© 2009 Avaya Inc. All rights reserved.1 Chapter Three, Voic Pro Advanced Functions Module Three – TAPI

© 2009 Avaya Inc. All rights reserved.2 Module Introduction This module provides participants details for IP Office Computer Telephony Integration (CTI) features using the Telephony Application Program Interface (TAPI) available with the IP Office User Suite including: Overview of TAPI and uses PC and license requirements IP Office supported TAPI interfaces – TAPILink Lite (1 st Party) – TAPILink Pro (3 rd Party) TAPI installation and configuration Troubleshooting?

© 2009 Avaya Inc. All rights reserved.3 TAPI Overview IP Office TAPI is a client PC application that allows TAPI compliant applications to interact with the IP Office. IP Office CTI Link is available in Lite and Pro versions, which provide run- time interfaces for applications to use. Both the Lite and Pro versions are the same program. The additional functionality provided by the Pro version is enabled when the CTI Link Pro license key is installed. TAPILink Lite (1 st Party): Provides simple CTI, including answer, hangup, make-call, transfer and screen-popping functionality. TAPILink Pro (3 rd Party): Includes TAPILINK Lite functionality and adds the ability to receive information on ACD queues, hunt groups and provides additional advanced functionality.

© 2009 Avaya Inc. All rights reserved.4 PC requirements

© 2009 Avaya Inc. All rights reserved.5 TAPILink Lite TAPILink Lite provides basic first-party CTI, which is built into the IP Office. This mode is referred to as Single User in the system interface. It does not require a license and may be installed on as many PCs as required Uses Microsoft TAPI 2.1 and 3.0 Individual desktop PCs communicate with the IP Office over the LAN through an IP connection Each PC can control one telephone device

© 2009 Avaya Inc. All rights reserved.6 TAPILink Pro TAPILink Pro provides all of the features and functionality of TAPILink Lite and additionally provides 3 rd party operation when enabled with the CTI Link Pro license. A single server can control and monitor any number of telephone devices. Provides the ability to monitor and control groups allowing for: Notification of an application when a call enters a queue Redirection of a call to another location

© 2009 Avaya Inc. All rights reserved.7 TAPILink Pro - continued TAPILink Pro also supports additional TAPI functionality that is not available through TAPILink Lite. This functionality is supported through the LineGetLineDevStatus and LineDevSpecific calls. The additional features are: Agent login / logout Set and retrieve divert destination Set and retrieve extended divert status (Forward All Calls, Forward on Busy, Forward on No Answer, Do not Disturb) Set and clear the message waiting lamp Enable and disable group membership Generate and detect DTMF digits and tones