Nortel CTI ToolKit User manual

Publication#:
Document Release:
Release Date:
PeriProducer CTI Toolkit User’s Guide
for M1
(Peri-IPML V2.1)
P0606089
1.1
October 17, 2003

PeriProducer CTI Toolkit User’s Guide for M1
Page ii Nortel Networks Confidential # P0606089 Ver: 1.1
Important Notice
Nortel Networks reserves the right to make changes in the contents of this publication
including functions and specifications identified herein without notice.
The material contained in this document is intended for Nortel Networks Certified
personnel and licensed customers with a non-disclosure agreement or standard
contract.
In the absence of a written agreement to the contrary, Nortel Networks assumes no
liability for applications assistance, customer’s product/application/concepts, or
infringements of patents or copyrights of third parties arising from the use of systems
and architectures described herein. Nor does Nortel Networks warrant or represent
that any license, either expressed or implied, is granted under any patent right,
copyright, or other combination of technology, architecture, or software as might be or
is already in use.
This document should not be reproduced, disseminated, or otherwise disclosed
without prior written consent from an officer of Nortel Networks.
This document has been copyrighted by Nortel Networks and may not be duplicated.
Copyright © 2003 Nortel Networks, All Rights Reserved

Table of Contents
# P0606089 Ver: 1.1 Nortel Networks Confidential Page iii
Table of Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v
Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi
Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi
How To Use This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi
Organization of This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . vii
Conventions Used in This Manual . . . . . . . . . . . . . . . . . . . . . . . viii
Solaris and Windows 2000 Conventions . . . . . . . . . . . . . . . . . . . ix
Trademark Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix
Overview of CTI Features . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Overview of CTI Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Toolkit Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
CTI, RSM, TAPI, and TAPISCCS Blocks. . . . . . . . . . . . . . 13
Toolkit Usage for Specific Product Features . . . . . . . . . . . . . . . . 15
Product Features and Resources . . . . . . . . . . . . . . . . . . . . . . 15
Product Features Application Development. . . . . . . . . . . . . 15
Toolkit Installation and Removal Procedures . . . . . . . . . . . 21
Installing and Removing the Toolkit on Windows 2000
Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Link Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Installing the CTI Toolkit. . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Removal of the CTI Toolkit on 2000 . . . . . . . . . . . . . . . . . . 22
Installation of the CTI Toolkit on Solaris Systems . . . . . . . . . . . 23
Link Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Installing the CTI Toolkit. . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Removal of the CTI Toolkit on Solaris . . . . . . . . . . . . . . . . 24
Adding the CTI Folders and Data Cards . . . . . . . . . . . . . . . . . . . 25
CTI Toolkit Blocks Reference . . . . . . . . . . . . . . . . . . . . . . . . 27
CTI Toolkit Blocks Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
CTI Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Configuration Requirements. . . . . . . . . . . . . . . . . . . . . . . . . 28
Folders and Data Cards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Error Condition Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . 28
CTI Toolkit Blocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Agent Function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
CTI Initialize. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Device Parameter Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Register Device. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Set Event Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Telephony Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

PeriProducer CTI Toolkit User’s Guide for M1
Page iv Nortel Networks Confidential # P0606089 Ver: 1.1
Telephony Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
User Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Device Statistics Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Send TAPI Call Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Send TAPI SCCS Call Data . . . . . . . . . . . . . . . . . . . . . . . . . 51
GetTAPIData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
CSTAPILS Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Log Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Example Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Example Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Agent Function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
CTI Initialize . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Device Parameter Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Register Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Set Event Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Telephony Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Telephony Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
User Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Device Statistics Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Send TAPI CallData/Send TAPIsccs CallData . . . . . . . . . . . . . . 70
Log Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Example Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Example Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Agent Function CSVAPI Log File . . . . . . . . . . . . . . . . . . . . . . . . 74
CTI Initialize CSVAPI Log File . . . . . . . . . . . . . . . . . . . . . . . . . 74
Register Device CSVAPI Log File . . . . . . . . . . . . . . . . . . . . . . . 74
Set Event Handling CSVAPI Log File . . . . . . . . . . . . . . . . . . . . 75
Telephony Event Data CSVAPI Log File . . . . . . . . . . . . . . . . . . 76
Telephony Request CSVAPI Log File . . . . . . . . . . . . . . . . . . . . . 78
User Data CSVAPI Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Device Statistics Data CSRSM and CSRSMLS Log Files . . . . . 86
Send TAPI Call Data CSTAPI and CSTAPILS Log Files . . . . . 89
Send TAPI SCCS Call Data CSTAPI and CSTAPILS
Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Log Message Example Application Log File . . . . . . . . . . . . . . . 95
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Glossary of CTI Terminology . . . . . . . . . . . . . . . . . . . . . . . 101

Preface

PeriProducer CTI Toolkit User’s Guide for M1
Page vi Nortel Networks Confidential # P0606089 Ver: 1.1
Scope
The PeriProducer CTI Toolkit User’s Guide for M1 document provides product
descriptions, installation procedures, and usage information for using the CTI Toolkit
to develop applications for Nortel Networks Media Processing Server (MPS)
platforms.
In this document, Nortel Networks MPS (MPS500 and MPS1000) systems are both
referred to as Processing Server (PS) systems or Interactive Voice Response (IVR)
systems.
Intended Audience
This document is intended to assist CTI application developers with using the CTI
Toolkit. Knowledge of configuration settings of elements within a Call Center, such as
a PBX, and application development is recommended.
How To Use This Manual
This manual uses many standard terms relating to computer system and software
application functions. However, it contains some terminology that can only be
explained in the context of the MPS system. Refer to the Glossary of MPS
Terminology for definitions of MPS specific terms.
Initially, you should read this manual at least once, from start to finish. Later, you can
use the Table of Contents to locate topics of interest for reference and review.
If you are reading this document online, use the cross-reference links (shown in blue)
to quickly locate related topics. <LEFT>click once with your mouse while positioned
with your cursor over the cross-reference link. Click on any point in a Table of
Contents entry to move to that topic. Click on the page number of any Index entry to
access that topic page.
To familiarize yourself with various specialized textual references within the manual, ,
see Conventions Used in This Manual on page viii.
Periphonics is part of Nortel Networks. The name Periphonics, and variations thereof,
appear in this manual only where it is referred to in a product. (For examples, a
PeriProducer application, the PERImps package, the perirev command, etc.)

Preface
# P0606089 Ver: 1.1 Nortel Networks Confidential Page vii
Organization of This Manual
This manual is separated into chapters that describe the installation, configuration, and
usage of the CTI Toolkit.
Chapter 1 —Overview of CTI Features
A description of the CTI functions and an overview of the PeriProducer CTI Toolkit.
Chapter 2 —Toolkit Installation and Removal Procedures
Detailed instructions for installating and removing the CTI Toolkit on the Windows
platform.
Chapter 3 —CTI Toolkit Blocks Reference
Detailed usage instructions for all the CTI Toolkit blocks.
Appendix A —Example Applications
References to example applications that demonstrate the use of each CTI Toolkit
block and their major functions.
Appendix B —Example Log Files
Examples of log file output from each of the CTI Toolkit blocks.

PeriProducer CTI Toolkit User’s Guide for M1
Page viii Nortel Networks Confidential # P0606089 Ver: 1.1
Conventions Used in This Manual
This manual uses different fonts and symbols to differentiate between document
elements and types of information. These conventions are summarized in the
following table.
Conventions Used in This Manual page 1 of 2
Notation Description
Normal text Normal text font is used for most of the document.
important term The Italics font is used to introduce new terms, to highlight
meaningful words or phrases, or to distinguish specific terms from
nearby text.
system
command
This font indicates a system command and/or its arguments. Such
keywords are to be entered exactly as shown (i.e., users are not to
fill in their own values).
command,
condition
and alarm
Command, Condition and Alarm references appear on the screen
in magenta text and reference the Command Reference Manual,
the PeriProducer User’s Guide, or the Alarm Reference Manual,
respectively.Refer to these documents for detailed information
about Commands, Conditions, and Alarms.
file name /
directory
This font isused for highlighting the names ofdisk directories, files,
and extensions for file names. It is also used to show displays on
text-based screens (e.g., to show the contents of a file.)
on-screen field This font is used for field labels, on-screen menu buttons, and
action buttons.
<KEY NAME>A term that appears within angled brackets denotes a terminal
keyboard key, a telephone keypad button, or a system mouse
button.
Book Reference This font indicates the names of other publications referenced
within the document.
cross reference A cross reference appears on the screen in blue text. Click on the
cross reference to access the referenced location. A cross
reference that refers to a section name accesses the first page of
that section.
The Note icon identifies notes, important facts, and other keys to
understanding.
!
The Caution icon identifies procedures or events that require
special attention. The icon indicates a warning that serious
problems may arise if the stated instructions are improperly
followed.

Preface
# P0606089 Ver: 1.1 Nortel Networks Confidential Page ix
Solaris and Windows 2000 Conventions
This manual depicts examples (command line syntax, configuration files, and screen
shots) in Solaris format. In certain instances Windows 2000 specific commands,
procedures, or screen shots are shown where required. The following table lists
examples of general operating system conventions to keep in mind when using this
manual with either the Solaris or 2000 operating system.
Trademark Conventions
The following trademark information is presented here and applies throughout for
third party products discussed within this manual. Trademarking information is not
repeated hereafter.
Solaris is a trademark or registered trademark of Sun Microsystems, Inc. in the United
States and other countries.
Microsoft, Windows, Windows 2000, Internet Explorer, and the Flying Windows logo
are either trademarks or registered trademarks of Microsoft Corporation.
Netscape®and Netscape Navigator®are registered trademarks of Netscape
Communications Corporation in the United States and other countries. Netscape’s
The flying Window icon identifies procedures or events that apply
to the Windows operating system only.a
The Solaris icon identifies procedures or events that apply to the
Solaris operating system only.b
a. Windows 2000 and the flying Window logo are either trademarks or registered
trademarks of the Microsoft Corporation.
b. Solaris is a trademark or registered trademark of Sun Microsystems, Inc. in the
United States and other countries.
Conventions Used in This Manual page 2 of 2
Notation Description
Solaris Windows 2000
Environment $VPSHOME %VPSHOME%
Paths $VPSHOME/common/etc %VPSHOME%\common\etc
Command <command> & start /b <command>

PeriProducer CTI Toolkit User’s Guide for M1
Page x Nortel Networks Confidential # P0606089 Ver: 1.1
logos and Netscape product and service names are also trademarks of Netscape
Communications Corporation, which may be registered in other countries.

This chapter covers:
Overview of CTI
Features
1. CTI Description
2. Toolkit Overview
3. Product Features and Resources

PeriProducer CTI Toolkit User’s Guide for M1
Page 12 Nortel Networks Confidential #P0606089 – Ver: 1.1
Overview of CTI Features
The PeriProducer package with Computer Telephony Integration (CTI) Toolkit is a
development environment for creating Interactive Voice Response (IVR) applications
to use with the Peri-IPML or PeriICM software. With PeriProducer and the CTI
Toolkit, users can create CTI applications without having specific knowledge of the
low-level functions of phone systems or IVR programming.
The CTI Toolkit version 2.1.0 is compatible with PeriProducer version 3.0 and
above.
CTI and PeriProducer use a graphical user interface (GUI) with icons, drag-and-drop
placement, pull-down menus, fill-in-the-blanks data entry, default parameter values,
and other features that make application development straightforward. The various
application functions are represented with icons (referred to as blocks). The
application is constructed by selecting and sequencing the blocks. The completed
application is represented by the graphical layout of the blocks both during
development and at run time.
The CTI Toolkit is used to create customer-specific applications to interface with the
M1-Meridian Link, SCCS Interface (RSM & HDX), and IVR.DLL for the TAPI
server. Using the CTI Toolkit, functions from specific switches (PBXs) are accessible
to PeriProducer applications. During the run of an application, PeriProducer executes
a function and the system software translates the requests into a format the PBX can
process. Messages from the PBX are translated by the system into a format that
applications can interpret.

Overview of CTI Features
#P0606089 –Ver: 1.1 Nortel Networks Confidential Page 13
Toolkit Overview
The CTI Toolkit allows access to functions that are specific to CTI programming.
These functions are not accessible from the standard PeriProducer Toolkit.
The arrows in the upper right corner of each Toolkit switch between the CTI and the
PeriProducer Toolkit (and any other Toolkit installed).
Brief descriptions of the CTI Toolkit blocks follow. Detailed descriptions are in
chapter 3, CTI Toolkit Blocks Reference. The PeriProducer Toolkit is described in the
PeriProducer User’s Guide.
CTI, RSM, TAPI, and TAPISCCS Blocks
PeriProducer Toolkit CTI Toolkit
Block Resource Description
$JHQW)XQFWLRQ CTI Sets the Agent’s state, for example: Login, Ready, Work Not Ready,
Logout, etc. See page 30.
&7,,QLWLDOL]H CTI Initializes handlers for CTI-related conditions. See page 32.
'HYLFH
3DUDPHWHU'DWD
CTI Retrieves all Device Parameter data, based on the Device name (this is
determined by Nortel Networks Certified personnel) and Parameter name,
passed as parameters. See page 33.

PeriProducer CTI Toolkit User’s Guide for M1
Page 14 Nortel Networks Confidential #P0606089 –Ver: 1.1
5HJLVWHU'HYLFH CTI Registers/unregisters a device with CTI resources. This tool is used when
the application needs to receive events for the specified device. See
page 35.
6HW(YHQW
+DQGOLQJ CTI Specifies how events are handled. There are three options:
•Wait: The application waits until the event occurs. When using
this option, no conditions are generated.
•CtiCond: The application receives a CtiCond condition when
the event occurs.
•Ignore: The application ignores the event.
See page 37.
7HOHSKRQ\(YHQW
'DWD CTI Retrieves the specified event data and places the data into a CTI folder. See
page 40.
7HOHSKRQ\
5H XHVW CTI Answers, initiates, transfer, or releases a call. See page 42.
8VHU'DWD CTI Adds, removes, or retrieves CallData/TLink data from or to a CTI folder.
See page 45.
'HYLFH6WDWLVWLFV
'DWD RSM Retrieves data for a statistics group, specifically one of "AgentItd",
"AgentMwnd", "ApplicIPtd", "ApplicMwnd", "SkillItd", or "SkillMwnd"
based on the Statistics Device name (this is determined by Nortel Networks
Certified personnel) and Statistics Group, passed as parameters. See
page 47.
6HQG7$3,&DOO
'DWD TAPI Sends values in array, CTI.AVCalldata.AVpairs to Resource
Symposium TAPI Server (TAPI). See page 50.
*HW7$3,'DWD TAPI Gets data from Symposium TAPI Server based on Call ID. See page 52.
6HQG7$3,6&&6
&DOO'DWD TAPISCCS Sends values in array, CTI.AVCalldata.AVpairs to Symposium Call
Center Server TAPI interface (TAPISCCS). Also known as IVR.DLL
interface. This block is used only in the DMS SCCS environment. See
page 51.
/RJ0HVVDJH Misc. Prints a message, with TimeStamp, to a log file designated for the
application’s line. See page 53.
Block Resource Description

Overview of CTI Features
#P0606089 –Ver: 1.1 Nortel Networks Confidential Page 15
Toolkit Usage for Specific Product Features
The following sections provide information to determine the best CTI tool(s) to use
when designing an application for a particular product feature or resource.
Product Features and Resources
The table below correlates product features, CTI resources, and Toolkit blocks.
Product Features Application Development
The following table shows which Toolkit blocks to use for accessing CTI product
features. For each feature, references are made to example applications that illustrate
the use of these blocks. Blocks that are part of the standard PeriProducer Toolkit are
Product Feature Resource Toolkit Blocks
Peri-IPML (M1) CTI $JHQW)XQFWLRQ (page 30)
&7,,QLWLDOL]H (page 32)
'HYLFH3DUDPHWHU'DWD (page 33)
5HJLVWHU'HYLFH (page 35)
6HW(YHQW+DQGOLQJ (page 37)
7HOHSKRQ\(YHQW'DWD (page 40)
7HOHSKRQ\5H XHVW (page 42)
8VHU'DWD (page 45)
Call Data Attachment CTI 8VHU'DWD (page 45)
IVR-SCCS (CS-HDX) CTI 8VHU'DWD (page 45)
IVR-SCCS (RSM) rsm 'HYLFH6WDWLVWLFV'DWD (page 47)
IVR-SCCS
(IVR-DLL interface) tapisccs 6HQG7$3,6&&6&DOO'DWD (page 51)
IVR-TAPI tapi 6HQG7$3,&DOO'DWD (page 50)

PeriProducer CTI Toolkit User’s Guide for M1
Page 16 Nortel Networks Confidential #P0606089 –Ver: 1.1
documented in the PeriProducer User’s Guide.
Product Feature / Function / Toolkit Blocks Example
Apps
Peri-IPML/M1 link
or SCCS Login/Logout the IVR agent ports under IVR application control.
Logon IVR Port
1. &7,,QLWLDOL]Hpage 32
2. (QYLURQPHQW
3. +DQGOH
4. $JHQW)XQFWLRQpage 30
AF-8 (page 57)
Logoff IVR Port
(Same as above, followed by another $JHQW)XQFWLRQ.) AF-8 (page 57)
Retrieve call information such as Current Location, Calling Line ID, DNIS, IVR Treatment DN,
and Call Arrival Time.
Get ANI
1. &7,,QLWLDOL]Hpage 32
2. (QYLURQPHQW
3. +DQGOH
4. $QVZHU
5. 6HW(YHQW+DQGOLQJpage 37
6. 7HOHSKRQ\(YHQW'DWDpage 40
TE-2 (page 63)
Get DNIS
1. &7,,QLWLDOL]Hpage 32
2. (QYLURQPHQW
3. +DQGOH
4. $QVZHU
5. 6HW(YHQW+DQGOLQJpage 37
6. 7HOHSKRQ\(YHQW'DWDpage 40
TE-2 (page 63)
Get IVR Treatment
1. &7,,QLWLDOL]Hpage 32
2. (QYLURQPHQW
3. +DQGOH
4. $QVZHU
5. 6HW(YHQW+DQGOLQJpage 37
6. 8VHU'DWDpage 45
UD-4 (page 68)
Get Arrival Time
1. &7,,QLWLDOL]Hpage 32
2. (QYLURQPHQW
3. +DQGOH
4. $QVZHU
5. 6HW(YHQW+DQGOLQJpage 37
6. 8VHU'DWDpage 45
UD-4 (page 68)

Overview of CTI Features
#P0606089 –Ver: 1.1 Nortel Networks Confidential Page 17
Peri-IPML/M1 link
or SCCS (continued) Perform Consultation Transfer - Initiate and Complete Two Step Transfer. IVR application
initiates the transfer, places the caller on hold, and the connects the IVR to the destination
DN. When the complete transfer is issued, the caller is connected to the Destination DN and
the IVR port is disconnected.
Initiate Two-Step Transfer
1. &7,,QLWLDOL]Hpage 32
2. (QYLURQPHQW
3. +DQGOH
4. $QVZHU
5. 6HW(YHQW+DQGOLQJpage 37
6. 7HOHSKRQ\5H XHVWpage 42
TR-4 (page 65)
Complete Two Step Transfer
(Same as above followed by another 7HOHSKRQ\5H XHVW.) TR-4 (page 65)
Perform Blind Transfer (one-step Transfer) –When the transfer is completed, the Caller is
connected to the destination DN and IVR is disconnected.
Initiate Blind Transfer
1. &7,,QLWLDOL]Hpage 32
2. (QYLURQPHQW
3. +DQGOH
4. $QVZHU
5. 6HW(YHQW+DQGOLQJpage 37
6. 7HOHSKRQ\5H XHVWpage 42
TR-2 (page 65)
Perform Consultation Conference - Initiate and Complete Conference. IVR application
initiates the conference, places the caller on hold, and connects the IVR to the destination
DN. When the complete conference is issued, the caller is connected to the Destination DN
and the IVR port.
Initiate Conference
1. &7,,QLWLDOL]Hpage 32
2. (QYLURQPHQW
3. +DQGOH
4. $QVZHU
5. 6HW(YHQW+DQGOLQJpage 37
6. 7HOHSKRQ\5H XHVWpage 42
TR-3 (page 65)
Complete Conference
(Same as above followed by another 7HOHSKRQ\5H XHVW.) TR-3 (page 65)
Retrieve held Call by a Consultation Transfer or Consultation Conference.
Hold Call
1. &7,,QLWLDOL]Hpage 32
2. (QYLURQPHQW
3. +DQGOH
4. $QVZHU
5. 6HW(YHQW+DQGOLQJpage 37
6. 7HOHSKRQ\5H XHVWpage 42
TR-5 (page 65)
Retrieve Call
(Same as above followed by another 7HOHSKRQ\5H XHVW.) TR-5 (page 65)
Product Feature / Function / Toolkit Blocks Example
Apps

PeriProducer CTI Toolkit User’s Guide for M1
Page 18 Nortel Networks Confidential #P0606089 –Ver: 1.1
IVR-SCCS
(CS-HDX links to
SCCS for
M1/DMS100)
The HDX (Host Data Exchange) interface sends information to CSDA and waits for CSDA to
return information related to the sent information. For example, the SCCS can send an
account number to CSDA, and CSDA returns a skillset relevant to that account type.
Receive Call Data from SCCS
(Total Call Count/Average Wait Time)
1. &7,,QLWLDOL]Hpage 32
2. (QYLURQPHQW
3. +DQGOH
4. 'LVFRQQHFW
5. $JHQW)XQFWLRQpage 30
6. $QVZHU
7. 6HW(YHQW+DQGOLQJpage 37
8. 8VHU'DWDpage 45
UD-3 (page 68)
Send Call Data (Skills) to SCCS
1. &7,,QLWLDOL]Hpage 32
2. (QYLURQPHQW
3. +DQGOH
4. 'LVFRQQHFW
5. $JHQW)XQFWLRQpage 30
6. $QVZHU
7. 6HW(YHQW+DQGOLQJpage 37
8. 8VHU'DWDpage 45
UD-3 (page 68)
IVR-SCCS
(IVR-DLL Interface) Provides application data to SCCS from IVR system.
Send Call Data to SCCS/IVR.DLL
1. &7,,QLWLDOL]Hpage 32
2. (QYLURQPHQW
3. +DQGOH
4. 'LVFRQQHFW
5. $JHQW)XQFWLRQpage 30
6. $QVZHU
7. 6HW(YHQW+DQGOLQJpage 37
8. 6HQG7$3,6&&6&DOO'DWDpage 51
ST-1 (page 70)
IVR-SCCS (CS-RSM
links to SCCS for
M1)
Provides Skillset, Application, Agent Statistics from SCCS to the IVR application. Information
flow is one way, from the SCCS to the IVR application.
Receive Skill Stats from SCCS/RSM
1. &7,,QLWLDOL]Hpage 32
2. (QYLURQPHQW
3. +DQGOH
4. 'LVFRQQHFW
5. $JHQW)XQFWLRQpage 30
6. $QVZHU
7. 6HW(YHQW+DQGOLQJpage 37
8. 'HYLFH6WDWLVWLFV'DWDpage 47
DS-1 (page 69)
Product Feature / Function / Toolkit Blocks Example
Apps

Overview of CTI Features
#P0606089 –Ver: 1.1 Nortel Networks Confidential Page 19
IVR-TAPI (TAPI
Server CSTAPI
Links for M1)
IVR TAPI allows IVR applications to send call data to TAPI server for screen pops. It uses the
IVR.DLL socket interface. The IVR application attaches Call Data to the DN usingcstapils
process. The IVR Applications sends Call Data Attachment Request to cstapi and then
from cstapi to cstapils. cstapils does not store the request, it creates an IVR Caller
Data message and sends it to the TAPI Server. The Call Data is stored in the TAPI Server
until SCCShas routed the call to an agent. The data flow is one way, from the IVR application
to the TAPI Server.
Send Call Data to Symposium TAPI Server/IVR.DLL
1. &7,,QLWLDOL]Hpage 32
2. (QYLURQPHQW
3. +DQGOH
4. 'LVFRQQHFW
5. $JHQW)XQFWLRQpage 30
6. $QVZHU
7. 6HW(YHQW+DQGOLQJpage 37
8. 6HQG7$3,&DOO'DWDpage 50
ST-1 (page 70)
Product Feature / Function / Toolkit Blocks Example
Apps

PeriProducer CTI Toolkit User’s Guide for M1
Page 20 Nortel Networks Confidential #P0606089 –Ver: 1.1