Intel Hardware Application Note

Installation and Reference Guide

Customer Interaction Center®

Enterprise Interaction Center®
Communité®

Version 2.3 and 2.4

Last updated 11/15/2005

(See Change Log for summary of changes made to this document.)

Always check for a newer version of this document!

Application Notes: http://www.inin.com/support/cic/23/telephony

Abstract
This document contains instructions for installing and configuring Intel functionality on your IC Server.
Please note: This is a work in progress.

This document applies to one or more Interactive Intelligence and/or Vonexus products. Vonexus is a wholly
owned subsidiary of Interactive Intelligence.
Copyright and Trademark Information
©1994 – 2005 Interactive Intelligence Inc./ Vonexus Inc. All rights reserved. Vonexus is a wholly-owned subsidiary of
Interactive Intelligence Inc. Interactive Intelligence®, Interaction Center Platform®, Communité®, Enterprise Interaction
Center®, Interactive Intelligence Customer Interaction Center®, e-FAQ®, e-FAQ Knowledge Manager, Interaction Dialer®,
Interaction Director®, Interaction Marquee, Interaction Recorder®, Interaction SIP Proxy, Interaction Supervisor,
Interaction Tracker, Mobilité®, Vocalité®, Interaction Administrator®, Interaction Attendant®, Interaction Client®,
Interaction Designer®, Interaction Fax Viewer, Interaction FAQ, Interaction Melder, Interaction Screen Recorder, Interaction
Scripter®, Interaction Server, Wireless Interaction Client, InteractiveLease®, and the “Spirograph” logo design® are all
trademarks or registered trademarks of Interactive Intelligence Inc.
veryPDF is Copyright © 2000-2005 by veryPDF, Inc. Other brand and/or product names referenced in this document are the
trademarks or registered trademarks of their respective companies.
Interactive Intelligence Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
Vonexus
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (888) 817-5904
www.vonexus.com
DISCLAIMER
INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR
OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE, CUSTOMER OR
ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS,
TRAINING OR METHODS DOCUMENTED BY INTERACTIVE.

Interaction Center Platform Statement

This document describes Interaction Center (IC) features that may not be available in your IC product.
Several products are based on the IC platform, and some features are disabled in some products.
Three products are based on the IC platform:
• Customer Interaction Center (CIC)
• Enterprise Interaction Center (EIC)
• Communité
While all of these products share a common feature set, this document is intended for use with all IC
products, and some of the described features may not be available in your product.

How do I know if I have a documented feature?

Here are some indications that the documented feature is not available in your version:
• The menu, menu item, or button that accesses the feature appears grayed-out.
• One or more options or fields in a dialog box appear grayed-out.
• The feature is not selectable from a list of options.
If you have questions about feature availability, contact your vendor regarding the feature set available in
your version of this product.

Intel Hardware Application Note 2 of 74 ©2005 Interactive Intelligence, Inc.

Table of Contents
Change Log.......................................................................................................................................6
1 Release Notes ............................................................................................................................7
2 Overview of Intel Hardware .......................................................................................................8
2.1 Analog Line Boards................................................................................................................8
2.2 Conference Resource Boards...................................................................................................8
2.2.1 Calculating Conference Resource Requirements ...................................................................9
2.3 Digital Trunk Boards ............................................................................................................ 11
2.3.1 DM3 Digital Trunk Boards ............................................................................................... 11
2.3.2 SpringWare Digital Trunk Boards ..................................................................................... 12
2.4 Fax Resource Boards ........................................................................................................... 12
2.5 Station Boards .................................................................................................................... 13
2.5.1 DM3 Station Boards....................................................................................................... 13
2.5.2 MSI Station Boards........................................................................................................ 16
3 Installing Intel Components.....................................................................................................17
3.1 IC Server Certification and Recommendations ......................................................................... 17
3.2 Installation of Intel Telephony Boards .................................................................................... 17
3.3 Release Requirements.......................................................................................................... 17
3.4 Determine Installation Scenario............................................................................................. 17
3.5 Install Intel Release Software................................................................................................ 18
3.5.1 Install SR 5.1.1............................................................................................................. 18
3.5.2 Install Intel Device Drivers (for Windows) ......................................................................... 19
3.5.3 Install Feature Pack 1 .................................................................................................... 23
3.5.4 Install the Service Update .............................................................................................. 23
3.6 Intel Release Upgrade Instructions ........................................................................................ 23
3.7 Back Up the IC Server and Stop IC Services............................................................................ 24
3.8 Intel Dialogic Clean-up Utility................................................................................................ 25
3.9 Where to Obtain Intel Software ............................................................................................. 25
3.10 R1/R2 Protocol Support..................................................................................................... 25
4 Configuring Intel Components..................................................................................................26
4.1 Dialogic Configuration Manager – DCM ................................................................................... 26
4.1.1 Startup Modes .............................................................................................................. 27
4.2 Configuration...................................................................................................................... 27
4.2.1 TDM Bus Clock Source ................................................................................................... 27
4.2.2 Continuous Speech Processing ........................................................................................ 30
4.2.3 SoftFax........................................................................................................................ 32
4.2.4 ISDN Protocols ............................................................................................................. 32
4.2.5 DM3 Media Loads .......................................................................................................... 33
4.2.6 PBXpert TSF Support ..................................................................................................... 33
4.3 Board Placement and Detection ............................................................................................. 34
4.3.1 SpringWare ISA ............................................................................................................ 34
4.3.2 SpringWare PCI ............................................................................................................ 34
4.3.3 DM3 ............................................................................................................................ 35
4.3.4 Mixed SpringWare PCI and DM3 ...................................................................................... 35
4.4 Adding, Removing, or Replacing Boards.................................................................................. 35
4.4.1 SpringWare-only Systems .............................................................................................. 35

Intel Hardware Application Note 3 of 74 ©2005 Interactive Intelligence, Inc.

 4.4.2 DM3-only Systems ........................................................................................................ 36
4.4.3 Mixed SpringWare and DM3 Systems ............................................................................... 36
5 Installing Interaction Center (IC) ............................................................................................37
5.1 New IC Installation Summary................................................................................................ 37
5.2 Part 1: Run the IC Server Install (Select Telephony Platform) .................................................... 37
5.3 Part 2: Run IC Setup Assistant (Configure Stations) ................................................................. 38
5.3.1 Intel Dialogic Configuration............................................................................................. 39
5.3.2 Device Detection ........................................................................................................... 39
5.3.3 Configure Stations......................................................................................................... 41
5.3.4 Configure Fax Stations ................................................................................................... 47
6 Post IC Installation: Interaction Administrator Configuration ..................................................51
6.1 Device Detection ................................................................................................................. 51
6.2 Configure Analog Lines......................................................................................................... 52
6.3 Configure Digital Lines ......................................................................................................... 53
6.4 Configure Stations............................................................................................................... 54
6.5 Telephony Parameters ......................................................................................................... 54
6.5.1 Analysis Start Delay ...................................................................................................... 55
6.5.2 Analysis Maximum InterRing Connect............................................................................... 55
6.5.3 Analysis Maximum Wait After Cadence Break .................................................................... 55
6.5.4 Analysis Minimum Ring Duration ..................................................................................... 56
6.5.5 Answering Machine Analysis Type .................................................................................... 56
6.5.6 Diagnostic Record ......................................................................................................... 56
6.5.7 Maximum Number of Diagnostic Voice Recordings.............................................................. 56
6.6 Server Parameters .............................................................................................................. 56
6.6.1 Vendor Support ............................................................................................................ 57
6.6.2 Play Digits No Conference............................................................................................... 57
6.6.3 Play Digits Tone Specifications ........................................................................................ 57
6.6.4 EC Convergence Period .................................................................................................. 57
7 General Configurations.............................................................................................................57
7.1 Telephony Call Attributes ..................................................................................................... 57
7.1.1 Eic_AdviceOfChargeEnd ................................................................................................. 57
7.1.2 Eic_BearerTransferCapability .......................................................................................... 58
7.1.3 Eic_CallingPnNumberDigits ............................................................................................. 58
7.1.4 Eic_CallingPnNumberingPlan ........................................................................................... 58
7.1.5 Eic_CallingPnScreeningInd.............................................................................................. 58
7.1.6 Eic_CallingPnTypeOfNumber ........................................................................................... 58
7.1.7 Eic_ConnectDurationTime............................................................................................... 58
7.1.8 Eic_ConnectedNumberIe ................................................................................................ 58
7.1.9 Eic_ConnectEvtTime ...................................................................................................... 58
7.1.10 Eic_FacilityDisplay...................................................................................................... 58
7.1.11 Eic_IsdnCauseValue ................................................................................................... 58
7.1.12 Eic_OriginalCalledName .............................................................................................. 58
7.1.13 Eic_OriginalCalledNumber ........................................................................................... 58
7.1.14 Eic_PresentationIndicator ............................................................................................ 59
7.1.15 Eic_ReasonForCall ...................................................................................................... 59
7.1.16 Eic_ReasonForCallString.............................................................................................. 59

Intel Hardware Application Note 4 of 74 ©2005 Interactive Intelligence, Inc.

 7.1.17 Eic_RedirectingTn ...................................................................................................... 59
7.2 Channel Bank Integrations ................................................................................................... 59
7.2.1 T1 Configuration ........................................................................................................... 59
7.2.2 E1 Configuration ........................................................................................................... 61
7.3 Putback \ Takeback Transfers ............................................................................................... 62
7.3.1 Handler Implementation................................................................................................. 62
7.3.2 Protocol Specific Support................................................................................................ 63
7.3.3 ISDN-Based Transfers.................................................................................................... 64
7.3.4 Wink-based Transfers .................................................................................................... 65
7.4 Dialstring Configuration........................................................................................................ 65
7.4.1 Syntax ........................................................................................................................ 66
7.4.2 Names and Values......................................................................................................... 66
7.4.3 Configuration Points ...................................................................................................... 66
8 Protocol Support ......................................................................................................................67
8.1 ISDN Protocol Support ......................................................................................................... 67
8.1.1 Springware .................................................................................................................. 67
8.1.2 DM3 ............................................................................................................................ 68
8.1.3 ISDN Feature Matrix ...................................................................................................... 68
8.1.4 Protocol Specific Configurations....................................................................................... 70
8.2 R1/R2 Protocol Support........................................................................................................ 71
8.2.1 Supported Protocols ...................................................................................................... 71
8.2.2 Configuration................................................................................................................ 71
9 Information Gathering for Trouble Shooting ............................................................................73
9.1 Information Check List ......................................................................................................... 73
9.2 Call Analysis Related Issues .................................................................................................. 73
9.2.1 Call Analysis Review Points ............................................................................................. 73
9.2.2 Cause and Effect Relationships ........................................................................................ 73
9.2.3 Support Incident Information Check list............................................................................ 74
10 Procedures for Trouble Shooting ...........................................................................................74
11 Frequently Asked Questions (FAQs) ......................................................................................74
12 Appendix A – Extended Release Notes ..................................................................................74
13 Bibliography ..........................................................................................................................74
14 Index ....................................................................................................................................74

Intel Hardware Application Note 5 of 74 ©2005 Interactive Intelligence, Inc.

Change Log
The following changes have been made since the 2.3 Release.

Authors: If you are making a change to this document, update the cover page date to match the date of your
latest changes.

Change Date

Initial Draft 10/18/04

-Updated section 2 Overview of Intel Hardware. 2/3/05 (PL)

-Added text to section 2.1 Analog Line Boards.
-Updated sections 3.4 and 3.5 for latest required Intel release software – SR 5.1.1 +
FP1 + SU46.

-Updated section 3.1 Installation of Intel Telephony Boards. 2/14/05 (PL)

-Added URL in section 4.3.3 DM3 and 4.3.4 Mixed Springware PCI and DM3.

-Revised section 4.2.4 ISD Protocols 2/21/05 (PL)

-Revised section 8 Protocol Support

-Added new sections 6.5 Telephony Parameters and 6.6 Server Parameters. 3/11/05 (PL)

-Added new section 7.1 Telephony Call Attributes. 4/13/05 (PL)

In section 8.2 R1/R2 Protocol Support: 4/26/05 (PL)

-Changed name for section 8.2.1 from “R1/R2 Protocol Support” to “Supported
Protocols”.
-Added section 8.2.2 Configuration

In section 8.1.3, in the ISDN Feature Matrix, changed RLT/Q.SIG to an NS (Not 5/5/05 (PL)
supported by IC Intel Platform) status.

In section 3.2 Release Requirements, added an addition called “Intel Release 5/17/05 (PL)
Restrictions”.

Added section 2.4 Fax Resource Boards. 5/31/05 (PL)

Added new section 9.2 Call Analysis Related Issues 6/20/05 (PL)

Made changes throughout to indicate when a cold boot (as opposed to a restart) should 7/14/05 (PL)
be performed, and to change references to “TsServer” to “Telephony Services”.

Updated section 2.5.1.1 DI/SI Series. 7/14/05 (PL)

Added content to section 2.3.2 SpringWare Digital Trunk Boards 7/21/05 (PL)

Added section 7.2 Channel Bank Integrations. 8/11/05 (PL)

Updated section 3.4.1 Install SR 5.1.1 for additional info for Windows 2003 servers.

Added section 7.3 Putback\Takeback Transfers. 8/30/05 (PL)

Added new section 7.4 Dialstring Configuration 9/9/05 (PL)

Updates to title page and copyright page. 10/26/05 (PL)

Added new section 7.3.2 Protocol Specific Support. 11/3/05 (PL)

Old section 7.3.2 Release Link Transfer is now 7.3.3 ISDN-Based Transfers.
Updated section 8.1.3 ISDN Feature Matrix.

Added new Section 3.1 IC Server Certification and Testing 11/15/05 (PL)

Intel Hardware Application Note 6 of 74 ©2005 Interactive Intelligence, Inc.

1 Release Notes

The following is a comprehensive list of implementation notes and known issues with this release related to
Intel. Appendix A extends each item in detail.
1.
2.
3.
4.

Intel Hardware Application Note 7 of 74 ©2005 Interactive Intelligence, Inc.

2 Overview of Intel Hardware
IC supports a wide range of Intel Dialogic telephony boards, which are divided into two families - SpringWare
and DM3. The SpringWare family includes all of the ISA “SC” boards that support the SCbus. It also includes
all of the PCI “JCT” boards, as well as the MSI/PCI-Global and VFX/PCI boards. IC supports the DM3 A-Series
PCI boards (dual span, quad span, and resource) boards, and the DM3 station boards listed below in DM3
Station Boards. Only DM3 and SpringWare JCT boards support the H.100 bus. A complete list of supported
boards can be found at http://www.inin.com/support/dialogic/download/AllSupportedBoards.pdf
Important: Intel Dialogic System Release 6.0 (SR 6.0) will only support H.100 boards. It will not support
SCbus boards. To avoid limitations in future upgrade paths, ININ recommends that all site upgrades and all
new installations use only SpringWare JCT and DM3 boards.

2.1 Analog Line Boards

IC supports multiple boards that have analog connection ports for PSTN (external) analog connections. Each
Intel Dialogic analog capable telephony board has a specific set of functionalities and analog port resource
counts. The following table describes the port counts for all supported board with analog ports and provides
additional information as necessary.

Board Loop Start Additional Notes

Analog Ports

D/41JCT-LS 4 Reduced number of analog ports with SoftFax enabled.

D/120JCT-LS 12 Reduced number of analog ports with SoftFax enabled.

DI0408LSAR2 4 Also provides for 8 additional analog stations, 9

conference resources, and 2 fax resources.
1
VFX/PCI 4 Analog Ports on VFX boards are not supported.
SCBus Support Only
1
VFX/41JCT-LS 4 Analog Ports on VFX boards are not supported.
1
- Interactive Intelligence does not support using the analog lines on VFX boards as this makes the fax
resources non-routable (i.e. unable to be shared across the TDM bus).

2.2 Conference Resource Boards

IC supports several boards that provide conference resources. H.100 systems must use one of several DM3
boards that are capable of running a firmware load (media load) that supports conferencing. SCbus systems
can use either the DCB family of boards (ISA only) or MSI boards. The table below lists the supported boards
that provide conference resources and summarizes the features of each board.
Board TDM Bus Conference Max. Number of Max. Parties per
Resources Conferences Conference

DI/0408-LS-A-R2 H.100 9 3 9

DI/SI Series H.100 16 5 16

DM/V2400A-PCI w/ ML9B H.100 120 N/A 60

DM/V2400A-PCI w/ ML10 H.100 60 N/A 60

DM/V480A-2T1-PCI w/ ML10 H.100 60 N/A 60

DM/V600A-2E1-PCI w/ ML10 H.100 60 N/A 60

DM/V960A-42T1-PCI w/ ML9B H.100 120 N/A 60

DM/V1200A-4E1-PCI w/ ML9B H.100 120 N/A 60

MSI/SC-Global* SCbus 32 32 8

MSI/PCI-Global* SCbus 32 32 8

Intel Hardware Application Note 8 of 74 ©2005 Interactive Intelligence, Inc.

 Board TDM Bus Conference Max. Number of Max. Parties per
Resources Conferences Conference

DCB/320SC* SCbus 32 32 32

DCB/640SC* SCbus 60 60 32

DCB/960SC* SCbus 96 96 32

* Supported for backward compatibility only. Not recommended for new installations and site upgrades.

2.2.1 Calculating Conference Resource Requirements

If you anticipate that users will monitor conference calls, you will need to significantly increase the number of
conference resources available. If not, you may run out of conference resources and some conference
participants will not hear audio.
The number of resources required is actually highly dependent on the specific scenario you are running at that
exact moment. There is no exact formula for every scenario so this can only be done through estimation. The
best way to get a valid estimate is to calculate for the heaviest load the site will have and get enough
resources for that time.
We recommend that if you are adding hosted listens (Scenario #2 below) that you contact support to confirm
that you have sufficient conference resources.
Below, we describe two scenarios and how to calculate the number of resources required for each.

Scenario #1: No Hosted Listens

1 Determine the maximum number of parties that you will have participating (speaking) in all
conferences at any given single moment on the server. This is value A.
For example, you may expect that in the worst case you may have 5 different conferences, each with 8
parties. You would then have a value of 40.
2 Determine the maximum number of conferences that might be simultaneously recorded or listened to
at any given single moment on the server. This is value B.
For example, you may expect to have 8 conferences at most on the system, all of which might be
recorded or listened to at the same time. B would then have a value of 8.
3 Determine the maximum number of non-conference calls that might be simultaneously listened to at
any given single moment on the server. Do not include recordings in this number; non-conference
recordings do not require conference resources. This is value C.
For example, you may expect to have 5 supervisors on the system listening to calls at the same time.
If this is the only listening you will allow in your system, C will have a value of 5.
4 The total conference resources you should have on your system should be A + B + (3 x C). You should
round up.
In this scenario, you should have a total of 40 + 8 + (5 x 3) = 63 conference resources on your system.
Consult Conference Resource Boards to determine what boards would provide an adequate number of
conference resources. In this case a DCB/640SC board would be sufficient.

Scenario #2: Hosted Listens

1 Start by calculating A, B, and C as described above for Scenario #1.
2 Hosted listening is very intensive in its use of conference resources. In order to get an accurate
estimate, you must essentially envision a "worst-case" scenario, and then calculate the number of
resources required for that scenario. First, determine the maximum number of hosted listening
sessions you expect to have at any given single moment on the server. This is value D.
For example, if only supervisors are expected to ever perform hosted listening, and you never have
more than 5 supervisors on the system at any given time, D will have a value of 5.

Intel Hardware Application Note 9 of 74 ©2005 Interactive Intelligence, Inc.

 3 For each of the hosted listening sessions in the previous step, calculate the maximum number of
parties you expect to have being listened to by the listening parties. You may expect to have one or
two calls that are conferences that are being listened to, while the others will never be conferences.
Calculate E by taking the average of the maximum parties in each call being listened to.
For example, if all calls that are targets of hosted listening might have a maximum number of parties
of 4, E would be 4.
As another example, if you expect that two of the targets might have a maximum number of parties of
4, but the other 3 would just be 2 parties (not conferences), then E should be the average:
((4 x 2) + (2 x 3)) / 5 = 2.8.
4 For each of the hosted listening sessions in (2) above, calculate the maximum number of listening
parties you expect to have. This again may be different for each of the sessions. Calculate F by taking
the average of the maximum parties in each hosted listening call performing listening.
For example, if you expect that only one call will have more than two parties performing hosted
listening, and that call will have no more than 4, you would calculate E as the average:
((4 x 1) + (2 x 4)) / 5 = 2.4.
5 The total conference resources you should have on your system should be:
A + B + (C x 3) + (D x (E + F)). You should round up the answer.
For the example above, if we take E = 4, we should have 40 + 8 + (5 x 3) + (5 x (4 + 2.4)) = 95 conference
resources on the system. A DCB with 96 conference resources would provide enough resources.
For the same example, but taking E = 2.8, we should have 40 + 8 + (5 x 3) + (5 x (2.8 + 2.4)) = 89
conference resources on the system. Again, consult Conference Resource Boards to determine what boards
would provide an adequate number of conference resources.

Intel Hardware Application Note 10 of 74 ©2005 Interactive Intelligence, Inc.

2.3 Digital Trunk Boards

2.3.1 DM3 Digital Trunk Boards

IC supports both dual and quad span DM3 A-Series digital trunk boards. Earlier, pre A-Series, boards are not
supported. The table below summarizes the supported boards, and both the recommended and supported
media (firmware) loads for each.

Recommended vs. Supported Media Loads

While Intel supports all media loads listed below, some are denoted as recommended because we feel they
provide an optimal feature set for the board when used with IC. We have focused our testing efforts on these
recommended media loads.

Supported Media Loads

Board DM/V480A-2T1 DM/V600A-2E1 DM/V960A-4T1 DM/V1200A-4E1
Media Load

ML1B (Basic Voice + FSK) 48 BV w/ FSK 60 BV w/ FSK 96 BV w/ FSK 120 BV w/ FSK

ML2 (Enhanced Voice) 48 EV 60 EV 96 EV 120 EV

ML5 (ML2 + Fax) N/A N/A 96 EV + 4 Fax N/A

ML6 (Ultra Voice) 48 UV 60 UV 96 UV 120 UV

ML9B (Rich Conferencing) N/A N/A 120 RC w/o network 120 RC w/o network

ML10 (Voice + Rich Conf) 48 EV + 60 RC 60 EV + 60 RC N/A N/A

Universal N/A N/A N/A 60 BV + 8 Fax + 60 RC

Note: Recommended media loads are shown in bold font.

Media Load Features

• Basic Voice - Play, record, transaction record, tone detection, and tone generation.
• Enhanced Voice – Basic Voice plus Continuous Speech Processing (CSP).
• Ultra Voice – Enhanced Voice plus TrueSpeech coder. Use of the TrueSpeech coder is currently only
supported on plays.
• Standard Conferencing – DTMF and tone clamping.
• Rich Conferencing – DTMF, tone clamping, and 16 ms echo cancellation.
• Fax – v.17, MMR, MR, ECM, 14.4 send/receive.

PCD/FCD Filenames
The naming convention for PCD and FCD filenames for trunk board media loads is mlxx_yyy_zzz.pcd (fcd);
where xx denotes the media load (2, 5, 9B, etc.), yyy is either dsa (dual span) or qsa (quad span), and zzz
denotes the network protocol (5ESS, NI2, etc.)

Known Issues/Limitations
• DM3 A-Series trunk boards (both dual and quad span) are limited to a single protocol. That is, one
cannot mix different ISDN protocols, or ISDN and CAS protocols, on a physical board.

Additional Information
Additional product details can be found at
http://www.intel.com/design/network/products/telecom/boards/mediaprocessing.htm#cmb.

Intel Hardware Application Note 11 of 74 ©2005 Interactive Intelligence, Inc.

2.3.2 SpringWare Digital Trunk Boards
IC supports four variants of the Intel SpringWare digital trunk boards. The table below lists the supported
boards and summarizes the features of each. Each digital trunk may be configured for ISDN (Section 4.2.4) or
CAS\R2\E1LS based signaling protocols (Section 8.2.2) for external integrations; and the later may also be
integrated with a third-party channel bank (Section 7.2) for additional station support.

Board Network Digital Available

Type Trunks Channels

D/240JCT-1T1 T1 1 24 (23 ISDN)

D/240JCT-2T1 T1 2 48 (46 ISDN)

D/300JCT-1E1 E1 1 30

D/600JCT-2E1 E1 2 60

2.4 Fax Resource Boards

IC support several types of Intel telephony cards that provide various forms of fax resources. Descriptions of
the three types of fax resources available are listed here along with a chart that provides the number of
resources available per telephony board. Individual fax resource capabilities (fax transmission specifications)
can vary. Use the Intel links provided to view the specifics of a card’s resource capabilities.
Fixed Resource – Number of available resource are fixed on the card and are often fixed to the card’s port
and \ or bus timeslots. Resources are not available for any other type of voice operations. Such cards are
sometimes referred to as ‘fax resource boards’.
SoftFax – Software based fax resource solution that uses a card’s voice processing DSPs to provide fax
capabilities on the JCT series cards. SoftFax resources share a timeslot with another voice resource in the
system which often leads to a voice resource to fax resource tradeoff of available system resources.
Fax Resource – Software based fax resource solution that uses a card’s DSPs to provide fax capabilities. A
card’s firmware load (media load) defines the number of resources on the system. This resource type is its
own entity in that it does not share a timeslot with any other resource in the system.

Board Fixed SoftFax Fax Additional Information

Resouce Resource

DM/V960A- 0 0 4 Using Media Load 5 – ML5

4T1

DM/V1200A- 0 0 8 Using Universal Load

4E1

VFX/41JCT- 0 4 Provides Enhanced Softfax

LS

D/41JCT-LS* 0 4 Using D41jcsp provides a total of 4 Fax\CSP

resources in combination

D/120JCT-LS 0 4 No CSP Available in Combination

D/320JCT 0 8 32\0 Voice and Fax

24\8 Voice and Fax

VFX/PCI* 4 0

DM/F240- 24 0
PCIU

DM/F300- 30 0
PCIU

* Supported for backward compatibility only. Not recommended for new installations or site upgrades.

Intel Hardware Application Note 12 of 74 ©2005 Interactive Intelligence, Inc.

2.5 Station Boards
IC supports several types of Intel station boards. The table below lists the supported boards and summarizes
the features of each.
Board TDM Bus Stations

DI/0408-LS-A-R2 H.100 8

DI/SI32* H.100 32

DI/SI16-R2 H.100 16

DI/SI24-R2 H.100 24

DI/SI32-R2 H.100 32

HDSI/480 H.100 48

HDSI/720 H.100 72

HDSI/960 H.100 96

HDSI/1200 H.100 120

MSI/80PCI-GBL* SCbus 8

MSI/160PCI-GBL* SCbus 16

MSI/80SC-GBL* SCbus 8

MSI/160SC-GBL* SCbus 16

MSI/240SC-GBL* SCbus 24

* Supported for backward compatibility only. Not

recommended for new installations and site upgrades.

2.5.1 DM3 Station Boards

There are three types of DM3 boards that provide station support: DI/SI, DI/0408-LS-A-R2 (aka Denali2), and
HDSI. All share a common feature set.

Common Features
• Support for onboard FSK generation. This allows the transmission of Caller ID to CLASS, CLIP, and J-
CLIP-type Caller ID phones, as well as the ability to activate and deactivate message-waiting
indicators. Unlike MSI and channel bank stations, DM3 stations have dedicated voice resources to
support these features.
• Volume control. The volume for each station can be controlled from the user’s Interaction Client.
• Multiple ring cadence support.
• Loop ring and power are delivered by a dedicated external power supply for reliable long loop support
and ringer equivalency number (REN) compliance.
• Support for 20 Hz, 25 Hz, or 50 Hz ring frequencies.
• Support for the H.100 (CT Bus) interface for high-density systems, as well as SCbus mode for
backward compatibility with legacy boards.
• Universal PCI compliant.

2.5.1.1 DI/SI Series

The DI/SI Series of station boards includes the DI/SI16-R2, DI/SI24-R2, and DI/SI32-R2, which support 16,
24, and 32 stations respectively, plus the DI/SI32 board that supports 32 stations. The DI/SI series has two
different revisions of boards referred to as Rev. 1 and Rev. 2. Most boards currently in circulation are of the
Rev2 variety and are fully supported, whereas Rev. 1 boards do have some limitations (listed below).

Features

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 • Those listed as Common Features in section 2.5.1.
• Sixteen (16) conferences resources. See Section 2.2 Conference Resource Boards for details.
• One (1) audio input 1/8-inch (.31 cm) mini-jack port; Input impedance - 1000 Ohms, AC coupled;
Maximum input level - 600 mVpp.

Known Issues/Limitations
• The DI/SI32 (Rev. 1) board is only supported in North America (i.e. No support for 25 Hz and 50 Hz
ring frequencies).
• The DI/SI32 (Rev. 1) board will not be supported on Intel Dialogic System Release 6.0.

Supported Media Loads

Board Media Load / PCD Filename

DI/SI16-R2 DISI16_R2.pcd - for North American sites.

DISI16_R2_cc.pcd* - for sites that require 25 Hz or 50 Hz ring frequency support.

DI/SI24-R2 DISI24_R2.pcd - for North American sites.

DISI24_R2_cc.pcd* - for sites that require 25 Hz or 50 Hz ring frequency support.

DI/SI32-R2 DISI32_R2.pcd - for North American sites.

DISI32_R2_cc.pcd* - for sites that require 25 Hz or 50 Hz ring frequency support.

DI/SI32 N/A – no media load options available.

* Substitute one of the following for “cc” in the PCD filename: DE (Germany), FR (France), IT (Italy), JP (Japan),
or UK (United Kingdom).

Custom Configurations
If it is determined that none of the predefined configuration files (DE, FR, IT, JP, UK) are suitable for a
configuration then a custom configuration will need to be created. This can be accomplished using the DISI16,
DISI24, DISI32, DISI16_R2, DISI24_R2, or DISI32_R2 files as a basis for the changes. Implementers should
work with Intel and Interactive Intelligence support services when working with such configurations. The
following changes will be required to support an A-law environment. As always, before changing any
configuration file, be sure to back up the original file so that it may be referenced if necessary.
Steps to configure DI/SI Series cards to be A-Law:
1. Open the configuration file in an editor and find the “SETPARM=0X1209,2” line and change it to
“SETPARM=0X1209,1”.
2. Find the “SETPARM=0x4401,0” line and change it to “SETPARM=0x4401,1”
3. Save and Close file.
4. Run a cmd line prompt and drill down to <Dialogic Install Directory>\Dialogic\bin\ and
run fcdgen.exe –f <config_filename.config> -o < config_filename.fcd> to produce a new .fcd file (i.e.
fcdgen –f disi32_new.config –o disi32_new.fcd)
5. Open Dialogic Configuration Manager (DCM) and specify the .fcd file for that card to be the newly
generated .fcd (from step 4). There is no need to change the .pcd file.

Additional Information
Additional product details can be found at http://www.intel.com/network/csp/products/8492web.htm.

2.5.1.2 DI/0408-LS-A-R2 (Denali2)

The Denali2 is an all-in-one board that supports eight (8) stations plus the resource listed below.

Features
• Those listed above in section 2.5.1.
• Four (4) analog lines.
• Nine (9) conference resources. See Section 2.2 Conference Resource Boards for details.

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 • One (1) audio input 1/8-inch (.31 cm) mini-jack port; Input impedance - 1000 Ohms, AC coupled;
Maximum input level - 600 mVpp.
• Two (2) fax resources.
• Twelve (12) voice resources, four (4) of which are CSP-enabled. Note: CSP is only provided with ML4.
• Analog line fail-over. Direct line-to-station connections on four analog stations is provided on board if
the server loses power or becomes unavailable, ensuring basic service availability. This feature
enables incoming calls over the analog lines to be answered on the corresponding station port when IC
is down and even if the server is powered off. For example, an incoming call on an analog line plugged
into CO line port 1, will ring the station phone connected to extension port 1, a call on the analog line
plugged into CO line port 2 will ring the station phone connected to extension port 2, and so on. This
feature is provided “out-of-the-box” and requires no configuration through either the Intel or IC
software.

Supported Media Loads

Media Load PCD Filename

ML4 (Recommended) DI0408LSA_REV2_ML4.pcd - for North American sites.

- provides 12 voice resources, DI0408LSA_REV2_cc_ML4.pcd* - for sites that require 25 Hz or 50 Hz ring
4 of which are CSP-enabled. frequency support.

ML2 (Deprecated) DI0408LSA_REV2_ML2.pcd - for North American sites.

- provides 8 voice resources. DI0408LSA_REV2_cc_ML2.pcd* - for sites that require 25 Hz or 50 Hz ring
frequency support.

* Substitute one of the following for “cc” in the PCD filename: DE (Germany), FR (France), IT (Italy), JP (Japan),
or UK (United Kingdom).

Additional Information
Additional product details can be found at http://www.intel.com/network/csp/products/7223web.htm.

2.5.1.3 HDSI (High-Density Station Interface)

The HDSI series solution is comprised of an HDSI board (PCI bus) and a station interface box (SIB). The SIB
is a 2U, 19 inch, rack-mountable unit, and is available in 48, 72, 96, and 120 port densities.

Features
• Those listed above in section 2.5.1.
• The SIB has a built-in power supply capable of simultaneously providing loop current and ring voltage
to all stations.
• The SIB can be installed up to 660 ft from the HDSI board.
• Stations can be installed up to 5280 ft (1 mi./1.609 km) from the SIB.
• The RJ-21X telephone interface on the SIB enables easy connections to breakout boxes or punch down
blocks. For standard RJ-11 jack connections, Intel offers an optional SA/240 Station Adapter and a 50-
pin cable.

Supported Media Loads

Use cc_hdsi.pcd, where “cc” is one of the following: AT (Austria), AU (Australia), BE (Belgium), CH
(Switzerland), DE (Germany), DK (Denmark), ES (Spain), FR (France), GB (United Kingdom), HK (Hong
Kong), IE (Ireland), IT (Italy), JP (Japan), LU (Luxembourg), MX (Mexico), MY (Malaysia), NL (Netherlands),
NO (Norway), NZ (New Zealand), PT (Portugal), SE (Sweden), SG(Singapore), US (United States), ZA (South
Africa).
IC does NOT support use of the “play_rec” media loads at this time.

Additional Information
Additional product details can be found at http://www.intel.com/network/csp/products/7115web.htm.

Intel Hardware Application Note 15 of 74 ©2005 Interactive Intelligence, Inc.

2.5.2 MSI Station Boards
IC supports two types of MSI station boards: MSI-Global series and MSI/PCI Global series. These boards are
supported only for backward compatibility to allow existing IC sites with Intel hardware the opportunity to
upgrade their IC server without upgrading the telephony boards. They are not to be used in a new
installation, and are not recommended when adding boards to an existing PCI server.

Common Features
• Volume control. The volume for each station can be controlled from the user’s Interaction Client.
• Multiple ring cadence support.
• Loop ring and power are delivered by a dedicated external power supply for reliable long loop support
and ringer equivalency number (REN) compliance.
• Thirty-two (32) conferences resources. See Section 2.2 Conference Resource Boards for details.

Known Issues/Limitations
• IC will always use the 2s on, 4s off cadence when ringing with caller ID.

2.5.2.1 MSI-Global Series

The MSI-Global series of ISA bus boards include the MSI/80-GBL, MSI/160-GBL, and MSI/240-GBL, which
support 8, 16, and 24 stations respectively.

Additional Information
Additional product details can be found at http://www.intel.com/network/csp/products/4549web.htm.

2.5.2.2 MSI/PCI-Global Series

The MSI/PCI-Global series of boards include the MSI/PCI80-GBL and MSI/PCI160-GBL. As the name indicates,
these are PCI bus boards. These boards also provide 32 conference resources.

Known Issues/Limitations
Although they support the CT Bus connector, MSI/PCI-Global boards they will only function in SCbus mode,
and as such will not be supported on Intel Dialogic System Release 6.0.

Additional Information
Additional product details can be found at http://www.intel.com/network/csp/products/6037web.htm.

Intel Hardware Application Note 16 of 74 ©2005 Interactive Intelligence, Inc.

3 Installing Intel Components
This section provides the necessary information to properly install Intel hardware and software in an IC
system. It is important that these procedures and precautions be followed so that the operating system
correctly detects and loads the installed Intel system.

3.1 IC Server Certification and Recommendations

Interactive Intelligence provides server validation for some IC configurations as it relates to Intel hardware
and particular servers. Along with this information, details of performance testing under defined system
stresses are available. This data is updated routinely and is available on the Support Web site at
http://www.inin.com/support/cic/22/hardware. Please reference this material to find answers to server
certifications and hardware configurations. If you do not find the necessary information online please contact
an Interactive Intelligence partner, account manager, or support service representative, for further
information.

3.2 Installation of Intel Telephony Boards

Insert your Intel Dialogic telephony boards into the server chassis following the instructions on the Quick
Install cards (QICs) provided with the boards. Telephony boards are very susceptible to static electricity.
Read and follow the QIC recommendations regarding electrostatic discharge to minimize the risk of board
damage, including wearing a static-dissipative wrist strap.
ININ offers the following recommendations for inserting cards into the chassis. Please note that with the
introduction of auto-detection features of 2.3 ININ no longer prescribes that specific board ordering be
followed (see Section 4.3) unless noted by a particular server certification.
• Write down the serial number and rotary setting of each card in the order of insertion.
• Place all SpringWare ISA cards in contiguous slots.
• Place all SpringWare PCI cards in contiguous slots.

3.3 Release Requirements

This section describes the current Intel release requirements for CIC, EIC, and Communité.
IC Release Required Intel Release Software

IC 2.3x SR 5.1.1+Feature Pack 1+ Service Update 46

- Service Update 63 replaces any earlier service updates.

Note: IC Server installs do not check existence of the Intel release version.
Intel Release Restrictions
Certain Intel releases may have restrictions concerning particular hardware configurations and server
configurations. Below is a list of known restrictions as documented and provided by Intel. Please contact
Interactive Intelligence Support Services with any questions concerning such restrictions.
• SR 5.1.1 + FP1 + SUx does not support addressing RAM spaces larger than 4 gigabytes. In 64 bit
mode and option is available to use physical address extension (PAE) to address a space larger than 4
gigabytes; this is not supported. For further details reference:
http://membersresource.intel.com/search/ptrs/display.asp?32933

3.4 Determine Installation Scenario

The installation scenario will vary depending on the current IC Server release.
A new installation generally involves a new or rebuilt IC Server where no pre-existing IC or Intel release
software is installed. For new installations, see section 3.4.
An upgrade of the Intel software may needed when the IC Server is being upgraded to a new IC GA
release or service release. For upgrades, see 3.5.

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3.5 Install Intel Release Software
Follow these instructions to install the required Intel release software on the IC Server, for a new CIC or EIC
2.3 installation. The steps are:
• 3.4.1 Install SR 5.1.1
• 3.4.2 Install Intel Device Drivers (for Windows)
• 3.4.3 Install Feature Pack 1
• 3.4.4 Install the Service Update
If you are upgrading the Intel release software, you may already have SR 5.1.1 and possibly Feature
Pack 1 installed. In that case, the steps for installing Feature Pack 1 and the latest Service Update may apply.
Important:
• Perform this installation locally on the IC Server. Do not run the installation via a remote session, like
Terminal Service or PC Anywhere.
• If you have any virus scanning applications running, disable them before proceeding with the rest of
this procedure.

3.5.1 Install SR 5.1.1

1. Obtain the required Intel Dialogic software in one of the following ways:
• Telephony Drivers disc 1 and 2 in your CIC or EIC 2.3 product package. Note: On servers running
Windows 2003 Server with SP1 applied, the Telephony Drivers wrapper will not function properly.
Install each Intel install (SR5.1.1 + FP1 + latest SU Release) individually using the appropriate
setup.exe downloaded from the Support Web site.
• Support Web site: http://www.inin.com/support/cic/23/telephony/dialogic/, which links to the FTP
site.
• Order from Interactive Intelligence.
Be sure to check the Support Web site for the applicable PTRs.
2. Place Telephony Drivers disc 1 in your IC Server. (If you downloaded the file from the Support Web
site, click Setup.exe).

Select the Intel Hardware button on the left, and click SR 5.1.1 to run the Dialogic Setup Assistant.

Intel Hardware Application Note 18 of 74 ©2005 Interactive Intelligence, Inc.

 3. The Welcome dialog appears.

The Dialogic Setup Assistant automatically installs support for all Intel components supported by CIC,
EIC, and Communité.
Click Next.
4. The Select a Folder dialog appears.

Browse to a location to install the Intel software or keep the default selection, and click Next.
Interactive Intelligence recommends installing the Intel software on a drive other than the C:\ drive.
5. A dialog appears, asking if you want to automatically restart when the install completes.
6. When Dialogic Setup Assistant completes, restart the IC Server if you did not choose to have it
automatically restart.
Do not run the Dialogic Configuration Manager at this time.

3.5.2 Install Intel Device Drivers (for Windows)

Follow the steps in this section to install the Intel device drivers for the boards installed on the IC Server, as
required for Windows.

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 1. After you have installed SR 5.1.1 and restarted (or cold booted), the following Windows dialog appears.
Windows is informing you that it cannot find a device driver for one or more of the boards.

Click Next.
2. Select “Search for a suitable driver for my device (recommended)” and click next.

Intel Hardware Application Note 20 of 74 ©2005 Interactive Intelligence, Inc.

 2. Select “Specify a location” and click next.

3. Browse to the …\Dialogic\DVR directory, containing the following .inf files. Select the first .inf file and
click Open.

4. Click OK to confirm the location of the driver files.

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 5. Click Next to install the driver.

6. Click Finish.

7. Repeat the steps in this section as often as prompted by Windows. Once the Intel drivers are installed,
you will not be prompted to install drivers again unless:
• You re-install the operating system or re-image your server back to a system image that contains
the Intel driver.
• You add a new Intel board for which no driver has been installed.

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3.5.3 Install Feature Pack 1
1. Place Telephony Drivers disc 2 in your IC Server. (If you downloaded the file from the Support Web
site, click Setup.exe.).

Select the Intel Hardware button on the left, and click SR 5.1.1 Feature Pack 1 (FP1) to run the
Dialogic Setup Assistant. The install is similar to SR 5.1.1 install.
2. Restart the IC Server.
Do not run the Dialogic Configuration Manager at this time.

3.5.4 Install the Service Update

1. Download the most recent Service Update from the Support Web site. click Setup.exe. The install is
similar to SR 5.1.1 install.
2. Restart the IC Server.
Do not run the Dialogic Configuration Manager at this time.
3. Install all applicable PTRs from the Support Web site at
http://www.inin.com/support/cic/23/telephony/dialogic/features/). Download them as described in the
specific release notes.
Note: Typically, no PTRs are needed.
Do not run the Dialogic Configuration Manager at this time.
4. Restart the IC Server.

Next Steps
• Run the Dialogic Configuration Manager as described in section 5 “Configuring Intel Components”.
• Install IC 2.3. For instructions, see the Installation and Configuration Guide.

3.6 Intel Release Upgrade Instructions

This section contains instructions for upgrading to the required Intel release software, depending on the
existing Intel release.
See section 4.2 “Release Requirements” to determine the release you need to upgrade to. Then follow
instructions in the table below.
IMPORTANT
To ensure a successful upgrade:
• Consult Interactive Intelligence before upgrading, and visit the Support Web site
(http://www.inin.com/support/cic/23/telephony/dialogic/features/).

Intel Hardware Application Note 23 of 74 ©2005 Interactive Intelligence, Inc.

 • Back up the IC Server (See section 4.6). Depending on the upgrade scenario, you may be
uninstalling the entire Dialogic directory, so backing up the IC Server is a necessity.
• Run the Dialogic Configuration Manager after installing all Intel Dialogic software (See
section 5 “Configuring Intel Components”). Configure the Dialogic Configuration Manager using the
settings from the Sysinfo that you generated when you backed up the IC Server. Make appropriate
configuration changes, check clocking, bus type, and media mode.
If your existing And you are Follow these instructions
Intel Dialogic upgrading to…
release is…

-SR 5.0.1+Service -SR 5.1.1+Feature 1. Back up the IC Server, create a sysinfo and back up
Pack 1 Pack 1+Service custom .prm and .config files. See section 4.6.
-SR 5.1+Service Update 46 2. Uninstall the existing release using the Intel Dialogic
Pack 1 Clean-up utility. See section 4.7.
-SR 5.1.1+Service 3. Install SR 5.1.1 and reboot. See section 4.4.
Pack 1+ PTR 4. Install Feature Pack 1 and reboot. See section 4.4.
Bundle 1
5. Install Service Update 46 and reboot. See section 4.4.
6. Install additional PTRs and reboot. See section 4.4.
7. Run the Dialogic Configuration Manager (DCM) and set
the Dialogic startup mode to Semi-Automatic. See section
5.
8. In the Windows Services applet, set the IC Services to
Automatic and reboot.

-SR 5.1.1+Feature -SR 5.1.1+Feature 1. Install Service Update 46 and reboot. See section 4.4.
Pack 1 Pack 1+Service 2. Install additional PTRS and reboot. See section 4.4.
Update 46

-SR 5.1.1+Feature -SR 5.1.1+Feature 1. Back up the IC Server, create a sysinfo and back up
Pack 1+ an earlier Pack 1+Service custom .prm and .config files. See section 4.6.1. In the
Service Update for Update 46 DCM, set the startup mode to Manual.
IC 2.3 2. Uninstall any earlier PTRs and the Service Update using
Control Panel…Add Remove Programs and reboot.
4. Install Service Update 46 from the Support Web site and
reboot. See section 4.4.
5. In the DCM, set the startup mode to Semi-Automatic.
6. In the Windows Services applet, set the IC Services to
Automatic and reboot.

3.7 Back Up the IC Server and Stop IC Services

Perform the following tasks to back up the IC Server:

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 1. Run the Dialogic System Information utility to back up the Dialogic Configuration, creating a
Sysinfo.htm. Select Start…Programs…Interactive Intelligence…Dialogic Diagnostic Utilities…System
Information Utility.
2. Make a copy of any custom Intel/Dialogic .prm or .config files from \Program Files\Dialogic\Data to
back up any custom files.
3. Make a copy of the entire \I3 directory tree. Do not rename the existing directory.
4. Run regedt32 to make a copy of the operating system registry. Export the \HKLM\Software\Interactive
Intelligence directory to a file called oldI3tree.r32. Make sure you use regedt32, not regedt.
5. Back up the entire IC Server using a third party product. Test the process of restoring the data you
backed up.
6. Store all backups in a remote location.
7. Stop the IC Services, Dialogic (and GammaLink System Service, if applicable), and set to Manual
Startup mode.
8. If you have any virus scanning applications running, disable them before proceeding with the rest of
this procedure.

3.8 Intel Dialogic Clean-up Utility

Depending on the upgrade scenario, we may recommend that you uninstall the existing release using the Intel
Dialogic Clean-up utility and install the required Intel Dialogic release.
The Intel Dialogic Clean-up utility (dlgc-rel-clean.bat) deletes the entire Dialogic directory hierarchy and
known log files which may be located in other directories. In addition, registry keys created after completion
of the install (e.g. detection or runtime) are removed.
Interactive Intelligence Support has found that the Dialogic Clean-up utility is more successful than using the
Intel Dialogic uninstall because the uninstall does not delete files or registry keys created after the install had
completed. These remaining files result in the Dialogic directory structure not being deleted by the uninstall.
Registry keys created after the install has completed are not removed by the uninstall.
The Intel Dialogic Clean-up utility is available from the Interactive support web site at
http://www.inin.com/support/dialogic/download/dlgc_rel_clean.zip.

3.9 Where to Obtain Intel Software

Obtain the required Intel software in one of the following ways:
• Telephony Drivers disc 1 and 2 in your CIC or EIC 2.3 product package.
• Support Web site: http://www.inin.com/support/cic/23/telephony/dialogic/features/index.asp? which
links to the FTP site.
• Order from Interactive Intelligence.
Be sure to check the Support Web site for applicable PTRs.

3.10 R1/R2 Protocol Support

A minimum of version 3.0 of the Intel Dialogic GlobalCall Protocols Package is required. Version 4.2 is
recommended.

Intel Hardware Application Note 25 of 74 ©2005 Interactive Intelligence, Inc.

4 Configuring Intel Components
After installing the Intel Dialogic software and telephony boards, use the Dialogic Configuration Manager
(DCM) to configure the boards.

4.1 Dialogic Configuration Manager – DCM

To begin configuration, start the DCM via the Windows start menu – Start --> Programs --> Intel Dialogic
System Software --> Configuration Manager - DCM. The first time DCM is run you will be prompted for
the name of the computer to which the DCM should attach. Select the “Local” computer and click on Connect
(see image below).

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Explain detection, and how DCM will prompt for PCD files for all “new” DM3 boards. Insert screen caps.
Important: Any changes to the settings in DCM have to be done while the Dialogic System service is stopped.

4.1.1 Startup Modes

There are three startup modes – Manual, Semi-Automatic, and Automatic - that control startup of the Dialogic
System Service (DSS) and drivers, and downloading of firmware to the boards. The Startup Mode is set via
the DCM menu bar: Service Æ Startup Mode. Telephony Services will detect the configured startup mode and
react accordingly.
Note: While IC supports all three modes, Semi-Automatic is the recommended mode for all production
systems except those using GammaFax. Systems with GammaFax should set the DSS start mode to
Automatic.
Important: Set the startup mode to Manual before stopping the system to make hardware changes, or
installing/uninstalling Intel Dialogic software updates.

4.1.1.1 Automatic Startup Mode

Automatic mode causes Windows to start DSS, start the Intel Dialogic drivers, and download firmware to the
boards when Windows is started. When the system is started in Automatic mode the DCM does not auto-
detect devices before starting DSS. Therefore, one cannot add or remove DM3 PCI boards while the system is
stopped. One may however, replace a DM3 PCI board with an identical board.

4.1.1.2 Manual Startup Mode

When configured for Manual, DSS and the Intel Dialogic drivers will not be when Windows is started, and the
firmware is not downloaded. One can start the DSS, start the Intel Dialogic drivers, and download the boards
by using the Start Service option in the DCM GUI. When the system is started in Manual mode, the DCM will
auto-detect board configuration when it starts.

4.1.1.3 Semi-Automatic Startup Mode

Semi-Automatic mode causes Windows to start DSS and the Intel Dialogic drivers when Windows is started,
but not download firmware to the boards. As with Automatic mode, DCM does not auto-detect devices before
starting DSS. Therefore, one cannot add or remove DM3 PCI boards while the system is stopped. One may
however, replace a DM3 PCI board with an identical board.
Telephony Services will control downloading firmware to the boards when it starts and stopping the boards
when it terminates. In this mode, Telephony Services can also detect if it has previously terminated
abnormally (crashed) and will stop and re-download the boards.
Note: One may notice that Telephony Services takes longer to start when using Semi-Automatic mode. This
is because the board download is now part of the Telephony Services startup instead of Windows startup.
However, the overall net effect on system startup time, from system boot to dial tone, will not increase.

4.2 Configuration

4.2.1 TDM Bus Clock Source

The DCM automatically determines the bus mode (H.100 or SCbus) of the system based on the TDM bus
capabilities of installed boards. If any SCbus-only boards are present in a system, the system must operate in
SCbus mode. The following sub-sections describe how to configure clocking for H.100 and SCbus systems
respectively. The material therein was taken from sections 4.4.1 Setting the Clock Source for H.100 and
H.110 Mode Systems and 4.4.2. Setting the Clock Source for SCbus Systems of the Intel Dialogic Installation
and Configuration Guide [IntelSR511FP1ICG]. Section 2.1.5. Understanding the CT Bus of the same
document provides a good explanation of CT Bus concepts.

4.2.1.1 Configuring the Clock Source for H.100 Systems

Perform the procedure described below to change the default clock settings for H.100 systems.

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 1. To access the clocking settings in DCM, double-click Bus-0 under the TDM Bus in the DCM tree
structure of configured devices on the DCM Main Window. This displays the TDM Bus Configuration
property sheet for Bus-0.

2. Ensure that the TDM Bus Type (Resolved) parameter is set to H.100 mode. If the current setting is
incorrect, change the TDM bus type by highlighting the TDM Bus Type (User Defined) parameter
and selecting H.100 from the Value list. Then, click the Apply button.
3. Highlight the Primary Master FRU (User Defined) parameter.

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 4. From the Value list, select the board you would like to make the Primary Master.
5. Click the Apply button. If you are using the primary master board’s internal oscillator or the front-end
network interface of a SpringWare board as the clocking source, continue with step 11. If the primary
master board is deriving system clocking from a digital network trunk connected to a DM3 board,
continue with step 6.
6. In the TDM Bus Configuration property sheet, highlight the NETREF One FRU (User Defined)
parameter.
7. In the Value field, type the name of the board that contains the network interface that will provide a
network reference clock to the system. This should be the same name as displayed in the DCM Main
Window.
8. Click the Apply button.
9. Specify the source of the network reference clock (specifically, the trunk on the board containing the
digital network interface providing the NETREF clock) via the Derive NETREF One From (User
Defined) parameter.
10. Click the Apply button.
11. To configure the Clock Master Source, highlight the Derive Primary Clock From (User Defined)
parameter and select the appropriate option from the Value list:
• Internal Oscillator: the primary master derives clocking from its own internal circuitry.
• FrontEnd_1: the primary master derives clocking from its own front-end network interface (span
1 of a DualSpan board).

Note: The FrontEnd_1 value is only valid when the Primary Master FRU is a SpringWare board.
This value cannot be used when the Primary Master FRU is a DM3 board.

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 • FrontEnd_2: the primary master derives clocking from its own front-end network interface (span
2 of a DualSpan board).

Note: The FrontEnd_2 value is only valid when the Primary Master FRU is a SpringWare board.
This value cannot be used when the Primary Master FRU is a DM3 board.
• NETREF_1: the primary master derives clocking from CT Bus NETREF_1 line.

Note: The NETREF_2 drop-down list option is not supported by the current Intel Dialogic System
Software release.
12. Click the OK button. This will apply the Derive Primary Clock From (User Defined) parameter
modification and return to the DCM main window. To designate a board as the secondary clock
master, carry out the same procedure as above, but select the name of the board in the Value list of
Secondary Master FRU (User Defined) parameter instead of Primary Master FRU (User Defined)
parameter and set the Derive Secondary Clock From (User Defined) parameter instead of Derive
Primary Clock From (User Defined) parameter.
Note: Production servers should be clocking from the CO. Internal Oscillator should only be used for test
environments (i.e. back-to-back IC servers).

4.2.1.2 Setting the Clock Source for SCbus Systems

Perform the procedure described below to change the default clock settings for a SCbus mode system.
1. To access the clocking settings in DCM, double click Bus-0 under the TDM Bus in the DCM tree
structure of configured devices. This displays the TDM Bus Configuration property sheet for Bus-0.
2. Ensure that the TDM Bus Type (Resolved) parameter is set to SCbus. If the current setting is
incorrect, change the TDM bus type by highlighting the TDM Bus Type (User Defined) parameter
and selecting SCbus from the Value list. Then, click the Apply button.
3. Highlight the Primary Master FRU (User Defined) parameter.
4. From the Value list, select the board you would like to make the Primary Master.
5. Click the Apply button.
6. To configure the Clock Master Source, highlight the Derive Primary Clock From (User Defined)
parameter and select the appropriate option from the Value list:
• Internal Oscillator: the primary master derives clocking from its own internal circuitry.
• FrontEnd_1: the primary master derives clocking from its own front end network interface (span
1 of a DualSpan board).

Note: The FrontEnd_1 value is only valid when the Primary Master FRU is a SpringWare board.
This value cannot be used when the Primary Master FRU is a DM3 board.
• FrontEnd_2: the primary master derives clocking from its own front end network interface (span
2 of a DualSpan board).

Note: The FrontEnd_2 value is only valid when the Primary Master FRU is a SpringWare board.
This value cannot be used when the Primary Master FRU is a DM3 board.

Note: NETREF_1 and NETREF_2 values are not applicable to SCbus mode systems.
7. Click the OK button. This will apply the Derive Primary Clock From (User Defined) parameter
modification and return to the DCM main window.
Note: Production servers should be clocking from the CO. Internal Oscillator should only be used for test
environments (i.e. back-to-back IC servers).

4.2.2 Continuous Speech Processing

Continuous Speech Processing (CSP) voice resources are specialized resources available on most Intel Dialogic
JCT series boards, and with most DM3 media loads. Check the Supported Boards List on the Interactive
Intelligence web site for current information on which boards are capable of supporting CSP, and are
supported for ASR.

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4.2.2.1 Configuring CSP on JCT Boards
While some early versions of the boards shipped with the CSP feature disabled, most JCT trunk boards do
have it enabled by default. One can confirm this via DCM. Double-click on the appropriate board node and go
to the Misc tab. The Parameter CSP_Enabled will be set to Yes, as shown below, if CSP is enabled.
Activate CSP by configuring a CSP-enabled board to use CSP firmware. The table below lists the CSP firmware
files for the various JCT boards.
Board Firmware File
D/41JCT-LS d41jccp.fwl
VFX/41JCT-LS d41jcsp.fwl
D/120JCT-LS d120csp.fwl
D/240JCT, D/480JCT spcsp.fwl
D/300JCT, D/600JCT spe1csp.fwl

The procedure to activate CSP is as follows:

1. Double-click on the appropriate board in the DCM main window.
2. Go to the Misc tab. Set the FirmwareFile parameter (and FirmwareFile2 where appropriate) to the
CSP firmware by selecting the correct Value from the drop-down list.
3. Click the OK button to apply the changes and return to the DCM main window.

Note: If ISDN is being used, there are restrictions on which spans can load the spcsp.fwl. It is also not
possible to load both SoftFax and CSP firmware on a dual span board, as they are mutually exclusive. See the

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Firmware Load Support for SpringWare and SpringWare Support Tables in the SR 5.1.1 Release Notes for
details.
Caution: Verify that Dialogic starts without errors after you have configured your JCT hardware for CSP. If
Dialogic fails to start the board or the service, it may be that CSP firmware is attempting to load in
combination with ISDN in an unsupported configuration. Try resetting the firmware files to their default on
the most recent cards changed. Next, make the firmware change a single span at a time to isolate the
problem.

4.2.2.2 Configuring CSP on DM3 Boards

In SR 5.1.1 FP1, the following DM3 media loads include CSP support for all digital line protocols: ML2, ML5,
ML6, ML10, and UL1. ML1 does not include CSP support. ML4 is required for CSP support on the Denali2
board.

4.2.2.3 Configuring Echo Cancelled Record

Future.

4.2.3 SoftFax
SoftFax is a feature of Intel Dialogic JCT boards that enables additional DSP resources as fax devices.
SoftFax is much easier to configure in IC 2.3 and later releases due to the resource detection and
configuration enhancements introduced to Interaction Administrator in IC 2.3. Simply configure the SoftFax
firmware in DCM and configure fax stations via the IA Station Assistant. The procedure for configuring the
firmware is as follows:
1. Double-click on the appropriate board in the DCM main window.
2. Go to the Misc property sheet. Set the FirmwareFile parameter (and FirmwareFile2 where
appropriate) to the SoftFax firmware by selecting spfax.fwl from the Value drop-down list.
3. Click the OK button to apply the changes and return to the DCM main window.
See the Firmware Load Support for SpringWare and SpringWare Support Tables in the SR 5.1.1 Release Notes
for details.

4.2.4 ISDN Protocols

To configure a Springware digital interface for ISDN, double-click the desired board node in the DCM tree
structure of configured devices on the DCM Main Window. Then select the Interface tab and the dialog shown
below will appear. Select the desired ISDN protocol from the Value list as shown in Figure 4.2.4.1. If the
value “None” is configured (the default), the interface will be configured for robbed-bit/CAS signaling.

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Figure 4.2.4.1

General Configuration Guidelines

• Review the supported ISDN protocols and any specific configurations that may be required for proper
configuration. Reference Section 8.1.
• Springware ISDN implementations require that host controlled release be enabled (it is disabled by
default). Reference Section 8.1.4.1 for information concerning this change.
• On a T1 circuit, channels 1-23 are the B channels and channel 24 is the D channel. ISDN Framing
should be ESF and to the Bellcore specifications. ISDN Coding should be B8ZS.
• Inbound calls should pass a 7-digit DNIS in the Information Element, as opposed to the four digits
recommended on T1 trunks.
• If more than one version of a protocol is available at the CO, use the Bellcore specified version. For
example, on 5ESS switches, do not use the AT&T “Special” variant; instead, use the NORMAL
specification.

4.2.5 DM3 Media Loads

Future.

4.2.6 PBXpert TSF Support

In previous versions of Dialogic, a separate utility was used to enable a TSF file created by PBXpert. In
System Release 5.01 and beyond, the ability to enable TSF support is done in the Dialogic Configuration
Manager. Enabling a TSF file is for voice resources only. It is a global setting in the Dialogic Configuration
Manager.
To enable TSF support:

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 1. In the Dialogic Configuration Manager main window, select any board that has voice resources in it,
and select the Misc tab.
2. Scroll down the Parameter list and select TSFFileSupport.
3. In the Value field, select Yes to enable TSF support from the drop down list.
4. To enable Disconnect tone support, select DisconnectTone from the Parameter list.
5. In the Value field, select Yes to enable Disconnect tone support.
6. To specify which TSF file to use, regardless of whether Disconnect tone is enabled or not, select the
Files tab, as shown in the following figure.

7. Select TSFFileName and use the Browse button to navigate to the location of the TSF file location.

4.3 Board Placement and Detection

The order in which Intel Dialogic telephony boards are detected is critical, and drives the configuration of
telephony resources in IC. Proper board placement and identification will help simplify configuration and
minimize the impact of future configuration changes. Regardless of system bus type, ISA or PCI, place all
boards in contiguous slots.
On the top of each board is a numbered rotary switch. The switch value is shown in DCM as BLTId (Board
Locator Technology ID) for ISA boards, and as PciID for PCI boards. On ISA systems, the switch setting alone
will control the order in which the boards are discovered (detected). On PCI systems, the behavior differs
based on the type of boards (SpringWare and/or DM3). Review the sections below for details on each
technology.
Note: In earlier IC releases, it was important that customers follow the ININ-proscribed board order (as
documented in Knowledge Base article Q103971174700211) to minimize configuration difficulties related to
specifying Intel logical/virtual board numbers. Starting with IC 2.3, this is no longer necessary. Interaction
Administrator enhancements, along with the Setup Assistant, now effectively hide both board and port
number assignments from the user.

4.3.1 SpringWare ISA

ININ recommends that you place all SpringWare ISA boards together, in contiguous slots, and set each rotary
switch to a unique, consecutive value starting at one (1). Boards will be discovered in ascending order, by
switch setting. Zero (0) is not a valid value.

4.3.2 SpringWare PCI

ININ recommends that you place all SpringWare PCI boards together, in contiguous slots, and set each rotary
switch to a unique, consecutive value starting at one (1). Boards will be discovered in ascending order, by
switch setting.
Note: In the past, ININ Support instructed some sites with all SpringWare PCI boards to set all rotary
switches to zero (0). While Intel continues to support this practice, ININ does not. You must follow the
recommendation given above.

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4.3.3 DM3
Unlike with SpringWare boards, Intel Dialogic software does not directly use the rotary switch settings (PciID)
of DM3 boards to determine the board discovery order. Instead, it assigns each board a LogicalID value based
on the order in which the driver initially finds the boards. The driver uses the HAL to enumerate the boards,
and the algorithm orders the boards by ascending bus and slot number. Not all systems assign bus and slot
numbers in the same direction. Some systems assign the numbers in ascending order moving away from the
CPU(s), while others assign them in the opposite direction. Still others number the buses in one direction and
the slots in another. This can make it quite difficult to accurately determine the board discovery order if the
instructions below are not followed.
ININ recommends that you place all DM3 boards together, in contiguous slots, and set each rotary switch to a
unique, consecutive value starting at one (1). Since LogicalID actually controls board detection order, ININ
recommends that you set the LogicalID for each board to match its PciID. This can be done manually via DCM,
or via the ININ utility program AdjustBrdSeq that can be downloaded from the ININ Support web site at
www.inin.com/support/dialogic/files.asp.
Note: When viewing the PciID values in DCM (Physical tab), it may be necessary to extract the four (4) least
significant bits to accurately obtain the value. Be sure to use this value when manually setting the LogicalID.

4.3.4 Mixed SpringWare PCI and DM3

All SpringWare (non-DM3) boards will discover before any DM3 boards, regardless of board position in the
chassis or rotary switch setting. To minimize confusion, ININ recommends that you group all SpringWare
boards together in contiguous slots, and then place the DM3 boards in adjacent contiguous slots. Set the
rotary switch on each SpringWare board to a unique, consecutive value starting at one (1), numbering the
boards 1 through N (where N is the number of SpringWare boards in the system). Set the rotary switch on
each DM3 board to a unique, consecutive value starting at N+1.
In this case (a mixed system) ININ recommends that the LogicalID for each DM3 board to match its PciID
minus the number of SpringWare boards in the system. This can be done manually via DCM, or via the ININ
utility program AdjustBrdSeq which can be downloaded from the ININ Support web site at
www.inin.com/support/dialogic/files.asp.

4.4 Adding, Removing, or Replacing Boards

Follow these instructions whenever adding, removing, or replacing boards, as well as when changing DM3
media load.
1. Configure DSS to Manual start mode before shutting down the server.
2. Read and follow the QIC recommendations regarding electrostatic discharge, including wearing a
static-dissipative wrist strap. Telephony boards are very susceptible to static electricity and failure to
follow the recommendation may result in board damage.
3. Write down the serial number and rotary switch setting of the boards as you insert them into the
chassis. This will provide a reference for identifying board position after installation.
4. To minimize the impact on resource detection and system configuration, follow the instructions given
below that are appropriate to your system.

4.4.1 SpringWare-only Systems

Adding a board - Place the new board in the slot adjacent to the highest numbered board already present
and set the rotary switch to the next highest number. There is no impact on detection of existing resources.
Removing a board - Will result in device reordering (i.e. potential to change ordering for Springware; will
certainly change DM3).
Replacing a board - (using a previous assigned slot): Like-for-Like: No impact as long as BLT settings match
the replaced board. New board with different number of virtual devices: Will result in device reordering (the
magnitude of the reordering depend on factors as stated above).

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4.4.2 DM3-only Systems
Adding a board - Place the new board in the slot adjacent to the highest numbered board already present.
Set the rotary switch to the next highest number. Modify the LogicalID in DCM to match the switch setting.
There is no impact on detection of existing resources.
Removing a board - potential to change ordering; No impact to Springware
Replacing a board - (using a previous assigned slot): Like-for-Like: No impact as long as BLT settings match
the replaced board. New board with different number of virtual devices: Will result in device reordering (the
magnitude of the reordering depend on factors as stated above).
Changing DM3 media load -

4.4.3 Mixed SpringWare and DM3 Systems

Adding a board – Future.
Removing a board - Future.
Replacing a board - Future.
Changing DM3 media load - Future.

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5 Installing Interaction Center (IC)
This section discusses the necessary selections in the Interaction Center (IC) installation and configuration for
an Intel Dialogic platform:
• 5.1 New IC Installation Summary
• 5.2 Part 1: Run the IC Server Install
• 5.3 Part 2: Run IC Setup Assistant (Configure Stations)

5.1 New IC Installation Summary

Starting with IC 2.3, IC installation and configuration consists of the following tasks:
1. Run the IC Server install. You will select the telephony platform.
2. Run IC Setup Assistant. You can configure stations at this time.
3. Post-install configuration in Interaction Administrator. Configure lines, trunk interfaces, stations
(if not done already via IC Setup Assistant), server parameters, telephony parameters, etc.
For more information, see the Installation and Configuration Guide, available in the IC Documentation Library.

5.2 Part 1: Run the IC Server Install (Select Telephony Platform)

A major feature of a new IC 2.3 Server install is that it can be performed in an offsite location or at the
customer site. A new IC Server install does not require a license, nor is it necessary for the IC Server to be
connected to the network.
The IC Server install copies all the files needed for CIC or EIC to the IC Server. During the IC Server install,
you select the telephony and fax platform.
Important:
• Perform this installation locally on the IC Server. Do not run the installation via a remote session, like
Terminal Service or PC Anywhere.
• If you have any virus scanning applications running, disable them before proceeding with the rest of
this procedure.
To run the IC Server Install
1. Insert the CIC or EIC product disc 1 and double-click IC Server Install.

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 Continue as described in the Installation and Configuration Guide, or the IC Server install online help.
2. In the Telephony and Fax Platform dialog, select Intel (boards or HMP) under Telephony Platform
if one of the following is installed on the IC Server:
• Intel boards
• SIP (Intel boards and AudioCodes IP boards)

3. In the same dialog, select Intel or GammaLink under Fax Platform if you want to configure fax
support for boards with dedicated fax resources.
• GammaLink/ISA cards are supported for upgrade installations only (not supported for new
installations).
• It is a good idea to always select fax support so a re-install is not needed if the site wants to add
fax support later.
4. When the IC Server install is complete, you are prompted to Reboot.
The next steps are:
• Connect the IC Server to the customer network if you have not already done so.
• Run IC Setup Assistant to configure the IC Server. If you use Intel resources for station support
you will create stations at this time.

5.3 Part 2: Run IC Setup Assistant (Configure Stations)

The IC Setup Assistant is a wizard that asks a series of questions to configure your IC Server and performs
the configuration based on the settings you chose. IC Setup Assistant will not run without a valid CIC or EIC
2.3 license file.
To start IC Setup Assistant, select Start…Programs…Interactive Intelligence…Setup Assistant. Continue as
described in the Installation and Configuration Guide, or the IC Setup Assistant online help.
IC Setup Assistant guides you through station configuration based on Intel boards it has detected on the IC
Server.
Alternatively you can skip station configuration in IC Setup Assistant, perform these configurations later in
Interaction Administrator. See section 67.

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This section contains:
• 5.3.1 Intel Dialogic Configuration
• 5.3.2 Device Detection
• 5.3.3 Configure Stations
• 5.3.4 Configure Fax Stations

5.3.1 Intel Dialogic Configuration

When you run IC Setup Assistant, the Intel Dialogic Configuration dialog appears if Intel boards are
installed on the IC Server.

In most cases, the prerequisites listed in this dialog have already been fulfilled as part of installing and
configuring the Intel software.
• To verify that the configuration looks as expected and the Intel Dialogic service is started, click the
button to launch the Intel Dialogic Configuration Manager. If these requirements have not been
performed, do so now. For information, see section 4 “Installing Intel Components” and section 5
“Configuring Intel Components”.
• If you know that the boards are configured and the Intel Dialogic service was started, check I’ve
already verified these prerequisites to continue.

5.3.2 Device Detection

IC Setup Assistant automatically performs device detection if it has not yet occurred. The Device Detection
on Progress dialog appears. A progress bar appears to indicate the device detection is in progress.
After the devices have been detected, the following dialog appears. IC Setup Assistant determines the physical
address — board and port order — of each resource (conference, fax, station, voice, etc.) on a board. In
previous IC releases, administrators had to manually number boards and port (line) configurations on those
boards.
Note: The device detection does not detect GammaLink devices.

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Inventory Configuration
Take the opportunity to review the detected boards that will be used to create IC stations, interfaces, and
lines. Click Inventory Configuration to view Telephony Resources for details on the board and port order
of each resource on the boards.

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If the Device Detected matrix is empty
The Detected Devices matrix will appear empty if the device detection failed or if no boards were detected.
You cannot configure stations in Add Stations Assistant until the devices are detected. Click on Inventory
Configuration to try to detect the boards. Note that IC Setup Assistant will not detect Intel telephony boards
until the requirements — configure the boards and start Intel Dialogic service — have been fulfilled.

5.3.3 Configure Stations

IC Setup Assistant simplifies the process of creating stations. It launches the Add Stations Assistant, which
uses the Intel devices found through device detection to auto-create stations.
The Add Stations Assistant provides default selections based on the device detected and make certain
selections unavailable if they are not applicable to the device.
To configure stations

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 1. When you first view the Configure Stations dialog, there may be one or more stations listed if the IC
Server was installed offsite, or there may be no stations listed.

Click Configure Stations to launch the Add Stations Assistant, a wizard that creates multiple
stations based on station type and how the stations are connected to the IC Server. You can choose to
auto-assign station extensions.
If you wish to configure stations after the installation, you can do so in the Interaction Administrator,
using Add Stations Assistant to create multiple stations or by creating individual stations in the Stations
container.
2. The Add Stations Assistant Welcome dialog appears.

Click Next.

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 3. The Create Options dialog appears.

To configure stations for Intel station boards, select these two options:
• Workstation, Stand-alone Phones, or Stand-Alone Faxes
• Stations are connected to a station board
4. The Create Stations Connected to a Station Board dialog appears.

All detected station boards are listed showing State, Board Number, Number of Ports, and Card Name.
The State indicates
• Complete: All stations for a board have already been configured
• Incomplete: Some but not all stations for the board have been configured

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 • Not Configured: Board has not yet been configured
Select a station board and click Next.
5. The Default Station Values dialog appears.

The dialog contains the default settings for new stations connected to the selected Intel boards. By
default, the Add Stations Assistant names the stations according to the Name Prefix (Station), then
adds the board number followed by the port number. For example, Station_001_005 is the station
number on board number 1 and port number 5.
In most cases, the only adjustments you may need to make are:
• Name Prefix. If you change the Name Prefix, it is reflected in Station Names Preview.
• Ring Always: You may wish to check the Ring Always option so that the station telephone
always rings when the station or user receives a call. For details, see the online help.
Highlight all the stations (or just selected stations) in Station Names Preview, and click Next.

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 6. The Set Extensions for IC Stations dialog appears.

You can choose to assign station extensions automatically or skip automatic assignment of station
extensions and assign them manually in Interaction Administrator after the installation. For details, see
the online help.
16. The Preview Created Stations dialog appears.

Review the stations that will be created based on the station attributes and click Next. The
configuration is saved.

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 17. The Saving Stations Data dialog appears.

If you have reviewed your station data and are ready to commit the new station creates, click Commit
Changes.
18. The Station Licenses dialog appears.

If stations need to be assigned licenses as part of the site’s license allocation strategy, assign station
licenses now or assign them later in the Interaction Administrator License Allocation container.
Notes
• In IC 2.3x, licenses can be assigned to a station, user, or both.
• All stations that accept phone calls need a Basic Station license.

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 For details on each license type, see the online help. For additional information, see IC Licensing
Overview in the White Papers and Reference section of the IC Documentation Library.
19. The Add Stations Assistant has completed.

Click I want add additional stations and then Next if you wish to configure stations for another
Intel board, or if you wish to configure fax stations (see section 6.3.4).
When you are finishing creating stations, click Finish.
18. The IC Setup Assistant Configure Stations dialog appears, populated with the stations you created.

5.3.4 Configure Fax Stations

The Add Stations Assistant also configures fax devices attached to the system on the IC Server, providing the
ability to send and receive faxes without stand-alone fax machines.
Note: License allocation is not needed for fax bus devices. They are not included in a Basic Station License.
To configure fax devices

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 1. In the Create Options dialog, select Fax devices attached to the system bus.

2. In the Create Fax Bus Device Stations dialog, select one of the detected fax resource boards.

Notes
• Devices configured for SoftFax will not be available for other use. On digital boards, this means
that voice devices will not be available for play, record, digit collection, etc. On analog boards, this
means that the corresponding analog line cannot be configured for use.
• Add Stations Assistant does not detect GammaLink devices or configure stations for GammaLink
devices. Configure stations for GammaLink devices individually in the Interaction Administrator
Stations container.

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 3. In the Select Intel Fax Ports to Configure dialog, select the ports for your fax stations. The ports
listed are based on the board selected in the previous dialog.

You may wish to de-select some ports if you want to use them for resources other than fax.
4. In the Configure Fax Station Devices dialog, configure the settings for the fax bus devices selected.

In most cases, the only adjustment you may need to make is the Name Prefix. If you change the
Name Prefix, it is reflected in the Fax Names Preview.

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 5. Choose to automatically assign stations now or assign them later in Interaction Administrator in the
Set Extensions for IC Stations dialog.
6. In the Preview Created Fax Devices dialog, review the fax devices that will be created based on the
board attributes.

7. Click Commit Changes in the Saving Station Data dialog to commit the configuration.
8. Click Finish to Complete the Add Stations Assistant.
9. The Setup Assistant Configure Stations dialog appears, populated with the fax devices you created.

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6 Post IC Installation: Interaction Administrator Configuration
Interaction Administrator provides an interface for configuring several options that are general to the
Telephony Services service as well as specific to Intel functionality. Multiple configuration methods are used
that relate to different system components. This section identifies configurations for analog lines, digital lines,
stations, server parameters, telephony parameters, interfaces, etc. On the initial configuration of a system use
the checklist provided in section 6.5 to verify the proper Intel system defaults.
Note: The configurations provided in this section are not all inclusive. There may be additional configurations
used for specific scenarios, or general to telephony services, that are not documented here.

6.1 Device Detection

You can select Telephony Resources in the System Configuration container to auto-detect Intel telephony
boards. It detects the logical card and span resources available in the IC system and determines the physical
address — board and port order — of each resource (conference, fax, station, voice, etc.) on a board. In
previous IC releases, administrators had to manually number boards and port (line) configurations on those
boards.
Note: The device detection does not detect GammaLink devices.
You might use Telephony Resources in the following situations:
• If the IC Server install was run in an offsite location, the offsite installer can auto-detect the Intel
boards in Interaction Administrator to prepare the IC Server to sent to a customer site.
• If you add a board after the initial IC installation.
For details, see Interaction Administrator online help.

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6.2 Configure Analog Lines
The Add Analog Lines Assistant is a wizard that steps you through creating lines connected to ports in
analog telephony cards installed on the IC Server.
To configure analog lines
1. Click the Interaction Administrator Lines container then click the Context Menu or right-click in the
right pane, and select Add Analog Lines Assistant.

2. The Add Analog Lines Assistant Welcome dialog appears.

3. Fill in the dialogs to complete these tasks:

• Select an analog board - Select a board to create lines. The listed boards are boards that the
system has detected.
• Select a port - Select available ports for the lines you will create. The Analog Card and Board
Number are based on the board you selected.
• Turn on Caller ID and DNIS - Select the checkboxes to enable Caller ID and DNIS. Also, you can
define your Caller ID format.
• Set the default line values - Enter telephone numbers, set line direction, and activate the lines.
• Preview created lines - View the lines that will be created based on the selections you have
made in the previous pages. You can also modify phone numbers for a selected line.

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 • Save results - Save the analog lines you created.
See the Interaction Administration online help for information on each field in the

6.3 Configure Digital Lines

The Add Interface and Digital Lines Assistant is a wizard that steps you through creating lines or
channels on digital trunk cards installed on the IC Server. It enables you to customize IC's interface to an
entire digital trunk.
1. Click the Interaction Administrator Lines container, then click the Context menu or right-click in the
right pane, and select Interfaces and Digital Lines Assistant.

2. The Add Interfaces and Digital Lines Assistant Welcome dialog appears.

3. Fill in the dialogs to complete these tasks:

• Select a board - Select a board to create an interface and all its lines.
• Select an interface type - The type of board you selected determines what type of an interface
you can create.
• Set the default line values - Enter telephone numbers, set line direction, and activate the lines.
• Enable ANI and DNIS - Select the checkboxes to turn on Caller ID and DNIS for inbound calls.
• Configure SMDI - Select the checkbox to enable SMDI and set SMDI options.
• Preview results - View the interfaces and digital lines based on the options you selected.

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 • Save results - Save the interfaces and digital lines you created.
See the Interaction Administration online help for information on each field in the Add Interfaces and
Digital Lines Assistant.

6.4 Configure Stations

Create stations for workstations, stand-alone phone and stand-alone fax, and fax systems connected by a
system bus using the Add Stations Assistant in the Stations container.

The Add Stations Assistant is a wizard that creates multiple stations based on station type and how the
stations are connected to the IC Server. You can choose to auto-assign station extensions.
You may already have created stations using Add Stations Assistant when you ran IC Setup Assistant.
For more information on:
• Workstation configuration, see section 6.3.3 or Interaction Administrator online help.
• Fax station configuration, see section 6.3.4 or Interaction Administrator online help.
You can also create individual stations by selecting New in the Stations container.

6.5 Telephony Parameters

Telephony parameters are similar to server parameters except that they are specific to the Telephony Services
subsystem. They are located in the server configuration container of Interaction Administrator under the
‘Telephony Parameters’ tab (Figure 6.5.1). They are available under multiple subtopics including General and
Intel. This section identifies some of the configurations available under these two categories. If information is
not provided in this document please reference the Interaction Administrator help for information concerning
each parameter.

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 Figure 6.5.1 - Telephony Parameters Tab

6.5.1 Analysis Start Delay

This server parameter controls at what point in time to start call analysis after Telephony Services initiates the
Intel call analysis algorithm for a particular audio input. Any audio that occurs before the timer expires is
ignored by call analysis algorithm and therefore will not factor into the resulting disposition.

Configuration: Static (restart required)

Values: Greater than zero (0) represented in milliseconds
Default: 250

6.5.2 Analysis Maximum InterRing Connect

Cadence break occurs when call analysis no longer detects ring back signals on the line after detecting regular
ring back. Typically this indicates some sort of connection has occurred. At the end of a ring back cycle call
analysis will start this timer. If no more ring back tones are detected before the timer expires then call
analysis determines that ring back has stopped and call analysis can start determining what kind of connect
has occurred (cadence break, voice, or machine).

Configuration: Static (restart required)

Values: Greater than zero (0) represented in milliseconds
Default: 8000

6.5.3 Analysis Maximum Wait After Cadence Break

Controls an Intel call analysis timer that kicks when the timer controlled by ‘Analysis Maximum InterRing
Connect’ expires. If the ‘Analysis Maximum InterRing Connect’ timer expires call analysis starts analyzing the
audio energy on the line in order to see if it is speech or machine and it will continue to analyze the audio
energy for the amount of time specified by ‘Analysis Maximum Wait After Cadence Break’. When this timer
expires if no voice or machine audio is detected then call analysis will return cadence break as the reason for
connect.

Configuration: Static (restart required)

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 Values: Greater than zero (0) represented in milliseconds
Default: 4000

6.5.4 Analysis Minimum Ring Duration

When call analysis first starts analyzing the presented audio signal it is looking at the incoming ring signals to
establish a cadence. Once established, this cadence will control when the voice and answering machine
detection algorithm is started. In situations where the ring cycle is less than 2 seconds in length call analysis
may have problems establishing a cadence which can affect when voice and answering machine detection is
started which can result in inaccurate voice or answering machine detection results. In this situation rather
than tweaking this parameter it is usually better to just set it to 0.

Configuration: Static (restart required)

Values: Greater than or equal to zero (0) represented in milliseconds
Default: 1900

6.5.5 Answering Machine Analysis Type

This server parameter is used to set an evaluation mode for answering machine detection. When call analysis
is analyzing a signal to determine if it is a voice answer or a machine answer call analysis is taking many
measurements of audio, noise and relative energy. The different values of ‘Answering Machine Analysis Type’
determine which of those appropriate measurements to look at when attempting to make the final
determination of voice or machine. This server parameter can affect speed and/or accuracy of the
voice/machine detection results.

Configuration: Static (restart required)

Values: Full, Quick, and Accurate described as:
Full – Full evaluation of response.
Quick – Quick look at audio energy surrounding the connect.
Accurate – Recommended setting. Does the most accurate evaluation detecting live
voice as accurately as Full but is more accurate than Full, although slightly slower, in
detecting an answering machine. Use Accurate when accuracy is more important than
speed.
Default: Full

6.5.6 Diagnostic Record

This parameter enables and disables diagnostic record functionality. Please reference Section 11.7 for further
information concerning diagnostic recording.

6.5.7 Maximum Number of Diagnostic Voice Recordings

This parameter sets the maximum number of voice resources that should be used at any given time to create
diagnostic recordings. The number of resources allocated by this value will not be available to the system for
general call functionality. Therefore, this count should be reasonably limited so not to drain the system of
resources. This is only in affect when diagnostic recording is enabled. Please reference Section 10.7 for further
information concerning diagnostic recording.

6.6 Server Parameters

Server parameters provide a generic configuration interface used by multiple IC subsystems. This section
identifies important Intel related server parameters that Interactive Intelligence Support Services may request
to be applied in resolving certain issues. Server parameters are case sensitive and particular care should be
made in correct spelling and valid values when adding or modifying server parameters.

Intel Hardware Application Note 56 of 74 ©2005 Interactive Intelligence, Inc.

6.6.1 Vendor Support
The install should create a server parameter named, "Vendor Support" with a value of "dialogic". This is
required for Telephony Services to run an Intel – TDM related configuration.

6.6.2 Play Digits No Conference

By default Telephony Services uses a conference resource in addition to a voice resource to support the Client
Dial Pad Digit Dial feature. In some configurations the use of the conference (and its audio altering
algorithms) may degrade the quality of the DTMF produced. To resolve this issue this global server parameter
can be used to eliminate the need for conference resources in this scenario. The DTMF produced is 100ms in
length (unless “Play Digits Tone Specifications” is also being used) and dialed at a level of -12dB for the first
of the dual tones and -10dB for the second.

Configuration: Dynamic (no restart needed)

Values: true or yes
Default: 0 (off \ false)

6.6.3 Play Digits Tone Specifications

By default Telephony Services uses DTMF tones of 100ms in duration with 50ms off time between tones at
vendor specific levels. In some circumstances it may be necessary to adjust the duration on or off time so that
the receiving system can correctly detect different tones. This can be accomplished using this server
parameter. This parameter will apply to all DTMF played using the Play Digits toolstep.

Configuration: Dynamic (no restart needed)

Values: X:Y, where X=on time (ms) and Y=off time (ms)
Default: 100:50

6.6.4 EC Convergence Period

This parameter alters the initial amount of data presented on an echo cancelled audio stream. This parameter
sets a data internal period that is ignored at the beginning of each echo cancellation (ASR) session. The
ignored time period is equal to the parameter value divided by 512 and multiplied by 125ms. That is, 512
bytes is equal to 125ms if audio.

Configuration: Dynamic (no restart needed)

Values: Greater than zero (0)
Default: 0

7 General Configurations

7.1 Telephony Call Attributes

The Telephony Services subsystem uses call attributes to provide call detail information that is not made
available by the telephony tool’s output parameters. This section provides an overview of the attributes that
made be available during call processing. Call attributes are retrieved in the handlers using the “Get Attribute”
toolstep and are set using the “Set Attribute” toolstep. When using attributes in this manner understand that
the following items affect the availability of an attribute at any give time:
1. Call Direction (Inbound or Outbound)
2. Call State (Alerting, Proceeding, Connected, ect.)
3. Call Protocol (ISDN, Robbed-bit, ect.)

7.1.1 Eic_AdviceOfChargeEnd
This attribute provides the advice of charge (AOC) information provided in a facility information element
during the call. The value is represented in integer form in unit value.

Intel Hardware Application Note 57 of 74 ©2005 Interactive Intelligence, Inc.

7.1.2 Eic_BearerTransferCapability
This attribute provides the call’s Bearer Transfer Capability as provided in the Bearer Information Element on
an inbound call. The value is represented in integer form as described in the protocol’s specification

7.1.3 Eic_CallingPnNumberDigits
This attribute provides the call’s number digits as provided in the Calling Party Information Element.

7.1.4 Eic_CallingPnNumberingPlan
This attribute provides the call’s calling number plan as provided in the Calling Party Information Element on
an inbound call. The value is represented in integer form as described in the protocol’s specification

7.1.5 Eic_CallingPnScreeningInd
This attribute provides the call’s presented screening indicator value if available. The value is represented in
integer form as described in the protocol’s specification

7.1.6 Eic_CallingPnTypeOfNumber
This attribute provides the call’s calling number type as provided in the Calling Party Information Element on
an inbound call. The value is represented in integer form as described in the protocol’s specification

7.1.7 Eic_ConnectDurationTime
An integer value representing the actual connection time for an inbound or outbound call. A call’s true connect
time is determined by calculating the duration from a protocol connect to a protocol disconnect. This value is
represented in seconds.

7.1.8 Eic_ConnectedNumberIe
This attribute provides the call’s connected number as received from the connecting end if the value is
available. The connected number is often presented after the call setup and may not be available until
connection occurs.

7.1.9 Eic_ConnectEvtTime
This attribute provides a date and time of a call’s true protocol connection event. The value is provided in the
format of date followed by time: “04/11/2005 12:32:55”.

7.1.10 Eic_FacilityDisplay
This attribute provides the display information provided in a facility information element during the call.

7.1.11 Eic_IsdnCauseValue
An integer value representing a call’s interpreted ISDN disconnect cause code value. This value is provided by
the vendor implementation and interpreted by Telephony Services. Though in most cases the provided value is
the same as those described in the protocol’s specification, there may be occasions where there is a variance.
For such occasions the Eic_IsdnRawCauseValue may be used.

7.1.12 Eic_OriginalCalledName
This attribute provides the call’s original called name as provided with the presented diverting information.

7.1.13 Eic_OriginalCalledNumber
This attribute provides the call’s original called number as provided with the presented diverting information.

Intel Hardware Application Note 58 of 74 ©2005 Interactive Intelligence, Inc.

7.1.14 Eic_PresentationIndicator
This attribute provides the call’s presentation indicator value if available. The value is represented in integer
form as described in the protocol’s specification.

7.1.15 Eic_ReasonForCall
This attribute provides the call’s redirection reason if available. The value is represented in integer form as
described in the protocol’s specification.

7.1.16 Eic_ReasonForCallString
A string description of the integer redirection reason provided for the call.

7.1.17 Eic_RedirectingTn
This attribute provides the call’s redirecting number as received from the network. The redirecting number is a
representation of the “from” field of the redirecting information element.

7.2 Channel Bank Integrations

Intel hardware based IC system with digital T1 or E1 spans may be integrated with channel banks to provide
the server with station support. To complete a channel bank integration two configurations are required. First,
the Intel system must be configured for the appropriate protocol (section 7.1 for T1 and section 7.2 for E1).
Second, the IC system must be configured for an appropriate channel bank interface and lines (using the
Interface Configuration Wizard).
Use the following steps to complete the first phase of this integration:
1. In the Dialogic/data directory, copy the SPANDTI.PRM file to a new file called SPANDTICB.PRM. Note:
It is very important that both files remain in this directory.
2. Using a text editor (preferably Notepad), open the new file SPANDTICB.PRM.
3. Scroll down within the file to the header that reads “INITIAL SIGNALING INSERTION PATTERN” and
make the appropriate protocol configuration change; reference change 1 of section 7.1 for T1
integrations and section 7.2 for E1 integrations.
4. Scroll down within the file to the header that reads “RECEIVE WINK DEFINITION” and make the
appropriate protocol configuration change; reference change 2 section 7.1 for T1 integrations and
section 7.2 for E1 integrations.
5. After making the changes save the edited file and exit the text editor.
6. Stop all IC services. If not using automatic or semi-automatic mode then also stop the Dialogic
Services.
7. Open the Dialogic Configuration Manager (DCM).
8. Highlight and double click on the digital card that connects to the channel bank.
9. Click on the "Misc." tab.
10. Highlight the "ParameterFile" or "ParameterFile2" entry that is used for this digital span and click on it.
11. Type in the parameter file that was just created: "SPANDTICB.PRM".
12. Click the "Apply" button on the bottom line, then click the "OK" button.
13. If not using automatic or semi-automatic mode restart the Dialogic Services; then restart the IC
services.

7.2.1 T1 Configuration
Reference steps 3 and 4 of section 7.2, Channel Bank Integrations, for information concerning this section.
Change 1: Remove the semicolon preceding the “0008 00” text. Modify the value of this line of text to read
“0008 02”.
Before:
;--- INITIAL SIGNALING INSERTION PATTERN (Parameter type 08H)
;--- Defines what the default contents of the transmit signaling buffer

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 ;--- for all channels will be. The transmit signaling on a channel will
;--- reflect the contents of the transmit signaling buffer for that
;--- channel when that channel is set to signaling insertion mode.
;--- The masks to set the corresponding signaling bits on are as follows:
;--- 01H = A signaling bit
;--- 02H = B signaling bit
;--- 04H = C signaling bit (E1 only)
;--- 08H = D signaling bit (E1 only)
;--- The default data value is:
;--- 00H for T1 (A and B bits = 0).
;--- 0BH for E1 (A, B and D bits = 1, C bit = 0) (Blocking).
;0008 00
After:
;--- INITIAL SIGNALING INSERTION PATTERN (Parameter type 08H)
;--- Defines what the default contents of the transmit signaling buffer
;--- for all channels will be. The transmit signaling on a channel will
;--- reflect the contents of the transmit signaling buffer for that
;--- channel when that channel is set to signaling insertion mode.
;--- The masks to set the corresponding signaling bits on are as follows:
;--- 01H = A signaling bit
;--- 02H = B signaling bit
;--- 04H = C signaling bit (E1 only)
;--- 08H = D signaling bit (E1 only)
;--- The default data value is:
;--- 00H for T1 (A and B bits = 0).
;--- 0BH for E1 (A, B and D bits = 1, C bit = 0) (Blocking).
0008 02

Change 2: Remove the semicolon preceding the “0005 11” text. Modify the value of this line of text to read
“0005 01”.
Before:
;--- RECEIVE WINK DEFINITION (Parameter type 05H)
;--- Defines which bit will be examined to detect a wink received from the
;--- network and the polarity of the transition to be considered a wink.
;--- One and only one bit may be defined.
;--- The data is broken up as follows:
;--- Lower nibble:
;--- 01H = detect wink on A bit
;--- 02H = detect wink on B bit
;--- 04H = detect wink on C bit (E1 only)
;--- 08H = detect wink on D bit (E1 only)
;--- Upper nibble:
;--- 10H = positive polarity (off-on followed by on-off
;--- transition)
;--- 00H = negative polarity (on-off followed by off-on
;--- transition)
;--- The default data value is:
;--- 11H for T1 (detect wink with positive polarity on A bit).
;--- 01H for E1 (detect wink with negative polarity on A bit).
;0005 11
After:
;--- RECEIVE WINK DEFINITION (Parameter type 05H)
;--- Defines which bit will be examined to detect a wink received from the
;--- network and the polarity of the transition to be considered a wink.
;--- One and only one bit may be defined.
;--- The data is broken up as follows:

Intel Hardware Application Note 60 of 74 ©2005 Interactive Intelligence, Inc.

 ;--- Lower nibble:
;--- 01H = detect wink on A bit
;--- 02H = detect wink on B bit
;--- 04H = detect wink on C bit (E1 only)
;--- 08H = detect wink on D bit (E1 only)
;--- Upper nibble:
;--- 10H = positive polarity (off-on followed by on-off
;--- transition)
;--- 00H = negative polarity (on-off followed by off-on
;--- transition)
;--- The default data value is:
;---11H for T1 (detect wink with positive polarity on A bit).
;---01H for E1 (detect wink with negative polarity on A bit).
0005 01

7.2.2 E1 Configuration
Reference steps 3 and 4 of section 7.2, Channel Bank Integrations, for information concerning this section.
Change 1: Remove the semicolon preceding the “0008 00” text. Modify the value of this line of text to read
“0008 0B”.
Before:
;--- INITIAL SIGNALING INSERTION PATTERN (Parameter type 08H)
;--- Defines what the default contents of the transmit signaling buffer
;--- for all channels will be. The transmit signaling on a channel will
;--- reflect the contents of the transmit signaling buffer for that
;--- channel when that channel is set to signaling insertion mode.
;--- The masks to set the corresponding signaling bits on are as follows:
;--- 01H = A signaling bit
;--- 02H = B signaling bit
;--- 04H = C signaling bit (E1 only)
;--- 08H = D signaling bit (E1 only)
;--- The default data value is:
;--- 00H for T1 (A and B bits = 0).
;--- 0BH for E1 (A, B and D bits = 1, C bit = 0) (Blocking).
;0008 00
After:
;--- INITIAL SIGNALING INSERTION PATTERN (Parameter type 08H)
;--- Defines what the default contents of the transmit signaling buffer
;--- for all channels will be. The transmit signaling on a channel will
;--- reflect the contents of the transmit signaling buffer for that
;--- channel when that channel is set to signaling insertion mode.
;--- The masks to set the corresponding signaling bits on are as follows:
;--- 01H = A signaling bit
;--- 02H = B signaling bit
;--- 04H = C signaling bit (E1 only)
;--- 08H = D signaling bit (E1 only)
;--- The default data value is:
;--- 00H for T1 (A and B bits = 0).
;--- 0BH for E1 (A, B and D bits = 1, C bit = 0) (Blocking).
0008 0B

Change 2: Remove the semicolon preceding the “0005 11” text. Modify the value of this line of text to read
“0005 01”.
Before:
;--- RECEIVE WINK DEFINITION (Parameter type 05H)
;--- Defines which bit will be examined to detect a wink received from the

Intel Hardware Application Note 61 of 74 ©2005 Interactive Intelligence, Inc.

 ;--- network and the polarity of the transition to be considered a wink.
;--- One and only one bit may be defined.
;--- The data is broken up as follows:
;--- Lower nibble:
;--- 01H = detect wink on A bit
;--- 02H = detect wink on B bit
;--- 04H = detect wink on C bit (E1 only)
;--- 08H = detect wink on D bit (E1 only)
;--- Upper nibble:
;--- 10H = positive polarity (off-on followed by on-off
;--- transition)
;--- 00H = negative polarity (on-off followed by off-on
;--- transition)
;--- The default data value is:
;--- 11H for T1 (detect wink with positive polarity on A bit).
;--- 01H for E1 (detect wink with negative polarity on A bit).
;0005 11
After:
;--- RECEIVE WINK DEFINITION (Parameter type 05H)
;--- Defines which bit will be examined to detect a wink received from the
;--- network and the polarity of the transition to be considered a wink.
;--- One and only one bit may be defined.
;--- The data is broken up as follows:
;--- Lower nibble:
;--- 01H = detect wink on A bit
;--- 02H = detect wink on B bit
;--- 04H = detect wink on C bit (E1 only)
;--- 08H = detect wink on D bit (E1 only)
;--- Upper nibble:
;--- 10H = positive polarity (off-on followed by on-off
;--- transition)
;--- 00H = negative polarity (on-off followed by off-on
;--- transition)
;--- The default data value is:
;---11H for T1 (detect wink with positive polarity on A bit).
;---01H for E1 (detect wink with negative polarity on A bit).
0005 01

7.3 Putback \ Takeback Transfers

This section discusses the IC implementation options available as they concern call putback and takeback
functionalities. Such functionalities are protocol dependant and require moderate configurations to be made
active. Additionally, these functionalities must functional supported by provider or PBX integration, and its
implementation in protocol agreement with that provided by the IC system.

7.3.1 Handler Implementation

Call putback functionality is implemented in the handlers using the Extended Blind Transfer tool step. This tool
step provides an option “Use Putback (if available)” (Figure 7.3.1) which broadly implements putback
functionality on all capable span protocols and configurations. To enable to a putback change this option’s
value to true and publish the implementing handler. For further information concerning this option please
reference Interaction Designer Help topics.

Implementation Note:
The putback transfer request will be issued on the object identified in the Call Identifier field, and thusly will
be issued on that objects active line. Therefore, its line interface must be configured for transfer capabilities

Intel Hardware Application Note 62 of 74 ©2005 Interactive Intelligence, Inc.

(reference Sections 7.3.2.2). If the line is not putback capable, then the request will be issued using a
standard two line (bowing) transfer mechanism.

Figure 7.3.1 - Call Putback Options (Extended Blind Transfer)

7.3.2 Protocol Specific Support

The following chart defines the current IC support for putback and takeback transfer functionality. Please pay
careful attention to the details of the listed support, including the current release level and the protocol
specifications that define the specific implementation.
KEY:
A = Alpha (Unverified)
B = Beta (In the process of being implementation verified)
NS = Support Not Available, or Unsupported By Protocol
GA = Available in GA release
SU = Available in a subsequent service update release

SPECIFICATION IDS:

1. GR-2865-CORE Generic Requirements for ISDN PRI Two B-Channel Transfer

Putback Transfers

ISDN ISDN Wink Flash

PutbackTwo PutbackOne Transfer Transfer

CTR4
2.3 (A) NS NS NS
(EuroISDN)

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 5ESS 2.3 (A) NS NS NS

DPNSS 2.3 (A) NS NS NS

QSIG NS NS NS NS

NI2\1 2.3 HF (1) NS NS NS

*2.3 GA
E1 NS NS *2.3 GA
(flash setting)

*2.3 GA
T1 NS NS *2.3 GA
(flash setting)

Analog NS NS NS *2.3 GA

* T1\E1 wink and flash transfer support are only available on JCT series hardware. IC
running DM3 hardware does not currently support these functionalities on non-ISDN
protocols.

Takeback Transfers

TBCT \ RLT TBCT \ RLT Wink Transfer Flash Transfer

(TakebackTwo) (TakebackTwo) (TakebackOne) (TakebackOne)

ETS300 NS NS NS NS

5ESS NS NS NS NS

DPNSS NS NS NS NS

QSIG NS NS NS NS

NI2\1 NS NS NS NS

E1 NS NS *2.3 GA NS

T1 NS NS *2.3 GA NS

Analog N\A N\A N\A *2.3 GA

* T1\E1 wink and flash transfer support are only available on JCT series hardware. IC running DM3
hardware does not currently support these functionalities on non-ISDN protocols.

7.3.3 ISDN-Based Transfers

This section discusses configuration requirements to support specific ISDN based transfers such as release link
transfer (RLT), two b-channel transfer (TBCT), and other ISDN transfers. The behavior of such transfer

Intel Hardware Application Note 64 of 74 ©2005 Interactive Intelligence, Inc.

functionality is specific to the protocol’s defined specifications. In general, it provides the ability to designate
the transfer of a connected call with that of a call in progress, or a new call to be placed, using resources
external to the current lines (ie. off the local PBX or IC system). This provides the ability to transfer two calls
together, that no longer require IC involvement, without maintaining two connected lines (bowing).

7.3.3.1 Supported Configuration Notes

Please reference section 7.3.2 for details concerning the supported ISDN-based protocols for transfer
functionality. Transfer capabilities vary with each protocol along with the level of support provided by IC. Also,
take note of the listed stage of implementation. ISDN based transfer capabilities are available for certain
protocols in either alpha or beta stages.

7.3.3.2 Configuration
To enable transfer functionality on a particular ISDN interface select the “Enable Call Putback” option box on
the interface’s ISDN PRI Configuration page in Interaction Administrator. Note that the subsequent selector
box will not have any options and should be left empty or blank. Reference Figure 7.3.3.2.1.

Figure 7.3.3.2.1 – ISDN Interface Configuration Page (Putback Enabled)

7.3.4 Wink-based Transfers

This section discusses configuration requirements to support various wink based transfer mechanisms. Such
transfers are used to integrate third party IVRs to IC, and integrate IC as a UM or IVR system to other PBX's,
in addition to allowing for release like transfers. IC can generate a wink to a PBX or network in order for the
PBX/network to behave as stated above, in which IC behaves as the IVR. Additionally, IC is able to receive
winks and allow for customer handling of the call using the wink initiator.
Implementation Note: Transfer capabilities based on wink and flash transitions are highly dependant on the
characteristics of those events. Particular attention should be paid to the integrations expectations for bit state
changes (A, B, C, and D) as well as wink durations.

7.4 Dialstring Configuration

On an IC system the dialstring can be used to specify particular call information elements that should be used
to setup an outbound call. This is most commonly used on ISDN spans to provide additional information to a
CO or PBX concerning the placed call. This section details what configurations are available for outbound calls
and their configuration points.

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7.4.1 Syntax
Note: In IC versions before 2.4 a secondary syntax in the form of a sequence offset by the ‘!’ character was
permitted to specify certain call information. This method has been deprecated in favor of the syntax specified
in this section.
To specify call information on the dialstring use the ‘!’ character followed by a sequence of names and values
(reference the names and values section) encapsulated in braces { }. A dialstring may contain multiple name
and value pairs either by delimiting them within a group or by sequencing multiple groups together. It is
common to use the second method (example 1) when the string is being set by handler logic which builds the
dialstring on a per call basis.
Currently the dialstring configuration only has options for ISDN protocols. However, to provide the ability for
future dialstring configuration support on multiple protocols each group must specify a protocol identifier. For
ISDN protocols this is accomplished using “isdn:” syntax as noted in this description:
Formal description
<Phone Number>!{isdn:<name>=<value>;<name>=<value>}!{…}
Example dialstrings
Example1: 5551212!{isdn:presentationInd=1}!{isdn:screeningInd=1}
Example2: 5551212!{isdn:presentationInd=1;screeningInd=1}

7.4.2 Names and Values

This section provides a listing of the call information names that are accepted by the Telephony Services
subsystem. A description of the values accepted is also provided though the specific values are not.
Names
ScreeningInd – Screening Indicator - Integer
PresentationInd – Presentation Indicator – Integer
BearerTransferCap – Bearer Element: Transfer Capabilities (Octet 3) - Integer
CallingNumberPlan – Calling Numbering Plan (origination) - Integer
CallingNumberType – Calling Numbering Type (origination) - Integer
CalledNumberPlan – Called Numbering Plan (destination) - Integer
CalledNumberType – Called Numbering Type (destination) – Integer
CallingPartyName – Calling Name (Display Name) – String
Format – Format of Calling Name – Values: ‘Nortel’ or ‘Q931’
Values
For names not listed below, the values accepted for the ISDN call information names specified above are their
integer based values as listed in their respective specifications. Please reference the appropriate protocol
specification for all valid values.
The values of the following call information names do not follow any formal specification; therefore their
values are listed below:
Format – Values: ‘Nortel’ or ‘Q931’

7.4.3 Configuration Points

There are two places within an IC system where the dialstring may be configured. This section briefly
describes each of these configuration points and their usage.
Phone Number Configuration
The phone number configuration is available in Interaction Administrator (under the System Configuration
container). The dialplan is used to automatically modify input dialstrings to the desired string to be dialed. Call
information may be configured in the dialplan to convert specific phone number input classifications to a
dialstring that uses the call information. To do so use the syntax as described in this section. Please reference
Interaction Administrator Dialplan help topics for further information concerning the configuration of a
dialplan.
Handler
The call information syntax can be applied to any dialstring used by a tool that accepts a dialstring as an input
parameter. This modification can be hardcoded in the handler so that it is applied the same for every call. Or,

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logic can be built into the handler to only append the group syntax if certain conditions are met. When doing
the later, it is recommended that the syntax as shown in example 1 be used.

8 Protocol Support
This section lists the protocols supported on the various Intel Dialogic boards, along with some additional
detail about specific protocol features that are supported.

8.1 ISDN Protocol Support

The following sections (8.1.1 and 8.1.2) show the supported Intel protocols.
• Protocol describes the protocol as named in the DCM.
• Description provides a common language description of the specific protocol.
• Network Type whether the protocol is T1 or E1.
• User / Network Side indicates whether the protocol support is available for user, network, or both
user and network sides.

8.1.1 Springware
The following table lists the ISDN protocols available for use with Intel/Dialogic SpringWare boards. This
includes all ISA digital trunk boards, all PCI JCT-series digital trunks boards, plus the D/300-1E1-PCI.
Protocol Description Network User/Network Side
Type

4ESS AT&T 4ESS custom switch T1 User

TR41449/TR41459

5ESS AT&T 5ESS custom switch 505-900-322 T1 User

NT1 T1 Network Emulation TR41449/TR41459 T1 Network

NI2 National ISDN-2 Bellcore Special Report T1 User

SR-NWT-002343

DMS Northern Telecom custom switch A211-1, T1 User

A211-

NTT Japanese National ISDN INS-Net 1500 T1 User

VN French National ISDN VN3 E1 User

VNNT French National ISDN VN3 E1 Network

CTR4 EURO-ISDN ETSI300-102 E1 User

NE1 EURO-ISDN ETSI300-102 E1 Network

ETU EURO-ISDN ETSI300-102 E1 User

ETN EURO-ISDN ETSI300-102 E1 Network

DASS2 British National ISDN BTNR-190-1985 E1 User

TPH Australian National ISDN TS-0141 1990 E1 User

TPHNT Australian National ISDN TS-0141 1990 E1 Network

QTE Q.SIG ECMA-142/143 E1 User

QNT Q.SIG ECMA-142/143 E1 Network

QTU Q.SIG ECMA-142/143 for T1 T1 User

QTN Q.SIG ECMA-142/143 for T1 T1 Network

1TR6 German National ISDN E1 User

DPNSS* E1 A and B side, select through

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 Protocol Description Network User/Network Side
Type
parameter 0024 of parameter
file.

* DPNSS is not supported on JCT-series boards.

8.1.2 DM3
The table below lists the ISDN protocols available for use with Intel/Dialogic DM3 boards on IC 2.3 and Intel
release SR 5.1.1 Feature Pack 1 (plus required Service Update level).
Note: DM3 A-Series trunk boards (both dual and quad span) are limited to a single protocol. That is, one
cannot mix different ISDN protocols, or ISDN and CAS protocols, on a physical board.
Protocol Description Network User/Network Side
Type

4ESS AT&T 4ESS custom switch TR41449/TR41459 T1 Both*

5ESS AT&T 5ESS custom switch 505-900-322 T1 Both*

DMS Nortel DMS-100 and DMS-250 (NIS-A211-1 and T1 Both*

NIS-A211-4)

NET5 EURO-ISDN ETSI300-102 E1 Both*

NI2 National ISDN-2 Bellcore Special Report T1 Both*

SR-NWT-002343

NTT Japanese National ISDN INS-Net 1500 T1 Both*

QSIG E1 Both*
Q.SIG ECMA-142/143
(E1)

QSIG T1 Both*
Q.SIG ECMA-142/143
(T1)

* A modified FCD file is required to use network side protocols. Please contact ININ Support for this.

8.1.3 ISDN Feature Matrix

This section provides a matrix of ISDN features and their availability across the multiple ISDN based protocols.
Features listed as supported in this matrix often require additional configurations. Please reference the
protocol’s implementation section (8.1.4) for further information on any particular feature. Additionally, the
majority of these features require that the provider or PBX also support the feature; therefore proper
verifications must be made with all points of feature integration.
Note: If a feature is not listed here then it may not be supported. To verify such a finding, please contact
Interactive Intelligence Support and request information concerning the feature. If the feature is not
supported Support Services may recommend the feature enhancement process.

ISDN Matrix Classification Key:

NA – Not Applicable To Protocol
NS – Not Supported by IC Intel Platform
S – Supported by IC Intel Platform. If support was added in a software upgrade then a software release
number may also be provided here. Feature represents both send (value population) and receive capabilities
unless noted.

ISDN Matrix Software Support Key

A – Alpha, this designation indicates that the integration of the feature is in its Alpha stage of IC software
integration. Typically this means that the feature has been implemented though has completed test
verification. Vendor updates or further software changes may be necessary before correct functionality is
achieved.

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B – Beta, this designation indicates that the integration of the feature is in its Beta stage of IC software
integration. Typically this means that the feature has been implemented in a live environment though has not
yet been verified as GA. Vendor updates or further software changes may be necessary before correct
functionality is achieved.

ISDN Matrix Numerical Indicator Key

A numerical value beside a feature listed as supported (S) provides a reference to the implementation’s
defining telephony specification. Refer to the following list of specifications for this value:
Protocol Specification References are not currently available.

ISDN Matrix Terminology

GFP – Generic Functional Procedures, which are a series of processes, intended to provide various types of
functionalities through FACILITY messaging.
Hardware – Defines Intel Dialogic Hardware technology that supports the feature.
Spring – Springware support only.
DM3 – DM3 support only.
Both – Supported by both Springware and DM3 hardware.

5ESS NI2 ETS300 Q.SIG DPNSS DMS100 Hardware

Feature 4ESS (CTR4)

Bearer Transfer S S S S S S Both

Capability Bits (SETUP)

Screening Indicator S S S S S S Both

Presentation Indicator S S S S S S Both
Calling \ Called Party S S S NA NA S Both
Type

Calling \ Called Party S S S NA NA S Both

Plan

Calling Name – Display S S S S S S Both

IE

Calling Name – GFP S S S S S S Both

(receive only)

Calling Name – Facility IE S S S S S S Both

(receive only)

Connected Name – GFP NA NA NS NS NS NA --

Network Specific Facility S S NA NA NA NA Both
(NSF)

Redirecting Number IE S S S S S S Both

(receive only)

ISDN-Based Transfers Reference Section 7.3.3

1 – Support Introduced with 2.3.1 HF2626.
2 – Note: DPNSS is not supported on JCT cards.

Intel Hardware Application Note 69 of 74 ©2005 Interactive Intelligence, Inc.

8.1.4 Protocol Specific Configurations

8.1.4.1 Host Controlled Release (HCR)

SpringWare ISDN supports a feature known as Host Controlled Release (HCR) which controls when the ISDN
firmware sends the RELEASE message. HCR is disabled by default. This can lead to a situation where
Telephony Services thinks a PRI circuit is busy and the CO thinks the PRI circuit is available. Because of this,
Interactive does not support running with Host Controlled Release disabled. Beginning with IC 2.3, Telephony
Services (TsServer.exe) will not start if the ISDN protocols selected in DCM are not configured with HCR
enabled. Follow these instructions to enable HCR for each ISDN protocol in use:
1. Determine the PRI protocol that is configured on the Interface tab for each digital board configured for
ISDN, e.g. 4ESS, 5ESS, NI2, DMS, CTR4, QSIG, etc.
2. Locate the parameter file for each ISDN protocol. The files can be found in the Dialogic\Data directory
and are name protocol.prm, where protocol corresponds to the ISDN protocol, e.g. 5ESS.prm,
NI2.prm.
3. Open the file in Notepad or other text editor and locate the section shown below.
;--- ISDN feature list
;--- this parameter uses bit masks
;
;--- 01H = Layer 2 access active (default = inactive)
;--- 02H = Enable Double Call Feature
;--- 04H = not used
;--- 08H = Enable Overlap Sending Feature
;--- 10H = Enable Host Controlled Release
;--- 20H = not used
;--- 40H = not used
;--- 80H = not used
;
;--- The default value is 00H.
;0024 01
4. Change the last line from ;0024 01 to 0024 10. This section should now appear as follows (note the
deletion of the semi-colon as well as the change to the numeral value):
;--- ISDN feature list
;--- this parameter uses bit masks
;
;--- 01H = Layer 2 access active (default = inactive)
;--- 02H = Enable Double Call Feature
;--- 04H = not used
;--- 08H = Enable Overlap Sending Feature
;--- 10H = Enable Host Controlled Release
;--- 20H = not used
;--- 40H = not used
;--- 80H = not used
;
;--- The default value is 00H.
0024 10

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 5. Save the file.
6. Repeat steps 1 through 5 for each ISDN protocol in use.
7. Perform a cold boot of the system. Host Controlled Release is now enabled.

8.2 R1/R2 Protocol Support

The following section (8.2.1) describes the supported Intel protocols.
• Protocol describes the protocol as named in the DCM.
• Intel Protocol Type defines the Intel Dialogic technology which is used support the specified protocol.
The two possible options for this field are PDK and ICAPI.

8.2.1 Supported Protocols

The table below lists the supported R1 and R2 protocols. Version 4.2 of the GlobalCall Protocols Package is
required.
Protocol Intel Protocol Type

Argentina R2 Bidirectional PDK

Brazil R2 Bidirectional PDK

Belgium R2 Bidirectional PDK

Chile R2 Bidirectional PDK

China R2 Bidirectional PDK

Colombia R2 Bidirectional PDK

Ecuador R2 Bidirectional PDK

Korea R2 Bidirectional PDK

Mexico R2 Bidirectional PDK

Philippines R2 Bidirectional PDK

Poland R2 Inbound ICAPI

Poland R2 Outbound ICAPI

Singapore R2 Bidirectional PDK

South Africa R2 Bidirectional PDK

Turkey R1 One-bit ICAPI

Bidirectional

Turkey R1 Two-bits ICAPI

Bidirectional

Venezuela R2 Bidirectional PDK

8.2.2 Configuration
Configuration of a R2 PDK or ICAPI protocol on an IC system is a three step process. This section provides an
outline of the three required steps. It is important to note that R2 protocols vary greatly and each specific
implementation may have subtle configuration differences. Such differences are usually accounted for in step
one when configuring the country dependant protocol. The following three steps should be followed to
configure an R2 interface:

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 1. Country Dependant Protocol Settings (8.2.2.1) – optional
2. DCM Firmware Configuration (8.2.2.2)
3. Interaction Administrator Interface Configuration (8.2.2.3)

8.2.2.1 Country Dependant Protocol Settings

The country dependant protocol configuration is used to provide the specifics of a protocol’s implementation.
Parameters that may require modification include (though not limited to) ANI and DNIS digits counts and
timeouts as well as wink durations. This information is provided in the country’s protocol configuration file
(CDP) which is then loaded by Telephony Services during initialization. Changes to these files should be made
with extreme caution and a backup of the original file should always be maintained. Contact Interactive
Intelligence Support Services for details on making such changes.

8.2.2.2 DCM Firmware Configuration

In order to run the proper firmware parameters for the protocol it is necessary to configure the protocol’s
parameter file in the DCM. This setting is made on the “Misc” tab of the properties page of the desired device.
Under this tab there is a parameter file setting for each available span resource on the card, noted as
“ParameterFileX” where X is the local span identifier. For each parameter the appropriate R2 parameter file
should be added as its value. For example, to run a 30 channel Argentina protocol the value of “ar_300.prm”
would be entered for each parameter file. Available parameter files are located in the Dialogic data directory.

8.2.2.3 Interaction Administrator Interface Configuration

The final step is to configure a R2 PDK or ICAPI protocol for the interface’s protocol type in Interaction
Administrator. The available protocols are provided by the “signaling protocol” list on the “E-1 Trunk
Configuration” tab of an E-1 Trunk interface configuration page in Interaction Administrator.

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9 Information Gathering for Trouble Shooting
This section explains what items are needed by Interactive Intelligence support to diagnose problems with
your Intel Hardware IC Server. Descriptions and use instructions for the utilities used in gathering this
information is also provided.

9.1 Information Check List

The list below is a summary of what is generally needed to troubleshoot Intel Hardware IC Server problems.
Sysinfo
RTF logging
Cheetah logging
f/w dumps
dm3stderr, deubgview

9.2 Call Analysis Related Issues

There are multiple reasons why call analysis may not initially achieve the desired result. It is first best to
understand exactly what is expected of the call analysis system. In doing so, it is important to remember that
call analysis results are not 100% accurate will vary depending on integration conditions such as
configuration, call scenario, and call lists. This section provides a checklist of points related to call analysis, a
set of possible cause and affect scenarios, and a check list of information that should be provided for a call
analysis support incident.

9.2.1 Call Analysis Review Points

• Verify Correct System Clocking Configuration
• Review interface Connect on Proceeding and Connect on Progressing settings. Since call analysis starts
on an IC connection these configurations will generally define when call analysis begins on a call.
• Verify that the call generating source (tool step or client) has call analysis settings set as expected.
• Get an idea of the accuracy percentages the customer is reporting. For example, are they indicating
call analysis result accuracy of only 45% or 89%? Intel only advertises around an 85% accuracy on
answering machine detection (PAMD) and around a 98% accuracy on live voice detection (PVD).
• Check KB article Q109206266300046 to make sure the server parameters in this article match the
customer server. If not, make this change and monitor the server for a few days.
Note: For DM3 boards the corresponding settings are in the DM3 boards’ .config file and are set
correctly as the default values in SU 30 and beyond. If any changes to the parameters are to be made
it requires a change to the DM3 boards .config file and requires fcdgen be run.

9.2.2 Cause and Effect Relationships

9.2.2.1 False Cadence Break

Cause: There is an Intel firmware issue (PTR 33338) where a call analysis connect due to cadence break is
erroneously returned. Telephony Services treats cadence breaks as a voice connect.
Effect: This will result in reportedly poor machine detection, SIT, and fax detection rates which causes many
such calls to be passed to agents. A workaround to this problem is to enable the server parameter “Analysis
Maximum InterRing Connect” (reference section 6.5.2) and set the value to 16000. This problem only affects
SpringWare boards.

9.2.2.2 Long gaps of Silence in Answering Machine Messages

Cause: Intel’s voice/machine detection algorithm uses many data points which are measured throughout the
analysis process. One of these data points is the length of the initial greeting and the length of any silence
that follows the initial greeting. Using the server parameters and values mentioned in KB article
Q109206266300046, call analysis will be looking for approximately 360 ms of silence after the initial greeting.

Intel Hardware Application Note 73 of 74 ©2005 Interactive Intelligence, Inc.

If the length of the initial greeting is less than approximately 1900ms and the silence that follows is greater
than 360ms then call analysis will return a voice connect
Effect: Answering machine greetings that have a short “hello” (or similar short greeting) followed by a long
gap of silence that exceeds 360 may have an incorrect positive voice detection result. A method of dealing
with this is to change the value of the server parameter “PAMD MaxSilence” to 45. This raises the threshold
of silence allowed from 360 ms to 540 ms. A side effect of making this change is that the time to make a
positive live voice detection will increase due to the algorithm’s need to wait the “PAMD MaxSilence” time after
the “hello” before returning voice detection.

9.2.3 Support Incident Information Check list

• Clear description of the calls that are not returning results as expected – and an explanation as to why
those results should be categorized otherwise.
• Call IDs for calls that have encountered this unexpected call analysis result.
• Diagnostic recordings to match the provided call IDs (as many as possible). The more recordings that
can be gathered and analyzed increases the likelihood of matching the pattern of failure.
• Telephony Services (TsServer.vwrlog) logs that correspond to the call IDs and diagnostic recordings
provided.

10 Procedures for Trouble Shooting

This section provides recommended trouble-shooting procedures for some of the more common issues that
can occur on IC Services. If a problem is encountered that sounds similar to a problem outlined in this section
it is recommended that the solution procedures be attempted to bring resolve to the issue before contacting
Interactive Intelligence support services.
Note: Procedures outlined in this section should not be done attempted in a blind hope of fixing issues. The
encountered problem should be reasonably similar to that describe as a known issue. Running a procedure in
an attempt to resolve an unrelated problem may further complicate the existing problem.

11 Frequently Asked Questions (FAQs)

12 Appendix A – Extended Release Notes

13 Bibliography
[IntelSR511FP1ICG] Intel Converged Communications, Parsippany, NJ. Intel® Dialogic® System Release
Version 5.1.1 Feature Pack 1 on PCI and CompactPCI for Microsoft* Windows NT/2000/XP on Intel®
Architecture Installation and Configuration Guide, 2003.

14 Index

Intel Hardware Application Note 74 of 74 ©2005 Interactive Intelligence, Inc.