intel cps intro v60
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Intel NetMerge
Call Processing Software
Introduction
Order Number: 05-0414-007
Software/Version: Intel NetMerge Call Processing Software Version 6.0
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INFORMATION IN THIS DOCU MENT IS P ROVIDE D I N CONNE CTION WITH I NTEL
P R O D U C TS . N O L I C E N S E , E X P R E S S O R I M P L I E D , B Y E S TO P P E L O R O TH E R W I S E , TO AN Y
INTELL EC TUAL PROP ERTY RIG HTS IS GR ANTED B Y THIS D OCUME NT. EXCE PT AS
PROVIDED IN INTEL'S TERMS AND CONDITIONS OF SALE FOR SUCH PRODUCTS, INTEL
ASSUMES NO LIAB ILITY WHATSOEVER, AND INTEL DISCLAIMS ANY EXPRESS OR
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MER CH ANTABI LITY, OR INFR ING EME NT OF ANY PATENT, COP YRIG HT OR OTHE R
INTELL EC TUAL P ROPE RTY RIG HT. Int el products a re not int ended for use in medical, l i fe
saving, or life susta ining a pplicat ions.
Intel ma y ma ke chan ges to specificat ions and product descript ions a t any t ime, without n ot ice.
This document a s w ell as the softwa re described in it is furnished under license and may only be
used or copied in accordance w ith t he terms of the license. The informat ion in this man ual is
furnished for informational use only, is subject to change without notice, and should not be
construed a s a commitment by Int el Corpora t ion. Intel Corporat ion a ssumes no responsibility or
liability for any errors or inaccuracies that may appear in this document or any software that may
be provided in a ssociat ion w ith t his document.
Except as permitted by such license, no part of this document may be reproduced, stored in a
retrieval system, or tran smit ted in an y form or by any mea ns with out express writ ten consent of
Intel Corporat ion.
Copyright 2002 Intel Corporat ion.
Intel an d NetMerge are tra demarks or registered trademar ks of Int el Corporat ion or its
subsidiaries in the U nited Sta tes and other countries.
Java and all Java-based marks are trademarks or registered trademarks of Sun Microsystems, Inc.
in the U.S. a nd other countries .
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Other na mes and bra nds may be cla imed as t he property of others .
Publication date: September, 2002
For Sales Offices and other conta ct information, vis it our web site a t http://www.intel.com.
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Contents
About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v
1 Overview1.1 What is the Call Processing Software? . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.1.1 Call Processing Software Network . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
1.2 Call Control on a Call Processing Network. . . . . . . . . . . . . . . . . . . . . . . 1-21.3 Call Processing Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
1.4 An Example Call Processing Application . . . . . . . . . . . . . . . . . . . . . . . . 1-4
2 Using the Call Processing Software
2.1 Call Processing Application Programming Interface (API) . . . . . . . . . . . 2-1
2.1.1 Including CTI Features in Your Application . . . . . . . . . . . . . . . . . . . . 2-12.1.2 Testing Your Application During Development. . . . . . . . . . . . . . . . . . 2-2
2.1.3 Management API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-32.2 Call Processing Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-32.2.1 Configuring the Server Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
2.2.2 Managing the Server Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-42.3 Special Server Features and Functions . . . . . . . . . . . . . . . . . . . . . . . . . 2-5
2.3.1 Server to Server Distributed Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-52.3.2 Security with Device Level Authorization . . . . . . . . . . . . . . . . . . . . . . 2-6
2.3.3 Client/Server Communication Through a Web Server . . . . . . . . . . . . 2-7
2.4 Call Processing Software Additional Interfaces . . . . . . . . . . . . . . . . . . . 2-82.5 Using Call Processing Software with Network Call Control Software. . . 2-8
3 Supported Environments
3.1 Supported Platforms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1
3.2 Supported Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
3.3 Supported Network Protocols. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
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3.4 Additional Interface Software Required . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
3.5 Portability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
Index
Figures
1-1 A Call Processing Network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-21-2 Associating the Application with a Device and a Link. . . . . . . . . . . . . . . 1-3
2-1 Example Distributed Data Configuration . . . . . . . . . . . . . . . . . . . . . . . . 2-62-2 Using the Web for Client/Server Communication. . . . . . . . . . . . . . . . . . 2-8
2-3 Call Processing Software and the CSTA Gatekeeper . . . . . . . . . . . . . . 2-9
Tables
31 Call Processing Software Supported Platforms . . . . . . . . . . . . . . . . . . . 3-1
32 Supported Network Protocols. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-233 Additional DCE/RPC Software Required . . . . . . . . . . . . . . . . . . . . . . . . 3-3
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About This Manual
This ma nua l provides an overview of Int el NetMerge Ca ll P rocessing Softwa re,
comput er-telephony concepts, a nd telephony a pplica tion fun ctions.
AudienceThis ma nua l is for a nyone interested in t he Intel NetMerge Call P rocessing
S o f t wa re .
Associated Documentation
Intel NetMerge Call Processing Software Documentation
In a ddit ion to this ma nua l, the follow ing ar e included in the In tel NetMerge Ca ll
P rocessing Softw ar e documenta tion set :
I ntel N etM erge Cal l Processing Softwar e In stal l at ion and Confi gurati on
G u i d e This ma nua l describes how to insta ll and configure the call
processing server and the call processing API software on supported
platforms, how t o sta rt a nd stop the call processing server an d how to sta rt
the Ca ll Pr ocessing Softw ar e Control Program . This ma nua l is provided in
ha rd copy and a s a P ortable Document Forma t (PD F) file.
I nt el N etM erge Cal l Pr ocessing Softw ar e C Progr am m in g Gui deThis
manual provides detailed descriptions of the call processing API procedural
routines and guidelines for using them. I t a lso includes deta ils of the
opera tiona l differences for links t o specific swit ches. This ma nua l is provided
in h a rd cop y a n d a s a P D F f i le.
I nt el N etM erge Cal l Pr ocessing Softw ar e M anagement API C Program m in g
G u i d e This ma nua l describes all ma na gement API routines, a nd provides
guidelines for creating a ma na gement applicat ion similar to the Control
P rogram. This man ual is provided only as a P DF file. I nt el NetM er ge Call Pr ocessin g API for the Java Plat formThis pr ovides a
detailed description of the call processing AP I for the J ava platform. It
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defines th e call processing packages, interfaces, a nd classes, a long w ith the
fields a nd m ethods supported. I t a lso includes deta ils of the operat iona l
differences for links to specific switches. This information is provided as a
series of HTML files.
I nt el N etM er ge Cal l Pr ocessin g M anagement API f or the Java Plat form
This inform at ion provides a deta iled description of the ca ll processing
ma na gement AP I for the J ava platform. This defines the call processing
softw a re packages, interfa ces, and classes, a long wit h the fields and methods
supported. This inform a tion is provided as a series of HTML files.
I nt el N etM er ge Cal l Pr ocessin g Softw are CTC Test User s Guid eThis
ma nua l describes how to use the Ca ll Pr ocessing Softw ar e applicat ion, C TC
Test. You can use t his a pplica tion t o check the va lidity of function sequences
you expect to make using your call processing software application. Thismanual is provided as a PDF file.
I nt el N etM er ge Cal l Pr ocessin g Soft w ar e Release N otesThese onlin e not es
provide informa tion about changes to t he Ca ll P rocessing Softwa re a nd/or
documentation at the time of release. This document is provided as a text file.
All online files, and th e Adobe Acrobat Rea der used to view P DF files, ca n be
insta lled a t t he same t ime a s the call processing server softwa re. For deta ils,
refer to th e I nt el N etM er ge Call Pr ocessing Softwar e I nstal lat ion an d
C on f i g u r a t i o n G u i d e .
Intel Web Site
For more informa tion about Ca ll P rocessing Softwa re, and other I ntel products,
visit Int els w eb site at http://www.intel.com.
Switch Documentation
Refer to th e documentat ion supplied w ith t he swit ch for deta ils of its feat ures
and characterist ics.
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Terms and DefinitionsThe following t erms a re used thr oughout this ma nua l:
Term Definition
Call processing API for
the J ava plat form
The Intel NetMerge Call Pr ocessing Software API for the J ava plat form.
C a l l p r oce s si n g AP I Th e I n t e l N e t M er g e C a l l P r o ce s si n g S o f t w a r e AP I f or a l l s u p po r t ed
plat forms.
Client or call processing
client
A supported system tha t ha s the call processing API software insta lled,
and is running a call processing a pplicat ion.
Server or call processing
server
A supported system running the call processing server softwar e.
C o m m u n i ca t i o n s l i n k A l og i ca l li n k b e t w e en t h e s e r ve r a n d t h e s w i t c h.
S w it ch Th e t el ep hon y s wit ch in g d ev ice, f or exa m pl e, a P r iv a te Au tom a t ed
B ranch Exchange (PAB X), Private B ranch Exchange (PB X), or a central
office swit ch.
O pen VM S R ef er s t o t h e O pen VM S Al ph a oper a t in g s yst em .
Tr u 64 U N I X R ef er s t o t h e C om pa q Tr u 64 U N I X op er a t in g s ys t em .
Wi n do w s 9 x U n l es s o t he r w is e s t a t ed , r e fe r s t o t h e Wi n dow s 95 , Wi n do w s 9 8 a n dWindows Me operating systems.
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Overview 1-1
1Overview
1.1 What is the Call Processing Software?
In tel NetMerge Ca ll Pr ocessing Softw a re is a client /server-ba sed Computer
Telephony In tegra tion (CTI) package th a t ena bles you to:
Develop and run C TI a pplicat ions, using the call processing Applicat ion
Programming Interface (API).
Man age, monitor and contr ol a C TI netw ork, using the call processing server.
CTI is t he int erconnection of t elephone a nd comput er t echnology. A CTI
application can not only perform basic call control functions, such as making,
transferring and receiving calls, but as an integrated part of the computer
netw ork, can retrieve customer a nd other business informa tion in computer
dat aba ses and use it t o provide better informa tion for th e business a nd better
service for cust omers.
1.1.1 Call Processing Software Network
There are t hree main components in a Ca ll Pr ocessing Softw ar e CTI netw ork:
Call processing clients. These are sy stems t ha t have t he call processingAP I inst alled, and ar e running a CTI a pplicat ion developed using the AP I.
Call processing server. The server passes m essages between t he callprocessing a pplica tions on the clients an d t he sw itching environment.
Telephony switching environment. The call pr ocessing ser ver supports aw ide range of popular sw itches, and can a lso be integrated int o an H .323 (IP
telephony) environment.
Figure 1-1shows a n example CTI netw ork with a call processing server, a nd
multiple call processing clients. In this figure:
The call processing server provides the link betw een the telephone switch
an d th e clients.
E a ch cl ie n t PC or wo rk st a t io n h a s t h e ca l l p rocessin g AP I sof t wa re in st a l le d .
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1-2 Overview
A call processing applicat ion is running on each client P C or workstat ion.
Figure 1-1 A Call Processing Network
1.2 Call Control on a Call Processing Network
The C all P rocessing Softwa re offers third party call control. This means tha tthe call processing application does not directly control calls, and no direct
connection is required betw een t he client sy stem a nd a telephony device. Ca lls
ar e controlled jointly by the call processing server, a ct ing as t he " t hird par ty" ,an d t he sw itch. The call processing client excha nges messages w ith the server
across a netw ork connection, an d the server excha nges messages with the
swit ch .
How does this work with the Call Processing Software?
The call processing server has a connection to at least one switch. This
connection is identified by a logical communications path known as a link.You set up links when you configure the server.
A call processing application creates a logica l associat ion between itself and:
A telephony device on a sw itch. A telephony device could be a t elephone or
a logical identity, such as an Automat ic Call D istributor (ACD ) queue.
A link to the switch (configured on the call processing server).
The ca ll processing server itself.
DatabasesCall Processing
Server Switch
Call ProcessingClient
Call ProcessingClient
Call ProcessingClient
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Overview 1-3
Figure 1-2shows the logica l a ssociat ion between t he call processing a pplicat ion
on the client PC, a telephony device, the switch and the call processing server.
Figure 1-2 Associating the Application with a Device and a Link
1.3 Call Processing Applications
U sing the call processing AP I, you can wr ite applicat ions th at perform a w ide
ra nge of telephony a ctivities. These include:
S t a n d a rd t e lep h on y a ct ivit ie s, such a s m a k in g, t ra n sf e rrin g, a n d re ce ivin gcalls.
Retrieving dat a relat ing to a call and displaying relevan t informa tion (know n
a s screen pops). The informa tion displa yed could be about th e caller, or a bout
a requested service. The application could do this when a caller gives an
identificat ion num ber, but it could a lso do it aut omatically before th e call is
an swered. For example, a caller may give an identity aut omatically through
Automatic Number Identification (ANI), or may identify a service through
Dia led Number I dentificat ion Service (DNI S).
Int elligent ca ll routing. Many business applicat ions require calls to be routed
to multiple agent s, or mult iple sites. Calls w ith a ssociat ed dat a could be
routed to agents (or sites) based on business rules esta blished by the
application for example, agent availability, or skill or knowledge level.
For example, an a gent w ho takes customer orders by t elephone can use a call
processing a pplica tion to collect a customer reference number fr om the ca ller
CreateAssociation
Call ProcessingClient
Switch
LogicalAssociation
Link
Call
ProcessingServer
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1-4 Overview
an d display details of the customers a ccount. This can be done w ithout a ny
input from the a gent; the customer uses their t elephone keypad t o enter t heir
reference number, th e ca ll processing a pplica tion uses th ese digits t o look up the
customers a ccount details a nd display t hem a utomat ically on th e agents screen.
1.4 An Example Call Processing Application
Ca ll Pr ocessing Softwa re uses the featur es and functions of your t elephone
system a nd a ccesses the informa tion, distribution, and ma na gement capabilit ies
of your computing environment. This section describes an example call
processing application for an order entry call center.
B ased on informa tion obta ined from ANI or D NIS, th e
call-center application routes incoming calls from the
voice sw itch to a n a gents desk, a Voice Response U nit(VRU ), or a voice messa ging s yst em. If ANI a nd/or
DNIS are not in an application, information may be
obta ined by routing calls to the VRU a nd requesting
informa tion such a s a customer a ccount number.
When a call a rrives at an a gents desk, the call
processing application displays call-related
informa tion. This informa tion may be stored a t
va rio us d a t a b a se s a cross t h e n e t wo rk , a n d ca n
include customer r ecords, pr oduct or serv icescripting information, account profiles, stored voice,
document images, and so on. Screen prompts, or
scripts, lead agents thr ough a ppropriate r esponses
and flag cross-selling opportunities.
Switch
Incoming Call
VRU
VoiceMessaging
Agent's Desk
Client
Profile
Sales Script
Order
Entry
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Overview 1-5
When an agent needs to consult with a supervisor or
tra nsfer a call to another departm ent, the call processing
application sends the call and relevant data , or a key to
the data , to the appropriate staff member.
Agents updat e customer dat aba se records based on
the outcome of call tra nsa ctions. Informa tion on
orders is forwarded over the network for fulfillment
by appropriate departments.
Completed order forms ar e sent from agents
desktop systems t o fax devices tha t forwa rd ha rdcopy
confirmations to customers.
Statistical reports on call-center activity are compiled
by merging da ta on telephone activity supplied by t he
Ca ll Pr ocessing Softwa re wit h information collected
from databases and workflow information generated
by the call-center application.
Client
Profile
Sales Script
OrderEntry
Client
Profile
Sales Script
OrderEntry
VoiceTransfer
DataTransfer
Client
Profile
Sales Script
Order
Entry
New
Orders
Client
Database
Client
Profile
Sales Script
Order
Entry
Fax
TelephoneActivity
Data
OtherBusiness
Data
Jan
Feb
Mar
Apr M
ay
Jun
Management Report
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1-6 Overview
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Using the Call Processing Software 2-1
2Using the Call Processing Software
This chapter describes th e ma in feat ures a nd functions of the C all P rocessing
Software in more detail .
2.1 Call Processing Application Programming Interface (API)
The C all P rocessing Softwa re provides t wo t ypes of call processing API :
The procedural AP I, for wr it ing an applicat ion in C (or other procedura l
lan gua ge). This requir es Distr ibuted Comput ing En vironment /Remote
P rocedure Ca ll (DCE /RP C) based development softw ar e.
The AP I for the J ava platform, for wr it ing an a pplicat ion in the J ava
programming language. This requires a Java 2 Runtime Environment and
t h e J a va S o ft wa re D e velop m en t K it .
You need to insta ll the call processing API softw ar e on a ll the systems t ha t you
intend to use as client systems. You create your telephony application on a
development system run ning the AP I, a nd then insta ll the application on the
other client systems.
2.1.1 Including CTI Features in Your Application
U sing th e ca ll processing API, y ou can provide a w ide number of CTI feat ures,
including:
Automatic Number Identification (ANI)/Calling Line Identification(CLID) identifies the telephone number or extension number from which thecall originat ed. Even before a call is answ ered, data base lookups can be made
an d informat ion displayed on the syst em of the a gent w hose telephone
receives the call.
Dialed Number Identification Service (DNIS) identifies the telephonenumber th at the caller dialed. For exam ple, customers m ay use different
telephone numbers for placing orders or reporting a fault. Their calls can be
routed to th e appropriat e device, and the call processing applica tion can use
the dia led number a nd display either the order entry or f ield service form on
the agents screen.
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Using the Call Processing Software 2-3
2.1.3 Management APIThe Ca ll Pr ocessing Softwa re includes an open ma na gement AP I for creat ing
ma na gement a nd monitoring a pplica tions. This lets you develop your own
management application, as an alternative to using the supplied Control
Program (see Section 2.2.2).
2.2 Call Processing Server
The job of the ca ll processing server is t o provide th e link betw een business
applications and the telephone environment. It provides the single point of
conta ct between one or m ore clients an d t he sw itching environment.
Applications interface with call processing server using the call processing API;
the server in tur n interfa ces w ith t he CTI link of the switching environment.The ca ll processing server:
Receives telephony requests from client s call processing applications,
converts these requests to a swit ch-compat ible protocol a nd t hen forwa rds
them to the sw itch. When the sw itch responds, th e call processing server
returns the results t o the clients.
Detects telephony events an d distributes informa tion to any call processing
clients requesting it .
Man ages the flow of telephony service requests and stat us messages betw een
the server and application systems. This gives application developers the
ability to implement complete telephony routing, monitoring, and call control
functions in their applications.
The call processing server can communicate w ith a wide r an ge of popular
swit ches a nd client opera ting syst ems.
2.2.1 Configuring the Server Software
The Ca ll P rocessing Softwa re provides three G U I configurat ion ut ilit ies:
Configurat ion Pr ogram. This is the main configura tion utility. You use this to
configure communications links between the server and one or more
sw itches. You a lso use it t o modify server options and link details, an d to
delete links.
D ist r ib u t ed D a t a S e t u p Pro g ra m . Yo u u se t h is t o con f igu re t h e dist r ibu t e d
data feature. You need to run this program on each call processing server that
w ill han dle (store or receive) distributed da ta . S ee Section 2.3.1for more
information.
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2-4 Using the Call Processing Software
Authorizat ion Setup P rogram. You use this to define the users aut horized to
access telephony devices, the devices they can access and other security
informa tion. See Section 2.3.2 for more information.
2.2.2 Managing the Server Software
The Ca ll P rocessing Softwa re provides the following m an agement a nd
troubleshooting featur es:
Ca l l P ro ce ssin g S o ft wa re Co n t rol Pr og ra m
Tr a ci ng
E v e nt l og gi n g
Ca l l Pr ocessin g S o ft wa re P ro blem S o lvin g a n d M o nit orin g Help
2.2.2.1 Call Processing Software Control Program
The Control P rogram is a G U I progra m tha t enables you to monitor a nd control
the call processing server, a nd t he communicat ions link between the s erver an d
a s wit ch. You can use the Control Progra m to:
View in f orm a t ion a b ou t t h e se rver.
S h o w in f orm a t ion a b ou t t h e lin k b et we e n t h e se rver a n d a sw it ch .
Turn the link between the server and the switch on or off .
Control tra cing functions, including the numbers and types of trace files.
Tempora rily cha nge the sett ing for the maximum number of monitored
channels over the link from call processing clients to assigned devices.
2.2.2.2 Tracing
Tracing can record details of any or all of the following:
Ca l l p rocessin g d a t a t h a t p a sse s b et we e n cl ie n t s a ssocia t e d wit h a l in k a n d
th e call processing server.
RP C a n d J a va ca l ls b et w e en se rvers (on ly a va i la b le if you r l icen se sup po rt s
distributed da ta between call processing servers).
P ro t ocol d a t a on t h e l in k t o t h e swit ch .
You can set up tracing to auto start when the server restarts, or to run
temporarily until the next server restart . Once you start tracing, the trace
informa tion is forma tted a nd w rit t en to tra ce files on the server.
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Using the Call Processing Software 2-5
2.2.2.3 Event Logging
The Ca ll P rocessing Softwa re logs a pplicat ion events t ha t enable you to monitor
use of the call processing serv er an d its communica tion wit h th e swit ch. You look
at the events using the event logging procedures on your call processing server
system. For example, on a Windows system, you would look in the Event Viewer
Application Log for CtcServer events.
2.2.2.4 Problem Solving and Monitoring Help
This is a n online help file intended to as sist w ith problems y ou may encounter
wh en insta lling, configuring or running t he Ca ll P rocessing Softwa re. The help
file lists some of the most common symptoms that you may see. You click on a
sym ptom to go to a list of problem solving steps.
The P roblem Solving and Monitoring H elp a lso provides informa tion about eventlogging a nd events, tra cing a nd t ra ce files, an d Int el support for problems.
2.3 Special Server Features and Functions
The Ca ll P rocessing Softwa re includes a number of special features a nd
functions, including:
Server-to-server distributed da ta
Security thr ough device level aut horization
Client /server comm unicat ion thr ough Web servers
2.3.1 Server to Server Distributed Data
The Ca ll Pr ocessing Softw ar e distributed data feature enables data associatedw ith a call to be tra nsferred between call processing servers connected to
different sw itches. This mean s tha t if th e call is tra nsferred from one switch to
another, the associated call data information is transferred with the call .
Note that this feature is not supported with all Call Processing Software
licenses.
Figure 2-1shows a n example server-to-server distributed dat a configurat ion.
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2-6 Using the Call Processing Software
Figure 2-1 Example Distributed Data Configuration
1. A call a rrives from the public network (P STN) at an agents extension on
Sw itch A.
2. The agen ts client a pplicat ion on Client A uses Automa tic Number
Identificat ion (ANI) or D ialed Num ber Ident ificat ion Service (DNIS ) to
perform a dat aba se lookup.
3. The applicat ion applies da ta to the ca ll . Server 1 stores the call da ta from this
point on, even wh en the call leaves the sw itch.
4. The call is tra nsferred to Sw itch B.
5. The call a rrives at an agents extension on Swit ch B.
6. The application data is made a vaila ble to Server 2 from Server 1.
7. The a pplica tion on C lient B receives a call informa tion event t ha t includes
the a pplicat ion da ta . The dat a ca n be used to look up addit ional da ta base
information, customer records, and so on.
2.3.2 Security with Device Level Authorization
The Call Processing Software supports device level authorization (DLA), a type
of access control th a t ena bles you to cont rol user a ccess to telephony devices. You
can define:
The telephony devices to which each user is allowed access; for example, you
could define a range of DNs for each user.
Client A
Server 2
Client B
Server 1
TCP/IP Network
Switch A Switch B
Tie Line
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Using the Call Processing Software 2-7
Optiona lly, a pa ssw ord for ea ch user.
The type of access a user is allowed for each device. This can be either full
access or monitor access.
The client syst em(s) from which they ar e allowed a ccess to devices.
When you have configured users with their a uthorizat ion deta ils, the
informa tion is stored in an aut horization dat aba se. No users will be allowed
access t o devices unless t heir informa tion is stored in t he a uthorizat ion
d a t a b a s e .
There a re t w o methods for configuring a uthorized users:
U sin g t h e G U I a p p lica t ion , Au t h oriz a t ion S e t u p Pro gra m . Th is a u t om a t ica l ly
a d d s u se rs t o t h e a u t h o riz a t io n d a t a b a se .
Cre a t in g a f o rm a t t e d t e xt f i le of u sers wit h a u t h o riz a t io n in f orm a t ion f or
each user, and importing t he file into the authorizat ion da ta base.
2.3.3 Client/Server Communication Through a Web Server
The Ca ll Pr ocessing Softw ar e ca n w ork together with a Web server to allow C all
Processing Software messages to pass through a f irewall.
The Ca ll P rocessing Softwa re uses t he St a nda rd Object Access P rotocol (SOAP)
t o t ra n sla t e t h e m e ssa g e s f rom b in a ry f o rm a t t o XM L f orm a t so t h a t t h e y ca n
t ra verse t h e f irewa ll, a n d t h e n t r a n sla t e t h e m b a ck t o b in a ry f orm a t on ce t h ey
have passed through the firewall. SOAP is a protocol that uses XML for invoking
meth ods on servers, services, components a nd objects. S OAP is a World Wide
Web Consortiu m (W3C) working d ra ft.
The Ca ll P rocessing Softwa re provides two configurat ions th at use SOAP:
Externa l ca ll processing clients use the J ava ca ll processing AP I to
communicat e w ith the server.
Ca l l p rocessin g se rve rs e xch a n g e d ist r ib u t ed d a t a .
Note the following:
In order for clients to use SOAP t o communicat e w ith servers, they must be
using the J ava AP I.
I n o rd er f or se rver t o u se S OAP t o exch a n g e d ist r ib u t e d da t a , t h e serve rs
must be using the J ava RMI i nterfac e.
Only a subset of Ja va call processing AP I methods ar e supported for use wit h
SOAP. Refer t o the Release Notes for a list of supported methods.
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2-8 Using the Call Processing Software
Figure 2-2 shows a n example J ava client configurat ion, with t he original
message tra nslat ed into SOAP format on the client .
Figure 2-2 Using the Web for Client/Server Communication
2.4 Call Processing Software Additional Interfaces
Ca ll Pr ocessing Softwa re supports addit iona l interfaces to the following:
Windows Telephony Applica tion Pr ogram ming Int erfa ce (TAP I), Version 2.1
Microsoft ActiveX contr ol
These addit ional interfaces are not included with the Ca ll Pr ocessing Softw a re
an d you should conta ct Int el if you wa nt t o obta in them. For more informat ion,
see the Int el w eb site a t htt p://w w w.intel.com.
Note:Only a subset of Call P rocessing Softw a re features a re supported for
these int erfaces.
2.5 Using Call Processing Software with Network CallControl Software
The Ca ll P rocessing Softwa re can work in conjunction wit h I ntels Network Cal l
Control Software to monitor a nd contr ol calls in a mixed P B X and I P telephony
environment. Netw ork Ca ll Control Softwa re has tw o components:
CS TA G at ekeeper An H.323 gat ekeeper that can be used in an IP telephony
netw ork or m ixed I P /P B X telephony netw ork to support I P -based ca ll
h a n d lin g a n d m a n a g em e n t .
S o ft wa re ACD S o ft wa re t h a t p rovid es Au t o m a t ic Ca l l D ist r ib u t or (ACD )
functions in a n I P telephony netw ork or m ixed IP /P B X telephony netw ork.
Java client
Web Server
Firewall
SOAPconversion
Message inSOAP format
Call Processing Server
Internet
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Using the Call Processing Software 2-9
With Network C all Control Softwa re, call processing a pplications ha ndle calls
over an IP netw ork or a circuit-swit ched netw ork in just t he sam e wa y. For
example, when a user places a call from their call processing application, the call
could be made through the compan ys P B X or a cross an I P netw ork without the
user knowing w hich environment is used.
Figure 2-3shows a combined Ca ll Pr ocessing Softw ar e and CS TA Ga tekeeper
network.
Figure 2-3 Call Processing Software and the CSTA Gatekeeper
In this netw ork, call processing clients ar e registered a s H .323 endpoints. Tw o
CSTA communications links are configured on the call processing server: one to
the sw itch an d a nother to the CS TA Ga tekeeper.
The sa me call processing a pplica tion is ru nning on both sets of client s. How ever,
w hen an agent uses the a pplicat ion to ma ke a call from the call processing
client /H.323 endpoint, th e ca ll can be routed th rough t he IP telephony netw ork
to the switch.
Public SwitchedTelephone Network
(PSTN)
CSTA
CSTA
Trunks
H.323 Gateway
Call Processing Clients/H.323 Endpoints
Call Processing Clients
Call Processing Server
T1 Trunks
CSTAGatekeeper
Switch
L oa d B at te ryLineO n O n
BatterySmartBoost
ReplaceBattery
Test
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2-10 Using the Call Processing Software
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Supported Environments 3-1
3Supported Environments
This chapt er provides deta ils of the plat forms, sw itches, protocols, and int erfa ces
that Call Processing Software supports.
3.1 Supported Platforms
Table 31shows t he pla tforms supported by t he Ca ll Pr ocessing Softwa re. Fordetails of wh ich versions ar e supported, refer t o the I nt el N etM erge Call
Processin g Softwar e I nstal lat ion and Confi gurati on Gu id e.
Table 31 Call Processing Software Supported Platforms
Call Processing Software Supported Operating Systems or Environments
Call processing server Window s NT (Workstation or Server)
Windows 2000
Window s XP
Sun Solari s 1
Call processing client API H P - U X
J ava 2 Runti me Environment
OpenVMS Alpha
Sun S olari s
Tru64 UNIX
Windows 9x
Window s NT (Worksta tion or Server)
Windows 2000
Window s XP1For details of availability an d la test release, contact Int el.
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3-2 Supported Environments
3.2 Supported SwitchesCa ll Pr ocessing Softwa re supports a pplicat ions linked to a la rge number of
popular switches, implementing both industry standard and proprietary
protocols:
Th e Ca ll Pro ce ssin g S of t wa re im p lem e n t s t h e in d u st ry st a n d a rd Co m pu t e r
Su pport ed Telecommunicat ions Applica tions (CSTA) P ha se I, P ha se II a nd
P ha se III protocols. CS TA protocols a re defined by EC MA, a sta nda rds body
for information and communication systems. The implementation of CSTA
allows a ny ma nufacturer t o provide a link to Ca ll Pr ocessing Softwa re from a
CS TA-compa tible sw itch.
Exa mple CSTA switches supported by C all P rocessing Softwa re ar e:
Ericsson MD110 (CS TA P ha se I)
Alca t e l 4 40 0 (CS TA P h a se I a n d P h a se I I )
S ie m en s Hicom 3 00 E (CS TA P h a se I , Ph a se I I , a n d P h a se I I I )
For more informa tion about supported swit ches, conta ct Int el.
S w it ch e s sup port e d b y Ca l l Pr ocessin g S of t wa re u sin g p rop riet a r y l in k
protocols a re:
Ava ya D E F I N I TY ra n g e of com m u n ica t ion s syst e m s
N ort e l Me rid ia n 1 swit ch es
3.3 Supported Network ProtocolsTable 32lists t he supported netw ork protocols for the da ta netw ork linking call
processing clients with the call processing server.
Table 32 Supported Network Protocols
Client Network Protocol
H P -U X TC P /I P
J a va 2 Run t ime E nvir on men t TC P /I P
OpenVMS TC P /I P
S un S ola ris TC P /I P
Tr u64 U NIX TC P /I P
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Supported Environments 3-3
3.4 Additional Interface Software Required
Some platforms require that you install addit ional software to support :
Th e D ist r ib ut e d Co m pu t in g E n viron m e n t (D CE ) a n d R e m ot e P ro ce d ure Ca l l
(RPC) services.
The Ja va 2 Runtime Environment (J RE ) (wh ich provides the Remote Method
In voca tion (RMI) interfa ce).
Ca ll P rocessing Softwa re requires either or both of these to support the interfa cebetween the call processing server and the call processing clients, and to support
application development. However, in some cases these are not provided by, or
included in, the ba se operat ing syst em or environment s oftw ar e.
For DC E /RP C, Table 33lists t he call processing client platforms a nd indicat es
if you need to add softwa re in each case. Refer to the I ntel N etm erge Cal l
Processin g Softw are Instal l at ion and Confi gurati on Gu id efor deta ils of softw ar e
product na mes an d versions.
Window s 9x Na m ed P ipes
NetBIOS over NetB EU I
NetB IOS over TCP /IP
Novell S P X
TC P /I P
Windows 2000/Windows NT/Windows XP Local RP C
Named Pipes
NetBIOS over NetBEU I
NetB IOS over TCP /IPNovell SP X
TC P /I P
Table 33 Additional DCE/RPC Software Required
Call Processing Client Additional Software Needed
H P -U X Yes
J a v a 2 R un t im e E n vir on m en t N ot a p plica b le
OpenVMS Yes
Table 32 Supported Network Protocols (Continued)
Client Network Protocol
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3-4 Supported Environments
For J ava , the call processing AP I for J ava must be run in a J ava Virtua l Machine
(J VM) supported by a J ava 2 Runtime E nvironment w hich provides t he RMI
interface. This environment ma y be provided by a browser a lready insta lled onyour syst em, or you ma y n eed t o install plug-in softwa re to provide the level of
support r equired. Before you ca n run netw orked J ava applicat ions, your system
must have a J RE installed.
3.5 Portability
Most of the functions from the call processing API are supported by the
telephone switches and links described in S ection 3.2. I f your a pplication is
programmed to use these common functions, it can be ported across different
telephone switches.
In add it ion, t he common call processing AP I can be ported a cross t he supported
computer pla tforms. For more informa tion, refer to th e I nt el N etM er ge Cal l
Processin g Software C Pr ogramm in g Gui dea n d t h e I ntel N etM erge Cal l Pr ocessin g Softwar e for t he Java Pl atform online documentation.
S un S ola ris Yes
Tr u64 U NIX Yes
Window s 9x No
Window s NT No
Window s 2000 No
Window s XP No
Table 33 Additional DCE/RPC Software Required (Continued)
Call Processing Client Additional Software Needed
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Index-1
Index
AAC D , 1-2, 2-8ActiveX controls , 2-8ANI , 1-3, 2 -1Application
call processing, 1-2features , 1-3
Applicat ion P rogramming I nterfa ce, 2-1Authorizat i on da ta base, 2-7Authorizat ion for users , 2-6Authorization Setup Program , 2-4, 2 -7Auto D ialing , 2-2Automatic Call Distributor
SeeAC D
Automat ic Number Ident ificat ion
SeeANI
C
Call control, third party , 1-2Ca ll prioritization
SeeCa l l routi ng
Ca ll Processing AP I , 2-1Call processing application , 1-2
example, 1-4 t o1-5features , 1-3
C a l l p r oce ss in g Ap pl ica t i on P r o g r a m m in g
Interfac e, 2-1Call processing client
SeeClient
Call processing serverconfiguration, 2-3definition , 1-1description, 2-3
Ca l l Proc essing S oftw are
code portability , 3-4definition , 1-1network protocols , 3-2platforms , 3-1switches, 3-2
Ca l l routi ng , 1-3, 2-2Ca ll/Da ta t ra nsfer, 2-2Ca lling Line Ident ification, 2-1C L I D
SeeCa lling L ine Identificat ionClient
definition , 1-1installing call processing API on , 2-1J ava , 2-7systems supported , 3-1
Code portability , 3-4Computer Telephony Integration (CTI), 1-1Configurat i on P rogram , 2-3Control Program , 2-4CSTA
P h a s e I , 3-2P h a s e I I , 3-2P h a s e I I I , 3-2
CSTA Gatekeeper , 2-8t o2-9C TI
See Computer Telephony Integration
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Index-2
DD a t a t r a n s f er , 2-2D C E , 3-3D D
SeeD N I S
DEFINITY switch , 3-2Device, 1-2Device level a uthorizat ion , 2-6 t o2-7Dialed Digits
SeeD N I S
Dialed Num ber Identifica tion Service
SeeD N I S
Distributed Computing Environment
SeeD C E
Di stri buted dat a , 2-5t o2-6use of S OAP , 2-7
Di stri buted Data Setup Program , 2-3D N I S , 1-3, 2 -1
E
Event logging, 2-5
F
Firewa ll , passing SOAP messages through , 2-7
GGatekeeper
SeeCSTA G a tekeeper
H
H.323, 2-8t o2 -9endpoints , 2-8
I
In tera ctive Voice Response (IVR), 2-2
JJ ava
call processing API , 2-7, 3-4
J ava 2 Runtime Environment
SeeJ R E
J ava client
use of S OAP , 2-7J ava Virtual Machine
SeeJ VM
J R E , 3-3J VM , 3-4
L
Link
definition , vi i, 1-2
MManagement reporting, 2-2Meridian 1 switch, 3-2
N
Network Cal l Control Softwa re, 2-8 t o2-9Network protocols , 3-2
P
Pl at forms , 3-1Portabi l i ty
of Call P rocessing Softw ar e code, 3-4P redictive dialing , 2-2Preview dialing, 2-2Problem solving , 2-5
R
Remote Procedure Ca ll
SeeR P C
RMI , 2-7RMI interface
for J RE , 3-3
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Index-3
RP C , 3-3
S
Screen pop, 1-3Server
definition , 1-1Service requests , 2-3SOAP
configurations, 2-7Software ACD , 2-8Standard Object Access Protocol (SOAP), 2-7Sta tus messages, 2-3Switches , 3-2
supported , 1-1
T
TAP I , 2-8Telephony Application Programming Interface
SeeTAP I
Telephony events , 2-3Third pa rty call control, 1-2Tracing , 2-4Tra nsferring call data , 2-2
V
Voice ma il, 2-2Voice Response U nit (VRU), 1-4, 2-2
W
Web server , 2-7Windows 95
SeeWindow s client
Windows 98
SeeWindow s client
Windows TAPI
SeeTAP I
X
XML , 2-7