Avaya CTI

Computer Telephony Integration (CTI) is about bridging the gap between the telephone system and business applications. On IP Office, this is achieved by use of the IP Office CTI Link, a CTI middleware product and Software Developers Kit.

On IP Office, CTI is delivered through adherence to open standards. This gives businesses access to a wide range of third-party solutions, addressing vertical markets, and designed to meet their requirements. For developers, migrating their offering from other platforms to IP Office is quick and easy, and the advanced CTI features IP Office offers makes it easy to demonstrate full integration, and more business benefits.

IP Office provides two levels of CTI interoperability: CTI Link Lite, which is free of charge, provides all the functionality required to support the vast majority of applications, including screen-popping, and many third-party products.

CTI Link Pro provides enhanced functionality, including the ability to control multiple telephones and gives access to advanced call center operation.

Because IP networking is integrated into the IP Office system, all CTI is done through the LAN. On many other systems, CTI is delivered by a physical connection between each handset and computer (first party CTI). This introduces additional points of failure, as well as relying on non-standard interfaces and handsets. On IP Office, all devices can be used with CTI.

IP Office offers a significant CTI capability. Several interfaces are supported:
- TAPILink Lite.
- TAPILink Pro.
- TAPI-WAV driver.
- DevLink Pro.
- IP Office SMDR.
- IP Office Software Development Kit.

TAPILink Lite
Provides first-party CTI support for Microsoft TAPI 2.1 and TAPI 3.0, so each PC can control or monitor one handset device. The software components are supplied with the IP Office system on the User CD-Rom, and do not required a license key for use.

TAPILink Pro
Provides third-party CTI support  for TAPI 2.1 and 3.0. These components are identical to their first-party equivalent; the presence of the CTI Link Pro RFA license key (which can be purchased in the usual way for products) enables this additional functionality.

TAPI-WAV driver
Provides software-based support for voice processing. The TAPI-WAV driver is for use with TAPI 2.1 only; for TAPI 3.0, IP Office supports the Media Service Provider (MSP) interface, defined by Microsoft in TAPI 3.0. This functionality will only work in conjunction with CTI Link Pro and also requires TAPI WAV licenses. Each license enables 4 ports of voice processing.

DevLink Pro
Provides a real-time event stream in addition to the SMDR interface provided in IP Office SMDR. The real-time event stream takes the form of a call record, which is issued whenever the state of any endpoint of a call changes (typically there are two end points on a call, but for some circumstances, such as conference calls, intruded calls there may be more).

IP Office SMDR
Provides an interface to obtain SMDR events. A comma-separated record is issued for each call, when the call is completed. This interface is designed for call accounting and call billing applications. IP Office SMDR is available free of charge, and distributed on the IP Office Admin CD-ROM.
For IP Office 4.2, the IP Office SMDR can be output direct from the IP Office control unit to a designated IP address and port.

Software Development Kit
This toolkit is delivered on a single CD-Rom, containing the developer documentation for TAPILink Lite, TAPILink Pro, DevLink Lite and DevLink pro, as well as pre-compiled programs for exploring TAPI 2.1 and 3.0. In addition, example source code is included, making it easy for developers to become familiar with IP Office CTI interfaces.