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Nortel CTI ToolKit User Manual

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PeriProducer CTI Toolkit User's Guide
for M1
(Peri-IPML V2.1)
P0606089
Publication#:
1.1
Document Release:
October 17, 2003
Release Date:

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Summary of Contents for Nortel CTI ToolKit

  • Page 1 PeriProducer CTI Toolkit User’s Guide for M1 (Peri-IPML V2.1) P0606089 Publication#: Document Release: October 17, 2003 Release Date:...

  • Page 2: Important Notice

    PeriProducer CTI Toolkit User’s Guide for M1 Important Notice Nortel Networks reserves the right to make changes in the contents of this publication including functions and specifications identified herein without notice. The material contained in this document is intended for Nortel Networks Certified personnel and licensed customers with a non-disclosure agreement or standard contract.

  • Page 3: Table Of Contents

    Error Condition Handling ......28 CTI Toolkit Blocks ........30 Agent Function .
  • Page 4 PeriProducer CTI Toolkit User’s Guide for M1 Telephony Request ....... . 42 User Data .

  • Page 5: Preface

    Preface...

  • Page 6: Scope

    PeriProducer CTI Toolkit User’s Guide for M1 Scope The PeriProducer CTI Toolkit User’s Guide for M1 document provides product descriptions, installation procedures, and usage information for using the CTI Toolkit to develop applications for Nortel Networks Media Processing Server (MPS) platforms.

  • Page 7: Organization Of This Manual

    This manual is separated into chapters that describe the installation, configuration, and usage of the CTI Toolkit. Chapter 1 — A description of the CTI functions and an overview of the PeriProducer CTI Toolkit. Chapter 2 — Detailed instructions for installating and removing the CTI Toolkit on the Windows platform.

  • Page 8: Conventions Used In This Manual

    PeriProducer CTI Toolkit User’s Guide for M1 Conventions Used in This Manual This manual uses different fonts and symbols to differentiate between document elements and types of information. These conventions are summarized in the following table. Notation Normal text important term...

  • Page 9: Solaris And Windows 2000 Conventions

    The Solaris icon identifies procedures or events that apply to the Solaris operating system only. Solaris $VPSHOME $VPSHOME/common/etc <command> & ® ® and Netscape Navigator are registered trademarks of Netscape Nortel Networks Confidential Preface Windows 2000 %VPSHOME% %VPSHOME%\common\etc start /b <command> Page ix...
  • Page 10 PeriProducer CTI Toolkit User’s Guide for M1 logos and Netscape product and service names are also trademarks of Netscape Communications Corporation, which may be registered in other countries. Page x Nortel Networks Confidential # P0606089 Ver: 1.1...

  • Page 11: Overview Of Cti Features

    Overview of CTI Features This chapter covers: 1. CTI Description 2. Toolkit Overview 3. Product Features and Resources...

  • Page 12: Overview Of Cti Features

    The CTI Toolkit is used to create customer-specific applications to interface with the M1-Meridian Link, SCCS Interface (RSM & HDX), and IVR.DLL for the TAPI server.

  • Page 13: Toolkit Overview

    Toolkit Overview The CTI Toolkit allows access to functions that are specific to CTI programming. These functions are not accessible from the standard PeriProducer Toolkit. The arrows in the upper right corner of each Toolkit switch between the CTI and the PeriProducer Toolkit (and any other Toolkit installed).
  • Page 14 See page Retrieves data for a statistics group, specifically one of "AgentItd", "AgentMwnd", "ApplicIPtd", "ApplicMwnd", "SkillItd", or "SkillMwnd" based on the Statistics Device name (this is determined by Nortel Networks Certified personnel) and Statistics Group, passed as parameters. page Sends values in array, CTI.AVCalldata.AVpairs to Resource Symposium TAPI Server (TAPI).

  • Page 15: Toolkit Usage For Specific Product Features

    For each feature, references are made to example applications that illustrate the use of these blocks. Blocks that are part of the standard PeriProducer Toolkit are #P0606089 – Ver: 1.1 Resource Toolkit Blocks tapisccs tapi Nortel Networks Confidential Overview of CTI Features (page (page (page (page (page...
  • Page 16 PeriProducer CTI Toolkit User’s Guide for M1 documented in the PeriProducer User’s Guide. Product Feature / Function / Toolkit Blocks Peri-IPML/M1 link Login/Logout the IVR agent ports under IVR application control. or SCCS Logon IVR Port Logoff IVR Port (Same as above, followed by another Retrieve call information such as Current Location, Calling Line ID, DNIS, IVR Treatment DN, and Call Arrival Time.

  • Page 17: Peri-Ipml/M1 Link Or Sccs

    42 page 32 page 37 page 42 page 32 page 37 page 42 page 32 page 37 page 42 Nortel Networks Confidential Overview of CTI Features Example Apps TR-4 (page TR-4 (page TR-2 (page TR-3 (page TR-3 (page TR-5 (page...

  • Page 18: Example Apps

    PeriProducer CTI Toolkit User’s Guide for M1 Product Feature / Function / Toolkit Blocks IVR-SCCS The HDX (Host Data Exchange) interface sends information to CSDA and waits for CSDA to return information related to the sent information. For example, the SCCS can send an (CS-HDX links to account number to CSDA, and CSDA returns a skillset relevant to that account type.
  • Page 19 SCCS has routed the call to an agent. The data flow is one way, from the IVR application to the TAPI Server. Send Call Data to Symposium TAPI Server/IVR.DLL #P0606089 – Ver: 1.1 page 32 page 30 page 37 page 50 Nortel Networks Confidential Overview of CTI Features Example Apps ST-1 (page Page 19...
  • Page 20 PeriProducer CTI Toolkit User’s Guide for M1 Page 20 Nortel Networks Confidential #P0606089 – Ver: 1.1...

  • Page 21: Toolkit Installation And Removal Procedures

    Toolkit Installation and Removal Procedures This chapter covers: 1. Installation of the CTI Toolkit for Windows 2000 and Solaris 2. Removal of the CTI Toolkit for Windows 2000 and Solaris 3. Adding the CTI Folders and Data cards...

  • Page 22: Installing And Removing The Toolkit On Windows

    PeriProducer CTI Toolkit User’s Guide for M1 Installing and Removing the Toolkit on Windows 2000 Systems Installation of the CTI Toolkit on a Windows 2000 system can only be performed by a user with Administrator privileges. Link Server Configuration First, the 2000 server running the Peri-IPML, Peri-ICM, IVR TAPI, and IVR SCCS (or Link Server) must have the latest patches installed.

  • Page 23: Installation Of The Cti Toolkit On Solaris Systems

    PeriProducer patch(es) (which includes the ppro.conf file). Installing the CTI Toolkit To install the CTI Toolkit on a Solaris system, use the FTP utility to copy the package from the CD of Windows 2000 machine to the Solaris machine.

  • Page 24: Removal Of The Cti Toolkit On Solaris

    The monitor will show several screens of output. Wait for the command prompt to return. 7. Enter pkgadd -d . PERIctitk to install the CTI Toolkit. The monitor will show several screens of output. 8. The following confirmation message will appear: Do you want to continue with the installation of <PERIctitk>...

  • Page 25: Adding The Cti Folders And Data Cards

    Adding the CTI Folders and Data Cards To manipulate data with the blocks of the CTI Toolkit, the CTI folder must first be installed. The CTI folder is a hierarchy of folders, subfolders, and data cards that are used to transfer data to and from CTI specific resources.
  • Page 26 PeriProducer CTI Toolkit User’s Guide for M1 b. Click 3. Double-click on CTI to display the lower-level CTI entries in the Current Folder panel. Page 26 to expand the CTI folder. CTI is INCLUDE FILES shown as the parent folder in the Available Folders panel.

  • Page 27: Cti Toolkit Blocks Reference

    CTI Toolkit Blocks Reference This chapter covers: 1. CTI Toolkit 2. CTI Blocks 3. RSM Block 4. TAPI Block 5. TAPISCCS Block...

  • Page 28: Cti Toolkit Blocks Reference

    PeriProducer CTI Toolkit User’s Guide for M1 CTI Toolkit Blocks Reference This chapter describes the functions of each CTI Toolkit block. For more information, Example Applications on page 56 CTI Programming Configuration Requirements The following pertains to the development of PeriProducer CTI applications. See the MPS Interface to M1 manual for specific information about software configuration.
  • Page 29 Agent Position IDs and CDNs. • invalid configuration file entries. To use the functions in the CTI Toolkit, the IPML packages must be properly configured by following the procedures in the MPS Interface to M1 publication. The following are some configuration...

  • Page 30: Cti Toolkit Blocks

    PeriProducer CTI Toolkit User’s Guide for M1 CTI Toolkit Blocks Agent Function Agent Function state of an agent phone, which is either a live agent or an IVR application running on the IVR port. Agent Function 1. Agent request: Assigns a value from CTI.Requests.Agent.
  • Page 31 • The CTI.status data card is the only value in the CTI folder that is affected by this CTI Toolkit block. CTI.status is set to 0 if the request is successful and set to 1 if the request fails. •...

  • Page 32: Cti Initialize

    Send TAPI Call appropriate resources. However, when using any of the other blocks in the CTI Toolkit (i.e., those that have an italicized cti in the lower left corner of the block icon), the application has to execute There are certain input values that have to be assigned in the CTI folder structure in...

  • Page 33: Device Parameter Data

    Param Name: Use one of the nine constants in the • CTI.Requests.DeviceParams folder to specify the particular information required. (Select the value from the DeviceParams menu.) # P0606089 Ver: 1.1 block block has two parameters: Nortel Networks Confidential CTI Toolkit Blocks Reference Page 33...
  • Page 34 PeriProducer CTI Toolkit User’s Guide for M1 Each of the parameter names causes a different message to be sent to CSVAPI requesting information from the CSDA service. For each request, the CtiFunction parameter is set to getdeviceparam , and the device and specific parameter are set to values passed into the block.

  • Page 35: Register Device

    (DN). A DN must be registered before any other CTI Toolkit operations can be performed using that DN. This block sends a register/unregister message to the CTI resource to reserve memory for the specified DN. The request includes a DN, a device type, and whether to register or unregister it.
  • Page 36 PeriProducer CTI Toolkit User’s Guide for M1 • Device Type To Register: specifies the type of device you are registering. The following is important information pertaining to the use of the block: • The calling application obtains the CTI resource via the...

  • Page 37: Set Event Handling

    Application Event Handling: Use any of the type of methods of handling an event as defined in the CTI.Requests.SetEventType folder, which is accesed from the SetEventType menu. # P0606089 Ver: 1.1 block has two parameters: Nortel Networks Confidential CTI Toolkit Blocks Reference Page 37...
  • Page 38 PeriProducer CTI Toolkit User’s Guide for M1 The SetWaitEvent, SetIgnoreEvent and SetCtiCondEvent functions can be performed for the any of the available events: AgentEvents , All , CallData , Dequeued , CallCleared , CallEvents , Conferenced , Dialing , Forwarding , Held , Established , LoggedOff ,...
  • Page 39 Ready state. Set Event Handling block is used to request a CTI condition when a Example Log Files—Set Event Handling CSVAPI Log File on Nortel Networks Confidential CTI Toolkit Blocks Reference Telephony Request block Example Page 39...

  • Page 40: Telephony Event Data

    PeriProducer CTI Toolkit User’s Guide for M1 Telephony Event Data The Telephony Event Data block obtains specific event data for the IVR application running on the IVR port. Telephone data types is the only parameter in this CTI block. Its value is assigned from the CTI.Requests.EventData folder, which is accessed from the EventData...
  • Page 41 37) should be used to wait for is best used right after the call is answered to synchronize Example Log Files—Telephony Event Data CSVAPI Log File on Nortel Networks Confidential CTI Toolkit Blocks Reference Telephony Event CTI Initialize block (see...

  • Page 42: Telephony Request

    PeriProducer CTI Toolkit User’s Guide for M1 Telephony Request This block makes requests to the switch to perform telephony actions on behalf of the IVR application running on the IVR port. Telephony Request Call Processing Request: This field indicates the desired call processing •...
  • Page 43 • The Destination number parameter part of the CTI block is assigned the number to make a call to. The Destination number parameter part of the CTI block is assigned spaces. Nortel Networks Confidential CTI Toolkit Blocks Reference Page 43...
  • Page 44 The CTI.status data card is the only value in the CTI folder that is affected by this CTI toolkit block. The CTI.status parameter is set to 0 if the request is successful. It is set to 1 if the request fails.

  • Page 45: User Data

    CTI.Requests.UsrDataFunc folder via the UsrDataFunc menu. • Data type: Valid values (Calldata or Tlinkdata) are assigned from the CTI.Requests.UsrDataFunc folder via the UsrDataType menu. # P0606089 Ver: 1.1 block has two parameters: Nortel Networks Confidential CTI Toolkit Blocks Reference Page 45...
  • Page 46 PeriProducer CTI Toolkit User’s Guide for M1 The following is important information pertaining to the use of the • block (see application has to be Logged In to the Queue or CDN on DMS systems (but not on M1 systems). Also the be used to wait for the Established state to guarantee that the data is available to retrieve.

  • Page 47: Device Statistics Data

    CTI.Requests.CSRSMStatisticGroup folder (such as SkillItd for skill information provided on an "interval to date" basis). Valid values for this field are accessed from the CSRSMStatisticGroups menu. # P0606089 Ver: 1.1 block has two parameters: Nortel Networks Confidential CTI Toolkit Blocks Reference Page 47...
  • Page 48 PeriProducer CTI Toolkit User’s Guide for M1 The statistical information denoted by the values in the CTI.Requests.CSRSMStatisticGroup folder (such as SkillItd for skill information provided on an "interval to date" basis) represent the types of statistics available for various "devices." The table below explains their use.
  • Page 49 CallsWaiting AgentOnACDDNCall AgentOnNACDDNCall AgentOnNetworkSkillsetCall AgentOnOtherSkillsetCall AgentsAvailable AgentsInService AgentsNotReady AgentsOnDNCalls AgentsOnSkillsetCall AgentsUnavailable CallsAnsweredAfterThreshold CallsOfferedSkill CallsWaiting ExpectedWaitTime LongestWaitingTimeSinceLastCall Nortel Networks Confidential CTI Toolkit Blocks Reference State SupervisorID_High SupervisorID_Low SupervisorUserID TimeInState MaxWaitingTime NetworkOutCalls NetworkOutCallsAbandoned NetworkOutCallsAbandonedDelay NetworkOutCallsAnswered NetworkOutCallsAnsweredDelay NetworkOutCallsRequested NetworkOutCallsWaiting TimeBeforeInterflow WaitingTime LongestWaitingTimeSinceLogin MaxWaitingTime...

  • Page 50: Send Tapi Call Data

    PeriProducer CTI Toolkit User’s Guide for M1 Send TAPI Call Data The TAPI block sends screen pop information about the current call from the IVR application to the Symposium TAPI Server via the IVR.DLL protocol. This block uses the cstapi resource.

  • Page 51: Send Tapi Sccs Call Data

    37) should be used before trying to send data. This is usually best done Example Log Files—Send TAPI SCCS Call Data CSTAPI and Nortel Networks Confidential CTI Toolkit Blocks Reference Send TAPI SCCS Call Data Set Event Handling block (see...

  • Page 52: Gettapidata

    PeriProducer CTI Toolkit User’s Guide for M1 GetTAPIData The Get Tapi CallData block is used to retrieve call data which has been previously attached by another application connected to the Symposium Tapi Server, such as CallCenter agent's desktop softphone. The GetTapiData block has no Parameters. Before executing the block, the callid for the active call must be retrieved by the peripro application.

  • Page 53: Log Message

    ("0") to make it three digits. mmm is number of the IVR phone port running the application, padded with zeroes ("0") to make it three digits. Nortel Networks Confidential CTI Toolkit Blocks Reference Log Message block: Example Page 53...
  • Page 54 PeriProducer CTI Toolkit User’s Guide for M1 This page has been intentionally left blank. Page 54 Nortel Networks Confidential # P0606089 Ver: 1.1...

  • Page 55: Example Applications

    Example Applications...

  • Page 56: Example Applications

    Wait 5 minutes to answer call via cti calls; not traditional Answer block; wait for release Set agent not ready (trap vrto if request times out) Log agent out (trap vrto if request times out) works on all Nortel switches. AF-2 /samples/CS-AD/ACDPhoneLoginLogout.ppr...
  • Page 57 Short delay to simulate phone conversation Log agent out (trap vrto if request times out) Delay 15 seconds Free cti resource Force connect 10. Loop to get cti resource # P0606089 Ver: 1.1 Nortel Networks Confidential Example Applications Page 57...

  • Page 58: Cti Initialize

    PeriProducer CTI Toolkit User’s Guide for M1 CTI Initialize App. # Example Application Name, Location, Function, and Usage CI-1 /samples/SCCS-integrate/tapi_da_ivr_agent.ppr In container Library.GetCTIRes, the CTI.ResourceStatus.CTIIsOk tells the CTI Init block that the calling application wants to get the CTI resource.

  • Page 59: Set Event Handling

    Use Answer block to wait for call, then wait for established Handle vrto if time out occurs Make consult transfer using config file number to connect to Complete conference Hang up as application terminates # P0606089 Ver: 1.1 Nortel Networks Confidential Example Applications Page 59...
  • Page 60 PeriProducer CTI Toolkit User’s Guide for M1 App. # Example Application Name, Location, Function, and Usage SE-7 /samples/CS-AD/cticondition.ppr SE-8 /samples/CS-AD/HoldAndRetrieve.ppr CTI init Get cti resource Use Answer block to wait for call, then wait for established Make hold call request...
  • Page 61 10. Retrieve and log all call data via CSDA 11. Set agent not ready (trap vrto if request times out) 12. Log agent out (trap vrto if request times out) # P0606089 Ver: 1.1 Nortel Networks Confidential Example Applications Page 61...
  • Page 62 PeriProducer CTI Toolkit User’s Guide for M1 App. # Example Application Name, Location, Function, and Usage SE-17 /samples/SCCS-integrate/tapi_da_ivr_agent.ppr CTI init Read config file for this device and Agent DN Get cti resource Log agent out (trap vrto if request times out)

  • Page 63: Telephony Event Data

    /samples/CS-AD/Nortel-iccm/GetACDGroupStatus.ppr CTI init Read config file for agent DN and this device (for logging) Get cti resource Get acdgroupstatus for a hardcoded device , log data received Terminate application # P0606089 Ver: 1.1 Nortel Networks Confidential Example Applications Page 63...
  • Page 64 PeriProducer CTI Toolkit User’s Guide for M1 App. # Example Application Name, Location, Function, and Usage TE-7 /samples/CS-AD/Nortel-iccm/HoldAndRetrieveAgent.ppr CTI init Read config file for agent DN, this device (for logging) Get cti resource Log agent in (trap vrto if request times out)

  • Page 65: Telephony Request

    Use Answer block to wait for call, then wait for established Make hold call request Delay 3 seconds Make retrieve call request Use cti to wait for release TR-6 /samples/CS-AD/Nortel-iccm/ACDAgent.ppr Duplicate storage for samples/CS-AD/ACDAgent.ppr # P0606089 Ver: 1.1 Nortel Networks Confidential Example Applications Page 65...
  • Page 66 PeriProducer CTI Toolkit User’s Guide for M1 App. # Example Application Name, Location, Function, and Usage TR-7 /samples/CS-AD/Nortel-iccm/BlindXferAgent.ppr CTI init Read config file for agent DN, this device (for logging) and number to transfer to Get cti resource Log agent in (trap vrto if request times out)
  • Page 67 14. Either disconnect so that SCCS CDN can take over routing of call (if number =####) OR make a blind transfer 15. Log end of application, wait in Answer block # P0606089 Ver: 1.1 Nortel Networks Confidential Example Applications Page 67...

  • Page 68: User Data

    PeriProducer CTI Toolkit User’s Guide for M1 User Data App. # Example Application Name, Location, Function, and Usage UD-1 /samples/CS-AD/AniAndDnis.ppr CTI init; get cti resource Use Answer block to wait for call, then wait for established Get ANI & DNIS...

  • Page 69: Device Statistics Data

    14. Either disconnect so that SCCS CDN can take over routing of call (if number =####) OR make a blind transfer 15. Log end of application, wait in Answer block # P0606089 Ver: 1.1 Nortel Networks Confidential Example Applications Page 69...

  • Page 70: Send Tapi Calldata/Send Tapisccs Calldata

    PeriProducer CTI Toolkit User’s Guide for M1 Send TAPI CallData/Send TAPIsccs CallData App. # Example Application Name, Location, Function, and Usage ST-1 /samples/SCCS-integrate/tapi_da_ivr_agent.ppr Log start of application CTI init & get cti resource Trap vrto, error and cticond Read config file for this device (for logging & call data), Agent DN and number to blind...

  • Page 71: Log Message

    /samples/CS-AD/ACDAgent.ppr /samples/CS-AD/ACDPhoneLoginLogout.ppr /samples/CS-AD/AniAndDnis.ppr /samples/CS-AD/Anologue.ppr /samples/CS-AD/BlindXfer.ppr /samples/CS-AD/Conference.ppr /samples/CS-AD/ConsultXfer.ppr /samples/CS-AD/cticondition.ppr /samples/CS-AD/Dialer.ppr /samples/CS-AD/HoldAndRetrieve.ppr /samples/CS-AD/Nortel-iccm/ACDAgent.ppr /samples/CS-AD/Nortel-iccm/ACDPhoneLoginLogout.ppr /samples/CS-AD/Nortel-iccm/AgentLogout.ppr /samples/CS-AD/Nortel-iccm/anianddnisagent.ppr /samples/CS-AD/Nortel-iccm/BlindXferAgent.ppr /samples/CS-AD/Nortel-iccm/ConferenceAgent.ppr /samples/CS-AD/Nortel-iccm/ConsultXferAgent.ppr /samples/CS-AD/Nortel-iccm/Dialer.ppr /samples/CS-AD/Nortel-iccm/dmsloginlogout.ppr /samples/CS-AD/Nortel-iccm/GetACDGroupStatus.ppr /samples/CS-AD/Nortel-iccm/HoldAndRetrieveAgent.ppr /samples/CS-AD/Nortel-ipml/AnalogueCtiDialer.ppr /samples/CS-AD/Nortel-ipml/AnaloguePhoneLoginLogout.ppr /samples/CS-AD/testrequestdeviceparams.ppr /samples/SCCS-integrate/acdagentwithcalldata.ppr /samples/SCCS-integrate/ad.ppr /samples/SCCS-integrate/analogueivragent.ppr /samples/SCCS-integrate/Dialer.ppr /samples/SCCS-integrate/tapi_da_ivr_agent.ppr # P0606089 Ver: 1.1 Nortel Networks Confidential Example Applications Page 71...
  • Page 72 PeriProducer CTI Toolkit User’s Guide for M1 This page has been intentionally left blank. Page 72 Nortel Networks Confidential # P0606089 Ver: 1.1...

  • Page 73: Example Log Files

    Example Log Files...

  • Page 74: Example Log Files

    PeriProducer CTI Toolkit User’s Guide for M1 Example Log Files This appendix provides example log files for each of the CTI Toolkit blocks. Agent Function CSVAPI Log File Request from the Tool Kit 12/04/2000 17:21:05 option SendResponse 12/04/2000 17:21:05 option AgentId...

  • Page 75: Set Event Handling Csvapi Log File

    12/04/2000 17:21:30 CallData => "queue_pos_AMEX,0", "queue_pos_NT,0", "queue_pos_UNIX,0", "queue_pos_VISA,0", "expected_wait_AMEX,0", "expected_wait_NT,0", "expected_wait_UNIX,0", "expected_wait_VISA,0" 12/04/2000 17:21:30 OldState => Alerting 12/04/2000 17:21:30 NewState => Connected # P0606089 Ver: 1.1 value No value established value ProcessEvent Nortel Networks Confidential Example Log Files Page 75...

  • Page 76: Telephony Event Data Csvapi Log File

    PeriProducer CTI Toolkit User’s Guide for M1 CSVAPI Sends "oc" when it receives Established Event: 12/04/2000 17:21:30 TLinkData => "TN_This,11", "TN_Other,132", "PBXCallId,24", "PBXTimeStamp,7:58:38", "DNIS,6702", "ANI,5008", "ArrivalTime,12/04/00 17:21:12.968", "DeviceType,6", "PositionID,2103", "ACDLine,1", "InternalCall,1" 12/04/2000 17:21:30 send_apmi_msg: Sent ’oc’ to vms 1, phoneline 52 with data <Established>...
  • Page 77 1, phoneline 52 message converted to v-shell options => 12/04/2000 17:21:30 option RetrieveValue 12/04/2000 17:21:30 send_apmi_msg: Queued message to vms 1, phoneline 52 with data <RetrieveValue eventdnis EventData:(dnis:"6702")> # P0606089 Ver: 1.1 value eventani value eventdnis Nortel Networks Confidential Example Log Files Page 77...

  • Page 78: Telephony Request Csvapi Log File

    PeriProducer CTI Toolkit User’s Guide for M1 Telephony Request CSVAPI Log File CSVAPI Receives Blind Transfer Request and Sends the Request to TLS 01/19/2001 11:01:08 apmi_got_send_resource: vms 3, phoneline 2 message converted to v-shell options => 01/19/2001 11:01:08 option SendResponse...

  • Page 79: Status => Success

    Sending CsBlindTransfer Response to Client 6 01/19/2001 11:01:08 This Device => 2015 01/19/2001 11:01:08 Status => Success 01/19/2001 11:01:08 CSVAPI: BlindTransfer ignored for phoneline 2 # P0606089 Ver: 1.1 value 6200 value Dialing value BlindTransfer Nortel Networks Confidential Example Log Files Page 79...
  • Page 80 PeriProducer CTI Toolkit User’s Guide for M1 CSVAPI Receive Held Event from TLS and Queues the Event 01/19/2001 11:01:08 clm_CopyLastClntEvent: event queueing is turned on for client 6, dn ’2015’ 01/19/2001 11:01:08 clm_CopyLastClntEvent: creating new event queue 01/19/2001 11:01:08 clm-tlsdefault: Ignoring/Queueing CsHeld Event for client 6 01/19/2001 11:01:08 This Device =>...

  • Page 81: Clm-Tlsdefault: Ignoring/Queueing Csqueued Event For Client 2

    01/19/2001 11:01:08 Call ID => 61 01/19/2001 11:01:08 Other Device(s) => 2014 01/19/2001 11:01:08 Other Call ID => 161 01/19/2001 11:01:08 OldState => Queued 01/19/2001 11:01:08 NewState => Queued # P0606089 Ver: 1.1 Nortel Networks Confidential Example Log Files Page 81...
  • Page 82 PeriProducer CTI Toolkit User’s Guide for M1 CSVAPI Receives Queued and Redirect Event for the CDN from TLS, No Apps are attached 01/19/2001 11:01:08 TLinkData => "CallProgressEvent,112", "TN_this,203", "TN_other,4", "DNIS,2015", "ANI,2014", "ArrivalTime,01/19/01 11:01:05.281", "DeviceType,0", "ACDLine,0", "InternalCall,1" 01/19/2001 11:01:08 clm_CopyLastClntEvent: event queueing is turned on for client 6, dn ’2015’...

  • Page 83: User Data Csvapi Log File

    ACT0000100052 value Phone-Line value 52 value CallKey #007 value CallValue #007 value CallKey #008 value CallValue #008 value CallKey #009 value CallValue #009 value CallKey #010 value CallValue #010 value AttachData Nortel Networks Confidential Example Log Files Page 83...

  • Page 84: Calldata => "Queue_Pos_Amex,0", "Queue_Pos_Nt,0", "Queue_Pos_Unix,0

    PeriProducer CTI Toolkit User’s Guide for M1 CSVAPI Receives "Preferred Skills" from IVR application as Call-Data and Sends it to CS-DA 12/04/2000 17:23:39 CallData => "queue_pos_AMEX,0", "queue_pos_NT,0", "queue_pos_UNIX,0", "queue_pos_VISA,0", "expected_wait_AMEX,0", "expected_wait_NT,0", "expected_wait_UNIX,0", "expected_wait_VISA,0", "Date-Time,20001204 17234600", "Ivr- Line-DN, v=1 p=52 d=2103", "SkillOS,UNIX", "SkillCard,VISA", "Account,ACT0000100052", "Phone-Line,52", "CallKey #007,CallValue #007", "CallKey #008,CallValue #008", "CallKey...
  • Page 85 9 12/04/2000 17:23:45 clm-Admin: Preparing to complete Unregisters for Client 9 12/04/2000 17:23:45 clm-Admin: Setting timer for 100 milliseconds. 12/04/2000 17:23:45 clm-CSVAPI: Device 2103 Auto-Registered. # P0606089 Ver: 1.1 Nortel Networks Confidential Example Log Files Page 85...

  • Page 86: Device Statistics Data Csrsm And Csrsmls Log Files

    PeriProducer CTI Toolkit User’s Guide for M1 Device Statistics Data CSRSM and CSRSMLS Log Files CSRSM Receives Get Device Parameter from IVR Application Statistics-Type skillitd (Skill Interval To Date), thisdevice = Skill-Name 12/04/2000 17:22:08 apmi_issue_get_resource: vms 1, phoneline 52 get resource request.
  • Page 87 Received CsGetDeviceParam Request from Client 2 12/04/2000 17:22:19 Device => VISA 12/04/2000 17:22:19 Call ID => 0 12/04/2000 17:22:19 Parameter => Skill Moving Window # P0606089 Ver: 1.1 value VISA value skillmwnd value getdeviceparam Nortel Networks Confidential Example Log Files Page 87...
  • Page 88 PeriProducer CTI Toolkit User’s Guide for M1 CSRSMLS Receives Get Device Parameter from CSRSM 12/04/2000 17:22:19 clm-tlsdefault: Received CsGetDeviceParam Request from Client 1 12/04/2000 17:22:19 Application ID => 2.##### 12/04/2000 17:22:19 Device => VISA 12/04/2000 17:22:19 Call ID => 0 12/04/2000 17:22:19 Parameter =>...

  • Page 89: Send Tapi Call Data Cstapi And Cstapils Log Files

    ACT0000100052 value Phone-Line value 52 value CallKey #007 value CallValue #007 value CallKey #008 value CallValue #008 value CallKey #009 value CallValue #009 value CallKey #010 value CallValue #010 value AttachData Nortel Networks Confidential Example Log Files Page 89...
  • Page 90 PeriProducer CTI Toolkit User’s Guide for M1 CSTAPILS Receives Add Call Data request from CSTAPI 12/04/2000 17:23:39 clm-tlsdefault: Received CsSendAddCallData Request from Client 0 12/04/2000 17:23:39 Application ID => 4.##### 12/04/2000 17:23:39 Device => 2103 12/04/2000 17:23:39 Call ID => 0 12/04/2000 17:23:39 CallData =>...
  • Page 91 4 12/04/2000 17:23:39 clm-Admin: Preparing to complete Unregisters for Client 4 12/04/2000 17:23:39 clm-Admin: Setting timer for 100 milliseconds. 12/04/2000 17:23:39 clm-cstapi: Device 2103 Auto-Registered. # P0606089 Ver: 1.1 Nortel Networks Confidential Example Log Files Page 91...

  • Page 92: Log Files

    PeriProducer CTI Toolkit User’s Guide for M1 Send TAPI SCCS Call Data CSTAPI and CSTAPILS Log Files CSTAPI Receives Add Call Data request from IVR Application 12/04/2000 17:23:39 CSVAPI_combine_vmsphoneline: converted vmsnum = 1, phoneline = 52 to clientid = 65588 12/04/2000 17:23:39 apmi_issue_get_resource: vms 1, phoneline 52 get resource request.
  • Page 93 12/04/2000 17:23:39 CSTAPILS::M13 Processing MsgType IVRCallerDataResponse with MsgRefId: 2 12/04/2000 17:23:39 clm-tlsdefault: Received CsSendAddCallData Request from Client 0 12/04/2000 17:23:39 Device => 2103 12/04/2000 17:23:39 Call ID => 0 # P0606089 Ver: 1.1 Nortel Networks Confidential Example Log Files Page 93...
  • Page 94 PeriProducer CTI Toolkit User’s Guide for M1 CSTAPI Sends "oc" to IVR Application 12/04/2000 17:23:39 clm-tlsdefault: Sending CsSendAddCallData Response to Client 4 12/04/2000 17:23:39 This Device => 2103 12/04/2000 17:23:39 Status => Success 12/04/2000 17:23:39 send_apmi_msg: Sent ’oc’ to vms 1, phoneline 52 with data <SendAddCallData >...

  • Page 95: Log Message Example Application Log File

    EVENT DATA02: callid: 03/20/01 13:38:47 EVENT DATA03: othercallid: 03/20/01 13:38:47 EVENT DATA04: otherdevice: 03/20/01 13:38:47 EVENT DATA05: agent id: 03/20/01 13:38:51 EVENT DATA06: agentstate: 03/20/01 13:38:51 EVENT DATA07: qtime: # P0606089 Ver: 1.1 Nortel Networks Confidential Example Log Files Page 95...
  • Page 96 PeriProducer CTI Toolkit User’s Guide for M1 03/20/01 13:38:51 EVENT DATA08: eta: 03/20/01 13:38:51 EVENT DATA09: dnis: 03/20/01 13:38:51 EVENT DATA10: ani: 03/20/01 13:38:51 EVENT DATA11: route: 03/20/01 13:38:51 EVENT DATA14: thisobjectkey: 03/20/01 13:38:51 EVENT DATA13: thispathkey: 03/20/01 13:38:51 EVENT DATA14: tlservername:...
  • Page 97 CTI.EventData.csrsmstatdata.datavalue(5 ): 0 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(6 ): CallsAnsweredDelay 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datavalue(6 ): 0 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(7 ): CallsWaiting 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datavalue(7 ): 4 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(8 ): MaxWaitingTime # P0606089 Ver: 1.1 Nortel Networks Confidential Example Log Files Page 97...
  • Page 98 PeriProducer CTI Toolkit User’s Guide for M1 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datavalue(8 ): 26 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(9 ): WaitingTime 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datavalue(9 ): 104 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(10): CallsAnsweredDelayAtSkillset 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datavalue(10): 0 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(11): CallsGivenTerminationTreatment 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datavalue(11): 0 03/20/01 13:38:52 CTI.EventData.csrsmstatdata.datakey(12): CallsOffered...

  • Page 99: Index

    Index...
  • Page 100 PeriProducer CTI Toolkit User’s Guide for M1 Index conventions manual viii description CTI Toolkit blocks Agent Function CTI Init Device Statistics Data Log Message Register Device Send TAPI Call Data Send TAPIsccs Call Data Set Event Handling Telephony Event Data...

  • Page 101: Glossary Of Cti Terminology

    Glossary of CTI Terminology...
  • Page 102 (bridged) simultaneously. Call conferencing requires the CDP 2000 equipped with an MSP-10 module (in a CDP slot) for each six caller party. For additional information, see the MPS System Configuration Reference Manual. The automated management of telephone input and output. Nortel Networks Confidential # P0606089 Ver: 1.1...
  • Page 103 The part of Symposium Call Center Server that runs on a personal computer or workstation and relies on the server to perform some operations. See also server. See supervised referral. Acronym for Computer Telephony Integration. Nortel Networks Confidential Glossary of CTI Terminology Page 103...
  • Page 104 Other types of elements that may be stored in an MMF include fax and TDD data. MMF data files have .mmd extensions. MMF.mmd Audio Data File Contrast with index file. Nortel Networks Confidential MMF.mmi Element index EAP#1 File EAP#2 EAP#3 # P0606089 Ver: 1.1...
  • Page 105 Element Access Pointer. The actual record number within a MultiMedia file. The EAP correlates to an element’s position within the file. MMF.mmd Audio Data File For additional information, see the PeriStudio User’s Guide. Nortel Networks Confidential Glossary of CTI Terminology MMF.mmi EAP#1 Element Index EAP#2 File...
  • Page 106 (type:data card, length-one numeric) y4 (type:data card, length-one numeric) For additional information, see the PeriProducer User’s Guide. Host Data Exchange. The set of keys used to order and access indexed database files. Nortel Networks Confidential # P0606089 Ver: 1.1...
  • Page 107 For additional information, see the MPS System Configuration Reference Manual. Acronym for Nortel Networks Media Processing Server Series. The hardware and software needed to create a call processing environment. The MPS system consists of MPS software (including ASE and VOS) and a TMS.
  • Page 108 The PeriView tool used to access an MPS shell. Use the VSH tool to issue commands and send messages to active VOS processes. You can start an MPS shell for each MPS in the network. Nortel Networks Confidential # P0606089 Ver: 1.1...

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