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Avaya Computer Telephony 1.3 Programmer’s Reference (TSAPI)
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Avaya Computer Telephony 1.3 Telephony Services Application Programming Interface (TSAPI) for Avaya MultiVantage Programmer’s Reference Avaya demos
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Avaya Computer Telephony 1.3
Telephony Services Application
Programming Interface (TSAPI) for Avaya
MultiVantage
Programmer’s Reference
Issue 1
October 2003
© 2003 Avaya Inc.
All Rights Reserved.
Notice
While reasonable efforts were made to ensure that the information in this
document was complete and accurate at the time of printing, Avaya Inc.
can assume no liability for any errors. Changes and corrections to the
information in this document may be incorporated in future releases.
Preventing toll fraud
"Toll fraud" is the unauthorized use of your telecommunications system
by an unauthorized party (for example, anyone who is not a corporate
employee, agent, subcontractor, or person working on your company's
behalf). Be aware that there may be a risk of toll fraud associated with
your system and that, if toll fraud occurs, it can result in substantial
additional charges for your telecommunications services.
Avaya fraud intervention
If you suspect that you are being victimized by toll fraud and you need
technical assistance or support, call Technical Service Center Toll Fraud
Intervention Hotline at +1-800-643-2353 for the United States and
Canada. For additional support telephone numbers, see the Avaya Web
site:
http://www.avaya.com
Select Support, then select Escalation Lists. This Web site includes
telephone numbers for escalation within the United States. For escalation
telephone numbers outside the United States, select Global Escalation
List.
Providing telecommunications security
Telecommunications security (of voice, data, and video communications)
is the prevention of any type of intrusion to (that is, either unauthorized or
malicious access to or use of) your company's telecommunications
equipment by some party.
Your company's "telecommunications equipment" includes both this
Avaya product and any other voice/data/video equipment that could be
accessed via this Avaya product (that is, "networked equipment").
An "outside party" is anyone who is not a corporate employee, agent,
subcontractor, or person working on your company's behalf. Whereas, a
"malicious party" is anyone (including someone who may be otherwise
authorized) who accesses your telecommunications equipment with
either malicious or mischievous intent.
Such intrusions may be either to/through synchronous (time-multiplexed
and/or circuit-based) or asynchronous (character-, message-, or
packet-based) equipment or interfaces for reasons of:
• Use (of capabilities special to the accessed equipment)
• Theft (such as, of intellectual property, financial assets, or
toll-facility access)
• Eavesdropping (privacy invasions to humans)
• Mischief (troubling, but apparently innocuous, tampering)
• Harm (such as harmful tampering, data loss or alteration,
regardless of motive or intent)
Be aware that there may be a risk of unauthorized intrusions associated
with your system and/or its networked equipment. Also realize that, if
such an intrusion should occur, it could result in a variety of losses to your
company (including, but not limited to, human and data privacy,
intellectual property, material assets, financial resources, labor costs, and
legal costs).
Your responsibility for your company's telecommunications
security
The final responsibility for securing both this system and its networked
equipment rests with you, an Avaya customer's system administrator,
your telecommunications peers, and your managers. Base the fulfillment
of your responsibility on acquired knowledge and resources from a
variety of sources, including, but not limited to:
• Installation documents
• System administration documents
• Security documents
• Hardware-/software-based security tools
• Shared information between you and your peers
• Telecommunications security experts
To prevent intrusions to your telecommunications equipment, you and
your peers should carefully program and configure:
• Your Avaya-provided telecommunications systems and their
interfaces
• Your Avaya-provided software applications, as well as their
underlying hardware/software platforms and interfaces
• Any other equipment networked to your Avaya products.
Warranty
Avaya Inc. provides a limited warranty on this product. Refer to your
sales agreement to establish the terms of the limited warranty. In
addition, Avaya’s standard warranty language, as well as information
regarding support for this product, while under warranty, is available
through the following Web site:
http://www.avaya.com/support
Link disclaimer
Avaya Inc. is not responsible for the contents or reliability of any linked
Web sites and does not necessarily endorse the products, services, or
information described or offered within them. We cannot guarantee that
these links will work all of the time and we have no control over the
availability of the linked pages.
Trademarks
Avaya is a trademark of Avaya Inc.
Adobe, Adobe Acrobat, and the Adobe logo are registered trademarks of
Adobe Systems, Inc.
Avaya and MultiVantage are trademarks of Avaya, Inc.
CallVisor, DEFINITY, and the Avaya logotype are registered trademarks
of Avaya, Inc.
Internet Explorer is a trademark of SyNet, Inc.
Microsoft, DOS, Windows, Windows NT, Windows 2000, Windows XP,
Win32, and the Microsoft logo are registered trademarks and Windows
for WorkGroups, Windows 95, and Windows 98 are trademarks of
Microsoft.
Netscape Navigator is a registered trademark of Netscape
Communications.
Pentium is a registered trademark of Intel Corporation.
Sun, Sun Microsystems and the Sun logo are registered trademarks and
Java, Solaris, and Solaris SPARC are trademarks of Sun Microsystems,
Inc. in the USA and other countries.
UNIX is a registered trademark in the USA and other countries, licensed
exclusively through X/Open Company Limited.
UnixWare is a registered trademark of the Santa Cruz Operation, Inc. in
the USA and other countries.
All products and company names are trademarks or registered
trademarks of their respective holders.
All trademarks identified by the
®
or ™ are registered trademarks or
trademarks, respectively, of Avaya Inc. All other trademarks are the
property of their respective owners.
Avaya support
Avaya provides a telephone number for you to use to report problems or
to ask questions about your contact center. The support telephone
number is 1-800-242-2121 in the United States. For additional support
telephone numbers, see the Avaya Web site:
http://www.avaya.com
Select Support, then select Escalation Lists. This Web site includes
telephone numbers for escalation within the United States. For escalation
telephone numbers outside the United States, select Global Escalation
List.
Comments
To comment on this document, send e-mail to crminfodev@avaya.com
.
Acknowledgment
This document was written by the CRM Information Development group.
Issue 1 October 2003 3
About this document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Reason for Reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Contents and Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Related Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Avaya Computer Telephony Documents . . . . . . . . . . . . . . . . . . . . . . . . 12
CSTA Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Avaya Products and Service Web Sites . . . . . . . . . . . . . . . . . . . . . . . . . 13
Private Data Version 6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Chapter 1: TSAPI Architecture Overview . . . . . . . . . . . . . . . . . . . . . . . . 15
Purpose of CSTA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
CSTA Standard and API Specification . . . . . . . . . . . . . . . . . . . . . . . . . . 16
CSTA Communication Layers Model . . . . . . . . . . . . . . . . . . . . . . . . . . 16
CSTA Client/Server Operational Model . . . . . . . . . . . . . . . . . . . . . . . . . 17
CSTA Client/Server Session and Operation Invocation Model . . . . . . . . . . . . . . . 19
Call Control and Call Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
G3 CSTA System Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
G3 CSTA Software Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
DEFINITY Generic 3 PBX Driver (G3PD). . . . . . . . . . . . . . . . . . . . . . . . 22
G3 Private Data Library Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
TSAPI Software Components Overview . . . . . . . . . . . . . . . . . . . . . . . . . 25
TSAPI Library. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Telephony Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Multiple CTI Links to a G3PD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Progress and Status of the CTI Link on Avaya CT . . . . . . . . . . . . . . . . . . . . 28
Chapter 2: G3 CSTA Service Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Supported Services and Service Groups . . . . . . . . . . . . . . . . . . . . . . . . 29
Transferring or Conferencing a Call Together with Screen Pop Information . . . . . . . . 35
CSTA Services Used to Conference or Transfer Calls . . . . . . . . . . . . . . . . . 36
Using Original Call Information to Pop a Screen . . . . . . . . . . . . . . . . . . . . 37
Using UUI to Pass Information to Remote Applications . . . . . . . . . . . . . . . . . 38
TSAPI Version Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Avaya Computer Telephony
Release 1.3
TSAPI for Avaya MultiVantage Programmer’s Reference
Contents
Contents
4 TSAPI for Avaya MultiVantage Programmer’s Reference
Private Data Version Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Private Data Version Feature Support . . . . . . . . . . . . . . . . . . . . . . . . . 42
CSTAGetAPICaps Confirmation Interface Structures for Private Data Versions 4, 5, and 6 43
Private Data Version 5 and 6 Syntax . . . . . . . . . . . . . . . . . . . . . . . . 43
Private Data Version 4 Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Private Data Feature Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Migration from Private Data Version 5 to Private Data Version 6 . . . . . . . . . . . . . 48
Private Data Function Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Set Agent State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Private Data Sample Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
G3 CSTA Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
CSTA Object: Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Device Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Device Class . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Device Identifier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
CSTA Device ID Type (Private Data Version 4 and Earlier) . . . . . . . . . . . . . . 61
CSTA Device ID Type (Private Data Version 5 and Later) . . . . . . . . . . . . . . . 62
CSTA Object: Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Call Identifier (callID) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Call Identifier Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Call State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
CSTA Object: Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Connection Identifier (connectionID) . . . . . . . . . . . . . . . . . . . . . . . . 65
Connection Identifier Conflict . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Connection Identifier Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Connection State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Connection State Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
G3 CSTA System Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Multiple Telephony Server Considerations . . . . . . . . . . . . . . . . . . . . . . . . 72
Multiple CTI Link Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Service Description Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Common ACS Parameter Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . 78
CSTAUniversalFailureConfEvent . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Common CSTA Service Errors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
ACSUniversalFailureConfEvent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Chapter 3: Call Control Service Group. . . . . . . . . . . . . . . . . . . . . . . . . . 87
Graphical Notation Used in the Diagrams . . . . . . . . . . . . . . . . . . . . . . . . 88
Alternate Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Answer Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Clear Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Clear Connection Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Conference Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Consultation Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Consultation Direct-Agent Call Service . . . . . . . . . . . . . . . . . . . . . . . . 91
Consultation Supervisor-Assist Call Service . . . . . . . . . . . . . . . . . . . . . 91
Contents
Issue 1 October 2003 5
Deflect Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Hold Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Make Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Make Direct-Agent Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Make Predictive Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Make Supervisor-Assist Call Service . . . . . . . . . . . . . . . . . . . . . . . . . 94
Pickup Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Reconnect Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Retrieve Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Transfer Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Alternate Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Answer Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Clear Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Clear Connection Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Conference Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Consultation Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Consultation Direct-Agent Call Service . . . . . . . . . . . . . . . . . . . . . . . . . 128
Consultation Supervisor-Assist Call Service . . . . . . . . . . . . . . . . . . . . . . 137
Deflect Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Hold Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Make Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Make Direct-Agent Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Make Predictive Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Make Supervisor-Assist Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Pickup Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Reconnect Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Retrieve Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Send DTMF Tone Service (Private Data Version 4 and Later) . . . . . . . . . . . . . . 209
Selective Listening Hold Service (Private Data Version 5 and Later) . . . . . . . . . . . 216
Selective Listening Retrieve Service (Private Data Version 5 and Later) . . . . . . . . . 222
Single Step Conference Call Service (Private Data Version 5 and Later) . . . . . . . . . 226
Transfer Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Chapter 4: Set Feature Service Group . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Set Advice of Charge Service (Private Data Version 5 and Later) . . . . . . . . . . . . 240
Set Agent State Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Set Billing Rate Service (Private Data Version 5 and Later) . . . . . . . . . . . . . . . 254
Set Do Not Disturb Feature Service . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Set Forwarding Feature Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Set Message Waiting Indicator (MWI) Feature Service . . . . . . . . . . . . . . . . . 265
Chapter 5: Query Service Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Query ACD Split Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Query Agent Login Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Query Agent State Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
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