Application Notes for Melita Conversations ActionCTI with Avaya S8700 Media Server Running Avaya Communication Manager Issue 1.

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for Melita Conversations ActionCTI with Avaya S8700 Media Server Running Avaya Communication Manager Issue 1.0 Abstract These Application Notes describe the configuration steps required for the Melita Conversations ActionCTI to successfully interoperate with the Avaya S8700 Media Server and Avaya MCC1 Media Gateway. Melita Conversations is a predictive dialing and blended call center solution. Features and functionality were validated and performance testing was conducted in order to verify operation under load. Information in these notes has been obtained through compliance testing and additional technical discussions. Testing was conducted via the DeveloperConnection Program at the Avaya Solution and Interoperability Test Lab. 1 of 16

2 1. Introduction These Application Notes describe the compliance-tested configuration utilizing Avaya Communication Manager 1.3 and Melita Conversations ActionCTI The Melita Conversations ActionCTI system utilizes the Dialogic CTConnect Server to communicate with Avaya Communication Manager via the DEFINITY LAN Gateway on the MAPD board. The CTI link established between CTConnect and the MAPD board is used by the Conversations system to perform agent ACD login/logout and to flex between inbound and outbound duties. The flex system consists of CTIAgent, Acdstat and WorkstationServices modules. CTIAgent and ACDstat reside on the Mixed Media Server (MMS), but ACDstat uses the MAPD board to access data from the PBX. The WorkstationServices module resides on the Universal Server. The FlexAgent process is the moving of agents between inbound and outbound ACD-based call handling duty, during varying inbound and outbound call traffic periods. FlexAgent allows an agent's call handling duty to be based on the current workload on the inbound ACD queue. Each inbound queue is monitored for the number of calls waiting, the number of agents staffing the queue, and the number of agents available in the queue waiting to handle calls. Agents are flexed based upon user-defined service level objectives. FlexAgent utilizes the ratios of calls on hold to agents staffing the queue and the agents available to agents staffing the queue. This allows the flex algorithm to work with any number of agents that can be staffing the ACD queue. Melita Conversations ActionCTI requires a MAPD circuit pack for CTI functionality and circuit packs capable of supporting DS1FD stations. In the test configuration shown in Figure 1, TN464F circuit packs were installed and the T1s were configured to support 24 stations each. The T1s were terminated at the Melita MMS Server, where the Virtual Operator Ports (VOPs) and MMS trunks were configured. Note that while Melita uses the term trunk, these are in fact station ports. Melita MMS uses the VOP stations to call the agent telephones provisioned in Avaya Communication Manager. This connection stays up while the agent is assigned to outbound calls. Melita MMS then uses its trunks to make outgoing calls and classifies the calls. Once a call has been classified to connect to an agent, Melita MMS internally connects that trunk to an available agent s VOP. It also sends the associated event to Melita Magellan in order to provide a screen pop. 2 of 16

3 DEFINITY 034 SD Avaya S8700 Media Servers (MultiConnect) PSTN (Simulated) Private LAN T1/E1 Trunks Melita Command Post Melita Magellan Workstation Telephone MAPD LAN Connection T1 for VOPs Melita Universal Server Telephone Melita Magellan Workstation Avaya MCC1 Media Gateway with MAPD Circuit Pack T1 for Trunks Melita MMS Telephone Melita Magellan Workstation Figure 1: Avaya DeveloperConnection Compliance Test Configuration 2. Equipment and Software Validated The following equipment and software were used for the sample configuration provided: Equipment Software Avaya S8700 Media Server with Avaya MCC1 Media Gateway Avaya Communication Manager 1.3 Melita Universal Server Version 5.10 Melita Mixed Media Server (MMS) Duplex MMS Version 5.10 Chassis (ActionCTI) Melita Command Post Version Melita Magellan Version of 16

4 3. Configure the Avaya S8700 Media Server The following sub-sections describe the configurations steps required for the media server Configure the Avaya MAPD Circuit Pack 1. Access the MAPD board and log in. The following screen will be displayed. Main Menu 1. Login/Password Administration 2. TCP/IP Administration Port Administration Maintenance DLG Port Status/Control 6. CV/LAN Port Status/Control 7. Exit 2. Move the cursor to Item 2, TCP/IP Administration, and press F3 to select. TCP/IP Administration 1. This Host 2. Local Host Table 3. Network Routing Information Exit 4 of 16

5 3. Move the cursor to Item 1, This Host, and press F3 to select. Enter the Host name, IP address, and subnet mask. Press F3 to submit the changes. TCP/IP Administration This Host Host Name: esaipbx6-3 Host IP Address: Subnet Mask: Return to the main menu and move the cursor to Item 3 Port Administration. Press F3 to select. Port Administration 1. Application Port Assignment 2. DLG Administration 3. CV/LAN Administration 4. Exit 5. Move the cursor to Item 1 Application Port Assignment and press F3 to select. 6. Set the first port to DLG. Press F3 to submit the changes. Port Administration Application Port Assignment 01 DLG 02 CVLAN 03 CVLAN 04 CVLAN 05 CVLAN 06 CVLAN 07 CVLAN 08 CVLAN 09 CVLAN 10 CVLAN 11 CVLAN 12 CVLAN 5 of 16

6 7. Move the cursor to Item 2 DLG Administration and press F3 to select. 8. Associate a client IP address with the DLG port. For this configuration, this is the address of the Melita MMS. Press F3 to submit the changes. DLG Administration Port Client Name or IP Address Client Link Client Status idle 3.2. Configure the CTI Features The CTI features required for Melita ActionCTI must be administered. 1. Verify the system is capable of supporting the configuration. Start a SAT session and enter the command display system-parameters customer-options. Verify that the field ASAI Link Core Capabilities is set to y. display system-parameters customer-options Page 2 of 10 OPTIONAL FEATURES Abbreviated Dialing Enhanced List? y Audible Message Waiting? y Access Security Gateway (ASG)? n Authorization Codes? y Analog Trunk Incoming Call ID? y CAS Branch? n A/D Grp/Sys List Dialing Start at 01? y CAS Main? n Answer Supervision by Call Classifier? y Change COR by FAC? n ARS? y Computer Telephony Adjunct Links? y ARS/AAR Partitioning? y Co-Res DEFINITY LAN Gateway? y ARS/AAR Dialing without FAC? n Cvg Of Calls Redirected Off-net? y ASAI Link Core Capabilities? y DCS (Basic)? y ASAI Link Plus Capabilities? y DCS Call Coverage? y Async. Transfer Mode (ATM) PNC? n DCS with Rerouting? y Async. Transfer Mode (ATM) Trunking? y ATM WAN Spare Processor? n Digital Loss Plan Modification? n ATMS? y DS1 MSP? y Attendant Vectoring? n DS1 Echo Cancellation? n (NOTE: You must logoff & login to effect the permission changes.) 6 of 16

7 2. Define the CTI link by entering the command add cti-link 1. Assign an extension, set the Type to ASAI, and set the Port to the first port of the MAPD board (in this case 01C1501 ). Do not change the other default settings. Submit the form. add cti-link 1 CTI LINK CTI Link: 1 Extension: Type: ASAI Port: 01C1501 COR: 1 Name: DEVCON28MAPDPORT1 BRI OPTIONS XID? n Fixed TEI? y TEI: 1 MIM Support? n CRV Length: 2 3. Define a Vector Number by entering the command change vector 242. Configure the treatment for the vector. For this configuration, the treatment is shown below in bold text. Submit the form. change vector 242 Page 1 of 3 CALL VECTOR Number: 242 Name: sk-29 resistors Multimedia? n Meet-me Conf? n Lock? n Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? n Holidays? n 01 wait-time 2 secs hearing ringback 02 queue-to skill 29 pri m of 16

8 4. Define a VDN by entering the command add vdn Configure the Vector Number as 242 and submit the form. add vdn Page 1 of 2 VECTOR DIRECTORY NUMBER Extension: Name: skill 29 Vector Number: 242 Meet-me Conferencing? n Allow VDN Override? n COR: 1 TN: 1 Measured: internal Acceptable Service Level (sec): 100 VDN of Origin Annc. Extension: 1st Skill: 2nd Skill: 3rd Skill: 8 of 16

9 5. Define a hunt group by entering the command add hunt group 29. Set ACD to y, Vector to y. Go to the next page and set Skill to y. change hunt-group 29 Page 1 of 3 HUNT GROUP Group Number: 29 ACD? y Group Name: Phase II Resist Agent Sk 29 Queue? y Group Extension: Vector? y Group Type: ucd-mia TN: 1 COR: 1 MM Early Answer? n Security Code: ISDN Caller Display: Queue Length: 100 Calls Warning Threshold: Time Warning Threshold: Port: Port: change hunt-group 29 Page 2 of 3 HUNT GROUP Skill? y Expected Call Handling Time (sec): 180 AAS? n Acceptable Service Level (sec): 20 Measured: internal Supervisor Extension: Controlling Adjunct: none VuStats Objective: Timed ACW Interval (sec): Multiple Call Handling: none Redirect on No Answer (rings): Redirect to VDN: Forced Entry of Stroke Counts or Call Work Codes? n 9 of 16

10 6. Define an agent by by entering the command add agent-loginid Configure the Call Handling Preference as skill-level, and set the agent password. Set AutoAnswer to station. Assign the skill number(sn) and skill level(sl) as shown in bold. Submit the form. display agent-loginid AGENT LOGINID Login ID: AAS? n Name: Phase2 Agent-1 AUDIX? n TN: 1 LWC Reception: spe COR: 1 LWC Log External Calls? n Coverage Path: AUDIX Name for Messaging: Security Code: Direct Agent Skill: LoginID for ISDN Display? n Call Handling Preference: skill-level Password: Password (enter again): Auto Answer: station SN SL SN SL SN SL SN SL 1: : 11: 16: 2: 7: 12: 17: 3: 8: 13: 18: 4: 9: 14: 19: 5: 10: 15: 20: WARNING: Agent must log in again before skill changes take effect Repeat this step to add multiple agents Configure the Virtual Operator Ports and Trunks Each Virtual Operator Port and MMS trunk is configured as a station. Since the station type must be DS1FD, the T1 must be configured to support 24 stations per trunk. Perform the following steps to configure each T1. 10 of 16

11 1. Add the DS1 interface by typing the command add ds1 01a14, where 01a14 is the location of the TN464F circuit pack. Set Line Coding to ami-zcs, Signaling Mode to robbed-bit, and Framing Mode to d4. add ds1 01a14 DS1 CIRCUIT PACK Location: 01A14 Name: Melita VOP 1 Bit Rate: Line Coding: ami-zcs Line Compensation: 1 Framing Mode: d4 Signaling Mode: robbed-bit Interface Companding: mulaw Idle Code: Slip Detection? n Near-end CSU Type: other Repeat this step for every T1 to be used for VOPs and MMS trunks. 2. Add a station to be used as a Virtual Operator Port or MMS trunk and set the station type as DS1FD. add station Page 1 of 3 STATION Extension: Lock Messages? n BCC: 0 Type: DS1FD Security Code: TN: 1 Port: 01A1401 Coverage Path 1: COR: 1 Name: Coverage Path 2: COS: 1 Hunt-to Station: Tests? y STATION OPTIONS Loss Group: 4 Off Premises Station? y R Balance Network? n Repeat this step for every station to be used for VOPs and MMS trunks. Note that the duplicate station command may be used for convenience. 11 of 16

12 4. Configure the Melita Application Suite The following sub-sections describe the configurations steps required for various Melita components Configure the Melita Servers Based on the customer infrastructure and requirements, Melita configures the Melita Universal Server, MMS Server, and Command Post. There are no configuration steps that must be performed by the customer Configure the Melita Magellan Agents 1. Insert the Melita Conversations CD. The CD will auto-run and the following screen will appear. 2. Click Install Magellan Interpreter. 3. Follow the default installation and reboot the computer when prompted. 4. Click Start->Programs->Magellan->Magellan Interpreter. 12 of 16

13 5. In the Dialer drop-down box, select Conversations ActionCTI (Flex). Enter the phone extension associated with the agent. 6. Click OK. When prompted to restart Magellan, click OK. 7. Restart the application by clicking Start->Programs->Magellan->Magellan Interpreter. 13 of 16

14 8. When prompted, enter the Agent ID and click OK. 9. The agent is now ready to make and receive calls. 5. Interoperability Compliance Testing Interoperability compliance tests included feature, functionality, and performance testing. Feature and functionality testing examined the agent s abilities to flex between inbound and outbound calls, as well as indicate the proper agent state to Avaya Communication Manager. Performance tests verified the configuration to continue operating under load General Test Approach Feature and functionality testing was verified using manual methods. Performance testing was conducted using a two-fold approach. A bulk call generator was used to generate inbound call traffic. For outbound calls, another Avaya Communication Manager was provisioned with multiple announcement boards. These announcement boards were used to simulate the potential outcomes, such as FAX and answering machines. The outbound call distribution included classification of the following types: positive voice detection, ring no answer, busy, answering machines, FAX and modem, and SIT tones. Trunks were provisioned between the two systems and VDNs were configured to use the announcement boards and to provide treatments such as ring-no-answer and busy. This test configuration allowed inbound calls, outbound campaigns, and blended call environments. All three scenarios were tested to the maximum capacity of the Melita Conversations test system, which allowed up to 72 Magellan agents. A total of six T1 lines were used, three of which were dedicated for agent stations Test Results In the pure inbound environment, a maximum of approximately 10,000 busy-hour call completions was achieved with 17% timeslot utilization. In the pure outbound environment, a maximum of approximately 10,000 busy-hour call completions was achieved. In the blended environment, a maximum of approximately 12,200 busy-hour call completions was achieved. 6. Verification Steps While implementing the configuration steps described in these Application Notes, a number of verification steps may be performed. 1) After defining the stations and agents, use the status station and status agent commands to verify that they are configured correctly. 14 of 16

15 2) Once the MMS Server is initialized and the Magellan agents have logged in, verify the following in Avaya Communication Manager: a. Agents are logged in and in the correct state. b. Agent telephones are in use. 3) Begin an outbound campaign and verify that outbound calls are successful. 4) Make inbound calls and verify that agents flex and accept the incoming calls. Verify the agent state in Avaya Communication Manager 7. Support Melita Support Services provides customer support that can be reached at or Alternatively, they can be reached by sending to 8. Conclusion These Application Notes describe the required configuration steps for Melita Conversations ActionCTI to successfully interoperate with Avaya Communication Manager with Avaya S8700 Media Servers and an Avaya MCC1 Media Gateway. 9. Glossary The following are terms that were encountered in the development of these Application Notes. They refer to terms specific to the Melita solution, and are included as an aid. Flex - The ability of an agent to change between inbound and outbound duty MMS - Mixed Media Server Nailed - The persistence of the voice connection between the T1 from Avaya Communication Manager and the Melita Mixed Media Server. VOP - Virtual Operator Port 15 of 16

16 Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by and are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice. The configurations, technical data, and recommendations provided in these Application Notes are believed to be accurate and dependable, but are presented without express or implied warranty. Users are responsible for their application of any products specified in these Application Notes. Please any questions or comments pertaining to these Application Notes along with the full title name and filename, located in the lower right corner, directly to the Avaya DeveloperConnection Program at 16 of 16