Designing applications that integrate with Avaya IC

The Avaya Computer Telephony DIP installed on the Avaya IR system provides a transparent interface to Avaya Computer Telephony on the Avaya Interaction Center. It is accessed through a single external function, named Vesp_dip. Applications invoke DIP functions to communicate with the VOX Server, the entry point into the Avaya Computer Telephony environment. The VOX Server, which can communicate with both environments, interprets these functions and provides all subsequent processing required to interact with Avaya Computer Telephony.

An Overview of Vesp_dip

The Vesp_dip program interchanges data between the Avaya IR system and the VOX Server. The Vesp_dip program consists of the following files:

• vesp_dip
• vesp_dip.t
• vesp_dip.h
• vespdipi.h
• trap.t
• untrap.t

The trap.t and untrap.t files are used only by Script Builder applications.

Creating Requests

It is possible to construct functions with more than four parameters. This is done in several steps. Up to 62 parameters can be added to a function (allowing for up to 30 names and values to be set or read in a request). Commands associated with creating and sending requests in steps begin with +, so they do not overlap with actual VOX command names.

These commands are:

• +create
• +getarg
• +send
• +setarg

Arguments in the constructed functions must be placed in positions in accordance with the definitions for the VOX Server commands.

Replies to requests are preserved until the next +create command, or until any request not beginning with a + is used. It is permissible to use +getarg to read responses from commands that were not built with +create. Any request that does not begin with + uses the +create, +setarg and +getarg mechanism internally.

Note:
The + commands should not be used to construct requests that cannot accept a variable number of arguments.

A Few Rules to Remember

There are a few rules you must follow to ensure proper communication between the Avaya IR system and the Avaya Computer Telephony software:

• A caller might hang up at any time. The application must be prepared to handle this. Therefore, be sure to insert an asynchronous event at the very beginning of the application. It must be the first node, placed even before the Answer Call node. You also need to add a call flow which runs if the caller hangs up.
• As soon as the call is accepted by the application through the Answer Call node, the application must immediately invoke the newcall function. If it does not, the call is not handled properly and subsequent calls could be affected.
• When the call ends, regardless of the reason, the application must immediately invoke the gone function of the DIP. If not, both that call and all subsequent calls on that line may be lost or otherwise improperly handled by the system. Do not handle new calls on that line until the gone function returns a response.

A Few Notes on Invoking External Functions

Applications for the Avaya IR system are constructed using the IVR Designer tool. To insert an Avaya Computer Telephony command, add a Vesp_dip external function node. Then define the parameters in the node inspector.

The node inspector requires you to enter the function name and 5 arguments to define the function. You must enter values in all five fields. Enter empty fields if there is no parameter associated with that argument.

• The function name is always Vesp_dip.
• The first argument parameter is always the name of one of the Vesp_dip functions.
• The meanings of the other four arguments vary with each function.

Vesp_dipfunctions

The following table lists the Vesp_dip functions:

For more information on the individual Vesp_dip functions, see Vesp_dip.

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