BusinessPhone Communication Platform 6.0
Facilities

## BusinessLink – General

The BusinessLink (CTI-link) integrates PBX functionality with a computer environment. This can be any single stand alone PC or Network environment. The link to the computer environment is based on a V.24 interface (or a direct IP connection) using a proprietary protocol which fulfils the functionality level of ECMA CSTA standard.

The user has the possibility to control the switch and request services through the PC or workstation without being physically connected to the switch. It allows the PC client to initiate processes on behalf of any user/agent in the system and therefore, save time and increase productivity e.g. in call centre applications.

In other words the purpose of this interconnection is to carry status information about devices (extension line, trunk line, ACD group etc.) from the PBX to the computer and to request for telephony functions from the computer to the PBX.

BusinessPhone offers the CTI-platform:

- BusinessLink for Windows (BLW)

BusinessLink for Windows supports TSAPI on Windows networks. The BLW uses serial V.24-interface running on 19200 bps to transfer the information between the exchange and the Telephony Server or a direct IP interface (BusinessPhone IPU). The information exchanged via this interface is a proprietary one.

The conversion from proprietary signalling to TSAPI is done by a special Windows Service running on the Telephony Server (CTI server, Windows machine).

The CTI-client uses TSAPI connectivity (CSTA32.dll) over a Windows network to communicate with the Telephony Server and thus also with the exchange. By means of the add-on TAPI bridge BLW also supports TAPI clients.

### 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 | 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 |
Voice Messg. control | Control voice mail session | NEW, R14
Voice Messg. system contrl. | Control integrated voice mail system | NEW, R14
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 |

Revision: C © Ericsson Enterprise 2004