MERLIN MAGIX™ CTI Link or Phonetastic Implementation

[ZeroAdmin]

Good Morning,

I am looking for someone who has implemented either Merlin Magix CTI Link or Phonetastic in their environments. I have exhausted all simple (and cheap) methods of setting up the capability of autodialing from a PC application (Goldmine) through our PBX. I have a user testing now running the application over the analog port of the pbx,but it gets confusing with two phones and one headset.

I have leads for the Phonetastic product, but want to talk to admins that have implemented it. I am very close to saying the heck with it and moving to VOiP.

Thanks for any and all assistance.

Regards,
ZeroAdmin

 

[eggmaster]

did you ever get the CTI link? I'd like to know what comes with it software-wise (in particular what API class libraries come with it so that someone might write a program to interact with the Magix switch) thx s

 

[killbox]

Well, I've never done a CTI Link before, but when you get it, it supposedly integrates fairly easily, and you can use the dialers. I'm quite curious as well on this.

Hey Merlinman!!! IF you're there, what's your input on this product??

 

[merlinman]

Well, nice of you to ask.

I spoke with several sales folks that thought they had it sold.

I was taught by TASKE on how their software did this.

But the only one I ever saw installed in the field, was not being used correctly when I saw it. They had removed the TASKE PC from the picture, and I showed them how to get it going again, but alas, they never told me if they did or not.

It works like this: You get an EICON BOARD which is a type of LAN card and install it in your NETWORK SERVER.

The EICON connects to an MLX PORT that you have defined as the CTI LINK.

The CTI LINK is the KNOW ALL and TELL ALL Link that tells the APPLICATION on the NETWORK almost EVERYTHING that's going on in the switch....

Such As:
"Hey APPLICATION, A call came in on line 1 from 303-999-8123, I am sending it to CALLING GROUP 771, and the next agent available is extension 123."

The APPLICATION then says, "Oh yeah, that number belongs to BILLY BOB, and since extension 123 in Group 771 is going to get that call, let me put Billy Bobs customer account record on extension 123s Computer Screen."

That's how the Call Center thing worked.

I do not know of PhoneTastic being implemented, but my knowlege of such things is limited.

I know there was a GREAT PUSH on PASSAGEWAY Telephony Server, and I know it works.

As I recall, the parameters were that you had to have a working NT network. Then you would load your APPLICATION on the Server and your Client stuff on the Desktps.

I know not if that has changed.

I do know that GOLDMINE did work.

I also know a GREAT DEAL about PASSAGEWAY DIRECT CONNECT, and even have one on my MLX 20. OF course, since I installed XP on my computer, I know it don't work anymore.

Mayhaps that could be your problem.....

 

[killbox]

Do the dialers in Act and goldmine work with it? Where you click the dialer icon on the customers file on the database and your ext. will dial the number.

KILLBOX

 

[merlinman]

As I recall, on some of those you had to do a cut and paste of the number.

I really do not know which ones were which.

It was really implemented so few times.

I know the DIRECT CONNECT (on DP SETS) was not brought forward to XP.

Which is a shame, I had some of the neatest things to program the old Voice Mails with that.

 

[eggmaster]

OK, so is it safe to say that no one reading this has ever actually *written a program* to interact with Magix via the CTI link? Like, has anyone used the software/drivers that come with the CTI link product to write a program using JTAPI? How about TSAPI? Or even plain old TAPI?

If anyone reading this has written anything in C++ or java using the TSAPI or JTAPI libraries to interact with Magix hardware, I'd like to hear about how you got a hold of those libraries. Whether they were included with CTI link or otherwise.

Thanks, Eggs.

 

[ZeroAdmin]

Update:
Greetings...I just returned from vacation to find all this information on this old post.
What I ended up having to do was place and analog line on the user's desk along side the digital phone. The analog line was strictly used for dialing out. The goldmine application would place the call by selecting the "Dial 1" button. The user could then communicate via outgoing calls. The problems encountered were: Numbers not in the dial one, two ,or there options, had to be dialed manually. User's could not use either handset. A/B box, headset + base, extra analog phone, training are all valid strikes against this setup due to space etc.

Incoming calls via 800 numbers tied to user's extensions also had VM boxes . If a user was on the analog line, the VM would pickup after one ring. If a user was available, they would flip the a/b switch which tied the headset and base to the Digital phone. This would then allow them to use their headset with the digital phone.

I have since learned I can remove the AB box and headset with one headset/portable phone rig. Then incoming calls could be forwarded to the analog line (using preprogrammed button)otherwise they go to the user's voicemail.

Long story short. I couldn't find a program to make this link. I will gladly test/QC in a windows 2000, Goldmine SQL GMSM environment if anyone wants to write the code. I can also provide a potential sales channel through my VAR...

Regards,
ZeroAdmin

 

[gregarican]

Awhile back I downloaded the TSAPI and some of the Merlin implemenation of it from a source on the Internet. I will try to dig it up. If you're interested in it leave your e-mail address and I'll send it along.

I myself haven't done CTI on the Merlin but have done so with other larger phone systems (e.g. - Nortel and Rockwell). The general concepts and big picture are same old, same old I would think.

 

[merlinman]

What version of Windows are you running?

Lucent/Avaya only went to Win 98 on the Direct Connect. (Passwageway to DP Phones).

That worked well, but if you have the server stuff, you needed an NT Network.

 

[GroundWire]

MerlinMan:

I have a PassageWay that I picked up cheap (obviously noone wanted it) - what do I need to do to at least get it to talk?

Is there some software lying around I can get ahold of? I don't expect to do anything serious, I just want to experiment, that's all..

Thanks!

- Joel

 

[merlinman]

Joel,

If you are taling about the one that goes into the Extra port on the MLX-10DP Type sets, it requires Passageway Software, and again, only works with 95 and 98 as I recall.

As I have said previously, I have proven that it won't work with XP.

That being said, there were something like 3 disks (Floppys) that came with it in the box.

Did you not get them?

Also, a cable from the 25 pin part of the Passageway unit to a serial port on your phone is required as well.

Now there were 3 versions of the "BRICK". 1 for Partner, 1 for Definity and 1 for LEGEND.

They are physically different. The one for Legend has only 1 rj 45 type connector, the Partner has 2. (The Definity one was BIG.)

 

[GroundWire]

This one is for legend.. No, I got no software - only hardware.. and I am fully aware that you have repeatedly stated it doesn't work on XP.

Part of experimentation is getting a 95 machine put together so that I can play..

Is that the sort of software one can freely share, or is that a no-no?

- Joel

 

[merlinman]

I may know someone with this who can help.

Email me, merlinman@comcast.net.

 

[killbox]

Ok, all the talk above has confused me.

My customer just called today and wants to add the NetPhone package to their ACT! database server so we can use the dialer icon and make calls.
Will this work?? They have about 30 partner phones. They have 20 4400 series phones. What's the deal?? Any additional we need??

KILLBOX

 

[merlinman]

I think some of the talk above is about the DIRECT CONNECT, not the CTI Link.

Can they dial now, with ACT?

I do not know the implications of adding the NetPhone to the ACT Data base.

 

[killbox]

Well, NetPhone integrates with ACT! I know. But does the Magix integrate with this??

KILLBOX