Single User Mode; Third Party Mode; Wav Users; Acd Queues - Avaya IP Office CTI Link Installation Manual

Printed Documentation

Single User Mode

Enter the IP address of the IP Office unit in the box labelled Switch IP Address. Select the Single User
option. Enter the user name and password for the extension that is to be monitored and/or controlled by
TAPI. Normally, the user name will be the name of a person associated with a physical telephone
extension.

Third Party Mode

Enter the IP address of the IP Office unit in the box labelled Switch IP Address. Select the Third Party
option. Enter the password for the switch. This is the same password that is entered in Manager when
loading the configuration of the switch.
By default, Third Party mode will provide a TAPI line for every physical extension attached to the IP
Office. The checkboxes associated with Third Party mode enable additional entities to be monitored
and/or controlled by TAPI.

WAV Users

If a user has a user name that begins with "TAPI:" it is a WAV user. The IP Office switch will attempt to
stream audio to WAV users when they are involved in calls.
This audio streaming requires the IP Office wave driver to be installed on the PC and requires a wave
driver licence instance per user. If the wave driver is not installed, you may still have the WAV Users
tickbox checked and will still receive WAV user events without the need for a licence.
During use the TAPI WAV audio stream uses an IP Office data channel taken from the same pool of
data channels as used for voicemail ports. The maximum number of data channels available for
simultaneous voicemail and TAPI WAV calls depends on the IP Office control unit type; IP403 & Small
Office Edition = 10, IP406 = 20, IP412 = 30.

ACD Queues

The IP Office can be configured to queue incoming calls that are being presented to a group of internal
users. For example, if your IP Office was configured with a group of call center agents, you would want
to queue an incoming call until an agent becomes available to take the call.
Checking the ACD Queues checkbox provides lines to monitor and/or control the queue of calls against
a group.

Configuring IP Office for TAPI

This section describes the configuration of the IP Office using the Manager application. There are two
ways in which you can use TAPI with IP:
1. If your application monitors telephones but does not control them, then there is no configuration
necessary.
2. If your application controls telephones, you should configure all users that will be controlled as an
off-hook station. This will cause the user's phone to return to the idle state when a call is hung
up using TAPI. Without this option set, the phone will remain in a disconnected state until the
phone is hung up manually. The off-hook station checkbox can be found on the Telephony tab of
the User settings in Manager.
Installation Manual
IP Office CTI Link 40DHB0002UKAB - Issue 11a (22nd September 2005)
Page 10