connection 4 - avaya

User Manual

conneCTIon 4.0

As of 09/2006

© Copyright 2006 Avaya GmbH & Co.KGAll rights reservedReproductions and disclosure of information contained in this copyright-protected document, in any form or by any means - graphical, electronic or mechanical by photocopying, recording on disk or tape, or storage in a data retrieval system - even in part, requite the prior written consent of Avaya GmbH & Co. KG.

All technical data, information and properties of the product described in this document have been compiled to the best of our knowledge at the time of going in print.

The product is subject to modifications and improvements in the course of technical development.

User Manual conneCTIon 4.0 – As of 09/2006 – 2

Table of contents

About this ManualOverview: About this manual ......................................................................................................... 11Questions about this manual ......................................................................................................... 11

Who is part of the target group? ............................................................................................... 11What kind of information does this manual provide? ................................................................ 11What kind of information is not provided?................................................................................. 11How is this manual structured?................................................................................................. 11Which edition of this manual are you reading?......................................................................... 11Changes since the last edition.................................................................................................. 12Where to find additional information ......................................................................................... 16Where to get additional help? ................................................................................................... 16

How do you get a printed copy? .................................................................................................... 17Prerequisites............................................................................................................................. 17Printing this manual .................................................................................................................. 17

ApplicationOverview........................................................................................................................................ 19

References ............................................................................................................................... 19New in conneCTIon 4.0 ............................................................................................................ 19

Components................................................................................................................................... 20Which components do you need? ............................................................................................ 20Dependencies........................................................................................................................... 20Illustration: conneCTIon with I5, I33, I55 .................................................................................. 21Illustration: conneCTIon with I55 LX ......................................................................................... 22Illustration: conneCTIon with ACM ........................................................................................... 23

PBX................................................................................................................................................ 24I5............................................................................................................................................... 24I33, I55...................................................................................................................................... 24I55 LX ....................................................................................................................................... 24ACM.......................................................................................................................................... 24PBXs of other manufacturers.................................................................................................... 24

Server components........................................................................................................................ 25CTI server ................................................................................................................................. 25License server .......................................................................................................................... 25JTAPI server ............................................................................................................................. 25Module Manager (Communication Manager) ........................................................................... 26

TSAPI interface.............................................................................................................................. 27Functional model ...................................................................................................................... 27

MS TAPI driver interface................................................................................................................ 28Functional model ...................................................................................................................... 28

JTAPI interface .............................................................................................................................. 29Functional model ...................................................................................................................... 29Prerequisite............................................................................................................................... 29

CORBA-CSTA interface................................................................................................................. 30Functional model ...................................................................................................................... 30

Supporting multiple PBXs .............................................................................................................. 31Illustration: conneCTIon with several PBXs.............................................................................. 31Interface.................................................................................................................................... 32CSTA socket............................................................................................................................. 32RPC and TSAPI........................................................................................................................ 32TAPI 2.2.................................................................................................................................... 33Module Manager....................................................................................................................... 33How do you configure multiple PBXs?...................................................................................... 33

Using node IDs .............................................................................................................................. 34


Node ID..................................................................................................................................... 34Scenarios.................................................................................................................................. 34Illustration: Example of networked PBXs.................................................................................. 34Example: Allocation of node IDs............................................................................................... 35Illustration: Virtual call numbers (device IDs)............................................................................ 35Example: Mapping .................................................................................................................... 36Implementing node IDs............................................................................................................. 36

Connecting CTI applications with an I55 LX .................................................................................. 37Use ........................................................................................................................................... 37Illustration: I55 LX and CTI server ............................................................................................ 37SSL connection......................................................................................................................... 37Certificates................................................................................................................................ 38Login via ACSE......................................................................................................................... 38Illustration: Applications with I55 LX ......................................................................................... 39Connecting Applications ........................................................................................................... 39Security of the application connection ...................................................................................... 39Licensing................................................................................................................................... 40

Device ID Mapping......................................................................................................................... 41Associated Data............................................................................................................................. 42

Restriction CSTA Phase II ........................................................................................................ 42Function .................................................................................................................................... 42Enabling the function ................................................................................................................ 43

Tools .............................................................................................................................................. 44CTI Administrator (without database connection)..................................................................... 44Web@dmin (with database connection) ................................................................................... 44Trace......................................................................................................................................... 44SpyDesktopManager ................................................................................................................ 44TTrace ...................................................................................................................................... 44

Licenses......................................................................................................................................... 45Which licenses are there? ........................................................................................................ 45How are licenses calculated? ................................................................................................... 45What does a license look like? ................................................................................................. 45License: Monitoring................................................................................................................... 46License: Traffic ......................................................................................................................... 46License: CTI client .................................................................................................................... 46License: Hot standby ................................................................................................................ 46License: External CSTA connection ......................................................................................... 46License: TAPI use CTI client .................................................................................................... 46License: TAPI use Monitoring................................................................................................... 47Further information ................................................................................................................... 47

Provision ........................................................................................................................................ 48Personal computer.................................................................................................................... 48ISDN-S0 card............................................................................................................................ 48Network card............................................................................................................................. 48

InterfacesOverview........................................................................................................................................ 49

References ............................................................................................................................... 49TCP-Socket.................................................................................................................................... 50

Dependency on PBX software.................................................................................................. 50Dependency on the terminal..................................................................................................... 50CSTA ........................................................................................................................................ 50Features.................................................................................................................................... 51Agent ........................................................................................................................................ 51Maintenance ............................................................................................................................. 51Private....................................................................................................................................... 51Switch Function Services.......................................................................................................... 52Status Reporting Services ........................................................................................................ 53


Computing Functions................................................................................................................ 53Bidirectional Services ............................................................................................................... 53

TSAPI/ RPC................................................................................................................................... 54Dependency on PBX software.................................................................................................. 54Dependency on terminal........................................................................................................... 54CSTA ........................................................................................................................................ 54Features.................................................................................................................................... 55Agent ........................................................................................................................................ 55Maintenance ............................................................................................................................. 55Private....................................................................................................................................... 55Switch Function Services.......................................................................................................... 56Status Reporting Services ........................................................................................................ 57Computing Functions................................................................................................................ 57Bidirectional Services ............................................................................................................... 57ACS Functions.......................................................................................................................... 58

MS TAPI......................................................................................................................................... 59TSPI.......................................................................................................................................... 59Overview of services................................................................................................................. 59Provider Services...................................................................................................................... 59Basic Services .......................................................................................................................... 59Supplementary Services........................................................................................................... 60Assisted Services ..................................................................................................................... 61Extended Services.................................................................................................................... 61Fields and parameters .............................................................................................................. 62

JTAPI ............................................................................................................................................. 68

InstallationOverview........................................................................................................................................ 75

References ............................................................................................................................... 75Important notes.............................................................................................................................. 76

Host name ................................................................................................................................ 76Further information ................................................................................................................... 76

Prerequisites.................................................................................................................................. 77PBX........................................................................................................................................... 77Server components: Hardware ................................................................................................. 77Client components: Hardware .................................................................................................. 77Server components: Software .................................................................................................. 78Client components: Software.................................................................................................... 78ISDN-S0 card............................................................................................................................ 78Network card............................................................................................................................. 78

Installing the operating system ...................................................................................................... 79Configuring the BIOS................................................................................................................ 79Installing Windows 2003 ........................................................................................................... 79Name of the PC ........................................................................................................................ 79

Settings of the operating system.................................................................................................... 80Internet protocol........................................................................................................................ 80Paging file ................................................................................................................................. 80Recovery................................................................................................................................... 80Log size .................................................................................................................................... 81User .......................................................................................................................................... 81

Installing the ISDN card ................................................................................................................. 82For I55 LX and ACM ................................................................................................................. 82Installing.................................................................................................................................... 82Installing CAPI .......................................................................................................................... 82Check........................................................................................................................................ 83Checking the CAPI driver ......................................................................................................... 83

Cabling with I33 or I55 ................................................................................................................... 84Illustration: conneCTIon with I33 PBX ...................................................................................... 84


ISDN-S0 connection ................................................................................................................. 84PBX configuration ..................................................................................................................... 85

Cabling I55 LX ............................................................................................................................... 86Prerequisite I55 LX ................................................................................................................... 86Illustration: conneCTIon with I55 LX ......................................................................................... 86Connection with PBX ................................................................................................................ 86

Cabling ACM PBX.......................................................................................................................... 87Prerequisite ACM...................................................................................................................... 87Illustration: conneCTIon with ACM ........................................................................................... 87Anbindung an Tk-Anlage .......................................................................................................... 87

Cabling with I5 ............................................................................................................................... 88Illustration ................................................................................................................................. 88ISDN-S0 connection ................................................................................................................. 88Prerequisite I5........................................................................................................................... 89

Starting the component installation................................................................................................ 90Prerequisites............................................................................................................................. 90Starting ..................................................................................................................................... 90

Installing the License server .......................................................................................................... 91Prerequisite............................................................................................................................... 91What do you have to install?..................................................................................................... 91Further information ................................................................................................................... 91Installing.................................................................................................................................... 91

Installing the Module Manager....................................................................................................... 92Using a Module Manager.......................................................................................................... 92With an I55 LX .......................................................................................................................... 92I33 and I55................................................................................................................................ 92I5............................................................................................................................................... 94Checking the startup type and reactions for service failure settings......................................... 95

Installing the CTI server ................................................................................................................. 96Prerequisites............................................................................................................................. 96Installing the base components ................................................................................................ 96Installing the naming service .................................................................................................... 96Installing conneCTIon ............................................................................................................... 96Installing with database connection .......................................................................................... 98Installing the ACM PBX driver .................................................................................................. 99

Installing the JTAPI server ........................................................................................................... 100Authorization........................................................................................................................... 100Prerequisite............................................................................................................................. 100Installation............................................................................................................................... 100

Installing the TSAPI ..................................................................................................................... 102Prerequisite............................................................................................................................. 102Installation............................................................................................................................... 102

Installing the TSPI for TAPI 2.x.................................................................................................... 103Prerequisite............................................................................................................................. 103Installation............................................................................................................................... 103Before you start configuring.................................................................................................... 104Checking................................................................................................................................. 104Update device list ................................................................................................................... 105Troubleshooting ...................................................................................................................... 105

Installing the JTAPI client............................................................................................................. 106Prerequisite............................................................................................................................. 106Installation............................................................................................................................... 106Using JTAPI............................................................................................................................ 106Unix......................................................................................................................................... 106

Updating an earlier release.......................................................................................................... 107Updating a 3.0 release............................................................................................................ 107Prerequisites (2.5x)................................................................................................................. 107Updating a release (2.5x) ....................................................................................................... 107


Uninstalling .................................................................................................................................. 108Prerequisites........................................................................................................................... 108Uninstalling ............................................................................................................................. 108

ServiceOverview...................................................................................................................................... 109

References ............................................................................................................................. 109Services ....................................................................................................................................... 110

Check...................................................................................................................................... 110Starting or stopping................................................................................................................. 110

Checking the connection with the PBX........................................................................................ 111Checking................................................................................................................................. 111No connection with the PBX ................................................................................................... 111Reasons.................................................................................................................................. 111

CTI server options........................................................................................................................ 112Prerequisite............................................................................................................................. 112Entry for the CTI server .......................................................................................................... 112Options ................................................................................................................................... 112Options for Device ID Mapping............................................................................................... 115Procedure ............................................................................................................................... 116Example.................................................................................................................................. 116

JTAPI server options.................................................................................................................... 117Prerequisite............................................................................................................................. 117Registry: Software .................................................................................................................. 117Registry: Uninstall................................................................................................................... 117Registry: System..................................................................................................................... 117Options ................................................................................................................................... 118Log file .................................................................................................................................... 118

Registry........................................................................................................................................ 119Prerequisite............................................................................................................................. 119Entry for the CTI server .......................................................................................................... 119Module Manager (Communication Manager) entries ............................................................. 119PBX entries............................................................................................................................. 120

Connection with JTAPI library...................................................................................................... 121Class....................................................................................................................................... 121Parameter ............................................................................................................................... 121Interface.................................................................................................................................. 121SpyDesktopManager .............................................................................................................. 121

Accessing the classes of the JTAPI library .................................................................................. 123Access .................................................................................................................................... 123Provider object........................................................................................................................ 123

Exemplary JTAPI application....................................................................................................... 124Example: Outcall..................................................................................................................... 124Example: Incall ....................................................................................................................... 125

Remote access ............................................................................................................................ 126Customers with maintenance contract.................................................................................... 126Customers without maintenance contract............................................................................... 126

Tips and Tricks............................................................................................................................. 127Startup parameters of the cticonfig process ........................................................................... 127

CTI AdministratorOverview...................................................................................................................................... 129

References ............................................................................................................................. 129New in conneCTIon 4.0 .......................................................................................................... 129Note for database connection................................................................................................. 129

Application ................................................................................................................................... 130Prerequisites........................................................................................................................... 130Name ...................................................................................................................................... 130


Icon ......................................................................................................................................... 130Illustration ............................................................................................................................... 131Tool bar................................................................................................................................... 131File menu ................................................................................................................................ 132Action menu............................................................................................................................ 132Help menu .............................................................................................................................. 134Status messages .................................................................................................................... 134CTI server output .................................................................................................................... 134

User administration...................................................................................................................... 135Prerequisite............................................................................................................................. 135Note: Order! ............................................................................................................................ 135Note: Deleting ......................................................................................................................... 135Multi CSTA ports..................................................................................................................... 136Provider .................................................................................................................................. 137PBX......................................................................................................................................... 138Default-Client .......................................................................................................................... 140Device..................................................................................................................................... 140User ........................................................................................................................................ 142Group...................................................................................................................................... 144PABX provider link.................................................................................................................. 145Selection code digit................................................................................................................. 146CSTA socket port.................................................................................................................... 147Connection.............................................................................................................................. 148Operation ................................................................................................................................ 149

CTI server output ......................................................................................................................... 152Categories .............................................................................................................................. 152List .......................................................................................................................................... 152

Settings........................................................................................................................................ 153CTI tab .................................................................................................................................... 153RPC tab .................................................................................................................................. 154

Supporting multiple PBXs (uniform numbering plan) ................................................................... 155Prerequisite: Uniform call numbering plan.............................................................................. 155Networking example ............................................................................................................... 155

Supporting multiple PBXs (open call numbering plan)................................................................. 157From conneCTIon 3.0 on: Open call numbering plan............................................................. 157Configuring a second PBX...................................................................................................... 157

Configuring PBXs of other manufacturers ................................................................................... 159Siemens Hicom CallBridge (Hicom 300E) .............................................................................. 159Siemens Hipath 4000 ............................................................................................................. 160Octopus E300 ......................................................................................................................... 160Ericsson MD11 ....................................................................................................................... 161Alcatel 4400 ............................................................................................................................ 162

Configuring a PBX for long call numbers ..................................................................................... 163Restriction............................................................................................................................... 163Example for configuration with long call numbers .................................................................. 163External line code type setting: Default external line code ..................................................... 164External line code type setting: External line code ................................................................. 165External line code type setting: Tie line code ......................................................................... 167External line code type setting: Local line code...................................................................... 168External line code type setting: ACD line code....................................................................... 169

Connection with I55 LX................................................................................................................ 170Windows registry .................................................................................................................... 170Necessary files ....................................................................................................................... 170Administration of conneCTIon 4.0 LX ..................................................................................... 171Note on connecting to EDS .................................................................................................... 171

Connection with ACM .................................................................................................................. 172Prerequisite............................................................................................................................. 172Windows Registry ................................................................................................................... 172


Administration ......................................................................................................................... 172

TraceOverview...................................................................................................................................... 173

References ............................................................................................................................. 173Use .............................................................................................................................................. 174

Output ..................................................................................................................................... 174Prerequisites........................................................................................................................... 174Operation ................................................................................................................................ 174Executable programs.............................................................................................................. 174Starting ................................................................................................................................... 175Tracing the CTI Administrator application............................................................................... 175Tracing the Com4Tel application ............................................................................................ 175

Main dialog................................................................................................................................... 176Menus ..................................................................................................................................... 176Title bar................................................................................................................................... 176Icons ....................................................................................................................................... 177Status bar ............................................................................................................................... 177Instructions ............................................................................................................................. 177Commands of the File menu................................................................................................... 178Commands of the Edit menu .................................................................................................. 178Commands of the View menu................................................................................................. 179Commands of the ? menu ...................................................................................................... 180

Example of a trace...................................................................................................................... 181

SpyDesktopManagerOverview...................................................................................................................................... 183

References ............................................................................................................................. 183Use .............................................................................................................................................. 184

Dialogs.................................................................................................................................... 184Operating system.................................................................................................................... 184Prerequisites........................................................................................................................... 184Executable file ........................................................................................................................ 184Starting ................................................................................................................................... 184Further information ................................................................................................................. 185

Main dialog................................................................................................................................... 186Illustration ............................................................................................................................... 186Spy menu................................................................................................................................ 186View menu .............................................................................................................................. 187Extras menu............................................................................................................................ 187Help menu .............................................................................................................................. 187

Operating dialog........................................................................................................................... 188Illustration ............................................................................................................................... 188Provider menu ........................................................................................................................ 188Interface menu........................................................................................................................ 189Data record area..................................................................................................................... 189Object and method area ......................................................................................................... 190Illustration of object and method............................................................................................. 190

Working with the operating dialog................................................................................................ 191Example.................................................................................................................................. 191Possibilities of the object and method area ............................................................................ 191

Glossary

Index


About this Manual

About this Manual

Overview: About this manualThis topic provides information and answers questions about this manual. You also learn how to print this document.

Questions about this manualYou might have questions concerning this document. We will answer some questions to start with.

Who is part of the target group?This manual is intended for people wanting to install and configure conneCTIon. It makes no difference whether you are using this document in printed form or online.

What kind of information does this manual provide?This manual contains all information necessary for installing and configuring conneCTIon.

What kind of information is not provided?This manual does not contain information about applications using conneCTIon.

How is this manual structured?This document provides a systematic introduction to the installation and configurations of conneCTIon. Once you have read a few pages you will notice that the topics are structured similarly. An introductions is usually provided first. Then prerequisites or necessary knowledge are described followed by instructions. An illustration or example further clarifies the topic.

Which edition of this manual are you reading?The following table lists information about this edition. Information ExplanationCompiled on July 27, 2006Basis conneCTIon 4.0.33.0Editor Andreas Marquardt, Andrea KrohnAvailable as Acrobat Reader file (PDF)


About this Manual

Changes since the last editionconneCTIon 3.0The following table shows the history of this document with changes for release 3.0.

Release Date Change3.0.009 4.5.2004 Revised topic, “CTI Administrator” on page 129 and

subordinate topics.3.0.009 5.5.2004 Revised topic, “Server components: Software” on

page 783.0.009 5.5.2005 Extended topic, "Windows NT"3.0.009 5.5.2005 Extended topic, “Where to find additional

information” on page 163.0.009 5.5.2005 Revised topic, “PBX” on page 773.0.009 5.5.2005 Revised topic, “Client components: Software” on

page 783.0.009 5.5.2004 New topic, “Configuring a PBX for long call

numbers” on page 1633.0.009 6.5.2004 Changed topic, “Personal computer” on page 483.0.009 6.5.2004 Changed topic, “Installing the Module Manager” on

page 923.0.009 7.5.2004 Changed topic, “Installing the CTI server” on

page 963.0.009 7.5.2004 Changed topic, “Updating an earlier release” on

page 1073.0.009 10.5.2004 Corrected topic, “Supporting multiple PBXs

(uniform numbering plan)” on page 1553.0.009 10.5.2004 New topic, “Supporting multiple PBXs (open call

numbering plan)” on page 1573.0.009 10.5.2004 Restructured topic, "Supporting several PBXs with

conneCTIon 2.0x"3.0.009 10.5.2004 Corrected topic, “MS TAPI driver interface” on

page 283.0.009 10.5.2004 Corrected topic, “Supplementary Services” on

page 603.0.009 10.5.2004 Corrected topic, "Configuration"3.0.009 11.5.2004 Extended topic, “PBXs of other manufacturers” on

page 243.0.009 12.5.2004 Deleted topic, Prerequisite under: “Supporting

multiple PBXs” on page 313.0.009 12.5.2004 New topic, “How do you configure multiple PBXs?”

on page 333.0.009 9.6.2004 Changed topic, “JTAPI interface” on page 293.0.009 9.6.2004 Changed topic, “Installing the JTAPI server” on

page 100


About this Manual

conneCTIon 3.1The following table shows the history of this document with changes for release 3.1.

3.0.009 9.6.2004 Changed topic, “JTAPI server options” on page 1173.0.009 9.6.2004 Changed topic, “TCP-Socket” on page 503.0.009 9.6.2004 New topic, “Troubleshooting” on page 1053.0.009 9.6.2004 Extended topic, “Options” on page 1123.0.009 14.6.2004 Incorporating corrections3.0.009 24.6.2004 I33x deleted.3.0.009 24.6.2004 New topic, “Remote access” on page 1263.0.009 25.6.2004 Updated topic, "TTrace" to release 1.18.1

Release Date Change3.1.011 13.8.2004 Topic "TTrace" removed. There is an independent

documentation for TTrace now. 3.1.011 14.9.2004 New topic, “Connecting CTI applications with an I55

LX” on page 373.1.011 14.9.2004 New topic, “Connection with I55 LX” on page 170 3.1.011 15.9.2004 Windows NT removed3.1.011 17.9.2004 New topic, “Tips and Tricks” on page 1273.1.011 20.9.2004 Changed topic, “MS TAPI” on page 593.1.011 21.9.2004 Adjustments to Windows 2003 in topic, “Installation”

on page 753.1.011 22.9.2004 New topic, I55 (TUX), now “I55 LX” on page 243.1.011 23.9.2004 New topic, “Checking the startup type and reactions

for service failure settings” on page 953.1.011 23.9.2004 New topic, “Using node IDs” on page 343.1.011 24.9.2004 Changed topic, “User administration” on page 1353.1.011 28.9.2004 Changed topic, “Installing the TSPI for TAPI 2.x” on

page 1033.1.011 28.9.2004 Topic "Call Path" removed3.1.011 29.9.2004 Topic "Supporting several PBXs with conneCTIon

2.0x" removed3.1.011 4.10.2004 New topic, “Startup parameters of the cticonfig

process” on page 1273.1.011 7.10.2004 Extended topic, “Installing the Module Manager” on

page 923.1.018 12.10.2004 Corrected topic, “Updating an earlier release” on

page 1073.1.018 13.10.2004 Extended topic, “Connection with I55 LX” on

page 1703.1.018 26.10.2004 New topic, “Illustration: conneCTIon with I55 LX” on

page 223.1.018 17.11.2004

9.12.2004

Corrections (German)

Release Date Change


About this Manual

3.1.022 24.1.2005 Corrections (German)3.1.037 26.9.2005 Extended topic: CTI server options

Corrections

Release Date Change


About this Manual

conneCTIon 4.0The following table shows the history of this document with changes for release 4.0.

Release Date Change4.0.31.1 17.7.2006 Changed topic, “Licenses” on page 454.0.31.1 17.7.2006 New topic, “Cabling ACM PBX” on page 874.0.31.1 18.7.2006 Changed topic, “Installing the Module Manager” on

page 924.0.31.1 18.7.2006 Changed topic, “Installing the CTI server” on

page 964.0.31.1 19.7.2006 Changed topic, “User administration” on page 1354.0.31.1 20.7.2006 Deleted topic, "Installing the CTI Administrator"4.0.31.1 20.7.2006 Changed topic, “Services” on page 1104.0.31.1 24.7.2006 New topic, “CORBA-CSTA interface” on page 304.0.31.1 24.7.2006 Changed topic, “Options” on page 1124.0.31.1 24.7.2006 Changed topic, “Updating an earlier release” on

page 1074.0.33.0 27.7.2006 Changed topic, “Installing the CTI server” on

page 96


About this Manual

Where to find additional informationThis document describes necessary knowledge and prerequisites. It also provides instructions you need for installing and configuring conneCTIon.

For further information please refer to the following documents. • User Manual License server• Installation and Configuration TTrace• Operating Instructions TTrace

Refer to the respective documents for information on applications using conneCTIon.

If you use conneCTIon with Com4Tel please refer to the respective documents for information.• Operating Instructions Com4Tel• Installation Guide Com4Tel (contains the corresponding topics for

conneCTIon)• Operating Instructions Web@dmin (contains the corresponding topics for

conneCTIon)

Where to get additional help?Please refer to the Internet for additional help or send us an e-mail or call our hotline.

Information on the Internet

Refer to the following Internet sites for information.

http://www.avaya.de

http://www.comergo.com•Hotline To reach our hotline Address Avaya Customer Dialog Center

Kleyerstraße 94

60326 Frankfurt/MainPhone +49 800 / 266 37 46

or

Vanity number +49 800 / COMERGO

(Mo. - Fr. 7:00 h - 19:00 h)Fax +49 800 / 266 12 19 E-mail [email protected]


About this Manual

How do you get a printed copy?You would rather read these instructions on paper than on the PC screen. No problem! This document is prepared for being printed. Printing this file provides you with a conventional user manual.

This manual is printed in German A4 format and consists of roughly 195 pages.

PrerequisitesThe following prerequisites must be met before you can print this document.• You need the CTI CD-ROM. • An Acrobat Reader at least release 5 must be installed on your PC. You

find the necessary software on the CTI CD-ROM. The software is installed automatically.

• A graphics-capable printer must be connected to your PC.

Printing this manualYou want to print this document.

1. In the file manager open the doc folder on the CD-ROM.

2. Double-click the file connection_40_en.pdf. The Acrobat Reader application opens displaying this document.

3. Select Print from the File menu of the Acrobat Reader. The file is printed.


About this Manual


Application

Application

OverviewThis chapter provides a short introduction to the topic.

ReferencesThis chapter provides information about• “Components” on page 20• “PBX” on page 24• “Server components” on page 25• “TSAPI interface” on page 27• “MS TAPI driver interface” on page 28• “JTAPI interface” on page 29• “Supporting multiple PBXs” on page 31• “Using node IDs” on page 34• “Connecting CTI applications with an I55 LX” on page 37• “Device ID Mapping” on page 41• “Associated Data” on page 42• “Tools” on page 44• “Licenses” on page 45• “Provision” on page 48

New in conneCTIon 4.0The following topics are new in conneCTIon 4.0.• “Illustration: conneCTIon with ACM” on page 23• “CORBA-CSTA interface” on page 30


Application

ComponentsThe term conneCTIon is used for the interfaces between telephony and computer. CTI stands for Computer Telephony Integration.

Which components do you need?The following components make it possible to use a CTI application.• PBX• ISDN-S0 card for I3, I5, I33 (not for IPS)• Module Manager (Communication Manager)• CTI server• License server• JTAPI server• Client interface TSAPI• Client interface MS TAPI• Client interface JTAPI

DependenciesThere are some dependencies regarding components. The following table shows what components require.

Component RequiresCTI server License server

Module ManagerISDN-S0 card (not with ACM)PBX

JTAPI server CTI serverLicense server

Client interface TSAPI,MS TAPI

CTI server

Client interface JTAPI JTAPI server


Application

Illustration: conneCTIon with I5, I33, I55The following schematic illustration shows the components for a conneCTIon application with an I5, I33, or I55 PBX.

PBXI33, I55, I5

ISDN-S0-cardHardware

Software

S0

CAPI

Module Manager

CTI server License server

JTAPI server

Interface

CTI application

Interface

CTI application (JAVA)


Application

Illustration: conneCTIon with I55 LXThe following schematic illustration shows the components for a conneCTIon application with an I55 LX PBX.

Tk-Anlage

Hardware

Software

I55 LX

Interface Interface

JTAPI server

CTI application (JAVA)CTI application

License server

PBX

CTI server


Application

Illustration: conneCTIon with ACMThe following schematic illustration shows the components for a conneCTIon application with an ACM PBX.

Tk-Anlage

Hardware

Software

ACM

Interface Interface

JTAPI server

CTI application (JAVA)CTI application

License server

PBX

CTI server

ACM PBX driver


Application

PBXA Tenovis Integral I5, I33, I55, I55 LX or an ACM is used as PBX. Tenovis PBXs are modular telecommunication systems. Hardware and software components are compatible and combined according to customer-specific requirements.

The conneCTIon application supports several PBXs. For further information please refer to the corresponding chapter.

I5The CTI server accesses an I5 PBX via a standard ISDN card (S0).

I33, I55The CTI server accesses an I33 or I55 PBX via a standard ISDN card (S0).

I55 LXThe CTI server accesses an I55 LX PBX via an Ethernet connection. An ISDN card (S0) is not required.

ACMThe CTI server accesses an ACM PBX via an Ethernet connection. An ISDN card (S0) is not required.

PBXs of other manufacturersPBXs of other manufacturers can also be used within the scope of a project. conneCTIon supports the following PBXs. You can select the corresponding CSTA protocol when you configure a PBX with the CTI Administrator application. • Alcatel 4400• Ericsson MD11• Octel• Philips Sopho• Siemens Hicom 300E• Siemens Hipath 3000• Siemens Hipath 4000


Application

Server componentsTo be able to use conneCTIon, the server components must be running on one or several servers (PCs). You have to install the necessary server components depending on PBX and application.

CTI serverA CTI server is used as connection between telephony and data-world.

The CTI server accesses I3, I5, I33 and I55 PBXs via a standard ISDN card (S0). The CTI server accesses an I55 LX or ACM PBX via TCP/IP.

The CTI server supports TCP/IP protocol.

To take load off the PBX, the CTI server logs in on the PBX as an application for CSTA services. Per default, one CTI server supports up to 1,000 client applications. This number can be increased for a certain project. The corresponding license limits the number of monitored devices. The PBX also has a limit. The CSTA event information is doubled by the CTI server without affecting the PBX.

License serverA central license server controls the licensing. Other Avaya applications can use this License server as well. The necessary license entry for the customer is generated centrally with a tool.

The combination of monitored devices and number of CTI applications used can be redefined anytime without having to change the CTI server.

For further information please refer to the chapter License.

JTAPI serverThe JTAPI server is the part of the JTAPI interface implemented on the server.

The JTAPI server converts the JTAPI services initiated by an external application into CSTA services. The CTI server then processes the CSTA services.

The Core and Call Control Package of the JTAPI is realized. However, not all events can be projected to the CSTA model of CSTA Phase II.

The JTAPI server can be installed on the same PC as the CTI server but for load reasons it is also possible to install the JTAPI server on another PC.

It is possible to run several JTAPI servers with one CTI server. Several PBXs in one intranet can thus be supported. A JTAPI client currently supports only one PBX.


Application

Module Manager (Communication Manager)The Module Manager is the communication interface between the individual modules of a network and PBXs of the types I5, I33, and I55.

It is the task of the Module Manager to establish, control and cancel connections between CTI server and PBX.

The values necessary for the operation of the Module Manager are entered in the Windows Registry.

The Module Manager does not have to be installed on the same PC as the CTI server.

With I55 LX and ACMYou do not need a Module Manager for the connection of a CTI server with an I55 LX or ACM.

If there is no network for a remote I55 LX, this PBX can be connected via Module Manager and S0.


Application

TSAPI interfaceTSAPI is a Novell interface definition. The TSAPI reproduces the CSTA in C- structures.

Windows systems can be used as operating systems. The connection is made via TCP/IP.

Functional modelThe following schematic illustration shows the functional model of the TSAPI.

Applicationusing theTSAPI interface

Applicationusing theTSAPI interface

Avaya TSAPIDLL

Avaya TSAPIDLL

DCE-RPC interface

CTI server


Application

MS TAPI driver interfaceMS TAPI is a Microsoft C-interface. The current release of the CTI server supports MS TAPI release 2.2. Release 2.2 is available for the operating systems Windows 95/98, Windows NT 4.0, Windows 2000, Windows XP, and Windows 2003. With conneCTIon and a MS TAPI release 3.0, only the functional range of release 2.2 can be utilized.

The function was tested with the Com4Tel application.

Please note that not all functions of MS TAPI can be used. The reason is the 3rd party call control connection.

This interface is not released for use with an ACM PBX and can only be used within a specific project with the corresponding licenses.

Functional modelThe following schematic illustration shows the functional model of the MS TAPI 2.2.

DCE-RPC interface

CTI server

ApplicationusingMS TAPI

MS TAPI

TenovisTSPI (TAPI driver)


Application

JTAPI interfaceThe functions of the JTAPI are defined by the JTAPI specification release 1.2.

The scope of features of CTI server - JTAPI includes the functions defined in the Core and Call Control Package.

The JTAPI is realized as client-server solution. This guarantees an efficient client-server communication. This kind of communication makes it possible to connect several hundred clients (1,000 maximum) to the CTI server.

Via JTAPI you can set monitors for devices and users entered with the user administration of the CTI server for a PBX (multiple PBXs are not supported).

Functional modelThe following schematic functional model shows the interaction of CTI server and JAVA applications.

PrerequisiteFor using the JTAPI, JAVA release 1.3 or higher and therewith a JAVA virtual machine supporting Java 1.3 or higher is required.

You can use Windows operating systems for the JTAPI server. The JTAPI interface at the JTAPI client can be used independently from the operating system (e.g. Linux, Mac).

JTAPI is only authorized for certain projects.

ApplicationinJAVA

ApplicationinJAVA

JTAPI client JTAPI client

JTAPI server

CTI server


Application

CORBA-CSTA interfaceCORBA is an object-oriented middleware defining protocols and services across platforms. CORBA is developed by the Object Management Group (OMG).

CORBA is not tied to a certain program language. However, the broadest support exists for JAVA and C++.

The CORBA-CSTA interface was implemented for the universal connection of PBXs (via PBX-independent Task server). Each connected Task server driver (e.g. ACM PBX driver) is treated like an individual PBX. CORBA-CSTA matches the functionality of the RPC interface without BCC extensions. Tag handling is thus not available.

A Task server and the PBX connected with it can be accessed via the previous interfaces (RPC, CSTA) and the CORBA-CSTA interface.

Functional modelThe following schematic functional model shows the functional model of CORBA-CSTA.

CTI server

Application

CORBA-CSTA

RPC

Task server driver

ACM PBX


Application

Supporting multiple PBXsA CTI server can support several PBXs. Different types of PBXs can be used. The number of PBXs is not limited.

Please note that conneCTIon with several PBXs of different types is only authorized for certain projects.

Illustration: conneCTIon with several PBXsThe following schematic illustration shows the interaction of several PBXs with one CTI server.

In this example, three PBXs are connected with one CTI server. The access is realized via Module Manager and S0 interface.

There is no restriction regarding the number of Module Managers connected with the CTI server.

The illustration uses the following abbreviations:CAPI Common-ISDN-APIMM Module Manager

PBX 1

PBX 2

PBX 3

MM

MM

MM

PC 1

PC 2

PC 3

S0

S0

S0

CAPI

CAPI

CAPI

CTI server


Application

InterfaceThe interface of the CTI server with APIs is a CSTA socket interface as well as a RPC interface similar to the TSAPI, and therefore similar to the CSTA standard.

CSTA socketA connection must be switched via the CTI server if a certain PBX is to be reached. For a CSTA socket interface this is done via a port assigned to each PBX.

Example:PBX 1 is assigned port 2555PBX 2 is assigned port 2556.

To connect with PBX 2 the application has to connect via port 2556.

CSTA protocol is a standard of the ECMA (Standard ECMA-179 and ECMA-180, Services for Computer-Supported Telecommunications Applications CSTA, June 1992).

The CSTA messages are coded to ASN1 according to ECMA standard. 2-byte length information is prefixed to each message.

A special license is necessary for using the interface.

To be able to use the CSTA socket interface it must be configured with the CTI Administrator for each PBX (see “CSTA Ports” on page 146).

The CSTA variants Phase I and Phase II are supported. These protocol variants can be set with the CTI Administrator or negotiated by the application using the ACSE message. If the protocol is negotiated with the ACSE message according to standard procedure, the following ACSE massage can be used:

ACSE message for CSTA Phase I

0x60, 0x0e, 0x80, 0x02, 0x07, 0x80, 0xa1, 0x08, 0x06, 0x06, 0x2b, 0x0c, 0x00, 0x81, 0x34, 0x01

RPC and TSAPIFor the RPC/ TSAPI interface the assignment to a PBX is realized via the CTI user indicated when the connection is established. As before, the connection is established with the openStream command.

Like the RPC interface the TSAPI interface can run with several PBXs. The connection with a PBX is established with acsOpenStream.


Application

TAPI 2.2With the TAPI having a 1st party character, several PBXs can be represented. With conneCTIon a TAPI 2.2 provider is realized that supports several PBXs. The access data (CTI user, password) is configured in the SPI. The application then sees only a number of devices.

This makes it possible to use e.g. an application like Com4Tel where the remote devices are monitored in a Partner bar. With a uniform call numbering plan (a node ID must be configured if necessary) telephony functions like pickup or transfer are possible with the Partner bar.

Module ManagerYou can also use a Module Manager with two connected S0 connections to two PBXs. You have to configure the respective entries.

How do you configure multiple PBXs?Please refer to the following topics for how to configure multiple PBXs.• “Supporting multiple PBXs (uniform numbering plan)” on page 155• “Supporting multiple PBXs (open call numbering plan)” on page 157


Application

Using node IDsThis topic explains the mapping of long numbers with conneCTIon 3.1. Examples explain the operating principle.

Node IDIt is the object of node IDs that the call numbers to be dialed to reach an internal subscriber of the PBX, a subscriber in a networked PBX system or a subscriber outside the PBX, are the same for the application or the corresponding device (telephone).

You use node IDs for the unambiguous call number determination of networked PBX systems.

ScenariosConneCTIon 4.0 supports the following two scenarios.

Illustration: Example of networked PBXsThe following schematic illustration shows three networked PBXs without explicit call numbering plan.

Scenario ExplanationNode IDs not used

No Multi PBX

In this scenario there is no allocation or configuration of node IDs in conneCTIon and thus no use of Multi PBX for CTI. This is the standard use with conneCTIon 4.0

Node IDs used

Multi PBX

PBXs are assigned node IDs. Node IDs are used like selection codes for networked PBXs.

PBXStuttgart

PBXHamburg

PBXMunich

300

301

200

300

300 200


Application

Example: Allocation of node IDsThree PBXs are configured in this example. The node IDs must be different.

In our example the PBXs have the following characteristics.

Locally, there are three telephones with call number 300.

To represent this network, the exchange call number, a default external line code for seizing an external line and the node ID are configured in conneCTIon at each PBX. A "0" is used in all PBXs as external line code.

In this configuration the network can be used for CTI. The call numbers are standardized for CTI applications by prefixing the node IDs to local numbers.

You must select the Multi PBX option for this user if an application is to use this feature

The applications can then work with virtual node IDs.

Illustration: Virtual call numbers (device IDs)The following schematic illustration shows three networked PBXs with virtual call numbers (device IDs).

PBX Exchange call number

Node ID Default external line code

Stuttgart +49 711 13586 7 0

Munich +49 89 615205 4 0

Hamburg +49 4532 269 8 0

PBXStuttgart

PBXHamburg

PBXMunich

7300

7301

8200

8300

4300 4200

7 8

4


Application

Example: MappingThe call numbers are now standardized for applications. If an application sends a MakeCall from the local PBX to a remote PBX, conneCTIon starts mapping.

External calls that are not part of the PBX network still come in as external call numbers.

Example: 06975054444

For Multi PBX, node IDs are required at any rate if long number mapping is not activated.

If long number mapping is activated any call number in a CTI function can be passed on as long number. Node IDs are not required.

Examples:

MakeCall (+496975073217, +4989615205300)Call from a telephone in Frankfurt to a partner in Munich.

MakeCall (+496975073217, 4137)Call from a telephone in Frankfurt to a colleague at the same location - same PBX.

Implementing node IDsAn additional tie line code can be configured in conneCTIon. It is thus possible that conneCTIon does not dial an external number 0089615205300, like in the above example, but uses a code to reach the remote PBX.

The tie line code must be identical with the tie line number. In our example, the call number 8300 is sent to the Hamburg PBX instead of call number 0089615205300.

A tie line code is usually not necessary since a PBX optimizes routing.

If tie lines are to be used the PBX must be configured accordingly.

Procedure Explanation

1st Application sends

MakeCall(4300,8300)

2nd A MakeCall is sent to the PBX Hamburg with the following content:

PBX Hamburg: MakeCall (300,0089615205300)

Only the standardized node IDs occur in the events sent to the application during monitoring. For the application the call number 089615205300 is mapped to 8300.


Application

Connecting CTI applications with an I55 LX

UseTo be able to use existing CTI applications with the PBX software L02, CTI applications directly connected with the I55 so far are now connected with the PBX via conneCTIon. You do not have to modify the applications.

The connection is realized without Module Manager since the I55 LX features an Ethernet access.

Illustration: I55 LX and CTI serverThe following schematic illustration shows PBX and CTI server. The corresponding certificates are listed.

SSL connectionA server and a client authentication are carried out. This ensures a secure connection between LX PBX and CTI server. The I55 LX PBX uses the stunnel software supporting this function. The stunnel software connects with the switching software locally via an unsecured socket port. This unsecured socket port cannot be accessed from outside (Ethernet). If SSL support is directly implemented the stunnel software is not necessary.

LX

Switchingsoftware

Servercertificateprivate key

Certificate

stunnel conneCTIon

Clientcertificateprivate key

CTI server

Servercertificate

stunnel.pem

client.pem cti.pem

server.pem

Fire-wall

Ethernet


Application

CertificatesThe necessary certificates are saved as files. There are two certificates, a server and a client certificate.

The server certificate is used to positively identify the I55 LX. It is thus possible to evade an intermediary trojan pretending to be a PBX.

The next security level is the client authentication. The I55 LX accepts only clients establishing a connection with the known client certificate. To prevent the private client key from getting into wrong hands it is password-protected. This is necessary since the key is saved in a file and thus easier to access.

The files server.pem and cti.pem must be saved in the folder of the CTI server. They are read once during the first SSL connection.

Login via ACSEAs before, an ACSE login is executed as soon as the SSL connection is established. In addition, user name and password are necessary for the I55 LX. Both is packed in the first ACSE message and sent for establishing the connection.

The file key.dat is necessary to encode the password. Like the certificate it must be located in the CTI server folder.

In conneCTIon, a user name and password must now be entered for each PBX. This is done either with the CTI Administrator or the Web@dmin application.


Application

Illustration: Applications with I55 LXThe following schematic illustration shows how applications are connected with an I55 LX.

Connecting ApplicationsExisting applications can be run without changes with the I55 LX via the CTI server. To do so applications connect with the CTI server via a CSTA socket connection.

Due to the used IO-services and computing functions of the applications EDS, apPhone, and Message Server, switching software and CTI server had to be extended. When an application like EDS is connecting, corresponding private login messages are sent to the PBX via conneCTIon. If the connection with the application is lost the CTI server stops the corresponding service.

Security of the application connectionThe CSTA TCP socket connections with applications are not secure! These connections can be intercepted. To prevent interception, stunnel can be used here as well or the application is installed on the CTI server PC so that there is no communication via the LAN.

From conneCTIon release 3.0 on, the CSTA socket interface can be opened for certain IP addresses only (simple firewall function).

Login with user name and password via this CSTA interface is neither possible nor intended for applications.

The CTI server operates like a Module Manager with port 5679 for applications.

LX

CIE

Others

Hotcom/Medcom

EDS

apPhone

Message server

I55conneCTIon

e.g. Com4Tel C


Application

LicensingConneCTIon requires licensing. This also concerns applications using the CTI server as I55 LX access.

The following conneCTIon licenses are required.• EDS:Two CTI user licenses per PBX• apPhone: One user license per PBX• Applications monitoring devices require one CTI Monitoring license per

device.


Application

Device ID MappingSince some applications want to use B channel information which is not provided by the TSAPI interface, a mapping can be activated at the CTI server.

You can set several procedures with startup parameters for mapping. For further information please refer to the chapter “CTI server options” on page 112.


Application

Associated DataLike in a CIE (Customer Interaction Express) system, any information can be attached to a call. This function works like the Tag function of the CIE system.

The function is accessed via the CSTA Phase II interface for Associated Data. For TSAPI the function is accessed via Private Data.

Restriction CSTA Phase IIThe restriction for CSTA Phase II is that the information must be a Tag. The use with the TSAPI can only be realized via PrivateData.

FunctionAssociated Data is implemented in the conneCTIon application. This allows applications to save information (stream of byte) to a call.

The information is then sent together with call events.

Since the TSAPI does not offer an interface for this information it is necessary to send it in the PrivateData field.

The information can be set with the following functions.• cstaMakeCall• cstaAnswerCall• cstaHoldCall• cstaCallCompletion• cstaAlternateCall• cstaConsultationCall• cstaRetrieveCall• cstaPickupCall• cstaDeflectCall• cstaReconnectCall• cstaTransferCall


Application

Enabling the functionThe function is set via the PrivateData structure. Please refer to the TSAPI documentation for further details.

typedef {

unsigned short length;

TN_VENDOR_t vendor;

unsigned char string[ 1 ];

} TN_PrivateData_t;

length contains the length of the data that is saved in string in byte.

vendor has the value “Type=CSTACorrelatorData“. It is thus defined as AssociatedData value.

The value (stream of byte) of the Associated Data is found in string.

The Associated Data is also saved to a new call upon a transfer so that an application does not have to take this function into account.


Application

ToolsThere are different tools to configure and control the components of the conneCTIon application.

CTI Administrator (without database connection)The CTI Administrator is a Windows application. You can configure the CTI server with the CTI Administrator. You can further change settings after the installation, configure users, start monitors and trace CSTA messages.

For further information see “CTI Administrator” on page 129.

You only use the CTI Administrator application if conneCTIon was installed without database connection.

Web@dmin (with database connection)If you run conneCTIon with a database connection you use the Web@dmin application for administration purposes. You use conneCTIon with database connection e.g. with the Com4Tel application.

For further information please refer to the corresponding manual or Online help of the Web@dmin application.

TraceTrace is a Windows application. With this application you monitor CSTA messages between CTI server and TSAPI client.

For further information please refer to the chapter “Trace” on page 173

SpyDesktopManagerSpyDesktopManager is a JAVA application. This application monitors the interface between JTAPI application and JTAPI client. Apart from trace functions you can also manipulate and simulate JTAPI methods with SpyDesktopManager.

For further information please refer to the chapter “SpyDesktopManager” on page 183

TTraceTTrace stands for Tenovis Trace.

For information on TTrace please refer to the corresponding documentation.

For additional information see “Options” on page 112


Application

LicensesOne or several License servers supervise the licenses.

You must install at least one License server to be able to use conneCTIon. You further need the respective licenses.

Which licenses are there?There are the following types of licenses for conneCTIon.• Monitoring (cti-monitor4, cti-monitor-universal4)• Traffic (cti-traffic-user4, cti-traffic-user-universal4)• CTI client (cti-user4, cti-user-universal4)• Hot standby (Custcti-hotstandby4) (project-specific license)• External CSTA connection (cti-user-csta4) (project-specific license)• TAPI use CTI client (cti-acm-tapi-user) (project-specific license)• TAPI use Monitoring (cti-acm-tapi-monitor) (project-specific license)

You need the following information for calculating licenses.

How are licenses calculated?You need the following information for calculating licenses.• Number of licenses for monitoring• Number of licenses for traffic• Number of licenses for CTI client (user)• MAC address of the PC running the License server (all MAC addresses if

several License servers are used)• Dongle number (all dongle numbers if several License servers are used)

The respective licenses are created with this information. You can determine this data with the HWInfo.exe tool. For further information please refer to the Licenses Manual.

What does a license look like?A file represents a license of a certain type. You need the respective license files (of a type) to commission a conneCTIon application. The files have corresponding names.

Type Name of fileMonitoring cti-monitor4.ltxMonitoring company license

cti-monitor-universal4.ltx

Traffic cti-traffic-user4.ltxTraffic company license

cti-traffic-user-universal4.ltx

CTI-Client cti-user4.ltxCTI-Client company license

cti-user-univerals4.ltx


Application

License: MonitoringThe number of monitored devices of the PBX is licensed. If two applications monitor the same telephone only one license is needed.

The license is dynamic, i.e. a license is needed any time a monitor is successfully started. If the phone is no longer monitored the license becomes available again. The license checks all terminals monitored with CTI. Lines are not part of the license and are thus not checked.

License: TrafficA user with a traffic license can use a CTI server only for monitoring functions.

All active services like e.g. MakeCall, ClearConnection etc. that directly affect a call are blocked.

License: CTI clientThe number of applications establishing connections with the CTI server is licensed. A TAPI client needs one such license. The same applies to JTAPI. The number of CTI clients and monitored devices can be combined. More than 1,000 CTI clients count as unlimited.

License: Hot standbyIt is licensed that a CTI server can be started in hot standby mode. Hot standby means that two CTI servers run in parallel and that one CTI server replaces the other in case of a failure.

This license is only necessary for certain projects.

In hot standby mode no other licenses like cti-user or cti-monitor are necessary. The Hot standby license is checked once when the program is started.

License: External CSTA connectionThis license is necessary if 3rd party applications are connected via the CSTA interface.


License: TAPI use CTI clientThe number of applications establishing a connection with the CTI server is licensed. This license allows the use of the TAPI for an ACM PBX.


Hot standby Custcti-hotstandby4.ltxExternal CSTA connection

cti-user-csta4.ltx

TAPI use CTI client

cti-acm-tapi-user.ltx

TAPI use Monitoring

cti-acm-tapi-monitor.ltx

Type Name of file


Application

License: TAPI use MonitoringThe number of monitored devices of the PBX is licensed. This license allows the use of the TAPI for an ACM PBX.

Only one license is needed if two applications monitor the same telephone (monitoring).


Further informationFor further information about licensing please refer to the Licensing Manual.


Application

ProvisionYou can order the following components via SAP with VEPOS numbers or with the corresponding reference numbers.• CTI hardware• CTI software• CTI licenses

Personal computerChoose the hardware for the PC based on intended use and performance. The hardware has to be selected according to the traffic load, e.g. for a maximum of 3,400 BHCC (number of processed calls, switching events per hour).

Distinctions are possible for• CTI server with I33/ I55 for a high traffic load• CTI server with I33/ I55, I3/I5 for a low traffic load

The hardware to be used for a certain project can be discussed with Avaya.

For details please refer to the list prices: Direct sale.

Depending on the number of clients connected to the CTI server, Windows 2000 Workstation, Windows 2000 Server or Windows 2003 Server licenses have to be obtained.

The used applications determine the hardware prerequisites of a client.

ISDN-S0 cardYou need one of the following ISDN-S0 cards to connect the CTI server with the PBX.

The selection of a card (active, semi-active, passive) depends on the traffic load, the hardware requirements (processor performance, memory) of the CTI server, and the processes running on the PC apart from conneCTion.

The following ISDN-S0 cards are authorized for conneCTIon.• Eicon DIVA Server 2FX• Eicon DIVA Server BRI-2M/PCI• Eicon DIVA Server 4BRI-8M/PCI• AVM C4

Network cardUse network-PC adapter cards (PC) for Ethernet. • Fast EtherLink XL PCI Bus 3C905 XL-PCI/ Tx switchable from 10 to 100

Mbit/s RJ45


Interfaces

Interfaces

OverviewThis chapter deals with interfaces.

ReferencesThis chapter provides information about the following interfaces.• “TCP-Socket” on page 50• “TSAPI/ RPC” on page 54• “MS TAPI” on page 59• “JTAPI” on page 68


Interfaces

TCP-SocketThe TCP-Socket interface is based on a industrial standard also used by Intel (Dialogic) and Alcatel Genesys (IBM). 2-byte length information is added to standard ASN1-messages (mostly CSTA Phase I ECMA-180) and sent via the TCP-Socket interface.

Different protocols can run on this interface. CSTA Phase I is set as default. CSTA Phase II can also be negotiated as protocol.

CSTA Spy can be used to check the interface. CSTA Spy supports the same interface.

The number of simultaneous socket connections is limited to 10.

The following tables show which TSAPI functions are supported by the TCP-Socket interface.

Dependency on PBX softwareSome functions are subject to the PBX software.

With the TSAPI function cstaGetAPICaps you can check whether a function is supported. The note test is used for this in the following tables.

Dependency on the terminalAll functions are subject to the type of terminal (digital or analog) and the terminal software.

CSTAThe following table shows which CSTA-Events are supported.

CSTA-Message SupportedcallCleared yes (test)conferenced yesconnectionCleared yesdelivered yesdiverted yesestablished yesfailed yesheld yesnetworkReached yesoriginated yesqueued yes (test)retrieved yesserviceInitiated yestransferred yes


Interfaces

FeaturesThe following table shows which Feature-Events are supported.

AgentThe following table shows which Agent-Events are supported.

MaintenanceThe following table shows which Maintenance-Events are supported.

PrivateThe following table shows that Private-Events are not supported.

CSTA-Message SupportedcallInformation yes (test)doNotDisturb yes (test)forwarding yes (test)messageWaiting yes (test)

CSTA-Message Phase I SupportedloggedOn yes (test)loggedOff yes (test)notReady yes (test)ready yes (test)worknotready yes (test)workready yes (test)

CSTA-Message SupportedbackInService yes (test)outOfService yes (test)

CSTA-Message SupportedprivateEvent no


Interfaces

Switch Function ServicesThe following table shows which Switch Function Services are supported.

CSTA-Message SupportedAlternateCall yes (test)AnswerCall yes (test)CallCompletion yes (test)ClearCall yes (test)ClearConnection yesConferenceCall yes (test)ConsultationCall yes (test)DivertCall Deflect yes (test)DivertCall Group yes (test)DivertCall Pickup yes (test)HoldCall yes (test)MakeCall yesMakePredictiveCall yes (test)ReconnectCall yes (test)RetrieveCall yes (test)TransferCall yes (test)setFeature msgWaitingOn yes (test)setFeature doNotDisturb yes (test)setFeature forward yes (test)setFeature agentState yes (test)queryDevice msgWaitingOn yes (test)queryDevice doNotDisturb yes (test)queryDevice forwarding yes (test)queryDevice agentstate yes (test)queryDevice agentstateonly CSTA180

yes (test)

queryDevice deviceInfo yes (test)


Interfaces

Status Reporting ServicesThe following table shows which Status Reporting Services are supported.

Computing FunctionsThe following table shows that no Computing Function Services are supported.

Bidirectional ServicesThe following table shows which Bidirectional Services are supported.

The device list (cstaGetDeviceList) is administered locally with the CTI Administratior application.

CSTA-Message SupportedMonitorStart device yesMonitorStart call yes (test)MonitorStart call yes (test)ChangeMonitorFilter yes (test)MonitorStop yes SnapshotCall yes (test)SnapshotDevice yes (test)

CSTA-Message SupportedrouteRequest norouteSelect norouteEnd no

CSTA-Message SupportedescapeService yes (test)escapeService yes (test)privateData yes (test)SystemStatus yes (test)SystemStatus yes (test)


Interfaces

TSAPI/ RPCThe RPC interface is functionally equivalent with the TSAPI interface. Changes were made according to DCE-RPC standard. For RPC definition, the union type must always directly precede the union. All names of functions and definitions are marked with a TN prefix to enable proper mapping with the TSAPI-DLL.

The following tables show which TSAPI functions are supported by RPC and TSAPI interfaces.

Dependency on PBX softwareSome functions are subject to the PBX software.

With the TSAPI function cstaGetAPICaps you can check whether a function is supported. The note test is used for this in the following tables.

Dependency on terminalAll functions are subject to the terminal type (digital or analog) and software.

CSTAThe following table shows which CSTA-Events are supported.

TSAPI/RPC CSTA Events CSTA-Message SupportedcallCleared callCleared yes (test)conferenced conferenced yesconnectionCleared connectionCleared yesdelivered delivered yesdiverted diverted yesestablished established yesfailed failed yesheld held yesnetworkReached networkReached yesoriginated originated yesqueued queued yes (test)retrieved retrieved yesserviceInitiated serviceInitiated yestransferred transferred yes


Interfaces

FeaturesThe following table shows which Feature-Events are supported.

AgentThe following table shows which Agent-Events are supported.

Events marked with an asterisk (*) are Phase I events. The events are mapped for Phase II access.

MaintenanceThe following table shows which Maintenance-Events are supported.

PrivateThe following table shows that no Private-Events are supported.

TSAPI Feature-Events CSTA-Message SupportedcallInformation callInformation yes (test)doNotDisturb doNotDisturb yes (test)forwarding forwarding yes (test)messageWaiting messageWaiting yes (test)

TSAPI Agent-Events CSTA-Message SupportedloggedOn loggedOn yes (test)loggedOff loggedOff yes (test)notReady notReady yes (test)ready ready yes (test)worknotready *) worknotready yes (test)workready *) workready yes (test)

TSAPI Maintenance-Events CSTA-Message SupportedbackInService backInService yes (test)outOfService outOfService yes (test)

TSAPI Private-Events CSTA-Message SupportedprivateEvent privateEvent no


Interfaces

Switch Function ServicesThe following table shows which Switch Function Services are supported.

TSAPI Switch Function Services

CSTA-Message Supported

cstaAlternateCall AlternateCall yes (test)cstaAnswerCall AnswerCall yes (test)cstaCallCompletion CallCompletion yes (test)cstaClearCall ClearCall yes (test)cstaClearConnection ClearConnection yescstaConferenceCall ConferenceCall yes (test)cstaConsultationCall ConsultationCall yes (test)cstaDeflectCall DivertCall Deflect yes (test)cstaGroupPickupCall DivertCall Group yes (test)cstaPickupCall DivertCall Pickup yes (test)cstaHoldCall HoldCall yes (test)cstaMakeCall MakeCall yescstaMakePredictiveCall MakePredictiveCall yes (test)cstaReconnectCall ReconnectCall yes (test)cstaRetrieveCall RetrieveCall yes (test)cstaTransferCall TransferCall yes (test)cstaSetMsgWaitingInd setFeature msgWaitingOn yes (test)cstaSetDoNotDisturb setFeature doNotDisturb yes (test)cstaSetForwarding setFeature forward yes (test)cstaSetAgentState setFeature agentState yes (test)cstaQueryMsgWaitingInd queryDevice msgWaitingOn yes (test)cstaQueryDoNotDisturb queryDevice doNotDisturb yes (test)cstaQueryForwarding queryDevice forwarding yes (test)cstaQueryAgentState queryDevice agentstate yes (test)cstaQueryLastNumber - nocstaQueryDeviceInfo queryDevice deviceInfo yes (test)


Interfaces

Status Reporting ServicesThe following table shows which Status Reporting Services are supported.

Computing FunctionsThe following table shows that no Computing Function Services are supported.

Bidirectional ServicesThe following table shows which Bidirectional Services are supported.

The Device list (cstaGetDeviceList) is administered locally with the CTI Administrator application.

TSAPI Status-Reporting Services


cstaMonitorDevice MonitorStart device yescstaMonitorCall MonitorStart call yes (test)cstaMonitorCallsViaDevice MonitorStart call yes (test)cstaChangeMonitorFilter ChangeMonitorFilter yes (test)cstaMonitorStop MonitorStop yes (test)cstaSnapshotCallReq SnapshotCall yes (test)cstaSnapshotDeviceReq SnapshotDevice yes (test)

TSAPI Computing-Function Services


cstaRouteRegisterReq - nocstaRouteRegisterCancel - nocstaRouteSelect routeSelect nocstaRouteEnd routeEnd nocstaRouteSelectInv - nocstaRouteEndInv - no

TSAPI Bidirectional Services CSTA-Message SupportedcstaEscapeService escapeService yes (test)cstaEscapeServiceConf escapeService yes (test)cstaSendPrivateEvent privateData yes (test)cstaSysStatReq SystemStatus yes (test)cstaSysStatStart - nocstaSysStatStop - nocstaChangeSysStatFilter - nocstaSysStatReqConf SystemStatus yes (test)cstaSysStatEvent - no


Interfaces

ACS FunctionsThe following table shows which ACS Functions are supported.

cstaGetAPICaps - yescstaGetDeviceList - yes

TSAPI ACS-Functions


acsOpenStream - yesacsCloseStream - yesacsAbortStream - yesacsFlushEventQueue - yesacsGetEventPoll - yesacsGetEventBlock - yesacsEventNotify - noacsSetESR - no

TSAPI Bidirectional Services CSTA-Message Supported


Interfaces

MS TAPIIf you want to use the Microsoft TAPI you have to install the Avaya telephony driver for TAPI on all connected clients.

TSPIThe telephony driver Avaya TSPI is used as interface between the Microsoft TAPI and the RPC interface.

Overview of servicesThe following tables show which services of MS TAPI are supported. The services are divided into the following groups.• Provider• Basic• Supplementary• Assisted• Extended

Provider ServicesThe following table shows the supported Provider Services.

Basic ServicesThe following table shows the supported Basic Services.

Provider Services SupportedproviderConfig yesproviderCreatePhoneDevice noproviderCreateLineDevice noproviderEnumDevices yesproviderInit yesproviderInstall noproviderRemove noproviderShutdown yes

Basic Services SupportedlineNegotiateTSPIVersion yeslineGetAddressCaps yeslineGetAddressID yeslineGetAddressStatus yeslineGetCallInfo yeslineGetCallStatus yes


Interfaces

Supplementary ServicesSupplementary Services extend the Basic Services. The following table shows the supported Supplementary Services.

lineGetDevCaps yesyeslineGetDevConfig nolineGetIcon nolineGetID yeslineGetLineDevStatus yeslineGetNumAddressIDs yeslineSetExtVersion yeslineSetAppSpecific nolineSetCallData nolineSetCallParams nolineSetCallQualityOfService nolineSetCallTreatment nolineSetCurrentLocation yeslineSetDefaultMediaDetection yeslineSetDevConfig nolineSetLineDevStatus nolineSetMediaControl nolineSetMediaMode nolineSetStatusMessages yeslineSetTerminal nolineOpen yeslineClose yeslineCloseCall yeslineMakeCall yeslineDial yeslineAnswer yeslineDrop yeslineGetDevCaps yes

Supplementary Services SupportedlineAccept nolineAddToConference yeslineRemoveFromConference nolineSetupConference yeslineSetupTransfer yeslineCompleteTransfer yeslineConditionalMediaDetection nolineConfigDialog yeslineConfigDialogEdit no

Basic Services Supported


Interfaces

Assisted ServicesAssisted services are only available on the client side.

Extended ServicesThe following table shows the supported Extended Services.

lineHold yeslineUnhold yeslineSwapHold yeslineForward yeslinePickup yeslineRedirect yeslineCompleteCall yeslineUncompleteCall nolineBlindTransfer yeslineGenerateDigits yeslineGenerateTone nolineMonitorDigits nolineMonitorMedia nolineMonitorTones nolinePark nolinePrepareAddToConference nolineReleaseUserUserInfo nolineSecureCall nolineSendUserUserInfo nolineUnpark no

Extended line Services SupportedlineNegotiateExtVersion yeslineDevSpecific nolineDevSpecificFeature nolineGetExtensionID yes

Supplementary Services Supported


Interfaces

Fields and parametersThe following fields are pre-configured with the following values. Some fields can change during operation, e.g. NumActiveCalls. Other fields are subject to the status of the call. The list shows possible values.

lineGetAddressStatus():Fields ValuesdwAddressFeatures (LINEADDRFEATURE_PICKUP,

LINEADDRFEATURE_FORWARD, LINEADDRFEATURE_MAKECALL)

dwNumActiveCalls xdwNumOnHoldCalls xdwNumOnHoldPendCalls xdwForwardNumEntries 0 to 3dwForwardSize xdwForwardOffset 0dwNumInUse 1dwNumRingsNoAnswer 5

lineGetAddressCaps():Fields ValuesdwLineDeviceID xdwAddressSize 0dwAddressOffset 0dwAddressSharing LINEADDRESSSHARING_PRIVATEdwAvailableMediaModes LINEMEDIAMODE_INTERACTIVEVOICEdwDialToneModes LINEDIALTONEMODE_NORMALdwAddressStates (LINEADDRESSSTATE_NUMCALLS,

LINEADDRESSSTATE_FORWARD, LINEADDRESSSTATE_OTHER)

dwCallInfoStates (LINECALLINFOSTATE_APPSPECIFIC, LINECALLINFOSTATE_CALLID, LINECALLINFOSTATE_RELATEDCALLID, LINECALLINFOSTATE_ORIGIN, LINECALLINFOSTATE_CALLERID, LINECALLINFOSTATE_CALLEDID, LINECALLINFOSTATE_CONNECTEDID, LINECALLINFOSTATE_REDIRECTIONID, LINECALLINFOSTATE_REDIRECTINGID,LINE CALLINFOSTATE_CHARGINQINFO)

dwCallerIDFlags (LINECALLPARTYID_ADDRESS, LINECALLPARTYID_UNKNOWN, LINECALLPARTYID_UNAVAIL)


Interfaces

dwCalledIDFlags (LINECALLPARTYID_NAME, LINECALLPARTYID_ADDRESS, LINECALLPARTYID_UNKNOWN, LINECALLPARTYID_UNAVAIL)

dwConnectedIDFlags (LINECALLPARTYID_ADDRESS, LINECALLPARTYID_UNKNOWN, LINECALLPARTYID_UNAVAIL)

dwRedirectionIDFlags (LINECALLPARTYID_ADDRESS, LINECALLPARTYID_UNKNOWN, LINECALLPARTYID_UNAVAIL)

dwCallStates (LINECALLSTATE_IDLE, LINECALLSTATE_OFFERING, LINECALLSTATE_ACCEPTED, LINECALLSTATE_DIALTONE, LINECALLSTATE_DIALING, LINECALLSTATE_RINGBACK, LINECALLSTATE_BUSY, LINECALLSTATE_SPECIALINFO, LINECALLSTATE_CONNECTED, LINECALLSTATE_PROCEEDING, LINECALLSTATE_ONHOLD, LINECALLSTATE_CONFERENCED, LINECALLSTATE_ONHOLDPENDTRANSFER, LINECALLSTATE_DISCONNECTED, LINECALLSTATE_UNKNOWN)

dwDialToneModes LINEDIALTONEMODE_UNAVAILdwBusyModes LINEBUSYMODE_UNAVAILdwSpecialInfo LINESPECIALINFO_UNAVAILdwDisconnectModes (LINEDISCONNECTMODE_NORMAL,

LINEDISCONNECTMODE_UNKNOWN, LINEDISCONNECTMODE_BUSY, LINEDISCONNECTMODE_REJECTLINEDISCONNECTMODE_PICKUPLINEDISCONNECTMODE_FORWARDEDLINEDISCONNECTMODE_NOANSWERLINEDISCONNECTMODE_CANCELLEDLINEDISCONNECTMODE_BADADDRESS)

dwMaxNumActiveCalls 1dwMaxNumOnHoldCalls 5dwMaxNumOnHoldPending-Calls

1

dwMaxNumConference 3dwMaxNumTransConf 3dwAddrCapFlags (LINEADDRCAPFLAGS_DIALED,

LINEADDRCAPFLAGS_ORIGOFFHOOK,LINEADDRCAPFLAGS_COMPLETIONID)

lineGetAddressCaps():Fields Values


Interfaces

dwCallFeatures (LINECALLFEATURE_GENERATEDIGITS,LINECALLFEATURE_ACCEPT, LINECALLFEATURE_ADDTOCONF, LINECALLFEATURE_ANSWER, LINECALLFEATURE_BLINDTRANSFER, LINECALLFEATURE_COMPLETECALL, LINECALLFEATURE_COMPLETETRANS, LINECALLFEATURE_DIAL, LINECALLFEATURE_DROP, LINECALLFEATURE_HOLDLINECALLFEATURE_REDIRECT, LINECALLFEATURE_SWAPHOLD, LINECALLFEATURE_UNHOLD)

dwRemoveFromConfCaps LINEREMOVEFROMCONF_NONEdwRemoveFromConfState LINECALLSTATE_IDLEdwTransferModes (LINETRANSFERMODE_TRANSFER,

LINETRANSFERMODE_CONFERENCE)dwParkModes LINEPARKMODE_NONDIRECTEDdwForwardModes (LINECALLCOMPLMODE_CALLBACK,

LINECALLCOMPLMODE_CAMPON, LINECALLCOMPLMODE_INTRUDE)

dwMaxForwardEntries 3dwMaxSpecificEntries 0dwMinFwdNumRings 5dwMaxFwdNumRings 5DwMaxCallCompletions 99dwCallCompletionConds LINECALLCOMPLCOND_BUSYdwCallCompletionModes (LINECALLCOMPLMODE_CALLBACK,

LINECALLCOMPLMODE_DIALED, LINECALLCOMPLMODE_ORIGOFFHOOK)

dwAddressFeatures(TAPI Version 1.4)

LINEADDRFEATURE_FORWARD | LINEADDRFEATURE_MAKECALL |LINEADDRFEATURE_PICKUP;

lineGetAddressID():Fields ValuedwAddressID 0

lineGetCallAddressID():Fields ValuesdwAddressID 0

lineGetDevCaps():Fields ValuesdwPermanentLineID xdwStringFormat STRINGFORMAT_DBCS

lineGetAddressCaps():Fields Values


Interfaces

dwLineNameSize 0dwLineNameOffset 0dwAddressModes LINEADDRESSMODE_DIALABLEADDRdwNumAddresses 1dwBearerModes LINEBEARERMODE_VOICEdwMediaModes LINEMEDIAMODE_INTERACTIVEVOICEdwAnswerMode LINEANSWERMODE_NONEdwMaxNumActiveCalls 1dwLineStates (LINEDEVSTATE_INSERVICE,

LINEDEVSTATE_OUTOFSERVICE)dwNumTerminals 1dwGenerateDigitModes (LINEDIGITMODE_DTMF);dwLineFeatures (LINEFEATURE_FORWARD,

LINEFEATURE_MAKECALL);

lineGetNumAddressIDsFields ValuedwNumAddressIDs 1

lineGetLineDevStatus():Fields ValuesdwNumActiveCalls xdwNumOnHoldCalls xdwNumOnHoldPendCalls xdwLineFeatures (LINEFEATURE_FORWARD,

LINEFEATURE_FORWARD_FWD, LINEFEATURE_MAKECALL)

dwNumCallCompletions xdwDevStatusFlags LINEDEVSTATUSFLAGS_CONNECTED

lineGetCallInfo():Fields ValuesdwLineDeviceID xdwCallID xdwRelatedCallID xdwBearerMode LINEBEARERMODE_VOICE

lineGetDevCaps():Fields Values


Interfaces

dwCallStates (LINECALLSTATE_IDLE, LINECALLSTATE_OFFERING, LINECALLSTATE_ACCEPTED, LINECALLSTATE_DIALTONE, LINECALLSTATE_DIALING, LINECALLSTATE_RINGBACK, LINECALLSTATE_BUSY, LINECALLSTATE_SPECIALINFO, LINECALLSTATE_CONNECTED, LINECALLSTATE_PROCEEDING, LINECALLSTATE_ONHOLD, LINECALLSTATE_CONFERENCED, LINECALLSTATE_ONHOLDPENDTRANSFER, LINECALLSTATE_ONHOLDPENDCONFLINECALLSTATE_DISCONNECTED, LINECALLSTATE_UNKNOWN)

dwOrigin LINECALLORIGIN_UNAVAIL .. LINECALLORIGIN_OUTBOUND

dwReason 0 .. LINECALLREASON_CALLCOMPLETION

dwCallerIDSize xdwCallerIDOffset xdwCalledIDSize xdwCalledIDOffset xdwCallerIDFlags LINECALLPARTYID_ADDRESS; dwCalledIDFlags LINECALLPARTYID_ADDRESS; dwConnectedIDSize xdwConnectedIDOffset xdwConnectedIDFlags LINECALLPARTYID_ADDRESS;dwRedirectionIDFlags LINECALLPARTYID_ADDRESSdwRedirectionIDSize xdwRedirectingIDFlags LINECALLPARTYID_ADDRESSdwRedirectingIDSize xdwRedirectingIDOffset x

lineGetCallInfo():Fields Values


Interfaces

lineGetCallStatus():Fields ValuesdwCallState ( LINECALLSTATE_IDLE,

LINECALLSTATE_OFFERING, LINECALLSTATE_ACCEPTED, LINECALLSTATE_DIALTONE, LINECALLSTATE_DIALING, LINECALLSTATE_RINGBACK, LINECALLSTATE_BUSY, LINECALLSTATE_SPECIALINFO, LINECALLSTATE_CONNECTED, LINECALLSTATE_PROCEEDING, LINECALLSTATE_ONHOLD, LINECALLSTATE_CONFERENCED, LINECALLSTATE_ONHOLDPENDTRANSFER, LINECALLSTATE_DISCONNECTED, LINECALLSTATE_UNKNOWN)

dwCallFeaturesno (LINECALLFEATURE_ANSWER, LINECALLFEATURE_REDIRECT, LINECALLFEATURE_DIAL, LINECALLFEATURE_DROP, LINECALLFEATURE_SETUPTRANSFER, LINECALLFEATURE_SWAPHOLD, LINECALLFEATURE_COMPLETETRANSFLINECALLFEATURE_GENERATEDIGITS,LINECALLFEATURE_HOLD,LINECALLFEATURE_UNHOLD,LINECALLFEATURE_SETUPCONF,LINECALLFEATURE_COMPLETECALL)


Interfaces

JTAPIThe JTAPI client of the conneCTIon application supports the interface of the Core and Call Control Model of the JTAPI. The interfaces used by the JTAPI for terminal and address are not differentiated, i.e. each address is assigned exactly to the terminal with the same name.

The following table shows whether the JTAPI client supports the respective method or not. The interfaces are listed in broad face, the methods in regular face.

Interface/ method Sup.javax.telephony.Address -getName() yesgetProvider() yesgetTerminals() yesgetConnections() yesaddObserver(AddressObserver observer) yesgetObservers() yesremoveObserver(AddressObserver observer) yesaddCallObserver(CallObserver observer) yesgetCallObservers() yesremoveCallObserver(CallObserver observer) yesgetCapabilities() yesgetAddressCapabilities(Terminal terminal) yesjavax.telephony.Call -getConnections() yesgetProvider() yesgetState () yesconnect(Terminal origterm, Address origaddr, String dialedDigits) yesaddObserver(CallObserver observer) yesgetObservers() yesremoveObserver(CallObserver observer) yesgetCapabilities(Terminal terminal, Address address) yesgetCallCapabilities(Terminal term, Address addr) yesjavax.telephony.Connection -getState () yesgetCall () yesgetAddress () yesgetTerminalConnections() yesdisconnect() yesgetCapabilities() yesgetConnectionCapabilities(Terminal terminal, Address address) yes


Interfaces

javax.telephony.JtapiPeer -getName () yesgetServices () yesgetProvider(String providerString) yesjavax.telephony.Provider -getState() yesgetName() yesgetCalls () yesgetAddress(String number) yesgetAddresses() yesgetTerminals() yesgetTerminal(String name) yesshutdown() yescreateCall() yesaddObserver(ProviderObserver observer) yesgetObservers() yesremoveObserver(ProviderObserver observer) yesgetProviderCapabilities() yesgetCallCapabilities() yesgetAddressCapabilities() yesgetTerminalCapabilities() yesgetConnectionCapabilities() yesgetTerminalConnectionCapabilities() yesgetCapabilities() yesgetProviderCapabilities(Terminal terminal) yesgetCallCapabilities(Terminal terminal, Address address)

yes

getConnectionCapabilities(Terminal terminal, Address address)

yes

getAddressCapabilities(Terminal terminal) yesgetTerminalConnectionCapabilities(Terminal terminal) yesgetTerminalCapabilities(Terminal terminal) yesjavax.telephony.Terminal -getName() yesgetProvider() yesgetAddresses () yesgetTerminalConnections () yesaddObserver(TerminalObserver observer) yesgetObservers() yesremoveObserver(TerminalObserver observer) yesaddCallObserver(CallObserver observer) yesgetCallObservers() yesremoveCallObserver(CallObserver observer) yes

Interface/ method Sup.


Interfaces

getCapabilities() yesgetTerminalCapabilities(Terminal terminal, Address address) yesjavax.telephony.TerminalConnection -getState () yesgetTerminal () yesgetConnection () yesanswer() yesgetCapabilities () yesgetTerminalConnectionCapabilities(Terminal terminal, Address address)

yes

javax.telephony. callControl.CallControlAddress -setForwarding(CallControlForwarding[] instructions) yesgetForwarding() yesCancelForwarding() yesGetDoNotDisturb() yesSetDoNotDisturb(boolean enable) yesGetMessageWaiting() yesSetMessageWaiting(boolean enable) yesjavax.telephony. callControl.CallControlAddressObserver -javax.telephony. callControl.CallControlCall -GetCallingAddress() yesGetCallingTerminal() yesgetCalledAddress () yesgetLastRedirectedAddress () yesaddParty(String newParty) yesdrop() yesoffHook(Address origaddress, Terminal origterminal) no 2)

conference(Call otherCall) yestransfer(Call otherCall) yestransfer(String address) yessetConferenceController(TerminalConnection tc) yesgetConferenceController() yessetTransferController(TerminalConnection tc) yesgetTransferController() yessetConferenceEnable(boolean enable) yesgetConferenceEnable() yessetTransferEnable(boolean enable) yesgetTransferEnable() yesconsult(TerminalConnection tc, String dialedDigits) yesconsult(TerminalConnection tc) nojavax.telephony. callControl.CallControlConnection -getCallControlState () yesaccept() no 2)



Interfaces

reject() no 2)

redirect(String destinationAddress) yesaddToAddress(String additionalAddress) no 2)

park(String destinationAddress) no 2)

javax.telephony. callControl.CallControlTerminal -getDoNotDisturb() yessetDoNotDisturb(boolean enable) yespickup(Connection pickupConnection, Address terminalAddress) yespickup(TerminalConnection pickTermConn, Address terminalAddress)

yes

pickup(Address pickupAddress, Address terminalAddress) yespickupFromGroup(String pickupGroup, Address terminalAddress)

no 2)

pickupFromGroup(Address terminalAddress) no 2)

getCallControlState() yeshold() yesunhold() yesjoin() no 2)

leave() no 2)

javax.telephony.callcontrol.capabilities.CallControlAddressCapabilities

-

canSetForwarding () yescanGetForwarding() yescanCancelForwarding() yescanGetDoNotDisturb() yescanSetDoNotDisturb() yescanGetMessageWaiting() yescanSetMessageWaiting() yesjavax.telephony.callcontrol.capabilities.CallControlCallCapabilities

-

canDrop () yescanOffHook () yescanSetConferenceController () yescanSetTransferController () yescanSetTransferEnable () yescanSetConferenceEnable () yescanTransfer () yescanTransfer(Call call) yescanTransfer(String destination) yescanConference() yescanAddParty() yescanConsult() yescanConsult(TerminalConnection tc, String destination) yes



Interfaces

canConsult(TerminalConnection tc) yesjavax.telephony.callcontrol.capabilities.CallControlConnectionCapabilities

-

canRedirect () yescanAddToAddress () yescanAccept () yescanReject () yescanPark () yesjavax.telephony.callcontrol.capabilities.CallControlTerminalCapabilities

-

canGetDoNotDisturb () yescanSetDoNotDisturb () yescanPickup () yescanPickup(Connection connection, Address address) yescanPickup(TerminalConnection tc, Address address) yescanPickup(Address address1, Address address2) yescanPickupFromGroup() yescanPickupFromGroup(String group, Address address) yescanPickupFromGroup(Address address) yesjavax.telephony.callcontrol.capabilities.CallControlTerminaConnectionCapabilities

-

canHold () yescanUnhold () yescanJoin () yesCanLeave() yesjavax.telephony.callcontrol.events. CallCtlAddrDoNotDisturbEv -getDoNotDisturbState () yesjavax.telephony.callcontrol.events. CallCtlAddrForwardEv -getForwarding () yesjavax.telephony.callcontrol.events. CallCtlAddrMessageWaitingEv

-

getMessageWaitingState () yesjavax.telephony.callcontrol.events. CallCtlCallEv -getCallingAddress () yesgetCallingTerminal() yesgetCalledAddress() yesgetLastRedirectedAddress() yesjavax.telephony.callcontrol.events. CallCtlConnDialingEv -getDigits() nojavax.telephony.callcontrol.events. CallCtlConnQueuedEv -getNumberInQueue () nojavax.telephony.callcontrol.events. CallCtlEv -getCallControlCause () yesjavax.telephony.callcontrol.events. CallCtlTermDoNotDisturbEv -



Interfaces

1) not implemented for I332) CSTA Phase III3) reports META_UNKNOWN4) always reports false

getDoNotDisturbState () yesjavax.telephony. capabilities.AddressCapabilities -isObservable () yesjavax.telephony. capabilities. CallCapabilities -canConnect () yesisObservable() yesjavax.telephony. capabilities. ConnectionCapabilities -canDisconnect () yesjavax.telephony. capabilities. ProviderCapabilities -isObservable () yesjavax.telephony. capabilities. TerminalCapabilities -isObservable () yesjavax.telephony. capabilities. TerminalConnectionCapabilities

-

canAnswer () yesjavax.telephony. events.AddrEv -getAddress () yesjavax.telephony. events.CallEv -getCall () yesjavax.telephony. events. CallObservationEndedEv -getEndedObject () yesjavax.telephony. events. ConnEv -getConnection () yesjavax.telephony. events. Ev -getCause () yesgetMetaCode() yes 3)

isNewMetaEvent() yes 4)

getID() yesgetObserved() yesjavax.telephony. events. ProvEv -getProvider () yesjavax.telephony. events.TermConnEv -getTerminalConnection () yesjavax.telephony. events.TermEv -getTerminal () yes



Interfaces


Installation

Installation

OverviewThis chapter explains how to install all components of a CTI server.

ReferencesThis chapter provides information about• “Important notes” on page 76• “Prerequisites” on page 77• “Installing the operating system” on page 79• “Settings of the operating system” on page 80• “Installing the ISDN card” on page 82• “Cabling with I33 or I55” on page 84• “Cabling I55 LX” on page 86• “Cabling ACM PBX” on page 87• “Starting the component installation” on page 90• “Installing the License server” on page 91• “Installing the Module Manager” on page 92• “Installing the CTI server” on page 96• “Installing the JTAPI server” on page 100• “Installing the TSAPI” on page 102• “Installing the TSPI for TAPI 2.x” on page 103• “Installing the JTAPI client” on page 106• “Updating an earlier release” on page 107• “Uninstalling” on page 108


Installation

Important notesPlease note that this manual describes the installation for operating system Microsoft Windows 2003.

Host nameYou have to enter the host name when you enter the name of a server. The entry is case-sensitive. The host name usually matches the computer name only that all letters are small.

Do not use the Computer Name as server name.

This is how you find out the host name.

1. Open a command prompt at the respective PC.

2. Enter hostname.

3. Press ENTER. The host name is displayed.

Further informationFor further information on the operating systems please refer to the respective manuals or Online helps.


Installation

PrerequisitesThe following hardware and software requirements must be met if you want to install and use all components of the CTI server. The client requirements depend on the applications used.

PBXThe PBX must meet the following requirements.• Integral 33 or Integral 55, software release E062V02_0_4 or above• Integral 55 LX software release V6• Integral 5 (I5E) software release R2.150 or higher• ACM software release 3.1 or higher

Server components: HardwareYou need the following hardware for the server components. You can install CTI server, License server and JTAPI server on one PC.• PC• Intel processor Pentium III 933 or above• 256 MB SD RAM or comparable storage medium• Harddisk with sufficient storage capacity (at least 8 GB)• CDROM drive• 3.5’’ floppy disk drive• Keyboard• Pointer (mouse)• Network card (Ethernet card)• ISDN-S0 card

Client components: HardwareThe hardware prerequisites for the client components depend on the used applications. Take the recommendations of application manufacturers into account.


Installation

Server components: SoftwareYou need the following software for the server components.• Microsoft NT 2000 Professional

orMicrosoft Windows 2000 ServerorMicrosoft Windows XP ProfessionalorMicrosoft Windows 2003 Server

• Driver software (CAPI 2.0 32 bit) for ISDN card release 1.08 or above• TCP/IP protocol stack• RPC protocol stack• CD ROM with conneCTIOn 4.0 or higher• JAVA runtime environment if necessary

Client components: SoftwareYou need the following software for the client components.• Microsoft Windows 2000

orMicrosoft Windows XPorLINUX (only for JAVA (JTAPI applications))orSUN UNIX (only for JAVA (JTAPI applications))

• TCP/IP protocol stack• RPC protocol stack• CD-ROM with conneCTIon 3.1x or above• JAVA runtime environment (JRE 1.3) if necessary

ISDN-S0 cardInstall the ISDN-S0 card as specified by the manufacturer. Use the default card settings.

Network cardInstall the network card (3Com Ethernet III Combo) as specified by the manufacturer. Use port 0x300 and interrupt IRQ 5.

No interrupt can be set for the 3Com Fast Ethernet network card. Interrupt IRQ 11 is automatically set upon installation.


Installation

Installing the operating systemInstall the operating system as usual.

Configuring the BIOSA CTI server constantly processes messages from the PBX. The performance of the CTI server must not be reduced by a Power Management offered by some manufacturers. Power Management can switch processor and harddisk to energy saving mode.

Disable all Power Management functions.

Installing Windows 2003Install Windows 2003 on the PC. Please refer to the respective manual for installation and settings.

Select autodetect for the display adapter during the installation. Select the respective keyboard layout (e.g. English).

Install the server as Standalone Server (no domain controller).

Format the harddisk as NTFS.

Name of the PC Do not use any special characters for the name of the PC. The name must start with a letter. You can use alphanumeric characters.

As administrator password use e.g. cti123.

You must be logged-in as Administrator to make the following changes.


Installation

Settings of the operating systemYou have to adjust some settings of the operating system to be able to use a CTI server. The respective operating system settings are listed below. Detailed instructions are not provided. The necessary information is given in abbreviated form. Icon and tab names are listed. For further information please refer to the respective manual or Windows help.

Internet protocolPlease note that you have to configure the network protocol TCP/IP upon installation. TCP/IP is necessary for the communication of the CTI components.

Please refer to the respective manual for installation and settings.

Paging fileSet the paging file as follows.

RecoverySet the recovery as follows.

What do you have to set? Where do you set it?Internet Protocol (TCP/IP) Control Panel

Local Area Connection PropertiesIf no network card is installed you must use the Microsoft loopback adapter(NEVER use IP address 127.0.0.1).

-

What do you have to set? Where do you set it?Virtual Memory

Paging File

Initial size (MB): 300Maximum size (MB): 600

System Properties

Advanced tab

Performance Options

What do you have to set? Where do you set it?Show list for: 10 seconds

System Failure

Select all

Write Debugging Information

Complete Memory Dump (64kB)

System Properties

Advanced tab

Startup and Recovery


Installation

Log sizeSet the log size as follows.

UserYou have to create a user with Administrator rights.

What do you have to set? Where do you set it?Application logSecurity logSystem log

Maximum Log Size 1024 KB

Overwrite Events as Needed

Event Viewer

Application Log Properties

Security Log Properties

System Log Properties

What do you have to set? Where do you set it?Username: ctiuser

Password: cti123

User Properties


Installation

Installing the ISDN cardYou need an ISDN card with full CAPI 2.0 32-Bit support for accessing the PBXs I3, I5, I33 and I55.

There is no operation guarantee if other ISDN cards (e.g. AVM card) are used.

The following instructions refer to an Eicon DIVA Pro ISDN card.

You find further information on the Internet underhttp://www.eicon.com

For I55 LX and ACMYou do not need an ISDN card (S0) to connect a CTI server with an I55 LX.

InstallingWindows 2000 and Windows 2003 recognize an ISDN card automatically and start the respective installation.

1. Select a protocol i.e. European ISDN (DSS1) for Europe.

2. Click Next.3. You have to enter the number of used B channels. You usually use one B

channel. Further settings are not necessary.

4. Click Next. The installation of the ISDN card is finished. You find the ISDN card in the Device Manager under Network adapters. Double-click the ISDN card to view its settings.

Installing CAPIYou need the conneCTIon 3.1x CD ROM or a data carrier with the corresponding driver.

1. In folderUnsupported/ISDN-Drivers/Diva_Pro double-click dw2k.exe. The Welcome dialog opens.

2. Click Next. 3. Use the default for the installation folder. Click Continue.

4. Click Start. 5. Click Yes. Driver and CAPI are installed.

6. Click OK.

7. Restart the PC.


Installation

CheckYou can use the acopy2 program to check the function of the ISDN card. You find the acopy2 program in the folder \EICON\DIVA.

Proceed as follows to check the function.

1. Open a command prompt.

2. Enter the acopy2/serv command and press ENTER.

3. Open another command prompt.

4. Enter the acopy2 /num #callnumber: command and press ENTER.

5. Please note that the port of the connecting device ETSI must be 0 for the protocol.

Checking the CAPI driverProceed as follows to check the CAPI driver.

1. Open the Computer Management. 2. Select the Device Manager. 3. Select Show hidden device in the View menu.

4. The CAPI driver [CAPI 2.0 driver] must be listed under Non-Plug and Play Drivers.

5. Double-click the driver to view its settings.


Installation

Cabling with I33 or I55The PBX needs to be equipped with a DS0or a DT0 module.

Illustration: conneCTIon with I33 PBXThe CTI server is connected with the I33 or I55 PBX via an ISDN-S0 card. The following schematic illustration shows the cabling.

ISDN-S0 connectionThe following illustration shows the pinout of the ISDN-S0 jack.

S0connection

PIN1

PIN2

PIN3

PIN4

PIN5

PIN6

PIN7

PIN8

ISDN assignment free free a2 a1 b1 b2 free freePBX free free RXA TXA TXB RXB free free

I33/ I55

DT0/S0

S0ISDN/

LAN

CTI serverS0

Detail of the ISDN-S0 card

ISDN basic connection ofthe ISDN-S0 card (8-pole)


Installation

PBX configurationYou have to configure the following settings.• You have to configure the CTI server as a digital terminal (DITN) with

DKZN1 protocol. • Enable the services Telephony (TLP) and Data (DAT).• Both B channels must be enabled. • Configure the digital terminal. Configure the BCAG connection. Write

down the call number. You need the call number for installing the CTI server.

• The following three files must be part of the customer data.LMOAET.DATLCSPWT.DATLSPWTB.DATUse the files of the standard customer data.


Installation

Cabling I55 LXThe I55 LX must be equipped with an ACB module and an AEV24 module.

Note the necessary memory extension (multi-module PBX).

Prerequisite I55 LXYou assigned a respective TCP/IP number and host name to the I55 LX. You need the TCP/IP number or the host name for configuration with the CTI Administrator application.

Illustration: conneCTIon with I55 LXThe following schematic illustration shows the connection of an I55 LX with conneCTIon.

Connection with PBXPlease refer to the topic “Connection with I55 LX” on page 170 for how to configure a connection with an I55 LX with the CTI Administrator application.

ACB/AEV24

CTI server

I55 LX

LAN


Installation

Cabling ACM PBXYou need an AES server to connect the PBX with the CTI server. The AES server provides the TSAPI connection between CTI server and PBX.

Prerequisite ACMYou assigned a corresponding TCP/IP number and host name for the ACM. You need this TCP/IP number or the host name for the configuration with the CTI Administrator application.

Illustration: conneCTIon with ACMThe following schematic illustration shows the connection of an ACM with conneCTIon.

Anbindung an Tk-Anlage

Please refer to the topic “Connection with ACM” on page 172 for how to con-figure a connection with an ACM with the CTI Administrator application.

ACM

CTI server

AES server

LAN

PBX


Installation

Cabling with I5Connect an I5 PBX as follows.

IllustrationThe CTI server is connected with the I5 via an ISDN-S0 card. The following schematic illustration shows the cabling.

ISDN-S0 connectionThe following illustration shows the pinout of the ISDN card.

The following pinout is for an I5 if it is connected via a S4S module. The S4S module offers two S0 connections in one jack.

S0connection

PIN1

PIN2

PIN3

PIN4

PIN5

PIN6

PIN7

PIN8

ISDN assignment a2 a1 b1 b2 a2 a1 b1 b2PBX RXA TXA TXB RXB RXA TXA TXB RXBConnection 1 1 1 1 2 2 2 3

S0ISDN/

LAN

CTI serverS0

I5

S0mod.

Detail of the ISDN-S0 card

ISDN basic connection ofthe ISDN-S0 card (8-pole)


Installation

Prerequisite I5The I5 needs to be equipped with one of the modules S1S, M2S, U4S or S4S.

In the following illustration, an x marks the S0 connection for the PC running the CTI server.

CC1 in EUE (right) with the respective software.

Via the S0 card the PC is connected with the CTI server with a 1:1 cable to a S0 subscriber-connection at the EUE or BUE. Nothing else must be connected to this port.

I5

CC1

EUE BUE

LNK


Installation

Starting the component installationYou need the CTI CDROM to install the necessary components for conneCTIon.

PrerequisitesThe following prerequisites must be met if you want to install the conneCTIon components.• The operating system must be installed• ISDN card with CAPI 2.0 must be installed (not necessary for I55 LX or

ACM)• TCP/IP must be installed• The CTI-CD ROM with conneCTIon release 4.0 is at hand• You must be signed-on as Administrator to install the Module Manager• Other Windows applications must be closed

StartingWe recommend to close all other Windows applications. Proceed as follows to start the guided installation.

1. Insert the CD-ROM for the CTI server.

2. Double-click runner.exe. The Choose your language dialog opens.

3. Select English. The selected language determines only the language for the component installation it does not determine the language of the components to be installed.

4. A component selection dialog opens. Select components for installation.


Installation

Installing the License serverThe License server permanently controls the assignment of CTI licenses. To ensure safe operation we recommend to install at least two License servers in a network. This means that two License servers are running on two different PCs.

PrerequisiteThe component installation has been started.

What do you have to install?You must install the following components.• License server• License Administrator

Further informationPlease refer to the respective manual for further information on License server and administration tool.

InstallingProceed as described in the respective manual to install License server and administration tool.


Installation

Installing the Module ManagerThe component installation has been started.

Using a Module ManagerYou can use a Communication Manager instead of a Module Manager. The installation of the Communication Manager matches the installation of the Module Manager.

ReleaseUse Module Manager release 4.x or higher.

Please noteIf a Module Manager is already installed it is removed when the Communication Manager is installed.

With an I55 LXYou do not need a Module Manager to connect a CTI server to an I55 LX.

I33 and I55No Module Manager for I33 or I55 must be running on the PC.

To install the Module Manager for an I33 or I55 proceed as follows.

1. The selection dialog for the components is open. Click Module Manager. The installation program of the Module Manager starts.

2. The Select a Setup Language dialog opens. Select a language and click OK.

3. The Communication Manager dialog opens. Click Next.

4. The Destination Folder dialog opens. Use the default. Click Next.5. The Select Program Folder dialog opens. Use the default. Click Next.6. The Select ISDN-Adapter-Type dialog opens. Select a type depending

on the installed ISDN card. Click Next.7. The Select B-Channels dialog opens. Select the B channel assignment.

You can use one, both, or no B channel. You usually use both B channels. Click Next.Note: If you selected 30 B channels in the ISDN-Adapter-Type dialog, the Select Accesstype dialog opens directly.

8. The Select Accesstype dialog opens. Select I33/I55 CSTA (e.g. CTI-Server, ACD, CallCenter). Click Next.


Installation

9. The CSTA configuration for PBX I33xE dialog opens. Enter the following settings or use the defaults.

To adopt an access click Apply.If there are several accesses you switch with <-PBX and PBX ->. Click Delete to delete an access. Click Next.

10. The Trace-System dialog opens. Use the default and click Next. The Module Manager components are installed.

11. The Maintenace finished dialog opens. Click Finish to complete the installation.

Setting ExplanationPBX-ID The ID of the PBX is assigned automatically.Access Nr Enter a call number.Port Use the default socket port. If you enter an

additional access the next socket port is used automatically.

User Enter the respective user name.Password Enter the respective password.Interface to Module Manager applications (e.g. CTI-Server)

Use the default socket port.


Installation

I5No Module Manager for I5 must be running on the PC.

Proceed as follows to install the Module Manager for an I5.

1. The selection dialog for components is open. Click Module Manager. The installation program of the Module Manager starts.

2. The Select a Setup Language dialog opens. Select a language and click OK.

3. The Communication Manager dialog opens. Click Next.

4. The Destination Folder dialog opens. Use the default. Click Next.5. The Select Program Folder dialog opens. Use the default. Click Next.6. The Select ISDN-Adapter-Type dialog opens. Select a type depending

on the installed ISDN card. Click Next.7. The Select B-Channels dialog opens. Select the B channel assignment.

You can use one, both, or no B channel. You usually use both B channels. Click Next.Note: If you selected 30 B channels in the ISDN-Adapter-Type dialog, the Select Accesstype dialog opens directly.

8. The Select Accesstype dialog opens. Select I5 CTI (TLP, CSTA). Click Next.

9. Click Next. The Configuration for PBX I5 dialog opens. Enter the following settings or use the defaults.

10. Click Next. The Trace-System dialog opens. Use the default and click Next.

11. Click Next. The Module Manager is installed which takes about 10 The Maintenace finished dialog opens. Click Finish to complete the installation.

Setting ExplanationAccess to TLP The Module Manager establishes the connection with the

I5 and the application. Enter the TLP access number of your PBX as address. Use the default.

Password TLP Enter the right password.TLP-Port Use the default.


Installation

Checking the startup type and reactions for service failure settingsAfter you restarted your PC the Module Manager must have started automatically. Check the start type. You must also set the reactions for service failure.

1. Click Start -Settings - Control Panel.2. Double-click Services. The Module Manager must be listed.

3. Double-click the Communication Manager service. The properties are displayed.

4. Check if Automatic is set as start type.

5. The following settings must be changed in the Restore register.

First failure: Restart the serviceSecond failure: Restart the service

6. Click Apply to save the changes.


Installation

Installing the CTI serverThe CTI server is the central conneCTIon process.

PrerequisitesA License server must be installed and the necessary licenses must be available if you want to use a CTI server.

Installing the base componentsProceed as follows to install the base components.

1. The Installation ConneCTIon 4.0 wizard is open. Select Base Components and click Install.

2. The setup will install Base Components in version x.x.xx.xxxx on your computer dialog opens. Click Next.

3. The End-User License Agreement dialog opens. Select accept the terms in the License Agreement and click Next.

4. The Ready to Install dialog opens. Click Install. The base components are installed.

5. The Base Components successfully installed dialog opens. Click Finish to complete the installation.

Installing the naming serviceProceed as follows to install the naming service.

1. The Installation ConneCTIon 4.0 wizard is open. Select Naming Service and click Install.

2. The setup will install omniORB in version x.x.xx.xxxx on your computer dialog opens. Click Next.

3. The End-User License Agreement dialog opens. Select accept the terms in the License Agreement and click Next.

4. The Choose Setup Type dialog opens. Click Complete.

5. The Ready to Install dialog opens. Click Install. OmniNames is installed.

6. The omniORB successfully installed dialog opens. Click Finish to complete the installation.

Installing conneCTIonProceed as follows to install conneCTIon.

1. The Installation ConneCTIon 4.0 wizard is open. Select conneCTIon and click Install.

2. The Welcome dialog opens. Click Next.3. The License Agreement dialog opens. Click Yes to accept the license

agreement.


Installation

4. The Destination folder dialog opens. Use the default. Click Next.5. The Setup Type dialog opens. Select CTI Server without connection

to the database. Only if you use conneCTIon with Com4Tel C select CTI Server with connection to the database. Click Next.

6. The CTI server dialog opens. Enter the following settings. You usually use the defaults..Click Forward. The License server dialog opens.

Click Forward.

7. The Database access dialog opens. Enter the following settings and click Forward.

8. The License server dialog opens. Enter the following setting and click Forward.

9. The Start Copying Files dialog opens. Check your settings and click Next.

10. The CTI server is installed. The InstallShield Wizard Complete dialog opens. Click Finish.

Setting ExplanationCTI Computer

Shows the host name of the CTI server. The host name of the PC is entered as default.

Endpoint Shows the endpoint of the RPC protocol. You can select either \pipe\cti or 5005.

Protocol Shows the used protocol. Use the default ncacn_ip_tcp.

Setting ExplanationCorba name service server

Shows the host name of the PC running the naming service. If the naming service is installed on the same PC use the default localhost.

Corba name service port

Shows the port of the naming service. Use the default 2809.

Setting ExplanationLicense server Shows the host name of the License server. If the

License server is installed on the same PC use the default.


Installation

Installing with database connectionApplicationYou can also install and use conneCTIon with database connection. conneCTIon with database connection is currently used with the Com4Tel C application.

IllustrationThe following schematic illustration shows the involved components.

Method of operationThe cticonfig.exe process provides the data matching between database and Windows registry. The configuration data of Com4Tel C is saved in the database. The Web@dmin application is used for configuration.

Data matchingData matching runs a startup when the cticonfig.exe process is started. The startup only starts when a connection with the database and conneCTIon is established. All missing or different data is updated in conneCTIon to match the database data. Additional data present in conneCTIon is added to the database. The startup is now complete. Any change of data records in the database concerning conneCTIon is passed on to conneCTIon immediately by the cticonfig.exe process so that the Windows registry is changed accordingly.

InstallingInstall the CTI server as usual.

1. Select CTI Server with connection to the database as setup type.

2. Install the CTI server as usual.

Database

Windowsregistry

Browser

[email protected]

CTI server


Installation

Installing the ACM PBX driverYou only need the ACM PBX driver for a connection with an ACM.

Proceed as follows to install the ACM PBX driver.

1. The Installation ConneCTIon 4.0 wizard is open. Select ACM PBX Driver and click Install.

2. The Setup will install MultiVantage(R) Customer Interaction Express ACM PBX Driver in version x.x.xx.xxxx on your computer dialog opens. Click Next.

3. Der Dialog Setup Type dialog opens. Select Complete. Click Next.4. The General settings dialog opens (CORBA Naming Service, Trace

System Server). Enter the following settings.

Click Next.5. The General settings dialog opens (Telephony Server List). Enter the

following setting.

Click Next once all Telephony servers are entered.

6. The CSTA Server selection dialog opens. Select a CSTA server. You usually apply the default. Click Next.

7. The Ready to Install the Program dialog opens. Click Install. The ACM PBX driver is installed.

8. The InstallShield Wizard Complete dialog opens. Click Finish to complete the installation.

Setting ExplanationHostname of CORBA Naming Service

Shows the host name of the PC running the naming service. If the naming service is installed on the same PC use the default. Use the default for port (2809).

Hostname of Trace System Server

Shows the host name of the PC running the trace system (TTrace). If the trace system is installed on the same PC use the default. Use the default for port (10300).

Setting ExplanationNew Server Enter the TCP/IP address of the Telephony server (AES

server). Click add to list to add the server. The TCP/IP address is displayed under Telephony Server List.


Installation

Installing the JTAPI serverYou only install the JTAPI server if necessary. You only have to install the JTAPI server if applications are using the JTAPI interface.

AuthorizationThe component JTAPI server is only authorized for certain projects.


InstallationProceed as follows to install the JTAPI server.

1. The selection dialog for the components is open. Click JTAPI Server. The installation program of the JTAPI server starts. The JTAPI Server Configuration dialog opens. Enter the following settings or use the defaults.

2. Click Next. The CSTA-Port dialog for the connection with the CTI server opens. Enter the CSTA port number.

Setting ExplanationCORBA Name Server: Port number

JTAPI needs its own name server. You can use no other name server for the JTAPI. Enter a free port number for the name server. You cannot change the name of the JTAPI name server.

CTI-Server: Hostname or IP-Address

Enter the host name or the IP address of the CTI server.

CTI-Server: Port-Number Enter the port number used by the CTI server. UDP Socket: IP-AddressUDP Socket: Port-Number

If you are only using this JTAPI server in the network you must not change this setting. If you are also using other JTAPI servers in the network enter a free port number.

Stream Socket: Port number

Specifies the port number for sending events to JTAPI clients. If UDP sockets are not enabled in the network for event notification, notification can be done via stream sockets.

PABX Selection:List of PABXs

If the JTAPI server serves all connected PBXs, use the default "All". Please note that the JTAPI server needs a UDP port number and a socket port number for each PBX. Consecutive UDP and socket port numbers are used. Example: First PBX uses UDP port number 5020, second PBX uses UDP port number 5021 etc.

External line codes Enter the list of external line codes separated by commas. If the JTAPI server serves several PBXs enter the codes one after the other. Example: 0,0,0


Installation

3. Click Next. The Destination folder dialog opens. All components of the JTAPI server are copied to this folder. Use the default.

4. Click Next. The JTAPI server is installed which takes about 20 seconds. The Complete setup dialog opens.

5. Click Finish. You can now install other components.


Installation

Installing the TSAPIYou can use the Trace application to monitor CSTA messages at the TSAPI interface of the client. You have to install this client component separately.


InstallationProceed as follows to install the Trace application.

1. The selection dialog for the components is open. Click TSAPI Client. The Trace application is an additional component and can be selected in the corresponding dialog. The Select the components you want to install additionally dialog opens. Use the defaults.

2. Click Next. The Client Parameter dialog opens. Enter the following settings or use the defaults.

3. Click Next. The Select destination dialog opens. All client components are copied to this folder. Use the default.

4. Click Next. The Trace application is installed which takes about 20 seconds. The Complete setup dialog opens.

5. Click Finish. You can now install other components.

Setting ExplanationCTI Computer Enter the host name or the TCP/IP number of the CTI PC.ProtocolEndpoint

Use the RPC protocol ncacn_ip_tcp with the RPC endpoint 5005 (set at the CTI server).

max. value for the Private Data

Enter the maximum value for Private Data. 64000 is recommended for ICC. Enter 0 if you do not want to use Private Data.


Installation

C.

e

u

Installing the TSPI for TAPI 2.xTo be able to use the TAPI you have to install the TAPI driver on the client.


InstallationProceed as follows to install the TSPI (TAPI driver).

1. The selection dialog for the components is open. Click TAPI Client. The installation program of the TAPI starts.

2. Click Next. The License Agreement dialog opens.

3. Click Yes to accept the license agreement. The Choose Destination Location dialog opens. The client components are copied to the selected folder. Use the default.

4. Click Next. The PABX dialog opens.

5. You can select I33/I55 or I3/I5. Select the corresponding option.

6. Click Next. The CTI-Server dialog opens. Enter the following settings.

7. Click Next. The User Specific data dialog opens. Enter the following settings.

8. Click Next. The Other dialog opens. Enter the following settings.

9. lick Next. The Start copying files dialog opens. The entered settings are listed.

10. Click Next to start the installation. The TAPTI is installed which takes about 10 seconds. The Complete setup dialog opens.

11. Click Finish. You complete the installation and have to restart the PC. You can now install other components.

Setting ExplanationCTI Server Enter the host name or the TCP/IP number of the CTI PPort Enter the endpoint provided by the CTI server for this

interface. The default endpoint is 5005. You can changethe endpoint with the command prompt parameter in thregistry. You usually use the default endpoint.

Setting ExplanationLinkname Enter a name. You usually use the same PBX name yo

configured with the CTI Administrator application.User Enter the user name configured at the CTI server.Password Enter the user’s password.

Setting ExplanationFee Shows the cost per charged unit. The charge factor in

Germany would be 0,06 EURO per unit.AKZ Enter the external line code.


Installation

Before you start configuringBefore you start configuring the telephony driver it is recommended that you configure PBXs, users, and devices first with the CTI Administrator application.

CheckingYou can view and if necessary change the settings for the TSPI telephony driver for TAPI 2.x. Proceed as follows to check or change the settings.

1. In the Control Panel, double-click Phone and Modem Options. The Phone and Modem Options dialog opens.

2. Click the Advanced tab.

3. Double-click the telephony provider Tenovis Service Provider 2.x (4.0.003). The Configuration dialog opens. You can view and if necessary change the settings.

4. To configure a PBX link click Change. The Device Configuration dialog opens.

5. Click OK.

6. Click OK.

7. Click Close. The driver is configured. If CTI server and PBX are running you can now use telephony with an appropriate application.

8. Restart the telephony service in the Control Panel if you changed any settings.


Installation

Update device listTo get the configured devices automatically from the server you can use the Update device list function.

PrerequisiteTo be able to use the Update device list function the following connection parameters with the CTI server must be entered accordingly.• Network address• Endpoint• Network protocol

If one setting is incorrect a connection with the CTI server is not established and a corresponding error message is displayed.

How to proceed1. In the Control Panel, double-click Phone and Modem Options. The

Phone and Modem Options dialog opens.

2. Click the Advanced tab.

3. Double-click the telephony provider Tenovis Service Provider 2.x (4.0.003). The Configuration dialog opens. You can view and if necessary change the settings.

4. The CTI server connection parameters must be entered.

5. Press down the Shift key and click Edit. The Device Configuration dialog opens.

6. The option Update device list automatically must be disabled .

7. Click Get Device. The list of devices is automatically updated with the configured devices of the CTI server.

8. Now select the option Update device list automatically .

9. Click OK.

10. Click OK.

11. Click Close.

TroubleshootingIf problems occur we recommend to stop the Remote Access Connection Manager service.


Installation

Installing the JTAPI clientThe component JTAPI client is only authorized for certain projects. Adjustments are still being made.


InstallationProceed as follows to install the JTAPI client.

1. The selection dialog for the components is open. Click JTAPI client. The installation program of the JTAPI starts. The Welcome dialog opens.

2. Click Next. The Select destination dialog opens. The JTAPI client components are copied to the specified folder. Use the default.

3. Click Next. The Select components dialog opens. Use the default. You have to install the component JTAPI archive file if you want to use the JTAPI. Examples and Documentation are optional.

4. Click Next. JTAPI is installed which takes about 15 seconds. The Setup complete dialog opens.

5. Click Finish. You can install other components.

Using JTAPIYou have to install the JRE Runtime Environment if you want to use the JTAPI. For further information please refer to the respective JAVA documentation.

UnixTo install the JTAPI library under UNIX proceed as follows.

1. Open the installation folder JtapiClient on the CTI-CD.

2. Enter the following command: java -cp setup


Installation

Updating an earlier releaseYou can update an earlier conneCTIon release. You do not lose configured data.

Updating a 3.0 releaseYou do not have to take any special measures to update a 3.0 release.

Prerequisites (2.5x)The following prerequisites must be met if you want to update a conneCTIon release 2.5x.• A conneCTIon release 2.5x must be installed• The Tenovis CTI server service must be running

Updating a release (2.5x)Devices, users, and groups are kept when you update the release. You do not have to uninstall the release.

1. Install the components as described. You have to enter the settings for the Module Manager anew since they are not applied automatically.

2. You have to agree to the deinstallation of a previous CTI server release when installing the CTI server. Confirm the prompt, then confirm the deinstallation. Only then is the new release installed.


Installation

UninstallingYou can uninstall the installed conneCTIon components anytime.

PrerequisitesYou can uninstall components only if the following services are not started.• Tenovis CTI server• Tenovis JTAPI server• Tenovis License server

UninstallingWindows can automatically delete the components of the CTI server.

1. Double-click Add/Remove Programs in the Control Panel. The Add/Remove Programs Properties dialog opens.

2. Select the respective component.

3. Click Change/Remove. You are asked if you want to uninstall the program.

4. Click Yes. The component is deleted.


Service

Service

OverviewThis chapter explains how you can make adjustments later.

ReferencesThis chapter deals with the following topics.• “Services” on page 110• “Checking the connection with the PBX” on page 111• “CTI server options” on page 112• “JTAPI server options” on page 117• “Registry” on page 119• “Connection with JTAPI library” on page 121• “Accessing the classes of the JTAPI library” on page 123• “Exemplary JTAPI application” on page 124• “Remote access” on page 126• “Tips and Tricks” on page 127


Service

ServicesThe following services must be running if you want to use the CTI server.• Avaya CTI server• Avaya omniORB Naming Service• License server• Module Manager

If you use conneCTIon with an ACM PBX the following service must run in addition.• Avaya ACM PBX driver

If you use the JTAPI interface the following service must run as well.• JTAPI server

CheckThe startup parameters for these services are usually set to Automatic. Check status and startup parameter. You can start or stop the services manually anytime.

Starting or stoppingProceed as follows to stop a service.

1. Double-click Management in the Control Panel. 2. Double-click Services. A list shows all installed services.

3. Click a service with the right mouse button. A context menu opens.

4. Click Start, Cancel, Stop, Resume or Restart.


Service

Checking the connection with the PBXPlease note that the CTI server must not be started if you want to check the connection.

CheckingYou can check whether a connection with the PBX is established.

1. Open a command prompt.

2. Enter the following command:telnet computer name 5679Use either the host name or the TCP/IP address. 5679 is the port used by the kernel.

3. A connection must be established.

No connection with the PBXThe following error messages might be displayed if there is no connection.• Unable to connect to host• Connect failed

ReasonsIf there is no connection with the PBX check the connection (cabling) and settings. Check whether the digital subscriber is using the DKZN1 protocol.


Service

CTI server optionsYou can set different options for the CTI server later. You can only set these options in the Windows 2003 registry.

PrerequisiteYou need a Registry editor, e.g. Regedit.

Please know that you need extensive knowledge about the Windows 2003 registry. You should only change the registry if you are an experienced user.

Entry for the CTI serverYou find the entry for the CTI server service in the following folder.

HKEY_LOCAL_MACHINE\SOFTWARE\Avaya\CTI-Server\RPC-Interface

You usually find the value for the application:C:\Programs\Avaya\CTI\eai40.exe

OptionsYou can set the following options with the following commands and parameters.

Command and Parameter

Default Meaning

-p Protocol_sequence ncacn_ip_tcp RPC protocol-e Endpoint 5005 RPC endpoint-m Maxcalls Number of

licensed CTI users plus 50 or at least 100

Maximum number of RPC clients (TSAPI)

Each client uses one RPC to retrieve messages. Further calls need to be calculated for additional function calls. MaxCalls must thus always be greater than the maximum number of possible clients.

-n Mincalls 1 Maximum number of CallThreads

-o Timeout 30 Timeout for due CSTA requests sent to the PBX. If there is no response within the specified time, the application answers the request negatively. The setting is in seconds.

-CSTATRACE - Sets CSTA Trace to True upon startup. The output is at the console.


Service

> For experts only < -CSTADELAY 750 Maximum timeout in milliseconds for CSTA messages.

-l Trace Socket Port 5557 Socket port for trace socket.-i pack_protocol CSTA180 Default CSTA protocol via

socket connection.

• CSTA218 for CSTA Phase II

• CSTA180 for CSTA Phase I

-answerDelay delay time 150 Delay time in milliseconds between makecall and answercall.

-log trace socket port 5710 Trace socket port for CTI Admin.

> For experts only < -b - Connects conneCTIon with the I55 Task server. Only used for customer projects (CIE).

> For experts only < -nHOTStandbyMain - Determines the main standby server

> For experts only < -sHOTStandby - Host name for socket communication

> For experts only < -eHOTStandby - Endpoint for Remote server> For experts only < -sHOTStandbyPort 3000 Port for local socket for listening

-alivecheck alivechecktime

or

-clc alivechecktime

- Shows the time in seconds system status messages are sent to the PBX to check the connection. The time must not be less than 10 seconds. A defective link is recognized after 20 seconds if -alivecheck is set to 10.

-tHOTStandby 5 Alivecheck in seconds-ttracehost TTrace-Hostname

localhost Enter the host name of the TTrace server.

-ttraceport Port 10300 Enter the port of the TTrace server if you are not using the default port of the server.

-ttrace true False: Switches off the connection with the TTrace server. The output is in a command prompt. This works only if Allow service to interact with desktop is enabled in the properties of the service under Log In.


Default Meaning


Service

-CORBANAME PCname/cti CORBA registration name of the CSTA-PBX driver interface on Name server. Is necessary if a Task server want to connect to a CTI server.

-nsh hostname CORBA nameserver host

localhost Host name of the PC running the CORBA Name server.

-nsp portnumber 2809 Port of the CORBA Name server

> For experts only < -keepCTIMonitors false True or false

Monitors are no longer stopped for true.

> For experts only < -pp process priority AboveNormal Process priority-useMandants - Needed for hosted I55 PBX.

> For experts only < -mt - Monitor check time in seconds. Change monitor messages are sent to check whether a monitor is still. The value must be very big (e.g. 600). This value must always be set if -keepCTIMonitors=true is set. This parameter forestalls that monitors on devices remain even if they are deleted at the PBX. (Only possible in pure I55 network. No other PBXs like ACM allowed.)

-ACSETimeout 60000 Time in milliseconds it is waited for the ACSE answer of the PBX. After this time the connection attempt is cancelled and started anew.

-CATEGORY category_name

- Activates the TTrace category upon startup. The parameter can be repeated for additional categories.

Example:

-CATEGORY Report_RPCFunction

-BindToCPU - conneCTIon and its threads run on one CPU only. Logical for multi-processor systems or systems with hyperthreading.

-NoRPCSecurity - Must be set with older operating systems to allow RPC communication. The setup sets the parameter according to the operating system used.


Default Meaning


Service

Options for Device ID MappingYou can set the following options for Device ID Mapping with the following commands and parameters. There are no defaults.


Meaning

-d Map_BChannel_2 Activates B channel mapping so that the B channel is mapped in the call number like a ”pseudo device”.

E.g. basic call number:a0000 with B channel 12 is mapped to: a0011a0000 with B channel 1 remains a0000

-d Map_BChannel_0 Activates B channel mapping so that the B channel starting with ”0” is attached to the call number.

E.g. Basic call number: a0000 with B channel 12 is mapped to: a000011a0000 with B channel 0 is mapped to a00000

-d Map_BChannel_1 Activates B channel mapping so that the B channel starting with ”1” is attached to the call number.

E.g. Basic call number: a0000 with B channel 12 is mapped to: a000012

Map_BChannel_0 and Map_BChannel_1 can be combined with a “separator”.

-d Map_BChannel_0 -x #

Activates B channel mapping so that the B channel starting with ”0” is attached to the call number and uses a character defined with -x for the separation.

E.g. Basic call number: a0000 with B channel 12 is mapped to: a0000#11a0000 with B channel 0 is mapped to: a0000#0

-d Map_BChannel_1 -x :

Activates B channel mapping so that the B channel starting with ”1” is attached to the call number and uses a character defined with -x for the separation.

E.g. Basic call number: a0000 with B channel 12 is mapped to: a0000:12

-x char Separator for device string mapping.


Service

ProcedureYou can proceed as follows to change the options.

1. Start the Registry editor, e.g. Regedit.

2. Go to folderHKEY_LOCAL_MACHINE\SOFTWARE\Avaya\CTI server\RPC-Interface.

3. Double-click the cmd string.

4. Change the value data respectively.

5. Click OK to verify your settings.

6. Close the CTI server and restart it. The CTI server is started with the new options.

ExampleThe following example shows possible value data.

C:\Programs\Avaya\CTI server\eai40.exe -s obelix:5679

In this example a CSTA socket connection via port 5679 is established with the PC named obelix.


Service

JTAPI server optionsYou can set different options for the JTAPI server later. You can only set these options in the Windows registry.


Please know that you need extensive knowledge about the Windows registry. You should only change the registry if you are an experienced user.

Registry: SoftwareYou find the software entries for the JTAPI server in the following folders.

[HKEY_LOCAL_MACHINE\SOFTWARE\Avaya\JTAPI Server]

[HKEY_LOCAL_MACHINE\SOFTWARE\Avaya\JTAPI Server\1.0]

Registry: UninstallYou find the software entries for the deinstallation of the JTAPI server in the following folders.

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Avaya\JTAPI Server]

Registry: SystemYou find the system entries for the JTAPI server in the following folders.

[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\JTAPIService]

Name ValueUninstallString C:\WINNT\IsUn0407.exe -

fD:\Programs\Avaya\JTAPIServer\Uninst.isu

DisplayName Avaya JTAPI Server 3.0.000

Name ValueDisplayName Avaya JTAPI-ServerErrorControl 0x00000001ExecutionPath C:\Programme\Avaya\JTAPIServer\JTAPIServer.exeImagePath C:\Programme\Avaya\JTAPIServer\JTAPIService.exeObjectName LocalSystem


Service

OptionsYou can set the following options with the following commands and parameters.

Log fileYou find the JTAPI.log file in the folder "systemdrive\TEMP\JTAPIServer".

Parameters -s All -e ASTERIX:5005 -n ASTERIX:1900 -d 239.255.255.255:5000 –v 5040 -r 0 -cl -fl –cp 2555

Start 0x00000003Type 0x00000110

Commandand Parameter

Default Must be

Meaning

-s PABX-Name All no List of PBXs. -e hostname:port - yes Host name and port of the CTI server.-s hostname:port - yes Host name and port of the CORBA

name server. The host name must be localhost.

-d udpSocket:port - yes UDP communication-r Kennziffer 0 no Discriminating code, several codes

separated with commas-cl Auflösung 2 no Resolution of the messages for

screen output. 0 (none) to 5 (all)-fl Auflösung 4 no Resolution of the messages for

logfile. 0 (none) to 5 (all)-v Socketport 5040 yes Socket port-cp CSTA-Port 2555 yes CSTA port of the CTI server

Name Value


Service

RegistryAll necessary entries in the Windows registry are made during the installation. You do not have to edit the registry after a standard installation.

Only experienced Windows users should change the registry.


Entry for the CTI serverYou find the entry for the CTI server service in the following folder.

HKEY_LOCAL_MACHINE\SOFTWARE\Avaya\CTI server\RPC-Interface

The following value must be entered for Application:C:\Programs\Avaya\CTI\eai40.exe

Module Manager (Communication Manager) entriesYou find the following three entries in the registry for the call number of the PBX.

HKEY_LOCAL_MACHINE\SOFTWARE\Avaya\CommunicationManager\OsiServices\ TransportI33xE \Addresses\X.224 Entity:CSTAEntry: Networkand

HKEY_LOCAL_MACHINE\SOFTWARE\Avaya\CommunicationManager\OsiServices\ TransportI33xE \LocalAndRemoteAddresses\X.224Entity:CSTA Entry: RemoteCalledand

HKEY_LOCAL_MACHIN\SOFTWARE\Avaya\CommunicationManager\OsiServices\Transport\Addresses\StandardServerSocket 5679:mmi33xe Entry: Transport

Value: mmi33xe: Nummer 0052

If you are an experienced user you can change the entries for the call number but make sure to change all entries.


Service

PBX entriesFrom conneCTIon 3.1 on, the entries user name and password are written to the Windows registry for each PBX. This is necessary to establish a connection with an I55 LX or ACM. You find the entries under

HKEY_LOCAL_MACHINE\SOFTWARE\Avaya\CTI-Server\PABXConfig\PABX1


Service

Connection with JTAPI libraryThese instructions are intended for developers wanting to develop a JAVA application. The JAVA application uses the JTAPI library.

ClassA class, we will call it MyMainClass, must be implemented for an external JAVA application. This class must contain a main(...) function (comparable with C and C++). The JAVA runtime environment starts the execution of the JAVA program with this class. You start the external application in the JAVA runtime environment with the command prompt JAVA MyMainClass.

ParameterAn external application wanting to use the function of the Avaya JTAPI library, has to set the command line parameter -cp, preceding the class path and evaluated by the JAVA runtime environment, on the archive file of the Avaya JTAPI library or extend it with it. The absolute path does not have to be entered. The relative path to the start directory of the external application can also be used.

InterfaceThe Avaya JTAPI library was realized as client/ server interface. The client connects to the server via a Corba call. To connect to the respective Corba name service, the client part of the JTAPI library checks the runtime variables ORBInitialHost and ORBInitialPortfragt upon the getProvider(...) call. The logical computer name of the PC running the server part of the JTAPI library (server part of the JTAPI library and Corba name service always run on the same PC) must be assigned to the runtime variable ORBInitialHost. The port number assigned during the installation of the JTAPI server as port number for the Corba name service must be assigned to the runtime variable ORBInitialPort.

The runtime variables can either be made known to the runtime environment in the command prompt with the command line parameter -DORBInitialHost=. . . -DORBInitialPort=. . . or set in the program code of the external application with the system call setParameter(...).

SpyDesktopManagerThe Avaya JTAPI library offers the possibility to monitor the interface between external application and JTAPI library with the SpyDesktopManager, or to initiate all implemented JTAPI functions of the Avaya JTAPI library (with the exception of the methods to set observers).

The SpyDesktopManager is enabled and started automatically if at the time of the method call getPeer(...) of the external application, the runtime variable UseSpy is set to true. You cannot activate the SpyDesktopManager later. The default is that the SpyDesktopManager is not started.


Service

This runtime variable can either be made known to the runtime environment in the command line with the command line parameter -DUseSpy=true or set in the program code of the external application with the system call setParameter(...) .Exemplary call:

JAVA -cp C:\Programs\Avaya\JTAPILib\JtapiLib.yesr;. . . -DORBInitalHost=JtapiServ -DORBInitialPort=1900 -DUseSpy= true MyMainClass


Service

Accessing the classes of the JTAPI libraryThis chapter describes how an external JAVA application accesses the Avaya JTAPI library in the source code.

The following course of how an external application accesses the classes of a JTAPI library is anticipated in the specification of the JTAPI interface.

AccessThe only implemented class of the JTAPI interface is JtapiPeerFactory. With its interface, this class offers only the method getJtapiPeer(...) that can be called by an external application. This class administers a kind of name range, i.e. the application determines with the transfer parameter (a string) which JTAPI implementation it wants to use if several JTAPI implementations of different providers are available on one PC. A zero-string can be set since the respective peer object for accessing the Avaya JTAPI implementation is returned by the external application.

By calling getServices() for the returned JtapiPeer object, a list of services is returned supporting the JTAPI implementation. What the respective JTAPI implementation considers as service and how it has to be interpreted by the JTAPI implementation, is not specifically determined in the JTAPI specification.

The Avaya JTAPI implementation needs the service names returned upon the getServices() call for requesting the provider object.

Provider objectThe provider object is the actual access of the external application to the call network of the JTAPI implementation. The application is given such a provider object via the method call getProvider(...) at the JtapiPeer object.

A login name, a login password, and a service string are expected as transfer parameters.

Login name and login password must correspond with a user entry of the user administration of the CTI server. The authorizations of the logged-in user are transferred to the client respectively.

You must enter the service name JTAPICallControlfindbyUsername as service string. This is the string returned upon the getServices() call under the index 0 of the string array.


Service

Exemplary JTAPI applicationIf you installed the example files during the installation, a folder example was created in the installation folder. You find JAVA source files in the example folder and the respective class files of the exemplary applications Incall and Outcall. You will further find the respective batch files and shell scripts to start these simple applications via the command line under Windows or UNIX.

Example: OutcallThe exemplary application Outcall initiates a call between two subscribers. You have to enter the call numbers of the two subscribers in the command line.

Under Windows, you can start this exemplary application via the batch file RunOutcall.bat with the command line. Since the batch file uses relative path entries you have to start the batch file in the example folder.

Under UNIX, you can start this application in the shell script RunOutcall.sh via the command line. Since the shell script uses relative path entries you have to start it in the example folder.

The following transfer parameters are expected when batch file or shell script are called:• Call number of the first subscriber• Call numbers of the second subscriber• Login name• Login password• PC name of the computer running the JTAPI server• Port number of the name services

CallRunOutcall <CallingAddress> <CalledAddress> <LoginName> <LoginPassword> <ServerName> <PortNumber>


Service

Example: IncallThe exemplary application Incall sets an observer for the terminal entered in the command line and initiates an answer call by this terminal as soon as the terminal is ringing.

Under Windows, you can start this exemplary application directly via the batch file RunIncall.bat with the command line. Since the batch file uses relative path entries you have to start the batch file in the example folder.

Under UNIX, you can start this application in the shell script RunIncall.sh via the command line. Since the shell script uses relative path entries you have to start it in the example folder.

The following transfer parameters are expected when batch file or shell script are called:• Call number of the subscriber to be observed• Login name• Login password• PC name of the computer running the JTAPI server• Port number of the name services

Call:RunOutcall <ObservedAddress> <LoginName> <LoginPassword> <ServerName> <PortNumber>


Service

Remote accessFor an improved customer satisfaction we recommend a service contract with online access. With an online access the reaction time for trouble shooting is optimized.

A remote access for conneCTIon can be provided via pcAnywhere.

This remote access refers to the server part of conneCTIon only, not to client components.

The following measures can be taken.• Log files (TTrace) can be evaluated• The conneCTIon configuration can be checked and if necessary

corrected• The conneCTIon service can be started and stopped

Installations and deinstallations may only be run under exceptional circumstances and in agreement with the respective colleagues and customer. Such an exceptional case is e.g., if conneCTIon does not work after the above listed measures were taken.

Customers with maintenance contractFor safety reasons, an application server integrated in the customer LAN of customers with a maintenance contract (xx2), may only be accessed for service reasons via a router (Cisco 801, Bintec X1000, or other manufacturers). Access via an ISDN card is not permitted.

Customers without maintenance contractFor customers without maintenance contract or with service class xx0, a special infrastructure for remote access is not necessary.


Service

Tips and TricksThis topic provides tips and tricks.

Startup parameters of the cticonfig processThe cticonfig process provides for data matching between database and conneCTIon registry.

You can use the following startup parameters for the cticonfig process.Parameter Default Description-P - The set parameters are issued after startup. -du ccuser Shows the database user name. -dp - Shows the password for the database.

Please note that the password is written in the startup parameter in cleartext. It is not hidden (*****).

-dc - Shows the name of the database. -tt localhost Shows the host name of the TTrace server. -e 5005 Shows the RPC port of conneCTIon. -n localhost Shows the host name of the CTI server. -cpt 0 Shows the time in seconds after that the

conneCTIon configuration is read and matched (poll).

-nsh - Shows the host name of the OmniOrb name server.

-nsp - Shows the socket port of the OmniOrb name server.


Service


CTI Administrator

CTI Administrator

OverviewThis chapter describes the functions of the CTI Administrator application and how to use this application.

ReferencesThis chapter deals with the following topics• “Application” on page 130• “User administration” on page 135• “CTI server output” on page 152• “Settings” on page 153• “Supporting multiple PBXs (uniform numbering plan)” on page 155• “Supporting multiple PBXs (open call numbering plan)” on page 157• “From release 2.5x on, conneCTIon also supports PBXs of other

manufacturers.” on page 159• “Configuring a PBX for long call numbers” on page 163• “Connection with I55 LX” on page 170

New in conneCTIon 4.0The following topics are new in conneCTIon 3.1.• “Connection with ACM” on page 172

Note for database connectionIf you use conneCTIon with a database connection (e.g. with Com4Tel C) you configure conneCTIon with the Web@dmin application.

For further information please refer to the corresponding manual or Online help of the Web@dmin application.


CTI Administrator

ApplicationWith the CTI Administrator application you can configure a CTI server (without database connection) and execute other functions.

The CTI Administrator offers the following functions.• Configuration• Administration• Trace CSTA• Checking RPC and TSAPI interfaces• Displaying status messages

PrerequisitesThe PC with the CTI Administrator application must be connected to the CTI server within the network.

NameThe executable file is ctiadmin.exe and can be found in the CTI folder if you used the default for the installation.

IconThe following icon is used for the CTI Administrator application. You find this icon in the Windows Explorer and in the title bar of the application.


CTI Administrator

IllustrationThe following illustration shows the main dialog of the CTI Administrator.

Tool barYou find the following icons in the tool bar.

Icon ExplanationEstablishes the connection with the CTI server.

Stops the connection with the CTI server.

Switches CSTA messages on or off.

Open the settings of the CTI server. You can configure these settings.Opens the administration. You can edit providers, devices, groups, users, PBXs, and external line codes. Gets CSTA message from the server

Shows the release number of the CTI Administrator application.


CTI Administrator

File menuThe following table shows the command and function of the File menu.

Action menuThe following table shows the commands and functions of the Action menu.

Command FunctionQuit Closes the CTI Administrator.

Command FunctionStart Starts a connection with the CTI server. Note the

respective configuration.

PrerequisiteYou need your user name, password, and a CTI user license to use this function.

MakeCall() Initiates a call. One device (calling) calls another device (called). You have to enter the call number.

PrerequisiteIf you want to use this function the option Traffic user must not be selected for you and you need the authorization to execute a service for the subscriber.

MonitorStart() Starts a monitor. You can monitor a device. You have to enter the call number of the device. A connection with the CTI server must have been established before. You need a Monitor license.

PrerequisiteIf you want to use this function you need the authorization to start a monitor for the subscriber.

MonitorStop() Stops monitoring a device.GetEventPoll() Creates a GetEventPoll. If there is an event it is returned.

This works only with a RPC connection. Stop Stops the connection with the CTI server.Settings Shows CTI and RPC settings.


CTI Administrator

ServerTrace CSTA Activates the output if you want to trace CSTA messages. You can have the output shown onscreen or saved to a file. This file can be evaluated with the CSTA Spy application. For further information please refer to the respective manual.

PrerequisiteIf you want to use this function, use CSTA32.DLL must not be selected in the configuration.

Server Configuration

Shows the user settings.

PrerequisiteYou need the user name and password of a user with a selected Administrator option.

Command Function


CTI Administrator

Help menuThe following table shows the command and function of the Help menu.

Status messagesStatus messages are displayed. These messages are in German.

CTI server outputThe CTI server outputs are listed. You can select a category.

For further information please refer to the respective topic.

Command FunctionAbout CTI Administrator

Shows the release number and the copyright.


CTI Administrator

User administrationYou find the Server configuration command in the Action menu.

You can administer the following CTI objects.

The properties of a selected object are displayed.

PrerequisiteYou need the user name and password of a user with a selected Administrator option if you want to edit the data of the user administration.

Note: Order!Keep to the following sequence if you are using the User administration for the first time.

1. Enter the PBX first.

2. Enter the devices.

3. Enter groups. You must assign at least one device to a group.

4. Enter users. Select a configured device. Select the Administrator option for at least one user.

Note: DeletingNote that you can only delete a device if it is not part of a group.

Symbol CTI object Reference

CSTA ports Page 136

Provider Page 137

PBX Page 138

Default-Client Page 140

Device Page 140

User Page 142

Group Page 144

PABX provider link Page 145

Selection code digit Page 146

CSTA socket port Page 147

Connection Page 148


CTI Administrator

Multi CSTA portsYou can use a multi CSTA port from conneCTIon 3.1 on. With this function a CSTA application (like CSTA Spy) can connect transparently with all configured PBXs. Only long call numbers are used. This is valid for services and events. All devices (deviceId) are delivered as long call numbers. You can set filters for the access as usual.

You enter the following settings for a multi CSTA port.

The following symbol marks a multi CSTA port.

Proceed as follows to create a new multi CSTA port.

1. Select CSTA ports under CTI objects and click PBX .

2. The CSTA Socket Port dialog opens. Enter the settings and click New.

Setting ExplanationName Shows the name of the multi CSTA port.CSTA Default Protocol

Shows the default CSTA protocol. You can select CSTA180, CSTA218 or CSTA285.

Socket Port Shows the socket port of the multi CSTA port.max. number connections

Shows the maximum number of connections.


CTI Administrator

ProviderYou find the country settings under Provider. You need the following settings for a provider.

The following symbol marks a provider.

Proceed as follows to create a new provider.

1. Under CTI objects select Provider and click Provider.2. The Edit Country-Settings dialog opens. Enter the settings and click

New.

Setting ExplanationCountry Shows the country. This setting is optional. Name Shows the network provider.

In Germany e.g. DTAG. Country Code Shows the country code for the respective

country.Example: 49 for Germany.

International Code Shows the international code. Example: 00

Far distance Code Shows the national code. Example: 0

Dial far distance code even for local area calls? [] Yes

You can determine if the area code is to be used or not . In some countries (e.g. Spain) you must dial the area code. Per default the area code is used .


CTI Administrator

PBXA CTI server supports several PBXs. Different types of PBXs may be used. The number of PBXs is not limited.

You need the following settings for a PBX. The settings must match the settings used by the PBX. Your changes are saved in the registry

.

The following symbol marks a PBX.

Proceed as follows to create a new PBX.

1. Under CTI objects select Provider and click PBX.2. The PABX dialog opens. Enter the settings and click New.You can select the following CSTA protocols.

Setting ExplanationPABX Name Shows the name of the PBX. You can enter a maximum of

256 alphanumeric characters.PABX CSTA Trace Ports

-

CSTA Trace Port Shows the port number for CSTA trace.CSTA login -. CSTA Protocol Shows a CSTA protocol. Taskserver The item Task server is only displayed if the PBX is

connected to a Task server. Such a PBX cannot be created with the CTI Administrator. The PBX is created automatically when the CTI server connects with the Task server.

local link The item local link is only displayed if the PBX is connected to a Task server. Such a PBX cannot be created with the CTI Administrator. The PBX is created automatically when the CTI server connects with the Task server

If local links are used instead of the CSTA connection via CORBA, you have to select local link.

CSTA protocol ApplicationAlcatel 4400 CSTA218 see “Alcatel 4400” on page 162.CORBA Taskserver CSTA API see “Connection with ACM” on page 172Ericsson MD11 (CSTA180) This CSTA protocol can be used in a project.Octel CSTA180 see “Octopus E300” on page 160.Philips Sopho (CSTA180) This CSTA protocol can be used in a project.Siemens Hicom 150 This CSTA protocol can be used in a project.Siemens Hicom CallBridge see “Siemens Hicom CallBridge (Hicom

300E)” on page 159.Siemens Hipath 3000 This CSTA protocol can be used in a project.Siemens HIPATH 4000 CAP (CSTAIII)

see “Siemens Hipath 4000” on page 160.


CTI Administrator

Further settings for CORBA Task server CSTA APIYou need to use the following settings if you use CORBA Task server CSTA API for the CSTA protocol.

Further settings for Siemens HIPATH 4000 CAP 3.0 ACSEYou need to use the following settings if you use Siemens HIPATH 4000 CAP 3.0 ACSE for the CSTA protocol.

Further settings for Tenovis SSL CSTA218Appl und Tenovis SSL I33/I55 ACDYou need to use the following settings if you useTenovis SSL CSTA218Appl or Tenovis SSL I33/I55 ACD for the CSTA protocol. You usually apply the defaults.

If you click Advanced you can enter the internal call number of the PBX.

Avaya CSTA180Appl You use this protocol for the login of the CTI server with CSTA Phase I according to ECMA-Standard 180 on a Avaya PBX.

Avaya CSTA218Appl You use this protocol for the login of an I33/I55 PBX with software release E04.1 or higher and for an I3 or I5.

Avaya I33/I55 ACD This CSTA protocol can be used in a project.Avaya CSTA218P1Appl You use this protocol if the CTI server logs in

on a PBX with software below E04.0. Avaya SSL I33/I55 ACD This CSTA protocol can be used in a project.

Setting ApplicationPABX access name Shows the name of the PBX access. PABX access password Shows the corresponding password. CORBA registry name pbxdriver_hostname_0

Setting ApplicationPABX access name Shows the name of the PBX access. PABX access password Shows the corresponding password.

Setting ApplicationPABX access name Shows the name of the PBX access. PABX access password Shows the corresponding password.

CSTA protocol Application

Advanced


CTI Administrator

Default-ClientA Default-Client is created automatically under a PBX as soon as this is created. Below the Default-Client you find devices, users, groups, PBX provider links, selection code digits and CSTA ports.

You do not need to make any settings for the Default-Client.

The following symbol marks a Default-Client .

DeviceA device represents a terminal with its respective call number.

You need the following settings for a device.

Setting ApplicationInternal PBX number Shows a node ID. virtual PBX number Shows whether the entered PBX number is

just a virtual conneCTIon number or whether it is a real node ID at the PBX.

DeviceId with type (national, international) (13586) -> 071113586

Due to the new call number format of the I55, PBX call numbers can be sent in this format.

However, this setting must not be made at the I55 since this may cause problems. Not all information can be transported accordingly in the PBX network.

It has been observed though, that the I55 sends such call numbers even if the new format is disabled.

This circumstance is taken into account with this option and the call number is mapped to the corresponding long call number.

DeviceId with AKZ (0071113586) -> 071113586

This option is only needed for other PBXs (not Tenovis) if these PBXs send the external line code with events.Example: Alcatel

Setting Explanationfirst device Specifies the device. Enter the first call number of

the block for a call number block. last device Enter the last call number of the block for a call

number blockin.Longnumber prefix Select a long number. The long number consists of

area code and external line code. Type Shows the device type. You can select one of the

typesphonefaxacdmodem


CTI Administrator

The following symbol marks a device.

Proceed as follows to create a new device.

1. Under CTI objects select Devices and click Device.2. The Add device dialog opens. Enter the settings and click OK.


CTI Administrator

UserUser refers to users of the CTI Administrator application. You need a user to log an application in on a CTI server.

At least one user has to be set as Administrator if the user administration is to be edited.

You need the following settings for a user.

Setting ExplanationIdentification -PABX Shows to which PBX the user is assigned. Name Shows the user’s name. You can enter a

maximum of 256 alphanumeric characters.Password Shows the user’s password. You can enter a

maximum of 256 alphanumeric characters.Own Phone device Each user is assigned a device. The user can

monitor this device with CSTA and use it for calls.

CTI privileges -Monitor-Group Shows the monitor-group. The user is

authorized to monitor the devices of this group. The user can further request the statuses (call diversions, existing connections) of these users.

Call Request-Group Shows the call-request-group. The user is authorized to initiate, pick up, or transfer calls.

Routing-Group Shows the routing-group. Routing is used for computing functions and not yet supported.

Features -Full CTI Control A user with full CTI control has all

permissions for all devices. This user does not have Administrator rights and cannot open the User administration (server configuration of the CTI Administrator application).

Autoanswer with CTI Makecall If the CTI server receives a MakeCall from an application it generates an AnswerCall for your own device. Your terminal automatically switches to handsfree if this function is enabled for your terminal.

CTI-traffic user The user is only authorized to start monitors. The user cannot initiate active services for terminals.


CTI Administrator

The following symbol marks a user.

Proceed as follows to create a new user.

1. Under CTI objects select Users and click User.2. The Edit User dialog opens. Enter the settings and click OK.

Map DeviceId All call numbers are converted to long numbers. The conneCTIon application from release 3.0 on supports this option. However, other applications cannot work with long numbers. Enable or disable this option depending on the application used (e.g. DialIt).

Multi PABX The Multi PABX option means that a user can use monitors and services for devices that are not part of his PBX. For further information see “Supporting multiple PBXs (uniform numbering plan)” on page 155.

Administrator This user has all permissions for all devices and Administrator rights. This user can open the User administration (server configuration of the CTI Administrator application) and make changes.

Map Dynamic DeviceIds (Alcatel 4400)

This option is only displayed if you are using an Alcatel 4400 PBX. For further information see “Alcatel 4400” on page 162.

Setting Explanation


CTI Administrator

GroupA group is a list of devices. You can add devices to a group or delete devices from a group.

You need the following settings for a group.

The following symbol marks a group.

Proceed as follows to create a new group.

1. Under CTI objects select Groups and click Group.2. The Edit Device-Group dialog opens. Enter the settings and click OK.

Setting ExplanationGroupname Shows the name of the group. You can enter a maximum

of 256 alphanumeric characters.Devices Shows all devices of the respective PBX.used Shows all devices assigned to the group. You can add or

remove devices. You must assign at least one device to a group.


CTI Administrator

PABX provider linkYou enter the following settings for the external access of a PBX.

The following symbol marks a PABX provider link.

Proceed as follows to create a new provider link.

1. Under CTI objects select Provider and click Provider.2. The Edit Provider link dialog opens. Enter the settings and click New.

PABX provider link: Example 1Company A has the external number 7505.

You have to enter the following settings.

PBX start number: 7505

PBX end number: (empty)

Number of included local digits: 0

PABX provider link: Example 2Company B has the external numbers 1321 to 1345.

You have to enter the following settings.

PBX start number: 1321

PBX end number: 1345

Number of included local digits: 2

Setting ExplanationCountry Select a country. You configure countries under

Provider. Name Enter a name for the external access. Area Code Shows the area code.

Example 711 for Stuttgart/ GermanyPBX Number Start Shows the first call number of the range of numbers

of the network provider for the PBX. PBX Number End Shows the last call number of the range of numbers

of the network provider for the PBX. Number included local digits

Shows the number of local digits.

If you only enter a PBX start number the number of local digits is 0.


CTI Administrator

Selection code digitYou enter the following settings for an selection code digit (external line code).

The following symbol marks an selection code digit (external line code).

Proceed as follows to create a new selection code digit.

1. Under CTI objects select Selection code digit and click Selection code digit.

2. The Edit selection code digit dialog opens. Enter the settings and click New.

Setting ExplanationName Shows the name of an external line code.

This setting is optional. Selection code digit Shows the external line code.

Example: 0Type You can select a type of external line code.

Default external line

External line

Tie line

Local selection code number

ACD selection code number

For further information please refer to the topic “Configuring a PBX for long call numbers” on page 163

Number PIN digits A PIN can be used e.g. to reallocate the costs of an outbound call with call charge data processing.

Application mapping number Shows the application mapping number. You have to enter an application mapping number if you selected the type Tie line or Local line.

PABX mapping number Shows the PBX mapping number. You have to enter a PBX mapping number if you selected the type Local line.


CTI Administrator

CSTA socket portYou need the following settings for a CSTA socket port.

The following symbol marks a CSTA socket port .

Proceed as follows to create a new CSTA socket port.

1. Under CTI objects select CSTA socket port (below the

corresponding PBX) and click PABX.2. The CSTA Socket Port dialog opens. Enter the settings and click New.

Filter for accessYou can specify which PCs can use a CSTA socket port. You can use an asterisk (*) as placeholder.

To restrict the use of a CSTA socket port select the CSTA socket port and click Insert. The IP-Address Filter dialog opens

Setting ExplanationName Shows the name of the CSTA port. CSTA Default Protocol Shows the default CSTA protocol. You can

choose between CSTA180, CSTA218, and CSTA285.

Socket Port Shows the socket port of the CSTA port. Max. number connections Shows the maximum number of connections.

This value must be increased if several applications connect. Example EDS: 3.

Setting ExplanationName Shows the name of the filter. Client IP-Address Shows an IP address or a range. Only a PC

with this IP address or with an IP address of the specified range can use the CSTA socket port. You can use an asterisk (*) as placeholder.

Example: 143.11.11.*, All PCs with IP addresses 143.11.11.xyz can access the CSTA socket port.

Features -Convert call numbers to long call numbers

All call numbers are converted to long call numbers. This function is disabled per default.


CTI Administrator

ConnectionConnections mark the accesses to a PBX. You need the following settings for a connection.

The following symbol marks a connection.

Proceed as follows to create a new connection.

1. Under CTI objects select Connection and click PABX.2. The Edit PABX connection dialog opens. Enter the settings and click

OK.

Setting ExplanationPABX Shows to which PBX the connection is assigned.Name Shows the name of the connection. You can enter a

maximum of 256 alphanumeric characters.Host Shows the host name.Port Shows the port number of the connection.


CTI Administrator

OperationUse icons or keys to administer CTI objects.

To edit a Multi CSTA port

1. Select a CSTA port .

2. Click a PBX . The data of the selected CSTA port is displayed.

To create a country settingTo edit a country setting

1. Select a country setting .

2. Click Provider . The data of the selected provider is displayed

To edit a PBX

1. Select a PBX .

2. Click PBX . The data of the selected PBX is displayed.

To edit a device

1. Select a device .

2. Click . The data of the selected device is displayed.

To edit a user

1. Select a user .

2. Click . The data of the selected user is displayed.

To edit a group

1. Select a group .

2. Click . The data of the selected group is displayed.

To edit a PABX provider link

1. Select a PABX provider link .

2. Click . The data of the selected PABX provider link is displayed.

To edit a selection code digit

1. Select a selection code digit .


CTI Administrator

2. Click . The data of the selected selection code digit is displayed.

To edit a CSTA port

1. Select a CSTA port .

2. Click . The data of the selected CSTA port is displayed.

To create a filter for a CSTA port

1. Select CSTA Ports .

2. Click Insert. 3. You can specifiy a filter.

To edit a connection

1. Select a connection .

2. Click . The data of the selected connection is displayed.

Deleting a CTI object1. Select the desired object.

2. Press the Del. key.

3. Please note that a CTI object is deleted right away.

To create a connection

1. Select Connections.

2. Click .

To edit a connection

1. Select a connection .

2. Click . The data of the selected connection is displayed.

To create a PBX

1. Select PBXs.

2. Click . The data of the selected PBX is displayed.

3. Edit the data and click New.

To edit a PBX

1. Select a PBX .

2. Click . The data of the selected PBX is displayed

To delete a CTI object1. Select a CTI object.


CTI Administrator

2. Press the Delete key.

3. Please note that a CTI object is deleted instantly.


CTI Administrator

CTI server outputThe CTI Administrator application shows CTI server output. You can select categories from a list.

You can start the sever output.

CategoriesYou can select the following categories for CTI server output.

ListThe list shows messages of the selected categories. The following information is displayed for a message.

The list uses the following symbols. • Information• Warning• Error

Category MessageWarnings The list shows warnings.General The list shows general messages.Login The list shows login messages.RPCFunctions The list shows RPC functions.Associated Data The list shows associated data.Checks The list shows timers monitoring calls and users at the CTI

server.

Symbol Time Category InfoShows the symbol of the category.

Shows the time. Shows the category.

Shows additional information.


CTI Administrator

SettingsYou find the Settings command in the Action menu.

Check the configuration before you use CSTA functions.

The configuration has two tabs. One tab shows CTI settings, the other tab RPC settings.

All settings are saved in the file BCTI_DRV.INI. You find this file in the folder WINNT.

CTI tabYou find the following settings in the CTI tab.

Setting FunctionEmulate API Caps The acsGetApiCaps() function is emulated by the

CSTA.DLL. The application creates an ApiCapsConf-Event. This ApiCapsConf-Event specifies which CSTA services and events are supported (list active). If the emulation is not activated the query is passed on to the PBX and answered there.

Active Shows supported services and events. You can deactivate active services and events.

Inactive Shows services and events that are not supported. You can activate inactive services and events.

CSTA Timer Interval

Shows the timer interval for the 16-bit CSTA.DLL. The value is in milliseconds. Events are polled at the CTI server with the resulting frequency.

CSTA MaxQueueSize

Shows the size of the event buffer of the application at the CTI server.

ServerID Shows the server ID applications use to contact the CTI server.


CTI Administrator

RPC tabYou find the following settings in the RPC tab.

Setting ExplanationProtocol Shows the protocol used by client and CTI server. You can

choose from the following protocols.ncacn_ip_tcpncacn_npncacn_spxThe respective endpoint and CTI host name are selected automatically.

Endpoint Shows the RPC endpoint.CTI-Hostname Shows the host name of the CTI server.Use CSTA32.DLL You can select if you want to use the CSTA32.dll for

executing the commands Start to Stop of the Action menu.


CTI Administrator

Supporting multiple PBXs (uniform numbering plan)From conneCTIon release 2.5x on, it is possible to use CTI functions across several PBXs, users, and groups. A CTI application logging in with a certain user can thus use devices of several PBXs. In conneCTIon a group can only contain devices of its own PBX. If, however, a group with the same name is configured for multiple PBXs a user can access the devices of several PBXs.

Prerequisite: Uniform call numbering planThe call numbers of the devices must be unique across all PBXs (also called homogenous call numbering plan). This means that a uniform call numbering plan of all individually visible devices must exist for each user.

Networking exampleThe following example shows a configuration with two PBXs with several devices and one user.

The following settings are configured for User1.

PBX1 Devices 4001

4002

4007

Users User1

Groups All1 4001

4002

Connections

PBX2 Devices 4007

4008

Users

Groups All1 4007

4008

Connections

Settings for User1 ExplanationDevice 4001Monitor-Group All1Call-Request-Group All1


CTI Administrator

In the example, device 4007 exists at both PBXs. The aim is that User1 can monitor devices of PBX2 as well. With earlier conneCTIon releases the CTI application had to log in with a second user. conneCTIon now handles this.

If User1 is to monitor the devices of PBX2 you have to set the option Multi PABX for the user. The Multi PABX option allows a user to use monitors and services of another PBX. In our example, User1 can also monitor and control the devices 4007 and 4008 of PBX2. If you do not set the Multi PABX option the behavior of conneCTIon matches release 2.0x.

All services are distributed according to the device number of the respective PBX. For User1 Device 4007 is always at PBX2. User1 cannot use device 4007 of PBX1.

Please note that group names to be accessed by the user must be the same for both PBXs. You have to configure the group names manually. For the call numbering plan to be explicit, device 4007 of PBX1 must not be configured for group All1.

Windows registryRegistry entries were changed to support several PBXs.

When you update conneCTIon the registry entries of an earlier release are automatically adjusted. The name of the PBX is added to all device entries.

The following registry entries are added.

HKEY_LOCAL_MACHINE\SOFTWARE\Avaya\CTI-Server\Device-List

HKEY_LOCAL_MACHINE\SOFTWARE\Avaya\CTI-Server\UserConfig\DeviceGroup-List

HKEY_LOCAL_MACHINE\SOFTWARE\Avaya\CTI-Server\UserConfig\User-List\

If you want to go back using an earlier conneCTIon release you must change the respective device entries again.


CTI Administrator

Supporting multiple PBXs (open call numbering plan)

From conneCTIon release 2.5x on it has been possible to use CTI functions across several PBXs, users and groups. A CTI application logging in with a certain user could thus use devices of several PBXs.

From conneCTIon 3.0 on: Open call numbering planThe call numbers of the devices do not have be unique across all PBXs (also called heterogeneous call numbering plan). This means that there can be the same devices at several PBXs.

Configuring a second PBXProceed as follows to support two PBXs with conneCTIon.

1. Create a second PBX . To do so select the first PBX.

2. Click PABX. The Edit PABX dialog opens.

3. Change the settings PABX Name and CSTA Trace Port and if necessary the CSTA protocol.

4. Click New. The new PBX is listed.

5. Edit the provider link . Select PABX provider link to do so.

6. Click Provider. The Edit PABX provider link dialog opens.

7. Enter the corresponding settings.

8. Click New.

9. Edit the PBX. Click Advanced. The Edit PABX dialog opens. Enter the node ID (example 801) of the PBX in the Internal PABX Number field. Click Change. In the example you entered 800 as node ID for the first PBX.

10. Edit the selection code digit .

11. Create devices .

12. Create another selection code digit . You need to select Tie line as type. Enter the Selection code digit (example 800). Enter a name.


CTI Administrator

Enter an Application mapping number. The following illustration shows an example.

13. Create another Selection code digit for the first PBX. You need to select Tie line as type. Enter the selection code digit. Enter a name. Enter an Application mapping number. The following illustration shows an example.

14. You must select the option Multi PBX for the user.

15. Stop and restart the Avaya CTI Server service.

16. You can now use conneCTIon with both PBXs. The node ID (external line number) is now sent with a connection even if a connection is initiated within the same PBX.

Edit selection code digit

Name: ST

Selection code digit: 800

Type Tie line

Number PIN digits

Application mapping number

PABX mapping number +4971113586

Change

New

Cancel

Edit selection code digit

Name: FR


Type Tie line

Number PIN digits

Application mapping number

PABX mapping number +49697505

Change

New

Cancel


CTI Administrator

Configuring PBXs of other manufacturersFrom release 2.5x on, conneCTIon also supports PBXs of other manufacturers.

Please note that PBXs of other manufacturers are only authorized for certain projects. To ensure CSTA service, the external PBX must have a configured socket and TCP-IP address. You configure PBXs of other manufacturers with the CTI Administrator application as usual.

Siemens Hicom CallBridge (Hicom 300E)conneCTIon currently supports the Siemens PBXs Hicom 300E and Hipath 4000. Hicom 300E is a previous release and usually replaced by the Hipath 4000.

Siemens server: CallBridge for WorkgroupsTo run conneCTIon with a Hicom 300E a separate Siemens software is required. This software is running on a server under Windows. The name of the software is CallBridge for Workgroups. You have to configure a CSTA socket access for a port with CallBridge for Workgroups. Siemens did not implement a CSTA service in the Hicom 300E. This is why the server running CallBridge for Workgroups is necessary.

ConfiguringYou configure the Hicom 300E as follows with the CTI Administrator. Select Siemens Hicom CallBridge as CSTA protocol. The following settings are examples.

It is assumed for the example that port 2555 is configured at the Callbridge server. Only one CTI server can connect to a port. If you want to use a second server you have to configure a second port at the Callbridge server.

RestrictionThe Hicom 300E does not support Divert. The applications cannot use pickup.

Windows registryYou find the entry in the Windows registry under TNCCTAppl

Edit PBX Connection

PBX: PBX1

Name: Callbridge

Host: CallbridgeHost

Port: 2555

OK

Cancel


CTI Administrator

Siemens Hipath 4000You need an external server for a Siemens Hipath 4000. The necessary Siemens application is called CAP.

CAPYou have to configure a TCP port for each application with the CAP software. You can choose between CSTA Phase I and CSTA Phase III. Select CSTA Phase III since most functions are implemented there.

ConfiguringSelect Siemens HIPATH 4000 CAP (CSTA III) as CSTA protocol (CSTA III). If you use CSTA I select Siemens Hicom CallBridge as protocol.

It is assumed for the example that a CTI application is configured for port 2555 with CSTA Phase III.

Windows registryYou find the entry in the Windows registry under CSTA180Appl

Octopus E300The Octopus E300 does not support a direct CSTA access via Ethernet. There is an adapter process for CSTA access. This process (CAPI-ISDN-Adapter) works like the Module Manager with an I33 PBX. Like the Module Manager, the process is switched between CTI server and ISDN card. This process is not part of the conneCTIon installation.

Windows registryYou find the entry in the Windows registry under CSTA180Oct

Edit PBX Connection

PBX: PBX1

Name: CAP

Host: CAPHost

Port: 2555

OK

Cancel


CTI Administrator

Ericsson MD11The Ericsson MD11 features CSTA Phase I and an Ethernet access.

ConfiguringFor connecting an Ericsson MD11 you need the IP address and CTI port of the PBX. Select Ericsson MD11 (CSTA180) as CSTA protocol (CSTA III).

Windows registryYou find the entry in the Windows registry under CSTA180EricssonMD110

Edit PBX Connection

PBX: PBX1

Name: EricssonMD11

Host: 123.123.123.12

Port: 2555

OK

Cancel


CTI Administrator

Alcatel 4400An Alcatel 4400 features a CSTA Phase II in the switch and an Ethernet access. A separate computer, as for Siemens, is not necessary.

ConfiguringYou need the IP address and the CTI port of the PBX for connecting an Alcatel 4400. Select Alcatel 4400 (CSTA180) as CSTA protocol (CSTA III). The default port of the Alcatel 4400 is 2555.

Windows registryYou find the entry in the Windows registry under CSTA1218Appl

NoteThe Alcatel 4400 uses dynamic device IDs. The applications must support this. Apart from the MCC there is currently no Avaya application capable of doing so. The CTI server features a corresponding option. The CTI server supports mapping to static device IDs.

You have to select the option Map dynamic deviceIds (Alcatel4400) for users.

Edit PBX Connection

PBX: PBX1

Name: Alcatel 4400

Host: 123.123.123.01

Port: 2555

OK

Cancel


CTI Administrator

Configuring a PBX for long call numbers

With conneCTIon 3.0 it is possible to use the functions of the CTI server across several PBXs and distributed users and user groups.

The PBXs use the following settings. • One or several exchange call numbers as access number, e.g. to a

public network. • Tie line number as access number for another PBX, e.g. via a S2M

connection. • Satellite PBX number as access number for a PBX, e.g. as satellite PBX.

The conneCTIon application from release 3.0 on supports open numbering plans (heterogeneous numbering plans). Thereto the call numbers must be unique for the application. For this reason the call number of a device is converted to a unique call number, e.g. +497111358661, the so-called long call number. The format of the long call number matches the canonical format.

A long call number is always unique. The CTI server can thus distribute requests to the right PBX. Events are also mapped to long call numbers.

RestrictionMapping is only valid for the RPC interface (socket connection). It is not implemented for the CSTA interface. Applications using the RPC interface must be able to process long call numbers, e.g. for callbacks from call list.

Example for configuration with long call numbersYou want to configure a PBX with the public access +49 69 7505.

ProviderEnter the following settings under Provider.

You configure a user as usual. To enable long number mapping select the setting Map DeviceId under Users.

Edit Provider

Land: D

Country: Germany

Country code 49

International code 00

Far distance code 0

Dial far distance code even for local area calls

Change

New

Cancel


CTI Administrator

External line code type setting: Default external line codeExternal line code settingsIf you make the following settings under Selection code digits you activate the following conversion rules.

Conversion rules.

From application To PBX Rule+xxx 000xxx + is recognized and replaced with 000

(international code + external line code).

+49xxx 00xxx +49 is recognized and replaced with 00 (49 = country code).

+4969xxx 0xxx +4969 is replaced with the external line code (local call). This feature can be deactivated (Use area code).

+49697505xxx xxx An internal call number is recognized (no external line code).

From PBX To application Rule00xxx +xxx International code (provider) is

recognized.0xxx +49xxx National code (provider) is

recognized. No further hit (xx!=69)069xxx +4969xxx National code (provider) and area

code are recognized. 0697505xxx +49697505xxx The internal call number is recognized

(no external line code), national code, area code, and PBX.

Edit selection code digits

Name: Ext


Type Default External Line

Number PIN digits 0

Application Mapping Number

PABX Mapping Number

Change

New

Cancel


CTI Administrator

External line code type setting: External line codeApart from the external line code of the type Default external line code, you can define any additional number of codes for external lines. These can also be sent by the application if e.g. the following syntax is used: #800+497111358652.

All digits between the characters # and + are regarded as external line code. Usual call numbers can be used as well, like e.g. 8007111358652 (direct user input with telephone).

External line code settingsIf you make the following settings under Selection code digits you activate the following conversion rules.

Conversion rulesFrom application To PBX Rule#1yy+xxx 1yy00xxx External line code and PIN are

prefixed. + is recognized and replaced with 00 (national code).

#1yy+49xxx 1yy0xxx +49 is recognized and replaced with 0. 49 is the country code.

#1yy +4969xxx 1yyxxx External line code and PIN are prefixed. +4969 is replaced with nothing. This feature can be deactivated (Use area code)).

#1yy+49697505xxx

xxx This is an invalid number since it is an internal number. Only the internal number is transferred to the PBX.

From PBX To Application Rule1yy00xxx +xxx International code (provider) is

recognized.


Name: Privat Ext


Type External Line

Number PIN digits 2

Applications Mapping Number

PABX Mapping Number

Change

New

Cancel


CTI Administrator

1yy0xxx +49xxx National code (provider) is recognized. No further hit (xx!=69).

1yy069xxx +4969xxx National code (provider) and area Code are recognized.

1yy0697505xxx +49697505xxx The internal call number is recognized (no external line code), national code, area code, and PBX.


CTI Administrator

External line code type setting: Tie line codeYou e.g. want to configure a tie line 800 with PBX +4971113586.


Conversion rules

From application To PBX Rule+4971113586xxx 800xxx +497111358652 is broken down

to: xxx external line code (between # and + prefixed).

#800+4971113586xxx 800xxx +497111358652 is broken down to: xxx external line code (between # and + prefixed).

800xxx 800xxx None (800 is mapped to 800).

From PBX To application Rule800xxx +4971113586xxx External line code is replaced

with tie line number.


Name: ST


Type Tie Line

Number PIN digits


PABX Mapping Number +4971113586

Change

New

Cancel


CTI Administrator

External line code type setting: Local line codeYou want to replace an internal line code 7 with 8755.


Conversion rules

From application To PBX Rule#7+4971113586xxx 8755xxx +497111358652 is

broken down to xxx external line code (prefix between # and +).

7xxx 8755xxx Map to local line code.

From PBX To application Rule7xxx +49711135868755xxx 7 is replaced with PBX

number + 8755.


Name: Intern


Type local selection code number

Number PIN digits 0

Application Mapping Number 7

PABX Mapping Number 8755

Change

New

Cancel


CTI Administrator

External line code type setting: ACD line codeYou e.g. want to use an ACD line code 33 and two digits for the topic call number.


Conversion rules

From application To PBX Rule#33xx+4989xxx 33xx089xxx +497111358652 is broken down to xxx

external line code (prefix between # and +).

33xx089xxx 33xx089xxx -

From PBX To application Rule33xx089xxx +4989xxx 33 and 2 PIN digits are replaced.


Name: acd


Type ACD selection code number

Number PIN digits 2


PABX Mapping Number

Change

New

Cancel


CTI Administrator

Connection with I55 LXYou do not need a Module Manager to connect an I55 LX PBX.

The SSL port at the I55 LX is port 6555. The socket port is preset at the CTI Administrator application.

If a user name is configured at the PBX, a SSL connection is automatically established upon a TCP connection. Hence the PBX protocol settings (CSTA218Appl, ACDAppl) do not have to be changed.

A user name and password must be entered in conneCTIon per PBX.

Windows registryFrom conneCTIon 3.1 on, the entries user name and password are written in the Windows registry for each PBX. This is necessary to establish a connection with an I55 LX.

You find the entries under


"Username"="HEIKE"

"Password"=hex:

Note

Necessary filesThe following files must be located in the folder C:\Programs\Avaya\CTI-Server of the CTI server.• KEY.DAT• cti.pem• server.pem

You need the file KEY.DAT to encode the password.


CTI Administrator

Administration of conneCTIon 4.0 LXYou must create a corresponding PBX with the CTI Administrator application. Afterwards you configure the connection.

You edit all other settings as usual.

Creating a new PBX

1. Create a new PBX. Click .

2. Enter the name.

3. Use the default for the CSTA trace port.

4. Select either Avaya SSL CSTA218Appl or Avaya SSL I33/I55 ACD as CSTA protocol.

5. Enter the PBX access name and access password for the PBX. This is the same access data as in the Module Manager.

6. Click New to create the PBX.

Configuring a connection

1. Select Connection .

2. Click PABX to edit the settings.

3. Enter the name of the PBX.

4. You have to enter the IP address of the I55 LX for host. You can still enter the host name of the I55 LX if a corresponding DNS server (Domain Name server) resolves the host name.

5. Port 6555 is preset.

6. Click OK.

Note on connecting to EDSYou need to observe the following when connecting EDS (Enterprise Directory System) to an I55 LX via conneCTIon.

At least two connections must be configured for the maximum number of connections of CSTA ports.

Reason: EDS connects with conneCTIon via CSTA. However, EDS establishes two connections when doing so; one for searching the phone book and a second for writing the names to the display.


CTI Administrator

Connection with ACMYou do not need a Module Manager for the connection of an ACM PBX.

A user name and password must be entered in conneCTIon per PBX.

PrerequisiteTo be able to use conneCTIon with an ACM you must have installed the ACM PBX driver.

Windows RegistryFrom conneCTIon 3.1 on, the entries user name and password are written in the Windows registry for each PBX. This is necessary to establish a connection with an ACM.

You find the entries under


"Username"="smicrolo"

"Password"=hex:

AdministrationYou must create a corresponding PBX with the CTI Administrator application.

Edit all other settings as usual.

Creating a new PBX

1. To create a new PBX click .

2. Enter a name for the PBX.

3. Use the default for the CSTA trace port.

4. Select CORBA Taskserver CSTA API as CSTA protocol.

5. Enter the PBX access name, the access password and the CORBA registry name. The CORBA registry name is preset (pbxdriver_Host_0). Enter the name of the PC running the ACM PBX driver as host.

6. Click New to create the PBX


Trace

Trace

OverviewThis chapter provides information about the Trace application. Menus and commands are explained.

ReferencesThis chapter deals with the following topics.• “Use” on page 174• “Main dialog” on page 176• “Example of a trace” on page 181


Trace

UseWith the Trace application you can monitor CSTA messages between CTI server and client. The CSTA messages are monitored on the client side. The messages passed on from the csta(32).dll to the client application are logged.

You can also evaluate existing records with the Trace application.

OutputThe output is provided in two lists. The upper list shows all logged information (requests, events). The lower list shows all data fields and function parameters for the respective information.

If you select an entry in the upper list the respective data fields are displayed in the lower list.

To distinguish events the first four fields are provided in the upper list.

You can set a time window with a filter. Only the events logged during the specified time are displayed.

PrerequisitesThe following prerequisites must be met if you want to use the Trace application.• Trace must be installed• TSAPI must be installed and configured• An application uses the TSAPI

OperationThe information whether tracing is active or not is kept in the shared memory. For the 16-bit version (trace16.exe) memory range and reference counters are additionally written in the Bcti_drv.ini file, section [shmem] under Hmem= and Usage=.

The csta(32).dll saves the trace to a file. The saving location of the file must be defined in the bcti_drv.ini file. The respective entry must be entered in the [Trace] section. FileName= c:\trace.log

You find the bcti_drv.ini file in the operating system folder (e.g. Winnt).

Executable programsThere are two executable programs for the Trace application.

For the operating system MS DOS with Windows 3.1. use the executable program trace16.exe.

For the operating systems Windows 95 and Windows NT use the executable program trace32.exe.


Trace

StartingProceed as follows to start the application.

1. Double-click the respective file (trace16.exe or trace32.exe) in the Windows Explorer.

2. The Trace application starts. Note that all settings are reset.

Tracing the CTI Administrator applicationIf you want to trace the CTI Administrator application you have to select the option use CSTA32.DLL in the configuration of the CTI Administrator application.

Tracing the Com4Tel applicationYou cannot trace the Com4Tel application with the Trace application. Com4Tel does not use the csta(32).dll. You can trace the connection between the CTI server and Com4Tel e.g. with the Microsoft TAPI Browser.


Trace

Main dialogThe following illustration shows the main dialog of the Trace application.

MenusThe Trace application has the following menus.• File• Edit• View• ?

The commands of the different menus are explained in the following chapters.

Title barThe title bar shows the name of the application. If you open a file the file name is also displayed in the title bar. If you set a file and then select Display Trace the name of the selected file set is shown in the title bar.


Trace

IconsThe tool bar has the following icons. You can hide or display the tool bar (View menu). Only three icons are currently active.

Status barThe status bar shows information about the selected command. You can hide or display the status bar.

InstructionsProceed as follows if you use the Trace application for the first time.

1. Start the Trace application.

2. Select Set File from the File menu.

3. Double-click a file. Information is logged in this file.

4. Select Trace from the Edit menu. The trace starts.

5. Select an Update Timer, e.g. 1 second, in the View menu.

6. Select Display Trace from the File menu. The display is updated after the period set.

7. If you are using the CTI server with an application the respective messages are traced and displayed in the list.

8. Select an entry in the list to obtain additional information.

Corresponds with the Open File command of the File menu

Corresponds with the Print command of the File menu

Corresponds with the About CSTA Trace Tool command of the ? menu


Trace

Commands of the File menuYou find the following commands in the File menu.

Commands of the Edit menuYou find the following commands in the Edit menu.

Command DescriptionSet File You can select a file for logging the trace. This logfile is not

displayed. To view the logfile you have to select Display Trace from the File menu.

Open File You can select and open a saved logfile. The Open File command is available only if Display Trace is deactivated.

Display Trace Displays the information of a set or open file.

Note that the set file is the logfile to which the trace is written.

Save As Saves the information of the trace in a file. You can set filters. The Save As command is available only if Display Trace is active.

Delete Trace Deletes the current trace file (e.g. trace.log). You are prompted whether you want to delete the file. This command is available only if Display Trace is active.

Print Prints the information of the current trace. You can set filters. The Print command is available only if Display Trace is active.

Exit Closes the Trace application. If tracing is active you are prompted whether you want to end the trace or not.

Command DescriptionUndo This command is not available.Cut This command is not available.Copy This command is not available.Paste This command is not available.Trace Switches tracing on or off. A checked box marks active

tracing. The selected function remains active as long as the Trace application is running or the csta32.dll is loaded. When you start the Trace application tracing is deactivated per default.


Trace

Commands of the View menuYou find the following commands in the View menu.

Filter

Command DescriptionTool bar Hides or displays the tool bar. The tool bar is displayed if

the option is checked.Status bar Hides or displays the status bar. The status bar is

displayed if the option is checked.Set Filter You can set a time window for the display of logged

events.

If you select the Set Filter command from the View menu, the Define View Filter dialog opens. You can set the time window and an ACS filter.

Update View Updates the view of the loaded file. You can also activate this function by pressing the F5 key.

Update Timer You can set a period (timer) for the Trace application. The view of the loaded file is updated automatically after this period.

You can set the following values for the timer period.

• 1 second• 2 seconds• 5 seconds• 10 seconds• 20 seconds• 30 seconds

You can also switch off the automatic update.

Setting ExplanationTime window (Date Filter on)

You have to enter a start time (From) and an end time (To). Use the format dd.mm.yy hh.mm.ss AM/PM (d=day, m=month, y=year, h=hour, m=minute, s=second, AM or PM). When you open the dialog for the first time the current date and time are shown in the two (From/To) boxes.

ACS Filter on You can set the filter for a stream. You have to enter the respective identification number in ACS Handle. The identification number for ACS Handle is displayed for every OpenStream.

Setting If you click OK the display is modified.Cancel If you click Cancel the changes are not employed.


Trace

Commands of the ? menuYou find the following command in the ? menu.

Command DescriptionAbout CSTA Trace Tool

If you click the command About Trace32 the About CSTA Trace32 dialog opens. The dialog shows the release of the application and the copyright.


Trace

Example of a traceExemplary outputThe event CSTACONFIRMATION with the type CSTA_QUERY_FWD_CONF can create the following output.

timestamp:20.4.1998 13:11:20eventClass:CSTACONFIRMATIONeventType:CSTA_QUERY_FWD_CONFinvokeID:4200forward: count:2 ListElement:0 param: forwardingType:FWD_IMMEDIATE forwardingOn:0 forwardingDN: ListElement:1 param: forwardingType:FWD_IMMEDIATE forwardingOn:0 forwardingDN:

PresentationThe following table shows the presentation of the different types.

Types PresentationName and value Name and value are presented, first name then

value. Name and value are separated by a colon (:).

If a value is a complex type with its own structure, the complex type is given in the next line as name and value. The complex type is indented by two spaces. If the next value is a complex type again the value is further indented by two spaces.

List Lists are provided as illustrated above. The number of elements is given first (count:), then each element of the list starts with ListElement:Index.

Numeric value Numeric values are presented as integers. String Strings are presented in ASCII format.Enumeration ENUMs are presented with the name of the current

value.CSTAMonitorFilter_t The values of the data type CSTAMonitorFilter_t

are hexadecimal. This data type consists of several bits (OR function).


Trace

Hexadecimal value A hexadecimal value in the list starts with 0x. Thus hexadecimal and decimal values are distinguished.

Private Data If Private Data is traced it is logged as hexadecimal value.

To activate the presentation of Private Data you have to set the private data option.

To present Private Data, 16 bytes per line are used. The respective ASCII characters are shown on the right side next to the line.

The first 32 bytes contain the vendor-string.

If private data is not selected the data fields of event and the request are displayed.

Types Presentation


SpyDesktopManager

SpyDesktopManager

OverviewThis chapter provides information about the SPYDesktopManager application. Dialogs and operation are explained.

ReferencesThis chapter deals with the following topics.• “Use” on page 184• “Main dialog” on page 186• “Operating dialog” on page 188• “Working with the operating dialog” on page 191


SpyDesktopManager

UseYou can use the following functions with the SPYDesktopManager.• Monitoring messages between JTAPI interface and client application• Saving traces• Evaluating traces• Creating messages

DialogsThe SPYDesktopManager has a main and an operating dialog.

Operating systemYou can use the SPYDesktopManager with the following operating systems.• Windows 95• Windows 98SE• Windows NT 4.0• Windows 2000• SUN UNIX• Linux• Other operating systems with a JAVA runtime environment

PrerequisitesThe following prerequisites must be met if you want to use the SPYDesktopManager.• JAVA runtime environment (JAVA virtual machine) release 1.2 must be

installed • JTAPI server must be running

Executable fileThe executable file is called StartSpy.bat. You find this file in the folder JTAPILib.

StartingProceed as follows to start the SPYDesktopManager.1. Double-click the file StartSpy.bat in the Windows Explorer.

2. The SPYDesktopManager starts. You have to enter the host name (e.g. localhost) and port number for the Corba name server.

3. Click OK. The Login information dialog opens. You have to log in.

4. Select Login from the User menu. Enter user name and password.

5. Select a service.

6. Click OK. The SPYDesktopManager starts.


SpyDesktopManager

Further informationFor further information regarding JTAPI objects and methods please refer to the documentation of the Java Telephony API. You find this documentation in the folder unsupported\JTAPI12_Spec.


SpyDesktopManager

Main dialogYou work with menus and commands of the main dialog of the SPYDesktopManager as usual. You can minimize, maximize, and close the application. The title bar shows the name of the application.

IllustrationThe following illustration shows the main dialog of the SPYDesktopManager.

Spy menuThe following table shows the commands and functions of the Spy menu.

Command FunctionOpen as Opens a saved file. The file extension must be state. Close Minimizes the SPYDesktopManager.Exit Closes the SPYDesktopManager.


SpyDesktopManager

View menuThe following table shows the command and function of the View menu.

Extras menuThe following table shows the command and function of the Extras menu.

Help menuThe following table shows the command and function of the Help menu.

Command FunctionTile frames Tiles all operating dialogs. This is also valid for minimized

operating dialogs.

Command FunctionOptions Shows the options. You can create a logfile. You can

select name and folder. The filter options are not yet implemented.

Command FunctionAbout Shows information about copyright, release and functions.


SpyDesktopManager

Operating dialogYou work with menus and commands of the operating dialog of the SPYDesktopManager as usual. You can minimize, maximize, and close the dialog. The title bar shows service, PBX, user name and state of the provider. You can open several operating dialogs at the same time.

The operating dialog has two parts. The upper part shows the data records, the lower part objects and methods.

IllustrationThe following illustration shows the operating dialog of the SPYDesktopManager.

Provider menuThe following table shows the commands and functions of the Provider menu.

Command FunctionSave as Saves all entries of the operating dialogs to a selected file.

You can select a folder and a file name. Use state as file extension. You can load the data in the main dialog with the Open as command of the Spy menu.

Shutdown Closes the operating dialog.


SpyDesktopManager

Interface menuThe following table shows the commands and functions of the Interface menu. For further information on the JTAPI interface please refer to chapter 2.

Data record areaA list shows the information exchanged when the JTAPI is accessed.

A scroll bar is displayed if necessary.

The following information is listed.

Command FunctionProvider Shows the methods of the Provider interface.Call Shows the methods of the Call interface.Connection Shows the methods of the Connection interface.Address Shows the methods of the Address interface.Terminal Shows the methods of the Terminal interface.TerminalConnection

Shows the methods of the Terminal Connection interface.

Information Descriptiontime Shows the time the respective method was accessed.kind Shows the type of the information object. It is

distinguished between:

MESSAGE: Shows the call of a method. The call contains the transferred parameter.

REPLY: A reply follows if a method was called successfully. The reply contains the returned parameter.

EXCEPTION: Can occur after a method was called and if the method call was not successful.

EVENTS: Can be sent anytime to notify the external application.

called object Shows the JTAPI object. called method Shows the JTAPI method.


SpyDesktopManager

Object and method areaIf you select a data record further information regarding the record is displayed.

The list shows the information in a tree structure. Object and method form the root. Depending on the type, the tree shows the respective kinds of information, like e.g. address and parameter.

A scroll bar is displayed if necessary.

Illustration of object and methodThe following illustration shows a detail of the area object and method.


SpyDesktopManager

Working with the operating dialogA dialog opens if you call a method for a JTAPI object and that method is not explicit or if you have to select parameters.

ExampleThe following illustration is an example. In this example you have to select terminal and address. You can enter a string in addition.

Possibilities of the object and method area You can use the following functions of the object and method area.

Method Function

Double-clicking . Opens or closes a branch.

Right-clicking . Opens a context menu (depending on the type). The context menu shows the respective method for the interface.

Clicking . Opens the branch.

Clicking . Closes the branch.


SpyDesktopManager


Glossary

Glossary

The following terms and abbreviations might be used in the CTI context.

This topic contains the most important terms and abbreviations.

Terms and abbreviations are listed in alphabetical order.

Terms and abbreviations

Description

1st party call control

1st party call control is characterized by a direct connection between telephone/ terminal and computer at a workplace. For exchanging information the two devices are usually connected with a cable.

3rd party call control

The so-called 3rd party call control offers a wider range of functions. The CTI software does not only control one terminal but a whole PBX. Direct connections between computers and terminals are not necessary since all information on the terminals is stored in the PBX. The PBX must feature a CTI interface which is connected to a CTI server. The telephony software, now controlling the PBX, is divided into two parts. The first part is the control software running on the CTI server which communicates with the PBX directly. The second part is a telephony program running on each PC which establishes a connection with the CTI application. 3rd party call control offers a variety of features apart from the functions offered by a 1st party call control application. The switching of incoming calls to certain extensions according to the caller’s number or database inquiries is just one example.

The use of 3rd party call control in call centers and telemarketing agencies is most interesting. In this area it is important to distribute incoming calls according to certain criteria to suitable agents and also to control the respective applications on the agents’ PCs. 3rd party call control is also helpful for outgoing calls since it can e.g. initiate calls with a Power- or Predictive-Dialer.

API API stands for Application Programming Interface.CAPI CAPI is the abbreviations of Common ISDN API.

CAPI is a software interface between ISDN adapters and ISDN application software, developed by German ISDN adapter manufacturers in co-operation with the FTZ (Federal Bureau for Telecommunications). The standardized CAPI interfaces Version 1.1 and 2.0 are supported as application interfaces. (CAPI Version 1.1 supports the basic functions and the scope of performance of 1TR6, while CAPI Version 2.0 also supports Euro-ISDN).


Glossary

Client Client is a network term. A client uses services. That is why a workstation connected to a server is called client. The client sends user inquiries to the server using a special protocol. It then shows the replies of the server onscreen. With conneCTIon, client applications use special interfaces of the CTI server for telephony functions.

CSTA CSTA stands for Computer Supported Telecommunications Application. This standard is a specification of the ECMA. For further information please refer to the manualsStandard ECMA-179Standard ECMA-180Standard ECMA-217Standard ECMA-218

CTI CTI is the abbreviation of Computer Telephony Integration.

The following CTI functions are most common. Interesting for every-day use is the possibility to initiate a call from different applications simply with a mouse-click. If the connection could not be established the destination number is automatically dialed again later. The kind and scope of possibilities offered by a CTI integration strongly depends of the kind of implementation.

DLL DLL stands for Dynamic Link Library.ECMA ECMA is the abbreviation of European Computer

Manufacturers Association. ID ID stands for Identification Number.ISDN ISDN stands for Integrated Services Digital Network.IPX IPX stands for Internet Packet Exchange.JAVA JAVA is a programing language developed by SUN.JTAPI JTAPI stands for Java Telephony Application

Programming Interface. JTAPI is an interface definition specified by a consortium of well-known telecommunications providers for connecting JAVA applications to PBXs.

JVM JVM stands for Java Virtual Machine. A JVM is needed to execute JAVA programs.

LAN LAN stands for Local Area Network.Module Manager The Module Manager is the communication interface

between the individual modules in the network and the PBX.

The Module Manager administers the different communication links with the PBX. This is why CSTA messages can also be sent to the PBX via the network.

NETBEUI NETBEUI stands for NETBIOS Extended User Interface.NETBIOS NETBIOS stands for NETwork Basic Input Output System.


Description


Glossary

RPC RPC is the abbreviation of Remote Procedure Call.

RPC is a procedure call to a module or task on a (possibly) remote PC. To be precise, a procedure is called from one PC (local host) and executed on another PC (remote host). Possible results and the confirmation that the procedure is finished are sent back to the first PC (local host).

Server A server is a central computer in the network providing workstations/ clients with data, memory and resources.

Socket A socket is a mechanism which enables a virtual connection between two processes. The mechanism is selected by a socket address. A socket address consists of a port number and the host address.

SPI SPI stands for Service Provider Interface. This interface is provided by the respective manufacturer.

TAPI TAPI stands for Telephony Application Programing Interface. TAPI is a Microsoft telephony software interface.

TCP/IP TCP stands for Transmission Control Protocol and IP for Internet Protocol.

The TCP/IP fulfills the two most important requirements a network has to face. First, it ensures safe transmission. Second, TCP/IP offers an address scheme so that every PC can be assigned an unambiguous address. A PC is numbered by the IP protocol.

TNCCT TNCCT stands for Telenorma Computer Controlled Telephony.

TSAPI TSAPI stands for Telephony Server Application Programmer Interface.

VTM VTM stands for Voice Transmitting Module. A Voice Transmitting Module facilitates the access to the I33x PBX.


Description


Glossary


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Ziffern1st party call control ......................................1931TR6 .............................................................1933rd party call control............................... 28, 193

AAbbreviations ................................................193Access password ..........................................139ACM ....................................................... 26, 172ACM PBX Driver .............................................99Acrobat Reader...............................................17ACS Filter......................................................179ACS Functions ................................................58ACSE ..............................................................38Action menu ..................................................132Additional information .....................................16Administrator...................................................90

NT.............................................................79Advanced ......................................................139AES server......................................................87Agent-Events ........................................... 51, 55API ................................................................193ApPhone .........................................................40Application ....................................................130Application log.................................................81Area code......................................................145ASN1...............................................................50Assisted Services............................................61Autoanswer for CTI Makecall ........................142

BB channel ........................................................41Base components ...........................................96Basic Services ................................................59Bcti_drv.ini ....................................................174Bidirectional-Services .............................. 53, 57

CCall-Control-Package......................................29Cancel...........................................................179CAPI................................................. 78, 90, 193CDROM ..........................................................77Certificates ......................................................38Change/Remove ...........................................108Check............................................................111Class .................................................... 121, 123Client.................................................... 102, 194Com4Tel ................................................ 28, 175Components............................................. 20, 90Computing Function Services .................. 53, 57conneCTIon ............................................. 20, 42Control Panel ................................................108

CORBA Name Server .................................. 100Core-Package ................................................ 29CSTA......................... 25, 42, 44, 102, 174, 194CSTA login ................................................... 138CSTA MaxQueueSize .................................. 153CSTA Protokoll............................................. 138CSTA Spy .................................................... 133CSTA Timer Interval..................................... 153CSTA Trace Port .......................................... 138CSTA-Events ........................................... 50, 54cstaGetAPICaps............................................. 50CSTA-Spy ...................................................... 50CTI ......................................................... 20, 194CTI Administrator ................................. 129, 175CTI server ................. 25, 84, 88, 107, 108, 112CTI server outputs........................................ 152ctiadmin.exe ......................................... 130, 184CTI-Hostname.............................................. 154CTI-Server.................................................... 100

Installation................................................ 96

DDAT ................................................................ 85Date.............................................................. 179Default AMT ................................................... 35Device .......................................................... 140Device IDs...................................................... 35Digital subscriber.......................................... 111Disk drive ....................................................... 77DITN............................................................... 85DKZN1 ................................................... 85, 111DLL............................................................... 194Driver software ............................................... 78DS0 module ................................................... 84DT0 module.................................................... 84

EECMA........................................................... 194Edit menu ..................................................... 178Edition ............................................................ 11EDS................................................................ 40emulate API Caps ........................................ 153Endpoint ....................................................... 154Enumeration................................................. 181Ericson ......................................................... 161Ethernet card.................................................. 77Euro-ISDN.................................................... 193Event .................................................... 174, 181Example ....................................................... 155Example of a trace ....................................... 181Extended Services ......................................... 61Extras ........................................................... 187


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FFeature-Events ........................................ 51, 55Field ................................................................62File menu ............................................. 132, 178Filter ............................................. 147, 150, 179Full CTI control..............................................142Functional model................................ 27, 28, 29

GGlossary........................................................193Group ............................................................144

HHarddisk..........................................................77Hardware ........................................................77Help...............................................................187Help menu.....................................................134Hicom............................................................159Hipath............................................................160Host...............................................................148Host name.......................................................76

II33 ..........................................24, 25, 82, 84, 88I55 LX.........................24, 26, 37, 39, 40, 86, 92ID ..................................................................194Important notes ...............................................76Information ......................................................11Information not provided .................................11Installation.......................................................75Integral 33 .......................................................77Integral 55 .......................................................77Interface ........................................................189Interfaces ........................................................49IP...................................................................195IP address.....................................................147IPX ................................................................194ISDN .............................................................194ISDN card .......................................... 77, 78, 82

JJAVA .............................................. 29, 184, 194JTAPI ................................................... 124, 194JTAPI client...................................................106JTAPI library ........................................ 121, 123JTAPI server ................................ 100, 108, 117JTAPILib .......................................................184JVM...............................................................194

KKeyboard layout ..............................................79kind ...............................................................189

LLAN .............................................................. 194Library .......................................................... 121License server ........................................ 16, 108List........................................................ 152, 181Longnumber ................................................. 140

MMain dialog........................................... 176, 186Maintenance-Events ................................ 51, 55Manufacturers, other .................................... 159Map dynamic deviceIDs ............................... 143Map dynamic deviceIds................................ 162Mapping ................................................. 36, 146MD11............................................................ 161Memory .......................................................... 77Messages..................................................... 152Method ......................................................... 190Methods ......................................................... 68Module Manager ..............................26, 92, 194MS DOS ....................................................... 174MS TAPI ................................................... 28, 59MS TAPI Driver interface ............................... 28Multi CSTA port ............................................ 136Multi PABX ........................................... 143, 156Multi PBX ....................................................... 34

NName............................................................ 181Naming service .............................................. 96NETBEUI...................................................... 194NETBIOS ..................................................... 194Network ........................................................ 119Networking ................................................... 155Node ID ..................................34, 140, 157, 158Novell ............................................................. 27NTFS.............................................................. 79Numeric value .............................................. 181

OObject ........................................................... 190Octopus........................................................ 160Operating dialog........................................... 188Operating system ..................................... 76, 80Options.........................................112, 117, 118Output CTI server......................................... 152Overview ...................................................... 183

Chapter 1 ................................................. 19Chapter 2 ................................................. 49Chapter 4 ......................................... 75, 109Chapter 5 ............................................... 129Chapter 6 ............................................... 173


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PPABX ............................................................142Paper ..............................................................17Parameter ............................................ 121, 190PBX..................................24, 77, 104, 111, 138PBX software ..................................................50PC screen .......................................................17Personal computer................................... 17, 48PIN ................................................................146Placeholder ...................................................147Power Management........................................79Prefix.............................................................140prefix ...............................................................54Prerequisites

Installation ................................................77Prerequisites for printing .................................17Printing prerequisites ......................................17Private Data ......................................... 102, 182Private-Events.......................................... 51, 55Processor........................................................77Protocol.........................................................154Provider........................................ 135, 163, 188Provider Services............................................59

RReference numbers ........................................48Registry........................112, 117, 119, 156, 172Registry editor...................... 112, 116, 117, 119RemoteCalled ...............................................119Request.........................................................174RPC ................................................. 54, 78, 195RPC protocol.................................................112

SS0....................................................................84SAP.................................................................48Security log .....................................................81Selection code digits .....................................164Server ...........................................................195ServerID........................................................153Service ..........................................................109Services ........................................................110Setting...........................................................179Siemens ............................................... 138, 160Socket ...........................................................195Software client ................................................78Software server...............................................78Specification....................................................29SPI ................................................................195Spy....................................................... 183, 186SpyDesktopManager ........................... 121, 183SSL .................................................................37Standalone Server ..........................................79Standard ECMA-179.....................................194Standard ECMA-180.....................................194Standard ECMA-217.....................................194

Standard ECMA-218 .................................... 194Start.............................................................. 110Start Trace ................................................... 175Status messages.......................................... 134Status Reporting-Services ....................... 53, 57Stop.............................................................. 110String............................................................ 181Structure......................................................... 11stunnel............................................................ 37Supplementary Services ................................ 60Switch Function Services ......................... 52, 56System log ..................................................... 81

TTag ................................................................. 42TAPI ...................................28, 46, 59, 103, 195TAPI Browser ............................................... 175Target group................................................... 11TCP ........................................................ 50, 195TCP/IP....................... 27, 78, 90, 102, 103, 111telnet ............................................................ 111Terminal ................................................... 50, 54Terms ........................................................... 193Tie line.......................................................... 146time .............................................................. 189Timer ............................................................ 179TLP................................................................. 85TNCCT ......................................................... 195Tool bar ................................................ 131, 177Trace ...................................................... 44, 173Tracing ......................................................... 178TSAPI.................. 27, 41, 42, 50, 102, 174, 195TSAPI functions ............................................. 54TSPI ....................................................... 59, 103TTrace...................................................... 16, 44Type ..................................................... 140, 146

UUDP Socket.................................................. 100Uninstalling................................................... 108UNIX............................................................. 106Use............................................................... 174User administration ...................................... 135

VValue ...................................................... 62, 181VEPOS........................................................... 48View ............................................................. 187View menu ................................................... 179Virtual call numbers........................................ 35VTM.............................................................. 195

WWindows 2000................................................ 76Windows 20003 Server .................................. 78


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Windows 95 ........................................... 27, 174Windows NT..................................................174


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