excel gtin check digit calculator Telephony-Aware Applications in Software

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1210 Telephony-Aware Applications
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Telephony-aware applications are mainstream applications or pieces of solution software that have been enhanced to support telephony integration by using high-level programmatic CTI interfaces Both the Macintosh Telephony Architecture and Windows Telephony define high-level programmatic CTI interfaces The Windows Telephony approach involves a special, highlevel portion of TAPI known as the Assisted Telephony API The heart of the Macintosh Telephony Architecture is its high-level CTI object-oriented interface, known as the Telephony Apple Event suite The capabilities of the two interfaces differ, so the range of functionality available to telephony-aware applications is not the same on both platforms However, a generic example of how a telephony-aware application works on either platform is as follows: Andrew's computer is running a screen-based telephone application and a number of productivity applications An expense form document appears in Andrew's electronic mailbox for his approval He opens it to find that the form contains a number of questionable expenses, so he decides to call the person who completed the form The expense form application he is using happens to be telephony-aware, so all Andrew has to do is select the "Call sender" menu item from the application menu bar Using the information it already has built into the form, plus other databases to which it has access, the application sends a command to place a telephone call to the sender of the form The command to place the phone call is transferred through the high-level CTI interface to the screen-based telephone application The screen-based telephone application places the call as if Andrew had activated it directly, looking up the appropriate number and dialing it using the screen-based telephone application itself
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The telephony-aware application is responsible only for initiating new calls and other related telephony tasks As always, the screen-based telephone application is responsible for managing calls and providing feedback Applications that support built-in scripting languages, if their scripting engine provides access, need not support the high-level CTI interface directly in order to become telephony-aware The same scenario described above could have been accomplished by having the user trigger a script within the application Telephony-aware applications typically represent telephone numbers using canonical phone number format (as described in 4, section 464) Canonical phone number format is a location-independent telephone address representation that allows telephone numbers to be correctly translated by a telephony-specific application, or by the switching domain implementation at the time the call is dialed
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12101 Windows Telephony: Assisted Telephony
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Windows Telephony defines a set of API functions that support what is referred to as Assisted Telephony For developers of mainstream applications, Assisted Telephony allows simple telephony integration support by way of a single program function (lineRequestMakeCall) that sends call-placement requests to a telephony-specific application designated for handling such requests The Assisted Telephony API also includes a second function (tapiGetLocationInfo) for returning default location values that a telephony-aware application can use to convert noncanonical numbers into canonical phone number format The remaining function calls associated with the Assisted Telephony API are used by the designated telephony-specific application that is handling requests These are used to register for receiving requests and to retrieve requests
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12102 Macintosh Telephony Architecture: Telephony Apple Events
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At the heart of the Macintosh Telephony Architecture is the specification for a suite of Telephony Apple Events Apple Event technology is a capability of Mac OS that supports the exchange of object-oriented messages using a well-defined protocol (referred to as the Apple Event Interprocess Messaging Protocol) Apple Events is an object-based programmatic interface, so on the Macintosh operating system the high-level CTI interface is actually objectbased The telephony Apple Event suite models the switching domain by means of an object, representing the switching domain, that contains one or more directory number objects These in turn contain zero or more call appearances (at any given time) Telephony Apple Event messages travel between the telephony-aware application and the screen-based telephone application; they describe changes in, or to be made to, the attributes of these objects The Apple Events that are defined as part of the Telephony Apple Event suite and that manipulate objects include: Answer Call Conference Dial Digits Drop Call Forward Hold Call Make Call Park Call Redirect In addition, the following Telephony Apple Events are defined to establish monitoring of the objects These notification-related events allow the telephony-aware application to specify a set of criteria
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which, if later satisfied by a change in the screen-based telephone application, trigger a notification event to be sent to the telephony-aware application This mechanism can be established, for example, to log all calls that are not answered, or to notify the application of external incoming calls Notify Dependency Register Dependency Release Dependency AppleScript is the system-wide scripting language on the Mac OS It is an English-like language that allows sequences of Apple Events to be stored as scripts AppleScript allows any end user to build a telephony-aware applet using a few lines of AppleScript Basic Telephony Apple Event Support The basic category of Mac OS based telephony-aware applications simply use the make call capability, and are equivalent in functionality to applications using Assisted Telephony in Windows These applications use the make call telephony Apple Event to send a message requesting that the screen-based telephone application call the person indicated by the canonical telephone number provided Extended Telephony Apple Event Support Telephony-aware applications that support additional Telephony Apple Events are able to invoke many supplementary services A good example of an application using that rich feature set is a calendar application for keeping track of telephone conference calls At the appointed time for a conference call, it places calls to all the participants and conferences them all together As with all telephony-aware applications, the screen-based telephone application is responsible for actually managing the resulting call(s)
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Notification Telephony Apple Event Support Telephony-aware applications that support the notification events can perform a number of tasks that augment the work performed by a screen-based telephone application For example, a database application that supports Telephony Apple Event notifications can register with the screen-based telephone application and await incoming external calls When such a call is received, the screen-based telephone application informs the database application of the new call and its associated callerID information The database then is able to use this information to automatically find and display records that pertain to the caller even before the call has been answered User Scripted Mainstream applications that do not support Telephony Apple Events internally, but that may be scripted using AppleScript, can be made telephony-aware by writing scripts that both drive the application and send Telephony Apple Events to a screen-based telephone These scripts then can be attached to the application or to specific documents used by the application AppleScript Application Finally, entire applications can be built using AppleScript A telephony-aware application easily can be built from scratch in this fashion A typical use of such an approach might be building the custom software for a call center agent's work environment Each agent's computer runs a screen-based telephone, the AppleScript-based application, and other utility applications that are launched as needed When a call is directed to the agent, the AppleScriptbased application acts as the front end When it receives the notification Apple Event for the call, it opens the necessary databases and other files the agent needs The AppleScript application acts as a dashboard for the call center agent
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