Application Notes for Advertech GLTerm 3.0 with Avaya Proactive Contact Issue 1.0

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for Advertech GLTerm 3.0 with Avaya Proactive Contact Issue 1.0 Abstract These Application Notes describe the configuration steps required for Advertech GLTerm 3.0 to successfully interoperate with Avaya Proactive Contact 3.0. GLTerm is a desktop application that provides a graphical interface for use in leveraging the features and facilities of Avaya Proactive Contact 3.0. GLTerm allows an agent to handle outbound and inbound calls using the function keys to invoke call control functions. Information in these Application Notes has been obtained through interoperability compliance testing and additional technical discussions. Testing was conducted via the DeveloperConnection Program at the Avaya Solution and Interoperability Test Lab. 1 of 27

2 1. Introduction These Application Notes describe the compliance-tested configuration utilizing Avaya Proactive Contact 3.0 (PC3) and Advertech GLTerm 3.0 (GLTerm). The GLTerm is a desktop application that provides a graphical interface for use in leveraging the features and facilities of Avaya PC3. Some of the key features on GLTerm are: A Graphical User Interface (GUI) that facilitates an agent s ability to command and control Avaya PC3. Client and browser based versions. User customizable interface that provides for job-specific assignments. GUI based administration and configuration. Seventeen Avaya PC3 related commands may be assigned to the feature buttons Supports Avaya PC3 inbound, blended and outbound modes of operation. The following diagram illustrates the GLTerm Control Bar: 1.1. Integration Overview The integration configuration consists of Avaya S8700 Media Servers, an Avaya MCC1 Media Gateway, Avaya 4600 Series IP Telephones, an Avaya Proactive Contact 3.0, a GLTerm agent workstation, and the GLTerm server. The GLTerm agent and server were located at Advertech s site during this compliance testing. 2 of 27

3 The GLTerm interfaces to Avaya PC3 via the Avaya PC3 Agent API DLL (Moagent32.dll). The Avaya PC3 Agent API defines a set of messages exchanged between the agent application such as GLTerm and the Avaya PC3 server over a TCP/IP socket connection to control the agent s work session. This allows GLTerm to perform operations such as agent log in and log out, joining a job, changing the agent state, handling calls and setting completion codes. In the tested configuration, outbound, inbound, managed and blended jobs were supported by GLTerm. 3 of 27

4 2. Equipment and Software Validated The following equipment and software were used for the test configuration provided: Equipment Software Avaya Proactive Contact 3.0 SP1 Avaya Agent API Moagent32.dll Avaya S8700 Media Servers Avaya Communication Manager (R013X ) Avaya 4600 Series IP Telephones 1.83 (4624SW) 2.20 (4621SW, 4610SW) Avaya C363T-PWR Converged Stackable Switch GLTerm Server GLTerm Server 3.0 Windows 2000 Server GLTerm Agent Workstation GLTerm Agent 3.0 GLTerm Administrator 3.0 Windows XP Professional Table 1 : Equipment/Software Validated 3. Configure Avaya Proactive Contact 3.0 There are three possible system deployments of Avaya Proactive Contact 3.0. Avaya Proactive Contact with Computer Telephony Interface (CTI) Avaya Proactive Contact with Avaya Proactive Contact Gateway PG230 Avaya Proactive Contact (with the traditional system cabinet) The compliance testing was configured with Avaya Proactive Contact with the system cabinet. These Application Notes assume that Avaya Proactive Contact 3.0 is configured and operational for outbound, inbound, blended and managed jobs. The following features should have already been configured on Avaya PC3. Intelligent Call Blending Do Not Call Feature Completion Codes Agent Owned Recall Recall/Callback Agent Playable Message Autowrap Job Linking Native Voice and Data Transfer 4 of 27

5 The sections below highlight the fields in the Avaya PC3 configuration files that are needed to configure the GLTerm Control Bar Completion Codes Configuration Files Avaya Proactive Contact 3.0 uses completion codes to identify the result of a phone call with a customer. The completion code configuration file, compcode.cfg, is located in the /opt/avaya/pds/config folder on the Avaya PC3 server. The highlighted fields are the completion codes that will be used by the agents during this compliance testing. These configuration code numbers will be used in Section and to configure the GLTerm Control Bar. 0:NOTCALLED:SYS:YES:NO:NO:NO:NO:YES:NOTCALLED:Record not yet called 1:RESERVED1:UNDEF:NO:NO:NO:NO:NO:NO:RESERVED1:Reserved for system 2:ERROR:SYS:YES:YES:NO:NO:NO:NO:ERROR:Invalid number 3:TIMEOUT:SYS:YES:YES:NO:NO:NO:NO:TIMEOUT:No dial tone 4:HANG_PORT:SYS:YES:YES:NO:NO:NO:NO:HANG_PORT:Line idle after dial 5:NOTINZONE:SYS:YES:NO:NO:NO:NO:NO:NOTINZONE:Outside calling hours 11:BUSY:SYS:YES:YES:NO:NO:NO:NO:BUSY:Busy signal 12:CONTTONE:SYS:YES:YES:NO:NO:NO:NO:CONTTONE:FAX or MODEM 13:AUTOVOICE:SYS:YES:YES:NO:NO:NO:NO:AUTOVOICE:Answering machine 14:VOICE:SYS:YES:NO:NO:NO:NO:NO:VOICE:Person on the line 15:NOANSWER:SYS:YES:YES:NO:NO:NO:NO:NOANSWER:No answer 16:RINGING:OP:YES:YES:NO:NO:NO:NO:RINGING:Ringing phone 17:CUSTHU:OP:YES:YES:NO:NO:NO:NO:CUSTHU:Cust hung up in queue 18:TRANSFER:OP:YES:NO:NO:NO:NO:NO:TRANSFER:Transfer release 19:RECALL:OP:YES:NO:NO:NO:NO:NO:RECALL:Recall release 20:CODE20:OP:YES:NO:NO:NO:NO:NO:CODE20:Code :CODE62:OP:YES:NO:NO:NO:NO:NO:CODE62:Code 62: 63:CODE63:OP:YES:NO:NO:NO:NO:NO:DO_NOT_Call:Do Not Call: 64:CODE64:OP:YES:NO:NO:NO:NO:NO:CODE64:Code 64: 3.2. Agent Owned Recall Configuration Files Agent Owned Recall allows an agent on an outbound call to set a specific recall time for a customer record. This will mark the record as an agent owned recall record. Avaya PC3 will then make the recall when the specified time occurs and pass the call to the agent that owns the recall. The completion code for the Agent Owned Recall feature is in the configuration file, compcode.cfg, located in the /opt/avaya/pds/config folder on the Avaya PC3 server. The configuration code number 98 for the AORECALL completion code will be used in Section to configure the GLTerm Control Bar. 95:UNVERIFIED:OP:NO:NO:NO:NO:NO:NO:UNVERIFIED:Sale NOT verified 96:RESERVED96:UNDEF:NO:NO:NO:NO:NO:NO:RESERVED96:Reserved for system 97:RESERVED97:UNDEF:NO:NO:NO:NO:NO:NO:RESERVED97:Reserved for system 98:AORECALL:OP:YES:YES:NO:NO:NO:NO:AORECALL:Agent Owned Recall 5 of 27

6 3.3. Recall/Callback Configuration Files Recall/Callback feature allows an agent on an outbound call to set a specific recall time for a customer record to be recalled. Avaya PC3 will then make the recall when the specified time occurs and passes the call to any available agent. The completion code for the Recall feature is in the configuration file, compcode.cfg, located in the /opt/avaya/pds/config folder on the Avaya PC3 server. The configuration code number 19 for the RECALL completion code will be used in Section to configure the GLTerm Control Bar. 13:AUTOVOICE:SYS:YES:YES:NO:NO:NO:NO:AUTOVOICE:Answering machine 14:VOICE:SYS:YES:NO:NO:NO:NO:NO:VOICE:Person on the line 15:NOANSWER:SYS:YES:YES:NO:NO:NO:NO:NOANSWER:No answer 16:RINGING:OP:YES:YES:NO:NO:NO:NO:RINGING:Ringing phone 17:CUSTHU:OP:YES:YES:NO:NO:NO:NO:CUSTHU:Cust hung up in queue 18:TRANSFER:OP:YES:NO:NO:NO:NO:NO:TRANSFER:Transfer release 19:RECALL:OP:YES:NO:NO:NO:NO:NO:RECALL:Recall release 3.4. Agent Playable Message Configuration files The Agent Playable Message feature allows an agent to play a message to a customer at the end of the call. The message file that plays back at the end of the call, voicemsg.cfg, is located in the /opt/avaya/pds/config folder on the Avaya PC3 server. The message file contains the list of messages that are available for the agent to use. In this compliance testing only message number 19 was used. Message number 19 will be used in Section to configure the GLTerm Control Bar. 1:fwait1:1001:Female:Folder1:Voice:Message1 2:fwait2:1002:Female:Folder1:Voice:Message2 3:fwait3:1003:Female:Folder1:Voice:Message3 4:fwait4:1004:Female:Folder1:Voice:Message4 5:infwait1:1005:Female:Folder2:Voice:Message5 6:infwait2:1006:Female:Folder2:Voice:Message6 7:infwait3:1007:Female:Folder2:Voice:Message7 8:infwait4:1008:Female:Folder2:Voice:Message8 9:mwait1:1009:Male:Folder1:Voice:Message9 10:mwait2:1010:Male:Folder1:Voice:Message10 11:mwait3:1011:Male:Folder1:Voice:Message11 12:mwait4:1012:Male:Folder1:Voice:Message12 13:inmwait1:1013:Male:Folder2:Voice:Message13 14:inmwait2:1014:Male:Folder2:Voice:Message14 15:inmwait3:1015:Male:Folder2:Voice:Message15 16:inmwait4:1016:Male:Folder2:Voice:Message16 17:fvirt1:1017:Female:Folder3:Voice:Message17 18:mvirt1:1018:Female:Folder3:Voice:Message18 19:pf_msg1:1019::Folder4:Music:Message19 20:pf_msg2:1020::Folder4:Music:Message20 21:pf_msg3:1021:Female:Folder4:Voice:Message21 22:pf_msg4:1022:Female:Folder4:Voice:Message22 23:pf_msg5:1023:Female:Folder4:Voice:Message23 24:pf_msg6:1024:Female:Folder4:Voice:Message24 6 of 27

7 The completion code for the Agent Playable Message feature is in the configuration file, compcode.cfg, located in the /opt/avaya/pds/config folder on the Avaya PC3 server. The completion code number of 20 will be used in Section to configure the GLTerm Control Bar. 14:VOICE:SYS:YES:NO:NO:NO:NO:NO:VOICE:Person on the line 15:NOANSWER:SYS:YES:YES:NO:NO:NO:NO:NOANSWER:No answer 16:RINGING:OP:YES:YES:NO:NO:NO:NO:RINGING:Ringing phone 17:CUSTHU:OP:YES:YES:NO:NO:NO:NO:CUSTHU:Cust hung up in queue 18:TRANSFER:OP:YES:NO:NO:NO:NO:NO:TRANSFER:Transfer release 19:RECALL:OP:YES:NO:NO:NO:NO:NO:RECALL:Recall release 20:CODE20:OP:YES:NO:NO:NO:NO:NO:CODE20:Code 20 21:CODE21:OP:YES:NO:NO:NO:NO:NO:CODE21:Code Auto Release/Wrap Configuration Files The Autowrap feature automatically puts an agent into update mode when a customer hangs up. When the hang-up is detected, an AutoRelease message is sent to the agent. This is configured in the job configuration files (i.e., outbnd.job), located in the /opt/avaya/pds/job folder on the Avaya PC3 server. The AUTORELEASE field is set to YES. CONNTOLE:1: QUOTAVAL:: QUOTA_EXTFILE:: QUOTA_SAVE:NO: AUTOEND:NO: AUTORELEASE:YES: DISPLAY:YES: SINGLEEDIT:NO: JOBEND:YES: 3.6. Calling List Fields Configuration Files The calling list contains the customer records. The calling list fields are configured in the list configuration files (i.e. list2.fdict), located in the /opt/avaya/pds/lists folder on the Avaya PC3 server. Any of the call record fields can be used for the call record window; the highlighted fields are the ones that were used during this compliance testing. The calling list fields will be used in Section 4.3 to configure the GLTerm call record window. RECLEN:1898 ACCTNUM:18:C:XFER-Account Number: FNAME:15:C:XFER-Borrowers Name: LNAME:15:C:XFER-Borrowers Name: ADDR1:30:C:XFER-Borrowers Address: CITY:18:C:XFER-Borrowers City: STATE:2:C:XFER-Borrowers State: ZIP1:9:C:XFER-Borrowers Zipcode: NAME2:30:C:XFER-Co-Borrowers Name: ADDR2:30:C:XFER-Co-Borrowers Address: PHONE1:12:C:XFER-Borrowers Home Phone: AREA1:3:C:XFER-Home Area Code: PHONE2VAL:2:C:XFER-Phone Validation Code: PHONE2:12:C:XFER-Borrowers Work Phone: 7 of 27

8 4. Configure Advertech GLTerm The following steps describe the configuration of Advertech GLTerm. Configure the Moagent32.ini file Configure GLTerm using the GLTerm Administrator application. o Configure the GLTerm Control Bar o Configure the GLTerm Data Fields The GLTerm desktop and Administrator applications should already be installed on the agent machine. In addition, the administrative workstation must be in communication with Avaya PC Configure Moagent32.ini File The Moagent.ini file is used to configure the PC3 interface. The following parameters are used to establish a connection with Avaya PC3 and to pre-define the log files. Logon parameters Configure setting parameters On the agent machine, edit the Moagent32.ini located in C:\Windows. Configure the following parameters in the logon section. servername set to the IP address of the Avaya PC3 server. servicename set to agent. portnumber set to headset set to 5. 8 of 27

9 Configure the following parameters in the ConfigSettings section. LogFileName set to the location where the log file should be created. ErrFileName set to the location where the error file should be created. The remaining parameters can retain their default values. Save the file. 9 of 27

10 4.2. Configure the GLTerm Control Bar The GLTerm Administer application will be used to configure the following features on the Control Bar. The feature buttons are used by the GLTerm agents to issue commands to Avaya PC3. Completion Codes Agent Tasks o Logoff o Agent Stats o Blind Transfer o Go On Break o Return From Break o Hang Up o Un Hold Call o Dial Managed Call o Manual Call o Ready Next o Send Message o Supervisor Transfer o Transfer (Voice only) o Release Line Agent Tasks that need specific Completion Codes o Play Message o Call Back o Agent Owned Call Back o Do Not Call From the GLTerm agent machine, launch the GLTerm Administrator application by using STARLink_Admin.exe. Click Run in the Open File Security Warning window. (Note: this is the result of an optional capability within Microsoft environment. This may be eliminated via the Windows XP Control Panel.) 10 of 27

11 The STARLink Administrator screen is displayed. Select the Campaigns tab. For the Current PDS Campaigns field, use the drop down list to select a campaign on Avaya PC3. In this example, outbnd was selected. For the PDS Calling List field, use the drop down list to select the calling list on Avaya PC3 that is associated with the selected campaign. In this example, list2 was selected. 11 of 27

12 Configure Completion Codes Select the Configure Bar tab, and click on an unused feature button. In this example, feature button 4 is selected. Configure the following fields: Button Caption enter a descriptive name for the feature button. Theme select a color for the feature button from the drop down list. Task select PostDisp from the drop down list. Completion Codes select a completion code from the list. These correspond to the configuration code numbers administered on Avaya PC3 in Section 3.1. Click Set Task. Click OK on the STARLink Administrator pop-up window. 12 of 27

13 Configure Agent Tasks In the Configure Bar tab, and click on an unused feature button. In this example, feature button 9 is selected. Configure the following: Button Caption enter a descriptive name for the feature button. Theme select a color for the feature button from the drop down list. Task select an agent feature from the drop down list. The following Avaya PC3 features are supported: o Logoff - set Task to LogOff. o Agent Statistics set Task to AgentStat. o Native Voice and Data Blind Transfer set Task to BlindTransfer. o Native Voice and Data Supervised Transfer set Task to SupvTransfer. o Go On Break set Task to GoOnBreak. o Go Off Break set Task to ReturnFromBreak. o Hang Up set Task to HangUp. o Hold Call set Task to HoldCall. o Un Hold Call set Task to UnHoldCall. o Place Managed Call set Task to ManagedCall. o Manual Call set Task to ManualCall. o Ready Next set Task to ReadyNext. o Send Message to Supervisor set Task to SendMessage. o Transfer (Voice only) set Task to Transfer. o Release Line set Task to Release Line. Click Set Task. 13 of 27

14 Click OK on the STARLink Administrator pop-up window Agent Tasks That Need Specific Completion Codes Configure Play Message Task The Play Message dialog will play the message for the customer and then terminate the call using the defined completion code. In this example, the message code number is set to 19 and the completion code number is set to 20. This corresponds to the message number and configuration code number from Section 3.4. In the Configure Bar tab, click on an unused feature button. In this example, feature button 21 is selected. Configure the following: Button Caption enter a descriptive name for the feature button. Theme select a color for the feature button from the drop down list. Task select PlayMessage. Msg Code enter 19. Completion Codes select 20-Message Played from the drop down list. Click Set Task. 14 of 27

15 Click OK on the STARLink Administrator pop-up window Configure Call Back In the Configure Bar tab, click on an unused feature button. In this example, feature button 5 is selected. Configure the following: Button Caption enter a descriptive name for the feature button. Theme select a color for the feature button from the drop down list. Task select PostCallBack. Completion Codes select 19-Recall release from the drop down list. This corresponds to the configuration code number administered on Avaya PC3 in Section 3.3. Click Set Task. 15 of 27

16 Click OK on the STARLink Administrator pop-up window Configure Agent Owned Recall In the Configure Bar tab, click on an unused feature button. In this example, feature button 14 is selected. Configure the following: Button Caption enter a descriptive name for the feature button. Theme select a color for the feature button from the drop down list. Task select PostCallBack. Completion Codes select 98-Agent owned recall from the drop down list. This corresponds to the configuration code number administered on Avaya PC3 in Section 3.2. Click Set Task. 16 of 27

17 Click OK on the STARLink Administrator pop-up window Configure Do Not Call In the Configure Bar tab, click on an unused feature button. In this example, feature button 20 is selected. Configure the following: Button Caption enter a descriptive name for the feature button. Theme select a color for the feature button from the drop down list. Task select DNC. Completion Codes select 63- Do Not Call from the drop down list. This corresponds to the configuration code number administered on Avaya PC3 in Section 3.1. Click Set Task. 17 of 27

18 Click OK on the STARLink Administrator pop-up window. Click Save Bar. Then click OK. 18 of 27

19 4.3. Configure the GLTerm Data Fields The data fields obtained from Avaya PC3 can be used by GLTerm s scripting tool to create a window with the call record information. Select the Campaigns tab. The list of data fields in the All Campaign Data Fields are the field names in the calling list as shown in Section 3.6. Select the data field from the All Campaign Data fields column that will be used for the call record window. Click << to move the selected data field to the Registered Campaign Data Fields column. Select ACCTNUM from the Key Field drop down list. The data fields in the Registered Campaign Data Fields column can now be used by the administrator to create a script for the call record window. The scripts can be created by clicking the Edit Script button and using the STARLink Scripting tool. The creation of the scripts is beyond the scope of this document. Click Apply. Then click Close to close the STARLink Administrator window. 19 of 27

20 5. Interoperability Compliance Testing The interoperability compliance testing covered feature functionality and serviceability testing. Feature functionality focused on verifying the proper operation of GLTerm when integrated with Avaya Proactive Contact 3.0 using the Avaya Agent API. Serviceability testing verified that the GLTerm agent and server recovered from adverse conditions, such as rebooting, power failure and network disconnect General Test Approach All feature functionality test cases were performed manually to verify proper operation. The general test approach was to test the features on GLTerm that are supported with Avaya Proactive Contact 3.0. The following features on GLTerm were tested. o Login o Logout o Agent Stats o Go On Break o Go Off Break o Native Voice and Data Transfer (Blind and Supervised) o Transfer Voice only o Hang Up o Hold Call o UnHold Call o Dial Managed Call o Manual Call o Release Call o Call Back o Agent Owned Recall o Play Message o Send Completion Codes o Ready Next o Send Message to Supervisor The following events from Avaya PC3 to the GLTerm were tested. o AutoRelease Line o JobEnd o JobTransLink o JobTransRequest o Receive Message The following agent types were tested. o Outbound agent o Managed agent o Inbound agent Intelligent Call Blending Feature o Blended agent Intelligent Call Blending Feature 20 of 27

21 5.2. Test Results All feature and performance tests passed. The Advertech GLTerm 3.0 successfully interfaced with Avaya Proactive Contact 3.0 for outbound and inbound calls. For serviceability testing, the GLTerm agent was able to resume handling of inbound and outbound calls after restoration of connectivity to the Avaya PC3 server, from network disconnect/re-connect, and GLTerm server resets. 6. Verification Steps 6.1. Verify Avaya PC3 On Avaya PC3, use the netstat a command to verify the connection between Avaya PC3 and the GLTerm agent. The results of the netstat a should show an ESTABLISHED agent connection. 21 of 27

22 6.2. Verify GLTerm The following steps can ensure that GLTerm can log in to Avaya Proactive Contact 3.0 to receive outbound calls. Avaya PC3 should have outbound jobs running. On the agent machine, navigate to C: \WINDOWS\system32 and double click on the Moagent32.dll file. Select the Version tab. Verify the File Version displays From the GLTerm agent machine, launch the GLTerm Agent application by using STARLink.exe. Enter the agent login information on the Enter Logon Info window. Click OK. 22 of 27

23 Select O for the agent type ( O is for outbound) on the Set Working C window. Click OK. This window will list all the Avaya PC3 jobs that are running. Select outbnd for the job. Click OK. 23 of 27

24 Verify the GLTerm desktop Control Bar and call record window is displayed on the agent s machine. 24 of 27

25 Verify the GLTerm desktop Control Bar displays ON CALL when an outbound call is delivered to the agent and the call record is displayed on the call record window. 25 of 27

26 7. Support For technical support of the Advertech GLTerm solution, contact Advertech: Sales: Support Phone: Support: Web: 8. Conclusion These Application Notes describe the required configuration steps for Advertech GLTerm 3.0 to successfully interoperate with the Agent API of Avaya Proactive Contact 3.0. Functionality and serviceability were successfully validated. The configuration described in these Application Notes has been successfully compliance tested. 9. Additional References The following documents may be found at Avaya Proactive Contact 3.0 Agent API Reference, October 2005, Doc ID: Administrator s Guide for Avaya Communication Manager, Release 3.1.2, Issue 2.1, May 2006; Doc ID: Avaya Proactive Contact 3.0 Administration (UNIX-based), October 2005; Doc ID: The following application note may be found at Sample Avaya Proactive Contact 3.0 (PC3) with CTI Installation and Configuration, Issue 1.0, Avaya Solution and Interoperability Test Lab Advertech product documentation is available on request. GLTerm User Guide, Version 3.0 GLTerm Screen Developer Guide, Version of 27

27 Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by and are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice. The configurations, technical data, and recommendations provided in these Application Notes are believed to be accurate and dependable, but are presented without express or implied warranty. Users are responsible for their application of any products specified in these Application Notes. Please any questions or comments pertaining to these Application Notes along with the full title name and filename, located in the lower right corner, directly to the Avaya DeveloperConnection Program at 27 of 27