HiPath ProCenter Programming Guide - the HiPath Knowledge Base

Programming Guide 

HiPath ProCenter 

Version 5.1 SMR C 

August 2004 

A31003-S2251-X100-4-7618

Warning 

Hackers who unlawfully gain access to customer telecommunications systems are criminals. Currently, we do 

not know of any telecommunications system that is immune to this type of criminal activity. Siemens AG will 

not accept liability for any damages, including long distance charges, which result from unauthorized use. 

Although Siemens has designed security features into its products, it is your sole responsibility to use the 

security features and to establish security practices within your company, including training, security 

awareness, and call auditing. 

Siemens sales and service personnel, as well as Siemens business partners, are available to work with you 

to help you guard against this unauthorized use of your telecommunications system. 

August 2004 

Job No. 5235 

No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by 

any means, mechanical, electronic, photocopying, recording, or otherwise, without prior written permission of 

Siemens. The software described in this publication is furnished under a license agreement and may be used 

only in accordance with the terms of that agreement. 

Request Siemens publications from your Siemens representative or the Siemens branch serving you. 

CallBridge, PhoneMail, RésuméRouting and ProCenter are registered trademarks, and Prompt Response is 

a trademark of Siemens Information and Communication Networks, Inc. 

Hicom and Siemens are registered trademarks, and HiPath is a trademark of Siemens AG. 

All other trademarks and company names are the property of their respective owners. 

Copyright © Siemens AG 1999–2004. All rights reserved.

Nur für den internen Gebrauch 

MPGhist.fm 

History of Changes 

History of Changes 0 

Revision Number Date Summary 

A31003-S2251-X100-4-7618 August 2004 Updated for Version 5.1 SMR C. 

G281-0802-02 October 2003 Updated for Version 5.1 SMR B. 

G281-0802-01 March 2003 Updated for Version 5.1 SMR A. 

G281-0802-00 

December 2002 Original publication. 

A31003-S2251-X100-4-7618, August 2004 

HiPath ProCenter Programming Guide 0-1

MPGhist.fm 

History of Changes 


A31003-S2251-X100-4-7618, August 2004 

0-2 HiPath ProCenter Programming Guide


MPGbookTOC.fm 

Contents 

Contents 0 

1 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 

1.1 Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 

1.2 How to Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 

1.3 Related Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 

1.4 Formatting Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5 

1.5 Documentation Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5 

2 Programming for the Prompt Response System. . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 

2.1 Mapping Transactions to Call Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 

2.2 IVR Hold Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3 

2.3 ACD Hold Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4 

2.4 FMNQ Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6 

2.5 Writing an IVR Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7 

2.5.1 Writing Scripts for the IVR Hold Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7 

2.5.2 Writing Scripts for the ACD Hold Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . 2-10 

2.5.3 Writing Scripts for the FMNQ Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12 

3 Programming Reference for IVR Scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1 

3.1 Calling IVR API Functions Using the InVision Software . . . . . . . . . . . . . . . . . . . . . . . 3-2 

3.2 Passing Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3 

3.2.1 Passing Parameters by Value. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4 

3.2.2 Passing Parameters by Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4 

3.3 CreateCallback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4 

3.3.1 Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4 

3.3.2 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4 

3.3.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7 

3.3.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8 

3.4 DeleteCallback. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8 

3.4.1 Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8 

3.4.2 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9 

3.4.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9 

3.4.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9 

3.5 Dequeue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9 

3.5.1 Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10 

3.5.2 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10 

3.5.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10 

3.5.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11 

3.6 Disconnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11 

3.6.1 Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11 

3.6.2 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11 

3.6.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11 

A31003-S2251-X100-4-7618, August 2004 


MPGbookTOC.fm 

Contents 


3.6.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12 

3.7 Enqueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12 

3.7.1 Syntax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13 

3.7.2 Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13 

3.7.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-14 

3.7.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-15 

3.8 EnqueueForAgent. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-15 

3.8.1 Syntax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-15 

3.8.2 Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16 

3.8.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-17 

3.8.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18 

3.9 GetCallData. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18 

3.9.1 Syntax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18 

3.9.2 Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18 

3.9.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-19 

3.9.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-19 

3.10 GetCallTransferable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-20 

3.10.1 Syntax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-20 

3.10.2 Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-20 

3.10.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-21 

3.10.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-21 

3.11 GetDDE. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-21 

3.11.1 Syntax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-21 

3.11.2 Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-22 

3.11.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-22 

3.11.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-22 

3.12 Initialize . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-23 

3.12.1 Syntax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-23 

3.12.2 Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-23 

3.12.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-24 

3.12.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-24 

3.13 QueryAgentStatus. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-24 

3.13.1 Syntax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-24 

3.13.2 Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-25 

3.13.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-25 

3.13.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-26 

3.14 QueryCallInfo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-26 

3.14.1 Syntax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-26 

3.14.2 Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-26 

3.14.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-27 

3.14.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-28 

3.15 QueryCallStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-28 

3.15.1 Syntax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-28 

3.15.2 Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-28 

A31003-S2251-X100-4-7618, August 2004 



MPGbookTOC.fm 

Contents 

3.15.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-29 

3.15.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-30 

3.16 QueryCalltypeStatistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-30 

3.16.1 Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-31 

3.16.2 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-31 

3.16.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33 

3.16.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33 

3.17 QueryRoutingInfo. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33 

3.17.1 Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-34 

3.17.2 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-34 

3.17.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-36 

3.17.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-36 

3.18 QuerySystemStatus. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-36 

3.18.1 Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-36 

3.18.2 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-37 

3.18.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-38 

3.18.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-38 

3.19 SetCallData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-39 

3.19.1 Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-39 

3.19.2 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-39 

3.19.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-40 

3.19.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-40 

3.20 SetCallTransferable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-40 

3.20.1 Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-41 

3.20.2 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-41 

3.20.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-41 

3.20.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-42 

3.21 SetDDE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-42 

3.21.1 Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-42 

3.21.2 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-42 

3.21.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-43 

3.21.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-43 

3.22 SetDisplay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-43 

3.22.1 Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-43 

3.22.2 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-44 

3.22.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-44 

3.22.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-44 

3.23 Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-45 

3.23.1 Syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-45 

3.23.2 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-45 

3.23.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-45 

3.23.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-46 

3.24 Introduction to IVR APIs for Unmonitored E1 IVR . . . . . . . . . . . . . . . . . . . . . . . . . . 3-46 

3.24.1 Example: Unmonitored E1 IVR Application Step Sequence (IVR Hold) . . . . . . 3-48 

A31003-S2251-X100-4-7618, August 2004 


MPGbookTOC.fm 

Contents 


3.25 SetCallInfo (for unmonitored E1 IVR calls only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-48 

3.25.1 Syntax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-49 

3.25.2 Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-49 

3.25.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-49 

3.25.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-49 

3.26 GetTransitNumber (for unmonitored E1 IVR calls only) . . . . . . . . . . . . . . . . . . . . . . 3-49 

3.26.1 Syntax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-50 

3.26.2 Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-50 

3.26.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-50 

3.26.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-50 

3.27 CallerDisconnected (for unmonitored E1 IVR calls only) . . . . . . . . . . . . . . . . . . . . . 3-50 

3.27.1 Syntax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-51 

3.27.2 Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-51 

3.27.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-51 

3.27.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-51 

3.28 ReleaseTransitNumber . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-51 

3.28.1 Syntax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-52 

3.28.2 Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-52 

3.28.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-52 

3.28.4 Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-52 

4 Writing a Custom Routing Function. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 

4.1 Gathering Call Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 

4.2 Process for the Customized Routing Function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2 

4.3 Loading the Function. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 

4.4 Function Input and Output. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4 

4.4.1 Input Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4 

4.4.2 Output Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5 

4.4.3 Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8 

4.5 Sample Custom Routing Function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8 

4.6 Planning Ahead. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-10 

5 Using DDE to Communicate with HiPath ProCenter . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 

5.1 Source of the DDE Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 

5.2 DDE Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 

5.3 Visual Basic Sample . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4 

6 Configuring Database Parameters with SQL. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 

A IVR API Function Return Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1 

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Z-1 

A31003-S2251-X100-4-7618, August 2004 



mpgpref.fm 

About This Guide 

Who Should Use This Guide 

1 About This Guide 

This guide describes how to customize the HiPath ProCenter Desktop applications by writing 

IVR scripts, custom routing functions, and Dynamic Data Exchange applications. 

To create applications that properly integrate with HiPath ProCenter version 5.1, you must use 

the HiPath ProCenter 5.1 software development kit (SDK). If you have created applications with 

an earlier version of the HiPath ProCenter Toolkit, you must convert those integrations to use 

the new SDK. 

> 

Please see your HiPath ProCenter Sales Representative for more details on how to 

obtain the HiPath ProCenter 5.1 SDK. 

1.1 Who Should Use This Guide 

This guide is intended for call center administrators and system administrators who work with 

the HiPath ProCenter Suite. You should use this guide if you plan on writing: 

● 

● 

● 

● 

An IVR script for a HiPath ProCenter IVR API configuration 

A custom routing function 

An application that uses the DDE information provided by HiPath ProCenter 

Customized reporting templates to collect and display data from the Reporting Database 

You must be familiar with: 

● 

● 

● 

HiPath ProCenter Suite features 

IVR scripting fundamentals 

Call center applications 

> 

For more information on IVR scripting fundamentals and call center applications, 

see the InVision user guide. 

A31003-S2251-X100-4-7618, August 2004 


mpgpref.fm 


How to Use This Guide 


1.2 How to Use This Guide 

This guide contains the following chapters and appendixes: 

Chapter 1, “About This Guide”, describes the intended audience, formatting conventions, and 

provides a brief description of the other guides in the HiPath ProCenter documentation set. 

Chapter 2, “Programming for the Prompt Response System”, describes the various IVR API 

configurations, and how you can write IVR scripts with the Routing Server to enhance gathering 

caller requirements. 

Chapter 3, “Programming Reference for IVR Scripts”, describes the IVR API functions 

necessary for the communication between the IVR script, and the Routing Server or T-Server. 

Chapter 4, “Writing a Custom Routing Function”, provides instructions for designing and writing 

a custom routing function. 

Chapter 5, “Using DDE to Communicate with HiPath ProCenter”, provides an example of using 

DDE to communicate with the HiPath ProCenter Agent and HiPath ProCenter Supervisor 

applications. 

Chapter 6, “Configuring Database Parameters with SQL”, explains how to change 

preconfigured database parameters using SQL. 

Appendix A, “IVR API Function Return Codes”, provides a list of all the return codes for the 

HiPath ProCenter IVR API functions. 

This guide also includes an index. 

1.3 Related Information 

The following guides contain more information about the HiPath ProCenter Suite. 

HiPath ProCenter ACD Administrator User Guide, Version 5.1 SMR C, A31003-S2251- 

S200-3-7620 

This guide describes the ACD Administrator application, and provides information on 

configuring HiPath 4000 switch resources. 

HiPath ProCenter Administrator, Entry Suite, Version 5.1 SMR C, A31003-G7351-A400-4- 

76A9 

This guide describes the Administrator application. It provides information on configuring the 

HiPath ProCenter Entry Suite and includes a glossary of HiPath ProCenter terminology. 

HiPath ProCenter Administrator User Guide, Standard and Advanced Suites, Version 5.1 

SMR C, A31003-S2251-A400-4-76A9 

This guide describes the HiPath ProCenter Administrator application. It provides information on 

configuring the HiPath ProCenter Standard and Advanced Suites and includes a glossary of 

HiPath ProCenter terminology. 

A31003-S2251-X100-4-7618, August 2004 



mpgpref.fm 


Related Information 

HiPath ProCenter Browser Based Desktop User Guide, Version 5.1 SMR C, A31003- 

S2251-A600-4-76A9 

This guide describes the HiPath ProCenter Browser Based Desktop application. 

HiPath ProCenter Call Director User Guide, Version 5.1 SMR C, A31003-S2251-E400-4- 

76A9 

This guide describes how to configure and use the HiPath ProCenter Call Director application. 

HiPath ProCenter Desktop User Guide, Entry Suite, Version 5.1 SMR C, A31003-G7351- 

B871-4-7619 

This guide describes the HiPath ProCenter Supervisor application. 

HiPath ProCenter Desktop User Guide, Standard and Advanced Suites, Version 5.1 

SMR C, A31003-S2251-B871-4-7619 

This guide describes the HiPath ProCenter Desktop applications—the Agent, Supervisor, and 

Enterprise Manager applications. 

HiPath ProCenter Installation Guide, Version 5.1 SMR C, A31003-S2251-S100-4-7620 

This guide describes the HiPath ProCenter installation, including: setting up the base hardware 

and operating system for servers; installing required software for the various servers as well as 

for client computers; activating SID-enabled features; and verifying the installation. 

HiPath ProCenter Operations Guide, Version 5.1 SMR C, A31003-S2251-A500-4-76A9 

This guide describes how to use the IT Monitor application and the Watchdog Server, to start 

and stop the HiPath ProCenter servers, and to back up and restore the HiPath ProCenter 

databases. A troubleshooting section provides information on resolving problems and 

identifying error codes in the HiPath ProCenter Suite. 

HiPath ProCenter Overview Guide, Version 5.1 SMR C, A31003-S2251-A100-4-76A9 

This guide provides an overview of the HiPath ProCenter Suite—an integrated set of call center 

applications that apply intelligent, skills-based call routing to optimize productivity, increase 

customer satisfaction and improve employee morale in your call center. 

HiPath ProCenter Reporter User Guide, Version 5.1 SMR C, A31003-S2251-A200-4-76A9 

This guide describes the HiPath ProCenter Reporter application. It contains conceptual 

information about the default report templates, step-by-step procedures for customizing the 

templates, and information on generating, printing, and exporting your reports. 

HiPath ProCenter Simulator User Guide, Version 5.1 SMR C, A31003-S2251-A300-4-76A9 

This guide describes how to use the HiPath ProCenter Simulator application to prepare and run 

simulations, and how to analyze the results of your simulations. 

CRM Ready Kit for SAP CIC, Version 5.1 SMR C, A31003-S2251-E200-4-76A9 

This guide describes how to configure and use the HiPath ProCenter SAP CIC CRM Integration 

components. 

CRM Ready Kit for Siebel 2000, Version 5.1 SMR C, A31003-S2251-E300-4-76A9 

This guide describes how to configure and use the CRM Ready Kit that integrates HiPath 

ProCenter with Siebel 2000. 

A31003-S2251-X100-4-7618, August 2004 


mpgpref.fm 


Related Information 


CRM Ready Kit for Siebel 7, Version 5.1 SMR C, A31003-S2251-E500-4-76A9 

This guide describes how to configure and use the CRM Ready Kit that integrates HiPath 

ProCenter with Siebel 7. 

A31003-S2251-X100-4-7618, August 2004 



mpgpref.fm 


Formatting Conventions 

1.4 Formatting Conventions 

The following formatting conventions are used in this guide: 

Bold 

This font identifies HiPath ProCenter components, window and dialog box titles, and item 

names. 

Italics 

This font identifies terms or phrases that are explained in the online Help glossary. 

Monospace Font 

This font distinguishes text that you should type, or that the computer displays in a message. 

1.5 Documentation Feedback 

To report a issue with this document, call your next level of support: 

● 

Customers should call the Siemens Customer Support Center. 

● Siemens employees should call the Interactive Customer Engagement Team (i-Cet ). 

When you call, be sure to include the following information. This will help identify which 

document you are having issues with. 

● 

● 

Title: Programming Guide 

Order Number: A31003-S2251-X100-4-7618 

A31003-S2251-X100-4-7618, August 2004 


mpgpref.fm 


Documentation Feedback 


A31003-S2251-X100-4-7618, August 2004 



mpgintro.fm 

Programming for the Prompt Response System 

Mapping Transactions to Call Types 

2 Programming for the Prompt Response System 

This chapter describes the various IVR API configurations that you can use to enhance the 

gathering of your customer’s requirements. 

The available IVR API configurations are as follows: 

● 

● 

● 

IVR Hold 

ACD Hold 

FMNQ 

> 

You can only use one of these IVR API configurations, and they all require InterSoft 

for Windows 2000 or NT. 

2.1 Mapping Transactions to Call Types 

The Prompt Response system interacts with the caller to obtain additional information about 

their requirements. It can also provide information to the caller while they are waiting in queue 

for the appropriate agent to handle their call. 

For example, you can prompt your customers to press one for Service or, press two for Sales. 

You can also use calling party and called party numbers to assist your routing decisions. 

The IVR script can gather a customer’s requirements from the following sources: 

● 

Network Information (public switch information) 

– Automatic Number Identification (ANI)—information about the calling party 

– Dialed Number Identification Service (DNIS)—information about the called party 

● 

Call Prompting 

– Dual-Tone Multifrequency (DTMF) signaling—push-button responses from the caller 

(for example, account or personal identification numbers) 

– Voice recognition—voice responses from the caller for more specific information (for 

example, the prompt could tell the customer to choose either Sales or Service) 

● 

Customer Database Retrieval 

– Customer profile (for example, language, skill level, and location) 

– Customer history (for example, credit record, past purchases, and open problems) 

– Customer preferences (for example, a specific agent) 

A31003-S2251-X100-4-7618, August 2004 


mpgintro.fm 


Mapping Transactions to Call Types 


The purpose of the IVR script is to identify a call type that describes the changing requirements 

of a call as it waits in queue. You can design an IVR script to gather ANI and DNIS information 

from HiPath ProCenter, prompt the caller for specific information, and then use this information 

to access data from a host or local database. 

For example, you can prompt a caller to enter their four-digit account number, then use this 

number to access database information and identify call types for the calls based on the DNIS 

information or the To and From information. 

Refer to the text following Figure 2-1 for a description of the numbered steps. 

(1) IVR requests the call details 

Prompt Response Unit 

(2) IVR sends the enqueue call request 

HiPath ProCenter Servers 

Figure 2-1 

Prompt Response and HiPath ProCenter Interaction 

1. When a call arrives at your site, it is answered by the Prompt Response system. The IVR 

script then gathers the ANI and DNIS or To and From information of the transaction, 

determines the call type, and sends an enqueue call request to HiPath ProCenter. 

> 

The IVR can also send a HiPath ProCenter Routing request to HiPath 

ProCenter, supplying information collected by the IVR. The Routing Server then 

assigns a call type and other routing information based on the configured 

system routing option, which can be used to send an enqueue call request. 

2. The Routing Server then searches for the best available agent to handle the call. 

3. The IVR script can prompt the customers with a series of menus to determine the specific 

requirements of each customer. The more complex your menu system, the more detailed 

the information you can gather from your customers. 

Each unique menu choice should correspond to a unique call type, so that you can use the full 

power of HiPath ProCenter skills-based routing capabilities. 

> 

● 

For more information on designing Interactive Voice Response (IVR) menu 

systems, see the HiPath ProCenter Administrator Guide. 

● For more information on the available IVR API functions, see Chapter 3, 

“Programming Reference for IVR Scripts” 

A31003-S2251-X100-4-7618, August 2004 



mpgintro.fm 


IVR Hold Configuration 

2.2 IVR Hold Configuration 

You can use the IVR Hold configuration with a Prompt Response unit to hold an enqueued call 

until it is routed to an agent. 

> 

Since the IVR Hold configuration ties up the IVR extension and temporarily prevents 

the IVR from handling incoming calls until the enqueued call has been routed to an 

agent, you must alter the IVR Hold configuration to include more IVR extensions. 

The following diagram illustrates the call flow for the IVR Hold configuration. Refer to the text 

following the call flow diagram for a description of the numbered steps. 

(1) Receive call 

Switch 

(2) Route to IVR unit 

HiPath ProCenter Servers 

IVR unit 

(3) Gather call 

requirements 

(4) Enqueue call 

(5) Match to agent 

or time out 

(6) Assign to agent or time out 

(7) Transfer to agent 

HiPath ProCenter agent 

Figure 2-2 

Call flow for the IVR Hold configuration 

A31003-S2251-X100-4-7618, August 2004 


mpgintro.fm 


ACD Hold Configuration 


1. A new call arrives. 

2. The call is immediately routed through ACD routing to an IVR unit. 

3. The IVR unit gathers information from the caller as to the purpose of their call, and then 

uses this information to identify the routing parameters for the call, including the call type. 

4. The IVR unit sends an enqueue call request to HiPath ProCenter. The Routing Server then 

searches for the best available agent to handle the call. 

5. HiPath ProCenter then does one of the following: 

● 

● 

Assigns the call to the best available agent 

Reserves the call for a specific agent (optional) 

If the call cannot be assigned to an agent by the end of the last call step in the call type, it 

is routed to a time-out extension. 

6. HiPath ProCenter notifies the IVR unit of the extension of the assigned agent or the timeout 

target. If the call times out, the IVR does one of the following: 

● 

● 

Transfers the call to a default number specified by the IVR script, or transfers the call 

to the time-out extension provided by the Routing Server. The time-out extension can 

either be a specific number defined by the call type of the call, or a global default 

number used by all call types that do not have a specific number defined. 

Prompts the customer for additional information, and uses the new routing parameters 

to enqueue the call again. At this time, the process of matching the call to an agent is 

repeated. 

7. The call is transferred to the assigned agent. 

2.3 ACD Hold Configuration 

You can use the ACD Hold configuration with a Prompt Response unit to transfer calls to a 

RésuméRouting ACD Group in the switch, where calls wait until eligible agents become 

available to handle the calls. 

When an agent becomes available, HiPath ProCenter diverts the call from the RésuméRouting 

ACD Group to the agent. The ACD Hold configuration frees the IVR extensions for incoming 

calls by transferring calls to the switch while the Routing Server searches for available agents. 

This configuration reduces IVR extension requirements so that your IVR can handle a greater 

number of incoming calls. 

A31003-S2251-X100-4-7618, August 2004 



mpgintro.fm 


ACD Hold Configuration 

The following diagram illustrates the call flow for the ACD Hold configuration. Refer to the text 

following the call flow diagram for a description of the numbered steps. 

(1) Receive call 

Switch 


(8) Transfer to agent 

RésuméRouting 

ACD Group 

(7) Assign to agent or time out 

(2) Route to IVR unit (5) Transfer call 


requirements 

(4) Enqueue call 


Servers 

(6) Match to agent 

or time out 

Figure 2-3 

IVR unit 

Call Flow of the ACD Hold Configuration 

1. A new call arrives. 

2. The call is immediately routed through ACD routing to an IVR unit. 

3. The IVR unit gathers information from the caller as to the purpose of their call, and then 

uses this information to identify the routing parameters for the call, including the call type. 

4. The IVR unit sends an enqueue call request to HiPath ProCenter. The Routing Server then 

searches for the best available agent to handle the call. 

5. At this time, the IVR unit transfers the call to a RésuméRouting ACD group. 

6. HiPath ProCenter then does one of the following: 

● 

● 

Assigns the call to the best available agent 

Reserves the call for a specific agent (optional) 

If the call cannot be assigned to an agent by the end of the last call step in the call type, it 

is routed to a time-out extension. 

7. The call is assigned to a specific agent or time-out target. 

8. The call is transferred to the assigned agent. 

A31003-S2251-X100-4-7618, August 2004 


mpgintro.fm 


FMNQ Configuration 


2.4 FMNQ Configuration 

> The unmonitored E1 IVR does not support FMNQ. (3) While waiting for an agent, the 

If you are using a HiPath 4000 switch with a Prompt Response unit, you can create FMNQ 

ARTs to support forget-me-not queuing. A caller being processed through an FMNQ ART can 

interact with the IVR while waiting in queue for an agent to become available. 

You can set an FMNQ call so that it is either "interruptible" or "uninterruptible". If the call is set 

to "interruptible", the caller can be moved from an IVR to the best available agent extension, 

regardless of whether they are entering information into the IVR. If the call is “uninterruptible”, 

the routing of the call is temporarily suspended until the caller either: 

● 

● 

Enters critical information without the risk of that information being lost 

Listens to critical information without interruption 

FMNQ Call Routed While Connected to IVR 

The following diagram illustrates how an FMNQ call is routed after it arrives at an IVR. Refer to 

the text following the diagram for a description of the numbered steps: 

IVR unit 


requirements 

(2) The call is transferred 

to an FMNQ RCG and 

then processed by the 

FMNQ ART 

call is diverted to an IVR extension 

for further processing 

(4) IVR script plays and caller 

indicates that they want to enter 

an "uninterruptible" session 


(5) The caller finishes interacting 

with the script, and the call is set 

to transferable and routed to the 

best available agent 

Figure 2-4 

Call Flow of the FNMQ Configuration 

1. The IVR unit gathers caller’s requirements and determines that the call is an FMNQ call. 

2. The call is processed by the FMNQ ART. 

A31003-S2251-X100-4-7618, August 2004 



mpgintro.fm 


Writing an IVR Script 

3. An IVR extension becomes available and the call is diverted to the extension from the 

queue. 

4. The customized IVR script begins to play and the caller indicates that they want to enter 

an "uninterruptible" session. The call is set to non-transferable. 

5. When the caller has finished interacting with the script, the call is set to transferable and 

routed to the best available agent. 

2.5 Writing an IVR Script 

A customized IVR script gathers information from your customers, provides call management 

functions, and calls the IVR API functions provided with HiPath ProCenter. 

The IVR API functions are provided in a module file called HPPCIVR.DLL, which you must 

include when running the IVR script. This module file is located in the d:\rrserver directory 

on the HiPath ProCenter Server machine. 

> 

If you are still running IVR scripts created in an earlier version of HiPath ProCenter 

(5.01 or earlier), use the RRNT32.DLL module file located in the same directory, and 

then refer to your previous documentation for descriptions of those IVR API 

functions. 

2.5.1 Writing Scripts for the IVR Hold Configuration 

The suggested flow for an IVR script for the IVR Hold configuration is as follows: 

1. Initialize the connection between the IVR unit and HiPath ProCenter. 

2. Check the system status to ensure that the Routing Server is available. 

3. Gather the ANI and DNIS information for the call. 

4. Identify the call type using the IVR script. For example, you could assign a call type to the 

call based on a combination of the call’s ANI information, and the customer’s selection. 

5. Enqueue the call using the Enqueue function. Ensure that the parameters specify that the 

IVR unit will hold the call until assigned to an agent, using the IVR Hold configuration. This 

notifies the Routing Server that the IVR will transfer the call when it is assigned. 

6. Check the state of the enqueued call regularly (for example, after every action or IVR API 

function call) and take the appropriate action depending on the results: 

● 

● 

If the call is assigned, transfer the call to the agent’s extension. 

If the call has timed out, transfer the call to the default number defined in the IVR script, 

or to the extension returned by the Routing Server. 

A31003-S2251-X100-4-7618, August 2004 


mpgintro.fm 




● 

If there is a Routing Server error, transfer the call to the default number defined in the 

script. 

A31003-S2251-X100-4-7618, August 2004 



mpgintro.fm 



The following diagram shows a sample IVR script for the IVR Hold configuration. 

Start 

QUERY SYSTEM 

STATUS 

Routing Server or 

T-Server down 

Yes 

No 

IVR GATHERS 

caller requirements 

REQUEST ENQUEUE 

CALL 

Enqueue failed 

Yes 

IVR ACTION (for 

example, play a 

voice segment) 

No 

QUERY CALL 

STATUS 

No 

Is it assigned 

No 

Is it a time out 

or error 

Yes 

Is it a time out 

No 

IVR TRANSFER 

to default target 

Yes 

IVR TRANSFER 

to agent 

Yes 

IVR TRANSFER to 

default target or HiPath 

ProCenter time-out 

extension 

End 

Figure 2-5 

Sample Flowchart for an IVR script in the IVR Hold Configuration 

A31003-S2251-X100-4-7618, August 2004 


mpgintro.fm 




> 

When a call is successfully enqueued, the script must regularly check the state of 

the call using the QueryCallStatus function, as well as handle conditions, such as 

enqueue errors and timed-out calls. In these cases, the script should either transfer 

the call to a non-HiPath ProCenter extension or enqueue the call with different 

parameters. 

2.5.2 Writing Scripts for the ACD Hold Configuration 

The following is a suggested flow for a customized IVR script for the ACD Hold configuration: 

1. Initialize the connection between the IVR and HiPath ProCenter. 

2. Check the system status to ensure that the Routing Server is available. 

3. Gather the ANI and DNIS information for the call. 

4. Identify the call type using the IVR script. For example, you could assign a call type to the 

call based on a combination of the call’s ANI information, and the selections the customer 

makes. 

5. Enqueue the call with the Enqueue function. Ensure that the parameters specify that the 

IVR unit will transfer the call to a RésuméRouting ACD Group, using the ACD Hold 

configuration. This notifies the Routing Server that HiPath ProCenter must transfer the call 

when it is assigned. 

6. Transfer the call to a RésuméRouting ACD Group. HiPath ProCenter automatically holds 

the call in the RésuméRouting ACD Group until the call is assigned to an agent. 

The following diagram shows a sample IVR script for the ACD Hold configuration. 

A31003-S2251-X100-4-7618, August 2004 



mpgintro.fm 



Start 

QUERY SYSTEM 

STATUS 

Routing Server or 

T-Server down 

Yes 

No 

IVR GATHERS 


REQUEST ENQUEUE 

CALL 

No 

Enqueue failed 

Yes 

IVR TRANSFER 

to HiPath ProCenter 

queue 

IVR TRANSFER 

to default target 

End 

Figure 2-6 

Sample Flowchart of an IVR script for the ACD Hold Configuration 

A31003-S2251-X100-4-7618, August 2004 


mpgintro.fm 




2.5.3 Writing Scripts for the FMNQ Configuration 

The following is a suggested flow for a customized IVR script for the FMNQ configuration: 

1. Initialize the connection between the IVR and HiPath ProCenter. 

2. Use the QueryCallInfo function to gather the ANI and DNIS information for the call, and to 

obtain the value of the FMNQ flag. 

3. If the flag is set to 1, start the FMNQ call flow, and determine whether the caller wants to 

enter an "interruptible" or "uninterruptible" session. 

4. If the caller wants to enter an "uninterruptible" session, set the call to non-transferable (0). 

5. Continue to gather caller requirements inside the "uninterruptible" session. 

6. When the "uninterruptible" session has ended, set the call to transferable (1). 

> 

Before the IVR script disconnects or transfers a FMNQ call, you must issue the 

SetCallTransferable (0) and receive a successful return code. If you not receive a 

successful return code, this indicates that the call is in the process of being 

transferred and you must wait for the process to complete. 

A31003-S2251-X100-4-7618, August 2004 



mpgintro.fm 



The following diagram shows a sample IVR script for the FMNQ configuration. 

Start 

QueryCallInfo 

FMNQ flag = 1 

No 

Regular IVR call flow 

Yes 

IVR GATHERS 


FMNQ Call Flow 

Does the caller want to 

start a critical session 

SetCallTransferable (0) 

Uninterruptible session 

Interruptible session 

SetCallTransferable (1) 

Transfer to basic ACD 

Transfer to Agent 

Figure 2-7 

Sample Flowchart of an IVR script for the FMNQ Configuration 

A31003-S2251-X100-4-7618, August 2004 


mpgintro.fm 




A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 

Programming Reference for IVR Scripts 

3 Programming Reference for IVR Scripts 

> 

This chapter describes the new HiPath ProCenter IVR API functions contained 

within the HPPCIVR.DLL module. It does not describe the IVR API functions 

contained within the RRNT32.DLL module. If you are using the older version of the 

API, please refer to your previous documentation. 

This chapter describes how to create IVR scripts using the InVision software. It also provides 

detailed descriptions of the following HiPath ProCenter IVR API functions that can be called 

from the IVR script: 

● 

● 

● 

● 

● 

● 

● 

● 

● 

● 

● 

● 

● 

● 

● 

● 

● 

● 

● 

● 

● 

CreateCallback 

DeleteCallback 

Dequeue 

Disconnect 

Enqueue 

EnqueueForAgent 

GetCallData 

GetCallTransferable 

GetDDE 

Initialize 

QueryAgentStatus 

QueryCallInfo 

QueryCallStatus 

QueryCalltypeStatistics 

QueryRoutingInfo 

QuerySystemStatus 

SetCallData 

SetCallTransferable 

SetDDE 

SetDisplay 

Transfer 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 


Calling IVR API Functions Using the InVision Software 


● 

● 

● 

● 

SetCallInfo (unmonitored E1 IVR only) 

GetTransitNumber (unmonitored E1 IVR only) 

CallerDisconnected (unmonitored E1 IVR only) 

ReleaseTransitNumber (unmonitored E1 IVR only) 

3.1 Calling IVR API Functions Using the InVision Software 

You can use the InVision software to create an application call flow diagram that displays the 

forms and function calls used by the application to generate an IVR script. 

Figure 3-1 illustrates how a sample call flow diagram would appear in the InVision software. 

Figure 3-1 

Call flow as shown in the InVision Window 

> 

Each toolbar button represents an InVision form called by the script. Each InVision 

form contains the parameters called by the script. 

To call the HiPath ProCenter IVR API functions using the InVision software: 

1. Enter the appropriate module and function name into the DLL name and Function boxes. 

2. Gather the parameter information for the function from the following sections, and enter the 

parameters in the order that they appear in the tables. 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 


Passing Parameters 

> 

The server names used as parameters in the IVR API functions are the names that 

are configured in the production copy of the Administration Database. Ensure that 

you use the HiPath ProCenter Administrator application to obtain the correct server 

name for the corresponding server. 

Figure 3-2 illustrates how you would enter the parameter information for the Enqueue function 

into the InVision form: 

Figure 3-2 

Parameters for the Enqueue function in an InVision form 

> 

For detailed information on how to use the InVision software, refer to the InVision 

documentation. 

3.2 Passing Parameters 

When calling HiPath ProCenter IVR API functions, you can pass information in the following 

ways: 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 




3.2.1 Passing Parameters by Value 

When you pass parameters by value, you are passing information from the IVR script to HiPath 

ProCenter. Each of the IVR API functions require that different information be sent to HiPath 

ProCenter, so that the application can carry out the requested action. 

For example, the IVR script must pass the call type name to HiPath ProCenter when invoking 

the Enqueue function, so that the application can enqueue the call. 

3.2.2 Passing Parameters by Reference 

When you pass parameters by reference, you are passing information from HiPath ProCenter 

to the IVR script. When calling an IVR API function, the IVR script specifies a variable name for 

variables passed by reference. HiPath ProCenter returns the required information in the 

specified variable. 

For example, HiPath ProCenter returns the ANI and DNIS information for a call when the IVR 

script invokes the QueryCallInfo function. 

> 

Parameters passed by reference must be preceded by the greater-than (>) sign. 

3.3 CreateCallback 

The CreateCallback function attempts to create a callback in the Callback Server. An IVR can 

then indicate that a customer should be called back when an agent becomes available. 

> 

You must call the Initialize and QueryCallInfo functions prior to invoking this function. 

See Section 3.12, “Initialize”, on page 3-23 and Section 3.14, “QueryCallInfo”, on 

page 3-26 for detailed information. 

3.3.1 Syntax 

CreateCallback (>CallID, CallTypeName, Caption, TimeZoneOffset, 

ContactName, CountryCode, Schedule1, Schedule2, Schedule3) 

3.3.2 Parameters 

You must enter the parameters in the same order as they appear in the following table: 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 



Parameter Name Data Type Passed By Range Description 

CallID String Reference 18 characters The CallID returned from 

QueryCallInfo should be 

provided as input. If the 

function is successful, the 

CallID contains the new 

CallID associated with the 

callback. 

CallTypeName String Value 16 characters The callback call type to use 

for the callback. 

Caption String Value 100 characters Optional. A string containing 

a brief description of the call, 

which is displayed in the 

HiPath ProCenter Desktop 

applications, so that agents 

can identify the call. 

TimeZoneOffset Integer Value The time zone difference, in 

minutes, between the HiPath 

ProCenter system and the 

callback target identified by 

PhoneNumber. 

ContactName String Value 80 characters The contact name. 

CountryCode String Value 5 characters The country code. 

Schedule1 String Value A string using the following 

format (semi-colon 

delimited): 

PhoneNumber; 

mm/dd/yyyy;hh:mm; 

mm/dd/yyyy;hh:mm 

which indicates a period of 

time during which the 

customer wishes to receive 

callbacks, and the phone 

number where the customer 

can be reached. The first 

date/time is the start, the 

second is the end time. 

Schedule2 String Value Optional. 

Table 3-1 

Parameters for the CreateCallback Function 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 





Schedule3 String Value Optional. 

Table 3-1 Parameters for the CreateCallback Function 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 



3.3.3 Return Codes 

The most common codes returned by this function are as follows: 

0 The function was successful. 

-1 The function failed. 

-1011 The function submitted an invalid call type name. 

-1012 The function submitted an invalid schedule time format. 

-1013 The end time submitted for a schedule is earlier than the start time for the same 

schedule. 

-1014 The callback is not scheduled to be completed during valid call center business 

hours. 

-1015 The name of the contact person exceeds the maximum number of characters. 

-1016 The country code of the telephone number exceeds the maximum number of 

characters. 

-1017 The function included an excluded number. Excluded numbers cannot be 

included in callback requests. For more information on configuring excluded 

numbers, see the HiPath ProCenter Administrator Guide. 

-1018 The callback caption exceeds the maximum number of characters. 

-1020 The DDE data exceeds the maximum number of characters. 

-1029 The callback schedules have expired. 

-1030 Two or more schedules have overlapping times. 

-1031 A phone number in the request is invalid. 

-1033 The wrong version of the ProCenter servers or desktop applications is being 

used. 

-1034 The request data was corrupted while transferring through the network. 


-1040 A Callback with this call type and phone number already exists in the system. 

This error is only returned if the Prevent Duplicate Callback Entries check box 

has been selected on the General tab of the Callback Settings dialog box. 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 


DeleteCallback 


3.3.4 Example 

The following example asks HiPath ProCenter to create a callback for the current call. The 

parameters, which include some descriptions of the call that can be seen in the HiPath 

ProCenter Desktop applications, are: 

● 

● 

● 

● 

● 

Call type name 

Offset for time zone 

Customer Name 

First number of area code 

Customer phone number 

The function requests that callbacks to the customer numbers are scheduled to be made using 

"CBCallType" as the call type. 

CreateCallback(>CBCallID, 'CBCallType', 'Callback from HPPC', 0, 'Mr. Brite 

IVR', '1', '9056957900;06/10/2002;11:55;06/11/2002;11:55', '9056957900;06/ 

11/2002;11:56;06/12/2002;11:56') 

The Call ID is returned by the function after the callback is created. 

3.4 DeleteCallback 

The DeleteCallback function is used to delete an existing callback that was created using the 

CreateCallback() function. This function takes as its parameter the CallID that was returned 

from the CreateCallback() function. 

> 




3.4.1 Syntax 

DeleteCallback (CallID) 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 


Dequeue 



CallID String Value 18 characters The CallID returned from a 

successful CreateCallback 

request that is to be deleted. 

Table 3-2 


Parameters for the DeleteCallback Function 



-1033 The wrong version of the ProCenter servers or desktop applications is being 

used. 


-1037 The specified callback cannot be deleted because the callback is currently in 

progress. 

3.4.4 Example 

The following example asks for the Callback with the CallID of CBCallID to be deleted. 

DeleteCallback(CBCallID) 

3.5 Dequeue 

The Dequeue function sends a request to the Routing Server to dequeue a specified call. If you 

are using the IVR Hold configuration, then you can use the Dequeue function to dequeue a call, 

so that the IVR script can transfer the call to an extension or perform some other action with 

the call. 

If the IVR script permits the caller to continue to input choices after the call has been enqueued, 

you can use further caller input to change the routing of the call. For example, if callers wait too 

long in queue, they might decide to leave a voice message; the IVR script can then dequeue 

the call and transfer it to a PhoneMail extension. 

> 




A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 


Dequeue 


3.5.1 Syntax 

Dequeue (CallID, Abandoned) 




CallID String Value 18 characters The CallID for the call you 

want to dequeue. 

Abandoned Integer Value 0 or 1 A flag indicating whether the 

call was abandoned. 

0 – Indicates the call was not 

abandoned. 

1 – Indicates the call was 

abandoned. 

Table 3-3 

> 


Parameters for the Dequeue Function 

The Abandoned parameter only affects statistics displayed on Supervisor desktops. 

It does not affect the Reporting Database. As a result, any reports that you generate 

using the Reporter application are unaffected by this parameter. 



-304 Initialize was not called prior to invoking this function. You should call Initialize at 

the start of your script. 

-306 The function call included an invalid parameter. One or more of the parameters 

passed by value were of the wrong type. For example, a string was passed 

instead of an integer. 

-701 The function request timed out before the function could be completed. It may be 

an indication of network problems or a busy server. 

-801 The function was unable to connect to one of the ProCenter servers. Either the 

server name is invalid or the server is not operational. 

-902 The call could not be found since it is not being tracked by the Routing Server. 

This occurs if you have not yet enqueued the call or have previously called 

Dequeue. 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 


Disconnect 

Other 

Any other number indicates that the function was not successful. For more 

information about a specific error code, see Appendix A, “IVR API Function 

Return Codes”. 

3.5.4 Example 

The following example sends a request to dequeue a call. The call has not been abandoned 

(the abandon flag is 0), so the IVR script can now route the call to a time-out extension. 

Dequeue('1341023126268002', 0) 

3.6 Disconnect 

The Disconnect function disconnects the specified call on the IVR port. 

> 




This API does not support trunk connected calls. If an incoming call is flagged as a 

trunk connected call, the API returns an error indicating that it is not available. 

3.6.1 Syntax 

Disconnect (CallID) 





want to disconnect. 

Table 3-4 


Parameters for the Disconnect Function 





A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 


Enqueue 





-311 The API does not support trunk connected calls. 

-701 The function request timed out before the function could be completed. This will 

normally occur only when querying the status of a call. It may also be an 

indication of network problems or a busy server. 



-903 There was no call associated with the specified device. Ensure that all IVR 

extensions are represented in the production copy of the Administration 

Database. 

-914 The operation you are attempting has failed. 

Other Any other number indicates that the function was not successful. For more 



3.6.4 Example 

Disconnect('1341023126268002') 

3.7 Enqueue 

The Enqueue function asks the Routing Server to enqueue a call, and find the best available 

agent to handle the call. The function passes the routing information of a call to the Routing 

Server, including the call type and the call’s initial priority. The function also passes information 

to the Routing Server that appears in the HiPath ProCenter Desktop applications, such as the 

caption. 

> 

Use this function to enqueue calls in either the IVR Hold or the ACD Hold configuration. Once 

a call is enqueued in the IVR Hold configuration, the script must check when the call is 

assigned, and transfer the call to the agent’s extension. Once a call is enqueued in the ACD 

Hold configuration, the call should be immediately transferred to a RésuméRouting ACD Group. 

> 

If you want the call data or DDE to be available, you must set these parameters prior 

to enqueuing the call. 




A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 


Enqueue 

3.7.1 Syntax 

Enqueue (CallID, IVRHold, CallTypeName, InitialPriority, Caption, 

>EstimatedWait, >CallsinQueue, ANIDNIS) 





want to enqueue. 

IVRHold Integer Value 0 or 1 A flag indicating how the call 

will be handled. 

0- Indicates the call will be 

transferred to an ACD Group 

for the ACD Hold 

configuration. 

1- Indicates the call will wait 

at the IVR extension for the 

IVR Hold configuration. Also 

checks to see if this call is on 

a trunk-connected IVR port. 

CallTypeName String Value 16 characters The name of the call type for 

the call. If the call type is 

configured to generate a 

callback on abandon, the 

ANI parameter must be 

passed. 

InitialPriority Integer Value 1 to 100 Specifies the priority to give 

to the call relative to all the 

other calls queued in the 

Routing Server, including 

calls associated with the 

same call type as the current 

call. The default is 1. 

Table 3-5 

Parameters for the Enqueue Function 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 


Enqueue 



Caption (optional) String Value 100 characters A string containing a brief 

description of the call, which 

is displayed in the HiPath 

ProCenter Desktop 



EstimatedWait Integer Reference Greater than or 

equal to 0 

CallsInQueue Integer Reference Greater than or 

equal to 0 



The estimated wait time, in 

seconds, for this call type. 

The number of calls in queue 

for the specified call type. 

ANIDNIS (optional) String Value 161 The ANI and DNIS numbers 

of the call. The Statistics 

Server stores these numbers 

in the Reporting database. If 

the call type in the function is 



ANI must be passed. 

Table 3-5 

Parameters for the Enqueue Function 


The ANI and DNIS must be 

separated by a semi-colon. 












Database. 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 



-905 The function passed an invalid call type. The specified call type did not match the 

name of any call type in the production copy of the Administration Database. 

-907 The T-Server is not available. This error means the Routing Server could not 

enqueue the call because the T-Server was not available. 

-908 The T-Server is not available. The Routing Server attempted to contact the T- 

Server but failed for an unknown reason. 





3.7.4 Example 

The following example asks to enqueue the call with the specified Call ID. 

Enqueue('1341023126268002', 1, 'IVR1', 12, 'HPPC 5.1 IVR', >EstWaitTime, 

>CallInQueue, '9056957900;69030') 

3.8 EnqueueForAgent 

The EnqueueForAgent function asks the Routing Server to enqueue a call for a specified agent 

and time.If the AgentWaitTime expires, the call is no longer reserved for a specified agent, and 

is enqueued to the call type specified by the CallTypeName. This function passes the routing 

information of a call to the Routing Server, including the call type and the call’s initial priority. 

The function also passes to the Routing Server information that appears in the HiPath 

ProCenter Desktop applications, such as the caption. 

Use this function to enqueue calls in either the IVR Hold or the ACD Hold configuration. Once 

a call is enqueued in the IVR Hold configuration, the script must check when the call is 

assigned, and transfer the call to the agent’s extension. Once a call is enqueued in the ACD 

Hold configuration, the call should be immediately transferred to a RésuméRouting ACD Group. 

> 




3.8.1 Syntax 

EnqueueForAgent (CallID, IVRHold, CallTypeName, InitialPriority, Caption, 

AgentID, AgentWaitTime, >EstimatedWait, >CallsinQueue, ANIDNIS) 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 








want to enqueue. 

IVRHold Integer Value 0 or 1 A flag indicating how the call 

will be handled. 

0- Indicates the call will be 

transferred to an ACD Group 

for the ACD Hold 

configuration. 

1- Indicates the call will wait 

at the IVR extension for the 

IVR Hold configuration. 

CallTypeName String Value 16 characters The name of the call type for 

the call. If the call type is 



ANI parameter must be 

passed. 

InitialPriority Integer Value 1 to 100 Specifies the priority to give 

to the call relative to all the 

other calls queued in the 

Routing Server, including 

calls associated with the 

same call type as the current 

call. The default is 1. 

Caption (optional) String Value 100 characters A string containing a brief 

description of the call, which 

is displayed in the HiPath 




AgentID String Value 8 characters The agent for whom you 

want to reserve the call. 

Table 3-6 

Parameters for the EnqueueForAgent Function 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 




AgentWaitTime Integer Value Greater than 0 The maximum time, in 

seconds, the call can wait for 

a reserved agent. If this time 

expires, the call is enqueued 

to the call type specified by 

the CallTypeName. 


equal to 0 


equal to 0 


seconds, for this call type. 




of the call. The Statistics 

Server stores these numbers 

in the Reporting database. If 

the call type in the function is 



ANI must be passed. 

The ANI and DNIS must be 

separated by a semi-colon. 

Table 3-6 

Parameters for the EnqueueForAgent Function 






-305 There was an unknown error. This error code indicates misuse of the function, 

or that the system is unstable. 








A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 


GetCallData 




Database. 

-904 The function passed an invalid agent ID. The specified agent ID did not match 

the ID of any agent in the production copy of the Administration Database. 










3.8.4 Example 

The following example asks to enqueue the call for agent 790006 for 120 seconds, after which 

it will be enqueued to "CT_Pilot1". 

EnqueueForAgent ('7551024348478002', 0, 'CT_Pilot1', 8, 'HPPC 5.1 IVR API', 

'790006', 120, >EstWaitTime, >CallInQueue) 

3.9 GetCallData 

The GetCallData function retrieves the call data for a specified CallID. If you want the call data 

to be available, you must set the call data prior to enqueueing the call or creating the callback. 

> 




3.9.1 Syntax 

GetCallData (CallID, Key, >Value, >IsBinary) 



A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 


GetCallData 



want to set the call data for. 

Key String Value 32 characters The key name for the call 

data value. 

Value String Reference 128 characters The value to be returned for 

the key. 

IsBinary Integer Reference 0 or 1 A flag indicating whether the 

key-value pair contains 

binary data. 

1=Yes, 0=No 

Table 3-7 

Parameters for the GetCallData Function 









-307 The key name for the call data value was not set prior to invoking this function. 








3.9.4 Example 

The following example retrieves the call data for the key "Name", for the specified CallID. 

GetCallData ('8271023217459002', 'Name', >KeyValue, >isBinary) 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 


GetCallTransferable 


3.10 GetCallTransferable 

The GetCallTransferable function returns whether the call can be transferred by HiPath 

ProCenter to an assigned agent. 

> 






3.10.1 Syntax 

GetCallTransferable (CallID, >FlagValue) 





want to transfer. 

FlagValue Integer Reference 0 or 1 A flag indicating whether a 

call can be transferred by 

HiPath ProCenter to an 

assigned agent. If set to false 

(0), HiPath ProCenter 

suspends matching an agent 

to the call until the flag is set 

to true (1). If the call is 

transferred back to the 

queue by the IVR, the flag is 

automatically reset to true 

(1). 

Table 3-8 

Parameters for the GetCallTransferable Function 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 


GetDDE 

















3.10.4 Example 

The following example returns whether the call can be transferred by HiPath ProCenter to an 

assigned agent. 

GetCallTransferable ('0831023896468002', >FlagValue) 

3.11 GetDDE 

The GetDDE function retrieves the DDE value associated with a call. If you want the DDE to be 

available, you must set the DDE prior to enqueueing the call or creating the callback. 

> 




3.11.1 Syntax 

GetDDE (CallID, >DDEValue) 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 


GetDDE 





CallID String Value 18 characters The CallID for the call for 

which you want to get the 

DDE. 

DDEValue String Reference 1000 characters The DDE value associated 

with the call. 

Table 3-9 




Parameters for the GetDDE Function 














The following example retrieves the DDE value associated with a call. 

GetDDE ('2291023900527002', >DDE) 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 


Initialize 

3.12 Initialize 

The Initialize function initializes the connection to the HiPath ProCenter Servers and must be 

called before any of the other HiPath ProCenter IVR API functions are invoked. Therefore, 

invoke this function at the beginning of your script, and ensure that HiPath ProCenter is 

operational before routing calls. 

3.12.1 Syntax 

Initialize (LocalPort, AdminServerName, RpcTimeout) 




LocalPort String Value 1 - 32767 The TCP/IP port number to 

be used by the IVR API 

functions. This must be a 

number that is not already in 

use. 

AdminServerName String Value 128 characters The network name of the 

HiPath ProCenter Admin 

Server at the site on which 

you are working. For 

example, 6000@rrserver. 

RpcTimeout Integer Value Greater than 0 The amount of time, in 

milliseconds, between when 

the API makes a call and 

returns the call. When a user 

calls the API, the system 

expects a result within the 

timeout period, or the call 

fails. Use a value of 10000 

milliseconds or greater. 

Table 3-10 

Parameters for the Initialize Function 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 










-910 Your DLL version is not compatible with the ProCenter Server you are making 

the request against. 





The following example initializes a connection between the HiPath ProCenter Server and the 

Prompt Response unit. The IVR port number is 6060. All the parameters are passed by value. 

Initialize('6060', '6000@deerhurst', 10000) 

3.13 QueryAgentStatus 

The QueryAgentStatus function polls for the telephony status of an agent associated with a 

given device. This function will return the status of the agent as an integer value depending on 

whether the agent is logged on or not. If the agent ID is specified and is logged on, the device 

will be filled in and the status returned. If the device is specified, and there is an agent logged 

on to the specified device, the agent ID will be filled in and the status returned. 

> 

You must call the Initialize function prior to invoking this function. See Section 3.12, 

“Initialize”, on page 3-23 for detailed information. 

3.13.1 Syntax 

QueryAgentStatus (>AgentID, >Device, >AgentStatus) 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 




YYou must enter the parameters in the same order as they appear in the following table: 


AgentID String Reference 8 characters A string identifying the agent, 

or empty if the Device ID is 

provided. 

Device String Reference 16 characters Device ID for the device you 

want to query or empty. 

AgentStatus Integer Reference Greater than or 

equal to 0 

Table 3-11 


Parameters for the QueryAgentStatus Function 


This value indicates the 

status of an agent. For 

example: 

1- currently dialing 

2 - busy 

3 - ringing 

4 - connected 

5 - queued 

6 - on hold 

7 - consulting 

8 - out of service 

9 - available 

10 - unavailable 

11 - working 

12 - logged off 

13 - unknown 


-904 The function passed an invalid agent ID. The specified agent ID did not match 

the ID of any agent in the production copy of the Administration Database. 

-909 The function passed an invalid device. The specified device did not match any 

device in the production copy of the Administration Database. 




A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 


QueryCallInfo 



The following example polls for the telephony status of an agent associated with a given device, 

and returns the agent status associated with the specified device. 

QueryAgentStatus('188001', >Device, >AgentStatus) 

3.14 QueryCallInfo 

The QueryCallInfo function queries the T-Server for the Call ID, the ANI and DNIS numbers 

associated with the current IVR extension, and the call being processed. Both the ANI and 

DNIS numbers are returned as strings. Invoke this function when a call arrives at an IVR 

extension to obtain the ANI and DNIS information for the call. 

> 



7 

Any calls abandoned in an unmonitored E1 IVR before this function is called do not 

generate any statistics for reporting purposes. 

3.14.1 Syntax 

QueryCallInfo (Device, >CallID, >originalANI, >originalDNIS, >UUID, 

>IVRVisits, >Queued, >InternalANI, >InternalDNIS, >TrunkConnectedIVRPort) 




Device String Value 16 characters The device associated with 

the IVR extension on which 

the script is running. 

CallID String Reference 18 characters The CallID for the current 

call. 

originalANI String Reference 80 characters The ANI number associated 

with the call when it first 

enters the system. 

Table 3-12 

Parameters for the QueryCallInfo Function 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 


QueryCallInfo 


originalDNIS String Reference 80 characters The DNIS number 

associated with the call when 

it first enters the system. 

UUID (optional) String Reference 32 characters The UUID associated with 

the current call. 

IVRVisits (optional) Integer Reference Greater than or 

equal to 0 



The number of times that this 

call has visited a HiPath 

ProCenter monitored IVR. 

Queued (optional) Integer Reference 0 or 1 Indicates if this is a FMNQ 

scenario. Yes=1, No=0. 

InternalANI String Reference 80 characters The number from which the 

call placed to the IVR ACD/ 

UCD group originated. 

InternalDNIS String Reference 80 characters The pilot number associated 

with the IVR ACD/UCD 

group. 

TrunkConnectedIV 

RPort (optional) 

Table 3-12 

String Value No limit A semi-colon delimited 

string, beginning with ‘;1’ or 

‘1’, indicates if this is an 

unmonitored E1 IVR call 

scenario. 

Parameters for the QueryCallInfo Function 











A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 





The following example queries for the CallID, and ANI and DNIS numbers of the call currently 

connected to the IVR extension. The IVR extension number is passed by value. The CallID, 

ANI, and DNIS information are passed by reference. 

QueryCallInfo('36200', >CallID, >originalANI, >originalDNIS) 

3.15 QueryCallStatus 

The QueryCallStatus function polls for the status of the call associated with a given device. This 

function returns the call status associated with the specified device. If the call status returned 

is ASSIGNED, then the Extension parameter returns the number to which the IVR should 

transfer. After a call has been enqueued, regularly invoke the QueryCallStatus function to 

determine if the call has been assigned, so that the IVR can transfer the call as soon as an 

agent is assigned by the Routing Server. 

> 

If working with an unmonitored E1 IVR, and the QueryCallStatus function returns a 

code of 2 (Pending) or 3 (Unanswered or Timed Out), the IVR must transfer the call 

to HiPath ProCenter as soon as possible, by first requesting a transit number via the 

GetTransitNumber API. 

If the QueryCallStatus function returns a code of 4 (error), the application may 

transfer the call to a non-HiPath ProCenter extension. In this case, you should call 

the CallerDisconnected API before transferring, so that HiPath ProCenter can 

properly terminate the tracking of the call. 

> 




3.15.1 Syntax 

QueryCallStatus (CallID, Timeout, >Extension, >PositionInQueue) 




CallID String Value 18 characters The CallID returned form 

QueryCallInfo. 

Table 3-13 

Parameters for the QueryCallStatus Function 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 




Timeout Integer Value Greater than or 

equal to 0 

The amount of time (in 

milliseconds) spent waiting 

for a change in call status on 

the given device. Specifying 

zero (0) indicates an 

immediate poll of the current 

status. 

Extension String Reference 32 characters The agent extension to which 

the script should transfer the 

call when it is assigned by 

the Routing Server or times 

out. 

PositionInQueue Integer Reference Greater than 0 The position of the call in the 

queue, as returned by the 

Routing Server. 

Table 3-13 

> 

You can receive the -701 return code while calling the QueryCallStatus function for 

the following two reasons: 

● 

Parameters for the QueryCallStatus Function 

If you specify a non-zero timeout, the QueryCallStatus waits for the events to 

arrive. In this case, the -701 return code only indicates that you have waited the 

specified time without anything happening. 

● 

If you specify a timeout of 0 and the call is in an queued state, then the position 

in queue will be queried from the Routing Server. In this case, the -701 return 

code indicates that there are network problems or a busy server. 



0 The call is idle. 

1 The call is in Queued state. In this case, continue checking call status. 

2 The call is in Pending state. In this case, transfer the call to the returned 

extension. 

3 The call is in Unanswered state. In this case, transfer the call to the returned 

extension, or to another time-out extension. 

4 An error has occurred. In this case, transfer the call to a non-HiPath ProCenter 

extension. 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 










an indication of network problems or a busy server. See note below. 



-902 The call could not be found since it is not being tracked by the Routing Server. 

This occurs if you have not yet enqueued the call or have previously called 

Dequeue. 



Database. 







The following example waits for a maximum of 60,000 milliseconds to monitor a change in the 

status. If the call changes to the assigned state within that time period, the function returns the 

agent extension to which the IVR should transfer the call, using the TRANSFER_EXT variable. 

The CallID and time-out values are passed by value, and the transfer extension is passed by 

reference. 

QueryCallStatus('1341023126268002', 60000, >TRANSFER_EXT) 

3.16 QueryCalltypeStatistics 

The QueryCalltypeStatistics function determines the estimated wait time for a call, the average 

wait time for the call type, the time that the oldest call has been in queue, and the service level 


A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 



7 

The QueryCalltypeStatistics function uses an internal parameter to determine the 

period of time over which the function calculates the estimated wait time. The value 

of the parameter depends on conditions specific to your call center. 

To obtain accurate results from the QueryCalltypeStatistics function, call Siemens 

personnel to custom-configure this parameter for your call center. 

These calculations assume the call will be enqueued to the Routing Server immediately, 

regardless of whether the call has been enqueued. If you use this function, you should invoke 

it immediately before invoking the RequestEnqueue function to ensure an accurate response 

from the Routing Server. 

> 



3.16.1 Syntax 

QueryCalltypeStatistics (CallTypeName, >CallsInQueue, >EstimatedWait, 

>AverageWait, >OldestCallinQueue, >ServiceLevel) 




CallTypeName String Value 16 characters The call type for which the 

query is performed. 


equal to 0 


equal to 0 

AverageWait Integer Reference Greater than or 

equal to 0 

OldestCallInQueue Integer Reference Greater than or 

equal to 0 

Table 3-14 

Parameters for the QueryCalltypeStatistics Function 




seconds, for the specified 

call type. 

The average wait time, in 

seconds, for the specified 

call type. 

The time, in seconds, that 

the oldest call has been in 

the queue. 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 





ServiceLevel Integer Reference 0 - 100 The service level for the 

specified call type. 

Table 3-14 

The estimated wait time is calculated by dividing the number of calls in queue by the departure 

rate, where: 

● 

● 

Parameters for the QueryCalltypeStatistics Function 

The departure rate is the number of calls dequeued from the Routing Server that were 

associated with the specified call type. The departure rate is recalculated each time a call 

is answered, abandoned, or transferred. 

The number of calls in queue equals the number of calls associated with the specified call 

type that are currently queued with the Routing Server. When a call of the same call type 

is enqueued to the Routing Server (regardless of the method used), this number increases 

by one. 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 






















The following example queries for the statistics for the call type "Normal". 

QueryCalltypeStatistics('Normal', >CallsInQueue, >EstimatedWait, 

>AverageWait, >OldestCallinQueue, >ServiceLevel) 

3.17 QueryRoutingInfo 

The QueryRoutingInfo function sends a request to the HiPath ProCenter Routing Server to 

assign a call type and other routing information based on the configured system routing option. 

The query is based on information collected and submitted by the IVR API as part of a HiPath 

ProCenter Routing request. 

> 




It is recommended that you enqueue the call based on the call type information returned from 

the Routing Server. 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 




> 

If you want the call data or DDE values to be considered in the routing decision, you 

must set these values using the SetCallData and SetDDE functions prior to invoking 

this function. To retain the original call data or DDE values, you must copy and reset 

the values prior to invoking the Enqueue or EnqueueForAgent functions. See 

Section 3.19, “SetCallData”, on page 3-39 and Section 3.21, “SetDDE”, on page 

3-42 for detailed information. 

3.17.1 Syntax 

QueryRoutingInfo (CallID, >CallTypeName, >AgentID, >AgentWaitTime, 

>Caption, >InitialPriority, >EstimatedWait, >CallsinQueue, ANIDNIS) 




CallID String Value 18 characters The CallID of the call for 

which you want to obtain the 

appropriate call type. 

CallTypeName String Reference 16 characters Returns the call type that is 

best suited for the call. 

AgentID String Reference 8 characters Returns the ID of the agent 

who should be reserved to 

handle the call. If no AgentID 

is returned, use the Enqueue 

function, otherwise use the 

EnqueueForAgent function. 

AgentWaitTime Integer Reference Greater than 0 Returns the maximum time, 

in seconds, the caller must 

wait for a reserved agent 

before the call is released 

and goes to the specified call 

type. This is only valid if an 

AgentID is returned. 

Table 3-15 

Parameters for the QueryRoutingInfo Function 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 




Caption String Reference 100 characters Provides a description of the 

call, which is displayed in the 




InitialPriority Integer Reference 1 to 100 Returns the priority of the 

call relative to all the other 

calls queued in the Routing 

Server, including calls 

associated with the same 

call type as the current call. 

The default is 1. 


equal to 0 


equal to 0 

Returns the estimated wait 

time, in seconds, for the 

specified call type. 

Returns the number of calls 

in queue for the specified call 

type. 


to be used in the routing 

decision. The ANI and DNIS 

must be separated by a 

semi-colon. 

If the ANI and DNIS are 

specified in the call data, 

they take precedence over 

the values you specify here. 

Table 3-15 

Parameters for the QueryRoutingInfo Function 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 












-400 Low system resources. 



-915 The function was unable to retrieve the call type and other routing information 

based on the configured system routing option. 



The following example queries the Routing Server for the call type and other routing 

information. 

QueryRoutingInfo('1341023126268002', >CallTypeName, >AgentID, 

>AgentWaitTime, >Caption, >InitialPriority, >EstimatedWait, >CallsInQueue, 

'9056957900;69030') 

3.18 QuerySystemStatus 

The QuerySystemStatus function determines the status of the system. This function should be 

called to verify the system status at the beginning of the IVR script, and before enqueuing a call. 

> 

3.18.1 Syntax 






QuerySystemStatus (>OverallStatus, >IndividualServerStates, >Entries) 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 






OverallStatus Integer Reference 0 or 1 Indicates if HiPath 

ProCenter is up and 

running and able to route 

calls. 

0 - Indicates it is not up 

and running 

1 - Indicates it is up and 

running. 

IndividualServerStates String Reference 250 characters A string containing each 

server name and its state. 

For example: 

server-name1=1; 

server-name2=2 

See Information below. 

Entries Integer Reference Greater than or 

equal to 0 

Table 3-16 

Parameters for the QuerySystemStatus Function 

The IVR script should parse the status parameter returned by the Routing Server, to find the 

status of the Routing Server and T-Server. If the Routing Server state is not 1, or the T-Server 

state is not 8, then the call should be transferred to an ACD number that routes calls to a backup 

ACD group. 

The following are the codes that can be returned, indicating the status of the various servers: 

0 The server is not operational. 

1 The server is operational. 

Only the T-Server uses the following error codes: 

The number of servers in 

the above status string. 

2 The server is inactive. This means that the Administration Server is operational, but it 

has not received an indication of the status for the specified server. 

3 The T-Server is not operational. 

4 The T-Server is in the process of shutting down. 

5 The T-Server is out of service, since it cannot connect to the CSTA gateway. 

6 The T-Server is in the process of starting. 

7 The T-Server is in the process of initializing. 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 




8 The T-Server is operational. 

9 The switch is overloaded and is having problems carrying out the T-Server’s requests. 

10 The T-Server is in the process of recovering. 

For detailed information on how to resolve issues with the T-Server or other servers, see the 

troubleshooting information in the HiPath ProCenter Operations Guide. 













-901 There was no status information available. The Administration Server is not 

operational but the Routing Server is still available. In this case, the status of the 

other servers is unknown. This error is returned only by the QuerySystemStatus 

function. 





The following example queries for the status of each of the servers. The function passes the 

S_OVERALLSTATUS and S_SERVER_STATES by reference to return the status of each of the 

servers. Also, I_ENTRIES returns the number of servers in the S_SERVER_STATES string. 

QuerySystemStatus(>S_OVERALLSTATUS, >S_SERVER_STATES, >I_ENTRIES) 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 


SetCallData 

3.19 SetCallData 

The SetCallData function sets the call data for a specified CallID and adds the key-value pair if 

it does not exist. If you want the call data to be available, you must set the call data prior to 

enqueueing the call or creating the callback. 

> 




3.19.1 Syntax 

SetCallData (CallID, Key, Value, IsBinary) 





want to set the call data for. 

Key String Value 32 characters The key name for the call 

data value. 

Value String Value 128 characters The value to be set. 

IsBinary Integer Value 0 or 1 A flag indicating whether the 

value contains binary data. 

1=Yes, 0=No 

Table 3-17 

Parameters for the SetCallData Function 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 












-308 QueryCallInfo was not called prior to invoking this function. You must call 

QueryCallInfo to obtain the Call ID. 










The following example sets the call data for a specified CallID and adds the key-value pair if it 

does not exist. 

SetCallData('8271023217459002', 'Name', 'John Doe', 0) 

3.20 SetCallTransferable 

> 



Before the IVR script disconnects or transfers a FMNQ call, you must issue the 

SetCallTransferable (0) and receive a successful return code. If you not receive a 

successful return code, this indicates that the call is in the process of being 

transferred and you must wait for the process to complete. 

The SetCallTransferable function specifies whether the call can be transferred by HiPath 

ProCenter to an assigned agent. 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 



> 




3.20.1 Syntax 

SetCallTransferable (CallID, FlagValue) 






FlagValue Integer Value 0 or 1 A flag indicating whether a 

call can be transferred by 

HiPath ProCenter to an 

assigned agent. If set to false 

(0), HiPath ProCenter 

suspends matching an agent 

to the call until the flag is set 

to true (1). If the call is 

transferred back to the 

queue by the IVR, the flag is 

automatically reset to true 

(1). 

Table 3-18 


Parameters for the SetCallTransferable Function 








A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 


SetDDE 








The following example specifies that the call may be transferred by HiPath ProCenter to an 

assigned agent. 

SetCallTransferable('0741023896297002', 1) 

3.21 SetDDE 

The SetDDE function sets the DDE value associated with a call. If you want the DDE data to 

be available, you must set the DDE data prior to enqueueing the call or creating the callback. 

> 

3.21.1 Syntax 







SetDDE (CallID, DDEValue) 


YYou must enter the parameters in the same order as they appear in the following table: 



want to set the DDE for. 

DDEValue String Value 1000 characters The DDE value to associate 

with the call. 

Table 3-19 

Parameters for the SetDDE Function 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 


SetDisplay 


















The following example sets the DDE value associated with a call. 

SetDDE ('2291023900527002', '/DDE/SCREENPOP/PIN/12345/') 

3.22 SetDisplay 

> 

This function is only available on the HiPath 4000 switch. 

The SetDisplay function sets the telephone display for the first answering agent of the specified 

call. 

> 




3.22.1 Syntax 

SetDisplay (CallID, DisplayInfo) 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 


SetDisplay 





CallID String Value 18 characters The CallID of the call for 

which you want to set the 

display. 

DisplayInfo String Value 240 characters The string that is displayed 

on the answering agent 

device. 

Table 3-20 




Parameters for the SetDisplay Function 














The following example sets the telephone display for the first answering agent of the specified 

call to "IVR Call". 

SetDisplay('1341023126268002', 'IVR Call') 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 


Transfer 

3.23 Transfer 

The Transfer function performs a transfer and indicates the success or failure of the transfer. 

This API will not wait for the target party to answer. 

> 






3.23.1 Syntax 

Transfer (CallID, ToDevice) 

> 

As a result of the CTI transfer, the call will appear from the perspective of the IVR to 

have been disconnected rather than transferred. 






ToDevice String Value 24 characters A string identifying the 

device to which the call is 

being transferred. 

Table 3-21 


Parameters for the Transfer Function 





A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 


Introduction to IVR APIs for Unmonitored E1 IVR 





-701 The function request timed out before the function could be completed. This will 

normally occur only when querying the status of a call. It may also be an 






Database. 

-909 The function passed an invalid device. The specified device did not match any 

device in the production copy of the Administration Database. 

-913 The function passed a "To Device" that was not valid. 






The following example transfers the call with the specified Call ID to extension 5678. 

Transfer('1341023126268002','5678'); 

3.24 Introduction to IVR APIs for Unmonitored E1 IVR 

HiPath ProCenter now provides support for unmonitored E1 IVR applications. HiPath 

ProCenter does not monitor E1 IVRs, but uses new and existing HiPath ProCenter IVR APIs to 

facilitate integration with an E1 IVR. 

Since this type of IVR is not monitored, the following concepts must be taken into account: 

● 

● 

● 

● 

ANI and DNIS numbers are provided to HiPath ProCenter by the E1 IVR 

HiPath ProCenter is notified when the call arrives at the E1 IVR 

Co-ordination between HiPath ProCenter and the E1 IVR application is necessary, to track 

the call after leaving the IVR, for enqueing by HiPath ProCenter 

Calls leaving the E1 IVR, that are either disconnected or transferred out, use a new API to 

notify HiPath ProCenter 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 


Introduction to IVR APIs for Unmonitored E1 IVR 

The IVR application must provide the ANI and DNIS of the call to HiPath ProCenter. This 

information can be obtained by the E1 IVR through ISDN (Integrated Services Digital Network). 

The new SetCallInfo API sets the ANI and DNIS locally, before this information is sent to HiPath 

ProCenter using the existing QueryCallInfo API. 

In addition to the new IVR APIs, the existing QueryCallInfo API was modified to facilitate 

unmonitored E1 IVR applications. This API is used by the IVR application to notify HiPath 

ProCenter when a call arrives at the IVR. This API should be called as soon as possible after 

the IVR application begins processing the arriving call. The QueryCallInfo API has an optional 

parameter, TrunkConnectedIVRPort, which must be set to "1;" for E1 IVR applications. 

Calls at an E1 IVR that are enqueued to HiPath ProCenter for IVR or ACD hold must be 

transferred to the HiPath ProCenter route control group using a transit number. A transit 

number is a pilot number to the HiPath ProCenter route control group. The transit number is 

necessary for tracking the E1 IVR call after it is transferred to HiPath ProCenter. 

HiPath ProCenter maintains a pool of transit numbers, which are only used for transferring E1 

IVR calls. The IVR queries HiPath ProCenter for a unique transit number, using the new 

GetTransitNumber API. After receiving the transit number, the IVR application must 

immediately transfer the call. When the call reaches the HiPath ProCenter RCG, HiPath 

ProCenter indentifies the call using the transit number, and can then associate the call 

information received from the IVR with the incoming call. The transit number then becomes 

available for use with another E1 IVR call. 

> 

In the event of an error or timeout, the IVR application may choose to transfer the 

call to a non-HiPath ProCenter device (such as Phonemail or XPressions), in which 

case it is not necessary to call GetTransitNumber. 

You can use the GetTransitNumber API differently, depending on if your switch uses ACD hold 

or IVR hold: 

● 

● 

ACD Hold–GetTransitNumber must be called immediately before the call is transferred to 

the HiPath ProCenter RCG, which is typically soon after the call is enqueued. HiPath 

ProCenter will then look for an agent and divert the call to the assigned agent. 

IVR Hold–The call is still transferred to the HiPath ProCenter RCG using a transit number. 

GetTransitNumber must be called immediately before the call is transferred. For IVR Hold 

this is typically soon after the status of the call returned by the QueryCallStatus API is 

Pending" or "Unanswered". After transferring the call to the HiPath ProCenter RCG, HiPath 

ProCenter immediately diverts the call to the assigned agent or designated timeout 

number. 

If a transit number is requested and the IVR application cannot transfer the call immediately, 

then the new ReleaseTransitNumber API must be called. This makes the transit number 

available for another call. Before attempting to transfer the call to HiPath ProCenter again, the 

GetTransitNumber API must be called again, to obtain a new transit number. 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 


SetCallInfo (for unmonitored E1 IVR calls only) 


If a call at an E1 IVR is disconnected (by the IVR or by caller abandon) or transferred out to any 

number which is not a transit number, the new CallerDisconnected API is used to notify HiPath 

ProCenter. 

> 

You should add the CallerDisconnected API to the hang-up branch of the IVR 

application and be integrated into other error handling procedures as necessary. If 

you do not add the API to the hang-up branch, your statistics will not be accurate, 

since HiPath ProCenter will not know when the call ended. 

3.24.1 Example: Unmonitored E1 IVR Application Step Sequence (IVR 

Hold) 

Following is an example of an IVR application step sequence for an unmonitored E1 IVR: 

1. Answer incoming IVR call. 

2. Call Initialize(), followed by SetCallInfo(), followed by QueryCallInfo(). 

3. Play welcome message/main menu and process the call until it is ready to be enqueued to 

HiPath ProCenter. 

4. Call Enqueue(). 

5. Call QueryCallStatus() until call status is ‘Pending’ or ‘Unanswered’. 

6. Call GetTransitNumber(). 

7. Immediately transfer the call using the number returned in GetTransitNumber(). 

8. HiPath ProCenter will route the call to the assigned agent or designated timeout extension. 

The exact steps for any IVR application may differ from the steps above. The important things 

to note from the above example are: 

● 

● 

● 

The order in which Initialize(), SetCallInfo(), and QueryCallInfo() are called. 

QueryCallInfo() is called as soon as possible, so that HiPath ProCenter can start tracking 

the call from the time it arrives at the IVR. 

GetTransitNumber() is called only when the call is about to be transferred out of the IVR to 

a HiPath ProCenter resource (such as an agent, RCG, or timeout extension), and the 

transfer must be done immediately after GetTransitNumber() returns with a transit number. 

3.25 SetCallInfo (for unmonitored E1 IVR calls only) 

The SetCallInfo function stores ANI and DNIS information for unmonitored E1 IVR calls, for 

transferring to HiPath ProCenter. This API can only be called before QueryCallInfo, and after 

Initialize. The function is used by scripts within an unmonitored E1 IVR. 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 


GetTransitNumber (for unmonitored E1 IVR calls only) 

3.25.1 Syntax 

SetCallInfo(ANI, DNIS) 




ANI String Value 80 characters The ANI of the call. 

DNIS String Value 80 characters The DNIS of the call. 

Table 3-22 


Parameters for the SetCallInfo Function 








-312 This function was called after successfully calling QueryCallInfo. 


SetCallInfo('9055551234','12345') 

3.26 GetTransitNumber (for unmonitored E1 IVR calls only) 

The GetTransitNumber function queries HiPath ProCenter for a transit number. The IVR must 

transfer the call to the transit number received in this request. The transit number expires if the 

call is not transferred in 30 seconds. The transit number is then available for use with another 

call. 

> 

This API is used by IVR scripts for unmonitored E1 IVRs (IVRs not monitored by 

HiPath ProCenter). 

For ACD hold, this API is called after calling the Enqueue API. For IVR Hold, it is 

called after receiving Assigned or Time Out status in the QueryCallStatus API. 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 


CallerDisconnected (for unmonitored E1 IVR calls only) 


3.26.1 Syntax 

GetTransitNumber(CallId, >TransitNumber) 



CallID String Value 18 characters The CallID for the current 

call. 

TransitNumber String Reference 80 characters A basic pilot number that 

the IVR will use to transfer 

the call. 

Table 3-23 




Parameters for the GetTransitNumber function 




-310 A non-trunk connected call attempted to use this method. This method can only 

be used for trunk connected calls. 

-902 Call not found in the T-Server. 

-927 All registered transit numbers are busy. 

-929 No transit numbers are configured. 

-931 The call has been already transferred to HiPathProCenter. 

GetTransitNumber (‘1341023126268002’, >TransitNumber) 

3.27 CallerDisconnected (for unmonitored E1 IVR calls only) 

The CallerDisconnected function allows IVR applications to notify HiPath ProCenter about an 

abandoned call. The T-Server then deletes the call, and releases the transit number (if 

applicable) associated with the call. The T-Server then sends a notification to other HiPath 

ProCenter components. 

A31003-S2251-X100-4-7618, August 2004 



mpgivapi.fm 


ReleaseTransitNumber 

> 

This API is used by IVR scripts for unmonitored E1 IVRs (IVRs not being monitored 

by HiPath ProCenter). 

3.27.1 Syntax 

CallerDisconnected (CallId) 




call. 

Table 3-24 


Parameters for the CallerDisconnected function 










CallerDisconnected (‘1341023126268002’) 

3.28 ReleaseTransitNumber 

The ReleaseTransitNumber function allows IVR applications to request that HiPath ProCenter 

release a transit number for use by another call. The API must be called before the transit 

number expires. This way, the transit number remains available for the next HiPath ProCenter 

call. 

A31003-S2251-X100-4-7618, August 2004 


mpgivapi.fm 


ReleaseTransitNumber 


The IVR API may use the ReleaseTransitNumber API to inform the T-Server that the transit 

number is no longer needed. The IVR application must call the GetTransitNumber API again to 

request a new transit number before attempting to transfer the call to HiPath ProCenter. 

3.28.1 Syntax 

ReleaseTransitNumber (CallID) 




call. 

Table 3-25 




Parameters for the ReleaseTransitNumber function 







-928 There is no transit number assigned to the call. 


ReleaseTransitNumber (‘1341023126268002’) 

A31003-S2251-X100-4-7618, August 2004 



MPGcustm.fm 

Writing a Custom Routing Function 

Gathering Call Requirements 

4 Writing a Custom Routing Function 

This chapter provides detailed information on how to write a custom routing function to route 

calls. It includes information on how to gather call requirements with a custom routing function, 

how the Routing Server loads the function and module (DLL file), and the input and output 

specifications for the custom routing function. 

4.1 Gathering Call Requirements 

HiPath ProCenter needs to determine the requirements of a call to route that call effectively. A 

custom routing function enables you to leverage the following information to identify a caller’s 

requirements: 

● 

Network Information 

– ANI number (Caller ID)—information about the calling party 

– DNIS number—information about the called party 

● 

Customer Database Retrieval 

– Customer profile (for example, language, skill level, and location) 

– Customer history (for example, credit record, past purchases, and open problems) 

– Customer preferences (for example, a specific agent) 

The network information is passed to the custom routing function from the Routing Server. The 

custom routing function can then use the ANI and DNIS information to look up information in a 

customer database, as shown in Figure 4-1. 

Query customer data based 

on ANI or account number 

Customer 

Database 

Switch 


Servers 

Reply with the selection of call 

type based on customer data 

Figure 4-1 

Using a Custom Routing Function to retrieve Customer Information 

A31003-S2251-X100-4-7618, August 2004 


MPGcustm.fm 


Process for the Customized Routing Function 


Therefore, a combination of information can be used to determine the routing options for a call. 

Once the database information is retrieved, the function must determine: 

● 

● 

● 

● 

● 

The call type of the call 

Whether to reserve the call for a specific agent, and, if so, how long to wait for the agent to 

become available 

The initial priority of the call 

A caption and call data for the call, both of which are displayed to agents using the HiPath 

ProCenter Desktop applications 

DDE information for the call, if you plan to customize an application that displays DDE 

information on an agent or supervisor’s workstation 

4.2 Process for the Customized Routing Function 

The following process occurs when a new call arrives in the call center, and you have chosen 

to use a custom routing function to route calls. 

1. The call arrives in a RésuméRouting ACD group (RésuméRouting Queue). 

2. The T-Server notifies the Routing Server that a call has arrived, and it passes the ANI, 

DNIS, and ACD group information to the Routing Server. 

3. The Routing Server passes the information to the custom routing function. 

4. The custom routing function uses the information to identify the routing options for the call 

(including the call type, whether to reserve the call for an agent, and the initial priority). 

5. The custom routing function returns the routing options to the Routing Server. 

6. The Routing Server uses this information to match the call. The call is assigned to an agent 

using the normal process of HiPath ProCenter. 

> 

The custom routing function can also be invoked from an IVR using the 

QueryRoutingInfo function, or from Call Director using the HiPath ProCenter Routing 

option. For detailed information on the QueryRoutingInfo function, see Section 3.17 

on page 3-33. 

A31003-S2251-X100-4-7618, August 2004 



MPGcustm.fm 


Loading the Function 

4.3 Loading the Function 

The following information is required for the Routing Server to call the routing function: 

● 

● 

Module name - The name of the dynamic link library (DLL) file where the function resides 

Function name - The name of the function in the DLL file 

You use the HiPath ProCenter Administrator application to set the module name and the 

function name. The Routing Server loads the library at one of the following times: 

● 

● 

When the Routing Server starts 

When the user changes the setting in the production copy of the Administration Database, 

enabling the custom routing function 

The Routing Server unloads the DLL file only when the function is no longer required (for 

example, when the setting is changed so that the Routing table is used instead). You can use 

the HiPath ProCenter Administrator application to dynamically change whether to use the 

routing function or Routing table. 

If the Routing Server encounters any errors in attempting to access the function (such as being 

unable to load the DLL file), the Routing Server uses the Routing table to identify calls. 

Therefore, it is extremely important that your Routing table is as accurate as possible, since it 

is the first means of backup if there is a problem accessing the custom routing function. 

A31003-S2251-X100-4-7618, August 2004 


MPGcustm.fm 


Function Input and Output 


4.4 Function Input and Output 

This section describes the input parameters provided to the custom routing function, and the 

output parameters that the function should return to the Routing Server. For the Routing Server 

to pass the parameters to and from the function, the function must be declared for export. 

4.4.1 Input Parameters 

You define the input parameters in a structure called RoutingTableInput. The following table 

provides detailed information about the input parameters. 

Parameter Data Type Range Description 

pszSiteName String 16 characters A string identifying the name of the site. In the 

Administration Database, the site name is 

“SITE INFO” by default. If you specified a 

different site name in either a single site or a 

networked call center, the site name must 

match the name of the site configured in the 

production copy of the Administration 

Database. 

pszQueue String 80 characters A string that identifies: 

● 

● 

The RésuméRouting ACD group where 

the call is enqueued in the switch. 

The message pool where the email 

message is enqueued. 

● This information is unavailable if the 

custom routing function is invoked from 

Call Director using the HiPath ProCenter 

Routing option or from the IVR using the 

QueryRoutingInfo function. 

pszDestination String 80 characters A string that identifies: 

Table 4-1 

Input Parameters 

● 

● 

● 

The destination of the call. The DNIS 

number is identical to the destination ACD 

number that routed the call. Only the first 

32 characters of the DNIS are passed. 

The To address of the email message. 

The initial URL of the chat session. 

A31003-S2251-X100-4-7618, August 2004 



MPGcustm.fm 




pszOrigin String 80 characters A string that identifies: 

● 

● 

The ANI number (Caller ID) of the call, 

obtained by the T-Server. Only the first 32 

characters of the ANI are passed. 

The From address of the email message. 

● The customer IP address of the chat 

session. 

MediaType integer 1, 3, or 4 The method of communication between a 

customer and a call center. The can include 

telephony calls, email messages, and chat 

sessions. 

1 – Voice 

3 – Email 

4 – Chat 

Table 4-1 

Input Parameters 

4.4.2 Output Parameters 

Define the output parameters in a structure called RoutingTableOutput. The following table 

provides detailed information about the output parameters. 


usReturnCode 

Unsigned 

Short 

Any 

A value indicating whether 

the function succeeded or 

failed. 

0 – The function succeeded. 

Other – The function failed. 

Table 4-2 

Output Parameters 

A31003-S2251-X100-4-7618, August 2004 


MPGcustm.fm 





usReserveAgentMaximumTime 

usInitialPriority 

Unsigned 

Short 

Unsigned 

Short 

0 - 28,800 A value indicating the 

maximum number of seconds 

that the call should be 

reserved for the specified 

agent. If the call is not 

assigned to the agent by the 

end of this time, the call is 

enqueued with the specified 

call type. 

0 - 100 A value indicating the initial 

priority of the call. 

pszCallTypeName String 16 characters A string corresponding to the 

name of a call type defined in 

the Administration Database. 

pszReserveAgentID String 8 characters A value representing the ID of 

the agent for whom to reserve 

the call. The value must 

correspond to an agent listed 

in the Administration 

Database. If you do not want 

to reserve the call for an 

agent, the string should be 

null. 

pszReserveAgentSiteName String 16 characters A string identifying the name 

of the site. In the 

Administration Database, the 

site name is “SITE INFO” by 

default. If you specified a 

different site name in either a 

single site or a networked call 

center, the site name must 

match the name of the site 

configured in the production 

copy of the Administration 

Database. 

Table 4-2 


A31003-S2251-X100-4-7618, August 2004 



MPGcustm.fm 




pszCaption String 100 characters A string that appears in the 


applications, describing the 

call to agents and 

supervisors. 

pszCallData String 1000 

characters 

A string containing a detailed 

comment about the call that 

appears in the HiPath 


applications. The string is 

formatted into key-value pairs 

of call data: 32 characters for 

the key and 128 characters 

for the value. The key-value 

pairs are delimited by the 

following bytes: 

● 

● 

Use to 

separate one key-value 

pair from another, and at 

the end of the list of keyvalue 

pairs. 

Use to 

separate the key from the 

value when a value 

contains a string value. 

pszDDE String 1000 

characters 

Table 4-2 


● Use to 

separate the key from the 

value when a value is 

binary. 

A string containing 

information that can be easily 

passed to an external 

application on an agent’s 

workstation. For more 

information, see Chapter 5, 

“Using DDE to Communicate 

with HiPath ProCenter”. 

A31003-S2251-X100-4-7618, August 2004 


MPGcustm.fm 


Sample Custom Routing Function 



The custom routing function should return the following values: 

0 This value indicates it is successful 

Any non-zero value 

This value indicates it is not successful. The Routing Server is unable to route the call, if the 

function returns an error. The Routing Server sends the error data to the Reporting Database 

and the IT Monitor application. You should document the error codes returned by the custom 

routing function so that you can troubleshoot the function when errors occur. The error code 

returned by the function appears in the Error report, as a secondary error code. The primary 

error code for these errors is 4029. 

4.5 Sample Custom Routing Function 

The following sample shows how the input and output structures are defined, in C or C++, and 

how values can be assigned to the output parameters and returned to the Routing Server. 

/* ============================================================== *\ 

| The following line is required in the header file for the function. 

/* ============================================================== */ 

#include 

/* ============================================================== *\ 

| The following line is required for the structure definitions. 

/* ============================================================== */ 

#pragma pack(4) 

/* ============================================================== *\ 

| Structure definitions 

/* ============================================================== */ 

typedef struct RoutingTableInput 

{ 

char pszSiteName[17]; 

char pszQueue[33]; 

char pszDestination[81]; 

char pszOrigin[81]; 

A31003-S2251-X100-4-7618, August 2004 



MPGcustm.fm 


Sample Custom Routing Function 

int iMediaType; 

} RoutingTableInput; 

typedef struct RoutingTableOutput 

{ 

unsigned short usReturnCode; 

unsigned short usReserveAgentMaximumTime; 

unsigned short usInitialPriority; 

char pszCallTypeName[17]; 

char pszReserveAgentID[9]; 

char pszReserveAgentSiteName[17]; 

char pszCaption[101]; 

char pszCallData[1001]; 

char pszDDE[1001]; 

} RoutingTableOutput; 

/* ============================================================== *\ 

| The following line is required for the structure definitions. 

/* ============================================================== */ 

#pragma pack() 

/* ============================================================== *\ 

| Sample Custom Routing Function -- The required data is added to 

| the output parameters, so that the routing information can be 

| returned to the Routing Server. The function is declared for export, 

| so that it can be called from an external application (the 

| Routing Server). 

/* ============================================================== */ 

RoutingTableOutput __declspec(.DLLexport) RoutingFunction(RoutingTableInput 

in) 

{ 

RoutingTableOutput out; 

A31003-S2251-X100-4-7618, August 2004 


MPGcustm.fm 


Planning Ahead 


out.usReturnCode = 0; 

out.usReserveAgentMaximumTime = 60; 

out.usInitialPriority = 10; 

strcpy(out.pszCallTypeName, "Domestic Stocks"); 

strcpy(out.pszReserveAgentID, "12345"); 

strcpy(out.pszReserveAgentSiteName, "SITE INFO"); 

strcpy(out.pszCaption, "CAPTION"); 

strcpy(out.pszCallData, "CALL DATA KEYCALL DATA 

VALUE"); 

strcpy(out.pszDDE, "DDE information"); 

return out; 

} 

4.6 Planning Ahead 

Design your custom routing function with future expansion in mind. Do not hard code the data 

used by the function, since this data may have to be updated on a regular basis. 

If you use the origin and destination information to determine the routing options for a call or 

email message, ensure that this information is stored such that it can be easily updated. As you 

compile information about your regular callers, your database of origin information grows. You 

need to ensure that you can continually add new origin information to your database without 

having to take the system offline for updates. 

As you design the custom routing function, you should make a plan for continual upgrades or 

updates to both the code and to the data used by the function. Design the code to minimize the 

impact of future updates or upgrades. 

You must ensure that the data in the custom routing function matches the data in the 

Administration Database. Any call type or agent changes in the Administration Database must 

also be made in the custom routing function. For example: 

● 

● 

If you plan to add call types or agents, add the information first to the Administration 

Database, then to the custom routing function 

If you plan to delete call types or agents, delete the information in the custom routing 

function before deleting it in the Administration Database 

This ensures that the custom routing function does not send information to the Routing Server 

that it cannot recognize or understand. 

A31003-S2251-X100-4-7618, August 2004 



mpgexdde.fm 

Using DDE to Communicate with HiPath ProCenter 

Source of the DDE Information 

5 Using DDE to Communicate with HiPath ProCenter 

This chapter describes how to use the Dynamic Data Exchange (DDE) information provided by 

HiPath ProCenter to gather data about calls, email messages, and chat requests that have 

been assigned to an agent’s workstation. 

It describes how DDE information is collected, and explains the variables used to exchange the 

information. It also includes sample Visual Basic code that is used to collect DDE information. 

The following information can be passed from the HiPath ProCenter Desktop applications to a 

customized application, when a new contact arrives at an agent’s workstation. 

● 

● 

● 

● 

● 

● 

● 

● 

● 

● 

The source of the contact (ANI number, From Address, IP Address) 

The destination of the contact (DNIS number, To Address, Initial URL) 

The unique ID number associated with the contact 

The name of the call type for the contact 

The caption describing the contact 

A detailed comment associated with the contact 

The unique ID number associated with an agent 

The unique extension number associated with an agent 

A specific line event value 

A specific field for DDE information 

5.1 Source of the DDE Information 

The DDE information is provided on a contact-by-contact basis. HiPath ProCenter assigns a 

unique ID number to a contact when it arrives in the call center. HiPath ProCenter then obtains 

the contact’s source and destination information, and uses this information to identify routing 

options for the contact. Then, either an IVR script, custom routing function, or the Routing table 

determines the routing options for the contact. 

The routing options include the following, each of which is part of the DDE information: 

● 

● 

● 

● 

The name of the call type for the contact 

The caption describing the contact 

A detailed comment associated with the contact 

A specific field for DDE information 

A31003-S2251-X100-4-7618, August 2004 


mpgexdde.fm 


DDE Parameters 


The Routing Server uses the call type to find the best available agent to handle the contact. 

When the contact is assigned to an agent, the agent’s Desktop application collects the current 

information associated with the contact. The contact information is also packaged into 

parameters that can be transferred to an external application through Dynamic Data Exchange. 

However, if the agent has permission, the agent can change the call type, caption, or comment 

information associated with the contact while handling the contact. Therefore, the values in the 

DDE parameters might change during the life of a contact. 

5.2 DDE Parameters 

There are seven source items available, each of which must be defined in your customized 

application. The following table explains the contents of each parameter. 


txtCallID String 18 characters The unique call ID associated with the 

contact. When a change on this source item 

occurs, a new contact has arrived at the 

agent’s workstation. 

txtANI String 32 characters The source of the contact. 

txtDNIS String 32 characters The destination of the contact. 

txtCallTypeName String 16 characters The name of the call type used to route the 

contact. The call type can be changed by an 

agent who has the proper permission. 

txtCaption String 100 characters A brief description of the contact, used to 

identify the contact for agents using the 

HiPath ProCenter Desktop applications. 

The caption can be changed by an agent 

who has the proper permission. 

txtComment String 250 characters A detailed description for the contact, used 

to store detailed information about the 

contact for agents using the HiPath 

ProCenter Desktop applications. The 

comment can be changed by an agent who 

has the proper permission. 

txtDDE String 1000 

characters 

Table 5-1 


A parameter used specifically to relay 

information about a contact to an external 

application. No component of HiPath 

ProCenter uses this information; it is merely 

passed to external applications. 

A31003-S2251-X100-4-7618, August 2004 



mpgexdde.fm 




txtLineEventType String Greater than 0 A value entered for the various line event 

types. Line event values include: 

- “Conferenced” 

- “Delivered” 

- “Disconnected” 

- “Diverted” 

- “Established” 

- “Failed” 

- “Held” 

- “Network Reached” 

- “Originated” 

- “Queued” 

- “Retrieved” 

- “Service Initiated” 

- “Transferred” 

- “Unknown” 

txtAgentID String 8 characters The unique ID number of a logged on 

agent. 

txtAgentExtension String 8 characters The extension that the agent is connected 

to. 

Table 5-1 


A31003-S2251-X100-4-7618, August 2004 


mpgexdde.fm 


Visual Basic Sample 


5.3 Visual Basic Sample 

The following sample from a Visual Basic application demonstrates how to communicate with 

the HiPath ProCenter Desktop applications using DDE. You can use this sample at the 

beginning of your Visual Basic code to define the parameters for the DDE information. Using 

this sample program, you can link to the source item txtCallID and create code to detect 

changes on the source item. When the source item changes, it means that a new call has 

arrived at the agent’s workstation. 

Private Sub Form_Load() 

Dim strLinkTopic As String 

strLinkTopic = "TCGMAIN|frmDDE" 

' ----------------------------------------------------------------- 

' Here we initiate a DDE conversion with the Visual Basic source form 

' "frmDDE" belonging to the application TCGMAIN. 

' ----------------------------------------------------------------- 

' ----------------------------------------------------------------- 

' Link the destination controls to the source application. 

' ----------------------------------------------------------------- 

' ----------------------------------------------------------------- 

' CallTypeName - This field corresponds to the name of the call type that 

' the call was enqueued with. If someone uses the Administration Explorer 

to 

' delete the call type, the field is set to an empty string. 

' ----------------------------------------------------------------- 

With txtCallTypeName 

.LinkTopic = strLinkTopic 

.LinkItem = "txtCallTypeName" 

.LinkMode = vbLinkAutomatic 

End With 

' ----------------------------------------------------------------- 

' ANI - the device ID of the original calling party. 

A31003-S2251-X100-4-7618, August 2004 



mpgexdde.fm 



' ----------------------------------------------------------------- 

With txtANI 


.LinkItem = "txtANI" 


End With 

' ----------------------------------------------------------------- 

' DNIS - the translated internal destination ACD number for the call. 

' ----------------------------------------------------------------- 

With txtDNIS 


.LinkItem = "txtDNIS" 


End With 

' ----------------------------------------------------------------- 

' DDE - data defined specifically for Dynamic Data Exchange. 

' ----------------------------------------------------------------- 

With txtDDE 


.LinkItem = "txtDDE" 


End With 

' ----------------------------------------------------------------- 

' Caption - a brief description about the call. 

' ----------------------------------------------------------------- 

With txtCaption 


.LinkItem = "txtCaption" 

A31003-S2251-X100-4-7618, August 2004 


mpgexdde.fm 





End With 

' ----------------------------------------------------------------- 

' Comment - a more detailed description about the call. 

' ----------------------------------------------------------------- 

With txtComment 


.LinkItem = "txtComment" 


End With 

' ----------------------------------------------------------------- 

' CallID - Each of the fields to which you link in the source application 

' sends you a Notify or Change event only when the actual 

' data for that field changes. Between calls, the data for a 

' field may not change. To determine when a call has arrived, 

' link to the source item, "txtCallID". Whenever a call arrives, 

' this field is first made empty and then set to the current 

' call's unique ID number. 

' ----------------------------------------------------------------- 

With txtCallID 


.LinkItem = "txtCallID" 


End With 

End Sub 

' ----------------------------------------------------------------- 

' Here we check if a new call has arrived, and display a message 

' box when a call does arrive (when txtCallID changes). 

A31003-S2251-X100-4-7618, August 2004 



mpgexdde.fm 



' ----------------------------------------------------------------- 

Private Sub txtCallID_Change() 

If txtCallID "" Then 

MsgBox "A call has arrived. " 

End If 

End Sub 

A31003-S2251-X100-4-7618, August 2004 


mpgexdde.fm 




A31003-S2251-X100-4-7618, August 2004 



MPGrpttb.fm 

Configuring Database Parameters with SQL 

6 Configuring Database Parameters with SQL 

There are certain database parameters that cannot be configured in the Administrator 

application. These parameters can only be configured using SQL. You can use SQL to 

configure the following parameters: 

● 

CallbackMaxScheduleDaysAhead 

The CallbackMaxScheduleDaysAhead parameter indicates the number of days from the 

current date that a callback is scheduled to be made. The valid range of values is one to 

365 days. The default is 180 days. 

● 

Add MaxBounceNumberTime 

The MaxBounceNumberTime parameter indicates the maximum number of seconds that 

a networked ACD number will be reserved before being released and placed back into the 

available set of networked ACD numbers for network routing calls. The valid range of 

values is zero to 3600 seconds. The default is 60 seconds. 

● 

ReportingTraceRetention 

The ReportingTraceRetention parameter indicates the number of days that trace 

information is stored in the Reporting Database. The valid range of values is zero to 30 

days. The default is three days. 

7 

Changing database parameters can seriously impact the operation of your servers. 

If you wish to modify these parameters, or any other parameters that can be 

configured using SQL, contact your Siemens support personnel. If you are unfamiliar 

with these settings, contact your Siemens support personnel. 

A31003-S2251-X100-4-7618, August 2004 


MPGrpttb.fm 

Configuring Database Parameters with SQL 


A31003-S2251-X100-4-7618, August 2004 



MPGerrap.fm 

IVR API Function Return Codes 

A 


This appendix lists and describes all of the codes returned by the IVR API functions. For more 

information on how these return codes relate to the specific function that returned the code, see 

the Chapter 3, “Programming Reference for IVR Scripts”. 

0 The function was successful. If the code is returned by the QueryCallStatus function, 

it indicates that the call is in idle state. 

1 The call is in Queued state. This code is returned only by the QueryCallStatus 

function. 

2 The call is in Pending state. This code is returned only by the QueryCallStatus 

function. 

3 The call is in Unanswered state. This code is returned only by the QueryCallStatus 

function. 

4 The call is in error state. This code is returned only by the QueryCallStatus function. 

-304 Initialize was not called prior to invoking this function. You should call Initialize at the 

start of your script. 

-305 There was an unknown error. This error code indicates misuse of the function, or that 

the system is unstable. 


passed by value were of the wrong type. For example, a string was passed instead 

of an integer. 

-307 The key name for the call data value was not set prior to invoking this function. 



-310 A non-trunk connected call attempted to use this method. This method can only be 

used for trunk connected calls. 

-311 The API does not support trunk connected calls. 

-400 Low system resources. 

-701 The function request timed out before the function could be completed. It may be an 




-901 There was no status information available. The Administration Server is not 

operational but the Routing Server is still available. In this case, the status of the 

other servers is unknown. This error is returned only by the QuerySystemStatus 

function. 

A31003-S2251-X100-4-7618, August 2004 

HiPath ProCenter Programming Guide A-1

MPGerrap.fm 



-902 The call could not be found since it is not being tracked by the Routing Server. This 

occurs if you have not yet enqueued the call or have previously called Dequeue. 


extensions are represented in the production copy of the Administration Database. 

-904 The function passed an invalid agent ID. The specified agent ID did not match the ID 

of any agent in the production copy of the Administration Database. 





-908 The T-Server is not available. The Routing Server attempted to contact the T-Server 

but failed for an unknown reason. 

-909 The function passed an invalid device. The specified device did not match any device 

in the production copy of the Administration Database. 

-910 Your DLL version is not compatible with the ProCenter Server you are making the 

request against. 

-911 The function contained data that became corrupted for an unknown reason. The 

function was therefore unable to connect with the Routing Server. The function was 

unsuccessful. 

-913 The function passed a "To Device" that was not valid. 


-915 The function was unable to retrieve the call type and other routing information based 

on the configured system routing option. 

-927 All registered transit numbers are busy. 

-931 This call cannot be monitored, because the call could already be transferred to 

HiPath ProCenter. 


-1010 The function submitted an invalid site name. 


-1012 The function submitted an invalid schedule time format. 

-1013 The end time submitted for a schedule is earlier than the start time for the same 

schedule. 

-1014 The callback is not scheduled to be completed during valid call center business 

hours. 

-1015 The name of the contact person exceeds the maximum number of characters. 

A31003-S2251-X100-4-7618, August 2004 

A-2 HiPath ProCenter Programming Guide


MPGerrap.fm 


-1016 The country code of the telephone number exceeds the maximum number of 

characters. 

-1017 The function included an excluded number. Excluded numbers cannot be included in 

callback requests. For more information on configuring excluded numbers, see the 

HiPath ProCenter Administrator Guide. 

-1018 The callback caption exceeds the maximum number of characters. 

-1020 The DDE data exceeds the maximum number of characters. 

-1029 The callback schedules have expired. 

-1030 Two or more schedules have overlapping times. 

-1031 A phone number in the request is invalid. 

-1033 The wrong version of the ProCenter servers or desktop applications is being used. 



-1037 The specified callback cannot be deleted because the callback is currently in 

progress. 

-1040 A Callback with this call type and phone number already exists in the system. This 

error is only returned if the Prevent Duplicate Callback Entries check box has been 

selected on the General tab of the Callback Settings dialog box. 


Any other number indicates that the function was not successful. If another error 

code is returned: 

1. Ensure that all switch resources are properly entered into the production copy of 

the Administration Database. 

2. Ensure that all site, call type, and agent names (or ID numbers) in the IVR script 

match the names (or ID numbers) in the production copy of the Administration 

Database. 

3. Contact your next level of support. 

A31003-S2251-X100-4-7618, August 2004 

HiPath ProCenter Programming Guide A-3

MPGerrap.fm 



A31003-S2251-X100-4-7618, August 2004 

A-4 HiPath ProCenter Programming Guide


MPGbookIX.fm 

Index 

Index 

Z 

A 

ACD Hold 

configuration 2-4 

writing scripts 2-10 

C 

CallerDisconnected function 3-50 

CreateCallback function 3-4 

custom routing function 

designing 4-10 

function name 4-3 

gathering call requirements 4-1 

input and output 4-4 

loading 4-3 

module name 4-3 

process 4-2 

return codes 4-8 

sample 4-8 

writing 4-1 

D 

database parameters, configuring SQL 6-1 

DeleteCallback function 3-8 

Dequeue function 3-9 

Disconnect function 3-11 

documentation 

feedback 1-5 

formatting conventions 1-5 

Dynamic Data Exchange 

overview 5-1 

sample 5-4 

source 5-1 

E 

E1 IVR introduction 3-46 

Enqueue function 3-12 

EnqueueForAgent function 3-15 

F 

FMNQ 



G 

GetCallData function 3-18 

GetCallTransferable function 3-20 

GetDDE function 3-21 

GetTransitNumber function 3-49 

I 

Initialize function 3-23 

InVision software 3-2 

IVR API functions 

CallerDisconnected 3-50 

CreateCallback 3-4 

DeleteCallback 3-8 

Dequeue 3-9 

Disconnect 3-11 

Enqueue 3-12 

EnqueueForAgent 3-15 

GetCallData 3-18 

GetCallTransferable 3-20 

GetDDE 3-21 

GetTransitNumber 3-49 

Initialize 3-23 

introduction for unmonitored E1 iVR 3-46 

QueryAgentStatus 3-24 

QueryCallInfo 3-26 

QueryCallStatus 3-28 

QueryCalltypeStatistics 3-30 

QueryRoutingInfo 3-33 

QuerySystemStatus 3-36 

ReleaseTransitNumber 3-51 

SetCallData 3-39 

SetCallInfo 3-48 

SetCallTransferable 3-40 

SetDDE 3-42 

SetDisplay 3-43 

Transfer 3-45 

IVR API return codes A-1 

A31003-S2251-X100-4-7618, August 2004 

HiPath ProCenter Programming Guide Z-1

MPGbookIX.fm 

Index 


IVR Hold 



IVR scripts 

overview 2-7, 3-1 

passing parameters 3-3 

using the InVision software 3-2 

U 

unmonitored E1 IVR introduction 3-46 

L 

loading a custom routing function 4-3 

P 

Prompt Response System 

HiPath ProCenter interaction 2-2 

mapping transactions 2-1 

writing IVR scripts 2-7 

Q 

QueryAgentStatus function 3-24 

QueryCallInfo function 3-26 

QueryCallStatus function 3-28 

QueryCalltypeStatistics function 3-30 

QueryRoutingInfo function 3-33 

QuerySystemStatus function 3-36 

R 

ReleaseTransitNumber function 3-51 

return codes 

for custom routing function 4-8 

for IVR API functions A-1 

S 

scripts 

ACD Hold 2-10 

FMNQ 2-13 

IVR Hold 2-10 

SetCallData function 3-39 

SetCallInfo function 3-48 

SetCallTransferable function 3-40 

SetDDE function 3-42 

SetDisplay function 3-43 

T 

Transfer function 3-45 

A31003-S2251-X100-4-7618, August 2004 

Z-2 HiPath ProCenter Programming Guide

www.hipath.de 

© Siemens AG 2004 • Information and Communication 

Networks • Hofmannstraße 51 • D-81359 München 

Bestell-Nr.: A31003-S2251-X100-4-7618 

Gedruckt in der Bundesrepublik Deutschland. 

Liefermöglichkeiten und technische Änderungen vorbehalten.

HiPath ProCenter Programming Guide - the HiPath Knowledge Base

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?