BusinessPhone Communication Platform 5.1
Facilities

## BusinessLink for Windows

## Definition

The BusinessLink for Windows (BLW) provides an external computing device with control functionality to request telephony services from the PBX and response reports events on every activity within the CTI environment. BLW is based on proprietary signalling via a serial V.24 interface between the PBX and the CTI Server. The clients (e.g. ACD-agents, Operators) are connected to the CTI Server by means of a Local Area Network (LAN) which is based on a Windows 9x/NT/2000. The software on the client side is a DLL (Dynamic Link Library) which translates the messages from the Teleophony Server towards the client application. The (digital) CSTA telephone devices of the clients are connected directly to the PBX. The propiretary information from the PBX is converted to TSAPI standard with a Windows intermediate Service in the CTI Server.

## Use

With the BLW it is possible to run TSAPI applications in a Windows NT/2000 network. The big advantage compared to BusinessLink for Novell is that there is no need for additional software to provide CTI functionality towards client PCs.

Two different client software modules are part of the BLW product:

### 32-bit CSTA.dll

The 32 bit CSTA.dll is the standard interface for applications to the Windows 9x/NT/2000 environment. It is used by the BusinessPhone Call Centre Assistant (CCA) and the BusinessPhone Operator Suite (OPS) and all other 32 bit applications to communicate with the CTI Server and the PBX.

### 16-bit CSTA.dll

The 16 bit CSTA.dll is required to run 16 bit CTI applications on Windows 9x/NT and 2000 client PCs.

## Operation

Due to the fact that BLW use the same CTI interface than BL Novell, the main functionality of the BLW remains the same. Therefore, in this document only new features compared to BL Novell are explained.

### Monitoring of ACD groups

New calls to an ACD group are presented directly to a free ACD agent or are queued before they are handled by one of the ACD agents belonging to this group. In order to provide the CTI Server with event and status information about the calls which are handled by the ACD group, it will be possible to start a CTI monitor on an ACD group. After the successful start of a CTI monitor on the directory number of an ACD group the following information is forwarded to the CTI Server:

- Calls alerting at the ACD group, containing the connected party number
- Calls pending in the queue and waiting for a free ACD agent
- Disconnection of a call
- Change of the directory number of the monitored ACD group

These additional events which are associated with the directory number of an ACD group will give the CTI Server the possibility to get a more detailed picture of the handling of an ACD call inside PBX.

### Rerouting of specific calls on demand

The existing functionality of the Automated Attendant will be extended to offer a flexible way of routing calls via CTI. This is done by the adaptation of the general routing procedure of the Automated Attendant and by the enhancement of the facility CTI Groups. The current version of the facility CTI Groups prompts the caller with a voice announcement to enter a PIN-code and then sends a request to reroute the call containing the CLIP and PIN of the caller as parameters to the CTI Server. A data base research on the basis of the CLIP and PIN results in the most suitable destination for the call, and the BusinessPhone will get this new destination from the CTI Server.

Especially in connection with an ACD environment it is not useful to ask the caller for a PIN-code, as he probably will not have any. Nevertheless it can be reasonable to use the facility CTI for AA as a CTI-filter in front of the actual ACD. In this case the data base request will be performed only on the basis of the CLIP of the caller, and therefore the question for the PIN could be suppressed. This will be done by simply not programming the according voice announcement reference in the relevant BMS command. If this reference is not programmed, the BusinessPhone sends immediately the reroute request to the CTI Server without waiting for the caller to enter his PIN. This special PIN can be useful as an additional parameter in a database request to find a suitable reroute destination.

The feature could be used for instance to route VIP customers directly to the most appropriate agent or to route troublesome and annoying callers directly to the Voice Mail System.

### Tandem configuration with CTI

With the integration of cordless phones in the BusinessPhone the concept of a tandem configuration was introduced in the central software. A tandem configuration is a master-slave combination of two extensions, where only the directory number of the master is visible to the user. Internally however the slave has his own hidden directory number. With BusinessLink for Windows all CTI applications will have access to this feature and the driver will take care of the internal message handling. The only restrictions are:

- A slave extension can never be an ACD-agent
- All ACD requests towards a slave extension will be suppressed by the driver

### Monitoring of operator instrument (as Interface to the new PC-Operator)

The CTI based operator offers the possibility to substitute the existing operator instrument. Therefore, an application program will offer the full range of operator functionality even if there is only a standard digital telephone, which is programmed as operator instrument. This allows free seating of the operator, as a standard extension can be used as operator instrument by starting the OWS application on the associated PC. (Exceptions: R-key instruments [POTS, Freeset] and analogue telephones cannot be used as operator instrument.)

### Support of Networking

The networking feature provides the possibility to operate the BusinessPhone as part of a private corporate network. In order to reach destinations in the network, the number plan within the network has to be extended by the private network access code; a private network number can consist of 8 digits at maximum. Therefore, the networking functionality of the CTI system will be enhanced, in order to offer better support for call handling in private and public networks.

Only internal directory numbers of the connected BusinessPhone will be controlled via the CTI link. Therefore, networking functionality effects on the CTI implementation only as far as the source of an incoming call or the destination for an outgoing call is concerned. Incoming calls from a corporate network will be presented to the CTI Server as standard incoming trunk call, and outgoing network calls will be handled as outgoing calls toward a public network.

For a detailed description of all call states and events please refer to the product documentation (BusinessPhone BusinessLink for Windows - Programmer's Guide).

#### The following different types of CTI applications are supported

- Screen Based Telephony

- Using the terminal to make and monitor calls

- Call Based Data Selection

- Using telephone call information to “pop” the correct data onto a screen

- Co-ordinated Call Monitoring

- Providing information containing call data and what the agent was doing at the time

- Interactive Voice Response

- Connecting the caller directly to the computer

- Message Exchange

- Interchanging message information between telephone system and computer

- Voice and Data Call Association

- Simultaneous transfer of telephone and data call

- Application Controlled Routing for Incoming Calls

- Using the computer to route calls to the correct group of agents

- Application Controlled Routing for Outgoing Calls

- Using the computer to initiate and/or route outgoing calls

## Capacity

BLW supports up to 40 monitored ACD-agents in the call centre and up to 80 monitored desktop user in the office environment.

It has to be differentiated between monitored agents and “light monitored agents”. Monitored agents report all call and device states to the computing device and should be able to generate reports on demand. Light monitored agents report only a limited number of call states.

Note

The above mentioned values of agents are calculated in order not to exceed the maximum performance of the exchange. When the limit will be exceeded, it can happen, that the application (for example Backstage,..) will expirence unacceptable deleys (5 to 200 seconds) when making or receiving calls.

## Limitations

16 bit applications on Windows 3.x are not supported.

## Programming

6006 |  | Device type

6007 |  | Character set

6009 |  | Baud rate

6010 |  | Master/Slave

6011 |  | Autoselect allowed

6012 |  | Route on request

## Equipment

ASB 150 02 system software R10 or higher and one free V.24 port on the CPU-D_ or AUX_ board are required.

### Security Unit

For ASB 150 02 system with system software R10 a FECU is required on the CPU-D4 running for BusinessLink for Novell. For detailed information about FECU, please refer to document Facility Description (155 34-ASB 150 02 Uen), 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 Telephone Set

### Connection to the ASB 150 02 system

The 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 (TSR 902 0448/1)

### System Requirements

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

#### Server PC

- Pentium 133 MHz processor
- 128 MB RAM minimum
- a minimum of 1 GB hard disk space.
- one working and free RS232 port, with a UART 16550 chip or better
- installed Microsoft Windows NT Workstation or Server, version 4.0, service pack 3 or better, or Windows 2000 operating system.

Note

For high traffic call centre environments, a faster computer such as a Pentium
200 MHz PC with 256 MB RAM is required.

A separate CTI Server is recommended.

#### Client PC

Depending on the CTI application used.

### Documentation

The Programmer’s Guide provides the TSAPI programmers 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 Windows NT/2000 Server and how to install the software on the client PCs.

The Reference Manual provides a list of the complete functionality.

The documentation will be delivered on the product CD-ROM (FAS BS 102 202/CD R2C) in Adobe PDF (printable document format) in two versions (designed for screen viewing and designed for printing).

### 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 CTI developer´s package comes on a CD-ROM and consists of a confidentiality agreement, the IWD (Interwork Description) of the BusinessPhone’s CTI and V.24 interface, the BusinessLink for Windows Programmer’s -, Manager’s Guide and Reference Manual.

The confidentiality agreement has to be signed and sent back to the logistics department at SEA, before the package will be sent out

There are two packages supporting the different platforms:

- CTI #1: First party CTI control (with Personal Link)
  Product Nr.: FAS BS 102 202/CT1
- CTI #2: Third party CTI control (with BusinessLink for Windows and TAPI Bridge)
  Product Nr.: FAS BS 102 202/CT2

Revision: H © Ericsson Enterprise 2003