Application Notes on Configuring Avaya IP Office 9.0 with Avaya Aura 6.2 FP2 Infrastructure for Avaya Aura Call Center Elite Solution - Issue 1.

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes on Configuring Avaya IP Office 9.0 with Avaya Aura 6.2 FP2 Infrastructure for Avaya Aura Call Center Elite Solution - Issue 1.0 Abstract These Application Notes present a sample configuration of Avaya Aura System Manager Centrally Managing IP Office 9.0 for Administration and Maintenance and providing Contact Center Solution using Avaya Aura Call Center Elite and Avaya Aura Experience Portal and IP Office 9.0 at branch. This solution proposes to use Avaya Aura System Manager, Avaya Aura Session Manager Avaya Aura Call Center Elite and Avaya Aura Experience Portal and the associated Applications, in presence of a direct WAN Connectivity between the Main site and the Branch. In Case of a WAN Outage, the IP Office 9.0 provides SIP Survivability for Centralized SIP Contact Center Phone and it uses PSTN Trunks to reach outside branch and Head Quarter. 1 of 71

2 Table of Contents 1. Introduction Interoperability Testing Test Description and Coverage Calls Sent from IP Office to Contact Center CC-Elite Contact Center Transfer with UUI via IP Office Avaya Aura and Centralized Model Call Flow Test Results and Observations Reference Configuration Solution configuration Network Configuration Dial Plan Configuration Equipment and Software Validated Assumptions Configure Avaya Aura Communication Manager Configure System Parameters Configure Feature Access Codes Configure Skills Configure Agents Configure Station Configure IP Network Region Configure IP Codec Set Configure Node-Names Configure Signaling Group Configure Trunk Group Configure Route Pattern Configure AAR Analysis Configure Avaya Aura Session Manager Configure SIP Domain Configure Location Configure SIP Entities Configure Entity Links Configure Routing Policy Configure Dial Patterns Configure Avaya IP Office Gateway Access IP Office ICU (Initial Configuration Utility) Configure IP Office Element on Avaya Aura System Manager Synchronizing IP Office System Configuration and Users with Avaya Aura System Manager Launch IP Office Manager via Avaya Aura System Manager Configure IP Office Licenses Configure Codec Preference Configure SM Line Configure Short Codes Configure Incoming Call Route of 71

3 8.10. Administer SIP CC extension for CC Agents Configure Avaya one-x Agent for Headquarter agents Configure CC Elite Agents for SIP Centralized Avaya IP Office branch Verification Steps Verify Avaya Aura Session Manager Configuration Verify SIP Entity Link Status Verify Registrations of SIP Endpoint Verify Contact Center Elite Agent Login Status Verify IP Office System Status Conclusion Additional References of 71

4 1. Introduction These Application Notes present a sample configuration of Avaya Aura System Manager centrally managing IP Office 9.0 for Administration and Maintenance and providing Contact Center Solution using Avaya Aura Call Center Elite and Avaya Aura Experience Portal and IP Office 9.0 at branch. This solution proposes to use Avaya Aura System Manager, Avaya Aura Session Manager, Avaya Aura Call Center Elite, Avaya Aura Experience Portal and the associated Application, in presence of a direct WAN connectivity between the Main site and the Branch. In Case of a WAN outage, the IP Office 9.0 provides SIP survivability for Centralized SIP Contact Center phone and it uses PSTN Trunks to reach outside branch. Important components of this solution are: IP Office 9.0 serving as Basic Telephony interface for IP and other phones in the branch and provide call routing capability from Branch PSTN to Core Contact Center Applications in Sunny days while Providing Survivability for Centralized Branch SIP Phone in Rainy Days Avaya Aura System Manager provides Centralized Administration and Maintenance capability for up-to 2000 IP Office 9.0 branches. Avaya Aura Session Manager provides Call Routing capability for incoming and outgoing calls across Branch and Headquarters Customers as well as Agents. Avaya Aura Experience Portal provides Interactive Voice Response Services and Integrate customizable Application to provide Self Service and Route calls to Call Center Elite in case of live agent requirement. 4 of 71

5 2. Interoperability Testing This section describes the different use cases, features and the test coverage for the sample configuration Test Description and Coverage Following Call Center features were covered during the testing of Contact Center Solution with IP Office 9.0 for different call flows mentioned below. Service Observe Avaya Call Distribution Hold/ Resume calls Transfer & Conference to VDN UCID Screen Pops Music on Hold 2.2. Calls Sent from IP Office to Contact Center CC-Elite Figure 1: Sunny-Day Call Flow 5 of 71

6 Incoming PSTN call is answered by a branch employee on IP Office, who lacks the expertise or authority to handle the customer query, and transfers the caller to Avaya Aura Call Center Elite Incoming PSTN call that is routed directly to the contact center where IP Office is acting as a tandem/trunk gateway Contact Center Transfer with UUI via IP Office IP Office receives a call from the PSTN and sends it to EXPERIENCE PORTAL via SM. Experience Portal interacts with the caller and then transfers the call to CC Elite by sending a SIP REFER with UUI to the IP Office. IP Office initiates an INVITE message as result of the REFER. It copies the User-to-User escaped header field from the Refer-to header to the INVITE message. The UUI in the INVITE is received by CM and displayed to the agent. Figure 2: UUI-Call-Flow 6 of 71

7 Incoming PSTN call that is routed directly to Experience Portal and then it transfers the call to CC Elite VDN after collecting UUI info which will be displayed to Agent. Incoming PSTN call that is answered by a branch employee on IP Office and they transfer to Experience Portal for UUI collection and EXPERIENCE PORTAL transfer to CC Elite VDN after collecting UUI info which will be displayed to Agent. Caution: For this scenario to work, IP Office 9.0 must be configured to route the calls to the SM Line directly from short codes and not via ARS. If IP Office 9.0 routes the transferred call to the CC- Elite agent via ARS then it does not handle correctly the copying of the UUI header in this call flow. Also, for this scenario to work, the value of SIP session expiry time on Communication Manager must not be larger than the value on IP Office. If the value on Communication Manager is larger than the one on IP Office, Communication Manager sends a 422 Session Interval Too Small response during the session timer negotiation, in which case IP Office 9.0 does not handle correctly the copying of the UUI header in this call flow. The value of the SIP session expiry time on Communication Manager is double the value of the Preferred Minimum Session Refresh Interval (sec) field, configurable on Communication Manager in page 2 of the add trunk group administration screen. The value of the SIP session expiry time on IP Office is configurable in the Session Timer (seconds) field in the SM Line. Set the values consistently on both sides. For example set the Communication Manager Preferred Minimum Session Refresh Interval (sec) field to 600 while leaving the IP Office Session Timer (seconds) field at its default value of Or set the IP Office Session Timer (seconds) field to 2400 and leave the Communication Manager Preferred Minimum Session Refresh Interval (sec) field at of 71

8 2.4. Avaya Aura and Centralized Model Call Flow Figure 3: Centralized Call Flow Contact Center agents based in the branch will use a SIP based phone, which register directly to Avaya Aura Session Manager in the enterprise core and obtain services from core applications such as Avaya Aura Communication Manager Evolution Server and Avaya Contact Centre Elite. In sunny day the agent s SIP phone signaling path is routed via Avaya Aura Session Manager, which controls and directs connection requests between the agent and Avaya Contact Centre Elite. In rainy day the agent s SIP phone will automatically register with and get services from the local IP Office within the branch Test Results and Observations Avaya IP Office 9.0 with Avaya Aura 6.2 FP2 Infrastructure for Contact Center Elite Solution testing was performed successfully. The following were observed during the testing. Branch User calling to Avaya Call Center Elite VDN/Agents was successful. Branch User calling to Avaya Aura Experience Portal (Experience Portal) was successful. Customer calls coming over PSTN trunk terminating at IP Office 9.0 and getting routed to Avaya Contact Center Elite was successful. 8 of 71

9 Customer calls coming over PSTN trunk at IP Office 9.0 and getting routed to Avaya Aura Experience Portal was successful. Customer calls coming over PSTN trunk at IP Office 9.0 and getting routed to Avaya Aura Experience Portal for UUI collection and display at agent was successful. Customer call coming to SIP CC agent in sunny days at branch was successful. Call Center features like Service Observe, Avaya Call Distribution, Hold/ Resume calls, Transfer & Conference (attended and unattended) to VDN, UCID, Screen Pops, and Music on Hold worked successfully. TCP and TLS both for Signaling. G.711A, G.711Mu, G.729 codec. The following call flows were successfully tested in Rainy days: Basic Telephony features like, Hold, Transfer, Conference. ESS becomes active successfully when Headquarter Communication Manager server fails, After Agent relogin to ESS, new calls and agent functionalities worked successfully. Limitations: In rainy days Status of agent located at branch still shows logged in at Contact Center Elite. In rainy days Centralized SIP phone located at branch register to IP Office and agent functionality is no longer available; however 96x1 deskphone phones keep displaying agent status as logged in. In case a SIP endpoint is directly registered to IP Office 9.0 and is not the Centralized SIP user, Centralized contact center agent functionality is not supported for the same. For UUI scenario to work Routing for SM Line must be configured using short code at IP Office, for more details see [Caution] of Section 2.3 Headquarter (DC-I & DC-II) user needs to dial prefix to reach branch users via PSTN as Dial Plan Transparency is not supported on Avaya IP Office 9.0 For seamless dialing among branch and headquarter to work Direct Inward dialing (DID) should be provided by PSTN trunk provider. 3. Reference Configuration Following sub section describes the solution, network, dial plan and signaling overview used in sample configuration Solution configuration Headquarter locations consists of Avaya Aura Core and Contact Center and Unified Communication Applications deployed at two Data Centers to provide High Availability, Disaster Recovery enabled services. The branch locations consist of Avaya IP Office deployed in Distributed, Mixed and Centralized Mode. 9 of 71

10 At Centralized and Mixed Branch: All the Centralized SIP & Centralized ATA Analog endpoints registered to Avaya Aura Session Manager in Sunny Days and IP Office Branch in Rainy days for Survivability. At Mixed and Distributed branch: All the H.323, Digital and Analog phones were registered to IP Office and use Central Application from Core via Avaya Aura Session Manager in Sunny days and in Rainy days PSTN trunk was used to reach Headquarter and other branch locations. Agent located at Headquarter locations usage One-X Agent in My Computer mode and deskphone mode with 96x1 H.323 Phone. Agent located at Centralized and Mixed Branch locations usage CC Elite agent login on 96x1 Centralized SIP Phone. Figure 4: Sample Solution Topology 10 of 71

11 3.2. Network Configuration Network of Primary and secondary Data Center was configured using multi-vendor VLAN based architecture. Network of all the branches consist of Avaya SR2330 Branch Router and Avaya Switches providing Local Network and DHCP Services for Branch Phones and Computers. The Network Connectivity across Data Centers and multiple Branches was configured using OSPF Routing Protocols through a Centralized Avaya SR4134 Router. Figure - Sample Network Topology 11 of 71

12 3.3. Dial Plan Configuration A centralized dial plan was configured to access applications such as Avaya Aura Experience Portal (Experience Portal) as well as to reach users across headquarter and branches. 4 digit access code was configured for Unified Applications and 7 digit extensions were configured for users across locations. At headquarter prefix 9 was used for Communication Manager ARS to access PSTN trunk. At each IP Office 9.0 branch ARS was used to reach SIP trunks in Sunny days and PSTN trunk in Rainy days without any prefix for seamless dialing. 12 of 71

13 In Sunny days: Self Service (Experience Portal application) access code from all location - 720x Headquarter DC-I users access code 3016xxx Headquarter DC-II users access code 3017xxx Branch 1 users (Centralized SIP & ATA) access code 3012xxx Branch 2 users (Centralized SIP & ATA, H.323 & Digital) access code 3013xxx Branch 3 users (H.323, Digital & Analog) access code 3014xxx Branch 4 users (H.323, Digital & Analog) access code 3015xxx In rainy days: Headquarter DC-I users access code from branch 3016xxx Headquarter DC-II users access code from branch 3017xxx Branch 1 users access code from DC-I & DC-II xxx Branch 2 users access code from DC-I & DC-II xxx Branch 3 users access code from DC-I & DC-II xxx Branch 4 users access code from DC-I & DC-II xxx 4. Equipment and Software Validated The following components were used for the sample configuration: Component Software/Firmware VMWare ESXi with vcenter 5.1 Avaya Aura System Manager 6.3 (Build No OVA ) Avaya Aura Session Manager Avaya Aura Communication Manager (Evolution Server) R016x Avaya SAL Gateway 2.0 (Build SALGateway vApp ) Avaya Aura Experience Portal Enterprise Survivable Server Dell R610 Avaya Aura Communication Manager (ESS) R016x Avaya IP Office IP500 V2 Avaya IP Office 9.0 (Build ) Avaya 96x1 SIP Series IP Telephones 96x1 SIP Build Avaya 96x1 H.323 Series IP 96x1H.323 Build 6.3.r61 Telephones One-X Communicator SIP at Branch 6.1 Build CI-11 Avaya 6219 Analog Telephone - Avaya 9400 Digital Telephone - HTTPS/HTTP Phone Configuration File Windows Server 2003 SP2 Server Table 1 Software/Hardware Version Information 13 of 71

14 5. Assumptions It is assumed that Avaya Aura System Manager, Avaya Aura Communication Manager, Avaya Aura Session Manager, Avaya Aura Experience Portal, and IP Office 9.0 are installed and configured to work in the above sample Call Center solution. It is also assumed that one-x Agent is installed on a PC at headquarter locations. Refer to Section 13 for documentation details. Avaya Aura Experience Portal (Experience Portal) in the reference configuration is used to transfer incoming customer calls to the call center refer Section 13 for more details 6. Configure Avaya Aura Communication Manager This section provides the procedures for configuring a skill-enabled hunt group & call routing Communication Manager in the Headquarters. The Avaya System Access Terminal (SAT) is used to issue the commands. Configure System Parameters Configure Feature Access Codes Configure Skills Configure Agents Configure Station Configure IP Network Region Configure IP Codec Set Configure Node-Names Configure Signaling Group Configure Trunk Group Configure Route Pattern Configure AAR Analysis 14 of 71

15 6.1. Configure System Parameters For unlicensed features, contact an authorized Avaya account representative to obtain the licenses. 1. On Page 2 of the system parameters customer-options form, verify that there are sufficient licenses for SIP trunks. 15 of 71

16 2. On Page 6 of the system parameters customer-options form, verify that the following Call Center Elite features are set to y. 3. On Page 10 of the system parameters customer-options form, verify that there are sufficient IP_Agent and IP_Soft licenses. 16 of 71

17 4. Enter the display system-parameters features command. Navigate to Page 11 and verify that Expert Agent Selection (EAS) Enabled is set to y. 5. On Page 12, verify that BCMS/VuStats LoginIDs is set to y. 17 of 71

18 6.2. Configure Feature Access Codes This section describes the steps for configuring Feature Access Codes (FAC) for Auto Alternate Route (AAR) and Auto Route Selection (ARS) for call routing and Automatic Call Distribution (ACD) Enter change feature-access-codes command. Enter FACs that are valid under the provisioned dial plan for the following highlighted fields on Page of 71

19 6.3. Configure Skills This section describes steps to configure skill-enabled hunt group. 1. Enter the add hunt-group X command,(hunt group was already administered therefore while taking the screenshot change hunt group is displayed ), where X is an available hunt group number and configure highlighted details as below. Default values can be used for the remaining fields. Group Name: Enter a descriptive name for. Group Extension: Enter an unused valid extension Group Type: Enter ucd-mia. This allows ACD calls to route to the most idle agent based on when the agent finished the most recent call. ACD?, Queue? & Vector?: Set the values to y. On Page 2, set Skill to y. 19 of 71

20 6.4. Configure Agents This section describes the configuration steps for creating skill based agents. 1. Enter the add agent-loginid X command., where X is a valid unused extension. Enter the details as below: Name Descriptive Name for Agent Security Code Enter Security Code 1234 Password Enter Password for Agent e.g Password(Enter again) Enter same password again On Page 2, assign the hunt group administered in Section 6.3 for SN. Set skill level (SL) to 1, which is the highest priority. 3. Repeat Steps 1 and 2 to create additional agent login IDs as needed. 20 of 71

21 6.5. Configure Station This section describes the steps for configuring Avaya one-x Agent enabled call center agent Stations. 1. To create a new station, with Avaya one-x Agent capabilities, enter the add station X command where X is an unused station number, below screenshot is taken when station was already created there for change station form is displayed for reference. Type: Enter a phone type (9641 is used here) in the field Port: The field will default to IP, as this is an Avaya IP telephone. Name: Give a descriptive name for the station in the field Security Code: Enter an appropriate numeric code here. This code will be used during station login IP SoftPhone: Set this field to y to indicate that this extension is either a PCbased multifunction station or part of a telecommuter complex with a call-back audio connection. 21 of 71

22 2. On Page 4, add the following BUTTON ASSIGNMENTS to the station. The three call-appr buttons are added by default. Add aux-work, auto-in, manual-in and release buttons for basic ACD functionality. 1. Repeat Steps 1-2 to create additional stations as needed. 22 of 71

23 6.6. Configure IP Network Region Enter change ip-network-region x command to configure network region and authoritative domain. Region: 1, default network-region Authoritative Domain: Specify the FQDN or IP address of the domain for which this network region is. In the sample configuration, domain name is mentioned as silpunelab.com Name: Specify Network region Name (optional) Codec Set: Specify the codec set number assigned to the region. In the sample configuration, codec set number is set to default value 1 Default values can be used for the remaining fields. 23 of 71

24 6.7. Configure IP Codec Set Enter change ip-codec-set x command to mention codecs in this codec-set. Where x, is the codec set number mentioned on the IP-Network-Region form in section 6.6 Add the below displayed Audio Codecs Configure Node-Names Enter change node-names ip command, to configure node name for Avaya Aura Session Manager IP Address. Verify that IP Address of procr is available in the node-name table by default. 24 of 71

25 6.9. Configure Signaling Group Enter command add signaling X, where X is an available signaling group number and configure highlighted details as below. Default values can be used for the remaining fields. Group Type: sip Transport Method: tls Near-end Node Name: procr Far-end Node Name: Session Manager Node name as defined in section 6.8 for Session Manager with IP xx.xx.xx.xx Near-end Listen Port: 5061 Far-end Listen Port: 5061 Far-end Network Region: 1 Far-end Domain: sol001.fst.silpunelab.com (this is the name of the IP) domain for which the far-end proxy is responsible (i.e. authoritative domain) Direct IP-IP Audio Connections y Initial IP-IP Direct media y Repeat the above steps to configure signaling group 2 for Secondary Session Manager on DC-II. 25 of 71

26 6.10. Configure Trunk Group Add the corresponding trunk group controlled by this signaling group via the add trunk-group X command, where X is an available trunk group number and fill in the following fields. Group Type: sip Group Name: A descriptive name TAC: An available trunk access code i.e. #001 Service Type: tie Signaling Group: signaling group number added in the section 6.7 Number of Members: The number of SIP trunks to be allocated to calls routed to Session Manager (must be within the limits of the total trunks available from licensed verified in Section 6.1) Repeat the above steps to configure trunk group 2 for Secondary SM on DC-II. 26 of 71

27 6.11. Configure Route Pattern Configure a route pattern corresponding to the newly added SIP trunk groups. Use change route pattern X command, where X is an available route pattern number. Enter the following values as highlighted for the specified fields, and retain the default values for the remaining fields. Pattern Name Enter Pattern Name such as TO-FP2-SM Group No Enter Trunk Group Numbers (1,2) created on Section 6.10 Numbering Format Enter lev0-pvt LAR Enter rehu 27 of 71

28 6.12. Configure AAR Analysis Automatic Alternate Routing (AAR) used for routing calls with starting dialed digits 301 to Avaya Aura Session Manager. Note: Other methods of routing may be used. Enter change aar analysis 3 command and add an entry to specify how to route the calls. Enter the following values for the specified fields and retain the default values for the remaining fields. Dialed String: Dialed prefix digits to match on, in this case 301 Total Min: Minimum number of digits, in this case 7 Total Max: Maximum number of digits, in this case 8 Route Pattern: route pattern number configured in the above step Call Type: aar 28 of 71

29 7. Configure Avaya Aura Session Manager This section provides the procedures for configuring Avaya Aura Session Manager as provisioned in the sample configuration. The procedures described in this section include configurations in the following areas: SIP domain SIP domain for communication. Location to segregate different branches and headquarters on the basis of IP addressing SIP Entities corresponding to the SIP telephony systems including Avaya Aura Communication Manager, Avaya IP Office and Avaya Aura Session Manager itself Entity Links which define the SIP trunk parameters used by Avaya Aura Session Manager when routing calls to/from SIP Entities Routing Policies which controls call routing between the SIP Entities Dial Patterns specifying the dial digit strings for Routing Policies Configuration is accomplished by accessing the browser-based GUI of System Manager, using the URL; where <FQDN>/is the FQDN of Avaya Aura System Manager. Log in to the system with valid credentials. The menu shown below is displayed. Select the Routing link from the home page of Avaya Aura System Manager. 29 of 71

30 Network Routing Policy consists of above mentioned routing applications Configure SIP Domain Add the SIP domain for which the communications infrastructure will be authoritative. Select Domains on the left and click the New button (new form is not shown here) on the right. Fill in the following: Name: The authoritative domain name matching the domain configuration on Communication Manager. This should be same as configured in section 6.6 Notes: Descriptive text (optional) Click Commit. 30 of 71

31 7.2. Configure Location Locations can be used to identify logical and/or physical locations where SIP Entities reside for purposes of location-based routing as well as bandwidth management and call admission control. To add a location, select Locations on the left and click on the New button (not shown) on the right. Under General, enter: Name: A descriptive name for location Notes: Descriptive text (optional) The remaining fields under General can be filled in to specify bandwidth management parameters between Avaya Aura Session Manager and this location. These were not used in the sample configuration, and kept at default values (not shown here). Under Location Pattern: Click on Add button and fill in the below information: IP Address Pattern: An IP address pattern used to identify the location Notes: Descriptive text (optional) Click Commit. Repeat above steps to create location for Headquarters and Different IPO Branches. 31 of 71

32 7.3. Configure SIP Entities A SIP Entity must be added for Avaya Aura Session Manager and for each SIP-based telephony system supported by it using SIP trunks. In the sample configuration, a SIP Entity is added for Avaya Aura Session Manager and Avaya Aura Communication Manager at the Headquarters and Avaya IP Office. Select SIP Entities on the left and click on the New button (not shown) on the right. Under General: Name A descriptive name FQDN or IP Addr: FQDN or IP address of the Session Manager or the signaling interface on the telephony system Type: Session Manager for Avaya Aura Session Manager; CM for Avaya Aura Communication Manager; SIP Trunk for Avaya IP Office Under Port (for adding Session Manager Entity only, not shown here), click Add, and then edit the fields in the resulting new row as shown below: Port: Port number on which the system listens for SIP requests. Default TLS port is Protocol: Transport protocol to be used to send SIP requests Default settings can be used for the remaining fields. Click Commit to save the SIP Entity definition. The following screen shows addition of Avaya Aura Session Manager. The IP address of the SIP Entity Interface is entered for FQDN or IP Address. TLS with port 5061 is used for communication with Communication Manager and with the Branch Gateway. Other entries are not used for the sample configuration. 32 of 71

33 The following screen shows the results of adding Communication Manager. In this case, FQDN or IP Address is the FQDN of Communication Manager Server. Note the CM selection for the field Type. Repeat the above steps to configure SIP Entity SM-2 for secondary Session Manager on DC-II. The following screen shows the results of adding Experience Portal. The IP address of the SIP Entity Interface is entered for FQDN or IP Address 33 of 71

34 The following screen shows the results of adding Avaya IP Office for the sample branch. In this case, FQDN or IP Address is the IP address assigned to Avaya IP Office. Note the SIP Trunk selection for Type field. 34 of 71

35 7.4. Configure Entity Links A SIP trunk between Avaya Aura Session Manager and a telephony system is described by an Entity link. In the sample configuration, an Entity Link is configured between Avaya Aura Session Manager and Avaya Aura Communication Manger. Another Entity Link is created between Avaya Aura Session Manager and the sample Avaya IP Office. To add an Entity Link, select Entity Links on the left and click on the New button (not shown) on the right. Fill in the following fields in the new row that is displayed: Name: A descriptive name SIP Entity 1: Select the Session Manager SIP Entity configured in Section 7.3 Protocol: Select TLS Port: Port number to which the other system sends SIP requests. SIP Entity 2:Select the Communication Manager or the Branch Edition SIP Entity configured in Section 7.3 Port: Port number on which the other system receives SIP requests Trusted: Check this box Click Commit to save the configuration. The screen below shows the Entity Link configured between Avaya Aura Session Manager and Avaya Aura Communication Manager. The screen below shows the Entity Link between Avaya Aura Session Manager and Avaya IP Office for the sample branch. 35 of 71

36 The screen below shows the Entity Link between Avaya Aura Session Manager and Avaya Aura Experience Portal for the sample branch. Repeat the above steps to configure different SIP Entity links for Secondary Session Manager on DC-II Configure Routing Policy Routing policies describe the conditions under which calls will be routed to the SIP Entities. To add a routing policy, select Routing Policies link on the left pane and click on the New button (not shown) on the right. The screen for routing Policies is displayed on next page. Fill in the following: General Enter a descriptive name in Name and optional text in Notes. SIP Entity as Destination Click Select, and then select the appropriate SIP entity to which this routing policy applies (not shown). Time of Day Click Add, and select the default 24/7 time range. Defaults can be used for the remaining fields. Click Commit to save the Routing Policy definition. 36 of 71

37 The following screen shows the Routing Policy for routing calls from Avaya IP Office to non- SIP phones registered/ connected at Avaya Aura Communication Manager named To Duplex CM at the Headquarter. This same Routing Policy can also be used for routing PSTN calls to the Headquarters where To Duplex CM would send these calls through the central T1/E1 trunks to the PSTN 1. 1 The standard configuration on this Communication Manager and Avaya Media Gateway for routing calls to the PSTN are out of scope of these Application Notes, and are therefore not included. 37 of 71

38 The following screen shows the Routing Policy to IP Office at the sample site for routing PSTN calls as well as calls to the branch non-sip local extensions. 38 of 71

39 The following screen shows the Routing Policy for routing calls from Avaya Aura Session Manager to Avaya Aura Experience Portal application Configure Dial Patterns Define a Dial Pattern for matching calls based on dialed digits. A Dial Patterns is then associated with a Routing Policy to direct calls with the matched dialed digit stings to the destinations (SIP Entities as specified in Routing Policies). To add a dial pattern, select Dial Patterns on the left and click on the New button (not shown) on the right. Fill in the following, as shown in the screens below: Under General: Pattern: Dialed number or prefix Min: Minimum length of dialed number Max: Maximum length of dialed number SIP Domain: SIP domain specified in Section 7.1 Notes: Comment on purpose of dial pattern. Under Originating Locations and Routing Policies: 39 of 71

40 Click Add and then select ALL for Originating Location Name field and Routing Policy from the list. Defaults can be used for the remaining fields. Click Commit to save the Dial Pattern. Note: Above procedure can be repeated to route the call from Avaya Aura Session Manager to different entities such as Avaya Aura Session Manager to Avaya Aura Experience Portal etc. 8. Configure Avaya IP Office Gateway This section provides the procedures for configuring IP Office to be centrally administered via System Manager. These procedures include the following areas: Access IP Office Initial Configuration Utility (ICU) Add IP Office Element on System Manager Synchronizing IP Office System Configuration and Users with System Manager Launch IP Office manager via SMGR Configure IP Office Licenses Configure Codec Preference Configure SM Line Configure short codes Configure Incoming Call Route Configure SIP CC extension for CC Agents. 40 of 71

41 8.1. Access IP Office ICU (Initial Configuration Utility) Connect a PC/Laptop to the LAN port of IP Office 500 V2 Hardware box. Provide IP address to PC/Laptop of X range (such as ). PC/Laptop should be having latest IPO manager Application installed on it, now select Start Programs IP Office Manager to launch the Manager application. Click on File Open Configuration, a Select IP Office window will popup, enter IP Office IP address as ( default LAN port IP address of IP Office) and click on search, check the check box provided and below Initial Configuration Utility will Pop-Up. Below steps gives a brief about different values to provide during initial configuration of IP Office. Enter the following values: System Type Select IP Office Standard Mode System Name A descriptive name for IP Office LAN Interface Select appropriate LAN port IP address Enter IP address for IP Office IP Mask Enter IP mask for the IP range Gateway Enter gateway IP address for IP Office DHCP Mode provides the ability to act as a DHCP server for IP telephones and other IP endpoints. For the sample configuration the DHCP server is disabled. New Security Password Enter security password Under Centralized management Check the Check box. This filed indicates that all the IPO related administration will be done via Avaya Aura System Manager. SMGR Address Enter SMGR IP Address SNMP Community Enter public SNMP Device ID This value will be filled by system itself, leave it blank. Trap Community Enter public Device Certificate Name This name would be used to generate TLS certificate from SMGR Certificate Enrollment (SCEP) Password Enter password for TLS certificate exchange between SMGR and IP Office 41 of 71

42 After filling above details click on Save button, IPO will reboot. Once IP Office comes up again, launch IPO manager, access IP Office and verify above details got reflected properly on IP Office. 42 of 71

43 8.2. Configure IP Office Element on Avaya Aura System Manager To add IP Office as an element on SMGR, launch SMGR web page login as Administrator credentials. Go to Services Inventory Manage Elements (not shown), click on New. Name A descriptive name for IP Office Description Description for IP Office Node Enter IP Address of IP Office Device Type Select IP Office from drop down Device Version Select correct IP Office version from drop down Service Login The default Service Login is SMGRB5800Admin Service Password The default Password is SMGRB5800Admin Confirm Service Password Re-Enter Service Password Click on SNMP tab displayed in above screenshot. Select Version as V1 and Read Community as public. Click on Commit button. 43 of 71

44 8.3. Synchronizing IP Office System Configuration and Users with Avaya Aura System Manager Go to System Manager Services Inventory Synchronization IP Office, select IP Office. Select the System Configuration and Users and click on Now button. Verify that this operation is successful and Status Column should get updated with Completed status. 44 of 71

45 8.4. Launch IP Office Manager via Avaya Aura System Manager Go to System Manager Elements IP Office System Configuration, select the appropriate IP Office from the list by clicking on the radio button, click on Edit button, IP Office manager window will be launched as displayed on below screenshots. 45 of 71

46 8.5. Configure IP Office Licenses Go to SMGR Elements IP Office System Configuration, click on Edit button, IP Office manager window will be launched as displayed below. From the configuration tree in the left pane, select License and select Remote Server tab to configure following: Enable Remote Server Check box should be checked if using Centralized License server. Domain name(url) Manager IP Address>(In sample configuration System Manager is the centralized license server) URN WebLM/LicenseServer Port Number Keep Default value SIP Sessions Enter value as per licenses on license server. Maximum value can be 100. Click on OK Button and click Save button to save configuration (not shown) To Verify WebLM connectivity: 46 of 71

47 Go to System Manager Elements IP Office System Configuration, click on View button, IP Office manager window will be launched as displayed below. From the configuration tree in the left pane, select License and select License Mode Should show WebLM Normal mode Version 9 Instance value should be as per the license applied on WebLM License Server (In sample configuration it is SMGR) License Status should show status as Valid 47 of 71

48 8.6. Configure Codec Preference From the configuration tree in the left pane, select System to display the details panes on the right. Select the right-most tab called Codecs to specify the IP codecs and their preferred order for all calls on Avaya IP Office. In the sample configuration G.711 ULAW 64K, G.711ALAW 64K and G.729 (a) 8K CS-ACELP was selected. This should match the allowed codecs on Avaya Aura Communication Manager as configured in Section of 71

49 8.7. Configure SM Line From the configuration tree in the left pane, right-click on Line and select New SM Line (not shown) to add a new SIP Trunk connecting Avaya IP Office to Avaya Aura Session Manager. Enter the SIP domain configured for Avaya Aura Session Manager from Section 6.6 in SM Domain Name. Enter the IP address for Avaya Aura Session Manager in SM Address field. Make a note of the Line Number. Retain default values for all other fields. Click OK (not shown). Avaya IP Office uses a special type of SIP trunk to communicate with Avaya Aura Session Manager called an SM Line. From the configuration tree in the left pane, right-click on Line and select New SM Line to add an instance. In the Session Manager tab the following information is entered: Line Number Enter 111, Maximum 349 lines can be configured. SM Domain Name Enter sol001.fst.silpunelab.com, same SIP domain used in Avaya Aura Session Manager. SM Address IP address of the SIP signaling interface. Outgoing GroupID While this value is not adjustable it should be noted as it will be used for routing calls to Session Manager via Short Codes. Max Calls default is 10. It is set to 128 in the reference configuration. It should not exceed licensed value. URI Type SIP Must be set to SIP, when signaling is unsecured. Layer 4 Protocol Enter TLS.Default is TCP. Session Timer (Seconds) set it to On Demand. This filed is kept as On Demand to negotiate the Session refresh timer sent by CM 49 of 71

50 Repeat the above steps to create SM Line 112 for Secondary Session manager on DC-II Configure Short Codes From the configuration tree in the left pane, right click on Short Code and click on New. In the Short Code tab the following information is entered. Code Set to 3016NWhere N signifies any number after Feature Set to Dial. Telephone Number Set to 3016NSE. Where SE stands for send extension to sends extension information to Calling/Called party. Line Group ID Set to Group ID mentioned in Section to route the calls to Avaya Aura Session manager via SM Line Click on OK button. Note: In the similar way routing for other different number pattern can be achieved to SM Line or other trunks. 50 of 71

51 8.9. Configure Incoming Call Route From the configuration tree in the left pane, right click on Incoming Call Route and click on New (not shown). In the Incoming Call Route tab the following information is entered. Keep all the values as default on Standard tab, so that call incoming from any extension range is accepted on IP Office. 51 of 71

52 Click on Destination tab and put (.) sign in the destination text box to allow all calls to Avaya IP Office. Click on OK button. Now click on the save icon highlighted at the top menu bar. The information window below will appear to reboot Avaya IP Office. Click on OK button. After above operation IP Office Manager Application will be closed, and user will be provided with System Manager Administration started at Section 8.4 screen. To finally send reboot 52 of 71

53 command to Avaya IP Office Click on Commit button on the IP Office tab on System Manager, as highlighted below. Verify that after IP Office reboot is completed Edit: System Configuration status should be displayed as Completed as displayed in below screenshot. 53 of 71

54 8.10. Administer SIP CC extension for CC Agents. Creating Avaya IP Office SIP endpoints in a centralized branch requires administration of Avaya IP Office SIP Extension and User for each endpoint via System Manager. To create Avaya IP Office SIP extension for SIP CC Elite Agent, login to System Manager webpage via Admin credentials. Click User Management Manage Users New (not shown) Enter the Manager User Form as described below: Last name Enter a Last name of a user First Name Enter First Name of a user Login Name Enter Login name of SIP user in user@domainname.com format Password Enter password for user Confirm Password Re-Enter password Click on the Communication Profile tab and enter and confirm a Communication Profile Password, this is used when logging in the SIP endpoint. 54 of 71

55 On the same page, scroll down and under Communication Address click New, select Avaya SIP from the Type drop down box and enter the Fully Qualified Address of the new SIP user. Click Add when done. The Communication Address will now appear added. 55 of 71

56 Continue to scroll down on the same page, enter the following values: Primary Session Manager SM1 Secondary Session Manager SM2 Survivability Server Daytona-FST-Pune-Branch Origination Application Sequence CM Duplex Core Termination Application Sequence CM Duplex Core Home Location Daytona-FST-Pune-Branch 56 of 71

57 Scroll down the page to the CM Endpoint Profile section. Check the box next to CM Endpoint Profile as seen below. Select Communication Manager system from the System drop down box, select Endpoint as the Profile Type, enter the Extension number you wish to use and is available, select DEFAULT_9641SIPCC_CM_6_3 (you must select SIPCC template to be able to login CC Elite agent on these sip extensions) as the Template and ensure IP is configured as the Port. Click on Endpoint Editor button. Port is displayed below as S00384, as this station was already created and hence an IP port S00384 got assigned to it. 57 of 71

58 On the below screen click on Button Assignment (B) tab, assign values as Auto-In, aux-work, manual-in and agent-login to enable CC Elite Agent to perform these operation by enabling these buttons on 96x1 Desk Phone. Click on Done button. 58 of 71

59 Make sure to click Commit and Continue (not shown here) before Administering IP Office related parameters. Scroll down to the page to the IP Office section. Check the IP Office Endpoint Profile box. Select IP Office system from System drop down box, Select Default Centralized SIP Template from Template drop down box. Extension number and Set Type would get populated automatically. Click on Commit button (not shown here). 59 of 71

60 9. Configure Avaya one-x Agent for Headquarter agents Avaya one-x Agent registers to Avaya Aura Communication Manager in the headquarter and uses H.323 deskphone (deskphone mode) or only h.323 soft client (My Computer mode) on agent PC as displayed below. This section describes the steps to log in an Avaya one-x Agent station. Launch Avaya one- X Agent on the client PC. Click on Start Programs Avaya Avaya one-x Agent to launch one-x Agent client. Click Ok. The Welcome message is displayed. Select Change Login Settings. 60 of 71

61 From Avaya one-x Agent Login window, select Telephony tab and enter the following information: Extension: Enter the extension created back in Section 6.5 Password: Enter the password for the station created back in Section 6.5. Server Address: Enter the IP address for the procr of Communication Server User Type: Select Agent from the drop down.. Place and receive calls using: Select My Computer from the drop down. In sample configuration DeskPhone mode was also used Enable Automatic Connection to communication manager Check the checkbox 61 of 71

62 Select Agent tab and enter the following information: Agent: Enter the Agent created back in Section 6.4 Password: Enter the password for the Agent created back in Section 6.4 Enable ACD Login Check the checkbox Automatically sign into the ACD server Check the checkbox Click on Save Settings & Log in. 62 of 71

63 The H.323 station and agent will be logged in and a green jelly bean will be displayed as below to indicate that the agent is available. 10. Configure CC Elite Agents for SIP Centralized Avaya IP Office branch. The CC Elite agent Administration uses same procedure as explained on Section 6.4. To login CC Elite agent at Centralized branch location, login SIP CC extension created on Section 8.10 to 96x1 SIP Desk phone. Click on AgLogin button, which was configured on Section of 71

64 On Next screen displayed below, enter Agent Login ID and Password created by following the procedure mentioned in Section 6.4. Press on Enter Button. 64 of 71

65 On the screen displayed below Agent is logged in to AuxWrk mode as displayed by yellow Jelly bean. For CC Elite agent to be able to receive calls its state should be available. Press Auto In Button to make the CC elite agent available. 65 of 71

66 Green jelly bean displayed on the below screen indicates that the agent is in ready state and is available to take calls. 11. Verification Steps Verify Avaya Aura Session Manager Configuration Step 1: Verify Avaya Aura Session Manager is Operational Go to Elements Session Manager Dashboard to verify the overall system status for both Session Managers. Specifically, verify the status of the following fields as shown below: Tests Pass Security Module Service State 66 of 71

67 11.2. Verify SIP Entity Link Status Go to Elements Session Manager System Status SIP Entity Monitoring to view more detailed status information for the SIP Entity Links. Select the SIP Entity for Communication Manager from the All Monitored SIP Entities table (not shown here) to open the SIP Entity, Entity Link Connection Status page. Verify the Conn. Status for both links is Up as shown below. Repeat the steps to verify the Entity Link status for other SIP Entities like for other IP Office branches Verify Registrations of SIP Endpoint Go to Elements Session Manager System Status User Registrations to verify the SIP endpoints have successfully registered with at least one Session Manager. For example, the screen below highlights one Centralized SIP user from Branch 1 who have successfully registered with both Session Managers. 67 of 71

68 11.4. Verify Contact Center Elite Agent Login Status Login to Avaya Aura Communication Manager CLI prompt as administrative privileges enter command list agent-loginid staffed. Make sure all the configured agent are listed here and logged in to the configured Skill. 68 of 71

69 11.5. Verify IP Office System Status Launch IP Office System Status application and Go to System VoIP Trunks Line: 111. In sample configuration 111 is the SM line Trunk number. Verify Number of Administered Channels, SIP Trunk Channel License value are same as configured and should not be 0. Current Status of channel is Idle. 12. Conclusion In presence of WAN link between Avaya Aura Session Manager and Avaya IP Office, Avaya IP Office 9.0 with Avaya Aura 6.2 FP2 Infrastructure for Contact Center Elite Solution worked fine. 69 of 71

70 13. Additional References All references listed below can be downloaded from the following URL unless otherwise noted: Avaya IP Office R9.0: Solution Description for Avaya IP Office in a Branch Environment: Reference Configuration for Avaya IP Office in a Branch Environment: Deploying IP Office as an Enterprise Branch with Avaya Aura Session Manager: Deploying IP Office as a Distributed Enterprise branch in a CS 1000 Environment with Avaya Aura Session Manager: Administering Centralized Users for an IP Office Enterprise Branch: Migrating an IP Office or B5800 Branch Gateway to an IP Office Enterprise Branch: Avaya Aura Session Manager R6.2: Avaya Aura Session Manager Overview Installing and Configuring Avaya Aura Session Manager Maintaining and Troubleshooting Avaya Aura Session Manager Administering Avaya Aura Session Manager Avaya Aura Communication Manager R6.2: Avaya Aura Communication Manager Overview Installing and Configuring Avaya Aura Communication Manager Maintaining and Troubleshooting Avaya Aura Communication Manager Administering Avaya Aura Call Center Elite Programming Call Vectoring Features in Avaya Aura Call Center Elite Planning for an Avaya Aura Call Center Elite Implementation Avaya Aura Call Center Elite Overview and Specification Avaya Aura Experience Portal R.6.0 Avaya Aura Experience Portal Overview 70 of 71

71 . 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 Solution & Interoperability Test Lab at 71 of 71