Office-LinX Integration with Avaya IP Office via SIP Gateway

Transcription

1 Office-LinX Integration with Avaya IP Office via SIP Gateway Doc. Version: 8.5 (2) Date: Nov 202

2 i i Please refer to this guide when integrating Office-LinX with Avaya IP Office through a SIP Gateway. Contacting Esna Esna Technologies Inc. 30 West Beaver Creek Rd., Suite 0 Richmond Hill, ON L4B 3K Tel: Fax: Website: For hardware and software support, contact: Tel: techsupp@esna.com For documentation request and feedback, contact: documentation@esna.com Copyright & Trademarks Esna Technologies Inc. 30 West Beaver Creek Rd., Suite 0 Richmond Hill, ON L4B 3K Copyright by Esna Technologies Inc. All rights reserved. Unified Communications Server is made available under the terms of the Esna Technologies Inc. license agreement without express or implied warranties of any sort, including, specifically, any warranties relating to the performance or maintenance of the program. While every effort has been made to ensure accuracy, Esna Technologies Inc. will not be liable for technical or editorial errors or omissions contained within the documentation. The information contained in this documentation is subject to change without notice. Esna software and related documentation may be used only in accordance with the terms of the Esna Technologies Inc. license Agreement and copied only to provide adequate backup protection. Other brands and products are trademarks or registered trademarks of their respective holders and should be noted as such.

3 Office-LinX Integration with Avaya IP Office via SIP Gateway Chapter Summary Introduction... 2 TAPI Installation... 3 Office-LinX Installation... 6 Avaya IP Office Configuration... 7 Dialogic Media Gateway (DMG)... 0

4 2 Introduction Introduction Please refer to this guide for integrating the Office-LinX System with an Avaya switch connected via a SIP Gateway. You must ensure that all of the settings are done correctly during and after installation of the software. Also, please take note of the following: For UC Systems utilizing a SIP Gateway to interface to a PBX with an external integration information service (TAPI, TCP/IP SMDI), Port Routing and numbering must be utilized with the SIP Configuration in order to provide call integration to the system. On the SIP Gateway, the SIP URI address for the calls should be set to a number matching the analog port number on the PBX. This should be routed to the appropriate address (i.e. 20@voiceserverip). The numbers configured should match the port numbers entered in the SIP Configuration Wizard during the UC Installation. This will allow the system to match the information provided from the PBX to incoming SIP calls and allow the system to integrate. Hint: Before ordering, account teams should check with Avaya Services to determine if there are any applicable patches for customer specific configuration. Specifically if DCS+ or QSIG Networking is used. ISDN PRI. Private Networking. Basic Call Setup. Basic Supplementary Services. Supplementary Services with Rerouting. DCS+ for Multiple PBX Support. This option is only required for networking (multiple PBXs). Note: Either DCS+ or QSIG Networks are necessary to support multiple PBXs (Centralized Voice Mail). No other networks are supported. Note: Blind transfer is not supported when integrating IP Office with Office-LinX. Warning: The instructions found in this guide cannot be guaranteed to work for all installations since each site is unique. Some problems may arise even if you follow these instructions precisely. Therefore, use this document as a reference for your own configuration, making the changes appropriate to your site's specific requirements.

5 TAPI Installation 3 TAPI Installation Before you install Office-LinX, you must first install and configure the TAPI system by using the installer available from your switch.. Run the TAPI Setup installation program. 2. When prompted, click Next. 3. Enter the appropriate User Name and Password. Click Next. 4. At the prompt, click Install to begin the installation.

6 4 TAPI Installation 5. The wizard will begin copying files. 6. You will be prompted to restart the computer. Click Yes to restart your computer. 7. The installation will continue automatically after the reboot. When finished, you will be prompted with the following window. Click Finish. Your installation is now complete. 8. Go to Windows Control Panel. Double-click the Phone and Modems Options tool.

7 TAPI Installation 5 9. From the Advanced tab, select the Avaya IP Office TAPI2 Service Provider. Click Configure. 0. Enter the IP address for your switch. Enable the Third Party radio button then enter your switch password. Click OK to save the settings. You may now move on to Office-LinX installation.

8 6 Office-LinX Installation Office-LinX Installation Please refer to the Server Install Guide and follow the procedures which apply to your Operating System. The only specific action required for Avaya integration is to choose Dialogic Media Gateway as the PBX during installation. Note: Esnatech s Server Install Guide may be downloaded at: OL_Server_Install_Guide.pdf?attredirects=0&d= NOTE: To provide Call Recording and Direct Call control features two Short Codes must be configured on the Avaya IP Office PBX. Call Pickup Extn, and Call Intrude codes must be defined. They should not contain # (pound) as it is not a valid SIP character. For example a valid Call Pickup Extn code can be defined as *32*N* on the Avaya PBX, then in Office-LinX Admin we can define the Call Pickup code in the PBX Properties Transfer dialog as *32*E*. Similarly this can be done for the Call Intrude. The code defined for Call Intrude should be entered in the Admin PBX Properties Transfer dialog as the Barge In code. Finally, it is important to ensure the analog extensions being used for Voic have full permissions to use the Short Codes that have been defined.

9 Avaya IP Office Configuration 7 Avaya IP Office Configuration NOTE: Before Starting, ensure that you have a license for Avaya s CTI Link Pro. This allows the TAPI connection required between the UC server and the switch to provide integration information about all incoming calls, and provides additional call control features to end users.. Create users for the Analog extensions on the gateway with the settings shown in the following screenshots (names can be user specified). 2. Telephony settings must be configured as follows. Ensure that all multi-line options are disabled as shown. Ensure all options in the Voice Mail and Forwarding tabs are clear as well.

10 8 Avaya IP Office Configuration 3. Create a huntgroup with the analog extensions as members. 4. Under System > Voic , specify the Group Voic option with the newly created huntgroup as the Voic destination. This enables No Answer and Busy forwarding to the UC VM for all extensions/users on the PBX unless they are individually configured otherwise. 5. Under system Short Codes, define Call Pickup Extn and Call Intrude codes. If these codes are already present ensure they are not using a pound (#) character. If necessary, change the code to remove the #.

11 Avaya IP Office Configuration 9 6. After the Office-LinX install is finished, enter the codes defined above in the PBX Properties > Transfer tab from the Office-LinX Admin Console as shown. Ensure you enter the corresponding code as defined on your PBX, and simply replace the N with an E.

12 0 Dialogic Media Gateway (DMG) Dialogic Media Gateway (DMG) Please follow these steps to configure the gateway in order to ensure a proper integration between Office-LinX and the Avaya IP Office. Please keep in mind that the procedure may differ depending on the version of your gateway. Dialogic Media Gateway 6.0 SP. You must first program the DMG for integration with Avaya IP Office and also the voic server. Log into the DMG through your browser. On the main page, you will see the following information about the DMG version. Your system must have version 6.0 SP or later. 2. After verifying the DMG version, go to the IP section on the left menu and change, if necessary, the IP address of the box. Warning: YOU MUST CLICK ON SUBMIT BEFORE MOVING FORWARD OR ALL CHANGES WILL BE DISCARDED. Warning: IP Addresses and other site specific settings must be changed to match your site. 3. Go to the Config Section > TDM > Analog and make the settings shown. Note: Wait for Dial Tone after Flash Hook must be set to No. Warning: YOU MUST CLICK ON SUBMIT BEFORE MOVING FORWARD OR ALL CHANGES WILL BE DISCARDED.

13 Dialogic Media Gateway (DMG) 4. Check TDM > General and make sure the settings are as shown. Warning: YOU MUST CLICK ON SUBMIT BEFORE MOVING FORWARD OR ALL CHANGES WILL BE DISCARDED.

14 2 Dialogic Media Gateway (DMG) 5. Turn off the following settings under Config > VOIP > Media: Signaling Digit Relay Mode = Off Voice Activity Detection = Off Fax IP-Transport Mode = G.7-Passthrough Warning: YOU MUST CLICK ON SUBMIT BEFORE MOVING FORWARD OR ALL CHANGES WILL BE DISCARDED. Hint: The next few steps are very important so please follow them closely. 6. Go to Config > Routing Table and create as many host groups as your voic ports. a. Click on Voip Host groups and you will see the following screen. Click on the Add Host group button to start creating your host groups. They will match your voic ports. b. Enter a description in the name Field and then enter the first port extension in the Host List following the format in the screenshot below.

15 Dialogic Media Gateway (DMG) 3 c. To enter the next voic port information, click on the Add host group button on the left and enter the required information. d. When you are finished, the screen should contain all of your ports as in the sample configuration. There are 4 ports here, but if you have 8 ports, you need to repeat these steps 8 times. Warning: YOU MUST CLICK ON SUBMIT BEFORE MOVING FORWARD OR ALL CHANGES WILL BE DISCARDED.

16 4 Dialogic Media Gateway (DMG) 7. Go to TDM TRUNK GROUPS and click on the ADD TDMTrunk group button as many times as necessary to create as many trunks as you have voic ports. Refer to the screenshot below to label everything accordingly. Give a name to each trunk and enter the correct sequential numbers in the Port/Channel Content. Leave everything under the Selection Direction and Selection Mode unchanged. Warning: YOU MUST CLICK ON SUBMIT BEFORE MOVING FORWARD OR ALL CHANGES WILL BE DISCARDED. 8. Go to Inbound VOIP Rules. Click on the Add Rule button as many times as necessary to create as many rules as you have voic ports. Give each rule a name and leave everything else unchanged. Warning: YOU MUST CLICK ON SUBMIT BEFORE MOVING FORWARD OR ALL CHANGES WILL BE DISCARDED.

17 Dialogic Media Gateway (DMG) 5 9. Once the rules have been added, configure each rule using this example as a guide. First, select rule number one as shown below and indicated by the blue area in the top section. In this first example, the InBound VoIP Request Matching entry is associated with the extension of the first port. For the Outbound Routes the Trunk Group (port) is associated with the first port. You must also ensure that the Outbound Destination is configured as TDM for all rules. 0. The second example follows the same pattern. Select the second rule then define the Inbound VoIP Request Matching as the extension number of the second port, then the Outbound Routes Trunk Group as the second port. The Outbound Destination is also configured as TDM.

18 6 Dialogic Media Gateway (DMG). Lastly, click on the Inbound TDM Rule and click on the Add Rule button as many times necessary to create as many rules as you have voic ports. Give each Rule a name. In the trunk group column, choose a port for each rule. Warning: YOU MUST CLICK ON SUBMIT BEFORE MOVING FORWARD OR ALL CHANGES WILL BE DISCARDED. 2. Once the rules have been added, configure each rule using this example as a guide. First, select rule number one as shown below and indicated by the blue area in the top section. In this first example, the Outbound Routes Host Group is selected as the first entry, T. You must also ensure that the Outband Destination is configured as VoIP for all rules.

19 Dialogic Media Gateway (DMG) 7 3. The second example follows the same pattern. Select the second rule then define the Outbound Routes Host Group with the second entry, T 2. The Outbound Destination is also configured as VoIP. 4. Restart the DMG.

20 8 Dialogic Media Gateway (DMG) Legacy Dialogic Media Gateway. Configure the Gateway with an IP Address/Default Gateway as specified in the User s Manual. Access the web dialog and upload the Dialogic DMG000-AvayaIPOfficeConfig.ini file to the gateway from the Import/ Export menu. 2. This sets up the gateway with predefined telephony settings for interfacing to the Avaya IP Office switch. Connect the analog lines (IN NUMERICAL ORDER) to the analog ports found on the back of the DMG. When finished, go to the Gateway > Gateway Routing Tab and enter the IP address of your Office-LinX UC server. 3. Once this step has been performed, go to the Dial Plan > Inbound VoIP Routing tab. Under the Calling Number fields, replace the xxx with the voice port extension numbers (in numerical order, these should also be defined in the SIP Config wizard on the Office-LinX Server). 4. Go to the Inbound TDM Routing tab, replace xxx@ with the valid extensions and IP address of your voice server in URI format (i.e. 20@ , etc.).

21 9 Dialogic Media Gateway (DMG) The previous configuration steps are required to allow the Office-LinX system to match up Caller ID provided by the Avaya CTI Link pro service, and integrate inbound calls. Once the Office-LinX UC server has been installed and the previous configuration has been performed, place a test call to the UC system to ensure proper integration.

22 20 Dialogic Media Gateway (DMG)