Nortel CTI ToolKit Manuel utilisateur

Publication#:

Document Release:

Release Date:

PeriProducer CTI Toolkit User’s Guide

for M1

(Peri-IPML V2.1)

P0606089

1.1

October 17, 2003

PeriProducer CTI Toolkit User’s Guide for M1

Page ii Nortel Networks Confidential # P0606089 Ver: 1.1

Important Notice

Nortel Networks reserves the right to make changes in the contents of this publication

including functions and specifications identified herein without notice.

The material contained in this document is intended for Nortel Networks Certified

personnel and licensed customers with a non-disclosure agreement or standard

contract.

In the absence of a written agreement to the contrary, Nortel Networks assumes no

liability for applications assistance, customer’s product/application/concepts, or

infringements of patents or copyrights of third parties arising from the use of systems

and architectures described herein. Nor does Nortel Networks warrant or represent

that any license, either expressed or implied, is granted under any patent right,

is already in use.

This document should not be reproduced, disseminated, or otherwise disclosed

without prior written consent from an officer of Nortel Networks.

This document has been copyrighted by Nortel Networks and may not be duplicated.

Table of Contents

# P0606089 Ver: 1.1 Nortel Networks Confidential Page iii

Table of Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v

Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi

Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi

How To Use This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi

Organization of This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Conventions Used in This Manual . . . . . . . . . . . . . . . . . . . . . . . viii

Solaris and Windows 2000 Conventions . . . . . . . . . . . . . . . . . . . ix

Trademark Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix

Overview of CTI Features . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Overview of CTI Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Toolkit Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

CTI, RSM, TAPI, and TAPISCCS Blocks. . . . . . . . . . . . . . 13

Toolkit Usage for Specific Product Features . . . . . . . . . . . . . . . . 15

Product Features and Resources . . . . . . . . . . . . . . . . . . . . . . 15

Product Features Application Development. . . . . . . . . . . . . 15

Toolkit Installation and Removal Procedures . . . . . . . . . . . 21

Installing and Removing the Toolkit on Windows 2000

Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Link Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Installing the CTI Toolkit. . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Removal of the CTI Toolkit on 2000 . . . . . . . . . . . . . . . . . . 22

Installation of the CTI Toolkit on Solaris Systems . . . . . . . . . . . 23

Link Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Installing the CTI Toolkit. . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Removal of the CTI Toolkit on Solaris . . . . . . . . . . . . . . . . 24

Adding the CTI Folders and Data Cards . . . . . . . . . . . . . . . . . . . 25

CTI Toolkit Blocks Reference . . . . . . . . . . . . . . . . . . . . . . . . 27

CTI Toolkit Blocks Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

CTI Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Configuration Requirements. . . . . . . . . . . . . . . . . . . . . . . . . 28

Folders and Data Cards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Error Condition Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . 28

CTI Toolkit Blocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Agent Function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

CTI Initialize. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Device Parameter Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Set Event Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Telephony Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

PeriProducer CTI Toolkit User’s Guide for M1

Page iv Nortel Networks Confidential # P0606089 Ver: 1.1

Telephony Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

User Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Device Statistics Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Send TAPI Call Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Send TAPI SCCS Call Data . . . . . . . . . . . . . . . . . . . . . . . . . 51

GetTAPIData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

CSTAPILS Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Log Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Example Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Example Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Agent Function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

CTI Initialize . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Device Parameter Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Set Event Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Telephony Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Telephony Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

User Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Device Statistics Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Send TAPI CallData/Send TAPIsccs CallData . . . . . . . . . . . . . . 70

Log Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Example Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Example Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Agent Function CSVAPI Log File . . . . . . . . . . . . . . . . . . . . . . . . 74

CTI Initialize CSVAPI Log File . . . . . . . . . . . . . . . . . . . . . . . . . 74

Set Event Handling CSVAPI Log File . . . . . . . . . . . . . . . . . . . . 75

Telephony Event Data CSVAPI Log File . . . . . . . . . . . . . . . . . . 76

Telephony Request CSVAPI Log File . . . . . . . . . . . . . . . . . . . . . 78

User Data CSVAPI Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Device Statistics Data CSRSM and CSRSMLS Log Files . . . . . 86

Send TAPI Call Data CSTAPI and CSTAPILS Log Files . . . . . 89

Send TAPI SCCS Call Data CSTAPI and CSTAPILS

Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Log Message Example Application Log File . . . . . . . . . . . . . . . 95

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Glossary of CTI Terminology . . . . . . . . . . . . . . . . . . . . . . . 101

Preface

PeriProducer CTI Toolkit User’s Guide for M1

Page vi Nortel Networks Confidential # P0606089 Ver: 1.1

Scope

The PeriProducer CTI Toolkit User’s Guide for M1 document provides product

descriptions, installation procedures, and usage information for using the CTI Toolkit

to develop applications for Nortel Networks Media Processing Server (MPS)

platforms.

In this document, Nortel Networks MPS (MPS500 and MPS1000) systems are both

referred to as Processing Server (PS) systems or Interactive Voice Response (IVR)

systems.

Intended Audience

This document is intended to assist CTI application developers with using the CTI

Toolkit. Knowledge of configuration settings of elements within a Call Center, such as

a PBX, and application development is recommended.

How To Use This Manual

This manual uses many standard terms relating to computer system and software

application functions. However, it contains some terminology that can only be

explained in the context of the MPS system. Refer to the Glossary of MPS

Terminology for definitions of MPS specific terms.

Initially, you should read this manual at least once, from start to finish. Later, you can

use the Table of Contents to locate topics of interest for reference and review.

If you are reading this document online, use the cross-reference links (shown in blue)

to quickly locate related topics. <LEFT>click once with your mouse while positioned

with your cursor over the cross-reference link. Click on any point in a Table of

Contents entry to move to that topic. Click on the page number of any Index entry to

access that topic page.

To familiarize yourself with various specialized textual references within the manual, ,

see Conventions Used in This Manual on page viii.

Periphonics is part of Nortel Networks. The name Periphonics, and variations thereof,

appear in this manual only where it is referred to in a product. (For examples, a

PeriProducer application, the PERImps package, the perirev command, etc.)

Preface

# P0606089 Ver: 1.1 Nortel Networks Confidential Page vii

Organization of This Manual

This manual is separated into chapters that describe the installation, configuration, and

usage of the CTI Toolkit.

Chapter 1 —Overview of CTI Features

A description of the CTI functions and an overview of the PeriProducer CTI Toolkit.

Chapter 2 —Toolkit Installation and Removal Procedures

Detailed instructions for installating and removing the CTI Toolkit on the Windows

platform.

Chapter 3 —CTI Toolkit Blocks Reference

Detailed usage instructions for all the CTI Toolkit blocks.

Appendix A —Example Applications

References to example applications that demonstrate the use of each CTI Toolkit

block and their major functions.

Appendix B —Example Log Files

Examples of log file output from each of the CTI Toolkit blocks.

PeriProducer CTI Toolkit User’s Guide for M1

Page viii Nortel Networks Confidential # P0606089 Ver: 1.1

Conventions Used in This Manual

This manual uses different fonts and symbols to differentiate between document

elements and types of information. These conventions are summarized in the

following table.

Conventions Used in This Manual page 1 of 2

Notation Description

Normal text Normal text font is used for most of the document.

important term The Italics font is used to introduce new terms, to highlight

meaningful words or phrases, or to distinguish specific terms from

nearby text.

system

command

This font indicates a system command and/or its arguments. Such

keywords are to be entered exactly as shown (i.e., users are not to

fill in their own values).

command,

condition

and alarm

Command, Condition and Alarm references appear on the screen

in magenta text and reference the Command Reference Manual,

the PeriProducer User’s Guide, or the Alarm Reference Manual,

respectively.Refer to these documents for detailed information

about Commands, Conditions, and Alarms.

file name /

directory

This font isused for highlighting the names ofdisk directories, files,

and extensions for file names. It is also used to show displays on

text-based screens (e.g., to show the contents of a file.)

on-screen field This font is used for field labels, on-screen menu buttons, and

action buttons.

<KEY NAME>A term that appears within angled brackets denotes a terminal

keyboard key, a telephone keypad button, or a system mouse

button.

Book Reference This font indicates the names of other publications referenced

within the document.

cross reference A cross reference appears on the screen in blue text. Click on the

cross reference to access the referenced location. A cross

reference that refers to a section name accesses the first page of

that section.

The Note icon identifies notes, important facts, and other keys to

understanding.

The Caution icon identifies procedures or events that require

special attention. The icon indicates a warning that serious

problems may arise if the stated instructions are improperly

followed.

Preface

# P0606089 Ver: 1.1 Nortel Networks Confidential Page ix

Solaris and Windows 2000 Conventions

This manual depicts examples (command line syntax, configuration files, and screen

shots) in Solaris format. In certain instances Windows 2000 specific commands,

procedures, or screen shots are shown where required. The following table lists

examples of general operating system conventions to keep in mind when using this

manual with either the Solaris or 2000 operating system.

Trademark Conventions

The following trademark information is presented here and applies throughout for

third party products discussed within this manual. Trademarking information is not

repeated hereafter.

Solaris is a trademark or registered trademark of Sun Microsystems, Inc. in the United

States and other countries.

Microsoft, Windows, Windows 2000, Internet Explorer, and the Flying Windows logo

are either trademarks or registered trademarks of Microsoft Corporation.

Netscape®and Netscape Navigator®are registered trademarks of Netscape

Communications Corporation in the United States and other countries. Netscape’s

The flying Window icon identifies procedures or events that apply

to the Windows operating system only.a

The Solaris icon identifies procedures or events that apply to the

Solaris operating system only.b

a. Windows 2000 and the flying Window logo are either trademarks or registered

trademarks of the Microsoft Corporation.

b. Solaris is a trademark or registered trademark of Sun Microsystems, Inc. in the

United States and other countries.

Conventions Used in This Manual page 2 of 2

Notation Description

Solaris Windows 2000

Environment $VPSHOME %VPSHOME%

Paths $VPSHOME/common/etc %VPSHOME%\common\etc

Command <command> & start /b <command>

PeriProducer CTI Toolkit User’s Guide for M1

Page x Nortel Networks Confidential # P0606089 Ver: 1.1

logos and Netscape product and service names are also trademarks of Netscape

Communications Corporation, which may be registered in other countries.

Ce manuel convient aux modèles suivants

Table des matières

Autres manuels Nortel Logiciel

Nortel

Nortel BCM 4.0 Manuel utilisateur

Nortel

Nortel Meridian Mail Manuel utilisateur

Nortel

Nortel Contact Recording Manuel utilisateur

Nortel

Nortel Viewer Manuel utilisateur

Nortel

Nortel MAS Manuel utilisateur

Nortel

Nortel Express Mode d'emploi

Nortel

Nortel V2.3 Mode d’emploi

Nortel

Nortel CCT Manuel utilisateur

Nortel

Nortel TE Manuel utilisateur

Nortel

Nortel Configuration Manager Guide rapide

Nortel

Nortel VoIP Gateway Manuel utilisateur

Nortel

Nortel PPS Manuel utilisateur

Nortel

Nortel 2070 Manuel utilisateur

Nortel

Nortel Call Pilot A0789401 Manuel utilisateur

Nortel

Nortel 2350 Manuel utilisateur

Nortel

Nortel VoIP Gateway Guide de démarrage rapide

Nortel

Nortel Voice Mail Guide de référence

Nortel

Nortel m3900 series Manuel utilisateur

Nortel

Nortel BEM 10 Mode d’emploi

Nortel

Nortel Business Communications Manager (BCM) &... Manuel utilisateur

Nortel

Nortel Express Call Center Manuel utilisateur

Nortel

Nortel Contact Center Manager Mode d’emploi

Nortel

Nortel Norstar ICS Remote Tools 11 Manuel

Nortel

Nortel NN44200-313 Manuel utilisateur

Manuels Logiciel populaires d'autres marques

COMPRO

COMPRO COMPROFM Manuel utilisateur

Muratec

Muratec OFFICEBRIDGE ONLINE Manuel utilisateur

Oracle

Oracle Contact Center Anywhere 8.1 Manuel utilisateur

Adobe

Adobe 65007312 - Photoshop Lightroom Manuel

Avaya

Avaya NULL One-X for RIM Blackberry Manuel utilisateur

HP ProLiant BL420c Manuel utilisateur

PS Audio

PS Audio PowerPlay Manuel du propriétaire

Brady

Brady LOCKOUT PRO 3.0 Manuel de service

Avaya

Avaya Interaction Center Manuel utilisateur

Texas Instruments

Texas Instruments TI-83 Plus Silver Edition Manuel

Novell

Novell GROUPWISE 8 - INTERNET AGENT Manuel utilisateur

Oracle

Oracle Application 9i Manuel utilisateur

Acer

Acer RDM Manuel utilisateur

Canon

Canon Vixia HF21 Manuel utilisateur

Canon

Canon ZR950 Manuel utilisateur

Samsung

Samsung Auto Backup Manuel utilisateur

Polycom

Polycom Vortex EF2201 Instructions d'installation et d'utilisation

Brocade Communications Systems

Brocade Communications Systems Brocade 8/12c Manuel utilisateur