Coral Telecom LTD.: Redefining Communications

IRIS IVDX
CTI Manual
Coral Telecom Ltd.

Redefining Communications
Telecom is our business but we strive

to make yours simpler
IRIS CTI Manual
Coral Telecom Ltd.
IRIS CTI Manual
Notice
The inf ormation contained in this document is subject to change without
notice. Coral Telecom Ltd. makes no warranty of any kind with regard to
this material, including, but not limited to, the implied warranties of
merchantability and f itness f or a particular purpose.
Coral Telecom Ltd. shall not be liable f or errors contained herein or f or
incidental or consequential damages in connection with the f urnishing,
perf ormance, or use of this material.
No part of this document may be photocopied, reproduced, or translated
to another language without the prior written consent of Coral Telecom
Ltd.
Printing History
First Edition
Second Edition
Coral Telecom Ltd.
:
:
st
1 August, 2002
st
1 Nov ember, 2004
IRIS CTI Manual
Coral Telecom Ltd.
IRIS CTI Manual
Introduction
Hardware Interface ....................................................................................7

Call Billing Software Integration..........................................................8
Call Billing Software Integration.......................................................................................... 8
Bidirectional Handshaking ...............................................................................8
CBS / PMS / HMS Power On Message - From CBS / PMS / HMS..................8
CBS/PMS/HMS Power Up Message - From IRIS ............................................8
Call Nack Message (Call Nack) From CBS / PMS .........................................9
Out Call Ack Message (Call Ack) From CBS / PMS.......................................9
IRIS Power Up Message - From IRIS...........................................................10
CBS / PMS Shut Down Message - From CBS / PMS .....................................10
Out Going Call Details Message From IRIS ................................................11
Incoming Calls Integration - From IRIS..........................................................13
Budgetting On Extensions - From CBS / PMS / HMS .....................................15
Budgeting On Virtual Telephony From CBS / PMS / HMS ...........................17
Voice Link Messages - From IRIS..................................................................20
Fault Booking Integration - Bidirectional .........................................................21
HMS Integration................................................................................................23
HMS Power Up Message - FROM HMS.........................................................26
HMS Power Up Ack Message - From IRIS.....................................................26
Check-In Message From HMS....................................................................27
Where X is the error code. .............................................................................28
Dialing Rights Message From HMS ............................................................29
Out Going Call Details Message From IRIS ................................................31
Incoming Calls Integration - From IRIS..........................................................33
Check Out Message From HMS .................................................................35
Wake Up Alarm Message From HMS..........................................................36
Room Shift Message From HMS.................................................................38
Temporary Check In/Out Message - From HMS.............................................39
HMS Database Update Message - From IRIS..............................................41
IRIS Power Up Message - From IRIS............................................................43
HMS / PMS Shut Down Message - From HMS...............................................44
Voice Mail Integration ..................................................................45

Voice Mail Integration with Inband Signaling ..................................................45
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IRIS CTI Manual

Database required in IRIS for inband signaling...............................................46
Voice Mail Integration with Outband Signaling ...............................................48
CSTA Information For CRM............................................................................55
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IRIS CTI Manual
Hardware Interface
The IRIS links to a client via an RS-232 interface. The physical connection is implemented by
connecting the client to the IRIS using an RS-232 cable as described below.
DX
Client
Female connector
Output
Female connector
(9 pin DSUB)
Description
(9 pin DSUB)
Transmit Data
Receive Data
Signal Ground
Request To Send
Clear To Send
Currently the RTS/CTS protocol is not in use. But the client application must assert RTS
Signal so that in future if this handshaking becomes active then also the client application
remains compatible. The Client application must not wait for any CTS signal, as on today but
CTS wait must be kept optional for future compatibility.
The Port configuration should be 9600 bps, no parity, 8 data bits and one-stop bit. The IRIS
defaults to this. The IRIS port is configured as 9 Pin DSUB female ports and will drive the TX
Data signal. The Client port is assumed as 9 Pin DSUB Female port and should drive its TX
& RTS Data Signals. If the Client port is not a 9 PIN DSUB female ports then the use must
refer to Hardware user manual of the client machine.
Flow Control
There is no specific flow control is required. However whenever RTS/CTS handshaking
comes in action, then client application can place the RTS lead of the interface into false
state.
The IRIS, though able to have its output paused, has a limited but enough buffer size. The
messages will be lost if the client application stops IRIS output during a busy period for a
longer duration. Hence it is not recommended to do so. The IRIS port is full duplex and it can
send or receive data simultaneously.
This also must be noted that client application should maintain a time gap of at least 200ms
between two successive packet, if the packet is related with the same port. However if the
packet is supposed to send for two different ports, time gap can be at least 50ms.
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IRIS CTI Manual
Call Billing Software Integration

Call Billing Software Integration
A third party developer can easily integrate Computer based Call billing software with the
IRIS. The third party developer has to follow some simple steps explained in this document.
The following features can then be easily integrated a)
b)
c)
d)
e)
f)
g)
Bi-directional Handshaking.
Outgoing Call Details.
Budgeting on extensions.
Budgeting on Virtual Telephony.
Incoming Calls Details.
Malicious Call Trace.
Fault Booking.
Following are the packets that will be integrated with Call Billing Software or property
management software (PMS) or a Hotel Management Software (HMS) herein after referred to
as a Client Application.
Bidirectional Handshaking
CBS / PMS / HMS Power On Message - From CBS / PMS / HMS
This message is sent by Client application to inform IRIS IVDX that Client application has
been activated. If the IRIS IVDX system is also running then it will revert back to Client
application with Power on ACK message. This will ensure that link between IRIS IVDX and
client application is active . This message can be sent any number of times.
The Message Format is:
FIELD
LENGTH
COMMENT
STX
START OF TEXT
MESSAGE TYPE
ETX
END OF TEXT
CBS/PMS/HMS Power Up Message - From IRIS

This message is sent by IRIS to acknowledge the Client application for power on message.
This message informs Client application that IRIS is also switched on and is ready to accept
requests from the Client application.
This will ensure continuity of the link between IRIS and client application.
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IRIS CTI Manual

FIELD
LENGTH
COMMENT
STX
START OF TEXT
MESSAGE TYPE
ETX
END OF TEXT
The moment, Client application receives the ACK message from IRIS, Client application
should send a `Call negative ack message' to IRIS to retrieve any un-acknowledged out
going call detail.
Call Nack Message (Call Nack) From CBS / PMS

This message is sent by the Client application to the IRIS. If IRIS is having a call that was
sent earlier by IRIS but IRIS did not receive the acknowledge of the same, that call will be
sent again by the IRIS after receiving the CALL NACK from CBS/PMS/HMS.
The CBS/HMS/PMS can send Call NACK message to make sure that Link is Live and No
further Out Going Call Details Messages are pending. Also this message can be sent by
HMS/PMS after a predefined interval if no messages are received from IRIS.
FIELD
LENGTH
COMMENT
STX
START OF TEXT
MESSAGE TYPE
ETX
END OF TEXT
Important: If IRIS has started to send the call packet & CBS / PMS is sending the CALL
NACK MSG (to check the handshaking health) , IRIS will not accept this CALL NACK MSG
during next 10 seconds. Basically this will ensure `No duplication of the call packet.
Out Call Ack Message (Call Ack) From CBS / PMS

This message will be send by the CBS/HMS/PMS to the IRIS as the acknowledgement of
the successful receives of a call packet.
The HMS/PMS should make sure that Call ACK message is sent only after validation and
storing of out going Call Details Message.
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IRIS CTI Manual

FIELD
LENGTH
COMMENT
STX
START OF TEXT
MESSAGE TYPE
ETX
END OF TEXT
Important: CBS/PMS/HMS has to send the CALL ACK after receiving every call, therefore
CBS/PHM/HMS has to acknowledge all the calls packets individually.
Important : CBS / HMS / PMS has to send the CALL ACK MSG (%D$) to acknowledge the
CALL PACKET only. CBS/HMS/PMS should not send CALL ACK against any other packet.
IRIS Power Up Message - From IRIS

This message is sent by IRIS to inform HMS / PMS that IRIS is switched on and ready to
accept requests from PMS/HMS. This message is required if CBS / PMS is already working
on the computer & IRIS is started later.. The moment CBS / HMS / PMS receives the IRIS
POWER UP MSG, HMS has to send the handshaking message i.e. %H$. If HMS/PMS is
not sending the handshaking packet, link between IRIS & HMS/PMS will not be up.
This will ensure the uplink between IRIS and PMS/HMS. This message is sent only once
when IRIS is switched on.
FIELD
LENGTH
COMMENT
STX
START OF TEXT
MESSAGE TYPE
ETX
END OF TEXT
CBS / PMS Shut Down Message - From CBS / PMS

This message is used to inform IRIS that CBS/PMS/HMS has been shut down & no further
requests will be sent. After receiving this message IRIS will return to its normal operating
mode. IRIS will remain in normal mode until HMS/PMS sends HMS/PMS Power on Message
i.e. %H$ again.
FIELD
LENGTH
COMMENT
STX
START OF TEXT
MESSAGE TYPE
ETX
END OF TEXT
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IRIS CTI Manual
Out Going Call Details Message From IRIS

The Out Going Call details Message is sent by the IRIS to the PMS/HIMS and carries all the
information about the call made from any of the subscriber line.
FIELD
LENGTH
COMMENT
STX
START OF TEXT
MESSAGE TYPE
CO Number
TTTTTTTT
Call Terminator
EEEEEEEE
Call Start Time
HH:MM:SS
Call Duration
MMM:SS
Detected 16 Khz Pulses
XXXXX
Call Start Date
DD:MM:YY
Dialed Tele Number
16
NNNNNNNNNNNNNNNN
Account Code / Call

Originator
10
8 Digit with with brackets
ETX
END OF TEXT
Important: This is the default packet of the outgoing call. However various field of the
outgoing packet can be interchanged or disabled through system programming.
Note: Please read the following examples carefully because this message carries extra space
fields between the data fields. While processing this message will take care of it CBS /
PMS/HMS.
1
10
30
50
70
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20
40
60
H
2
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IRIS CTI Manual

It must be noted that EEEEEEEE is the call terminator & OOOO is the out call terminator.
Call terminator will be in rounded brackets always.
If the call is made using the system feature `Virtual Telephony, out call packet will be as
follows
1
10
30
50
70
20
40
1
H
2
60
Here ABCD is the account code & this code will always be within the square brackets.
If the outgoing calls are made using the system feature `Walk Call, call originator & call
terminator will be the extension number which was dialed for `Walk Call.
Note: Receipt and validity of the Out going Calls details Message must be verified by
HMS/PMS in the form of CALL ACK or CALL NACK message. Additionally, if HMS/PMS is
not able to handle or accept the Out Going Calls Details Message than HMS/PMS will not
send CALL ACK/NACK message to IRIS. In this scenario IRIS will assume as Calls
Processing System Malfunctioning, and further transmission of Out Going Calls Details
Message will be stopped till Call ACK or Call NACK Message is received.
If IRIS receives the CALL ACK for the sent call packet, it will mark that call as
Àcknowledged' in its buffer. Note that this acknowledged call also, will not be deleted from
the IRIS buffer by the IRIS. IRIS deletes the calls in its buffer as per FIFO concept. Ie if the
buffer is fulfilled than IRIS will omit the oldest call in its buffer to store the latest call.
If IRIS does not receive the call ACK of the sent call packet, IRIS will stop sending any
further calls & will continue to save the calls in its buffer. As a call has been sent by IRIS
for which it did not receive the ACK ie the next time CBS/PMS/HMS starts, CBS/PMS/HMS
will send the CALL NACK (after handshaking packet) to recieve the call that was sent by
IRIS earlier.
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IRIS CTI Manual
Incoming Calls Integration - From IRIS

Incoming calls also can be integrated with the CBS. CBS can integrate the incoming call
packet. It must be noted that IRIS will generate the incoming call packet only if the Caller Line
Identification is captured on the trunk.
The moment incoming call is terminated, an incoming call packet will be sent to the CBS /
HMS. IRIS will generate the incoming call packet for answered & unanswered call both.
Field
Length
Comment
Start of Text
Message Type
CO Number
TTTTTTTT
Call Terminator
EEEEEEEE
Call Start Time
HH:MM:SS
Call Duration
MMM:SS
Not Applicable
Not Applicable
Call Termination Date
DD:MM:YY
Caller Line Identification
16
NNNNNNNNNNNNNNNN
Answered / Unanswered
10
Rounded brackets for answered &

qsuare brackets for unanswered call.
End of Text
Note: Please carefully read the following packet because this message carries extra spaces
between data fields. CBS / PMS/HMS while processing this message will take care of it.
The message will be as follows for answered call :
1
10
30
50
70
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20
40
60
H
2
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IRIS CTI Manual

For unanswered call, incoming call packet will be
1
10
30
50
70
40
60
20
1
H
2
Note the following for the integration of the incoming call packet a) For incoming call packet, incoming SMDR has to be activated in the IRIS through
system programming.
b) IRIS does not require any request from CBS / HMS for the incoming packet (except
handshaking packet i.e. %H$).
c) If Caller Line Identification is captured on the trunk that also will be sent with the
incoming packet.
d) The moment incoming call is terminated, an incoming call packet will be sent to the
CBS / HMS.
e) Incoming call packet will be sent only for the answered calls.
f)
IRIS does not keep the incoming call packet in its buffer. As soon as a incoming call
packet is generated, it will be sent to CBS.
g) IRIS does not expect any acknowledgement from the CBS/HMS for the same.
h) If CBS / HMS is not capturing the incoming call packet, it will be lost.
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IRIS CTI Manual
Budgetting On Extensions - From CBS / PMS / HMS

An extension can be budgeted for a predefined amount or on 16KHZ pulses. The Message
is sent from PMS/HMS to the IRIS to enable & disable the budgeting.
The Message Form is:
Field
Length
Comment
Stx
Start Of Text
Message Type
Extension Number
Old Number
Budgeting Amt
Budgeting Amount
Blanks
Blanks
Etx
End Of Text
Example:
To enable the budgeting:
%
Here EEEEEEEE is the extension no. & AAAA can be 0000 to 9999.
IRIS will send the acknowledement as follows
To disable the budgeting:
%
Here EEEE is the room extension no. & DDDD will be DDDD only.
To add additional amount to the already budgeted room extension:
%
Here EEEE is the room extension no. & A will be A only & XXX is the added amount. A
Maximum of Rs. 999 can be added.
Important: IRIS supports two types of budgeting
a) Amount based budgeting
b) 16Khz based budgeting
Type of budgeting (amount based or 16khz pulses based), will be defined through IRIS
system programming. If amount based budgeting is enabled, AAAA or XXX will be the
amount & if 16KHZ-type budgeting is enabled through system programming, AAAA & XXX
will be treated as number of 16 khz pulses in place of amount.
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IRIS CTI Manual

Note: IRIS will verify acceptance and validity of the Message with extension no. in form of
Budger ACK or Budget NACK packet.
The format of the Budgeting ACK Packet is,
%
Where `G indicates `Success. This above packet intimates that the `V packet for the
Extension EEEEEEEE is accepted.
The format of the Budgeting NACK Packet is,
%
Where È indicates the Èrror. This above packet intimates that the `V packet for the
extension EEEEEEEE is not accepted. `X is the error code.
Important: IRIS will send the ACK & NACK packet only if the length of the Q packet is
correct.
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IRIS CTI Manual
Budgeting On Virtual Telephony From CBS / PMS / HMS

Note that budgeting on virtual telephony can be done through CBS only.
If a call is made through account code, account code also will be sent with the call packet.
CBS has to maintain a database for the account codes with the user names, dialling right
control, & allotted budgeting amount as well as expired budgeting amount.
All the calls, made through account code, will be sent by IRIS to the CBS. Please note that
call packet will be standard (as explained earlier).
CBS has to calculate the call charges as per the received call packet & CBS has to reduce
the call amount from his budget.
On expiry of the budgeting amount, CBS will send a packet to IRIS to withdraw the dialling
right for that particular account code.
If budgeting amount is added or re-allocated the CBS has to send the budget packet again to
update to open dialling right for that account code.
As complete control is with CBS, for budgeting on account codes, CBS should run all
the time.
As the call charges are calculated after receiving the call packet from the IRIS,
current call will not be disconnected. Decision will be taken only after receiving the
call packet.
Following is the Call Packet:
1
10
30
50
70
20
40
60
H
2
Important:
EEEE is the call terminator extension no.
If ÀBCD' is the account code.
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IRIS CTI Manual

To control the account code, packet will be:
Field
Length
Comment
STX
Start of Text
Message Type
Account Code
ABCD
Indicates A/C Services
À'
Dialing Right
As Per Dialout Table
Blank Entry
10
Blank
ETX
End Of Text
Message will be as follows:

1
%
2
Q
3
A
4
B
5
C
6
D
7
A
8
X
9
$
Where X is the desired dialing rights whose value can be 0 to 6.

For Example, if budgeting amount of account code `1234' is expired, CBS has to send the
following packet to close the dialling right of the account code 1234:
1
%
2
Q
3
1
4
2
5
3
6
4
7
A
8
0
9
$
If some more budgeting amount is added for the account code `1234' for having ISD rights,
CBS has to send the following packet to change the dialling right of the account code 1234:
1
9
$
IRIS also will send the acknowledgement for the above request in the form of ACK or NACK.
The format of the ACK packet will be,
%
Where `G indicates `Success. This above packet intimates that `Q packet for the account
code ABCD is accepted & its dialing rights have been set as D.
The format of the NACK packet will be,
%
Where È indicates the Èrror. This above packet intimates that the `Q packet for
theaccount code is not accepted. `X is the error code.
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IRIS CTI Manual

Important: IRIS will send the ACK & NACK packet only if the length of the Q packet is
correct.
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IRIS CTI Manual
Voice Link Messages - From IRIS

This Message is sent by IRIS IVDX to PMS/HMS and informs PMS/HMS that a voice link or
voice communication is set up between two parties. Parties can be any of the service
extensions, Room phones, KTSs or Junction lines. Since voice communication requires
minimum of two involvements, therefore two parties are always reported. If voice
communication breaks down and gets re-established then also the Voice Link Message is
sent again. This message is sent as soon as communication starts.
FIELD
LENGTH
COMMENT
STX
START OF TEXT
MESSAGE TYPE
VOICE LINE
Call Originator (Trunk or Ext. No.)
VOICE LINE
Call Receiver (Trunk or Ext. No.)
ETX
END OF TEXT
Example:
The following message will be sent by IRIS IVDX for the following details.
Room Number :
Service Phone :
2016
40
10
Where EEEEEEEE is the call originator port & YYYYYYYY is the call receiver port.
Important:
IRIS will send this message only if this feature is activated with the IRIS through system
programming. To get this message, HMS has to send the handshaking message to IRIS
IVDX i.e. %H$ once.
This also must be noted that IRIS does not keep this packet saved in its buffer. As soon as a
voice link is established in the IRIS, a voice link message will be sent to the client
application.
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IRIS CTI Manual
Fault Booking Integration - Bidirectional

A subscriber can book a fault through his or a neighbouring extension. A fault, booked by
any subscriber, can be interfaced with CBS. Handshaking packet %H$ is required (if not sent
earlier).
IRIS keeps all the booked faults in its buffer & sends all the faults to CBS on CBS's request.
To book a fault, subscriber has to dial the fault booking code followed by the fault no. in 4
digit. By default fault-booking code is `81'.
Fault Numbers will be decided by the CBS developer i.e. client application. For this, CBS has
to maintain a database. IRIS IVDX will register that fault No. with the extension no. from that
fault was booked.
If the phone of a subscriber is totally dead, he can book the fault from a neighbouring phone.
In such a case he should dial his phone number only. The booked fault packet will show the
valid extension number in place of the fault code. Now the CBS can verify from its database
that if the fault code is a valid extension number it means that extension is dead.
Following is the fault request packet that will be sent by the CBS:
FIELD
LENGTH
COMMENT
STX
START OF TEXT
MESSAGE TYPE
Type of Request
`S' for send
Blank
15
Blank
ETX
END OF TEXT
To download the booked faults from the IRIS, following packet will be sent by the CBS1
10
9
$
Now IRIS will send all the fault strings from its buffer. The format of the fault string that will
be sent by IRIS IVDX will be
FIELD
LENGTH
COMMENT
STX
Start of Text
MESSAGE TYPE
Extension Number
EEEEEEEE
Dialed Fault Code
DDDDDDDD
ETX
END OF TEXT
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IRIS CTI Manual

For example, if a subscriber had booked `81 followed by 12345678', fault string will be %
Where EEEE is the extension no. & 12345678 is the fault code that was dialled by the
subscriber. Now CBS has to decode this fault code with its database & CBS can generate
various reports.
After sending all the fault strings, IRIS IVDX will send the following packet to inform CBS
that all the booked faults packets have been sent to CBS
%
After receiving this packet, CBS has to send the following strings to delete all the fault
packets that were saved in the IRIS IVDX buffer.
%
This will clear all the fault packets from the IRIS IVDX buffer. Please note that IRIS IVDX
will not clear the saved fault packets in its buffer until CBS is sending the clear packet.
On booking of any fault, MSG LED glows on the RECEPTION KTS. After clearing the entire
fault booking strings through serial port, that also will be OFF.
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IRIS CTI Manual
HMS Integration
Hotel management software can be integrated with the IRIS IVDX. On integrating the HMS
with IRIS, following features can be utilized through HMS a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
Checking-In a room
Local / STD / ISD Rights
Outgoing calls details
Incoming Calls Details
Checking-Out a room
Wake up alarm
Call Budgeting
Room Shifting
Temporarily Chk-In / Check-Out
Private Line
Malicious Call Tracing
HMS data base
Check-In
Whenever hotel reception executive checks-in a guest in his HMS, HMS has to send a fixed
message to IRIS IVDX also through the serial port. On receiving the CHK-IN packet from
HMS, IRIS IVDX will allow the outward dialing to that particular room automatically.
Local / STD / ISD Calls Dialing Rights

Now guest can make the outgoing calls from his room phone itself. While checking-in a room,
desired dialing rights (as per the guest request) also can be defined through HMS. HMS has
to send the packet for the same (after sending Chk-In Packet).
Outgoing Calls Details

All the calls made by the guest from his room phone, will be saved in the IRIS IVDX call
buffer. IRIS IVDX can send all the outgoing call details to HMS. HMS has to request for the
same to IRIS IVDX. Note that IRIS IVDX can not send the call charges. The HMS itself will
calculate call charges. For call charges calculation, HMS has to maintain a data base in
which all the STD/ISD/group dialing codes will be defined along with the pulse rate.
Call Budgeting
A guest can be budgeted for the outgoing calls to avoid the misuse of the phone. Budgeting
amount will have to be defined with the CHK-IN packet.
Except Check-In packet, budgeting can be enabled through different packets also.
Check-Out
The moment, a guest is being checked-out by HMS, a packet has to be sent by HMS to IRIS
IVDX also so that dialing rights will be withdrawn from that room phone. If any call is in
process that call also will be disconnected immediately.
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IRIS CTI Manual

After checking-out a guest HMS has to raise a hotel bill to the guest. As all the call details are
with HMS already so call charges also can be included in the guest bill.
HMS can have a option to print the call billing details or only total call charges because guest
can ask to have the call details that he had made from his room.
Wake Up Alarm
Wake up alarm call can be set for a room through HMS. HMS has to send a packet for the
same to the IRIS IVDX.
Temp Chk-In / Chk-Out

Any guest can ask hotel executive to lock his room phone for the outward dialing to avoid the
misuse of the room phone. For the same, HMS should have a option `Temp Chk-Out', & a
packet will be sent by HMS to IRIS IVDX. Temporary chk-out locks the room phone only for
the outward dialing. No other setting will be disturbed on temp chk-out.
Whenever guest comes back, he will be prompted to open his room phone for outward
dialing. HMS will send a packet to resume the outward dialing.
Room Shifting
If a guest is shifted to another room, all the calls that were made by the guest from the old
room, will be shifted to the new room. & automatically the old room will be checked-out & new
room will be checked-in. Guest name , etc also will be shifted to the new room (if defined
while checking-in).
Private Line
A guest can ask the hotel to allot a trunk line only for him. This trunk line will be known as
private line for his room extension. All the incoming calls coming through a private line, will
land in the guest room directly & only the guest can access his private line for DOD.
Malicious Call Trace

IRIS IVDX will send the link messages to the HMS so that HMS can keep a track of the
internal calls also (Extension to extension call). This feature will help hotel management to
avoid and trace any malicious calls in the hotel.
For this feature, HMS has to send the handshaking packet initially. After activating this
feature with IRIS IVDX through system programming, IRIS IVDX will send the link
messages to HMS. HMS has to capture & manage that packet.
Database Packets
This Message is sent by IRIS IVDX to inform PMS/HMS to update its database depending
upon the information entered from the Room.
It helps in keying in information in a paper less and automated environment. This information
is generated when a code (57) followed by any three digit number (database information) is
dialed from the room by the room boy. IRIS IVDX will send an equivalent packet to the
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IRIS CTI Manual

HMS. HMS should have a database through which, HMS will decode the packet &
accordingly, update the HMS.
IRIS provides a total of 1000 numbers combinations, which can be handled by PMS/HMS
depending upon the scenario or design.
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IRIS CTI Manual
HMS Power Up Message - FROM HMS

This message is sent by CBS/PMS/HMS to inform IRIS IVDX that PMS/HMS has been
activated. If IRIS IVDX is also running then it will revert back to CBS/PMS/HMS with Power
on ACK message. This will ensure uplink between IRIS IVDX and PMS/HMS. This message
can be sent any number of times.
Field
Length
Comment
STX
Start Of Text
Message Type
ETX
End Of Text
HMS Power Up Ack Message - From IRIS

This message is sent by IRIS IVDX to acknowledge the CBS/PMS/HMS power on message.
This message informs PMS/HMS that the IRIS IVDX system is also switched on and ready to
accept requests from CBS/PMS/HMS. Whenever IRIS IVDX receives PMS power on
message, IRIS IVDX will send this PMS power on ACK message.
This will ensure that the link between IRIS IVDX and PMS/HMS is up.
FIELD
LENGTH
COMMENT
STX
START OF TEXT
MESSAGE TYPE
ETX
END OF TEXT
The moment, CBS / PMS / HMS receives the ack message from IRIS IVDX; CBS/HMS/PMS
has to send the `Call negative ack message' to IRIS IVDX.
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IRIS CTI Manual
Check-In Message From HMS

The Check-In Message is sent from HMS to the IRIS IVDX and it carries, upon Check- In the
relevant change in dialing rights (Room restriction) and Guest Name for Caller Name
Identification.
Field
Length
Comment
Stx
Start Of Text
Message Type
Room Number
Any Valid Room No.
Guest Name
12
Advance
Blank If Budgeting Is Not Enabled.
Etx
End Of Text
Check-In packet will be

1
10
20
Example:
In the following example, HMS sends the check in message for the guest with the following
details.
Room Number :
Guest Name
:
Advance taken :
2016
Rajeev Nair
Nil
1
%
2
I
3
2
4
0
5
1
6
6
3
A
4
A
5
A
6
A
7
$
10
1
R
2
A
3
J
4
E
5
E
6
V
8
N
9
A
20 1
I R
Important: If budgeting is enabled on the desired room extension, defined amount will be
treated as the budgeting amount.
Note: IRIS will verify Receipt and validity of the Message with room number in form of PMS
ACK or NACK message.
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IRIS CTI Manual

The ACK packet for the Check-In packet will be,
%
The NACK packet for the Check-In packet will be,

%
Where X is the error code.
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IRIS CTI Manual
Dialing Rights Message From HMS

Dialing rights, message is sent from PMS /HMS to the IRIS IVDX to change the dialing rights
of the guest. This dialing right can be set immediately or at the time of the next Check- in for
that room.
Action to be taken immediately on sending of the string or delayed action i.e. after next
command for next check-in will be defined through the dialing rights style table as below.
FIELD
LENGTH
COMMENT
STX
START OF TEXT
Message Type
Room Number
EEEEEEEE
Dialing Right Effect
Ì for Immediate
Ò for next Checking-In
Day Dialing Right
Night Dialing Right
Filler
BLANK ONLY
ETX
END OF TEXT
Dialing Rights are as follows No Out going Allowed.

As per the defined in dial
All type of calls allowed
out digit table through system

programming.
programming.
programming.
programming.
programming.
Message will be as follows

1
9
$
Example:
In the following example The PMS/HMS sends the class of service message for the guest
with the following details.
Room Number
Day Dialing Right
Night Class of Service
Effect
1
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:
:
:
2016
3
5
Immediate
5
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IRIS CTI Manual

%
Note: IRIS will verify Receiving and validity of the Message with room number in form 0fPMS
The ACK packet for the dialing rights packet will be,
%
The NACK packet for the dialing rights packet will be,
%
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IRIS CTI Manual
Out Going Call Details Message From IRIS

The Out Going Call details Message is sent by the IRIS IVDX to the PMS/HIMS and carries
all the information about the call made from any of the subscriber line.
FIELD
LENGTH
COMMENT
STX
START OF TEXT
MESSAGE TYPE
CO Number
TTTTTTTT
Call Terminator
EEEEEEEE
Call Start Time
HH:MM:SS
Call Duration
MMM:SS
Detected 16 Khz Pulses
XXXXX
Call Start Date
DD:MM:YY
Dialed Tele Number
16
NNNNNNNNNNNNNNNN
Account Code / Call Originator
10
8 Digit with with brackets
ETX
END OF TEXT
Important: This is the default packet of the outgoing call. However various field of the
outgoing packet can be interchanged or disabled through system programming.
Note: Please read the following examples carefully because this message carries extra space
fields between the data fields. While processing this message will take care of it CBS /
PMS/HMS.
1
10
30
50
70
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20
40
60
H
2
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IRIS CTI Manual

It must be noted that EEEEEEEE is the call terminator & OOOO is the out call terminator.
Call terminator will be in rounded brackets always.
If the call is made using the system feature `Virtual Telephony, out call packet will be as
follows
1
10
30
50
70
20
40
1
H
2
60
Here ABCD is the account code & this code will always be within the square brackets.
Important :
If ÀBCD' is in rounded brackets then this is the call originators extension but if it is in
squared bracket than it is the account code.
Note: Receipt and validity of the Out going Calls details Message must be verified by
HMS/PMS in the form of CALL ACK or CALL NACK message. Additionally, if HMS/PMS is
not able to handle or accept the Out Going Calls Details Message than HMS/PMS will not
send CALL ACK/NACK message to IRIS IVDX. In this scenario IRIS IVDX will assume as
Calls Processing System Malfunctioning, and further transmission of Out Going Calls
Details Message will be stopped till Call ACK or Call NACK Message is received.
If IRIS IVDX receives the CALL ACK for the sent call packet, it will mark that call as
Àcknowledged' in its buffer. Note that this acknowledged call also, will not be deleted from
the IRIS IVDX buffer by the IRIS IVDX. IRIS IVDX deletes the calls in its buffer as per
FIFO concept. Ie if the buffer is fulfilled than IRIS IVDX will omit the oldest call in its buffer
to store the latest call.
If IRIS does not receive the call ACK of the sent call packet, IRIS will stop sending any
further calls & will continue to save the calls in its buffer. As a call has been sent by IRIS
for which it did not receive the ACK ie the next time CBS/PMS/HMS starts, CBS/PMS/HMS
will send the CALL NACK (after handshaking packet) to recieve the call that was sent by
IRIS earlier.
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Incoming Calls Integration - From IRIS

Incoming calls also can be integrated with the CBS. CBS can integrate the incoming call
packet. It must be noted that IRIS will generate the incoming call packet only if the Caller Line
Identification is captured on the trunk.
The moment incoming call is terminated, an incoming call packet will be sent to the CBS /
HMS. IRIS will generate the incoming call packet for answered & unanswered call both.
Field
Length
Comment
Start of Text
Message Type
CO Number
TTTTTTTT
Call Terminator
EEEEEEEE
Call Start Time
HH:MM:SS
Call Duration
MMM:SS
Not Applicable
Not Applicable
Call Termination Date
DD:MM:YY
Caller Line Identification
16
NNNNNNNNNNNNNNNN
Answered / Unanswered
10
Rounded brackets for answered &

qsuare brackets for unanswered call.
End of Text
Note: Please carefully read the following packet because this message carries extra spaces
between data fields. CBS / PMS/HMS while processing this message will take care of it.
The message will be as follows for answered call :
1
10
30
50
70
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20
40
60
H
2
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IRIS CTI Manual

For unanswered call, incoming call packet will be
1
10
30
50
70
40
60
20
1
H
2
Note the following for the integration of the incoming call packet i)
For incoming call packet, incoming SMDR has to be activated in the IRIS IVDX
through system programming.
j)
IRIS IVDX does not require any request from CBS / HMS for the incoming packet
(except handshaking packet i.e. %H$).
k) If Caller Line Identification is captured on the trunk that also will be sent with the
incoming packet.
l)
The moment incoming call is terminated, an incoming call packet will be sent to the
CBS / HMS.
m) Incoming call packet will be sent only for the answered calls.
n) IRIS IVDX does not keep the incoming call packet in its buffer. As soon as a
incoming call packet is generated, it will be sent to CBS.
o) IRIS IVDX does not expect any acknowledgement from the CBS/HMS for the same.
p) If CBS / HMS is not capturing the incoming call packet, it will be lost.
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Check Out Message From HMS

This Message is sent from PMS/HMS to the IRIS IVDX and it changes the CHK-OUT status
of a room / extension. If a room / extension is checked-out, that extension cannot access
trunk lines for outgoing calls.
Field
Length
Comment
STX
Start Of Text
Message Type
Room Number
Eeeeeeee
Filler
Blanks Only
ETX
End Of Text
Check-Out message will be

1 2
% O
3
E
4
E
5
E
6
E
7
E
8
E
9
E
0
E
9
$
Example:
In the following example The PMS/HMS sends the check Out message for the guest with the
following details.
Room Number
1 2
% O
:
3
2
2016
4
0
5
1
6
6
9
$
Note: IRIS will verify Receipt and validity of the Message with room number in the form of
PMS ACK or NACK message.
The ACK packet for the Check-Out packet will be,
% G
The NACK packet for the Check-Out packet will be,

% E
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IRIS CTI Manual
Wake Up Alarm Message From HMS

This Message goes from PMS/HMS to the IRIS & carries the request for a wake up alarm
service for the desired room.
FIELD
LENGTH
COMMENT
STX
START OF TEXT
MESSAGE TYPE
ROOM NUMBER
EEEEEEEE
ALARM HOUR
HH
ALARM MINUTES
MM
BLANKS
Blanks
ETX
END OF TEXT
Wakeup alarm message will be
9
$
Example:
In the following example The PMS/HMS sends the wake up message for the guest with the
following details.
Room Number :
Alarm Hour
:
Alarm minutes :
2016
12
40
9
$
Note: IRIS will verify Receipt and validity of the Message with room number in form of PMS
The ACK packet for the Alarm Packet will be,
% G

% E

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Also note that alarms can be set for next 24 hours only. If above message is sent at 12:40:00
or later (as per IRIS IVDX time) than wake up call will be performed on the next day only.
Alarm time should be in the 24 hours format only.
To cancel the Alarm
To cancel an alarm setting on an extension, following packet will be sent with the minute 60
1
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$
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IRIS CTI Manual
Room Shift Message From HMS

The Message is sent from PMS/HMS to the IRIS to change the room number associated with
a guest who has already been checked in earlier.
Field
Length
Comment
STX
Start Of Text
Message Type
Old Room Number
EEEEEEEE
New Room Number
EEEEEEEE
ETX
End of Text
Room Shift Message will be

1
E'
E'
E'
E'
E'
E'
E'
E'
Example:
In the following example The PMS/HMS sends the Room Shifting information as Room Move
message for the guest with the following details.
Old Room Number
New Room Number
:
:
2016
2017
9
$
IRIS will verify Receipt and validity of the Message with room number in form of PMS ACK or
NACK message.
The ACK packet for the Room Shift Message will be,
% G

% E
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IRIS CTI Manual
Temporary Check In/Out Message - From HMS

This Message is sent by PMS/HMS to the IRIS IVDX and carries the-request for a temporary
check in/Out to change only Class of service as per normal Check in/0ut request respectively.
Field
Length
Comment
STX
Start of Text
Message Type
Room Number
EEEEEEEE
Temporary Request
Ì for IN & Ò for Out
Filter
Blanks
ETX
End of Text
Temp Chk-In & Temp Chk-out message will be

1
E I/O
9
$
Example:
In the following example The PMS/HMS sends Temporary check in message for the guest
with the following details.
Room Number
Temporary Request
:
:
2016
Temporary Check-In
9
$
In the following example The PMS/HMS sends Temp Chk-Out message for the guest with the
following details.
Room Number
Temporary Request
:
:
2016
Temporary Check-Out
9
$
IRIS will verify Receipt and validity of the Message with room number in form of PMS ACK or
NACK message.
The ACK packet for the Temp Check-In/ Out Message will be,
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IRIS CTI Manual

% G
The NACK packet for the Temp Check-In/ Out Message will be,
% E
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IRIS CTI Manual
HMS Database Update Message - From IRIS

This Message is sent by IRIS IVDX to inform PMS/HMS to update its database depending
upon the information entered from the Room.
This information is generated when a code (57) followed by any three digit number (database
information) is dialed from the room. This message helps in keying in information in a paper
less a environment and helps in a faster response.
IRIS provides total 1000 number of combinations (000 to 999) which can be handled by
PMS/HMS depending upon the scenario or design.
Field
Length
Comment
STX
Start of Text
Message Type
Room Number
EEEEEEEE
Filter
Blank
Database Information
ABC
ETX
End of Text
The format of the packet will be as follows-
Example: If room boy dials 123 followed by the feature code of the HMS Report from an room
extension no. 2224, IRIS will send the following packet to HMS.
Now HMS has to decode the received database information.

It must be noted that IRIS can send any of the 3 digits as decided by the HMS developer.
For example, if HMS developer has decided following HMS database codes for the explained
reasons, room boy has to dial the code accordingly.
i.e.
120 - Room Cleaned.

121 - Cleaner in the room.
122 - Toilet cleaned.
123 - Bed to be changed.
124 - Cleaning Started.
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IRIS CTI Manual

125 - Room to be cleaned.
126 - Hot water not available.
127 - any other information.
128 - -do129 - -doWhenever Cleaner enters into the room, he/she will dial 873121 and when cleaning is
finished he/she will dial 873120.
The PMS/HMS will get the following messages.
After receiving the above packet, HMS should not allot this room to new guest. & as soon as
following packet is received by HMS, HMS can allot this room to any of the guest.
Note: This message does not require any request from HMS.
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IRIS CTI Manual
IRIS Power Up Message - From IRIS

This message is sent by IRIS to inform HMS/PMS that IRIS is switched on and ready to
accept requests from PMS/HMS. This message is required if HMS is already running on the
computer. The moment HMS/PMS receives the IRIS POWER UP MSG, HMS has to send
the handshaking message i.e. %H$. If HMS/PMS is not sending the handshaking packet, link
between IRIS & HMS/PMS will not be up.
This will ensure the uplink between IRIS and PMS/HMS. This message is sent only once
when IRIS is switched on.
FIELD
LENGTH
COMMENT
STX
START OF TEXT
MESSAGE TYPE
ETX
END OF TEXT
Important: Once HMS receives the IRIS Power Up packet, HMS should send HMS power up
massage & Call Nack Massage.
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IRIS CTI Manual
HMS / PMS Shut Down Message - From HMS

This message is used to inform IRIS that PMS/HMS has been shut down & no further
requests will be sent. After receiving this message IRIS will return to its normal operating
mode. IRIS will remain in normal mode until HMS/PMS sends HMS/PMS Power on Message
i.e. %H$ again.
FIELD
LENGTH
COMMENT
STX
START OF TEXT
MESSAGE TYPE
ETX
END OF TEXT
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IRIS CTI Manual
Voice Mail Integration

IRIS can be integrated with external dialogic based Voice Mail. Voice Mail System can be
integrated with any of the PBX either in `Supervisory Mode or `Non Supervisory Mode.
In Supervisory Mode, all the control will be done by the Voice Mail System. In this type of
mode, there will be no integration between PBX & Voice Mail System. Whenever a call is
going to voice mail system, voice mail system will consider that call as a fresh call. Voice mail
will supervise the call.
With Non Supervisory mode, PBX will instruct the Voice Mail System for the corresponding
action. Whenever a call is attended by the Voice Mail, PBX will instruct the Voice Mail for the
type of the call & accordingly Voice Mail will play the corresponding message.
The most effected way to integrate the voice mail with a PBX, is Non Supervisory Mode.
With Non Supervisory mode, there are two ways with PBX to instruct the voice mail for the
type of the call.
a) Integration with Inband Signaling.
b) Integration with Outband Signaling.
With Inband integration, PBX instructs the Voice Mail through the same extension through
which call is going to voice mail.
With outband signaling, call will go to the voice mail through the extension & signaling will go
through the serial port of the MCC.
IRIS supports inband as well as outband signaling. Any voice mail system can be integrated
with IRIS either through analog extensions or E1 or PRI. Inband signaling can be used with
analog extensions only.
Voice Mail Integration with Inband Signaling

IRIS will generate the inband signaling (dtmf signalling) while the call is being diverted to
voice mail extensions only. Following are the inband signaling which will be generated by
IRIS on various incidents.
Direct Internal Call (DIC).
Direct External Call (DEC).
Diverted Internal/External Call On No Reply (DVIR).
Diverted Internal/External Call On Busy (DVIB).
End Of Call (EOC).
`# is the string termination.
DIC will be generated by the IRIS IVDX on calling VMAIL extensions by another extensions.
An extension user will call VMAIL extension either for accessing his mailbox or to change his
extensions greeting. By def. DIC string is 11 Ext No. #.
DEC will be generated by the IRIS IVDX while an incoming trunk call is required to be
attended by the voice mail for WELCOME GREETING of the organization. DEC string will
instruct voice mail to play the WELCOM GREETING. By default, DEC string is 22#.
DVIR will be generated by IRIS IVDX while an internal or external call is forwarded to the
VMAIL ports from any unanswered extension. Note that `system feature `Call forward no
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IRIS CTI Manual

reply should be activated on every extension. DVIR string will instruct VOICE-MAIL to open
the mail box of forwarding extension to store the voice message from caller. By default DVIR
string is 33 EXT #.
DVIB will be generated by IRIS IVDX while an incoming or outgoing call is forwarded to
VMAIL extensions from a busy extension (Note that busy extension had set the feature `Call
Forward Busy to VMAIL Ext). By default, DVIB string is `44 EXT #.
EOC will be generated by IRIS IVDX while IRIS IVDX is releasing the VMAIL port. By default
EOC string is 554#
Database required in IRIS for inband signaling

All the extensions connected to the dialogic should be defined as Voice Mail Extension. To
define the same, command is,
Set ext <ext no.> vmail
All the above strings are programmable. To change the various strings, command is,
set sys vms <X> <Y>
Where
`X
1
2
3
4
5
For Direct Internal Call `DIC

For Direct External Call `DEC
For Diverted internal on no reply `DVIR
For Diverted internal on busy `DVIB
For End of call ÈOC
& `Y is the string notification followed by extension notification & string termination.
Extension notification is `%s & String Termination is `#. Note that `s is in lower case only.
For example, if DIC string is required as `6666 followed by extension no. & #, this will be set
by the following command,
set sys vms 1 6666%s#
In this example, String notification is `6666 in 4 digit.
Extension notification is `%s i.e. 2 character.
Termination is `# i.e. single character.
Note that for the setting of the various strings, the maximum length of the `Y can be 7.
Means string notification can be in 4 digit maximum. For good result, define the string
notification in single digit.
Defined VMAIL strings can be viewed by the command `show sys device.
show sys device
Device List :
USER : 032 - 222
JUNCTION : 128 - 158
DSP
: 006 - 028
VSN
: 028 - 032
RECP 2032 Day S'visor 2032 Night S'visor 2032 Alarm Fail 2032
VMS Strings:[ DIC. 11%s#][ DEC. 22#][DV/N. 33%s#][DVBS. 44%s#][ EOC. 554#][ x1.
][ x2. ][ x3. ][ x4. ][ x5. ]
Clock State: NPRI
show sys Fault/acts/device/libs/msgs/wtab/ulsta,d
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IRIS CTI Manual
Message Light ON/OFF

If a voice message is stored for an extension in his mailbox, VMAIL has to send the
MESSAGE LIGHT ON string to the IRIS IVDX through VMAIL ports. For this VMAIL has to
send the following strings.
Message Light ON
183 EXT 1
When the voice message is deleted by that extension user after hearing the stored voice
message, VMAIL has to send the string for turn off the MSG LIGHT.
Message Light OFF
183 EXT 0
The message light on/off code, can be changed either by the flex command or by the port
command.
i.e.
set flex 183 <Flex> or
set port 72 3 <Flex>
Important: It is recommended not to activate the Call Forward busy feature on extensions.
Because if Call forward busy is activated, all the internal calls also will go to VMAIL ports
immediately on calling any busy extension.
So to avoid this case, VMAIL should work in semi-supervisory mode means supervisory
mode only for busy case. Means if VMAIL finds an extension busy for an external call, VMAIL
should not transfer this call blindly. VMAIL should play the busy message itself.
Keeping the VMAIL integration in mind, we have modified one of system feature also i.e. `Call
forward no reply can be forwarded to ACD also. Note that Call forward no reply can be set
through only PI.
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IRIS CTI Manual
Voice Mail Integration with Outband Signaling

IRIS can be integrated with Voice mail with outband signaling. For outband signaling, IRIS
will send the desired input to the voice mail application through the lower serial port of the
Main Controller Card (MCC).
IRIS will send the desired input to the voice mail application only if `serial voice mail is
enabled with the IRIS. To enable the serial voice mail, command is
set sys feat 7
Now enable the ACD sever also. Command is,
set sys acdsrv
Enable CSTA for all extensions. To enable the same, command is,
set ext <ext no.> csta
After setting above commands, IRIS will keep on sending the port status to the voice mail
systemin advance to the voice mail system. To send the ports information, IRIS will send the
following packet.
Now whenever a call is going to Voice Mail extension, as soon as VM dialogic picks up the
call, IRIS will send the outband string to VM through serial port.
Direct Internal Call (DIC).
Direct External Call (DEC).
Diverted Internal/External Call On No Reply (DVIR).
Diverted Internal/External Call On Busy (DVIB).
IRIS will generate the Outband string for all the above incidents. IRIS generates the voice
mail packets in HEX format.
IRIS will generate the the various port numbers if a specific format known as `DialNum. To
understand the voice mail packets, let us understand the definition of dialnum.
The Definition of Dial Num
The Extension dial numbers are coded to DTMF BCD and stored as double word.
Dial Numbers shorter than defined number of digits are padded with zeroes.
If the Invalid or un-allocated Dial Numbers are 0000 0000H or FFFF FFFFH
The format of dial numbers (directory numbers, DNs) is in double words up to 8
digits.
In the messages the format is:
Word (separated in two bytes) LSB MSB
Example 1234 = 34 12
Double word (separated in four bytes) LSB1 LSB2 MSB1 MSB2
Example 12345678 = 78 56 34 12
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In the messages certain messages will require that any numbers less than 4 digits in
length, when words are used or less than 8 digits when double words are used, have
the numbers padded with zeroes to fill them out to the required maximum number of
digits.
Word (separated in two bytes) LSB MSB
Example 234 = 34 02
Double word (separated in four bytes) LSB1 LSB2 MSB1 MSB2
Example 12345 = 45 23 01 00
Following is the outband packet for the VM.

Field
Length
Comment
STX
Start of Text (25)
Message Type
39
Voice Mail Port
Voice Mail Extension Number through

which call is coming to Voice Mail. It is
is <dial num> format.
Redirect Port
This is the extension number from

where the call is forwarding to Voice
mail. This field will remain blank for
DIC & DEC. It is is <dial num> format.
Reason
Caller Type
It intimates the type of caller whether

the Voice Maill port is called by Digital
Ext or Ananlog Extension or any trunk.
1X - Internal Caller.
2X - External Caller.
3X - Shared Resource.
The value of X can by anything & it can
be ignored.
Caller Line
Identification
16
Maximum 16 digits
ETX
End of Text (24)
01
02
03
04
DIC
DEC
DVIR
DVIB
<STX> <Packet Id> <VM Port (dial num)> <Redirect Port(Dial Num) > <Reason> <Caller
Type> <CLI> <ETX>
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IRIS will generate the outband packet for Ènd of Call
<STX> <Packet Id> <VM Port> <ETX>
Field
Length
Comment
STX
Start of Text (25)
Message Type
37
Voice Mail Port
This is the extension number through

which call was landed to Voice Mail. The
format of the <VM port> is as per the
`Dial Num definition.
ETX
End of Text (24)
An example for DIC packet - If an extension i.e. 12345678, makes an internal call to the
voice mail extension i.e. 4567, IRIS will generate the following DIC string to Voice Mail 1
10
20
25
39
67
45
00
00
78
56
34
12
01
1X
34
35
36
37
00
00
00
00
00
00
00
00
00
00
00
00
24
An example for DEC packet - when an external call is landing to voice mail, IRIS will
generate the following DEC string to Voice Mail. Here also Voice Mail extension number is
4567 & the detected CLI is 9891499202.
1
10
20
25
39
67
45
00
00
00
00
00
00
02
2X
39
38
39
31
34
39
39
32
00
02
00
00
00
00
00
00
24
An example for DVIR packet If an unanswered call of an extension 2117 is forwarded to

voice mail, IRIS will generate the following outband packet. Assuming that the voice mail
extension is 4567 & the CLI detected was 9891499202.
1
10
20
25
39
67
45
00
00
17
21
00
00
03
2X
39
38
39
31
34
39
39
32
00
02
00
00
00
00
00
00
24
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IRIS CTI Manual

An example for DVIB packet - IRIS will generate the following packet, if a call is forwarded
from a busy extension (2117) to the VM extension (4567). Assuming that VM extension is
4567.
1
10
20
25
39
67
45
00
00
17
21
00
00
04
2X
39
38
39
31
34
39
39
32
00
02
00
00
00
00
00
00
24
Important: It must be noted that all the extensions should be enabled for `Call forward busy
to VM extension. But it is not recommended to activate the Call Forward busy feature on
extensions. Because if Call forward busy is activated, all the internal calls also will go to
VMAIL ports immediately on calling any busy extension.
mode only for busy case. Means IRIS will keep sending the busy port status to VM in
advance. When external caller dials any desired extension number after getting the greeting
message, VM should check the current status of the dialed extension with its lof file. if that
extension is found busy with the voice mail log file, VM should play the busy message
immediately.
Ports Status
IRIS will send the port status through following packet
Field
Length
Comment
STX
Start of Text (25)
Message Type
31
Dial Num1
It is the extension number on which activity is

happening. The format of the <dialnum1> is as
per the `Dial Num definition.
State
Shows the current state of the port <dial num1>
Dial Num2
If any port is connected to dialnum1, connected

port will be sent as dial num2. Its format is as
per the `DialNum definition.
<STX> <Packet Id> <Dial Num1> <Stat> > <Dial Num2> <ETX>
Following are the details of the state of the ports.
State Code
0
1
6
7
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State Name
Idle
Wrap
Wait Num
Read
Description
Port is free.
Wrap up state
Port is off-hook
Dialing is going on
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IRIS CTI Manual

10
11
24,2526
12,56
18,33,35
29,32
36,37
38,40
44,45
48,49
60
21,22
50,55,59
Other States
Wrap
Call
Ring
Talk
Hold
Port is calling others

Port is ringing
Port is connected
Port is on hold.
Release
Port is being released
QUE
Busy
Port is queued
Port is busy with non-acd
Activities.
Call Transfer by Voice Mail

Once it is decided by the voice mail that the desired extension number is free, voice mail has
to transfer the call to the desired extension. For this, there are two way to transfer the call
a) Voice Mail can flash the voice mail extension through dialogic & dial the extension
number in DTMF.
b) Voice Mail can generate the packet to the IRIS through serial port. After receiving the
packet, IRIS will transfer the call himself. This type of transfer is known as `Serial
Transfer.
IRIS expects the following packet from the Voice Mail for performing the `Serial Transfer
FIELD
LENGTH
COMMENT
STX
START OF TEXT
MESSAGE TYPE
Extension Number
EEEEEEEE
Dial A Key Code
Key Code
BLANKS
Blanks
ETX
END OF TEXT
The format of the packet becomes

% K E E E E E E E E K X
Where EEEEEEEE is the voice mail extension in 8 digits.

K
is the `dial a key code & it is a key word.
X
is the Key codes. Key Codes are as follows 0 - 9 - Dial codes.
*, # - not allowed.
F - Hook flash.
R To release the line
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IRIS CTI Manual

It must be noted that this packet has to be generated by voice mail for every digit for flashing
the line.
For example, if voice mail extension 4567 has to transfer a call to a free extension no. 2025,
voice mail has to follow the steps
Step 1
To flash the line

% K 4 5 6 7
K F
Now voice mail extension will be flashed by IRIS.

Step 2
Dial 2
% K 4 5 6 7
K 2
K 0
K 2
K 5
IRIS will dial 2.

Step 3
Dial 0
% K 4 5 6 7
IRIS will dial 0.

Step 4
Dial 2
% K 4 5 6 7
IRIS will dial 2.

Step 5
Dial 5
% K 4 5 6 7
IRIS will dial 5.

Step 6
Release the voice mail extension.

% K 4 5 6 7
K R
It must be noted that all the packets are case & space sensitive.
Important All the packets will work only if `CSTA is enabled for all the voice mail
extensions.
To define the same, command is set ext <ext no.> csta.
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IRIS CTI Manual
Message Light ON/OFF

If a voice message is stored for an extension in his mailbox, VMAIL has to send the
MESSAGE LIGHT ON string to the IRIS IVDX through VMAIL ports. For this VMAIL has to
send the following strings.
Message Light ON
183 EXT 1
When the voice message is deleted by that extension user after hearing the stored voice
message, VMAIL has to send the string for turn off the MSG LIGHT.
Message Light OFF
183 EXT 0
The message light on/off code, can be changed either by the flex command or by the port
command.
i.e.
set flex 183 <Flex> or
set port 72 3 <Flex>
Important: It is recommended not to activate the Call Forward busy feature on extensions.
Because if Call forward busy is activated, all the internal calls also will go to VMAIL ports
immediately on calling any busy extension.
mode only for busy case. Means if VMAIL finds an extension busy for an external call, VMAIL
should not transfer this call blindly. VMAIL should play the busy message itself.
Keeping the VMAIL integration in mind, we have modified one of system feature also i.e. `Call
forward no reply can be forwarded to ACD also. Note that Call forward no reply can be set
through only PI.
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IRIS CTI Manual
CSTA Information For CRM

For a call center application, IRIS can generate the CSTA information of the extensions which
can be captured by the client application named CRM (Customer Relationship Management)
for popping up the agents nodes (PC).
As soon as a call is offered to an extension, IRIS will generate the CSTA packet for that
extension along with the CLI. A notification also will be provided for internal or external call.
For Internal Call
1
10
20
Where EEEEEEEE is the extension number where call is offered.

+
For internal Call.
NNNN. CLI in 15 bytes.
For external Call,
10
20
20
Where EEEEEEEE is the extension number where call is offered.

NNNN. CLI in 16 bytes.
If CLI is not detected by the IRIS, `No CLI will be sent in the packet.
1
10
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IRIS CTI Manual

If an extension is transferring a outgoing trunk call to another extension, IRIS will generate
the internal call packet as explained above & the moment transferring extension is coming
out, external call packet will be generated.
IRIS will generate the CSTA packet for the queued call also. If an internal call is in queue to a
busy extension, IRIS will generate the following packet.
1
10
20
If an external call is in queue, IRIS will generate the following packet

1
10
20
Any front-end application can capture these strings & that customized application can pop-up
the node of the agent with the information related to the external caller. So these strings are
very useful in case of a call center.
Important: IRIS will generate the above strings only for those extensions for whom CSTA is
enabled. To enable the same , command is,
set ext <ext no.> csta
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IRIS CTI Manual

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IRIS CTI Manual

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IRIS CTI Manual

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IRIS CTI Manual

Hardware Interface ....................................................................................7

Voice Mail Integration ..................................................................45

IRIS CTI Manual

CSTA Information For CRM............................................................................55

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IRIS CTI Manual

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IRIS CTI Manual

Call Billing Software Integration

CBS/PMS/HMS Power Up Message - From IRIS

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IRIS CTI Manual

Call Nack Message (Call Nack) From CBS / PMS

Out Call Ack Message (Call Ack) From CBS / PMS

The Message Format is:

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IRIS CTI Manual

IRIS Power Up Message - From IRIS

CBS / PMS Shut Down Message - From CBS / PMS

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IRIS CTI Manual

Out Going Call Details Message From IRIS

Call Start Time

Detected 16 Khz Pulses

Call Start Date

Dialed Tele Number

Account Code / Call

8 Digit with with brackets

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IRIS CTI Manual

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IRIS CTI Manual

Incoming Calls Integration - From IRIS

Call Start Time

Call Termination Date

Caller Line Identification

Rounded brackets for answered &

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IRIS CTI Manual

Coral Telecom Ltd.

IRIS CTI Manual

Budgetting On Extensions - From CBS / PMS / HMS

IRIS CTI Manual

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IRIS CTI Manual

Budgeting On Virtual Telephony From CBS / PMS / HMS

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IRIS CTI Manual

Indicates A/C Services

As Per Dialout Table

Message will be as follows:

Where X is the desired dialing rights whose value can be 0 to 6.