Activ! Voice TSAPI CM (Rev A)

Activ! Voice - TSAPI Channel Manager (rev A)
ACTIV! VOICE - TS
API
TSAPI
CHANNEL MANA
GER
MANAGER
VPI • 160 Camino Ruiz, Camarillo, CA 93012-6700
(Voice) 800-200-5430 • 805-389-5200 • (Fax) 805-389-5202
www.vpi-corp.com
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Activ! Voice - TSAPI Channel Manager (rev A)
Contents
Introduction ------------------------------------------------------------------------------------------------------------------------------------ 4
Configuration (VPConfig) -------------------------------------------------------------------------------------------------------------------- 4
Start/Stop Record Events ------------------------------------------------------------------------------------------------------------------- 9
Revision History ----------------------------------------------------------------------------------------------------------------------------- 12
© Copyright 2007 VPI, Inc.
The information contained herein is subject to change without notice.
As the registered end user, you are free to make and use as many
copies of this manual as you like, so long as it is used for internal
purposes only and is not transmitted in any manner whatsoever to any
individual, organization or corporate entity not specifically named in
your End User License Agreement.
VPI shall not be liable for technical or editorial errors or omissions
contained herein.
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TOC
Activ! Voice - TSAPI Channel Manager (rev A)
Introduction
Activ! Voice uses Telephony Services API (TSAPI) with an Avaya Application Enablement Services (AES) Server to
monitor stations, and/or Vector Directory Numbers (VDN’s), i.e. to obtain recording triggers and call information. Activ!
Voice also uses the Device and Media Call Control (DMCC) interface (also known as CMAPI) with the Avaya AES
Server to register CMAPI softphones that Activ! Voice uses as recording ports. Activ! Voice issues a Single Step
Conference request through events acquired from TSAPI when recording a call.
Configuration (VPConfig)
This section describes the configuration settings of CTI, TSAPI, stations/agents to be recorded full time, and recording
stations for the Active Voice Call Logger TSAPI Channel Manager.
Start the Voice Print Server Configuration application (VPConfig) and then change to the Channels Tab:
VPConfig > Channel Manager > Channels (Tab):
Per each channel, highlight the Channel, include the extension number in the Extension field, and then check the Use
Channel box—otherwise the Channel will not be recorded.
Introduction/Configuration
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Activ! Voice - TSAPI Channel Manager (rev A)
From the WINDOWS directory locate the TSLIB.INI file and edit it (i.e. Windows® Notepad) and include the IP Address
of the AES Server.
From the Avaya AES Tlinks Web Page, copy the Tlink Name to the Service Machine Name section of the VPConfig
TSAPI Server Tab:
VPConfig > Channel Manager > TSAPI Server Setup (Tab) > Service Machine Name:
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Configuration
Activ! Voice - TSAPI Channel Manager (rev A)
From the Avaya AES CTI Users Web Page, copy the CTI User I.D (with unrestricted rights) to the Application User
Name section of the VPConfig TSAPI Server Tab:
VPConfig > Channel Manager > TSAPI Server Setup (Tab) > Application User Name:
Configuration
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Activ! Voice - TSAPI Channel Manager (rev A)
From the Display Station Page, copy the following info to the VPConfig CMAPI (AES) Options section of the TSAPI
Server Tab:
•
•
•
•
•
First Extension—the set of IP Soft Phones that was created in (DMCC)
NOTE: The user must create as many IP Soft Phones as they have physical phones that
they want to record.
Extension Password—the Avaya Security Code is used as the Extension Password
Server IP Address—the IP Address of the AES Server
Server Port—the default port to communicate with the AES SERVER. Use Port 4721
Switch (CLAN) Address—the IP Address of the Media Resource
VPConfig > Channel Manager > TSAPI Server Setup (Tab) > CMAPI (AES) Options:
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Configuration
Activ! Voice - TSAPI Channel Manager (rev A)
Place the Hunt Group in the ACD Groups Additional Monitors section of the VPConfig TSAPI Server Tab so Activ!
Voice can capture Agent ID’s:
VPConfig > Channel Manager > TSAPI Server Setup (Tab) > Additional Monitors:
Configuration
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Activ! Voice - TSAPI Channel Manager (rev A)
Start/Stop Record Events
On the VPConfig Start/Stop Events Tab, check all the events applicable to monitor.
The following is a complete list of Start/Stop Record Events for the Activ! Voice TSAPI Channel Manager.
NOTE: Check the Other Specify box and, in the field provided, include other supported Switch Events.
Start Record Events
Inbound
CSTA_DELIVERED
Indicates that a call is alerting (i.e., ringing) at a specific device or that the server has detected that a call is alerting at
a specific device.
CSTA_ESTABLISHED
Indicates that a device connects to a call.
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Start/Stop Events
Activ! Voice - TSAPI Channel Manager (rev A)
Outbound
CSTA_SERVICE_INITIATED
Indicates to Activ! Voice that telephony service was initiated at a device. The switch sends this event when it provides
"dial tone". Note that the user may be going off hook to invoke a feature using a feature access code, so call setup
events do not necessarily follow.
CSTA_ORIGINATED
Informs Activ! Voice that the switch is attempting to establish a call as a result of a completed request from Activ! Voice.
CSTA_DELIVERED
Indicates that a call is alerting (i.e., ringing) at a specific device or that the server has detected that a call is alerting at
a specific device.
CSTA_ESTABLISHED
Indicates that a device connects to a call.
Inbound/Outbound
CSTA_RETRIEVED
Identifies a call which was previously on hold and has been retrieved at a device. This is equivalent to taking the call off
the hold state and into the active state.
Stop Record Events
Inbound/Outbound
CSTA_CONNECTION_CLEARED
Indicates that a device associated with a call disconnects from the call or is dropped from the call. It does not indicate
that a transferring device has left a call through the act of transferring that call.
CSTA_TRANSFERRED
Indicates that an existing call was transferred to another device and that the device which transferred the call is no
longer part of the call (i.e., the transferring device has been dropped from the call).
Start/Stop Events
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Activ! Voice - TSAPI Channel Manager (rev A)
Agent Mode Change
CSTA_WORK_NOT_READY
Indicates that the agent is in “after call work mode” completing the tasks involved in servicing a call after the connection
has been disconnected. This implies that the agent is no longer on the call but is completing the servicing of the last call
and the agent should not receive any additional calls.
CSTA_NOT_READY
Indicates that an agent is busy with tasks other than servicing an ACD call at the device. In most cases this will imply
that the agent is not ready to receive a call or that the agent is taking a break.
CSTA_WORK_READY
Indicates that the agent is in "after call work mode" completing the tasks involved in servicing a call after the connection
has been disconnected. This implies that the agents is no longer on the call but is completing the servicing of the last
call and the agent may receive any additional calls.
CSTA_READY
Indicates that an agent is ready to receive calls at the device. This event can occur even if the agent is busy on an active
call at the device.
Inbound/Outbound
CSTA_HELD
Indicates that the server has detected that communications on a particular Connection has be interrupted (i.e. put on
hold) by one of the devices on the call.
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Start/Stop Events
Activ! Voice - TSAPI Channel Manager (rev A)
Revision History
Rev Level:
Rev A:
Date:
Description:
05/17/07 Initial Release.
Revision History
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