Cti With Ip Office - Avaya IP Office 8.1 Product Description

15. Computer Telephony Integration
Computer Telephony Integration (CTI) is about bridging the gap between the telephone system and business
applications. On IP Office, this is achieved by use of the IP Office CTI Link, a CTI middleware product and
Software Developers Kit.
On IP Office, CTI is delivered through adherence to open standards. This gives businesses access to a wide
range of third-party solutions, addressing vertical markets, and designed to meet their requirements. For
developers, migrating their offering from other platforms to IP Office is quick and easy, and the advanced CTI
features IP Office offers makes it easy to demonstrate full integration, and more business benefits.
IP Office provides two levels of CTI interoperability: CTI Link Lite, which is free of charge, provides all the
functionality required to support the vast majority of applications, including screen-popping, and many third-
party products.
CTI Link Pro provides enhanced functionality, including the ability to control multiple telephones and gives
access to advanced call center operation.
Because IP networking is integrated into the IP Office system, all CTI is done through the LAN. This introduces
additional points of failure, as well as relying on non-standard interfaces and handsets. On IP Office, all devices
can be used with CTI.

CTI with IP Office

IP Office offers a significant CTI capability. Six interfaces are currently supported:
TAPILink Lite
·
Provides first-party CTI support for Microsoft TAPI 2.1 and TAPI 3.0, so each PC can control or monitor
one phone. The software components are supplied with the IP Office system on the User CD, and do
not required a license key for use.
TAPILink Pro
·
Provides third-party CTI support for TAPI 2.1 and 3.0. These components are identical to their first-
party equivalent; the presence of the CTI Link Pro RFA license key (which can be purchased in the
usual way for products) enables this additional functionality.
TAPI-WAV driver
·
Provides software-based support for voice processing. The TAPI-WAV driver is for use with TAPI 2.1
only; for TAPI 3.0, IP Office supports the Media Service Provider (MSP) interface, defined by Microsoft
in TAPI 3.0. This functionality will only work in conjunction with CTI Link Pro and also requires TAPI
WAV licenses. Each license enables 4 ports of voice processing.
DevLink Pro
·
Provides a real-time event stream in addition to the SMDR interface provided in IP Office SMDR. The
real-time event stream takes the form of a call record, which is issued whenever the state of any
endpoint of a call changes (typically there are two end points on a call, but for some circumstances,
such as conference calls, intruded calls there may be more).
IP Office SMDR
·
Provides an interface to obtain SMDR events. A comma-separated record is issued for each call, when
the call is completed. This interface is designed for call accounting and call billing applications. The IP
Office SMDR can be output direct from the IP Office control unit to a designated IP address and port.
IP Office Software Development Kit
·
This toolkit is delivered on a single CD, containing the developer documentation for TAPILink Lite,
TAPILink Pro, DevLink Lite and DevLink pro, as well as pre-compiled programs for exploring TAPI 2.1
and 3.0. In addition, example source code is included, making it easy for developers to become
familiar with IP Office CTI interfaces.
Product Description
IP Office 8.1
© 2012 AVAYA All rights reserved.
Page 341
Issue 26.k.- (16 August 2012)