edge 7.9 telephony gateway reference manual · 1 introduction overview telephony is defined in...

EDGE 7.10 Telephony Gateway Reference Manual

EDGE 7.10 Telephony Gateway Reference Manual

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2-014-071001-001

How to Use This Manual

This manual describes the features of the EDGE Telephony Gateway.It is intended for experienced programmers who are familiar withtheir specific telephony devices and associated messages. It assumesalso that the audience is knowledgeable about the EDGE TELE-PHONY commands supported through the use of this software prod-uct. If specialized telephony development is required, knowledgeabout the EDGE programming environment is assumed.

For general information about EDGE, refer to the EDGE 7.10 Devel-oper Reference Manual.

Telephony Gateway Reference Manual 3


How This Manual is OrganizedThis manual includes 12 chapters, 12 appendices, and an index.

Chapter 1, Introduction, is a general introduction to the features ofthe EDGE Telephony Gateway.

Chapter 2, Architecture, describes the EDGE telephony software andserver architecture.

Chapter 3, Setup, provides information on the setup options used byall telephony gateways.

Chapter 4, PBX Setup, provides information on the setup optionsused only by the PBX Gateways.

Chapter 5, Agent Setup, provides information on agent setup.

Chapter 6, Dialer Setup, provides information on the setup optionsused only by the Dialer Gateways.

Chapter 7, Built-in Functionality, describes the telephony functional-ity built in to the Auto-Dial and Auto-Receive screens.

Chapter 8, TELEPHONY Verb, describes the EDGE TELEPHONY verb.



Chapter 9, Host-Based Routing, describes host based routing, includ-ing the setup and servers.

Chapter 10, Telephony Events, describes how to setup and use tele-phony events.

Chapter 11, Files, Fields, and Screens, describes the ctree files, logfiles, SYS file fields, and screens used with telephony.

Chapter 12, Redundant Servers, describes how to configure redun-dant servers for fault tolerance and failure recovery.

Chapter 13, Troubleshooting, describes common problems and pos-sible solutions.

Appendix A, Glossary, provides a list of common computer and tele-phony phrases.

Appendix B, File Layouts, contains detailed file layouts of the filesassociated with the EDGE Telephony Gateway.

Appendix C, Environment Variables, lists UNIX environment variablesthat can be used with the EDGE Telephony Gateway.

Appendix D, Aspect, describes features of the EDGE Telephony Gate-way specific to Aspect.



Appendix E, Aspect Contact Server, describes features of the EDGETelephony Gateway specific to Aspect Contact Server.

Appendix G, CallPath, describes features of the EDGE TelephonyGateway specific to CallPath.

Appendix H, CV/LAN, describes features of the EDGE TelephonyGateway specific to CV/LAN.

Appendix I, Davox, describes features of the EDGE Telephony Gate-way specific to Davox.

Appendix J, SER, describes features of the EDGE Telephony Gatewayspecific to SER (formerly known as EIS).

Appendix K, Genesys, describes features of the EDGE telephonyGateway specific to Genesys.

Appendix L, Telephony Messaging Interface, describes features ofthe EDGE Telephony Messaging Interface.

Appendix M, EDGEdial Plug-In, describes features of the EDGE Tele-phony Gateway specific to the EDGEdial plug-in.


How to Use This Manual EDGE Customer Care

EDGE Customer CareIf you need assistance, contact EDGE Customer Care.

Voice +1 (800) 232 3343 (USA and Canadian customers only),or +1 (888) 507 5285 (international direct dial).+44 (0)1491 416778 (European customers)

Web http://support.portraitsoftware.com

Email [email protected]

Mail Pitney Bowes Software1 Elmcroft Road Stamford, CT 06926

Please note that the Product Support Handbook located in the cus-tomer login area of our web-site holds the latest information abouthow you can reach EDGE Customer Care depending on your specificneeds.


http://support.portraitsoftware.com

mailto:[email protected]


Documentation Conventions

Command Syntax The syntax for any command is described under the heading Syntax.This describes all the options and properties that can be used, in theorder that they must be entered.

In the definitions, the following conventions are used:

• Italics indicate variable properties.

• The pipe symbol ( | ) indicates that one of the enclosed prop-erties can be specified.

• Braces ({ }) indicate optional properties. Do not include thebraces.

In the following example of a syntax statement, specify any optionsfollowing the command tpserver:

tpserver {options}

Dialer Gateways For the purposes of this document, the term Dialer Gateway refersthe following predictive dialers:

• SER (formerly known as EIS).

PBX Gateways For the purposes of this document, the term PBX Gateway refers tothe following telephony systems:



• Aspect

• Aspect Contact Server

• CallPath

• CV/LAN

• Genesys

Dialer/PBX Gate-ways

For the purposes of this document, the following telephony systemssupport both Dialer and PBX features:

• EDGEdial Plug-in

• Davox

• Telephony Messaging Interface (TMI)

Implicit vs. Explicit For the purposes of this document, the term implicit refers to theexecution of TELEPHONY verb commands automatically by EDGEusing the built-in functionality. For more information, see the sectionBuilt-in Functionality.

The term explicit refers to the execution of a TELEPHONY verb com-mand from a logic flow.

CV/LAN and ASAI terminology

For the purposes of this document, the following terms all refer toCV/LAN utilizing the Adjunct/Switch Applications Interface (ASAI):



• ASAI.

• ASAI API.

• CV/LAN 3000.

• CV/LAN PC.

• CV/LAN with MAPD.

ANI and DNIS Ter-minology

Automatic Number Identification (ANI) and Dialed Number Identifi-cation Service (DNIS) are services that can be provided with a tele-phone switch. The ANI contains the phone number from which thecall originated, and the DNIS specifies the telephone number dialed.

For the purposes of this document, the terms ANI and DNIS are usedto refer to the information provided by the switch for the callingnumber and called number. If ANI and DNIS information is not avail-able on your system, consult your switch documentation to deter-mine what information will be provided as the calling number andthe called number. This may be the trunk ID, line ID, or some otherdata. This data should be used in place of the ANI and DNIS wherethese terms are specified in this document.


1Introduction

Overview Telephony is defined in Newton’s Telecom Dictionary as “the science

of transmitting voice, data, video, or image signals over a distance.”1

Telephony is essentially the classic business of telephone companies,often otherwise called telecommunications.

Telephony combined with computing results in a new technologycalled Computer Telephony Integration (CTI). CTI describes a widerange of technologies that apply computer intelligence to telecom-munications devices such as telephone switches, predictive dialers,and telephones. This combination of technologies can be applied toprovide solutions to business needs that could not be achieved withone of the technologies alone.

1. Harry Newton, Newton’s Telecom Dictionary (New York: Flatiron Publishing, Inc., 1995), 1120.


Introduction Overview

In its basic form, CTI allows telephony functions to be performedfrom a computer terminal. This can consist of simple dialing (knownas preview dialing), conferencing multiple parties onto a single call,or any other function otherwise performed from the telephone itself.

The EDGE Telephony Gateway provides support for the following:

• Inbound Calling.

• Outbound Calling.

• Blended Calling.

• Other CTI Features.


Introduction Inbound Calling

Inbound CallingWith inbound calling, calls are routed to agents with synchronizedvoice and data screen pops.

With the EDGE Telephony Gateway, inbound calls are routed toagents using one of the following methods:

• Switch Based Routing.

• Host-Based Routing.

Switch Based Routing

Switch based routing allows the switch to determine the agent orACD group to receive an incoming call. The EDGE Telephony Gate-way works with the switch as follows:

1. EDGE instructs the switch to monitor all active agents’ exten-sions and specified ACD groups for incoming calls.

2. On an incoming call, the switch routes the call to a selectedextension (EDGE agent), and notifies EDGE.

3. EDGE uses the DNIS or Vector Directory Number (VDN) to routethe agent to the first inbound screen of the appropriate EDGEproject. This allows agents to wait for calls outside of a specificproject, and take calls for more than one project. For informa-tion on mapping the DNIS or VDN to an EDGE project, see thesection Coded Project.


Introduction Inbound Calling

4. If the ANI is provided by the switch and the caller’s telephonenumber is a key (primary or secondary) to the customer data-base, the record for the caller can be retrieved.

Host-Based Routing

Host-based routing (HBR)determines which agent or group of agentsis to handle each inbound call. This is also known as skills-based rout-ing. An EDGE server customized by the EDGE developer determinesthe agent or ACD group to receive the call. For more information, seeChapter 9, Host-Based Routing.


Introduction Outbound Calling

Outbound CallingWith the EDGE Telephony Gateway, calls can be dialed using the fol-lowing basic methods:

• Predictive Dialing.

• Preview Dialing.

Predictive Dialing Predictive dialing is an automated method of making outbound callsand passing connected calls to agents. Predictive dialing freesagents from time spent pulling up and reviewing a record, dialingthe phone number, then potentially listening to rings, encounteringa busy signal, or hearing an answering machine.

Predictive dialer telephony devices are not just automated phonedialers. They typically have built-in intelligence to handle pacing.Pacing is the algorithm used to minimize the delay between calls foragents. The predictive dialer considers, in real time, the number ofavailable phone lines, the number of available agents, the probabil-ity of getting a non-connect such as a busy or no answer, the resttime between calls for the agents, the average conversation length,the nuisance rate, and potentially other factors as well. The pacingalgorithm properties that are configurable can be set from EDGE.

The nuisance rate (also called abandon rate) is the number of callsthat is acceptable to connect and not have an available agent. Typi-



cally the predictive dialer disconnects upon determining there is noagent to take the call, but some systems support playing a messageto the customer asking them to hold. Nuisance calls are unavoidablein a predictive environment because pacing requires that morephone numbers are dialed than there are available agents.

With the EDGE Telephony Gateway, each agent is assigned to a call-set (equivalent to a predictive dialer campaign) and EDGE sends callsto the predictive dialer based on this callset. The callset determinesfrom which projects, which queues, and in what percentages callsshould be sent to be dialed.

The predictive dialer dials all the phone numbers sent to it by EDGEunless it has some built in screening that allows it to not dial callsthat are in a particular time zone, or that have a certain area code.

Dialed calls that are not answered or that are busy are not sent toagents but are redialed based on an algorithm defined either on thepredictive dialer or in the EDGE callset. Predictive dialers that can dis-tinguish a live answer from an answering machine or a telephonecompany special information tone recording (telco SIT) can eliminatethese calls from being sent to agents as well.

Once the call is connected, the predictive dialer sends the call to anavailable agent and notifies EDGE that this has occurred. EDGE



routes the agent to the first outbound screen of the applicable proj-ect, and presents the customer data.

Preview Dialing Preview dialing allows agents to initiate dialing from EDGE. It savesthe agents from dialing the telephone manually, thereby reducinginaccurate dials. This typically increases productivity.

One common implementation of preview dialing is building a logicflow to execute a Dial command after the customer record has beenretrieved, so agents can be connected to customers without dialingthe phone numbers themselves. Additional logic flows with othertelephony commands can be built to allow the agent to manipulatethe call as needed (for example, consulting with a supervisor or dis-connecting in the end-of-guide logic).


Introduction Blended Calling

Blended CallingBlended calling occurs when agents receive a mix of inbound andoutbound calls during the same login session. Typically, agents areprimarily specified as inbound or outbound agents and will workmostly in that area, using blended calling to handle peaks in inboundcalling. For example, the agent TSR1 may be assigned to a predictivedialer campaign, but also be designated as an agent for an overflowACD queue. When an inbound call is received for which there is noavailable agent, the calls can be routed to agent TSR1 in the overflowqueue. This is the most efficient use of blended calling, because itallows both inbound and outbound calling to be maximized. It canbe inefficient to assign agents to a predictive campaign and aninbound campaign, because they would switch back and forth toofrequently. Predictive dialer pacing is heavily based on the numberof agents in the pool; if that number frequently fluctuates, the pacingmay slow.

With the EDGE Telephony Gateway, blended calling is supportedwith either of the the following telephony devices:

Avaya Proactive Contact and Davox

Davox Gateway uses the Telephony Messaging Interface (TMI) if sup-ported by the third-party telephony device. The Davox system con-trols the calls that are routed to each agent, balancing inbound and


Introduction Other CTI Features

outbound calls based on the agent’s setup on the Davox system. Thisis transparent from the EDGE side. The appropriate project screen(inbound or outbound) is displayed to the agent based on the callinformation.

For Call Blending capabilities with the Avaya Proactive Contact sys-tem, please see the Avaya Proactive Contact section of this manual.

Other CTI Features

The EDGE Telephony Gateway supports other features such as:

• Agent Monitoring.

• Conferencing.

• Consulting.

• Transferring.

Logic flows can be built to allow agents to initiate these featuresfrom EDGE. For example, a logic flow can be implemented to initiatea consultation with a supervisor to provide assistance on a customercall. A typical use of the additional telephony gateway CTI features isthe implementation of a logic flow to enable a supervisor to monitoran agent’s calls, and be conferenced into the call if necessary. For acomplete list of the CTI features available with the EDGE TelephonyGateway, see Table 8-1.


2Architecture

Overview The EDGE Telephony Gateway provides a means of communicatingwith a telephony device from a guide or task. The software andserver architecture of the server side EDGE Telephony Gateway mod-ule is discussed in this chapter.

Client side telephony integration ( e.g Genesys Version 8 ) is achievedthrough Guide telephony requests and events being routed via theclient executable. This traffic is handed off to the specific integrationon the client. In client side integration there is no TPSERVER/SwitchServer as the integration is being done at the cleint.


Architecture Software Architecture

Software ArchitectureThe EDGE Telephony Gateway consists of a generic layer of software,a telephony device-specific layer, and a protocol translation layerthat lies in between, as shown in Figure 2-1.

These layers perform the following functions:

• The generic telephony layer supports features that are com-mon among most telephony devices, such as Disconnect.

• The protocol translation layer maps the generic commands tothe device-specific message format.

• The device-specific layer message supports and builds thespecific messages for each telephony device.


Architecture Software Architecture

Figure 2-1. Telephony Server Architecture

EDGE Software System

EDGE Generic Telephony Layer

Telephony Protocol Translation Layer

Telephony Device specific Message Layer

ACD Dialers IVR


Architecture Server Architecture

Server ArchitectureThe following are the components of the server architecture:

• Telephony Servers.

• Shared Memory.

• Message Queues.

A set of interprocess communication (IPC) telephony servers is used topass messages via message queues and shared memory, betweenEDGE and the telephony device as shown in Figure 2-2.



Figure 2-2. Telephony Gateway Communication

EDGE Telephony Gateway communication consists of the followingelements:

Guide Server

Database Server

Switch Server

Guide server message queue

Database server message queue



Message from Agent

Message from Device

Agent

Client message queue

Guide server message queue

Switch server message queue

XGUIDE

Telephony Device Switch

IVR

Database server

A member of the generic set of telephony IPC serversfor the Dialer Gateways, Davox, the EDGEdial plug-inand TMI. Processes requests from the guide server andthe switch server and interacts with the EDGE databasefiles.



For more information on the telephony gateway communicationprocess, see the section Server Architecture Integration.

Telephony Servers

All server side telephony communication between EDGE and thetelephony device is performed using telephony servers. All gatewaysuse the guide server and switch server; the database server is alsoused with the Dialer gateways, the Davox gateway, the EDGEdialplug-in, and TMI. Together, the guide, switch, and database serversare termed the generic set of telephony servers. Some gateways useadditional servers. The following telephony servers are described inthis section:

• Generic Set of Telephony Servers.

Guide server A member of the generic set of telephony IPC servers.Processes requests from EDGE operations (XGUIDE) bysending messages to the telephony device.

Message Queues

A transport mechanism for IPC messages coming froman IPC server.

Switch server A member of the generic set of telephony IPC servers.Processes responses from the telephony device.

Telephony device

The CTI equipment that is interfaced with EDGE.

XGUIDE The EDGE Operations guide. This represents commandsexecuted by agents from the guide.



• CV/LAN Server.

• Data Server.

• Host-Based Router Server.

• IVR Gateway Server.

• Secondary Database Server.

• EDGEdial Server.

• TMI Server.

With the exception of the CV/LAN server and TMI server, if additionalservers are used, any actions taken on the generic set of telephonyservers affect them as well; for example, all servers are terminatedwhen the generic set of servers is terminated. The CV/LAN and TMIservers are started and stopped separately.

Each telephony server writes the messages it is sending and receiv-ing into its own log file. For example, when an agent executes a Dialcommand in a guide, the message to dial a call is sent to the guideserver, and written to a log file for the guide server (guide.log0). Formore information on log files, see the section Telephony Logs.



Generic Set of Telephony Servers

The Guide server, Switch server, and Database server make up thegeneric set of telephony servers.

One generic set of telephony servers communicates with one tele-phony device. EDGE supports 4096 sets of telephony servers runningconcurrently per machine. Each set of servers must be identified by aunique number from 0 to 4095, called the telephony server number.(The telephony server number is specified in the telephony deviceconfiguration. For more information, see the section Device.)

A generic set of telephony servers can be optionally started with thefirst telephony operation; for example, when the first agent logs intoEDGE in telephony mode. The set of servers is optionally stoppedwhen the last agent logs out of telephony mode. For information onoptional startup and shutdown, see the section Device.

When a generic set of telephony servers is running, the followingprocesses run on the EDGE system, one for each server:

tpserver The server process for the guide server.

tpserver The server process for the switch server. The processhas the same name as the guide server because it isforked from the guide server, but the process ID num-ber for each tpserver process will be different.



tpserver Command

The tpserver command can be executed explicitly from the com-mand line or implicitly using the TELEPHONY verb Update TelephonyServers command to:

• Stop the telephony servers.

• Restart the telephony servers.

• Move the current telephony logs to another name and reportnew information to empty log files.

• Change the maximum size of the telephony logs.

• Change the destination of any fatal error message returnedfrom the set of telephony servers.

• Flush the telephony server client queue of redundant mes-sages.

The tpserver command is also used by EDGE operations and tasks tostart the generic set of telephony servers.

Note: The telephony servers can only be started from EDGE operationsor tasks, not from the command line.

tpdb_server For the Dialer gateways, Davox, the EDGEdial plug-in,and TMI, the server process for the database server.



All of the tpserver command options can be used with a set of tele-phony servers that are already running or when restarting the serv-ers.

Syntax

tpserver -z {server-id} {options}

options The following options can be specified:

–C path

Specifies the path to the console that the set ofservers uses to report critical error messages. Thedefault path is /dev/console.

–D Writes the contents of shared memory to a filecalled tpshmemn, where n corresponds with thetelephony server number.

Only available from the command line.

-d Displays a list of all running HBR servers and a listof the current configuration properties (for exam-ple, the minimum number of servers, and maxi-mum number of servers).


-f Flushes the client queue of redundant messages.See client queue maintenance.



–k Stops the set of telephony servers. This optionremoves the associated message queues andshared memory. If predictive dialing is used, theservers are stopped only if there are no pendingdatabase server requests.

The set of servers is automatically restarted uponthe next telephony command; therefore, if agentsare still logged in, they lose control of the currentcall from EDGE (for example, they will be unableto successfully execute a transfer or disconnect),but will regain full control with the subsequentcall.


–l Writes information on the current messages in themessage queues and shared memory data to theguide.log file.


–M size The maximum size the telephony log files shouldreach before they are moved. For more informa-tion, see the section Telephony Logs.

–q y|n Specifies whether REQUEUE should be run whenthe set of servers is stopped. This is only used withpredictive dialing.




–r Stops and restarts the set of telephony servers,preserving all messages in the message queuesand the shared memory currently utilized. Pro-vides the least disruption to EDGE telephonyagents, but provides a minimal initialization.


–R Immediately moves the log files for a set of run-ning servers. For more information, see the sec-tion Telephony Logs.

-t Stops all running HBR servers. The minimum num-ber of servers for each account are not left run-ning.


–v Displays the version of the set of telephony serv-ers. This information may be requested by EDGECustomer Care when troubleshooting problems.


-z n Specifies which set of telephony servers to affectwith another specified option; n is a number fromzero to 4095. This number uniquely identifies eachset of telephony servers, and is defined as part ofthe telephony device configuration. This option isnot needed if there is only one set of servers run-ning.



Automatic Client Queue Maintenance

When the telephony server detects the client queue is full of mes-sages, it will begin the process of removing dead messages from theclient queue. Messages which have been on the queue for 180 sec-onds or more OR the corresponding XGUIDE that is supposed to readthe message from the queue no longer exists, tpserver will delete themessage from the queue. The act of reading a message from thequeue automatically removes the message from the queue. All mes-sages that are removed will be dumped in the telephony server logfile called msg.log.

CV/LAN Server

An additional server is used by the EDGE Telephony Gateway for CV/LAN to communicate between CV/LAN and the switch server. Thisserver is provided with EDGE, and is installed on the CV/LAN PC or, ifusing CV/LAN with MAPD or CV/LAN 3000, on the EDGE UNIX host.The CV/LAN server process is tpas_server. It is not part of the genericset of servers, therefore, it must be started and terminated sepa-rately. For more information, see the section tpas_server Program.



Data Server

If the Lucent Conversant VRU Plug-in for the IVR Gateway has beenenabled, the data server to support a Conversant VRU becomes partof the generic set of telephony servers. The data server process istpds_server. For more information on the data server, consult the IVRGateway Conversant VRU Plug-in manual.

Davox Servers

Three additional servers are used by the EDGE Telephony Gatewayfor Davox to communicate between Davox and the Generic Set ofTelephony Servers. These servers are provided with EDGE. The Davoxserver processes include the following:

• tpadmin.

• tpun_server.

• tpwsapi.

These servers are not part of the generic set of servers, therefore,they must be started and terminated separately. For more informa-tion, see the section Davox Server Communication.



Host-Based Router Server

If host-based routing has been enabled in the telephony device, thehost-based router server becomes part of the generic set of tele-phony servers. The host-based router process is tphbr_server. Formore information, see the section Host-Based Routing Server.

Note: Only supported with the PBX Gateways.

IVR Gateway Server

If the optional module IVR Gateway is used with an IVR other thanthe Conversant VRU, the IVR server becomes part of the generic setof telephony servers. The IVR Gateway server process is tpivr_server.For more information on the IVR Gateway server, consult the IVRGateway manual.

Secondary Database Server

If enabled in the telephony device, the secondary database serverbecomes part of the generic set of telephony servers. The secondarydatabase server processes the transfer of calls from EDGE to the pre-dictive dialer, and processes the return of calls from the predictivedialer to EDGE. In a predictive dialer system with a high call volume,the secondary database feature is highly recommended.



Note: Only supported with the Dialer Gateways, Davox, the EDGEdialplug-in, and TMI.

The secondary database server improves the performance of the pre-dictive dialing system by processing the queue transfers that can betime-consuming in a high volume system. With the secondary data-base server processing all of the queue transfers, the database serveris free to process high priority messages such as connects and OpenCampaign commands. This prevents a delay of the data screenappearing after the customer voice is transferred to the agent.

The secondary database server is forked from the database serverwhen the first queue transfer is performed. Because this server isforked from the database server, it is also called tpdb_server, butwith a unique process ID.

There is a PORTISON file record with a record ID of Xx plus the pro-cess ID formatted to fifteen (15) characters for the database serverand the secondary database, if running. These PORTISON records arenot counted as active EDGE users, and are automatically deletedfrom the PORTISON file when the database server processes termi-nate. The secondary database server terminates when the databaseserver it is forked from stops, typically when the generic set of tele-phony servers is terminated.



REQUEUE Utility

An ACL utility, REQUEUE, allows you to transfer all calls from theDIALER queue to the call’s source queue. REQUEUE is designed toclean up the DIALER queue when a campaign has closed and somecalls remain in the DIALER queue.

Each time a call event is sent to the dialer from a queue specified in acallset, the ACL command Qtrans with a lock (–J) option is executed.The call resides in the DIALER queue until it is connected and disposi-tioned to an agent, or returned to EDGE from the dialer. While a callevent is in the DIALER queue, the status record is marked active so noagents can access it.

Typically calls are returned to EDGE from the dialer as soon as theyare determined to be non–connects, but some dialers can be config-ured to hold all calls until the close of campaign. With either configu-ration, when the call is returned to EDGE, the callset definition is usedto determine what queue the call should be placed in, and a Qtrans isexecuted from the DIALER queue to that queue.

There may be times, due to a system failure, the dialer is unable toreturn calls to EDGE, or EDGE is unable to execute a Qtrans com-mand. This can cause calls to be left in the DIALER queue. When thisoccurs, the REQUEUE utility should be used to remove calls from theDIALER queue to keep the dialer and EDGE in sync.



To execute the REQUEUE utility:

1. After the campaign closes, determine if the DIALER queue isempty by running a Queue Detail Report using EDGE Devel-oper.

2. If the DIALER queue still has calls and all campaigns for thatproject are closed, run the REQUEUE utility. To run theREQUEUE utility, go to the Browser and access ACL, and enterthe following command:

[INS,1] REQUEUE

When the utility finishes, the calls from the DIALER queue will be intheir source queues.

EDGEdial Server

An additional server is used by the EDGE Telephony Gateway EDGE-dial Plug-in to communicate between the dialer and the Generic Setof Telephony Servers. This server is provided with EDGE, and startsand stops automatically with the generic set of servers. The EDGEdialserver process is tpsd_server. For more information, see the sectiontpsd_server.



TMI Server

An additional server is used by the Telephony Messaging Interface(TMI) to communicate between the third-party telephony device andthe Generic Set of Telephony Servers. This server must be built by thecustomer using the TMI messages. Because it is custom built by eachcustomer, the process may use any name. For more information, seeAppendix L, Telephony Messaging Interface.

Shared Memory The shared memory segment is used to store information needed bythe generic set of servers. The amount of shared memory requiredfor EDGE telephony is calculated by EDGE, based on the number ofextensions and number of callsets specified in the telephony device.The calculated amount is listed in the daemon log file. If the amountof shared memory allocated is not large enough to accommodateEDGE requirements, you may encounter problems. If you have ques-tions or need assistance in determining the shared memory settingsfor your system, contact your UNIX system administrator or EDGECustomer Care.

Shared memory is updated by the generic set of servers with datathat all of the servers require access to. The specific informationstored in shared memory is the following:

• Campaign settings for predictive dialers.

• Device settings.



• Information on the agent’s current state (for example, Avail-able).

Messages containing data that changes any of these items cause theshared memory to be updated. For example, if the guide server pro-cesses a request to make an agent unavailable, the shared memory isupdated by the switch server after the telephony device respondsthat the agent has been successfully made unavailable. Anotherexample is the database server updates the shared memory eachtime a predictive dialer callset is successfully opened or closed.

The shared memory is allocated when the set of telephony serversstart and is not dynamically reallocated. This means that when a call-set is opened, it uses the shared memory allocated to it, but whenthe callset is closed, its shared memory is not freed for use. Sharedmemory is freed only when the telephony servers are stopped.



Figure 2-3. Shared Memory Update

For example, assume the telephony device specifies 50 campaigns.The set of telephony servers start with 40 campaigns opened for themorning shift. At the end of the shift, all 40 campaigns are closed, butthe set of telephony servers is not stopped. The afternoon shift triesto open 20 campaigns, all of which are different from those used bythe morning shift. EDGE allows only 10 of these to be opened,because there is only shared memory left for 10 campaigns. In thiscase, you can use the tpserver command to stop then start the serv-ers before the afternoon shift begins work. If the afternoon shift usedthe same 20 campaigns as the morning shift, all would open, andthere would still be 10 more different campaigns available to beopened.

Shared Memory

Guide Server

Database Server

Switch Server



Message Queues Message queues are a UNIX transport mechanism. The generic set oftelephony servers sends messages via message queues, as shown inFigure 2-2. The following message queues are used by the EDGETelephony Gateway:

The message queue IDs (keys) for these message queues are createdby a function called get_queue_key() and are based on the tele-

Guide server queue

Holds messages received from the XGUIDE for theguide server.

Database server queue

Holds messages received from the switch serverand the guide server for the database server.

Switch server queue

Holds messages received from the telephonydevice for the switch server.

Client queue Holds messages received from the switch serverand the database server for the XGUIDE.

Data server queue

Holds messages received from the VRU data serverfor the switch server.

Host-based router queue

Holds messages received from the switch server forthe appropriate host-based router server.

Alternate data-base server

Holds messages related to connected calls for dialergateways.

EDGEdial server queue

Holds messages sent to and received from theEDGEdial server.



phony server number, which is defined when the telephony devicerecord is created.

The key always includes the hexadecimal characters aba, concate-nated with the telephony server number (converted from decimal tohexadecimal) and an additional number that indicates which mes-sage queue it is. Message queue IDs are similar to the following,where 001 is the telephony server number in hexadecimal notation:

Figure 2-4 shows how the guide server message queue ID is con-structed for a telephony server number 555.

Guide server queue aba00121

Database server queue aba00122

Switch server queue aba00123

Client queue aba00125

Data server queue aba00126

Host-based router queue aba00127

Alternate database server queue aba00128

EDGEdial server queue aba00129



Figure 2-4. Message Queue ID Nomenclature

The UNIX command ipcs can be used to obtain information aboutthe status of each message queue. For more information on the ipcscommand, consult your UNIX system manuals.

Server Architecture Integration

The components of the server architecture work together to allowEDGE to communicate with the telephony device. The telephonyservers send messages using the message queues and store informa-tion in the shared memory. The following describes the process ofsending a message from an agent in a guide to the telephony,including all the servers, message queues, and shared memoryinvolved:

1. As Figure 2-2 shows, messages from agents are sent by theXGUIDE process via the guide server message queue to theguide server. The guide server processes the messages anddetermines if data is required from the EDGE database.

2. If there is data required, the guide server sends the message tothe database server via the database server message queue.Some messages that require data are directly sent from the

aba is constant

21 indicates the guide server queue

22b is the hex value for the telephony server number 555

aba 22b 21



XGUIDE via the database server message queue to the data-base server. The database server processes these, then returnsthem using the guide server message queue to the guideserver for transmission to the telephony device.

Messages from agents that do not require additional EDGE dataare directly transmitted by the guide server from the guideserver message queue to the telephony device.

3. After processing the messages from the guide server, the tele-phony device may send a response to each message to theswitch server. The switch server determines if EDGE databaseinformation is required to complete the response.

4. If so, the same message is sent via the database server messagequeue to the database server. The database server retrieves it,processes it, and subsequently sends it, via the client messagequeue, to the agent’s XGUIDE. If there is no database interac-tion needed, the message is sent directly from the switch serverto the XGUIDE via the client message queue.


3Setup

Overview To use the EDGE Telephony Gateway, there are setup requirementsboth on the gateway and within EDGE. These steps allow the twosystems to work together in a full CTI integration. The gateway setup(if any) is described in the respective appendix.

An overview of all setup steps for both PBX Gateways and DialerGateways is presented in this chapter. The steps that are common toboth gateway types are discussed in this chapter; other setup topicsare discussed in the chapters specified in the section TelephonySetup Steps.

This chapter discusses how to set up EDGE to work with any gatewayand includes the following:

• Telephony Setup Steps.

• Enable the TELEPHONY Gateway.

• EDGE Telephony Area.


Setup Telephony Setup Steps

Telephony Setup StepsTo set up telephony functionality in EDGE, perform the followingsteps:

• Enable the TELEPHONY Gateway.

• Set up the telephony device using the Device command.

• Specify the telephony features using the Configuration com-mand on the Options tab.

• Set up the workstation ID for each agent, by associating eachagent with an extension, a telephony device, and any otherapplicable information, such as an available mode. This canbe set in EDGE Developer, EDGE client, or when the agent islogging in. For more information, see Chapter 5, Agent Setup.

If using a PBX Gateway the following setup steps may be required:

• Associate projects with project codes using the Coded Projectcommand.

• If using host-based routing, set up the Host-Based RoutingServer.

• If using an IVR interface, consult the IVR Gateway ReferenceManual for setup steps.


Setup Telephony Setup Steps

If using a Dialer Gateway the following setup steps may be required.For more information, see Chapter 6, Dialer Setup.

• Create the DIALER queue if it does not exist on your system.For more information, see the section DIALER Queue Setup.

• Configure the dialer campaign and EDGE callsets. For moreinformation, see the section Callsets.

• Create EDGE equivalents for each status code returned by thedialer. For more information, see the section Dialer Status.This is an optional step.

• Create the layout for any additional data to be sent with callsto the dialer from the Transfer tab sheet. See the sectionTransfer. This is an optional step.

If using an NT system with a connection to the telephony gatewaythat does not use TCP/IP sockets, set the specialBreakCode option inthe [connOptions] section of the EDGEO.INI file to 127. If using socketconnections, the specialBreakCode option is ignored. For informa-tion on modifying the EDGEO.INI file, see the EDGE 7.10 EDGE ClientReference Manual.

Note: The setup steps can be performed in any order.


Setup Enable the TELEPHONY Gateway

Enable the TELEPHONY GatewayThe EDGE Telephony Gateway is an optional module and requiresadditional licensing. This module can be enabled during the installa-tion or upgrade of EDGE, or any time thereafter. It must be enabledbefore any setup can be done.

If you have licensed this product, you are required to contact EDGECustomer Care for an authorization password to enable it. Dispensa-tion of an authorization password requires verification of yourlicense, which may take four to six business hours. The authorizationpassword, once you receive it, is only valid for a limited time (approx-imately 15 minutes); therefore, it should be used immediately.

To determine if the EDGE Telephony Gateway is already enabled,enter the following at ACL:

LSREC TPHNY_INTF

This displays a list of enabled telephony modules.

To run successfully, the module_enable procedure requires a mini-mum of 20MB of disk space in the temp directory.

To enable telephony, login to EDGE Developer for Windows, thenaccess ACL from the Browser. Enter the applicable module_enableentry for your gateway as listed in Table 3-1.



Note: Additional information is requested when enabling EDGEdial.For more information on enabling EDGEdial, see Appendix M.

Table 3-1. Module Enable by Gateway

Gateway Module_enable

Aspect module_enable ASPECT

Aspect Contact Server module_enable ASPECT.CS

CallPath Avaya Definity module_enable CALLPATH.ATT

CallPath Northern Telecom Meridian module_enable CALLPATH.NTI

CallPath ROLM module_enable CALLPATH.ROLM

CV/LAN module_enable ASAI

Davox module_enable DAVOX

Davox - external call table module_enable DAVOX.NODRF

Davox - no callset administration module_enable DAVOX.NOADMIN

EDGEdial module_enable EDGEDIAL

EIS Dialer module_enable EIS

Genesys Avaya Definity module_enable GENESYS.ATT

TMI module_enable TMI



A record is written to the TPHNY_INTF file, using the gateway as therecord ID. For information on the TPHNY_INTF file, see the sectionEDGE Files Used by Telephony.

The module_enable procedure enables the appropriate libraries andverbs.

Note: Users cannot access the EDGE Developer Telephony area unlessthe User Access Definition for Telephony is selected for their userID.

Note: The EIS dialer is also know as SER.

Adding the TELEPHONY Verb

After the applicable telephony gateway has been enabled, all work-stations that have already installed EDGE Developer for Windowsneed to manually add the TELEPHONY verb. To add the TELEPHONYverb to the list of verbs in EDGE Developer for Windows, use the fol-lowing procedure:

1. Check the folder where EDGE Developer for Windows isinstalled for a file called verbs.lst. If it exists, delete it. Use anyWindows utility to do this.

2. Quit EDGE Developer for Windows.

3. Invoke EDGE Developer for Windows.



4. Go to either the guide area in a project or the task area.

5. Add or modify a task or logic. EDGE Developer for Windows willfirst reload the verbs from the server. The TELEPHONY verbloads at this time.


Setup EDGE Telephony Area

EDGE Telephony AreaThe EDGE Telephony area contains a set of system level commandsthat allow you to set up the EDGE Telephony Gateway.

To display the Telephony options, select the following:

Telephony Area



Tabs

Callset Defines the dialer campaign, calling queues, projects,and callset properties.

This property is only used with the Dialer Gateways andEDGEdial.

Coded Project Associates DNIS numbers, VDN numbers, or codeswith EDGE projects for routing of inbound calls.

This property is only used with the PBX Gateways andTMI.

Device Specifies the properties for telephony devices.

Dialer Status Maps status codes returned by unsuccessful predic-tive dialer calls to EDGE equivalents.

This property is only used with the Dialer Gateways andEDGEdial.

Options Allows for specification in two areas:

Host-based router informa-tion

Displays the name of the host-based routing task and relatedinformation for each project.

This property is only used with thePBX Gateways and TMI.



Configuration Specifies the types of telephonyto be used. This causes the Auto-Dial or Auto-Receive buttons tobe enabled on the EDGE clientCall Center screen.

Transfer Specifies data to be transferred to the predictivedialer.

This property is only used with the Dialer Gateways.


Setup Device

DeviceTo configure a telephony device, select the following:

Telephony area / Device tab

The Device tab contains the Update Telephony Servers button,which issues the Update Telephony Servers command.


Setup Device

Update Telephony Servers

The Update Telephony Servers command updates the telephonyservers with the following options set in the telephony device:

• Sets the console log path; often used to change the path ofmessages in the case the current console is in use.

• Rolls the telephony logs; often used to clear the logs beforetroubleshooting.

• Sets the maximum size of the logs before rolling; often usedto decrease the size of the log files when disk space is low.

To update the servers, select the following:

Telephony area / Device / Update Telephony Servers command

Note: The options specified in the telephony device are not updated.For example, if the list of ACD ports to monitor is changed, thiscommand does not update the servers with the new ports. Theservers must be stopped and restarted. However, with Genesysmiddleware, you can use this button to dynamically updateEDGE telephony servers with new VDNs – without having to stopand restart the servers. See Appendix K, Genesys.


Setup Device

General Tab The General tab is similar to the following:


Setup Device

Properties:

Device type The type of gateway used; select the gatewayname from the list.

Telephony server number

A number from zero to 4096 that uniquely identi-fies each set of telephony servers running concur-rently on a machine. The default is zero.

Interface type The manner by which the telephony device isattached to EDGE. The possible values depend onthe gateway.

Internet address / Host name

The internet address of the telephony device. Thisis the address of the machine with which the EDGETelephony Gateway communicates.

For CV/LAN with a CV/LAN PC, specify the internetaddress; otherwise, if the CV/LAN system is config-ured with a BRI card, specify the address of themachine containing the card.

For CallPath or Remote CallPath, specify the hostname or IP address of the system on which theCallPath software is installed. If the Interface type isserial, this property is not used.

For Davox, specify the IP address of the machinewhere the unison server (tpun_server) is installed.This allows the server to be run on the EDGE sys-tem, the Davox system, or another system.


Setup Device

This property is not used with the Aspect Gateway.

Callcenter address

The data system address defined in the AspectData System InterLink Record on the CallCentermachine. This is defined by an Aspect administra-tor.

Note: This is not the IP address.

When you first go to the General tab for a newdevice, the screen displays the property Internetaddress / Host name. If you specify the telephonyDevice Aspect on that tab and ENTER, the screenwill redraw with the Internet address/Hostnameproperty replaced with the Callcenter addressproperty.

This property is only used with the Aspect Gateway.

Input paths/TCP ports

The input TCP port for socket communicationbetween the set of telephony servers and the gate-way. This port should be defined in the /etc/ser-v i c e s f i l e t o p r e v e n t c o n f l i c t s w i t h o t h e rapplications. The input port in EDGE is the outputport used by the gateway (and vice versa)

For CV/LAN, set this to 5050 or the tcp input set inthe tpas_server Program (tp2as).

Properties: (continued)


Setup Device

For EIS, set this to 5000 or the output value set onthe EIS system.

For Aspect, this must match the port defined in theAspect Data System InterLink Record on the Call-Center machine. Typically this is defined by anAspect administrator. Because only one TCP port isused, the telephony server establishes a connec-tion with Aspect before forking the switch server.

For Davox, this is the port used to communicatebetween the generic set of telephony servers andthe tpun_server. It is recommended this be set to8200. This value must match the value set in theenvironment variable UN_DEFAULT in tp2unscript. The input and output ports are typically thesame.

For TMI, this is the port used to communicatebetween the generic set of telephony servers andthe TMI server.

For AvayaPC, this is the port of the Pro-active Con-tact server, which is 22700 by default.

This property is not used with the CallPath Gateway.

Output paths/TCP ports

The output TCP port. This port should be definedin the /etc/services file to prevent conflicts withother applications. The output port for EDGE is theinput port for the gateway (and vice versa).



Setup Device

For CV/LAN, set this to 5051 or the tcp output set inthe tp2as command script. If using multipletpas_servers, each EDGE must have a unique inputand output path set to match the value in eachtp2as program.

For EIS, set this to 5001 or the input value set onthe EIS system.

For Davox, set this to 8201 or the tcp input set inthe tp2un command script. If using multipletpun_servers, each EDGE must have a unique inputand output path set to match the value in eachtp2un program.

For TMI, if using one-socket communication, thisshould be left blank.

Maximum retries The number of times to attempt to initiate a con-nection between the set of telephony servers andtelephony device. The default is 99 attempts.

Delay between retries

The number of seconds to wait between attemptswhen establishing a connection between the set oftelephony servers and telephony device. Thedefault is five seconds.

Local timeout Interval, in seconds, during which a connectionresponse will be sought.

Used with Genesys ADDP connections only



Setup Device

Remote timeout Interval, in seconds, on the remote host duringwhich a connection response will be sought.

Used with Genesys ADDP connections only

SSL connection settings

Only used with Aspect Pro-active Contact

Verify server cer-tificate

When checked, the server certificate supplied bythe remote host will be verified against local certif-icates. This value may point to a single file, or adirectory containing multiple certificates. All certif-icate files must be in PEM format, or another for-mat recognized by OpenSSL.

Authenticate cli-ent

When checked, the client certificate speicifed herewill be provided to the remote host (if requested)for authentication. This file must be in PEM format,or another format recognized by OpenSSL.

Key passphrase If the client certificate requires a password to beopened, it may be specified here. Please note, thatthe passphrase here is obscured in EDGE configu-ration only and should not be considered secure.

Auto startup If checked, the set of telephony servers is startedwhen the first agent logs in. Otherwise, the genericset of telephony servers must be started explicitlyfrom a logic flow or task with the TELEPHONY verbOpen Link to Hardware command.



Setup Device

Auto shutdown If checked, the set of telephony servers is termi-nated when the last agent logs off. If using a socketInterface type, there is a delay before agents canuse telephony again while the socket resets itself.

For dialer gateways, due to the REQUEUE proce-dure, there can be a five-minute delay before thedialer can be restarted and operations resume ifAuto shutdown is specified.

Note: It is recommened that you should not usethis option with the EIS Gateway. At theend of a campaign, the EIS Gateway nor-mally returns records to EDGE. However,if EDGE telephony servers shut downwhile the EIS Gateway is returningrecords, the gateway holds the records.For example, EDGE telephony serversnormally shut down after the last agentlogs off the system. After the gatewaydetects that the telephony servers haverestarted, the gateway sends these heldrecords to EDGE.

Event bridge Specifies whether the gateway has the eventbridge module installed.



Setup Device

Comverse Tab The Comverse tab specifies properties for configuring the Comverseoptional module.

This property is only used with the Aspect Gateway.

Telephony events Specifies whether telephony events are used withthis device. For more information, see Chapter 10,Telephony Events.

This property is not used with the Davox and EISGateways.

Maximum exten-sions

The maximum number of agents that can belogged into EDGE using telephony for each serversession. Shared memory is allocated for the num-ber of extensions specified here at the time thegeneric set of telephony servers starts, and is notreleased until the servers are stopped. It is recom-mended this be set at least 20% higher than themaximum number of agents expected to use EDGEin telephony mode. The default is the number ofEDGE licenses multiplied by two.

Maximum logfile size

The maximum size in bytes a telephony log filereaches before being moved. The minimum is 1MB (1024000). The default is 10 MB (10240000). Formore information, see the section Telephony Logs.

This setting does not apply to the Avaya PC moduleas logging is sent to the standard server trace.



Setup Device

For information on this tab, see the Comverse Reference Manual.

Connection Tab The Connection tab specifies additional properties for the connec-tion of EDGE to the telephony device.


Setup Device

Properties:

ACT properties Only used with the ACT gateway. Retained forbackward compatibility.


Setup Device

Save connection IDs

Specifies whether the assigned connection ID forthe call is retained while the agent logs into EDGE.If checked, when an agent receives a call beforelogging into EDGE, the agent can subsequently loginto EDGE and manipulate the call using the EDGEtelephony functions.

Heartbeat rate The frequency with which a signal is sent to ensurethe set of telephony servers and gateway are com-municating. The default is 60 seconds; the valuemust be between 10 and 300.

It is recommended this value be set between 60and 90 seconds. If it is set too low, there may beunnecessary communication messages sent whichcan cause a problem in environments where mes-sage traffic is substantial. If the heartbeat rate is settoo high, the servers may not detect a communica-tion failure in a timely manner.

This property is only supported with the CallPath, CV/LAN, Davox, and EIS Gateways and TMI.

DLL filename The path and filename for the DLL used with clientside telephony integration. Adding this file locationproperty is the only configuration change requiredfor migration to Genesys Version 8 client side tele-phony.

This property is only used with Genesys Version 8



Setup Device

Switch name The CallPath switch ID. The possible values areSWITCH01 - SWITCH04. The default is SWITCH01.

This property is only used with the CallPath Gateway.

TMI Config The values automatically sent to the third-partytelephony device in the CONFIG message when theEDGE Telephony servers start.

This property is only used with TMI.

Aspect CCT fields These properties relate to the Aspect and AspectContact Server gateway only. For more informationon these fields, see Appendix D and Appendix E.

ANI field The name of the field used toprovide ANI information dur-i n g a c a l l . T h e d e f a u l t i sDATA_A. This property isrequired when using Aspect ifEvent Bridge is not used; mayalso be used with Aspect andAspect Contact Server host-based routing.

Collected field The CCT field used to passdata retrieved from a callerusing the collect setup of aCCT. There is no default value.



Setup Device

Data field The CCT field used to passdata to an agent. The defaultis DATA_E.

DNIS field The CCT field used to provideDNIS information during acall. The default is DATA_C.This property is required ifEvent Bridge is not used; mayalso be used with host-basedrouting.

Switch ID The Rockwell switch ID which identifies the associ-ated switch, enabling EDGE to create unique filenames for data passed between switches. The pos-sible values are 0 - 255.

This property is only used with the Rockwell Gateway.

Application name

Only used with the Genesys gateway.

Application pass-word


Max miscella-neous data length

The maximum length of miscellaneous data thatmay be sent or received. See Transferring Data.



Setup Device

Campaign Setup The Campaign setup tab specifies additional properties for the tele-phony device.

Make agent unavailable on cancel

If checked, the agent is placed in Unavailable modewhen the Cancel button is selected on the Auto-Receive screen; otherwise, the agent is logged outof all ACD queues and off the switch.



Setup Device

Properties:

Maximum cam-paigns

The maximum number of callsets that can beopened in EDGE per server session. Shared mem-ory is allocated for the number of callsets at thetime the set of telephony servers starts. It is rec-ommended this be set 20% higher than the maxi-mum number of callsets you expect to use.

This property is only used with the Dialer Gatewaysand EDGEdial.

Maximum num-ber of queues

Not currently supported.

Remote Agent RNA time (# rings)

The number of rings to dial before it is determinedthat the remote agent is RNA. If left blank, theswitch/dialer default is used (usually four rings).

This property is currently used with the SER gatewayonly.

Remote Agent Detection Type

The type of call classification to be used when con-tacting the remote agent. May be one of the follow-ing values:

Default Use dialer/switch default settings.

0 No answer machine detection, connecton answer.


Setup Device

1 Detect answer machine, agent must say’Hello’.

2 Do not detect answer machine, agentmust say ’Hello’.

This property is currently used with the SER gatewayonly.

Update STATUS on codes

The Dialer Status codes that update the STATUSfile TP.COUNT field if returned by the dialer. If thecode is not included, TP.COUNT is not updatedwhen the code is returned.


ACD groups to monitor

The default ACD groups to be monitored for allagents. These groups are not used to loginagents, just for monitoring purposes.

Groups are monitored immediately following thestart of the telephony servers.

For gateways that support collected digits, specifythe VDN that prompts for the collected digits and/or the first ACD group the call will route to afterthe collected digits are collected.

This property is used with TMI and the Aspect, AspectContact Server, CallPath, and CV/LAN gateways.



Setup Device

Logon sequence If using EAS with CV/LAN, the sequence executedon the phone to automatically log the agent intoACD groups when the TELEPHONY verb OpenLink to Hardware command executes. The propersequence is the code dialed on the phone plus thefollowing metacharacters indicating whether theagent’s ACD group, agent’s extension, or bothmust be dialed:

E Specifies the agent’s extension.

G Specifies the agent’s ACD groups.

EG Specifies the agent’s extension and ACDgroups.

Typically, if using EAS, the metacharacter G isused; remember to specify the agent logonsequence in the Callset/group number propertyfor each agent’s user ID.

This property is only used with the CV/LAN Gateway.



Setup Device

Logoff sequence If using EAS with CV/LAN, the sequence executedon the phone to log the agent out of ACD groupswhen either the TELEPHONY verb Close Link toHardware command executes, the Agent Logoffcommand executes, or the agent exits the ProjectSelection screen. The sequence is the code dialedon the phone, plus the following metacharactersindicating whether the agent’s ACD group,agent’s extension, or both must be dialed:





Auxiliary work sequence

If using EAS with CV/LAN, the sequence to exe-cute on the agent's phone when the TELEPHONYverb Make Agent Unavailable command is usedwith the work mode Auxil iary. The propersequence is the code dialed on the phone plus thefollowing metacharacters indicating whether theagent’s ACD group, agent’s extension, or bothmust be dialed:

E The agent’s extension.

G The agent’s ACD groups.



Setup Device

EG The agent’s extension and ACD groups.


Wrap up sequence The sequence to execute on the operator’s phonewhen the TELEPHONY verb Make Agent Unavail-able command is used with the work mode WrapUp. The proper sequence is the code dialed on thephone plus the following metacharacters indicat-ing whether the agent’s ACD group, agent’sextension, or both must be dialed:





Available auto in mode

If using EAS with CV/LAN, the sequence to exe-cute on the agent’s phone when the TELEPHONYverb Make Agent Available command is used withthe work mode Inbound Implicit.

Available manual in mode

If using EAS with CV/LAN, the sequence to exe-cute on the agent’s phone when the TELEPHONYverb Make Agent Available command is used withthe work mode Inbound Explicit.




Setup Device

Use EIS RD for pre-view

Specifies whether to use the EIS RD command totransfer records to the dialer for preview dialing.This allows for a true preview call, where theagent is notified of the call progress whether it is abusy, ring no answer, or a connect. If this option isnot selected, the EIS PR command is used with theagent ID specified.

This property is only used with the EIS Gateway.

Run REQUEUE pro-gram

Specifies whether to automatically run theREQUEUE Utility to return dialer calls to theirsource queue when the set of telephony serversterminates. If checked the REQUEUE programruns.


Enable secondary database server

Specifies whether to use the secondary databaseserver feature. For more information, see the sec-tion Secondary Database Server.


Consume connect messages

Only used with the ESI Gateway. Retained for back-ward compatibility.



Setup Device

Strip area code Specifies whether the area code for the phonenumber should be removed when the phonenumber is sent to the predictive dialer. The areacode is only stripped from numbers with the samearea code as specified in EDGE Developer SiteSetup.

If using the EDGEdial Plug-in to dial local calls, set-ting this property is recommended.

Note: If enabled, and the Prepend digits prop-erty is also enabled, the prepend digitsfunctionality does not occur for thephone numbers whose area codes arestripped. Therefore, if you need to dial alocal long distance phone number of16226200, as opposed to 19496226200,another method must be used.

This property is currently only used with the EDGE-dial Plug-in.

Prepend digits Specifies whether to prepend digits to phonenumbers when they are sent to the predictivedialer. The digits to prepend must be specified inthe Country calling area in EDGE Developer. Forthe U.S., a 1 is often prepended.



Setup Device

The phone number with the prepended digits willappear in the $TP.DNIS field. For example, wherethe phone number is 9496226200, and the pre-pend digit is 1, the $TP.DNIS field will contain19496226200.

If using the EDGEdial Plug-in to dial long distancecalls, setting this property is recommended.

Note: A different prepend value can be set inEDGE Developer for each country called.

This property is currently only used with the EDGE-dial Plug-in.

Key field The primary data field to include with all call noti-fications.

This property us used with Avaya PC only.

Data fields Additional data fields that may be included withall call notifications.

This property us used with Avaya PC only.



Setup Device

Davox Tab The Davox tab is used to enter the Davox setup information. This tabis only used with the Davox Gateway.


Setup Device

Properties:

Admin link TCP port The port used to communicate with theAdmin Link. The admin link performs cam-paign control functions (for example, opencampaign, set campaign parameters, closecampaign, and put records), and dynamicrecord feed (DRF) functions (for example,update the call table with new records).

For Davox using External Campaign Adminis-tration, this property is not used.

This should be set to 4250.

Disposition codes Defines the Davox disposition codes (alsocalled Termination Codes). The codes must bedefined on the Davox system as well. EDGEdoes not validate that the codes enteredmatch the Davox codes.

Once entered here, these codes can be usedto specify the available mode for users in theUser area or in the Station setup area in EDGEclient, or for the Make Agent Available com-mand.


Setup Device

Note: Disposition codes added for onedevice are available for all devices;they do not need to be enteredagain.

Add Adds a new code. Specify the codeID and the Description.

Delete Deletes the highlighted code.

Replace Modifies the highlighted code.Select the code to modify, type anew name or change the descrip-tion, then select the Replace but-ton.

If changing the code name, thedescription must be reentered.

Descrip-tion

The description of the dispositioncode. If a description is not speci-fied, the code ID is used.

The description is displayed inEDGE Developer when definingthe Davox available mode for auser or in Station setup.

TCP port The ports used by the tpun_server to commu-nicate with the tpadmin and tpwsapi servers.



Setup Device

Specify the first port number, and the otherport is automatically calculated as an incre-ment. For example, if 5001 is specified, theport 5002 is used as well.

It is recommended this be set to 5001 to pre-vent conflicts with other programs.

Logoff option Specifies the unavailable mode for the agentwhen the agent exits logs out of telephonymode by exiting the Project Selection screenor cancels from Auto-Dial; can be one of thefollowing:

Force The agent is immediately loggedoff, even if calls are pending forthe agent. This value is the default.

Normal The agent is logged off whenreleased by the dialer. The dialermay require the agent to take oneor more additional calls to preventabandons.

An error of -1999 is displayed tothe agent if there are pendingcalls and they cannot log outimmediately.



Setup Device

The value for this property is also used as thedefault if no value is specified in the AgentLogoff command.

Maximum agents The maximum number of agents that can belogged into EDGE using Davox telephony. Thisvalue is used by the tpun_server to allocatethe number of threads available for the wsapiserver (one per agent).

To allow for unexpectedly high numbers ofusers, it is recommended this be set at least20% higher than the maximum number ofagents expected to use EDGE with the DavoxGateway.

Maximum delay The number of seconds to wait betweenattempts when establishing the following:

• Connection between the tpadminserver and the tpun_server.

• Connection between the tpwsapiserver and the tpun_server.

• Connection between the tpadminand tpwsapi servers, and the Davoxsystem.

The default is five seconds.



Setup Device

Maximum retries The number of times to attempt to initiate thefollowing:

• Connection between the tpadminserver and the tpun_server.

• Connection between the tpwsapiserver and the tpun_server.

• Connection between the tpadminand tpwsapi servers, and the Davoxsystem.

The default is 100 attempts.

Unison Internet address/Host name

The IP address or host name of the Davox Uni-son system.

Wsapi link TCP port The port used to communicate with the Wsapilink. The Wsapi link is used for agent call con-trol; for example, transferring a call.

This should be set to 7001.



Setup Device

HBR (Host-Based Routing) Tab

The HBR tab specifies additional properties for configuring the host-based router and data server options for a telephony device.

This tab is not supported with the Dialer Gateways. This tab is not sup-ported with the Davox Gateway.


Setup Device

Properties:

Enable host-based routing

If checked, the servers use host-based routing insteadof switch-based routing.

Note: HBR is not enabled unless this checkbox ischecked and the VDN list contains one ormore VDNs.

Enable DNIS mapping refresh

If checked, on every inbound connect the data serverwill determine if the ISDNINDEX file has been modi-fied.

If the file has been modified, EDGE clears the currentISDNINDEX file from memory, loads the updated file,and restarts the host-based router server that is han-dling the call.

HBR default account

The name of the project whose Host-Based RoutingServer is to be used if there is no server created for theproject associated with the DNIS of an inbound call.

Enable multi-threading

If checked, multithreading is used to increase perfor-mance of host-based routing when call volume ishigh. This property is available only if the Enable host-based routing property is checked.


Setup Device

Maximum threads

The maximum number of HBR serv-ers that should be started for anEDGE account. There is no limit tothe maximum, except the UNIX sys-tem capacity. Typically this wouldnot be greater than 5.

The default is 2.

Minimum threads

The minimum number of HBR serv-ers that should be started for anEDGE account; this number of serv-ers is started when the first call isrouted to that EDGE account. As theHBR servers timeout and terminate,the minimum number of servers willremain.

The default is 1.

Thread time-out value

The number of seconds an HBRserver can be idle before it termi-nates.

The default is 0. This indicates thethreads are not stopped until the setof telephony servers die.



Setup Device

Total threads per EDGE

The total number of HBR servers thatcan be running at one time. Thedefault is the number of projects x 2.If the value specified is different thanthe total possible number of servers(max threads x # of HBR servers), it isadjusted to the correct value.

VDN list The list of VDN numbers on the switch to be moni-tored for incoming calls.

Typically this list consists of the DNIS values associatedwith the vector instructions that route the calls forhost-based routing or that convert DTMF tones to col-lected digits.

The VDN list box only accepts numeric VDNs andrejects duplicate VDNs. If you enter a duplicate num-ber, the list box refreshes and highlights the numberalready in the list. In addition, the list box displaysVDNs in ascending sequence. You can also select mul-tiple VDNs in the list, for example to delete blocks ofVDN numbers.

This property is only used with the CallPath, CV/LAN,Genesys, and EDGEdial Plug-In Gateways.



Setup Device

IVR Tab The IVR tab specifies properties for configuring the IVR Gatewayoptional module for a telephony device.

For information on this tab, see the IVR Gateway Reference Manual.


Setup Device

Reporting Tab The Reporting tab allows you to select where log messages are writ-ten.


Setup Device

Properties:

Log connect messages

Specifies whether to log connect messages returnedfrom the dialer in the switch log.

This property is only used with the Dialer Gateways.

Log non-connect messages

Specifies whether to log non-connect messagesreturned from the dialer in the switch log.

This property is only used with the Dialer Gateway.

Logging Options

Allows the developer to select whether each type ofmessage returned for the set of telephony servers islogged, and if so where to log the message. All proper-ties in this group box can be set to one of the following:

C-tree and unix files

Messages are logged to the TelephonyLogs and the TPLOG file.

C-tree file Messages are logged to the TPLOG file.

Do not log Messages are not logged.

Caution! This option is not recommended becauseit hinders troubleshooting of telephonyissues.

Unix flat file Messages are logged to the TelephonyLogs. This is the default.


Setup Device

The logging option group box properties include:

Debug Entries that do not fall into the othercategories. For example, the messages"Log files rolled" and the list of tele-phony device properties are consid-ered debug messages.

Exit Entries related to the termination of theset of telephony servers including nor-mal shutdown and shutdown due tocommunication or other errors.

Generic function

Entries related to the generic level ofthe EDGE Software Architecture. Thisincludes messages for monitoringextensions, initializing communica-tion, and other messages that areshared among all types of telephony.

Native mes-sage

Entries related to sending a message tothe switch dialer formatted in the syn-tax of the gateway using the TELE-PHONY Native command.

This property is only used with Aspect,Aspect Contact Server, CV/LAN, the DialerGateways and EDGEdial.

PDW queue Entries related to writing and removingcalls from the PDW_QUEUE file.



Setup Device

This property is only used with the DialerGateways and EDGEdial.

Pend mes-sage

Entries related to placing pending mes-sages in queues for the telephony serv-ers.

Queue mes-sage

Entries related to placing messages inqueues and retrieving messages fromqueues.

Signal Entries related to alarms or signalsreceived.

Trace call Entries related to calls that are con-nected to operators or dropped beforeconnecting. This allows for callers whodisconnect, for example, while on holdwaiting for an agent, to be called back.

This property is only used with the CV/LAN Gateway

Note: Only calls on monitored extensions are logged. Typically thismeans that if a caller disconnects before being transferred toan agent (for example, while holding in an ACD queue), thecall is not logged.



Setup Device

EDGEdial Tab The EDGEdial Tab is used to enter EDGEdial dialer algorithm andPBX-interface setup information.

Note: The data shown in the screen capture is an example of settingsfor EDGEdial for CV/LAN.

This tab is only used with the EDGEdial Plug-In.


Setup Device

Properties:

Agent ext field The data variable used to pass to Aspect, Aspect Con-tact Server the extension of the agent who will receivethe call from the dialer; can be one of the following:

DATA_A.DATA_B.DATA_C.DATA_D.DATA_E.

The values specified for the Agent ext field, Record IDfield, and Trunk ID field properties must each beunique. It is recommended DATA_D be used. Formore information on data fields, see Table D-1.

This property is only used with EDGEdial for Aspect andAspect Contact Server.

CTI Displays which PBX gateway is used for the device.This is the gateway specified when enabling EDGEdial.

Display only.

Dialer Displays the dialer algorithm software used for thedevice. This is the software specified when enablingEDGEdial.

Display only.


Setup Device

Dialer Input paths/TCP ports

The input TCP port for socket communicationbetween the set of telephony servers and the dialer.This differs from the port specified on the ConnectionTab in that this port is the path for communicationbetween the telephony servers and the dialer; theport on the Connection Tab is the path for communi-cation between the telephony servers and the PBXGateway.

The recommended value is 6502.

Dialer Output paths/TCP ports

Not currently supported.

Dialer internet address/Host name

The internet address or hostname of the dialer.

Maximum delay

The number of seconds to wait between attemptswhen establishing a connection between the set oftelephony servers and the dialer. The recommendedvalue is 5 seconds.

Maximum retries

The number of times to attempt to initiate a connec-tion between the set of telephony servers and thedialer. The recommended value is 99 attempts.



Setup Device

Maximum trunk groups

The maximum number of trunk groups that can beused for all campaigns. This value is used to allocateshared memory, so it is recommended that it is set toan integer approximately 1.5 times greater than theexpected maximum. For example, if it is expected thatthree trunk groups will be used, specify 5 as the maxi-mum.

For Aspect, trunk groups are determined by the CallControl Tables (CCTs) used (specified in the TrunkAccess Code property). The CCT specifies the trunkgroup used for calls in the Select trunk step. For moreinformation, see the section Aspect ApplicationBridge Configuration for EDGEdial. The CCTs can bespecified either in the device or callset setup.

For CV/LAN, trunk groups are the Trunk Access Codesused. Each trunk group uses one trunk access code.The trunk access codes can be specified either in thedevice or callset setup.

Maximum trunk lines

The maximum number of trunks used for predictivedialing for all campaigns. This value is used to allocateshared memory, so it is recommended that it is set toan integer approximately 20% greater than theexpected maximum. For example, if it is expected that50 trunk lines will be used, specify 60 as the maxi-mum.



Setup Device

Record ID field The Aspect and Aspect Contact Server data field usedto pass the PDW_QUEUE record ID from EDGE toAspect to enable a screen pop once a call is dialed;can be one of the following:

DATA_A.DATA_B.DATA_E.

Because the record ID may contain alphanumeric dig-its, it is recommended DATA_E be used. The valuesspecified for the Agent ext field, Record ID field, andTrunk ID field properties must each be unique. Formore information on data fields, see Table D-1.


Trunk access code

Contains different values depending on the gatewayused with EDGEdial.

For Aspect, this property contains the default CCTsused to process predictive outbound calls. If a CCT isnot specified in the Trunk Access Code property onthe EDGEdial/CTI tab in the Callset area, these CCTsare used. This property is optional. For information onsetting up the CCTs, see the section Aspect Applica-tion Bridge Configuration for EDGEdial.



Setup Device

For CV/LAN, this property contains the switch definedaccess code to access the outbound trunk lines. If aTrunk Access Code is not specified on the EDGEdial/CTI tab in the Callset area, this access code is used asthe default.

Trunk ID field The Aspect data field used to pass the trunk ID fromEDGE to Aspect. The trunk ID contains the sharedmemory index for the trunk used internally in EDGEprocessing; can be one of the following:

DATA_A.DATA_B.DATA_C.DATA_D.DATA_E.

The values specified for the Agent ext field, Record IDfield, and Trunk ID field properties must each beunique. It is recommended DATA_B be used. For moreinformation on data fields, see Table D-1.

This property is only used with EDGEdial for Aspect.

Trunk IDs The virtual lines to be used by the dialer to make apredictive call.



Setup Device

Telephony Events Tab

The Telephony Events tab specifies properties for configuring tele-phony events for a telephony device. For more information on tele-phony events and this tab, see Chapter 10, Telephony Events.

For CV/LAN, specify the vector directory number(VDN) to be used by the dialer. For information onhow the vectors must be defined, see the section Cre-ate and Define Vector.

This property is only used for EDGEdial for CV/LAN.



Setup Options

OptionsThe Options tab has the following commands:

• Configuration.

• Host Based Router Information.

Configuration The Configuration command activates the EDGE Telephony Gatewayfor a specific project. To view or modify the configuration, select thefollowing:

Telephony area / Options tab / Configuration command


Setup Options

Properties:

Use telephony automatic inbound feature

If checked, activates the Auto-Receive button onthe Call Center screen. When this is checked, thefollowing properties are enabled:

Allow TSR into guide without operator access record

If checked, an agent is allowed intoguide operations whether operatoraccess for a specific project has beendefined for the agent or not. Thismakes maintenance easier. For infor-mation on defining operator access,see the EDGE 7.10 Developer Refer-ence Manual.

Select project based on

Specifies whether the DNIS value,VDN value, or the two in sequenceare used to map inbound calls toprojects; can be one of the following:

DNIS The project is selectedbased on the DNIS valuereturned by the switch.

DNIS/VDN

The project is selectedbased on the DNIS valuereturned by the switch. Ift h e D N I S v a l u e i s n o tmapped, the VDN value isused to select the project.


Setup Options

VDN The project is selectedbased on the vector direc-tory number (VDN) valuereturned by the switch.

VDN/DNIS

The project is selectedbased on the VDN valuereturned by the switch. Ift h e V D N v a l u e i s n o tmapped, the DNIS value isused to select the project.

EDGE routes to the correct projectbased on the value defined on theCoded Project tab. For more informa-tion, see the section Coded Project.

This property is only used with the PBX Gateways andTMI.

Use telephony automatic out-bound feature

If checked, activates predictive dialing; sets internalEDGE settings for proper call control with predic-tive dialing, and activates the Auto-Dial button onthe Call Center screen. When this is checked, thefollowing property is enabled:



Setup Options

Allow TSR into guide without operator access record

If checked, an agent is allowed intoguide operations whether operatoraccess for a specific project has beendefined for the agent or not. Thismakes maintenance easier. For infor-mation on defining operator access,see the EDGE 7.10 Developer Refer-ence Manual.

This property is only used with the Dialer Gatewaysand the EDGEdial Plug-in.

Enable coded project selection

If checked, activates the Coded Project button onthe Project Selection screen (or, if using ASCII oper-ations, the F3 key on $MAIN). When this is checked,the following property is enabled:

Route to GEO Proj-ect Selec-tion at end of guide

If checked, at the end of a call aftergoing to $END, the agent is routed tothe Project Selection screen insteadof to the Call Center screen. For infor-mation on these functions, see theEDGE 7.10 Developer Reference Man-ual. This should be selected if youragents typically select a differentproject for each new incoming callthey receive.

For information on coded selection, see the sectionCoded Project.



Setup Options

Note: Note: If preview dialing is being used exclusively, either the Usetelephony automatic inbound feature property or the Use tele-phony automatic outbound feature property must be checked inorder for telephony to function correctly. For Davox, if call blend-ing is used, both Use telephony automatic inbound feature andUse telephony automatic outbound feature should be checked.

Host Based Router Information

The Host-Based Router Information command displays information regarding the host-based router for each project that uses this feature. To view the information, select the following:

Telephony area / Options tab / Host-based router informationcommand

A page similar to the following is displayed:

This property is only used with the PBX Gateways.



Setup Options

This command is only used with the PBX Gateways and TMI.For information on defining a host-based router for a project, see

the section Setting Up Host-Based Routing.


4PBX Setup

Overview

AIT EDGEdial Plug-In Aspect Aspect CS CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN

DavoxDavox ext. call tableDavox w/out adminEIS

Genesys Avaya Genesys Nortel TMI


PBX Setup

After setting up the device and workstation IDs for PBX Gateways,you can perform the following:

• Coded Project.

Note: If your guide does not use automatic inbound telephony, butinstead uses the TELEPHONY Verb to duplicate this functionality,no coded project selections are needed. Since you are already ina guide when using the TELEPHONY verb, there is no need toroute to a project.


PBX Setup Coded Project

Coded ProjectCoded Project maps the DNIS (Dialed Number Identification Service)or VDN (Vector Directory Number) value for each incoming phoneline on the gateway to a corresponding EDGE project. The VDN canbe mapped for each defined vector on the gateway to a correspond-ing EDGE project. A vector is a set of steps defined on the PBX thatdetermines what happens to calls (for example a vector can route acall to an ACD or play a message for a caller).

When an incoming call is received, the DNIS or VDN is referencedagainst the defined coded project selections and the agent is routedto the associated project. A DNIS or VDN can be mapped to exactlyone project.

To select whether the DNIS, VDN, or both are used to map inboundcalls to projects, use the configuration command on the Options tab.The Select project based on property determines what is used tomap inbound calls. (With the Davox Gateway, only the DNIS can beused for project selection, not VDNs.)

Note: If you use coded project selection, it is important to map everyDNIS or VDN to an EDGE project.



Default Mapping A default record can be defined by specifying DEFAULT as the codein the property Coded project selection setup; EDGE uses theDEFAULT record for any DNIS or VDN number that is not mapped toan EDGE project.

If a DEFAULT record is not defined, any unmapped DNIS or VDNnumbers route to the system screen Dialer Message ($INERR if usingASCII operations). This may cause problems because an implicit StopAutomated Telephony command occurs when the agent is routed toDialer Message. The Stop Automated Telephony command cancause the call to be dropped. Therefore it is strongly recommendedthat a DEFAULT record be created.

Setup The Coded Project tab is used to correlate projects with DNIS or VDNvalues.

To display the Coded Project tab, select the following:

Telephony area / Coded Project tab

When you add or modify a DNIS or VDN value, a dialog box similar tothe following is displayed:



Properties:

Coded proj-ect selection setup

The DNIS or VDN number to be set up. Your entry can beup to 10 characters. To create a default record, enter theword DEFAULT. For more information, see Default Map-ping.

The code can contain any characters, including spaces.For example, TEST STUDY is a valid code. Codes arecase-sensitive. For example, the system considersREBATE and rebate as different codes.

The DNIS number that is received by EDGE may not bethe entire phone number that was dialed. Some tele-phony APIs truncate this to the last four digits, or trans-late it to some other number defined on the API. Formore information on determining the DNIS used, seeyour gateway documentation.

Project name The project to associate with the DNIS or VDN number;must be selected from the drop-down list box.



The records set up using this feature are stored in the file ISDNINDEX.For the file layout of the ISDNINDEX file, see Appendix B.


5Agent Setup

Overview To use the EDGE Telephony Gateway, a workstation ID must be setupfor each agent. This section describes the following:

• Precedence of Workstation ID Settings.

• Workstation ID Properties.

• Setting the Workstation ID


Agent Setup Precedence of Workstation ID Settings

Precedence of Workstation ID SettingsWorkstation ID properties can be set up in several places withinEDGE. As a result, workstation ID properties set in certain areas canoverride other settings within EDGE. For example, assume the EDGEclient station setup is defined at a workstation specifying an inboundextension of 1000. When the agent logs in to EDGE Client, the exten-sion 1500 is specified. The extension 1500 specified in the worksta-tion ID field on the login screen overrides the extension of 1000 sincethe login screen has a higher precedence. The EDGE Telephony Gate-way uses the following precedence order to determine workstationID settings:

1. TELEPHONY Verb.

2. SYS Fields.

3. EDGE Client Login Screen.

4. EDGE Client Station Setup.

5. EDGEO.INI File.

6. Users Tab (EDGE Developer).

7. Ports Tab (EDGE Developer).


Agent Setup Workstation ID Properties

Workstation ID PropertiesThe workstation ID properties define an agent’s access for the EDGETelephony Gateway. The information specified for the workstation IDvaries depending on the gateway. The following properties are sup-ported:

Alias For CallPath, the ID used to uniquely identify thisagent on the switch. Specify an alias for each ACDgroup, separating each with a colon, or specify onealias to be used by all ACD groups. With CallPath,this data is passed in the message STLINVK when theactivity is STL_AGENT_LOGON.

Typically this ID is used in place of the inboundextension to log the agent into the assigned ACDgroups, providing a method of identifying eachagent on switch reports, other than by extension.

For CV/LAN, you can optionally specify one of thefollowing:



• If using a Logon sequence, specify anystring to append at the end of thesequence; typically this is a password.

• If not using a logon sequence, specify anyvalue to be used for the agent logon; typi-cally this is a password. This is passed toCV/LAN using the ASAI RF command.

• If using EAS and not using a logonsequence, specify the EAS skill set ID (alsotermed the agent ID). Typically with EAS itis recommended to login in this manner.The skill set ID is also specified in the Call-set/group number property; these twoproperties should contain identical infor-mation.

Note: If no value is specified and a logonsequence is not used, the agent’s extensionis automatically sent with the RF com-mand when the agent logs in.

This property is only used with the CallPath and CV/LAN gateways.

Agent type Only used with the Genesys gateway.



Available mode Mode to be used when the agent is made availableimplicitly when logging in or returning to the Auto-Receive screen, or when the Make Agent Availablecommand is executed; the possible values varydepending on the gateway. For the modes usedwith each gateway, see Table 5-1.

Available The default mode for Rockwellagents. The CallWork Off and Call-Work On options can also be speci-fied for additional control.

CallWork Off

Turns off CallWork for Rockwell. Theagent is only in available mode.

CallWork On

Places agents in CallWork mode inaddition to available mode for Rock-well.

Inbound Explicit

Places the agent in manual inboundmode. In this mode, after the first callis finished, the agent must do one ofthe following to receive the next call:

• Execute a logic flow with theMake Agent Available com-mand.

• Press a button on the phone.

• Return to the Auto-Receivescreen.



Inbound Explicit is often used inapplications where the agent mustperform additional guide processingafter disconnecting a call. It preventsagents from receiving new callswhile performing after call guidework for the previous call.

Inbound Implicit

P laces the agent in automat icinbound mode. The switch automat-ically makes the agent available forthe next call when the previous callis disconnected.

Inbound Implicit is only used inapplications where the agent canreceive a new call while still complet-i n g t h e g u i d e f o r t h e o l d c a l l .Because the agent may receive a callwhen they are not on Auto-Receive,they may receive a call without thecorresponding screen pop.

Predictive Outbound

For the AIT EDGEdial plug-in, placesthe agent in predictive outboundmode.

Ready The agent is available to take calls.For information, see your switch doc-umentation.



For Davox, specify the default Termination Code forthe agent in the available mode property. A termina-tion code must be specified for agents to receive anew call after disconnecting. The agent’s availablemode is determined from the type of campaigns towhich the agent is assigned.

No available modes are used with the EIS Gateway.

Callset/group number

The callset (Dialers) or ACD groups (PBXs) to whichthe agent is assigned. To specify multiple ACDgroups, separate them with colons. When specifyingan ACD queue, typically the directory number of thequeue is used.

Except for the Davox Gateway, agents can beassigned to only one callset. For Davox, to specifymultiple callsets, separate them with colons.

For CV/LAN using EAS on a Avaya Definity switch,specify the agent’s skill set ID (also called agent ID).The skill set ID must also be specified in the Aliasproperty. No value should be specified in the deviceLogon sequence property.



For CV/LAN without EAS, specify the group numbers(separated with colons) followed by a pound sign(#), then the agent ID. For example, to log in togroups 94 and 95 with agent ID 2850, specify94:95#2850. Specify only G in the Logon sequence.When specifying the ACD group number, make sureyou specify the group extension number, not thehunt group number.

For Rockwell, an optional primary and secondarygroup can be specified; separate the primary andsecondary group numbers with a colon.

This property is not used with the Aspect or Aspect Con-tact Server Gateway.

Channel num-ber

This property is only used with Comverse. For informa-tion, see the Comverse documentation.

Equipment type The equipment type being used; can be one of thefollowing:

Aspect

teleset (I)

Specifies that a teleset (phone) isbeing used. This is the default.

Station (S) Specifies that a winset is used.

This property is only used with the Aspect and AspectContact Server Gateway.

Inbound exten-sion

The agent extension used to receive inbound calls. Ifnot specified, the outbound extension is used.



This property is only used with the PBX Gateways.

Information groups

The groups the agent is assigned to for accumulat-ing agent statistics for reporting. This property isoptional.


Outbound extension

The agent extension used to dial calls. For PBX Gate-ways, required if the extension used to dial out-bound calls is not the same one used to receiveinbound calls. Typically this is needed with a North-ern Telecom switch. If not specified, the inboundextension is used.

For the EIS/SER telephony module, the outbound exten-tion parameter is used to dial a remote agent. See thesection Remote Agents for additional information.

This property is not used with the Aspect or Aspect Con-tact Server Gateway.

Recording device

This property is only used with Comverse. For informa-tion, see the Comverse documentation.

Sign-in number The ID used to associate an agent with a directorynumber in the Spectrum database. This associationallows agents to be identified on reports. This is arequired property; specify a value between four andnine numeric digits long.




Supervisor sign-in number

The ID used to associate a supervisor with a directorynumber in the Spectrum database. This associationallows supervisors to be identified on reports. This isan optional property; specify a value between fourand nine numeric digits long.


Switch login ID The extension number associated with the agent forlogin to the switch. For Aspect this should be a fivebyte numeric value.

This property is only used with the Aspect, Aspect Con-tact Server, Davox, and Genesys gateways, the AITEDGEdial Plug-in, and TMI.

Switch login password

The password associated with the agent’s extensionfor login to the switch. For Aspect this should be anine byte alphanumeric value.

This property is only used with the Aspect, Aspect Con-tact Server,Davox and Genesys Gateways, the AITEDGEdial Plug-in, and TMI.

Telephony device

The telephony device to which the agent isassigned.



Unavailable mode

Mode to be used when an agent is made unavailableimplicitly when cancelling on the Auto-Receive orAuto-Dial screen, exiting from the Project Selectionscreen, or when the Make Agent Unavailable com-mand is executed. The different modes place agentsin a state where they do not receive calls. For somegateways, the time spent unavailable is tracked bythe switch, and the modes allow the time tracked ascall-related work and non-call-related work.

The possible values vary depending on the gateway;for each gateway’s modes, see Table 5-1.

Auxiliary Work

The agent is doing work that is notrelated to the call just completed,but is doing other work. The agent isunavailable for calls.

CallWork Off

For Rockwell, turns off CallWork. Theagent is only in unavailable mode. Tologoff the switch, the agent must beUnavailable and in CallWork Off.

CallWork On

For Rockwell, places agents in Call-Work and unavailable mode.

Force F o r D a v o x , r e l e a s e s t h e a g e n timmediately dropping any activecall, without regard to the impact onpacing. This allows the possibility ofan abandoned call.



Make Busy The agent is unavailable for calls.

Normal For Davox, makes the agent unavail-able for calls when all calls that havebeen dialed for that agent using thepacing method are complete. Oncethe unavailable command is issued,the agent may still receive one ormore new calls.

When this mode is specified and ana g e n t i s s u e s t h e M a k e A g e n tUnavailable command, an EDGEerror -1999 is returned in the statuscode field indicating that EDGE iswaiting for Davox to return an OBRKmessage before the agent is actuallyunavailable.

Priority 0 Releases the agent only if no predialis in progress. If a predial has begunor the agent is waiting to take a call,the dialer may send another call tothe agent in order to avoid the possi-bility of an abandoned call.

If the dialer refuses to release theagent, an error message displaysindicating the agent needs to take acall before being made unavailable.



Once the pending calls have beenanswered, the agent will be madeunavailable and EDGE Client willroute the agent to the project selec-tion screen.

Priority 1 Releases the agent either at the endof a call or while waiting for a call,without regard to the impact on dial-ing algorithms. This allows the possi-bility of an abandoned call.

Priority 2 Releases the agent immediately; ter-minates any live in progress call.

Start Wrapup

The agent is doing work related tothe call just completed, but is no lon-ger on the phone. The agent isunavailable for calls. This mode isalso referred to as After Call Mode.

Unavailable The default mode for Rockwellagents. Specify the CallWork Off andCallWork On options for more con-trol.



Table 5-1. Available and Unavailable Modes by Gateway

Available Modes Unavailable Modes

Ava

ilabl

e

CallW

ork

Off

CallW

ork

On

Inbo

und

Expl

icit

Inbo

und

Impl

icit

Pred

ictiv

e O

utbo

und

Read

y

Aux

iliar

y W

ork

CallW

ork

Off

CallW

ork

On

Forc

e

Mak

e Bu

sy

Nor

mal

Prio

rity

0

Prio

rity

1

Prio

rity

2

Star

t Wra

pup

Una

vaila

ble

AIT EDGEdial Plug-in D D

Aspect D D

Aspect Contact Server

D D

CallPath Avaya Definity

D

CallPath Nortel D D

CallPath ROLM D D

CV/LAN D

Davox D

Davox ext. call table D

Davox w/out admin D

Genesys Avaya Definity

D



Genesys Nortel D

Rockwell [not sup-ported]

D D

EIS Available and unavailable modes are not supported.

TMI The available and unavailable modes supported are configured by the TMI server developer; for more information, see the message F.

The letter D specifies the default mode. A checkmark () specifies a supported mode.

Table 5-1. Available and Unavailable Modes by Gateway (continued)

Available Modes Unavailable Modes

Ava

ilabl

e

CallW

ork

Off

CallW

ork

On

Inbo

und

Expl

icit

Inbo

und

Impl

icit

Pred

ictiv

e O

utbo

und

Read

y

Aux

iliar

y W

ork

CallW

ork

Off

CallW

ork

On

Forc

e

Mak

e Bu

sy

Nor

mal

Prio

rity

0

Prio

rity

1

Prio

rity

2

Star

t Wra

pup

Una

vaila

ble


Agent Setup Setting the Workstation ID

Setting the Workstation IDThis section describes, in order of precedence, each method of set-ting the workstation ID. For more information on the precedence ofsettings, see the section Precedence of Workstation ID Settings.

TELEPHONY Verb

The telephony device and callset or ACD groups (as well as availableand unavailable modes) can be set using the TELEPHONY Verb.When set with the verb, the settings remain in affect only for thatcommand. For example, assume an agent’s callset is set to DIAL1 inthe EDGE Developer user ID setup. Then callset DIAL2 is used in theTELEPHONY verb Make Agent Available. If the next command issuedis Open Campaign, and does not specify a callset, the default DIAL1from the workstation ID is used. Therefore, if setting the workstationID properties using the TELEPHONY verb, it is recommend that theybe set on all commands issued.

SYS Fields

Some workstation ID settings can be set by copying the desiredvalue into the respective SYS field as shown in Table 5-2. This is notsupported for all workstation ID properties. If a value is copied into aSYS field, it remains in effect until the agent exits EDGE Client, or a



null value is copied into the SYS field. For information on the SYSfields, see the section SYS Fields.

Table 5-2. Workstation ID Properties and SYS Fields

Workstation ID Property SYS Field

Alias $TP.ALTNAME

Agent type $TP.AGENTTYPE

Available mode $TP.AVAIL

Callset/group number $TP.ACDGRP

Channel number $RECORDING.CHANNEL

Equipment type $TP.SETTYPE

Inbound extension $TP.INEXT

Information groups $TP.SWINFGROUP

Outbound extension $TP.OUTEXT

Recording device $RECORDING.DEVICE

Sign-in number $TP.SWNUM

Supervisor sign-in number $TP.SWSUPNUM

Switch login ID $TP.SWLOGIN

Switch login password $TP.SWPASS



EDGE Client Login Screen

The workstation ID can be set in the workstation ID field on the EDGEClient login screen. The properties used vary depending on the gate-way used, as described in each workstation ID property description.

The workstation ID properties should be specified in the followingorder, with each property separated by commas (if you do not wantto set a property, enter a comma to hold the place):

1. Inbound extension.

2. Outbound extension.

3. Callset/group number.

4. Telephony device.

5. Alias.

6. Available mode.

7. Unavailable mode.

Telephony device $TP.DEVICE

Unavailable mode $TP.UNAVAIL

Table 5-2. Workstation ID Properties and SYS Fields (continued)

Workstation ID Property SYS Field



8. Equipment type.

9. Switch login ID.

10. Switch login password.

11. Recording device.

12. Channel number.

13. Sign-in number.

14. Supervisor sign-in number.

15. Information groups.

16. Agent type.

For example, the following might be specified on the login screen:

4001,,02:11,CALLPATH,JOHNDOE

In this example, the inbound extension is 4001, no outbound exten-sion is specified, the agent is assigned to the ACD groups 02 and 11,the agent is using the telephony device CALLPATH, and the agent’salias is JOHNDOE.

EDGE Client Station Setup

The workstation ID can be set in the EDGE client station setup win-dow. All of the workstation ID properties can be set in this window.



These properties can be saved; if so, they will be used each timeEDGE Client is started on the workstation. The available propertiesvary based on the specified gateway.

To access the workstation setup window, click the Station button onthe EDGE Client login screen. The Station button is enabled whenallowWkSetup in the [settings] area of the EDGEO.INI file is set to Y.(For more information on the EDGEO.INI file, see the EDGE Client Ref-erence Manual.)

When the Station button is clicked, a dialog box similar to the follow-ing is displayed:



Properties:

Add Adds settings for a device.

Available Devices

The devices defined using this station setup option.Multiple devices might specify different options for thestation.

Close Closes the workstation setup without saving the set-tings.

Default Device

The device specified as the default for the workstationusing the command button Set as default.

Duplicate Not currently supported.

Edit Edits the device settings. For more information, see thesection Edit Workstation.



Changes made through the Edit command do not change the serveruser ID properties, but have a higher precedence; therefore, theyoverride the user ID settings, if any.

Edit Workstation

If you select the Add or Edit command on the Workstation Setup dia-log box, a dialog box similar to the one below is displayed. The prop-erties that can be set for your device are enabled and those thatcannot are grayed.

Remove Removes the device from the display.

Set as default Saves the settings to the EDGEO.INI file and to the cur-rent workspace; these settings will affect all EDGE Clientsessions using this EDGEO.INI file. When set, the DefaultDevice property displays a list of the settings for thedevice.




EDGEO.INI File

The workstation ID can be set in the userWorkstation option in theEDGEO.INI file settings section for each workstation. The propertiesare specified in the order indicated for the EDGE Client Login Screen.The EDGEO.INI option loginAtStartup=Y must also be specified.

Properties:

These properties are defined in the section Workstation ID Prop-erties.



For information on specifying EDGEO.INI options, consult the EDGEClient Reference Manual.

Users Tab (EDGE Developer)

The workstation ID can be set in the Users area in EDGE Developer foreach user. These properties are used each time the agent logs intoEDGE Client. The Inbound extension and Outbound extension can-not be specified as part of the User ID.

Note: If none of the options are selected in the Telephony area Config-uration command, the telephony properties set in the User areaare not used. The workstation ID properties must be set usinganother method.

The User Definition tabbed page is similar to the following:



For more information on user IDs, see the EDGE 7.10 Developer Ref-erence Manual.

Ports Tab (EDGE Developer)

Properties:

These properties are defined in Workstation ID Properties.



The workstation ID can be set in the Station name property on thePorts tab in the Server area. Specify the workstation ID in the samemanner described for the EDGE Client Login Screen. This is only use-ful if the same workstation always has the same port number, typi-cally true with serially connected stations. For more information ondefining the port setup, see the EDGE 7.10 Developer ReferenceManual.


Agent Setup Remote Agents

Remote AgentsRemote agent dialing is supported only with the EDGE TelephonyGateway for EIS, also know as the SER dialer gateway.

Remote Agent dialing is used when a number must be dialed toreach an agent before they can start sending or receiving calls. Typi-cally, this is used when the agent is working from a home office butany number/extension that can be reached by the dialer/switch maybe used. When an agent first logs in to EDGE telephony (via auto-receive/dial, the TELEPHONY verb, or otherwise implicitly whenneeded), the agent remote number will be dialed and the agentmust usually say 'hello' before being made available to make orreceive calls. The agent remains on-hook throughout the duration oftheir logon session and will automatically be disconnected whenthey log out.

To use remote agent, the number that the dialer should call shouldbe specified in the Outbound extension property of the WorkstationID. In some circumstances, this number may need to be prefixed witha '9' to dial an outside line (whether this is needed depends on thedialing rules configured on the dialer and/or switch).

Note: In some cases, the Inbound extension number is not used directlyby the dialer/switch and is only used by EDGE to uniquely iden-tify an agent from a telephony perspective. In these cases, any


Agent Setup Remote Agents

value allowed by the switch should work (the EDGE user ID couldbe used, for example). However, this value must not be the sameas the Outbound extension; otherwise EDGE will assume a nor-mal telephony login is desired.


6Dialer Setup

Overview

AIT EDGEdial Plug-InAspectAspect CSCallPath AvayaCallPath NortelCallPath ROLMCV/LAN

Davox Davox ext. call table Davox w/out admin EIS

Genesys AvayaGenesys Nortel

TMI


Dialer Setup Overview

After setting up the device and workstation IDs for the dialer gate-ways you can perform the following:

• DIALER Queue Setup.

• Callsets.

• Dialer Status.

• Transfer.


Dialer Setup DIALER Queue Setup

DIALER Queue SetupUsing the EDGE Telephony Gateway with predictive dialing requiresa DIALER queue for every project that is part of a callset. When callsare sent to the predictive dialer, the queue transfer (Qtrans com-mand) automatically places the calls into the DIALER queue. Forinformation on queue transfers, see the Qtrans command andQueues chapter in the EDGE 7.10 Developer Reference Manual.

The DIALER queue is created for each project when the project is cre-ated, regardless of whether telephony is enabled at that time or not.

If your project does not have a DIALER queue (for example, if upgrad-ing a project from a pre-3.6 version of EDGE), you should manuallycreate one. Define the queue as shown in the following picture:


Dialer Setup DIALER Queue Setup

For information on defining queues, see the EDGE 7.10 DeveloperReference Manual.


Dialer Setup Callsets

CallsetsA callset is equivalent to a predictive dialer campaign. It consists of alist of queues from one or more EDGE projects, which make up therecords to be called.

An agent can be assigned to only one callset at a time. The callset isspecified in one of the following places; these are listed in highest tolowest precedence order:

• In the TELEPHONY verb command Agent Logon or Open Linkto Hardware.

• In the Workstation ID property on the EDGE login screen. Formore information, see the section EDGE Client Login Screen.

• In the EDGE Client Station setup. For more information, seethe section EDGE Client Station Setup.

• In the Callset property in the User Definition Setup. For moreinformation, see the section Users Tab (EDGE Developer).

• In the Station name property in the Port Setup. For moreinformation, see the section Ports Tab (EDGE Developer).

For example, if an agent specifies a callset as ABC while logging in,and the Open Link to Hardware command is executed from a logicflow specifying the campaign as DEF, the agent is actually assignedto the DEF campaign.



Callsets can contain queues from one project or from multiple proj-ects. A single queue can be specified in more than one callset.

Callset Design When designing the callsets to use, it is important to keep in mindthat the predictive dialer pacing algorithm is more efficient withmore agents. The pacing algorithm will cause very few calls to bedialed if there are only a few agents on a campaign. This means thatthe fewer agents working on a single callset, the longer the agentswill wait after completing one call before receiving the next.

Common ways of organizing calls into callsets are:

• One callset per project, agents are assigned to one particularcallset:

This is commonly used for large outbound projects since thecallset contains queues from a single project.

• A callset for all projects, all agents are assigned to this callset:

This is commonly used in situations with large numbers ofprojects from which only a few calls need to be made eachday since the callset contains queues from all outbound proj-ects.

• A callset for each group of agents:

This is commonly used for situations where special groups ofagents (for example, Spanish speaking agents take all calls



that are in Spanish) are needed to take calls for all projectssince the callset contains only the queues for one group ofagents. The callset may contain queues from a single projector multiple projects.

• One callset per agent:

This is not commonly used since the callset contains only thequeues for one agent. Each callset may contain queues from asingle project or multiple projects.

Note: Using one callset per agent is strongly discouraged because it isvery inefficient from a dialer standpoint.

In the example in Figure 6-1, callset 1 includes queues A and B, call-set 2 includes queues B, C, and D, and callset 3 only includes queue E.



Figure 6-1. Callset Example

Update Servers with Callset

When the callset is saved, you are prompted to update the serverswith the modified callset. If you select Yes, the callset properties aresent immediately to the generic set of telephony servers. If you selectNo, the dialer is not updated with the new callset properties until thecampaign is closed and reopened, or the TELEPHONY commands SetCampaign Parameters and Update Dialer with Callset are executed.

Queue A Queue B Queue C Queue D Queue E

Callset 1 Callset 2 Callset 3

DialerCampaign 1

Dialer Campaign 2

Dialer Campaign 3

Project 1 Project 2

EDGE

Dialer



Alternate Phone Number Selection

Alternate phone number selection is the ability to send a predictivedialer additional phone numbers (one at a time) when a dial resultsin a non-connect. For example, a customer can be attempted at ahome number, a work number, and a cellular number. The alternatephone number feature in the Callset area defines which type of alter-nate phone number selection should be used, if any.

There are two types of alternate phone number selection featuresthat can be enabled:

An alternate phone number can be sent to the dialer each time a calldoes not result in a connection. However, EDGE must know that thecall did not connect. For the telephony device interface, this meansthe callset must be configured to return all non-connects to EDGE.

Note: For EIS, if using alternate phone numbers, do not set the No con-nects property in the Callset area on the EIS 1 tab to the typeReturn to Host at Close (do not mark as returned). If set, it causes

Regular Alternate Phone Number Selection

The developer can specify a property todetermine when the alternate phone num-bers are transferred to the dialer.

Enhanced Alternate Phone Number Selec-tion

The developer can specify properties todetermine which alternate phone numbersare dialed, as well as when the alternatephone numbers are transferred to bedialed.



the alternate phone numbers to be dialed only after the cam-paign is closed and reopened.

STATUS Fields Used with Alternate Phone Number Selection

The alternate phone numbers must be written to the STATUS file intothe field ALTPHONE. This can be accomplished using seeding orusing a task; however, populating ALTPHONE from a task is not rec-ommended during live operations. The ALTPHONE field is a multival-ued field that contains the original phone number that is also in theSTATUS field TELNO as the first value, and each alternate phonenumber as subsequent values. The phone numbers in the field ALT-PHONE are referred to as the phone list.

Note: The ALTPHONE field must include all phone numbers for the cus-tomer.

The alternate phone number selection feature tracks the currentphone number at the dialer, and the starting phone number in thefollowing STATUS file fields:

ALTINDEX Contains the multivalue position of the phone num-ber in the phone list that is currently at the dialer; thisis referred to as the alternate index.



Precedence of Settings

Alternate phone number selections can be defined in the followingareas, listed in order of precedence, highest to lowest:

• Telephony Dialer tab, referred to as the dialer status setting.

• Callset Queues tab, referred to as the queue-level setting.

• Callset Admin tab (available only for Enhanced), referred to asthe callset-level setting.

Regular Alternate Phone Number Se-lection

If the call event with the original phone number is returned as a non-connect, the following occurs:

TELNO Contains the phone number from the phone list thatis currently at the dialer. This phone number corre-sponds with the multivalue position in the phone list(ALTPHONE field), specified by the ALTINDEX field.

START_INDEX Contains the multivalue position of the phone num-ber in the phone list to send to the dialer first; this isreferred to as the starting index. This is used forenhanced alternate phone number selection only;for regular alternate phone number selection, thisfield is ignored, and the starting index is always 1.



The Alternate Dial Type for the call event is checked to determinewhen the next phone number is sent to the dialer. The alternate dialtype options are:

• Allow EDGE to reschedule.

• No redial.

• Redial immediately.

If the alternate dial type is set to redial immediately, EDGE moves thenext phone number in the phone list to the TELNO field, sets thealternate index to 2, and sends the call to the dialer immediately.

If the alternate dial type is set to allow EDGE to reschedule, EDGEmoves the next phone number in the phone list to the TELNO field,sets the alternate index to 2, and transfers the call to the queue spec-ified by the status code for that non-connect cause, or if none is spec-ified, the default destination queue for that source queue in thecallset. The scheduled date (SCHED.DATE) and scheduled time(SCHED.TIME) are set from the values specified in the callback delayor the default callback delay from the Queues option setup screen.At the scheduled time the alternate phone number is transferred tothe dialer from the new queue.

If the alternate dial type is set to no redial, EDGE transfers the call tothe queue specified by the status code for that non-connect cause,or if none is specified, the default destination queue for that source



queue in the callset. The scheduled date (SCHED.DATE) and sched-uled time (SCHED.TIME) are set from the values specified in the call-back delay or the default callback delay from the Queues optionsetup screen. At the scheduled time the call is transferred to thedialer from the new queue. This differs from the allow EDGE toreschedule option in that the original phone number is resent, noalternate phone numbers are used.

Note: If the destination queue is not part of the callset definition, thecall is not returned to the dialer. For information on setting thedestination queue, see the section Default Dest Queue. For infor-mation on including queues in the callset, see the sectionQueues.

If this dial results in a connect, the phone number remains in theTELNO field of the STATUS file, and the call is transferred to an agent.If the call is returned to EDGE as a non-connect, the alternate dialtype is determined, and the above process is repeated. This contin-ues, cycling again and again through the phone list, until there is asuccessful connect.

Note: The call continues to be resent to the dialer until it is sent to aqueue that is not in the callset, or it results in a connect.



If the campaign is closed before the telephone numbers cycle backto the original phone number, whichever alternate phone numberwas last used remains in the TELNO field.



Figure 6-2. Regular Alternate Phone Number Selection

Call is transferred immediately.

Is Alternate Dial Type set to No Redial?

Alternate Dial Type is not set. Call is transferred to the Desti-nation Queue. The phone number does not change.

Call is transferred to the Destination Queue. The scheduled date and time are set. The next phone number in the phone list is moved to the TELNO field.

Call is transferred to the Des-tination Queue. The sched-uled date and time are set. The phone number does not change.

Call is transferred at the time sched-uled, if the queue is part of the call-set.

Call is transferred at the time sched-uled, if the queue is part of the call-set.

Call Sent to Dialer.

Call Sent to Agent.

The next phone number in the phone list is moved to the TELNO field.

Non-Connect Connect

No

No

Yes

Is Alternate Dial Type set to Allow EDGE to Reschedule?

Is Alternate Dial Type set to Redial Immediately?

No

Yes

Yes



Enhanced Alter-nate Phone Num-ber Selection

The actions that occur using enhanced alternate phone numberselection are shown in Figure 6-3, and described in this section.



Figure 6-3. Enhanced Alternate Phone Number Processing

Determine Start-ing Index

Determine Which Alternate Num-ber

Determine Alternate Dial Type

Move the next phone number in the list to the TELNO field and incre-ment ALTINDEX

Move the phone num-ber specified by the starting index to the TELNO field

Set the scheduled time from Callback Delay and transfer the call to the specified Destination Queue

Call Sent to Dialer

Call Sent to Agent

Dial at the scheduled time

Starting Index

No Redial

or Allow EDGE to schedule

Last Num-ber

ConnectNon-connect

Redial Immediately

Alt Num Wrap

or Alt Num no Wrap



Unlike regular alternate phone number selection, the first phonenumber sent to the dialer can be any number in the phone list. Thefirst number is that indicated by the starting index field in the callset,or for a particular call event, the value in the START_INDEX field. TheSTART_INDEX field takes precedence over the starting index in thecallset. If both values are null, a starting index of one is used, identicalto Regular Alternate Phone Number Selection.

Note: If the starting index is invalid (for example, there are 3 phonenumbers in the phone list, and 4 is specified as the startingindex), the call event is not transferred to the dialer.

When the starting index is determined, the starting index is copied inthe ALT_INDEX field, the phone number corresponding with thestarting index is copied into the TELNO field, and the call is trans-ferred to the dialer.

Which Alternate Phone Number

If the call event with the starting phone number is returned as a non-connect, the next phone number to send to the dialer is determined



from the Which alternate number property which has the followingchoices:

Callset starting index

Sends the phone number the multivalue positionspecified by the START_INDEX field of the STATUSfile for that call event, or if START_INDEX is null, inthe multivalue position specified by the Callsetstarting index property.

Last number dialed

Resends the phone number that was last sent.

Next alt number - no wrap

Sends each alternate phone number as follows:

Increments the alternate index by one, transfer-ring the associated phone number, until the endof the phone list is reached. Regardless of theposition of the starting number in the list, onlythose phone numbers following the starting num-ber are sent to the dialer. For information on whatoccurs when the numbers have all been dialed,see the section Ending Alternate Phone NumberProcessing.

For example, if the starting index is 3, and thereare a total of 6 phone numbers in the alternatephone number field, with this option, numbers 3through 6 are sent to the dialer one at a time, inthat order.



The Which alternate number property can be set using one of the fol-lowing, listed in highest to lowest precedence order:

• Telephony Dialer command.

• Callset Queues command.

• Callset Admin command.

Alternate Dial Type

Once EDGE has determined which alternate phone number to trans-fer to the dialer, it must determine when to transfer the call. Thealternate dial type is essentially the same for regular and enhancedprocessing. The differences are noted.

Use previous level value

Specifies to use the value for Which alternatenumber that is specified in the previous prece-dence level (that is, callset-level or queue-level).For more information, see Precedence of Settings.

Allow EDGE to reschedule

Specifies that EDGE reschedules the call for the alter-nate telephone number. This uses the regular queuecallback scheduling, using the value in the DefaultCallback Delay property or CB Delay property. Formore information, see the section Queues.

No redial Has different meanings for enhanced and regularprocessing as follows:



Enhanced processing

The call is rescheduled using the reg-ular queue callback scheduling.There is no difference between thisopt ion and the Al low EDGE toreschedule option.

Regular processing

The call is rescheduled using the reg-ular queue callback scheduling, butthe starting phone number is redi-aled, not an alternate phone num-ber.

Redial immedi-ately

Specifies that EDGE immediately transfers the callevent with the alternate phone number to the dialer.



Note: Remember that with enhanced alternate phone number selec-tion, which phone number is sent to the dialer is independent ofwhen the phone number is sent.

Next alt num-ber - wrap

Sends each alternate phone number as follows:

Increments the alternate index by one, transferringthe associated phone number, until the end of thelist is reached, then resets the alternate index to one,and continue to increment and transfer numbers tothe dialer, until the starting phone number isreached. With this option, all alternate phone num-bers are attempted. For information on what occurswhen all numbers have been dialed, see the sectionEnding Alternate Phone Number Processing.

For example, if the starting index is 3, and there are atotal of 6 phone numbers in the alternate phonenumber field, with this option, the phone numbers 3through 6, then numbers 1 and 2 are sent to thedialer one at a time, in that order.

Use previous-level value

Specifies the Alternate Dial Type setting that is spec-ified in the previous precedence level (i.e. callset-level or queue-level). This option is only valid forenhanced processing. If selected with regular pro-cessing, the default of no redial is used.



The alternate dial type can be set using one of the following, listed inhighest to lowest precedence order:

• Telephony Dialer command.

• Callset Queues command.

• Callset Admin command.

Processing Alternate Phone Numbers

When an alternate phone number is sent to the dialer, the ALTINDEXfield is set to the multivalue position of the phone number trans-ferred, and the phone number is copied into the TELNO field.

If any dial results in a connect, the phone number remains in theTELNO field of the STATUS file, and the call is transferred to an agent.

Ending Alternate Phone Number Processing

Enhanced Alternate Phone Number processing stops once all dialednumbers in the phone list result in non-connects (as determined bythe Which alternate phone number property) if both of the followingconditions are met:

• An End Queue or Default End Queue is specified in the CallsetQueues command. If an end queue is not specified, the callevent is sent to the destination queue and result defined in



the Callset Queues option. The call is redialed from thatqueue at the time specified by the alternate dial type.

• The end queue is not part of the callset. If the end queue ispart of the callset, the call is dialed again as part of thatqueue’s call list.

For more information on end queues, see Queues.

When a call is sent to an end queue, the following actions occur:

• The starting phone number is written to the TELNO field.

• The ALTINDEX field is reset to the starting index.

• The destination queue that would have been appropriate (forexample, the destination queue for the non-connect statuscode that was last returned) is written to the STATUS file fieldDEST_QUEUE. This allows the calls in the end queue to besorted by the final non-connect status code, such as all thebusies, all the answering machines, and so on.

If the campaign is closed before the telephone numbers cycle backto the original phone number, whichever alternate phone numberwas last used remains in the TELNO field.


Dialer Setup Callset Area

Callset AreaThe Callset Area is used to specify the components of a callset, aswell as to define it. This section describes the following tabs:

• Admin.

• Davox.

• Davox2.

• EIS 1.

• EIS 2.

• Intervoice 1. This tab is no longer supported; it is retained forbackward compatibility.

• Intervoice 2. This tab is no longer supported; it is retained forbackward compatibility.

• ITC. This tab is no longer supported; it is retained for back-ward compatibility.

• Projects.

• Queues.

• EDGEdial/CTI.

• EDGEdial/Dialer.



Note: Callset names can include underscores.

Admin The Admin tab is used to specify the components of a callset.



Properties:

Alternate Phone Number

Group box defines alternate phone number proper-ties. See page 178.



Call ID is phone number

Specifies whether the call ID of the STATUS file is thetelephone number to be dialed. If checked, the callID must be the phone number. If not checked, theSTATUS file is read to extract the phone number.(Using the call ID as the phone number saves theadditional STATUS file read, thus resulting in moreefficient processing.)

Callback time limit

The number of minutes ahead of the current time toconsider when selecting scheduled callbacks to sendto the dialer. Only used with time-ordered queues.

For example, if a call is scheduled for 2 PM and thecallback time limit is set to 15 minutes, it is trans-ferred to the dialer no earlier than 1:45 PM.

Callset mix type Specifies how the call events sent to the dialer areselected; can be one of the following:

Random based on percentages

The dialer selects call events from allcallset queues in a random order,based on the percentages identifiedfor the callset queues in the CallsetQueues option.




EDGE determines all percentagesfrom a base of 100 calls. Therefore,each request for calls is not brokenup by percentage, but all requestsadding up to 100 calls follow thespecified percentages.

After 100 calls have been trans-ferred, the queues are randomizedand the process repeats. For theb e s t r e s u l t s , t h e p e r c e n t a g e sassigned to the callset queuesshould add up to 100%.

However, EDGE actually sends thecalls in five-call packets, with onepacket coming from one queue. Ifthe queue has no calls, EDGE gener-ates an empty packet and sends it tothe dialer.

This type of call transfer allows themost randomization; however, itcan require a great deal of systemresources because EDGE sends amessage to the dialer for every fivecalls transferred.




For example, assume there is arequest for 50 calls. The callset con-sists of queues A, B, and C. Queue Bis set to 50%, and the queues A andC are set to 25% each. There is arequest for 50 calls.

EDGE randomly assigns an order topull calls from the queues, such as C(25%), A (25%), B (50%). EDGE alter-nates between queue C and queueA, transferring five calls from eachqueue until 50 calls have beentransferred.

There is a second request for 50calls. EDGE transfers all 50 calls fromqueue B in five-call packets. Nowthat 100 calls have been transferred,with the next request EDGE ran-domizes the queue order again, per-haps queue A first, then C, then B.

This option is recommended for usewith campaigns that have a smallnumber of queues (typically nomore than five), with an even distri-bution of percentages among thequeues.




Sequential based on percent-ages.

The dialer selects call events fromeach queue in order, based on per-centages identified for the callsetqueues.

EDGE determines all percentagesfrom a base of 100 calls. Therefore,each request for calls is not brokenup by percentage, but all requestsadding up to 100 calls follow thespecified percentages.

After 100 calls have been trans-ferred, the process repeats. For theb e s t r e s u l t s , t h e p e r c e n t a g e sassigned to the callset queuesshould add up to 100%.

When EDGE receives the request forcalls, it checks that each queue hascalls. If a queue is empty, EDGE doesnot attempt to transfer any callsfrom it.




For example, assume there is arequest for 50 calls. The callset con-sists of queues A, B, and C. Queue Bis set to 50%, and the queues A andC are set to 25% each. There is arequest for 50 calls.

EDGE always transfers calls fromqueue A first, then B, then C. It trans-fers 25 calls from queue A, and 25calls from queue B. There is a secondrequest for 50 calls. EDGE transfersanother 25 calls from queue B, and25 calls from queue C. Now that 100calls have been transferred, with thenext request, EDGE repeats thesame pattern.

This option is only recommendedfor use with callsets that include alarge number of queues.

Sequential until hit upper limit

EDGE transfers call events from eachqueue in order. The upper Limitspecified for the queue in the CallsetQueues option controls the maxi-mum number of calls taken from thequeue per request.




For example, assume there is arequest for 50 calls. The callset con-sists of queues A, B, and C, each witha limit of 25. EDGE sends 25 callsf rom queues A and B for eachrequest. No calls are sent fromqueue C until either queue A or Bruns out of calls. If the limit forqueue A were set to 50, all callswould be pulled from queue A untilit ran out of calls.

Sequential until queue is exhausted

The dialer transfers call events fromthe each queue in turn, until thatqueue is empty.

For example, assume there is arequest for 50 calls. The callset con-sists of queues A, B, and C. EDGEtransfers 50 calls from queue A untilit is empty. Then the process repeatswith queues B and C.

Close callset on last signoff

Specifies whether to close the callset when the lastuser signs off the callset. If checked, the campaign isclosed when the last user logs out.




When the callset closes, all calls sent to the dialer forthe callset, that have not yet been dialed, arereturned to EDGE. Due to the processing of thereturned calls, there is a delay between the time thelast agent logs off a callset, and the next agent canlog back in.

Get message on PREVIEW con-nects

Specifies whether the server sends a connect mes-sage on preview connects. If checked, a CONNECTmessage is sent. This message gives EDGE the con-nection ID of the call so EDGE can subsequently per-form a hangup on the call.

Maximum calls in dialer

The maximum number of calls EDGE should main-tain on the dialer for this callset. The default is 20.

This property is available only if the Packet size typeproperty is set to Determined by Campaign.

Maximum download size

The maximum number of calls to transfer to thedialer each time the dialer requests more calls. Thedefault is 50.

This takes precedence over the number of callsrequested by the dialer or determined using thePacket size record; therefore, if those values aregreater than the maximum specified here, only thisnumber of calls are transferred.

Minimum calls in dialer

The minimum number of calls EDGE should maintainon the dialer for this callset. The default is 10.




This property is available only if the Packet size typeproperty is set to Determined by Campaign.

Miscellaneous Not currently supported.

Nuisance rate The desired maximum number of abandoned callsper thousand. Accepts values 0 - 150.

Open callset implicitly

Specifies whether an agent can open a campaignwithout explicitly executing an Open Campaigncommand. If checked, the campaign opens automat-ically when an agent becomes available for a cam-paign.

If this option is not checked, when an agent usingautomated telephony attempts to log into a closedcampaign, the agent is not assigned and is unable tolog in; an error will appear on the agent’s screen.

Packet size record

If using packets, the number of records to transfer tothe dialer at one time.

Packet size type Specifies the method used to determine the numberof calls to transfer to the predictive dialer at a time.For EIS, this is typically set to Determined by down-load request; can be one of the following:

Determined by down-load request

EDGE transfers as many calls as the dialer requests.




Determined by cam-paign

EDGE determines the number ofcalls to transfer to the dialer basedon a user-specified minimum num-ber of calls and maximum numberof calls to be maintained on thedialer. When the number of callsfalls below the specified minimum,EDGE calculates the differencebetween the number of calls thedialer has, and the maximum, andtransfers that number of calls.

EDGE ignores any requests by thedialer for calls, and only sends callswhen EDGE determines they areneeded.

The default value for the minimumis 10 calls per campaign. The defaultvalue for the maximum is 20 callsper campaign.

This option is recommended for useon predictive dialer systems that donot have effective pacing algo-rithms.




Use packet size speci-fied in call-set

Each time the dialer requests calls,EDGE transfers the number of callsdefined in the Packet size record,instead of the number requested bythe dialer.

Use packet size multi-plied by the number of agents logged on to this call-set

Each time the dialer requests calls,EDGE transfers the number of callsdefined in the Packet size recordmultiplied by the number of agentslogged into the callset, instead ofthe number of calls requested bythe dialer.


Properties: Alternate Phone Number

The properties in this group box are the following:

Alternate dial type

How the alternate telephone number is handledwhen this status code is received; can be one of thefollowing:

Allow EDGE to reschedule.No redial.Redial immediately.



These options are explained in the section AlternateDial Type. At the callset level, this property is onlyavailable if the Alternate phone number property isspecified as Enhanced.

Alternate phone number

The type of alternate phone number selection; canbe one of the following:

No Do not use the alternate phonenumber feature.

Yes Use the regular alternate phonenumber feature. For more informa-tion, see Regular Alternate PhoneNumber Selection.

Enhanced Use the enhanced alternate phonenumber feature. For more informa-tion, see Enhanced Alternate PhoneNumber Selection.

Callback time delay

The default callback delay setting. This setting indi-cates the delay before a call is redialed using analternate phone number; can be one of the follow-ing:

Dialer The dialer schedules the call for ac a l l b a c k b a s e d o n p r o p e r t i e sdefined on the dialer.

Properties: Alternate Phone Number (continued)



Now There is no delay; the call is immedi-ately returned to the dialer to beredialed. This is the default selection.

Now & Delay

The call is scheduled to be calledafter the number of hours and min-utes you specify has passed. To usethis choice, the call must be placedin a time-ordered queue.

This property is only available if the Alternatephone number property is specified as Enhanced.

Starting index The multivalue position in the ALTPHONE field ofthe STATUS file that contains the phone number tobe sent to the dialer first. The default value is one(1). This value is overridden for any call event by thevalue set in the START_INDEX field of the STATUSfile.

If there is not a phone number in the value positionspecified here, the call is not transferred to thedialer.


Which alternate number

Specifies which alternate phone number to send tothe dialer; can be one of the following:




Davox The Davox tab allows you to specify parameters for the Davox dialeror TMI. For Davox, each property directly corresponds with an optionin a Davox message. For more information on any property, consultyour Davox documentation. For TMI, any value can be specified inthe enabled fields. For information see the section TMI Callset Setup.

This tab is only used with the EDGE Telephony Gateway for Davox andTMI. Only the Davox settings are discussed in this chapter; for TMI set-tings see Appendix L.

Callset starting index.Last number dialed.Next alt number - no wrap.Next alt number - wrap.

These options are described in the section WhichAlternate Phone Number.





Properties:

Campaign type The type of campaign; can be one of the following:

Parameters list Text box



InboundOutbound

Purge calls Specifies whether to purge calls from the Davoxsystem when the campaign is closed. If checked,when the campaign closes, all calls sent by EDGE tothe Davox system that have not been connected toan agent are returned to EDGE, then deleted fromthe Davox system. This is the recommendedoption.

If the purge calls property is checked, the RunREQUEUE program property in the telephonydevice setup should also be checked. This ensuresthe two systems are kept in sync.

If cleared, when the campaign closes, all calls sentby EDGE to the Davox system that have not beenconnected to an agent, remain on the Davox sys-tem, and in EDGE the calls remain in the DIALERqueue. When the campaign is reopened, the Davoxsystem recommences dialing the numbers. In thiscase, the Run REQUEUE program property in thetelephony device setup should not be checked. IfREQUEUE runs, the agent could receive a call with-out the corresponding data.




Parameters for Set Campaign Users Command

The parameter values to send to Davox when acampaign is opened.

Clear all parame-ters

Clears all campaign option values. Ifselected, a confirmation messagedisplays asking if you want to deletethe existing values for every param-eter in the Parameters list property;can be one of the following:

YesNo

Current value of

The current value for the campaignoption. This property is display only.

Keep value Sets the selected value from thePossible values property for thecampaign option. Once selected,the value displays in the currentvalue box.

Parame-ters list

This list box lists all available cam-paign options. For more informa-tion, see the section Set CampaignUsers.




Possible values

This box lists all predefined values, ifapplicable, for the highlighted cam-paign option. I f this box is notenabled, the value must be enteredin the text box property. For moreinformation, see the section SetCampaign Users.

Text box The value, if applicable, for the high-lighted campaign option. If this boxis not enabled, the value must beselected from the possible valuesproperty. For more information, seethe section Set Campaign Users.

TAC Options Specifies how the TAC (Telephony Application Cli-ent), also know as a call script, will handle phonecalls.

Agents The number of agents used for pre-dictive dialing. The ratio of trunks toagents determines the pacing. Forexample, setting the trunk linesproperty to 3 and the agents to 2means there are 3 trunks dialing forevery 2 agents.




Specifying more trunks per agentresults in more aggressive pacing;fewer trunks per agent results in lessaggressive pacing.

Force Close Specifies whether to force the clos-ing of a campaign when the closecampaign is issued. If enabled, allactive calls are terminated when thecampaign is closed.

Trunk lines The number of trunk lines used inthe Telephony Access Client (TAC)ratio for predictive dialing. The ratioof trunks to agents determines thepacing.

Specifying more trunks per agentresults in more aggressive pacing;fewer trunks per agent results in lessaggressive pacing.

TAC name The name of the call script (TAC) onthe Davox Unison system.




Properties: Set Campaign Users

ABORTRD ABORT Recall Delay. The number of minutes betweenattempts on an aborted call. An abort occurs when thecustomer hangs up during the playing of a hold mes-sage. The default is 5 minutes.

AGT_OPT Agent Option. The action to take upon a request to senda call to a particular agent; can be one of the following:

If agent is logged off, pass the call to the general pool.If agent is not logged on or unavailable, end.If agent is unavailable, pass the call to the general pool of agents.

AMD Answering Machine Detection Enable/Disable; can beone of the following:

DisabledEnabled for home onlyEnabled for home or otherEnabled for other only

AMD_ACT AMD Action. Action to take if an answering machine isdetected; can be one of the following:



Dial next numberDial next number manually (connect agent, then dial)EndPass call to agentPlay message 1Play message 2Play message 4

Play message 5Play programmed message

AMD_END AMD End Action. The action to take after playing a mes-sage to an answering machine; can be one of the follow-ing:

Dial Next NumberEnd

AMDRD AMD Recall Delay. The number of minutes betweenattempts when a call results in an answering machine.The default is 5 minutes.

ANS_ACT ANSWER Action. The action to take if an answer isdetected; can be one of the following:

Properties: Set Campaign Users (continued)



Pass to AgentPlay Message 1Play Message 2Play Message 4Play Message 5

BRD Busy Recall Delay. The number of minutes betweenattempts on a busy number. The default is 5 minutes.

BUCUTAM Business Cutoff Time, AM. The earliest hour the businessnumber may be dialed (If BUS_CUT is enabled). Specifyan hour zero to 23 (0 - 23).

BUCUTPM Business Cutoff Time, PM. The latest hour the businessnumber may be dialed (If BUS_CUT is enabled). Specifyan hour zero to 23 (0 - 23).

BUS_CUT Business Cutoff. If enabled, the business number is onlydialed between the times specified in the BUCUTAM andBUCUTPM properties. If disabled, the business numbercan be called at any time; can be one of the following:

DisableEnable

CALL_OPT Call Options. The sequence of phone numbers to dial, ifany. The call script can be configured to dial multiplenumbers determined by call progress detection or aresult code generated by an agent (for example, busy orno answer); can be one of the following:




Dial Business number onlyDial Business then HomeDial Business then Home then OtherDial Business then OtherDial Business then Other then HomeDial Home number onlyDial Home then BusinessDial Home then Business then OtherDial Home then OtherDial Home then Other then BusinessDial Next Number in SequenceDial Other number onlyDial Other then BusinessDial Other then Business then HomeDial Other then HomeDial Other then Home then BusinessNo Calling at allPut data to screen

CPOM Call Processing On Manual. Specifies whether to auto-matically continue call processing based on call disposi-tion when operating in manual/preview pass mode; canbe one if the following:




Disable The agent is presented a record and giventhe option to dial the phone number. If theagent chooses to dial the record, the callprogress detection (for example, a busy sig-nal) can be heard. The agent does not hearthe dialing of the phone number.

No answer, busy

The agent does not hear the call progressdetection (for example, a busy signal) forcalls that are no answers or busies. Thesetypes of calls are marked as such and thenext action is executed.

The decision for the NO ANSWER disposi-tion is made using the RFNA value. Typi-cally, the next action is to terminate therecord.

Other call progress types (For example,ANSWERED, CONFUSED, REORDER, SITTONE, HIGH AND DRY, NO DIALTONE,

AMD, FAX/MODEM), are heard by the agent,who is responsible for processing the callappropriately.

DIR_ASST Directory Assistance Option. Function to be performed ifan agent dials Directory Assist; can be one of the follow-ing:




End (do not dial)Redial immediately Redial next pass

DROP Hold Message Option. The action to perform if the holdmessage completes, but there is no agent available; canbe one of the following:

End CallRedial ImmediatelyRedial Immediately Manual (connect agent, then dial)Redial Manual Next Pass

DROPRD DROP Recall Delay. The number of minutes betweenattempts on a dropped call. A drop occurs when thedialer hangs up after playing the hold message. Thedefault is 5 minutes.

FAULT Faulted Dial Option. The function to perform upon afaulted dial. A faulted dial is any call that generates a dis-p o s i t i o n o f T _ C O N F U S E D , T _ F A U L T ,T_DIALTONE_TIMEOUT, or T_INVALID_PHONE; can beone of the following:

Dial Next NumberEndRedial Immediately Manual (connect agent, then dial)




FORM Default Form. The identifier of the default form dis-played on the agent screen. The default is 1 (backwardscompatibility). For info on defining a form, see the sec-tion Davox Setup.

FORMPAGE Default Form Page. The identifier of the default formpage displayed on the agent screen. The default is 0. IfFORMPAGE is out of range, page 0 displays.

FREEDIAL Agent Free Dial. Specifies whether an agent can dial anynumber from the workstation; can be one of the follow-ing:

DisabledEnabled

HANGUP Party Hangup Option. The action to perform if a calledparty hangs up during the hold message; can be one ofthe following

EndRedial immediatelyRedial Immediately Manual (connect agent, then dial)Redial Manual Next Pass

HIGH&DRY High and Dry. The function to perform if no call progressis detected (for example, there is no answer, busy signal,or SIT tone); can be one of the following




EndNext numberRedial immediatelyRedial Immediately Manual (connect agent, then dial)Redial Manual Next Pass

HM_CUT Home Cutoff Time. If enabled, the home number is onlydialed between the hours specified in the HMCUTAMand HMCUTPM properties. If disabled, the home numbercan be dialed at any time.

DisableEnable

HMCUTAM Home Cutoff Time, AM. If HM_CUT is enabled, the earli-est hour the home number may be dialed. Specify anhour zero to 23 (0-23).

HMCUTPM Home Cutoff Time, PM. If HM_CUT is enabled, the latesthour the home number may be dialed. Specify an hourzero to 23 (0-23).

HOLDCYCL Hold Message Cycle Count. The number of times to playthe hold message. Specify a positive integer. The defaultis 0, indicating the hold message is only played once.

HU_BCAST Hangup on Broadcast. The action to take if a customerhangs up on a non-hold message; can be one of the fol-lowing:




EndRedial ImmediatelyRedial Immediately Manual (connect agent, then dial)Redial Next Pass

MDM_ACT Modem Action. If AMD is enabled, the action to takeupon detection of a fax or modem; can be one of the fol-lowing:

EndNext number

NAMDR Number of AMD Recalls. The number of consecutivetimes the system redials a number when an answeringmachine is detected. The default is 0; do not redialanswering machines.

NARD No Answer Recall Delay. The number of minutesbetween attempts on a no answer number. The defaultis 5 minutes.

NBR Number of Busy Recalls. The number of consecutivetimes the system redials a number when a busy disposi-tion is received. The default is 0; do not redial busy num-bers.




NNAR Number of No Answer Recalls. The number of consecu-tive times the system redials a number when a noanswer disposition is received. The default is 0; do notredial no answer numbers.

OT_CUT Other Cutoff. Specifies whether to enable/disable a cut-off time for other phone number. If enabled, the othernumber is not dialed after the configured cutoff time.

DisableEnable Using Business Cutoff valuesEnable Using Home Cutoff values

PLAY_ACT Play Message Action. Specifies whether the hold mes-sage is played when there are no agents available; canbe one of the following:

EndPlayback hold after all messagesPlayback hold after Msg 1Playback hold after Msg 1 & 2Playback hold after Msg 2

PLAY_MSG Play Message Option. Specifies which non-hold mes-sages are played; can be one of the following:




Allow user to play all messagesAllow user to play message 1Allow user to play message 2Allow user to play programmed messageDisable (No agent-generated messages)

PROFILE Option Profile. This is the name of a profile that containsall or some of the options that the call script should use.Profiles can be created directly on the Davox system. Ifspecified, this overrides the corresponding options set inthe EDGE callset.

PRV_TIME Preview Time. The number of seconds the call scriptwaits for an agent to initiate or terminate a preview call,before it assumes control and takes the action specifiedby the CALL_OPT value.

If the CALL_OPT value is set to NO_CALL or PREVIEW, thecall is terminated without a result when the time expires.

QR_OPT Queued Recalls Option. Specifies whether queued recallsare dialed in manual mode or automatic mode. This isonly for queued recalls, not busy recalls or any othertype of recall; can be one of the following:

AutomaticManual




RD_BU_M Redial Business Manual. The action to perform if anagent enters a result code to redial a business number inmanual mode; can be one of the following:

End CallRedial ImmediatelyRedial Next Pass

RD_BUS Redial Business. The action to perform if an agent entersa result code to redial a business number; can be one ofthe following:

End CallRedial ImmediatelyRedial Immediately Manual (connect agent, then dial)

RD_HM_M Redial Home Number Manual. The action to perform ifan agent specifies to redial a home number in manualmode; can be one of the following:


RD_HOME Redial Home. The action to perform if an agent enters aresult code to redial a home number; can be one of thefollowing:





RD_OT_M Redial Other Number Manual. The action to perform if anagent enters a result code to redial another number inmanual mode; can be one of the following:


RD_OTH Redial Other. The action to perform if an agent enters aresult code to redial another number; can be one of thefollowing:


RECALLQ Recall Queuing. Specifies whether to enable recall queu-ing. If disabled, only busy calls go to the recall queue.Can be one of the following:

DisableEnable




RECALLTZ Recall Queuing By Timezone. Specifies whether toenable recall queuing by timezone. If enabled, and it istoo early to dial the specified number, the record isrecalled five minutes after the earliest hour possible fordialing the time zone. This property is only in effect ifRECALLQ is enabled; can be one of the following:

DisableEnable

REORDER Phone Company Reorder. The action to perform if thecall progress detects a phone company reorder (fastbusy); can be one of the following:

EndNext NumberRedial Immediately Manual (connect agent, then dial)Same as busy

RESCHED Reschedule Option. The action to perform if a call isrescheduled due to pacing. This occurs when the call isdropped in mid-dial because the system has alreadyconnected more calls than there are available agents;can be one of the following:




Disable - no rescheduling.End - reschedule for next pass.Redial immediately (DANGEROUS!!!)Redial immediately/No reschedule (calls are redi-aled only once)

RESCHEDR Reschedule Recalls. Specifies whether rescheduledrecalls are to be performed in manual mode or auto-matic mode; can be one of the following:

AutomaticManual

RFNA Rings For No Answer. The number of rings allowedbefore a called is determined to be a No answer. Thedefault is 4.

SA_OPT Specific Agent Option. The action the call script takes if aspecific agent that was requested is not logged on, or ifthe request for the specific agent has timed out (ten min-utes); can be one of the following:

End CallPass to General Queue

This may apply to inbound calls or recalls.




SITBOCNC Sit Tone Circuits Busy. The function to perform if the callprogress detects a phone company SIT tone indicatingall circuits are busy or that due to telephone companyfacility trouble, your call cannot be completed at thistime.

Dial Next NumberPass to agentRedial immediatelyRedial Immediately Manual (connect agent, then dial)Redial manual next passSame as SITTONE

SITBOCRO Sit Tone No Call. The function to perform if the call prog-ress detects a phone company SIT tone indicating yourcall did not go through.





SITCARNC Sit Tone Long Distance Circuits Busy. The function toperform if the call progress detects a phone company SITtone indicating all long distance company circuits arebusy now.

Dial Next NumberPass to agentRedial immediately

Redial Immediately Manual (connect agent, then dial)Redial manual next passSame as SITTONE

SITCARRO Sit Tone Reorder. The function to perform if the callprogress detects a phone company SIT tone vacant,intercept, local nc, local reorder, network nc, networkreorder; can be one of the following:





SITIC Sit Tone Not As Dialed. The function to perform if the callprogress detects a phone company SIT tone indicatingthe call can not be completed as dialed.

Dial Next NumberEndPass to agentRedial immediatelyRedial Immediately Manual (connect agent, then dial)Redial manual next pass

SITTONE Sit Tone Option. The action to perform if the call prog-ress detects a generic phone company SIT tone; can beone of the following:

Dial Next NumberEndPass to agentRedial immediatelyRedial Immediately Manual (connect agent, then dial)Redial manual next pass.




Davox2 The Davox2 tab allows you to specify the length of the data fieldspassed from Davox to an EDGE guide with connected calls for theDavox dialer. A data form is defined on the Davox system, then thedata lengths are entered on this tab to synchronize the Davox andEDGE systems. For information on defining call forms, consult yourDavox documentation and Davox Setup. Only numeric input isallowed.

Caution! The total length of the connect and alerting messages fromDavox to EDGE is limited to 911 bytes. This includes certainstatic text, variable data, and the data in the fields on this

SITVC Sit Tone Not In Calling Area. The function to perform ifthe call progress detects a phone company SIT tone indi-cating you have dialed a number that cannot be reachedfrom your calling area or that the call can not be com-pleted as dialed.

Dial Next NumberEndPass to agentRedial immediatelyRedial Immediately Manual (connect agent, then dial)Redial manual next pass




tab; therefore the field lengths should be set as close to thesize of the actual data that will be used as possible. Unusedbytes in any field will be padded with spaces.



Properties:

Inbound form field lengths

The group box where the field lengths for theinbound call form are specified. For more informa-tion, see Table I-4.



ACD split The length of the ACD split field. Thedefault is 24.

ANI The length of the ANI f ield. Thedefault is 24.

C a m p a i g nname

The length of the campaign namefield. The default is 8.

DNIS The length of the DNIS field. Thedefault is 24.

Inbound/out-bound form field lengths

The group box where the length of the field sharedbetween the inbound and outbound call forms arespecified. For more information, see Table I-2,Table I-3, and Table I-4.

User data The length of the user data field. Thedefault is 32.

Outbound form field lengths

The group box where the field lengths for the out-bound call form are specified. For information, seeTable I-2 and Table I-3.

Key The length of the key field. The defaultis 6.

Phone The length of the phone number field.The default is 10.

Record ID The length of the record ID field. Thedefault is 6.




EIS 1 The EIS 1 tab allows you to specify properties for the EIS dialer. Eachproperty on this tab directly corresponds with an EIS messageoption. For more information on a specific feature, refer to your EISdocumentation.

This tab is only used with the EDGE Telephony Gateway for EIS.

When you select the EIS 1 tab from the Callset area, a page similar tothe following is displayed.



Properties:

Abandoned call Specifies how a call is to be treated whenanswered by a human voice, but abandonedbecause no agent is available; can be one ofthe following:

Hold in Campaign.Immediately Return to Host.Return to Host at Close (mark as returned).Return to Host at Close (do not mark as returned).

This property is available only if the No con-nects property is set to Process Individually.

Ans mach detection type

Specifies the type of answering machine detec-tion for EIS to use; can be one of the following:

Automatic E I S d e t e c t s a n s w e r i n gmachines.

Interactive Answering machines shouldbe passed to agents.

This property is available only if the Enableanswering machine detection property isselected.

Answering machine Specifies how a call is to be treated when a dialattempt is answered by an answering machine;can be one of the following:

white text




This property is available only if the No Con-nects property is set to Process Individually.

Billing code The four digit campaign identifier dialed afterevery telephone number to help break downthe telephone bill by campaign. This featureshould be setup in conjunction with the tele-phone service provider; otherwise, the extradigits are ignored.

Busy Specifies how a call is to be treated when a dialattempt is busy; can be one of the following:






Call processor ID The call processor to dial for the campaign. EISallows only 20 campaigns per call processor.

Campaign type Specifies the type of the campaign; can be oneof the following:

Inbound.Outbound.Preview.Validation.

Changed numbers Specifies how a call is to be treated when a dialattempt encounters a telco SIT message sayingthe number has been changed; can be one ofthe following:

Connect to Agent Station.Hold in Campaign.Immediately Return to Host.Return to Host at Close (mark as returned).Return to Host at Close (do not mark as returned).





Circuit busy Specifies how a call is to be treated when a dialattempt encounters a telco SIT message sayingthe call cannot be completed because of exces-sive traffic in the public network; can be one ofthe following:



Deassign all agent stations

Specifies whether all agent stations should bedeassigned when a Close Campaign commandis executed. If checked, all agents are loggedout when a Close Campaign command is exe-cuted.

Enable answering machine detection

Specifies whether answering machine detec-tion is to be performed. If checked, answeringmachine detection is used.




Fresh number Specifies how a call is to be treated when it hasnot been previously dialed; can be one of thefollowing:

Hold in Campaign.Return to Host at Close (mark as returned).Return to Host at Close (do not mark as returned).


Initialize files Specifies whether the campaign statistic fileson the EIS Gateway machine should be initial-ized when the Open Campaign command isexecuted. If checked, the files are initialized.

Invalid number Specifies how a call is to be treated when a dialattempt is made to an invalid telephone num-ber; can be one of the following:






Modem Specifies how a call is to be treated when a dialattempt is answered by a modem; can be oneof the following:



Move campaign files Specifies whether the EIS campaign filesshould be moved to the /tmp directory when aClose Campaign command is executed. Ifchecked, the files are moved, and remain in the/tmp directory until the EIS Gateway machine isrebooted. The campaign files contain informa-tion on all call events sent to EIS and reside onthe EIS cmg machine.

No connects Specifies how every call that does not result ina connect should be treated; can be one of thefollowing.




Process individually.Return to Host at Close (mark as returned).Return to Host at Close (do not mark as returned).

Number not in ser-vice

Specifies how a call is to be treated when a dialattempt encounters a telco SIT message sayingthe number is not in service; can be one of thefollowing:



Rejected record Specifies how a call is to be treated when it isrejected by the EIS Call Processor (for example,because the telephone number contains anon–numeric character); can be one of the fol-lowing:






Rescheduled dial attempt

Specifies how a call is to be treated when a dialattempt was scheduled by EIS for a callback ata later time; can be one of the following:

Hold in Campaign.Return to Host at Close (mark as returned).Return to Host at Close (do not mark as returned).


Ring-no answer Specifies how a call is to be treated when a dialattempt is a ring no answer; can be one of thefollowing:






Unknown number Specifies how a call is to be treated when a dialattempt encounters a telco SIT message sayingthat the telephone number is unknown; can beone of the following:






EIS 2 The EIS 2 tab allows you to specify additional properties for the EISdialer. Each property on this tab directly corresponds with an EISmessage option. For more information on a specific feature, refer toyour EIS documentation.

This tab is only used with the EDGE Telephony Gateway for EIS.

When you select the EIS 2 tab from the Callset area, a page similar tothe following is displayed:

Wait for all calls to be completed

Specifies whether EIS should wait for all inprogress calls to be completed when a CloseCampaign command is executed. I f notchecked, the campaign is closed immediatelyand all calls in progress are disconnected.




Properties:

Answering machine count

The maximum number of times to redial a callthat was answered by a machine, before pro-cessing the call as a non–connect. Zero indi-cates no redial. Accepts values 0 - 60 attempts.

Answering machine delay

The number of hours to wait before redialing acall that was answered by a machine. Zeroindicates no redial. Accepts values 0 - 48 hours.

Busy count The number of times to retry a phone numberwhen a busy signal is received. Accepts values1 - 60.

Busy delay The number of minutes to wait before redial-ing following a busy signal. Zero indicates noredial. Accepts values 2 - 60.

Call processor records per agent

The number of calls per agent that should beon the EIS call processor. Accepts values 1 - 4.

Logoff agents on sus-pend

Specifies whether all agent stations are unas-signed when a Campaign Suspend commandis executed. If checked, all agents are loggedoff a suspended campaign.

Minimum inventory request count

The minimum number of calls required by EISto maintain the optimum calling rate. Acceptsvalues 0 - 9999.



No–answer count The number of times to retry a phone numberwhen a no–answer result is received. Acceptsvalues 1 - 60.

No–answer delay The number of hours to wait before redialing ano–answer call. Zero indicates no redial.Accepts values 1 - 48 hours.

No–answer time The number of seconds to wait before deter-mining a call is a no–answer. Accepts values 18- 45.

Nuisance delay The number of minutes to wait before redial-ing an abandoned call. Zero indicates noredial. Accepts values 1 - 150 minutes.

Records per agent The number of additional calls per agent thatshould be in the EIS Gateway buffers. Acceptsvalues 0 - 4.

Rest time The target number of seconds to wait follow-ing the hangup of the previous call beforesending another call to the agent. Accepts val-ues 0 – 60 seconds.




Suppress campaign out of call message

Specifies whether to prevent the message CPreports campaign out of numbers fromappearing on the console, or in the EIS errorlog file prnt.logx where x is 1,2 or 3, dependingon the EIS Call Processor ID. If checked, themessage is not sent to the console or the logfile.

Use RB instead of RT Specifies whether to use the EIS RB message(Batch Return Record) instead of the EIS RTmessage (Return Record) when a TELEPHONYverb Get Records command or a TELEPHONYverb Close Campaign command is executedimplicitly or explicitly. If checked the RB com-mand is used. Using RB allows you to differen-tiate between records returned during regularprocessing, and those returned in batches.

Wait for all calls to be completed /force sus-pension

Specifies how calls that are in progress aretreated when a Campaign Suspend commandis executed. If wait for all calls to be completedis selected, the campaign is not suspendeduntil all agents complete their calls. If forcesuspension is selected, the campaign is sus-pended immediately and all calls in progressare disconnected.




Projects The Projects tab allows you to define the projects, files, and fields tobe associated with a callset. For the callset to work correctly, eachproject should be defined as a Callset Project. When you select theProjects tab from the Callset area, a page similar to the following isdisplayed:



Properties:

Export Layout The name of the export layout that defines thefields to be transferred.



Queues The Queues tab specifies the queues for the callset, the percentageof calls to be taken from the queue, the callback handling, and thedestination queue.

To edit an existing description, double-click the appropriate entry. Toadd a callset queue to the list, click in the Project column, select aproject, and begin entering information

When you select the Queues tab from the Callset area, a page similarto the following is displayed:

File Name The name of the file containing the fields to betransferred to the dialer.

Project The name of the project that is part of the callset.

Projects to be defined

A display-only list of the projects.

When the project has been defined on this tab, it isno longer listed here.




Properties:

Alternate Dial Type

Specifies the method for handling the alternate tele-phone number when this status code is received;can be one of the following:



Allow EDGE to reschedule.No redial.Redial immediately.Use previous-level value.

These options are explained in the section AlternateDial Type.

Callback Selects calls from the queue based on the scheduleddate and time for the callback in the STATUS file.Only calls that are currently scheduled to be calledare selected. This option should only be set for time-ordered queues.

Default Callback Delay

The default delay before a call is redialed; can beone of the following:

Dialer Dialer schedules the call for a callbackbased on properties defined on the dialer.

Now There is no delay; the call is immediatelyreturned to the dialer to be redialed.

Now + Delay

Call is scheduled to be called after thisnumber of hours and minutes has passed.To use this choice, the call must be placedin a time-ordered queue.

Default Dest Queue

The default destination queue for non-connectedcall events. Typically callbacks are scheduled intotime-ordered queues.

Properties:



Default End Queue

The default end queue to transfer call events after allalternate phone numbers result in non-connects. Ifan end queue is not specified, the call is transferredto the default destination queue.

If the Enhanced Alternate Phone Number feature isnot enabled for the callset, any value in this field isignored.

Default Result The default result to be set for non-connected calls.The callback schedule and queue defined for theEDGE result is superseded by that set in this prop-erty.

Filter AdHoc ID The name of the selection list to use as a filter forcalls selected from the queue. This gives greatercontrol over which calls are sent to the dialer.

Each time the dialer requests more calls from thatqueue, this selection list is run. The IDs in the queueare compared against the IDs in the report, and onlythose that match are transferred to the dialer.

IDs that are in the queue but not in the report areassigned a status code of F, and handled per thedefinition of the status code F. For more informationon status codes, see Dialer Status.

Properties:



If there is not a status code F setup, these calls aresent to the default destination queue and assignedthe default result. If the default destination queue isnot defined, the call remains in the original queuewith the original result.

To work properly, the report must find IDs thatmatch the IDs of the STATUS file. The report can beeither a columnar report or a selection list.

Using this option can decrease the performance ofthe EDGE server because of the time required toexecute the ad hoc report.

From Queue The queue containing the call events to be dialed.

Limit The maximum number of calls to get from eachqueue per request, before moving onto the nextqueue defined in the callset.

This property is available if the Callset mix typedefined on the Admin tab is set to sequential untilhit upper limit.

Percent The percentage of calls to take from this queue.

This property is available if the Callset Mix Typedefined on the Admin tab is based on a percentage.

Project The project containing the queue.

Properties:



Status Code The three-dot button activates a screen as shown inthe section Status Code Definition which allows spe-cific properties to be set for each status codereturned by the dialer. If the properties in the three-dot button dialog are not defined for a status code,the defaults are used. For example, if the busy statuscode is not defined, the Default Dest Queue, DefaultResult, and so on are used.

Properties:



Status Code Definition

The following status code definition screen appears when the three-dot button in the Status Code property field is selected:

Which Alternate Number

Specifies which alternate phone number to send tothe dialer; can be one of the following:

Last number dialed.Next alt number - no wrap.Next alt number - wrap.

These options are explained in the section WhichAlternate Phone Number.

Properties:



7

Properties:

Status Code The Dialer Status code.

Destination Queue

The destination queue for call events returned with thisstatus code. Typically callbacks are scheduled into time-ordered queues.

CB Delay Specifies the delay before a call is redialed; can be one ofthe following:

Dialer Dialer schedules the call for a callback based onproperties defined on the dialer.



Now There is no delay; the call is immediatelyreturned to the dialer to be redialed.

Now + Delay

Call is scheduled to be called after this numberof hours and minutes has passed. To use thischoice, the call must be placed in a time-ordered queue.

Hours The number of hours for the CB Delay.

Minutes The number of minutes for the CB Delay.

Result The result to be set for call events returned with this sta-tus code. The callback schedule and queue defined forthe EDGE result is superseded by that set on this screen.

End Queue The end queue to transfer call events after all alternatephone numbers result in this status code. If an end queueis not specified, the call is transferred to the default endqueue.




EDGEdial/CTI The EDGEdial/CTI tab allows you to specify EDGEdial properties usedby the gateway to execute the dial on the switch, and determine theoutcome of each dialed call. For more information on these options,consult your gateway documentation.

Note: The data shown in the screen capture is an example of settingsfor EDGEdial for Aspect.

This tab is only used with the AIT EDGEdial Plug-In.



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Properties:

AMS delay The number of seconds between the time the phonestarts ringing and answering machine screening(AMS) begins. If set to zero (0), AMS begins at the startof the call.

The maximum is 3 seconds less than the value speci-fied for the Max rings property; if the value does notmeet this criteria, a value of (Max rings - 3) is used forthe AMS delay.

This property is used if the property Answeringmachine detection type is set to Delay after silence orBeep tone.


Answer mode The mode used to determine when a call is considereda live answer and whether answering machine detec-tion is enabled; can be one of the following:

0 Every answered call is sent to an agent. Answer-ing machine detection is not enabled.

1 All calls except those determined to be modemsare sent to agents. Answering machine detectionis not enabled.

2 All calls except those determined to be answer-ing machines are sent to agents. Answeringmachine detection is enabled.



3 All calls except those determined to be modemsor answering machines are sent to agents.Answering machine detection is enabled.


Answering machine detection type

The options for answering machine detection; valuesvary based on the gateway.

For Aspect and Aspect Contact Server, this propertyspecifies the amount of time to wait before processinga call after an answering machine is detected. The bestchoice depends on how answering machine calls arehandled (for example, whether they are passed toagents or a pre-recorded message is played). This fieldis only used if answering machine detection isenabled by setting the Answer mode property to 2 or3; can be one of the following:

Immedi-ately

Do not wait before processing the call.

2.5 secs of silence

Wait for 2.5 seconds of silence beforeprocessing the call.

Delay after silence

Wait an additional 2.5 seconds after aperiod of 2.5 seconds of silence isdetected.




Beep tone Wait for 2.5 seconds of silence after abeep tone is detected.

For CV/LAN, specifies whether answering machinesdetection is used, and how calls that are determinedto be answering machines are handled; can be one ofthe following:

Blank Does not detect answering machines.

Turn on with han-gup

U p o n d e t e c t i n g a n a n s w e r i n gmachine, disconnects the call; doesnot pass it to an agent.

Turn on and answer

U p o n d e t e c t i n g a n a n s w e r i n gmachine, connects the call to anagent.

Turn on with admin treatment

U p o n d e t e c t i n g a n a n s w e r i n gmachine, performs an administrativefunction defined on the switch (forexample, plays a pre-recorded mes-sage).

Max rings The delay before a dialer disconnects an unansweredcall; values vary based on the gateway.




For Aspect and Aspect Contact Server, specify thenumber of seconds to wait before disconnecting. Thedefault is 6.

The minimum is 6, the maximum is 99; if a value out-side this range is specified, the default is used.

For CV/LAN, specify the number of rings to wait beforedisconnecting. The default is 10.

The minimum is 2, the maximum is 15; if a value out-side this range is specified, the default is used.

Setting bits for AD_PARAM

Sets the options for the AD_PARAM command. Onlyavailable if the trunk lines use answer supervision.With answer supervision, the trunk can attempt to dis-tinguish between answered calls and recorded net-work announcements not preceeded by SIT tones.

These options work with the Setting bits for ANS_MAPproperty. The AD_PARAM option determines whetherthe trunk checks for the event, and the correspondingANS_MAP property determines if, once detected, theevent is disconnected or passed to an agent.

To enable any item in the list box, select the checkboxSet bit on. To disable an item, select Set bit on a secondtime.

Set bit on can be enabled or disabled for the followingoptions:




Screen for termination

Check for termination of ringbacktone to prevent prematurely detectingan answer. For example to prevent acall from being answered if the pat-tern of a ring tone changes.

Trunk answer screening for ANS_MAP bit (15)

Check for calls that have Voice tonewith no AMD.


Check for a Human voice with AMD(longer delay).


Check for a Human voice with AMD(shorter delay).




This property is only used with EDGEdial for Aspect andEDGEdial for Aspect Contact Server.

Setting bits for ANS_MAP

Sets the options for the ANS_MAP command. Eachoption represents a call result other than a live answer(for example, a SIT tone). Enabling the bit for anoption specifies that calls with that outcome shouldbe routed to an agent; disabling the bit indicates callsare disconnected.

This property is only used with EDGEdial for Aspect andEDGEdial for Aspect Contact Server..

Bits 1 through 8 are valid SIT tones only for NorthAmerica; bits 15 - 17 are only valid for trunk lines usinganswer supervision.

To enable any item in the list box, select the checkboxSet bit on. To disable an item, select Set bit on a secondtime.

Set bit on can be enabled or disabled for the followingoptions:

Beep tone failed

A b e e p t o n e w a s d e t e c t e d , b u tanswering machine detection is off(bit 13).




Beep tone with AMD

No beep tone was detected witha n s w e r i n g m a c h i n e d e t e c t i o nenabled. Typically occurs if the beeptone is not detected at all or if it lastslonger than 12 seconds (bit 14).

Continu-ous voice

During answering machine detectiona voice segment was detected that didnot end, and the property Answeringmachine detection type is not set toImmediately, indicating wait forsilence before sending the call to anagent (bit 10).

Human voice with AMD (lon-ger delay)

Answering machine detection isenabled and detected a human voice(bit 16).

This detection is only enabled if the bitf o r T r u n k a n s w e r s c r e e n i n g f o rANS_MAP bit (16) is turned on in theproperty Setting bits for AD_PARAM.




Human voice with AMD (shorter delay)

Answering machine detection isenabled and detected a human voice(bit 17).


IC Inter-cept code

The number dialed is vacant or bad(bit 1). The SIT is typically followed by“The number you have reached is dis-connected or no longer in service.”This is SIT 1.

IO Ineffec-tive other

There was a dialing problem, the callwas denied due to a calling feature atthe dialed party or a toll restriction, ora interexchange carrier access codewas bad (bit 5). The SIT is typically fol-lowed by, “Your must first dial a one orzero when calling this number.”, “Yourcall cannot be completed as dialed.”This is SIT 5.

ISDN cause 22

The phone number has changed and anew number to dial is specified. (bit 0)




NCa No cir-cuit-intra-lata

No interoffice trunks are available, oranother interoffice call problem (bit 7).The SIT is typically followed by “All cir-cuit s are busy now.”, or “Due to tele-phony company facility trouble, yourcall cannot be completed at thistime.”, or “Due to heavy call loading,the operator will be delayed in assist-ing you.” This is SIT 7.

NCe No cir-cuit-inter-lata

No interexchange trunks are availableor the carrier is out of service (bit 3).The SIT is typically followed by “All cir-cuits are busy now.”, or “The long-dis-tance company is unable to completeyour call at this time.” This is SIT 3.

No voice An answer is detected, but a humanvoice or answering machine was notdetected in 10 seconds (bit 9).

NOT USED Not currently used (bit 12).

ROa Reor-der-intra-lata

Internal switch blockage, interofficecall problem, insufficient digits, or alltrunks are busy (bit 6). The SIT is typi-cally followed by “Your call did not gothrough”. This is SIT 6.




ROe Reor-der-inter-lata

The interexchange carr ier off icereceived bad digits or all trunks arebusy (bit 4). The SIT is typically fol-lowed by “Due to network difficulties,your long distance call cannot be com-pleted at this time.” This is SIT 4.

Unclassi-fied tone

A tone is detected that is not recog-nized as a modem, SIT, answeringmachine beep, or call progress tone(bit 11).

Unknown SIT

An unrecognized SIT was detected (bit8).

VC Vacant code

The number dialed is vacant, bad, orcannot be reached from the callingarea (bit 2). The SIT is typically fol-lowed by “Your call cannot be com-pleted as dialed. Please check thenumber and dial again.” or “You havedialed a number that cannot bereached from your calling area.” This isSIT 2.




Voice tone with no AMD

A voice segment is detected, butanswering machine is not enabled; oranswering machine detection isenabled and the screening delay hasnot elapsed (bit 15).


This property is only used with EDGEdial for Aspect andEDGEdial for Aspect Contact Server.

Trunk Access Code

Contains different values depending on the gatewayused with EDGEdial.

For Aspect and EDGEdial for Aspect Contact Server, thisproperty contains the set of CCTs used to process thepredictive dialer calls for this campaign.

If a CCT is not specified, the CCT specified in the tele-phony device property Trunk access code is used. Forinformation on setting up the CCTs, see the sectionAspect Application Bridge Configuration for EDGEdial.

For billing purposes, a different CCT might be speci-fied for each callset, to allow a different trunk group tobe used for each callset (the trunk group used to dialthe calls for the callset are defined in the first CCTstep).




For CV/LAN, this property contains the trunk accesscodes (TAC) to use to dial the outbound calls for thiscampaign. Typically trunk lines are grouped into trunkgroups. Each trunk group has a trunk access code thatallows calls to be placed on its associated trunk lines.

If multiple trunk access groups are specified, EDGE dis-tributes the calls evenly to each group.

If using multiple trunk groups, and one trunk grouphas more lines associated with it than the other trunkgroups, it is recommended that the trunk group withmore lines be specified twice in the list box. Thisallows a more even call distribution.

For example, assume trunk group 1 uses a TAC of 8001and has 10 associated trunk lines. Trunk group 2 usesthe code 8002 and has 5 associated trunk lines. If eachTAC is listed once, trunk group 2 is more likely toreport a C_NO_TRUNKS error because it may get morethan 5 calls at a time; while trunk group 1 may beunderutilized.

Therefore, specifying trunk group 1 twice in the list,and trunk group 2 once (8001, 8001, 8002), allowsEDGE to allocate the calls in a more even manner forthe available trunk lines.




EDGEdial/Dialer The EDGEdial/Dialer tab allows you to specify EDGEdial propertiesrequired for the Pitney Bowes Softwaredialer algorithm.

Note: The data shown in the screen capture is an example of settingsfor EDGEdial.

This tab is only used with the AIT EDGEdial Plug-In.



Properties:

Abandoned call delay

The number of seconds before the dialer hangs upon a called party when no agent is available; can bean integer between 1 and 5.



The default is 1 second.

Abandoned call measurement

The type of calls to include when calculating thepacing algorithm; can be one of the following:

1 Measures live calls only.

Calculates the number of abandoned callsdivided by (live calls + abandoned calls).

2 Measures live calls, answering machine, fax/modem, no answer, busy, and SIT tones.

Calculates the number of abandoned callsdivided by all call outcomes including aban-doned calls.

The default is 2.

Abandoned call target

The percentage of calls to abandon; can be a per-centage between 1 and 5.

The default is 1 percent.

Abandoned inter-val

The number of minutes to wait before redialing acall that is classified as abandoned.

The default is 0, indicating redial immediately.

Abandoned retry The maximum number of times to redial a call thatwas classified as an abandoned call.

There is no default.




Answering machine interval

The number of minutes to wait before redialing acall that was answered by a machine.

The default is 60 minutes.

Answering machine retry

The maximum number of times to redial a call thatwas answered by a machine.

The default is 0, indicating do not redial the call.

Busy count The maximum number of times to redial a call thatwas classified as busy.

The default is 2.

Busy delay The number of minutes to wait before redialing acall that was classified as busy.


Estimate talk The estimated length (1 to 20 minutes) of the con-versations between agents and customers. Alongwith the values specified for abandoned calls, thisvalue is used in the dialing algorithm to calculatethe pacing.

There is no default.

No-answer count The maximum number of times to redial a call thatwas not answered.

The default is 0.




No-answer delay The number of minutes to wait before redialing acall that was not answered.


Retry mode The type of retry mode; can be one of the follow-ing:

0 Cancel the retry and return the number toEDGE.

1 Schedule the retry as per the Busy count,Answering machine retry, and No–answercount properties and advise EDGE each timethis is done.

2 Schedule the retry as per the Busy count,Answering machine retry, and No–answercount properties but do not return the num-ber to EDGE.

The default is 0.



Dialer Setup Dialer Status

Dialer StatusThe Dialer Status tab defines an EDGE equivalent for each statuscode returned with an unsuccessful predictive dialer call (for exam-ple, Busy, No Answer, Fast Busy). Telephony dialer status codes arestored in the EDGE system level file, DIALER_ STATUS.

A dialer status code is very similar to an EDGE result. The dialer statuscodes are used in the Callset Queues tab to disposition the calls thatare not connected to customers. The status codes supported by eachdialer are listed in the respective appendixes.

The Callset Queues option Filter AdHoc ID, which allows you to selectthe calls to send to the dialer from a particular queue based on an adhoc report, uses the status code F for all calls that are not transferredto the dialer because they were not in the ad hoc report. This allowsthese calls to be scheduled for a different time or removed from thecurrent queue. The status code F should be created for callsets thatuse the Filter Ad Hoc ID option.

The setup of telephony dialer status codes is optional (unless usingthe Callset Queues option Filter AdHoc ID). You may directly refer-ence the status code returned by the dialer in the callset queue with-out specifying an EDGE equivalent. When you select this option fromthe Telephony menu, you are prompted to select from a list of status



codes or to specify a new one. When you select or specify a code, adialog box similar to the following is displayed:

Properties:

Alternate dial type The method for handling alternate telephonenumbers when this status code is received; canbe one of the following:

Allow EDGE to reschedule.No redial.Redial immediately.Use previous level value.



Description The description of the telephony status code.This property is optional.

Dialer status name The EDGE equivalent to the predictive dialer sta-tus code.

Status code The predictive dialer code for the call result.

Telephony dialer type

The name of the telephony device associatedwith the predictive dialer as defined under tele-phony device setup.

Which alternate number

Specifies which alternate phone number tosend to the dialer when required; can be one ofthe following:

Callset starting index.Last number dialed.Next alt number - no wrap.Next alt number - wrap.Use previous level value.

This property is only available if the Alternatephone number property i s speci f ied asEnhanced.



Dialer Setup Transfer

TransferThe Transfer tab specifies any additional file fields to be transferredwith the call data to an EIS predictive dialer. For information on set-ting the callset filename, see the section Projects.

This tab is only supported with the EDGE Telephony Gateway for EIS.

EDGE supports only the transfer of data to the predictive dialer; datacan not be transferred to EDGE.

If the file to transfer the data from is not the STATUS file, the perfor-mance of the EDGE Telephony Gateway may be decreased becausefor each call that is transferred to the dialer, an extra file must beread. Sending additional data from the STATUS file does notdecrease performance because the STATUS file is read with everytransfer to determine the phone number.

When you select this option from the Telephony menu, you areprompted to select from a list of transfer layouts or to specify a newone. When you select or specify a layout, a dialog box similar to theone shown below is displayed:


Dialer Setup Transfer

Properties:

Field position The position of the field containing the data to betransferred to the predictive dialer. This number isassigned during the Assign Field Positions process.

Maximum field length

The maximum length of a field. Data that exceedsthis length is truncated.


7Built-in Functionality

Overview Once the EDGE Telephony Gateway has been set up and any devel-opment work has been completed, an agent can use the EDGE tele-phony gateway by following these steps:

1. Log in with a workstation ID. For more information, see the sec-tion Workstation ID Properties.

2. Select either Auto-Dial or Auto-Receive from the Call Centerscreen (F2 and F1 respectively from $OP if using ASCII opera-tions).

3. Select Start from the Auto-Dial or Auto-Receive screen. Thisactivates the built-in telephony functionality of EDGE.

This section describes the following:

• Built-in Inbound Functionality.

• Built-in Outbound Functionality.


Built-in Functionality Overview

Note: If using Davox with call blending, either Auto-Dial or Auto-Receive can be selected. However, AIT recommends the agentselect the command that is most closely associated with theirprimary function. For example an agent who is assigned primar-ily to predictive dialer campaigns, but who is an overflow agentfor inbound calling, should select Auto-Dial.

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Built-in Functionality Built-in Inbound Functionality

Built-in Inbound FunctionalityThe implicitly executed built-in logic for inbound calling is describedin the following sections.

The behavior of the built-in inbound functionality is controlled inpart by the Auto startup property from the telephony device setup.For the purposes of the following examples, assume this property isenabled. For information on what occurs if this property is set other-wise, see Figure 7-2.

General Overview The following describes the built-in telephony interface in generalterms:

1. An agent logs into EDGE specifying a workstation ID of 5121 onthe EDGE login screen. The agent has previously been associ-ated with an ACD group, and a telephony device (for example,in the user ID setup).

2. The agent is routed to the Call Center screen and selects Auto-Receive. The agent routes to Auto-Receive.

3. The agent remains on Auto-Receive until an inbound call isreceived. The agent can break out of the wait state by pressingthe Cancel button or executing a Break (usually a CTRL+C).

4. When a call is connected, the agent hears the customer, andsees an EDGE project screen displayed.The ANI may be used to



display customer information in this project screen. The screendisplayed is selected using either the DNIS or the VDN of thecall.

5. When the call is complete, the agent routes to $END, is taken tothe Call Center screen where the call is automatically discon-nected, pauses for four seconds, then is routed back to Auto-Receive to receive another call.

Note: When the agent receives the next call, the guide screen they arerouted to is dependent on whether the call received is inbound oroutbound, not whether they are currently on Auto-Dial or Auto-Receive.

Inbound Call Technical Description

To help you understand how the generic set of telephony serversand message queues work together, an inbound call is tracedthrough the appropriate servers, message queues, and shared mem-ory. For the purposes of this example, assume there is no VRU andhost-based routing is not used. The steps that occur implicitly withthe built-in functionality are also depicted in Figure 7-1.



Figure 7-1. Built-in Inbound Functionality

Check Shared Memory

Open Link to Hardware

Make Agent Available

Check for a Call

Auto-ReceiveWait for a Call

Error, Agent not Logged In

1st Inbound Screen

Call Center Select Auto-Receive

Create Shared Memory

Call Available

CancelorCTRL+C

No

Succeeds

Succeeds

Succeeds

No Call Available

Fails

Fails

Fails

Exists



Automated Inbound Call Using Built-in Functionality

1. The agent specifies a workstation ID of 5121 on the EDGE loginscreen. The agent has been associated with a telephony device(for example, in the user ID setup). The agent’s workstation ID isa member of the ACD group 7037 as defined on the telephonydevice directly.

2. The agent is routed to the Call Center screen and selects Auto-Receive. When the agent selects Start, the following actionsoccur:

XGUIDE checks to see if the telephony shared memory exists,and if it does not, creates the shared memory and messagequeues, and starts the servers.

3. After starting the servers, XGUIDE places a message in theguide server queue with the command Make Agent Available,requesting that the agent be made available to receive calls.This typically consists of initiating a monitor of the specifiedworkstation ID and of the corresponding ACD group. If theagent is not already logged onto the ACD group, and auto-login is setup, the agent is logged onto the switch.

Note: The agent’s available mode is either determined from the switchor agent’s user ID setup. If no available mode is specified, theagent remains in auxiliary work mode.



• The gateway responds to the agent logon with a success or failure message to the switch server. If the response is a success, the switch server updates the shared memory and sends a message to the client queue. The XGUIDE picks up the message and begins waiting for a call on Auto-Receive. The system fields $WAITCALLDT and $WAITCALLTM are filled with the current date/time.

If the Open Link to Hardware or Make Agent Available is unsuc-cessful, the switch server updates the client queue with the fail-ure message. The XGUIDE picks up the message and displays anerror message on the agent’s screen.

4. When the agent is successfully made available, the followingactions occur:

• Implicit logic is performed that executes a Check for a Call command to see if there are any calls waiting for the agent. If there is a call for the agent, the agent is routed to the correct project.

• If the Check for a Call command did not detect a call for the agent, a Wait for a Call command is executed to place the agent in a loop on the Auto-Receive screen waiting for a connect message from the switch server.

5. The agent remains on Auto-Receive until receiving an inboundcall for extension 5121 or ACD group 7037. The agent can breakout of the wait state by selecting the Cancel button or execut-



ing a Break (usually a CTRL+C). When an agent cancels from theAuto-Receive screen, one of the following can occur based onthe device setting Make agent unavailable on cancel:

• If this property is checked, an implicit Make Agent Unavailable is executed setting the agent’s work mode to the unavailable mode specified in the user ID or defined on the switch. The agent remains logged into the ACD queue (and the switch) until they Exit from the Project Selection screen.

• If this property is not checked, the agent is logged out of all ACD queues and logged off the switch.

Note: The agent’s unavailable mode is either determined from theagent’s user ID setup or from the switch. If no unavailable modeis specified, the agent remains in auxiliary work mode.

6. When a call is connected, the following occurs:

• The gateway sends a connect message to the switch server and routes the call to the agent’s extension. The switch server sends the connect message to the database server via the database server queue.

• The database server determines the project for the call. It checks the call’s DNIS or VDN against the automated project selections defined in the ISDNINDEX file and, if it finds a match, sends the connect message with the project



information to the XGUIDE via the client queue. If there is not a match, the DEFAULT ISDNINDEX record is used to determine the project and call is connected; or, if there is no DEFAULT record, an error is presented to the agent and the call is connected.

• The XGUIDE retrieves the connect message and routes the agent to the first inbound screen of the appropriate project with an implicit Make Call Next Available command.

7. If there is logic attached to the first inbound screen to check ifthe ANI corresponds to any records in the database, a customerrecord is read.



Figure 7-2. Inbound Startup Options

Call CenterSelect Auto-Receive

Check Auto Startup

Built-in Functional-ity, Agent Logged In


Disabled

Enabled


Built-in Functionality Built-in Outbound Functionality

Built-in Outbound FunctionalityThe implicitly executed built-in logic for outbound calling isdescribed in the following sections.

The behavior of the built-in functionality is controlled in part by thefollowing settings:

• The Auto startup property on the Device tab.

• The Open campaign implicitly property on the Callset Admintab.

For the purposes of the following examples, assume these propertiesare enabled. For information on what occurs if these properties areset otherwise, see Figure 7-4.

The following describes the built-in outbound telephony interface ingeneral terms:

1. An agent logs into EDGE specifying a workstation ID of 5121 onthe EDGE login screen. The agent has previously been associ-ated with a campaign and a telephony device (for example, inthe user ID setup).

2. The agent is routed to the Call Center screen and selects Auto-Dial. The agent routes to Auto-Dial.



3. The agent remains on Auto-Dial until a call is received. Theagent can break out of the wait state by pressing the Cancelbutton or executing a Break (usually a CTRL+C).

4. When a call is connected, the agent hears the customer, andsees an EDGE project screen displayed.The call ID can be usedto display customer information in this project screen.

5. When the call is complete, the agent routes to $END, is taken tothe Call Center screen where the call is automatically discon-nected, pauses for four seconds, then is routed back to Auto-Dial to receive another call. One of the following occurs,depending on the type of call received:

• If the call was a outbound call (such as a consultation, conference, preview, or predictive dial), the agent routes to $END, is taken to the Call Center screen where the call is automatically disconnected, pauses there for four seconds, then is routed back to Auto-Dial to receive another call.

• If the call was an inbound call, a transfer, a conference, or a consultation, the agent routes to $END, is taken to the Call Center screen where the call is automatically disconnected, pauses there for four seconds, then is routed back to Auto-Receive to receive another call.

Note: When the agent receives the next call, the guide screen they arerouted to is dependent on whether the call received is inbound or



outbound; not whether they are currently on Auto-Dial or Auto-Receive.

Outbound Call Technical Description

To help you understand how the generic set of telephony serversand message queues work together, a predictive dialer call is tracedthrough the appropriate servers, message queues, and shared mem-ory.

The steps that occur implicitly with the built-in functionality aredepicted in Figure 7-3.



Figure 7-3. Built-in Outbound Functionality

Check Shared Memory


Call CenterSelect Auto-Dial

Create Shared Memory

Open Campaign

Call Available

CTRL

+C o

r Bre

ak

Fails

Fails

Fails

Fails

No

Succeeds

Succeeds

Open

Exists

Closed

No Call Available

Succeeds

1st Outbound Screen

Check Campaign Status



Check for a Call

Auto-DialWait for a Call



Predictive Dialer Call Using Built-in Functionality

The agent specifies a workstation ID of 5121 on the EDGE loginscreen. The agent has been associated with a telephony device andcallset (for example, in the user ID setup). The agent is routed to theCall Center screen and selects Auto-Dial. When the agent selectsStart, the following actions occur:

1. XGUIDE checks to see if the telephony shared memory exists,and if it does not, creates the shared memory and messagequeues, and starts the servers.

2. After starting the servers, XGUIDE places a message in theguide server queue with the command Make Agent Available,requesting that the agent be made available to receive calls.

Note: For EIS, available modes are not used.

3. The gateway responds with a success or failure message to theswitch server. If the response is a success, the switch serverupdates the shared memory and sends a message to the clientqueue. The XGUIDE picks up the message and begins waitingfor a call on Auto-Dial.

If the Open Link to Hardware or Make Agent Available is unsuc-cessful, the switch server updates the client queue with the fail-



ure message. The XGUIDE picks up the message and displays anerror message on the agent’s screen.

4. XGUIDE checks shared memory to determine the status of thecampaign associated with the agent’s callset. If the campaign isnot open, the XGUIDE issues an Open Campaign, sending amessage via the guide server queue to the guide server. Theguide server processes the message and sends the same mes-sage to the database server via the database server queue toget the callset definition.

5. The database server reads the callset and updates shared mem-ory with the appropriate information, then sends a message viathe guide server queue to the guide server. The guide servertransmits the message to the dialer.

6. The dialer responds with a success or failure message to theswitch server. If the message is success, the switch serverupdates the shared memory that the campaign is open.

If the Open Campaign is unsuccessful, the switch serverupdates the client queue with the failure message. The XGUIDEpicks up the message and displays an error message on theagent’s screen.

7. Once the campaign is opened, the XGUIDE responds by placinga message in the guide server queue for the guide server withthe command Make agent available which executes an implicit



Open Link to Hardware. The guide server sends these messagesto the dialer to assign the agent to the campaign.

8. The dialer responds with a success or failure message of theassign agent to the switch server. If the response is success theswitch server updates the shared memory and sends a messageto the client queue. The XGUIDE picks up the message andstarts waiting for a call for the agent.

If the response is failure the switch server places the message inthe client queue, the XGUIDE receives it and displays an erroron the agent’s screen.

9. Once the agent is available, the dialer sends a request forrecords to the switch server. The switch server sends the mes-sage to the database server queue where it is picked up by thedatabase server. The database server reads the callset to deter-mine which projects and which queues and executes Qtrans tosend the appropriate calls to the DIALER queue. The databaseserver also sends a Put Records message to the switch serverqueue. The switch server picks up the message and passes it tothe predictive dialer.

10. Implicit logic is performed that executes a Check for a Call com-mand to see if there are any calls waiting for the agent. If thereis a call for the agent, the agent is routed to the correct project.



11. If the Check for a Call command did not detect a call for theagent, a Wait for a Call command is executed to place the agentin a loop on the Auto-Dial screen waiting for a connect mes-sage from the switch server. The system fields $WAITCALLDTand $WAITCALLTM are filled with the current date/time.

12. The agent remains on Auto-Dial until the dialer passes a suc-cessful connect. The agent can break out of the wait state byexecuting a Break (usually a CTRL-C).

13. When a call is connected, the dialer sends a connect messageto the switch server and routes the call to the agent’s extension.The switch server sends the connect message to the databaseserver via the database server queue.

14. The database server looks up the call in the PDW_QUEUE fileand sends the project and call ID information to the XGUIDEwith the connect message via the client queue.

15. The XGUIDE retrieves the connect message and routes theagent to the first outbound screen of the appropriate projectwith a implicit Make Call Next Available. This reads the STATUSfile with the call ID specified in the connect message, andupdates the STATUS file as follows:

• Places an A in the CODE field.

• Clears the END.TIME, QUEUE, RESULT, SCHED.DATE, and SCHED.TIME fields.



• Updates the DATE, OPID, PORT, TP.LCOUNT, TP.LDATE, TP.LTIME, and START.TIME fields.

16. If there is logic attached to the first outbound screen to readthe customer record using the $CALLID, a customer record maybe read and displayed on screen for the agent.



Figure 7-4. Outbound Startup Options

Call CenterSelect Auto-Dial

Check the Auto Startup property

Built-in Functionality, Servers start


Disabled

Enabled

Check the Open Cam-paign Implicitly prop-erty

Enabled

Built-in Functionality, Campaign opened and agent logged in

Error, Campaign not opened

Disabled


8TELEPHONY Verb

Overview The TELEPHONY verb manages commands associated with voice-data processing. The TELEPHONY verb can be used in logic flows andtasks; it cannot be tested in development mode. To use the TELE-PHONY verb in a task, some EDGE SYS field values need to be set. Formore information, see the section Tasks. Some TELEPHONY verbcommands will wait for a response from the gateway before continu-ing with the logic flow or task. For more information, see the sectionSynchronous Commands. For more information on using verbs, seethe EDGE 7.10 Developer Reference Manual.

Basic telephony functions are built into EDGE and do not require theTELEPHONY verb for implementation. For more information on thesebuilt in features, see Chapter 7, Built-in Functionality. The TELE-PHONY verb, however, can be used to implement the followingadvanced telephony features:


TELEPHONY Verb Overview

• Implement advanced call manipulations, such as transferringa call to another agent or supervisor, placing a call on hold, orconferencing multiple calls together.

• Transfer data with a call from one agent to another. For moreinformation, see the section Transferring Data.

• Implement preview dialing.

• Create the same functionality that is built in to EDGE if yourguide design requires this.

This chapter lists each TELEPHONY verb command and its proper-ties. The commands available by gateway are listed in Table 8-1.

Exceptions for EDGEdial Plug-In and TMI

The EDGEdial Plug-In supports the commands for the associatedgateway in addition to the commands specified in this chapter. Forexample, EDGEdial for Aspect supports the commands Conferenceand Hold, as well as the EDGEdial commands indicated in Table 8-1because Conference and Hold are supported with Aspect.

The commands listed for TMI are those commands for which thereare TMI messages. These may not all be supported by the third-partytelephony device.



Gen

esys

Nor

tel

TMI

Table 8-1. TELEPHONY Verb Commands by Gateway

EDG

Edia

l Plu

g-in

Asp

ect

Asp

ect C

onta

ct S

erve

r

Ava

ya P

roac

tive

Cont

act

CallP

ath

Ava

ya

CallP

ath

Nor

tel

CallP

ath

ROLM

CV/L

AN

Dav

ox

Dav

ox -

Exte

rnal

Cal

l Tab

le

Dav

ox -

No

Calls

et A

dmin

EIS

Gen

esys

Ava

ya

Agent Logoff

Agent Logon

Alternate

Answer

Campaign Resume

Campaign Status

Campaign Suspend

Cancel Conference

Cancel Transfer

Check for a Call

Close Campaign



Gen

esys

Nor

tel

TMI

Close Link to Hardware

Conference

Dial

Disconnect

Disconnect Alternate

Deleting Data

Get Records

Hold


Make Agent Unavailable

Miscellaneous Telephony

Native Command

Table 8-1. TELEPHONY Verb Commands by Gateway (continued)

EDG

Edia

l Plu

g-in

Asp

ect

Asp

ect C

onta

ct S

erve

r

Ava

ya P

roac

tive

Cont

act

CallP

ath

Ava

ya

CallP

ath

Nor

tel

CallP

ath

ROLM

CV/L

AN

Dav

ox

Dav

ox -

Exte

rnal

Cal

l Tab

le

Dav

ox -

No

Calls

et A

dmin

EIS

Gen

esys

Ava

ya



Gen

esys

Nor

tel

TMI

Open Campaign


Put Records

Put Records Unconditional

Redirect Call

Retrieve a Call from Hold

Retrieve Call Information

Retrieve IVR Data

Send DTMF Tones

Send User Data

Set Callback

Set Campaign Options


EDG

Edia

l Plu

g-in

Asp

ect

Asp

ect C

onta

ct S

erve

r

Ava

ya P

roac

tive

Cont

act

CallP

ath

Ava

ya

CallP

ath

Nor

tel

CallP

ath

ROLM

CV/L

AN

Dav

ox

Dav

ox -

Exte

rnal

Cal

l Tab

le

Dav

ox -

No

Calls

et A

dmin

EIS

Gen

esys

Ava

ya



Gen

esys

Nor

tel

TMI

Set Campaign Parameters

Start Automated Telephony

Start Coach

Start Consultation

Start Monitoring

Stop Automated Telephony

Stop Coach

Stop Monitoring

Transfer

Update Dialer with Callset

Update Misc Data



EDG

Edia

l Plu

g-in

Asp

ect

Asp

ect C

onta

ct S

erve

r

Ava

ya P

roac

tive

Cont

act

CallP

ath

Ava

ya

CallP

ath

Nor

tel

CallP

ath

ROLM

CV/L

AN

Dav

ox

Dav

ox -

Exte

rnal

Cal

l Tab

le

Dav

ox -

No

Calls

et A

dmin

EIS

Gen

esys

Ava

ya


TELEPHONY Verb Tasks

Gen

esys

Nor

tel

TMI

Tasks All TELEPHONY verb commands for a specified gateway are availablein tasks, but not all commands are practical to use because theyrequire the presence of an agent. For example, the Dial commandshould not be used in a task because there is no agent to take thecall. The following are some possible uses of the TELEPHONY verb ina task:

• Open and close campaigns for agents. This can ensure thatcampaigns are opened and closed at the correct times.

• Get or put particular records on the dialer to be dialed.

Voice Message

Wait for a Call


EDG

Edia

l Plu

g-in

Asp

ect

Asp

ect C

onta

ct S

erve

r

Ava

ya P

roac

tive

Cont

act

CallP

ath

Ava

ya

CallP

ath

Nor

tel

CallP

ath

ROLM

CV/L

AN

Dav

ox

Dav

ox -

Exte

rnal

Cal

l Tab

le

Dav

ox -

No

Calls

et A

dmin

EIS

Gen

esys

Ava

ya


TELEPHONY Verb Transferring Data

When you use the TELEPHONY verb in a task, you must begin thetask by modifying the SYS file fields as follows:

• Set the value of the $TP.IMITATE field to Y; this specifies thatthe TELEPHONY verb command is not being executed by anagent, but by a task imitating an agent.

• Set the value of $TP.INEXT or $TP.OUTEXT to the extension ofthe agent being imitated; most TELEPHONY verb commandsrequire an extension to execute properly.

For more information on these fields, see the section SYS Fields.

Transferring Data

Certain TELEPHONY verb commands support either sending orreceiving miscellaneous data (for example, a call ID, customer recordID, or a field or screen name to route to) to be passed with the call toa third party upon becoming associated with the call. This might beused when conferencing in a supervisor to confirm an appointment;the agent might pass the supervisor a customer record ID and thedate and time of the appointment in the miscellaneous data fields ofthe Conference or Start Consultation command. Some calls mayalready contain data before they reach an EDGE agent (for example,the customer may have already entered their customer ID via an IVRbefore being transferred to an agent).

This section includes the following:



• Limits on Miscellaneous Data

• Sending Data with a Call.

• Receiving Data with a Call.

• Sending Data to Another Switch.

Limits on Miscellaneous Data

There can be several limits on the amount of miscellaneous data thatmay be sent or received with a call. The first limit may be oneimposed by the switch, or gateway. The second is imposed by EDGEitself.

The switch limit is often a hard limit that cannot be changed (thoughyou should check with your gateway documentation to be sure).Because of this, EDGE offers a backup mechanism when using theTELEPHONY verb. If the amount of miscellaneous data goes over theknown switch limit, EDGE will write the entire data to the file systemand a token identifying this file is sent via the gateway instead. Theactual file system path that EDGE uses may be customized by settingthe TPHNY_CONSULT_PATH environment variable in .user.profile(the default is to use TMPDIR).

Although this flat-file mechanism overcomes any external limita-tions, it will only work when the call destination is another EDGEagent. Furthermore, if the call is transferred to an agent connected toanother EDGE server, then the file system path that EDGE writes to



must be shared by both installations. There are a number of ways ofdoing this; if the EDGE installations are on separate physicalmachines, then the directory may be shared via NFS (the scope ofsetting up a shared NFS directory is beyond the scope of this man-ual). To avoid the chances that EDGE will use the same token simulta-neously in both EDGE instances, make sure that each telephonydevice is configured with a unique server index (see Telephonyserver number).

The second limit is imposed by EDGE and is a configurable limitchanged within the telephony device setup (see Max miscellaneousdata length). Although this limit can be changed when the tele-phony servers are running (by executing an 'Update Telephony Serv-ers' command), it should not be decreased until all agents are loggedout and the telephony server can be restarted (otherwise, some tele-phony operations may fail because the allocated buffers are notlarge enough).

Some thought should be given to exactly what this limit should beset to. Some gateways format data in a particular way and EDGE willrequire some additional bytes when this data is converted for use inlogics. For example, Genesys stores data as a set of key/value pairs.Each key/value pair will require two bytes, plus the length of the key,as well as the length of the actual data value itself. Furthermore,EDGE programmers may wish to specify the Genesys data type when



sending miscellaneous data, in which case each key/value pairrequires four bytes plus the lengths of the key and data value.

Note: Because EDGE uses System V IPC to communicate telephonydata, if particularly large amounts of telephony data will be han-dled then it may be necessary to increase the system limits on themaximum sizes of individual messages in a queue, as well as thetotal number of bytes that may be saved in a queue. For moredetails on changing these limits, please read the EDGE Installa-tion Manual for your platform.

Sending Data with a Call

Data can be sent with a call if your gateway supports adding a thirdparty to the call. The following commands can be used to call or senda call to a third party:

• Conference.

• Deleting Data

• Start Consultation.

• Update Misc Data

• Transfer.

Whether data can be sent with each command depends on whetherthe command adds the third party to the call. For example, on somegateways, the Conference command supports dialing the third party



to add to the call; other gateways only support dialing the third partyusing the Start Consultation command. See each command’s docu-mentation in this chapter to determine the behavior on your gate-way.

Receiving Data with a Call

The following commands/events can be used to detect a call:

• Check for a Call.

• Attached Data Changed Event (Genesys Only)

• Wait for a Call.

• Answer.

These commands are executed automatically using the built-in func-tionality on the Auto-Receive screen. They might also be executed ina guide for a supervisor who is waiting to be added to a call. For moreinformation, see the respective command descriptions later in thischapter.

When the Check for a Call, Wait for a Call, or Answer commands areused, or the EventAttachedDataChanged event is triggered, the datasent with the call (if any) is stored as a multivalue in the $TP.DATAfield. The data from the miscellaneous data field 1 is stored in value 1and the data in the miscellaneous data field 2 is stored in value 2. If afield or variable is specified in the Check for a Call, Wait for a Call, orAnswer commands, the data is also stored there.



The files created (if any) when data is sent are deleted when the datais received by the third party. If the third party does not receive thedata because they are not available to take a call or for any other rea-son, the data file is not deleted; therefore, a CLEANTMP should peri-odically be run to remove these files. For more information on theCLEANTMP ACL utility, see the EDGE 7.10 Developer Reference Man-ual.

Note: In EDGE versions prior to v7.5, when an EventAttached-DataChanged event was received, the updated miscellaneousdata would be stored in $TP.CALLSTATUS (and $TP.CALLHIS-TORY). From EDGE v7.5 onwards, updated data is stored directlyin $TP.DATA. If you are upgrading from a previous version ofEDGE, you will need to change your logics accordingly.

Sending Data to Another Switch

Data can be sent with a call to an agent on a different switch as fol-lows:

• If the gateway’s API supports sending data with the call to theswitch (for example, using the Aspect data fields or the ASAIUU data field), the data will remain with the call as it is sentthrough the second switch. Both switches must be the sametype (for example, two Avaya Definity switches).

• Genesys supports transferring data to/from differentswitches, including switches of different types. You should


TELEPHONY Verb Synchronous Commands

consult your switch or Genesys representative for configura-tion of inter-switch data transfer.

Synchronous Commands

Some TELEPHONY verb commands wait for a response before con-tinuing with the logic flow or task; that is, the EDGE guide serverwaits for a response from the gateway. Commands that operate thisway are called "synchronous commands".

The response can indicate whether the command succeeded orfailed, or return requested information (for example, the status of apredictive dialer campaign). The agent’s session does not proceeduntil the response is received. This allows a guide developer to checkthe success or failure of a telephony command to determine subse-quent actions. For a list of EDGE status codes, see Table 8-9; for thegateway-specific codes, see the applicable appendix.



Gen

esys

Nor

tel

TMI

Note: A synchronous TELEPHONY verb command cannot be madeasynchronous, nor can the time-out be changed.

Table 8-2. Synchronous TELEPHONY Verb Commands by Gateway

Time-out

EDG

Edia

l Plu

g-in

Asp

ect

Ava

ya P

roac

tive

Cont

act

Asp

ect C

onta

ct S

erve

r

CallP

ath

Ava

ya

CallP

ath

Nor

tel

CallP

ath

ROLM

CV/L

AN

Dav

ox

EIS

Gen

esys

Ava

ya

Agent Logoff 15 seconds

Agent Logon 30 seconds

Alternate 30 seconds

Answer 30 seconds

Campaign Resume 30 seconds

Campaign Status 60 seconds

Campaign Suspend 30 seconds

Cancel Conference 30 seconds

Cancel Transfer 30 seconds



Gen

esys

Nor

tel

TMI

Close Campaign 300 seconds

Close Link to Hardware 15 seconds

Conference 60 seconds

Delete Misc Data 30 seconds

Dial 60 seconds

Disconnect 30 seconds

Disconnect Alternate 30 seconds

Get Records 30 seconds

Hold 30 seconds

Make Agent Available 15 seconds

Make Agent Unavailable 30 seconds

Miscellaneous Telephony 30 seconds

Native Command 60 seconds

Table 8-2. Synchronous TELEPHONY Verb Commands by Gateway (continued)

Time-out

EDG

Edia

l Plu

g-in

Asp

ect

Ava

ya P

roac

tive

Cont

act

Asp

ect C

onta

ct S

erve

r

CallP

ath

Ava

ya

CallP

ath

Nor

tel

CallP

ath

ROLM

CV/L

AN

Dav

ox

EIS

Gen

esys

Ava

ya



Gen

esys

Nor

tel

TMI

Open Campaign 30 seconds

Redirect Call 30 seconds

Retrieve a Call from Hold 30 seconds

Retrieve Call Information 30 seconds

Retrieve IVR Data 30 seconds

Send DTMF Tones 30 seconds

Send User Data 30 seconds

Set Callback 30 seconds

Set Campaign Options 30 seconds

Set Campaign Parameters 30 seconds

Start Coach 30 seconds

Start Consultation 60 seconds

Start Monitoring 30 seconds


Time-out

EDG

Edia

l Plu

g-in

Asp

ect

Ava

ya P

roac

tive

Cont

act

Asp

ect C

onta

ct S

erve

r

CallP

ath

Ava

ya

CallP

ath

Nor

tel

CallP

ath

ROLM

CV/L

AN

Dav

ox

EIS

Gen

esys

Ava

ya



Gen

esys

Nor

tel

TMI

For example, to perform a blind transfer from a logic flow, the com-mand Start Consultation is issued, followed by a Transfer command.After the Start Consultation command is executed, the XGUIDE waitsfor a response from the gateway. When the response is received, thefield specified in the command is updated with a status code indicat-ing success or failure. If the Start Consultation command fails (forexample, if the number dialed is busy), the guide developer can use alogic flow to prevent the Transfer command (used to send the call tothe dialed agent) from being executed.

Stop Coach 30 seconds

Stop Monitoring 30 seconds

Transfer 60 seconds

Update Misc Data 30 seconds


Time-out

EDG

Edia

l Plu

g-in

Asp

ect

Ava

ya P

roac

tive

Cont

act

Asp

ect C

onta

ct S

erve

r

CallP

ath

Ava

ya

CallP

ath

Nor

tel

CallP

ath

ROLM

CV/L

AN

Dav

ox

EIS

Gen

esys

Ava

ya



Which TELEPHONY commands are synchronous varies depending onthe gateway. The amount of time the XGUIDE waits before assumingthe command failed varies based on the command. The commandsthat are synchronous for each gateway and their applicable time-outs are listed in Table 8-2.

Note: Whether a EDGEdial Plug-in command is synchronous dependson whether it is synchronous for the associated gateway as indi-cated in Table 8-2. Whether the EDGEdial predictive dialing com-mands (such as Open Campaign) are synchronous is indicated inthe table as well.


TELEPHONY Verb TELEPHONY Verb Commands

TELEPHONY Verb CommandsThe TELEPHONY verb consists of several commands. This sectiondocuments each TELEPHONY verb command in detail.

Some properties are available with all commands, while others varydepending on the command selected and the gateway being used.Each TELEPHONY verb command description identifies the applica-ble gateways the command can be used with. A summary of eachcommand available by gateway is listed in Table 8-1. Properties com-mon to all the TELEPHONY verb commands are listed and defined inthe section Common Properties.

Each TELEPHONY verb command may execute one or more programcalls from the API of the gateway; these program calls are listed inthe appendix for each respective gateway. For more information onthese program calls, consult your gateway documentation.


TELEPHONY Verb Common Properties

Common PropertiesThe following properties are common to all TELEPHONY verb com-mands for all gateways:

Properties:

Telephony device ID

The name of the device; can be a literal, or a field or vari-able containing the device ID.

This property is optional. If not specified, the devicespecified in the agent’s user ID is used.

Callset ID / group #

The value of this property varies depending on the type ofgateway used; can be one of the following:


TELEPHONY Verb Common Properties

Dialer Gate-ways

The name of the callset; can be a lit-eral, or a field or variable containingthe callset ID.

PBX Gateways The ACD groups for the command.Separate multiple groups withcolons (:). For example, 200:205:207.

This property is optional.

Telephony command

The specific TELEPHONY verb command. For a list ofthese commands, see Table 8-1.

Store status code in

The location in which to store the status code, which isnull if successful or an error number if unsuccessful; canbe a field or variable.

For a list of status codes, see Table 8-9 and also yourgateway documentation.

Store status text in

The location in which to store the text explaining thestatus; can be a field or variable.

For a list of status descriptions, see Table 8-9 and alsoyour gateway documentation.



TELEPHONY Verb Agent Logoff

Agent Logoff

AIT EDGEdial Plug-in Aspect

Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN Davox Davox ext. call table Davox w/out admin EIS Genesys Avaya Genesys Nortel TMI

The Agent Logoff command logs an agent out of all ACD groups andoff the telephone (PBX Gateways) or logs an agent off of a campaign(Dialer Gateways) depending upon the gateway used.



Properties:

Force agent logoff

Specifies whether the agent is forced off all call connec-tions when logged off; can be a literal, or a field or vari-able containing a Y, or blank. If blank, agents arelogged off after completing their current call.

This property is only used with Dialer Gateways andDavox.



Notes

PBX Gateways

For PBX Gateways, this command operates the same as Close Link toHardware.

Dialer Gateways

For Dialer Gateways, this command differs from Close Link to Hard-ware in that Agent Logoff provides a choice of Normal or Forced log-off, and Close Link to Hardware always forces the logoff.

If the forced agent logoff property is specified as yes, any call that isin progress is terminated and the agent is logged off.

Reason The reason the agent is logging off; can be a literal, or afield or variable containing the reason number (1 - 6).See Table 8-3 for more information. This property isoptional.

This property is only used with the Aspect and Aspect Con-tact Server Gateways.




Aspect Gateway

For the Aspect and Aspect Contact Server Gateway, an optionalagent logoff reason code can be specified; the possible values areany number 1- 999. The meaning of each reason code is defined byan Aspect Administrator on each Aspect installation.


TELEPHONY Verb Agent Logon

Agent Logon

AIT EDGEdial Plug-in Aspect

Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN Davox Davox ext. call table Davox w/out admin EIS Genesys Avaya Genesys Nortel TMI

The Agent Logon command logs an agent on to all ACD groups andonto the telephone (PBX Gateways) or logs an agent on to a cam-paign (Dialer Gateways) depending upon the gateway used.

Properties:

There are no properties specific to this command; see Common Properties.


TELEPHONY Verb Agent Logon

Notes

The Agent Logon command checks that the agent is in the properstate to be logged in, allocates shared memory, then executes animplicit Open Link to Hardware, if necessary.

To ensure the agent can receive calls after logging on, a Make AgentAvailable command should be executed.

CV/LAN Gateway

If a login sequence is specified in the telephony device, the ASAImessage 3PAD is used, then an RF message; otherwise only the ASAIRF message is used. If no login sequence is used, agents are place inauxiliary work mode when logged in. They must be made availableto receive calls.

When using a login sequence, no error is returned to the agent onthe RF message.; therefore, if there is a possibility that the agentcould be logging in incorrectly either the login sequence should notbe used or the guide developer should check the result of the MakeAgent Available command which typically follows the Agent Logon.The Make Agent Available command will show that there was a loginerror.


TELEPHONY Verb Alternate

Alternate

AIT EDGEdial Plug-in Aspect Aspect CS Avaya PC CallPath Avaya

CallPath Nortel CallPath ROLM CV/LAN Davox Davox ext. call table Davox w/out admin EIS Genesys Avaya Genesys Nortel TMI

The Alternate command alternates between an active party and aparty on hold. Each time the parties are toggled, the one who wasactive is placed on hold, and the one who was on hold becomesactive.

Properties:



TELEPHONY Verb Alternate

Notes

A common use of this command is to switch back and forth betweena supervisor and a customer during a consultation. The Start Consul-tation command allows you to place the customer on hold and dial asupervisor.

Davox Gateway

Davox supports alternating between a Unison call and a X call, how-ever, not following a Start Consultation. One way an Alternate com-mand might be used is when an agent places a Unison call on holdand either receives or dials a new call. Davox does not allow alternat-ing between two Unison calls or between two X calls.

Note: For Davox, the Alternate command cannot be executed after aStart Consultation because of the state into which the agent andcall are placed following a consultation.

For Davox using a Northern Telecom switch, the Alternate commandis not supported, because with the Northern Telecom switch, X callsare not supported, and an agent can have only one Unison call. Forinformation on X calls and Unison calls, see the section Call Types.


TELEPHONY Verb Answer

Answer

AIT EDGEdial Plug-in Aspect Aspect CS

Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN Davox Davox ext. call table Davox w/out admin

EIS Genesys Avaya Genesys Nortel TMI

The Answer command is used to answer a call.

Properties:

Receive misc data 1

The location in which to store the data sent from theSend misc data 1 property in another TELEPHONY verbcommand; can be a field or variable.

Not currently used.


TELEPHONY Verb Answer

Notes

The Answer command is automatically executed by EDGE when anagent receives a call while waiting on the Auto-Receive screen.

Common uses for this command include answering incoming calls,including those detected with the Wait for a Call command.

For Davox, the Answer command is not needed to answer Unisoncalls because all Unison calls are automatically answered. For Davoxwith the Avaya switch, Answer could be used to answer an X call. ForDavox with the Northern Telecom switch, the Answer command isnot used; X calls are not supported so any non-Unison call must beanswered manually using the phone.

Receive misc data 2


Not currently used.



TELEPHONY Verb Campaign Resume

Campaign Resume

AIT EDGEdial Plug-inAspectAspect CSAvaya PCCallPath AvayaCallPath NortelCallPath ROLMCV/LAN

Davox Davox ext. call table

Davox w/out admin EIS


TMI

The Campaign Resume command restarts a predictive dialer cam-paign previously suspended with the Campaign Suspend command.

Properties:



TELEPHONY Verb Campaign Resume

Notes

For SER, EDGE does not initialize the campaign statistic files whenresuming a campaign.


TELEPHONY Verb Campaign Status

Campaign Status

AIT EDGEdial Plug-inAspectAspect CSAvaya PCCallPath AvayaCallPath NortelCallPath ROLMCV/LANDavoxDavox ext. call tableDavox w/out admin

EISGenesys AvayaGenesys Nortel

TMI

The Campaign Status command returns the current status of thecampaign and writes it to an EDGE log file.

Properties:

Store cam-paign status in

Retained for backward compatibility.



Notes

The Campaign Status command is the only way to write this data toan EDGE log file. This data is also written to the switch log file. Formore information on the switch log file, see the section TelephonyLogs.

SER Dialer

For SER, the following data is written to the guide log in addition tothe information that is typically written:

SER Status Response message code.

Name of the campaign.

Code indicating current status of the campaign; can be one of the following:

c Campaign has received a Close Campaign message.

s Campaign has received a Suspend Campaign message.

A Campaign is open.

C Campaign is closing, waiting for connected calls tocomplete.

I Campaign is closed.

N No inventory of phone numbers to dial.

O Campaign is opening.



SER Example

The following is a sample of an SER campaign status:

SR:campaign:A:14:2:12:234:1066:321:37

The SR indicates this is the SER Status Response message. The exam-ple indicates the campaign is active, there are 14 agents logged in,two stations waiting for calls, 12 agents currently on calls, 234 num-bers on the SER Call Processor, 1066 numbers have been dialed, 321

P Campaign is suspended.

R Campaign is resuming.

S Campaign is being suspended, waiting for connectedcalls to complete.

Number of agent stations assigned to the campaign.

Number of agent stations off hook and waiting for calls.

Number of agent stations on a call.

Number of telephone numbers in the Call Processor.

Number of telephone numbers dialed since the campaign opened.

Number of calls connected since the campaign opened.

Number of abandoned calls since the campaign opened.



numbers have been connected to agents, and 37 calls have beenabandoned.


TELEPHONY Verb Campaign Suspend

Campaign Suspend





TMI

The Campaign Suspend command temporarily stops the dialer fromdialing.

Properties:

Auto logoff Specifies whether the agents are automatically loggedoff when the command is executed; can be a literal, or afield or variable containing a Y, or blank. If blank, agentsremain logged into the campaign, but are idle.


TELEPHONY Verb Campaign Suspend

Notes

Specifying auto logoff executes an implicit Close Link to Hardwarecommand for each agent.

SER Dialer

For SER, the Call Processor returns all calls to the SER Gateway. TheSER campaign statistics are retained and will continue when thecampaign resumes.

The following properties, set on the EIS 2 tab, affect the behavior ofcampaign suspend:

• Logoff agents on suspend.

• Wait for all calls to be completed /force suspension.

The Logoff Agents on Suspend property is superseded by the Autologoff property specified in this command.

Note: When the Suspend Campaign command is issued, EDGE doesnot wait for the SER dialer to acknowledge that the campaignhas been suspended. The dialer may take several minutes toreturn records to the campaign. This delay may cause EDGE totimeout. The system administrator should check to ensure thecampaign has been suspended.


TELEPHONY Verb Cancel Conference

Cancel Conference




TMI

The Cancel Conference command terminates an in-progress confer-ence call, leaving the agent connected to the original active partyand placing the third party who was conferenced on hold.

Properties:



TELEPHONY Verb Cancel Conference

Notes

To hang up the third party placed on hold when the Cancel Confer-ence command is executed, use the Disconnect Alternate command.


TELEPHONY Verb Cancel Transfer

Cancel Transfer

AIT EDGEdial Plug-inAspectAspect CS

Avaya PCCallPath AvayaCallPath NortelCallPath ROLMCV/LAN



TMI

The Cancel Transfer command cancels a call transfer. The originalagent remains connected to the call.

Properties:



TELEPHONY Verb Check for a Call

Check for a Call

AIT EDGEdial Plug-in Aspect Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN Davox Davox ext. call table Davox w/out admin EIS Genesys Avaya Genesys Nortel TMI

The Check for a Call command checks the gateway for messages tosee if there are any available calls for the agent.

Properties:

Receive misc data 1



TELEPHONY Verb Check for a Call

Notes

This command differs from the Wait for a Call command in that itchecks one time for existing calls waiting for the agent; if there is nocall, it proceeds to the next command in the logic flow. The Wait for aCall command continually checks until a call is received or the agentbreaks out of the wait state.

If the Check for a Call command completes successfully, the statuscode will contain a zero; this does not indicate whether a call wasdetected. To determine if the Check for a Call command retrieved acall for the agent, check to see if the $TP.ANI or $TP.DNIS variablesare populated.

Receive misc data 2




TELEPHONY Verb Close Campaign

Close Campaign





TMI

The Close Campaign command stops the dialing of outbound callsand the connection of inbound calls for the specified campaign andrequests that all uncalled telephone numbers be returned to EDGE.

Properties:



TELEPHONY Verb Close Campaign

Notes

SER Dialer

The following SER options set in the callset affect the behavior ofcampaign closing:

• Deassign all agent stations.

• Move campaign files.

• Wait for all calls to be completed.


TELEPHONY Verb Close Link to Hardware



The Close Link to Hardware command logs an agent out of a cam-paign (Dialer Gateways) or off of the switch (PBX Gateways). If theagent is still in available mode, a Make Agent Unavailable commandis automatically executed.

Properties:



TELEPHONY Verb Close Link to Hardware

Notes

PBX Gateways

For PBX Gateways, there is no difference between Agent Logoff andClose Link to Hardware.

Dialer Gateways

For Dialer Gateways, when a Close Link to Hardware is executed, thelogoff type is always set to Forced; therefore, any active call is termi-nated and the agent is immediately logged off. If the agent is on acall, the call is terminated.


TELEPHONY Verb Conference

Conference


The Conference command connects a specified third party to anexisting call.



Notes

A conference can be terminated in the following ways:

• Using the Disconnect command to disconnect all parties fromthe call.

Properties:

Number to dial The name of the campaign to conference with or theextension of an agent to dial; can be a literal, or a fieldor variable containing the data.

This property is only used with the Davox and SER Gate-ways.

Or Operator ID The EDGE user ID to dial; can be a literal, or a field orvariable containing the user ID. The agent must becurrently logged in, or the conference is notattempted.

This property is only used with the Davox and SER Gate-ways.

Send misc data 1


Send misc data 2




• Using the Disconnect Alternate command (if supported) todisconnect the added third party only, leaving the originalparties on the call.

Before the Conference command can be executed, the agent musthave one party on hold and a second party active. This is accom-plished using the TELEPHONY verb Start Consultation command.


TELEPHONY Verb Delete Misc Data

Delete Misc Data

AIT EDGEdial Plug-inAspectAspect CS

Avaya PCCallPath AvayaCallPath NortelCallPath ROLMCV/LANDavoxDavox ext. call tableDavox w/out adminEIS

Genesys Avaya Genesys Nortel

TMI

The Delete Misc Data verb allows logic to delete data attached to thecurrently active call. Combined with the AttachedDataChangedevent, this verb allows for a form of data communication betweentwo EDGE agents (or an EDGE agent with another CTI-enabled appli-cation) connected via a voice call.

Properties:


TELEPHONY Verb Delete Misc Data

Properties: Data Either "*" to delete all miscellaneous data, or the

data to delete. For Genesys, this is a multi-valuedlist of keys. When deleting data, anything after thefirst sub-value of each multi-value is ignored (seeMiscellaneous Data Format for more informationon the format of Genesys miscellaneous data). Thismeans that data can be deleted by copying valuesas a whole from $TP.DATA without the need to firstremove the type and value attributes.


TELEPHONY Verb Dial

Dial


The Dial command sends the gateway a telephone number to dial.

Properties:

Number to dial

The number to be dialed; can be a literal, or a field orvariable containing the telephone number.

For more information on dialing for a particular gate-way, see the Notes section.


TELEPHONY Verb Dial

Notes

An implicit Make Agent Available command is performed when theDial command is executed.

For Davox with a Northern Telecom switch this command is not sup-ported because only Unison calls are allowed, and the Dial commandissues an X call message. For more information, see the section CallTypes.

Aspect Gateway

For Aspect and Aspect Contact Server, the Number to dial can be afive-digit extension, an external phone number, or a CCT number.

To dial using a specific CCT, specify the CCT in the Location property.This will be used to dial the phone number.

Location The Aspect CCT to execute with the phone number. Ifthis field is blank, the Number to dial property is used todial a phone number. This property is optional.

This property is only used with the Aspect and Aspect Con-tact Server Gateway .



TELEPHONY Verb Dial

If not dialing with a CCT, by default, if the number is less than sevendigits, an internal phone line is used to dial the call; if the number isseven digits or greater, an external phone line is used to dial the call.Which type of line to use can be specified by adding one of the fol-lowing digits in front of the number to dial:

• A to force an external line to be used. For example, A7008.

• I to force an internal line to be used. For example, I1234567.

CallPath Northern Telecom

For CallPath with a Northern Telecom switch, to make outbound callsthe agent should login with both an Inbound extension and Out-bound extension specified in the workstation ID.

CV/LAN Gateway

For CV/LAN, if an outbound extension is specified in the workstationID, this extension is used to dial the call instead of the defaultinbound extension.

SER Dialer

For SER, the SER message sent to the dialer when the Dial commandis executed is determined by the Use EIS RD for preview property, asfollows:


TELEPHONY Verb Dial

• If the property Use SER RD for preview is checked, an SER RDmessage is sent. This terminates the current call for the agent,and dials the specified phone number. The call is returned tothe agent regardless of the outcome (for example, if the callresults in a busy signal, it is still connected to the agent).

• If the device property is not enabled, an SER PR message issent. This sends the call as a predictive dial, but with the asso-ciated specified agent; therefore, the call is returned to theagent only if it results in a connect. If the call does not result ina connect, the agent is passed the next connected predictivecall. Depending on where the agent is in the EDGE guide, theagent could receive the voice portion of the call without anassociated data screen.

Using PR, if the phone number is a non-connect it remains on the SERdialer, and is processed according to the campaign options setup forthe result of the call (for example, if the call resulted in a Ring NoAnswer (RNA), and RNA’s are specified as Return to Host at Close(mark as returned) in the SER dialer options, the call is held on theSER dialer until the campaign is closed).


TELEPHONY Verb Disconnect

Disconnect


The Disconnect command hangs up a call.

Properties:

Dialer disposition code

The code to send to the dialer when a disconnectis signaled; can be a literal, or a field or variablecontaining the disposition code.



For SER, the disposition code must be twonumeric digits. For a list of SER disposition codesconsult your SER documentation.

For Davox, this can be used to specify a Termina-tion Code for the call. If using an agent recall ter-mination code to specify a callback for the currentcall, the Callback date/time property must have avalid date or time.

Using a terminate call disposition code (instead ofan agent recall code), causes the agent to beimmediately made available for a new call, there-fore this is not recommended.

This property is only used with the Davox and SERgateways and EDGEdial Plug-in.

Callback date/time The date and time to schedule the callback. Avalid date and time must be specified. For a listingof the required formats, see Table 8-3.

This field must be used with a valid agent recallDialer disposition code.

This property is only used with the Davox gate-way.

Disconnect ext/number

The extension or phone number of the agent todisconnect; can be a literal, or a field or variablecontaining the workstation ID.




Notes

On most gateways, if Disconnect is executed without any optionsspecified, all parties on a call are dropped. The released agent isplaced in unavailable mode following the disconnect.

With preview dialing, you must use this command to indicate the callis completed; therefore, it may be useful to add it to the end-of-calllogic.

If specifying an extension, it must be one that ismonitored by EDGE (for example, in use byanother user).

For CallPath only, a one (1) can be specified to dis-connect the first party added to the call, or a two(2) can be specified to disconnect the secondparty added to the call.

For CallPath, this command can be used to dis-connect parties who are EDGE agents or thoseadded to call that are not EDGE agents.

This property is only used with Aspect, Aspec ContactServer, CallPath, CV/LAN,Genesys and EDGEdial.




Gateways Supporting the Disconnect Ext/Number Property

There are three ways a disconnect command can be executed:

• The disconnect command is executed without an extensionspecified. The result is all parties on a call are disconnectedfrom the call. This applies to the original agent and any thirdparties that were added to the call.

• The disconnect command is executed with the originalagent’s extension specified. The result is the original agent isdisconnected and any parties remaining on the call are leftconnected. This is functionally the same as the original agentperforming a transfer to connect the other parties.

• The disconnect command is executed with the third partyagent’s extension specified. The result is the third party is dis-connected and the original agent and the other party remainconnected. This performs the same functionality as executingthe Disconnect Alternate command.

SER Gateway

Following a hang up, the agent is left in unavailable mode and theSER call status in the summary call record on the SER Gateway is setto No Further Processing Required.



The following SER supported hang up options cannot be set fromEDGE, however there are methods of tracking comparable informa-tion within EDGE:

• SER callback date.

• SER callback time.

• SER alternate phone number.

For assistance on using callbacks and alternate phone numbers inEDGE, contact EDGE Customer Care.

Davox Gateway

When a call is disconnected and both an agent recall dispositioncode and a callback date and time are specified, the callback is notfinalized on the Davox system until the next telephony command isissued. The result of the next telephony command varies as follows:

• If the next command is a Make Agent Available, the callback isfinalized and the agent is immediately available to receive anew call.

• If the next command is a Make Agent Unavailable or AgentLogoff, the callback is finalized and the agent is made unavail-able or logged out respectively.



• If the next command is any other TELEPHONY command, thecallback is finalized and an error message is returned indicat-ing the agent is in an invalid state for the command.

Table 8-3 lists the formats Davox supports for specifying a Callbackdate and time to schedule an agent recall for the current call.

Table 8-3. Davox Callback Date/Time Formats

Name Description

24-hour format HHMM, where HH is a value 0-23.

12-hour format HH:MMn, where n is an A for AM or P for PM and HH is a value 1-12.

Date time format MM/DD/YY HH:MM, where HH is a value 0-23.

Time from current time +HHMM, where HH is the number of hours and MM is the number of minutes from the current time to call the customer.

Minutes from the current time

+MMMM, where MMMM is the number of minutes from the current time to call the cus-tomer.


TELEPHONY Verb Disconnect Alternate


AIT EDGEdial Plug-inAspectAspect CSAvaya PC

CallPath AvayaCallPath Nortel

CallPath ROLMCV/LANDavoxDavox ext. call tableDavox w/out admin


TMI

The Disconnect Alternate command hangs up a third party who wasadded to a call using the Conference or Start Consultation command,leaving the agent connected to the original party.

Properties:

Disconnect ext/number

The extension or phone number to disconnect;can be a literal, or a field or variable containing theworkstation ID.

Not currently used.


TELEPHONY Verb Disconnect Alternate

Notes

The released agent is placed in unavailable mode following a discon-nect. Only calls from monitored extensions can be disconnected withthis command.

SER Dialer

This command differs from Cancel Conference by disconnecting thethird party instead of placing the third party on hold.


TELEPHONY Verb Get Records

Get Records


DavoxDavox ext. call tableDavox w/out admin


TMI

The Get Records command requests undialed calls from the predic-tive dialer.

Properties:

Number of records to get

The number of records to retrieve from the gate-way; can be a literal, or a field or variable containingthe number of records.

This property is only used with Davox and SER.


TELEPHONY Verb Get Records

Notes

When a campaign is closed, the Get Records command is executedautomatically to return all undialed call events and all call eventsheld in the campaign.

When the call events are returned to EDGE, they are transferred fromthe DIALER queue to the appropriate queue specified in the CallsetQueues option, and the PDW_QUEUEn entries for the call events aredeleted.

Phone number or status

The phone number or SER status code associatedwith call events to be returned to EDGE; can be a lit-eral, or a field or variable containing the phonenumber or status code.

To return all call events, specify an asterisk (*).

To request multiple phone numbers, separate eachphone number with a colon. A maximum of ten (10)phone numbers can be requested.

For a listing of SER status codes, see Table J-3.

This property is only used with SER.



Hold

Hold

EDGEdial Plug-in Aspect Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN Davox Davox ext. call table Davox w/out admin


The Hold command places the call on hold, which means that nei-ther the caller nor the agent can hear each other.

Properties:

Hold message number



Hold

Notes

If the Hold command is executed during a conference, the originalagent and the added third party remain connected, and the cus-tomer is placed on hold; this is functionally identical to a consulta-tion.

To remove the customer from hold, use the Retrieve a Call from Holdcommand.




EDGEdial Plug-in Aspect Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN Davox Davox ext. call table Davox w/out admin EIS Genesys Avaya Genesys Nortel TMI

The Make Agent Available command makes an agent available toreceive calls.

Properties:

Available mode

The Available mode for the agent; can be a literal, or afield or variable containing the available mode.

The available modes vary for each gateway. For a list ofthe available modes for your gateway, consult Table 5-1.

This property is not used with the Aspect, Aspect ContactServer and EIS Gateways.



Notes

If an Open Link to Hardware command has not already been exe-cuted, it is performed automatically.

CallPath Gateway

For CallPath with the ROLM switch, which does not support settingavailable modes, this command always places agents in a ready-for-calls state (same as inbound implicit).

For CallPath with the Northern Telecom switch, this commandalways places agents in inbound implicit (II) mode.

Davox Gateway

For Davox, executing the command without specifying a terminationcode (either in the available mode property or the agent’s worksta-tion ID) leaves the agent unavailable to take new calls. A terminationcode is required.





The Make Agent Unavailable command makes the agent unavailablefor receiving calls.

Properties:

Unavailable mode

The Unavailable mode for the agent; can be a literal, or afield or variable containing the unavailable mode.

The unavailable modes vary for each gateway. For a listof the available modes for your gateway, consultTable 5-1.



Notes

If a call is in progress, the call is completed, then the agent is madeunavailable.

This command is executed implicitly when the Cancel button isselected on the Auto-Receive or Auto-Dial screen.

If not specified, the work mode is determined from the agent’s userID setup.

CallPath Gateway

For CallPath with the ROLM switch, which does not support settingunavailable modes, this command always places agents in a not-ready-for-calls state.

This property is not used with the EIS Gateway.

Reason The reason code associated with the agent’s auxiliarywork state. The reason code provides additional report-ing information for the switch to track the agent’s non-call activity. Accepts values 1 - 9. Only available if theagent is placed in AW mode.





For CallPath with the Northern Telecom switch, this commandalways places agents in auxiliary work mode.




EDGEdial Plug-in Aspect Aspect CS Avaya PC

CallPath AvayaCallPath NortelCallPath ROLM

CV/LANDavoxDavox ext. call tableDavox w/out adminEIS


TMI

The Miscellaneous Telephony command returns the status of switchspecific features.

Properties:

Miscellaneous command

The feature or equipment that the status is requestedfor; can be a literal, or a field or variable. The possiblecommand values vary depending on the gateway; seethe Notes section.



Notes

Genesys Gateway

For detailed instructions on using the Miscellaneous command withthe Genesys Gateway, please see Appendix K

Aspect Gateway

For Aspect and Aspect Contact Server, specify the equipment typeprefix and the extension in the Miscellaneous command property. Ifthe status of a station is queried, the equipment status is returned inthe first multivalue, and the extension specified in the command(without the prefix) is returned in the second multivalue. For moreinformation on these equipment types, and the information

Miscellaneous response

The status of the feature or equipment; can be a fieldor variable. The possible response values varydepending on the gateway and the requested com-mand; see the Notes section.




returned with each command, consult your Aspect documentation.

Table 8-4. Aspect and Aspect CS Miscellaneous Command Prefixes

Equipment Type Prefix for Command

None N

Station S

Teleset I

Trunk T

Virtual agent V

Table 8-5. Aspect and Aspect CS Miscellaneous Command Responses

Response Code Description

A Available to place a call.

I Idle.

E Error.

N Busy with an incoming call.

0 Busy with a dialed call.

S Busy with an internal call.



CV/LAN Gateway

For CV/LAN, the ASAI features and services for which statuses can bereported are described in Table 8-6. The ASAI command must bespecified with its required parameters, if any, using the following for-mat:

Command number ^] parameter1^] parameter2

For example, to query the ACD split status, specify 0^]4011 wherezero is the command number, and 4011 is the split extension. TheEDGE verb APPEND-VALUE can be used to format the data using thevalue mark (^]).

The data requested by the command is returned using the followingformat:

data1_item1 data1_item2 data1_item3^]data2^]data3

V Vacant; for example, undefined, inactive, not signed on, or off-hook.

X Unavailable; for example, dialing or set to do not dis-turb.

Table 8-5. Aspect and Aspect CS Miscellaneous Command Responses (continued)

Response Code Description



Where each data item is separated by a space, and each type of dataseparated by a value mark. For example, the ACD split status query 0might return 6^]2^]3 indicating there are six agents logged into theACD split, with 2 available agents, and 3 calls queued.

For more information on these features and services, and the infor-mation returned with each command, consult your ASAI documen-tation.

Table 8-6. CV/LAN Miscellaneous Command Status Information

Value ASAI Feature/Service Parameter Return Values Return Values Description

0 ACD Split Status ACD split #agents on split#available agents#queued calls

Returns the number of calls queued in the ACD split, the number of agents logged into the ACD split, and the number of agents available to receive calls.

1 Call Classifier Query — # idle classifiers# in-use classifiers

Returns the number of idle and in-use call classifiers.

2 Trunk Group Status Trunk group access code

# idle trunks# in-use trunks

Returns the number of idle trunks in the trunk group and the num-ber of trunks in use in the trunk group.



3 ACD Agent Status Extension or ACD split

agent talk stateagent work mode

Returns the current work mode of an agent (manual in, auto in, after call work, auxiliary work) and the agent’s talk state (on call or idle).

4 Station Status Extension agent talk state Returns the talk state of an exten-sion (on call or idle).

5 Third Party Call Audit — — Not supported.

6 ACD Agent Login Audit ACD split active agent list Returns a list of agents currently active on the specified ACD split. Eight extensions are returned per query.

7 Date/Time Query — YYMMDDHHMMSS

Returns the current date and time on the switch in the format YYMMDDHHMMSS.

Table 8-6. CV/LAN Miscellaneous Command Status Information (continued)




8 Call Status Extension # callscall ID party ID call state

Returns information for all calls present at an extension; consists of a list of call identifiers, end-point call states (alerting, dialing, held, connected, bridged, other, unknown), and party identifiers.

This cannot be used to query calls on an ACD split or VDN.

9 Party Identifier Call ID # parties on callparty ID extensionparty ID extension...

Returns a list of party identifiers and extensions on a call.

10 Extension Status Extension Domain typestation type

Returns the class of extension (VDN, ACD split, announcement, voice extension, data extension, ASAI, or other) and the type of extension (analog, BRI, logical agent, proprietary, or no bearer capabilities).

11 Station Message Wait-ing Lamp Query

Extension message lamp status Returns the status of the Station Message Waiting Lamp (MWL) for the current extension (on, off).





EDGEdial Plug-in Gateway

The outcome of the Miscellaneous command varies depending uponthe telephony gateway used with the EDGEdial Plug-in. See theapplicable notes for the EDGE telephony gateway you are using withthe EDGEdial Plug-in.

12 Station Send-All-Calls Status

Extension send all calls status Returns the status of the Station Send-All-Calls for the given extension (on, off).

13 Station Call Forwarding Status

Extension call forwarding status Returns the status of the Station Call Forwarding for the given extension (on, off).

14 Internally Measured Data Query

— — Not supported.

15 Integrated Directory Database Query

Domain type and extension

Type of userextension of username of device

Returns the name corresponding to an extension number as defined in the switch’s integrated database directory, and the type of entity queried (station, VDN, ACD).




Native Command

Native Command

EDGEdial Plug-inAspectAspect CSAvaya PCCallPath AvayaCallPath NortelCallPath ROLMCV/LAN



TMI

The Native command passes any specified command string to thetelephony device. The command that is sent is not validated by EDGEto ensure it is correct before it is passed to the dialer.

Properties:

Native com-mand

The command string to be passed; can be a literal, or afield or variable containing the native command string.


Native Command

Notes

Davox Gateway

With the Davox Gateway, when sending a Native command, be surethat all prompts for additional input that Davox sends are alsoresponded to using the Native command. Typically, this means send-ing one Native command, then waiting for a short period of time,then sending additional Native commands.

EDGEdial Plug-in

With the EDGEdial Plug-in, the Native command is supported to sendcommands to the dialer only. Native commands are not sent to thePBX Gateway. For example, an agent can be logged off of the Dialersystem using the commands AU and LO sent manually using theNative command. The agent remains logged into the PBX Gatewaysuch as Aspect or CV/LAN.

The command must be a valid telephony device mes-sage. A maximum of 462 bytes can be transferred. Forthe syntax of the message, consult your telephonydevice documentation.



Native Command

The Native command can be used to release an agent who has notbeen released correctly from the Dialer system; this can occur if EDGEClient exits improperly or an agent’s PC becomes locked up.Figure 8-1 shows a sample logic flow. The Native command can beused to send an AU to release any calls or trunk resources associatedwith the specified agent, then an LO to log out the agent; use the fol-lowing syntax:

AU/PR2/ANxxxx where xxxx is the agent’s workstation ID.

LO/ANxxxx where xxxx is the agent’s workstation ID.

Figure 8-1. Sample EDGEdial Manual Logout Logic Flow

ALWAYS ASK with prompt "enter the fd" into @fd ALWAYS COPY the value "an" into @anALWAYS APPEND to the end of @an the value of @fd store result in @anALWAYS COPY the value "au\pr2\" into @commandALWAYS APPEND to the end of @command the value of @an store result in @commandALWAYS TELEPHONY device ID $TP.DEVICE command native command native command @commandALWAYS COPY the value "lo\" into @commandALWAYS APPEND to the end of @command the value of @an store result in @commandALWAYS TELEPHONY device ID $TP.DEVICE command native command native command @command


Open Campaign

Open Campaign





TMI

The Open Campaign command initiates a predictive dialer cam-

paign.

Properties:



Open Campaign

Notes

The Open Campaign command is automatically executed when thefirst agent for a callset selects Start on the Auto-Dial screen, unlessthe Open callset implicitly property on the Admin tab on the Callsetpage is not enabled.

This command is also executed automatically when the first agentfor a callset executes the Start Automated Telephony command orthe Open Link to Hardware command, unless the Open callsetimplicitly property on the Admin tab on the Callset page is notenabled.

When the campaign is successfully opened, the predictive dialerresponds with requests for telephone numbers to dial, and if anagent is available, the call processor begins dialing.

If the Auto startup property is enabled for the device, and the set oftelephony servers is not running when this command is executed,the servers are started by an implicit Open Link to Hardware com-mand.

EIS

The following EIS options set in the callset affect the behavior ofOpen Campaign:


Open Campaign

• Call processor ID.

• Initialize files.





The Open Link to Hardware command starts the telephony servers.

For the Avaya PC module, this command establishes a connectionwith the Proactive Contact server.

Properties:




Notes

If the Auto startup property in the Telephony Device is selected, andthe set of telephony servers is not running, this command is calledimplicitly by Agent Logon or by Open Campaign to start the servers.


Put Records

Put Records

EDGEdial Plug-inAspectAspect CSAvaya PCCallPath Avaya

CallPath Nortel CallPath ROLM CV/LAN Davox

Davox ext. call tableDavox w/out admin


TMI

The Put Records command sends one or more call events to thedialer based on the callset definition.

Properties:



Put Records

Notes

When the call event is sent to the dialer, the call is transferred to theDIALER queue and a record is created for the call event in thePDW_QUEUEn file. When the call event is returned to EDGE or con-nected to an agent, the call event is transferred out of the DIALERqueue, and the PDW_QUEUE file entry is deleted.

The following options set in the callset tab determine which callevents to send to the telephony device:

From the Callset Admin tab:

• Callback Time Limit.

• Callset Mix Type.

• Maximum Calls in Dialer.

• Max Download size.

• Minimum Calls in Dialer.

• Packet Size.

• Packet Size Type.

From the Callset Queues tab:

• From Queue.


Put Records

• Limit.

• Percent.

EIS Gateway

The following properties on the Callset EIS 2 tab determine whichcall events to send to the telephony device:

• Call Processor Records per agent.

• Minimum Inventory request count.

• Nuisance Rate.

• Records per Agent.

The Put Records command is not typically used with the EIS dialerbecause the EIS dialer automatically requests call events from EDGEwhen it needs them.




EDGEdial Plug-inAspectAspect CSAvaya PCCallPath Avaya

CallPath Nortel CallPath ROLM CV/LAN

DavoxDavox ext. call tableDavox w/out adminEISGenesys AvayaGenesys NortelTMI

The Put Records Unconditional command sends one or more callevents to the dialer based on the verb command settings.

Properties:

Number of records to

The number of records to send to the dialer; can be aliteral, or a field or variable containing the number ofrecords.



Notes

When the call event is sent to the dialer, the call is transferred to theDIALER queue and a record is created for the call event in thePDW_QUEUEn file. When the call event is returned to EDGE or con-nected to an agent, the call event is transferred out of the DIALERqueue, and the PDW_QUEUE file entry is deleted.

The following options set in the callset tab determine which callevents to send to the telephony device:

From the Callset Admin tab:

• Callback Time Limit.

• Callset Mix Type.

From the Callset Queues tab:

• From Queue.

• Limit.

• Percent.


Redirect Call

Redirect Call

EDGEdial Plug-inAspectAspect CSAvaya PC

CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN



The Redirect Call command allows a call at a station to be redirectedto another station or ACD.

Properties:

Number to redirect

The extension or ACD queue number to which the callis to be redirected.


Redirect Call

Notes

The Redirect Call command differs from the Transfer command inthat it re-routes a call based on an alert rather than an answer.

Send misc data 1

The data to be passed to another TELEPHONY verbcommand; can be a literal, or a field or variable con-taining the data.

The data is stored in the first multivalue position of$TP.DATA and the Receive misc data 1 property on thereceiving station.

Send misc data 2

The data to be passed to another TELEPHONY com-mand; can be a literal, or a field or variable containingthe data.

The data is stored in the second multivalue position of$TP.DATA and the Receive misc data 2 property on thereceiving station.





EDGEdial Plug-in Aspect Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN Davox Davox ext. call table Davox w/out admin


The Retrieve a Call from Hold command reconnects callers previ-ously placed on hold to the agent who placed them on hold.

Properties:




Notes

This command retrieves calls placed on hold by either the Confer-ence or the Start Consultation command.

CallPath Gateway

For the CallPath Northern Telecom switch, which does not supportthe Hold command, this command is used to retrieve a call placed onhold by the Start Consultation command, if the consultation fails.




EDGEdial Plug-inAspectAspect CS

Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN

DavoxDavox ext. call tableDavox w/out adminEISGenesys AvayaGenesys NortelTMI

The Retrieve Call Information command retrieves information fromthe gateway regarding the status of a specified extension.

Properties:

Agent exten-sion

The extension of the agent; can be a literal, or a field orvariable containing the agent’s extension.

Store result in

The location in which to store the extension’s status; canbe a multivalued field or variable.



Notes

CV/LAN Gateway

This performs the same function as a Miscellaneous Telephony com-mand for Calls Query.

The Retrieve Call Information command returns a list of call identifi-ers for all calls present at the specified agent extension; a list of partyidentifiers and identification of agent extensions on the call; and alist of endpoint call states (alerting, call initiated, connected, held,unknown) for each of the calls present at the agent extension.

This command, for example, can be used to check the state of anextension before transferring a call to it.

CallPath Gateway

The format of the status information is described in Table 8-7.

Table 8-7. CallPath Gateway Status Information

Position Description

1 The total number of active calls for the extension.

2 The number of calls on hold for the extension.



EDGEdial Plug-in Gateway

The outcome of the Retrieve Call Information command variesdepending upon the telephony gateway used with the EDGEdialPlug-in. See the applicable notes for the EDGE telephony gatewayyou are using with the EDGEdial Plug-in

Avaya Proactive Contact

When using Avaya Proactive Contact, one of the following statuscodes will be returned:

3 The number of calls with a status of alerting for the exten-sion.

4 The number of calls with a status other than hold, alert-ing, or conference for the extension.

5 The number of conference calls active for the extension.

6 The number of conference calls on hold for the extension.

7 The ANI of the first line.

8 The ANI of the second line.

Table 8-7. CallPath Gateway Status Information

Position Description



Table 8-8. Avaya PC retrieve call info status codesStatus Code Description

S70001,<Job> Agent is on a call working on <Job>, cur-rently working with a customer record.

S70002,<Job> Agent is ready for a call working on <Job>. Currently waiting for next customer record.

S70003,<Job> Agent has joined <Job>.Currently available for work but not ready for next item.

S70004,<Job> Agent has selected a <Job> to work with, but not yet available for work.

S70005 Agent is logged on, but not attached to any job.


Retrieve IVR Data

Retrieve IVR Data

EDGEdial Plug-in Aspect Aspect CS Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN

DavoxDavox ext. call tableDavox w/out admin

EIS Genesys Avaya Genesys Nortel

TMI

The Retrieve IVR Data command retrieves data entered by a callerusing the EDGE IVR Gateway.

For information on the Retrieve IVR Data command, consult theEDGE IVR Gateway documentation.


Send DTMF Tones

Send DTMF Tones


Avaya PC CallPath Avaya

CallPath NortelCallPath ROLM

CV/LAN Davox Davox ext. call table Davox w/out admin


The Send DTMF tones command allows dual tone multi-frequency(DTMF) tones to be sent while an agent is on an active call.

Properties:

Tones The DTMF tones to be dialed; can be a literal, or a fieldor variable containing the tones. Can be any digit onthe phone keypad, including the pound key (#) or aster-isk (*). A maximum of thirty-two (32) characters can bespecified.


Send DTMF Tones

Notes

Not supported with Davox using a Northern Telecom switch.


Send User Data

Send User Data




TMI

The Send User Data verb gives the ability to pass a string of data tothe Telephony Gateway and designate if the EDGE Telephony serversshould wait for a response. There is no validation by EDGE on thestring being sent. The verb is only used with the EDGE Genesys Gate-way.


Send User Data

Properties:

Properties: Data The call-related data to be sent to the Gateway.

Genesys The Send User Data verb is used to commu-nicate with the Genesys Campaign Manager.The verb gives you the ability to attach call-related user data to a Genesys T-Server“TsendUserEvent” feature request .

The data is structured as a list of data items,formated as key-value pairs , with anoptional data type parameter:

key-name^\data-type^\key-value^]key-name-1^\data-type-1^\key-value1^]…

Each key-value pair contains informa-tion about a single value. The data type parameter indicates whether the value is string (1), integer (2), or binary data (3).

If you omit the data type parameter, the parameter defaults to type string.

Use multi-value fields to represent multiple values. For example, Key1 is the key with value Value1, Key2 with Value2, Key3 with Value3, etc.


Send User Data

Implementation

This section describes sample implementation scenario for the SendUser Data verb. This example demonstrates a method of using theSend User Data verb through the logic.

Notes

A new telephony event, called User Event, has been added to the listof events that can be monitored by EDGE. Please see Chapter 10,Telephony Events

In each key-value pair, parameters are separated by ^\ delimiters. Multi-ple key-value pairs are separated by ^] delimiters.

Wait for response

Specifies whether the Send User Data command shouldwait for a Response from the Gateway. The value can beeither “Y” or “N”.

Properties:


Send User Data


Set Callback

Set Callback


Avaya PCCallPath AvayaCallPath NortelCallPath ROLMCV/LANDavoxDavox ext. call tableDavox w/out adminEISGenesys AvayaGenesys NortelTMI

The Set Callback command tells the dialer to schedule a callback foranother date and time.


Set Callback

Properties:

Date/Time A variable containing two multi-values.

The first multi-value indicates the date of the callback and must match the format expected by the Avaya Proactive Contact Server, which may be one of the following:

• YY/MM/DD

• MM/DD/YY

• DD/MM/YY

The second value indicates the time, which must match the format expected by the Avaya Proactive Contact Server, any may be one of the following:

HHMM[A or P] (in 24 or 12-hour clock)

HHMM+ (incremental time)

Number to dial The phone number to call back.


Set Callback

Notes

Avaya Proactive Contact

If only a single digit is provided as the phone number, then itassumed to be a phone index into the current customer recordrather than an actual phone number.








TMI

The Set Campaign Options command updates the campaign withthe new values specified in the EDGE callset for some or all of theprocessing options currently in effect on the campaign. The changestake effect immediately, and remain in effect until the callset valuesare changed again, and telephony device is updated with thosechanges.

Properties:




Notes

This performs the same functionality as specifying Yes on the UpdateServers with Callset dialog box presented when saving a callset. (TheSet Campaign Parameters command is also performed when Yes isspecified.)

EIS Gateway

The following callset properties are used to update EIS when thiscommand is executed:

From the Callset EIS 1 tab:

• Abandoned Call.

• Ans Mach Detection Type.

• Answering Machine.

• Busy.

• Campaign Type.

• Changed Numbers.

• Circuit Busy.

• Enable Answering Machine Detection.

• Invalid Number.



• Modem.

• No Connects.

• Number not in Service.

• Rejected Record.

• Rescheduled Dial Attempt.

• Ring No-Answer.

• Unknown Number.

The following properties on the Callset EIS 2 tab are used to updateEIS when this command is executed:

• Suppress Campaign Out of Calls Message.




EDGEdial Plug-inAspectAspect CSAvaya PCCallPath AvayaCallPath NortelCallPath ROLMCV/LANDavoxDavox ext. call tableDavox w/out admin

EISGenesys AvayaGenesys NortelTMI

The Set Campaign Parameters command updates the campaign withthe new values specified in the EDGE callset for the processingoptions currently in effect on the campaign. The changes take effectimmediately, and remain in effect until the callset values arechanged again, and telephony device is updated with thosechanges.

Properties:




Notes

This performs the same functionality as specifying Yes on the UpdateServers with Callset dialog box presented when saving a callset. (TheSet Campaign Options command is also performed when Yes is spec-ified.)

EIS Gateway

The following callset properties are used to update EIS when thiscommand is executed:


• Billing Code.

• Call Processor ID.


• Answering Machine Count.

• Answering Machine Delay.

• Busy Count.

• Busy Delay.

• Call Processor records per agent.

• Minimum Inventory Request Count.



• No–Answer Count.

• No–Answer Delay.

• No–Answer Time.

• Nuisance Delay.

• Nuisance Rate.

• Records per Agent.

• Rest Time.





The Start Automated Telephony command executes an Open Link toHardware command and sets an internal variable so the next timethe agent routes to $END, he goes to $INEND, waits a default of fourseconds, then routes to Auto-Receive. The time to wait before rout-ing is controlled by the variable $AUTODELAY. (For more informationon $AUTODELAY, see the EDGE 7.10 Developer Reference Manual.)

Properties:



Start Coach

Start Coach


Davox Davox ext. call table Davox w/out admin


TMI

The Start Coach command connects a supervisor to an agent’s exten-sion allowing the supervisor to hear the phone call and assist theagent.

Properties:

Agent to coach The extension of the agent to be coached; can bea literal, or a field or variable containing theextension. The extension must currently be moni-tored by EDGE (for example, be in use by a agent.)


Start Coach

Notes

To coach an agent, the agent performing the monitoring must bedefined with supervisor permissions on the Davox system.


Start Consultation

Start Consultation


The Start Consultation command places the original caller on holdand establishes a connection to a third party.


Start Consultation

Properties:

Station to consult The extension of the agent with which to consult;can be a literal, or a field or variable containing thephone number.

For information on consulting with Aspect andDavox see the Notes section.

Or operator ID The ID of the EDGE user with which to consult; canbe a literal, or a field or variable containing theEDGE user ID.

The agent must be currently logged in, or the con-sultation is not attempted.

Send misc data 1 The data to be passed to another TELEPHONY verbcommand; can be a literal, or a field or variablecontaining the data.

The data is stored in the first multivalue position of$TP.DATA and the Receive misc data 1 property onthe receiving station.

Not supported with Davox using a Northern Telecomswitch.

When using the EDGE Telephony Gateway forGenesys, the data should be a string of key-valuepairs.


Start Consultation

Send misc data 2 The data to be passed to another TELEPHONY verbcommand; can be a literal, or a field or variablecontaining the data.

The data is stored in the second multivalue posi-tion of $TP.DATA and the Receive misc data 2property on the receiving station.

Not supported with Davox using a Northern Telecomswitch.

When using the EDGE Telephony Gateway forGenesys, the data should be a string of key-valuepairs.

Purpose The action that will be taken following the consul-tation; can be one of the following:

Conference A Conference command will beexecuted to connect all three par-ties.

Transfer A Transfer command will be exe-cuted to disconnect the agent, andleave the other two parties con-nected.

The default is Conference.



Start Consultation

Notes

When using this command, specify either the number to dial or anagent’s operator ID, not both.

After the consultation is complete, all three parties can be connectedusing the Conference command, or the caller and the third party canbe connected using the Transfer command.

If the action taken following the consultation doesnot match the purpose specified in the command,it will fail. For example, assume the Start Consulta-tion command executes with the Transfer purpose.If the Conference command is executed to add athird party instead of transferring the call to a thirdparty, the conference will fail.

This property is only used with CallPath Nortel andGenesys Avaya Gateways.

Location The Aspect CCT to execute with the phone num-ber. If this field is blank, the Station to consultproperty is used to dial a phone number. Thisproperty is optional.

This property is only used with the Aspect and AspectContact Server Gateway.



Start Consultation

A consultation can be terminated in the following ways:

• Using the Disconnect command to disconnect all parties fromthe call, and terminate the consultation.

• Using the Disconnect Alternate command to disconnect theadded third party only, leaving the original parties on the call(if supported on your Gateway).

A Retrieve a Call from Hold command can be executed to resume theconnection with the original caller.

Aspect and Aspect Contat Server

For Aspect and Aspect Contact Server , the Station to consult can bea five-digit extension, an external phone number, or a CCT number.

To start a consultation using a specific CCT, specify the CCT in theLocation property. This will be used to dial the phone number.

If not dialing with a CCT, by default, if the number is less than sevendigits, an internal phone line is used to dial the call; if the number isseven digits or greater, an external phone line is used to dial the call.Which type of line to use can be specified by adding one of the fol-lowing digits in front of the number to dial:

• A to force an external line to be used. For example, A7008.

• I to force an internal line to be used. For example, I1234567.


Start Consultation

Davox

For Davox, specify a null ("") in the Station to consult property to con-sult with the first available member of the supervisor group definedon the Davox system.


Start Monitoring

Start Monitoring




TMI

The Start Monitoring command begins the monitoring of an agent’scalls.

Properties:

Extension to monitor

The agent extension to be monitored; can be a literal, ora field or variable containing the agent extension.

or trunk line to monitor

The trunk line to be monitored; can be a literal, or a fieldor variable containing the trunk line.


Start Monitoring

Notes

Davox Gateway

To monitor an agent or trunk, the agent performing the monitoringmust be defined with supervisor permissions on the Davox system.

EIS Gateway

The agent that is to be monitored must be assigned to an open cam-paign. For all types of monitoring, the agent who begins the monitoris connected to an agent’s station, and hears all activity that occurson that extension. Only manual monitoring supports the monitoringof outside phone lines. For more information on initiating and end-ing monitor sessions, consult your EIS documentation.

The following three types of monitoring can be initiated:

• Manual monitoring

This allows a manual connection to an agent’s station formonitoring. To begin monitoring, execute the TELEPHONYStart Monitor command without specifying a station to moni-

This property is only used with the Davox Gateway andTMI.



Start Monitoring

tor. Once this command is executed, the person who is moni-toring must manually specify the agent to monitor by dialingan asterisk plus the agent’s workstation ID, or, if monitoringan outside phone line, dial a pound sign (#) plus the numberof the outside phone line on the telephone keypad. The sta-tion that the monitor is executed from must not be assignedto a campaign.

• Local monitoring

This allows automatic connection to an agent’s station forsilent monitoring. To use local monitoring, execute the TELE-PHONY Start Monitor command specifying the station to bemonitored. The barge in mode is always used; this allows themonitor to contribute to the conversation being monitored.This command cannot be used to monitor a specific outsidephone line. If this command is executed while already moni-toring a station, the monitor is switched to the newly speci-fied station.

• Remote monitoring

This allows automatic connection to an agent’s station forsilent monitoring when the agent initiating the monitor is at aremote site. To use remote monitoring, the agent initiatingthe monitor must specify their telephone number as theirworkstation ID for EDGE, then execute the TELEPHONY StartMonitor command to specify the station to be monitored.


Start Monitoring

This command cannot be used to monitor an outside phoneline. If this command is executed while already monitoring astation, the monitor is switched to the newly specified sta-tion.





The Stop Automated Telephony command executes a Close Link toHardware command and sets an internal variable so that the nexttime the agent routes to $END, they go to the Call Center screeninstead of Auto-Receive.

Properties:



Stop Coach

Stop Coach




TMI

The Stop Coach command terminates a coaching session startedusing the Start Coach command.

Properties:



Stop Monitoring

Stop Monitoring




TMI

The Stop Monitoring command terminates the monitoring of an

agent’s calls.

Properties:



Transfer

Transfer


The Transfer command sends a call (voice only) to another agent,ACD group (PBX), or campaign (Dialer), and terminates the call forthe originator of the transfer.


Transfer

Properties:

Station to transfer to

The destination of the transferred call; can be a literal, ora field or variable containing the destination.

Typically this is a workstation ID, ACD group, predictivedialer campaign, or external phone number. The accept-able values vary based on the gateway; see the Notessection.

If executing a consultative transfer by performing a StartConsultation command, then a Transfer, no value isneeded for this property. The call is transferred to thethird party.

Or operator ID

The EDGE user ID to transfer to; can be a literal, or a fieldor variable containing the EDGE user ID. The agent mustbe currently logged in, or the transfer is not attempted.

This property is not used with Aspect and Aspect ContactServer.

Dialer dispo-sition code

The code to send to the dialer when a transfer is sig-naled; can be a literal, or a field or variable containingthe disposition code. The dialer disposition code is onlyused with transfers to another station or campaign. Fora list of EIS disposition codes, consult your EIS documen-tation. The disposition code must be two numeric digits.

This property is only used with the EIS Gateway.


Transfer

Notes

To perform a consultative transfer, the agent must have two partiesconnected, one on hold and one online (accomplished by executingthe Start Consultation command).

Send misc data 1

The data to be passed to another TELEPHONY verb com-mand; can be a literal, or a field or variable containingthe data.

The data is stored in the first multivalue position of$TP.DATA and the Receive misc data 1 property on thereceiving station.

This property is not used with EIS and Davox using a North-ern Telecom switch.

Send misc data 2

The data to be passed to another TELEPHONY verb com-mand; can be a literal, or a field or variable containingthe data.

The data is stored in the second multivalue position of$TP.DATA and the Receive misc data 2 property on thereceiving station.

This property is not used with EIS, and Davox using aNorthern Telecom switch.

Location Only used with the Genesys gateway.



Transfer

To perform a blind transfer, the agent only has one party connected.In the command properties, specify either the destination extensionfor the transfer or the destination agent’s operator ID; not both. Ablind transfer is not supported with all gateways.

The Transfer command causes the agent to be disconnected and theother two parties to be connected to each other. The agent is placedin an unavailable mode (typically after-call work mode) until a Dis-connect command is executed.

The transfer command does not transfer the data or screen, but theMiscellaneous data arguments allow any data such as the call ID andthe screen name to be transferred with the call. This data can be usedin logic to retrieve the appropriate data.

The Dialer Gateways support specifying a campaign as the destina-tion of the transfer; this sends the call to the longest idle agent in thedestination campaign.

Aspect and Aspect Contact Server Gateway

For Aspect and Aspect Contact Server, to use this command for ablind transfer, specify the CCT that performs a transfer, and copy theextension to transfer to into $TP.DATA. If an extension, operator ID,or external number is specified, the transfer is not attempted. If thetransfer fails (for example if the caller disconnects during the trans-fer), no errors are returned to the agent.


Transfer

For example, to perform a blind transfer, you must first create a CCTthat takes an extension and transfers a call. Then, in your Transferlogic, specify #8 then the CCT number in the property Station totransfer to. Copy the extension to transfer to into $TP.DATA. EDGEautomatically copies the extension from $TP.DATA to the AspectData field (recommended to be set to DATA_E). Your transfer CCTmust use the Aspect Data field.

To use this command for a consultative transfer, do not specify a CCTnumber. (In this case, there should already be two parties connectedto the call and a CCT number is not needed.) If a CCT number is spec-ified, EDGE will attempt to add that CCT to the call which may resultin disconnecting the previously associated caller.

EIS Gateway

For EIS, the agent is placed in an agent unavailable mode after thiscommand is executed. To enable the agent to take another call, aMake Agent Available command must be executed.

When an agent executes a Transfer command, the following scenar-ios are possible:

• The agent has two parties connected, either both confer-enced in, or one on hold and one on line. In this case, thetransfer command disconnects the agent and connects theremaining two parties. The agent is placed in an after–call


Transfer

work mode until a Disconnect command is executed. In thisscenario the Transfer command does not require the stationor OPID to be transferred to be specified.

• The agent is connected to one party, and wishes to transferthe call to a specific destination agent. The destination agentmust be specified with either the workstation ID, phone num-ber, or EDGE Operator ID. The destination agent must beassigned to an open campaign, and may be on a call. If thedestination agent is unavailable, the original agent remainson the call until the destination agent becomes available.When the destination agent becomes available, the transfercompletes, and the original agent is disconnected.

• The agent is connected to one party, and wishes to transferthe call to any agent on a different campaign. The destinationcampaign must have been opened from EDGE and have atleast one agent assigned. In this scenario, specify the destina-tion campaign as the Station to be transferred to. If no agentsassigned to that campaign are available, the original agentremains on the call until an agent becomes available. Whenany agent on the destination campaign becomes available,the transfer completes, and the original agent is discon-nected. EIS requires the destination campaign to be the typeValidation. For information on setting the campaign type,consult your EIS documentation.


Transfer

If the destination agent is not immediately available, use the CancelTransfer command to stop waiting for a destination agent. Theagent’s phone set remains occupied until the Cancel Transfer com-mand is executed.

TMI

By default for TMI, a blind transfer is emulated by first issuing a StartConsultation command, then the Transfer command. If your CTI sup-ports a blind transfer, you can change this by coding it for a blindtransfer in your TMI server or setting attribute 581 in the TPHNY_INTFfile should be set to null (""). For assistance with modifying this file,contact EDGE Customer Care.








TMI

The Update Dialer with Callset command updates the EDGE sharedmemory with any new information set in the EDGE Callsets tab. If acallset queue is changed, executing this allows EDGE to send callsbased on the new definition. There is no message sent to the dialer.

Properties:




Notes

Execute this command only if the callset has changed. If the callsetoptions such as the abandon rate or pacing method were changed,the Set Campaign Options and Set Campaign Parameters commandsshould be executed as well.


Update Misc Data

Update Misc Data




TMI

The Update Misc Data verb allows logic to change the data attachedto the currently active cal l . Combined with the Attached-DataChanged event, this verb allows for a form of data communica-tion between two EDGE agents (or an EDGE agent with another CTI-enabled application) connected via a voice call.


Update Misc Data

Properties:

Data The data that the call should be updated with. Genesysmiscellaneous data is formatted as a series of key/value pairs (see Miscellaneous Data Format for moreinformation about how to format data for use withGenesys)




EDGEdial Plug-in Aspect Aspect CS

Avaya PC CallPath Avaya CallPath Nortel CallPath ROLM CV/LAN Davox Davox ext. call table Davox w/out admin EIS Genesys Avaya Genesys Nortel TMI

The Update Telephony Servers command updates the running tele-phony servers with new options specified in the command.

When you are using the Genesys Gateway, the Update Telephony Servers button on the Device tab performs the same function as the



Update Telephony Servers verb. See Dynamic VDN Registration in Ap-pendix K, Genesys.

Properties:

Console log path

The path for any fatal error messages generated by theset of telephony servers; can be a literal, or a field orvariable containing the console path.

Maximum log file size

The maximum size log files should reach before theyare moved; can be a literal, or a field or variable con-taining the maximum size in bytes.

Roll logfiles Specifies to immediately move the telephony log files;can be a literal, or a field or variable containing a Y. Formore information, see Telephony Logs.

Server restart Not currently used.

Debug option flags

Specifies which debug option flag should be turnedon; can be a literal, or a field or variable containing thedebug option flag number.

To determine the number to place in the field, add thenumbers associated with the debug options you wishto enable.

1 Log TELEPHONY Native command messages tothe guide log file.

2 Log the response from the dialer to a Nativecommand to the switch log file.



4 Log the Non Connect messages to the switch logfile.

8 Log the Connect messages to the switch log file.

16 Log TELEPHONY Put Record command mes-sages to the guide log file.

For example, to add logging for telephony device Con-nect and Non Connect messages, add 4 and 8, andenter 12 in this field.



Voice Message

Voice Message




TMI

The Voice Message command creates and manipulates pre-recordedmessages and conversation recordings.


Voice Message

Subcommands

Archive Subcommand Retained for backward compatibility.

Attach Data Subcom-mand


Cancel Subcommand Cancels a recording and discards anyrecorded information. Used with TMI only.

Delete Subcommand Retained for backward compatibility.

Pause Subcommand Pauses a recording. Used with TMI only.

Play Subcommand Plays a recorded message. Used with TMIonly.

Record Subcommand Begins recording of an agent’s conversation.Used with the Davox gateway and TMI.

Resume Subcommand Resumes the recording of an agent’s phonecall after it has been paused. Used with TMIonly.

Retrieve Data Subcom-mand


Stop Subcommand Either stops playback of a pre-recordedmessage or stops recording of a customerconversation, depending on the currentvoice message action. Used with the Davoxgateway and TMI.


Voice Message

Cancel Subcommand

The Cancel subcommand stops a voice recording. Only used with TMI.

Pause Subcommand

The Pause subcommand stops a voice recording. Only used with TMI.

Play Subcommand

The Voice Message subcommand Play plays a recording. Only usedwith TMI.

Properties:

Recording ID The name of the recording; can be a literal, or a field orvariable containing the recording ID.

Properties:


User-supplied data

The record ID of a data record to be attach to thevoice recording; can be a literal, or a field or variablecontaining the record ID of the data to be attached.

Properties:

Recording ID The name of the recording; can be a literal, ora field or variable containing the recording ID.

Timeout value for message Retrieval



Voice Message

Record Subcommand

The Voice Message subcommand Record records an agent’s conver-sation. Used with the Davox gateway and TMI.

Enable DTMF control Retained for backward compatibility.

User-supplied data The record ID of a data record to be attach tothe voice recording; can be a literal, or a fieldor variable containing the record ID of thedata to be attached.


Properties:


Length of recording


Beep Flag Retained for backward compatibility.

User-supplied data

The record ID of a data record to be attach to the voicerecording; can be a literal, or a field or variable con-taining the record ID of the data to be attached.


Voice Message

Resume Subcommand

The Resume subcommand resumes a voice recording. Only used withTMI.

Stop Subcommand

The Voice Message subcommand Stop either stops playback of apre-recorded message or stops recording of a customer conversa-tion. The action that occurs is determined by the current state of theagent; whether the agent is currently playing a recording or record-ing a conversation. Used with the Davox gateway and TMI.

Properties:

Recording ID The name of the recording; can be a literal, or a fieldor variable containing the recording ID.

User-supplied data

The record ID of a data record to be attach to thevoice recording; can be a literal, or a field or variablecontaining the record ID of the data to be attached.

Properties:


User-supplied data

The record ID of a data record to be attach to the voicerecording; can be a literal, or a field or variable con-taining the record ID of the data to be attached.


Voice Message

Notes

For the Davox gateway, a Digital Recording server must be presenton the Davox system. The recorded phone calls can only be accessedfrom the Davox system.


Wait for a Call

Wait for a Call


The Wait for a Call command places the agent in a loop where thedialer is continually checked for any calls for that agent.

Properties:

Receive misc data 1

The location in which to store the data sent from theSend misc data 1 property in another TELEPHONY com-mand; can be a field or variable.


Wait for a Call

Notes

This command can be used to place an agent into the proper waitstate to receive a transferred call.

With automatic outbound or inbound telephony, the Wait for a Callcommand is executed immediately after a Check for a Call commandwhen the agent routes to the Auto-Receive screen.

Receive misc data 2

The location in which to store the data sent from theSend misc data 1 property in another TELEPHONY com-mand; can be a field or variable.



Status Messages

Status Messages

The telephony servers return status messages when an error occurs;each status message is written to the log file of the server reportingthe error. Status messages can be returned for the following reasons:

• As a response to EDGE TELEPHONY verb commands executedimplicitly using the | or explicitly in logic flows.

If the status message is returned from an implicitly executedcommand, it displays on the agent’s screen, but if the statusmessage is returned from an explicitly executed command, itis stored in the field specified in the command.

These status messages actually originate from the gateway orthe switch used with gateway. A telephony command typi-cally returns a zero indicating it completed successfully, or anegative value indicating it failed. The specific failure statuscodes depend on the type of telephony gateway use. For alist of EDGE status codes see Table 8-9; for gateway-specificstatus codes, see the applicable appendix. Some commands,such as Campaign Status, return data that can be used in theguide.

• As a response to a communication failure between the tele-phony servers and the gateway. These messages are fatal andare written to the system console. The variable CONSOLE canbe set in the EDGE .profile to redirect these messages toanother port or to /dev/null.


Status Messages

The communication failure status message appears as fol-lows:

init_socket on 5001 failed errno=79, retry in 5 seconds, retries left=59

The socket number (for example, 5001), error number (forexample, 79), time between retries (for example, 5), and num-ber of retries (for example, 59) will vary. The error numberreported indicates the reason for the communication failure.The meaning of the error number can be viewed in theerrno.h file in the /usr/include/sys directory.

• As a response when there is a failure in the tpivr_server pro-gram if using the IVR-API; consult the IVR Gateway documen-tation for more information.

• As a response when there is a failure in the tpserver program,a violation of a constraint specified in the telephony device orthe callset, or some other EDGE-related error; these messagesalways begin with a -1. These status messages are typicallyexperienced when the generic set of telephony servers is


Status Messages

started, and are displayed on the screen of the agent startingthe set of servers. These messages are listed in Table 8-9.

Table 8-9. EDGE Status Codes

Code Description

–1000 Communication was interrupted by the agent. Agent pressed CTRL+C or the BREAK key while waiting for a response from the telephony device.

–1001 An argument required for a TELEPHONY verb command was not entered. For example, the Dial command does not have the number to dial.

–1002 The set of telephony servers could not communicate with the telephony device. Check the telephony logs for the system error number explaining the failure.

–1003 An invalid request to the set of telephony servers was received from XGUIDE.

–1004 A telephony command requiring a telephony device was issued, but no telephony device was specified. The telephony device can be specified as part of the command, part of the workstation ID, or in the user ID record.

–1005 A telephony command requiring a callset ID was issued, but no callset ID was specified. The callset ID can be specified as part of the command, part of the workstation ID, or in the user ID.


Status Messages

–1006 A communication error occurred during a Wait for call or Check for call command. Check the telephony logs for the system error number explaining the failure.

–1007 The XGUIDE was unable to successfully send a message to the guide server. Check the standard error of the agent who executed the command for the system error number explain-ing the failure. Possible causes are the message queue has been removed, the message queue is full, or some kind of UNIX system message queue limit has been reached.

-1008 The XGUIDE, when trying to start the set of telephony serv-ers, was not able to obtain a semaphore lock. Check the dae-mon log for the system error number explaining the failure. One possible cause is the UNIX system may be out of sema-phores.

–1009 The specified telephony device ID (through the command, workstation ID, or user ID) does not match the telephony device ID stored in shared memory. The telephony device ID used in a command must match the one used to start the telephony server.

Table 8-9. EDGE Status Codes (continued)

Code Description


Status Messages

–1010 The telephony switch type (the ID of the TPHNY_INTF file, such as EIS) specified in the telephony device record does not match the telephony switch type stored in shared memory. One possible cause is the telephony switch type in the tele-phony device record has been changed since the generic set of servers started.

–1011 The guide server was not able to fork the switch server when the generic set of telephony servers was started. Check the telephony logs for the system error number explaining the failure.

–1012 The agent has attempted to log in with an extension that is already in use by another agent.

–1013 The set of telephony servers could not allocate the required shared memory for an extension. This error occurs if all of the allocated shared memory has been used (for example, as many agents are already logged in as there are extensions specified in the telephony device).

–1014 Failed to open campaign. Possible causes for this error are the database server could not read the callset definition in the CALLSETS file, or an error occurred while opening the campaign on the dialer.


Code Description


Status Messages

–1015 Failed to clean up telephony servers. When the set of generic telephony servers start, they attempt to kill any servers run-ning from the previous session. This error occurs if they are unable to kill these servers. The solution is to manually kill these processes with the UNIX kill command, and to remove all telephony-related shared memory, semaphores, and mes-sage queues with the UNIX ipcrm command.

–1016 EDGE’s telephony servers cannot open one of these files: TPHNY_DEV, TPHNY_INTF, CALLSET. Check the telephony logs to see which of these files cannot be opened. The file may be corrupt or missing; use the filecheck utility to check the file.

–1017 EDGE’s telephony servers cannot read a record from one of these files: TPHNY_DEV, TPHNY_INTF, CALLSET. Check the telephony logs to see what record from which file cannot be read. The file may be corrupt or missing; use the filecheck utility to check the file.

–1018 The specified TPHNY_DEV record exists but is empty or is in an invalid format.

–1019 An agent did not specify a workstation ID during login.

-1020 The agent specified an extension that does not match the pattern defined in the TPHNY_INTF file.


Code Description


Status Messages

-1021 Failed to monitor agent during assign agent. The guide server issued a request to monitor an agent (receive mes-sages on behalf of an agent), but got an error from the switch. Used with CV/LAN or CallPath only.

–1022 Too many campaigns. The maximum number of campaigns specified in the telephony device has been reached; no more campaigns can be opened until the set of telephony servers is restarted.

–1023 The switch type index specified in the TPHNY_INTF record is not a recognized type.

–1024 Failed to start the set of telephony servers. Make sure the sys-tem telephony environment is clean, that is, the telephony shared memory, semaphores, and message queues are removed from the system, and there are no left-over servers running. Also check the daemon.log file for error messages.

–1025 Not currently used.


Code Description


Status Messages

–1026 Nonmatching shared memory size. The telephony server found the shared memory size is different from what it expects. Make sure the system telephony environment is clean, that is, the telephony shared memory, semaphores, and message queues are removed from the system, and there are no left-over servers running, then try to start the server again. If the problem still happens, there is a version inconsistency between the telephony libraries and the tele-phony servers; contact EDGE Customer Care for assistance.

–1027 Nonmatching SCCS ID. There is a version inconsistency between the telephony libraries and the telephony servers; contact EDGE Customer Care for assistance.

–1028 Not currently used.

–1029 Invalid server number; this indicates a telephony server num-ber other than 0 – 99 has been specified for the device.

–1030 Nonmatching server ID. The telephony server ID specified in the TPHNY_DEV record does not match the server ID in shared memory. This could happen if the server ID is modi-fied in the TPHNY_DEV record while agents are live and the generic set of telephony servers is running. Make sure the system telephony environment is clean and restart the tele-phony servers.


Code Description


Status Messages

–1031 Nonmatching EDGE home; this means the EDGE home direc-tory as found in the environment variable $EDGE does not match the EDGE home directory stored in shared memory. This could happen if an EDGE account attempts to use a set of telephony servers started for a different EDGE account on the same machine. If this is intentional, for example, one is testing on a development EDGE on the same machine as a live EDGE, be sure to use a different telephony server number in the TPHNY_DEV record for the two EDGEs.

-1032 Null call ID found in command requiring a call ID. An empty call ID is passed in either Disconnect or Start Consultation, where a call ID is required.

-1033 Campaign is not active. A campaign-related telephony com-mand (such as Open Campaign or Set Campaign Parameters) finds the campaign is not active. For ITC, it is also possible to get this error from Open Link to Hardware.

-1034 The generic set of telephony servers is not running, and the TPHNY_DEV record specifies not to start the telephony serv-ers implicitly.

-1035 The campaign is not open, and the CALLSET record specifies not to open the campaign implicitly.

-1036 Retained for backward compatibility.

-1037 The extension to monitor is not specified in the Start Moni-toring telephony command.


Code Description


Status Messages

-1038 The agent specified in a Close Link to Hardware command is not logged into telephony.

-1039 The held call ID is null; therefore cannot retrieve held call from hold during a transfer or conference.

-1500 For telephony commands specifying an operator ID (such as Start Consultation), the specified operator ID cannot be found in the USER.ID FILE.

-1501 For telephony commands specifying an operator ID (such as Start Consultation), the specified operator ID does not have an entry in the PORTISON file (the agent is not logged in), or the agent did not log in with a workstation ID.

–1998 Dialer deassigned agent. Used with ITC only. When a Close Link to Hardware command was executed the agent was on a call; therefore, the ITC dialer did not process the command immediately. This message is returned when the agent is no longer on a call, and the ITC dialer executes the Close Link to Hardware command.

–1999 For Davox and EDGEdial, indicates that the agent cannot be logged off because there are pending predictive dialer calls. The agent will be automatically made unavailable when the dialer notifies EDGE that all pending calls for the agent are complete. The agent may be routed one or more phone calls after receiving this message. For EIS and ITC, the dialer rejects the Close Link to Hardware command.


Code Description


9Host-Based Routing

Overview




Host-based routing is the process of selecting a path for an inboundcall; it is not used with the Dialer Gateways.

Host-based routing gives the EDGE developer close control overdetermining the agent or group to take each call. The criteria forselecting the agent or group is set up in an EDGE task that is con-verted to an EDGE server. You can use any criteria that meets yourbusiness needs to select an agent or group.

You are provided with information from the switch about eachincoming phone call, and can use this information to select a desti-nation agent or group for the call. Frequently the Automatic NumberIdentification (ANI) of each call is used; this specifies the phone num-ber from which the call originated. The ANI allows a customer recordto be retrieved. From this record, the proper agent can be selected.


Host-Based Routing Overview

Other switch information such as the DNIS, collected digits, II digits,and VDN may also be available to aid in determining the call routing.

A typical host-based routing implementation is to populate the cus-tomer record with the extension of an assigned agent who alwaysservices the account. Another implementation is to always specify apool of agents for the customer such as a flag in the customer recordindicating the customer needs special handling by a supervisor or aforeign language speaker.

The host-based routing can occur on a per-project basis, or from asingle host-based router server. The host-based router that pro-cesses the call is determined from the Dialed Number IdentificationService (DNIS) of the call, which specifies what telephone numberwas dialed.

If high call volume is anticipated, multithreaded host-based routingcan be turned on to allow multiple HBR servers to be opened foreach EDGE project to handle multiple concurrent calls. This mini-mizes the amount of time a caller must wait before a host-basedrouter server is available to process the call and transfer it to theappropriate agent or group.

This chapter describes the following:

• Host-Based Routing Server.



• Multithreaded Host-Based Routing.

• Host-Based Routing Process.

• Setting Up Host-Based Routing.

Host-Based Routing Server

The host-based router server is an Interprocess Communications(IPC) server that is created from host-based router tasks which youwrite. When enabled, the host-based router server becomes a mem-ber of the generic set of telephony servers.

The host-based router server starts when the first inbound call forthe host-based router is received. The host-based router that pro-cesses the call is determined from the Dialed Number IdentificationService (DNIS) of the call which specifies what telephone numberwas dialed.

Host-based routing can occur on a per-project basis, or from a singlehost-based router server. The process for each host-based routerserver is called tphbr_server. Each host-based router server has thesame name but a unique process ID.

Multithreaded Host-Based Routing

Multithreaded host-based routing allows multiple host-based rout-ing servers, controlled by a host-based routing manager, to beopened for each project (including the EDGE level) to handle multi-ple concurrent calls. This feature can be enabled in the device recordfor each set of telephony servers.



When multithreaded host-based routing has been enabled, theswitch server passes alerts to the host-based routing manager ofeach route request. The host-based routing manager then deter-mines whether to start and stop additional host-based routing serv-ers to balance the call load across multiple host-based routingservers.

Utilizing the multithreaded HBR capabilities is recommended if thereis an chance that there will be multiple calls received at the sametime, for example, at a peak call time. The multiple servers are notused unless call volumes dictate it and are automatically stopped ascall volumes decrease, therefore they do not take up significant addi-tional server resources.

The following components support multithreaded host-based rout-ing servers:

• Maximum threads, Minimum threads, and Thread timeoutvalue properties to specify how many host-based routingservers can be started, as well as when idle host-based rout-ing servers will time out. For more information, see .

• A SYS field, $TP.CALLID, can be used to track a unique switch-assigned call ID. For more information, refer to the EDGE 7.10Developer Reference Manual.

• The host-based routing manager writes data to a log file. Formore information, see the section hbr#.account.log0.



• The tpserver Command can be used to report information onthe status of the multithreaded host-based routing servers.For more information, see the section tpserver Command.

Host-Based Routing Process

When host-based routing has been enabled for the telephonydevice, inbound calling works as follows:

1. The gateway passes the switch server a message for eachinbound call.

2. The switch server determines which host-based router handlesthe call, and passes a message to the appropriate host-basedrouting server. (If this is the first call for the host-based router,the server is started. If multithreaded host-based routing isenabled, multiple servers may start.)

The switch server determines which host-based router handlesthe call in the following order:

a. Checks the DNIS of the call against the defined coded proj-ect selection (ISDNINDEX file) to determine which project isassociated with the call and uses the host-based routerserver for that project.

Note: If the call is first routed to a vector, then presented to an agent,the DNIS value is still the original value, not the vector number.



b. If a host-based router server was not created for the project,the default host-based router server specified in the tele-phony Device setup is used.

c. If the default EDGE account does not contain a host-basedrouter, the call is returned to the switch, and is routed to adefault extension or group as defined on the switch.

3. The host-based router server determines the appropriate agentextension or ACD group to send the call to by running the host-based router task, and sends a message to the guide server.

Note: The agent or group can be selected using the ANI of the call, or ifusing a Conversant VRU, the ANI, shared file data, and any col-lected digits.

4. The switch server notifies the gateway of the extension or ACDgroup and the switch connects the call to the agent or group.


Host-Based Routing Setting Up Host-Based Routing

Setting Up Host-Based RoutingTo use host-based routing, perform the following steps:

1. Enable host-based routing by checking the Enable host-basedrouting property on the .

2. If needed, enable multiple host-based routing servers by check-ing the Enable multithreading property on the .

3. Create a host-based router task to map each inbound call to theappropriate agent or group by copying the destination into the$TP.HBRDEST field. For information, see the section Create theTask.

4. Specify the file access in the task, then assemble the task andcorrect any errors.

5. Convert the host-based router task to a host-based routerserver. For more information, see the section Create the Server.

Note: The Aspect Gateway uses Call Control Tables (CCTs) to alertEDGE that a call should be handled using host-based routing.For more information, see Appendix D, Aspect.

Create the Task The host-based router task is created in the Tasks area. Tasks can becreated at the EDGE or project level. You must define a task at thelevel you intend to use it. The developer can construct the task state-



ments to select agents or groups to receive the inbound calls usingcriteria that meets business needs.

To select a route destination for the host-based router task, fre-quently the customer record is retrieved using the information pro-vided by the switch. Alternatively, the call may be routed solelybased on the information provided by the switch. Depending on thegateway and its configuration, the information provided to the host-based router task may include the following (for definitions of theseitems, see Appendix A, Glossary):

• Automatic Number Identification (ANI).

• Switch call ID.

• Collected digits and shared file data if a Conversant VRU isused.

• DNIS.

• II digits.

• VDN.

Copy the route destination desired into the system variable$TP.HBRDEST to route the call. Be sure to specify a default route des-tination if the host-based routing task criteria is not met. A call can berouted to an agent extension, and ACD queue, or any other valid des-tination such as an extension associated with an IVR.



Note: If a route destination is not specified, the gateway decides whereto route the call.

To display the task definition page, select the following:

EDGE or a project / Task area

A sample host-based routing task is shown in Figure 9-1. For moreinformation on tasks, see the EDGE 7.10 Developer Reference Man-ual.



Figure 9-1. Host-Based Routing Task

Create the Server The host-based router server is created from the host-based routertask. Host-based router tasks can be converted to a server at theEDGE or project level. The process created for each host-based routerserver is called tphbr_server. Each host-based router server has thesame name but a unique process ID. The host-based router server is



located in the bin directory at the level it was created (for example, /usr/SOFTSELL/bin).

There can only be one host-based router server per project. Eachtime the Make Host-Based Router command is run, the existing host-based router server in the bin directory is overwritten.

To convert a host-based router task into a server, select the follow-ing:

EDGE or a project / Task area

A page similar to the following is displayed:



On the Task Definition tab, select the host-based router task to beconverted and click the Make Host-Based Router button. The MakeHost-Based Router button is not enabled unless the task has beensuccessfully assembled.

Note: It is strongly recommended that standard error be set before run-ning the Make Host-Based Router Server option because there isno message returned to the screen indicating if tphbr_server wassuccessfully created. To set standard error on EDGE Developer,



select Setup from the File menu; then specify the file in the servertrace and check the Start server trace checkbox.

When the Make Host-Based Router command is used, the EDGE taskis converted to a server.


10Telephony Events

Overview



Gensys Avaya Gensys Nortel TMI

A telephony event occurs when the status of a call or the status of anagent changes. The telephony event triggers a message that pro-vides information regarding what has happened to the call or agent.For example, disconnecting a call by hanging up the telephonehandset would generate a disconnect message. For a list of tele-phony events that can be monitored for each gateway, seeTable 10-1.

Telephony events are composed of solicited and unsolicited events.Solicited telephony events are triggered by EDGE. For example,using the TELEPHONY verb in EDGE to disconnect a call is a solicitedevent. Unsolicited telephony events are events that occur outside ofEDGE. For example, disconnecting a call by hanging up the tele-phone handset is an unsolicited event. For a list of solicited and


Telephony Events Overview

unsolicited telephony events for your particular gateway, see theapplicable appendix.

Telephony event monitoring allows EDGE to react to unsolicitedagent and call status changes that occur both inside and outside ofan EDGE project. The developer can monitor unsolicited telephonyevents related to the call or agent state and attach actions or logicflows to the events.

Note: To use event monitoring with Aspect, the optional module EventBridge is required.

EDGE uses a telephony event handler function that is called everysecond (upon the receipt of a SIGALRM), that checks shared messagequeues to see if an event has been received.

This section describes the following:

• Setup.

• Select Telephony Events to Monitor.



TMI

Table 10-1. Telephony Events by Gateway

EDGE Event

Asp

ect

Asp

ect C

onta

ct S

erve

r

CallP

ath

Ava

ya

CallP

ath

Nor

tel

CallP

ath

ROLM

CV/L

AN

Gen

esys

Ava

ya

Gen

esys

Nor

tel

Agent

Agent available

Agent idle

Agent inbound implicit

Agent inbound explicit

Agent logged on

Agent logged off

Agent make busy

Agent wrap-up

Call

Attached data changed

Call alerting Ö Ö



TMI

Note: The telephony events supported with EDGEdial depend upon thetelephony gateway used. For example, if using EDGEdial forAspect, the telephony events for Aspect are supported.

Call connected

Call disconnected

Call held

Call retrieved

Call transferred

Conferenced

User Event

Table 10-1. Telephony Events by Gateway (continued)

EDGE Event

Asp

ect

Asp

ect C

onta

ct S

erve

r

CallP

ath

Ava

ya

CallP

ath

Nor

tel

CallP

ath

ROLM

CV/L

AN

Gen

esys

Ava

ya

Gen

esys

Nor

tel


Telephony Events Setup

SetupEDGE can be set up to monitor changes in call and agent states. Toenable the monitoring of telephony events, select the following:

EDGE / Telephony area / Device tab

When you add or modify a telephony device, a page similar to thefollowing is displayed:


Telephony Events Setup

To set up telephony event monitoring, check the Telephony eventscheck box on the General tab. This enables the Telephony Eventstab.

Check this box.


Telephony Events Select Telephony Events to Monitor

Select Telephony Events to MonitorTelephony events can be monitored at both the EDGE and projectlevel. Actions can be assigned at the EDGE level for telephony eventsthat occur outside of a project while logic flows can be assigned atthe project level for telephony events that occur while an agent iswithin a project.

This section includes the following:

• Assign Actions to Telephony Events.

• Assign Logic Flows to Telephony Events.

Assign Actions to Telephony Events

Telephony event monitoring allows actions to be specified for unso-licited agent and call status changes that occur while the agent isoutside of a project. For example, if an agent receives a telephonecall while on the Auto-Receive screen, the agent could automaticallybe routed to the first inbound screen of a project.

The agent can receive telephony events, if they are logged on theswitch, when they are on the following screens:

• The Auto-Dial screen.

• The Auto-Receive screen.



• The Project Selection screen when the agent has accessed thescreen by selecting the cancel button on the Auto-Receive orAuto-Dial screen. Otherwise, if an unsolicited event occurswhile the agent is on the Project Selection screen, EDGEassumes the agent is still in the last project, and logic, notactions, are invoked.

The following actions can be specified for unsolicited telephonyevents that occur while an agent is outside of a project:

• Ignore the telephony event.

• Route to the Project Selection screen.

• Route to a specific project.

Unsolicited telephony events can occur at almost any time, there-fore, the logic and action selected as a reaction to the event shouldattempt to take into account where the agent might be in EDGE Cli-ent at the time of the event. Good logic flow and telephony eventaction design is essential for the proper use of telephony events. Thisis particularly true with the actions and logic flows associated withunsolicited disconnect and connect events. For example, if an agentis exiting the guide when an event occurs, the outside of a projectAction may occur instead of the Logic flow action that was probablyexpected.



To select the telephony events you want to monitor, select the fol-lowing:

EDGE / Telephony area / Device tab / add or modify / Telephony Events tab

To activate any monitoring changes, the EDGE telephony serversmust be restarted.

The Telephony Events page is similar to the following:



Properties:

Action The action to invoke when a monitored telephony eventoccurs; can be one of the following:

Ignore Monitors the event but takes no action.

Check this property for each event to be monitored.



Note: The Monitor property must be checked if you want to associatean action or logic flow with a particular telephony event.

Route to Project Selection dialog

Routes the user to the Project Selectiondialog box ($MAIN).

Route to project Routes the user to the first inboundscreen of the project specified in theadjacent Project property.

Event Lists the telephony events that can be monitored. Whichevents are available is gateway dependent.

See Table 10-1 for a list of telephony events that can be mon-itored for each gateway.

Note: When a third party is added to a call using StartConsultation or Conference, the connect event is asolicited, not unsolicited event.

Monitor If checked, the event is monitored by EDGE.

Project The project to route to when the action specified for a tele-phony event is Route to project.

The agent is routed to the inbound window, screen, and tabspecified in Guide Options. For more information, see theEDGE 7.10 Developer Reference Manual.




Assign Logic Flows to Telephony Events

Logic flows can be tied to unsolicited telephony events that occurwhile an agent is within the project. For example, if a customer dis-connects the phone during the middle of a call, logic could be usedto automatically route the agent to the end of the project.

Logic flows are not associated with solicited telephony events, orevents that are triggered by EDGE. For example, if an agent transfersa call using a command button, the call transferred event logic willnot be activated since the event was solicited by EDGE.

Logic flows are invoked as soon as a change in the status of an agentor call occurs. If the agent is in the middle of executing a logic flow,the event logic is executed as soon as the current logic flow com-pletes.

Logic flows are created at the project level. To attach logic flows tounsolicited telephony events that occur within a project, select thefollowing:

Project / Guide area / Telephony Events tab

A dialog box similar to the following is displayed:



Properties:

Event Lists the telephony events that can be monitored. Theevents available are gateway dependent.

See Table 10-1 for a list of telephony events that can bemonitored for each gateway.

Logic The name of the logic flow to invoke when the tele-phony event occurs.

Telephony device ID

The telephony device being used.



Events to Agents In some situations it can be unclear whether a telephony event sentto an agent is solicited or unsolicited. Table 10-2 presents some com-mon scenarios and indicates whether the associated events are solic-ited or unsolicited.

The Disconnect event is always considered solicited if it occurs afteran agent executes one of the following commands:

• Agent Logoff.

• Agent Logon.

• Conference.

• Disconnect.

• Disconnect Alternate.

• Transfer.

Table 10-2. Telephony Event Scenarios

Event Message?

Event Description Original Agent Called Party Third Party

Alerting EDGE agent is on a call and receives a new call.

Yes (unsolicited) — —

Disconnect Two EDGE agents on phone, origi-nal agent disconnects.

Yes (solicited) Yes (unsolicited) —



Disconnect Two EDGE agents on phone, third party agent disconnects.

Yes (unsolicited) Yes (solicited) —

Disconnect Original agent disconnects from a conference call.

Yes (solicited) No No

Disconnect Called party disconnects from a conference call. Called party is an EDGE agent.

No Yes (solicited) No

Disconnect Third party disconnects from a con-ference call. Third party is an EDGE agent.

No No Yes (solicited)

Disconnect An agent is on a call and a new call is routed to them; the new call dis-connects before the agent answers it.

Yes (unsolicited) — —

Connect An agent retrieves a call from hold. Yes (solicited) No —

Connect An agent starts a consultation with third party. Third party is an EDGE agent.

No — Yes (unsolicited)

Connect An agent dials another EDGE agent. No Yes (unsolicited)

Table 10-2. Telephony Event Scenarios (continued)

Event Message?

Event Description Original Agent Called Party Third Party


11Files, Fields, and Screens

Overview The EDGE Telephony Gateway uses files, fields and screens that arenot used elsewhere in EDGE. These are described in this chapter.

The following two types of files are used by the EDGE TelephonyGateway:

• Flat files that store messages received and sent by the tele-phony servers. These files are called telephony logs, and arediscussed in the section Telephony Logs.

• EDGE c-tree files that store configuration and processinginformation. These files are discussed in the section EDGEFiles Used by Telephony.

The EDGE Telephony Gateway also uses telephony specific SYS Fieldsto present data to agents in the guide.

Certain EDGE Screens are only used by the Telephony Gateway.These screens are described in this chapter.


Files, Fields, and Screens Telephony Logs

Telephony LogsMessages that are received and sent by the telephony servers arelogged. These log files allow each message generated within theEDGE Telephony Gateway to be traced. For example if an agent exe-cutes a logic that performs a Dial command, the guide server logshows the message being sent to the gateway, and the switch serverlog shows the result of the Dial command (typically a connect).

The EDGE Telephony Gateway, currently allows certain messages tobe optionally logged to an EDGE-level c-tree file named TPLOG. Thisfile can be reported on using Ad Hoc Reporting. This allows sometelephony reporting to be done from EDGE; however, due to thelarge number of file updates that occurs, this can slow the EDGE sys-tem, and possibly delay screen pops. For setup information, see thesection Reporting Tab. For the file layout of TPLOG, see Appendix B,File Layouts.

The UNIX telephony log files, by default, are located in the EDGE tmpdirectory. Another directory can be specified using the variableTPHNY_LOG_PATH in EDGE’s .profile. The full telephony log nameincludes the name of the file with the telephony server numberappended (for example, guide.log0 or guide.log82).

The telephony log files have a default size of 10 megabytes. When atelephony log file reaches the specified size, the log file is automati-



cally moved to another log file, and a new empty log file with theoriginal name is created. Each time, the oldest of the four log files isreplaced. Each log file is moved to a new name using the followingconvention:

The size a log file reaches before it is moved to a new file can bespecified as follows:

• By setting the variable MAX_LOGFILE_SIZE in EDGE’s .profile.

• From the telephony device setup screen.

• Using the TELEPHONY Update Telephony Servers commandfor the currently running generic set of telephony servers.

First time moved The log file is moved to a file of the same name,but with a dot one (.1) appended. For example,guide.log0 becomes guide.log0.1.

Second time moved The log file is moved to a file of the same name,but with a dot two (.2) appended. For example,guide.log0 becomes guide.log0.2.

Third time moved The log file is moved to a file of the same name,but with a dot three (.3) appended. For example,guide.log0 becomes guide.log0.3.

Each subsequent move

The above pattern is repeated. The log file withthe .1 is overwritten, then the .2 is overwritten,then the .3 is overwritten, then it repeats.



There is no limit to the size that can be specified; however, be awarethere can be up to four versions of each log file at a time. This can usea great deal of disk space if the maximum size is large.

The following log files are used with telephony:

daemon.log0 Contains messages sent and received during thestartup and shutdown of the telephony servers.This log file should be checked if the set of serversdoes not start.

alt_dbase.log0 Contains messages handled by the secondarydatabase server if this option is turned on in thetelephony device.

dbase.log0 Contains messages sent and received by the data-base server. These messages relate to accessingthe EDGE database files. For PBX Gateways usinginbound calling, this log contains only informationon the device setup properties.

ds.account.log0 Contains messages processed by the data server.This log contains a message for each call routed tothe VRU, and a message for each call routed to anagent. Each data server has its own log file;account specifies the EDGE account from whichthe data server was created.

This log only used with the Conversant VRU plug-in.



guide.log0 Contains messages processed by the guide serverand sent to the gateway or the database server.This log contains a message for each telephonycommand executed either explicitly in logic, orimplicitly using the Built-in Functionality.

hbr#.account.log0 Contains messages processed by the host basedrouter servers. These logs contain a message foreach call routed to an agent using a host basedrouter. Each host based router has its own log file;# is a sequential thread number assigned to eachHBR server for each account when the serverstarts; account specifies the EDGE account fromwhich the host based router was created; 0 indi-cates the telephony server number assigned tothe device associated with the server. If you havemultiple gateways on the same server, you will usemultiple telephony server numbers.

The method for assigning thread numbers (#) isdescribed in the following example:

Assume three HBR servers are used (each for a dif-ferent EDGE account). The maximum threadsproperty is specified as 5. Thread numbers are dis-tributed as follows:

• Thread numbers 0-4 are reserved for thefirst server.



• Thread numbers 5-9 are reserved for thesecond server.

• Thread numbers 10-14 are reserved forthe third server.

ivr.log0 Contains messages sent and received during thestartup and shutdown of the EDGE IVR servers.This log file should be checked if the tpivr_serversdo not start.

This log only used with the IVR Gateway.

ivrrcv.log0 Contains messages received from the IVR Gatewayto be passed to the guide server.


ivrsnd.log0 Contains messages sent to the IVR Gateway fromthe EDGE IVR server via the switch server.


msg.log0 Contains a copy of the structure of each messageleft in the message queues when the telephonyservers are stopped. If there are no messages left,there is only a log entry indicating the removal ofeach message queue.

requeue_log0 Contains information on the result of theREQUEUE process. Used with predictive dialersonly.



EDGEdial.log0 Contains messages sent and received during thestartup and shutdown of the connection to the AITDialer. This log file should be checked if thetpsd_servers do not start.

This log only used with the AIT EDGEdial Plug-in.

EDGEdialrcv.log0 Contains messages received from the AIT Dialer tobe passed to the guide server, database server, orclient server.

This log only used with the AIT EDGEdial Plug-in.

EDGEdialsnd.log0 Contains messages sent to the AIT Dialer. Thesemessages may be relayed from CV/LAN regardingthe status of a dialed call, or from a telephonyserver regarding a command such as Make AgentAvailable.

This log only used with the AIT EDGEdial plug-in.

stat.log0 Contains summary statistics for each type of com-mand executed. For example, it contains the num-ber of connects that occurred during the time thatthe servers were active. The default interval isevery 3600 seconds, but this can be changed usingthe variable STAT_INTERVAL in EDGE’s .profile.EDGE writes the statistics to the log file upon thenext telephony operation following the interval.



switch.log0 Contains messages received from the telephonydevice by the switch server to be passed to theXGUIDE or database server. This log contains mes-sages from the dialer responding to the telephonycommands executed by the agent. A message isalso written to this log each time a HBR server isstarted.

tpunison.log0 Contains messages sent from the tpun_server tothe switch server, and messages received bytpun_server from the guide server.

This log only used with the Davox Gateway.

tpadmin.log0 Contains all messages sent and received by thetpadmin server. This includes all administrativetype requests such as open campaign messages,request for calls messages, and campaign statemessages.


tpwsapi.log0 Contains all messages received by the mastertpwsapi server from the tpun_server.




xlog Command The xlog command creates a single log file from multiple telephonylog files for a specified time frame. This utility is provided to facilitatetroubleshooting. A time frame and the relevant log files are speci-fied, and xlog sorts the entries from each log file into order by dateand time, and writes them to a single specified file.

To provide a complete picture of what occurred with a call orrequest, the agent’s standard error is required in addition to the xlogfile.

Syntax

xlog {options}

wsapi thread logsagentext.agentID

Contains all messages sent and received by each agent using the WSAPI interface. There is one log per agent login. The filename is the agent extension concatenated with the agent ID separated with a period (for example, 4001.tsr1).


options The following options can be specified:

–b hh:mm:ss The start time using the 24 hour clock inthe format hh:mm:ss (for example,20:15:00 for 8:15 PM).



–e hh:mm:ss The end time using the 24 hour clock inthe format hh:mm:ss (for example,20:15:00 for 8:15 PM).

–f logfile logfile The log files to include in the summaryxlog file (for example, guide.log0 andswitch.log0).

–m mm/dd The start date in the format mm/dd (forexample, 06/05 for the June fifth). If thisproperty is not specified, the currentdate is used.

–n mm/dd The end date in the format mm/dd (forexample, 06/05 for June fifth). If thisproperty is not specified, the currentdate is used.

–o output_file The filename for the summary xlog file.If a filename is not specified, the outputis directed to the screen.


Files, Fields, and Screens EDGE Files Used by Telephony

EDGE Files Used by TelephonyThe following EDGE files are used with the EDGE Telephony Gateway.The file layout for each file is located in Appendix B.

CALLSET The CALLSET file contains a record for each callset defined using theCallset command from the Telephony area. Not used with the PBXGateways.

DIALER_ STATUS The DIALER_STATUS file contains a record for each predictive dialerstatus code defined using the Dialer Status command from the Tele-phony area. Not used with the PBX Gateways.

ISDNINDEX The ISDNINDEX file contains a record for each coded project selec-tion defined using the Coded Project command from the Telephonyarea. Not used with the Dialer Gateways.

PDW_QUEUEn The PDW_QUEUEn file contains a record for each call event that hasbeen transferred to the dialer, and has not been connected to anagent nor returned by the dialer as a non-connect. Not used with thePBX Gateways.

Each call in the DIALER queue has a corresponding PDW_QUEUEentry. This file tracks the original project and queue of the call eventso EDGE can return calls to their original project and queue, or for-



ward them to their new queue based on the non–connect dialer sta-tus code.

The PDW_QUEUEn file is created automatically at the system level ofEDGE when the telephony device is created; n represents the tele-phony server number, and is appended to the filename if it is notzero. For the zero server, the filename is PDW_QUEUE.

Because the PDW_QUEUE file constantly has records written anddeleted, it quickly becomes fragmented. This file should be periodi-cally compacted to prevent it from growing too large.

PDW_XFER The PDW_XFER file contains the additional data that is passed to theEIS dialer with a call as defined in the Transfer tab from the Tele-phony area. Not used with the PBX Gateways.

STATUS The STATUS file contains the current status of all call events. Datastored in the STATUS file keeps information pertinent to the call,such as date and time, operator ID, and port number. There are sev-eral fields in the STATUS file that are affected by telephony opera-tions.

TPHNY_DEV The TPHNY_DEV file contains a record for each gateway definedusing the Device tab from the Telephony area.



TPHNY_EVENT A system level and project level file called TPHNY_EVENT stores thenames of event logic and the routing information associated witheach gateway. The record ID in this file is the same telephony deviceID defined in the system (for example, ASPECT.socket). Each record inthis file contains the code of the monitored event, the name of theevent logic (project level), and the name of the route to project (sys-tem level). Only used with telephony events.

TPHNY_INTF The TPHNY_INTF file contains a record for each enabled telephonymodule.

TPLOG The TPLOG file contains a record for each inbound call on a moni-tored extension whether connected to an agent or disconnectedbefore reaching an agent. Logging to this file is controlled by theReporting Tab. Typically this file would be reported on using EDGEAd Hoc reporting. For information on ad hoc reporting, consult theEDGE 7.10 Developer Reference Manual.


Files, Fields, and Screens SYS Fields

SYS FieldsThe EDGE SYS fields used with the EDGE Telephony Gateway arelisted in Table 11-1.

Table 11-1. EDGE Telephony SYS Fields

SYS field Notes

$AVAIL

$CAMPAIGN Only used with the Dialer Gateways.

$CAMPAIGNID Only used with the Dialer Gateways.

$ISDNCALING

$ISDNCALLED

$ISDNOTHER

$TP.ACDGRP Not used with the Aspect & Aspect CS Gateway.

$TP.AGENTSTATUS Only used with telephony events.

$TP.AGENTTYPE Only used with the Genesys Gateway.

$TP.ALTNAME Only used with the PBX Gateways.

$TP.ANI

$TP.AVAIL Not used with the Aspect, Aspect CS and EIS Gateway.



$TP.CALLHISTORY Only used with telephony events. This field can grow very large if it is not cleared having agents route to $END between calls, therefore it is auto-matically reduced in size by half when it reaches the limit of 7 kilobytes (the oldest data is dis-carded).

$TP.CALLID

$TP.CALLSET Only used with the Dialer Gateways.

$TP.CALLSTATUS Only used with telephony events.

$TP.DATA

$TP.DEVICE

$TP.DIGITS Not used with the Dialer Gateways. Not used with the Davox Gateway.

$TP.DNIS

$TP.HBRDEST Only used with the PBX Gateways.

$TP.II_DIGITS Only used with the CallPath and CV/LAN Gate-ways.

$TP.IMITATE

$TP.IMPLICITAVAIL

$TP.IMPLICITUNAVAIL For Davox, set this value to N.

$TP.INACD Only used with the PBX Gateways.

Table 11-1. EDGE Telephony SYS Fields (continued)

SYS field Notes



$TP.INEXT Only used with the PBX Gateways.

$TP.INVDN Not used with the Dialer Gateways. Not used with the Davox Gateway.

$TP.LOCATION Only used with the Genesys Gateway.

$TP.OUTEXT

$TP.SETTYPE Only used with the Aspect and Aspect CS Gate-way.

$TP.SWINFGROUP Only used with the Rockwell Gateway. Obsolete. Retained for backward compatibility.

$TP.SWLOGIN Only used with the Aspect, Aspect CS and Davox Gateways.

$TP.SWNUM Only used with the Rockwell Gateway. Obsolete. Retained for backward compatibility.

$TP.SWPASS Only used with the Aspect, Aspect CS and Davox Gateways.

$TP.SWSUPNUM Only used with the Rockwell Gateway. Obsolete. Retained for backward compatibility.

$TP.UNAVAIL Not used with the Davox and EIS Gateways.

$TP.USER

$TP.VRU

$TPHNYDEV


SYS field Notes



$UNAVAIL

$WAITCALLDT

$WAITCALLTM

$WSID


SYS field Notes


Files, Fields, and Screens EDGE Screens

EDGE ScreensThe EDGE screens used with the EDGE Telephony Gateway aredescribed in Table 11-2.

Table 11-2. EDGE Screens for Telephony

E D G EScreen

Description EDGE Client Name

$INERR Screen displayed when a telephony route to a project fails.

Dialer Mes-sage

$INEND When the agent is routed to $END this screen is displayed in place of $END for a default of 4 seconds before automatically returning the agent to Auto-Receive. This screen is display only; no buttons or function keys are enabled.

Call Center

$INWAIT Screen displayed while an agent is waiting for the next automated inbound call. The agent is automatically routed to this screen when using the Built-in Functionality.

Auto-Receive

If during a call an agent dials a number, for example, on a consultation, they return to Auto-Dial when ending the call. The guide will perform identically to waiting on Auto-Receive.


Files, Fields, and Screens EDGE Screens

For information on using these screens, see the discussion of screensin the EDGE 7.10 EDGE Client Reference Manual and EDGE functionsin the EDGE 7.10 Developer Reference Manual.

$PDINWAIT Screen displayed while an agent is waiting for the next call. Typically used with predic-tive dialing.

Auto-Dial

The agent returns to Auto-Dial instead of Auto-Receive if the last telephony action performed in the guide involved dialing a call (for example, a consultation). The guide will perform identically to waiting on Auto-Receive.

Table 11-2. EDGE Screens for Telephony (continued)

E D G EScreen

Description EDGE Client Name


12Redundant Servers

The EDGE Telephony Gateway resets communication with a backupserver when the primary server goes down. This recovery is transpar-ent to agents.

Note: Note: Adding redundant remote connections to EDGE onlymakes sense when EDGE is connecting to a telephony middle-ware component (this includes Genesys and CV/LAN). It is notpossible to configure redundancy when EDGE has a direct con-nection to the switch.

The EDGE telephony server attempts to connect to the backup serveronly once – without retries. EDGE telephony servers will shut down ifthe backup server is not available when the EDGE telephony serverattempts to connect to it.

When the primary server goes down, a communications failure isdetected, EDGE will receive the notification from the gateway. To


Redundant Servers

reset communication to the backup server, EDGE shuts down theswitch server, looks for the backup server connection information,and connects to the backup server. Then, the guide server spawns anew switch server, because the guide server and switch server needto share the same connection to the telphony server. To recover thestate of calls and make the communication reset transparent toagents, the guide server re-registers agents, VDNs, and AutomaticCall Distribution (ACD) groups.


Redundant Servers

Backup Server Requirements

In order for EDGE gateway redundancy to function properly, pleaseobserve the following requirements:

1. Configure the primary and backup Servers as multi-connectionpoints in the telephony device.

Using the General tab for the telephony device, add or modifythe Internet address/Host name for the primary and backupServers as shown in Figure L-1. Identify two internetaddresses or host names: EDGE assumes that the first inter-net address or hostname identifies the primary Server andthat the second internet address or hostname identifies thebackup Server. For setup details, see General Tab.

Using the Connection tab for the telephony device, add ormodify the TCP port assignments for the primary andbackup Servers as shown in Figure L-2. Identify two ports:EDGE assumes that the first port identifies the primaryServer and that the second port identifies the backupServer. For setup details, see Connection Tab.

2. If you are configuring a backup server for Genesys, register allagent phone numbers in the “station” section of the Genesysphone file or Genesys Configuration Management Environ-ment (CME). For instructions, please refer to the Genesys T-Server documentation.

3. Start the primary and backup Servers concurrently.


Redundant Servers

Note: Redundancy will not work correctly if the backup Server isstarted after the primary Server goes down.

4. Start the EDGE telephony server.


Redundant Servers

Figure L-1. Defining Primary and Backup Server Addresses or Host Names

Primary Genesys T-ServerBackup Genesys T-Server


Redundant Servers

Figure L-2. Defining Primary and Backup Server TCP Ports

Primary Genesys T-ServerBackup Genesys T-Server


Redundant Servers

Switch Log When the EDGE telephony server loses connection with the primaryServer, it immediately attempts to connect to the backup Server. Atthis time, the EDGE telephony server writes the following entries tothe EDGE switch.log file:

Reset communication …Switch server is shutting down …

When the EDGE telephony server establishes a connection with thebackup Server, the EDGE switch.log file will contain additional entriesabout the new connection, such as agent extension registration,VDNs, and ACD groups.


13Troubleshooting

Overview This chapter provides information regarding problems that mightoccur with EDGE Telephony Gateways:

• General Gateway Problems.

• Dialer Gateway Problems.

• PBX Gateway Problems.

If you are not able to resolve your problem with the information pro-vided here, contact EDGE Customer Care. When calling for assistanceit is helpful to provide the following information:

• Extension and Operator ID of agent experiencing problem.

• Time that the problem occurred.

• Description of any items that may have changed on your sys-tem around the time the problem began.

• The Telephony Logs for the time the problem occurred.


Troubleshooting Overview

• Standard error file or EDGE Client trace file of the agent expe-riencing the problem. For more information, see the sectionsSetting EDGE Client Trace and Setting ASCII Standard Error.

Setting the environment variable DUMP_TELEPHONY_ARGS=1 inthe edge .profile can provide additional debugging information inthe standard error files. For assistance with modifying the .profile,contact Pitney Bowes Software Customer Care.

Setting EDGE Client Trace

To set the EDGE client trace for an agent, perform the followingsteps:

1. On the agent’s PC, edit the EDGEO.INI file.

2. Add the following to the end of the EDGEO.INI file:

[debug]trace=YhostDebugFile=/tmp/tphny.err

where /tmp/tphny.err is your own host debug filename andpath

Note: If there is already a [debug] section, enter the information afterthe section; do not repeat the [debug] line.

3. Exit EDGE client and restart it. The agent’s standard error is nowdirected to a file named edgeotrace.txt in the directory EDGE


Troubleshooting Overview

Client is installed in on the PC, and the host standard error isredirected to a file on the EDGE server.

4. Reproduce the problem.

5. Return the EDGEO.INI to its original state.

Setting ASCII Standard Error

To set standard error for an ASCII agent, perform the following steps:

1. Find the following lines in the EDGE .profile file (located in$EDGE):

exec $EDGESYS/bin/starthere UPDDVR EDGE -L 2>/dev/null# exec $EDGESYS/bin/starthere UPDDVR EDGE -L 2>$HOME/tmp/err.$$.

2. Move the number sign (#) that indicates the second line is acomment, to the first line. The two lines should appear as fol-lows:

#exec $EDGESYS/bin/starthere UPDDVR EDGE -L 2>/dev/nullexec $EDGESYS/bin/starthere UPDDVR EDGE -L 2>$HOME/tmp/err.$$.

3. Log out of EDGE and then log back in. The agent’s standarderror is now directed to a file named err.PID (process ID num-ber) in the $EDGE/tmp directory.

4. Reproduce the problem.

5. Return the .profile to its original state.


Troubleshooting General Gateway Problems

General Gateway Problems

No Agents Can Login with Telephony; Servers Do Not Start

An agent logs in using a telephony device and workstation ID, andreceives an error when attempting to use telephony; no other agentsare successfully using telephony.

This can be caused by the telephony servers not shutting downproperly, and can be corrected on most systems using the followingsteps:

1. Ensure there are no agents logged into EDGE in telephonymode using a workstation ID. One method to determine this isto check for XGUIDE processes; however, if agents are using theguide without telephony they will also be using XGUIDE pro-cesses, so only kill those XGUIDES that are appropriate.

2. Verify whether the EDGE telephony servers are running using acommand such as

ps -ef | grep tpserver

3. If the telephony servers are not running, go to step 5. If the tele-phony servers are running, log in to EDGE Developer, go to aUNIX prompt from the EDGE level (which places you in theEDGE home directory, $EDGE) and kill the telephony serversusing the command

tpserver -k


Troubleshooting General Gateway Problems

4. Verify that the telephony servers have stopped by again check-ing for the tpserver process. If the servers are removed thenquickly recreated, this typically means that an agent is loggedin to EDGE with a workstation ID. Verify that all agents are not intelephony mode and repeat step number 3.

5. When the telephony servers are no longer running, check forany remaining ipcs processes using the command:

ipcs -a | grep aba

6. Remove any telephony ipcs processes using the command

ipcrm {-q |-s |-m} process ID

7. Optionally, restart any telephony middleware such as the EISCMG server or the CV/LAN PC. Make sure to restart thetpas_server process on the CV/LAN PC if necessary.

8. Login agents in small groups to see if they are now able to usetelephony mode.

Note: The commands ps, ipcs, and ipcrm are UNIX commands. Forinformation on the correct options to use on your system, con-sult your UNIX system administrator. For more information onthe message queues and server processes used with the EDGETelephony Gateway, see Chapter 2, Architecture.


Troubleshooting Dialer Gateway Problems

Dialer Gateway Problems

Delay Between Voice and Data

The agent does not hear and see the customer’s voice and datascreen concurrently; there is a delay of three to four seconds or more.

This is caused by a delay in the processing of the connect message.The following are possible reasons:

• The entire UNIX system is running slow. To correct this, checkfor run-away processes, large reports that are running, orother memory or I/O intensive processes, and if possible stopthem.

• The database server is too busy processing queue transfers.To correct this, enable the secondary database server to pro-cess the queue transfers, and restart the telephony servers.This frees up the database server to quickly process the con-nections.

Agents Are Not Receiving Calls, Dialer Is Idle

The agents are not receiving any calls and the dialer is idle. The fol-lowing are possible reasons:

• The dialer is setup to check the time zone of each call beforedialing, and all calls that have been transferred are not in theapplicable time zone. To correct this, check the time zone onthe dialer to make sure that it is correct. For more informa-tion, consult your dialer documentation.



• The queues in the callset definition do not contain any calls orare not open. If the Filter Ad Hoc feature is used, it is possiblethat there are no calls being selected. To correct this, checkthe callset definition on the Queues tab to ensure that theappropriate queues are included and the correct Filter AdHoc ID is specified. Also check that the queues are open. Formore information, see the section Callsets.

• The DIALER queue is not defined for the project. To correctthis, create a DIALER queue. For information, see the sectionDIALER Queue Setup.

• There is a corrupt EDGE file such as STATUS, queues, orPDW_QUEUE. These are the files involved in sending calls tothe dialer. To correct this, use the filecheck utility to checkeach of these files, and correct using the FIXFILE utility whenthere are no users on the system. For information on the FIX-FILE and filecheck utilities, see the EDGE 7.10 ETW-W Refer-ence Manual.

Agents Do Not Receive Calls, Dialer Is Not Idle

An agent is not receiving any calls but the dialer is not idle. The fol-lowing are possible reasons:

• The agent has logged in with an incorrect workstation ID. Tocorrect this, have the agent log out and log back in using thecorrect workstation ID.



• The dialer has a connect for a call for which it cannot locate acorresponding STATUS file. It is possible that the STATUS andqueues files are out of synchronization. Verify this by count-ing the records in the STATUS file and comparing it to aqueue count. If they do not match, perform a queue rebuildwhen there are no users on the system.

• The queue percentages defined in the EDGE callset do notadd up to 100%. This causes EDGE to be inefficient in sendingcalls to the dialer and may halt processing for that callsetcompletely. To correct, modify the callset so the specifiedpercentages for the queues add up to 100%.

Agents Receive Voice and Not Data

The agents are receiving the voice portion of calls, but not any data.The agent remains on $PDINWAIT. The following are possible rea-sons:

• The STATUS file is corrupt or the record for the call was manu-ally manipulated and cannot be located or accessed. To cor-rect this, run the filecheck utility on the STATUS file and if it iscorrupt run a FIXFILE when there are no users on the system.For information on the FIXFILE and filecheck, see the EDGE7.10 Developer Reference Manual.

• The PDW_QUEUE file is corrupt. To correct this, run the filech-eck utility on the PDW_QUEUE file and if it is corrupt run a FIX-FILE when there are no users on the system.



• The REQUEUE utility was run inappropriately while the pre-dictive dialer is active. To correct this, log all agents off thesystem, close the campaign (if the Close callset on last signoffproperty is not set), and restart the telephony servers.

EDGEdial for Aspect Error Unable to Allocate Virtual Agent

With EDGEdial for Aspect, agents are unable to login to EDGE Clientsuccessfully in telephony mode, and the error is "Unable to AllocateVirtual Agent" in the switch log. The following are possible reasons:

• The Aspect Outbound Application Integration option is notinstalled.

• Verify that the telephony device contains the correct informa-tion by DUMPing it from ACL. Line 55 should contain the fol-lowing:

5^]1^]2^]4^]N^]YYYYYYYYYYNNNNNNNNNN^]YYYYYNNNNN

EDGEdial Error 1014 Unable to Open Campaign

With EDGEdial, agents in EDGE Client cannot successfully selectAuto-Dial; the error 1014, Unable to Open Campaign is received. Thefollowing is a possible reason:

• The dungle card was not installed on the EDGEdial PC. Thedungle card is hardware (an internal slot card or little boxconnected to the parallel port) that is read by the program forlicensing.


Troubleshooting PBX Gateway Problems

PBX Gateway Problems

Agents Do Not Receive Calls, Calls Are In Queue

An agent is not receiving any calls but there are calls in ACD queues.The following are possible reasons:

• The agent has logged in with an incorrect workstation ID. Tocorrect this, have the agent log out and log back in using thecorrect workstation ID.

• The agent has logged in with an incorrect ACD group. To cor-rect this, have the agent log out and log back in using the cor-rect ACD group.

Agents Receive Calls Without VRU Data

An agent is receiving inbound calls, but the IVR data is not populatedin $TP.DATA. The following are possible reasons:

• The VRU port for the call is not monitored by EDGE. The VRUports are specified in the telephony device file. Typically, theALERTING message does not appear in the data server log filewhen this is the problem. To correct this, add the VRU portnumber to the telephony device file and restart the tele-phony servers.

• The shared file for a Conversant VRU is not an Oracle file, orthe Oracle file is not available to EDGE. To correct this, ensurethe shared file is correctly defined in EDGE.


Troubleshooting PBX Gateway Problems

CallPath Problems

Agents Do Not Receive Calls, Calls Are Not In Queue

Agents are not receiving any calls, and although inbound calls havebeen routed to the switch, there are no calls in the ACD queues. Onepossible reason for this is:

• The switch is not communicating with CallPath properly. Usethe UNIX smit utility to check the status of the CallPath sys-tem, and restart the system if it is not running. More informa-tion on the status of the CallPath communications can befound using the CallPath trace facility and error logs.

Agents Are Not Able to Dial Outbound Calls

The agents are able to receive inbound calls, but cannot make out-bound calls using the Dial command. This typically occurs on theNorthern Telecom switch with CallPath if the agent has not specifiedtheir secondary DN (Directory Number) for dialing outbound calls intheir workstation ID on the EDGE login screen. To correct this, theinbound and outbound extensions should be entered, separated bya comma.


AGlossary

Terms A

Abandon rate. See Nuisance rate.

ACD. See Automatic Call Distribution.

ACD groups. The groups to which an agent is assigned. Calls aretypically routed to groups of agents, classified by the agents’ skillsets or job assignments, instead of individual agents.

Adjunct/Switch Application Interface. The name of the API utilizedby the CV/LAN PC. Abbreviation: ASAI.

Agent. An EDGE operator using CTI.

Agent station. Workplace for an EDGE operator, consisting of a tele-phone and a computer terminal.


Glossary Terms

alt_dbase.log0. The telephony log that contains messages handledby the secondary database server if this option is enabled in the tele-phony device.

Alternate phone number. One or more telephone numbers associ-ated with a call event to be dialed when the original phone numberis returned as a non–connect.

ANI. See Automatic Number Identification.

Application Bridge. An Aspect option that provides more featuresto inbound and outbound Aspect CallCenter applications. The EDGETelephony Gateway for Aspect requires the Application Bridge.

API. See Application Programming Interface.

Application Programming Interface. A set of callable functionsthat provides an easy-to-use tool to perform call processing fromsoftware applications such as EDGE. Abbreviation: API.

ASAI. See Adjunct/Switch Application Interface.

Asynchronous command. A TELEPHONY verb command that doesnot wait for a response from the telephony device. There is not wayto determine if an asynchronous command succeeded or failed.


Glossary Terms

Automatic Call Distribution. Manages the distribution of inboundcalls to one or more agent pools. If no agent is available in the pool,the ACD places the call into an ACD queue and moves the call to anagent when one becomes available. Abbreviation: ACD.

Automatic inbound telephony. Type of CTI integration thatreceives calls, optionally answers them, and sends them to the cor-rect EDGE project. Can be used in conjunction with a Voice Recogni-tion Unit (VRU). This allows for automatic customer file recall fortelephone sales people and routing calls to the proper agent.

Automatic Number Identification. The phone number from whicha call originated. The phone that dialed the call. Abbreviation: ANI.

Available Mode. The method of specifying an agent is ready to takecalls. Typically there are two options for PBX Gateways, agents canbe made available automatically by the switch for a new call as soonas they disconnect the previous call, or agents manually make them-selves available to receive a new call by pressing a button on theirphones. Dialer Gateways typically use the available mode to specifythe type of calls an agent can take and to distinguish supervisorsfrom agents.


Glossary Terms

B

Blended calling. Blended calling occurs when agents receive a mixof inbound and outbound calls during the same login session.

BRI card. An interface card used in an NCR system to allow it todirectly support the CV/LAN services. When a BRI card is used in anNCR server, a CV/LAN PC is not required.

Busy. A dial attempt that results in a busy signal.

C

Call Classifier Card. An interface card that can be added to a AvayaDefinity switch to enable it to perform tone detection on dialed calls.Required with CV/LAN and the EDGEdial plug-in.

Call Control Table. The Aspect tables or programs that control therouting of inbound and outbound calls. Call control tables are typi-cally built by the Aspect system administrator and are required withthe EDGE Telephony Gateway for Aspect for screen pops and datatransfer if the Event Bridge is not used, for host based routing, for IVRinterface, and for setting a VDN value for project selection. Abbrevia-tion: CCT.

Call Processor. See EIS call processor.


Glossary Terms

CallPath SwitchServer/2. The computer running CallPath Switch-Server/2 to convert switch request to the proper protocol for theswitch.

Call script. A feature of a Davox system that defines how an cam-paign handles calls. Also termed a TAC script.

Call table. The list of phone numbers to be dialed for a Davox cam-paign.

Callset. A list of queues from one or more EDGE projects, whichcomprise the records to be called. A callset is equivalent to a predic-tive dialer campaign.

CV/LAN PC. A computer connected to the switch that runs an APIserver to control call processing such as routing inbound calls toagents via its ACD functionality, and controlling outbound calls.

CV/LAN Server. The tpas_server provided with the EDGE Tele-phony Gateway that is used to communicate between the genericset of telephony servers and the CV/LAN system.

Campaign. For Davox, a campaign is a dialing strategy associatedwith a call script and call table. An application can have multiplecampaigns. With EDGE a campaign can have only one call table. The


Glossary Terms

Call table, campaign, and EDGE callset must have the same name.See Callset.

CBX. See Computerized Branch Exchange.

CCT. See Call Control Table.

Class of Restriction. The level of restriction placed on a trunk for aAvaya Definity switch. Abbreviation: COR.

Client queue. The UNIX message queue that sends messagesreceived from the switch server or the database server to theXGUIDE.

Collected digits. Data retrieved from a caller using an IVR system.Also used to specifically refer to the Avaya ASAI data field in whichdata can be stored for reference by the switch, for example in multi-ple passes through and IVR system. Displayed in EDGE in the$TP.DIGITS field if supported.

Computer Telephony Integration. Technology created when tele-phony is combined with computing. Describes a wide range of tech-nologies that relate to applying computer intell igence totelecommunications devices such as telephone switches, predictivedialers, and telephones. Allows telephony functions to be performedfrom a computer terminal. Abbreviation: CTI.


Glossary Terms

Computerized Branch Exchange. A type of telephone switch.Abbreviation: CBX

Conversant VRU. Avaya’s VRU product that intercepts inbound callsto collect more information from the caller by asking questions thatcan be responded to using the telephone touch tone keypad. VRUstands for Voice Response Unit. For more information, see the EDGEConversant VRU Plug-in Reference Manual.

COR. See Class of Restriction.

CTI. See Computer Telephony Integration.

D

daemon.log0. The telephony log that contains messages sent andreceived during the startup and shutdown of the telephony servers.

Data server. The data server is an IPC server that can be optionallyenabled to process the passing of information from a conversantVRU to an EDGE agent. A conversant VRU collects information fromthe customer using the touch tone keypad on the telephone. Bydefault, the data server passes the agent exactly the same datareceived from the VRU. If the data returned from the VRU must bemodified in some way, or additional data must be added, an EDGEtask can be created and converted to be part of the data server. The


Glossary Terms

EDGE task will receive the data from the VRU, then can manipulate itas needed. The data generated from the task is then passed to theagent.

Data server queue. UNIX message queue that sends messagesreceived from the VRU data server to the switch server.

Database server. A member of the generic set of telephony IPCservers. Processes requests from the guide and the switch server andinteracts with the EDGE database files.

Database server queue. UNIX message queue that sends messagesreceived from the switch server or the guide server to the databaseserver.

Davox Gateway servers. Additional servers used by the EDGE Tele-phony Gateway for Davox to communicate between the Davox Uni-son system and the EDGE telephony servers. These may include thetpadmin server, the tpwsapi server and the tpun_server.

dbase.log0. The telephony log that contains messages sent andreceived by the database server. These messages relate to accessingthe EDGE database files. This log contains all open campaign andqueue transfer messages for predictive dialing. For inbound tele-phony this log contains only information on the telephony device


Glossary Terms

properties. If the secondary database server is enabled, queue trans-fers appear in the alt_dbase.log0 instead of the dbase.log0.

Dialed Number Identification Service. The phone number thatwas dialed. Abbreviation: DNIS.

Dialer Gateways. The gateways supported by EDGE which are usedfor predictive dialing. Some gateways, such as Davox are consideredboth PBX and Dialer Gateways.

DIALER queue. The EDGE queue to which all calls that are to bedialed by a predictive dialer are transferred. They are removed fromthe DIALER queue when connected to an agent, returned to EDGE asa non-connect, or by the REQUEUE process if neither occurs.

DN. See Directory number.

DNIS. See Dialed Number Identification Service.

DRF. See Dynamic record feed.

ds.account.log0. The telephony log that contains a message foreach call routed from the VRU, and to agents. Each data server has itsown log file; the account specifies the EDGE account from which thedata server was created.


Glossary Terms

Dynamic record feed. The Davox term for the method EDGE usesto populate predictive dialer call tables. With dynamic record feedEDGE send records to the Davox system as needed in small batches.Abbreviation: DRF.

E

EAS. See Expert Agent Selection.

EDGE server. The server computer running EDGE that processes thedata portion of connects.

EDGEdial Plug-in. A plug-in for the EDGE Telephony Gateway thatprovides a software-based predictive algorithm solution that con-trols all call activities in a predictive dialing environment. The AITEDGEdial Plug-In integrates a predictive dialing algorithm (software)with a PBX (hardware) to provide call functionality for both inboundand outbound environments.

EIS Call Processor. Specialized hardware provided by EIS, that dialsthe calls for the EDGE Telephony Gateway for EIS using PBX phonelines.

EIS Gateway. The gateway computer provided by EIS, that man-ages campaigns and provides the phone numbers to the call proces-sor.


Glossary Terms

Event Bridge. The Aspect optional module that automaticallyinforms EDGE of changes in call states and agent states. If the EventBridge option is not used with the EDGE Telephony Gateway forAspect, CCTs are required for the call notification and data (ANI,DNIS) transfer.

Expert Agent Selection. An option on the DEFINITY switch thatmanages the distribution of inbound calls to one or more agentgroups. These agent groups are termed Automatic Call Distribution(ACD) groups. The ACD group allows multiple agents to be associ-ated as a single unit so calls can be directed to a pool of operatorsinstead of an individual when appropriate. EDGE supports CV/LANwith DEFINITY switches configured either with or without EAS.Abbreviation: EAS.

Extension. The telephone extension of an agent; typically specifiedas part of the workstation ID.

G

Generic set of telephony servers. The guide server, switch serverand database server. A generic set of telephony servers is optionallystarted upon the first telephony operation; for example, when thefirst agent logs into EDGE in telephony mode. The set of servers isoptionally stopped when the last agent logs out of telephony mode.


Glossary Terms

guide.log0. The telephony log that contains messages processedby the guide server and sent to the telephony device or the databaseserver. This log contains a message for each telephony commandexecuted either explicitly in logic, or implicitly using the providedEDGE operations auto–receive and auto–dial support.

Guide server. A member of the generic set of telephony IPC servers.Processes requests from XGUIDE by sending messages to the tele-phony server.

Guide server queue. UNIX message queue that sends messagesreceived from the XGUIDE to the guide server.

H

HBR. See host based routing.

hbr.account.log0. Contains messages processed by the host basedrouter server. This log contains a message for each call routed to anoperator using the host based router. Each host based router has itsown log file; the account specifies the EDGE account from which thehost based router was created.

Host based routing. A CTI technology that allows the EDGE serverto determine which agent handles each inbound call. The EDGEdeveloper maps agents to calls utilizing the ANI which specifies what


Glossary Terms

telephone number the call originated from, and the DNIS whichspecifies what telephone number was dialed. The ANI and DNISinformation is provided by the switch with each phone call. Abbrevi-ation: HBR.

Host based router server. An IPC server that can be added to thegeneric set of telephony servers to process the connection ofinbound calls to specific operators. There can be exactly one hostbased router server created for each project.

Host based router server queue. The UNIX message queue thatholds messages received from the switch server for the appropriatehost based router server.

I

IBM Direct Talk/6000 VRU. The VRU produced by IBM that inter-cepts inbound calls to collect more information from the caller byasking questions that can be responded to using the telephonetouch tone keypad.

IBM server. The server computer running EDGE and the CallPathsubsystem.

II digits. information passed by the phone network with a phonecall to the switch to specify the type of phone line the call originated


Glossary Terms

from. For example, these digits can indicate if the call originatedfrom a cellular phone, pay phone, a jail, a hotel, and so on. The valueis stored in the EDGE $TP.II-DIGITS field, and is standard across thephone network. A list of the possible values can be found in Bell-Core's Local Exchange Routing Guide (document number TR-EOP-000085).

Interactive Voice Response. A CTI technology that interceptsinbound calls to collect more information from the caller by askingquestions that can be responded to using the telephone touch tonekeypad. EDGE supports many IVRs using the IVR Gateway. It also sup-ports a plug-in for the Avaya Conversant VRU. For more information,see the EDGE IVR Gateway Reference Manual, and the EDGE Conver-sant VRU Plug-in Reference Manual. Abbreviation: IVR.

IVR. See Interactive Voice Response.

IVR Server. An IPC server that can be optionally enabled to supportan IVR Gateway server with the EDGE Telephony Gateway.

ivr.log0. The telephony log that contains messages sent andreceived during the startup and shutdown of the EDGE IVR Gatewayservers. This log file should be checked if the tpivr_servers do notstart.


Glossary Terms

irrcv.log0. The telephony log that contains messages received fromthe IVR Gateway to be passed to the guide server.

ivrsnd.log0. The telephony log that contains messages sent to theIVR Gateway from the IVR server via the switch server.

L

Lines. The physical cables that connect the switch to the telephonestation.

Link extension. The extension on the Avaya Definity switch associ-ated with the CV/LAN PC. For the EDGEdial plug-in, this extensionmust be defined in the trunk group definition.

Logs or log files. The place where the messages used to communi-cate between the agent and gateway (and vice versa) are written.Log files are intended to provide a complete picture of all of the tele-phony gateway activity that is occurring. For example, when tele-phony starts, the log files record the server start up times, whatoptions are set for the device and callset, and other information. Typ-ically each telephony server uses one or more log file.


Glossary Terms

M

Message queues. A UNIX transport mechanism for IPC messagescoming from an IPC server. The generic set of telephony serverssends messages via message queues. The six message queues usedby the EDGE Telephony Gateway are the client queue, the databaseserver queue, the data server queue, the guide server queue, thehost based router server queue, and the switch server queue.

Message queue IDs. The IDs associated with the EDGE Telephonymessage queues. These can be used to check the number of mes-sages stored in each queue in case there are overflow or messagequeue full errors.

msg.log0. The telephony log that contains a copy of the structure ofeach message left in the message queues when the telephony serv-ers are stopped. If there are no messages left, there is only a log entryindicating the removal of each message queue.

Multithreaded host based routing. Host based routing using mul-tiple HBR servers for each EDGE account to handle multiple concur-rent calls. This minimizes the amount of time a caller must waitbefore a host based router server is available to process the call andtransfer it to the appropriate agent or group.


Glossary Terms

N

Netbios connection. A transport protocol over a network.

Network File System. A network facility that allows machines toshare file systems across a network without having to copy the filesfrom one machine to another. Users on a local machine can accessfiles and directories from remote machines as if the files and directo-ries were local. NFS can also be used to tie together computers thatare running different operating systems. Abbreviation: NFS.

NFS. See Network File System.

Non-connect. A dial attempt that is not answered by a person.

Nuisance rate. The number of calls that is acceptable to connectand not have an available agent. These calls are known as nuisancecalls and typically the predictive dialer disconnects upon determin-ing there is no agent to take the call. This results in the customeranswering the telephone only to hear the phone.

P

Pacing algorithm. Algorithm used to minimize the delay betweencalls for agents. The predictive dialer considers, in real time, the num-ber of available phone lines, the number of available agents, the


Glossary Terms

probability of getting a non–connect such as a busy or no answer,the rest time between calls for the agents, the average conversationlength, the nuisance rate, and other potential factors as well.

PBX. See Private Branch Exchange.

PBX Gateways. The gateways supported by EDGE which are usedfor inbound and preview calling. Some gateways, such as Davox areconsidered both PBX and Dialer Gateways.

PID. A UNIX Process ID number. These can be used to distinguishamong processes of the same name. The UNIX ps command providesa listing of processes and their associated PIDs.

Predictive dialing. An automated method of making outboundcalls, and passing connected calls to agents. Predictive dialing freesagents from time spent pulling up and reviewing a record, dialingthe phone number, then potentially listening to rings, encounteringa busy signal or hearing an answering machine. Predictive dialingcan result in a productivity gain of 200% to 300%.

Preview dialing. Allows agents to initiate dialing from EDGE. Itsaves the agents from manipulating the telephone manually to dial,thereby reducing inaccurate dials. Also known as single key dialing.


Glossary Terms

Private Branch Exchange. The telephone trunk lines on which thetelephone calls are dialed. Abbreviation: PBX.

Q

Queues. An EDGE feature that allows calls to be grouped. Queuesmake up the callsets from which calls are pulled to be sent from thedialer. The EDGE Telephony Gateway uses a special queue namedDIALER to hold all calls that are currently at the dialer.

R

REQUEUE. An ACL utility that allows you to transfer all calls from theDIALER queue to the calls’ source queue. This utility is designed toclean up the dialer queue when a campaign has closed and somecalls remain in the DIALER queue.

requeue_log0. The telephony log that contains information on theresult of the REQUEUE process. Used with predictive dialers only.

Ring no answer. A dial attempt that is not answered.

S

Secondary database server. An IPC server that can be added to thegeneric set of telephony servers to process the transfer of calls from


Glossary Terms

EDGE to the predictive dialer, and process the return of calls from thepredictive dialer to EDGE. The secondary database server is enabledon the telephony device setup screen. In a predictive dialer systemwith a high call volume, the secondary database feature is highly rec-ommended. The secondary database server dies when the databaseserver it is forked from dies, typically when the generic set of tele-phony servers is killed.

Serial connection. An RS232 line connecting two machines.

Server based routing. See host based routing.

Shared file. The file that holds the data to be shared between EDGEand the Conversant VRU. This file is specified in the EDGE telephonydevice, and in the Conversant VRU setup. The file is typically an Ora-cle file, but can be any file type that is supported by both EDGE andthe Conversant VRU. The file must exist in EDGE.

Shared memory. A resource used by multiple processes whereinformation that needs to be shared among the set of servers isplaced. It stores information needed by the generic set of servers.

Single key dialing. See Preview dialing.

SIT tones. See Telephone company special information tone record-ing.


Glossary Terms

Skills based routing. See host based routing.

Socket connection. A transport protocol over a network.

Solicited telephony event. A telephony event triggered by EDGE.

Switch. A telephone switching system associated with telephonetrunk lines that deliver voice to the external telephone network.

Switch-based routing. For each inbound call, the switch deter-mines the agent or ACD group to receive the call.

Switch call ID. The identification number associated with a callby the telephony switch so the call can be differentiated fromother calls on the switch. The EDGE telephony servers track the callID while the call is active.

Switch server. A member of the generic set of telephony IPC serv-ers. Processes responses from the telephony device.

Switch server queue. UNIX message queue that sends messagesreceived from the database server to the switch server.

switch.log0. The telephony log that contains messages receivedfrom the telephony device by the switch server to be passed to theXGUIDE or database server. This log contains messages from the


Glossary Terms

dialer responding to the telephony commands executed by theoperator.

Synchronous command. A TELEPHONY verb command that waitsa set amount of time for a response from the telephony device. Thisallows you to know if a command succeeded or failed, and designyour logic flow to follow different paths depending on whichoccurred.

T

Telco SIT. See Telephone company special information tone record-ing.

Telephone company special information tone recording. Arecording that is generated by the telephone company when a callcannot be completed due to reasons that the telephone companycan explain. These are messages such as notification of changed tele-phone numbers and all circuits being busy.

Telephony. See Computer Telephony Integration.

Telephony device. The CTI equipment that is interfaced with EDGE.


Glossary Terms

Telephony event. The change in the status of a call or the status ofan agent. These are often used by guide developers to determinewhich actions to take depending on the status of a call or agent.

Telephony logs. UNIX flat files that store messages received andsent by the telephony servers. The telephony log files are located inthe EDGE tmp directory or the directory specified by the variableTPHNY_LOG_PATH.

Telephony Messaging Interface. An API used with the EDGE Tele-phony Gateway to communicate between the EDGE CTI layer and athird-party telephony device. Abbreviation: TMI.

Telephony server. Passes messages, via UNIX message queues andUNIX shared memory, between EDGE and the telephony servers, andbetween the telephony servers and the telephony device.

Telephony server number. A number from zero to 4096 thatuniquely identifies each set of telephony servers running concur-rently on a machine. This number is specified in the telephony devicesetup.

Telephony server processes. There are three processes running onthe UNIX system that represent each server. The processes aretpdb_server for the database server, and two tpserver processes, onefor the guide server and a forked process for the switch server.


Glossary Terms

Depending on the gateway, additional server processes might beused; for example tphbr_server for host based routing.

Telephony switch. A telephone switching system; can be a PrivateBranch Exchange (PBX), or a Computerized Branch Exchange (CBX).

Teleset. The Aspect proprietary digital telephone that includes acalls waiting indicator, an 80-character message display, and calldata collection capabilities. Agents may use teleset or winsets withthe EDGE Telephony Gateway for Aspect; the type of phone usedshould be specified for each agent.

Termination codes. Character sequences created on a Davox sys-tem to perform defined functions.

TMI. See Telephony Messaging Interface.

TMI server. The server used by the Telephony Messaging Interfaceto communicate between the third-party telephony device and theEDGE telephony servers. This server must be built by the customerusing the TMI messages. Because it is custom built by each customer,the process may use any name.

TMI simulator. A simulator provided with TMI that can be used totest the TMI server if there is not an EDGE environment present whilethe TMI server is being developed.


Glossary Terms

tp2as program. See CV/LAN server.

tpadmin.log0. The log file containing all messages sent andreceived by the Davox tpadmin server. This includes all administra-tive type requests such as open campaign messages, request for callsmessages, and campaign state messages.

tpadmin. The Davox Gateway server used to process administrativerequests such as open campaign.

tpas_server. The server process for the CV/LAN server.

tpdb_server. The server process for the database server.

tpds_server. The server process for the data server used for theConversant VRU interface.

tphbr_server. The server process for the host based router server.

tpsd_server. The server process for the AIT EDGEdial Plug-in server.

tpserver. The server process for the guide server and the switchserver. The guide server process and the switch server process havethe same name because the switch server is forked from the guideserver. The process ID number for each tpserver process is different.


Glossary Terms

tpunison.log0. The log file containing messages sent from theDavox tpun_server to the switch server, and messages received bytpun_server from the guide server.

tpun_server. The server process for the Davox unison server.

tpivr_server. The server process for the IVR Gateway server.

tpwsapi.log0. The log file containing all messages received by theDavox master tpwsapi server from the tpun_server.

tpwsapi. The server process for Davox wsapi requests from thetpun_server. It also functions as the master wsapi server, starting aserver thread for each agent when required.

Trunk access code. The number used to access a trunk group from aphone; frequently set to 9 for outbound dialing. Abbreviation: TAC.

Trunk group. Trunk lines that are defined as a group on a switch.

Trunk lines. The physical lines that deliver voice to the switch fromthe external telephone network.


Glossary Terms

U

Unavailable Mode. The mode an agent who has just disconnecteda call should be placed in. While in unavailable mode an agent doesnot receive new calls. Unavailable modes can also be used to trackthe type of work an agent is doing while unavailable, typically eithercall related work or non-call related work.

Unison call. A call associated with a Davox application.

Unison system. The administrative software on the Davox system.

Unsolicited telephony event. Events that occur at the gatewaythat EDGE is made aware of.

User to user data. Data passed with a call to an agent in an ASAI APIfield called uudata. This is supported only with Avaya Definityswitches. The data can originate outside of EDGE (typically with aninbound call), or be from within EDGE (specified in an EDGE TELE-PHONY command such as Start Consultation). Abbreviation: UU data.

UU data. See User to user data.

V

VDN. See Vector Directory Number.


Glossary Terms

Vector. The set of instructions associated with a VDN. The instruc-tions are programmed on the Avaya Definity switch.

Vector Directory Number. A port or ACD group that performs rout-ing instructions on a switch. The routing is programmed at theswitch. For some switch types, when calls first arrive, a VDN is used toroute them to an agent, an queue, another VDN, or an IVR system. Onsome IVR systems, choices are associated with VDNs. Abbreviation:VDN

Voice Response Unit. A CTI technology that intercepts inboundcalls to collect more information from the caller by asking questionsthat can be responded to using the telephone touch tone keypad.Abbreviation: VRU.

VRU. Voice Response Unit. See Voice Response Unit.

W

Winset. The Aspect option that allows a PC to emulate teleset func-tionality. Agents may use teleset or winsets with the EDGE Tele-phony Gateway for Aspect; the type of phone used should bespecified for each agent.


Glossary Terms

X

Xcall. Calls not associated with a campaign that are received orplaced by agents using a Davox Unison system.

XGUIDE. The EDGE Operations Guide. This represents commandsthat are executed from the guide by agents.

Xlog. A command that creates a single log file from multiple tele-phony log files for a specified time frame. This utility is provided withthe EDGE Telephony Gateway to facilitate troubleshooting. A timeframe and the relevant log files are specified, and xlog sorts theentries from each log file into order by date and time and writesthem to a single specified file.


BFile Layouts

Overview This appendix lists layouts for records in the following files:

• CALLSET.

• DIALER_STATUS.

• ISDNINDEX.

• PDW_QUEUE.

• PDW_XFER.

• STATUS.

• TPHNY_DEV.

• TPHNY_INTF.

• TPLOG.


File Layouts CALLSET

CALLSETRecords in the CALLSET file are created when you create a callset. Thedata depends on the information specified when the callset is cre-ated. It defines the callset characteristics as well as the queues andthe projects used in the callset.

Table B-1. CALLSET File Layout

F i e l dPosition Description

1 The nuisance rate.

2 The nuisance delay.

3 The no answer time.

4 The no answer count.

5 The no answer delay.

6 The busy count.

7 The busy delay.

8 The rest time.

9 The packet size type; can be one of the following:

1 Determined by the download request.

2 Use packet size specified in the callset.



3 Use packet size multiplied by the number of users logged on to this callset.

4 Determined by campaign.

10 The packet size. An entry in this field is needed if field position 9 is a 2 or a 3.

11 The limit for the queue.

12 The callset mix type.

13 The maximum download size.

14 Call ID is phone number. Y if the call ID is the phone number to be dialed.

15 The callback time limit. This flag has an effect only on queues that have the callback flag set.

16 Not currently used.

17 The force suspension flag. EIS only.

18 The logoff on suspend flag. EIS only.

19 Minimum/Maximum calls. This multivalued field contains two values: the first value position is the maximum number of calls, and the second value position is the minimum number of calls. This field is only populated if the Packet Size Type (field posi-tion 9) is set to 4, Determined by campaign.

Table B-1. CALLSET File Layout (continued)




20 Campaign type (inbound/outbound).


22 The open callset implicitly flag.

23 The get message on preview connects flag.

24 Close campaign on last signoff. (Y, N, or empty, default: empty). This field is a flag indicating whether or not the campaign should be closed when the last operator on the campaign logs off. Note the close of campaign returns all of the calls back from the dialer.


26 Alternate dial enable. This field determines whether or not an alternate phone number will be used in this callset, or whether enhanced dial mode is used. Possible values are:

Y Standard alternate dialing is being used.

E Enhanced alternate dialing is being used.

N Alternate dialing is not being used.

27-28 Not currently used.

29 Initialize files flag for open campaign. EIS only.

30 Call processor number EIS only.

31 Force close of campaign. EIS only.





32 Deassign stations on campaign close. EIS only.

33 Delete files upon campaign close. EIS only.

34 Campaign type. EIS only.

35 Answering machine detection flag. EIS only.

36 How to handle changed numbers. EIS only.

37 Answering machine detection type. EIS only.

38 How to handle non-connects. EIS only.

39 How to handle unknown numbers. EIS only.

40 How to handle numbers not in service. EIS only.

41 How to handle circuit busy. EIS only.

42 How to handle modems. EIS only.

43 How to handle ring no answers. EIS only.

44 How to handle busy calls. EIS only.

45 How to handle abandoned calls. EIS only.

46 How to handle rejected records. EIS only.

47 How to handle invalid numbers. EIS only.

48 How to handle rescheduled dial attempts. EIS only.

49 How to handle fresh numbers. EIS only.





50 How to handle answering machines. EIS only.

51 Billing code. EIS only.

52 Maximum number of times to re-dial a call that was answered by an answering machine. EIS only.

53 Number of hours to wait before redialing a call that was answered by an answering machine. EIS only.

54 Call processor records per agent. EIS only.

55 Additional call processor records per agent. EIS only.

56 Minimum record inventory. EIS only.

57 Suppress campaign out of call message. EIS only.

58 Use the RB message instead of the RT message. EIS only.


60 The hold timeout.

61 Misc. A catch-all field. For ITC, it will be callset parameters.

62 Results campaign options. This multivalued field contains options specific to the RESULTS dialer. It contains 12 values as follows:

001 Outbound hold message (Y or N).

002 Inbound hold message replays (numeric 0 - 99)





003 Answering machine detection (P, N, M, or D). What-ever is set here is used for the callset. If this is not set, the flag in attribute 16 is used. (The specific setting overrides the generic.)

004 Pass intercepts (Y or N).

005 Maximum drop rate (numeric 0 – 99).

006 Target drop rate (numeric – 0 – 99).

007 Seconds.

008 Rings before no answer (numeric 0 – 9).

009 Connect to attempt ratio (T or D; default is T).

010 Connect to attempt (numeric 0 – 9999 or 0 – 99999).

011 Accounting code prefix (numeric 0 – 9999999999).

012 Accounting code suffix (numeric 0 – 9999999999).

63 InterVoice Campaign Options. This multivalued field contains options specific to the InterVoice dialer. It contains 21 values.

001 Campaign type (F or C, default: F)

002 Ring no answer time out (numeric 10 – 99)

003 Pacing parameter (numeric -999 – 999)

004 Answering machine (contains 2 subvalues)





001 Answering machine detection; can be one of the following:

012

Turn off.Turn on without delay.Turn on with delay.

Whatever is set here is used for the callset. If this is not set, the flag in attribute 16 is used.

002 Message display (numeric 1 – 999)

005 Agent connect map (contains 8 subvalues) The dialer will prefix each of the subvalues with the number of the subvalue (for example SV1 = 3333333, server will send 13333333)

001 – 008: MAP # (numeric 0000000 – 9999999)

006 Time zone table name (alphanumeric).

007 Trunk route table name (alphanumeric).

008 Maximum outbound line limit (numeric 1 – 999).

009 Maximum agent limit (numeric 1 – 999).

010 Script ID (alphanumeric) – not used after release 10.

011 Call buffer size (numeric 1 – 9999).

012 Buffer low alarm limit (numeric 1 – 9999).





013 Overflow pool ID (alphanumeric).

014 Pool control origination ID (alphanumeric).

015 Pool stats origination ID (alphanumeric).

016 Max inbound line limit (>= 0).

017 Pacing method; can be one of the following:

012

Manual.Agent Utilization.Mean Hold Time.

018 Agent utilization target (0 – 100, default = 80).

019 Mean hold time (>= 0, default is 5).

020 Number of casual agent redial attempts (0–10; default is 0).

021 Pacing drop adjustment (Y or empty; default: empty).

64 InterVoice campaign options call type; can be one of the fol-lowing:

23

Predictive Hold.Predictive Drop.

65 InterVoice casual agents. This multivalued field is a multi-sub-valued field as well. There is a maximum of 200 values. Values 001–200 each have 3 subvalues as follows:.





001-200

001002003

Agent ID.Phone Number.Description

66 The delay before a call is classified as a no answer; for EDGEdial for CV/LAN this is the maximum number of rings (the default is 10, the minimum is 2, and the maximum is 15), for EDGEdial for Aspect and EDGEdial for Aspect CS, this is the number of sec-onds.

67 Purge calls flag for the Davox Gateway.

68 TAC ratio information. Used with Davox and TMI.

69 Davox Gateway Campaign options.

70 Starting index entry. This field holds an index of phone num-bers in the alternate dial list, and determines which number from the list will be sent to the dialer on an original call. Used with enhanced alternate dialing only.

71 Callset default alternate dial type. Used with enhanced alter-nate dialing only.

72 Callset default callback time delay. This field combines the hours and minutes to determine total number of minutes; for example, 2hrs. and 15 mins. = 135 minutes. Used with enhanced alternate dialing only.





73 Callset default which alternate number. Used with enhanced alternate dialing only.

74 End queue entry. This field holds the name of the queue to which to transfer the call if all the phone numbers have been dialed and there was no connection.

75 EDGEdial retry mode; specifies how retries should be handled; can be one o f the following:

0 Do not retry to dial the call; return the call to EDGE.

1 Allow EDGEdial to reschedule the call to be dialed again; notify EDGE.

2 Allow EDGEdial to reschedule the call to be dialed again; do not notify EDGE.

76 EDGEdial abandon count; the maximum number of times to redial a call that was abandoned.

77 The number of minutes to wait before redialing a call that was classified as an abandoned call for the EDGEdial plug-in.

78 EDGEdial answering machine count; the maximum number of times to redial a call that was classified as an answering machine.

79 EDGEdial answering machine delay; the number of minutes to wait before redialing a call that was answered by a machine.





80 EDGEdial answer machine detection.

81 EDGEdial abandoned call target; the percentage (1 to 5 per-cent) of calls to abandon.

82 EDGEdial abandoned call measurement; the type of calls to measure; can be one of the following:

1 Measures live calls only.

2 Measures live calls, answering machine, fax/modem, no answer, busy, and SIT tones.

83 EDGEdial abandoned call delay; the number of seconds before the dialer hangs up on a called party when no agent is avail-able.

84 EDGEdial estimate talk; The estimated length (1 to 20 minutes) of the conversations between agents and customers.

85 The answer mode and AMS_DELAY options for EDGEdial for Aspect and Aspect CS.

86 The ANS_MAP options to determine if a call is sent to an agent if it is not a live answer.

87 The AD_PARAM options.

88 - 97 Not currently used.





98 Union of projects. This field has a list of all the projects defined in the queue definitions (attr 100 – end)

99 Project Definition. This field has the list of projects in this call-set, this list should be the union of the project names used in the callset queue definition field. It is a multivalued field, where each value is a list of subvalues representing the following:

001,n Project name.

002,n File name. (alphanumeric, max 14). Name of the file to use in building the records that are sent to the dialer.

003,n Export record layout ID. ID of the export record lay-out in the PDW XREF LAYOUT file, this record describes how to extract the data from the record returned by the dialer.

100 - x One field for each queue defined in the callset Queue Defini-tion; contains the following values:

001 Project name.

002 Queue name (expanded).

003 Flag. (1 = callback queue, 0 not a callback queue)

004 Percentage (0 – 100). If the callset mix type is 1 or 2, this will be the percentage value





005 Limit (> 0). If the callset mix type is 4 (per queue limit), this will be the per queue limit

006 Specifies the defaults. Has 3 subvalues as follows:

001 Default destination queue (expanded).

002 Default result.

003 Default adhoc.

007 Default callback delay (" Dialer", " ", or > 0).

008 Alternate dialing. Has two subvalues as follows:

001 Default alternate dial type; can be one of the following:

E Allow EDGE to reschedule the call (using default callback delay).

F Use the value in the callset level alternate dial type (used with enhanced alternate dialing only).

N Do not use an alternate phone num-ber.

Y Send the alternate phone number to the dialer immediately.





002 Default which alternate number; can be oneof the following:

F Use the value in the callset level which alternate number.

L Redial the last number.

N Dial the next number in the alter-nate phone list; if the end of the list has been reached, do not wrap back to the first number.

S Dial the starting index number.

W Dial the next number in the alter-nate phone list; if the end of the list has been reached, wrap back to the first number.

009 Destination queue information. Has five subvalues as follows:

001 Status code.

002 Destination queue.

003 Callback delay.





004 Result.

005 End queue. (Used with enhanced alternate dialing only.)




File Layouts DIALER_STATUS

DIALER_STATUSRecords in the DIALER_STATUS file are created when you create atelephony dialer status record. The data depends on the informationspecified when the dialer status code is created.

Each record contains the following fields:

Table B-2. DIALER_STATUS File Layout

Field Position Description

1 The status code.

2 Device type, corresponds to name of a record in TPHNY_INTF file.

3 Description of the status.

4 The alternate dial type for the status code.


File Layouts ISDNINDEX

ISDNINDEXRecords in the ISDNINDEX file are created when you create an auto-mated project selection, or coded project selection. The datadepends on the information specified when the automated projectselection is created.


Table B-3. ISDNINDEX File Layout

F i e l d P o s i -tion

Description

1 Project Name associated with the specified DNIS number, VDN, or code.


File Layouts PDW_QUEUE

PDW_QUEUERecords in the PDW_QUEUE file are created when calls are trans-ferred to the dialer. Each record describes which project the callcame from, which queue it belonged to, and the call ID. Theserecords are automatically deleted when the call is returned from thedialer or connected to an agent.


Table B-4. PDW_QUEUE File Layout


1 The project name the call originated from.

2 The queue name the call originated from.

3 The call ID of the call.

4 The phone number associated with the call.

5 The status of the call.

6 The destination queue of the call.


File Layouts PDW_XFER

PDW_XFERThe PDW_XFER file contains two records for each CALLSET/PROJECTcombination, one for exporting calls the dialer, and the second onefor importing records from the dialers. Each attribute describes apiece of data to be extracted from the EDGE database record or fromthe returned record.


Table B-5. PDW_XFER File Layout


1 The field position to be extracted from the database. This is a multivalued field.

2 The maximum length of the field. This is a multivalued field.


File Layouts STATUS

STATUSThe STATUS file tracks the current status of all call events. Data storedin the STATUS file keeps information pertinent of the call, such asdate and time, operator ID, and port number.

There are several fields in the STATUS file that are affected by tele-phony operations. For more information on these fields, see theEDGE 7.10 Developer Reference Manual.


Table B-6. STATUS File Layout


1 Code indicating the status of the response record:

A Active (currently being used).

D In a queue.

2 ID of the queue the record currently resides in.

3 Generic queue ID.

4 Queue list or packet number.

5 Recall count used to determine the number of calls since last set to zero by a result.


File Layouts STATUS

6 Current or last operator ID.

7 Current or last operator port number.

8 Two-letter state code for telephone number IDs.

9 Total number of calls to this call ID.

10 Time zone code (for U.S):

1234

EasternCentralMountainPacific

11 Telephone number used for time zone lookup.

12 Result of last call.

13 Last item ID before exiting to DISP.

14 Date call started.

15 Time call started.

16 Time call ended.

17 Internal date of scheduled callback.

18 Internal time of scheduled callback. Time is rounded upwards to the next 10-minute packet.

19 Country code.

Table B-6. STATUS File Layout (continued)



File Layouts STATUS

20 International time zone code.

21 Source queue.


23 Predictive dialer count.

24 Alternate phone number index.

25 Alternate phone number. Set during seeding.

26 InterVoice call priority. Set during seeding.



29 Error message for ERROR queue.

30 Operator comments field.

31 Last date call was returned from the predictive dialer.

32 Last time call was returned from the predictive dialer.

33 Number of times the predictive dialer attempted the call the last time it was at the predictive dialer.

Table B-6. STATUS File Layout (continued)



File Layouts TPHNY_DEV

TPHNY_DEVRecords in the TPHNY_DEV file are created when you create a tele-phony device. The data depends on the information specified whenthe telephony device is created.


Table B-7. TPHNY_DEV File Layout


1 Telephony type, corresponds to name of a record in TPHNY_INTF file.

2,n Input device path or input tcp port.

3,n Output device path or output tcp port.

4 The type of interface used, serial, netbios, dialer specific, or socket.

5 Call Processor Number; default: 1.

6 Maximum number of retries.

7 Response timeout value.

8,n Internet address or host machine name.

9 Start of message character 2. Used with serial interface only.

10 Sequencing flag. Used with serial interface only.



11 End of message character.

12 Checksum flag. Used with serial interface only.

13 End of message char 2. Used with serial interface only.


15 Enable multiple database servers; default: Y. Only used with predictive dialers.

16 Flag to run REQUEUE program; default: Y. Only used with pre-dictive dialers.

17 Telephony server ID; default: 0.

18 Save connection ID flag; default: Y.

19 Heartbeat rate.

20 Auto shutdown.

21 The maximum number of extensions to be allocated in the shared memory.

22 The maximum number of campaigns to be allocated in the shared memory. Only used for predictive dialers.

23 Update STATUS file on codes. Only used for dialer gateways.

24 ACD groups to monitor when the set of servers start.

25 Logon sequence.

Table B-7. TPHNY_DEV File Layout (continued)




26 Logout sequence.

27 Auxiliary work sequence.

28 Wrap up sequence.


30 The maximum number of times to attempt to connect to the telephony device.

31 The number of seconds to wait between attempts to connect to the telephony device.

32 Maximum trunks for the EDGEdial Plug-in; contains the follow-ing subvalues:

001 Maximum number of trunk lines being used.

002 Maximum number of trunk groups defined.

33 Remote server flag for CallPath; can be one of the following:

0 Not a remote server.

1 Remote server.

34 Debug options for the server - bitwise flag (see attr 37 for bit explanation).

35 Auto startup; indicates whether or not to start up the servers when the first user signs onto the system; can be one of the fol-lowing:





null or N

No automatic start.

Y Automatic start.

36 Maximum size for the logfiles.

37 Debug options for EDGE Developer - bitwise flag; contains the following subvalues:

001 Log native send messages

002 Log native receive messages.

003 Log non-connect messages.

004 Log connect messages.

005 Log put record data messages.


39 Host based routing options; contains the following subvalues:

001 Flag to enable host based routing.

002 Default account for host based routing server.

003 Flag to enable ISDNINDEX file refresh.

40 Data server information; contains the following subvalues:

001 Enable Data server flag. (Y or N; default: N)





002 Optional flag to indicate whether or not to send VRU alerting messages to the data server. (Y or N; default: N).

003 Optional flag to indicate that delayed alerting mes-sages should be sent to the client. (Y or N; default: N). This option is effective if the first 2 values are enabled and the switch type is ATT.

004 Default account for data server.

005 Shared file for VRU data.

41 Multivalued list of VRU ports to be monitored.

42 Use EIS RD for preview dialing. Used with EIS dialer only.

43 Multi-threaded host based router information; contains the fol-lowing subvalues:

001 Minimum number of threads per server.

002 Maximum number of threads per server.

003 Optional timeout value for threads in seconds.

004 Optional total number of threads per EDGE instal-lation.





44 Consume connect message. Used by the ESI dialer only. If the agent is not available when a connect message is sent, this indicates to delete the pending connect message.

45 Path and filename of the DLL for client side telephony integra-tion.

46 IVR Gateway information; contains the following subvalues:

001 Flag to enable the IVR.

002 Input TCP port. The default is 4114.

003 Output TCP port. The default is 4115.

004 Number of times to attempt to connect to the IVR Gateway.

005 Delay between retries of attempting to connect to the IVR Gateway.

47 List of VDN’s used for host based routing with CallPath.

48 CallPath switch name.

49 Switch ID; used with Rockwell only. Used to support switch to switch data transfer. Obsolete. Retained for backward compat-ibility.

50 The location to log message types. The possible values are the following:





0 Do not log the message.

1 Log the message to the telephony log file.

2 Log the message to the TPLOG file.

3 Log the message to both the telephony log file and the TPLOG file.

Values set for the each message type; contains the following subvalues:

1 Queue messages.

2 Pend messages.

3 Native messages.

4 Generic function messages.


6 Debug messages.

7 Exit messages.

8 Signal messages.

9 PDW_QUEUE file messages.

10 Trace call messages.






54 The Aspect and Aspect CS data fields specified for the record ID field, the trunk index field, and the agent extension field for EDGEdial with Aspect and Aspect CS. The data fields A - E are mapped to 1-5 respectively, and the numeric value is stored here.

55 Aspect and Aspect CS information; contains the following sub-values:

1 Field data.

2 ANI field if there is no Event Bridge.

3 DNIS field if there is no Event Bridge.

4 Collected digits field.

5 Indicates whether the Event Bridge is present.

6 Call State Map. Contains 20 bytes; each character is Y or N. Used internally by EDGE to control which events are received. There is no user interface. The default value is YYYYYYYYYYNNNNNNNNNN.

7 Agent State Map. Contains 10 bytes; each charac-ter is Y or N. Used internally by EDGE to control which events are received. There is no user inter-face. The default value is YYYYYNNNNN.





56 Telephony events. This field contains the telephony event monitor flag and the codes of the events to monitor.


60 The sequence to place an agent in auto-in available mode.

61 The sequence to place an agent in manual-in available mode.

62 The unavailable mode (Force or Normal) to use when the agent exits from the Project Selection screen or cancels from Auto-Dial. Also the default value for the Agent Logoff command. Used with the Davox Gateway only.

63 Sets the following values for predictive phone numbers:

001 Indicates whether the area code is removed when a phone number is sent to be dialed. Area codes are only removed from phone numbers that match the local code defined in EDGE Developer.

002 Indicates whether any digits (such as a 1) should be prepended when a phone number is sent to be dialed. If the area code is removed (as specified in 001 above), no value will be prepended.

64 The default trunk access codes being used for predictive dial-ing with EDGEdial for CV/LAN, or the default CCTs used for pre-dictive dialing with EDGEdial for Aspect and EDGEdial for Aspect CS.





65 EDGEdial information; contains the following subvalues:

001 Flag specifying whether EDGEdial is enabled; Y specifies enabled, null specifies not enabled.

002 Switch index specifying which PBX gateway is used.

003 EDGEdial index specifying which pacing algorithm software ay is used.

004 Input TCP port used to communicate with the dialer.

005 Output TCP port used to communicate with the dialer.

006 Number of times to attempt to connect to the dialer.

007 Delay between attempts to connect to the dialer.

008 Dialer IP address or hostname.

66 Multi-valued list of the virtual lines used by the dialer to make predictive calls with the EDGEdial Plug-in. For CV/LAN, these are VDNs or vectors.





67 Information for Davox or TMI. For TMI contains any information that should be sent to the TMI server with the CONFIG message when the EDGE telephony servers start. For Davox interface information; contains the following optional subvalues:

001 Maximum extension count.

002 Davox Unison host name.

003 Wsapi port.

004 Admin port.

005 AIT port.

006 Maximum retries.

007 Retry delay.

68 Genesys interface information.


70 ANI length. (RESULTS dialer only) (0 – 99)

71 DNIS length. (RESULTS dialer only) (0 – 99)

72 Number of ports. (RESULTS dialer only) (1 – 99)

73 Number of channels. (RESULTS dialer only) (1 – 99)





74 Ports. (RESULTS dialer only). This field contains the definition for each physical port. A physical port corresponds to a tele-phone on a desk. Each value contains 2 values as follows:

001 Physical port (3 characters).

002 DNIS (maximum of 4 characters).

75 Channels (RESULTS dialer only). This field contains the defini-tion for each channel. A channel corresponds to a line going into the switch. Each value contains 2 subvalues as follows:

001 Mode. (I or O or B – inbound, outbound, or both)

002 DNIS (maximum of 4 characters) - required for mode I or B, but not O.

76 Predictive table setup. (RESULTS dialer only. This field has the predictive table setup. There are a maximum of 13 setup strings. Each setup string has 8 values as follows:

001 CONNECT TO ATTEMPT% (0 – 100)

002 SEG 0 LINES (1 – 9)

003 SEG 1 LINES (1 – 9)

004 SEG 1 TIME (1 – 99)

005 SEG 2 LINES (1 – 9)

006 SEG 2 TIME (1 – 99)





007 SEG N LINES (1 – 9)

008 SEG N TIME (1 – 99)

77 Area code union. (RESULTS dialer only). This field contains the union of all the area codes entered in attribute 72. This is calcu-lated internally and used by the telephony server. The user does not enter this directly.

78 Phone translation. (RESULTS dialer only) This field has the infor-mation to translate phone numbers on the dialer. There can be up to 10 strings. Each translation string has 4 subvalues as fol-lows:

001 PREFIX (alphanumeric - maximum of 10 characters)

002 SUFFIX (alphanumeric - maximum of 10 charac-ters)

003 START POSITION (0-10)

004 LENGTH (0 – 10)

79 Translation table. (RESULTS dialer only). This field contains area codes and prefixes to act upon and an index into the phone translation table which determines the translation to happen to this particular phone number. Each value has 3 subvalues as follows:

001 AREA CODE (000 – 999)





002 EXCHANGE (3 characters

003 INDEX into phone translation table (1 – 10)

80 Total number of queues in all callsets that will be opened by this device. Only used with predictive dialers.

81 – 89 Not currently used.

90 CallPath STLRCV timeout value. Used with Remote CallPath only.

91 Flag for action taken by EDGE when the Cancel button on Auto-Receive is selected; can be one of the following:

Y Agent is placed in unavailable mode.

"" The agent is logged off the switch.

92 Specifies Comverse plug-in settings; includes the following subvalues:

001 Recorder number.

002 Station number.

003 Start channel state; 1 byte hexadecimal. 0x0 indi-cates open.

004 Amount of time to delay closing the recording channel.

005 Compression ratio used for recording.





006 Stop channel state; 1 byte hexadecimal. 0x0 indi-cates closed.

007 Byte order flag; set to Y if the byte ordering between the two machines is not compatible.

008 Timeout for sending the ALIVE message to com-verse (in seconds).


100 Flag for Cold/Warm start used for InterVoice only; can be one of the following:

N Warm start; this is the default.

Y Cold start.




File Layouts TPHNY_INTF

TPHNY_INTFRecords in the TPHNY_INTF file are created when the module enableis performed for telephony. The data depends on the features thatare currently supported by this version of EDGE software. Typicallyan unsupported feature is a feature not supported by the telephonydevice.

Attributes 11 and higher are used to indicate whether a given featureis supported. A value of 1 indicates a feature is supported; a value of0 indicates the feature is not supported.


Table B-8. TPHNY_INTF File Layout

Field PositionDescription

0 Gateway name.

1 Hardware switch type; can be one of the following:

ATTNTIROLM

This is used for CallPath only. The default is ATT.



2 EDGE Client telephony properties. These determine the properties for the EDGE Telephony Area.

PAGIOVUSL

W

KT

Predictive dialer.Alias.Group.Inbound extension.Outbound extension.Available mode.Unavailable mode.Phoneset type (Aspect and Aspect CS).Switch ID (Aspect, Aspect CS Davox, AIT EDGEdial).

Switch password (Aspect, Aspect CS, Davox, AIT EDGEdial).

Rockwell parameters. (Not Supported)Agent type (Genesys)


4 Extension pattern. Pattern used to validate extensions currently only patterns x or xN are supported, where x is a digit.

5 EDGE flag. (Y or N, default Y) Flag indicating EDGE is used (as opposed to Telemar).

Table B-8. TPHNY_INTF File Layout (continued)




6 Wait flags. This is a multivalued list of commands (for example, 101,103, etc.) that are synchronous (wait for a response from the telephony server).

Each dialer has a set of default commands that support synchronous operation. For example if EIS has the com-mands 4,9, and 10 implemented you cannot set com-mand 12 to be synchronous.

You can specify a subset of the default values to be syn-chronous (for example, 4 and 10, or 4, etc.).

The default values for this field are set based on the type of dialer/switch.

7 Switch index.

8 Has campaign flag. (1 uses tpdb_server, 0 no tpdb_server.)

9 Support user defined data (Y or "").

10 Multiple campaign logon support. Used with Davox and TMI.

11 INIT common.

12 INIT do each.

13 Cleanup for exit.





14 Start extension monitoring.

15 Stop extension monitoring.

16 Answer command.

17 Wait for Messages.

18 Dial command.

19 Disconnect command.

20 Hold command.

21 Retrieve a Call from Hold command.

22 Transfer command.

23 Conference command.

24 Start Consultation command.

25 Alternate Command.

26 Open Campaign command.

27 Close Campaign command.

28 Set Campaign Parameters command.

29 Set Campaign Options command.

30 Put Records command.

31 Get Records command.






33 Open Link to Hardware command.

34 Close Link to Hardware command.

35 Make Agent Available command.

36 Make Agent Unavailable command.

37 Campaign Status command.

38 Suspend Campaign command.

39 Resume Campaign command.


41 Start Automated Telephony command.

42 Stop Automated Telephony command.

43 Redirect call command.

44 Send DTMF tones command.

45 Start Coach command.

46 Stop Coach command.


50 Maximum number of retries.

51 Response timeout value.





52 Start of message character.

53 Sequencing flag.

54 End of message character 1.

55 Checksum flag.

56 End of message character 2.

57 Maximum campaigns.

58 No longer used.

59 No longer used.

60 Update Dialer with callset.


69 Update Telephony Servers command.

70 Miscellaneous Telephony command.

71 Retrieve Call Information command.

72 Retrieve IVR Data command.


90 Cancel Transfer command.

91 Cancel Conference command.






107 Agent Logon command.

108 Agent Logoff command.


111 Check for a call command.

112 Wait for a call command.

113 Disconnect Alternate command.

114 Add Alternate.

115 Put Records Unconditional.


130 Voice Message command.

131 Record.

132 Play.

133 Stop.

134 Delete.

135 Archive.

136 Attach Data.

137 Retrieve Data.






150 Native command.


160 Start Monitoring.

161 Stop Monitoring.


200 VOAD Dial.

201 VOAD Dial ATT.

202 Send to VOAD.

203 VOAD Hangup.


210 Teknekron Dial.

211 Teknekron Complete.


301 Wait for connection on Conference.

302 Wait for connection on Dial.

303 Allow Disposition to be sent to dialer.

304 Wait for Disconnect to complete.

305 Wait for Transfer to complete.





306 Wait for Retrieve a call from hold to complete.

307 Wait for Consultation to complete.

308 Wait for Campaign to open.

309 Wait for Campaign to close.

310 Wait for Campaign to suspend.

311 Wait for Campaign to be resumed.

312 Wait for Campaign Parameters to be sent.

313 Wait for Campaign Options to be sent.

314 Number of records to be returned.

315 Wait for Dialer to return records.

316 Wait for records to get to dialer.

317 Prompt for number of records to send.

318 Wait for records to get to dialer.

319 Wait for dialer to be updated.

320 Wait for Available to complete.

321 Wait for Unavailable to complete.

322 Wait for Open Link to Hardware to complete.

323 Wait for Close Link to Hardware to complete.





324 Allow arguments for Start Automated Telephony com-mand.

325 Allow arguments for Stop Automated Telephony com-mand.

326 Allow arguments for Conference command.

327 Allow arguments for Answer command.

328 Wait for Campaign Status to complete.

329 Receive Miscellaneous Data.

330 Alternate Number to hang up on Disconnect.

331 Allow arguments on Transfer command.

332 Allow arguments on Consultation command.

333 Auto/Manual sequences.

334 Unavailable mode.

335 Phone Number or Status for Get Records.

336 Hold Message Number property.

337 Auto Logoff property.

338 Forced Agent Logoff property.

339 Store Campaign Status in property.





340 Alternate Number to hang up on Disconnect Alternate.

341 Console Log path property.

342 Maximum Log file size property.

343 Roll log files property.

344 Server Restart.

345 Debug Option Flags property.


347 Enter Number to Dial property (Conference).

348 Enter Number to Dial property (Transfer).

349 Logoff Reason property (Agent Logoff).

350 Unavailable Reason property (Make Agent Unavailable).

351 Consult purpose (Transfer or Conference) for Start Con-sultation command.

352 Switch location option (Genesys).

353 Allow arguments for Redirect Call command.

354 Trunk line to monitor (Start Monitoring command).

355 Callback date/time for Davox. (Disconnect command)






500 Telephony Device Special. Flag which indicates if any of the Telephony Device special prompts are required.

501 Host Based Routing features.

502 Data Server features.

503 Save Connection IDs property.

504 ACD Groups property.

505 Logon Sequence property.

506 Logoff Sequence property.

507 Auxiliary Sequence property.

508 Wrapup Sequence property.

509 No longer used.

510 No longer used.

511 Heartbeat Rate property.

512 Input Port property.

513 Output Port property.

514 Act User property. (ACT only)

515 Act Password property. (ACT only)

516 Act Resource property. (ACT only)





517 VRU Ports property.

518 Translation Setup. (RESULTS only)

519 Telephony Port Setup. (RESULTS only)

520 Predictive Table Setup. (RESULTS only)

521 Update Servers. (RESULTS only)

522 Debug logging options.

523 Interface types for this device, such as serial, socket, or Netbios.

524 Use EIS RD ship message for preview dial.

525 Run Requeue flag.

526 Update status on codes property.

527 Auto-in and manual in sequences for ASAI.

528 CallPath STLRCV property.

529 Enable secondary database server.

530 Consume connect messages for ESI.

531 Native messages prompt for Reporting.

532 Trace call prompt for Reporting.

533 DLL path for client side telephony integration





534 Support IVR Gateway.

535 VDN list.

536 Hostname.

537 CallPath switch name property.

538 Aspect fields property.

539 Aspect event bridge.

540 EDGEdial dialer input port.

541 EDGEdial dialer output port.

542 EDGEdial dialer max retries.

543 EDGEdial dialer max delay.

544 EDGEdial dialer host name.

545 EDGEdial dialer trunk ID. Only used with EDGEdial for CV/LAN.

546 EDGEdial dialer max trunk.

547 Genesys agent type.

548 Davox callset fields.

549 Genesys configuration.

550 The EDGEdial answering machine detection options.





551 Call connected (telephony events).

552 Call disconnected (telephony events).

553 Call transferred (telephony events).

554 Call conferenced (telephony events).

555 Call held (telephony events).

556 Call retrieved (telephony events).

557 Call alerting (telephony events).


561 Agent logged on (telephony events).

562 Agent logged off (telephony events).

563 Agent idle (telephony events).

564 Agent available (telephony events).

565 Agent wrap-up (telephony events).

566 Agent make busy (telephony events).

567 Agent inbound implicit (telephony events).

568 Agent inbound explicit (telephony events).

569 Agent unavailable (telephony events).






571 Rockwell switch ID. Obsolete. Retained for backward compatibility.

572 EDGEdial strip local area code.

573 EDGEdial for Aspect and Aspect CS data fields.

574 EDGEdial for Aspect and Aspect CS property, Settings for ANS_MAP.

575 EDGEdial for Aspect and Aspect CS property, Settings for AD_PARAM.


579 The values for the Davox logoff option. The first value in the list is the default for this property.

580 Davox Admin Port.

581 Blind transfer emulated with TMI; if set to 1 a blind trans-fer is emulated using a consultation then a transfer com-mand; otherwise a blind transfer is used.


585 Strip area code property for dialers.

586 Prepend digits property for dialers.




File Layouts TPLOG

TPLOGThe TPLOG file tracks information on the status of inbound calls andother telephony messages.


Table B-9. TPLOG File Layout


1 Description.

2 Telephony server number.

3 Date and time.

4 Logger.

5 Record type.

6. Extension.

7 Operator ID.

8 Direction.

9 DS type.

10 Message request.

11 Message type.

12 Function name.

13 Arguments.


File Layouts TPLOG

14 Campaign ID.

15 Error code.

16 Dialer message.


23 Phone number.

24 Dialer-assigned call ID.

25 PDW_QUEUE file ID.

26 PDW_QUEUE file type.

27 EDGE call ID.

28 EDGE queue name.

29 EDGE project ID.

30 Signal caught.


32 ANI.

33 DNIS.

34 Dropped number.

35 Connected number.

36 Trace type; can be one of the following:

Table B-9. TPLOG File Layout (continued)



File Layouts TPLOG

ALERTING.

CONNECT.

DROP.


40 Console flag.

41 Impersonator. Not currently implemented.

Table B-9. TPLOG File Layout (continued)



CEnvironment Variables

Overview The EDGE Telephony Gateway uses environment variables to allowcertain items to be customized. These variables are set in EDGE’s.profile file so they are available for all agents. For assistance withspecifying these variables in the .profile, contact EDGE CustomerCare.


Environment Variables List of Environment Variables

List of Environment Variables

The environment variables that can be used with the EDGE Tele-phony Gateways are listed in Table C-1.

Table C-1. Telephony Environment Variables

Environment Variable Description

CONSOLE The path to which fatal error messages are written. To disable writing fatal errors specify /dev/null. The default path is the system con-sole.

MAX_LOGFILE_SIZE The size a telephony log file will reach before it is moved to a new file.

STAT_INTERVAL The interval that summary statistics for each type of command executed are written to the stat log file. The default is every 3600 seconds.

TMI_CALLID_REQUIRED If set to 1 will allow the callid_required flag to be used with the TMI gateway.

TPHNY_CONSULT_PATH The path to which the data that is sent with the miscellaneous data properties is written. The default is EDGE’s temporary directory ($EDGE/tmp).

TPHNY_LOG_PATH Specifies the path for the telephony log files. By default, the telephony log files are located in the EDGE tmp directory.


Environment Variables List of Environment Variables


DAspect

Overview Aspect is a telephony technology used primarily for distributingincoming calls to agents and groups. It also supports other CTI fea-tures such as preview dialing, transfers, and conferencing. EDGEadds the computer intelligence to provide a CTI interface known asthe EDGE Telephony Gateway. The EDGE Telephony Gateway forAspect enables the EDGE developer to build an integrated voice/data application utilizing the Aspect telephony technology.

This appendix describes the following:

• Aspect Concepts.

• Aspect Setup.

• Aspect Messages.


Aspect Aspect Concepts

Aspect ConceptsThe Aspect CallCenter product provides the ability to design callhandling applications to maximize agent utilization. These are builtusing CCTs, the Event Bridge, and other Aspect features. These aredescribed in this section.

Call Control Tables (CCTs)

Call Control Tables (CCTs) are scripts used by Aspect to processinbound and outbound calls. They are typically written by an Aspectsystem administrator and consist of a series of command steps usedto perform a process. Each CCT step initiates a single action thathelps process a call. For example, a CCT can be written to speak amessage (such as Thank you for calling ABC Company) to everyinbound caller, then direct the call to an agent or agent group.

The following telephony functions can be performed by EDGEthrough the use of a CCT:

• Providing a screen pop with an incoming call (internal orexternal), a consultation, or a blind transfer when EventBridge is not used. To get a screen pop, use the CCT SendConnect command to send a Call Connect Message (CCM) toEDGE.



• Selecting a project for a call using data other than the DNIS bysetting the SUBTYPE field. For more information, see the sec-tion Setting up the CCT to Select an EDGE Project.

• Passing collected data from a direct IVR interface to EDGE.The collected data should be copied to a DATA field.

Note: This applies to IVRs that integrate directly to Aspect and can col-lect the data before the call is transferred to an agent. IVRs withdirect Aspect integrations do not use the EDGE Conversant VRUor IVR Gateway interfaces.

• Sending messages to EDGE to track call IDs as calls are trans-ferred to agents from the VRU ports with an IVR interface. Formore information, see the section Setting up the CCT for IVR.

• Sending a Call Information Message (CIM) for host basedrouting to EDGE. To be recognized as a host based routingrequest, the SUBTYPE field within the CIM message must beset to a value that starts with an H. For more information, seethe section Setting up the Host Based Router CCT.

Event Bridge The Event Bridge is an optional Aspect module that can be used withEDGE. When Event Bridge is used, various messages (or events) aredelivered to EDGE during a call indicating changes in the agent orcall states. Event Bridge messages include the CNEM (Call NoticedEvent Message) which provides the ANI and DNIS with a connect,



and the COEM (Call Offered Event Message) which provides the alert-ing messages to EDGE when a call is sent to an agent.

If the Event Bridge is not used with EDGE, Call Control Tables (CCTs)must be written to perform the functions of Event Bridge, such asproviding screen pops, and transferring data collected at an IVR.

The following additional restrictions apply if Event Bridge is not usedwith EDGE:

• If the agent directly manipulates the call using the teleset,EDGE loses control of the call and is not able to transfer, con-ference, or disconnect it. These functions can only be per-formed from the teleset, not from the EDGE guide.

• If a preview dial, consultation, or a transfer is made directly toanother extension (not to a CCT), there will be no screen popfor the receiving extension. Without a CCT, there is no alertingmessage indicating to EDGE that the agent has received acall.


Aspect Aspect Setup

Aspect SetupIn general, the setup steps required to use the EDGE Telephony Gate-way for Aspect are described in the Setup chapter and the PBX Setupchapter. However, some specific setup information that only appliesto Aspect is discussed in this section.

Setting up the CCT to Select an EDGE Project

To select a project using criteria other than the DNIS, use a Call Con-trol Table (CCT) to specify the route value in the SUBTYPE field on theCall Information Message (CIM). The value specified must be mappedto a project using Coded Project selection. For example, the CCTcould copy either the value SALES or SUPPORT into the SUBTYPEfield depending on the type of call; SALES would be mapped to anEDGE project CUSTSALES and SUPPORT would be mapped to anEDGE project CUSTSPPT.

The Configuration must be set to route based on the vector directorynumber (VDN).

Note: When reading the Coded Project section, the value for projectselection specified in the CCT is referred to as a VDN.


Aspect Aspect Setup

Setting up Data Fields to Transfer Data with a Call

Aspect has five data fields, listed in Table D-1, that allow data to bepassed with a call. The EDGE $TP.DATA field supports five multivaluepositions to accommodate the Aspect data fields.

If a call is received with the Aspect data fields populated, the agentreceives all five data fields in the $TP.DATA field. If an agent is send-ing a call from EDGE (for example, using transfer or consultation), theData field on the General tab specifies which of the five data fields isused to transfer the data.

If the data sent with the miscellaneous data properties exceeds thelength of the Aspect data field, the data is written by default toEDGE’s temporary directory ($EDGE/tmp). This default can bec h a n g e d b y s e t t i n g t h e e n v i r o n m e n t v a r i a b l eTPHNY_CONSULT_PATH in the EDGE .profile. The name of the mis-cellaneous data file is in the format #xx#yyyyyy#zzz# where xx is the

Table D-1. Aspect Data Fields

Field Name Length

DATA_A 20 bytes numeric field.

DATA_B 20 bytes numeric field.

DATA_C 7 bytes numeric field.

DATA_D 7 bytes numeric field.

DATA_E 40 bytes alphanumeric field.


Aspect Aspect Setup

link ID from Aspect, yyyyyy is a unique counter assigned by EDGEthat wraps from 0 to 999999, and zzz is the EDGE telephony server ID.

Aspect CCT Collect Data Step

A Call Control Table (CCT) can be programmed to retrieve data froma caller before the call is transferred to an agent. The CCT Collect Stepis used. This data is passed to an agent with a call in the value posi-tion for the Collected field specified in the telephony device. Forexample, if the collected field in the device is set to DATA_D, the datawill be in the fourth multivalue position of $TP.DATA. For more infor-mation on CCTs and the Collect step, consult your Aspect documen-tation.

Setting up the Host Based Router CCT

Aspect Call Control Tables (CCTs) must be created to alert EDGE thata call should be handled using host based routing, and to route thecall after it is processed by the EDGE host based router server.

The CCT should send EDGE a Call Information Message (CIM) with aSUBTYPE value beginning with the letter H. EDGE routes all CIMswith this subtype to the host based router server.

The CCT should also populate the ANI and DNIS into the Data fieldspecified in the telephony device. The CCTs and EDGE telephonyservers should be configured consistently to pass the appropriatedata for the HBR server to route the call. If a CCT Collect command


Aspect Aspect Messages

has been issued the data is also passed to the host based routerserver in the DATA field specified in the telephony device.

The CCT should wait for a response to the CIM message to route thecall following the processing by the EDGE host based router server.The EDGE HBR server can return both the value of a CCT to whichcontrol of the call should be transferred (in the EDGE variable$TP.HBRDEST) in the CIMR field CCT, and the extension of an agent towhom the call should be transferred (in the EDGE variable $TP.DATA)in the CIMR field DATA_A - DATA_E.

The CCT either transfers control to the new CCT or routes the call(Send Connect) based on the DATA values.

Setting up the CCT for IVR

With Aspect and an IVR interface, a CCT must be created to sendEDGE a Send Trackdata command for each call that arrives on a VRUport. This allows EDGE to track the call ID of the call as it is transferredto an agent.

Aspect Messages

Messages used by Aspect to communicate with EDGE are listed inTable D-2. Status messages returned by the TELEPHONY verb com-mands are listed in Table D-3. Telephony event messages sent toEDGE are listed in Table D-4, and the EDGE-executed telephonyevent messages are list in Table D-5.



TELEPHONY Command Messages

The following table lists the messages sent to and returned fromAspect when each command is executed:

Table D-2. TELEPHONY Verb Commands for Aspect

Telephony Command EDGE to Aspect Messages Aspect to EDGEMessages

Agent Logoff SOFR.

Agent Logon No message sent. No response.

Alternate PKR with the Hold key, and RTCR.

Answer ACR.

Check for a Call No message sent. No response.

Close Link to Hardware SOFR.

Conference PKR with the Conference key.

Dial PCR.

Disconnect RCR.

Hold PKR with the Hold key.

Make Agent Available PKR with the Ready key.

Make Agent Unavailable PKR with the Wrap-up key.



Miscellaneous Tele-phony

ESR.

Open Link to Hardware SONR.


RTCR.

Retrieve IVR Data No message sent. No response.

Start Automated Tele-phony

No message sent. No response.

Start Consultation PKR with the Hold key and PCR.

Stop Automated Tele-phony

No message sent No response.

Transfer TCR or PKR with the Transfer key.

Update Telephony Serv-ers


Wait for a Call No message sent. No response.

Table D-2. TELEPHONY Verb Commands for Aspect (continued)

Telephony Command EDGE to Aspect Messages Aspect to EDGEMessages



Aspect Status Messages

The status codes returned to EDGE by Aspect when an error occurson the Aspect CallCenter are shown in the following table:

Table D-3. Aspect-specific Status Messages

S t a t u sCode

Description

-6001 Invalid or undefined CCT field.

-6002 The number dialed is not a valid outbound dialing pattern within the CallCenter.

-6003 Invalid mode value specified for a dial; only accepts a value of D.

-6004 Invalid origin value (must be I for teleset or S for station) specified for a dial or the agent was not in a valid state to originate a call.

-6005 Invalid routing algorithm (must be A, C, or I) specified for a dial.

-6006 Invalid process key request data.

-6007 Invalid state for a process key request; typically occurs during a Transfer or Conference.

-6008 Invalid call ID.

-6009 Invalid equipment specification or the equipment is not involved in a call during a disconnect.



-6010 Undefined extension or invalid password specified for agent logon attempt.

-6011 Extension already in use during agent logon attempt.

-6012 Invalid teleset specified for agent logon attempt.

-6013 The teleset is not in a state ready for login.

-6014 Agent logoff specified for an unassigned agent.

-6015 The teleset is not in a state ready for logoff.

-6016 Equipment is in an invalid state or invalid equipment type was specified for an answer call request.

-6017 Specified an invalid agent, group, or trunk to monitor.

-6018 Specified an invalid monitor number associated with a group.

-6019 Invalid link ID for a CallCenter connection.

-6020 Invalid agent state map specifying which calls to monitor.

-6021 Invalid call state map specifying which calls to monitor.

-6022 Maximum number of links to monitor has been exceeded.

-6023 Invalid bitmap in the answer map which specifies how to handle a connected call in a predictive dialing campaign.

Table D-3. Aspect-specific Status Messages (continued)

S t a t u sCode

Description



-6024 Specified an invalid phone number, ring-no-answer delay, answering machine delay, or country code in a predictive dialer call.

-6025 Invalid answer mode specified for a predictive dialer call.

-6026 An error occurred processing a predictive call request, or the outbound application integration feature is not enabled on the CallCenter.

-6027 The CallCenter is unable to allocate an answer detect port.

-6028 The CallCenter is unable to allocate a virtual agent.

-6029 Invalid class of service (COS) specified in a reassign resource request message.

-6030 Invalid equipment or equipment type specified in a reassign resource request message.

-6031 Invalid grouptype or group specified in a reassign resource request message.

-6032 Unable to reassign the agent specified in a reassign resource request message due to an error in the request processing.

-6033 Reassign resource request is pending.

-6034 Invalid teamtype or team member specified in a reassign resource request message.


S t a t u sCode

Description



Telephony Event Messages

The Telephony Event messages returned to EDGE by the Aspect Call-Center are shown in the following table:

-6035 Invalid extension or agent state specified in a connect mes-sage. The extension is not defined, or the agent is logged out, unavailable, or not configured for auto-answer mode.

-6036 Unable to connect trunk to agent.

-6037 A held call ID could not be reconnected due to an invalid call ID or invalid equipment type, or the call specified by the call ID is not held on the specified teleset.


S t a t u sCode

Description

Table D-4. Aspect Telephony Events

Telephony Event Event Bridge Message Agent State Call State Reason

Agent logged on ASEM, Type = 01 signed on

Agent logged off ASEM, Type = 02 signed off 0 - 999

Agent idle ASEM, Type = 03 idle 0 - 999

Agent available ASEM, Type = 04 available

Agent wrap-up ASEM, Type = 05 wrap-up

Call connected CCEM connected



The Telephony events executed by EDGE for the Aspect CallCenterare shown in the following table:

Call disconnected CDEM disconnected A,B,C,D,E

Call transferred CTEM transferred

Conferenced CCFEM conferenced

Call held CHEM held

Call retrieved CREM retrieved

Table D-4. Aspect Telephony Events (continued)

Telephony Event Event Bridge Message Agent State Call State Reason

Table D-5. Aspect TELEPHONY Verb Events (Executed by EDGE)

T e l e p h o n yCommand

Telephony Event Aspect Event Aspect Message Agent State Call State

Agent Logon agent logged on and agent idle or available

ASEM (1) and ASEM (3 or 4)

SONR idle or avail-able

Agent Logoff agent logged off ASEM (2) SOFR signed off


agent available ASEM (4) PKR (KEYNUM) 0 = READY

available


agent idle or wrap-up ASEM (3 or 5) PKR (KEYNUM) 1 = RELEASE 2 = WRAP-UP

idle or wrap-up



Transfer (blind)

call transferred and agent idle or available

CTEM and ASEM (3 or 4)

TCR idle or avail-able

transferred

Transfer (con-sultative)


CTEM and ASEM (3 or 4)

PKR (KEYNUM) 4= TRANSFER

idle or avail-able

transferred

Conference conferenced CCFEM PKR (KEYNUM) 5 = CONFERENCE

conferenced

Hold call held CHEM PKR (KEYNUM) 3 = HOLD

held


call retrieved CREM RTCR retrieved

Answer call connected CCEM ACR connected

Disconnect call disconnected and agent idle or available

CDEM and ASEM (3 or 4)

RCR idle or avail-able

discon-nected

Dial call connected CCEM PCR connected

Start Consul-tation

call held and call con-nected

CHEM and CCEM

PKR (3) AND PCR connected

Alternate call held and call retrieved

CHEM and CREM

PKR (3) AND RTCR retrieved

Table D-5. Aspect TELEPHONY Verb Events (Executed by EDGE) (continued)


Telephony Event Aspect Event Aspect Message Agent State Call State


EAspect Contact Server

Overview Aspect Contact Server is a contact routing solution used for distribut-ing incoming calls to agents and groups. It also supports other CTIfeatures such as preview dialing, transfers, and conferencing. EDGEadds the computer intelligence to provide a CTI interface known asthe EDGE Telephony Gateway. The EDGE Telephony Gateway forAspect Contact Server enables the EDGE developer to build an inte-grated voice/data application utilizing the Aspect Contact Servertelephony technology.

Contact Server Device Setup

In general, the setup steps required to use the EDGE Telephony Gate-way for Contact Server are described in the Setup chapter and thePBX Setup chapter. However, some specific setup information thatonly applies to Contact Server is discussed in this section.


Aspect Contact Server Overview

Setting up Data Fields to Transfer Data with a Call

Aspect Contact Server has five data fields, listed in Table E-1, thatallow data to be passed with a call. The EDGE $TP.DATA field sup-ports five multivalue positions to accommodate the Aspect ContactServer Aspect Contact Server data fields.

If a call is received with the Aspect Contact Server data fields popu-lated, the agent receives all five data fields in the $TP.DATA field. If anagent is sending a call from EDGE (for example, using transfer or con-sultation), the Data field on the General tab specifies which of thefive data fields is used to transfer the data.

If the data sent with the miscellaneous data properties exceeds thelength of the Aspect Contact Server data field, the data is written bydefault to EDGE’s temporary directory ($EDGE/tmp). This default canb e c h a n g e d b y s e t t i n g t h e e n v i r o n m e n t v a r i a b l eTPHNY_CONSULT_PATH in the EDGE .profile. The name of the mis-

Table E-1. Aspect Contact Server Data Fields

Field Name Length

DATA_A 20 bytes numeric field.

DATA_B 20 bytes numeric field.

DATA_C 7 bytes numeric field.

DATA_D 7 bytes numeric field.

DATA_E 40 bytes alphanumeric field.



cellaneous data file is in the format #xx#yyyyyy#zzz# where xx is thelink ID from Aspect Contact Server, yyyyyy is a unique counterassigned by EDGE that wraps from 0 to 999999, and zzz is the EDGEtelephony server ID.

Aspect Contact Server Status Messages

The status codes returned to EDGE by Aspect Contact Server whenan error occurs on the Aspect Contact Server are shown in the follow-ing table:

Table E-2. Aspect Contact Server specific status messages

S t a t u sCode

Description

-6001 Invalid or undefined CCT field.

-6002 The number dialed is not a valid outbound dialing pattern within the CallCenter.

-6003 Invalid mode value specified for a dial; only accepts a value of D.

-6004 Invalid origin value (must be I for teleset or S for station) specified for a dial or the agent was not in a valid state to originate a call.

-6005 Invalid routing algorithm (must be A, C, or I) specified for a dial.

-6006 Invalid process key request data.



-6007 Invalid state for a process key request; typically occurs during a Transfer or Conference.


-6009 Invalid equipment specification or the equipment is not involved in a call during a disconnect.



-6012 Invalid teleset specified for agent logon attempt.

-6013 The teleset is not in a state ready for login.

-6014 Agent logoff specified for an unassigned agent.

-6015 The teleset is not in a state ready for logoff.

-6016 Equipment is in an invalid state or invalid equipment type was specified for an answer call request.

-6017 Specified an invalid agent, group, or trunk to monitor.

-6018 Specified an invalid monitor number associated with a group.

-6019 Invalid link ID for a CallCenter connection.

-6020 Invalid agent state map specifying which calls to monitor.


S t a t u sCode

Description



-6021 Invalid call state map specifying which calls to monitor.


-6023 Invalid bitmap in the answer map which specifies how to handle a connected call in a predictive dialing campaign.

-6024 Specified an invalid phone number, ring-no-answer delay, answering machine delay, or country code in a predictive dialer call.

-6025 Invalid answer mode specified for a predictive dialer call.

-6026 An error occurred processing a predictive call request, or the outbound application integration feature is not enabled on the CallCenter.

-6027 The CallCenter is unable to allocate an answer detect port.

-6028 The CallCenter is unable to allocate a virtual agent.

-6029 Invalid class of service (COS) specified in a reassign resource request message.

-6030 Invalid equipment or equipment type specified in a reassign resource request message.

-6031 Invalid grouptype or group specified in a reassign resource request message.


S t a t u sCode

Description




The Telephony Event messages returned to EDGE by the Aspect Con-tact Server are shown in the following table:

-6032 Unable to reassign the agent specified in a reassign resource request message due to an error in the request processing.

-6033 Reassign resource request is pending.

-6034 Invalid teamtype or team member specified in a reassign resource request message.

-6035 Invalid extension or agent state specified in a connect mes-sage. The extension is not defined, or the agent is logged out, unavailable, or not configured for auto-answer mode.

-6036 Unable to connect trunk to agent.

-6037 A held call ID could not be reconnected due to an invalid call ID or invalid equipment type, or the call specified by the call ID is not held on the specified teleset.


S t a t u sCode

Description

Table E-3. Aspect Contact Server Telephony Events

Telephony Event Agent State Call State Reason

Agent logged on signed on

Agent logged off signed off 0 - 999



The Telephony events executed by EDGE for the Aspect ContactServer are shown in the following table:

Agent idle idle 0 - 999

Agent available available

Agent wrap-up wrap-up

Call connected connected

Call disconnected disconnected A,B,C,D,E

Call transferred transferred

Conferenced conferenced

Call held held

Call retrieved retrieved

Table E-3. Aspect Contact Server Telephony Events (con-

Telephony Event Agent State Call State Reason

Table E-4. Aspect Contact Server TELEPHONY Verb Events (Executed by EDGE)


Telephony Event Agent State Call State

Agent Logon agent logged on and agent idle or available

idle or avail-able

Agent Logoff agent logged off signed off




agent available available


agent idle or wrap-up idle or wrap-up

Transfer (blind)


idle or avail-able

transferred



idle or avail-able

transferred

Conference conferenced conferenced

Hold call held held


call retrieved retrieved

Answer call connected connected

Disconnect call disconnected and agent idle or available

idle or avail-able

disconnected

Dial call connected connected

Start Consulta-tion

call held and call con-nected

connected

Alternate call held and call retrieved retrieved

Table E-4. Aspect Contact Server TELEPHONY Verb Events (Executed by EDGE) (continued)


Telephony Event Agent State Call State


FAvaya Proactive Contact

Overview Avaya Proactive Contact is a blended outbound/inbound dialingenvironment.


• Proactive Contact Messages

• Changing jobs

• Transfers and Conferences


Avaya Proactive Contact Proactive Contact Messages

Proactive Contact MessagesThe EDGE Avaya Proactive contact module communicates with theProactive contact server via an SSL socket connection using a proto-col referred to as the Agent API. This sections describes how varioustelephony verb operations and unexpected telephony events mapto Agent API commands.

TELEPHONY command messages

Table F-1lists the messages sent to Proactive Contact when eachcommand is executed:

Table F-1. TELEPHONY verb commands for Proactive Contact

Telephony command EDGE to Agent API messages

Agent Logoff AGTNoFurtherWork, AGTDetachJob, AGT-Logoff Acd (if ’Logon to ACD’ is checked), AGTFreeHeadset, AGTLogoff

Agent Logon AGTLogon, AGTSetWorkClass, AGTReserve-Headset, AGTAttachJob

If Logon to ACD is checked, the following messages are also used, AGTLogonAcd is used. Otherwise, AGTConnHeadset is used.

Alternate AGTHookflashLine

Cancel Conference AGTHangupCall



Cancel Transfer AGTHangupCall

Check for call No corresponding message

Close Link to Hard-ware

No corresponding message. Closes the con-nection with the Proactive Contact server.

Conference See Transfers and Conferences

Delete Misc Data AGTUpdateField (see Miscellaneous Tele-phony Command)

Dial AGTManualCall (if a number is supplied), otherwise AGTManagedCall (see Managed dialing)

Disconnect AGTFinishedItem (if a disposition code is supplied), otherwise AGTHangupCall

Hold AGTHoldCall

Make Agent Available AGTAvailWork. (See also Changing jobs)

Make Agent Unavail-able

AGTNoFurtherWork


Sends a native message to the Proactive Contact server. The miscellaneous data field supplies message fields.

Open Link to Hard-ware

No corresponding message. Establishes a con-nection with the Proactive Contact server.





The unexpected telephony events returned to EDGE by Avaya Proac-tive Contact are shown in Table F-2


AGTUnholdCall

Retreive call informa-tion

AGTListState

Send DTMF Tones AGTDialDigit (one message is sent for each digit supplied to the EDGE verb)

Send User Data AGTSendMessages

Set callback AGTSetCallback


No corresponding message

Start Consultation See Transfers and Conferences


No corresponding message

Transfer See Transfers and Conferences

Update Misc Data AGTUpdateField (see Miscellaneous Tele-phony Command)

Wait for Call No corresponding message




Table F-2. Proactive Contact telephony events

Telephony Event Proactive Contact Message

Agent available AGTJobTranslink

Agent idle AGTJobEnd

Agent logged off AGTSystemError

Agent logged on Not supported

Attached data changed

Not supported

Call alerting AGTCallNotify or AGTPreviewRecord

Call connected AGTManagedCall

Call disconnected AGTAutoReleaseLine

Call held Not supported

Call retrieved Not supported

Call transfrred Not supported

Conferenced Not supported

Outbound Status Changed

AGTlicbOnline or AGTlicbOffline

User event AGTReceiveMessage


Avaya Proactive Contact Changing jobs

Changing jobsWhen an EDGE agent first logs in to Proactive Contact, they attach tothe job specified in the callset field defined in their user id setup.There are two ways in which this might change while they arelogged on:

• Changing jobs via make agent available

• Notification of job changes from Proactive Contact

Changing jobs via make agent available

The job an agent is attached to (i.e. currently working on) may bechanged by using the TELEPHONY command ’make agent available’with the new job name in the callset property. If this job is differentfrom the currently attached job, the agent will be detached from theexisting job and attached to the new one.

Note: The agent must be in a state on Proactive Contact appropriatefor changing jobs. This may require a TELEPHONY ’make agentunavailable’ first.

Notification of job changes from Proactive Contact

If EDGE receives a job linking event notification (AGTJobTransLink)from Proactive Contact, it will automatically detach from the currentjob and attach to the new one. When this occurs, an ’agent available’unexpected telephony event is fired with the new job name in$TP.CALLSET.


Avaya Proactive Contact Changing jobs

Note: If an agent is waiting for a call, the agent available event wil notbe fired and the agent will automatically be transferred to the nextjob.

If EDGE received a job end notification (AGTJobEnd) from ProactiveContact, it will fire an ’agent idle’ unexpected telephony event. It isthe responsibility of the EDGE developer to determine how torespond to this type of event.

Managed dialing Managed dialing jobs are handled in a similar way to predictive dial-ing. Screen pops occur when a call is delivered to the EDGE agent. Ifno further action is performed within the time limit specified on theProactive Contact server, the number is automatically called. If tele-phony events are turned on, a ’connected’ event is fired.

It is possible to dial the number in a managed job prior to automaticdialing. To do this, use the TELEPHONY dial command with an emptyvalue in the number to dial property.


Avaya Proactive Contact Transfers and Conferences

Transfers and ConferencesTransfers and conferences are supported in Avaya Proactive Contactthrough the use of hook-flash functionality (this is the simulatedpressing of the ’hook’ button on a regular phone to signal to theswitch that the agent wishes to perform some telephony operation).

There are also two types of transfer/conference possible:

• Native (internal) transfers/conferences

• Trunk-to-trunk (external) transfers/conferences

EDGE distinguishes the type of transfer to be performed by deter-mining if the destination number is alphanumeric (in which case anative transfer is performed), or numeric (in which case a trunk-to-trunk transfer is performed).

Native (internal) transfers/conferences

Native transfers occur when the agent transfers the current inboundor outbound call to another job on the same Proactive Contact sys-tem, for eventual routing to an agent attached to that job. The job’receiving’ the transfer must be either a blended or inbound type.


Avaya Proactive Contact Transfers and Conferences

Trunk-to-trunk (external) transfers/conferences

Trunk-to-trunk transfers occur when the agent transfers the currentinbound or outbound call to another extension on the switch beingused by Proactive Contact.

Transfer/Conference Messages

Because each step involved in a hook-flash transfer depends heavilyon the current state of the phones involved, it is important that thesteps in a transfer or conference be performed in the correct order.The following table demonstrates the Avaya Agent API commandsissued depending on the properties supplied to the start consulta-tion, transfer, and conference telephony sub-commands.

Start consulta-tion

Transfer Conference

No number Error AGTReleaseLine Error

Numeric AGTTransferCall AGTTransferCall, AGTReleaseLine

AGTTransferCall

Alpha numeric

AGTMoFlash-Supv

AGTMoFlash-Blind

AGTMoFlash-Supv


Avaya Proactive Contact Miscellaneous Telephony Command

Miscellaneous Telephony CommandThe miscellaneous telephony command may be used to send anyarbitrary message to the Proactive Contact server. It is the responsi-bility of the EDGE programmer to ensure that messages of the cor-rect format are sent.

When using miscellaneous telephony, each parameter of the mes-sage to be sent should be placed in a corresponding value of themiscellaneous command variable.

EDGE will capture all data messages, populated the variable suppliedin the miscellaneous response property, until a response to the com-mand is received.

Example

ALWAYS COPY the value "AGTListCallFields" into @MiscCmd

ALWAYS COPY the value "outlist1" into @MiscCmd,2

ALWAYS TELEPHONY device ID $TP.DEVICE command miscellaneoustelephony store status code in @StatusCode store status text in @Sta-tusText miscellaneous command @MiscCmd miscellaneousresponse @MiscRsp


Avaya Proactive Contact Miscellaneous Telephony Command

The value of @MiscRsp will be a multi-value field containing valuessimilar to the following:

M00001^]CUSTID^]FIRST_NAME^]LAST_NAME^]M00000


GCallPath

Overview CallPath is a set of telephony products that includes an applicationprogramming interface (API) called the CallPath Services API. This APIallows a server program such as EDGE to communicate with a switch,and access the switch services. EDGE uses CallPath as a means ofcommunicating with a number of switches, including the following:

• Avaya Definity.

• Northern Telecom Meridian.

• ROLM.

For the exact switch versions and configurations supported, pleaseconsult your EDGE sales representative.


• Server Communication.


CallPath Overview

• CallPath Setup.

• CallPath Messages.


CallPath Server Communication

Server CommunicationThe CallPath Services API consists of program calls that can be issuedby a server program such as EDGE, allowing switch communication.As shown in Figure 7-1, these program calls are processed by theCallPath subsystem, which reformats and sends each request to theswitch. The CallPath subsystem also returns information from theswitch via an API program call, to the server computer program. Ifyour system configuration requires it, the CallPath SwitchServer/2may perform further processing of each request before sending it tothe switch. For more information on the CallPath Services API andthe CallPath/2 subsystem, consult your CallPath documentation.



Figure 7-1. CallPath Communication

The switch used with CallPath can be configured with agent groupstermed Automatic Call Distribution (ACD) groups. The ACD groupallows multiple agents to be associated as a single unit so calls canbe directed to a pool of agents instead of to an individual, whenappropriate. For more information on ACD groups, consult yourswitch documentation.

Remote CallPath EDGE supports CallPath installed on a separate UNIX server from theEDGE server. The setup requires the Internet address / Host name ofthe CallPath UNIX server to be identified in the telephony Device,and some communications software to be installed on the remote

EDGE Software System

CallPath Services API Program Calls

CallPath Subsystem

CallPath SwitchServer/2

Telephony Switch

Server Computer

Required with some configura-tions

Via switch protocols



system if it is a non-AIX system; otherwise the same functionality isprovided as with CallPath on the same server as EDGE.

There are several ways the remote system can be configureddepending on the exact hardware used. Typically, the EDGE server(on an HP, Risc, or Sparc) can communicate with an AIX system run-ning CallPath Server/6000 or with an OS/2 PC running CallPathServer/2. For example, if running EDGE on an HP 9000 and using Call-Path, the following configuration options are supported:

• Run CallPath Server/6000 on an IBM AIX server which has aconnection to the switch. The HP can communicate with theswitch through the AIX server using CallPath’s CTI subsystemon a network connection.

• Run CallPath Server/2 on an OS/2 PC which has a connectionto the switch. EDGE-provided communications softwareallows the HP to communicate to the switch through the OS/2 PC using socket communication.

Note: The exact features supported by the EDGE Telephony Gatewayfor CallPath vary based on the switch type; the method of con-necting to EDGE (remote or local) does not have an effect.


CallPath CallPath Setup

CallPath SetupThe CallPath subsystem must be running and communicating withthe switch before the EDGE telephony gateway can be used. Consultyour CallPath documentation for the steps to setup and start theCallPath subsystem.

If using Remote CallPath with a non-AIX system, communicationssoftware provided with EDGE must be installed. Consult your instal-lation directions or contact EDGE Customer Care for assistance.


CallPath CallPath Messages

CallPath MessagesMessages used by the EDGE Telephony Gateway for CallPath to com-municate with EDGE and to provide telephony event notificationsare listed in this section. The CallPath status messages vary depend-ing on the switch used; consult your CallPath and switch documenta-tion for an explanation of these errors.


The following table lists the messages sent to CallPath when eachcommand is executed:

Table G-1. TELEPHONY Verb Commands for CallPath

Telephony Command Switches EDGE to CallPath Messages

Agent Logoff All. STLREG with STL_SHARED_OWNERSHIP and STL_STOP options and STLMON.

Agent Logon All. No message sent.

Alternate Avaya and ROLM.

STLALTR for ROLM, STLHOLD and STLRETR for Avaya.

Answer All. STLANSR.

Check for a Call All. No message sent.



Close Link to Hardware All. STLREG with STL_SHARED_OWNERSHIP and STL_STOP options and STLMON.

Conference All. STLCONF.

Dial All. STLMAKE.

Disconnect All. STLDISC.

Disconnect Alternate Avaya and ROLM.

STLDISC.

Hold All. STLHOLD.

Make Agent Available All. STLINVK.

Make Agent Unavailable All. STLINVK.

Open Link to Hardware All. STLINIT, STLSAA, STLSRR, STLSMCD, STLSHPB, STLSHPC, STLMON, and STLREG.

Redirect Call All. STLRED.

Retrieve a Call from Hold All. STLRETR.

Retrieve Call Information All. STLQPS and STLQCP.

Retrieve IVR Data All. No message sent.

Send DTMF Tones Avaya. STLSEDD.

Start Automated Telephony All. No message sent.

Start Consultation All. STLXTND.

Table G-1. TELEPHONY Verb Commands for CallPath (continued)





The Telephony Event messages returned to EDGE by CallPath areshown in the following table:

Stop Automated Telephony All. No message sent.

Transfer All. STLTRAN for Avaya and ROLM. STLCONF and STLDISC for Nortel.

Update Telephony Servers All. No message sent.

Wait for a Call All. No message sent.

In the above table:

All = Avaya Definity, Northern Telecom Meridian, and ROLM switches.Avaya = Avaya Definity switchNTI = Northern Telecom Meridian switchROLM = ROLM switch

Table G-1. TELEPHONY Verb Commands for CallPath (continued)


Table G-2. CallPath Telephony Events

Telephony Event Call-Progress Event Message Call State

Call alerting STL_CALL_ALERTING_MSG alerting

Call connected STL_CALL_CONNECTED_MSG connected

Call disconnected STL_DISCONNECTED_MSG disconnected



The Telephony events executed by EDGE are shown in the followingtable:

Call transferred STL_CALL_TRANSFERRED_MSG transferred

Conferenced STL_CALL_CONFERENCED_MSG conferenced

Call held STL_CALL_HELD_MSG held

Call retrieved STL_RECONNECTED retrieved

Table G-2. CallPath Telephony Events (continued)

Telephony Event Call-Progress Event Message Call State

Table G-3. CallPath TELEPHONY Verb Events Executed by EDGE


TelephonyEvent

C a l l P a t hAPI

Call-Progress Event Message A g e n tState

Call State

Agent Logon signed on STLINVK STL_FEATURE_INVOKED_MSGSTL_AGENT_LOGON

signed on

Agent Logoff signed off STLINVK STL_FEATURE_INVOKED_MSGSTL_AGENT_LOGOFF

signed off

Alternate call held and call retrieve

STLHOLD,STLRETR

STL_CALL_HELD_MSG,STL_RETR(),STL_CALL_CONNECTED

retrieved

Answer call connect STLSAA STL_CALL_CONNECTED_MSG connected

Conference conference STLCONF STL_CALL_CONFERENCED_MSG conference



Dial call con-nected

STLMAKE STL_CALL_CONNECTED_MSG connected

Disconnect call discon-nect

STLDISC STL_DISCONNECTED_MSG disconnect


call discon-nect

STLDISC STL_DISCONNECTED_MSG disconnect

Hold call held STLHOLD STL_CALL_HELD_MSG held


available STLINVK STL_FEATURE_INVOKED_MSGSTL_AGENT_READYSTL_AGENT_READY_IMPLICITSTL_AGENT_READY_EXPLICIT

available


wrap-up STLINVK STL_FEATURE_INVOKED_MSGSTL_AGENT_BUSY_WITH_FOLLOWUP

wrap-up


make busy STLINVK STL_FEATURE_INVOKED_MSGSTL_AGENT_BUSY

make busy


idle STLINVK STL_FEATURE_INVOKED_MSGSTL_AGENT_NOT_READY

idle

Retrieve a call from hold

call retrieve STLRETR STL_CALL_CONNECTED_MSG retrieved

Table G-3. CallPath TELEPHONY Verb Events Executed by EDGE (continued)


TelephonyEvent

C a l l P a t hAPI


Call State



Start Consul-tation

call held and call connect

STLXTND STL_CALL_HELD_MSG,STL_MAKE(),STL_CALL_CONNECTED_MSG

connected


call transfer STLTRAN STL_CALL_TRANSFERRED_MSG transferred

Table G-3. CallPath TELEPHONY Verb Events Executed by EDGE (continued)


TelephonyEvent

C a l l P a t hAPI


Call State


HCV/LAN

Overview CV/LAN is a set of telephony products that includes an applicationprogramming interface (API) called the Adjunct/Switch ApplicationInterface (ASAI). This API allows a server program such as EDGE toaccess telephony services provided by a switch. EDGE uses CV/LANas a means of communicating with a DEFINITY switch. The ASAI APIconsists of a server and libraries that reside on the CV/LAN PC, or onthe server computer with CV/LAN with MAPD and CV/LAN 3000. Formore information on the ASAI API, consult your ASAI documenta-tion.

The DEFINITY switch used with CV/LAN can be configured with anExpert Agent Selection (EAS) system. This manages the distributionof inbound calls to one or more agent groups. These agent groupsare termed Automatic Call Distribution (ACD) groups. The ACDgroup allows multiple agents to be associated as a single unit so callscan be directed to a pool of agents instead of to an individual, when


CV/LAN Use of dialing sequences

appropriate. EDGE supports CV/LAN with DEFINITY switches config-ured either with or without EAS. For more information on EAS andACD groups, consult your DEFINITY switch documentation.

Use of dialing sequences

There are two methods that EDGE may use to perform agent login/logout functions and change availability. One method involves placing an actual call to the switch by dialing the sequence of digits the agent would normally use if they were to log in manually on their phone. The second involves native 'fea-ture request' commands. This method is inherently more reliable because EDGE is able to detect errors with the actual command being requested, compared to dialing sequences where EDGE can only detect if the call was successfully placed (not, for exam-ple, if the agent was actually logged in successfully).

In almost all circumstances, it is recommended that the feature request method is used rather than dialing sequences. There are a few subtle differences in the way that these methods work which may require dialing sequences though. For example, on some switch versions if an agent is on a call (off-hook) and a request is made to change the agents' availability, the command may fail using the feature request method. When using a dialing sequence, the request is 'queued' up in the switch, so that the agents availability is changed immediately after the call has been disconnected.


CV/LAN Use of dialing sequences

Whether dialing sequences are used or not can be configured on the'CTI Setup Tab' of the telephony device. If values are used in any ofthe dialing sequences, those values are used instead of featurerequest. If left blank, feature request is used.


• Avaya MAPD Support.

• CV/LAN Setup.

• CV/LAN Messages.


CV/LAN Avaya MAPD Support

Avaya MAPD SupportThe EDGE Telephony Gateway supports the Avaya Multi-ApplicationPlatform on Definity (MAPD) card to access a Avaya Definity switch.The MAPD card enhances the speed performance for message pro-cessing by the switch.

The following modes can be used with the MAPD card:

MAPD in CVLAN Mode

The EDGE Telephony Gateway for CV/LAN using the MAPD card inCVLAN mode provides the same functionality as described for theCV/LAN gateway in this manual. The only differences are in the Hard-ware and Avaya Software and the EDGE CV/LAN server.

DEFINITY LAN Gateway (DLG) mode

With this mode, the CV/LAN PC connects to theMAPD card in the switch. This is functionally iden-tical to the standard EDGE Telephony Gatewaysetup using the CV/LAN PC.

CV/LAN PC/LAN (CVLAN) mode

With this mode, the EDGE server connects directlyto the MAPD card installed on the switch; no CV/LAN PC is used.

There are a few differences in the EDGE Tele-phony Gateway for CV/LAN using this mode;these differences are described in this section.


CV/LAN Avaya MAPD Support

There is an option with the EDGE CV/LAN server only supported withMAPD in CVLAN mode; this option is described in the sectiontpas_server Program.

Hardware and Avaya Software

Previously a CV/LAN PC was utilized with the EDGE Telephony Gate-way for CV/LAN. With the MAPD in CVLAN mode, this is not required;the EDGE host machine can run the tpas_server and communicatedirectly with the MAPD card in the switch.

This configuration requires the Avaya libasai library to be installed onthe EDGE host machine. The EDGE tpas_server is linked to the libasailibrary. Because the library is only available on a limited number ofplatforms, this configuration is supported only on the followingEDGE platforms:

• IBM AIX

• Solaris Sparc.

• Windows 2000.

Note: The versions of CV/LAN, EDGE, and UNIX that can be used withthe MAPD CVLAN configuration must be confirmed with yourEDGE sales representative.


CV/LAN CV/LAN Setup

CV/LAN SetupIn general, the setup steps required to use the EDGE Telephony Gate-way for CV/LAN are described in the Setup chapter and the PBXSetup chapter. However, some specific setup information that onlyapplies to CV/LAN is discussed in this section.

tpas_server Program

One additional server is used by the EDGE Telephony Gateway forCV/LAN to communicate between CV/LAN and the switch server.This server is provided with EDGE, and is installed on the CV/LAN PCor, if using CV/LAN with MAPD or CV/LAN 3000, on the EDGE server.It is not part of the generic set of servers, therefore, must be startedand terminated separately.

This server is named tpas_server and is provided as follows:

CV/LAN PC A diskette is provided with the additional serverprogram. Follow the installation directions pro-vided with the diskette.

Typically the server is installed into the AIT user’sbin directory on the CV/LAN PC.

CV/LAN with MAPD support and CV/LAN 3000

The additional server is provided with the EDGEsystem. There are no additional installation steps.

The server is located with the other EDGE tele-phony servers in the EDGESYS/bin directory.


CV/LAN CV/LAN Setup

Starting tpas_server

Before starting the generic set of telephony servers, the tpas_servermust be started. By default, the tpas_servers is started as a routingserver meaning that it supports host based routing. Additionally, thetpas_server is started as a maintenance server meaning that it auto-matically executes its own heartbeats to ensure that EDGE and CV/LAN are communicating.

To start the tpas_server, execute the following from a UNIX prompt,in the directory in which the server was installed:

tp2as start (-m switch address} {node ID} {NO_RT} {NO_MAINT}

with the following options:

-m switch address The IP address of the Avaya switch with the MAPDcard installed. This option is only used with MAPDin CVLAN mode.

node ID The signal number for the switch. This can besignal01, signal02, signal03, or signal04. Thedefault is signal01. Multiple servers can use thesame node ID. The link_status command is used todetermine which node IDs are available on yoursystem.


CV/LAN CV/LAN Setup

For example, to start the CV/LAN server with MAPD in CVLAN modeenter the following:

% ./tp2as -m 172.16.4.180 start signal01 NO_RT NO_MAINT

This runs the script and invokes the tpas_server. A line similar to thefollowing is displayed:

Starting ./tpas_server 5051 5050 signal01 172.16.4.180 NO_RT NO_MAINT

Note: If you specify NO_RT or NO_MAINT, youmust also specify a node_id.

NO_MAINT Specify the word NO_MAINT if the built-in heart-beat is not desired. If using the NO_MAINT option,the asai_hb program must be manually started.

Note: Unless using the NO_MAINT option, theasai_hb program is not used; the serverhandles the heartbeats internally.

NO_RT Specify the word NO_RT if host based routing is notused on your system.


CV/LAN CV/LAN Setup

Stopping tpas_server

The tpas_server does not need to be stopped when the generic setof telephony servers is stopped; however, if it must be stopped, exe-cute the following from a UNIX prompt in the directory in which theserver was installed (unless there is a PATH set to the directory):

tp2as stop

tpas_server Messages

The messages for this server are written to a log file called asai.log0.This log file resides in the directory from which the tpas_server wasstarted, and is moved in the same fashion as the other log files. Tolimit the size of the asai.log0 file, set the following environment vari-able in the tp2as script:

MAX_LOGFILE_SIZE=size_in_bytes;export MAX_LOGFILE_SIZE

For more information, see the section Telephony Logs.

Server Restart By default, a delay is required between stopping and restarting theCV/LAN server to allow for the sockets to flush all messages andclose. To force the sockets to flush immediately so the CV/LAN serverc a n b e q u i c k l y r e s t a r t e d , s e t t h e e n v i r o n m e n t v a r i a b l eFLUSH_SOCKETS to 1. This environment variable can be added either


CV/LAN CV/LAN Setup

to the tp2as script file or to the .profile of the user ID who will bes t a r t i n g t h e C V / L A N s e r v e r . T h e s y n t a x i s t y p i c a l l yFLUSH_SOCKETS=1; export FLUSH_SOCKETS.

Multiple tpas_servers

For more than one EDGE installation (for example, a training systemand a production system) to communicate with CV/LAN, multipletpas_servers must be started; one to communicate with each EDGEserver.

Note: If using a separate CV/LAN PC for each EDGE server, this setup isnot required.

To implement multiple tpas_servers, perform the following steps:

1. In the EDGE Telephony Device setup for each EDGE installation,set a unique pair of Input paths/TCP ports and Output paths/TCP ports.

2. On CV/LAN, copy the tp2as shell script to a new name for eachEDGE it communicates with. The new name should follow thefollowing pattern:

tp2assuffix

3. On CV/LAN, copy the tpas_server program to a new name cor-responding with the new tp2as program. The suffix added to


CV/LAN CV/LAN Setup

the tp2as script should be added to the tpas_server name asfollows:

tpassuffix_server

4. Set the Input paths/TCP ports and Output paths/TCP ports ineach copy of the tp2as program to correspond with the EDGEsettings.

5. Modify any references to tpas_server or tp2as within the scriptto the new name tpassuffix_server or tp2assuffix.

6. When starting more than one server, and using host basedrouting and a maintenance server, only the first should bestarted with these options, because host based routing canonly be used with one server, and the maintenance optionautomatically applies to all servers. Subsequently started serv-ers should specify the NO_RT, NO_MAINT and node ID.

For example, assume you have two EDGE installations, one produc-tion and one test. The input and output TCP ports specified in theEDGE Telephony Device setup for the production system are 5050and 5051. The input and output TCP ports specified in the EDGE Tele-phony Device setup for the test system are 5060 and 5061. On theCV/LAN PC, the tp2as program is copied to tp2astest, which has beenmodified to use 5060 and 5061 for the input and output TCP ports.The tpas_server is copied to tpastest_server.


CV/LAN CV/LAN Setup

To start the two tpas_servers to communicate with the productionand test EDGE installations, on the CV/LAN PC using host based rout-ing and the maintenance option, enter the following two com-mands:

tp2as start

tp2astest signal01 NO_RT NO_MAINT start

If you have any questions regarding modifying or copying the tp2asscript, contact EDGE Customer Care.

Caution! Multiple tpas_servers are not supported with host basedrouting. When host based routing is used, multiple CV/LANPC’s must be used to communicate with multiple versions ofEDGE.


CV/LAN CV/LAN Messages

essages

and F

esponse, , or error mes-

and

CV/LAN MessagesMessages used by the EDGE Telephony Gateway for CV/LAN to com-municate with EDGE and to perform telephony event notificationsare listed in this section. Status messages returned by the TELE-PHONY verb commands are also listed.


The following table lists the messages sent to CV/LAN when eachcommand is executed:

Table H-1. TELEPHONY Verb Commands for CV/LAN

Telephony Command EDGE to ASAI Messages ASAI to EDGE M

Agent Logoff C_3PAD:sao_id:exten-sion:logoff_sequence, C_ABORT:sao_id:sta-tus:cause:abort_type.

C_3PAD_CONFC_ABORT_CON

Agent Logon C_3PDC_REQ, C_3PAD:sao_id:exten-sion:logon_sequence, and C_3PSD or RF.

C_3PDC_REQ RC_3PAD_CONFC_3PSD_CONFsage.

Alternate C_3PSH and C_3PR. C_3PSH_CONFC_3PR_CONF



F

and F

and

onse

ponse

ponse

essages

Answer C_3PANS. C_3PANS_CON



C_3PAD:sao_id:exten-sion:logoff_sequence, C_ABORT:sao_id:sta-tus:cause:abort_type.

C_3PAD_CONFC_ABORT_CON

Conference C_3PM. C_3PM_CONF

Dial C_3PAD. C_3PAD_CONF

Disconnect C_3PSD. C_3PSD_CONF

Hold C_3PSH. C_3PSH_CONF

Make Agent Available C_3PAD:sao_id:exten-sion:available_sequence and C_3PSD.

C_3PAD_CONFC_3PSD_CONF

Make Agent Unavail-able

C_RF_REQ. C_RF_REQ Resp


C_VQ_REQ. C_VQ_REQ Res


No message sent; the telephony servers are started.

No response.

Redirect Call C_3PREDIR C_3PREDIR Res

Table H-1. TELEPHONY Verb Commands for CV/LAN (continued)




nse

nd

essages


C_3PR. C_3PR_CONF

Retrieve Call Informa-tion

C_VQ_REQ. C_VQ_CONF

Retrieve IVR Data No message sent. No response.

Send DTMF Tones C_3PSDS C_3PSDS Respo



Start Consultation C_3PSH, C_3PMC_REQ. C_3PSH_CON aC_3PAS_CONF



Transfer C_3PM. C_3PM_CONF




Table H-1. TELEPHONY Verb Commands for CV/LAN (continued)




CV/LAN Status Messages

The status codes returned to EDGE by CV/LAN when an error occurson CV/LAN are shown in the following table:

Table H-2. ASAI-Specific Status Codes

S t a t u sCode

Description

7000 Invalid origination or destination address.

7001 Capability sequence has been violated, or underlying protocol error has been detected; an unrecognized value was returned by the switch. If an unrecognized error is returned, it will be mapped to this error.

7002 Resources to fulfill service are not available.

7003 Capability is implemented by not subscribed to by requester.

7004 Noncompatible options selected.

7005 One of the required parameters is missing.

7006 Value specified in parameter is not allowed or defined.

7007 Domain or call is being monitored by another adjunct.

7008 Call is no longer in active state.

7009 Message not compatible with call state.

7010 Invalid call identifier used or call does not exist.

7011 Incompatible options used to establish the call.

7012 Timer expired.



7013 Agent not logged in to split.

7014 Agent not member of specified split or split number specified incorrectly.

7015 Domain or call is being monitored by another adjunct.

7016 Originating address does not respond to service.

7017 Permission checks for service have failed.

7018 Association terminated because service is not active.

7019 Domain has been removed by administration.

7020 Agent not in compatible state.

7021 Agent logged in to maximum number of splits.

7022 Invalid login password.

7023 Request to put agent in same status he is already in.

7024 ACD not provisioned or optioned.

7025 Normal termination; call routed successfully.

7026 Association terminated because of network congestion.

7027 Unknown information element detected.

1028 Queue is full.

7029 Reorder/Denial.

Table H-2. ASAI-Specific Status Codes (continued)

S t a t u sCode

Description



7030 Administration is in progress; request cannot be serviced.

7031 The switch has rejected a request form the adjunct.

7032 Unassigned number.

7033 Call rejected.

7034 Number changed.

7035 Normal, unspecified.

7036 No circuit or channel available.

7037 Temporary failure.

7038 Bearer capability not presently available.

7039 Incompatible destination.

7040 Invalid message, unspecified.

7041 Message nonexistent/not implemented.

7042 Unspecified.

7043 No answer.

7044 Trunks not available.

7045 Classifiers not available.

7046 Redirected.

7047 Network out of order.


S t a t u sCode

Description




The Telephony Event messages returned to EDGE by CV/LAN areshown in the following table:

7048 Undefined value returned from switch.

7049 Outgoing call has been barred.

7050 Call remains in queue.

7051 Bearer service not implemented.

7052 Assumed answer based on internal timer.

7053 Voice energy detected by switch.

7054 Channel/tone does not exist (no tone connected to the speci-fied call.)

7055 Answering machined detected.

7056 Facility rejected.


S t a t u sCode

Description

Table H-3. CV/LAN Telephony Events

Telephony Event ASAI Event Type Call State

Call alerting C_ALERTING alerting (phone ringing)

Call connected C_CONNECTED connected



The Telephony events executed by EDGE for CV/LAN are shown inthe following table:

Call disconnected C_DROP disconnected

Call held C_HOLD held

Call retrieved C_RECONNECT retrieved

Call transferred C_TRANSFERED transferred

Conferenced C_CONFERENCED conferenced

Table H-3. CV/LAN Telephony Events (continued)

Telephony Event ASAI Event Type Call State

Table H-4. CV/LAN TELEPHONY Verb Events (Executed by EDGE)

Telephony Command Telephony Event ASAI capability ASAI response Call State

Alternate call held and call retrieved

C_3PSH and C_3PR

C_3PSH_CONF and C_3PR_CONF

retrieved

Answer call connected C_3PANS C_3PANS_CONF connected

Conference conferenced C_3PM with conf_flag C_CONF_ON

C_3PM_CONF conferenced

Dial call connected C_3PAD C_3PAD_CONF connected

Disconnect call disconnected C_3PSD C_3PSD_CONF disconnected

Hold call held C_3PSH C_3PSH_CONF held



Retrieve a call from hold call retrieved C_3PR C_3PR_CONF retrieved

Start Consultation call held and call connected

C_3PSH and C_3PAD

C_3PSH_CONF and C_3PAD_CONF

connected

Transfer (consultative) call transferred and call disconnected

C_3PM with conf_flag C_CONF_OFF

C_3PM_CONF disconnected

Table H-4. CV/LAN TELEPHONY Verb Events (Executed by EDGE) (con-

Telephony Command Telephony Event ASAI capability ASAI response Call State


IDavox

Overview Davox is a telephony technology for predictive dialing which alsosupports additional CTI features. The EDGE Telephony Gateway forDavox enables the EDGE developer to build an integrated voice/dataapplication utilizing the Davox telephony technology. Davox sup-ports the following features:

• Preview dialing.

• Predictive dialing.

• Inbound calling.

• Blended calling. Agents can be set up to receive bothinbound and outbound calls as call volumes dictate.

• Multiple callsets. Davox controls which calls from which call-sets to dial.


Davox Overview

The EDGE Telephony Gateway for Davox supports the followingmethods of interaction with Davox:

• Full Davox/EDGE interface. EDGE provides the call records toDavox using Dynamic Record Feed (DRF) and administers thecampaigns, opening and closing them as needed. This inter-action method uses the DAVOX module_enable.

• Davox/EDGE interface with an External Call List. The callrecords are not provided by EDGE, but are downloaded intoDavox directly from another source. EDGE still administerst h e c a m p a i g n s . T h i s i n t e r a c t i o n m e t h o d u s e s t h eDAVOX.NODRF module_enable.

• Davox/EDGE interface with an External Call List and ExternalCampaign Administration. This interaction method uses theDAVOX.NOADMIN module_enable.

These methods are summarized in Table I-1.

Table I-1. EDGE/Davox Interface Options

Module_enable EDGE Call Records EDGE Campaign management

DAVOX

DAVOX.NODRF

DAVOX.NOADMIN


Davox Overview

The interface between Davox and the EDGE telephony gateway sup-ports a variety of switches; some switches may not support all of thefeatures described in this document. For a list of the supportedswitches and features, consult your EDGE sales representative. Thisappendix describes the following:

• Davox Concepts.

• Davox Setup.

• Davox Server Communication.

• Call List Management.

• Campaign Administration

• Davox Commands.

• Davox Messages.


Davox Davox Concepts

Davox ConceptsDavox uses terms and concepts that are not used with other gate-ways. These terms and concepts are defined in this section.

Applications Applications group similar campaigns. A site may have one or moreapplications. Each campaign is assigned to an application; an appli-cation has one or more campaigns. Using application groups, anagent can be assigned to all campaigns within an application.

Campaigns Campaigns consist of call scripts and call tables. Campaigns can beeither inbound or outbound, not both.

Campaign Flow

Campaign flow is a Davox feature that can be turned on or off foreach campaign. If turned on, another campaign is specified to beused when the current campaign is complete or runs out of calls.Agents in the original campaign are automatically logged on to thenew campaign when the switchover occurs. The original campaign isreferred to as the source campaign, and the overflow campaign isreferred to as the target campaign.

With EDGE, all campaigns including the target campaigns must bedefined as Callsets in the Telephony area of EDGE Developer. Cam-



paign flow is only available when using the External Call List or Exter-nal Campaign Administration features.

Call Scripts

Each Davox campaign uses a call script. Call scripts define how cam-paigns handle phone calls. A call script is also termed a TelephonyApplication Client (TAC). Each call script has an associated form. Theform determines how data is sent to an agent with a call.

Call Tables

For outbound campaigns, call tables contain lists of phone numbersto be dialed. For inbound campaigns, call tables do not containphone numbers, but must exist to maintain consistency in the DavoxUnison system. Davox campaigns can be associated with one ormore call tables.

For predictive outbound calls, the following options for loading thecall records to be dialed are available:

• Records can be loaded as needed from the queues defined inthe corresponding EDGE callset. Davox refers to this methodas using a trickle table.



• Records can be loaded from an external call table. The recordsare sent to Davox from an external source, and are not loadedfrom EDGE queues.

The setup for EDGE with the two call table options is described in thesection Call List Management.

The number of call tables in a campaign and the call table namesvary depending on the type of Call List Management used. SeeFigure I-1.



Figure I-1. Davox Campaigns and EDGE Callsets

Davox Campaign IN1

Call Table IN1

Call Script/TAC SCR1

IN1

EDGE Callsets

OUT1

Davox Campaign OUT1

EDGE Call List

Davox Campaign IN1

Davox Call Tables

IN1

EDGE Callsets

OUT1

Davox Campaign OUT1


TABLE3Davox Call Tables

External Call List

TABLE4


Call Table OUT1


TABLE1

TABLE2



Agent Assignment The Davox Campaigns that an EDGE agent uses are determined bythe callsets specified in their workstation ID. (EDGE callsets andDavox campaigns have corresponding names.) An agent can beassigned to one or more campaigns. The campaigns assigned to anagent do not have to be all inbound or outbound; they can be a mix.The campaigns assigned to an agent can be part of one or moreDavox Applications. For information on specifying a campaign for anagent, see Callset/group number.

If an agent is assigned to a Davox application and is expected toreceive calls from all of the campaigns that make up that application,all of the campaigns should be specified in their EDGE workstationID. If a Davox application consists of five campaigns and only fourcampaigns are specified in the workstation ID, the agent will only getcalls from these, and not the fifth campaign.

If a callset is specified in an agent’s workstation ID, and the agent isnot assigned to the corresponding campaign on Davox, the agentwill not receive calls from that campaign.

If using Campaign Flow, the target campaigns do not need to bedefined in the agent’s workstation ID. The agent is automaticallyassigned to the target campaign upon receiving the first connectedcall for that campaign from Davox. There may be a very small delay inthe screen pop to the agent on the first call from a target campaignbecause EDGE must update its shared memory with the new cam-



paign list and the new campaign user count. There will be no impacton subsequent calls. If the campaign has already been opened byanother agent, only the user count is updated and the potentialdelay is even less.

Termination Code Termination codes are character sequences created on the Davoxsystem to perform defined functions. With the EDGE TelephonyGateway for Davox, termination codes perform the following func-tions:

• Inform Davox regarding the disposition of a call. This type oftermination code reports different call outcomes, for exam-ple, sale versus no sale, or the status of a manual dial such asbusy or no answer.

• Schedule a callback when disconnecting the current call.

• Make an agent available for new calls. This type of termina-tion code is required to receive a new call.

• Execute a Davox command such as play a message to a caller.

If required, all types can be used in a single call. The agent availabletermination code is required for every call.



Specify the termination codes as follows:

Call Disposition Specify the termination code in the Dialer disposi-tion code property of the Disconnect command.Terminate call type disposition codes are not recom-mended with EDGE because they immediately makethe agent available for a new call.

Callback Sched-uling

Specify an agent recall termination code in theDialer disposition code property of the Disconnectcommand, then specify the callback date and timein the Callback date/timeproperty of the Disconnectcommand.

The callback time must be properly formatted forDavox using one of the following formats:

• HHMM using the 24 hour clock.

• HH:MMn using the 12 hour clock, where nis A for AM or P for PM.

• MM/DD/YY HH:MM using the 24 hourclock.

• +HH:MM indicating the number of hoursand minutes from the current time.

• +MMMM indicating the number of min-utes from the current time.



Note: Termination codes are specified when an agent is made avail-able to prevent an agent from receiving a new call too early (forexample, while still performing guide work to wrap up the previ-ous call).

Call Types The following basic types of calls are supported with Davox:

• Unison calls.

• X calls.

Agent Available Specify the termination code when making theagent available. When making an agent available,specify the termination code in one of the followingplaces:

• The Available mode of the agent’s worksta-tion ID.

• The $TP.AVAIL field.

• The Available mode property in the MakeAgent Available command.

Davox com-mand

Specify the termination code in the Native com-mand. The Native command should also be used torespond to all Davox prompts based on the originalDavox command sent.



Unison calls are those calls associated with an application and mayalso be termed application calls. This includes calls predictivelydialed by Davox for an outbound campaign and calls received on aphone number associated with an inbound campaign. For example,if an inbound campaign is associated with the phone number 800-232-3200, all calls received on that line are Unison calls.

X calls are those calls not associated with a campaign that arereceived or placed by agents. These can be thought of as externalcalls. This includes calls dialed manually by agents and calls placeddirectly to an agent’s extension. For example, calls placed directly tothe agent’s extension 3244 by dialing 800-232-3244 are X calls.

Davox uses separate message commands for Unison calls and X calls.The messages used for both Unison and X calls are shown inTable I-8. If a command is not supported with X calls, it is indicated inthe table.

Note: Agents cannot originate or manipulate X calls from within EDGEwhen using Davox with a Northern Telecom switch, because theswitch does not send any messages regarding X calls to the EDGEtelephony servers; therefore an agent does not receive a screenpop on an X call.



Dial Modes Davox supports the following two modes for predictive calls:

When setting up outbound Callsets, either dial mode can be selectedfor calls.

Automatic Mode

The dialer places predictive calls and when a liveanswer is detected, connects the call to an agent.

Manual Mode The dialer connects to an agent, then dials the call.


Davox Davox Setup

Davox SetupThe basic setup steps required to use the EDGE Telephony Gatewayfor Davox are described in the Setup chapter and the Dialer Setupchapter. However, some specific setup information that only appliesto Davox is discussed in this section. Unless otherwise specified,these setup steps are performed on the Unison system. For moreinformation on any step, refer to your Davox documentation. Typi-cally many of these setup steps are performed by Davox personnel atinstallation time.

1. Create the Davox campaigns for inbound and predictive out-bound calling. Each campaign is either inbound or outbound,not both.

2. Create Davox call scripts and attach one to each campaign. Callscripts define how campaigns handle phone calls. EDGErequires that each call script contain either a predictive out-bound form or an inbound form. The call script name is speci-fied in the EDGE callset setup in the TAC name property.

3. Set up the Davox data forms for inbound and outbound calls asshown in Table I-2, Table I-3, and Table I-4. This is the data sentto EDGE with a connected call. The form is specified as part ofthe EDGE callset setup in the FORM property. The data must bein this format for EDGE screen pops to occur.


Davox Davox Setup

The Unison fieldname defined on your system may differ fromthe name shown in the tables. When defining the form, specifythe name on your system that corresponds with the datadescription. If using field widths that are not the default values,the new field widths must be specified in EDGE Developer onthe .

If a field is not used on your system, specify a field of the samewidth as a placeholder. The fields that are optional are indi-cated in each table. For example, if using an External Call List,you may not have a record ID field in the outbound call form. Inthis case, specify a placeholder field with a width of six in itsplace. Remember, this data is provided to EDGE with a con-nected call to assist a guide developer in providing a screenpop with customer information.

Other requirements include the following:

• The fields must be left justified.

• The write option in Davox for the USER_DATA field must bespecified.


Davox Davox Setup

The following form is used for callsets that perform outboundcalling using Davox with an EDGE callset:

The following form is used for callsets that perform outboundcalling using Davox with the no Admin option:

Table I-2. Davox to EDGE Outbound Call Data Form

Outbound Unison Field Default Width Description EDGE SYS Field

Field 1 RECORD_ID 6 Record ID —

Field 2 (optional) PHONE 10 Phone $TP.DNIS

Field 3 (optional) Key 6 Contact ID information $TP.DATA,1

Field 4 USER_DATA 32 User Data $TP.DATA,2

Table I-3. Davox.NOADMIN Outbound Call Data Form

Outbound Unison Field Default Width Description EDGE SYS Field

Field 2 (optional) PHONE 10 Phone $TP.DNIS

Field 3 (optional) Key 6 Contact ID information $TP.DATA,1

Field 4 USER_DATA 32 User Data $TP.DATA,2


Davox Davox Setup

The following form is used with callsets for inbound calling:

4. If using Davox with an EDGE Call List, define the Davox down-load and upload definitions. These definitions are used byEDGE to configure the call events sent to and received fromDavox. (This is with the DAVOX module_enable; the othermethods do not require this step.)

Records to be dialed are sent from EDGE to Davox using thedownload definition shown in Table I-5. Records are returnedfrom Davox if they are not connected to an agent (for example,if they were not dialed or if the dial attempt did not result in aconnection) using the upload definition as shown in Table I-6.Each non-connect has an associated Davox call result. For infor-mation on call results, see the section Davox Call Result Mes-sages.

Table I-4. Davox to EDGE Inbound Call Data Form

Inbound Unison Field Default Width Description EDGE SYS Field

Field 1 CCR_NAME 8 Campaign Name $TP.CALLSET

Field 2 (optional) ORG_STR 24 ANI $TP.ANI

Field 3 (optional) DNIS 24 DNIS $TP.DNIS

Field 4 (optional) CDN_STR 24 ACD split $TP.INACD

Field 5 USER_DATA 32 Switch data $TP.DATA,1


Davox Davox Setup

If a field is not used on your system, a placeholder field must bespecified. For example, the UU Data field is only used with aAvaya Definity switch, but all definitions must have a field cor-responding to it in the download definition.

5. Define Davox users and associate them with the campaignsthey will be using. The agent ID and password defined in theDavox agent manager must match the Switch login ID andSwitch login password in each agent’s EDGE workstation ID.

Table I-5. EDGE to Davox Download Record Definition

Fieldname Offset Width Type

Record_ID 0 6 Char

Phone 6 10 Char

UU Data 16 32 Char

Table I-6. Davox to EDGE Upload Record Definition

Fieldname Offset Width Type

Record_ID 0 6 Char

Phone 6 10 Char

Result 16 2 Char


Davox Davox Setup

6. For inbound calling, assign agents to ACD queues (using theCTI Setup menu on Davox). The following are the queuerequirements:

• Each queue must be mapped to a call table. First select thequeue, then select an campaign, then select a call table(either inbound or outbound) for that campaign.

• Each queue must use the inbound data form defined inTable I-4.

7. If using Davox with an EDGE Call List, create only one Davoxtrickle call table for each Davox campaign. EDGE requires thatthe call table and campaign have the same name; the name iscase sensitive. This step is optional. If Call Tables do not exist,they are automatically created and associated with each cam-paign when the callset opens. (This is with the DAVOXmodule_enable.)

If using Davox with an External Call List or External CampaignAdministration, create Call Tables, associate them with a cam-paign, and populate them with call records. With this configu-ration, multiple call tables can be associated with a singlecampaign, and they can have any valid name. These call tablesare not trickle tables. (This is with the DAVOX.NODRF orDAVOX.NOADMIN module_enable.)


Davox Davox Setup

8. Define Davox termination codes. Termination codes tell Davoxthe outcome of the call, make an agent available for new calls,and perform actions. To receive a new call, a termination codeis required. For more information, see the section TerminationCode.

9. Do not redefine any Davox function key sequences. EDGE usesthe default sequences.

Caution! If the default Davox Function key sequences are changed,certain EDGE TELEPHONY commands may not work. Forinformation on the key sequences used, see Table I-8.


Davox Davox Server Communication

Davox Server CommunicationAdditional servers are used by the EDGE Telephony Gateway forDavox to communicate between the Davox Unison system and theEDGE telephony servers. These servers are referred to as Davox Gate-way servers. Each server and its communication is described in thissection and depicted in Figure I-2.

Figure I-2. Davox Server Communication using EDGE Cam-paign Administration

Davox

Unison System

EDGE XGUIDE

tpadmin server

tpwsapi server

tpun_serverGeneric set of telephony servers

tpwsapi client thread

tpwsapi client thread

Input paths/TCP ports

AIT TCP port 2

Admin link TCP port

Output paths/

Wsapi link TCP port

Installed on the Davox Unison System Installed on the EDGE server



tpun_server The server process to send requests to and receiver e q u e s t s f r o m t h e D a v o x U n i s o n s y s t e m . T h etpun_server transmits messages to either the tpadminserver or the tpwsapi server based on the type of mes-sage.

tpadmin The server process to send and receive all administrativerequests between the tpun_server and the Davox Uni-son system. This includes all campaign control functions(for example, open campaign, set campaign parameters,close campaign, and put records), all dynamic recordfeed (DRF) functions (for example, update the call tablewith new records).

If using both External Campaign Administration and anExternal Call List, this server is not used and will notstart.

tpwsapi The master server process to send and receive all agentand call control messages between the tpun_server andthe Davox Unison system. For example, this server han-dles agent available messages, transfer call messages,disconnect messages, and so on. The wsapi masterserver starts a client thread for each agent when theagent logs on to the gateway. Each time the masterserver receives a message from the tpun_server, itchecks if the client thread exists, then sends the mes-sage to the appropriate thread.



Server Installation

The Davox Gateway servers are provided on a separate diskette withEDGE, and should be installed on the Davox Unison system. Thisshould be a separate computer from the UNIX machine used forEDGE. For information on installing the servers on the Unison sys-tem, consult the installation instructions provided with the serverdiskette.

Server Startup The Davox Gateway servers are not part of the generic set of servers;they must be started and terminated separately before the genericset of telephony servers are started.

The servers must be started and stopped from the directory in whichthey were installed, unless a path is set to that directory. To start theDavox Gateway servers, execute the following from a UNIX prompton the Unison system:

tp2un start {-p port -o output_port}

The server should be set up to communicate with the EDGE guideserver and switch server using two sockets as follows:

tpwsapi cli-ent thread

The client threads, one for each agent, to send andreceive agent messages from the tpwsapi server to theDavox Unison system. The client thread is automaticallyterminated when the agent logs out.



• The input socket on the Davox server is equivalent to the Out-put paths/TCP ports set in the telephony device. The defaultis 8201.

• The output socket on the Davox server is equivalent to theInput paths/TCP ports set in the telephony device. Thedefault is 8200.

If the default values are not specified in the telephony device setup,the ports used by the tp2un script can be changed in either of thefollowing ways:

• By specifying the -p and -o option with the new port numberswhen starting the server; this option will override theUN_DEFAULT setting.

• By setting the environment variable UN_DEFAULT in thetp2un script to the new port numbers. (e.g. UN_DEFAULT= -p7201 -o 7200)

The tpun_server remains idle until the generic set of telephony serv-ers start and send a message configuring the Davox Unison system(by sending the telephony device information). When the message isreceived, the tpun_server automatically starts the tpadmin andtpwsapi servers. (The tpadmin server is not used if External Cam-paign Administration is used.)



Server Restart By default, a delay is required between stopping and restarting theDavox gateway servers to allow for the sockets to flush all messagesand close. To force the sockets to flush immediately so the Davoxgateway servers can be quickly restarted, set the environment vari-able FLUSH_SOCKETS to 1. AIT recommends this environment vari-able be added to tp2un script or the .profile of the user ID who willbe starting the Davox Gateway servers. The syntax is typicallyFLUSH_SOCKETS=1; export FLUSH_SOCKETS.

Server Shutdown The Davox Gateway servers do not need to be stopped when thegeneric set of telephony servers is stopped. The servers must bestopped from the directory in which they were installed, unless apath is set to that directory. To stop the Davox gateway servers, exe-cute the following from a UNIX prompt:

tp2un stop

All Davox Gateway servers are terminated with this command.

Server Log Files The messages for the Davox Gateway servers are written to log files.These log files reside in the directory from which the tpun_serverwas started, unless the environment variables TPHNY_LOG_PATH orTMPDIR are set in the tp2un script to redirect them. The log files aremoved in the same fashion as the other log files. For more informa-tion, see the section Telephony Logs.



To limit the size of the Davox server log files, set the following envi-ronment variable in the tp2un script:

MAX_LOGFILE_SIZE=size_in_bytes;export MAX_LOGFILE_SIZE

Multiple Davox Servers

For more than one EDGE installation to communicate with Davox(for example, a training system and a production system), multipletpun_servers must be started, one for each EDGE server.

Note: If using a separate Davox Unison system for each EDGE server,this setup is not required.

To implement multiple tpun_servers, perform the following steps:

1. In the EDGE Telephony Device setup for each EDGE installation,set unique Input paths/TCP ports, Output paths/TCP portss,and Telephony server numbers.

Because the AIT TCP port uses an increment of one to calculatethe second AIT TCP port, use care to ensure there is no overlap.We recommend that each EDGE installation use an incrementof at least ten for the AIT port. For example, production EDGEmight use 8200, while test EDGE might use 8210.

Caution! Both EDGE devices must use the same required values for theAdmin link TCP port and Wsapi link TCP port.



2. Copy the tp2un program to a new name for each EDGE it com-municates with. The new name should follow the followingpattern:

tp2unsuffix

3. Copy the tpun_server program to a new name correspondingto the new tp2un script. The suffix added to the tp2un scriptshould be added to the tpun_server name as follows:

tpunsuffix_server

4. Set the Input paths/TCP ports in the UN_DEFAULT variable ofeach copy of the tp2un program to correspond with the EDGEdevice settings.

For example, assume you have two EDGE installations, one produc-tion and one test. The input TCP port specified in the EDGE Tele-phony Device setup for the production system is 8200. The input TCPport specified in the EDGE Telephony Device setup for the test sys-tem is 8210. The tp2un program is copied to tp2untest, which hasbeen modified to use 8210 for the input TCP port. The tpun_server iscopied to tpuntest_server.

To start the two tpun_servers to communicate with the productionand test EDGE installations, enter the following two commands:

tp2un start

tp2untest start.


Davox Call List Management

Call List ManagementThe phone numbers for predictive dialing can originate from anEDGE callset queue or an external source. When agents log in toEDGE to use Davox telephony for predictive dialing, they must spec-ify a callset in their Workstation ID Properties. The callsets determinewhich type of call list management is used. The callsets can be set upin the following ways:

EDGE Call List When using an EDGE call list to provide the phone numbers for pre-dictive dialing, the standard EDGE Callsets configuration is required.Each EDGE callset can contain multiple projects and multiple queues.Agents are assigned to one or more callsets.

Callsets have a one to one correspondence with Davox campaigns;therefore when an agent logs into EDGE, the callsets they areassigned to open the corresponding Davox campaigns. The callrecords in the callset queues are transferred to the call table associ-

Callset with projects and queues

EDGE call list management is used. Thephone numbers in the queues are sent to aDavox trickle call table for dialing.

Callset with one proj-ect and no queues

External call list management is used. Thereare no queues, so EDGE waits for connectmessages, but does not attempt to send callrecords to Davox.



ated with the campaign. If a call table does not exist on the Davoxsystem, EDGE automatically creates it and associates it with the cam-paign; the EDGE callset, Davox call table, and Davox campaign allhave the same name. For more information, see Figure I-1.

EDGE sends calls to the Davox system when the Davox systemrequires them. Because the phone numbers originate from EDGE,when a call is connected to an agent EDGE knows which project toroute the agent to, and which customer’s data to display.

External Call List When using an external call list for predictive dialing, the Davox sys-tem must receive the phone numbers from a source other than EDGE(typically by downloading a call table with records to Davox). Beforeagents log in to EDGE to use a campaign, the call table must be cre-ated on the Davox system, contain records, and be associated with acampaign. Multiple call tables can be associated with a single cam-paign.

Callsets have a one to one correspondence with Davox campaigns,therefore when an agent logs into EDGE, the callsets they areassigned to open the corresponding Davox campaigns. Because nocall records are transferred from EDGE, there can be any number ofcall tables associated with the campaign.

EDGE is only responsible for receiving the calls when they are con-nected to agents. When this occurs, EDGE must route the agent to



the correct project and display the correct customer’s data. This ispossible because Davox always provides certain data including theDavox campaign name and the dialed phone number. EDGE can pro-vide the agent with a screen pop if the following setup requirementsare met:

• The Davox campaign name has a corresponding EDGE callset.The EDGE callset must have only one project defined, and noqueues. This is required to determine to which project toroute the agent when a call is connected. The callset record isread to determine the project.

• The EDGE guide is set up so the connected call has a corre-sponding record in an EDGE database file. This is required toprovide data in the screen pop presented to the agent. Thiscan be accomplished using either of the following methodsor a combination of the two:

Using the EDGE STATUS file

A record in the EDGE STATUS file has a record IDthat corresponds to the dialed phone number.F o r e x a m p l e , t h e r e c o r d I D m i g h t b e9496226200. When a call is received, the STATUSfile is automatically checked for a record with thephone number; if found, EDGE retrieves the asso-ciated record providing call history and queueinformation to the agent.



One way to set the record ID of the STATUS file toa phone number is to specify the phone numberfield in the Assign Call ID from field property dur-ing queue seeding. For information on queues,see the EDGE 7.10 Developer Reference Manual.

Using another EDGE data file

The USER_DATA field that is part of the Davoxcall record is used to pass specific customer infor-mation. This data is available in the EDGE$TP.DATA field when the call is connected andcan be used in a logic flow to read other data filesor perform advanced screen routing. The logicflow should be attached to the first outboundscreen of the EDGE guide.

In this case you would not be required to seedthe calls into EDGE.

Combination method

A combination of the above methods can beused to determine the data to present to anagent in a screen pop. By default, EDGE alwayschecks to see if there is a STATUS file record thatcorresponds with the phone number of the con-nected call. If there is not a match, the wordERROR is copied into the $OLDQUEUE field. Thisfield can be checked in a logic flow, and if it con-tains the word ERROR, the logic flow can use the$TP.DATA mechanism to populate the agent’sscreen.


Davox Campaign Administration

Campaign AdministrationThe administration of the inbound or outbound campaigns can orig-inate from EDGE or occur directly on the Davox Unison system.Which administrative method is used depends on the type of Davoxthat was enabled. For more information, see Table I-1.

For both types of campaign administration, the callsets must bedefined and assigned to agents in EDGE as discussed in the sectionsCall List Management and Agent Assignment.

EDGE Campaign Administration

When using EDGE campaign administration, when agents log in andlog off in telephony mode, the campaigns specified for each agentare opened, closed, or updated from EDGE as necessary. After the ini-tial setup (described in the section Davox Setup), no campaignadministration is required in Davox; EDGE handles it automatically.

External Campaign Administration

When using external campaign management, the campaigns mustbe opened before agents can begin using EDGE in telephony mode,and closed after agents log off EDGE. Typically the campaigns areopened and closed manually using the Unison system. When usingexternal campaign management, an External Call List must be usedas well.


Davox Campaign Administration

Note: If an agent begins executing EDGE telephony commands beforethe campaigns are opened, the agent will receive an error mes-sage -21012, and not be able to operate in telephony mode.


Davox Davox Commands

Davox CommandsTable I-7 shows the commands supported by Davox using each con-figuration option.

Table I-7. Davox TELEPHONY Commands

Command is supported— Command is not supported. Command is partially supported; For information, see the command documentation.

Dav

ox A

vaya

Dav

ox A

vaya

Exte

rnal

Cal

l Lis

tD

avox

Ava

yaN

o Ca

llset

Adm

inD

avox

Nor

Tel

Dav

ox N

orTe

lEx

tern

al C

all L

ist

Dav

ox N

orTe

l N

o Ca

llset

Adm

in

Agent Logoff

Agent Logon

Alternate

Answer — — —

Campaign Resume — —

Campaign Suspend — —

Cancel Conference

Cancel Transfer

Check for a Call

Close Campaign — —




Conference

Dial — — —

Disconnect

Get Records — — — —

Hold



Native Command

Open Campaign — —


Put Records — — — —


Send DTMF Tones ÷ — — —

Set Campaign Options — —


Table I-7. Davox TELEPHONY Commands (continued)


Dav

ox A

vaya

Dav

ox A

vaya

Exte

rnal

Cal

l Lis

tD

avox

Ava

yaN

o Ca

llset

Adm

inD

avox

Nor

Tel

Dav

ox N

orTe

lEx

tern

al C

all L

ist

Dav

ox N

orTe

l N

o Ca

llset

Adm

in

white text



Start Coach

Start Consultation

Start Monitoring


Stop Coach

Stop Monitoring

Transfer

Update Dialer with Callset — —


Wait for a Call

Table I-7. Davox TELEPHONY Commands (continued)


Dav

ox A

vaya

Dav

ox A

vaya

Exte

rnal

Cal

l Lis

tD

avox

Ava

yaN

o Ca

llset

Adm

inD

avox

Nor

Tel

Dav

ox N

orTe

lEx

tern

al C

all L

ist

Dav

ox N

orTe

l N

o Ca

llset

Adm

in


Davox Davox Messages

Davox MessagesMessages used to communicate with Davox are listed in Table I-8.Status messages returned by the TELEPHONY verb commands arelisted in Table I-9.

Table I-8. TELEPHONY Verb Messages for Davox

Telephony Command Unison Call Message X Call Message

Agent Logoff LOGO Not applicable.

Agent Logon LOGN Not applicable.

Alternate INPU F02 STOG

Answer Not applicable. SANS

Campaign Resume OCM_RESUME Not applicable.

Campaign Suspend OCM_SUSPEND Not applicable.

Cancel Conference RES_PROMPT to Confirm Conference? N

Not applicable.

Cancel Transfer RES_PROMPT to Confirm Transfer? N

SDRT

Check for a Call No corresponding message. —

Close Campaign OCM_CLOSE —

Close Link to Hardware No corresponding message. —



Conference INPU F15 (executed twice) SCCF

Dial INPU F07 SCAL

Disconnect INPU F04 SOND (all parties) or SDRP (one party from conference)

Get Records REC_RETURN_REQUEST —

Hold INPU F16 SHLD

Make Agent Available AVAL —

Make Agent Unavailable UNAV/OBRK —

Native Command Depends on termination code sent.

Depends on termi-nation code sent.

Open Campaign OPEN_CAMP, CCR_INSERT, REC_BEGIN

—

Open Link to Hardware VERSION —

Put Records REC_RECORD —


INPU F16 SRTH

Send DTMF Tones INPU F07 DIDI

Table I-8. TELEPHONY Verb Messages for Davox (continued)




Set Campaign Options OCM_SET_USER, OCM_SET_RATIO, OCM_SET_PACING, CCR_INSERT, CCR_REMOVE, CCR_SELECT

—


No corresponding message. —

Start Coach COCH —

Start Consultation INPU F15 (with confer-ence) or INPU F09 (with transfer)

PCOH, SCAL

Start Monitoring MONA (agent) or MONK (trunk)

—



Stop Coach UNCC —

Stop Monitoring MONX —

Transfer INPU F09 (consultative) or INPU F08 (blind)

SXFR, SCXF

Update Dialer with Call-set






Update Telephony Serv-ers


Voice Message Record subcommand

STTR —

Voice Message Stop Recording subcom-mand

STPR —

Wait for a Call No corresponding message. —



Table I-9. Davox Gateway Status Codes

S t a t u sCode

Description

-20001 Unknown command.

-20002 Unable to process command.

-20003 No campaign ID supplied.

-20004 Invalid campaign ID supplied.

-20005 Invalid state for request.

-20006 Invalid campaign name specified.



-20007 No ratio supplied.

-20008 No user parameter value supplied.

-20009 No user parameter name supplied.

-20010 No agents on list.

-20011 Invalid app name specified.

-20012 Value out of range.

-20013 No tac_id supplied.

-20014 No percent abort supplied.

-20015 No recovery rate supplied.

-21001 Bad response to client.

-21002 Invalid message syntax.

-21003 Campaign definition failed.

-21004 OCM open command failed.

-21005 Invalid campaign name.

-21006 Already open or opening.

-21007 Bad reply from OCM on open.

-21008 Invalid application ID.

-21009 Invalid record request message.

Table I-9. Davox Gateway Status Codes (continued)

S t a t u sCode

Description



-21010 Invalid record update message.

-21011 Invalid TAC specified.

-21012 Campaign not open.

-21013 Specified CCR not found.

-21014 CCR table already exists.

-21015 CCR table is in use.

-21016 Campaign is ending.


-22002 Missing required parameters.

-22003 Bad ID.

-22004 CLM not running.

-22005 No contact mode.

-22006 No message buffer.

-22007 Bad user specified.

-22008 Not unique.

-22009 No memory available.

-22010 Bad parameter.

-22011 Failed to enable.


S t a t u sCode

Description




-23984 Phone number not translated (not 10 digits).

-23985 Invalid trunk RID.

-23986 No attribute specified.

-23987 No trunk exists to these specs.

-23988 Invalid trunk state for unavailable.

-23989 Invalid class/attribute pair.

-23990 Resource not owned by you.

-23991 Prior request pending.

-23992 Trunk ID not configured.

-23993 Invalid trunk request ID.

-23994 Invalid workstation resource ID.

-23995 No request ID supplied.

-23996 No client ID supplied.

-23997 No workstation ID supplied.

-23998 No trunk ID supplied.

-23999 Unable to process command due to internal errors.



S t a t u sCode

Description



-24002 Error.


-25002 WSAPI version is invalid.

-25003 Invalid number of parameters.

-25004 Level not within range.Invalid parameter 1.Invalid parameter 2.Invalid parameter 3.Trunk number out of range.Requested agent not found.

-25005 Invalid state for command.Already logged on.

-25006 Invalid logon ID.

-25007 Invalid password.

-25008 Different form name.

-25009 Different record number.

-25010 Different record length.

-25011 Various text. Check the log files for more information.


S t a t u sCode

Description



Davox Call Result Messages

The status codes returned by Davox to indicate the result of a dialedcall are defined on the Davox Unison system. Each campaign canhave its own status codes. Once defined on the Davox Unison sys-tem, these codes can be mapped to EDGE Dialer Status codes tomake it easier to distribute unsuccessful dial attempts to recall or no-recall queues.

-25012 Form is not editable.Agent is not allowed to update.Database update failed.

-25013 Prompt text length invalid.

-25014 Invalid campaign.

-25015 Unable to establish audio path.

-25016 Unable to establish audio path.

-25017 Log off failed.

-25018 Unavailable failed.

-25019 Print server not running.Message lib error.

-25020 Remove attribute error.

-26001 Version negotiation error.


S t a t u sCode

Description




Telephony Events are not supported.


JSER

Overview SER (formerly known as EIS) is a telephony technology for predictivedialing. It also supports other CTI features such as preview dialing,transfers, and conferencing. EDGE adds the computer intelligence toprovide a CTI interface known as the EDGE Telephony Gateway. TheEDGE Telephony Gateway for SER enables the EDGE developer tobuild an integrated voice/data application utilizing the SER tele-phony technology.

The SER predictive dialer system is made up of the following hard-ware components:

• The SER Gateway is a computer that handles the limited SERdatabase. SER’s database uses a concept of call records thatare equivalent to EDGE’s call events.

• The SER Call Processor is specialized hardware that dials thecalls using PBX phone lines.


SER Remote Agent

Remote Agent Remote agent dialing is supported via SER's Enhanced RemoteAgent functionality. This is available from CMG v4.3 and has somespecific hardware requirements. See the Remote Agents section ofthis manual for more details.


• SER Setup.

• SER Messages.


SER SER Setup

SER SetupIn general, the setup steps required to use the EDGE Telephony Gate-way for SER are described in the Setup chapter and the Dialer Setupchapter. However, some specific setup information that only appliesto SER is discussed in this section.

The SER setup is performed on the SER Gateway machine andinvolves the following steps:

• Set Up the Network Communication.

• Set Up the SER Campaign.

The SER system must be configured to properly interface with EDGE.The setup steps required to accomplish this are outlined in this sec-tion. These directions assume that you have a working knowledge ofthe SER Gateway system, and that your SER connection is socket. Forinformation on setting up a serial interface, contact EDGE ProductSupport.

All of the steps in this section should be performed directly on theSER Gateway machine. For assistance with accessing the SER Gate-way system, please contact your SER representative.


SER SER Setup

Set Up the Network Communication

In order for EDGE and SER to communicate, an input socket and anoutput socket must be defined. These are defined on SER in the /etc/services file, and on EDGE in the Telephony Device setup. On the SERGateway machine, the file /etc/services must contain the followingentries:

For an example, see Figure J-1.

Figure J-1. SER /etc/services file

eis_hinp 5001/tcp

eis_hout 5000/tcp

$pg /etc/services

# Network services, Internet style#sestet 11/tcpusers

13/tcpdaytime

netstat 15/tcp

53/tcpnameserver

eis_hinp 5001/tcp5000/tcpeis_hout

# EIS input# EIS output

domain

25/tcpmailsmtp

# name-domain server


SER SER Setup

The values of eis_hinp must correspond with the EDGE socket send-ing the information (the EDGE output socket), and eis_hout mustcorrespond with the EDGE socket receiving the information (theEDGE input socket). For example, if the eis_hout is set to 5000, theEDGE input socket should be set to 5000 to receive the informationsent from SER. The values of eis_hinp and eis_hout should also corre-spond to the values of the environment variables HOST1RCV1 &HOST1XMT1 on the SER Gateway machine.

Set Up the SER Campaign

For each EDGE callset (also known as campaign), there must be a cor-responding SER campaign. The name of the campaign on SER mustexactly match (case-sensitive) the name of the corresponding EDGEcallset.

The SER campaign has properties, listed below, that must to be setup to work properly with EDGE. To save time creating future cam-paigns, it is recommended that a test or default campaign be createdon SER, and used as the template for all future campaigns. Thedefault campaign files can simply be referenced in each new cam-paign when created.

Set Up Agent Station Cross-Reference

The Workstation ID that an agent uses to log into EDGE must bedefined on SER using the option Agent Station Cross-Reference fromthe File Control menu. Any combination of up to four numbers and


SER SER Setup

letters can be used. If the agent stations are serially connected, theport or tty of the agent station is commonly used for the Agent Sta-tion Cross-Reference.

Note: Setting up the Agent Cross-Reference is not required if RemoteAgent is being used.

Set Up the Export Control

The Export Control File defines the format of records returned toEDGE either as not dialed or as non-connects. SER should be config-ured to send data to EDGE in the following format. Although SERcould be set to send additional data, EDGE will not recognize it.Export control is defined from the File Control Menu, Export Controloption. The proper format is the following:

Set Up the Import Control

The Import Control File defines the format of the SER summary callrecord. This specifies the format of the data transferred from EDGE toSER. Note that the phone number is configured to a total of 10 char-

FIELDNAME LENGTH DATA_TYPE

MISC 17 C


SER SER Setup

acters in length. Import control is defined from the File ControlMenu, Import Control option.

To work with EDGE, the following format is recommended:

Set Up the Record Format

The Record File defines the format of the SER summary call recordstored in the .ind file on the SER Gateway machine. This may differfrom the Import Control record layout if there is additional data, notreceived from EDGE, stored. These are not records imported from

INPOS LENGTH FIELDNAME FIELDPOS

0 39 0

1 6 ID 1

7 1 STATUS 1

8 3 AREACODE 1

11 3 PREFIX 1

14 4 TELROOT 1

18 8 CALLDATE 1

26 6 CALLTIME 1

32 8 OPERATOR 1


SER SER Setup

EDGE. Record Format is defined from the File Control Menu, RecordFormat option.

The following format is recommended:

Set Up the Return Field List

The Return Field List defines the format of records returned to EDGEin a connect message. SER should be configured to send data toEDGE in the following format. Although SER could be set to sendadditional data, EDGE will not recognize it. The Return Field list isdefined from the File Control Menu, Return Field List option. To workwith EDGE, the following format is recommended:

FIELDNAME LENGTH DATA_TYPE

ID 6 C

STATUS 1 C

AREACODE 3 N

PREFIX 3 N

TELROOT 4 N

CALLDATE 8 N

CALLTIME 6 N

OPERATOR 8 C


SER SER Setup

START LENGTH

1 19


SER SER Messages

ay Message

esult:req_id

_id:result

SER MessagesMessages used by SER to communicate with EDGE are listed inTable J-1. Status messages returned by the TELEPHONY verb com-mands are listed in Table J-2. Status codes returned from SER to spec-ify the result of each dial attempt are listed in Table J-3.


The following table lists the messages sent to and returned from SERwhen each command is executed:

Table J-1. TELEPHONY Verb Commands for SER

T e l e p h o n y C o m -mand

EDGE to SER Gateway MessageCode

SER to EDGE GatewCode

Agent Logoff DA:campaign:F:req_id DR:cam-paign:agent_st_id:r

Agent Logon No message sent. No response.

Alternate DO:campaign:agent_st_id LR:cam-paign:agent_station

Campaign Resume RE:campaign:N No response.


SER SER Messages

_stat:#_stat_:total_dials:tndoned

:req_id:resul

eassign_st:d

esult:req_id

_st_id:result

cam-ne_num.

ay Message

Campaign Status CS:campaign SR:cam-paign:cam_status:#wait:#_talk:#_in_CPotal_calls:total_aba

Campaign Suspend SU:cam-paign:force_susp:logoff_on_susp

SP:campaign:result

Cancel Conference NN:campaign:agent_st_id FR:campaign:result

Cancel Transfer CT:campaign:orig_agentid:req_id CA:cam-paign:orig_agentidt


Close Campaign CC:cam-paign:force_close:deassign_st:delete_files

CL:cam-paign:force_close:delete_fileL


DA:campaign:F:req_id DR:cam-paign:agent_st_id:r

Conference NT:campaign:agent_st_id RC:campaign:agent

Dial PR:cam-paign:record_count:record_fields or RD:cam-paign:agent_ID:phone_num

No response or RD:paign:agent_ID:pho

Table J-1. TELEPHONY Verb Commands for SER (continued)





SER SER Messages

result

result

_id:result or

ecord_data:tamp

_st_id:result

command.

:req_id

esult:sec_ag

ay Message

Disconnect HG:cam-paign:agent_st_id:N:N:disp_code:::

HU:cam-paign:agent_st_id::

Disconnect Alter-nate

TH:campaign:agent_st_id HT:cam-paign:agent_st_id::

Get Records GS:cam-paign:mark_returned:bypass_marked:record_id or GR:cam-paign:status_code:record_count: mark_returned:bypass_marked

GT:campaign:recordRT:cam-paign:status_code:rdate_stamp:time_s

Make Agent Avail-able

AV:campaign:agent_st_id No response.


AU:campaign:agent_st_id UR:campaign:agent

Native Command Depends on native command. Depends on native

Open Campaign OC:cam-paign:call_processor:init_files:req_id

OR:campaign:result


AA:campaign: agent_st_id:cp_st_id:sec_agent_id:req_id:U

AR:cam-paign:agent_st_id:rent_id:req_id






SER SER Messages

e sent.

hone_num

ay Message

Put Records PR:cam-paign:record_count:record_fields

No response.


CN:cam-paign:camp_type:ans_machine_detec:ch_#:ans_mach_det_type:non_connects:unknown_#:not_in_service:circuit_busy:modem:RNA:busy:aban-doned:rej_record:inv_#:resched_dials:fresh_#:ans_machine

NR:campaign:result


CP:cam-paign:ab_call_rate:ab_call_delay:RNA_count:RNA_delay:busy_count:busy_delay:rest_time:billing_code:ans_mach_count:ans_mach_delay:CP_records_per_agent:resc_per_agent_count

PC:campaign:result


Depends on state of agent and state of campaign.

Depends on messag

Start Consultation DT:cam-paign:agent_st_id:phone_number

TR:cam-paign:agent_st_id:pber:result






SER SER Messages

:req_id:resul

gent:monitor MR:cam-gent:monitod: result

e sent.

:req_id:resul

ne#t:req_id

esult,

t_id:req_id:r

ig_agent_stlt

ay Message

Start Monitoring MM::monitoring_ext::req_id, MA:cam-paign:monitored_agent:monitoring_ag::1:req_id, or RM:cam-paign:monitored_agent:monitoring_ag_phone#:req_id

MT:monitoring_extt, ML:cam-paign:monitored_aring_agent:result, opaign:monitored_aring_phone#::req_i


Depends on state of agent and state of campaign.

Depends on messag

Stop Monitoring CM:monitoring_ext:req_id or CR:monitoring_phone#t:req_id

MN:monitoring_extt or MS:monitoring_pho:result

Transfer TT:campaign:agent_st_id, TA:cam-paign:orig_agent_st_id:dest_agent_st_id:N: Y:req_id:disp_code, or TC:cam-paign:orig_agent_st_id:dest_camp::0:::request_id:disp_code

XR:cam-paign:agent_st_id:rTP:cam-paign:orig_agent_sesult, or TQ:cam-paign:request_id:or_id: dest_camp:resu








SER SER Messages

ay Message

SER Status Messages

The status codes returned to EDGE by SER when an error occurs onthe SER Gateway are shown in the following table:








Table J-2. SER-specific Status Messages

Status Code Description

2000 No error, request processed successfully.

2001 Invalid SHIP message format.

2002 Invalid message type code in a SHIP message.

2003 Not enough fields in a SHIP message.

2004 Invalid campaign ID.

2005 Campaign not defined.

2006 Gateway already handling 20 campaigns per Call Processor.


SER SER Messages

2007 Invalid Call Processor identifier.

2008 Invalid campaign ID in a SHIP message.

2009 Invalid agent station ID in a SHIP message.

2010 Invalid login attempt – station already active.

2011 Invalid assignment of agent to campaign.

2012 Agent station not assigned to the campaign.

2013 Agent station in wrong state for specified request.

2014 ID of agent requesting a call transfer or conference is invalid.

2015 ID of agent requesting a call transfer or conference is not assigned to the campaign.

2016 ID of agent requesting a call transfer or conference is not on a call.

2017 ID of agent requesting a call transfer or conference has already made a request for a transfer or conference.

2018 ID of agent station in a call transfer or conference call request is not recognized.

2019 ID of agent station in a call transfer or conference call is not assigned to a campaign.

2020 ID of agent station in a call transfer or conference call is cur-rently on a call; the no–wait option was specified.

Table J-2. SER-specific Status Messages (continued)



SER SER Messages

2021 ID of agent station in a call transfer or conference already has a request.

2022 Destination campaign in a call transfer or conference call request is not open.

2023 Destination campaign in a call transfer or conference call request has no agents assigned to it.

2024 SHIP message sent to cancel a call transfer request that does not exist.

2025 A Call Processor cannot complete a requested call transfer or conference call.

2026 Invalid telephone number sent for a dial attempt.

2027 Invalid area code sent for a dial attempt.

2028 Summary call record contains the wrong number of charac-ters.

2029 Invalid agent ID in a SHIP message to the host.

2030 Invalid force–off code.

2031 Invalid callback time in a SHIP HG (Hangup Outbound) or PR (Put Record) message.

2032 Invalid callback date in a SHIP PR message.

2033 Invalid disposition code in a SHIP HG message.

2034 Invalid status code in a SHIP HG message.




SER SER Messages

2035 Invalid availability flag in a SHIP HG message.

2036 Agent station specified to be a monitor is already assigned to a campaign.

2037 Agent station serving as a monitor is designated as a target station.

2038 Request ID in a SHIP message exceeds the field length.

2039 Monitoring station in monitor request is already an active agent.

2040 In a SHIP monitor message, the specified agent station is not serving as a monitor.

2041 Invalid value in the Init Files field of a SHIP OC (Open Cam-paign) message.

2042 Invalid value in the For Close field of a SHIP CC (Close Cam-paign) message.

2043 Invalid value in the Deassign field of a SHIP CC message.

2044 A SHIP request to process data aborted because of an error reading the Return Field List.

2045 Campaign already active.

2046 Call Processor specified in a SHIP OC message is not cur-rently active.




SER SER Messages

2047 Agent station specified in a SHIP RM (Remote Monitor Request) or MA (Local Monitor Request) message is already being monitored.

2048 Agent station cannot be assigned because the station and the specified campaign are assigned to different Call Pro-cessors.

2049 EIS Gateway can’t open a campaign file.

2050 Error processing a campaign Import Control file.

2051 Error processing a Campaign Parameters file.

2052 Error processing a Campaign Definition file.

2053 Error processing an Area–Code–to–Time–Zone–Map file.

2054 Resume attempted, or campaign not suspended.

2055 The record already active in database.

2056 Error opening Reject Record file used in record selection.

2057 Error creating a Hash Index table.

2058 Invalid field length in message.

2059 Invalid field value in message.

2060 Record not found.

2061 Message requires Hash Index; Hash Index not configured.

2062 Campaign not active.




SER SER Messages

2063 Not an Inbound campaign.

2064 Invalid trunk number.

2065 EIS Gateway not running.

2070 Invalid action – agent station in wrong state; for example, an attempt to put an agent station on hold although the agent is not making a presentation.

2071 Call Processor Error Code: No campaign assigned.

2072 Call Processor Error Code: No trunk available.

2073 Call Process Error Code: Trunk in wrong state.

2074 Call Processor Error Code: Station in wrong state.

2075 Call Processor Error Code: Station is “on–hook”.

2076 Call Processor Error Code: Unable to set up conference.

2077 Call Processor Error Code: Bad telephone number.

2078 Call Processor Error Code: Bad trunk number.

2079 Call Processor Error Code: Bad station number.

2080 Call Processor Error Code: No recording device present or enabled.

2081 Call Processor Error Code: No recording or playback port available.

2082 Call Processor Error Code: No voice message available.




SER SER Messages

2083 Call Processor Error Code: No recording key, or bad record-ing key.

2084 Call Processor Error Code: Specified station or trunk not recording.

2085 Call Processor Error Code: Arguments are bad or incom-plete.

2086 Call Processor Error Code: SCSI link down.

2087 Call Processor Error Code: Voice board has error condition.

2089 Call Processor Error Code: Unknown Call Processor error.

2090 Record marked as returned was not returned.

2091 Telephone number is in the Call Processor. A dial result of “:non–connected” results in the record being returned to the host in a SHIP RT (Return Record).

2092 Monitor station specified in a Monitor Request is currently a manual monitor.

2093 Monitor station specified in a Monitor Request is currently a local monitor.

2094 Invalid CP station ID.

2095 Campaign in wrong state for specified request.

2096 Trunk is not assigned to third–party trunk pool.

2097 No trunks are assigned to the third–party trunk pool.




SER SER Messages

2098 Trunk is currently assigned to the third party trunk pool.

2099 Trunk is not assigned to Inbound trunk pool.

2100 No trunks are assigned to Inbound trunk pool.

2111 SER: Error Parsing Remote Agent Extension

2112 SER: No Remote stations available for dynamic assignment

2113 SER: Remote agent extension not found in agent station cross-reference

2114 SER: Error Assigning Remote Agent

2115 SER: Remote Agent Dial Attempt - Trunk Error

2116 SER: Remote Agent Dial Attempt - Trunk in wrong state

2117 SER: Remote Agent Dial Attempt - Extension in wrong state

2118 SER: Remote Agent Dial Attempt - Extension Hook Status Error

2119 SER: Remote Agent Dial Attempt - Error with extension

2124 SER: Remote Agent Dial Attempt - Bad Extension

2125 SER: Remote Agent Dial Attempt - Bad Arguments

2126 SER: Remote Agent Dial Attempt - Missing or bad telephone number

2127 SER: Remote Agent Dial Attempt - Request Rejected - No Calls active




SER SER Messages

2128 SER: Remote Agent Dial Attempt - Request Rejected - Active Call

2129 SER: Remote Agent Dial Attempt - Unable to Dial.

2130 SER: Remote Agent Dial Result - RNA

2131 SER: Remote Agent Dial Result - Busy

2132 SER: Remote Agent Dial Result - Fast Busy

2133 SER: Remote Agent Dial Result - High and Dry

2134 SER: Remote Agent Dial Result - Answering Machine Detected

2135 SER: Remote Agent Dial Result - Modem

2136 SER: Remote Agent Dial Result - SIT - Vacant

2137 SER: Remote Agent Dial Result - SIT - Reorder

2138 SER: Remote Agent Dial Result - SIT - All circuits busy

2139 SER: Remote Agent Dial Result - SIT - Changed or discon-nected number

2140 SER: Remote Agent Dial Result - SIT - Unknown

2141 SER: Remote Agent Dial Result - Call Rejected by switch

2142 SER: Remote Agent Dial Result - Switch is returning number

2143 SER: Error Occurred during remote dial




SER SER Messages

SER Call Result Messages

The status codes returned by SER to indicate the result of a dialed callare shown in the following table:.

2144 SER: Error occurred during De-assignment of Remote sta-tion

2145 SER: Agent/Station Type Mismatch



Table J-3. SER Status Codes


A A call was connected on an outbound campaign with inter-active answering machine detection active.

a With interactive answering machine detection active, the agent recognized a live voice and canceled the analysis.

B The dial attempt resulted in a busy signal.

C The record was transferred from one agent to any agent in another campaign. This was a non–queued transfer.

D The record was transferred from one agent to a another specified agent.

d An EIS callback has been scheduled.

I Used for Inbound campaigns only, an incoming call was connected to an agent station.


SER SER Messages

i The dial attempt was incomplete. The telephone did not ring and no connection was made.

l With interactive answering machine detection active, at the same moment that the analyses was completing, the agent recognized a live voice and canceled the analysis.

M The dial attempt was answered by a modem or fax machine.

N Used for Outbound campaigns only, the call was aban-doned.

O Used for Outbound campaigns only, the call was con-nected to an agent.

o With interactive answering machine detection active, the analysis identified an answering machine, but the agent recognized a live voice and canceled the analysis.

P A preview call that was passed to a pre–assigned agent.

p A scheduled preview callback; when the callback time is reached, the call will be passed to a pre–assigned agent.

Q The record was transferred from one agent to any agent in another campaign. This was a queued transfer.

R The dial attempt resulted in a ring no answer.

Table J-3. SER Status Codes (continued)



SER SER Messages

S The dial attempt resulted in a telco SIT stating that the dialed number is not in service. The call was passed to an agent.

s The dial attempt resulted in a telco SIT stating that the dialed number is not in service. The call was not passed to an agent.

T The dial attempt resulted in a telco SIT stating that all cir-cuits are busy. The call was passed to an agent.

t The dial attempt resulted in a telco SIT stating that all cir-cuits are busy. The call was not passed to an agent.

U The dial attempt resulted in a telco SIT stating that the call was not completed for the reason stated in the message. The call was passed to an agent.

u The dial attempt resulted in a telco SIT stating that the call was not completed for the reason stated in the message. The call was not passed to an agent.

X The dial attempt resulted in a telco SIT stating that the dialed number has been changed. The call was passed to an agent.




SER SER Messages


Telephony Events are not supported with SER.

x The dial attempt resulted in a telco SIT stating that the dialed number has been changed. The call was not passed to an agent.

V The call was not dialed because it was invalid, for example because of a bad or blocked area code (for example: 900).




KGenesys

Overview Genesys is a middleware package that provides an application pro-gramming interface (API) called T-server which allows serverprograms such as EDGE to access telephony services provided by aswitch. EDGE uses the Genesys API as a means of communicatingwith switches. For information on the T-Server API, consult yourGenesys documentation.

The EDGE Telephony Gateway for Genesys has been tested with thefollowing switches:

• Avaya Definity

• Nortel Meridian

Any switch supported by Genesys should work, however there maybe slight difference between how these switch interact with EDGE.


Genesys Overview

For more information about how these differences might affectEDGE, please refer to Genesys documentation for your switch.


• Genesys Messages

• Inter-Site Data Transfer

• Genesys High Availability

• Dynamic VDN Registration

• Miscellaneous Data Format

• Miscellaneous Telephony Command

• Genesys Telephony Events


Genesys Genesys Messages

Genesys MessagesMessages used by the EDGE Telephony Gateway for Genesys to com-municate with EDGE and for telephony events are listed in this sec-tion.

Note: For a list of the commands supported with your switch andGenesys, see Table 8-1.


Table K-1 lists the messages sent to Genesys when each command isexecuted:

Table K-1. TELEPHONY Verb Commands for Genesys

Telephony Command EDGE to Genesys Messages

Agent Logoff TAgentLogout()

Agent Logon TAgentLogin()

Alternate THoldCall(), then TRetrieveCall()

Answer TAnswerCall()

Check for a Call No corresponding message.

Close Link to Hardware No corresponding message.



Conference TCompleteConference()

Delete Misc Data TDeleteAllUserData() or TDeleteUser-Data()

Dial TMakeCall()

Disconnect TReleaseCall()

Hold THoldCall()

Make Agent Available TAgentSetReady()

Make Agent Unavailable TAgentSetNotReady()

Miscellaneous Telephony TQueryAddress()

Open Link to Hardware No corresponding message.

Redirect Call TRedirectCall()

Retrieve a Call from Hold THoldCall()

Retrieve IVR Data No corresponding message.

Send DTMF Tones TSendDTMF()

Send User Data TSendUserEvent()

Start Automated Telephony No corresponding message.

Start Consultation TInitiateTransfer() or TInitiateConference()

Table K-1. TELEPHONY Verb Commands for Genesys (continued)




For the status codes returned to EDGE by Genesys, consult yourGenesys and switch documentation.


The unsolicited Telephony Event messages returned to EDGE byGenesys are shown in Table K-2.

Stop Automated Telephony No corresponding message.

Transfer TInitiateTransfer() and TCompleteTransfer()

Update Misc Data TUpdateUserData()

Update Telephony Servers TRegisterAddress

Wait for a Call No corresponding message.

Table K-1. TELEPHONY Verb Commands for Genesys (continued)


Table K-2. Unsolicited Genesys Telephony Events

Telephony Event Genesys Event Type Call State

Agent logged off EventAgentLogout agent logged out

Agent logged on EventAgentLogin agent logged in

Attached data changed EventAttachedDataChanged user data changed



The solicited Telephony Event messages returned to EDGE by Gene-sys are shown in Table K-3.

Call alerting EventRinging alerted (phone ringing)

Call connected EventEstablished connected

Call disconnected EventReleased disconnected

Call held EventHeld held

Call retrieved EventRetrieved retrieved

Call transferred EventHeld and EventReleased transferred

Conferenced EventReleased and EventRetrieved

conferenced

Table K-2. Unsolicited Genesys Telephony Events (continued)


Table K-3. Solicited Genesys Telephony Events


Agent available EventReady available

Agent idle EventNotReady idle

Agent logged off EventAgentLogout logged out

Agent logged on EventAgentLogin logged in



The Telephony events executed by EDGE for Genesys are shown inTable K-4.

Call connected EventEstablished connected

Call disconnected EventReleased disconnected

Call held EventHeld held

Call retrieved EventRetrieved retrieved

Call transferred EventHeld and EventReleased transferred

Conferenced EventReleased and EventRetrieved

conferenced

User Event EventUserEvent user data changed

Table K-3. Solicited Genesys Telephony Events (continued)


Table K-4. Genesys TELEPHONY Verb Events Executed by EDGE

Telephony Command Telephony Event Genesys message

Agent StateCall State

Agent Logoff Agent logged off TAgentLogout Signed off N/A

Agent Logon Agent logged on, and Agent avail-able or Agent idle

TAgentLogin Signed on N/A



Alternate Call held and Call retrieved

THoldCall and TRetrieveCall

N/A retrieved

Answer Call connected TAnswerCall N/A connected


N/A N/A N/A N/A

Conference Call disconnected and Conferenced

TCompleteConference N/A conferenced

Dial Call connected TMakeCall N/A connected

Disconnect Call disconnected TReleaseCall idle or available

disconnected

Hold Call held THoldCall N/A held


Agent available TAgentSetReady available N/A


Agent idle TAgentSetNotReady Idle or wrap-up

N/A


N/A TQueryAddress N/A N/A

Redirect Call N/A TRedirectCall N/A call redirected

Table K-4. Genesys TELEPHONY Verb Events Executed by EDGE (continued)






Call retrieved TRetrieveCall N/A retrieved

Send DTMF Tones N/A TSendDTMF N/A DTMF sent

Send User Data User Event TSendUserEvent N/A user data changed

Start Consultation Call held and Call connected

TInitiateTransfer or TInitiateConference

N/A connected

Transfer (blind) Call held, Call transferred, and Call disconnected

THoldCall, TInitiateTransfer, and TCompleteTransfer

idle or available

disconnected

Transfer (consultative)

Call transferred and Call disconnected

TCompleteTransfer idle or available

disconnected

Table K-4. Genesys TELEPHONY Verb Events Executed by EDGE (continued)




Genesys Miscellaneous Data Format

Miscellaneous Data FormatWhen working with Genesys, miscellaneous data is known as "UserData" and, rather than being a single block of data, it is formatted asa list of key/value pairs. Each value in Genesys has a specific datatype, with EDGE supporting the following data types:

KVTypeString KVTypeInteger KVTypeBinary (see note below:)

Types other than those listed above (including sub-lists) above areignored.

Note: Although values may be received and sent as binary values,EDGE does not handle binary data. Thus you should ensure thatonly ASCII strings are sent to an EDGE agent, even if the datatype is specified as being binary. When sending data, it is notpossible to put non-ASCII data into a binary value.

When receiving data with a call (See Receiving Data with a Call), eachkey/value pair is placed into a separate value of an EDGE variable(either $TP.DATA or a user-supplied variable, depending on usage).Furthermore, each value is separated from the key using the field



separator mark (decimal code 28). Thus, received data might looklike the following:

AccountNum^\12345678^]AccountType^\Gold

When sending data (see "Sending Data with a Call"), the EDGE TELE-PHONY verb accepts data in a simpler format where only values areused, the same format described above, or a more complex formatthat allows for the control of data type encoding.

Simple Data Format

For simple data transfers, EDGE accepts a multi-valued list of valuesand will assign keys in the series L0001, L0002 etc. When receivingdata, EDGE will recognize these keys and remove them before beinghandled by EDGE logic. So, for example, when sending data, EDGEwill accept the following in miscellaneous data:

12345678^]Gold

When sent to Genesys, these two values will be converted as:

L0001 => 12345678L0002 => Gold

When using this format, all values will be sent as strings (KVTyp-eString).



Normal Data Format

The normal format used when sending data is the same formatdescribed above for receiving data - i.e. key/value pairs with the keyand value separated by a field mark. When using this format, eachvalue is encoded as a string (KVTypeString).

Complex Data Format

For more control, EDGE accepts types containing three attributes. Inthis case, the key and value are stored in the first and third attributesrespectively, and the second attribute tells EDGE which data type touse when encoding the value. The data typeis specified as an integerand may be one of the following:

- 0: Default (currently KVTypeString)- 1: String (KVTypeString)- 2: Integer (KVTypeInteger)- 3: Binary (KVTypeBinary)

Note: When receiving data, it is not possible to determine the type ofdata received. All data is converted to strings for handling withinEDGE logic.

Note: Key/value pairs, and key/type/value types may be interchangedas desired. Values without a key name may also be mixed in, butit is not a good idea; if you're guide already handles key/value



pairs, then you should stick with these to allow for better interop-erability between systems, and for the identification of data.

Deleting Data When deleting data (using the TELEPHONY "Delete Misc Data" com-mand), only key names need to be specified. However, data in nor-mal or complex data formats are both accepted as a convenience, asanything after the first field mark of each value is ignored. Althoughdata using the simple format may be deleted, it is not recommend asdetermining the key name/s to use may be difficult

Special Key Names

The Genesys telephony module has special handling for some spe-cific key names, and rather than populating $TP.DATA directly withthese values, they are placed in other EDGE system variables, or arehandled differently. The following keys have special handling whenreceived via Genesys:



Value is stripped of its key name before reaching EDGE logic (see"Simple Data Format").

Table 11-5.

Key Name Variable stored in EDGE

CollectedDig-its

$TP.DIGITS

II-Digits TP.II_DIGITS

(where #### is any number)


Genesys Inter-Site Data Transfer

Inter-Site Data TransferThe EDGE Telephony Gateway for Genesys transfers data transpar-ently between sites that use Avaya Definity switches with the UCIDfeature enabled. This enhancement is available as an alternative tousing the Genesys T-Server to complete the data transfer.

To implement this approach, the originating and destination sitesmust use Avaya Definity switches, the switches must share a com-mon EDGE telephony server, the UCID feature must be enabled onboth sites, and a new environment variable must be set (see Environ-ment Variable). The environment variable points to the directorywhere the user data is preserved while the call is transferred betweensites.

One of the major advantages of the UCID approach is that you nolonger need to preconfigure destination sites in the Genesys AvayaDefinityT-Server. Another advantage is that you no longer use thelocation property to identify the destination.

When UCID is enabled on Avaya Definity switches, the Genesys T-Server returns the connection’s UCID in the Extensions of call events.The Dialing event creates a temporary file where the UCID is a com-ponent of the filename. Then, EDGE writes the user data into the filefrom the Genesys Call event data. Transferring the call triggers theRinging event, which retrieves the user data from the temporary file,



writes the data to Genesys event data, and deletes the temporaryfile.

Note: You can continue using the location property in the EDGE TELE-PHONY verb interface for the Dial, Start Consultation, and Trans-fer commands. This implementation passes the destination tothe Genesys T-Server, which completes the data transfer. How-ever, when you use the location property this way, you need topreconfigure the destination sites in the Genesys T-Server. Referto your Genesys documentation.

Environment Variable

To enable the ability to transfer user data between sites that useAvaya Definity switches, insert the following line in the .profile filelocated in the $EDGE directory after the “#Telephony EnvironmentVariables” comment. Please make a backup of the .profile file beforemodifying it.

Note: This feature is only available for UCID-enabled Avaya G3systems. (Also see Temporary Filename Naming Conventions.)

export TPHNY_TMP_PREFIX ; TPHNY_TMP_PREFIX=<path>/UCID



where:

<path> is the name of the directory under which the data files willbe stored. The <path> must be an absolute path on a shared Net-work File System (NFS). That is, it must begin at the root directory(/) and must be accessible by all participating EDGE systems.

UCID is the prefix of the filename used to save user data.

Temporary Filename Naming Conventions

The UCID number is the middle portion of the temporary filename:

UCID.<UCID number>.data

In the following example, the filename identifies a temporary userdata file for UCID 0102030405060708.

UCID.0102030405060708.data

Determining Call Destination

EDGE does not currently contain the native support to determine thelocation based on the phone number or other available call informa-tion.

To determine the destination based on the phone number or otheravailable call information, write conditional logic or use a databaselookup within the EDGE application. Then, pass the destination in theTELEPHONY verb as a parameter.



The following is an example of how you might use conditional logicto determine the destination location:

IF COMPARE if the value @exten is >= the value "46001" AND COMPARE if the value @exten is <= the value "46999" THEN COPY the value "Irvine" into @loc ELSE COPY the value "Meriden" into @locAlways TELEPHONY device ID setup-device callset IDsetup-callset command transfer store status code inT-statCode store status text in T-statText numberto dial @exten send miscellaneous data arg1 T-misc1miscellaneous data arg2 T-misc2 location @loc


Genesys Genesys High Availability

Genesys High AvailabilityHigh Availability is supported using Genesys Advanced DisconnectDetection Protocol (ADDP) in combination with at least one backupT-Server configured in "warm-standby" mode.

Even if ADDP is not utilized, EDGE telephony servers may still use awarm-standby configuration, however certain network failures willnot be detected.

Note: Note: EDGE does not currently support Genesys in "hot-standby"mode. If backup T-Servers are configured in hot-standby and afailure of the primary T-Server occurs, the switchover to thebackup T-Server will fail and the EDGE telephony server must berestarted.

Configuring Redundancy

In warm-standby mode, the EDGE telephony device needs to be con-figured with any T-Servers that provide a connection to the switch.The method for doing this is described in the chapter "RedundantServers".

Configuring ADDP

In order to use Genesys ADDP, open the General tab for the tele-phony device Connection Tab and set the Interface type to 'addp' asshown on the Telephony Device Connection Tab


Genesys Genesys High Availability

ADDP has the following configuration options, which will be enabledwhen 'addp' has been selected as described above:

- ADDP Timeout (in seconds)- ADDP Remote Timeout (in seconds)

For more information on how these values affect the connection toT-Server, please refer to your Genesys documentation.


Genesys Dynamic VDN Registration

Dynamic VDN RegistrationThe EDGE Telephony Gateway for Genesys provides the followingprocedure to allow you to change the list of VDNs on the switchwithout having to restart the EDGE telephony servers. When you usethis procedure, HBR tasks are able to route calls to extensions associ-ated with these new VDNs immediately.

1. Use the VDN list on the HBR tab to enter and change the list ofVDNs on the switch as shown in Figure K-1.

2. Select the GENESYS telephony device on the Device tab of theTelephony properties page in the EDGE Developer interface asshown in Figure K-2.

3. Click the Update Telephony Servers button on the Device tabas shown in Figure K-2.

As an alternative to using the Update Telephony Servers button, youcan execute a UNIX shell script in an EDGE logic to call tpupdate,which is located in $EDGESYS/bin. This executable updates the tele-phony servers so that they will receive events for the newly enteredVDNs.



Figure K-1. Identifying VDNs on the Switch



Figure K-2. Update Telephony Servers Button


Genesys Miscellaneous Telephony Command

Miscellaneous Telephony CommandThe EDGE Telephony Gateway for Genesys allows you to use theEDGE Miscellaneous Telephony command to send a GenesysTQueryAddress query to Genesys and return a multi-value string tothe agent. The query requests the information specified by the infotype parameter about the telephony object specified by the queueand/or directory number parameters.

Query Syntax Build the following string into your logic when you invoke the EDGEMiscellaneous Telephony command. Note that all command fieldsare required and must be entered in the order shown:

queue ^] directory-number ^] address-type ^] info-type

where:

queue is the directory number of the ACD group for which infor-mation is requested. The queue parameter is only used in agent sta-tus requests, where the info type is 4 (see Table K-6). For querieswhere the info type is not 4, include the ^] multi-value separatorwith or without a value for the queue parameter. For these queries,Genesys ignores the first parameter, if specified.

directory-number is the directory number of the telephony objectfor which information is being retrieved.



address-type is the Genesys value shown in Table K-7.

info-type is the Genesys value shown in Table K-6.

Table K-6. Genesys Info Type Values

G e n e s y sValue Description

0 Address status

1 Message waiting status

2 Association status

3 Call forwarding status

4 Current agent status

5 The number of agents currently logged in a queue

6 The number of agents in a queue currently ready to receive a call

7 The number of calls in a queue

8 The type of an object in question

9 Calls query

10 Send all calls status

11 Queue login audit

12 Number of idle classifiers

13 Number of classifiers in use



14 Number of idle trunks

15 Number of trunks in use

16 Database value

17 Directory number status

18 Queue status

Table K-7. Genesys Address Type Values


0 The telephony object type is unknown.

1 The address is an extension line that does not belong to an ACD group.

2 The address is an extension line that belongs to an ACD group.

3 The address is an ACD queue.

4 The address is a logical point inside the switch where the call resides while waiting to be routed.

5 The address is a trunk.

6 The address is a voicemail channel.

Table K-6. Genesys Info Type Values (continued)




Query Response Syntax

For each Genesys TQueryAddress request, the correspondingresponse is Genesys EventAddressInfo. Use the EDGE TELEPHONYverb to specify the location where the response is stored.

For example, as shown in Table K-8, suppose that the Genesys infotype is 1 (representing Message Waiting). For that info type, an infostatus of 2 would indicate that Executive Message Waiting isactivated.

7 The address is a data channel.

8 The address is an announcement channel.

9 The address is an AT&T Adjunct Switch Application Interface.

10 The address is an ACD group used for domain control of splits. Specific to the G3 switch.

11 The telephony object is a Virtual Soft Phone.

12 The telephony object is a route queue. The behavior of this object includes routing point and queue functionality at the same time.

13 The telephony object is the agent’s ID.

99 The telephony object type cannot be described by any other value provided in this table.

Table K-7. Genesys Address Type Values (continued)




Note: Because the query response does not return the name of the keyin the data portion of the return string, developers should createa table to interpret these data values. See Table 7 in the GenesysT-Server Release 5.1.5 Developer’s Guide.

The response message has the following format:

info-type^]info-status^]data-1^]data-2^]…^]data-n

where:

info-type is the Genesys value shown in Table K-8.

info-status depends on the info type parameter in the response. SeeTable K-8.



data-1…data-n are key-value pairs of attribute extensions that maybe returned depending on the info type of the response. SeeTable K-8 for the format of key-value pairs.

Table K-8. Genesys EventAddressInfo Responses

GenesysInfo-Status Genesys EventAddressInfo Response

Info Type Address Status = 0

0 Idle – There is no relationship between the call and tele-phony object.

1 Origination – A telephony object is requesting a service or is in the process of dialing the necessary digit sequence to initiate a call to another telephony object.

2 Dialing – Dialing is completed.

3 Talking – The telephony object is actively participating in a call.

4 Ringing – An attempt is being made to connect a tele-phony object to a call. It is now up to the device to take some action.

5 Held – A telephony object is inactively participating in a call. This state includes logical participation in a call while physical participation is suspended.

6 Treatment – A telephony object is actively participating in a call that is under treatment at the time of the request.



7 Locked Out – The switch puts a telephony object in this state when it encounters an inter-digit time-out while dialing.

8 Maintenance – The telephony object has been taken out of service and can no longer accept calls or service requests.

9 Available – The telephony object is busy with a call.

10 Vacant – The status of the telephony object is Vacant.

Info Type Message Waiting = 1

0 Activated – Message waiting status is activated.

1 Deactivated – Message waiting status is deactivated.

2 Executive Message Waiting Activated – Executive Message Waiting status is activated.

3 Executive Message Waiting Deactivated – Executive Message Waiting status is deactivated.

4 Message Waiting Not Allowed – Message Waiting and Executive Message Waiting are not allowed.

Info Type Association Status = 2

0 Associated to this session.

1 Associated to another session

2 Not associated

Table K-8. Genesys EventAddressInfo Responses (contin-




3 Association not allowed

Info Type Agent Status = 4

0 Work mode unknown – The agent work mode is unknown or not specified.

1 Agent manual in – The agent has to perform a manual operation to become available. This is a Ready state. (Specific for the G3 switch only.)

2 Agent auto in – The switch control system determines the agent availability. This is a Ready state. (Specific for the G3 switch only.)

3 Agent after call work – If the agent work mode is set to Agent Manual In, this status specifies the condition assigned to the agent after the previous call has cleared and before the agent becomes available to receive the next call. This is a Not Ready state.

4 Agent auxiliary work mode – The agent is not ready to receive calls. This is a Not Ready state. (Specific for the G3 switch only.)

5 Agent no call disconnect mode – The agent work mode is set to a disconnect mode other than the default value. This is a Not Ready state.

Table K-8. Genesys EventAddressInfo Responses (contin-




Example Use the following command to find out how many agents are loggedonto ACD group 4000:

4000^]0^]10^]5

where:

4000 is the ACD group ID.

0 is ignored, since we are querying the ACD group.

10 is the address type for an ACD group.

5 is the info type for the number of agents currently logged in aqueue.

The response message for this query would be similar to the follow-ing: In this example, assume there are two agents logged into theACD, one of the agents is available, and there are 6 calls in the queue.

5^]2^]2^]1^]6

where:

5 is the info type.

2 is the number of agents in the queue.



2 is the number of agents in the queue (note that this information isrepeated).

1 is the number of agents available in the queue.

6 is the number of calls in the queue.


Genesys Genesys Telephony Events

Genesys Telephony EventsThe EDGE Telephony Gateway for Genesys gives you access toselected Genesys events:

Attached Data Changed Event

The Attached data changed event is an unsolicited EDGE telephonyevent that leverages the Genesys T-Server’s EventAttached-DataChanged event.

The Attached data changed event informs the agent when a third-party application changes the user data attached to a call. When theevent is fired, $TP.CALLSTATUS contains the event name, event type,connection ID, and user data.

The EDGE server did not raise an event when attached data waschanged or updated, for example by Interactive Voice Response(IVR). This new event notifies the EDGE client that new data is avail-able to retrieve.

The event is only available when the site uses Genesys T-Server mid-dleware.

EDGE Event Genesys Event

Attached data changed EventAttachedDataChanged

Call alerting EventRinging



$TP.CALLSTATUS Syntax

The following is the syntax of $TP.CALLSTATUS for the Attached datachanged event:

event-name,event-type,connection-id,user-data

where:

event-name is the EDGE event name.

event-type is U (unsolicited).

connection-id is a switch-dependent string that identifies the call.

user-data Prior to EDGE v7.5, user data was stored in $TP.CALLSTA-TUS. EDGE now stores user data directly in $TP.DATA. See Miscella-neous Data Format for details on the format of this data.

In the following example, the Attached data changed event occurredwhen a third-party application changed the user data attached to acall. In this example, the user data comprises a user ID, and the con-nection ID comprises an 8-byte string.

attached data changed,U,000000cf59594099,USERID^\RALPH



Call Alerting Event

Genesys call type information is added in the Call alerting telephonyevent message that Genesys returns to EDGE (see Table K-9). The calltype information is saved in the $TP.CALLSTATUS system variable.

$TP.CALLSTATUS Syntax

The syntax of $TP.CALLSTATUS for the Call alerting event is:

event-name,event-type,call-type,connection-id

where:

event-name is “alerting.”

event-type is U (unsolicited).

Table K-9. Genesys Telephony Events

Telephony EventGenesys Event Type Call State

Call alerting EventRinging alerted (phone ringing)



call-type has one of the following values:

0: Unknown

1: Internal

2: Inbound

3: Outbound

4: Consult

connection-id is a switch-dependent string that identifies the call.

Example

The following is an example of call type information saved in the$TP.CALLSTATUS system variable for the Call alerting event:

alerting,U,1,000000cf59594099

In this example, an unsolicited internal message was received from acall identified by an 8-byte string.


LTelephony Messaging Interface

Overview The Telephony Messaging Interface (TMI) is a software tool thatenables you to build a link between EDGE Telephony Gateway archi-tecture and virtually any third-party telephony device not currentlysupported by EDGE. TMI allows a third-party telephony device toprovide the CTI features to EDGE, while EDGE provides the guide ser-vices.

TMI supports a broad range of CTI features including predictive dial-ing, inbound calling, and preview dialing; some third-party devicesmay not support all of the features described in this document. For alist of supported features, consult your third-party telephony devicevendor.


• TMI Setup.


Telephony Messaging Interface Overview

• TMI Server Communication.

• TMI Messages.

• Call Flow Examples.

• TMI Callset Setup.

• TMI Status Messages.


Telephony Messaging Interface TMI Setup

TMI SetupTo use TMI, a server must be written to interface between the EDGEtelephony servers and the third-party device. This server is termedthe TMI server. Knowledge of C programming, the TMI message set,and the third-party telephony device are required to build the TMIserver. For more information, see the section TMI Server Communi-cation.

Once the server is written, the basic setup steps required to use theEDGE Telephony Gateway must be completed as described in thesection Telephony Setup Steps.

The completed TMI server can be tested using an EDGE environment,or if one is not installed, using theTMI Simulator (see page 536)

Note: The TMI server must be started by the user; EDGE will not attemptto start it. In operations, EDGE always assumes the server is run-ning and waiting to process user requests. For information onstarting the servers, see the section Server Startup.


Telephony Messaging Interface TMI Server Communication

TMI Server CommunicationTMI provides an API to be used to create the TMI server to communi-cate between a third-party telephony device and the EDGE tele-phony servers. The TMI server uses a TCP/IP connection tocommunicate with the EDGE telephony servers. The TMI server com-munication is described in this section and depicted in Figure L-1.

For communicating with the EDGE telephony servers, the TMI servercan use a single socket to send and receive messages or two sockets,one to receive messages and one to send messages. The socketsmust be established using a listening protocol before the EDGE tele-phony servers are started. For communicating with the third-partytelephony device, the TMI server can use any protocol.

Figure L-1. TMI Server Communication

Third-party CTI device

EDGE Client XGUIDE

TMI serverEDGE telephony servers

TCP/IP sockets


Telephony Messaging Interface TMI Server Communication

Server Startup The TMI server is not part of the EDGE set of servers; it must bestarted and terminated separately. The TMI server must be startedbefore the set of EDGE telephony servers is started.

The TMI server can be started by the init process when the UNIX sys-tem is started or booted, or from a terminal. For a description on howto launch the server when the UNIX system is started, see the systemadministrator reference manual for your version of UNIX.

Server Log File The TMI server should be written so that the messages it sends andreceives are written to log files. This will aid in troubleshooting.


Telephony Messaging Interface TMI Messages

TMI MessagesThe Telephony Messaging Interface uses a standard set of messagesto communicate between the TMI server and the EDGE telephonyservers. The messages that are used depend on the design of theagent application and the features supported by the third-party tele-phony device.

Note: Your telephony device may not support all of the message fea-tures described in this section.

TMI Message Format

The basic format of a TMI message is shown in Figure L-2. All TMImessages have the following characteristics:

• An ASCII-based format to eliminate machine byte orderingissues.

• A variable length with a maximum of 640 characters.

• A fixed number of comma-delimited properties.

• A required response.

• A tag identifier. Each message is sent with a tag and allresponses to the message should use the same tag; thisallows the servers to associate the proper response with itsoriginal message.



Figure L-2. TMI Message Format

Summary of TMI Messages

Table L-1 summarizes all of the messages available for TMI. Thesemessages are described in detail in the sections following the table.

Message width

Message(variable # of bytes)

Comma delimiter

Tag ID(variable # of bytes)

Message Properties (comma delimited) (variable # of bytes)

For Example:

, ,

0 0 2 7 H A N G U P , 0 , 4 0 0 1 , 4 7 A C 3 4 1

Table L-1. TMI Message Summary Listing

Message Description

ABORT Shuts down communication between the servers.

AGTSTATS Indicates the change in status of an agent.

ALRT Sent when an incoming call has arrived (phone is ringing) at an agent station or a specific trunk.

ALTNT Alternates between a party on hold and a party on line.



ANSWER Answers a call.

CALLSTATS Indicates the change in status of a call.

CAMPSTATS Indicates the change in status of a campaign.

CHNGWM Makes an agent available or unavailable for calls by setting their work mode.

COACH Allows a supervisor to coach an agent on a call.

COACHSTP Stops the coaching of an agent’s call.

CONF Connects an agent and two callers.

CONFCANC Cancels a conference call if the parties are not yet connected.

CONFIG Sends the configuration parameters defined in the EDGE telephony device to the TMI server.

CONNCT Sent when a call is connected to an agent.

CONSULT Places a caller on hold and establishes a connection to a third party.

CPCLOSE Closes a predictive dialer campaign.

CPOPEN Initiates a predictive dialer campaign.

CPOPT Sets configuration options for the dialer campaign.

CPRESM Restarts a predictive dialer campaign that was previ-ously suspended.

Table L-1. TMI Message Summary Listing (continued)

Message Description



ANSWER Answers a call.

CALLSTATS Indicates the change in status of a call.

CAMPSTATS Indicates the change in status of a campaign.

CHNGWM Makes an agent available or unavailable for calls by setting their work mode.

COACH Allows a supervisor to coach an agent on a call.

COACHSTP Stops the coaching of an agent’s call.

CONF Connects an agent and two callers.

CONFCANC Cancels a conference call if the parties are not yet connected.

CONFIG Sends the configuration parameters defined in the EDGE telephony device to the TMI server.

CONNCT Sent when a call is connected to an agent.

CONSULT Places a caller on hold and establishes a connection to a third party.

CPCLOSE Closes a predictive dialer campaign.

CPOPEN Initiates a predictive dialer campaign.

CPOPT Sets configuration options for the dialer campaign.

CPRESM Restarts a predictive dialer campaign that was previ-ously suspended.


Message Description



CPSTAT Returns the current status of the campaign and writes it to an EDGE log file.

CPSUSP Temporarily stops the dialer from dialing.

GETREC Requests unconnected calls from the predictive dialer.

HB Heartbeat

HANGUP Disconnects a call.

HGPALT Disconnects a call on hold.

HOLD Places a call on hold.

LOGOFF Logs an agent out of predictive dialing campaigns or ACD queues.

LOGON Logs an agent into predictive dialing campaigns or ACD groups.

MISC Passes any command string to the CTI device with-out it being validated by EDGE to ensure it is correct. If the CTI device provides information in response to the command, typically it is passed to an agent in the data field of a RESP message.

MON Allows a supervisor to monitor an agent’s call.

MONACD Begins the monitoring of an ACD queue.


Message Description



MONEXT Begins the monitoring of an agent station. Used after failure recovery.

MONSTP Stops the monitoring of an agent’s call.

MONSTPACD Stops monitoring of an ACD group.

MONTRUNK Begins the monitoring of calls on a specified trunk line.

MONVRU Begins the monitoring of a VRU port.

PREDICTIVE Sends a phone number to be predictively dialed to the third-party telephony device who responds with a RTREQ if the call connects, or a Call Stats if the call does not connect.

PREVIEW Dials a phone number.

RECCANC Cancels the recording of an agent’s phone call.

RECPAUSE Pauses the recording of an agent’s phone call.

RECPLAY Plays a recorded phone call at a specified station.

RECRESUME Resumes the recording of an agent’s phone call.

RECSTOP Stops the recording of an agent’s phone call.

RECSTRT Begins the recording of an agent’s phone call.

REGVDN Begins monitoring of a VDN or extension for host-based routing.


Message Description



REDIRECT Redirects a call to another station or ACD without being answered first.

REQRECS Sent when a dialer needs more call records to dial. This message originates from TMI server.

RESP Sent to indicate the success or failure of a message. This message originates from TMI server.

RETRECS Sent as a response to a GETREC or CPCLOSE, and when a call record is rejected as invalid. This mes-sage originates from TMI server.

RETRIEVE Retrieves a held call.

RTREQ Sent to request a host based routing destination. EDGE responds with a RTSELCT message. This mes-sage originates from TMI server.

RTSELCT Responds to a request for a route destination by specifying an extension or queue for a call.

SEND_DTMF Sends dual tone multi-frequency (DTMF) tones while an agent is on an active call.

SNDREC Sends one or more call events to the dialer.

STPREGVDN Stops monitoring a VDN or extension for host-based routing.


Message Description



Documentation Conventions

This section describes the conventions used to describe the mes-sages and their behavior in this section.

Message Table Syntax

Each of the following tables that describe the messages has a prop-erties column. This column has a series of bullets that describe theproperties for the message. When sending a message each of thesebulleted properties is comma delimited; optional properties that arenot included should have a placeholder comma.

Note: The message properties in the following tables only specify thevariable message properties; the message length, messagename, and tag are also required as shown in Figure L-2.

TRANS Sends a call to another agent, ACD group, or cam-paign, and terminates the call for the originator.

TRSFCANC Cancels a transfer if it is not yet complete.


Message Description



Message Responses

The required response for the messages is described in the introduc-tory paragraph for the table. For example, most messages require aRESP message, and agent messages typically require a AGTSTATSmessage. If a message has a unique response, it is described with thedescription of the message.

Station Number

The station number property used with some of the messages can bewhatever designator is used to identify and login agents. This is thesame value used as the extension in an agent’s workstation ID. Thevalue used and how it is termed depends on the type of third partytelephony device used. For example with CV/LAN this may be anextension or skillset number depending on how CV/LAN is config-ured.

TMI messages can be divided into the following categories:

• Agent Messages.

• Call Messages.

• Campaign Messages.

• Event Messages.



• Miscellaneous Messages.

• Monitoring Messages.

• Recording Messages.

Agent Messages Table L-2 describes the agent messages that can be sent from theEDGE Telephony servers to the TMI server.The TMI server mustrespond with a RESP message; if using telephony events, an AGT-STATS response may also be needed. These messages originate from



EDGE and are either sent automatically using the built-in functional-ity or explicitly by one of the TELEPHONY verb commands.

Table L-2. TMI Agent Messages

Message T E L E P H O N Ycommand

Description Properties

CHNGWM Make Agent Available


Makes an agent available or unavailable for calls by set-ting their work mode.

• The campaign IDs or ACD queues (optional). Separate multiple values with colons.

• The station number.

• The work mode. This can be any alphanu-meric value understood by the TMI server and the CTI device or one of the following:

II - Available inbound implicit.IE - Available inbound explicit.A - Available.U - Unavailable.AW - Unavailable auxiliary workmode.WM - Unavailable wrap-up mode.MB - Unavailable make busy.

• The reason the agent is changing modes. (optional)

• The priority level for unavailable; used pri-marily with predictive dialer systems that support preventing agents from becoming unavailable when it would result in aban-doned calls. (optional)



COACH Start Coach Allows a supervisor to coach an agent on a call.

• The ID of the person coaching.

• The station number of the person coaching.

• The ID of the person to coach.

• The station number of the person to coach.

COACHSTP Stop Coach Stops the coaching of an agent’s call.

• The ID of the person coaching.

• The station number of the person coaching.

• The ID of the person being coached.

• The station number of the person being coached.

Table L-2. TMI Agent Messages (continued)





LOGOFF Agent Logoff Logs an agent out of predic-tive dialing campaigns or ACD queues.

• The campaign IDs or ACD queues (optional). Specify a series of name* type pairs separated by colons. The available types are I for inbound or O for outbound. For example, CAM1*O:CAM2*I:CAM3*O or QU1*I:QU2*I. (ACDs are always set to inbound.)

• The station number.• The logoff level; can be 1 to indicate a normal

logoff or 2 to indicate a forced logoff. (optional)

• The logoff reason. (optional) This can contain any alphanumeric value that can be inter-preted by the TMI server and CTI device or can be one of the following:

1 - Break.2 - Lunch.3 - End of work.4 - Personal reasons.5 - Meeting.6 - Training.






LOGON Agent Logon Logs an agent into predic-tive dialing campaigns or ACD groups.

• The campaign IDs or ACD queues (optional). Specify a series of name* type pairs sepa-rated by colons. The available types are I for inbound or O for outbound. For example, CAM1*O:CAM2*I:CAM3*O or QU1*I:QU2*I. (ACD queues are always set to inbound.)

• The agent ID.


• The station password. (optional)

MON Start Monitor-ing

Allows a supervisor to moni-tor an agent’s call.

• The ID of the person monitoring the call.

• The station number of the person monitor-ing the call.

• The ID of the person being monitored.

• The station number of the person being monitored.

MONST-PACD

— Stops monitoring an ACD group

• The ACD group to stop monitoring






Call Messages Table L-3 describes the call messages that could be sent from theEDGE Telephony servers to the TMI server. The TMI server mustrespond with a RESP message; if using telephony events, a CALL-STATS or AGTSTATS message may also be needed. The call messagesoriginate from EDGE and are either sent automatically using the

MONSTP Stop Monitor-ing

Stops the monitoring of an agent’s call.

• The ID of the person monitoring the call.

• The station number of the person monitor-ing the call.

• The ID of the person to monitor.

• The station number of the person to monitor.

STPREGVDN

— Stops monitoring a VDN/extension for host-based routing.

• The VDN/extension to stop monitoring.






built-in functionality or explicitly by one of the TELEPHONY verbcommands.

Table L-3. TMI Call Messages



ALTNT Alternate Alternates between a party on hold and a party on line.


• The switch-assigned ID of the active call.

• The switch-assigned ID of the held call.

ANSWER Answer Answers a call. • The station number.

• The switch-assigned call ID.

CONF Conference Connects an agent and two callers.



• The phone number to conference into the call. If null, a held third party is added. (optional)

• The switch-assigned ID of the held call. (optional)

CON-FCANC

Cancel Confer-ence

Cancels a conference call if the parties are not yet con-nected.




CONSULT Start Consulta-tion

Places a caller on hold and establishes a connection to a third party.



• Data to send if dialing another agent. (optional) If specified, this data must be sent with every message relating to the call, until the call is disconnected.

• The phone number or operator ID to dial.

• Optional alphanumeric property. Not cur-rently supported.

Table L-3. TMI Call Messages (continued)





HANGUP Disconnect Disconnects a call. • The station number.


• The disposition code indicating the call’s result. (optional)

• The available mode for the agent after the call disconnects. (optional)

• The party to disconnect in a conference call; can be the extension to disconnect, a 1 indi-cating to disconnect the first party added to the call, or a 2 indicating the second party added to the call (optional).

• Callback date and time. Typically used with predictive dialers who support call resched-uling; the format depends on what the dialer supports. (optional)

HGPALT Disconnect Alternate

Disconnects a call on hold. • The station number.


HOLD Hold Places a call on hold. • The station number.

• The switch-assigned ID of the call.






PREDIC-TIVE

— Sends a phone number to be predictively dialed to the third-party telephony device who responds with a RTREQ if the call connects, or a Call Stats if the call does not con-nect.

Note: This message is only used with EDGEdial for TMI.

• The virtual extension number on which the call should be dialed.

• The phone number to dial.

• The access code to make an outbound call on the trunk line. (optional)

• The number of rings before a call is consid-ered a no-answer and is disconnected.

• The value indicating what type of answer-ing machine detection is used; can be one of the following:

0 - Disconnect the call if an answering machine is detected.

1 - Connect the call to an agent if an answering machine is detected.

2 - Do not detect answering machines.

• Data to send with a call; if specified, this data must be sent with every message relating to the call, until the call is discon-nected.






PREVIEW Dial Dials a phone number. • The station number.

• The campaign IDs or ACD queues. Separate multiple values with colons. (optional)

• The phone number or operator ID to dial.

• Data to send with a call if dialing another agent (optional). If specified, this data must be sent with every message relating to the call, until the call is disconnected.

REDIRECT Redirect Call Redirects a call to another sta-tion or ACD without being answered first.


• The phone number, queue, or operator ID to redirect the call to.


RETRIEVE Retrieve a Call from Hold

Retrieves a held call. • The station number.


RTSELCT — Responds to a request for a route destination by specify-ing an extension or queue for a call.

• The route destination for a call.


• Data to send if routing to another agent. (optional) If specified, this data must be sent with every message relating to the call, until the call is disconnected.






Campaign Messages

Table L-4 describes the campaign messages that could be sent fromthe EDGE telephony servers to the TMI server. The TMI server mustrespond with a RESP message. These messages originate from EDGE

SEND_DTMF

Send DTMF Tones

Sends dual tone multi-fre-quency (DTMF) tones while an agent is on an active call.


• The values on a telephone keypad (0-9, *, #) to dial.

TRANS Transfer Sends a call to another agent, ACD group, or campaign, and terminates the call for the originator.


• The phone number, queue, campaign, or operator ID to dial. (optional)


• The switch-assigned ID of the held call. (optional)

• Data to send if dialing another agent. (optional) If specified, this data must be sent with every message relating to the call, until the call is disconnected.

• The disposition code indicating the call’s result. (optional)

TRSF-CANC

Cancel Trans-fer

Cancels a transfer if it is not yet complete.







and are either sent automatically using the built-in functionality orexplicitly by one of the TELEPHONY verb commands.

Table L-4. TMI Campaign Messages



CPCLOSE Close Campaign Closes a predictive dialer campaign.

• The campaign ID.

• The campaign type; can be I for inbound or O for outbound.

• The flag indicating whether to close the campaign immediately or wait for all active calls to complete; can be Y to close immediately or N to wait.

• The flag indicating whether to return all undialed calls to EDGE; can be 1 to return calls or 0 to leave the calls on the dialer.

CPOPT Set Campaign Options

Sets configuration options for the dialer campaign.


• The configuration settings for the callset.



CPOPEN Open Campaign Initiates a predictive dialer campaign.


• The campaign type; can be I for inbound or O for outbound.

• The flag indicating whether EDGE should send call records to be dialed; can be 0 to indicate EDGE sends calls or 1 indicating EDGE does not send calls.

• Optional property used to send values required by the dialer. Consists of three values separated by colons. For more information, see TAC Options.

CPRESM Campaign Resume

Restarts a predictive dialer campaign that was previ-ously suspended.


CPSTAT Campaign Sta-tus

Returns the current status of the campaign and writes it to an EDGE log file.


Table L-4. TMI Campaign Messages (continued)





CPSUSP Campaign Sus-pend

Temporarily stops the dialer from dialing.


• The flag indicating whether to suspend the campaign immediately or wait for all active calls to complete; can be Y to sus-pend immediately or N to wait.

• The flag indicating whether to logoff all agents from the campaign; can be Y to logoff agents or N to leave the agents logged onto the dialer.






Event Messages Table L-5 describes the event messages that could be sent from theTMI server to the EDGE telephony servers. The EDGE servers do notrespond to these messages, but telephony events can be used toperform an action when they are received. For information on tele-

GETREC Get Records Requests unconnected calls from the predictive dialer.


• The number of records to retrieve.

• The record ID to retrieve. Only used if requesting one specific record. The record ID must match the record ID in the SNDREC message. (optional)

• The status of records to be retrieved. (optional)

SNDREC Put Records Sends one or more call events to the dialer.


• The number of records being sent.

• The call records using the following for-mat:

6 byte record ID 10 byte phone numberFor example, aabbcc9496226200.






phony events, see Chapter 10. For a list of the default agent and callstates that can be monitored, see Table 10-1.



Table L-5. TMI Event Messages

Message Event Description Properties

AGTSTATS Agent events

Sent when an agent’s status changes.


• The agent state; can be one of the following:

11 - Agent is Agent logged on.12 - Agent is Agent logged off.13 - Agent is Agent idle.14 - Agent is Agent available.15 - Agent is in Agent wrap-up mode.16 - Agent is in Agent inbound implicit mode.17 - Agent is in Agent inbound explicit mode.18 - Agent is in Agent make busy mode.

• The campaign ID. (optional)

ALRT Call alert-ing

Sent when an incoming call has arrived (phone is ringing) at an agent station or a spe-cific trunk.



• The ANI.

• The DNIS.

• The ACD queue the call came from. (optional)

• The collected digits. (optional)

• The II digits. (optional)

• The data provided by the switch with the call. (optional)

• Unison call flag. Used only with Davox. Should always be set to zero.



CALLSTATS Call events Sent when a call’s status changes.

• The numeric station, virtual station, or exten-sion number.

• The switch-assigned ID of the call. • The call state or reason a predictive call was

disconnected. See Table L-6 for a list of the possible values.

• The campaign ID or data for the call.

Table L-5. TMI Event Messages (continued)




CAMPSTATS — Sent when a campaign’s sta-tus changes.

• The campaign ID.• The campaign type; can be I for inbound or O

for outbound.• The campaign state; can be one of the follow-

ing:

202 - Active.204 - Suspended.206 - Closed.

• The number of agents logged into the cam-paign.

• The number of active calls for the campaign.

CONNCT Call con-nected

Sent when a call is connected to an agent.


• The call type; can be O for outbound predic-tive or P for manually dialed calls.





• The call record ID previously sent with the SNDREC message.

Table L-5. TMI Event Messages (continued)




Table L-6. CALLSTATS Values

Value Description Value Description

1 Call connected. 15 Network congestion.

2 Call disconnected. 16 Call barred.

3 Call transferred. 17 Reorder or denial SIT tone.

4 Conferenced. 18 No circuits available SIT tone.

5 Call held. 19 Unassigned number.

6 Call retrieved. 20 Unknown tone.

7 Modem. Note: Values 7 - 20 are only available if using EDGEdial for TMI.8 Phone number busy.

9 Phone number changed.

10 Phone number invalid.

11 Answering machine.

12 Fax machine.

13 Number out of order.

14 No answer.



Miscellaneous Messages

Table L-7 describes some miscellaneous messages that could be sentfrom the EDGE Telephony servers to the TMI server or sent from theTMI server to the EDGE telephony servers.

Table L-7. TMI Miscellaneous Messages



ABORT — Shuts down communication between the servers. Can be sent from either the EDGE server or the TMI server.

• The numeric status code.

• The text describing the status.

For possible values, see Table L-10 and Table 8-9.

CONFIG — Sends the configuration parame-ters defined in the EDGE tele-phony device to the TMI server. The EDGE server sends this mes-sage automatically when it starts communicating with the TMI server.

• The configuration settings specified in the TMI Config field in EDGE Developer in the telephony device.

HB — Sent periodically to allow the TMI server to check for hung socket connections.

• An internal representation of the cur-rent date/time, separated by a colon (’:’).



MISC Native Com-mand

Passes any command string to the CTI device without it being vali-dated by EDGE to ensure it is cor-rect. If the CTI device provides information in response to the command, typically it is passed to an agent in the data field of a RESP message.

• The command string.


REQRECS — Sent when a dialer needs more call records to dial. This message origi-nates from TMI server.


• The number of records required.

RESP — Sent to indicate the success or fail-ure of a message. This message originates from TMI server.

• The message being responded to.

• The status code; can be 0 for success or a negative value for failure. For possible errors, see Table L-10 and Table 8-9.

• An alphanumeric field that can contain the call ID if responding to a PREVIEW or CONF message, the result of a MISC message, or error text. (optional)

Table L-7. TMI Miscellaneous Messages (continued)





RETRECS — Sent as a response to a GETREC or CPCLOSE, and when a call record is rejected as invalid. This message originates from TMI server.


• The result of any dial attempts on the record.

• The call record ID previously sent with the SNDREC message.

RTREQ — Sent to request a host based rout-ing destination. EDGE responds with a RTSELCT message. This message originates from TMI server.


• The ANI.

• The DNIS.

• The ACD queue the call came from. (optional)



• The data provided by the switch with the call. (optional) If specified, this data must be sent with every message relat-ing to the call, until the call is discon-nected.

Table L-7. TMI Miscellaneous Messages (continued)





Monitoring Messages

Table L-8 describes the monitoring messages that could be sentfrom the EDGE Telephony servers to the TMI server. The TMI servermust respond with a RESP message. These messages originate fromEDGE and are sent explicitly by one of the TELEPHONY verb com-mands.

Table L-8. TMI Monitoring Messages



MONACD N/A Begins the monitoring of an ACD queue.

• The ACD group to be monitored.

MONEXT Start Monitoring Begins the monitoring of an agent station.


MONTRUNK N/A Begins the monitoring of calls on a specified trunk line.

• The trunk ID to be monitored.

MONST-PACD

N/A Stops the monitoring of an ACD queue.

• The ACD group to stop monitor-ing.

MONVRU N/A Begins the monitoring of a VRU port.

• The VRU port to be monitored

REGVDN N/A Begins monitoring of a VDN or extension for host-based routing.

• The VDN/extension to be moni-tored

STPREGVDN N/A Stops monitoring of a VDN or exten-sion for host-based routing.

• The VDN/extension to stop mon-itoring.



Recording Messages

Table L-9 describes the recording messages that could be sent fromthe EDGE Telephony servers to the TMI server. The TMI server mustrespond with a RESP message. These messages originate from EDGEand are sent explicitly by one of the TELEPHONY verb commands.

Table L-9. TMI Recording Messages

Message TELEPHONY command Description Properties

RECCANC Voice Message Cancel Subcommand

Cancels the recording of an agent’s phone call.


• The recording ID.

REC-PAUSE

Voice Message Pause Subcommand

Pauses the recording of an agent’s phone call.



• An optional 15-byte alphanumeric field to pass data to the recorder.

RECPLAY Voice Message Play Subcommand

Plays a recorded phone call at a specified station.




RECRE-SUME

Voice Message Resume Subcommand

Resumes the recording of an agent’s phone call.






RECSTOP Voice Message Stop Subcommand

Stops the recording of an agent’s phone call.



• An optional 15-byte alphanumeric field to pass data that can be saved with the recording to assist in identi-fying it.

RECSTRT Voice Message Record Subcommand

Begins the recording of an agent’s phone call.




Table L-9. TMI Recording Messages (continued)

Message TELEPHONY command Description Properties


Telephony Messaging Interface Call Flow Examples

Call Flow ExamplesThe messages that should be sent and received by the TMI server isdescribed for each of the sample call scenarios. For information onthe messages, see the section TMI Messages.

Inbound Call 1. The agent logs into EDGE Client causing a LOGON message tobe sent by the EDGE servers.

0038LOGON,0,I*4000:I*4010,khp,4004,khp

2. The TMI server responds with a RESP message, indicating suc-cess or failure. If successful the TMI server should also send anAGTSTATS event for each queue indicating the status of theagent is now Logged On.

0029RESP,0,LOGON,0,Successful0022AGTSTATS,0,11,40000022AGTSTATS,0,11,4010

3. The agent is now made available on the ACD queues causing aCHNGWM message to be sent by the EDGE servers.

0029CHNGWM,0,4000:4010,4004,A

4. The TMI server responds with a RESP message indicating suc-cess or failure. If successful, the TMI server should also send anAGTSTATS event indicating the agent status is now Available.

0030RESP,0,CHNGWM,0,Successful



0022AGTSTATS,0,14,40000022AGTSTATS,0,14,4010

5. When a call comes into either ACD queue 4000 or 4010, the callis routed to an available agent. (For example, to agent station4004.) An ALRT message should be sent by the TMI server.

0046ALRT,0,4004,12345,9496226200,4004,4010,,,,0

6. If the agent's available mode is not set to inbound implicit (II),the agent should manually instruct EDGE (for example, byusing a command button in the guide) to send an ANSWERmessage to the TMI server.

0023ANSWER,0,4004,12345

7. The TMI server should respond with a RESP message, indicatingsuccess or failure. If successful, the TMI server should also senda CALLSTATS event indicating the call status has been changedto Connected.

0030RESP,0,ANSWER,0,Successful0029CALLSTATS,0,4004,12345,1,

If the call was answered automatically because an agent was ininbound implicit mode, or if the call was answered manuallyusing the telephone handset, the RESP message should not besent; however, a CALLSTATS message is still required.

8. The agent can process the call using any required messagessuch as conference, transfer, and disconnect.



Preview Dialing 1. The agent logs into EDGE Client causing a LOGON message tobe sent by the EDGE servers.

0025LOGON,0, ,khp,4004,khp


0029RESP,0,LOGON,0,Successful0018AGTSTATS,0,11,

3. The agent instructs EDGE to dial a call (for example, by select-ing a command button in the guide).

0031PREVIEW,0,4004,,9496226200,

4. The TMI server responds with a RESP message indicating suc-cess or failure. If successful, when the target telephone isanswered the TMI server should also send an CALLSTATS eventindicating the call is Connected.

0026RESP,0,PREVIEW,0,123450029CALLSTATS,0,4004,12345,1,

5. The agent can process the call using any required messagessuch as conference, transfer, and disconnect.



Predictive Dialing The messages described in this section relate to using EDGEdial forTMI. This requires both the TMI module and the EDGEdial module tobe enabled.

1. The agent logs into EDGE Client causing a LOGON message tobe sent by the EDGE servers.

0025LOGON,0, ,khp,4004,khp


0029RESP,0,LOGON,0,Successful0018AGTSTATS,0,11,

3. The EDGEdial server sends a request to place a predictive callnow that there is an agent logged in. The call is placed using apredefined virtual extension.

0050PREDICTIVE,0,4009,9496226200,8001,5,0,EDGEDIAL

4. The TMI server responds with a RESP message indicating suc-cess or failure as shown by the following scenarios:

If a failure, it may indicate that the call could not be dialed,for example because all the outbound trunks are in use orthe phone number did not contain the valid number of dig-its.



If successful, the call could have been disconnectedbecause it resulted in a busy signal, a modem, and so on.

Alternatively, if successful, the call could be connected to anagent.

The TMI server should send a CALLSTATS event to indicate theresult of the dial attempt. If the dial attempt results in a con-nect, the TMI server sends a RTREQ message requesting the callbe sent to an agent.

0032RESP,0,PREDICTIVE,0,EDGEDIAL0029CALLSTATS,0,4009,12345,1,EDGEDIAL0045RTREQ,0,12345,4009,9496226200,,,,EDGEDIAL

5. The EDGEdial server responds with a RTSELCT message.

0033RTSELCT,0,4004,12345,EDGEDIAL

6. The TMI server should only send a RESP message when the callhas been routed to the specified agent or queue, in which casea successful RESP message is sent, followed by an ALRT mes-sage.

0027RESP,0,RTREQ,0,EDGEDIAL0049ALRT,0,4004,12345,4009,9496226200,,,,EDGEDIAL,0

Otherwise, if the call could not be routed to the desired agentor queue, a failure RESP message is sent. In this case the callshould be disconnected and the TMI server should send aCALLSTATS message indicating the call was Disconnected.



0070RESP,0,RTREQ,-6012,No agent signed on with the specified extension

0037CALLSTATS,0,4009,12345,2,EDGEDIAL

Alternatively, if the target number (9496226200) disconnectsthe call before the RTSELCT message is sent to the TMI server,the TMI server should send a CALLSTATS message to EDGE indi-cating the call has been disconnected; furthermore, the CTIinterface should send a RESP indicating the RTSELCT was a fail-ure because the call was disconnected.

0037CALLSTATS,0,4009,12345,2,EDGEDIAL0041RESP,0,RTREQ,-10001, No call available

7. If the call is successfully connected to an agent, the agent canprocess the call using any required messages such as confer-ence, transfer, and disconnect.


Telephony Messaging Interface TMI Callset Setup

TMI Callset SetupIn the Callset area of EDGE Developer, only the Admin and Davoxtabs are used with TMI. The settings on the Admin tab are not uniqueto TMI and are described in the section Admin. The settings on theDavox tab have different meanings for TMI and are described in thefollowing section. Only those properties that are available for TMI aredescribed.

Davox Tab The Davox tab allows you to specify parameters for TMI. For TMI, anyvalue can be specified in the three supported fields.



TMI settings



Properties:

TAC Options Sends specified values to the dialer in the CPOPENmessage. The values specified in the properties donot need to correspond with the labels. For exam-ple, a number indicating a pacing value could bespecified in the Agents property.

The values are sent with the CPOPEN message inthe following order:

TAC name, Trunk lines, Agents

Agents Specify any numeric value to pass tothe dialer.

Force Close Not used with TMI.

Trunk lines Specify any numeric value to pass tothe dialer.

TAC name Specify any alphanumeric value topass to the dialer.


Telephony Messaging Interface TMI Status Messages

TMI Status MessagesStatus messages returned by the TMI server are listed in Table L-10.

Table L-10. TMI Status Codes


0 Success; no error. The command completed successfully.

-5003 Agent’s phone busy.

-5007 Command failed.

-5008 Command in progress.

-5009 Critical dialer error.

-5010 Dial failure during preview call.

-5011 Duplicate agent ID.

-5012 Duplicate call ID.

-5013 Duplicate recording ID.

-5014 Exceeded maximum agent limit.

-5015 Exceeded maximum line limit.

-5016 Inappropriate agent state.

-5017 Inappropriate call state.

-5019 Inappropriate state.

-5020 Inappropriate state of target ID.




-5026 Invalid logoff option.

-5027 Invalid monitor status.

-5028 Invalid monitor type.

-5030 Invalid parameter value.

-5044 No such agent ID.

-5047 No such monitor agent ID.

-5053 No such recording ID.

-5057 No trunk available.

-5058 Parameter out of range.

-5059 Play stopped for agent release.

-5060 Record stopped for agent release.

-5062 Target ID same as source.

-5063 Time zone violation.

-5064 Target not available.

-5065 Unrecognizable message.

-5066 VRU in use.

-5067 Warning error.

Table L-10. TMI Status Codes (continued)




-5068 No archive space for recording.

-5069 Duplicate archive record ID.

-5070 Media failure

-6004 Invalid origin value specified for a dial or the agent was not in a valid state to originate a call.



-6012 No agent signed on with the specified extension.


-6028 Unable to allocate a virtual agent.

-6031 Invalid group.

-6036 Unable to connect the trunk to an agent.

-9013 Database error.

-9014 System error.

-9017 Command not supported.

-9025 Operation timed out.

-9027 Error starting server.

-9028 Message too large; the maximum is 640 bytes.





-9037 Invalid message header.

-9038 Invalid message type.

-9403 Error closing socket.

-9404 Connect failed.

-9406 Error opening socket device.

-9407 Error reading from a socket.

-9408 Error writing to a socket.

-10000 No trunks available.

-10001 No call available.

-10002 Invalid access code.

-10003 Invalid number.

-23899 Channel number not set.

-23926 Bad channel.




MEDGEdial Plug-In

Overview EDGEdial is a plug-in for the EDGE Telephony Gateway that providesa software-based predictive algorithm solution. It controls all callactivities in the predictive dialing environment. The EDGEdial Plug-Inintegrates a predictive dialing algorithm (software) with a PBX (hard-ware) to provide call functionality for both inbound and outboundenvironments. The EDGEdial Plug-In is implemented in an environ-ment using a PBX Gateway, that requires predictive dialing. TheEDGEdial Plug-In (with the Systel SoftDial software and hardware)provides the predictive dialing capabilities.

The EDGEdial Plug-In requires an EDGE Telephony Gateway to work.


• EDGEdial Plug-In Module Enable.

• EDGEdial Hardware Architecture.


EDGEdial Plug-In Overview

• EDGEdial Software Architecture.

• General EDGEdial Plug-In Setup.

• Aspect Application Bridge Configuration for EDGEdial.

• CV/LAN Switch Configuration for EDGEdial.

• Server Communication.

• EDGEdial Plug-In Messages.


EDGEdial Plug-In EDGEdial Plug-In Module Enable

EDGEdial Plug-In Module EnableThe EDGEdial Plug-In must be enabled before it can be used. Thegeneral procedure is described in the section Enable the TELEPHONYGateway. The EDGEdial Plug-In has two additional prompts whenyou enable the module.

At the prompt to select a predictive dialing algorithm (as seenbelow), enter the number of the third party predictive algorithm youwill be using.

Select predictive dialing algorithm from the following company:1) AIT Dialer

Enter the dialer (1 or q to quit):

Next, at the prompt to select a CTI link (as seen below), enter the num-ber of the CTI link (PBX gateway) you will be using.

Select CTI link:1) ASAI2) ASPECT3) ASPECT Contact Server4) TMIEnter the CTI link (1, 2, 3, 4 or q to quit):

When EDGEdial is successfully enabled, a record is written to theTPHNY_INTF file with a name that is a combination of the dialer andgateway; for example IMADIALER.ASPECT.


EDGEdial Plug-In EDGEdial Hardware Architecture

EDGEdial Hardware ArchitectureThe EDGEdial Plug-In requires an EDGE server, a EDGEdial PC, andthe telephony gateway system. Table M-1 shows the hardwarerequirements; there are different requirements for each gateway,plus a requirement needed with all gateways. Figure M-1 shows asample configuration used with EDGEdial for CV/LAN. For additionalconfiguration information, consult your EDGE sales representative.

Table M-1. Hardware Components for EDGEdial

Gateway Hardware Components

Aspect The standard Aspect configuration with the addition of the Outbound Application Integration option and an Answer Detection card.

Aspect CS The standard Aspect Contact Server configuration with the addition of the Outbound Application Integration option and an Answer Detection card.

CV/LAN The standard CV/LAN configuration with the addition of a Call Classifier card installed in the PBX.

TMI The third-party telephony device with dialing capabilities.

All Gateways The EDGEdial PC. This is typically configured by Pitney Bowes Software, and shipped with the dialer algorithm software installed. A diskette with the reporting software is included.


EDGEdial Plug-In EDGEdial Hardware Architecture

Figure M-1. EDGEdial Plug-In for CV/LAN Hardware Components

EDGEdial Dialer PC

PBX

CallClassifier Card

EDGE Server

CV/LAN PC (ASAI)

Phone lines

Trunks


EDGEdial Plug-In EDGEdial Software Architecture

EDGEdial Software ArchitectureThe generic EDGE telephony API layer lies above the EDGEdial layeras shown in Figure M-2. The EDGEdial layer blends the predictivealgorithm with PBX functionality through the predictive interfaceand the generic CTI layers. The predictive interface layer sends andreceives predictive functions to the dialer. The generic CTI layer per-forms the dialer requests. In summary, the dialer provides the predic-tive algorithm and campaign management while the PBX providestelephony services for all dialer requests.

Figure M-2. EDGEdial Plug-In Architecture

PredictiveInterface Layer

Generic CTI Layer

EDGEdial LayerEDGE Telephony Servers

Generic Telephony API Layer

Dialer

PBX

PBX Gateway


EDGEdial Plug-In General EDGEdial Plug-In Setup

General EDGEdial Plug-In SetupThe EDGE Telephony Gateway setup steps required to use the EDGE-dial Plug-In are described in the Setup, PBX Setup, and Dialer Setupchapters. The setup information that applies only to the EDGEdialPlug-In is discussed in the following sections:

• Inbound/ Predictive Agent Setup.

• Aspect Application Bridge Configuration for EDGEdial.

• CV/LAN Switch Configuration for EDGEdial.

Inbound/ Predictive Agent Setup

When using the EDGEdial Plug-In, agents can be set up for eitherinbound, or predictive calls, but not both concurrently.

Agents cannot switch dynamically between inbound calling and pre-dictive dialing. To switch, agents must log out of EDGE client, modifytheir workstation ID, then log back in.

Inbound Calling

When an agent is set up for inbound calls, all features of the PBXGateway are available. The options for the agent’s Available modeand Unavailable mode are determined by the PBX Gateway. Forinformation on available modes, see Table 5-1.


EDGEdial Plug-In General EDGEdial Plug-In Setup

If a valid callset is not specified in an agent’s workstation ID, theagent is considered to be set up for inbound calling. Typically forinbound calling, an ACD queue is specified in place of a callset.

Note: If a specified ACD queue uses the same name as a defined callset,it is assumed to be a callset, and the agent is placed in predictivedialing mode.

Predictive Dialing

If a valid callset is specified in an agent’s workstation ID, the agent isconsidered to be set up for predictive dialing.

When an agent is set up for predictive dialing, all features of thedialer are available. The dialer places the agent in the appropriateavailable or unavailable mode automatically; any specified modesare ignored.


EDGEdial Plug-In Aspect Application Bridge Configuration for EDGEdial

Aspect Application Bridge Configuration for EDGEdialTo use the EDGEdial Plug-In with an Aspect switch, some setup stepsare required. For additional information on any step, please consultyour Aspect documentation. Perform the following steps on theAspect system in any order:

• Set the Disconnect Notices field in the Data System Interlinkrecord for the Aspect Application Link to Y, to allow the EDGE-dial Plug-In to receive CDM (Call Disconnect Message) mes-sages.

• Specify a comma (,) as the delimiter for the fields in all mes-sages sent to and from Aspect.

• Configure the 12-byte HEADER field for all Aspect messagesto the IP address of the Data System Interlink.

• Define the local country code. This should match the countrycalling code in EDGE. For information on defining the EDGEcountry calling code, see the section Site Setup in the EDGE7.10 Developer Reference Manual.

• Set phones to be placed in idle automatically. If you insteadselect the Agent available automatic option, disable the Makeagent unavailable on cancel property in the EDGE telephonydevice.



• Create a CCT table to dial the phone number sent by thedialer, then connect it to an available agent specified by thedialer. Table M-2 describes a basic CCT that might be usedwith the EDGEdial Plug-In. This is the minimum that EDGErequires to process a call; there may be additional steps orsubsteps required for your implementation. For more infor-mation on CCT commands, consult your Aspect documenta-tion.

Table M-2. Sample Aspect CCT for EDGEdial Plug-In

Step # Command Attributes Description

1 SELECT TRUNK BY> GROUP NUMBER 34 ON SUCCESS, EXECUTE STEP #3

Searches for an available trunk in trunk group 34.

2 DISCONNECT Disconnects the outbound call if a trunk is not available.

3 DIAL LAST _____DIGITS OR # FROM [$] Dials the number specified in $ variable. The $ variable represents the DIGITS field of the MPCR message.

4 WAIT ANSWER ON ANSWER, EXECUTE STEP #5 Waits for the dialed party to answer. It monitors and interprets the signals and tones resulting from the dialed call. When an answer is encountered, step 5 is per-formed.



5 RECEIVE DATA LINK #1ON NAK, EXECUTE STEP #8

Waits for a CIMR message from the EDGE-dial Plug-In. On a positive acknowledg-ment, step 6 is performed. If there is a negative acknowledgment, step 8 is exe-cuted.

6 EXTENSION NUMBER > OR FROM VARIABLE [A]ON SUCCESS, EXECUTE STEP #7

Attempts to connect the call to the exten-sion specified in variable A of the CIMR message. The data variable used in the CCT is configurable, but must match the Agent ext field specified in the EDGE tele-phony device.

7 SEND CONNECT LINK #>1 SUBTYPE _____ Sends a CCM (Call Connect Message) to the predictive dialing software.

8 CONNECT Sends the voice portion of the call to an agent.

9 DISCONNECT Disconnects the call.

Table M-2. Sample Aspect CCT for EDGEdial Plug-In (continued)

Step # Command Attributes Description


EDGEdial Plug-In CV/LAN Switch Configuration for EDGEdial

CV/LAN Switch Configuration for EDGEdialTo use the EDGEdial Plug-In with CV/LAN, the following should beperformed on the switch console:

• Determine the Number of Trunk Lines.

• Define the Trunk Access Code (TAC).

• Define the Trunk Group COR (Class of Restriction).

• Define the Trunk Group.

• Identify the CV/LAN Link Extension.

• Create and Define Vector.

• Associating the VDN’s to a Vector.

• Define Workstations as Auto Answer and Verify COR Value.

• Setup SIT Tones Management.

Determine the Number of Trunk Lines

The EDGEdial Plug-In requires trunk lines to dial predictive calls.Depending on your business needs, all or some of the trunk lines onthe PBX may be dedicated for predictive dialing. The number of out-bound trunks available for predictive dialing should be between oneand a half (1.5) and two (2) times the number of agents.



Define the Trunk Access Code (TAC)

The trunk access code must be defined on the switch in order toidentify the trunk group to use. There is no limit to the number oftrunk access codes you may define. Each EDGE project can be set upto use different trunk groups to make billing and reporting easier.

Define the Trunk Group COR (Class of Restriction)

The class of restriction must be set to allow outbound dialing. TheCOR value for the trunk group must be greater than or equal to theCOR defined in the CV/LAN link extension. To display the currentCOR settings, enter the following for the COR number associatedwith your trunk group:

Display COR n

The settings recommended by Portarit Software are listed inTable M-3.

Table M-3. Class of Restriction Values

Field Value

COR Number n

COR Description main cor

FRL 0



Can be Service Observed? n

Can be a Service observer? n

Time of day chart 1

Priority Queuing? n

Restriction Override all

restricted call list? n

Access to MCI? y

Category for MFC ANI 7

Send ANI for MFE? n

Hear system music on hold? n

APLT? y

Calling party restriction none

Called party restriction none

Forced entry of account codes? n

Direct agent calling? n

Facility access trunk test? n

Fully restricted service n

Table M-3. Class of Restriction Values (continued)

Field Value



Define the Trunk Group

The trunk group must be set for outbound dialing. The value enteredfor the COR property should match that defined in the CV/LAN linkextension. To display the current trunk group settings, enter the fol-lowing where n is your trunk group number:

Display trunk-group n

The settings recommended by Pitney Bowes Software are listed inTable M-4.

PASTE (Display PBX data on phone)? n

Calling permission0 - 95

yset all to yes

Table M-3. Class of Restriction Values (continued)

Field Value

Table M-4. Trunk Group Values

Field Value

Group number 1

Group name OUTSIDE CALL

Direction two-way



Dial access? y

Queue length 0

Comm type voice

Prefix-1? y

Group type co

COR 1

Outgoing display? n

Busy threshold 99

Country 1

Auth code? n

Trunk flash? n

CDR reports n

TN 1

TAC 8001

Night service null

Incoming destination 4000

Digit absorption list null

Toll restricted? y

Table M-4. Trunk Group Values (continued)

Field Value



TRUNK PARAMETERS

Trunk type loop-start

Outgoing dial type tone

Trunk termination rc

Auto guard? n

Terminal balanced? n

Disconnect supervision-in? y

Disconnect supervision-out? n

Answer supervision timeout 0

Call still held? n

Trunk gain high

Cut-Through? n

Disconnect timing (msec) 500

Sig bit inversion none

RA trunk loss 0db

Cyclical hunt? y

Receive answer supervision? y

TRUNK FEATURES


Field Value



Identify the CV/LAN Link Extension

When there is a live answer to a predictive call, in order to connectthe call to an agent, the call must first be routed to the CV/LAN linkextension. A vector is created using the link extension to perform theroute. The link extension must have a COR value equal to or greaterthan the COR value set for the trunk group. To find the CV/LANextension and its settings, enter the following:

List extension-type

Find the CV/LAN extension. Verify the value in the COR column isequal to or greater than the COR value set for the trunk group.

ACA assignment? n

Abandoned call search? n

Suppress # outpulsing? n

Measured none

Data restriction n

Maintenance tests? y


Field Value



Create and Define Vector

The vector logic must begin with an ASAI adjunct route request tothe CV/LAN link extension to inform EDGE that a call has a liveanswer and that it is waiting for EDGE to select an agent for the call.EDGE asks the dialer for an available agent. The dialer informs EDGEto transfer the call to a specific available agent. EDGE issues an ASAIroute select capability with the destination address set to the agent’sextension back to the PBX Gateway. The PBX routes the call to theagent. To display the vector settings, enter the following:

Display vector n

The first logic line must be the adjunct routing link as follows:

adjunct routing link <ASAI link ext>

Associating the VDN’s to a Vector

The vector logic must be associated with each VDN used for predic-tive dialing. The maximum number of vectors and VDNs dependsupon the switch. For more information, refer to your switch docu-mentation. To display which vector is used with each VDN, enter thefollowing:

Display VDN n

Define Workstations as Auto Answer and Verify COR



Value

Set the agent’s station to auto answer on the switch for optimal per-formance. If the agent’s station is not set to auto answer, the switchrings the agent’s phone when the predictive call transfers to theagent. The agent has to answer the call manually or through EDGElogic causing possible voice delays. To display the auto answer set-ting for each station, enter the following:

Display station n.

Pitney Bowes Software recommends the auto answer property is setto all.

Setup SIT Tones Management

Set the SIT tones on the switch for optimal performance. This willallow the switch to drop calls which do not reach a live person. Todisplay the SIT tone settings, enter the following:

Display SIT-treatment



The settings recommended by Pitney Bowes Software are listed inTable M-5.

Table M-5. SIT Tone Values

Field Value

SIT ineffective other dropped

SIT intercept dropped

SIT no circuit dropped

SIT reorder dropped

SIT vacant code dropped

SIT unknown answered

AMD treatment dropped

Pause duration (seconds) 2.0

Talk duration (seconds) 1.5


EDGEdial Plug-In Server Communication

Server CommunicationThe EDGEdial Plug-In requires that the EDGE telephony servers com-municate with both the PBX Gateway and the dialer as shown inFigure M-3. EDGE serves as the intermediary between the dialer andthe PBX because they cannot communicate with each other directly.

Figure M-3. EDGEdial Plug-In Communication

EDGE Telephony Servers; guide, switch, and database

tpas_server

tpsd_server

Dialer

PBX

XGUIDE

EDGEdial for CV/LAN

TMI server EDGEdial for TMI EDGEdial for Aspect



The following are discussed in this section:

• tpsd_server.

• Message Flow.

For information on the other servers shown in the diagram, see thesection Telephony Servers.

tpsd_server The tpsd_server is used by the EDGEdial Plug-In to communicatebetween the dialer and the generic set of telephony servers asshown in Figure M-3. This server is provided with EDGE, and isstarted automatically with the set of telephony servers.

The tpsd_server forks two processes, one to receive messages fromthe dialer, and one to send messages to the dialer. The processeshave the same name because they are forked, but the process IDnumber for each tpsd_server is different.

The tpsd_server resides on the EDGE server. The messages for thetpsd_server are written to three log files described in the sectionTelephony Logs.

Message Flow This section describes some examples of agent message flow for pre-dictive dialing using Aspect, CV/LAN, or TMI. Because CV/LAN andTMI use an intermediary server (tpas_server or TMI server) betweenEDGE and the PBX, there are typically more steps for the messages.



Agent Logon Example for EDGEdial for Aspect

When an agent logs on for predictive dialing with the EDGEdial Plug-In, the following messages are sent:

1. The agent’s XGUIDE process sends a login message to theguide server.

2. The guide server sends the message to Aspect. Aspect per-forms an agent logon.

3. Aspect sends a message to the switch server that the agent issuccessfully logged in.

4. The switch server sends a message to the guide server request-ing that the agent be logged on to the dialer.

5. The guide server sends a message to the tpsd_server. Thetpsd_server communicates with the dialer to request an agentlogon.

6. The dialer sends a message to the tpsd_server that the agent issuccessfully logged in.

7. The tpsd_server sends this message to the agent’s XGUIDE.



Agent Logon Example for EDGEdial for CV/LAN or TMI

When an agent logs on for predictive dialing with the EDGEdial Plug-In, the following occurs:

1. The agent’s XGUIDE process sends a login message to theguide server.

2. The guide server sends the message to the tpas_server or TMIserver. The tpas_server or TMI server communicates with thePBX via the ASAI protocol to request an agent logon.

3. The PBX sends a message to the tpas_server or TMI server thatthe agent is successfully logged in.

4. The tpas_server or TMI server sends this message to the switchserver.

5. The switch server sends a message to the guide server request-ing that the agent be logged on to the dialer.

6. The guide server sends a message to the tpsd_server. Thetpsd_server communicates with the dialer to request an agentlogon.

7. The dialer sends a message to the tpsd_server that the agent issuccessfully logged in.

8. The tpsd_server sends this message to the agent’s XGUIDE.



Make Agent Available Example

When an agent becomes available for predictive dialing with theEDGEdial Plug-In, the following occurs:

1. The agent’s XGUIDE process sends an agent available messageto the guide server.

Note: The guide server determines whether the agent has specified avalid callset in their workstation ID. If a valid callset was speci-fied, the agent is made available on the dialer. Otherwise, theagent is made available for inbound calling for the telephonygateway, and is not available for predictive dialing.

2. The guide server sends a message to the tpsd_server. Thetpsd_server communicates with the dialer to request the agentbe made available.

3. The dialer sends the tpsd_server a message that the agent isavailable.

4. The tpsd_server sends this response to the agent’s XGUIDE.

Note: If an agent was not logged out properly, they may not be able tolog back in. One method of releasing the agent is by using theNative Command.


EDGEdial Plug-In EDGEdial Plug-In Messages

EDGEdial Plug-In MessagesThis section discusses messages sent or returned by the EDGEdialPlug-In.


The messages sent to and returned from the EDGEdial Plug-In whenthe TELEPHONY verb is used vary depending on the telephony gate-way used with the Plug-In. See the appendix for the EDGE telephonygateway you are using with the Plug-In.

EDGEdial Plug-In Status Messages

The status codes returned to EDGE when an error occurs with theEDGEdial Plug-In vary depending on the source of the error. Errorsare returned from either the PBX Gateway or the dialer.

Note: The tables in this section only document the errors related tofailed predictive dial attempts.

Table M-6 describes the errors that can occur if the CV/LAN Gatewayfails when dialing a predictive call:



lt

this, EDGE sends a message to the de set to CIRCUIT_Bins the call record

this, EDGE sends a message to the de set to OTHER. Th call record to ED


Table M-6. EDGEdial for CV/LAN Call Failure Status Codes

S t a t u sCode

Cause Value Error Description Error Resu

2 C_RESUNAVL Resources to fulfill service are not available. The switch cannot obtain a time slot or other internal resource with which to place the call.

To handle call_failurecause valudialer retaaled.

3 C_FACUNSUB Capability is implemented, not subscribed to, by the requestor. Service or option not subscribed/provisioned.

To handle call_failurecause valureturns the

44 C_NO_TRUNKS No trunks available to dial the call. To handle call_failurecause valudialer retaaled.





lt

Table M-7 describes the details of the errors that can occur if theAspect Gateway fails in dialing a predictive call. The following are themost command types of errors:

• A Call Disconnect Message (CDM) is sent when there are notrunks available to dial a call or when Aspect detects a SIT orother situation that is specified as disconnect in the Settingbits for ANS_MAP property.

• A Make Predictive Call Request Response (MPCRR) is sent forall other predictive call failures.

33 C_CALL_REJECTED Call rejected. Attempting to use a trunk access code to access a PRI trunk.

To handle call_failurecause valudialer retaaled.

45 C_NO_CLASSIFIERS No classifiers available. To handle call_failurecause valudialer retaaled.

Table M-6. EDGEdial for CV/LAN Call Failure Status Codes (continued)

S t a t u sCode

Cause Value Error Description Error Resu



Table M-7. EDGEdial for Aspect and Aspect Contact Server-Call Failure Status Codes

Message Value Dialer Code Description

CDM NANS_01 21 SIT 1 detected. The call is sent to an agent or disconnected depending on the bit set for IC Intercept code in the Setting bits for ANS_MAP property.

CDM NANS_02 24 SIT 2 detected. The call is sent to an agent or disconnected depending on the bit set for VC Vacant code in the Setting bits for ANS_MAP property.

CDM NANS_03 1 SIT 3 detected. The call is sent to an agent or disconnected depending on the bit set for the NCe No circuit-inter-lata in the Setting bits for ANS_MAP property.

CDM NANS_04 6 SIT 4 detected. The call is sent to an agent or disconnected depending on the bit set for the ROe Reorder-inter-lata in the Setting bits for ANS_MAP property.



CDM NANS_05 24 SIT 5 detected. The call is sent to an agent or disconnected depending on the bit set for the IO Ineffective other in the Setting bits for ANS_MAP prop-erty.

CDM NANS_06 20 SIT 6 detected. The call is sent to an agent or disconnected depending on the bit set for the ROa Reorder-intra-lata in the Setting bits for ANS_MAP property.

CDM NANS_07 1 SIT 7 detected. The call is sent to an agent or disconnected depending on the bit set for the NCa No circuit-intra-lata in the Setting bits for ANS_MAP property.

CDM NANS_09 9 No answer is detected. The call is sent to an agent or disconnected depend-ing on the bit set for the No voice in the Setting bits for ANS_MAP prop-erty.

Table M-7. EDGEdial for Aspect and Aspect Contact Server-Call Failure Status Codes (continued)




CDM NANS_13 5 An answering machine is detected. The call is sent to an agent or discon-nected depending on the bit set for the Beep tone failed in the Setting bits for ANS_MAP property.

CDM NANS_17 5 An answering machine is detected. The call is sent to an agent or discon-nected depending on the bit set for the Human voice with AMD (shorter delay) in the Setting bits for ANS_MAP property.

CDM NANS_32 6 A call failure occurred. There was no tone or voice received within 10 sec-onds after dialing.

CDM NANS_33 9 A RNA timeout occurred because there was no answer.

CDM NANS_40 5 The call was answered by an answer-ing machine.

CDM NANS_41 1 A busy tone was detected.

CDM NANS_42 1 A fast busy tone was detected.





CDM NANS_43 20 A number unobtainable tone was detected; not used in North America.

CDM NANS_44 4 A modem or fax machine answered the call.

CDM NANS_66 1 An ISDN cause 17 indicating the user is busy was detected.

CDM NANS_67 9 An ISDN cause 19 indicating there is no answer was detected.

CDM All others 30 Another error occurred and the call was disconnected.

MPCRR V 30 Unable to allocate a virtual agent; there are no agents available to take the call.

MPCRR B 30 Invalid values for the Setting bits for ANS_MAP property or the Setting bits for AD_PARAM property.

MPCRR C 30 Invalid CCT number specified in the Trunk Access Code property.

MPCRR I 30 Invalid digits specified in the Max rings property, the AMS delay prop-erty, or the COUNTRY code.





Table M-8 describes the errors that can occur if the TMI third-partytelephony device fails when dialing a predictive call:

MPCRR M 30 Invalid setting for the Answer mode property.

MPCRR N 30 Error while processing the request; typically indicates outbound integra-tion is not enabled on the Aspect sys-tem.

MPCRR R 30 Invalid value in the ROUTE field.



Table M-8. EDGEdial for TMI Call Failure Status Codes


-10000 No trunks available.

-10001 No call available.

-10002 Invalid access code.

-10003 Invalid phone number.



EDGEdial Plug-In Call Result Messages

Status codes identify the result of a dialed call. These codes can bemapped to EDGE Dialer Status codes to make it easier to dispositionunsuccessful dial attempts to recall or no-recall queues. For a list ofstatus codes returned by the EDGEdial Plug-In, see Table M-9.

Table M-9. EDGEdial Plug-In Call Result Codes


A Answering machine.

B Busy.

C Telephony number changed.

D Call failure.

F Fax.

M Modem.

N No answer.

O Telephone number out of order.

R Call rejected.

a Abandoned call.

b Incoming calls barred.

d Duplicate telephone number.

i Call interrupted by host.




The Telephony Event messages returned to EDGE or executed byEDGE vary depending upon the telephony gateway used with theEDGEdial Plug-In. See the appendix for the EDGE telephony gatewayyou are using with the EDGEdial Plug-In.

u Telephone number unobtainable.

x Other.

Table M-9. EDGEdial Plug-In Call Result Codes (continued)



Index

Symbols

$INERR screen, 111$RECORDING.CHANNEL, 130$TP.CALLHISTORY data, 490$TP.DATA field, 377, 404, 418$TP.IMITATE field, 287$TP.INEXT field, 287$TP.OUTEXT field, 287

Numerics

0xaba00021, see Guide server queue.0xaba00022, see Database server queue.0xaba00023, see Switch server queue.0xaba00025, see Client queue.0xaba00026, see Data server queue.0xaba00027, see Host-based router queue.0xaba00028, see Alternate database server queue.0xaba00029, see EDGEdial server queue.


Index

A

Abandon rate, see Nuisance rate.ACD, 649ACD groups, 265, 640, 649

auto-in sequence, 76auxiliary sequence, 75logon sequence, 74manual-in sequence, 76wrap up sequence, 76

Admin Link TCP port, 81Agent logoff command, 302Agent logon command, 306AIT TCP port, 82Alias, 116, 130Allow TSR into guide without operator access record, 103, 105alt_dbase.log0, 479Alternate command, 308Alternate database server, 42Alternate phone number selection, 150–165

alternate dial type, 153, 161, 178, 228, 256alternate phone number, 179callback, 179starting index, 180which alternate number, 159–161, 180, 257

ALTINDEX field, 151, 164ALTPHONE field, 151, 180ANI field, 69ANI, see Automatic Number Identification.Answer command, 310Appendix I, Genesys, 6


Index

Architectureintegration, 44server, 24software, 22

asai.log0, 657ASCII standard error, 504Aspect components

ANI field, 69callcenter address, 60collected field, 69data fields, 607, 619DNIS field, 70switch login ID, 123, 130switch login password, 123, 130

Auto startup, 262, 270Auto-Dial screen, 263, 270–279, 494Auto-In Sequence, 76Automatic call distribution module, see ACD.Automatic Number Identification, 11, 262, 268, 271, 448Auto-Receive screen, 260–266, 493Auxiliary sequence, 75Available mode, 118, 130

inbound explicit, 76inbound implicit, 76

B

Blended callingoverview, 19


Index

C

Call Center screen, 103, 271, 493Call control tables

collected field, 608overview, 603with direct IVR interface, 604with host-based routing, 604, 608–609with IVR-API, 609with project selection, 604, 606

Call ID is phone number, 169Call result messages

Davox related, 714EDGEdial-related, 868EIS-related, ??–742SER-related, 739–??

Callcenter address, 60CallPath

communication, 639–640remote setup, 640–641setup, 642

Callset administration, 166–181Callset administration options

EIS 1 dialer options, 209–220EIS 2 dialer options, 220–224projects, 225queues, 227–233

Callset area, 166CALLSET file, 486, 543–557Callsets, 146–149

auto shutdown, 174


Index

auto startup, 176callback time limit, 169callset mix type, 169–174maximum calls in dialer, 175maximum download size, 175minimum calls in dialer, 175overview, 147–148packet size, 176packet size type, 176–178

CallVisor MAPD support see Lucent MAPD support.CallVisor Server, 33Campaign resume command, 312Campaign status command, 314Campaign suspend command, 318Cancel conference command, 320Cancel transfer command, 322Check for a call command, 266, 276, 323CLEANTMP utility, 292Client queue, 42, 266, 274, 276–277Close campaign command, 325Close link to hardware command, 327Coded project

default mapping, 111overview, 110setup, 111

Collected digits, 453Collected field, 69, 604, 608Computer Telephony Integration, 12Conference command, 329Configuration command, 102CONSOLE variable, 438, 600


Index

Conversant VRU, 34collected digits, 453

CTI, see Computer Telephony Integration.Customer Care, 7

D

daemon.log0, 479Data fields, 607, 619Data server, 34, 35

log file, 479Data server queue, 42Database server, 25, 42, 267, 275–277Database server queue, 42, 267, 275–277Davox concepts

agent assignment, 677call modes, 682call scripts, 674call tables, 674call types, 680campaign flow, 673termination codes, 678Unison calls, 680X calls, 680

Davox servers, 34, 690–696Davox setup

agent recalls, 679applications, 683call scripts, 683call tables, 688callback scheduling, 679


Index

campaign flow, 673disposition code definition, 81download definition, 686forms, 683termination codes, 81, 689upload definitions, 686users, 687

dbase.log0, 479Deassign all agent stations, 214Default mapping, 111DEST_QUEUE field, 165Device

setup, 56–76Device communication

delay between retries, 62heartbeat rate, 68input TCP ports, 60, 658, 659, 695interface type, 59maximum retries, 62output TCP ports, 61, 658, 659

Device type, 59Dial command, 334Dialed Number Identification Service, 11, 14, 47, 110–112, 267Dialer disposition code, 417Dialer Gateways definition, 521Dialer Message screen, 111, 493DIALER queue, 276DIALER queue setup, 144Dialer status code, 255, 257DIALER_STATUS file, 255, 486, 558


Index

Dialing area code, 78Dialing extra digits, 78Disconnect alternate command, 344Disconnect command, 338Display host-based router information, 54DNIS field, 70DNIS, see Dialed Number Identification Service.ds.account.log0, 479DUMP_TELEPHONY_ARGS, 503

E

EAS, see Expert Agent Selection.EDGE Client trace, 503EDGE Customer Care, 7EDGE Product Support, see Portrait Software Customer Care.EDGEdial Plug-in

agent setup, 840–841architecture, 837–839Aspect switch configuration, 842–844Lucent G3 switch configuration, 845–853setup, 840–853

EDGEdial server, 38EDGEdial server queue, 42EDGEdial.log0, 482EDGEdialrcv.log0, 482EDGEdialsnd.log0, 482EDGEO.INI file, 135, 136EIS 1 dialer options, 209–220EIS 2 dialer options, 220–224EIS campaign options

abandoned call, 211


Index

ans mach detection type, 211answering machine, 211busy, 212campaign type, 213changed numbers, 213circuit busy, 214enable answering machine detection, 214fresh number, 215invalid number, 215modem, 216no connects, 216number not in service, 217rejected record, 217rescheduled dial attempt, 218ring no–answer, 218suppress campaign out of call message, 224unknown number, 219

EIS campaign parametersanswering machine count, 222answering machine delay, 222billing code, 212busy count, 222busy delay, 222call processor ID, 213call processor records per agent, 222no–answer count, 223no–answer delay, 223no–answer time, 223nuisance delay, 223


Index

records per agent, 223rest time, 223

EIS campaignsAgent station cross-reference, 720Export control, 721Import control, 722Record format, 723Return field list, 723

EIS configuration, ??–723EIS setup, 720eis_hinp, 719eis_hout, 719Enable coded selection, 105Enable telephony, 49Enhanced alternate phone number selection, 157–165Environment variable

DUMP_TELEPHONY_ARGS, 503Environment variables

CONSOLE, 438, 600FLUSH_SOCKETS, 657, 694MAX_LOGFILE_SIZE, 478, 600, 657, 695STAT_INTERVAL, 482, 600TMI_CALLID_REQUIRED, 600TPHNY_CONSULT_PATH, 600, 607, 619TPHNY_LOG_PATH, 477, 600

Error messages, see Status messages.Event Bridge software, 64, 604–605Expert Agent Selection

user login setup, 120Expert Agent Selection system, 649


Index

Explicit command execution, 10

F

Files used by TelephonyCALLSET, 486, 543–557DIALER_STATUS, 486, 558ISDNINDEX, 113, 267, 486, 559PDW_QUEUE, 277, 347, 486, 560PDW_XFER, 487, 561STATUS, 151, 154, 169, 180, 487, 562–564TPHNY_DEV, 487, 565–579TPHNY_EVENT, 488TPHNY_INTF, 51, 488, 580–592TPLOG, 488, 596–598

Filter ad hoc ID, 255FLUSH_SOCKETS variable, 657, 694

G

GenesysAttached data changed event, 776–777Call alerting event, 778–779dynamic VDN registration, 763–765Genesys messages, 745–751Genesys server redundancy, 495–501inter-site data transfer, 757–760Miscellaneous Telephony command, 766–775

Get message on preview connects, 175Get records command, 346Glossary, 513–541Guide server, 26, 42, 275–276


Index

Guide server queue, 42, 265, 274, 275guide.log0, 480

H

Hardware configurations, 716hbr.account.log0, 480Hold command, 348HOST1RCV1, 720HOST1XMT1, 720Host-based routing

call control table, 604, 608–609default account, 87enable DNIS mapping refresh, 87host-based router server, 35message queue, 42multithreaded, 450overview, 15, 448process, 452server, 450server creation, 457server log file, 480server restart, 87setup, 454–458task creation, 454tphbr_server process, 450, 457, 459

I

Implicit command execution, 10Inbound calling

overview, 14


Index

Inbound explicit, 76Inbound implicit, 76init process, 784Inter-process communication servers, see IPC servers.IPC servers, 24, 526ipcrm command, 443ipcs command, 44ISDNINDEX file, 267, 486, 559IVR gateway server, 35ivr.log0, 481IVR-API

call control table, 609log files, 481retrieve VRU data command, 384

ivrrcv.log0, 481ivrsnd.log0, 481

L

List enabled telephony gateways, 49Location of log files, see TPHNY_LOG_PATH variable.Log files

alternate database server log, 479asai log, 657daemon log, 479data server log, 479database server log, 479default size, 477, 657, 695EDGEdial log, 482EDGEdial receive log, 482EDGEdial server send log, 482guide server log, 480


Index

host-based router server log, 480ivr server log, 481ivr server receive log, 481ivr server send log, 481message queue log, 481moving, 29–32, 478naming convention, 477overview, 477path for fatal errors, 29requeue log, 481setting maximum size, 29–31, 65STAT_INTERVAL variable, 482statistic log, 482switch server log, 483tpadmin log, 483TPHNY_LOG_PATH variable, 477tpunison server log, 483twsapi log, 483wsapi thread logs, 484xlog command, 484–485

Logoff agents on suspend, 222Logoff hung AIT EDGEdial Plug-in agent, 365Logon sequence, 74Long distance access codes, 78Lucent MAPD support, 652–653

M

Make agent available command, 265, 274, 350Make agent unavailable command, 352Manual-In Sequence, 76


Index

MAX_LOGFILE_SIZE variable, 478, 600, 657, 695MERGEVERBS procedure, 51Message Queues

EDGEdial server queue, 42Message queues, 42–44

alternate database server, 42client queue, 42, 266, 274, 276–277creating, 265, 274data server queue, 42database server queue, 42, 267, 275–277dumping, 31guide server queue, 42, 265, 274, 275host-based router queue, 42ipcs command, 44naming, 42nomenclature, 44status, 44switch server queue, 42

Miscellaneous dataAspect data fields, 607, 619deleting sent data files, 292file location, 607, 619filename, 607, 619receiving data with a call, 291sending data to another switch, 292

Miscellaneous telephony command, 355Module enable telephony, 49Move campaign files, 216msg.log0, 481Multi-Application Platform on Definity see Lucent MAPD support.


Index

Multiple tpas_servers, 62, 658–660Multiple tpun_servers, 695–696Multithreaded host-based routing, 449, 450

maximum threads, 88minimum threads, 88thread timeout value, 88total threads per EDGE, 89

N

Native command, 363–365Nuisance rate, 16, 176

O

Open campaign command, 36, 275, 366Open link to hardware command, 369Operations Guide, see XGUIDE.Outbound calling

overview, 16

P

Pacing algorithm, 16PBX Gateways definition, 530PDW_QUEUE file, 277, 347, 486, 560PDW_XFER file, 487, 561PORTISON file, 36Portrait Software Customer Care, 7Precedence of workstation ID settings, 115Predictive dialing, 16Prepend digits, 78Preview dialing, 18, 340Project selection


Index

based on DNIS, 110–112based on VDN, 110–112default, 111

Project Selection screen, 267Put records command, 276, 371Put records unconditional command, 374

Q

Queuescallset option, 227–233DIALER queue, 37, 276REQUEUE utility, 31, 37, 64, 481

Queues (callset parameters)alternate dial type, 228default callback delay, 229default destination queue, 229default end queue, 230default result, 230filter ad hoc ID, 230from queue, 231limit, 231percent, 231which alternate number, 233

R

Redirect Call command, 376Redundant Servers, 495Regular alternate phone number selection, 152–155Release AIT EDGEdial Plug-in agent, 365Remote Agent, 140


Index

Removing area code, 78REQUEUE utility, 31, 37, 64, 481requeue_log0, 481Retrieve a call from hold command, 378Retrieve call information command, 380Retrieve VRU data command, 384Route to GEO Project Selection at end of guide, 105

S

Save connection IDs, 68SCHED.DATE field, 153SCHED.TIME field, 153Screens for Telephony

$INERR, 111Auto-Dial, 263, 270–279, 494Auto-Receive, 260–266, 493Call Center, 103, 271, 493Dialer Message, 111, 493Project Selection, 267workstation setup, 133, 135

Secondary database server, 35Send DTMF tones command, 385Send user data command, 387–391Sending or receiving user data, see Miscellaneous dataSER Call Processor, 716SER configuration, 718–??SER Gateway, 716Servers

Auto shutdown, 64Auto startup, 63CallVisor server, 33


Index

data server, 34, 35database server, 25, 42, 267, 275–277DAVOX, 34Davox servers, 690–696EDGEdial server, 38generic set, 28, 39guide server, 26, 42, 275–276host-based router server, 35, 450host-based router server restart, 87installing the Davox servers, 692IVR gateway server, 35multiple tpas_servers, 62, 658–660multiple tpun_servers, 695–696restarting, 29–32restarting the Davox servers, 657, 694secondary database server, 35starting, 28, 29, 265, 274starting the Davox servers, 692starting the TMI server, 784starting the tpas_server, 655status messages, 440–447stopping, 28, 29–31stopping the Davox servers, 694stopping the tpas_server, 657switch server, 26, 42, 266–267, 274–277TMI logfile, 784TMI servers, 783–784tpadmin server, 691tpas_server, 654–657


Index

tpas_server option for MAPD, 655tpas_server without asai_hb program, 656tpas_server without host-based routing, 656tpdb_server process, 29, 36tphbr_server process, 450, 457, 459tpserver command, 29tpserver process, 28tpun_server, 691tpwsapi client threads, 692tpwsapi server, 691version, 32

Set campaign options command, 394Set campaign parameters command, 397Set standard error, see Status messages.Setup steps, 47Shared memory, 24, 39–41, 275

allocating, 65creating, 265, 274dumping, 30maximum campaigns, 72maximum extensions, 65updating, 39, 275

Shutdown optionsclose callset on last signoff, 174

Start automated telephony command, 400Start consultation command, 403Start monitoring command, 409START_INDEX field, 152, 159, 180Starting index, see START_INDEX fieldStartup options


Index

open callset implicitly, 176STAT_INTERVAL variable, 482, 600stat.log0, 482STATUS file, 151, 154, 169, 180, 258, 487, 562–564Status messages, 438–447

ASAI-related, 664–667Aspect-related, 612–615, 620–623console messages, 438Davox-related, 709–714EDGEdial-related, 860–862EDGE-related, 440–447EIS-related, 730–737path for fatal errors, 438setting standard error, 504TMI-related, 830–??

Stop automated telephony command, 111, 413Stop monitoring command, 415Switch login ID, 123, 130Switch login password, 123, 130Switch server, 26, 42, 266–267, 274–277Switch server queue, 42switch.log0, 315, 483Synchronous commands, 293SYS fields

$RECORDING.CHANNEL, 130$TP.DATA, 377, 404, 418$TP.IMITATE, 287$TP.INEXT, 287$TP.OUTEXT, 287summary, 489–492


Index

T

Tabsadmin, 167coded project, 111connection, 66CTI setup, 71Davox, 79, 181, 827Davox2, 205device, 56dialer status, 255EDGEdial, 94EDGEdial/CTI, 236EDGEdial/Dialer, 250EIS 1, 209EIS 2, 220general, 58HBR (Host-Based Routing), 86options, 102Projects, 225queues, 227reporting, 91task definition, 459transfer, 258

Technical support, see Portrait Software Customer Care.Telephony area, 53Telephony configuration, 102–105Telephony device, 26Telephony dialer status, 255–257Telephony events


Index

Aspect-related, 615–617, 623–625assign actions, 467assign logic flows, 472Callpath-related, 645–648CallVisor-related, 667–668Genesys-related, 747–751monitor, 467setup, 465solicited, 461unsolicited, 461

Telephony logs, see Log files.Telephony Messaging Interface, 19, 780Telephony server number, 28, 32, 43, 487TELEPHONY verb

in Tasks, 287in ETW-W verb list, 51agent logoff command, 302agent logon command, 306alternate command, 308answer command, 310Aspect messages, 610–611CallPath messages, 643–645CallVisor messages, 661–663campaign resume command, 312campaign status command, 314campaign suspend command, 318cancel conference command, 320cancel transfer command, 322check for a call command, 266, 276, 323close campaign command, 325


Index

close link to hardware command, 327common properties, 300conference command, 329Davox command summary, 706–709dial command, 334disconnect alternate command, 344disconnect command, 338EIS messages, 725–730Genesys messages, 745–747get records command, 346hold command, 348make agent available command, 265, 274, 350make agent unavailable command, 352miscellaneous telephony command, 355native command, 363–365open campaign command, 36, 275, 366open link to hardware command, 369put records command, 276, 371, 374redirect call command, 376retrieve a call from hold command, 378retrieve call information command, 380retrieve VRU data command, 384send DTMF tones command, 385send user data command, 387–391set campaign options command, 394set campaign parameters command, 397start automated telephony command, 400start consultation command, 403start monitoring command, 409


Index

stop automated telephony command, 111, 413stop monitoring command, 415synchronous commands, 293transfer command, 416transferring data, 287update dialer with callset command, 423update telephony servers command, 29, 427voice message command, 430wait for a call command, 266, 277, 436

TELNO field, 152, 165TMI servers, 783–784TMI_CALLID_REQUIRED variable, 600TMI, see Telephony Messaging Interface.tpadmin.log0, 483tpas_server program, 654–657tpdb_server process, 29, 36tphbr_server process, 450, 457, 459TPHNY_CONSULT_PATH variable, 600, 607, 619TPHNY_DEV file, 487, 565–579TPHNY_EVENT file, 488TPHNY_INTF file, 51, 488, 580–592TPHNY_LOG_PATH variable, 477, 600TPLOG file, 488, 596–598tpserver command, 29tpserver process, 28tpshmem file, 30tpun_server program, 691tpunison.log0, 483tpwsapi client threads, 692tpwsapi server program, 691tpwsapi.log0, 483


Index

Transfer command, 416Transferring data, 287

deleting sent data files, 292receiving data with a call, 291sending data to another switch, 292sending data with a call, 290

Troubleshooting telephony, 502–512dialer gateway problems, 507no agents can login, 505PBX gateway problems, 511server do not start, 505too much data in $TP.CALLHISTORY, 490

U

Unavailable mode, 124, 131auxiliary sequence, 75wrap up sequence, 76

Update dialer with callset command, 423Update telephony servers command, 29, 427Use EIS RD for preview, 77Use RB instead of RT, 224

V

Voice message command, 430cancel subcommand, 432pause subcommand, 432play subcommand, 432record subcommand, 433resume subcommand, 434stop subcommand, 434


Index

W

Wait for a call command, 266, 277, 436Wait for all calls to be completed (Close Campaign), 220Wait for all calls to be completed /force suspension (Suspend Campaign),

224Which alternate phone number, 159–161Workstation ID setup, 116Wrapup sequence, 76Wsapi Link TCP port, 85wsapi thread logs, 484

X

XGUIDE, 26, 42, 265–268, 274–277xlog command, 484–485


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