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CTITest Utility Program (Release 4.6)

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CTITest Utility Program

Table Of Contents

CTITest Utility Program

CTITest Overview

CTITest Directory Setup

Creating a Shortcut

Starting CTITest

CTITest Configuration

Configuring the Agent

Opening and Closing the CTI Server Connection

CTITest Command Set

Scenario Examples

Agent Login

Agent Logout

Ready to Accept Calls

Making a Call

Answering a Call

Clearing a Call

Event Capture Facility

Displaying Captured Events: DispCTI

Sample Output from DispCTI

dumplog


CTITest Utility Program


This chapter describes the CTITest utility program, and the associated utility programs DispCTI and dumplog. It includes:

An overview of CTITest

Instructions on how to set up CTITest

Configuration information

The CTITest command set

Scenario examples

Capturing and displaying events (DispCTI)

Using dumplog to view server information

CTITest Overview

CTITest is a utility program that can be used in place of an interactive CTI client for debugging or demonstration purposes.

CTITest is a console program that runs in a window and displays CTI events to the screen. Depending on how CTITest is configured, it attaches to the CTI Server via a socket connection and then displays either all the events that are occurring on the switch (simulating a CTI Bridge client application) or only the events which pertain to a single desk top (simulating an agent workstation client application).

CTITest shows you every event that your integrating application receives. If CTITest has the same configuration that your application does, then the expected events and switch behavior will be seen in the CTITest program.

The CTITest program can be found in the tools directory of the Cisco CTI CD.

CTITest Directory Setup

We recommend that you make a new directory for just the CTITest program and trace DLL:


Step 1 Make a new directory. Give it any name you like; for example, c:\program files\geotel\cti desktop\ctitester.

Step 2 Copy the CTITest.exe program from the CD into the newly created \ctitester directory.

Step 3 Copy the icrmsgs.dll library from the CD into the \ctitester directory.


Creating a Shortcut

You may find it helpful to create a shortcut. This allows you to easily start up the application and have a standard working directory that all your capture files will go to.

To create a shortcut:


Step 1 Right-click CTITest.exe and select Create Shortcut. This creates the shortcut.

Step 2 Drag-and-drop the shortcut to wherever you want it; for example, to your desktop.

Step 3 Change the name of the shortcut, if you wish.

Step 4 Right-click the shortcut icon and select Properties.

Step 5 Select the Shortcut tab.

Step 6 The Target field contains the complete path of your file. If you intend to have more than one version of CTITest, include a profile name, so as to retain a particular configuration for each of the versions. (If you are just using one version of CTITest, no profile name is necessary, since the most recent configuration of CTITest will automatically be preserved.) Assuming our example path, and that you want to use all as the profile name, the Target field entry should be: c:\program files\geotel\cti desktop\ctitester\ctitest.exe /p all

Step 7 Click OK.


Starting CTITest

No command line arguments are required to start CTITest. You can double-click the shortcut you created in the preceding section to start the application.

The screen that appears will look something like the following.

Figure 5-1 CTITest Initial Screen

To increase the height or width of the screen buffer:


Step 1 Right-click the icon in the upper-left corner of the title bar (to the left of BobC in Figure 5-1).

Step 2 Select Properties.

Step 3 Select the Layout tab.

Step 4 Edit the height and width of the screen buffer size as you wish. (An initial value of 9999 for the height is reasonable.)

Step 5 Click OK.

Step 6 Check the Modify shortcut option if you want to permanently change the size of the screen buffer; check the current window option if you only want to change the size for the current session.

Step 7 Click OK.


CTITest Configuration

There are basically only a handful of items that need to be configured. These configurations are retained in the registry so that this configuration setup need only be performed once. The next time that CTITest is started, the profile defaults to the last used settings.


Step 1 You need to configure the IP address and port number of the CTI Server by using the following command:

config /hostA ctiserver_hostname /portA ctiserver_portnumber

Example:

config /hostA CiscoHost /portA 42027

You should see a change on the CONFIG line immediately.

If you are using CTISim on your computer, rather than using a real CTI Server, you would enter:

config /hostA localhost /portA 199

Step 2 Next you need to configure the service mode in which you will interact with the CTI Server. These modes are:

ALL_EVENTS service mode. All the events for all stations will be delivered to the CTITest application. This would be used for simulating a CTI Bridge client.

CLIENT_EVENTS service mode. Only the events for a specific desktop station will be delivered to the CTITest application. This would be used for simulating an agent workstation client.

CALL_DATA_UPDATE service mode. Allows for data about the call to be sent to the CTITest program.

CLIENT_CONTROL service mode. Allows CTITest to control the state of the phone or the agent.

Typical CTI Bridge service configuration:

config /service ALL_EVENTS+CALL_DATA_UPDATE+ CLIENT_CONTROL

Typical desktop client service configuration:

config /service CLIENT_EVENTS+CALL_DATA_UPDATE+ CLIENT_CONTROL

Similarly you can, if you wish, configure the mask of call event messages desired and the mask of agent state events desired. The list of possible values can be obtained by typing help in place of the service or mask, for example:

config /callmask /help

Step 3 If you need to, you can change the CTI Server protocol version—discussed in the "CTI Server Protocol Versions" section. For example, to change to protocol version 3, enter:

config /version 3


Configuring the Agent

Next, if applicable, enter configuration information for a specific agent and telephone set. This is normally used with a client-mode CTI Bridge application.

Example:

agent /periph 1 /ext 23901 /id 23955 /instrument 23901

This profile will be retained within the registry.

Opening and Closing the CTI Server Connection

The open command performs a socket connection to the CTI Server and then issues the appropriate command to the CTI Server to establish messaging communication.

By default, CTITest repeatedly attempts to open a session until it either opens a session, or the close or quit command is given. CTITest automatically attempts to switch to the other side following a failure of the CTI Server.

When a session is opened, all messages received from the CTI Server are displayed on the screen. The messages can be tailored by using the display_calls and display_agents commands: long displays all message fields, short displays a one line subset of message fields, off displays no message.

CTITest Command Set

Some examples, using the following commands, are given in the "Scenario Examples" section.

Table 5-1 CTITest Command Set 

Command
Arguments

agent

[/periph N] [/ext N] [/id AGENTID] [/instrument N]

agent_login (login)

ID PASSWORD [/periph N] [/instrument N] [/reason N][/position N] [/supervisor N] [/autoIN] [/manualIN] [/skill N[.pri] [/skill N[.pri]] ...]

agent_logout (logout)

[/agentID ID] [/password PASSWORD] [/periph N] [/instrument N] [/reason N] [/skill N[.pri] [/skill N[.pri]] ...]

agent_not_ready (not_ready)

[/agentID ID] [/periph N] [/instrument N] [/reason N] [/skill N[.pri] [/skill N[.pri]] ...]

agent_ready (ready)

[/agentID ID] [/periph N] [/instrument N] [/reason N] [/autoIN] [/manualIN] [/skill N[.pri] [/skill N[.pri]] ...]

agent_work_ready (callwork)

[/agentID ID] [/periph N] [/instrument N] [/reason N] [/skill N[.pri] [/skill N[.pri]] ...]

alternate_call (switch)

[/periph N] [/active CALLID.DEVID] [/other CALLID.DEVID] [/stack ACTIVE OTHER]

answer_call (answer)

[/periph N] [/callid CALLID.DEVID] [/stack N] [/instrument N]

autoanswer

[/on] [/off]

autowrap

[/on] [/off]

callstack

[/on] [/off]

cancel_cmd_file

 

capture

[/file FILENAME] [/maxsize N] [/off]

clear_call (clear)

[/periph N] [/callid N.DEVID] [/stack N]

clear_connection (leave)

[/periph N] [/instrument N] [/callid N.DEVID] [/stack N]

client

[/id STRING] [/password STRING] [/signature STRING]

close

 

conference_call (conf)

[/periph N] [/active CALLID.DEVID] [/held CALLID.DEVID] [/stack ACTIVE HELD] [/blind DN] [/placement TYPE] [/manner TYPE] [/alertRings N] [/callopt TYPE] [/priority] [/postRoute] [/TG N] [/SG N] [/authorize CODE] [/account CODE] [keyword=VALUE ...]

config

[/hostA NAME] [/portA N] [/hostB NAME] [/portB N] [/version B] [/hb B] [/service MASK[+MASK]] [/callmask MASK[+MASK]] [/agentmask MASK[+MASK]]

consult_call (cc)

DN [/periph N] [/instrument N] [/callid N.DEVID] [/stack N] [/placement TYPE] [/manner TYPE] [/transfer] [/conference] [/alertRings N] [/callopt TYPE] [/priority] [/postRoute] [/TG N] [/SG N] [/authorize CODE] [/account CODE] [keyword=VALUE ...]

debug

[/[no]heartbeat][/[no]badmsgtype] [/[no]forcevalid] [/conndelay SECS][/maxHBloss N]

deflect_call (deflect)

DEST [/periph N] [/callid N.DEVID] [/stack N]

delete_profile

profileName

display_agents (da)

[/long] [/short] [/off]

display_calls (dc)

[/long] [/short] [/off]

display_info (di)

 

display_sessions (ds)

[/long] [/short] [/off]

echo

<STRING>

get_agent_state (state)

[/periph N] [/instrument N]

get_agent_stats (stats)

[/periph N] [/instrument N] [/ext STRING] [/id STRING]

get_skill_stats (sk_stats)

[/periph N] [/skill N] [/skillID N]

hold_call (hold)

[/periph N] [/callid N.DEVID] [/stack N]

link_status (status)

 

list_calls (lc)

[/long]

list_links (ll)

[/up] [/down]

list_monitors (lm)

 

list_profiles (lp)

 

list_sessions (ls)

[/all]

make_call (mc)

DN [/periph N] [/instrument N] [/placement TYPE] [/manner TYPE] [/alertRings N] [/callopt TYPE] [/priority] [/postRoute] [/TG N] [/SG N] [/authorize CODE] [/account CODE] [keyword=VALUE ...]

make_pred_call

DN [/periph N] [/origDeviceID N] [/origLineID N] [/placement TYPE] [/callopt TYPE] [/priority] [/allocState Type] [/destination COUNTRY] [/answerDetect MODE] [/answerDetectTime SECONDS] [/answerDetectCntrl1 N] [/answerDetectCntrl2 N] [/TG N] [/SG N] [/authorize CODE] [/account CODE] [keyword=VALUE ...]

monitor_change (monchange)

[/monitorID N] [/callmask MASK[+MASK]] [/agentmask MASK[+MASK]]

monitor_start (monstart)

[/periph N] [/call CALLID.DEVID] [/stack N] [/devid DEVID] [/callmask MASK[+MASK]] [/agentmask MASK[+MASK]]

monitor_stop (monstop)

[/monitorID N]

msleep

<MILLISECONDS>

open

[sessionCount]

ping

 

profile

[profileName]

query_device (device)

[/periph N] [/instrument N] [/dev | /addr | /agent]

quit

 

read

<FILENAME>

reconnect_call (reconnect)

[/periph N] [/active CALLID.DEVID] [/held CALLID.DEVID] [/stack ACTIVE HELD]

register_variables (rv)

[/callVarMask MASK] [/namedVar NAME] [/namedArray NAME]

release

[/periph N] [/callid N.DEVID] [/stack N]

report_event (report)

[/warning] [/error] [/object NAME] TEXT ...

reset

 

retrieve_call (retrieve)

[/periph N] [/callid N.DEVID] [/stack N]

send_DTMF (dtmf)

DTMFdigits [/periph N] [/callid N.DEVID] [/stack N]

session_monitor (snoop)

<ON/OFF> <SESSIONID>

set

[/periph N] [/callid N.DEVID] [/stack N] keyword=VALUE [keyword=VALUE ...]

snapshot_call (snapcall)

[/periph N] [/callid N.DEVID] [/stack N]

snapshot_device (snapdev)

[/periph N] [/instrument N]

sleep

<SECONDS>

sound

[/on] [/off]

start_link (start)

low_id [ - hi_id]

stop_link (stop)

[low_id [ - hi_id]]

timeout

[/open MS] [/heartbeat MS] [/other MS]

trace

[/agent] [/call] [/msgs] [/hb] [/debug] [/all] [/off]

transfer_call (transfer)

[/periph N] [/active CALLID.DEVID] [/held CALLID.DEVID] [/stack ACTIVE HELD] [/blind DN] [/placement TYPE] [/manner TYPE] [/alertRings N] [/callopt TYPE] [/priority] [/postRoute] [/TG N] [/SG N] [/authorize CODE] [/account CODE] [keyword=VALUE ...]

user_msg (send)

DISTRIBUTION [/clientID STRING] [/instrument N] [/ext STRING] [/id STRING] TEXT

wait_cmd_file

<FILENAME> [<COUNT>]

wait_session_closed

<TIMEOUT_SECONDS>

wait_session_open

<TIMEOUT_SECONDS>


Scenario Examples

The following examples would be typed into the CTITest application. The values assumed for the examples are:

Agent Id:

23851

Agent Password:

23852

Peripheral ID:

1

Telephone set:

23801


The general syntax for the examples is found in the "CTITest Command Set" section.

Agent Login

Example:

agent_login 23851 23852 /periph 1 /instrument 23801

or

login 23851 23852 /periph 1 /instrument 23801

Agent Logout

Example:

agent_logout /agentID 23851 /periph 1

or

logout /agentID 23851 /periph 1

Ready to Accept Calls

Example:

agent_ready /periph 1 /instrument 23801

or

ready /periph 1 /instrument 23801

Making a Call

Example:

Making a call to the phone 23802 from agent 23851 on set 23801.

make_call 23802 /periph 1 /instrument 23801

or

mc 23802 /periph 1 /instrument 23801

Answering a Call

Example:

The callid is available from the output typically in the CALL_DELIVERED_EVENT displayed when the call is begun.

answer_call /periph 1 /callid 487.23801

or

answer /periph 1 /callid 487.23801

Clearing a Call

Example:

clear_call /periph 1 /callid 487.23801

or

clear /periph 1 /callid 487.23801

Event Capture Facility

The CTITest program has a capture command that writes the messaging information to a file to be looked at later, or to be used to document behavior. The general syntax for capture is found in the "CTITest Command Set" section.

The CTITest program will write the file in the working directory ("start in") defined in the shortcut for the CTI program. The event capture file is in binary format that can be read by the DispCTI utility.

To turn on the capture facility, enter:

capture /file filename

To turn off the capture facility, enter:

capture /off

Displaying Captured Events: DispCTI

The DispCTI (Display CTI) program will convert binary event capture information and write it into human-readable ASCII text.


Note The DispCTI utility is only available when you have done a full ICM software/CTI Server installation. It is not available on the Cisco CTI CD.


In a command window, change to the directory where the capture file is located, then enter the following command if you want an output file:

dispcti capturefile_filename > output_filename

The DispCTI program writes to standard out. By redirecting the output to a file, you can use an editor to search or locate information within the file.

Sample Output from DispCTI

Example 5-1 DispCTI Release 2.5, Build 03035


09:46:33 Trace: Playback active from the start of file Example.cap
09:46:33 Trace: Capture session started at 12/31/1998 09:59:16:234
09:46:33 Trace: First message in playback was recorded at time 12/31/1997 09:59:19:158
ELAPSED_TIME  DELTA  ENTERPRISE_CTI_MESSAGE_CONTENTS
0:00:00.000   0.000  OPEN_REQ (InvokeID:0x5000000 VersionNumber:3
IdleTimeout:4294967295 PeripheralID:2 ServiceMask:0x7
CallMsgMask:0x7ffff AgentStateMask:0x3ff Reserved:0
Reserved:0 Reserved:0 ClientID:"Example"
ClientPassword:<0x> ClientSignature:"MyWorkstation"
AgentID:"1125" )
0:00:00.000   0.000  OPEN_CONF (InvokeID:0x5000000 ServiceMask:0x7
PGStatus:NORMAL PeripheralType:Aspect
AgentState:AVAILABLE AgentExtension:"125"
AgentID:"1125" AgentInstrument:"125" )
0:00:10.335  10.335  BEGIN_CALL_EVENT (PeripheralID:2 PeripheralType:Aspect
NumCTIClients:0 CallType:CALLTYPE_PREROUTE_ACD_IN
ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC
ConnectionCallID:4 ConnectionDeviceID:"0"
ANI:"9782755100" DNIS:"0006"
DialedNumber:"8002755010" CED:"1"
RouterCallKeyDay:145000 RouterCallKeyCallID:34320231
CallVariable1:"1234567" CallVariable2:"0"
CallVariable3:"0006" CallVariable5:"26000 123-45-6789
Not Valid            " CallVariable6:"1001123-45-6789
26000000000038404LPCFAA" CallVariable7:"THIBAULT,
JOHN C.                      " CallVariable8:"CISCO
TESPHE                          " )
0:00:10.736   0.401  CALL_DELIVERED_EVENT (PeripheralID:2 PeripheralType:Aspect
ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC
ConnectionCallID:4 LineHandle:0
LineType:LINETYPE_INBOUND_ACD ServiceNumber:1
ServiceID:1
AlertingDeviceType:DEVID_DEVICE_IDENTIFIER
CallingDeviceType:DEVID_TRUNK_IDENTIFIER
CalledDeviceType:DEVID_DEVICE_IDENTIFIER
LastRedirectDeviceType:DEVID_NONE
LocalConnectionState:LCS_ALERTING EventCause:CEC_NONE
ConnectionDeviceID:"0" AlertingDeviceID:"125"
CallingDeviceID:"1000" CalledDeviceID:"125" )
0:00:10.946   0.210  AGENT_STATE_EVENT (PeripheralID:2 PeripheralType:Aspect
SkillGroupState:TALKING StateDuration:0
SkillGroupNumber:1 SkillGroupID:21
SkillGroupPriority:0 AgentState:TALKING
ClientSignature:"MyWorkstation" AgentID:"1125"
AgentExtension:"125" AgentInstrument:"125" )
0:00:11.036   0.090  CALL_DATA_UPDATE_EVENT (PeripheralID:2
PeripheralType:Aspect NumCTIClients:1
CallType:CALLTYPE_PREROUTE_ACD_IN
ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC
ConnectionCallID:4
NewConnectionDeviceIDType:CONNECTION_ID_DYNAMIC
NewConnectionCallID:4 ConnectionDeviceID:"0"
NewConnectionDeviceID:"0"
CTIClientSignature:"MyWorkstation"
CTIClientTimestamp:0x34aaa421 (12/31/97 14:59:29) )
0:00:11.226   0.190  CALL_ESTABLISHED_EVENT (PeripheralID:2
PeripheralType:Aspect
ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC
ConnectionCallID:4 LineHandle:0
LineType:LINETYPE_INBOUND_ACD ServiceNumber:1
ServiceID:1 SkillGroupNumber:1 SkillGroupID:21
SkillGroupPriority:0
AnsweringDeviceType:DEVID_DEVICE_IDENTIFIER
CallingDeviceType:DEVID_TRUNK_IDENTIFIER
CalledDeviceType:DEVID_DEVICE_IDENTIFIER
LastRedirectDeviceType:DEVID_NONE
LocalConnectionState:LCS_CONNECT EventCause:CEC_NONE
ConnectionDeviceID:"0" AnsweringDeviceID:"125"
CallingDeviceID:"1000" CalledDeviceID:"0006" )
0:00:40.308  29.082  CALL_CLEARED_EVENT (PeripheralID:2 PeripheralType:Aspect
ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC
ConnectionCallID:4 LocalConnectionState:LCS_NONE
EventCause:CEC_NONE ConnectionDeviceID:"0" )
0:00:40.418   0.110  AGENT_STATE_EVENT (PeripheralID:2 PeripheralType:Aspect
SkillGroupState:WORK_READY StateDuration:0
SkillGroupNumber:1 SkillGroupID:21
SkillGroupPriority:0 AgentState:WORK_READY
ClientSignature:"MyWorkstation" AgentID:"1125"
AgentExtension:"125" AgentInstrument:"125" )
0:00:40.538   0.120  CALL_DATA_UPDATE_EVENT (PeripheralID:2
PeripheralType:Aspect NumCTIClients:0
CallType:CALLTYPE_PREROUTE_ACD_IN
ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC
ConnectionCallID:4
NewConnectionDeviceIDType:CONNECTION_ID_DYNAMIC
NewConnectionCallID:4 ConnectionDeviceID:"0"
NewConnectionDeviceID:"0" CallWrapupData:"Autowrap #6
by Example" )
0:00:40.548   0.010  SET_CALL_DATA_REQ (InvokeID:0x5000001 PeripheralID:2
ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC
ConnectionCallID:4 ConnectionDeviceID:"0"
CallWrapupData:"Autowrap #6 by Example" )
0:00:40.659   0.111  SET_CALL_DATA_CONF (InvokeID:0x5000001 )
0:00:41.600   0.941  RELEASE_CALL_CONF (InvokeID:0x5000002 )
0:00:41.600   0.000  RELEASE_CALL_REQ (InvokeID:0x5000002 PeripheralID:2
ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC
ConnectionCallID:4 ConnectionDeviceID:"0" )
0:00:45.375   3.775  END_CALL_EVENT (PeripheralID:2 PeripheralType:Aspect
ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC
ConnectionCallID:4 ConnectionDeviceID:"0" )
0:00:45.415   0.040  AGENT_STATE_EVENT (PeripheralID:2 PeripheralType:Aspect
SkillGroupState:AVAILABLE StateDuration:0
SkillGroupNumber:1 SkillGroupID:21
SkillGroupPriority:0 AgentState:AVAILABLE
ClientSignature:"MyWorkstation" AgentID:"1125"
AgentExtension:"125" AgentInstrument:"125" )
0:00:51.324   5.909  CLOSE_REQ (InvokeID:0x5000003 Status:E_CTI_NO_ERROR )
0:00:51.344   0.020  CLOSE_CONF (InvokeID:0x5000003 )
09:46:34 Trace: Playback session complete from playback file Example.cap.
09:46:34 Trace: Closing playback file Example.cap.  Current file position 1498

dumplog

The dumplog utility is a program that produces an ASCII text file from the EMS log file for any process on an ICM software system. All ICM software processes use the EMS logging facility for logging information. If you need to see the information regarding a server, you would use the dumplog facility.


Note The dumplog utility is only available when you have done a full ICM software/CTI Server installation. It is not available on the Cisco CTI CD.


For help on dumplog, enter the following in a command window:

dumplog /?

To use the facility, you need to be in the logfile directory.

To navigate to the CTI Server Gateway (CG), you need to know the peripheral number of the CG. The following command changes to that directory:

cdlog customer_number CG_or_PG_number

Example:

cdlog MySystem CG2a

This should place you into the directory in the format:

\icr\ customer_number\ CG_or_PG_number\logfiles

In our example, this would be:

icr\MySystem\CG2a\logfiles

dumplog will produce a lot of information. We recommend using the switches to segment the time period you are interested in. For example:

dumplog ctisvr /bt 8:00

where 8:00 is the current time of the current day.