CTI DIP feature

Type of feature

The computer telephony integration data integration process (CTI DIP) is an optional feature.

About the CTI DIP feature

CTI is an alternative to the manipulation of a PBX via a direct ASAI connection to the Avaya IR system. Applications that make function calls to the Computer Telephony Integration (CTI) data integration process (DIP) on the Avaya IR system can use a CentreVu Computer Telephony (CVCT) server to control ports on a PBX and to interact with Siebel eBusiness applications that are located on a client connected to the server.

One of the main benefits of CTI is redundancy. Up to two extra CVCT servers can be connected to an Avaya IR system as backups to the server handling calls. If connection to the primary CVCT server is lost, then connection is made to a second server; if this connection is lost, then the third server is used.

CTI lets Script Builder and IVR Designer applications communicate with a CentreVu Computer Telephony (CVCT) server that controls a DEFINITY PBX or interacts with a Siebel desktop that has been set up as a CVCT client.

Applications can make function calls to the associated DIP to:

• Put calls on hold.
• Retrieve calls from hold.
• Disconnect calls.
• Transfer two calls together.
• Report information about a call (port extension, call ID, ANI, Called Number) to the application.
• Report the state of each call to the application.
• Provide answer notification to a voice script.
• Dial a call.
• Get and report private data (UUI and UCID information) to the application.

An application on the Avaya IR system uses the CTI DIP to interact with a JTAPI client, which sends and receives JTAPI messages over a LAN to a network interface card (NIC) on the CVCT server. This same NIC can be used to communicate with a Siebel eBusiness application residing on a client that uses CVCT Client software and a special driver (CentreVu CT for Siebel Client).

The CVCT server uses a telephony server (TSRV) to route messages to the PBX with the aid of a special driver and another NIC. Messages at the DEFINITY PBX are handled by its MAPD circuit card.

Hardware requirements

Only the DEFINITY 6.3 or later switch is supported by the CTI DIP feature.

Software considerations

This feature uses the CTI Data Interface Process package software.

The following software is supported by the CTI DIP feature:

• CentreVu CT Release 9.1 Version 1 or later
• Private Data Version 6

Setup considerations

To setup the CTI DIP feature:

1. Install the CTI DIP package.
2. Configure the CTI DIP using Web Administration.
3. Reinstall the CTI-enabled application using /vs/bin/ag/install for Script Builder applications or sci for IVR Designer applications.
4. Set up telephony for CTI.

Make telephony connections to the PBX as you would for ASAI. Make digital connections between the Avaya IR system and the line side of the switch with either line side FXS T1 or line side FXS E1.

This type of connection supports the use of various switch features that are not compatible with an ordinary T1 trunk connected between the Avaya IR system and switch. These features include call transfer and call progress tone (CPT) detection, either in conjunction with CCA or where an E1/T1 interface circuit card is used for communications.

5. Administer the Avaya IR system and PBX.
6. Administer telephony by completing the following steps:
1. Administer LSE1, and LST1 lines.

To be certain that you select options that are compatible with the DEFINITY G3 switch , select DEFINITY in the PBX defaults screen. If you are administering a new system, the lines are configured correctly by default.

2. Place all the lines into service.

CAUTION:
Do not proceed until the lines are in the inserv state.

7. Administer CVCT.
8. Set up and administer the Siebel Client for CTI (if necessary).

If a Siebel client will be used, see CentreVu � CT Integration for SIEBEL � eBusiness Applications (Release 1.1, Version 1.2.205) Client Installation Guide, for information about how to setup and administer both the client and the CVCT server.

Using this feature

Use CTI external functions to change the state of a call or to move information about a call.

For more information

For more information on the CTI DIP feature, see:

• CTI DIP administration (Web admin)

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