CTI Link Overview | Lucent Technologies 5 manual

MERLIN LEGEND Communications System Release 5.0	Issue 1
System Manager’s Guide 555-650-118	June 1997

5Putting the System to Work

Optimizing Your System

Page 5-35

NOTE:

A DLC only passes calling party information when it is not one of the extensions using a CTI application. For details, see the Feature Reference.

Incoming/Outgoing

Calls	LAN	Client Desktop
	MERLIN LEGEND
	Release 5.0
	Telephony Server
	CTI Link
Public
Network

VMS/AA

Figure 5–6. CTI Link Overview

Along with the features they provide, applications can perform these system functions through a CTI link:

■Answering calls arriving on an SA button

■Making calls from an SA button

■Hanging up calls

■Hold and retrieving a call on hold at the user’s extension

The link supports applications for customer service and helplines, telemarketing, sophisticated call-handling, and other purposes where automated access to computer system-based information is useful. These applications perform functions such as power dialing of telephone numbers stored in a database, call monitoring, and integration with pop-up database information about a caller via their phone number (in this case, the incoming lines be must provided with Caller ID services through PRI, NI-1 BRI, or a local service provider via the system’s 800 GS/LS-ID module). Pop-up database information can also be generated through callers’ responses to a voice response unit.

Image 215

Lucent Technologies 5 manual CTI Link Overview

Contents

Merlin Legend Your Responsibility for Your System’s Security Contents System Components Learning More About Telecommunications Index June Important Safety Instructions Issue Release 4.1 Enhancements Coverage Timers Programmed for Individual ExtensionsNight Service with Coverage Control Forward on Busy Night Service Group Line Assignment Release 4.2 Enhancements Merlin Legend Reporter Computer Telephony Integration CTI Maintenance Enhancements Change to Permanent Error AlarmRelease 5.0 Enhancements Enhanced Extension Information Report Screen Pop Basic Call Control HotLine Feature Most Idle Hunt Type Delay Announcement DevicesGroup Calling Enhancements Enhanced Calls-in-Queue Alarm Thresholds MLX-5 and MLX-5D Telephones Trunk-to-Trunk Transfer Set for Each Extension Release 3.1 EnhancementsCall Restriction Checking for Star Codes Default Facility Restriction Level FRL for VMI Ports Programmable Second Dial Tone TimerDefault Pool Dial-Out Code Restriction for All Extensions Default Outward Restrictions for VMI Ports Release 4.0 Enhancements Default for the Default Local Table Downloadable Firmware for NI-BRI Modules Support for T1 Switched Digital Data TransmissionForwarding Delay Option 016 Tip/Ring Module Single-Line Telephone Enhancements Seven-Digit Password for SPMVoice Announce on Queued Call Console QCC Time-Based Option for Overflow on Calling Group Merlin Legend Communications System Release Intended Audience How to Use This Book Old New Terms and Conventions UsedLines, Trunks, and Facilities Example Purpose Product Safety LabelsSecurity Typographical Conventions Telephone User Support Related DocumentsDocument No Title System Documents Documentation for Qualified Technicians How to Comment on This BookMiscellaneous User Support Overview Read This First Using This Guide Related Guides Your Role as System Manager System Manager Responsibilities System Planning Forms Programming as described in ‘Backing‘ Up the System’’ on Upgrading the System Environmental Requirements About the System Background Local Loop Telephone Company Central Office Customer Premises Telephone Network Telephone Equipment Issue Evolution of Switches Switching Equipment Evolution of Switches Switching Office Hierarchy Switching Methods System Overview Issue System Overview Incoming Trunks Incoming Trunks Issue Modes of Operation About the System Modes of Operation On next Components2 Key Mode Hybrid/PBX Mode Behind Switch Mode Issue System Components GS/LS-MLX Module Line/Trunk and Extension Modules Applications2 Features Applications Applications System Capacities Programming the System Auxiliary Components June 10. Auxiliary System Components Data Communications Capabilities Merlin Legend Communications System Release Carriers Control Unit Processor Module Processor Module Pcmcia Memory Card Power Supply Module Power Supply Module Extension Jacks Modules Supporting Extensions 016, 012, and 008 OPT Modules Touch-Tone Receivers 100D Module Power-Failure Transfer TelephonesModules Supporting Lines/Trunks Issue Issue Summary Line/Trunk and Extension Modules Supports See ‘100D ‘ BRI MLX Telephones Telephones Issue MLX-28D Telephone MLX-28D MLX-20L Telephone MLX-16DP MLX-10D Telephone MLX-10D MLX-10 Volume Control Fixed-Feature Buttons User Cards and Tray MLX-5 Direct Station Selector 10. Direct Station Selector Telephone Requires two analog multiline extension jacks Analog Multiline TelephonesAnalog Multiline Telephones Model Description Analog multiline phone, fax machine, and copier Single-Line Telephones Model Description Single-Line TelephonesLine Buttons on Multiline Telephones Key Mode Line Buttons Line Buttons in Hybrid/PBX Mode Switch Mode, see ‘Modes‘ of Operation’’ on Line Buttons and Special Considerations Behind Switch Mode Operator Consoles Maximum Queued Call ConsolesQCC Buttons Maximum Number of System Operator Positions Issue MLX DLC Direct-Line Consoles System Adapters Adapters Adapters described below connect adjuncts to telephones Telephone AdaptersMulti-Function Module System Adjuncts AdjunctsGeneral Purpose Adapter Date Time Called Number Station Message Detail Recording Printer Fax Machines System Programming and Maintenance PCLoudspeaker Paging Systems Dial Dictation Telephone Adjuncts Delay AnnouncementsHeadsets Door Phone One-Touch Operation MLX and Analog Multiline Telephones Message-Waiting IndicatorHeadpieces Manual Operation Analog Multiline Telephones Only Data Communications Adjuncts Additional Telephone Adjuncts Passive Bus Videoconferencing Systems Is a summary of the adjuncts Ascend Pipeline 25-Px Access Device Ascend Pipeline 25-Px Alerts ACAlerts DC Answer/Record Machine Direct Station Selector DSS Group Calling DelayHeadsets and Adapters Dial Dictation Power Accessories Power-Related Hardware Protection Accessories System Auxiliary PowerBattery Backup Power Telephone Power Units 146A and 147A Surge Protectors System AlarmsIn-Range Out-of-Building Protection Off-Premises Range Extender Power-Failure Transfer Telephone Trouble AlarmPower-Failure Alarm Power-Failure did Busy-Out June Features Features and Applications Feature Finders Issue Basic Calling and Answering Answering calls Feature Finder Basic Calling and Answering TypeConsiderations Feature Name Answering Conferencing and joining Calls Basic Calling Type Dialing and calling T1 Switched Service Automatic Route Selection Night ServiceAuthorization Codes Long-distance service Primary Rate Interface Putting a call on hold Paging Transferring calls Using the system from an Outside phone For more information, see ‘Covering‘ Calls’’ on Covering Calls and Having Calls Covered Covering others’ calls Feature Finder Covering Calls and Having Calls CoveredConsiderations Feature Name Calls Covered Covering Calls and Having Type CNT used for Coverage Immediately at your Have all your calls coveredBy a co-worker Have your calls ring User Reference Calling Privileges and Restrictions See System Feature Finder Calling Privileges and Restrictions TypeConsiderations Feature Name Restrictions Preventing people from Making calls Allow people to use their General Night Service Calls outside normal Business hoursCalling Privileges Type Allowing calls Customizing Phones Considerations Feature Name Feature Finder Customizing Phones Type Messaging Receiving messages Feature Finder Messaging TypeLeaving messages Labeling Messaging Type Prog Considerations Feature NameSetting up messaging Change the posted Gener Timekeeping System Manager’s Functions and FeaturesFeature Finder Timekeeping Type Considerations Feature Group activities Feature Finder System Manager’s Functions and FeaturesConsiderations Feature Name Functions and Features System Manager’s Type Speaker button Lines, line buttons Fixed-feature buttons Conference buttons to Lines, line buttons, fixed-feature buttoMaintenance Numbering lines and extensions See also SYS items in -1 on System Manager’s Functions and Features TypeSwitchhook, Recall, or Flash button For noisy places turn off User Security Prevent DLC operators OperaReports Programming is backed up Mgr Change voice messaging UserOften Mgr Detail Recording See that the system Special Operator and Supervisor Features Set others’ phones to ring at Operator Considerations Feature Name Supervisor FeaturesDLC operators only Reminder Service Certain time as a Calls-In-Queue Alarm Special Operator Type Covering Calls Feature Descriptions Forward and Follow Me Sharing Lines Coverage Pickup Options, see ‘Changing‘ Coverage Delay Options’’ on Coverage Inside off, only Selective Coverage Features Description CommentsDirect Voice Mail Summarizes coverage control options for senders Issue 10 illustrates the various ways that calls can be covered Feature Covered by Description Example Calling Restrictions Information, see ‘Authorization‘Codes’’ on Outward and Toll Restrictions Allowed/Disallowed Lists, see , ‘Managing‘ the System’’ Allowed/Disallowed Lists Facility Restriction Levels FRLs Night Service with Outward RestrictionPool Dial-Out Code Restriction Only Yes Authorization Codes Security Dialing Features Calling Groups Group Features Night Service Groups See ‘Night‘ Service with Outward Restriction’’ on Data Communications Other Groups Remote Access Barrier codes Account CodesAutomatic Route Selection ARS Applications4 System Management Features ‘Modules‘ Supporting Lines/Trunks’’ on Summary of Applications Applications Link Standalone Call Answering and Voice Mail Packages Category and Name Key H/PBX BS DescriptionStandalone Programming Standalone Call Accounting and Management Applications Multi-use Telephone Telephone Company ServicesIntegrated Package See ‘Calling‘ Restrictions’’ on Voice Messaging Systems Application Description Service or13. Voice Messaging Systems Power Fax Issue Issue Putting the System to Work Medical Office Needs Staff Member Scenario 1 a Small OfficeStaff Needs Staff Member Needs Medical Office Floor Plan System Description Issue Scenario 2 a Professional Office Merlin Legend Communications System Release Law Firm Floor Plan Executive Staff Needs Staff Member Executive StaffDescribes the needs of the executive staff Secretarial Staff Needs Staff Member Secretarial StaffDescribes the needs of the secretarial staff Administrative/Support Staff Needs Staff Member Administrative/Support StaffDescribes the needs of the administrative/support staff Other Needs Extension Other NeedsDescribes some of the miscellaneous needs of the office Partners use the Authorization Codes feature see the section Equipment Illustrates the equipment Law Firm Equipment Call Coverage and Call-Handling Law Firm Call Coverage and Call-Handling Staff Member Needs Feature/Application Staff Member Needs Feature/Application Staff Member Needs Feature/Application Law Firm Call Coverage Calling Restrictions Illustrates the locations and staffing Scenario 3 a Dual-Location Company Dual-Location Company Floor Plans Cost-Effective Calling General NeedsConnectivity Work Group Needs Customer ServiceToll Fraud and Calling Restrictions Work Group Needs Individual Needs Staff Members Individual NeedsDescribes the individual needs of certain staff members General Merlin Legend Communications System Release Work Groups Merlin Legend Communications System Release Individuals Group Videoconferencing Optimizing Your SystemDesktop Videoconferencing CTI Computer Telephony Integration Link CTI Link Overview Intuity Conversant System Requirements Caller ID PassageWay Direct Connection Solution Issue Managing the System Using the Task Descriptions Select Start Using the Programming ProceduresUsing Detailed Procedures Additional Information Console/Display Instructions Additional Information Using Summary Programming Procedures Types of Programming Introduction to System Programming Information Screens Programming Screens Your system information appears in place Screen title and More indicator Prompt OptionsMenu Selection Screens Data Entry Screens Selected Option Prompt Extension entered System Programming Menu System Programming Menu Options Description Saving Entries and Moving among Screens Screen Keys Display/Key Function Display/Key Function Idle States Hear a dial tone Idle States Description ProceduresIdentify extensions with voice signal Single-line telephone users do not System Programming Console Programming from the ConsoleForced Idle Reminder Tones There are two types of console buttons Console Buttons Console Overlay DSS Lights Access to System ProgrammingConsole and DSS Lights Console Lights Display the System Programming menu Display the Menu Mode main menu screenExiting System Programming Select System Programming Home Programming from a PC with SPMMenu See of System Programming If you installed SPM on the hard disk of the PC, go to StepTypes of PC Connections With a Direct Local Connection Press any key to display the SPM Main Menu shown below Appears on the screenTo display the SPM Welcome screen shown below XX = current version of SPM Modem Connections With a Local or Remote Modem Connection Password does not display when you type it Starting Centralized Telephone Programming Centralized Telephone Programming Select Centralized Programming Go to the second screen of the System Programming menuPress More Guidelines for Programming Extensions Select Program Extension Xxxx = extension entered in Step Select the line button where you want to assign the featureSpecify the extension you want to program Save your entry Select Enter Program the features Copying Feature and SA/ICOM Buttons Telephones Feature Only Features That Can Be Copied All Telephones Analog Features That Can Be Copied Direct-Line Consoles Only Xxxx = extension entered in Step Dial or type nnnn Select Copy ExtensionSave your entry Select Enter Dial or type nnnn Select Enter Copying Line/Trunk Button AssignmentsReturn to the Centralized Programming menu Select Exit Using Reports Did Printing System Programming Reports Printing Smdr Reports More → Print →Select report → Exit PC Procedures To print trunk informationTo print extension information To print all other reports Valid Entries Setting System Date and/or TimeTask List Setting System Date and/or Time Planning Guidelines Programming Instructions PC ProcedureBacking Up the System Adding an Extension Use this procedure to add an extension to the system Task List Adding an Extension Moving an Extension Use this procedure to move an extension in your system Task List Moving an Extension Use this procedure to remove an extensionRemoving an Extension Task List Removing an Extension Programming Instructions Assigning a HotLine Extension Task List Assigning a HotLine Extension Console Procedure Extensions→More→More→HotLine→Dial extChanging Calling Restrictions Unrestricted, Outward-restricted, Toll-restricted Select restriction → Enter → Exit Console ProcedureChanging Trunk-to-Trunk Transfer Status LED On/Off or Dial ext. no. → Enter → Exit → Exit Task List Changing Trunk-to-Trunk Transfer Statuso Changing Coverage Delay Options Factory Timer Setting Range Description Ring Delays Affecting Coverage Factory Timer Setting Range Description QCC queue Unassigned Unavailable or Immediate Available Group Cover AvailableButtons only or Unavailable or Group Cover Unassigned Buttons Unavailable or Available Planning Guidelines Task List Changing Coverage Ring Delays Programmed for Delay Ring Change the delay for Primary Cover buttonsProgrammed for Delay Ring change the additional delay Change the delay for Secondary Cover buttons Adding/Removing a Line MLX-20L Adding a DLC Operator Position Task List Adding a DLC Operator Position Merlin Legend Communications System Release Adding a QCC Operator Position 11. Maximum Number of Operator Positions Operator Features, and 5d, Queued Call Console QCCTask List Adding a QCC Operator Position Programming Instructions Adding Operator Features Task List Adding Operator Features For Music On Hold Connecting Auxiliary Equipment For the number of seconds 0 to 30 seconds For Maintenance AlarmsFor Loudspeaker Paging For Fax Machines For fax machines Task List Connecting Auxiliary EquipmentVoice Messaging System and Automated Attendant For a voice messaging system and auto attendant Changing Calling Group Assignments Task List Changing Calling Group Assignments Revising Allowed Lists Planning Guidelines Task List Revising Allowed Lists Assigning Allowed Lists to Extensions Task List Assigning Allowed Lists to Telephones6 Revising Disallowed Lists Merlin Legend Communications System Release Valid Entries Task List Changing Disallowed Lists Assigning Disallowed Lists to Extensions Task List Assigning Disallowed Lists to Extensions Changing Group Coverage Assignments Planning Guidelines Task List Changing Group Coverage Assignments Revising Night Service With Group Assignment Extension numbers Line/trunk numbers Task List Revising Night Service with Group Assignment Revising Night Service with Coverage Control Task List Revising Night Service with Coverage Control To program with SPM Changing Extension Directory LabelsProgramming Instructions To program on the system programming console Each label can have a maximum of seven characters Changing Trunk LabelsTask List Changing Extension Directory Labels Task List Changing Trunk Labels Console Procedure More→Labeling→LinesTrunks→Dial ext. no.→Changing Posted Message Labels Task List Changing Posted Message Labels Task List Changing Calling Group Labels Changing Calling Group Labels Task List Changing System Directory Labels Changing System Directory Labels No. → Telephony Services Network Manager’s GuideAdding a CTI Link Issue To save report on disk PC Procedures To print system informationBusying-Out and Restoring the MLX Module One, see ‘Removing‘ a CTI Link’’ on Task List Adding a CTI Link Task List Removing a CTI Link Removing a CTI Link Console Procedure AuxEquip→CTI Link→Extension→Delete→ Exit→ Issue Guides Learning More System Reference Guides Ordering and Availability Aspects of the system Using System ProgrammingCommon Elements Feature Reference Entries Contents and Organization Special Tools Appendixes System Programming Appendixes User and Operator Guides Common Elements Calling Supervisor’s Guide Data/Video Reference System Guides Information Finder Basics Information Finder Features To learn about Check this guideDisplay Features Labeling To learn about Check this guide Planning and Programming FeaturesMaintenance and Troubleshooting System Programming, Programming, , and FeatureSystem Management System Programming, Chapters 3 Extension Features and ButtonsSystemwide Basics System Programming, Appendix H Group Features and Buttons Changing the hold timer when operators are Changing the delay before a call coming to aFeature Setting up or changing the following calling Setting up operator positions Automatically Assigning a QCC to act as a message center Allowing QCC operators to makeChanging the types of calls assigned to ring Chapter Feature Reference. See AutomaticFeature Reference. See Pools Lines and Trunks Troubleshooting the System All Phones Are Dead No Dial Tone or Lights Some Phones Are Dead No Dial Tone or Lights Possible Cause 1 The telephones are not receiving power Possible Cause 5 The telephones may be defective Difficulty Making Outside Calls SECURITYlALERT SECURITYlALERT Possible Cause 8 The telephone may be defective Possible Cause 2 The Do Not Disturb feature is turned onPossible Cause 3 The Forward feature is turned on Phone Does Not Ring Issue Possible Cause 5 The telephone may be defective Possible Cause 3 The telephone may be defective Possible Cause 1 The Do Not Disturb feature is turned onDLC Console Not Ringing for Incoming Calls QCC Console Not Ringing For Incoming Calls Possible Cause 2 The Position Busy feature is turned on Single-Line Phones Ring Back after Completed Call Possible Cause 2 The telephone may be defective Cannot Transfer Call after Answer on an Outside Line Night Service Not Working Issue Calls Not Going to Voice Mail Possible Cause 5 The voice mail system may not be working Expect it to be on, see ‘Night‘ Service Not Working’’ on Possible Cause 1 The system time may be set incorrectly Callers Getting Incorrect Response From Voice Mail Calls Not Going to Coverage Possible Cause 2 The telephone handset may be defective Trouble Hearing Called PartyProgrammed Button Fails Possible Cause The system time may be set incorrectly Reminder Messages Received with the Wrong Time Possible Cause 1 The Recall timer may be set incorrectly Recall/Switchhook Does Not Work Calling Group Members Not Receiving Calls Calls Not Receiving Screen Pop Possible Cause 1 The call was not delivered to an SA button Calling Group Overflow Calls Not Receiving Screen PopPossible Cause 5 The CTI link is not working What to do Check the CTI link Secondary Announcements Not Playing as Programmed 150 Other or Unresolved Problems Merlin Legend Communications System Release Support Telephone Number Customer Support InformationA FCC Notification Repair Information Installation Operational Procedures Merlin Legend Communications System Release DOC Certification No 4095A CSA Certification No. LR Load No DOC Notification Repair Information Merlin Legend Communications System Release Ne dépasse 56260 Security of Your System Preventing Toll Fraud Toll Fraud Prevention Preventive Measures A-11 A-12 A-13 Security Risks Associated with the Remote Access Feature Educating Users Other Security Hints Establishing a Policy Educating OperatorsDetecting Toll Fraud Other Security Hints Limiting Outcalling Choosing PasswordsPhysical Security Limited Warranty Limitation of Liability Limitation of Liability Remote Administration Maintenance A-21 A-22 Telephone Extension Equipment About TelecommunicationsB About Telecommunications Telephone Extension Equipment B-2 Transmission Facilities B-4 Switching Equipment Telephone service see -3 in , ‘About‘ the System’’ Evolution of Switching Offices B-7 Signal Transmission Signaling Telephone Numbering Plans B-10 System Capacities Limit Constraining Factor Table C-1. Hardware and Software Capacities MLX Table C-1 Limit Constraining Factor System Capacities C-4 System Capacities C-5 Calling Groups Constraining FactorsTable C-1 Ports not achievable simultaneously Coverage GroupsFax Machines with Message Waiting System Operator Consoles Time slots Telephones not achievable simultaneouslyTwo-Party Conversations System Planning Forms Table D-1 Used for Planning Form No Form Title D-3 To remove the control unit housing, see Figure E-1 Removing the Control Unit Housing Installing the Top Cover Installing the Control Unit Housing Top cover Empty module Figure E-2. Installing the Top Cover Figure E-3. Installing the Front Cover Installing the Front Cover Star codes, 6-70 to 6-71, 6-73 to 6-74 Analog facilities Index IN-2 Index IN-3 Star codes, 6-70 to 6-71, 6-73 to 6-74 Calling supervisor IN-4 Merlin Legend Communications System Release IN-6 Index IN-7 Operator, 4-26 to 4-27, 4-29 to 4-31 overview IN-8 IN-9 Types, 3-26 to 3-27, 3-28 to 3-29 Idle states Overview, 2-21,3-5 to Index IN-12 Prime lines, 2-17,3-28 to 3-29,4-33 Types, 6-5 to Types, 3-27 to 3-28 Security Features, 3-30 to 3-31, 8-12 to 8-13 overview Applications, 2-22 to 2-24,4-55 to Role, 1-3 to Forms, 1-4 to Using, 7-7 to IN-18 IN-19 IN-20