I am not receiving my ACD data for RUBY

[Belinda Frick]

In this document we discuss RUBY integration when using RUBYTapi to
receive ACD data from the PABX. There are also PABX's which integrate
via PABX3 using an ACD plugin.

RUBYTapi is dependant on then tsp of your PABX to receive the
ACD data. Depending on your PABX, the device might have to be
configured under Windows in the TAPI software (for example Ericsson MD110 and BP).

TAPI/TSP of your PABX:

First step is to ensure that the tsp is sending all the ACD data
required. You can use our Monitor program to list the devices.
ALSO SEE: My MONITOR programme is not reflecting line or extension numbers when using TAPI.

RUBYTapi receives the ACD data from the TSP. If the TSP looses
the connection to the PABX and re-connects, RubyTAPI will reconnect
if it receives an instruction to reconnect. The TSP is supposed to
send this instruction via TAPI. All TAPI devices are supposed to close
their TAPI connection and open it again (re-initialize).

RUBYTapi won't log anything unless DEBUG logs are enabled. To test it:
please set to DEBUG logs,
pull out the network cable or break the connection somehow
and check the RubyTAPI logs for messages.

The messages will be:

"lineCallbackFunc: Received REINIT: dwParam2 = x"
if x is zero, RubyTAPI will attempt to re-initialize
if x is anything else, RubyTAPI will ignore the message,
and will not attempt to reconnect.

"HandleTAPIReinit(): Re-initializing TAPI"
Any errors that occur at this point will have the message:
"Error closing TAPI devices: " with a description of the error
"Error opening TAPI devices: " with a description of error

Once connectivity is re-established, RubyTAPI will print
the message:
"lineCallbackFunc(): Got TAPI data... now connected".

Turn off DEBUG logs again after testing is complete.

RUBYTapi:

Thereafter you need to configure the devices in RUBYTapi. Please
see the RUBY integration document for your PABX.

Sending data from RUBYTapi to TOPAZ:

There is no rawdata packet for CLI. It comes from RubyTAPI.
In the log (if set to DEBUG), you can see :

Location: C:\Program Files\Datatex\Ruby2
Log file name: dtxTAPI.log
Entry: 2007-02-20 13:02:38.171 -> SendToTopaz(): Sending T:153|1026|||Outgoing|Busy|

If this entry is not present the extension ACD data is not sent from RUBYTapi to TOPAZ.
The problem then lies with either RUBYTapi(check the configuration documentation) or
the TAPI for your PABX system(contact your PABX dealer).

Sending data from TOPAZ to RUBY:

In TOPAZ under '[DATA -> EXTENSION]', tick 'Ruby Extension' for each RUBY extension.
Please note that the tick must be in bold black (it must be black on white, and not
grayed out), else it is not enable. Untick and tick again - it must show black on white.
Each RUBY extension must have a user name, configure this in TOPAZ under '[DATA -> USERS]'