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CTI IntegrationEricsson MD110
When VoiceGuide is attached to
extensions on an Ericsson PBX then the Ericsson's Voicemail
Signaling Interface can provide detailed information about the
call. This information will indicate whether the call is internal
or external, whether it is a direct call into the IVR system or
whether it was redirected from another extension or 'directory
number'. It will also include information on what
extension/directory number the call was arriving or redirected from
and whether the redirection was due to busy, no answer, or a
permanent redirection setting . If the call is an external call
then the CallerID information can also be provided.
|
|
[PBXCTI] Entry |
Description |
| Type | Must be set to EricssonVoicemailSerial |
| Message_VmPortNbrLen | Number of digits PBX uses to reference the voicemail port number (2 to 5 digits) |
| Message_DirectoryNbrLen | Number of digits PBX uses to reference the directory number (2 to 10 digits) |
| Message_PublicNetworkNbrLen | Number of digits PBX uses to reference a number from an outside network (usually 20 digits) |
| Serial_CommPort | Which serial (COM) port VoiceGuide should use to communicate with the Ericsson |
| Serial_Handshaking | Flow control used. Set to 0 for None. (0 - None, 1-XonXoff, 2-RTS, 3-RTSXonXoff) |
| Serial_InputMode | Set to 2 (1=Binary, 2=Text) |
| Serial_Settings | Serial port's speed, parity, bits and stop bits setting. Set to match the PBX's serial port settings. Most systems tend to use "9600,N,8,1". Allowed parity values: Parity: E=Even M=Mark N(Default)=None O=Odd S=Space. Stop Bit values. 1(Default), 1.5, 2. |
Using CTI supplied
information in VoiceGuide Scripts
Information relating to the call can be retrieved using the following Result Variables, where xxxx is replaced by the ID of the voicemail line on which the PBX is sending the call
|
Result Variable |
Description |
| $RV_CTI_V_xxxx_MSG | The PBX ID of the last CTI message relating to this voicemail line. |
| $RV_CTI_V_xxxx_INF | Description of the last CTI message relating to this voicemail line. |
| $RV_CTI_V_xxxx_EXT | Extension number from which the call was diverted. |
| $RV_CTI_V_xxxx_DIR | Extension number from which the internal call originated. |
| $RV_CTI_V_xxxx_CLI | The CallerID number of the caller. |
| $RV_CTI_V_xxxx_Timestamp | Time when the CTI message arrived. In format HHNNSS.SS |
Usually each telephone line attached to the VoiceGuide system would be setup as a voicemail type extension and hence each line would have a different corresponding PBX related voicemail ID. To retrieve the associated CLI information the line's associated voicemail line ID must be known.
Specifying which telephone line has what Voicemail ID associated with it can be done by either:
1. Using a lookup table (database based or otherwise) and have the script retrieve the Voicemail line ID based on the Line ID ($RV_LINEID).
or
2. Setting line based Result Variables. Using this approach the Voicemail line ID value would be set as a Result Variable specified as part of lines configuration in the Config.xml file. This is done using the RV tag within the <Channel> section of the Config.xml file. Eg:
<Channel>
<Name>dxxxB1C1</Name>
<Protocol>pdk_na_an_io</Protocol>
<RingsBeforeAnswer>0</RingsBeforeAnswer>
<Script>C:\VgScripts\SupportVm.vgs</Script>
<AllowDialOut>1</AllowDialOut>
<RV>[PbxVoicemailLineId]{0004}</RV>
</Channel>
$RV_CTI_V_xxxx_MSG and $RV_CTI_V_xxxx_INF values
This is a summary of the possible messages sent from the Ericsson PBX, their _MSG values, corresponding _INF descriptions, along with supplementary information:
|
_MSG |
_INF | Function Level | Parameters Available |
| 80 | diverted | Standard | _EXT |
| 81 | direct internal | Standard | _DIR |
| 82 | direct internal ext | Extended | _DIR |
| 83 | diverted internal | Extended | _EXT, _DIR |
| 84 | direct external | Extended | none |
| 85 | diverted external | Extended | _EXT |
| 86 | diverted through operator | Extended | _EXT |
| 87 | direct external with calling number | Extended 3 | _CLI |
| 88 | diverted external with calling number | Extended 3 | _EXT, _CLI |
| 91 | diverted internal (no answer) | Extended 2 | _EXT, _DIR |
| 92 | diverted internal (busy) | Extended 2 | _EXT, _DIR |
| 94 | diverted external (no answer) | Extended 2 | _EXT |
| 95 | diverted external (busy) | Extended 2 | _EXT |
| 96 | diverted external (no answer) with calling number | Extended 3 | _EXT, _CLI |
| 97 | diverted external (busy) with calling number | Extended 3 | _EXT, _CLI |
Which CTI messages are sent by the PBX depends on which 'Function Level' has been enabled within the PBX. For most informative messages the 'Extended level 3' should be enabled within the ePBX.
Examples:
Example 1:
How to determine if a call was a direct call or a diverted call?
A: If the call is a direct call then the _EXT variable will not be set. All diverted calls have the _EXT variable set, with the _EXT variable indication from which extension the call was diverted. If the Voicemail Line ID has been set using [PbxVoicemailLineId] in Config.xml then the following expression should be used in an Evaluate Expression module:
"$RV_CTI_V_$RV[PbxVoicemailLineId]_EXT"
with the "Success" path from the Evaluate Expression module leading to modules handling the diverted call situation, and the "Fail" path from the Evaluate Expression module leading to modules handling the direct call situation:
on {Success}
goto [DivertedCall]
on {Fail} goto [DirectCall]
Example 2:
How to determine if the diverted call was an immediate divert, or a divert due to busy or no answer?
A: An 'Immediate Divert' will have _MSG variable set to one of these values: 80, 83, 85 or 88. A 'Divert on Busy' will have _MSG variable set to one of these values: 92, 95 or 97. A 'Divert on No Answer' will have _MSG variable set to one of these values: 91, 94 or 96. Hence, if the Voicemail Line ID has been set using [PbxVoicemailLineId] in Config.xml then the following expression should be used in an Evaluate Expression module:
"$RV_CTI_V_$RV[PbxVoicemailLineId]_EXT"
with the following paths used:
on {80} goto
[DivertedImmediatley]
on {83} goto [DivertedImmediatley]
on {85} goto [DivertedImmediatley]
on {88} goto [DivertedImmediatley]
on {92} goto [DivertedOnBusy]
on {95} goto [DivertedOnBusy]
on {97} goto [DivertedOnBusy]
on {91} goto [DivertedOnNoAnswer]
on {94} goto [DivertedOnNoAnswer]
on {96} goto [DivertedOnNoAnswer]
on {Success} goto [DivertedReasonNotAvailable]
on {Fail} goto [DirectCall]