Lucent CentreVu Agent SUPER GUIDE
A Resource Book for Lucent CentreVu Agent Support Professionals Issue 1.1 COMPAS ID: 61876 March 11, 1998 Lucent CentreVu Agent SUPERGUIDE Issue 1.1 Page 2
TABLE OF CONTENTS
1. INTRODUCTION ...... 7
1.1 DOCUMENT HISTORY ...... 7 1.2 DOCUMENT CHANGE CONTROL ...... 7 1.3 WHAT IS THE SUPERGUIDE FOR? ...... 7 1.4 WHAT’S IN THE SUPERGUIDE? ...... 7 1.5 WHO SHOULD USE THE SUPERGUIDE?...... 7 2. SYSTEM OVERVIEW ...... 8
2.1 CENTREVU AGENT MODULES/DATA TABLE...... 9 3. CENTREVU AGENT DATA AND CONFIGURATION INFORMATION ...... 11
3.1 CENTREVU AGENT LANGUAGE CODES ...... 11 3.2 CENTREVU AGENT COMMAND LINE PARAMETERS ...... 11 3.3 CVALOCAL.INI...... 12 3.4 DEFINITY REGISTRY ENTRIES (WINDOWS NT) ...... 17 3.5 DEFINITY.INI (WINDOWS 95 ONLY)...... 20 3.6 PSGWAY.INI (WINDOWS 95)...... 23 3.7 PSGWAY REGISTRY ENTRIES (WINDOWS NT) ...... 25 3.8 TELEPHON.INI (WINDOWS 95)...... 27 3.9 PASTER.DAT ...... 28 3.9.1 Feature Access Codes ...... 28 3.9.2 Terminal Button Assignments...... 28 3.10 PASTER.TMP ...... 28 3.11 PASTRACE.TXT ...... 28 3.12 GREETING.TBL...... 29 3.12.1.1 Description of File Contents ...... 29 4. FOLDER STRUCTURES AND FILE CONTENT AND DISTRIBUTION ...... 30
4.1 FOLDER STRUCTURE ...... 30 4.2 FILE DISTRIBUTION...... 31 4.2.1 List of Installed Files ...... 31 4.2.2 Executable, DLLs, and OCX files (Non-Service Provider)...... 32 4.2.3 Data, Log, Font, Initialization, and Temp Files...... 33 4.2.4 Service Provider Specific Files ...... 34 4.3 HOW TO MANUALLY UNINSTALL THE SOFTWARE ...... 35 5. CENTREVU AGENT LOG FILE INFORMATION...... 36
5.1 EVENT LOG OVERVIEW ...... 36 5.2 EVENT LOG DELIMITED CONTENTS ORGANIZATION ...... 36 5.3 EVENT ERROR SEVERITY...... 37 5.4 EVENT LOG FILE EXTENSIONS...... 37 5.5 EVENT ID COMPONENT ASSIGNED RANGE VALUES ...... 37 5.5.1 Event Log Event IDs (3800 thru 3999) ...... 38 5.5.2 Callbar, Announcements, Download Phone Data Event IDs and Descriptions (8200 thru 8599) ...... 53 6. SYSTEM REQUIREMENTS AND PERFORMANCE ...... 61
6.1 MINIMUM PC HARDWARE REQUIREMENTS...... 61 6.2 SOFTWARE REQUIREMENTS ...... 61 6.2.1 Minimum Operating System Requirements...... 61 7. WIRING AND CABLING ...... 62
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7.1 SERIAL CONNECTION...... 62 7.1.1 Callmaster VI 9-pin connector pinout ...... 62 7.1.2 Cabling for 25-pin to 9-pin conversion ...... 62 7.2 DCP CONNECTION (2-WIRE VS. 4-WIRE)...... 62 8. PC TROUBLESHOOTING...... 63
8.1 INTERRUPT REQUEST AND COMMUNICATION PORT CONFLICTS ...... 63 8.1.1 COM Port Conflict Overview...... 63 8.1.2 Common Sources of COM Port and IRQ Conflicts ...... 63 8.1.3 External COM Ports ...... 63 8.1.4 Microsoft Diagnostics...... 63 8.1.5 IRQ Shuffling...... 63 8.1.6 Possible Solutions to IRQ Conflicts...... 64 8.1.7 What User Might See If OCX/DLL Conflicts Exist...... 64 8.2 PC PERFORMANCE PROBLEMS...... 65 8.2.1 Lack of DOS Conventional Memory...... 65 8.2.1.1 Determining Amount of Available DOS Conventional Memory...... 65 8.2.2 DOS Memory After Windows is started...... 65 8.2.3 Lack of Free Hard Disk Space ...... 65 8.2.4 Check Swap File Configuration...... 66 8.2.5 Problems Due To Viruses...... 66 8.3 OTHER TROUBLESHOOTING TOOLS...... 66 8.3.1 For determining PC hardware configurations ...... 66 8.3.2 For measuring memory usage ...... 66 8.3.3 For Measuring Windows Performance ...... 66 8.3.4 Virus Scanning And Removal ...... 66 8.3.5 For Determining File Version Information...... 66 8.3.6 Using MSD.EXE ...... 66 8.3.6.1 Using MSD to Check Memory Configurations ...... 67 8.3.6.2 Using MSD to Check Serial Communications Ports ...... 68 8.4 PC HARDWARE/MEMORY CONFLICTS...... 69 8.4.1 IRQ’s...... 69 8.4.2 Port I/O Address Overlap...... 69 8.4.3 DMA (Direct Memory Access)...... 69 8.4.4 Shared Memory...... 69 8.5 DIAGNOSING GENERAL PROTECTION FAULTS (GPFS) ...... 70 8.5.1 What causes GPF’s...... 70 8.5.2 Tracking Down GPFs...... 70 8.6 PAGE FAULTS ...... 70 9. CENTREVU AGENT TROUBLESHOOTING ...... 71
9.1 LIST OF KNOWN PROBLEMS...... 71 9.1.1 DEFINITY Problems...... 71 9.1.1.1 Security Violation Notification ...... 71 9.2 ADDITIONAL TROUBLESHOOTING INFORMATION ...... 71 10. APPENDIX A - GLOSSARY OF TERMS ...... 72
11. APPENDIX B - RECOMMENDED REFERENCE MATERIALS ...... 80
12.APPENDIX C - CENTREVU AGENT REFERENCE MATERIALS...... 81
13.APPENDIX D - EXAMPLE CENTREVU AGENT
13.1 TYPICAL CVA SCENARIOS ...... 82 Lucent Technologies - Proprietary Use Pursuant to Company Instructions Lucent CentreVu Agent SUPERGUIDE Issue 1.1 Page 4
13.1.1 Normal CVA startup...... 82 13.1.2 CVA startup when Callmaster VI is not connected...... 82 13.1.3 CVA startup when paste.dat file not found...... 83 13.1.4 Normal Phone Data Download...... 84 13.1.5 Aborted Phone Data Download...... 84 13.1.6 Normal outgoing call ...... 85 13.1.7 Normal incoming call...... 85 13.1.8 Normal CVA shutdown...... 86 14.APPENDIX E - EXAMPLE CENTREVU AGENT PASTRACE.TXT FILES ...... 87
14.1 EXAMPLE ...... 87 15.APPENDIX F - EXAMPLE CENTREVU AGENT PASSAGEWAY PWSPLOG.TXT LOG FILE...... 89
15.1 EXAMPLE ...... 89 16.APPENDIX G - USER MESSAGES ...... 90
16.1 INSTRUCTIONAL, AND ERROR MESSAGES...... 90 16.2 EVENT LOGGER EXCEPTION MESSAGE ...... 97 16.3 UNEXPECTED ERRORS...... 97 17. APPENDIX H - SETUP/UNINSTALL ERROR MESSAGES ...... 99
18. APPENDIX I - FAQ - FREQUENTLY ASKED QUESTIONS ...... 100
19. APPENDIX J - CENTREVU AGENT TROUBLESHOOTING WORKSHEET ...... 101
20. APPENDIX K - TAPI ASSISTED DIALING EXAMPLE PROGRAM (EXCEL) ...... 111
21. APPENDIX L - TAPI ASSISTED DIALING EXAMPLE PROGRAM (FOXPRO)...... 115
22. APPENDIX M - TAPI ASSISTED DIALING EXAMPLE PROGRAM (VISUAL BASIC 5.0)...... 118
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LIST OF TABLES Table 1 - CentreVu Agent Modules/Data...... 9 Table 2 - Language Code Section - Language Codes used by CentreVu Agent...... 11 Table 3 - [CVA] Section - Global configuration settings for CentreVu Agent ...... 12 Table 4 - [Paster] Section - Settings used by Download Phone Data (Paste Download) ...... 13 Table 5 - [Callbar] Section - Configuration settings specific to the CentreVu Agent Callbar...... 14 Table 6 - [AssistedDialing] Section - Configuration settings specific to Tapi Assisted Dialing...... 15 Table 7 - [Logger] Section - Configuration settings specific to the CentreVu Agent Event Logger...... 16 Table 8 - Phone Information Registry Settings...... 17 Table 9 - Lines Registry Settings...... 17 Table 10 - Features Registry Settings...... 18 Table 11 - [Display Features] Section ...... 20 Table 12 - [Phone Information] Section...... 20 Table 13 - [Lines] Section ...... 20 Table 14 - [Features] Section...... 21 Table 15 - [Display Features] Section ...... 23 Table 16 - [General] Section...... 23 Table 17 - [AT&TConnect] Section...... 23 Table 18 - [Debug] Section...... 24 Table 19 - General Registry Settings ...... 25 Table 20 - AT&TConnect Registry Settings...... 25 Table 21 - [Debug] Section...... 26 Table 22 - [HandoffPriorities] Section (TAPI Assisted Dialing)...... 27 Table 23 - Data fields describing a recorded announcement...... 29 Table 24 - Folder Description ...... 30 Table 25. CentreVu Agent Application Files ...... 32 Table 26 - FileNames and Locations...... 33 Table 27 - Service Provider Specific Files...... 34 Table 28 - Event Log Delimited Column Information...... 36 Table 29 - Error Severity...... 37 Table 30 - Event Log File Extension...... 37 Table 31 Event ID Component Assigned Ranges...... 37 Table 32 - Event Logger Event IDs and Descriptions...... 38 Table 33 Callmaster VI 9-pin connector pinout ...... 62 Table 34 - DCP Connections ...... 62 Table 35 - CentreVu Agent Reference Materials...... 81 Lucent Technologies - Proprietary Use Pursuant to Company Instructions Lucent CentreVu Agent SUPERGUIDE Issue 1.1 Page 6
Table 36 - Announcement Instructional and Error Messages ...... 90 Table 37. Callbar Instructional and Error Messages...... 93 Table 38 - Download Phone Data Instructional and Error Messages...... 95
LIST OF FIGURES
Figure 1. CentreVu Agent Process Diagram ...... 8 Figure 2 Folder Structure...... 30 Figure 3. An Unexpected Error Message ...... 98
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1. INTRODUCTION Lucent CentreVu Agent is a Microsoft Windows-based product for use by Call Center Agents. Used along with a CALLMASTER VI terminal, it allows the agent to receive and place telephone calls, access DEFINITY ECS telephone features, and use agent greetings directly from a Windows PC.
1.1 Document History 1. Release 1.0 - First Release 2. Release 1.1 - Updated for 1.1 Release MR 23965, 24607, 24613, 24929, 25000, 25037, 25178, 25179, 25180, 25181, 25182, 25183, 25184, 25186, 25188, 25189, 25190, 25191, 25192, 25193, 25194
1.2 Document Change Control Changes to this DTP will be initiated by creating COMPAS MRs against this document. 1.3 What is the Superguide for? The Lucent CentreVu Agent Superguide is a resource for those who will provide customer support for the CentreVu Agent product. It is intended as a convenient desk reference for use during technical service calls, providing information regarding the implementation, installation, troubleshooting and everyday use of the software. 1.4 What’s in the Superguide? The sections of this document are organized as follows: 1. Introduction: This section. 2. System Overview: Provides a process high-level overview and descriptions of the CentreVu Agent components and modules 3. CentreVu Agent Data and Configuration Information: Provides information regarding the various related CentreVu Agent Data such as the various initialization (INI) files, registry entries, Language Codes, Command Line Parameters, Language Button Mapping Data (Labelxxx.txt), Download Phone Data (Paster.dat), and Agent Announcements Data (Greeting.tbl). 4. Folder and File Distribution: Gives locations and descriptions of all files used by CentreVu Agent. 5. Log File Information: Gives locations and descriptions of log/trace files generated by the product. Provides a complete listing of Event Log Ids and Event Descriptions. 6. System Requirements and Performance: Provides information relative to measuring the performance of the software. Also lists minimum and recommended platforms. 7. Wiring and Cabling: Give technical details specific to the Callmaster VI 9-pin connector pinout and DCP connection information 8. PC Troubleshooting: Provides general assistance information regarding PC Troubleshooting 9. CentreVu Agent Troubleshooting: Provides techniques and tips for use in troubleshooting the product. 10. Appendices: Glossary, reference materials, example log files, example programs, troubleshooting worksheet, button administration worksheets, etc.
1.5 Who should use the Superguide? This document is specifically targeted towards those Lucent employees working in the Technical Services and Professional Services organizations. While the information included in the document would doubtless be useful to Lucent employees in other organizations, no attempt has been made to provide information beyond the scope of the organizations mentioned above.
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2. SYSTEM OVERVIEW The CentreVu Agent product is composed of several executable files (EXEs), dynamic link libraries (DLLs), and OLE Custom Controls (OCXs) that are presented as a seamless application.
Figure 1 gives a diagram of the relationships between files when the application is running. The table following give a brief description of each module/component.
CentreVu Agent Callbar
CentreVu Agent Service Provider MFC / Runtime Event Log API Download Phone Data (INI) Components Libraries Data API Button Map Data IPC Phone Data aka Announcement Data (Paste Data) Display Fonts Event Logger CentreVu Agent DEFINITY Data Data (INI) (Ini/Registry) Splash Screen Event Log Data Bitmap Online Add/Remove Documentation Third Party VB4 Runtime Service Provider OCX/DLLs Library Language Resource TAPI Configurator Dlls OLE/Object Library PassageWay Data (Ini/Registry)
Figure 1. CentreVu Agent Process Diagram
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2.1 CentreVu Agent Modules/Data Table
Table 1 - CentreVu Agent Modules/Data Module/Data Name Description File Name/Key CentreVu Agent Callbar CTI Application Program cvAgent.exe CentreVu Agent Data (INI) CentreVu Agent Initialization File cvaLocal.ini Service Provider Components Telephony Service Provider Files Attcon.exe, Dial.prg, Pwmeter.dll, (Windows 95) Pwtimer.dll, Scapi.dll, Pwsp.tsp Pwspexe.exe Service Provider Components Telephony Service Provider Files Dial.prg, Scapi32.dll, Pwsp32.tsp, (Windows NT) Pwspui.dll MFC/Runtime Libraries Microsoft Foundation Class Files/ Mfc40.dll, Mfc42.dll, Msvcirt.dll, Runtime Libraries Msvcrt.dll, Msvcrt40.dll Event Log API Event Log API DLL - Interprocess Ltevtlog.dll Communication Link to the Event Logger Download Phone Data API Paster API DLL used to download Paster.dll PASTE information from DEFINITY Switch. Phone Data (also known as Paste Downloaded Phone Data (ASCII Paster.dat Data) format) also known as PASTE data in ASCII format text file. DEFINITY Data (Windows 95) DEFINITY Data updated by DEFINITY.ini (INI) Download Phone Data DEFINITY Data (Windows NT) DEFINITY Data updated by Registry Key: (Registry) Download Phone Data HKEY_LOCAL_MACHINE\ SOFTWARE\Lucent\CentreVu Agent\PassageWay\DEFINITY… CentreVu Agent Data (INI) Local Initialization Settings for cvaLocal.ini CentreVu Agent. Contains cva settings (Installation paths, Window Positions, Logger Settings, etc.) Button Map Data Button Mapping - Used to map and labelxxx.txt (xxx = language code) change the default button labels to CentreVu Agent Language Codes custom values. An ASCII text format file. Announcement Data Announcement pointers used for Greeting.tbl preserving Agent Announcments Display Fonts Custom True Type Fonts used by EuroFont.ttf, KanaFont.ttf CentreVu Agent
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Module/Data Name Description File Name/Key Splash Screen Bitmap Splash Screen Bitmap Ltsp.dat Translated Online Documentation CentreVu Agent Online Help and Cvaxxx.hlp, (Help File) Full Text Search Files Cvaxxx.cnt (Contents File) Cvaxxx.gid (Configuration File) Cvaxxx.fts (Full Text Search) xxx = Language Code - See section CentreVu Agent Language Codes Language Resource Dlls Translated Resource Data to support Cvaxxx.dll - xxx = Language Code - various international languages. See section CentreVu Agent Language Codes Event Logger Responsible for capturing and Logger.exe logging/writing messages send by the callbar. Event Log Data Delimited ASCII Log files [Computer Name].elg generated by the Event Logger. [Computer Name].olg Third Party OCX/DLLs Custom Controls used by Event Dwspy32.dll, Dwsbc32.ocx, Logger. Vsflex2.ocx VB4 Runtime Library Visual Basic Runtime Library used Vb40032.dll by Event Logger OLE/Object Library OLE Object Library used by Event Ven2232.olb, Olepro32.dll, Logger Oleaut32.dll Add/Remove Service Provider Used to Add/Remove or Configure a Addprov.exe Lucent Passageway Service Provider TAPI Configurator Used to Configure the Callmaster Tapicfg.dll VI COM Port and to update default DEFINITY data settings PassageWay Data - (Windows 95) Contains the Path to the Psgway.ini (INI) PassageWay Service Provider files, COM Port and PhoneType setting. PassageWay Data - (Windows NT) Contains the Path to the Registry Key: (Registry) PassageWay Service Provider files, HKEY_LOCAL_MACHINE\ COM Port and PhoneType setting. SOFTWARE\ Lucent\CentreVu Agent\PassageWay\… Text Files Contains CentreVu Agent Readme.txt Information
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3. CentreVu Agent Data and Configuration Information This section describes the various data sources used by CentreVu Agent which includes configuration data, initialization, agent announcement data, and registry settings.
3.1 CentreVu Agent Language Codes To support the localization of CentreVu Agent, language codes are used to indicate language specific information. These three letter language codes appear in filenames (ie. Cva[lang code].hlp, cva[lang code].dll), CentreVu Agent command line parameters (ie. /lang [lang code]), and ini entries (ie. DefaultLanguage=[lang code]). This section list all valid language code values:
Table 2 - Language Code Section - Language Codes used by CentreVu Agent Language Code Description enu English deu German eso Spanish fra French ita Italian ptb Portuguese jpn Japanese
3.2 CentreVu Agent Command Line Parameters To support the localization of CentreVu Agent, command line parameters are used to determine the way the product is translated to the end-user. This section documents the CentreVu Agent command line tokens and arguments which are configured in the CentreVu Agent (cvAgent.exe) shortcut properties. Note: There must be a space between each command line parameter (ie. /lang eso
Command Line Parameter Description Example /lang xxx (xxx = [lang code] three Used to select the language used by "C:\Program Files\Lucent\CentreVu letter language code - ie. /lang eso) the CentreVu Agent user interface. Agent\bin\CVAgent.exe" /lang ESO - See section CentreVu Agent Note: There must be a space Language Codes between “/lang” and [lang code]. This command line determines that the user interface language will be Spanish /notosc Used to suppress language "C:\Program Files\Lucent\CentreVu translation of secondary callbars Agent\bin\CVAgent.exe" /lang ESO /notosc This command line determines that the user interface language will be Spanish and secondary callbars will be in English.
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3.3 cvaLocal.INI The CVALOCAL.INI file stores local PC settings for CentreVu Agent. It primary purpose is used to indicate the installation root location of CentreVu Agent binaries (LocalBinPath), writeable root folder (LocalPath). This section lists all valid cvaLocal.INI entries and their definitions, along with allowed values.
Table 3 - [CVA] Section - Global configuration settings for CentreVu Agent Entry Name Entry Description Installed/Default Value DispFont “DispFont=Eurofont” means use European font in the display Initialized during Installation to “DispFont= Kanafont” means use Optrex font in the display Eurofont DispFontSize Adjusts the font size used in the (CIP) Caller Information 14 Panel and second line display. Can be set between (10 (tiny) to 32 (large)) LocalPath Path definition which points to the machine specific folder Initialized during (ie. C:\Windows\Cva). Installation [Windows]\Cva LocalBinPath Path definition which points to the CentreVu Agent Root Initialized during Application Folder (ie. C:\Program Files\Lucent\CentreVu Installation Agent). Note: INI Entry SHOULD NOT CONTAIN “\bin” TAPIConnectTime Time to wait for successful TAPI connection. The actual wait 40 (20 seconds) out time in seconds is approximately half of this value. TranslateSecondary Used to suppress the language translation of secondary Not Installed - Callbars callbars (0=NoTranslate, 1=Translate) Runtime Default=1 DialpadLetters Used to suppress the letters appearing on the dialpad. (0=Hide Initialized during Letters, 1=Show Letters) Installation - User is prompted for this information during Install DefaultLanguage Set this entry with the three letter language code to start Not Installed CentreVu Agent for a given language when CentreVu Agent is started without a language command line parameter or started remotely via a telephony enabled application such as Microsoft Schedule+). See section on CentreVu Agent Language Codes
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Table 4 - [Paster] Section - Settings used by Download Phone Data (Paste Download) Entry Name Entry Description Installed/Default Value Paste Retries Determines the number of retry attempts when attempt a 3 download phone data operation PASTEFAC PASTE Feature Access Code used to activate a download of Initialized during phone data which is administered on the switch Installation - User is prompted for this information during Install ShowDebugWin Used to generate a PASTE Trace log file which is generated Not Installed - during a download phone data in Runtime Default=0 [Windows]\cva\Pastrace.txt. (0=Off, 1=On)
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Table 5 - [Callbar] Section - Configuration settings specific to the CentreVu Agent Callbar Entry Name Entry Description Installed/Default Value PopOnCall Determines whether or not the CentreVu Agent Callbar is Not Installed displayed on Top for an incoming call. (0=Off, 1=On) Runtime Default = 1 (On) LogTrace Determines whether or not verbose CentreVu Agent TAPI Not Installed message are logged. (0=Off, 1=On) Runtime Default = 0 (Off) AbbrevState, Last Recorded State of Windows Not Installed MiscState, CCState, AUXState, StrokeState, RecorderState, PhoneSettingsState** DesktopLeft, Last Recorded Position of Desktop Window Not Installed DesktopRight, DesktopTop, DesktopBottom** MainClientLeft, Last Recorded Position of Main Client Window Not Installed MainClientRight, MainClientTop, MainClientBottom** MainLeft, Last Recorded Position of Main Callbar Window Not Installed MainRight, MainTop, MainBottom** AbbrevLeft, Last Recorded Position of Abbrev Callbar Window Not Installed AbbrevRight, AbbrevTop, AbbrevBottom** MiscLeft, MiscRight, Last Recorded Position of Misc Callbar Window Not Installed MiscTop, MiscBottom** CCLeft, CCRight, Last Recorded Position of Call Centre Callbar Window Not Installed CCTop, CCBottom**
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Entry Name Entry Description Installed/Default Value AUXLeft, Last Recorded Position of AUX Callbar Window Not Installed AUXRight, AUXTop, AUXBottom** StrokeLeft, Last Recorded Position of Stroke Count Callbar Window Not Installed StrokeRight, StrokeTop, StrokeBottom** RecorderLeft, Last Recorded Position of Recorder Dialog Not Installed RecorderRight, RecorderTop, RecorderBottom** PhoneSettingsLeft, Last Recorded Position of Phone Settings Dialog Not Installed PhoneSettingsRight, PhoneSettingsTop, PhoneSettingsBottom ** ** Updated by cvAgent application
Table 6 - [AssistedDialing] Section - Configuration settings specific to Tapi Assisted Dialing Entry Name Entry Description Installed/Default Value EnableAssistDialing Entry is set by the TAPI Configurator which is accessed Initialized during from the Control Panel Telephony Applet - PassageWay Install and Set by the Service Provider (1=Assisted Dialing Enabled / 0=Disable TAPI Configurator. Assisted Dialing) - Not advisable to edit this value directly.
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Table 7 - [Logger] Section - Configuration settings specific to the CentreVu Agent Event Logger Entry Name Entry Description Installed/Default Value AlwaysShowDebugWin* (-1 = True) (0=False) Used to make the CentreVu Not Installed - Agent Debugger Window Visible. DebugEnabled Runtime Default=0 must be set to (-1 True) for this feature to take effect. DebugBufferSize* This value regulates the number of rows displayed in Not Installed - the debug window grid. This value can be set between Runtime Default=500 20 and 2000 DebugEnabled* (-1 = True) (0=False) Used to turn on debugger window Not Installed - features. Runtime Default = 0 DebugWinHeight, Last Recorded Position/Size of Debug Window Not Installed DebugWinLeft, DebugWinTop ** EventCountActive** Accumulated events stored in active log file Not Installed LastEventSequence** Last Event Sequence Number assigned for previous Not Installed application run of CentreVu Agent MaxEvents Maximum Number of Events allowed to be stored in Not Installed - (elg & olg) log files Runtime Default = 6000 MinEvents Minimum Number of Events to be stored in (elg & olg) Not Installed - files. This number cannot be set to less than 2000 Runtime Default = 2000 OverflowEnabled** Indicates that events are being logged to (.olg) file. Not Installed LogFileName* Overides using the machine specific “Computer Name” Not Installed - as the event log file name Runtime Default - Computer Name LogEnabled* Indicates whether a event log file is created and events Not Installed - written to log files. Runtime Default = -1 LoggerEnabled* Indicates whether the Event Logger should be started. Not Installed - Runtime Default = -1 RecycleLogs* Indicates whether deleted log files are send to Recycle Not Installed - Bin Runtime Default = 0
* Entry Usage is known only to Lucent Technical Support Staff ** Updated by Logger application
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3.4 DEFINITY Registry Entries (WINDOWS NT) This section details the specific DEFINITY registry settings used by CentreVu Agent under Windows NT. It primary purpose is used to store the station specific features which is updated during a Download Phone Data (Paste Download) This section lists all valid DEFINITY registry entries and their definitions, along with allowed values. KEY: [HKEY_LOCAL_MACHINE\SOFTWARE\Lucent\PassageWay\DEFINITY\Phone Information]
Table 8 - Phone Information Registry Settings Entry Name Entry Description Installed/Default Value PhoneType** Callmaster VI Phone Type Setting 17926 ** Initially Updated by TAPI Configurator (Settings - Control Panel - Telephony - Lucent PassageWay Service Provider)
KEY: [HKEY_LOCAL_MACHINE\SOFTWARE\Lucent\PassageWay\DEFINITY\Lines]
Table 9 - Lines Registry Settings Entry Name Entry Description Installed/Default Value Line
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KEY: [HKEY_LOCAL_MACHINE\SOFTWARE\Lucent\PassageWay\DEFINITY\Features]
Table 10 - Features Registry Settings
Entry Name Entry Description Installed/Default Value IniFilePresent** Informs the TAPI service provider that this INI file Assigned Installed exists. Value=1 ForceOrigIdle** When this is set to a nonzero value, it disables the use Assigned Default=1 of the OrigIdle flag in LINECALLPARAMS, acting as if it were always set on. ForceOrigOffhook** When this is set to a nonzero value, it disables the use Assigned Default=1 of the OrigOffhook flag in LINECALLPARAMS, acting as if it were always set on. this flag and the next are used to accommodate applications that fail to set these flags when they should. Dropbutton** Determines the administration of the drop button. 8,4 Assigned refers to the button type and location. Default=8,4 ForceHeadsetToBeHandse Changes headset notifications into handset Not Installed t** notifications. ForwardButton The button/lamp identifier for call forwarding. Not Installed ForwardOnFAC The feature access code to turn on call forwarding. Not Installed ForwardOffFAC The feature access code to turn off call forwarding. Not Installed PickupButton The button/lamp identifier to invoke call pickup. Not Installed PickupFAC The feature access code to invoke call pickup. Not Installed ParkButton The button/lamp identifier to invoke call park. Not Installed ParkFAC The feature access code to invoke call park. Not Installed ParkButton The button to invoke call park. Not Installed AnswerbackButton The button/lamp identifier to retrieve a parked call. Not Installed AnswerbackFAC The feature access code to retrieve a parked call. Not Installed AutoCallbackLamp The button/lamp identifier for automatic callback. Not Installed AutoCallbackOnFAC The feature access code to invoke automatic callback. Not Installed AutoCallbackOffFAC The feature access code to cancel automatic callback. Not Installed LeaveWrdOnButton The button/lamp identifier to invoke leave word calling. Not Installed LeaveWordOnFAC The feature access code to invoke leave word calling. Not Installed
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Entry Name Entry Description Installed/Default Value LeavewordOffButton The button/lamp identifier to cancel leave word calling. Not Installed LeaveWordOffFAC The feature access code to cancel leave word calling. Not Installed PriorityFAC The feature access code to invoke priority calling. Not Installed SendAllCallsButton The button/lamp identifier for send all calls. Not Installed DoNotDisturbButton A synonym for SendAllCallsButton. Not Installed SendAllCallsOnFAC The feature access code to turn on send all calls. Not Installed SendAllCallsOffFAC The feature access code to turn off send all calls. Not Installed DropFAC For partner only, the feature access code to drop a party Not Installed from a conference. CallInfoButton The button/lamp identifier for gathering call info. Not Installed ProgramFAC The feature access code used in programming Not Installed abbreviated dial list entries. PrimaryNumber The phone number associated with the primary address. Assigned Default=00000 PrimaryNumber
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KEY: [HKEY_LOCAL_MACHINE\SOFTWARE\Lucent\PassageWay\DEFINITY\Display Features]
Table 11 - [Display Features] Section
Entry Name Entry Description Installed/Default Value Normal xx,yy Where xx is the button type and yy is the button Not Installed ID. Inspect Where xx is the button type and yy is the button ID. Remove if exists Entry should not exist and should be removed.
3.5 DEFINITY.INI (WINDOWS 95 ONLY) The DEFINITY.INI file stores DEFINITY specific settings used by CentreVu Agent. It primary purpose is used to store the station specific features which is updated during a Download Phone Data (Paste Download) This section lists all valid DEFINITY.INI entries and their definitions, along with allowed values.
Table 12 - [Phone Information] Section Entry Name Entry Description Installed/Default Value PhoneType** Callmaster VI Phone Type Setting 17926
** Initially Updated by TAPI Configurator (Settings - Control Panel - Telephony - Lucent PassageWay Service Provide
Table 13 - [Lines] Section The user configures the lines using the Download Phone Data procedure. Entry Name Entry Description Installed/Default Value Line
** Initially Updated by TAPI Configurator (Settings - Control Panel - Telephony - Lucent PassageWay Service Provider)
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Table 14 - [Features] Section Unless otherwise noted, these entries are created, modified, or removed during a Download Phone Data operation. Entry Name Entry Description Installed/Default Value IniFilePresent** Informs the TAPI service provider that this INI file Assigned Installed exists. Value=1 ForceOrigIdle** When this is set to a nonzero value, it disables the use Assigned Installed of the OrigIdle flag in LINECALLPARAMS, acting as Value=1 if it were always set on. ForceOrigOffhook** When this is set to a nonzero value, it disables the use Assigned Installed of the OrigOffhook flag in LINECALLPARAMS, Value=1 acting as if it were always set on. this flag and the next are used to accommodate applications that fail to set these flags when they should. Dropbutton** Determines the administration of the drop button. 8,4 Assigned Installed refers to the button type and location. Value=8,4 ForceHeadsetToBeHandse Changes headset notifications into handset Not Installed t** notifications. ForwardButton The button/lamp identifier for call forwarding. Not Installed ForwardOnFAC The feature access code to turn on call forwarding. Not Installed ForwardOffFAC The feature access code to turn off call forwarding. Not Installed PickupButton The button/lamp identifier to invoke call pickup. Not Installed PickupFAC The feature access code to invoke call pickup. Not Installed ParkButton The button/lamp identifier to invoke call park. Not Installed ParkFAC The feature access code to invoke call park. Not Installed ParkButton The button to invoke call park. Not Installed AnswerbackButton The button/lamp identifier to retrieve a parked call. Not Installed AnswerbackFAC The feature access code to retrieve a parked call. Not Installed AutoCallbackLamp The button/lamp identifier for automatic callback. Not Installed AutoCallbackOnFAC The feature access code to invoke automatic callback. Not Installed AutoCallbackOffFAC The feature access code to cancel automatic callback. Not Installed LeaveWrdOnButton The button/lamp identifier to invoke leave word calling. Not Installed LeaveWordOnFAC The feature access code to invoke leave word calling. Not Installed LeavewordOffButton The button/lamp identifier to cancel leave word calling. Not Installed
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Entry Name Entry Description Installed/Default Value LeaveWordOffFAC The feature access code to cancel leave word calling. Not Installed PriorityFAC The feature access code to invoke priority calling. Not Installed SendAllCallsButton The button/lamp identifier for send all calls. Not Installed DoNotDisturbButton A synonym for SendAllCallsButton. Not Installed SendAllCallsOnFAC The feature access code to turn on send all calls. Not Installed SendAllCallsOffFAC The feature access code to turn off send all calls. Not Installed DropFAC For partner only, the feature access code to drop a party Not Installed from a conference. CallInfoButton The button/lamp identifier for gathering call info. Not Installed ProgramFAC The feature access code used in programming Not Installed abbreviated dial list entries. PrimaryNumber The phone number associated with the primary address. Initialized Default=00000 PrimaryNumber
** Initially Updated by TAPI Configurator (Settings - Control Panel - Telephony - Lucent PassageWay Service Provider)
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Table 15 - [Display Features] Section Entry Name Entry Description Installed/Default Value Normal xx,yy Where xx is the button type and yy is the button Not Installed ID. Inspect Where xx is the button type and yy is the button ID. Remove if exists Entry should not exist and should be removed.
3.6 PSGWAY.INI (WINDOWS 95) The PSGWAY.INI file stores PassageWay specific settings used by CentreVu Agent. It primary purpose is used to store the installation location the service provider files, COM PORT value, and Switch Type.
Table 16 - [General] Section Entry Name Entry Description Installed/Default Value PassageWayPath* This gives the path name to the directory where the [Windows]\CVA switch-specific PassageWay DLLs and executables are \PSGWAY stored.
*Modified/Created during installation
Table 17 - [AT&TConnect] Section Entry Name Entry Description Installed/Default Value COMPort** Port Assigned by the Tapi Configurator for use by the 1 Callmaster VI
SwitchType A decimal number which specifies the type of switch 769 being used by the phone connected to PassageWay. **Updated by TAPI Configurator (Settings - Control Panel - Telephony - Lucent PassageWay Service Provider)
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Table 18 - [Debug] Section Each of these flags controls a class of messages displayed as debugging output. If the flags is not set, or is set to 0, no output is generated. If the flag is set to 1, the debugging output is given. The configuration part of the service provider would not be responsible for setting these flags -- they are provided for development purposes only and will probably be disabled in the product.
Entry Name Entry Description Installed/Default Value TSPIFlag Prints the names of the TSPI function entry points, as Not Installed - they are entered. Runtime Default=0 TSPIParmFlag Prints the names of the TSPI function entry points as Not Installed - well as their parameters, as they are entered. Runtime Default=0 EXEMsgFlag Information is displayed each time the TSPI companion Not Installed - app receives a message from the TSPI DLL. These Runtime Default=0 messages generally start action sequences. GAPIFlg Displays information for each GAPI event message Not Installed - received by the service provider. Runtime Default=0 TSPIFlag Displays information on entry to each service provider Not Installed - function. If one of these messages appears without a Runtime Default=0 corresponding message from the companion app (controlled by TAPIFlag) it means that no action was required (as in queries) or that the precondition for the action was not met (such as a restriction on the call state). SendFlag Displays information each time an event message is Not Installed - sent by the service provider Runtime Default=0 SendStateFlag Displays information each time a call state change Not Installed - event is sent by the service provider. Runtime Default=0 TraceFlag Displays each action as it is interpreted. Not Installed - Runtime Default=0 PrintProgFlag Prints the program after it is read in. Not Installed - Runtime Default=0 DumpFlag Dumps the interpreter program after it has been read. Not Installed - A dumped program can be read back faster. Runtime Default=0 ScriptFlag Determines whether to read the script in source form Not Installed - (0), dumped form (1), or the most recent of the two (2). Unassigned
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3.7 PSGWAY Registry Entries (WINDOWS NT) This section details the specific PassageWay registry settings used by CentreVu Agent under Windows NT. It’s primary purpose is used to store the installation location the service provider files, COM PORT value, and Switch Type. KEY: [HKEY_LOCAL_MACHINE\SOFTWARE\Lucent\PassageWay\Common\General] Key
Table 19 - General Registry Settings Value Name Entry Description Installed/Default Value PassageWayPath* This gives the path name to the directory where the [Windows]\CVA switch-specific PassageWay DLLs and executables are \PSGWAY stored.
*Modified/Created during installation KEY: [HKEY_LOCAL_MACHINE\SOFTWARE\Lucent\PassageWay\Common\AT&TConnect] Key
Table 20 - AT&TConnect Registry Settings Value Name Entry Description Installed/Default Value COMPort** Port Assigned by the Tapi Configurator for use by the 1 Callmaster VI
SwitchType A decimal number which specifies the type of switch 769 being used by the phone connected to PassageWay. **Updated by TAPI Configurator (Settings - Control Panel - Telephony - Lucent PassageWay Service Provider)
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KEY: [HKEY_LOCAL_MACHINE\SOFTWARE\Lucent\PassageWay\Common\Debug] Key Each of these flags controls a class of messages displayed as debugging output. If the flags is not set, or is set to 0, no output is generated. If the flag is set to 1, the debugging output is given. The configuration part of the service provider would not be responsible for setting these flags -- they are provided for development purposes only and will probably be disabled in the product.
Table 21 - [Debug] Section Entry Name Entry Description Installed/Default Value TSPIFlag Prints the names of the TSPI function entry points, as Not Installed - they are entered. Runtime Default=0 TSPIParmFlag Prints the names of the TSPI function entry points as Not Installed - well as their parameters, as they are entered. Runtime Default=0 EXEMsgFlag Information is displayed each time the TSPI companion Not Installed - app receives a message from the TSPI DLL. These Runtime Default=0 messages generally start action sequences. GAPIFlg Displays information for each GAPI event message Not Installed - received by the service provider. Runtime Default=0 TSPIFlag Displays information on entry to each service provider Not Installed - function. If one of these messages appears without a Runtime Default=0 corresponding message from the companion app (controlled by TAPIFlag) it means that no action was required (as in queries) or that the precondition for the action was not met (such as a restriction on the call state). SendFlag Displays information each time an event message is Not Installed - sent by the service provider Runtime Default=0 SendStateFlag Displays information each time a call state change Not Installed - event is sent by the service provider. Runtime Default=0 TraceFlag Displays each action as it is interpreted. Not Installed - Runtime Default=0 PrintProgFlag Prints the program after it is read in. Not Installed - Runtime Default=0 DumpFlag Dumps the interpreter program after it has been read. Not Installed - A dumped program can be read back faster. Runtime Default=0 ScriptFlag Determines whether to read the script in source form Not Installed - (0), dumped form (1), or the most recent of the two (2). Unassigned
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3.8 TELEPHON.INI (WINDOWS 95) The TELEPHON.INI file stores TAPI Service Provider Information and is where registration of TAPI Assisted Dialing Telephony Servers is located.
Table 22 - [HandoffPriorities] Section (TAPI Assisted Dialing) Entry Name Entry Description Installed/Default Value RequestMakeCall * Contains the short pathname to the CentreVu Agent Default Install Value: executable (ie. Not Enabled RequestMakeCall=C:\PROGRA~1\LUCENT\CENTRE ~1\bin\cvAgent.exe). Note: To set this value Run "AddProv.exe -a" located in the [Windows]\cva\psgway folder and check [x] the "Use CentreVu Agent to handle voice call requests from other programs" *Modified by the TAPI Configurator
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3.9 Paster.dat The Paster.dat file is used by CentreVu Agent to administer the features and buttons that are available to the user. The file is generated by the PASTE download. The file is divided into four sections: • System Parameter (This section is not used), • Feature Access Codes, • Terminal Button Assignments and • VuStat information (This section is not used).
3.9.1 Feature Access Codes This section contains the Feature Access Codes (FAC) administered in the switch. Each line in this section contains the feature access code, the number of the feature in the list (e.g. “2” means “code #2”) and the feature name.
3.9.2 Terminal Button Assignments This section contains the button assignments for the CentreVu Agent. The first two lines in this section are the terminal type and the terminal language. For example: TYPE terminal type: 606A1 LANG display language: ENGLISH The remaining lines in this section contain the button type (e.g. FEAT, PRIN), the button number, button name and optional button data. For example: PRIN 1 call-appr 51012 Button Type: PRIN Button number: 1 Button name: Call Appearance Button data: 51012
3.10 Paster.tmp The Paster.tmp file is used by CentreVu Agent to store temporary information during the PASTE download. The Paster.tmp file is deleted by default. This file is used to store the information downloaded from the switch for each section in the Paster.dat file. At the end of a normal download the file will contain the information for the Terminal section.
3.11 Pastrace.txt The Pastrace.txt file contains information generated by the CentreVu Agent Paster library during the phone data download. The Pastrace.txt file is generated when the cvaLocal.ini entry ShowDebugWin is set to 1 (ie. ShowDebugWin=1) which needs to appear under the [Paster] section. This file documents the execution of the Paster library as the data is downloaded from the switch.
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3.12 Greeting.tbl 3.12.1.1 Description of File Contents This file contains the data describing each of the six announcements as currently recorded on the CALLMASTER VI device attached to the PC. Following in the table bellow is the list of the parameters associated with a single announcement. There are six such records in the Greeting.tbl file, one for each of the recordings that can be performed on the voice-chip of the CALLMASTER VI device. The contents of this file is used by the software internally and cannot be viewed or modified using a standard text editing program.
Table 23 - Data fields describing a recorded announcement Data Field Data Type Description Index integer Sequential number of the announcement as recorded on the phone Name string Contains the default or the user-given name of the announcement Start int Index of the voice-chip memory segment where the announcement starts Length int Index of the voice-chip memory segment where the announcement ends. State int Parameter identifying whether the announcement is recorded or not StartPos int Beginning of the announcement in [msec], relative to the starting point of the recording space on the voice-chip EndPos int End of the announcement in [msec], relative to the starting point of the recording space on the voice-chip Duration int Length of the announcement in [msec] as recorded on the phone AutoPlay Boolean Flag indicating whether the announcement is designated to be played automatically on answering of a call.
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4. FOLDER STRUCTURES AND FILE CONTENT AND DISTRIBUTION This section explains the workings of the CentreVu Agent folder structure and general file content and the distribution of CentreVu Agent Files. In addition, CentreVu Agent Initialization file content is also detailed here.
4.1 Folder Structure In general, the folder structure of CentreVu Agent begins at some root folder and distributes itself as described in the figure below. By default, a root folder called \Program Files\Lucent\CentreVu Agent is created on drive C, but the user may specify a different drive and/or folder name if desired.
Figure 2 Folder Structure
Table 24 - Folder Description Folder Name Description of Contents [\Program Files\Lucent\CentreVu Contains only the CentreVu Agent \bin folder. No CentreVu Agent Agent] files are created or stored here. …\bin Contains the application specific executables, dlls, online help, readme and file list text files. The following files should be stored here: CVAgent.exe, Logger.exe, LtEvtLog.dll, ltsp.dat, Paster.dll, ReadMe.txt, cvaxxx.hlp, cvaxxx.cnt, cvaxxx.fts, cvaxxx.gid (xxx = language code - See section on CentreVu Agent Language Codes) \locale Contains the localized language resource dlls. The following files should be stored for each installed language: cvaxxx.dll. (xxx = language code - See section on CentreVu Agent Language Codes) \[Windows] Contains specific CentreVu Agent Configuration Files (INI) cvaLocal.ini [Windows 95 Only] DEFINITY.ini, Psgway.ini
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Folder Name Description of Contents \[Windows]\Cva Contains CentreVu Agent PassageWay(\psgway), Install Backup(\Backup), and Logs(\Logs) Folders. In addition, the following files may reside here Greeting.tbl - Agent Announcment, Paster.dat - Download Phone Data, Paster.tmp - Temporary Download Phone Data File, Pastrace.txt - Download Phone Data Trace Log File, Uninstall.dll - Uninstall library - CentreVu Agent.isu - Uninstall Script and Labelxxx.txt - Button Label Mapping - (xxx = language code - See CentreVu Agent Language Code section) [Windows]Cva\Backup Contains backup files which were replaced during the most recent installation of CentreVu Agent. [Windows]\Cva\Logs Contains CentreVu Agent and Installation Log Files. CentreVu Agent Log files store here are: [Computer Name].elg (Initial Event Log File) and [Computer Name].olg (Overflow Log File), Setup Log (mm- dd,ccyy - hh.mm.ss).txt,(Installation Log) [Windows]\Cva\Psgway Contains the PassageWay Service Provider files and uninstall executable: AddProv.exe, dial.prg, uninst.exe, Tapicfg.dll [Windows 95 Only] Pwmeter.dll, Pwtimer.dll, Scapi.dll [Windows NT Only] Scapi32.dll, Pwspui.dll [Windows]\[System] Dwspy32.dll, Dwsbc32.ocx, Vsflex2.ocx, mfc40.dll, mfc42.dll, msvcirt.dll, msvcrt.dll, msvcrt40.dll, oleaut32.dll, olepro32.dll, vb40032.dll, ven2232.olb [Windows NT Only] Pwsp32.tsp, Pwspui.dll [Windows 95 Only] Pwsp.tsp, Pwspexe.exe, telephon.cp$*** *** Install will rename telephon.cp$ to telephon.cpl if telephon.cpl does not already exist. (Telephon.cpl is not installed by CentreVu Agent release 1.1)
4.2 File Distribution
4.2.1 List of Installed Files Refer to FileList.txt which is distributed with CentreVu Agent and can be found in the CentreVu Agent Installation \bin folder.
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4.2.2 Executable, DLLs, and OCX files (Non-Service Provider) The following table is a list of all executable binary (EXE, DLL, and OCX) files used by CentreVu Agent. Files marked as “Internal” in the vendor column are executables developed in-house.
Table 25. CentreVu Agent Application Files File Name and Location Description Vendor [install selection]\bin\cvAgent.exe Callbar Application Internal [install selection]\bin\Ltevtlog.dll Event Log API Internal [install selection]\bin\Paster.dll Download Phone Data API Internal [install selection]\bin\Cvaxxx.hlp Online Documentation Internal [install selection]\bin\Cvaxxx.cnt xxx = Language Code - See Section [install selection]\bin\Cvaxxx.gid (Created at CentreVu Agent Language Codes runtime) [install selection]\bin\Cvaxxx.fts (Created at runtime) [install selection]\bin\Logger.exe Event Logger Internal [install selection]\locale\cvaxxx.dll Language Resource dlls - Internal xxx = Language Code - See Section CentreVu Agent Language Codes [Windows]\cva\Uninstall.dll Uninstall Internal [Windows\System]Msvcirt.dll Microsoft MFC External [Windows\System]Msvcrt.dll [Windows\System]Msvcrt40.dll [Windows\System]Mfc40.dll [Windows\System]Mfc42.dll [Windows\System]Dwspy32.dll DWSPY32 Spyworks subclassing engine External DLL [Windows\System]Vb40032.dll Visual Basic 4.0 Runtime Library External [Windows\System]Ven2232.olb Visual Basic for Applications Object Library External [Windows\System]Dwsbc32.ocx Desaware(tm) Subclassing Control External [Windows\System]Oleaut32.dll OLE 2.20 for Windows NT (TM) and External Windows 95 (TM) Operating Systems [Windows\System]Olepro32.dll Microsoft (r) OLE Property Support DLL External [Windows\System]Vsflex2.ocx Videosoft(r) VS Flex Grid External
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4.2.3 Data, Log, Font, Initialization, and Temp Files Table 25 The following table is a list of all dependent data files (tbl, map, dat, prg, ini, elg, olg, tmp, ttf) files used by CentreVu Agent.
Table 26 - FileNames and Locations File Name and Location Description Data Format [install selection]\bin\Ltsp.dat Splash Screen Bitmap Bmp Binary [install selection]\bin\readme.txt CentreVu Agent Readme File Ascii Text [install selection]\bin\FileList.txt CentreVu Agent File List Ascii Text [windows]\cva\logs\[Computer name].elg Initial Event Log Ascii Text [windows]\cva\logs\[Computer name].olg Overflow Event Log Ascii Text [windows]\cva\logs\ Setup Log (mm- Installation Log (Month-Day-Century-Year - Ascii Text dd,ccyy - hh.mm.ss).txt Hour-Minute-Second) [windows]\cva\paster.dat Paste/Telephone Download File Ascii Text [windows]\cva\paster.tmp Temporary Paste/Telephone Download File Ascii Text [windows]\cva\labelxxx.txt Label Button Mapping File - xxx = language Ascii Text code - See Section CentreVu Agent Language Codes [windows]\cva\greeting.tbl Agent Announcement Data Binary [windows]cvalocal.ini CentreVu Agent Configuration File Ascii Text [windows]DEFINITY.ini DEFINITY Configuration File (Win95) Ascii Text [windows]psgway.ini PassageWay Configuration File (Win95) Ascii Text [windows]\fonts\EuroFont.ttf European Font File True Type [windows]\fonts\KanaFont.ttf Kana Font File True Type [windows]\cva\CentreVu Agent.isu CentreVu Agent Uninstall Script File Binary
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4.2.4 Service Provider Specific Files Table 25 The following Table is a list of all Service Provider dependent data files (p) files used by CentreVu Agent.
Table 27 - Service Provider Specific Files File Name and Location Description Vendor [Windows]\cva\Psgway\Addprov.exe Used to Add/Remove or Configure a Lucent Internal Passageway Service Provider [Windows]\cva\Psgway\Tapicfg.dll Used to Configure the Callmaster VI COM Port Internal and to update default DEFINITY data settings [Windows]\cva\Psgway\Attcon.exe Add Service Provider Internal (Win95 Only) [Windows]\cva\Psgway\Dial.prg Dial - PassageWay(tm) Internal [Windows]\cva\Psgway\Pwmeter.dll PassageWay(tm) Custom Control Meter DLL Internal (Win95) Windows]\cva\Psgway\Pwtimer.dll PassageWay(tm) Timer DLL (DEFINITY) Internal (Win95) [Windows]\cva\Psgway\Scapi.dll PassageWay(tm) API DLL (DEFINITY) Internal (Win95) [Windows]\cva\Psgway\Pwspexe.exe Lucent Passage Way Service Provider App Internal (Win95) [Windows]\cva\Psgway\Pwsp.tsp Lucent PassageWay Service Provider Internal (Win95) [Windows\System]\cva\Psgway\Pwsp32.t Lucent PassageWay Service Provider Internal sp (WinNT) [Windows]\cva\Psgway\Pwspui.dll Lucent PassageWay Service Provider Internal (WinNT) [Windows]\cva\Psgway\Scapi32.dll Lucent PassageWay Service Provider Internal (WinNT)
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4.3 How to Manually Uninstall the Software Manually removing CentreVu Agent should only be done only in the event that the automatic uninstall of CVA fails. To automatically uninstall CVA: 1. Select Start - Settings - Control Panel - Add/Remove Programs 2. Click Install/Uninstall tab - Select Lucent CentreVu Agent - Click on Add/Remove button 3. Click Yes to “Are you sure you want to completely remove the selected application and all of its components?”
To manually remove the CentreVu Agent software from the hard disk, perform the following steps: Remove the Program Folder and Files. Delete the folder and subdirectories of all files contained within the folder where you installed the product, e.g., [install selection]\Lucent\CentreVu\… and the machine specific Cva folder and subfolders located in [windows]\cva Deleting The “.INI” Files. In your C:\WINDOWS folder, delete the CVALOCAL.INI, and under Windows 95 (DEFINITY.INI, and PSGWAY.INI) files. Delete Registry Entries Run Regedit.exe Remove all registry keys appearing at and below HKEY_LOCAL_MACHINE\SOFTWARE\Lucent\CentreVu Agent and (WINNT) HKEY_LOCAL_MACHINE\SOFTWARE\Lucent\PassageWay Delete the Font Files. From the Start Menu, select Settings, Control Panel. Double Click Fonts. Select Kanafont and Eurofont files. Under the File Menu, select Delete and click the Yes button the following warning dialog. Delete the CentreVu Agent Program Group and Application Icon. From Explorer, right click on the windows start button and select “Open” . Drag and Drop the Lucent CentreVu Agent Icon into the desktop recycle bin. Also double click on the Programs Group. Drag and Drop the Lucent CentreVu Agent Group into the recycle bin. Also, double click on Startup Group. Drag and Drop the Lucent CentreVu Agent icon into the recycle bin.
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5. CentreVu Agent Log File Information
5.1 Event Log Overview The
5.2 Event Log Delimited Contents Organization The following table defines the organization of the 11 delimited columns of record information appearing in the CentreVu Agent (.elg/.olg) files.
Table 28 - Event Log Delimited Column Information Column No. Description 1 Event Sequence Number - Unique sequence number used to indicate the order an event was processed. 2 Event Type - Indicates that the event is a Noteworthy (Info) or Exception (Error) Event 3 Error Severity (Error Events) - See Error! Not a valid bookmark self-reference.for severity descriptions 4 Event ID - A unique integer value that has been assigned to represent a specific event for a given component of CentreVu Agent 5 Event ID Description - Full Text Description of the Event ID 6 Reserved for Future Use 7 Phone Extension - The voice terminal station extension 8 Date/Time - The Date and Time the event was recorded 9 Module Name (ie. Callbar, Event Log) - The CentreVu Agent component which generated the event 10 Source Code Position - The line position in the source code where the event occurred 11 Action Description (ie. Startup) - [Optional] Abbreviated Supplemental Event Information
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5.3 Event Error Severity
The ErrorSeverity value will be set to the following numeric values which appears in the 3rd delimited column in the event log files:
Table 29 - Error Severity Err Severity Severity Description Value 0 An assigned value for logged non-error or system (unassigned) events 1 An assigned value of severity level 1 if all of CentreVu Agent cannot function normally. 2 An assigned value of severity level 2 if part of CentreVu Agent is not working properly but there are still some operations that can function normally. 3 An assigned value of error severity level 3 of errors that do not fall under Severity 1 or Severity 2
5.4 Event Log File Extensions The following table provides the event log file extension descriptions which appear in [Windows]\cva\logs folder:
Table 30 - Event Log File Extension File Description Extension .elg Event Log (Initial allocation) - Event Messages stored prior to event log overflow. .olg Event Log Overflow - Messages stored after exceeding the rotation threshold and before exceeding cvaLocal.ini [Logger] section MaxEvents entry setting .
5.5 Event ID Component Assigned Range Values
Table 31 Event ID Component Assigned Ranges The following table provides the ranges of Event IDs specifically assigned to CentreVu Agent Components Event ID Range Component Assigned to Event ID Range 0 Reserved 1 CentreVu Agent Version Information 2 thru 3799 Reserved 3800 thru 3999 Event Log 4000 thru 8199 Reserved 8200 thru 8399 Callbar, Announcements, Download Phone Data (Info) 8400 thru 8599 Callbar, Announcements, Download Phone Data (Error) 8900 thru 9999 Reserved
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5.5.1 Event Log Event IDs (3800 thru 3999)
Table 32 - Event Logger Event IDs and Descriptions ID Type Sev Description Resolution 1 Info 0 Lucent CentreVu Agent Version None 3800 Error 2 Invalid Action Description Obtain Setup and Event Log Files and contact Development 3801 Error 2 Error Showing Debug Window Obtain Setup and Event Log Files and contact Development 3802 Error 2 Error Calculating Max Events Obtain Setup and Event Log Files and contact Development. Obtain Drive Information. 3803 Error 2 Error Deleting Temporary File Check Log File/Folder Attributes. Obtain Event Log Files and contact Development 3804 Error 2 Invalid Log Filename Maximum Check Log File Name in cvaLocal.ini in [Logger] Section 3805 Error 3 Error Centering Form Obtain Setup and Event Log Files and contact Development 3806 Error 1 Error Checking Diskspace Check Disk Space and Drive Configuration 3807 Error 1 Error Initializing Object Obtain Setup and Event Log Files, Computer Configuration and contact Development 3808 Error 1 Error Terminating Object Obtain Setup and Event Log Files, Computer Configuration and contact Development 3809 n/a 0 Reserved None 3810 n/a 0 Reserved None 3811 Error 2 Invalid Debug Buffer Size Check Debug Buffer Size in cvaLocal.ini in [Logger] Section 3812 Error 2 Invalid Debug Enabled Check Debug Enabled in cvaLocal.ini in [Logger] Section 3813 Error 2 Invalid Debug Option Check Debug Option in cvaLocal.ini in [Logger] Section 3814 Error 3 Invalid Window Height Remove Window Height in cvaLocal.ini [Logger] Section
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ID Type Sev Description Resolution 3815 Error 3 Invalid Window Left Remove Window Left in cvaLocal.ini [Logger] Section 3816 Error 3 Invalid Window Top Remove Window Top in cvaLocal.ini [Logger] Section 3817 Error 3 Invalid Window Width Remove Window Width in cvaLocal.ini [Logger] Section 3818 Error 1 Unable to Delete Log File Manual Delete all (.olg/.elg) Log Files and check file/folder attributes & user permissions 3819 Error 2 Invalid Error Severity Obtain Setup and Event Log Files and contact Development 3820 Error 2 Invalid Event Command Obtain Setup and Event Log Files and contact Development Support 3821 Error 2 Invalid Event Count Active Remove Event Count Active in cvaLocal.ini in [Logger] Section 3822 Error 2 Invalid Event Count Total Remove Event Count Total in cvaLocal.ini in [Logger] Section 3823 Error 2 Invalid Event Description Obtain Setup and Event Log Files and contact Development Support 3824 Error 2 Invalid Event ID Obtain Setup and Event Log Files and contact Development Support 3825 Error 2 Invalid Event Sequence Remove Event Sequence in cvaLocal.ini in [Logger] Section. 3826 Error 2 Invalid Event Type Description Obtain Setup and Event Log Files and contact Development Support 3827 Error 2 Invalid Event Type Obtain Setup and Event Log Files and contact Development Support 3828 Error 2 Invalid File Copy Status Obtain Setup and Event Log Files and contact Development Support 3829 Error 2 Invalid File Rotation Status Manual Delete all (.olg/.elg) Log Files and check file/folder attributes & user permissions
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ID Type Sev Description Resolution 3830 Error 2 Error Flushing File Buffer Manual Delete all (.olg/.elg) Log Files and check file/folder attributes & user permissions 3831 Error 2 Error Resizing Form Obtain Setup and Event Log Files and contact Development Support 3832 Error 2 Error Unloading Form Obtain Setup and Event Log Files and contact Development Support 3833 Error 2 Error Getting Free File Number Increase value for Files= in config.sys 3834 Error 2 Error Getting Full Event Pathname Check path assignments in cvaLocal.ini 3835 Error 2 Error Getting Full Overflow Pathname Check path assignments in cvaLocal.ini 3836 Error 1 Error Getting CVA Root Directory Check path assignments in cvaLocal.ini 3837 Error 1 Error Getting Drive Type Check Drive Info where \cva\logs reside - Check for CDROM 3838 Error 1 Error Getting File Extension Manual Delete or rename all (.olg/.elg) Log Files and check CentreVu Agent file/folder attributes & user permissions. Check path assignments in cvaLocal.ini 3839 Error 1 Error Getting Filename Check Filename in [Logger] Section in cvaLocal.ini 3840 Error 1 Error Getting Free Diskspace Check Diskspace and Drive Configuration 3841 Error 2 Error Getting INI Setting Check cvaLocal.ini [Logger] INI settings 3842 Error 2 Error Setting INI Setting Check file attributes of cvaLocal.ini 3843 Error 1 Error Getting Log Directory Check if [Windows]\cva\logs directory exists. Reinstall if missing
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ID Type Sev Description Resolution 3844 Error 1 Error Getting Log Filename Check if LocalPath is defined in the [cva] section of cvaLocal.ini 3845 Error 1 Error Getting Local Log Pathname Check if LocalPath is defined in the [cva] section of cvaLocal.ini 3846 Error 1 Error Getting Log Pathname Check if [Windows]\cva\logs directory exists. Create if missing. 3847 n/a 0 Reserved None 3848 n/a 0 Reserved None 3849 n/a 0 Reserved None 3850 Error 1 Error Getting Resource Item Check Memory Utilization 3851 Error 1 Error Getting UNC Name Check if LocalPath is defined in the [cva] section of cvaLocal.ini 3852 Info 0 CentreVu Agent Debug Window Hidden None 3853 Error 2 Error Getting Full INI Pathname Check if LocalPath is defined in the [cva] section of cvaLocal.ini 3854 Error 1 Error Checking UNC Name Check if LocalPath is defined in the [cva] section of cvaLocal.ini 3855 Info 0 Log Rotation Completed None 3856 n/a 0 Reserved None 3857 n/a 0 Reserved None 3858 n/a 0 Reserved None 3859 Error 1 Error Setting Log Drive Check if LocalPath is defined in the [cva] section of cvaLocal.ini 3860 Error 1 Invalid Log Filename Check LogFileName is defined correctly in [Logger] section of cvaLocal.ini 3861 n/a 0 Reserved None
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ID Type Sev Description Resolution 3862 Info 0 Log File Rotation Started None 3863 n/a 0 Reserved None 3864 Error 2 Invalid Last Sequence Check LastSequence is defined correctly in [Logger] section of cvaLocal.ini 3865 Error 2 Invalid Max Events Setting Check MaxEvents is defined correctly in [Logger] section of cvaLocal.ini 3866 Error 2 Invalid Min Events Setting Check MinEvents is defined correctly in [Logger] section of cvaLocal.ini 3867 Error 2 Invalid Mode Setting Obtain Setup and Event Log Files and contact Development Support 3868 Error 2 Invalid Module Setting Obtain Setup and Event Log Files and contact Development Support 3869 Error 2 Invalid Module Name Setting Obtain Setup and Event Log Files and contact Development Support 3870 Error 2 Invalid MessageTimeout Setting Obtain Setup and Event Log Files and contact Development Support 3871 Error 2 Cannot Run Event Logger Directly Advise User not to attempt to run Event Logger program as it is dependent on the callbar for startup. 3872 Error 2 Unable to Open Event Log File Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs
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ID Type Sev Description Resolution 3873 Error 2 Invalid Overflow Check Overflow is defined correctly in [Logger] section of cvaLocal.ini 3874 Error 2 Invalid Pathname Check if LocalPath is defined in the [cva] section of cvaLocal.ini. Reinstall CentreVu Agent 3875 Error 2 Invalid Phone Extension Obtain Setup and Event Log Files and contact Development Support 3876 Error 2 Error Processing Log Event Reinstall CentreVu Agent 3877 Error 2 Error Processing LogSys Event Reinstall CentreVu Agent 3878 Error 1 Error Registering Window Message Reinstall CentreVu Agent 3879 Error 2 Error Removing File Extension Check if LocalPath is defined in the [cva] section of cvaLocal.ini. Reinstall CentreVu Agent 3880 Error 2 Unable to Rename Log File Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3881 n/a 0 Reserved None 3882 Error 2 Invalid Require Log Rotation Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3883 Error 2 Error Resizing Form Obtain Setup and Event Log Files and contact Development Support 3884 Error 2 Unable to Rotate Log Files Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3885 n/a 0 Reserved None 3886 n/a 0 Reserved None 3887 n/a 0 Reserved None
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ID Type Sev Description Resolution 3888 Error 2 Error Sending Event Reinstall CentreVu Agent 3889 Error 2 Error Setting Grid Index Reinstall CentreVu Agent 3890 Error 2 Error Setting Debug Window Reinstall CentreVu Agent 3891 Error 2 Invalid Source Position Obtain Setup and Event Log Files and contact Development Support 3892 Info 0 Event Logger Shutdown None 3893 Info 0 CentreVu Agent Debug Window Visible None 3894 Error 2 Invalid Startup Obtain Setup and Event Log Files and contact Development Support 3895 Info 0 Event Logger Startup None 3896 Error 2 Invalid Status Reinstall CentreVu Agent 3897 Error 2 Error Stripping Terminator Obtain Setup and Event Log Files and contact Development Support 3898 Error 2 Invalid Threshold Obtain Setup and Event Log Files and contact Development Support 3899 Error 1 Error Validating Drive Type Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs
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ID Type Sev Description Resolution 3901 Error 1 Error Validating Drive Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3902 Error 2 Window Message Error Reinstall CentreVu Agent 3903 Error 2 Write Access Error Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3904 Error 2 Unable to Write to Event Log File Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3905 Error 2 Error Getting Max Component Len Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3906 Info 0 Event Logger Startup Register Request - Use None Count = n 3907 Error 2 Error Enabling IO Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3908 Error 1 Error Creating Log File. Check LocalPath entry Check LocalPath entry in in cvaLocal.ini file and directory attributes for cvaLocal.ini file and directory [windows]\cva\logs. attributes for [windows]\cva\logs
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ID Type Sev Description Resolution 3909 Error 1 Error Setting Log File Attribute Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3910 Error 1 Error Writing CentreVu Agent Release Version Check if LocalPath is defined in Information the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3911 Info 0 Reserved Reserved 3912 Error 2 Invalid Release Version Format Obtain Setup and Event Log Files and contact Development Support 3913 Error 1 Invalid DOS Filename Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3914 Error 1 Invalid DOS Name Only Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3915 n/a 0 Reserved None 3916 Error 2 Error Deleting Log File Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3917 Error 2 Error Moving Log File Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs
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ID Type Sev Description Resolution 3918 Error 2 Error Renaming Log File Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3919 Error 2 Error Sending Log File to Recycle Bin Remove RecycleLogs Entry in [Logger] section of cvaLocal.ini 3920 Error 2 Error Mapping Logical Drive Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3921 n/a 0 Reserved None 3922 Error 3 Using a Default Log Filename Assignment of Computer Name has not defined. Log files will be defaulted to cva.elg & cva.olg. 3923 Error 1 Problem Starting Event Log. Aborting... Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3924 n/a 0 Reserved None 3925 Info 0 Module Requested Event Logger Shutdown - Use None Count = %1 3926 Info 0 Refresh of Logger INI Setting Requested None
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ID Type Sev Description Resolution 3927 Error 2 Error Processing Internal Event Reinstall CentreVu Agent 3928 Error 2 Error Updating Debug Window Reinstall CentreVu Agent 3929 Error 1 Error Detecting Direct Run Advise User not to attempt to run Event Logger program as it is dependent on the callbar for startup. 3930 Error 2 Error Detecting Cva Start Run Advise User not to attempt to run Event Logger program as it is dependent on the callbar for startup. 3931 Error 2 Error Getting Binary Pathname Check if LocalBinPath is correctly defined. This path should not contain “\bin” and only point to the root Cva executable folder. 3932 Error 2 Error Writing Integer INI Entry Check file attributes of cvaLocal.ini 3933 Error 2 Error Getting Binary Directory Check if LocalBinPath is correctly defined. This path should not contain “\bin” and only point to the root Cva executable folder. 3934 Error 2 Error Getting Central Pathname Check LocalBinPath and LocalPath in cvaLocal.ini 3935 Error 2 Invalid Hwnd Reinstall CentreVu Agent 3936 Error 2 Error Flushing File Buffer Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3937 n/a 0 Reserved None 3938 n/a 0 Reserved None
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ID Type Sev Description Resolution 3939 Error 2 Error Getting Global Log Directory Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3940 n/a 0 Reserved None 3941 n/a 0 Reserved None 3942 Error 2 Error Getting Short Pathname Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs 3943 Error 2 Fatal Error Running Event Log Reinstall CentreVu Agent 3944 n/a 0 Reserved None 3945 n/a 0 Reserved None
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ID Type Sev Description Resolution 3946 Error 2 Insufficient Diskspace Available for Creating Log Advise User to Empty Recycle File Bin/Free up diskspace for drive which has [Windows]\cva. Restart Windows. 3947 Error 3 Warning - Low Diskspace Available for Creating Advise User to Empty Recycle Log File Bin/Free up diskspace for drive which has [Windows]\cva 3948 n/a 0 Reserved None 3950 n/a 0 Reserved None 3951 Error 2 Error Initializing Event Log Reinstall CentreVu Agent 3952 Error 2 Error Getting INI Entry Value Reinstall CentreVu Agent 3953 n/a 0 Reserved None 3954 n/a 0 Reserved None 3963 Error 2 Invalid Adminstration Label Obtain Setup and Event Log Files and contact Development Support 3964 Error 2 Invalid Error Text Obtain Setup and Event Log Files and contact Development Support 3965 Error 2 Invalid Info Text Obtain Setup and Event Log Files and contact Development Support 3967 Error 2 Error Message Box Enabled Obtain Setup and Event Log Files and contact Development Support 3969 Error 2 Error Saving INI Setting Reinstall CentreVu Agent 3970 n/a 0 Reserved None 3971 Error 2 Error Updating INI File Reinstall CentreVu Agent 3972 Error 2 Error Getting Max Component Length Reinstall CentreVu Agent 3973 Error 2 Error Sending Log to Recycle Bin Remove RecycleLogs Entry in [Logger] section of cvaLocal.ini 3974 Error 2 Error Flushing Log File Buffer Check if LocalPath is defined in the [cva] section of cvaLocal.ini and folder attributes and user permissions for (Writeable) [Windows]\cva\logs
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ID Type Sev Description Resolution 3976 Error 2 Error Getting INI Full Pathname Check if LocalPath and LocalBinPath is defined in the [cva] section of cvaLocal.ini 3977 Error 2 Error Getting String Entry Obtain Setup and Event Log Files and contact Development Support 3978 Error 2 Error Getting Source Position Obtain Setup and Event Log Files and contact Development Support 3979 Error 2 Error Parsing Resource String Obtain Setup and Event Log Files and contact Development Support 3980 n/a 0 Reserved None 3981 n/a 0 Reserved None 3982 Error 2 Drive Assigned to a CDROM Drive Check Drive for LocalPath in [cva] section of cvaLocal.ini 3983 Error 2 Drive Assigned to a RAM Drive Check Drive for LocalPath in [cva] section of cvaLocal.ini 3984 Info 0 Drive Assigned to an Unknown Drive Type None 3985 Info 0 Windows Shutdown while CentreVu Agent Active None 3986 Info 0 Query Windows Shutdown while CentreVu Agent None Active 3987 Info 0 Query Windows Logout while CentreVu Agent None Active 3988 n/a 0 Reserved None 3989 n/a 0 Reserved None 3990 n/a 0 Reserved None 3991 Error 2 Error Reseting Menu Options Reset Menu Items 3992 Error 2 Error Setting Message Box Hwnd Error Obtain Setup and Event Log Files and contact Development Support 3993 Error 2 Error Setting Message Box Obtain Setup and Event Log Files and contact Development Support
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ID Type Sev Description Resolution 3994 Error 2 Error Setting Message Box Style Obtain Setup and Event Log Files and contact Development Support 3995 Error 2 Error Setting Message Box Title Obtain Setup and Event Log Files and contact Development Support 3996 Error 2 Error Showing Message Box Modal Obtain Setup and Event Log Files and contact Development Support 3997 Error 2 Error Filling Missing Parameters From Properties Obtain Setup and Event Log Files and contact Development Support 3998 Error 2 Log Enabled Error Check cvaLocal.ini in [Logger] section for valid LogEnabled setting 3999 Error 2 Active File Open Error Instruct user to shutdown any application (notepad) viewing log files. Restart CentreVu Agent
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5.5.2 Callbar, Announcements, Download Phone Data Event IDs and Descriptions (8200 thru 8599)
ID Type Sev Obsolete Event Description Description/Resolution 8200 Admin N/A No Successfully connected to Event The event log process has started, and Log. CVA has successfully registered as a client. 8201 Admin N/A No Application session ended. CVA has successfully disconnected from the event log upon shutdown. 8202 Info N/A No Task completed in number Shows time elapsed during a certain milliseconds. performance-critical operation. Only written to the log if the ‘Profiling’ entry in the ‘cva’ section of CVALOCAL.INI is set to 1. 8203 Admin N/A No TAPI was initialized CVA has successfully connected to successfully. the telephony subsystem. 8204 N/A N/A Yes Obsolete - Not Referenced None 8205 N/A N/A Yes Obsolete - Not Referenced None 8206 N/A N/A Yes Obsolete - Not Referenced None 8207 N/A N/A Yes Obsolete - Not Referenced None 8208 N/A N/A Yes Obsolete - Not Referenced None 8209 N/A N/A Yes Obsolete - Not Referenced None 8210 N/A N/A Yes Obsolete - Not Referenced None 8211 N/A N/A Yes Obsolete - Not Referenced None 8212 Info N/A No LINE_REQ_END: TAPI Indicates the successful completion of request number succeeded the telephony request indicated by number. Find the log message for the request (event ID #8217) to see which TAPI function call succeeded. 8213 Admin N/A No Could not load the PASTE file The PASTE.DAT file located in from disk; requesting PASTE \WINDOWS\CVA either does not download. exists or is corrupted; this situation usually exists on first CVA startup. The user will be prompted for permission to download phone data (PASTE data) at this time.
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ID Type Sev Obsolete Event Description Description/Resolution 8214 Admin N/A No Attempting to read PASTE data CVA will now attempt to open and from file. read the PASTER.DAT file 8215 Admin N/A No Attempting to download PASTE A phone data download of PASTE data from the switch. data from the switch has been requested by the user (either at startup or through the menu item), and the download will now begin. 8216 Admin N/A No Canceling PASTE download The user has chosen to cancel the current phone data download of PASTE data by selecting the ‘Cancel’ button. 8217 Info N/A No REQ_BEGIN: function returned CVA called the TAPI function Request ID number indicated by function, and the function’s return code indicated that TAPI will send an asynchronous message with a success/failure code for the call. Check the log for the returned success/failure code message (event ID 8212, 8224, 8229, or 8230) for the result of the function call. 8218 Admin N/A No Connection to telephone TAPI has indicated that the link to established. the telephone is operational. 8219 Admin N/A No Successfully initialized the CVA has successfully detected the CALLMASTER VI voice- Callmaster VI voice chip. recorder. 8220 Admin N/A No Successfully de-initialized the The date/time upon which CVA was CALLMASTER VI voice- launched recorder. 8221 Admin N/A No CVA started on datestring After a phone data download of PASTE data, CVA has detected that some switch translation data has changed. number indicates the type of data that changed. 8222 Admin N/A No PASTE data changed; returned None section(s) = number 8223 N/A N/A Yes Obsolete - Not Referenced None
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ID Type Sev Obsolete Event Description Description/Resolution 8224 Admin N/A No Attempt to load data from file An attempt to load Labelxxx.txt [dir\filename] with exception (xxx=language code) was code number. unsuccessful. This file is created at runtime if it does not exist. 8225 Info N/A No LINE_REQ_END: TAPI An asynchronous TAPI function call request number failed with error has failed, which could lead to errant code code behavior in CVA. Find the log message for the request indicated by number (event ID #8217) to see which TAPI function call failed. 8226 N/A N/A Yes Obsolete - Not Referenced None 8227 Info N/A No Call to function busied out on TAPI has indicated that a function attempt number - attempting call has failed because TAPI was too retry. busy to process the request, and the function will be called again. If this message appears often, this may indicate that the PC is running other programs which use disproportionate CPU time. 8228 Admin N/A No Invalid map string encountered: The LABELxxx.MAP file in string. \WINDOWS\CVA contains a line which is formatted incorrectly. The line will be ignored by CVA, but this problem should be corrected to avoid confusion. 8229 Info N/A No PHONE_REQ_END: TAPI Indicates the successful completion of request number succeeded the telephony request indicated by number. Find the log message for the request (event ID #8217) to see which TAPI function call succeeded. 8230 Info N/A No PHONE_REQ_END: TAPI An asynchronous TAPI function call request number failed with error has failed, which could lead to errant code code behavior in CVA. Find the log message for the request indicated by number (event ID #8217) to see which TAPI function call failed. 8231 N/A N/A Yes Obsolete - Not Referenced None 8232 N/A N/A Yes Obsolete - Not Referenced None
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ID Type Sev Obsolete Event Description Description/Resolution 8233 Admin N/A No Connection to telephone lost. Not Referenced In Release Version 8234 Info N/A No LINE_REQ_END: TAPI Indicates that a TAPI Line Request request number succeeded. was successfully processed
ID Type Sev Obsolete Event Description Description/Resolution 8400 None N/A Yes lineInitialize failed with error Not Referenced In Release Version code code 8401 Error 2 No TAPI Error: function failed with A synchronous call to the TAPI error code code function indicated by function failed. The error code of the failure is indicated by code. 8402 Error 1 No Could not create the main This message indicates a shortage of application window; exiting. system resources or memory. Low resources are an extremely uncommon condition under Win95, and resources are not an issue under WinNT, so memory shortage is most suspect. Shut down some applications and try again. 8403 Error 3 No Could not find a suitable TAPI This indicates that the TAPI Service line device; exiting. Provider software is incorrectly configured or not installed. Uninstall and reinstall CVA, then try again. 8404 Error 3 No Could not find a suitable TAPI This indicates that the TAPI Service phone device; exiting. Provider software is incorrectly configured or not installed. Uninstall and reinstall CVA, then try again. 8405 Error 1 No Could not find the CComboBox This error indicates severe internal associated with the software problems, and could prevent CCallbarCombo object. the placement of calls. 8406 Error 3 No Could not find the object with This error indicates internal software ID=number. problems, and could interfere with normal phone operation. 8407 Error 3 No Could not find the button ID for The data used by the TAPI service Function=number and provider is out of date or corrupted. Index=number Download phone data, restart Windows, and try again. 8408 Error 3 No Could not allocate memory. This message indicates a shortage of system memory. Shut down some applications and try again.
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ID Type Sev Obsolete Event Description Description/Resolution 8409 Error 3 No The phone device caps structure The data used by the TAPI service contains no button information; provider is out of date or corrupted. no TAPI button information will Download phone data, restart work properly. Windows, and try again. 8410 Error 3 No Timed out waiting for TAPI A general error has occurred in initialization. starting the TAPI Service Provider software. Check the connection from the PC to the phone, check the connection from the phone to the switch, and perform a phone self-test. If there are problems in any of these areas, correct them and try again. 8411 Error 2 No Could not remove a CIP; the An internal software inconsistency CIP for HCALL number was not has occurred. Restart CVA. found. 8412 Error 3 No Phone Caps pointer is NULL; An internal software inconsistency no phone information available. has occurred. Restart CVA. 8413 Error 2 No The file PASTER.DLL could The PASTER.DLL executable file not be loaded so phone data will was not found in the CVA binary be unavailable. directory, so no phone data is available. Uninstall and reinstall CVA, then try again. 8414 N/A N/A Yes Obsolete - Not Referenced None 8415 Error 3 No Invalid lock count when An internal software inconsistency releasing PASTER DLL: has occurred. Restart CVA. number 8416 Error & 2 or No PASTER execution error An error occurred while performing a Info 3 or number: errorstring task related to phone configuration 0 data from the switch. Errorstring indicates the type of error that occurred. 8417 Error 2 No Failed to open the voice- The Callmaster VI voice recorder is recorder device. missing or corrupted. Replace the Callmaster VI and try again. 8418 N/A N/A Yes Obsolete - Not Referenced None 8419 N/A N/A Yes Obsolete - Not Referenced None 8420 Error 3 No The CALLMASTER VI device CVA has detected that the Callmaster has been changed with a new VI has been replaced. one. New device ID: number 8421 N/A N/A Yes Obsolete - Not Referenced None 8422 N/A N/A Yes Obsolete - Not Referenced None
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ID Type Sev Obsolete Event Description Description/Resolution 8423 Error 3 No Failure on loading the voice- An error occurred when CVA data table. Reason code: number attempted to read the GREETING.TBL file in \WINDOWS\CVA. The file is missing, corrupted, or blocked through system-level user permissions. 8424 Error 3 No Failure on saving the voice-data An error occurred when CVA table. Reason code: number. attempted to write the GREETING.TBL file in \WINDOWS\CVA. The file is read- only, corrupted, or blocked through system-level user permissions. 8425 Error 2 No Failed to play an announcement. CVA could not play an Reason code: number announcement. This may indicate that the Callmaster VI is damaged; replace the Callmaster VI and try again. 8426 Error 2 No Failed to record an CVA could not play an announcement. Reason code: announcement. This may indicate number that the Callmaster VI is damaged; replace the Callmaster VI and try again. 8427 N/A N/A Yes Obsolete - Not Referenced None 8428 Error 2 No Failed to stop recording or The TAPI Service Provider could not playback. Reason code: number. stop a voice chip operation. This may indicate that the Callmaster VI is damaged; replace the Callmaster VI and try again. 8429 Error 2 No Failed to erase an The TAPI Service Provider could not announcement. Reason code: stop a voice chip operation. This may number. indicate that the Callmaster VI is damaged; replace the Callmaster VI and try again. 8430 Error 3 No Cannot play an empty An attempt was made to play an announcement. Reason code: announcement which had no entry in number. the GREETING.TBL file. This indicates an internal software inconsistency; restart CVA and try again.
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ID Type Sev Obsolete Event Description Description/Resolution 8431 Error 3 No Cannot find and play an CVA could not play the specified announcement administered as announcement on an incoming call. 'play-on-answer'. Error code: This may indicate that the Callmaster number. VI is damaged; replace the Callmaster VI and try again. 8432 Error 2 No Call to function busied out on TAPI has indicated that a function last attempt (number) - failing call has failed because TAPI was too function call. busy to process the request, and the function will not be called again. If this message appears often, this may indicate that the PC is running other programs which use disproportionate CPU time. 8433 N/A N/A Yes Obsolete - Not Referenced None 8434 N/A N/A Yes Obsolete - Not Referenced None 8435 Error 3 No Failed to read the desktop CVA could not read the positions of configuration from the .INI file. callbars from the CVALOCAL.INI file. This indicates that the file does not exist, the file is corrupted, or the current user is not permitted to view the file. 8436 Error 3 No Failed to write the desktop CVA could not write the positions of configuration to the .INI file. callbars to the CVALOCAL.INI file. This indicates that the file is read- only, the file is corrupted, or the current user is not permitted to write the file. 8437 Error 3 No DEALLOC: Failed to deallocate An internal software error has HCALL number occurred; restart CVA. 8438 Error 2 No OnCallbarButton received the An internal software error has invalid CIP state number. occurred; restart CVA. 8439 Error 3 No Failed to open CVA version CVA encountered an error in registry key. Key could not be checking for a consistent registry read or it's missing. version number. Uninstall and reinstall CVA, then try again.
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ID Type Sev Obsolete Event Description Description/Resolution 8440 Error 3 No Failed to query the data value of CVA encountered an error in the CVA version registry key. checking for a consistent registry Check the registry. version number. Uninstall and reinstall CVA, then try again. 8441 Error 3 No Failed to close the handle of the CVA encountered an error attempting CVA version registry key. to disengage the registry. 8442 Error 3 No Version Mismatch Detected: CVA has detected that the version of Running CVA is version, the software running is different from Installed CVA is version version the version of the latest installed version of the software on this machine. In network installations, this may indicate that setup should be run on this computer to catch it up with an already-upgraded shared installation.
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6. SYSTEM REQUIREMENTS AND PERFORMANCE This section discusses the minimum hardware and software requirements for running the CentreVu Agent. It also mentions suggested requirements which are viewed as the minimum platform the end user would be happy with as far as performance and response times are concerned.
6.1 Minimum PC Hardware Requirements The recommended and minimum PC configurations to support Version 1.1 of CentreVu Agent are the same as Version 1.0i. They are reiterated below for the convenience of the reader. A PC running CentreVu Agent software on a Windows 95 or Windows NT 4.0 Workstation platform must meet the following minimum requirements: • Intel 486-66 MHz CPU (Intel Pentium 100MHz or better recommended) • 16 Mbytes RAM (32 Mbytes recommended) for Windows 95 • 32 Mbytes RAM for Windows NT • 10 Mbytes free disk space (if CentreVu Agent is to be installed locally) • 10 Mbytes additional free disk space needed during the install process Customers who load localized versions of CentreVu Agent with or without online help will need more disk space than will customers loading only the English version of Agent. Each non-English language of CentreVu Agent that is loaded will require additional disk space. Therefore, an Agent PC with three languages of Agent will require more disk space than an Agent PC with only one language of CentreVu Agent. Source: CentreVu Agent Version 1.1 Technical Prospectus and Requirements/Visual Feature: COMPAS ID 60424
6.2 Software Requirements
6.2.1 Minimum Operating System Requirements Microsoft Windows 95 Microsoft Windows NT 4.0
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7. WIRING AND CABLING
7.1 Serial connection
7.1.1 Callmaster VI 9-pin connector pinout
Table 33 Callmaster VI 9-pin connector pinout Pin EIA CCITT Description Direction Designation Designation 1 CF (RLSD) 109 Received Line Signal Detector Output 2 BB (RD) 104 Received Data Output 3 BA (SD) 103 Transmitted Data Input 4 CD (DTR) 108/2 DTE Ready Input 5 AB (SG) 102 Signal Ground Common 6 CC (DSR) 107 DCE Ready Output 7 CA (RTS) 105 Request to Send Input 8 CB (CTS) 106 Clear to Send Output 9 CE (RI) 125 No Connection NA
7.1.2 Cabling for 25-pin to 9-pin conversion The following sequence shows the gender connections necessary to connect a 25-pin PC serial port to the Callmaster VI using the serial cable shipped with the Callmaster VI. The 25-to-9-pin converter (#2) is not provided with the Callmaster VI, and must be supplied by the customer. Note: the 25-pin male COM (serial) port PC connector should not be confused with the 25-pin female LPT (parallel) port PC connector used for attaching a local printer. 1) PC: 25-pin male 2) Converter: 25-pin female to 9-pin male 3) Cable: 9-pin female to 9-pin male 4) CM VI: 9-pin female
7.2 DCP Connection (2-wire vs. 4-wire) The Callmaster VI requires a 2-wire DCP connection, it will not operate on a 4-wire DCP connection. The following table shows which circuit packs support 2-wire and 4-wire DCP, and which type of connection can be used by the various Callmaster sets.
Table 34 - DCP Connections Wiring Terminal Circuit Pack 2-wire DCP Callmaster III, VI TN2224, TN2181 4-wire DCP Callmaster II, III TN754B
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8. PC TROUBLESHOOTING This section addresses many of the general PC problems which may be encountered while installing and running the CentreVu Agent. It also discusses troubleshooting methods and tools available for measuring system performance, and memory usage. For information on troubleshooting problems specific to CentreVu Agent, see section 9.
8.1 Interrupt Request and Communication Port Conflicts
8.1.1 COM Port Conflict Overview Serial ports (sometimes referenced as communications ports or COM ports) are the hardware interfaces used to allow your PC’s microprocessor to communicate with peripheral devices using a communications standard called RS-232 (serial ports are sometimes referred to as RS-232 ports). Common computer accessories such as serial mice, printers, modems, etc. make use of serial ports. Serial port interfaces on a PC are uniquely identified by specific device names: COM1, COM2 (serial communications port 1 and 2 respectively). A PC may have none, some, or all of these interfaces. Most of the current computer configurations are installed with (COM1 and COM2) generally integrated with the computer’s motherboard. Installing addition serial ports is generally accomplished by purchasing an add-on card and installing it into a free expansion slot.
8.1.2 Common Sources of COM Port and IRQ Conflicts External COM Ports (COM1 and COM2) and internal serial interface cards are the most common source of COM Port or IRQ conflicts. Soundcards, SCSI cards, pre-installed modems, or other peripherals on the user system can conflict with Callmaster VI. Soundcards are likely to be the source of the conflict because frequently they can use up to three IRQs, depending on the card. Sound cards, network cards, SCSI/IDE and other serial interface cards use COM Ports and IRQs. The end-user may have installed on their PC such a card in their computer’s expansion slot to run an external hard dirve, or CD-ROM, or possibly connected to their network. In addition, some video cards also use an IRQ. The main issue to watch out for with video cards is that plenty of them share COM4 memory address space. This can cause a conflict if an attempt is made to move their existing modem configuration from COM2 to COM4 in order to avoid a conflict with CentreVu Agent.
8.1.3 External COM Ports In most cases, the end-user will have a computer with two external COM Ports (COM1 and COM2). If the end- user is using the external COM2 connector to the Callmaster VI, and also has an internal modem using COM2, a conflict is likely to occur with the user’s terminal emulation application and CentreVu Agent.
8.1.4 Microsoft Diagnostics Microsoft Diagnostics is an application generally included in most versions of MS-DOS. This application can provide information what is installed on each COM Port and IRQ. At the DOS prompt type MSD or on Windows NT type WINMSD. This information can be obtained by examining the IRQ Status and COM Ports settings. If COM3 or COM4 is available, it will be labeled N/A. It is advisable not to move the user internal modem to COM4 due to potential graphics card conflicts mentioned earlier.
8.1.5 IRQ Shuffling It maybe necessary to modify the IRQ setting on an external expansion card to free an IRQ. For example, a sound card using IRQ5 could be reinstalled to use IRQ11. This would free IRQ5 for use of the user’s internal modem. Note: Generally most serial devices are incapable of operating at IRQs above 7.
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8.1.6 Possible Solutions to IRQ Conflicts Solution 1: Configure serial devices to be used only two at any one time and have these two devices assigned to unique IRQs This is the simplest solution to the IRQ conflict problem, but it does not solve the underlying conflict. The idea here is to set your peripheral devices to your available serial ports in a way as to avoid the situation that either device is in use at the same time. For example, if there was a serial mouse configured to use COM1 (IRQ4), an internal modem on COM2 (IRQ3) and the Callmaster VI on COM3(IRQ4), the user could not effectively use CentreVu Agent which is in conflict with the serial mouse while CentreVu Agent is in use. A better configuration maybe to move the COM Port assignment to COM4 (IRQ3), which would then could be safely used with the serial mouse. In this configuration, the solution is to avoid trying to use the modem at the same time as the modem on COM2, since the conflict now would be over (IRQ3) (COM2 and COM4). Solution 2: Replace one or more of the serial peripherals with equivalent devices that do not require the use of a serial port. The idea here is to eliminate the conflict by reducing the number of peripherals on the user’s PC that require serial ports. An example of this would be replacing a serial mouse with a bus mouse (that is a mouse that requires it own add-on card) which in turn would make another serial port available for use by another device. Other solution maybe to convert a serial printer to using a parallel printer port. Solution 3: If the serial port hardware allows selection of IRQs other than the default ones (IRQ3 and IRQ4), make use of one or more unused IRQ on the system to assign to each COM port to a unique IRQ. This last solution is generally not possible due the the fact that these serial ports are hardwired and cannot be changed. However, most add-on cards containing serial ports permit changing the IRQs assigned to them but are generally limited to assigning only to IRQ3 and IRQ4. For example, an internal modem card will typically have jumpers or dip switches that permit you to set the serial interface on the card to be COM1 thru COM4, but the I/O addresses and IRQs associated with each of these configurations are usually fixed to the settings in the table. Some serial port add-on cards do permit you to select IRQs other than 3 and 4 (additional choices are often IRQ2 and IRQ5). If the serial port hardware provides this flexibility - and at least one of the IRQ numbers are available as an option is currently unused, if is possible to solve the IRQ conflict directly. For example, making the necessary changes to the card (such as adding/removing jumpers or changing dip switch settings), use to IRQ5 than IRQ4 for COM3 serial port. This can be accomplished by selecting Settings…Control Panel…Double clicking the System icon…Clicking the Device Manager Tab… Clicking on Ports (COM and LPT)…Clicking on the desired Communication Port…Clicking the Properties button…Clicking the Resource Tab and then changing the Interrupt Request value. If attempting this solution, be certain that an IRQ that is in use by some other device in the system is not selected. Doing this will only trade one type of IRQ conflict with another. Be aware that many add-on cards use IRQs, such as soundcards, network cards, internal modems. Be sure to consult hardware manuals for both the PC and add-on cards before determining which IRQs to reassign.
8.1.7 What User Might See If OCX/DLL Conflicts Exist If OCX/DLL conflicts are occurring, the user may be experiencing General Protection Faults or may be seeing messages similar to “Invalid Property or Error Loading from File”, etc. The PC system may also just “lock up” with no additional information or user may not see the application startup properly.
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8.2 PC Performance Problems
8.2.1 Lack of DOS Conventional Memory Lack of available DOS conventional memory is a common problem when Windows applications fail to launch due to an “Insufficient Memory” error. It can also be a problem for OCX’s and DLL’s which allocate DOS memory resources when they are initialized and loaded into memory. If system running it is very low on DOS conventional memory before CentreVu Agent is started then CentreVu Agent may fail to start up. The amount of free DOS conventional memory before Windows is started should be greater than or equal to 580K. 8.2.1.1 Determining Amount of Available DOS Conventional Memory
8.2.1.1.1 MS-DOS (Microsoft)
If a system running CentreVu Agent is low on DOS memory, look for the following: 1. Run the MEM command and view the current memory configuration. 2. Look for device drivers loaded from CONFIG.SYS that are not really being used and can be removed. (i.e. INTERLNK.EXE, ANSI.SYS). 3. Look for “Terminate Stay Resident” programs loaded from CONFIG.SYS or AUTOEXEC.BAT that are not needed an can be removed (i.e. DOSKEY.COM, GRAPHICS.COM). 4. Make sure that available DOS conventional memory is as close to 600k free as possible. Although total free DOS memory is important, large contiguous blocks of memory are very necessary. The best place to get this is in the first 640K of conventional memory.
8.2.2 DOS Memory After Windows is started. Many things can happen after WIN.COM is executed and Windows has completed “booting”. There may be applications started via the Windows “Startup” group or there may be “heavy” device drivers loaded when Windows starts up. The point is that there may not be 580k of DOS conventional memory left after Windows is up and running. If conventional memory is low after Windows starts, then CentreVu Agent may have problems starting or running after is starts. If DOS memory is OK before starting Windows but is low after starting Windows look to see what is being started via the Windows Startup program group. Eliminate these from the Startup group (or hold down left shift key while Windows is booting) to see if this frees up DOS memory. If this doesn’t then it might be a DOS hungry device driver being loaded when windows starts. This type of problem may be difficult to troubleshoot. What needs to be done at this point is to run a utility such as Microsoft’s HEAPWALK.EXE utility. This utility scans all Windows memory and reports which is used and which is free. The most important information as far as DOS memory is concerned is what application or device driver is using large blocks of FIXED DOS memory (memory addresses between 0 and 1024k). Once the offending user of DOS memory is located it may be possible to uninstall it if it is not really needed or to find an alternative or updated solution which requires much smaller amounts of DOS memory or non at all.
8.2.3 Lack of Free Hard Disk Space CentreVu Agent does not require large amounts of hard disk space to create cache files or temporary “file buffers” However, a full harddisk can create a bottleneck because of there may not be sufficient space to general an optimal swap file. Be sure to run a defragmentation utility such as DEFRAG.EXE.
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8.2.4 Check Swap File Configuration Check the Windows swap files configuration . Check Virtual Memory Settings by right-clicking on the My Computer Desktop Icon and selecting properties. Click on the Performance taband click the Virual Memory button. Verify that the “Let Windows manage my virtual memory settings (recommended)” has be selected.
8.2.5 Problems Due To Viruses Viruses typically “hook” disk and memory access routines. This can cause performance problems. Use a good virus checking package to scan for and remove viruses. Run it regularly.
8.3 Other Troubleshooting Tools These tools may not be available on all systems.
8.3.1 For determining PC hardware configurations • Microsoft MSD which is supplied with all versions of Windows 3.x and does not ship Win95/NT • Windows 95: Control Panel / System shows all known system devices and the resources they use (i.e. Port I/O, DMA, IRQ, Shared Memory). • Windows NT: WINMSD.EXE in the Windows NT SYSTEM32 subfolder. Shows all known system devices and the resources they use (i.e. Port I/O, DMA, IRQ, Shared Memory).
8.3.2 For measuring memory usage • Norton SYSWATCH from the Norton Utilities (Symantec). • Microsoft MSD which is supplied with all versions of Windows 3.X. This utility CAN’T measure memory resource usage under Windows. It must be run while not in Windows. • Microsoft’s HEAPWALK.EXE utility. • Microsoft SYSMON.EXE utility generally located in the Windows folder.
8.3.3 For Measuring Windows Performance • WINTUNE 95 available from http://www.winmag.com
8.3.4 Virus Scanning And Removal • MS-DOS Supplied antivirus utility. May be able to detect but not remove a virus. • PC-DOS Supplied antivirus utility. May be able to detect but not remove a virus. • McAfee Viruscan. Supplies updated virus signature database frequently. • Norton Antivirus.
8.3.5 For Determining File Version Information • Right click on a CentreVu Agent binary and select properties from the pop-up menu. Click on the version tab to view the file version information.
8.3.6 Using MSD.EXE MSD.EXE is Microsoft supplied utility which is installed during the setup of MS-DOS 5.X, MSDOS 6.X. It is also installed during the setup of Windows 3.1 however, IT IS NOT supplied with Windows 95 or Windows NT.
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After obtaining a copy of MSD.EXE, RUN IT WHILE NOT IN WINDOWS. When executed, MSD.EXE shows an option screen similar to the following: File Utilities Help
______Computer... _ American Megatrend Disk Drives... _ A: B: C: ______486DX ______Memory... _ 640K, 15360K Ext, LPT Ports... _ 1 ______1024K XMS ______Video... _ VGA, Paradise COM Ports... _ 2 ______Paradise ______Network... _ No Network IRQ Status... ______OS Version... _ MS-DOS Version 6.22 TSR Programs... ______Windows 3.10 ______Mouse... _ Serial Mouse Device Drivers... ______Other Adapters... _ Game Adapter ______
Press ALT for menu, or press highlighted letter, or F3 to quit MSD.
8.3.6.1 Using MSD to Check Memory Configurations Within the MSD .EXE utility select the Memory… option. A screen similar to the following will be displayed:
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File Utilities Help +------Memory ------+ ___¦ Legend: Available " " RAM "__" ROM "__" Possibly Available "··" ¦ ¦ EMS Page Frame "PP" Used UMBs "UU" Free UMBs "FF" ¦ ___¦ 1024K FC00 ______FFFF Conventional Memory _¦ ___¦ F800 ______FBFF Total: 640K _¦ ¦ F400 ______F7FF Available: 604K _¦ ___¦ 960K F000 ______F3FF 619328 bytes _¦ ___¦ EC00 UUUUUUUUUUUUUUUU EFFF _¦ ¦ E800 UUUUUUUUUUUUUUUU EBFF Extended Memory _¦ ___¦ E400 UUUUUUUUUUUUUUUU E7FF Total: 15360K _¦ ___¦ 896K E000 UUUUUUUUUUUUUUUU E3FF _¦ ¦ DC00 UUUUUUUUUUUUUUUU DFFF MS-DOS Upper Memory Blocks _¦ ___¦ D800 UUUUUUUUUUUUUUUU DBFF Total UMBs: 154K _¦ ___¦ D400 UUUUUUUUUUUUUUUU D7FF Total Free UMBs: 2K _¦ ¦ 832K D000 UUUUUUUUUUUUUUUU D3FF Largest Free Block: 2K _¦ ___¦ CC00 UUUUUUUUUUUUUUUU CFFF _¦ ___¦ C800 ·····UUUUUUUUUUU CBFF XMS Information _¦ ¦ C400 ______······ C7FF XMS Version: 2.00 _¦ ___¦ 768K C000 ______C3FF Driver Version: 2.05 ¦ ___+------¦ O¦ OK _ ¦ ___¦ ______¦ +------+ Press ALT for menu, or press highlighted letter, or F3 to quit MSD.
This screen shows the memory configuration of the system. The total memory of the system can be calculated by adding 1 megabyte to the value shown for “Extended Memory Total” this amount can be a little less than the actual amount of memory in the system. Just round up to the next megabyte boundary. This screen also shows the amount of available DOS conventional memory. Look at the value under “DOS Conventional Memory Available:”. The number of 1024 byte blocks as well as the actual number of bytes is shown. The number of 1024 byte blocks should always be in the high 500’s or over 600. It this is not true look at the section: “MS-DOS Upper Memory Blocks”. They can be enabled also by manually configuring the EMM386.EXE setting in the CONFIG.SYS file and using DEVICEHIGH and LOADHIGH commands in the CONFIG.SYS and AUTOEXEC.BAT files. Thorough knowledge of these commands is required before attempting manual configuration. 8.3.6.2 Using MSD to Check Serial Communications Ports Within the MSD.EXE utility select the COM Ports… option a screen similar to the following appears:
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File Utilities Help
______Computer... _ American Megatrend Disk Drives... _ A: B: C: ______------COM Ports ------+ _____¦ COM1: COM2: COM3: COM4: ¦ ¦ ------¦ _____¦ Port Address 03F8H 02F8H N/A N/A ¦ _____¦ Baud Rate 1200 2400 ¦ ¦ Parity None None ¦ _____¦ Data Bits 7 8 ¦ _____¦ Stop Bits 1 1 ¦ ¦ Carrier Detect (CD) No No ¦ _____¦ Ring Indicator (RI) No No ¦ _____¦ Data Set Ready (DSR) No No ¦ O¦ Clear To Send (CTS) No No ¦ _____¦ UART Chip Used 8250 16550AF ¦ _____+------¦ ¦ OK _ ¦ _____¦ ______¦ _____+------+ Other Adapters... _ Game Adapter ______
COM Ports: Displays status of serial ports.
8.4 PC Hardware/Memory Conflicts There are four major categories of Hardware/Memory conflicts which cause problems in PC systems.
8.4.1 IRQ’s All devices requiring the use of a hardware interrupt (IRQ) must be assigned exclusive of that hardware interrupt. Network cards are sometimes set at factory to use IRQ 3. IRQ 3 is used by COM2 which almost all late model PC’s come with as standard equipment.
8.4.2 Port I/O Address Overlap I/O Port assignments must be unique for all devices and cannot overlap. Some network cards are set to port I/O address 360H and use a 32 byte space. This will overlap the PC LPT1 port at 378H. The result is flaky, or non functional network card and/or LPT port.
8.4.3 DMA (Direct Memory Access) All devices requiring the use of a DMA channel must be assigned exclusive of that channel. Examples of devices using DMA are: sound cards, SCSI controllers, and some network cards.
8.4.4 Shared Memory “Add-On” devices may contain RAM or BIOS in the same address space as the PC system RAM. Memory managers such as EMM386.EXE must be made aware of these overlaps so that those memory spaces will be left alone.
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8.5 Diagnosing General Protection Faults (GPFs)
8.5.1 What causes GPF’s GPF’s are caused when an application attempts to read or write memory outside of the boundaries for which it has been given permission.
8.5.2 Tracking Down GPFs If GPF’s are occurring repeatedly try to isolate the problem by shutting down all applications except CentreVu Agent. This includes any add-in Windows 95/NT replacements such as Norton Desktop. Check for low resources such as GDI and USER under Windows 95. Another thing to try would be to change the system’s video mode to use the Windows standard VGA driver (16 color VGA). If this makes the problem go away, there may be a problem with the original video driver. Tell the customer to get a video driver update from their video card vendor.
8.6 Page Faults Page faults are most likely to occur on systems which are low on both physical RAM and swap file space. If these are occurring, increase either physical RAM or the swap file size.
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9. CENTREVU AGENT TROUBLESHOOTING
9.1 List of Known Problems This section contains known problems or deficiencies not documented in CVA on-line help or readme file.
9.1.1 DEFINITY Problems 9.1.1.1 Security Violation Notification The CVA CIP does not properly display a Security Violation Notification. This is due to a problem in the way DEFINITY sends this information to the display. The DEFINITY MR number is r6p1970493.
9.2 ADDITIONAL TROUBLESHOOTING INFORMATION This section will contain updated troubleshooting information not documented in the CentreVu Agent online help documentation which was obtained after GA release of CentreVu Agent version 1.1
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10. APPENDIX A - GLOSSARY OF TERMS
606A1 - The DEFINITY ECS Station type for a CALLMASTER VI voice terminal. Abbreviated Dial Feature - Allows you to store selected telephone numbers for quicker and easier dialing. Each number can be a complete or partial telephone number, an extension number, or a trunk or feature code. Abbrv Dial Secondary Callbar - A secondary callbar that contains all the abbreviated dial buttons that have been administered on the DEFINITY ECS Station form for your voice terminal. The default label for an abbreviated dial button is the number assigned to the abrv-dial feature (for example, an abrv-dial for extension 51008 will have a button labeled 51008 in the secondary callbar). A button in the Abbrv Dial secondary callbar that has a label of abrv-dial means that you did not assign a telephone number to that abbreviated dial. ACD Automatic Call Distribution. Calls of a similar type that are distributed among agents. Active Call - a state for a call appearance where the voice (talk) path has been connected between two parties, typically a caller and the agent. ACW (After Call Work) - an ACD agent work mode to wrap-up call related work before the next ACD call is delivered. Announcement - A personalized recording that can be played upon an incoming call. Announcement Recorder - The Announcements Recorder feature in CentreVu Agent (CVA) and the CALLMASTER VI voice terminal lets you record and play back personalized announcements. The CVA software provides the user interface to record and play back personalized announcements while the CALLMASTER VI voice terminal provides the sound chip for which announcements are recorded (via the headset) and stored. Assist - Allows an agent to request assistance (whether on an active ACD call or not) from the split supervisor by pressing the Assist button or by putting the call on hold and dialing the Assist feature access code, followed by the split group number. The agent must be logged in to the split. Auto-In - An ACD work mode. In the Auto-In mode, when you disconnect from a call, you are automatically available to receive an ACD call. AUX (Auxiliary Work) - an ACD agent work mode indicating the agent is unavailable to receive an ACD call (on break, in training, etc.). AUX RC Secondary Callbar - A secondary callbar that contains all AUX RCs administered on the DEFINITY ECS Station form.
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AUX Reason Code - Auxiliary Reason Code. An EAS feature that prompts you to enter a reason code for AUX work. An AUX reason code is a customer-defined numeric code that describes the reason for entering the AUX work state or for logging out of the system. BCS - Business Communication Systems Call Appearance - A feature used exclusively to place or receive calls. Each call appearance has an assigned extension number and is equipped with a red status light and a green status light. On the CALLMASTER VI voice terminal a call appearance would be a physical button. Call Appearance Feature - Call appearances in CentreVu Agent display as CIPs. A CIP only appears during an incoming and outgoing call. Callbar - when this term is used by itself, it refers to a graphical window, visible on an agent’s desktop, that provides telephony control which has single main callbar and several secondary callbars that are activated from the main callbar as needed. Call Ctr Secondary Callbar - A secondary callbar that contains up to 22 call center feature buttons that have been administered on page 6 of the DEFINITY ECS Station form. You can select any button to activate the feature. CALLMASTER VI - The CALLMASTER VI voice terminal also referred to as the Callmaster 606. The CALLMASTER VI voice terminal is a miniature, digital- voice terminal with eight buttons and 2 headset jacks. The CALLMASTER VI voice terminal works in conjunction with the DEFINITY ECS Release 6.1 and the CentreVu Agent (CVA) software. It is controlled by the PC (running CVA) through an EIA/TIA-574 serial port interface and appears as a telephone to the DEFINITY ECS, but full functionality is accessible only from the PC. However, the CALLMASTER VI voice terminal does provide limited telephone functionality if the PC experiences problems or is powered off. When you use the physical buttons on the CALLMASTER VI voice terminal, the CentreVu Agent callbar reflects the use of those physical buttons. For example, you could push the Release button on the CALLMASTER VI voice terminal which would release the call and remove the CIP on the callbar. The opposite is also true. Buttons that you select on the callbar (that are also assigned to physical buttons on the CALLMASTER VI voice terminal) will be reflected on the CALLMASTER VI voice terminal. Canonical - a TAPI term for a universally constant address format for phone numbers. Canonical number formats start with the plus (+) sign. CIP (Call Information Panel) - a GULLF standard 3D rectangular area that contains information associated with a call, like name, and a multi-use call control button (e.g., Answer/Release). A single panel (40-character display) that provides information about a single call such as name, call duration, and control buttons (for example, Answer, Release, and Reconnect).
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Conference - Allows you to add parties (up to six) to a call. Control - an element of a window, e.g., buttons, labels, menus, tabs, etc., that are provided so that the user may have control of Callbar features. Cut-through dialing - the user types a digit and the digit is immediately dialed (just like on a phone). No editing of dialed digits is provided in this case. Cut-through dialing will be provided using the dialpad on the main callbar. Contrast with Senderized dialing. CVA - CentreVu Agent. A computer telephony integrated software application that provides full-function, agent voice terminal capabilities on a Microsoft Windows 95 and Windows NT 4.0 based PC. DCP (Digital Communications Protocol) - a digital, proprietary protocol used to communicate information between digital terminals (like the CALLMASTERs) and the DEFINITY ECS. Messages (such as offhook, display and lamp updates, etc.) are sent on the 16K BPS S (signaling) channel of 2-wire DCP. DEFINITY ECS (Enterprise Communications Server) - A private switching system providing voice-only or voice and data communications services (including access to public and private networks) for a group of terminals within a customer's premises. Delimited Text File - A file containing values separated by commas, tabs, semicolons, or other characters. CentreVu Agent Event Log Files (.elg/.olg) are delimited and can be imported into various spreadsheet applications for viewing. Dial Area - A frame located on the CentreVu Agent main callbar that provides dialing capabilities. Dial Pad - The 12 buttons located on the main callbar dial area used to dial a number. Each character you click is automatically sent. This is called cut-through dialing. You must obtain a dial tone before using the dial pad to dial a number. Disabled - When you do not have access to a menu or action list item, it will be grayed out (that is, dimmed or displayed in a different color from the rest of the menu or action list). Drop - Allows you to disconnect from an ACD call or non-ACD call. Drop disconnects you from a call and gives you a dial tone. Use Drop when you want to disconnect from a call and place another call. You can also use Drop to disconnect the last person added to a conference call. DLL ( Dynamic Linked Library) - Libraries that are linked into the software at run time. DTMF (Dual Tone Multiple Frequency) - another term for TOUCH-TONEs, i.e., tones sent when a user pushes dialpad buttons on a phone.
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EAS - Expert Agent Selection. An optional DEFINITY ECS feature that builds on the power of the Call Vectoring and ACD features of the DEFINITY ECS to match skills required to handle a particular call to an agent who has at least one of the skills that a caller requires. Agents are assigned a single set of work mode buttons, rather than one set per skill. Eurofont - A font set provided in DCP terminals that contains characters with diacritical marks common to other languages. The coding is non-standard relative to other defined font standards and the Eurofont characters are distinguished by the high bit set. CentreVu Agent will support Eurofont characters in displays received from the DEFINITY ECS. Eurofont characters cannot be used in button labels although standard Windows font characters with diacritical marks can. Contrast with OPTREX. Event Logs - CentreVu Agent (CVA) event logs are used to troubleshoot your CVA system and to diagnose and identify the source of CVA problems. Event logs are located in the machine specific folder ([Windows]\Cva\Logs which are delimited text files with (.elg/.olg) file extensions. FAC (Feature Access Code) - a 1 to 4 digit number whose first digit can be * or #, that is assigned in DEFINITY ECS administration to invoke features, e.g., *81 may invoke Service Observing Listen Only. FACs require an available call appearance with dial tone before the FAC can be sent to the switch. Assigned FACs may not be available to all users based on their switch class of restriction and/or whether the feature has been turned on or off in the switch. Feature Access Codes (FACs) map to CVA callbar buttons or the voice terminal’s physical buttons, each FAC must be administered on the DEFINITY ECS as an abbreviated dial button. Exception: The Login and Logout buttons on the CentreVu Agent main callbars are associated with their feature access code. These are the only two feature buttons on any of the CVA callbars that will be mapped by their FAC. Feature Button - a button placed on a Callbar that can be assigned to any one of a number of DEFINITY ECS features that could be assigned to a physical extension’s button during DEFINITY station administration. GUI (Graphical User Interface) - A common descriptive cross-industry acronym that presents software functionality through windows controls. As a generic term, it does not imply any particular graphical standard. GULLF (Graphical User Interface Look, Listen, and Feel) - a BCS standard for GUI based products. Where GULLF standards are specified in this document, there is no implication that specific GULLF tool kits will necessarily be used for implementation. Idle Call - a state for a call appearance where there is no activity (ringing, active, or held).
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Login - Allows you to log in to the DEFINITY ECS so that you can receive ACD calls. If the Login button is grayed, this means that a FAC for Login was not administered. Non-EAS agents may log in to a maximum of four splits at once. EAS agents can be logged in to as many as 20 skills simultaneously. Logout - Allows you to log out of the DEFINITY ECS. When you log out of the DEFINITY ECS, you cannot receive ACD calls. If you are an EAS agent, you may be requested to enter a reason code before logging out. Machine Specific Directory - The directory that is specific to the PC that is used for installation of a particular software application. Within this directory, files that are specific to the machine can be written. This may include executable files, initialization and configuration files, cache files, error log files, install logs, etc. Main Callbar - a Callbar window that provides the basic telephony functions. The window can have its own position/size and contains primary call control functions (Call Information Panels, dial area, etc.). Contrast with Secondary Callbar. Manual-In - Used to prevent you from becoming available for new ACD calls upon completion of an ACD call by automatically placing you in the after call work mode. If the Manual-In button is disabled, then you do not have access to the Manual-In feature. Message - Alerts you (via a solid red light) that a message has been left for you. Misc Secondary Callbar - A secondary callbar that contains up to 18 features that have been administered on page 5 of the DEFINITY ECS Station form and any bridged appearances. You can select any button to activate the feature. Mute - Allows you to turn off the voice transmitter to your headset so that the other person on the call cannot hear you. Mute Lamp Behavior - The lamp behavior for the mute feature in CentreVu Agent is different than the lamp behavior on a CALLMASTER telephone (for example, a CALLMASTER (602), CALLMASTER II [603], and CALLMASTER III). Because the Mute button on the CALLMASTER VI voice terminal shares a lamp with the headset on/off button, a fluttering lamp status is used to indicate activation rather than a steady on lamp (as with the CALLMASTER 602, CALLMASTER II, and CALLMASTER III). The lamp behavior for the Mute button in CentreVu Agent is consistent with with the lamp behavior on the CALLMASTER VI voice terminal. OCX - an OLE control. OLE (Object Linking and Embedding) - A Microsoft Windows technique for accessing data or controlling an application from another application running within the same Windows environment.
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Off-Hook - Off-hook means that the voice path to your headset is fully functional. When you headset is off-hook, the Headset on/off lamp on your CALLMASTER VI voice terminal is not illuminated. On-Hook - On-hook means that the voice path to your headset is turned off. When you headset is on-hook, the Headset on/off lamp on your CALLMASTER VI voice terminal is illuminated (red). OPTREX - Both a company name and a Character set provided in DCP terminals that contains Katakana characters used in the Japanese language. The coding is non-standard relative to other defined font standards and the Katakana characters are distinguished by the high bit set. A mixed set of characters including Kana and ASCII are implimented as the Kanafont in CentreVu Agent. Contrast with Eurofont. PASTE (PC Application Software Translation Exchange) - a DEFINITY ECS feature that downloads 4 lists of switch administration information to a phone’s display. Phone Data - DEFINITY ECS administration information (that is, phone information, line information, display features, and features). Physical buttons - are those buttons located on your CALLMASTER VI voice terminal. The number of physical buttons on your voice terminal is eight (unlike virtual buttons, this number cannot increase). Pop on Call - A CentreVu Agent feature that restores and brings the CentreVu Agent main callbar to the foreground when a incoming call arrives. The CentreVu Agent main callbar will not receive focus until you select it. This feature can be enabled or disabled (the default is enabled). Primary Install Window - The window in which the main installation interaction takes place. See also secondary install window. RC - Reason Code. A reason code for AUX work. An AUX reason code is a customer- defined numeric code that describes the reason for entering the AUX work state or for logging out of the system. Registry - A Microsoft Windows database for information about a computer configuration. It is a hierarchical structure composed of subtrees, Keys and entries. For example, the registry keeps track of shared library usage (e.g. DLLs and OCXs). Release - Allows you to release an ACD call. If the Release button is grayed, this means that the Release feature was not administered. S Channel - see DCP Secondary Callbar - a Callbar window that supports the Main Callbar. The window has multiple controls (buttons, labels, etc.) which may be grouped logically, e.g., all Abbreviated Dial buttons will be in one window. Contrast with Main Callbar window. Lucent Technologies - Proprietary Use Pursuant to Company Instructions Lucent CentreVu Agent SUPERGUIDE Issue 1.1 Page 78
Secondary Install Window - A window that provides installation information or supplemental interaction related to objects in a primary install window. Second Line Display - The Second Line Display Area is a 40-character display that is located under the Call Information Panel of your CentreVu Agent callbar. This display area receives information from the DEFINITY ECS so that you can see non-call related information. Without a second line display, you would not see user-entry prompts or other display information, such as call prompting digits and local Timer display from the DEFINITY ECS. Send Digits Button - A button on the main callbar that is used to get a dial tone (for cut- through dialing) or actually dial the digits entered in the dial area text box (senderized dialing). Senderized dialing - the user types in a dial string and then hits “Send” or Enter and the digits are dialed. This allows for editing of the dial string before sending the digits. Contrast with Cut-through dialing. Speed Dial - a software feature, similar to DEFINITY’s Abbreviated Dial feature, that contains a name/label, a number to dial, and an option to originate a new call (or append to existing call) when the button is pushed. Status Indicator - An indicator located in the Windows 95 or Windows NT 4.0 status area that shows the end-to-end status of the links between the PC and the CALLMASTER VI voice terminal and the CALLMASTER VI voice terminal and the DEFINITY ECS. A red line through a indicator means a link is down. Stroke Counts - Represents an event that you want to measure. For example, a Stroke Count may be used to keep track of the number of inquiries about a specific item. Each time an agent receives an inquiry on a specific item, he or she can enter the Stroke Count (one through nine) assigned to that item. Stroke Secondary Callbar - A secondary callbar that contains all stroke counts administered on the DEFINITY ECS Station form. TAPI Assisted Dialing - Functionality which supports telephony enabled applications such as Microsoft Schedule + to request dialing services from a telephony server application (ie. CentreVu Agent 1.1) TAPI (Telephony Applications Programming Interface) - Intel and Microsoft’s defacto standard telephony control interface software module (and specification) that is shipped with Windows 95 and NT. TSAPI (Telephony Supplemental Applications Programming Interface) - Intel and AT&T/Lucent’s defacto standard telephony control interface software module (and specification) that is required applications such as third party call control.
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TSPI (TAPI Service Provider Interface) - a Microsoft standard to TAPI for Service Providers that was implemented as a software module (called Passageway Service Provider or PWSP developed by the Passageway Direct Connection team) that provides linkage to TAPI for the DEFINITY environment. Use Count - Also known as a reference count. This counter is part of the registry, keeping track of the number of installation programs that have registered their use of a particular component. Every time an install application needs to install a shared file (e.g. DLL, OCX, font file), it will check the registry. If the file already exists, the file’s use count will be incremented. The use count helps to determine if a shared component is used by another application. Virtual buttons - are those buttons (DEFINITY ECS features) located on the CentreVu Agent callbar GUI. The type and amount of virtual buttons you have on your CVA callbars depends on the type and amount of features you have administered on the Station form for station type 606A1. Voice Terminal - A telephone equipped with specifically designed features (for example, the Conference or Hold button or Message light) and functional capabilities that distinguish it from a conventional telephone. Wizard - A special type of user assistance that automates a task. Wizards help the user accomplish tasks that can be complex and require experience.
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11. APPENDIX B - RECOMMENDED REFERENCE MATERIALS
Microsoft Windows 95 Resource Kit : The Technical Guide to Planning for, Installing, Configuring, and Supporting Windows 95 in Your Organization by Microsoft Corporation List: $49.95 Published by Microsoft Press Publication date: July 1, 1995 ISBN: 1556156782
Microsoft Windows Nt Server Resource Kit : For Windows Nt Server Version 4.0 (Microsoft Professional Editions) by Microsoft Corporation (Editor) List: $149.99 Published by Microsoft Press Publication date: October 22, 1996 ISBN: 1572313447
Microsoft Windows Nt Server Resource Kit Version 4.0 : Supplement 1 by Microsoft Corporation List: $39.99 Published by Microsoft Press Publication date: February 1997 ISBN: 1572315598
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12. APPENDIX C - CentreVu Agent REFERENCE MATERIALS For a complete list of CentreVu Agent Reference Materials, See CentreVu Agent R1 Master Document List, COMPAS ID 58520
Table 35 - CentreVu Agent Reference Materials COMPAS Document Description ID 51708 DEFINITY G3V5EM Requirements/Feature Spec: 606A1 Terminal Support 54096 PASTER Design 54241 Event Log Design 58015 CVA R1 High-Level Design Document 58218 CentreVu Agent Approved 32 Bit Controls, Languages, and Tool Requirements 58373 CVA R1 Callbar and Announcements Low-Level Design 58544 CVA R1 Installation, TAPI Setup and COM PORT selection Design 58928 How to Enter Eurofont and Optrex Characters at the SAT 59563 CVA User Messages 61169 CVA R1 Callbar Media Content 51299 Callmaster VI System Requirements 58544 CentreVu Agent - Release 1.1, Installation Design Document 60424 CentreVu Agent Version 1.1 Technical Prospectus and Requirements/Feat Specifications 62859 CVA R1.1 Master Document List 64953 CentreVu Agent R1.1 Setup Feature Specification
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13. APPENDIX D - EXAMPLE CentreVu Agent
13.1 Typical CVA Scenarios
13.1.1 Normal CVA startup ** The following 5 entries log the beginning of a CVA startup and connection to the event logger **Also note that the first log entry contains CentreVu Agent version information 845,"Info",0,1," Lucent CentreVu Agent Version 1.1.G1.15","",0,#1998-03-03 09:02:52#,"Event Log",1770,"CentreVu Agent Version" 846,"Info",0,3895,"Event Logger Startup","",0,#1998-03-03 09:02:52#,"Event Log",8000,"Startup" 847,"Info",0,3906,"Event Logger Startup Register Request - Use Count = 1","",0,#1998-03-03 09:02:52#,"Event Log",4253,"Startup Register Request" 848,"Admin",0,8200,"Successfully connected to Event Log.","",0,#1998-03-03 09:02:52#,"Callbar",0,"" 849,"Admin",0,8221,"CVA started on 3/3/1998 at 9:2:50 Hrs","",0,#1998-03-03 09:02:52#,"Callbar",23,"" ** The following message IS NOT AN ERROR. It is simply telling us that we have messages coming in from TAPI. If either the line or the Callmaster VI phone is disconnected this message will not appear. Instead, a TAPI time out message will be logged. 850,"Admin",0,8233,"Connection to telephone lost.","",0,#1998-03-03 09:02:58#,"Callbar",14,"" ** This message is logged to verify that there is no problem initializing the voice recording hardware inside the Callmaster VI phone. 851,"Admin",0,8219,"Successfully initialized the CALLMASTER VI voice-recorder.","",0,#1998-03-03 09:02:59#,"Callbar",31,"" ** This message is logged to verify that TAPI is sending proper messages. 852,"Admin",0,8203,"TAPI was initialized successfully.","",0,#1998-03-03 09:02:59#,"Callbar",2,"" ** This message is logged to verify that a connection to the Callmaster VI phone has been established. 853,"Admin",0,8218,"Connection to telephone established.","",0,#1998-03-03 09:03:01#,"Callbar",14,"" . . . . .
13.1.2 CVA startup when Callmaster VI is not connected ** The following 5 entries log the beginning of a CVA startup and connection to the event logger 858,"Info",0,1," Lucent CentreVu Agent Version 1.1.G1.15","",0,#1998-03-03 09:15:53#,"Event Log",1770,"CentreVu Agent Version" 859,"Info",0,3895,"Event Logger Startup","",0,#1998-03-03 09:15:53#,"Event Log",8000,"Startup"
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860,"Info",0,3906,"Event Logger Startup Register Request - Use Count = 1","",0,#1998-03-03 09:15:53#,"Event Log",4253,"Startup Register Request" 861,"Admin",0,8200,"Successfully connected to Event Log.","",0,#1998-03-03 09:15:54#,"Callbar",0,"" 862,"Admin",0,8221,"CVA started on 3/3/1998 at 9:15:45 Hrs","",0,#1998-03-03 09:15:54#,"Callbar",23,"" ** This message says that TAPI is alive and its messages are being received. 863,"Admin",0,8233,"Connection to telephone lost.","",0,#1998-03-03 09:15:59#,"Callbar",14,"" ** Since the CALLMASTER VI is not connected to the computer, then TAPI is not able to communicate with it. TAPI sits in a loop for some time waiting to see if connection to the phone can be established. Since TAPI can not connect to the phone it times out and the following message is logged. 864,"Error",3,8410,"Timed out waiting for TAPI initialization.","",0,#1998-03-03 09:16:19#,"Callbar",2,"" 865,"Admin",0,8201,"Application session ended.","",0,#1998-03-03 09:16:22#,"Callbar",1,"" ** The CVA application ends and the event logger is shut down. 866,"Info",0,3925,"Module Requested Event Logger Shutdown - Use Count = 0","",0,#1998-03-03 09:16:22#,"Event Log",4255,"Event Log Shutdown Request" 867,"Info",0,3892,"Event Logger Shutdown","",0,#1998-03-03 09:16:23#,"Event Log",105,"Shutdown" …
13.1.3 CVA startup when paste.dat file not found ** The following 5 entries log the beginning of a CVA startup and connection to the event logger. 868,"Info",0,1," Lucent CentreVu Agent Version 1.1.G1.15","",0,#1998-03-03 09:22:46#,"Event Log",1770,"CentreVu Agent Version" 869,"Info",0,3895,"Event Logger Startup","",0,#1998-03-03 09:22:46#,"Event Log",8000,"Startup" 870,"Info",0,3906,"Event Logger Startup Register Request - Use Count = 1","",0,#1998-03-03 09:22:46#,"Event Log",4253,"Startup Register Request" 871,"Admin",0,8200,"Successfully connected to Event Log.","",0,#1998-03-03 09:22:46#,"Callbar",0,"" 872,"Admin",0,8221,"CVA started on 3/3/1998 at 9:22:44 Hrs","",0,#1998-03-03 09:22:46#,"Callbar",23,"" ** The following message IS NOT AN ERROR. It is simply telling us that we have messages coming in from TAPI. If either the line or the Callmaster VI phone is disconnected this message will not appear. Instead, a TAPI time out message will be logged. 873,"Admin",0,8233,"Connection to telephone lost.","",0,#1998-03-03 09:22:51#,"Callbar",14,"" ** This message is logged to verify that there is no problem initializing the voice recording hardware inside the Callmaster VI phone. 874,"Admin",0,8219,"Successfully initialized the CALLMASTER VI voice-recorder.","",0,#1998-03-03 09:22:54#,"Callbar",31,"" ** This message is logged to verify that TAPI is sending proper messages. 875,"Admin",0,8203,"TAPI was initialized successfully.","",0,#1998-03-03 09:22:54#,"Callbar",2,"" ** This message is logged to verify that a connection to the Callmaster VI phone has been established. 876,"Admin",0,8218,"Connection to telephone established.","",0,#1998-03-03 09:22:56#,"Callbar",14,"" ** Under normal circumstances there should be a PASTER.DAT file under c:\windows\cva. If the file is not present then the following message is logged. This is not a critical error since CVA will continue to function,
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877,"Admin",0,8214,"Attempting to read PASTE data from file.","",0,#1998-03-03 09:22:56#,"Callbar",20,"" 878,"Admin",0,8213,"Could not load the PASTE file from disk; requesting PASTE download.","",0,#1998-03-03 09:22:57#,"Callbar",23,"" …
13.1.4 Normal Phone Data Download … ** This message is logged as soon as the user requests a new PASTE download. 895,"Admin",0,8215,"Attempting to download PASTE data from the switch.","",0,#1998-03-03 09:35:46#,"Callbar",24,"" ** This message acknowledges the fact that new information was found for the phone and it is logged upon completion of the download. 897,"Admin",0,8222,"PASTE data changed; returned section(s) = 0xF.","",51010,#1998-03-03 09:43:50#,"Callbar",43,"" …
13.1.5 Aborted Phone Data Download (Example of Phone Data Download Cancellation by user) … ** This message is logged as soon as the user requests a new PASTE download. 911,"Admin",0,8214,"Attempting to read PASTE data from file.","",0,#1998-03-03 09:51:30#,"Callbar",20,"" 912,"Admin",0,8218,"Connection to telephone established.","",51010,#1998-03-03 09:51:32#,"Callbar",14,"" 913,"Admin",0,8215,"Attempting to download PASTE data from the switch.","",51010,#1998-03-03 09:51:38#,"Callbar",24,"" ** The following message is NOT A CVA ERROR. It is simply saying that the user decided to click the CANCEL button right in the middle of a PASTE download. The user will then see a message box pop up saying that the phone data download was not completed and that it will have to be downloaded later. 915,"Admin",0,8216,"Canceling PASTE download","",51010,#1998-03-03 09:51:52#,"Callbar",25,"" … (Example of aborted Phone Data Download because of interruption caused by incoming call) … ** This message is logged as soon as the user requests a new PASTE download. 77,"Admin",0,8214,"Attempting to read PASTE data from file.","",0,#1998-03-03 10:06:10#,"Callbar",20,"" 78,"Admin",0,8213,"Could not load the PASTE file from disk; requesting PASTE download.","",0,#1998-03-03 10:06:10#,"Callbar",23,"" 79,"Admin",0,8218,"Connection to telephone established.","",0,#1998-03-03 10:06:11#,"Callbar",14,"" 80,"Admin",0,8215,"Attempting to download PASTE data from the switch.","",0,#1998-03-03 10:06:23#,"Callbar",24,"" Lucent Technologies - Proprietary Use Pursuant to Company Instructions Lucent CentreVu Agent SUPERGUIDE Issue 1.1 Page 85
81,"Admin",0,8218,"Connection to telephone established.","",0,#1998-03-03 10:06:28#,"Callbar",14,""
** As the following message explains, a PASTE download will abort if an incoming call is received in the middle of the transfer. The user will have to begin the download process again. 82,"Error",2,8416,"PASTER execution error 0xF0000007: Call received during PASTE download.","",0,#1998- 03-03 10:06:42#,"Callbar",30,""
13.1.6 Normal outgoing call Note the following set of messages contain Info messages which is enabled by editing the cvalocal.ini setting: [Callbars] LogTrace=1 … ** As soon as a phone call is originated (via the combo box in this case) a call to the TAPI lineMakeCall function is made. This function is asynchronous so we only get a request ID at this point. If the call to this function fails, then an error message saying that an invalid RequestID was received will be logged instead. 992,"Info",0,8217,"REQ_BEGIN: lineMakeCall returned Request ID 10.","",51010,#1998-03-03 10:48:06#,"Callbar R1",46,"" ** This is a TAPI message saying that the request to place a call through the use of lineMakeCall succeeded. 993,"Info",0,8212,"LINE_REQ_END: TAPI request 10 succeeded.","",51010,#1998-03-03 10:48:06#,"Callbar R1",14,"" ** This message will appear when the user clicks on the Release button (to release this call). 994,"Info",0,8217,"REQ_BEGIN: lineDevSpecificFeature(release) returned Request ID 11.","",51010,#1998-03-03 10:48:12#,"Callbar R1",46,"" ** This message says that TAPI was successful in releasing the current call. 995,"Info",0,8212,"LINE_REQ_END: TAPI request 11 succeeded.","",51010,#1998-03-03 10:48:13#,"Callbar R1",14,""
13.1.7 Normal incoming call … ** An incoming call is detected an this message is logged to reflect the fact that new call information has arrived. 150,"Info",0,8217,"REQ_BEGIN: lineAnswer returned Request ID 10.","",51007,#1998-03-03 11:13:15#,"Callbar R1",46,"" ** This message is logged to show that the new call is now being handled. 151,"Info",0,8212,"LINE_REQ_END: TAPI request 10 succeeded.","",51007,#1998-03-03 11:13:15#,"Callbar R1",14,"" ** This message will appear when the user clicks on the Release button (to release this call). 152,"Info",0,8217,"REQ_BEGIN: lineDevSpecificFeature(release) returned Request ID 11.","",51007,#1998-03-03 11:13:17#,"Callbar R1",46,"" ** This message says that TAPI was successful in releasing the current call.
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153,"Info",0,8212,"LINE_REQ_END: TAPI request 11 succeeded.","",51007,#1998-03-03 11:13:17#,"Callbar R1",14,"" …
13.1.8 Normal CVA shutdown … ** Info message saying that the hardware inside the CALLMASTER VI was un-initialized. 442,"Admin",0,8220,"Successfully de-initialized the CALLMASTER VI voice-recorder.","",51031,#1997-09-25 09:08:41#,"Callbar",32,"" ** The CVA application ended successfully. 443,"Admin",0,8201,"Application session ended.","",51031,#1997-09-25 09:08:42#,"Callbar",1,"" ** The event logger shut down. 444,"Info",0,3925,"Module Requested Event Logger Shutdown - Use Count = 0","",51031,#1997-09-25 09:08:42#,"Event Log",4255,"Event Log Shutdown Request" 445,"Info",0,3892,"Event Logger Shutdown","",51031,#1997-09-25 09:08:43#,"Event Log",105,"Shutdown" … Shutdown","",3195,#1997-09-30 08:34:04#,"Event Log",105,"Shutdown"
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14. APPENDIX E - EXAMPLE CentreVu Agent Pastrace.txt FILES The Pastrace.txt file contains information generated by the CentreVu Agent Paster library during the phone data download. The Pastrace.txt file is generated when the “ShowDebugWin” keyword in the “Paster” section is set to “1.”
This file documents the execution of the Paster library as the data is downloaded from the switch.
14.1 Example The first set of trace statements document the initialize of the library and the opening of the devices: CPasterApp::InitInstance - Paster Started on 9/29/1997 at 11:11:0 Hrs CPasterApp::InitInstance - Following are the data values PASTE FAC is *38 PASTE data files will be created in C:\WINNT\Cva Temporary PASTE files will be created in C:\WINNT\Cva Windows Directory is C:\WINNT CPasterApp::InitInstance - Successfully opened the line device in Monitor mode lineDeviceID = 0x0, lineAPIVersion = 0x10004, lineExtVersion = 0x10000, NumLineDevices = 0x1 CPasterApp::InitInstance - Successfully opened the phone device in Monitor mode phoneDeviceID = 0x0, phoneAPIVersion = 0x10004, phoneExtVersion = 0x10000, NumPhoneDevices = 0x1 0x2 Display Rows and 0x28 Display Columns
Next the library receives information about the system parameters, in this case that are no system parameters: Parser - Sanity error: 0 Number of elements in the System Parameters ABXYacc::yyparse - Faulty string in System Parameters
The library will start receiving terminal button data: Parser - Got Button Keyword "call-appr" . . . Parser - Got Button Keyword "call-appr" Parser - Got Button Keyword "lwc-store" Parser - Got unknown Button Data "" Parser - Got Button Keyword "lwc-cancel" Parser - Got unknown Button Data "" Parser - Got Button Keyword "auto-cback" Parser - Got unknown Button Data "" Parser - Got Button Keyword "call-fwd" Parser - Strange: Button 16 (call-fwd) does not have a number Parser - Got Button Keyword "call-park" Parser - Got unknown Button Data "" Parser - Got Button Keyword "priority" Parser - Got unknown Button Data "" Parser - Got Button Keyword "abr-prog" Parser - Got unknown Button Data "" Parser - Got Button Keyword "abr-spchar" Parser - Got unknown Button Data "" Parser - Got Button Keyword "abrv-dial" Parser - Strange: Button 22 (abrv-dial) without dialstring Parser - Got Button Keyword "date-time" Parser - Got unknown Button Data "" Parser - Got Button Keyword "release" Parser - Got unknown Button Data ""
The library is now processing the information for the feature terminal buttons: Parser - Got Button Keyword "auto-in" Parser - Strange: Button 1 (auto-in) has neither a Group Number nor a Reason Code Parser - Got Button Keyword "manual-in" Parser - Strange: Button 2 (manual-in) has neither a Group Number nor a Reason Code Parser - Got Button Keyword "after-call" Parser - Strange: Button 3 (after-call) has neither a Group Number nor a Reason Code Parser - Got Button Keyword "assist" Parser - Strange: Button 4 (assist) has neither a Group Number nor a Reason Code Parser - Got Button Keyword "serv-obsrv" Parser - Got unknown Button Data "" Parser - Got Button Keyword "q-calls" Lucent Technologies - Proprietary Use Pursuant to Company Instructions Lucent CentreVu Agent SUPERGUIDE Issue 1.1 Page 88
Parser - Got Button Keyword "q-time" Parser - Got Button Keyword "work-code" Parser - Got unknown Button Data "" Parser - Got Button Keyword "vu-display" . . . Parser - Got Button Keyword "vu-display" Parser - Got Button Keyword "vu-display" Parser - Got Button Keyword "inspect" Parser - Got unknown Button Data "" Parser - Got Button Keyword "next" Parser - Got unknown Button Data "" Parser - Got Button Keyword "normal" Parser - Got unknown Button Data ""
Next the library receives information about the system parameters, in this case that are no system parameters: Parser - Invalid VuStat format block
The information that the library has in incomplete so the download will be run again. CVA-->Incompleteness check returned 0 PasterReadPASTEData - ReadPASTEData returned 0x0 CPasterApp::ExitInstance - Paster Ended on 9/29/1997 at 11:11:0 Hrs
CPasterApp::InitInstance - Paster Started on 9/29/1997 at 11:11:24 Hrs CPasterApp::InitInstance - Following are the data values PASTE FAC is *38 PASTE data files will be created in C:\WINNT\Cva Temporary PASTE files will be created in C:\WINNT\Cva Windows Directory is C:\WINNT CPasterApp::InitInstance - Successfully opened the line device in Monitor mode lineDeviceID = 0x0, lineAPIVersion = 0x10004, lineExtVersion = 0x10000, NumLineDevices = 0x1 CPasterApp::InitInstance - Successfully opened the phone device in Monitor mode phoneDeviceID = 0x0, phoneAPIVersion = 0x10004, phoneExtVersion = 0x10000, NumPhoneDevices = 0x1 0x2 Display Rows and 0x28 Display Columns CPasteDataCollector::phoneCallbackFunc - PASTE completed ------ABXYacc::CheckForPASTEIncompleteness - No Button Assignments have been read yet PasterGetPASTEData - Sections still to be downloaded 4 CPasteDataCollector::phoneCallbackFunc - PASTE completed ------Parser - Got Button Keyword "call-appr" Parser - Got Button Keyword "call-appr" . . . Parser - Got unknown Button Data ""
There are zero sections to be downloaded the library will now exit. PasterGetPASTEData - Sections still to be downloaded 0 CPasterApp::ExitInstance - Paster Ended on 9/29/1997 at 12:21:9 Hrs
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15. APPENDIX F - EXAMPLE CentreVu Agent PassageWay Pwsplog.txt Log File
15.1 Example The following messages were recorded in the Pwsplog.txt file while starting up CVA, placing 3 phone calls, releasing those calls, and shutting down CVA.
*** These messages are informational and do not represent any malfunction of the CentreVu Agent application. (Oct 02 08:49:43.290) PWSP: Gapi failed to get switch hook state: notavail. (Oct 02 08:49:45.760) PWSP: Gapi failed to get lamp state parmerr. (Oct 02 08:49:45.930) PWSP: Gapi failed to get lamp state parmerr. (Oct 02 08:49:48.890) PWSP: Gapi failed to get lamp state parmerr. (Oct 02 08:49:58.290) PWSP: Gapi failed to get switch hook state: notavail. (Oct 02 08:50:07.130) PWSP: Gapi failed to get switch hook state: notavail. (Oct 02 08:50:15.200) PWSP: Gapi failed to get switch hook state: notavail. (Oct 02 08:50:17.510) PWSP: Calling async function while one is still busy (Oct 02 08:50:22.340) PWSP: Gapi failed to get switch hook state: notavail.
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16. APPENDIX G - USER MESSAGES This section lists error messages that might be displayed during the startup of CentreVu Agent and during the running of a CentreVu Agent Session. The format of unexpected error messages is also discussed.
16.1 Instructional, and Error Messages. The following table lists all known User Messages. These messages may be Informational, Warning, or Error Messages. In cases where the message is unclear or the context of the message is not clear, a reasonable description or course of action is suggested.
Table 36 - Announcement Instructional and Error Messages User Message Description and/or Suggested Course Of Action Type The announcement you have selected Displayed on closing the Announcements dialog if Instructional to be played automatically for an announcement has been designated as ‘Play on incoming calls has not been recorded. Answer’ but its contents has not been recorded. You must record an announcement If an announcement is need to be played on call before this feature can be used answer it should checked as such and recorded before closing Announcement dialog. Otherwise remove the check-mark against the announcement. Cannot record an announcement. Recording has failed due to defective Error CALLMASTER VI device or malfunctioning of the Second part of the message is one of software responsible for the communication the following: between the PC and the phone. The CALLMASTER VI device failed Check for proper general functioning of the phone to process this request. device and the CentreVu application itself. The connection between the PC and The data associated with the recordings may have the switch is down. been damaged. due to improper read/write disk or There is no data associated with the memory operations. The contents of the selected announcement announcements should be re-recorded after restarting the CentreVu Agent. Cannot initiate playback of the Playback has failed due to defective Error currently selected announcement. CALLMASTER VI device or malfunctioning of the software responsible for the communication Second part of the message is one of between the PC and the phone. the following: Check for proper general functioning of the phone The CALLMASTER VI device failed device and the CentreVu application itself. to process this request. The data associated with the recordings may have The connection between the PC and been damaged. due to improper read/write disk or the switch is down. memory operations. The contents of the There is no data associated with the announcements should be re-recorded after selected announcement restarting the CentreVu Agent.
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User Message Description and/or Suggested Course Of Action Type Cannot stop recording or playing this Stopping of playback or recording has failed due to Error announcement defective CALLMASTER VI device or malfunctioning of the software responsible for the Second part of the message is one of communication between the PC and the phone. the following: Check for proper general functioning of the phone The CALLMASTER VI device failed device and the CentreVu application itself. to process this request. The data associated with the recordings may have The connection between the PC and been damaged. due to improper read/write disk or the switch is down. memory operations. The contents of the There is no data associated with the announcements should be re-recorded after selected announcement restarting the CentreVu Agent. Cannot erase the announcement Erasing of a recording has failed due to defective Error CALLMASTER VI device or malfunctioning of the Second part of the message is one of software responsible for the communication the following: between the PC and the phone. The CALLMASTER VI device failed Check for proper general functioning of the phone to process this request. device and the CentreVu application itself. The connection between the PC and The data associated with the recordings may have the switch is down. been damaged. due to improper read/write disk or There is no data associated with the memory operations. The contents of the selected announcement announcements should be re-recorded after restarting the CentreVu Agent. Your changes to the recorded The ‘Greeting.tbl’ file is not accessible for writing. Error announcements cannot be saved. Any recordings that have been performed during the current CentreVu session will be lost after the Your announcements are available for user exits the program. the current session but will not be available the next time CentreVu Check the status of the file and if it is marked as Agent is run. ‘Read-Only’, remove this flag. Please contact your system administrator. You must turn the headset off before Notifies the user that the recording cannot be Instructional recording an announcement performed while the headset state is ‘On’. Turn the Headset ‘Off’ if you need to record an announcement using the Announcement dialog. You must turn the headset off before Playback of an announcement through the Instructional playing an announcement Announcements dialog cannot be performed while the headset state is ‘On’. Turn the Headset ‘Off’ if you need to play an announcement using the Announcement dialog.
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User Message Description and/or Suggested Course Of Action Type You must turn the headset off before Erasing of an announcement through the Instructional erasing an announcement Announcements dialog cannot be performed while the headset state is ‘On’. Turn the Headset ‘Off’ if you need to play an announcement using the Announcement dialog. The announcement recording was The link between the PC and either the phone or Instructional interrupted because the connection is the switch has failed down, while recording of an down. You will have to re-record this announcement. announcement when the connection As in this case the announcement under recording comes up. is marked as ‘Erased’ the agents will have to re- record it after the link comes up. Cannot play the selected The link between the PC and either the phone or Instructional announcement. The connection the switch has failed down, while attempting to between the PC and the switch is start playing an announcement. down. Playback of announcements will be possible only after the link comes up again. This announcement did not play for the Automatic playback on call-answer cannot be Instructional call that has just been answered. You performed as the user has used the Announcements should not change announcements dialog to modify or test the recordings at the time when expecting calls the call has been delivered. It is recommended that agents should not try to record or test their announcements as they have logged to the switch and are currently in ‘auto- answer’ or ‘acd’ working modes. Cannot play the announcement for the Notifies the user on answering a call that the ‘Play Instructional call that was just answered . The on Answer’ box for an announcement has been announcement administered to Play on checked, but the announcement itself has not been Answer has not been recorded recorded. The announcement should be recorded if you want to use the ‘Play-on-Answer’ feature. Otherwise remove the ‘Play on Answer’ check-mark against the announcement. Recording of this announcement was The end of the recording space allocated for the Instructional stopped automatically. The end of the announcement under recording has been reached recording space for this announcement before the user has pressed the stop button. was reached Avoid getting this message in case of short recordings - it may mean that there is a long interval of noise following your announcement which the customers will hear before the agent answers the call..
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Table 37. Callbar Instructional and Error Messages User Message Description and/or Suggested Course Of Type Action CentreVu Agent cannot be started. Please CentreVu Agent cannot be run due to failure to Error contact your system administrator." establish connection with the phone or the switch or due to improper agent’s administration on the switch. The system administrator should be called to identify the exact reason for this failure. CentreVu Agent cannot complete the CentreVu Agent is running in low-memory Error function because system memory is low. conditions. System memory resources cannot be Please close some applications and try allocated under data which is vital for proper again." functioning of the application. Close unused applications currently running on the PC. Close CentreVu Agent and restart it after having the PC rebooted. An internal error occurred and CentreVu CentreVu Agent has failed to initialize TAPI Error Agent must exit. Please contact your while establishing connection with the phone system administrator and the switch. Contact your system administrator for identifying the exact reason for this failure. Your call could not be completed. Please Failure to make a call. System resources may not Instructional try again. be available at this moment. Try to make calls later. If failures occur again contact the system administrator. Event logging will be disabled, the The DLL was not found or its loading failed. Instructional LTEVTLOG.DLL file is missing or CentreVu will be still usable, but no event could not be loaded. Please re-install the logging will be performed in case of errors. software to resolve this problem In case of missing one the reinstall the software, This DLL will be copied in the proper directory. If the DLL is present in the directory with the CentreVu Agent executables, but still fails to load, contact the system administrator, as this may be due to other, more complicated reasons. CentreVu Agent has detected a version A software component on the user desktop has Instructional mismatch. It is recommended that different version from the current version of the CentreVu Agent be updated by running CentreVu Agent executable. Install. Click OK to continue running the Make sure that the latest installation has been application or CANCEL to quit performed correctly. Users should not replace different software modules of CentreVu Agent by themselves.
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User Message Description and/or Suggested Course Of Type Action You cannot place a new call because all All call appearances as administered for the Instructional call appearances are currently in use. phone are currently in use. Please release a call and try again Try placing a call after releasing other calls, so that some of the administered call appearance would have become available again. The link to the telephone is not The connection between the PC and the phone Error established (failed). has not been established on initial start-up of CVA. CVA cannot be started in this case. Reconnect the PC to the phone, or wait until the switch is up and then restart CVA. Your current desktop configuration Discontinued - Replaced with the “Failed to N/A cannot be saved! Failed to write the write the desktop configuration to the .INI file” settings to the CVALocal.INI file." event log entry
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Table 38 - Download Phone Data Instructional and Error Messages User Message Description and/or Suggested Course Of Action Type Unable to open the Paster.tmp file to Failure to open a temporary file for writing the Error write phone data phone data during download has occurred. The reasons can be various: insufficient disk space, intensive file usage and read/write operations performed by other applications concurrently, read-only permissions for the disk where the file is to be created, etc. Contact the system administrator for identification of the exact reason. Trace file could not be opened If the debug mode for PASTER is activated this Error message notifies that the error trace file PASTRACE.TXT cannot be opened and tracing will be disabled. The reasons can be various: insufficient disk space, intensive file usage and read/write operations performed by other applications concurrently, read-only permissions for the disk where the file is to be created, etc. Contact the system administrator for identification of the exact reason. The phone data download may take a few Warns the user that the downloading of phone data Instructional minutes to complete. Do you wish to takes some time. It is up to the user to decide continue?" whether the moment is appropriate to proceed with this operation. Your phone data is incomplete. You PASTE.DAT file contains invalid entries. The file Instructional must download phone data to use your could have been corrupted or modified since the phone features. Would you like to last download. download your phone data at this time? Run the phone data download again. The phone data download has completed. Restart CentreVu Agent, so that the new setting on Instructional Please restart Windows to activate your the switch can take in effect. new phone settings Your phone data has not been updated. Due to canceling of the download the phone data is Instructional To update your phone data you must incomplete and not updated for usage. complete a phone data download The download should be completed in order to have the updated phone data valid for usage by CentreVu Agent.
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User Message Description and/or Suggested Course Of Action Type The phone data download failed. Please Downloading of phone data cannot be performed at Error contact your system administrator this moment for various reasons: link is down, switch cannot be dialed with the PASTE FAC as specified during installation, connection to the switch dropped after establishing, malfunctioning of the phone, etc. The system administrator should be called to identify the exact reason The phone data download could not CentreVu Agent is running in low-memory Instructional complete because system memory is low. conditions. System resources cannot be allocated Please close some applications and try for proper phone data downloading. again. Close unused applications currently running on the PC. If still the download fails close CentreVu Agent and restart it after having the PC rebooted. The phone data download was A button on the phone has been pressed while Instructional interrupted by the use of the phone. downloading the phone data. Please try again Terminate the current download and start it again. During this operation avoid manipulating the phone, placing or receiving calls. The phone data download failed, the CVALOCAL.INI does not contain the entry Error PASTE Feature Access Code (FAC) is specifying the dial string for phone data download not administered. Please contact your from the switch. system administrator CVALOCAL.INI should be edited to include this entry or CentreVu Agent should be re-installed and the entry entered when prompted for. The phone data download failed, the This occurs when the Paste.dll is missing from the Error PASTE.DLL file is missing or could not CentreVu Agent installation binary directory [ie. be loaded. Please re-install the software \Program Files\Lucent\CentreVu Agent\bin]. to resolve this problem Reinstall CentreVu Agent. The phone data download failed, there is This occurs after switch data has been processed, Error a problem with the Definity.ini file. but there is a missing or write protected Please contact your system [windows]definity.ini file. Reinstall CentreVu administrator." Agent.
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16.2 Event Logger Exception Message The following is an example of a CentreVu Agent Event Logger Exception Message. In the following example, please note the exception identifier [3871-0-4145] format as follows: aaaa-b-cccc. Exception ID Format Description aaaa (ie. 3871) Event ID - Unique ID - See Event Logger Event IDs and Descriptions Table for resolution information. b (ie. 0) Visual Basic Error Code ID (0=None) cccc (ie. 4145) Event Logger Source Code Position
Note: A CentreVu Agent Event Logger exception will not prevent CentreVu Agent from running or effect call processing. Only the first error event message will be displayed to the end user. Subsequent event log errors will not be displayed to the end-user. See Event Logger Event IDs and Descriptions Table for resolution information.
16.3 Unexpected Errors If a problem exists in the product which produces an unexpected error message, the message will take the form shown in Figure 3. Any error which is not listed in the above two tables is considered an unexpected error. When these errors occur, an escalation will usually be required; in this event, be sure to capture all information appearing in the error message box. This can be accomplished by requesting the user to select the “Details>>” button, selecting all the text in the scrolled region, and pressing Ctrl-C to send the text to the windows clipboard. This text could then be pasted into a document, printed and faxed or included in an e-mail message.
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Figure 3. An Unexpected Error Message
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17. APPENDIX H - SETUP/UNINSTALL ERROR MESSAGES Setup and Installation Error Messages are documented in the User Installation and Administration Guide.
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18. APPENDIX I - FAQ - Frequently Asked Questions
What steps do I take to determine what version of the PassageWay Service Provide CentreVu Agent is using? 1) Start Windows Explorer 2) Select Drive containing [Windows] 3) Select from Menu - Tools...Find...Files or Folders 4) Type in pwsp.tsp (Win95) or pwsp32.tsp (WinNT) 5) Only 1 file should appear and should be located in [Windows]\cva\psgway folder 6) Select file in list and right click to get popup menu 7) Select properties 8) Click on Version Tab 9) Version Information should appear next to File version: label
Does the Callmaster VI support the use of a DCP Extender? Yes. Note: The CallMaster VI must first be connected to Definity before attempting to perform a phone data download.
If the user’s telephon.cpl file is missing, how can they configure their COM Port? Instruct the user to perform the following: 1) Select the Start Button from the Windows Task Bar 2) Select Run… 3) Select the Browse button 4) Browse to and select [Windows]\cva\psgway\Addprov.exe (ie. C:\WINDOWS\Cva\Psgway\AddProv.exe) 5) In the Open text box append
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19. APPENDIX J - CentreVu Agent Troubleshooting Worksheet Date Reported Ticket Number Reported To Phone Ext. Dev. Contact Phone Ext. Build ID CentreVu Agent Callbar Phone Service Install Agent Phone Online Other Data Provider Announce- Settings Help Component Download Configurator ments Problem Summary
Problem Detail Description
Problem Action/ Resolution
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Customer Information
Customer Name Customer Address
Customer Contact Name Customer Contact Phone No Customer Contact Ext No Customer Pager No Contact Available (ie 8am-5pm Mon thru Fri) Comments:
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General Site Information New Definity Hardware Installed? Yes No Definity ECS Model ______Definity Firmware Version in use: ______Verified b Yes No Any Recent Significant Definity Administration Performed? Yes No Any Recent Definity Maintenance Performed? Yes No Approx. Number of CentreVu Agent Installations on Site? ______Number of Workstations affected by problem: ______Frequency of Problem (ie. Approx 1 out of 100 calls) ______Call Center (Primary Call Handling) Inbound Outbound Both Have there been any other call handling problems reported by non Callmaster VI users? Yes No (if yes) - What problems?
Has a Definity Trouble Ticket been generated? Yes No (if yes) Trouble Ticket No. ______Definity Help Desk Contact Name ______Definity Help Desk Contact Phone Number ______
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PASTE Administration Information (If PhoneData Download Problem has occurred, buttons on callbar are disabled, or callbar button behavior problem is being reported) Assigned PASTE FAC _____ Verified that PASTE is enabled on the DEFINITY ECS Yes No Verified that the correct PASTE FAC is defined in cvalocal.ini Yes No Advised user that only a maximum number of simultaneous phone data downloads can be performed (3 for an INTEL processor and 8 for a MIPS processor) Yes No Verified that PASTE in the System-Parameters Customer-Options form has been set to "Y" Yes No Checked that PASTE in the Class of Restriction form is set to "Y" Yes No Verified that a PASTE FAC has been administered for the station. Yes No Verified that the correct COR has been assigned to the station? Yes No Have copies of pastrace.txt using [Paster] ShowDebugWin=1 been received? Yes No Have copies of the station administration been received and checked? Yes No
NOTE: Advised user that a phone data download will be interrupted: Whenever there is an incoming call Yes No Entry of Call Work Code via the CALLMASTER VI voice terminal Yes No When an outgoing call is attempted via the CALLMASTER VI voice terminal Yes No When an ACD agent logs in or out of the DEFINITY ECS via the CALLMASTER VI voice terminal Yes No When pressing a physical button on the CALLMASTER VI voice terminal Yes No If vu-display is activated Yes No If there is a CALLMASTER VI voice terminal and DEFINITY ECS link failure or a CALLMASTER VI voice terminal and PC link failure Yes No When the test
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Announcement Information (If Announcement Problem are occurring complete the following)
Verified that greeting.tbl is not write protected? Yes No Verified that headset is off (headset lamp is on) when attempting to record an announcement? Yes No Confirmed that the user has re-recorded all announcements Yes No Verified that Play On Answer is properly checked? Yes No Advised User that Announcements cannot be automatically played to a bridged appearance. Yes No Verified that the headset volume has been adjusted in the phone settings dialog Yes No Verified that the headset is properly connected to the CALLMASTER VI Yes No
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PC Hardware Information (If Problem reported for a specific PC complete the following)
ComputerName: ______Computer Manufacturer ______Computer Make/Model ______Mhz ______IP Address (optional) ______RAM Memory ______Floppy Drive Yes No CD ROM? Yes No Manufacturer/Model ______Internal Modem Yes No Manufacturer/Model ______External Modem Yes No Manufacturer/Model ______Sound Card Yes No Manufacturer/Model ______SCSI Controller Yes No Manufacturer/Model ______Network Adapter Yes No Manufacturer/Model ______Display Adapter Manufacturer/Model ______Available Diskspace Information Drive ____ containing CentreVu Agent Executables: ______MB Drive ____ containing Windows Folder ______MB Virtual Memory (Swap File Size while CVA running ______MB
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COM Port/Cable Information (If Startup Problem reported for a specific PC complete the following)
Current COM Port Assigned to CentreVu Agent: ______Cable Connection Verified? Yes No 9 to 25 Connection Adapter in use? Yes No 9 pin Cable in use? Yes No Circuit Pack in use? ______Problem occurs when Modem or Terminal Emulation Program is in use? Yes No (WIN 95 Only) - Has ATTCON.exe been executed directly to determine if COM Port is recognized by the PassageWay Service Provider? Yes No Has Cable Configuration been verified as described in Section 7 of the CentreVu Agent Super Guide COMPAS ID: 61876 Yes No Has a COM Port Conflict been detected? Yes No Has COM Port Conflict troubleshooting steps described in Section 8 of the CentreVu Agent Super Guide COMPAS ID: 61876 been attempted? Yes No
COM PORT Bits per Data Parity Stop Flow Input/Outpu Interrupt 16550 UART? Second Bits Bits Control t Range 1 2 3 4
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General PC Information Operating System: WinNT Win95 Dual Boot (Win95 & WinNT) Installation Type of CentreVu Agent: Shared Network Local Recent CVA Phone Download Data Performed? Yes No Recent Software Installation? Yes No (if yes) Product Name ______(if yes) Product Version ______PC Anywhere Installed? Yes No (if yes) Product Version ______(if yes) Dialup Number: ______(if yes) Login ID: ______(if yes) Password:(optional) ______Any Disk Compression Software Installed? Yes No Virus Scan Software Installed? Yes No (if yes) Product Name: ______(if yes) Product Version: ______(if yes) Recent Execution? Yes No Has ScanDisk been recently executed? Yes No Has Defrag been recently executed? Yes No Does problem only occur if CentreVu Agent is only application running? Yes No (if No - What applications are running with CentreVu Agent - List Here)
1. 6. 2. 7. 3. 8. 4. 9. 5. 10.
Is software installation occur using a configuration management tools such as (SMS - Systems Management Server?) Yes No Has Installation Version File List been verified against user’s PC? Yes No Has CentreVu Agent Configuration file attributes been inspected? Yes No Any warning or informational messages appear during rebooting? Yes No (if Yes) - Describe:
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Captured Information (Received and Inspected)
Have copies of installation logs been received? Yes No Have copies of event logs using [Callbars] LogTrace=1 been received? Yes No Have copies of pwevent.log and pwsplog.txt been received? Yes No Have copies of pastrace.txt using [Paster] ShowDebugWin=1 been received? Yes No Have copies of the station administration been received? Yes No Have copies of cvalocal.ini, (Win95) psgway.ini, definity.ini been received? Yes No Have copies of Paster.map and Paster.dat been received? Yes No Have copies of greeting.tbl been received? Yes No Text Capture of GPF Information been received? (if GPF has occurred) Yes No Printouts of Station Administration has been received Yes No Has any diagnostic programs such as WINMSD, MSD, SYSMON, etc been executed on the user’s PC and has output files been received? Yes No Have event log error information been researched and resolution attempt as described in section 5 of the CentreVu Agent Super Guide COMPAS ID:61876? Yes No
Callmaster VI Information CentreVu Agent Firmware Version: ______Manufacturer/Model Headset in use: ______Is a Dial Tone heard on the Callmaster VI? Yes No Is the Callmaster VI voice terminal connected to 2 wire DCP line? Yes No Does the Callmaster VI voice Terminal Status Indicator appear on Status Bar Yes No Does more than one CVA Status Indicator appear on the Status Bar? Yes No Has the Callmaster VI internal diagnostic test been performed? Yes No Did the Callmaster VI internal diagnostic test fail? Yes No Does a Physical Headset Volume Control exist? Yes No Does the problem still occur if the CALLMASTER VI has been replaced? Yes No Does the problem still occur if the Headset has been replaced? Yes No Does the problem still occur if the serial cabling has been replaced? Yes No
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20. APPENDIX K - TAPI Assisted Dialing Example Program (EXCEL) ' ' File Name: DialMac.xls (DialMacro) ' Description: This example program demonstrates how program TAPI Assisted Dialing using VBA ' Copyright (C) 1998 Lucent Technologies - Bell Labs - All rights reserved. ' ' This source code is only intended as a supplement example ' on how to make a call to TAPI Assisted Dialing. ' ' Create Excel Macro Sheet... ' ' Step 1: Select Insert...Macro...Module ' Step 2: Copy Macro Text to Module1 ' Step 3: Double click Module1 Sheet Tab and rename to DialMacro ' ' This example macro requires a dialog sheet to be created. ' ' Step 1: From Main Menu, Select Insert...Macro...Dialog ' Step 2: Delete the OK and Cancel Buttons ' Step 3: Change the caption of the dialog to "Tapi Assisted Dialing Demo" ' Step 4: Select Format...Sheet...Rename ' Step 5: Rename Dialog1 to DialDialog ' Step 6: Add a Label and change caption to "Dial Number" ' Step 7: Add a edit box ' Step 8: Select edit box and change the name using the formula bar from ' "Edit Box xx" to txtDialNumber ' Step 9: Add a command button to dialog ' Step 10: Change button caption to Send Digits ' Step 11: Right Click on button and Assign Macro to dialmac.xls!DialMacro.DialMacro ' Step 12: From Main Menu, Select Tools...Macro...PopDialDialog ' Step 13: Click Run Button ' ' S P E C I A L N O T E : ' ' Before running this example program, be sure to install Lucent ' CentreVu Agent and enabling TAPI Assisted Dialing by ' checking the "Use CentreVu Agent to handle voice call ' requests from other programs". This can be done by ' running [Windows]\cva\psgway\Addprov.exe -a
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Private Declare Function tapiRequestMakeCall Lib "tapi32" (ByVal lpszDestAddress As String, ByVal lpszAppName As String, ByVal lpszCalledParty As String, ByVal lpszComment As String) As Long
'tapiRequestMakeCall Return Error Description Information ' 'TAPIERR_NOREQUESTRECIPIENT No recipient application is available to handle the request. ' The user should start the recipient application and try ' again. ' 'TAPIERR_REQUESTQUEUEFULL A recipient application is active, but the request queue is ' full or there is insufficient memory to expand the queue. ' The application can try again later. ' 'TAPIERR_INVALDESTADDRESS The pointer to the destination address is not valid, ' is NULL, or the destination address string is too long. ' 'TAPIERR_INVALPOINTER The pointer does not reference a valid memory location. ' One or more of the pointers lpszDestAddress, lpszAppName, ' lpszCalledParty, or lpszCommenthave been specified but are ' invalid.
Sub PopDialDialog()
DialogSheets("DialDialog").Show
End Sub
Sub DialMacro()
'Tapi tapiRequestMakeCall Return Codes Const TAPI_SUCCESSFUL = 0 Const TAPIERR_NOREQUESTRECIPIENT = -2 Const TAPIERR_REQUESTQUEUEFULL = -3 Const TAPIERR_INVALDESTADDRESS = -4 Const TAPIERR_INVALPOINTER = -18 Dim lReturnValue As Long Dim sDialNumber As String Dim sMsgText As String Dim sTitle As String Dim iStyle As Integer
With Sheets("DialDialog")
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If .EditBoxes("txtDialNumber").Text <> "" Then sDialNumber = .EditBoxes("txtDialNumber").Text lReturnValue = tapiRequestMakeCall(sDialNumber, "ExcelDialMacro", "Called Party", "Any Comment") If lReturnValue <> TAPI_SUCCESSFUL Then sMsgText = "TAPI Assisted Dialing Error: " & Str(lReturnValue) iStyle = vbOK sTitle = "Excel Assisted Dialing Error" lReturnValue = MsgBox(sMsgText, iStyle, sTitle) End If Else sMsgText = "You need to type in a phone number before pressing the Send Digits button" iStyle = vbOK sTitle = "Excel Assisted Dialing" lReturnValue = MsgBox(sMsgText, iStyle, sTitle) End If End With End Sub
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Lucent Technologies - Proprietary Use Pursuant to Company Instructions Lucent CentreVu Agent SUPERGUIDE Issue 1.1 Page 115
21. APPENDIX L - TAPI Assisted Dialing Example Program (FOXPRO) * Program Name: Dialer.prg * Description: This example program demonstrates the use * of Assisted Dialing from FoxPro 3.0 Windows 95 * * Copyright (C) 1998 Lucent Technologies - Bell Labs * All rights reserved. * * S P E C I A L N O T E : * * Before running this example program, be sure to install Lucent * CentreVu Agent and enabling TAPI Assisted Dialing by * checking the "Use CentreVu Agent to handle voice call * requests from other programs". This can be done by * running [Windows]\cva\psgway\Addprov.exe -a * *tapiRequestMakeCall Return Error Description Information * *TAPIERR_NOREQUESTRECIPIENT No recipient application is available to handle the request. * The user should start the recipient application and try * again. * *TAPIERR_REQUESTQUEUEFULL A recipient application is active, but the request queue is * full or there is insufficient memory to expand the queue. * The application can try again later. * *TAPIERR_INVALDESTADDRESS The pointer to the destination address is not valid, * is NULL, or the destination address string is too long. * *TAPIERR_INVALPOINTER The pointer does not reference a valid memory location. * One or more of the pointers lpszDestAddress, lpszAppName, * lpszCalledParty, or lpszCommenthave been specified but are * invalid.
* * Main Program * frmDialer = CREATEOBJECT('frmDialerWin') frmDialer.Show(1)
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* Define Dialer Window Class DEFINE CLASS frmDialerWin AS FORM Scale = 3 Top = 2 Left = 10 Height = 7 Width = 60 Enabled = .T. ScaleMode = 0 Backcolor = RGB(192,192,192) Caption = "Dialer Demo"
* Add Phone Number Label ADD OBJECT lblPhoneNo AS LABEL WITH ; Top = 2 , ; Left = 5 , ; Caption = "Phone Number:" , ; Backcolor = RGB(192,192,192) , ; Height = 30 , ; Width = 50 , ; Visible = .T. , ; Name = "lblPhoneNo"
* Add Entry Text Box ADD OBJECT txtDialNumber AS TEXTBOX WITH ; Top = 1.5 , ; Left = 27 , ; Height = 1.5 , ; Width = 30 , ; Visible = .T. , ; Name = "txtDialNumber"
* Add Send Digits Command Button ADD OBJECT cmdSendDigits AS COMMANDBUTTON WITH ; Top = 4.5 , ; Left = 20 , ; Height = 2 , ; Width = 20 , ; Caption = "Send Digits" , ; Default = .T. , ; Visible = .T. , ; Name = "cmdSendDigits" Lucent Technologies - Proprietary Use Pursuant to Company Instructions Lucent CentreVu Agent SUPERGUIDE Issue 1.1 Page 117
* Procedure calls tapiRequestMakeCall function - See Microsoft Telephony * SDK documentation for additional details
PROCEDURE cmdSendDigits.Click
* Tapi tapiRequestMakeCall Return Codes
#DEFINE TAPI_SUCCESSFUL 0 #DEFINE TAPIERR_NOREQUESTRECIPIENT -2 #DEFINE TAPIERR_REQUESTQUEUEFULL -3 #DEFINE TAPIERR_INVALDESTADDRESS -4 #DEFINE TAPIERR_INVALPOINTER -18
lcPhoneNumber = THISFORM.txtDialNumber.Value lclibname="tapi32.DLL" DECLARE INTEGER tapiRequestMakeCall ; IN &lclibname ; STRING @ cDestAddress, STRING @ cAppName, STRING @ cCalledParty, STRING @ cComments
lnReturnValue=tapiRequestMakeCall (@lcPhoneNumber ,"App Name","Called Party", "Comments")
DO CASE CASE lnReturnValue = TAPI_SUCCESSFUL CASE lnReturnValue = NOREQUESTRECIPIENT = MESSAGEBOX("A NOREQUESTRECIPIENT TAPI ERROR HAS OCCURRED") CASE lnReturnValue = TAPIERR_REQUESTQUEUEFULL = MESSAGEBOX("A REQUESTQUEUEFULL TAPI ERROR HAS OCCURRED") CASE lnReturnValue = TAPIERR_INVALDESTADDRESS = MESSAGEBOX("A INVALDESTADDRESS TAPI ERROR HAS OCCURRED") CASE lnReturnValue = TAPIERR_INVALPOINTER = MESSAGEBOX("A INVALPOINTER TAPI ERROR HAS OCCURRED") OTHERWISE = MESSAGEBOX("AN UNKNOWN TAPI ERROR HAS OCCURRED") ENDCASE ENDPROC ENDDEFINE
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22. APPENDIX M - TAPI Assisted Dialing Example Program (VISUAL BASIC 5.0) VERSION 5.00 Begin VB.Form frmDialer BorderStyle = 3 'Fixed Dialog Caption = "Dialer Demo" ClientHeight = 1170 ClientLeft = 2010 ClientTop = 3330 ClientWidth = 3810 LinkTopic = "Form1" MaxButton = 0 'False MinButton = 0 'False PaletteMode = 1 'UseZOrder ScaleHeight = 1170 ScaleWidth = 3810 ShowInTaskbar = 0 'False Begin VB.TextBox txtDialNumber Height = 300 Left = 1335 TabIndex = 1 Top = 105 Width = 2325 End Begin VB.CommandButton cmdDial Caption = "&Send Digits" Default = -1 'True Height = 375 Left = 1290 TabIndex = 2 Top = 615 Width = 1170 End Begin VB.Label lblPhoneNo Caption = "&Phone Number:" Height = 345 Left = 105 TabIndex = 0 Top = 150 Width = 1215 End End Attribute VB_Name = "frmDialer"
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Attribute VB_GlobalNameSpace = False Attribute VB_Creatable = False Attribute VB_PredeclaredId = True Attribute VB_Exposed = False Option Explicit ' ' File Name: Dialer.frm ' ' Description: This example program demonstrates how program TAPI Assisted ' Dialing using Visual Basic 5.0 ' ' Copyright (C) 1998 Lucent Technologies - Bell Labs ' All rights reserved. ' ' This source code is only intended as a supplement example ' on how to make a call to TAPI Assisted Dialing.
' S P E C I A L N O T E : ' ' Before running this example program, be sure to install Lucent ' CentreVu Agent and enabling TAPI Assisted Dialing by ' checking the "Use CentreVu Agent to handle voice call ' requests from other programs". This can be done by ' running [Windows]\cva\psgway\Addprov.exe -a ' 'tapiRequestMakeCall Return Error Description Information ' 'TAPIERR_NOREQUESTRECIPIENT No recipient application is available to handle the request. ' The user should start the recipient application and try ' again. ' 'TAPIERR_REQUESTQUEUEFULL A recipient application is active, but the request queue is ' full or there is insufficient memory to expand the queue. ' The application can try again later. ' 'TAPIERR_INVALDESTADDRESS The pointer to the destination address is not valid, ' is NULL, or the destination address string is too long. ' 'TAPIERR_INVALPOINTER The pointer does not reference a valid memory location. ' One or more of the pointers lpszDestAddress, lpszAppName, ' lpszCalledParty, or lpszCommenthave been specified but are '
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Private Declare Function tapiRequestMakeCall Lib "tapi32" (ByVal lpszDestAddress As String, ByVal lpszAppName As String, ByVal lpszCalledParty As String, ByVal lpszComment As String) As Long Private Sub cmdDial_Click() Dim lReturnValue As Long Dim sPhoneNumber As String Dim sAppProductName As String Dim sMsgText As String Dim sTitle As String Dim iStyle As Integer
'Tapi tapiRequestMakeCall Return Codes Const TAPI_SUCCESSFUL = 0 Const TAPIERR_NOREQUESTRECIPIENT = -2 Const TAPIERR_REQUESTQUEUEFULL = -3 Const TAPIERR_INVALDESTADDRESS = -4 Const TAPIERR_INVALPOINTER = -18
sPhoneNumber = txtDialNumber sAppProductName = App.ProductName
If txtDialNumber <> "" Then lReturnValue = tapiRequestMakeCall(sPhoneNumber, "", "Called Party", "Comment") If lReturnValue <> TAPI_SUCCESSFUL Then sMsgText = "TAPI Assisted Dialing Error: " & Str(lReturnValue) iStyle = vbOK sTitle = "Excel Assisted Dialing Error" lReturnValue = MsgBox(sMsgText, iStyle, sTitle) End If End If
End Sub
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