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Meridian 1 TAPI 2.0 Server
Description:
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Many businesses are
selecting Microsoft Windows as the platform for deploying business
critical applications. The Microsoft Telephony Applications
Programming Interface (TAPI) allows Windows application programs to
control telephony functions. This includes such basic functions as
establishing, answering, and terminating calls. It also includes other
functions such as hold, transfer, and conference. TAPI 2.0 is a new version of TAPI which is bundled with Windows NT version 4.0. It brings the full functionality of TAPI version 1.4 from the Microsoft Windows 95 to Windows NT as a Win32 service. All core TAPI 2.0 components are Win32-based, with full support for RISC-based processors, symmetrical multiprocessing, multithreaded applications, and preemptive multitasking. Support for call center functions is enhanced, with modeling of queues, ACD agent controls, associating data with calls, controlling call treatments, controlling message waiting lights, and centralized event timing. TAPI 2.0 on Windows NT introduces sophisticated third-party call control functions for monitoring station set status, supporting predictive dialing applications, ACD queue events, call routing, and network security. The availability of features depends upon the underlying telephony 'service provider' and telephony system connection. Nortel's Meridian 1 TAPI 2.0 Server is a service provider that marries TAPI 2.0 with the Meridian 1 via Meridian Link with comprehensive support of Meridian Link Release 5 call processing features. Included are Meridian Call Center agent functions such as login, ready/not-ready, and agent DN control, along with support for FastTransfer for predictive dialing applications, and applications-based routing to allow TAPI applications to route calls based on network information such as ANI, DNIS, etc. The Windows NT server, running the Meridian 1 TAPI Server, connects to a Meridian 1 via a Meridian Link Module using TCP/IP over Ethernet. The server contains the Meridian 1 TAPI Server service provider and TAPI 2.0 on Windows NT software. IVR Integration Nortel's Meridian 1 TAPI 2.0 Server provides an "open interface" for integration with IVR systems for caller-entered information. It uses a variable sized field which can contain information about a call (such as IVR digits) that will be passed along with the call and made visible to all TAPI applications monitoring the call. A new function, lineSetCallData, has been added which allows the application which owns this call to also set this data. An IVR unit can be configured to initially interact with callers to understand who they are and in what services they are interested. The Meridian 1 TAPI 2.0 Server Open IVR interface then allows this information to be passed to TAPI 2.0 applications via the TAPI 2.0 interface when the call is transferred to an agent or other user on the Meridian 1 system. Networking The Meridian 1 TAPI 2.0 Server also passes information (up to 2048 bytes) collected at an IVR unit (via the Open IVR interface) or provided by a TAPI application with a call when the call is transferred to another local user or a user on Meridian 1 system. When another Meridian 1 location is involved, the information is transferred across a WAN connection between Meridian 1 TAPI 2.0 Servers. This method relies on Meridian 1's Call ID and Network Call ID features to associate the particular call-related information with particular calls. Applications can provide screen pops based on information obtained from a caller or a data base at one location when the call arrives at another location. Microsoft Remote Service Provider Microsoft plans to introduce Remote Service Provider software that will allow Windows NT to function as a telephony server. When functioning as a telephony server, Windows NT will support TAPI 2.0 - compliant applications running locally or on network-connected Windows NT or Windows 95 clients. This distributed client/server application environment logically integrates the telephone on a user's desktop with an application in network connected PCs. The telephone is physically connected to the switch with integration to the user's desktop provided via the switch-server interface. In this configuration, users' desktops do not require any special telephones, connectors, PC circuit packs, or new wiring. The logical configuration is diagrammed below. TAPI 2.0 for Windows NT is provided by Microsoft. TAPI Server Service Provider is provided by Nortel. There are two version of the TAPI Server available. Meridian 1 TAPI Server is the low cost standard package. Meridian 1 TAPI Server with IVR integration and Networking is our premium package that includes the standard package in addition to the ability to integrate with any third party IVR for user enter digits and the ability to share screen data across multiple networked switches. Summary TAPI 2.0 is Microsoft's newest version of TAPI released with Windows NT Version 4.0 and enhances support for many call center features. TAPI 2.0 is the ideal platform for CTI enabling the Win32 applications version of TAPI Microsoft plans software to enable Windows NT to act as a telephony server that will simplify deployment for desktop applications The Meridian 1 TAPI 2.0 Server provides:
TAPI 2.0 Client-Server Model simplifies deployment for desktop
applications.
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