Page 1 Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Part No. 213346.02 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 Network Managers Guide 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 213346...
Page 7: Table Of Contents
Dynamic database feature Administration features Symposium configuration application TAPIDBM Logger Logger application Microsoft TAPI browser application Symposium TAPI SP feature interactions Feature interactions in a call center environment Network Managers Guide for Symposium TAPI Service Provider for Meridian 1, release 3.0...
Page 8 Installation notes for a knowledge worker environment Installation notes in a Symposium call center environment Preparing a Symposium Call Center Server Prerequisites Configuring an isolated C-LAN for TAPI traffic Installing Symposium TAPI SP software Chapter 3 Preparing the TAPI environment...
Page 9 Adding a DN Modifying a DN Deleting a DN Adding a CDN Configuring the network TAPI/IVR table Adding an IVR remote host address Modifying an IVR remote host address Network Managers Guide for Symposium TAPI Service Provider for Meridian 1, release 3.0...
Page 10 Chapter 5 Upgrading Symposium TAPI SP Upgrading Symposium TAPI SP software Performing an Upgrade From an Earlier Release To Symposium TAPI SP 3.0 118 Performing a full reinstall Removing an earlier release from a Windows 2000 server Removing an earlier release from a Windows 2003 server...
Page 11 Troubleshooting IVR and networking features No IVR registration message on TAPI server initialization No call data message received by TAPI server when a call is transferred from IVR port to ACD queue Call data appears in overflow.log file, but does not appear in screen pop to agent...
Page 12 Running a TAPIDBM troubleshooting session Microsoft TAPI browser application Verifying default line properties Verifying that telephone sets are configured correctly Using the TAPI browser for acceptance testing Answering an incoming call Making a blind transfer of a call Creating a 3-party conference call...
Page 13 Call status messages sent by Meridian Link Services Called number not displayed when routed to a CDN Call parking not supported Enhanced ISDN progress messages for outbound calls Glossary of acronyms Network Managers Guide for Symposium TAPI Service Provider for Meridian 1, release 3.0...
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Page 15 Treatments Table window Figure 33 Line Devices window Figure 34 Add a Terminal Number Record window Figure 35 Line PAdd a Terminal Number Record window properties window Network Managers Guide for Symposium TAPI Service Provider for Meridian 1, release 3.0...
Page 16 IVR-CTI call flow example Figure 49 Networking call data Figure 50 TAPI browser application Figure 51 Open all lines display in the TAPI brower application Figure 52 Displaying call information in the TAPI browser application Figure 53 TAPI browser application Figure 54...
Page 17 Table 14 Line and DN capacities Table 15 Device controls Table 16 Communication Table 17 Security Table 18 Diagnostic Table 19 General administration Table 20 Resolving connectivity issues Network Managers Guide for Symposium TAPI Service Provider for Meridian 1, release 3.0...
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Page 19: 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. Network Managers Guide for Symposium TAPI Service Provider for Meridian 1, release 3.0...
Page 20: Text Conventions
Preface Text conventions This guide uses the following text conventions: angle brackets (< >) bold Courier text braces ({}) brackets ([ ]) italic text plain Courier text 213346.02 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 21: Related Publications
You can purchase selected documentation sets, CDs, and technical publications through the Internet at the Network Managers Guide for Symposium TAPI Service Provider for Meridian 1, release 3.0 Shows menu paths when describing nested menus. Example: Protocols > IP identifies the IP sub-menu on the Protocols menu.
Page 22 Preface 213346.02...
Page 23: Chapter 1 Overview
PC. Symposium TAPI SP for Succession is a full function service provider for the Microsoft Telephony Application Programming Interface (TAPI), releases 2.x and 3.0. Microsoft TAPI provides a set of C-language programming routines that support telephony control capabilities for central office switches.
Page 24: Target Audience
Chapter 1 Overview Release 3.0 of Symposium TAPI SP integrates with the Succession switch in two distinct ways, depending on the type of TAPI environment required. The TAPI environments available are either a call center environment, or a knowledge worker environment. In addition, you can add networked TAPI and interactive voice response (IVR) features.
Page 25: Symposium Tapi Sp Architecture Options
Chapter 1 Overview If Symposium TAPI Service Provider for Succession is to be used in a call center environment, expert of knowledge of Symposium Call Center products is also a requirement. Do not attempt to install or configure Symposium TAPI SP unless you have received accredited training in Symposium TAPI Service Provider.
Page 26 SCCS is configured as a member of both the E-LAN and the C-LAN via separate 10/100BASE-T Ethernet ports on the server. This configuration maintains the isolation between telephony and data traffic. The TAPI server has one 10/100 BASE-T Ethernet connection to the C-LAN, and communicates with the E-LAN via a direct connection to the SCCS.
Page 27: Knowledge Worker Environment
Symposium TAPI SP to the Succession switch. Symposium TAPI Service Provider monitors TAPI ports on the Succession switch and passes information such as ANI/DNIS and CLID to a TAPI-compliant application on the client PC, via the Microsoft TAPI server. The TAPI client presents this information to the agent, for example in the form of a screenpop.
Page 28: Networked Tapi And Ivr
Chapter 1 Overview Networked TAPI and IVR Symposium TAPI SP provides server-to-server networking over LAN or WAN. The service provider has an open interface through which it can obtain information collected by IVR systems. IVR information is passed to TAPI-compliant applications using the standard TAPI interface.
Page 29: Microsoft Tapi Server And Client
Microsoft TAPI server and client The Microsoft TAPI Server (TAPISRV) is a server service that can be accessed by clients via the MS remote service provider (RSP). On client PCs, access to the TAPISRV is provided by installing the Windows remote service provider (RSP) telephony module.
Page 30: License Manager
• Inbound UUI • Bi-directional IVR This License Manager tab in the configuration application is new to TAPI 3.0 and replaces the FlexLM License Manager as used by Symposium TAPI Service Provider 2.3. Features of Symposium TAPI SP Symposium TAPI Service Provider for Succession, release 3.0, supports a wide range of features, including the following: •...
Page 31: Basic Call Control
Symposium TAPI SP supports software-based distribution of calls using these ACD features: • setting up one main number and distributing the calls to a group of agents Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 1 Overview...
Page 32: Acd Proxy Service
ACD proxy service The ACD proxy service, which is a separate ACD application provided with Symposium TAPI SP, allows agents to do the following: • log in/log out •...
Page 33: Telephone Set Control
Outbound and predictive dialing applications Symposium TAPI SP supports outbound and predictive dialing applications from third parties that use the TAPI Service Provider interface for call control and monitoring. Outbound and predictive dialing applications and tools are used in call centers to perform telemarketing, collections, telesales, and account management.
Page 34: Auto Link Recovery Feature
Chapter 1 Overview The IVR to TAPI server interface consists of a core set of software applications and a per port license. All IVR ports must be licensed individually. Auto link recovery feature The auto link recovery feature monitors the link status between Symposium TAPI SP and the link protocol on the Succession switch.
Page 35: Logger Application
TAPIDBM to finish writing before returning to execution. • In the event of a Symposium TAPI SP crash, the TAPIDBM will continue to output log data until the buffer is emptied. This makes it possible to acquire more information up to the point of the crash than was possible with the Logger application.
Page 36: Feature Interactions In A Knowledge Worker Environment
The following feature interactions apply in all implementations of Symposium TAPI SP: • Symposium TAPI SP does not support multiple users placing a call on hold. If a Symposium TAPI SP application station calls another Symposium TAPI SP application station, only one user can put the call on hold.
Page 37: Feature Interactions With Other Software Applications
• Symposium TAPI SP does not support speed dial feature access codes. • Symposium TAPI SP does not recognize the DNs of callers that hang up during a supervised transfer or conference call. • Symposium TAPI SP does not recognize calls that have been manually transferred from a telephone set not configured with the associated set (AST) feature.
Page 38: Call Data Networking Requirements
Symposium TAPI SP extracts the HLOC from the network CLID and searches the IVR host database table to locate the IP address of the TAPI server at the site associated with this HLOC. The IVR host database table is configured during initialization and contains the HLOC and corresponding IP address of all participating TAPI servers in network.
Page 39: Chapter 2 Installation Guidelines
Symposium TAPI SP in a Symposium call center environment The information in this chapter refers to a first-time installation of Symposium TAPI SP. If you want to upgrade to release 3.0 from an earlier release of the software, refer to...
Page 40: General Prerequisites
Preparing the Succession switch Before the Succession switch can support TAPI operations, a number of Meridian applications must be installed on the switch. Depending on the type of capability required, a range of additional applications can also be installed.
Page 41: Required Applications
Required applications Table 1 lists the applications that must be installed on a Succession switch in order to support Symposium TAPI SP in either a call center (SCCS) or knowledge worker (direct connect) environment. Table 1 Required Succession applications Application...
Page 42: Configuring Local Area Networks
Configuring local area networks All Succession switches use a Succession embedded LAN (E-LAN) for system access and control. In a TAPI environment it is necessary to isolate telephony traffic from data traffic. Telephony traffic is confined to the E-LAN and data traffic travels on a separate LAN, the customer LAN (C-LAN) or C-LANs.
Page 43: Assigning An Ip Address For The Succession Switch
> LD 117 Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 2 Installation guidelines _A is the host name for the IP address...
Page 44: Primary Ip Address Procedures
Chapter 2 Installation guidelines NEW ROUT 0.0.0.0 47.1.1.250 where 47.1.1.250 Primary IP address procedures This section provides procedures for the activation, validation, and recovery of the Primary IP address. Activation procedure Manually initialize the system to activate the connection to the IP address configured in overlay 117.
Page 45: Recovery Procedure
(using LD 11). For example, if the keys you choose to control are 00 and 03, set the values for 00 and 03. To have other TAPI Service Provider call control features, such as transfer and conference, they must be programmed on the set.
Page 46: Installation Notes For A Knowledge Worker Environment
• IAPG must be set to 1 on the Meridian Switch (overlay 11) for each DN that will be monitored by the Symposium TAPI SP. This enables the required messaging from the M1 PBX to the Symposium TAPI SP. 213346.02...
Page 47: Installation Notes In A Symposium Call Center Environment
Installation notes in a Symposium call center environment This section describes the procedures to install Symposium TAPI SP 3.0 in the Symposium Call Center Server (SCCS) environment installation procedures also apply to the Symposium Express Call Center (SECC) environment. Two 10/100BASE-T network Ethernet ports are required on the SCCS to ensure physical isolation between the E-LAN and the C-LANs.
Page 48: Preparing A Symposium Call Center Server
3.0 integrates with the Succession switch through Meridian Link Services (MLSM) on the SCCS. MLSM is supplied with the SCCS software and communicates with the TAPI server over an Ethernet connection, using the TCP/ IP protocol. MLSM communicates with the Succession switch over a second Ethernet connection using the TCP/IP protocol.
Page 49: Configuring An Isolated C-Lan For Tapi Traffic
Configuring an isolated C-LAN for TAPI traffic If there is heavy traffic on the C-LAN, certain Symposium TAPI SP real-time activities, such as window-pops, can operate incorrectly. To restrict data traffic reaching Symposium TAPI SP, create an isolated C-LAN dedicated to...
Page 50: Installing Symposium Tapi Sp Software
Chapter 2 Installation guidelines Installing Symposium TAPI SP software To install Symposium TAPI SP on the TAPI server, perform the following tasks: Note: Before you install Symposium TAPI SP, close any TAPI application running on the server or client. Log on to the TAPI server.
Page 51 Assuming that no previous release is detected, the Setup Type window opens (Figure 7). Select the setup type you prefer and click Next. Figure 7 Setup Type window Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 2 Installation guidelines...
Page 52 Chapter 2 Installation guidelines In the TAPI server type window that opens TAPI server type you prefer and click Next. Figure 8 TAPI server type window 10 The installation application copies the required files to the specified directory. A status window displays installation progress.
Page 53 13 Click Finish to complete the installation. Close the readme file if opened. 14 The TAPI Server should now be rebooted to complete the installation. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0...
Page 54 Chapter 2 Installation guidelines 213346.02...
Page 55 Chapter 2 Installation guidelines Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0...
Page 56 Chapter 2 Installation guidelines 213346.02...
Page 57: Chapter 3 Preparing The Tapi Environment
• client user — the domain user logged onto the client machine • client domain — the domain to which the client user (TAPI client) belongs • server machine — the Windows 2000 or Windows Server 2003 telephony server machine •...
Page 58: Tapi Server Domains
Chapter 3 Preparing the TAPI environment TAPI server domains Symposium TAPI SP requires that all TAPI clients log in through a domain. A domain is a windows networking concept designed to facilitate the administration and security of network resources on Windows 2000 and Windows Server 2003 servers.
Page 59: Trust Relationships Between Domains
This section provides two sample trust relationship configurations for Symposium TAPI SP in a multidomain network. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 3 Preparing the TAPI environment...
Page 60 Chapter 3 Preparing the TAPI environment Figure 10 shows a standard multidomain configuration with two-way trust relationships between the TAPI resource domain and user domains. Figure 10 Standard multidomain configuration 213346.02 Microsoft Windows 2003 or Microsoft Windows 2003...
Page 61 Chapter 3 Preparing the TAPI environment Figure 11 shows a non-standard multidomain configuration with one-way trust relationships between the TAPI resource domain and user domains. Figure 11 Non-standard multidomain configuration Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0...
Page 62: Configuring Domains On A Windows 2000 Server
Ask your network administrator for a server logon user account, TAPIADMIN, on the domain. Also, make sure that TAPIADMIN is added to the local Administrators group on the TAPI 3.0 server. This account enables your telephony service to run TCMSETUP on your server.
Page 63: Configuring Domains On A Windows Server 2003 Server
11 Repeat steps 8 through 10 for each client you want to add to the domain. Configuring domains on a Windows Server 2003 server Note: If TAPI SP 3.0 is installed on a Windows Server 2003 server, then Active Directory must be configured on the domain.
Page 64 Ask your network administrator for a server logon user account, TAPIADMIN, on the domain. Also, make sure that TAPIADMIN is added to the local Administrators group on the TAPI 3.0 server. This account enables your telephony service to run TCMSETUP on the server.
Page 65 10 Select the appropriate operating system and click Add. 11 Repeat steps 8 through 10 for each client you want to add to the domain. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 3 Preparing the TAPI environment...
Page 66: Remote Procedure Calls And Trust Relationships
• If the server machine domain trusts the user domain, the client is validated and the TAPI server looks up what lines the clients has permission to use. • The TAPI Server sends a second (reverse) RPC request to the primary domain controller for the client machine domain to verify the client.
Page 67 During validation TCP/IP must be the only protocol installed on the server machine to ensure that the tests do not use other protocols to succeed accidentally. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 3 Preparing the TAPI environment...
Page 68: Client User Issues
TAPI applications. If telephony services are running, identify the application that is causing TAPI to start up too early. It may be possible to change configurations to stop the application starting automatically. However, Nortel Networks recommends that you uninstall the application.
Page 69: Avoiding Basic Configuration Problems
Verify that TAPIClient is a domain account. Configure TCP/IP on server and client machines. Install service pack 4 or higher on a Windows 2000 server. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 3 Preparing the TAPI environment...
Page 70: Configuring A Windows 2000 Server For Symposium Tapi
Chapter 3 Preparing the TAPI environment Configuring a Windows 2000 server for Symposium TAPI After you install Symposium TAPI SP, you must prepare the server for TAPI operations. Enabling telephony services To enable telephony services on a Windows 2000 server perform the following...
Page 71 Start in Step 1 above. Note: Running the TCMSetup application is no longer required to enable the telephony server. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 3 Preparing the TAPI environment (Figure 17)
Page 72 Note: The account to manage the telephony server must be a member of the administrators group on the server. The account must be also in the same domain as the TAPI server or be in a domain that has a two-way trust relationship with that domain.
Page 73: Assigning Lines To Clients
To assign lines to TAPI clients, perform the following tasks: Select “Start ->Run” then type “tapimgmt.msc” to display the telephony service administration window. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 3 Preparing the TAPI environment (Figure 19)
Page 74 Add. Click OK to save these changes. The users name appears as an assigned user in the Edit Users window. Repeat these procedures for each user that you want to add as a TAPI client. 213346.02 window.(Figure 20) (Figure 18).
Page 75 If you want to remove a user, select the user’s name from the list of assigned users in the edit user window and click Remove, and then click OK to save the change. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0...
Page 76: Configuring A Windows Server 2003 Server For Symposium Tapi
Chapter 3 Preparing the TAPI environment Configuring a Windows Server 2003 server for Symposium TAPI After you install Symposium TAPI SP, you must prepare the server for TAPI operations. Enabling telephony services To enable telephony services on a Windows Server 2003 server perform the...
Page 77 Click Location and then highlight the domain for the server. Select the server to be added and then click OK. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 3 Preparing the TAPI environment window.(Figure 22)
Page 78 Note: The account to manage the telephony server must be a member of the administrators group on the server. The account must be also in the same domain as the TAPI server or be in a domain that has a two-way trust relationship with that domain.
Page 79 OK. 10 In the telephony services properties window changes. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 3 Preparing the TAPI environment (Figure 24)
Page 80: Assigning Lines To Clients
Chapter 3 Preparing the TAPI environment Assigning lines to clients To assign lines to TAPI clients, perform the following tasks: Note: Before one can assign lines to clients, the database must be populated with the line information. This can be done manually, or by importing a backed up m1spdb.mdb file, or by downloading the line...
Page 81 OK. Click OK to save these changes in the Edit Users window. Repeat these procedures for each user that you want to add as a TAPI client. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0...
Page 82: Configuring Tapi Clients
Symposium TAPI Service Provider for Succession, part number 213345.1. Because client PCs can be logged in to only one domain at a time, remove all PCs you are configuring for TAPI from any prior domains before you configure them for TAPI.
Page 83 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 84 As each customer is site different these problems have to be dealt with on a case-by-case basis but in general unless there is a specific need for these services they should be disabled on all TAPI clients, using the Services control panel.
Page 85: Chapter 4 Configuration Guidelines
DN Release indication message sent from the SCCS to Symposium TAPI SP. This process updates the database by deleting DNs and TNs. Changes made in the configuration application do not affect the information on the Succession switch.
Page 86: Downloading Information From The Succession Switch
TAPI server: In Notepad or a similar text editor application, create a text file. Save this text file as download.txt in the c:\m1server directory on the TAPI server. Connect to the Succession switch from the TAPI server in one of the following ways: —...
Page 87: Converting The Text File
TYPE: CDN CUST: 0 (or customer number) CDN <cr> Note: Download only the CDNs that you require for TAPI operation. If you download other CDNs, you must delete them after the download is complete. 11 Ater you dowload the information from the overlays, stop the HyperTerminal application.
Page 88 Chapter 4 Configuration guidelines Select “Start -> Programs -> Nortel -> Nortel Symposium TAPI Service Provider for M1” to start the configuration application Figure 27 Configuration application window 213346.02 (Figure 27).
Page 89 Select c:\m1server\download.txt. Click Open to display the Text File Translator Status Figure 29 Text File Translator Status window Click Start. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 4 Configuration guidelines window.(Figure 29) (Figure 28)
Page 90: Configuring The Symposium Tapi Sp Database
Chapter 4 Configuration guidelines The conversion process adds all information downloaded from the Succession switch to the Symposium TAPI SP database. Some of this information can be unnecessary or inappropriate. For example, the Succession switch assumes that IVR ports are analog. These ports must be set on the TN Table window of the configuration application.
Page 91: Configuring The Provider Table
In the provider table configuration window you can add, modify, or delete information about the application that is registered currently with Meridian Link Services. (Figure 30) Figure 30 Provider Table window Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0...
Page 92 The default value and minimum value is 32 seconds. — Command — the length of time that Symposium TAPI SP waits for a command response before generating an error. The default and minimum value is five seconds.
Page 93: Configuring The Succession Host Table
In the Succession Host window of the configuration application you can add, modify, or delete host/machine/association information contained in the Succession Host database. (Figure 31) Figure 31 Succession Host window Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0...
Page 94 In the Succession Host window you can perform the following configurations: • Host name. Nortel Networks recommends that you do not change the default setting. The host name is case-sensitive, containing a maximum of 20 characters that represent the host name.
Page 95: Configuring The Trunk Table
Polling interval. The default value is 0, and valid values are 0 through 100. The value determines the frequency with which Meridian Link Services polls the link between the SCCS and Symposium TAPI SP. In a call center environment, you must set a link value greater than 0 to ensure link detection between Meridian Link Services and Symposium TAPI SP.
Page 96: Configuring The Treatments Table
Treatments Table window in the configuration application. If you make changes in the Treatments Table window they apply only to the information contained in the Symposium TAPI SP database and do not affect the configuration of the Succession switch.
Page 97 When this treatment number appears in the treatment number field, click delete. Click OK to save this information to the treatments table in Symposium TAPI Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 4 Configuration guidelines...
Page 98: Configuring The Tn Table
Chapter 4 Configuration guidelines To delete all treatments, click Delete All. Click OK to save this information to the treatments table in Symposium TAPI SP. Configuring the TN table The TN table contains the terminal number (TN) and directory number (DN) configurations on the Succession switch.
Page 99: Modifying A Tn
If you do not know the line number for the TN, enter the TN number in the field at the top left of the Line Devices window to search for the associated line number. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 4 Configuration guidelines...
Page 100: Deleting A Tn/All Tns
Chapter 4 Configuration guidelines After you select the appropriate line, click Properties to display the Line Properties window. Figure 35 Line PAdd a Terminal Number Record window properties window Select the line features, phone type, and log style that you want to configure for this TN.
Page 101: Adding A Dn
Expand the information under this line number to display its associated DN or DNs. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 4 Configuration guidelines (Figure 36), click OK to...
Page 102: Deleting A Dn
Chapter 4 Configuration guidelines Select the DN that you want to modify. Click Properties to display the DN Properties window. Figure 37 DN Properties window Type information in fields as required. Click OK to save these changes to the DN table and the TN table. Deleting a DN To delete a DN from the DN table and the TN table: In the Line Devices window, select the DN you want to delete.
Page 103 Select the desired log style or click Log Style Table if you want to create a new log style for this DN. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 4 Configuration guidelines Figure...
Page 104: Configuring The Network Tapi/Ivr Table
Click Delete. Click OK to save these changes to the CDN table. Configuring the network TAPI/IVR table The IVR driver on Symposium TAPI SP uses information in the IVR host table database for the following: • to open a listening IVR port that the IVR application uses to register with the IVR driver on the TAPI server •...
Page 105 Chapter 4 Configuration guidelines To configure IVR for Symposium TAPI SP, click the Network TAPI/IVR Server tab in the main window of the configuration application. (Figure 40) Figure 40 Network TAPI/IVR server window Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0...
Page 106: Adding An Ivr Remote Host Address
Protocol. TCP/IP is the required protocol. • Remote TAPI server host addresses. To attach call data to calls during an ACD transfer or a NACD overflow, you must specify a remote host address for each TAPI server in the network.
Page 107: Modifying An Ivr Remote Host Address
Modifying an IVR remote host address To modify an IVR remote host address: In the Network TAPI/IVR Server window, select the entry you want to modify in the list of remote host addresses. Click Edit to display the Edit Remote Host Address window.
Page 108: Deleting An Ivr Remote Host Address
Deleting an IVR remote host address To delete an IVR remote host address: In the Network TAPI/IVR Server window, click the entry you want to delete in the list of remote host addresses. Click Del to delete the entry from the remote host address list.
Page 109: Configuring License Manager
Chapter 4 Configuration guidelines Configuring License Manager Symposium TAPI Service Provider, release 3.0 uses a keycode to control licensed features. To enter the keycode on the TAPI server, click the License tab on the main window of the configuration application. (Figure 43) Figure 43 License Manager Tab Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0...
Page 110 “Test Keycode”. The decrypted features will be displayed if the Keycode and the Serial Number are a valid pair. Click “Apply Keycode” to save these details to the Symposium TAPI SP database. The approprite licensed features will then be enabled in the Symposium TAPI SP.
Page 111: Configuring Sap Compliance
Chapter 4 Configuration guidelines Configuring SAP compliance Symposium TAPI Service Provider, release 3.0, supports mySAP and SAPphone. To enable SAP compliance on the TAPI server, click the Compliance tab on the main window of the configuration application. (Figure 45) Figure 45 Compliance window...
Page 112 Chapter 4 Configuration guidelines Click in the check box to enable SAP compliance. Figure 46 Enabling SAP compliance SAP compliance is currently the only feature that you can enable in the compliance window. 213346.02 (Figure 46)
Page 113: Configuring The Log Styles Table
Configuring the log styles table The log styles table provides information for the logger troubleshooting application. Each item in the Symposium TAPI SP database is assigned a log style. You cannot modify or remove two default log styles. These default settings are 0, which logs no items, and 1, which logs all items.
Page 114: Adding A Log Style
Chapter 4 Configuration guidelines Adding a log style To add a new log style to the log style table: Click the Log Styles tab in the main window of the configuration application to display the log styles window. Figure 47 Log styles window 213346.02 (Figure 47)
Page 115: Editing A Log Style
Click OK to save the changes and return to the main window of the configuration application. Deleting a log style To delete a log style: Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 4 Configuration guidelines...
Page 116: Configuring An Additional Database
Click OK to save the changes and return to the main window of the configuration application. The configuration of Symposium TAPI SP is now complete. Repeat the procedures if multiple customers are configured on the Succession switch. If only one customer is configured on the switch, exit the configuration application by clicking Quit.
Page 117: Chapter 5 Upgrading Symposium Tapi Sp
Upgrade software from an earlier release to Symposium TAPI Service Provider release 3.0 • Upgrade your TAPI system to add clients or features or to change the TAPI environment Upgrading Symposium TAPI SP software The Symposium TAPI SP 3.0 installation program now supports upgrading from an earlier release without having to uninstall the earlier version.
Page 118: Performing An Upgrade From An Earlier Release To Symposium Tapi
• Click OK to start the wizard-driven installation application. The Setup program will detect the earlier version of Symposium TAPI SP and display the following dialog box: Click Yes to indicate that you accept the terms of the software license.
Page 119 FLEXlm. The installation application copies the required files to the installation directory. A status window displays installation progress. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 5 Upgrading Symposium TAPI SP...
Page 120: Performing A Full Reinstall
To perform a full reinstall, you must uninstall the earlier release of the software from the server before you install the new release. TAPI SP 3.0 can only be installed on Windows 2000 Server Service Pack 4 or Windows 2003 Server.
Page 121: Removing An Earlier Release From A Windows 2000 Server
Make a copy of the m1spdb.mdb file which is usually located in the default installation directory (i.e. C:\m1server) and store it in a safe place. This procedure ensures that you have a backup copy of the Symposium TAPI SP database in the event of a system crash or other unforeseen failure during the upgrade process.
Page 122: Configuring The Latest Software Release
Make a copy of the m1spdb.mdb file which is usually located in the default installation directory (i.e. C:\m1server) and store it in a safe place. This procedure ensures that you have a backup copy of the Symposium TAPI SP database in the event of a system crash or other unforeseen failure during the upgrade process.
Page 123: Verifying The Software Upgrade
Increasing the number of clients After you enter the new license keycode, configure new clients on Symposium TAPI SP. If you wish to configure a small number of additional clients you can manually configure them in the Symposium TAPI SP configuration application.
Page 124: Adding New Features Or Changing The Tapi Environment
Adding new features or changing the TAPI environment To add new TAPI features you must purchase a new keycode. To add network TAPI/IVR features, you must configure these features in the configuration application.
Page 125 Select “Start -> Administrative Tools -> Add/Remove Programs -> Symposium TAPI Service Provider -> Remove”. Restart the server to save these changes. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 5 Upgrading Symposium TAPI SP...
Page 126 Draft 0.01 Chapter 5 Upgrading Symposium TAPI SP 213346.02...
Page 127: Chapter 6 Networked Tapi/Ivr
The IVR and networking option available for Symposium TAPI SP enables integrated IVR-CTI functionality in a Succession PBX environment. The optional module provides an interface between the TAPI server and either the Nortel Networks Periphonics IVR system, or a third party IVR system.
Page 128: Ivr-Cti Call Flow Example
Symposium TAPI SP IVR driver that is supplied with the IVR and networking module, and an IVR system. This section provides a brief description of the Symposium TAPI SP IVR driver and the Periphonics IVR system. For information about integrating a third party IVR system with Symposium TAPI SP, refer to the Nortel Networks developer program.
Page 129: Lan Configuration
The SCCS opens a voice session with the IVR system. The IVR system plays a prompt for the caller, for example a request for a PIN. The IVR system passes the CED to the Symposium TAPI SP IVR driver, where the CED and associated CLID are stored.
Page 130: Symposium Tapi Sp Ivr Driver
IVR-CTI messages IVR-CTI integration occurs through the exchange of a series of messages between the IVR system and the Symposium TAPI SP IVR driver. In a networked TAPI environment these messages are relayed by the main TAPI server to remote TAPI servers.
Page 131: Network Call Data
CLID and CED to the central Symposium TAPI SP IVR driver which stores this information. When a call is routed to a remote site, the TAPI server at that site extracts the HLOC from the network CLID. It checks if this HLOC is in its IVR host database table, and sends a request call data message over TCP/IP to the TAPI server at the main site.
Page 132: Periphonics Ivr System
TCP/IP communication Periphonics IVR system The Nortel Networks Periphonics IVR system is a powerful IVR system that can provide IVR functionality for thousands of ports, with up to 480 IVR ports supported in a single cabinet. The Periphonics IVR system supports the following IVR features: •...
Page 133: Overview Of The Ipml Server
The IPML server provides an interface to pass caller entered data (CED), such as a PIN, from the VPS/is to the TAPI driver task on Symposium TAPI SP. Through a separate interface component the IPML server passes the CED to SCCS / SECC.
Page 134 Chapter 6 Networked TAPI/IVR Symposium TAPI SP can consistently and reliably track call data related to calls that are NACD overflowed, transferred, or conferenced outside the switch to another Succession switch. users, TAPI servers, and Succession switches in a networked environment.
Page 135: Configuring Networking Call Data Capabilities
In overlay 15, at the customer data block prompt, verify that each Succession switch has a unique HLOC. Verify that all Symposium TAPI servers are configured for TCP/IP, by using the ping utility. Verify that all IVR host database tables are configured with entries for the HLOC, IP address, and port numbers of all participating Symposium TAPI SP servers.
Page 136: Call Data Networking Between Ivr And Symposium Tapi Sp
IVR ports that are monitored by Symposium TAPI SP. Enable IVR on all IVR ports that you want to be monitored by Symposium TAPI SP in the configuration application. The following processes occur when call data is...
Page 137 In the left hand pane scroll OpenAllLines. Select the entry to display line information in the middle pane. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 is the number of TNs successfully registered with the switch.
Page 138 Follow the voice prompts set by the script to enter call data. At the same time, the TAPI browser displays a call appearing on one of the lines which is the line monitoring the current called IVR port DN.
Page 139 Chapter 6 Networked TAPI/IVR Figure 52 Displaying call information in the TAPI browser application The dwUserUserInfo and dwCallData fields of LINECALLINFO structure show the call data entered by the user. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0...
Page 140: Call Data Networking Between Tapi Servers With Nacd Overflow
The IVR system plays prompts and collects data from the caller. The IVR system uses TCP/IP to send CED along with information about the port or DN on which the data was collected to the Symposium TAPI SP for M1-A.
Page 141: Verifying Nacd Overflow With Tapi Operations
IVR request call data message over TCP/IP to the TAPI server for M1-A. The Symposium TAPI server for M1-A receives the message and, after searching its call data list, finds the call data for the call appearing on the M1-B TAPI server.
Page 142 Chapter 6 Networked TAPI/IVR Figure 53 TAPI browser application The right hand pane displays the following information: lineInitializeEx returned SUCCESS num line devs = n where In the left hand pane scroll to OpenAllLines. Select the entry to display line information in the middle pane.
Page 143 Follow the voice prompts set by the script to enter call data. At the same time, the TAPI browser displays a call appearing on one of the lines which is the line monitoring the current called IVR port DN.
Page 144: Call Data Networking Between Tapi Service Providers Without Nacd Overflow
NACD overflow This section describes how call data is communicated from a local Symposium TAPI SP to a remote Symposium TAPI SP without the IVR system and NACD overflow switch setting. This example uses lineSetCallData to establish call data on an active call and then transfers or conferences to an ACD queue on the remote Succession switch.
Page 145: Verifying Call Data Networking Without Nacd
The TAPI server for M1-A receives the message and, after searching its call data list, finds the call data for the call appearing on the M1-B TAPI server. M1-A TAPI server sends a caller info data message back to the M1-B TAPI server.
Page 146: Troubleshooting Ivr And Networking Features
Select IpszDestAddress. Enter a valid DN on switch B to transfer to. Click OK. To answer an incoming call on the TAPI server for M1-B, in the TAPI browser application perform the following tasks: Select the offering call in the middle pane and select lineAnswer in the left hand pane.
Page 147: No Ivr Registration Message On Tapi Server Initialization
If no IVR registration message appears in the overflow.log file capture after initialization of the TAPI server, perform the following tasks: Use the ping utility to verify that the Symposium TAPI server and the IVR system are able to communicate. If there is no communication between them, consult your data network administrator for assistance.
Page 148: No Call Data Message Received By Tapi Server When A Call Is Transferred From Ivr Port To Acd Queue
If an improper or forced shutdown of Microsoft TAPI or Symposium TAPI SP occurs, it is possible that call data messages won’t be received by the TAPI server when a call is transferred from an IVR port to an ACD queue. To resolve the...
Page 149: No Call Data Is Seen When Transferred Or Conferenced To A Remote Succession Switch
CLIDs between them. If this is not the case, stop and consult switch administrator. Verify that the IVR host tables on all Symposium TAPI servers in the network contain the IP addresses and HLOCs of all other Symposium TAPI servers in the network.
Page 150: Call Data Does Not Appear To Agent When A Call Is Transferred Using Nacd Overflow
DISK SPACE NEEDED: 181 KBYTES 2MB BACKUP DISKETTE(S) NEEDED: 1 ACD DNS AVAIL: 23860 Blind transfer fails between networked Symposium TAPI SPs. A blind transfer is not supported between networked switches. Call data lost between networked transfers using direct connect.
Page 151 Chapter 6 Networked TAPI/IVR Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0...
Page 152 Chapter 6 Networked TAPI/IVR 213346.02...
Page 153: Chapter 7 Compatibilities And Features
Symposium TAPI SP, and describes various feature interactions. Product compatibilities Symposium TAPI SP is compatible with a wide range of products required for computer telephony integration. Before integrating the software with a product, check in the tables provided in this section to determine the level of compatibility.
Page 154: Telephone Set Compatibility
Direct connect environment, with optional IVR Release 26.07 *new features introduced in 3.0 not supported. Telephone set compatibility Table 4 lists the telephone sets supported by Symposium TAPI SP. Table 4 Telephone set compatibility Telephone set M2000 series digital telephones M2009 M2018...
Page 155: Desktop Pc Compatibility
Windows XP Professional Windows 2000 Professional Windows Server 2003 Note: Symposium TAPI SP is not supported in a Microsoft Terminal Services environment, or terminal services environments from other vendors, such as the Citrix product. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0...
Page 156: Microsoft Tapi Compatibility
Chapter 7 Compatibilities and features Microsoft TAPI compatibility Table 6 lists Microsoft TAPI release compatibility with Symposium TAPI SP. Table 6 Microsoft TAPI compatibility Microsoft TAPI releases TAPI 2.0 TAPI 2.1 TAPI 3.0 TAPI 3.1 Windows 2000 service pack compatibility...
Page 157: Interface Device Compatibility
Table 9 Nortel Networks application compatibility Application Symposium Agent 1.1 Symposium Agent 2.0 Symposium Agent 2.3 Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 7 Compatibilities and features Symposium TAPI Service Provider Release Release Release...
Page 158: Third-Party Application Compatibility
MacAfee Scan Engine 4.1.6.0 InnoculateIT SAPphone R/3 2.54 Feature support Symposium TAPI SP supports a large number of computer telephony integration features and a range of administrative tools. Basic call control Table 11 lists basic call control features Symposium TAPI SP supports.
Page 159: Enhanced Call Control
Table 12 Enhanced call control Feature CDN treatments (ringback, busy, silence, music) Call park (park and retrieve) Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 7 Compatibilities and features Symposium TAPI Service Provider Release Release Release 164.
Page 160: Acd
Feature Call pickup Night service Ring again (activate and cancel) Swap hold Call waiting Call routing (redirect/blind transfer) Table 13 lists ACD features Symposium TAPI SP supports. Table 13 ACD Feature Login Logout Ready Not ready Walk away/return ACD statistics...
Page 161: Lines And Dns
Table 15 lists device controls Symposium TAPI SP supports. Table 15 Device controls Feature Message waiting lamp activation Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 7 Compatibilities and features Symposium TAPI Service Provider Release Release...
Page 162: Communication
Table 15 Device controls Feature Make set busy — message waiting lamp notification Forward calls Communication Table 16 lists communication features Symposium TAPI SP supports. Table 16 Communication Feature IVR integration support Call data Network IVR Networking support Call data...
Page 163: Security
Table 18 Diagnostic Feature Logger application TAPIDBM Microsoft TAPI browser SNMP alerts Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 7 Compatibilities and features Symposium TAPI Service Provider Release Release Release Symposium TAPI Service Provider...
Page 164: General Administration
Symposium TAPI Service Provider for Succession, release 3.0, supports the Succession Communication Server for Enterprise 1000 (CSE1000). The IP-based Succession CSE1000 can be used in place of a Succession switch in your TAPI environment. Symposium TAPI SP delivers the same range of features and operates in the same manner as with a Succession installation.
Page 165 The problem they have is that they are using Direct Connect, and when they try to make a call from the MADN using the Tapi Monitored AST key it is only made from that key if it handled the last call for that DN i.e. if the non-AST key handled the last call, then the next call will be made from there.
Page 166 Chapter 7 Compatibilities and features placed via Tapi Application using 4-0-0-0 are actually placed via Key 3 on 4-0-0-5 and Tapi Application does not have full call control (e.g. cannot hang up call). The situation can only be rectified by manually pressing Key 0 on 4-0-0-0.
Page 167: Chapter 8 Troubleshooting
License Manager troubleshooting applications The Flex LM License Manager is no longer used by Symposium TAPI SP. It has been replaced by a License Manager Tab in the Symposium TAPI SP Configuration Application. This is a self contained License decryption and diagnostic interface.
Page 168: Running A Troubleshooting Session
Chapter 8 Troubleshooting Running a troubleshooting session To run a troubleshooting session in the logger application: Stop the Symposium TAPI SP application. In Windows Explorer, navigate to C:\m1server\tools\logger.exe. Start the logger application to display the logger window. Figure 56 Logger window 213346.02...
Page 169: Saving Troubleshooting Information
Symposium TAPI SP operations. To control the size of the active log file, use the recycle log file option to define a maximum size in megabytes for the log file and/ or maximum time.
Page 170: Tapidbm.exe Troubleshooting Application
SP. This logged information is displayed on it’s own console and may also be saved to a text file. If a problem occurs when installing or running Symposium TAPI SP, you can run this application to create a log of activities which can help to identify the source of the problem.
Page 171: Microsoft Tapi Browser Application
Figure 58 TAPI Browser window Verifying default line properties To verify that the default values for a line are set to monitor, owner, and interactive voice: Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 8 Troubleshooting (Figure 58)
Page 172 INTERACTIVE VOICE is selected in the Bit flags pane. Click OK to save these default values. To ensure that only active calls are monitored, in the main TAPI browser window, select “Options -> Auto-deallocate idle monitored calls”. To initialize these lines, load Symposium TAPI SP by selecting the LAp+ button on the tool bar.
Page 173: Verifying That Telephone Sets Are Configured Correctly
The middle pane lists the hexadecimal addresses where these lines are stored in TAPI server memory. The right-hand pane displays the number of lines that were initialized successfully. Verifying that telephone sets are configured correctly To verify that a telephone set is configured correctly: In the Symposium TAPI SP configuration application, select “Succession...
Page 174: Using The Tapi Browser For Acceptance Testing
For information refer to “Running a troubleshooting session” on page Note: If the TAPI browser application ceases to operate for any reason, you must restart the server before you can restart the application.
Page 175: Creating A 3-Party Conference Call
In the left-hand pane, select IpszDestAddress. Enter a valid DN to call. Click OK. Putting a call on hold and unhold To put a call on hold and unhold: Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 8 Troubleshooting...
Page 176: Windows Phone Dialer Application
Windows phone dialer application Windows 2000 and Windows Server 2003 operating systems provide the Phone Dialer application that you can use to verify that Symposium TAPI SP is operating correctly. To call a line monitored by Symposium TAPI SP, perform the...
Page 177: Symposium Tapi Sp Fails To Initialize Lines
Symposium TAPI SP fails to initialize lines If Symposium TAPI SP supports more than 50 lines, the lines can fail to initialize when you start Symposium TAPI SP. The failure occurs because the initialization time-out value is too low. The default and minimum value for this parameter is 32 seconds, but you must increase the value if you are supporting more than 50 lines.
Page 178: Download From The Succession Switch Fails
Download from the Succession switch fails After you download switch configurations from the Succession switch, if no lines appear in the Symposium TAPI SP database, or if you receive an error message indicating that the download failed, perform the following tasks: Verify that the text “LD 20”...
Page 179: No Telephony Devices Appear In Tcmapp
A call handle remains valid after a call is dropped to enable Microsoft TAPI to use call operations such as lineGetCallInfo to retrieve information about a call, for example for logging purposes. Microsoft TAPI eventually uses the linCloseCall command to shut down operations for the call and release the call handle.
Page 180: Port Conflicts
• foreign address and port number • state — LISTENING, ESTABLISHED, CLOSE_WAIT, or TIME_OUT The presence of a port 5000 on this list before you install Symposium TAPI SP indicates a potential conflict. 213346.02 Solution All existing calls are aborted. While the connection is down, no new requests are allowed;...
Page 181 Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 Chapter 8 Troubleshooting Foreign Address State 0.0.0.0:0 LISTENING 0.0.0.0:0 LISTENING 0.0.0.0:0 LISTENING 0.0.0.0:0 LISTENING 0.0.0.0:0 LISTENING 0.0.0.0:0...
Page 182: Microsoft Tapi Issues
This section describes some common issues related to Microsoft TAPI. No error recovery If you need to restart Microsoft TAPI, for example after an application ceases to operate, you must shut down and restart the server. Because users can not stop the TAPISRV application there is no way of unloading Microsoft TAPI except by restarting the server.
Page 183: Meridian Link Services Presents No Information
C. Because no Meridian Link Services messages are sent when C answers the call, Symposium TAPI SP cannot determine if agent C answered. In this scenario, Symposium TAPI SP registers the call events as follows: •...
Page 184: Status Change Messages Not Delivered
Meridian Link Services does not send any message indicating that agent C disconnected. In this situation Symposium TAPI SP, and subsequently the TAPI application, lose track of the true state of the call. In such a scenario Symposium TAPI registers the call events as follows: •...
Page 185: Dropping The Original Call During Consultation Transfer
If the call is not picked up, a new call is presented in addition to the onhold call, with the same CLID as the CLID of the held call. Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0...
Page 186: Enhanced Isdn Progress Messages For Outbound Calls
Chapter 8 Troubleshooting Enhanced ISDN progress messages for outbound calls Meridian Link Services provides additional information on the progress of networked calls for outbound calls provided by the Succession switch over ISDN. The Meridian Link protocol, minimum release 5, supports all of the following ISDN-related, information element (IE) messaging: •...
Page 187: Glossary Of Acronyms
CLID calling line identification central processing unit CSE1000 Communication Server for Enterprise 1000 computer telephony integration Network Managers Guide 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 188 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 213346.02...
Page 189 TAPISRV Microsoft TAPI server TCP/IP Transport Control Protocol/Internet Protocol terminal number terminal number block Network Managers Guide 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 190 Glossary 213346.02...
Page 191 25 Symposium Express Call Center (SECC) 26 call control basic features supported 31 Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 basic features supported with releases of Symposium TAPI SP 158 enhanced features supported 31...
Page 192 Meridian 1 Host table 93 Microsoft TAPI 68 Microsoft TAPI on Microsoft Windows 2000 server 70, 76 Microsoft TAPI on Windows NT 4.0 server 69 network TAPI/IVR table 104 provider table 91 recovering database information after a software upgrade 122...
Page 193 Microsoft Windows 2000 server 70, 76 feature interactions call center environment 35 direct connect 36 general 36 Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 knowledge worker environment 36 SCCS 35 increasing the number of clients 123 installation...
Page 194 130 intergration CTI capabilities with Symposium TAPI SP 127 IPML 127 IPML overview 133 IVR port address in Symposium TAPI SP database 106 IVR-CTI messages 130 LAN configuration 129 license file considerations 127 modifying a remote IVR host address in...
Page 195 57 client machine 57 client machine domain 57 client user 57 Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 client user issues 68 compatibility with Symposium TAPI SP 156 configuration 68 configuring TAPI clients 82...
Page 196 IVR port address 106 modifying a remote host address 107 remote host address 106 Nortel Networks application compatibility with releases of Symposium TAPI SP 157 not presented with NACD overflow 150 outbound dialing applications overview 33 Periphonics IVR overview 132...
Page 197 158 upgrading 117 upgrading features 123 TAPI browser application overview 35 TAPI client Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0 configuration 82 PCs supported 23 TAPI server domains 58 downloading Meridian 1 switch information 86...
Page 198 96 trust relationships common causes of RPC failure 67 remote procedure call 66 reverse RPCs 66 RPC behaviour in a typical TAPI call 66 validating RPC configuration 67 upgrading adding new features 124 changing the TAPI environment 124 Symposium TAPI SP 117 Windows NT 4.0 server...

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Symposium tapi service provider for succession 3.0

Nortel TAPI User Manual

Preface

Chapter 1 Overview

Chapter 2 Installation Guidelines

Chapter 3 Preparing the TAPI Environment

Chapter 4 Configuration Guidelines

Chapter 5 Upgrading Symposium TAPI SP

Chapter 6 Networked TAPI/IVR

Chapter 7 Compatibilities and Features

Chapter 8 Troubleshooting

Glossary of Acronyms

Quick Links

Troubleshooting

Need help?

Questions and answers

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Summary of Contents for Nortel TAPI

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Table of Contents