Avaya IP Office CTI Link User manual

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

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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.

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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.

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Installing the Wave Driver
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.
5.
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.

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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.

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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.

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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.