SYSTEM MANAGER GUIDE

FOR THE
MESSAGE INTEGRATION SERVICE

GED-374

REVISION 1.0
APRIL 22, 1999

BY
KEVIN BERGQUIST
 Intelligent CallRouter
™

System Manager Guide Supplement

for the

Message Integration Service

Copyright © 1995, 1996, 1997, 1998, 1999 GEOTEL Communications Corporation. All rights reserved.

The information in this document is subject to change without notice. GEOTEL Communications
Corporation assumes no responsibility for any errors or omissions in this document. This document
contains confidential and proprietary information. No part of this document may be reproduced, recorded,
translated, or transmitted by any means, electronic or otherwise, without the express written permission
of GEOTEL Communications Corporation.
Intelligent CallRouter™, CallRouter™, Longest Available Agent™, Network Routing Operating
System™, Post-Routing™, Pre-Routing™, and Skills Based Routing™ are trademarks of GEOTEL
Communications Corporation.
All company, product, and service names used in this document may be the trademarks or registered
trademarks of their respective companies.

Printed in the United States of America.

May 1999

Revision 1
ICR Version 4.0
SMG: Message Integration Service 04/27/23

1. PREFACE 2

1.1. Purpose 2

1.2. Audience 2

2. OVERVIEW 2

3. INSTALLATION 3

3.1. Configuration 3

3.2. MIS Specific Configuration 4

3.2.1. CTI Interfaces 5
3.2.2. VRU Interfaces 5
3.2.3. Trunk Configuration File 6

4. DUPLEXED OPERATION 7

5. CONSOLE STATUS BAR 7

6. CONSTRAINTS 7

7. UPDATING FROM PREVIOUS STANDALONE MIS 8

7.1. Steps to Convert 8

8. CUSTOMER SUPPORT INFORMATION 9

8.1. Logging 10

8.2. Procmon Interface 10

8.2.1. LTG (list trunk groups) 10
8.2.2. Status 10

9. REFERENCES 12

10. REVISION HISTORY 12

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1. Preface

1.1. Purpose
This document provides information on operation and control of the Message Integration Service (MIS).

1.2. Audience
This document is intended for Intelligent CallRouter system managers. The reader is assumed to
understand system manager functions as described in the System Manager Guide. The reader is assumed
to understand how to run programs from the Windows NT Command Prompt and how to use the NT
Registry Editor.

2. Overview
The GeoTel Message Integration Service (MIS) provides a mechanism by which the call context data for
a given call can be accessed by a VRU once the call has been delivered to that VRU. The MIS collects
the call context data from the CTI Server and makes it available to the VRU in response to a VRU query
message. The VRU is also able to update the call context data on both the VRU PG as well as the ACD
PG via the CTI Server. This updated call context data is then available for all subsequent call processing.
The figure below shows the high-level process architecture with the Message Integration Service
included.

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In a duplexed model, the same configuration will exist on the other side of the ICR. Because OPC
controls which side of the VRU PG is active at any one time, the MIS on each side operate
independently and will accept connections from any configured VRU PGs as long as a CTI Server
connection is established.

3. Installation

3.1. Configuration
MIS in installed as an option within the VRU PG section of ICR Setup. To enable and configure
MIS select the “MIS Enabled” option in the Peripheral Gateway Component Properties Dialog
for the VRU PG. (show below).

After selecting the “MIS Enabled” option, the next dialog presented will allow MIS to be
configured.

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3.2. MIS Specific Configuration

Below is shown the dialog for configuring MIS. There are 3 sections and 6 total fields that can
be configured
Section 1. CTI Interfaces:
 CTI primary hostname or IP address
 CTI primary port
 CTI secondary hostname or IP address
 CTI secondary port

Section 2: VRU Interfaces:

 Each line/entry comprises 4 elements <vru> <vru port> <vrupim> <vrupim port> per-line.)

Section 3: Trunk Configuration File

 Location of trunk configuration file.

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3.2.1. CTI Interfaces

This is where the connection to the GeoTel ICR CTI Server process is specified. The call
context data retrieved from the CTI Server is what allows MIS to perform it functions. This call
context data is then made available to the VRU via the ICR/VRU message interface.
MIS can be configured with either a simplex or duplexed CTI connection. It will try the primary
address first and if that connection is not successful or fails it will then try the secondary
configured interface. If that connection is not successful or fails it will then try the primary
interface again. This toggling of interfaces will continue until a connection can be made and
maintained.
At least one fully configured CTI server address and port must be configured. A default port is
chosen at initial setup time but will, in almost all cases, need to be modified to use the port
which the CTI server processes are listening on.

3.2.2. VRU Interfaces

The MIS process uses this information to determine which VRU(s) (a maximum of 31 can be
specified) to connect to and also where to listen for a connection from the associated VRU-
PIM(s). This configuration consists of a VRU IP address and connection port and an IP address
and connection port to listen on for the connecting VRU-PIM.
The VRU IP address and connection port are used to connect with the VRU. The VRU IP
address can be either a hostname as specified in the C:\winnt\system32\drivers\etc\lmhosts file
or the IP address number in the form 999.999.999.999.
The IP address and connection port to listen on for the connection with a VRU-PIM is needed to
allow the VRU-PIM to connect with the MIS. Remember that the MIS sits between the VRU-
PIM and the VRU so the VRU-PIM talks with the MIS and the MIS talks with the VRU.
The VRU-PIM IP address can be either a computer name as specified in the c:\winnt\system32\
drivers\etc\lmhosts file or the IP address number in the form 999.999.999.999. Note that since
the VRU-PIM and the MIS are most likely both running on the same VRU PG computer, this IP
address is really the name of the VRU PG computer. The connection port to listen on is user
definable. This typically is 10001 for the first VRU-PIM, 10002 for the second and so on. The
only trick is that these connection port values must be available (not used) in the services file.
To figure this out, use notepad to edit the C:\winnt\system32\drivers\etc\services file. Once
available values have been determined it is a good idea to add an entry in this file for each value
so that other applications don’t come along later and try to use them. Simply follow the format
of the file and use names like geotelmis1, geotelmis2 and so on.
In the example in section 3.2 above, three VRUs with associated VRU-PIMs have been defined.
Notice comments are allowed when prefaced with “#” or “//”. The VRUs are located at the IP
addresses VRU1, VRU2, and VRU3 respectively. These IP names need to be defined on the
MIS system as described above to be valid. For each of the VRUs, a port to connect on has also
been defined. They are 10000, 20000, and 30000 respectively.
For each of the VRUs defined, a corresponding VRU-PIM IP address and port has been defined.
Each of the VRU-PIMs using this MIS must have been configured to use “geocustpg1a” as the
IP address of the VRU. MIS does not simply default the listen address for the VRU-PIM
connection to the system name, as there might be occasions to listen on different network
interfaces. However in most cases, the IP address for the VRU-PIM connections will match the
hostname/IP address of the MIS/VRU-PG system.
In the example above, MIS is using the network interface defined by the IP address
“geocustpg1a” and ports 10001, 10002, and 10003 respectively. In conjunction with this, there

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should have been defined three VRU-PIMs with addresses of geocustpg1a:10001,

geocustpg1a:10002, and geocustpg1a:10003.

Summary:
 VRUs and VRU-PIMs are always configured as a pair of addresses and ports.
 A maximum of 31 entries is allowed.
 Comments either on separate lines or following a valid entry are allowed if prefaced with
the “#’ or “//” characters.

3.2.3. Trunk Configuration File

The Trunk Configuration is found inside the trunk configuration file whose location is specified
with ICR Setup. Each line of trunk configuration consists of an ACD extension and the
corresponding VRU port identified by trunk group and trunk number. The trunk configuration is
necessary since the CTI Server sends messages to the MIS with ACD extensions in them, and
the VRU sends messages to the MIS with a trunk group and trunk number in them. The MIS uses
the trunk configuration in order match ACD extensions with VRU ports.
The trunk configuration section must contain an entry for each VRU port that is connected to the
ACD. The VRU sits behind the ACD so each VRU port is connected to the ACD as an ACD
extension. These are the ACD extension numbers to use in the trunk configuration. The
corresponding VRU trunk group and trunk number is determined by the VRU configuration not
the ICR, so this information should be available from whomever manages the VRU
configuration. The trunk group and trunk number values that are needed are the ones that the
VRU sends to the VRU PG in the Delivered Event as specified in the ICR/VRU Interface
Specification.
Comments are allowed on separate lines when designated with a ‘//’ or ‘#’. Comments can also
be included after valid configuration lines. E.G. “10000 1 1 // this is a comment”. Lines with
only white-space characters are also allowed.
A sample of the trunk configuration file is shown below:
# The expected format for the Trunk configuration is as follows:
# <ACD extension> <VRU_trunk_group> <VRU_trunk_id>
# 99999 9999 9999
#
10000 1 1
10001 1 2
20000 2 1

The default file name is: <install drive>:\icr\<customer name>\<node name\mis_trunkconfig.txt

In the above example, “d:\icr\customer\pg1a\mis_trunkconfig.txt” is specified as the file Name.
The file does not exist and needs to be created and populated manually with the appropriate
information. ICR Setup, when run after the initial installation of MIS, will NOT delete or
overwrite the file.

Dynamic Trunk Update

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The MIS process reads the trunk configuration file during process startup and anytime the
registry key specifying the trunk file location is updated. Choosing the key via REGEDT32 and
selecting OK is sufficient to cause a dynamic update. Any calls in progress (referenced by the
VRU) are preserved and continue using the previous configuration information until completion.
All new calls use the new configuration data.

Summary:
 Trunk file name and location is user modifiable.
 Comments either on separate lines or following a valid entry are allowed if prefaced with
the “#’ or “//” characters.
 Dynamic update of the trunk configuration is supported.

4. Duplexed Operation
The MIS process allows for duplexed operation of the VRU and VRU-PIMs. Since the VRU-
PIMs can be configured duplexed and they will switch active sides based on their ability to
connect to the VRU via MIS, duplexed operation of MIS is accomplished by proxy. The MIS
that is operating on the side of the inactive VRU-PIM will simply wait for the PIM to activate
and connect. There is no concept of an active MIS process. Both MIS processes can be active
at once servicing different VRU-PIMs. Each will will manage connections for all VRU-PIMs
that connect to it provided the CTI server is connected. MIS will not accept VRU PIM
connections unless it has first established a CTI server connectiom

5. Console Status Bar

The MIS window console will display the current status of MIS with respect to CTI server and a
count of the connected/configured VRU-PIMS and VRUs. It will show the same values as
output via the status command available via the procmon interface detailed previously.
For example: CTIServer-Connected[geosicr1rgrb:43107] PimSessions:1/1 VruSessions:1/1

6. Constraints
 For PG installations, which are running ICR 2.5 and have not been updated with
service pack 3 of ICR 2.5, the following must be done to all PG’s (both sides if
duplexed). Set the Registry DWORD field “CallWrapupDataTimeout” under the
SOFTWARE\GEOTEL\ICR\<customer name>\PGxx\CurrentVersion\OPC key to 0.
The PG node must be restarted for this change to take effect. Failure to set this value
correctly will result in random failure of the VRU to set/retrieve data from MIS.
 Only one MIS process is allowed per system.
 A Maximum of 31 VRU/VruPims is allowed

7. Updating from Previous Standalone MIS

Versions of MIS prior to ICR releases 2.5.x, and 3.0.x were not integrated with ICR Setup.
Upgrading to the newer version requires the procedure described in this section.

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7.1. Steps to Convert

1. Update/Edit the VRU PG with the latest ICR software version containing MIS.
2. In the VRU components properties dialog select MIS Enabled. (shown below)

3. The next Dialog will be the MIS Network Interface Properties dialogue.
Move the data present in the MIS.cfg file into the indicated position within the dialog. Only the
trunk configuration data will remain in a file. Comment lines are still allowed within the file.
Note: the BEGIN_TRUNK_CONFIG and END_TRUNK_CONFIG directives must be
removed. They are not needed since the file now only contains trunk data.
Note: For the Vru Interfaces the order of the VRU devices has remained constant. The address
of the VRU is the first pair and the address to which the VRU-PIM will connect will be the
second pair. In most cases, the address specified for the VRU-PIM to connect to will match the
address specified in the Vru Configuration section of the VRU-PIM. Also note a Vru-id which
previously was the first field is no longer used.
The example below shows how the configuration file used with the standalone version of MIS is
mapped to the new ICR Setup based configuration.

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4. Some minor validation will occur when the next button is selected. In most cases if an error is
found, the error must be corrected before configuration can continue. In some other cases a
warning can be issued but configuration can continue.
 The trunk configuration file will be opened and parsed for errors.
 checks for duplicate IP addresses
 at least one CTI server must have an address and port configured.

8. Customer Support Information

The following sections detail information that will be useful to personal supporting the MIS
application.

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8.1. Logging
Standard EMS logging is used and the logfiles are all created with a prefix filename of “mis”.
The following tracing options can be selected via the EMSTraceMask for the MIS process. The
bit definitions for this mask are as follow:
0x01 // extra detail information
0x02 // error information (default on installation)
0x04 // message detail/content
0x08 // socket level tracing
0x10 // thread level tracing
0x20 // possible error conditions
0x80 // heartbeat tracing

8.2. Procmon Interface

MIS can be accessed using the GeoTel ICR procmon interface. Commands detailed in the
following section are provided primarily for use by GeoTel Customer Service.

8.2.1. LTG (list trunk groups)

This command will display for all configured extensions, the number of operations completed
against the extension. Below is presented a sample output of this command. For this example, 4
extensions have been configured (1..4)
>>>>ltg [/reset]

Ext:4 Tg:4 Tr:4 ExtRef:0 TrRef:0 CC[Set:0 Get:0 Clr:0 GetFail:0]

Ext:3 Tg:3 Tr:3 ExtRef:0 TrRef:0 CC[Set:0 Get:0 Clr:0 GetFail:0]
Ext:2 Tg:2 Tr:2 ExtRef:0 TrRef:0 CC[Set:0 Get:0 Clr:0 GetFail:0]
Ext:1 Tg:1 Tr:1 ExtRef:1 TrRef:1 CC[Set:2 Get:2 Clr:0 GetFail:0]
In the display above, extension 1 has been referenced 1 time (by extension) by the CTI server
(ExtRef:1) and 1 time (via trunk group and trunk) by the VRU (TrRef:1). The Set and Get
fields indicate the number of times the context data for the call referring to the extension has
been set and retrieved respectively. The CLR: indicates how many time the context data for the
call has been cleared (usually on call termination). Additionally the GetFail failed indicates the
number of times the context data for the extension could not be retrieved on behalf of the VRU.
If the GetFail field is non-zero, this could indicate a problem between the extension and trunk
group mappings as defined within the trunk configuration file.
Also, if the ExtRef field is nonzero and the TrRef field is not within at least 1 of it, this could
indicate calls seen by MIS via CTI server are:
 either not arriving at a VRU interfaced via MIS
Or
 They are arriving on different trunk/trunk groups as specified in the trunk configuration
file.

An optional argument /reset can be used to reset all the trunk group counts to zero.

8.2.2. Status
>>>>status [/reset]

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This command will display the overall status for the MIS server. It will show the active CTI
server connection, a count of the number of connected/configured VRUs and VRU-PIMs, global
statistics for MIS, and lastly the state and configured address of each VRU and VRUPIM
instance.
Below is presented a sample output of this command:

CTIServer-Connected[geosicr1rgrb:43107]
PimSessions:1/1 VruSessions:1/1

TrunkLookups:1 Succeeded:1 Failed:0

ExtensionLookups:1 Succeeded:1 Failed:0
GetContextData:2 Succeeded:2 Failed:0

RouteRequestsForContext:1 Succeeded:1 Failed:0

SetCallVariablesRequests:1 Succeeded:1 Failed:0
DuplicateCtiDataMapInserts:0
DuplicateExtensionReferences:0

CtiCallIdMapEntries:1 Added:1 Removed:0

VruCallIdMapEntries:0 *AddFailed:0* *LookupFailed:0* LookupOK:3 Added:1 Removed:1

VruPim-1 SESSION_OPEN [geosicr1rgra:ACDSim15]

Vru-1 SESSION_OPEN [geosicr1sim1:ACDSim15]

In the output above, we can see the CTI Server being used is configured at geosicr1rgrb:43107
and is connected.
The aggregate status of the VRU-PIM and VRU connections is displayed as counts in the form:
<connected>/<configured>.
In the example above, one VRU has been configured and connected and one VRU-PIM has been
configured and is connected. (Note: the configured count for both the VRU and VRU-PIMs will
always be equal but is added on both for ease of viewing)

The next entry, RouteRequestsForContext indicate the number of times the VRU issued a route
request for data (dialed number-0) and the number of times it succeeded and failed. The same is
done for SetCallVariablesRequests received from the VRU. A non-zero value of indicates a
possible tracking problem and should be investigated.

DuplicateCtiDataMapInserts indicates the number of times a BeginCall event has been received
from the CTI server for a call that is already in progress but has not been processed/seen by the
VRU. This field should always be 0. If it is not, then a component in the system, (probably CTI
server or the PIM conversing with CTI server) is having a problem or is mis-configured. In this
situation the old call context data (if found) is deleted and processing continues with the new
call.

DuplicateExtensionReferences indicates the number of times a delivered event that maps to an

extension has been received from the VRU for a call that is already in progress on that
extension. This field should always be 0. If it is not, then a component in the system, (probably
CTI server or the PIM conversing with CTI server) is having a problem or is incorrectly
configured. In this situation the new call is discarded and processing continues with the original

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(first) call for the extension.

CtiCallIdMapEntries indicates the current number of tracked calls in the MIS internal table,
which have been indicated as ESTABLISHED by CTI Server. The Added and Removed values
indicate the number of total calls that have been respectively added and removed from the table.

VruCallIdMapEntries indicates the current number of tracked calls in the MIS internal table,
which have been indicated as DELIVERED by the VRU.
 The AddFailed count indicates the number of calls which when being processed via a
delivered event did not have a configured trunk group and trunk within MIS. If this field is
non-zero, the most likely problem is the MIS trunk configuration file needs to be updated.
 The LookupFailed count indicates the number of RouteRequests and
SetCallVariablesEvent messages referenced by data received from the VRU which have
NOT been seen as DELIVERED to the VRU. If this field is non-zero the most likely
problem is the VRU to which the calls are REALLY going is not being monitored via MIS.

 The LooRkupOK count indicates the number of calls that have been successfully found
when referenced by data received from the VRU.
 The Added and Removed counts are the number of calls that have been indicated as
DELIVERED to the VRU have been added and removed from the table.

The final entries displayed are a list of the configured VRU-PIMS and VRU along with their
current connection state.
An optional argument /reset can be used to reset all the status counts to zero.

9. References
GeoTel Enterprise CTI Interface Specification, Revision 2.1, October 14 1997
ICR/VRU Interface Specification, Revision 1.3, November 25, 1997

10. Revision History

Date of Version Author Description of Changes

Revision Number
04/22/99 1.0 Kevin Bergquist Created SMG for GeoTel Standard MIS.
06/09/99 1.0 Kevin Bergquist Incorporated Jerry Stern’s Comments.

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