Toshiba Strata DK40 Installation & Maintenance Manual page 9

Agent Ring No Answer Call Treatment .......................................................................... 7-9
ACD SMDR Printout Examples .................................................................................... 7-10
Insight DK ............................................................................................................................ 7-14
Strata DK40 Requirements ............................................................................................ 7-14
Reference Information ................................................................................................... 7-14
Wallboards ..................................................................................................................... 7-14
Chapter 8 - Computer Telephony Integration
About Strata DK and TAPI .................................................................................................... 8-1
Requirements ......................................................................................................................... 8-2
StrataLink & TAPI Service Provider for Windows 95 & NT................................................ 8-2
Install TSPI and/or StrataLink Packages ............................................................................... 8-4
Purpose................................................................................................................................... 8-8
Introduction ............................................................................................................................ 8-8
Levels of Service.................................................................................................................... 8-9
Strata DK's TSPI Model......................................................................................................... 8-9
The DKT TSPI Call State Flow ........................................................................................... 8-10
System Messages ................................................................................................................. 8-11
Start-up and Shutdown of TAPI........................................................................................... 8-11
Receiving Information ......................................................................................................... 8-12
Basic Call Control ................................................................................................................ 8-21
Holding Calls ....................................................................................................................... 8-22
Transferring Calls ................................................................................................................ 8-23
Conferencing ........................................................................................................................ 8-23
Call Parking.......................................................................................................................... 8-24
Call Forwarding ................................................................................................................... 8-24
Call Pickup ........................................................................................................................... 8-24
Miscellaneous Functions...................................................................................................... 8-25
Extended Services ................................................................................................................ 8-26
StrataLink Functions ............................................................................................................ 8-30
Software Application Initiated Events ................................................................................. 8-31
Telephone System Events .................................................................................................... 8-33
Tokens .................................................................................................................................. 8-36
TeleMagic Link.................................................................................................................... 8-38
Debugging ............................................................................................................................ 8-40
Goldmine '95 Installation Guidelines................................................................................... 8-42
Beneficial Options Available in Goldmine 95 ..................................................................... 8-46
Linking ACT! 3.0 with StrataLink....................................................................................... 8-48
Installing ACT! 3.0 .............................................................................................................. 8-49
Handling Outgoing Calls ..................................................................................................... 8-53
Handling Incoming Calls ..................................................................................................... 8-53
Strata DK40 I&M Manual Spring 1999
Refer to the Strata DK40 Programming Manual or DK Library CD-Rom for more details.
Contents
TOC-vii