Avaya IP Office CTI Link Manual de usuario

IP Office CTI Link

Installation Manual

40DHB0002UKAB - Issue 11a (22nd September 2005)

Installation Manual Page iii

IP Office CTI Link 40DHB0002UKAB - Issue 11a (22nd September 2005)

Table of Contents

CTI TAPI Installation .................................................................................................................. 5

Overview..................................................................................................................................................... 5

IP Office CTI Link Lite ............................................................................................................................ 5

IP Office CTI Link Pro ............................................................................................................................ 5

Installing TAPILink and DevLink................................................................................................................. 6

Installing the Wave Driver........................................................................................................................... 7

Installing the Wave Driver ...................................................................................................................... 7

Windows XP........................................................................................................................................... 7

Windows 2000 ....................................................................................................................................... 7

Installing the CTI TAPILink Pro and Wave Licenses .................................................................................. 8

Configuring the TAPI Driver........................................................................................................................ 9

Single User Mode ................................................................................................................................ 10

Third Party Mode ................................................................................................................................. 10

WAV Users .......................................................................................................................................... 10

ACD Queues........................................................................................................................................ 10

Configuring IP Office for TAPI .................................................................................................................. 10

Index.......................................................................................................................................... 11

Installation Manual Page 5

IP Office CTI Link 40DHB0002UKAB - Issue 11a (22nd September 2005)

CTI TAPI Installation

Overview

IP Office CTI Link is available in Lite and Pro versions, which provide run-time interfaces for applications

to use. The Software Development Kit (SDK) provides documentation on both Lite and Pro interfaces for

software developers.

Both the Lite and Pro offerings are the same program. The additional functionality provided by IP Office

CTI Link Pro is enabled when the CTI Link Pro licence key is installed.

This guide covers the installation and configuration of the TAPI driver and installation of the DevLink

files. is also detailed. For programming details, refer to the TAPI Link Developer's Guide and the

DevLink Programmer's Guide respectively.

IP Office CTI Link Lite

IP Office CTI Link Lite is a free of charge offering, and contains the following component:

• TAPILink Lite

This component implements Microsoft TAPI, and allows programs to control one telephone line

per PC. It provides simple CTI, including answer, hangup, make-call, transfer, and screen-

popping functionality. Please see the TAPILink Developers Guide for more details on TAPILink

Lite and TAPILink Pro.

IP Office CTI Link Pro

IP Office CTI Link Pro includes all of the Lite functionality. It contains the following components:

• TAPILink Pro

This component provides both first-party and third-party TAPI control of telephony devices. In

addition to the functionality provided by TAPILink Lite, it also adds the ability to receive

information on ACD queues, hunt groups, and provides additional advanced functionality. Please

see the TAPILink Developers Guide for more details on TAPILink Lite and TAPILink Pro.

• DevLink Pro

This component provides a real-time event stream. The real-time event stream provides

information on telephone activity as and when that activity occurs, and also provides information

on trunk activity.

Printed Documentation

Installation Manual Page 6

IP Office CTI Link 40DHB0002UKAB - Issue 11a (22nd September 2005)

Installing TAPILink and DevLink

The IP Office TAPI Service Provider and the DevLink files are both installed from the IP Office User CD.

Perform the following:

1. Insert IP Office User CD (self installing).

2. The Workstation Installation Wizard - Welcome screen displayed.

3. Click on Next. The Identifying Your Unit screen displayed.

4. Enter both your User Name (or select from existing) and User Password.Click on Next.

5. The Ready to Install screen is displayed. Click on Finish.

6. A progress bar is displayed and on completion the Welcome to the InstallShield Wizard for IP

Office User Suite screen is displayed. Click Next.

7. The Choose Destination screen displayed.

8. Either accept default or click Browse and select your own destination folder. Click Next.

9. On the Select Components screen tick the TAPI box and, if required, the DevLink box. DevLink

is installed and used in conjunction with 3rd party applications, e.g. Call Costing software. For

more information refer to the IP Office CTI Link DevLink Programmer's Guide. Do not change

any other settings.

10. The Select Program Folder screen is displayed.

11. Either accept default or enter a new folder name. Click Next.

12. A progress bar is displayed and on completion the InstallShield Wizard Complete screen is

displayed.

13. Click Finish to exit from install routine.

CTI TAPI Installation

Installation Manual Page 7

IP Office CTI Link 40DHB0002UKAB - Issue 11a (22nd September 2005)

Installing the Wave Driver

The IP400 wave driver is called "nawave32.drv". It is in the "wave32" directory on the User CD. It is a

32bit WAVE driver, and therefore only works on Windows NT, Windows 2000 and Windows XP.

It is not plug-and-play as there is not actually any hardware associated. It is a software emulation. You

therefore need to install it manually.

Windows XP

1. In the control panel select Add Hardware. You have to wait for your PC to do a Search for new

Devices, which takes about 30 seconds.

2. Select Yes, I have already connected the hardware.

3. Select Add a new hardware device.

4. Select Install the hardware that I manually select from a list (Advanced).

5. Select Sound, video and game controllers.

6. Press the Have Disk button

7. Navigate to the "wave32" directory on the CDROM. Select the oemsetup.inf file.

Once the wave driver is installed, you must ensure that it is only used by TAPI, otherwise the system

will start using it inappropriately, like playing "ding.wav" when you receive e-mail. This will cause

problems.

1. From the Control Panel, select Sounds and Audio Devices. Ensure that no preferred devices

use the WIDWOD32 driver.

2. This is not sufficient on its own, however. You need to prevent its use explicitly.

3. Go to Sounds and Audio Devices/Hardware/Avaya IP400 32 bit WIDWOD Driver/

Properties/Properties/Properties.

4. Check the box labelled Do not map through this device.

Windows 2000

1. In the control panel select Add/Remove Hardware. You have to wait for your PC to do a Search

for new Devices.

2. Select Add New Device.

3. Select No I want to select hardware from a list.

4. Navigate to the "wave32" directory on the CDROM. Select the oemsetup.inf file.

Once the wave driver is installed, you must ensure that it is only used by TAPI, otherwise the system will

start using it inappropriately, like playing "ding.wav" when you receive e-mail. This will cause problems.

1. From the Control Panel, select Sounds and Multimedia. Ensure that no preferred devices use

the WIDWOD32 driver.

2. This is not sufficient on it's own, however. You need to prevent its use explicitly.

3. Go to Sounds and Multimedia Properties/Hardware/IP400 32 bit WIDWOD Driver/

Properties/Properties.

4. Check the box labelled Do not map through this device.

Printed Documentation

Installation Manual Page 8

IP Office CTI Link 40DHB0002UKAB - Issue 11a (22nd September 2005)

Installing the CTI TAPILink Pro and Wave Licenses

You do not need a license in order to use the TAPI driver, but the license provides the following

additional functionality:

• Third Party mode

• ACD Queue monitoring

• lineDevSpecific function enabled.

These are described in Configuring the TAPI Driver.

In addition, to use the Wave functionality you need to install a Wave User's Licence for each Wave user.

To install the TAPI licenses, proceed as follows:

1. Run the IP Office Manager. This is installed from the IP Office Admin CD.

2. Load the configuration file for your IP Office.

3. Select License on the tree in the left hand window.

4. Right-click in the right hand window and select New.

5. Type in the 32 character license key.

6. The IP Office Manager will indicate the licenses function.

7. Send the configuration back to the IP Office and select Reboot.

8. Following the reboot, reload the configuration and check that the new license is shown as Valid.

CTI TAPI Installation

Installation Manual Page 9

IP Office CTI Link 40DHB0002UKAB - Issue 11a (22nd September 2005)

Configuring the TAPI Driver

TAPI Service Providers are configured using a Windows Control Panel applet. The name of the applet is

not the same across all versions of Windows. The following table indicates the name of the applet and

the tab that must be selected within the applet:

Windows Control Panel Applet Tab

XP Pro Network and Internet Connections, Phone and Modem

Options

Advanced

2000 Phone and Modem Options Advanced

Run the appropriate applet for your version of Windows and select the tab indicated above. You will be

presented with the list of TAPI Service Providers that you have installed. The IP Office TAPI Service

Provider will be in the list of installed TAPI Service Providers. Select Avaya IP Office TAPI Service

Provider and press Configure. You will be presented with the Avaya TAPI Configuration menu

screen.

The IP Office TAPI Service Provider can operate in Single User mode or Third Party mode. A license

must be purchased to enable the Third Party mode. Note that the unlicensed version will not prevent you

from selecting this option but it will not work.

Single User mode means that the TAPI application can control and/or monitor a single telephony device.

Third Party mode means that the TAPI application can control and/or monitor all telephony devices on a

particular IP Office unit.

Note that on some versions of Windows it will be necessary to reboot the PC (or just restart the

telephony service) in order for configuration changes to take effect.

Printed Documentation

Installation Manual Page 10

IP Office CTI Link 40DHB0002UKAB - Issue 11a (22nd September 2005)

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.

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