Application Notes for Configuring TriVium CallAnalyst Enterprise Server with Avaya IP Office Delta Server - Issue 1.0

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for Configuring TriVium CallAnalyst Enterprise Server with Avaya IP Office Delta Server - Issue 1.0 Abstract These Application Notes describe the configuration steps required for TriVium Systems CallAnalyst Enterprise Server to work with Avaya IP Office Delta Server. CallAnalyst Enterprise Server is a call management and call accounting tool designed to report on the phone activity of a business. CallAnalyst Enterprise Server collects and reports on the Station Message Detail Reporting (SMDR) information generated by Avaya IP Office Delta Server. Information in these Application 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 18

2 1. Introduction These Application Notes describe the configuration steps required for TriVium CallAnalyst Enterprise Server (ES) to work with Avaya IP Office Delta Server. CallAnalyst ES is a call management and accounting tool designed to report on the phone activity of a business. CallAnalyst ES offers small, medium, and large businesses a scalable and reliable call accounting solution. Tracking and analyzing call data helps companies manage costs, increase productivity and improve billing accuracy. CallAnalyst ES features include: Traffic Analysis (add-on only) Campaign Manager (add-on only) Property Management System Integration (add-on only) Web Reporting (add-on only) Automated reports Time billing Contact management Export reports Call costing Crystal reports engine Call Alert/Fraud Alert Call logs/histories The configuration in Figure 1 shows a network consisting of an Avaya IP Office 406v2 with Avaya IP400 Phone Expansion Module, an Avaya IP Office Manager / Voic Pro / Delta Server PC 1, TriVium CallAnalyst ES PC, and Avaya 4600-series IP telephones connected to an Avaya C363T-PWR Stackable Switch. Avaya IP Office has T1/PRI and analog trunks to the central office. The Avaya IP Office Delta Server is configured to connect to the Avaya IP Office 406v2 in order to send SMDR data for all inbound and outbound calls as well as internal calls to various destinations. The Delta Server can be configured to send the SMDR data it receives from the Avaya IP Office to a number of destinations via SMDR log file, IP polling, sending to a specified IP address and port or sending to a serial (COM) port. The required destination depends on which method of data transfer is supported by the third-party call accounting application being used. For this solution, Delta Server is configured for IP polling where an IP port number is specified on which the Delta Server PC will then listen. A third-party application would then poll the IP Port to request Delta Server send the most recent SMDR records. The CallAnalyst ES implementation opens a connection and keeps this connection open to gather SMDR records 2. Upon SMDR record retrieval, CallAnalyst ES parses and processes the SMDR data, then stores the parsed SMDR data into a database for later record retrieval and/or reporting by the end user. 1 Avaya IP Office Voic Pro and Avaya IP Office Delta Server were installed on the same computer in the test lab configuration; it is recommended that they be installed on separate computers in a production environment. 2 Please refer to the Serviceability issue in Section of 18

3 The network configuration at Branch Site A was only used to generate IP trunk call SMDR records. Avaya IP Office Delta Server may only be used to report SMDR data from a single Avaya IP Office at a time. The tested configuration is shown in Figure 1. Figure 1 Network Configuration Diagram 3 of 18

4 2. Equipment and Software Validated The following equipment and software/firmware were used for the sample configuration provided: Equipment Software/Firmware Avaya IP Office 406v2 3.2(54) Avaya IP Office Small Office Edition 3.2(54) Avaya IP400 Phone Expansion Module 5.2(54) Avaya IP Office Delta Server 5.0(33) Avaya IP Office Manager 5.2(54) Avaya IP Office Voic Pro 3.2(28.4) Avaya IP Telephones 2.3 (4610SW, 4620SW) Avaya 5420, 2420, and 6408D+ Digital Telephones - Avaya Analog Telephone - Avaya C363T-PWR Stackable Switch TriVium CallAnalyst Enterprise Server 2.3 (build 5123) + CES2.3_Patch1 + Avaya HotFix SMDR + Avaya DNIS HotFix Microsoft SQL Desktop Engine MSDE 2000 Table 2 Equipment and Software / Firmware Versions Validated 3. Configure Avaya IP Office No configuration is required. For all other provisioning information such as Avaya IP Office installation and configuration, please refer to Avaya IP Office product documentation in reference [1]. 4. Configure Avaya IP Office Delta Server The configuration information provided in this section describes the steps used to configure Avaya IP Office Delta Server for this solution. For all other provisioning information, such as Avaya IP Office Delta Server installation, please refer to the product documentation in reference [2]. Step Description 1. Log into the Avaya IP Office Delta Server PC with the appropriate administrative credentials and navigate to Start Control Panel. 2. In the Control Panel window that appears, double-click Administrative Tools. 3. In the Administrative Tools window that appears, double-click Services. 4 of 18

5 Step Description 4. In the Services window that appears, verify CCC Delta Server is already started. If it is not, then start it manually. NOTE: Following initial installation, the CCC Delta Server service is not started until either the PC is restarted or the service is started manually. 5. Navigate to Start All Programs CCC Delta Server to launch the Delta Server. In the Delta Server window that appears, click Comms in the left pane. 5 of 18

6 Step Description 6. In the Connection Information page that appears, select the required IP Office system from the Connection drop-down. If the required IP Office system is not listed, enter its IP address in the Search field. Click Search. 7. Once the IP Office is listed, click apply. Ensure that Comms Status changes from Init Comms to Comms Restored. This may take a few minutes. NOTE: If the IP Office name or IP address is changed, this step must be repeated in order to re-establish the connection to the IP Office. 6 of 18

7 Step Description 8. Click SMDR in the left-hand panel. In the SMDR page that appears, check SMDR Log File Enabled, check SMDR Port Enabled, and set SMDR Port to Click apply. This completes configuration of the Avaya IP Office Delta Server. 9. Verify the Delta Server properly generates SMDR records by placing inbound and outbound calls on the Avaya IP Office. Then click Recent SMDR Entries and confirm the call activity is properly reflected. 7 of 18

8 5. Configure TriVium Systems CallAnalyst Enterprise Server The configuration information provided in this section describes the steps required to configure TriVium Systems CallAnalyst Enterprise Server (CallAnalyst ES) to retrieve SMDR records from Avaya IP Office Delta Server. For all other provisioning information, such as CallAnalyst ES software installation, installation of optional components, configuration of CallAnalyst ES for call accounting, report generation, etc., please refer to the CallAnalyst ES product documentation in reference [3]. Step Description 1. Log into the TriVium Systems CallAnalyst ES PC with the appropriate administrative credentials and navigate to Start Control Panel. 2. In the Control Panel window that appears, double-click Administrative Tools. 3. In the Administrative Tools window that appears, double-click Services. 4. In the Services window that appears, verify Multi Site Process Manager is already started. If it is not, then start it manually. NOTE: Following initial installation, the Multi Site Process Manager service is not started until either the PC is restarted or the service is started manually. 5. Navigate to Start All Programs TriVium Multi Site Configuration to launch the Multi Site Configurator, a configuration tool for CallAnalyst ES. 8 of 18

9 Step Description 6. In the Multi Site Configuration window that appears, select Avaya IP Office from the Phone System drop-down list, select TCP/IP for Call Data Source, set IP Address to the IP address of the Delta Server PC in Figure 1, set Port Number to the SMDR port number configured in the Delta Server (Section 4, Step 8), and set Data Request Interval (max 7 day equivalent) to 1 minute. Click Test. 7. In the Connected popup that appears, click Yes. 9 of 18

10 Step Description 8. In the Sample Data popup that appears, click X to close the popup. Note: This window is empty because no calls were placed at this point during the configuration. 9. In the Multi Site Configuration window, click Local Toll Free Area Code/Prefixes. 10 of 18

11 Step Description 10. In the Configure Local Area Code and Prefixes window that appears, enter a local area code in the Area Code field then click the Add>> button. Repeat for as many local area codes as needed. When finished, click Close. 11 of 18

12 Step Description 11. In the Multi Site Configuration window, check Long distance calls are prefixed with 1, set Local Area Code to the desired local area code, and set CTX Code Length to 0. Click Save. 12 of 18

13 Step Description 12. In the Settings Changed popup that appears, click Yes. This completes configuration of TriVium Systems CallAnalyst Enterprise Server. To verify CallAnalyst is up and running properly 13. Navigate to Start All Programs TriVium Health Monitor to launch the CallAnalyst Health Monitor application. 14. In the CallAnalyst Health Monitor window that appears, verify the Local Site status is Connected. To verify CallAnalyst SMDR record retrieval 15. Place an internal call on the Avaya IP Office. After the call is complete, verify SMDR data for the call has been generated on the Delta Server as instructed in Section 4, step Navigate to Start All Programs TriVium CallAnalyst. 13 of 18

14 Step Description 17. In the CallAnalyst Enterprise Server 2.3 window that appears, click All Calls to view all calls stored in the CallAnalyst ES database. 18. In the All Call Records window that appears, verify the record listed matches the SMDR record in the Avaya IP Office Delta Server (Section 4, step 9). 14 of 18

15 6. Interoperability Compliance Testing Interoperability compliance testing evaluated the ability of CallAnalyst Enterprise Server to collect and process SMDR records for various types of calls (inbound, outbound, internal, transfer, conference, etc.). A load test involving a high volume of calls was executed for one to two hours. CallAnalyst ES was configured to automatically retrieve, process, and store the CDR records for later report generation General Test Approach The general test approach was to manually place intra-switch calls, inbound trunk and outbound trunk calls to and from telephones attached to Avaya IP Office and verify that CallAnalyst ES collects the SMDR records and properly classifies and reports the attributes of the call. For the load test, a call generator was used to place calls over a two-hour period with CallAnalyst ES configured to automatically retrieve, translate and store the SMDR records for later report generation. Upon completion of the load test, the number of calls placed by the call generator was compared to the number of SMDR records processed and reported by CallAnalyst ES Test Results Aside from the issues listed below, all remaining test cases were completed successfully. CallAnalyst ES successfully captured and processed call records from Avaya IP Office. A load test with a call rate of ~2496 call attempts per hour using 12 PRI trunk channels and calls averaging 9.09 seconds in length was run for two hours. The call generator reported 4920 calls, which matched the number of SMDR records processed and reported by CallAnalyst ES. The following issues were found during testing: IP trunk SMDR record issue CallAnalyst ES did not properly parse inbound IP trunk call SMDR records. Status: TriVium Systems is aware of this and will provide a fix upon request. Transfer SMDR record issue SMDR records generated for some transfer call test cases were not as expected when compared to IP Office Delta Server documentation. Status: MRDB was filed with the IP Office team to update IP Office Delta Server documentation to properly reflect these scenarios. Conference SMDR record issue SMDR records generated for some conference call test cases were not as expected when compared to IP Office Delta Server documentation. Status: MRDB and MRDB were filed with the IP Office team to update IP Office Delta Server documentation to properly reflect these scenarios. Incorrect time stamp SMDR record issue An intermittent time stamp 1899/12/30 00:00:00 error occurred during testing. Status: MRDB reports this issue with the IP Office team. 15 of 18

16 Serviceability Issue Since Delta Server does not support Reliable Session Protocol, there is a chance of SMDR record loss if there is a network failure. During compliance testing, CallAnalyst ES did not appear to detect or reset its network connection to the Delta Server when the Delta Server came back online after a power failure or network link failure. SMDR records generated during this interval were lost. CallAnalyst has a parameter, TCPInterval, which can be set to reestablish the connection within a given time frame in minutes. However, modifying this parameter from default [0] to [1] minute and then to [2] minutes did not appear to have an effect. Due to time constraints, this issue could not be further investigated during the compliance test. Workaround: Reboot the CallAnalyst ES PC anytime Delta Server reboots or loses network connectivity. The following observations were made during testing: CallAnalyst ES reporting for DNIS IP Office supports DNIS (Dialed Number Information Service) for inbound PRI trunks only. With the DNIS hotfix installed, CallAnalyst ES reported DNIS information for all calls (internal and trunk) regardless of whether IP Office supported DNIS on the trunk or internal call. According to TriVium Systems, CallAnalyst ES reported DNIS because its logic places information provided in the Called Number field as DNIS information regardless of whether the switch supports it in the internal call or trunk call in question. In other words, CallAnalyst ES does not have the ability to report DNIS for PRI trunks only. Therefore, it is recommended that the DNIS hotfix only be used if DNIS from inbound PRI trunk calls needs to be reported. CallAnalyst ES Call Duration: CallAnalyst ES call duration field is the sum of the following SMDR record fields: duration, hold, and ring. CallAnalyst ES treatment of outbound IP trunk call: CallAnalyst ES reported an outbound IP trunk call as PBX Internal Trunk Type whereas an incoming IP trunk call was reported as unknown trunk type. According to TriVium Systems, CallAnalyst ES makes the determination of whether a trunk type is PBX Internal based on the number of digits dialed. CallAnalyst ES treatment of voic calls: SMDR records for calls to an automated attendant module using a short code (*96) or to retrieve voic (*17) are processed by CallAnalyst ES as a call to voic extension However, CallAnalyst ES does show the call as a Voic Access call. 7. Verification Steps The following steps may be used to verify the configuration: Verify Delta Server is configured to connect to Avaya IP Office (Section 4, Steps 6 7). Verify Delta Server is configured for IP Polling (Section 4, Step 8). Verify Delta Server is properly reporting SMDR records by placing a call between two internal extensions and verifying the SMDR information for the call appears in the Delta Server Recent SMDR Entries page (Section 4, Step 9). 16 of 18

17 Verify the SMDR data from the previous step is properly retrieved and reported by CallAnalyst Enterprise Server (Section 5, Step 18). 8. Support For technical support on CallAnalyst Enterprise Server, consult TriVium Systems, Inc. at or contact the TriVium Systems Technical Support at: Phone: (877) Conclusion These Application Notes describe the procedures required for configuring the TriVium Systems CallAnalyst Enterprise Server to collect SMDR data from Avaya IP Office Delta Server. Aside from the issues described in Section 6.2, all test cases completed successfully. 10. Additional References Product documentation for Avaya products may be found at [1] Avaya IP Office 3.2 Manager, Issue 18h, 14 th December 2006 [2] Delta Server & SMDR, Issue 6c, 10 th October 2005 The following TriVium Systems product documentation is installed with the CallAnalyst ES software: [3] TriVium Systems CallAnalyst Enterprise Server User Guide, version 2.3, October 7, of 18

18 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 18 of 18