Intel CPS Intro v60

8/13/2019 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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Copyright 2002 Intel Corporat ion.

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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
http://-/?-http://-/?-


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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.
http://www.intel.com/http://www.intel.com/


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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




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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


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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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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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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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


21/31


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.


22/31


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


23/31


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


24/31



25/31

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.


26/31

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


27/31

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


28/31

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


29/31

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


30/31

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


31/31

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

Documents

Intel CPS Intro v60