Alcatel-Lucent

Application Partner Program

API Definitions

All Rights Reserved Alcatel-Lucent 2010

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I.

OVERVIEW ........................................................................................ 4
1.1

Definitions .................................................................................. 4

1.2 API Classes.................................................................................. 5

1.2.1 Open APIs ..................................................................................5
1.2.2 Reserved APIs .............................................................................5
1.2.3 Restricted and Unpublished APIs .......................................................6
1.3

Alcatel-Lucent Products Supported ................................................... 6

1.4

API Categories ............................................................................. 8

1.5

APIs by class, product and category .................................................. 10

TAPI Premium Server [OXE] {Reserved} .................................................. 11

TSAPI Premium Server [OXE, OTCCSE, OTCCPE] {Reserved} ......................... 12

Passive Recording Interface [OXE, OXO, OTCCSE, OTCCPE] {Reserved}............ 13

Active Recording Interface [OXE, OTCCSE, OTCCPE] {Restricted}................... 14

SIP [OXE] {Reserved} ......................................................................... 15

My Teamwork 8660 [ACS] {Reserved}..................................................... 16

Telephony Web Services [OXE, OXO, ICS] {Open}...................................... 17

Messaging Web Services [OXE, ICS] {Open}.............................................. 18

10 Management Web Services [OXE, ICS] {Open} .......................................... 19

11 One-Number Web Services [OXE, ICS] {Open} .......................................... 20
12 Teamwork Web Services [OXE, ICS] {Open} ............................................. 21
13 Paging Interface [OXE] {Restricted} ....................................................... 22
14 AHL Interface [OXE] {Reserved}............................................................ 23
15 CDR Interface [OXE] {Reserved}............................................................ 24
16 SNMP Interface [OXE] {Reserved} .......................................................... 25
17 4760 Ticket Collector [OXE, OXO, NMS] {Reserved}.................................... 26
18 4760 VoIP Performance [OXE, NMS] {Reserved} ........................................ 27
19 VoIP Tickets-on-the-Fly [OXE] {Reserved}................................................ 28
20 VPS [OXE] {Reserved} ........................................................................ 29
21 QSIG [OXE] {Reserved} ....................................................................... 30
22 CSTA for OXE [OXE, OTCCSE, OTCCPE] {Reserved} ..................................... 31
23 InfoCenter [OXE] {Reserved}................................................................ 32
24 RTI [OTCCSE] {Reserved} .................................................................... 33
25 WMI [OTCCSE] {Reserved} ................................................................... 34
26 CCTI or CCA SDK [OTCCSE] {Reserved}.................................................... 35
27 TAPI Server [OXO] {Reserved} .............................................................. 36
28 CSTA for OXO [OXO] {Reserved}............................................................ 37

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29 OHL Interface [OXO] {Reserved} ........................................................... 38
30 XML IP Touch Service [OXE, OXO, ICS] {Open} .......................................... 39
31 My IC Phone SDK [OXE, OXO, ICS] {Open}................................................ 40
32 CDR Interface [OXO] {Reserved} ........................................................... 41
33 Call Accounting Web Service [OXO] {Reserved} ......................................... 42
34 PIMphony SDK [OXO] {Reserved} ........................................................... 43
35 Glossary ......................................................................................... 44

I. OVERVIEW
The Alcatel-Lucent Application Parter Program (AAPP) is designed to support companies
that develop communications applications for Alcatel-Lucent's enterprise solutions,
including IP infrastructure products, IP telephony products and communications
applications.
To support the Program and developers, Alcatel-Lucent offers an array of application
programming interfaces (APIs) including protocols and software development kits
(SDKs) that enable customers and partners to build integrated communications
solutions for enterprises. These solutions drive effective communications for the
enterprise, accelerating business innovation and enhancing customer satisfaction.
Alcatel-Lucent makes it easy to integrate third-party applications with its network
infrastructure products, communications platforms and software suites. The company
offers a large range of documented APIs, supported by Alcatel-Lucent experts. These APIs
enable your application to interoperate with Alcatel-Lucent solutions, while offering your
customers a rich set of features.

1.1 Definitions
In this document, an API designates a means for interworking with Alcatel-Lucent
platforms (such as OmniPCX Enterprise, OmniPCX Office, etc.), in order to access specific
resources. Two sorts of APIs are provided:

A protocol description, i.e., a document that describes the protocol in detail. The
protocol may be based on either a:
-

Proprietary definition (e.g., Alcatel-Lucent Hotel/Hospitality Link Interface

(AHL), Call Detail Record (CDR), etc.); or

Standard definition (e.g., CSTA, SIP, QSIG, etc.: see Glossary)

A full SDK, which includes guidelines, a library, tools and examples, and is based
on either a:
-

Proprietary definition (XML Phone Web Service, TSAPI Premium Server,

etc.); or

Standard definition (TAPI Premium Server)

1.2 API Classes

There are four classes of APIs, associated with increasingly restricted levels of access:
API class
Open
Reserved
Restricted
Unpublished

Access
Available to all developers, free of charge
Reserved for Program participants
Restricted to Program participants and subject to a
specific contractual agreement
Restricted to Program participants and available only in
collaboration with Alcatel-Lucent R&D

1.2.1 Open APIs

Open APIs give developers access to Alcatel-Lucent's next-generation development tools.
These APIs enable you to develop innovative applications for the Alcatel-Lucent
Application Phone, empower your business applications with IP communication features,
or provide users with the global benefits of unified communications. Whatever the goal,
you'll find powerful tools for developing valuable applications.
Alcatel-Lucent Open APIs are available to all developers free of charge. There are two
large families of Open APIs:

Alcatel-Lucent 8082 My IC Phone SDK

The IC Phone Software Development Kit simplifies development on the My IC Phone
device. For more information, see www.developer-enterprise.alcatel-lucent.com

Alcatel-Lucent XML Web Services, XML IP Touch Services, etc.

Alcatel-Lucent XML Web Services provide key functions for the entire range of
enterprise solutions.

1.2.2 Reserved APIs

Alcatel-Lucent has documented a set of reserved APIs that are supported by its
communication platforms. The associated SDKs include technical documentation, drivers
and documented examples.
These APIs are reserved for participants in the Program. They may be downloaded from
the private area of the Application Partner web site.

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1.2.3 Restricted and Unpublished APIs
Restricted APIs are not available to all participants: they require specific agreement from
Alcatel-Lucent and a contractual commitment from the participant. The following APIs
are in this class:

Active Recording interfaces (TDM DR-Link and IP DR-Link)

Paging
SIP Device Management
SIP for voice mail

Unpublished APIs require collaboration with Alcatel-Lucent R&D. They are not described
in this document.

1.3 Alcatel-Lucent Products Supported

Products currently supported are as follows:

Alcatel-Lucent OmniTouch 8082 My IC Phone (IC Phone) offers an open

platform and an entirely new user interface based on a large multi-touch display.
Powered by pioneering new software and an open interface, it has a 7-inch wide
capacitive touch screen that is LED-backlit and includes context-aware sensory
feedback, as well as connectivity to Bluetooth and USB devices. See related APIs

Alcatel-Lucent IP Touch Phones (IP Touch): Full-featured IP Touch phones from

the Alcatel-Lucent 8 Series offer integrated IP connectivity and telephony. In
addition to the converged power of data and VoIP, these terminals support a range
of features and functions, including Web-based XML business applications. See
related APIs

Alcatel-Lucent OmniPCX Enterprise Communication Server (OXE): The AlcatelLucent OmniPCX Enterprise is a highly scalable solution based on a pure software
communications server platform that provides multimedia call processing for both
Alcatel-Lucent and third-party clients/phones including TDM, IP and SIP. See
related APIs

Alcatel-Lucent OmniPCX Office Communication Server (OXO): The AlcatelLucent OmniPCX Office is an integrated communications system for small and
medium-sized businesses (SMBs), providing a personal communications manager
(Alcatel-Lucent PIMphony Softphone), an advanced call center solution, secure
high-speed Internet access, advanced TDM and IP telephony and LAN switching.
The Alcatel-Lucent solution consists of a pre-configured server that provides every
employee with voice, Internet, e-mail and data capabilities. See related APIs

Alcatel-Lucent OmniTouch 8400 Instant Communications Suite for Enterprise

(ICS): The Alcatel-Lucent OmniTouch 8400 Instant Communications Suite is a
cutting-edge software suite providing a full set of IP-based unified communication
services. These services allow subscribers to tailor, control and manage calls,
messages, directories, collaboration tools and information wherever they are (at

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the office, away on business, in a meeting, at home), using any device and any
interface. See related APIs

Alcatel-Lucent OmniTouch 8460 Advanced Communications Server (ACS): A SIPand software-based platform within the award-winning Alcatel-Lucent OmniTouch
8400 Instant Communications Suite, the OmniTouch 8460 ACS is now being
released as a development tool for enablement of business applications and
process communications. Carriers, OEMs, systems integrators and businesses are
already using it as a communications and presence engine to enable the rapid
deployment of a wide range of real-time applications and services for hosted and
premises-based environments across wireless and wireline networks. See related
APIs

Alcatel-Lucent OmniVista 4760 Network Management System (NMS): The

Alcatel-Lucent OmniVista 4760 NMS is a comprehensive set of network
management applications that are designed for IP telephony and IP networking and
that simplify the management of Alcatel-Lucent networking devices. OmniVista
solutions allow managers to monitor network activity, configure and troubleshoot
each device, and manage an entire network from a single platform. See related
APIs

Alcatel-Lucent OmniTouch Contact Center Standard Edition (OTCCSE): The

Alcatel-Lucent OmniTouch Contact Center Standard Edition is designed for
customers with small- to medium-capacity contact centers (10 to 30 agents) and is
the ideal solution for voice communications needs. This modular suite includes:
CCDistribution, CCSupervision, CCagent, CCivr, CCoutbound and Wallboard
Manager. See related APIs

Special case:

Alcatel-Lucent OmniTouch Contact Center Premium Edition (OTCCPE): Designed

for customers with medium-capacity contact centers (20-150 agents), the AlcatelLucent OmniTouch Contact Center - Premium Edition is a converged multimedia
solution for voice and e-mail, built on Genesys technology. It provides a unique,
easy-to-use graphical user interface (called Visual CC), from which all operations
can be managed and monitored.
NOTE: This platform is currently not part of the Program, as its SDKs (called Openness
Packs) are based on Genesys SDKs and require specific licensing agreements, as detailed in
the Alcatel-Lucent OmniTouch Contact Center Premium Edition Openness Packs Product
Description.

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1.4 API Categories
APIs are grouped by category:

Management
This category includes all APIs designed to collect billing and statistics tickets;
monitor traps and alarms; and access the PBX database. Examples of Management
APIs:
- 4760 Ticket Collector
- 4760 VoIP Performance Ticket Collector
- VoIP Ticket-on-the-Fly
- Call Accounting, CDR
- SNMP
- Management Web Service
- SIP Device Management [Restricted]

Hospitality/Healthcare
These APIs enable Hospitality or Healthcare applications to benefit from the full
range of features of OmniPCX platforms. Examples of Hospitality/Healthcare APIs:
- AHL/OHL
- SIP

Recording
Includes APIs that enable voice-recording applications. Passive recording
connectivity is provided by Reserved APIs, while active recording is provided by
Restricted APIs (see below). Examples of Recording APIs:
- Passive recording APIs (Extension, Trunk)
- Active recording APIs (TDM DR-Link, IP DR-Link) [Restricted]

End point
Includes interfaces that integrate third-party SIP terminals. Example of End-Point
API: SIP

Contact Center
Includes interfaces that enable contact center CTI integration at the server or
client level, as well as call center monitoring and management. Examples of
Contact Center APIs:
- Telephony Server API (TSAPI) Premium Server
- Computer Supported Telephony Application (CSTA)
- Real-Time Interface (RTI)
- Workforce Management Interface (WMI)
- Call Center Agent (CCA)

Notification
Includes interfaces that enable an alarm server application based on text or voice
notification. Examples of Notification APIs:
- Paging
- CSTA
- Telephony Web Services

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Collaboration/Conferencing
Includes APIs enabling third-party applications to provide conferencing and
collaboration services. Examples of Collaboration/Conferencing APIs:
- OmniTouch My Teamwork 8660 (ACS)
- Teamwork Web Service

Contact Management
Includes APIs that enable operator applications using advanced user data. Example
of a Contact Management API:
- InfoCenter

Business Integration
Includes interfaces that enable desktop or server integration of business
applications. Examples of Business Integration APIs:
- TSAPI Premium Server
- TAPI Premium Server, TAPI Server
- CSTA
- Telephony Web Service
- One-Number Web Service
- XML IP Touch Services
- QSIG
- PIMphony SDK

Voice Mail
Includes interfaces that enable interaction with integrated or third-party voice
mail. Examples of Voice Mail APIs:
- Messaging Web Service
- VPS
- SIP [Restricted]

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1.5 APIs by class, product and category
The table below lists all available APIs by class, product and category.

Notification

Contact Center

End Point

Recording

Hospitality

Management

ICS

ACS

IC Phone

IP Touch

NMS

X
X
X

X
X
X
X
X

X
X
X

X
X
X

X
X

X
X

X
X
X
X

X X X X

X X X

X X X X

X X

X
X
X

X
X
X
X

X
X
X
X
X
X
X

X
X
X
X
X
X
X

X
X
X
X
X
X

X
X
X
X
X
X

X
X

X
X

X
X
X
X
X
X

OTCCPE

X
X
X
X

OTCCSE

Category

X X X X X X X

X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X

OXE

RESTRICTED

Platform/Product

OXO

4760 Ticket Collector

4760 VoIP Performance Ticket Collector
VoIP Tickets-on-theFly
CDR for OXE
CDR for OXO
Call Accounting Web Service
SNMP
SIP End Point
ACS
AHL
OHL/OLD
CCA / CCTI
CSTA for OXE
RTI
WMI
CSTA for OXO
Passive Recording
Active Recording
TSAPI Premium Server
InfoCenter
Paging
PIMphony SDK
QSIG
TAPI Premium Server
TAPI Server for OXO
VPS/analog
XML IP Touch
One-Number Web Service
Messaging Web Service
Management Web Service
Telephony Web Service
Teamwork Web Service
My IC Phone SDK

RESERVED

Class

OPEN

API

Key to Platforms/Products
OXO
Alcatel-Lucent OmniPCX Office Communication Server
OXE
Alcatel-Lucent OmniPCX Enterprise Communication Server
OTCCSE Alcatel-Lucent OmniTouch Contact Center Standard Edition
OTCCPE Alcatel-Lucent OmniTouch Contact Center Premium Edition
NMS
Alcatel-Lucent OmniVista 4760 Network Management System
IP Touch Alcatel-Lucent IP Touch Phones
IC Phone Alcatel-Lucent OmniTouch 8082 My IC Phone
ACS
Alcatel-Lucent OmniTouch 8460 Advanced Communication Server
ICS
Alcatel-Lucent OmniTouch 8400 Instant Communications Suite for Enterprise

2 TAPI Premium Server [OXE] {Reserved}

TAPI Premium Server
The Alcatel-Lucent Telephone Application Programming Interface (TAPI) Premium Server
is a TAPI Telephony Service Provider (TSP) that enables TAPI applications to access the
telephony services of the Alcatel-Lucent OmniPCX Enterprise system. Its client/server
architecture, ability to support a wide range of telephone sets and compatibility with all
network architectures fulfill all Computer Telephony Integration (CTI) needs at low
cost.
An SDK is available for building or adapting applications that take full advantage of
OmniPCX Enterprise telephony features.

BENEFITS

FEATURES
 TAPI client/server TSP
 Compatible with applications that
 interwork with TAPI Releases 2.1 and
3.0
 Adds telephone service capabilities
to standard Windows applications
 Development and integration basis
for CTI applications
 SDK available, providing access to
unique OmniPCX Enterprise
telephony features
 Designed for OmniPCX Enterprise
system with Alcatel-Lucent IP
Touch phones and Alcatel-Lucent
digital phones
 Direct Computer Supported
Telecommunications Applications
(CSTA) mapping

 Compatible with TAPI applications

 Client/server architecture reduces
support, maintenance and hardware
costs
 Simplified installation, administration
and integration for any network
topology
 Toolkit for developing CTI applications
 Compatible with non-TAPI standard
Windows applications, using the
assisted telephony function

RESOURCES
Software
Installation Manual
Administration Guide
Developers' Guide
Feature List

Assisted Telephony
TAPI/CSTA Comparison
Data Sheet
Product Presentation
Release Notes

3 TSAPI Premium Server [OXE, OTCCSE, OTCCPE]

{Reserved}

TSAPI Premium Server

The Alcatel-Lucent Telephony Server Application Programming Interface (TSAPI) is based
on the Novell TSAPI architecture and programming interface and integrates server-based
telephony control with desktop (client) or server applications on enterprise-wide networks.
TSAPI incorporates Computer Supported Telecommunications Applications (CSTA)
telephony call control services, device monitoring services and query services.

FEATURES

BENEFITS

 Communications solutions in
Windows or Linux environment

 Real network-enabled application with

centralized management and backup of
servers distributed throughout the
network

 Compatible with all versions of

OmniPCX Enterprise
 Network support: one server per
OmniPCX node
 Multi-protocol support: ECMA/V1,
ECMA/V2, CCA, IVR, etc.
 Support for active recording features

 Designed for business and contact

center environments
 Transparent support for spatial
redundancy for all clients
 Includes a GUI-enabled client that
simulates all services and displays all
events/messages.

 Central administration by GUI

 Support for all CSTA services and
events

 Optimizes licenses by multiplexing

CSTA requests
 Rich feature set for developers: log,
debug, client source code, etc.

RESOURCES
Runtime Software
Installation Manual (Windows/Linux)
Developers' Guide

SDK
Product Overview
Release Notes

4 Passive Recording Interface [OXE, OXO, OTCCSE,

OTCCPE] {Reserved}

Passive Recording
The Alcatel-Lucent OmniPCX platforms provide several methods for capturing voice by
reusing existing interfaces. These passive methods do not require any action by the voice
recording system:
 Extension-side recording: taps the extension lines connecting the phones to the
audio boards
 Trunk-side recording: taps the trunk lines connecting the trunk boards to the
PSTN
 IP sniffing: sniffs (or mirrors) the IP networks

FEATURES

BENEFITS

 Extension-side recording is
appropriate for recording a small
number of digital or analog extensions
 Trunk-side recording is appropriate
for large systems, for all types of
telephone sets that make incoming or
outgoing calls over PSTN trunks

 Available for both the OmniPCX

Office and Enterprise platforms
 Several CTI links can be used (TSAPI
Premium Server, Genesys T-Server,
CDR), but are not mandatory

 IP sniffing is appropriate for the

operator console

RESOURCES
Recording Overview
Trunk-Side Recording Guidelines

Trunk-Side Recording Test Plan

Related information: see TSAPI

5 Active Recording Interface [OXE, OTCCSE, OTCCPE]

{Restricted}

Active Recording
Active Recording interfaces were designed and developed on OmniPCX Enterprise
to overcome the limitations of the Passive Recording interfaces. A call copy is
provided to the voice recording system on its request, using one of two methods:
 Dedicated Recording Link (TDM DR-Link), where the TDM recorder is
connected to PCM boards
 IP Dedicated Recording Link (IP DR-Link), where a direct RTP flow is
established between IP phones and the VoIP recorder

FEATURES

BENEFITS

 The Omni PCX administrator can

configure the system to prevent the
recording of users

 Dedicated license control based on

simultaneous recording channels
(independent of declared/monitored
extension to be recorded)

 One or more optional beeps can be

issued to notify the external party
when recording
 Full compatibility with OmniPCX
network and branch survivability
mode
 Full support for recording of
encrypted calls (IP DR-Link)
 Can mix both recording methods on
the same OmniPCX

 Less cabling needed and resources

optimized compared to passive
recording interfaces
 Strong security and confidentiality
 No restriction of telephony services
due to recording
 When using the TSAPI Premium
Server, benefis include TSAPI
reliability, with its transparent
support for spatial redundancy for
OXE, and CTI server backup

RESOURCES (Restricted)
Recording Overview

IP DR-Link Guidelines

TDM DR-Link Guidelines

Related information: see TSAPI

6 SIP [OXE] {Reserved}

SIP for End Point
The Session Initiation Protocol (SIP) is a simple, open protocol that enables new
multimedia applications for voice, data and video. The OmniPCX Enterprise handles
SIP phones the same way as any other proprietary sets, providing powerful features
including telephony services (multi-line, supervision, tandem, boss/secretary, hotel,
group calls, etc.); use of prefix (forward, substitution, wake-up, etc.); CSTA
monitoring, etc.

FEATURES

BENEFITS

 Access to OmniPCX Enterprise

features and application support,
including hospitality services,
twinset and hunting groups via SIP,
dual-tone multi-frequency (DTMF)
codes and voice guides
 Use of policy enforcement for SIP
devices, such as call barring, call
detail records, high availability and
admission control

 Take advantage of Omni PCX

Enterprise benefits as regards
scalability, reliability, and high
availability
 Tight integration in the overall IP
telephony solution, including all TDM
and IP phones, fax, H. 323 and TDM
trunks
 Can be deployed through OmniVista
4760 SIP Device Management
 Full compatibility with active recording
methods (DR-Link)

RESOURCES
Introduction and Profiling

Developers' Guide

Supported RFC Lists

Questionnaire

7 My Teamwork 8660 [ACS] {Reserved}

My Teamwork
The My Teamwork API is used for integrating conference call scheduling and
administration into external applications.
The interface can interact with Alcatel-Lucent's OmniTouch 8460 Advanced
Communication Server (ACS) through SIP, VCS XML, SIP-CC or CDR.

FEATURES

BENEFITS

 Provides a SIP server for complex

conference session control and
presence event management

 Adds value to enterprise applications

via conferencing, collaboration and
presence capabilities

 Provide an HTTP/XML interface

(VCS XML) to schedule
conferences, create recordings and
manage AMDS voice mail
broadcasts and access other userbased features available in ACS

 Easy incorporation of (XML- and

HTTP-based) REST Web service APIs,
for a rapid time to market

RESOURCES
ACS Software
Release Notes

Developers' Guide

8 Telephony Web Services [OXE, OXO, ICS] {Open}

Telephony Web Services
XML Web Services are fundamental building blocks for distributed computing on the
Internet. Alcatel-Lucent OmniTouch 8410 Instant Communications Web Services
are open interfaces that link the world of telephony to that of the Web, connecting
Alcatel-Lucent's communication services to customer business applications. They are
designed for use on the Alcatel-Lucent OmniPCX Office and Alcatel-Lucent OmniPCX
Enterprise communication platforms.
Telephony Web Services provide detailed information about the current incoming
call; personal phonebook management; phone set management; unified directory
access; nomad mode; and call log.

FEATURES

BENEFITS

 Support for basic and advanced

call-control services:
o Make, take, clear a call
o Transfer/conference call
o DTMF dialing
o Recording
o Call management: forward,
lock/unlock, do not disturb,
overflow, camp-on, etc.
o Phonebook access
o Nomad mode
o Call log

 Simplified mechanism to connect

applications easily, whatever the
technology or device used
 Applications run anywhere, on any
technology or device
 Based on universally supported,
industry-standard protocols

 Authentication within a user ID

framework

 Multi-line capability
 Support for all types of phones:
analog, digital, IP, DECT, WiFi,
softphone

RESOURCES
Framework Software [Reserved]
Installation Guide [Reserved]
Basic Tutorials [Open]
License Guide [Reserved]

Developers' Guide [Open]

Release Notes
[Reserved]
Advanced Tutorials [Reserved]
Technical Overview [Reserved]

9 Messaging Web Services [OXE, ICS] {Open}

Messaging Web Services
XML Web Services are fundamental building blocks for distributed computing on the
Internet. Alcatel-Lucent OmniTouch 8410 Instant Communications Web Services
are open interfaces that link the world of telephony to that of the Web, connecting
Alcatel-Lucent's communication services to customer business applications. They are
designed for use on the Alcatel-Lucent OmniPCX Enterprise communication platform.
Messaging Web Services are used to interact with a voice from a third-party
application. The voice media, located on a voice mail server, can be played on and
recorded from any device (e.g., business phone, external PSTN phone, etc.).

FEATURES

BENEFITS
 Simplified mechanism to connect
applications easily, whatever the
technology or device used

 Interacts with various types of

Alcatel-Lucent voice mail:
o 4635
o 4645
o OmniTouch Unified
Communication

 Applications run anywhere, on any

technology or device

 Supports basic and advanced

services:
o Play, pause, resume, stop a
voice mail
o Forward, send
o Delete
o Record
o Call back sender

 Based on universally supported,

industry-standard protocols
 Authentication within a user ID
framework

RESOURCES
Framework Software [Reserved]
Installation Guide [Reserved]
Basic Tutorials [Open]
[Reserved]
License Guide [Reserved]

Developers' Guide [Open]

Release Notes
[Reserved]
Advanced Tutorials
Technical Overview [Reserved]

10 Management Web Services [OXE, ICS] {Open}

Management Web Services
XML Web Services are fundamental building blocks for distributed computing on the
Internet. Alcatel-Lucent OmniTouch 8410 Instant Communications Web Services
are open interfaces that link the world of telephony to that of the Web, connecting
Alcatel-Lucent's communication services to customer business applications. They are
designed for use on the Alcatel-Lucent OmniPCX Enterprise communication platform.
Management Web Services are designed to manage Alcatel-Lucent OmniPCX
configuration data, including information about subscribers and their phone sets.

BENEFITS

FEATURES

 Simplified mechanism to connect

applications easily, whatever the
technology or device used

 Manages main Alcatel-Lucent

OmniPCX Enterprise attributes:
o Entities
o Cost centers
o Phonebook
o Internal subscribers
o External subscribers
o Secondary subscribers
o Hunting groups
o Phone set parameters

 Applications run anywhere, on any

technology or devices
 Based on universally supported,
industry-standard protocols

 Supports basic and advanced

services:
o Play, pause, resume, stop a
voice mail
o Forward, send
o Delete
o Record
o Call back sender

 Authentication within a user ID

framework
 Central management for the entire
OXE network

RESOURCES
Framework Software [Reserved]
Installation Guide [Reserved]
Basic Tutorials [Open]
[Reserved]
License Guide [Reserved]

Developers' Guide [Open]

Release Notes
[Reserved]
Advanced Tutorials
Technical Overview [Reserved]

11 One-Number Web Services [OXE, ICS] {Open}

One-Number Web Services
XML Web Services are fundamental building blocks for distributed computing on the
Internet. Alcatel-Lucent OmniTouch 8410 Instant Communications Web Services
are open interfaces that link the world of telephony to that of the Web, connecting
Alcatel-Lucent's communication services to customer business applications. They are
designed for use on the Alcatel-Lucent OmniPCX Enterprise communication platform.
One-Number Web Services set and review the rules for routing incoming calls to an
Alcatel-Lucent OmniPCX Enterprise user.

FEATURES

BENEFITS

 Supports different routes for

incoming calls, depending on user
status:
o Available
o Busy
o Not available: do not
disturb
o Not available: filtering
based on caller number,
time/date
 Supports several destinations for
routed calls:
o Office phone
o External PSTN phones
(mobile, home phone, etc.)
o Voice mail

 Simplified mechanism to connect

applications easily, whatever the
technology or device used
 Applications run anywhere, on any
technology or device
 Based on industry-standard protocols
that are universally supported
 Authentication within a user ID
framework
 Powerful, customized filter/
screening rules

RESOURCES
Framework Software [Reserved]
Installation Guide [Reserved]
Basic Tutorials [Open]
[Reserved]
License Guide [Reserved]

Developers' Guide [Open]

Release Notes
[Reserved]
Advanced Tutorials
Technical Overview [Reserved]

12 Teamwork Web Services [OXE, ICS] {Open}

Teamwork Web Services
XML Web services are fundamental building blocks for distributed computing on the
Internet. Alcatel-Lucent OmniTouch 8410 Instant Communications Web Services
are open interfaces that link the world of telephony to that of the Web, connecting
Alcatel-Lucent's communication services to customer business applications. They are
designed for use on the Alcatel-Lucent OmniPCX Enterprise communication platform.
Teamwork Web Services include services for managing contact lists, user presence
and conferences.

FEATURES

BENEFITS

 Supports collaboration services:

o Session management
o Conference management
o Participant management
o Buddy management
o Presence states

 Simplified mechanism to connect

applications easily, whatever the
technology or device used
 Applications run anywhere, on any
technology or devices
 Based on universally supported,
industry-standard protocols
 Authentication within a user ID
framework

RESOURCES
Framework Software [Reserved]
Installation Guide [Reserved]
License Guide [Reserved]

Developers' Guide [Open]

Release Notes
[Reserved]
Technical Overview [Reserved]

13 Paging Interface [OXE] {Restricted}

Paging
The Paging Interface provides a powerful way to deliver calls with text messages to
all types of terminals: TDM, IP, DECT, WiFi.
It is the core component for integrating an alarm or notification server.

FEATURES

BENEFITS

 Sends text messages to all types of

devices:
o Mobile terminals (DECT,
WiFi)
o TDM: Reflex, 9 series
o IP: 8 series

 Very simple interface that provides

instant notification of system events
to a mobile workforce
 Enables messaging to any device

 Acknowledges messages sent

 Provides several different rings,
depending on type of message
 Stores messages on the device

RESOURCES
Paging Overview

Paging Guidelines [Restricted]

14 AHL Interface [OXE] {Reserved}

AHL
The Alcatel-Lucent Hotel/Hospitality Link Interface (AHL) is a proprietary protocol for
building a hospitality Property Management System (PMS).
Guest services (do-not-disturb, wake-up, voice mail, etc.) and front-office services
(check-in, check-out, room management, etc.) are accessed through a serial or
Ethernet link.

FEATURES

BENEFITS

 Handles guest arrivals and

departures
 Manages wake-up calls and guest
voice mail

 Dedicated OmniPCX Enterprise

telephony features are available for
designing hospitality applications
(hotel, hospitality, cruise ships, etc.)
 PMS can easily manage room- or
guest-based mode

 Dynamic suite configuration

 Handles call billing
 Verifies and tracks room status

 Improves staff efficiency by directly

managing all operations from the
front office (check-in, room cleaning,
etc.)

 Manages room services

 Manages waiting messages
 Communication between third-party
application and OmniPCX
Enterprise via Serial V24 or IP

 Enhances guest satisfaction by

providing efficient telephony
features from the guest set (hotel
services, do not disturb, direct dialin, wake-up, messages, etc.)
 Improves cost control by managing
call charging

RESOURCES
AHL Developers' Guide
Product Description

OmniPCX Configuration

15 CDR Interface [OXE] {Reserved}

CDR
The Call Detail Report (CDR) Interface is a proprietary protocol for creating billing
applications.
Tickets containing detailed call information (e.g., calling number, called number, call,
duration, etc.) can be used by a third-party application to generate all types of
reports.

FEATURES

BENEFITS

 Provides extended and reduced

tickets

 External third-party application can

manage call costs and charge
units.

 Generates new tickets for each new

call

RESOURCES
CDR Developers' Guide

16 SNMP Interface [OXE] {Reserved}

SNMP
The Simple Network Management Protocol (SNMP) is a standard protocol that
enables the OmniPCX Enterprise to be managed by an external network
management platform.
SNMP traps can be processed by the SNMP supervisor using SNMP agents hosted
by the OmniPCX Enterprise.

FEATURES

BENEFITS

 Standard Management Information

Base (MIB)

 The OmniPCX Enterprise is fully

compatible with SNMP protocol

 Incident filtering

 It acts as a central repository for

alarms and events coming from all
components (terminals, boards,
gateways, etc.)

 Two types of event traps are

generated:
o Compact
o Extended
 Status traps are provided for all
network nodes

 It can also centralize all alarms and

events from the entire
communications network

RESOURCES
SNMP Developers' Guide

SNMP traps list for OXE

17 4760 Ticket Collector [OXE, OXO, NMS]

{Reserved}

4760 Ticket Collector

The OmniVista 4760 Ticket Collector is a powerful interface for collecting AlcatelLucent OmniPCX Call Detailed Records (CDR) for provision to third-party applications.
The interface can:
 Periodically connect to OmniPCX systems
 Retrieve the accounting tickets via FTP transfer
 Save the files on external platforms
 Maintain those files for a fixed period of time

FEATURES

BENEFITS

 Compatible with all OmniPCX

platforms (4400, OXE, 4200, OXO)
 Client/server architecture

 This interface is fully embedded in

OmniVista 4760 platform and
benefits from OmniVista
architecture, services and
administration

RESOURCES
Overview

Guidelines

18 4760 VoIP Performance [OXE, NMS] {Reserved}

4760 VoIP Performance Ticket Collector
OmniVista 4760 VoIP Performance Ticket Collector Interface enables Alcatel-Lucent
OmniPCX Enterprise solutions to be integrated in global VoIP performance
applications.
Using VoIP statistics records that contain various data items (e.g., codec used, jitter,
packet loss delay, etc.), the third-party application can analyze the global traffic and
identify potential issues with quality of service (QoS).

FEATURES

BENEFITS

 The tickets generated at the end of

each call cover all types of devices:
IP phones, IP soft phones, GD
boards, INT-IP boards, etc.

 Essential software for assessing VoIP

call quality
 Feature-rich tickets with all
information needed to determine QoS

 Tickets include VoIP parameters

that impact voice quality:
o Codec used
o Voice activity detection
(VAD)
o Echo
 Tickets also include various data
pertinent for calculating VoIP QoS:
o Framing
o Jitter
o Lost packets
o Delay
o Silence

RESOURCES
Developers' Guide
Tools

VoIP ticket samples

19 VoIP Tickets-on-the-Fly [OXE] {Reserved}

VoIP Tickets-onthe-Fly over Ethernet
The VoIP Tickets-on-the-Fly over Ethernet Interface enables Alcatel-Lucent OmniPCX
Enterprise solutions to be integrated in global VoIP performance applications.
Using VoIP statistics records that contain various data items (e.g., codec used, jitter,
packet loss delay, etc.), a third-party application can identify any degradation in the
quality of IP communications.

FEATURES

BENEFITS

 The tickets generated at the end of

each call cover all types of devices:
IP phones, IP soft phones, GD
boards, INT-IP boards, etc.

 Essential software for assessing VoIP

call quality

 Tickets include VoIP parameters

that impact voice quality:
o Codec used
o Voice activity Detection
(VAD)
o Echo

 Feature-rich tickets with all

information needed to determine QoS
 Secure, real-time connection

 Tickets also include various data

pertinent to calculating VoIP QoS:
o Framing
o Jitter
o Lost packets
o Delay
o Silence

RESOURCES
Developers' Guide

VoIP ticket samples

20 VPS [OXE] {Reserved}

Voice Processing Systems
The Voice Processing Systems (VPS) Interface is a protocol based on Dual-Tone
Multi-Frequency (DTMF) signaling, designed to interface with external voiceprocessing systems, such as voice mail and unified messaging applications.

FEATURES

BENEFITS

 Analog two-wire ports

 Very simple protocol with basic and

extended features

 Two services are provided:

 Automated attendant services
 Voice mail management
 Call progress based on:
 Signal detection
 Tone management
 MF signaling

RESOURCES
Developers' Guide

21 QSIG [OXE] {Reserved}

QSIG
The QSIG is an ISDN-based signaling protocol for signaling between Private Branch
eXchange (PBXs) in a Private Integrated Services Network, using connection-level
Q.931 protocol and the application-level ROSE protocol.

FEATURES

BENEFITS

 First layer of services through QSIG

Basic Service (QSIG-BC)
 Supplementary services through
QSIG Generic Function (QSIG-GF)

 Harmonized method for

interconnecting multi-vendor
equipment
 Mechanism for manufacturers to
provide innovative features within a
heterogeneous environment
 Extensive list of supplementary
services to enhance business
communications

RESOURCES
QSIG Executive Brief
OXE

QSIG Implementation for

22 CSTA for OXE [OXE, OTCCSE, OTCCPE]

{Reserved}
CSTA
The Computer Supported Telecommunications Applications (CSTA) is a standardized
ECMA protocol that enables third-party applications to control all OmniPCX Enterprise
devices.
The CSTA protocol enables information exchanges to initiate services: monitor and
control calls and devices; set and query features; route calls; send and receive data.

FEATURES

BENEFITS

 Supports CSTA Phase 1 and 2:

o Switching function services
(answer call, clear call,
conference call, divert call,
etc.)
o Status reporting services
(monitor start/stop,
snapshot call, etc.)
o Computing function services
(RSI)
o Input/output services (fast
data)
o Voice unit services (record
message)
o Bi-directional services
(escape, system status)

 Alcatel-Lucent adds value through

CSTA private information (events and
services)
 Powerful associated tools to observe
system behavior, supervise system
security, trace and log
communication links
 Uses a lowcost, high-bandwidth
Ethernet connection
 Core component for any Computer
Telephony Integration (CTI) solution,
whatever the protocol used: TAPI,
TSAPI, XML, etc.

 Explicit monitoring of all devices

 CSTA application correlator data is
fully supported
 Use of private information in events
and services

RESOURCES
ECMA Standard
Set
Country Trunk Support

CSTA v2 Documentation
Features List

23 InfoCenter [OXE] {Reserved}

InfoCenter
The InfoCenter Interface is a protocol used by a third-party application to retrieve data
about Alcatel-Lucent OmniPCX Enterprise users and to update users' status. These
data are very useful for attendants' daily activities, and include: reason for absence,
phone book updates, forward and do-not-disturb requests, etc.
InfoCenter messages are available over a TCP/IP or serial connection.

FEATURES

BENEFITS

 Manages the reasons for absence

and the expected time and date of
return
 Generates immediate requests for
forwarding and do-not-disturb

 Improve customer accessibility and

service for incoming telephone calls
 Alcatel-Lucent adds values to the
attendant console
 Advanced call and presence handling

RESOURCES
Overview
Description
Guidelines

Attendant Product
Test Plan

24 RTI [OTCCSE] {Reserved}

RTI
The Real-Time Interface (RTI) obtains real-time information from Alcatel-Lucent
OmniTouch Contact Center Supervisor (CCS) objects, such as pilot, waiting queues,
agent processing groups, agents, etc.

FEATURES

BENEFITS

 Provides access to various CCS

objects:
o Pilot
o Filter
o Waiting queue
o PG Group
o PG Others
o Agents

 Complements the Contact Center

Agent (CCA) application
 Improves contact center
administration by providing realtime agent phone status data, and
by enabling supervisors and
management to monitor agent
schedule adherence in real time

 Provides notification and

subscription service for all data

RESOURCES
SDK
CCS Configuration

Developers' Guide
RTI within DCOM

25 WMI [OTCCSE] {Reserved}

WMI
The Workforce Management Interface (WMI) provides statistical reports for export to
an external Workforce Management (WFM) solution in order to:
o Forecast future call volumes
o Schedule and manage agents
o Manage everyday contact center events to adjust the schedules
o Provide cost and staffing information to the contact center

FEATURES

BENEFITS

 Provides historical data on

Automatic Call Distribution (ACD)
for:
o Queue and skills statistics
o Agent productivity
 Provides information periodically
through a V24 link or via file
transfer using FTP
 Two main formats:
o TCX format
o IEX format

 Improve contact center administration

by enabling historical call volumes to
be used for forecasting and patterns
for future schedule periods. In
particular:
o Forecast future call volumes
o Determine the number of
agents needed throughout the
day
o Create flexible and efficient
agent work schedules
o Automatically assign agents
to schedules
o Immediately respond to
changes in call patterns and
agent availability
o Prepare and analyze what if
scenarios for budgeting and
planning

RESOURCES
Developers' Guide

TCX/IEX format example

26 CCTI or CCA SDK [OTCCSE] {Reserved}

CCTI or CCA SDK
The Contact Center Telephony Integration API, based on Contact Center Agent
(CCA), provides a set of high-level development tools for the integration of
business applications in a desktop contact center. Functions include:
o
o

OLE Server - CCA features an OLE server that allows other applications to
use CCA information or execute telephony functions
DDE Interface A Dynamic Data Exchange interface allows applications to
receive notification of any telephony event and to control telephony
functions
Support of Visual Basic scripting - enables users to write scripts controlling
events, properties and methods of OLE objects

FEATURES

BENEFITS

 Includes an OLE (Object Linking

and Embedding) server, enabling
external applications to use CCA to
provide information or to execute
telephony functions (triggered by
telephony events such as an
incoming call)

 Seamless integration with leading

CRM solutions
 Empowers contact center agent by
providing access to critical
information

 Includes DDE (Dynamic Data

Exchange), enabling Windows
applications to receive telephony
events and control telephony
functions, along with specific callrelated information
 Includes Visual Basic scripting to
control events, properties and
methods of CCA OLE objects (and
also ActiveX controls)

RESOURCES
CCA Software
Samples
CCA Trouble Shooting Guide
Development Requirement Specifications

CCA Release Notes

CCA Collecting Guide
Developers' Guide
Installation Manual

27 TAPI Server [OXO] {Reserved}

TAPI Server
The Alcatel-Lucent Telephone Application Programming Interface (TAPI) Server is a TAPI
Telephony Service Provider (TSP) that enables TAPI applications to access the telephony
services of the Alcatel-Lucent OmniPCX Office system. Its client/server architecture
enables support for a wide range of telephone sets, compatibility with all network
architectures and fulfillment of all Computer Telephony Integration (CTI) needs, at low
cost.
An SDK is available for integrating applications that benefit from OmniPCX Office
telephony features.

FEATURES

BENEFITS

 TAPI client/server TSP

 Compatible with applications that
 interwork with TAPI Releases 2.0, 2.1
and 3.0
 Support for basic telephony services,
supplementary telephony services,
assisted telephony services and
extended telephony services
 SDK provides access to unique
OmniPCX Office telephony features
 Designed for Alcatel-Lucent
OmniPCX Office system with AlcatelLucent IP Touch phones and
Alcatel-Lucent digital phones, analog
phones and virtual sets
 Direct Computer Supported
Telecommunications Applications
(CSTA) mapping

 Compatible with all TAPI applications

 Client/server architecture reduces
costs for support, maintenance and
hardware
 Simplified installation, administration
and integration for any network
topology
 Compatible with non-TAPI standard
Windows applications using the
assisted telephony function

RESOURCES
TAPI Conformance Guide
TAPI drivers

Developers' Guide
TAPI samples

28 CSTA for OXO [OXO] {Reserved}

CSTA
The Computer Supported Telecommunications Applications (CSTA) is a standardized
ECMA protocol that enables third-party applications to control all Alcatel-Lucent
OmniPCX Office devices.
The CSTA protocol enables information exchanges to initiate services as well as to
monitor and control calls and devices.

FEATURES

BENEFITS

 Supports CSTA Phase 1

o Switching function services
(answer call, clear call,
conference call, divert call,
etc.)
o Status reporting services
(monitor start/stop,
snapshot device, etc.)
o Bi-directional services
(escape, systems status)

 Alcatel-Lucent adds values through

CSTA private information (events and
services)
 Powerful associated tools to observe
system behavior, supervise system
security, trace and log
communication links
 Uses a low-cost, high-bandwidth
Ethernet connection

 Explicit monitoring of all devices

 Use of private information in events
and services

 Core component for any Computer

Telephony Integration (CTI) solution
whatever the protocol level used:
TAPI, XML, etc.

RESOURCES
Conformance Guide
Users' Guide
CSTA drivers

Reference Guide
Developers' Guide

29 OHL Interface [OXO] {Reserved}

OHL
The Alcatel-Lucent Office Hotel/Hospitality Link Interface is a proprietary, IP-based
protocol used for building a hospitality Property Management System (PMS).
Built on the same protocol element as the well-known AHL for OmniPCX Enterprise,
this interface enables Hospitality and Healthcare applications to benefit from all
features of the OmniPCX Office.
In version R.50 and above, the new driver (called OLD, for Office Link Driver) adds
call accounting functionality, which generates XML tickets.

FEATURES

BENEFITS

 Handles guest arrivals and

departures
 Manages wake-up calls and guest
voice mail
 Handles call billing
 Verifies and tracks room status
 Manages room services
 Manages waiting messages

 Dedicated OmniPCX telephony

features for designing hospitality
applications (hotel, hospitality,
cruise chips, etc.)
 Improves staff efficiency by directly
managing all operations from the
front office (check-in, room
cleaning, etc.)
 Enhances guest satisfaction by
providing efficient telephony
features from the guest set (hotel
services, do not disturb, direct dialin, wake-up, messages, etc.)
 Improves cost control by managing
call charging.

RESOURCES
OHL Presentation
Installation & Configuration
FAQ
OHL driver

Developers' Guide
Release Notes
Test Plan

30 XML IP Touch Service [OXE, OXO, ICS] {Open}

XML IP Touch
XML IP Touch Services enable an application to interact with users of OmniPCX
communication servers through the users' IP Touch terminals. The application can
take control of the IP Touch terminal to build screens and collect user actions.
Screen control is granted when a user activates an application on his terminal.
Even if the user has not activated an application, XML IP Touch Services still allow
the application to issue notifications to the terminal.

FEATURES

BENEFITS

 Provides means for interacting with

applications other than calls and
telephony services.
 Displays information, collects inputs
and reacts to keypress navigation
on all sets in the Alcatel-Lucent IP
Touch series 8 range

 Based on universally supported,

industry-standard protocols
 Allows the end customer to easily
integrate real-time communication
in their business processes

 Services are provided via the

Presentation Server (an HTTP
client)
 Several forms are provided to help
develop the application: List, Input,
Check, Radio List, Slider, Select,
etc.

RESOURCES
Framework Software [Reserved]
Installation Guide [Reserved]
Basic Tutorials [Open]
License Guide [Reserved]

Developers' Guide [Open]

Release Notes [Reserved]
Advanced Tutorials [Reserved]
Technical Overview [Reserved]

31 My IC Phone SDK [OXE, OXO, ICS] {Open}

My IC Phone
The Alcatel-Lucent My IC Phone SDK is composed of a full set of tools to simplify
development on new range of 80xx phones, an innovative, open series of IP phones
that delivers the experience of a smartphone to the desk.

FEATURES

BENEFITS

 Enables the building of web

applications (webapps) that are
embedded in the phone

 Is based on standard Web

technology and languages (HTML,
CSS and JavaScript)

 Enables the customization of

existing webapps

 Provides a graphical library and list

of telephony services to simplify
implementation

 Based on a Linux platform, enables

interaction with a 7-inch touch panel
with capacitive haptic feedback
 Uses standard SIP protocol to
communicate with any standard SIP
communication server

 Supplies a powerful toolkit,

including Emulator, deployment
tool, RPM packager
 Includes a dedicated developer
portal for the developer community
to simplify application design
through collaboration with other
projects

RESOURCES
AAPP Factory [Open]

32 CDR Interface [OXO] {Reserved}

CDR
The Call Details Report (CDR) interface is a proprietary protocol for creating billing
applications.
Tickets containing detailed call information (e.g., calling number, called number, call,
duration, etc.) can be used by a third-party application to generate all types of
reports.

FEATURES

BENEFITS

 Provides extended and reduced

tickets

 External third-party application can

manage call costs and charge
units.

 Generates new tickets for each new

call

RESOURCES
CDR Developers' Guide

33 Call Accounting Web Service [OXO] {Reserved}

Call Accounting Web Service
The Call Accounting over IP Web Service is used to design applications that manage
call accounting tickets generated by an Alcatel-Lucent OmniPCX Office system.
The tickets collect information on:
o Incoming/outgoing telephone calls
o Supplementary services in the public network
o User services, such as appointment reminder or wake-up

FEATURES

BENEFITS

 Provides two types of call metering:

o

Internal metering like the

number of call charges
incurred or cost of calls and
services

 Access server secured by

authentication (HTTPS)
 Standard HTTP/SOAP protocol
 Existing embedded solution
provides XML files

External metering about calls

 Call accounting ticket structure is

provided through an XML schema
(defined through an XSD file)

RESOURCES
Developers' Guide
Ticket Samples
Ticket Description

Source Code Sample

WSDL File
Test Plan

34 PIMphony SDK [OXO] {Reserved}

PIMphony SDK
PIMphony is a personal communication manager that links desktop computers and
telephones to provide a powerful, user-friendly phone assistant that manages
everyday phone tasks.
It offers a complete set of phone services, including call logging, voice mail and
set monitoring. Services are continuously available on the PC, regardless of any
other applications running. Company contact databases are fully integrated with
PIMphony to provide optimal service.

FEATURES

BENEFITS

 Provides pop-ups based on the CLI

(for incoming and outgoing calls)

 Specifically designed for small and

medium enterprises that do not
have specialized IT skills

 Performs a search in the PIM,

based on the search string (dial by
name)

 Can be integrated with any

external database

RESOURCES
Developers' Guide

Samples

35 Glossary
Acronym
AAPP
ACD
ACS
AHL
AMDS
API
CC
CCA
CCS
CCTI
CDR
CSTA
CTI
DCOM
DDE
DECT
DR-Link
DTMF
FTP
GUI
HTTP
HTTPS
IC
ICS
IP
IT
IVR
NMS
OEM
OHL
OLD
OLE
OTCCPE
OTCCSE
OXE
OXO
PBX
PMS
PSTN
QoS
QSIG
REST

Definition
Alcatel-Lucent Application Partner Program
Automatic Call Distribution
Alcatel-Lucent OmniTouch 8460 Advanced Communications Server
Alcatel-Lucent Hotel/Hospitality Link Interface
Automated Message Delivery System
Application Programming Interface
Contact Center
Call Center Agent
Contact Center Supervisor
Contact Center Telephony Integration
Call Detail Record
Computer Supported Telephony Application
Computer Telephone Integration
Distributed Component Object Model
Dynamic Data Exchange
Digital Enhanced Cordless Telecommunications
Dedicated Recording Link
Dual-Tone Multi-Frequency
File Transfer Protocol
Graphical User Interface
Hypertext Transfer Protocol
Hypertext Transport Protocol Secure
Instant Communications
Alcatel-Lucent OmniTouch 8400 Instant Communications Suite for
Enterprise
Internet Protocol
Information Technology
Interactive Voice Response
Alcatel-Lucent OmniVista 4760 Network Management System
Original Equipment Manufacturer
Alcatel-Lucent Office Hotel/Hospitality Link Interface
Office Link Driver
Object Linking and Embedding
Alcatel-Lucent OmniTouch Contact Center Premium Edition
Alcatel-Lucent OmniTouch Contact Center Standard Edition
Alcatel-Lucent OmniPCX Enterprise Communication Server
Alcatel-Lucent OmniPCX Office Communication Server
Private Branch Exchange
PBX Management Service
Public Switched Telephone Network
Quality of Service
ISDN-based signaling protocol using connection-level Q.931 protocol
Representational State Transfer

=
RFC
RPM
RTI
SDK
SIP
SNMP
SOAP
TAPI
TDM
TSAPI
UC
VAD
VCS
VoIP
VPS
WiFi
WMI
WSDL
XML
XSD

Request for Comments

Package management system (from Red Hat Package Manager)
Real-Time Interface
Software Development Kit
Session Initiation Protocol
Simple Network Management Protocol
Simple Object Access Protocol
Telephone Application Programming Interface
Time-Division Multiplexing
Telephony Server Application Programming Interface
Unified Communications
Voice Activity Detection
Voice Communications System
Voice over IP
Voice Processing Systems
Wireless Fidelity
Workforce Management Interface
Web Services Description Language
Extensible Markup Language
XML Schema Definition

applicationpartner.alcatel-lucent.com