System information

APPENDIX G. EXTENDING TELEVANTAGE G-7
Using an overhead loudspeaker with TeleVantage _____________
TeleVantage includes a special workaround for sites that place brief paging calls to an overhead
loudspeaker system, for example, “Photo department, call on line 2.” Two problems with paging
calls are commonly encountered:
Q When overhead paging calls are very short, they can appear in the Call Log as
Abandoned even if completed successfully. This is because the Dialogic board does not
have time to perform its automatic Call Progress Analysis (CPA) to determine the result
of the call.
Q If a user puts an overhead paging call on hold, TeleVantage hold music is played over
the loudspeaker.
To avoid these problems, create a Centrex/PBX Extension dialing service to handle all calls to
the overhead paging system. When defining the dialing service, check
Prevent hold, transfer,
and other call control
.
Checking the field has the following effects:
Q It disables the Dialogic board’s CPA. All calls on the dialing service return a result of
“Connected.” Note that this is true even if they were placed to a number that was busy
or did never answered. This allows overhead paging systems to work better with the Call
Log and reports.
Q Users cannot perform any call handling command on the calls, such as Hold or Transfer.
The telephone commands and ViewPoint’s Call Monitor commands are both disabled
for the duration of the call. This prevents any unexpected audio from being broadcast
over the loudspeaker system.
For full instructions on creating a Centrex/PBX dialing service, see “Adding a dialing service”
in Chapter 9 in Administering TeleVantage.
The TeleVantage SDK _____________________________________
The TeleVantage SDK is a powerful set of software libraries that programmers can use to
achieve the tightest possible integration between their applications and the TeleVantage Server.
A programmer can use the SDK to integrate custom voice and call processing applications such
as:
Q Order processing systems with interactive voice response (IVR)
Q Customer identification and screen pop applications
Q Smart operators that transfer calls based on Caller ID or other information