Application Notes for Configuring Computer Instruments Enhanced Interactive Fax DID and Fax on Demand with Avaya IP Office - Issue 1.

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1 Avaya Solution & Interoperability Test Lab Application Notes for Configuring Computer Instruments Enhanced Interactive Fax DID and Fax on Demand with Avaya IP Office - Issue 1.0 Abstract These Application Notes describe the procedure for configuring Computer Instruments Enhanced Interactive Voice Response (eivr) Fax DID and Fax on Demand to work with Avaya IP Office. Information in these Application Notes has been obtained through compliance testing and additional technical discussions. Testing was conducted via the DeveloperConnection Program at the Avaya Solution and Interoperability Test Lab. 1 of 29

2 1. Introduction These Application Notes focus on the steps required for configuring Computer Instruments Enhanced Interactive Voice Response (eivr) Fax DID and Fax on Demand to work with Avaya IP Office. Computer Instruments eivr is a customer premise multi-application e-business and Customer Relationship Management (CRM) solution. eivr is a suite of Windows applications that contain all of the necessary functionality to act as a Web server, an electronic commerce storefront server, a value-added interactive voice response (IVR) platform, a fax response platform and a messaging server. The configuration information provided in these Application Notes assumes the prior successful configuration of the eivr with IP Office as instructed in reference [3]. The configuration in Figure 1 shows a network consisting of an Avaya IP Office 406v2 with Avaya IP400 Phone Module, Avaya IP Office Manager PC, Computer Instruments eivr server, Avaya 6408D+ digital telephones, Avaya 4600-series IP telephones and analog telephones. Avaya IP Office has T1/PRI and analog trunks to the central office. Analog and digital extensions are connected to Avaya IP Office as well. eivr interfaces with Avaya IP Office via TAPI 3 rd party call control as well as analog station ports. The Avaya IP Office TAPI driver must be installed on the eivr server to establish the TAPI 3 rd party call control connection to Avaya IP Office. The analog tip-ring ports connected to the eivr are configured on Avaya IP Office to belong to the same hunt group. eivr is also configured as the voic system for Avaya IP Office. Additionally, the eivr server contains an internal fax modem for the fax capabilities. If only Fax on Demand were used, the fax modem could be setup with its own analog trunk line to the Central Office. However, if Fax DID is also used, the eivr internal fax modem must be connected to an Avaya IP Office analog station port and assigned its own extension. The tested configuration is shown in Figure 1. The following eivr functionality was addressed in this compliance test: Fax on Demand Each document in the automated attendant menu is assigned its own document id. After IP Office routes a call to the eivr, the eivr launches an automated attendant menu that prompts the caller to select a particular document id to be faxed back to them. The caller is also prompted to provide a receiving fax number. Then, the eivr uses the fax modem to place an outbound call to the caller s fax and faxes the requested document. 2 of 29

3 Fax DID Phantom extensions created on Avaya IP Office are setup for each user requiring Fax DID. When incoming calls to the user s fax DID arrive, IP Office routes the call to eivr. Upon receiving the call, eivr TAPI blind-transfers the call to the fax modem extension. The eivr internal fax modem is used to receive the fax. Once the fax is received, eivr stores the fax in the user s voic for later retrieval. The eivr can both send the fax to the user s and also make it accessible via TUI. Since eivr unified messaging was not compliance tested, the received faxes were verified by sending them to an external fax using the eivr TUI. Figure 1 Network Configuration Diagram Table 1 lists all Fax DID and Fax on Demand extension numbers for Figure 1. 3 of 29

4 End-User Extensions and User Extension Fax Extension Fax DID corresponding Fax DID Phantom Extensions Kit Tankhiwale 6502 Kit Fax DID John Yaya 6503 John Yaya Fax DID John Finnegan 6512 John Finnegan Fax DID Phantom Extensions FaxBack Phantom (Fax on Demand extension) eivr Extensions eivr Fax (internal fax modem extension) Table 1 User to Extension Mapping 2. Equipment and Software Validated The following equipment and software/firmware were used for the sample configurations provided: Equipment Software/Firmware Avaya IP Office 406v2 3.1(5602) Avaya IP400 Office Phone Module 5.1(5602) Avaya IP Office Manager 5.1(56) Avaya IP Office TAPI Driver Avaya 4600-Series IP Telephones 2.3 (4602SW, 4610SW, 4620SW) Avaya 6408D+ Digital Telephones - Computer Instruments eivr HP Photosmart 2610 all-in-one Fax - Table 2 Equipment and Software / Firmware Versions Validated 3. Configure Avaya IP Office The configuration information provided in this section describes the steps required to set up Avaya IP Office for this solution and assume the IP Office configuration described in reference [3] has already been carried out. In particular, 4 of 29

5 The eivr port extensions ( ) were created and configured. The eivr hunt group (6599) was created and configured. The eivr hunt group was configured as the IP Office system voic . End-user extensions ( , , and 6517) were created. The CTI Link Pro license was installed. For all other provisioning information, such as Avaya IP Office installation and configuration, please refer to Avaya IP Office product documentation in reference [1]. Step Description 1. Log into the IP Office Manager PC and go to Start Programs IP Office Manager to launch the Manager application. Log into the Manager application using the appropriate credentials. 2. In the Manager window that appears, select File Open to search for IP Office in the network. 3. Log into IP Office using the appropriate login credentials to receive its configuration. Configure analog extension connecting to eivr internal fax modem 4. In the Manager window, go to the Configuration Tree and double-click Extension. In the list of extensions that appear, double click the extension that will be connected to the eivr internal fax modem. In the Extension window that appears, set Extension to the extension number of the eivr internal fax modem in Table 1, select Standard Telephone for Equipment Classification and click OK. 5 of 29

6 5. In the Manager window, go to the Configuration Tree and double-click User. In the right hand pane, right-click New to add a user. 6. In the User window that appears, set Name to the name of the eivr internal fax extension listed in Table 1. Set Extension to the extension number of the eivr internal fax extension listed in Table 1. Select the Voic tab. 7. In the Voic tab, uncheck Voic On. Select the Telephony tab. 6 of 29

7 8. In the Telephony tab, set Wrap-up Time to 2, uncheck Call Waiting On, uncheck Answer Call Waiting on Hold (Analogue), check Cannot be Intruded and click OK. Create a phantom extension to be used for Fax on Demand 9. In the Manager window, go to the Configuration Tree and double-click User. In the right hand pane, right-click New to add a user. 10. In the User window that appears, set Name to the name of the Fax on Demand phantom extension name listed in Table 1, set Extension to the associated extension. Select the Voic tab. 7 of 29

8 11. In the Voic tab, verify Voic On is checked. If it is not, check Voic On. Click OK. 12. In the popup that appears, click Yes. Configure incoming call route for Fax on Demand phantom extension 13. In the Manager window, go to the Configuration Tree and double-click Incoming Call Route. In the right hand pane, right-click New to add an incoming call route. 8 of 29

9 14. In the Incoming Call Route window that appears, set Line group ID to a unique number, set Destination to 6574 FaxBack Phantom. Click OK. Note: Make sure no other incoming call route is configured with the same Line group ID. Assign incoming call route to inbound trunks being used 15. In the Manager window, go to the Configuration Tree and double-click Line. In the list of lines that appear, double click the line (analog or digital) whose incoming calls are to be routed to the Automated Attendant associated with the phantom1 extension. 9 of 29

10 16. In the window that appears, set Incoming Group ID to the value used for Line group ID in Step 14. A similar procedure is used on the T1/PRI lines. Click OK. 17. Repeat Steps for each line (trunk) assigned to the Incoming Call Route. Configure end-user Fax DID phantom extensions 18. In the Manager window, go to the Configuration Tree and double-click User. In the right hand pane, right-click New to add a user. 10 of 29

11 19. In the User window that appears, set Name to the name of the first end-user Fax DID extension listed in Table 1, set Extension to the associated extension. Select the Voic tab. 20. In the Voic tab, verify Voic On is checked. If it is not, check Voic On. Select the Telephony tab. 11 of 29

12 21. In the Telephony tab, set Wrap-up Time to 2, uncheck Call Waiting On, and uncheck Answer Call Waiting on Hold (Analogue). Click OK. 12 of 29

13 22. In the Incoming Call Route window that appears, set Line group ID to a unique number. Set Incoming Number to the DID number associated with the first end-user Fax DID phantom extension in Table 1. Set Destination to the first end-user Fax DID phantom extension number in Table 1. Click OK. Note 1: For the purposes of these Application Notes, all other Fax DID numbers were assigned with the same Line group ID. Note 2: The Line group ID was assigned to channels on the PRI trunk connected to Avaya IP Office. 23. Repeat Steps for each end-user Fax DID phantom extension listed in Table 1. For the purposes of these Application Notes, end-user Fax DID phantom extensions 6402, 6403 and 6412 were created. 24. In the Manager window, select File Save to push the configuration to IP Office and wait for the system to update. This completes configuration of Avaya IP Office. 4. Configure Computer Instruments eivr PC The configuration information provided in this section describes the steps required to set up Computer Instruments eivr Fax DID and Fax on Demand for this solution and assume the eivr configuration described in reference [3] has already been carried out. In particular, The Avaya TAPI Driver was installed and configured. The eivr server was configured to work with Avaya IP Office. 13 of 29

14 End-user extensions ( , , and 6517) voic accounts were created. The configuration information provided in this section describes the steps required to configure Computer Instruments eivr Fax DID and Fax on Demand to work with Avaya IP Office. For all other provisioning information, such as software installation, installation of optional components, and/or the configuration of eivr, please refer to the Computer Instruments eivr product documentation in reference [3] Configure eivr Fax DID and Fax on Demand Step Description 1. Log into the eivr PC with administrative privileges. Go to Start Programs Voice Server Voice Administrator to launch the eivr Administrator application. 2. In the e-ivr Administration window, select Voice Apps System Config ( ) on the left menu pane. 14 of 29

15 3. In the System Config window that appears, select the Fax/Dialing tab. 15 of 29

16 4. In the Fax/Dialing tab that appears, click Add NPA. 5. In the New Record popup that appears, set Add Area Code to the local area code. Click Save. 16 of 29

17 6. In the System Config window, click NPA 10 Digit. 7. In the New Record popup that appears, set Change Area Code to 10 Digit to 732. Click Save. 17 of 29

18 8. In the System Config window, click Save Fax Settings. 9. In the Update Complete popup that appears, click OK. 18 of 29

19 10. In the e-ivr Administration window, select File Exit Administrator. 11. Go to Start Programs Voice Server Service Manager to launch the eivr FireDaemon OEM Service Manager application. 12. In the Service Manager window that appears, select Service Stop All. 19 of 29

20 13. In the FireDaemon popup that appears, click OK. 14. In the Service Manager window, select Service Start All (not shown). 15. In the FireDaemon popup that appears, click OK (not shown). 16. In the Service Manager window, select File Exit (not shown). 17. Go to Start Programs Voice Server Voice Administrator to launch the eivr Administrator application. 18. In the e-ivr Administration window that appears, select Voice Apps UM Administration ( ) on the left menu pane. 20 of 29

21 19. In the Unified Messaging Configuration window that appears, select the Modems tab. 20. In the Modems tab that appears, set COM Port 4 PBX Extension to Click Save then click OK. 21 of 29

22 Add Fax DID information to end-user accounts 21. In the e-ivr Administration window that appears, select Voice Apps Extension Manager ( ) on the left menu pane. 22. In the Extension Manager window that appears, select the first end-user extension in Table 1 to be assigned a Fax DID number. Select the Mailbox tab. 22 of 29

23 23. In the Mailbox tab that appears, check Unified Messaging Subscriber, check Use Fax Mailbox and set Fax Extension (DID) to Click Save. 24. In the Update Complete popup that appears, click OK. 25. Repeat Steps for each end-user extension assigned a Fax DID number in Table 1. When finished, click Exit in the Extension Manager window. For the purposes of these Application Notes, Fax DID numbers were setup for end user extensions 6502, 6503 and Configure Fax on Demand 26. In the e-ivr Administration window, select Voice Apps Menu Manager ( ) on the left menu pane. 27. In the Menu Manager window that appears, click New (not shown). 28. In the New Application popup that appears (not shown), set Application Name to a name for the automated attendant application such as Fax Menu. Click Save. 23 of 29

24 29. In the Menu Manager, type the greeting Fax on Demand callers will receive and configure the touch-tone keypad as described in the window. Click OK. Note: Please refer to product documentation in reference [4] for information on how to store and obtain Document IDs for documents on the eivr for Fax on Demand. Associate Fax on Demand menu to phantom extension 30. In the e-ivr Administration window, select Voice Apps Extension Manager ( ) on the left menu pane. 24 of 29

25 31. In the Extension Manager window that appears, click New. 32. In the New Extension popup that appears (not shown), set Extension to 6574 and click Save. 25 of 29

26 33. In the Extension Manager window, set First Name to EIVR, set Last Name to PHANTOM 5, check Allow Call Transfer, check Execute An Application, and select Application 1003 Fax Menu. Click Save. 34. In the Update Complete popup that appears, click OK. This completes configuration of eivr. 5. Interoperability Compliance Testing Interoperability compliance testing examined the ability of Computer Instruments eivr to work with Avaya IP Office. The following eivr features were verified: Fax DID and Fax on Demand. 26 of 29

27 5.1. General Test Approach Feature functionality testing was performed manually. Inbound faxes were sent to Avaya IP Office through analog and T1/PRI trunks. Depending on the test case, either inbound calls were placed and routed to Fax DID phantom extensions or routed to the Fax on Demand Automated Attendant. For Fax DID calls, the inbound calls were transferred to the eivr Fax Modem extension. Upon receipt of an inbound fax, eivr stored the fax in the end-user s voic and enabled the end-user s message-waiting lamp to indicate new message arrival. For Fax on Demand calls, inbound calls were transferred to the eivr Fax on Demand automated attendant application which prompted the caller to select a Document ID number to be faxed as well as a destination fax number. Once the caller hung up the call, the eivr would schedule and send an outbound fax to the caller s destination number Test Results All executed test cases were completed successfully. 6. Verification Steps The following steps may be used to verify the configuration: To verify network connectivity, ping all the devices depicted in Figure 1 from the Computer Instruments eivr PC. To verify eivr is properly sending outbound faxes, place an inbound call to the IP Office Fax on Demand trunk line, navigate the automated attendant menu to request a fax, and verify the requested fax is sent to the destination fax. To verify eivr is properly receiving inbound faxes, send a fax to an end user s Fax DID number. Verify the end user s message-waiting lamp is enabled up indicating a new message has arrived. Verify the end user s voic TUI reports a new fax has been received. Verify the end user can send the fax to an outside fax machine and the correct fax is printed. 7. Support For technical support on eivr, consult Computer Instruments at or contact Computer Instruments Technical Support at: Phone: support@instruments.com 8. Conclusion These Application Notes describe the steps for configuring Computer Instruments eivr Fax DID and Fax on Demand to work with Avaya IP Office. 27 of 29

28 9. Additional References Product documentation for Avaya products may be found at [1] Avaya IP Office Manager, Issue 17o, 1 st February 2006 [2] Avaya IP Office CTI Link Installation Manual, 40DHB0002UKCC Issue 4, 05/08/2002 [3] Application Notes for Configuring Computer Instruments Enhanced Interactive Voice Response (eivr) Voic , Automated Attendant, and Speech Enabled Automated Attendant with Avaya IP Office, Issue 1.0, August 2006 Product documentation for Computer Instruments eivr is provided in the Installation CD. [4] Installing eivr on IP Office 28 of 29

29 Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by and are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice. The configurations, technical data, and recommendations provided in these Application Notes are believed to be accurate and dependable, but are presented without express or implied warranty. Users are responsible for their application of any products specified in these Application Notes. Please any questions or comments pertaining to these Application Notes along with the full title name and filename, located in the lower right corner, directly to the Avaya DeveloperConnection Program at 29 of 29