Avaya IP Office

Syntelate XA supports several CTI (computer telephony integration) solutions for voice calls. One of these solutions is integration with Avaya IP Office™ via the Telephony API (TAPI). This is done using TAPILink Pro.

How It Works

At a very high level, here’s how Syntelate XA’s integration with IP Office works.

Telephony Login

Where a Syntelate XA workzone has been configured to use IP Office, the agent will see the Telephony Login dialog box upon selecting that workzone.

Telephony Toolbar

Once logged in to the IP Office workzone, a telephony toolbar is pinned to the top of the agent’s desktop. It is via this that the agent performs most telephony operations.

The current CTI state (shown at the top of the toolbar) defines the buttons that are shown in the toolbar and whether they are clickable or grayed out.

The following table lists the CTI states in which each button is visible and clickable.

The agent can both hang up and close an interaction record by clicking a completion button. A completion button is clickable in the following CTI states: Preview, Talking, Wrap Up, Conference.

Telephony Logout

When the agent logs out of an IP Office workzone (by clicking and then Log out), Syntelate XA logs them out of IP Office.

The agent can only log out when their agent state is Not ready.

Supported Functionality

The following functionality is supported:

• Go ready / not ready
• Answer (inbound calls)
• Dial (outbound calls)
• Cancel preview
• Hold/Unhold
• Hang up (by agent/customer)
• Blind transfer
• Consult
• Conference

Going Ready

When an agent clicks Ready in the CTI toolbar, in IP Office their phone is taken out of “do not disturb”. They can then receive inbound calls.

For each workzone, you can define whether:

• The workzone is outbound only.
• The workzone accepts inbound calls but only for agents in a particular agent group.
• The workzone accepts inbound calls for all agents.

If an agent is not set up to receive inbound calls for a particular workzone in Syntelate XA, then going ready while logged into that workzone does not turn off do not disturb in IP Office. Clicking Ready inSyntelate XAdoes, however, allow them to be passed other types of interaction, such as outbound calls to make, emails, or chats.

Going Not Ready

When the agent clicks Not ready, Syntelate XA prompts the agent to select a not ready reason.

You must define the not ready reasons that you want to use.

If the agent goes not ready while on a call, their agent state is set to Pending Not Ready. This changes to Not Ready upon completion of the call.

Going not ready turns on do not disturb in IP Office.

Answer

When an agent clicks Answer to accept an inbound call, the following fields are populated in the interaction record:

• LKTL_CLI: Calling line identification
• LKTL_DDI: Direct dial-in
• LKTL_UCID: Universal call identifier
• LKTL_UUI: User-to-user information

For existing customers, this lets Syntelate XA match on the customer’s phone number and then display the customer’s details to the agent.

Dial

If the agent clicks Dial, the Dial window shows.

The agent can use this window to make outbound calls.

Cancel preview

Syntelate XA can pass outbound calls to the agent in preview. This lets the agent review the customer’s details before making the call.

If the agent decides not to make the call, they can click Cancel preview. This completes the call using the completion code that has been defined for the workzone. The agent then moves onto the next item in their workload.

If the agent is set up to receive inbound calls, an outbound record in preview can be interrupted by an inbound call.

Hang up

If the agent is disconnected from the customer during a call — for example, due to the customer hanging up — a message informs the agent of this.

The agent can hang up by clicking Hang up in the CTI toolbar. Alternatively, the agent can both hang up and close the interaction record by clicking a completion button.

Blind transfer

There are two ways in which the agent can transfer the customer to another number:

• Blind transfer
• Warm transfer (in other words, transferring from a consult)

With blind transfer, the agent is immediately disconnected from the customer upon initiating the transfer. As such, the party to whom the call is transferred comes at it “blind” (with no introduction from the initial agent about what the customer is calling about).

Consult and Conference

Consult lets the agent speak to another party while the customer is on hold. To use consult, the agent’s phone must have exactly two line appearances. Syntelate XA does not support more than two line appearances for an agent phone.

While on a consult, the agent can do the following:

• Transfer: Transfers the call to the other party and ends the call for the agent (“warm transfer”).
• Retrieve: Drops the other party from the call and takes the customer off hold.
• Conference: Takes the customer off hold and lets them participate in a three-way call with the agent and the other party.

Syntelate XA supports both agent consult and external consult.

With agent consult, the other party is another agent in Syntelate XA who is logged into a workzone that uses the same universe (“agent B”). While on a consult, agent B can see the customer’s details in their desktop but cannot edit them. Agent B’s telephony toolbar shows appropriate buttons based on their role as consult receiver.

If agent A transfers the call, agent B’s desktop becomes editable and their telephony toolbar updates as appropriate.

With external consult, the other party is either:

• Anyone other than an agent logged in to Syntelate XA
• An agent logged in to Syntelate XA but on a workzone that uses a different universe

What You Need

For Syntelate XA to integrate with IP Office, you must have:

• Avaya IP Office™
• TAPILink Pro configured for third-party call control and installed on the Syntelate XA server

Avaya Contact Center Select

Syntelate XA also supports the use of Avaya Contact Center Select (ACCS) with IP Office.

Workzone Configuration

In Syntelate XA, all CTI integrations are configured in Designer's Workzone Editor. Here is a screenshot of the configuration screen in Workzone Editor.

The following three settings in a CTI workzone must be completed to create a telephony channel in Syntelate XA:

• CTI: Offers types of telephony to choose from.

• CTI configuration (JSON): This is where you specify the telephony server connections.

• CTI run options (JSON): This is where you specify the telephony behavior at runtime, in other words, how Syntelate XA should handle calls on the Syntelate XA Agent Desktop.

The CTI configuration and run options need to be provided in JSON format.

Documentation of each option is given in the sections below.

IP Office and ACCS

To set up IP Office to use ACCS, make sure you include the ACCS settings that are in the CTI configuration documentation below.

CTI configuration (JSON)

{
    /* Standard settings */
    "CtiSource": "IPOffice",
    "CtiApiUrl": " ",
    "LoginRequired": true,
    "AutoLogin": true,
    "RecordLoginDetails": true, 
    "PopOnOutgoing": true,
    
    /* TAPI server settings */
    "cancelPreviewCode": "~PrvCncl~",
    
    /* ACCS settings */
    "CctConfig": {
        "Primary":" ",
        "Domain": " ",
        "Port": " ",
        "SingleSignOn": true,
        "AfterCallWorkCode": ""
        }
}

Standard Settings

The standard settings are required.

TAPI Settings

The TAPI setting is required.

ACCS Settings

You only need to include the ACCS settings if you are using IP Office with ACCS.

CTI run options (JSON)

{    
    /* Go ready options */
    "GoReadyOptions": {
        "IncomingCallsAgentGroup": 0,
        "OutboundOnly": false,
        "OutboundOnlyAuxCode": 0, 
        "GoReadyWithManualIn": false
    },        
    /* Call options */
    "CallOptions": {
        "ExtnLength": 5,
        "ExtnLengthComparison": ">",
        "ExternalPrefix": "0",
    },
    /* Wrap timer options */
    "WrapTimer": {
        "Countdown": true,
        "CountdownTimeoutSecs": 30,
        "CountdownAddTimeCount": 1,
        "CountdownAddTimeSecs": 10,
        "autoCompleteCode": "AUTOWRAP"
    },
}

Go Ready Options

Call Options

Wrap Timer Options

Not Ready Reasons

Not ready reasons are held in the CTINOTREADYREASONS database table.

You can manage the not ready reasons either from the configuration desktop or directly in the database.

For guidance on using the configuration desktop to manage the not ready reasons, see Not Ready Reasons.

If you prefer to use the database, ensure that you add a new record for each not ready reason. For guidance, see CTINOTREADYREASONS.