Avaya IP Office CTI Link Installation Manual

Page 2 - Introduction IP Office CTI Link 40DHB0002UKCC – Issue 4 (05/08/2002) Installation Manual Introduction........................................................................................................................................ 3 Contents Overview..................................................................................................................................................................3 IP Office CTI Link Lite........................................................................................................................................................3 IP Office CTI Link Pro........................................................................................................................................................3 Installation and Configuration.......................................................................................................... 4 Overview..................................................................................................................................................................4 Installing TAPILink and DevLink........................................................................................................................................4 Installing the Wave Driver..................................................................................................................................................5 Windows 2000......................................................................................................................................................5 Windows NT4.......................................................................................................................................................5 Installing the CTI TAPILink Pro and Wave Licenses .........................................................................................................6 Configuring the TAPI Driver...............................................................................................................................................7 Single User Mode.................................................................................................................................................8 Third Party Mode..................................................................................................................................................8 Configuring IP Office for TAPI ...........................................................................................................................................8 Glossary.............................................................................................................................................. 9

Introduction Overview The IP Office CTI Link is available in Lite and Pro versions, which provide run-time interfaces for applications to use. The Software Development Kit (SDK) provides documentation on both Lite and Pro interfaces for software developers. Both the Lite and Pro offerings are the same program. The additional functionality provided by IP Office CTI Link Pro is enabled when the CTI Link Pro licence key is installed (see page 6). IP Office CTI Link Lite IP Office CTI Link Lite is a free of charge offering, and contains the following component: • TAPILink Lite This component implements Microsoft TAPI, and allows programs to control one telephone line per PC. It provides simple CTI, including answer, hangup, make-call, transfer, and screen-popping functionality. Please see the TAPILink Developers Guide for more details on TAPILink Lite and TAPILink Pro. IP Office CTI Link Pro IP Office CTI Link Pro includes all of the Lite functionality. It contains the following components: • TAPILink Pro This component provides both first-party and third-party TAPI control of telephony devices. In addition to the functionality provided by TAPILink Lite, it also adds the ability to receive information on ACD queues, hunt groups, and provides additional advanced functionality. Please see the TAPILink Developers Guide for more details on TAPILink Lite and TAPILink Pro. • DevLink Pro This component provides a real-time event stream. The real-time event stream provides information on telephone activity as and when that activity occurs, and also provides information on trunk activity. IP Office CTI Link Introduction - Page 3 Installation Manual 40DHB0002UKCC – Issue 4 (05/08/2002)

Installation and Configuration Installation and Configuration Overview The IP Office CTI Link installation primarily concerns the installation and configuration of the TAPI driver, both of which are detailed in the following paragraphs. Installation of the DevLink files is also detailed. For programming details, refer to the TAPI Link Developer's Guide and the DevLink Programmer's Guide respectively. Installing TAPILink and DevLink The IP Office TAPI Service Provider and the DevLink files are both installed from the IP Office User CD. Perform the following: 1. Insert IP Office User CD (self installing). 2. The Workstation Installation Wizard - Welcome screen displayed. 3. Click on Next and Identifying Your Unit screen displayed. 4. Enter both your User Name (or select from existing) and User Password. Click on Next. 5. The Ready to Install screen displayed. Click on Finish. 6. A progress bar is displayed and on completion the Welcome to the InstallShield Wizard for IP Office User Suite screen is displayed. Click Next. 7. The Choose Destination screen displayed. 8. Either accept default or click Browse and select your own destination folder. Click Next. 9. On the Select Components screen tick the TAPI box and, if required, the DevLink box (see Notes below). Do not change any other setting. 10. The Select Program Folder screen is displayed. 11. Either accept default or enter a new folder name. Click Next. 12. A progress bar is displayed and on completion the InstallShield Wizard Complete screen is displayed. 13. Click Finish to exit from install routine. Note: DevLink is installed and used in conjunction with 3rd party applications, e.g. Call Costing software. For more information please refer to the IP Office CTI Link DevLink Programmer's Guide. Page 4 - Installation and Configuration IP Office CTI Link 40DHB0002UKCC – Issue 4 (05/08/2002) Installation Manual

Overview - Page 5 Installing the Wave Driver The IP400 wave driver is called “nawave32.drv”. It is in the “wave32” directory on the User CD. It is a 32bit WAVE driver, and therefore only works on Windows NT and Windows 2000. Windows XP is not yet supported. It is not plug-and-play as there is not actually any hardware associated. It is a soft emulation. You therefore need to install it manually. Windows 2000 In the control panel select Add/Remove Hardware. You have to wait for your PC to do a Search for new Devices, which takes about 30 seconds, and does not actually achieve anything. Select “Add New Device”, then “No I want to select hardware from a list”, then “Sound, video and game controllers”. Press the “Have Disk” button. Navigate to the “wave32” directory on the CDROM. Select the oemsetup.inf file. Once the wave driver is installed, you must ensure that it is only used by TAPI! Otherwise, the system will start using it inappropriately, like playing “ding.wav” when you receive e-mail. This will cause problems. From the Control Panel, Select “Sounds and Multimedia”. Ensure that no preferred devices use the WIDWOD32 driver. This is not sufficient on it’s own, however. You need to prevent its use explicitly. Go to: “Sounds and Multimedia Properties/Hardware/IP400 32 bit WIDWOD Driver/ Properties/Properties” Check the box labelled “Do not map through this device”. Windows NT4 In the Control Panel select Multimedia/Devices/Audio Devices. Press Add. Select Unlisted or Updated Driver. Browse to the “wave32” directory on the User CD. Press OK to add the “IP400 32 bit WIDWOD driver”. Once the wave driver is installed, you must ensure that it is only used by TAPI! Otherwise, the system will start using it inappropriately, like playing “ding.wav” when you receive e-mail. This will cause problems. From the Control Panel, Select “Multimedia”. Ensure that no preferred devices use the WIDWOD32 driver. This is not sufficient on it’s own, however. You need to prevent its use explicitly. Go to: “Multimedia/Devices/Audio Devices/Audio for IP400 32 bit WIDWOD driver /Properties” Check the box labelled “Do not map through this device”. IP Office CTI Link Installation and Configuration - Page 5 Installation Manual 40DHB0002UKCC – Issue 4 (05/08/2002)

Installation and Configuration Installing the CTI TAPILink Pro and Wave Licenses You do not need a license in order to use the TAPI driver, but the license provides the following additional functionality: • Third Party mode • ACD Queue monitoring • lineDevSpecific function enabled These are described in “Configuring the TAPI Driver” on page 7. In addition, to use the Wave functionality you need to install a Wave User’s Licence for each Wave user. To install the TAPI licenses, proceed as follows: 1. Run the IP Office Manager. This is installed from the IP Office Admin CD. 2. Load the configuration file for your IP Office. 3. Select License on the tree in the left hand window. 4. Right-click in the right hand window and select New. 5. Type in the 32 character license key. 6. The IP Office Manager will indicate whether the license is valid or not. Page 6 - Installation and Configuration IP Office CTI Link 40DHB0002UKCC – Issue 4 (05/08/2002) Installation Manual

Overview - Page 7 Configuring the TAPI Driver TAPI Service Providers are configured using a Windows Control Panel applet. The name of the applet is not the same across all versions of Windows. The following table indicates the name of the applet and the tab that must be selected within the applet: Windows Version Control Panel Applet Tab XP Pro Network and Internet Connections, Phone and Modem Options Advanced 2000 Phone and Modem Options Advanced ME Telephony Telephony Drivers 98 Telephony Telephony Drivers NT4 Telephony Telephony Drivers 95 Telephony Note: TAPI 2.1 must be installed on Windows 95. After installing IP Office TAPI, TAPI 2.1 installation, tapi2195.exe, can be found in the IP Office installation directory, e.g. Program File/Avaya/IP Office/TAPI/Win95. Telephony Drivers Run the appropriate applet for your version of Windows and select the tab indicated above. You will be presented with the list of TAPI Service Providers that you have installed. The IP Office TAPI Service Provider will be in the list of installed TAPI Service Providers. Select Avaya IP Office TAPI Service Provider and press Configure. You will be presented with the Avaya TAPI Configuration menu screen. The IP Office TAPI Service Provider can operate in Single User mode or Third Party mode. A license must be purchased to enable the Third Party mode. Note that the unlicensed version will not prevent you from selecting this option but it will not work. Single User mode means that the TAPI application can control and/or monitor a single telephony device. Third Party mode means that the TAPI application can control and/or monitor all telephony devices on a particular IP Office unit. Note that on some versions of Windows it will be necessary to reboot the PC (or just restart the telephony service) in order for configuration changes to take effect. IP Office CTI Link Installation and Configuration - Page 7 Installation Manual 40DHB0002UKCC – Issue 4 (05/08/2002)

Installation and Configuration Single User Mode Enter the IP address of the IP Office unit in the box labelled Switch IP Address. Select the Single User option. Enter the user name and password for the extension that is to be monitored and/or controlled by TAPI. Normally, the user name will be the name of a person associated with a physical telephone extension. Third Party Mode Enter the IP address of the IP Office unit in the box labelled Switch IP Address. Select the Third Party option. Enter the password for the switch. This is the same password that is entered in Manager when loading the configuration of the switch. By default, Third Party mode will provide a TAPI line for every physical extension attached to the IP Office. The checkboxes associated with Third Party mode enable additional entities to be monitored and/or controlled by TAPI. WAV Users If you are using the Wave Driver in Third Party mode then you will need to check the WAV User checkbox to provide access to the TAPI lines associated with WAV Users. ACD Queues The IP Office can be configured to queue incoming calls that are being presented to a group of internal users. For example, if your IP Office was configured with a group of call center agents, you would want to queue an incoming call until an agent becomes available to take the call. Checking the ACD Queues checkbox provides lines to monitor and/or control the queue of calls against a group. Configuring IP Office for TAPI This section describes the configuration of the IP Office using the Manager application. There are two ways in which you can use TAPI with IP: 1. If your application monitors telephones but does not control them, then there is no configuration necessary. 2. If your application controls telephones, you should configure all users that will be controlled as an off-hook station. This will cause the user’s phone to return to the idle state when a call is hung up using TAPI. Without this option set, the phone will remain in a disconnected state until the phone is hung up manually. The off-hook station checkbox can be found on the Telephony tab of the User’s setting in Manager. Page 8 - Installation and Configuration IP Office CTI Link 40DHB0002UKCC – Issue 4 (05/08/2002) Installation Manual

Glossary This section contains the list of all abbreviations and acronyms used in this document. ACD Automated Call Distributor CD Compact Disk ID Identifier I/O Input / Output IP Internet Protocol ISDN Integrated Standard Digital Network ME Millennium Edition (Windows) MSDN Microsoft Developer Network PSTN Public Switched Telephone Network SDK Software Developer’s Kit TAPI Telephony Applications Programming Interface TSP Telephony Service Provider TSPI Telephony Service Provider Interface UUI User-to-User Information IP Office CTI Link Glossary - Page 9 Installation Manual 40DHB0002UKCC – Issue 4 (05/08/2002)

specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments to the detailed specifications at its discretion. The publication of information in this document does not imply freedom from patent or other protective rights of Avaya, or others. Intellectual property related to this product (including trademarks) and registered to Lucent Technologies has been transferred or licensed to Avaya. All trademarks identified by the ® or TM are registered trademarks or trademerks, repecively, of Avaya Inc. All other trademarks are the property of their respective owners. This document contains propietary information of Avaya and is not to be disclosed or used except in accordance with applicable agreements. Any comments or suggestions regarding this document should be sent to [email protected]. © 2002 Avaya Inc. All rights reserved. Avaya SMBS Sterling Court 15 - 21 Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel: +44 (0) 1707 392200 Fax: +44 (0) 1707 376933 Email: [email protected] Web: http://www.avaya.com. IP Office CTI Link - Installation Manual 40DHB0002UKCC – Issue 4 (05/08/2002)