Abstract. Avaya Solution & Interoperability Test Lab

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for LocusDialog s Speech Telephony Solutions (LocusDialogSTS) and the Avaya S8300 Media Server with Avaya G700 Media Gateway- Issue 1.0 Abstract LocusDialogSTS was compliance tested with the Avaya S8300 Media Server/Avaya G700 Media Gateway. The objective of the test was to evaluate interoperability of the abovementioned products in a basic speech-enabled auto attendant configuration. All test cases for feature functionality and load were completed successfully. 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 27

2 1. Introduction These Application Notes describe the compliance-testing configuration used to test the LocusDialogSTS system, herein referred to as LocusDialogSTS, with the Avaya S8300 Media Server/Avaya G700 Media Gateway. Figure 1 provides a high level topology. LocusDialogSTS is a hardware and software solution which offers access to people and information by speech enabling various communications applications, including call answering, call center routing, corporate and personal voice-activated dialing and the provision of selfservice information. The solution routes callers to internal, external, or out-dialing destinations, based on their spoken choices, CLID (Calling Number Identification) or DNIS (Dialed Number Identification Service). Integration with the Avaya S8300 Media Server/Avaya G700 Media Gateway system is achieved using the Intel Dialogic DSE PBX Integration Board that offers a 2-wire Digital Communications Protocol (DCP) interface and emulates an Avaya 8434DX digital telephone. In addition, the Avaya G700 Media Gateway requires an MM712 Digital Media Module. The diagram presented is representative of an actual installation. However, each installation may differ in extension numbers assigned, number of ports available, etc. MM712 PSTN Simulated by Call Generator Avaya S8300/G700 Telephones Simulated by Call Generator DSE Ports Layer 2 Switch LocusDialogSTS Test Telephones Figure 1: Avaya DeveloperConnection Compliance Test Configuration 2 of 27

3 2. Equipment and Software Validated The following equipment and software were used for the test configuration. Equipment Avaya S8300 Media Server with Avaya G700 Media Gateway Avaya MM712 Digital Media Module LocusDialogSTS Dell PowerEdge 2500 with Microsoft Windows 2000 Professional SP3 and Intel Dialogic DSE PBX Integration Board DL and Voice Processing Boards D/41JCT-LS and D/120JCT-LS Software Avaya Communication Manager 1.3 HW03 FW with Hotfix (patch ) and Hotfix #705HF29 3. Configure the Avaya S8300 Server 3.1. Digital Station Ports LocusDialogSTS communicates with the S8300 via two-wire Digital Communications Protocol (DCP) ports. The number of ports configured corresponds directly to the number of ports licensed and available on LocusDialogSTS. In addition, these ports are administered as part of a hunt group in order to allow Avaya Communication Manager to distribute calls evenly across all ports as necessary. The next series of steps are performed through the System Access Terminal (SAT) interface. Add a station for each port connected to LocusDialogSTS, as shown in Figure 2. Note that on Page 1 of the station form each station is configured as an 8434D station type. Enter a meaningful name in the Name field. display station 2200 Page 1 of 5 STATION Extension: 2200 Lock Messages? n BCC: 0 Type: 8434D Security Code: TN: 1 Port: 001V401 Coverage Path 1: COR: 1 Name: LocusDialogSTS1 Coverage Path 2: COS: 1 Hunt-to Station: STATION OPTIONS Loss Group: 2 Personalized Ringing Pattern: 1 Data Module? n Message Lamp Ext: 2200 Speakerphone: 2-way Mute Button Enabled? y Display Language: english Expansion Module? n Media Complex Ext: IP SoftPhone? n Figure 2: Digital Station Port Assigned to LocusDialogSTS The field values on the remaining pages of the station form were unchanged from their default values Hunt Group with Coverage Add a hunt group that will be the default entry point for calls and will distribute calls to the station ports connected to LocusDialogSTS as shown in Figures 3, 4 and 5. Note that on Page 1 3 of 27

4 of the hunt group form the name entered into the Name field must also include the extension number of the hunt group; in this case 5550 is pre-pended to the name. This allows LocusDialogSTS to play the correct prompt. LocusDialogSTS analyzes the name display information provided by Avaya Communication Manager in an attempt to identify the dialed number. If Avaya Communication Manager provides the DNIS information within the display information for the call, then LocusDialogSTS will be able to play the corresponding prompt. Also, note that a coverage path number, in this case coverage path 1, has been assigned to the hunt group. This coverage path will be used when all ports in the hunt group are busy or when a specific port does not answer. Customer provided requirements define the specific coverage criteria. display hunt-group 5 Page 1 of 60 HUNT GROUP Group Number: 5 ACD? n Group Name: 5550LocusDialogSTS Queue? n Group Extension: 5550 Vector? n Group Type: ucd-mia Coverage Path: 1 TN: 1 Night Service Destination: COR: 1 MM Early Answer? n Security Code: ISDN Caller Display: Figure 3: Hunt Group for Digital Station Ports Page 1 display hunt-group 5 Page 2 of 60 HUNT GROUP Message Center: none LWC Reception: none AUDIX Name: Figure 4: Hunt Group for Digital Station Ports Page 2 4 of 27

5 display hunt-group 5 Page 3 of 60 HUNT GROUP Group Number: 5 Group Extension: 5550 Group Type: ucd-mia Member Range Allowed: Administered Members (min/max): 1 /8 Total Administered Members: 8 GROUP MEMBER ASSIGNMENTS Ext Name (24 characters) Ext Name (24 characters) 1: 2200 LocusDialogSTS1 14: 2: 2201 LocusDialogSTS2 15: 3: 2202 LocusDialogSTS3 16: 4: 2203 LocusDialogSTS4 17: 5: 2204 LocusDialogSTS5 18: 6: 2205 LocusDialogSTS6 19: 7: 2206 LocusDialogSTS7 20: 8: 2207 LocusDialogSTS8 21: 9: 22: 10: 23: 11: 24: 12: 25: 13: 26: At End of Member List Figure 5: Hunt Group for Digital Station Ports Page 3 Add a coverage path as shown in Figure 6. This coverage path should be assigned to the hunt group previously defined. The coverage path allows the call to be re-directed in the case where all LocusDialogSTS ports are busy or a specific port does not answer after a specified number of rings. The value of the Point1 field can be one of several values allowed by Avaya Communication Manager, including an extension, announcement, attendant, VDN, etc. Customer provided criteria will determine the specific value entered in the Point1 field. display coverage path 1 COVERAGE PATH Coverage Path Number: 1 Next Path Number: Hunt after Coverage? n Linkage COVERAGE CRITERIA Station/Group Status Inside Call Outside Call Active? n n Busy? y y Don't Answer? y y Number of Rings: 2 All? n n DND/SAC/Goto Cover? y y COVERAGE POINTS Terminate to Coverage Pts. with Bridged Appearances? n Point1: 2502 Rng: Point2: Point3: Point4: Point5: Point6: Command: Figure 6: Coverage Path for Hunt Group 3.3. Call Vectors for Additional Entry Points In addition to the default entry point of 5550 previously described, additional entry points can be added that will also route calls to the same LocusDialogSTS ports, but play a different prompt. 5 of 27

6 LocusDialogSTS differentiates these calls by analyzing the display name provided with the call by Avaya Communication Manager. To create an additional entry point, add a Vector Directory Number (VDN) that conforms to the dial plan. An example is shown in Figure 7. As in the previous case, the extension number of the VDN is pre-pended to the name assigned in the Name field for the VDN; in this case 5551 is pre-pended to the name assigned in the Name field. This allows LocusDialogSTS to differentiate calls to 5550 versus calls to 5551 and play the corresponding prompt for LocusDialogSTS uses the name display information to identify the correct application to be executed based on the DNIS information provided by Avaya Communication Manager. Note that in the example below, Vector 55 is used to route the call. display vdn 5551 Page 1 of 2 VECTOR DIRECTORY NUMBER Extension: 5551 Name: 5551LocusDialogSTS Vector Number: 55 Allow VDN Override? n COR: 1 TN: 1 Measured: none Figure 7: Vector Directory Number 6 of 27

7 Vector 55 as shown in Figure 8 will route the call to hunt group 5 using the hunt group extension in the route-to number call vectoring command. In this case the hunt group extension is This allows the same LocusDialogSTS ports to be used dynamically for different applications based on DNIS information. Also, setting the optional coverage parameter to y allows call coverage to apply when calls are routed to the hunt group extension using the route-to number call vectoring command. display vector 55 Page 1 of 3 CALL VECTOR Number: 55 Name: Lock? n Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? y Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? n 01 route-to number 5550 with cov y if unconditionally CLID Programming Press 'Esc f 6' for Vector Editing Figure 8: Call Vector Automatic Number Identification (ANI) or Calling Party Number (CPN) based routing can also be achieved so long as Avaya Communication Manager provides the ANI/CPN in the display information associated with the call. LocusDialogSTS differentiates these calls by analyzing the display name provided with the call by Avaya Communication Manager. If a specific ANI/CPN is present, LocusDialogSTS will play the corresponding prompt. LocusDialogSTS can be programmed to recognize ANI/CPN from an internal caller such as 2500 versus ANI/CPN from an external caller such as (514) Add a station for each internal caller that will be routed by LocusDialogSTS based on ANI/CPN as shown in Figure 9. Note that the name entered into the Name field must also include the station s extension number; in this case 2500 is pre-pended to the name. This allows LocusDialogSTS to play the correct prompt based on an ANI/CPN of LocusDialogSTS analyzes the name display information provided by Avaya Communication Manager in an attempt to identify the calling party. If Avaya Communication Manager provides the ANI/CPN information within the display information for the call, then LocusDialogSTS will be able to play the corresponding prompt. 7 of 27

8 display station 2500 Page 1 of 4 STATION Extension: 2500 Lock Messages? n BCC: 0 Type: 4612 Security Code: * TN: 1 Port: S00000 Coverage Path 1: COR: 1 Name: 2500Roger Clemmons Coverage Path 2: COS: 1 Hunt-to Station: STATION OPTIONS Loss Group: 19 Personalized Ringing Pattern: 1 Message Lamp Ext: 2500 Speakerphone: 2-way Mute Button Enabled? y Display Language: english Media Complex Ext: IP SoftPhone? n Figure 9: CLID in the Name Field In the case where a call is received from a trunk, Avaya Communication Manager will send ANI/CPN information to LocusDialogSTS, if it is available. 4. Configuring LocusDialogSTS 4.1. Configuration Panel Initial configuration of the LocusDialogSTS involves adjusting a few parameters. In the Admin Tools window, click Configuration Panel, as shown in Figure 10. Figure 10: Admin Tools Configuration Panel The Configuration Panel has three access levels: Level 1 is for system administrators Level 2 is for the distributors Level 3 is for LocusDialog trained personnel 8 of 27

9 All settings mentioned in the following pages belong to level 2. The Configuration Panel allows the user to define a number of parameters, including the method used in transferring calls and the appropriate DNIS and CLID masks to be used in the analysis of the incoming call associated display information provided by Avaya Communication Manager. Set the Transfer String, the 1 st DNIS mask, and the 1 st CLID mask as shown in Figure 11. Figure 11: Configuration Panel 1 of 3 9 of 27

10 Click on the Transfer String line, enter the value LISTEN:&,X# in the corresponding field, then press <Apply>. This instructs LocusDialogSTS to follow the transfer digits with a # digit. This allows LocusDialogSTS to properly transfer calls to destinations in a dial plan with mixed station numbering. For example, if the PBX has valid extension ranges such as and on the same system and the requested destination is 2500, LocusDialogSTS will dial 2500 followed by # to signal the PBX that it has finished dialing. Click on the 1 st DNIS Mask line, select the value {24Z}+<*T> from the corresponding dropdown list, then press <Apply>. This instructs LocusDialogSTS to look for the DNIS information at the 25 th character position of the incoming call associated display information. Click on the 1 st CLID Mask line, select the value {2Z}+<*T> from the corresponding drop-down list, then press <Apply>. This instructs LocusDialogSTS to look for ANI/CPN information at the 3 rd character position of the incoming call associated display information. During testing, a 2 nd CLID Mask was also defined for incoming trunk calls where CLID is available and CLID is 10 digits in length. For example, if CLID= , a 2 nd mask should be defined as {7Z}+<*T>. This will properly identify the 10-digit CLID to LocusDialogSTS application and can also be used for routing based on CLID. 10 of 27

11 As shown in Figure 12, LocusDialogSTS ACD Mode was not enabled for the tests. Figure 12: Configuration Panel 2 of 3 11 of 27

12 Click the Maximum Number of Digits in Extension line and enter the correct value in the corresponding field according to the Avaya Communication Manager dial plan. Press <Apply>. Setting the value to 5 as shown in Figure 13 allows the maximum extension length to be 5 digits in length. Figure 13: Configuration Panel 3 of 3 12 of 27

13 4.2. Phone Directory and Menu Editor In the LocusDialogSTS Admin Tool window, click Phone Directory and Menu Editor as shown in Figure 14. Figure 14: Admin Tools Phone Directory and Menu Editor 13 of 27

14 Within the Phone Directory and Menu Editor application, access to the port assignments and entry point configuration is available via the Edit menu or from the icon located in the toolbar as shown in Figure 15. Figure 15: Phone Directory and Menu Editor 14 of 27

15 The Ports and Entry Points window allows the physical ports to be assigned as shown in Figure 16. The check marks indicate that the ports are active and have been assigned. Figure 16: Ports and Entry Points 15 of 27

16 Expand the port group by clicking the + symbol next to the Ports line to view the entry point assignments. A default is present and can be configured as shown in Figure 17. Figure 17: Default Entry Point The default entry point handles incoming calls that do not match any other specific criteria for call handling. In the test scenario, the default entry point routed calls that were made to 5550 into the Top Level Menu of LocusDialogSTS. Note that there is no DNIS/CLID tab for this entry because it is the default entry. 16 of 27

17 An external entry point can be defined as shown in Figure 18. Figure 18: External Entry Point According to the example in Figure 18, calls to the External 5551 entry point will be handled via the External Entry Point Home Menu. 17 of 27

18 Click the DNIS/CLID tab and associate calls to 5551 to the External5551 entry point by entering 5551 under the DNIS column heading as shown in Figure 19. The actual number entered will depend upon the PBX configuration. Figure 19: DNIS Assignment 18 of 27

19 ANI/CPN criteria can be defined as shown in Figure 20. Figure 20: Internal Entry Point According to the example shown in Figure 20, calls to the Roger entry point will be handled via the Internal Entry Point Home Menu of LocusDialogSTS. 19 of 27

20 Select the DNIS/CLID tab and associate calls from 2500 to the Internal Entry Point entry point by entering 2500 under the CLID column heading as shown in Figure 21. The actual number entered will depend upon the PBX configuration. Wild cards can be used (e.g., 2???, so that the range of 2000 to 2999 extensions can be filtered). Figure 21: CLID Assignment 5. Interoperability Compliance Testing This Interoperability Compliance Test included feature functionality and load testing. Load data were collected from the Avaya S8300 Media Server and LocusDialogSTS General Test Approach Feature functionality testing was performed manually. During the manual tests, calls were made to the LocusDialogSTS hunt group extension 5550 or to the external entry point Requested destination names were verbally spoken. LocusDialogSTS would recognize the requested destination and transfer the call to the requested destination. At the requested destination, the calls were answered and audio paths were verified. During load testing, a call generator was used to generate incoming calls to the system for sustained periods. Using a call origination channel, the call generator would originate calls to the hunt group extension 5550 and play a requested destination using pre-recorded.wav files. 20 of 27

21 LocusDialogSTS would recognize and transfer the calls to the requested destinations. The destinations requested were assigned to receiver channels on the call generator. The call generator would verify the audio path and that the call was transferred to the appropriate destination channel Test Results All test cases passed successfully. No errors were detected. 6. Verification Steps Make a call into LocusDialogSTS by dialing the hunt group extension. LocusDialogSTS should respond with a voice prompt. As an additional verification step, activate the LocusDialogSTS Monitor. To do so, click Monitor in the Admin Tools window, as shown in Figure 22. Figure 22: Admin Tools Monitor This tool can also be used in diagnosing basic error conditions, e.g. port disconnected. The following steps should also be performed: Call LocusDialogSTS by dialing the hunt group extension and make sure that it answers, that the port turns yellow in the Monitor application window and that you get the greeting. Call LocusDialogSTS and make a complete transfer to an extension and external number. Call LocusDialogSTS and hang up. The port should go from yellow to green within a few seconds. 1 Accuracy of speech recognition was not the focus of testing. 21 of 27

22 Call LocusDialogSTS and request to be transferred to a busy extension that does not have call coverage assigned and verify that LocusDialogSTS comes back with a busy message. As shown in Figure 23, the monitor application will display a colored dot representing the status of each port that has been activated and assigned. Figure 23: Monitor With All Ports Idle 22 of 27

23 A green colored dot as shown in Figure 23 indicates a port that is idle and has detected an idle physical connection to the PBX. Ports that are physically disconnected are colored black. The status indications are dynamically updated within a few seconds. 23 of 27

24 During the processing of an incoming call, the monitor program will display activity occurring on a specific port by changing the color of the port s associated dot from green to yellow as shown in Figure 24. Additional call related information can be viewed by clicking on the desired dot. Figure 24: Monitor With First Port Active 24 of 27

25 7. Support Customers should call the LocusDialog Customer Service Center when having problems related to LocusDialogSTS. LocusDialog will then determine the nature of the problem and recommend the best plan to the customer, whether it is to: Fix the problem though remote access. Dispatch, at LOCUS discretion, on-site technical support. Provide problem information for the customer to contact DELL for any DELL server defect as well as provide assistance during communications with DELL. The customer, as the bearer of the DELL warranty, is the only authorized person that can contact DELL for service. To arrange for the repair/replacement of the part. For technical support on LocusDialogSTS, contact the LocusDialog Customer Service Center at , or csc@locusdialog.com. For sales support, call and say sales support. Product documentation, such as User Manuals, Installation Manuals, Administration Manuals and Troubleshooting Manuals can be provided on request, sent by or downloaded from a secure ftp site to which access will be given on demand. These documents can also be found on the customer system. 8. Conclusion LocusDialogSTS was compliance tested with the Avaya S8300 Media Server/Avaya G700 Media Gateway. LocusDialogSTS functioned properly for feature functionality and under load. 9. Additional References The following documents can be found at Administrator s Guide for Avaya Communication Manager, Release 1.3, Issue 6, May 2003; Doc ID: Avaya Communication Manager Call Vectoring and Expert Agent Selection (EAS) Guide, Release 1.3, Issue 1.0, May 2003; Doc ID: Glossary Technical Term ACD ANI CLID CPN DNIS Definition as it pertains to this document. Automatic Call Distribution Automatic Number Identification Caller Identification also known as ANI/CPN Calling Party Number Dialed Number Identification Service 25 of 27

26 DSE PBX VDN Digital Set Emulation Private Branch Exchange Vector Directory Number 26 of 27

27 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 27 of 27