Avaya IP Office CTI Link User manual

IP Office CTI Link
Installation Manual
40DHB0002UKCC – Issue 4 (05/08/2002)

Page 2 - Contents
Page 2 - Introduction IP Office CTI Link
40DHB0002UKCC – Issue 4 (05/08/2002) Installation Manual
Introduction ........................................................................................................................................ 3
Contents
Overview ..................................................................................................................................................................3
IP Office CTI Link Lite........................................................................................................................................................3
IP Office CTI Link Pro........................................................................................................................................................3
Installation and Configuration .......................................................................................................... 4
Overview ..................................................................................................................................................................4
Installing TAPILink and DevLink ........................................................................................................................................4
Installing the Wave Driver..................................................................................................................................................5
Windows 2000......................................................................................................................................................5
Windows NT4.......................................................................................................................................................5
Installing the CTI TAPILink Pro and Wave Licenses .........................................................................................................6
Configuring the TAPI Driver...............................................................................................................................................7
Single User Mode.................................................................................................................................................8
Third Party Mode..................................................................................................................................................8
Configuring IP Office for TAPI ...........................................................................................................................................8
Glossary.............................................................................................................................................. 9

Introduction Overview - Page 3
Introduction
Overview
The 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 (see page 6).
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.
IP Office CTI Link Introduction - Page 3
Installation Manual 40DHB0002UKCC – Issue 4 (05/08/2002)

Page 4 - Overview Installation and Configuration
Installation and Configuration
Overview
The IP Office CTI Link installation primarily concerns the installation and
configuration of the TAPI driver, both of which are detailed in the following
paragraphs. 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.
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 and 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 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 (see Notes below).
Do not change any other setting.
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.
Note: DevLink is installed and used in conjunction with 3rd party applications,
e.g. Call Costing software. For more information please refer to the IP
Office CTI Link DevLink Programmer's Guide.
Page 4 - Installation and Configuration IP Office CTI Link
40DHB0002UKCC – Issue 4 (05/08/2002) Installation Manual

Installation and Configuration Overview - Page 5
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
and Windows 2000. Windows XP is not yet supported.
It is not plug-and-play as there is not actually any hardware associated. It is a soft
emulation. You therefore need to install it manually.
Windows 2000
In the control panel select Add/Remove Hardware. You have to wait for your PC to
do a Search for new Devices, which takes about 30 seconds, and does not actually
achieve anything.
Select “Add New Device”, then “No I want to select hardware from a list”, then
“Sound, video and game controllers”. Press the “Have Disk” button. 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.
From the Control Panel, Select “Sounds and Multimedia”. Ensure that no preferred
devices use the WIDWOD32 driver.
This is not sufficient on it’s own, however. You need to prevent its use explicitly.
Go to: “Sounds and Multimedia Properties/Hardware/IP400 32 bit WIDWOD
Driver/ Properties/Properties”
Check the box labelled “Do not map through this device”.
Windows NT4
In the Control Panel select Multimedia/Devices/Audio Devices. Press Add. Select
Unlisted or Updated Driver. Browse to the “wave32” directory on the User CD.
Press OK to add the “IP400 32 bit WIDWOD driver”.
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.
From the Control Panel, Select “Multimedia”. Ensure that no preferred devices use
the WIDWOD32 driver.
This is not sufficient on it’s own, however. You need to prevent its use explicitly.
Go to: “Multimedia/Devices/Audio Devices/Audio for IP400 32 bit WIDWOD
driver /Properties”
Check the box labelled “Do not map through this device”.
IP Office CTI Link Installation and Configuration - Page 5
Installation Manual 40DHB0002UKCC – Issue 4 (05/08/2002)

Page 6 - Overview Installation and Configuration
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” on page 7.
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 whether the license is valid or not.
Page 6 - Installation and Configuration IP Office CTI Link
40DHB0002UKCC – Issue 4 (05/08/2002) Installation Manual

Installation and Configuration Overview - Page 7
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 Version Control Panel Applet Tab
XP Pro Network and Internet Connections,
Phone and Modem Options
Advanced
2000 Phone and Modem Options Advanced
ME Telephony Telephony Drivers
98 Telephony Telephony Drivers
NT4 Telephony Telephony Drivers
95 Telephony
Note: TAPI 2.1 must be installed on Windows 95. After
installing IP Office TAPI, TAPI 2.1 installation,
tapi2195.exe, can be found in the IP Office
installation directory, e.g. Program File/Avaya/IP
Office/TAPI/Win95.
Telephony Drivers
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.
IP Office CTI Link Installation and Configuration - Page 7
Installation Manual 40DHB0002UKCC – Issue 4 (05/08/2002)

Page 8 - Overview Installation and Configuration
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 you are using the Wave Driver in Third Party mode then you will need to check the
WAV User checkbox to provide access to the TAPI lines associated with WAV
Users.
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’s
setting in Manager.
Page 8 - Installation and Configuration IP Office CTI Link
40DHB0002UKCC – Issue 4 (05/08/2002) Installation Manual

Glossary Overview - Page 9
Glossary
This section contains the list of all abbreviations and acronyms used in this
document.
ACD Automated Call Distributor
CD Compact Disk
ID Identifier
I/O Input / Output
IP Internet Protocol
ISDN Integrated Standard Digital Network
ME Millennium Edition (Windows)
MSDN Microsoft Developer Network
PSTN Public Switched Telephone Network
SDK Software Developer’s Kit
TAPI Telephony Applications Programming Interface
TSP Telephony Service Provider
TSPI Telephony Service Provider Interface
UUI User-to-User Information
IP Office CTI Link Glossary - Page 9
Installation Manual 40DHB0002UKCC – Issue 4 (05/08/2002)

Performance figures and data quoted in this document are typical, and must be
specifically confirmed in writing by Avaya before they become applicable to any
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or amendments to the detailed specifications at its discretion. The publication of
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© 2002 Avaya Inc. All rights reserved.
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IP Office CTI Link - Installation Manual 40DHB0002UKCC – Issue 4 (05/08/2002)