Application Notes for Komutel CCS with Avaya IP Office - Issue 1.1

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for Komutel CCS with Avaya IP Office - Issue 1.1 Abstract These Application Notes describe the steps required to integrate Komutel CCS (Call Center Solution) with Avaya IP Office. Komutel CCS is a call queue and call center (ACD) management tool for managing virtual agents, generating statistics for the proper management of resources, and intelligently distributing calls. In the compliance test, Komutel CCS successfully registered with Avaya IP Office via SIP, distributed calls to available agents in the appropriate queue, and transferred calls to agents. In addition, CCS used TAPI to track agent status. 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 steps required to integrate Komutel CCS (Call Center Solution) with Avaya IP Office. Komutel CCS is a call queue and call center (ACD) management tool for managing virtual agents, generating statistics for the proper management of resources, and intelligently distributing calls. In the compliance test, Komutel CCS successfully registered with Avaya IP Office via SIP, distributed calls to available agents in the appropriate queue, and transferred calls to agents. In addition, the CCS used TAPI to track agent status. Komutel CCS consists of two components: BLF Configuration and DAK Configuration. BLF Agent Configuration is used to track the agent status and DAK is basically a SIP phone that is responsible for handling incoming calls and transferring calls. 2. General Test Approach and Test Results 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. The interoperability compliance test included feature and serviceability testing. The feature testing focused on placing calls to Komutel CCS, which in turn routed the call to an available agent or queued the call in the appropriate call queue. The queue was determined by the dialed extension. That is, calls were placed to an extension on IP Office which would match the queue extension on CCS. The extension on IP Office (i.e., the forwarded-from extension) was configured to automatically forward the call to the CCS SIP extension. When the call was delivered to CCS, CCS would then route the call to an available agent logged into the queue. If an agent was not available, the call would be queued. Again, the extension of the forwarding station determined the queue that would handle the incoming call. If a call were queued, the call could be transferred to an agent manually through CCS. The serviceability testing focused on verifying that CCS comes back into service after reconnecting the Ethernet connection or rebooting the PC on which CCS is running. 2 of 31

3 2.1. Interoperability Compliance Testing Interoperability compliance testing covered the following features and functionality: Successful SIP registration of CCS with IP Office. Calls routed from CCS to an available agent. Manually transferring calls in a queue by CCS to a specified agent who is local to IP Office or on the PSTN. Tracking agent states with TAPI. Playing music on hold by CCS. Playing announcement to queued calls periodically by CCS. Tracking statistics such as abandoned calls and incoming/outgoing calls in the call log. Caller ID display on CCS. Proper system recovery after a restart of the CCS server and loss of IP connectivity Test Results All test cases passed with the following observations noted: In this configuration, users dialed a local number (i.e., queue number) with call forwarding enabled to CCS. When dialing the queue number, the call could not be routed based on the caller ID. However, in this configuration, calls were routed to a queue based on the dialed number, not the caller ID. The caller name and caller ID were not displayed in the call history report Support For technical support on CCS, contact Komutel Support via phone, , or website. Phone: (877) service@komutel.com Web: 3 of 31

4 3. Reference Configuration Figure 1 illustrates a sample configuration with Avaya IP Office and Komutel CCS. CCS registered with IP Office via SIP, which received incoming calls and routed them to agents in the appropriate queue. IP Office was also connected to a simulated PSTN, which was used to simulate incoming customer calls. Simulated PSTN PSTN Phone ISDN-PRI Avaya IP Office 500 V2 SIP Extension LAN Avaya 9600 Series IP Telephones (H.323) serving as agents or callers. Komutel CCS Figure 1: Avaya IP Office with Komutel CCS 4 of 31

5 4. Equipment and Software Validated The following equipment and software were used for the sample configuration provided: Equipment/Software Avaya IP Office 500 V2 8.1 (63) Release/Version Avaya IP Office TAPI available from IP Office User CD Avaya 9600 Series IP Telephones Komutel CCS with BLF Agent Configuration DAK Komutel 3.1 SP 2 (H.323) Note: Testing was performed with IP Office 500 R8.1, but it also applies to IP Office Server Edition R8.1. Note that IP Office Server Edition requires an Expansion IP Office 500 v2 R8.1 to support analog or digital endpoints or trunks. 5 of 31

6 5. Configure Avaya IP Office This section provides the procedures for configuring Avaya IP Office. The procedures include the following areas: Verify IP Office license Obtain LAN IP address Administer SIP registrar Administer SIP extension/user for CCS Administer users associated with call queues on CCS Administer extensions/users for agents Note: Call routing to the PSTN is outside the scope of these Application Notes Verify IP Office License From a PC running the Avaya IP Office Manager application, select Start Programs IP Office Manager to launch the Manager application. Select the proper IP Office system and log in with the appropriate credentials. The Avaya IP Office R8.1 Manager screen is displayed. From the configuration tree in the left pane, select Licence 3 rd Party IP Endpoints to display the license screen in the right pane. Verify that the Licence Status is Valid. 6 of 31

7 5.2. Obtain LAN IP Address From the configuration tree in the left pane, select System to display the System screen for the IP Office 500 V2 in the right pane. Select the LAN1 tab, followed by the LAN Settings sub-tab in the right pane. Make a note of the IP Address, which will be used later to configure the Komutel CCS SIP interface Administer SIP Registrar Select the VoIP sub-tab. Ensure that SIP Registrar Enable is checked as shown below. 7 of 31

8 Select the SIP Registrar sub-tab and enter a valid Domain Name. In the compliance testing, the Domain Name field was left blank so the LAN IP address was used Administer SIP Extension/User for Komutel CCS From the configuration tree in the left pane, right-click on Extension and select New SIP Extension from the pop-up list to add a new SIP extension. Enter the desired extension for the Base Extension field as shown below. In this example, Komutel CCS was assigned extension This is the extension that CCS will use to register with IP Office. 8 of 31

9 Set the VoIP tab and retain the default values in all fields. During the compliance test, Komutel CCS was only configured to support G.711mu-law codec. 9 of 31

10 From the configuration tree in the left pane, right-click on User and select New from the pop-up list. Enter desired values for the Name and Full Name fields. For the Extension field, enter the SIP extension created above. 10 of 31

11 Select the Telephony tab followed by the Call Settings sub-tab. Note the settings below for the user. 11 of 31

12 Select the Supervisor Settings sub-tab and enter a desired Login Code. The Login Code is the password that will be used by Komutel CCS to register with IP Office. 12 of 31

13 5.5. Administer Users for Call Queues on Komutel CCS From the configuration tree in the left pane, right-click on User and select New from the pop-up list. Enter desired values for the Name and Extension fields. This extension (60011) will be associated with a call queue on CCS. When a user dials 60011, the call will be automatically forwarded to the CCS SIP extension (call forwarding is configured below). CCS would then route the call to queue (i.e., the forwarded-from extension). 13 of 31

14 Select the Forwarding tab and select the Forward Unconditional and Forward Internal Calls checkboxes and set the Forward Number field to the CCS SIP extension, which is configured in Section 5.4. When a call is placed to this extension, the call will be automatically forwarded to CCS. Repeat this user configuration for each queue. For the compliance test, three queues were used: 60011, 60012, and of 31

15 5.6. Administer Extensions/Users for Agents From the configuration tree in the left pane, right-click on Extension and select New H323 Extension from the pop-up list to add a new extension. In this configuration, H.323 stations were used for agents. Enter the desired extension for the Base Extension field as shown below. In this example, the agent was assigned extension Repeat this for each agent. These are the agents/extensions whose status will be monitored by CCS using TAPI. For the compliance test two agents were used: and of 31

16 From the configuration tree in the left pane, right-click on User and select New from the pop-up list. Enter desired values for the Name and Full Name fields. For the Extension field, enter the extension created above. 16 of 31

17 6. Configure Komutel CCS This section provides the procedures for configuring Komutel CCS. The procedures include the following areas: Configure Phone System Configure Queues Configure Agents Configure CCS Lines Configure Avaya IP Office TAPI Komutel CCS consists of two components: BLF Agent Configuration and DAK Configuration. BLF Agent Configuration is used to track agent status and DAK is a SIP phone responsible for handling incoming calls and transferring calls. There are two ways to configure CCS, through the BLF Agent Configuration and DAK Configuration applications or through a web interface. The following configuration will be performed through the administration web interface. From a web browser and enter /komutel/index.php in the URL field and log in with the appropriate credentials. This will launch the Komutel CCS admin web interface as shown below. The initial webpage is the Dashboard. Click the Configuration button. 17 of 31

18 The following Configurations CCS webpage is displayed, which is used to configure the phone system, agents, queues, messages on hold, and music on hold. Select the Phone system tab to configure the SIP interface. 18 of 31

19 6.1. Configure Phone System In the Phone system tab, set the CCS incoming call DN and the Username to 61000, the SIP extension configured on IP Office for CCS. Set the Password used to register with IP Office. This password must match the Login Code configured in Section 5.4. Finally, set the PBX ip address field to the IP Office LAN1 IP address highlighted in Section 5.2. Click Save, and then click Restart CCS Service. 19 of 31

20 6.2. Configure Queues Navigate to the Queues tab to configure the call queues to which the agents will be assigned. To add a queue, click on the add queue icon in the previous screen (not shown) to display the screen below. In the General config tab, specify a descriptive Queue name (e.g., Queue 60011) and set the Forwarded from field to the extension number assigned to this queue (e.g., 60011) that was configured in IP Office in Section 5.5. When a user dials 60011, CCS will route the call to an available agent logged into this queue, or queue the call if there is no available agent. Sound files were imported in the Messages on hold and Music on hold tabs so that music would be played while a caller is in queue with a message played periodically. This configuration is not shown in these Application Notes. Click Save. Repeat this for each queue. 20 of 31

21 From the Configurations CCS webpage, click the Back button to return to the Dashboard. In the Queues tab, all of the configured queues will be displayed for the logged in user provided their user profile was enabled to display these queues. In the Queues tab for the Administrator user, the General, Queue 60011, Queue 60012, and Queue are displayed. In this example, all of the queues are in the Not Ready state as indicated by the Red circle by the queue name. 21 of 31

22 6.3. Configure Agents Return to the Configurations CCS webpage and navigate to the Agents tab to configure the agents that will handle incoming calls and that will be monitored by CCS. To add an agent, click on the add agent icon in the previous screen (not shown) to display the screen below. Configure all the fields on the screen, including the agent s phone number (e.g., 60000) and all the queues to which the agent is assigned. In this example, the agent is assigned to General and Queue as shown under the Assigned queues section. Click Save. Repeat this for each agent. 22 of 31

23 From the Configurations CCS webpage, click the Back button to return to the Dashboard. In the Agents tab, all of the configured agents that will be monitored are displayed as shown below. In order for an agent to become available to handle an incoming call, the agent s state must be set to Ready. In this example, all of the agents are in the Not Ready state. 23 of 31

24 6.4. Configure CCS LInes Launch the DAK Configuration application and configure the number of lines as shown below. In this example, 24 lines were configured. After the configuration is completed, launch the DAK Configuration application and restart the service through the Service menu option shown below. 24 of 31

25 6.5. Configure Avaya IP Office TAPI The Avaya IP Office TAPI driver is installed and configured on the CCS server so that agent status could be monitored. The TAPI driver on the CCS server must be configured with the IP Office IP address and password. To configure the TAPI driver, open the Phone and Modem Options under the Control Panel in Windows. Select the Avaya IP Office TAPI2 Service Provider option in the Advanced tab and click Add. In the Avaya TAPI2 configuration screen, specify the IP Office IP address in the Switch IP Address field, select the Third Party option, and specify the IP Office password in the Switch Password field. Click OK. 25 of 31

26 After the configuration is completed, launch the BLF Agent Configuration application and restart the service through the Service menu option shown below. 26 of 31

27 7. Verification Steps This section provides the tests that can be performed to verify proper configuration of Avaya IP Office and Komutel CCS. 1. From the Avaya IP Office R8.1 Manager screen shown in Section 5.1, select File Advanced System Status to launch the System Status application, and log in with the appropriate credentials. The IP Office System Status screen is displayed. Expand Extensions in the left pane and select the SIP extension. Verify that the Current State is Idle. 27 of 31

28 2. Launch the BLF Agent Configuration application and verify that the status LEDs at the bottom of the screen are green. This indicates that the TAPI connection was successfully established. 3. Launch the DAK Configuration application and verify that the status LEDs at the bottom of the screen are green. This indicates that SIP registration was successful and that the DAK service is in-service. 28 of 31

29 4. Place a call to a queue without available agents and verify that the call is successfully queued as shown below in the Queues tab. In this example, a call is queued for Queue and the caller ID is also displayed. The queued call can also be transferred to an agent by specifying the agent s number in the Transfer to field and clicking on the queued call in orange. 5. Place a call to a queue with an available agent and verify that when the call is answered by the agent, the agent s status is updated as shown below in the Agents tab. In this example, the call was answered by Tom Smith and the green highlight indicates that the agent is on a call. In addition, the caller ID is also displayed. 29 of 31

30 8. Conclusion These Application Notes have described the administration steps required to integrate Komutel CCS with Avaya IP Office. CCS successfully registered with IP Office via SIP and incoming calls were routed to the appropriate queue. The calls were routed to an available agent, queued, or transferred to an agent. All test cases passed with observations noted in Section References This section references the Avaya documentation relevant to these Application Notes. The following Avaya product documentation is available at [1] Avaya IP Office 8.1GA Knowledge Base Documentation, December [2] Komutel User Guide for CCS (Call Centre Solution), Revised 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