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Pitney Bowes EDGE 7.11 Reference Manual

Pitney Bowes EDGE 7.11 Reference Manual

Telephony gateway
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EDGE 7.11 Telephony Gateway
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Summary of Contents for Pitney Bowes EDGE 7.11

  • Page 1 EDGE 7.11 Telephony Gateway Reference Manual...
  • Page 2 Portrait, EDGE, TELEMAR, TeleBusiness, and EDGE SDK and all their constituent components are proprietary program product material and are the sole property of Pitney Bowes No sale, reproduction or other use of this program prod- uct is authorized except as granted by written agreement with an authorized officer of Pitney Bowes, One Global View, Troy, NY 12180.
  • Page 3 PHONY commands supported through the use of this software prod- uct. If specialized telephony development is required, knowledge about the EDGE programming environment is assumed. For general information about EDGE, refer to the EDGE 7.11 Devel- oper Reference Manual. Telephony Gateway Reference Manual...
  • Page 4 How to Use This Manual How This Manual is Organized This manual includes 12 chapters, 12 appendices, and an index. Chapter 1, Introduction, is a general introduction to the features of the EDGE Telephony Gateway. Chapter 2, Architecture, describes the EDGE telephony software and server architecture.
  • Page 5 How to Use This Manual Chapter 9, Host-Based Routing, describes host based routing, includ- ing the setup and servers. Chapter 10, Telephony Events, describes how to setup and use tele- phony events. Chapter 11, Files, Fields, and Screens, describes the ctree files, log files, SYS file fields, and screens used with telephony.
  • Page 6 How to Use This Manual Appendix E, Aspect Contact Server, describes features of the EDGE Telephony Gateway specific to Aspect Contact Server. Appendix G, CallPath, describes features of the EDGE Telephony Gateway specific to CallPath. Appendix H, CV/LAN, describes features of the EDGE Telephony Gateway specific to CV/LAN.
  • Page 7 How to Use This Manual Pitney Bowes Technical Support Pitney Bowes Technical Support If you need assistance, contact Pitney Bowes Technical Support. Voice +1 (800) 232 3343 (USA and Canadian customers only), or +1 (888) 507 5285 (international direct dial).
  • Page 8 How to Use This Manual Telephony Gateway Reference Manual...
  • Page 9 How to Use This Manual Documentation Conventions Command Syntax The syntax for any command is described under the heading Syntax. This describes all the options and properties that can be used, in the order that they must be entered. In the definitions, the following conventions are used: •...
  • Page 10 How to Use This Manual • Aspect • Aspect Contact Server • CallPath • CV/LAN • Genesys Dialer/PBX Gate- For the purposes of this document, the following telephony systems ways support both Dialer and PBX features: • EDGEdial Plug-in • Davox •...
  • Page 11 How to Use This Manual • ASAI. • ASAI API. • CV/LAN 3000. • CV/LAN PC. • CV/LAN with MAPD. ANI and DNIS Ter- Automatic Number Identification (ANI) and Dialed Number Identifi- minology cation Service (DNIS) are services that can be provided with a tele- phone switch.
  • Page 12 Introduction Overview Telephony is defined in Newton’s Telecom Dictionary as “the science of transmitting voice, data, video, or image signals over a distance.” Telephony is essentially the classic business of telephone companies, often otherwise called telecommunications. Telephony combined with computing results in a new technology called Computer Telephony Integration (CTI).
  • Page 13 Introduction Overview In its basic form, CTI allows telephony functions to be performed from a computer terminal. This can consist of simple dialing (known as preview dialing), conferencing multiple parties onto a single call, or any other function otherwise performed from the telephone itself. The EDGE Telephony Gateway provides support for the following: •...
  • Page 14 Introduction Inbound Calling Inbound Calling With inbound calling, calls are routed to agents with synchronized voice and data screen pops. With the EDGE Telephony Gateway, inbound calls are routed to agents using one of the following methods: • Switch Based Routing.
  • Page 15 Introduction Inbound Calling If the ANI is provided by the switch and the caller’s telephone number is a key (primary or secondary) to the customer data- base, the record for the caller can be retrieved. Host-Based Host-based routing (HBR)determines which agent or group of agents Routing is to handle each inbound call.
  • Page 16 Introduction Outbound Calling Outbound Calling With the EDGE Telephony Gateway, calls can be dialed using the fol- lowing basic methods: • Predictive Dialing. • Preview Dialing. Predictive Dialing Predictive dialing is an automated method of making outbound calls and passing connected calls to agents. Predictive dialing frees agents from time spent pulling up and reviewing a record, dialing the phone number, then potentially listening to rings, encountering a busy signal, or hearing an answering machine.
  • Page 17 Introduction Outbound Calling cally the predictive dialer disconnects upon determining there is no agent to take the call, but some systems support playing a message to the customer asking them to hold. Nuisance calls are unavoidable in a predictive environment because pacing requires that more phone numbers are dialed than there are available agents.
  • Page 18 Introduction Outbound Calling routes the agent to the first outbound screen of the applicable proj- ect, and presents the customer data. Preview Dialing Preview dialing allows agents to initiate dialing from EDGE. It saves the agents from dialing the telephone manually, thereby reducing inaccurate dials.
  • Page 19 Introduction Blended Calling Blended Calling Blended calling occurs when agents receive a mix of inbound and outbound calls during the same login session. Typically, agents are primarily specified as inbound or outbound agents and will work mostly in that area, using blended calling to handle peaks in inbound calling.
  • Page 20 Introduction Other CTI Features outbound calls based on the agent’s setup on the Davox system. This is transparent from the EDGE side. The appropriate project screen (inbound or outbound) is displayed to the agent based on the call information. For Call Blending capabilities with the Avaya Proactive Contact sys- tem, please see the Avaya Proactive Contact section of this manual.
  • Page 21 Architecture Overview The EDGE Telephony Gateway provides a means of communicating with a telephony device from a guide or task. The software and server architecture of the server side EDGE Telephony Gateway mod- ule is discussed in this chapter. Client side telephony integration ( e.g Genesys Version 8 ) is achieved through Guide telephony requests and events being routed via the client executable.
  • Page 22 Architecture Software Architecture Software Architecture The EDGE Telephony Gateway consists of a generic layer of software, a telephony device-specific layer, and a protocol translation layer that lies in between, as shown in Figure 2-1. These layers perform the following functions: •...
  • Page 23 Architecture Software Architecture EDGE Software System EDGE Generic Telephony Layer Telephony Protocol Translation Layer Telephony Device specific Message Layer Dialers Figure 2-1. Telephony Server Architecture Telephony Gateway Reference Manual...
  • Page 24 Architecture Server Architecture Server Architecture The following are the components of the server architecture: • Telephony Servers. • Shared Memory. • Message Queues. A set of interprocess communication (IPC) telephony servers is used to pass messages via message queues and shared memory, between EDGE and the telephony device as shown in Figure 2-2.
  • Page 25 Architecture Server Architecture Message from Agent Guide Server Message from Device Guide server message queue Guide server Database server message message queue queue Telephony Device Agent XGUIDE Database Server Switch Database server message queue Database server Client message Switch server message queue queue message queue...
  • Page 26 Architecture Server Architecture Guide server A member of the generic set of telephony IPC servers. Processes requests from EDGE operations (XGUIDE) by sending messages to the telephony device. Message A transport mechanism for IPC messages coming from an IPC server. Queues Switch server A member of the generic set of telephony IPC servers.
  • Page 27 Architecture Server Architecture • CV/LAN Server. • Data Server. • Host-Based Router Server. • IVR Gateway Server. • Secondary Database Server. • EDGEdial Server. • Server. With the exception of the CV/LAN server and TMI server, if additional servers are used, any actions taken on the generic set of telephony servers affect them as well;...
  • Page 28 Architecture Server Architecture Generic Set of Telephony Servers Guide server, Switch server, and Database server make up the generic set of telephony servers. One generic set of telephony servers communicates with one tele- phony device. EDGE supports 4096 sets of telephony servers running concurrently per machine.
  • Page 29 Architecture Server Architecture tpdb_server For the Dialer gateways, Davox, the EDGEdial plug-in, and TMI, the server process for the database server. tpserver Command The tpserver command can be executed explicitly from the com- mand line or implicitly using the TELEPHONY verb Update Telephony Servers command to: •...
  • Page 30 Architecture Server Architecture All of the tpserver command options can be used with a set of tele- phony servers that are already running or when restarting the serv- ers. Syntax tpserver -z {server-id} {options} options The following options can be specified: –C Specifies the path to the console that the set of servers uses to report critical error messages.
  • Page 31 Architecture Server Architecture –k Stops the set of telephony servers. This option removes the associated message queues and shared memory. If predictive dialing is used, the servers are stopped only if there are no pending database server requests. The set of servers is automatically restarted upon the next telephony command;...
  • Page 32 Architecture Server Architecture –r Stops and restarts the set of telephony servers, preserving all messages in the message queues and the shared memory currently utilized. Pro- vides the least disruption to EDGE telephony agents, but provides a minimal initialization. Only available from the command line. –R Immediately moves the log files for a set of run- ning servers.
  • Page 33 Architecture Server Architecture Automatic Client Queue Maintenance When the telephony server detects the client queue is full of mes- sages, it will begin the process of removing dead messages from the client queue. Messages which have been on the queue for 180 sec- onds or more OR the corresponding XGUIDE that is supposed to read the message from the queue no longer exists, tpserver will delete the message from the queue.
  • Page 34 Architecture Server Architecture Data Server If the Lucent Conversant VRU Plug-in for the IVR Gateway has been enabled, the data server to support a Conversant VRU becomes part of the generic set of telephony servers. The data server process is tpds_server.
  • Page 35 Architecture Server Architecture Host-Based Router Server If host-based routing has been enabled in the telephony device, the host-based router server becomes part of the generic set of tele- phony servers. The host-based router process is tphbr_server. For more information, see the section Host-Based Routing Server.
  • Page 36 Architecture Server Architecture Note: Only supported with the Dialer Gateways, Davox, the EDGEdial plug-in, and TMI. The secondary database server improves the performance of the pre- dictive dialing system by processing the queue transfers that can be time-consuming in a high volume system. With the secondary data- base server processing all of the queue transfers, the database server is free to process high priority messages such as connects and Open...
  • Page 37 Architecture Server Architecture REQUEUE Utility An ACL utility, REQUEUE, allows you to transfer all calls from the DIALER queue to the call’s source queue. REQUEUE is designed to clean up the DIALER queue when a campaign has closed and some calls remain in the DIALER queue.
  • Page 38 Architecture Server Architecture To execute the REQUEUE utility: After the campaign closes, determine if the DIALER queue is empty by running a Queue Detail Report using EDGE Devel- oper. If the DIALER queue still has calls and all campaigns for that project are closed, run the REQUEUE utility.
  • Page 39 Architecture Server Architecture TMI Server An additional server is used by the Telephony Messaging Interface (TMI) to communicate between the third-party telephony device and Generic Set of Telephony Servers. This server must be built by the customer using the TMI messages. Because it is custom built by each customer, the process may use any name.
  • Page 40 Architecture Server Architecture • Information on the agent’s current state (for example, Avail- able). Messages containing data that changes any of these items cause the shared memory to be updated. For example, if the guide server pro- cesses a request to make an agent unavailable, the shared memory is updated by the switch server after the telephony device responds that the agent has been successfully made unavailable.
  • Page 41 Architecture Server Architecture Guide Server Database Server Shared Memory Switch Server Figure 2-3. Shared Memory Update For example, assume the telephony device specifies 50 campaigns. The set of telephony servers start with 40 campaigns opened for the morning shift. At the end of the shift, all 40 campaigns are closed, but the set of telephony servers is not stopped.
  • Page 42 Architecture Server Architecture Message Queues Message queues are a UNIX transport mechanism. The generic set of telephony servers sends messages via message queues, as shown in Figure 2-2. The following message queues are used by the EDGE Telephony Gateway: Guide server Holds messages received from the XGUIDE for the guide server.
  • Page 43 Architecture Server Architecture phony server number, which is defined when the telephony device record is created. The key always includes the hexadecimal characters aba, concate- nated with the telephony server number (converted from decimal to hexadecimal) and an additional number that indicates which mes- sage queue it is.
  • Page 44 Architecture Server Architecture aba is constant 21 indicates the guide server queue aba 22b 21 22b is the hex value for the telephony server number 555 Figure 2-4. Message Queue ID Nomenclature The UNIX command ipcs can be used to obtain information about the status of each message queue.
  • Page 45 Architecture Server Architecture XGUIDE via the database server message queue to the data- base server. The database server processes these, then returns them using the guide server message queue to the guide server for transmission to the telephony device. Messages from agents that do not require additional EDGE data are directly transmitted by the guide server from the guide server message queue to the telephony device.
  • Page 46 Setup Overview To use the EDGE Telephony Gateway, there are setup requirements both on the gateway and within EDGE. These steps allow the two systems to work together in a full CTI integration. The gateway setup (if any) is described in the respective appendix. An overview of all setup steps for both PBX Gateways and Dialer Gateways is presented in this chapter.
  • Page 47 Setup Telephony Setup Steps Telephony Setup Steps To set up telephony functionality in EDGE, perform the following steps: • Enable the TELEPHONY Gateway. • Set up the telephony device using the Device command. • Specify the telephony features using the Configuration com- mand on the Options tab.
  • Page 48 [connOptions] section of the EDGEO.INI file to 127. If using socket connections, the specialBreakCode option is ignored. For informa- tion on modifying the EDGEO.INI file, see the EDGE 7.11 EDGE Client Reference Manual. Note: The setup steps can be performed in any order.
  • Page 49 Setup Enable the TELEPHONY Gateway Enable the TELEPHONY Gateway The EDGE Telephony Gateway is an optional module and requires additional licensing. This module can be enabled during the installa- tion or upgrade of EDGE, or any time thereafter. It must be enabled before any setup can be done.
  • Page 50 Setup Enable the TELEPHONY Gateway Note: Additional information is requested when enabling EDGEdial. For more information on enabling EDGEdial, see Appendix Table 3-1. Module Enable by Gateway Gateway Module_enable Aspect module_enable ASPECT Aspect Contact Server module_enable ASPECT.CS CallPath Avaya Definity module_enable CALLPATH.ATT CallPath Northern Telecom Meridian module_enable CALLPATH.NTI CallPath ROLM...
  • Page 51 Setup Enable the TELEPHONY Gateway A record is written to the TPHNY_INTF file, using the gateway as the record ID. For information on the TPHNY_INTF file, see the section EDGE Files Used by Telephony. The module_enable procedure enables the appropriate libraries and verbs.
  • Page 52 Setup Enable the TELEPHONY Gateway Go to either the guide area in a project or the task area. Add or modify a task or logic. EDGE Developer for Windows will first reload the verbs from the server. The TELEPHONY verb loads at this time.
  • Page 53 Setup EDGE Telephony Area EDGE Telephony Area The EDGE Telephony area contains a set of system level commands that allow you to set up the EDGE Telephony Gateway. To display the Telephony options, select the following: Telephony Area Telephony Gateway Reference Manual...
  • Page 54 Setup EDGE Telephony Area Tabs Callset Defines the dialer campaign, calling queues, projects, and callset properties. This property is only used with the Dialer Gateways and EDGEdial. Coded Project Associates DNIS numbers, VDN numbers, or codes with EDGE projects for routing of inbound calls. This property is only used with the PBX Gateways and TMI.
  • Page 55 Setup EDGE Telephony Area Configuration Specifies the types of telephony to be used. This causes the Auto- Dial or Auto-Receive buttons to be enabled on the EDGE client Call Center screen. Transfer Specifies data to be transferred to the predictive dialer.
  • Page 56 Setup Device Device To configure a telephony device, select the following: Telephony area / Device tab The Device tab contains the Update Telephony Servers button, which issues the Update Telephony Servers command. Telephony Gateway Reference Manual...
  • Page 57 Setup Device Update The Update Telephony Servers command updates the telephony Telephony servers with the following options set in the telephony device: Servers • Sets the console log path; often used to change the path of messages in the case the current console is in use. •...
  • Page 58 Setup Device General Tab The General tab is similar to the following: Telephony Gateway Reference Manual...
  • Page 59 Setup Device Properties: Device type The type of gateway used; select the gateway name from the list. Telephony server A number from zero to 4096 that uniquely identi- fies each set of telephony servers running concur- number rently on a machine. The default is zero. Interface type The manner by which the telephony device is attached to EDGE.
  • Page 60 Setup Device Properties: (continued) This property is not used with the Aspect Gateway. Callcenter The data system address defined in the Aspect Data System InterLink Record on the CallCenter address machine. This is defined by an Aspect administra- tor. Note: This is not the IP address. When you first go to the General tab for a new device, the screen displays the property Internet...
  • Page 61 Setup Device Properties: (continued) For EIS, set this to 5000 or the output value set on the EIS system. For Aspect, this must match the port defined in the Aspect Data System InterLink Record on the Call- Center machine. Typically this is defined by an Aspect administrator.
  • Page 62 Setup Device Properties: (continued) For CV/LAN, set this to 5051 or the tcp output set in the tp2as command script. If using multiple tpas_servers, each EDGE must have a unique input and output path set to match the value in each tp2as program.
  • Page 63 Setup Device Properties: (continued) Remote timeout Interval, in seconds, on the remote host during which a connection response will be sought. Used with Genesys ADDP connections only SSL connection Only used with Aspect Pro-active Contact settings Verify server cer- When checked, the server certificate supplied by the remote host will be verified against local certif- tificate icates.
  • Page 64 Setup Device Properties: (continued) Auto shutdown If checked, the set of telephony servers is termi- nated when the last agent logs off. If using a socket Interface type, there is a delay before agents can use telephony again while the socket resets itself. For dialer gateways, due to the REQUEUE proce- dure, there can be a five-minute delay before the dialer can be restarted and operations resume if...
  • Page 65 Setup Device Properties: (continued) This property is only used with the Aspect Gateway. Telephony events Specifies whether telephony events are used with this device. For more information, see Chapter 10, Telephony Events. This property is not used with the Davox and EIS Gateways.
  • Page 66 Setup Device For information on this tab, see the Comverse Reference Manual. Connection Tab The Connection tab specifies additional properties for the connec- tion of EDGE to the telephony device. Telephony Gateway Reference Manual...
  • Page 67 Setup Device Properties: ACT properties Only used with the ACT gateway. Retained for backward compatibility. Telephony Gateway Reference Manual...
  • Page 68 Setup Device Properties: (continued) Save connection Specifies whether the assigned connection ID for the call is retained while the agent logs into EDGE. If checked, when an agent receives a call before logging into EDGE, the agent can subsequently log into EDGE and manipulate the call using the EDGE telephony functions.
  • Page 69 Setup Device Properties: (continued) Switch name The CallPath switch ID. The possible values are SWITCH01 - SWITCH04. The default is SWITCH01. This property is only used with the CallPath Gateway. TMI Config The values automatically sent to the third-party telephony device in the CONFIG message when the EDGE Telephony servers start.
  • Page 70 Setup Device Properties: (continued) Data field The CCT field used to pass data to an agent. The default is DATA_E. DNIS field The CCT field used to provide DNIS information during a call. The default is DATA_C. This property is required if Event Bridge is not used;...
  • Page 71 Setup Device Properties: (continued) Make agent If checked, the agent is placed in Unavailable mode when the Cancel button is selected on the Auto- unavailable on Receive screen; otherwise, the agent is logged out cancel of all ACD queues and off the switch. Campaign Setup The Campaign setup tab specifies additional properties for the tele- phony device.
  • Page 72 Setup Device Properties: Maximum cam- The maximum number of callsets that can be opened in EDGE per server session. Shared mem- paigns ory is allocated for the number of callsets at the time the set of telephony servers starts. It is rec- ommended this be set 20% higher than the maxi- mum number of callsets you expect to use.
  • Page 73 Setup Device Properties: (continued) Detect answer machine, agent must say ’Hello’. Do not detect answer machine, agent must say ’Hello’. This property is currently used with the SER gateway only. Update STATUS on Dialer Status codes that update the STATUS file TP.COUNT field if returned by the dialer.
  • Page 74 Setup Device Properties: (continued) Logon sequence If using EAS with CV/LAN, the sequence executed on the phone to automatically log the agent into ACD groups when the TELEPHONY verb Open Link to Hardware command executes. The proper sequence is the code dialed on the phone plus the following metacharacters indicating whether the agent’s ACD group, agent’s extension, or both must be dialed:...
  • Page 75 Setup Device Properties: (continued) Logoff sequence If using EAS with CV/LAN, the sequence executed on the phone to log the agent out of ACD groups when either the TELEPHONY verb Close Link to Hardware command executes, the Agent Logoff command executes, or the agent exits the Project Selection screen.
  • Page 76 Setup Device Properties: (continued) The agent’s extension and ACD groups. This property is only used with the CV/LAN Gateway. Wrap up sequence The sequence to execute on the operator’s phone when the TELEPHONY verb Make Agent Unavail- able command is used with the work mode Wrap Up.
  • Page 77 Setup Device Properties: (continued) Use EIS RD for pre- Specifies whether to use the EIS RD command to transfer records to the dialer for preview dialing. view This allows for a true preview call, where the agent is notified of the call progress whether it is a busy, ring no answer, or a connect.
  • Page 78 Setup Device Properties: (continued) Strip area code Specifies whether the area code for the phone number should be removed when the phone number is sent to the predictive dialer. The area code is only stripped from numbers with the same area code as specified in EDGE Developer Site Setup.
  • Page 79 Setup Device Properties: (continued) The phone number with the prepended digits will appear in the $TP.DNIS field. For example, where the phone number is 9496226200, and the pre- pend digit is 1, the $TP.DNIS field will contain 19496226200. If using the EDGEdial Plug-in to dial long distance calls, setting this property is recommended.
  • Page 80 Setup Device Davox Tab The Davox tab is used to enter the Davox setup information. This tab is only used with the Davox Gateway. Telephony Gateway Reference Manual...
  • Page 81 Setup Device Properties: Admin link TCP port The port used to communicate with the Admin Link. The admin link performs cam- paign control functions (for example, open campaign, set campaign parameters, close campaign, and put records), and dynamic record feed (DRF) functions (for example, update the call table with new records).
  • Page 82 Setup Device Properties: (continued) Note: Disposition codes added for one device are available for all devices; they do not need to be entered again. Adds a new code. Specify the code ID and the Description. Delete Deletes the highlighted code. Replace Modifies the highlighted code.
  • Page 83 Setup Device Properties: (continued) Specify the first port number, and the other port is automatically calculated as an incre- ment. For example, if 5001 is specified, the port 5002 is used as well. It is recommended this be set to 5001 to pre- vent conflicts with other programs.
  • Page 84 Setup Device Properties: (continued) The value for this property is also used as the default if no value is specified in the Agent Logoff command. Maximum agents The maximum number of agents that can be logged into EDGE using Davox telephony. This value is used by the tpun_server to allocate the number of threads available for the wsapi server (one per agent).
  • Page 85 Setup Device Properties: (continued) Maximum retries The number of times to attempt to initiate the following: • Connection between the tpadmin server and the tpun_server. • Connection between the tpwsapi server and the tpun_server. • Connection between the tpadmin and tpwsapi servers, and the Davox system.
  • Page 86 Setup Device HBR (Host-Based The HBR tab specifies additional properties for configuring the host- Routing) Tab based router and data server options for a telephony device. This tab is not supported with the Dialer Gateways. This tab is not sup- ported with the Davox Gateway.
  • Page 87 Setup Device Properties: Enable host- If checked, the servers use host-based routing instead of switch-based routing. based routing Note: HBR is not enabled unless this checkbox is checked and the VDN list contains one or more VDNs. Enable DNIS If checked, on every inbound connect the data server will determine if the ISDNINDEX file has been modi-...
  • Page 88 Setup Device Properties: (continued) Maximum The maximum number of HBR serv- ers that should be started for an threads EDGE account. There is no limit to the maximum, except the UNIX sys- tem capacity. Typically this would not be greater than 5. The default is 2.
  • Page 89 Setup Device Properties: (continued) Total threads The total number of HBR servers that can be running at one time. The per EDGE default is the number of projects x 2. If the value specified is different than the total possible number of servers (max threads x # of HBR servers), it is adjusted to the correct value.
  • Page 90 Setup Device IVR Tab The IVR tab specifies properties for configuring the IVR Gateway optional module for a telephony device. For information on this tab, see the IVR Gateway Reference Manual. Telephony Gateway Reference Manual...
  • Page 91 Setup Device Reporting Tab The Reporting tab allows you to select where log messages are writ- ten. Telephony Gateway Reference Manual...
  • Page 92 Setup Device Properties: Log connect Specifies whether to log connect messages returned from the dialer in the switch log. messages This property is only used with the Dialer Gateways. Specifies whether to log non-connect messages returned from the dialer in the switch log. non-connect messages This property is only used with the Dialer Gateway.
  • Page 93 Setup Device Properties: (continued) The logging option group box properties include: Debug Entries that do not fall into the other categories. For example, the messages "Log files rolled" and the list of tele- phony device properties are consid- ered debug messages. Exit Entries related to the termination of the set of telephony servers including nor-...
  • Page 94 Setup Device Properties: (continued) This property is only used with the Dialer Gateways and EDGEdial. Pend mes- Entries related to placing pending mes- sages in queues for the telephony serv- sage ers. Queue mes- Entries related to placing messages in queues and retrieving messages from sage queues.
  • Page 95 Setup Device EDGEdial Tab The EDGEdial Tab is used to enter EDGEdial dialer algorithm and PBX-interface setup information. Note: The data shown in the screen capture is an example of settings for EDGEdial for CV/LAN. This tab is only used with the EDGEdial Plug-In. Telephony Gateway Reference Manual...

  • Page 96: Table Of Contents

    Setup Device Properties: Agent ext field The data variable used to pass to Aspect, Aspect Con- tact Server the extension of the agent who will receive the call from the dialer; can be one of the following: DATA_A. DATA_B. DATA_C. DATA_D.
  • Page 97 Setup Device Properties: (continued) Dialer Input The input TCP port for socket communication between the set of telephony servers and the dialer. paths/TCP This differs from the port specified on the Connection ports in that this port is the path for communication between the telephony servers and the dialer;...
  • Page 98 Setup Device Properties: (continued) Maximum The maximum number of trunk groups that can be used for all campaigns. This value is used to allocate trunk groups shared memory, so it is recommended that it is set to an integer approximately 1.5 times greater than the expected maximum.

  • Page 99: Agent Ext Field

    Setup Device Properties: (continued) Record ID field The Aspect and Aspect Contact Server data field used to pass the PDW_QUEUE record ID from EDGE to Aspect to enable a screen pop once a call is dialed; can be one of the following: DATA_A.

  • Page 100: Data_C

    Setup Device Properties: (continued) For CV/LAN, this property contains the switch defined access code to access the outbound trunk lines. If a Trunk Access Code is not specified on the EDGEdial/ CTI tab in the Callset area, this access code is used as the default.
  • Page 101 Setup Device Properties: (continued) For CV/LAN, specify the vector directory number (VDN) to be used by the dialer. For information on how the vectors must be defined, see the section Cre- ate and Define Vector. This property is only used for EDGEdial for CV/LAN. Telephony Events The Telephony Events tab specifies properties for configuring tele- phony events for a telephony device.
  • Page 102 Setup Options Options The Options tab has the following commands: • Configuration. • Host Based Router Information. Configuration The Configuration command activates the EDGE Telephony Gateway for a specific project. To view or modify the configuration, select the following: Telephony area / Options tab / Configuration command Telephony Gateway Reference Manual...
  • Page 103 This operator makes maintenance easier. For infor- access mation on defining operator access, record see the EDGE 7.11 Developer Refer- ence Manual. Select Specifies whether the DNIS value, VDN value, or the two in sequence project...
  • Page 104 Setup Options Properties: (continued) The project is selected based on the vector direc- tory number (VDN) value returned by the switch. VDN/ The project is selected based on the VDN value DNIS returned by the switch. If t h e V D N v a l u e i s n o t mapped, the DNIS value is used to select the project.
  • Page 105 For infor- access mation on defining operator access, record see the EDGE 7.11 Developer Refer- ence Manual. This property is only used with the Dialer Gateways and the EDGEdial Plug-in. Enable coded If checked, activates the Coded Project button on...
  • Page 106 Setup Options Properties: (continued) This property is only used with the PBX Gateways. Note: Note: If preview dialing is being used exclusively, either the Use telephony automatic inbound feature property or the Use tele- phony automatic outbound feature property must be checked in order for telephony to function correctly.
  • Page 107 Setup Options This command is only used with the PBX Gateways and TMI. For information on defining a host-based router for a project, see the section Setting Up Host-Based Routing. Telephony Gateway Reference Manual...
  • Page 108 PBX Setup Overview AIT EDGEdial Plug-In  Aspect  Aspect CS  CallPath Avaya  CallPath Nortel  CallPath ROLM  CV/LAN Davox Davox ext. call table Davox w/out admin  Genesys Avaya  Genesys Nortel  TMI Telephony Gateway Reference Manual...
  • Page 109 PBX Setup After setting up the device and workstation IDs for PBX Gateways, you can perform the following: • Coded Project. Note: If your guide does not use automatic inbound telephony, but instead uses the TELEPHONY Verb to duplicate this functionality, no coded project selections are needed.
  • Page 110 PBX Setup Coded Project Coded Project Coded Project maps the DNIS (Dialed Number Identification Service) or VDN (Vector Directory Number) value for each incoming phone line on the gateway to a corresponding EDGE project. The VDN can be mapped for each defined vector on the gateway to a correspond- ing EDGE project.
  • Page 111 PBX Setup Coded Project Default Mapping A default record can be defined by specifying DEFAULT as the code in the property Coded project selection setup; EDGE uses the DEFAULT record for any DNIS or VDN number that is not mapped to an EDGE project.
  • Page 112 PBX Setup Coded Project Properties: Coded proj- The DNIS or VDN number to be set up. Your entry can be up to 10 characters. To create a default record, enter the ect selection word DEFAULT. For more information, see Default Map- setup ping.
  • Page 113 PBX Setup Coded Project The records set up using this feature are stored in the file ISDNINDEX. For the file layout of the ISDNINDEX file, see Appendix Telephony Gateway Reference Manual...
  • Page 114 Agent Setup Overview To use the EDGE Telephony Gateway, a workstation ID must be setup for each agent. This section describes the following: • Precedence of Workstation ID Settings. • Workstation ID Properties. • Setting the Workstation ID Telephony Gateway Reference Manual...
  • Page 115 Agent Setup Precedence of Workstation ID Settings Precedence of Workstation ID Settings Workstation ID properties can be set up in several places within EDGE. As a result, workstation ID properties set in certain areas can override other settings within EDGE. For example, assume the EDGE client station setup is defined at a workstation specifying an inbound extension of 1000.
  • Page 116 Agent Setup Workstation ID Properties Workstation ID Properties The workstation ID properties define an agent’s access for the EDGE Telephony Gateway. The information specified for the workstation ID varies depending on the gateway. The following properties are sup- ported: Alias For CallPath, the ID used to uniquely identify this agent on the switch.
  • Page 117 Agent Setup Workstation ID Properties • If using a Logon sequence, specify any string to append at the end of the sequence; typically this is a password. • If not using a logon sequence, specify any value to be used for the agent logon; typi- cally this is a password.
  • Page 118 Agent Setup Workstation ID Properties Available mode Mode to be used when the agent is made available implicitly when logging in or returning to the Auto- Receive screen, or when the Make Agent Available command is executed; the possible values vary depending on the gateway.
  • Page 119 Agent Setup Workstation ID Properties Inbound Explicit is often used in applications where the agent must perform additional guide processing after disconnecting a call. It prevents agents from receiving new calls while performing after call guide work for the previous call. Inbound P l a c e s t h e a g e n t i n a u t o m a t i c inbound mode.
  • Page 120 Agent Setup Workstation ID Properties For Davox, specify the default Termination Code the agent in the available mode property. A termina- tion code must be specified for agents to receive a new call after disconnecting. The agent’s available mode is determined from the type of campaigns to which the agent is assigned.
  • Page 121 Agent Setup Workstation ID Properties For CV/LAN without EAS, specify the group numbers (separated with colons) followed by a pound sign (#), then the agent ID. For example, to log in to groups 94 and 95 with agent ID 2850, specify 94:95#2850.
  • Page 122 Agent Setup Workstation ID Properties This property is only used with the PBX Gateways. Information The groups the agent is assigned to for accumulat- ing agent statistics for reporting. This property is groups optional. This property is only used with the Rockwell Gateway. Outbound The agent extension used to dial calls.
  • Page 123 Agent Setup Workstation ID Properties Supervisor sign- The ID used to associate a supervisor with a directory number in the Spectrum database. This association in number allows supervisors to be identified on reports. This is an optional property; specify a value between four and nine numeric digits long.
  • Page 124 Agent Setup Workstation ID Properties Unavailable Mode to be used when an agent is made unavailable implicitly when cancelling on the Auto-Receive or mode Auto-Dial screen, exiting from the Project Selection screen, or when the Make Agent Unavailable com- mand is executed. The different modes place agents in a state where they do not receive calls.
  • Page 125 Agent Setup Workstation ID Properties Make Busy The agent is unavailable for calls. Normal For Davox, makes the agent unavail- able for calls when all calls that have been dialed for that agent using the pacing method are complete. Once the unavailable command is issued, the agent may still receive one or more new calls.
  • Page 126 Agent Setup Workstation ID Properties Once the pending calls have been answered, the agent will be made unavailable and EDGE Client will route the agent to the project selec- tion screen. Priority 1 Releases the agent either at the end of a call or while waiting for a call, without regard to the impact on dial- ing algorithms.
  • Page 127 Agent Setup Workstation ID Properties Table 5-1. Available and Unavailable Modes by Gateway Available Modes Unavailable Modes       AIT EDGEdial Plug-in  Aspect  Aspect Contact Server     CallPath Avaya Definity  CallPath Nortel ...
  • Page 128 Agent Setup Workstation ID Properties Table 5-1. Available and Unavailable Modes by Gateway (continued) Available Modes Unavailable Modes    Genesys Nortel      Rockwell [not sup- ported] Available and unavailable modes are not supported. The available and unavailable modes supported are configured by the TMI server developer;...
  • Page 129 Agent Setup Setting the Workstation ID Setting the Workstation ID This section describes, in order of precedence, each method of set- ting the workstation ID. For more information on the precedence of settings, see the section Precedence of Workstation ID Settings.
  • Page 130 Agent Setup Setting the Workstation ID null value is copied into the SYS field. For information on the SYS fields, see the section Fields. Table 5-2. Workstation ID Properties and SYS Fields Workstation ID Property SYS Field Alias $TP.ALTNAME Agent type $TP.AGENTTYPE Available mode $TP.AVAIL...
  • Page 131 Agent Setup Setting the Workstation ID Table 5-2. Workstation ID Properties and SYS Fields (continued) Workstation ID Property SYS Field Telephony device $TP.DEVICE Unavailable mode $TP.UNAVAIL EDGE Client Login Screen The workstation ID can be set in the workstation ID field on the EDGE Client login screen.
  • Page 132 Agent Setup Setting the Workstation ID Equipment type. Switch login Switch login password. Recording device. Channel number. Sign-in number. Supervisor sign-in number. Information groups. Agent type. For example, the following might be specified on the login screen: 4001,,02:11,CALLPATH,JOHNDOE In this example, the inbound extension is 4001, no outbound exten- sion is specified, the agent is assigned to the ACD groups 02 and 11, the agent is using the telephony device CALLPATH, and the agent’s alias is JOHNDOE.
  • Page 133 Agent Setup Setting the Workstation ID These properties can be saved; if so, they will be used each time EDGE Client is started on the workstation. The available properties vary based on the specified gateway. To access the workstation setup window, click the Station button on the EDGE Client login screen.
  • Page 134 Agent Setup Setting the Workstation ID Properties: Adds settings for a device. Available The devices defined using this station setup option. Multiple devices might specify different options for the Devices station. Close Closes the workstation setup without saving the set- tings.
  • Page 135 Agent Setup Setting the Workstation ID Properties: (continued) Remove Removes the device from the display. Set as default Saves the settings to the EDGEO.INI file and to the cur- rent workspace; these settings will affect all EDGE Client sessions using this EDGEO.INI file. When set, the Default Device property displays a list of the settings for the device.
  • Page 136 Agent Setup Setting the Workstation ID Properties: These properties are defined in the section Workstation ID Prop- erties. EDGEO.INI File The workstation ID can be set in the userWorkstation option in the EDGEO.INI file settings section for each workstation. The properties are specified in the order indicated for the EDGE Client Login Screen.
  • Page 137 Agent Setup Setting the Workstation ID For information on specifying EDGEO.INI options, consult the EDGE Client Reference Manual. Users Tab (EDGE Developer) The workstation ID can be set in the Users area in EDGE Developer for each user. These properties are used each time the agent logs into EDGE Client.
  • Page 138 Agent Setup Setting the Workstation ID Properties: These properties are defined in Workstation ID Properties. For more information on user IDs, see the EDGE 7.11 Developer Ref- erence Manual. Ports Tab (EDGE Developer) Telephony Gateway Reference Manual...
  • Page 139 Screen. This is only use- ful if the same workstation always has the same port number, typi- cally true with serially connected stations. For more information on defining the port setup, see the EDGE 7.11 Developer Reference Manual. Telephony Gateway Reference Manual...
  • Page 140 Agent Setup Remote Agents Remote Agents Remote agent dialing is supported only with the EDGE Telephony Gateway for EIS, also know as the SER dialer gateway. Remote Agent dialing is used when a number must be dialed to reach an agent before they can start sending or receiving calls. Typi- cally, this is used when the agent is working from a home office but any number/extension that can be reached by the dialer/switch may be used.
  • Page 141 Agent Setup Remote Agents value allowed by the switch should work (the EDGE user ID could be used, for example). However, this value must not be the same as the Outbound extension; otherwise EDGE will assume a nor- mal telephony login is desired. Telephony Gateway Reference Manual...
  • Page 142 Dialer Setup Overview  AIT EDGEdial Plug-In Aspect Aspect CS CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN  Davox  Davox ext. call table  Davox w/out admin  EIS Genesys Avaya Genesys Nortel  TMI Telephony Gateway Reference Manual...
  • Page 143 Dialer Setup Overview After setting up the device and workstation IDs for the dialer gate- ways you can perform the following: • DIALER Queue Setup. • Callsets. • Dialer Status. • Transfer. Telephony Gateway Reference Manual...
  • Page 144 DIALER queue. For information on queue transfers, see the Qtrans command and Queues chapter in the EDGE 7.11 Developer Reference Manual. The DIALER queue is created for each project when the project is cre- ated, regardless of whether telephony is enabled at that time or not.
  • Page 145 Dialer Setup DIALER Queue Setup For information on defining queues, see the EDGE 7.11 Developer Reference Manual. Telephony Gateway Reference Manual...
  • Page 146 Dialer Setup Callsets Callsets A callset is equivalent to a predictive dialer campaign. It consists of a list of queues from one or more EDGE projects, which make up the records to be called. An agent can be assigned to only one callset at a time. The callset is specified in one of the following places;...
  • Page 147 Dialer Setup Callsets Callsets can contain queues from one project or from multiple proj- ects. A single queue can be specified in more than one callset. Callset Design When designing the callsets to use, it is important to keep in mind that the predictive dialer pacing algorithm is more efficient with more agents.
  • Page 148 Dialer Setup Callsets that are in Spanish) are needed to take calls for all projects since the callset contains only the queues for one group of agents. The callset may contain queues from a single project or multiple projects. • One callset per agent: This is not commonly used since the callset contains only the queues for one agent.
  • Page 149 Dialer Setup Callsets Project 1 Project 2 EDGE Queue A Queue B Queue C Queue D Queue E Callset 1 Callset 2 Callset 3 Dialer Dialer Dialer Dialer Campaign 1 Campaign 2 Campaign 3 Figure 6-1. Callset Example Update Servers When the callset is saved, you are prompted to update the servers with Callset with the modified callset.
  • Page 150 Dialer Setup Callsets Alternate Phone Alternate phone number selection is the ability to send a predictive Number Selection dialer additional phone numbers (one at a time) when a dial results in a non-connect. For example, a customer can be attempted at a home number, a work number, and a cellular number.
  • Page 151 Dialer Setup Callsets the alternate phone numbers to be dialed only after the cam- paign is closed and reopened. STATUS Fields Used with Alternate Phone Number Selection The alternate phone numbers must be written to the STATUS file into the field ALTPHONE. This can be accomplished using seeding or using a task;...
  • Page 152 Dialer Setup Callsets TELNO Contains the phone number from the phone list that is currently at the dialer. This phone number corre- sponds with the multivalue position in the phone list (ALTPHONE field), specified by the ALTINDEX field. START_INDEX Contains the multivalue position of the phone num- ber in the phone list to send to the dialer first;...
  • Page 153 Dialer Setup Callsets The Alternate Dial Type for the call event is checked to determine when the next phone number is sent to the dialer. The alternate dial type options are: • Allow EDGE to reschedule. • No redial. • Redial immediately.
  • Page 154 Dialer Setup Callsets queue in the callset. The scheduled date (SCHED.DATE) and sched- uled time (SCHED.TIME) are set from the values specified in the call- back delay or the default callback delay from the Queues option setup screen. At the scheduled time the call is transferred to the dialer from the new queue.
  • Page 155 Dialer Setup Callsets If the campaign is closed before the telephone numbers cycle back to the original phone number, whichever alternate phone number was last used remains in the TELNO field. Telephony Gateway Reference Manual...
  • Page 156 Dialer Setup Callsets Non-Connect Connect Call Sent to Dialer. The next phone number in Is Alternate Dial Type set to Call is transferred the phone list is moved to Redial Immediately? immediately. the TELNO field. Call is transferred to the Destination Queue.
  • Page 157 Dialer Setup Callsets Enhanced Alter- The actions that occur using enhanced alternate phone number nate Phone Num- selection are shown in Figure 6-3, and described in this section. ber Selection Telephony Gateway Reference Manual...
  • Page 158 Dialer Setup Callsets Determine Start- ing Index Connect Non-connect Call Sent to Dialer Alt Num Move the next phone Wrap number in the list to the TELNO field and incre- or Alt ment ALTINDEX Determine Which no Wrap Alternate Num- Move the phone num- Call Sent ber specified by the...
  • Page 159 Dialer Setup Callsets Unlike regular alternate phone number selection, the first phone number sent to the dialer can be any number in the phone list. The first number is that indicated by the starting index field in the callset, or for a particular call event, the value in the START_INDEX field. The START_INDEX field takes precedence over the starting index in the callset.
  • Page 160 Dialer Setup Callsets from the Which alternate number property which has the following choices: Callset starting Sends the phone number the multivalue position specified by the START_INDEX field of the STATUS index file for that call event, or if START_INDEX is null, in the multivalue position specified by the Callset starting index...
  • Page 161 Dialer Setup Callsets Use previous level Specifies to use the value for Which alternate number that is specified in the previous prece- value dence level (that is, callset-level or queue-level). For more information, see Precedence of Settings. The Which alternate number property can be set using one of the fol- lowing, listed in highest to lowest precedence order: •...
  • Page 162 Dialer Setup Callsets Enhanced The call is rescheduled using the reg- ular queue callback scheduling. processing There is no difference between this o p t i o n a n d t h e A l l o w E D G E t o reschedule option.
  • Page 163 Dialer Setup Callsets Next alt num- Sends each alternate phone number as follows: ber - wrap Increments the alternate index by one, transferring the associated phone number, until the end of the list is reached, then resets the alternate index to one, and continue to increment and transfer numbers to the dialer, until the starting phone number is reached.
  • Page 164 Dialer Setup Callsets The alternate dial type can be set using one of the following, listed in highest to lowest precedence order: • Telephony Dialer command. • Callset Queues command. • Callset Admin command. Processing Alternate Phone Numbers When an alternate phone number is sent to the dialer, the ALTINDEX field is set to the multivalue position of the phone number trans- ferred, and the phone number is copied into the TELNO field.
  • Page 165 Dialer Setup Callsets the Callset Queues option. The call is redialed from that queue at the time specified by the alternate dial type. • The end queue is not part of the callset. If the end queue is part of the callset, the call is dialed again as part of that queue’s call list.
  • Page 166 Dialer Setup Callset Area Callset Area The Callset Area is used to specify the components of a callset, as well as to define it. This section describes the following tabs: • Admin. • Davox. • Davox2. • • • Intervoice 1. This tab is no longer supported; it is retained for backward compatibility.
  • Page 167 Dialer Setup Callset Area Note: Callset names can include underscores. Admin The Admin tab is used to specify the components of a callset. Telephony Gateway Reference Manual...
  • Page 168 Dialer Setup Callset Area Properties: Alternate Phone Group box defines alternate phone number proper- ties. See page 178. Number Telephony Gateway Reference Manual...
  • Page 169 Dialer Setup Callset Area Properties: (continued) Call ID is phone Specifies whether the call ID of the STATUS file is the telephone number to be dialed. If checked, the call number ID must be the phone number. If not checked, the STATUS file is read to extract the phone number.
  • Page 170 Dialer Setup Callset Area Properties: (continued) EDGE determines all percentages from a base of 100 calls. Therefore, each request for calls is not broken up by percentage, but all requests adding up to 100 calls follow the specified percentages. After 100 calls have been trans- ferred, the queues are randomized and the process repeats.
  • Page 171 Dialer Setup Callset Area Properties: (continued) For example, assume there is a request for 50 calls. The callset con- sists of queues A, B, and C. Queue B is set to 50%, and the queues A and C are set to 25% each. There is a request for 50 calls.
  • Page 172 Dialer Setup Callset Area Properties: (continued) Sequential The dialer selects call events from each queue in order, based on per- based on centages identified for the callset percent- queues. ages. EDGE determines all percentages from a base of 100 calls. Therefore, each request for calls is not broken up by percentage, but all requests adding up to 100 calls follow the...
  • Page 173 Dialer Setup Callset Area Properties: (continued) For example, assume there is a request for 50 calls. The callset con- sists of queues A, B, and C. Queue B is set to 50%, and the queues A and C are set to 25% each. There is a request for 50 calls.
  • Page 174 Dialer Setup Callset Area Properties: (continued) For example, assume there is a request for 50 calls. The callset con- sists of queues A, B, and C, each with a limit of 25. EDGE sends 25 calls fr om queues A and B for eac h request.
  • Page 175 Dialer Setup Callset Area Properties: (continued) When the callset closes, all calls sent to the dialer for the callset, that have not yet been dialed, are returned to EDGE. Due to the processing of the returned calls, there is a delay between the time the last agent logs off a callset, and the next agent can log back in.
  • Page 176 Dialer Setup Callset Area Properties: (continued) This property is available only if the Packet size type property is set to Determined by Campaign. Miscellaneous Not currently supported. Nuisance rate The desired maximum number of abandoned calls per thousand. Accepts values 0 - 150. Open callset Specifies whether an agent can open a campaign without explicitly executing an...
  • Page 177 Dialer Setup Callset Area Properties: (continued) Determined EDGE determines the number of calls to transfer to the dialer based by cam- on a user-specified minimum num- paign ber of calls and maximum number of calls to be maintained on the dialer.
  • Page 178 Dialer Setup Callset Area Properties: (continued) Use packet Each time the dialer requests calls, EDGE transfers the number of calls size speci- defined in the Packet size record, fied in call- instead of the number requested by the dialer. Use packet Each time the dialer requests calls, EDGE transfers the number of calls size multi-...
  • Page 179 Dialer Setup Callset Area Properties: Alternate Phone Number (continued) These options are explained in the section Alternate Dial Type. At the callset level, this property is only available if the Alternate phone number property is specified as Enhanced. Alternate phone The type of alternate phone number selection;...
  • Page 180 Dialer Setup Callset Area Properties: Alternate Phone Number (continued) There is no delay; the call is immedi- ately returned to the dialer to be redialed. This is the default selection. Now & The call is scheduled to be called after the number of hours and min- Delay utes you specify has passed.
  • Page 181 Dialer Setup Callset Area Properties: Alternate Phone Number (continued) Callset starting index. Last number dialed. Next alt number - no wrap. Next alt number - wrap. These options are described in the section Which Alternate Phone Number. This property is only available if the Alternate phone number property is specified as Enhanced.
  • Page 182 Dialer Setup Callset Area Parameters list Text box Properties: Campaign type The type of campaign; can be one of the following: Telephony Gateway Reference Manual...
  • Page 183 Dialer Setup Callset Area Properties: (continued) Inbound Outbound Purge calls Specifies whether to purge calls from the Davox system when the campaign is closed. If checked, when the campaign closes, all calls sent by EDGE to the Davox system that have not been connected to an agent are returned to EDGE, then deleted from the Davox system.
  • Page 184 Dialer Setup Callset Area Properties: (continued) Parameters for The parameter values to send to Davox when a campaign is opened. Set Campaign Users Command Clear all Clears all campaign option values. If selected, a confirmation message parame- displays asking if you want to delete ters the existing values for every param- eter in the...
  • Page 185 Dialer Setup Callset Area Properties: (continued) Possible This box lists all predefined values, if applicable, for the highlighted cam- values paign option. If this box is not enabled, the value must be entered in the text box property. For more information, see the section Campaign Users.
  • Page 186 Dialer Setup Callset Area Properties: (continued) Specifying more trunks per agent results in more aggressive pacing; fewer trunks per agent results in less aggressive pacing. Force Close Specifies whether to force the clos- ing of a campaign when the close campaign is issued.
  • Page 187 Dialer Setup Callset Area Properties: Set Campaign Users ABORTRD ABORT Recall Delay. The number of minutes between attempts on an aborted call. An abort occurs when the customer hangs up during the playing of a hold mes- sage. The default is 5 minutes. AGT_OPT Agent Option.
  • Page 188 Dialer Setup Callset Area Properties: Set Campaign Users (continued) Dial next number Dial next number manually (connect agent, then dial) Pass call to agent Play message 1 Play message 2 Play message 4 Play message 5 Play programmed message AMD_END AMD End Action.
  • Page 189 Dialer Setup Callset Area Properties: Set Campaign Users (continued) Pass to Agent Play Message 1 Play Message 2 Play Message 4 Play Message 5 Busy Recall Delay. The number of minutes between attempts on a busy number. The default is 5 minutes. BUCUTAM Business Cutoff Time, AM.
  • Page 190 Dialer Setup Callset Area Properties: Set Campaign Users (continued) Dial Business number only Dial Business then Home Dial Business then Home then Other Dial Business then Other Dial Business then Other then Home Dial Home number only Dial Home then Business Dial Home then Business then Other Dial Home then Other Dial Home then Other then Business...
  • Page 191 Dialer Setup Callset Area Properties: Set Campaign Users (continued) Disable The agent is presented a record and given the option to dial the phone number. If the agent chooses to dial the record, the call progress detection (for example, a busy sig- nal) can be heard.
  • Page 192 Dialer Setup Callset Area Properties: Set Campaign Users (continued) End (do not dial) Redial immediately Redial next pass DROP Hold Message Option. The action to perform if the hold message completes, but there is no agent available; can be one of the following: End Call Redial Immediately Redial Immediately Manual (connect agent, then...
  • Page 193 Dialer Setup Callset Area Properties: Set Campaign Users (continued) FORM Default Form. The identifier of the default form dis- played on the agent screen. The default is 1 (backwards compatibility). For info on defining a form, see the sec- tion Davox Setup.
  • Page 194 Dialer Setup Callset Area Properties: Set Campaign Users (continued) Next number Redial immediately Redial Immediately Manual (connect agent, then dial) Redial Manual Next Pass HM_CUT Home Cutoff Time. If enabled, the home number is only dialed between the hours specified in the HMCUTAM HMCUTPM properties.
  • Page 195 Dialer Setup Callset Area Properties: Set Campaign Users (continued) Redial Immediately Redial Immediately Manual (connect agent, then dial) Redial Next Pass MDM_ACT Modem Action. If is enabled, the action to take upon detection of a fax or modem; can be one of the fol- lowing: Next number NAMDR...
  • Page 196 Dialer Setup Callset Area Properties: Set Campaign Users (continued) NNAR Number of No Answer Recalls. The number of consecu- tive times the system redials a number when a no answer disposition is received. The default is 0; do not redial no answer numbers. OT_CUT Other Cutoff.
  • Page 197 Dialer Setup Callset Area Properties: Set Campaign Users (continued) Allow user to play all messages Allow user to play message 1 Allow user to play message 2 Allow user to play programmed message Disable (No agent-generated messages) PROFILE Option Profile. This is the name of a profile that contains all or some of the options that the call script should use.
  • Page 198 Dialer Setup Callset Area Properties: Set Campaign Users (continued) RD_BU_M Redial Business Manual. The action to perform if an agent enters a result code to redial a business number in manual mode; can be one of the following: End Call Redial Immediately Redial Next Pass RD_BUS...
  • Page 199 Dialer Setup Callset Area Properties: Set Campaign Users (continued) End Call Redial Immediately Redial Immediately Manual (connect agent, then dial) RD_OT_M Redial Other Number Manual. The action to perform if an agent enters a result code to redial another number in manual mode;...
  • Page 200 Dialer Setup Callset Area Properties: Set Campaign Users (continued) RECALLTZ Recall Queuing By Timezone. Specifies whether to enable recall queuing by timezone. If enabled, and it is too early to dial the specified number, the record is recalled five minutes after the earliest hour possible for dialing the time zone.
  • Page 201 Dialer Setup Callset Area Properties: Set Campaign Users (continued) Disable - no rescheduling. End - reschedule for next pass. Redial immediately (DANGEROUS!!!) Redial immediately/No reschedule (calls are redi- aled only once) RESCHEDR Reschedule Recalls. Specifies whether rescheduled recalls are to be performed in manual mode or auto- matic mode;...
  • Page 202 Dialer Setup Callset Area Properties: Set Campaign Users (continued) SITBOCNC Sit Tone Circuits Busy. The function to perform if the call progress detects a phone company SIT tone indicating all circuits are busy or that due to telephone company facility trouble, your call cannot be completed at this time.
  • Page 203 Dialer Setup Callset Area Properties: Set Campaign Users (continued) SITCARNC Sit Tone Long Distance Circuits Busy. The function to perform if the call progress detects a phone company SIT tone indicating all long distance company circuits are busy now. Dial Next Number Pass to agent Redial immediately Redial Immediately Manual (connect agent, then...
  • Page 204 Dialer Setup Callset Area Properties: Set Campaign Users (continued) SITIC Sit Tone Not As Dialed. The function to perform if the call progress detects a phone company SIT tone indicating the call can not be completed as dialed. Dial Next Number Pass to agent Redial immediately Redial Immediately Manual (connect agent, then...
  • Page 205 Dialer Setup Callset Area Properties: Set Campaign Users (continued) SITVC Sit Tone Not In Calling Area. The function to perform if the call progress detects a phone company SIT tone indi- cating you have dialed a number that cannot be reached from your calling area or that the call can not be com- pleted as dialed.
  • Page 206 Dialer Setup Callset Area tab; therefore the field lengths should be set as close to the size of the actual data that will be used as possible. Unused bytes in any field will be padded with spaces. Telephony Gateway Reference Manual...
  • Page 207 Dialer Setup Callset Area Properties: Inbound form The group box where the field lengths for the inbound call form are specified. For more informa- field lengths tion, see Table I-4. Telephony Gateway Reference Manual...
  • Page 208 Dialer Setup Callset Area Properties: (continued) ACD split The length of the ACD split field. The default is 24. The length of the ANI field. The default is 24. C a m p a i g n The length of the campaign name name field.
  • Page 209 Dialer Setup Callset Area EIS 1 The EIS 1 tab allows you to specify properties for the EIS dialer. Each property on this tab directly corresponds with an EIS message option. For more information on a specific feature, refer to your EIS documentation.
  • Page 210 Dialer Setup Callset Area Telephony Gateway Reference Manual...
  • Page 211 Dialer Setup Callset Area Properties: Abandoned call Specifies how a call is to be treated when answered by a human voice, but abandoned because no agent is available; can be one of the following: Hold in Campaign. Immediately Return to Host. Return to Host at Close (mark as returned).
  • Page 212 Dialer Setup Callset Area Properties: (continued) Hold in Campaign. Immediately Return to Host. Return to Host at Close (mark as returned). Return to Host at Close (do not mark as returned). This property is available only if the No Con- nects property is set to Process Individually.
  • Page 213 Dialer Setup Callset Area Properties: (continued) Call processor ID The call processor to dial for the campaign. EIS allows only 20 campaigns per call processor. Campaign type Specifies the type of the campaign; can be one of the following: Inbound. Outbound.
  • Page 214 Dialer Setup Callset Area Properties: (continued) Circuit busy Specifies how a call is to be treated when a dial attempt encounters a telco SIT message saying the call cannot be completed because of exces- sive traffic in the public network; can be one of the following: Connect to Agent Station.
  • Page 215 Dialer Setup Callset Area Properties: (continued) Fresh number Specifies how a call is to be treated when it has not been previously dialed; can be one of the following: Hold in Campaign. Return to Host at Close (mark as returned). Return to Host at Close (do not mark as returned).
  • Page 216 Dialer Setup Callset Area Properties: (continued) This property is available only if the No con- nects property is set to Process Individually. Modem Specifies how a call is to be treated when a dial attempt is answered by a modem; can be one of the following: Hold in Campaign.
  • Page 217 Dialer Setup Callset Area Properties: (continued) Process individually. Return to Host at Close (mark as returned). Return to Host at Close (do not mark as returned). Number not in ser- Specifies how a call is to be treated when a dial attempt encounters a telco SIT message saying vice the number is not in service;...
  • Page 218 Dialer Setup Callset Area Properties: (continued) Hold in Campaign. Immediately Return to Host. Return to Host at Close (mark as returned). Return to Host at Close (do not mark as returned). This property is available only if the No Con- nects property is set to Process Individually.
  • Page 219 Dialer Setup Callset Area Properties: (continued) Hold in Campaign. Immediately Return to Host. Return to Host at Close (mark as returned). Return to Host at Close (do not mark as returned). This property is available only if the No Con- nects property is set to Process Individually.
  • Page 220 Dialer Setup Callset Area Properties: (continued) Wait for all calls to be Specifies whether EIS should wait for all in progress calls to be completed when a Close completed Campaign command is executed. If not checked, the campaign is closed immediately and all calls in progress are disconnected.
  • Page 221 Dialer Setup Callset Area Telephony Gateway Reference Manual...
  • Page 222 Dialer Setup Callset Area Properties: Answering machine The maximum number of times to redial a call that was answered by a machine, before pro- count cessing the call as a non–connect. Zero indi- cates no redial. Accepts values 0 - 60 attempts. Answering machine The number of hours to wait before redialing a call that was answered by a machine.
  • Page 223 Dialer Setup Callset Area Properties: (continued) No–answer count The number of times to retry a phone number when a no–answer result is received. Accepts values 1 - 60. No–answer delay The number of hours to wait before redialing a no–answer call. Zero indicates no redial. Accepts values 1 - 48 hours.
  • Page 224 Dialer Setup Callset Area Properties: (continued) Suppress campaign Specifies whether to prevent the message CP reports campaign out of numbers from out of call message appearing on the console, or in the EIS error log file prnt.logx where x is 1,2 or 3, depending on the EIS Call Processor ID.
  • Page 225 Dialer Setup Callset Area Projects The Projects tab allows you to define the projects, files, and fields to be associated with a callset. For the callset to work correctly, each project should be defined as a Callset Project. When you select the Projects tab from the Callset area, a page similar to the following is displayed: Telephony Gateway Reference Manual...
  • Page 226 Dialer Setup Callset Area Properties: Export Layout The name of the export layout that defines the fields to be transferred. Telephony Gateway Reference Manual...
  • Page 227 Dialer Setup Callset Area Properties: (continued) File Name The name of the file containing the fields to be transferred to the dialer. Project The name of the project that is part of the callset. Projects to be A display-only list of the projects. defined When the project has been defined on this tab, it is no longer listed here.
  • Page 228 Dialer Setup Callset Area Properties: Alternate Dial Specifies the method for handling the alternate tele- phone number when this status code is received; Type can be one of the following: Telephony Gateway Reference Manual...
  • Page 229 Dialer Setup Callset Area Properties: Allow EDGE to reschedule. redial. Redial immediately. Use previous-level value. These options are explained in the section Alternate Dial Type. Callback Selects calls from the queue based on the scheduled date and time for the callback in the STATUS file. Only calls that are currently scheduled to be called are selected.
  • Page 230 Dialer Setup Callset Area Properties: Default End The default end queue to transfer call events after all alternate phone numbers result in non-connects. If Queue an end queue is not specified, the call is transferred to the default destination queue. If the Enhanced Alternate Phone Number feature is not enabled for the callset, any value in this field is ignored.
  • Page 231 Dialer Setup Callset Area Properties: If there is not a status code F setup, these calls are sent to the default destination queue and assigned the default result. If the default destination queue is not defined, the call remains in the original queue with the original result.
  • Page 232 Dialer Setup Callset Area Properties: Status Code The three-dot button activates a screen as shown in the section Status Code Definition which allows spe- cific properties to be set for each status code returned by the dialer. If the properties in the three- dot button dialog are not defined for a status code, the defaults are used.
  • Page 233 Dialer Setup Callset Area Properties: Which Alternate Specifies which alternate phone number to send to the dialer; can be one of the following: Number Last number dialed. Next alt number - no wrap. Next alt number - wrap. These options are explained in the section Which Alternate Phone Number.
  • Page 234 Dialer Setup Callset Area Properties: Status Code Dialer Status code. Destination The destination queue for call events returned with this status code. Typically callbacks are scheduled into time- Queue ordered queues. CB Delay Specifies the delay before a call is redialed; can be one of the following: Dialer Dialer schedules the call for a callback based on...
  • Page 235 Dialer Setup Callset Area Properties: (continued) There is no delay; the call is immediately returned to the dialer to be redialed. Now + Call is scheduled to be called after this number of hours and minutes has passed. To use this Delay choice, the call must be placed in a time- ordered queue.
  • Page 236 Dialer Setup Callset Area EDGEdial/CTI The EDGEdial/CTI tab allows you to specify EDGEdial properties used by the gateway to execute the dial on the switch, and determine the outcome of each dialed call. For more information on these options, consult your gateway documentation. Note: The data shown in the screen capture is an example of settings for EDGEdial for Aspect.
  • Page 237 Dialer Setup Callset Area white text Telephony Gateway Reference Manual...
  • Page 238 Dialer Setup Callset Area Properties: AMS delay The number of seconds between the time the phone starts ringing and answering machine screening (AMS) begins. If set to zero (0), AMS begins at the start of the call. The maximum is 3 seconds less than the value speci- fied for the Max rings property;...
  • Page 239 Dialer Setup Callset Area Properties: (continued) All calls except those determined to be modems or answering machines are sent to agents. Answering machine detection is enabled. This property is only used with EDGEdial for Aspect and Aspect Contact Server. Answering The options for answering machine detection;...
  • Page 240 Dialer Setup Callset Area Properties: (continued) Beep tone Wait for 2.5 seconds of silence after a beep tone is detected. For CV/LAN, specifies whether answering machines detection is used, and how calls that are determined to be answering machines are handled; can be one of the following: Blank Does not detect answering machines.
  • Page 241 Dialer Setup Callset Area Properties: (continued) For Aspect and Aspect Contact Server, specify the number of seconds to wait before disconnecting. The default is 6. The minimum is 6, the maximum is 99; if a value out- side this range is specified, the default is used. For CV/LAN, specify the number of rings to wait before disconnecting.
  • Page 242 Dialer Setup Callset Area Properties: (continued) Screen for Check for termination of ringback tone to prevent prematurely detecting termination an answer. For example to prevent a call from being answered if the pat- tern of a ring tone changes. Trunk Check for calls that have Voice tone with no...
  • Page 243 Dialer Setup Callset Area Properties: (continued) This property is only used with EDGEdial for Aspect and EDGEdial for Aspect Contact Server. Setting bits for Sets the options for the ANS_MAP command. Each option represents a call result other than a live answer ANS_MAP (for example, a SIT tone).
  • Page 244 Dialer Setup Callset Area Properties: (continued) Beep tone No beep tone was detected with a n s w e r i n g m a c h i n e d e t e c t i o n with AMD enabled.
  • Page 245 Dialer Setup Callset Area Properties: (continued) Human Answering machine detection is enabled and detected a human voice voice with (bit 17). (shorter This detection is only enabled if the bit f o r T r u n k a n s w e r s c r e e n i n g f o r delay) ANS_MAP bit (17) is turned on in the...
  • Page 246 Dialer Setup Callset Area Properties: (continued) NCa No cir- No interoffice trunks are available, or another interoffice call problem (bit 7). cuit-intra- The SIT is typically followed by “All cir- lata cuit s are busy now.”, or “Due to tele- phony company facility trouble, your call cannot be completed at this time.”, or “Due to heavy call loading,...
  • Page 247 Dialer Setup Callset Area Properties: (continued) ROe Reor- The interexchange carrier office received bad digits or all trunks are der-inter- busy (bit 4). The SIT is typically fol- lata lowed by “Due to network difficulties, your long distance call cannot be com- pleted at this time.”...
  • Page 248 Dialer Setup Callset Area Properties: (continued) Voice tone A voice segment is detected, but answering machine is not enabled; or with no answering machine detection is enabled and the screening delay has not elapsed (bit 15). This detection is only enabled if the bit f o r T r u n k a n s w e r s c r e e n i n g f o r ANS_MAP bit (15)
  • Page 249 Dialer Setup Callset Area Properties: (continued) For CV/LAN, this property contains the trunk access codes (TAC) to use to dial the outbound calls for this campaign. Typically trunk lines are grouped into trunk groups. Each trunk group has a trunk access code that allows calls to be placed on its associated trunk lines.
  • Page 250 Dialer Setup Callset Area EDGEdial/Dialer The EDGEdial/Dialer tab allows you to specify EDGEdial properties required for the Pitney Bowesdialer algorithm. Note: The data shown in the screen capture is an example of settings for EDGEdial. This tab is only used with the AIT EDGEdial Plug-In. Telephony Gateway Reference Manual...
  • Page 251 Dialer Setup Callset Area Properties: Abandoned call The number of seconds before the dialer hangs up on a called party when no agent is available; can be delay an integer between 1 and 5. Telephony Gateway Reference Manual...
  • Page 252 Dialer Setup Callset Area Properties: (continued) The default is 1 second. Abandoned call The type of calls to include when calculating the pacing algorithm; can be one of the following: measurement Measures live calls only. Calculates the number of abandoned calls divided by (live calls + abandoned calls).
  • Page 253 Dialer Setup Callset Area Properties: (continued) Answering The number of minutes to wait before redialing a call that was answered by a machine. machine interval The default is 60 minutes. Answering The maximum number of times to redial a call that was answered by a machine.
  • Page 254 Dialer Setup Callset Area Properties: (continued) No-answer delay The number of minutes to wait before redialing a call that was not answered. The default is 60 minutes. Retry mode The type of retry mode; can be one of the follow- ing: Cancel the retry and return the number to EDGE.
  • Page 255 Dialer Setup Dialer Status Dialer Status The Dialer Status tab defines an EDGE equivalent for each status code returned with an unsuccessful predictive dialer call (for exam- ple, Busy, No Answer, Fast Busy). Telephony dialer status codes are stored in the EDGE system level file, DIALER_ STATUS.
  • Page 256 Dialer Setup Dialer Status codes or to specify a new one. When you select or specify a code, a dialog box similar to the following is displayed: Properties: Alternate dial type The method for handling alternate telephone numbers when this status code is received; can be one of the following: Allow EDGE to reschedule.
  • Page 257 Dialer Setup Dialer Status Properties: (continued) Description The description of the telephony status code. This property is optional. Dialer status name The EDGE equivalent to the predictive dialer sta- tus code. Status code The predictive dialer code for the call result. Telephony dialer The name of the telephony device associated with the predictive dialer as defined under tele-...
  • Page 258 Dialer Setup Transfer Transfer The Transfer tab specifies any additional file fields to be transferred with the call data to an EIS predictive dialer. For information on set- ting the callset filename, see the section Projects. This tab is only supported with the EDGE Telephony Gateway for EIS. EDGE supports only the transfer of data to the predictive dialer;...
  • Page 259 Dialer Setup Transfer Properties: Field position The position of the field containing the data to be transferred to the predictive dialer. This number is assigned during the Assign Field Positions process. Maximum field The maximum length of a field. Data that exceeds this length is truncated.
  • Page 260 Built-in Functionality Overview Once the EDGE Telephony Gateway has been set up and any devel- opment work has been completed, an agent can use the EDGE tele- phony gateway by following these steps: Log in with a workstation ID. For more information, see the sec- tion Workstation ID Properties.
  • Page 261 Built-in Functionality Overview Note: If using Davox with call blending, either Auto-Dial or Auto- Receive can be selected. However, AIT recommends the agent select the command that is most closely associated with their primary function. For example an agent who is assigned primar- ily to predictive dialer campaigns, but who is an overflow agent for inbound calling, should select Auto-Dial.
  • Page 262 Built-in Functionality Built-in Inbound Functionality Built-in Inbound Functionality The implicitly executed built-in logic for inbound calling is described in the following sections. The behavior of the built-in inbound functionality is controlled in part by the Auto startup property from the telephony device setup. For the purposes of the following examples, assume this property is enabled.
  • Page 263 Built-in Functionality Built-in Inbound Functionality display customer information in this project screen. The screen displayed is selected using either the DNIS or the VDN of the call. When the call is complete, the agent routes to $END, is taken to the Call Center screen where the call is automatically discon- nected, pauses for four seconds, then is routed back to Auto- Receive to receive another call.
  • Page 264 Built-in Functionality Built-in Inbound Functionality Call Center Select Auto-Receive Create Shared Fails Check Shared Memory Memory Succeeds Exists Error, Agent Fails Open Link to Hardware not Logged In Succeeds Make Agent Fails Available Succeeds Cancel Check for a Call No Call 1st Inbound Call Available Available...
  • Page 265 Built-in Functionality Built-in Inbound Functionality Automated Inbound Call Using Built-in Functionality The agent specifies a workstation ID of 5121 on the EDGE login screen. The agent has been associated with a telephony device (for example, in the user ID setup). The agent’s workstation ID is a member of the ACD group 7037 as defined on the telephony device directly.
  • Page 266 Built-in Functionality Built-in Inbound Functionality • The gateway responds to the agent logon with a success or failure message to the switch server. If the response is a success, the switch server updates the shared memory and sends a message to the client queue. The XGUIDE picks up the message and begins waiting for a call on Auto-Receive.
  • Page 267 Built-in Functionality Built-in Inbound Functionality ing a Break (usually a ). When an agent cancels from the CTRL Auto-Receive screen, one of the following can occur based on the device setting Make agent unavailable on cancel: • If this property is checked, an implicit Make Agent Unavailable is executed setting the agent’s work mode to the unavailable mode specified in the user ID or defined on the switch.
  • Page 268 Built-in Functionality Built-in Inbound Functionality information to the XGUIDE via the client queue. If there is not a match, the DEFAULT ISDNINDEX record is used to determine the project and call is connected; or, if there is no DEFAULT record, an error is presented to the agent and the call is connected.
  • Page 269 Built-in Functionality Built-in Inbound Functionality Call Center Select Auto-Receive Disabled Error, Agent not Check Auto Logged In Startup Enabled Built-in Functional- ity, Agent Logged In Figure 7-2. Inbound Startup Options Telephony Gateway Reference Manual...
  • Page 270 Built-in Functionality Built-in Outbound Functionality Built-in Outbound Functionality The implicitly executed built-in logic for outbound calling is described in the following sections. The behavior of the built-in functionality is controlled in part by the following settings: • Auto startup property on the Device tab. •...
  • Page 271 Built-in Functionality Built-in Outbound Functionality The agent remains on Auto-Dial until a call is received. The agent can break out of the wait state by pressing the Cancel button or executing a Break (usually a CTRL When a call is connected, the agent hears the customer, and sees an EDGE project screen displayed.The call ID can be used to display customer information in this project screen.
  • Page 272 Built-in Functionality Built-in Outbound Functionality outbound; not whether they are currently on Auto-Dial or Auto- Receive. Outbound Call To help you understand how the generic set of telephony servers Technical and message queues work together, a predictive dialer call is traced Description through the appropriate servers, message queues, and shared mem- ory.
  • Page 273 Built-in Functionality Built-in Outbound Functionality Call Center Select Auto-Dial Fails Create Shared Memory Check Shared Memory Exists Succeeds Closed Fails Open Campaign Check Campaign Status Open Fails Error, Agent not Open Link to Hardware Logged In Succeeds Fails Make Agent Available Succeeds Check for a Call 1st Outbound Screen...
  • Page 274 Built-in Functionality Built-in Outbound Functionality Predictive Dialer Call Using Built-in Functionality The agent specifies a workstation ID of 5121 on the EDGE login screen. The agent has been associated with a telephony device and callset (for example, in the user ID setup). The agent is routed to the Call Center screen and selects Auto-Dial.
  • Page 275 Built-in Functionality Built-in Outbound Functionality ure message. The XGUIDE picks up the message and displays an error message on the agent’s screen. XGUIDE checks shared memory to determine the status of the campaign associated with the agent’s callset. If the campaign is not open, the XGUIDE issues an Open Campaign, sending a message via the guide server queue to the guide server.
  • Page 276 Built-in Functionality Built-in Outbound Functionality Open Link to Hardware. The guide server sends these messages to the dialer to assign the agent to the campaign. The dialer responds with a success or failure message of the assign agent to the switch server. If the response is success the switch server updates the shared memory and sends a message to the client queue.
  • Page 277 Built-in Functionality Built-in Outbound Functionality 11. If the Check for a Call command did not detect a call for the agent, a Wait for a Call command is executed to place the agent in a loop on the Auto-Dial screen waiting for a connect mes- sage from the switch server.
  • Page 278 Built-in Functionality Built-in Outbound Functionality • Updates the DATE, OPID, PORT, TP.LCOUNT, TP.LDATE, TP.LTIME, and START.TIME fields. 16. If there is logic attached to the first outbound screen to read the customer record using the $CALLID, a customer record may be read and displayed on screen for the agent.
  • Page 279 Built-in Functionality Built-in Outbound Functionality Call Center Select Auto-Dial Disabled Error, Agent not Check the Auto Logged In Startup property Enabled Built-in Functionality, Servers start Check the Open Cam- Disabled Error, Campaign paign Implicitly prop- not opened erty Enabled Built-in Functionality, Campaign opened and agent logged in Figure 7-4.
  • Page 280 For more information, see the section Synchronous Commands. For more information on using verbs, see the EDGE 7.11 Developer Reference Manual. Basic telephony functions are built into EDGE and do not require the TELEPHONY verb for implementation. For more information on these...
  • Page 281 TELEPHONY Verb Overview • Implement advanced call manipulations, such as transferring a call to another agent or supervisor, placing a call on hold, or conferencing multiple calls together. • Transfer data with a call from one agent to another. For more information, see the section Transferring Data.
  • Page 282 TELEPHONY Verb Overview Table 8-1. TELEPHONY Verb Commands by Gateway               Agent Logoff               Agent Logon ...
  • Page 283 TELEPHONY Verb Overview Table 8-1. TELEPHONY Verb Commands by Gateway (continued)               Close Link to Hardware            ...
  • Page 284 TELEPHONY Verb Overview Table 8-1. TELEPHONY Verb Commands by Gateway (continued)      Open Campaign              Open Link to Hardware     Put Records ...
  • Page 285 TELEPHONY Verb Overview Table 8-1. TELEPHONY Verb Commands by Gateway (continued)   Set Campaign Parameters               Start Automated Telephony     Start Coach  ...
  • Page 286 TELEPHONY Verb Tasks Table 8-1. TELEPHONY Verb Commands by Gateway (continued)  Voice Message               Wait for a Call Tasks All TELEPHONY verb commands for a specified gateway are available in tasks, but not all commands are practical to use because they require the presence of an agent.
  • Page 287 TELEPHONY Verb Transferring Data When you use the TELEPHONY verb in a task, you must begin the task by modifying the SYS file fields as follows: • Set the value of the $TP.IMITATE field to Y; this specifies that the TELEPHONY verb command is not being executed by an agent, but by a task imitating an agent.
  • Page 288 TELEPHONY Verb Transferring Data • Limits on Miscellaneous Data • Sending Data with a Call. • Receiving Data with a Call. • Sending Data to Another Switch. Limits on There can be several limits on the amount of miscellaneous data that Miscellaneous may be sent or received with a call.

  • Page 289: Figure

    TELEPHONY Verb Transferring Data must be shared by both installations. There are a number of ways of doing this; if the EDGE installations are on separate physical machines, then the directory may be shared via NFS (the scope of setting up a shared NFS directory is beyond the scope of this man- ual).

  • Page 290: Telephony Gateway Reference Manual

    TELEPHONY Verb Transferring Data sending miscellaneous data, in which case each key/value pair requires four bytes plus the lengths of the key and data value. Note: Because EDGE uses System V IPC to communicate telephony data, if particularly large amounts of telephony data will be han- dled then it may be necessary to increase the system limits on the maximum sizes of individual messages in a queue, as well as the total number of bytes that may be saved in a queue.
  • Page 291 TELEPHONY Verb Transferring Data to add to the call; other gateways only support dialing the third party using the Start Consultation command. See each command’s docu- mentation in this chapter to determine the behavior on your gate- way. Receiving Data The following commands/events can be used to detect a call: with a Call •...
  • Page 292 CLEANTMP should peri- odically be run to remove these files. For more information on the CLEANTMP ACL utility, see the EDGE 7.11 Developer Reference Man- ual. Note: In EDGE versions prior to v7.5, when an EventAttached- DataChanged event was received, the updated miscellaneous data would be stored in $TP.CALLSTATUS (and $TP.CALLHIS-...
  • Page 293 TELEPHONY Verb Synchronous Commands consult your switch or Genesys representative for configura- tion of inter-switch data transfer. Synchronous Some TELEPHONY verb commands wait for a response before con- Commands tinuing with the logic flow or task; that is, the EDGE guide server waits for a response from the gateway.
  • Page 294 TELEPHONY Verb Synchronous Commands Note: A synchronous TELEPHONY verb command cannot be made asynchronous, nor can the time-out be changed. Table 8-2. Synchronous TELEPHONY Verb Commands by Gateway Time-out            ...
  • Page 295 TELEPHONY Verb Synchronous Commands Table 8-2. Synchronous TELEPHONY Verb Commands by Gateway (continued) Time-out     Close Campaign 300 seconds             Close Link to Hardware 15 seconds ...
  • Page 296 TELEPHONY Verb Synchronous Commands Table 8-2. Synchronous TELEPHONY Verb Commands by Gateway (continued) Time-out    Open Campaign 30 seconds        Redirect Call 30 seconds         ...
  • Page 297 TELEPHONY Verb Synchronous Commands Table 8-2. Synchronous TELEPHONY Verb Commands by Gateway (continued) Time-out   Stop Coach 30 seconds    Stop Monitoring 30 seconds             Transfer 60 seconds ...
  • Page 298 TELEPHONY Verb Synchronous Commands Which TELEPHONY commands are synchronous varies depending on the gateway. The amount of time the XGUIDE waits before assuming the command failed varies based on the command. The commands that are synchronous for each gateway and their applicable time- outs are listed in Table 8-2.
  • Page 299 TELEPHONY Verb TELEPHONY Verb Commands TELEPHONY Verb Commands The TELEPHONY verb consists of several commands. This section documents each TELEPHONY verb command in detail. Some properties are available with all commands, while others vary depending on the command selected and the gateway being used. Each TELEPHONY verb command description identifies the applica- ble gateways the command can be used with.
  • Page 300 TELEPHONY Verb Common Properties Common Properties The following properties are common to all TELEPHONY verb com- mands for all gateways: Properties: Telephony The name of the device; can be a literal, or a field or vari- able containing the device ID. device ID This property is optional.
  • Page 301 TELEPHONY Verb Common Properties Properties: (continued) Dialer Gate- The name of the callset; can be a lit- eral, or a field or variable containing ways the callset ID. PBX Gateways The ACD groups for the command. Separate multiple groups with colons (:).
  • Page 302 TELEPHONY Verb Agent Logoff Agent Logoff AIT EDGEdial Plug-in  Aspect Aspect CS  Avaya PC  CallPath Avaya  CallPath Nortel  CallPath ROLM  CV/LAN  Davox  Davox ext. call table  Davox w/out admin  EIS ...
  • Page 303 TELEPHONY Verb Agent Logoff Properties: Force agent Specifies whether the agent is forced off all call connec- tions when logged off; can be a literal, or a field or vari- logoff able containing a Y, or blank. If blank, agents are logged off after completing their current call.
  • Page 304 TELEPHONY Verb Agent Logoff Properties: (continued) Reason The reason the agent is logging off; can be a literal, or a field or variable containing the reason number (1 - 6). Table 8-3 for more information. This property is optional. This property is only used with the Aspect and Aspect Con- tact Server Gateways.
  • Page 305 TELEPHONY Verb Agent Logoff Aspect Gateway For the Aspect and Aspect Contact Server Gateway, an optional agent logoff reason code can be specified; the possible values are any number 1- 999. The meaning of each reason code is defined by an Aspect Administrator on each Aspect installation.
  • Page 306 TELEPHONY Verb Agent Logon Agent Logon AIT EDGEdial Plug-in The Agent Logon command logs an agent on to all ACD groups and  Aspect onto the telephone (PBX Gateways) or logs an agent on to a cam- Aspect CS paign (Dialer Gateways) depending upon the gateway used. ...
  • Page 307 TELEPHONY Verb Agent Logon Notes The Agent Logon command checks that the agent is in the proper state to be logged in, allocates shared memory, then executes an implicit Open Link to Hardware, if necessary. To ensure the agent can receive calls after logging on, a Make Agent Available command should be executed.
  • Page 308 TELEPHONY Verb Alternate Alternate AIT EDGEdial Plug-in The Alternate command alternates between an active party and a  Aspect party on hold. Each time the parties are toggled, the one who was  Aspect CS active is placed on hold, and the one who was on hold becomes ...
  • Page 309 TELEPHONY Verb Alternate Notes A common use of this command is to switch back and forth between a supervisor and a customer during a consultation. The Start Consul- tation command allows you to place the customer on hold and dial a supervisor.
  • Page 310 TELEPHONY Verb Answer Answer AIT EDGEdial Plug-in The Answer command is used to answer a call.  Aspect  Aspect CS Avaya PC  CallPath Avaya  CallPath Nortel  CallPath ROLM  CV/LAN  Davox  Davox ext. call table ...
  • Page 311 TELEPHONY Verb Answer Properties: (continued) Receive misc The location in which to store the data sent from the Send misc data 2 property in another TELEPHONY verb data 2 command; can be a field or variable. Not currently used. Notes The Answer command is automatically executed by EDGE when an agent receives a call while waiting on the Auto-Receive screen.
  • Page 312 TELEPHONY Verb Campaign Resume Campaign Resume  AIT EDGEdial Plug-in The Campaign Resume command restarts a predictive dialer cam- Aspect paign previously suspended with the Campaign Suspend command. Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN  Davox ...
  • Page 313 TELEPHONY Verb Campaign Resume Notes For SER, EDGE does not initialize the campaign statistic files when resuming a campaign. Telephony Gateway Reference Manual...
  • Page 314 TELEPHONY Verb Campaign Status Campaign Status AIT EDGEdial Plug-in The Campaign Status command returns the current status of the Aspect campaign and writes it to an EDGE log file. Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN Davox Davox ext.
  • Page 315 TELEPHONY Verb Campaign Status Notes The Campaign Status command is the only way to write this data to an EDGE log file. This data is also written to the switch log file. For more information on the switch log file, see the section Telephony Logs.
  • Page 316 TELEPHONY Verb Campaign Status Campaign is suspended. Campaign is resuming. Campaign is being suspended, waiting for connected calls to complete. Number of agent stations assigned to the campaign. Number of agent stations off hook and waiting for calls. Number of agent stations on a call. Number of telephone numbers in the Call Processor.
  • Page 317 TELEPHONY Verb Campaign Status numbers have been connected to agents, and 37 calls have been abandoned. Telephony Gateway Reference Manual...
  • Page 318 TELEPHONY Verb Campaign Suspend Campaign Suspend  AIT EDGEdial Plug-in The Campaign Suspend command temporarily stops the dialer from Aspect dialing. Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN  Davox  Davox ext. call table Davox w/out admin ...
  • Page 319 TELEPHONY Verb Campaign Suspend Notes Specifying auto logoff executes an implicit Close Link to Hardware command for each agent. SER Dialer For SER, the Call Processor returns all calls to the SER Gateway. The SER campaign statistics are retained and will continue when the campaign resumes.
  • Page 320 TELEPHONY Verb Cancel Conference Cancel Conference AIT EDGEdial Plug-in The Cancel Conference command terminates an in-progress confer- Aspect ence call, leaving the agent connected to the original active party Aspect CS and placing the third party who was conferenced on hold. Avaya PC CallPath Avaya CallPath Nortel...
  • Page 321 TELEPHONY Verb Cancel Conference Notes To hang up the third party placed on hold when the Cancel Confer- ence command is executed, use the Disconnect Alternate command. Telephony Gateway Reference Manual...
  • Page 322 TELEPHONY Verb Cancel Transfer Cancel Transfer AIT EDGEdial Plug-in The Cancel Transfer command cancels a call transfer. The original Aspect agent remains connected to the call. Aspect CS  Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN  Davox ...
  • Page 323 TELEPHONY Verb Check for a Call Check for a Call AIT EDGEdial Plug-in The Check for a Call command checks the gateway for messages to  Aspect see if there are any available calls for the agent.  Aspect CS ...
  • Page 324 TELEPHONY Verb Check for a Call Properties: (continued) Receive misc The location in which to store the data sent from the Send misc data 2 property in another TELEPHONY verb data 2 command; can be a field or variable. Notes This command differs from the Wait for a Call command in that it...
  • Page 325 TELEPHONY Verb Close Campaign Close Campaign  AIT EDGEdial Plug-in The Close Campaign command stops the dialing of outbound calls Aspect and the connection of inbound calls for the specified campaign and Aspect CS requests that all uncalled telephone numbers be returned to EDGE. Avaya PC CallPath Avaya CallPath Nortel...
  • Page 326 TELEPHONY Verb Close Campaign Notes SER Dialer The following SER options set in the callset affect the behavior of campaign closing: • Deassign all agent stations. • Move campaign files. • Wait for all calls to be completed. Telephony Gateway Reference Manual...
  • Page 327 TELEPHONY Verb Close Link to Hardware Close Link to Hardware AIT EDGEdial Plug-in The Close Link to Hardware command logs an agent out of a cam-  Aspect paign (Dialer Gateways) or off of the switch (PBX Gateways). If the ...
  • Page 328 TELEPHONY Verb Close Link to Hardware Notes PBX Gateways For PBX Gateways, there is no difference between Agent Logoff Close Link to Hardware. Dialer Gateways For Dialer Gateways, when a Close Link to Hardware is executed, the logoff type is always set to Forced; therefore, any active call is termi- nated and the agent is immediately logged off.
  • Page 329 TELEPHONY Verb Conference Conference AIT EDGEdial Plug-in The Conference command connects a specified third party to an  Aspect existing call.  Aspect CS  Avaya PC  CallPath Avaya  CallPath Nortel  CallPath ROLM  CV/LAN  Davox ...
  • Page 330 TELEPHONY Verb Conference Properties: Number to dial The name of the campaign to conference with or the extension of an agent to dial; can be a literal, or a field or variable containing the data. This property is only used with the Davox and SER Gate- ways.
  • Page 331 TELEPHONY Verb Conference • Using the Disconnect Alternate command (if supported) to disconnect the added third party only, leaving the original parties on the call. Before the Conference command can be executed, the agent must have one party on hold and a second party active. This is accom- plished using the TELEPHONY verb Start Consultation command.
  • Page 332 TELEPHONY Verb Delete Misc Data Delete Misc Data AIT EDGEdial Plug-in The Delete Misc Data verb allows logic to delete data attached to the Aspect currently active call. Combined with the AttachedDataChanged Aspect CS event, this verb allows for a form of data communication between ...
  • Page 333 TELEPHONY Verb Delete Misc Data Properties: Data Either "*" to delete all miscellaneous data, or the data to delete. For Genesys, this is a multi-valued list of keys. When deleting data, anything after the first sub-value of each multi-value is ignored (see Miscellaneous Data Format for more information on the format of Genesys miscellaneous data).
  • Page 334 TELEPHONY Verb Dial Dial AIT EDGEdial Plug-in The Dial command sends the gateway a telephone number to dial.  Aspect  Aspect CS  Avaya PC  CallPath Avaya  CallPath Nortel  CallPath ROLM  CV/LAN  Davox  Davox ext. call table ...
  • Page 335 TELEPHONY Verb Dial Properties: (continued) Location The Aspect CCT to execute with the phone number. If this field is blank, the Number to dial property is used to dial a phone number. This property is optional. This property is only used with the Aspect and Aspect Con- tact Server Gateway .
  • Page 336 TELEPHONY Verb Dial If not dialing with a CCT, by default, if the number is less than seven digits, an internal phone line is used to dial the call; if the number is seven digits or greater, an external phone line is used to dial the call. Which type of line to use can be specified by adding one of the fol- lowing digits in front of the number to dial: •...
  • Page 337 TELEPHONY Verb Dial • If the property Use SER RD for preview is checked, an SER RD message is sent. This terminates the current call for the agent, and dials the specified phone number. The call is returned to the agent regardless of the outcome (for example, if the call results in a busy signal, it is still connected to the agent).
  • Page 338 TELEPHONY Verb Disconnect Disconnect AIT EDGEdial Plug-in The Disconnect command hangs up a call.  Aspect  Aspect CS  Avaya PC  CallPath Avaya  CallPath Nortel  CallPath ROLM  CV/LAN  Davox  Davox ext. call table ...
  • Page 339 TELEPHONY Verb Disconnect Properties: (continued) For SER, the disposition code must be two numeric digits. For a list of SER disposition codes consult your SER documentation. For Davox, this can be used to specify a Termina- tion Code for the call. If using an agent recall ter- mination code to specify a callback for the current call, the Callback date/time...
  • Page 340 TELEPHONY Verb Disconnect Properties: (continued) If specifying an extension, it must be one that is monitored by EDGE (for example, in use by another user). For CallPath only, a one (1) can be specified to dis- connect the first party added to the call, or a two (2) can be specified to disconnect the second party added to the call.
  • Page 341 TELEPHONY Verb Disconnect Gateways Supporting the Disconnect Ext/Number Property There are three ways a disconnect command can be executed: • The disconnect command is executed without an extension specified. The result is all parties on a call are disconnected from the call. This applies to the original agent and any third parties that were added to the call.
  • Page 342 TELEPHONY Verb Disconnect The following SER supported hang up options cannot be set from EDGE, however there are methods of tracking comparable informa- tion within EDGE: • SER callback date. • SER callback time. • SER alternate phone number. For assistance on using callbacks and alternate phone numbers in EDGE, contact EDGE Customer Care.
  • Page 343 TELEPHONY Verb Disconnect • If the next command is any other TELEPHONY command, the callback is finalized and an error message is returned indicat- ing the agent is in an invalid state for the command. Table 8-3 lists the formats Davox supports for specifying a Callback date and time to schedule an agent recall for the current call.
  • Page 344 TELEPHONY Verb Disconnect Alternate Disconnect Alternate AIT EDGEdial Plug-in The Disconnect Alternate command hangs up a third party who was Aspect added to a call using the Conference Start Consultation command, Aspect CS leaving the agent connected to the original party. Avaya PC ...
  • Page 345 TELEPHONY Verb Disconnect Alternate Notes The released agent is placed in unavailable mode following a discon- nect. Only calls from monitored extensions can be disconnected with this command. SER Dialer This command differs from Cancel Conference by disconnecting the third party instead of placing the third party on hold. Telephony Gateway Reference Manual...
  • Page 346 TELEPHONY Verb Get Records Get Records  AIT EDGEdial Plug-in The Get Records command requests undialed calls from the predic- Aspect tive dialer. Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN  Davox Davox ext. call table Davox w/out admin ...
  • Page 347 TELEPHONY Verb Get Records Properties: (continued) Phone number The phone number or SER status code associated with call events to be returned to EDGE; can be a lit- or status eral, or a field or variable containing the phone number or status code. To return all call events, specify an asterisk (*).
  • Page 348 Hold Hold EDGEdial Plug-in The Hold command places the call on hold, which means that nei-  Aspect ther the caller nor the agent can hear each other.  Aspect CS  Avaya PC  CallPath Avaya  CallPath Nortel ...
  • Page 349 Hold Notes If the Hold command is executed during a conference, the original agent and the added third party remain connected, and the cus- tomer is placed on hold; this is functionally identical to a consulta- tion. To remove the customer from hold, use the Retrieve a Call from Hold command.
  • Page 350 Make Agent Available Make Agent Available EDGEdial Plug-in The Make Agent Available command makes an agent available to  Aspect receive calls.  Aspect CS  Avaya PC  CallPath Avaya  CallPath Nortel  CallPath ROLM  CV/LAN  Davox ...
  • Page 351 Make Agent Available Notes If an Open Link to Hardware command has not already been exe- cuted, it is performed automatically. CallPath Gateway For CallPath with the ROLM switch, which does not support setting available modes, this command always places agents in a ready-for- calls state (same as inbound implicit).
  • Page 352 Make Agent Unavailable Make Agent Unavailable EDGEdial Plug-in The Make Agent Unavailable command makes the agent unavailable  Aspect for receiving calls.  Aspect CS  Avaya PC  CallPath Avaya  CallPath Nortel  CallPath ROLM  CV/LAN  Davox ...
  • Page 353 Make Agent Unavailable Properties: (continued) This property is not used with the EIS Gateway. Reason The reason code associated with the agent’s auxiliary work state. The reason code provides additional report- ing information for the switch to track the agent’s non- call activity.
  • Page 354 Make Agent Unavailable For CallPath with the Northern Telecom switch, this command always places agents in auxiliary work mode. Telephony Gateway Reference Manual...
  • Page 355 Miscellaneous Telephony Miscellaneous Telephony EDGEdial Plug-in The Miscellaneous Telephony command returns the status of switch  Aspect specific features.  Aspect CS  Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM  CV/LAN Davox Davox ext. call table Davox w/out admin ...
  • Page 356 Miscellaneous Telephony Properties: (continued) Miscellaneous The status of the feature or equipment; can be a field or variable. The possible response values vary response depending on the gateway and the requested com- mand; see the Notes section. Notes Genesys Gateway For detailed instructions on using the Miscellaneous command with the Genesys Gateway, please see Appendix K...
  • Page 357 Miscellaneous Telephony returned with each command, consult your Aspect documentation. Table 8-4. Aspect and Aspect CS Miscellaneous Command Prefixes Equipment Type Prefix for Command None Station Teleset Trunk Virtual agent Table 8-5. Aspect and Aspect CS Miscellaneous Command Responses Response Code Description Available to place a call.
  • Page 358 Miscellaneous Telephony Table 8-5. Aspect and Aspect CS Miscellaneous Command Responses (continued) Response Code Description Vacant; for example, undefined, inactive, not signed on, or off-hook. Unavailable; for example, dialing or set to do not dis- turb. CV/LAN Gateway For CV/LAN, the ASAI features and services for which statuses can be reported are described in Table 8-6.
  • Page 359 Miscellaneous Telephony Where each data item is separated by a space, and each type of data separated by a value mark. For example, the ACD split status query 0 might return 6^]2^]3 indicating there are six agents logged into the ACD split, with 2 available agents, and 3 calls queued.
  • Page 360 Miscellaneous Telephony Table 8-6. CV/LAN Miscellaneous Command Status Information (continued) Value ASAI Feature/Service Parameter Return Values Return Values Description ACD Agent Status Extension agent talk state Returns the current work mode or ACD split agent work mode of an agent (manual in, auto in, after call work, auxiliary work) and the agent’s talk state (on call or idle).
  • Page 361 Miscellaneous Telephony Table 8-6. CV/LAN Miscellaneous Command Status Information (continued) Value ASAI Feature/Service Parameter Return Values Return Values Description Call Status Extension # calls Returns information for all calls call ID party ID call state present at an extension; consists of a list of call identifiers, end- point call states (alerting, dialing, held, connected, bridged, other,...
  • Page 362 Miscellaneous Telephony Table 8-6. CV/LAN Miscellaneous Command Status Information (continued) Value ASAI Feature/Service Parameter Return Values Return Values Description Station Send-All-Calls Extension send all calls status Returns the status of the Station Status Send-All-Calls for the given extension (on, off). Station Call Forwarding Extension call forwarding status...
  • Page 363 Native Command Native Command  EDGEdial Plug-in The Native command passes any specified command string to the Aspect telephony device. The command that is sent is not validated by EDGE Aspect CS to ensure it is correct before it is passed to the dialer. Avaya PC CallPath Avaya CallPath Nortel...
  • Page 364 Native Command Properties: (continued) The command must be a valid telephony device mes- sage. A maximum of 462 bytes can be transferred. For the syntax of the message, consult your telephony device documentation. Notes Davox Gateway With the Davox Gateway, when sending a Native command, be sure that all prompts for additional input that Davox sends are also responded to using the Native command.
  • Page 365 Native Command The Native command can be used to release an agent who has not been released correctly from the Dialer system; this can occur if EDGE Client exits improperly or an agent’s PC becomes locked up. Figure 8-1 shows a sample logic flow. The Native command can be used to send an AU to release any calls or trunk resources associated with the specified agent, then an LO to log out the agent;...
  • Page 366 Open Campaign Open Campaign  EDGEdial Plug-in The Open Campaign command initiates a predictive dialer cam- Aspect paign. Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN  Davox  Davox ext. call table Davox w/out admin  EIS Genesys Avaya Genesys Nortel ...
  • Page 367 Open Campaign Notes The Open Campaign command is automatically executed when the first agent for a callset selects Start on the Auto-Dial screen, unless Open callset implicitly property on the Admin tab on the Callset page is not enabled. This command is also executed automatically when the first agent for a callset executes the Start Automated Telephony command or the Open Link to Hardware command, unless the Open callset implicitly property on the...
  • Page 368 Open Campaign • Call processor • Initialize files. Telephony Gateway Reference Manual...
  • Page 369 Open Link to Hardware Open Link to Hardware EDGEdial Plug-in The Open Link to Hardware command starts the telephony servers.  Aspect  Aspect CS For the Avaya PC module, this command establishes a connection  Avaya PC with the Proactive Contact server. ...
  • Page 370 Open Link to Hardware Notes If the Auto startup property in the Telephony Device is selected, and the set of telephony servers is not running, this command is called implicitly by Agent Logon or by Open Campaign to start the servers. Telephony Gateway Reference Manual...
  • Page 371 Put Records Put Records  EDGEdial Plug-in The Put Records command sends one or more call events to the Aspect dialer based on the callset definition. Aspect CS Avaya PC CallPath Avaya  CallPath Nortel  CallPath ROLM  CV/LAN ...
  • Page 372 Put Records Notes When the call event is sent to the dialer, the call is transferred to the DIALER queue and a record is created for the call event in the PDW_QUEUEn file. When the call event is returned to EDGE or con- nected to an agent, the call event is transferred out of the DIALER queue, and the PDW_QUEUE file entry is deleted.

  • Page 373: Telephony Gateway Reference Manual

    Put Records • Limit. • Percent. EIS Gateway The following properties on the Callset EIS 2 tab determine which call events to send to the telephony device: • Call Processor Records per agent. • Minimum Inventory request count. • Nuisance Rate. •...
  • Page 374 Put Records Unconditional Put Records Unconditional  EDGEdial Plug-in The Put Records Unconditional command sends one or more call Aspect events to the dialer based on the verb command settings. Aspect CS Avaya PC CallPath Avaya  CallPath Nortel  CallPath ROLM ...
  • Page 375 Put Records Unconditional Notes When the call event is sent to the dialer, the call is transferred to the DIALER queue and a record is created for the call event in the PDW_QUEUEn file. When the call event is returned to EDGE or con- nected to an agent, the call event is transferred out of the DIALER queue, and the PDW_QUEUE file entry is deleted.
  • Page 376 Redirect Call Redirect Call EDGEdial Plug-in The Redirect Call command allows a call at a station to be redirected Aspect to another station or ACD. Aspect CS Avaya PC  CallPath Avaya  CallPath Nortel  CallPath ROLM  CV/LAN Davox Davox ext.
  • Page 377 Redirect Call Properties: (continued) Send misc The data to be passed to another TELEPHONY verb command; can be a literal, or a field or variable con- data 1 taining the data. The data is stored in the first multivalue position of $TP.DATA and the Receive misc data 1 property on the receiving station.
  • Page 378 Retrieve a Call from Hold Retrieve a Call from Hold EDGEdial Plug-in The Retrieve a Call from Hold command reconnects callers previ-  Aspect ously placed on hold to the agent who placed them on hold.  Aspect CS  Avaya PC ...
  • Page 379 Retrieve a Call from Hold Notes This command retrieves calls placed on hold by either the Confer- ence or the Start Consultation command. CallPath Gateway For the CallPath Northern Telecom switch, which does not support the Hold command, this command is used to retrieve a call placed on hold by the Start Consultation command, if the consultation fails.
  • Page 380 Retrieve Call Information Retrieve Call Information EDGEdial Plug-in The Retrieve Call Information command retrieves information from Aspect the gateway regarding the status of a specified extension. Aspect CS  Avaya PC  CallPath Avaya  CallPath Nortel  CallPath ROLM ...
  • Page 381 Retrieve Call Information Notes CV/LAN Gateway This performs the same function as a Miscellaneous Telephony com- mand for Calls Query. The Retrieve Call Information command returns a list of call identifi- ers for all calls present at the specified agent extension; a list of party identifiers and identification of agent extensions on the call;...
  • Page 382 Retrieve Call Information Table 8-7. CallPath Gateway Status Information Position Description The number of calls with a status of alerting for the exten- sion. The number of calls with a status other than hold, alert- ing, or conference for the extension. The number of conference calls active for the extension.
  • Page 383 Retrieve Call Information Table 8-8. Avaya PC retrieve call info status codes Status Code Description S70001,<Job> Agent is on a call working on <Job>, cur- rently working with a customer record. S70002,<Job> Agent is ready for a call working on <Job>. Currently waiting for next customer record.
  • Page 384 Retrieve IVR Data Retrieve IVR Data EDGEdial Plug-in The Retrieve IVR Data command retrieves data entered by a caller  Aspect using the EDGE IVR Gateway.  Aspect CS  Avaya PC For information on the Retrieve IVR Data command, consult the ...
  • Page 385 Send DTMF Tones Send DTMF Tones EDGEdial Plug-in The Send DTMF tones command allows dual tone multi-frequency Aspect (DTMF) tones to be sent while an agent is on an active call. Aspect CS  Avaya PC  CallPath Avaya CallPath Nortel CallPath ROLM ...
  • Page 386 Send DTMF Tones Notes Not supported with Davox using a Northern Telecom switch. Telephony Gateway Reference Manual...
  • Page 387 Send User Data Send User Data EDGEdial Plug-in The Send User Data verb gives the ability to pass a string of data to Aspect the Telephony Gateway and designate if the EDGE Telephony servers Aspect CS should wait for a response. There is no validation by EDGE on the ...
  • Page 388 Send User Data Properties: Properties: Data The call-related data to be sent to the Gateway. Genesys The Send User Data verb is used to commu- nicate with the Genesys Campaign Manager. The verb gives you the ability to attach call- related user data to a Genesys T-Server “TsendUserEvent”...
  • Page 389 Send User Data Properties: In each key-value pair, parameters are separated by ^\ delimiters. Multi- ple key-value pairs are separated by ^] delimiters. Wait for Specifies whether the Send User Data command should wait for a Response from the Gateway. The value can be response either “Y”...
  • Page 390 Send User Data Telephony Gateway Reference Manual...
  • Page 391 Set Callback Set Callback EDGEdial Plug-in The Set Callback command tells the dialer to schedule a callback for Aspect another date and time. Aspect CS  Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN Davox Davox ext. call table Davox w/out admin Genesys Avaya Genesys Nortel...
  • Page 392 Set Callback Properties: Date/Time A variable containing two multi-values. The first multi-value indicates the date of the callback and must match the format expected by the Avaya Proactive Contact Server, which may be one of the following: • YY/MM/DD • MM/DD/YY •...
  • Page 393 Set Callback Notes Avaya Proactive Contact If only a single digit is provided as the phone number, then it assumed to be a phone index into the current customer record rather than an actual phone number. Telephony Gateway Reference Manual...
  • Page 394 Set Campaign Options Set Campaign Options  EDGEdial Plug-in The Set Campaign Options command updates the campaign with Aspect the new values specified in the EDGE callset for some or all of the Aspect CS processing options currently in effect on the campaign. The changes Avaya PC take effect immediately, and remain in effect until the callset values CallPath Avaya...
  • Page 395 Set Campaign Options Notes This performs the same functionality as specifying Yes on the Update Servers with Callset dialog box presented when saving a callset. (The Set Campaign Parameters command is also performed when Yes is specified.) EIS Gateway The following callset properties are used to update EIS when this command is executed: From the Callset EIS 1...
  • Page 396 Set Campaign Options • Modem. • No Connects. • Number not in Service. • Rejected Record. • Rescheduled Dial Attempt. • Ring No-Answer. • Unknown Number. The following properties on the Callset EIS 2 tab are used to update EIS when this command is executed: •...
  • Page 397 Set Campaign Parameters Set Campaign Parameters  EDGEdial Plug-in The Set Campaign Parameters command updates the campaign with Aspect the new values specified in the EDGE callset for the processing Aspect CS options currently in effect on the campaign. The changes take effect Avaya PC immediately, and remain in effect until the callset values are CallPath Avaya...
  • Page 398 Set Campaign Parameters Notes This performs the same functionality as specifying Yes on the Update Servers with Callset dialog box presented when saving a callset. (The Set Campaign Options command is also performed when Yes is spec- ified.) EIS Gateway The following callset properties are used to update EIS when this command is executed: From the Callset...
  • Page 399 Set Campaign Parameters • No–Answer Count. • No–Answer Delay. • No–Answer Time. • Nuisance Delay. • Nuisance Rate. • Records per Agent. • Rest Time. Telephony Gateway Reference Manual...
  • Page 400 Auto-Receive. The time to wait before rout-  CallPath Avaya ing is controlled by the variable $AUTODELAY. (For more information  CallPath Nortel on $AUTODELAY, see the EDGE 7.11 Developer Reference Manual.)  CallPath ROLM  CV/LAN  Davox ...
  • Page 401 Start Coach Start Coach EDGEdial Plug-in The Start Coach command connects a supervisor to an agent’s exten- Aspect sion allowing the supervisor to hear the phone call and assist the Aspect CS agent. Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN ...
  • Page 402 Start Coach Notes To coach an agent, the agent performing the monitoring must be defined with supervisor permissions on the Davox system. Telephony Gateway Reference Manual...
  • Page 403 Start Consultation Start Consultation EDGEdial Plug-in The Start Consultation command places the original caller on hold  Aspect and establishes a connection to a third party.  Aspect CS  Avaya PC  CallPath Avaya  CallPath Nortel  CallPath ROLM ...
  • Page 404 Start Consultation Properties: Station to consult The extension of the agent with which to consult; can be a literal, or a field or variable containing the phone number. For information on consulting with Aspect and Davox see the Notes section. Or operator ID The ID of the EDGE user with which to consult;...
  • Page 405 Start Consultation Properties: (continued) Send misc data 2 The data to be passed to another TELEPHONY verb command; can be a literal, or a field or variable containing the data. The data is stored in the second multivalue posi- tion of $TP.DATA and the Receive misc data 2 property on the receiving station.
  • Page 406 Start Consultation Properties: (continued) If the action taken following the consultation does not match the purpose specified in the command, it will fail. For example, assume the Start Consulta- tion command executes with the Transfer purpose. If the Conference command is executed to add a third party instead of transferring the call to a third party, the conference will fail.
  • Page 407 Start Consultation A consultation can be terminated in the following ways: • Using the Disconnect command to disconnect all parties from the call, and terminate the consultation. • Using the Disconnect Alternate command to disconnect the added third party only, leaving the original parties on the call (if supported on your Gateway).
  • Page 408 Start Consultation Davox For Davox, specify a null ("") in the Station to consult property to con- sult with the first available member of the supervisor group defined on the Davox system. Telephony Gateway Reference Manual...
  • Page 409 Start Monitoring Start Monitoring EDGEdial Plug-in The Start Monitoring command begins the monitoring of an agent’s Aspect calls. Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN  Davox  Davox ext. call table  Davox w/out admin ...
  • Page 410 Start Monitoring Properties: (continued) This property is only used with the Davox Gateway and TMI. Notes Davox Gateway To monitor an agent or trunk, the agent performing the monitoring must be defined with supervisor permissions on the Davox system. EIS Gateway The agent that is to be monitored must be assigned to an open cam- paign.
  • Page 411 Start Monitoring tor. Once this command is executed, the person who is moni- toring must manually specify the agent to monitor by dialing an asterisk plus the agent’s workstation ID, or, if monitoring an outside phone line, dial a pound sign (#) plus the number of the outside phone line on the telephone keypad.
  • Page 412 Start Monitoring This command cannot be used to monitor an outside phone line. If this command is executed while already monitoring a station, the monitor is switched to the newly specified sta- tion. Telephony Gateway Reference Manual...
  • Page 413 Stop Automated Telephony Stop Automated Telephony EDGEdial Plug-in The Stop Automated Telephony command executes a Close Link to  Aspect Hardware command and sets an internal variable so that the next  Aspect CS time the agent routes to $END, they go to the Call Center screen ...
  • Page 414 Stop Coach Stop Coach EDGEdial Plug-in The Stop Coach command terminates a coaching session started Aspect using the Start Coach command. Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN  Davox  Davox ext. call table  Davox w/out admin Genesys Avaya Genesys Nortel ...
  • Page 415 Stop Monitoring Stop Monitoring EDGEdial Plug-in The Stop Monitoring command terminates the monitoring of an Aspect agent’s calls. Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN  Davox  Davox ext. call table  Davox w/out admin ...
  • Page 416 Transfer Transfer EDGEdial Plug-in The Transfer command sends a call (voice only) to another agent,  Aspect ACD group (PBX), or campaign (Dialer), and terminates the call for  Aspect CS the originator of the transfer.  Avaya PC  CallPath Avaya ...
  • Page 417 Transfer Properties: Station to The destination of the transferred call; can be a literal, or a field or variable containing the destination. transfer to Typically this is a workstation ID, ACD group, predictive dialer campaign, or external phone number. The accept- able values vary based on the gateway;...
  • Page 418 Transfer Properties: (continued) Send misc The data to be passed to another TELEPHONY verb com- mand; can be a literal, or a field or variable containing data 1 the data. The data is stored in the first multivalue position of $TP.DATA and the Receive misc data 1 property on the receiving station.
  • Page 419 Transfer To perform a blind transfer, the agent only has one party connected. In the command properties, specify either the destination extension for the transfer or the destination agent’s operator ID; not both. A blind transfer is not supported with all gateways. The Transfer command causes the agent to be disconnected and the other two parties to be connected to each other.
  • Page 420 Transfer For example, to perform a blind transfer, you must first create a CCT that takes an extension and transfers a call. Then, in your Transfer logic, specify #8 then the CCT number in the property Station to transfer to. Copy the extension to transfer to into $TP.DATA. EDGE automatically copies the extension from $TP.DATA to the Aspect Data field (recommended to be set to DATA_E).
  • Page 421 Transfer work mode until a Disconnect command is executed. In this scenario the Transfer command does not require the station or OPID to be transferred to be specified. • The agent is connected to one party, and wishes to transfer the call to a specific destination agent.
  • Page 422 Transfer If the destination agent is not immediately available, use the Cancel Transfer command to stop waiting for a destination agent. The agent’s phone set remains occupied until the Cancel Transfer com- mand is executed. By default for TMI, a blind transfer is emulated by first issuing a Start Consultation command, then the Transfer command.
  • Page 423 Update Dialer with Callset Update Dialer with Callset  EDGEdial Plug-in The Update Dialer with Callset command updates the EDGE shared Aspect memory with any new information set in the EDGE Callsets tab. If a Aspect CS callset queue is changed, executing this allows EDGE to send calls Avaya PC based on the new definition.
  • Page 424 Update Dialer with Callset Notes Execute this command only if the callset has changed. If the callset options such as the abandon rate or pacing method were changed, Set Campaign Options Set Campaign Parameters commands should be executed as well. Telephony Gateway Reference Manual...
  • Page 425 Update Misc Data Update Misc Data EDGEdial Plug-in The Update Misc Data verb allows logic to change the data attached Aspect to the currently active call. Combined with the Attached- Aspect CS DataChanged event, this verb allows for a form of data communica- ...
  • Page 426 Update Misc Data Properties: Data The data that the call should be updated with. Genesys miscellaneous data is formatted as a series of key/ value pairs (see Miscellaneous Data Format for more information about how to format data for use with Genesys) Telephony Gateway Reference Manual...
  • Page 427 Update Telephony Servers Update Telephony Servers EDGEdial Plug-in The Update Telephony Servers command updates the running tele-  Aspect phony servers with new options specified in the command.  Aspect CS Avaya PC  CallPath Avaya  CallPath Nortel  CallPath ROLM ...
  • Page 428 Update Telephony Servers Update Telephony Servers verb. See Dynamic VDN Registration pendix K, Genesys. Properties: Console log The path for any fatal error messages generated by the set of telephony servers; can be a literal, or a field or path variable containing the console path.
  • Page 429 Update Telephony Servers Properties: (continued) Log the Non Connect messages to the switch log file. Log the Connect messages to the switch log file. Log TELEPHONY Put Record command mes- sages to the guide log file. For example, to add logging for telephony device Con- nect and Non Connect messages, add 4 and 8, and enter 12 in this field.
  • Page 430 Voice Message Voice Message EDGEdial Plug-in The Voice Message command creates and manipulates pre-recorded Aspect messages and conversation recordings. Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN  Davox  Davox ext. call table  Davox w/out admin Genesys Avaya Genesys Nortel ...
  • Page 431 Voice Message Subcommands Archive Subcommand Retained for backward compatibility. Attach Data Subcom- Retained for backward compatibility. mand Cancel Subcommand Cancels a recording and discards any recorded information. Used with TMI only. Delete Subcommand Retained for backward compatibility. Pause Subcommand Pauses a recording. Used with TMI only. Play Subcommand Plays a recorded message.
  • Page 432 Voice Message Cancel The Cancel subcommand stops a voice recording. Only used with TMI. Subcommand Properties: Recording ID The name of the recording; can be a literal, or a field or variable containing the recording ID. Pause The Pause subcommand stops a voice recording. Only used with TMI. Subcommand Properties: Recording ID...
  • Page 433 Voice Message Properties: (continued) Enable DTMF control Retained for backward compatibility. User-supplied data The record ID of a data record to be attach to the voice recording; can be a literal, or a field or variable containing the record ID of the data to be attached.
  • Page 434 Voice Message Resume The Resume subcommand resumes a voice recording. Only used with Subcommand TMI. Properties: Recording ID The name of the recording; can be a literal, or a field or variable containing the recording ID. User-supplied The record ID of a data record to be attach to the voice recording;...
  • Page 435 Voice Message Notes For the Davox gateway, a Digital Recording server must be present on the Davox system. The recorded phone calls can only be accessed from the Davox system. Telephony Gateway Reference Manual...
  • Page 436 Wait for a Call Wait for a Call EDGEdial Plug-in The Wait for a Call command places the agent in a loop where the  Aspect dialer is continually checked for any calls for that agent.  Aspect CS  Avaya PC ...

  • Page 437: Telephony Gateway Reference Manual

    Wait for a Call Properties: (continued) Receive misc The location in which to store the data sent from the Send misc data 1 property in another TELEPHONY com- data 2 mand; can be a field or variable. Notes This command can be used to place an agent into the proper wait state to receive a transferred call.
  • Page 438 Status Messages Status The telephony servers return status messages when an error occurs; Messages each status message is written to the log file of the server reporting the error. Status messages can be returned for the following reasons: • As a response to EDGE TELEPHONY verb commands executed implicitly using the | or explicitly in logic flows.
  • Page 439 Status Messages The communication failure status message appears as fol- lows: init_socket on 5001 failed errno=79, retry in 5 seconds, retries left=59 The socket number (for example, 5001), error number (for example, 79), time between retries (for example, 5), and num- ber of retries (for example, 59) will vary.
  • Page 440 Status Messages started, and are displayed on the screen of the agent starting the set of servers. These messages are listed in Table 8-9. Table 8-9. EDGE Status Codes Code Description –1000 Communication was interrupted by the agent. Agent pressed or the key while waiting for a response CTRL...
  • Page 441 Status Messages Table 8-9. EDGE Status Codes (continued) Code Description –1006 A communication error occurred during a Wait for call or Check for call command. Check the telephony logs for the system error number explaining the failure. –1007 The XGUIDE was unable to successfully send a message to the guide server.
  • Page 442 Status Messages Table 8-9. EDGE Status Codes (continued) Code Description –1010 The telephony switch type (the ID of the TPHNY_INTF file, such as EIS) specified in the telephony device record does not match the telephony switch type stored in shared memory. One possible cause is the telephony switch type in the tele- phony device record has been changed since the generic set of servers started.
  • Page 443 Status Messages Table 8-9. EDGE Status Codes (continued) Code Description –1015 Failed to clean up telephony servers. When the set of generic telephony servers start, they attempt to kill any servers run- ning from the previous session. This error occurs if they are unable to kill these servers.
  • Page 444 Status Messages Table 8-9. EDGE Status Codes (continued) Code Description -1021 Failed to monitor agent during assign agent. The guide server issued a request to monitor an agent (receive mes- sages on behalf of an agent), but got an error from the switch.

  • Page 445: Telephony Gateway Reference Manual

    Status Messages Table 8-9. EDGE Status Codes (continued) Code Description –1026 Nonmatching shared memory size. The telephony server found the shared memory size is different from what it expects. Make sure the system telephony environment is clean, that is, the telephony shared memory, semaphores, and message queues are removed from the system, and there are no left-over servers running, then try to start the server again.

  • Page 446: Telephony Gateway Reference Manual

    Status Messages Table 8-9. EDGE Status Codes (continued) Code Description –1031 Nonmatching EDGE home; this means the EDGE home direc- tory as found in the environment variable $EDGE does not match the EDGE home directory stored in shared memory. This could happen if an EDGE account attempts to use a set of telephony servers started for a different EDGE account on the same machine.
  • Page 447 Status Messages Table 8-9. EDGE Status Codes (continued) Code Description -1038 The agent specified in a Close Link to Hardware command is not logged into telephony. -1039 The held call ID is null; therefore cannot retrieve held call from hold during a transfer or conference. -1500 For telephony commands specifying an operator ID (such as Start Consultation), the specified operator ID cannot be...
  • Page 448 Host-Based Routing Overview  AIT EDGEdial Plug-In Host-based routing is the process of selecting a path for an inbound  Aspect call; it is not used with the Dialer Gateways.  Aspect CS  CallPath Avaya Host-based routing gives the EDGE developer close control over ...
  • Page 449 Host-Based Routing Overview Other switch information such as the DNIS, collected digits, II digits, and VDN may also be available to aid in determining the call routing. A typical host-based routing implementation is to populate the cus- tomer record with the extension of an assigned agent who always services the account.

  • Page 450: Telephony Gateway Reference Manual

    Host-Based Routing Overview • Multithreaded Host-Based Routing. • Host-Based Routing Process. • Setting Up Host-Based Routing. Host-Based The host-based router server is an Interprocess Communications Routing Server (IPC) server that is created from host-based router tasks which you write. When enabled, the host-based router server becomes a mem- ber of the generic set of telephony servers.

  • Page 451: Telephony Gateway Reference Manual

    For more information, see . • A SYS field, $TP.CALLID, can be used to track a unique switch- assigned call ID. For more information, refer to the EDGE 7.11 Developer Reference Manual. • The host-based routing manager writes data to a log file. For more information, see the section hbr#.account.log0.
  • Page 452 Host-Based Routing Overview • tpserver Command can be used to report information on the status of the multithreaded host-based routing servers. For more information, see the section tpserver Command. Host-Based When host-based routing has been enabled for the telephony Routing Process device, inbound calling works as follows: The gateway passes the switch server a message for each inbound call.
  • Page 453 Host-Based Routing Overview b. If a host-based router server was not created for the project, the default host-based router server specified in the tele- phony Device setup is used. c. If the default EDGE account does not contain a host-based router, the call is returned to the switch, and is routed to a default extension or group as defined on the switch.
  • Page 454 Host-Based Routing Setting Up Host-Based Routing Setting Up Host-Based Routing To use host-based routing, perform the following steps: Enable host-based routing by checking the Enable host-based routing property on the . If needed, enable multiple host-based routing servers by check- ing the Enable multithreading property on the .
  • Page 455 Host-Based Routing Setting Up Host-Based Routing ments to select agents or groups to receive the inbound calls using criteria that meets business needs. To select a route destination for the host-based router task, fre- quently the customer record is retrieved using the information pro- vided by the switch.

  • Page 456: Figure

    To display the task definition page, select the following: EDGE or a project / Task area A sample host-based routing task is shown in Figure 9-1. For more information on tasks, see the EDGE 7.11 Developer Reference Man- ual. Telephony Gateway Reference Manual...
  • Page 457 Host-Based Routing Setting Up Host-Based Routing Figure 9-1. Host-Based Routing Task Create the Server The host-based router server is created from the host-based router task. Host-based router tasks can be converted to a server at the EDGE or project level. The process created for each host-based router server is called tphbr_server.
  • Page 458 Host-Based Routing Setting Up Host-Based Routing located in the bin directory at the level it was created (for example, / usr/SOFTSELL/bin). There can only be one host-based router server per project. Each time the Make Host-Based Router command is run, the existing host- based router server in the bin directory is overwritten.
  • Page 459 Host-Based Routing Setting Up Host-Based Routing On the Task Definition tab, select the host-based router task to be converted and click the Make Host-Based Router button. The Make Host-Based Router button is not enabled unless the task has been successfully assembled. Note: It is strongly recommended that standard error be set before run- ning the Make Host-Based Router Server option because there is no message returned to the screen indicating if tphbr_server was...
  • Page 460 Host-Based Routing Setting Up Host-Based Routing select Setup from the File menu; then specify the file in the server trace and check the Start server trace checkbox. When the Make Host-Based Router command is used, the EDGE task is converted to a server. Telephony Gateway Reference Manual...
  • Page 461 Telephony Events Overview AIT EDGEdial Plug-In A telephony event occurs when the status of a call or the status of an  Aspect agent changes. The telephony event triggers a message that pro-  Aspect CS vides information regarding what has happened to the call or agent. ...
  • Page 462 Telephony Events Overview unsolicited telephony events for your particular gateway, see the applicable appendix. Telephony event monitoring allows EDGE to react to unsolicited agent and call status changes that occur both inside and outside of an EDGE project. The developer can monitor unsolicited telephony events related to the call or agent state and attach actions or logic flows to the events.
  • Page 463 Telephony Events Overview Table 10-1. Telephony Events by Gateway EDGE Event Agent          Agent available         Agent idle  Agent inbound implicit  Agent inbound explicit ...
  • Page 464 Telephony Events Overview Table 10-1. Telephony Events by Gateway (continued) EDGE Event          Call connected          Call disconnected       ...
  • Page 465 Telephony Events Setup Setup EDGE can be set up to monitor changes in call and agent states. To enable the monitoring of telephony events, select the following: EDGE / Telephony area / Device tab When you add or modify a telephony device, a page similar to the following is displayed: Telephony Gateway Reference Manual...

  • Page 466: Telephony Gateway Reference Manual

    Telephony Events Setup Check this box. To set up telephony event monitoring, check the Telephony events check box on the General tab. This enables the Telephony Events tab. Telephony Gateway Reference Manual...

  • Page 467: Telephony Gateway Reference Manual

    Telephony Events Select Telephony Events to Monitor Select Telephony Events to Monitor Telephony events can be monitored at both the EDGE and project level. Actions can be assigned at the EDGE level for telephony events that occur outside of a project while logic flows can be assigned at the project level for telephony events that occur while an agent is within a project.
  • Page 468 Telephony Events Select Telephony Events to Monitor • The Project Selection screen when the agent has accessed the screen by selecting the cancel button on the Auto-Receive or Auto-Dial screen. Otherwise, if an unsolicited event occurs while the agent is on the Project Selection screen, EDGE assumes the agent is still in the last project, and logic, not actions, are invoked.
  • Page 469 Telephony Events Select Telephony Events to Monitor To select the telephony events you want to monitor, select the fol- lowing: EDGE / Telephony area / Device tab / add or modify / Telephony Events To activate any monitoring changes, the EDGE telephony servers must be restarted.
  • Page 470 Telephony Events Select Telephony Events to Monitor Check this property for each event to be monitored. Properties: Action The action to invoke when a monitored telephony event occurs; can be one of the following: Ignore Monitors the event but takes no action. Telephony Gateway Reference Manual...
  • Page 471 Route to project. The agent is routed to the inbound window, screen, and tab specified in Guide Options. For more information, see the EDGE 7.11 Developer Reference Manual. Note: The Monitor property must be checked if you want to associate an action or logic flow with a particular telephony event.
  • Page 472 Telephony Events Select Telephony Events to Monitor Assign Logic Logic flows can be tied to unsolicited telephony events that occur Flows to while an agent is within the project. For example, if a customer dis- Telephony Events connects the phone during the middle of a call, logic could be used to automatically route the agent to the end of the project.
  • Page 473 Telephony Events Select Telephony Events to Monitor Properties: Event Lists the telephony events that can be monitored. The events available are gateway dependent. Table 10-1 for a list of telephony events that can be monitored for each gateway. Logic The name of the logic flow to invoke when the tele- phony event occurs.
  • Page 474 Telephony Events Select Telephony Events to Monitor Events to Agents In some situations it can be unclear whether a telephony event sent to an agent is solicited or unsolicited. Table 10-2 presents some com- mon scenarios and indicates whether the associated events are solic- ited or unsolicited.
  • Page 475 Telephony Events Select Telephony Events to Monitor Table 10-2. Telephony Event Scenarios (continued) Event Message? Event Description Original Agent Called Party Third Party Disconnect Two EDGE agents on phone, third Yes (unsolicited) Yes (solicited) — party agent disconnects. Disconnect Original agent disconnects from a Yes (solicited) conference call.
  • Page 476 Files, Fields, and Screens Overview The EDGE Telephony Gateway uses files, fields and screens that are not used elsewhere in EDGE. These are described in this chapter. The following two types of files are used by the EDGE Telephony Gateway: •...
  • Page 477 Files, Fields, and Screens Telephony Logs Telephony Logs Messages that are received and sent by the telephony servers are logged. These log files allow each message generated within the EDGE Telephony Gateway to be traced. For example if an agent exe- cutes a logic that performs a Dial command, the guide server log shows the message being sent to the gateway, and the switch server log shows the result of the Dial command (typically a connect).
  • Page 478 Files, Fields, and Screens Telephony Logs cally moved to another log file, and a new empty log file with the original name is created. Each time, the oldest of the four log files is replaced. Each log file is moved to a new name using the following convention: First time moved The log file is moved to a file of the same name,...
  • Page 479 Files, Fields, and Screens Telephony Logs There is no limit to the size that can be specified; however, be aware there can be up to four versions of each log file at a time. This can use a great deal of disk space if the maximum size is large. The following log files are used with telephony: daemon.log0 Contains messages sent and received during the...
  • Page 480 Files, Fields, and Screens Telephony Logs guide.log0 Contains messages processed by the guide server and sent to the gateway or the database server. This log contains a message for each telephony command executed either explicitly in logic, or implicitly using the Built-in Functionality.
  • Page 481 Files, Fields, and Screens Telephony Logs • Thread numbers 5-9 are reserved for the second server. • Thread numbers 10-14 are reserved for the third server. ivr.log0 Contains messages sent and received during the startup and shutdown of the EDGE IVR servers. This log file should be checked if the tpivr_servers do not start.
  • Page 482 Files, Fields, and Screens Telephony Logs EDGEdial.log0 Contains messages sent and received during the startup and shutdown of the connection to the AIT Dialer. This log file should be checked if the tpsd_servers do not start. This log only used with the AIT EDGEdial Plug-in. EDGEdialrcv.log0 Contains messages received from the AIT Dialer to be passed to the guide server, database server, or...
  • Page 483 Files, Fields, and Screens Telephony Logs switch.log0 Contains messages received from the telephony device by the switch server to be passed to the XGUIDE or database server. This log contains mes- sages from the dialer responding to the telephony commands executed by the agent. A message is also written to this log each time a HBR server is started.
  • Page 484 Files, Fields, and Screens Telephony Logs wsapi thread logs Contains all messages sent and received by agentext.agentID each agent using the WSAPI interface. There is one log per agent login. The filename is the agent extension concatenated with the agent ID separated with a period (for example, 4001.tsr1).
  • Page 485 Files, Fields, and Screens Telephony Logs –e hh:mm:ss The end time using the 24 hour clock in the format hh:mm:ss (for example, 20:15:00 for 8:15 PM). –f logfile logfile The log files to include in the summary xlog file (for example, guide.log0 and switch.log0).
  • Page 486 Files, Fields, and Screens EDGE Files Used by Telephony EDGE Files Used by Telephony The following EDGE files are used with the EDGE Telephony Gateway. The file layout for each file is located in Appendix CALLSET The CALLSET file contains a record for each callset defined using the Callset command from the Telephony area.
  • Page 487 Files, Fields, and Screens EDGE Files Used by Telephony ward them to their new queue based on the non–connect dialer sta- tus code. The PDW_QUEUEn file is created automatically at the system level of EDGE when the telephony device is created; n represents the tele- phony server number, and is appended to the filename if it is not zero.
  • Page 488 Logging to this file is controlled by the Reporting Tab. Typically this file would be reported on using EDGE Ad Hoc reporting. For information on ad hoc reporting, consult the EDGE 7.11 Developer Reference Manual. Telephony Gateway Reference Manual...
  • Page 489 Files, Fields, and Screens SYS Fields SYS Fields The EDGE SYS fields used with the EDGE Telephony Gateway are listed in Table 11-1. Table 11-1. EDGE Telephony SYS Fields SYS field Notes $AVAIL $CAMPAIGN Only used with the Dialer Gateways. $CAMPAIGNID Only used with the Dialer Gateways.
  • Page 490 Files, Fields, and Screens SYS Fields Table 11-1. EDGE Telephony SYS Fields (continued) SYS field Notes $TP.CALLHISTORY Only used with telephony events. This field can grow very large if it is not cleared having agents route to $END between calls, therefore it is auto- matically reduced in size by half when it reaches the limit of 7 kilobytes (the oldest data is dis- carded).
  • Page 491 Files, Fields, and Screens SYS Fields Table 11-1. EDGE Telephony SYS Fields (continued) SYS field Notes $TP.INEXT Only used with the PBX Gateways. $TP.INVDN Not used with the Dialer Gateways. Not used with the Davox Gateway. $TP.LOCATION Only used with the Genesys Gateway. $TP.OUTEXT $TP.SETTYPE Only used with the Aspect and Aspect CS Gate-...
  • Page 492 Files, Fields, and Screens SYS Fields Table 11-1. EDGE Telephony SYS Fields (continued) SYS field Notes $UNAVAIL $WAITCALLDT $WAITCALLTM $WSID Telephony Gateway Reference Manual...
  • Page 493 Files, Fields, and Screens EDGE Screens EDGE Screens The EDGE screens used with the EDGE Telephony Gateway are described in Table 11-2. Table 11-2. EDGE Screens for Telephony E D G E Description EDGE Screen Client Name $INERR Screen displayed when a telephony route to Dialer Mes- a project fails.
  • Page 494 Auto- Receive. For information on using these screens, see the discussion of screens in the EDGE 7.11 EDGE Client Reference Manual and EDGE functions in the EDGE 7.11 Developer Reference Manual. Telephony Gateway Reference Manual...
  • Page 495 Redundant Servers The EDGE Telephony Gateway resets communication with a backup server when the primary server goes down. This recovery is transpar- ent to agents. Note: Note: Adding redundant remote connections to EDGE only makes sense when EDGE is connecting to a telephony middle- ware component (this includes Genesys and CV/LAN).
  • Page 496 Redundant Servers reset communication to the backup server, EDGE shuts down the switch server, looks for the backup server connection information, and connects to the backup server. Then, the guide server spawns a new switch server, because the guide server and switch server need to share the same connection to the telphony server.
  • Page 497 Redundant Servers Backup Server In order for EDGE gateway redundancy to function properly, please Requirements observe the following requirements: Configure the primary and backup Servers as multi-connection points in the telephony device. Using the General tab for the telephony device, add or modify the Internet address/Host name for the primary and backup Servers as shown in Figure...
  • Page 498 Redundant Servers Note: Redundancy will not work correctly if the backup Server is started after the primary Server goes down. Start the EDGE telephony server. Telephony Gateway Reference Manual...
  • Page 499 Redundant Servers Figure L-1. Defining Primary and Backup Server Addresses or Host Names Primary Genesys T-Server Backup Genesys T-Server Telephony Gateway Reference Manual...
  • Page 500 Redundant Servers Figure L-2. Defining Primary and Backup Server TCP Ports Primary Genesys T-Server Backup Genesys T-Server Telephony Gateway Reference Manual...
  • Page 501 Redundant Servers Switch Log When the EDGE telephony server loses connection with the primary Server, it immediately attempts to connect to the backup Server. At this time, the EDGE telephony server writes the following entries to the EDGE switch.log file: Reset communication …...
  • Page 502 Troubleshooting Overview This chapter provides information regarding problems that might occur with EDGE Telephony Gateways: • General Gateway Problems. • Dialer Gateway Problems. • PBX Gateway Problems. If you are not able to resolve your problem with the information pro- vided here, contact EDGE Customer Care.
  • Page 503 Setting the environment variable DUMP_TELEPHONY_ARGS=1 in the edge .profile can provide additional debugging information in the standard error files. For assistance with modifying the .profile, contact Pitney Bowes Customer Care. Setting EDGE To set the EDGE client trace for an agent, perform the following...
  • Page 504 Troubleshooting Overview Client is installed in on the PC, and the host standard error is redirected to a file on the EDGE server. Reproduce the problem. Return the EDGEO.INI to its original state. Setting ASCII To set standard error for an ASCII agent, perform the following steps: Standard Error Find the following lines in the EDGE .profile file (located in $EDGE):...
  • Page 505 Troubleshooting General Gateway Problems General Gateway Problems No Agents Can An agent logs in using a telephony device and workstation ID, and Login with receives an error when attempting to use telephony; no other agents Telephony; are successfully using telephony. Servers Do Not This can be caused by the telephony servers not shutting down Start...
  • Page 506 Troubleshooting General Gateway Problems Verify that the telephony servers have stopped by again check- ing for the tpserver process. If the servers are removed then quickly recreated, this typically means that an agent is logged in to EDGE with a workstation ID. Verify that all agents are not in telephony mode and repeat step number 3.
  • Page 507 Troubleshooting Dialer Gateway Problems Dialer Gateway Problems Delay Between The agent does not hear and see the customer’s voice and data Voice and Data screen concurrently; there is a delay of three to four seconds or more. This is caused by a delay in the processing of the connect message. The following are possible reasons: •...
  • Page 508 To correct this, use the filecheck utility to check each of these files, and correct using the FIXFILE utility when there are no users on the system. For information on the FIX- FILE and filecheck utilities, see the EDGE 7.11 ETW-W Refer- ence Manual. Agents Do Not An agent is not receiving any calls but the dialer is not idle.
  • Page 509 Troubleshooting Dialer Gateway Problems • The dialer has a connect for a call for which it cannot locate a corresponding STATUS file. It is possible that the STATUS and queues files are out of synchronization. Verify this by count- ing the records in the STATUS file and comparing it to a queue count.
  • Page 510 Troubleshooting Dialer Gateway Problems • The REQUEUE utility was run inappropriately while the pre- dictive dialer is active. To correct this, log all agents off the system, close the campaign (if the Close callset on last signoff property is not set), and restart the telephony servers. EDGEdial for With EDGEdial for Aspect, agents are unable to login to EDGE Client Aspect Error...
  • Page 511 Troubleshooting PBX Gateway Problems PBX Gateway Problems Agents Do Not An agent is not receiving any calls but there are calls in ACD queues. Receive Calls, The following are possible reasons: Calls Are In • The agent has logged in with an incorrect workstation ID. To Queue correct this, have the agent log out and log back in using the correct workstation ID.
  • Page 512 Troubleshooting PBX Gateway Problems CallPath Agents Do Not Receive Calls, Calls Are Not In Queue Problems Agents are not receiving any calls, and although inbound calls have been routed to the switch, there are no calls in the ACD queues. One possible reason for this is: •...
  • Page 513 Glossary Terms Abandon rate. See Nuisance rate. ACD. See Automatic Call Distribution. ACD groups. The groups to which an agent is assigned. Calls are typically routed to groups of agents, classified by the agents’ skill sets or job assignments, instead of individual agents. Adjunct/Switch Application Interface.
  • Page 514 Glossary Terms alt_dbase.log0. The telephony log that contains messages handled by the secondary database server if this option is enabled in the tele- phony device. Alternate phone number. One or more telephone numbers associ- ated with a call event to be dialed when the original phone number is returned as a non–connect.
  • Page 515 Glossary Terms Automatic Call Distribution. Manages the distribution of inbound calls to one or more agent pools. If no agent is available in the pool, the ACD places the call into an ACD queue and moves the call to an agent when one becomes available.
  • Page 516 Glossary Terms Blended calling. Blended calling occurs when agents receive a mix of inbound and outbound calls during the same login session. BRI card. An interface card used in an NCR system to allow it to directly support the CV/LAN services. When a BRI card is used in an NCR server, a CV/LAN PC is not required.
  • Page 517 Glossary Terms CallPath SwitchServer/2. The computer running CallPath Switch- Server/2 to convert switch request to the proper protocol for the switch. Call script. A feature of a Davox system that defines how an cam- paign handles calls. Also termed a TAC script. Call table.
  • Page 518 Glossary Terms Call table, campaign, and EDGE callset must have the same name. See Callset. CBX. See Computerized Branch Exchange. CCT. See Call Control Table. Class of Restriction. The level of restriction placed on a trunk for a Avaya Definity switch. Abbreviation: COR. Client queue.
  • Page 519 Glossary Terms Computerized Branch Exchange. A type of telephone switch. Abbreviation: CBX Conversant VRU. Avaya’s VRU product that intercepts inbound calls to collect more information from the caller by asking questions that can be responded to using the telephone touch tone keypad. VRU stands for Voice Response Unit.
  • Page 520 Glossary Terms EDGE task will receive the data from the VRU, then can manipulate it as needed. The data generated from the task is then passed to the agent. Data server queue. UNIX message queue that sends messages received from the VRU data server to the switch server. Database server.
  • Page 521 Glossary Terms properties. If the secondary database server is enabled, queue trans- fers appear in the alt_dbase.log0 instead of the dbase.log0. Dialed Number Identification Service. The phone number that was dialed. Abbreviation: DNIS. Dialer Gateways. The gateways supported by EDGE which are used for predictive dialing.
  • Page 522 Glossary Terms Dynamic record feed. The Davox term for the method EDGE uses to populate predictive dialer call tables. With dynamic record feed EDGE send records to the Davox system as needed in small batches. Abbreviation: DRF. EAS. See Expert Agent Selection. EDGE server.
  • Page 523 Glossary Terms Event Bridge. The Aspect optional module that automatically informs EDGE of changes in call states and agent states. If the Event Bridge option is not used with the EDGE Telephony Gateway for Aspect, CCTs are required for the call notification and data (ANI, DNIS) transfer.
  • Page 524 Glossary Terms guide.log0. The telephony log that contains messages processed by the guide server and sent to the telephony device or the database server. This log contains a message for each telephony command executed either explicitly in logic, or implicitly using the provided EDGE operations auto–receive and auto–dial support.
  • Page 525 Glossary Terms telephone number the call originated from, and the DNIS which specifies what telephone number was dialed. The ANI and DNIS information is provided by the switch with each phone call. Abbrevi- ation: HBR. Host based router server. An IPC server that can be added to the generic set of telephony servers to process the connection of inbound calls to specific operators.
  • Page 526 Glossary Terms from. For example, these digits can indicate if the call originated from a cellular phone, pay phone, a jail, a hotel, and so on. The value is stored in the EDGE $TP.II-DIGITS field, and is standard across the phone network.
  • Page 527 Glossary Terms irrcv.log0. The telephony log that contains messages received from the IVR Gateway to be passed to the guide server. ivrsnd.log0. The telephony log that contains messages sent to the IVR Gateway from the IVR server via the switch server. Lines.
  • Page 528 Glossary Terms Message queues. A UNIX transport mechanism for IPC messages coming from an IPC server. The generic set of telephony servers sends messages via message queues. The six message queues used by the EDGE Telephony Gateway are the client queue, the database server queue, the data server queue, the guide server queue, the host based router server queue, and the switch server queue.
  • Page 529 Glossary Terms Netbios connection. A transport protocol over a network. Network File System. A network facility that allows machines to share file systems across a network without having to copy the files from one machine to another. Users on a local machine can access files and directories from remote machines as if the files and directo- ries were local.
  • Page 530 Glossary Terms probability of getting a non–connect such as a busy or no answer, the rest time between calls for the agents, the average conversation length, the nuisance rate, and other potential factors as well. PBX. See Private Branch Exchange. PBX Gateways.
  • Page 531 Glossary Terms Private Branch Exchange. The telephone trunk lines on which the telephone calls are dialed. Abbreviation: PBX. Queues. An EDGE feature that allows calls to be grouped. Queues make up the callsets from which calls are pulled to be sent from the dialer.
  • Page 532 Glossary Terms EDGE to the predictive dialer, and process the return of calls from the predictive dialer to EDGE. The secondary database server is enabled on the telephony device setup screen. In a predictive dialer system with a high call volume, the secondary database feature is highly rec- ommended.
  • Page 533 Glossary Terms Skills based routing. See host based routing. Socket connection. A transport protocol over a network. Solicited telephony event. A telephony event triggered by EDGE. Switch. A telephone switching system associated with telephone trunk lines that deliver voice to the external telephone network. Switch-based routing.
  • Page 534 Glossary Terms dialer responding to the telephony commands executed by the operator. Synchronous command. A TELEPHONY verb command that waits a set amount of time for a response from the telephony device. This allows you to know if a command succeeded or failed, and design your logic flow to follow different paths depending on which occurred.
  • Page 535 Glossary Terms Telephony event. The change in the status of a call or the status of an agent. These are often used by guide developers to determine which actions to take depending on the status of a call or agent. Telephony logs.
  • Page 536 Glossary Terms Depending on the gateway, additional server processes might be used; for example tphbr_server for host based routing. Telephony switch. A telephone switching system; can be a Private Branch Exchange (PBX), or a Computerized Branch Exchange (CBX). Teleset. The Aspect proprietary digital telephone that includes a calls waiting indicator, an 80-character message display, and call data collection capabilities.
  • Page 537 Glossary Terms tp2as program. See CV/LAN server. tpadmin.log0. The log file containing all messages sent and received by the Davox tpadmin server. This includes all administra- tive type requests such as open campaign messages, request for calls messages, and campaign state messages. tpadmin.
  • Page 538 Glossary Terms tpunison.log0. The log file containing messages sent from the Davox tpun_server to the switch server, and messages received by tpun_server from the guide server. tpun_server. The server process for the Davox unison server. tpivr_server. The server process for the IVR Gateway server. tpwsapi.log0.
  • Page 539 Glossary Terms Unavailable Mode. The mode an agent who has just disconnected a call should be placed in. While in unavailable mode an agent does not receive new calls. Unavailable modes can also be used to track the type of work an agent is doing while unavailable, typically either call related work or non-call related work.
  • Page 540 Glossary Terms Vector. The set of instructions associated with a VDN. The instruc- tions are programmed on the Avaya Definity switch. Vector Directory Number. A port or ACD group that performs rout- ing instructions on a switch. The routing is programmed at the switch.
  • Page 541 Glossary Terms Xcall. Calls not associated with a campaign that are received or placed by agents using a Davox Unison system. XGUIDE. The EDGE Operations Guide. This represents commands that are executed from the guide by agents. Xlog. A command that creates a single log file from multiple tele- phony log files for a specified time frame.
  • Page 542 File Layouts Overview This appendix lists layouts for records in the following files: • CALLSET. • DIALER_STATUS. • ISDNINDEX. • PDW_QUEUE. • PDW_XFER. • STATUS. • TPHNY_DEV. • TPHNY_INTF. • TPLOG. Telephony Gateway Reference Manual...

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    File Layouts CALLSET CALLSET Records in the CALLSET file are created when you create a callset. The data depends on the information specified when the callset is cre- ated. It defines the callset characteristics as well as the queues and the projects used in the callset.
  • Page 544 File Layouts CALLSET Table B-1. CALLSET File Layout (continued) F i e l d Position Description Use packet size multiplied by the number of users logged on to this callset. Determined by campaign. The packet size. An entry in this field is needed if field position 9 is a 2 or a 3.
  • Page 545 File Layouts CALLSET Table B-1. CALLSET File Layout (continued) F i e l d Position Description Campaign type (inbound/outbound). Not currently used. The open callset implicitly flag. The get message on preview connects flag. Close campaign on last signoff. (Y, N, or empty, default: empty). This field is a flag indicating whether or not the campaign should be closed when the last operator on the campaign logs off.
  • Page 546 File Layouts CALLSET Table B-1. CALLSET File Layout (continued) F i e l d Position Description Deassign stations on campaign close. EIS only. Delete files upon campaign close. EIS only. Campaign type. EIS only. Answering machine detection flag. EIS only. How to handle changed numbers.
  • Page 547 File Layouts CALLSET Table B-1. CALLSET File Layout (continued) F i e l d Position Description How to handle answering machines. EIS only. Billing code. EIS only. Maximum number of times to re-dial a call that was answered by an answering machine. EIS only. Number of hours to wait before redialing a call that was answered by an answering machine.
  • Page 548 File Layouts CALLSET Table B-1. CALLSET File Layout (continued) F i e l d Position Description Answering machine detection (P, N, M, or D). What- ever is set here is used for the callset. If this is not set, the flag in attribute 16 is used. (The specific setting overrides the generic.) Pass intercepts (Y or N).
  • Page 549 File Layouts CALLSET Table B-1. CALLSET File Layout (continued) F i e l d Position Description 001 Answering machine detection; can be one of the following: Turn off. Turn on without delay. Turn on with delay. Whatever is set here is used for the callset. If this is not set, the flag in attribute 16 is used.
  • Page 550 File Layouts CALLSET Table B-1. CALLSET File Layout (continued) F i e l d Position Description Overflow pool ID (alphanumeric). Pool control origination ID (alphanumeric). Pool stats origination ID (alphanumeric). Max inbound line limit (>= 0). Pacing method; can be one of the following: Manual.
  • Page 551 File Layouts CALLSET Table B-1. CALLSET File Layout (continued) F i e l d Position Description 001- Agent ID. Phone Number. Description The delay before a call is classified as a no answer; for EDGEdial for CV/LAN this is the maximum number of rings (the default is 10, the minimum is 2, and the maximum is 15), for EDGEdial for Aspect and EDGEdial for Aspect CS, this is the number of sec- onds.
  • Page 552 File Layouts CALLSET Table B-1. CALLSET File Layout (continued) F i e l d Position Description Callset default which alternate number. Used with enhanced alternate dialing only. End queue entry. This field holds the name of the queue to which to transfer the call if all the phone numbers have been dialed and there was no connection.
  • Page 553 File Layouts CALLSET Table B-1. CALLSET File Layout (continued) F i e l d Position Description EDGEdial answer machine detection. EDGEdial abandoned call target; the percentage (1 to 5 per- cent) of calls to abandon. EDGEdial abandoned call measurement; the type of calls to measure;...
  • Page 554 File Layouts CALLSET Table B-1. CALLSET File Layout (continued) F i e l d Position Description Union of projects. This field has a list of all the projects defined in the queue definitions (attr 100 – end) Project Definition. This field has the list of projects in this call- set, this list should be the union of the project names used in the callset queue definition field.
  • Page 555 File Layouts CALLSET Table B-1. CALLSET File Layout (continued) F i e l d Position Description Limit (> 0). If the callset mix type is 4 (per queue limit), this will be the per queue limit Specifies the defaults. Has 3 subvalues as follows: 001 Default destination queue (expanded).
  • Page 556 File Layouts CALLSET Table B-1. CALLSET File Layout (continued) F i e l d Position Description 002 Default which alternate number; can be one of the following: Use the value in the callset level which alternate number. Redial the last number. Dial the next number in the alter- nate phone list;...
  • Page 557 File Layouts CALLSET Table B-1. CALLSET File Layout (continued) F i e l d Position Description 004 Result. 005 End queue. (Used with enhanced alternate dialing only.) Telephony Gateway Reference Manual...
  • Page 558 File Layouts DIALER_STATUS DIALER_STATUS Records in the DIALER_STATUS file are created when you create a telephony dialer status record. The data depends on the information specified when the dialer status code is created. Each record contains the following fields: Table B-2. DIALER_STATUS File Layout Field Position Description...
  • Page 559 File Layouts ISDNINDEX ISDNINDEX Records in the ISDNINDEX file are created when you create an auto- mated project selection, or coded project selection. The data depends on the information specified when the automated project selection is created. Each record contains the following fields: Table B-3.
  • Page 560 File Layouts PDW_QUEUE PDW_QUEUE Records in the PDW_QUEUE file are created when calls are trans- ferred to the dialer. Each record describes which project the call came from, which queue it belonged to, and the call ID. These records are automatically deleted when the call is returned from the dialer or connected to an agent.
  • Page 561 File Layouts PDW_XFER PDW_XFER The PDW_XFER file contains two records for each CALLSET/PROJECT combination, one for exporting calls the dialer, and the second one for importing records from the dialers. Each attribute describes a piece of data to be extracted from the EDGE database record or from the returned record.
  • Page 562 ID, and port number. There are several fields in the STATUS file that are affected by tele- phony operations. For more information on these fields, see the EDGE 7.11 Developer Reference Manual. Each record contains the following fields: Table B-6.
  • Page 563 File Layouts STATUS Table B-6. STATUS File Layout (continued) F i e l d Position Description Current or last operator ID. Current or last operator port number. Two-letter state code for telephone number IDs. Total number of calls to this call ID. Time zone code (for U.S): Eastern Central...
  • Page 564 File Layouts STATUS Table B-6. STATUS File Layout (continued) F i e l d Position Description International time zone code. Source queue. Not currently used. Predictive dialer count. Alternate phone number index. Alternate phone number. Set during seeding. InterVoice call priority. Set during seeding. Not currently used.
  • Page 565 File Layouts TPHNY_DEV TPHNY_DEV Records in the TPHNY_DEV file are created when you create a tele- phony device. The data depends on the information specified when the telephony device is created. Each record contains the following fields: Table B-7. TPHNY_DEV File Layout F i e l d Position Description...
  • Page 566 File Layouts TPHNY_DEV Table B-7. TPHNY_DEV File Layout (continued) F i e l d Position Description End of message character. Checksum flag. Used with serial interface only. End of message char 2. Used with serial interface only. Not currently used. Enable multiple database servers;...
  • Page 567 File Layouts TPHNY_DEV Table B-7. TPHNY_DEV File Layout (continued) F i e l d Position Description Logout sequence. Auxiliary work sequence. Wrap up sequence. Not currently used. The maximum number of times to attempt to connect to the telephony device. The number of seconds to wait between attempts to connect to the telephony device.
  • Page 568 File Layouts TPHNY_DEV Table B-7. TPHNY_DEV File Layout (continued) F i e l d Position Description null or No automatic start. Automatic start. Maximum size for the logfiles. Debug options for EDGE Developer - bitwise flag; contains the following subvalues: Log native send messages Log native receive messages.
  • Page 569 File Layouts TPHNY_DEV Table B-7. TPHNY_DEV File Layout (continued) F i e l d Position Description Optional flag to indicate whether or not to send VRU alerting messages to the data server. (Y or N; default: N). Optional flag to indicate that delayed alerting mes- sages should be sent to the client.
  • Page 570 File Layouts TPHNY_DEV Table B-7. TPHNY_DEV File Layout (continued) F i e l d Position Description Consume connect message. Used by the ESI dialer only. If the agent is not available when a connect message is sent, this indicates to delete the pending connect message. Path and filename of the DLL for client side telephony integra- tion.
  • Page 571 File Layouts TPHNY_DEV Table B-7. TPHNY_DEV File Layout (continued) F i e l d Position Description Do not log the message. Log the message to the telephony log file. Log the message to the TPLOG file. Log the message to both the telephony log file and the TPLOG file.
  • Page 572 File Layouts TPHNY_DEV Table B-7. TPHNY_DEV File Layout (continued) F i e l d Position Description The Aspect and Aspect CS data fields specified for the record ID field, the trunk index field, and the agent extension field for EDGEdial with Aspect and Aspect CS. The data fields A - E are mapped to 1-5 respectively, and the numeric value is stored here.
  • Page 573 File Layouts TPHNY_DEV Table B-7. TPHNY_DEV File Layout (continued) F i e l d Position Description Telephony events. This field contains the telephony event monitor flag and the codes of the events to monitor. 57 - 59 Not currently used. The sequence to place an agent in auto-in available mode.
  • Page 574 File Layouts TPHNY_DEV Table B-7. TPHNY_DEV File Layout (continued) F i e l d Position Description EDGEdial information; contains the following subvalues: Flag specifying whether EDGEdial is enabled; Y specifies enabled, null specifies not enabled. Switch index specifying which PBX gateway is used.

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    File Layouts TPHNY_DEV Table B-7. TPHNY_DEV File Layout (continued) F i e l d Position Description Information for Davox or TMI. For TMI contains any information that should be sent to the TMI server with the CONFIG message when the EDGE telephony servers start. For Davox interface information;...
  • Page 576 File Layouts TPHNY_DEV Table B-7. TPHNY_DEV File Layout (continued) F i e l d Position Description Ports. (RESULTS dialer only). This field contains the definition for each physical port. A physical port corresponds to a tele- phone on a desk. Each value contains 2 values as follows: Physical port (3 characters).
  • Page 577 File Layouts TPHNY_DEV Table B-7. TPHNY_DEV File Layout (continued) F i e l d Position Description SEG N LINES (1 – 9) SEG N TIME (1 – 99) Area code union. (RESULTS dialer only). This field contains the union of all the area codes entered in attribute 72. This is calcu- lated internally and used by the telephony server.
  • Page 578 File Layouts TPHNY_DEV Table B-7. TPHNY_DEV File Layout (continued) F i e l d Position Description EXCHANGE (3 characters INDEX into phone translation table (1 – 10) Total number of queues in all callsets that will be opened by this device. Only used with predictive dialers. 81 –...
  • Page 579 File Layouts TPHNY_DEV Table B-7. TPHNY_DEV File Layout (continued) F i e l d Position Description Stop channel state; 1 byte hexadecimal. 0x0 indi- cates closed. Byte order flag; set to Y if the byte ordering between the two machines is not compatible. Timeout for sending the ALIVE message to com- verse (in seconds).
  • Page 580 File Layouts TPHNY_INTF TPHNY_INTF Records in the TPHNY_INTF file are created when the module enable is performed for telephony. The data depends on the features that are currently supported by this version of EDGE software. Typically an unsupported feature is a feature not supported by the telephony device.
  • Page 581 File Layouts TPHNY_INTF Table B-8. TPHNY_INTF File Layout (continued) Field Position Description EDGE Client telephony properties. These determine the properties for the EDGE Telephony Area. Predictive dialer. Alias. Group. Inbound extension. Outbound extension. Available mode. Unavailable mode. Phoneset type (Aspect and Aspect CS). Switch ID (Aspect, Aspect CS Davox, AIT EDGEdial).
  • Page 582 File Layouts TPHNY_INTF Table B-8. TPHNY_INTF File Layout (continued) Field Position Description Wait flags. This is a multivalued list of commands (for example, 101,103, etc.) that are synchronous (wait for a response from the telephony server). Each dialer has a set of default commands that support synchronous operation.
  • Page 583 File Layouts TPHNY_INTF Table B-8. TPHNY_INTF File Layout (continued) Field Position Description Start extension monitoring. Stop extension monitoring. Answer command. Wait for Messages. Dial command. Disconnect command. Hold command. Retrieve a Call from Hold command. Transfer command. Conference command. Start Consultation command. Alternate Command.
  • Page 584 File Layouts TPHNY_INTF Table B-8. TPHNY_INTF File Layout (continued) Field Position Description Not currently used. Open Link to Hardware command. Close Link to Hardware command. Make Agent Available command. Make Agent Unavailable command. Campaign Status command. Suspend Campaign command. Resume Campaign command. Not currently used.
  • Page 585 File Layouts TPHNY_INTF Table B-8. TPHNY_INTF File Layout (continued) Field Position Description Start of message character. Sequencing flag. End of message character 1. Checksum flag. End of message character 2. Maximum campaigns. No longer used. No longer used. Update Dialer with callset. 61 –...
  • Page 586 File Layouts TPHNY_INTF Table B-8. TPHNY_INTF File Layout (continued) Field Position Description Agent Logon command. Agent Logoff command. 109 – 110 Not currently used. Check for a call command. Wait for a call command. Disconnect Alternate command. Add Alternate. Put Records Unconditional. 116 –...
  • Page 587 File Layouts TPHNY_INTF Table B-8. TPHNY_INTF File Layout (continued) Field Position Description Native command. 151 – 159 Not currently used. Start Monitoring. Stop Monitoring. 162 – 199 Not currently used. VOAD Dial. VOAD Dial ATT. Send to VOAD. VOAD Hangup. 204 –...
  • Page 588 File Layouts TPHNY_INTF Table B-8. TPHNY_INTF File Layout (continued) Field Position Description Wait for Retrieve a call from hold to complete. Wait for Consultation to complete. Wait for Campaign to open. Wait for Campaign to close. Wait for Campaign to suspend. Wait for Campaign to be resumed.
  • Page 589 File Layouts TPHNY_INTF Table B-8. TPHNY_INTF File Layout (continued) Field Position Description Allow arguments for Start Automated Telephony com- mand. Allow arguments for Stop Automated Telephony com- mand. Allow arguments for Conference command. Allow arguments for Answer command. Wait for Campaign Status to complete. Receive Miscellaneous Data.
  • Page 590 File Layouts TPHNY_INTF Table B-8. TPHNY_INTF File Layout (continued) Field Position Description Alternate Number to hang up on Disconnect Alternate. Console Log path property. Maximum Log file size property. Roll log files property. Server Restart. Debug Option Flags property. Not currently used. Enter Number to Dial property (Conference).
  • Page 591 File Layouts TPHNY_INTF Table B-8. TPHNY_INTF File Layout (continued) Field Position Description Telephony Device Special. Flag which indicates if any of the Telephony Device special prompts are required. Host Based Routing features. Data Server features. Save Connection IDs property. ACD Groups property. Logon Sequence property.
  • Page 592 File Layouts TPHNY_INTF Table B-8. TPHNY_INTF File Layout (continued) Field Position Description VRU Ports property. Translation Setup. (RESULTS only) Telephony Port Setup. (RESULTS only) Predictive Table Setup. (RESULTS only) Update Servers. (RESULTS only) Debug logging options. Interface types for this device, such as serial, socket, or Netbios.
  • Page 593 File Layouts TPHNY_INTF Table B-8. TPHNY_INTF File Layout (continued) Field Position Description Support IVR Gateway. VDN list. Hostname. CallPath switch name property. Aspect fields property. Aspect event bridge. EDGEdial dialer input port. EDGEdial dialer output port. EDGEdial dialer max retries. EDGEdial dialer max delay.
  • Page 594 File Layouts TPHNY_INTF Table B-8. TPHNY_INTF File Layout (continued) Field Position Description Call connected (telephony events). Call disconnected (telephony events). Call transferred (telephony events). Call conferenced (telephony events). Call held (telephony events). Call retrieved (telephony events). Call alerting (telephony events). 558-560 Not currently used.
  • Page 595 File Layouts TPHNY_INTF Table B-8. TPHNY_INTF File Layout (continued) Field Position Description Rockwell switch ID. Obsolete. Retained for backward compatibility. EDGEdial strip local area code. EDGEdial for Aspect and Aspect CS data fields. EDGEdial for Aspect and Aspect CS property, Settings for ANS_MAP.
  • Page 596 File Layouts TPLOG TPLOG The TPLOG file tracks information on the status of inbound calls and other telephony messages. Each record contains the following fields: Table B-9. TPLOG File Layout Field Position Description Description. Telephony server number. Date and time. Logger.
  • Page 597 File Layouts TPLOG Table B-9. TPLOG File Layout (continued) Field Position Description Campaign ID. Error code. Dialer message. 17-22 Not currently used. Phone number. Dialer-assigned call ID. PDW_QUEUE file ID. PDW_QUEUE file type. EDGE call ID. EDGE queue name. EDGE project ID. Signal caught.
  • Page 598 File Layouts TPLOG Table B-9. TPLOG File Layout (continued) Field Position Description ALERTING. CONNECT. DROP. 37-39 Not currently used. Console flag. Impersonator. Not currently implemented. Telephony Gateway Reference Manual...
  • Page 599 Environment Variables Overview The EDGE Telephony Gateway uses environment variables to allow certain items to be customized. These variables are set in EDGE’s .profile file so they are available for all agents. For assistance with specifying these variables in the .profile, contact EDGE Customer Care.
  • Page 600 Environment Variables List of Environment Variables List of The environment variables that can be used with the EDGE Tele- Environment phony Gateways are listed in Table C-1. Variables Table C-1. Telephony Environment Variables Environment Variable Description CONSOLE The path to which fatal error messages are written.
  • Page 601 Environment Variables List of Environment Variables Telephony Gateway Reference Manual...
  • Page 602 Aspect Overview Aspect is a telephony technology used primarily for distributing incoming calls to agents and groups. It also supports other CTI fea- tures such as preview dialing, transfers, and conferencing. EDGE adds the computer intelligence to provide a CTI interface known as the EDGE Telephony Gateway.
  • Page 603 Aspect Aspect Concepts Aspect Concepts The Aspect CallCenter product provides the ability to design call handling applications to maximize agent utilization. These are built using CCTs, the Event Bridge, and other Aspect features. These are described in this section. Call Control Call Control Tables (CCTs) are scripts used by Aspect to process Tables (CCTs) inbound and outbound calls.
  • Page 604 Aspect Aspect Concepts • Selecting a project for a call using data other than the DNIS by setting the SUBTYPE field. For more information, see the sec- tion Setting up the CCT to Select an EDGE Project. • Passing collected data from a direct IVR interface to EDGE. The collected data should be copied to a DATA field.
  • Page 605 Aspect Aspect Concepts and the COEM (Call Offered Event Message) which provides the alert- ing messages to EDGE when a call is sent to an agent. If the Event Bridge is not used with EDGE, Call Control Tables (CCTs) must be written to perform the functions of Event Bridge, such as providing screen pops, and transferring data collected at an IVR.
  • Page 606 Aspect Aspect Setup Aspect Setup In general, the setup steps required to use the EDGE Telephony Gate- way for Aspect are described in the Setup chapter and the PBX Setup chapter. However, some specific setup information that only applies to Aspect is discussed in this section. Setting up the To select a project using criteria other than the DNIS, use a Call Con- CCT to Select an...
  • Page 607 Aspect Aspect Setup Setting up Data Aspect has five data fields, listed in Table D-1, that allow data to be Fields to Transfer passed with a call. The EDGE $TP.DATA field supports five multivalue Data with a Call positions to accommodate the Aspect data fields. If a call is received with the Aspect data fields populated, the agent receives all five data fields in the $TP.DATA field.
  • Page 608 Aspect Aspect Setup link ID from Aspect, yyyyyy is a unique counter assigned by EDGE that wraps from 0 to 999999, and zzz is the EDGE telephony server ID. Aspect CCT Collect Data Step A Call Control Table (CCT) can be programmed to retrieve data from a caller before the call is transferred to an agent.
  • Page 609 Aspect Aspect Messages has been issued the data is also passed to the host based router server in the DATA field specified in the telephony device. The CCT should wait for a response to the CIM message to route the call following the processing by the EDGE host based router server.
  • Page 610 Aspect Aspect Messages TELEPHONY The following table lists the messages sent to and returned from Command Aspect when each command is executed: Messages Table D-2. TELEPHONY Verb Commands for Aspect Telephony Command EDGE to Aspect Messages Aspect to EDGE Messages Agent Logoff SOFR.
  • Page 611 Aspect Aspect Messages Table D-2. TELEPHONY Verb Commands for Aspect (continued) Telephony Command EDGE to Aspect Messages Aspect to EDGE Messages Miscellaneous Tele- ESR. phony Open Link to Hardware SONR. Retrieve a Call from RTCR. Hold Retrieve IVR Data No message sent. No response.
  • Page 612 Aspect Aspect Messages Aspect Status The status codes returned to EDGE by Aspect when an error occurs Messages on the Aspect CallCenter are shown in the following table: Table D-3. Aspect-specific Status Messages S t a t u s Description Code -6001 Invalid or undefined CCT field.
  • Page 613 Aspect Aspect Messages Table D-3. Aspect-specific Status Messages (continued) S t a t u s Description Code -6010 Undefined extension or invalid password specified for agent logon attempt. -6011 Extension already in use during agent logon attempt. -6012 Invalid teleset specified for agent logon attempt. -6013 The teleset is not in a state ready for login.
  • Page 614 Aspect Aspect Messages Table D-3. Aspect-specific Status Messages (continued) S t a t u s Description Code -6024 Specified an invalid phone number, ring-no-answer delay, answering machine delay, or country code in a predictive dialer call. -6025 Invalid answer mode specified for a predictive dialer call. -6026 An error occurred processing a predictive call request, or the outbound application integration feature is not enabled on...
  • Page 615 Aspect Aspect Messages Table D-3. Aspect-specific Status Messages (continued) S t a t u s Description Code -6035 Invalid extension or agent state specified in a connect mes- sage. The extension is not defined, or the agent is logged out, unavailable, or not configured for auto-answer mode. -6036 Unable to connect trunk to agent.
  • Page 616 Aspect Aspect Messages Table D-4. Aspect Telephony Events (continued) Telephony Event Event Bridge Message Agent State Call State Reason Call disconnected CDEM disconnected A,B,C,D,E Call transferred CTEM transferred Conferenced CCFEM conferenced Call held CHEM held Call retrieved CREM retrieved The Telephony events executed by EDGE for the Aspect CallCenter are shown in the following table: Table D-5.
  • Page 617 Aspect Aspect Messages Table D-5. Aspect TELEPHONY Verb Events (Executed by EDGE) (continued) T e l e p h o n y Telephony Event Aspect Event Aspect Message Agent State Call State Command Transfer call transferred and CTEM and idle or avail- transferred (blind) agent idle or available...
  • Page 618 Aspect Contact Server Overview Aspect Contact Server is a contact routing solution used for distribut- ing incoming calls to agents and groups. It also supports other CTI features such as preview dialing, transfers, and conferencing. EDGE adds the computer intelligence to provide a CTI interface known as the EDGE Telephony Gateway.
  • Page 619 Aspect Contact Server Overview Setting up Data Aspect Contact Server has five data fields, listed in Table E-1, that Fields to Transfer allow data to be passed with a call. The EDGE $TP.DATA field sup- Data with a Call ports five multivalue positions to accommodate the Aspect Contact Server Aspect Contact Server data fields.
  • Page 620 Aspect Contact Server Overview cellaneous data file is in the format #xx#yyyyyy#zzz# where xx is the link ID from Aspect Contact Server, yyyyyy is a unique counter assigned by EDGE that wraps from 0 to 999999, and zzz is the EDGE telephony server ID.
  • Page 621 Aspect Contact Server Overview Table E-2. Aspect Contact Server specific status messages S t a t u s Description Code -6007 Invalid state for a process key request; typically occurs during a Transfer or Conference. -6008 Invalid call ID. -6009 Invalid equipment specification or the equipment is not involved in a call during a disconnect.
  • Page 622 Aspect Contact Server Overview Table E-2. Aspect Contact Server specific status messages S t a t u s Description Code -6021 Invalid call state map specifying which calls to monitor. -6022 Maximum number of links to monitor has been exceeded. -6023 Invalid bitmap in the answer map which specifies how to handle a connected call in a predictive dialing campaign.
  • Page 623 Aspect Contact Server Overview Table E-2. Aspect Contact Server specific status messages S t a t u s Description Code -6032 Unable to reassign the agent specified in a reassign resource request message due to an error in the request processing. -6033 Reassign resource request is pending.
  • Page 624 Aspect Contact Server Overview Table E-3. Aspect Contact Server Telephony Events (con- Telephony Event Agent State Call State Reason Agent idle idle 0 - 999 Agent available available Agent wrap-up wrap-up Call connected connected Call disconnected disconnected A,B,C,D,E Call transferred transferred Conferenced conferenced...
  • Page 625 Aspect Contact Server Overview Table E-4. Aspect Contact Server TELEPHONY Verb Events (Executed by EDGE) (continued) T e l e p h o n y Telephony Event Agent State Call State Command Make Agent agent available available Available Make Agent agent idle or wrap-up idle or wrap- Unavailable...
  • Page 626 Avaya Proactive Contact Overview Avaya Proactive Contact is a blended outbound/inbound dialing environment. This appendix describes the following: • Proactive Contact Messages • Changing jobs • Transfers and Conferences Telephony Gateway Reference Manual...
  • Page 627 Avaya Proactive Contact Proactive Contact Messages Proactive Contact Messages The EDGE Avaya Proactive contact module communicates with the Proactive contact server via an SSL socket connection using a proto- col referred to as the Agent API. This sections describes how various telephony verb operations and unexpected telephony events map to Agent API commands.
  • Page 628 Avaya Proactive Contact Proactive Contact Messages Telephony command EDGE to Agent API messages Cancel Transfer AGTHangupCall Check for call No corresponding message Close Link to Hard- No corresponding message. Closes the con- ware nection with the Proactive Contact server. Conference Transfers and Conferences Delete Misc Data AGTUpdateField (see...
  • Page 629 Avaya Proactive Contact Proactive Contact Messages Telephony command EDGE to Agent API messages Retrieve a Call from AGTUnholdCall Hold Retreive call informa- AGTListState tion Send DTMF Tones AGTDialDigit (one message is sent for each digit supplied to the EDGE verb) Send User Data AGTSendMessages Set callback...
  • Page 630 Avaya Proactive Contact Proactive Contact Messages Table F-2. Proactive Contact telephony events Telephony Event Proactive Contact Message Agent available AGTJobTranslink Agent idle AGTJobEnd Agent logged off AGTSystemError Agent logged on Not supported Attached data Not supported changed Call alerting AGTCallNotify or AGTPreviewRecord Call connected AGTManagedCall Call disconnected...
  • Page 631 Avaya Proactive Contact Changing jobs Changing jobs When an EDGE agent first logs in to Proactive Contact, they attach to the job specified in the callset field defined in their user id setup. There are two ways in which this might change while they are logged on: •...
  • Page 632 Avaya Proactive Contact Changing jobs Note: If an agent is waiting for a call, the agent available event wil not be fired and the agent will automatically be transferred to the next job. If EDGE received a job end notification (AGTJobEnd) from Proactive Contact, it will fire an ’agent idle’...
  • Page 633 Avaya Proactive Contact Transfers and Conferences Transfers and Conferences Transfers and conferences are supported in Avaya Proactive Contact through the use of hook-flash functionality (this is the simulated pressing of the ’hook’ button on a regular phone to signal to the switch that the agent wishes to perform some telephony operation).
  • Page 634 Avaya Proactive Contact Transfers and Conferences Trunk-to-trunk Trunk-to-trunk transfers occur when the agent transfers the current (external) inbound or outbound call to another extension on the switch being transfers/ used by Proactive Contact. conferences Transfer/ Because each step involved in a hook-flash transfer depends heavily Conference on the current state of the phones involved, it is important that the Messages...
  • Page 635 Avaya Proactive Contact Miscellaneous Telephony Command Miscellaneous Telephony Command The miscellaneous telephony command may be used to send any arbitrary message to the Proactive Contact server. It is the responsi- bility of the EDGE programmer to ensure that messages of the cor- rect format are sent.
  • Page 636 Avaya Proactive Contact Miscellaneous Telephony Command The value of @MiscRsp will be a multi-value field containing values similar to the following: M00001^]CUSTID^]FIRST_NAME^]LAST_NAME^]M00000 Telephony Gateway Reference Manual...
  • Page 637 CallPath Overview CallPath is a set of telephony products that includes an application programming interface (API) called the CallPath Services API. This API allows a server program such as EDGE to communicate with a switch, and access the switch services. EDGE uses CallPath as a means of communicating with a number of switches, including the following: •...
  • Page 638 CallPath Overview • CallPath Setup. • CallPath Messages. Telephony Gateway Reference Manual...
  • Page 639 CallPath Server Communication Server Communication The CallPath Services API consists of program calls that can be issued by a server program such as EDGE, allowing switch communication. As shown in Figure 7-1, these program calls are processed by the CallPath subsystem, which reformats and sends each request to the switch.
  • Page 640 CallPath Server Communication EDGE Software System Server Computer CallPath Services API Program Calls CallPath Subsystem Required CallPath SwitchServer/2 with some configura- Via switch protocols tions Telephony Switch Figure 7-1. CallPath Communication The switch used with CallPath can be configured with agent groups termed Automatic Call Distribution (ACD) groups.
  • Page 641 CallPath Server Communication system if it is a non-AIX system; otherwise the same functionality is provided as with CallPath on the same server as EDGE. There are several ways the remote system can be configured depending on the exact hardware used. Typically, the EDGE server (on an HP, Risc, or Sparc) can communicate with an AIX system run- ning CallPath Server/6000 or with an OS/2 PC running CallPath Server/2.
  • Page 642 CallPath CallPath Setup CallPath Setup The CallPath subsystem must be running and communicating with the switch before the EDGE telephony gateway can be used. Consult your CallPath documentation for the steps to setup and start the CallPath subsystem. If using Remote CallPath with a non-AIX system, communications software provided with EDGE must be installed.
  • Page 643 CallPath CallPath Messages CallPath Messages Messages used by the EDGE Telephony Gateway for CallPath to com- municate with EDGE and to provide telephony event notifications are listed in this section. The CallPath status messages vary depend- ing on the switch used; consult your CallPath and switch documenta- tion for an explanation of these errors.
  • Page 644 CallPath CallPath Messages Table G-1. TELEPHONY Verb Commands for CallPath (continued) Telephony Command Switches EDGE to CallPath Messages Close Link to Hardware All. STLREG with STL_SHARED_OWNERSHIP and STL_STOP options and STLMON. Conference All. STLCONF. Dial All. STLMAKE. Disconnect All. STLDISC. Disconnect Alternate Avaya and STLDISC.
  • Page 645 CallPath CallPath Messages Table G-1. TELEPHONY Verb Commands for CallPath (continued) Telephony Command Switches EDGE to CallPath Messages Stop Automated Telephony All. No message sent. Transfer All. STLTRAN for Avaya and ROLM. STLCONF and STLDISC for Nortel. Update Telephony Servers All.
  • Page 646 CallPath CallPath Messages Table G-2. CallPath Telephony Events (continued) Telephony Event Call-Progress Event Message Call State Call transferred STL_CALL_TRANSFERRED_MSG transferred Conferenced STL_CALL_CONFERENCED_MSG conferenced Call held STL_CALL_HELD_MSG held Call retrieved STL_RECONNECTED retrieved The Telephony events executed by EDGE are shown in the following table: Table G-3.
  • Page 647 CallPath CallPath Messages Table G-3. CallPath TELEPHONY Verb Events Executed by EDGE (continued) T e l e p h o n y T e l e p h o n y C a l l P a t h Call-Progress Event Message A g e n t Call State Command...
  • Page 648 CallPath CallPath Messages Table G-3. CallPath TELEPHONY Verb Events Executed by EDGE (continued) T e l e p h o n y T e l e p h o n y C a l l P a t h Call-Progress Event Message A g e n t Call State Command...
  • Page 649 CV/LAN Overview CV/LAN is a set of telephony products that includes an application programming interface (API) called the Adjunct/Switch Application Interface (ASAI). This API allows a server program such as EDGE to access telephony services provided by a switch. EDGE uses CV/LAN as a means of communicating with a DEFINITY switch.
  • Page 650 CV/LAN Use of dialing sequences appropriate. EDGE supports CV/LAN with DEFINITY switches config- ured either with or without EAS. For more information on EAS and ACD groups, consult your DEFINITY switch documentation. Use of dialing There are two methods that EDGE may use to perform agent sequences login/logout functions and change availability.
  • Page 651 CV/LAN Use of dialing sequences Whether dialing sequences are used or not can be configured on the 'CTI Setup Tab' of the telephony device. If values are used in any of the dialing sequences, those values are used instead of feature request.
  • Page 652 CV/LAN Avaya MAPD Support Avaya MAPD Support The EDGE Telephony Gateway supports the Avaya Multi-Application Platform on Definity (MAPD) card to access a Avaya Definity switch. The MAPD card enhances the speed performance for message pro- cessing by the switch. The following modes can be used with the MAPD card: DEFINITY LAN With this mode, the CV/LAN PC connects to the...
  • Page 653 CV/LAN Avaya MAPD Support There is an option with the EDGE CV/LAN server only supported with MAPD in CVLAN mode; this option is described in the section tpas_server Program. Hardware and Avaya Software Previously a CV/LAN PC was utilized with the EDGE Telephony Gate- way for CV/LAN.
  • Page 654 CV/LAN CV/LAN Setup CV/LAN Setup In general, the setup steps required to use the EDGE Telephony Gate- way for CV/LAN are described in the Setup chapter and the Setup chapter. However, some specific setup information that only applies to CV/LAN is discussed in this section. tpas_server One additional server is used by the EDGE Telephony Gateway for Program...
  • Page 655 CV/LAN CV/LAN Setup Starting tpas_server Before starting the generic set of telephony servers, the tpas_server must be started. By default, the tpas_servers is started as a routing server meaning that it supports host based routing. Additionally, the tpas_server is started as a maintenance server meaning that it auto- matically executes its own heartbeats to ensure that EDGE and CV/ LAN are communicating.
  • Page 656 CV/LAN CV/LAN Setup Note: If you specify NO_RT or NO_MAINT, you must also specify a node_id. NO_MAINT Specify the word NO_MAINT if the built-in heart- beat is not desired. If using the NO_MAINT option, the asai_hb program must be manually started. Note: Unless using the NO_MAINT option, the asai_hb program is not used;...
  • Page 657 CV/LAN CV/LAN Setup Stopping tpas_server The tpas_server does not need to be stopped when the generic set of telephony servers is stopped; however, if it must be stopped, exe- cute the following from a UNIX prompt in the directory in which the server was installed (unless there is a PATH set to the directory): tp2as stop tpas_server Messages...
  • Page 658 CV/LAN CV/LAN Setup to the tp2as script file or to the .profile of the user ID who will be s t a r t i n g t h e C V / L A N s e r v e r . T h e s y n t a x i s t y p i c a l l y FLUSH_SOCKETS=1;...
  • Page 659 CV/LAN CV/LAN Setup the tp2as script should be added to the tpas_server name as follows: tpassuffix_server Set the Input paths/TCP ports Output paths/TCP ports each copy of the tp2as program to correspond with the EDGE settings. Modify any references to tpas_server or tp2as within the script to the new name tpassuffix_server or tp2assuffix.
  • Page 660 CV/LAN CV/LAN Setup To start the two tpas_servers to communicate with the production and test EDGE installations, on the CV/LAN PC using host based rout- ing and the maintenance option, enter the following two com- mands: tp2as start tp2astest signal01 NO_RT NO_MAINT start If you have any questions regarding modifying or copying the tp2as script, contact EDGE Customer...
  • Page 661 CV/LAN CV/LAN Messages CV/LAN Messages Messages used by the EDGE Telephony Gateway for CV/LAN to com- municate with EDGE and to perform telephony event notifications are listed in this section. Status messages returned by the TELE- PHONY verb commands are also listed. TELEPHONY The following table lists the messages sent to CV/LAN when each Command...
  • Page 662 CV/LAN CV/LAN Messages Table H-1. TELEPHONY Verb Commands for CV/LAN (continued) Telephony Command EDGE to ASAI Messages ASAI to EDGE Messages Answer C_3PANS. C_3PANS_CONF Check for a Call No message sent. No response. Close Link to Hard- C_3PAD:sao_id:exten- C_3PAD_CONF and ware sion:logoff_sequence, C_ABORT_CONF...
  • Page 663 CV/LAN CV/LAN Messages Table H-1. TELEPHONY Verb Commands for CV/LAN (continued) Telephony Command EDGE to ASAI Messages ASAI to EDGE Messages Retrieve a Call from C_3PR. C_3PR_CONF Hold Retrieve Call Informa- C_VQ_REQ. C_VQ_CONF tion Retrieve IVR Data No message sent. No response.
  • Page 664 CV/LAN CV/LAN Messages CV/LAN Status The status codes returned to EDGE by CV/LAN when an error occurs Messages on CV/LAN are shown in the following table: Table H-2. ASAI-Specific Status Codes S t a t u s Description Code 7000 Invalid origination or destination address.
  • Page 665 CV/LAN CV/LAN Messages Table H-2. ASAI-Specific Status Codes (continued) S t a t u s Description Code 7013 Agent not logged in to split. 7014 Agent not member of specified split or split number specified incorrectly. 7015 Domain or call is being monitored by another adjunct. 7016 Originating address does not respond to service.
  • Page 666 CV/LAN CV/LAN Messages Table H-2. ASAI-Specific Status Codes (continued) S t a t u s Description Code 7030 Administration is in progress; request cannot be serviced. 7031 The switch has rejected a request form the adjunct. 7032 Unassigned number. 7033 Call rejected.
  • Page 667 CV/LAN CV/LAN Messages Table H-2. ASAI-Specific Status Codes (continued) S t a t u s Description Code 7048 Undefined value returned from switch. 7049 Outgoing call has been barred. 7050 Call remains in queue. 7051 Bearer service not implemented. 7052 Assumed answer based on internal timer.
  • Page 668 CV/LAN CV/LAN Messages Table H-3. CV/LAN Telephony Events (continued) Telephony Event ASAI Event Type Call State Call disconnected C_DROP disconnected Call held C_HOLD held Call retrieved C_RECONNECT retrieved Call transferred C_TRANSFERED transferred Conferenced C_CONFERENCED conferenced The Telephony events executed by EDGE for CV/LAN are shown in the following table: Table H-4.
  • Page 669 CV/LAN CV/LAN Messages Table H-4. CV/LAN TELEPHONY Verb Events (Executed by EDGE) (con- Telephony Command Telephony Event ASAI capability ASAI response Call State Retrieve a call from hold call retrieved C_3PR C_3PR_CONF retrieved Start Consultation call held and call C_3PSH and C_3PSH_CONF connected connected...
  • Page 670 Davox Overview Davox is a telephony technology for predictive dialing which also supports additional CTI features. The EDGE Telephony Gateway for Davox enables the EDGE developer to build an integrated voice/data application utilizing the Davox telephony technology. Davox sup- ports the following features: •...
  • Page 671 Davox Overview The EDGE Telephony Gateway for Davox supports the following methods of interaction with Davox: • Full Davox/EDGE interface. EDGE provides the call records to Davox using Dynamic Record Feed (DRF) and administers the campaigns, opening and closing them as needed. This inter- action method uses the DAVOX module_enable.
  • Page 672 Davox Overview The interface between Davox and the EDGE telephony gateway sup- ports a variety of switches; some switches may not support all of the features described in this document. For a list of the supported switches and features, consult your EDGE sales representative. This appendix describes the following: •...
  • Page 673 Davox Davox Concepts Davox Concepts Davox uses terms and concepts that are not used with other gate- ways. These terms and concepts are defined in this section. Applications Applications group similar campaigns. A site may have one or more applications. Each campaign is assigned to an application; an appli- cation has one or more campaigns.
  • Page 674 Davox Davox Concepts paign flow is only available when using the External Call List Exter- nal Campaign Administration features. Call Scripts Each Davox campaign uses a call script. Call scripts define how cam- paigns handle phone calls. A call script is also termed a Telephony Application Client (TAC).
  • Page 675 Davox Davox Concepts • Records can be loaded from an external call table. The records are sent to Davox from an external source, and are not loaded from EDGE queues. The setup for EDGE with the two call table options is described in the section Call List Management.
  • Page 676 Davox Davox Concepts Davox Campaign IN1 Davox Campaign IN1 Call Script/TAC SCR1 Call Script/TAC SCR1 EDGE Callsets EDGE Callsets TABLE1 Davox Call Table Call Tables TABLE2 Davox Campaign OUT1 Davox Campaign OUT1 Call Script/TAC SCR2 Call Script/TAC SCR2 TABLE3 Davox Call Table Call OUT1...
  • Page 677 Davox Davox Concepts Agent Assignment The Davox Campaigns that an EDGE agent uses are determined by the callsets specified in their workstation ID. (EDGE callsets and Davox campaigns have corresponding names.) An agent can be assigned to one or more campaigns. The campaigns assigned to an agent do not have to be all inbound or outbound;...
  • Page 678 Davox Davox Concepts paign list and the new campaign user count. There will be no impact on subsequent calls. If the campaign has already been opened by another agent, only the user count is updated and the potential delay is even less. Termination Code Termination codes are character sequences created on the Davox system to perform defined functions.
  • Page 679 Davox Davox Concepts Specify the termination codes as follows: Call Disposition Specify the termination code in the Dialer disposi- tion code property of the Disconnect command. Terminate call type disposition codes are not recom- mended with EDGE because they immediately make the agent available for a new call.
  • Page 680 Davox Davox Concepts Agent Available Specify the termination code when making the agent available. When making an agent available, specify the termination code in one of the following places: • Available mode of the agent’s worksta- tion ID. • The $TP.AVAIL field. •...
  • Page 681 Davox Davox Concepts Unison calls are those calls associated with an application and may also be termed application calls. This includes calls predictively dialed by Davox for an outbound campaign and calls received on a phone number associated with an inbound campaign. For example, if an inbound campaign is associated with the phone number 800- 232-3200, all calls received on that line are Unison calls.
  • Page 682 Davox Davox Concepts Dial Modes Davox supports the following two modes for predictive calls: Automatic The dialer places predictive calls and when a live answer is detected, connects the call to an agent. Mode Manual Mode The dialer connects to an agent, then dials the call. When setting up outbound Callsets, either dial mode can be selected for calls.
  • Page 683 Davox Davox Setup Davox Setup The basic setup steps required to use the EDGE Telephony Gateway for Davox are described in the Setup chapter and the Dialer Setup chapter. However, some specific setup information that only applies to Davox is discussed in this section. Unless otherwise specified, these setup steps are performed on the Unison system.
  • Page 684 Davox Davox Setup The Unison fieldname defined on your system may differ from the name shown in the tables. When defining the form, specify the name on your system that corresponds with the data description. If using field widths that are not the default values, the new field widths must be specified in EDGE Developer on the .
  • Page 685 Davox Davox Setup The following form is used for callsets that perform outbound calling using Davox with an EDGE callset: Table I-2. Davox to EDGE Outbound Call Data Form Outbound Unison Field Default Width Description EDGE SYS Field Field 1 RECORD_ID Record ID —...
  • Page 686 Davox Davox Setup The following form is used with callsets for inbound calling: Table I-4. Davox to EDGE Inbound Call Data Form Inbound Unison Field Default Width Description EDGE SYS Field Field 1 CCR_NAME Campaign Name $TP.CALLSET Field 2 (optional) ORG_STR $TP.ANI Field 3 (optional) DNIS DNIS...
  • Page 687 Davox Davox Setup If a field is not used on your system, a placeholder field must be specified. For example, the UU Data field is only used with a Avaya Definity switch, but all definitions must have a field cor- responding to it in the download definition.
  • Page 688 Davox Davox Setup For inbound calling, assign agents to ACD queues (using the CTI Setup menu on Davox). The following are the queue requirements: • Each queue must be mapped to a call table. First select the queue, then select an campaign, then select a call table (either inbound or outbound) for that campaign.
  • Page 689 Davox Davox Setup Define Davox termination codes. Termination codes tell Davox the outcome of the call, make an agent available for new calls, and perform actions. To receive a new call, a termination code is required. For more information, see the section Termination Code.
  • Page 690 Davox Davox Server Communication Davox Server Communication Additional servers are used by the EDGE Telephony Gateway for Davox to communicate between the Davox Unison system and the EDGE telephony servers. These servers are referred to as Davox Gate- way servers. Each server and its communication is described in this section and depicted in Figure I-2.
  • Page 691 Davox Davox Server Communication tpun_server The server process to send requests to and receive r e q u e s t s f r o m t h e D a v o x U n i s o n s y s t e m . T h e tpun_server transmits messages to either the tpadmin server or the tpwsapi server based on the type of mes- sage.
  • Page 692 Davox Davox Server Communication tpwsapi cli- The client threads, one for each agent, to send and receive agent messages from the tpwsapi server to the ent thread Davox Unison system. The client thread is automatically terminated when the agent logs out. Server The Davox Gateway servers are provided on a separate diskette with Installation...
  • Page 693 Davox Davox Server Communication • The input socket on the Davox server is equivalent to the Out- put paths/TCP ports set in the telephony device. The default is 8201. • The output socket on the Davox server is equivalent to the Input paths/TCP ports set in the telephony device.
  • Page 694 Davox Davox Server Communication Server Restart By default, a delay is required between stopping and restarting the Davox gateway servers to allow for the sockets to flush all messages and close. To force the sockets to flush immediately so the Davox gateway servers can be quickly restarted, set the environment vari- able FLUSH_SOCKETS to 1.
  • Page 695 Davox Davox Server Communication To limit the size of the Davox server log files, set the following envi- ronment variable in the tp2un script: MAX_LOGFILE_SIZE=size_in_bytes; export MAX_LOGFILE_SIZE Multiple Davox For more than one EDGE installation to communicate with Davox Servers (for example, a training system and a production system), multiple tpun_servers must be started, one for each EDGE server.
  • Page 696 Davox Davox Server Communication Copy the tp2un program to a new name for each EDGE it com- municates with. The new name should follow the following pattern: tp2unsuffix Copy the tpun_server program to a new name corresponding to the new tp2un script. The suffix added to the tp2un script should be added to the tpun_server name as follows: tpunsuffix_server Set the...
  • Page 697 Davox Call List Management Call List Management The phone numbers for predictive dialing can originate from an EDGE callset queue or an external source. When agents log in to EDGE to use Davox telephony for predictive dialing, they must spec- ify a callset in their Workstation ID Properties.
  • Page 698 Davox Call List Management ated with the campaign. If a call table does not exist on the Davox system, EDGE automatically creates it and associates it with the cam- paign; the EDGE callset, Davox call table, and Davox campaign all have the same name.
  • Page 699 Davox Call List Management the correct project and display the correct customer’s data. This is possible because Davox always provides certain data including the Davox campaign name and the dialed phone number. EDGE can pro- vide the agent with a screen pop if the following setup requirements are met: •...
  • Page 700 Assign Call ID from field property dur- ing queue seeding. For information on queues, see the EDGE 7.11 Developer Reference Manual. Using another USER_DATA field that is part of the Davox...
  • Page 701 Davox Campaign Administration Campaign Administration The administration of the inbound or outbound campaigns can orig- inate from EDGE or occur directly on the Davox Unison system. Which administrative method is used depends on the type of Davox that was enabled. For more information, see Table I-1.
  • Page 702 Davox Campaign Administration Note: If an agent begins executing EDGE telephony commands before the campaigns are opened, the agent will receive an error mes- sage - , and not be able to operate in telephony mode. 21012 Telephony Gateway Reference Manual...
  • Page 703 Davox Davox Commands Davox Commands Table I-7 shows the commands supported by Davox using each con- figuration option. Table I-7. Davox TELEPHONY Commands Command is supported — Command is not supported.  Command is partially supported; For information, see the command documentation.
  • Page 704 Davox Davox Commands Table I-7. Davox TELEPHONY Commands (continued) Command is supported — Command is not supported.  Command is partially supported; For information, see the command documentation.       Conference    Dial — —...
  • Page 705 Davox Davox Commands Table I-7. Davox TELEPHONY Commands (continued) Command is supported — Command is not supported.  Command is partially supported; For information, see the command documentation.       Start Coach     ...
  • Page 706 Davox Davox Messages Davox Messages Messages used to communicate with Davox are listed in Table I-8. Status messages returned by the TELEPHONY verb commands are listed in Table I-9. Table I-8. TELEPHONY Verb Messages for Davox Telephony Command Unison Call Message X Call Message Agent Logoff LOGO...
  • Page 707 Davox Davox Messages Table I-8. TELEPHONY Verb Messages for Davox (continued) Telephony Command Unison Call Message X Call Message Conference INPU F15 (executed twice) SCCF Dial INPU F07 SCAL Disconnect INPU F04 SOND (all parties) or SDRP (one party from conference) Get Records REC_RETURN_REQUEST —...
  • Page 708 Davox Davox Messages Table I-8. TELEPHONY Verb Messages for Davox (continued) Telephony Command Unison Call Message X Call Message Set Campaign Options OCM_SET_USER, — OCM_SET_RATIO, OCM_SET_PACING, CCR_INSERT, CCR_REMOVE, CCR_SELECT Start Automated Tele- No corresponding message. — phony Start Coach COCH —...
  • Page 709 Davox Davox Messages Table I-8. TELEPHONY Verb Messages for Davox (continued) Telephony Command Unison Call Message X Call Message Update Telephony Serv- No corresponding message. — Voice Message Record STTR — subcommand Voice Message Stop STPR — Recording subcom- mand Wait for a Call No corresponding message.
  • Page 710 Davox Davox Messages Table I-9. Davox Gateway Status Codes (continued) S t a t u s Description Code -20007 No ratio supplied. -20008 No user parameter value supplied. -20009 No user parameter name supplied. -20010 No agents on list. -20011 Invalid app name specified.
  • Page 711 Davox Davox Messages Table I-9. Davox Gateway Status Codes (continued) S t a t u s Description Code -21010 Invalid record update message. -21011 Invalid TAC specified. -21012 Campaign not open. -21013 Specified CCR not found. -21014 CCR table already exists. -21015 CCR table is in use.
  • Page 712 Davox Davox Messages Table I-9. Davox Gateway Status Codes (continued) S t a t u s Description Code -23001 Unknown command. -23984 Phone number not translated (not 10 digits). -23985 Invalid trunk RID. -23986 No attribute specified. -23987 No trunk exists to these specs. -23988 Invalid trunk state for unavailable.
  • Page 713 Davox Davox Messages Table I-9. Davox Gateway Status Codes (continued) S t a t u s Description Code -24002 Error. -25001 Unknown command. -25002 WSAPI version is invalid. -25003 Invalid number of parameters. -25004 Level not within range. Invalid parameter 1. Invalid parameter 2.
  • Page 714 Davox Davox Messages Table I-9. Davox Gateway Status Codes (continued) S t a t u s Description Code -25012 Form is not editable. Agent is not allowed to update. Database update failed. -25013 Prompt text length invalid. -25014 Invalid campaign. -25015 Unable to establish audio path.
  • Page 715 Davox Davox Messages Telephony Event Telephony Events are not supported. Messages Telephony Gateway Reference Manual...
  • Page 716 Overview SER (formerly known as EIS) is a telephony technology for predictive dialing. It also supports other CTI features such as preview dialing, transfers, and conferencing. EDGE adds the computer intelligence to provide a CTI interface known as the EDGE Telephony Gateway. The EDGE Telephony Gateway for SER enables the EDGE developer to build an integrated voice/data application utilizing the SER tele- phony technology.
  • Page 717 Remote Agent Remote Agent Remote agent dialing is supported via SER's Enhanced Remote Agent functionality. This is available from CMG v4.3 and has some specific hardware requirements. See the Remote Agents section of this manual for more details. This appendix describes the following: •...
  • Page 718 SER Setup SER Setup In general, the setup steps required to use the EDGE Telephony Gate- way for SER are described in the Setup chapter and the Dialer Setup chapter. However, some specific setup information that only applies to SER is discussed in this section. The SER setup is performed on the SER Gateway machine and involves the following steps: •...
  • Page 719 SER Setup Set Up the In order for EDGE and SER to communicate, an input socket and an Network output socket must be defined. These are defined on SER in the /etc/ Communication services file, and on EDGE in the Telephony Device setup. On the SER Gateway machine, the file /etc/services must contain the following entries: eis_hinp...
  • Page 720 SER Setup The values of eis_hinp must correspond with the EDGE socket send- ing the information (the EDGE output socket), and eis_hout must correspond with the EDGE socket receiving the information (the EDGE input socket). For example, if the eis_hout is set to 5000, the EDGE input socket should be set to 5000 to receive the information sent from SER.
  • Page 721 SER Setup letters can be used. If the agent stations are serially connected, the port or tty of the agent station is commonly used for the Agent Sta- tion Cross-Reference. Note: Setting up the Agent Cross-Reference is not required if Remote Agent is being used.
  • Page 722 SER Setup acters in length. Import control is defined from the File Control Menu, Import Control option. To work with EDGE, the following format is recommended: INPOS LENGTH FIELDNAME FIELDPOS STATUS AREACODE PREFIX TELROOT CALLDATE CALLTIME OPERATOR Set Up the Record Format The Record File defines the format of the SER summary call record stored in the .ind file on the SER Gateway machine.
  • Page 723 SER Setup EDGE. Record Format is defined from the File Control Menu, Record Format option. The following format is recommended: FIELDNAME LENGTH DATA_TYPE STATUS AREACODE PREFIX TELROOT CALLDATE CALLTIME OPERATOR Set Up the Return Field List The Return Field List defines the format of records returned to EDGE in a connect message.
  • Page 724 SER Setup START LENGTH Telephony Gateway Reference Manual...
  • Page 725 SER Messages SER Messages Messages used by SER to communicate with EDGE are listed in Table J-1. Status messages returned by the TELEPHONY verb com- mands are listed in Table J-2. Status codes returned from SER to spec- ify the result of each dial attempt are listed in Table J-3.
  • Page 726 SER Messages Table J-1. TELEPHONY Verb Commands for SER (continued) T e l e p h o n y C o m - EDGE to SER Gateway Message SER to EDGE Gateway Message mand Code Code Campaign Status CS:campaign SR:cam- paign:cam_status:#_stat:#_stat_ wait:#_talk:#_in_CP:total_dials:t otal_calls:total_abandoned...
  • Page 727 SER Messages Table J-1. TELEPHONY Verb Commands for SER (continued) T e l e p h o n y C o m - EDGE to SER Gateway Message SER to EDGE Gateway Message mand Code Code Disconnect HG:cam- HU:cam- paign:agent_st_id:N:N:disp_code: paign:agent_st_id::result Disconnect Alter- TH:campaign:agent_st_id...
  • Page 728 SER Messages Table J-1. TELEPHONY Verb Commands for SER (continued) T e l e p h o n y C o m - EDGE to SER Gateway Message SER to EDGE Gateway Message mand Code Code Put Records PR:cam- No response. paign:record_count:record_fields Set Campaign CN:cam-...
  • Page 729 SER Messages Table J-1. TELEPHONY Verb Commands for SER (continued) T e l e p h o n y C o m - EDGE to SER Gateway Message SER to EDGE Gateway Message mand Code Code Start Monitoring MM::monitoring_ext::req_id, MT:monitoring_ext:req_id:resul MA:cam- t, ML:cam- paign:monitored_agent:monitori...
  • Page 730 SER Messages Table J-1. TELEPHONY Verb Commands for SER (continued) T e l e p h o n y C o m - EDGE to SER Gateway Message SER to EDGE Gateway Message mand Code Code Update Telephony No message sent. No response.
  • Page 731 SER Messages Table J-2. SER-specific Status Messages (continued) Status Code Description 2007 Invalid Call Processor identifier. 2008 Invalid campaign ID in a SHIP message. 2009 Invalid agent station ID in a SHIP message. 2010 Invalid login attempt – station already active. 2011 Invalid assignment of agent to campaign.
  • Page 732 SER Messages Table J-2. SER-specific Status Messages (continued) Status Code Description 2021 ID of agent station in a call transfer or conference already has a request. 2022 Destination campaign in a call transfer or conference call request is not open. 2023 Destination campaign in a call transfer or conference call request has no agents assigned to it.
  • Page 733 SER Messages Table J-2. SER-specific Status Messages (continued) Status Code Description 2035 Invalid availability flag in a SHIP HG message. 2036 Agent station specified to be a monitor is already assigned to a campaign. 2037 Agent station serving as a monitor is designated as a target station.
  • Page 734 SER Messages Table J-2. SER-specific Status Messages (continued) Status Code Description 2047 Agent station specified in a SHIP RM (Remote Monitor Request) or MA (Local Monitor Request) message is already being monitored. 2048 Agent station cannot be assigned because the station and the specified campaign are assigned to different Call Pro- cessors.
  • Page 735 SER Messages Table J-2. SER-specific Status Messages (continued) Status Code Description 2063 Not an Inbound campaign. 2064 Invalid trunk number. 2065 EIS Gateway not running. 2070 Invalid action – agent station in wrong state; for example, an attempt to put an agent station on hold although the agent is not making a presentation.
  • Page 736 SER Messages Table J-2. SER-specific Status Messages (continued) Status Code Description 2083 Call Processor Error Code: No recording key, or bad record- ing key. 2084 Call Processor Error Code: Specified station or trunk not recording. 2085 Call Processor Error Code: Arguments are bad or incom- plete.
  • Page 737 SER Messages Table J-2. SER-specific Status Messages (continued) Status Code Description 2098 Trunk is currently assigned to the third party trunk pool. 2099 Trunk is not assigned to Inbound trunk pool. 2100 No trunks are assigned to Inbound trunk pool. 2111 SER: Error Parsing Remote Agent Extension 2112...
  • Page 738 SER Messages Table J-2. SER-specific Status Messages (continued) Status Code Description 2128 SER: Remote Agent Dial Attempt - Request Rejected - Active Call 2129 SER: Remote Agent Dial Attempt - Unable to Dial. 2130 SER: Remote Agent Dial Result - RNA 2131 SER: Remote Agent Dial Result - Busy 2132...
  • Page 739 SER Messages Table J-2. SER-specific Status Messages (continued) Status Code Description 2144 SER: Error occurred during De-assignment of Remote sta- tion 2145 SER: Agent/Station Type Mismatch SER Call Result The status codes returned by SER to indicate the result of a dialed call Messages are shown in the following table:.
  • Page 740 SER Messages Table J-3. SER Status Codes (continued) Status Code Description The dial attempt was incomplete. The telephone did not ring and no connection was made. With interactive answering machine detection active, at the same moment that the analyses was completing, the agent recognized a live voice and canceled the analysis.
  • Page 741 SER Messages Table J-3. SER Status Codes (continued) Status Code Description The dial attempt resulted in a telco SIT stating that the dialed number is not in service. The call was passed to an agent. The dial attempt resulted in a telco SIT stating that the dialed number is not in service.
  • Page 742 SER Messages Table J-3. SER Status Codes (continued) Status Code Description The dial attempt resulted in a telco SIT stating that the dialed number has been changed. The call was not passed to an agent. The call was not dialed because it was invalid, for example because of a bad or blocked area code (for example: 900).
  • Page 743 Genesys Overview Genesys is a middleware package that provides an application pro- gramming interface (API) called T-server which allows server programs such as EDGE to access telephony services provided by a switch. EDGE uses the Genesys API as a means of communicating with switches.
  • Page 744 Genesys Overview For more information about how these differences might affect EDGE, please refer to Genesys documentation for your switch. This appendix describes the following: • Genesys Messages • Inter-Site Data Transfer • Genesys High Availability • Dynamic VDN Registration •...
  • Page 745 Genesys Genesys Messages Genesys Messages Messages used by the EDGE Telephony Gateway for Genesys to com- municate with EDGE and for telephony events are listed in this sec- tion. Note: For a list of the commands supported with your switch and Genesys, see Table 8-1.
  • Page 746 Genesys Genesys Messages Table K-1. TELEPHONY Verb Commands for Genesys (continued) Telephony Command EDGE to Genesys Messages Conference TCompleteConference() Delete Misc Data TDeleteAllUserData() or TDeleteUser- Data() Dial TMakeCall() Disconnect TReleaseCall() Hold THoldCall() Make Agent Available TAgentSetReady() Make Agent Unavailable TAgentSetNotReady() Miscellaneous Telephony TQueryAddress() Open Link to Hardware...
  • Page 747 Genesys Genesys Messages Table K-1. TELEPHONY Verb Commands for Genesys (continued) Telephony Command EDGE to Genesys Messages Stop Automated Telephony No corresponding message. Transfer TInitiateTransfer() and TCompleteTransfer() Update Misc Data TUpdateUserData() Update Telephony Servers TRegisterAddress Wait for a Call No corresponding message. For the status codes returned to EDGE by Genesys, consult your Genesys and switch documentation.
  • Page 748 Genesys Genesys Messages Table K-2. Unsolicited Genesys Telephony Events (continued) Telephony Event Genesys Event Type Call State Call alerting EventRinging alerted (phone ringing) Call connected EventEstablished connected Call disconnected EventReleased disconnected Call held EventHeld held Call retrieved EventRetrieved retrieved Call transferred EventHeld and EventReleased transferred Conferenced...
  • Page 749 Genesys Genesys Messages Table K-3. Solicited Genesys Telephony Events (continued) Telephony Event Genesys Event Type Call State Call connected EventEstablished connected Call disconnected EventReleased disconnected Call held EventHeld held Call retrieved EventRetrieved retrieved Call transferred EventHeld and EventReleased transferred Conferenced EventReleased and conferenced EventRetrieved...
  • Page 750 Genesys Genesys Messages Table K-4. Genesys TELEPHONY Verb Events Executed by EDGE (continued) Telephony Agent State Command Telephony Event Genesys message Call State Alternate Call held and THoldCall and retrieved Call retrieved TRetrieveCall Answer Call connected TAnswerCall connected Close Link to Hardware Conference Call disconnected...
  • Page 751 Genesys Genesys Messages Table K-4. Genesys TELEPHONY Verb Events Executed by EDGE (continued) Telephony Agent State Command Telephony Event Genesys message Call State Retrieve a Call from Call retrieved TRetrieveCall retrieved Hold Send DTMF Tones TSendDTMF DTMF sent Send User Data User Event TSendUserEvent user data...
  • Page 752 Genesys Miscellaneous Data Format Miscellaneous Data Format When working with Genesys, miscellaneous data is known as "User Data" and, rather than being a single block of data, it is formatted as a list of key/value pairs. Each value in Genesys has a specific data type, with EDGE supporting the following data types: KVTypeString KVTypeInteger...
  • Page 753 Genesys Miscellaneous Data Format separator mark (decimal code 28). Thus, received data might look like the following: AccountNum^\12345678^]AccountType^\Gold When sending data (see "Sending Data with a Call"), the EDGE TELE- PHONY verb accepts data in a simpler format where only values are used, the same format described above, or a more complex format that allows for the control of data type encoding.
  • Page 754 Genesys Miscellaneous Data Format Normal Data The normal format used when sending data is the same format Format described above for receiving data - i.e. key/value pairs with the key and value separated by a field mark. When using this format, each value is encoded as a string (KVTypeString).
  • Page 755 Genesys Miscellaneous Data Format pairs, then you should stick with these to allow for better interop- erability between systems, and for the identification of data. Deleting Data When deleting data (using the TELEPHONY "Delete Misc Data" com- mand), only key names need to be specified. However, data in nor- mal or complex data formats are both accepted as a convenience, as anything after the first field mark of each value is ignored.
  • Page 756 Genesys Miscellaneous Data Format Table 11-5. Key Name Variable stored in EDGE CollectedDig- $TP.DIGITS II-Digits TP.II_DIGITS (where #### is any number) Value is stripped of its key name before reaching EDGE logic (see "Simple Data Format"). Telephony Gateway Reference Manual...
  • Page 757 Genesys Inter-Site Data Transfer Inter-Site Data Transfer The EDGE Telephony Gateway for Genesys transfers data transpar- ently between sites that use Avaya Definity switches with the UCID feature enabled. This enhancement is available as an alternative to using the Genesys T-Server to complete the data transfer. To implement this approach, the originating and destination sites must use Avaya Definity switches, the switches must share a com- mon EDGE telephony server, the UCID feature must be enabled on...
  • Page 758 Genesys Inter-Site Data Transfer writes the data to Genesys event data, and deletes the temporary file. Note: You can continue using the location property in the EDGE TELE- PHONY verb interface for the Dial, Start Consultation, and Trans- fer commands. This implementation passes the destination to the Genesys T-Server, which completes the data transfer.
  • Page 759 Genesys Inter-Site Data Transfer where: <path> is the name of the directory under which the data files will be stored. The <path> must be an absolute path on a shared Net- work File System (NFS). That is, it must begin at the root directory (/) and must be accessible by all participating EDGE systems.
  • Page 760 Genesys Inter-Site Data Transfer The following is an example of how you might use conditional logic to determine the destination location: IF COMPARE if the value @exten is >= the value "46001" AND COMPARE if the value @exten is <= the value "46999" THEN COPY the value "Irvine"...
  • Page 761 Genesys Genesys High Availability Genesys High Availability High Availability is supported using Genesys Advanced Disconnect Detection Protocol (ADDP) in combination with at least one backup T-Server configured in "warm-standby" mode. Even if ADDP is not utilized, EDGE telephony servers may still use a warm-standby configuration, however certain network failures will not be detected.
  • Page 762 Genesys Genesys High Availability ADDP has the following configuration options, which will be enabled when 'addp' has been selected as described above: - ADDP Timeout (in seconds) - ADDP Remote Timeout (in seconds) For more information on how these values affect the connection to T-Server, please refer to your Genesys documentation.
  • Page 763 Genesys Dynamic VDN Registration Dynamic VDN Registration The EDGE Telephony Gateway for Genesys provides the following procedure to allow you to change the list of VDNs on the switch without having to restart the EDGE telephony servers. When you use this procedure, HBR tasks are able to route calls to extensions associ- ated with these new VDNs immediately.
  • Page 764 Genesys Dynamic VDN Registration Figure K-1. Identifying VDNs on the Switch Telephony Gateway Reference Manual...
  • Page 765 Genesys Dynamic VDN Registration Figure K-2. Update Telephony Servers Button Telephony Gateway Reference Manual...
  • Page 766 Genesys Miscellaneous Telephony Command Miscellaneous Telephony Command The EDGE Telephony Gateway for Genesys allows you to use the EDGE Miscellaneous Telephony command to send a Genesys TQueryAddress query to Genesys and return a multi-value string to the agent. The query requests the information specified by the info type parameter about the telephony object specified by the queue and/or directory number parameters.
  • Page 767 Genesys Miscellaneous Telephony Command address-type is the Genesys value shown in Table K-7. info-type is the Genesys value shown in Table K-6. Table K-6. Genesys Info Type Values G e n e s y s Value Description Address status Message waiting status Association status Call forwarding status Current agent status...
  • Page 768 Genesys Miscellaneous Telephony Command Table K-6. Genesys Info Type Values (continued) G e n e s y s Value Description Number of idle trunks Number of trunks in use Database value Directory number status Queue status Table K-7. Genesys Address Type Values G e n e s y s Value Description...
  • Page 769 Genesys Miscellaneous Telephony Command Table K-7. Genesys Address Type Values (continued) G e n e s y s Value Description The address is a data channel. The address is an announcement channel. The address is an AT&T Adjunct Switch Application Interface. The address is an ACD group used for domain control of splits.
  • Page 770 Genesys Miscellaneous Telephony Command Note: Because the query response does not return the name of the key in the data portion of the return string, developers should create a table to interpret these data values. See Table 7 in the Genesys T-Server Release 5.1.5 Developer’s Guide.
  • Page 771 Genesys Miscellaneous Telephony Command data-1…data-n are key-value pairs of attribute extensions that may be returned depending on the info type of the response. See Table K-8 for the format of key-value pairs. Table K-8. Genesys EventAddressInfo Responses Genesys Info-Status Genesys EventAddressInfo Response Info Type Address Status = 0 Idle –...
  • Page 772 Genesys Miscellaneous Telephony Command Table K-8. Genesys EventAddressInfo Responses (contin- Genesys Info-Status Genesys EventAddressInfo Response Locked Out – The switch puts a telephony object in this state when it encounters an inter-digit time-out while dialing. Maintenance – The telephony object has been taken out of service and can no longer accept calls or service requests.
  • Page 773 Genesys Miscellaneous Telephony Command Table K-8. Genesys EventAddressInfo Responses (contin- Genesys Info-Status Genesys EventAddressInfo Response Association not allowed Info Type Agent Status = 4 Work mode unknown – The agent work mode is unknown or not specified. Agent manual in – The agent has to perform a manual operation to become available.
  • Page 774 Genesys Miscellaneous Telephony Command Example Use the following command to find out how many agents are logged onto ACD group 4000: 4000^]0^]10^]5 where: 4000 is the ACD group ID. 0 is ignored, since we are querying the ACD group. 10 is the address type for an ACD group. 5 is the info type for the number of agents currently logged in a queue.
  • Page 775 Genesys Miscellaneous Telephony Command 2 is the number of agents in the queue (note that this information is repeated). 1 is the number of agents available in the queue. 6 is the number of calls in the queue. Telephony Gateway Reference Manual...
  • Page 776 Genesys Genesys Telephony Events Genesys Telephony Events The EDGE Telephony Gateway for Genesys gives you access to selected Genesys events: EDGE Event Genesys Event Attached data changed EventAttachedDataChanged Call alerting EventRinging Attached Data The Attached data changed event is an unsolicited EDGE telephony Changed Event event that leverages the Genesys T-Server’s EventAttached- DataChanged event.
  • Page 777 Genesys Genesys Telephony Events $TP.CALLSTATUS Syntax The following is the syntax of $TP.CALLSTATUS for the Attached data changed event: event-name,event-type,connection-id,user-data where: event-name is the EDGE event name. event-type is U (unsolicited). connection-id is a switch-dependent string that identifies the call. user-data Prior to EDGE v7.5, user data was stored in $TP.CALLSTA- TUS.
  • Page 778 Genesys Genesys Telephony Events Call Alerting Genesys call type information is added in the Call alerting telephony Event event message that Genesys returns to EDGE (see Table K-9). The call type information is saved in the $TP.CALLSTATUS system variable. Table K-9. Genesys Telephony Events Telephony Event Genesys Event Type...
  • Page 779 Genesys Genesys Telephony Events call-type has one of the following values: 0: Unknown 1: Internal 2: Inbound 3: Outbound 4: Consult connection-id is a switch-dependent string that identifies the call. Example The following is an example of call type information saved in the $TP.CALLSTATUS system variable for the Call alerting event: alerting,U,1,000000cf59594099 In this example, an unsolicited internal message was received from a...
  • Page 780 Telephony Messaging Interface Overview The Telephony Messaging Interface (TMI) is a software tool that enables you to build a link between EDGE Telephony Gateway archi- tecture and virtually any third-party telephony device not currently supported by EDGE. TMI allows a third-party telephony device to provide the CTI features to EDGE, while EDGE provides the guide ser- vices.
  • Page 781 Telephony Messaging Interface Overview • TMI Server Communication. • Messages. • Call Flow Examples. • TMI Callset Setup. • TMI Status Messages. Telephony Gateway Reference Manual...
  • Page 782 Telephony Messaging Interface TMI Setup TMI Setup To use TMI, a server must be written to interface between the EDGE telephony servers and the third-party device. This server is termed the TMI server. Knowledge of C programming, the TMI message set, and the third-party telephony device are required to build the TMI server.
  • Page 783 Telephony Messaging Interface TMI Server Communication TMI Server Communication TMI provides an API to be used to create the TMI server to communi- cate between a third-party telephony device and the EDGE tele- phony servers. The TMI server uses a TCP/IP connection to communicate with the EDGE telephony servers.
  • Page 784 Telephony Messaging Interface TMI Server Communication Server Startup The TMI server is not part of the EDGE set of servers; it must be started and terminated separately. The TMI server must be started before the set of EDGE telephony servers is started. The TMI server can be started by the init process when the UNIX sys- tem is started or booted, or from a terminal.
  • Page 785 Telephony Messaging Interface TMI Messages TMI Messages The Telephony Messaging Interface uses a standard set of messages to communicate between the TMI server and the EDGE telephony servers. The messages that are used depend on the design of the agent application and the features supported by the third-party tele- phony device.
  • Page 786 Telephony Messaging Interface TMI Messages Comma delimiter Tag ID Message Message Message Properties (variable # of (variable # width (comma delimited) bytes) of bytes) (variable # of bytes) For Example: 0 0 2 7 H A N G U P , 0 , 4 0 0 1 , 4 7 A C 3 4 1 Figure L-2.
  • Page 787 Telephony Messaging Interface TMI Messages Table L-1. TMI Message Summary Listing (continued) Message Description ANSWER Answers a call. CALLSTATS Indicates the change in status of a call. CAMPSTATS Indicates the change in status of a campaign. CHNGWM Makes an agent available or unavailable for calls by setting their work mode.
  • Page 788 Telephony Messaging Interface TMI Messages Table L-1. TMI Message Summary Listing (continued) Message Description ANSWER Answers a call. CALLSTATS Indicates the change in status of a call. CAMPSTATS Indicates the change in status of a campaign. CHNGWM Makes an agent available or unavailable for calls by setting their work mode.
  • Page 789 Telephony Messaging Interface TMI Messages Table L-1. TMI Message Summary Listing (continued) Message Description CPSTAT Returns the current status of the campaign and writes it to an EDGE log file. CPSUSP Temporarily stops the dialer from dialing. GETREC Requests unconnected calls from the predictive dialer.
  • Page 790 Telephony Messaging Interface TMI Messages Table L-1. TMI Message Summary Listing (continued) Message Description MONEXT Begins the monitoring of an agent station. Used after failure recovery. MONSTP Stops the monitoring of an agent’s call. MONSTPACD Stops monitoring of an ACD group. MONTRUNK Begins the monitoring of calls on a specified trunk line.
  • Page 791 Telephony Messaging Interface TMI Messages Table L-1. TMI Message Summary Listing (continued) Message Description REDIRECT Redirects a call to another station or ACD without being answered first. REQRECS Sent when a dialer needs more call records to dial. This message originates from TMI server. RESP Sent to indicate the success or failure of a message.
  • Page 792 Telephony Messaging Interface TMI Messages Table L-1. TMI Message Summary Listing (continued) Message Description TRANS Sends a call to another agent, ACD group, or cam- paign, and terminates the call for the originator. TRSFCANC Cancels a transfer if it is not yet complete. Documentation This section describes the conventions used to describe the mes- Conventions...
  • Page 793 Telephony Messaging Interface TMI Messages Message Responses The required response for the messages is described in the introduc- tory paragraph for the table. For example, most messages require a RESP message, and agent messages typically require a AGTSTATS message. If a message has a unique response, it is described with the description of the message.
  • Page 794 Telephony Messaging Interface TMI Messages • Miscellaneous Messages. • Monitoring Messages. • Recording Messages. Agent Messages Table L-2 describes the agent messages that can be sent from the EDGE Telephony servers to the TMI server.The TMI server must respond with a RESP message;...
  • Page 795 Telephony Messaging Interface TMI Messages EDGE and are either sent automatically using the built-in functional- ity or explicitly by one of the TELEPHONY verb commands. Table L-2. TMI Agent Messages Message T E L E P H O N Y Description Properties command...
  • Page 796 Telephony Messaging Interface TMI Messages Table L-2. TMI Agent Messages (continued) Message T E L E P H O N Y Description Properties command COACH Start Coach Allows a supervisor to coach • The ID of the person coaching. an agent on a call. •...
  • Page 797 Telephony Messaging Interface TMI Messages Table L-2. TMI Agent Messages (continued) Message T E L E P H O N Y Description Properties command LOGOFF Agent Logoff Logs an agent out of predic- • The campaign IDs or ACD queues (optional). Specify a series of name* type pairs separated tive dialing campaigns or by colons.
  • Page 798 Telephony Messaging Interface TMI Messages Table L-2. TMI Agent Messages (continued) Message T E L E P H O N Y Description Properties command LOGON Agent Logon Logs an agent into predic- • The campaign IDs or ACD queues (optional). tive dialing campaigns or Specify a series of name* type pairs sepa- ACD groups.
  • Page 799 Telephony Messaging Interface TMI Messages Table L-2. TMI Agent Messages (continued) Message T E L E P H O N Y Description Properties command MONSTP Stop Monitor- Stops the monitoring of an • The ID of the person monitoring the call. agent’s call.
  • Page 800 Telephony Messaging Interface TMI Messages built-in functionality or explicitly by one of the TELEPHONY verb commands. Table L-3. TMI Call Messages Message T E L E P H O N Y Description Properties command ALTNT Alternate Alternates between a party on •...
  • Page 801 Telephony Messaging Interface TMI Messages Table L-3. TMI Call Messages (continued) Message T E L E P H O N Y Description Properties command CONSULT Start Consulta- Places a caller on hold and • The station number. tion establishes a connection to a •...
  • Page 802 Telephony Messaging Interface TMI Messages Table L-3. TMI Call Messages (continued) Message T E L E P H O N Y Description Properties command HANGUP Disconnect Disconnects a call. • The station number. • The switch-assigned call ID. • The disposition code indicating the call’s result.
  • Page 803 Telephony Messaging Interface TMI Messages Table L-3. TMI Call Messages (continued) Message T E L E P H O N Y Description Properties command PREDIC- — Sends a phone number to be • The virtual extension number on which the TIVE predictively dialed to the call should be dialed.
  • Page 804 Telephony Messaging Interface TMI Messages Table L-3. TMI Call Messages (continued) Message T E L E P H O N Y Description Properties command PREVIEW Dial Dials a phone number. • The station number. • The campaign IDs or ACD queues. Separate multiple values with colons.
  • Page 805 Telephony Messaging Interface TMI Messages Table L-3. TMI Call Messages (continued) Message T E L E P H O N Y Description Properties command SEND_DT Send DTMF Sends dual tone multi-fre- • The station number. Tones quency (DTMF) tones while an •...
  • Page 806 Telephony Messaging Interface TMI Messages and are either sent automatically using the built-in functionality or explicitly by one of the TELEPHONY verb commands. Table L-4. TMI Campaign Messages Message T E L E P H O N Y Description Properties command CPCLOSE Close Campaign...
  • Page 807 Telephony Messaging Interface TMI Messages Table L-4. TMI Campaign Messages (continued) Message T E L E P H O N Y Description Properties command CPOPEN Open Campaign Initiates a predictive dialer • The campaign ID. campaign. • The campaign type; can be I for inbound or O for outbound.
  • Page 808 Telephony Messaging Interface TMI Messages Table L-4. TMI Campaign Messages (continued) Message T E L E P H O N Y Description Properties command CPSUSP Campaign Sus- Temporarily stops the dialer • The campaign ID. pend from dialing. • The flag indicating whether to suspend the campaign immediately or wait for all active calls to complete;...
  • Page 809 Telephony Messaging Interface TMI Messages Table L-4. TMI Campaign Messages (continued) Message T E L E P H O N Y Description Properties command GETREC Get Records Requests unconnected calls • The campaign ID. from the predictive dialer. • The number of records to retrieve. •...
  • Page 810 Telephony Messaging Interface TMI Messages phony events, see Chapter 10. For a list of the default agent and call states that can be monitored, see Table 10-1. Telephony Gateway Reference Manual...
  • Page 811 Telephony Messaging Interface TMI Messages Table L-5. TMI Event Messages Message Event Description Properties AGTSTATS Agent Sent when an agent’s status • The station number. events changes. • The agent state; can be one of the following: 11 - Agent is Agent logged 12 - Agent is Agent logged...
  • Page 812 Telephony Messaging Interface TMI Messages Table L-5. TMI Event Messages (continued) Message Event Description Properties CALLSTATS Call events Sent when a call’s status • The numeric station, virtual station, or exten- changes. sion number. • The switch-assigned ID of the call. •...
  • Page 813 Telephony Messaging Interface TMI Messages Table L-5. TMI Event Messages (continued) Message Event Description Properties CAMPSTATS — Sent when a campaign’s sta- • The campaign ID. tus changes. • The campaign type; can be I for inbound or O for outbound. •...
  • Page 814 Telephony Messaging Interface TMI Messages Table L-6. CALLSTATS Values Value Description Value Description Call connected. Network congestion. Call disconnected. Call barred. Call transferred. Reorder or denial SIT tone. Conferenced. No circuits available SIT tone. Call held. Unassigned number. Call retrieved. Unknown tone.
  • Page 815 Telephony Messaging Interface TMI Messages Miscellaneous Table L-7 describes some miscellaneous messages that could be sent Messages from the EDGE Telephony servers to the TMI server or sent from the TMI server to the EDGE telephony servers. Table L-7. TMI Miscellaneous Messages Message T E L E P H O N Y Description...
  • Page 816 Telephony Messaging Interface TMI Messages Table L-7. TMI Miscellaneous Messages (continued) Message T E L E P H O N Y Description Properties command MISC Native Com- Passes any command string to the • The command string. mand CTI device without it being vali- •...
  • Page 817 Telephony Messaging Interface TMI Messages Table L-7. TMI Miscellaneous Messages (continued) Message T E L E P H O N Y Description Properties command RETRECS — Sent as a response to a GETREC • The campaign ID. CPCLOSE, and when a call record •...
  • Page 818 Telephony Messaging Interface TMI Messages Monitoring Table L-8 describes the monitoring messages that could be sent Messages from the EDGE Telephony servers to the TMI server. The TMI server must respond with a RESP message. These messages originate from EDGE and are sent explicitly by one of the TELEPHONY verb com- mands.
  • Page 819 Telephony Messaging Interface TMI Messages Recording Table L-9 describes the recording messages that could be sent from Messages the EDGE Telephony servers to the TMI server. The TMI server must respond with a RESP message. These messages originate from EDGE and are sent explicitly by one of the TELEPHONY verb commands.
  • Page 820 Telephony Messaging Interface TMI Messages Table L-9. TMI Recording Messages (continued) Message TELEPHONY command Description Properties RECSTOP Voice Message Stop Stops the recording of an • The station number. Subcommand agent’s phone call. • The recording ID. • An optional 15-byte alphanumeric field to pass data that can be saved with the recording to assist in identi- fying it.
  • Page 821 Telephony Messaging Interface Call Flow Examples Call Flow Examples The messages that should be sent and received by the TMI server is described for each of the sample call scenarios. For information on the messages, see the section Messages. Inbound Call The agent logs into EDGE Client causing a LOGON message to be sent by the EDGE servers.
  • Page 822 Telephony Messaging Interface Call Flow Examples 0022AGTSTATS,0,14,4000 0022AGTSTATS,0,14,4010 When a call comes into either ACD queue 4000 or 4010, the call is routed to an available agent. (For example, to agent station 4004.) An ALRT message should be sent by the TMI server. 0046ALRT,0,4004,12345,9496226200,4004,4010,,,,0 If the agent's available mode is not set to inbound implicit (II), the agent should manually instruct EDGE (for example, by...
  • Page 823 Telephony Messaging Interface Call Flow Examples Preview Dialing The agent logs into EDGE Client causing a LOGON message to be sent by the EDGE servers. 0025LOGON,0, ,khp,4004,khp The TMI server responds with a RESP message, indicating suc- cess or failure. If successful the TMI server should also send an AGTSTATS event for each queue indicating the status of the agent is now Logged On.
  • Page 824 Telephony Messaging Interface Call Flow Examples Predictive Dialing The messages described in this section relate to using EDGEdial for TMI. This requires both the TMI module and the EDGEdial module to be enabled. The agent logs into EDGE Client causing a LOGON message to be sent by the EDGE servers.
  • Page 825 Telephony Messaging Interface Call Flow Examples If successful, the call could have been disconnected because it resulted in a busy signal, a modem, and so on. Alternatively, if successful, the call could be connected to an agent. The TMI server should send a CALLSTATS event to indicate the result of the dial attempt.
  • Page 826 Telephony Messaging Interface Call Flow Examples 0070RESP,0,RTREQ,-6012,No agent signed on with the specified extension 0037CALLSTATS,0,4009,12345,2,EDGEDIAL Alternatively, if the target number (9496226200) disconnects the call before the RTSELCT message is sent to the TMI server, the TMI server should send a CALLSTATS message to EDGE indi- cating the call has been disconnected;...
  • Page 827 Telephony Messaging Interface TMI Callset Setup TMI Callset Setup In the Callset area of EDGE Developer, only the Admin and Davox tabs are used with TMI. The settings on the Admin tab are not unique to TMI and are described in the section Admin. The settings on the Davox tab have different meanings for TMI and are described in the following section.
  • Page 828 Telephony Messaging Interface TMI Callset Setup TMI settings Telephony Gateway Reference Manual...
  • Page 829 Telephony Messaging Interface TMI Callset Setup Properties: TAC Options Sends specified values to the dialer in the CPOPEN message. The values specified in the properties do not need to correspond with the labels. For exam- ple, a number indicating a pacing value could be specified in the Agents property.
  • Page 830 Telephony Messaging Interface TMI Status Messages TMI Status Messages Status messages returned by the TMI server are listed in Table L-10. Table L-10. TMI Status Codes Status Code Description Success; no error. The command completed successfully. -5003 Agent’s phone busy. -5007 Command failed.
  • Page 831 Telephony Messaging Interface TMI Status Messages Table L-10. TMI Status Codes (continued) Status Code Description -5023 Invalid call ID. -5026 Invalid logoff option. -5027 Invalid monitor status. -5028 Invalid monitor type. -5030 Invalid parameter value. -5044 No such agent ID. -5047 No such monitor agent ID.
  • Page 832 Telephony Messaging Interface TMI Status Messages Table L-10. TMI Status Codes (continued) Status Code Description -5068 No archive space for recording. -5069 Duplicate archive record ID. -5070 Media failure -6004 Invalid origin value specified for a dial or the agent was not in a valid state to originate a call.
  • Page 833 Telephony Messaging Interface TMI Status Messages Table L-10. TMI Status Codes (continued) Status Code Description -9037 Invalid message header. -9038 Invalid message type. -9403 Error closing socket. -9404 Connect failed. -9406 Error opening socket device. -9407 Error reading from a socket. -9408 Error writing to a socket.
  • Page 834 EDGEdial Plug-In Overview EDGEdial is a plug-in for the EDGE Telephony Gateway that provides a software-based predictive algorithm solution. It controls all call activities in the predictive dialing environment. The EDGEdial Plug-In integrates a predictive dialing algorithm (software) with a PBX (hard- ware) to provide call functionality for both inbound and outbound environments.
  • Page 835 EDGEdial Plug-In Overview • EDGEdial Software Architecture. • General EDGEdial Plug-In Setup. • Aspect Application Bridge Configuration for EDGEdial. • CV/LAN Switch Configuration for EDGEdial. • Server Communication. • EDGEdial Plug-In Messages. Telephony Gateway Reference Manual...
  • Page 836 EDGEdial Plug-In EDGEdial Plug-In Module Enable EDGEdial Plug-In Module Enable The EDGEdial Plug-In must be enabled before it can be used. The general procedure is described in the section Enable the TELEPHONY Gateway. The EDGEdial Plug-In has two additional prompts when you enable the module.
  • Page 837 EDGEdial Plug-In EDGEdial Hardware Architecture EDGEdial Hardware Architecture The EDGEdial Plug-In requires an EDGE server, a EDGEdial PC, and the telephony gateway system. Table M-1 shows the hardware requirements; there are different requirements for each gateway, plus a requirement needed with all gateways. Figure M-1 shows a sample configuration used with EDGEdial for CV/LAN.
  • Page 838 EDGEdial Plug-In EDGEdial Hardware Architecture EDGE Server EDGEdial CV/LAN PC Dialer PC (ASAI) Trunks Call Classifier Card Phone lines Figure M-1. EDGEdial Plug-In for CV/LAN Hardware Components Telephony Gateway Reference Manual...
  • Page 839 EDGEdial Plug-In EDGEdial Software Architecture EDGEdial Software Architecture The generic EDGE telephony API layer lies above the EDGEdial layer as shown in Figure M-2. The EDGEdial layer blends the predictive algorithm with PBX functionality through the predictive interface and the generic CTI layers. The predictive interface layer sends and receives predictive functions to the dialer.
  • Page 840 EDGEdial Plug-In General EDGEdial Plug-In Setup General EDGEdial Plug-In Setup The EDGE Telephony Gateway setup steps required to use the EDGE- dial Plug-In are described in the Setup, Setup, and Dialer Setup chapters. The setup information that applies only to the EDGEdial Plug-In is discussed in the following sections: •...
  • Page 841 EDGEdial Plug-In General EDGEdial Plug-In Setup If a valid callset is not specified in an agent’s workstation ID, the agent is considered to be set up for inbound calling. Typically for inbound calling, an ACD queue is specified in place of a callset. Note: If a specified ACD queue uses the same name as a defined callset, it is assumed to be a callset, and the agent is placed in predictive dialing mode.
  • Page 842 EDGEdial Plug-In Aspect Application Bridge Configuration for EDGEdial Aspect Application Bridge Configuration for EDGEdial To use the EDGEdial Plug-In with an Aspect switch, some setup steps are required. For additional information on any step, please consult your Aspect documentation. Perform the following steps on the Aspect system in any order: •...
  • Page 843 EDGEdial Plug-In Aspect Application Bridge Configuration for EDGEdial • Create a CCT table to dial the phone number sent by the dialer, then connect it to an available agent specified by the dialer. Table M-2 describes a basic CCT that might be used with the EDGEdial Plug-In.
  • Page 844 EDGEdial Plug-In Aspect Application Bridge Configuration for EDGEdial Table M-2. Sample Aspect CCT for EDGEdial Plug-In (continued) Step # Command Attributes Description RECEIVE DATA LINK #1 Waits for a CIMR message from the EDGE- ON NAK, EXECUTE STEP #8 dial Plug-In. On a positive acknowledg- ment, step 6 is performed.
  • Page 845 EDGEdial Plug-In CV/LAN Switch Configuration for EDGEdial CV/LAN Switch Configuration for EDGEdial To use the EDGEdial Plug-In with CV/LAN, the following should be performed on the switch console: • Determine the Number of Trunk Lines. • Define the Trunk Access Code (TAC).
  • Page 846 EDGEdial Plug-In CV/LAN Switch Configuration for EDGEdial Define the Trunk Access Code (TAC) The trunk access code must be defined on the switch in order to identify the trunk group to use. There is no limit to the number of trunk access codes you may define.
  • Page 847 EDGEdial Plug-In CV/LAN Switch Configuration for EDGEdial Table M-3. Class of Restriction Values (continued) Field Value Can be Service Observed? Can be a Service observer? Time of day chart Priority Queuing? Restriction Override restricted call list? Access to MCI? Category for MFC ANI Send ANI for MFE? Hear system music on hold? APLT?
  • Page 848 COR property should match that defined in the CV/LAN link extension. To display the current trunk group settings, enter the fol- lowing where n is your trunk group number: Display trunk-group n The settings recommended by Pitney Bowes are listed in Table M-4. Table M-4. Trunk Group Values...
  • Page 849 EDGEdial Plug-In CV/LAN Switch Configuration for EDGEdial Table M-4. Trunk Group Values (continued) Field Value Queue length Comm type voice Prefix-1? Group type Outgoing display? Busy threshold Country Auth code? Trunk flash? CDR reports 8001 Night service null Incoming destination 4000 Digit absorption list null...
  • Page 850 EDGEdial Plug-In CV/LAN Switch Configuration for EDGEdial Table M-4. Trunk Group Values (continued) Field Value Trunk type loop-start Outgoing dial type tone Trunk termination Auto guard? Terminal balanced? Disconnect supervision-in? Disconnect supervision-out? Answer supervision timeout Call still held? Trunk gain high Cut-Through? Disconnect timing (msec)
  • Page 851 EDGEdial Plug-In CV/LAN Switch Configuration for EDGEdial Table M-4. Trunk Group Values (continued) Field Value Abandoned call search? Suppress # outpulsing? Measured none Data restriction Maintenance tests? Identify the CV/LAN Link Extension When there is a live answer to a predictive call, in order to connect the call to an agent, the call must first be routed to the CV/LAN link extension.
  • Page 852 EDGEdial Plug-In CV/LAN Switch Configuration for EDGEdial Create and Define Vector The vector logic must begin with an ASAI adjunct route request to the CV/LAN link extension to inform EDGE that a call has a live answer and that it is waiting for EDGE to select an agent for the call. EDGE asks the dialer for an available agent.
  • Page 853 To display the auto answer set- ting for each station, enter the following: Display station n. Pitney Bowes recommends the auto answer property is set to all. Setup SIT Tones Management Set the SIT tones on the switch for optimal performance. This will allow the switch to drop calls which do not reach a live person.
  • Page 854 EDGEdial Plug-In CV/LAN Switch Configuration for EDGEdial The settings recommended by Pitney Bowes are listed in Table M-5. Table M-5. SIT Tone Values Field Value SIT ineffective other dropped SIT intercept dropped SIT no circuit dropped SIT reorder dropped SIT vacant code...
  • Page 855 EDGEdial Plug-In Server Communication Server Communication The EDGEdial Plug-In requires that the EDGE telephony servers com- municate with both the PBX Gateway and the dialer as shown in Figure M-3. EDGE serves as the intermediary between the dialer and the PBX because they cannot communicate with each other directly. EDGEdial for tpas_server EDGEdial for...
  • Page 856 EDGEdial Plug-In Server Communication The following are discussed in this section: • tpsd_server. • Message Flow. For information on the other servers shown in the diagram, see the section Telephony Servers. tpsd_server The tpsd_server is used by the EDGEdial Plug-In to communicate between the dialer and the generic set of telephony servers as shown in Figure...
  • Page 857 EDGEdial Plug-In Server Communication Agent Logon Example for EDGEdial for Aspect When an agent logs on for predictive dialing with the EDGEdial Plug- In, the following messages are sent: The agent’s XGUIDE process sends a login message to the guide server. The guide server sends the message to Aspect.
  • Page 858 EDGEdial Plug-In Server Communication Agent Logon Example for EDGEdial for CV/LAN or TMI When an agent logs on for predictive dialing with the EDGEdial Plug- In, the following occurs: The agent’s XGUIDE process sends a login message to the guide server. The guide server sends the message to the tpas_server or TMI server.
  • Page 859 EDGEdial Plug-In Server Communication Make Agent Available Example When an agent becomes available for predictive dialing with the EDGEdial Plug-In, the following occurs: The agent’s XGUIDE process sends an agent available message to the guide server. Note: The guide server determines whether the agent has specified a valid callset in their workstation ID.
  • Page 860 EDGEdial Plug-In EDGEdial Plug-In Messages EDGEdial Plug-In Messages This section discusses messages sent or returned by the EDGEdial Plug-In. TELEPHONY The messages sent to and returned from the EDGEdial Plug-In when Command the TELEPHONY verb is used vary depending on the telephony gate- Messages way used with the Plug-In.
  • Page 861 EDGEdial Plug-In EDGEdial Plug-In Messages Table M-6. EDGEdial for CV/LAN Call Failure Status Codes S t a t u s Cause Value Error Description Error Result Code C_RESUNAVL Resources to fulfill service are not To handle this, EDGE sends a available.
  • Page 862 EDGEdial Plug-In EDGEdial Plug-In Messages Table M-6. EDGEdial for CV/LAN Call Failure Status Codes (continued) S t a t u s Cause Value Error Description Error Result Code C_CALL_REJECTED Call rejected. Attempting to use a To handle this, EDGE sends a trunk access code to access a PRI call_failure message to the d trunk.
  • Page 863 EDGEdial Plug-In EDGEdial Plug-In Messages Table M-7. EDGEdial for Aspect and Aspect Contact Server- Call Failure Status Codes Message Value Dialer Code Description NANS_01 21 SIT 1 detected. The call is sent to an agent or disconnected depending on the bit set for IC Intercept code in the Setting bits for ANS_MAP...
  • Page 864 EDGEdial Plug-In EDGEdial Plug-In Messages Table M-7. EDGEdial for Aspect and Aspect Contact Server- Call Failure Status Codes (continued) Message Value Dialer Code Description NANS_05 24 SIT 5 detected. The call is sent to an agent or disconnected depending on the bit set for the IO Ineffective other in the...
  • Page 865 EDGEdial Plug-In EDGEdial Plug-In Messages Table M-7. EDGEdial for Aspect and Aspect Contact Server- Call Failure Status Codes (continued) Message Value Dialer Code Description NANS_13 5 An answering machine is detected. The call is sent to an agent or discon- nected depending on the bit set for Beep tone failed in the...
  • Page 866 EDGEdial Plug-In EDGEdial Plug-In Messages Table M-7. EDGEdial for Aspect and Aspect Contact Server- Call Failure Status Codes (continued) Message Value Dialer Code Description NANS_43 20 A number unobtainable tone was detected; not used in North America. NANS_44 4 A modem or fax machine answered the call.
  • Page 867 EDGEdial Plug-In EDGEdial Plug-In Messages Table M-7. EDGEdial for Aspect and Aspect Contact Server- Call Failure Status Codes (continued) Message Value Dialer Code Description MPCRR Invalid setting for the Answer mode property. MPCRR Error while processing the request; typically indicates outbound integra- tion is not enabled on the Aspect sys- tem.
  • Page 868 EDGEdial Plug-In EDGEdial Plug-In Messages EDGEdial Plug-In Status codes identify the result of a dialed call. These codes can be Call Result mapped to EDGE Dialer Status codes to make it easier to disposition Messages unsuccessful dial attempts to recall or no-recall queues. For a list of status codes returned by the EDGEdial Plug-In, see Table M-9.
  • Page 869 EDGEdial Plug-In EDGEdial Plug-In Messages Table M-9. EDGEdial Plug-In Call Result Codes (continued) Status Code Description Telephone number unobtainable. Other. Telephony Event The Telephony Event messages returned to EDGE or executed by Messages EDGE vary depending upon the telephony gateway used with the EDGEdial Plug-In.
  • Page 870 Index Symbols $INERR screen, $RECORDING.CHANNEL, $TP.CALLHISTORY data, $TP.DATA field, 377, 404, $TP.IMITATE field, $TP.INEXT field, $TP.OUTEXT field, Numerics 0xaba00021, see Guide server queue. 0xaba00022, see Database server queue. 0xaba00023, see Switch server queue. 0xaba00025, see Client queue. 0xaba00026, see Data server queue. 0xaba00027, see Host-based router queue.
  • Page 871 Index Abandon rate, see Nuisance rate. ACD, ACD groups, 265, 640, auto-in sequence, auxiliary sequence, logon sequence, manual-in sequence, wrap up sequence, Admin Link TCP port, Agent logoff command, Agent logon command, AIT TCP port, Alias, 116, Allow TSR into guide without operator access record, 103, alt_dbase.log0, Alternate command, Alternate database server,...
  • Page 872 Index Architecture integration, server, software, asai.log0, ASCII standard error, Aspect components ANI field, callcenter address, collected field, data fields, 607, DNIS field, switch login ID, 123, switch login password, 123, Auto startup, 262, Auto-Dial screen, 263, 270–279, Auto-In Sequence, Automatic call distribution module, see ACD. Automatic Number Identification, 11, 262, 268, 271, Auto-Receive screen, 260–266, Auxiliary sequence,...
  • Page 873 Index Call Center screen, 103, 271, Call control tables collected field, overview, with direct IVR interface, with host-based routing, 604, 608–609 with IVR-API, with project selection, 604, Call ID is phone number, Call result messages Davox related, EDGEdial-related, EIS-related, ??–742 SER-related, 739–?? Callcenter address, CallPath...
  • Page 874 Index auto startup, callback time limit, callset mix type, 169–174 maximum calls in dialer, maximum download size, minimum calls in dialer, overview, 147–148 packet size, packet size type, 176–178 CallVisor MAPD support see Lucent MAPD support. CallVisor Server, Campaign resume command, Campaign status command, Campaign suspend command, Cancel conference command,...
  • Page 875 Index Conversant VRU, collected digits, CTI, see Computer Telephony Integration. Customer Care, daemon.log0, Data fields, 607, Data server, 34, log file, Data server queue, Database server, 25, 42, 267, 275–277 Database server queue, 42, 267, 275–277 Davox concepts agent assignment, call modes, call scripts, call tables,...
  • Page 876 Index campaign flow, disposition code definition, download definition, forms, termination codes, 81, upload definitions, users, dbase.log0, Deassign all agent stations, Default mapping, DEST_QUEUE field, Device setup, 56–76 Device communication delay between retries, heartbeat rate, input TCP ports, 60, 658, 659, interface type, maximum retries, output TCP ports, 61, 658,...
  • Page 877 Index Dialing area code, Dialing extra digits, Disconnect alternate command, Disconnect command, Display host-based router information, DNIS field, DNIS, see Dialed Number Identification Service. ds.account.log0, DUMP_TELEPHONY_ARGS, EAS, see Expert Agent Selection. EDGE Client trace, EDGE Customer Care, EDGE Product Support, see Portrait Software Customer Care. EDGEdial Plug-in agent setup, 840–841...
  • Page 878 Index ans mach detection type, answering machine, busy, campaign type, changed numbers, circuit busy, enable answering machine detection, fresh number, invalid number, modem, no connects, number not in service, rejected record, rescheduled dial attempt, ring no–answer, suppress campaign out of call message, unknown number, EIS campaign parameters answering machine count,...
  • Page 879 Index records per agent, rest time, EIS campaigns Agent station cross-reference, Export control, Import control, Record format, Return field list, EIS configuration, ??–723 EIS setup, eis_hinp, eis_hout, Enable coded selection, Enable telephony, Enhanced alternate phone number selection, 157–165 Environment variable DUMP_TELEPHONY_ARGS, Environment variables CONSOLE, 438,...
  • Page 880 Index Explicit command execution, Files used by Telephony CALLSET, 486, 543–557 DIALER_STATUS, 486, ISDNINDEX, 113, 267, 486, PDW_QUEUE, 277, 347, 486, PDW_XFER, 487, STATUS, 151, 154, 169, 180, 487, 562–564 TPHNY_DEV, 487, 565–579 TPHNY_EVENT, TPHNY_INTF, 51, 488, 580–592 TPLOG, 488, 596–598 Filter ad hoc ID, FLUSH_SOCKETS variable, 657,...
  • Page 881 Index Guide server queue, 42, 265, 274, guide.log0, Hardware configurations, hbr.account.log0, Hold command, HOST1RCV1, HOST1XMT1, Host-based routing call control table, 604, 608–609 default account, enable DNIS mapping refresh, host-based router server, message queue, multithreaded, overview, 15, process, server, server creation, server log file, server restart, setup,...
  • Page 882 Index Inbound explicit, Inbound implicit, init process, Inter-process communication servers, see IPC servers. IPC servers, 24, ipcrm command, ipcs command, ISDNINDEX file, 267, 486, IVR gateway server, ivr.log0, IVR-API call control table, log files, retrieve VRU data command, ivrrcv.log0, ivrsnd.log0, List enabled telephony gateways, Location of log files, see TPHNY_LOG_PATH variable.
  • Page 883 Index host-based router server log, ivr server log, ivr server receive log, ivr server send log, message queue log, moving, 29–32, naming convention, overview, path for fatal errors, requeue log, setting maximum size, 29–31, STAT_INTERVAL variable, statistic log, switch server log, tpadmin log, TPHNY_LOG_PATH variable, tpunison server log,...
  • Page 884 Index MAX_LOGFILE_SIZE variable, 478, 600, 657, MERGEVERBS procedure, Message Queues EDGEdial server queue, Message queues, 42–44 alternate database server, client queue, 42, 266, 274, 276–277 creating, 265, data server queue, database server queue, 42, 267, 275–277 dumping, guide server queue, 42, 265, 274, host-based router queue, ipcs command, naming,...
  • Page 885 Index Multiple tpas_servers, 62, 658–660 Multiple tpun_servers, 695–696 Multithreaded host-based routing, 449, maximum threads, minimum threads, thread timeout value, total threads per EDGE, Native command, 363–365 Nuisance rate, 16, Open campaign command, 36, 275, Open link to hardware command, Operations Guide, see XGUIDE. Outbound calling overview, Pacing algorithm,...
  • Page 886 Index based on DNIS, 110–112 based on VDN, 110–112 default, Project Selection screen, Put records command, 276, Put records unconditional command, Queues callset option, 227–233 DIALER queue, 37, REQUEUE utility, 31, 37, 64, Queues (callset parameters) alternate dial type, default callback delay, default destination queue, default end queue, default result,...
  • Page 887 Index Removing area code, REQUEUE utility, 31, 37, 64, requeue_log0, Retrieve a call from hold command, Retrieve call information command, Retrieve VRU data command, Route to GEO Project Selection at end of guide, Save connection IDs, SCHED.DATE field, SCHED.TIME field, Screens for Telephony $INERR, Auto-Dial, 263, 270–279,...
  • Page 888 Index data server, 34, database server, 25, 42, 267, 275–277 DAVOX, Davox servers, 690–696 EDGEdial server, generic set, 28, guide server, 26, 42, 275–276 host-based router server, 35, host-based router server restart, installing the Davox servers, IVR gateway server, multiple tpas_servers, 62, 658–660 multiple tpun_servers, 695–696...
  • Page 889 Index tpas_server option for MAPD, tpas_server without asai_hb program, tpas_server without host-based routing, tpdb_server process, 29, tphbr_server process, 450, 457, tpserver command, tpserver process, tpun_server, tpwsapi client threads, tpwsapi server, version, Set campaign options command, Set campaign parameters command, Set standard error, see Status messages. Setup steps, Shared memory, 24, 39–41, allocating,...
  • Page 890 Index open callset implicitly, STAT_INTERVAL variable, 482, stat.log0, STATUS file, 151, 154, 169, 180, 258, 487, 562–564 Status messages, 438–447 ASAI-related, 664–667 Aspect-related, 612–615, 620–623 console messages, Davox-related, 709–714 EDGEdial-related, 860–862 EDGE-related, 440–447 EIS-related, 730–737 path for fatal errors, setting standard error, TMI-related, 830–?? Stop automated telephony command, 111, Stop monitoring command,...
  • Page 891 Index Tabs admin, coded project, connection, CTI setup, Davox, 79, 181, Davox2, device, dialer status, EDGEdial, EDGEdial/CTI, EDGEdial/Dialer, EIS 1, EIS 2, general, HBR (Host-Based Routing), options, Projects, queues, reporting, task definition, transfer, Technical support, see Portrait Software Customer Care. Telephony area, Telephony configuration, 102–105...
  • Page 892 Index Aspect-related, 615–617, 623–625 assign actions, assign logic flows, Callpath-related, 645–648 CallVisor-related, 667–668 Genesys-related, 747–751 monitor, setup, solicited, unsolicited, Telephony logs, see Log files. Telephony Messaging Interface, 19, Telephony server number, 28, 32, 43, TELEPHONY verb in Tasks, in ETW-W verb list, agent logoff command, agent logon command, alternate command,...
  • Page 893 Index close link to hardware command, common properties, conference command, Davox command summary, 706–709 dial command, disconnect alternate command, disconnect command, EIS messages, 725–730 Genesys messages, 745–747 get records command, hold command, make agent available command, 265, 274, make agent unavailable command, miscellaneous telephony command, native command, 363–365...
  • Page 894 Index stop automated telephony command, 111, stop monitoring command, synchronous commands, transfer command, transferring data, update dialer with callset command, update telephony servers command, 29, voice message command, wait for a call command, 266, 277, TELNO field, 152, TMI servers, 783–784 TMI_CALLID_REQUIRED variable, TMI, see Telephony Messaging Interface.
  • Page 895 Index Transfer command, Transferring data, deleting sent data files, receiving data with a call, sending data to another switch, sending data with a call, Troubleshooting telephony, 502–512 dialer gateway problems, no agents can login, PBX gateway problems, server do not start, too much data in $TP.CALLHISTORY, Unavailable mode, 124, auxiliary sequence,...
  • Page 896 Index Wait for a call command, 266, 277, Wait for all calls to be completed (Close Campaign), Wait for all calls to be completed /force suspension (Suspend Campaign), Which alternate phone number, 159–161 Workstation ID setup, Wrapup sequence, Wsapi Link TCP port, wsapi thread logs, XGUIDE, 26, 42, 265–268, 274–277...

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