BusinessPhone Communication Platform 6.0
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 or a direct IP interface (BusinessPhone IPU). 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 Windows. The software on the client side is a DLL (Dynamic Link Library) which translates the messages from the Telephony Server towards the client application. The CSTA telephone devices of the clients are connected directly to the PBX. The proprietary 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 network.

### 32-bit CSTA.dll

The 32 bit CSTA.dll is the standard interface for applications to the Windows environment. It is used by the applications Ericsson BackStage, 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.

## Operation

### 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 [analog telephones, Freeset] 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 calls, 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 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 200 CTI monitors - see ASB 150 02 R14 (and higher) Software licensing. However, BusinessPhone specifies a capacity of up to 40 monitored ACD-agents in the call centre and up to 80 monitored desktop users 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 experience unacceptable delays (more than 5 seconds) when making or receiving calls.

## Limitations

- 16 bit applications on Windows 3.x are not supported.
- 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.
- Only a three party conference is supported by CTI.

## Programming

### If BusinessLink is connected via V.24:

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:

1 = USA ASCII (initial data)

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.

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

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.

3 = CTI

### If BusinessLink is directly connected to the LAN:

No programming is needed in ASB 150 02.

## Equipment

ASB 150 02 system software R10 or higher and one free V.24 port on the CPU-D_ or AUX_ board or ASB 150 02 system software R14 or higher and one free port on the IPU are required.

### Licensing

In order to have access to the BusinessLink for Windows in systems with system software Release 10 or higher, the proper licensing concept has to be used, see Facility Description – General (155 34-ASB 150 02 Uen), chapter ASB150 02 Licensing

### System Telephone

All currently available telephones (digital, analog, IP phone, Mobile Extension and Cordless telephones) may be used in combination with CTI.

### Connection to the ASB 150 02 system

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

- CABLE CPU-D4/AUX - PC 5m (TSR 902 0448/1)
- or
- CAT5 CABLE IPU / LAN RJ45 UTP 5m (TSRBS 902 0007/1)

### System Requirements

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

#### Server PC

- Pentium 350 MHz processor
- 128 MB RAM minimum
- 100 MB hard disk space.
- one free RS232 port, in case of V.24 connection to BusinessPhone
- installed Microsoft Windows NT version 4.0, service pack 3 or better or Win2000 Server operating system.

#### Client PC

Depending on the CTI application used.

### Documentation

The Programmer’s Guide provides the TSAPI programmers with specific information.

The Manager’s Guide provides information about how to install CTI on a Windows 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 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 Ericsson, before the package will be sent out

The following package is available:

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

Revision: K © Ericsson Enterprise 2004