TAPI-Installation (CTI)
Release 08/2004 – created by AGFEO Training Division //LB
(translation UK-PK)
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Computer Telephony Integration (CTI)
The Telephone System is connected to the Computer. Once connected the PC is then able to
operate the connected extensions to assist in the daily office routine.
Examples:

The customer „Smith“ is calling your office. Your extension is ringing and at the same
time a window on your PC pops up giving details of the caller. Name, address and other
data entered relevant to this customer is displayed. This could include unpaid invoices,
Patients notes, date of the last call and reasons for calling.

You may agree that you will phone Mr Smith 4 weeks later. Your PC will remind you in
4 weeks to make this call and will also display the relevant call record.

You now only need to click the mouse on your computer to contact Mr Smith. There is
no need to dial. This is done by your PC.

If the called number is busy then the PC will make further attempt to complete the call.
In most cases you will be able to set the time interval for dialling, or even use the
feature of ‚Sequential dialling‘.

The PC is dialling the number for your extension. In any case you will use the same
telephone to conduct the call.

Your PC will not need a sound card or microphone. The call quality is not impaired as
you continue to use your „normal“ telephone.

In addition and with appropriate software you can operate your extension with a mouse
click for functions such as enquiry-, transfer, brokers call or 3 party conference.
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AGFEO offers some different CTI functions
1. CTI via TK Phone
TK Phone is part of the older type software called „TK Soft“. With „TK Phone“ you will be able to
use your PC for the set-up of outgoing calls. A headset which might be connected to an AGFEO
system phone will also be directly supported. In addition „Sequential Dialling“ is possible. An
incoming call will also pop up a window on the computer giving details of the callers number which
might include the callers name. Other details such as the particular line the caller rang and other
ringing extensions are also being displayed.
TK Phone has access to the central dialling memory of the telephone system but can also store
further call data independently. The data capacity will only be limited by the size of the hard drive
used.
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TAPI-Installation (CTI)
Release 08/2004 – created by AGFEO Training Division //LB
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As a „Single User“ solution the computer may access the telephone system via a serial -, USB or
internal SO Bus connection. Note: If a connection is made using the USB port, then the relevant
USB driver would have to be installed. Likewise, if the PC is connected via an ISDN card to the
internal SO Bus of the telephone system, then the relevant CAPI driver would have to be installed.
2. CTI via TK Suite Client
TK Suite is the further development of the proven configuration software TK Soft and is included
with all systems shipped today. TK Suite is network – and multi user capable. All data will be
made available on the network and stored in a central database to be available to all computers.
By given various access option users are able to store data privately or to be seen by other users.
Options such as read only or authorise data edit by other users can also be assigned. Various
reminder options and the ability to enter call notes for each individual call, either incoming or
outgoing are completing this comprehensive package.
Since TK Suite Version 3.0 additional features had been made available.
status can be displayed such as an active busy lamp field indicating
ringing or idle. Direct access buttons, contact display with photograph,
Suite users and the ability to operate telephone functions such as answer
end call, to name only a view are all possible.
In this version the system
if the extension is busy,
chat mode with other TK
-, park- , transfer – and
Version 3 offers also an extensive on line help of TK Suite Client.
Should you require additional information other than telephone number, name, called line etc. such
as complete customer or client data then the included software will no longer be sufficient. Should
you already have customer data available which are used in other programs such as address data
bases or account packages for example, then it may be possible to make use of these applications.
You will need the Microsoft defined interface such as the TAPI driver under windows.
3. CTI via MS TAPI
The TAPI interface is defined by Microsoft and is available on all windows operating systems from
“Windows 95”. In order to have the use of the enhanced features of the TAPI driver we would
suggest to use windows from version “Windows 98” as this will support the MS-TAPI definition in
version 2.1.
With TAPI you will be able to control the AGFEO Telephone System via the PC but independently
from our own CTI-Software “TK Phone” or “TK Suite”. TAPI will therefore establish the link of
other CTI-Programs to the AGFEO Telephone System.
Before the PC is able to use CTI functions via TAPI, a TAPI driver, the so called TSP (Telephony
Service Provider) which is designed to be used by the relevant telephone system (ie. AGFEO
Telephone System) has to be installed and configured.
The later diversity will depend on the available features of the CTI-Software used and the
performance range provided by the TAPI driver. For further details please refer to the documentation
of your CTI-Software.
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Only outgoing calls can be made via MS Outlook. There is no possibility within Outlook to identify
incoming calls. However, there is software available from other vendors to make this feature
available within the existing software.
4. Installation of the AGFEO TSP (TAPI Divers)
4.1 Condition:
The AGFEO Telephone System has to be connected to the MS Window based PC. This can either
be done via serial connection, USB or internal SO Bus via ISDN Card. You may also use an ISDN
Router or Proxy Software with remote CAPI. The used CAPI drivers must support the D Channel
Protocol “X31”.
If a LAN module is installed, then access can also be established via the
network. (LAN/WAN)
4.2 Installation Type
The current AGFEO TSP may be installed in two ways:-
4.2.1 Single – and Multi User with the aid of TK Suite Server
Standard Installation available from TSP Version 2.0 [05]
With this the TSP will be installed on each single computer. The connection to the
telephone system will not be done directly but via a local or network installed TK Suite
Server. (part of the configuration program TK Suite Basic) With this the TSP will link via
the LAN to the TK Suite Server which in turn will establish the connection to the system.
With this option a complete CTI solution is established within a few minutes which may be
used within the network or as a standalone single user.
This type of installation is always suggested to be used as the first option.
4.2.2 Networked Client- / Server
The AGFEO TSP will only be installed on the network server and by means of the TAPI
Server distributed via the network to the individual PC’s. With this type of central operation
it will be insured that each computer can only use the telephone for which it has been
authorised. For this type of installation you will need a Windows Server Operating System
with integrated TAPI-Server with Windows Domain. (ie Windows NT or Windows 2000
Server) As an alternative you may use a different TAPI-Server such as Estos for example.
Below is a description for the installation as a standard installation as per 4.2.1
(TSP via TK Suite Server) as standalone or multi user option
4.3 Terminal Equipment and Telephones
You may use any standard telephone. With AGFEO the telephone itself does not need to have a
connection to the PC. Therefore you may even use an old dial type analogue telephone for a CTI
applications. Of course you can operate all AGFEO System Phones via CTI. Even the AGFEO DECT
30 Cordless System Phone can be operated via CTI and controlled from a PC. Pure ISDN phones
from other manufacturers may not be used due to the AGFEO enhanced CTI protocol.
With the CTI solution from AGFEO none of the extensions have to be connected directly to the
computer it is therefore possible to set-up a CTI call for another extension. For example the
manager is making a tannoy announcement to his secretary’s extension which in turn is establishing
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TAPI-Installation (CTI)
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(translation UK-PK)
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the call set-up via PC remote dial. Afterward the manager will conducts the telephone conversation
from his own extension.
Installation and Set-up of the TSP under MS Windows:
All graphics are describing the installation under Windows 2000 and may differ from other Windows version
Note:
As the TSP is a driver and not a program you must de-install any older AGFEO TSP versions via
the Window Control Panel, after which the computer must be re-started. To avoid any malfunction
the new TSP should only be installed after this procedure has been followed.
Please install on the computer which is connected to the telephone system the current version of
the configuration program TK Suite Basic as Server installation. The standard installation of the TSP
from version 2.0.[05] is assuming that the TK Suite Server program is already installed. (see also
4.2.1)
Download the latest TAPI Driver from our home page and start the EXE- File. (ie.
tsp_30_03_agfeo.exe) Install the driver in a folder of your choice. A link to a manual for the TAPI
driver can be found in the program group which should have been installed by windows. The
installation program (EXE.File) may now be deleted as it will no longer be required.
NOTE:
So that the TSP will be available to all TAPI applications the computer must now be re-started.
5. Configuration of the TSP:
After the installation of the TSP please select the control
panel from windows and select here the Telephone and
Modem Option.
Once this
“Option”
Modem
option
has
been
selected,
click
on
In the new window now being displayed, please select
AGFEO TK-Service Provider and click after this on the tab
“Configuration” (Option)
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TAPI-Installation (CTI)
Release 08/2004 – created by AGFEO Training Division //LB
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The AGFEO TAPI Driver (TSP) will be opened with various
options. Important is here that you select “User Settings”,
“System Settings and the type of connection “local/LAN” or
“serial”.
Please set here the “System Settings” correctly.
For an installed TK Suite Server you must select the
standard connection between telephone system and the PC and set this to “TK Server (local/LAN)
“. Only if the PC is connected directly to the telephone
system and TK Suite is not used, then select “Serial
(COM-Port).
Internal External Recognition
In default the TSP is set for exchange line seizure “with
9”. Therefore, your application must hand over to the TSP
the number to be dialled prefixed with the digit 9. Some
CTI application like MS Outlook, MS Dialling Assistance will
require a specific number format in order to generate an
external line seizure. Please ensure that by dialling 9 the
CTI application will select a line. Only if the 9 cannot be
dialled automatically from the TAPI application, then select
“internal calls with prefix #”. With this option the telephone system will add the digit 9 to the
number to be dialled received from the TSP. Internal extension must then be called by prefixing the
number with “#”.
Please Note:
If you set these values in the TSP, then in general the TAPI driver will automatically apply these
settings to all TAPI programs. Should you use other TAPI applications which will support outside line
seizure, then you may have to reset this function again.
Confirm your settings by clicking on “OK”.
For the setting of the correct connection please click on
the field “TK-Suite-Server (local/LAN)”. The LAN
dialog box will now be opened.
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TAPI-Installation (CTI)
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You must enter here the Host Name or IP address of the computer on which TK Suite
as the “Server” version. (“local host” = this computer) The port “5081” must not be
set as standard port. If different users have already been entered in TK Suite Server,
here the user data for TSP access. A default user as “admin” with no PIN is already
TK Suite Server.
is installed
changed if
then enter
entered in
Should you change the pre-set values, then you should test the connection to TK Suite Server
afterwards. To do this please click on “Test”. Please ensure that a connection can be made to TK
Suite Server. Only after this test will you be able to use the TSP with a TAPI application correctly.
The next step is now to set the “User Settings”
Just simply enter all extension numbers which are to be
operated by the PC, also enter the relevant name. (ie.
Extn. “11”, Name “Boss”) You are now able to address
this extension from the TAPI application by using this
name.
Alternatively to the above you may use all
extension details which are in the telephone system by
clicking on “load”.
Setting H:
If your AGFEO System Phone is connected to a Headset,
then please tick the box H. An outgoing call will then be
automatically connected to your headset. Please note: This
option is only possible by using AGFEO System Phones.
Setting O:
This extension will be made available from the TSP to be
used by the TAPI application. Only select the telephones which you want to operate via TAPI from
this PC.
Setting M:
When ticked the status of the extension (such as busy, free, ringing) will be forwarded to the
TAPI application. This extension may then be displayed and monitored from the TAPI application.
Note: The used TAPI program would need to support such features.
To confirm the settings, please click on “OK”. You may now close the TSP window.
Only after this correct installation and setting will the AGFEO TAPI Diver (TSP) be operational
and after a restart of your computer can then be used by other CTI applications
6. TAPI Application Settings
For your to be able to dial from your TAPI application, (ie Outlook) you must ensure that the
correct settings have also being made in this program. After the start up of your TAPI application
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please ensure that the line seizure is set correctly. (Extern / Intern ID in TSP settings). Finally,
enter the user as named in the TSP settings in the to be used CTI software.
NOTE:
AGFEO is using the enhanced CTI Protocol. With this the telephone system is able to address the
PC via an internal SO Bus or USB connection via CAPI using the ISDN D Channel (X.31). This
is a major advantage over other ISDN manufacturers as you will only use the D channel. Therefore
AGFEO is not limited to display two incoming calls (or set up external dialling). CTI requests for all
PC’s/ Extensions can even then be carried out if the SO Bus is busy due to other connections.
This is for all Computers simultaneously. AGFEO is not using a B channel for CTI or TAPI dialling.
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