Checklist for CTI integration

Setup example for Unify Open Scape Voice with TAPI 170 TSP.

TAPI installation	Responsibility
3rd party driver installation on the CTI JBoss server	Customer / telecommunication system administrator
Enable participants / extensions for TAPI drivers in the telecommunication system	Customer / telecommunication system administrator
Check the driver, e.g. with the Windows dialer or TAPI master	Customer / telecommunication system administrator
Check the number format (extension only, without city code or complete E.164?)	Customer / telecommunication system administrator

The CTI JBoss can be copied as a template from the CRM-JBoss.

CTI JBoss installation	Responsibility
Parallel installation to the CRM production system with its own port	CURSOR / Customer
Setting up the JBoss service with service user	CURSOR / Customer
Daily restart of the CTI JBoss service (~ 01:00 – in coordination with a possible restart of the telecommunication system)	Customer
Activate log archiving in JBoss (local directory or network drive)	CURSOR / Customer

The CTI interface requires CRM login data in order to send the events to the CRM via the Rest interface

Setting up CTI users	Responsibility
Create new technical CTI user in CRM or use technical service web service user	CURSOR
Possibly create a new CTI user in AD	Customer
Set up read/write rights to the rights template "Field rights for CTI...", possibly via a new group for this user	CURSOR

The CTI interface is set up directly in the CRM.

Setting up CTI interface	Responsibility
Store the server and port of the CTI JBoss in the system settings	CURSOR
Store the CTI user with password in the system settings	CURSOR / Customer
Customizing the telephony configuration in the admin console Length of the extension exclusion list, if applicable	CURSOR / Customer
Create the CTI server in the Admin menu TAPI 3rd party, E.164 format, server: any (e.g. TAPI 170 TSP)	CURSOR/ Customer
Create the CTI telephones for each participant in the Admin menu Number from the TAPI driver Employee allocation	CURSOR / Customer
Set up the CTI Monitor process as a timer action every 15 minutes (5:00 - 20:00)	CURSOR
Expand CTI info board if necessary	CURSOR / Customer
Expand CTI process for unknown number if necessary	CURSOR / Customer

To test the interface, a small group of participants should be activated for the time being. After a successful test, a further rollout is possible.

CTI interface test	Responsibility
Activate CTI debug log on CRM and CTI JBoss	CURSOR
Perform interface tests according to scenario	CURSOR / Customer
Evaluate logs in the event of errors and correct errors	CURSOR Support / Development