Nortel TAPI Reference Manual
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Nortel TAPI Reference Manual

Nortel TAPI Reference Manual

Nortel symposium tapi software: reference guide
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Engineering Guidelines for
Symposium TAPI Service
Provider for Succession,
release 3.0
Part No. 213345.01
August 2003

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Summary of Contents for Nortel TAPI

  • Page 1 Engineering Guidelines for Symposium TAPI Service Provider for Succession, release 3.0 Part No. 213345.01 August 2003...

  • Page 2: Statement Of Conditions

    In the interest of improving internal design, operational function, and/or reliability, Nortel Networks Inc. reserves the right to make changes to the products described in this document without notice. Nortel Networks Inc. does not assume any liability that may occur due to the use or application of the product(s) or circuit layout(s) described herein.
  • Page 3 When you request Primary Rate ISDN Service, you must provide the telephone company with — The Facility Interface Code: 04DU9-1SN (1.544 MB, ESF framing format with B8ZF coding) — The Service Order Code(s) (SOC): 6.0F Engineering Guidelines for Symposium TAPI Service Provider for Succession, release 3.0...
  • Page 4 30 days of purchase to obtain a credit for the full purchase price. “Software” is owned or licensed by Nortel Networks, its parent or one of its subsidiaries or affiliates, and is copyrighted and licensed, not sold. Software consists of machine-readable instructions, its components, data, audio-visual content (such as images, text, recordings or pictures) and related licensed materials including all whole or partial copies.
  • Page 5 12.212 (for non-DoD entities) and 48 C.F.R. 227.7202 (for DoD entities). Customer may terminate the license at any time. Nortel Networks may terminate the license if Customer fails to comply with the terms and conditions of this license. In either event, upon termination, Customer must either return the Software to Nortel Networks or certify its destruction.
  • Page 6 213345...

  • Page 7: Preface

    Microsoft TAPI software • Microsoft Windows 2000 or 2003 server If you are using Symposium TAPI Service Provider for Succession in a Call Center environment, expert knowledge of Symposium Call Center products is also a requirement. Engineering Guidelines for Symposium TAPI Service Provider for Succession, release 3.0...

  • Page 8: Text Conventions

    Preface Text conventions This guide uses the following text conventions: angle brackets (< >) bold Courier text braces ({}) brackets ([ ]) italic text plain Courier text 213345.01 Indicate that you choose the text to enter based on the description inside the brackets. Do not type the brackets when entering the command.

  • Page 9: Related Publications

    ( > ) vertical line ( Related publications For more information about the Symposium TAPI Service Provider, refer to the following documents: • Network Managers Guide to Symposium TAPI Service Provider for Succession, release 3.0, part number 213346.2 You can print selected technical manuals and release notes free, directly from the Internet.
  • Page 10 Preface 213345.01...

  • Page 11: Table Of Contents

    Backup, disaster recovery, and solution redundancy Software guidelines Third-party software guidelines Utility-class software Utility applications guidelines Antivirus software guidelines Uninterruptible power supply (UPS) guidelines Symposium Agent server software guidelines SAPphone server guidelines pcAnywhere guidelines Engineering Guidelines for Symposium TAPI Service Provider for Succession, release 3.0...
  • Page 12 Co-residency with Symposium Agent Debugging activities Co-residency with other applications Disable RAS Server capacity guidelines CPU utilization Memory LAN traffic guidelines Succession Link protocol messages IVR messages Call data networking messages between TAPI servers Summary of LAN requirements Glossary of acronyms 213345.01...
  • Page 13 Table 1 Recommended configuration Table 2 Minimum configuration Table 3 TAPI SP server capacity specification Engineering Guidelines for Symposium TAPI Service Provider for Success, release 3.0...
  • Page 14 213345...

  • Page 15: Chapter 1 Overview

    Symposium TAPI SP offers comprehensive support for the call processing features of a Succession switch, through a switch control protocol that enables Symposium TAPI SP to control the switch. The service provider enables the following functions: Engineering Guidelines for Symposium TAPI Service Provider for Succession, release 3.0...

  • Page 16: Connection Types

    TAPI networking Connection types Symposium TAPI SP can enable a range of CTI features in a Succession network. You can choose one of three connection arrangements, depending on your existing equipment and the level of functionality you require. The connection...

  • Page 17: Server Platform

    Microsoft Windows 2000 and 2003 server supports Microsoft TAPI, release 2.x and release 3, while retaining compatibility with earlier releases Warning: Symposium TAPI SP is supported only if it is installed in a true Windows environment. Symposium TAPI SP is not supported if it is installed in a Microsoft Terminal Services environment or terminal services environments from other vendors, such as Citrix.

  • Page 18: Sapphone Support

    DN (MADN) feature on all telephone sets. SAPphone support SAP* has certified that Symposium TAPI SP, release 3.0. is compatible with SAPphone* R/3, release 2.54, which is the soft phone interface to mySAP* customer relationship management (CRM) solutions.

  • Page 19: Hardware And Software Guidelines

    Chapter 3, “Server engineering provided in the Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0, before you install Symposium TAPI SP on a server. Hardware compatibility policy Symposium TAPI SP can be installed on servers that are included on the...

  • Page 20: Table 1 Recommended Configuration

    This section outlines the recommended server specification for a new installation of Symposium TAPI SP. If you are upgrading from an earlier release of Symposium TAPI SP, and do not want to upgrade your TAPI server, refer to the minimum requirements later in this section.

  • Page 21: Table 2 Minimum Configuration

    Minimum hardware requirements If you are upgrading to release 3.0 from an earlier release of Symposium TAPI SP, it is possible that your TAPI server does not conform to the hardware configurations recommended above. These minimum recommendation ensures that the server has sufficient processing power to run the Symposium TAPI SP application while maintaining the capacity specification for the previous release.

  • Page 22: Software Guidelines

    The real-time processing requirements of Symposium TAPI SP can be significantly impaired if unapproved software applications are running on the server. If you install approved software on the TAPI server, you must adhere to the following installation guidelines: Verify that Symposium TAPI SP is operating correctly.

  • Page 23: Third-Party Software Guidelines

    Nortel Networks GNTS. Symposium TAPI SP can co-reside with Symposium Agent server software, but no other applications can be installed on the server which might impede TAPI performance. Third-party software cannot be installed on the TAPI server unless it is on Microsoft’s Compatibility List and conforms to the guidelines provided in this section.

  • Page 24: Utility-Class Software

    Memory-saving utilities that “reclaim” memory unused by Microsoft applications. Utility applications guidelines You can install utility-class applications on the TAPI server when they conform to the following guidelines: • During run-time, the utility must not degrade the TAPI system beyond an average of 50% of CPU usage.

  • Page 25: Antivirus Software Guidelines

    Antivirus software guidelines The risk of virus infection is minimal on the TAPI server because support personnel require a minimal level of access, either locally or via remote access. However, if corporate security policies require you to install antivirus software on all servers, you must strictly monitor the installation, and activities of the antivirus application to ensure that TAPI activities are not impaired.

  • Page 26: Uninterruptible Power Supply (Ups) Guidelines

    Uninterruptible power supply (UPS) guidelines If smart UPS software is installed on the TAPI server, it must conform to the general guidelines for installing third party utilities. Nortel Networks only supports the manual shutdown and startup of the Symposium TAPI server. The provider of the UPS solution must provide documentation, testing, and support of Symposium TAPI SP prior to installation of the UPS solution.

  • Page 27: Sapphone Server Guidelines

    Via dial-up connection into a primary domain controller (PDC) which provides access to the TAPI server via a LAN Problems will occur if you attempt to connect directly to the TAPI server via a modem due to a potential conflict when a modem driver co-exists with TAPI drivers on the same server.

  • Page 28: Server Engineering Guidelines

    TAPI server. * See Table 3 Number and duration of calls Symposium TAPI SP is designed to handle up to 16,000 basic calls per hour. A basic call has the following stages: • call setup •...

  • Page 29: Attached Data

    Symposium TAPI SP will handle a maximum of 4096 bytes of attached data (TAPI + IVR) per call. The default call data size allowed per call is 512 bytes. To optimize performance, use the configuration application to set the call data size to match your actual call data requirements.

  • Page 30: Debugging Activities

    Chapter 3 Server engineering guidelines Debugging activities With TAPI SP 3.0 it is recommended to run TAPIDBM for debugging activities as it is more efficient and places less processing load on the CPU. Running the LOGGER application for Symposium TAPI SP places considerable processing load on the CPU.

  • Page 31: Server Capacity Guidelines

    These problems manifest themselves to a number of ways including: 1. When a user logs on to a TAPI client PC she/he cannot see any of the lines assigned to the user name. 2. The TAPI application on a client PC receives calls that are presented to a...

  • Page 32: Table 3 Tapi Sp Server Capacity Specification

    LAN traffic guidelines This section provides guidelines to provision basic LAN capacity for the different types of messaging that occur in the TAPI environment. In all TAPI environments allow sufficient bandwidth for: •...

  • Page 33: Succession Link Protocol Messages

    • Microsoft TAPI messages If your TAPI services include IVR and networking of call data, you must allow additional bandwidth for: • IVR messages • Call data networking messages between TAPI servers Succession Link protocol messages The network traffic on the LAN relating to Succession Link protocol messages is directly proportional to the number of lines monitored and the number of calls appearing in the switch on these lines.

  • Page 34: Summary Of Lan Requirements

    Chapter 3 Server engineering guidelines • the size of attached data where Symposium TAPI SP provides call data networking services • the type of TAPI environment Nortel Networks is currently conducting tests and sample data will be provided before Symposium TAPI SP, release 3.0 is issued for general availability (GA).

  • Page 35: Glossary Of Acronyms

    CLID calling line identification central processing unit CSE1000 Communication Server for Enterprise 1000 computer telephony integration Engineering Guidelines for Symposium TAPI Service Provider for Succession, release 3.0 directory number DNIS dialed number identification service domain name service E-LAN embedded LAN...
  • Page 36 Glossary Internet Protocol IPML integrated package for Meridian Link ISDN integrated services digital network interactive voice response local area network Location code LST1/EI card line side T1/E1 card MADN multiple appearance directory number Meridian Administration Terminal megabyte multiple call no ring multiple call ring make set busy 213345.01...
  • Page 37 TAPISRV Microsoft TAPI server TCP/IP Transport Control Protocol/Internet Protocol terminal number terminal number block Engineering Guidelines for Symposium TAPI Service Provider for Succession, release 3.0 VLAN virtual LAN VPS/is voice processing server/information server wide area network Glossary...
  • Page 38 Glossary 213345.01...

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