CT GATEWAY 4.2 MANUAL.pdf

CT GatewayInstallation Manual

UPDATE NOTICE

For those individuals who are already familiar with Issue 4.1 of the Inter-Tel CT Gateway InstallationManual, this manual displays change bars, like the one next to this paragraph. These change bars indi-cate any new or revised information since the Issue 4.1 manual.

NOTICE

This Inter-Tel CT Gateway Installation Manual is released by INTER-TEL, INC. as a guide for certifiedservice personnel. It provides information necessary to properly install, program, operate, and maintainthe CT Gateway and Transceivers.

The contents of this manual, which reflect current INTER-TEL standards, are subject to revision orchange without notice. Software packages released after the publication of this manual will be docu-mented in addenda to the manual or succeeding issues of the manual.

Some features or applications mentioned may require a future release and are not available in the initialrelease. Future product features and applications are subject to availability and cost. Some features orapplications may require additional hardware and/or specific software.

For additional information and/or technical assistance, certified technicians may contact:

Customer Support DepartmentINTER-TEL, INC.

7300 West Boston StreetChandler, AZ 85226-32241-888-777-EASY (3279)

If you have any questions or comments regarding this manual or other technical documentation, contact

Inter-Tels Technical Publications Department at: [email protected]

Inter-Tel is a registered trademark of Inter-Tel, Incorporated.MS-DOS and Microsoft Windows are registered trademarks of Microsoft Corporation.Comtrol and RocketPort are registered trademarks of Comtrol Corporation.Page i

Page ii

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You means, and Yours refers to the original end user purchaser of the Inter-Tel SoftwarePrograms. Computer means a computer consisting of a single central processing unit, onekeyboard and one video display terminal. Inter-Tel Hardware System means any proprietarysystem distributed by Inter-Tel Integrated Systems (hereinafter Company or Inter-Tel) thatoperates by means of the Software. Authorized Dealer means an individual or entity cur-rently authorized in writing by agreement and in good standing with Inter-Tel entitling thedealer to sell or license the specific Software covered by this license. Software means: thecomputer programs accompanying this License (including, but not limited to, codes, tech-niques, software tools, formats, designs, methods, processes, know-how and ideas) and anyand all copies, modifications, upgrades, enhancements and new releases thereof made oracquired by You and any and all manuals and other printed materials accompanying thisLicense or the Software.

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er applicable software media one not defective under normal use, as evidenced by a copy of Your

ility and Your exclusive remedypplicable software media that dol or an authorized dealer together ONLY WARRANTY OF ANYS OR IMPLIED, INCLUDING,

IES OF MERCHANTABILITYEBY DISCLAIMED. This war-ave other rights which may vary

Page iv

You acknowledge that the Program, including the related documentation and any new releases,modifications and enhancements thereto, belongs to the Company, and that the Companyretains all right, title and interest in and to the Program. You further acknowledge that the Pro-gram and information relating thereto constitute valuable trade secrets of the Company. Youagree to comply with the terms and conditions of this Agreement and agree to treat the Pro-gram as the confidential and proprietary information of the Company.

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This Agreement and any disputes arising hereunder shall be gof Arizona, United States of America, without regard to confties hereby expressly exclude the application of the U.N. CInternational Sale of Goods to the Agreement.L LIABILITY OF INTER-TEL THE SOFTWARE.

ou and Inter-Tel and supersedes regard to the Inter-Tel Software.ill be valid unless set forth in a

his Agreement shall be governedhe part of Inter-Tel to enforce its

overned by the laws of the Statelicts of laws principles. The par-onvention on Contracts for the

Government Restricted Rights:

The Software is provided with restricted rights. Use, duplication or disclosure by the govern-ment is subjected to restrictions set forth in subparagraph c (1) (ii) of the Rights in TechnicalData and Computer Software clause at DFARS 252.227-7013 (Oct. 1988) and FAR 52.227-14and 52.227-19 (June 1987). Contractor is Inter-Tel Integrated Systems, Inc., Chandler, Arizona85226.Inter-Tel Integrated Systems, Inc.Chandler, AZ 85226Revision DPage v

Page vi

Table of ContentsCT Gateway Installation Manual Issue 4.2, December 2004

CONTENTS PAGEIntroduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1PC Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Security Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4TCP/IP Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Unified Numbering Plan Required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Attached Data Data Sharing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Installing the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Running as a Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Programming the CT Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Creating and Configuring Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Setup Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11On-Screen Events Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

File Menu Deleting Existing Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14File Menu Save Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15File Menu Set OAI Password. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16View Menu Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17View Menu Connection Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18View Menu Application Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18View Menu Attached Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Settings Menu Log File Size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Settings Menu View Log Font . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Monitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Opening and Sending Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Customer Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Technical Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Emergency Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Table of ContentsPage vii

. . . . . . . . . . . . . . . . . . . . 26

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IntroductionCT Gateway Installation Manual Issue 4.2, December 2004

Introduction

1. INTRODUCTION1.1 System OAI Level 2 applications can be used in conjunction with the Inter-Tel CTGateway and Transceivers.

The CT Gateway provides a TCP/IP System OAI interface that supports a multi-nodenetwork. Each node in a network functions individually, as far as the System OAIstreams are concerned. In other words, you cannot program a System OAI serial port onNode 1 that will control devices or receive events for other nodes. If you need to controldevices on multiple nodes, you must install a CT Gateway. The CT Gateway receivesthe OAI streams from multiple nodes and consolidates them into a single stream for aSystem OAI application. The CT Gateway sends and receives all of its data via TCP/IPconnections.

The Transceivers provide an interface between RS-232 and TCP/IP, as shown in thediagram on the next page. Since the telephone system serial ports and older SystemOAI applications communicate with RS-232, a Transceiver is needed to translate thedata protocol. There are two different System OAI Transceivers:

The Switch Transceiver provides the interface between the telephone system serialports and TCP/IP.

The Application Transceiver provides the interface between System OAI applica-tion RS232 serial ports and TCP/IP. (System OAI applications that use TCP/IP donot require an Application Transceiver.)

1.2 The Switch Transceiver is not required if the connection to the telephone system uses aCall Processing (CP) Server TCP/IP socket connection (see page 5 for details). The Applica-tion Transceiver is not required if the connection from the CT Gateway to the application usesTCP/IP.

1.3 You can set up the Gateway to use redundant switch connections. This feature is usefulwhen redundant CP Servers are being used. When two switch connections are programmed(see page 11), the Gateway will first attempt to communicate with the primary connection. Ifthe primary connection is not able to communicate with the Gateway, it will try the secondaryconnection. If communication with the primary connection is lost while the Gateway is operat-ing, the Gateway will attempt to reconnect with the secondary connection. However, it will notrevert to the primary connection once connected with the secondary, regardless of the primaryconnections status.

NOTE: Level 1 System OAI applications will not operate properly on the telephone systemthat is part of a network. This is because those applications across over from node to node within a network. Using a CT Ghelp because neither the CT Gateway nor the Transceiver sup1 System OAI applications can only be used on stand-alone tesystems versions 6.0 and later do not support Level 1 System

1.4 The CT Gateway supports Windows NT 4.0 (serviceor Windows XP.

1.5 The diagram on the next page shows that informationodes, through their Transceivers. The Transceivers send infonection to the LAN. The information is then sent to the CT Gmerges the information from the three nodes into a single sttion. Page 1

re not designed to track calls thatateway and Transceiver will notports Level 1 System OAI. Levellephone systems. Inter-Tel phoneOAI.

Pack 3 or later), Windows 2000,

n is sent from each of the twormation through the TCP/IP con-ateway. Finally, the CT Gatewayream and sends it to the applica-

IntroductionCT Gateway Installation Manual Issue 4.2, December 2004

Page 2

NODE 1

NODE 2

RS232

SWITCH TRANSCEIVER

CT GATEWAY

APPLICATION TRANSCEIVER

MERGED STREAM TO APPLICATION

RS232

TCP/IPTCP/IP

TCP/IP

TCP/IP

with CP Server

NOTE: The Switch Transceiver is not needed when the CP ServerTCP/IP socket is used.

NOTis nosupp

TCP/IP

MERGED STREAM TO APPLICATIONIntroduction

MERGED STREAM TO APPLICATION

E: The Application Transceiver t needed if the applicationorts a TCP/IP connection.

PC RequirementsCT Gateway Installation Manual Issue 4.2, December 2004

PC Requirements

2. PC REQUIREMENTS2.1 The PC used for the CT Gateway must meet the following minimum requirements:

Microsoft Windows NT Workstation version 4.0 (Service Pack 3 or later), Windows2000, or Windows XP operating system software

Pentium II 300MHz (or higher) microprocessor (some installations may require a morepowerful PC)

64MB (or more) RAM 2.1GB (or larger) hard disk drive 3.5-inch (1.44MB) double-sided/high-density floppy disk drive CD-ROM Network Interface Card (NIC) Standard VGA monitor, keyboard, and mouse TCP/IP configuration

NOTE: The CT Gateway may require a higher-performance PC, if there are a high number ofnodes or applications being processed.

2.2 Because older System OAI applications and the Switch Transceivers require an RS-232port for functionality, it may be necessary to provide additional RS-232 ports on a PC to makea CTI application cost-effective (as opposed to requiring additional PCs). This will require theuse of a PC board that provides additional COM ports for the PC. Inter-Tel recommends usinga Comtrol RocketPort serial card. If the computer has an available PCI slot, use the Rocket-Port PCI Quad/DB9 (Comtrol part no. 95880-2). If the computer has ISA slots only, use theRocketPort ISA Quad/DB9 (Comtrol part no. 95530-6). These Comtrol RocketPort cards areavailable from computer distributors such as Insight (800-467-4448) and DataComm Ware-house (800-642-3064). For more RocketPort information, contact Comtrol:

Comtrol Corporation6655 Wedgwood RoadMinneapolis, MN 55311-3646 U.S.A.TEL: (800) 926-6876 (763) 494-4100FAX: (763) 494-4199FTP Site: ftp://ftp.comtrol.comWorld Wide Web URL: http://www.comtrol.comE-mail: [email protected]

Comtrol Europe Ltd.The Courtyard Studio,Grange Farm, Station RoadLaunton, BicesterOxfordshire, OX6 0EE, EnglandTEL: +44 1869 323220FAX: +44 1869 323211World Wide Web URL: http://www.comtrol.co.uk E-mail: [email protected]

2.3 When using a RocketPort serial card, install the latest Cfrom the Comtrol web site.Page 3

omtrol RocketPort device driver

Security KeyCT Gateway Installation Manual Issue 4.2, December 2004

Page 4

3. SECURITY KEY3.1 The CT Gateway must detect a security key attached to the PC parallel port to operate.The software will check for the existence and validity of the key on power-up and every fiveminutes thereafter. If the key is missing or invalid, CT Gateway will be disabled until a validkey is attached and the CT Gateway is restarted.

3.2 There are two available security keys: Single Application (part number 827.9214) andMultiple Application (part number 827.9121).

4. CONFIGURATION4.1 By employing TCP/IP as the communication medium, the location of the CT Gateway/Transceiver software is not dependent upon any physical limitation. A single PC with a SwitchTransceiver can talk to multiple nodes in a single location. The CT Gateway software can alsobe installed on the same PC as the Transceivers or on the same PC running certain Inter-TelSystem OAI applications (see the appropriate application manual to determine if this is sup-ported).

NOTE: If supported, only System OAI applications that are developed by Inter-Tel can run onthe same PC as the Transceivers and/or Gateway (see the application installation manual fordetails). Do not run third-party System OAI applications on the same PC as the Transceiversand/or Gateway.

4.2 In most situations, the PC with the Switch Transceiver and CT Gateway will be placedinto the switch room with the nodes. The applications can communicate with the CT Gatewaydirectly via TCP/IP or via RS-232 and an Application Transceiver.

4.3 Applications that require an RS-232 interface can use a special configuration to mini-mize the number of PCs required. In this case, an application can reside on the same PC as theApplication Transceiver. The application can use COM1 for its RS-232 Connection and COM2can be used by the Application Transceiver. The CT Gateway can communicate with theApplication Transceivers and the Switch Transceivers via the LAN (using TCP/IP).

4.4 The diagram below shows the CT Gateway connected to a PC with the ApplicationTransceiver and an Inter-Tel application. The RS-232 connection between COM1 and COM2provides the connection between the Application Transceiver and the application. The Applica-tion Transceiver communicates with the CT Gateway via a TCP/IP connection, as does the restof the LAN.

PC

ApplicationTransceiver

CT Gateway

RS232Port

RS232Port

TO LAN

ApplicationInter-Tel

PCSecurity Key

TCP/IP ConnectionsCT Gateway Installation Manual Issue 4.2, December 2004

TCP/IP Connections

4.5 A Transceiver can reside on any PC that can communicate with the LAN. A Trans-ceiver can even reside on the same PC as the CT Gateway. For example:

If the RS-232 System OAI ports on two nodes are connected to two separate PCs, eachof the PCs must run a Switch Transceiver so that the CT Gateway can communicatewith the nodes. The CT Gateway can reside on either PC or any other PC on the LAN.

If the RS-232 System OAI ports on two nodes are connected to a single PC, they canboth use the same Switch Transceiver. The single Switch Transceiver manages the con-nections to both nodes and communicates with the CT Gateway via the LAN. The CTGateway can reside on any PC on the LAN.

5. TCP/IP CONNECTIONS5.1 You can connect the CT Gateway directly to the telephone system using a TCP/IP con-nection. Some of the requirements for this type of connection are:

Version 5.1 or later telephone system software The telephone systems System OAI Events and/or System OAI Third Party Call Con-

trol Commands Premium Features must be enabled through the Database Programming(features required depend on the requirements of the CTI applications)

System OAI password must be programmed in Database Programming. If using a CP Server, you must enable the sockets for System OAI Level 2 and set the

socket password. This is done in Database Programming (Cabinets\Sockets). If you are not using a CP Server, install a Switch Transceiver on the telephone system.

NOTE: The Windows file and print sharing limitations do not affect the number of simulta-neous network connections available for the CT Gateway.

6. UNIFIED NUMBERING PLAN REQUIRED6.1 A unified network number plan is important when the CT Gateway is being used. Eachnetwork device should have a unique number (for example, there cannot be two stations withextension 1000 or two hunt groups with extension 2000 on different nodes). These extensionscan include Stations, Trunks, Trunk Groups, and Hunt Groups.

6.2 It is recommended that the following data be the same on every node:

Keyset database programming passwords Do Not Disturb messages Reminder messages System Speed Dial Feature codes used for call processing features

6.3 If this data is not consistent throughout the nodes, the erly. Consult the applications manufacturer for more informat

6.4 The Database View screen (described on page 17) halocating duplicate extensions in a database.

6.5 In addition, each node must be assigned a unique nworked together. If the nodes do not have a unique number, thresolve the System OAI commands.Page 5

application might not work prop-ion.

s a special command button for

umber, even if they are not net-e CT Gateway will not be able to

Attached Data Data SharingCT Gateway Installation Manual Issue 4.2, December 2004

Page 6 A

7. ATTACHED DATA DATA SHARING7.1 The enhanced feature which allows data to be attached to an associated call providestwo unique methods of data sharing for OAI applications connected to a CT Gateway.

An application can attach data to a call where the data can subsequently be retrieved,modified, or deleted by other applications as they handle the call.

Direct application-to-application messaging which allows one application to directlysend an application event to another application.

7.2 Data sharing can only be accomplished when using a single CT Gateway running soft-ware version 4.2 or later. Applications must be connected to the same CT Gateway to attach,send or obtain data from calls or from other applications. In addition, an application must reg-ister with the CT Gateway to receive application data events and obtain data sent from anotherapplication.

7.3 The feature allows all applications connected to the CT Gateway to attach data to a calland does not limit the number of applications. An attached data item is limited to 256 bytes insize, and the number of data attachments is restricted only to the amount of memory in the PC.Attached data is associated to the call for the life of the call, unless the data is deleted by anapplication. The CT Gateway View menus for attached data provide real-time informationabout calls with attached data, application-related attached data, and application data usagesummary (see page 19).

7.4 A "tag" is assigned when the data associated with a call is attached by the application.For another application to access the attached data, the application must know the tag assignedto the data. An application may use multiple methods to determine the tag. For example, appli-cations of the same family can hard code a tag to a set value. The tag can be sent betweenapplications using a method which could include application-to-application data, or the appli-cation can query for all the tags associated to a call and then determine which tags it wants touse. To view tag information, refer to paragraph 10.35 for the Calls With Attached Data dialogbox.

8. INSTALLING THE SOFTWARE8.1 To install the CT Gateway, simply insert the disk or CD-ROM in the drive and runSetup.exe from the CT Gateway folder.

NOTE: It is strongly recommended that you exit all Windows programs before running thesetup program.

1. Review the software license agreement before installalicense agreement to continue).

2. The installation program allows you to choose whetherun as service. (See Running As A Service below option.) Select the desired option and then Next.

3. The next screen allows you to select the directory forBrowse button to select a directory, if desired. WheNext.

4. In the next screen, select a backup directory. Again, yselect a directory, if desired. When the directory is corr

5. If you have installed the Gateway before, you have thethe OAI Password. Select the desired option and then Nttached Data Data Sharing

tion begins (you must accept the

r or not to install CT Gateway tofor more information about this

the application. You can use then the directory is correct, select

ou can use the Browse button toect, select Next.

option of preserving or clearingext.

Running as a ServiceCT Gateway Installation Manual Issue 4.2, December 2004

Running as a Service

6. The initial configuration is complete and setup is ready to begin. Select Next.

7. Once setup begins, files are copied to your system, and backup copies of files areplaced in the directories, as specified above. When complete, it gives you the options ofplacing a shortcut on the desktop, placing a shortcut on the Start Menu, and loading onstartup. (These options are not presented if installing the CT Gateway as a service.)Select the desired options and then Finish to complete the installation.

8. You must restart the PC before using the Gateway. Either select OK to restart immedi-ately, or select Cancel to exit setup with restarting. (If you select Cancel, be sure torestart before using the Gateway.)

8.2 The first time you open the CT Gateway, the software will begin the New Connectionsequence, as described on page 9.

9. RUNNING AS A SERVICE

NOTE: CT Gateway versions 4.0 and later contain a Watchdog service. When the CT Gate-way is operating, it periodically sends messages to the Watchdog service. If the Watchdog ser-vice does not receive any messages from the CT Gateway, it reboots the CT Gatewaycomputer.

9.1 The benefits to running CT Gateway as service are as follows:

It is started automatically at system boot. It is not closed during logoff, so users do not need to restart it each time they log on. It can execute even when no user is logged on to the system.

9.2 The CT Gateway Service is configured to start automatically; therefore, it is started bythe system when the computer is started.

To start the CT Gateway Service manually: In Services in Control Panel, select theCT Gateway Service, and then select Start.

To stop the CT Gateway Service: In Services in Control Panel, select CT Gateway,and then select Stop.

10. PROGRAMMING THE CT GATEWAY10.1 Normally the CT Gateway will run in the background, minimized. When maximized,the window shows the status of the connection between the CTtem. When the CT Gateway is connected to multiple telephonplays each connection in its own window. Page 7

Gateway and the telephone sys-e systems or applications, it dis-

Programming the CT GatewayCT Gateway Installation Manual Issue 4.2, December 2004

Page 8 P

10.2 The Connection Status is displayed in the top half of the screen. The connection canbe in one of the following states:

Successfully communicating with: When communication succeeds, the CT Gatewaydisplays Successfully communicating with and the application or switch IP address.

Waiting to establish communication: When a CT Gateway is in the process of settingup a connection, it the CT Gateway displays Waiting to establish communication. Ifthe connection succeeds, it changes to the Successfully communicating state.

Cannot initialize communications: If communication fails, the CT Gateway displaysCannot initialize communications and suggests that you press the Help button fortroubleshooting information. If you select the Help button, a help screen displays thatcontains instructions to resolve specific problem that occurred.

10.3 The Connection Data area displays the information about the node to which you areconnected. This information includes:

User Description: Indicates the description assigned to the node. Switch Description: Indicates the description assigned to the switch on the node. Node Number and Premium Features: Displays the number of the node and the appli-

cable premium features that are enabled. Protocol and KSU Versions and Networking State: Indicates the OAI protocol ver-

sion and the KSU version running on the node. The networking state (i.e., whether net-working is enabled or disabled) is also displayed in this line of text.

10.4 The Connection Statistics area shows the message count data for the connection. Theyare used a means to estimate the messaging throughput of a connection, including the follow-ing:

Number of Messages Sent on the connection. Number of Bytes Sent out on the connection. Number of Messages Received on the connection. Number of Bytes Read on the connection.

10.5 The number of major and minor system alarms on the connection are displayed in theAlarms area.

Minor alarms are usually due to command timeouts or slow systems. These usually willnot affect system performance. However, if there are excessive minor errors, yourshould check the connection speed and/or try another port.

Major alarms reflect sequence errors in the data streamtion with a node. These may be causing your applicatdiagnostics and check your history logs (see page 15)of the errors.

10.6 The CT Gateway main screen has the following pull-do

FILE MENU

New Switch Connection: Creates a new connec

Delete Connection: Deletes a connection. See p

Save Log Files: Allows you to compress log files

Set OAI Password: Sets the System OAI passwoSee page 16.

Exit: Closes the CT Gateway. rogramming the CT Gateway

, link error, or lost communica-ion to reset or initialize. Turn on for information about the source

wn menus and menu items.

tion. See page 9.

age 14.

. See page 15.

rd for the TCP/IP connection.


Creating and Configuring Connections

A. CREATING AND CONFIGURING CONNECTIONS10.7 Each connection has its own settings, which are confignection. If necessary, you can change connection settings of athe Settings button on the connection window or using the Fi

10.8 To create a new connection:1. Select New Switch Connection from the Settings me

log will be displayed, as shown on the following page.

EDIT MENU

Copy: Copies the selected information to the Windows clipboard.

Clear: Deletes the on-screen text.

VIEW MENU

Status Bar: Shows or hides the status bar.

Database: This shows the CT Gateway database by extension or node. See page 17.

Connection Status: This shows the current status of each CT Gateway connec-tion. See page 18.

Application Scope: This allows you to view the node connections being used by the application. See page 18.

SET-TINGS MENU

Application: Displays the settings for the CT Gateway-to-Application connection. See page 13.

Switch Connection: Displays the settings for the CT Gateway-to-telephone sys-tem connection. See page 11.

Log File Size: Allows you to set the file size (in megabytes) for each connec-tions log files. See page 15.

View Log Font: Allows you to select the font for connections. See page 22.

WIN-DOWS MENU

Cascade: Arranges windows so they overlap.

Tile: Arrange windows as non-overlapping tiles.

Connection: Allows you to select the window that is displayed in front.

HELP MENU

Index: Displays the CT Gateway help file.

Hardware Requirements: Displays a help topic describing the PC requirements.

Technical Support: Displays information about contacting Technical Support.

Telephone System Versions: Displays the telephone system information for the active connection(s).

About CT Gateway: Displays the CT Gateway version information.Page 9

ured when you create a new con-n existing connection by clickingle menu.

nu. The Configuration Type Dia-


Page 10 Creating

2. Select Auto-configuration to have the CT Gateway automatically configure a connec-tion for you. Or, select Manual-configuration to display the screens for manually con-figuring a connection.

3. If you selected Auto-configuration, click Finish. The CT Gateway will set up a con-nection (using the defaults) to all available System OAI servers in the local network.Once the connections are established, click Settings to change any defaults, if neces-sary.

If you selected Manual-configuration, click Next. Then configure the settings in theSetup Connection and On-screen Events Setup screens, which are displayed in a wizardmode. (See page 11 for details about configuring the Setup Connection screen andpage 14 for details about the On-screen Events Setup screen.) Click Finish when youhave completed the configuration.

NOTE: When using the Auto-configuration option, make sure you verify the settingsonce the Gateway has configured the connection. The Gateway uses certain rules thatmay not create the results you want. In addition, the word (i.e., it is blank) when it automatically creates a manually enter the password so the Gateway can comm

10.9 To change the settings:10.10 Select Applications or Switch from the Settings menclick Settings. The screens will display with tabs, as shown necessary changes as described in the following sections. and Configuring Connections

Gateway does not enter a pass-connection. You must, therefore,unicate with the switch.

u. Or, if in a connection window,on the following page. Make the


Setup Connection

B. SETUP CONNECTION10.11 The first fields that appear are the Setup Connection settings, as shown on the follow-ing pages, differ for Application or Switch connections. To view these settings, either manuallyadd a new connection or select Applications or Switch from the Settings menu. If you are in aconnection window, click Settings.

10.12 Switch Connections: The Setup Connection settings allows you to set up one or twoswitch connections. The secondary connection allows for OAI interface redundancy (seepage 1 for details). If the first connection is not available, the Gateway will automaticallyattempt to connect to the secondary connection. The Setup Connection settings screen is shownbelow.Page 11


Page 12

10.13 The following information is required:

Host Name or IP Address: Enter the host name or IP address of the Switch Transceiveror the CP Server connected to the telephone system.

Port: This field specifies the port to which the CT Gateway connects. The Port numberis usually 4000. However, if you are using a Switch Transceiver, it must be the portnumber that the Switch Transceiver is using.

Description: This field is optional. It allows you to enter a description for the connec-tion.

Secondary IP Address and Port Number: Select this check box to enable a secondaryconnection. Then enter in the Host Name or IP Address, Port, and Description for thesecondary connection as described above.

Switch Password: Enter the password for connecting to an OAI server, if necessary. Enable Nagle Algorithm: Select this option to enable the Nagle algorithm, which is

designed to reduce any inefficient use of bandwidth.

NOTE: The address and port numbers of the two connections cannot be the same.Each connection must have a unique address and port number.

10.14 If you do not know the information required in this screen, click Find. The CT Gatewaywill then search the local network for available System OAI servers. While the Gateway issearching, a progress indicator will display. Once the Gateway has found one or more SystemOAI servers, it will list them in a dialog box, as shown below.

10.15 To add a server:1. Highlight the desired server and click Add. The Switch

shown below.Setup Connection

Password dialog is displayed, as


Setup Connection

2. Enter the password for the switch and click OK. You are returned to the Setup Connec-tion screen with the Host Name or IP Address, Port, Switch Password, and Descrip-tion fields automatically updated. You must manually enable the Nagle Algorithm.

10.16 Application Connections: The Setup Connection settings screen for an applicationconnection is shown below.

10.17 The following information is required:

Host Name or IP Address: These are shown for reference only and cannot be changedin this window.

Port: This field specifies the port to which the CT Gateway connects. The CT Gatewaychooses port 4000 as the default port.

NOTE: If you attempt to change the IP address or Port settings when a Transceiver iscommunicating with the CT Gateway, the Transceiverasks if you want to change the CT Gateway connectionYou can select Yes or No.

Description: This field is optional. It allows you to enway.

Application Limit: This allows a CT Gateway runningrestrict the number of applications it will to allow. If 0tion connection window will always be available fowith.

NOTE: To run in multiple-application node you must hkey installed on the CT Gateway PC. See page 4 for infPage 13

displays an error message that and risk losing communications.

ter a description for the CT Gate-

in multiple-application mode to is specified, then a new applica-r another application to connect

ave the multi-application securityormation about security keys.


Page 14

Application Resync Interval: This is a period, in seconds, that an application must waitafter issuing a global Resync (RR) before another global resync can be issued. Thisvalue can be made shorter. However due to the large amount of stress frequent resyncoperations would put on the CT Gateway and the phone system, it is not recommended.The minimum setting for this field is 1.

Enable Nagle Algorithm: Select this option to enable the Nagle algorithm, which isdesigned to reduce any inefficient use of bandwidth.

C. ON-SCREEN EVENTS SETUP

10.18 When you select Next while creating a new connection or select the On-screen EventsSetup tab, the on-screen events, shown above, appear. These fields allow you to determinewhat is displayed as on-screen events. You can also determine whether the CT Gateway logs,reads, and writes from and to the telephone system.

10.19 The CT Gateway maintains two history logs: an on-screen log and a file log. The checkboxes in this screen affect only the on-screen log. If you uncheck all of these events, the CTGateway does not log anything to the on-screen log. The events are as follows:

Data Sent and Data Received refer to the informatioor telephone system and the CT Gateway.

Log-File Errors refers to errors that occur while openin Engineering Diagnostics refer to additional message

Engineering because they refer to events at the source-

NOTE: The above options affect only the history window in th

File Menu Deleting Existing Connections

10.20 The only way to close connection windows is to deletnection from the File menu. The CT Gateway displays a scconnection that should be deleted, as on the following page. WCT Gateway deletes all settings for that connection.On-Screen Events Setup

n passed between the application

g or writing to a log file. s that are probably useful only tocode level.

e user interface.

e them by choosing Delete Con-reen that asks you to choose thehen you delete a connection, the


File Menu Save Log Files

File Menu Save Log Files

10.21 The CT Gateway stores the freeze files and the log files in the Log subdirectory underthe executable program. For example, if the executable is in C:\Program Files\CT Gateway,the log files will be stored in C:\Program Files\CT Gateway\Log.

10.22 Because multiple log files are created for each connection, it may become difficult todetermine which log file has the required information when sending files to Inter-Tel for trou-bleshooting purposes. To reserve disk space and to ensure the correct information is available,you can compress (zip) log files together by choosing Save Log Files from the File pull-downmenu. The CT Gateway then displays a dialog box that allows you to configure the zipped filesettings.

10.23 To change the default storage location of the log files, click Browse and select thedesired path and directory. While defining the directory, you can also change the name of thelog files. By default, the files are named GatewayLog_A.zip, where A is a filename letterthat changes depending on the existing files in the Log directory. For example, if there isalready a GatewayLog_A.zip file, the next freeze is name

NOTE: If the Gateway was installed as a service, you cannotion of the log files, and the Browse button does not appear.

10.24 Once you have defined the directory and/or log file nmultiple zip files to fit on floppy disks option to determine a

If Create multiple zip files to fit on floppy disks is eated so that each zip file can fit on a floppy disk. This ofied directory and to floppy disks. The base file namethose of the normal zip files with the exception of thname is .zip, but subsequent zip files contain extensietc. For example, if three files were required for Gatew o u l d b e GatewayLog_A.zip , GatGatewayLog_A.z03. When you click OK, the Gaappropriate disks. If you have selected a file name thaPage 15

d GatewayLog_B.zip.

t change the default storage loca-

ames, enable/disable the Createdditional save options.

nabled, multiple zip files are cre-ption saves the files to the speci-s for the spanned zip files matche file extension. The initial fileons in the form of .z02, .z03,wayLog_A.zip, the file namesewayLog_A.z02 , a n d

teway prompts you to insert thet already exists on a floppy, you


Page 16 F

are given the choice to cancel the save or to overwrite the existing file. Once the filesave is successful, the following screen is displayed.

If desired, click Open Folder to view the log files that are currently on the insertedfloppy (see page 24).

If the Create multiple zip files to fit on floppy disks option is disabled, when youclick OK, the CT Gateway compresses the history freezes and stores the file(s) in thespecified directory. The following screen is then displayed.

While in this screen, click Send to send the log files to Inter-Tel (see page 25 for moreinformation), or click Open Folder to view the log files (see page 24).

NOTE: In the event the CT Gateway crashes, the current log files are automatically saved,and an error message is displayed. When this message is displayed, click OK to zip the filesand to send them directly to Inter-Tel. Click Cancel to delete the files without sending them. It isrecommended that you send the files to Inter-Tel for troubleshooting purposes.

File Menu Set OAI Password

10.25 You can set the System OAI TCP/IP password by selecting Set OAI Password from theFile pull-down menu. Setting the password changes the password only for future connections.In other words, if a Transceiver has some open communication channels with the CT Gateway,the Transceivers do not close those channels when the password changes. Instead, the Trans-ceivers use the new password only when establishing new cCT Gateway.

10.26 The password may contain 0-15 characters and mnumerical, alphabetical, and symbols). They are case sensitiPassword option, the following dialog prompts you for the cprogrammed a password yet, just press ENTER. If you haveand select OK.ile Menu Set OAI Password

ommunication channels with the

ay include any characters (e.g.,ve. When you select the Set OAIurrent password. If you have not a password, enter the password


View Menu Database

10.27 The next screen allows you to enter or change the password, as shown below. Enter thepassword once in the Password text box. Then enter again, exactly as you did the first time, inthe Confirmation text box. When finished, select OK.

NOTE: If you forget the System OAI password and need to reset it, you can reinstall the CTGateway software. The setup program provides the option to clear the current password.

View Menu Database

10.28 The CT Gateway maintains a database of extensions of all the connected switch nodes.It receives the information from the switches as the connections are established. This databaseis used by the CT Gateway to determine to which node a particular command needs to be sentfor processing.

10.29 You can view the CT Gateway database by Extension or Node, by selecting View fromthe Database menu, and then By Extension or By Node. The Current Database screen, shownhere, appears. You then have the following options:

Details: Highlight the extension or node you wish toselect the Details button. A detailed description of thethe lower portion of the screen, as shown above.

Refresh: Select this button to refresh the items contaiitems stored in the database (as the database can chanand deleted from the telephone system).

Find Duplicate Data: Since the Gateway prefers that acan select the Find Duplicate Data button to locate anyyou select the button, the dialog box on the following pextension, node, and type of the duplicate entries.Page 17

see more information about and extension or node will appear in

ned in the list box to the currentge as new extensions are added

Numbering plan be unique, you duplicate database entries. Afterage is displayed to show you the


Page 18 Vi

If desired, you can select Save Report to save the list to a file.

Select Refresh to update the list, if necessary.

View Menu Connection Status

10.30 Select Connection Status from the View menu to display the current status of each CTGateway connection. A screen displays as shown below. To update the status while the screenis open, select the Refresh button.

View Menu Application Scope

10.31 Each application determines its scope (the nodes to which it communicates). A com-mand is sent by the application to inform the CT Gateway tinteraction with a specific node.

10.32 To display the scope of an application locate the appGateway window (if you have more than one application csure you have the correct applications screen highlighted andScope from the View menu. The screen shown on the folloshows the active connections being used by that application aessary, you can use the Refresh button to update the informatiew Menu Connection Status

hat it wants to enable or disable

lications screen in the main CTonnection to the Gateway, make active). Then select Applicationwing page appears. The list boxnd their associated nodes. If nec-on.


View Menu Attached Data

View Menu Attached Data

10.33 The CT Gateway must be version 4.2 or later to use the Attached Data feature and viewthe menu features. Within the View submenu are the following three sub menus:

Calls With Attached Data Application Related Attached Data Application Data Usage Summary

10.34 Call related attached data is viewed using the Calls With Attached Data dialog box andprovides a list of the calls that have data attached to them. Select a call from the Call ID listand click on Details. An additional list is displayed within the dialog box displaying all tagsassociated with the call selected.

10.35 In the following example, the Calls With Attached Data dialog box shows a list of callswith attached data. Call (Call ID) 165701 is selected and the Details button clicked to displaythe list of data attachments for this call. Within the details are the tag number, date and time theattachment was made, and the number of bytes in the attachment. For security reasons, thecontents of the attached data are not displayed.

Clicking the Refresh button updates the call list in the event that either new calls haveattached data, older calls no longer have attached data,Page 19

or the call is ended.


Page 20

10.36 Applications which are registered to accept data from other applications are shown inthe Application Related Attached Data dialog box. This dialog box provides a list of applica-tions that are accepting application data events. Also shown in the window are the applicationnames and IP addresses.

10.37 The Application Data Usage Summary dialog box provides a summary of data attach-ment information. Some of the information displayed in this window is current number of callswith attached data, the number of bytes of attached data, the average size of an attached datablock, as well as the largest number of attachments on a single call. The dialog box will dis-play accumulated totals of the data sent between applications, the number of these events thathave been generated, the number of bytes of data sent, and the average number of bytes sent.This set of counts has a Clear Counts button to allow the total count to be restarted. TheRefresh button will recalculate all of the counts in the dialog box.View Menu Attached Data


Settings Menu Log File Size

Settings Menu Log File Size

10.38 For each connection, the Gateway automatically logs up to five log files. To determinethe amount of disk space that these log files occupy, select Log Files from the Settings menu.The Log Files Size screen is displayed.

10.39 Enter the total number of megabytes allowed for each connections log files. Becausethis number reflects the total amount of disk space for each connection (not for each log file),the number and size of the log files will vary, as illustrated in the following table.

10.40 For example, if you entered 10 MB for each connection, and you have five connections,a total of five log files, 2 MB each, for each connection would be allowed. This results in atotal disk space of 50MB (10MB x 5 connections).

10.41 Once you have entered a value for the log files, the Gateway calculates the amount ofdisk space it requires. This calculation is based on the following formula:

Total Disk Space Used = (Number of Connections + 1) x Amount of Disk Space perConnection

10.42 Where:

Number of Connections: Indicates the number of connection and application win-dows.

+ 1: Specifies the controllers log files, which are used internally. Amount of Disk Space per Connection: Indicates th

connections log files (the value entered in the Log File10.43 If this calculation indicates that the Total Disk Space Ufree disk space, a warning message, similar to the following, i

10.44 If this occurs, click Yes to accept the entered value Files Size screen.

Amount of Disk Space (N) Per Connection

Number of Log Files Size of Log Files

1 MB 2 512KB each

2-5 MB One file for each MB entered 1 MB each

More than 5 MB 5 (N)x1024x1024/5 KB eachPage 21

e amount of disk space for eachs Size screen).sed exceeds 50% of the availables displayed.

or click No to return to the Log


Page 22 S

10.45 Once you have specified the amount of disk space per connection, the Gateway moni-tors the hard drive to ensure there is always enough disk space for at least one set of log files.If there is not enough space, the oldest log file is deleted until the available disk space meets orexceeds the amount of disk space per connection. For example, if the amount of available diskspace is 4 MB and you specified 5 MB for each connections log files, the oldest log file,which is 1 MB, is deleted.

Settings Menu View Log Font

10.46 You can change the on-screen log font by selecting View Log Font from the Settingspull-down menu. When selected, the following screen is displayed.

10.47 This screen indicates the current font being used for the connections. It also allows youto revert to the default font (system font) or change the current font, if desired.

10.48 To revert to the default font, click Restore Default. The default font is displayedunder Font Setup. Click OK to accept the default or click Cancel to exit without saving yourchange.

10.49 To change the font:1. Click Change. The following screen is displayed.

2. Select the Font, Font Style, Size, and Script desired. selected.

3. Click OK when finished or click Cancel to exit wreturned to the View Log Font screen.

4. Click OK to accept the new font. The new font is restarts.ettings Menu View Log Font

The Sample box displays the font

ithout saving changes. You are

implemented when the Gateway


Monitors

Monitors

10.50 This dialog allows you to obtain details about the active monitors for a connection. Fornode connections, the monitors will be the active monitors on that particular node. For anApplication, the monitors will be the monitors created by that application.

10.51 There are five types of monitors that can be viewed. These are:

Device Monitors (which are started on a particular device) Call Monitors (which are started on a particular Call ID) Agent ID Monitors (which are started on a particular ACD Agent ID) Calls via device Monitors (these are set on a hunt group and trigger a Call ID monitor

when a call involves the Hunt group) All Call Monitor (this is a special monitor which is used system wide to cause all calls

to generate a Call Cleared Event when the call terminates).10.52 When you select the Monitors button, the following screen appears.

10.53 To refresh the information in the display, select the Refresh button.

10.54 To see details about one of the Monitors, select its associated Details button. The fol-lowing screen appears. The details include the internal and external Cross Reference ID valuesalong with the specific monitor event flags. Page 23

Opening and Sending Log FilesCT Gateway Installation Manual Issue 4.2, December 2004

Page 24 O

10.55 The Monitor Details screen shows which display method is being used (Display byMonitor ID is the default). Also shown is a list box with all the monitors sorted in order. To getdetailed information about a monitor, highlight it in the list and select the Details button (ordouble-click the entry).

10.56 The information for a switch connection will include:

Internal monitor cross reference used: This will be the node number combined with athree-digit monitor cross reference. For example Monitor 75 on node 3 would have aninternal cross reference of 3075.

Event filters active for the monitor: These are the actual filters as assigned by theswitch. In certain cases (Call monitors and Call via Device monitors), these will differfrom those found on the application displays.

Monitored ID: This is the monitored entity. This value depends on the type of monitorused.

10.57 For application connections, the information includes:

Node Number where the monitor exists: Some monitors can actually reside on severalnodes (Call, System, Agent ID, Call Via Device).

External cross reference used: This is a five-digit cross reference, assigned by the appli-cation, for the monitor.

Internal monitor cross reference used: This will be the node number combined with athree-digit monitor cross reference. For example Monitor 75 on node 3 would have aninternal cross reference of 3075.

Event filters active for the monitor: These are the filters as requested by the application.In certain cases (Call monitors and Call via Device monitors), these will differ fromthose found on the switch displays.

Monitored ID: This is the monitored entity: This value depends on the type of monitorused.

11. OPENING AND SENDING LOG FILES11.1 When you compress and save log files using the Save Log Files option (see page 15),you are given the opportunity to open the log files and/or send the files to Inter-Tel. Theseoptions are provided once the files are saved, as shown below.

NOTE: If you selected Create multiple zip files to fit on flothe Send button is not available.

11.2 To open the log files, click Open. A tree-view dialogone shown on the next page. This screen details the location opening and Sending Log Files

ppy disks when saving the files,

box is displayed, similar to thef the saved log files.

Opening and Sending Log FilesCT Gateway Installation Manual Issue 4.2, December 2004

Opening and Sending Log Files

11.3 While in this screen, double-click a log file to open the file.

11.4 To send the log files to Inter-Tel:1. Click Send. The CT Gateway displays the following screen.

2. Click OK. The next screen displays the ClickMeToSend shortcut.

3. Double-click the shortcut icon to display the feedback form, as shown below.Page 25

Customer SupportCT Gateway Installation Manual Issue 4.2, December 2004

Page 26

4. Complete the following fields:

First/Last Name: Enter your first and last name. Company: Enter the name of your company. Phone: Enter the phone number where you can be reached. E-mail: Enter your e-mail address. Comments: Enter any comments you have about the log files and/or problem. File 1 - 3: Enter the path of the log file(s) you want to send. Or click Browse to

locate the file(s).

5. Click Send to send the file(s).

NOTE: Click Clear Form to erase the programmed information in this screen.

11.5 You can also print the form to the default printer before you send the files. To print theinformation in this screen, click Print Form.

12. CUSTOMER SUPPORT

A. TECHNICAL SUPPORT12.1 If problems persist when installing or servicing Inter-Tel equipment, while on site andwith the proper troubleshooting tools available, certified technicians may contact Inter-TelsTechnical Support Department at 1-888-777-EASY (3279).

B. EMERGENCY ASSISTANCE12.2 After office hours and on weekends, call 1-888-777-EASY (3279) and leave your mes-sage with the voice mail service. A Technical Support Product Specialist will return your callas soon as possible, usually within an hour. As a backup (e.g., the main number does notanswer or you do not receive a call back within an hour), you can call 480-961-0277. Pleaseremember that this is an emergency number for critical system problems only. Sales questions,equipment orders, etc., can only be handled during normal business hours.Customer Support

Part No. 835.2161-11Issue 4.2, December 2004

A946/3272A

Front CoverNoticeSoftware License AgreementTable of Contents1. Introduction2. PC Requirements3. Security Key4. Configuration5. TCP/IP Connections6. Unified Numbering Plan Required7. Attached Data - Data Sharing8. Installing the Software9. Running as a Service10. Programming the CT GatewayA. Creating and Configuring ConnectionsB. Setup ConnectionC. On-Screen Events SetupFile Menu - Deleting Existing ConnectionsFile Menu - Save Log FilesFile Menu - Set OAI PasswordView Menu - DatabaseView Menu - Connection StatusView Menu - Application ScopeView Menu - Attached DataSettings Menu - Log File SizeSettings Menu - View Log FontMonitors

11. Opening and Sending Log Files12. Customer SupportA. Technical SupportB. Emergency Assistance

Back

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CT GATEWAY 4.2 MANUAL.pdf