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Chapter 6 Networked TAPI/IVR 145
Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0
In this scenario the following processes occur:
1 A call arrives on the ACD queue and the ACD software on M1-A presents the
call to a call center agent.
2
The agent selects the active call and uses lineSetCallData to set call data.
Symposium TAPI SP informs all TAPI applications monitoring the agent’s
telephone of the new call data available. The TAPI applications retrieve the
data by calling lineGetCallInfo. This data is commonly used for screen pop
purposes.
3 The Symposium TAPI SP for M1-A updates its call data objects list.
4
The agent transfers or conferences the active call to an ACD queue on the
M1-B switch.
5 The M1-B TAPI server receives the call which, in addition to containing all
mandatory information elements, also contains the network CLID. The M1-B
TAPI server interprets the message as if the call originated from the remote
Succession.
6
The M1-B TAPI server extracts the HLOC from the network CLID field and
searches its IVR host database table for the HLOC. If a match is found the
TAPI server for M1-B sends a request call data message via TCP/IP to the
M1-A TAPI server.
7
The TAPI server for M1-A receives the message and, after searching its call
data list, finds the call data for the call appearing on the M1-B TAPI server.
M1-A TAPI server sends a caller info data message back to the M1-B TAPI
server.
8
The M1-B TAPI server receives caller info data message and replaces the
CLID field with the M1-B current local CLID.
Verifying call data networking without NACD
To verify call data networking without NACD, perform the following tasks in the
TAPI browser application:
1
On the Symposium TAPI server for M1-A, select OpenAllLines in the left
hand pane.
2
On the Symposium TAPI server for M1-B, select OpenAllLines in the left
hand pane.