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IP Office Installation Page 53
15-601042 Issue 20b (16 July 2009) IP Office
System Overview: Call Center Applications
2.27 CTI Applications
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TAPILink Pro
Using the same software as TAPILink Lite, TAPILink Pro provides all of the features and functionality of TAPILink Lite,
but additionally provides third party CTI operation. This means that a single server can control and monitor any
number of telephone devices. This requires entry of a CTI Link Pro license. TAPILink Pro also provides the ability to
monitor and control groups. This allows an application to be notified when a call enters a queue, and can also redirect
it to another location. TAPILink Pro also supports additional TAPI functionality such as:
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Agent login.
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Agent logout.
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Set and retrieve divert destination.
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Set and retrieve extended divert status (Forward All Calls, Forward on Busy, Forward on No Answer, Do not
Disturb).
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Retrieving the extension locale (language).
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Set and clear the message waiting lamp.
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Enable and disable group membership.
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Generate and detect DTMF digits and tones (requires the TAPI-WAV driver).
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TAPI WAV driver
Provides software-based support for voice processing. Purchasing the CTI Link Pro RFA license key also enables 4 ports
of voice processing; additional ports can be purchased in 4 port increments. The TAPI-WAV driver is for use with TAPI
2.1 only; for TAPI 3.0, IP Office supports the Media Service Provider (MSP) interface, defined by Microsoft in TAPI 3.0.
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DevLink Pro
Provides a real-time event stream in addition to the SMDR interface provided in IP Office SMDR (see below). The real-
time event stream takes the form of a call record, which is issued whenever the state of any endpoint of a call changes
(typically there are two endpoints on a call, but for some circumstances, such as conference calls, intruded calls there
may be more).