Configuring Avaya Workforce Optimization Select on Avaya Aura Communication Manager

Transcription

1 Configuring Avaya Workforce Optimization Select on Avaya Aura Communication Manager Release

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5 Contents Chapter 1: Introduction... 9 Purpose... 9 Prerequisites... 9 Chapter 2: Integration scenarios Integration scenarios Part 1: Avaya Aura Contact Center on Avaya Aura Communication Manager Chapter 3: Overview Avaya Aura Contact Center on Avaya Aura Communication Manager deployments Chapter 4: Planning Key customer configuration information for Avaya Aura Contact Center on Communication Manager Prerequisites for configuring Avaya Aura Contact Center on Communication Manager Chapter 5: Process Checklist for configuring Avaya Aura Contact Center on Communication Manager Installing TSAPI client for Windows Configuring component parameters Component parameters field descriptions Adapter parameters AES adapter parameters Avaya adapter parameters AACCNet adapter parameters Messaging parameters Media manager parameters Recorder parameters Restarting the Avaya Workforce Optimization Select components Configuring dynamic parameters for the recorder Configuration values for dynamic recorder parameter Chapter 6: High availability and redundancy High availability recording in Avaya Aura Contact Center on Avaya Aura Communication Manager deployments Configuring Recorder parameters for high availability Configuring Avaya adapter parameters for high availability Configuring dynamic parameters for the recorder Dynamic recorder parameter configuration values for high availability Chapter 7: Load balancing Load balancing for Avaya Aura Contact Center on Avaya Aura Communication Manager deployments Manager 5

6 Contents Configuring load balancing parameters for Recorder Configuring dynamic parameters for the recorder Dynamic recorder parameter configuration values for load balancing Configuring load balancing parameters for Avaya adapter Chapter 8: Post configuration verification Post configuration verification checklist Avaya adapter log verification AES adapter log verification AACCNet adapter log verification Recorder log verification Part 2: Avaya Aura Call Center Elite on Avaya Aura Communication Manager Chapter 9: Overview Avaya Aura Call Center Elite on Avaya Aura Communication Manager deployments Chapter 10: Planning Key customer configuration information for Avaya Aura Call Center Elite on Avaya Aura Communication Manager Prerequisites for configuring Avaya Aura Call Center Elite on Communication Manager Chapter 11: Process Checklist for configuring Avaya Aura Call Center Elite on Communication Manager Installing TSAPI client Configuring component parameters Component parameters field description Adapter parameters AES adapter parameters Avaya adapter parameters Recorder Parameters Messaging parameters Media manager parameters Restarting the Avaya Workforce Optimization Select components Configuring dynamic parameters for the recorder Configuration values for dynamic recorder parameter Chapter 12: High availability and redundancy High availability recording in Call Center Elite on Communication Manager deployments Configuring Recorder parameters for high availability Configuring Avaya adapter parameters for high availability Configuring dynamic parameters for the recorder Dynamic recorder parameter configuration values for high availability Chapter 13: Load balancing Load balancing for Call Center Elite on Avaya Aura Communication Manager deployments Configuring load balancing parameters for Recorder Manager 6

7 Contents Configuring dynamic parameters for the recorder Dynamic recorder parameter configuration values for load balancing Configuring load balancing parameters for Avaya adapter Chapter 14: Post configuration verification Post configuration verification checklist Avaya adapter log verification AES adapter log verification Recorder log verification Part 3: Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI Chapter 15: Overview Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI deployments Chapter 16: Planning Key customer configuration information for Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI Prerequisites for configuring Avaya Aura Call Center Elite on Communication Manager and Avaya Proactive Contact with CTI Chapter 17: Process Checklist for configuring Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI Installing TSAPI client Downloading the PCS adapter certificates Configuring component parameters Component parameters field descriptions Adapter parameters Avaya adapter parameters AES adapter parameters PCS adapter parameters Recorder parameters Messaging parameters Media manager parameters Restarting the Avaya Workforce Optimization Select components Configuring dynamic parameters for the recorder Configuration values for dynamic recorder parameter for Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI Chapter 18: Post configuration verification Post configuration verification checklist Avaya adapter log verification Post configuration AES adapter log verification PCS adapter log verification PCS adapter log verification Manager 7

8 Contents Recorder log verification Chapter 19: High availability and redundancy High availability recording in Call Center Elite on Communication Manager and Avaya Proactive Contact with CTI deployments Configuring Recorder parameters for high availability Configuring Recorder parameters for high availability Configuring dynamic parameters for the recorder Dynamic recorder parameter configuration values for high availability Part 4: Configuring Avaya Proactive Contact with CTI on Avaya Aura Communication Manager Chapter 20: Overview Avaya Proactive Contact with CTI on Avaya Aura Communication Manager deployments. 160 Chapter 21: Planning Key customer configuration information for Avaya Proactive Contact with CTI Prerequisites for configuring Avaya Proactive Contact with CTI Chapter 22: Process Checklist for configuring Avaya Proactive Contact with CTI Installing TSAPI client Downloading the PCS adapter certificates Configuring component parameters Component parameters field descriptions Avaya Proactive Contact with CTI on Avaya Aura Communication Manager adpater parameters AES adapter parameters Avaya adapter parameters PCS adapter parameters Recorder parameters Insert name field descriptions Media manager parameters Restarting the Avaya Workforce Optimization Select components Configuring dynamic parameters for the recorder Configuration values for dynamic recorder parameters with Avaya Proactive Contact with CTI Chapter 23: Post configuration verification Post configuration verification checklist Avaya adapter log verification AES adapter log verification PCS adapter log verification Recorder log verification Manager 8

9 Chapter 1: Introduction Purpose Avaya Workforce Optimization Select integrates with different Avaya products to record interactions. This document contains information about planning checklist and procedures for configuring Avaya Workforce Optimization Select on Avaya Aura Communication Manager. Prerequisites Before deploying Avaya Workforce Optimization Select, ensure that you have the following knowledge, skills, and tools: Knowledge Skills Spanning or Port Mirroring Depending on the Avaya Telephony Platforms, Automatic Call Distribution, and Dialer you choose for your deployment, you must have knowledge on the following: - Avaya Telephony Platforms such as Application Enablement Services, IP Office 9.x, IP Office 10.x, Communication Manager, and Avaya Communication Server 1000 (CS 1000) - Automatic Call Distribution such as Avaya Aura Contact Center, Avaya Contact Center Select, IP Office Contact Center, Avaya Aura Call Center Elite, and Avaya Oceana Solution - Dialers such as Avaya Proactive Contact with CTI. How to execute SQL scripts and queries. How to validate logs. How to run switch commands for spanning or port mirroring. Tools Wireshark Notepad ++ TSAPI test MIB Browser Manager 9

10 Chapter 2: Integration scenarios Integration scenarios Avaya Workforce Optimization Select on Communication Manager Deployments Avaya Aura Contact Center on Communication Manager Call Center Elite on Communication Manager Call Center Elite on Communication Manager and Avaya Proactive Contact with CTI Avaya Proactive Contact with CTI on Communication Manager Automati c Call Distributo r Recordin g type Voice stream events AACC Active Avaya adapter Call Center Elite Call Center Elite and Avaya Proactive Contact with CTI Call signaling AES adapter Passive SPAN AES adapter Active Avaya adapter AES adapter Passive SPAN AES adapter Active Avaya adapter AES adapter Passive SPAN AES adapter Active Avaya adapter AES adapter Passive SPAN PCS adapter Agent login informatio n AACCNet adapter AACCNet adapter AES adapter AES adapter AES adapter AES adapter PCS adapter PCS adapter Business call variables AACCNet adapter AACCNet adapter AES adapter AES adapter AES adapter for Elite calls. PCS adapter for PC calls. AES adapter for Elite calls. PCS adapter for PC calls. PCS adapter PCS adapter Dialer informati on PCS adapter PCS adapter PCS adapter PCS adapter Manager 10

11 Part 1: Avaya Aura Contact Center on Avaya Aura Communication Manager Manager 11

12 Chapter 3: Overview Avaya Aura Contact Center on Avaya Aura Communication Manager deployments Avaya Workforce Optimization Select integration with Avaya Aura Contact Center on Avaya Aura Communication Manager supports the following deployments: Avaya Aura Contact Center on Avaya Aura Communication Manager active recording Avaya Aura Contact Center on Avaya Aura Communication Manager passive recording Manager 12

13 Avaya Aura Contact Center on Avaya Aura Communication Manager deployments AACC on Communication Manager/Agent and extension-based active recording In active recording, the Avaya Workforce Optimization Select Recorder uses Avaya adapter to get voice streams, AES adapter to get call signaling, and AACCNet adapter to get agent login and logout information and business data. The call comes from the PSTN and lands on Avaya Aura Communication Manager. The call is then routed to the available agent phone. Avaya Aura Application Enablement Services receives the call signaling information from Communication Manager and then sends it to the AES adapter. AES adapter then processes it and sends it to the Avaya Workforce Optimization Select Recorder. Manager 13

14 Overview For active recording, you must: Connect the recorder to an AES adapter, an Avaya adapter, and an AACCNet adapter. Configure parameters to enable TSAPI signalling in AES adapter. Configure parameters to enable device media and call control (DMCC) for single step conference or multiple registrations in Avaya adapter. Configure parameters to enable CCT signalling for agent information and business data in AACCNet adapter. Manager 14

15 Avaya Aura Contact Center on Avaya Aura Communication Manager deployments AACC on Communication Manager/SPAN/Agent and extension-based passive recording The Avaya Workforce Optimization Select Recorder uses SPAN to get voice RTP/RTCP and AES adapter to get call signaling. Additionally, you can configure the AACCNet adapter to get agent login and logout information and business data. The call comes from the PSTN and lands on Avaya Aura Communication Manager. The call is then routed to the available agent phone. Avaya Aura Application Enablement Services receives the call signaling information from Communication Manager and then sends it to the AES adapter. AES adapter then processes it and sends it to the Avaya Workforce Optimization Select Recorder. The call traverses through a layer 2 switch to the IP Manager 15

16 Overview phones. On the Layer 2 switch, a port is configured as SPAN, which mirrors the voice RTP and sends it to the Avaya Workforce Optimization Select Recorder. For passive recording, you must: Connect the recorder to an AES adapter and an AACCNet adapter for passive recording. Configure parameters to enable TSAPI signalling in AES adapter. Configure parameters to enable CCT signalling for agent information and business data in AACCNet adapter. Manager 16

17 Chapter 4: Planning Key customer configuration information for Avaya Aura Contact Center on Communication Manager To maintain a record of the Avaya Workforce Optimization Select configuration information, take a printout of the following table and work with your network administrator to fill the empty cells: Signalling for AES/TSAPI on AES server Name Value IP address Port Secure Port CTI Username CTI Password TSAPI TLINK Switch Connection Name The IP address of the server where AES is installed. The port number of the server where AES is installed. The default port number This is required only for Device Media and Call Control (DMCC). The secure port number of the server where AES is installed. The default port number is This is required only for Device Media and Call Control (DMCC). The TSAPI username. The TSAPI password. The TSAPI link that must be in the format AVAYA#CMSIM#CSTA#AESSIM) Name of the Communication Manager configured in AES server using the same case. This is required only for Device Media and Call Control (DMCC). Note: Since the switch connection parameter is case sensitive, ensure you use the same Manager 17

18 Planning Name Value First DMCC Extension and password of DMCC Extension case as configured in AES server. The first DMCC extension or soft phone for single step conference. Automatic Call Distribution (ACD) for AACC Name Value Communication Control Toolkit (CCT) Server IP CCT Server Name CCT Port CCT Username CCT Password CCT Domain CCT Alternative IP Campus (Optional) CCT Alternative IP Geographic (Optional) The IP address of the AACC server. The name of the AACC server. The port number of the AACC server. The default port number is The CCT username. The CCT password. The CCT domain name. The IP address of the redundant AACC server. The IP address of the redundant AACC server. Prerequisites for configuring Avaya Aura Contact Center on Communication Manager No. Task Notes 1 Configure Application Enablement Services (AES) using the following tasks: Login to the AES server. Verify TSAPI service and DMCC service. Check status of Switch Conn in the AES server. Add CTI user. See Configuring Avaya Aura Application Enablement Services, Avaya Aura Communication Manager and Avaya Aura Contact Center for Call Recording on the Avaya Support site. Manager 18

19 Prerequisites for configuring Avaya Aura Contact Center on Communication Manager No. Task Notes Add Devices. Add Device Group. Add Devices and Hunt Group Extensions to Device Group. Add Device Group to CTI user. Run the TSAPI Test. 2 Deploy Application Enablement Services super patch 3 ( ) if you are using Application Enablement Services version. 3 Configure Communication Manager using the following tasks: Verify CTI link configuration. Verify enhanced conferencing configuration. Administer CTI link. Administer system parameters. Administer class of restriction. Administer agent stations. Verify codec set. Configure IP Network Regions. Administer virtual IP soft phones. 4 Deploy Communication Manager (patch ) if you are using See Deploying Avaya Aura Application Enablement Services in Virtualized Environment on the Avaya Support site. See Configuring Avaya Aura Application Enablement Services, Avaya Aura Communication Manager and Avaya Aura Contact Center for Call Recording on the Avaya Support site. See Deploying Avaya Aura Communication Manager on the Avaya Support site. Manager 19

20 Planning No. Task Notes Communication Manager version. 5 Configure Device Media and Call Control service using the following tasks: Administer H323 Gatekeeper. Enable DMCC Unencrypted Port. Run the DMCC Test. 6 Configure Avaya Aura Contact Center using the following tasks: Install the prerequisites for AACCNet adapter View the supported PBX and Avaya Aura Contact Center servers. Unblock the required ports. Configure Avaya Aura Contact Center settings. - Configure CCT user. - Import CCT user. - Assign agents. - Collect the values from Avaya Aura Contact Center/CCT. 7 Span the traffic between the PBX or Media Server and phones. Connect the traffic to one of the NIC cards in promiscuous mode on the recording server. See Configuring Avaya Aura Application Enablement Services, Avaya Aura Communication Manager and Avaya Aura Contact Center for Call Recording on the Avaya Support site. See Configuring Avaya Aura Application Enablement Services, Avaya Aura Communication Manager and Avaya Aura Contact Center for Call Recording on the Avaya Support site. See Configuring Avaya Aura Application Enablement Services, Avaya Aura Communication Manager and Avaya Aura Contact Center for Call Recording on the Avaya Support site. Manager 20

21 Chapter 5: Process Checklist for configuring Avaya Aura Contact Center on Communication Manager No. Task Reference Notes 1 Install TSAPI client on the server where AES adapter is installed. See Installing TSAPI client for Windows on page Configure component parameters. See Configuring component parameters on page 23. For active recording, configure the AES adapter, the Avaya adapter, and the AACCNet adapter parameters. For passive recording, configure the AES adapter and the Avaya adapter. See AES adapter parameters on page 25. See Avaya adapter parameters on page 28. See AACCNet adapter parameters on page 32. See AES adapter parameters on page 25. See Avaya adapter parameters on page 28. Download TSAPI client, 6 or 7 32 bit Windows version from com/site/global/ products_resources/ avaya_aura_application_e nablement_services/ interfaces/tsapi/releases/ 7_0_1/index.gsp Manager 21

22 Process No. Task Reference Notes For on-demand recording, configure the messaging parameters. For call encryption, configure the media manager parameters. See Messaging parameters on page 38. See Media manager parameters on page Configure the recorder parameters. See Recorder parameters on page Configure dynamic parameters for the recorder. For active recording, connect to an AES adapter, an Avaya adapter, and an AACCNet adapter For passive recording, connect to an AES adapter and an AACCNet adapter. For on-demand recording, connect to Messaging adapter. For call encryption, connect to Media Manager service. See Configuring dynamic parameters for the recorder on page 45 and Configuration values for dynamic recorder parameter on page 46. See Configuring dynamic parameters for the recorder on page 45 and Configuration values for dynamic recorder parameter on page 46. See Configuring dynamic parameters for the recorder on page 45 and Configuration values for dynamic recorder parameter on page 46. See Configuring dynamic parameters for the recorder on page 45 and Configuration values for dynamic recorder parameter on page 46. Installing TSAPI client for Windows About this task For Avaya Aura Contact Center on Communication Manager deployments, ensure you install TSAPI client on the server where AES adapter is installed. Manager 22

23 Configuring component parameters Procedure 1. Go to avaya_aura_application_enablement_services/interfaces/tsapi/releases/7_0_1/index.gsp. 2. Click Download and extract the tsapi-client-win zip file. 3. Double-click the setup.exe file and click Next. 4. Select the license agreement option and click Next. 5. Click Browse to specify the destination folder and click Next. 6. Enter Host Name or IP Address of the AES server and click Add to List. Note: Do not change the default value of the Port Number. 7. Click Next. 8. Click Downloads and select Avaya Aura AE Services 7.0 TSAPI Client for Windows. You must login or register to download the executable. 9. Accept the File Download Agreement and click Submit. 10. Click Install. 11. Click Finish. Configuring component parameters About this task Every component has a corresponding service that starts and stops the processing of the component. After installing Avaya Workforce Optimization Select, you must configure few mandatory parameters for each of the components to start the service. While configuring component parameters, you can use the following tabs: System: To configure common parameters for components irrespective of their nodes. You can configure common parameter values for a component only if the mandatory parameters are configured. Service: To update system level component parameters for each node. You can select the server where the component is installed and the node instance of the component. Dynamic: To connect the recorder to an adapter or service. You can select the server where the recorder is installed and the node instance of the recorder. Use sets to connect the recorder to more than one adapter or service. See Configuring dynamic parameters for recorder on page 45. Procedure 1. Log in to SysAdmin. Manager 23

24 Process 2. Click System Administration > Configuration. 3. To configure common parameters for a component, click the System tab. 4. In the Component field, select a component. 5. In the Value column, click to type the values for the parameters you want to configure. You can type values for parameters only if the mandatory parameters are configured. 6. Click Save. 7. To update system level component parameters for a node, click the Service tab and do the following: a. In the Component field, select a component. b. In the Asset field, select the asset you want to configure. c. In the Node field, select the node you want to configure. 8. In the Value column, click to type the values for the mandatory parameters. The systems accepts the default value for the parameters that are not mandatory. 9. Click Save. Next steps Restart the component service after configuring the parameters. Component parameters field descriptions Name Component The components and adapters available for Avaya Workforce Optimization Select. The options are: Media Manager Process Checklist Messaging Recorder Log Manager Packet Sniffer SysAdmin AACCNet adapter Avaya adapter AES adapter Manager 24

25 Adapter parameters Name Asset Node TAPI adapter The server where the selected component is installed. A single instance of the selected component installed on the selected server or assets. Adapter parameters AES adapter parameters Required integration parameters Name LoginUserName Password AESServerID HuntGroupExtensions To configure the CTI username that you created on the AES server. To configure the CTI user password that you created on the AES server. To configure the AES server name by performing the TSAPI test. The TSAPI test lists the AES server IDs of the AES server. To configure a dummy value for skill or hunt groups for AES adapter to send agent extension association information to the Recorder. Generic parameters required for call recording Name Alerts Configuration AlertManagerPort HTTPAlertsEnabled To configure the port number for Alert Manager. The default value is To enable the HTTP alerts to send Alert Managerrelated alerts. The options are: True: The default value. False: With this value, you cannot view Alert Manager-related alerts. AlertManagerIPAddress Component Options To configure the IP address of the server where Alert Manager is installed. Manager 25

26 Process Name MaxNoOfLinesForRecording CheckLinkStatusBeforeMonitoring ReopenStreamAfterCTILinkFailure EnableSNMPPolling SendRTPMessageFromAdapter SendDeletePhoneExtInfo To configure the maximum number of lines to be recorded for the agent ID if there are multiple line instances. The default value is 6. The value to configure maximum number of lines for Avaya Aura Contact Center Communication Manager deployments must be 1. To configure the AES adapter to check CTI link status before starting to monitor. Retain the default value that is True. To reopen the ACS stream connection. Retain the default value that is True. To enable SNMP polling. AES adapter gets the extension or IP address association from Communication Manager. Retain the default value that is False. To send the RTP messages from AES adapter to the recorder. Retain the default value that is False. To delete the phone extension information. Retain the default value that is True. AgentBasedRecording To enable agent-based recording for Avaya Aura SendAgentCallInfo SendAgentLoginInfo SendAgentCallStateInfo SendAgentExtendedCallInfo Contact Center Communication Manager deployments. Retain the default value that is False. To send agent call information to the recorder in Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is True. To send agent login information to the recorder in Avaya Aura Contact Center Communication Manager deployments.. True: The default value. False: The value to configure for Avaya Aura Contact Center Communication Manager deployments. To send agent call state information to the recorder in Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is True. To send agent extended call information to the recorder in Avaya Aura Contact Center Communication Manager deployments.. True: The default value. Manager 26

27 Adapter parameters Name SendAgentCallRTPInfo SendPhoneExtInfo False: The value to configure for Avaya Aura Contact Center Communication Manager deployments. To send agent call RTP information to the recorder in Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is True. To send phone extension information messages to the recorder in Avaya Aura Contact Center Communication Manager deployments.. True: The default value. False: The value to configure for Avaya Aura Contact Center Communication Manager deployments. SendAgentCallEndResponseCodeInfo SendAgentCallFailedInfo SendAgentCallTransferInfo SendAgentCallConferenceInfo To send agent call end response code information to the recorder in Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is True. To send agent call failed information to the recorder in Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is True. To send agent call transfer information to the recorder in Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is True. To send agent call conference information to the recorder in Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is True. Debug LoginUserName Password LogTSAPIEvents To configure the CTI username that you created on the AES server. To configure the CTI user password that you created on the AES server. To configure the TSAPI events to be visible in the log file, The options are: True: The value to configure TSAPI events. False: The default value. LogLevel To set the log level for the recorder component. The default value is INFO. Manager 27

28 Process Name The other options are: ALL: The value that captures logs of all severity type. TRACE: The value that captures logs of all severity types. WARN FATAL ERROR DEBUG Queue Size MaxSizeOfDatabaseTable Server Ports AESAdapterServerPort AESServerID HuntGroupExtensions To configure the maximum size of database table. The default value is To configure the port number for AES adapter. The default value is To configure the AES server name by performing the TSAPI test. The TSAPI test lists the AES server IDs of the AES server. To configure a dummy value for skill or hunt groups for AES adapter to send agent extension association information to the Recorder. Avaya adapter parameters Required integration parameters Name cmapi.server_ip cmapi.server_port cmapi.secure_server_port cmapi.username To configure the IP address of the server where DMCC or the AES server is installed. To configure the non securable port number that is used to communicate with DMCC service running in the AES server. The default value is To configure the securable port number that is used to communicate with DMCC service running in the AES server. The default value is To configure the CTI username created for Avaya Workforce Optimization Select to integrate CTI with DMCC service running in the AES server. Manager 28

29 Adapter parameters Name cmapi.password dmcc_station_codec cmapi.callserver first_dmcc_station_extension dmcc_station_password dmcc_recording_type To configure the CTI user password created for Avaya Workforce Optimization Select to integrate CTI with DMCC service running in the AES server. To configure the audio codec that the application uses for call recordings. The options are: g711u g711a g729 g729a Retain the default value that is g711u. To register the device to Communication Manager or to do call control with a third party device. The default value is cmsim. To configure the first DMCC station extension for single step conference method. The application starts registration with this extension and continues with the remaining extensions by incrementing by one. The default value is This parameter is invalid if the application is running in multiple registrations method. To configure the first DMCC station password for single step registration. Common password should be configured for all the virtual phones that the application needs to be registered in a single step conference method. This parameter is invalid if the application is running in multiple registrations method. To configure the DMCC recording type to a single step conference or multiple registrations. The default value is Multiple registrations. Generic parameters required for call recording Name Application Application cmapi.application_description To configure the name of the application for the adapter. The default value is AWFOS. To configure the application description for the adapter. The default value is AWFOS Avaya Adapter. Manager 29

30 Process Name version Common DMCCEnabled MinRTPPort MaxRTPPort HTTPAlertsEnabled AlertManagerIPAddress AlertManagerPort HostDataIP HostName EnableRecordingWarnTone To configure the application version for the adapter. The default value is 5.0. To enable DMCC for active recording deployments where Avaya adapter is used to get voice. The options are: True: The value to enable DMCC for active recording deployments. False: The default value. To configure the minimum RTP port that you want to use to register devices for single step conference or multiple registrations. This parameter is a value that denotes the starting port number from which you can configure the MaxRTPPort value. To configure the maximum RTP port that you want to use to register devices for single step conference or multiple registrations. MaxRTPPort = MinRTPPort + 2 (number of DMCC stations configured in the num_dmcc_stations parameter). This is because Avaya adapter listens only to ports that end with an even number. For example, assume the number of DMCC stations is 100 and the MinRTPPort value is The MaxRTPPort is (100*2), which is To enable the HTTP alerts to send Alert Managerrelated alerts. The options are: True: The default value. False: With this value, you cannot view Alert Manager-related alerts. To configure the IP address of the server on which the Alert Manager is installed. To configure the port number for Alert Manager. The default value is To configure the IP address of the server where the Avaya adapter service is running. To configure the host name of the machine where the Avaya adapter service is running. To configure the recording tone feature for a device. This feature is available only for active recording. True: The value to enable the recording tone feature. Manager 30

31 Adapter parameters Name DMCC cmapi.server_ip cmapi.server_port cmapi.secure_server_port cmapi.username cmapi.password num_dmcc_stations False: The default value. To configure the IP address of the server where DMCC or the AES server is installed. To configure the non securable port number that is used to communicate with DMCC service running in the AES server. The default value is To configure the securable port number that is used to communicate with DMCC service running in the AES server. The default value is To configure the CTI username created for Avaya Workforce Optimization Select to integrate CTI with DMCC service running in the AES server. To configure the CTI user password created for Avaya Workforce Optimization Select to integrate CTI with DMCC service running in the AES server. To configure the number of DMCC stations or virtual phones that the application is going to register in a single step conference method. The default value is 100. This parameter is invalid if the application is running in multiple registrations method. first_dmcc_station_extension To configure the first DMCC station extension for single step conference method. The application starts registration with this extension and continues with the remaining extensions by incrementing by one. The default value is This parameter is invalid if the application is running in multiple registrations method. dmcc_station_password dmcc_station_codec To configure the first DMCC station password for all stations used in DMCC. Common password should be configured for all the virtual phones that the application needs to be registered. To configure the audio codec that the application uses for call recordings. The options are: g711u g711a g729 g729a Retain the default value that is g711u. Manager 31

32 Process Name dmcc_station_conf_participation_type dmcc_recording_stations_ipaddr dmcc_recording_type To configure type of single step conference the application must use to get audio streams from DMCC service. The options are: Active: The default value. Silent: The value to configure DMCC station conference participation type for Avaya Aura Contact Center Communication Managerdeployment. To configure the DMCC recording station as the IP address of the server where Avaya adapter is installed. To configure the DMCC recording type to a single step conference or multiple registrations. The default value is Multiple registrations. AACCNet adapter parameters Required integration parameters Name CCT_Host_Name CCT_Port Username Password Domain CCT_CampusAlternateServerIP CCT_GeographicAlternateServerIP To configure the IP address of the AACC or ACCS server running the CCT service. To configure the port that the CCT service listens on, in the AACC or ACCS server. The default value is If you change the default value, update the same in the AACCNet adapter. To configure the username of the Windows user to validate the Communication Control Toolkit server. This parameter is created in the CCTAdmin utility. To configure the password of the Windows user to validate the Communication Control Toolkit server. To configure the domain of the Windows user to validate the Communication Control Toolkit server. To configure the IP address of the redundant AACC or ACCS server. To configure the IP address of the redundant AACC or ACCS server. Generic parameters for recording Name AACC Server Config Manager 32

33 Adapter parameters Name CCT_Host_Name CCT_Port Username Password CCT_CampusAlternateServerIP CCT_GeographicAlternateServerIP Component Configurations LocalhostIP Component Options Domain LocalhostPort ContactTypesToMonitor AlertManagerIPAddress AlertManagerPort HTTPAlertsEnabled NonVoiceAgentExtensionPrefix SendAgentLoginMessage To configure the IP address of the AACC or ACCS server running the CCT service. To configure the port that the CCT service listens on, in the AACC or ACCS server. The default value is If you change the default value, update the same in the AACCNet adapter. To configure the username of the Windows user to validate the Communication Control Toolkit server. This parameter is created in the CCTAdmin utility. To configure the password of the Windows user to validate the Communication Control Toolkit server. To configure the IP address of the redundant AACC or ACCS server. To configure the IP address of the redundant AACC or ACCS server. To configure the IP address of the server on which the AACCNet adapter is located. To configure the domain of the Windows user to validate the Communication Control Toolkit server. To configure the port for which the recorder is configured to communicate. The default value is If you change the port in the recorder configuration, update the port for the adapter too. To configure the support for voice, , and chat. You can set the parameter value to , IM, Voice, or Web_Communications. To configure the IP Address on which Alert Manager is running. To configure the port number on which the Alert Manager process is listening. The default value is To configure whether or not to send HTTP alerts to Alert Manager. The default value is True. To configure the prefix in the agent extension for nonvoice calls. Currently, the calls to extension with prefix x come to the terminal DefaultNode_CCMM. For nonvoice calls, remove the prefix from that extension. To make agent login information available to the recorder when the agent logs in for Avaya Aura Manager 33

34 Process Name Contact Center Communication Manager deployments. True: The value to enable Avaya Aura Contact Center Communication Manager deployments. False: The default value. SendAgentLogoutMessage To make agent logout information available to the recorder when the agent logs out for Avaya Aura Contact Center Communication Manager deployments. True: The value to enable Avaya Aura Contact Center Communication Manager deployments. False: The default value. SendCallInfoMessage SendAgentCallStateInfo SendCallACDInfoMessage SendCallWrapupData SendCallRTPInfo SendContactIDForCallStitching SendScreenCaptureMessage To send agent call information to the recorder for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is False. To send agent call state information to the recorder for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is False. To make agent call ACD information available to the recorder for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is True. To make call wrapup data available to the recorder for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is True. To send agent call RTP information to the recorder for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is False. To send the icmenterpriseid as the call ID during agent wrapup messages for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is True. To send screen capture messages to the recorder for nonvoice transactions for Avaya Aura Contact Center Communication Manager deployments. The options are: True: The value to enable for nonvoice transactions in Avaya Aura Contact Center Communication Manager deployments. Manager 34

35 Adapter parameters Name SendAgentLoginForNonVoice False: The default value. To make agent login information for nonvoice transactions available to the recorder when the agent logs in for Avaya Aura Contact Center Communication Manager deployments. The options are: True: The value to enable for nonvoice transactions in Avaya Aura Contact Center Communication Manager deployments. False: The default value. SendAgentLogoutForNonVoice To make agent logout information for nonvoice transactions available to the recorder when the agent logs out for Avaya Aura Contact Center Communication Manager deployments. The options are: True: The value to enable for nonvoice transactions in Avaya Aura Contact Center Communication Manager deployments. False: The default value. SendRTPInfoForNonVoice To send agent call RTP information to the recorder for nonvoice transactions for Avaya Aura Contact Center Communication Manager deployments. The options are: True: The value to enable for nonvoice transactions in Avaya Aura Contact Center Communication Manager deployments. False: The default value. SendCallHoldInfoForNonVoice To send call hold information messages to the recorder for nonvoice transactions for Avaya Aura Contact Center Communication Manager deployments. The options are: True: The value to enable for nonvoice transactions in Avaya Aura Contact Center Communication Manager deployments. False: The default value. SendCallResumeInfoForNonVoice To send call resume information messages to the recorder for nonvoice transactions for Avaya Aura Contact Center Communication Manager deployments. The options are: True: The value to enable for nonvoice transactions in Avaya Aura Contact Center Communication Manager deployments. Manager 35

36 Process Name SendContactIDForCallStitchingNonVoice False: The default value. To send the icmenterpriseid as the call ID during agent wrapup messages for nonvoice transactions for Avaya Aura Contact Center Communication Manager deployments. The options are: True: The value to enable for nonvoice transactions in Avaya Aura Contact Center Communication Manager deployments. False: The default value. SendPhoneExtInfo To send phone extension information messages to the recorder for Avaya Aura Contact Center Communication Manager deployments. The options are: True: The value to enable for Avaya Aura Contact Center Communication Manager deployments. False: The default value. Recorder Value Mapping Var1 Var2 Var3 Var4 Var5 Var6 To configure business variables for skills for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is ACCS.Intrinsics.Skillset To configure business variables to capture user to user information for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is ACCS.Intrinsics.SIP_RETURNED_DIGITS_1. To configure business variables to capture user to user information for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is ACCS.Intrinsics.SIP_RETURNED_DIGITS_2. To configure business variables to capture user to user information for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is ACCS.UUI. To configure business variables for agent activity code for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is set to ACCS.ActivityCode. To configure business variables for called party for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is ACCS.Intrinsics.AD_CDN. Manager 36

37 Adapter parameters Name Var7 Var8, Var9, and Var10 ContactSubType TransferredDeviceID SkillID CalledParty CalledPartyName CallingParty CallingPartyName CalledParty CallingParty To configure business variables for calling party for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is ACCS.Intrinsics.AD_CLID. To configure business variables that meet your requirements. To configure the sub type of the contact for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is ACCS.Intrinsics.CONTACTSUBTYPE. To configure the ID of the transferred device for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is ACCS.Intrinsics.AD_CLID. To configure the skill ID for Avaya Aura Contact Center Communication Manager deployments. To configure the value of the called party for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is ACCS.Intrinsics.AD_CDN. To configure the name of the called party for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is ACCS.Intrinsics.AD_CDN. To configure the value of the calling party for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is ACCS.Intrinsics.AD_CLID. To configure the name of the calling party for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is ACCS.Intrinsics.AD_CLID. To configure the address of the called party for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is ACCS.Intrinsics.TOADDRESS. To configure the address of the calling party for Avaya Aura Contact Center Communication Manager deployments. Retain the default value that is ACCS.Intrinsics.FROMADDRESS. Manager 37

38 Process Messaging parameters Use the procedure Configuring component parameters to select the Messaging component and use the table below to configure parameters for Messaging. Parameter UM_Core nat.apacheip proxyip HarmonyRMSApplication UM_Core_IP_Ports MessagingServerIP RecorderServerIP EDServiceIPAddress ScreenStorageIPAddress UM_Core_Schedulers dtanotifier UM_Core_Locations uploadlocation To configure the IP address where Apache is running for the Screen Capture to connect to the Unified Messaging component. To specify the host name or IP address where the web application server is deployed. You can view screen captures while monitoring live interactions. To configure the application name for Harmony Recorder Middleware Service (HRMS). The default value is AWFOS. For Desktop Monitor application, to start and stop screen capture for nonvoice transactions, the value must be boffice. To specify the IP address where the Messaging service is running. To specify the IP address where the recorder server is running to send the Screen Login information to the recorder. To configure the IP address where Media Manager is running to encrypt and decrypt screens. To configure the IP address where Unified Messaging is running to move the screens from the agent desktop to a local storage drive. To configure the cron expression for the Desktop Monitor application. The default value is 0 0/1 * 1/1 *?. Note: Ensure you change the value by replacing 1 with another number. For example, 0 0/2 * 1/1 *?. To configure the location for temporary storage of screen capture images. For example D:\\voice\ \screen or D:/voice/screen. Manager 38

39 Adapter parameters Parameter logdumplocation To configure the log file dump location for the Screen Capture application. For example D:\\dump or D:/ dump. Media manager parameters Use the procedure Configuring component parameters to select the Media Manager component and use the table below to configure parameters for Media Manager. Parameter Alert Configuration AlertManagerIPAddress Component Options StorageManagerInstanceNumber NoOfStorageManagerInstances StorageManagerAction StorageManagerName EDServiceIPAddress Debug To configure the IP address of the server where Alert Manager is running to receive Media Managerrelated alerts. To configure the Storage Manager instance that is running. If you have two storage manager instances running, you can provide 1 as the storage manager instance for one and 2 for the other instance. To configure the total number of Storage Manager instances that are running. For example, 2. To add the action that Storage Manager needs to perform. The options are: Archive Compress Copy Move Purge You can configure multiple actions separated by a comma. Do not replace the Purge action with Delete. To configure the Storage Manager name. For example, SM1. To configure the IP address of the server where the Media Manager service is running to perform encryption and decryption of recorded interactions. Manager 39

40 Process Parameter EnableSecurity LogDatabaseQueries SecureDBUsername SecureDBPassword LogLevel IISServerHost WorkingDir Server Ports IISServerPort Storage Configuration StoragePath To enable encryption or decryption for a call. The options are: True: The default value that functions only when you configure the secure storage path parameter. Else, Media Manager stops functioning. False: The value to disable encryption or decryption for calls and screens. To enable recorder to log all database queries in the media manager specific log file. The options are: True: The value that is required for all deployments. The default value. False: To configure a secure database user name for encrypting and decrypting interactions. The user name is harmonysec. To configure a secure database password for encrypting and decrypting interactions. To set the log level for the recorder component. The default value is TRACE. The other options are: ALL: The value that captures logs of all severity type. TRACE: The value that captures logs of all severity types. WARN FATAL ERROR DEBUG To configure the host name or IP address of the server where IIS is installed. To configure the current working directory folder where the recorder stores interaction data. For example, D:\. where the voice folder is created to store interaction data. To configure the port number for an IIS server. The default value is 443. To configure a location to store non encrypted audio files and screens. For example, D:\Voice. Manager 40

41 Adapter parameters Parameter SecureStoragePath Timers ConfigLoadInterval DelayBetweenAlerts To configure a location to store encrypted audio files and screens. For example, D:\Secure. Note: The storage path for the device must be defined in the Avaya Workforce Optimization Select web application. The details are available in the Managing storage devices topic in Administering Avaya Workforce Optimization Select. The time taken by Media Manager to load storage details is 5 minutes. Rules for the specified storage path gets affected after 5 minutes. To configure the load interval in minutes for those parameters that do not require service restart. The values that you modify for these parameters get applied only after the specified load interval time. The default value is 15. To configure the delay between different types of alerts. The default value is 5 minutes. Recorder parameters Use the procedure Configuring component parameters to select the Recorder component and use the table below to configure parameters for Recorder. Parameter Adapter Configuration DelayedExtendedCallInfo UseCTIIntegration To update the call variable information in the interactions table for calls that have the agent extended call information message. The options are: True: The value to capture call variable information for delayed or extended calls. The value to enable all for ACD deployments. False: The default value. To get events from the respective adapters to the recorder for recording interactions. The options are: True: The value for the recorder to connect to either TAPI adapter, Avaya adapter, AES adapter, or AACCNet adapter. False: The default value. Manager 41

42 Process Parameter SaveCTICallIDInConnected UpdateICMFromWrapUp Alerts AlertManagerIPAddress HTTPAlertsEnabled Component Options CallMaskingEnabled Debug LogLevel LogDatabaseQueries To remember the PBX call identifier in the connected state. The options are: True: The value that is required for Cisco environment. False: The default value. To update ICM Enterprise ID value in database that comes in wrapup data. The default value is True. To configure the IP address of Alert Manager so that the recorder connects to SysAdmin. To enable HTTP alerts. The options are: True: The default value that sends recorder-related alerts to Alert Manager. False: The recorder does not send any alerts to Alert Manager. To enable call masking. The options are: True: The default value. The voice data on the file is not written or muted. False: The voice data on the file is written but muted. To set the log level for the recorder component. The default value is INFO. The other options are: ALL: The value that captures logs of all severity type. TRACE: The value that captures logs of all severity types. WARN FATAL ERROR DEBUG To enable recorder to log all database queries in the recorder specific log file. The options are: True: The value that is required for all deployments. False: The default value. Manager 42

43 Adapter parameters Parameter Recording DriveSelect MaxNoOfLinesForRecording VoiceIPAddress1 RecorderPacketFilterString AvayaIntegration RTCPProcessingEnabled LoginAgentOnPhoneExtTableAdd SIPRecording To configure the current working directory folder where the recorder stores ongoing interaction data. For example, D:\. where the voice folder is created to store ongoing interaction data. To configure the maximum number of lines to be recorded for the agent ID if there are multiple line instances. The default value is 6. The value to configure maximum number of lines for Avaya Aura Contact Center on Communication Manager deployments must be 1. To configure the IP address from where the recorder reads the voice packets. The recorder reads the voice packets from the voice NIC IP address in case of passive recording and the data NIC IP address in case of active recording. To configure the network packet filter in recorder to sniff the packets coming from certain ports and from certain protocol type. The format of the value must be identical to the WinCap packet filter format. The options are: (((ip proto TCP) and (((tcp port 5060) or (ip proto UDP)): The value to enable this parameter for IP Office, SIP, and SPAN recording. (ip proto UDP)): The value to enable this parameter for Communication Manager, AES, and IP Office, TAPI, CS 1000, and SPAN recording. To enable 100% recording in Avaya environment, Retain the default value that is False. To enable the recorder to process RTCP packets to get phone extension information. Retain the default value that is True for Avaya Aura Contact Center on Communication Manager passive deployments. To add the IP address of a phone to the table so that the recorder can record interactions of that phone. The options are: True: The value to enable for Avaya Aura Contact Center on Communication Manager deployments. False: The default value. Manager 43

44 Process Parameter VoiceStreamRecordingEnabled ScreenCapture ScreenCaptureEnabled SCUploadServerIPAddress SilentMonitor PublicIPAddress ApplicationServerIPAddress AppServerPort Storage Configuration StorageServerIPAddress StoragePath Timers To configure voice stream recording based on the current agent details. The options are: True: The value to enable for active recording deployments. False: The default value. The value to enable passive or SPAN-based recording. To enable screen capture. The options are: True: The value to enable screen capture of agent desktop. False: The default value. To configure the IP address of the Unified Messaging component where the screen capture service connects to upload screens. To configure the public IP address used for live monitoring as the IP address of the server where recorder is running. To configure the IP address of the web application server. To configure the port number for the application server. The default value is 443. To configure the IP address of the server where the recorder is running to store interactions. To configure the location to store audio files. For example, D:\Voice. Note: The storage path for the device must be defined in the Avaya Workforce Optimization Select web application. The details are available in the Managing storage devices topic in Administering Avaya Workforce Optimization Select. The time taken by Media Manager to load storage details is 5 minutes. Rules for the specified storage path gets affected after 5 minutes. Manager 44

45 Restarting the Avaya Workforce Optimization Select components Parameter ConfigLoadInterval UnifiedMessaging ScreenCaptureProxyIPAddress UnifiedMessagingServerPort To configure the load interval in minutes for those parameters that do not require service restart. The values that you modify for these parameters get applied only after the specified load interval time. To configure the IP address of the Unified Messaging component or screen capture proxy so that the recorder can send all screen capture events. To configure the Unified Messaging port so that the recorder connects to the Unified Messaging component. Restarting the Avaya Workforce Optimization Select components Procedure 1. Log in to the server that hosts the web application components. 2. Click Start > Run > services.msc 3. Right-click the component and click Restart. Configuring dynamic parameters for the recorder About this task Use this procedure to connect the recorder to an adapter or service. Based on the deployment, create multiple sets so that the recorder gets connected to the relevant adapters and services. For example, for IP Office Contact Center on IP Office 9.x deployments, the recorder must connect to an Avaya adapter and a TAPI adapter. Therefore, create two adapter sets for the recorder to connect to an Avaya adapter and a TAPI adapter. Similarly, create service sets for the recorder to connect to a service like Media Manager. You can configure specific parameters for an adapter or service. Procedure 1. Click System Administration > Configuration. 2. Click the Dynamic tab. 3. In the Component field, select a component. Note: Manager 45

46 Process This field applies only to recorder. 4. Select the Dynamic Type as Adapter or Service. 5. In the Asset field, select an asset. 6. In the Node field, select a node. 7. In the No. of Sets field, type the number of sets you want to create. 8. Click Create Sets. Next steps Restart the component service after configuring the parameters. Configuration values for dynamic recorder parameter Adapter sets The table below lists the three adapter sets you must create for the recorder to connect to AES adapter, Avaya adapter, and AACCNet adapter. For on-demand recording, create another adapter set for the recorder to connect to the Messaging component. Parameter Component Dynamic Type Asset Node No of Sets Adapter Dynamic Set 1 Name ServerAddress Value Recorder Adapter ServerPort Type Adapter Dynamic Set 2 Name ServerAddress Name of the server where the recorder is installed Name of the instance of the recorder installed on the selected server or asset. 4 for active recording and 3 for passive recording, AES adapter The IP address of the server where AES adapter is installed. Normal ServerPort ServerLocalPort Type WebURLString Adapter Dynamic Set 3 Avaya adapter The IP address of the server where Avaya adapter is installed. Normal /AvayaAdapter/MonitorSitesRecorderRequiest Manager 46

47 Configuration values for dynamic recorder parameter Parameter Name ServerAddress Value ServerPort ServerLocalPort Type WebURLString Adapter Dynamic Set 4 Name ServerAddress AACCNet adapter The IP address of the server where AACCNet adapter is installed. Normal ServerPort Type Service sets /AACCAdapter/MonitorSitesRecorderRequest Unified Messaging The IP address of the server where the Unified Messaging component is installed. Normal For call encryption, create a service set for the recorder to connect to the Media Manager component. Parameter Component Dynamic Type Asset Node No of Sets 1 Service Dynamic Set 1 Name ServerAddress Value Recorder Service ServerPort Type Name of the server where the recorder is installed Name of the instance of the recorder installed on the selected server or asset. Media Manager The IP address of the server where the Media Manager component is installed. Normal Manager 47

48 Chapter 6: High availability and redundancy High availability recording in Avaya Aura Contact Center on Avaya Aura Communication Manager deployments Avaya recommends a secondary or backup recording server for seamless recording. In passive recording, both the primary and secondary backup recorders are connected to two separate SPAN sessions and to their local adapters. If the primary server fails, the secondary server continues to record calls from the SPAN session. In active recording, both the primary and secondary backup recorders are connected to their local data NICs and local adapters. Using keep alive events, the recorder, at regular intervals, checks if the connection with the adapters and the SPAN session is active. This phenomenon is referred to as heartbeat. Recorder failover and redundancy can be achieved by deploying recording servers in pairs. High availability recording in Avaya Aura Contact Center on Avaya Aura Communication Manager deployments can be implemented in two ways: Active-Standby: The primary recorder server is active, and the secondary or backup server is in hot standby mode. A seamless failover to the standby or secondary recorder happens when the active or primary recorder fails. In active-standby high availability mode, 100% call recording is not possible. Data might be lost if the recorder becomes nonfunctional on an active call or till the time the secondary recorder becomes active and gets the events from the adapters. Manager 48

49 High availability recording in Avaya Aura Contact Center on Avaya Aura Communication Manager deployments Figure 1: Active-Standby High Availability Active-Active: Both the primary and secondary recorder servers are active and record calls. The secondary recorder server deletes the call only after ensuring that the primary server is functional till the call ends. Figure 2: Active-Active High Availability Manager 49

50 High availability and redundancy The critical adapters send keep alive events with active status to the recorder as long as their signaling is active with PBX or ACD servers. When the signaling in any adapter is lost, the adapter still sends the keep alive events to the recorder but with inactive status. In such cases, the primary recorder communicates with the secondary recorder and sends a request to switch over. If the secondary recorder accepts the request, the primary recorder successfully switches its role to a secondary recorder and vice versa. If the adapter connectivity of the secondary recorder is also lost, the status of the current primary recorder remains as primary. Both Avaya Aura Communication Manager and Avaya Aura Application Enablement Services support local high availability and are configured with a single virtual IP address. Both, the AES adapter and Avaya adapter connect to the virtual IP address of Avaya Aura Application Enablement Services. Similarly, Avaya Aura Contact Center also supports local high availability and is configured with a virtual IP address. Avaya Aura Contact Center, using its own virtual IP address, connects to the AACCNet adapter and also to the virtual IP address of Avaya Aura Application Enablement Services. You can implement failover by connecting adapters to each recorder, PBX, and ACD. Recording type Critical adapter Adapters connected to each recorder Active AES adapter Avaya adapter AES adapter AACCNet adapter Passive AES adapter AES adapter AACCNet adapter Adapters for signaling with PBX Avaya adapter AES adapter Note: Both the adapters get events from Avaya Aura Communication Manager through Avaya Aura Application Enablement Services. AES adapter Note: The AES adapter get events from Avaya Aura Communication Manager through Avaya Aura Application Enablement Services. Adapters connected to ACD AACCNet adapter AACCNet adapter Configuring Recorder parameters for high availability About this task Use this procedure to configure recorder parameters for high availability. Manager 50

51 Configuring Avaya adapter parameters for high availability Procedure 1. Log in to SysAdmin. 2. Click System Administration > Configuration. 3. Click the Service tab and do the following: a. In the Component field, select Recorder. b. In the Asset field, select the asset on which you want to configure high availability. c. In the Node field, select the node on which you want to configure high availability. 4. In the Value column of the RecorderFailoverEnabled parameter, type True to enable failover. 5. Click Save. Next steps Restart the component service after configuring the parameters. Configuring Avaya adapter parameters for high availability About this task Use this procedure to configure the adapter failover mode for Avaya Aura Contact Center on Avaya Aura Communication Manager deployments. Procedure 1. Log in to SysAdmin. 2. Click System Administration > Configuration. 3. Click the Service tab and do the following: a. In the Component field, select Avaya adapter. b. In the Asset field, select the asset on which you want to configure high availability. c. In the Node field, select the node on which you want to configure high availability. 4. In the Value column of the AdapterFailoverMode parameter, type any one of the following: No-HA Active-Passive Active-Active 5. Click Save. Next steps Restart the component service after configuring the parameters. Manager 51

52 High availability and redundancy Configuring dynamic parameters for the recorder About this task Use this procedure to connect the recorder to an adapter or service. Based on the deployment, create multiple sets so that the recorder gets connected to the relevant adapters and services. For example, for IP Office Contact Center on IP Office deployments, the recorder must connect to an Avaya adapter and a TAPI adapter. Therefore, create two adapter sets for the recorder to connect to an Avaya adapter and a TAPI adapter. Similarly, create service sets for the recorder to connect to a service like Media Manager. You can configure specific parameters for an adapter or service. Procedure 1. Click System Administration > Configuration. 2. Click the Dynamic tab. 3. In the Component field, select a component. Note: This field applies only to recorder. 4. Select the Dynamic Type as Adapter or Service. 5. In the Asset field, select an asset. 6. In the Node field, select a node. 7. In the No. of Sets field, type the number of sets you want to create. 8. Click Create Sets. Next steps Restart the component service after configuring the parameters. Dynamic recorder parameter configuration values for high availability Primary recorder The table below lists the three adapter sets you must create for the primary recorder to connect to local adapters such as AES adapter, Avaya adapter, and AACCNet adapter. Parameter Value Component Recorder 1 Dynamic Type Adapter Manager 52

53 Dynamic recorder parameter configuration values for high availability Parameter Asset Node No of Sets Adapter Dynamic Set 1 Value Name AES adapter 1 ServerAddress ServerPort Type Adapter Dynamic Set 2 Name of the server where the recorder 1 is installed Name of the instance of the recorder 1 installed on the selected server or asset. 3 for active recording and 2 for passive recording, The IP address of the server where AES adapter 1 is installed. Critical Name Avaya adapter 1 ServerAddress ServerPort ServerLocalPort Type WebURLString Adapter Dynamic Set 3 The IP address of the server where Avaya adapter 1 is installed. Normal Name AACCNet adapter 1 ServerAddress ServerPort ServerLocalPort Type WebURLString Secondary recorder /AvayaAdapter/MonitorSitesRecorderRequiest The IP address of the server where AACCNet adapter 1 is installed. Normal /AACCAdapter/MonitorSitesRecorderRequest The table below lists the three adapter sets you must create for the secondary recorder to connect to local adapters such as AES adapter, Avaya adapter, and AACCNet adapter. Parameter Value Component Recorder 2 Dynamic Type Asset Node No of Sets Adapter Dynamic Set 1 Adapter Name AES adapter 2 Name of the server where the recorder 2 is installed Name of the instance of the recorder 2 installed on the selected server or asset. 3 for active recording and 2 for passive recording, Manager 53

54 High availability and redundancy Parameter ServerAddress Value ServerPort Type Adapter Dynamic Set 2 The IP address of the server where AES adapter 2 is installed. Critical Name Avaya adapter 2 ServerAddress ServerPort ServerLocalPort Type WebURLString Adapter Dynamic Set 3 The IP address of the server where Avaya adapter 2 is installed. Normal Name AACCNet adapter 2 ServerAddress ServerPort ServerLocalPort Type WebURLString /AvayaAdapter/MonitorSitesRecorderRequiest The IP address of the server where AACCNet adapter 2 is installed. Normal /AACCAdapter/MonitorSitesRecorderRequest Manager 54

55 Chapter 7: Load balancing Load balancing for Avaya Aura Contact Center on Avaya Aura Communication Manager deployments Load balancing is implemented when the load on the recorder to record concurrent calls increases. You can install multiple recorders to distribute and balance the load. The following table depicts how multiple recorders, pointing to a single web application and database, connect to multiple adapters and components to distribute and balance the load: Number of servers Number of recorder s Number of recorder instances Number of instances of Media Manager component Number of instances of Messaging component Number of instances of adapters for media in active recording Number of signaling adapters AWFOS server 1 AWFOS server 2 AWFOS server 3 Recorder 1 Recorder 2 Recorder 3 Recorder instance 0 Recorder instance 1 Recorder instance 2 Media Manager 1 Media Manager 2 Media Manager 3 Messaging 1 Note: You must install the Messaging component on any one of the AWFOS servers. Avaya adapter 0 Avaya adapter 1 Avaya adapter 2 AES adapter 1 Note: You must install AES adapter on any one of the AWFOS servers. If there are three recorders, you can deploy each recorder on multiple servers, such as AWFOS server 1, AWFOS server 2, and AWFOS server 3. You must configure load balancing for each recorder and map it to a unique instance of the recorder. Because the count for a recorder instance starts from zero, the load balancing parameters for recorder 1 is mapped to the recorder instance 0. Similarly, the load balancing parameters for recorder 2 and 3 are mapped to the recorder instances 1 and 2 respectively. In Avaya Aura Contact Center on Avaya Aura Communication Manager deployments, the recorders connect to a single AES adapter for signaling events. However, for voice stream events, in active recording, each recorder connects to its own instance of the Avaya adapter. Because the count for an Avaya adapter instance starts from zero, recorder 1 connects to the Avaya adapter Manager 55

56 Load balancing instance 0. Similarly, recorders 2 and 3 connect to the Avaya adapter instances 1 and 2 respectively. Note: Each recorder must have a dedicated Media Manager component but must point to a single Messaging component. Using a built-in logic, the signaling and voice stream adapters send their respective events to the appropriate instance of the recorder. If there are 12 extensions and 3 recorder instances, the adapters divide each extension by the number of recorder instances. Events are then sent to the recorder whose instance number matches with the remainder. For example, if the extension is 2345, the adapters divide 2345 by 3 and send the events to the recorder instance 2. Load balancing for Avaya Aura Contact Center on Avaya Aura Communication Manager deployments can be achieved by performing the following tasks: Configure multiple instances of the recorder in load balancing mode. Connect multiple recorders to a single instance of AES adapter, multiple instances of Avaya adapter, single Messaging component, and multiple Media Manager components. Configure the load balancing parameters in the Avaya adapter. Configuring load balancing parameters for Recorder About this task Use this procedure to enable and configure load balancing parameters for each recorder instance. Before you begin Ensure you configure the network load balancing settings for Windows. Procedure 1. Log in to SysAdmin. 2. Click System Administration > Configuration. 3. Click the Service tab and do the following: a. In the Component field, select Recorder. b. In the Asset field, select the asset on which you want to configure load balancing parameters for the Recorder. c. In the Node field, select the node on which you want to configure load balancing parameters for the Recorder. 4. In the Value column of the Load Balancing section, configure the following parameters: ServerInstance: Retain the default value of this parameter. RecorderInstance: Enter the recorder instance value that this recorder must connect. The value must start from zero. Manager 56

57 Configuring dynamic parameters for the recorder LoadBalancingEnabled: Type True to enable load balancing. 5. Click Save. 6. Repeat steps 1 to 4 to configure load balancing parameters for other instances of the recorder. Next steps Restart the recorder service after configuring the parameters. Configuring dynamic parameters for the recorder About this task Use this procedure to connect the recorder to an adapter or service. Based on the deployment, create multiple sets so that the recorder gets connected to the relevant adapters and services. For example, for IP Office Contact Center on IP Office deployments, the recorder must connect to an Avaya adapter and a TAPI adapter. Therefore, create two adapter sets for the recorder to connect to an Avaya adapter and a TAPI adapter. Similarly, create service sets for the recorder to connect to a service like Media Manager. You can configure specific parameters for an adapter or service. Procedure 1. Click System Administration > Configuration. 2. Click the Dynamic tab. 3. In the Component field, select a component. Note: This field applies only to recorder. 4. Select the Dynamic Type as Adapter or Service. 5. In the Asset field, select an asset. 6. In the Node field, select a node. 7. In the No. of Sets field, type the number of sets you want to create. 8. Click Create Sets. Next steps Restart the component service after configuring the parameters. Manager 57

58 Load balancing Dynamic recorder parameter configuration values for load balancing Recorder 1 The table below lists the three adapter sets you must create for recorder 1 to connect to AES adapter, Avaya adapter, and the Messaging component. You must create one service set for the recorder 1 to connect to Media Manager. Parameter Value Component Recorder 1 Dynamic Type Asset Node No of Sets 3 Adapter Dynamic Set 1 Adapter Name AES adapter 1 ServerAddress ServerPort Type IsCritical Adapter Dynamic Set 2 Name of the server where the recorder 1 is installed Name of the instance of the recorder 1 installed on the selected server or asset. The IP address of the server where AES adapter is installed. Critical True Name Avaya adapter 1 ServerAddress ServerPort ServerLocalPort Type IsCritical WebURLString Adapter Dynamic Set 3 The IP address of the server where Avaya adapter 1 is installed. Critical True Name Unified Messaging 1 /AvayaAdapter/MonitorSitesRecorderRequiest ServerAddress The IP address of the server where the Unified Messaging 1 component is installed. ServerPort Type Service Dynamic Set 1 Normal Name Media Manager 1 Manager 58

59 Dynamic recorder parameter configuration values for load balancing Parameter Value ServerAddress The IP address of the server where the Media Manager 1 component is installed. ServerPort Type Recorder Instance 2 Normal The table below lists the three adapter sets you must create for the recorder 2 to connect to AES adapter, Avaya adapter, and the Messaging component. You must create one service set for the recorder 2 to connect to Media Manager. Parameter Value Component Recorder 2 Dynamic Type Asset Node No of Sets 3 Adapter Dynamic Set 1 Adapter Name AES adapter 1 ServerAddress ServerPort Type Adapter Dynamic Set 2 Name of the server where the recorder 2 is installed Name of the instance of the recorder 2 installed on the selected server or asset. The IP address of the server where AES adapter 1 is installed. Critical Name Avaya adapter 2 ServerAddress ServerPort ServerLocalPort Type IsCritical WebURLString Adapter Dynamic Set 3 The IP address of the server where Avaya adapter 2 is installed. Critical True Name Unified Messaging 1 /AvayaAdapter/MonitorSitesRecorderRequiest ServerAddress The IP address of the server where the Unified Messaging 1 component is installed. ServerPort Type Service Dynamic Set 1 Normal Name Media Manager 2 Manager 59

60 Load balancing Parameter Value ServerAddress The IP address of the server where the Media Manager 2 component is installed. ServerPort Type Recorder Instance 3 Normal The table below lists the three adapter sets you must create for the recorder 3 to connect to AES adapter, Avaya adapter, and the Messaging component. You must create one service set for the recorder 3 to connect to Media Manager. Parameter Value Component Recorder 3 Dynamic Type Asset Node No of Sets 3 Adapter Dynamic Set 1 Adapter Name AES adapter 1 ServerAddress ServerPort Type Adapter Dynamic Set 2 Name of the server where the recorder 3 is installed Name of the instance of the recorder 3 installed on the selected server or asset. The IP address of the server where AES adapter 1 is installed. Critical Name Avaya adapter 3 ServerAddress ServerPort ServerLocalPort Type IsCritical WebURLString Adapter Dynamic Set 3 The IP address of the server where Avaya adapter 3 is installed. Critical True Name Unified Messaging 1 /AvayaAdapter/MonitorSitesRecorderRequiest ServerAddress The IP address of the server where the Unified Messaging 1 component is installed. ServerPort Type Service Dynamic Set 1 Normal Name Media Manager 3 Manager 60

61 Configuring load balancing parameters for Avaya adapter Parameter Value ServerAddress The IP address of the server where the Media Manager 3 component is installed. ServerPort Type Normal Configuring load balancing parameters for Avaya adapter About this task Use this procedure to configure load balancing parameters for each instance of Avaya adapter. Procedure 1. Log in to SysAdmin. 2. Click System Administration > Configuration. 3. Click the Service tab and do the following: a. In the Component field, select Avaya adapter. b. In the Asset field, select the asset on which you want to configure load balancing parameters for the Avaya adapter. c. In the Node field, select the node on which you want to configure load balancing parameters for the Avaya adapter. 4. In the Value column of the DMCC section, configure the following parameters: dmcc_recording_instance: Enter the recorder instance value that this Avaya adapter must connect. dmcc_load_balancing_enabled: Type True to enable load balancing. dmcc_max_number_of_load_balancing_servers: Enter the total number of load balancing servers where Avaya adapter is installed. dmcc_load_balancing_instance: Enter the adapter instance value that this Avaya adapter must connect. The value must start from zero. 5. Click Save. 6. Repeat steps 1 to 4 to configure load balancing parameters for other instances of the Avaya adapter. Next steps Restart the Avaya adapter service after configuring the parameters. Manager 61

62 Chapter 8: Post configuration verification Post configuration verification checklist Avaya Aura Contact Center on Communication Manager deployments No. Tasks Reference 1 Verify that the adapters are functional and connected to Avaya Aura Contact Center in the following adapter logs: AvayaAdapter.log file AESAdapter.log file AACCNetAdapter.log file 2 Verify that the Avaya adapter, AES adapter, and AACCNet adapter are connected to the recorder in the Recorder.log file. 3 Verify that the agent login information is available in the AACCNetAdapter.log file. 4 Verify that the agent login information is available in the Recorder.log file. See Avaya adapter log verification on page 62. See AES adapter log verification on page 63. See AACCNet adapter log verification on page 65. See Recorder log verification on page 65. See AACCNet adapter log verification on page 65. See Recorder log verification on page 65. Avaya adapter log verification Message AvayaAdapter started: Running build... Connection opened with database at ip address : The Avaya adapter service is functional. The Avaya adapter is connected to the database on the server with IP address Manager 62

63 AES adapter log verification Message Started Loading Extensions configured for recording in database Connected to Primary DatabaseServer for default Successfully got a service provider to the AES Server with session_id 6E423EE9816ED8E55DC5FA0EB2F2523C- Successfully registered recording device with extension Added element to pool Received CSTA_REGISTERED_EVENT event for Recording Device extension The Avaya adapter is loading extensions configured for recording in database. The Avaya adapter is connected to the primary database server on IP address The Avaya adapter is connected to the DMCC service on AES server on the session ID 6E423EE9816ED8E55DC5FA0EB2F2523C. The Avaya adapter is registering the recording station on the DMCC station recording device The Avaya adapter added the DMCC recording station to the pool. The Avaya adapter received a registered event from DMCC service on AES server for the recording device extension AES adapter log verification Message AESAdapter started: Running build... "AESAdapter Service" Service Stopped Connection opened with database at ip address : ACSOpenStream Success ACSOpenStream Failed HuntGroupMonitoring Started Added to MonitorPendingAgentsTable Received ACS_OPEN_STREAM_CONF event Adapter connected to client at ip address and port The AES adapter service is functional. The AES adapter service stopped. Restart the service. The AES adapter is connected to the database on the server with IP address The AES adapter is connected to the TSAPI service on the AES server. The connection between the AES adapter and the AES server is lost. Ensure that the AES server is connected to Communication Manager and the TSAPI client is installed and configured correctly. The AES adapter is loading the hunt group parameter value configured in SysAdmin. The AES adapter is adding the hunt group, agent IDs, and extensions in the MonitorPendingAgentsTable. The AES adapter is successfully connected with the AES server. The AES adapter is successfully connected with the recorder on the server with IP address and port number Manager 63

64 Post configuration verification Message CTILinkStatus is LinkUp CTILinkStatus is LinkDown Started monitoring on hunt group extension Monitoring started for huntgroup extension Found agent_id with agent_extension in AgentLoginTable Monitoring started for extension Added agent_id with extension to AgentLoginTable Received CSTA_MONITOR_CONF event received for agent_id and agent_extension Sending VOIP_CTIOS_AGENT_LOGIN with agentid for agent with extension 29033, line_instance 1 Starting to monitor new agent_id Received CSTA_LOGGED_ON event for agent_id and agent_extension Found agent_id with agent_extension in AgentLoginTable Added agent_id with extension to AgentLoginTable. Sending VOIP_CTIOS_AGENT_LOGIN with agentid for agent with extension 29033, line_instance 1 The connection between the AES server and Communication Manager is active. The connection between the AES server and Communication Manager is lost. Ensure that the AES server is connected to the Communication Manager and the TSAPI client is installed and configured correctly. The AES adapter started monitoring the hunt group extensions. The AES adapter started monitoring the hunt group and all agents mapped to the hunt group number in Communication Manager. The AES adapter found agent ID with extension in the AgentLoginTable. Because the agent ID and extension are identical, the recording is extension based. The AES adapter started monitoring extension The AES adapter added agent ID with extension to AgentLoginTable. The AES adapter received confirmation on the monitoring event for agent ID and agent extension The AES adapter is sending agent login information for agent ID with extension on line instance 1 to the recorder. The AES adapter started monitoring agent ID The agent has logged in to extension with agent ID Because the agent ID and extension are not identical, the recording is agent based. The AES adapter found agent ID with extension in the tableagentlogintable. The AES adapter added agent ID with extension to AgentLoginTable. The AES adapter is sending agent login information for agent ID with extension on line instance 1 to the recorder. Manager 64

65 AACCNet adapter log verification AACCNet adapter log verification Message Starting AACCNetAdapter Service... Opening connection - CCT Server IP = ; User = Administrator; Domain = AWACCS; Password = *******. Connected to CCT Server Listening for recorder at :34301 Started Loading Harmony Agents configured for recording in database Connected to Primary DatabaseServer for Added Agent with ID 6002 from DB into latestharmonyagentidstable Ended Loading Harmony Agents configured for recording in database Dequeued HTTP message - This is an INFO message to let you know that the AACCNetAdapter has regained connection with the CCT Server. Found Agent Agent 6004, State: InService, IsLoggedIn: True Found Agent Agent 6004, State: InService, IsLoggedIn: False The AACCNet adapter service is functional. The AACCNet adapter is validating the user, domain, and password to connect to the CCT server with IP address The AACCNet adapter is connected to the CCT server with IP address The AACCNet adapter is connected to the recorder on the server with IP address and port number The AACCNet adapter started loading agents configured for recording in the database. The AACCNet adapter is connected to the primary database server with IP address The AACCNet adapter added agent with ID 6002 from the database to the latestharmonyagentidstable. The AACCNet adapter ended loading agents configured for recording in the database on the server with IP address The AACCNet adapter regained connection with the CCT server. The AACCNet adapter found that the agent with ID 6004 is in service and is logged in. The AACCNet adapter found that the agent with ID 6004 is in service and is logged out. Recorder log verification Message Recorder started: Running build... Connection opened with database at ip address : and database name AWFOSDB_Feb14th_FP2 The Recorder service is functional. The Recorder component is connected to the database on the server with IP address and database name AWFOSDB_Feb14th_FP2. Manager 65

66 Post configuration verification Message ConfigDatabase : Select STORAGE_ID,STORAGE_NAME,STORAGE_PATH, USER_NAME,PASSWORD,HOST_IP,UPDATE_DAT E,STORAGE_THRESHOLD_SPACE from SYSTEM_STORAGE_DETAILS where host_ip = ' ' or host_ip=' ' Storage server details loaded from database 1 02/28/17 22:35:47 (PST) [22156] CKnoahsARKDatabase.c :356 INFO - {Call up_icm_s_getagentsinfo('','')} Recorder connected to primary Avaya Adapter at ip address and port Recorder connected to primary AES Adapter at ip address and port Recorder connected to primary AACC Adapter at ip address and port Received CTIOS_AGENT_LOGIN with agent_id for agent with extension and line_instance 1 The Recorder is validating the following storage details: Storage ID Storage name Storage path Username Password Host IP Update date Storage threshold space The Recorder loaded the storage server details. The Recorder validates the Voice Settings configurations for all agents in the Avaya Workforce Optimization Select application every minute using the stored procedure {Call up_icm_s_getagentsinfo('','')}. The Recorder is connected to the primary Avaya adapter on the server with IP address and port number The Recorder is connected to the primary AES adapter on the server with IP address and port number The Recorder is connected to the primary AACCNet adapter on the server with IP address and port number The Recorder received the login information for the agent with ID 20001, extension 20001, and line instance 1 from AACCNet adapter. Manager 66

67 Part 2: Avaya Aura Call Center Elite on Avaya Aura Communication Manager Manager 67

68 Chapter 9: Overview Avaya Aura Call Center Elite on Avaya Aura Communication Manager deployments Avaya Workforce Optimization Select integration with Avaya Aura Call Center Elite (Call Center Elite) on Avaya Aura Communication Manager (Communication Manager) supports the following deployments: Call Center Elite on Communication Manager active recording Call Center Elite on Communication Manager passive recording Manager 68

69 Avaya Aura Call Center Elite on Avaya Aura Communication Manager deployments Call Center Elite-Communication Manager/Agent and extension-based active recording In active recording, the Avaya Workforce Optimization Select Recorder uses Avaya adapter to get voice streams and AES adapter to get call signaling, agent login and logout information, and business data. The call comes from the PSTN and lands on Communication Manager. The call is then routed to the available agent phone. Avaya Aura Application Enablement Services receives the call signaling information from Communication Manager and then sends it to the AES adapter. AES adapter then processes it and sends it to the Avaya Workforce Optimization Select Recorder. The call traverses through a layer 2 switch to the IP phones. Manager 69

70 Overview For active recording, you must: Connect the recorder to an AES adapter, and an Avaya adapter for active recording. Configure parameters for call signalling, agent information and business data in AES adapter. Configure parameters to enable device media and call control (DMCC) for single step conference or multiple registrations in Avaya adapter. Call Center Elite on Communication Manager/SPAN/Agent and extension-based passive recording The Avaya Workforce Optimization Select Recorder uses SPAN to get voice RTP/RTCP and AES adapter to get call signaling, agent information, and business data. The call comes from the PSTN and lands on Communication Manager. The call is then routed to the available agent phone. Avaya Aura Application Enablement Services receives the call signaling information from Communication Manager 70

71 Avaya Aura Call Center Elite on Avaya Aura Communication Manager deployments Manager and then sends it to the AES adapter. AES adapter then processes it and sends it to the Avaya Workforce Optimization Select Recorder. The call traverses through a layer 2 switch to the IP phones. On the Layer 2 switch, a port is configured as SPAN, which mirrors the voice RTP and sends it to the Avaya Workforce Optimization Select Recorder. For passive recording, you must: Connect the recorder to an AES adapter for passive recording. Configure parameters for call signalling, agent information, and business data in AES adapter. Manager 71

72 Chapter 10: Planning Key customer configuration information for Avaya Aura Call Center Elite on Avaya Aura Communication Manager To maintain a record of the Avaya Workforce Optimization Select configuration information, take a printout of the following table and work with your network administrator to fill the empty cells: Signalling for AES/TSAPI on AES server Name Value IP address Port Secure Port CTI Username CTI Password TSAPI TLINK Switch Connection Name First DMCC Extension and password of DMCC Extension The IP address of the server where AES is installed. The port number of the server where AES is installed. The default port number This is required only for Device Media and Call Control (DMCC). The secure port number of the server where AES is installed. The default port number is This is required only for Device Media and Call Control (DMCC). The TSAPI username. The TSAPI password. The TSAPI link that must be in the format AVAYA#CMSIM#CSTA#AESSIM) The name of the Communication Manager configured in AES server. This is required only for Device Media and Call Control (DMCC). The first DMCC extension or soft phone used for single step conference. Manager 72

73 Prerequisites for configuring Avaya Aura Call Center Elite on Communication Manager Automatic Call Distribution (ACD) for Call Center Elite Name Value Hunt Group Extension Prerequisites for configuring Avaya Aura Call Center Elite on Communication Manager No. Task Reference Notes 1 Configure Application Enablement Services using the following tasks: Login to the AES server. Verify TSAPI service and DMCC service. Check status of Switch Conn in the AES server. Add CTI user. Add Devices. Add Hunt Group Extensions to Devices List. Add Device Group. Add Device and Hunt Group Extensions to Device Group. Add Device Group to CTI user. Run the TSAPI Test. 2 Deploy Application Enablement Services super patch 3 ( ) if you are using Application Enablement Services version. 3 Configure Communication Manager using the following tasks: Verify CTI link configuration. Verify enhanced conferencing configuration. See Configuring Avaya Aura Application Enablement Services and Avaya Aura Communication Manager for Avaya Contact Center Elite for Call Recording on the Avaya Support site. See Deploying Avaya Aura Application Enablement Services in Virtualized Environment on the Avaya Support site. See Configuring Avaya Aura Application Enablement Services and Avaya Aura Communication Manager for Avaya Contact Center Elite for Call Manager 73

74 Planning No. Task Reference Notes Administer CTI link. Administer system parameters. Administer class of restriction. Administer agent stations. Verify codec set. Configure IP Network Regions. Administer virtual IP soft phones. 4 Deploy Communication Manager (patch ) if you are using Communication Manager version. 5 Configure Device Media and Call Control service using the following tasks: Administer H323 Gatekeeper. Enable DMCC Unencrypted Port. Run the DMCC Test. 6 Span the traffic between the PBX or Media Server and phones. Connect the traffic to one of the NIC cards in promiscuous mode on the recording server. Recording on the Avaya Support site. See Deploying Avaya Aura Communication Manager on the Avaya Support site. See Configuring Avaya Aura Application Enablement Services and Avaya Aura Communication Manager for Avaya Contact Center Elite for Call Recording on the Avaya Support site. See Configuring Avaya Aura Application Enablement Services and Avaya Aura Communication Manager for Avaya Contact Center Elite for Call Recording on the Avaya Support site. Manager 74

75 Chapter 11: Process Checklist for configuring Avaya Aura Call Center Elite on Communication Manager No. Task Reference Notes 1 Install TSAPI client on the server where AES adapter is installed. 2 Configure the component parameters. For active recording, configure the AES adapter and the Avaya adapter parameters. For passive recording, configure the AES adapter parameters. For on-demand recording, configure the messaging parameters. For call encryption, configure the media manager parameters. See Installing TSAPI client on page 76. See Configuring component parameters on page 77. See AES adapter parameters on page 78 and Avaya adapter parameters on page 81. See AES adapter parameters on page 78. See Messaging parameters on page 89. See Media manager parameters on page Configure the recorder parameters. See Recorder Parameters on page Configure the dynamic recorder parameters For active recording, connect recorder to an AES adapter and an Avaya adapter. For passive recording, connect recorder to an AES adapter. See Configuring dynamic parameters for the recorder on page 93 and Configuration values for dynamic recorder parameter on page 94. See Configuring dynamic parameters for the recorder on page 93 and Configuration values for dynamic recorder parameter on page 94. Manager 75

76 Process No. Task Reference Notes For on-demand recording, connect recorder to the Messaging adapter. For call encryption, connect recorder to the Media Manager service. See Configuring dynamic parameters for the recorder on page 93 and Configuration values for dynamic recorder parameter on page 94. See Configuring dynamic parameters for the recorder on page 93 and Configuration values for dynamic recorder parameter on page 94. Installing TSAPI client About this task For Avaya Aura Contact Center on Communication Manager deployments, ensure you install TSAPI client on the server where AES adapter is installed. Procedure 1. Go to avaya_aura_application_enablement_services/interfaces/tsapi/releases/7_0_1/index.gsp. 2. Click Download and extract the tsapi-client-win zip file. 3. Double-click the setup.exe file and click Next. 4. Select the license agreement option and click Next. 5. Click Browse to specify the destination folder and click Next. 6. Enter Host Name or IP Address of the AES server and click Add to List. Note: Do not change the default value of the Port Number. 7. Click Next. 8. Click Downloads and select Avaya Aura AE Services 7.0 TSAPI Client for Windows. You must login or register to download the executable. 9. Accept the File Download Agreement and click Submit. 10. Click Install. 11. Click Finish. Manager 76

77 Configuring component parameters Configuring component parameters About this task Every component has a corresponding service that starts and stops the processing of the component. After installing Avaya Workforce Optimization Select, you must configure few mandatory parameters for each of the components to start the service. While configuring component parameters, you can use the following tabs: System: To configure common parameters for components irrespective of their nodes. You can configure common parameter values for a component only if the mandatory parameters are configured. Service: To update system level component parameters for each node. You can select the server where the component is installed and the node instance of the component. Dynamic: To connect the recorder to an adapter or service. You can select the server where the recorder is installed and the node instance of the recorder. Use sets to connect the recorder to more than one adapter or service. See Configuring dynamic parameters for recorder on page 45. Procedure 1. Log in to SysAdmin. 2. Click System Administration > Configuration. 3. To configure common parameters for a component, click the System tab. 4. In the Component field, select a component. 5. In the Value column, click to type the values for the parameters you want to configure. You can type values for parameters only if the mandatory parameters are configured. 6. Click Save. 7. To update system level component parameters for a node, click the Service tab and do the following: a. In the Component field, select a component. b. In the Asset field, select the asset you want to configure. c. In the Node field, select the node you want to configure. 8. In the Value column, click to type the values for the mandatory parameters. The systems accepts the default value for the parameters that are not mandatory. 9. Click Save. Next steps Restart the component service after configuring the parameters. Manager 77

78 Process Component parameters field description Name Component Asset Node The components and adapters available for Avaya Workforce Optimization Select. The options are: Media Manager Process Checklist Messaging Recorder Log Manager Packet Sniffer SysAdmin AACCNet adapter Avaya adapter AES adapter TAPI adapter The server where the selected component is installed. A single instance of the selected component installed on the selected server or assets. Adapter parameters AES adapter parameters Required integration parameters Name LoginUserName Password AESServerID To configure the CTI username that you created on the AES server. To configure the CTI user password that you created on the AES server. To configure the AES server name by performing the TSAPI test. The TSAPI test lists the AES server IDs of the AES server. Manager 78

79 Adapter parameters Name HuntGroupExtensions To configure a dummy value for skill or hunt groups for AES adapter to send agent extension association information to the Recorder. Generic parameters required for call recording Name Alerts Configuration AlertManagerPort HTTPAlertsEnabled AlertManagerIPAddress Component Options MaxNoOfLinesForRecording CheckLinkStatusBeforeMonitoring ReopenStreamAfterCTILinkFailure EnableSNMPPolling SendRTPMessageFromAdapter SendDeletePhoneExtInfo AgentBasedRecording SendAgentCallInfo To configure the port number for Alert Manager. The default value is To enable the HTTP alerts to send Alert Managerrelated alerts. The options are: True: The default value. False: With this value, you cannot view Alert Manager-related alerts. To configure the IP address of SysAdmin. To configure the maximum number of lines to be recorded for the agent ID if there are multiple line instances. The default value is 6. The value to configure maximum number of lines for Call Center Elite on Communication Manager deployments must be 1. To configure the AES adapter to check CTI link status before starting to monitor. Retain the default value that is True. To reopen the ACS stream connection. Retain the default value that is True. To enable SNMP polling. AES adapter gets the extension or IP address association from Communication Manager. Retain the default value that is False. To send the RTP messages from AES adapter to the recorder. Retain the default value that is False. To delete the phone extension information. Retain the default value that is True. To enable agent-based recording for Call Center Elite on Communication Manager deployments. Retain the default value that is False. To send agent call information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. Manager 79

80 Process Name SendAgentLoginInfo SendAgentCallStateInfo SendAgentExtendedCallInfo SendAgentCallRTPInfo SendPhoneExtInfo SendAgentCallEndResponseCodeInfo SendAgentCallFailedInfo SendAgentCallTransferInfo SendAgentCallConferenceInfo Debug LoginUserName Password LogTSAPIEvents To send agent login information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call state information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent extended call information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call RTP information to the recorder in for Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send phone extension information messages to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call end response code information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call failed information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call transfer information to the recorder in for Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call conference information to the recorder in for Call Center Elite on Communication Manager deployments. Retain the default value that is True. To configure the CTI username that you created on the AES server. To configure the CTI user password that you created on the AES server. To configure the TSAPI events to be visible in the log file, The options are: True: The value to configure TSAPI events. False: The default value. Manager 80

81 Adapter parameters Name LogLevel Queue Size MaxSizeOfDatabaseTable Server Ports AESAdapterServerPort AESServerID HuntGroupExtension To set the log level for the recorder component. The default value is INFO. The other options are: ALL: The value that captures logs of all severity type. TRACE: The value that captures logs of all severity types. WARN FATAL ERROR DEBUG To configure the maximum size of database table. The default value is To configure the port number for AES adapter. The default value is To configure the AES server name by performing the TSAPI test. The TSAPI test lists the AES server IDs of the AES server. To configure hunt groups for AES adapter to send agent extension association information to the Recorder. Avaya adapter parameters Required integration parameters Name cmapi.server_ip cmapi.server_port cmapi.secure_server_port To configure the IP address of the server where DMCC or the AES server is installed. To configure the non securable port number that is used to communicate with DMCC service running in the AES server. The default value is To configure the securable port number that is used to communicate with DMCC service running in the AES server. The default value is Manager 81

82 Process Name cmapi.username cmapi.password dmcc_station_codec cmapi.callserver first_dmcc_station_extension dmcc_station_password dmcc_recording_type To configure the CTI username created for Avaya Workforce Optimization Select to integrate CTI with DMCC service running in the AES server. To configure the CTI user password created for Avaya Workforce Optimization Select to integrate CTI with DMCC service running in the AES server. To configure the audio codec that the application uses for call recordings. The options are: g711u g711a g729 g729a Retain the default value that is g711u. To register the device to Communication Manager or to do call control with a third party device. The default value is cmsim. To configure the first DMCC station extension for single step conference method. The application starts registration with this extension and continues with the remaining extensions by incrementing by one. The default value is This parameter is invalid if the application is running in multiple registrations method. To configure the first DMCC station password for single step registration. Common password should be configured for all the virtual phones that the application needs to be registered in a single step conference method. This parameter is invalid if the application is running in multiple registrations method. To configure the DMCC recording type to a single step conference or multiple registrations. The default value is Multiple registrations. Generic parameters required for call recording Name Application Application To configure the name of the application for the adapter. The default value is AWFOS. Manager 82

83 Adapter parameters Name cmapi.application_description version Common DMCCEnabled MinRTPPort MaxRTPPort HTTPAlertsEnabled AlertManagerIPAddress AlertManagerPort HostDataIP HostName To configure the application description for the adapter. The default value is AWFOS Avaya Adapter. To configure the application version for the adapter. The default value is 5.0. To enable DMCC for active recording deployments where Avaya adapter is used to get voice. The options are: True: The value to enable DMCC for active recording deployments. False: The default value. To configure the minimum RTP port that you want to use to register devices for single step conference or multiple registrations. This parameter is a value that denotes the starting port number from which you can configure the MaxRTPPort value. The default value is To configure the maximum RTP port that you want to use to register devices for single step conference or multiple registrations. MaxRTPPort = MinRTPPort + 2 (number of DMCC stations configured in the num_dmcc_stations parameter. This is because Avaya adapter listens only to ports that end with an even number. The default value is For example, assume the number of DMCC stations is 100 and the MinRTPPort value is The MaxRTPPort will be (100*2) which is To enable the HTTP alerts to send Alert Managerrelated alerts. The options are: True: The default value. False: With this value, you cannot view Alert Manager-related alerts. To configure the IP address of the server on which the Alert Manager is installed. To configure the port number for Alert Manager. The default value is To configure the IP address of the server where the Avaya adapter service is running. To configure the host name of the machine where the Avaya adapter service is running. Manager 83

84 Process Name EnableRecordingWarnTone DMCC cmapi.server_ip cmapi.server_port cmapi.secure_server_port cmapi.username cmapi.password cmapi.callserver num_dmcc_stations first_dmcc_station_extension dmcc_station_password To configure the recording tone feature for a device. This feature is available only for active recording. True: The value to enable the recording tone feature. False: The default value. To configure the IP address of the server where DMCC or the AES server is installed. To configure the non securable port number that is used to communicate with DMCC service running in the AES server. The default value is To configure the securable port number that is used to communicate with DMCC service running in the AES server. The default value is To configure the CTI username created for Avaya Workforce Optimization Select to integrate CTI with DMCC service running in the AES server. To configure the CTI user password created for Avaya Workforce Optimization Select to integrate CTI with DMCC service running in the AES server. To register the device to Communication Manager or to do call control with a third party device. The default value is cmsim. Configure the name of Communication Manager the same way it is configured on AES server as this parameter is case sensitive. To configure the number of DMCC stations or virtual phones that the application is going to register in a single step conference method. The default value is 100. This parameter is invalid if the application is running in multiple registrations method. To configure the first DMCC station extension created in Communication Managerfor both single step conference and multiple registrations method. The application starts registration with this extension and continues with the remaining extensions by incrementing by one. The default value is To configure the first DMCC station password for single step registration. Common password should be configured for all the virtual phones that the Manager 84

85 Adapter parameters Name application needs to be registered in a single step conference method. This parameter is not required if the application is running in multiple registrations method. dmcc_station_codec To configure the audio codec that the application uses for call recordings. The options are: g711u g711a g729 g729a Retain the default value that is g711u. dmcc_station_conf_participation_type To configure type of single step conference the application must use to get audio streams from DMCC service. The options are: Active: Silent: The default value. dmcc_recording_stations_ipaddr dmcc_recording_type To configure the DMCC recording station as the IP address of the server where Avaya adapter is installed. To configure the DMCC recording type to a single step conference or multiple registrations. The default value is Multiple registrations. Recorder Parameters Use the procedure Configuring component parameters to select the Recorder component and use the table below to configure parameters for Recorder. Parameter Adapter Configuration DelayedExtendedCallInfo To update the call variable information in the interactions table for calls that have the agent extended call information message. The options are: True: The value to capture call variable information for delayed or extended calls. The value to enable for all ACD deployments types. False: The default value. Manager 85

86 Process Parameter UseCTIIntegration SaveCTICallIDInConnected UpdateICMFromWrapUp Alerts Configuration AlertManagerIPAddress HTTPAlertsEnabled Debug LogLevel LogDatabaseQueries LogCTIOSKeepAliveMessages To get events from the respective adapters to the recorder for recording interactions. The options are: True: The value for the recorder to connect to either TAPI adapter, Avaya adapter, AES adapter False: The default value. To remember the PBX call identifier in the connected state. The options are: True: The value that is required for Cisco environment. False: The default value. To update ICM Enterprise ID value in database that comes in wrapup data. The default value is True. To configure the IP address of Alert Manager so that the recorder connects to Alert Manager. To enable HTTP alerts. The options are: True: The default value that sends recorder-related alerts to Alert Manager. False: The recorder does not send any alerts to Alert Manager. To set the log level for the recorder component. The default value is INFO. The other options are: ALL: The value that captures logs of all severity type. TRACE: The value that captures logs of all severity types. WARN FATAL ERROR DEBUG To enable recorder to log all database queries in the recorder specific log file. The options are: True: The value that is required for all deployments. False: The default value. To enable logging the keep alive messages received from adapters to recorder to the log file. By default, Manager 86

87 Adapter parameters Parameter keep alive messages are disabled. The default option is False. If the adapter disconnects from the recorder, the adapter cannot send any keep alive messages to the recorder. If the adapter is properly connected to AES, the recorder receives active keep alive messages. LogCTIOSHTTPMessages Recording DriveSelect MaxNoOfLinesForRecording VoiceIPAddress1 RecorderPacketFilterString To configure the flag to log CTIOSHTTP messages. To configure the current working directory folder where the recorder stores interaction data. For example, D:\. The voice folder is created to store interaction data. To configure the maximum number of lines that the recorder has to record per phone. It is the maximum number of line instances created in the employee profile. The default value is 6. To configure the IP address from where the recorder reads the voice packets. The recorder reads the voice packets from the voice NIC IP address in case of passive recording and the adapter server IP address in case of active recording. To configure the network packet filter in recorder to sniff the packets coming from certain ports and from certain protocol type. The format of the value must be identical to the WinCap packet filter format. The options are: (((ip proto TCP) and (((tcp port 2000 or 5060): The value to enable for IP Office, SIP, and SPAN recording. (ip proto UDP)): The value to enable for Communication Manager, AES, and IP Office, TAPI, and SPAN recording. This is the default value. AvayaIntegration RTCPProcessingEnabled To enable 100% recording in Avaya environment, Retain the default value that is False. To enable the recorder to process RTCP packets to get phone extension information. Retain the default value that is True for Call Center Elite on Communication Manager passive deployments. Manager 87

88 Process Parameter LoginAgentOnPhoneExtTableAdd SpeakerSeparation UseTenantNameInVoiceCaseID SIPRecording VoiceStreamRecordingEnabled ScreenCapture ScreenCaptureEnabled SCUploadServerIPAddress SilentMonitor PublicIPAddress To add the IP address of a phone to the table so that the recorder can record interactions of that phone. The options are: True: The value to enable for Call Center Elite on Communication Manager deployments. False: The default value. To configure to check whether a call is recorded as two different streams or as a single stream. The options are: True: The default value. False: The value to enable for DMCC recording deployments. To configure the tenant name in a voice case ID. The options are: True: The default value. False: The client name in the voice case ID instead of the tenant name. To configure voice stream recording based on the current agent details. The options are: True: The value to enable for active recording deployments. False: The default value. The value to enable for passive or SPAN-based recording. To enable screen capture. The options are: True: The value to enable screen capture of agent desktop. False: The default value. To configure the IP address of the Unified Messaging component where the screen capture service connects to upload screens. To configure the public IP address used for live monitoring as the IP address of the server where recorder is running. Manager 88

89 Adapter parameters Parameter ApplicationServerIPAddress AppServerPort ConverterServerSMIPAddress Storage Configuration StorageServerIPAddress StoragePath Timers ConfigLoadInterval UnifiedMessaging ScreenCaptureProxyIPAddress UnifiedMessagingServerPort To configure the IP address of the web application server. To configure the port number for the application server. The default value is 80. To configure the IP address where the media manager is running. This is in case of multi box deployments. To configure the IP address of the server where the recorder is running to store interactions. To configure the location to store audio files. For example, D:\Voice. To configure the load interval in minutes for those parameters that do not require service restart. The values that you modify for these parameters get applied only after the specified load interval time. The default value is 15. To configure the IP address of the Unified Messaging component or screen capture proxy so that the recorder can send all screen capture events. To configure the Unified Messaging port so that the recorder connects to the Unified Messaging component. Messaging parameters Use the procedure Configuring component parameters to select the Messaging component and use the table below to configure parameters for Messaging. Parameter UM_Core nat.apacheip proxyip HarmonyRMSApplication To configure the IP address where Apache is running for the Screen Capture to connect to the Unified Messaging component. To specify the host name or IP address where the web application server is deployed. You can view screen captures while monitoring live interactions. To configure the application name for Harmony Recorder Middleware Service (HRMS). The default Manager 89

90 Process Parameter value is AWFOS. For Desktop Monitor application, to start and stop screen capture for nonvoice transactions, the value must be boffice. UM_Core_IP_Ports MessagingServerIP RecorderServerIP EDServiceIPAddress ScreenStorageIPAddress UM_Core_Schedulers dtanotifier To specify the IP address where the Messaging service is running. To specify the IP address where the recorder server is running to send the Screen Login information to the recorder. To configure the IP address where Media Manager is running to encrypt and decrypt screens. To configure the IP address where Unified Messaging is running to move the screens from the agent desktop to a local storage drive. To configure the cron expression for the Desktop Monitor application. The default value is 0 0/1 * 1/1 *?. Note: Ensure you change the value by replacing 1 with another number. For example, 0 0/2 * 1/1 *?. UM_Core_Locations uploadlocation logdumplocation To configure the location for temporary storage of screen capture images. For example D:\\voice\ \screen or D:/voice/screen. To configure the log file dump location for the Screen Capture application. For example D:\\dump or D:/ dump. Media manager parameters Use the procedure Configuring component parameters to select the Media Manager component and use the table below to configure parameters for Media Manager. Parameter Alert Configuration AlertManagerIPAddress To configure the IP address of the server where Alert Manager is running to receive Media Managerrelated alerts. Manager 90

91 Adapter parameters Parameter Component Options StorageManagerInstanceNumber NoOfStorageManagerInstances StorageManagerAction StorageManagerName EDServiceIPAddress Debug EnableSecurity LogDatabaseQueries SecureDBUsername SecureDBPassword To configure the Storage Manager instance that is running. If you have two storage manager instances running, you can provide 1 as the storage manager instance for one and 2 for the other instance. To configure the total number of Storage Manager instances that are running. For example, 2. To add the action that Storage Manager needs to perform. The options are: Archive Compress Copy Move Purge You can configure multiple actions separated by a comma. Do not replace the Purge action with Delete. To configure the Storage Manager name. For example, SM1. To configure the IP address of the server where the Media Manager service is running to perform encryption and decryption of recorded interactions. To enable encryption or decryption for a call. The options are: True: The default value that functions only when you configure the secure storage path parameter. Else, Media Manager stops functioning. False: The value to disable encryption or decryption for calls and screens. To enable recorder to log all database queries in the media manager specific log file. The options are: True: The value that is required for all deployments. The default value. False: To configure a secure database user name for encrypting and decrypting interactions. The user name is harmonysec. To configure a secure database password for encrypting and decrypting interactions. Manager 91

92 Process Parameter LogLevel IISServerHost WorkingDir Server Ports IISServerPort Storage Configuration StoragePath SecureStoragePath Timers ConfigLoadInterval To set the log level for the recorder component. The default value is TRACE. The other options are: ALL: The value that captures logs of all severity type. TRACE: The value that captures logs of all severity types. WARN FATAL ERROR DEBUG To configure the host name or IP address of the server where IIS is installed. To configure the current working directory folder where the recorder stores interaction data. For example, D:\. where the voice folder is created to store interaction data. To configure the port number for an IIS server. The default value is 443. To configure a location to store non encrypted audio files and screens. For example, D:\Voice. To configure a location to store encrypted audio files and screens. For example, D:\Secure. Note: The storage path for the device must be defined in the Avaya Workforce Optimization Select web application. The details are available in the Managing storage devices topic in Administering Avaya Workforce Optimization Select. The time taken by Media Manager to load storage details is 5 minutes. Rules for the specified storage path gets affected after 5 minutes. To configure the load interval in minutes for those parameters that do not require service restart. The values that you modify for these parameters get applied only after the specified load interval time. The default value is 15. Manager 92

93 Restarting the Avaya Workforce Optimization Select components Parameter DelayBetweenAlerts To configure the delay between different types of alerts. The default value is 5 minutes. Restarting the Avaya Workforce Optimization Select components Procedure 1. Log in to the server that hosts the web application components. 2. Click Start > Run > services.msc 3. Right-click the component and click Restart. Configuring dynamic parameters for the recorder About this task Use this procedure to connect the recorder to an adapter or service. Based on the deployment, create multiple sets so that the recorder gets connected to the relevant adapters and services. For example, for IP Office Contact Center on IP Office deployments, the recorder must connect to an Avaya adapter and a TAPI adapter. Therefore, create two adapter sets for the recorder to connect to an Avaya adapter and a TAPI adapter. Similarly, create service sets for the recorder to connect to a service like Media Manager. You can configure specific parameters for an adapter or service. Procedure 1. Click System Administration > Configuration. 2. Click the Dynamic tab. 3. In the Component field, select a component. Note: This field applies only to recorder. 4. Select the Dynamic Type as Adapter or Service. 5. In the Asset field, select an asset. 6. In the Node field, select a node. 7. In the No. of Sets field, type the number of sets you want to create. 8. Click Create Sets. Manager 93

94 Process Next steps Restart the component service after configuring the parameters. Configuration values for dynamic recorder parameter Adapter sets The table below lists the two adapter sets you must create for the recorder to connect to AES adapter, and Avaya adapter. For on-demand recording, create another adapter set for the recorder to connect to the Messaging component. Parameter Component Dynamic Type Asset Node No of Sets Adapter Dynamic Set 1 Name ServerAddress Value Recorder Adapter ServerPort Type Adapter Dynamic Set 2 Name ServerAddress Name of the server where the recorder is installed Name of the instance of the recorder installed on the selected server or asset. 3 for active recording and 2 for passive recording. AES adapter The IP address of the server where AES adapter is installed. Critical ServerPort ServerLocalPort Type WebURLString Adapter Dynamic Set 3 Name ServerAddress Avaya adapter The IP address of the server where Avaya adapter is installed. Critical ServerPort Type Service sets /AvayaAdapter/MonitorSitesRecorderRequest Unified Messaging The IP address of the server where the Unified Messaging component is installed. Critical For call encryption, create a service set for the recorder to connect to the Media Manager component. Manager 94

95 Configuration values for dynamic recorder parameter Parameter Component Dynamic Type Asset Node No of Sets 1 Service Dynamic Set 1 Name ServerAddress Value Recorder Service ServerPort Type Name of the server where the recorder is installed Name of the instance of the recorder installed on the selected server or asset. Media Manager The IP address of the server where the Media Manager component is installed. Normal Manager 95

96 Chapter 12: High availability and redundancy High availability recording in Call Center Elite on Communication Manager deployments Avaya recommends a secondary or backup recording server for seamless recording. In passive recording, both the primary and secondary backup recorders are connected to two separate SPAN sessions and to their local adapters. If the primary server fails, the secondary server continues to record calls from the SPAN session. In active recording, both the primary and secondary backup recorders are connected to their local data NICs and local adapters. Using keep alive events, the recorder, at regular intervals, checks if the connection with the adapters and the SPAN session is active. This phenomenon is referred to as heartbeat. Recorder failover and redundancy can be achieved by deploying recording servers in pairs. High availability recording in Call Center Elite on Avaya Aura Communication Manager deployments can be implemented in two ways: Active-Standby: The primary recorder server is active and the secondary or backup server is in hot standby mode. A seamless failover to the standby or secondary recorder happens when the active or primary recorder fails. In active-standby high availability mode 100% call recording is not possible. Data might be lost if the recorder becomes nonfunctional on an active call or till the time the secondary recorder becomes active and gets the events from the adapters. Manager 96

97 High availability recording in Call Center Elite on Communication Manager deployments Figure 3: Active-Standby High Availability Active-Active: Both the primary and secondary recorder servers are active and record calls. The secondary recorder server deletes the call only after ensuring that the primary server is functional till the call ends. Figure 4: Active-Active High Availability Manager 97

98 High availability and redundancy The critical adapters send keep alive events with active status to the recorder as long as their signaling is active with PBX or ACD servers. When the signaling in any adapter is lost, the adapter still sends the keep alive events to the recorder but with inactive status. In such cases, the primary recorder communicates with the secondary recorder and sends a request to switch over. If the secondary recorder accepts the request, the primary recorder successfully switches its role to secondary recorder and vice versa. If the adapter connectivity of the secondary recorder is also lost, the status of the current primary recorder remains as primary. Both, Avaya Aura Communication Manager, Call Center Elite, and Avaya Aura Application Enablement Services, support local high availability and are configured with a single virtual IP address. Both, the AES adapter and Avaya adapter connect to the virtual IP address of Avaya Aura Application Enablement Services. Similarly, Call Center Elite also supports local high availability and is configured with a virtual IP address. The Call Center Elite, using its own virtual IP address connects to the AES adapter and also to the virtual IP address of Avaya Aura Application Enablement Services. You can implement failover by connecting adapters to each recorder, PBX, and ACD. Recording type Active Critical adapter Avaya adapter AES adapter Adapters connected to each recorder Avaya adapter AES adapter Adapters for signaling with PBX Avaya adapter AES adapter Note: Both the adapters get events from Avaya Aura Communication Manager through Avaya Aura Application Enablement Services. Passive AES adapter AES adapter AES adapter Adapters connected to ACD AES adapter AES adapter Note: The AES adapter get events from Avaya Aura Communication Manager through Avaya Aura Application Enablement Services. Manager 98

99 Configuring Recorder parameters for high availability Configuring Recorder parameters for high availability About this task Use this procedure to configure recorder parameters for high availability. Procedure 1. Log in to SysAdmin. 2. Click System Administration > Configuration. 3. Click the Service tab and do the following: a. In the Component field, select Recorder. b. In the Asset field, select the asset on which you want to configure high availability. c. In the Node field, select the node on which you want to configure high availability. 4. In the Value column of the RecorderFailoverEnabled parameter, type True to enable failover. 5. Click Save. Next steps Restart the component service after configuring the parameters. Configuring Avaya adapter parameters for high availability About this task Use this procedure to configure the adapter failover mode for Call Center Elite on Communication Manager deployments. Procedure 1. Log in to SysAdmin. 2. Click System Administration > Configuration. 3. Click the Service tab and do the following: a. In the Component field, select Avaya adapter. b. In the Asset field, select the asset on which you want to configure high availability. c. In the Node field, select the node on which you want to configure high availability. 4. In the Value column of the AdapterFailoverMode parameter, type any one of the following: No-HA Active-Passive Active-Active Manager 99

100 High availability and redundancy 5. Click Save. Next steps Restart the component service after configuring the parameters. Configuring dynamic parameters for the recorder About this task Use this procedure to connect the recorder to an adapter or service. Based on the deployment, create multiple sets so that the recorder gets connected to the relevant adapters and services. For example, for IP Office Contact Center on IP Office deployments, the recorder must connect to an Avaya adapter and a TAPI adapter. Therefore, create two adapter sets for the recorder to connect to an Avaya adapter and a TAPI adapter. Similarly, create service sets for the recorder to connect to a service like Media Manager. You can configure specific parameters for an adapter or service. Procedure 1. Click System Administration > Configuration. 2. Click the Dynamic tab. 3. In the Component field, select a component. Note: This field applies only to recorder. 4. Select the Dynamic Type as Adapter or Service. 5. In the Asset field, select an asset. 6. In the Node field, select a node. 7. In the No. of Sets field, type the number of sets you want to create. 8. Click Create Sets. Next steps Restart the component service after configuring the parameters. Manager 100

101 Dynamic recorder parameter configuration values for high availability Dynamic recorder parameter configuration values for high availability Primary recorder The table below lists the two adapter sets you must create for the primary recorder to connect to local adapters such as AES adapter and Avaya adapter. Parameter Value Component Recorder 1 Dynamic Type Asset Node No of Sets Adapter Dynamic Set 1 Adapter Name AES adapter 1 ServerAddress ServerPort Type Adapter Dynamic Set 2 Name of the server where the recorder 1 is installed Name of the instance of the recorder 1 installed on the selected server or asset. 2 for active recording and 1 for passive recording, The IP address of the server where AES adapter 1 is installed. Critical Name Avaya adapter 1 ServerAddress ServerPort ServerLocalPort Type WebURLString Secondary recorder The IP address of the server where Avaya adapter 1 is installed. Critical for active recording. Normal for passive recording. /AvayaAdapter/MonitorSitesRecorderRequiest The table below lists the two adapter sets you must create for the secondary recorder to connect to local adapters such as AES adapter and Avaya adapter. Parameter Value Component Recorder 2 Dynamic Type Asset Node No of Sets Adapter Name of the server where the recorder 2 is installed Name of the instance of the recorder 2 installed on the selected server or asset. 2 for active recording and 1 for passive recording, Manager 101

102 High availability and redundancy Parameter Value Adapter Dynamic Set 1 Name AES adapter 2 ServerAddress The IP address of the server where AES adapter 2 is installed. ServerPort Type Critical Adapter Dynamic Set 2 Name Avaya adapter 2 ServerAddress The IP address of the server where Avaya adapter 2 is installed. ServerPort ServerLocalPort Type Critical for active recording. Normal for passive recording. WebURLString /AvayaAdapter/MonitorSitesRecorderRequiest Manager 102

103 Chapter 13: Load balancing Load balancing for Call Center Elite on Avaya Aura Communication Manager deployments Load balancing is implemented when the load on the recorder to record concurrent calls increases. You can install multiple recorders to distribute and balance the load. The following table depicts how multiple recorders, pointing to a single web application and database, connect to multiple adapters and components to distribute and balance the load: Number of servers Number of recorder s Number of recorder instances Number of instances of Media Manager component Number of instances of Messaging component Number of instances of adapters for media in active recording Number of signaling and ACD adapters AWFOS server 1 AWFOS server 2 AWFOS server 3 Recorder 1 Recorder 2 Recorder 3 Recorder instance 0 Recorder instance 1 Recorder instance 2 Media Manager 1 Media Manager 2 Media Manager 3 Messaging 1 Note: You must install the Messaging component on any one of the AWFOS servers. Avaya adapter 0 Avaya adapter 1 Avaya adapter 2 AES adapter 1 Note: You must install AES adapter on any one of the AWFOS servers. If there are three recorders, you can deploy each recorder on multiple servers, such as AWFOS server 1, AWFOS server 2, and AWFOS server 3. You must configure load balancing for each recorder and map it to a unique instance of the recorder. Because the count for a recorder instance starts from zero, the load balancing parameters for recorder 1 is mapped to the recorder instance 0. Similarly, the load balancing parameters for recorder 2 and 3 are mapped to the recorder instances 1 and 2 respectively. In Call Center Elite on Avaya Aura Communication Manager deployments, the recorders connect to a single AES adapter for signaling and ACD events. However, for voice stream events, in active recording, each recorder connects to its own instance of the Avaya adapter. Because the count for an Avaya adapter instance starts from zero, recorder 1 connects to the Avaya adapter instance 0. Similarly, recorders 2 and 3 connect to the Avaya adapter instances 1 and 2 respectively. Manager 103

104 Load balancing Note: Each recorder must have a dedicated Media Manager component but must point to a single Messaging component. Using a built-in logic, the signaling and voice stream adapters send their respective events to the appropriate instance of the recorder. If there are 12 extensions and 3 recorder instances, the adapters divide each extension by the number of recorder instances. Events are then sent to the recorder whose instance number matches with the remainder. For example, if the extension is 2345, the adapters divide 2345 by 3 and send the events to the recorder instance 2. Load balancing for Call Center Elite on Avaya Aura Communication Manager deployments can be achieved by performing the following tasks: Configure multiple instances of the recorder in load balancing mode. Connect multiple recorders to a single instance of AES adapter, multiple instances of Avaya adapter, single Messaging component, and multiple Media Manager components. Configure the load balancing parameters in the Avaya adapter. Configuring load balancing parameters for Recorder About this task Use this procedure to enable and configure load balancing parameters for each recorder instance. Before you begin Ensure you configure the network load balancing settings for Windows. Procedure 1. Log in to SysAdmin. 2. Click System Administration > Configuration. 3. Click the Service tab and do the following: a. In the Component field, select Recorder. b. In the Asset field, select the asset on which you want to configure load balancing parameters for the Recorder. c. In the Node field, select the node on which you want to configure load balancing parameters for the Recorder. 4. In the Value column of the Load Balancing section, configure the following parameters: ServerInstance: Retain the default value of this parameter. RecorderInstance: Enter the recorder instance value that this recorder must connect. The value must start from zero. LoadBalancingEnabled: Type True to enable load balancing. Manager 104

105 Configuring dynamic parameters for the recorder 5. Click Save. 6. Repeat steps 1 to 4 to configure load balancing parameters for other instances of the recorder. Next steps Restart the recorder service after configuring the parameters. Configuring dynamic parameters for the recorder About this task Use this procedure to connect the recorder to an adapter or service. Based on the deployment, create multiple sets so that the recorder gets connected to the relevant adapters and services. For example, for IP Office Contact Center on IP Office deployments, the recorder must connect to an Avaya adapter and a TAPI adapter. Therefore, create two adapter sets for the recorder to connect to an Avaya adapter and a TAPI adapter. Similarly, create service sets for the recorder to connect to a service like Media Manager. You can configure specific parameters for an adapter or service. Procedure 1. Click System Administration > Configuration. 2. Click the Dynamic tab. 3. In the Component field, select a component. Note: This field applies only to recorder. 4. Select the Dynamic Type as Adapter or Service. 5. In the Asset field, select an asset. 6. In the Node field, select a node. 7. In the No. of Sets field, type the number of sets you want to create. 8. Click Create Sets. Next steps Restart the component service after configuring the parameters. Manager 105

106 Load balancing Dynamic recorder parameter configuration values for load balancing Recorder 1 The table below lists the three adapter sets you must create for recorder 1 to connect to AES adapter, Avaya adapter, and the Messaging component. You must create one service set for the recorder 1 to connect to Media Manager. Parameter Value Component Recorder 1 Dynamic Type Asset Node No of Sets 3 Adapter Dynamic Set 1 Adapter Name AES adapter 1 ServerAddress ServerPort Type IsCritical Adapter Dynamic Set 2 Name of the server where the recorder 1 is installed Name of the instance of the recorder 1 installed on the selected server or asset. The IP address of the server where AES adapter is installed. Critical True Name Avaya adapter 1 ServerAddress ServerPort ServerLocalPort Type IsCritical WebURLString Adapter Dynamic Set 3 The IP address of the server where Avaya adapter 1 is installed. Critical True Name Unified Messaging 1 /AvayaAdapter/MonitorSitesRecorderRequiest ServerAddress The IP address of the server where the Unified Messaging 1 component is installed. ServerPort Type Service Dynamic Set 1 Normal Name Media Manager 1 Manager 106

107 Dynamic recorder parameter configuration values for load balancing Parameter Value ServerAddress The IP address of the server where the Media Manager 1 component is installed. ServerPort Type Recorder Instance 2 Normal The table below lists the three adapter sets you must create for the recorder 2 to connect to AES adapter, Avaya adapter, and the Messaging component. You must create one service set for the recorder 2 to connect to Media Manager. Parameter Value Component Recorder 2 Dynamic Type Asset Node No of Sets 3 Adapter Dynamic Set 1 Adapter Name AES adapter 1 ServerAddress ServerPort Type Adapter Dynamic Set 2 Name of the server where the recorder 2 is installed Name of the instance of the recorder 2 installed on the selected server or asset. The IP address of the server where AES adapter 1 is installed. Critical Name Avaya adapter 2 ServerAddress ServerPort ServerLocalPort Type IsCritical WebURLString Adapter Dynamic Set 3 The IP address of the server where Avaya adapter 2 is installed. Critical True Name Unified Messaging 1 /AvayaAdapter/MonitorSitesRecorderRequiest ServerAddress The IP address of the server where the Unified Messaging 1 component is installed. ServerPort Type Service Dynamic Set 1 Normal Name Media Manager 2 Manager 107

108 Load balancing Parameter Value ServerAddress The IP address of the server where the Media Manager 2 component is installed. ServerPort Type Recorder Instance 3 Normal The table below lists the three adapter sets you must create for the recorder 3 to connect to AES adapter, Avaya adapter, and the Messaging component. You must create one service set for the recorder 3 to connect to Media Manager. Parameter Value Component Recorder 3 Dynamic Type Asset Node No of Sets 3 Adapter Dynamic Set 1 Adapter Name AES adapter 1 ServerAddress ServerPort Type Adapter Dynamic Set 2 Name of the server where the recorder 3 is installed Name of the instance of the recorder 3 installed on the selected server or asset. The IP address of the server where AES adapter 1 is installed. Critical Name Avaya adapter 3 ServerAddress ServerPort ServerLocalPort Type IsCritical WebURLString Adapter Dynamic Set 3 The IP address of the server where Avaya adapter 3 is installed. Critical True Name Unified Messaging 1 /AvayaAdapter/MonitorSitesRecorderRequiest ServerAddress The IP address of the server where the Unified Messaging 1 component is installed. ServerPort Type Service Dynamic Set 1 Normal Name Media Manager 3 Manager 108

109 Configuring load balancing parameters for Avaya adapter Parameter Value ServerAddress The IP address of the server where the Media Manager 3 component is installed. ServerPort Type Normal Configuring load balancing parameters for Avaya adapter About this task Use this procedure to configure load balancing parameters for each instance of Avaya adapter. Procedure 1. Log in to SysAdmin. 2. Click System Administration > Configuration. 3. Click the Service tab and do the following: a. In the Component field, select Avaya adapter. b. In the Asset field, select the asset on which you want to configure load balancing parameters for the Avaya adapter. c. In the Node field, select the node on which you want to configure load balancing parameters for the Avaya adapter. 4. In the Value column of the DMCC section, configure the following parameters: dmcc_recording_instance: Enter the recorder instance value that this Avaya adapter must connect. dmcc_load_balancing_enabled: Type True to enable load balancing. dmcc_max_number_of_load_balancing_servers: Enter the total number of load balancing servers where Avaya adapter is installed. dmcc_load_balancing_instance: Enter the adapter instance value that this Avaya adapter must connect. The value must start from zero. 5. Click Save. 6. Repeat steps 1 to 4 to configure load balancing parameters for other instances of the Avaya adapter. Next steps Restart the Avaya adapter service after configuring the parameters. Manager 109

110 Chapter 14: Post configuration verification Post configuration verification checklist Call Center Elite on Communication Manager deployments No. Tasks Reference 1 Verify that the adapters are functional and connected to Call Center Elite in the following adapter logs: AvayaAdapter.log file AESAdapter.log file 2 Verify that the Avaya adapter and AES adapter are connected to the recorder in the Recorder.log file. 3 Verify that the agent login information is available in the AESAdapter.log file. 4 Verify that the agent login information is available in the Recorder.log file. See Avaya adapter log verification on page 110. See AES adapter log verification on page 111. See Recorder log verification on page 112. See AES adapter log verification on page 111. See Recorder log verification on page 112. Avaya adapter log verification Message AvayaAdapter started: Running build... Connection opened with database at ip address : Started Loading Extensions configured for recording in database Connected to Primary DatabaseServer for default The Avaya adapter service is functional. The Avaya adapter is connected to the database on the server with IP address The Avaya adapter is loading extensions configured for recording in database. The Avaya adapter is connected to the primary database server on IP address Manager 110

111 AES adapter log verification Message Successfully got a service provider to the AES Server with session_id 6E423EE9816ED8E55DC5FA0EB2F2523C- Successfully registered recording device with extension Added element to pool Received CSTA_REGISTERED_EVENT event for Recording Device extension The Avaya adapter is connected to the DMCC service on AES server on the session ID 6E423EE9816ED8E55DC5FA0EB2F2523C. The Avaya adapter is registering the recording station on the DMCC station recording device The Avaya adapter added the DMCC recording station to the pool. The Avaya adapter received a registered event from DMCC service on AES server for the recording device extension AES adapter log verification Message AESAdapter started: Running build... "AESAdapter Service" Service Stopped Connection opened with database at ip address : ACSOpenStream Success ACSOpenStream Failed HuntGroupMonitoring Started Added to MonitorPendingAgentsTable Received ACS_OPEN_STREAM_CONF event Adapter connected to client at ip address and port CTILinkStatus is LinkUp CTILinkStatus is LinkDown The AES adapter service is functional. The AES adapter service stopped. Restart the service. The AES adapter is connected to the database on the server with IP address The AES adapter is connected to the AES server. The connection between the AES adapter and the AES server is lost. Ensure that the AES server is connected to Communication Manager and the TSAPI client is installed and configured correctly. The AES adapter is loading the hunt group parameter value configured in SysAdmin. The AES adapter is adding the hunt group, agent IDs, and extensions in the MonitorPendingAgentsTable. The AES adapter is successfully connected with the AES server. The AES adapter is successfully connected with the recorder on the server with IP address and port number The connection between the AES server and Communication Manager is active. The connection between the AES server and Communication Manager is lost. Manager 111

112 Post configuration verification Message Started monitoring on hunt group extension Monitoring started for huntgroup extension Found agent_id with agent_extension in AgentLoginTable Monitoring started for extension Added agent_id with extension to AgentLoginTable Received CSTA_MONITOR_CONF event received for agent_id and agent_extension Sending VOIP_CTIOS_AGENT_LOGIN with agentid for agent with extension 29033, line_instance 1 Starting to monitor new agent_id Received CSTA_LOGGED_ON event for agent_id and agent_extension Found agent_id with agent_extension in AgentLoginTable Added agent_id with extension to AgentLoginTable. Sending VOIP_CTIOS_AGENT_LOGIN with agentid for agent with extension 29033, line_instance 1 Ensure that the AES server is connected to the Communication Manager and the TSAPI client is installed and configured correctly. The AES adapter started monitoring the hunt group extensions. The AES adapter started monitoring the hunt group and all agents mapped to the hunt group number in Communication Manager. The AES adapter found agent ID with extension in the AgentLoginTable. Because the agent ID and extension are identical, the recording is extension based. The AES adapter started monitoring extension The AES adapter added agent ID with extension to AgentLoginTable. The AES adapter received confirmation on the monitoring event for agent ID and agent extension The AES adapter is sending agent login information for agent ID with extension on line instance 1 to the recorder. The AES adapter started monitoring agent ID The agent has logged in to extension with agent ID Because the agent ID and extension are not identical, the recording is agent based. The AES adapter found agent ID with extension in the tableagentlogintable. The AES adapter added agent ID with extension to AgentLoginTable. The AES adapter is sending agent login information for agent ID with extension on line instance 1 to the recorder. Recorder log verification Message Recorder started: Running build... The Recorder service is functional. Manager 112

113 Recorder log verification Message Connection opened with database at ip address : and database name AWFOSDB_Feb14th_FP2 ConfigDatabase : Select STORAGE_ID,STORAGE_NAME,STORAGE_PATH, USER_NAME,PASSWORD,HOST_IP,UPDATE_DAT E,STORAGE_THRESHOLD_SPACE from SYSTEM_STORAGE_DETAILS where host_ip = ' ' or host_ip=' ' Storage server details loaded from database 1 02/28/17 22:35:47 (PST) [22156] CKnoahsARKDatabase.c :356 INFO - {Call up_icm_s_getagentsinfo('','')} Recorder connected to primary Avaya Adapter at ip address and port Recorder connected to primary AES Adapter at ip address and port Received CTIOS_AGENT_LOGIN with agent_id for agent with extension and line_instance 1 The Recorder component is connected to the database on the server with IP address and database name AWFOSDB_Feb14th_FP2. The Recorder is validating the following storage details: Storage ID Storage name Storage path Username Password Host IP Update date Storage threshold space The Recorder loaded the storage server details. The Recorder validates the Voice Settings configurations for all agents in the Avaya Workforce Optimization Select application every minute using the stored procedure {Call up_icm_s_getagentsinfo('','')}. The Recorder is connected to the primary Avaya adapter on the server with IP address and port number The Recorder is connected to the primary AES adapter on the server with IP address and port number The Recorder received the login information for the agent with ID 20001, extension 20001, and line instance 1 from AES adapter. Manager 113

114 Part 3: Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI Manager 114

115 Chapter 15: Overview Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI deployments Avaya Workforce Optimization Select integration with Avaya Aura Call Center Elite (Call Center Elite) on Avaya Aura Communication Manager (Communication Manager) with Avaya Proactive Contact with CTI supports the following deployments: Call Center Elite on Communication Manager and Avaya Proactive Contact with CTI active recording Call Center Elite on Communication Manager and Avaya Proactive Contact with CTI passive recording Manager 115

116 Overview Call Center Elite-Communication Manager and Avaya Proactive Contact with CTI/ Agent and extension-based active recording In active recording, the Avaya Workforce Optimization Select Recorder uses Avaya adapter to get voice streams, AES adapter to get call signaling, and PCS adapter to get agent information, dialer data from PCS adapter, and business data. The call comes from the PSTN and lands on Communication Manager. The call is then routed to the available agent phone. Avaya Aura Application Enablement Services receives the call signaling information from Communication Manager and then sends it to the AES adapter. AES adapter then processes it and sends it to the Avaya Workforce Optimization Select Recorder. The PCS adapter receives agent information, dialer data from PCS adapter and business data from Avaya Proactive Contact with CTI and sends it to the Recorder. The call traverses through a layer 2 switch to the IP phones. Manager 116

117 Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI deployments For active recording, you must: Connect the recorder to an AES adapter, an Avaya adapter, and a PCS adapter for active recording. Configure parameters for call signalling in AES adapter. Configure parameters to enable device media and call control (DMCC) for single step conference or multiple registrations in Avaya adapter. Configure parameters for agent information, dialer data, and business data in PCS adapter. Call Center Elite on Communication Manager and Avaya Proactive Contact with CTI/ SPAN/Agent and extension-based passive recording The Avaya Workforce Optimization Select Recorder uses SPAN to get voice RTP/RTCP, AES adapter to get call signaling, and PCS adapter to get agent information, and business data. The call comes from the PSTN and lands on Communication Manager. The call is then routed to the Manager 117

118 Overview available agent phone. Avaya Aura Application Enablement Services receives the call signaling information from Communication Manager and then sends it to the AES adapter. AES adapter then processes it and sends it to the Avaya Workforce Optimization Select Recorder. The PCS adapter receives agent information and business data from Avaya Proactive Contact with CTI and sends it to the Recorder. The call traverses through a layer 2 switch to the IP phones. On the Layer 2 switch, a port is configured as SPAN, which mirrors the voice RTP and sends it to the Avaya Workforce Optimization Select Recorder. For passive recording, you must: Connect the recorder to an AES adapter and a PCS adapter for passive recording. Configure parameters for call signalling in AES adapter. Configure parameters for agent information and business data in PCS adapter. Manager 118

119 Chapter 16: Planning Key customer configuration information for Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI To maintain a record of the Avaya Workforce Optimization Select configuration information, take a printout of the following table and work with your network administrator to fill the empty cells: Signalling for AES/TSAPI on AES server Name Value IP address Port Secure Port CTI Username CTI Password TSAPI TLINK Switch Connection Name First DMCC Extension and password of DMCC Extension The IP address of the server where AES is installed. The port number of the server where AES is installed. The default port number This is required only for Device Media and Call Control (DMCC). The secure port number of the server where AES is installed. The default port number is This is required only for Device Media and Call Control (DMCC). The TSAPI username. The TSAPI password. The TSAPI link that must be in the format AVAYA#CMSIM#CSTA#AESSIM) The name of the Communication Manager configured in AES server. This is required only for Device Media and Call Control (DMCC). The first DMCC extension or soft phone used for single step conference. Manager 119

120 Planning Automatic Call Distribution (ACD) for Call Center Elite Name Value Hunt Group Extension Avaya Proactive Contact with CTI Name Value Dialer Dialer IP Login name Password The skill or hunt group extension that is configured in AES adapter to send agent extension association information to the Recorder. The host name of the dialer on which the server is running. The IP address of the server on which the dialer is running. Prerequisites for configuring Avaya Aura Call Center Elite on Communication Manager and Avaya Proactive Contact with CTI No. Task Reference Notes 1 Configure Application Enablement Services using the following tasks: Login to the AES server. Verify TSAPI service and DMCC service. Check status of Switch Conn in the AES server. Add CTI user. Add Devices. Add Hunt Group Extensions to Devices List. Add Device Group. Add Device and Hunt Group Extensions to Device Group. See Configuring Avaya Aura Application Enablement Services and Avaya Aura Communication Manager for Avaya Contact Center Elite for Call Recording with Avaya Proactive Contact with CTI on the Avaya Support site. Manager 120

121 Prerequisites for configuring Avaya Aura Call Center Elite on Communication Manager and Avaya Proactive Contact with CTI No. Task Reference Notes Add Device Group to CTI user. Run the TSAPI Test. 2 Deploy Application Enablement Services super patch 3 ( ) if you are using Application Enablement Services version. 3 Configure Communication Manager using the following tasks: Verify CTI link configuration. Verify enhanced conferencing configuration. Administer CTI link. Administer system parameters. Administer class of restriction. Administer agent stations. Verify codec set. Configure IP Network Regions. Administer virtual IP soft phones. 4 Deploy Communication Manager (patch ) if you are using Communication Manager version. 5 Configure Device Media and Call Control (DMCC) service using the following tasks: Administer H323 Gatekeeper. Enable DMCC Unencrypted Port. Run the DMCC Test. 6 Span the traffic between the PBX or Media Server and phones. Connect the traffic to one of the NIC cards in promiscuous mode on the recording server. See Deploying Avaya Aura Application Enablement Services in Virtualized Environment on the Avaya Support site. See Configuring Avaya Aura Application Enablement Services and Avaya Aura Communication Manager for Avaya Contact Center Elite for Call Recording with Avaya Proactive Contact with CTI on the Avaya Support site. See Deploying Avaya Aura Communication Manager on the Avaya Support site. See Configuring Avaya Aura Application Enablement Services and Avaya Aura Communication Manager for Avaya Contact Center Elite for Call Recording with Avaya Proactive Contact with CTI on the Avaya Support site. See Configuring Avaya Aura Application Enablement Services and Avaya Aura Communication Manager for Avaya Contact Center Elite for Call Recording with Avaya Proactive Contact with CTI on the Avaya Support site. Manager 121

122 Chapter 17: Process Checklist for configuring Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI No. Task Reference Notes 1 Install TSAPI client on the server where AES adapter is installed. 2 Download the PCS adapter certificates. 3 Download and install Microsoft Visual C Redistributable Package (x86) 32 bit. See Installing TSAPI client on page 125. See Downloading the PCS adapter certificates on page Configure component parameters See Configuring component parameters on page 127. For active recording, configure the AES adapter, the Avaya adapter, and the PCS adapter parameters. See AES adapter parameters on page 132. Avaya adapter parameters on page 128. Install Microsoft Visual C++ Redistributable Package on the server where PCS adapter is installed. Download the redistributable from the location download/details.aspx? id=5555. Manager 122

123 Checklist for configuring Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI No. Task Reference Notes For passive recording, configure the AES adapter, and the PCS adapter parameters. For on-demand recording, configure the messaging parameters. For call encryption, configure the media manager parameters. PCS adapter parameters on page 135. See AES adapter parameters on page 132. PCS adapter parameters on page 135. See Messaging parameters on page 141. See Media manager parameters on page Configure the recorder parameters. See Recorder parameters on page Configure the dynamic parameters for the recorder. For active recording, connect recorder to an AES adapter, an Avaya adapter, and a PCS adapter. See Configuration values for dynamic recorder parameter for Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI on page 146 and Configuration values for dynamic recorder parameter for Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI on page 146. Manager 123

124 Process No. Task Reference Notes For passive recording, connect recorder to an AES adapter and a PCS adapter. For on-demand recording, connect recorder to the Messaging adapter. For call encryption, connect recorder to the Media Manager service. See Configuration values for dynamic recorder parameter for Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI on page 146 and Configuration values for dynamic recorder parameter for Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI on page 146. See Configuration values for dynamic recorder parameter for Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI on page 146 and Configuration values for dynamic recorder parameter for Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI on page 146. See Configuration values for dynamic recorder parameter for Avaya Aura Call Manager 124

125 Installing TSAPI client No. Task Reference Notes Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI on page 146 and Configuration values for dynamic recorder parameter for Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI on page 146. Installing TSAPI client About this task For Avaya Aura Contact Center on Communication Manager deployments, ensure you install TSAPI client on the server where AES adapter is installed. Procedure 1. Go to avaya_aura_application_enablement_services/interfaces/tsapi/releases/7_0_1/index.gsp. 2. Click Download and extract the tsapi-client-win zip file. 3. Double-click the setup.exe file and click Next. 4. Select the license agreement option and click Next. 5. Click Browse to specify the destination folder and click Next. 6. Enter Host Name or IP Address of the AES server and click Add to List. Note: Do not change the default value of the Port Number. 7. Click Next. 8. Click Downloads and select Avaya Aura AE Services 7.0 TSAPI Client for Windows. You must login or register to download the executable. Manager 125

126 Process 9. Accept the File Download Agreement and click Submit. 10. Click Install. 11. Click Finish. Downloading the PCS adapter certificates About this task To integrate PCS adapter with Avaya Proactive Contact with CTI, you must download the PCS adapter certificates from Avaya Proactive Contact server. Procedure 1. On the command prompt, run the following command: echo $NS The system displays any one of the following: ORBSvcConf /opt/avaya/pds/config/corba_svc_sha2.conf -ORBInitRef NameService=corbaloc:ssliop:<DIALER_NAME>:23201/NameService ORBSvcConf /opt/avaya/pds/config/corba_svc.conf -ORBInitRef NameService=corbaloc:ssliop:<DIALER_NAME>:23201/NameService Where, <DIALER_NAME> is the name of the Avaya Proactive Contact server. 2. (Optional) If the result is ORBSvcConf /opt/avaya/pds/config/ corba_svc_sha2.conf -ORBInitRef NameService=corbaloc:ssliop:<DIALER_NAME>:23201/NameService, download certificates from the following location: /opt/avaya/pds/openssl/sha2/ cacertificate : ProactiveContactCA.pem /opt/avaya/pds/openssl/sha2/private : corbaserver_key.pem/opt/avaya/pds/openssl/sha2/certificate : corbaserver_cert.pem 3. (Optional) If the result is ORBSvcConf /opt/avaya/pds/config/corba_svc.conf - ORBInitRef NameService=corbaloc:ssliop:<DIALER_NAME>:23201/ NameService, download the certificates from the following location: /opt/avaya/pds/ openssl/cacertificate : ProactiveContactCA.pem/opt/avaya/pds/ openssl/private : corbaserver_key.pem/opt/avaya/pds/openssl/ certificate : corbaserver_cert.pem Manager 126

127 Configuring component parameters Configuring component parameters About this task Every component has a corresponding service that starts and stops the processing of the component. After installing Avaya Workforce Optimization Select, you must configure few mandatory parameters for each of the components to start the service. While configuring component parameters, you can use the following tabs: System: To configure common parameters for components irrespective of their nodes. You can configure common parameter values for a component only if the mandatory parameters are configured. Service: To update system level component parameters for each node. You can select the server where the component is installed and the node instance of the component. Dynamic: To connect the recorder to an adapter or service. You can select the server where the recorder is installed and the node instance of the recorder. Use sets to connect the recorder to more than one adapter or service. See Configuring dynamic parameters for recorder on page 45. Procedure 1. Log in to SysAdmin. 2. Click System Administration > Configuration. 3. To configure common parameters for a component, click the System tab. 4. In the Component field, select a component. 5. In the Value column, click to type the values for the parameters you want to configure. You can type values for parameters only if the mandatory parameters are configured. 6. Click Save. 7. To update system level component parameters for a node, click the Service tab and do the following: a. In the Component field, select a component. b. In the Asset field, select the asset you want to configure. c. In the Node field, select the node you want to configure. 8. In the Value column, click to type the values for the mandatory parameters. The systems accepts the default value for the parameters that are not mandatory. 9. Click Save. Next steps Restart the component service after configuring the parameters. Manager 127

128 Process Component parameters field descriptions Name Component Asset Node The components and adapters available for Avaya Workforce Optimization Select. The options are: Media Manager Process Checklist Messaging Recorder Log Manager Packet Sniffer SysAdmin AACCNet adapter Avaya adapter AES adapter TAPI adapter The server where the selected component is installed. A single instance of the selected component installed on the selected server or assets. Adapter parameters Avaya adapter parameters Required integration parameters Name cmapi.server_ip cmapi.server_port To configure the IP address of the server where DMCC or the AES server is installed. To configure the non securable port number that is used to communicate with DMCC service running in the AES server. The default value is Manager 128

129 Adapter parameters Name cmapi.secure_server_port cmapi.username cmapi.password dmcc_station_codec cmapi.callserver first_dmcc_station_extension dmcc_station_password dmcc_recording_type To configure the securable port number that is used to communicate with DMCC service running in the AES server. The default value is To configure the CTI username created for Avaya Workforce Optimization Select to integrate CTI with DMCC service running in the AES server. To configure the CTI user password created for Avaya Workforce Optimization Select to integrate CTI with DMCC service running in the AES server. To configure the audio codec that the application uses for call recordings. The options are: g711u g711a g729 g729a Retain the default value that is g711u. To register the device to Communication Manager or to do call control with a third party device. The default value is cmsim. To configure the first DMCC station extension for single step conference method. The application starts registration with this extension and continues with the remaining extensions by incrementing by one. The default value is This parameter is invalid if the application is running in multiple registrations method. To configure the first DMCC station password for single step registration. Common password should be configured for all the virtual phones that the application needs to be registered in a single step conference method. This parameter is not required if the application is running in multiple registrations method. To configure the DMCC recording type to a single step conference or multiple registrations. The default value is Multiple registrations. Generic parameters required for call recording Name Application Manager 129

130 Process Name Application cmapi.application_description version Common DMCCEnabled MinRTPPort MaxRTPPort HTTPAlertsEnabled AlertManagerIPAddress AlertManagerPort HostDataIP To configure the name of the application for the adapter. The default value is AWFOS. To configure the application description for the adapter. The default value is AWFOS Avaya Adapter. To configure the application version for the adapter. The default value is 5.0. To enable DMCC for active recording deployments where Avaya adapter is used to get voice. The options are: True: The value to enable DMCC for active recording deployments. False: The default value. To configure the minimum RTP port that you want to use to register devices for single step conference or multiple registrations. This parameter is a value that denotes the starting port number from which you can configure the MaxRTPPort value. The default value is To configure the maximum RTP port that you want to use to register devices for single step conference or multiple registrations. MaxRTPPort = MinRTPPort + 2 (number of DMCC stations configured in the num_dmcc_stations parameter. This is because Avaya adapter listens only to ports that end with an even number. The default value is For example, assume the number of DMCC stations is 100 and the MinRTPPort value is The MaxRTPPort will be (100*2) which is To enable the HTTP alerts to send Alert Managerrelated alerts. The options are: True: The default value. False: With this value, you cannot view Alert Manager-related alerts. To configure the IP address of the server on which the Alert Manager is installed. To configure the port number for Alert Manager. The default value is To configure the IP address of the server where the Avaya adapter service is running. Manager 130

131 Adapter parameters Name HostName EnableRecordingWarnTone DMCC cmapi.server_ip cmapi.server_port cmapi.secure_server_port cmapi.username cmapi.password cmapi.callserver num_dmcc_stations first_dmcc_station_extension To configure the host name of the machine where the Avaya adapter service is running. To configure the recording tone feature for a device. This feature is available only for active recording. True: The value to enable the recording tone feature. False: The default value. To configure the IP address of the server where DMCC or the AES server is installed. To configure the non securable port number that is used to communicate with DMCC service running in the AES server. The default value is To configure the securable port number that is used to communicate with DMCC service running in the AES server. The default value is To configure the CTI username created for Avaya Workforce Optimization Select to integrate CTI with DMCC service running in the AES server. To configure the CTI user password created for Avaya Workforce Optimization Select to integrate CTI with DMCC service running in the AES server. To register the device to Communication Manager or to do call control with a third party device. The default value is cmsim. Configure the name of Communication Manager the same way it is configured on AES server as this parameter is case sensitive. To configure the number of DMCC stations or virtual phones that the application is going to register in a single step conference method. The default value is 100. This parameter is invalid if the application is running in multiple registrations method. To configure the first DMCC station extension created in Communication Managerfor both single step conference and multiple registrations method. The application starts registration with this extension and continues with the remaining extensions by incrementing by one. The default value is Manager 131

132 Process Name dmcc_station_password dmcc_station_codec dmcc_station_conf_participation_type dmcc_recording_stations_ipaddr dmcc_recording_type To configure the first DMCC station password for single step registration. Common password should be configured for all the virtual phones that the application needs to be registered in a single step conference method. This parameter is invalid if the application is running in multiple registrations method. To configure the audio codec that the application uses for call recordings. The options are: g711u g711a g729 g729a Retain the default value that is g711u. To configure type of single step conference the application must use to get audio streams from DMCC service. The options are: Active: Silent: The default value. To configure the DMCC recording station as the IP address of the server where Avaya adapter is installed. To configure the DMCC recording type to a single step conference or multiple registrations. The default value is Multiple registrations. AES adapter parameters Required integration parameters Name LoginUserName Password AESServerID To configure the CTI username that you created on the AES server. To configure the CTI user password that you created on the AES server. To configure the AES server name by performing the TSAPI test. The TSAPI test lists the AES server IDs of the AES server. Manager 132

133 Adapter parameters Name HuntGroupExtensions To configure a dummy value for skill or hunt groups for AES adapter to send agent extension association information to the Recorder. Generic parameters required for call recording Name Alerts Configuration AlertManagerPort HTTPAlertsEnabled AlertManagerIPAddress Component Options MaxNoOfLinesForRecording CheckLinkStatusBeforeMonitoring ReopenStreamAfterCTILinkFailure EnableSNMPPolling SendRTPMessageFromAdapter SendDeletePhoneExtInfo AgentBasedRecording SendAgentCallInfo To configure the port number for Alert Manager. The default value is To enable the HTTP alerts to send Alert Managerrelated alerts. The options are: True: The default value. False: With this value, you cannot view Alert Manager-related alerts. To configure the IP address of SysAdmin. To configure the maximum number of lines to be recorded for the agent ID if there are multiple line instances. The default value is 6. The value to configure maximum number of lines for Call Center Elite on Communication Manager deployments must be 1. To configure the AES adapter to check CTI link status before starting to monitor. Retain the default value that is True. To reopen the ACS stream connection. Retain the default value that is True. To enable SNMP polling. AES adapter gets the extension or IP address association from Communication Manager. Retain the default value that is False. To send the RTP messages from AES adapter to the recorder. Retain the default value that is False. To delete the phone extension information. Retain the default value that is True. To enable agent-based recording for Call Center Elite on Communication Manager deployments. Retain the default value that is False. To send agent call information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. Manager 133

134 Process Name SendAgentLoginInfo SendAgentCallStateInfo SendAgentExtendedCallInfo SendAgentCallRTPInfo SendPhoneExtInfo SendAgentCallEndResponseCodeInfo SendAgentCallFailedInfo SendAgentCallTransferInfo SendAgentCallConferenceInfo Debug LoginUserName Password LogTSAPIEvents To send agent login information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call state information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent extended call information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call RTP information to the recorder in for Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send phone extension information messages to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call end response code information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call failed information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call transfer information to the recorder in for Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call conference information to the recorder in for Call Center Elite on Communication Manager deployments. Retain the default value that is True. To configure the CTI username that you created on the AES server. To configure the CTI user password that you created on the AES server. To configure the TSAPI events to be visible in the log file, The options are: True: The value to configure TSAPI events. False: The default value. Manager 134

135 Adapter parameters Name LogLevel Queue Size MaxSizeOfDatabaseTable Server Ports AESAdapterServerPort AESServerID HuntGroupExtension To set the log level for the recorder component. The default value is Info. The other options are: ALL: The value that captures logs of all severity type. TRACE: The value that captures logs of all severity types. WARN FATAL ERROR DEBUG To configure the maximum size of database table. The default value is To configure the port number for AES adapter. The default value is To configure the AES server name by performing the TSAPI test. The TSAPI test lists the AES server IDs of the AES server. To configure hunt groups for AES adapter to send agent extension association information to the Recorder. PCS adapter parameters Required integration parameters Name DialerConfiguration DialerHostName To configure the name of the server where Avaya Proactive Contact with CTI is running. Generic parameters required for call recording Name Alert Configuration AlertManagerIPAddress To configure the IP address of the server where Alert Manager is installed. Manager 135

136 Process Name HTTPAlertsEnabled AlertManagerPort Component Options SendAgentCallInfo SendAgentLoginInfo SendAgentCallStateInfo SendAgentExtendedCallInfo SendCallRTPInfo SendPhoneExtInfo SendAgentCallEndResponseCodeInfo SendAgentCallFailedInfo To enable the HTTP alerts to send Alert Managerrelated alerts. The options are: True: The default value. False: With this value, you cannot view Alert Manager-related alerts. To configure the port number for Alert Manager. The default value is To send agent call information to the recorder in Avaya Aura Call Center Elite (Call Center Elite) on Communication Manager deployments. The options are: True: The default value. False: The value for blended setup. Retain the default value that is True for Avaya Proactive Contact with CTI setup. To send agent login information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call state information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent extended call information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call RTP information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send phone extension information messages to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call end response code information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call failed information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. Manager 136

137 Adapter parameters Name SendAgentCallTransferInfo SendAgentCallConferenceInfo SendAgentCallDialerInfo DialerConfiguration DialerHostName ORBServiceConfigFilePath SNMP Configuration SNMPServerIPAddress SNMPCommunityString To send agent call transfer information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call conference information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To send agent call dialer information to the recorder in Call Center Elite on Communication Manager deployments. Retain the default value that is True. To configure the name of the server where Avaya Proactive Contact with CTI is running. To configure the file located in the PCS adapter folder in the installation directory. For example: File can be named as corba_svc.conf. To configure the Avaya Proactive Contact with CTI IP address when SNMP server IPaddress is used. To configure Avaya Proactive Contact with CTI at the client site. This is a prerequisite information that a customer must have before configuring Avaya Proactive Contact with CTI on SysAdmin. Recorder parameters Use the procedure Configuring component parameters to select the Recorder component and use the table below to configure parameters for Recorder. Parameter Adapter Configuration DelayedExtendedCallInfo To update the call variable information in the interactions table for calls that have the agent extended call information message. The options are: True: The value to capture call variable information for delayed or extended calls. The value to enable for all ACD deployments types. False: The default value. Manager 137

138 Process Parameter UseCTIIntegration SaveCTICallIDInConnected UpdateICMFromWrapUp Alerts Configuration AlertManagerIPAddress HTTPAlertsEnabled Debug LogLevel LogDatabaseQueries To get events from the respective adapters to the recorder for recording interactions. The options are: True: The value for the recorder to connect to either TAPI adapter, Avaya adapter, AES adapter, or PCS adapter False: The default value. To remember the PBX call identifier in the connected state. The options are: True: The value that is required for Cisco environment. False: The default value. To update ICM Enterprise ID value in database that comes in wrapup data. The default value is True. To configure the IP address of Alert Manager so that the recorder connects to Alert Manager. To enable HTTP alerts. The options are: True: The default value that sends recorder-related alerts to Alert Manager. False: The recorder does not send any alerts to Alert Manager. To set the log level for the recorder component. The default value is INFO. The other options are: ALL: The value that captures logs of all severity type. TRACE: The value that captures logs of all severity types. WARN FATAL ERROR DEBUG To enable recorder to log all database queries in the recorder specific log file. The options are: True: The value that is required for all deployments. False: The default value. Manager 138

139 Adapter parameters Parameter LogCTIOSKeepAliveMessages LogCTIOSHTTPMessages Recording DriveSelect MaxNoOfLinesForRecording PCSDialerIntegration VoiceIPAddress1 RecorderPacketFilterString To enable logging the keep alive messages received from adapters to recorder to the log file. By default, keep alive messages are disabled. The default option is False. If the adapter disconnects from the recorder, the adapter cannot send any keep alive messages to the recorder. If the adapter is properly connected to AES, the recorder receives active keep alive messages. To configure the flag to log CTIOSHTTP messages. To configure the current working directory folder where the recorder stores interaction data. For example, D:\ The voice folder is created to store interaction data. To configure the maximum number of lines that the recorder has to record per phone. It is the maximum number of line instances created in the employee profile. The default value is 6. To configure the flag to enable Avaya Proactive Contact with CTI integration. The options are: True: The value to enable Avaya Proactive Contact with CTI integration. False: The default value for Avaya Aura Contact Center on Communication Manager, Avaya Aura Contact Center on CS 1000, Avaya Contact Center Select on IP Office, and IP Office Contact Center on IP Office environments. To configure the IP address from where the recorder reads the voice packets. The recorder reads the voice packets from the voice NIC IP address in case of passive recording and the adapter server IP address in case of active recording. To configure the network packet filter in recorder to sniff the packets coming from certain ports and from certain protocol type. The format of the value must be identical to the WinCap packet filter format. The options are: (((ip proto TCP) and (((tcp port 2000 or 5060): The value to enable for IP Office, SIP, and SPAN recording. (ip proto UDP)): The value to enable for Communication Manager, AES, and IP Office, Manager 139

140 Process Parameter AvayaIntegration RTCPProcessingEnabled LoginAgentOnPhoneExtTableAdd TAPI, and SPAN recording. This is the default value. To enable 100% recording in Avaya environment, Retain the default value that is False. To enable the recorder to process RTCP packets to get phone extension information. Retain the default value that is True for Call Center Elite on Communication Manager and Avaya Proactive Contact with CTI passive deployments. To add the IP address of a phone to the table so that the recorder can record interactions of that phone. The options are: True: The value to enable for Call Center Elite on Communication Manager and Avaya Proactive Contact with CTI deployments. False: The default value. SpeakerSeparation To configure to check whether a call is recorded as two different streams or as a single stream. The options are: True: The default value. False: The value to enable DMCC recording deployments. UseTenantNameInVoiceCaseID To configure the tenant name in a voice case ID. The options are: True: The default value. False: The client name in the voice case ID instead of the tenant name. SIPRecording VoiceStreamRecordingEnabled To configure voice stream recording based on the current agent details. The options are: True: The value to enable for active recording deployments. False: The default value. The value to enable for passive or SPAN-based recording. ScreenCapture ScreenCaptureEnabled To enable screen capture. The options are: True: The value to enable screen capture for agent desktop. Manager 140

141 Adapter parameters Parameter SCUploadServerIPAddress SilentMonitor PublicIPAddress ApplicationServerIPAddress AppServerPort ConverterServerSMIPAddress Storage Configuration StorageServerIPAddress StoragePath False: The default value. To configure the IP address of the Unified Messaging component where the screen capture service connects to upload screens. To configure the public IP address used for live monitoring as the IP address of the server where recorder is running. To configure the IP address of the web application server. To configure the port number for the application server. The default value is 80. To configure the IP address where the media manager is running. This is in case of multi box deployments. To configure the IP address of the server where the recorder is running to store interactions. To configure the location to store audio files. For example, D:\Voice. Timers ConfigLoadInterval UnifiedMessaging ScreenCaptureProxyIPAddress UnifiedMessagingServerPort To configure the load interval in minutes for those parameters that do not require service restart. The values that you modify for these parameters get applied only after the specified load interval time. The default value is 15. To configure the IP address of the Unified Messaging component or screen capture proxy so that the recorder can send all screen capture events. To configure the Unified Messaging port so that the recorder connects to the Unified Messaging component. Messaging parameters Use the procedure Configuring component parameters to select the Messaging component and use the table below to configure parameters for Messaging. Parameter UM_Core Manager 141

142 Process Parameter nat.apacheip proxyip HarmonyRMSApplication UM_Core_IP_Ports MessagingServerIP RecorderServerIP EDServiceIPAddress ScreenStorageIPAddress UM_Core_Schedulers dtanotifier UM_Core_Locations uploadlocation logdumplocation To configure the IP address where Apache is running for the Screen Capture to connect to the Unified Messaging component. To specify the host name or IP address where the web application server is deployed. You can view screen captures while monitoring live interactions. To configure the application name for Harmony Recorder Middleware Service (HRMS). The default value is AWFOS. For Desktop Monitor application, to start and stop screen capture for nonvoice transactions, the value must be boffice. To specify the IP address where the Messaging service is running. To specify the IP address where the recorder server is running to send the Screen Login information to the recorder. To configure the IP address where Media Manager is running to encrypt and decrypt screens. To configure the IP address where Unified Messaging is running to move the screens from the agent desktop to a local storage drive. To configure the cron expression for the Desktop Monitor application. The default value is 0 0/1 * 1/1 *?. Note: Ensure you change the value by replacing 1 with another number. For example, 0 0/2 * 1/1 *?. To configure the location for temporary storage of screen capture images. For example D:\\voice\ \screen or D:/voice/screen. To configure the log file dump location for the Screen Capture application. For example D:\\dump or D:/ dump. Manager 142

143 Adapter parameters Media manager parameters Use the procedure Configuring component parameters to select the Media Manager component and use the table below to configure parameters for Media Manager. Parameter Alert Configuration AlertManagerIPAddress Component Options StorageManagerInstanceNumber NoOfStorageManagerInstances StorageManagerAction StorageManagerName EDServiceIPAddress Debug EnableSecurity To configure the IP address of the server where Alert Manager is running to receive Media Managerrelated alerts. To configure the Storage Manager instance that is running. If you have two storage manager instances running, you can provide 1 as the storage manager instance for one and 2 for the other instance. To configure the total number of Storage Manager instances that are running. For example, 2. To add the action that Storage Manager needs to perform. The options are: Archive Compress Copy Move Purge You can configure multiple actions separated by a comma. Do not replace the Purge action with Delete. To configure the Storage Manager name. For example, SM1. To configure the IP address of the server where the Media Manager service is running to perform encryption and decryption of recorded interactions. To enable encryption or decryption for a call. The options are: True: The default value that functions only when you configure the secure storage path parameter. Else, Media Manager stops functioning. False: The value to disable encryption or decryption for calls and screens. Manager 143

144 Process Parameter LogDatabaseQueries SecureDBUsername SecureDBPassword LogLevel IISServerHost WorkingDir Server Ports IISServerPort Storage Configuration StoragePath SecureStoragePath To enable recorder to log all database queries in the media manager specific log file. The options are: True: The value that is required for all deployments. The default value. False: To configure a secure database user name for encrypting and decrypting interactions. The user name is harmonysec. To configure a secure database password for encrypting and decrypting interactions. To set the log level for the recorder component. The default value is TRACE. The other options are: ALL: The value that captures logs of all severity type. TRACE: The value that captures logs of all severity types. WARN FATAL ERROR DEBUG To configure the host name or IP address of the server where IIS is installed. To configure the current working directory folder where the recorder stores interaction data. For example, D:\. where the voice folder is created to store interaction data. To configure the port number for an IIS server. The default value is 443. To configure a location to store non encrypted audio files and screens. For example, D:\Voice. To configure a location to store encrypted audio files and screens. For example, D:\Secure. Note: The storage path for the device must be defined in the Avaya Workforce Optimization Select web application. The details are available in the Managing storage devices topic in Manager 144

145 Restarting the Avaya Workforce Optimization Select components Parameter Timers ConfigLoadInterval DelayBetweenAlerts Administering Avaya Workforce Optimization Select. The time taken by Media Manager to load storage details is 5 minutes. Rules for the specified storage path gets affected after 5 minutes. To configure the load interval in minutes for those parameters that do not require service restart. The values that you modify for these parameters get applied only after the specified load interval time. The default value is 15. To configure the delay between different types of alerts. The default value is 5 minutes. Restarting the Avaya Workforce Optimization Select components Procedure 1. Log in to the server that hosts the web application components. 2. Click Start > Run > services.msc 3. Right-click the component and click Restart. Configuring dynamic parameters for the recorder About this task Use this procedure to connect the recorder to an adapter or service. Based on the deployment, create multiple sets so that the recorder gets connected to the relevant adapters and services. For example, for IP Office Contact Center on IP Office deployments, the recorder must connect to an Avaya adapter and a TAPI adapter. Therefore, create two adapter sets for the recorder to connect to an Avaya adapter and a TAPI adapter. Similarly, create service sets for the recorder to connect to a service like Media Manager. You can configure specific parameters for an adapter or service. Procedure 1. Click System Administration > Configuration. 2. Click the Dynamic tab. 3. In the Component field, select a component. Manager 145

146 Process Note: This field applies only to recorder. 4. Select the Dynamic Type as Adapter or Service. 5. In the Asset field, select an asset. 6. In the Node field, select a node. 7. In the No. of Sets field, type the number of sets you want to create. 8. Click Create Sets. Next steps Restart the component service after configuring the parameters. Configuration values for dynamic recorder parameter for Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI Adaper sets The table below lists the three adapter sets you must create for the recorder to connect to AES adapter, PCS adapter and Avaya adapter. For on-demand recording, create another adapter set for the recorder to connect to the Messaging component. Parameter Component Dynamic Type Asset Node No of Sets Adapter Dynamic Set 1 Name ServerAddress Value Recorder Adapter ServerPort Type Adapter Dynamic Set 2 Name Name of the server where the recorder is installed Name of the instance of the recorder installed on the selected server or asset. 4 for active recording and 3 for passive recording. AES adapter The IP address of the server where AES adapter is installed. Normal Avaya adapter Manager 146

147 Configuration values for dynamic recorder parameter for Avaya Aura Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI Parameter ServerAddress Value ServerPort ServerLocalPort Type WebURLString Adapter Dynamic Set 3 Name ServerAddress The IP address of the server where Avaya adapter is installed. Normal ServerPort Type Adapter Dynamic Set 4 Name ServerAddress /AvayaAdapter/MonitorSitesRecorderRequest PCS adapter The IP address of the server where PCS adapter is installed. Normal ServerPort Type Service sets Unified Messaging The IP address of the server where the Unified Messaging component is installed. Normal For call encryption, create a service set for the recorder to connect to the Media Manager component. Parameter Component Dynamic Type Asset Node No of Sets 1 Service Dynamic Set 1 Name ServerAddress Value Recorder Service ServerPort Type Name of the server where the recorder is installed Name of the instance of the recorder installed on the selected server or asset. Media Manager The IP address of the server where the Media Manager component is installed. Normal Manager 147

148 Chapter 18: Post configuration verification Post configuration verification checklist Call Center Elite on Communication Manager and Avaya Proactive Contact with CTI deployments No. Tasks Reference 1 Verify that the adapters are functional and connected to Call Center Elite in the following adapter logs: AvayaAdapter.log file AESAdapter.log file PCSAdapter.log file 2 Verify that the Avaya adapter, AES adapter, and PCS adapter are connected to the recorder in the Recorder.log file. 3 Verify that the agent login information is available in the AESAdapter.log file. 4 Verify that the agent login information is available in the Recorder.log file. See Avaya adapter log verification on page 148. See Post configuration AES adapter log verification on page 149. See PCS adapter log verification on page 151. See Recorder log verification on page 152. See Post configuration AES adapter log verification on page 149. See Recorder log verification on page 152. Avaya adapter log verification Message AvayaAdapter started: Running build... Connection opened with database at ip address : The Avaya adapter service is functional. The Avaya adapter is connected to the database on the server with IP address Manager 148

149 Post configuration AES adapter log verification Message Started Loading Extensions configured for recording in database Connected to Primary DatabaseServer for default Successfully got a service provider to the AES Server with session_id 6E423EE9816ED8E55DC5FA0EB2F2523C- Successfully registered recording device with extension Added element to pool Received CSTA_REGISTERED_EVENT event for Recording Device extension The Avaya adapter is loading extensions configured for recording in database. The Avaya adapter is connected to the primary database server on IP address The Avaya adapter is connected to the DMCC service on AES server on the session ID 6E423EE9816ED8E55DC5FA0EB2F2523C. The Avaya adapter is registering the recording station on the DMCC station recording device The Avaya adapter added the DMCC recording station to the pool. The Avaya adapter received a registered event from DMCC service on AES server for the recording device extension Post configuration AES adapter log verification Message AESAdapter started: Running build VOIP_ _NH_ _0009 made on Nov :52:58 "AESAdapter Service" Service Stopped Connection opened with database at ip address : ACSOpenStream Success ACSOpenStream Failed HuntGroupMonitoring Started Added to MonitorPendingAgentsTable Received ACS_OPEN_STREAM_CONF event The AES adapter service is functional on the build VOIP_ _NH_ _0009 as on Nov. 4, 2016 at 10:52:58. The AES adapter service stopped. Restart the service. The AES adapter is connected to the database on the server with IP address The AES adapter is connected to the AES server. The connection between the AES adapter and the AES server is lost. Ensure that the AES server is connected to Communication Manager and the TSAPI client is installed and configured correctly. The AES adapter is loading the hunt group parameter value configured in SysAdmin. The AES adapter is adding the hunt group, agent IDs, and extensions in the MonitorPendingAgentsTable. The AES adapter is successfully connected with the AES server. Manager 149

150 Post configuration verification Message Adapter connected to client at ip address and port CTILinkStatus is LinkUp CTILinkStatus is LinkDown Started monitoring on hunt group extension Monitoring started for huntgroup extension Found agent_id with agent_extension in AgentLoginTable Monitoring started for extension Added agent_id with extension to AgentLoginTable Received CSTA_MONITOR_CONF event received for agent_id and agent_extension Sending VOIP_CTIOS_AGENT_LOGIN with agentid for agent with extension 29033, line_instance 1 Starting to monitor new agent_id Received CSTA_LOGGED_ON event for agent_id and agent_extension Found agent_id with agent_extension in AgentLoginTable Added agent_id with extension to AgentLoginTable. Sending VOIP_CTIOS_AGENT_LOGIN with agentid for agent with extension 29033, line_instance 1 The AES adapter is successfully connected with the recorder on the server with IP address and port number The connection between the AES server and Communication Manager is active. The connection between the AES server and Communication Manager is lost. Ensure that the AES server is connected to the Communication Manager and the TSAPI client is installed and configured correctly. The AES adapter started monitoring the hunt group extensions. The AES adapter started monitoring the hunt group and all agents mapped to the hunt group number in Communication Manager. The AES adapter found agent ID with extension in the AgentLoginTable. Because the agent ID and extension are identical, the recording is extension based. The AES adapter started monitoring extension The AES adapter added agent ID with extension to AgentLoginTable. The AES adapter received confirmation on the monitoring event for agent ID and agent extension The AES adapter is sending agent login information for agent ID with extension on line instance 1 to the recorder. The AES adapter started monitoring agent ID The agent has logged in to extension with agent ID Because the agent ID and extension are not identical, the recording is agent based. The AES adapter found agent ID with extension in the tableagentlogintable. The AES adapter added agent ID with extension to AgentLoginTable. The AES adapter is sending agent login information for agent ID with extension on line instance 1 to the recorder. Manager 150

151 PCS adapter log verification PCS adapter log verification Message PCSAdapter started: Running build... Connection opened with database at ip address : Received AGENTOFFCALL event for the agent_id 1107 and extension and tenant_name Default Received AGENTONCALL event for the agent_id 1107 and extension and tenant_name Default Received AGENTNOTREADY event for the agent_id 1107 and extension and tenant_name Default Received AGENTREADY event for the agent_id 1107 and extension and tenant_name Default Received AGENTOFFLINE event for the agent_id 1107 and extension and tenant_name Default Received AGENTONLINE event for the agent_id 1107 and extension and tenant_name Default Added agent_id 1107 with extension to AgentLoginTable The PCS adapter service is functional. The PCS adapter is connected to the database on the server with IP address The PCS adapter received an off call event for the agent with ID 1107, extension 62003, and tenant name as default from Avaya Aura Application Enablement Services. The PCS adapter received an on call event for the agent with ID 1107, extension 62003, and tenant name as default from Avaya Aura Application Enablement Services. The PCS adapter received a not ready event for the agent with ID 1107, extension 62003, and tenant name as default from Avaya Aura Application Enablement Services. The PCS adapter received a ready event for the agent with ID 1107, extension 62003, and tenant name as default from Avaya Aura Application Enablement Services. The PCS adapter received an offline event for the agent with ID 1107, extension 62003, and tenant name as default from Avaya Aura Application Enablement Services. The PCS adapter received an online event for the agent with ID 1107, extension 62003, and tenant name as default from Avaya Aura Application Enablement Services. The PCS adapter added the agent with ID 1107 and extension to the AgentLoginTable. PCS adapter log verification Message PCSAdapter started: Running build... Connection opened with database at ip address : The PCS adapter service is functional. The PCS adapter is connected to the database on the server with IP address Manager 151

152 Post configuration verification Message Received AGENTOFFCALL event for the agent_id 1107 and extension and tenant_name Default Received AGENTONCALL event for the agent_id 1107 and extension and tenant_name Default Received AGENTNOTREADY event for the agent_id 1107 and extension and tenant_name Default Received AGENTREADY event for the agent_id 1107 and extension and tenant_name Default Received AGENTOFFLINE event for the agent_id 1107 and extension and tenant_name Default Received AGENTONLINE event for the agent_id 1107 and extension and tenant_name Default Added agent_id 1107 with extension to AgentLoginTable The PCS adapter received an off call event for the agent with ID 1107, extension 62003, and tenant name as default from Avaya Aura Application Enablement Services. The PCS adapter received an on call event for the agent with ID 1107, extension 62003, and tenant name as default from Avaya Aura Application Enablement Services. The PCS adapter received a not ready event for the agent with ID 1107, extension 62003, and tenant name as default from Avaya Aura Application Enablement Services. The PCS adapter received a ready event for the agent with ID 1107, extension 62003, and tenant name as default from Avaya Aura Application Enablement Services. The PCS adapter received an offline event for the agent with ID 1107, extension 62003, and tenant name as default from Avaya Aura Application Enablement Services. The PCS adapter received an online event for the agent with ID 1107, extension 62003, and tenant name as default from Avaya Aura Application Enablement Services. The PCS adapter added the agent with ID 1107 and extension to the AgentLoginTable. Recorder log verification Message Recorder started: Running build... Connection opened with database at ip address : and database name AWFOSDB_Feb14th_FP2 ConfigDatabase : Select STORAGE_ID,STORAGE_NAME,STORAGE_PATH, USER_NAME,PASSWORD,HOST_IP,UPDATE_DAT E,STORAGE_THRESHOLD_SPACE from SYSTEM_STORAGE_DETAILS where host_ip = ' ' or host_ip=' ' The Recorder service is functional. The Recorder component is connected to the database on the server with IP address and database name AWFOSDB_Feb14th_FP2. The Recorder is validating the following storage details: Storage ID Storage name Storage path Username Password Manager 152

153 Recorder log verification Message Host IP Update date Storage server details loaded from database 1 02/28/17 22:35:47 (PST) [22156] CKnoahsARKDatabase.c :356 INFO - {Call up_icm_s_getagentsinfo('','')} Recorder connected to primary Avaya Adapter at ip address and port Recorder connected to primary AES Adapter at ip address and port Recorder connected to primary PCS Adapter at ip address and port Received CTIOS_AGENT_LOGIN with agent_id for agent with extension and line_instance 1 Storage threshold space The Recorder loaded the storage server details. The Recorder validates the Voice Settings configurations for all agents in the Avaya Workforce Optimization Select application every minute using the stored procedure {Call up_icm_s_getagentsinfo('','')}. The Recorder is connected to the primary Avaya adapter on the server with IP address and port number The Recorder is connected to the primary AES adapter on the server with IP address and port number The Recorder is connected to the primary PCS adapter on the server with IP address and port number The Recorder received the login information for the agent with ID 20001, extension 20001, and line instance 1 from AES adapter. Manager 153

154 Chapter 19: High availability and redundancy High availability recording in Call Center Elite on Communication Manager and Avaya Proactive Contact with CTI deployments Avaya recommends a secondary or backup recording server for seamless recording. In passive recording, both the primary and secondary backup recorders are connected to two separate SPAN sessions and to their local adapters. If the primary server fails, the secondary server continues to record calls from the SPAN session. In active recording, both the primary and secondary backup recorders are connected to their local data NICs and local adapters. Using keep alive events, the recorder, at regular intervals, checks if the connection with the adapters and the SPAN session is active. This phenomenon is referred to as heartbeat. Recorder failover and redundancy can be achieved by deploying recording servers in pairs. High availability recording in Call Center Elite on Avaya Aura Communication Manager and Avaya Proactive Contact with CTI deployments can be implemented in two ways: Active-Passive: The primary recorder server is active and the secondary or backup server is in hot standby mode. A seamless failover to the standby or secondary recorder happens when the active or primary recorder fails. In active-passive high availability mode 100% call recording is not possible. Data might be lost if the recorder becomes nonfunctional on an active call or till the time the secondary recorder becomes active and gets the events from the adapters. Active-Active: Both the primary and secondary recorder servers are active and record calls. The secondary recorder server deletes the call only after ensuring that the primary server is functional till the call ends. The critical adapters send keep alive events with active status to the recorder as long as their signaling is active with PBX or ACD servers. When the signaling in any adapter is lost, the adapter still sends the keep alive events to the recorder but with inactive status. In such cases, the primary recorder communicates with the secondary recorder and sends a request to switch over. If the secondary recorder accepts the request, the primary recorder successfully switches its role to secondary recorder and vice versa. If the adapter connectivity of the secondary recorder is also lost, the status of the current primary recorder remains as primary. Both, Avaya Aura Communication Manager, Call Center Elite, and Avaya Aura Application Enablement Services, support local high availability and are configured with a single virtual IP address. Both, the AES adapter and Avaya adapter connect to the virtual IP address of Avaya Aura Manager 154

155 Configuring Recorder parameters for high availability Application Enablement Services. Similarly, Call Center Elite also supports local high availability and is configured with a virtual IP address. The Call Center Elite, using its own virtual IP address connects to the AES adapter and also to the virtual IP address of Avaya Aura Application Enablement Services. You can implement failover by connecting adapters to each recorder, PBX, and ACD. Recording type Critical adapter Adapters connected to each recorder Adapters for signaling with PBX Adapters connected to ACD Active Avaya adapter AES adapter Avaya adapter AES adapter Avaya adapter AES adapter Note: Both the adapters get events from Avaya Aura Communication Manager through Avaya Aura Application Enablement Services. AES adapter Passive AES adapter AES adapter AES adapter Note: AES adapter The AES adapter get events from Avaya Aura Communication Manager through Avaya Aura Application Enablement Services. Configuring Recorder parameters for high availability About this task Use this procedure to configure recorder parameters for high availability. Procedure 1. Log in to SysAdmin. 2. Click System Administration > Configuration. Manager 155

156 High availability and redundancy 3. Click the Service tab and do the following: a. In the Component field, select Recorder. b. In the Asset field, select the asset on which you want to configure high availability. c. In the Node field, select the node on which you want to configure high availability. 4. In the Value column of the RecorderFailoverEnabled parameter, type True to enable failover. 5. Click Save. Next steps Restart the component service after configuring the parameters. Configuring Recorder parameters for high availability About this task Use this procedure to configure recorder parameters for high availability. Procedure 1. Log in to SysAdmin. 2. Click System Administration > Configuration. 3. Click the Service tab and do the following: a. In the Component field, select Recorder. b. In the Asset field, select the asset on which you want to configure high availability. c. In the Node field, select the node on which you want to configure high availability. 4. In the Value column of the RecorderFailoverEnabled parameter, type True to enable failover. 5. Click Save. Next steps Restart the component service after configuring the parameters. Configuring dynamic parameters for the recorder About this task Use this procedure to connect the recorder to an adapter or service. Based on the deployment, create multiple sets so that the recorder gets connected to the relevant adapters and services. For example, for IP Office Contact Center on IP Office deployments, the recorder must connect to an Avaya adapter and a TAPI adapter. Therefore, create two adapter sets for the recorder to connect to Manager 156

157 Dynamic recorder parameter configuration values for high availability an Avaya adapter and a TAPI adapter. Similarly, create service sets for the recorder to connect to a service like Media Manager. You can configure specific parameters for an adapter or service. Procedure 1. Click System Administration > Configuration. 2. Click the Dynamic tab. 3. In the Component field, select a component. Note: This field applies only to recorder. 4. Select the Dynamic Type as Adapter or Service. 5. In the Asset field, select an asset. 6. In the Node field, select a node. 7. In the No. of Sets field, type the number of sets you want to create. 8. Click Create Sets. Next steps Restart the component service after configuring the parameters. Dynamic recorder parameter configuration values for high availability Primary recorder The table below lists the two adapter sets you must create for the primary recorder to connect to local adapters such as AES adapter and Avaya adapter. Parameter Value Component Recorder 1 Dynamic Type Asset Node No of Sets Adapter Dynamic Set 1 Adapter Name AES adapter 1 ServerAddress Name of the server where the recorder 1 is installed Name of the instance of the recorder 1 installed on the selected server or asset. 2 for active recording and 1 for passive recording, The IP address of the server where AES adapter 1 is installed. Manager 157

158 High availability and redundancy Parameter Value ServerPort Type Adapter Dynamic Set 2 Critical Name Avaya adapter 1 ServerAddress ServerPort ServerLocalPort Type WebURLString Secondary recorder The IP address of the server where Avaya adapter 1 is installed. Critical for active recording. Normal for passive recording. /AvayaAdapter/MonitorSitesRecorderRequiest The table below lists the two adapter sets you must create for the secondary recorder to connect to local adapters such as AES adapter and Avaya adapter. Parameter Value Component Recorder 2 Dynamic Type Asset Node No of Sets Adapter Dynamic Set 1 Adapter Name AES adapter 2 ServerAddress ServerPort Type Adapter Dynamic Set 2 Name of the server where the recorder 2 is installed Name of the instance of the recorder 2 installed on the selected server or asset. 2 for active recording and 1 for passive recording, The IP address of the server where AES adapter 2 is installed. Critical Name Avaya adapter 2 ServerAddress ServerPort ServerLocalPort Type WebURLString The IP address of the server where Avaya adapter 2 is installed. Critical for active recording. Normal for passive recording. /AvayaAdapter/MonitorSitesRecorderRequiest Manager 158

159 Part 4: Configuring Avaya Proactive Contact with CTI on Avaya Aura Communication Manager Manager 159

160 Chapter 20: Overview Avaya Proactive Contact with CTI on Avaya Aura Communication Manager deployments Avaya Workforce Optimization Select integration with Avaya Proactive Contact with CTI on Avaya Aura Communication Manager (Communication Manager) supports the following deployments: Avaya Proactive Contact with CTI on Communication Manager active recording Avaya Proactive Contact with CTI on Communication Manager passive recording Manager 160

161 Avaya Proactive Contact with CTI on Avaya Aura Communication Manager deployments Avaya Proactive Contact with CTI on Communication Manager/Agent and extensionbased active recording In active recording, the Avaya Workforce Optimization Select Recorder uses Avaya adapter to get voice streams, AES adapter to get call signaling, and PCS adapter to get agent information and business data. The call comes from the PSTN and lands on Communication Manager. The call is then routed to the available agent phone. Avaya Aura Application Enablement Services receives the call signaling information from Communication Manager and then sends it to the AES adapter. AES adapter then processes it and sends it to the Avaya Workforce Optimization Select Recorder. The PCS adapter receives agent information and business data from Avaya Proactive Contact with CTI and sends it to the Recorder. The call traverses through a layer 2 switch to the IP phones. Manager 161

162 Overview For active recording, you must: Connect the recorder to an AES adapter, an Avaya adapter, and a PCS adapter for active recording. Configure parameters for call signalling in AES adapter. Configure parameters to enable device media and call control (DMCC) for single step conference or multiple registrations in Avaya adapter. Configure parameters for agent information and business data in PCS adapter. Avaya Proactive Contact with CTI on Communication Manager/Agent and extensionbased passive recording The Avaya Workforce Optimization Select Recorder uses SPAN to get voice RTP/RTCP and PCS adapter to get call signaling, agent information and business data. The call comes from the PSTN Manager 162