The Avaya IP Office CTI Link Pro includes all of the Lite functionality. It contains the following components:

• TAPILinkPro
  This component provides both first-party and third-party TAPI control of telephony devices. In addition to the functionality provided by TAPILink Lite, it also adds the ability to receive information on ACD queues, hunt groups, and provides additional advanced functionality. Please see the TAPILink Developers Guide for more details on TAPILink Lite and TAPILink Pro.
• DevLinkPro
  This component provides a real-time event stream. The real-time event stream provides information on telephone activity as and when that activity occurs, and also provides information on trunk activity.

The Avaya IP Office TAPI Service Provider can operate in Single User mode or Third Party mode. A license must be purchased to enable the Third Party mode. Note that the unlicensed version will not prevent you from selecting this option but it will not work.
Single User mode means that the TAPI application can control and/or monitor a single telephony device. Third Party mode means that the TAPI application can control and/or monitor all telephony devices on a particular IP Office unit.
Note that on some versions of Windows it will be necessary to reboot the PC (or just restart the telephony service) in order for configuration changes to take effect.

Single User Mode

Enter the IP address of the IP Office unit in the box labelled Switch IP Address. Select the Single User option. Enter the user name and password for the extension that is to be monitored and/or controlled by TAPI. Normally, the user name will be the name of a person associated with a physical telephone extension.

Third Party Mode

Enter the IP address of the IP Office telephone system control unit in the box labelled Switch IP Address. Select the Third Party option. Enter the password for the switch. This is the same password that is entered in Manager when loading the configuration of the switch.
By default, Third Party mode will provide a TAPI line for every physical extension attached to the IP Office. The checkboxes associated with Third Party mode enable additional entities to be monitored and/or controlled by TAPI.

WAV Users

If a user has a user name that begins with "TAPI:" it is a WAV user. The IP Office switch will attempt to stream audio to WAV users when they are involved in calls.
This audio streaming requires the IP Office wave driver to be installed on the PC and requires a wave driver licence instance per user. If the wave driver is not installed, you may still have the WAV Users tickbox checked and will still receive WAV user events without the need for a licence.
During use the TAPI WAV audio stream uses an IP Office data channel taken from the same pool of data channels as used for voicemail ports. The maximum number of data channels available for simultaneous voicemail and TAPI WAV calls depends on the IP Office control unit type; IP403 & Small Office Edition = 10, IP406 = 20, IP412 = 30.

ACD Queues

The IP Office can be configured to queue incoming calls that are being presented to a group of internal users. For example, if your IP Office was configured with a group of call center agents, you would want to queue an incoming call until an agent becomes available to take the call.
Checking the ACD Queues checkbox provides lines to monitor and/or control the queue of calls against a group.

MS-Microsoft CRM Integration

Avaya and Microsoft Business Solutions have signed an agreement to create a packaged applications and hardware solution for all small and medium businesses with multiple customer touch points. This alliance will position IP Office as the Convergence platform of choice for customers of Microsoft CRM™.

IP Office support for Microsoft CRM has been divided into three phases, providing telephony integration (screen pop) is phase one while phases two and three deal with an integrated reporting module. This strategic alliance is aimed at small and medium businesses who need an interconnected workplace extending across business systems, communications infrastructure and web services. They also need a turn-key system, simple implementation, and an affordable price point.

For IP Office systems running software release 1.4 and above, the first phase of this program has been introduced. This includes the development of a TAPI based CTI application integrated with Microsoft™ CRM.

The IP Office Microsoft™ CRM Integration software harnesses the capabilities of the Microsoft CRM Applications and IP Office. IP Office Microsoft CRM application uses Microsoft CRM (MS-CRM) to show caller information, using screen popping. IP Office Microsoft CRM Integration also enables calls to be made from the MS-CRM contact and account forms.