The SDK program summary
AltiGen's SDK is a complete API suite with sample applications for AltiGen's AltiContact Manager (ACM) software. The SDK is a free tool which does not include licenses or support. You can purchase run time licenses and SDK Development Support separately.  The SDK incorporates a run time license structure for concurrent sessions of basic APIs and Advanced Process Controls (APC). Licenses can be obtained from Authorized AltiGen dealers or developers. No test applications or sample code will connect to AltiServ or run until a run time license is installed, please see SDK Licensing for more details.

SDK software can be obtained from authorized AltiGen Resellers and Developers only.

AltiGen will offer support contracts independent of the tool kit including consultation, e-mail and post sales support, please see SDK Support for more information. If you have question about the capability of SDK or would like to know if the AltiGen SDK is right for your application, please send an email to sdksupport@altigen.com

SDK Run Time Licensing
The SDK licensing model in AltiContact Manager is based on the concurrent number of sessions connect ed to the  server.

SDK connection session licenses
This license allows x number of sessions of non-APC based applications  to login to a server. Applications using  the CallControl module, RTM module, Configuration Module, and voicemail Module will need this license to login to server. The number of sessions required depend on how many extensions will login to the server simultaneously.

For example, a customer would like to use CallControl API to build a client desktop call control capabilities into their own order processing application. Each desktop login will need one SDK connection session. (Screen pop integration using AltiAgent ActiveX API does not require the SDK license) If they have two shifts of operations, 30 agents in the first shift and 20 in the second shift, the customer only needs to buy minimum 30 sessions licenses to satisfy the concurrent connections.

SDK APC application session licenses
This  license allow s x number of sessions of APC based server application and x session of non-APC based client application logins to the server. Applications that require the APC modules typically are server-based applications that need to take control of the trunk inbound or outbound calls. Typical APC applications are IVR, outbound dialer, and outbound notification/alerting applications. To calculate how many application sessions are required, count the maximum number of trunks that will connect to APC based application at the same time.

For example, a customer has two T1 PRIs and would like to develop their own IVR using  the APC API. The estimated maximum numbers of trunks that will connect to  the IVR application are 20. They only need to purchase twenty sessions of application session. To purchase SDK run time licenses , please contact an authorized AltiGen dealer or developer.

SDK Support
For SDK pre-sales consultation, please email sdksupport@altigen.com For SDK development support, you need to have SDK support contract with AltiGen to submit SDK support cases. Our SDK support team will verify your contract before answering your case. To purchase SDK support contract, please send your request to sdksupport@altigen.com Email support is highly recommended for SDK problem reporting. The email address for SDK support is sdksupport@altigen.com . Email is generally responded to within 24 hours or sooner.

Application Process Control Module (APC)
For advanced server side call control application, like Advanced IVR, Outbound Dialing, Alerting, and Notification. The APC module allows you to build sophisticated add-on applications with the following
capabilities:

• Make outbound trunk calls and detect call progression tones, fax/
  modem/voice/busy/ring back.
• Ring an extension and transfer a call.
• Collect two trunk calls.
• Play voice files.
• Record voice to a file.
• Record a conversation.
• Switch call in and out of music on hold mode.
• Attach additional data along with a call.
• Logon to AltiServ to retrieve all workgroups’ and extensions’
• events with administrator security right.

From a licensing point of view, applications using the APC Module require an APC license to be able to connect to AltiGen’s server. All other non-APC applications only require basic SDK connection license.

Client Call Control Module (Call Control)
This module allows you to build a customized call control client. You can build the screen pop capability into your client application or a third-party client application with AltiView or AltiAgent type of call control and monitor capability. It contains the following capabilities:

• Dial, answer, hold, pickup conference and make call.
• Transfer call to external, extension, voicemail or IVR/AA.
• Set UserData that can be logged into CDR DB or transferred to
  another agent/extension.
• Push URL to a Webcall.

Real-Time Status Monitor Module (RTM)
The RTM module can be used to build an application for reader board display, to send alert to supervisor on workgroup status, or be part of custom agent/supervisor desktop application. The RTM module can be used for server side or client side applications to get the following workgroup real-time status:

• Current number of calls in queue.
• Total wait time in queue.
• Number of agents belong to group, currently logged in, how many ready, how many in wrap up, how many busy.
• Number of calls waiting in queue longer than service threshold.
• Total call abandoned in queue.
• Total call abandoned during ringing.

Data Directed Routing Module (DDR)
The primary purpose for the DDR module is to help routing situations that system routing and the AltiGen CallRouter cannot accomplish. Although this module has some capability to perform IVR type applications, it is not recommended to use DDR as an IVR development tool. The DDR module has the following capabilities:

- Perform call control functions like transfer, play prompt, disconnect and collect digits
- Set IVRData and UserData

Configuration Module
This module is used to retrieve or modify system and extension configuration information from your external application. Most of the system configurations are read only. Some extension configuration information can be changed from the external application.

voicemail Module (VM)
This module can be used to manage a voicemailbox. Custom applications can retrieve voicemail
information, play voicemail, change voicemail attributes and delete voicemail.

Other Capabilities
There are other interfaces not grouped as modules but may be useful to your development. The following lists are some examples:

• IASession::ForceLogoutWG and ForceLogonWG functions. Application can check agents’ status and log them out
• according to schedule if they forget to log out after business hours.
• IAHelper::ADPCM2WAV. To convert ADPSM file to WAV format.
• IAHelper::WAV2ADPCM. To convert WAV file to ADPCM format.
• IAHelper::MergeVocFile. To merge two voice files to a single ADPCM file.

Development Environment and Sample Codes
Currently the AltiGen SDK supports VB, VC++, Delphi and other development environments supporting COM. To reduce your development time, the SDK package includes the following sample code for your reference.

• Logon sample
• LineInfo sample
• Client call control sample
• IVR sample
• RTM sample
• Config sample
• Event Monitor sample
• voicemail Management sample
• APC Sample