Unavailable make busy The reason the ...

Page 796: ...r of the person coaching The ID of the person to coach The station number of the person to coach COACHSTP Stop Coach Stops the coaching of an agent s call The ID of the person coaching The station number of the person coaching The ID of the person being coached The station number of the person being coached Table L 2 TMI Agent Messages continued Message TELEPHONY command Description Properties ...

Page 797: ...tbound For example CAM1 O CAM2 I CAM3 O or QU1 I QU2 I ACDs are always set to inbound The station number The logoff level can be 1 to indicate a normal logoff or 2 to indicate a forced logoff optional The logoff reason optional This can contain any alphanumeric value that can be inter preted by the TMI server and CTI device or can be one of the following 1 Break 2 Lunch 3 End of work 4 Personal re...

Page 798: ...M2 I CAM3 O or QU1 I QU2 I ACD queues are always set to inbound The agent ID The station number The station password optional MON Start Monitor ing Allows a supervisor to moni tor an agent s call The ID of the person monitoring the call The station number of the person monitor ing the call The ID of the person being monitored The station number of the person being monitored MONST PACD Stops monito...

Page 799: ... be needed The call messages originate from EDGE and are either sent automatically using the MONSTP Stop Monitor ing Stops the monitoring of an agent s call The ID of the person monitoring the call The station number of the person monitor ing the call The ID of the person to monitor The station number of the person to monitor STPREGVD N Stops monitoring a VDN extension for host based routing The V...

Page 800: ...er The switch assigned ID of the active call The switch assigned ID of the held call ANSWER Answer Answers a call The station number The switch assigned call ID CONF Conference Connects an agent and two callers The station number The switch assigned ID of the active call The phone number to conference into the call If null a held third party is added optional The switch assigned ID of the held cal...

Page 801: ...ion number The switch assigned ID of the active call Data to send if dialing another agent optional If specified this data must be sent with every message relating to the call until the call is disconnected The phone number or operator ID to dial Optional alphanumeric property Not cur rently supported Table L 3 TMI Call Messages continued Message TELEPHONY command Description Properties ...

Page 802: ...onnect a 1 indi cating to disconnect the first party added to the call or a 2 indicating the second party added to the call optional Callback date and time Typically used with predictive dialers who support call resched uling the format depends on what the dialer supports optional HGPALT Disconnect Alternate Disconnects a call on hold The station number The switch assigned ID of the held call HOLD...

Page 803: ...ess code to make an outbound call on the trunk line optional The number of rings before a call is consid ered a no answer and is disconnected The value indicating what type of answer ing machine detection is used can be one of the following 0 Disconnect the call if an answering machine is detected 1 Connect the call to an agent if an answering machine is detected 2 Do not detect answering machines...

Page 804: ... tion or ACD without being answered first The station number The phone number queue or operator ID to redirect the call to The switch assigned call ID RETRIEVE Retrieve a Call from Hold Retrieves a held call The station number The switch assigned ID of the held call RTSELCT Responds to a request for a route destination by specify ing an extension or queue for a call The route destination for a cal...

Page 805: ...S Transfer Sends a call to another agent ACD group or campaign and terminates the call for the originator The station number The phone number queue campaign or operator ID to dial optional The switch assigned ID of the active call The switch assigned ID of the held call optional Data to send if dialing another agent optional If specified this data must be sent with every message relating to the ca...

Page 806: ... a predictive dialer campaign The campaign ID The campaign type can be I for inbound or O for outbound The flag indicating whether to close the campaign immediately or wait for all active calls to complete can be Y to close immediately or N to wait The flag indicating whether to return all undialed calls to EDGE can be 1 to return calls or 0 to leave the calls on the dialer CPOPT Set Campaign Opti...

Page 807: ... sends calls or 1 indicating EDGE does not send calls Optional property used to send values required by the dialer Consists of three values separated by colons For more information see TAC Options CPRESM Campaign Resume Restarts a predictive dialer campaign that was previ ously suspended The campaign ID CPSTAT Campaign Sta tus Returns the current status of the campaign and writes it to an EDGE log...

Page 808: ... indicating whether to suspend the campaign immediately or wait for all active calls to complete can be Y to sus pend immediately or N to wait The flag indicating whether to logoff all agents from the campaign can be Y to logoff agents or N to leave the agents logged onto the dialer Table L 4 TMI Campaign Messages continued Message TELEPHONY command Description Properties ...

Page 809: ...nected calls from the predictive dialer The campaign ID The number of records to retrieve The record ID to retrieve Only used if requesting one specific record The record ID must match the record ID in the SNDREC message optional The status of records to be retrieved optional SNDREC Put Records Sends one or more call events to the dialer The campaign ID The number of records being sent The call re...

Page 810: ...Telephony Messaging Interface TMI Messages Telephony Gateway Reference Manual 810 phony events see Chapter 10 For a list of the default agent and call states that can be monitored see Table 10 1 ...

Page 811: ...Agent is in Agent wrap up mode 16 Agent is in Agent inbound implicit mode 17 Agent is in Agent inbound explicit mode 18 Agent is in Agent make busy mode The campaign ID optional ALRT Call alert ing Sent when an incoming call has arrived phone is ringing at an agent station or a spe cific trunk The station number The switch assigned ID of the call The ANI The DNIS The ACD queue the call came from o...

Page 812: ...tatus changes The numeric station virtual station or exten sion number The switch assigned ID of the call The call state or reason a predictive call was disconnected See Table L 6 for a list of the possible values The campaign ID or data for the call Table L 5 TMI Event Messages continued Message Event Description Properties ...

Page 813: ...he number of agents logged into the cam paign The number of active calls for the campaign CONNCT Call con nected Sent when a call is connected to an agent The station number The call type can be O for outbound predic tive or P for manually dialed calls The campaign ID The switch assigned ID of the call The collected digits optional The II digits optional The call record ID previously sent with the...

Page 814: ...connected 16 Call barred 3 Call transferred 17 Reorder or denial SIT tone 4 Conferenced 18 No circuits available SIT tone 5 Call held 19 Unassigned number 6 Call retrieved 20 Unknown tone 7 Modem Note Values 7 20 are only available if using EDGEdial for TMI 8 Phone number busy 9 Phone number changed 10 Phone number invalid 11 Answering machine 12 Fax machine 13 Number out of order 14 No answer ...

Page 815: ...Can be sent from either the EDGE server or the TMI server The numeric status code The text describing the status For possible values see Table L 10 and Table 8 9 CONFIG Sends the configuration parame ters defined in the EDGE tele phony device to the TMI server The EDGE server sends this mes sage automatically when it starts communicating with the TMI server The configuration settings specified in ...

Page 816: ... needs more call records to dial This message origi nates from TMI server The campaign ID The number of records required RESP Sent to indicate the success or fail ure of a message This message originates from TMI server The message being responded to The status code can be 0 for success or a negative value for failure For possible errors see Table L 10 and Table 8 9 An alphanumeric field that can ...

Page 817: ... RTREQ Sent to request a host based rout ing destination EDGE responds with a RTSELCT message This message originates from TMI server The switch assigned ID of the call The ANI The DNIS The ACD queue the call came from optional The collected digits optional The II digits optional The data provided by the switch with the call optional If specified this data must be sent with every message relat ing...

Page 818: ...ONACD N A Begins the monitoring of an ACD queue The ACD group to be monitored MONEXT Start Monitoring Begins the monitoring of an agent station The station number MONTRUNK N A Begins the monitoring of calls on a specified trunk line The trunk ID to be monitored MONST PACD N A Stops the monitoring of an ACD queue The ACD group to stop monitor ing MONVRU N A Begins the monitoring of a VRU port The V...

Page 819: ... Subcommand Cancels the recording of an agent s phone call The station number The recording ID REC PAUSE Voice Message Pause Subcommand Pauses the recording of an agent s phone call The station number The recording ID An optional 15 byte alphanumeric field to pass data to the recorder RECPLAY Voice Message Play Subcommand Plays a recorded phone call at a specified station The station number The re...

Page 820: ...D An optional 15 byte alphanumeric field to pass data that can be saved with the recording to assist in identi fying it RECSTRT Voice Message Record Subcommand Begins the recording of an agent s phone call The station number The recording ID An optional 15 byte alphanumeric field to pass data to the recorder Table L 9 TMI Recording Messages continued Message TELEPHONY command Description Propertie...

Page 821: ...TMI server responds with a RESP message indicating suc cess or failure If successful the TMI server should also send an AGTSTATS event for each queue indicating the status of the agent is now Logged On 0029RESP 0 LOGON 0 Successful 0022AGTSTATS 0 11 4000 0022AGTSTATS 0 11 4010 3 The agent is now made available on the ACD queues causing a CHNGWM message to be sent by the EDGE servers 0029CHNGWM 0 4...

Page 822: ...mand button in the guide to send an ANSWER message to the TMI server 0023ANSWER 0 4004 12345 7 The TMI server should respond with a RESP message indicating success or failure If successful the TMI server should also send a CALLSTATS event indicating the call status has been changed to Connected 0030RESP 0 ANSWER 0 Successful 0029CALLSTATS 0 4004 12345 1 If the call was answered automatically becau...

Page 823: ...he status of the agent is now Logged On 0029RESP 0 LOGON 0 Successful 0018AGTSTATS 0 11 3 The agent instructs EDGE to dial a call for example by select ing a command button in the guide 0031PREVIEW 0 4004 9496226200 4 The TMI server responds with a RESP message indicating suc cess or failure If successful when the target telephone is answered the TMI server should also send an CALLSTATS event indi...

Page 824: ...MI server should also send an AGTSTATS event for each queue indicating the status of the agent is now Logged On 0029RESP 0 LOGON 0 Successful 0018AGTSTATS 0 11 3 The EDGEdial server sends a request to place a predictive call now that there is an agent logged in The call is placed using a predefined virtual extension 0050PREDICTIVE 0 4009 9496226200 8001 5 0 EDGEDIAL 4 The TMI server responds with ...

Page 825: ...ICTIVE 0 EDGEDIAL 0029CALLSTATS 0 4009 12345 1 EDGEDIAL 0045RTREQ 0 12345 4009 9496226200 EDGEDIAL 5 The EDGEdial server responds with a RTSELCT message 0033RTSELCT 0 4004 12345 EDGEDIAL 6 The TMI server should only send a RESP message when the call has been routed to the specified agent or queue in which case a successful RESP message is sent followed by an ALRT mes sage 0027RESP 0 RTREQ 0 EDGEDI...

Page 826: ...essage is sent to the TMI server the TMI server should send a CALLSTATS message to EDGE indi cating the call has been disconnected furthermore the CTI interface should send a RESP indicating the RTSELCT was a fail ure because the call was disconnected 0037CALLSTATS 0 4009 12345 2 EDGEDIAL 0041RESP 0 RTREQ 10001 No call available 7 If the call is successfully connected to an agent the agent can pro...

Page 827: ...I The settings on the Admin tab are not unique to TMI and are described in the section Admin The settings on the Davox tab have different meanings for TMI and are described in the following section Only those properties that are available for TMI are described Davox Tab The Davox tab allows you to specify parameters for TMI For TMI any value can be specified in the three supported fields ...

Page 828: ...Telephony Messaging Interface TMI Callset Setup Telephony Gateway Reference Manual 828 TMI settings ...

Page 829: ...to correspond with the labels For exam ple a number indicating a pacing value could be specified in the Agents property The values are sent with the CPOPEN message in the following order TAC name Trunk lines Agents Agents Specify any numeric value to pass to the dialer Force Close Not used with TMI Trunk lines Specify any numeric value to pass to the dialer TAC name Specify any alphanumeric value ...

Page 830: ...o error The command completed successfully 5003 Agent s phone busy 5007 Command failed 5008 Command in progress 5009 Critical dialer error 5010 Dial failure during preview call 5011 Duplicate agent ID 5012 Duplicate call ID 5013 Duplicate recording ID 5014 Exceeded maximum agent limit 5015 Exceeded maximum line limit 5016 Inappropriate agent state 5017 Inappropriate call state 5019 Inappropriate s...

Page 831: ...value 5044 No such agent ID 5047 No such monitor agent ID 5053 No such recording ID 5057 No trunk available 5058 Parameter out of range 5059 Play stopped for agent release 5060 Record stopped for agent release 5062 Target ID same as source 5063 Time zone violation 5064 Target not available 5065 Unrecognizable message 5066 VRU in use 5067 Warning error Table L 10 TMI Status Codes continued Status C...

Page 832: ...ecified for agent logon attempt 6011 Extension already in use during agent logon attempt 6012 No agent signed on with the specified extension 6022 Maximum number of links to monitor has been exceeded 6028 Unable to allocate a virtual agent 6031 Invalid group 6036 Unable to connect the trunk to an agent 9013 Database error 9014 System error 9017 Command not supported 9025 Operation timed out 9027 E...

Page 833: ...03 Error closing socket 9404 Connect failed 9406 Error opening socket device 9407 Error reading from a socket 9408 Error writing to a socket 10000 No trunks available 10001 No call available 10002 Invalid access code 10003 Invalid number 23899 Channel number not set 23926 Bad channel Table L 10 TMI Status Codes continued Status Code Description ...

Page 834: ...ing algorithm software with a PBX hard ware to provide call functionality for both inbound and outbound environments The EDGEdial Plug In is implemented in an environ ment using a PBX Gateway that requires predictive dialing The EDGEdial Plug In with the Systel SoftDial software and hardware provides the predictive dialing capabilities The EDGEdial Plug In requires an EDGE Telephony Gateway to wor...

Page 835: ...ny Gateway Reference Manual 835 EDGEdial Software Architecture General EDGEdial Plug In Setup Aspect Application Bridge Configuration for EDGEdial CV LAN Switch Configuration for EDGEdial Server Communication EDGEdial Plug In Messages ...

Page 836: ... as seen below enter the number of the third party predictive algorithm you will be using Select predictive dialing algorithm from the following company 1 AIT Dialer Enter the dialer 1 or q to quit Next at the prompt to select a CTI link as seen below enter the num ber of the CTI link PBX gateway you will be using Select CTI link 1 ASAI 2 ASPECT 3 ASPECT Contact Server 4 TMI Enter the CTI link 1 2...

Page 837: ...M 1 Hardware Components for EDGEdial Gateway Hardware Components Aspect The standard Aspect configuration with the addition of the Outbound Application Integration option and an Answer Detection card Aspect CS The standard Aspect Contact Server configuration with the addition of the Outbound Application Integration option and an Answer Detection card CV LAN The standard CV LAN configuration with t...

Page 838: ...EDGEdial Hardware Architecture Telephony Gateway Reference Manual 838 Figure M 1 EDGEdial Plug In for CV LAN Hardware Components EDGEdial Dialer PC PBX Call Classifier Card EDGE Server CV LAN PC ASAI Phone lines Trunks ...

Page 839: ...ctive interface and the generic CTI layers The predictive interface layer sends and receives predictive functions to the dialer The generic CTI layer per forms the dialer requests In summary the dialer provides the predic tive algorithm and campaign management while the PBX provides telephony services for all dialer requests Figure M 2 EDGEdial Plug In Architecture Predictive Interface Layer Gener...

Page 840: ...tion for EDGEdial CV LAN Switch Configuration for EDGEdial Inbound Predictive Agent Setup When using the EDGEdial Plug In agents can be set up for either inbound or predictive calls but not both concurrently Agents cannot switch dynamically between inbound calling and pre dictive dialing To switch agents must log out of EDGE client modify their workstation ID then log back in Inbound Calling When ...

Page 841: ...f a specified ACD queue uses the same name as a defined callset it is assumed to be a callset and the agent is placed in predictive dialing mode Predictive Dialing If a valid callset is specified in an agent s workstation ID the agent is considered to be set up for predictive dialing When an agent is set up for predictive dialing all features of the dialer are available The dialer places the agent...

Page 842: ...Link to Y to allow the EDGE dial Plug In to receive CDM Call Disconnect Message mes sages Specify a comma as the delimiter for the fields in all mes sages sent to and from Aspect Configure the 12 byte HEADER field for all Aspect messages to the IP address of the Data System Interlink Define the local country code This should match the country calling code in EDGE For information on defining the ED...

Page 843: ...ation on CCT commands consult your Aspect documenta tion Table M 2 Sample Aspect CCT for EDGEdial Plug In Step Command Attributes Description 1 SELECT TRUNK BY GROUP NUMBER 34 ON SUCCESS EXECUTE STEP 3 Searches for an available trunk in trunk group 34 2 DISCONNECT Disconnects the outbound call if a trunk is not available 3 DIAL LAST _____DIGITS OR FROM Dials the number specified in variable The va...

Page 844: ...ARIABLE A ON SUCCESS EXECUTE STEP 7 Attempts to connect the call to the exten sion specified in variable A of the CIMR message The data variable used in the CCT is configurable but must match the Agent ext field specified in the EDGE tele phony device 7 SEND CONNECT LINK 1 SUBTYPE _____ Sends a CCM Call Connect Message to the predictive dialing software 8 CONNECT Sends the voice portion of the cal...

Page 845: ...efine the Trunk Group Identify the CV LAN Link Extension Create and Define Vector Associating the VDN s to a Vector Define Workstations as Auto Answer and Verify COR Value Setup SIT Tones Management Determine the Number of Trunk Lines The EDGEdial Plug In requires trunk lines to dial predictive calls Depending on your business needs all or some of the trunk lines on the PBX may be dedicated for pr...

Page 846: ...groups to make billing and reporting easier Define the Trunk Group COR Class of Restriction The class of restriction must be set to allow outbound dialing The COR value for the trunk group must be greater than or equal to the COR defined in the CV LAN link extension To display the current COR settings enter the following for the COR number associated with your trunk group Display COR n The setting...

Page 847: ...Queuing n Restriction Override all restricted call list n Access to MCI y Category for MFC ANI 7 Send ANI for MFE n Hear system music on hold n APLT y Calling party restriction none Called party restriction none Forced entry of account codes n Direct agent calling n Facility access trunk test n Fully restricted service n Table M 3 Class of Restriction Values continued Field Value ...

Page 848: ... link extension To display the current trunk group settings enter the fol lowing where n is your trunk group number Display trunk group n The settings recommended by Pitney Bowes are listed in Table M 4 PASTE Display PBX data on phone n Calling permission 0 95 y set all to yes Table M 3 Class of Restriction Values continued Field Value Table M 4 Trunk Group Values Field Value Group number 1 Group ...

Page 849: ...h 0 Comm type voice Prefix 1 y Group type co COR 1 Outgoing display n Busy threshold 99 Country 1 Auth code n Trunk flash n CDR reports n TN 1 TAC 8001 Night service null Incoming destination 4000 Digit absorption list null Toll restricted y TRUNK PARAMETERS Table M 4 Trunk Group Values continued Field Value ...

Page 850: ...c Auto guard n Terminal balanced n Disconnect supervision in y Disconnect supervision out n Answer supervision timeout 0 Call still held n Trunk gain high Cut Through n Disconnect timing msec 500 Sig bit inversion none RA trunk loss 0db Cyclical hunt y Receive answer supervision y TRUNK FEATURES ACA assignment n Table M 4 Trunk Group Values continued Field Value ...

Page 851: ... the link extension to perform the route The link extension must have a COR value equal to or greater than the COR value set for the trunk group To find the CV LAN extension and its settings enter the following List extension type Find the CV LAN extension Verify the value in the COR column is equal to or greater than the COR value set for the trunk group Abandoned call search n Suppress outpulsin...

Page 852: ... select capability with the destination address set to the agent s extension back to the PBX Gateway The PBX routes the call to the agent To display the vector settings enter the following Display vector n The first logic line must be the adjunct routing link as follows adjunct routing link ASAI link ext Associating the VDN s to a Vector The vector logic must be associated with each VDN used for p...

Page 853: ...fers to the agent The agent has to answer the call manually or through EDGE logic causing possible voice delays To display the auto answer set ting for each station enter the following Display station n Pitney Bowes recommends the auto answer property is set to all Setup SIT Tones Management Set the SIT tones on the switch for optimal performance This will allow the switch to drop calls which do n...

Page 854: ...ngs recommended by Pitney Bowes are listed in Table M 5 Table M 5 SIT Tone Values Field Value SIT ineffective other dropped SIT intercept dropped SIT no circuit dropped SIT reorder dropped SIT vacant code dropped SIT unknown answered AMD treatment dropped Pause duration seconds 2 0 Talk duration seconds 1 5 ...

Page 855: ...both the PBX Gateway and the dialer as shown in Figure M 3 EDGE serves as the intermediary between the dialer and the PBX because they cannot communicate with each other directly Figure M 3 EDGEdial Plug In Communication EDGE Telephony Servers guide switch and database tpas_server tpsd_server Dialer PBX XGUIDE EDGEdial for CV LAN TMI server EDGEdial for TMI EDGEdial for Aspect ...

Page 856: ... of telephony servers The tpsd_server forks two processes one to receive messages from the dialer and one to send messages to the dialer The processes have the same name because they are forked but the process ID number for each tpsd_server is different The tpsd_server resides on the EDGE server The messages for the tpsd_server are written to three log files described in the section Telephony Logs...

Page 857: ...he message to Aspect Aspect per forms an agent logon 3 Aspect sends a message to the switch server that the agent is successfully logged in 4 The switch server sends a message to the guide server request ing that the agent be logged on to the dialer 5 The guide server sends a message to the tpsd_server The tpsd_server communicates with the dialer to request an agent logon 6 The dialer sends a mess...

Page 858: ...the PBX via the ASAI protocol to request an agent logon 3 The PBX sends a message to the tpas_server or TMI server that the agent is successfully logged in 4 The tpas_server or TMI server sends this message to the switch server 5 The switch server sends a message to the guide server request ing that the agent be logged on to the dialer 6 The guide server sends a message to the tpsd_server The tpsd...

Page 859: ...allset was speci fied the agent is made available on the dialer Otherwise the agent is made available for inbound calling for the telephony gateway and is not available for predictive dialing 2 The guide server sends a message to the tpsd_server The tpsd_server communicates with the dialer to request the agent be made available 3 The dialer sends the tpsd_server a message that the agent is availab...

Page 860: ... gate way used with the Plug In See the appendix for the EDGE telephony gateway you are using with the Plug In EDGEdial Plug In Status Messages The status codes returned to EDGE when an error occurs with the EDGEdial Plug In vary depending on the source of the error Errors are returned from either the PBX Gateway or the dialer Note The tables in this section only document the errors related to fai...

Page 861: ...he call To handle this EDGE sends a call_failure message to the d cause value set to CIRCUIT_B dialer retains the call record aled 3 C_FACUNSUB Capability is implemented not subscribed to by the requestor Service or option not subscribed provisioned To handle this EDGE sends a call_failure message to the d cause value set to OTHER Th returns the call record to ED 44 C_NO_TRUNKS No trunks available...

Page 862: ...tting bits for ANS_MAP property A Make Predictive Call Request Response MPCRR is sent for all other predictive call failures 33 C_CALL_REJECTED Call rejected Attempting to use a trunk access code to access a PRI trunk To handle this EDGE sends a call_failure message to the d cause value set to CIRCUIT_B dialer retains the call record aled 45 C_NO_CLASSIFIERS No classifiers available To handle this...

Page 863: ...ting bits for ANS_MAP property CDM NANS_02 24 SIT 2 detected The call is sent to an agent or disconnected depending on the bit set for VC Vacant code in the Setting bits for ANS_MAP property CDM NANS_03 1 SIT 3 detected The call is sent to an agent or disconnected depending on the bit set for the NCe No circuit inter lata in the Setting bits for ANS_MAP property CDM NANS_04 6 SIT 4 detected The ca...

Page 864: ...it set for the ROa Reorder intra lata in the Setting bits for ANS_MAP property CDM NANS_07 1 SIT 7 detected The call is sent to an agent or disconnected depending on the bit set for the NCa No circuit intra lata in the Setting bits for ANS_MAP property CDM NANS_09 9 No answer is detected The call is sent to an agent or disconnected depend ing on the bit set for the No voice in the Setting bits for...

Page 865: ...ed depending on the bit set for the Human voice with AMD shorter delay in the Setting bits for ANS_MAP property CDM NANS_32 6 A call failure occurred There was no tone or voice received within 10 sec onds after dialing CDM NANS_33 9 A RNA timeout occurred because there was no answer CDM NANS_40 5 The call was answered by an answer ing machine CDM NANS_41 1 A busy tone was detected CDM NANS_42 1 A ...

Page 866: ...thers 30 Another error occurred and the call was disconnected MPCRR V 30 Unable to allocate a virtual agent there are no agents available to take the call MPCRR B 30 Invalid values for the Setting bits for ANS_MAP property or the Setting bits for AD_PARAM property MPCRR C 30 Invalid CCT number specified in the Trunk Access Code property MPCRR I 30 Invalid digits specified in the Max rings property...

Page 867: ...30 Error while processing the request typically indicates outbound integra tion is not enabled on the Aspect sys tem MPCRR R 30 Invalid value in the ROUTE field Table M 7 EDGEdial for Aspect and Aspect Contact Server Call Failure Status Codes continued Message Value Dialer Code Description Table M 8 EDGEdial for TMI Call Failure Status Codes Status Code Description 10000 No trunks available 10001 ...

Page 868: ...sposition unsuccessful dial attempts to recall or no recall queues For a list of status codes returned by the EDGEdial Plug In see Table M 9 Table M 9 EDGEdial Plug In Call Result Codes Status Code Description A Answering machine B Busy C Telephony number changed D Call failure F Fax M Modem N No answer O Telephone number out of order R Call rejected a Abandoned call b Incoming calls barred d Dupl...

Page 869: ...t messages returned to EDGE or executed by EDGE vary depending upon the telephony gateway used with the EDGEdial Plug In See the appendix for the EDGE telephony gateway you are using with the EDGEdial Plug In u Telephone number unobtainable x Other Table M 9 EDGEdial Plug In Call Result Codes continued Status Code Description ...

Page 870: ...ATE field 287 TP INEXT field 287 TP OUTEXT field 287 Numerics 0xaba00021 see Guide server queue 0xaba00022 see Database server queue 0xaba00023 see Switch server queue 0xaba00025 see Client queue 0xaba00026 see Data server queue 0xaba00027 see Host based router queue 0xaba00028 see Alternate database server queue 0xaba00029 see EDGEdial server queue ...

Page 871: ...306 AIT TCP port 82 Alias 116 130 Allow TSR into guide without operator access record 103 105 alt_dbase log0 479 Alternate command 308 Alternate database server 42 Alternate phone number selection 150 165 alternate dial type 153 161 178 228 256 alternate phone number 179 callback 179 starting index 180 which alternate number 159 161 180 257 ALTINDEX field 151 164 ALTPHONE field 151 180 ANI field 6...

Page 872: ...69 data fields 607 619 DNIS field 70 switch login ID 123 130 switch login password 123 130 Auto startup 262 270 Auto Dial screen 263 270 279 494 Auto In Sequence 76 Automatic call distribution module see ACD Automatic Number Identification 11 262 268 271 448 Auto Receive screen 260 266 493 Auxiliary sequence 75 Available mode 118 130 inbound explicit 76 inbound implicit 76 B Blended calling overvi...

Page 873: ... 604 606 Call ID is phone number 169 Call result messages Davox related 714 EDGEdial related 868 EIS related 742 SER related 739 Callcenter address 60 CallPath communication 639 640 remote setup 640 641 setup 642 Callset administration 166 181 Callset administration options EIS 1 dialer options 209 220 EIS 2 dialer options 220 224 projects 225 queues 227 233 Callset area 166 CALLSET file 486 543 5...

Page 874: ...er 33 Campaign resume command 312 Campaign status command 314 Campaign suspend command 318 Cancel conference command 320 Cancel transfer command 322 Check for a call command 266 276 323 CLEANTMP utility 292 Client queue 42 266 274 276 277 Close campaign command 325 Close link to hardware command 327 Coded project default mapping 111 overview 110 setup 111 Collected digits 453 Collected field 69 60...

Page 875: ...g file 479 Data server queue 42 Database server 25 42 267 275 277 Database server queue 42 267 275 277 Davox concepts agent assignment 677 call modes 682 call scripts 674 call tables 674 call types 680 campaign flow 673 termination codes 678 Unison calls 680 X calls 680 Davox servers 34 690 696 Davox setup agent recalls 679 applications 683 call scripts 683 call tables 688 callback scheduling 679 ...

Page 876: ...field 165 Device setup 56 76 Device communication delay between retries 62 heartbeat rate 68 input TCP ports 60 658 659 695 interface type 59 maximum retries 62 output TCP ports 61 658 659 Device type 59 Dial command 334 Dialed Number Identification Service 11 14 47 110 112 267 Dialer disposition code 417 Dialer Gateways definition 521 Dialer Message screen 111 493 DIALER queue 276 DIALER queue se...

Page 877: ...see Expert Agent Selection EDGE Client trace 503 EDGE Customer Care 7 EDGE Product Support see Portrait Software Customer Care EDGEdial Plug in agent setup 840 841 architecture 837 839 Aspect switch configuration 842 844 Lucent G3 switch configuration 845 853 setup 840 853 EDGEdial server 38 EDGEdial server queue 42 EDGEdial log0 482 EDGEdialrcv log0 482 EDGEdialsnd log0 482 EDGEO INI file 135 136...

Page 878: ...m 216 no connects 216 number not in service 217 rejected record 217 rescheduled dial attempt 218 ring no answer 218 suppress campaign out of call message 224 unknown number 219 EIS campaign parameters answering machine count 222 answering machine delay 222 billing code 212 busy count 222 busy delay 222 call processor ID 213 call processor records per agent 222 no answer count 223 no answer delay 2...

Page 879: ...e coded selection 105 Enable telephony 49 Enhanced alternate phone number selection 157 165 Environment variable DUMP_TELEPHONY_ARGS 503 Environment variables CONSOLE 438 600 FLUSH_SOCKETS 657 694 MAX_LOGFILE_SIZE 478 600 657 695 STAT_INTERVAL 482 600 TMI_CALLID_REQUIRED 600 TPHNY_CONSULT_PATH 600 607 619 TPHNY_LOG_PATH 477 600 Error messages see Status messages Event Bridge software 64 604 605 Ex...

Page 880: ...565 579 TPHNY_EVENT 488 TPHNY_INTF 51 488 580 592 TPLOG 488 596 598 Filter ad hoc ID 255 FLUSH_SOCKETS variable 657 694 G Genesys Attached data changed event 776 777 Call alerting event 778 779 dynamic VDN registration 763 765 Genesys messages 745 751 Genesys server redundancy 495 501 inter site data transfer 757 760 Miscellaneous Telephony command 766 775 Get message on preview connects 175 Get r...

Page 881: ...720 Host based routing call control table 604 608 609 default account 87 enable DNIS mapping refresh 87 host based router server 35 message queue 42 multithreaded 450 overview 15 448 process 452 server 450 server creation 457 server log file 480 server restart 87 setup 454 458 task creation 454 tphbr_server process 450 457 459 I Implicit command execution 10 Inbound calling overview 14 ...

Page 882: ...erver 35 ivr log0 481 IVR API call control table 609 log files 481 retrieve VRU data command 384 ivrrcv log0 481 ivrsnd log0 481 L List enabled telephony gateways 49 Location of log files see TPHNY_LOG_PATH variable Log files alternate database server log 479 asai log 657 daemon log 479 data server log 479 database server log 479 default size 477 657 695 EDGEdial log 482 EDGEdial receive log 482 E...

Page 883: ...ting maximum size 29 31 65 STAT_INTERVAL variable 482 statistic log 482 switch server log 483 tpadmin log 483 TPHNY_LOG_PATH variable 477 tpunison server log 483 twsapi log 483 wsapi thread logs 484 xlog command 484 485 Logoff agents on suspend 222 Logoff hung AIT EDGEdial Plug in agent 365 Logon sequence 74 Long distance access codes 78 Lucent MAPD support 652 653 M Make agent available command 2...

Page 884: ...7 275 277 dumping 31 guide server queue 42 265 274 275 host based router queue 42 ipcs command 44 naming 42 nomenclature 44 status 44 switch server queue 42 Miscellaneous data Aspect data fields 607 619 deleting sent data files 292 file location 607 619 filename 607 619 receiving data with a call 291 sending data to another switch 292 Miscellaneous telephony command 355 Module enable telephony 49 ...

Page 885: ...ive command 363 365 Nuisance rate 16 176 O Open campaign command 36 275 366 Open link to hardware command 369 Operations Guide see XGUIDE Outbound calling overview 16 P Pacing algorithm 16 PBX Gateways definition 530 PDW_QUEUE file 277 347 486 560 PDW_XFER file 487 561 PORTISON file 36 Portrait Software Customer Care 7 Precedence of workstation ID settings 115 Predictive dialing 16 Prepend digits ...

Page 886: ...ER queue 37 276 REQUEUE utility 31 37 64 481 Queues callset parameters alternate dial type 228 default callback delay 229 default destination queue 229 default end queue 230 default result 230 filter ad hoc ID 230 from queue 231 limit 231 percent 231 which alternate number 233 R Redirect Call command 376 Redundant Servers 495 Regular alternate phone number selection 152 155 Release AIT EDGEdial Pl...

Page 887: ...IDs 68 SCHED DATE field 153 SCHED TIME field 153 Screens for Telephony INERR 111 Auto Dial 263 270 279 494 Auto Receive 260 266 493 Call Center 103 271 493 Dialer Message 111 493 Project Selection 267 workstation setup 133 135 Secondary database server 35 Send DTMF tones command 385 Send user data command 387 391 Sending or receiving user data see Miscellaneous data SER Call Processor 716 SER conf...

Page 888: ...2 IVR gateway server 35 multiple tpas_servers 62 658 660 multiple tpun_servers 695 696 restarting 29 32 restarting the Davox servers 657 694 secondary database server 35 starting 28 29 265 274 starting the Davox servers 692 starting the TMI server 784 starting the tpas_server 655 status messages 440 447 stopping 28 29 31 stopping the Davox servers 694 stopping the tpas_server 657 switch server 26 ...

Page 889: ...api server 691 version 32 Set campaign options command 394 Set campaign parameters command 397 Set standard error see Status messages Setup steps 47 Shared memory 24 39 41 275 allocating 65 creating 265 274 dumping 30 maximum campaigns 72 maximum extensions 65 updating 39 275 Shutdown options close callset on last signoff 174 Start automated telephony command 400 Start consultation command 403 Sta...

Page 890: ... 714 EDGEdial related 860 862 EDGE related 440 447 EIS related 730 737 path for fatal errors 438 setting standard error 504 TMI related 830 Stop automated telephony command 111 413 Stop monitoring command 415 Switch login ID 123 130 Switch login password 123 130 Switch server 26 42 266 267 274 277 Switch server queue 42 switch log0 315 483 Synchronous commands 293 SYS fields RECORDING CHANNEL 130 ...

Page 891: ...5 EDGEdial 94 EDGEdial CTI 236 EDGEdial Dialer 250 EIS 1 209 EIS 2 220 general 58 HBR Host Based Routing 86 options 102 Projects 225 queues 227 reporting 91 task definition 459 transfer 258 Technical support see Portrait Software Customer Care Telephony area 53 Telephony configuration 102 105 Telephony device 26 Telephony dialer status 255 257 Telephony events ...

Page 892: ...essaging Interface 19 780 Telephony server number 28 32 43 487 TELEPHONY verb in Tasks 287 in ETW W verb list 51 agent logoff command 302 agent logon command 306 alternate command 308 answer command 310 Aspect messages 610 611 CallPath messages 643 645 CallVisor messages 661 663 campaign resume command 312 campaign status command 314 campaign suspend command 318 cancel conference command 320 cance...

Page 893: ...350 make agent unavailable command 352 miscellaneous telephony command 355 native command 363 365 open campaign command 36 275 366 open link to hardware command 369 put records command 276 371 374 redirect call command 376 retrieve a call from hold command 378 retrieve call information command 380 retrieve VRU data command 384 send DTMF tones command 385 send user data command 387 391 set campaign...

Page 894: ...165 TMI servers 783 784 TMI_CALLID_REQUIRED variable 600 TMI see Telephony Messaging Interface tpadmin log0 483 tpas_server program 654 657 tpdb_server process 29 36 tphbr_server process 450 457 459 TPHNY_CONSULT_PATH variable 600 607 619 TPHNY_DEV file 487 565 579 TPHNY_EVENT file 488 TPHNY_INTF file 51 488 580 592 TPHNY_LOG_PATH variable 477 600 TPLOG file 488 596 598 tpserver command 29 tpserve...

Page 895: ...ms 507 no agents can login 505 PBX gateway problems 511 server do not start 505 too much data in TP CALLHISTORY 490 U Unavailable mode 124 131 auxiliary sequence 75 wrap up sequence 76 Update dialer with callset command 423 Update telephony servers command 29 427 Use EIS RD for preview 77 Use RB instead of RT 224 V Voice message command 430 cancel subcommand 432 pause subcommand 432 play subcomman...

Page 896: ...ll calls to be completed Close Campaign 220 Wait for all calls to be completed force suspension Suspend Campaign 224 Which alternate phone number 159 161 Workstation ID setup 116 Wrapup sequence 76 Wsapi Link TCP port 85 wsapi thread logs 484 X XGUIDE 26 42 265 268 274 277 xlog command 484 485 ...

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