Application Notes for XTEND Communications AnswerPro with Avaya IP Softphone - Issue 1.0

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for XTEND Communications AnswerPro with Avaya IP Softphone - Issue 1.0 Abstract These Application Notes describe the configuration steps required in order for XTEND Communications AnswerPro to successfully interoperate with the Avaya IP Softphone on the Avaya S8700 Media Server. 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 9

2 1. Introduction These Application Notes describe the compliance-tested configuration utilizing Avaya IP Softphone and XTEND Communications AnswerPro. XTEND does not allow end customers to install or customize the AnswerPro application. As such, this document will address the configuration steps required to allow the Avaya IP Service Provider within Avaya IP Softphone to interoperate with XTEND Communications AnswerPro. XTEND Communications AnswerPro is a Windows-based CTI application that provides telephone operators visual access to advanced telephony capabilities from their desktop computer. Before agents answer the phone, AnswerPro delivers information about the call along with the reason for the call, through a desktop client. As seen in Figure 1, Avaya Communication Manager runs on the Avaya S8700 Media Server. In this sample configuration, Avaya IP Telephones and Avaya Softphones are provisioned. The P133s are functioning as Layer 2 switches. Since the configurations of the Avaya P133s are not specific to the solution, they are not discussed in these Application Notes. Avaya P133 Network Avaya P133 Avaya S8700 Media Servers Avaya G600 Media Gateway CLAN: MEDPRO: Avaya IP Telephone XTEND AnswerPro Avaya IP Softphone Figure 1: Avaya DeveloperConnection Compliance Test Configuration 2 of 9

3 2. Equipment and Software Validated The following equipment and software were used for the sample configuration provided: Equipment Avaya S8700 Media Server Software Avaya Communication Manager 1.3 Avaya IP Telephone R1.8 Avaya IP Softphone R4 V1 Service Pack 3 XTEND Communications AnswerPro Version Configure the Avaya IP Telephone 1. Change the station parameters by entering the command change station Go to the third page and change the button assignment as shown below. Note that XTEND must be made aware of the position of this key to customize AnswerPro. change station Page 3 of 4 STATION SITE DATA Room: Headset? n Jack: Speaker? n Cable: Mounting: d Floor: Cord Length: 0 Building: Set Color: ABBREVIATED DIALING List1: List2: List3: BUTTON ASSIGNMENTS 1: call-appr 7: 2: call-appr 8: 3: call-appr 9: 4: 10: 5: 11: 6: 12: release 3 of 9

4 4. Configure the Avaya IP Service Provider for AnswerPro XTEND does not allow end customers to install or customize the AnswerPro application. As such, this section will address the configuration steps required to allow the Avaya IP Service Provider within Avaya IP Softphone to interoperate with XTEND Communications AnswerPro. 1. Install Avaya IP Softphone as per the installation manual. 2. Start the Avaya IP Softphone. Select Settings from the menu bar and select Login Settings. 4 of 9

5 3. Select the Call Control tab. Select Other TAPI Application. In the Name field, enter XTENDTapiInterface. In the Path field, enter the full path of the XTEND phone application. In this configuration, the value c:\console\xntapi.exe was entered. 4. Click OK to save the changes. 5 of 9

6 5. From the menu bar, select File -> Log In. Enter the extension and password of the IP telephone. For the Configuration field, select Log into IP Telephone. Click the Discover button to populate the IP Telephone Address. Alternatively, enter the IP address of the IP Telephone. Click the Login button. 6. When prompted, press the # key on the IP Telephone. Once logged in, the XTEND TAPI application will start. 6 of 9

7 7. On the desktop, double-click the XTEND Console application. Enter the appropriate credentials to log in to the application. 5. Interoperability Compliance Testing Interoperability compliance tests included feature, functionality, and performance testing. Feature and functionality testing examined AnswerPro s ability to provide telephony features such as making, receiving, transferring, and conferencing calls. Feature and functionality was verified using manual methods. Performance testing was conducted using call generation and desktop manipulation tools. 6. Verification Steps This configuration was verified in a test environment with the use of network tools. In the field, the following verification steps can be performed to test the interoperability at stages where incorrect configuration is most likely to occur. 7 of 9

8 1) Network Connectivity Ping between the media server and the PC running AnswerPro, and from AnswerPro to the IP Telephone. 2) Telephony Connectivity: Station Place calls to and from the IP Telephone. Verify that each call completes and a talk path is present. 3) Application Connectivity: Place calls to and from the IP Telephone. Verify that IP Softphone correctly displays the call information. The status station command on Avaya Communication Manager may be used to monitor the events at the station. 7. Support XTEND Communications provides technical support, which can be reached at during normal business hours. After hour emergency support is available at Alternatively, they can be reached by sending to support@xtend.com. 8. Conclusion These Application Notes describe the configuration steps required to configure XTEND Communications AnswerPro to successfully interoperate with the Avaya IP Service Provider that is part of the Avaya IP SoftPhone. Features and functionality were tested, and performance testing was conducted to validate the solution. 9. Additional References The following document may be used for more information: Administration for Network Connectivity for Avaya MultiVantage Software Document ID , available at Administrators Guide for Avaya MultiVantage Software Document ID , available at XTEND Communications User Documentation for AnswerPro 8 of 9

9 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 9 of 9