Smart Agent Configuration Guide Release 2.1 (Service Pack)

Transcription

1 Release 2.1 (Service Pack) Issue 2.1 April 2006

2 Copyright 2006, Avaya Inc. All Rights Reserved Notice Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language as well as information regarding support for this product, while under warranty, is available through the following Web site: Trademarks DEFINITY is a registered trademark of Avaya, Inc. MultiVantage is a trademark of Avaya, Inc. Windows, Windows 2000, and Windows NT are trademarks or registered trademarks of Microsoft Corporation. Preventing Toll Fraud Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, in the United States and Canada, call the Technical Service Center's Toll Fraud Intervention Hotline at Disclaimer Avaya is not responsible for any modifications, additions or deletions to the original published version of this documentation unless such modifications, additions or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. How to Get Help For additional support telephone numbers, go to the Avaya support Web site: If you are: Within the United States, click the Escalation Management link. Then click the appropriate link for the type of support you need. Outside the United States, click the Escalation Management link. Then click the International Services link that includes telephone numbers for the international Centers of Excellence. Providing Telecommunications Security Telecommunications security (of voice, data, and/or video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party. Your company's telecommunications equipment includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, networked equipment ). An outside party is anyone who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf. Whereas, a malicious party is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent. Such intrusions may be either to/through synchronous (timemultiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of: Utilization (of capabilities special to the accessed equipment) Theft (such as, of intellectual property, financial assets, or toll facility access) Eavesdropping (privacy invasions to humans) Mischief (troubling, but apparently innocuous, tampering) Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent) Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including but not limited to, human/data privacy, intellectual property, material assets, financial resources, labor costs, and/or legal costs). Responsibility for Your Company s Telecommunications Security The final responsibility for securing both this system and its networked equipment rests with you - Avaya s customer system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to: Installation documents System administration documents Security documents Hardware-/software-based security tools Shared information between you and your peers Telecommunications security experts To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure: Your Avaya-provided telecommunications systems and their interfaces Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces Any other equipment networked to your Avaya products TCP/IP Facilities Customers may experience differences in product performance, reliability and security depending upon network configurations/design and topologies, even when the product performs as warranted. Standards Compliance Avaya Inc. is not responsible for any radio or television interference caused by unauthorized modifications of this equipment or the substitution or attachment of connecting cables and equipment other than those specified by Avaya Inc. The correction of interference caused by such unauthorized modifications, substitution or attachment will be the responsibility of the user. Pursuant to Part 15 of the Federal Communications Commission (FCC) Rules, the user is cautioned that changes or modifications not expressly approved by Avaya Inc. could void the user s authority to operate this equipment. To order copies of this and other documents: Call: Avaya Publications Center Voice or FAX or Write: Globalware Solutions 200 Ward Hill Avenue Haverhill, MA USA Attention: Avaya Account Management totalware@gwsmail.com For the most current versions of documentation, go to the Avaya support Web site:

3 Contents Audience v Organization v Related Documentation vi CHAPTER 1 Smart Agent Overview 1 Smart Agent Features 2 Smart Agent Operation and Deployment 3 Helping Users with Deployment and Use 4 User Connection Notes 5 CHAPTER 2 Configuring the Application Gateway for Smart Agent Operation 7 Changing the Smart Agent Port 7 Configuring the Call Server Connection 8 Configuring the LDAP Connection 9 Adding Local Smart Agent Users to the Application Gateway 13 Adding Click-to-Call Links to Web Applications 14 Testing the Smart Agent Deployment 15 Phone Number Patterns Recognized by the Application Gateway 16 I NDEX 17 iii

4 Contents iv

5 Preface This preface describes who should read the Smart Agent Configuration Guide, how it is organized, and its document conventions. Audience This user guide is intended for system administrators responsible for configuring Smart Agent and connected devices. This document assumes that the Application Gateway has been installed according to the Application Gateway Quick Start Guide and that the Application Gateway administrator has experience configuring networks. Organization This guide is organized as follows: Chapter Title Description Chapter 1 Smart Agent Overview Provides general information about Smart Agent operation, features, and deployment. Chapter 2 Configuring Smart Agent for Click to Call Operation Describes how to configure the Application Gateway for Smart Agent and test the configuration. Contains a list of the number formats recognized as telephone numbers by Smart Agent. v

6 Chapter 1 Related Documentation Related Documentation For additional information about the Application Gateway, refer to the following guides: Application Gateway Quick Start Guide Application Gateway Hardware Installation Guide Application Gateway Administration Guide Application Gateway Release Notes You can download all Application Gateway and Smart Agent documentation from the Application Gateway Administration Tool (Administration > Downloads). Smart Agent, which runs on personal computers, includes online Help. vi

7 Chapter 1 Smart Agent Overview Avaya Smart Agent enables a Windows PC user who is connected to an Application Gateway to dial a number by clicking it in the following applications: Internet Explorer 6.0 and higher To initiate a call, Smart Agent users click phone numbers that appear on Web pages. Web page controls, such as buttons and link text, can also be customized to dial a number when clicked. Outlook 2000/2003/XP, Outlook Express 6.0, Eudora 6.2 To initiate a call, Smart Agent users click phone numbers that appear in messages received after the user installed Smart Agent. The following topics describe Smart Agent features and operation: Smart Agent Features, page 2 Smart Agent Operation and Deployment, page 3 Helping Users with Deployment and Use, page 4 1

8 Chapter 1 Smart Agent Features Smart Agent Features Smart Agent is easy to install, configure, and use. A summary of administrative and user features follows. Smart Agent administrative features Works seamlessly with your call server configuration. Provides Smart Agent support to IP phones that are registered and have a session with the Application Gateway. Provides user authentication against a configured LDAP source. Users can also be created locally to supplement the LDAP source. Is configured through the same Administration Tool as the Application Gateway. Enables you to specify the prefix to be dialed for outside calls, as well as the show/hide Caller ID prefixes for your area. Automatic Smart Agent installation and update on client computers keep support at a minimum. Smart Agent user features Automatically installs when a user visits a Web URL provided by the administrator. Automatically updates when it connects to the Application Gateway and a new version is available. Communicates securely with the Application Gateway over SSL. Works with IPSec and SSL VPN clients, including the Citrix Access Gateway. Launches when a user double-clicks the Smart Agent desktop icon or clicks a phone number link in a supported application. Provides a log of the calls initiated through Smart Agent. Supports HTML and plain text messages for Outlook 2003/XP and Outlook (Note: Phone numbers must not have embedded tags. Links in sent from Word or online mail services such as gmail might not work.) Enables a user to override the Caller ID show/hide option set by the administrator. 2

9 Chapter 1 Smart Agent Operation and Deployment Includes online Help, with information on starting, using, and troubleshooting Smart Agent. Smart Agent Operation and Deployment Smart Agent uses the Application Gateway Voice Office settings to send requests and information to IP phones through the Application Gateway and its connection to a call server. Smart Agent requires that you specify just a few settings in addition to your Voice Office configuration. Smart Agent operates as follows: 1. When a Smart Agent user clicks a number that is recognized by the Application Gateway as a phone number, the Application Gateway sends a message to the user s phone extension that includes the phone number to be dialed. 2. The user s phone will display information about the call request with soft keys for continuing or canceling the call. 3. When the user confirms the call, the phone passes the call request to the Avaya Communication Manager. The Application Gateway is deployed as shown in the following illustration. To deploy Smart Agent, follow these general steps. 1. Verify that your Windows 2003 Server is using Service Pack 1. Phone numbers cannot be turned into links if you are using earlier versions of Windows 2003 Server. Refer to the Pre-Installation Checklist for more information on supported Windows releases. 3

10 Chapter 1 Helping Users with Deployment and Use 2. Install and configure the Application Gateway and the Phone Applications Suite as described in the Phone Application Gateway Quick Start Guide and the Phone Applications Suite Configuration Guide. 3. Specify dialing prefixes, as described in Configuring the Call Server Connection, page Configure the LDAP connection and, optionally, add local users, as described in Configuring the LDAP Connection, page Provide your users with the Application Gateway URL for the Smart Agent portal, as described in Helping Users with Deployment and Use, page 4. Helping Users with Deployment and Use Note Before deploying Smart Agent to users, we recommend that you review the online Help provided with the agent to familiarize yourself with the options available to users. When you inform users of the Smart Agent portal URL, you might also wish to guide the users on the option settings that are best for your environment. This guide does not repeat the information contained in the Smart Agent Help. Smart Agent Help is available from the log-in dialog box Help menu and also from the Properties dialog box that you access by right-clicking the Smart Agent icon in the system tray. After you have configured Smart Agent as described in this guide, deployment to users is simple: Let your Windows PC users know the URL from which they can install Smart Agent. The Administration > Downloads page of the Application Gateway Administration Tool contains a sample that you can customize for your site. When users navigate to the Application Gateway URL, the Smart Agent portal page appears and the agent begins to load. Any time that Smart Agent attempts to connect to an Application Gateway which does not have a signed digital certificate installed, the user will see a Security Alert window. 4

11 Chapter 1 Helping Users with Deployment and Use User Connection Notes You can prevent the Security Alerts from displaying by installing a signed digital certificate on the Application Gateway, as described in the Application Gateway Administration Guide. When Smart Agent tries to connect to the Application Gateway, the user is prompted for a user name and password. The user name entered will be automatically filled in for subsequent connections. Smart Agent runs under Windows 2000/XP/2003. Under Windows 2000, the installation requires that the user has permission to install programs on the computer. For example, the user must be a member of a non-restricted group such as Power Users or Administrators. (The Users Group restricts a user from installing programs.) This limitation applies to Windows XP for first-time installation only, not for upgrades. Users should close supported applications before installing or upgrading Smart Agent. Numbers will not be clickable in those applications until they have been restarted after the installation. The Smart Agent interface on a user s computer provides the following information which can help you troubleshoot connection problems: Syslog Viewer Right-click the Smart Agent icon in the system tray and choose Connection Log to view system messages. 5

12 Chapter 1 Helping Users with Deployment and Use Connection Properties dialog box Right-click the Smart Agent icon in the system tray and choose Properties to view information such as the Smart Agent connection state and the Application Gateway IP address. 6

13 Chapter 2 Configuring the Application Gateway for Smart Agent Operation The information in this chapter assumes the following: The basic configuration described in the Application Gateway Quick Start Guide is completed. The Smart Agent license has been uploaded to the Application Gateway. The following topics describe how to configure Smart Agent and how to test the deployment: Changing the Smart Agent Port, page 7 Configuring the Call Server Connection, page 8 Configuring the LDAP Connection, page 9 Adding Local Smart Agent Users to the Application Gateway, page 13 Adding Click-to-Call Links to Web Applications, page 14 Testing the Smart Agent Deployment, page 15 Phone Number Patterns Recognized by the Application Gateway, page 16 Changing the Smart Agent Port The Smart Agent client communicates with the Application Gateway over port 443 by default. To change the port used, go to the Operation > General page and change the Smart Agent field in the Ports area. 7

14 Chapter 3 Configuring the Call Server Connection Configuring the Call Server Connection Smart Agent uses the call server connection already configured on the Application Gateway Administration Tool Operation > Voice Office > IP Phone page. To configure the Application Gateway to connect to a call server: 1 Open the Application Gateway Administration Tool by entering the following URL in a web browser: 2 Click the Operation tab and log in when prompted. 3 Go to the Smart Agent > Call Server page. 4 The Call Server Type is set to Use Voice Office Settings, which will use the call server configured on the Operation > Voice Office > IP Phone page. 5 Enter the dialing prefixes. The Outside Line Prefix is any number required to access an outside line. The Application Gateway adds this prefix to any number that a user clicks to call. The Caller ID Prefixes are the codes required in your locale to show or hide the display of caller ID information. A Smart Agent user can choose to hide caller ID information. 6 Click Submit. 8

15 Chapter 3 Configuring the LDAP Connection Configuring the LDAP Connection During Smart Agent installation, a user is prompted to enter a user name and password. Smart Agent authenticates the credentials against LDAP. The user name is also used to obtain the associated telephone number for the user. When a user clicks a number to call it, the Application Gateway sends a message to the user s phone. The Application Gateway stores the user name entered during installation in a registry file and automatically fills it in each time the user starts Smart Agent. The Application Gateway connects to an LDAP server as shown. The Application Gateway supports LDAP version 3. Supported LDAP directories include Microsoft Active Directory, OpenLDAP, SunONE/iPlanet LDAP, and Novell edirectory. Note If you also use the Phone Applications Suite, the LDAP directories that you set up on the Operation > Voice Office > Directory page do not relate to Smart Agent operation. If Smart Agent will use a directory that you configured on the Directory page, you will need to configure that directory on the Call Server page as described in the following steps. To specify LDAP connection and attributes: 1 Open the Application Gateway Administration Tool: From a web browser, enter the URL 2 Go to the Operation > Smart Agent > Users page. 9

16 Chapter 3 Configuring the LDAP Connection 10

17 Chapter 3 Configuring the LDAP Connection 3 Complete the LDAP Server Connection fields as follows: Field Server and Server Port Description The IP address or host name and port for your LDAP server. The LDAP Server Port for some LDAP directories is typically 389. If you are using an indexed database, such as Microsoft Active Directory with a Global Catalog, changing the LDAP Server Port to 3268 will significantly speed the LDAP queries. Note If your directory is not indexed, we recommend that you use an administrative connection, rather than an anonymous connection, from the Application Gateway to the database. Download performance improves when you use an administrative connection. Bind DN and Password Base DN The Administrator Bind DN and password for queries to your LDAP directory. The Application Gateway binds to the LDAP server using the administrator credentials and then searches for the user. After locating the user, the Application Gateway unbinds the administrator credentials and rebinds with the user credentials. Example syntax for Bind DN: "ou=administrator,dc=ace,dc=com" "user@domain.name" (Active Directory User Principal Name, UPN) "cn=administrator,cn=users,dc=ace,dc=com" (Active Directory) For Active Directory, if you do not use the UPN for the Bind DN, the group name (specified as "cn=groupname") is required. For other LDAP directories, the group name either is not required or, if required, is specified as "ou=groupname". Note that most directories do not return useful information on anonymous binds. The Base DN to be used as a starting point for directory searches. Base DN is usually derived from the Bind DN by removing the user name and specifying the group where users are located. Example syntax for Base DN: "ou=users,dc=ace,dc=com" "cn=users,dc=ace,dc=com" (Active Directory) 11

18 Chapter 3 Configuring the LDAP Connection Field Authentication Description The authentication method to use between the Application Gateway and the LDAP server. The Application Gateway currently supports Simple authentication. 4 Complete the LDAP Attributes fields as follows: Field User ID Telephone Number Description The LDAP attribute for the user log in name. The telephone number to be used for Smart Agent operation. Defaults to "telephonenumber". 5 Click Submit. The Application Gateway automatically synchronizes with the LDAP server. 12

19 Chapter 3 Adding Local Smart Agent Users to the Application Gateway Adding Local Smart Agent Users to the Application Gateway You can supplement the LDAP users with users that are defined locally on the Application Gateway. Defining a local user requires only that you enter a user name, password, and associated telephone number. When a user starts Smart Agent, the Application Gateway checks first against the local user list. If the user does not appear in the local user list, the Application Gateway then checks the user against the user list obtained from LDAP. To add a local user: 1 In the Application Gateway Administration Tool, go to the Operation > Smart Agent > Users page. 2 Enter a user name/password and click Add. The user name will appear in the Local Users list. 3 When you are finished adding users, click Submit. Note To edit user information, you must remove and re-add the user. 13

20 Chapter 3 Adding Click-to-Call Links to Web Applications Adding Click-to-Call Links to Web Applications When Smart Agent recognizes a number as a phone number, it converts the text to a link. The link includes a URL in the form of c2c://phonenumber. Web developers can add c2c URLs to custom Web applications, enabling a user to dial a number by clicking a Web page element such as a button, image, link text, or asp.net control. To add a c2c URL to a Web application, you include with the Web control an onclick () event that requests a c2c URL. For example, your application could contain a button labelled Call Center which is to dial your call center number when clicked. The HTML code for the button is as follows: <input type="button" value="call Center" onclick="javascript.window.location='c2c:// '"> The HTML code for an image that dials a number when clicked is as follows: <img onclick="javascript.window.location='c2c:// '" src="phonelogo.gif"> 14

21 Chapter 3 Testing the Smart Agent Deployment Testing the Smart Agent Deployment To test your Smart Agent deployment: 1 Use Internet Explorer to access the URL of the Application Gateway. For example: If the Application Gateway does not have a signed certificate installed, a Security Alert dialog box appears. Click Yes to continue. 2 Log in when prompted. 3 Use Internet Explorer to open a Web page that contains a phone number. A phone number that can be clicked to initiate a call will have the same appearance as a link. The Application Gateway uses pattern matching to identify a number as a phone number. Phone Number Patterns Recognized by the Application Gateway, page 16 contains a list of patterns that the Application Gateway recognizes as phone numbers. 4 Click the phone number. 5 Complete the call on your phone. If the number that you clicked is dialed, you have successfully deployed Smart Agent. 15

22 Chapter 3 Phone Number Patterns Recognized by the Application Gateway Phone Number Patterns Recognized by the Application Gateway 16

23 Index A Active Directory, Bind DN example syntax 11 applications supported 1 B Base DN example syntax 11 Bind DN example syntax 11 C Caller ID prefixes 8 call server connection 8 certificate installed on Application Gateway 4 Connection Properties dialog box 5 I Internet Explorer versions supported 1 L LDAP Administrator Bind DN 11 Base DN 11 connection for Smart Agent vs. Directory 9 server port guidelines 11 version support 9 N network deployment diagram 4 numbers recognized as phone numbers 16 D dialing prefixes 8 E s sent from Word or gmail 2 Eudora versions supported 1 O Operation > Smart Agent > Call Server page 8 Operation > Smart Agent > Users page 9, 13 Outlook versions supported 1 outside line prefix 8 G gmail, s sent from 2 P phone number patterns 16 phone numbers, embedded tags 2 17

24 Index S Smart Agent 1 deployment testing 15 for users 4 Online Help 4 security alert 4 user installation requirements 5 Syslog Viewer 5 T telephone number LDAP attribute 12 U user name LDAP attribute 12 W Word, s sent from 2 18