BusinessPhone Communication Platform 4.0
Facilities

## BusinessLink for Novell

## Definition

The BusinessLink for Novell (BL Novell) integrates PBX functionality with computer environment in a Novell network. The TSAPI clients will communicate with the PBX over a Telephony Server. The Telephony Server part consists of the two NLM form Novell (AIO.NLM and TSRV.NLM) and a BusinessPhone Driver (BPDRV.NLM). The connection between Telephony Server and PBX is a proprietary V.24 interface which fulfils the functionality level of ECMA CSTA standard.

## Use

The CTI-link supports applications by providing the necessary information from and to the switch. It supports:

- application controlled routing of incoming and outgoing calls
- call based data selection
- screen based telephony
- operation and maintenance
- coordinated call monitoring

The user can configure the system and extension features from the PC or workstation. The same can be done for the call centre configuration.

## Functions

The activity of the CTI can be summarized in four categories:

- V.24 port handling
- Monitors
- Reports
- Requests

CTI can distinguish between monitored CTI agents that offer the complete functionality of CTI, and not monitored CTI agents that offer only basic features of CTI.

### Port handling

CTI uses the ASB 150 02 Multichannel Protocol for V.24 interfaces, used already in applications like RASC or MIS for ACD applications. This allows the physical link V.24 to be used by different applications (up to 15).

#### Port address

This is used to store the V.24 port address. The default value of this port is 0FFFFh and means: no CTI port is available (see also command 8901).

#### Port activation from CTI

The attempt to activate the port happens:

- After restart of ASB 150 02 (warm start)
- After reprogramming of the port address
- After a request from the Server PC

#### Port activation from the Server PC

The Server PC tries to activate the port:

- After restart of the Server PC
- After maintenance work (e.g. update of the driver software)

#### Port answering positions

The answering position can be:

- RASC (Operation and Maintenance)
- ACD (MS)
- CTI

#### Periodic status check

In order to maintain the CTI link, ASB 150 02 sends every minute to the Server PC a periodical status-check signal.

#### Activation request from the Server PC

This signal is activated in cases when (e.g. hardware key has been changed) the Server PC requests from the ASB 150 02 to activate the logical link.

#### Port deactivation from CTI

The deactivation of the port happens:

- After clearing the port address
- After a request from the Server PC

#### Deactivation request from the Server PC

Activated when (e.g. upgrading the driver software) it is necessary that the Server PC requests from the ASB 150 02 to deactivate the logical link.

### Monitors

It is possible to monitor all types of telephones in ASB 150 02. The process of monitoring an extension is associated with a lot of reports and requests exchanged between ASB 150 02 and the connected PC.

The monitoring of the trunk lines in ASB 150 02 is also possible, but this is done automatically, so there is no request exchange between ASB 150 02 and connected PC. Only certain activity events on the trunk lines are sent from the ASB 150 02 to the connected PC.

The following monitor events are supported:

#### Monitor verification

Checks if a directory number of ASB 150 02 can be used for monitoring.

#### Monitor start

Starts the monitoring on an ASB 150 02 extension. The extension can be also an ACD-agent.

#### Monitor stop

The Server PC can stop the monitoring on an extension in ASB 150 02.

#### Monitor end

The ASB 150 02 reports that monitoring on a monitor has ended.

### Reports

The Reports are in fact real time reports of activity that is on-going at a certain device (physical or logical one).

Several reports will be generated for extensions activity, trunks activity and ACD activity.

#### Reports on extension activity

- Status and number update events for monitored CTI agents
- Status update events for not monitored extensions
- Directory number update events for monitored CTI agents
- Name update events for monitored CTI agents
- Forward address update events for monitored CTI agents
- Activated features (on request by Server PC)

#### Reports on trunk activity

- Device (activity) status update events for all trunk lines

#### Reports on ACD activity

- ACD-queue update events
- ACD-agent update events REQUESTS

A lot of requests circulate between ASB 150 02 and the connected PC for initiating different functions or services on extensions. The following table shows all requests sent by a PC and supported in ASB 150 02.

Request | Description (Blatt 1 von 2) | Notes
Make call | Initiate a new call on an extension |
Clear call | Clear the active call on an extension |
Answer call | Answer an incoming call on an extension |
Hold | Request to set an ongoing call to hold |
Transfer | Request a transfer on an extension |
Conference | Initiate a conference from an extension |
Call Back | Request to initiate an automatic call back |
Camp on | Initiate a camp on from an extension |
Intrusion | Request to initiate an intrusion |
Individual call pickup | Individual call pickup from an extension |
Group call pickup | Group call pickup from an extension |
Follow Me | Initiate Follow Me on an extension |
Call forward | Request to initiate call forwarding |
Do not disturb | Set do not disturb on an extension |
Info | Setup an info for an extension | No voice infos
Message | Send a message to an extension | No voice messages
Function | Initiate on an extension: - simple function without LED - toggle functions - functions which require a key on the instrument |
Keypress | Press a fixed key on an extension |
PC controlled routing | Request PC controlled routing of incoming calls on an extension | Only possible on monitored CTI-agents
New destination | Request rerouting to a new destination within ASB 150 02 |
Deflect call | Deflect the call (in ring or queue status) to another destination |
ACD group setting | Request an ACD-agent to login/logout from ACD group(s) |
ACD ready | Request an ACD-agent to set ACD ready/not ready |
ACD Call Code | Request an ACD-agent to setup a Call Code for a call |
Snapshot device | Request a snapshot device | A device can be: 1. logical - e.g ACD group, or 2. physical - e.g. extension, trunk etc.
Features | Request a report from an extension for the features that are actually activated on that extension |
Device service | Request the device type of the directory number |

## Capacity

It is possible to monitor up to 40 (80 with R10 system software) CTI agents.

## Limitations

The hotel guest instruments can not work as monitored CTI agents.

ISDN-terminals can not be used as monitored CTI agent.

ACD-supervisor functions are not supported.

In ECMA 179 the term “Caller ID” has been used for the unique identification of a call. This caller ID is not supported by the ASB 150 02, but instead, it has to be generated by the software running on the connected PC.

CTI may not be installed on one system , 1st party CTI (TAPI) is already running, or vice versa. With system software for R10 this limitation isn’t valid.

## Programming

8901 |  | CTI port

Via this command it is possible to specify which V.24 port is active for CTI.

The board number where the CTI port is located 0-63 has to be entered.

After that enter the individual number of the CTI port on the board. The value must be between 00-02.

The default value is blank and means that no CTI port has been defined.

6006 |  | Device type

The command defines to which type of locally connected unit the I/O-port (V.24) is to be adapted. When programming the unit the values of several parameters, adapted for the connected unit, will be set automatically.

In case of the CTI, the cc-parameter must be set to:

11= Operation and Maintenance centre (O & M centre) with RASC, MS or CTI.

6007 |  | Character set

The command defines which set of characters shall apply for the locally connected unit for the stated I/O-port. The list of character sets is:

0 |  | = PABX internal set

1 |  | = USA ASCII (initial data)

2 |  | = Swedish ASCII

3 |  | = Character set 2 in printer ERICSSON 7111

4-9 |  | = Undefined values

For the current case (CTI usage) the command must be set to “1” meaning that US-ASCII character set has been used.

6009 |  | Baud rate

The command defines the bit speed for the V.24 port used for CTI.

Using this command it is possible to select bit rates between 50-9600 baud.

Codes are:

0 |  | = The stated board will not permit local V.24 connection.
1 |  | = 50
9 |  | = 1800
2 |  | = 75
10 |  | = 2400
3 |  | = 110
11 |  | = 3600
4 |  | = 135
12 |  | = 4800
5 |  | = 150
13 |  | = 7200
6 |  | = 300
14 |  | = 9600
7 |  | = 600
15 |  | = 14400
8 |  | = 1200
16 |  | = 19200

Default value is 14 (9600 baud).

In this case (for CTI) the command must be set to 14 (9600 baud for R8, R9) or 16 (19200 baud for R10).

6010 |  | Master/Slave

The command defines whether the PBX is master or slave when connected to an external equipment on the V.24 interface.

For the current case (CTI usage) the command must be set to “1” meaning that PABX is used as slave.

6011 |  | Autoselect allowed

This command allows to specify whether or not automatic selection will be allowed when making local connections of external equipment.

If the answer is no, the port will only be used by services which have commands of their own for selecting ports.

If the answer is yes, the port may also be selected by services which have no command for the specification of port.

Default value: No = not allowed

In the CTI case the command must be set to NO.

6012 |  | Route on request

This command routes a connection request from the externally connected equipment to the desired service in the PBX.

Enter the desired application used as answering position for connection requests. The default value is blank.

0 |  | = not used for external connections

1 |  | = Operation and Maintenance with RASC

2 |  | = ACD (MS)

3 |  | = CTI

## Equipment

ASB 150 02 system software R8 or higher and one free V.24 port on the CPU-D_ or AUX_ board are required.

### Security Unit

Starting with R10, a security unit (also known as FECU) is required for every site (with R10 software) running BusinessLink for Novell. For detailed information about FECU, please refer to document Facility Description (155 34-ASB 150 02 Uen), especially the chapter Functionality of ASB 150 02 with/without FECU.

### System Telephone

All telephones of the Dialog 3000 series may be used in combination with CTI.

- DBC 210
- DBC 211
- DBC 212
- DBC 213
- Portable Telephones

### Connection to the ASB 150 02 system

Following hardware is required for connection of the ASB 150 02 to the Server PC.

#### Cable for connection of the ASB 150 02 to the Server PC

For detailed information about the installation of CTI to the ASB 150 02 system, see document Start Of Operation (1537-ASB 150 02 Uen).

### System Requirements

For successful installation and operation of the CTI-Link the following minimum system requirements have to be met:

#### Server

- 386 DX 33 MHz processor
- 16 MB RAM (for NetWare OS 3.x) or
  20 MB RAM (for NetWare OS 4.x)
- Novell NetWare OS version 3.11, 3.12, 4.1 or higher
- NetWare Telephony Services version 2 or higher
- one working and free RS232 port, with a UART 16550 chip
- 1 MB free hard disk space

A separate Telephony Server is recommended.

#### Client PCs

(Hardware according to Microsoft specifiation for operating system)

- Microsoft Windows 3.1 or later

### Documentation

The Programmer’s Guide provides the TSAPI programmer with specific information about the CSTA interface of the ASB 150 02.

The Manager’s Guide provides information about how to install CTI on a Novell NetWare Telephony Services Server.

Programmer’s Guide |  | EN/LZT BS 102 080 |
Manager’s Guide |  | EN/LZT BS 102 081 |

### CTI Developer’s Kit

The CTI developer’s package is thought as a package that provides software developers and software houses with the necessary information to develop and adopt their application towards the BusinessPhone proprietary and standardized CTI interface.

The package consists of a confidentiality agreement, the IWD (Interwork Description) of the BusinessPhone’s CTI and V.24 interface, the BusinessLink for Windows NT Programmer’s and Manager’s Guide as well as the BusinessLink for Novell Programmer’s and Manager’s Guide.

### CD-ROM CTI Developer’s Kit (FAS BS 102 202/DEV)

The CTI Developer’s Package comes on a CD-ROM, a confidentiality agreement has to be signed and sent back to the logistics department at SEA, before the package will be sent out.

Revision: B © Ericsson Enterprise 2003