This chapter covers the following topics:
The Oracle Telephony SDK Integrated Test Utility is a tool for testing the Telephony Adapter implementation, which is loaded and run by the Oracle Telephony Adapter Server. The Telephony SDK Integrated Test Utility contains user interfaces for running the Oracle Telephony Adapter Server, the Verification Tool, the TeleDevice Test Utility, Switch Simulator, and the Javadoc. Developers can use the Oracle Telephony SDK Integrated Test Utility to test the full functions of the TeleDevice implementations.
The Oracle Telephony SDK Integrated Test Utility interface has five tabs:
Oracle Telephony Adapter Server, for configuring and running the Oracle Telephony Adapter Server
Verification Tool, for configuring and running the TeleDevices
TeleDevice Test Utility, for configuring and running the TeleDevice and softphone
Switch Simulator, for configuring and running the switch simulator
Help, which displays the Javadoc
Use the following procedures to start and stop the Oracle Telephony SDK Integrated Test Utility.
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Obtain the Oracle Telephony SDK Zip file.
Update the SDK_JRE_HOME environment variable in the file sdkenv.cmd to point to a JDK installation, such as D:/jdk1.2.2.
Steps
Navigate to the directory oracle/apps/cct/bin.
The Oracle Telephony Adapter SDK Integrated Test Utility appears, opened to the Oracle Telephony Adapter Server tab > Server sub tab.
To stop the Oracle Telephony SDK Integrated Test Utility, close the Oracle Telephony Adapter SDK Integrated Test Utility window.
By default each main tab (excluding Help) of the Oracle SDK Integrated Test Utility includes a Log window that shows the progress and completion of configurations. To view the log messages in a separate, individual window, right click in the Log window and select Undock. The Log window detaches as a smaller, separate window that contains the log messages.
To close the separate log window and restore the log file to the main Log window, right click in the separate window and select Dock.
To clear log messages, right click in the selected log window and select Clear.
The Oracle Telephony SDK Integrated Test Utility's Oracle Telephony Adapter Server user interface consists of the Server tab, to stop Oracle Telephony Adapter Server and to configure and view logs, and the Middleware tab, and configure CTI middleware.
Note: Oracle Telephony Adapter Server cannot be started in the Middleware tab.
Use the following procedure to configure the Oracle Telephony Adapter Server log.
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Install and configure Oracle Telephony Adapter SDK.
Select the Oracle Telephony Adapter Server tab > Server sub tab.
From the Log Level list, select one of the four log levels:
error, to print only error messages
warning, to print error and warning messages
info, to print error, warning and information messages
verbose, to print all messages
In the Log Directory field, enter the directory path of the log file. The log file created by Oracle Telephony Adapter Server is named using the pattern OTASyyyymmdd_hhmmss.log. The default directory is oracle/apps/cct/bin/log.
Select File > Save to save the configuration.
In the Oracle Telephony SDK Integrated Test Utility, the Oracle Telephony Adapter Server middleware configuration consists of three types of data:
Data that Oracle Telephony Adapter Server requires to load the correct type of adapter, which includes the Middleware Type, Library Name and Factory Class Name.
Custom data that the adapter requires to be connected to the third-party CTI middleware systems, which includes IP addresses, ports and custom attributes. This data is passed to the TeleDeviceFactory.init() method.
Dialing data in the Dialing section that Oracle Telephony Manager requires to generate the local dial string based on the location from which the call is placed. Typically, developers are not required to use the data in the Dialing section.
Use the following procedure to configure middleware.
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Install and configure Oracle Telephony Adapter SDK.
In the Oracle Telephony SDK Integrated Test Utility, select the Oracle Telephony Adapter Server tab > Middleware sub tab.
The Middleware page appears.
Do one of the following:
For an adapter developed in Java:
All other fields are passed to the TeleDeviceFactory.init() method as key-value pairs stored in a Hashtable. The hashtable keys used for each field are defined in interface Constants (for Java) and occt_pub.h (for C) and are listed in the following table.
Field | Hashtable Key (Java) |
---|---|
Passive mode | KEY_PASSIVE_MODE |
CTI Server IP Address 1 | KEY_CTI_SERVER_IP_1 |
CTI Server IP Address 2 | KEY_CTI_SERVER_IP_2 |
CTI Server Port 1 | KEY_CTI_SERVER_PORT_1 |
CTI Server Port 2 | KEY_CTI_SERVER_PORT_2 |
Adapter Server Info 1 | KEY_ADAPTER_SERVER_INFO_1 |
Adapter Server Info 2 | KEY_ADAPTER_SERVER_INFO_2 |
Adapter Server Info 3 | KEY_ADAPTER_SERVER_INFO_3 |
Adapter Server Info 4 | KEY_ADAPTER_SERVER_INFO_4 |
Adapter Server Info 5 | KEY_ADAPTER_SERVER_INFO_5 |
Adapter Server Info 6 | KEY_ADAPTER_SERVER_INFO_6 |
Domestic Dialing Prefix | KEY_DOMESTIC_PREFIX |
International Dialing Prefix | KEY_IDD_PREFIX |
Outgoing Prefix | KEY_OUTGOING_PREFIX |
Site Overlay | KEY_SITE_OVERLAY |
Site Area Code | KEY_SITE_AREA_CODE |
Site Country Code | KEY_SITE_COUNTRY_CODE |
Site Internal Number Length | KEY_SITE_INTERNAL_NUM_LENGTH |
Site Local Number Maximum Length | KEY_SITE_LOCAL_NUM_MAX_LENGTH |
Select File > Save to save the configuration.
Use the following procedures to start and stop the Oracle Telephony Adapter Server of the Oracle Telephony SDK Integrated Test Utility.
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Install and configure Oracle Telephony SDK.
Configure the CTI middleware.
To start Oracle Telephony Adapter Server, use the following procedure.
In the Oracle Telephony Adapter Server window select the Server tab.
Click Start.
Oracle Telephony Adapter Server launches as a background Java process and uses the current middleware configuration to start. A log file appears in the Oracle Telephony Adapter Server Log window.
Note: Any configuration changes made while Oracle Telephony Adapter Server is running will not take effect until Oracle Telephony Adapter Server is stopped and restarted.
To stop Oracle Telephony Adapter Server, use the following procedure.
In the Oracle Telephony Adapter Server window select the Server tab.
Click Stop.
The Oracle Telephony Adapter Server background process terminates. The log file remains open in the Oracle Telephony Adapter Server Log window.
The Verification Tool automates testing the adapter implementation by performing the following functions:
Runs a series of common test cases and validates an implementation
Reads a test case file written in proprietary Oracle internal syntax
Executes the series of steps in the test case sequentially
Waits and collects the events after each step in the test case
Verifies the collected set of events with the expected set of events (from the solutions file) for every test step
Prints the result of the verifications in the Results file and in the log window
Use the following procedure to configure the settings in the Verification Tool Control tab, including starting and stopping the verification process, and configuring input and output files and log levels.
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Implement the telephony adapter.
Select the Verification Tool tab > Control sub tab.
The Control page appears.
In the Solutions File field, enter or browse for the default solution file Solutions.txt. The path is oracle/apps/cct/scripts directory. To use a different solutions file, enter the full path and file name of the file in the Solutions File box. The solutions file contains the expected events and event details for every SDK API invocation and compares the collected events at runtime with the expected events.
In the Test Cases File field, enter or browse for the default test case file TestCases.txt in the directory oracle/apps/cct/scripts. The Test Cases file contains the listing of all the test cases that the Verification Tool will execute. Each line in this file points to a specific script file. Each script file name should be either the absolute file name or relative to the bin directory of the installation. Optionally, to use a different test case file, enter the full path and file name of the file in the Test Cases File field. You can edit the TestCases.txt file to modify the order of Script files to execute, and add or drop a script file to execute.
In the Results File field, enter or browse for the default results file output.txt. The Results File is the output file to which the Verification Tool writes results. Optionally, to use a different results file, enter the full path and file name of the file in the Results File field.
From the Log Level list, select one of the four levels of logging sensitivity.
Error: Error messages only
Warning: Error and warning messages
Info: Error, warning and informational messages
Verbose: All messages
From the Event Delay Threshold list select the number of seconds that the Verification Tool must wait between executing every two steps in a script. Set the value of the EventDelay Threshold to correspond to greater than or equal to the time delay between command execution and event reception for your telephony platform.
Select File > Save to save the configuration.
Use the following procedure to configure the Verification Tool settings in the Configure tab, including the agent and teleset and route point numbers that are required to run the tool.
Implement the telephony adapter.
Configure the Verification Tool Control tab settings.
Select the Verification Tool tab > Configure sub tab.
The Configure page appears.
The Verification Tool uses three telesets (Agent A, Agent B and Agent C) for most of the test cases. In the Linen Extn# fields, enter the line extension number of each teleset.
For each teleset, enter the AgentLoginId, AgentPassword, and AgentQueue. The Verification Tool uses these configuration values to log in to each teleset before executing the scripts.
Some test cases involve outbound calls to external numbers and inbound calls from external numbers. In the External Numbers fields, enter external telephone numbers which the Verification Tool can use to make calls and answer calls to verify the ANI and DNIS values for the events collected in those test cases.
Some test cases involve making calls to Busy Numbers and Invalid Numbers. In the Busy & Invalid Numbers fields enter the telephone numbers that the Verification Tool can use to verify the ANI and DNIS values for the events collected in those test cases.
The Verification Tool uses two route points, one active and one passive, for testing the RoutePointDevice implementations. In the Active RP # field, enter the extension number of an active route point. In the Passive RP # field, enter the extension number of a passive route point.
Select File > Save to save the configuration.
To start the Verification Tool, use the following procedure.
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Install the Verification Tool.
Select the Verification Tool tab > Control sub tab.
Click Start.
The Verification Tool uses the current configuration and starts as a background process. The log file appears in the Verification Tool Log window.
Note: Any changes you make while the Verification Tool is running will not take effect until you stop and restart the Verification Tool.
To stop the Verification Tool, use the following procedure.
Select the Verification Tool tab > Control sub tab.
Click Stop.
The background process terminates.
TeleDevice Test Utility is an interface for controlling and monitoring TeleDevices. Developers can use TeleDevice Test Utility as a client to Oracle Telephony Adapter Server, and invoke API methods on TeleDevice implementations. Events that are sent by TeleDevice implementations are received by TeleDevice Test Utility and displayed on the user interface. Additionally, developers can use TeleDevice Test Utility to launch the softphone and perform unit testing for TelesetDevice implementations.
The user interface consists of the following components:
Left device tab for configuring and starting TeleDevice clients
Top right side contains multiple internal frames (one per Device)
Bottom right side message window for displaying messages
These components are illustrated in the following figure.
TeleDevice Test Utility Interface
To configure a device, right click on it to open a menu and select an option: Assign, Deasign, Connect, Disconnect, Launch Softphone, or Dispose Softphone, as shown in the following illustration.
TeleDevice Configuration Options
Each TeleDevice simulates a communication channel between an Oracle component and the third-party component, through the different SDK interfaces.
Represents a Teleset device in Oracle Telephony Adapter Server, and simulates the channel between Oracle Telephony Manager and Oracle Telephony Adapter Server. Use this TeleDevice only for Standard or Advanced Integration.
Represents a Route Point device in Oracle Telephony Adapter Server, and simulates the channel between Inbound Telephony Server and Oracle Telephony Adapter Server. This TeleDevice should only be used for Advanced Integration.
Represents a Dialer device in Oracle Telephony Adapter Server, and simulates the channel between Advanced Outbound Dial Server and Oracle Telephony Adapter Server. Use this TeleDevice only for Standard or Advanced Integration with Oracle Advanced Outbound.
Represents a Teleset device in a third party provider's process, and simulates the channel between Media Provider Plug-in (in the Universal Work Queue Client process space) and the third party provider. Use this TeleDevice only for Basic Integration.
Represents an Oracle Universal Work Queue Client plug-in, and simulates the channel between Oracle Universal Work Queue Client, and the third-party provider. Use this TeleDevice only for Basic Integration.
Each of the Oracle SDK Integrated Test Utility TeleDevice tabs has a table of ten rows. Each row represents a TeleDevice object. The TeleDevice objects must be associated to specific configurations to be able to connect to Oracle Telephony Adapter Server. This association is called "Assign" in the TeleDevice Test Utility. Developers can assign up to ten devices.
Use the following procedure to assign a TelesetDevice.
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Successfully start Oracle Telephony Adapter Server.
Select the TeleDevice Test Utility tab.
The Device page appears.
Select the Teleset sub tab.
Select the Device or Devices to assign.
Right click on the selected rows.
A menu appears.
Choose Assign.
The Assign Teleset window appears.
Enter the three extension numbers.
Click OK.
The TeleDevice Test Utility Log window displays the progress and completion of the assignments.
Use the following procedure to assign a Route Point Device.
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Successfully start Oracle Telephony Adapter Server.
Select the TeleDevice Test Utility tab.
The Device page appears.
Select the Route Point sub tab.
Select the Device or Devices to assign.
Right click on the selected rows.
A menu appears.
Choose Assign.
The Assign RoutePoint window appears.
Enter the Route Point Number.
Optionally, if you want this route point to receive route requests, click Route Requested.
For Nortel Meridian with Intel CT Connect/NetMerge Call Processing Software only, in the Immediate Treatment field specify the immediate treatment of inbound calls arriving at this route point CDN (Control Directory Number). Enter ##R for ringback, ##M for music, or ##S for silence.
For Nortel Meridian with Intel CT Connect/NetMerge Call Processing Software only, if music treatment (##M) is specified in step 7, in the Music Route Number field specify the route number of a music source that is configured in the Meridian PBX. Enter # followed by a two-digit route number specified in hexidecimal. For example, if the music route number is 10, then enter #0A in the Music Route Number field.
Click OK.
The TeleDevice Test Utility Log window displays the progress and completion of the assignments.
Use the following procedure to assign a Dialer.
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Successfully start Oracle Telephony Adapter Server.
Select the TeleDevice Test Utility tab.
The Device page appears.
Select the Dialer sub tab.
Select the Device or Devices to assign.
Right click on the selected rows.
A menu appears.
Choose Assign.
The Assign Dialer window appears.
Enter the Dialer ID and Vdu ID. Dialer ID is the ID to uniquely identify this Dialer Device. Vdu ID is the ID to identify the Vdu that the Dialer Device will control.
Press OK.
The TeleDevice Test Utility Log window displays the progress and completion of the assignments.
Use the following procedure to assign a Basic Teleset.
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Successfully start Oracle Telephony Adapter Server.
Select the TeleDevice Test Utility tab.
The Device page appears.
Select the Basic Teleset sub tab.
Select the Device or Devices to assign.
Right click on the selected rows.
A menu appears.
Choose Assign.
The Assign Basic Teleset window appears.
Enter the 3rd Party url, Agent ID, Teleset ID and Listener Port.
Click OK.
The TeleDevice Test Utility Log window displays the progress and completion of the assignments.
Use the following procedure to assign a UWQ Plug-in.
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Successfully start Oracle Telephony Adapter Server.
Select the TeleDevice Test Utility tab.
The Device page appears.
Select the UWQ Plug-in sub tab.
Select the Device or Devices to assign.
Right click on the selected rows.
A menu appears.
Choose Assign.
The Assign UWQ Plug-in window appears.
Enter the Agent ACD ID, Agent ACD Password, Agent ACD Queue, Listener Port, 3rd Party url, Reconnect Interval(sec), and Log Level.
Agent ACD ID: The Agent ACD ID to log in to the switch
Agent ACD Password: The Agent ACD Password to login into the switch
Agent ACD Queue: The Agent ACD Queue to log in to the switch
Listener Port: The Listener port for Basic SDK HTTP Listener
3rd Party url: Third-party URL implementing the Callout handling
Reconnect Interval: Number of seconds before the Basic SDK Plug-in tries to ping or reconnect to the third-party URL
Log Level: Error, warning, info, or verbose
Click OK.
The TeleDevice Test Utility Log window displays the progress and completion of the assignments.
When a TeleDevice is assigned, the next step is to connect it to Oracle Telephony Adapter Server. Use the following procedure to connect a TeleDevice.
Note: Check that Oracle Telephony Adapter Server is started and running before connecting a TeleDevice.
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Assign at least one TeleDevice.
Select the appropriate TeleDevice tab: Dialer, UWQ Plug-in, Basic Teleset, Teleset, or Route Point.
Right click on the TeleDevice that you want to connect.
A menu appears.
Choose Connect.
If the TeleDevice has connected successfully, a TeleDevice internal window appears, as shown in the following illustration.
TeleDevice Window
The message window shows that "RoutePoint X successfully connected" or "Teleset X successfully connected." Other TeleDevices display similar windows and messages.
Removing a device assignment is called deassigning. Use the following procedure to deassign a TeleDevice.
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Assign at least one TeleDevice.
Select the appropriate TeleDevice tab (Dialer, UWQ Plug-in, Basic Teleset, Teleset, or Route Point).
Right click on the TeleDevice that you want to deassign.
A menu appears.
Select Deassign.
The configuration associated with the row is deassigned and removed.
In the Event History window you can view up to thirty events that are sent by TeleDevice object implementations and cached.
To open the Event History window, open a device message window (see Connecting and Disconnecting a TeleDevice) and select Event > Event History, as shown in the following illustration.
Event History Option
The Event History window opens, showing any event messages.
You can invoke API methods for TelesetDevice, RoutePointDevice, DialerDevice, BasicTelesetDevice, and UWQPluginDevice.
Use the following procedures to invoke API methods for TeleDevices.
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Connect TeleDevice.
In an opened TeleDevice internal message window, select Method.
The Methods menu appears, as shown in the following illustration for the Dialer method.
Methods Options
Select a method.
For some methods, no result is apparent. For other methods, a window appears.
If a window appears, then enter the required information in the fields.
Click OK.
RoutePointDevice invokes the following methods:
assignMediaItemId
routeCall
TelesetDevice invokes the following methods:
makeCall
answerCall
releaseCall
holdCall
retrieveCall
loginAgent
logoutAgent
agentReadyOn
agentReadyOff
blindTransfer
consultationCall(Transfer)
completeTransfer
consultationCall(Conference)
completeConference
DialerDevice invokes the following methods:
Predictive Transfer
Drop Call
Make Predictive Dial
Withdraw Dial
Play Message
UWQ Plug-in invokes the following methods:
Make Call
Next Work
Cancel Work Request
Login Agent
Logout Agent
Basic Teleset invokes the following methods:
Make Call
Agent Ready
Agent Not Ready
Login Agent
Logout Agent
Register Agent
Unregister Agent
Use the following procedure to disconnect a TeleDevice.
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Connect a TeleDevice.
Select the appropriate TeleDevice tab (Dialer, UWQ Plug-in, Basic Teleset, Teleset, or Route Point).
Right click on the TeleDevice that you want to disconnect.
A menu appears.
Choose Disconnect.
To verify the softphone functionality, use the following procedures to launch and close the softphone.
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Assign a Teleset Device.
Select the TeleDevice Test Utility tab > Teleset sub tab.
In the Device column, right click on the applicable, assigned teleset device number.
A menu appears.
Select Launch Softphone.
The loginAgent window appears.
Enter the acdAgentId, acdAgentPassword and acdQueue.
Click OK.
The softphone interface opens.
Use the following procedure to close the softphone.
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None
Select the TeleDevice Test Utility tab > Teleset sub tab.
In the Device column, right click on the applicable teleset device number.
A menu appears.
Select Dispose Softphone.
The Agent Logout window appears.
Click OK.
The softphone interface closes.
The Switch Simulator is one of the Interaction Center server processes that is used in demonstration environments where a real switch is not available. The switch simulator supports teleset and route point functions, and three integration levels: Basic, Standard and Advanced.
In Standard and Advanced Integration, the Switch Simulator acts as a simulated switch that listens for Oracle Telephony Adapter's Server's teleset and route point commands (makeCall) and fake events (callRinging) to the appropriate teleset or route point extensions.
In Basic Integration, the Switch Simulator acts as a third party HTTP listener that listens for callouts from the Basic Telephony SDK plug-ins and fake HTTP and XML events to the appropriate Basic Telephony SDK plug-ins.
The Switch Simulator interface consists of two tabs:
Server tab, to start and stop the Switch Simulator server, and to configure and view logs.
Configure tab, the extension configuration for starting the Switch Simulator server.
Use the following procedures to start or stop the Oracle SDK Integrated Test Utility Switch Simulator.
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Configure the Switch Simulator.
In the Oracle SDK Integrated Test Utility, select the Switch Simulator tab > Server sub tab.
The Server page opens.
Do one of the following:
To start the Switch Simulator, click Start.
The Switch Simulator launches as a background Java process, and starts by using the current extension configuration.
To stop the Switch Simulator, click Stop.
The Switch Simulator background process terminates.
Use the following procedure to configure the Switch Simulator server settings.
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None
In the Oracle SDK Integrated Test Utility, select the Switch Simulator tab > Server sub tab.
The Server page opens.
Note: Any changes you make while the Switch Simulator is running do not take effect until you stop and restart the Switch Simulator.
Choose the extent of detail in the Switch Simulator Log by selecting a logging level:
error: Print only error messages.
warning: Print error and warning messages.
info: Print error, warning and informational messages.
verbose: Print all messages.
Optionally, you can configure the directory of the log file by typing the directory path into the Log Directory text box. To name the log file, use the pattern swsimyyyymmdd_hhmmss.log. The default directory is oracle/apps/cct/bin/log.
Configure the port number of the Switch Simulator by entering the port number in the Server Port field. This is the port number that Oracle Telephony Adapter Server uses to communicate with the Switch Simulator for Standard and Advanced Integration.
Configure the port number of the Switch Simulator HTTP listener by entering the port number in the HTTP Server Port text box. This is the port number that UWQ Client uses to communicate with the Switch Simulator in Basic Integration.
Select File > Save to save the configurations.
Use the following procedure to configure simulated extensions and route points.
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None
Select the Switch Simulator tab > Configure sub tab.
The Extensions and Route Points page appears.
In the Extension Range fields, enter extension ranges 1 through 3 for simulated telesets.
In the three Route Point fields, enter route point extensions for simulated route points.
Select File > Save to save the configurations.
Use the following procedure to configure the Oracle SDK Integrated Test Utility's Oracle Telephony Adapter Server settings for Standard Integration or Advanced Integration.
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Configure Oracle Telephony Adapter Server to connect to the Switch Simulator.
Configure the Switch Simulator.
Select the Oracle Telephony Adapter Server tab > Middleware sub tab.
The Middleware page opens.
From the Middleware Type list, select Java Adapter.
In the Factory Class Name field, enter
oracle.apps.cct.sdk.sample.advanced.SampleTeleDeviceFactory
In the CTI Server IP Address 1 field, enter the IP Address of the machine on which the Switch Simulator starts.
In the CTI Server IP Port 1 field, enter the Server Port (not the HTTP Server Port) of the Switch Simulator.
Select the TeleDevice Test Utility tab > Device sub tab.
The Device page opens.
In Teleset Device fields 1 through 3, assign extensions within the range that are the same as those configured in the Switch Simulator.
In the Route Point Status fields, assign Route Point Number to be one of the Route Point extensions that are configured in the Switch Simulator.
Select File > Save to save the configuration.
When developing Basic Integration, the Switch Simulator acts as the third-party provider that listens for callouts from UWQ Client. The Basic Teleset and UWQ Plug-in TeleDevices can be used to simulate connectivity between UWQ Client and the Switch Simulator.
Use the following procedure to configure the Oracle SDK Integrated Test Utility's Switch Simulator for Basic Integration.
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Configure the Switch Simulator.
Select the TeleDevice Test Utility tab > Device sub tab.
The Device page opens.
Do either a or b:
Select the Basic Teleset sub tab.
Right click on a Device that you want to configure.
A menu appears.
Select Assign.
The Assign Basic Teleset window opens.
In the 3rd Party url field, enter
http://<IP Address of Switch Simulator>:<HTTP Server Port of Switch Simulator>/
Select the UWQ Plug-in tab.
Right click on a Device that you want to configure.
A menu appears.
Select Assign.
The Assign UWQ Provider Plug-in window opens.
In the 3rd Party url field, enter
http://<IP Address of Switch Simulator>:<HTTP Server Port of Switch Simulator>/
Javadoc is a facility provided within the Java Development Kit that produces HTML documentation from a program. Javadoc reads the source code and parses specially formatted and positioned comments into documentation.
To access the Javadoc for Oracle Telephony Adapter SDK, select the Help tab in the Oracle Telephony SDK Integrated Test Utility.