Lucent Technologies Definity Prologix Solutions Release 2.0 Instructions Manual

							DEFINITY ProLogix Solutions Release 2 Overview 
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7 
Computer Telephony Integration
Solutions
Computer Telephony Integration (CTI) is the linking of telephone communication systems to personal 
computers, which can increase productivity and customer satisfaction through the exchange of information 
between the PC and the telephone. CTI applications integrate data processing, data communications, and 
voice communications.
DEFINITY ProLogix Solutions supports the following types of CTI applications. 
•
Server-Based Solutions, which require the Lucent CTI server and the MAP-D 
(Multi-application Processor for DEFINITY) board (TN801B). 
•
PassageWay Direct Connection Solutions, which require the PassageWay Direct 
Connection interface and service provider software to provide you with an 
interface between your PC and the DEFINITY ProLogix Solutions via your 
telephone. 
						

							7  Server-Based SolutionsDEFINITY ProLogix Solutions Release 2 Overview 
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Server-Based SolutionsDEFINITY ProLogix Solutions supports third-party CTI applications via ASAI and TCP/IP links. These 
CTI links are supported on DEFINITY ProLogix Solutions using the MAP-D (Multi-application Processor 
for DEFINITY) processor complex. The MAP-D processor complex consists of a Pentium based processor 
running Unixware operating system software and special driver software. The MAP-D is integrated with the 
DEFINITY ProLogix Solutions system, allowing Lucent CTI server software to run as part of the 
DEFINITY system. DEFINITY LAN Gateway and CallVisor PC/LAN are supported on the MAP-D.
 The MAP-D board (TN801B) requires three slots in the CMC cabinet. However, if placed in slots 6 and 7, 
the MAP-D will only require two slots. 
MAP-D on ProLogix supports eight ASAI links. The maximum MAP-D message rate is 120 full duplex 
messages per second. With Release 7.1 software and the use of the C-LAN board, ASAI bandwidth 
increases to 240 messages per second. If the C-LAN board is not installed, the message rate remains at 120 
messages per second. 
						

							7  Server-Based SolutionsDEFINITY ProLogix Solutions Release 2 Overview 
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Third-Party ApplicationsAll of the third-party CTI applications currently supported by DEFINITY ECS are also supported by 
DEFINITY ProLogix Solutions. The following is a list of some CTI applications that are currently available. 
Availability of these applications varies by country.
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SmartRoute
SmartRoute is a sophisticated routing system for call center environments. It 
enables users to define custom sets of rules for real-time call routing by 
associating scripts with PBX facilities receiving calls. SmartRoute enhances the 
ability of a call center’s PBX/ACD to make decisions about call routing by 
enabling customer-oriented decisions. Scripts may be set up to access various 
sets of customer-specific data via an ODBC interface, enabling users to route 
callers intelligently to the best-fit agent for the particular situation. 
•
Sixth Sense
Sixth Sense enables call centers to perform screen-pops and a variety of 
subsequent call wrap-up functions such as completing forms, updating databases, 
faxing information, sending E-mail, etc. Sixth Sense is a 32-bit Microsoft 
Windows application that runs on Windows NT and Windows 95 and waits for 
certain events to occur, such as:~
telephony events (call ring, answer, or hang up)
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keyboard or mouse events (hotkey)
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Dynamic Data Exchange (DDE) events
~
timers 
						

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When Sixth Sense detects a particular event, it triggers a script to take a 
particular action such as opening or closing applications, querying or updating 
databases, popping screens, generating documents, faxing information, or pre-
filling forms. By automating these activities, Sixth Sense saves call center agents 
a significant amount of time. 
•
Intuition ™
Intuition is a scaled down version of Sixth Sense that was designed to be a cost-
effective software application to provide easier entry into CTI applications for 
small Call Center customers. Intuition automates the business process by using 
sophisticated rules-based intelligence. It “listens” for events such as inbound and 
outbound calls, DDE, hot key and time based events, then applies the Rules you 
define. For example, the you can define an Intuition Rule that runs a script or 
opens a spreadsheet when you get a call from a stockbroker. 
While Intuition is similar to Sixth Sense, Intuition integrates tightly with 
SoftPhone Agent v.5 and includes the following new features:~
Script Recorder for creating script by recording user keystrokes
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simulation for telephony events
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auto-attendant support for scriptless call handling
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enhanced User Interface 
						

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•
Fast Call® Agent 3.0
FastCall Agent is the next generation of Lucent’s most popular CTI middleware 
product known as FastCall. This new release is newly designed and now offers an 
even easier installation and usability than ever before. FastCall Agent provides a 
broad range of CTI functionality without requiring changes to applications or 
development of custom software programs. 
FastCall Agent resides between the telephone system and computer applications 
– thus the term “middleware.” This approach allows the agent to enable these 
applications with inbound and outbound CTI capabilities without computer code 
changes within the application itself. This provides tremendous flexibility for 
companies with multiple departments that can benefit from CTI capabilities, 
particularly when each department has a different application. In addition, 
changes to the application do not effect FastCall Agent. Rather, FastCall Agent 
can be reconfigured to adapt to a new application quickly and easily. FastCall 
Agent “screen pops” populate a call center agent’s Windows-based application 
screen based on the calling number (ANI), called number (DID, DNIS, ACD 
group, or other telephone system identifier), or the caller’s touch tone input as the 
incoming call is received. These applications could include databases, help desk 
packages, sales force automation programs, personal information managers 
(PIMs), contact managers, word processors, spreadsheets, customized inquiry 
systems, or a combination. 
						

							7  PassageWay Direct Connection SolutionsDEFINITY ProLogix Solutions Release 2 Overview 
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PassageWay Direct Connection SolutionsPassageWay Direct Connection products bring the telephone and personal computer together into an 
integrated voice and data workstation that can greatly enhance communications and productivity. 
PassageWay Direct Connection is well-suited for those users who are constantly conducting business using 
both a Windows-based personal computer and a telephone and want to boost their efficiency. 
PassageWay Direct Connection provides valuable computer-telephony benefits, plus it is a platform bridge 
to a wealth of other computer-telephony applications. Microsoft Windows Telephony Application 
Programming Interface (TAPI) support and Telephony Manager Script Editor and Auto-Task Manager allow 
independent software vendors or internal software developers to create new computer telephony integration 
applications or to enable existing applications to be interfaced to the telephone. These independent software 
vendors’ products use the PassageWay platform to expand the power and flexibility of computer telephony 
integration at the desktop.
PassageWay Direct Connection supports international companies that need “A-law” support. PassageWay 
Direct Connection also supports the 8400 series telephones, which allow both 2-wire and 4-wire 
connections, and the 6400 series telephones, which allow 2-wire connections.
PassageWay Direct Connection consists of the following applications:
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PassageWay Telephony Manager
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PassageWay Service Provider 
						

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PassageWay Telephony Manager R2.0PassageWay Telephony Manager is a set of computer telephony integration (CTI) applications that enable 
you to control telephone calls (both incoming and outgoing) directly from your IBM-compatible PC. These 
applications run with Microsoft Windows 95 and Microsoft Windows NT 4.0 or later and provide you with 
an interface between your PC and DEFINITY ProLogix Solutions via your telephone.
PassageWay Telephony Manager increases your telecommunications capabilities by providing the following 
applications:
•
Telephony Manager
Telephony Manager enables you to control telephone calls (both incoming and 
outgoing) directly from your PC. From the Telephony Manager window, you can:~
make calls from your PC
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answer calls at your PC
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view the calling/called party information for each call if you receive caller ID 
at your telephone
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provide space to take notes during calls
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place calls on hold with your PC
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hang up calls from your PC
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transfer calls from your PC
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set up and manage conference calls from your PC
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program system feature buttons 
						

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Phonebook
Phonebook is a PC application that enables you to maintain names, addresses, 
telephone numbers, and other information you need in a “card file.” You can 
place calls directly from Phonebook “cards,” and you can set Telephony Manager 
to match the telephone numbers of incoming calls (caller ID) with entries in 
Phonebook. If the telephone number matches an entry in Phonebook, Telephony 
Manager displays the name of the caller, enabling you to know who is calling 
before you answer your telephone.
•
Log Manager
Log Manager enables you to access information from the call log, which stores a 
record of every call you make and receive while Telephony Manager is running. 
Using Log Manager, you can review and edit notes you took during calls via 
Telephony Manager and place calls directly from the call records.
•
Script Editor
Script Editor is an application that enables you to automate routine tasks by 
recording scripts that you can run with Telephony Manager. Scripts are user-
defined tasks (such as running a program, redirecting a call, or performing a set 
of actions). For example, using Script Editor, you can program automatic “screen 
pops,” where your database application searches your files to find a match with 
the information for the incoming call (such as the caller ID number or caller ID 
name) automatically. If a match is found, the record containing the matching 
information in your database application is displayed without your having to 
perform any actions. You can use these scripts with Auto-Task Manager and 
Telephony Manager Function buttons. 
						

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•
Auto-Task Manager
Auto-Task Manager is an application that enables you to specify criteria (for 
example, incoming call or outgoing call, calling party number, calling party 
name, or call prompting digits) that will “trigger” scripts to run automatically. 
For example, suppose you created a script that automatically redirects incoming 
calls to a specific extension. Using Auto-Task Manager, you can create a trigger 
that will run your “redirect” script when you receive calls with Telephony 
Manager from specific telephone numbers or people.
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Anywhere Dialer
Anywhere Dialer is an application that enables you to dial telephone numbers 
from any Windows application via Telephony Manager.
Telephony Manager also includes the PassageWay Service Provider, which enables Telephony Manager to 
run with the Microsoft Windows Telephony Application Programming Interface (TAPI). For more 
information on the PassageWay Service Provider, refer to the next section.
PassageWay Service ProviderThe PassageWay Service Provider is software that enables TAPI-compliant applications such as 
PassageWay Telephony Manager, contact manager software packages, etc., to communicate using your PC, 
your telephone, and your DEFINITY ProLogix Solutions. 
The PassageWay Service Provider accepts the basic TAPI requests from your TAPI-compliant application 
and translates these requests into instructions to PassageWay Direct Connection to control your telephone 
and interact with your DEFINITY ProLogix Solutions. 
						

							7  PassageWay Direct Connection SolutionsDEFINITY ProLogix Solutions Release 2 Overview 
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RequirementsThe following system requirements must be met for PassageWay Direct Connection to function properly:
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An IBM-compatible personal computer with:~
a 486 or higher processor (Pentium recommended)
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a minimum of 16 megabytes (MB) of RAM 
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a minimum of 25 MB of hard disk space
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a 3.5-inch disk drive (CD-ROM drive recommended)
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an available serial port
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a Windows-compatible pointing device (a mouse or trackball)
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a VGA (or higher resolution) monitor
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Any of the following operating systems:~
Microsoft Windows 95
~
Microsoft Windows NT 4.0