Nortel TAPI User manual

Part No. 213346.02

August 2003

Network Managers Guide for

Symposium TAPI Service

Provider for Succession,

release 3.0

2

213346.02

The information in this document is subject to change without notice. The statements, configurations, technical data, and

recommendations in this document are believed to be accurate and reliable, but are presented without express or implied

warranty. Users must take full responsibility for their applications of any products specified in this document. The

information in this document is proprietary to Nortel Networks Inc.

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Nortel Networks, the Nortel Networks logo, the Globemark, Meridian, Optivity, and Symposium are trademarks of

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Adobe and Acrobat Reader are trademarks of Adobe Systems Incorporated.

The asterisk after a name denotes a trademarked item.

Statement of conditions

In the interest of improving internal design, operational function, and/or reliability, Nortel Networks Inc. reserves the

right to make changes to the products described in this document without notice.

Nortel Networks Inc. does not assume any liability that may occur due to the use or application of the product(s) or

circuit layout(s) described herein.

Restricted rights legend

Use, duplication, or disclosure by the United States Government is subject to restrictions as set forth in subparagraph

(c)(1)(ii) of the Rights in Technical Data and Computer Software clause at DFARS 252.227-7013.

Notwithstanding any other license agreement that may pertain to, or accompany the delivery of, this computer software,

the rights of the United States Government regarding its use, reproduction, and disclosure are as set forth in the

Commercial Computer Software-Restricted Rights clause at FAR 52.227-19.

Statement of conditions

In the interest of improving internal design, operational function, and/or reliability, Nortel Networks Inc. reserves the

right to make changes to the products described in this document without notice.

Nortel Networks Inc. does not assume any liability that may occur due to the use or application of the product(s) or

circuit layout(s) described herein.

rights reserved. Redistribution and use in source and binary forms of such portions are permitted, provided that the

above copyright notice and this paragraph are duplicated in all such forms and that any documentation, advertising

materials, and other materials related to such distribution and use acknowledge that such portions of the software were

developed by the University of California, Berkeley. The name of the University may not be used to endorse or promote

products derived from such portions of the software without specific prior written permission.

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Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0

SUCH PORTIONS OF THE SOFTWARE ARE PROVIDED “AS IS” AND WITHOUT ANY EXPRESS OR

IMPLIED WARRANTIES, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF

MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

In addition, the program and information contained herein are licensed only pursuant to a license agreement that contains

restrictions on use and disclosure (that may incorporate by reference certain limitations and notices imposed by third

parties).

This equipment complies with Part 68 of FCC Rules. All direct connections to telephone network lines must be made

using standard plugs and jacks compliant with FCC Part 68. Please note the following:

1. You are required to request service from the telephone company before you connect the unit to a network. When

you request service, you must provide the telephone company with the following data:

• When you request T1 Service, you must provide the telephone company with

— The Facility Interface Code

Provide the telephone company with all the codes below:

– 04DU9-BN (1.544 MB, D4 framing format)

– 04DU9-DN (1.544 MB, D4 framing format with B8ZF coding)

– 04DU9-1KN (1.544 MB, ESF framing format)

– 04DU9-1SN (1.544 MB, ESF framing format with B8ZF coding)

– 04DU9-1ZN (1.544 MB, ANSI ESF and ZBTSI without line power)

The telephone company will select the code it has available.

— The Service Order Code(s) (SOC): 6.0F

— The required Universal Service Order Code (USOC) jack: RJ48C

• When you request 56K/64K Service, you must provide the telephone company with

— The Facility Interface Code: 04DU5-56/64

— The Service Order Code(s) (SOC): 6.0F

— The required Universal Service Order Code (USOC) jack: RJ48S

• When you request V.34 Service, you must provide the telephone company with

— The required Universal Service Order Code (USOC) jack: RJ11C

— The make, model number, Ringer Equivalence Number (REN), and FCC Registration number of the unit

The REN helps you determine the number of devices you can connect to your telephone line and still have

all of those devices ring when your number is called. In most, but not all, areas, the sum of the RENs of all

devices should not exceed 5.0. To be certain of the number of devices you can connect to your line, you

should call your local telephone company to determine the maximum REN for your calling area. This

equipment must not be used on party lines or coin lines.

• When you request ISDN “U” Interface Service, you must provide the telephone company with

— The Facility Interface Code: 02IS5

— The Service Order Code(s) (SOC): 6.0F

— The required Universal Service Order Code (USOC) jack: RJ49C

• When you request ISDN “S/T” Interface Service, you must provide the telephone company with

— The Service Order Code(s) (SOC): 6.0N

— The make, model number, and FCC Registration number of the NT1

Note: ISDN S/T cannot be directly connected to the network.

• When you request Primary Rate ISDN Service, you must provide the telephone company with

— The Facility Interface Code: 04DU9-1SN (1.544 MB, ESF framing format with B8ZF coding)

— The Service Order Code(s) (SOC): 6.0F

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— The required Universal Service Order Code (USOC) jack: RJ48C

2. Your telephone company may make changes to its facilities, equipment, operations, or procedures that could affect

the proper functioning of your equipment. The telephone company will notify you in advance of such changes to

give you an opportunity to maintain uninterrupted telephone service.

3. If the unit causes harm to the telephone network, the telephone company may temporarily discontinue your service.

If possible, they will notify you in advance, but if advance notice is not practical, you will be notified

as soon as possible and will be informed of your right to file a complaint with the FCC.

4. If you experience trouble with the unit, please contact the Nortel Networks Technical Solutions Center in

your area for service or repairs. Repairs should be performed only by service personnel authorized by

Nortel Networks.

North America (800) 4NORTEL or (800) 466-7835

EMEA (33) (4) 92-966-968

Asia Pacific (61) (2) 9927-8800

China (800) 810-5000

5. You are required to notify the telephone company when you disconnect the unit from the network.

Nortel Networks Inc. software license agreement

This Software License Agreement (“License Agreement”) is between you, the end-user (“Customer”) and Nortel

Networks Corporation and its subsidiaries and affiliates (“Nortel Networks”). PLEASE READ THE FOLLOWING

CAREFULLY. YOU MUST ACCEPT THESE LICENSE TERMS IN ORDER TO DOWNLOAD AND/OR USE THE

SOFTWARE. USE OF THE SOFTWARE CONSTITUTES YOUR ACCEPTANCE OF THIS LICENSE

AGREEMENT. If you do not accept these terms and conditions, return the Software, unused and in the original shipping

container, within 30 days of purchase to obtain a credit for the full purchase price.

“Software” is owned or licensed by Nortel Networks, its parent or one of its subsidiaries or affiliates, and is copyrighted

and licensed, not sold. Software consists of machine-readable instructions, its components, data, audio-visual content

(such as images, text, recordings or pictures) and related licensed materials including all whole or partial copies. Nortel

Networks grants you a license to use the Software only in the country where you acquired the Software. You obtain no

rights other than those granted to you under this License Agreement. You are responsible for the selection of the

Software and for the installation of, use of, and results obtained from the Software.

1. Licensed Use of Software. Nortel Networks grants Customer a nonexclusive license to use a copy of the Software

on only one machine at any one time or to the extent of the activation or authorized usage level, whichever is applicable.

To the extent Software is furnished for use with designated hardware or Customer furnished equipment (“CFE”),

Customer is granted a nonexclusive license to use Software only on such hardware or CFE, as applicable. Software

contains trade secrets and Customer agrees to treat Software as confidential information using the same care and

discretion Customer uses with its own similar information that it does not wish to disclose, publish or disseminate.

Customer will ensure that anyone who uses the Software does so only in compliance with the terms of this Agreement.

Customer shall not a) use, copy, modify, transfer or distribute the Software except as expressly authorized; b) reverse

assemble, reverse compile, reverse engineer or otherwise translate the Software; c) create derivative works or

modifications unless expressly authorized; or d) sublicense, rent or lease the Software. Licensors of intellectual property

to Nortel Networks are beneficiaries of this provision. Upon termination or breach of the license by Customer or in the

event designated hardware or CFE is no longer in use, Customer will promptly return the Software to Nortel Networks

or certify its destruction. Nortel Networks may audit by remote polling or other reasonable means to determine

Customer’s Software activation or usage levels. If suppliers of third party software included in Software require Nortel

Networks to include additional or different terms, Customer agrees to abide by such terms provided by Nortel Networks

with respect to such third party software.

2. Warranty. Except as may be otherwise expressly agreed to in writing between Nortel Networks and Customer,

Software is provided “AS IS” without any warranties (conditions) of any kind. NORTEL NETWORKS DISCLAIMS

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Network Managers Guide for Symposium TAPI Service Provider for Succession, release 3.0

ALL WARRANTIES (CONDITIONS) FOR THE SOFTWARE, EITHER EXPRESS OR IMPLIED, INCLUDING,

BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A

PARTICULAR PURPOSE AND ANY WARRANTY OF NON-INFRINGEMENT. Nortel Networks is not obligated to

provide support of any kind for the Software. Some jurisdictions do not allow exclusion of implied warranties, and, in

such event, the above exclusions may not apply.

3. Limitation of Remedies. IN NO EVENT SHALL NORTEL NETWORKS OR ITS AGENTS OR SUPPLIERS BE

LIABLE FOR ANY OF THE FOLLOWING: a) DAMAGES BASED ON ANY THIRD PARTY CLAIM; b) LOSS OF,

OR DAMAGE TO, CUSTOMER’S RECORDS, FILES OR DATA; OR c) DIRECT, INDIRECT, SPECIAL,

INCIDENTAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES (INCLUDING LOST PROFITS OR SAVINGS),

WHETHER IN CONTRACT, TORT OR OTHERWISE (INCLUDING NEGLIGENCE) ARISING OUT OF YOUR

USE OF THE SOFTWARE, EVEN IF NORTEL NETWORKS, ITS AGENTS OR SUPPLIERS HAVE BEEN

ADVISED OF THEIR POSSIBILITY. The forgoing limitations of remedies also apply to any developer and/or supplier

of the Software. Such developer and/or supplier is an intended beneficiary of this Section. Some jurisdictions do not

allow these limitations or exclusions and, in such event, they may not apply.

4. General

a. If Customer is the United States Government, the following paragraph shall apply: All Nortel Networks

Software available under this License Agreement is commercial computer software and commercial computer

software documentation and, in the event Software is licensed for or on behalf of the United States

Government, the respective rights to the software and software documentation are governed by Nortel

Networks standard commercial license in accordance with U.S. Federal Regulations at 48 C.F.R. Sections

12.212 (for non-DoD entities) and 48 C.F.R. 227.7202 (for DoD entities).

b. Customer may terminate the license at any time. Nortel Networks may terminate the license if Customer fails

to comply with the terms and conditions of this license. In either event, upon termination, Customer must

either return the Software to Nortel Networks or certify its destruction.

c. Customer is responsible for payment of any taxes, including personal property taxes, resulting from

Customer’s use of the Software. Customer agrees to comply with all applicable laws including all applicable

export and import laws and regulations.

d. Neither party may bring an action, regardless of form, more than two years after the cause of the action arose.

e. The terms and conditions of this License Agreement form the complete and exclusive agreement between

Customer and Nortel Networks.

f. This License Agreement is governed by the laws of the country in which Customer acquires the Software. If

the Software is acquired in the United States, then this License Agreement is governed by the laws of the state

of New York.

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Network Managers Guide for Symposium TAPI Service Provider for Meridian 1, release 3.0

Preface 19

Before you begin 19

Text conventions 20

Related publications 21

Chapter 1

Overview 23

Target audience 24

Symposium TAPI SP architecture options 25

Call center environment 25

Knowledge worker environment 27

Networked TAPI and IVR 28

Microsoft TAPI server and client 29

Meridian Link Services 29

Configuration and maintenance 29

License Manager 30

Features of Symposium TAPI SP 30

Basic call control 31

Enhanced call control 31

Automatic call distribution 31

ACD proxy service 32

Agent walkaway feature 32

Telephone set control 33

Outbound and predictive dialing applications 33

Trunk monitoring 33

Interactive voice response 33

Auto link recovery feature 34

Dynamic database feature 34

Administration features 34

Symposium configuration application 34

TAPIDBM Logger 34

Logger application 35

Microsoft TAPI browser application 35

Symposium TAPI SP feature interactions 35

Feature interactions in a call center environment 35

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Feature interactions in a knowledge worker environment 36

Feature interactions in all environments 36

Feature interactions with other software applications 37

Networking between Symposium TAPI Service Providers 37

On demand call data 37

Call data networking requirements 38

Chapter 2

Installation guidelines 39

General prerequisites 40

Preparing the TAPI server 40

Preparing the Succession switch 40

Required applications 41

Optional applications 41

Configuring local area networks 42

Configuring the E-LAN 42

Assigning an IP address for the Succession switch 43

Defining a routing table 43

Primary IP address procedures 44

Activation procedure 44

Validation procedure 44

Recovery procedure 45

Installation notes for a knowledge worker environment 46

Installation notes in a Symposium call center environment 47

Preparing a Symposium Call Center Server 48

Prerequisites 48

Configuring an isolated C-LAN for TAPI traffic 49

Installing Symposium TAPI SP software 50

Chapter 3

Preparing the TAPI environment 57

Microsoft TAPI terminology 57

TAPI server domains 58

Windows 2000 and Windows Server 2003 domain architecture 58

Trust relationships between domains 59

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Network Managers Guide for Symposium TAPI Service Provider for Meridian 1, release 3.0

Symposium TAPI SP domain considerations 59

Configuring domains on a Windows 2000 server 62

Configuring domains on a Windows Server 2003 server 63

Remote procedure calls and trust relationships 66

Client user issues 68

Configuring Microsoft TAPI for Symposium TAPI SP 68

Avoiding basic configuration problems 69

Configuring a Windows 2000 server for Symposium TAPI 70

Enabling telephony services 70

Assigning lines to clients 73

Configuring a Windows Server 2003 server for Symposium TAPI 76

Enabling telephony services 76

Assigning lines to clients 80

Configuring TAPI clients 82

Chapter 4

Configuration guidelines 85

Downloading information from the Succession switch 86

Converting the text file 87

Configuring the Symposium TAPI SP database 90

Configuring the provider table 91

Configuring the Succession Host table 93

Configuring the trunk table 95

Configuring the treatments table 96

Configuring the TN table 98

Adding a new TN 98

Modifying a TN 99

Deleting a TN/all TNs 100

Adding a DN 101

Modifying a DN 101

Deleting a DN 102

Adding a CDN 102

Configuring the network TAPI/IVR table 104

Adding an IVR remote host address 106

Modifying an IVR remote host address 107

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Deleting an IVR remote host address 108

Deleting all IVR remote host addresses 108

Configuring License Manager 109

109

Configuring SAP compliance 111

Configuring the log styles table 113

Adding a log style 114

Editing a log style 115

Deleting a log style 115

Configuring an additional database 116

Chapter 5

Upgrading Symposium TAPI SP 117

Upgrading Symposium TAPI SP software 117

Performing an Upgrade From an Earlier Release To Symposium TAPI SP 3.0 118

Performing a full reinstall 120

Removing an earlier release from a Windows 2000 server 121

Removing an earlier release from a Windows 2003 server 121

Configuring the latest software release 122

Recovering database table information 122

Verifying the software upgrade 123

Upgrading Symposium TAPI SP features 123

License management when upgrading 123

Increasing the number of clients 123

Adding new features or changing the TAPI environment 124

Uninstalling TAPI SP 3.0 124

Chapter 6

Networked TAPI/IVR 127

Integrated IVR-CTI 127

IVR-CTI call flow example 128

LAN configuration 129

IVR-CTI integration in a Succession environment 129

Symposium TAPI SP IVR driver 130

IVR-CTI messages 130

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Network call data 131

Periphonics IVR system 132

Overview of the VPS/is 132

Overview of the IPML server 133

Networking call data 133

Configuring networking call data capabilities 135

Call data networking between IVR and Symposium TAPI SP 136

Verifying call data networking 136

Call data networking between TAPI servers with NACD overflow 140

Verifying NACD overflow with TAPI operations 141

Call data networking between TAPI service providers without NACD overflow 144

Verifying call data networking without NACD 145

Troubleshooting IVR and networking features 146

No IVR registration message on TAPI server initialization 147

No call data message received by TAPI server when a call is transferred from IVR

port to ACD queue 148

Call data appears in overflow.log file, but does not appear in screen pop to agent

148

No call data is seen when transferred or conferenced to a remote Succession

switch 149

Call data does not appear to agent when a call is transferred using NACD

overflow 150

Blind transfer fails between networked Symposium TAPI SPs. 150

Call data lost between networked transfers using direct connect. 150

Chapter 7

Compatibilities and features 153

Product compatibilities 153

Succession switch compatibility 153

Telephone set compatibility 154

Desktop PC compatibility 155

Microsoft TAPI compatibility 156

Windows 2000 service pack compatibility 156

Interface device compatibility 157

Nortel Networks application compatibility 157

Third-party application compatibility 158

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Feature support 158

Basic call control 158

Enhanced call control 159

ACD 160

Lines and DNs 161

Device controls 161

Communication 162

Security 163

Diagnostic 163

General administration 164

Succession CSE1000 support 164

Remote Office support 164

Multiple appearance DN (MADN) feature support 164

Chapter 8

Troubleshooting 167

License Manager troubleshooting applications 167

Logger troubleshooting application 167

Running a troubleshooting session 168

Saving troubleshooting information 169

Controlling the size of the active log file 169

Printing the log file 169

TAPIDBM.exe troubleshooting application 170

Running a TAPIDBM troubleshooting session 170

Microsoft TAPI browser application 171

Verifying default line properties 171

Verifying that telephone sets are configured correctly 173

Using the TAPI browser for acceptance testing 174

Answering an incoming call 174

Making a blind transfer of a call 174

Creating a 3-party conference call 175

Calling from a digital telephone set to DN and ACD sets 175

Putting a call on hold and unhold 175

Windows phone dialer application 176

Common troubleshooting issues 176

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Network Managers Guide for Symposium TAPI Service Provider for Meridian 1, release 3.0

Symposium TAPI SP fails to initialize lines 177

First call attempt fails 177

Download from the Succession switch fails 178

Testing connectivity 178

Testing the TCP/IP connection 178

Idle message when a remote party disconnects a call 178

No telephony devices appear in TCMApp 179

Connectivity problems and solutions 179

Port conflicts 180

Microsoft TAPI issues 182

No error recovery 182

TAPISRV unable to locate the DLL file 182

LINERR_NODRIVER error message 182

LineInitializeEx reports Success when the service is stopped 182

Meridian Link Services issues 182

Meridian Link Services presents no information 183

Call progress messages not delivered 183

Status change messages not delivered 184

Dropping the original call during consultation transfer 185

Transferring number not displayed 185

Caller ID not reported 185

Call status messages sent by Meridian Link Services 185

Called number not displayed when routed to a CDN 185

Call parking not supported 185

Enhanced ISDN progress messages for outbound calls 186

Glossary of acronyms 187

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Network Managers Guide for Symposium TAPI Service Provider for Meridian 1, release 3.0

Figure 1 TAPI architecture in a call center environment 26

Figure 2 TAPI direct connection architecture 27

Figure 3 TAPI system architecture supporting IVR functionality 28

Figure 4 Direct connect installation for a knowledge worker environment 46

Figure 5 SCCS installation in a call center environment 47

Figure 6 Isolating TAPI-traffic on a separate C-LAN 49

Figure 7 Setup Type window 51

Figure 8 TAPI server type window 52

Figure 9 InstallShield wizard complete window 53

Figure 10 Standard multidomain configuration 60

Figure 11 Non-standard multidomain configuration 61

Figure 12 Active Directory Users and Computers window 62

Figure 13 Select Group window 63

Figure 14 Active Directory Users and Computers window 64

Figure 15 Select Group window 65

Figure 16 Select Computer window 70

Figure 17 Telephony Server Properties window 71

Figure 18 Select Users window 72

Figure 19 Telephony Services administration window 74

Figure 20 Edit Users window 74

Figure 21 Telephony window 76

Figure 22 Select Computer window 77

Figure 23 Telephony Server Properties window 78

Figure 24 Select Users window 79

Figure 25 Telephony Services administration window 81

Figure 26 Edit Users window 81

Figure 27 Configuration application window 88

Figure 28 Opening the download.txt file 89

Figure 29 Text File Translator Status window 89

Figure 30 Provider Table window 91

Figure 31 Succession Host window 93

Figure 32 Treatments Table window 96

Figure 33 Line Devices window 98

Figure 34 Add a Terminal Number Record window 99

Figure 35 Line PAdd a Terminal Number Record window properties window 100

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Figure 36 Warning message 101

Figure 37 DN Properties window 102

Figure 38 CDN window 103

Figure 39 Add a Control Directory Number window 103

Figure 40 Network TAPI/IVR server window 105

Figure 41 Add Remote Host Address window 106

Figure 42 Edit Remote Host Address window 107

Figure 43 License Manager Tab 109

Figure 44 License Manager Tab 110

Figure 45 Compliance window 111

Figure 46 Enabling SAP compliance 112

Figure 47 Log styles window 114

Figure 48 IVR-CTI call flow example 128

Figure 49 Networking call data 134

Figure 50 TAPI browser application 137

Figure 51 Open all lines display in the TAPI brower application 138

Figure 52 Displaying call information in the TAPI browser application 139

Figure 53 TAPI browser application 142

Figure 54 Open all lines display in the TAPI brower application 143

Figure 55 Displaying call information in the TAPI browser application 144

Figure 56 Logger window 168

Figure 57 Logger window 170

Figure 58 TAPI Browser window 171

Figure 59 Default Values Parameter window 172

Figure 60 LineOpen window 173

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Network Managers Guide for Symposium TAPI Service Provider for Meridian 1, release 3.0

Table 1 Required Succession applications 41

Table 2 Optional Succession applications 41

Table 3 Succession switch compatibility 153

Table 4 Telephone set compatibility 154

Table 5 Desktop PC compatibility 155

Table 6 Microsoft TAPI compatibility 156

Table 7 Windows 2000 service pack compatibility 156

Table 8 Interface device compatibility 157

Table 9 Nortel Networks application compatibility 157

Table 10 Third-party application compatibility 158

Table 11 Basic call control 158

Table 12 Enhanced call control 159

Table 13 ACD 160

Table 14 Line and DN capacities 161

Table 15 Device controls 161

Table 16 Communication 162

Table 17 Security 163

Table 18 Diagnostic 163

Table 19 General administration 164

Table 20 Resolving connectivity issues 179

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Network Managers Guide for Symposium TAPI Service Provider for Meridian 1, release 3.0

Preface

This Network Managers Guide provides installation, configuration, upgrading,

and troubleshooting guidelines for configuring a telephony application

programming interface (TAPI) server on Microsoft* Windows 2000/2003

platform using Symposium TAPI Service Provider for Succession, release 3.0.

Before you begin

The Network Managers Guide for Symposium TAPI Service Provider for

Meridian 1, release 3.0, is designed to be read by system integrators, network

managers, and sales engineers who have expert knowledge of the following

products:

• Succession switch

• Microsoft TAPI software

• Microsoft Windows 2000 or 2003 server

If you are using Symposium TAPI Service Provider for Succession in a Call

Center environment, expert knowledge of Symposium Call Center products is

also a requirement.

20 Preface

213346.02

Text conventions

This guide uses the following text conventions:

angle brackets (< >) Indicate that you choose the text to enter based on the

description inside the brackets. Do not type the

brackets when entering the command.

Example: If the command syntax is

ping <ip_address>, you enter

ping 192.32.10.12

bold Courier text

Indicates command names and options and text that

you need to enter.

Example: Use the

dinfo command.

Example: Enter

show ip {alerts|routes}.

braces ({}) Indicate required elements in syntax descriptions where

there is more than one option. You must choose only

one of the options. Do not type the braces when

entering the command.

Example: If the command syntax is

show ip {alerts|routes}, you must enter either

show ip alerts or show ip routes, but not both.

brackets ([ ]) Indicate optional elements in syntax descriptions. Do

not type the brackets when entering the command.

Example: If the command syntax is

show ip interfaces [-alerts], you can enter

either

show ip interfaces or

show ip interfaces -alerts.

italic text Indicates new terms, book titles, and variables in

command syntax descriptions. Where a variable is two

or more words, the words are connected by an

underscore.

Example: If the command syntax is

show at <valid_route>, valid_route is one

variable and you substitute one value for it.

plain Courier

text

Indicates command syntax and system output, for

example, prompts and system messages.

Example:

Set Trap Monitor Filters

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