SpitFire Help Desk :: CTI32 - Basic Operations

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CTI32 - Basic Operations

I. Finding and Opening the CTI32 Configuration Utility
II. Ensuring the CTI32 Service Starts Automatically
III. Stopping and Starting CTI32
IV. Making Test Calls with CTI32

Introduction

CTI32 is the telephony engine that is used in conjunction with SpitFire for configurations using PRI, SIP, E1 lines and Text to Speech.
This software is installed and configured by SpitFire Tech Support and is configured to run as a Service in Windows that automatically starts when Windows is booted.
In most cases, you will not need to modify this software it in any way but if, you do, it is strongly recommended to work with Technical Support to do that.
However, it may be necessary to do things like verify that the CTI32 Service has been set to run automatically in Windows, to stop and start the CTI32 software to reset lines that may be stuck and/or to make test calls in CTI32 to check if your phone lines are working. This article will describe the basics of how to do each of these functions.

I. Finding and Opening the CTI32 Configuration Utility

If CTI32 is installed on your Dialer, you will see the CTI32 Config Utility icon on the Desktop or under Start-->Programs-->CTI32 Telephony Toolkit.

Double-click to open the CTI32 Config Utility software.

The CTI32 Engine Status should always say, "Running". If it is not, then the SpitFire software will not be able to dial.

CTI32 Service running:

CTI32 Service NOT running:

To start the Service, simply click the Start Service button and, after a few seconds, the Status will change to Running.

II. Ensuring that CTI32 Service Starts Automatically

As mentioned above, this service should start with Windows but if it does not, then it may be that the Service has not been set to run automatically.

1. To check this, first go to the Services Viewer for Windows by clicking on Start-->Settings-->Control Panel-->Administrative Tools.
Then double-click on Services.

2. In the Services window, look for the CTI32 Telephony Engine entry in the list of services. The list should be in alphabetical order.

3. Right-click on the CTI32 entry and click on Properties. Then look for the Startup type in the middle of the window.

4. Click the drop-down menu for Startup type and change it to Automatic if it is set to Manual or Disabled.

5. Click OK and close all other windows you opened in the process.

III. Stopping and Starting CTI32

As mentioned above, it may be necessary to be able to stop and restart the CTI32 service in cases where lines are stuck or if T1/PRI circuits need to be reset.
Note: Make sure you have closed ALL SpitFire Campaign windows before doing this procedure.

The quickest and easiest way to stop the CTI32 Service is to end the process in Task Manager.
1. Right-click on the Windows TaskBar at the bottom of your screen and click on Task Manager.

2. Click on the Processes tab in Task Manger and sort the Processes by the Image Name column by clicking on Image Name.

3. You are looking for the Process named cti32svc.exe. Select it by clicking on it in Task Manager.

4. Click End Process at the bottom, right-hand corner of the screen. When you click that it will ask you to confirm by clicking Yes or No. Click Yes.

5. Once that is done, the Service will be stopped and this can be confirmed by looking at the CTI32 Engine Status.

6. At this point, if you also need to stop and start the Dialogic Configuration Manager, to reset the T1 cards, you can do that as well.
Important: If you are going to stop and start Dialogic Configuration Manager, you MUST always stop the CTI32 Service, FIRST.

7. Double-Click on the Configuration Manager - DCM icon on the Dekstop or go to Start-->Programs-->Intel Dialogic System Software-->Configuration Manager - DCM.

8. Click OK on the window that comes up in front of the DCM window.

9. Here we can see the cards running and you will click the Stop button to begin the process to stop the cards.

10. Once the cards have stopped...

11. You can click the green button, at the top of the window to start the cards up again.

12. After a few minutes (depending on the number of Dialogic cards) the cards will go back to a Running status again.

Now you start the CTI32 Service again.

13. Click Start Service to start the CTI32 Service again. It will say Running almost immediately after clicking this but please wait for about 30 seconds before starting SpitFire.

IV. Using CTI32 to Make Test Calls

CTI32 has a utility for making individual calls in order to test lines on the Dialer. This can be useful if you suspect a problem with the PRI circuit, SIP trunks, etc but you don't want to actually launch a Campaign to test the lines.

1. In the CTI32 Config Utility screen, click on the Launch Monitor button.

2. This will open the Telephony Monitor window.

3. Here you can select a line to dial with by clicking on the line to highlight it and then clicking Test Dial... below the lines. This will open the Dial Out Test window.

4. The phone number you want to dial should be entered into the top field. This should be the exact digits that need to be dialed with no dashes.
If you are using a PRI or SIP trunks which support (or in some cases require) the CallerID to be defined by the Dialer, enter that phone number in the second field.
For the Call Progress, always select the 2-Use Perfect Call option.
Click OK once this is filled out and the call process will be begin.

5. You can track the progress of the call in the main, Telephony Monitor window.

Call begins and we see Dialing...

6. Call completed and line is back into idle state, Waiting For Call. The LastCallResult shows the result of the last call made.
In this example, the Dialer is using analog lines and there was no line plugged into port 1. The result then is CR_NORB which stands for No Ringback. In other words, no Dial Tone was detected on the line. Other examples of calls failing would be CR_ERROR if the circuit is down or CR_BUSY if the line is busy.

7. Here is the result when calling on line 2 which does have Dial Tone:

CON_PVD indicates a positive voice detection; either the called party saying "Hello" or some message that sounded like a human saying hello.
If this result is displayed but your phone did not ring, then it may be that either you are dialing the wrong amount of digits (ie dialing a 1 but you only need to dial the 10 digit phone number) or the service may be down and the Dialer is getting a message from the Carrier saying something to this effect.

Note: If the call does ring your phone, and you say, "Hello", you will be greeted with a standard message file that exists in the CTI32 Engine. Don't worry, it is not something that would ever play via the SpitFire software. It only plays when testing in CTI32 in the manner discussed above.

8. Close the CTI32 Configuration Utility when done. This window does not need to be open in order for the SpitFire software to work.