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
|
CURSOR / Customer |
|
Create the CTI server in the Admin menu
|
CURSOR/ Customer |
|
Create the CTI telephones for each participant in the Admin menu
|
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 |