Application Notes for Configuring the Approved Contact Call Listener Service with Avaya Engagement Development Platform - Issue 1.

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for Configuring the Approved Contact Call Listener Service with Avaya Engagement Development Platform - Issue 1.0 Abstract These Application Notes describe the configuration steps required to integrate the Approved Contact Call Listener Service with Engagement Development Platform (EDP, formerly known as Avaya Aura Collaboration Environment). Readers should pay attention to Section 2, in particular the scope of testing as outlined in Section 2.1 as well as the observations noted in Section 2.2, to ensure that their own use cases are adequately covered by this scope and results. Information in these Application Notes has been obtained through DevConnect compliance testing and additional technical discussions. Testing was conducted via the DevConnect Program at the Avaya Solution and Interoperability Test Lab. 1 of 31

2 1. Introduction These Application Notes describe the configuration steps required to integrate the Approved Contact Call Listener Service with Engagement Development Platform (EDP, formerly known as Avaya Aura Collaboration Environment). Since the name change has not yet been fully implemented in product documentation and the product interfaces, the terms Engagement Development platform and Collaboration Environment will be used interchangeably throughout these Application Notes. For an inbound PSTN call, Approved Contact determines the status of the called party as well as the relationship with the caller, and then classifies the call into one of eight possible categories: Caller Unknown Caller Banned DND On Meeting Scheduled Outside of Work Hours Company Contact Contact Caller Approved For each category above, the called party/approved Contact user can configure a phone action, indicating how to process calls within that category. Those possible phone actions are: Ring Phone Terminate Call Voice Mail Busy Message Voice Mail Unavailable Message Send back to Main Menu Transfer to another Ext. Transfer to external # Calls are also logged by Approved Contact, showing the call time, duration, and contact names. 2. General Test Approach and Test Results The interoperability compliance testing included both feature and serviceability testing. The feature testing focused on placing calls inbound PSTN calls to Approved Contact users, verifying Approved Contact properly determined that status of the called party as well as the relationship with the caller, and then performed the proper action to each call. The serviceability testing focused on verifying the ability of the Approved Contact Call Listener Service to handle installation and uninstallation of the service, service attribute changes, and various outages such as network disconnects and server restarts. 2 of 31

3 DevConnect Compliance Testing is conducted jointly by Avaya and DevConnect members. The jointly-defined test plan focuses on exercising APIs and/or standards-based interfaces pertinent to the interoperability of the tested products and their functionalities. DevConnect Compliance Testing is not intended to substitute full product performance or feature testing performed by DevConnect members, nor is it to be construed as an endorsement by Avaya of the suitability or completeness of a DevConnect member s solution Interoperability Compliance Testing Approved Contact categorizes each inbound PSTN call into one of the following eight categories: Caller Unknown Caller Banned DND On Meeting Scheduled Outside of Work Hours Company Contact Contact Caller Approved For each category, the Approved Contact user defines one of the following seven actions to apply to the calls within that category: Ring Phone Terminate Call Voice Mail Busy Message Voice Mail Unavailable Message Send back to Main Menu Transfer to another Ext. Transfer to external # The feature testing focused on placing calls inbound PSTN calls to Approved Contact users, verifying Approved Contact properly categorized each call, and that the appropriate action was taken for each call. Analog, digital, H.323, and SIP endpoints were all tested as the Approved Contact user s endpoint (i.e. the called party). The serviceability testing focused on verifying the ability of the Approved Contact Call Listener Service to handle installation and uninstallation of the service, service attribute changes, and various outages such as network disconnects and server restarts Test Results The Approved Contact Call Listener Service successfully passed compliance testing with the following observation: 3 of 31

4 The solution was tested using Avaya Aura Messaging as the voic system for Approved Contact users. Approved Contact allows a choice of two voic phone actions, Voice Mail Busy Message and Voice Mail Unavailable Message ; however, both actions resulted in the caller being connected with the called party s unavailable message Support For Approved Contact support, Approved Contact can be reached using the following methods: Phone: Web: Support@ApprovedContact.com 3. Reference Configuration Figure 1 illustrates the test configuration used to verify the Approved Contact Call Listener Service with Avaya Engagement Development Platform. The configuration consists of an Avaya Aura Communication Manager Server with an Avaya G450 Media Gateway providing connectivity to the PSTN via an ISDN-PRI trunk, Avaya Aura Session Manager, Avaya Aura System Manager, and an Avaya Engagement Development Platform (EDP) server. Avaya Aura Messaging was used as the voic system. The EDP server communicated with the Approved Contact server over the internet. Figure 1: Approved Contact Call Listener Service 4 of 31

5 For any Call Intercept Service such as the Approved Contact Call Listener Service, the following cardinal rules must be closely adhered to. Following these rules will ensure that an application will work in the same fashion for both SIP and non-sip endpoints. 1. Only inbound and outbound calls between the enterprise and the PSTN are supported. a. If the environment uses ISDN trunks to Communication Manager, special provisioning will be required to force all trunk calls out to Session Manager so that Engagement Development Platform applications can be invoked (refer to Appendix A for an example of the routing used during compliance testing). 2. Always use Implicit Sequencing for Engagement Development Platform, even for SIP endpoints. 3. If there are multiple instances of Communication Manager in the environment, additional logic may be needed to prevent the application from being invoked on an inter-enterprise (endpoint to endpoint) call. 4. Equipment and Software Validated The following equipment and software were used for the sample configuration provided: Equipment/Software Release/Version Avaya Aura Communication Manager R6.3 Update with an Avaya G450 Media Gateway Avaya Aura System Manager R Avaya Aura Session Manager R Avaya Aura Messaging R6.3 Avaya Engagement Development Platform R Note: An internal development patch was applied prior to testing. The patch is targeted to be included in R Only R3.0.3 or a later dot release should be used for any deployments of this solution. Avaya one-x Communicator (SIP and H.323) Avaya 9600 Series IP Deskphone (96x1 6.4 SIP and H.323) Avaya 2400 Series Digital Telephones R6 Avaya 6200 Series Analog Phones - Approved Contact Call Listener Service of 31

6 5. Configure Avaya Engagement Development Platform and Avaya Aura Session Manager Configuration of Avaya Engagement Development Platform and Avaya Aura Session Manager is performed via Avaya Aura System Manager. Access the System Manager Administration web interface by entering as the URL in a web browser, where <ip-address> is the IP address of System Manager. Log in using appropriate credentials. 6 of 31

7 Once logged in, the following screen is displayed Configuring Session Manager to invoke Engagement Development Platform In order for Session Manager to invoke Engagement Development Platform services when calls are being originated/received, the following administration on System Manager is required: Administer one or more Engagement Development Platform instances as a SIP Entity and create an Entity Link (Section 5.1.1) Create an Application that represents Engagement Development Platform (Section 5.1.2) o Note that from the perspective of Session Manager, Engagement Development Platform is the Application rather than a service deployed within Engagement Development Platform. Create an Application Sequence that includes the Engagement Development Platform application (Section 5.1.3) Create one or more Implicit User Rules that match the numbers of the Engagement Development Platform users (Section 5.1.4). Note that the users must also be provisioned explicitly as Users in System Manager. o These rules are specified with patterns that can match large number ranges with a single entry. o Associate Engagement Development Platform Application Sequence with the Implicit User Rule. 7 of 31

8 Configure SIP Entities Create a SIP Entity for Avaya Aura Collaboration Environment. Navigate to Home Elements Routing SIP Entities and click the New button (not shown). Enter a descriptive Name for the Collaboration Environment server and provide the FQDN or IP Address in the textbox. Select Collaboration Environment for Type. Default values may be used for the remaining fields. Scroll down to the Entity Links section. Enter a descriptive Name. Select the Session Manager SIP Entity for SIP Entity 1, and this Collaboration Environment SIP Entity for SIP Entity 2. Set the Protocol and Port (i.e TLS/5061). Set the Connection Policy to trusted. Click Commit. 8 of 31

9 Configure Engagement Development Platform Application Navigate to Home Elements Session Manager Application Configuration Applications and click the New button (not shown). Enter a descriptive Application Name. Use the drop-down menu to select the SIP Entity created in the previous section. 9 of 31

10 Configure Application Sequence Navigate to Home Elements Session Manager Application Configuration Application Sequences and click the New button (not shown). Enter a descriptive Application Sequence Name. Under the Available Applications section, click the + icon next to the Application created in the previous section. 10 of 31

11 The Application will now appear in the Applications in this Sequence section as shown below. Click the Commit button. 11 of 31

12 Configure Implicit User Rules Implicit Sequencing should always be used to sequence in Engagement Development Platform services (e.g. the Approved Contact Call Listener Service), even for SIP endpoints. Navigate to Home Elements Session Manager Application Configuration Implicit Users. Click the New button (not shown). Create an Implicit User rule with appropriate Pattern, Min, and Max values that will match the numbers of the Engagement Development Platform users utilizing the Approved Contact Call Listener Service. Use the dropdown menu to select the SIP Domain. For the Origination Application Sequence and Termination Application Sequence, select the Collaboration Environment server Application Sequence configured in the previous section (e.g. ce10225). Click the Commit button. 12 of 31

13 The screen below shows the Implicit User Rule after it has been committed Configuring Avaya Engagement Development Platform to invoke the Approved Contact Call Listener Service It is assumed that the initial installation and provisioning of the Avaya Engagement Development Platform has been previously completed and therefore is not covered in these Application Notes. For information on these installation tasks, refer to reference [1] in the Additional References section. This section describes only the steps required for the Engagement Development Platform to invoke the Approved Contact Call Listener Service. In order for Engagement Development Platform to invoke the Approved Contact Call Listener Service, the following actions must be performed on System Manager: Deploy the Approved Contact Call Listener Service (Section 5.2.1) Create a Service Profile and add the service to that profile (Sections and 5.2.3) Provision all users of Engagement Development Platform services as Users in System Manager (this document assumes this step has been previously completed) o All users of SIP endpoints will already exist as users in System Manager o Users of non-sip endpoints may or may not already exist as users. If they do not appear as users, they must be added to System Manager. 13 of 31

14 Associate the Service Profile with each user of Engagement Development Platform services (Section 5.2.4) Deploy Approved Contact Call Listener Service Obtain the Approved Contact Call Listener Service file (i.e. ApprovedContactCallListenerService svar) from Approved Contact and save the file to a local system. Navigate to Home Elements Collaboration Environment Service Management. Click the Load button. Click the Browse button, navigate to the Approved Contact Call Listener Service svar file saved on the local system, and select it. 14 of 31

15 Click the Load button to load the service. The screen below shows ApprovedContactCallListenerService version has been loaded. Select the radio button to the left of the service and then click the Install button. 15 of 31

16 During compliance testing, the service was installed on multiple Collaboration Environment servers within a cluster named CECLUSTER; however, all the testing was performed using only on the Collaboration Environment server/sip Entity referenced in Section (i.e. ce10225). Select the cluster of servers where the service will be installed and click the Commit button. The screen below shows ApprovedContactCallListenerService version has been installed. 16 of 31

17 Configure Service Profile Create a Service Profile containing the Approved Contact Call Listener Service. Navigate to Home Elements Collaboration Environment Configuration Service Profiles. Click the New button. 17 of 31

18 Enter a descriptive Name for the Service Profile. Under the Available Service to Add to this Service Profile section, click the + icon next to the Approved Contact Call Listener Service. 18 of 31

19 The service will be moved up to the Services in this Service Profile section as shown below. Click the Commit button Configure Attributes Configure the Service Profile attributes. Navigate to Home Elements Collaboration Environment Configuration Attributes. Under the Service Profiles tab, use the Profile drop-down menu to select the profile configured in Section Use Service drop-down menu to select the service configured in Section Enter the following six attributes: Approved Contact Call Attendant Extension: Enter the voice mail system Attendant extension. Approved Contact Default Trunk DID: Enter the primary DID used for inbound PSTN calls. This value has been obscured in the screen below for security purposes. Approved Contact Max Ext. Length: Enter the maximum extension length for the environment. Approved Contact Remote Access Id: This value is obtained from Approved Contact and has been obscured in the screen below for security purposes. 19 of 31

20 Approved Contact Remote Access Token: This value is obtained from Approved Contact and has been obscured in the screen below for security purposes. Approved Contact Voice Mail Extension: Enter the voice mail system pilot extension. Click the Commit button. 20 of 31

21 Associate Service Profile with Users This document assumes all users of Engagement Development Platform services have already been provisioned as Users in System Manager. All users of SIP endpoints should already exist as users in System Manager. Users of non-sip endpoints may or may not already exist as users. If they do not appear as users, they must be added to System Manager. Navigate to Home Users User Management Manage Users. Select an existing user and click the Edit button. Select the Communication Profile tab at the top. Towards the middle of the page, check the Collaboration Environment Profile checkbox, and then use the Service Profile drop-down menu to select the profile configured in Section Note the Application Sequences fields under the Session Manager Profile section. These fields were used to explicitly sequence in Communication Manager for each user. They should not be used to sequence in Engagement Development Platform services. As mentioned in Section 3, implicit Sequencing should always be used to sequence in Engagement Development Platform services (e.g. the Approved Contact Call Listener Service). 21 of 31

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23 6. Configure Approved Contact It is assumed that an Approved Contact has been configured and is ready for the integration with Avaya Engagement Development Platform. The sub-sections below provide only the steps required to configure the Approved Contact to interoperate with Avaya Engagement Development Platform Approved Contact Web Interface Access the Approved Contact web interface by opening a web browser and entering the following URL: Log in to a user account using appropriate credentials. 23 of 31

24 6.2. Configure Settings Under Profile at the top-right, click Settings. Scroll down to the Phone Call Action Settings section. For each category on the left, use the pull-down menu to its right to select the action to take for inbound PSTN calls that fall within that category. Click the Update button to save changes. Scroll to the Phone section. Click the New Phone button to add the user s phone information. 24 of 31

25 Enter the user s phone Type, Country Code, Phone number, and Extension. The Extension must match the called number received by Approved Contact. Click the Save button. 7. Verification Steps This section includes steps that can be followed to verify the configuration Verify Approved Contact Call Classification and Phone Action Place inbound PSTN calls to Approved Contact Users. For each call, verify Approved Contact properly categorizes the call based on the status of the called party as well as the relationship of the called party with the caller, and then verify Approved Contact applies the appropriate phone action for calls within that category. 8. Conclusion The Approved Contact Call Listener Service passed compliance testing. These Application Notes describe the procedures required for the Approved Contact Call Listener Service to interoperate with Avaya Engagement Development Platform (formerly known as Avaya Aura Collaboration Environment) to support the reference configuration shown in Figure 1. Refer to Section 2.2 for testing result details and any observations noted during testing. 25 of 31

26 9. Additional References Product documentation for Avaya products may be found at: [1] Administering Avaya Aura Collaboration Environment Release 3.0, Release 3.0 August [2] Administering Avaya Aura Session Manager, Release 6.3, Issue 7, September [3] Avaya Engagement Development Platform Call Intercept Services, Product information for Approved Contact may be obtained by contacting Approved Contact directly. 26 of 31

27 10. Appendix A - Routing Examples If the environment uses PSTN trunks to Communication Manager, special provisioning will be required to force all trunk calls out to Session Manager so that Engagement Development Platform applications can be invoked. Likewise, if there are multiple instances of Communication Manager in the environment, additional logic may be needed to prevent the application from being invoked on an inter-enterprise (endpoint to endpoint) call. Refer to following document link for more details and routing examples: The remainder of this section describes configuration that was used to route inbound PSTN calls during compliance testing (refer to the reference configuration shown in Figure 1). Communication Manager is configured using the System Access Terminal (SAT). During compliance testing, inbound PSTN calls were placed by dialing a DID number that was routed to Communication Manager over an ISDN trunk (i.e. trunk-group 2). Rather than converting the DID number directly to a user s extension (e.g ), the DID number was converted to a steering digit string. In this case, an arbitrary string of was chosen. As shown below, the change inc-call-handling-trmt trunk-group command was used to alter the dialed string for incoming calls over trunk-group 2. If the received dialed number length was 11 and the number contained a leading 1, then all digits were deleted and was inserted. The steering digit string was used to force calls to be routed to Session Manager in order to allow Avaya Engagement Development Platform services to be applied. If the steering digit string was not used, and the DID was converted to a user s extension on Communication Manager, then Communication Manager could possibly apply call processing prior to or thereby prevent the call from being routed to Session Manager. change inc-call-handling-trmt trunk-group 2 Page 1 of 30 INCOMING CALL HANDLING TREATMENT Service/ Number Number Del Insert Per Call Night Feature Len Digits CPN/BN Serv public-ntwrk 11 1 all The change aar analysis command was used to select route pattern 1 for dialed string change aar analysis Page 1 of 2 AAR DIGIT ANALYSIS TABLE Location: all Percent Full: 0 Dialed Total Route Call Node ANI String Min Max Pattern Type Num Reqd aar n 27 of 31

28 Route pattern 1 selected trunk-group 1, which was the trunk used to route calls to Session Manager. Configuration of the trunk between Communication Manager and Session Manager is outside the scope of this document. change route-pattern 1 Page 1 of 3 Pattern Number: 1 Pattern Name: sm10220 SCCAN? n Secure SIP? n Grp FRL NPA Pfx Hop Toll No. Inserted DCS/ IXC No Mrk Lmt List Del Digits QSIG Dgts Intw 1: n user 2: n user 3: n user 4: n user 5: n user 6: n user BCC VALUE TSC CA-TSC ITC BCIE Service/Feature PARM No. Numbering LAR M 4 W Request Dgts Format Subaddress 1: y y y y y n n rest lev0-pvt none 2: y y y y y n n rest none 3: y y y y y n n rest none 4: y y y y y n n rest none 5: y y y y y n n rest none 6: y y y y y n n rest none Now that the call has been routed to Session Manager, Session Manager can convert the steering digit string to a user s extension via an Adaptation. Configuration of Session Manager is performed via System Manager. Access the System Manager Administration web interface by entering as the URL in a web browser, where <ip-address> is the IP address of System Manager. Navigate to Home Elements Routing Adaptations, and select the New button (not shown). Enter a descriptive Adaptation Name. Select DigitConversionAdapter for Module Name. Set the Module Parameter Type fields as shown on the screen below to set the fromto parameter to true. In the Digit Conversion for Incoming Calls to SM section, set the fields as shown on the screen below to convert the steering digit string to a user s extension in the appropriate SIP headers (in this case, 53102). Click the Commit button. 28 of 31

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30 Finally, apply the Adaptation to the Communication Manager SIP Entity. Navigate to Home Elements Routing SIP Entities. Click the Communication Manager SIP Entity and click the Edit button (not shown). Use the Adaptation drop-down menu to select the Adaptation created above. Click the Commit button. 30 of 31

31 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 DevConnect Program at 31 of 31