Pitney Bowes EDGE 7.11 User manual

EDGE 7.11 Telephony Gateway
Reference Manual

EDGE 7.11 Telephony Gateway Reference Manual
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2-014-071101-001

Telephony Gateway Reference Manual 3
How to Use This Manual
This manual describes the features of the EDGE Telephony Gateway.
It is intended for experienced programmers who are familiar with
their specific telephony devices and associated messages. It assumes
also that the audience is knowledgeable about the EDGE TELE-
PHONY commands supported through the use of this software prod-
uct. If specialized telephony development is required, knowledge
about the EDGE programming environment is assumed.
For general information about EDGE, refer to the EDGE 7.11 Devel-
oper Reference Manual.

How to Use This Manual
Telephony Gateway Reference Manual 4
How This Manual is Organized
This manual includes 12 chapters, 12 appendices, and an index.
Chapter 1, Introduction, is a general introduction to the features of
the EDGE Telephony Gateway.
Chapter 2, Architecture, describes the EDGE telephony software and
server architecture.
Chapter 3, Setup, provides information on the setup options used by
all telephony gateways.
Chapter 4, PBX Setup, provides information on the setup options
used only by the PBX Gateways.
Chapter 5, Agent Setup, provides information on agent setup.
Chapter 6, Dialer Setup, provides information on the setup options
used only by the Dialer Gateways.
Chapter 7, Built-in Functionality, describes the telephony functional-
ity built in to the Auto-Dial and Auto-Receive screens.
Chapter 8, TELEPHONY Verb, describes the EDGE TELEPHONY verb.

How to Use This Manual
Telephony Gateway Reference Manual 5
Chapter 9, Host-Based Routing, describes host based routing, includ-
ing the setup and servers.
Chapter 10, Telephony Events, describes how to setup and use tele-
phony events.
Chapter 11, Files, Fields, and Screens, describes the ctree files, log
files, SYS file fields, and screens used with telephony.
Chapter 12, Redundant Servers, describes how to configure redun-
dant servers for fault tolerance and failure recovery.
Chapter 13, Troubleshooting, describes common problems and pos-
sible solutions.
Appendix A, Glossary, provides a list of common computer and tele-
phony phrases.
Appendix B, File Layouts, contains detailed file layouts of the files
associated with the EDGE Telephony Gateway.
Appendix C, Environment Variables, lists UNIX environment variables
that can be used with the EDGE Telephony Gateway.
Appendix D, Aspect, describes features of the EDGE Telephony Gate-
way specific to Aspect.

How to Use This Manual
Telephony Gateway Reference Manual 6
Appendix E, Aspect Contact Server, describes features of the EDGE
Telephony Gateway specific to Aspect Contact Server.
Appendix G, CallPath, describes features of the EDGE Telephony
Gateway specific to CallPath.
Appendix H, CV/LAN, describes features of the EDGE Telephony
Gateway specific to CV/LAN.
Appendix I, Davox, describes features of the EDGE Telephony Gate-
way specific to Davox.
Appendix J, SER, describes features of the EDGE Telephony Gateway
specific to SER (formerly known as EIS).
Appendix K, Genesys, describes features of the EDGE telephony
Gateway specific to Genesys.
Appendix L, Telephony Messaging Interface, describes features of
the EDGE Telephony Messaging Interface.
Appendix M, EDGEdial Plug-In, describes features of the EDGE Tele-
phony Gateway specific to the EDGEdial plug-in.

How to Use This Manual Pitney Bowes Technical Support
Telephony Gateway Reference Manual 7
Pitney Bowes Technical Support
If you need assistance, contact Pitney Bowes Technical Support.
Voice [phone] (USA and Canadian customers only),
or [phone] (international direct dial).
[phone] (European customers--press 1 for
Technical Support, then 7)
Web http://pitneybowes.com
Email [email protected]
Mail Pitney Bowes
One Global View, Troy, NY 12180
For online case management, go to the link http://www.pbin-
sight.com/support/online-support-services. The Pitney Bowes Soft-
ware Support & Maintenance Handbook can also be found by
searching at the same link.

How to Use This Manual
Telephony Gateway Reference Manual 8

How to Use This Manual
Telephony Gateway Reference Manual 9
Documentation Conventions
Command Syntax The syntax for any command is described under the heading Syntax.
This describes all the options and properties that can be used, in the
order that they must be entered.
In the definitions, the following conventions are used:
• Italics indicate variable properties.
• The pipe symbol ( | ) indicates that one of the enclosed prop-
erties can be specified.
• Braces ({ }) indicate optional properties. Do not include the
braces.
In the following example of a syntax statement, specify any options
following the command tpserver:
tpserver {options}
Dialer Gateways For the purposes of this document, the term Dialer Gateway refers
the following predictive dialers:
• SER (formerly known as EIS).
PBX Gateways For the purposes of this document, the term PBX Gateway refers to
the following telephony systems:

How to Use This Manual
Telephony Gateway Reference Manual 10
• Aspect
• Aspect Contact Server
• CallPath
• CV/LAN
• Genesys
Dialer/PBX Gate-
ways
For the purposes of this document, the following telephony systems
support both Dialer and PBX features:
• EDGEdial Plug-in
• Davox
• Telephony Messaging Interface (TMI)
Implicit vs. Explicit For the purposes of this document, the term implicit refers to the
execution of TELEPHONY verb commands automatically by EDGE
using the built-in functionality. For more information, see the section
Built-in Functionality.
The term explicit refers to the execution of a TELEPHONY verb com-
mand from a logic flow.
CV/LAN and ASAI
terminology
For the purposes of this document, the following terms all refer to
CV/LAN utilizing the Adjunct/Switch Applications Interface (ASAI):

How to Use This Manual
Telephony Gateway Reference Manual 11
• ASAI.
• ASAI API.
• CV/LAN 3000.
• CV/LAN PC.
• CV/LAN with MAPD.
ANI and DNIS Ter-
minology
Automatic Number Identification (ANI) and Dialed Number Identifi-
cation Service (DNIS) are services that can be provided with a tele-
phone switch. The ANI contains the phone number from which the
call originated, and the DNIS specifies the telephone number dialed.
For the purposes of this document, the terms ANI and DNIS are used
to refer to the information provided by the switch for the calling
number and called number. If ANI and DNIS information is not avail-
able on your system, consult your switch documentation to deter-
mine what information will be provided as the calling number and
the called number. This may be the trunk ID, line ID, or some other
data. This data should be used in place of the ANI and DNIS where
these terms are specified in this document.

Telephony Gateway Reference Manual 12
1
Introduction
Overview Telephony is defined in Newton’s Telecom Dictionary as “the science
of transmitting voice, data, video, or image signals over a distance.”1
Telephony is essentially the classic business of telephone companies,
often otherwise called telecommunications.
Telephony combined with computing results in a new technology
called Computer Telephony Integration (CTI). CTI describes a wide
range of technologies that apply computer intelligence to telecom-
munications devices such as telephone switches, predictive dialers,
and telephones. This combination of technologies can be applied to
provide solutions to business needs that could not be achieved with
one of the technologies alone.
1. Harry Newton, Newton’s Telecom Dictionary (New York: Flatiron Publishing, Inc.,
1995), 1120.

Introduction Overview
Telephony Gateway Reference Manual 13
In its basic form, CTI allows telephony functions to be performed
from a computer terminal. This can consist of simple dialing (known
as preview dialing), conferencing multiple parties onto a single call,
or any other function otherwise performed from the telephone itself.
The EDGE Telephony Gateway provides support for the following:
•Inbound Calling.
•Outbound Calling.
•Blended Calling.
•Other CTI Features.

Introduction Inbound Calling
Telephony Gateway Reference Manual 14
Inbound Calling
With inbound calling, calls are routed to agents with synchronized
voice and data screen pops.
With the EDGE Telephony Gateway, inbound calls are routed to
agents using one of the following methods:
•Switch Based Routing.
•Host-Based Routing.
Switch Based
Routing
Switch based routing allows the switch to determine the agent or
ACD group to receive an incoming call. The EDGE Telephony Gate-
way works with the switch as follows:
1. EDGE instructs the switch to monitor all active agents’ exten-
sions and specified ACD groups for incoming calls.
2. On an incoming call, the switch routes the call to a selected
extension (EDGE agent), and notifies EDGE.
3. EDGE uses the DNIS or Vector Directory Number (VDN) to route
the agent to the first inbound screen of the appropriate EDGE
project. This allows agents to wait for calls outside of a specific
project, and take calls for more than one project. For informa-
tion on mapping the DNIS or VDN to an EDGE project, see the
section Coded Project.

Introduction Inbound Calling
Telephony Gateway Reference Manual 15
4. If the ANI is provided by the switch and the caller’s telephone
number is a key (primary or secondary) to the customer data-
base, the record for the caller can be retrieved.
Host-Based
Routing
Host-based routing (HBR)determines which agent or group of agents
is to handle each inbound call. This is also known as skills-based rout-
ing. An EDGE server customized by the EDGE developer determines
the agent or ACD group to receive the call. For more information, see
Chapter 9, Host-Based Routing.

Introduction Outbound Calling
Telephony Gateway Reference Manual 16
Outbound Calling
With the EDGE Telephony Gateway, calls can be dialed using the fol-
lowing basic methods:
•Predictive Dialing.
•Preview Dialing.
Predictive Dialing Predictive dialing is an automated method of making outbound calls
and passing connected calls to agents. Predictive dialing frees
agents from time spent pulling up and reviewing a record, dialing
the phone number, then potentially listening to rings, encountering
a busy signal, or hearing an answering machine.
Predictive dialer telephony devices are not just automated phone
dialers. They typically have built-in intelligence to handle pacing.
Pacing is the algorithm used to minimize the delay between calls for
agents. The predictive dialer considers, in real time, the number of
available phone lines, the number of available agents, the probabil-
ity of getting a non-connect such as a busy or no answer, the rest
time between calls for the agents, the average conversation length,
the nuisance rate, and potentially other factors as well. The pacing
algorithm properties that are configurable can be set from EDGE.
The nuisance rate (also called abandon rate) is the number of calls
that is acceptable to connect and not have an available agent. Typi-

Introduction Outbound Calling
Telephony Gateway Reference Manual 17
cally the predictive dialer disconnects upon determining there is no
agent to take the call, but some systems support playing a message
to the customer asking them to hold. Nuisance calls are unavoidable
in a predictive environment because pacing requires that more
phone numbers are dialed than there are available agents.
With the EDGE Telephony Gateway, each agent is assigned to a call-
set (equivalent to a predictive dialer campaign) and EDGE sends calls
to the predictive dialer based on this callset. The callset determines
from which projects, which queues, and in what percentages calls
should be sent to be dialed.
The predictive dialer dials all the phone numbers sent to it by EDGE
unless it has some built in screening that allows it to not dial calls
that are in a particular time zone, or that have a certain area code.
Dialed calls that are not answered or that are busy are not sent to
agents but are redialed based on an algorithm defined either on the
predictive dialer or in the EDGE callset. Predictive dialers that can dis-
tinguish a live answer from an answering machine or a telephone
company special information tone recording (telco SIT) can eliminate
these calls from being sent to agents as well.
Once the call is connected, the predictive dialer sends the call to an
available agent and notifies EDGE that this has occurred. EDGE

Introduction Outbound Calling
Telephony Gateway Reference Manual 18
routes the agent to the first outbound screen of the applicable proj-
ect, and presents the customer data.
Preview Dialing Preview dialing allows agents to initiate dialing from EDGE. It saves
the agents from dialing the telephone manually, thereby reducing
inaccurate dials. This typically increases productivity.
One common implementation of preview dialing is building a logic
flow to execute a Dial command after the customer record has been
retrieved, so agents can be connected to customers without dialing
the phone numbers themselves. Additional logic flows with other
telephony commands can be built to allow the agent to manipulate
the call as needed (for example, consulting with a supervisor or dis-
connecting in the end-of-guide logic).

Introduction Blended Calling
Telephony Gateway Reference Manual 19
Blended Calling
Blended calling occurs when agents receive a mix of inbound and
outbound calls during the same login session. Typically, agents are
primarily specified as inbound or outbound agents and will work
mostly in that area, using blended calling to handle peaks in inbound
calling. For example, the agent TSR1 may be assigned to a predictive
dialer campaign, but also be designated as an agent for an overflow
ACD queue. When an inbound call is received for which there is no
available agent, the calls can be routed to agent TSR1 in the overflow
queue. This is the most efficient use of blended calling, because it
allows both inbound and outbound calling to be maximized. It can
be inefficient to assign agents to a predictive campaign and an
inbound campaign, because they would switch back and forth too
frequently. Predictive dialer pacing is heavily based on the number
of agents in the pool; if that number frequently fluctuates, the pacing
may slow.
With the EDGE Telephony Gateway, blended calling is supported
with either of the the following telephony devices:
Avaya Proactive Contact and Davox
Davox Gateway uses the Telephony Messaging Interface (TMI) if sup-
ported by the third-party telephony device. The Davox system con-
trols the calls that are routed to each agent, balancing inbound and

Introduction Other CTI Features
Telephony Gateway Reference Manual 20
outbound calls based on the agent’s setup on the Davox system. This
is transparent from the EDGE side. The appropriate project screen
(inbound or outbound) is displayed to the agent based on the call
information.
For Call Blending capabilities with the Avaya Proactive Contact sys-
tem, please see the Avaya Proactive Contact section of this manual.
Other CTI
Features
The EDGE Telephony Gateway supports other features such as:
• Agent Monitoring.
• Conferencing.
• Consulting.
• Transferring.
Logic flows can be built to allow agents to initiate these features
from EDGE. For example, a logic flow can be implemented to initiate
a consultation with a supervisor to provide assistance on a customer
call. A typical use of the additional telephony gateway CTI features is
the implementation of a logic flow to enable a supervisor to monitor
an agent’s calls, and be conferenced into the call if necessary. For a
complete list of the CTI features available with the EDGE Telephony
Gateway, see Table 8-1.