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 switch 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 an Avaya Computer Telephony (CT) server to control ports on a switch.

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

CTI lets IVR Designer applications communicate with an Avaya CT server that controls a MultiVantage switch.

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 Avaya CT server.

The Avaya CT server uses a telephony server (TSRV) to route messages to the switch with the aid of a special driver and another NIC. The MAPD circuit card on the MultiVantage switch handles the messages.

Hardware requirements

The CTI DIP feature is supported by only the MultiVantage switch.

Software requirements

This feature uses the CTI DIP package (AVctidip). For more information, see CTI DIP package.

The following software supports 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 the telephony connections for CTI.

   Make telephony connections to the switch as you would for ASAI. Make digital connections between the Avaya IR system and 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 switch.
6. Administer the switch interfaces.

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

7. Administer Avaya CT.

Using this feature

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

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