System information

APPENDIX G. EXTENDING TELEVANTAGE G-9
Q The IVR Plug-in API. Using the IVR Plug-in API, programmers can tightly integrate a
custom application with the TeleVantage Server to perform complex call-handling or
voice-processing tasks (order entry, customer service, e-mail readers, and so on). The
application (called an IVR Plug-in) is a virtual extension on the TeleVantage Server. The
IVR Plug-in can be dialed from a phone or auto attendant, called from an internet trunk,
or have calls forwarded or transferred to it, just like a regular extension assigned to a
user.
Q The Device Status API. Using the Device Status API, an application can monitor the
status of all devices on the TeleVantage Server. For example, it can monitor current
users on the system, obtain the name of a user currently logged on at a station, or identify
the trunk to which a station is connected. The application can generate custom reports
concerning the calls handled by TeleVantage.
The remainder of this chapter provides an overview of each API. For more detailed information,
see TeleVantage Developer’s Guide (
tvsdk.pdf), which is available in the Manuals\ directory on
the Master CD.
The Client API
The Client API is an extensive collection of the COM objects used to write TeleVantage
ViewPoint. It contains objects that are typically used to interact with the TeleVantage Server
database and the call-processing engine. Using the objects available in the Client API, your
applications can use any function found in ViewPoint.
The Add-in API
The Add-in API lets you develop custom applications that extend TeleVantage ViewPoint with
enhanced functionality. Once you load these applications into ViewPoint, they can provide new
menus, tool bar options, and automatic processing of calls and other data. The Add-in API also
exposes a reference to the Client API, so an Add-in can easily manage and change data for the
currently logged-in ViewPoint user.
The IVR Plug-in API
The IVR Plug-in API enables a custom application to function as a virtual extension on the
TeleVantage Server. The application (called an IVR Plug-in) can act just as if it were using a
regular extension assigned to a user. IVR Plug-ins run on the TeleVantage Server and are
assigned an extension in the TeleVantage Administrator's IVR Plug-in view. Programmers use
the IVR Plug-in API to get notification of new calls from the TeleVantage Server, retrieve Caller
ID, DID, or other call data, and then optionally perform any voice processing (get digits, play
or record greetings, perform database lookups, and so forth) by using the Plug-in API’s built-in
voice processing commands to play files, get digits, play tones, etc. After an IVR Plug-in
finishes processing the call, it can hang up or transfer the call back to any TeleVantage
extension, auto attendant, voice mail box, or even another IVR Plug-in. IVR Plug-ins can also
make outbound calls, which can be useful for predictive dialing applications, or internal calls to
other extensions.