Application Notes for Nucleus Software FinnOne Collections with Avaya Proactive Contact - Issue 1.0

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for Nucleus Software FinnOne Collections with Avaya Proactive Contact - Issue 1.0 Abstract These Application Notes describe the configuration steps required for Nucleus Software FinnOne Collections to successfully interoperate with Avaya Proactive Contact. Nucleus Software provides the FinnOne Collections (FinnColl) Avaya Dialer application to provide an interface between Nucleus Software FinnOne Collections and the Avaya Proactive Contact using the Avaya Proactive Contact Agent API. The FinnColl Avaya Dialer application allows an agent to handle outbound calls using the menu options to invoke call control functionality. Information in these Application Notes has been obtained through DevConnect compliance testing and additional technical discussions. Testing was conducted via the DevConnect Program at the Avaya Solution and Interoperability Test Lab. Page 1 of 13

2 1. Introduction These Application Notes describe the compliance-tested configuration utilizing Avaya Proactive Contact (PC3) and Nucleus Software FinnOne Collections Version 3.4. The Nucleus Software FinnOne Collections focuses on the tracking and managing of delinquent customers and helps organizations minimize delinquencies through a series of proactive actions and tighter supervisions. The FinnOne Collections (FinnColl) Avaya Dialer application is a component of FinnOne Collections which interacts with Avaya PC3 using the Avaya PC3 Agent API (Moagent32.dll), allowing agents to handle outbound calls from Avaya PC3. Figure 1 illustrates the test configuration used to verify the Nucleus Software FinnOne Collections solution. The configuration comprised of an Avaya S8500 Server running Avaya Communication Manager and an Avaya G650 Media Gateway with connections to the following: Avaya 4600 and 9600 Series IP Telephones and an ISDN-BRI trunk to the PSTN. There are different system deployment options for Avaya PC3. In this configuration, the deployment used is the Avaya PC3 with Computer Telephony Interface (CTI). The Avaya Application Enablement Services server provides TSAPI services required by the Avaya PC3. Nucleus Software FinnOne Collections is installed on a server running Microsoft Windows Server 2003 with Oracle 10g Application Server. The FinnColl Avaya Dialer application is installed on the agent and supervisor PCs running Microsoft Windows XP Professional. The Avaya C364T-PWR Converged Stackable Switch provides Ethernet connectivity to the servers and IP telephones. Page 2 of 13

3 Figure 1: Test Configuration 2. Equipment and Software Validated The following equipment and software were used for the test configuration provided: Equipment Software Avaya Proactive Contact (Service Pack 1) Avaya PC3 Agent API Moagent32.dll Avaya S8500 Server Avaya Communication Manager (R014x ) Avaya G650 Media Gateway TN2312BP IP Server Interface TN799DP C-LAN Interface TN2602AP IP Media Processor Avaya Application Enablement Services Avaya 4600 and 9600 Series IP Telephones SW HW07, FW40 HW01, FW24 HW02, FW (r4-0-1-bld-51-0) R1.5 (H.323) R2.8 (H.323) Avaya C363T-PWR Converged Stackable Switch Nucleus Software Microsoft Windows Server 2003 FinnOne Collections Oracle 10g Application Server Agent and Supervisor PCs Microsoft Windows XP Professional FinnColl Avaya Dialer application Configure Avaya Proactive Contact The compliance testing was done using Avaya PC3 with CTI deployment option. Avaya PC3 with CTI is a software solution that uses the Telephony Services API (TSAPI) of the Avaya Application Enablement Services (AES) and Avaya Communication Manager to make outbound calls. These Application Notes assume that Avaya PC3 with CTI is configured and operational for outbound jobs. The following features should have already been configured on Avaya PC3. Completion Codes Agent Owned Recall Recall/Callback Autowrap Job Linking Page 3 of 13

4 4. Configure Nucleus Software FinnColl Avaya Dialer application This section describes the configuration of Nucleus Software FinnColl Avaya Dialer application. These steps are performed from the agent PCs that the application is installed on. The highlights in the following screens indicate the parameter values used during the compliance test. Step Description 1. From the agent PC, click Start > All Programs > FinnOneCollectionsDialer > FinnOneCollectionsDialer to launch the FinnColl Avaya Dialer application. Page 4 of 13

5 Step Description 2. From the menu, select Administrator > Dialer Properties to configure the properties for connecting to the Avaya PC3. 3. From the Administrator window, click the Dialer tab. Set Server IP to the IP address of Avaya PC3 and Server Port to In this configuration, the IP address of Avaya PC3 is Leave Headset Volume and Service Name at their default values of 5 and agent respectively. Click Close to complete the configuration. Page 5 of 13

6 5. Interoperability Compliance Testing The interoperability compliance testing covered feature functionality and serviceability testing. Feature functionality focused on verifying the proper operation of the Nucleus Software FinnColl Avaya Dialer application when integrated with Avaya PC3 using the Avaya PC3 Agent API. Serviceability testing verified that the FinnColl Avaya Dialer application recovered from adverse conditions, such as rebooting, power failure and network disconnect of the agent PC General Test Approach All feature functionality test cases were performed manually to verify proper operation. The general test approach was to test the features on the FinnColl Avaya Dialer application that are supported with Avaya PC3. The following feature buttons on the FinnColl Avaya Dialer application were tested. o Login o Logoff o Connect Headset o Attached Job o Detached Job o Agent Status o Available for Work o Go On Break o Go Off Break o Terminate Call o Release Call o Ready for Next o Agent Call Back o Agent Owned Recall o Do Not Call o Send Message The following events from Avaya PC3 to the FinnColl Avaya Dialer application were tested. o AutoRelease Line o JobEnd o JobTransLink o JobTransRequest o Receive Message The following agent types were tested. o Outbound agent Page 6 of 13

7 5.2. Test Results All feature and performance tests passed. The Nucleus Software FinnColl Avaya Dialer application successfully interfaced with Avaya PC3 for outbound calls. For serviceability testing, the FinnColl Avaya Dialer application was able to resume handling of outbound calls after rebooting the agent PC and disconnecting/reconnecting the network connection to the agent PC. 6. Verification Steps 6.1. Verify Avaya Proactive Contact On Avaya PC3, use the netstat -a grep agent command to verify the connections between Avaya PC3 and the FinnColl Avaya Dialer applications running on the agent PCs. The results of the command should show an ESTABLISHED connection for each agent PCs Verify Nucleus Software FinnColl Avaya Dialer application The following steps can ensure that the FinnColl Avaya Dialer application can log in to Avaya PC3 to receive outbound calls. Avaya PC3 should have outbound jobs running. Step Description 1. On the agent PC, locate the file Moagent32.dll in the C: \WINDOWS\system32 directory, right-click on it and select Properties. Select the Version tab. Verify the File version of the Avaya PC3 Agent API DLL is Page 7 of 13

8 Step Description 2. Launch the FinnColl Avaya Dialer application as described in Section 4 Step 1. From the menu, select Connection > Login. 3. From the Login window, enter the agent login information and select O - Outbound for Campaign. Enter the extension that the agent is using for Headset. Click OK. Page 8 of 13

9 Step Description 4. From the menu, select Agent Info > Attached Agent Job. 5. Select an active job from the list and click OK. Page 9 of 13

10 Step Description 6. From the menu, select Agent Info > Connect Headset. Avaya PC3 will reserve the extension as configured in Step 3 to be used by this agent. 7. From the menu, select Agent Info > Available for Work. This will make the agent ready to receive outbound calls from Avaya PC3. Page 10 of 13

11 Step Description 8. Once an outbound call is answered by the customer, Avaya PC3 connects the call to the agent. The FinnColl Avaya Dialer application will display the customer record on the screen. 7. Support Technical support for Nucleus Software FinnOne Collections can be obtained by contacting Nucleus Software s Support Team at +91 (120) , or by sending an to ruchika.rana@nucleussoftware.com. 8. Conclusion These Application Notes describe the required configuration steps for Nucleus Software FinnOne Collections Version 3.4 to successfully interoperate with Avaya Proactive Contact using the Avaya Proactive Contact Agent API. Nucleus Software FinnOne Collections successfully passed the compliance testing. 9. Additional References The following documents may be found at [1] Avaya Proactive Contact 3.0 Agent API Reference, October 2005, Doc ID: [2] Avaya Proactive Contact 3.0 Administration (UNIX-based), October 2005; Doc ID: Page 11 of 13

12 [3] Administrator Guide for Avaya Communication Manager, Release 4.0, Issue 3, February 2007, Doc ID: The following Application Note may be found at [4] Sample Avaya Proactive Contact 3.0 (PC3) with CTI Installation and Configuration, Issue 1.0, Avaya Solution and Interoperability Test Lab Product documentation for FinnOne Collections is available on request from Nucleus Software. Page 12 of 13

13 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 DevConnect Program at Page 13 of 13