Call Data Networking Between Ivr And Symposium Tapi Sp; Verifying Call Data Networking - Nortel TAPI User Manual

136 Chapter 6 Networked TAPI/IVR

Call data networking between IVR and Symposium TAPI SP

Call data networking between an IVR system and Symposium TAPI SP is
possible only on 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
networked:
1
The IVR system registers itself with Symposium TAPI SP by connecting to a
configured TCP port (by default 5000) and sending a registration message.
2
When a call is placed to a line attached to the IVR system, Symposium TAPI
SP detects the call because it is monitoring all lines on the IVR system. It
saves the CLID for that call.
3 The IVR system plays prompts and collects data.
4
The IVR system passes the collected data to Symposium TAPI SP via TCP/
IP.
5
Symposium TAPI SP creates a call data block that contains both the call data
and the CLID.
6
The IVR system transfers the call from its port to a destination DN on the
switch. Typically it transfers the call to an ACD queue. In turn, the ACD
software presents the call to a call center agent.
7
Symposium TAPI SP informs all TAPI applications monitoring the agent's
telephone set of the new call. The TAPI applications retrieve the data by
calling lineGetCallInfo. This data is commonly used for screen pop purposes.

Verifying call data networking

To verify that call data networking is operating correctly, perform the following
tasks in the TAPI browser application:
1
Select lineInintializeEx function in the left pane of the TAPI browser
application to display initialization information for the line.
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(Figure 50)