81fr Dep-Ts h4000 PDF

Framework 8.
T-Server for Siemens HiPath

4000 CSTA III
Deployment Guide
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Copyright © 2003–2012 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
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positioned to help companies bring their people, insights and customer channels together to effectively drive today's
customer conversation. Genesys software directs more than 100 million interactions every day, maximizing the value
of customer engagement and differentiating the experience by driving personalization and multi-channel customer
service - and extending customer service across the enterprise to optimize processes and the performance of
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time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors.
Changes and/or corrections to the information contained in this document may be incorporated in future versions.
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Document Version: 81fr_dep-ts_h4000_03-2012_v8.1.001.02
Table of Contents
List of
Procedures ................................................................................................................... 9
Preface ................................................................................................................. 11
About T-Server for Siemens HiPath 4000 CSTA III ................................. 11
Intended Audience................................................................................... 12
Making Comments on This Document .................................................... 13
Contacting Genesys Technical Support................................................... 13
Document Change History ...................................................................... 14
Part 1 T-Server Deployment .................................................. 15

New for All T-Servers in 8.1..................................................................... 15
Chapter 1 T-Server Fundamentals........................................................................ 17

Learning About T-Server ......................................................................... 18
Framework and Media Layer Architecture.......................................... 18
T-Server Requests and Events ........................................................... 20
Advanced Disconnect Detection Protocol ............................................... 23
Redundant T-Servers .............................................................................. 24
Multi-Site Support .................................................................................... 28
Agent Reservation ................................................................................... 28
Client Connections .................................................................................. 29
Next Steps ............................................................................................... 29
Chapter 2 T-Server General Deployment ............................................................. 31

Prerequisites............................................................................................ 31
Software Requirements ...................................................................... 31
Hardware and Network Environment Requirements .......................... 33
Licensing Requirements ..................................................................... 33
About Configuration Options............................................................... 35
Deployment Sequence ............................................................................ 36
Deployment of T-Server........................................................................... 36
T-Server—Deployment Guide 3
Table of Contents
Configuration of Telephony Objects .................................................... 36

Configuration of T-Server.................................................................... 39
Installation of T-Server ........................................................................ 40
Next Steps ............................................................................................... 43
Chapter 3 High-Availability Deployment.............................................................. 45

Warm Standby Redundancy Type ........................................................... 46
Hot Standby Redundancy Type ............................................................... 47
Prerequisites............................................................................................ 49
Requirements...................................................................................... 49
Synchronization Between Redundant T-Servers ................................ 49
Warm Standby Deployment ..................................................................... 50
General Order of Deployment............................................................. 50
Modification of T-Servers for Warm Standby ...................................... 51
Warm Standby Installation of Redundant T-Servers ........................... 52
Hot Standby Deployment......................................................................... 52
General Order of Deployment............................................................. 52
Modification of T-Servers for Hot Standby .......................................... 53
Hot Standby Installation of Redundant T-Servers ............................... 56
Next Steps ............................................................................................... 56
Chapter 4 Multi-Site Support................................................................................. 57

Multi-Site Fundamentals.......................................................................... 58
ISCC Call Data Transfer Service ............................................................. 59
ISCC Call Flows.................................................................................. 60
ISCC Transaction Types ..................................................................... 66
T-Server Transaction Type Support .................................................... 74
Transfer Connect Service Feature...................................................... 78
ISCC/Call Overflow Feature .................................................................... 79
Number Translation Feature.................................................................... 83
Number Translation Rules .................................................................. 84
Network Attended Transfer/Conference Feature..................................... 91
Event Propagation Feature...................................................................... 93
User Data Propagation ....................................................................... 94
Party Events Propagation ................................................................... 95
Switch Partitioning .............................................................................. 96
Event Propagation Configuration ........................................................ 97
ISCC Transaction Monitoring Feature ................................................... 100
Configuring Multi-Site Support............................................................... 100
Applications ...................................................................................... 101
Switches and Access Codes ............................................................ 102
DNs ................................................................................................... 108
4 Framework 8.1
Table of Contents
Configuration Examples.................................................................... 113

Next Steps ............................................................................................. 114
Chapter 5 Starting and Stopping T-Server Components ................................. 115

Command-Line Parameters .................................................................. 115
Starting and Stopping with the Management Layer ............................... 117
Starting with Startup Files ...................................................................... 118
Starting Manually ................................................................................... 119
HA Proxy........................................................................................... 122
T-Server ............................................................................................ 123
Verifying Successful Startup .................................................................. 125
Stopping Manually ................................................................................. 125
Starting and Stopping with Windows Services Manager ....................... 126
Next Steps ............................................................................................. 126
Part 2 T-Server Configuration ............................................. 127

New in T-Server for Siemens HiPath 4000 CSTA III ............................. 128
Chapter 6 HiPath 4000 Switch-Specific Configuration ..................................... 129

Known Limitations ................................................................................. 129
Support of Switch/CTI Environments..................................................... 132
Setting the DN Properties...................................................................... 133
Switch Terminology................................................................................ 138
Configuration Requirements for CAP 3.0 and CAP 3.0 Inside .............. 139
CAP 3.0—RCGs and Licensing ........................................................ 139
CAP 3.0 Inside (CA4000)—T-Server Configuration.......................... 139
Support for Emulated and Supervised Routing ..................................... 140
Configuring Hunt Groups as Routing Points ..................................... 141
Chapter 7 Supported T-Server Features ............................................................ 143

Support for Business-Call Handling....................................................... 144
T-Server Call Classification............................................................... 144
Feature Configuration ....................................................................... 146
Support for Emulated Agents ................................................................ 147
Emulated Agent Login/Logout .......................................................... 147
Emulated Agent Ready/NotReady .................................................... 148
Emulated After-Call Work (ACW)...................................................... 148
HA Synchronization .......................................................................... 151
Support for Emulated Predictive Dialing................................................ 152
Table of Contents
Limiting Distribution Time.................................................................. 152

Call Progress Detection .................................................................... 153
Unsolicited Calls on Predictive Dialing Devices................................ 153
Support for No-Answer Supervision ...................................................... 154
Agent No-Answer Supervision .......................................................... 154
Extension No-Answer Supervision ................................................... 154
Position No-Answer Supervision ...................................................... 154
Support for Smart OtherDN Handling.................................................... 156
Supported Requests ......................................................................... 157
Support for Keep-Alive Feature ............................................................. 158
Support for Call Type Prediction............................................................ 159
Support for Call Release Tracking......................................................... 160
DN-Based Reporting......................................................................... 160
Call-Based Reporting........................................................................ 160
Support for Failed Route Notification..................................................... 161
HA Considerations ............................................................................ 161
Support for Link Bandwidth Monitoring.................................................. 162
High and Low Watermarks................................................................ 162
HA Considerations ............................................................................ 163
Support for Account Codes ................................................................... 164
Indexing by Key Name...................................................................... 164
Entering Account Codes Manually.................................................... 164
Entering Account Codes by CTI Request ......................................... 165
Setting Keys in Call-Related Requests ............................................. 165
Walk-Away Codes............................................................................. 166
Account Code as a Private Event/Service ........................................ 167
Request Handling Enhancements ......................................................... 167
T-Library Functionality ........................................................................... 167
Support for Agent Work Modes ............................................................. 176
Use of the Extensions Attribute ............................................................. 177
Private Services and Events.................................................................. 182
User Data Keys ..................................................................................... 184
T-Server Error Messages ...................................................................... 185
Integration Notes ................................................................................... 192
6 Framework 8.1
Table of Contents
Chapter 8 Common Configuration Options....................................................... 195

Setting Configuration Options................................................................ 195
Mandatory Options ................................................................................ 196
log Section............................................................................................. 196
Log Output Options........................................................................... 202
Examples .......................................................................................... 206
Debug Log Options ........................................................................... 207
log-extended Section............................................................................. 210
log-filter Section..................................................................................... 212
log-filter-data Section............................................................................. 212
security Section ..................................................................................... 213
sml Section ............................................................................................ 213
common Section.................................................................................... 215
Changes from 8.0 to 8.1 ........................................................................ 215
Chapter 9 T-Server Common Configuration Options ....................................... 217

Setting Configuration Options................................................................ 217
Mandatory Options ................................................................................ 218
TServer Section..................................................................................... 218
license Section ...................................................................................... 223
agent-reservation Section...................................................................... 226
extrouter Section ................................................................................... 227
ISCC Transaction Options ................................................................ 229
Transfer Connect Service Options.................................................... 233
ISCC/COF Options ........................................................................... 234
Event Propagation Options ............................................................... 236
Number Translation Option............................................................... 237
GVP Integration Option..................................................................... 238
backup-sync Section ............................................................................. 238
call-cleanup Section .............................................................................. 240
Translation Rules Section...................................................................... 241
security Section ..................................................................................... 242
Timeout Value Format ........................................................................... 242
Changes from Release 8.0 to 8.1.......................................................... 243
Chapter 10 Configuration Options in T-Server for Siemens HiPath 4000......... 245

Application-Level Options...................................................................... 245
Mandatory Options ........................................................................... 246
TServer Section ................................................................................ 246
SwitchSpecificType Section .............................................................. 271
link-control Section ........................................................................... 272
Table of Contents
Link-Disconnect Handling Options.................................................... 276

Agent Login-Level and DN-Level Options ............................................. 278
Changes from 8.0 to 8.1 ........................................................................ 281
Supplements Related Documentation Resources ................................................... 283
Document Conventions ...................................................................... 285
Index ............................................................................................................... 289
8 Framework 8.1
List of Procedures
Configuring T-Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Configuring multiple ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Installing T-Server on UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Installing T-Server on Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Verifying the installation of T-Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Modifying the primary T-Server configuration for warm standby . . . . . . 51
Modifying the backup T-Server configuration for warm standby . . . . . . 52
Modifying the primary T-Server configuration for hot standby . . . . . . . . 53
Modifying the backup T-Server configuration for hot standby . . . . . . . . 55
Activating Transfer Connect Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Configuring Number Translation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Activating Event Propagation: basic configuration . . . . . . . . . . . . . . . . . 98
Modifying Event Propagation: advanced configuration . . . . . . . . . . . . . 98
Configuring T-Server Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Configuring Default Access Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Configuring Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Configuring access resources for the route transaction type . . . . . . . . 108
Configuring access resources for the dnis-pool transaction type . . . . . 110
Configuring access resources for direct-* transaction types . . . . . . . . 110
Configuring access resources for ISCC/COF. . . . . . . . . . . . . . . . . . . . 111
Configuring access resources for non-unique ANI . . . . . . . . . . . . . . . . 111
Modifying DNs for isolated switch partitioning . . . . . . . . . . . . . . . . . . . 112
Configuring T-Server to start with the Management Layer. . . . . . . . . . 117
Starting T-Server on UNIX with a startup file . . . . . . . . . . . . . . . . . . . . 118
Starting T-Server on Windows with a startup file . . . . . . . . . . . . . . . . . 119
Starting HA Proxy on UNIX manually . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Starting HA Proxy on Windows manually . . . . . . . . . . . . . . . . . . . . . . . 123
Starting T-Server on UNIX manually . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Starting T-Server on Windows manually . . . . . . . . . . . . . . . . . . . . . . . 124
List of Procedures
Stopping T-Server on UNIX manually . . . . . . . . . . . . . . . . . . . . . . . . . 125

Stopping T-Server on Windows manually . . . . . . . . . . . . . . . . . . . . . . 125
10 Framework 8.1
Preface
Welcome to the Framework 8.1 T-Server for Siemens HiPath 4000 CSTA III
Deployment Guide. This document introduces you to the concepts,
terminology, and procedures relevant to T-Servers® in general and provides
detailed reference information about T-Server for Siemens HiPath 4000 CSTA
III.The reference information includes, but is not limited to, configuration
options, limitations, and switch-specific functionality. You must configure the
configuration objects and options described in this document in the Framework
Configuration Layer.
Use this document only after you have read through the Framework 8.1
Deployment Guide, and the Release Note for your T-Server.
This document is valid only for the 8.1 release of this product.
Note: For versions of this document created for other releases of this
product, visit the Genesys Technical Support website, or request the
Documentation Library DVD, which you can order by e-mail from
Genesys Order Management at [email protected].
This preface contains the following sections:


About T-Server for Siemens HiPath 4000 CSTA III, page 11
 Intended Audience, page 12

Making Comments on This Document, page 13
 Contacting Genesys Technical Support, page 13

Document Change History, page 14
For information about related resources and about the conventions that are
used in this document, see the supplementary material starting on page 283.
About T-Server for Siemens HiPath 4000

CSTA III
T-Server is the Genesys software component that provides an interface
between your telephony hardware and the rest of the Genesys software
components in your enterprise. It translates and keeps track of events and
Preface Intended Audience
requests that come from, and are sent to, the CTI (computer-telephony
integration) link in the telephony device. T-Server is a TCP/IP-based server
that can also act as a messaging interface between T-Server clients. It is the
critical point in allowing your Genesys solution to facilitate and track the
contacts that flow through your enterprise.
Intended Audience
This document is primarily intended for This guide is intended primarily for
system administrators, both those who are new to T-Server and those who are
familiar with it.
• If you are new to T-Server, read the Framework 8.1 Deployment Guide and
the Release Note mentioned earlier, and then read all of the sections of this
document that apply to your software and its accompanying components.
Refer back to the Framework 8.1 Deployment Guide as needed.
• If you are an experienced T-Server user—someone with computer
expertise, who is used to installing, configuring, testing, or maintaining
Genesys software—you may find it more time efficient to go to the Index
to see what is new or different in T-Server release 8.1. If you take that
approach, please also read Release Notes and refer to other related
resources, such as the Genesys Events and Models Reference Manual and
the Voice Platform SDK 8.x .NET (or Java) API Reference for complete
information on the T-Server events, call models, and requests.
In general, this document assumes that you have a basic understanding of, and
familiarity with:
• Computer-telephony integration concepts, processes, terminology, and
applications.
• Network design and operation.
• Your own network configurations.
• Your telephony hardware and software.
• Genesys Framework architecture and functions.
• Configuration Manager interface and object-managing operations.
Based on your specific contact center environment and your responsibilities in
it, you may need to be familiar with a much wider range of issues as you
deploy T-Server.
12 Framework 8.1
Preface Making Comments on This Document
Making Comments on This Document

If you especially like or dislike anything about this document, feel free to
e-mail your comments to [email protected].
You can comment on what you regard as specific errors or omissions, and on
the accuracy, organization, subject matter, or completeness of this document.
Please limit your comments to the scope of this document only and to the way
in which the information is presented. Contact your Genesys Account
Representative or Genesys Technical Support if you have suggestions about
the product itself.
When you send us comments, you grant Genesys a nonexclusive right to use or
distribute your comments in any way it believes appropriate, without incurring
any obligation to you.
Contacting Genesys Technical Support

If you have purchased support directly from Genesys, contact Genesys
Technical Support at the regional numbers below.
Note: The following contact information was correct at time of publication.

For the most up-to-date contact information, see the Contact
Information on the Tech Support website. Before contacting technical
support, refer to the Genesys Technical Support Guide for complete
contact information and procedures.
Genesys Technical Support Contact Information
Region Telephone E-Mail
North America and +888-369-5555 (toll-free) [email protected]

Latin America +506-674-6767
Europe, Middle East, and +44-(0)-1276-45-7002 [email protected]

Africa
Asia Pacific +61-7-3368-6868 [email protected]
Japan +81-3-6361-8950 [email protected]
India 000-800-100-7136 (toll-free) [email protected]

+61-7-3368-6868
Malaysia 1-800-814-472 (toll-free) [email protected]

+61-7-3368-6868
Preface Document Change History
Document Change History

This version of the Framework 8.1 T-Server for Siemens HiPath 4000 CSTA III
Deployment Guide has been updated with the following:
• The propagated-call-type configuration option is correctly documented in
the TServer section.
14 Framework 8.1
Part
1 T-Server Deployment
Part One of this T-Server Deployment Guide familiarizes the reader with
T-Server in general. It addresses architectural, functional, and procedural
information common to all T-Servers.
The information in Part One is divided into the following chapters:
• Chapter 1, “T-Server Fundamentals,” on page 17, describes T-Server, its
place in the Framework 8 architecture, T-Server redundancy, and multi-site
issues. It stops short of providing configuration and installation
information.
• Chapter 2, “T-Server General Deployment,” on page 31, presents
configuration and installation procedures for all T-Servers.
• Chapter 3, “High-Availability Deployment,” on page 45, addresses high
availability (HA).
• Chapter 4, “Multi-Site Support,” on page 57, details the variations
available for T-Server implementations across geographical locations.
• Chapter 5, “Starting and Stopping T-Server Components,” on page 115,
describes how, and in what order, to start up T-Server among other
Framework components. It also provides possible stopping commands.
New for All T-Servers in 8.1

Before looking at T-Server’s place in Genesys solutions and in the architecture
of the Genesys Framework, note the following general changes that have been
implemented in the 8.1 release of T-Server:
• T-Server no longer connects to applications that have disabled status in the
configuration environment.
• The default value of the background-processing configuration option has
been changed to true. See “background-processing” on page 218 for
details.
Part 1: T-Server Deployment New for All T-Servers in 8.1
• T-Server now supports the Unresponsive Process Detection feature. The

following configuration options enable this feature:

“heartbeat-period” on page 213

“hangup-restart” on page 214
For more information, refer to the Framework 8.0 Management Layer
User’s Guide.
• T-Server now supports IPv6. For more information, refer to the Framework
8.1 Deployment Guide.
• T-Server now supports vSphere 4 Hypervisor.
• T-Server now supports Acresso FLEXNet Publisher v11.9 license manager.
Notes: • Configuration option changes common to all T-Servers are

described in “Changes from Release 8.0 to 8.1” on page 243.
• For information about the new features that are available in your
T-Server in the initial 8.1 release, see Part Two of this document.
16 Framework 8.1
Chapter
1 T-Server Fundamentals
This chapter provides general information about T-Server features and
functionality and about its configuration and installation. For reference
information about your specific T-Server and about options for all T-Servers,
see “Part Two: Reference Information.”
This chapter has various levels of information, some of it intended for people
who have configured, installed, and used previous releases of T-Server, and
some of it aimed at those less familiar with such T-Server operations. That
means some sections will not necessarily be relevant for you.
• If you are an experienced user of T-Server, start with “New for All
T-Servers in 8.1” on page 15, and then move to the chapters comprising
Part Two of this document, where specific information about your
T-Server is available.
• If you are new to T-Server, begin with “Learning About T-Server.” Once
you have read through that and subsequent sections, you are ready for the
other chapters in Part One that go into detail about T-Server configuration
and installation.
Generally, this chapter presents overview information that applies to all
T-Servers (and Network T-Servers) and their deployment. This chapter is
divided into the following sections:

Learning About T-Server, page 18

Advanced Disconnect Detection Protocol, page 23
 Redundant T-Servers, page 24

Multi-Site Support, page 28

Agent Reservation, page 28
 Client Connections, page 29

Next Steps, page 29
Chapter 1: T-Server Fundamentals Learning About T-Server
Learning About T-Server

The Framework 8.1 Deployment Guide provides you with a high-level
introduction to the role that T-Server plays in the Genesys Framework. If you
have already looked through that guide, you may recall that T-Server is the
most important component of the Framework Media Layer (the other two
components are Load Distribution Server (LDS) and HA Proxy). The Media
Layer enables Genesys solutions to communicate with various media,
including traditional telephony systems, voice over IP (VoIP), e-mail, and the
Web. This layer also provides the mechanism for distributing
interaction-related business data, also referred to as attached data, within and
across solutions.
Framework and Media Layer Architecture

Figure 1 illustrates the position Framework holds in a Genesys solution.
Agent
Desktop
Genesys
IVR Framework
Genesys
Applications
Switch
Figure 1: Framework in a Genesys Solution
Moving a bit deeper, Figure 2 presents the various layers of the Framework
architecture.
18 Framework 8.1
Framework
Services Layer
Routing
Services
Media Layer
Management
(including
Layer
T-Server)
Reporting
Configuration Services
Layer
Figure 2: The Media Layer in the Framework Architecture
T-Server is the heart of the Media Layer—translating the information of the

media-device realm into information that Genesys solutions can use. It enables
your contact center to handle the computer-based form of the interactions that
arrive and it translates the information surrounding a customer contact into
reportable and actionable data.
Figure 3 presents the generalized architecture of the Media Layer.
Internet Traditional VoIP

Media Telephony Telephony
Interaction T-Servers for

T-Servers
Server IP Solutions
SOLUTIONS
Figure 3: Media Layer Architecture
In addition to being the most important component of the Media Layer,

T-Server plays the most significant role in making information about
telephony traffic and its data available to Framework as a whole.
One or more components in practically every solution are T-Server clients.
Solutions comprise a number of different Genesys software packages, from
collections of components for various types of routing to those that allow for
outbound dialing to still others. Framework in general, and T-Server in

particular, enable these solutions to function in your enterprise.
T-Server has several typical clients: Stat Server, Interaction Concentrator,
Universal Routing Server, and agent desktop applications. T-Server gets the
information it needs about the enterprise from Configuration Server.
Additionally, if you use the Management Layer, T-Server provides its ongoing
status and various other log messages to server components of the
Management Layer (for instance, allowing you to set alarms).
T-Server Requests and Events

This section outlines the roles that T-Server plays in a contact center. While it
is possible to describe roles for all T-Servers, at a detailed level, T-Server’s
functionality depends on the hardware to which it is connected. (For example,
when connected to a traditional switch, it performs CTI functions, but when
connected to a VOIP-based telephony device, it controls IP traffic.) The CTI
connection is only for the switch.
Details of T-Server Functionality

T-Server is a TCP/IP server that enables intelligent communication between
media-specific protocols (such as the various CTI protocols, including CSTA
and ASAI) and TCP/IP-based clients of T-Server. Applications that are clients
to T-Server use the T-Library format to transmit requests to T-Server through a
TCP/IP socket. T-Server can then either translate those requests to CTI
protocol for switch use or relay them directly to other TCP/IP clients.
T-Server performs three general functions in the contact center: Bridging,
Messaging, and Interaction Tracking.
Bridging
T-Server acts as a platform-independent interface between media devices and
business applications. In the case of a telephony device, for instance, it
receives messages from and sends commands to the telephony equipment
using either CTI links provided by the switch manufacturer or interface
protocols provided by telephony network vendors.
On the client-application end, T-Server offers three models (call model, agent
model, and device model) unified for all switches. The core functionality (such
as processing an inbound call, an agent login, or a call-forwarding request)
translates into a unified application programming interface (API) called
T-Library, so that applications do not need to know what specific switch model
they are dealing with. On the other hand, T-Library accommodates many
functions that are unique to a specific switch, so that client applications are
able to derive the maximum functionality offered by a particular switch.
Refer to the Genesys Events and Models Reference Manual for complete
information on all T-Server events and call models and to the
20 Framework 8.1
TServer.Requests portion of the Voice Platform SDK 8.x .NET (or Java) API
Reference for technical details of T-Library functions.
Messaging
In addition to translating requests and events for the client application involved
in an interaction, T-Server:
• Provides a subscription mechanism that applications can use to receive
notifications about interaction-related and non-interaction-related events
within the contact center.
• Broadcasts messages of major importance (such as a notification that the
link is down) to all clients.
• Broadcasts messages originated by a T-Server client to other T-Server
clients.
The subscription mechanism consists of two parts, the DN subscription and
event-type masking. Applications must register for a DN or a set of DNs to
receive notifications about all events that occur in association with each
registered DN. For example, when two softphone applications are registered
for the same DN, and the first application initiates a call from the DN,
T-Server notifies both applications that the call is initiated from the DN.
Client applications can also specify one or more types of events, and T-Server
will filter out events of the non-specified types and only send events of the
requested types. For example, if agent supervisors are interested in receiving
agent-related events, such as AgentLogin and AgentLogout, they have to mask
EventAgentLogin and EventAgentLogout, provided that a particular T-Server
supports these events.
The combination of each client’s subscription for DNs and masking of event
types defines what messages T-Server distributes to what client.
Interaction Tracking
T-Server maintains call information for the life of the call (or other
T-Server-supported media type) and enables client applications to attach user
data to the call. Call information includes:
• A unique identifier, connection ID, that T-Server assigns when creating
the call.
• Automatic Number Identification (ANI) and Dialed Number Identification
Service (DNIS), if reported by the CTI link.
• User data that a client application (such as an Interactive Voice Response
unit or Genesys Universal Routing Server) provides.
Difference and Likeness Across T-Servers

Although Figure 3 on page 19 (and other figures) depicts T-Server that works
with telephony systems as a single product, this is a simplification. Because
almost every traditional telephony device has its own characteristics and
communication protocols, Genesys makes different T-Servers for different
telephony systems. (That means your T-Server will not work with another
switch.) Thus, all T-Servers play a common role in the architecture, but their
specific features differ from implementation to implementation, based on the
media device in use.
Despite their switch-based differences, T-Servers for telephony systems are
similar to one another in at least one important respect: they are all built with a
certain amount of shared software code. This shared code is rolled into a single
unit and is called T-Server Common Part (TSCP). TSCP is the central,
common component for all T-Servers and has its own Release Note, which is
accessible via a hyperlink from your T-Server’s Release Note.
Note: This document separates common-code features based on TSCP into

separate sections and chapters, such as the “T-Server Common
Configuration Options” chapter. These are the options for all
T-Servers that TSCP makes available for configuration.
T-Server Functional Steps During a Sample Call

The following example, Figure 4, outlines some basic steps that T-Server
might take when a call arrives from outside the contact center. In this scenario,
T-Server starts tracking the call even before it is delivered to the agent.
T-Server then informs the selected agent that a call has arrived. When the
switch delivers the call to the agent’s extension, T-Server presents account
information, collected at an Interactive Voice Response (IVR) unit, to the agent
at the agent desktop application.
6. T-Server notifies the

agent application of the call.
1. Switch notifies
T-Server of call
7. T-Server delivers the call
arrival. T-Server
data to the desktop.
assigns ConnID.
Agent Desktop
T-Server Application
3. IVR asks T-Server to attach the

2. Switch delivers a call to account number to the call.
IVR for automated service.
4. IVR sends the call

to an ACD queue.
IVR
5. ACD diverts the call to an agent DN.
Switch Agent DN
Figure 4: Functional T-Server Steps
22 Framework 8.1
Chapter 1: T-Server Fundamentals Advanced Disconnect Detection Protocol
Step 1
When the call arrives at the switch, T-Server creates a call in its internal
structure. T-Server assigns the call a unique identifier, connection ID.
Step 2
The switch delivers the call to an Interactive Voice Response (IVR) unit, which
begins automated interactions with the caller.
Step 3
IVR acquires user information from the caller through prompts and requests
T-Server to attach that information to the call. T-Server updates the call with
the user information.
Step 4
IVR sends the call to an ACD (Automated Call Distribution) queue.
Step 5
The ACD unit distributes the call to an available agent logged in to a particular
DN (directory number).
Step 6
T-Server notifies the agent desktop application that the call is ringing on the
agent DN. The notification event contains call data including ANI, DNIS, and
account information that the IVR has collected.
Step 7
The agent desktop application presents the account information, including the
name of the person whose account this is, on the agent’s screen, so that the
agent answering the call has all the relevant information.
These seven steps illustrate just a small part of T-Server’s bridging, messaging,
and interaction-processing capabilities.
Advanced Disconnect Detection Protocol

Since the 6.0 release of T-Server, the Advanced Disconnect Detection Protocol
(ADDP) has replaced the Keep-Alive Protocol (KPL) as the method to detect
Chapter 1: T-Server Fundamentals Redundant T-Servers
failures for certain T-Server connections, including connections between two

T-Servers and between a T-Server and its clients.
Notes: Starting with release 7.5, the KPL backward-compatibility feature is

no longer supported.
ADDP applies only to connections between Genesys software
components.
With ADDP, protocol activation and initialization is made on the client’s side
and you can change these parameters. No additional messages are sent when
there is existing activity over the connection. T-Server client applications and
the remote T-Server (if any) must be listening to the socket and respond
promptly to the polling signal for the connection to be preserved.
If you are going to enable ADDP, you must do it using the protocol,
addp-timeout, addp-remote-timeout, and addp-trace configuration options.
When configuring a timeout, consider the following issues:
• The configured timeout must be at least twice as long as the maximum
network latency.
• There may be an interval when T-Server does not check for network
activity.
• If the link connection fails but the client is not notified (for example,
because the host is turned off, or because a network cable is unplugged),
the maximum reaction time to a link-connection failure is equal to double
the configured timeout plus the established network latency.
Also keep in mind that the T-Server receiving the polling signal may not
respond immediately, and that a delay occurs after the polling signal, while the
response travels from one T-Server to another. If you do not account for these
contingencies when configuring a timeout, the connection that ADDP is
monitoring will be dropped periodically.
Redundant T-Servers
T-Servers can operate in a high-availability (HA) configuration, providing you
with redundant systems. The basics of each T-Server’s redundant capabilities
differ from T-Server to T-Server. One basic principle of redundant T-Servers is
the standby redundancy type, which dictates how quickly a backup T-Server
steps in when the primary T-Server goes down.
The Framework Management Layer currently supports two types of redundant
configurations: warm standby and hot standby. All T-Servers offer the warm
standby redundancy type and, starting with release 7.1, the hot standby
redundancy type is implemented in T-Servers for most types of switches. (See
Table 1.)
24 Framework 8.1
Instructions for configuring T-Server redundancy are available in Chapter 3,

“High-Availability Configuration and Installation.” Specifics on your
T-Server’s HA capabilities are outlined in Part Two of this document.
Note: IVR Server and some Network T-Servers can be configured for load
sharing or warm or hot standby; however, they do not support any
combination of these redundancy types. Details of your component’s
HA capabilities are discussed in Part Two of this document.
Support for Hot Standby Redundancy

in Various T-Servers
Use Table 1 to determine whether your T-Server supports the hot standby
redundancy type. The table also indicates whether HA Proxy components are
required for this support, and, if so, how many are required per pair of
redundant T-Servers (or per link if so noted).
Table 1 only summarizes hot standby redundancy support in various
T-Servers. For detailed, up-to-date information on the subject, see the Genesys
Supported Media Interfaces Reference Manual located on the Technical
Support website at
http://genesyslab.com/support/dl/retrieve/default.asp?item=A9CB309A
F4DEB8127C5640A3C32445A7&view=item.
Table 1: T-Server Support of the Hot Standby Redundancy Type
T-Server Type Hot Standby HA Proxy Number of HA

Supported Required Proxy Components
Aastra MXONE CSTA I Yes No —
Alcatel A4200/OXO Yes No —
Alcatel A4400/OXE Yes No —
Aspect ACD Yes No —
Avaya Communication Manager Yes Noa —
Avaya INDeX Yes No —
Avaya TSAPI Yes No —
Cisco UCCE Yes No —
Cisco Unified Communications Manager Yes No —
DataVoice Dharma Yes No —
Digitro AXS/20 Yes No —
Table 1: T-Server Support of the Hot Standby Redundancy Type (Continued)

EADS Intecom M6880 Yes No —
EADS Telecom M6500 Yes No —
eOn eQueue Yes No —
Fujitsu F9600 Yes No —
Huawei C&C08 Yes No —
Huawei NGN Yes No —
Mitel MiTAI Yes No —
NEC NEAX/APEX Yes No —
Nortel Communication Server 2000/2100 Yes Yesb, Noc 1 per link
Nortel Communication Server 1000 with Yes No —

SCCS/MLS
Philips Sopho iS3000 Yes Nod 1
Radvision iContact No — —
Samsung IP-PCX IAP Yes No —
Siemens Hicom 300/HiPath 4000 CSTA I Yes No —
Siemens HiPath 3000 Yes No —
Siemens HiPath 4000 CSTA III Yes No —
Siemens HiPath DX Yes No —
SIP Server Yes No —
Spectrum Yes No —
Tadiran Coral Yes No —
Teltronics 20-20 Yes Yes 1
Tenovis Integral 33/55 Yes No —
Network T-Serverse
AT&T No — —
26 Framework 8.1
Table 1: T-Server Support of the Hot Standby Redundancy Type (Continued)

Concert No — —
CRSP No — —
DTAG No — —
GenSpec No — —
ISCP No — —
IVR Server, using network configuration Yes — —
KPN No — —
MCI No — —
NGSN No — —
Network SIP Server No — —
Sprint No — —
SR3511 No — —
Stentor No — —
a. With release 7.1, T-Server for Avaya Communication Manager no longer uses HA Proxy for its support of
hot standby. Earlier releases of this T-Server require two HA Proxies to support hot standby.
b. For T-Server for Nortel Communication Server 2000/2100 in high-availability (hot standby) configuration,
Genesys recommends that you use link version SCAI14 or above with call-progress and noncontroller-re-
leased messages enabled. See the switch-specific information in Part 2 of this Deployment Guide for addi-
tional information on HA configurations.
c. Starting with release 7.5, T-Server for Nortel Communication Server 2000/2100 supports HA without HA
Proxy when operating in Dual CTI Links mode. See the switch-specific information in Part 2 of this De-
ployment Guide for additional information on HA configurations.
d. Starting with release 6.5.3, T-Server for Philips Sopho iS3000 supports HA both with and without HA
Proxy.
e. Although they do not support high availability per se, Network T-Servers do support a load-sharing schema.
Chapter 1: T-Server Fundamentals Multi-Site Support
Multi-Site Support
Multi-site configuration implies the existence of two or more switches that
belong to the same enterprise or service provider, and that share the Genesys
Configuration Database. (In some cases this may include isolated partitions on
a given switch served by different T-Servers.) The main goal of T-Server
support for multi-site operations is to maintain critical information about a call
as it travels from one switch to another.
For instructions on installing and configuring a multi-site environment,
including information on the Inter Server Call Control (ISCC) features, please
see Chapter 4, “Multi-Site Support,” on page 57.
Agent Reservation
T-Server provides support for clients to invoke the agent reservation function,
TReserveAgent(). This function allows a server application that is a client of
T-Server to reserve a DN along with an agent, a Place, or both, so that no
other T-Server client can route calls to it during a specified reservation
interval. Alternatively, when clients use the ISCC feature (see “ISCC Call Data
Transfer Service” on page 59), they can use an agent reservation embedded in
an ISCC request. (To do so, clients have to specify a certain Extensions
attribute in an ISCC request when initiating an ISCC transaction. See page 66
for the list of ISCC requests.)
The reservation does not currently prevent the reserved objects from receiving
direct calls or calls distributed from ACD Queues; agent reservation is
intended as a way of synchronizing the operation of several clients. See
RequestReserveAgent in the Voice Platform SDK 8.x .NET (or Java) API
Reference for more details on this function from the client’s point of view.
In addition to invoking the TReserveAgent function, you can customize the
Agent Reservation feature by configuring options in the T-Server Application
object. See“agent-reservation Section” on page 226 in the “T-Server Common
Configuration Options” chapter in Part Two for more details.
Starting with version 8.1, T-Server supports Agent Reservation failure
optimization, to ensure that only agent reservation requests of the highest
priority are collected. T-Server responds immediately with the EventError
message to existing or new reservation requests of a lower priority while
collecting the agent reservation requests of the highest priority only. This
functionality is controlled with the collect-lower-priority-requests
configuration option (see page 226).
28 Framework 8.1
Chapter 1: T-Server Fundamentals Client Connections
Client Connections
The number of connections T-Server can accept from its clients depend on the
operating system that T-Server runs. Table 2 illustrates the number of client
connections that T-Server support.
Table 2: Number of T-Server’s Client Connections
Operating System Number of Connections
AIX 32-bit mode (versions 5.3) 32767
AIX 64-bit mode (versions 5.3, 6.1, 7.1) 32767
HP-UX 32-bit mode (versions 11.11) 2048
HP-UX 64-bit mode 2048

(versions 11.11, 11i v2, 11i v3)
HP-UX Itanium (version 11i v3) 2048
Linux 32-bit mode 32768

(versions RHEL 4.0, RHEL 5.0)
Linux 64-bit mode (version RHEL 5.0) 32768
Solaris 32-bit mode (version 9) 4096
Solaris 64-bit mode (versions 9, 10) 65536
Windows Server 2003, 2008 4096
Next Steps
Now that you have gained a general understanding of the roles and features
available with T-Servers, you are ready to learn how T-Servers are installed
and configured. That information is presented in the next few chapters of this
Deployment Guide. So unless you are already familiar with T-Server
deployment and operation procedures, continue with Chapter 2, “T-Server
General Deployment,” on page 31. Otherwise, you may want to jump to Part
Two of this Deployment Guide, where you will find information about your
specific T-Server.
Chapter 1: T-Server Fundamentals Next Steps
30 Framework 8.1
Chapter
2 T-Server General
Deployment
This chapter contains general information for the deployment, configuration,
and installation of your T-Server. You may have to complete additional
configuration and installation steps specific to your T-Server and switch. You
will find these steps in Part Two of this document.
This chapter contains these sections:

Prerequisites, page 31

Deployment Sequence, page 36
 Deployment of T-Server, page 36

Next Steps, page 43
Note: You must read the Framework 8.1 Deployment Guide before
proceeding with this T-Server guide. That book contains information
about the Genesys software you must deploy before deploying
T-Server.
Prerequisites
T-Server has a number of prerequisites for deployment. Read through this
section before deploying your T-Server.
Software Requirements
Framework Components
You can only configure T-Server after you have deployed the Configuration
Layer of Genesys Framework. This layer contains DB Server, Configuration
Chapter 2: T-Server General Deployment Prerequisites
Server, and Configuration Manager. If you intend to monitor or control

T-Server through the Management Layer, you must also install and configure
components of this Framework layer, such as Local Control Agent (LCA),
Message Server, Solution Control Server (SCS), and Solution Control
Interface (SCI), before deploying T-Server.
Refer to the Framework 8.1 Deployment Guide for information about, and
deployment instructions for, these Framework components.
Media Layer and LCA

To monitor the status of components in the Media Layer through the
Management Layer, you must load an instance of LCA on every host running
Media Layer components. Without LCA, Management Layer cannot monitor
the status of any of these components. If you do not use the Management
Layer, LCA is not required.
Supported Platforms
Refer to the Genesys Supported Operating Environment Reference Manual for
the list of operating systems and database systems supported in Genesys
releases 6.x, 7.x, and 8.x. You can find this document on the Genesys
Technical Support website at
http://genesyslab.com/support/dl/retrieve/default.asp?item=B6C52FB6
2DB42BB229B02755A3D92054&view=item.
For UNIX-based (UNIX) operating systems, also review the list of patches
Genesys uses for software product builds, and upgrade your patch
configuration if necessary. A description of patch configuration is linked to
installation read_me.html files for the Genesys applications that operate on
UNIX, and is available within the installation packages.
Security
Starting with release 7.5, T-Server supports the Genesys Transport Layer
Security (TLS) and can be configured for secure data exchange with the other
Genesys components that support this functionality.
The Genesys TLS is not supported on all operating systems that T-Server itself
supports. For information about the supported operating systems, see the
Genesys 8.x Security Deployment Guide.
32 Framework 8.1
Hardware and Network Environment Requirements
Hosting
Genesys recommends that you or your IT specialist assign host computers to
Genesys software before you start Genesys installation. Remember the
following restrictions:
• Do not install all the Genesys server applications on the same host
computer.
• When installing a few server applications on the same host computer,
prevent them (except for Configuration Server) from using the swap area.
Installation Privileges
During deployment, be sure to log in with an account that will permit you to
perform administrative functions—that is, one that has root privileges.
Server Locations
Refer to the “Network Locations for Framework Components” chapter of the
Framework 8.1 Deployment Guide for recommendations on server locations.
Supported Platforms
Refer to the Genesys Supported Media Interfaces Reference Manual for the list
of supported switch and PBX versions. You can find this document on the
Genesys Technical Support website at
Licensing Requirements
All Genesys software is licensed—that is, it is not shareware. Genesys
products are protected through legal license conditions as part of your purchase
contract. However, the level of technical license-control enforcement varies
across different solutions and components.
Before you begin to install T-Server, remember that, although you may not
have had to use technical licenses for your software when you deployed the
Configuration and Management Layers in their basic configurations, this is not
the case with the Media Layer.
T-Server requires seat-related DN technical licenses to operate even in its most
basic configuration. Without appropriate licenses, you cannot install and start
T-Server. If you have not already done so, Genesys recommends that you
install License Manager and configure a license file at this point. For complete
information on which products require what types of licenses, and on the

installation procedure for License Manager, refer to the Genesys Licensing
Guide available on the Genesys Documentation Library DVD.
The sections that follow briefly describe the T-Server license types.
Note: Starting with release 7.2, the licensing requirements for T-Server have
changed from previous releases. Please read this section carefully and
refer to the Genesys Licensing Guide for complete licensing
information.
Licensing Basic Implementations

A stand-alone T-Server serving a single site requires licenses to register all
DNs it monitors. DNs that agents use in day-to-day contact center operations,
such as Extensions and ACD Positions, have to be registered using licenses
that control agent seats.
Note: Configure all seat DNs that agents use (Extensions and ACD Positions)
in the Configuration Layer. This enables detailed call monitoring
through Genesys reporting, and generally allows you to control access
to individual DNs.
Licensing HA Implementations
T-Servers operating with the hot standby redundancy type require a special
CTI HA technical license, which allows for high-availability implementations,
in addition to regular T-Server licenses. Neither T-Server in a redundant pair
configured for hot standby starts if this license is unavailable. Moreover, the
primary and backup T-Servers must use the same licenses to control the same
pool of DNs. If your T-Servers are configured with the hot standby redundancy
type, order licenses for CTI HA support.
Licensing Multi-Site Implementations

T-Servers performing multi-site operations require licenses that allow for such
operations, in addition to regular T-Server licenses. If some of your T-Servers
are configured for multi-site routing while others are not, either order licenses
for multi-site support for all T-Servers or install an additional License Manager
to handle the T-Servers involved in multi-site routing.
Note: You do not need licenses for multi-site support if some T-Server clients
include the local location as the location attribute value in their
requests for routing within the same site.
34 Framework 8.1
Configuring License Files

You need a license to configure and install Media Layer components. Genesys
recommends that, if you have not already done so, at this point you:
1. Install License Manager.
2. Configure license files.
Note: If you use the <port>@<server> format when entering the name of the
license server during installation, remember that some operating
systems use @ as a special character. In this case, the installation routine
is unable to write license information for T-Server to the Configuration
Layer or the run.sh file. Therefore, when you use the <port>@<server>
format, you must manually modify the command-line license
parameter after installing T-Server.
For information about which products require what types of licenses and for
the installation procedure for License Manager, refer to the Genesys Licensing
Guide available on the Genesys Documentation Library DVD.
About Configuration Options

Configuring T-Server is not a onetime operation. It is something you do at the
time of installation and then in an ongoing way to ensure the continued optimal
performance of your software. You must enter values for T-Server
configuration options on the Options tab of your T-Server Application object
in Configuration Manager. The instructions for configuring and installing
T-Server that you see here are only the most rudimentary parts of the process.
You must refer extensively to the configuration options chapters located in Part
Two of this book. Pay particular attention to the configuration options specific
to your own T-Server.
Configuration options common to all T-Servers, independent of switch type,
are described in Chapter 9, “T-Server Common Configuration Options,” on
page 217. T-Server-specific configuration options are described in a separate
chapter. T-Server also supports unified Genesys log options, as described in
the “Common Configuration Options” chapter.
Options that configure values for the TSCP software in your T-Server are
common to all T-Servers. Options based on the custom features of your switch
apply to your T-Server only. Familiarize yourself with both types of options.
You will want to adjust them to accommodate your production environment
and the business rules that you want implemented there.
Chapter 2: T-Server General Deployment Deployment Sequence
Deployment Sequence
This is the recommended sequence to follow when deploying T-Server.
Task Summary: T-Server Deployment Sequence
Objective Related Procedures and Actions
1. Deploy Configuration Layer objects See the Framework 8.1 Deployment

and ensure Configuration Manager Guide for details.
is running.
2. Deploy Network objects (such as See the Framework 8.1 Deployment

Host objects). Guide for details.
3. Deploy the Management Layer. See the Framework 8.1 Deployment

Guide for details.
4. Test your configuration and See Chapter 5, “Starting and Stopping

installation. T-Server Components,” on page 115.
Note: If, during the installation procedure for any of the Genesys
applications, the script warns you that Configuration Server is
unavailable and that the configuration cannot be updated, continue
with the installation. Following the installation, you must complete the
information on the Start Info tab to ensure that T-Server will run.
Deployment of T-Server
Deploying T-Server manually requires that you configure a number of
different objects in the Configuration Layer prior to setting up your T-Server
objects and then install T-Server. This section describes the manual
deployment process.
Configuration of Telephony Objects

This section describes how to manually configure T-Server telephony objects
if you are using Configuration Manager. For information about configuring
T-Server telephony objects using Genesys Administrator, refer to the
Framework 8.1 Genesys Administrator Help.
Recommendations
Genesys recommends registering (configuring) only those entities you plan to
use in the current configuration. The more data there is in the Configuration
36 Framework 8.1
Chapter 2: T-Server General Deployment Deployment of T-Server
Database, the longer it takes for the CTI setup to start, and the longer it will
take to process configuration data. Remember that adding configuration
objects to the Genesys Configuration Database does not cause any interruption
in contact center operation.
Depending on how much work is required to manually configure all
applications and objects, consider registering more Person objects first, with a
set of privileges that lets them perform configuration tasks.
Switching Offices
Your telephony network may contain many switching offices, but you should
only configure those that are involved with customer interactions.
Using Configuration Manager, be sure to register a Switching Office object
that accommodates your Switch object under Environment. Until you have
done this, you cannot register a Switch object under Resources (single-tenant
environment) or a Tenant (multi-tenant environment).
Note: The value for the switching office name must not have spaces in it.
Switches
1. Configure a Switch object for each switch on your telephony network.
Assign each Switch object to the appropriate T-Server Application
object.
2. If implementing the multi-site configuration, specify access codes for all
switches on the network so that the call-processing applications can route
and transfer calls between switches.
Two types of access codes exist in a Genesys configuration:
 Default access codes that specify how to reach this switch from any
other switch in the Genesys environment.

Switch-to-switch access codes that specify how to reach a particular
switch from any other switch. Use this type when either a nondefault
dial number or routing type is required between any two locations.
When a switch-to-switch access code is configured, its value has a
higher priority than that of a default access code.
See Chapter 4, “Multi-Site Support,” on page 57, for step-by-step
instructions.
Note: When the numbering plan uses unique directory number (DN)
assignment across sites and multi-site routing is not used, you do not
have to configure access codes.
DNs and Agent Logins
Note: Starting with release 7.2, the requirements for configuring DNs in the
Configuration Layer have changed. Refer to Part Two of this guide for
information about the requirements on configuring specific DN types
for your T-Server.
For each T-Server for which you are configuring DNs, you must configure all
DNs that agents and their supervisors use in day-to-day contact center
operation—so-called seat-related DNs—such as Extensions and ACD
Positions. Otherwise, T-Server does not register such DNs.
1. To configure Telephony objects within each switch, consult the switch
documentation. Information specific to your T-Server in Part Two of this
document contains tables that indicate how to set DN types in the Genesys
Configuration Database depending on the switch DN types and
configuration.
2. Check the numbering plan for different types of DNs, to see if you can
save time by registering Ranges of DNs. Usually, DNs of the same type
have consecutive numbers, which will make an otherwise tedious
configuration task easy. Agent Login objects almost always have
consecutive numbers, which means you can register them through the
Range of Agent Logins feature as well.
3. If you plan to use Virtual Queues and Virtual Routing Points in the contact
center operation, Genesys recommends registering them after you have
outlined the call-processing algorithms and identified your reporting needs.
Note: Remember that CTI applications, not the switch, generate

telephony events for DNs of these types.
Warning! When setting the Register flag for a DN, make sure you select the
value according to your T-Server. The Register flag values are as
follows:
• False—T-Server processes this DN locally, and never registers
it on the switch.
• True—T-Server always registers this DN on the switch during
T-Server startup or CTI link reconnect.
• On Demand—T-Server registers this DN on the switch only if a
T-Server client requests that it be registered.
Multi-Site Operations
See the section, “Configuring Multi-Site Support” on page 100, for
information on setting up DNs for multi-site operations.
38 Framework 8.1
Configuration of T-Server
Use the Framework 8.1 Deployment Guide to prepare accurate configuration
information. You may also want to consult Configuration Manager Help
and/or Genesys Administrator Help, which contains detailed information about
configuring objects.
Recommendations
Genesys recommends using an Application Template when you are
configuring your T-Server application. The Application Template for your
particular T-Server contains the most important configuration options set to the
values recommended for the majority of environments. When modifying
configuration options for your T-Server application later in the process, you
can change the values inherited from the template rather than create all the
options by yourself.
Procedure:
Configuring T-Server
Start of procedure
1. Follow the standard procedure for configuring all Application objects to
begin configuring your T-Server Application object. Refer to the
Framework 8.1 Deployment Guide for instructions.
2. In a Multi-Tenant environment, specify the Tenant to which this T-Server
belongs on the General tab of the Properties dialog box.
3. On the Connections tab:
 Add all Genesys applications to which T-Server must connect.
Note: For multi-site deployments you should also specify T-Server

connections on the Connections tab for any T-Servers that may
transfer calls directly to each other.
4. On the Options tab, specify values for configuration options as appropriate

for your environment.
Note: For T-Server option descriptions, see Part Two of this document.
5. In a multi-site environment, you must complete additional T-Server

configuration steps to support multi-site operations; see Chapter 4,
“Multi-Site Support,” on page 57.
End of procedure
Next Steps
• See “Installation of T-Server” on page 40.
Procedure:
Configuring multiple ports
Purpose: To configure multiple ports in T-Server for its client connections.
Start of procedure
1. Open the T-Server Application Properties dialog box.
2. Click the Server Info tab.
3. In the Ports section, click Add Port.
4. In the Port Properties dialog box, on the Port Info tab:
a. In the Port ID text box, enter the port ID.
b. In the Communication Port text box, enter the number of the new port.
c. In the Connection Protocol box, select the connection protocol, if
necessary.
d. Select the Listening Mode option.
Note: For more information on configuring secure connections between

Framework components, see Genesys 8.x Security Deployment
Guide.
e. Click OK.
5. Click OK to save the new configuration.
End of procedure
Installation of T-Server
The following directories on the Genesys 8.1 Media product DVD contain
T-Server installation packages:
• media_layer/<switch>/<platform> for UNIX installations, where <switch>
is your switch name and <platform> is your operating system.
40 Framework 8.1
• media_layer\<switch>\windows for Windows installations, where <switch>

is your switch name.
Procedure:
Installing T-Server on UNIX
Note: During installation on UNIX, all files are copied into the directory you
specify. No additional directories are created within this directory.
Therefore, do not install different products into the same directory.
Start of procedure
1. In the directory to which the T-Server installation package was copied,
locate a shell script called install.sh.
2. Run this script from the command prompt by typing sh and the file name.
For example: sh install.sh.
3. When prompted, confirm the host name of the computer on which
T-Server is to be installed.
4. When prompted, specify the host and port of Configuration Server.
5. When prompted, enter the user name and password to access Configuration
Server.
6. When prompted, select the T-Server application you configured in
“Configuring T-Server” on page 39 from the list of applications.
7. Specify the destination directory into which T-Server is to be installed,
with the full path to it.
8. If the target installation directory has files in it, do one of the following:
• Type 1 to back up all the files in the directory (recommended).
• Type 2 to overwrite only the files in this installation package. Use this
option only if the installation being upgraded operates properly.
• Type 3 to erase all files in this directory before continuing with the
installation.
The list of file names will appear on the screen as the files are copied to the
destination directory.
9. If asked which version of the product to install, the 32-bit or the 64-bit,
choose the one appropriate to your environment.
10. If asked about the license information that T-Server is to use: specify either
the full path to, and the name of, the license file, or the license server
parameters.
11. As soon as the installation process is finished, a message appears

announcing that installation was successful. The process places T-Server in
the directory with the name specified during the installation.
End of procedure
Next Steps
• To verify manual installation, go to “Verifying the installation of T-Server”
on page 43.
• To test your configuration and installation, go to Chapter 5, “Starting and
Stopping T-Server Components,” on page 115, and try it out.
• To configure and install redundant T-Servers, see Chapter 3,
“High-Availability Deployment,” on page 45.
• To install T-Servers for a multi-site environment, proceed to Chapter 4,
Procedure:
Installing T-Server on Windows
Start of procedure
1. In the directory to which the T-Server installation package was copied,
locate and double-click Setup.exe to start the installation.
2. When prompted, specify the connection parameters to the Configuration
Server associated with this T-Server.
3. When prompted, select the T-Server Application you configured in
“Configuring T-Server” on page 39 from the list of applications.
4. Specify the license information that T-Server is to use: either the full path
to, and the name of, the license file, or the license server parameters.
5. Specify the destination directory into which T-Server is to be installed.
6. Click Install to begin the installation.
7. Click Finish to complete the installation.
By default, T-Server is installed as a Genesys service (Windows Services)
with Automatic startup type.
End of procedure
Next Steps
• To verify manual installation, go to “Verifying the installation of T-Server”
on page 43.
42 Framework 8.1
Chapter 2: T-Server General Deployment Next Steps
• To test your configuration and installation, go to Chapter 5, “Starting and

Stopping T-Server Components,” on page 115, and try it out.
• To configure and install redundant T-Servers, see Chapter 3,
“High-Availability Deployment,” on page 45.
• To install T-Servers for a multi-site environment, proceed to Chapter 4,
Procedure:
Verifying the installation of T-Server
Purpose: To verify the completeness of the manual installation of T-Server to

ensure that T-Server will run.
Prerequisites
• Procedure: Installing T-Server on UNIX, on page 41
• Procedure: Installing T-Server on Windows, on page 42
Start of procedure
1. Open the Properties dialog box for a corresponding Application object in
Configuration Manager.
2. Verify that the State Enabled check box on the General tab is selected.
3. Verify that the Working Directory, command-line, and Command-Line
Arguments are specified correctly on the Start Info tab.
4. Click Apply and OK to save any configuration updates.
End of procedure
Next Steps
At this point, you have configured and installed T-Server using Configuration
Manager. If you want to test your configuration and installation, go to
Chapter 5, “Starting and Stopping T-Server Components,” on page 115, and try
it out. Otherwise, if you want to configure and install redundant T-Servers, see
Chapter 3, “High-Availability Deployment,” on page 45. If you want to install
T-Servers for a multi-site environment, proceed to Chapter 4, “Multi-Site
Support,” on page 57.
Chapter 2: T-Server General Deployment Next Steps
44 Framework 8.1
Chapter
3 High-Availability
Deployment
This chapter describes the general steps for setting up a high-availability (HA)
environment for your T-Server. The high-availability architecture implies the
existence of redundant applications, a primary and a backup. These are
monitored by a management application so that, if one application fails, the
other can take over its operations without any significant loss of contact center
data.
Every switch/T-Server combination offers different high-availability options.
The Framework Management Layer currently supports two types of redundant
configurations: warm standby and hot standby. All T-Servers offer the warm
standby redundancy type and, starting with release 7.1, the hot standby
redundancy type is implemented in T-Servers for most types of switches. Some
T-Servers support a switch’s ability to provide two CTI links to two T-Servers
or even one CTI link to two T-Servers. Other T-Servers require Genesys’s HA
Proxy in order to support the hot standby redundancy type. See Table 1 on
page 25 and the T-Server-specific information later in this document for details
on your T-Server.
This chapter describes the redundant architecture and how to configure
T-Server so that it operates with either type. Information in this chapter is
divided into the following sections:

Warm Standby Redundancy Type, page 46

Hot Standby Redundancy Type, page 47
 Prerequisites, page 49

Warm Standby Deployment, page 50

Hot Standby Deployment, page 52
 Next Steps, page 56
Chapter 3: High-Availability Deployment Warm Standby Redundancy Type
Warm Standby Redundancy Type

Genesys uses the expression warm standby to describe the redundancy type in
which a backup server application remains initialized and ready to take over
the operations of the primary server. The warm standby redundancy type
reduces to a minimum the inability to process interactions that may have
originated during the time it took to detect the failure. It also eliminates the
need to bring a standby server online, thereby increasing solution availability.
Warm Standby Redundancy Architecture

Figure 5 illustrates the warm standby architecture. The standby server
recognizes its role as a backup and does not process client requests until the
Management Layer changes its role to primary. When a connection is broken
between the primary server and the Local Control Agent (LCA, not shown in
the diagram) running on the same host, a failure of the primary process is
reported, and the switchover occurs; or, if the host on which the T-Server is
running fails, the switchover also occurs. (See the Framework 8.1 Deployment
Guide for information on LCA.) As a result:
1. The Management Layer instructs the standby process to change its role
from backup to primary.
2. A client application reconnects to the new primary.
3. The new primary (former backup) starts processing all new requests for
service.
Legend:
Runtime Connection to CTI Link Runtime Client Connection
Runtime Connection to Management Runtime Connection to Backup

Layer
T-Server 1 Client
(Primary) Application
Management Layer
T-Server 2
(Backup)
CTI Gate to Switching

Hardware
Figure 5: Warm Standby Redundancy Architecture
46 Framework 8.1
Chapter 3: High-Availability Deployment Hot Standby Redundancy Type
Although normal operations are restored as soon as the backup process takes
over, the fault management effort continues. That effort consists of repeated
attempts to restart the process that failed. Once successfully restarted, the
process is assigned the backup role.
Note: You can find full details on the role of the Management Layer in
redundant configurations in the Framework 8.1 Deployment Guide.
Hot Standby Redundancy Type

Genesys uses the expression hot standby to describe the redundancy type in
which a backup server application remains initialized, clients connect to both
the primary and backup servers at startup, and the backup server data is
synchronized from the primary server. Data synchronization and existing client
connections to the backup guarantee higher availability of a component. (See
Figure 6 on page 48.)
Starting with release 7.1, the hot standby redundancy type is implemented in
T-Servers for most types of switches. However, for some switches, you must
compensate for the lack of link redundancy by using an additional Genesys
component called HA Proxy.
Hot Standby Redundancy Architecture

Figure 6 illustrates the switch-independent side of a hot standby
implementation. Here, T-Servers start simultaneously and connect to the
switch. At T-Server startup, the Management Layer assigns the role of the
primary server to T-Server 1, and the role of backup to T-Server 2. T-Server
clients register with both T-Servers, but only the primary T-Server handles
client requests other than the registration requests. The internal T-Server
information, such as a DN status, ConnID, UserData, and Call Type, is
synchronized between the primary and backup T-Servers. Therefore, the
backup T-Server has the same information as the primary T-Server.
If T-Server 1 fails, the Management Layer makes T-Server 2 the new primary
server, and it starts processing client requests. The Management Layer
attempts to restart T-Server 1, and if it is successful, it makes T-Server 1 the
new backup server.
The details of hot standby redundancy implementation between T-Servers and
their switches vary depending on switch support for multiple CTI links. If your
T-Server supports hot standby (see Table 1 on page 25), refer to Part Two for
detailed information on the available hot standby schema.
Chapter 3: High-Availability Deployment Hot Standby Redundancy Type
Legend: Runtime Connection to CTI Link
Runtime Connection to Primary Runtime Connection to Backup
Runtime Connection to Management Data Synchronization

Layer
T-Server 1 Client
(Primary) Application
Management Layer
T-Server 2
(Backup)
CTI Gate to Switching

Hardware
Figure 6: Hot Standby Redundancy Architecture
Benefits of Hot Standby Redundancy

The hot standby redundancy type provides the following benefits over the
warm standby type:
• Using hot standby ensures the processing of interactions in progress if a
failure occurs. After the primary T-Server (T-Server 1) fails, T-Server 2
handles all new interactions and takes over the processing of interactions
that are currently in progress.
• T-Servers perform one-way (from primary to backup) synchronization of
call-associated data, including, but not limited to:
 Connection IDs.

Attached user data.

Inter Server Call Control (ISCC; formerly called External Routing) call
references to another site in a multi-site environment (to support the
ISCC/COF feature).
Note: Refer to “ISCC Call Data Transfer Service” on page 59 for ISCC
feature descriptions.
• When mirrored links are not available, HA Proxy helps T-Server

synchronize the current states of agents, calls, parties, and devices between
the primary and backup T-Servers.
48 Framework 8.1
Chapter 3: High-Availability Deployment Prerequisites
However, keep the following hot standby limitations in mind:

• Client requests sent during the failure and switchover may be lost.
• Routing requests sent by the switch during the failure and switchover may
be lost.
• T-Server does not synchronize interactions that begin before it starts,
including incomplete ISCC-related transactions.
• Some T-Library events might be duplicated or lost.
• Reference IDs from client requests can be lost in events.
Prerequisites
This section presents basic requirements and recommendations for configuring
and using redundant T-Servers.
Requirements
You must install the Management Layer if you are installing redundant
T-Server applications. In particular, install Local Control Agent (LCA) on each
computer that runs T-Server.
Warning! Genesys strongly recommends that you install the backup and
primary T-Servers on different host computers.
Synchronization Between Redundant T-Servers

When T-Servers operate in a high-availability environment, the backup
T-Server must be ready to take on the primary role when required. For this
purpose, both T-Servers must be running and must have the same information.
When you configure redundant T-Servers to operate with the hot standby type,
the primary T-Server uses the connection to the backup to deliver
synchronization updates. Genesys recommends that you enable the Advanced
Disconnect Detection Protocol (ADDP), described in Chapter 1, for this
connection. Do so using the configuration options in the
“Backup-Synchronization Section” section. Refer to the “T-Server Common
Configuration Options” chapter for option descriptions.
Configuration Warnings
When configuring T-Servers to support either the warm standby or hot standby
redundancy type, remember:
Chapter 3: High-Availability Deployment Warm Standby Deployment
1. When at least one of the two T-Servers that operate in a redundant mode is
running, do not change a redundancy type, host, or port in either T-Server
configuration.
2. When both the primary and backup T-Servers are running, do not remove
the backup T-Server Application object from the configuration.
You are responsible for the option synchronization in the configuration of the
primary and backup T-Servers; Configuration Server does not synchronize
either options or their values in different T-Server Application objects. That is,
you must configure both T-Servers to have the same options with the same
values. If you change a value in one T-Server configuration, you must change
it in the other T-Server configuration manually. The log options in the primary
T-Server can differ from those in the backup T-Server configuration. The link
configuration options in the primary T-Server can also differ from those in the
backup T-Server configuration.
Warm Standby Deployment

This section describes how to configure redundant T-Servers to work with the
warm standby redundancy type, including details on their connections and
settings.
General Order of Deployment

The general guidelines for T-Server warm standby configuration are:
1. Configure two T-Server Application objects as described in
“Configuration of T-Server” on page 39.
2. Make sure the Switch object is configured for the switch these T-Servers
should serve, as described in “Configuration of T-Server” on page 39.
3. Modify the configuration of the primary and backup T-Servers as
instructed in the following sections.
After completing the configuration steps, ensure that both T-Servers are
installed (see page 52).
50 Framework 8.1
Chapter 3: High-Availability Deployment Warm Standby Deployment
Modification of T-Servers for Warm Standby

Modify the configuration of both the primary and backup T-Server
Application objects as described in the following sections.
Note: Starting with release 7.5, you can configure multiple ports for any
application of type server. When multiple ports are configured for a
server in a warm standby redundancy pair, the number of ports, their
Port IDs, and the Listening Mode settings of the primary and backup
servers must match respectively.
Procedure:
Modifying the primary T-Server configuration for warm
standby
Start of procedure
1. Stop both the primary and backup T-Servers if they are already running.
2. Open the Configuration Manager main window.
3. Open the Properties dialog box of the Application object for the T-Server
that you want to configure as a primary server.
4. Click the Switches tab.
5. Ensure that it specifies the Switch that this T-Server Application should
serve. If necessary, select the correct Switch using the Browse button.
6. Click Apply to save the configuration changes.
8. Specify the T-Server Application you want to use as the backup server.
Use the Browse button next to the Backup Server field to locate the backup
T-Server Application object.
9. Select Warm Standby as the Redundancy Type.
11. Click the Start Info tab.
12. Select Auto-Restart.
13. Click Apply and OK to save the configuration changes.
End of procedure
Next Steps
• Procedure: Modifying the backup T-Server configuration for warm
standby, on page 52
Chapter 3: High-Availability Deployment Hot Standby Deployment
Procedure:
Modifying the backup T-Server configuration for warm
standby
Start of procedure
1. Make sure the two T-Servers are not running.
that you want to configure as a backup server.
5. Using the Browse button, select the same Switch object you associated with
the primary T-Server Application object.
End of procedure
Warm Standby Installation of Redundant T-Servers

The installation of a redundant T-Server is the same as that for the stand-alone
T-Server. If you have not installed the primary and backup T-Servers yet,
follow the instructions in “Installation of T-Server” on page 40 for both
installations.
Hot Standby Deployment

This section describes how to configure redundant T-Servers to work with the
hot standby redundancy type, including details on their connections and
settings.
General Order of Deployment

The general guidelines for T-Server hot standby configuration are:
1. Configure two T-Server Applications objects as described in “Configuring
T-Server” on page 39.
52 Framework 8.1
2. Make sure the Switch object is configured for the switch these T-Servers
should serve, as described in “Configuration of Telephony Objects” on
page 36.
3. Modify the configuration of the primary and backup T-Servers as
instructed in the following sections.
After completing the configuration steps, ensure that both T-Servers are
installed (see page 56).
Table 1 on page 25 summarizes hot standby redundancy support in various
T-Servers. For detailed, up-to-date information on the subject, see the Genesys
Supported Media Interfaces Reference Manual located on the Technical
Support website at
Modification of T-Servers for Hot Standby

Modify the configuration of both the primary and backup T-Server
Application objects for hot standby redundancy as described in the following
sections.
Note: Starting with release 7.5, you can configure multiple ports for any
application of type server. When multiple ports are configured for a
server in a hot standby redundancy pair, the number of ports, their
Port IDs, and the Listening Mode settings of the primary and backup
servers must match respectively.
Procedure:
Modifying the primary T-Server configuration for hot
standby
Start of procedure
1. Stop both primary and backup T-Servers if they are already running.
that you want to configure as a primary server.
5. Ensure that it specifies the Switch that this T-Server Application should
serve. If necessary, select the correct Switch using the Browse button.
8. In the Ports section, select the port to which the backup server will connect
for HA data synchronization and click Edit Port.
Note: For information on adding multiple ports, see “Configuring

multiple ports” on page 40.
a. In the Port Properties dialog box, on the Port Info tab, select the HA
sync check box.
b. Click OK.
Note: If the HA sync check box is not selected, the backup T-Server will
connect to the default port of the primary T-Server.
9. Specify the T-Server Application you want to use as the backup server.
Use the Browse button next to the Backup Server field to locate the backup
T-Server Application object.
10. Select Hot Standby as the Redundancy Type.
15. To enable ADDP between the primary and backup T-Servers, click the
Options tab. Open or create the backup-sync section and configure
corresponding options.
Note: For a list of options and valid values, see the

“Backup-Synchronization Section” section of “T-Server Common
Configuration Options” chapter in Part Two of this document.
End of procedure
Next Steps
• Procedure: Modifying the backup T-Server configuration for hot standby,
on page 55
54 Framework 8.1
Procedure:
Modifying the backup T-Server configuration for hot
standby
Start of procedure
1. Make sure the two T-Servers are not running.
that you want to configure as a backup server.
5. Using the Browse button, select the same Switch object you associated with
the primary T-Server Application.
7. In the Ports section, select the port to which the primary server will
connect for HA data synchronization and click Edit Port.
Note: For information on adding multiple ports, see “Configuring

multiple ports” on page 40.
a. In the Port Properties dialog box, on the Port Info tab, select the HA
sync check box.
b. Click OK.
Note: If the HA sync check box is not selected, the primary T-Server will
connect to the default port of the backup T-Server.

11. Click the Options tab.
12. Modify the values for all necessary configuration options. Genesys
recommends that you set all configuration options for the backup T-Server
to the same values as for the primary T-Server; the only exceptions are the
log options and the server-id option.
End of procedure
Chapter 3: High-Availability Deployment Next Steps
Hot Standby Installation of Redundant T-Servers

The installation of a redundant T-Server is the same as that for the stand-alone
T-Server. If you have not installed the primary and backup T-Servers yet,
follow instructions in “Installation of T-Server” on page 40 for both
installations.
Next Steps
At this point, you have learned how to configure and install redundant
T-Servers. Go to Chapter 5, “Starting and Stopping T-Server Components,” on
page 115, to test your configuration and installation, or continue with
Chapter 4, “Multi-Site Support,” on page 57, for more possibilities.
56 Framework 8.1
Chapter
4 Multi-Site Support
This chapter contains general information about multi-site environments, as
well as information on deploying a multi-site environment for your T-Server.
This chapter is divided into the following sections:
 Multi-Site Fundamentals, page 58

ISCC Call Data Transfer Service, page 59

ISCC/Call Overflow Feature, page 79
 Number Translation Feature, page 83

Network Attended Transfer/Conference Feature, page 91

Event Propagation Feature, page 93
 ISCC Transaction Monitoring Feature, page 100

Configuring Multi-Site Support, page 100

Next Steps, page 114
Note: Each switch/T-Server combination offers different multi-site options.

For details describing your specific switch/T-Server environment,
refer to Chapter 9, “T-Server Common Configuration Options,” on
page 217.
The following instructions apply to both local and remote switches and
T-Servers. Because different vendor switches can be installed at the local and
remote locations, this chapter covers several, but not all, possible
configurations. To help determine which sections of this chapter apply to your
situation, refer to Table 3 on page 75 and Table 4 on page 80.
For more information on your specific switch/T-Server environment, refer to
the multi-site topics in Part Two of this guide.
Chapter 4: Multi-Site Support Multi-Site Fundamentals
Multi-Site Fundamentals
A multi-site configuration has two or more switches that belong to the same
enterprise or service provider and that share the Genesys Configuration
Database. (In some cases, this may include isolated partitions on a given
switch served by different T-Servers.) The main goal of T-Server support for
multi-site operations is to maintain critical information about a call as it travels
from one switch to another.
T-Server supports multi-site operations using its Inter Server Call Control
(ISCC; formerly called External Routing), which supports the following
functions:
• Call matching—To link instances of a call distributed across multiple sites
and to re-attach essential data associated with the call (ConnID, UserData,
CallType, and CallHistory). The following T-Server features support this
capability:
 ISCC Call Data Transfer Service (active external routing)—when
requested by a T-Server client by specifying the desired destination in
the location parameter, and also with various ISCC strategies
performed by direct dial or by using the Transfer Connect Service. See
“ISCC Transaction Types” on page 66 and “Transfer Connect Service
Feature” on page 78.

Inter Server Call Control/Call Overflow (ISCC/COF) feature (passive
external routing)—applicable when calls are overflowed to another site
either directly or manually (see page 79).

Number Translation feature (see page 83).
 Network Attended Transfer/Conference (NAT/C) feature (see page 91).
Note: When ISCC detects call instance reappearance on a given site, the
call is assigned a unique ConnID and the user data is synchronized
with the previous call instances. This ensures that ConnIDs
assigned to different instances of the same call on a given site are
unique.
• Call data synchronization between associated call instances (ISCC

Event Propagation)—To provide the most current data to call instances
residing on remote T-Servers. The following T-Server features support this
capability:

User Data propagation (see page 94)
 Party Events propagation (see page 95)
Note: ISCC automatically detects topology loops and prevents

continuous updates.
58 Framework 8.1
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
Note: In distributed networks, Genesys recommends using call flows that

prevent call topology loops and multiple reappearances of the same
call instance. This approach ensures that all T-Servers involved with
the call report the same ConnID, and also optimizes telephony trunk
allocation by preventing trunk tromboning.
The T-Server configuration contains information about other T-Servers with

which it will communicate. T-Server uses this information to connect with the
other T-Servers. During this “handshake” process, T-Servers exchange
information about the following parameters:
• Protocol type
• Switch type
• Server name
• Location name (switch name)
• T-Server role (primary or backup)
To complete the handshake process, T-Servers exchange messages about the
current condition of the links to their switches. After the handshake process is
complete, T-Server is ready to support a multi-site operation.
ISCC Call Data Transfer Service

Because ISCC supports active external routing, T-Servers that serve different
switches (usually on different sites) can exchange call data when a call is
passed from one switch to another. With this functionality, T-Server provides
its clients with the following additional information about each call received
from another switch:
• The connection identifier of the call (attribute ConnID).
• Updates to user data attached to the call at the previous site (attribute
UserData).
• The call type of the call (attribute CallType)—In multi-site environments
the CallType of the call may be different for each of its different legs. For
example, one T-Server may report a call as an Outbound or Consult call, but
on the receiving end this call may be reported as Inbound.
• The call history (attribute CallHistory)—Information about
transferring/routing of the call through a multi-site contact center network.
Note: Load-sharing IVR Servers and Network T-Servers cannot be

designated as the destination location for ISCC, except when
cast-type is set to dnis-pool. Consult the Universal Routing
Deployment Guide for specific configuration details.
Figure 7 shows the steps that occur during a typical external routing (ISCC)
transaction. Note that the location where a call is initially processed is called
the origination location, and the location to which the call is passed is called
the destination location.
Origination Origination Switch Destination

Destination Switch
Location Location
6. Call 7. Alerting event
Passing processing
5. Telephony
Request to
move a call to 3. Routing service
a destination availability check
location
2. Routing service
availability request
1. T-Library
T-Server T-Server
request 4. Routing service 9. Processing result
for ISCC availability response notification
routing 10. EventRemote-
Connection -
8. Call arrival
Success/Failure
processing
T-Server
Client
Figure 7: Steps in the ISCC Process
ISCC Call Flows

The following section identifies the steps (shown in Figure 7) that occur during
an ISCC transfer of a call.
Step 1
A client connected to the T-Server at the origination location requests this
T-Server to pass a call with call data to another location. For this purpose, the
client must specify the location parameter (Attribute Location) when calling a
corresponding T-Library function. ISCC processes the following T-Library
requests:
• TInitiateConference
• TInitiateTransfer
• TMakeCall
• TMuteTransfer
• TRouteCall
• TSingleStepTransfer
60 Framework 8.1
Step 2
Upon receiving a client’s request, the origination T-Server checks that the:
1. Connection to the destination T-Server is configured in the origination
T-Server Properties dialog box.
2. The connection to the destination T-Server is active.
3. The destination T-Server is connected to its link.
4. The origination T-Server is connected to its link.
If these four conditions are met, the origination T-Server determines the
transaction type that will be used for passing call data to another location in
this transaction. The following possibilities exist:
• The client can request what ISCC transaction type (or simply transaction
type) to use by specifying an appropriate key-value pair in the Extensions
attribute of the request. The key-value pair must have a key equal to
iscc-xaction-type and either an integer value as specified in the
TXRouteType enumeration (see the Voice Platform SDK 8.x .NET (or Java)
API Reference) or a string value equal to one of the following: default,
route, direct (or direct-callid), direct-network-callid,
direct-notoken, direct-ani, direct-uui, direct-digits, reroute,
dnis-pool, pullback, or route-uui.
• If the client does not specify the transaction type in the request or specifies
the default transaction type, T-Server checks the Switch configuration for
the transaction type configured in the Access Code (or Default Access
Code) properties:
 If the Route Type property of the Access Code is set to any value other
than default, T-Server uses the specified value as the transaction type.

If the Route Type property of the Access Code is set to the default
value, T-Server uses the first value from the list specified in the
cast-type configuration option configured for the destination T-Server.
If no value has been specified for the cast-type option, the default
value of route is used as the transaction type.
Note: For more information on Access Codes and Default Access Code,
see “Switches and Access Codes” on page 102.
After the origination T-Server determines the requested transaction type, it

determines if the destination T-Server supports this transaction type.
You must list the transaction types T-Server supports in the cast-type
configuration option.
The origination T-Server issues a request for routing service availability and
sends it to the destination T-Server. The T-Server request contains data that
should be passed along with the call to the destination location. This data
includes the transaction type, ConnID, UserData, CallType, and CallHistory.
The timer specified by the request-tout configuration option is set when the
origination T-Server sends the request. If either the specified timeout expires
or the call is abandoned before the origination T-Server receives a response
from the destination T-Server, the operation is considered failed. In this
scenario, the origination T-Server:
1. Generates a request to the destination T-Server to cancel the request for
routing service.
2. Sends EventError to the client that requested the service.
3. Deletes information about the request.
Step 3
The destination T-Server receives the request for routing service availability
and checks the requested type of routing. Depending on the ISCC transaction
type, it stores the request information and, when appropriate, allocates access
resources for the coming call. For example, an External Routing Point is
allocated when the transaction type is route, and an Access Resource of type
dnis is allocated when the transaction type is dnis-pool.
Note: The resource-allocation-mode and resource-load-maximum

configuration options determine how resources are allocated. For
option descriptions, refer to Chapter 9, “T-Server Common
Configuration Options,” on page 217 for option descriptions.
If resources are unavailable, the request is queued at the destination location

until a resource is free or the origination T-Server cancels the request. If the
request is canceled, the destination T-Server deletes all information about the
request.
If resources are unavailable because of incorrect configuration, the destination
T-Server returns an error event to the origination T-Server.
Step 4
If resources are available, the destination T-Server generates a positive
response and the timer is started for the interval specified by the timeout
configuration option of the destination T-Server.
Step 5
If the origination T-Server receives a negative response, it sends an EventError
message to the client and clears all data about the request.
If the origination T-Server receives the confirmation about routing service
availability, it processes the client’s request and sends a corresponding
message to the switch. The timer on the origination T-Server is also started for
the interval specified by the timeout configuration option of the destination
T-Server.
62 Framework 8.1
Step 6
The origination switch processes the T-Server request and passes the call to the
destination switch.
Step 7
If the call arrives at the destination switch, the switch generates an alerting
event.
The destination T-Server waits for the call no longer than the interval specified
by the timeout configured on the destination T-Server. If the call is not
received at the destination location within this interval, the destination
T-Server issues a failure notification to the origination T-Server, deletes all
data about the request, and, when appropriate, frees the resources previously
allocated for the request.
If either the specified timeout expires or the call is abandoned before the
origination T-Server receives a response from the destination T-Server, the
operation is considered failed. In this case, the origination T-Server:
1. Generates a request to the destination T-Server to cancel the request for
routing service.
2. Responds to the client that requested the service in one of the following
ways:
If the origination T-Server has already sent a response to the request

the client sent in Step 1, the origination T-Server supplements its

response with EventRemoteConnectionFailed.
If the origination T-Server has not yet sent a response to the client, the

origination T-Server sends EventError.

3. Deletes information about the request.
Step 8
If the destination T-Server matches the arrived call, it updates the ConnID,
UserData, CallType, and CallHistory attributes with the data received in the
request for routing service availability. The connection ID is updated as
follows:
The arrived call is assigned the ConnID that is specified in the request for
routing service availability, but only if this ConnID does not coincide with the
ConnID of a call that has existed at the destination site. If two such ConnIDs are
identical, the arrived call is assigned a new unique ConnID.
For direct-* transaction types (where the asterisk stands for a callid, uui, ani,
or digits extension), the call reaches the destination DN directly.
For the transaction types route and route-uui, the call first arrives at an
External Routing Point from which it is routed to the destination DN. The call
info is updated when the call reaches the External Routing Point. An External
Routing Point is considered free when the first alerting event (EventQueued or
EventRouteRequest) is distributed.
Please keep the following issues in mind when using the ISCC feature:
• If routing from a dedicated External Routing Point to the destination DN
fails, T-Server considers the transaction failed. However, the ConnID,
UserData, CallType, and CallHistory attributes are updated. Then,
T-Server attempts to route the call to one of the Default DNs configured
for this External Routing Point.
• If the destination T-Server did not receive a request for routing service
availability, but a call arrives at an External Routing Point, T-Server
considers the call to be unexpected and routes the call to the DN specified
by the dn-for-unexpected-calls configuration option. When no alternative
targets are defined, the call remains at the External Routing Point until
diverted by the switch or abandoned by the caller.
For reroute and pullback transaction types, the call returns to the network
location. For the dnis-pool transaction type, the call reaches the destination
DN directly.
Step 9
If, in Step 8, the call does not arrive within the configured timeout, or the
transaction fails, the destination T-Server sends a notification of failure to the
origination T-Server.
Otherwise, the destination T-Server notifies the origination T-Server that the
routing service was successful and deletes all information about the request.
Step 10
The origination T-Server notifies the client that the routing service was
successful (or failed) and deletes all information about the request.
Client-Controlled ISCC Call Flow

The following section identifies the steps that occur during a client-controlled
ISCC transfer of a call.
Step 1
A client, such as Universal Routing Server (URS), that is connected to the
T-Server at the origination location detects a call to be delivered to another
destination location.
64 Framework 8.1
Step 2
The client chooses a destination location and the target DN for the call. Then, it
sends the TGetAccessNumber request to the destination T-Server for routing
service availability, indicating the target DN and other call context (ConnID,
UserData, and CallHistory attributes).
Step 3
The destination T-Server receives the request for routing service availability.
Depending on the ISCC transaction type, it stores the request information,
including the call context. When appropriate, it allocates access resources for
the coming call, such as External Routing Point.
If resources are unavailable, the request is queued at the destination T-Server
until an appropriate ISCC resource is free or the client cancels the request. If
the request is canceled, the destination T-Server deletes all information about
the request.
If resources are unavailable because of incorrect configuration, the destination
T-Server returns an EventError message to the client.
Step 4
The destination T-Server replies to the client with the
EventAnswerAccessNumber message, which contains the allocated ISCC
resource.
Step 5
The client requests that the origination T-Server delivers the call to the
destination location using the allocated access resource.
Step 6
The origination T-Server receives and processes the client’s request, and then
sends a corresponding message to the switch.
Step 7
The call arrives at the destination switch and is reported to the destination
T-Server via CTI. The call is matched by means of ISCC, based on the
specified cast-type setting and allocated resource, and then the call is assigned
a requested call context (such as ConnID or call data). Upon successful
transaction completion, the destination T-Server notifies the client by sending
EventRemoteConnectionSuccess.
The destination T-Server waits for the call no longer than the interval specified
by the timeout that is configured on the destination T-Server. If the call is not
received at the destination location within this interval, the destination
T-Server issues a failure notification to the client by sending
EventRemoteConnectionFailed, deletes all data about the request, and, when

appropriate, frees the resources previously allocated for the request.
The destination T-Server notifies the client whether the routing service
succeeded or failed by sending either the EventRemoteConnectionSuccess or
EventRemoteConnectionFailure, respectively.
ISCC Transaction Types

As switches of different types provide calls with different sets of information
parameters, a single mechanism for passing call data between the switches is
not feasible in some cases. Therefore, the ISCC feature supports a number of
mechanisms for passing call data along with calls between locations. This
section describes ISCC transaction type principles, identifies which transaction
types are supported for each T-Server, and defines each transaction type
(beginning with “direct-ani” on page 67).
It is important to distinguish the two roles that T-Servers play in an external
routing (ISCC) transaction—namely origination T-Server and destination
T-Server.
• The origination T-Server initiates an ISCC transaction. It prepares to send
the call to another T-Server and coordinates the process.
• The destination T-Server receives call data from an origination T-Server
and matches this data to a call that will arrive at some time in the future.
The distinction between these roles is important because the range of
telephony-hardware functionality often requires T-Servers to support two
entirely different sets of ISCC transactions based on which of the two roles
they play. For instance, it is very common for a particular T-Server to support
many types of ISCC transactions when it takes on the origination role, but
fewer when it takes on the role of a destination T-Server.
The ISCC transaction type reroute is a good example. Most T-Servers support
Reroute as origination T-Servers, but very few support Reroute as destination
T-Servers.
Determining and Configuring Transaction Type

Support
You can find descriptions of these transaction types starting on page 67. Use
Table 3 on page 75 to identify the transaction types your destination T-Server
supports. A blank table cell indicates that T-Server does not support a certain
transaction type.
You can configure the transaction types specific to your T-Server as values of
the cast-type configuration option specified in the ISCC configuration section
extrouter. Refer to Chapter 9, “T-Server Common Configuration Options,” on
page 217 for the option description.
66 Framework 8.1
ISCC Transaction Type General Principles

Generally, since most of the ISCC implementation is done at the T-Server
Common Part (TSCP) code level, all T-Servers support certain ISCC
transaction types. Any T-Server can act as the origination T-Server for the
following transaction types:
• direct-ani, page 67
• direct-notoken, page 69
• dnis-pool, page 70
• pullback, page 71
• reroute, page 72
• route (aliased as route-notoken), the default transaction type, page 73
The following transaction types are unevenly supported for both the
origination and destination T-Server roles:
• direct-callid (aliased as direct), page 68
• direct-digits (reserved for Genesys Engineering)
• direct-network-callid, page 68
• direct-uui, page 69
• route-uui, page 74
The reroute and pullback transaction types are supported only for selected
T-Servers in the destination role. However, if you implement this support,
other transaction types require additional configuration and testing—even
those that would normally be supported by default.
direct-ani
With the transaction type direct-ani, the ANI call attribute is taken as the
parameter for call matching. Properly configured switches and trunks can keep
the ANI attribute when a call is transferred over the network. T-Server can use
this network feature for call matching.
Warning! Depending on the switch platform, it may be possible to inherit

the ANI attribute after routing a call to a remote destination, and
after performing a single-step transfer and other telephone actions.
However, ISCC only works properly in scenarios where the ANI
attribute on the destination T-Server is represented by exactly the
same digit string as on the origination T-Server.
Typically, the ANI attribute represents the original call identifier
(customer phone number), which guarantees that the attribute
remains unique. However, you can use the non-unique-ani
resource type to block ISCC from matching calls based on an ANI
that is known to be non-unique. (See “Configuring access
resources for non-unique ANI” on page 111 for details.)
direct-callid
With the transaction type direct-callid, the call reaches the destination DN
directly from another location, and the CallID of the call is taken as the
attribute for call matching. When a call arrives at the final destination, the
destination T-Server identifies its CallID, and updates the call info if the
CallID matches.
Use this transaction type when the destination switch has the capability to
assign to an incoming call the same network-wide unique CallID that the
origination switch has already assigned to that call.
Notes: The direct-callid transaction type is used only in conjunction with

the TRouteCall and TSingleStepTransfer function calls. It is applied
only to the call that is in progress, and does not apply to functions
that involve in the creation of a new call, such as TMakeCall.
For T-Server for Nortel Communication Server 2000/2100, the
direct-callid transaction type is also applied to the TMuteTransfer
function.
direct-network-callid
With the transaction type direct-network-callid, the call reaches the
destination DN directly from another location, and the NetworkCallID of the
call is taken as the attribute for call matching. When a call arrives at the final
destination, the destination T-Server identifies its NetworkCallID, and updates
the call info if the NetworkCallID matches.
68 Framework 8.1
Use this transaction type when the destination switch has the capability to
assign to an incoming call the same network-wide unique NetworkCallID that
the origination switch has already assigned to that call.
Note: To support this transaction type, you must configure Target Type and
ISCC Protocol Parameters fields of the corresponding Switch Access
Code in the Configuration Layer. For information about settings that
are specific for your T-Server type, refer to Part Two of this document.
direct-uui
With the transaction type direct-uui, so-called user-to-user information (UUI)
is taken as the attribute for call matching. Some switches make it possible to
send a small data packet along with a call. T-Server can use this data to
recognize a call passed from one switch to another. The destination T-Server
generates a local unique value for UUI, and then notifies the origination
T-Server. The origination T-Server uses a provided value to mark the call
coming from the origination location. The destination T-Server receives a call
and checks whether it is marked with an exact UUI value. If so, the call is
considered to be matched.
On the Avaya Communication Manager and the Aspect ACD, UUI is referred
to as “user-to-user information.” On the Siemens Hicom 300 switch with
CallBridge, UUI is referred to as “Private User Data.” On the Alcatel
A4400/OXE switch, UUI is referred to as “correlator data.”
Note: To support this transaction type, you must configure your switches to
pass the UUI provided by your T-Server. You must also ensure that the
trunks involved do not drop this data.
direct-notoken
With the transaction type direct-notoken, T-Server expects a call to arrive
from another location to the destination DN specified in the request for routing
service availability. When a call reaches the specified DN, T-Server processes
the call as the expected externally-routed call.
Notes: This matching criterion is weak because any call that reaches the
specified DN is considered to be the expected call. Genesys
recommends that you use this transaction type only in a contact
center subdivision that can only be reached from within the contact
center (such as the second line of support, which customers cannot
contact directly).
When using direct transaction types, Network T-Servers and
load-sharing IVR Servers are not meant to act as destination
T-Servers for call routing. Using Network T-Server with these
transaction types requires special architecture.
dnis-pool
With the dnis-pool transaction type, T-Server reserves one of its DNIS access
resources and waits for the call that has the same DNIS attribute as the name of
the reserved DNIS access resource.
If the arrived call is matched successfully, the destination T-Server may update
the value of the DNIS attribute of the call (along with ConnID, UserData,
CallType, and CallHistory) with the value of the DNIS attribute of the original
call. This occurs when the value of the DNIS attribute of the original call is
specified as a value of the key-value pair _ISCC_TRACKING_NUMBER_ in the
Extensions attribute of the original client request.
The DNIS matching can be based on any number of digits out of all the digits
that comprise the DNIS attribute. The number of digits that T-Server should use
for DNIS matching is specified for the destination switch as the ISCC Protocol
Parameters property of the Switch Access Code. The value syntax should be as
follows:
dnis-tail=<number-of-digits>
For example, if this property is set to the dnis-tail=7 value, ISCC matches
only the last seven digits of a DNIS.
You must configure DNIS access resources in the switch; otherwise, ISCC
fails to use this transaction type and sends EventError in response to the client
application request.
Note: The dnis-pool transaction type is typically used for networks that
employ a “behind the SCP” architecture, such as network IVR.
Network T-Server for GenSpec and IServer are two examples of this,
but other Network T-Servers might also be used in this architecture.
70 Framework 8.1
In Load-Balancing Mode
When T-Server uses load balancing for call routing with the dnis-pool
transaction type, the following processes occur:
1. A client of the origination T-Server sends a request to pass a call to the
location with a DNIS access resource specified in the key-value pair
iscc-selected-dnis.
2. The origination T-Server distributes the request for a routing service to all
destination T-Servers.
3. The destination T-Servers receive the request and check that the specified
DNIS is not being used by another routing service request.
4. The origination T-Server expects to receive a positive response from each
destination T-Server. If the origination T-Server receives a negative
response from at least one T-Server, it sends an EventError to the client and
clears all data about the request. If the origination T-Server receives the
confirmation about routing service availability from all destination
T-Servers, it processes the client’s request and sends a corresponding
message to the switch.
5. The origination switch processes the T-Server request and passes the call
to the destination switch.
6. The call arrives at the destination switch, which generates an alerting event
to one of the corresponding load-balanced destination T-Servers.
7. That destination T-Server processes the call and notifies the origination
T-Server that the routing service was successful and deletes all information
about the request.
8. The origination T-Server sends a routing service request cancellation to all
other destination T-Servers.
9. The origination T-Server notifies the client that the routing service has
been successful and deletes all information about the request.
pullback
Pullback is used in the following scenario, for those T-Servers that support it:
1. A call arrives at Site A served by a Network T-Server.
2. At Site A, a Network T-Server client requests to pass the call by means of
ISCC routing to Site B served by a premise T-Server. Any transaction type
except reroute or pullback can be specified in this request.
3. The call arrives at Site B and is either answered by an agent or delivered to
a routing point.
4. A client of the premise T-Server at Site B sends a TRouteCall or
TSingleStepTransfer request to transfer the call to the network.
5. The Site B premise T-Server notifies the Network T-Server about this
request.
6. The network T-Server receives the notification and issues an
EventRouteRequest to obtain a new destination.
7. After receiving the new destination information, the Network T-Server
disconnects the call from its current premise location at Site B and attempts
to route the call to the new destination.
8. The Site B premise T-Server stops tracking the call, which has
disconnected from the premise’s agent DN or routing point and is delivered
to the network.
9. The network T-Server completes routing the call to its new destination.
Note: The transaction type pullback can only be used to return a call from a
premise T-Server to the Network T-Server that serves the site from
which the call was previously transferred.
reroute
Reroute is used in the following scenario, for those T-Servers that support it:
1. A call arrives at Site A served by a Network T-Server.
2. At Site A, a Network T-Server client requests to pass the call by means of
ISCC to Site B served by a premise T-Server. Any transaction type except
reroute or pullback can be specified in this request.
3. An agent at Site B answers the call.
4. A client of the premise T-Server at Site B sends a TSingleStepTransfer or
TRouteCall request to transfer the call elsewhere (to a PSTN, to an agent,
or to a routing point).
5. The Site B premise T-Server notifies the Network T-Server about this
request and releases the call leg that resides at the agent’s phone (using
TReleaseCall) or at the Routing Point (using TRouteCall with the parameter
RouteTypeCallDisconnect).
6. The Network T-Server receives the notification and reroutes the call to the
requested destination by sending EventRouteRequest and attaching the
call’s user data.
72 Framework 8.1
Notes: The transaction type reroute can only be used to return a call from a
premise T-Server to the Network T-Server that serves the site from
which the call was previously transferred.
To perform multi-site operations that are initiated with TRouteCall
and for which the reroute transaction type is requested, the
origination T-Server must support the RouteTypeCallDisconnect
subtype of TRouteCall.
route
With the transaction type route (aliased as route-notoken), a call from the
origination location reaches a dedicated External Routing Point, and from
there, it is routed to a destination DN.
To control configured External Routing Points, T-Server must register these
DNs with the switch. Failure to register implies that the External Routing Point
is not available for ISCC purposes. Client applications can register External
Routing Points via T-Server for monitoring purposes only.
Point-to-Point (One-to-One)
In the Point-to-Point access mode, only one trunk line is used to access an
External Routing Point (for example, VDN, CDN) at the destination site. See
Figure 8.
Trunk Line 1
External Routing Point 1
Trunk Line 2
Trunk Line 3
Figure 8: Point-to-Point Trunk Configuration
Note: Dedicated DNs of the External Routing Point type must be configured
in a switch. See “Configuring Multi-Site Support” on page 100.
Multiple-to-Point (Multiple-to-One)
In the Multiple-to-Point access mode, trunk lines are assigned to the
destination switch’s trunk group, from which calls are routed to the final
destination. See Figure 9.
Trunk Line 1
Trunk Line 2
External Routing Point
Trunk Line 3
Figure 9: Multiple-to-Point Trunk Configuration
With this configuration, all calls reach the same External Routing Point. The
DNIS attribute of a specific call differs from that of other calls and uniquely
identifies the trunk from which the call arrived.
Note: To switch to this operating mode, you must configure the route-dn
configuration option for T-Server.
route-uui
The route-uui transaction type employs the dedicated External Routing Point
feature of the route transaction type (page 73) and the UUI matching feature of
the direct-uui transaction type (page 69). This transaction type accommodates
those switches that require a designated External Routing Point even though
they use UUI for tracking.
Note: To support this transaction type, you must configure your switches to
pass the UUI provided by your T-Server. You must also ensure that
the trunks involved do not drop this data.
T-Server Transaction Type Support

Table 3 shows which transaction types are supported by a specific T-Server.
Use this table to determine the transaction types that are available for use with
your T-Server. This applies both to the cast-type you specify in the
configuration options for your T-Server, and to any client-designated
route-type requests specified for transfers of calls. A blank table cell indicates
that T-Server does not support a certain transaction type.
74 Framework 8.1
Table 3: T-Server Support of Transaction Types
T-Server Transaction Type

Type
route redirect- direct- direct- direct- direct- direct- dnis- pull-
route callid uui / no- ani digits network- pool back
one-to- multiple- route- token callid
one to-one uui
Aastra Yes Yesa Yes Yesa

MXONE
CSTA I
Alcatel Yes Yes Yes Yes

A4200/OXO
Alcatel Yes Yesa,b,c Yesd Yes Yesa Yese

A4400/OXE
Aspect ACD Yes Yes Yesc Yesf Yesf
Avaya Yes Yes Yes Yes

Communica-
tion Manager
Avaya INDeX Yes Yes Yesb
Avaya TSAPI Yes Yes Yes Yes
Cisco UCCE Yes Yes Yes
Cisco Unified Yes Yes Yes Yes

Communica-
tions Manager
DataVoice Yes Yes Yes Yes

Dharma
Digitro Yes Yes Yes

AXS/20
EADS Intecom Yes Yes Yes Yes

M6880
EADS Yes Yes Yes Yes

Telecom
M6500
eOn eQueue Yes Yes Yes
Fujitsu F9600 Yes Yes
Table 3: T-Server Support of Transaction Types (Continued)

Type
one to-one uui
Huawei Yes Yes

C&C08
Huawei NGN Yes Yes Yes
Mitel MiTAI Yes Yes Yes Yesg
NEC Yes Yes Yes Yes

NEAX/APEX
Nortel Yes Yesf Yesf Yesf

Communica-
tion Server
2000/2100
Nortel Yes Yes Yes Yes Yes

Communica-
tion Server
1000 with
SCCS/MLS
Philips Sopho Yes Yes Yes Yes

iS3000
Radvision Yes Yes Yes

iContact
Samsung Yes Yes Yes

IP-PCX IAP
Siemens Yes Yes Yesd Yes Yes

Hicom
300/HiPath
4000 CSTA I
Siemens Yes Yes Yes

HiPath 3000
Siemens Yes Yesd Yes Yes

HiPath 4000
CSTA III
76 Framework 8.1

Type
one to-one uui
Siemens Yes Yesh Yes Yesi

HiPath DX
SIP Server Yes Yes Yesj Yes Yes
Spectrum Yes Yes Yes Yesf Yesf
Tadiran Coral Yes Yes Yes Yes
Teltronics Yes Yes Yes Yes

20-20
Tenovis Yes Yes Yes Yes

Integral 33/55
Network T-Servers
AT&T
Concert
CRSP Yes
DTAG Yes
GenSpec Yes Yes Yes Yes
IVR Server, Yes Yes Yes Yes Yes

using network
configuration
KPN Yes
ISCP
MCI
NGSN Yes Yes
Network SIP Yes Yes Yes Yes

Server
Sprint Yes

Type
one to-one uui
SR-3511
Stentor
a. Not supported in the case of function TRouteCall on a Virtual Routing Point: a Routing Point can be simulated
using a hunt group with calls being deflected or transferred from the hunt-group member when routing. When a
two-step (typically mute) transfer is used on such a hunt-group member, CallID and ANI usually change; thus, the
direct-callid and direct-ani types do not work.
b. Not supported in the case of function TSingleStepTransfer when the T-Server service is simulated using a
two-step transfer to the switch. In this case, CallID and ANI change; thus, the direct-callid and direct-ani types
do not work.
c. Not supported if two T-Servers are connected to different nodes.
d. There are some switch-specific limitations when assigning CSTA correlator data UUI to a call.
e. Supported only on ABCF trunks (Alcatel internal network).
f. To use this transaction type, you must select the Use Override check box on the Advanced tab of the DN
Properties dialog box.
g. Supported only for TRouteCall requests made from a Native Routing Point.
h. Not supported if a TMakeCall request is made.
i. Not supported if a TInitiateTransfer or TInitiateConference request is made from an outgoing call on
a device.
j. SIP Server supports the direct-uui type.
Transfer Connect Service Feature

The Transfer Connect Service (TCS) feature supports transfer connect services
available on some telephony networks. When this feature is enabled, ISCC
passes user data to remote locations to which calls are transferred or
conferenced using transfer connect services.
78 Framework 8.1
Chapter 4: Multi-Site Support ISCC/Call Overflow Feature
Procedure:
Activating Transfer Connect Service
Start of procedure
1. Open the T-Server Application’s Properties dialog box.
3. Set the tcs-use configuration option to always.
4. Set the tcs-queue configuration option to the number of a DN on the
origination switch.
ISCC uses this DN as an intermediate step when sending calls to the
remote location. The DN that is configured as tcs-queue receives attached
data indicating the Feature Access Code (FAC) needed to reach the remote
site. After a call is directed to the DN with data, a monitoring application
takes the data and generates the required DTMF (dual-tone
multifrequency) tones to redirect the call through the network to the remote
location.
5. When you are finished, click Apply.
6. Click OK to save your changes and exit the Properties dialog box.
End of procedure
Note: With T-Server for Avaya Communication Manager, you can use
RequestRouteCall with RouteTypeOverwriteDNIS to initiate the playing
of DTMF tones. This is done through the use of another intermediate
DN (typically, an announcement port configured to give the silent
treatment), to which the call is routed. When the call is established on
this DN, T-Server requests that the digits sent in the DNIS field of the
TRouteCall be played by using the ASAI-send-DTMF-single procedure.
ISCC/Call Overflow Feature

The Inter Server Call Control/Call Overflow (ISCC/COF) feature of T-Server,
that supports passive external routing, is specifically designed to handle calls
delivered between sites without an explicitly defined destination location. Such
scenarios include contact center overflows and manual call transfers.
An overflow situation occurs when a call comes into a contact center where all
agents are currently busy. In this situation, the switch can transfer (overflow)
the incoming call to another site where there is an available agent.
T-Server uses two methods to handle call overflow and manual transfer
scenarios. The first method is based on NetworkCallID matching and the second
method is based on ANI/OtherDN matching.
When connected to each other via switch-specific networks, switches of some
types can pass additional information along with transferred calls. This
information may contain the NetworkCallID of a call, which is a networkwide
unique identifier of the call.
When connected via a regular PSTN, switches of all types can send the ANI
and/or OtherDN attributes to the destination switch during any call transfer
operation.
While all T-Servers support the ISCC/COF feature using the ANI and/or
OtherDN attributes, only a few support this feature using the NetworkCallID
attribute. Table 4 shows the T-Server types that provide the NetworkCallID of a
call.
Table 4: T-Server Support of NetworkCallID for ISCC/COF Feature
T-Server Type Supported NetworkCallID

Attribute
Alcatel A4400/OXEa Yes
Aspect ACD Yes
Avaya Communication Managera,b Yes
Avaya TSAPIa,b Yes
Cisco UCCE Yes
Mitel MiTAIa Yes
Nortel Communication Server 2000/2100a Yes
Nortel Communication Server 1000 with Yes

SCCS/MLSa
SIP Servera Yes
Spectrum Yes
a. Supported only if the match-flexible configuration parameter is used.

b. ISCC/COF is cross-compatible between T-Server for Avaya Communication Man-
ager and T-Server for Avaya TSAPI.
The ISCC/COF feature can use any of the three attributes (NetworkCallID,
ANI, or OtherDN) as criteria for matching the arriving call with an existing call
at another location. Consequently, the attribute that is used determines what
80 Framework 8.1
ConnID, UserData, CallType, and CallHistory are received for the matched
call from the call’s previous location.
Warning! Depending on the switch platform, it may be possible to inherit

the ANI attribute after routing a call to a remote destination, and
after performing a single-step transfer and other telephone actions.
However, ISCC/COF works properly only in scenarios where the
ANI attribute on the destination T-Server is represented by exactly
the same unique digit string as on the origination T-Server.
Typically, the ANI attribute represents the original call identifier
(customer phone number), which guarantees that the attribute
remains unique.
Note: When the ISCC/COF feature is in use, the Number Translation feature
becomes active. For more information on feature configuration, see
“Number Translation Feature” on page 83.
ISCC/COF Call Flow

Figure 10 shows the sequence of steps that occur in an ISCC/COF scenario
when a call is made or transferred by an agent at Site A to a DN at Site B, or
when a call is overflowed from Site A to Site B.
Site A Origination Switch Destination Switch Site B
2. Call
passing
Agent
1. Call made/
transferred to
another location
3. Arrived call
notification
4. Call data
request 8. Event
distribution T-Server
T-Server T-Server Client
6. Call data
passing 5. Call data waiting
7. Call data update
9. Info clearing
Figure 10: Steps in the ISCC/COF Process
Step 1
An agent makes or transfers a call manually to another location or a call is
overflowed from Site A (origination location) to Site B (destination location).
Step 2
Switch A (the origination switch) passes the call to Switch B (the destination
switch).
Step 3
The call reaches the destination switch, which notifies the destination T-Server
about the arrived call.
Step 4
The destination T-Server verifies with remote locations whether the call
overflowed at any of them.
To determine which calls to check as possibly having overflowed, T-Server
relies on the Switch object and the presence of DNs on the Switch configured
as the Access Resource type with the Resource Type set either to cof-in
(COF-IN DNs) or to cof-not-in (COF-NOT-IN DNs):
T-Server skips an arriving call when one of following conditions is met:
• The call arrives at a DN configured as an Enabled COF-NOT-IN DN.
• COF-IN DNs are configured, but the call arrives at a DN other than one of
the configured COF-IN DNs or to a COF-IN DN which is Disabled.
In all other cases, the call is checked for overflow.
To determine which location the call arrived from, T-Server checks the call
type and checks whether the call has the NetworkCallID, ANI, or OtherDN
attribute:
• If the call is not an inbound call, the request for call data is sent to all
remote locations except those whose Switch Access Code has the ISCC
Call Overflow Parameters property set to inbound-only=true.
• If the call of any type has the NetworkCallID attribute, the destination
T-Server sends a request for call data to the remote locations of the same
switch type as the destination location if their Switch Access Codes have
the ISCC Call Overflow Parameters property set to match-callid.
• If the call of any type has the ANI or OtherDN attribute, the request for call
data is sent to remote locations whose Switch Access Code has the ISCC
Call Overflow Parameters property set to match-ani.
Step 5
The destination T-Server waits (suspending events related to that call) for the
call data from the remote T-Server for the time interval specified in the
cof-ci-req-tout configuration option. Within this interval, T-Server holds any
events related to the call. In addition, the cof-ci-defer-delete option on the
origination T-Server establishes the time interval only after which that
T-Server deletes the call information. And the cof-ci-wait-all, if set to true,
82 Framework 8.1
Chapter 4: Multi-Site Support Number Translation Feature
forces the origination T-Server to wait for responses related to possible call
overflow situations before updating call data.
Step 6
The T-Server at the location from which the call was transferred or overflowed
sends call data to the requesting T-Server.
Step 7
If a positive response to the call-data request is received, T-Server updates
ConnID, UserData, CallType, and CallHistory, distributes all suspended
events related to that call, and deletes all information regarding the transaction
(Step 9).
Step 8
If the timeout set by cof-ci-req-tout expires, T-Server distributes all
suspended events, and starts the timeout specified by the cof-rci-tout option.
If a positive response is received within the timeout set by cof-rci-tout,
T-Server updates the ConnID, UserData, CallType, and CallHistory, and
notifies client applications by distributing EventPartyChanged.
Step 9
T-Server deletes all information regarding the transaction when one of these
results occurs:
• The first positive response to the call-data request is received.
• Negative responses from all queried locations are received.
• The timeout specified by the cof-rci-tout option expires.
Number Translation Feature

The Number Translation feature of T-Server extends the ISCC/COF and
direct-ani transaction type functions to provide more flexibility for handling
calls distributed across multiple sites. T-Server translates the input string (ANI
string) into a number defined by the translation rules. This processing is called
number translation. T-Servers participating in handling calls at multiple sites
exchange the translated numbers in order to match the call instances.
The translation process involves two algorithms, one for rule selection and the
other for the actual translation. Through the first algorithm, T-Server selects a
rule that will be used for number translation. Through the second algorithm,
T-Server translates the number according to the selected rule definition. See
“Number Translation Rules” on page 84 for more information on configuring
rules for your environment.
Number translation occurs as follows:

1. The switch reports a number, typically via AttributeANI.
2. T-Server evaluates all configured inbound rules to determine which one is
the best fit for the received number. The best fit is determined by
comparing the length of, and the specific digits in, the input number with
the inbound pattern of each configured rule. See “Rule Examples” on
page 89 for specific examples.
3. T-Server translates the number according to the selected rule.
To enable T-Server to translate numbers, you must perform specific
configuration tasks that are associated with translation. See “Configuring
Number Translation” on page 91.
Number Translation Rules

T-Server uses the number translation rules that you define in the T-Server
configuration object in two ways:
• Rule selection—To determine which rule should be used for number
translation
• Number translation—To transform the number according to the selected
rule
Using ABNF for Rules

The number translation rules must conform to the following syntax,
represented using Augmented Backus-Naur Form (ABNF) notation. For more
information about ABNF, see RFC 2234, “Augmented BNF for Syntax
Specifications: ABNF.”
Note: The following notation explanations begin with the highest level
notation. Each explanation includes the name of a component notation
and a basic definition of each component that it contains. Some
components require more detailed definitions, which are included
later in this section.
Common Syntax Notations

Syntax notations common to many of these rules include:
• *—Indicates that 0 to an infinite number of the item following this symbol
are acceptable.
• 1*—Indicates that one repetition is required. For T-Server, only one
instance is acceptable.
• /—Indicates that any of the items mentioned, or a combination of those
items, is acceptable.
84 Framework 8.1
Component Notations
Component notations include:
• dialing-plan = *dialing-plan-rule
where:

dialing-plan-rule represents the name of the rule. Each rule must
have a unique name. There are no other naming restrictions, and you
do not need to model your names according to the examples in this
chapter.
The rules are represented as separate options in the configuration. Also,
fields from a rule are represented as parameters in a single option string.
• rule = [name] in-pattern [out-pattern]
where:

[name] is the name for the rule option, for example, rule-01. In ABNF
notation, the brackets [] indicate that 0 or 1 instance of the component
is required. However, for T-Server, a name is required.

in-pattern is the part of the rule to which T-Server looks when
attempting to match the input number.
 [out-pattern] is the part of the rule that instructs T-Server on how to
translate the input number into the required format. The brackets
indicate that either 0 or 1 instance is required. You must create an
out-pattern for number translation rules.
• name = *( ALPHA / DIGIT / "-")
where:

ALPHA indicates that letters can be used in the name for the rule option.
 DIGIT indicates that numbers can be used in the name for the rule
option.

“-” indicates that a dash (-) can also be used in the option name, for
example, rule-01.
• in-pattern = 1*(digit-part / abstract-group)
where:

digit-part represents numbers. T-Server uses this when selecting the
most appropriate rule from the entire dialing plan.

abstract-group represents one or more letters with each letter
representing one or more numbers. T-Server uses this when
transforming a dial string.
For example, [1-9] is the digit-part (representing a range of numbers)
and ABBB is the abstract-group for in-pattern=[1-9]ABBB.
• out-pattern = 1*(symbol-part / group-identifier) *param-part
where:

symbol-part represents digits, symbols, or a combination. Symbols are
rarely used. They are not used in the United States.

group-identifier are letters that represent groups of numbers. A letter
in the out-pattern represents one or more digits, based on the number
of times the letter is used in the in-pattern.

*param-part represents an additional parameter, such as
phone-context. Reminder: an asterisk means that 0 to an infinite
number of these are acceptable.
For example, in rule-04; in-pattern=1AAABBBCCC;out-pattern=91ABC, 91
is the symbol-part; A, B, and C are group-identifiers in the out-pattern,
each representing three digits, since there are three instances of each in the
in-pattern.
Note: Prefix an out-pattern value with a plus sign (+) for the inbound
rule when the output must be in a global form (E.164 format).
• digit-part = digits / range / sequence

where:

digits are numbers 0 through 9.
 range is a series of digits, for example, 1-3.

sequence is a set of digits.
• symbol-part = digits / symbols
where:
 digits are numbers 0 through 9.

symbols include such characters as +, -, and so on.
• range = "[" digits "-" digits "]" group-identifier
where:
 "[" digits "-" digits "]" represents the numeric range, for
example, [1-2].

group-identifier represents the group to which the number range is
applied.
For example, [1-2] applies to group identifier A for
in-pattern=[1-2]ABBB. When T-Server evaluates the rule to determine
if it matches the number, it examines whether the first digit of the
number, identified as group-identifier A, is 1 or 2.
• sequence = "[" 1*(digits [","] ) "]" group-identifier
where:
 "[" 1*(digits [","] ) "]" represents a sequence of digits, separated
by commas, and bracketed. T-Server requires that each digit set have
the same number of digits. For example, in [415,650] the sets have
three digits.
 group-identifier represents the group to which the number sequence
is applied.
86 Framework 8.1
For example, in in-pattern=1[415,650]A*B, [415,650] applies to

group-identifier A. When T-Server evaluates the rule to determine if it
matches the number, it examines whether the three digits
(group-identifier A) following the 1 in the number are 415 or 650.
• abstract-group = fixed-length-group / flexible-length-group / entity
where:

fixed-length-group specifies a group composed of a specific number
of digits and determined by how many times the group identifier is
included in the in-pattern. For example, for in-pattern=1AAABBBCCCC,
there are three digits in group A and B but four in group C.
When you create an out-pattern, you include the group identifier only
once because the in-pattern tells T-Server how many digits belong in
that group. For example, rule-04 (see page 89) is
in-pattern=1AAABBBCCCC; out-pattern=91ABC.

flexible-length-group specifies a group composed of 0 or more digits
in the group represented by the group-identifier. For example, in
in-pattern=1[415,650]A*B, *B represents the flexible length group
containing the remaining digits in the number.

entity represents digits defined for a specific purpose, for example,
country code.
The component abstract-group is used only for the in-pattern.
• fixed-length-group = 1*group-identifier
See the earlier explanation under abstract-group.
• flexible-length-group = “*” group-identifier
See the earlier explanation under abstract-group.
• entity = “#” entity-identifier group-identifier
where:
 “#” indicates the start of a Country Code entity-identifier.
 entity-identifier must be the letter C which represents Country Code
when preceded by a pound symbol (#). Any other letter following the #
causes an error.

group-identifier represents the Country Code group when preceded
by #C.
The entity component is a special group that assumes some kind of
predefined processing, such as the Country Code detection.
• param-part = “;” param-name “=” param-value
where:
 “;” is a required separator element.
 param-name is the name of the parameter.

“=” is the next required element.
• param-value represents the value for param-name.
• param-name = “ext” / “phone-context” / “dn”

where:

“ext” refers to extension.

“phone-context” represents the value of the phone-context option
configured on the switch.

“dn” represents the directory number.
• param-value = 1*ANYSYMBOL
where:

ANYSYMBOL represents any number, letter, or symbol with no restrictions.
• group-identifier = ALPHA
• entity-identifier = ALPHA
• digits = 1*DIGIT
• symbols = 1*(“-” / “+” / “)” / “(“/ “.”)
Recommendations for Rule Configuration

The configuration of rules for inbound numbers usually depends on the
settings in the corresponding PBX. These settings often define the form in
which the PBX notifies its client applications about the number from which an
inbound call is coming.
As a general guideline, configure rules that define how to process calls from:
• Internal numbers.
• External numbers within the same local dialing area.
• External numbers within the same country.
• International numbers.
Rules for inbound numbers, typically for North American locations, might
look like this:
1. Two rules to transform internal numbers (extensions):
name=rule-01;in-pattern=[1-9]ABBB;out-pattern=AB
name=rule-02;in-pattern=[1-9]ABBBB;out-pattern=AB
2. A rule to transform local area code numbers (in 333-1234 format in this
example):
name=rule-03;in-pattern=[1-9]ABBBBBB;out-pattern=+1222AB
3. A rule to transform U.S. numbers (in +1(222)333-4444 format):
name=rule-04;in-pattern=1AAAAAAAAAA;out-pattern=+1A
4. A rule to transform U.S. numbers without the +1 prefix (in (222)333-4444
format):
name=rule-05;in-pattern=[2-9]ABBBBBBBBB;out-pattern=+1AB
88 Framework 8.1
5. A rule to transform U.S. numbers with an outside prefix (in 9

+1(222)333-4444 format):
name=rule-06;in-pattern=91AAAAAAAAAA;out-pattern=+1A
6. A rule to transform international numbers with an IDD (international
dialing digits) prefix (in 011 +44(111)222-3333 format):
name=rule-07;in-pattern=011*A;out-pattern=+A
7. A rule to transform international numbers without an IDD prefix (in
+44(111)222-3333 format):
name=rule-08;in-pattern=[2-9]A*B;out-pattern=+AB
Rule Examples
This section provides examples of six rules that are configured as options in
the Genesys Configuration Database. It also provides examples of how
T-Server applies rules to various input numbers.
Rules
rule-01 in-pattern=[1-8]ABBB;out-pattern=AB
rule-02 in-pattern=AAAA;out-pattern=A
rule-03 in-pattern=1[415,650]A*B;out-pattern=B
rule-04 in-pattern=1AAABBBCCCC;out-pattern=91ABC
rule-05 in-pattern=*A913BBBB;out-pattern=80407913B
rule-06 in-pattern=011#CA*B;out-pattern=9011AB
Examples
Here are examples of how T-Server applies configured above rules to various
input numbers.
Example 1 T-Server receives input number 2326.
As a result of the rule selection process, T-Server determines that the matching
rule is rule-01:
name=rule-01;in-pattern=[1-8]ABBB;out-pattern=AB
The matching count for this rule is 1, because Group A matches the digit 2.
As a result of the parsing process, T-Server detects two groups: Group A = 2
and Group B = 326.
T-Server formats the output string as 2326.
rule is rule-02:
name=rule-02;in-pattern=AAAA;out-pattern=A
The matching count for this rule is 0; however, the overall length of the input
number matches that of the in-pattern configuration.
As a result of the parsing process, T-Server detects one group: Group A =
9122.
rule is rule-03:
name=rule-03;in-pattern=1[415,650]A*B;out-pattern=B
The matching count for this rule is 4, because the first digit matches and all
three digits in Group A match.
and Group B = 3222332.
rule is rule-04:
name=rule-04;in-pattern=1AAABBBCCCC;out-pattern=91ABC
The matching count for this rule is 1, because the first digit matches.
As a result of parsing process, T-Server detects three groups: Group A = 925,
Group B = 322, and Group C = 7676.
As a result of rule selection process, T-Server determines that the matching
rule is rule-05:
name=rule-05;in-pattern=*A913BBBB;out-pattern=80407913B
The matching count for this rule is 3, because three digits match.
and Group B = 7676.
rule is rule-06:
name=rule-06;in-pattern=011#CA*B;out-pattern=9011AB
The matching count for this rule is 3, because three digits match.
and Group B = 1112223333.
90 Framework 8.1
Chapter 4: Multi-Site Support Network Attended Transfer/Conference Feature
Procedure:
Configuring Number Translation
Purpose: To configure the Number Translation feature in T-Server to provide

more flexibility for handling calls distributed across multiple sites.
Overview
• The Number Translation feature becomes active when the ISCC/COF
feature and/or the direct-ani transaction type are used.
• This configuration procedure must be completed within the T-Server
Application object corresponding to your T-Server.
Start of procedure
3. Create a new section called extrouter or open an existing section with this
name.
4. Create a new option called inbound-translator-<n>. This option points to
another section that describes the translation rules for inbound numbers.
5. In this section, create one configuration option for each rule. Specify the
rule name as the option name. The values of these options are the rules for
the number translation.
For the option description and its valid values, see Chapter 9, “T-Server
Common Configuration Options,” on page 217.
End of procedure
Network Attended
Transfer/Conference Feature
The Network Attended Transfer/Conference (NAT/C) feature is designed to
enable agents working in multi-site contact centers to consult with each other
before making call transfers or conferences, regardless of whether both agents
work at the same or different sites. It also enables the agent who requests a
consultation to maintain his or her conversation with the customer while the
system is looking for an available agent and setting up the consultation call.
Chapter 4: Multi-Site Support Network Attended Transfer/Conference Feature
The NAT/C feature does not rely on the call transfer capabilities of the local
switch.
There are two modes in which the network attended transfer/conference can be
performed: direct and URS-controlled. Figure 11 shows the sequence of steps
that occur in URS-controlled mode, when Agent A, who is handling a customer
call, requests a consultation with another agent, and URS (Universal Routing
Server) selects Agent B, who is working at another site. The direct mode is
similar to the URS-controlled mode, with the difference that URS is not
involved in the process (Step 2 and Step 3 are omitted).
SCP URS
5. Consultation 2. EventRoute- 3. Routing call to

request and Request Agent B
confirmation
Network T-Server 4. Call data

passing
Site A Site B
T-Server A T-Server B
6. Consultation
1. TNetworkConsult
with Agent B
request
Agent A Switch A Switch B Agent B
Figure 11: Steps in the NAT/C Process in URS-Controlled Mode
Step 1
Agent A makes a request for a consultation with another agent. A
TNetworkConsult request is relayed to the Network T-Server. Depending on the
parameter settings of the TNetworkConsult request, the NAT/C feature will
operate in either direct or URS-controlled mode. For more information, see the
Voice Platform SDK 8.x .NET (or Java) API Reference.
Step 2
(URS-controlled mode only.) The Network T-Server sends EventRouteRequest
to URS.
Step 3
(URS-controlled mode only.) URS locates an available agent at Site B and
instructs the Network T-Server to route the call to Agent B. The Network
92 Framework 8.1
Chapter 4: Multi-Site Support Event Propagation Feature
T-Server confirms the initiation of the network transfer by sending

EventNetworkCallStatus to T-Server A, which then relays it to Agent A.
Step 4
The Network T-Server proceeds to obtain the access number from T-Server B,
and passes the call data to T-Server B. (See “ISCC Call Data Transfer Service”
on page 59 for details.)
Step 5
The Network T-Server instructs the Service Control Point (SCP) to initiate a
new voice path with Agent B. Once the connection is confirmed, the Network
T-Server distributes EventNetworkCallStatus to both T-Server A and T-Server
B, which then relay it to Agent A and Agent B respectively, to indicate that the
consultation call is being established.
The Network T-Server also distributes EventRouteUsed to URS to confirm
successful routing of the call to the selected agent.
Step 6
At this point, the customer is on hold, and Agent A is consulting with Agent B.
Agent A can do one of the following:
• End the consultation and retrieve the original customer call
• Alternate between Agent B and the customer
• Set up a conference call with Agent B and the customer
• Transfer the customer call to Agent B
Note: All T-Servers support NAT/C requests with AttributeHomeLocation

provided that this attribute identifies a network location that is capable
of processing such requests. Refer to the Network T-Server
Deployment Guides to determine whether a specific Network T-Server
can process these requests.
Event Propagation Feature

The Event Propagation feature complements the ISCC and ISCC/COF features
by distributing updated user data and party-related events to remote T-Servers.
This feature is used when a call is being made, transferred, or conferenced to
another location, and when, as a result, one or more instances of the call reside
at one location while other call instances reside at another location. In this
scenario, when a client at one location makes changes to user data, updated
user data is passed (propagated) to T-Servers at other locations.
The Event Propagation feature consists of User Data update propagation and
Party Events propagation.
User Data Propagation

User data propagation takes place when a client at one location makes changes
to user data associated with a call that was made, transferred, conferenced, or
routed to other locations. The remote clients involved with the call are notified
about the changes with EventAttachedDataChanged.
When T-Server receives a local update to user data (that is, when a client of
this T-Server has changed the call’s user data), T-Server determines if parties
at remote locations are involved with the call and, if so, sends (propagates) the
updated user data to the T-Servers at remote locations.
When T-Server receives a remote update to user data (that is, when a client of a
remote T-Server has changed the call’s user data and the remote T-Server has
used the Event Propagation feature to send the updated user data), T-Server:
1. Updates the user data of the corresponding local call.
2. Determines if parties at other remote locations are involved with the call
and, if so, propagates the updated user data to T-Servers at other remote
locations.
The locations to which user data is propagated are selected based on a call
distribution topology. That is, the updated user data is passed directly to the
location to which a call was sent and to the location from which the call was
received, excluding the location from which the update was received.
For example, consider a call made from location A to location B, and then
conferenced from location B to location C. The three instances of the call
reside at different locations: the first instance is at location A, the second
instance is at location B, and the third instance is at location C. The Event
Propagation feature is employed in the following scenarios:
• When T-Server at location A receives a local update to user data, it notifies
T-Server at location B (to which it sent the call) about changes to the call’s
user data. Thus, T-Server at location B receives a remote update to user
data and, in turn, notifies T-Server at location C (to which it sent the call)
about these changes.
Although T-Server at location C receives a remote update to user data, it
does not pass the notification to any other T-Servers, because it did not
send the call to any other locations. As mentioned earlier, T-Servers at
locations B and C update the user data of the corresponding local calls and
notify their clients about the changes with EventAttachedDataChanged.
• When T-Server at location B receives a local update to user data, it notifies
T-Server at location C (to which it sent the call) and T-Server at location A
(from which it received the call) about changes to the call’s user data.
Thus, T-Servers at locations C and A receive a remote update to user data.
94 Framework 8.1
Because T-Server at location C did not send the call to any other locations,
and T-Server at location A originated the call, neither of these T-Servers
passes the notification to any other T-Servers. T-Servers at locations C and
A update the user data of the corresponding local calls and notify their
clients about the changes with EventAttachedDataChanged.
• When T-Server at location C receives a local update to user data, it notifies
T-Server at location B (from which it received the call) about changes to
the call’s user data. Thus, T-Server at location B receives a remote update
to user data and, in turn, notifies T-Server at location A (from which it
received the call) about these changes.
Although T-Server at location A receives a remote update to user data, it
does not pass the notification to any other T-Servers, because it originated
the call. T-Servers at locations B and A update the user data of the
corresponding local calls and notify their clients about the changes with
EventAttachedDataChanged.
When a call is distributed between location A and location C using location B,
and is then deleted on location B, propagation between locations A and C still
occurs through the transit node at location B.
Party Events Propagation

Party events propagation takes place when a transfer or a conference is
completed for a call that was made to or from one or more remote locations, or
when a conference party is removed from the conference.
In these cases, the Event Propagation feature distributes party events, such as
EventPartyChanged, EventPartyAdded, and EventPartyDeleted, to remote
locations involved with the call, according to appropriate call model scenarios.
For example, consider a call made from DN 1 to DN 2 on location A. A
TInitiateConference request is then issued for DN 2 to transfer the call to
external DN 3 on location B. That transfer is made by means of ISCC routing.
When this conference is completed on location A, the Event Propagation
feature sends EventPartyChanged to location B and distributes this event to
involved client applications that are connected to location B and registered for
DN 3. After that, if a party of the conference is removed from the conference
(for example, a party on DN 2), the Event Propagation feature sends
EventPartyDeleted to location B and distributes this event to client applications
registered for DN 3.
If a call involved in the propagation has no local parties but has two or more
remote parties, the party events propagation is processed in the same manner
as the propagation of user data updates.
For a complete event flow in such scenarios, refer to the Genesys Events and
Models Reference Manual.
Switch Partitioning
A multi-site environment with switch partitioning or intelligent trunks can be
defined as a configuration of multiple virtual switches (or Switch objects) that
are defined in Configuration Manager under a single Switching Office object
representing a physical switch. Each Switch object has its own instance of a
T-Server application. All T-Server applications connect to the switch via the
same or different CTI link or a gateway. (See Figure 12.)
When the Event Propagation feature is active, updated user data and
party-related events—EventPartyChanged, EventPartyDeleted, and
EventPartyAdded—are propagated to T-Servers that are involved in call
transactions, such as transfer or conference. However, with switch partitioning,
the call instances may reside at one partition or at different partitions.
Site A
T-Server
T-Server Client
T-Server
T-Server Client
Switch
Figure 12: Switch Partitioning Architecture
Starting with version 8.0, in addition to ConnIDs and UserData, T-Server can
synchronize the CallType attribute. Each T-Server is required to register all
DNs it monitors. In a multi-partitioned environment, when configured, calls
between partitions are reported as internal (CallTypeInternal). In a
non-partitioned environment, such calls are reported as inbound
(CallTypeInbound) and/or outbound (CallTypeOutbound), depending on the
direction of a call. In order for T-Servers to report calls between specified
partitions as internal, registered DNs of these partitions must be assigned to a
Switch (T-Server), Switching Office, or Tenant, using the dn-scope
configuration option. If DNs that are involved in calls are not in the T-Server
scope, those DNs will be reported as inbound or outbound.
In addition, T-Server supports LocalCallType and PropagatedCallType
attributes, which depend on the propagated-call-type configuration option
setting for reporting. See the option description on page 222.
96 Framework 8.1
To control race conditions that may occur in the switch-partitioned

environment, use the epp-tout configuration option (see page 237).
Notes: Because of possible delays in TCP/IP connections, a sequence of

events sent for the same call by two or more T-Servers to clients may
appear in an unexpected order. For example, in a simple call scenario
with two partitions, EventRinging and EventEstablished messages
may both arrive before EventDialing.
Genesys switch partitioning does not apply to hardware partitioning
functionality that is supported on some switches.
Table 5 shows the T-Server types that support switch partitioning.

Table 5: T-Server Support for Switch Partitioning
T-Server Type Supported
Alcatel A4400/OXE Yes
Avaya Communication Manager Yes
Avaya TSAPI Yes
Cisco Unified Communications Manager Yes
SIP Server Yes
Event Propagation Configuration

The basic Event Propagation feature configuration includes a setting of
specific configuration options at a T-Server Application level. The advanced
feature configuration allows you to customize the feature at a Switch level.
When determining whether to notify other T-Servers of changes to user data,
or to distribute party events, T-Server checks:
1. Call topology (what location a call came from and to what location the call
was then transferred or conferenced).
2. Outbound parameters of the Switch this T-Server relates to (whether
propagation parameters are configured for the access codes this switch
uses to reach the switch at the location a call came from and the switch at
the location to which the call was then transferred or conferenced).
Warning! The direction of user-data or party-events propagation does not

necessarily match the direction of call distribution. Therefore, the
access code used to deliver the call can differ from the access code
used for the purpose of Event Propagation.
If one of the T-Servers along the call distribution path has the Event
Propagation feature disabled, that T-Server does not distribute events to remote
locations.
Procedure:
Activating Event Propagation: basic configuration
Purpose: To activate the Event Propagation feature for User Data updates and
call-party–associated events (Party Events) distribution.
Start of procedure
3. Open the extrouter section.
4. Set the event-propagation option to the list value.
This setting enables User Data propagation. If you need to enable Party
Events propagation, perform Step 5.
5. Set the use-data-from option to the current value.
This setting enables Party Events propagation.
For the option description and its valid values, see Chapter 9, “T-Server
End of procedure
Next Steps
• For advanced feature configuration, do the following procedure:
Procedure: Modifying Event Propagation: advanced configuration, on
page 98
Procedure:
Modifying Event Propagation: advanced configuration
Purpose: To modify access codes for advanced Event Propagation

configuration.
98 Framework 8.1
Prerequisites
• Procedure: Activating Event Propagation: basic configuration, on page 98
Overview
You can set Event Propagation parameters using:
• The Default Access Code properties of the Switch that receives an
ISCC-routed call (the destination switch).
• The Access Code properties of the Switch that passes an ISCC-routed call
(the origination switch).
If you do not set up Event Propagation parameters for a given Access Code,
T-Server uses corresponding settings configured for the Default Access Code
of the destination switch.
The procedures for modifying Default Access Codes and Access Codes are
very similar to each other.
Start of procedure
1. Among configured Switches, select the Switch that the configured
T-Server relates to.
2. Open the Switch’s Properties dialog box and click either the Default
Access Codes tab or the Access Codes tab.
3. Select a configured Default Access Code or configured Access Code and
click Edit.
Note: If no Default Access Code is configured, see page 103 for

instructions. If no Access Codes are configured, see page 104 for
instructions.
4. In the Switch Access Code Properties dialog box that opens, specify a value
for the ISCC Protocol Parameters field as follows:

To enable distribution of both user data associated with the call and
call-party–associated events1, type:
propagate=yes
which is the default value.

To enable distribution of user data associated with the call and disable
distribution of call-party–associated events, type:
propagate=udata

To disable distribution of user data associated with the call and enable
distribution of call-party–associated events, type:
1. The following are call-party–associated events: EventPartyChanged, EventPartyDe-

leted, and EventPartyAdded.
Chapter 4: Multi-Site Support ISCC Transaction Monitoring Feature
propagate=party

To disable distribution of both user data associated with the call and
call-party–associated events, type:
propagate=no
5. Click OK to save configuration updates and close the Switch Access Code
6. Click Apply and OK to save configuration updates and close the Switch
End of procedure
ISCC Transaction Monitoring Feature

This feature allows T-Server clients to monitor ISCC transactions that occur
during the call data transfer between T-Servers in a multi-site environment.
In order to be able to monitor ISCC messaging, a T-Server client must
subscribe to the ISCC Transaction Monitoring. Once a subscription request is
confirmed, a client will receive updates about all multi-site operations of this
T-Server.
The TTransactionMonitoring request is used to instruct T-Server to start, stop,
or modify a client’s subscription to Transaction Monitoring feature
notifications by setting the TSubscriptionOperationType parameter to
SubscriptionStart, SubscriptionStop, or SubscriptionModify respectively.
The transaction status is reported in EventTransactionStatus messages to the
subscribed clients.
To determine whether the Transaction Monitoring feature is supported by a
specific T-Server, a T-Server client may query T-Server’s capabilities. For
more information about support of this feature, see Genesys Events and Models
Reference Manual and Voice Platform SDK 8.x .NET (or Java) API Reference.
Configuring Multi-Site Support

Prior to configuring T-Server to support multi-site operation, you must read the
“Licensing Requirements” on page 33, as well as previous sections of this
chapter on multi-site deployment. In particular, Table 3 on page 75 shows
which transaction types are supported by a specific T-Server, while Table 4 on
page 80 shows whether your T-Server supports the NetworkCallID attribute for
100 Framework 8.1

Chapter 4: Multi-Site Support Configuring Multi-Site Support
the ISCC/COF feature. Use this information as you follow the instructions in
this chapter.
Note: Before attempting to configure a multi-site environment, Genesys

recommends that you plan the changes you want to make to your
existing contact centers. You should then gather the configuration
information you will need (such as the name of each T-Server
application, port assignments, and switch names), and use
Configuration Manager to create and partially configure each T-Server
object. Review multi-site option values in the “extrouter Section” on
page 227 and determine what these values need to be, based on your
network topology.
For T-Server to support multi-site operation, you must create and configure
three types of objects in the Configuration Layer:
1. Applications
2. Switches, including Access Codes
3. DNs
You must configure these objects for origination and destination locations.
Multi-site support features activate automatically at T-Server startup. See
“DNs” on page 108 for details.
Applications
Ensure that T-Server Application objects, and their corresponding Host
objects, exist and are configured for origination and destination locations.
Once you’ve done that, use Configuration Manager to add this configuration to
a T-Server Application.
Procedure:
Configuring T-Server Applications
Purpose: To configure T-Server Application objects for multi-site operation

support.
Start of procedure
2. Click the Connections tab and click Add to add a connection to the
appropriate T-Server. The Connection Info Properties dialog box displays.
3. Use the Browse button to search for the T-Server you want to connect to,
and fill in the following values:

Port ID


Connection Protocol

Local Timeout

Remote Timeout

Trace Mode
4. Click the Options tab. Create a new section called extrouter or open an
existing section with this name.
Note: If you do not create the extrouter section, T-Server uses the
default values of the corresponding configuration options.
5. Open the extrouter section. Configure the options used for multi-site
support.
Note: For a list of options and valid values, see “extrouter Section” on
page 227, in the “T-Server Common Configuration Options”
chapter in Part Two of this document.

7. Repeat this procedure for all T-Servers for origination and destination
locations that are used for multi-site operations.
End of procedure
Next Steps
• See “Switches and Access Codes.”
Switches and Access Codes

Ensure that Switching Office and Switch objects are configured for both
origination and destination locations.
You configure Access Codes to a destination switch in the origination Switch’s
Properties dialog box. The only exception is the Default Access Code, which
is configured at the destination Switch’s Properties dialog box.
You can configure two types of switch Access Codes in the Switch’s
Properties dialog box:
• A Default Access Code (for inbound calls)—Specifies the access code that
other switches can use to access this switch when they originate a
multi-site transaction.
• An Access Code (for outbound calls)—Specifies the access code that this
switch can use when it originates a multi-site transaction to access another
switch.
102 Framework 8.1

When the origination T-Server processes a multi-site transaction, it looks for

an access code to the destination switch. First, T-Server checks the Access
Code of the origination Switch:
• If an access code to the destination switch is configured with the target
type Target ISCC and with any transaction type except Forbidden, T-Server
uses this access code to dial the destination switch.
• If the access code to the destination switch is not configured on the Access
Code tab of the origination switch, the origination T-Server checks the
Default Access Code tab of the destination switch. If an access code is
configured there with the target type Target ISCC and with any transaction
type except Forbidden, T-Server uses this access code to dial the
destination switch.
• If no access code with the required properties is found, T-Server rejects the
transaction.
Note: When migrating from previous releases of T-Servers to 8.1, or when

using T-Servers of different releases (including 8.1) in the same
environment, see “Compatibility Notes” on page 107.
Procedure:
Configuring Default Access Codes
Purpose: To configure the Default Access Codes (one per Switch object) to be
used by other switches to access this switch when they originate a multi-site
transaction.
Prerequisites
• Ensure that Switching Office and Switch objects are configured for both
Start of procedure
1. Among configured Switches, select the Switch that the configured T-Server
relates to.
2. Open the Switch Properties dialog box and click the Default Access Codes
tab.
3. Click Add to open the Access Code Properties dialog box.

4. In the Code field, specify the access code used by remote switches to reach
a DN at this switch. An access code is used as a prefix to the remote switch
numbers.
Note: If no prefix is needed to dial to the configured switch, you can

leave the Code field blank.
5. In the Target Type field, select Target ISCC.

6. In the Route Type field, select a value corresponding to the transaction type
you want to use (given that it is supported for your switch type).
End of procedure
Next Steps
• See “Configuring Access Codes.”
Procedure:
Configuring Access Codes
Purpose: To configure the Access Codes (one or more per Switch object) that
this switch can use when it originates a multi-site transaction to access another
switch.
Prerequisites
Start of procedure
1. Among configured Switches, select the Switch that the configured T-Server
relates to.
2. Open the Switch Properties dialog box and click the Access Codes tab.
4. In the Switch field, specify the switch that this switch can reach using this
access code. Use the Browse button to locate the remote switch.
104 Framework 8.1

5. In the Code field, specify the access code used to reach a DN at the remote
switch from this switch. An access code is used as a prefix to the remote
switch numbers.
Note: If no prefix is needed to dial from one switch to another, you can
leave the Code field blank.
6. In the Target Type field, select Target ISCC.

When you select Target ISCC as your target type, the Properties dialog
box changes its lower pane to the Sources pane. It is here that you enter the
extended parameters for your access codes, by specifying the ISCC
Protocol and ISCC Call Overflow Parameters.
To set these parameters, locate the two drop-down boxes that appear below
the Target Type field in the Sources pane of that Properties dialog box.
a. In the ISCC Protocol Parameters drop-down box, enter the appropriate
ISCC Protocol parameter, as a comma-separated list of one or more of
the following items shown in Table 6:
Table 6: Target Type: ISCC Protocol Parameters
ISCC Protocol Parameters Description
dnis-tail=<number-of-digits> Where number-of-digits is the number

of significant DNIS digits (last digits)
used for call matching. 0 (zero) matches
all digits.
propagate=<yes, udata, party, no> Default is yes. For more information, see
“Modifying Event Propagation: advanced
configuration” on page 98.
direct-network-callid=<> For configuration information, see Part

Two of this document. (Use Table 4 on
page 80 to determine if your T-Server
supports the direct-network-callid
transaction type.)
b. In the ISCC Call Overflow Parameters drop-down box, enter call

overflow parameters, as a comma-separated list of one or more of the
following items shown in Table 7:

Table 7: Target Type: ISCC Call Overflow Parameters
ISCC Call Overflow Parameters Description
match-callid Matches calls using network CallID.
match-ani Matches calls using ANI.

Note: When using match-ani, the
match-flexible parameter must be set to
false.
match-flexible Supports flexible call matching based on

the following values:
Default Value: true
Valid Values: true, false, and
[matching-context-type], where
[matching-context-type] is the
switch-specific value, which must be the
same as the value of the
default-network-call-id-matching
configuration option of the corresponding
T-Server.
inbound-only=<boolean> Default is true. Setting inbound-only

to true disables COF on consultation
and outbound calls.
7. In the Route Type field, select a value corresponding to the transaction type
you want to use (given that it is supported for your switch type). Table 8
contains cross-reference information on transaction types that the
Configuration Layer and T-Server use.
Table 8: Route Type and ISCC Transaction Type Cross-Reference
Route Type Field Value ISCC Transaction Type
Default The first value from the list of values

specified in the cast-type option for the
T-Server at the destination site
Direct direct-callid
Direct ANI direct-ani
Direct Digits direct-digits
Direct DNIS and ANI Reserved
106 Framework 8.1

Table 8: Route Type and ISCC Transaction Type Cross-Reference

(Continued)
Route Type Field Value ISCC Transaction Type
Direct Network Call ID direct-network-callid
Direct No Token direct-notoken
Direct UUI direct-uui
DNIS Pooling dnis-pooling
Forbidden External routing to this destination is not

allowed
ISCC defined protocol Reserved
PullBack pullback
Re-Route reroute
Route route
End of procedure
Next Steps
• After configuring a switch for multi-site support, proceed with the
configuration of DNs assigned to this switch.
Compatibility Notes
When migrating from previous releases of T-Servers to 8.1, or when using
T-Servers of different releases (including 8.1) in the same environment, keep
in mind the following compatibility issues:
• The Target External Routing Point value of the Target Type field is
obsolete and provided only for backward compatibility with T-Servers of
releases 5.1 and 6.0. When two access codes for the same switch are
configured, one with the Target ISCC target type and the other with the
Target External Routing Point target type, T-Servers of releases 8.x, 7.x,
6.5, and 6.1:
 Use the Target ISCC access code for transactions with T-Servers of
releases 8.x, 7.x, 6.5, and 6.1.
 Use the Target External Routing Point access code for transactions
with T-Servers of releases 5.1 and 6.0.

When the only access code configured for a switch has the Target External
Routing Point target type, T-Server uses this access code for all
transactions.
• When the Target External Routing Point value of the Target Type field is
configured, you must set the Route Type field to one of the following:

Default to enable the route transaction type

Label to enable the direct-ani transaction type

Direct to enable the direct transaction type
Note: The direct transaction type in releases 5.1 and 6.0 corresponds to
the direct-callid transaction type in releases 6.1 and later.

UseExtProtocol to enable the direct-uui transaction type

PostFeature to enable the reroute transaction type
These values are fully compatible with the transaction types supported in
T-Server release 5.1.
• For successful multi-site operations between any two locations served by
release 5.1 T-Servers, identical Route Type values must be set in the
Switch’s Access Code Properties dialog boxes for both the origination and
destination switches.
DNs
Use the procedures from this section to configure access resources for various
transaction types.
Procedure:
Configuring access resources for the route
transaction type
Purpose: To configure dedicated DNs required for the route transaction type.
Prerequisites
108 Framework 8.1

Start of procedure
1. Under a configured Switch, select the DNs folder. From the main menu,
select File > New > DN to create a new DN object.
2. On the General tab of the DN’s Properties dialog box, specify the number
of the configured DN as the value of the Number field. This value must
correspond to the Routing Point number on the switch.
3. Select External Routing Point as the value of the Type field.
4. If a dialable number for that Routing Point is different from its DN name,
specify the number in the Association field.
5. Click the Access Numbers tab. Click Add and specify these access number
parameters:

Origination switch.

Access number that must be dialed to reach this DN from the
origination switch.
In determining an access number for the Routing Point, T-Server composes
it of the values of the following properties (in the order listed):
a. Access number (if specified).
b. Switch access code from the switch of the origination party to the
switch to which the Routing Point belongs, concatenated with its
Association (if the Association value is specified).
c. Switch access code from the switch of the origination party to the
switch to which the Routing Point belongs, concatenated with the
number for the DN.
d. Default access code of the switch to which the Routing Point belongs,
concatenated with its Association (if the Association value is
specified).
e. Default access code of the switch to which the Routing Point belongs,
concatenated with the number for the DN.
Note: If option use-implicit-access-numbers is set to true, the access

number composed of switch access code and DN can be used for
external transfers of calls originating at switches for which an
access number is not specified.
End of procedure

Procedure:
Configuring access resources for the dnis-pool
transaction type
Purpose: To configure dedicated DNs required for the dnis-pool transaction

type.
Start of procedure
2. On the General tab of the DN’s Properties dialog box, specify the number
of the configured DN as the value of the Number field. This value must be a
dialable number on the switch.
3. Select Access Resource as the Type field and type dnis as the value of the
Resource Type field on the Advanced tab.
4. Click the Access Numbers tab. Click Add and specify these Access Number
parameters:
Origination switch.

Access number that must be dialed to reach this DN from the
origination switch.
An access number for the access resource is determined in the same
manner as for the route access resource.
End of procedure
Procedure:
Configuring access resources for direct-* transaction
types
Start of procedure
You can use any configured DN as an access resource for the direct-*
transaction types. (The * symbol stands for any of the following: callid, uui,
notoken, ani, or digits.)
You can select the Use Override check box on the Advanced tab to indicate
whether the override value should be used instead of the number value to dial
to the DN. You must specify this value if the DN has a different DN name and
dialable number. In fact, this value is required for T-Servers for some switch
110 Framework 8.1

types—such as Aspect ACD, Nortel Communication Server 2000/2100, and

Spectrum.
End of procedure
Procedure:
Configuring access resources for ISCC/COF
Purpose: To configure dedicated DNs required for the ISCC/COF feature.
Start of procedure
Note: Use Table 4 on page 80 to determine if your T-Server supports the

ISCC/COF feature.
2. On the General tab of the DN Properties dialog box, enter the name of the
configured DN in the Number field.
Note: The name of a DN of type Access Resource must match the name
of a DN in your configuration environment (typically, a DN of
type Routing Point or ACD Queue), so T-Server can determine
whether the calls arriving at this DN are overflowed calls.
3. Select Access Resource as the value for the Type field.

4. On the Advanced tab, type cof-in or cof-not-in as the value for the
Resource Type field.
Note: Calls coming to DNs with the cof-not-in value for the Resource
Type are never considered to be overflowed.
End of procedure
Procedure:
Configuring access resources for non-unique ANI
Purpose: To configure dedicated DNs required for the non-unique-ani

resource type.

The non-unique-ani resource type is used to block direct-ani and COF/ani

from relaying on ANI when it matches configured/enabled resource digits.
Using non-unique-ani, T-Server checks every ANI against a list of
non-unique-ani resources.
Start of procedure
2. On the General tab of the DN Properties dialog box, specify the ANI
digits that need to be excluded from normal processing.
3. Select Access Resource as the value for the Type field.
4. On the Advanced tab, specify the Resource Type field as non-unique-ani.
End of procedure
Procedure:
Modifying DNs for isolated switch partitioning
Purpose: To modify DNs that belong to a particular partition where switch

partitioning is used.
This configuration instructs T-Server to select an External Routing Point that
has the same partition as the requested destination DN.
Note: When a target DN is not configured or has no configured partition

name, T-Server allocates a DN of the External Routing Point type that
belongs to any partition.
Start of procedure
1. Under a Switch object, select the DNs folder.
2. Open the Properties dialog box of a particular DN.
3. Click the Annex tab.
4. Create a new section named TServer.
5. Within that section, create a new option named epn. Set the option value to
the partition name to which the DN belongs.
6. Repeat Steps 1–5 for all DNs, including DNs of the External Routing Point
type, that belong to the same switch partition.
112 Framework 8.1

End of procedure
Configuration Examples
This section provides two configuration examples and describes how the
configuration settings affect T-Server’s behavior.
Multiple Transaction Types

This example demonstrates the difference in how ISCC directs a call when you
specify two different transaction types (route and direct-ani).
In this example, you configure an origination and a destination switch for as
described in “Switches and Access Codes” on page 102.
1. Among configured Switches, select the origination Switch.
2. Open the Switch Properties dialog box and click the Default Access Codes
tab.
4. Set the Access Code field to 9.
6. Among configured Switches, select the destination Switch.
7. Under the destination Switch, configure a DN as described in
“Configuring access resources for the route transaction type” on page 108.
8. Set the DN Number field to 5001234567.
9. Click the Advanced tab of this DN’s Properties dialog box.
10. Select the Use Override check box and enter 1234567 in the Use Override
field.
11. When you are finished, click Apply or Save.
12. Use a T-Server client application to register for this new DN with the
destination T-Server and, therefore, with the switch.
13. Request to route a call from any DN at the origination switch to the
destination DN you have just configured:

If you are using the route ISCC transaction type, the client requests
that T-Server deliver a call to a destination location using the DN
number 5001234567. ISCC requests that the switch dial one of the
external routing points at the destination location, using the value
either of the Access Number field or of the Access Code field, which is 9,
concatenated with the external routing point at the destination location.
The call is routed to the DN number 5001234567.

Chapter 4: Multi-Site Support Next Steps

If you are using the direct-ani ISCC transaction type, the client
requests that T-Server deliver a call to a destination location using the
DN number 1234567, which is the Use Override value. ISCC requests
that the switch dial 91234567, which is a combination of the Switch
Access Code value and the Use Override value. The destination T-Server
is waiting for the call to directly arrive at DN number 5001234567.
Call Overflow Methods

This section demonstrates how to indicate which overflow methods a switch
supports.
In this example, for T-Server to use ANI/OtherDN matching in call overflow
and manual transfer scenarios, set the ISCC Call Overflow Parameters to:
match-ani, inbound-only=true
when configuring Switch Access Codes as described on page 104.
With this setting, the switch’s location is queried for call data each time the
destination T-Server receives an inbound call with the ANI or OtherDN attribute.
For T-Server to use NetworkCallID matching in call overflow and manual
transfer scenarios, set the ISCC Call Overflow Parameters to (for example):
match-callid, inbound-only=false
when configuring Switch Access Codes as described on page 104.
With this setting, the switch’s location is queried for call data each time the
destination T-Server receives a call of any type (including inbound) with the
NetworkCallID attribute.
Next Steps
Continue with Chapter 5, “Starting and Stopping T-Server Components,” on
page 115 to test your configuration and installation.
114 Framework 8.1

Chapter
5 Starting and Stopping

T-Server Components
This chapter describes methods for stopping and starting T-Server, focusing on
manual startup for T-Server and HA Proxy for all switches. It includes these
sections:

Command-Line Parameters, page 115
 Starting and Stopping with the Management Layer, page 117

Starting with Startup Files, page 118

Starting Manually, page 119
 Verifying Successful Startup, page 125

Stopping Manually, page 125

Starting and Stopping with Windows Services Manager, page 126
 Next Steps, page 126
Command-Line Parameters
You can start and stop Framework components using the Management Layer, a
startup file, a manual procedure, or the Windows Services Manager.
With all these methods, command-line parameters are usually required for a
server application in addition to an executable file name.
Common command-line parameters are as follows:
-host The name of the host on which Configuration Server is

running.
-port The communication port that client applications must use to
connect to Configuration Server.
-app The exact name of an Application object as configured in
the Configuration Database.

Chapter 5: Starting and Stopping T-Server Components Command-Line Parameters
-l The license address. Use for the server applications that

check out technical licenses. Can be either of the following:
• The full path to, and the exact name of, the license file
used by an application. For example, -l
/opt/mlink/license/license.dat.
• The host name and port of the license server, as specified
in the SERVER line of the license file, in the port@host
format. For example, -l 7260@ctiserver.
Note: Specifying the License Manager’s host and port
parameter eliminates the need to store a copy of a license
file on all computers running licensed applications.
-V The version of a Framework component. Note that
specifying this parameter does not start an application, but
returns its version number instead. You can use either
uppercase or lowercase.
-nco X/Y The Nonstop Operation feature is activated; X exceptions
occurring within Y seconds do not cause an application to
exit. If the specified number of exceptions is exceeded
within the specified number of seconds, the application
exits or, if so configured, the Management Layer restarts the
application. If the -nco parameter is not specified, the
default value of 6 exceptions handled in 10 seconds applies.
To disable the Nonstop Operation feature, specify -nco 0
when starting the application.
-lmspath The full path to log messages files (the common file named
common.lms and the application-specific file with the
extension *.lms) that an application uses to generate log
events. This parameter is used when the common and
application-specific log message files are located in a
directory other than the application’s working directory,
such as when the application’s working directory differs
from the directory to which the application is originally
installed.
Note that if the full path to the executable file is specified in
the startup command-line (for instance,
c:\gcti\multiserver.exe), the path specified for the
executable file is used for locating the *.lms files, and the
value of the lmspath parameter is ignored.
- transport-port <port number> is the port number that a client will use for
<port number> its TCP/IP connection to Configuration Server. See the
Client-Side Port Definition section in the Genesys 8.x
Security Deployment Guide for more information.
- transport-address <IP address> is the IP address that a client will use for its
<IP address> TCP/IP connection to Configuration Server. See the
Client-Side Port Definition section in the Genesys 8.x
Security Deployment Guide for more information.
116 Framework 8.1

Chapter 5: Starting and Stopping T-Server Components Starting and Stopping with the Management Layer
Note: In the command-line examples in this document, angle brackets

indicate variables that must be replaced with appropriate values.
Starting and Stopping with the

Management Layer
Procedure:
Configuring T-Server to start with the Management
Layer
Start of procedure
3. Specify the directory where the application is installed and/or is to run as
the Working Directory.
4. Specify the name of the executable file as the command-line.
5. Specify command-line parameters as the Command–Line Arguments.
The command-line parameters common to Framework server components
are described on page 115.
End of procedure
Note: Before starting an application with the Management Layer, make sure
the startup parameters of the application are correctly specified in the
application’s Properties dialog box in Configuration Manager.
After its command-line parameters are correctly specified in the Properties

dialog box, you can start and stop T-Server from Solution Control Interface
(SCI), which is the graphical interface component of the Management Layer.
(The starting procedure for SCI is described in the Framework 8.1 Deployment
Guide.) Framework 8.0 Solution Control Interface Help provides complete
instructions on starting and stopping applications.
You can also use the Management Layer to start a T-Server that has failed. To
enable T-Server’s autorestart functionality, select the corresponding check box
in the Application’s Properties dialog box.

Chapter 5: Starting and Stopping T-Server Components Starting with Startup Files
Note that when you start (or restart) an application via the Management Layer,
the application inherits environment variables from Local Control Agent
(LCA), which executes the startup command. Therefore, you must also set the
environment variables required by the application for the account that
runs LCA.
Warning! Stopping an application via the Management Layer is not

considered an application failure. Therefore, the Management
Layer does not restart applications that it has stopped unless an
appropriate alarm condition and alarm reaction are configured for
these applications.
Starting with Startup Files

Startup files are files with the extension run.sh (on UNIX) or startServer.bat
(on Windows), which installation scripts create and place into the applications’
directories during the installations. These files are created for all Framework
server applications except:
• Configuration Server (primary or backup) running on Windows.
• Backup Configuration Server running on UNIX.
• DB Server running on Windows.
• LCA running on either Windows or UNIX.
When using a startup file, verify that the startup parameters the installation
script inserted in the startup file are correct. Use the following instructions for
UNIX and Windows to start those application for which startup files are
created. See the appropriate sections in “Starting Manually” on page 119 to
identify which applications should be running for a particular application to
start.
Procedure:
Starting T-Server on UNIX with a startup file
Start of procedure
1. Go to the directory where an application is installed.
2. Type the following command line:
sh run.sh
End of procedure
118 Framework 8.1

Chapter 5: Starting and Stopping T-Server Components Starting Manually
Procedure:
Starting T-Server on Windows with a startup file
Start of procedure
To start T-Server on Windows with a startup file, use either of these methods:
• Go to the directory where an application is installed and double-click the
startServer.bat icon.
Or
• From the MS-DOS window, go to the directory where the application is
installed and type the following command-line:
startServer.bat
End of procedure
Starting Manually
When starting an application manually, you must specify the startup
parameters at the command prompt, whether you are starting on UNIX or
Windows. At the command prompt, command-line parameters must follow the
name of the executable file. On the Shortcut tab of the Program Properties
dialog box, command-line parameters must also follow the name of the
executable file.
The command-line parameters common to Framework server components are
described on page 115.
If an Application object name, as configured in the Configuration Database,
contains spaces (for example, T-Server Nortel), the Application name must be
surrounded by quotation marks in the command-line:
-app “T-Server Nortel”
You must specify the rest of the command-line parameters as for any other
application.
The following sections provide general instructions for starting HA Proxy and
T-Server manually. Along with these instructions, refer to Table 9, which lists
T-Servers and HA Proxy executable file names for supported switches for
Windows and UNIX operating systems.

Table 9: T-Server and HA Proxy Executable Names
T-Server Type T-Server Executable File Name HA Proxy

Executable File
Name
UNIX Windows UNIX Windows
Aastra MXONE CSTA I md110_server md110_server.exe Not Applicable
Alcatel A4200/OXO a4200_server a4200_server.exe Not Applicable
Alcatel A4400/OXE a4400_server a4400_server.exe Not Applicable
Aspect ACD aspect_server aspect_server.exe Not Applicable
Avaya Communication avayacm_server avayacm_server.exe Not Applicablea

Manager
Avaya INDeX Not Applicable index_server.exe Not Applicable
Avaya TSAPI avayatsapi_server avayatsapi_server.exe Not Applicable
Cisco UCCE CiscoUCCE_server CiscoUCCE_server.exe Not Applicable
Cisco Unified ciscocm_server ciscocm_server.exe Not Applicable

Communications
Manager
DataVoice Dharma Dharma_server Dharma_server.exe Not Applicable
Digitro AXS/20 digitro_server digitro_server.exe Not Applicable
EADS Intecom M6880 intecom_server intecom_server.exe Not Applicable
EADS Telecom M6500 m6500_server m6500_server.exe Not Applicable
eOn eQueue eon_server eon_server.exe Not Applicable
Fujitsu F9600 Not Applicable F9600_server.exe Not Applicable
Huawei C&C08 cc08_server cc08_server.exe Not Applicable
Huawei NGN huaweingn_server huaweingn_server.exe Not Applicable
Mitel MiTAI Not Applicable mitel_server.exe Not Applicable
NEC NEAX/APEX neax_server neax_server.exe Not Applicable
Nortel Communication ncs2000_server ncs2000_server.exe ha_proxy_ ha_proxy_

Server 2000/2100 dms dms.exe
120 Framework 8.1

Table 9: T-Server and HA Proxy Executable Names (Continued)

Executable File
Name
Nortel Communication Not Applicable

Server 1000 with succession_server succession_server.exe
SCSS/MLS
Philips Sopho iS3000 iS3000_server iS3000_server.exe ha_proxy_ ha_proxy_

iS3000 iS3000.exe
Radvision iContact nts_server nts_server.exe Not Applicable
Samsung IP-PCX IAP samsung_server samsung_server.exe Not Applicable
Siemens Hicom rolmcb4_server rolmcb4_server.exe Not Applicable

300/HiPath 400 CSTA I
Siemens HiPath 3000 HiPath3000_server HiPath3000_server.exe Not Applicable
Siemens HiPath 4000 HiPath4000_server HiPath4000_server.exe Not Applicable

CSTA III
Siemens HiPath DX HiPathDX_server HiPathDX_server.exe Not Applicable
SIP Server sip_server sip_server.exe Not Applicable
Spectrum spectrum_server spectrum_server.exe Not Applicable
Tadiran Coral Coral_server Coral_server.exe Not Applicable
Teltronics 20-20 Teltronics2020_server Teltronics2020_ ha_proxy_ ha_proxy_

server.exe teltronics teltronics
2020 2020.exe
Tenovis Integral 33/55 Tenovis_server Tenovis_server.exe Not Applicable
Network T-Servers
AT&T nts_server nts_server.exe Not Applicable
Concert nts_server nts_server.exe Not Applicable
CRSP nts_server nts_server.exe Not Applicable
DTAG dtag_server dtag_server.exe Not Applicable
GenSpec genspec_server genspec_server.exe Not Applicable

Table 9: T-Server and HA Proxy Executable Names (Continued)

Executable File
Name
ISCP nts_server nts_server.exe Not Applicable
IVR Server, using nts_server nts_server.exe Not Applicable

network configuration
KPN kpn_server kpn_server.exe Not Applicable
MCI mci800_server mci800_server.exe Not Applicable
NGSN nts_server nts_server.exe Not Applicable
Network SIP Server tsip_server tsip_server.exe Not Applicable
Sprint sprint_server sprint_server.exe Not Applicable
SR3511 sr3511_server sr3511_server.exe Not Applicable
Stentor stentor_server stentor_server.exe Not Applicable
a. For releases prior to 7.1, this T-Server has an HA Proxy available: ha_proxy_g3tcp (UNIX) or
ha_proxy_g3tcp.exe (Windows).
HA Proxy
If you do not use HA Proxy in your Genesys implementation, proceed to
“T-Server” on page 123.
If one or more HA Proxy components are required for the T-Server
connection, start HA Proxy before starting T-Server.
Before starting HA Proxy, be sure that the following components are running:
• DB Server that provides access to the Configuration Database
• Configuration Server
122 Framework 8.1

Procedure:
Starting HA Proxy on UNIX manually
Start of procedure
1. Go to the directory where HA Proxy is installed and type the following
command-line:
ha_proxy_<switch> -host <Configuration Server host>
-port <Configuration Server port> -app <HA Proxy Application>
2. Replace ha_proxy_<switch> with the correct HA Proxy executable name,
which depends on the type of the switch used.
Table 9 on page 120 lists HA Proxy executable names for supported
switches.
End of procedure
Procedure:
Starting HA Proxy on Windows manually
Start of procedure
1. Start HA Proxy from either the Start menu or the MS-DOS window. If using
the MS-DOS window, go to the directory where HA Proxy is installed and
type the following command-line:
ha_proxy_<switch>.exe -host <Configuration Server host> -port
<Configuration Server port> -app <HA Proxy Application>
2. Replace ha_proxy_<switch>.exe with the correct HA Proxy executable
name, which depends on the type of the switch used.
Table 9 on page 120 lists HA Proxy executable names for supported
switches.
End of procedure
T-Server
Before starting T-Server, be sure that the following components are running:
• DB Server that provides access to the Configuration Database
• Configuration Server
• License Manager
Note: If an HA Proxy component is required for the T-Server connection,

HA Proxy must be started before T-Server.


Procedure:
Starting T-Server on UNIX manually
Start of procedure
1. Go to the directory where T-Server is installed and type the following
command-line:
<switch>_server -host <Configuration Server host>
-port <Configuration Server port> -app <T-Server Application>
-l <license address> -nco [X]/[Y]
2. Replace <switch>_server with the correct T-Server executable name,
Table 9 on page 120 lists T-Server executable names for supported
switches.
End of procedure
Procedure:
Starting T-Server on Windows manually
Start of procedure
1. Start T-Server from either the Start menu or the MS-DOS window. If using
the MS-DOS window, go to the directory where T-Server is installed and type
the following command-line:
<switch>_server.exe -host <Configuration Server host>
-port <Configuration Server port> -app <T-Server Application>
-l <license address> -nco [X]/[Y]
2. Replace <switch>_server.exe with the correct T-Server executable name,
Table 9 on page 120 lists T-Server executable names for supported
switches.
End of procedure
124 Framework 8.1

Chapter 5: Starting and Stopping T-Server Components Verifying Successful Startup
Verifying Successful Startup

After executing the startup command, you might want to check whether it was
successful.
If you used the Management Layer to start either T-Server or HA Proxy, check
whether Solution Control Interface displays Started or Service Unavailable
status for the corresponding application. Refer to the “Troubleshooting”
section of the Framework 8.0 Management Layer User’s Guide if the startup
command does not result in either Started or Service Unavailable status for
some period of time.
If you start your T-Server or HA Proxy with startup files or manually, and if
you have configured logging to console or a log file, check the log for
messages similar to the following:
• T-Server log file: Link connected
• HA Proxy log file: Link connected
Stopping Manually
The following stopping procedures apply to Genesys server applications, such
as DB Server, Configuration Server, Message Server, Local Control Agent,
Solution Control Server, HA Proxy, T-Server, and Stat Server.
Procedure:
Stopping T-Server on UNIX manually
Start of procedure
To stop a server application from its console window on UNIX, use either of
these commands:
• Ctrl+C
• kill <process number>
End of procedure
Procedure:
Stopping T-Server on Windows manually
Start of procedure
To stop a server application on Windows, use either of these commands:

Chapter 5: Starting and Stopping T-Server Components Starting and Stopping with Windows Services Manager
• To stop a server application from its console window on Windows, use the
Ctrl+C command.
• To stop a server application on Windows, use the End Task button on the
Windows Task Manager.
End of procedure
Starting and Stopping with Windows

Services Manager
When starting an application installed as a Windows Service, make sure the
startup parameters of the application are correctly specified in the ImagePath in
the Application folder in the Registry Editor. The ImagePath must have the
following value data:
<full path>\<executable file name> -service <Application Name as
Service> -host <Configuration Server host>
-port <Configuration Server port> -app <Application Name>
-l <license address>
where the command-line parameters common to Framework server
components are described on page 115 and
-service The name of the Application running as a Windows Service;
typically, it matches the Application name specified in the
-app command-line parameter.
Framework components installed as Windows Services with the autostart
capability are automatically started each time a computer on which they are
installed is rebooted.
You can start Framework components installed as Windows Services with the
manual start capability with the Start button in Services Manager.
Note: Use the Windows Services window to change the startup mode from
Automatic to Manual and vice versa.
Regardless of a component’s start capability, you can stop Framework

components installed as Windows Services with the Stop button in Services
Manager.
Next Steps
This chapter concludes Part One of this document—the set of general
instructions for deploying any T-Server. Refer to subsequent chapters in this
guide for detailed reference information and any special procedural
instructions that pertain to your particular T-Server.
126 Framework 8.1

Part
2 T-Server Configuration
Part Two of this T-Server Deployment Guide contains reference information
specific to your T-Server. However, it also contains information on all
T-Server options, both those specific to your T-Server and those common to all
T-Servers. The information is divided among these chapters:
• Chapter 6, “HiPath 4000 Switch-Specific Configuration,” on page 129,
describes compatibility and configuration information specific to this
T-Server, including how to set the DN properties and recommendations for
the switch configuration.
• Chapter 7, “Supported T-Server Features,” on page 143, describes which
features this T-Server supports, including T-Library functionality, use of
the Extensions attribute, and error messages.
• Chapter 8, “Common Configuration Options,” on page 195, describes
configuration options that are common to all T-Server types, including
options for multi-site configuration.
• Chapter 9, “T-Server Common Configuration Options,” on page 217,
describes log configuration options common to all Genesys server
applications.
• Chapter 10, “Configuration Options in T-Server for Siemens HiPath 4000,”
on page 245, describes configuration options specific to this T-Server,
including the link-related options—those which address the interface
between T-Server and the switch.

Part 2: T-Server Configuration New in T-Server for Siemens HiPath 4000 CSTA III
New in T-Server for Siemens HiPath 4000

CSTA III
The following new features are now available in the initial 8.1 release of
T-Server for HiPath 4000 CSTA III:
• Support for account codes: T-Server now supports account codes. See
“Support for Account Codes” on page 164.
• Support for operating systems. T-Server is now supported on the
following platforms:

AIX 7.1 64-bit

HP-UX Itanium (version 11i v3)

Red Hat Enterprise Linux 5 64-bit
Notes: • Configuration option changes that apply to T-Server for HiPath

4000 are described in “Changes from 8.0 to 8.1” on page 281.
• For a list of new features common to all T-Servers, see Part One of
this document.
128 Framework 8.1

Chapter
6 HiPath 4000
Switch-Specific
Configuration
This chapter presents switch-specific reference information for configuring
T-Server for the Siemens HiPath 4000 CSTA III switch and includes these
sections:
 Known Limitations, page 129

Support of Switch/CTI Environments, page 132

Setting the DN Properties, page 133.
 Switch Terminology, page 138

Configuration Requirements for CAP 3.0 and CAP 3.0 Inside, page 139

Support for Emulated and Supervised Routing, page 140
Known Limitations
The list below describes the more static limitations in the way T-Server and the
relevant switch interact. Please refer to the Release Note for this product for
the most up-to-date list of known limitations and detailed scenarios in which
they apply. “Integration Notes” on page 192 gives useful information on
integration issues between T-Server and other Genesys software and solutions.
1. If a secret DN redirects a call, the PBX does not give any indication that
the DN is secret, so T-Server cannot hide the DN in events after the
redirect.
2. The One Number Service (ONS) allows two phone sets to be linked
together so that if either number is dialled both phone sets will ring. The
numbers are set up so that one is Primary and one is a Slave.
This feature has the following CTI limitations:

Chapter 6: HiPath 4000 Switch-Specific Configuration Known Limitations

When either number is dialled, in CTI, only a Ringing is received on
the Primary. It is therefore possible to answer the call only on the
Primary through CTI.

If one device is busy and either number is dialled, then the free device
does not ring. Instead an EventDestinationBusy message is received.

It is not possible to set Call Forward from the Primary to the Slave and
vice versa.
3. If DND and/or Forwarding are set, on startup, T-Server is unable to display
the correct status for these features for VoIP telephones. This is due to
switch reporting.
4. For PBX Boss/Secretary functionality, activation of the RNGXFER, REP and
DSS keys cannot be done through CTI. It must be done manually.
5. T-Server does not support partitioned-switch configurations.
6. It is not possible to transfer a conference. It is only possible to delete
oneself from the conference and not any other member of the conference.
7. When using MultiLine MultiDN configuration it is not possible to answer
a call through CTI on anything other than the main line. Calls ringing on
the other lines need to be answered manually. Also, if a call is established
on an unmonitored line then a call is received on a monitored line, it is not
possible to answer the second call through CTI. It is rejected by the PBX.
It has to be answered manually.
8. It is not possible to make a supervised route of a consultation call from an
emulated Routing Point to an ACD Queue.
9. If a direct call is made to an emulated Routing Point and not routed, after a
while the switch moves the call to another Hunt Group member. When this
happens the switch provides a ConnectionCleared event, but does not tell
T-Server that the call has been diverted. This means that on the emulated
Routing Point, T-Server generates EventQueued and EventRouteRequest
events, followed by an EventAbandoned event, and then a new EventQueued
and EventRouteRequest events. T-Server will retain the same ConnID. If
the rtmem-divert-tout option is set, the T-Server will suppress the
reporting of the change of route devices. If the option is not set, or set too
low, the T-Server will generate EventQueued and EventRouteRequest events.
10. When T-Server makes a single-step transfer through ISCC with the
configuration option, cast-type, set to direct-ani, the token used by
ISCC is the origination of the primary call and not the destination. This
does not match the ANI and the remote connection fails.
11. The switch reports forwarding to DNIT as forwarding to an RCG number.
You cannot cancel forwarding without providing the old number. But when
the number is provided in the Cancel Fwd request in the form as reported by
the switch, the switch rejects the request.
130 Framework 8.1

Chapter 6: HiPath 4000 Switch-Specific Configuration Known Limitations
12. If emulated predictive dialing is originated from an emulated Routing

Point, you should set the configuration option, prd-dist-call-ans-time,
to 0. T-Server is not always able to handle the race condition that occurs
when this option is enabled.
13. At startup, T-Server tries to take a snapshot of configured devices so it can
restore call configuration. Unfortunately, the way in which the Snapshot
service is implemented in CAP v1.0 makes it impossible to distinguish the
established state from originated/dialing. T-Server therefore treats
dialing parties as established at startup.
14. CAP v1.0 sometimes fails to report the end of the agent state, wrap-up.
Agents may remain in the wrap-up state for CTI applications, when in fact
they are ready to accept new calls. The agents must log off and log on
again to clear this situation.
15. Chained consultation calls are not supported on analog lines. Also, a
single-step transfer of a destination of a consultation call from an analog
line is not supported. This affects VTO scenarios where a consultation call
is made to a Routing Point then routed to a VTO port.
16. Support for trunk monitoring is restricted in T-Server. It is not possible to
test every trunk configuration in the Genesys laboratories. Genesys
specifically does not undertake to provide the level of support associated
with the generally available software in regard to this feature. Customers
who use this feature agree to restricted support levels, which may vary at
Genesys’ sole discretion. Customers also agree that any problems arising
out of the use of this restricted feature may require the customers’
cooperation to resolve and test the problem.
17. Some of the stuck-calls management functions (see “T-Server Common
Configuration Options” on page 217) rely on T-Server being able to query
distribution devices (ACD Queues and Routing Points). HiPath 4000
CSTA III is currently able to poll DNs only, to determine whether a call is
active.
18. After a call is redirected externally, the PBX reports the call state on the
external T-Server as Forwarded rather than OK. This also occurs if the call
is redirected to a Routing Point, and then routed externally.
19. When an outbound call is made using CPDServer, if the Voice Transfer
Destination is an emulated Routing Point, the TInitiateTransfer to the
emulated Routing Point fails if the value of the Outbound Contact Server
(OCS) configuration option, call_transfer_type, is set to two_step. The
transfer succeeds if the OCS configuration option, call_transfer_type, is
set to a value of one_step.See the Outbound Contact 8.x Deployment
Guide for more information.
20. In the following scenario, the switch drops the call when:
 A Hunt Group has CQMAX=0 and has no overflow DN configured.

All members of the Hunt Group are busy.

Chapter 6: HiPath 4000 Switch-Specific Configuration Support of Switch/CTI Environments

A call is single-step transferred to the Hunt Group.
21. The following limitations apply when dialing invalid numbers:

Making a call to an invalid destination:
In some cases, when an invalid destination is dialed over a trunk,
T-Server generates an EventDestinationBusy event with a call state of
SitInvalidNumber. However, on some trunk types, the PBX does not
provide enough messaging to generate this.

Making a consultation call to an invalid desalination:
On a consultation call, the PBX does not provide enough information
to generate an EventDestinationBusy event with a call state of
SitInvalidNumber.

Routing to an invalid/single-step transfer/redirect:
The PBX does not always provide a failed event when one of the above
requests is attempted to an invalid destination through a trunk.
Consequently, the operation often times out.
22. A consultation call to a busy destination cannot be released without
retrieving the primary call.
23. In order for TMakePredictiveCall to work with the business-call type
extension, the value of the configuration option, bsns-call-type, must be
set to the value ignore on the Annex tab of the RCG devices, as well as on
the distribution devices.
Support of Switch/CTI Environments

T-Server support of customer switch/CTI environments is dependent on
several factors, including:
• Number of DNs
• Number of concurrent agents
• Number of concurrent connections
• Number of concurrent calls
• Number of calls or messages per second
Information about T-Server connection limits is provided in the Genesys
Supported Operating Environment Reference Manual. Connection limits are
determined by the platforms on which T-Servers run—T-Server itself does not
set these limits.
The remaining factors are not limited by T-Servers, but could be limited by the
switch and/or CTI interface. Unless specific exceptions are documented,
T-Server can meet the performance capability of the switches it supports in
each of these areas. The T-Server host environment and the network
environment influences should also be taken into account.
132 Framework 8.1

Chapter 6: HiPath 4000 Switch-Specific Configuration Setting the DN Properties
Setting the DN Properties

Table 10 shows how to set DN properties for T-Server for the HiPath 4000
CSTA III switch.
Note: There are several ways to configure special devices like trunks and
RCGs in Configuration Manager so that T-Server can monitor them.
You should only use one such valid representation for each device; you
should not configure several Configuration Manager devices that
would amount to the same device ID on the switch.
Table 10: Setting the DN Properties
Switch DN Type Switch- Association Comments

Device Type Specific
Type
Agent ACD Position Not applicable

Position
Agent Groups ACD Queue Not applicable Agent group devices are not
monitorable or dialable. However, it
is possible to monitor the number of
calls queued on any particular agent
group using events reported at the
RCG (Routing Point or ACD Queue).
It is also possible to follow and audit
the number of agents logged in and
available in any configured agent
group.
Device DN in Configuration
Manager should follow the pattern
g<group_number>. The group number
can be provided as decimal switch
notation (for example, g5), or CSTA
notation (switch notation +
H’ 1000000’, for example,
g16777221). T-Server automatically
adds the offset if the number is less
than the offset.
Extension Extension 1 Not applicable

Table 10: Setting the DN Properties (Continued)

Type
ACD Pilot ACD Queue Not a switch device, but a number

that cannot be monitored.
In order to receive events on the
ACD Pilot DN, either the RCG group
monitor, or the individual RCG
device associated with this pilot,
must be configured and enabled in
Configuration Manager. Use this
setup to monitor the switch ACD.
Routing Point 1 or 2 Not a switch device, but a number

that cannot be monitored.
In order to receive events on the
ACD Pilot DN, either the RCG group
monitor, or the individual RCG
device associated with this pilot,
must be configured and enabled in
Configuration Manager. Use this
setup for Genesys Routing.
The switch-specific type is affected
when an EventRouteRequest event is
issued. The default type 1 device
issues an EventRouteRequest event
when a Queued event is received from
the switch. This allows for switch
announcements before the call is
routed, but requires an empty agent
group and a specific ART script that
must queue the call on that group.
A type 2 device issues an
EventRouteRequest event as soon as
the call hits the ACD Queue (upon a
Delivered event), which allows a
simple “delay” ART script.
RCG Group ACD Queue A single virtual device that allows

monitor DN =*888 monitoring of all ACD events on the
switch. If this device is configured
and enabled in Configuration
Manager, no individual RCG devices
should be configured.
134 Framework 8.1


Type
RCG device ACD Queue 1 or 2 A monitorable ACD device that

Routing Point allows events reporting and call
control of ACD calls. It cannot be
dialed, but must be associated to one
or several of the switch dialable ACD
pilot numbers instead.
The device DN in Configuration
Manager should follow the pattern
r<rcg_number>. The group number
can be provided as decimal switch
notation (for example, r2), or CSTA
notation (switch notation +
H’2000000’, for example,
r33554434). T-Server automatically
adds the offset, if the number is less
than the offset. These devices should
not be configured or enabled if the
RCG group device *888 is configured
and enabled.
If the RCG device is configured as a
Routing Point or a ACD Queue type
2, T-Server attempts to register as a
routing server on this RCG, and uses
the CSTA routing dialog for Genesys
call routing.
If it is configured as an ACD Queue
type 1, T-Server uses the Deflect
service to route calls from any pilot
numbers that are configured as
Routing Points and are associated
with this RCG.


Type
Analog Port Extension 8 Not applicable Provides special support for caller
VTO Port Voice Treatment hang-up scenarios for analog IVR
Port devices as well as analog dialing
devices used by CPDServer.
Notes:
• Always configure the switch VTO
ports as Voice Treatment Ports
in Configuration Manager.
• When Configuration Manager
devices of type extension have a
switch-specific type 8, T-Server
reports the EventReleased event
upon release of the remote party.
Trunk Extension External trunk or trunk connecting to

Trunk the internal resource, such as IVR.
If configured as a Configuration
Manager type extension, the trunk
DN follows the pattern
t<trunk_number>.
If configured as Trunk, the ’t’ prefix
is not required (although
recommended, because it is not a
dialable number). The trunk number
can be provided as a decimal switch
notation (for example, t200), or a
CSTA notation (switch notation +
H’8000000’—for example,
t134217928). T-Server automatically
adds the offset, if the number is less
than the offset.
Hunt Group Routing Point Not applicable Specifies a Hunt Group with virtual
used for members that T-Server uses to
emulated emulate a Routing Point. Calls
routing delivered to Hunt Group members
are reported as delivered to the Hunt
Group and can be routed using this
single number.
136 Framework 8.1


Type
Hunt Group Routing Point 2 Not applicable Calls landing on the Hunt Group can
used for CTI be diverted using CTI. This differs
routing from Emulated Routing, which uses
transfers for call distribution, and
requires physical digital phone sets to
be connected.
The device prefix ‘h’ is used to
configure the Hunt Groups in
Configuration Manager. To monitor a
Hunt Group, T-Server must monitor a
device identifier, and not a dialing
number, because the same Hunt
Group may have multiple access
numbers. The hunt group must be
configured as h<device_number>.
Either of the following can be used:
• The device number as reported by
the switch.
• The number that is left after
subtracting 0x5000000 (83886080
decimal) from the device number.
The Hunt Group device number can
be found out by dialing the access
number and examining the Delivered
event on the origination device.
Digital Extension 2 Hunt Group Emulated supervised router.

Extension number Calls delivered to this device are
reported as delivered to the Hunt
Group. Routing is performed as a
two-step transfer to the destination
number.
Digital Extension 4 Emulated predictive dialer.

Extension Emulated MakePredictiveCall
service makes a call from one of
these devices and transfers it to the
requesting ACD Queue for further
distribution as soon as the call is
established.

Chapter 6: HiPath 4000 Switch-Specific Configuration Switch Terminology
Switch Terminology
Table 11 compares relevant Siemens HiPath 4000 CSTA III switch
terminology with Genesys terminology.
Table 11: Switch Terminology Comparison
Genesys Term HiPath 4000 Term
ACD ACD
ACD Position Agent position
ACD Queue Agent Group

ACD Pilot
RCG Group Monitor
RCG device
Agent ID used in CTI login Agent ID

request
Extension Extension
Analog port
VTO port
Trunk
Digital extension (predictive
dialer)
Position Position
Voice Treatment Port Analog port

VTO Port
Trunk (unmonitored) Trunk
Trunk (monitored) Trunk
Routing Point ACD Pilot

RCG device
Group DN Not applicable
Predictive dialing device Digital extension
Emulated Routing Point Hunt Group (emulated routing)

(CTI routing)
Emulated Routing Point member Digital extension
138 Framework 8.1

Chapter 6: HiPath 4000 Switch-Specific Configuration Configuration Requirements for CAP 3.0 and CAP 3.0 Inside
Table 11: Switch Terminology Comparison (Continued)
Genesys Term HiPath 4000 Term
Logon Logon
Logoff Logoff
Ready Ready
NotReady NotReady
AfterCallWork After Call Work
ReasonCode Not applicable
Configuration Requirements for CAP 3.0

and CAP 3.0 Inside
This section describes the special configuration requirements for CAP 3.0 and
CAP 3.0 Inside.
CAP 3.0—RCGs and Licensing

CAP 3.0 requires that all RCGs be explicitly defined in the CAP device
configuration. Consequently, additional CAP licenses may be required from
your vendor.
Please refer to your CAP documentation for more information about
configuring RCGs in CAP.
See also RCG configuration information on page 134.
CAP 3.0 Inside (CA4000)—T-Server Configuration

To enable CAP 3.0 Inside (CA4000), additional configuration is required
within T-Server.
Table 12: CAP 3.0 SMR 8—T-Server Configuration
Option Action/Required Value
Link-Control Section
hostname Set to the name of the configured CAP link host.
port Set to the name of the configured CAP link port.

Chapter 6: HiPath 4000 Switch-Specific Configuration Support for Emulated and Supervised Routing
Table 12: CAP 3.0 SMR 8—T-Server Configuration (Continued)
Option Action/Required Value
acse-enable Set to true.
authentication Add this option in the T-Server link-control section

and set its value to that of the feature-id in the
license section (indicated by the <license> tag) of
the license file.
Sample file extract:
<license>
<feature_id>CAP-CallCenter</feature_id>
<mode>STAND_ALONE</mode>
<quantity>4</quantity>
<validity_days>54</validity_days>
</license>
In this example, set the value of the authentication
option to CAP-CallCenter.
Support for Emulated and Supervised

Routing
T-Server can emulate Routing Points using Hunt Groups (HGs) as resources on
the switch. The number of member devices in the HG defines the number of
calls that can be queued simultaneously on a Routing Point. Therefore, the
number of devices assigned to such an HG must be greater than the maximum
number of calls expected to be queuing on the Routing Point at any time.
When you use emulated routing, T-Server can determine whether calls are
answered at the routing destination. If calls are not answered within the
specified timeout, you can configure T-Server to recall the calls to the Routing
Point and initiate rerouting. The supervision of the call travels with the call, so
if a supervised call is routed to from one Routing Point to another and is
ultimately unanswered, T-Server cancels the supervision on the first Routing
Point and recalls the call back to second Routing Point for rerouting. See
configuration option supervised-route-timeout and the Extensions attribute
SUPERVISED_ROUTE for more details.
Calls that arrive at an HG can never queue—they are immediately delivered to
one of the HG members. If no members are available, the call is reported as
busy. When HGs are used as Routing Points in this way, T-Server emulates
routing events on the HG and hides all events for the HG members, even
though the call is actually alerting on the member.
140 Framework 8.1

When a call is successfully routed, T-Server distributes an EventRouteUsed

event to its clients for the HG (Routing Point), and the call is redirected from
the HG member.
Note: Any CTI applications that try to register with T-Server for the HG
members receive an error.
Configuring Hunt Groups as Routing Points

Table 13 illustrates an example configuration using Hunt Groups as Routing
Points.
Table 13: Example Configuration
Switch Device Configuration Layer Switch- Association

Type/Value Device Type/Value Specific Field Value
Type
Hunt Group/2500 Routing Point/2500 2 Not applicable
Hunt Group Extension/4000 2 2500

member/4000 (Routing Point)
Hunt Group Extension/4001 2 2500

member/4001 (Routing Point)

142 Framework 8.1

Chapter
7 Supported T-Server
Features
This chapter describes the telephony functionality that T-Server for Siemens
HiPath 4000 CSTA III supports and includes these sections:

Support for Business-Call Handling, page 144
 Support for Emulated Agents, page 147

Support for Emulated Predictive Dialing, page 152

Support for No-Answer Supervision, page 154
 Support for Smart OtherDN Handling, page 156

Support for Keep-Alive Feature, page 158

Support for Call Type Prediction, page 159
 Support for Call Release Tracking, page 160

Support for Failed Route Notification, page 161

Support for Link Bandwidth Monitoring, page 162
 Support for Account Codes, page 164

Request Handling Enhancements, page 167
 T-Library Functionality, page 167

Support for Agent Work Modes, page 176

Use of the Extensions Attribute, page 177
 Private Services and Events, page 182

User Data Keys, page 184

T-Server Error Messages, page 185
 Integration Notes, page 192

Chapter 7: Supported T-Server Features Support for Business-Call Handling
Support for Business-Call Handling

This section describes how T-Server handles different types of calls.
T-Server Call Classification

T-Server automatically assigns every call to one of three categories:
• business
• work-related
• private
Based on this assignment, T-Server applies the appropriate business-call
handling after the call is released.
Business Call Type Configuration

T-Server uses the following criteria to determine the business call type of a
call. The criteria are given in order of precedence, highest to lowest:
• T-Server supports a request Extensions attribute to define the business call
type upon call initiation or answer.
• T-Server uses the originator agent state to determine if the call is work
related.
• The Configuration Manager DN-level configuration option, bsns-call-
type, specifies the business call type for calls that pass through or arrive at
a distribution device. If the call passes through a distribution device and
there is no DN-level option present, the call will be classified as a business
call as long as this is enabled by the option bsns-call-dev-types.
Automatic classification of calls as business calls on distribution DNs can
be disabled by the Application-level option bsns-call-dev-types. If the
corresponding flag of this option is disabled, calls passing distribution DNs
of that type will not change their respective business classification. The
request extension and DN-level option will still be effected.Distribution
devices include the following device types:
 Routing Point

ACD Queue
 Routing Queue

External Routing Point
• T-Server supports options that are configured at the Application level to
define whether specific call types (inbound, outbound, internal, or
unknown) are to be classified as business calls.
144 Framework 8.1

To specify the business call type for the new call, the Extensions attribute
BusinessCallType can be attached to the following requests:
• TMakeCall
• TInitiateTransfer
• TMuteTransfer
• TInitateConference
• TMakePredicitiveCall
• TAnswerCall
• TRouteCall
This Extensions attribute takes precedence over all other Configuration
Manager business call type configuration options. The Extensions attribute
can also be attached to TAnswerCall to specify the business call type for the
answering party and call.
If the call passes through more than one distribution device, then the usual
rules for assigning a business call type are followed. Once set, the business call
type cannot be overridden unless it is changed to be a business call.
When the configuration options inbound-bsns-calls, internal-bsns-calls,
and outbound-bsns-calls are set at the Application level, they control whether
the call type of the associated calls are to be classified as business calls. T-
Server will not classify the business type of the call using these options until
the destination is known. Also these options are not be used to set the
originating party’s business type as business until after the Dialing event has
been reported. (This is to ensure that Genesys reporting is consistent regardless
of the switch reported order of events).
The private request, TSetBusinessCall allows T-Server clients to set the
business call type of an existing call to be “business”. T-Server will respond to
a successful request by distributing the private event EventBusinessCallSet.
Call Transformation
Business type assignment at any stage does not affect parties already present in
the call, except for outbound calls that are configured to be treated as business
calls. In this case, the dialing party will become a business party as soon as T-
Server determines that the call is an outbound call. An outbound work-related
call remains work-related regardless of the option setting.
Calls that are already classified as private or work-related can only be
promoted to the business type. Changing between private and work-related is
not possible, regardless of device settings and request extensions.
Call transfers or conference calls result in the business classification
propagation from the transferring or conferencing main party to all be
participants of the secondary call.

Business Calls
T-Server automatically categorizes as a business call any call distributed to an
agent either from an ACD Queue or from a Routing Point.
Work-Related Calls
T-Server categorizes as a work-related call any non-business call that an agent
makes while in ACW.T-Server does not apply any automatic business-call
handling after a work-related call.
Because emulated agents can make or receive a direct work-related call while
in wrap-up time, T-Server pauses the emulated wrap-up timer for the duration
of such a call.
If an agent receives a direct work-related call during legal-guard time, T-Server
cancels the legal-guard timer and reapplies it at the end of the work-related
call.
Private Calls
T-Server categorizes as a private call any call that does not fall into the
business or work-related categories. T-Server does not apply any automatic
business-call handling after a private call. If emulated agents receive a direct
private call while in wrap-up or legal-guard time, the emulated wrap-up or
legal-guard timer is not interrupted.
Feature Configuration
Use the following configuration options to define what additional calls to or
from an agent are classified as business calls:
• agent-only-private-calls
• bsns-call-type
• bsns-call-dev-types
• inbound-bsns-calls
• inherit-bsns-type
• internal-bsns-calls
• outbound-bsns-calls
• unknown-bsns-calls
146 Framework 8.1

Chapter 7: Supported T-Server Features Support for Emulated Agents
Support for Emulated Agents

T-Server provides a fully functional emulated-agent model that you can use
either in addition to agent features available on the PBX or in place of them
where they are not available on the PBX.
When this feature is used, T-Server emulates the following functionality:
• Login and logout
• Agent set ready
• Agent set not ready (using various work modes)
• Automatic after call work (ACW)
• After call work in idle
• Automatic legal-guard time to provide a minimum break between business
related calls
Emulated Agent Login/Logout

You can configure T-Server to perform emulated login either always, never, or
on a per-request basis.
Agent Logout on Client Unregistering from DN

In some scenarios (such as a power failure/disconnection or when a desktop
stops responding), agents may still receive calls but be unable to handle them.
To prevent this problem, T-Server can be configured to automatically logout
the agent in such circumstances.
When a client desktop or application disconnects from the T-Server while an
agent is still logged in, the T-Server receives a notification that the application
is unregistering from the agent’s DN. Also, the T-Server is able to uniquely
identify the client application which sends a T-Library request, including
TAgentLogin and TRegisterAddress.
The T-Server can associate the client application (the one that sends the initial
TAgentLogin request) with the agent and automatically log that agent out when
the client application unregisters the agent DN while the agent is still logged
in. (The initial TAgentLogin request is the one which first logs the agent in).
HA Considerations
If the T-Server is running in HA mode, a client connecting to one T-Server will
be connected to both with the same session ID. Therefore the client’s session
ID must be used as part of the association data to ensure consistency across the
primary and backup T-Servers. The primary T-Server will send an HA
synchronization message to the backup when there is a change in client
associations.

Emulated Agent Ready/NotReady

Emulated agents can perform an emulated Ready or NotReady request
regardless of whether they are on a call, subject to the rules governing work
modes.
T-Server also reports any change in agent mode requested by the agent while
remaining in a NotReady state (self-transition).
Note: The Genesys Events and Models Reference Manual and the Voice
Platform SDK 8.x .NET (or Java) API Reference define which agent
state/agent mode transitions are permissible.
Emulated After-Call Work (ACW)

T-Server can apply emulated wrap-up (ACW) for agents after a business call is
released, unless the agent is still involved in another business call (see
“Business Calls” on page 146).
Timed and T-Server applies emulated ACW for an agent after any business call is released
Untimed ACW from an established state. T-Server automatically returns the agent to the Ready
state at the end of a timed ACW period. The agent must return to the Ready
state manually when the ACW period is untimed.
Events and T-Server indicates the expected amount of ACW for an agent in
Extensions EventEstablished using the extension WrapUpTime. It is not indicated in
EventRinging because the value may change between call ringing and call
answer. Untimed ACW is indicated by the string value untimed, otherwise the
value indicates the expected ACW period in seconds.
T-Server reports ACW using EventAgentNotReady with workmode = 3
(AgentAfterCallWork) and indicates the amount of ACW it will apply using the
Extensions attribute WrapUpTime.
T-Server sends the EventNotReady(ACW) before the EventReleased at the end of
the business call.
Emulated ACW Period

The amount of emulated ACW that T-Server applies (when required) after a
business call is determined by the value set in the configuration option wrap-
up-time.
The untimed-wrap-up-value configuration option determines which specific
integer value of wrap-up-time indicates untimed ACW. To specify untimed
ACW in request Extensions or UserData, you should use the string untimed
instead. All positive integer values are treated as indicating timed ACW (in
148 Framework 8.1

seconds). For backwards compatibility, the default value of untimed-wrap-

up-value is 1000.
Note: Changing the value of untimed ACW can affect the interpretation of
all integer values of the wrap-up-time configuration option in
Configuration Manager. If the value is lowered, it may change timed
ACW to untimed, or disable ACW altogether. If the value is raised, it
may change untimed, or disabled ACW to timed ACW. The use of the
new option (string) value untimed is encouraged where possible to
minimize the impact of any future changes to the value of the
configuration option, untimed-wrap-up-value.
Pending ACW
An agent can request emulated ACW, or override the period of (emulated)
ACW to be applied to themselves, while on an established call. T-Server
applies the emulated ACW when the call is released. The agent sends
TAgentReady with workmode = 3 to request pending ACW while on an
established call. The Extensions attribute, WrapUpTime, indicates the amount of
ACW that T-Server applies, using the following parameters and rules:
• Extensions missing—request is rejected
• Value = 0—ACW is disabled
• Value greater than 0—period of timed ACW in seconds
• Value = untimed—untimed ACW
If the request is successful, T-Server sends EventAgentReady with workmode = 3
(ACW). T-Server also indicates that the agent is in a pending ACW state by
adding the Extensions attribute, ReasonCode, with the new value PendingACW. It
also indicates the period of ACW to be applied using the Extensions attribute,
WrapUpTime.
An agent may alter the period of pending ACW by sending a new TAgentReady
with workmode = 3, using a different value for the Extensions attribute,
WrapUpTime. If the request is successful, T-Server sends another
EventAgentReady event, indicating the new value in the Extensions attribute,
WrapUpTime.
Note: To enable this feature, the agent desktop the Extensions attribute,
WrapUpTime, must be enabled on the agent desktop.
ACW In Idle
An agent can activate wrap-up time on request when idle, by issuing a
TAgentNotReady with workmode = 3 (AgentAfterCallWork) to request emulated
ACW while idle.

Extending ACW
An agent can request an extension to the amount of emulated ACW for a call
while in emulated ACW or in the legal-guard state.
The agent requests an extension to ACW by sending TAgentNotReady with
workmode = 3 (AgentAfterCallWork). T-Server determines the period of the
extended ACW from the Extensions attribute, WrapUpTime, as follows:
• Value = 0—No change to ACW period, but T-Server reports how much
ACW time remains.
• Value greater than 0—T-Server adds the given number of seconds to the
timed ACW period. Untimed ACW remains unaffected.
• Value = untimed—T-Server applies untimed ACW.
T-Server sends an EventAgentNotReady event with workmode = 3
(AgentAfterCallWork), reporting the newly extended amount of ACW using
the Extensions attribute, WrapUpTime. If the agent was in the emulated legal-
guard state, T-Server places the agent back into emulated ACW state.
The agent may extend the period of ACW as many times as desired. At the end
of the extended timed ACW period, T-Server applies legal guard if any is
configured. No legal guard is applied if the emulated ACW was untimed.
Calls While in Emulated ACW

T-Server’s handling of an agent making or receiving a call while in emulated
ACW is governed by the configuration option, backwds-compat-acw-behavior.
Emulated Legal-Guard Time

T-Server applies emulated legal-guard time for agents before they are about to
be automatically set ready after any period of timed ACW or after the last
business call is released where there is no ACW to be applied. It is a regulatory
requirement in many countries to guarantee that agents have a break of a few
seconds before the next call can arrive. No legal-guard time is applied if the
ACW period was not timed or if the agent is not being placed into the Ready
state.
T-Server reports legal guard using EventAgentNotReady with workmode = 2
(LegalGuard). If an agent requests to be logged out during emulated
legal-guard time, T-Server immediately logs the agent out.
If the agent requests to go to a Not Ready or Ready state during legal-guard
time, T-Server terminates legal guard and transitions the agent to the requested
state. If the agent requests to return to the ACW state, T-Server re-applies legal
guard at the end of ACW, provided that the agent still requires it according to
the above criteria.
The period of legal guard is determined by the legal-guard-time configuration
option.
150 Framework 8.1

HA Synchronization
On startup and link re-establishment, the Hot Standby backup T-Server
requests the primary T-Server to send details of all agents. The primary
T-Server replies with all the information required for switchover, including all
emulated and switch-based data.
From this point on, the primary T-Server also sends a similar synchronization
message whenever an emulated agent’s state changes.
This means that a higher level of synchronization between the two T-Servers is
maintained at all times.
Enabling or Disabling the Emulated Agent Login

The following T-Server configuration options enable or disable the emulated
agent login:
• agent-strict-id
• emulate-login
• emulated-login-state
• sync-emu-acw
Enabling or Disabling the Automatic Agent Logout

The following configuration options enable or disable the automatic logout of
the agent:
• agent-emu-login-on-call
• agent-logout-on-unreg
• agent-logout-reassoc
Enabling or Disabling the Emulated ACW Period

The following configuration options enable or disable the emulated ACW
period functionality:
• untimed-wrap-up-value
• wrap-up-threshold
• wrap-up-time

Chapter 7: Supported T-Server Features Support for Emulated Predictive Dialing
Enabling or Disabling Pending ACW Functionality

The following configuration options enable or disable the pending ACW
functionality:
• emulate-login
• timed-acw-in-idle
Enabling or Disabling the Emulated ACW Functionality

The backwds-compat-acw-behavior configuration option enables or disables the
emulated ACW functionality.
Determining the Period of Legal Guard Time

The legal-guard-time configuration option determines the period of legal
guard time.
Support for Emulated Predictive Dialing

This feature enables Genesys Outbound Contact Server (OCS) to initiate calls
without the use of the Call Progress Detection (CPD) Server and Dialogic
hardware.
Note: This feature is not related to the predictive dialing algorithm OCS uses
to determine when to make the next call. This feature only concerns
the outbound-call mechanism. You cannot use Emulated Predictive
Dialing with Dialogic hardware.
To enable the Predictive Dialing feature in T-Server, you must configure (in
Configuration Layer) a number of devices corresponding to the number of
calls that can be made simultaneously. These devices are available as a pool for
T-Server to use for predictive dialing. They are not associated with any specific
dialing device (ACD Queue or Routing Point). They are configured in Genesys
Configuration Layer with switch-specific type 4.
Because of a small discrepancy in the way the availability of dialing devices is
calculated in T-Server and in OCS, Genesys recommends configuring extra
dialing devices. For example—if you plan to use five dialing devices in a
campaign, configure six dialing devices in T-Server.
Limiting Distribution Time

Many countries forbid, by law, the queuing of more calls than there are
available agents. The law in these countries states that such calls must be
152 Framework 8.1

Chapter 7: Supported T-Server Features Support for Emulated Predictive Dialing
immediately dropped. T-Server does not handle this requirement for the
duration of call distribution. The distribution mechanism must handle it.
If you use Universal Routing Server (URS) to distribute outbound calls to
agents, set the Timeout option in the Strategy Target-Selection object to an
appropriate value—for example, 1 second or 2 seconds.
Note: Your routing strategy is likely to fail if you set the value of Timeout to
0 (zero).
Once outbound calls have been successfully distributed to an agent, use the
value of the configuration option prd-dist-call-ans-time to limit the time
that a call rings on an agent desktop without being answered.
If T-Server has no dialing devices available at the time of a
TMakePredictiveCall request, it attempts to queue the request for the duration
specified in the configuration option, max-pred-req-delay. If a dialing device
becomes available, T-Server makes the call. If not, T-Server rejects the request.
Call Progress Detection

T-Server’s Emulated Predictive Dialing feature does not support call progress
detection (CPD) to the same extent as Dialogic hardware. CPD is limited to
normal switch signaling. In-band CPD is not supported. The following dialing
results are supported:
• Answer
• No Answer
• Busy
• Dropped
• Wrong number (reported as Sit Tone by OC)
• Abandoned
Unsolicited Calls on Predictive Dialing Devices

An unsolicited call on a predictive dialing device is defined as:
• Any call delivered to a predictive dialing device.
• Any call originated without TMakePredictiveCall.
T-Server attempts to clear such unsolicited calls, in order to keep the predictive
dialing device available. For delivered calls, T-Server answers and releases the
call. For originated or established calls, T-Server releases the call.

Chapter 7: Supported T-Server Features Support for No-Answer Supervision
Configuring the Distribution Time

The following configuration options control the distribution time:
• max-pred-req-delay
• prd-dist-call-ans-time
Controlling Unsolicited Call on Predictive Dialing

Devices
The dn-for-undesired-calls configuration option controls the unsolicited calls
on predictive dialing devices functionality.
Support for No-Answer Supervision

This section describes T-Server’s No-Answer Supervision feature.
Agent No-Answer Supervision

This feature provides the following functionality:
• If an agent does not answer a call within a specified timeout, T-Server can
divert the call to a sequence of overflow destinations. Alternatively, you
can configure T-Server to return calls automatically to the last distribution
device.
• If an agent fails to answer a call within a specified timeout, you can
configure T-Server to either log out the agent or set the agent to NotReady to
prevent further calls from arriving.
Extension No-Answer Supervision

The No-Answer Supervision feature includes devices of type Extension. If a
call is not answered on an Extension within a specified timeout, T-Server can
divert the call to a sequence of overflow destinations. Alternatively, you can
configure T-Server to return calls automatically to the last distribution device.
Position No-Answer Supervision

The No-Answer Supervision feature includes devices of type ACD Position. If
a call is not answered on an ACD Position within a specified timeout, T-Server
can divert the call to a sequence of overflow destinations. Alternatively, you
can configure T-Server to return calls automatically to the last distribution
device.
154 Framework 8.1

Chapter 7: Supported T-Server Features Support for No-Answer Supervision
Enabling or Disabling the Agent No-Answer

Supervision Feature
T-Server provides the following three configuration options for defining the
behavior of the Agent No-Answer Supervision feature:
• agent-no-answer-action
• agent-no-answer-overflow
• agent-no-answer-timeout

Supervision Feature for Devices of type Extension
T-Server provides the following two configuration options for defining the
behavior of No-Answer Supervision with devices of type Extension:
• extn-no-answer-overflow
• extn-no-answer-timeout

Supervision Feature for Devices of type ACD Positions
T-Server provides the following two configuration options for defining the
behavior of No-Answer Supervision with devices of type ACD Position:
• posn-no-answer-overflow
• posn-no-answer-timeout

Supervision Feature for Device-Specific Overrides
T-Server provides the following three configuration options with which you
can configure device-specific overrides for individual devices. You set the
values for these options on the Annex tab of the TServer section of the
individual device in the Framework Configuration Layer. These are the
options:
• no-answer-action
• no-answer-overflow
• no-answer-timeout

Chapter 7: Supported T-Server Features Support for Smart OtherDN Handling
Extension Attributes for Overrides for Individual Calls

For all of the No-Answer Supervision options, you can specify the
corresponding Extensions attribute in TRequestRouteCall, to override the
configured value for individual calls. This method allows the no-answer
behavior to be determined in a routing strategy. The following are the three
Extensions attributes:
• NO_ANSWER_ACTION
• NO_ANSWER_OVERFLOW
• NO_ANSWER_TIMEOUT

Supervision Feature for Private Calls
T-Server provides the following configuration option for applying No-Answer
Supervision to private calls:
—nas-private

Supervision Feature for Recall Scenarios
T-Server provides the following configuration option to enable or disable No-
Answer Supervision for recall scenarios:
—recall-no-answer-timeout

Supervision Feature for Reporting
T-Server provides the following configuration option to enable or disable No-
Answer Supervision for reporting:
—nas-indication
Support for Smart OtherDN Handling

For T-Server clients that provide the Agent ID value as the OtherDN in requests
to T-Server, T-Server can convert this OtherDN value using its knowledge of the
association between the Agent ID and the DN to ensure the correct execution
of the request by the switch. For switches expecting an Agent ID in the place
of a DN for a particular operation, T-Server can convert the OtherDN value
supplied by client to the Agent ID that the switch expects.
156 Framework 8.1

Chapter 7: Supported T-Server Features Support for Smart OtherDN Handling
T-Server provides the following two configuration options to enable and
disable Smart OtherDN Handling.
Configuration • convert-otherdn
Options
• vto-onhook-dly
Extensions Key T-Server provides an Extensions attribute key, ConvertOtherDN, to enable this
feature to be applied on a call-by-call basis.
Supported Requests
Table 14 shows the requests that assume the use of the OtherDN value as a
switch directory number, and can therefore support Smart OtherDN Handling.
Table 14: Requests That Support Smart OtherDN Handling
TRequest Meaning of AgentID-to-DN Reserved DN

OtherDN Conversion Conversion
Attribute
TMakeCall Call destination Yes Yes
TMakePredictiveCalla Call destination Yes Yes
TRedirectCall New destination for Yes Yes

call
TInitiateTransfer Call destination Yes Yes
TMuteTransfer Call destination Yes Yes
TSingleStepTransfer New destination for Yes Yes

call
TInitiateConference Call destination Yes Yes
TSingleStepConference New destination for No No

call
TDeleteFromConference Conference member Yes Yes

to be deleted
TListenDisconnect Request target No No
TListenReconnect Request target No No
TCallSetForwardb Request target Yes Yes

Chapter 7: Supported T-Server Features Support for Keep-Alive Feature
Table 14: Requests That Support Smart OtherDN Handling (Continued)
TRequest Meaning of AgentID-to-DN Reserved DN

OtherDN Conversion Conversion
Attribute
TGetAccessNumberc DN for which No No

Access Number is
requested
TSetCallAttributesc Not specified No No
TReserveAgentAndGet DN for which No No

AccessNumberc Access Number is
requested
TMonitorNextCall Agent DN to be No Not applicable

monitored
TCancelMonitoring Agent DN that was No Not applicable

monitored
TRouteCalld New destination for

call
• RouteTypeUnknown Yes Yes
• RouteTypeDefault Yes Yes
• RouteTypeOverwriteDNIS Yes Yes
• RouteTypeAgentID No No
a. TMakePredictiveCall assumes that the directory number should be outside the switch; however, this
request could also support Smart OtherDN Handling.
b. TCallSetForward has a separate flag in the configuration option for enabling conversion.
c. T-Server cannot intercept these requests.
d. Only the listed route types are applicable for OtherDN conversion.
Support for Keep-Alive Feature

T-Server may not always receive timely notification when the CTI link stops
functioning. In order for T-Server to detect link failure and initialize alarm and
recovery procedures, T-Server usually needs to actively check the link’s
integrity. This is referred to as Keep-Alive or “KPL” functionality.
Keep-alive functionality involves sending a KPL request which elicits either a
positive or negative response from the CTI link. The responses are counted in
158 Framework 8.1

Chapter 7: Supported T-Server Features Support for Call Type Prediction
four cumulative counters. If the relevant counter reaches the maximum

configured limit, T-Server either:
• Decrements the relevant warning/failure KPL tolerance counter
• Attempts to reconnect to the link
• Sends a warning message to Message Server
The following configuration options are available in the Link-Control section
of T-Server:
• kpl-interval sets the interval timer for KPL requests.
• kpl-tolerance sets the threshold at which T-Server either attempts to
reconnect to the link or issues a warning message.
Support for Call Type Prediction

T-Servers use CTI-provided information to assign a call type to a call. On
occasions when the CTI information is either insufficient or arrives too late for
T-Server to assign a definite call type, T-Server can use a call type prediction
procedure to assign a call type on a “best possible guess” basis.
Table 15 shows how T-Server assigns call types in different scenarios.
Table 15: Call Type Prediction
Call Direction/ External Internal Unknown

OtherDN
Incoming CallTypeInbound CallTypeInternal CallTypeUnknown
Outgoing CallTypeOutbound CallTypeInternal CallTypeUnknown
The call-type-by-dn configuration option enables or disables the call type
prediction feature.

Chapter 7: Supported T-Server Features Support for Call Release Tracking
Support for Call Release Tracking

T-Server provide information about which party initiated the release of a call.
This can be valuable for different applications to provide historical and real-
time call reporting.
The following T-Library SDK call models can be reported in this way:
• Normal call release
• Abnormal call release
• Call release from a conference
• Rejection of an alerting call
• Release for a failed or blocked call to a busy destination
DN-Based Reporting
In DN-based reporting, information about the call release initiator will be
reported in the AttributeExtension using extension key ReleasingParty in
EventReleased and EventAbandoned events, when those events are distributed.
One of the following values will be reported in the ReleasingParty key:
• Local—The call is released because the ThisDN value in the EventReleased
was requesting the release.
• Remote—The call is released because the other party (which is remote to
ThisDN) in the EventReleased or EventAbandoned events was requesting
release operation.
• Unknown—The call is released, but T-Server cannot determine the release
initiator.
Call-Based Reporting
Independently of DN-based reporting, T-server provides the call release
initiator in AttributeCtrlParty for EventCallPartyDeleted and
EventCallDeleted events. For scenarios where T-Server cannot provide the
release initiator, AttributeCtrlParty will not appear in event reporting.
T-Server will provide AttributeCtrlParty reporting (for the party that initiated
the call release) either:
• When the call is released using a GCTI request and T-Server is aware of
the result of the requested operation, or;
• When the PBX CTI protocol provides reliable information about the
identity of party that released.
160 Framework 8.1

Chapter 7: Supported T-Server Features Support for Failed Route Notification
T-Server provides the releasing-party-report configuration option to enable
or disable the Call Release Tracking feature.
Support for Failed Route Notification

When this feature is enabled, a failed route timer is set using the interval
defined in the route-failure-alarm-period configuration option. Each
routing failure reported during this period is added to a counter. If this counter
exceeds a “high water mark” threshold value defined by the route-failure-
alarm-high-wm configuration option, T-Server sets a route failure alarm
condition, and resets the counter.
The alarm condition is cleared when fewer route failures than configured in the
route-failure-alarm-low-wm configuration option are recorded and there is
also no more than the number of route failures configured in route-failure-
alarm-high-wm in one complete period (configured in route-failure-alarm-
period).
Setting the value of the route-failure-alarm-period configuration option to 0
(zero) disables the feature.
HA Considerations
Only the primary T-Server maintains the failed routing counter. The backup T-
server will not run the route-failure-alarm-period timer, and so keeps the
routing failure alarm in the canceled state.
On switchover from primary role to backup role, T-Server stops the route-
failure-alarm-period timer and clears any alarm internally, without sending
any LMS message.
On switchover from backup role to primary role, T-Server starts the route-
failure-alarm-period timer and starts counting route requests and routing
failures.
The following configuration options control the Failed Route Notification
feature:
• route-failure-alarm-high-wm
• route-failure-alarm-low-wm
• route-failure-alarm-period

Chapter 7: Supported T-Server Features Support for Link Bandwidth Monitoring
Support for Link Bandwidth Monitoring

T-Server provides bandwidth monitoring on a CTI link and can notify the
Genesys Management Layer when Configuration Layer limits are exceeded.
When configured high or low thresholds are reached, T-Server sends alarm
messages LINK_ALARM_HIGH LMS or LINK_ALARM_LOW LMS, as appropriate.
High and Low Watermarks

The configuration option, link-alarm-high, specified as a percentage of the
max-bandwidth value, defines an upper threshold bandwidth value which when
breached raises a LINK_ALARM_HIGH LMS message.
The configuration option, link-alarm-low, specified as a percentage of the
max-bandwidth value, defines a lower threshold bandwidth value which when
breached raises a LINK_ALARM_LOW LMS message.
Alarm Set Algorithm

T-Server measures requests sent to the CTI link and whenever there is a 99.7%
probability that a high or low watermark threshold has been crossed, an
appropriate LMS message is generated.
If the value for the configuration option, link-alarm-high, is set to 0 (zero), no
high alarm is generated.
Notes: A high or low watermark LMS message is only generated when there
is at least a 99.7% probability that the requisite threshold has been
crossed. Therefore, if the value for link-alarm-low is set to 0 (zero),
it cannot be crossed and no low alarm can be generated. Since a
subsequent high alarm LMS message will only be generated after a
low watermark message, no further alarms can be raised.
LMS Messages
High alarm
STANDARD Link bandwidth: %d1 requests per second exceeds alarm
threshold %d2 requests per second on CTI link ID %d3
Attributes:
%d1 represents estimated requests rate
%d2 represents link-alarm-high * max_bandwidth / 100
%d3 represents the CTI Link ID
162 Framework 8.1

Chapter 7: Supported T-Server Features Support for Link Bandwidth Monitoring
Low alarm
STANDARD Link bandwidth: %d1 requests per second dropped below alarm
threshold %d2 requests per second on CTI link ID %d3
Attributes:
%d1 represents estimated requests rate
%d2 represents link-alarm-low * max_bandwidth / 100
%d3 represents the CTI Link ID
Notes: • Setting the link-alarm-low option to a value of 0 (zero) will not

create a link alarm low LMS message. The link bandwidth must
drop below the set low alarm level in order to create the low
watermark message. For a high watermark, the bandwidth recorded
must exceed the set high alarm watermark to create the high
watermark LMS message. The consequence of setting the low
alarm watermark to 0 (zero) is that T-Server will only generate one
high watermark LMS message since a low watermark LMS
message is never created. Therefore, T-Server will remain in high
watermark alarm state indefinitely and never generate a subsequent
LMS high watermark message.
• If the value of the link-alarm-low configuration option is set to a
value higher than the value of the link-alarm-high configuration
option, then the two values are swapped. However, the values are
not swapped if either value is set to 0 (zero).
The LinkLoad key of the Extensions attribute has been introduced for the link
bandwidth feature. See the description of the Extensions key on page 181.
HA Considerations
If the primary T-Server is at the high watermark prior to a switchover, its state
is not transferred to the backup T-Server.
The following configuration options control the Link Bandwidth Monitoring
feature:
• link-alarm-high
• link-alarm-low
• use-link-bandwidth

Chapter 7: Supported T-Server Features Support for Account Codes
Support for Account Codes

T-Server distinguishes between two situations for the Account Code feature:
• Account codes that are entered during a call or during ACW when the
released call is left are treated as account codes.
• Account codes that are entered while the agent is idle are interpreted as
walk-away codes.
Any account codes entered during a call are treated by T-Server as call account
codes. T-Server reports such account codes using attached user-data with
configurable keys. Optionally, T-Server can report an account code as an
Extensions attribute key, instead of UserData, to minimize interference with
the other components, such as ISCC and other user applications.
While Call Concentrator can pick up event Extensions the same as the
UserData, Stat Server can only work with the UserData.
Indexing by Key Name

In scenarios where multiple account codes are required, it is possible to turn on
key name indexing. When indexing is enabled, T-Server should attach each
subsequent account code and increment the index part of the key.
The index is an incremental integer attached to the configured key name after
an underscore, starting with 1 (for example—AccountCode_1, AccountCode_2,
and so on). T-Server only attaches unique codes that are not yet attached.
T-Server keeps non-indexed key (for example—AccountCode) updated with the
last received value irrespective of whether indexing is enabled or not.
In case multiple calls exist on the device, T-Server attaches the code to the last
active call. For this reason, T-Server has to keep a historically ordered stack of
active calls on the device so that last active call can be easily and reliably
identified.
The data key name is set by the configuration option, accode-name. If the
configured name is different from AccountCode, the name for multiple account
codes is also changed and represented as "<value of "accode-name">_<N>".
Entering Account Codes Manually

If account codes are entered manually on the phoneset (or by some means
other than a CTI request from T-Server), T-Server verbosely attaches the user-
data key under the configured name to the call. This user-data appears in all
subsequent call related events on all devices that are involved in the call. If
Extensions are chosen as the account code holder, these are reported with the
next call-related event.
Note: If the configuration option, accode-data, is set to any value other than
udata, then T-Server does not attach account codes to the user data.
164 Framework 8.1

Entering Account Codes by CTI Request

Explicit attaching of account codes by CTI request (Attach/Update UserData) is
supported. You are responsible for setting the correct key as configured.
When T-Server receives such a CTI request, it sends this account code to the
PBX for the requested DN after the requested call function is complete, and
only for the requested DN. In this case, T-Server immediately replies with an
EventAttachedDataChanged as event user-data is handled by the T-Server
common part, and this event is sent automatically. T-Server suppresses
reporting of any associated acknowledgment or error from the PBX.
Setting Keys in Call-Related Requests

T-Server allows these keys to be set in any call-related request that supports
UserData (for example—TMakeCall with UserData), or in the Extensions
attribute of any call-related request. If such a request is received, T-Server
reports the account code as normal and additionally, it sends the account code
to the PBX as soon as the call request to the PBX is successfully completed.
T-Server suppresses reporting of any associated acknowledgment or error from
the PBX. T-Server does not proceed with the account code update, if the
original call-related request fails.
In scenarios using TReleaseCall, TRedirectCall, TRouteCall,
TSingleStepTransfer, and TCompleteTransfer, T-Server attaches the account
code first, and then performs a call release or transfer. This is because there is no
chance to report, or maybe even attach, the account code after the call is released
or transferred. When using TMuteTransfer, T-Server attaches the account code
after the EventDialing event, if the dial-out was successful.
Notes: • It is not possible to set a call associated account code for a call until
the call has been initiated.
• It is not possible to set a call associated account code for a finished
call after the call has been released.
T-Server can use the Call Locking feature as described in the Call
Concentrator 7 Reference Guide. When locking is enabled, T-Server locks the
call before the EventReleased event, if the call is to be retained, and unlocks it
as soon as the released call is deleted, for instance, at the end of ACW or when
the new call is initiated or received.
T-Server sends an EventUserEvent message immediately upon receipt of an
account code from the PBX. It is possible to set an account code by CTI during
this phase as described above using a TUpdateUserData request or a
TPrivateService request.

The following configuration options and Extensions attribute key enable T-
Server to keep connection IDs alive after a call is released, if there is automatic
ACW. This allows agents to enter call-related account codes during the ACW
phase:
Configuration • accode-data
Options
• accode-name
• accode-privateservice
• acw-retain-call
• acw-retain-lock
Extensions Key The default Extensions attribute key is AccountCode.
Walk-Away Codes
Any account code entered while an agent is idle and not-ready is treated by T-
Server as a walk-away code. T-Server reports these walk-away codes using an
EventAgentNotReady event with the predefined Extensions attribute key
ReasonCode in the AttributeExtensions field.
Examples of Different Walk-Away Scenarios

1. Idle and Ready agent:
If the account code is entered manually on the phoneset while the agent is
idle and in the Ready state, T-Server either ignores this event from the PBX
or reports it using a TPrivateService request.
2. Idle and Not-Ready agent:
 If the account code is entered manually on the phoneset while an agent
is in the Not-Ready state, T-Server resends an EventAgentNotReady event
with the Extensions attribute key ReasonCode.

If an agent who is ready sends a TAgentNotReady with the Extensions
attribute key ReasonCode in the AttributeExtension field, T-Server
immediately sets the agent to the NotReady state and sets the account
code on the PBX. T-Server acknowledges the request by sending an
EventAgentNotReady event with the corresponding AttributeExtension.
 If an idle and not-ready agent sends a TAgentNotReady request with the
Extensions attribute key ReasonCode , T-Server only sets the account
code on the PBX and reports the EventAgentNotReady event with the
corresponding AttributeReason. T-Server does not change the actual
agent state on the PBX in this case.
166 Framework 8.1

Chapter 7: Supported T-Server Features Request Handling Enhancements
Account Code as a Private Event/Service

You can set and report account code using a TPrivateService request and a
EventPrivateInfo event. The Extensions attribute should contain the account
code in question, reported or requested. An account code can only be set
through the CTI on an established call.
Currently, T-Server uses the same ID (51971) for the request and event. The
Extensions attribute name is defined by the configuration option, accode-name.
Request Handling Enhancements

T-Server provides two major enhancements to queue handling: request conflict
resolution and a new device queue.
Requests submitted by different clients are treated no differently to requests
submitted by the same client. For this reason, having multiple clients
controlling the same device can result in unexpected behavior.
Note: While this configuration is supported, it should be recognised that

there is no special handling for multiple clients.
The following configuration options control the request handling
enhancements:
• call-rq-gap
• device-rq-gap
• max-outstanding
• rq-conflict-check
• rq-gap
T-Library Functionality
Table 16 presents T-Library functionality supported in the T-Server for
Siemens HiPath 4000 CSTA III. The table entries use these notations:
N—Not supported
Y—Supported
I—Supported, but reserved for Genesys Engineering
E—Event only supported
In Table 16, when a set of events is sent in response to a single request, the
events are listed in an arbitrary order. An asterisk (*) indicates the event that

Chapter 7: Supported T-Server Features T-Library Functionality
contains the same Reference ID as the request. For more information, refer to
the Genesys Events and Models Reference Manual and the Voice Platform SDK
8.x .NET (or Java) API Reference.
Table 16 reflects only that switch functionality used by Genesys software and
might not include the complete set of events offered by the switch.
Certain requests in Table 16 are reserved for Genesys Engineering and are
listed here merely for completeness of information.
Notes describing specific functionality appear at the end of a table.
Table 16: Supported T-Library Functionality
Feature Request Request Subtype Corresponding Event(s) Supported
General Requests
TOpenServer EventServerConnected Y
TOpenServerEx EventServerConnected Y
TCloseServer EventServerDisconnected Y
TSetInputMask EventACK Y
TDispatch Not Applicable Y
TScanServer Not Applicable Y
TScanServerEx Not Applicable Y
Registration Requests
TRegisterAddress EventRegistered Y
TUnregisterAddress EventUnregistered Y
Call-Handling Requests
TMakeCall Regular EventDialing Y
DirectAgent N
SupervisorAssist N
Priority N
DirectPriority N
TAnswerCall Y
TReleaseCall EventReleased Y
TClearCall EventReleased N
168 Framework 8.1

Table 16: Supported T-Library Functionality (Continued)
THoldCall EventHeld Y
TRetrieveCall EventRetrieved Y
TRedirectCalla EventReleased Y
TMakePredictiveCall EventDialing* Y
EventQueued
Transfer/Conference Requests
TInitiateTransfer EventHeld Y
EventDialing*
TCompleteTransfer EventReleased* Y
EventPartyChanged
TInitiateConference EventHeld Y
EventDialing*
TCompleteConference EventReleased* Y
EventRetrieved
EventPartyChanged
EventPartyAdded
TDeleteFromConference EventPartyDeleted* Yb
EventReleased
TReconnectCall EventReleased, Y
EventRetrieved*
TAlternateCall EventHeld* Y
EventRetrieved
TMergeCalls ForTransfer EventReleased* N

EventPartyChanged
ForConference EventReleased* N
EventRetrieved
EventPartyChanged
EventPartyAdded
TMuteTransfer EventHeld, EventDialing* Y

EventReleased
EventPartyChanged
TSingleStepTransfer EventReleased* Y
EventPartyChanged

TSingleStepConference EventRinging* N
EventEstablished
Call-Routing Requests
TRouteCall Unknown EventRouteUsed Y
Default Y
Label N
OverwriteDNIS Y
DDD Y
IDDD Y
Direct Y
Rejectc Y
Announcement N
PostFeature N
DirectAgent N
Priority N
DirectPriority N
AgentID N
Call-Treatment Requests
TApplyTreatment Unknown (EventTreatmentApplied + N

EventTreatmentEnd)/Event
TreatmentNotApplied
IVR N
Music N
RingBack N
Silence N
Busy N
CollectDigits N
170 Framework 8.1

TApplyTreatment (cont.) PlayAnnouncement (EventTreatmentApplied + N

EventTreatmentEnd)/Event
PlayAnnouncementAnd- TreatmentNotApplied N
Digits
VerifyDigits N
RecordUserAnnouncement N
DeleteUserAnnouncement N
CancelCall N
PlayApplication N
SetDefaultRoute N
TextToSpeech N
TextToSpeechAndDigits N
FastBusy N
RAN N
TGiveMusicTreatment EventTreatmentApplied N
TGiveRingBackTreatment EventTreatmentApplied N
TGiveSilenceTreatment EventTreatmentApplied N
DTMF (Dual-Tone Multifrequency) Requests
TCollectDigits EventDigitsCollected N
TSendDTMFd EventDTMFSent Y
Voice-Mail Requests
TOpenVoiceFile EventVoiceFileOpened N
TCloseVoiceFile EventVoiceFileClosed N
TLoginMailBox EventMailBoxLogin N
TLogoutMailBox EventMailBoxLogout N
TPlayVoice EventVoiceFileEndPlay N

Agent & DN Feature Requests
TAgentLogin WorkModeUnknown EventAgentLogin Y
ManualIn Y
AutoIn/Legal Guard Y
AfterCallWork Y
AuxWork Y
Walk Away Y
Return Back Y
NoCallDisconnect N
TAgentLogout EventAgentLogout Y
TAgentSetIdleReason EventAgentIdleReasonSet N
TAgentSetReady EventAgentReady Y
TAgentSetNotReady WorkModeUnknown EventAgentNotReady Y
ManualIn Y
AutoIn/Legal Guard Y
AfterCallWork Y
AuxWork Y
Walk Away Y
Return Back Y
NoCallDisconnect N
TMonitorNextCall OneCall EventMonitoringNextCall N
AllCalls N
TStartCallMonitoring EventStartCallMonitoring Y
TStopCallMonitoring EventStopCallMonitoring Y
TCancelMonitoring EventMonitoringCanceled N
172 Framework 8.1

TCallSetForward None EventForwardSet N
Unconditional Y
OnBusy Y
OnNoAnswer Y
OnBusyAndNoAnswer N
SendAllCalls N
TCallCancelForward None EventForwardCancel N
Unconditional Y
OnBusy Y
OnNoAnswer Y
OnBusyAndNoAnswer N
SendAllCalls N
TSetMuteOff EventMuteOff N
TSetMuteOn EventMuteOn N
TListenDisconnect EventListenDisconnected N
TListenReconnect EventListenReconnected N
TSetDNDOn EventDNDOn Y
TSetDNDOff EventDNDOff Y
TSetMessageWaitingOn EventMessageWaitingOn Y
TSetMessageWaitingOff EventMessageWaitingOff Y
Query Requests
TQuerySwitch DateTime EventSwitchInfo N
ClassifierStat N
TQueryCall PartiesQuery EventPartyInfo N
StatusQuery Y

TQueryAddress AddressStatus EventAddressInfo Y
MessageWaitingStatus N
AssociationStatus N
CallForwardingStatus N
AgentStatus Y
NumberOfAgentsInQueue Y
NumberOfAvailableAgents- Y
InQueue
NumberOfCallsInQueue Y
AddressType Y
CallsQuery Y
SendAllCallsStatus N
QueueLoginAudit N
NumberOfIdleTrunks N
NumberOfTrunksInUse N
DatabaseValue N
DNStatus Y
QueueStatus Y
TQueryLocation AllLocations EventLocationInfoe I
LocationData I
MonitorLocation I
CancelMonitorLocation I
MonitorAllLocations I
CancelMonitorAllLocations I
TQueryServer EventServerInfo Y
174 Framework 8.1

User-Data Requests
TAttachUserData EventAttachedDataChanged Y
TUpdateUserData EventAttachedDataChanged Y
TDeleteUserData EventAttachedDataChanged Y
TDeleteAllUserData EventAttachedDataChanged Y
ISCC (Inter-Server Call Control) Requests
TGetAccessNumber EventAnswerAccessNumber I
TCancelReqGetAccess- EventReqGetAccessNumber I
Number Canceled
Special Requests
TReserveAgent EventAgentReserved I
TSendEvent EventACK I
TSendEventEx EventACK I
TSetCallAttributes EventCallInfoChanged Y
TSendUserEvent EventACK Y
TPrivateService EventPrivateInfo Y
TCopyEvent Y
TFreeEvent Y
Network Requestsf
TNetworkConsult EventNetworkCallStatus Y
TNetworkAlternate EventNetworkCallStatus Y
TNetworkTransfer EventNetworkCallStatus Y
TNetworkMerge EventNetworkCallStatus Y
TNetworkReconnect EventNetworkCallStatus Y
TNetworkSingleStep- EventNetworkCallStatus Y
Transfer

Chapter 7: Supported T-Server Features Support for Agent Work Modes
TNetworkPrivateService EventNetworkPrivateInfo Y
ISCC Transaction Monitoring Requests
TTransactionMonitoring EventACK Y
EventTransactionStatus E
a. The switch rejects TRedirectCall for calls distributed through a Hunt Group.
b. You can delete only yourself from a conference. You cannot delete any other parties.
c. Starting in release 7.6, the subtype Reject no longer requires the SupervisedRoute = 1 Extension to clear the
call, because T-Server intelligently clears the call in the best manner for the switch.
d. The CSTA III GenerateDigits service request is acknowledged immediately by CAP, and no events follow
when the digits are actually sent. Therefore, T-Server generates EventDTMFSent as soon as the request is ac-
knowledged, not when generation of digits is complete. T-Server client applications should work out the
time required for service completion based on the digits’ string length and tone/pulse duration.
e. Two subtypes are supported by EventLocationInfo: LocationMonitorCanceled and InfoAllLocationsMonitor-
Canceled.
f. All T-Servers support NAT/C requests with AttributeHomeLocation, provided that this attribute identifies a
network location that is capable of processing such requests.
Support for Agent Work Modes

Table 17 indicates the types of agent work modes that T-Server for Siemens
HiPath 4000 CSTA III supports.
Table 17: Supported Agent Work Modes
Agent Work Mode Type Feature Request Supported
AgentWorkModeUnknown TAgentLogin Y
TAgentSetReady
TAgentSetNotReady
AgentAfterCallWork TAgentSetNotReady Y
176 Framework 8.1

Chapter 7: Supported T-Server Features Use of the Extensions Attribute
Use of the Extensions Attribute

The T-Server for the Siemens HiPath 4000 switch supports the use of the
Extensions attribute as documented in the Genesys Events and Models
Reference Manual and the Voice Platform SDK 8.x .NET (or Java) API
Reference.
Additionally, the Extensions described in Table 18 are also supported.
Table 18: Use of the Extensions Attribute
Extension Used In Description
Key Type
NO_ANSWER_TIMEOUT string TRouteCall If set, the value of this key

overrides any value set in any of
the following configuration
options for the current call:
• no-answer-timeout
• agent-no-answer-timeout
• extn-no-answer-timeout
• posn-no-answer-timeout
NO_ANSWER_ACTION string TRouteCall If set, the value of this key

overrides any value set in any of
the following configuration
• no-answer-action
• agent-no-answer-action
NO_ANSWER_OVERFLOW comma- TRouteCall If set, the value of this key

separated overrides any value set in any of
list the following configuration
• no-answer-overflow
• agent-no-answer-overflow
• extn-no-answer-overflow
• posn-no-answer-overflow
SUPERVISED_ROUTE string TRouteCall Overrides the value of the

configuration option,
supervised-route-timeout, for
individual calls.

Table 18: Use of the Extensions Attribute (Continued)
Key Type
GCTI_CSTA_ACCOUNT_ string EventPrivateEvent Reports or provides Account

INFO TMakeCall Information and Authorization
GCTI_CSTA_AUTH_CODE TMakePredictiveCall Code to/from relevant CSTA III
TSingleStepTransfer events and services.
TInitiateTransfer
TInitiateConference
TMuteTransfer
GCTI_AUTO_ORIGINATE integer TMakeCall Specifies whether to ring the

string phone before proceeding with the
call set-up. A value of 0 (zero)
disables this feature, and
therefore, means that the phone is
rung. Any other integer makes T-
Server attempt to auto-originate
the call. Cannot be used with
analog devices.
origination integer TSetDNDOn Specifies the origination of calls

TSetDNDOff that have to be barred:
0—Default
1—Internal
2—Inbound
3—Both internal and inbound
Note: CAP 1.0 does not support
this parameter.
caller-1, caller-2... string TSetDNDOn Each Extensions attribute

TSetDNDOff represents a call number, calls
from which are to be barred.
this parameter.
device string TSetMessageWaitingOn Parameter deviceforMessage for

TSetMessageWaitingOff CSTA
setMessageWaitingIndicator
operation.
rotary integer TSendDTMF Selects Rotary Digits mode if the

Extensions attribute is not 0
(zero).
this parameter.
178 Framework 8.1

Key Type
tone_duration integer TSendDTMF Duration of the DTMF tone, in

milliseconds. Not applicable to
rotary pulse.
pulse_rate integer TSendDTMF Rotary pulse rate, in pulses per

second. Not applicable to DTMF.
pause_duration integer TSendDTMF Duration of the pauses between

digits (interdigit delay).
ConvertOtherDN string See “Support for Smart A value of 0 disables all

OtherDN Handling” on conversions for the call.
page 156. A value of 1 forces the relevant
conversion for the call.
SwitchSpecificType string TRegisterAddress Defines the switch-specific type

of a DN that is not configured in
Configuration Manager.
EmulateLogin string TAgentLogin If set to a value of yes, T-Server

performs an emulated login. If set
to a no, T-Server attempt a real
login.
EmulateLogin string EventAgentLogin A value of yes indicates that the

EventAddressInfo T-Server has performed an
EventRegistered emulated login.
WrapUpTime integer TAgentLogin Specifies the amount of emulated

wrap-up time (in seconds)
allocated to this agent at the end
of a business call. This value is
effective for the duration of this
login’s agent session. It can be
overridden by the value in the
WrapUpTime Extensions attribute
in TAgentNotReady.
WrapUpTime integer TAgentNotReady Specifies the amount of emulated

wrap-up time (in seconds)
allocated to this agent at the end
of a business call. This value is
effective only for the lifespan of
this request.

Key Type
BusinessCallType string or TMakeCall Specifies the call business type to

integer TInitiateTransfer be used by TServer for the new
call or the answering party. Valid
TMuteTransfer values are:
TInitateConference 0/private—Private call
TMakePredictiveCall 1/business—Business call
TAnswerCall 2/work—Work-related call
TRouteCall
AgentLogoutOnUnregister string TAgentLogin Specifies whether the T-Server

TRegisterAddress performs an automatic logout of
an agent whenever their client
application unregisters its DN
from the T-Server.
true—the T-Server will logout
emulated and native agents on
unregister
false—the T-Server will not
logout emulated or native agents
on unregister
emu-only—the T-Server will
logout emulated agents only on
unregister.
AssociateClientWithLogin boolean TAgentLogin Specifies whether the client

TRegisterAddress should be associated with the
agent session.
AssociateClientWithLogin boolean EventAgentLogin Specifies that the client has been

EventRegistered associated with the agent session.
EventPrivateInfo
AgentEmuLoginOnCall boolean TAgentLogin Specifies whether the T-Server

TAgentLogout allows an emulated agent login or
logout from a device where there
is a call in progress.
LegalGuardTime integer TAgentLogin Specifies the amount of emulated

legal guard time allocated to an
agent at the end of a business
call.
180 Framework 8.1

Key Type
SyncEmuACW integer TAgentLogin Specifies whether the T-Server

synchronizes emulated ACW
and/or legal guard with the
switch for native agents.
ReleasingParty string EventReleased Identifies which party was the

EventAbandoned initiator of the call release.
Possible values are:
1—Local
2—Remote
3—Unknown
LinkLoad integer EventRouteRequest A value of 1—High indicates

that T-Server is in a high
watermark condition. The feature
is disabled if the value of the
use-link-bandwidth option is set
to 0 (zero).
Possible values are:
0—OK
1—High
T-Server Common Part Extensions
sdn-licenses-in-use integer EventServerInfo Specifies how many SDN

licenses are currently in use.
sdn-licenses-available integer Specifies how many SDN

licenses are currently available.

Chapter 7: Supported T-Server Features Private Services and Events
Private Services and Events

Table 19 describes private services and events.
Table 19: Private Services and Events
Function Switch Function Synopsis Description
PrivateEvent CallInformationEvent Account Code or CallInformationEvent received from

AccountInfo(1) Authorization Set the switch. Extensions attributes
GCTI_CSTA_ACCOUNT_INFO and
GCTI_CSTA_AUTH_CODE contain the
relevant information.
DialDigits(0, 516) Dial Digits Overlap dialing Invokes switch function Dial Digits for
overlap (partial number) dialing. May
be used to invoke function codes such
as call monitoring. An originating call
has to be initiated beforehand by lifting
a handset or dialing partial number
using the Make Call function with
Auto-Originate.
The digits to dial have to be passed
with the request as Extensions
attribute digits.
SetDisplay(1) Set Display Display text Displays text on the telephone set
display for a few seconds. The text to
display has to be provided with this
request in the Extensions attribute
text.
PrivateEvent Reports ringback Reports ringback of a held call. The

Ringback (500) Genesys call model does not allow
state transition from Held to Ringing,
so ringback is reported using a private
event.
PrivateEvent Reports an May report an account code reported

AccountCode account code by the switch, if the configuration
(501) option, accode-privateservice, is
enabled. The code is reported as an
Extensions attribute under the key
name AccountCode.
182 Framework 8.1

Chapter 7: Supported T-Server Features Private Services and Events
Table 19: Private Services and Events (Continued)
Function Switch Function Synopsis Description
RequestSet Service Number (700) Sets the business call type of the
BusinessCall associated call to business.
ThisDN = Agent DN DN of agent connected to call—the

agent is also set to type business (but
there is no change to current NAS or
ACW settings).
Extensions key = Connection ID of the call.

AttributeConnID
EventSet Event Number (510) Sent in response to successful

BusinessCall TSetBusinessCall.
ThisDN = Agent DN DN of agent connected to call
Attribute = Connection ID of the call.

AttributeConnID

Chapter 7: Supported T-Server Features User Data Keys
User Data Keys

The T-Server for the Siemens HiPath 4000 switch supports the use of the user
data keys as presented in Table 20.
Table 20: User Data Keys
Key Type
UU_DATA string TMakeCall If this key is present in either

GCTI_CSTA_CORRELATOR integer TMakePredictiveCall the T-Library request or in the
TSingleStepTransfer user data attached to the call,
binary TInitiateTransfer T-Server passes the attached
TInitiateConference data attached on to the CAP
TMuteTransfer with a corresponding function
All call events request. This enables the switch
to do one of the following:
• Pass the UU data to the
remote switch using trunk
signaling
• Attach the Correlator data to
the local call
The remote T-Server attaches
the UU data to the incoming
call as binary, unless the
configuration option, uui-as-
text, is enabled. Data type
information is not propagated.
Integer values are propagated as
a formatted decimal ASCII
string.
WrapUpTime integer Call-related requests Specifies the amount of

emulated wrap-up time
allocated to all agents at the end
of the business call.
LegalGuardTime integer Call-related requests Specifies the amount of

emulated Legal Guard time
allocated to the agent at the end
of a business call.
184 Framework 8.1

Chapter 7: Supported T-Server Features T-Server Error Messages
T-Server Error Messages

Table 21 presents the complete set of error messages that T-Server distributes
in EventError.
Table 21: T-Server Error Messages
Code Description
T-Server-Defined Errors
40 No additional licenses
41 Client has not registered for DN
42 Resource is already seized
43 Object is already in requested state
50 Unknown error
51 Unsupported operation
52 Internal error
53 Invalid attribute
54 Switch not connected
55 Incorrect protocol version
56 Invalid connection ID
57 Timeout expired
58 Out of service
59 DN not configured in Configuration Manager
71 Invalid called DN
96 Cannot complete conference
97 Cannot initiate transfer
98 Cannot complete transfer
99 Cannot retrieve original signal
100 Unknown cause
105 Information element missing

Table 21: T-Server Error Messages (Continued)
Code Description
109 Link down or bad link specified
111 Too many outstanding requests
118 Requested service unavailable
119 Invalid password
123 DN for association does not exist
128 Invalid DN type for DN registration
132 Invalid link ID
133 Link already established
147 No link responding
148 Facility already enabled
149 Facility already disabled
164 Invalid system command
166 Resource unavailable
168 Invalid origination address
169 Invalid destination request
171 Switch cannot retrieve call
172 Switch cannot complete transfer
173 Switch cannot complete conference
174 Cannot complete answer call
175 Switch cannot release call
177 Target DN invalid
179 Feature could not be invoked
185 Set is in invalid state for invocation
186 Set is in target state
191 Agent ID IE is missing or invalid
186 Framework 8.1

Code Description
192 Agent ID is invalid
202 Another application has acquired the resource
220 No internal resource available
221 Service not available on device
223 Invalid parameter passed to function
231 DN is busy
236 Timeout performing operation
256 API restricted from monitor
259 Invalid password
263 Must be logged on to use this command
302 Invalid DTMF string
323 No answer at DN
380 Interdigit timeout occurred
402 Invalid route address
452 No trunk for outbound calls
477 Invalid Call ID
496 Invalid call state
503 Network failed to deliver outbound call
504 Network rejected outbound call
527 Agent ID already in use
627 Unknown information element detected
700 Invalid login request
701 Invalid logout request
704 Invalid make call request
705 Route request is invalid

Code Description
706 Invalid mute transfer request
708 Invalid initiate transfer request
710 Invalid complete transfer request
711 Invalid retrieve request
712 Cannot find route point in call
717 Agent not logged in
714 Invalid Call_ID
742 Invalid DN
749 Agent already logged in
750 Extension in use
804 Invalid Call_ID
ISCC (Inter Server Call Control) Errors
1000 Invalid or missing server location name
1001 Remote server disconnected
1002 Remote server has not processed request
1004 Remote link disconnected
1005 External routing feature not initiated
1006 No free CDNs
1007 No access number
1008 TCS feature is not initiated
1009 Invalid route type
1010 Invalid request
1011 No primary server was found on location
1012 Location is invalid or missing
1013 Timeout performing requested transaction
188 Framework 8.1

Code Description
1014 No configured access resources are found
1015 No registered access resources are found
1016 Client is not authorized
1017 Invalid transaction type
1018 Invalid or missing transaction data
1019 Invalid location query request
1020 Invalid origin location
Operational Errors
1110 Duplicate invocation (packet missed)
1111 Unrecognized operation (packet transmission error)
1112 Mistyped argument (packet transmission error)
1113 Resource limitation
1114 Initiator releasing
1115 Unrecognized link ID
1116 Unexpected linked response
1117 Unexpected child operation
1120 Unrecognized invocation
1121 Result response unexpected
1122 Mistyped result
1130 Unrecognized invocation
1131 Unexpected error response
1132 Unrecognized error
1133 Unexpected error
1134 Mistyped parameter
1135 ROLM switch RouteSelect failed

Code Description
1140 Generic
1141 Request incompatible with object
1142 Value is out of range
1143 Object not known
1144 Invalid calling device
1145 Invalid called device
1146 Invalid forwarding destination
1147 Request caused privilege violation on device
1148 Request caused privilege violation on called device
1149 Request caused privilege violation on calling device
1150 Invalid call identifier
1151 Invalid device identifier
1152 Invalid CSTA connection identifier
1153 Invalid call destination
1154 Invalid feature requested
1155 Invalid allocation state
1156 Invalid cross-reference identifier
1157 Invalid object type provided in the request
1158 Security violation
State-Incompatibility Errors
1160 Generic
1161 Invalid object state
1162 Invalid connection ID
1163 No active call
1164 No held call
190 Framework 8.1

Code Description
1165 No call to clear
1166 No connection to clear
1167 No call to answer
1168 No call to complete
System Resource–Availability Errors
1170 Generic
1171 Service is busy
1172 Resource is busy
1173 Resource is out of service
1174 Network busy
1175 Network out of service
1176 Overall monitor limit exceeded
1177 Conference member limit exceeded
Subscribed Resource–Availability Errors
1180 Generic
1181 Object monitor limit exceeded
1182 Trunk limit exceeded
1183 Outstanding request limit exceeded
Performance-Management Errors
291 Other telephony operation in prog
1185 Generic
1186 Performance limit exceeded
Security Errors
1190 Unspecified
1191 Sequence number violated

Chapter 7: Supported T-Server Features Integration Notes
Code Description
1192 Timestamp violated
1193 PAC violated
1194 Seal violated
1700 The agent is already reserved by another server
Switch-Routing Errors
1195 Routing timer or delay ringback timer expired
1196 Caller abandoned call
1197 Call successfully routed
1198 Aborted because of RouteSelect resource problem
Network Attended Transfer/Conference Errors
1901 Unexpected request TNetworkConsult
1902 Unexpected request TNetworkAlternate
1903 Unexpected request TNetworkReconnect
1904 Unexpected request TNetworkTransfer
1905 Unexpected request TNetworkMerge
1906 Unexpected request TNetworkSingleStepTransfer
1907 Unexpected request TNetworkPrivateService
1908 Unexpected message
Integration Notes
URS In a single-step transfer from an analog device to an agent, the PBX never
sends a ConnectionCleared event for the analog device, which has to be
physically hung up. This means that using URS and an IVR treatment with the
value of the configuration option transfer_to_agent set to true, leaves the
analog device stuck.
Note: If the single-step transfer is made to a queuing device, then the switch
correctly sends an ConnectionCleared event.
192 Framework 8.1

VTO Chained consultation calls are not supported on analog lines. Also single-step
transfers of the destination of a consultation call from an analog line is not
supported as this affects VTO scenarios where a consultation call is made to a
Routing Point then routed to a VTO port.
If connected to a HiPath 4000 switch, VTServer cannot transfer a consultation
call by a two-step or a single-step transfer.
So, consultation calls to VTO ports must be transferred before VTO transfers
the call.

194 Framework 8.1

Chapter
8 Common Configuration
Options
Unless otherwise noted, the common configuration options that this chapter
describes are common to all Genesys server applications and applicable to any
Framework server component. This chapter includes the following sections:

Setting Configuration Options, page 195
 Mandatory Options, page 196

log Section, page 196

log-extended Section, page 210
 log-filter Section, page 212

log-filter-data Section, page 212

security Section, page 213
 sml Section, page 213

common Section, page 215
 Changes from 8.0 to 8.1, page 215
Note: Some server applications also support log options that are unique to
them. For descriptions of a particular application’s unique log options,
refer to the chapter/document about that application.
Setting Configuration Options

Unless specified otherwise, set common configuration options in the Options
of the Application object, using one of the following navigation paths:
• In Genesys Administrator—Application object > Options tab > Advanced
View (Options)
• In Configuration Manager—Application object > Properties dialog box >
Options tab

Chapter 8: Common Configuration Options Mandatory Options
Warning! Configuration section names, configuration option names, and

predefined option values are case-sensitive. Type them in Genesys
Administrator or Configuration Manager exactly as they are
documented in this chapter.
Mandatory Options
You do not have to configure any common options to start Server applications.
log Section
This section must be called log.
verbose
Default Value: all
Valid Values:
all All log events (that is, log events of the Standard, Trace,
Interaction, and Debug levels) are generated.
debug The same as all.
trace Log events of the Trace level and higher (that is, log events of
the Standard, Interaction, and Trace levels) are generated, but
log events of the Debug level are not generated.
interaction Log events of the Interaction level and higher (that is, log
events of the Standard and Interaction levels) are generated,
but log events of the Trace and Debug levels are not generated.
standard Log events of the Standard level are generated, but log events
of the Interaction, Trace, and Debug levels are not generated.
none No output is produced.
Changes Take Effect: Immediately
Determines whether a log output is created. If it is, specifies the minimum
level of log events generated. The log events levels, starting with the highest
priority level, are Standard, Interaction, Trace, and Debug. See also “Log
Output Options” on page 202.
Note: For definitions of the Standard, Interaction, Trace, and Debug log
levels, refer to the Framework 8.0 Management Layer User’s Guide,
Framework 8.0 Genesys Administrator Help, or to Framework 8.0
Solution Control Interface Help.
buffering
Default Value: true
196 Framework 8.1

Chapter 8: Common Configuration Options log Section
Valid Values:
true Enables buffering.
false Disables buffering.
Turns on/off operating system file buffering. The option is applicable only to
the stderr and stdout output (see page 202). Setting this option to true
increases the output performance.
Note: When buffering is enabled, there might be a delay before log

messages appear at the console.
segment
Default Value: false
Valid Values:
false No segmentation is allowed.
<number> KB or Sets the maximum segment size, in kilobytes. The minimum
<number> segment size is 100 KB.
<number> MB Sets the maximum segment size, in megabytes.
<number> hr Sets the number of hours for the segment to stay open. The
minimum number is 1 hour.
Specifies whether there is a segmentation limit for a log file. If there is, sets the
mode of measurement, along with the maximum size. If the current log
segment exceeds the size set by this option, the file is closed and a new one is
created. This option is ignored if log output is not configured to be sent to a log
file.
expire
Valid Values:
false No expiration; all generated segments are stored.
<number> file or Sets the maximum number of log files to store. Specify a
<number> number from 1–1000.
<number> day Sets the maximum number of days before log files are
deleted. Specify a number from 1–100.
Determines whether log files expire. If they do, sets the measurement for
determining when they expire, along with the maximum number of files
(segments) or days before the files are removed. This option is ignored if log
output is not configured to be sent to a log file.
Note: If an option’s value is set incorrectly—out of the range of valid

values— it will be automatically reset to 10.

keep-startup-file
Valid Values:
false No startup segment of the log is kept.
true A startup segment of the log is kept. The size of the segment
equals the value of the segment option.
<number> KB Sets the maximum size, in kilobytes, for a startup segment of
the log.
<number> MB Sets the maximum size, in megabytes, for a startup segment
of the log.
Changes Take Effect: After restart
Specifies whether a startup segment of the log, containing the initial T-Server
configuration, is to be kept. If it is, this option can be set to true or to a specific
size. If set to true, the size of the initial segment will be equal to the size of the
regular log segment defined by the segment option. The value of this option
will be ignored if segmentation is turned off (that is, if the segment option set to
false).
Note: This option applies only to T-Servers.
messagefile
Default Value: As specified by a particular application
Valid Values: <string>.lms (message file name)
Changes Take Effect: Immediately, if an application cannot find its *.lms file
at startup
Specifies the file name for application-specific log events. The name must be
valid for the operating system on which the application is running. The option
value can also contain the absolute path to the application-specific *.lms file.
Otherwise, an application looks for the file in its working directory.
Warning! An application that does not find its *.lms file at startup cannot
generate application-specific log events and send them to Message
Server.
message_format
Default Value: short
Valid Values:
short An application uses compressed headers when writing log records in
its log file.
full An application uses complete headers when writing log records in its
log file.
198 Framework 8.1

Specifies the format of log record headers that an application uses when
writing logs in the log file. Using compressed log record headers improves
application performance and reduces the log file’s size.
With the value set to short:
• A header of the log file or the log file segment contains information about
the application (such as the application name, application type, host type,
and time zone), whereas single log records within the file or segment omit
this information.
• A log message priority is abbreviated to Std, Int, Trc, or Dbg, for Standard,
Interaction, Trace, or Debug messages, respectively.
• The message ID does not contain the prefix GCTI or the application type ID.
A log record in the full format looks like this:
2002-05-07T18:11:38.196 Standard localhost cfg_dbserver GCTI-00-05060
Application started
A log record in the short format looks like this:
2002-05-07T18:15:33.952 Std 05060 Application started
Note: Whether the full or short format is used, time is printed in the format
specified by the time_format option.
time_convert
Default Value: Local
Valid Values:
local The time of log record generation is expressed as a local time, based
on the time zone and any seasonal adjustments. Time zone
information of the application’s host computer is used.
utc The time of log record generation is expressed as Coordinated
Universal Time (UTC).
Specifies the system in which an application calculates the log record time
when generating a log file. The time is converted from the time in seconds
since the Epoch (00:00:00 UTC, January 1, 1970).
time_format
Default Value: time
Valid Values:
time The time string is formatted according to the HH:MM:SS.sss (hours,
minutes, seconds, and milliseconds) format.
locale The time string is formatted according to the system’s locale.
ISO8601 The date in the time string is formatted according to the ISO 8601
format. Fractional seconds are given in milliseconds.

Specifies how to represent, in a log file, the time when an application generates
log records.
A log record’s time field in the ISO 8601 format looks like this:
2001-07-24T04:58:10.123
print-attributes
Valid Values:
true Attaches extended attributes, if any exist, to a log event sent to log
output.
false Does not attach extended attributes to a log event sent to log output.
Specifies whether the application attaches extended attributes, if any exist, to a
log event that it sends to log output. Typically, log events of the Interaction log
level and Audit-related log events contain extended attributes. Setting this
option to true enables audit capabilities, but negatively affects performance.
Genesys recommends enabling this option for Solution Control Server and
Configuration Server when using audit tracking. For other applications, refer
to Genesys 8.0 Combined Log Events Help to find out whether an application
generates Interaction-level and Audit-related log events; if it does, enable the
option only when testing new interaction scenarios.
check-point
Default Value: 1
Valid Values: 0–24
Specifies, in hours, how often the application generates a check point log
event, to divide the log into sections of equal time. By default, the application
generates this log event every hour. Setting the option to 0 prevents the
generation of check-point events.
memory
Default Value: No default value
Valid Values: <string> (memory file name)
Specifies the name of the file to which the application regularly prints a
snapshot of the memory output, if it is configured to do this (see “Log Output
Options” on page 202). The new snapshot overwrites the previously written
data. If the application terminates abnormally, this file will contain the latest
200 Framework 8.1

log messages. Memory output is not recommended for processors with a CPU
frequency lower than 600 MHz.
Note: If the file specified as the memory file is located on a network drive, an
application does not create a snapshot file (with the extension
*.memory.log).
memory-storage-size
Default Value: 2 MB
Valid Values:
<number> KB or <number> The size of the memory output, in kilobytes.
The minimum value is 128 KB.
<number> MB The size of the memory output, in megabytes.
The maximum value is 64 MB.
Changes Take Effect: When memory output is created
Specifies the buffer size for log output to the memory, if configured. See also
“Log Output Options” on page 202.
spool
Default Value: The application’s working directory
Valid Values: <path> (the folder, with the full path to it)
Specifies the folder, including full path to it, in which an application creates
temporary files related to network log output. If you change the option value
while the application is running, the change does not affect the currently open
network output.
compatible-output-priority
Valid Values:
true The log of the level specified by “Log Output Options” is sent to the
specified output.
false The log of the level specified by “Log Output Options” and higher
levels is sent to the specified output.
Specifies whether the application uses 6.x output logic. For example, you
configure the following options in the log section for a 6.x application and for
a 7.x application:
[log]
verbose = all
debug = file1
standard = file2
The log file content of a 6.x application is as follows:

• file1 contains Debug messages only.

• file2 contains Standard messages only.
The log file content of a 7.x application is as follows:
• file1 contains Debug, Trace, Interaction, and Standard messages.
• file2 contains Standard messages only.
If you set compatible-output-priority to true in the 7.x application, its log
file content will be the same as for the 6.x application.
Warning! Genesys does not recommend changing the default value of this
option unless you have specific reasons to use the 6.x log output
logic—that is, to mimic the output priority as implemented in
releases 6.x. Setting this option to true affects log consistency.
Log Output Options

To configure log outputs, set log level options (all, alarm, standard,
interaction, trace, and/or debug) to the desired types of log output (stdout,
stderr, network, memory, and/or [filename], for log file output).
You can use:
• One log level option to specify different log outputs.
• One log output type for different log levels.
• Several log output types simultaneously, to log events of the same or
different log levels.
You must separate the log output types by a comma when you are configuring
more than one output for the same log level. See “Examples” on page 206.
Warnings! • If you direct log output to a file on the network drive, an

application does not create a snapshot log file (with the
extension *.snapshot.log) in case it terminates abnormally.
• Directing log output to the console (by using the stdout or
stderr settings) can affect application performance. Avoid
using these log output settings in a production environment.
Note: The log output options are activated according to the setting of the
verbose configuration option.
all
202 Framework 8.1

Valid Values (log output types):

stdout Log events are sent to the Standard output (stdout).
stderr Log events are sent to the Standard error output (stderr).
network Log events are sent to Message Server, which can reside
anywhere on the network. Message Server stores the log events in
the Log Database.
Setting the all log level option to the network output enables an
application to send log events of the Standard, Interaction,
and Trace levels to Message Server. Debug-level log events are
neither sent to Message Server nor stored in the Log Database.
memory Log events are sent to the memory output on the local disk. This
is the safest output in terms of the application performance.
[filename] Log events are stored in a file with the specified name. If a path is
not specified, the file is created in the application’s working
directory.
Specifies the outputs to which an application sends all log events. The log
output types must be separated by a comma when more than one output is
configured. For example:
all = stdout, logfile
Note: To ease the troubleshooting process, consider using unique names for
log files that different applications generate.
alarm
network Log events are sent to Message Server, which resides anywhere
on the network, and Message Server stores the log events in the
Log Database.
[filename] Log events are stored in a file with the specified name. If a path
is not specified, the file is created in the application’s working
directory.
Specifies the outputs to which an application sends the log events of the Alarm
level. The log output types must be separated by a comma when more than one
output is configured. For example:
standard = stderr, network

standard
anywhere on the network. Message Server stores the log events
in the Log Database.
directory.
Specifies the outputs to which an application sends the log events of the
Standard level. The log output types must be separated by a comma when more
than one output is configured. For example:
standard = stderr, network
interaction
directory.
Specifies the outputs to which an application sends the log events of the
Interaction level and higher (that is, log events of the Standard and
Interaction levels). The log outputs must be separated by a comma when
more than one output is configured. For example:
interaction = stderr, network
trace
204 Framework 8.1


directory.
Specifies the outputs to which an application sends the log events of the Trace
level and higher (that is, log events of the Standard, Interaction, and Trace
levels). The log outputs must be separated by a comma when more than one
output is configured. For example:
trace = stderr, network
debug
directory.
Specifies the outputs to which an application sends the log events of the Debug
level and higher (that is, log events of the Standard, Interaction, Trace, and
Debug levels). The log output types must be separated by a comma when more
than one output is configured—for example:
debug = stderr, /usr/local/genesys/logfile
Note: Debug-level log events are never sent to Message Server or stored in
the Log Database.

Log File Extensions

You can use the following file extensions to identify log files that an
application creates for various types of output:
• *.log—Assigned to log files when you configure output to a log file. For
example, if you set standard = confservlog for Configuration Server, it
prints log messages into a text file called confservlog.<time_stamp>.log.
• *.qsp—Assigned to temporary (spool) files when you configure output to
the network but the network is temporarily unavailable. For example, if
you set standard = network for Configuration Server, it prints log messages
into a file called confserv.<time_stamp>.qsp during the time the network is
not available.
• *.snapshot.log—Assigned to files that contain the output snapshot when
you configure output to a log file. The file contains the last log messages
that an application generates before it terminates abnormally. For example,
if you set standard = confservlog for Configuration Server, it prints the last
log message into a file called confserv.<time_stamp>.snapshot.log in case
of failure.
Note: Provide *.snapshot.log files to Genesys Technical Support when

reporting a problem.
• *.memory.log—Assigned to log files that contain the memory output

snapshot when you configure output to memory and redirect the most
recent memory output to a file. For example, if you set standard = memory
and memory = confserv for Configuration Server, it prints the latest memory
output to a file called confserv.<time_stamp>.memory.log.
Examples
This section presents examples of a log section that you might configure for an
application when that application is operating in production mode and in two
lab modes, debugging and troubleshooting.
Production Mode Log Section

[log]
verbose = standard
standard = network, logfile
With this configuration, an application only generates the log events of the
Standard level and sends them to Message Server, and to a file named logfile,
which the application creates in its working directory. Genesys recommends
that you use this or a similar configuration in a production environment.
206 Framework 8.1

Warning! Directing log output to the console (by using the stdout or stderr
settings) can affect application performance. Avoid using these log
output settings in a production environment.
Lab Mode Log Section

[log]
verbose = all
all = stdout, /usr/local/genesys/logfile
trace = network
With this configuration, an application generates log events of the Standard,
Interaction, Trace, and Debug levels, and sends them to the standard output
and to a file named logfile, which the application creates in the
/usr/local/genesys/ directory. In addition, the application sends log events of
the Standard, Interaction, and Trace levels to Message Server. Use this
configuration to test new interaction scenarios in a lab environment.
Failure-Troubleshooting Log Section

[log]
verbose = all
standard = network
all = memory
memory = logfile
memory-storage-size = 32 MB
With this configuration, an application generates log events of the Standard
level and sends them to Message Server. It also generates log events of the
Standard, Interaction, Trace, and Debug levels, and sends them to the memory
output. The most current log is stored to a file named logfile, which the
application creates in its working directory. Increased memory storage allows
an application to save more of the log information generated before a failure.
Note: If you are running an application on UNIX, and you do not specify
any files in which to store the memory output snapshot, a core file that
the application produces before terminating contains the most current
application log. Provide the application’s core file to Genesys
Technical Support when reporting a problem.
Debug Log Options

The options in this section enable you to generate Debug logs containing
information about specific operations of an application.

x-conn-debug-open
Default Value: 0
Valid Values:
0 Log records are not generated.
1 Log records are generated.
Generates Debug log records about “open connection” operations of the
application.
Warning! Use this option only when requested by Genesys Technical

Support.
x-conn-debug-select
Default Value: 0
Valid Values:
Generates Debug log records about “socket select” operations of the
application.

Support.
x-conn-debug-timers
Default Value: 0
Valid Values:
Generates Debug log records about the timer creation and deletion operations
of the application.

Support.
x-conn-debug-write
Default Value: 0
Valid Values:
208 Framework 8.1

Generates Debug log records about “write” operations of the application.

Support.
x-conn-debug-security
Default Value: 0
Valid Values:
Generates Debug log records about security-related operations, such as
Transport Layer Security and security certificates.

Support.
x-conn-debug-api
Default Value: 0
Valid Values:
Generates Debug log records about connection library function calls.

Support.
x-conn-debug-dns
Default Value: 0
Valid Values:
Generates Debug log records about DNS operations.

Support.

Chapter 8: Common Configuration Options log-extended Section
x-conn-debug-all
Default Value: 0
Valid Values:
Generates Debug log records about open connection, socket select, timer
creation and deletion, write, security-related, and DNS operations, and
connection library function calls. This option is the same as enabling or
disabling all of the previous x-conn-debug-<op type> options.

Support.
log-extended Section
This section must be called log-extended.
level-reassign-<eventID>
Default Value: Default value of log event <eventID>
Valid Values:
alarm The log level of log event <eventID> is set to Alarm.
standard The log level of log event <eventID> is set to Standard.
interaction The log level of log event <eventID> is set to Interaction.
trace The log level of log event <eventID> is set to Trace.
debug The log level of log event <eventID> is set to Debug.
none Log event <eventID> is not recorded in a log.
Specifies a log level for log event <eventID> that is different than its default
level, or disables log event <eventID> completely. If no value is specified, the
log event retains its default level. This option is useful when you want to
customize the log level for selected log events.
These options can be deactivated with the option level-reassign-disable.
210 Framework 8.1

Chapter 8: Common Configuration Options log-extended Section
Warning! Use caution when making these changes in a production

environment.
Depending on the log configuration, changing the log level to a
higher priority may cause the log event to be logged more often or
to a greater number of outputs. This could affect system
performance.
Likewise, changing the log level to a lower priority may cause the
log event to be not logged at all, or to be not logged to specific
outputs, thereby losing important information. The same applies to
any alarms associated with that log event.
In addition to the preceding warning, take note of the following:

• Logs can be customized only by release 7.6 or later applications.
• When the log level of a log event is changed to any level except none, it is
subject to the other settings in the [log] section at its new level. If set to
none, it is not logged and is therefore not subject to any log configuration.
• Using this feature to change the log level of a log changes only its priority;
it does not change how that log is treated by the system. For example,
increasing the priority of a log to Alarm level does not mean that an alarm
will be associated with it.
• Each application in a High Availability (HA) pair can define its own
unique set of log customizations, but the two sets are not synchronized
with each other. This can result in different log behavior depending on
which application is currently in primary mode.
• This feature is not the same as a similar feature in Universal Routing
Server (URS) release 7.2 or later. In this Framework feature, the priority of
log events are customized. In the URS feature, the priority of debug
messages only are customized. Refer to the Universal Routing Reference
Manual for more information about the URS feature.
• You cannot customize any log event that is not in the unified log record
format. Log events of the Alarm, Standard, Interaction, and Trace levels
feature the same unified log record format.
Example
This is an example of using customized log level settings, subject to the
following log configuration:
[log]
verbose=interaction
all=stderr
interaction=log_file
standard=network

Chapter 8: Common Configuration Options log-filter Section
Before the log levels of the log are changed:

• Log event 1020, with default level standard, is output to stderr and
log_file, and sent to Message Server.
• Log event 2020, with default level standard, is output to stderr and
log_file, and sent to Message Server.
• Log event 3020, with default level trace, is output to stderr.
• Log event 4020, with default level debug, is output to stderr.
Extended log configuration section:
[log-extended]
level-reassign-1020=none
level-reassign-2020=interaction
level-reassign-3020=interaction
level-reassign-4020=standard
After the log levels are changed:
• Log event 1020 is disabled and not logged.
• Log event 2020 is output to stderr and log_file.
• Log event 3020 is output to stderr and log_file.
• Log event 4020 is output to stderr and log_file, and sent to Message
Server.
level-reassign-disable
Valid Values: true, false
When this option is set to true, the original (default) log level of all log events
in the [log-extended] section are restored. This option is useful when you want
to use the default levels, but not delete the customization statements.
log-filter Section
The log-filter section contains configuration options used to define the
default treatment of filtering data in log output. This section contains one
configuration option, default-filter-type. Refer to the chapter “Hide
Selected Data in Logs” in the Genesys 8.x Security Deployment Guide for
complete information about this option.
log-filter-data Section
The log-filter-data section contains configuration options used to define the
treatment of filtering data in log output on a key-by-key basis. This section
contains one configuration option in the form of <key name>. Refer to the
212 Framework 8.1

Chapter 8: Common Configuration Options security Section
chapter “Hide Selected Data in Logs” in the Genesys 8.0 Security Deployment
Guide for complete information about this option.
security Section
The security section contains configuration options used to specify security
elements for your system. In addition to other options that may be required by
your application, this section contains the configuration option disable-rbac,
which is used to enable or disable Role-Based Access Control for an
application. Refer to the chapter “Role-Based Access Control” in the Genesys
8.x Security Deployment Guide for complete information about this option.
sml Section
This section must be called sml.
Options in this section are defined in the Annex of the Application object, as
follows:
• in Genesys Administrator—Application object > Options tab > Advanced
View (Annex)
• in Configuration Manager— Application object > Properties dialog box >
Annex tab
Warning! Use the first three options in this section (heartbeat-period,

heartbeat-period-thread-class-<n>, and hangup-restart) with
great care, and only with those applications of which support for
this functionality has been announced. Failure to use these options
properly could result in unexpected behavior, from ignoring the
options to an unexpected restart of the application.
heartbeat-period
Default Value: None
Valid Values:
0 This method of detecting an unresponsive application is not
used by this application.
3-604800 Length of timeout, in seconds; equivalent to 3 seconds–7 days.
Specifies the maximum amount of time, in seconds, in which heartbeat
messages are expected from an application. If Local Control Agent (LCA)
does not receive a heartbeat message from the application within this period, it
assumes the application is not responding and carries out corrective action.

Chapter 8: Common Configuration Options sml Section
This option can also be used to specify the maximum heartbeat interval for
threads registered with class zero (0). This thread class is reserved for use by
the Management Layer only.
If this option is not configured or is set to zero (0), heartbeat detection is not
used by this application.
heartbeat-period-thread-class-<n>
Default Value: None
Valid Values:
0 Value specified by heartbeat-period in application is used.
3-604800 Length of timeout, in seconds; equivalent to 3 seconds–7 days.
Specifies the maximum amount of time, in seconds, in which heartbeat
messages are expected from a thread of class <n> registered by an application.
If a heartbeat message from the thread is not received within this period, the
thread is assumed to be not responding, and therefore, the application is unable
to provide service.
If this option is not configured or is set to zero (0), but the application has
registered one or more threads of class <n>, the value specified by the value of
heartbeat-period for the application will also be applied to these threads.
Refer to application-specific documentation to determine what thread classes,
if any, are used.
hangup-restart
Default Value: true
If set to true (the default), specifies that LCA is to restart the unresponsive
application immediately, without any further interaction from Solution Control
Server.
If set to false, specifies that LCA is only to generate a notification that the
application has stopped responding.
suspending-wait-timeout
Default Value: 10
Valid Values: 5-600
Specifies a timeout (in seconds) after the Stop Graceful command is issued to
an application during which the status of the application should change to
Suspending if the application supports graceful shutdown. If the status of the
application does not change to Suspending before the timeout expires, it is
assumed that the application does not support graceful shutdown, and it is
stopped ungracefully.
214 Framework 8.1

Chapter 8: Common Configuration Options common Section
Use this option if you are unsure whether the Application supports graceful
shutdown.
Note: Genesys recommends that you do not set this option for any
Management Layer component (Configuration Server, Message
Server, Solution Control Server, or SNMP Master Agent) or any DB
Server. These components by definition do not support graceful
shutdown, so this option is not required.
common Section
This section must be called common.
enable-async-dns
Default Value: off
Valid Values:
off Disables asynchronous processing of DNS requests.
on Enables asynchronous processing of DNS requests.
Enables the asynchronous processing of DNS requests such as, for example,
host-name resolution.
Warnings! • Use this option only when requested by Genesys Technical

Support.
• Use this option only with T-Servers.
rebind-delay
Default Value: 10
Specifies the delay, in seconds, between socket-bind operations that are being
executed by the server. Use this option if the server has not been able to
successfully occupy a configured port.

Support.
Changes from 8.0 to 8.1

There are no changes in common configuration options between 8.0 and 8.1
releases.

Chapter 8: Common Configuration Options Changes from 8.0 to 8.1
216 Framework 8.1

Chapter
9 T-Server Common
Configuration Options
This chapter describes the configuration options that are generally common to
all T-Server types, with some exceptions noted. It contains the following
sections:

Setting Configuration Options, page 217
 Mandatory Options, page 218

TServer Section, page 218

license Section, page 223
 agent-reservation Section, page 226

extrouter Section, page 227

backup-sync Section, page 238
 call-cleanup Section, page 240

Translation Rules Section, page 241
 security Section, page 242
 Timeout Value Format, page 242

Changes from Release 8.0 to 8.1, page 243
T-Server also supports common log options described in Chapter 8, “Common
Configuration Options,” on page 195.
Setting Configuration Options

Unless specified otherwise, set T-Server common configuration options in the
Options of the Application object, using one of the following navigation paths:
• In Genesys Administrator—Application object > Options tab > Advanced
View (Options)
• In Configuration Manager—Application object > Properties dialog box >
Options tab

Chapter 9: T-Server Common Configuration Options Mandatory Options
Mandatory Options
Except as noted for certain environments, the configuration of common
options is not required for basic T-Server operation.
TServer Section
The TServer section contains the configuration options that are used to support
the core features common to all T-Servers.
This section must be called TServer.
ani-distribution
Default Value: inbound-calls-only
Valid Values: inbound-calls-only, all-calls, suppressed
Controls the distribution of the ANI information in TEvent messages. When
this option is set to all-calls, the ANI attribute will be reported for all calls for
which it is available. When this option is set to suppressed, the ANI attribute
will not be reported for any calls. When this option is set to
inbound-calls-only, the ANI attribute will be reported for inbound calls only.
background-processing
Default Value: true
When set to true, T-Server processes all client requests in the background,
giving higher priority to the rest of the messages. This ensures that it processes
these messages without any significant delay.
With Background Processing functionality enabled, T-Server processes all
switch messages immediately and waits until there are no switch messages
before processing the message queue associated with T-Server client requests.
T-Server reads all connection sockets immediately and places client requests in
the input buffer, which prevents T-Server clients from disconnecting because
of configured timeouts.
When T-Server processes client requests from the message queue, requests are
processed in the order in which T-Server received them.
When set to false, T-Server processes multiple requests from one T-Server
client before proceeding to the requests from another T-Server client, and so
on.
218 Framework 8.1

Chapter 9: T-Server Common Configuration Options TServer Section
background-timeout
Default Value: 60 msec
Valid Values: See “Timeout Value Format” on page 242.
Specifies the time interval that T-Server waits before processing client requests
in background mode. You must set the background-processing option to true
in order for this option to take effect.
check-tenant-profile
Changes Take Effect: For the next connected client
When set to true, T-Server only allows a client to register if the client
provides the correct name and password of a T-Server Tenant. If the client
provides the Tenant name concatenated with a slash (/) and the Tenant
password for the Tenant to which T-Server belongs as the value of
AttributeApplicationPassword in the TRegisterClient request, T-Server
allows that client to register DNs that are included in the switch configuration
in the Configuration Database, but it does not allow the client to register DNs
that are not included in the switch configuration.
consult-user-data
Default Value: separate
Valid Values:
separate Stores user data for original and consultation calls in separate
structures. The data attached to the original call is available for
review or changes only to the parties of that call. The data
attached to the consultation call is available only to the parties of
the consultation call.
inherited Copies user data from an original call to a consultation call when
the consultation call is created; thereafter, stores user data
separately for the original and the consultation call. Changes to
the original call’s user data are not available to the parties of the
consultation call, and vice versa.
joint Stores user data for an original call and a consultation call in one
structure. The user data structure is associated with the original
call, but the parties of both the original and consultation calls can
see and make changes to the common user data.
Changes Take Effect: For the next consultation call created
Specifies the method for handling user data in a consultation call.

Note: A T-Server client can also specify the consult-user-data mode in the
Extensions attribute ConsultUserData key for a conference or
transfer request. If it is specified, the method of handling user data is
based on the value of the ConsultUserData key-value pair of the
request and takes precedence over the T-Server consult-user-data
option. If it is not specified in the client request, the value specified in
the consult-user-data option applies.
customer-id
Default Value: No default value. (A value must be specified for a multi-tenant
environment.)
Valid Values: Any character string
Identifies the T-Server customer. You must set this option to the name of the
tenant that is using this T-Server. You must specify a value for this option if
you are working in a multi-tenant environment.
Note: Do not configure the customer-id option for single-tenant

environments.
dn-scope
Default Value: undefined
Valid Values: undefined, switch, office, tenant
Related Feature: “Switch Partitioning” on page 96
Specifies whether DNs associated with the Switch, Switching Office, or
Tenant objects will be considered in the T-Server monitoring scope, enabling
T-Server to report calls to or from those DNs as internal.
With a value of tenant, all DNs associated with the switches that are within
the Tenant will be in the T-Server monitoring scope. With a value of office,
all DNs associated with the switches that are within the Switching Office will
be in the T-Server monitoring scope. With a value of switch, all DNs
associated with the Switch will be in the T-Server monitoring scope.
With a value of undefined (the default), pre-8.x T-Server behavior applies and
the switch partitioning is not turned on.
Note: Setting the option to a value of office or tenant, which requires

T-Server to monitor a large set of configuration data, may negatively
affect T-Server performance.
220 Framework 8.1

log-trace-flags
Default Value: +iscc, +cfg$dn, -cfgserv, +passwd, +udata, -devlink, -sw,
-req, -callops, -conn, -client
Valid Values (in any combination):
+/-iscc Turns on/off the writing of information about Inter Server Call
Control (ISCC) transactions.
+/-cfg$dn Turns on/off the writing of information about DN
configuration.
+/-cfgserv Turns on/off the writing of messages from Configuration
Server.
+/-passwd Turns on/off the writing of AttributePassword in TEvents.
+/-udata Turns on/off the writing of attached data.
+/-devlink Turns on/off the writing of information about the link used to
send CTI messages to the switch (for multilink environments).
+/-sw Reserved by Genesys Engineering.
+/-req Reserved by Genesys Engineering.
+/-callops Reserved by Genesys Engineering.
+/-conn Reserved by Genesys Engineering.
+/-client Turns on/off the writing of additional information about the
client’s connection.
Specifies—using a space-, comma- or semicolon-separated list—the types of
information that are written to the log files.
management-port
Default Value: 0
Valid Values: 0 or any valid TCP/IP port
Changes Take Effect: After T-Server is restarted
Specifies the TCP/IP port that management agents use to communicate with
T-Server. If set to 0 (zero), this port is not used.
merged-user-data
Default Value: main-only
Valid Values:
main-only T-Server attaches user data from the remaining call only.
merged-only T-Server attaches user data from the merging call.
merged-over-main T-Server attaches user data from the remaining and the
merging call. In the event of equal keys, T-Server uses data
from the merging call.
main-over-merged T-Server attaches data from the remaining and the merging
call. In the event of equal keys, T-Server uses data from the
remaining call.

Specifies the data that is attached to the resulting call after a call transfer,
conference, or merge completion.
Note: The option setting does not affect the resulting data for merging calls
if the consult-user-data option is set to joint. (See
“consult-user-data” on page 219.)
propagated-call-type
Related Feature: “Switch Partitioning” on page 96
Determines what T-Server reports as the value of the CallType attribute in
events related to calls that have been synchronized with another site via ISCC,
as follows:
• When set to false, T-Server reports in events related to calls that have
been synchronized with another site via ISCC the same value for the
CallType attribute as it did in pre-8.0 releases and adds the new
PropagatedCallType attribute with the value of the CallType attribute at the
origination site. This provides backward compatibility with existing
T-Server clients.
• When set to true, T-Server reports in events related to calls that have been
synchronized with another site via ISCC the same value for the CallType
attribute as at the origination site, and adds the new LocalCallType attribute
with the same value as CallType in pre-8.0 releases.
server-id
Default Value: An integer equal to the value ApplicationDBID as reported by
Configuration Server
Valid Values: Any integer from 0–16383
Specifies the Server ID that T-Server uses to generate Connection IDs and
other unique identifiers. In a multi-site environment, you must assign each
T-Server a unique Server ID, in order to avoid confusion in reporting
applications and T-Server behavior.
Configuration of this option is necessary for Framework environments in
which there are two or more instances of the Configuration Database.
Note: If you do not specify a value for this option, T-Server populates it with
the ApplicationDBID as reported by Configuration Server. Each data
object in the Configuration Database is assigned a separate DBID that
maintains a unique Server ID for each T-Server configured in the
database.
222 Framework 8.1

Chapter 9: T-Server Common Configuration Options license Section
Warning! Genesys does not recommend using multiple instances of the

Configuration Database.
user-data-limit
Default Value: 16000
Specifies the maximum size (in bytes) of user data in a packed format.
Note: When T-Server works in mixed 8.x/7.x/6.x environment, the value of

this option must not exceed the default value of 16000 bytes;
otherwise, 6.x T-Server clients might fail.
license Section
The License section contains the configuration options that are used to
configure T-Server licenses. They set the upper limit of the seat-related DN
licenses (tserver_sdn) that T-Server tries to check out from a license file. See
“License Checkout” on page 224.
This section must be called license.
Notes: • T-Server also supports the license-file option described in the

Genesys Licensing Guide.
• The license section is not applicable to Network T-Server for
DTAG.
• On selected platforms, the limitation of 9999 licenses may no
longer apply. Use values greater than 9999 only when instructed by
Genesys Technical Support.
If you use two or more T-Servers, and they share licenses, you must configure
the following options in the license section of the T-Servers.
num-of-licenses
Default Value: 0 or max (all available licenses)
Valid Values: String max or any integer from 0–9999
Specifies how many DN licenses T-Server checks out. T-Server treats a value
of 0 (zero) the same as it treats max—that is, it checks out all available
licenses.
The sum of all num-of-licenses values for all concurrently deployed
T-Servers must not exceed the number of seat-related DN licenses
(tserver_sdn) in the corresponding license file. The primary and backup

T-Servers share the same licenses, and therefore they need to be counted only
once. T-Server checks out the number of licenses indicated by the value for
this option, regardless of the number actually in use.
num-sdn-licenses
Default Value: 0 or max (all DN licenses are seat-related)
Valid Values: String max (equal to the value of num-of-licenses), or any
integer from 0–9999
Specifies how many seat-related licenses T-Server checks out. A value of 0
(zero) means that T-Server does not grant control of seat-related DNs to any
client, and it does not look for seat-related DN licenses at all.
The sum of all num-sdn-licenses values for all concurrently deployed
T-Servers must not exceed the number of seat-related DN licenses
(tserver_sdn) in the corresponding license file. The primary and backup
T-Servers share the same licenses, and therefore they need to be counted only
once. T-Server checks out the number of licenses indicated by the value for this
option, regardless of the number actually in use.
Notes: • For Network T-Servers, Genesys recommends setting this option to

0.
• Be sure to configure in the Configuration Database all the DNs that
agents use (Extensions and ACD Positions) and that T-Server
should control. For further information, see Chapter 7, “DNs and
Agent Logins,” page 38.
License Checkout
Table 22 shows how to determine the number of seat-related DN licenses that
T-Server attempts to check out. See the examples on page 225.
Table 22: License Checkout Rules
Options Settingsa License Checkoutb
num-of-licenses num-sdn-licenses Seat-related DN

licenses
max (or 0) max all available
max (or 0) x x
max (or 0) 0 0
x max x
224 Framework 8.1

Table 22: License Checkout Rules (Continued)
Options Settingsa License Checkoutb
num-of-licenses num-sdn-licenses Seat-related DN

licenses
x y min (y, x)
x 0 0
a. In this table, the following conventions are used: x and y - are positive integers;
max is the maximum number of licenses that T-Server can check out; min (y, x)
is the lesser of the two values defined by y and x, respectively.
b. The License Checkout column shows the number of licenses that T-Server at-
tempts to check out. The actual number of licenses will depend on the licenses’
availability at the time of checkout, and it is limited to 9999.
Examples
This section presents examples of option settings in the license section.
Example 1
If... Then...
Options Settings License File Settings License Checkout
num-of-licenses = max tserver_sdn = 500 500 seat-related DNs
num-sdn-licenses = max
Example 2
If... Then...
num-of-licenses = 1000 tserver_sdn = 500 500 seat-related DNs
num-sdn-licenses = max

Chapter 9: T-Server Common Configuration Options agent-reservation Section
Example 3
If... Then...
num-of-licenses = 1000 tserver_sdn = 600 400 seat-related DNs
num-sdn-licenses = 400
Example 4
If... Then...
num-of-licenses = max tserver_sdn = 5000 1000 seat-related DNs
num-sdn-licenses = 1000
agent-reservation Section
The agent-reservation section contains the configuration options that are
used to customize the T-Server Agent Reservation feature. See “Agent
Reservation” on page 28 section for details on this feature.
This section must be called agent-reservation.
Note: The Agent Reservation functionality is currently a software-only

feature that is used to coordinate multiple client applications. This
feature does not apply to multiple direct or ACD-distributed calls.
collect-lower-priority-requests
Default Value: true
Specifies whether an agent reservation request is collected, depending on its
priority during the time interval specified by the request-collection-time
configuration option. When set to false, during the request-collection-time
interval T-Server collects reservation requests of the highest priority only,
rejecting newly submitted requests that have a lower priority or rejecting all
previously submitted requests if a request with a higher priority arrives. When
set to true (the default), agent reservation requests are collected as they were
in pre-8.x releases.
226 Framework 8.1

Chapter 9: T-Server Common Configuration Options extrouter Section
reject-subsequent-request
Default Value: true
Valid Values:
true T-Server rejects subsequent requests.
false A subsequent request prolongs the current reservation made by the
same client application for the same agent.
Specifies whether T-Server rejects subsequent requests from the same client
application, for an agent reservation for the same Agent object that is currently
reserved.
Note: Genesys does not recommend setting this option to false in a

multi-site environment in which remote locations use the
Agent-Reservation feature.
request-collection-time
Specifies the interval that agent reservation requests are collected before a
reservation is granted. During this interval, agent reservation requests are
delayed, in order to balance successful reservations between client applications
(for example, Universal Routing Servers).
reservation-time
Specifies the default interval for which a an Agent DN is reserved. During this
interval, the agent cannot be reserved again.
extrouter Section
The extrouter section contains the configuration options that are used to
support multi-site environments with the Inter Server Call Control (ISCC)
feature. The configuration options in this section of the document are grouped
with related options that support the same functionality, as follows:

ISCC Transaction Options, page 229

Transfer Connect Service Options, page 233

ISCC/COF Options, page 234
 Event Propagation Options, page 236

Number Translation Option, page 237

GVP Integration Option, page 238

This configuration section must be called extrouter.

For a description of the ways in which T-Server supports multi-site
configurations and for an explanation of the configuration possibilities for a
multi-site operation, see the “Multi-Site Support” chapter.
Note: In a multi-site environment, you must configure the timeout,

cast-type, and default-dn options with the same value for both the
primary and backup T-Servers. If you do not do this, the value
specified for the backup T-Server overrides the value specified for the
primary T-Server.
match-call-once
Default Value: true
Valid Values:
true ISCC does not process (match) an inbound call that has already been
processed (matched).
false ISCC processes (attempts to match) a call as many times as it arrives
at an ISCC resource or multi-site-transfer target.
Specifies how many times ISCC processes an inbound call when it arrives at
an ISCC resource. When set to false, ISCC processes (attempts to match) the
call even if it has already been processed.
Note: Genesys does not recommend changing the default value of the
match-call-once option to false unless you have specific reasons.
Setting this option to false may lead to excessive or inconsistent call
data updates.
reconnect-tout
Default Value: 5 sec
Changes Take Effect: At the next reconnection attempt
Specifies the time interval after which a remote T-Server attempts to connect
to this T-Server after an unsuccessful attempt or a lost connection. The number
of attempts is unlimited. At startup, T-Server immediately attempts the first
connection, without this timeout.
report-connid-changes
Valid Values:
true EventPartyChanged is generated.
false EventPartyChanged is not generated.
228 Framework 8.1

Specifies whether the destination T-Server generates EventPartyChanged for

the incoming call when the resulting ConnID attribute is different from the
ConnID attribute of an instance of the same call at the origination location.
use-data-from
Default Value: current
Valid Values:
active The values of UserData and ConnID attributes are taken from the
consultation call.
original The values of UserData and ConnID attributes are taken from the
original call.
active-data- The value of the UserData attribute is taken from the consultation
original-call call and the value of ConnID attribute is taken from the original
call.
current If the value of current is specified, the following occurs:
• Before the transfer or conference is completed, the UserData
and ConnID attributes are taken from the consultation call.
• After the transfer or conference is completed,
EventPartyChanged is generated, and the UserData and ConnID
are taken from the original call.
Specifies the call from which the values for the UserData and ConnID
attributes are taken for a consultation call that is routed or transferred to a
remote location.
Note: For compatibility with the previous T-Server releases, you can use the
values consult, main, and consult-user-data for this option. These
are aliases for active, original, and current, respectively.
ISCC Transaction Options

cast-type
Default Value: route, route-uui, reroute, direct-callid, direct-uui,
direct-network-callid, direct-notoken, direct-digits,
direct-ani, dnis-pool, pullback
Valid Values: route, route-uui, reroute, direct-callid, direct-uui,
direct-network-callid, direct-notoken, direct-digits,
direct-ani, dnis-pool, pullback
Changes Take Effect: For the next request for the remote service
Specifies—using a space-, comma- or semicolon-separated list—the routing
types that can be performed for this T-Server.

The valid values provide for a range of mechanisms that the ISCC feature can
support with various T-Servers, in order to pass call data along with calls
between locations.
Because switches of different types provide calls with different sets of
information parameters, some values might not work with your T-Server. See
Table 3 on page 75 for information about supported transaction types by a
specific T-Server. The “Multi-Site Support” chapter also provides detailed
descriptions of all transaction types.
Notes: For compatibility with the previous T-Server releases, you can use the
direct value for this option. This is an alias for direct-callid.
An alias, route-notoken, has been added to the route value.
default-dn
Valid Values: Any DN
Specifies the DN to which a call is routed when a Destination DN
(AttributeOtherDN) is not specified in the client’s request for routing. If neither
this option nor the client’s request contains the destination DN, the client
receives EventError.
Note: This option is used only for requests with route types route,
route-uui, direct-callid, direct-network-callid, direct-uui,
direct-notoken, direct-digits, and direct-ani.
direct-digits-key
Default Value: CDT_Track_Num
Valid Values: Any valid key name of a key-value pair from the UserData
attribute
Specifies the name of a key from the UserData attribute that contains a string
of digits that are used as matching criteria for remote service requests with the
direct-digits routing type.
Note: For compatibility with the previous T-Server releases, this

configuration option has an alias value of cdt-udata-key.
230 Framework 8.1

dn-for-unexpected-calls
Specifies a default DN for unexpected calls arriving on an External Routing
Point.
network-request-timeout
Changes Take Effect: For the next network request
For a premise T-Server, this option specifies the time interval that the premise
T-Server waits for a response, after relaying a TNetwork<...> request to the
Network T-Server. For a Network T-Server, this option specifies the time
interval that the Network T-Server waits for a response from an SCP (Service
Control Point), after initiating the processing of the request by the SCP.
When the allowed time expires, the T-Server cancels further processing of the
request and generates EventError.
register-attempts
Default Value: 5
Valid Values: Any positive integer
Changes Take Effect: For the next registration
Specifies the number of attempts that T-Server makes to register a dedicated
External Routing Point.
register-tout
Changes Take Effect: For the next registration
Specifies the time interval after which T-Server attempts to register a dedicated
External Routing Point. Counting starts when the attempt to register a Routing
Point fails.
request-tout
Changes Take Effect: For the next request for remote service
Specifies the time interval that a T-Server at the origination location waits for a
notification of routing service availability from the destination location.
Counting starts when the T-Server sends a request for remote service to the
destination site.

resource-allocation-mode
Default Value: circular
Valid Values:
home T-Server takes an alphabetized (or numerically sequential) list of
configured DNs and reserves the first available DN from the top of
the list for each new request. For example, if the first DN is not
available, the second DN is allocated for a new request. If the first
DN is freed by the time the next request comes, the first DN is
allocated for this next request.
circular T-Server takes the same list of configured DNs, but reserves a
subsequent DN for each subsequent request. For example, when the
first request comes, T-Server allocates the first DN; when the second
request comes, T-Server allocates the second DN; and so on.
T-Server does not reuse the first DN until reaching the end of the DN
list.
Specifies the manner in which T-Server allocates resources (that is, DNs of the
External Routing Point type and Access Resources with the Resource Type
set to dnis) for multi-site transaction requests.
resource-load-maximum
Default Value: 0
Specifies the maximum number of ISCC routing transactions that can be
concurrently processed at a single DN of the External Routing Point route
type. After a number of outstanding transactions at a particular DN of the
External Routing Point type reaches the specified number, T-Server
considers the DN not available. Any subsequent request for this DN is queued
until the number of outstanding transactions decreases. A value of 0 (zero)
means that no limitation is set to the number of concurrent transactions at a
single External Routing Point. In addition, the 0 value enables T-Server to
perform load balancing of all incoming requests among all available External
Routing Points, in order to minimize the load on each DN.
route-dn
Specifies the DN that serves as a Routing Point for the route transaction type
in the multiple-to-one access mode.
232 Framework 8.1

timeout
Changes Take Effect: For the next request for remote service
Specifies the time interval that the destination T-Server waits for a call routed
from the origination location. Counting starts when this T-Server notifies the
requesting T-Server about routing service availability. The timeout must be
long enough to account for possible network delays in call arrival.
use-implicit-access-numbers
Changes Take Effect: After T-Server is restarted
Determines whether an External Routing Point in which at least one access
number is specified is eligible for use as a resource for calls coming from
switches for which an access number is not specified in the External Routing
Point. If this option is set to false, the External Routing Point is not eligible
for use as a resource for calls coming from such switches. If this option is set
to true, an implicit access number for the External Routing Point, composed
of the switch access code and the DN number of the External Routing Point,
will be used.
Note: If an External Routing Point does not have an access number

specified, this option will not affect its use.
Transfer Connect Service Options

tcs-queue
Valid Values: Any valid DN number
Specifies the TCS DN number to which a call, processed by the TCS feature, is
dialed after the originating external router obtains an access number. This
option applies only if the tcs-use option is activated.

tcs-use
Default Value: never
Valid Values:
never The TCS feature is not used.
always The TCS feature is used for every call.
app-defined In order to use the TCS feature for a multi-site call transfer
request, a client application must add a key-value pair with a
TC-type key and a nonempty string value to the UserData
attribute of the request.
Specifies whether the Transfer Connect Service (TCS) feature is used.
Note: For compatibility with the previous T-Server releases, you can use the
value up-app-depended for this option. This is an alias for
app-defined.
ISCC/COF Options
cof-ci-defer-create
Default Value: 0
Specifies the time interval that T-Server waits for call data from the switch
before generating a negative response for a call data request from a remote
T-Server. If T-Server detects the matching call before this timeout expires, it
sends the requested data. This option applies only if the cof-feature option is
set to true.
cof-ci-defer-delete
Default Value: 0
Specifies the time interval that T-Server waits before deleting call data that
might be overflowed. If set to 0, deletion deferring is disabled. This option
applies only if the cof-feature option is set to true.
cof-ci-req-tout
Changes Take Effect: For the next COF operation
Specifies the time interval during which T-Server will wait for call data
requested with respect to a call originated at another site. After T-Server sends
the call data request to remote T-Servers, all events related to this call will be
234 Framework 8.1

suspended until either the requested call data is received or the specified
timeout expires. This option applies only if the cof-feature option is set to
true.
cof-ci-wait-all
Valid Values:
true T-Server waits for responses from all T-Servers that might have the
requested call data before updating the call data with the latest
information.
false T-Server updates the call data with the information received from the
first positive response.
Specifies whether T-Server, after sending a request for matching call data,
waits for responses from other T-Servers before updating the call data (such as
CallHistory, ConnID, and UserData) for a potentially overflowed call. The
waiting period is specified by the cof-ci-req-tout and cof-rci-tout options.
This option applies only if the cof-feature option is set to true.
cof-feature
Enables or disables the Inter Server Call Control/Call Overflow (ISCC/COF)
feature.
cof-rci-tout
Changes Take Effect: For the next COF operation
Specifies the time interval that T-Server waits for call data from other
T-Servers’ transactions. Counting starts when cof-ci-req-tout expires. This
option applies only if the cof-feature option is set to true.
local-node-id
Default Value: 0
Valid Values: 0 or any positive integer
This option, if enabled, checks all networked calls against the specified
NetworkNodeID (the identity of the switch to which the call initially arrived). If
the NetworkNodeID is the same as the value of this option, the request for call
information is not sent. The default value of 0 disables the functionality of this

option. To establish an appropriate NetworkNodeID, specify a value other than

the default. This option applies only if the cof-feature option is set to true.
Note: This option applies only to T-Server for Nortel Communication Server
2000/2100.
default-network-call-id-matching
Valid Values: See the “T-Server-Specific Configuration Options” chapter for an
option description for your T-Server
When a value for this option is specified, T-Server uses the NetworkCallID
attribute for the ISCC/COF call matching.
To activate this feature, the cof-feature option must be set to true.
Note: SIP Server and several T-Servers support the NetworkCallID attribute
for the ISCC/COF call matching in a way that requires setting this
option to a specific value. For information about the option value that
is specific for your T-Server, see the “T-Server-Specific Configuration
Options” chapter of your T-Server Deployment Guide.
Event Propagation Options

compound-dn-representation
Default Value: true
Specifies which format T-Server uses to represent a DN when reporting an
OtherDN or ThirdPartyDN attribute in event propagation messages.
When set to true, the <switch>::DN (compound) format is used. This option
value supports backward compatibility for pre-8.x T-Server ISCC/EPP
functionality and is provided for multi-site deployments where the same DNs
are configured under several switches.
When set to false, the DN (non-compound) format is used. This option value
ensures more transparent reporting of OtherDN or ThirdPartyDN attributes and is
recommended for all single-site deployments, as well as for multi-site
deployments that do not have the same DNs configured under several switches.
This option applies only if the event-propagation option is set to list.
Note: Local DNs are always represented in the non-compound (DN) form.
236 Framework 8.1

epp-tout
Default Value: 0
Specifies the time interval during which T-Server attempts to resolve race
conditions that may occur in deployments that use switch partitioning or
intelligent trunks. This option applies only if the event-propagation option is
set to list.
Note: If the time interval is not long enough to account for possible network
switching delays, T-Server may produce duplicated events, such as
events that are propagated by the ISCC and generated locally.
event-propagation
Default Value: list
Valid Values:
list Changes in user data and party events are propagated to remote
locations through call distribution topology.
off The feature is disabled. Changes in user data and party events are not
propagated to remote locations.
Specifies whether the Event Propagation feature is enabled.
Number Translation Option

inbound-translator-<n>
Valid Value: Any valid name
Specifies the name of another configuration section as the value for the
inbound-translator option. For example,
inbound-translator-1 = ani-translator
where ani-translator is the name of the configuration that describes the
translation rules for inbound numbers.

Chapter 9: T-Server Common Configuration Options backup-sync Section
GVP Integration Option

handle-vsp
Default Value: no
Valid Values:
requests ISCC will process and adjust requests related to this DN and
containing a Location attribute before submitting them to the
service provider.
events ISCC will process and adjust each event received from the
service provider in response to a request containing a Location
attribute before distributing the event to T-Server clients.
all ISCC will process and adjust both events and requests.
no No ISCC processing of such requests and events takes place.
Specifies if multi-site Call Data synchronization of virtual calls or simulated
call flows is performed by T-Server or is left to an external application (Service
Provider) that has registered for a DN with the AddressType attribute set to VSP
(Virtual Service Provider).
backup-sync Section
The backup-synchronization section contains the configuration options that are
used to support a high-availability (hot standby redundancy type)
configuration.
This section must be called backup-sync.
Note: These options apply only to T-Servers that support the hot standby
redundancy type.
addp-remote-timeout
Default Value: 0
Specifies the time interval that the redundant T-Server waits for a response
from this T-Server after sending a polling signal. The default value of 0 (zero)
disables the functionality of this option. To establish an appropriate timeout,
specify a value other than the default. This option applies only if the protocol
option is set to addp.
238 Framework 8.1

Chapter 9: T-Server Common Configuration Options backup-sync Section
addp-timeout
Default Value: 0
Specifies the time interval that this T-Server waits for a response from another
T-Server after sending a polling signal. The default value of 0 (zero) disables
the functionality of this option. To establish an appropriate timeout, specify a
value other than the default. This option applies only if the protocol option is
set to addp.
addp-trace
Default Value: off
Valid Values:
off, false, no No trace (default).
local, on, true, yes Trace on this T-Server side only.
remote Trace on the redundant T-Server side only.
full, both Full trace (on both sides).
Specifies whether addp messages are traced in a log file, to what level the trace
is performed, and in which direction. This option applies only if the protocol
option is set to addp.
protocol
Default Value: default
Valid Values:
default The feature is not active.
addp Activates the Advanced Disconnect Detection Protocol.
Changes Take Effect: When the next connection is established
Specifies the name of the method used to detect connection failures. If you
specify the addp value, you must also specify a value for the addp-timeout,
addp-remote-timeout, and addp-trace options.
sync-reconnect-tout
Specifies the time interval after which the backup T-Server attempts to
reconnect to the primary server (for a synchronized link).

Chapter 9: T-Server Common Configuration Options call-cleanup Section
call-cleanup Section
The call-cleanup section contains the configuration options that are used to
control detection and cleanup of stuck calls in T-Server. For more information
on stuck call handling, refer to the “Stuck Call Management” chapter in the
Framework 8.0 Management Layer User’s Guide.
This section must be called call-cleanup.
cleanup-idle-tout
Default Value: 0
Specifies the time interval that T-Server waits for a call to be updated from its
last update. After this time elapses, if no new events about the call are
received, T-Server clears this call as a stuck call, either by querying the switch
(if a CTI link provides such capabilities) or by deleting the call information
from memory unconditionally. The default value of 0 disables the stuck calls
cleanup.
Note: If the call-cleanup functionality is enabled in T-Server for Avaya

Communication Manager, the UCID (Universal Call ID) feature must
be enabled on the switch as well. This allows the UCID to be
generated and passed to T-Server.
notify-idle-tout
Default Value: 0
Specifies the time interval that T-Server waits for a call to be updated from its
last update. After this time elapses, if no new events about the call are
received, T-Server reports this call as a stuck call. The default value of 0
disables the stuck calls notification.
periodic-check-tout
Default Value: 10 min
Specifies the time interval for periodic checks for stuck calls. These checks
affect both notification and cleanup functionality, and are made by checking
the T-Server’s own call information with call information available in the
switch. For performance reasons, T-Server does not verify whether the
240 Framework 8.1

Chapter 9: T-Server Common Configuration Options Translation Rules Section
notify-idle-tout or cleanup-idle-tout option has expired before performing

this check.
Note: Setting this option to a value of less than a few seconds can affect
T-Server performance.
Examples
This section presents examples of option settings in the call-cleanup section.
Example 1 cleanup-idle-tout = 0
notify-idle-tout = 0
periodic-check-tout = 10
With these settings, T-Server will not perform any checks for stuck calls.
Example 2 cleanup-idle-tout = 0
notify-idle-tout = 5 min
periodic-check-tout = 10 min
With these settings, T-Server performs checks every 10 minutes and sends
notifications about all calls that have been idle for at least 5 minutes.
Example 3 cleanup-idle-tout = 20 min
notify-idle-tout = 5 min
periodic-check-tout = 10 min
With these settings, T-Server performs checks every 10 minutes, sends
notifications about all calls that have been idle for at least 5 minutes, and
attempts to clean up all calls that have been idle for more than 20 minutes.
Translation Rules Section

The section name is specified by the inbound-translator-<n> option. It
contains options that define translation rules for inbound numbers.
You can choose any name for this section, provided that it matches the value of
the section. Every option in this section corresponds to a rule and must
conform to the format described below. You can configure as many rules as
necessary to accommodate your business needs.
rule-<n>
Valid Value: Any valid string in the following format:
in-pattern=<input pattern value>;out-pattern=<output pattern value>
Defines a rule to be applied to an inbound number. The two parts of the option
value describe the input and output patterns in the rule. When configuring the

Chapter 9: T-Server Common Configuration Options security Section
pattern values, follow the syntax defined in “Using ABNF for Rules” on
page 84. See “Configuring Number Translation” on page 91 for examples of
these rules as well as detailed instructions for creating rules for your
installation. For example, a value for this configuration option might look like
this:
rule-01 = in-pattern=0111#CABBB*ccD;out-pattern=ABD
security Section
The security section contains the configuration options that are used to
configure secure data exchange between T-Servers and other Genesys
components. Refer to the Genesys 8.x Security Deployment Guide for complete
information on the security configuration.
Timeout Value Format

This section of the document describes the values to use for those T-Server
common options that set various timeouts. The current format allows you to
use fractional values and various time units for timeout settings.
For timeout-related options, you can specify any value that represents a time
interval, provided that it is specified in one of the following formats:
[[[hours:]minutes:]seconds][milliseconds]
or
[hours hr][minutes min][seconds sec][milliseconds msec]
Where a time unit name in italic (such as hours) is to be replaced by an integer
value for this time unit.
Integer values with no measuring units are still supported, for compatibility
with previous releases of T-Server. When you do not specify any measuring
units, the units of the default value apply. For example, if the default value
equals 60 sec, specifying the value of 30 sets the option to 30 seconds.
Example 1
The following settings result in a value of 1 second, 250 milliseconds:
sync-reconnect-tout = 1.25
sync-reconnect-tout = 1 sec 250 msec
Example 2
The following settings result in a value of 1 minute, 30 seconds:
timeout = 1:30
timeout = 1 min 30 sec
242 Framework 8.1

Chapter 9: T-Server Common Configuration Options Changes from Release 8.0 to 8.1
Changes from Release 8.0 to 8.1

Table 23 lists the configuration options that:
• Are new or changed in the 8.1 release of T-Server
• Have been added or changed since the most recent 8.0 release of this
document
If a configuration option has been replaced with another that enables the same
functionality, the new option name and its location in this chapter are noted.
Table 23: Option Changes from Release 8.0 to 8.1
Option Name Option Values Type of Details

Change
TServer Section
background-processing true, false See Details Default value changed to true.

See the option description on
page 218.

Chapter 9: T-Server Common Configuration Options Changes from Release 8.0 to 8.1
244 Framework 8.1

Chapter
10 Configuration Options in
T-Server for Siemens
HiPath 4000
This chapter describes configuration options specific to the T-Server for
Siemens HiPath 4000 CSTA III and contains these sections:
 Application-Level Options, page 245

Agent Login-Level and DN-Level Options, page 278

Changes from 8.0 to 8.1, page 281
The configuration options common to all T-Servers are described in Chapter 8,
“Common Configuration Options,” on page 195 and Chapter 9, “T-Server
Application-Level Options
The configuration options specific to T-Server functionality are set in
Configuration Manager, in the corresponding sections on the Options tab of
the T-Server Application object.
For ease of reference, the options have been arranged in alphabetical order
within their corresponding sections:

Mandatory Options, page 246
 TServer Section, page 246

SwitchSpecificType Section, page 271

link-control Section, page 272
 Link-Disconnect Handling Options, page 276

Chapter 10: Configuration Options in T-Server for Siemens HiPath 4000 Application-Level Options
Mandatory Options
Table 24 lists the options that you must configure for basic T-Server operation.
All other options in this chapter are configured to enable T-Server to support
various features. Also see the requirements in “Configuration Requirements
for CAP 3.0 and CAP 3.0 Inside” on page 139.
To establish a link connection, simply configure the link options (TCP/IP) that
are applicable to the connection protocol used in your environment.
Table 24: Mandatory Options
Option Name Default Value Details
T-Server Section
link-control None See description on page 262.
CTI-Link Section
host None See description on page 273.
port 1040 See description on page 274.
TServer Section
This section must be called TServer.
accept-dn-type
Default Value: +extension +position +acdqueue +routedn
Valid Values:
+/-extension Accepts or rejects registration on DN of type Extension
(AddressTypeDN)
+/-position Accepts or rejects registration on DN of type ACD Position
(AddressTypePosition)
+/-acdqueue Accepts or rejects registration on DN of type ACD Queue
(AddressTypeQueue)
+/-routedn Accepts or rejects registration on DN of type Routing Point
(AddressTypeRouteDN)
+/-trunk Accepts or rejects registration on DN of type Trunk or Tie
Line (AddressTypeTrunk)
+/-voicemail Accepts or rejects registration on DN of type Voice Mail
(AddressTypeVoiceChannel)
+/-data Accepts or rejects registration on DN of type modem
(AddressTypeDataChannel)
246 Framework 8.1

+/-announcement Accepts or rejects registration on DN of type Music port

(AddressTypeAnnouncement)
+/-routequeue Accepts or rejects registration on DN of type Routing Queue
(AddressTypeRouteQueue)
Defines the supported set of device types that are not configured in the
Configuration Layer but that T-Server can register.
accode-agent
Specifies whether T-Server uses account codes as agent Walk-Away codes. If
the value of this option is set to true and the agent is in the NotReady state,
when the switch reports an account code T-Server sends another
EventAgentNotReady with the Extensions attribute ReasonCode set to the value
of the reported account code.
accode-data
Default Value: none
Valid Values: none, udata, ext
none T-Server does not map switch account codes.
udata T-Server attaches reported account codes as user data, using
configured Extensions attribute keys such as
GCTI_ACCOUNT_CODE_<N>. T-Server then sends requests to set
account codes to the switch, when such user data keys are used
in client requests AttachUserData or UpdateUserData.
ext T-Server attaches user data as extensions to all call events and
does not intercept user data update requests with the reserved
keys.
Related Feature: “Support for Account Codes” on page 164
Specifies whether T-Server has to map the switch account codes to call user
data (udata), to extensions (ext) or does not map switch account codes (none).
Note: T-Server always uses the reserved keys sent in any call-related client
request’s Extensions attribute, irrespective of the value of this option.

accode-index
Valid Values: false, true
Allows T-Server to attach multiple account codes to the call. Each new unique
account code is attached to the call, as Extensions or UserData, with the key as
configured by the option, accode-name, with an appended underscore and an
incremental integer index, starting from 1 (such as AccountCode_1). T-Server
keeps the nonindexed key updated with the latest received value, irrespective
of the value of this option.
accode-name
Default Value: AccountCode
Valid Values: Any valid key name
Specifies the data key name under which T-Server attaches the account code to
the call, as either user data or extensions.
accode-privateservice
Enables or disables the use of TPrivateService and EventPrivateInfo for
handling the Account Code feature.
acw-in-idle-force-ready
Default Value: true
Related Features: “Support for Emulated Agents” on page 147
Specifies whether, after timed manual wrap-up (when you have set the value of
the configuration option, timed-acw-in-idle, to true), T-Server forces the
agent to the Ready state. If the value of the configuration option is set to false,
T-Server returns the agents to the state that they were in prior to wrap-up.
acw-retain-call
Instructs T-Server to retain the last agent business call while the agent is in an
After-Call Work (ACW) period and allows user data updates to be added after
248 Framework 8.1

the call has been released. This allows the account code to be attached to the
previous call. When set to true, T-Server sends the account code in the
EventUserEvent message, rather than the EventAttachedDataChanged message,
to avoid confusing existing desktop applications.
Note: To enable the Standard Account Code functionality in T-Server, both

this option and acw-retain-lock must be enabled.
acw-retain-lock
Default Value: 0
Specifies the period of time, in seconds, for the call to remain locked in Call
Concentrator after the call has been released. When this option is enabled,
T-Server sends an EventUserEvent event with the key LockCall in
AttributeExtensions and the value set by the option. Typically, this value
should be greater than the ACW value.
Note: To enable the Standard Account Code functionality in T-Server, both

this option and acw-retain-call must be enabled.
In addition, the acw-retain-lock option must be set to a value equal
to, or greater than, the value set on the PBX for the Account Code
timeout. For further information on Call Locking, refer to the Call
Concentrator 7 Reference Manual.
agent-clean-login
Changes Take Place: Immediately
Clears all device calls when T-Server receives an Agent Login event from the
switch if the value of the configuration option is set to true. If the value of the
configuration option is set to false, this workaround is disabled.
agent-emu-login-on-call
Related Feature: “Support for Emulated Agents” on page 147
Specifies whether the T-Server allows an emulated agent login or logout on a
device where there is a call in progress.

The option can be set in the Configuration Layer in the following places in
order of precedence (highest to lowest):
1. The TServer section in the Annex tab of an agent.
2. The TServer section in the Annex tab of a device.
3. The TServer section of the T-Server Application.
The value can also be set by using the AgentEmuLoginOnCall Extensions
attribute in the TAgentLogin or TAgentLogout requests. The value specified by
the Extensions attribute, where present, takes precedence over the settings
configured in the Configuration Layer.
agent-group
Default Value: None
Valid Value: Any agent group value
Changes Take Effect: At the next agent login session
Specifies a value for a virtual group to be used for T-Server reporting.
T-Server obtains the value for this option in the following order of precedence:
1. In the TServer section of the Annex tab of the Agent Login object.
2. In the TServer section of the Annex tab of the DN object.
3. In the TServer section of the T-Server Application object.
agent-logout-on-unreg
Valid Values:
true T-Server will log out emulated and native agents on unregister.
false T-Server will not log out emulated or native agents on
unregister.
emu-only T-Server will log out only emulated agents on unregister.
Changes Take Effect: After agent logs out and then logs in again
Specifies whether T-Server performs an automatic logout of an agent whenever
their client application unregisters the DN from the T-Server. This happens
whenever a client application disconnects from the T-Server.
The option can be set in the Configuration Layer in the following places in
order of precedence (highest to lowest):
1. The TServer section in the Annex tab of the device representing the agent’s
group (such as an ACD Queue).
2. The TServer section in the Annex tab of an agent.
3. The TServer section in the Annex tab of a device.
4. The TServer section of the Application level.
250 Framework 8.1

The Configuration Layer configuration setting may be overridden by adding

the extension AgentLogoutOnUnregister to the TAgentLogin request.
Any subsequent self-transition TAgentLogin request can override the current
agent association by adding the AgentLogoutOnUnregister key of the
Extensions attribute with a value of true.
Similarly a TRegisterAddress request can override the current agent
association by adding the AgentLogoutOnUnregister key of the Extensions
attribute with a value of true.
agent-logout-reassoc
Valid Values:
true T-Server automatically associates a new client application with
the agent.
false T-Server does not automatically associate a new client
application with the agent.
Changes Take Effect: After agent logs out and then logs in again
Specifies whether the T-Server automatically associates a new client
application with the agent, when the application either:
• Registers on the agent DN, or;
• Sends a login request while the T-Server is currently waiting to log the
agent out due to the previously associated client disconnecting.
Note: The new client application must have the same application name as
the previously disconnected client.
agent-no-answer-action
Default Value: none
Valid Values:
none T-Server takes no action on agents when calls are not
answered.
notready T-Server sets agents NotReady when calls are not answered.
logout T-Server automatically logs out agents when calls are not
answered.
Related Feature: “Support for No-Answer Supervision” on page 154
When defined in the main TServer options section, this option defines the
default action that T-Server takes if a logged-in agent (real or emulated) fails to

answer a call within the time defined in agent-no-answer-timeout. See also the
Extensions attribute key NO_ANSWER_ACTION on page 177.
Note: If you define the no-answer-action configuration option on the Annex

tab of an Agent Login object in Configuration Manager, that value
overrides the value of agent-no-answer-action for that agent ID.
agent-no-answer-overflow
Valid Values:
none T-Server does not attempt to overflow a call on an
agent when agent-no-answer-timeout expires.
recall T-Server returns the call to the last distribution device
(the device reported in the ThisQueue attribute of the
call) when agent-no-answer-timeout expires.
release T-Server drops the call.
Any valid overflow T-Server returns the call to the specified destination
destination when agent-no-answer-timeout expires.
in a comma-
separated list
When defined in the main TServer options section, this configuration option
specifies a sequence of overflow destinations that T-Server attempts to
overflow to when the time specified in option agent-no-answer-timeout
expires. T-Server attempts to overflow in the order specified in the list. If all
overflow attempts fail, T-Server abandons overflow. See also the Extensions
attribute key NO_ANSWER_OVERFLOW on page 177. If the list of overflow destinations
contains the value recall, and the call was not distributed, T-Server skips to
the next destination in the list.
Note: If you define option no-answer-overflow on the Annex tab of an Agent

Login object in Configuration Manager, that value overrides the value
of agent-no-answer-overflow.
agent-no-answer-timeout
Default Value: 15
Valid Value: Any integer from 0–600
Defines the default time (in seconds) that T-Server waits for a logged-in agent
(real or emulated) to answer a call before executing the actions defined in
options agent-no-answer-overflow and agent-no-answer-action. A value of 0
252 Framework 8.1

(zero) disables the Agent No-Answer Supervision feature. See also the
Extensions attribute key NO_ANSWER_TIMEOUT on page 177.
Note: If you define the configuration option, no-answer-timeout, on the

Annex tab of an Agent Login object in Configuration Manager, that
value overrides the value of agent-no-answer-timeout for that agent.
Because T-Server for HiPath 4000 supports emulated routing, the
option supervised-route-timeout overrides this option for supervised
routed calls. If a call is delivered to a device using supervised routing,
and the routing timeout expires, T-Server does not apply the specified
no-answer overflow. If the call is routed to an agent, T-Server does
apply the specified no-answer action after the supervised routing
timeout expires.
agent-only-private-calls
Related Feature: “Support for Business-Call Handling” on page 144
Specifies whether T-Server blocks the classification of a call’s business type as
private when there is no agent on the call.
If the value of the configuration option is set to false, calls with no agents
present are classified with a business type of private, enabling No-Answer
Supervision (NAS) to be applied for private calls.
If the value of the configuration option is set to true, calls remain classified
with a business type of unknown.
agent-strict-id
Valid Values: true, false, passwd
Specifies whether, for emulated agents, T-Server allows:
• Any agent ID to be used during login (false)
• Only agent IDs configured in the Configuration Layer to be used during
login (true)
• Only agent IDs that match an agent ID configured in the Configuration
Layer and that also have a matching password (passwd).

auto-reconnect-on-fail
Default Value: true
Enables/disables the automatic reconnection of the main call when a consult
call is reported as either failed or blocked..
Note: This option can also be configured at the DN-level. The DN-level
setting takes precedence.
backwds-compat-acw-behavior
Valid Value: true, false
Specifies whether pre-7.5 behavior after-call work is enabled (value = true) or
disabled (value = false), for backward compatibility.
If the value of the configuration option is set to false and if an agent receives
or makes a business call while in emulated ACW, T-Server does the following:
1. Stops the ACW timer.
2. Forces the agent to the Ready state.
3. Restarts ACW (and the legal-guard timer) after the new business call is
released.
If an agent makes or receives a work-related call while in ACW, T-Server does
the following:
1. Suspends the ACW, but leaves the agent in the ACW state.
2. Resumes the ACW timer once the work-related call is released.
Note: A work-related call is one made by an agent while in ACW, or a

consult call where the main call is either a business call or a
work-related call.
After the ACW and any configured legal-guard time have been completed, the
agent is forced to the Ready state.
If an agent makes or receives a private call during ACW, no action is taken and
the ACW timer keeps running.
If the value of the configuration option is set to true, pre-7.5 behavior is used.
In this case, T-Server forces the agent to the Ready state after the after-call work
and legal-guard timer have been applied.
254 Framework 8.1

bsns-call-dev-types
Default Values: +acdq +rp +rpq +xrp
Valid Values: A set of space separated flags.
+/-acdq Turns on/off the classification of the call type as business on an
ACD Queue.
+/-rp Turns on/off the classification of the call type as business on a
Routing Point.
+/-rpq Turns on/off the classification of the call type as business on a
Routing Queue.
+/-xrp Turns on/off the classification of the call type as business on an
External Routing Point.
Specifies which types of distribution devices will be exempt from default
business-call handling. By default, T-Server classifies any call arriving at a
distribution device (ACD Queue, Routing Point, Routing Queue, External
Routing Point) as a business call. Using this option, you can disable automatic
classification for calls to a particular type of distribution device. For example,
if the value for this option is set to -rp, calls to Routing Point DNs will not be
automatically classified as business, allowing the routing strategy to use the
BusinessCallType Extension.
This option does not affect the application of the DN-level bsns-call-type
option.
callback-dn
Default Value: CallbackDN
Valid Value: Any string that does not correspond to an existing internal device
Changes Take Effect: After startup
Defines the value of the third-party DN used in reporting the switch CallBack
scenario as an emulated single-step transfer.
Note: The value for this option should not be included in any PBX dialing
plan, nor should any DN with a name of this value be configured in
the Configuration Layer.
call-type-by-dn
Related Feature: “Support for Call Type Prediction” on page 159
Enables or disables the setting of call type based on dialing plan analysis
(when configured) and on the DN configuration in the Configuration Layer.

clid-withheld-name
Default Value: PRIVATE
Valid Values: Any string
Defines a name that replaces a withheld CLID. If no value is entered (empty
string) the withheld CLID will be displayed.
consult-supervised-rt
Specifies whether T-Server allows supervised routing of consultation calls. If
the value of this configuration option is set to false, T-Server forces
nonsupervised routing for consultation calls, regardless of configuration option
or call-by-call settings.
Note: When set in the TServer section, this option defines the default value
for all Routing Points. However, you can also set a value for this
option on the Annex tab of DNs of type Routing Point in a section
called TServer. When set there, this value overrides the default value
for the specific Routing Point.
convert-otherdn
Default Value: +agentid +reserveddn +fwd
Valid Values:
+/-agentid Turns on/off either the conversion of the Agent ID value
provided in the OtherDN attribute to the DN associated with this
Agent, or the DN value to Agent ID value (where appropriate).
+/-reserveddn Turns on/off the conversion of OtherDN for reserved DNs.
+/-fwd Turns on/off conversion of OtherDN in request
TSetCallForward.
Related Feature: “Support for Smart OtherDN Handling” on page 156
Defines whether T-Server has to convert (if applicable) the value provided in a
request’s AttributeOtherDN.
correct-connid
Default Value: true
If the value of the configuration option is set to true, T-Server corrects the
value of the wrong connection IDs provided by the application in CTI requests.
A valid value of false disables this feature.
256 Framework 8.1

correct-rqid
Default Value: true
If the value of the configuration option is set to true, T-Server mutates CTI
requests provided by the application if the value of the request does not
correspond semantically to the actual state of calls on the device. A valid value
of false disables this feature.
Note: The value of this option must be set to false when using a multiline or
MEA device, otherwise T-Server rejects the release request for the
active call if there are two or more held calls on the device.
default-dn-type
Default Value: none
Valid Values:
none T-Server assigns DN type using PBX-provided information
extension T-Server uses value AddressTypeDN
position T-Server uses value AddressTypePosition
acdqueue T-Server uses value AddressTypeQueue
routedn T-Server uses value AddressTypeRouteDN
trunk T-Server uses value AddressTypeTrunk
voicemail T-Server uses value AddressTypeVoiceChannel
data T-Server uses value AddressTypeDataChannel
announcement T-Server uses value AddressTypeAnnouncement
routequeue T-Server uses value AddressTypeRouteQueue
Defines the value that T-Server applies for AttributeAddressType when the
client does not provide that attribute or provides value AddressTypeUnknown.
dial-separator
Default Value: , (comma)
Valid Values: String that consists of all possible symbols for separation in the
dialing string.
Specifies the symbol that T-Server uses as a separator when splitting into
separate parts the dialing string provided in the following requests: TMakeCall,
TInitiateTransfer and TInitiateConference.
The resulting request is made by using a combination of the CSTA requests
MakeCall (MakeConsultationCall) and one or more Escape Service Dial
Digits, separated by a pause.

dn-del-mode
Default Value: idle
Valid Values: See “Timeout Value Format” on page 242
never T-Server does not unregister the DN with the PBX
and device related information is never deleted
from T-Server memory.
idle T-Server unregisters the DN with the PBX and
device-related information is deleted from T-Server
memory as soon as there are no more calls on this
device.
force T-Server unregisters DN with the PBX and
device-related information is deleted from T-Server
memory regardless of the calls existed on that DN.
Timeout Value Format T-Server applies a defined delay before
unregistering the DN after the last call has left that
DN. The valid value idle is equivalent to setting
the Timeout Value to 0 (zero).
Defines how T-Server handles device and device-related information when the
DN is not configured in the Configuration Layer and there are no clients
registered on that DN.
Note: DNs not configured in the Configuration Layer feature cannot be used
with Switch Partitioning feature. When using Switch Partitioning, all
DNs must be configured in the Configuration Layer.
dn-for-undesired-calls
Valid Values: Any valid switch DN
Related Feature: See “Support for Call Type Prediction” on page 159
Specifies the DN that T-Server uses as the request destination if the client
provides a reserved DN in the request.
Note: You can set a value for this option on the Annex tab of appropriate
DNs in a section called TServer. When set there, this value overrides
the default value for the DN.
258 Framework 8.1

dtmf-digit-length
Default Value: 80
Valid Value: Any integer from 40-100
Specifies the length of DTMF tones generated when a TSendDTMF request is
performed.
emulate-login
Default Value: on-RP
Valid Values:
true T-Server performs an emulated login.
false T-Server passes a login request to the PBX.
on-RP T-Server checks the Agent Group associated with the login
request. If the Agent Group is a standard Routing Point the
emulated login request succeeds. This value can only be set at
the Application level, and is available for backwards
compatibility.
Specifies whether T-Server performs an emulated agent login when the login
device is configured in the Configuration Layer as a device of type Extension.
This value can be set in a number of places, and T-Server processes it in the
order of precedence shown below, highest first. If the value is not present at the
higher level, T-Server checks the next highest level, and so on.
1. In TAgentLogin, using the Extensions attribute key EmulateLogin.
2. In the Agent Login object on the Annex tab.
3. In the login device object on the Annex tab.
4. In the device representing an Agent Group object, on the Annex tab.
5. In the T-Server Application object, in the Tserver section.
6. Using an Agent Group corresponding to an object which is configured in
the Configuration Layer as a device of type Routing Point.
emulated-login-state
Default Value: ready
Valid Values:
not-ready T-Server distributes EventAgentNotReady after EventAgentLogin
ready T-Server distributes EventAgentReady after EventAgentLogin

When T-Server performs an emulated agent login and the client specifies an
agent work mode other than ManualIn or AutoIn, T-Server uses this option to
determine which event to distribute.
This option can be set in a number of places, and T-Server processes it in the
higher level, T-Server checks the next level, and so on.
1. In TAgentLogin, using the Extensions attribute key EmulateLogin.
2. In the Agent Login object on the Annex tab.
3. In the agent login device on the Annex tab.
4. In the login device representing an Agent Group object during login, on the
Annex tab.
5. In the T-Server Application object in the Tserver section.
6. Using an Agent Group corresponding to an object which is configured in
the Configuration Layer as a device of type Routing Point.
extn-no-answer-overflow
Default Value: No default value.
Valid Values: none, recall, release, any valid overflow destination, in a
comma-separated list
none T-Server does not attempt to overflow a call on an extension
when extn-no-answer-timeout expires.
recall T-Server returns the call to the last distribution device (the
device reported in the ThisQueue attribute of the call) when
extn-no-answer-timeout expires.
Any valid T-Server returns the call to the specified destination
overflow when extn-no-answer-timeout expires.
destination, in a
comma-
separated list
Specifies a sequence of overflow destinations that T-Server attempts to
overflow to when the time specified in the extn-no-answer-timeout
configuration option expires.
T-Server attempts to overflow in the order specified in the list. If all overflow
attempts fail, T-Server abandons overflow. See also Extensions attribute key
NO_ANSWER_OVERFLOW on page 177.
260 Framework 8.1

If the list of overflow destinations contains the value recall, and the call was not
distributed, T-Server skips to the next destination in the list.
Note: If you define option no-answer-overflow on the Annex tab of any

individual Extension object in Configuration Manager, that value
overrides the value of extn-no-answer-overflow for that Extension
object only.
extn-no-answer-timeout
Default Value: 15
Defines the default no-answer timeout (in seconds) that T-Server applies to any
device of type Extension. When the timeout ends, T-Server executes the
actions defined in option extn-no-answer-overflow.
A value of 0 deactivates the no-answer supervision feature for devices of type
Extension.
See also Extensions attribute key NO_ANSWER_TIMEOUT on page 177.
Note: If you define option no-answer-timeout on the Annex tab of an

Extension object in Configuration Manager, that value overrides the
value of extn-no-answer-timeout for that Extension object.
heartbeat-appname
Valid Value: Any valid application name
Defines the identity of the heartbeat application that keeps calls queued while
waiting for routing instructions. The switch expects heartbeat messages with
this preconfigured application name.
heartbeat-overflow
Valid Value: Any valid destination
Defines the destination to which queued calls are overflowed (by the
application defined in heartbeat-appname) if the switch does not receive the
expected heartbeat message.

inbound-bsns-calls
Specifies whether T-Server should consider all established inbound calls to be
business calls (and consequently apply emulated wrap-up). This applies to both
local and real (CCD or RSI) agents from release 7.1 of T-Server.
inherit-bsns-type
Determines whether a consult call that is made from a business primary call
should inherit the Extensions attribute key GCTI_BUSINESS_CALL.
internal-bsns-calls
Determines whether T-Server considers internal calls made from or to any
agent as business calls.
legal-guard-time
Default Value: 0
Specifies a legal-guard time (in seconds) for emulated agents to postpone the
transition to the Ready state after a business call. T-Server always considers a
routed call a business call.
link-control
Default Value: None. Required if the configuration section link-control is
absent.
Valid Values: Any valid section name
Specifies the section where CTI-link options are specified.
262 Framework 8.1

max-pred-req-delay
Default Value: 3
Related Feature: “Support for Emulated Predictive Dialing” on page 152
Defines the maximum time (in seconds) that T-Server waits for a free dialing
resource to become available before rejecting a TMakePredictiveCall request.
nas-indication
Default Value: none
Valid Values:
none No reason or extension is provided in EventReleased
ext Extensions attribute key NO_ANSWER_TIMEOUT is supplied in
EventReleased
rsn Reason NO_ANSWER_TIMEOUT is supplied in EventReleased
Specifies the reporting action in EventReleased when No-Answer Supervision
overflows a call.
nas-private
Specifies whether No-Answer Supervision is enabled for private calls.
Note: When set in the TServer section, this option defines the default value
for all private calls. However, you can also set a value for this option
on the Annex tab of DNs of type Extension or Agent ID in a section
for the specific DN.
outbound-bsns-calls
Specifies whether T-Server should consider all established outbound calls on a
emulated agent as business calls after being established.

override-switch-acw
Reserved for Genesys Engineering.
pend-state-sync-tout
Default Value: 0
Valid Values: Any integer from 0-10
Sets the timeout period (in seconds) for the PBX to send a synchronizing
agent-state event after the call is released. A value of 0 indicates that the PBX
does not send such events.
posn-no-answer-overflow
Valid Values:
none T-Server does not attempt to overflow a call on a position when
the timeout value specified for the posn-no-answer-timeout
posn-no-answer-timeout expires.
Any valid T-Server returns the call back to the specified
overflow destination when the timeout value specified for the
destination, posn-no-answer-timeout configuration option expires.
in a comma-
separated list
Specifies a sequence of overflow destinations that T-Server attempts to
overflow to when the timeout value specified in the posn-no-answer-timeout
T-Server attempts to overflow in the order specified in the list. If all overflow
attempts fail, T-Server abandons overflow. See also Extensions attribute key
NO_ANSWER_OVERFLOW on page 177.
If the list of overflow destinations contains the value recall and the call was not
Note: If you define the option, no-answer-overflow, on the Annex tab of any
individual ACD Position object in Configuration Manager, that value
overrides the value of posn-no-answer-overflow for that position only.
264 Framework 8.1

posn-no-answer-timeout
Default Value: 15
Defines the default no-answer timeout (in seconds) that T-Server applies to any
device of type ACD Position. When the timeout ends, T-Server executes the
actions defined in the posn-no-answer-overflow configuration option.
See also Extensions attribute key NO_ANSWER_TIMEOUT on page 177.
Note: If you define the option, no-answer-overflow, on the Annex tab of an

ACD Position object in Configuration Manager, that value overrides
the value of posn-no-answer-timeout for that position.
prd-dist-call-ans-time
Default Value: 0
Related Feature: “Support for Emulated Predictive Dialing” on page 152
Specifies the duration of a timer (in seconds) which starts after a customer
answers a predictive call. If the call has not been answered by an agent when
the timer expires, T-Server abandons the call. With value 0 (zero), T-Server
does not automatically abandon the call, which then rings on the agent until it
is answered.
Notes: • When set at the Application level, this option defines the default
value to be applied for all agents. However, you can also set this
option on the Annex tab of the Agent login object, in a section
called TServer. When set in this way, this value overrides the
default value for the specific agent ID.
When an emulated predictive dial is made from an emulated
Routing Point, and configuration options, prd-dist-call-ans-time
and route-no-answer-timeout, are set, the value in
prd-dist-call-ans-time takes precedence.
• When using T-Server 8.0 with Outbound Contact Server (OCS) 7.6
or lower, this option must be set to 0 (zero).

recall-no-answer-timeout
Default Value: 15
Defines the time that T-Server waits for a call to reappear on a device as a
result of a recall (for example, a ringback waiting to be answered). When the
timer expires, T-Server executes the actions defined by the relevant overflow
option, as well as the action option for cases where an agent is logged in.
If the value is set to 0, there is no No-Answer Supervision for such calls.
This option can be defined either at the Application level or in a section called
Tserver on the Annex tab of any of the following configuration object types in
Configuration Manager:
• Extension
• ACD Position
• Voice Treatment Port
• Agent Login
releasing-party-report
Specifies whether T-Server reports the Extensions attribute key
ReleasingParty in events EventReleased and EventAbandoned to indicate
which party initiated the call release.
retain-call-tout
Default Value: 15
Specifies the interval (in seconds) that T-Server waits before cleaning up either
a released call, or a call that is connected to an unmonitored device, where the
call is still in T-Server internal structures.
route-failure-alarm-high-wm
Default Value: 10
Valid Values: Positive integer for absolute value or floating point number
followed by % (percent) symbol. For example—10%, 2.25%, 5E-2%.
Related Feature: See “Support for Failed Route Notification” on page 161
Defines the high water mark which must be reached in order for a route failure
alarm to be triggered, within the period configured in the
route-failure-alarm-period configuration option.
266 Framework 8.1

route-failure-alarm-low-wm
Default Value: 1
Valid Values: Positive integer for absolute value or floating point number
followed by % (percent) symbol. For example—10%, 2.25%, 5E-2%.
Defines the low water mark which must be reached, while under the route
failure alarm condition, within the period configured in the
route-failure-alarm-period configuration option.
route-failure-alarm-period
Default Value: 0
Valid Values: Positive integer
Defines the interval (in seconds) in which the number of failed route requests
is totalled, in order to determine either a possible route failure alarm or the
cancelation of an alarm, based on the failed route counter reaching the relevant
high or low water mark.
Note: This option also specifies the minimum time between alarm setting
and alarm clearing.
rtmem-divert-tout
Default Value: 0
Defines the length of the delay (in milliseconds) between the PBX reporting of
released on an emulated Routing Point member device (switch-specific type 2)
and the T-Server reporting the released event. If there is a ringing event on
an alternate route member device during the delay, then the T-Server handles
the event as an internal transfer. This prevents the reporting of abandoned
events on the emulated Routing Point when the call moves between route
member devices.
supervised-route-timeout
Default Value: 5
Specifies the interval (in seconds) that T-Server waits for a call routed from an
emulated Routing Point using supervised routing to be answered. If the call is
not answered within the period specified, T-Server recalls the call to the
Routing Point and initiates rerouting. Setting this configuration option to a
value of 0 (zero) deactivates this feature. If a combination of Extensions and

option values forces T-Server to use routing through Transfer, but the timeout
is set to 0 (zero), T-Server does not consider the routing as supervised, and
completes the transfer immediately.
See also agent-no-answer-timeout. For predictive dialing to work, you must
set values greater than 0 (zero) for both this option and the
prd-dist-call-ans-time option.
This timeout should be set to a value higher than the system latency.
Note: When set at the Application level, this option defines the default value
for all Routing Points. However, you can also set a value for this
option on the Annex tab of DNs of type Routing Point in a section
for the specific Routing Point. You can also use the Extensions
attribute key SUPERVISED_ROUTE to override the value of this
configuration option on a call-by-call basis. When a value is set in the
Extensions attribute, this takes precedence, followed by values set in
the Annex tab, then the application value.
When an emulated predictive dial is made from an emulated Routing
Point, and options prd-dist-call-ans-time and
route-no-answer-timeout are set, the value in prd-dist-call-ans-time
takes precedence.
sync-emu-acw
Specifies whether T-Server synchronizes emulated ACW for emulated agents.
The TAgentLogin Extensions attribute key SyncEmuAgentACW overrides the value
configured for this option.
timed-acw-in-idle
Default Value: true
Specifies whether T-Server applies the automatic wrap-up timer (using the
wrap-up-time parameter) when an agent sends TAgentNotReady. If the value of
the configuration option is set to false, T-Server does not automatically end
manual wrap-up—the agent must return manually from ACW.
268 Framework 8.1

transfer-timer
Default Value: 1000
Specifies the time (in milliseconds) for automatic device cleanup after a
transfer. After a two-step or single-step transfer CTI request, the switch may
initiate a new call, leaving the device busy. If this option has a value, T-Server
starts a timer on the device after transfer: any new calls initiated on that device
during the specified time are automatically cleared by T-Server using a CSTA
ClearConnection request. EventOnHook is postponed until the new call is
cleared, or the timer has expired, to prevent new calls being routed to such a
device.
A value of 0 (zero) disables this option.
unknown-bsns-calls
Determines whether T-Server considers calls of unknown call type made from
or to any agent as business calls.
untimed-wrap-up-value
Default Value: 1000
Valid Value: Any nonzero positive integer
Specifies the threshold at which the timing of ACW stops and manual
intervention is required (untimed ACW).
unknown-xfer-merge-udata
If the value of the configuration option is set to true, T-Server copies the user
data from the current monitored call to the call transferred from an
unmonitored destination. Because the primary call was previously unknown,
normal user data inheritance mechanisms cannot be used.

uui-as-text
Specifies whether the user data type UU_DATA is sent to CallBridge/CAP as text
(value = true) or binary (value = false). Data must be in ASCII format when
this option is enabled.
vto-onhook-dly
Default Value: 0
Defines the length of the delay (in milliseconds) between the PBX reporting of
on-hook for VTO devices and the T-Server sending EventOnHook for the
device. A value of 0 (zero) indicates that there will be no delay. This option is
valid only for DNs configured as VTO devices (switch-specific type 8).
wrap-up-threshold
Default Value: 0
Specifies the minimum period (in seconds) that a business call must last before
emulated ACW is applied at the end of the call.
wrap-up-time
Default Value: 0
Valid Value:
0 ACW is disabled
Exception: When set in the Annex tab of the Agent
Login object, value 0 (zero) means T-Server will
process from Step 4 in the processing order of
precedence below.
Value greater than 0 but The number of seconds of timed ACW, after which
less than T-Sever returns the agent automatically to the Ready
untimed-wrap-up-value state.
Value equal to untimed- ACW is untimed and the agent must manually
wrap-up-value return to the Ready state.
Value greater than Disables ACW.
untimed-wrap-up-value
untimed ACW is untimed and the agent must manually
return to the Ready state.
270 Framework 8.1

Specifies the amount of wrap-up time (ACW) allocated to emulated agents at

the end of a business call.
This option can be set in a number of places, and T-Server processes it in the
higher level, T-Server checks the next level, and so on.
1. In TAgentPendingACW, in Extensions attribute key WrapUpTime (applies to
this agent only).
2. In TACWInIdle, in Extensions attribute key WrapUpTime (applies to this
agent only).
3. In the call, in user data WrapUpTime (limited to ISCC scenarios).
4. In a configuration object of type ACD Queue or Routing Point, on the Annex
tab.
5. In TAgentLogin, in Extensions attribute key WrapUpTime (applies to this
agent only).
6. In the Agent Login object, on the Annex tab.
7. In the login device object, on the Annex tab.
8. Using an Agent Group corresponding to an object configured in the
Configuration Layer as a device of type ACD Queue.
9. In the T-Server Application object.
SwitchSpecificType Section
This section must be called SwitchSpecificType.
acd-queue
Default Value: 0
Valid Value: Switch-specific types for DN of type ACD Position supported by
T-Server
Defines the switch-specific type that T-Server uses for registration of DNs of
type ACD Position (AddressTypePosition) that are not configured in the
extension
Default Value: 0
Valid Value: Switch-specific types for DN of type Extension supported by
T-Server
type Extension (AddressTypeDN) that are not configured in the Configuration
Layer.

routing-point
Default Value: 0
Valid Value: Switch-specific types for DN of type Routing Point supported by
T-Server
type Routing Point (AddressTypeRouteDN) that are not configured in the
routing-queue
Default Value: 0
Valid Value: Switch-specific types for DN of type Routing Queue supported by
T-Server
type Routing Queue (AddressTypeRouteQueue) that are not configured in the
link-control Section
The section name must be link-control.
acse-enable
Note: Specifies whether ACSE negotiation should be used at link startup.

Genesys recommends using the default value and configuring
T-Server to connect to CSTA III services on the CAP server.
See also “Configuration Requirements for CAP 3.0 and CAP 3.0 Inside” on
page 139.
call-rq-gap
Default Value: 250
Specifies (in milliseconds) the length of delay applied to a request issued
against a busy call (a call that has another request working on it already). This
prevents race conditions on the different call legs.
Set the value of this option to a time longer than the usual response time for a
request from the switch.
272 Framework 8.1

device-rq-gap
Default Value: 250
Specifies (in milliseconds) the minimum time gap between sequential requests
relating to a device. Note that this setting only affects the gap between requests
in a device queue.
Note: You can also set a value for this option at a DN-level in the TServer
section on the Annex tab with option rq-gap.
hostname
Default Value: No default value. Mandatory option.
Valid Value: Any valid host name
Changes Take Effect: At T-Server start/restart
Specifies the hostname of the CAP server. You must specify a value for this
option.
page 139.
kpl-interval
Default Value: 10
Related Feature: “Support for Keep-Alive Feature” on page 158
Specifies a “keep-alive” interval (in seconds). To check network connectivity,
T-Server issues a dummy CTI request at the interval specified when there is no
other activity on the link. A value of 0 (zero) disables this feature.
The value of this option may need to be increased to avoid false restarts if the
switch is sometimes slow to respond, for example, during busy periods.
kpl-tolerance
Default Value: 3
Specifies the threshold number of accumulated KPL request failures. When the
threshold is reached T-Server may either consider the CTI link:
• To be lost—in which case T-Server tries to reconnect to it.
• To be unstable—in which case T-Server issues a warning message.

link-alarm-high
Default Value: 0
Valid Values: 0-100
Specifies the percentage of the use-link-bandwidth option when LMS message
LINK_ALARM_HIGH is triggered.
A value of 0 (zero) disables the feature.
link-alarm-low
Default Value: 0
Valid Values: 0-100
Specifies percentage of the use-link-bandwidth option when LMS message
LINK_ALARM_LOW will be triggered.
max-outstanding
Default Value: 100
Specifies the maximum number of the outstanding sent requests awaiting the
response from the link.
port
Default Value: 1040
Valid Value: Any valid TCP port address
Specifies the TCP port address of the CallBridge server.
page 139.
reg-delay
Default Value: 1000
Valid Values: 0 - 5000
Defines the time (in milliseconds) that T-Server waits for the DN Created
notification from Configuration Server before it starts processing the
registration request from the client as a request for a DN not configured in the
274 Framework 8.1

reg-interval
Default Value: 60
Specifies the time interval (in seconds) for the Start Monitor request to be
re-sent to the switch if the initial request fails. A value of 0 (zero) switches this
feature off.
reg-silent
Default Value: true
If the value of the configuration option is set to true, T-Server reports
EventRegistered for “on-demand” registration with the PBX when the
procedure is completed
If the value is false, T-Server reports EventRegistered as early as possible
during the PBX registration procedure.
Note: Reserved for Genesys Engineering.
rq-conflict-check
Default Value: true
Specifies whether the request conflict checking feature is enabled. This feature
intelligently resolves conflicting client requests.
rq-expire-tout
Default Value: 10000
Specifies the interval (in milliseconds) that T-Server waits before deleting
pending requests (requests for which it has received no notification from the
switch) from clients.
This timeout should be set to a value higher than the system latency.
Note: This option has no effect if the value for the configuration option,
kpl-tolerance, is set to 0. In that case, a single KPL failure will
trigger a link restart.

rq-gap
Default Value: 0
Specifies the minimum interval (in milliseconds) between succeeding CTI
requests sent over the link. You can adjust the value to meet CTI-link load and
performance requirements.
use-link-bandwidth
Default Value: auto
Valid Values: 0-999, auto
Specifies the maximum number of requests per second throughput to be used
by T-Server to calculate link alarm messages. A value of 0 (zero) disables the
feature.
Link-Disconnect Handling Options

ha-sync-dly-lnk-conn
Determines whether the backup T-Server delays sending of
EventLinkConnected until it has been notified that T-Server synchronization has
completed. With value true, the backup T-Server sends EventLinkConnected
once it has completed switch synchronization (that is, after all calls are cleared
n the primary T-Server. If the value of the configuration option is set to false,
there is no delay in sending EventLinkConnected and synchronization takes
place as for pre-7.1 T-Servers.
quiet-cleanup
Disables the events that T-Server would otherwise send to clients during
clean-up to notify them about the deleted calls. If the value of the configuration
option is set to true, the T-Server clients are supposed to drop all the calls
upon EventLinkDisconnected without waiting for T-Server notification. See
restart-cleanup-limit.
276 Framework 8.1

quiet-startup
Disables the events that T-Server would otherwise send to clients during link
start-up to notify clients about the changes that occurred during the link
outage. If the value of the configuration option is set to true, clients should
query the T-Server after the EventLinkConnected.
restart-cleanup-limit
Default Value: 0
Valid Values: Any integer
Defines the maximum number of reconnect attempts for calls (and possibly
agent logins) in T-Server during link outage. A value of 0 zero means all the
calls are deleted immediately after the link failure. See restart-period.
restart-cleanup-dly
Default Value: 0
Valid Values: Any integer
Specifies the delay, in seconds, for T-Server to keep “unreliable” calls after
link startup. This delay allows T-Server to salvage calls that existed before the
link failure (for which any events were received) if T-Server was unable to
verify the their existence using snapshot. A value of 0 (zero) means any non
verified calls are cleared up immediately after completion of link startup.
restart-period
Default Value: 20
Valid Values: 0-600
Specifies the interval (in seconds) that T-Server waits between attempts to
reconnect to the switch when the link fails. A value of 0 (zero) means T-Server
does not try to reconnect unless the link configuration is changed.

Chapter 10: Configuration Options in T-Server for Siemens HiPath 4000 Agent Login-Level and DN-Level Options
Agent Login-Level and DN-Level Options

You can set the configuration options described in this section in the TServer
section of the Annex tab of the relevant configuration object in the
auto-reconnect-on-fail
Default Value: true
Enables/disables the automatic reconnection of the main call when a
consultation call initiated from this DN is reported as either failed or blocked.
Note: This option can also be configured at the Application level, where it
applies globally to all consultation calls. However, the DN-level
setting takes precedence.
bsns-call-type
Default Value: none
Valid Values:
business The call is classified as a business call.
private The call is classified as a private call.
ignore The distribution device has no effect on business call
classification.
Related Features: “Support for Business-Call Handling” on page 144
The option can be configured in the TServer section on the Annex tab of a
distribution device. This option takes precedence over the Application-level
options inbound-bsns-call, internal-bsns-call, and outbound-bsns-call,
and is applied on calls arriving on the device in question.
Distribution devices include ACD Queue, Routing Point, Routing Queue and
External Routing Point. This option has no effect on any other device types.
The value of the option overrides any of the following T-Server configuration
options set at the Application level for the object where it has been set
(depending on the type of configuration object). It may be overridden by the
BusinessCallType key of the Extensions attribute.
278 Framework 8.1

no-answer-action
Default Value: none
Valid Values:
none T-Server takes no action on agents when business calls are not
answered.
notready T-Server sets agents NotReady when business calls are not
answered.
logout T-Server automatically logs out agents when business calls are
not answered.
This option is defined in a section called TServer on the Annex tab of any Agent
Login object in Configuration Manager. The value set in the Annex tab is
specific to this instance of an agent, and overrides the value for the same
option set in the Options tab.
If an emulated or real PBX agent receives a T-Server business call and the
agent fails to answer the call within the time defined in option
agent-no-answer-timeout, option no-answer-action determines the action
T-Server performs on this agent.
Note: If a call is abandoned before one of the timeouts specified for

agent-no-answer-timeout, no-answer-timeout, or
supervised-route-timeout expires (depending on which timer is
applicable), T-Server performs no action on this agent.
no-answer-overflow
Valid Values:
none T-Server does not attempt to overflow a call on an agent when
agent-no-answer-timeout expires.
agent-no-answer-timeout expires.
default T-Server stops execution of the current overflow sequence and
continues with the T-Server default overflow sequence defined
by the relevant overflow option in the main TServer section.
Any valid T-Server returns the call to the specified destination when
overflow agent-no-answer-timeout expires.
destination, in a
comma-separated
list


Defined in a section called TServer on the Annex tab of any of the following
configuration object types in Configuration Manager:
• Agent Login
• Extension
• ACD Position
The value of this option overrides any of the following T-Server configuration
(depending on configuration object type):
• agent-no-answer-overflow if defined for an Agent Login object
• extn-no-answer-overflow if defined for an Extension object or a Voice
Treatment Port object
• posn-no-answer-overflow if defined for an ACD Position object
T-Server attempts to apply the overflow in the order that is listed. If the first
overflow destination fails, then T-Server attempts the next one in the list. If all
overflow destinations in the list fail, then T-Server abandons overflow. If the
list of overflow destinations contains the value recall, and the call was not
no-answer-timeout
Default Value: 15
Defined in a section called TServer on the Annex tab of any of the following
types of configuration object in Configuration Manager:
• Extension
• ACD Position
• Agent Login
This option defines the time (in seconds) that T-Server waits for a call that is
ringing on the device in question to be answered. When the timer expires,
T-Server applies the appropriate overflow, and, in the case of agents, the
appropriate logout or not-ready action.
A value of 0 deactivates no-answer supervision for this device.
The value of this option overrides any of the following T-Server configuration
(depending on configuration object type):
• agent-no-answer-timeout if defined for an Agent Login object
280 Framework 8.1

Chapter 10: Configuration Options in T-Server for Siemens HiPath 4000 Changes from 8.0 to 8.1
• extn-no-answer-timeout if defined for an Extension object or a Voice

Treatment Port object
• posn-no-answer-timeout if defined for an ACD Position object
Changes from 8.0 to 8.1

Table 25 lists the configuration options that:
• Are new or changed in the 8.1 release of T-Server
• Have been added or changed since the most recent 8.0 release of this
document
If a configuration option has been replaced with another that enables the same
functionality, the new option name and its location in this chapter are noted.
Table 25: Changes from 8.0 to 8.1
Option Name Details
T-Server Section
auto-reconnect-on-fail Re-located to the TServer section in 8.1.

See description on page 254.

Chapter 10: Configuration Options in T-Server for Siemens HiPath 4000 Changes from 8.0 to 8.1
282 Framework 8.1

Supplements
Related Documentation
Resources
The following resources provide additional information that is relevant to this
software. Consult these additional resources as necessary.
T-Server for Siemens HiPath 4000 CSTA III

• The Release Notes and Product Advisories for this product, which are
available on the Genesys Technical Support website at
http://genesyslab.com/support.
Management Framework
Consult these additional resources as necessary:
• The Framework 8.1 Deployment Guide, which will help you configure,
install, start, and stop Framework components.
• The Framework 8.1 Configuration Manager Help, which describes how to
use Configuration Manager in either an enterprise or multi-tenant
environment.
• The Framework 8.1 Genesys Administrator Help, which describes how to
use Genesys Administrator in either an enterprise or multi-tenant
environment.
• The Framework 8.0 Configuration Options Reference Manual, which will
provide you with descriptions of configuration options for other
Framework components.
Platform SDK
• The Genesys Events and Models Reference Manual, which contains an
extensive collection of events and call models describing core interaction
processing in Genesys environments.

Related Documentation Resources
• The Voice Platform SDK 8.x .NET (or Java) API Reference, which contains
technical details of T-Library functions.
Genesys
• Genesys Technical Publications Glossary, which ships on the Genesys
Documentation Library DVD and which provides a comprehensive list of
the Genesys and computer-telephony integration (CTI) terminology and
acronyms used in this document.
• Genesys Migration Guide, which ships on the Genesys Documentation
Library DVD, and which provides documented migration strategies for
Genesys product releases. Contact Genesys Technical Support for more
information.
Information about supported hardware and third-party software is available on
the Genesys Technical Support website in the following documents:
• Genesys Supported Operating Environment Reference Manual
• Genesys Supported Media Interfaces Reference Manual
Consult these additional resources as necessary:
• Genesys Hardware Sizing Guide, which provides information about
Genesys hardware sizing guidelines for the Genesys 7.x and 8.x releases.
• Genesys Interoperability Guide, which provides information on the
compatibility of Genesys products with various Configuration Layer
Environments; Interoperability of Reporting Templates and Solutions; and
Gplus Adapters Interoperability.
• Genesys Licensing Guide, which introduces you to the concepts,
terminology, and procedures relevant to the Genesys licensing system.
• Genesys Database Sizing Estimator 8.0 Worksheets, which provides a
range of expected database sizes for various Genesys products.
For additional system-wide planning tools and information, see the release-
specific listings of System Level Documents on the Genesys Technical Support
website, accessible from the system level documents by release tab in the
Knowledge Base Browse Documents Section.
Genesys product documentation is available on the:
• Genesys Technical Support website at http://genesyslab.com/support.
• Genesys Documentation Library DVD, which you can order by e-mail
from Genesys Order Management at [email protected].
284 Framework 8.1

Document Conventions
This document uses certain stylistic and typographical
conventions—introduced here—that serve as shorthands for particular kinds of
information.
Document Version Number

A version number appears at the bottom of the inside front cover of this
document. Version numbers change as new information is added to this
document. Here is a sample version number:
80fr_ref_06-2008_v8.0.001.00
You will need this number when you are talking with Genesys Technical
Support about this product.
Screen Captures Used in This Document

Screen captures from the product graphical user interface (GUI), as used in this
document, may sometimes contain minor spelling, capitalization, or
grammatical errors. The text accompanying and explaining the screen captures
corrects such errors except when such a correction would prevent you from
installing, configuring, or successfully using the product. For example, if the
name of an option contains a usage error, the name would be presented exactly
as it appears in the product GUI; the error would not be corrected in any
accompanying text.
Type Styles
Table 26 describes and illustrates the type conventions that are used in this
document.

Table 26: Type Styles
Type Style Used For Examples
Italic • Document titles Please consult the Genesys Migration

• Emphasis Guide for more information.
• Definitions of (or first references to) Do not use this value for this option.
unfamiliar terms A customary and usual practice is one
• Mathematical variables that is widely accepted and used within a
particular industry or profession.
Also used to indicate placeholder text within
code samples or commands, in the special case The formula, x +1 = 7
where angle brackets are a required part of the where x stands for . . .
syntax (see the note about angle brackets on
page 286).
Monospace All programming identifiers and GUI Select the Show variables on screen
font elements. This convention includes: check box.
(Looks like • The names of directories, files, folders, In the Operand text box, enter your
teletype or configuration objects, paths, scripts, dialog formula.
typewriter boxes, options, fields, text and list boxes, Click OK to exit the Properties dialog
text) operational modes, all buttons (including
box.
radio buttons), check boxes, commands,
tabs, CTI events, and error messages. T-Server distributes the error messages in
EventError events.
• The values of options.
If you select true for the inbound-bsns-
• Logical arguments and command syntax.
calls option, all established inbound
• Code samples. calls on a local agent are considered
Also used for any text that users must business calls.
manually enter during a configuration or Enter exit on the command line.
installation procedure, or on a command line.
Square A particular parameter or value that is optional smcp_server -host [/flags]

brackets ([ ]) within a logical argument, a command, or
some programming syntax. That is, the
presence of the parameter or value is not
required to resolve the argument, command, or
block of code. The user decides whether to
include this optional information.
Angle A placeholder for a value that the user must smcp_server -host <confighost>
brackets specify. This might be a DN or a port number
(< >) specific to your enterprise.
Note: In some cases, angle brackets are
required characters in code syntax (for
example, in XML schemas). In these cases,
italic text is used for placeholder values.
286 Framework 8.1


288 Framework 8.1

Index
Symbols agent no-answer supervision . . . . . . . . 154
agent reservation
[] (square brackets). . . . . . . . . . . . . . 286 defined . . . . . . . . . . . . . . . . . . . 28
< > (angle brackets) . . . . . . . . . . . . . 286 agent-clean-login
<key name> configuration option . . . . . . . . . . . . 249
common log option . . . . . . . . . . . . 212 agent-emu-login-on-call
configuration option . . . . . . . . . . 151, 249
agent-group
A configuration option . . . . . . . . . . . . 250
emulated agent options . . . . . . . . . . 250
accept-dn-type
agent-logout-on-unreg
configuration option . . . . . . . . . . . . 246
Access Code
agent-logout-reassoc
configuration. . . . . . . . . . . . . . . . 104
defined. . . . . . . . . . . . . . . . . 37, 102
agent-no-answer-action
accode-agent
accode-data agent-no-answer-overflow
accode-index agent-no-answer-timeout
configuration option . . . . . . . . . . . . 248 configuration option . . . . . . . . . . . . 261
agent-only-private-calls
accode-name
configuration option . . . . . . . . . . . . 248 configuration option . . . . . . . . . . 146, 253
account . . . . . . . . . . . . . . . . . . . . 164 agent-reservation section
configuration options . . . . . . . . . 226–227
account code . . . . . . . . . . . . . . . . . 164
acd-queue agent-strict-id
agent-trans-nra-code
acse-enable
acw-in-idle-force-ready alarm
common log option . . . . . . . . . . . . 203
emulated agents. . . . . . . . . . . . . . 152 all
ADDP. . . . . . . . . . . . . . . . . . . . . 54 common log option . . . . . . . . . . . . 202
angle brackets . . . . . . . . . . . . . . . . 286
addp-remote-timeout
configuration option . . . . . . . . . . . . 238 ANI . . . . . . . . . . . . . . . . . . . . . . . 67
addp-timeout ani-distribution
addp-trace app
configuration option . . . . . . . . . . . . 239 command line parameter . . . . . . . . . 115
Application objects
Advanced Disconnect Detection Protocol . . 23
agent answer supervision . . . . . 177, 253, 261 multi-site operation . . . . . . . . . . . . 101
Agent Login objects . . . . . . . . . . . . . 38

Index
Application-level clid-withheld-name
configuration options . . . . . . . . . . . 245 configuration option . . . . . . . . . . . . 256
audience, for document . . . . . . . . . . . 12 code
auto-reconnect-on-fail account . . . . . . . . . . . . . . . . . . 164
configuration option . . . . . . . . . .254, 278 Code property . . . . . . . . . . . . . 104, 105
cof-ci-defer-create
B cof-ci-defer-delete
background-processing cof-ci-req-tout
background-timeout
cof-ci-wait-all
backup servers . . . . . . . . . . . . . . . . 45
cof-feature
backup-sync section
configuration options . . . . . . . . .238–239
cof-rci-tout
configuring hot standby . . . . . . . . . . . 54 configuration option . . . . . . . . . . . . 235
brackets
collect-lower-priority-requests
angle. . . . . . . . . . . . . . . . . . . . 286 configuration option . . . . . . . . . . . . 226
square . . . . . . . . . . . . . . . . . . . 286 command line parameters . . . . . . . . . . 115
bsns-call-dev-types
app . . . . . . . . . . . . . . . . . . . . 115
configuration option . . . . . . . . . . . . 146 host . . . . . . . . . . . . . . . . . . . . 115
configuration options . . . . . . . . . . . 255 l . . . . . . . . . . . . . . . . . . . . . . 116
bsns-call-type
lmspath . . . . . . . . . . . . . . . . . . 116
configuration option . . . . . . . . . .146, 278 nco X/Y . . . . . . . . . . . . . . . . . . 116
buffering port . . . . . . . . . . . . . . . . . . . . 115
V . . . . . . . . . . . . . . . . . . . . . 116
business call handling . . . . . . . . . . . . 144 commenting on this document . . . . . . . . . 13
common configuration options . . . . . 196–216
C changes from 8.0 to 8.1 . . . . . . . . . . 215
common section . . . . . . . . . . . . . 215
call disable-rbac . . . . . . . . . . . . . . . . 213
business . . . . . . . . . . . . . . . . . . 144 enable-async-dns . . . . . . . . . . . . . 215
callback-dn hangup-restart . . . . . . . . . . . . . . 214
configuration option . . . . . . . . . . . . 255 heartbeat-period . . . . . . . . . . . . . 213
call-cleanup section heartbeat-period-thread-class-<n> . . . . 214
configuration options . . . . . . . . .240–241 log section . . . . . . . . . . . . . . 196–210
call-rq-gap log-extended section . . . . . . . . . 210–212
configuration option . . . . . . . . . . . . 272 log-filter section . . . . . . . . . . . . . . 212
call-type-by-dn log-filter-data section . . . . . . . . . 212–213
configuration option . . . . . . . . . . . . 255 mandatory. . . . . . . . . . . . . . . . . 196
CAP license . . . . . . . . . . . . . . . . . 139 rebind-delay . . . . . . . . . . . . . . . . 215
cast-type security section . . . . . . . . . . . . . . 213
configuration option . . . . . . . . . . 66, 229 setting . . . . . . . . . . . . . . . . . . . 195
CDN . . . . . . . . . . . . . . . . . . . . . 73 sml section . . . . . . . . . . . . . . 213–215
changes from 8.0 to 8.1 suspending-wait-timeout . . . . . . . . . 214
common configuration options . . . . . . 215 common log options . . . . . . . . . . 196–212
configuration options . . . . . . . . . . . 281 <key name> . . . . . . . . . . . . . . . . 212
T-Server common configuration options. . 243 alarm . . . . . . . . . . . . . . . . . . . 203
check-point all . . . . . . . . . . . . . . . . . . . . . 202
common log option . . . . . . . . . . . . 200 buffering. . . . . . . . . . . . . . . . . . 196
check-tenant-profile check-point . . . . . . . . . . . . . . . . 200
configuration option . . . . . . . . . . . . 219 compatible-output-priority . . . . . . . . . 201
cleanup-idle-tout debug . . . . . . . . . . . . . . . . . . . 205
configuration option . . . . . . . . . . . . 240 default-filter-type . . . . . . . . . . . . . 212
expire . . . . . . . . . . . . . . . . . . . 197
290 Framework 8.1

Index
interaction . . . . . . . . . . . . . . . . . 204 accode-index . . . . . . . . . . . . . . . 248

keep-startup-file . . . . . . . . . . . . . . 198 accode-name . . . . . . . . . . . . . . . 248
level-reassign-<eventID> . . . . . . . . . 210 acd-queue. . . . . . . . . . . . . . . . . 271
level-reassign-disable . . . . . . . . . . . 212 acse-enable . . . . . . . . . . . . . . . . 272
log section . . . . . . . . . . . . . . .196–210 acw-in-idle-force-ready . . . . . . . . . . 152
log-extended section . . . . . . . . .210–212 addp-remote-timeout . . . . . . . . . . . 238
log-filter section . . . . . . . . . . . . . . 212 addp-timeout . . . . . . . . . . . . . . . 239
log-filter-data section . . . . . . . . .212–213 addp-trace. . . . . . . . . . . . . . . . . 239
mandatory options. . . . . . . . . . . . . 196 agent answer supervision . . . . . . . 253, 261
memory . . . . . . . . . . . . . . . . . . 200 agent-clean-login . . . . . . . . . . . . . 249
memory-storage-size . . . . . . . . . . . 201 agent-emu-login-on-call . . . . . . . . 151, 249
message_format. . . . . . . . . . . . . . 198 agent-logout-on-unreg . . . . . . . . . . 250
messagefile . . . . . . . . . . . . . . . . 198 agent-logout-reassoc . . . . . . . . . 151, 251
print-attributes . . . . . . . . . . . . . . . 200 agent-no-answer-action . . . . . . . . . . 253
segment . . . . . . . . . . . . . . . . . . 197 agent-no-answer-overflow . . . . . . . . 253
setting . . . . . . . . . . . . . . . . . . . 195 agent-no-answer-timeout . . . . . . . . . 261
spool. . . . . . . . . . . . . . . . . . . . 201 agent-only-private-calls . . . . . . . . 146, 253
standard . . . . . . . . . . . . . . . . . . 204 agent-reservation section . . . . . . . 226–227
time_convert. . . . . . . . . . . . . . . . 199 agent-strict-id . . . . . . . . . . . . . . . 151
time_format . . . . . . . . . . . . . . . . 199 agent-trans-nra-code . . . . . . . . . . . 253
trace . . . . . . . . . . . . . . . . . . . . 204 ani-distribution . . . . . . . . . . . . . . 218
verbose . . . . . . . . . . . . . . . . . . 196 auto-reconnect-on-fail. . . . . . . . . 254, 278
x-conn-debug-all. . . . . . . . . . . . . . 210 background-processing . . . . . . . . . . 218
x-conn-debug-api . . . . . . . . . . . . . 209 background-timeout. . . . . . . . . . . . 219
x-conn-debug-dns . . . . . . . . . . . . . 209 backup-sync section . . . . . . . . . 238–239
x-conn-debug-open . . . . . . . . . . . . 208 bsns-call-dev-types . . . . . . . . . . . . 146
x-conn-debug-security. . . . . . . . . . . 209 bsns-call-type . . . . . . . . . . . . . 146, 278
x-conn-debug-select. . . . . . . . . . . . 208 call-cleanup section . . . . . . . . . . 240–241
x-conn-debug-timers . . . . . . . . . . . 208 call-rq-gap. . . . . . . . . . . . . . . . . 272
x-conn-debug-write . . . . . . . . . . . . 208 call-type-by-dn . . . . . . . . . . . . . . 255
common options cast-type . . . . . . . . . . . . . . . . . 229
common log options . . . . . . . . . .196–212 changes from 8.0 to 8.1 . . . . . . . . 243, 281
common section . . . . . . . . . . . . . . 215 check-tenant-profile . . . . . . . . . . . . 219
mandatory options. . . . . . . . . . . . . 196 cleanup-idle-tout . . . . . . . . . . . . . 240
sml section . . . . . . . . . . . . . .213–215 clid-withheld-name . . . . . . . . . . . . 256
common section cof-ci-defer-create . . . . . . . . . . . . 234
common options . . . . . . . . . . . . . . 215 cof-ci-defer-delete. . . . . . . . . . . . . 234
compatible-output-priority cof-ci-req-tout . . . . . . . . . . . . . . . 234
common log option . . . . . . . . . . . . 201 cof-ci-wait-all . . . . . . . . . . . . . . . 235
compound-dn-representation cof-feature . . . . . . . . . . . . . . . . 235
configuration option . . . . . . . . . . . . 236 cof-rci-tout. . . . . . . . . . . . . . . . . 235
configuration collect-lower-priority-requests. . . . . . . 226
dial-separator . . . . . . . . . . . . . . . 257 common log options . . . . . . . . . 196–212
Configuration Manager common options . . . . . . . . . . . 196–216
configuring T-Server . . . . . . . . . . . . . 39 compound-dn-representation . . . . . . . 236
multiple ports. . . . . . . . . . . . . . 40 consult-supervised-rt . . . . . . . . . . . 256
configuration option . . . . . . . . . . 266, 267 consult-user-data . . . . . . . . . . . . . 219
agent-group . . . . . . . . . . . . . . . . 250 convert-otherdn . . . . . . . . . . . . . . 256
agent-strict-id . . . . . . . . . . . . . . . 151 correct-connid . . . . . . . . . . . . . . . 256
bsns-call-dev-types . . . . . . . . . . . . 255 customer-id . . . . . . . . . . . . . . . . 220
callback-dn . . . . . . . . . . . . . . . . 255 default-dn . . . . . . . . . . . . . . . . . 230
correct-rqid . . . . . . . . . . . . . . . . 257 default-dn-type . . . . . . . . . . . . . . 257
configuration options . . . . . . . . . . . . . 245 default-network-call-id-matching . . . . . 236
accept-dn-type. . . . . . . . . . . . . . . 246 device-rq-gap . . . . . . . . . . . . . . . 273
accode-agent . . . . . . . . . . . . . . . 247 direct-digits-key . . . . . . . . . . . . . . 230
accode-data . . . . . . . . . . . . . . . . 247 dn-del-mode . . . . . . . . . . . . . . . 258

Index
dn-for-unexpected-calls . . . . . . . . . . 231 recall-no-answer-timeout . . . . . . . . . 266

dn-scope. . . . . . . . . . . . . . . . 96, 220 reconnect-tout. . . . . . . . . . . . . . . 228
dtmf-digit-length . . . . . . . . . . . . . . 259 reg-delay . . . . . . . . . . . . . . . . . 274
emulated-login-state. . . . . . . . . .151, 259 reg-interval . . . . . . . . . . . . . . . . 275
emulate-login . . . . . . . . . . . . .151, 259 register-attempts . . . . . . . . . . . . . 231
epp-tout . . . . . . . . . . . . . . . . 97, 237 register-tout . . . . . . . . . . . . . . . . 231
event-propagation . . . . . . . . . . . . . 237 reg-silent . . . . . . . . . . . . . . . . . 275
extension . . . . . . . . . . . . . . . . . 271 reject-subsequent-request . . . . . . . . 227
extn-no-answer-action. . . . . . . . . . . 261 releasing-party-report . . . . . . . . . . . 266
extn-no-answer-overflow . . . . . . . . . 260 report-connid-changes . . . . . . . . . . 228
extrouter section. . . . . . . . . . . .227–238 request-collection-time . . . . . . . . . . 227
handle-vsp. . . . . . . . . . . . . . . . . 238 request-tout . . . . . . . . . . . . . . . . 231
ha-sync-dly-lnk-conn . . . . . . . . . . . 276 reservation-time . . . . . . . . . . . . . . 227
heartbeat-appname . . . . . . . . . . . . 261 resource-allocation-mode . . . . . . . . . 232
heartbeat-overflow. . . . . . . . . . . . . 261 resource-load-maximum . . . . . . . . . 232
hostname . . . . . . . . . . . . . . . . . 273 restart-cleanup-dly . . . . . . . . . . . . 277
inbound-bsns-calls . . . . . . . . . . . . 146 restart-cleanup-limit . . . . . . . . . . . . 277
inbound-translator-<n> . . . . . . . . . . 237 restart-period . . . . . . . . . . . . . . . 277
inherit-bsns-type. . . . . . . . . . . .146, 262 retain-call-tout . . . . . . . . . . . . . . . 266
internal-bsns-calls . . . . . . . . . . .146, 262 route-dn . . . . . . . . . . . . . . . . . . 232
kpl-interval . . . . . . . . . . . . . . . . . 273 route-failure-alarm-high-wm . . . . . . . 266
kpl-tolerance. . . . . . . . . . . . . . . . 273 route-failure-alarm-low-wm . . . . . . . . 267
legal-guard-time . . . . . . . . . . . . . . 152 route-failure-alarm-period . . . . . . . . . 267
license section. . . . . . . . . . . . .223–226 route-no-answer-timeout . . . . . . . . . 267
link-alarm-high. . . . . . . . . . . . . . . 274 routing-point. . . . . . . . . . . . . . . . 272
link-alarm-low . . . . . . . . . . . . . . . 274 routing-queue . . . . . . . . . . . . . . . 272
link-control . . . . . . . . . . . . . . . . . 262 rq-conflict-check . . . . . . . . . . . . . 275
local-node-id. . . . . . . . . . . . . . . . 235 rq-expire-tout . . . . . . . . . . . . . . . 275
log-trace-flags . . . . . . . . . . . . . . . 221 rq-gap . . . . . . . . . . . . . . . . . . . 276
management-port . . . . . . . . . . . . . 221 rtmem-divert-tout . . . . . . . . . . . . . 267
mandatory options. . . . . . . . . . . . . 196 rule-<n> . . . . . . . . . . . . . . . . . . 241
match-call-once . . . . . . . . . . . . . . 228 security section . . . . . . . . . . . . . . 242
max-outstanding. . . . . . . . . . . . . . 274 server-id. . . . . . . . . . . . . . . . . . 222
max-pred-req-delay . . . . . . . . . . . . 263 setting . . . . . . . . . . . . . . . . . . . 217
merged-user-data . . . . . . . . . . . . . 221 common . . . . . . . . . . . . . . . . 195
nas-indication . . . . . . . . . . . . . . . 263 supervised-route-timeout . . . . . . . . . 267
nas-private. . . . . . . . . . . . . . . . . 263 sync-emu-acw . . . . . . . . . . . . . . 268
network-request-timeout. . . . . . . . . . 231 sync-reconnect-tout . . . . . . . . . . . . 239
no-answer supervision 253, 260, 261, 264, 265 tcs-queue . . . . . . . . . . . . . . . . . 233
no-answer-overflow . . . . . . . . . . . . 279 tcs-use . . . . . . . . . . . . . . . . . . 234
no-answer-timeout. . . . . . . . . . . . . 280 timed-acw-in-idle . . . . . . . . . . . 152, 268
notify-idle-tout . . . . . . . . . . . . . . . 240 timeout . . . . . . . . . . . . . . . . . . 233
num-of-licenses . . . . . . . . . . . . . . 223 timeout value format . . . . . . . . . . . 242
num-sdn-licenses . . . . . . . . . . . . . 224 transfer-timer . . . . . . . . . . . . . . . 269
old-call-in-acw-behavior . . . . . . . . . . 250 Translation Rules section . . . . . . . . . 241
outbound-bsns-calls . . . . . . . 146, 262, 263 TServer section . . . . . . . 218–223, 246–271
override-switch-acw . . . . . . . . . . . . 264 unknown-bsns-calls . . . . . . . . . . . . 269
pend-state-sync-tout. . . . . . . . . . . . 264 unknown-xfer-merge-udata . . . . . . . . 269
periodic-check-tout . . . . . . . . . . . . 240 untimed-wrap-up-value . . . . . . . . 151, 269
port . . . . . . . . . . . . . . . . . . . . 274 use-data-from . . . . . . . . . . . . . . . 229
posn-no-answer-overflow . . . . . . . . . 264 use-implicit-access-numbers . . . . . . . 233
posn-no-answer-timeout. . . . . . . . . . 265 use-link-bandwidth . . . . . . . . . . . . 276
propagated-call-type. . . . . . . . . . 96, 222 user-data-limit . . . . . . . . . . . . . . . 223
protocol . . . . . . . . . . . . . . . . . . 239 vto-onhook-dly . . . . . . . . . . . . . . 270
quiet-cleanup . . . . . . . . . . . . . . . 276 wrap-up-threshold. . . . . . . . . . . 151, 270
quiet-startup . . . . . . . . . . . . . . . . 277 wrap-up-time . . . . . . . . . . . . . 151, 270
292 Framework 8.1

Index
configuring direct-notoken
high availability ISCC transaction type. . . . . . . . . . 69, 75
T-Server . . . . . . . . . . . . . . .53–55 direct-uui
multi-site operation . . . . . . . . . .101–114 ISCC transaction type. . . . . . . . . . 69, 75
steps . . . . . . . . . . . . . . . . . . 101 disable-rbac
T-Server . . . . . . . . . . . . . . . . . . . 39 common configuration option . . . . . . . 213
multiple ports. . . . . . . . . . . . . . 40 DN objects . . . . . . . . . . . . . . . . . . . 38
consult-supervised-rt dn-del-mode
consult-user-data dn-for-unexpected-calls
conventions dnis-pool
in document . . . . . . . . . . . . . . . . 285 in load-balancing mode . . . . . . . . . . . 71
type styles . . . . . . . . . . . . . . . . . 286 ISCC transaction type. . . . . . . . 62, 70, 75
convert-otherdn DNs
configuration option . . . . . . . . . . . . 256 configuring for multi-sites . . . . . . . . . 108
correct-connid dn-scope
correct-rqid document
configuration option . . . . . . . . . . . . 257 audience . . . . . . . . . . . . . . . . . . 12
customer-id change history . . . . . . . . . . . . . . . 14
configuration option . . . . . . . . . . . . 220 conventions . . . . . . . . . . . . . . . . 285
errors, commenting on . . . . . . . . . . . 13
version number . . . . . . . . . . . . . . 285
D dtmf-digit-length
debug
Default Access Code E
configuration. . . . . . . . . . . . . . . . 103
defined. . . . . . . . . . . . . . . . . . . 102 emulated agent options
default-dn agent-group . . . . . . . . . . . . . . . . 250
configuration option . . . . . . . . . . . . 230 old-call-in-acw-behavior. . . . . . . . . . 250
default-dn-type sync-emu-acw . . . . . . . . . . . . . . 268
configuration option . . . . . . . . . . . . 257 untimed-wrap-up-value . . . . . . . . 151, 269
default-filter-type emulated agents . . . . . . . . . . . . 147–152
common log option . . . . . . . . . . . . 212 acw-in-idle-force-ready . . . . . . . . . . 152
default-network-call-id-matching agent-strict-id . . . . . . . . . . . . . . . 151
configuration option . . . . . . . . . . . . 236 inbound-bsns-calls . . . . . . . . . . . . 146
destination location. . . . . . . . . . . . . . 60 legal-guard-time. . . . . . . . . . . . . . 152
destination T-Server . . . . . . . . . . . . . 66 outbound-bsns-calls . . . . . . 146, 262, 263
device-rq-gap timed-acw-in-idle . . . . . . . . . . . 152, 268
configuration option . . . . . . . . . . . . 273 wrap-up-time . . . . . . . . . . . . . 151, 270
dial-separator emulated predictive dialing . . . . . . . . . 152
configuration option . . . . . . . . . . . . 257 emulated routing . . . . . . . . . . . . . . . 140
direct-ani emulated supervised routing. . . . . . . . . 140
ISCC transaction type . . . . . . . . . . 67, 75 emulated-login-state
direct-callid configuration option . . . . . . . . . . 151, 259
ISCC transaction type . . . . . . . . . . 68, 75 emulate-login
direct-digits configuration option . . . . . . . . . . 151, 259
transaction type . . . . . . . . . . . . . . . 75 enable-async-dns
direct-digits-key common configuration option . . . . . . . 215
configuration option . . . . . . . . . . . . 230 epp-tout
direct-network-callid configuration option . . . . . . . . . . 97, 237
ISCC transaction type . . . . . . . . . . 68, 75 error messages . . . . . . . . . . . . . . . 185
Event Propagation
defined . . . . . . . . . . . . . . . . . . . 93

Index
EventAttachedDataChanged . . . . . . . . . 94 hostname
event-propagation configuration option . . . . . . . . . . . . 273
configuration option . . . . . . . . . . . . 237 hot standby . . . . . . . . . . . . . . . . 24, 45
expire defined . . . . . . . . . . . . . . . . . . . 25
common log option . . . . . . . . . . . . 197 figure . . . . . . . . . . . . . . . . . . . . 48
extension T-Server configuration . . . . . . . . . . . 52
configuration option . . . . . . . . . . . . 271 Hunt Groups . . . . . . . . . . . . . . . . . 140
extension no-answer supervision . . . . . . 154
extensions . . . . . . . . . . . . . . . . . . 156
extn-no-answer-action . . . . . . . . . . . . 261 I
extn-no-answer-overflow
inbound-bsns-calls
extrouter section configuration option . . . . . . . . . . . . 146
configuration options . . . . . . . . .227–238 emulated agents . . . . . . . . . . . . . 146
inbound-translator-<n>
configuring for multi-site operation . . . . 102
configuring party events propagation . . . . 98
inherit-bsns-type
configuring the Number Translation feature . 91
intended audience . . . . . . . . . . . . . . . 12
F Inter Server Call Control . . . . . . . . . . 60–79
Inter Server Call Control/Call Overflow . . 79–83
figures interaction
hot standby redundancy . . . . . . . . . . . 48 common log option . . . . . . . . . . . . 204
Multiple-to-Point mode . . . . . . . . . . . 74 internal-bsns-calls
Point-to-Point mode . . . . . . . . . . . . . 73 configuration option . . . . . . . . . . 146, 262
steps in ISCC/Call Overflow . . . . . . . . . 81 ISCC
font styles destination T-Server . . . . . . . . . . . . 66
italic . . . . . . . . . . . . . . . . . . . . 286 origination T-Server . . . . . . . . . . . . . 66
monospace . . . . . . . . . . . . . . . . 286 ISCC transaction types . . . . . . . . . . 61, 66
direct-ani . . . . . . . . . . . . . . . . 67, 75
direct-callid . . . . . . . . . . . . . . . 68, 75
H direct-digits . . . . . . . . . . . . . . . . . 75
direct-network-callid. . . . . . . . . . . 68, 75
HA
direct-notoken. . . . . . . . . . . . . . 69, 75
See also high availability
direct-uui . . . . . . . . . . . . . . . . 69, 75
See hot standby
dnis-pool . . . . . . . . . . . . . . . . 70, 75
HA configuration . . . . . . . . . . . . . .45–55
in load-balancing mode . . . . . . . . . 71
HA Proxy
starting. . . . . . . . . . . . . . . . .122, 123 pullback . . . . . . . . . . . . . . . . . 71, 75
handle-vsp reroute . . . . . . . . . . . . . . . . . 72, 75
route . . . . . . . . . . . . . . . . . . 73, 75
hangup-restart route-uui . . . . . . . . . . . . . . . . . . 74
common configuration option . . . . . . . 214 supported . . . . . . . . . . . . . . . . . . 75
ISCC/COF
ha-sync-dly-lnk-conn
configuration option . . . . . . . . . . . . 276 supported . . . . . . . . . . . . . . . . . . 80
heartbeat-appname iscc-xaction-type . . . . . . . . . . . . . . . . 61
italics . . . . . . . . . . . . . . . . . . . . . 286
heartbeat-overflow
heartbeat-period
K
common configuration option . . . . . . . 213 keep-startup-file
heartbeat-period-thread-class-<n> common log option . . . . . . . . . . . . 198
common configuration option . . . . . . . 214 known limitations. . . . . . . . . . . . . . . 129
high-availability configuration . . . . . . .45–55 kpl-interval
host configuration option . . . . . . . . . . . . 273
command line parameter . . . . . . . . . 115 kpl-tolerance
294 Framework 8.1

Index
L memory
l memory-storage-size
command line parameter . . . . . . . . . 116 common log option . . . . . . . . . . . . 201
legal-guard-time merged-user-data
emulated agents. . . . . . . . . . . . . . 152 message_format
level-reassign-<eventID> common log option . . . . . . . . . . . . 198
common log option . . . . . . . . . . . . 210 messagefile
level-reassign-disable common log option . . . . . . . . . . . . 198
common log option . . . . . . . . . . . . 212 monospace font . . . . . . . . . . . . . . . 286
license section Multiple-to-One mode . . . . . . . . . . . . . 73
configuration options . . . . . . . . .223–226 Multiple-to-Point mode . . . . . . . . . . . 73, 74
licensing . . . . . . . . . . . . . . . . . . . 139
limitations. . . . . . . . . . . . . . . . . . . 129
link-alarm-high N
link-alarm-low nas-indication
link-control nas-private
link-control section NAT/C feature . . . . . . . . . . . . . . . . . 91
configuration options . . . . . . . . . . . 272 nco X/Y
LMS messages command line parameter . . . . . . . . . 116
messages, LMS . . . . . . . . . . . . . . 162 network attended transfer/conference . . . . . 91
lmspath network objects . . . . . . . . . . . . . . . . 36
command line parameter . . . . . . . . . 116 network-request-timeout
local-node-id configuration option . . . . . . . . . . . . 231
configuration option . . . . . . . . . . . . 235 no-answer supervision . .154, 253, 260, 261, 264,
location parameter . . . . . . . . . . . . . . 60 265
log configuration options . . . . . . . . 196–202 agents . . . . . . . . . . . . . . . . . . . 154
log section extensions . . . . . . . . . . . . . . . . 154
common log options . . . . . . . . . .196–210 overrides for individual calls . . . . . . . 156
log-extended section positions . . . . . . . . . . . . . . . . . 154
common log options . . . . . . . . . .210–212 no-answer-overflow
log-filter section configuration option . . . . . . . . . . . . 279
common log options . . . . . . . . . . . . 212 no-answer-timeout
log-filter-data section configuration option . . . . . . . . . . . . 280
common log options . . . . . . . . . .212–213 notify-idle-tout
log-trace-flags configuration option . . . . . . . . . . . . 240
configuration option . . . . . . . . . . . . 221 Number Translation feature . . . . . . . . 83–91
number translation rules . . . . . . . . . . . . 84
num-of-licenses
M configuration option . . . . . . . . . . . . 223
num-sdn-licenses
Management Layer. . . . . . . . . . . . . . 36 configuration option . . . . . . . . . . . . 224
management-port
mandatory options O
configuration options . . . . . . . . .218, 246
match-call-once objects
configuration option . . . . . . . . . . . . 228 Agent Logins . . . . . . . . . . . . . . . . 38
max-outstanding DNs . . . . . . . . . . . . . . . . . . . . . 38
configuration option . . . . . . . . . . . . 274 network . . . . . . . . . . . . . . . . . . . 36
max-pred-req-delay Switches . . . . . . . . . . . . . . . . . . 37
configuration option . . . . . . . . . . . . 263 Switching Offices . . . . . . . . . . . . . . 37

Index
old-call-in-acw-behavior reconnect-tout
emulated agent options . . . . . . . . . . 250 redundancy
One-to-One mode . . . . . . . . . . . . . . 73 hot standby . . . . . . . . . . . . . . . 24, 45
origination location . . . . . . . . . . . . . . 60 warm standby . . . . . . . . . . . . . . 24, 45
origination T-Server . . . . . . . . . . . . . 66 redundancy types . . . . . . . . . . . 49, 50, 52
outbound-bsns-calls hot standby . . . . . . . . . . . . . . . . . 25
configuration option . . . . . . . 146, 262, 263 reg-delay
emulated agents. . . . . . . . . 146, 262, 263 configuration option . . . . . . . . . . . . 274
override-switch-acw reg-interval
register-attempts
P register-tout
pend-state-sync-tout reg-silent
periodic-check-tout
reject-subsequent-request
Point-to-Point mode . . . . . . . . . . . . . 73 releasing-party-report . . . . . . . . . . . . 266
port
report-connid-changes
command line parameter . . . . . . . . . 115 configuration option . . . . . . . . . . . . 228
configuration option . . . . . . . . . . . . 274 request-collection-time
position no-answer supervision . . . . . . . 154
posn-no-answer-overflow request-tout
posn-no-answer-timeout
reroute
ISCC transaction type. . . . . . . . . . 72, 75
predictive dialing . . . . . . . . . . . . . . . 152
reservation-time
primary servers. . . . . . . . . . . . . . . . 45
print-attributes
resource-allocation-mode
private services and events . . . . . . . . . 182
resource-load-maximum
propagated-call-type
restart-cleanup-dly
protocol
configuration option . . . . . . . . . . . . 239 restart-cleanup-limit
pullback configuration option . . . . . . . . . . . . 277
ISCC transaction type . . . . . . . . . . 71, 75
restart-period
Q retain-call-tout
quiet-cleanup route
configuration option . . . . . . . . . . . . 276 ISCC transaction type. . . . . . 62, 73, 75, 108
quiet-startup route-dn
route-failure-alarm-high-wm . . . . . . . . . 266
route-failure-alarm-low-wm
R configuration option . . . . . . . . . . . . 267
route-failure-alarm-period
RCG configuration . . . . . . . . . . . 134–135 configuration option . . . . . . . . . . . . 267
rebind-delay route-no-answer-timeout
common configuration option . . . . . . . 215 configuration option . . . . . . . . . . . . 267
recall-no-answer-timeout route-uui
configuration option . . . . . . . . . . . . 266 ISCC transaction type. . . . . . . . . . . . 74
296 Framework 8.1

Index
routing switch-specific configuration . . . . . . . . . 129

Inter Server Call Control. . . . . . . . . 66–79 sync-emu-acw
routing-point configuration option . . . . . . . . . . . . 268
configuration option . . . . . . . . . . . . 272 emulated agent options . . . . . . . . . . 268
routing-queue sync-reconnect-tout
rq-conflict-check
rq-expire-tout T
rq-gap Table . . . . . . . . . . . . . . . . . . . . . 176
Target ISCC
rtmem-divert-tout . . . . . . . . . . . . . . . 267 Access Code configuration . . . . . . . . 105
rule-<n> Default Access Code configuration . . . . 104
tcs-queue
run.bat . . . . . . . . . . . . . . . . . . . . 119 configuration option . . . . . . . . . . . . 233
run.sh. . . . . . . . . . . . . . . . . . . . . 118 tcs-use
time_convert
S common log option . . . . . . . . . . . . 199
time_format
security section common log option . . . . . . . . . . . . 199
common configuration options . . . .213, 242 timed-acw-in-idle
segment configuration option . . . . . . . . . . 152, 268
common log option . . . . . . . . . . . . 197 emulated agents . . . . . . . . . . . 152, 268
server-id timeout
setting configuration options timeout value format
common . . . . . . . . . . . . . . . . . . 195 configuration options . . . . . . . . . . . 242
setting DN properties. . . . . . . . . . . . . 133 TInitiateConference . . . . . . . . . . . . . . 60
sml section TInitiateTransfer . . . . . . . . . . . . . . . . 60
common options . . . . . . . . . . . .213–215 T-Library functionality
spool T-Server for HiPath 4000 . . . . . . . . . 156
common log option . . . . . . . . . . . . 201 TMakeCall . . . . . . . . . . . . . . . . . . . 60
square brackets . . . . . . . . . . . . . . . 286 TMuteTransfer . . . . . . . . . . . . . . . . . 60
standard trace
common log option . . . . . . . . . . . . 204 common log option . . . . . . . . . . . . 204
starting transaction types (ISCC). . . . . . . . . . 61, 66
HA Proxy . . . . . . . . . . . . . . . . . 122 supported . . . . . . . . . . . . . . . . . . 75
T-Server . . . . . . . . . . . . . . . . . . 123 transfer connect service . . . . . . . . . . . . 78
supervised routing (emulated) . . . . . . . . 140 transfer-timer
supervised-route-timeout configuration option . . . . . . . . . . . . 269
configuration option . . . . . . . . . . . . 267 Translation Rules section
supported agent work modes configuration option . . . . . . . . . . . . 241
supported functionality . . . . . . . . . . 176 TRouteCall . . . . . . . . . . . . . . . . . . . 60
supported functionality trunk lines . . . . . . . . . . . . . . . . . . . 73
supported agent work modes . . . . . . . 176 T-Server
suspending-wait-timeout configuring Application objects . . . . . . . 39
common configuration option . . . . . . . 214 for multi-sites . . . . . . . . . . . . . 101
Switch objects . . . . . . . . . . . . . . . . 37 configuring redundancy . . . . . . . . . . . 50
multi-site operation . . . . . . . . . . . . 101 HA. . . . . . . . . . . . . . . . . . . . . . 52
switch partitioning high availability . . . . . . . . . . . . . . . 52
defined. . . . . . . . . . . . . . . . . . . . 96 hot standby . . . . . . . . . . . . . . . . . 52
T-Server support. . . . . . . . . . . . . . . 97 multi-site operation . . . . . . . . . . 101–114
switch/CTI environments . . . . . . . . . . . 132 redundancy . . . . . . . . . . . . . 49, 50, 52
Switching Office objects . . . . . . . . . . . 37 starting . . . . . . . . . . . . . . . . 123, 124
multi-site operation . . . . 102, 103, 104, 108

Index
using Configuration Manager . . . . . . . . 39 vto-onhook-dly

multiple ports. . . . . . . . . . . . . . 40 configuration option . . . . . . . . . . . . 270
warm standby . . . . . . . . . . . . . . . . 50
T-Server for HiPath 4000
Application-level W
configuration options . . . . . . . . . . 245
warm standby . . . . . . . . . . . . . . . 24, 45
changes from 8.0 to 8.1 figure . . . . . . . . . . . . . . . . . . . . 46
configuration options . . . . . . . . . . 281 T-Server configuration . . . . . . . . . . . 50
mandatory options Windows
configuration options . . . . . . . . . . 246 installing T-Server . . . . . . . . . . . . . . 42
T-Library functionality . . . . . . . . . . . 156 starting applications . . . . . . . . . . . . 119
TServer section starting HA Proxy . . . . . . . . . . . . . 123
configuration options . . . 218–223, 246–271 starting T-Server . . . . . . . . . . . . . 124
TSingleStepTransfer . . . . . . . . . . . . . 60 starting with run.bat . . . . . . . . . . . . 119
TXRouteType. . . . . . . . . . . . . . . . . 61 wrap-up-theshold
type styles configuration option . . . . . . . . . . . . 270
conventions . . . . . . . . . . . . . . . . 286 configuration options . . . . . . . . . . . 151
italic . . . . . . . . . . . . . . . . . . . . 286 wrap-up-time
monospace . . . . . . . . . . . . . . . . 286 configuration option . . . . . . . . . . 151, 270
typographical styles . . . . . . . . . . 285, 286 emulated agents . . . . . . . . . . . 151, 270
U X
UNIX x-conn-debug-all
installing T-Server . . . . . . . . . . . . . . 41 common log option . . . . . . . . . . . . 210
starting applications . . . . . . . . . . . . 119 x-conn-debug-api
starting HA Proxy . . . . . . . . . . . . . 123 common log option . . . . . . . . . . . . 209
starting T-Server. . . . . . . . . . . . . . 124 x-conn-debug-dns
starting with run.sh . . . . . . . . . . . . 118 common log option . . . . . . . . . . . . 209
unknown-bsns-calls x-conn-debug-open
configuration option . . . . . . . . . . . . 269 common log option . . . . . . . . . . . . 208
unknown-xfer-merge-udata x-conn-debug-security
configuration option . . . . . . . . . . . . 269 common log option . . . . . . . . . . . . 209
untimed-wrap-up-value x-conn-debug-select
configuration option . . . . . . . . . .151, 269 common log option . . . . . . . . . . . . 208
emulated agent options . . . . . . . .151, 269 x-conn-debug-timers
use-data-from common log option . . . . . . . . . . . . 208
configuration option . . . . . . . . . . . . 229 x-conn-debug-write
use-implicit-access-numbers common log option . . . . . . . . . . . . 208
use-link-bandwidth
user data propagation . . . . . . . . . . . . 94
user-data-limit
V
V
command line parameters. . . . . . . . . 116
VDN . . . . . . . . . . . . . . . . . . . . . 73
verbose
version numbering, document . . . . . . . . 285
298 Framework 8.1

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Framework 8.

T-Server for Siemens HiPath

Copyright © 2003–2012 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Your Responsibility for Your System’s Security

Technical Support from VARs

Technical Support from Genesys

Ordering and Licensing Information

Part 1 T-Server Deployment .................................................. 15

Chapter 1 T-Server Fundamentals........................................................................ 17

Chapter 2 T-Server General Deployment ............................................................. 31

Configuration of Telephony Objects .................................................... 36

Chapter 3 High-Availability Deployment.............................................................. 45

Chapter 4 Multi-Site Support................................................................................. 57

Configuration Examples.................................................................... 113

Chapter 5 Starting and Stopping T-Server Components ................................. 115

Part 2 T-Server Configuration ............................................. 127

Chapter 6 HiPath 4000 Switch-Specific Configuration ..................................... 129

Chapter 7 Supported T-Server Features ............................................................ 143

Limiting Distribution Time.................................................................. 152

Chapter 8 Common Configuration Options....................................................... 195

Chapter 9 T-Server Common Configuration Options ....................................... 217

Chapter 10 Configuration Options in T-Server for Siemens HiPath 4000......... 245

Link-Disconnect Handling Options.................................................... 276

Supplements Related Documentation Resources ................................................... 283

Document Conventions ...................................................................... 285

Index ............................................................................................................... 289

Stopping T-Server on UNIX manually . . . . . . . . . . . . . . . . . . . . . . . . . 125

This preface contains the following sections:

About T-Server for Siemens HiPath 4000

Making Comments on This Document

Contacting Genesys Technical Support

Note: The following contact information was correct at time of publication.

Genesys Technical Support Contact Information

Region Telephone E-Mail

North America and +888-369-5555 (toll-free) [email protected]

Europe, Middle East, and +44-(0)-1276-45-7002 [email protected]

Asia Pacific +61-7-3368-6868 [email protected]

Japan +81-3-6361-8950 [email protected]

India 000-800-100-7136 (toll-free) [email protected]

Malaysia 1-800-814-472 (toll-free) [email protected]

Document Change History

New for All T-Servers in 8.1

• T-Server now supports the Unresponsive Process Detection feature. The

Notes: • Configuration option changes common to all T-Servers are

Learning About T-Server

Framework and Media Layer Architecture

Figure 1: Framework in a Genesys Solution

Figure 2: The Media Layer in the Framework Architecture

T-Server is the heart of the Media Layer—translating the information of the

Internet Traditional VoIP

Interaction T-Servers for

Figure 3: Media Layer Architecture

In addition to being the most important component of the Media Layer,

outbound dialing to still others. Framework in general, and T-Server in

T-Server Requests and Events

Details of T-Server Functionality

Difference and Likeness Across T-Servers

Note: This document separates common-code features based on TSCP into

T-Server Functional Steps During a Sample Call