A Sample Configuration for Computer Instruments e-ivr Automated Attendant and Voic 3.0 with Avaya MERLIN Magix Issue 1.

Transcription

1 Avaya Solution & Interoperability Test Lab A Sample Configuration for Computer Instruments e-ivr Automated Attendant and Voic 3.0 with Avaya MERLIN Magix Issue 1.0 Abstract These Application Notes describe the configuration steps required for the Computer Instruments e-ivr Automated Attendant and Voic to successfully interoperate with the Avaya MERLIN Magix. Features and functionality were validated in order to verify correct operation. 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 19

2 1. Introduction These Application Notes describe the compliance-tested configuration utilizing Avaya MERLIN Magix 3.0 and Computer Instruments e-ivr Auto Attendant and Voic 3.0. Computer Instruments Enhanced Interactive Voice Response (e-ivr) is a customer premise multi-application e-business and Customer Relationship Management (CRM) solution. e-ivr is a suite of Windows 2000 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. e-ivr Auto Attendant is a flexible feature-rich Auto Attendant that offers call answering and multiple menu services. Recorded menus allow the caller to select a department, individual extension, or an operator. In addition, the Auto Attendant is integrated with all other e-ivr applications such as Form Survey and Fax Back. e-ivr Auto Attendant supports: Voice Menus Extension Transfers Launch of any e-ivr service (Menus, Audio Text Messages, Form Filler surveys, Data Locators, Fax-On-Demand, etc.) or custom application Transfer to internal extensions or external numbers Hide VIP extensions behind an admin extension Integrated dial-by-name directory e-ivr Voic is fully integrated with the e-ivr suite. Night callers interested in additional information can leave messages in a request box for daytime retrieval. e-ivr supports direct access from other e-ivr applications for phantom message boxes. e-ivr Voic supports: Operation in integrated or simple mode Voic boxes with up to 5 greetings Dial-By-Name directory Subscriber registration wizard to train new users Hands-Free-Playback option Select playback order Optional shared access to voic boxes In the tested configuration shown in Figure 1, e-ivr interfaces with MERLIN Magix via 4-port Intel Dialogic voice cards. The Intel Dialogic cards are connected to tip-ring ports on Magix. Magix is configured to route inbound calls to a calling group that includes the tip-ring ports connected to e-ivr. Upon receipt of the inbound calls, e-ivr Auto Attendant transfers the caller to the appropriate destination extension based on caller input in response to the programmed menu listed below: Press 1 for Sales Press 2 for Marketing Press 8 if you know your party s extension 2 of 19

3 If the destination extension is not answered, Magix routes the caller to a coverage group, in this case, e-ivr Voic . e-ivr Voic either plays the greeting recorded for the extension or the default system greeting. The caller can either leave a message or hang-up. PSTN Analog and PRI Trunk(s) Avaya MERLIN Magix Analog Tip-Ring Ports x2032 x2033 x2034 x2035 e-ivr Auto Attendant Voic Avaya Computer Telephony Server ISDN/CTI Link Ethernet Agent 1 Phone x2007 Agent 2 Phone x2012 Agent 3 Phone x2075 Figure 1: Computer Instruments e-ivr and Avaya Magix Configuration 1.1. Caveats Call Routing (by ANI and by DNIS) were beyond the scope of this test. e-ivr Agent Screen Pop was beyond the scope of this test. 2. Equipment and Software Validated The following equipment and software were used for the configuration provided in Figure 1. Equipment Software Avaya MERLIN MAGIX Integrated System 3.0 Avaya MLX port board (008 MLX, 016 MLX, or GS/LS-ID-MLX module) with at least 1 port to be used for the CTI link. Avaya Tip-Ring port board (012T/R, 016T/R or ETR). Avaya Computer Telephony Server of 19

4 Equipment Software Avaya Computer Telephony Client 9.1 Avaya Computer Telephony Software license diskette - Avaya MERLIN MAGIX PBX Driver 3.0 Avaya MERLIN MAGIX PBX Driver authorization - diskette Eicon DIVA ISDN interface card 2.02 Avaya 4424D Digital Telephones - Computer Instruments e-ivr Generic Analog Telephones - 3. Configure Avaya MERLIN Magix These Application Notes address provisioning of Magix as it relates to the integration with e- IVR Automated Attendant and Voic features. For all other provisioning information such as provisioning of the trunks for outbound dialing, call coverage, extensions, etc., please refer to the Magix Product documentation. Step Description Set Hybrid / PBX Mode 1. Go to the System Programming Console Main Menu and set the mode of the switch to Hybrid/PBX by clicking the console buttons as follows: (Sys Program) (Start) (System) (Mode) (Hybrid/PBX). Then, press (Enter) and the system will restart. 2. Once the Magix switch has restarted, return to the System Programming Console Main Menu. Configure CTI Link 3. Select an eligible MLX port to be the CTI link port and note the extension number (please refer to the product documentation for a listing of the restrictions involved. Note: Cannot use a potential operator port or a console-programmed port.) 4. Go into System Maintenance and busy out the slot containing the board with the designated CTI link port. 5. Go to the CTI link screen: (Sys Program) (Start) (AuxEquip) (CTI Link). 6. Enter the extension number of the CTI link port selected and (Enter). 7. Return to System Maintenance and restore the slot containing the CTI Link port. Configure e-ivr Calling Group and Cover Group 8. Configure call group 770 with cover group 30 as the e-ivr call group: (Sys Program) (Start) (Extensions) (More) (Grp Calling) (Grp Cover) (Enter). 9. Set the call group hunt type to Linear so the last e-ivr port is generally available to turn on MWI: (Sys Program) (Start) (Extensions) (More) (Grp Calling) (HuntType) 770 (Enter) (Linear) (Enter). 4 of 19

5 Assign e-ivr Calling Group Type 10. Set the call group type to Integ VMI: (Sys Program) (Start) (Extensions) (More) (Grp Calling) (More) (Group Type) 770 (Enter) (Integ VMI) (Enter). Note 1: This setting is used when a voice messaging system requiring special signaling for integrated operation is connected to one or more extension jacks assigned to a Calling Group. The system automatically logs in the Calling Group members after a power failure. Assign e-ivr Calling Group Member Extensions 11. Assign tip-ring extensions (e.g., 2032, 2033, 2034, 2035) connected to the e-ivr voice ports as members of the e-ivr call group: (Sys Program) (Start) (Extensions) (More) (Grp Calling) (Members) 770 (Enter) # (Enter). Note 2: # is each extension connected to an e-ivr port, e.g., 2032, 2033, 2034, Assign e-ivr Calling Group Member Lines / Trunks 12. Assign lines / trunks to the e-ivr Calling Group: (Sys Program) (Start) (Extensions) (More) (Grp Calling) (More) (Line/Pool) 770 (Enter) # (Enter). Note 3: # is each line or trunk that is to be assigned to the e-ivr Calling Group. Set up Voic coverage for user extensions 13. Set up user extensions 2007, 2012, and 2075 as group cover 30 senders so unanswered calls get directed to e-ivr Voic (Sys Program) (Start) (Extensions) (More) (Grp Cover) (Enter) 2012 (Enter) 2075 (Enter). Note 4: User extensions 2007, 2012, and 2075 have now been setup to have voic coverage. Classify Disconnect Signaling Reliability 14. To classify the disconnect signal sent by the central office on loop-start trunks as reliable: (Sys Program) (Start) (Lines Trunks) (TT/LS Disc.) (Loop Start Disconnect) (Yes) (Enter). 4. Configure the Avaya Computer Telephony Server 4.1. Install Eicon DIVA ISDN Interface Card The directions that follow are for installation on a Windows 2000 PC. Please refer to the Network Manager s Guide for MERLIN Magix Integrated System PBX Driver Release 3.0 ( , Issue 1 May 2003) for installation on Windows NT. Note: Eicon Drivers are only approved for Windows 2000 and Windows NT Server and Professional. 5 of 19

6 1. Shut down the Telephony Server PC and install the ISDN interface card. 2. Connect the MLX port that has been administered as the CTI link on the Magix switch to the modular jack located on the back of the ISDN interface card. 3. Power on the Telephony Server PC and log in with administrative privileges. 4. The Found New Hardware screen is displayed indicating that new hardware is being installed. 5. In the Found New Hardware Wizard Welcome window that appears, click Next to begin installation of the Eicon Diva 2.02 device driver. 6. In the Install Hardware Device Drivers window that appears, select Search for suitable driver for my device (recommended) and click Next. 7. In the Locate Driver Files window that appears, make sure only the Specify a location option is checked, insert the Diva Client Software Suite CD, then click Next. 8. In the Found New Hardware Wizard window that appears, browse to the \Win_2K directory on the CD, and then click OK. 9. In the Driver Files Search Results window that appears, click Next. 10. If the Digital Signature Not Found window appears or if the Not Passed Windows Logo Testing window appears, click on Yes or Continue Anyway to proceed with the installation. 11. In the Completing the Found New Hardware Wizard window, click Finish. 12. Following Diva Tools Installation, when the Windows installer prompts to restart the system, click Yes. 13. Following restart of the system, log back in with administrative privileges. Wait for the installation of the Diva Tools and the Diva Assistant to complete automatically. Verify installation 14. Open DIVA from the Programs folder on the Start menu. 15. Select Link Check to display the DIVA Line Check dialog box. 16. Click Start to check the DIVA ISDN interface configuration. 17. If the Line Check is successful, the message SUCCESS! Link Check test passed appears in the Result section of the dialog box. 18. Click Finish to close the DIVA Line Check dialog box Install Avaya Computer Telephony Server Software Step Description 1. If not already logged in, login to the Telephony Server with administrative privileges. 2. Insert the Avaya Computer Telephony CD into the PC. 3. In the Telephony Services Setup window that appears, click CentreVu Computer- Telephony Software. 4. In the Server Setup window that appears, make sure only Telephony Server for Windows NT is checked, click Next. 5. Click Next until the Enter Information window appears, then enter the IP address of the Telephony Server PC and click Next. 6. In the Select Tserver Administrator window that appears, verify Administrator is selected and click Next. (This defines the Administrator login credentials on the Tserver). 7. In the Setup Needs the Next Disk window, insert the LICENSE diskette and click OK. 8. In the Information popup that appears, click OK. 6 of 19

7 9. In the Telephony Services Setup window that appears, click Exit. 10. Do not reboot the PC and do not start the Telephony Services software Install MERLIN Magix PBX Driver Step Description 1. If not already logged in, login to the Telephony Server with administrative privileges. 2. Stop the Telephony Services if running and insert the MERLIN Magix PBX Driver CD. 3. In the Setup window that appears, click Install Server Software. 4. In the Welcome window that appears, click Next. 5. Continue to click Next to proceed with installation until the MERLIN Magix PBX Driver Configuration window appears. 6. In the MERLIN Magix PBX Driver Configuration window, the Advertised Switch Name should be set to MAGIX and the Adapter Name should be set to MAGIX. Click Next. Note: The Adapter Name should match the name given to the Eicon DIVA ISDN adapter. On Windows 2000, the adapter is automatically named MAGIX. Please refer to the documentation for Windows NT installations. 7. In the Start Copying Files window, click Next. 8. In the Please insert the MERLIN MAGIX PBX Driver Authorization [MMPDAUTH] disk into the drive popup, insert the authorization diskette into the floppy drive and click OK. 9. Restart the Telephony Server PC. This completes the installation of the MERLIN Magix PBX Driver. Verify installation 10. Login to the Telephony Server PC using administrative privileges. 11. Verify the Telephony Servers are running via Services. 12. Start the Windows MMPD OA&M Utility by clicking Start Programs MERLIN MAGIX Win32 Client MAGIX Driver Admin. 13. In the Known MMPD TLinks window that appears, verify the service listed (AVAYA#ML_OAM#OAM#server_name) is highlighted and click OK. 14. In the Login to AVAYA#ML_OAM#OAM#server_name window that appears, enter the login credentials defined during the CentreVu Telephony server installation, click OK. 15. In the MMPD Administrator AVAYA#ML_OAM#OAM#server_name window, select Maint Link Status from the Menu. 16. In the Link Status window that appears, verify the link listing Link Type=ISDN, Switch Type=MAGIX has the following status settings: Switch Connection = active, Layer 2 Link Status = up and Layer 4 Link Status = up Provision Telephony Services user and devices Step Description 1. If not already logged in, login to the Telephony Server with administrative privileges. 2. Start the Telephony Services Administration utility by going to Start Programs Telephony Services Win32 client Telephony Services Admin. 7 of 19

8 3. FIn the Open Tserver popup that appears, select the Telephony Server name in the Tserver pull-down list and enter Administrator in the Login field and click OK. 4. FIn the Telephony Services Administrator 32-bit window, select Admin Create User from the pull-down menu to add the telephony services user that will be used by the e-ivr application. 5. FIn the Information tab of the Create User TserverNm window that appears, set Login to CTIUSER. 8 of 19

9 6. FIn the Access Rights tab of the Create User TserverNm window, set the following parameters: Call Control Access Group Any Device Device/Device Access Group Any Device Call/Device Access Group Any Device Call/Call Event check box checked (Allow) Routing Services Access Group Any Device Click OK. Add user to Telephony Server operating system 7. FCreate an account called ctiuser (the account name defined in Telephony Services Administrator 32-bit window) on the telephony server system. Go to Start Settings Control Panel and double-click the Users and Passwords icon. 8. FIn the Users and Passwords window that appears, click Add 9. FIn the Add New User window that appears, type ctiuser for User name and click Next. 10. FIn the next Add New User window that appears, type the desired password in the Password and Confirm password fields and click Next. 11. FIn the next Add New User window that appears, select the access level Standard User and click Finish. 9 of 19

10 12. FIn the Users and Passwords window that appears, click OK. 5. Configure the Computer Instruments e-ivr Server These Application Notes address provisioning of e-ivr as it relates to integration with Magix. For all other provisioning information such as Computer Instruments e-ivr software installation, Dialogic card installation and configuration, etc., please refer to the e-ivr Product Documentation available on the Computer Instruments website Install Avaya Computer-Telephony Client Software Step Description 1. Login to the e-ivr Server with administrative privileges. 2. Insert the Avaya Computer Telephony CD into the PC. 3. In the Telephony Services Setup window that appears, click Client Software. 4. In the Client Setup window that appears, click 32 to install the 32-bit Windows client. 5. In the Welcome window that appears, click Next. 6. In the Telephony Services Setup Options window that appears, click Next. Note: On the PC to be used to administer the Telephony Server, check the Administration Utilities component. 7. In the Choose Destination Location window, click Next. 8. In the TCP/IP Name Server Configuration window, for IP Address, enter the Telephony Server s IP address. In the TCP Port field, type 450, click Add to List and click Next. 10 of 19

11 9. In the Information popup that appears (Setup is complete), click OK. 10. In the Telephony Services Setup window, click Exit. Verify installation 11. Go to Start Programs TS Win32 client TS Test to launch TS Test. 12. Select the Tserver CSTA Service you want to test in the Server field, e.g., AVAYA#MAGIX#CSTA#ServerName where ServerName is the Telephony Server Machine Name. 13. Enter login information, e.g., ctiuser and password. 14. Enter the phone numbers that are properly administered in the Magix and the Telephony Server in the From and To fields and click Dial. 15. Verify the To phone starts ringing. 16. In the TS Test Telephony Services Test Application, click OK Configuring e-ivr Step Description Set up Base Configuration 1. On the e-ivr Server, go to Start Programs Voice System Voice Administrator (or the matching icon on the desktop) to launch the e-ivr Administrator application. 2. In the e-ivr Administration window that appears, select the System Config icon (wrench) on the left side menu. 11 of 19

12 3. In the Defaults tab of the Base System Configuration window that appears, verify PBX Integration is set to Avaya Merlin Magix, Default Application is set to 1013 Magix Test, and Default Operator is set to the designated operator on the system and click Save Settings. Note 4: On a brand new installation, the default operator would default to 100 and another extension could not be set until the destination extension has been provisioned. 12 of 19

13 4. In the Channel tab of the Base System Configuration window, verify all the e-ivr ports (channels) are associated to an application, in this instance, Voic Server. This determines what happens when an inbound call is received. Figure 2 e-ivr System Configuration Channel Tab Setup User Extensions 5. In the e-ivr Administration window, select the Extension Manager icon (hand holding phone) on the left side menu. 6. In the e-ivr Extension Editor window that appears, click New and enter a valid Magix User extension in the popup that appears. 13 of 19

14 7. Returning to Extension tab of the e-ivr Extension Editor window, enter the User s First Name, Last Name, and check Allow Call Transfer. 14 of 19

15 8. In the Mailbox tab of the e-ivr Extension Editor window, check Voic Subscriber and Allow Outcalling? then click Save. 9. Repeat Steps 7 and 8 for every user that needs voic on the MERLIN Magix. Note 5: For systems with a large number of users, the e-ivr has a Bulk Add feature. Please refer to the e-ivr documentation for further information. Configure Welcome Menu Application 10. In the e-ivr Administration window, select the Menu Manager icon (telephone) on the left side menu. 11. In the Menu Editor window that appears, click New and enter a new Menu Application Name, for example, Magix Test, in the popup that appears and click Save. 15 of 19

16 12. In the Menu Editor window, go to the Menu Prompt field and type the prompt you wish the Menu to play to the caller, select Text-to-Speech, and configure Button Action and Button Parameter values for the menu by selecting the desired button. For example, the figures below show the Button Action for pressing 1 and pressing 3. Click Save when finished. 13. Return to the Channel tab of the Base System Configuration window and set Application for each Channel to Magix Test (as shown in Figure 2) and click Update. 6. Interoperability Compliance Testing This Interoperability Compliance Test feature and functionality testing examined e-ivr Auto Attendant s ability to properly transfer inbound and internal calls to the appropriate destination extension based on caller input in response to the menu prompt played as well as e-ivr Voic s ability to properly record and playback voic messages General Test Approach Feature and functionality testing was performed manually. Inbound calls were made to the MERLIN Magix from analog and PRI trunks as well as internal extensions. The MERLIN Magix routed the calls to the e-ivr, which transferred the calls based on caller input. Analog loop start trunks from the central office were connected to the Magix. A PRI trunk was provisioned between the Magix and Avaya Communication Manager systems. 16 of 19

17 6.2. Test Results All feature and functionality test cases were successful. Serviceability testing revealed that the e-ivr server is required to be rebooted if the CTI link drops during e-ivr call processing. 7. Verification Steps The following steps can be used to verify system operation after a field installation. To verify the e-ivr call group is operating properly: connect analog phones to all analog station ports assigned to the call group and call the call group (dial 770). Verify that one of the phones rings. To verify incoming calls are properly routed to the e-ivr call group: connect analog phones to the ports assigned to the call group and place calls through the trunks assigned to the call group. Verify that one of the phones rings. To verify e-ivr Auto Attendant is operating properly for internal calls: place a call to the e-ivr call group. Verify the e-ivr Menu prompt is played, enter 8, and then enter a valid extension number on the MERLIN Magix. Verify the call is transferred to the correct extension. Repeat for inbound trunk calls. To verify e-ivr Voic is operating properly for internal calls: place a call from one Magix extension to another extension and allow it to go to coverage. Verify e-ivr Voic plays the proper welcome greeting and record a message and hang up. After a minute or two, retrieve the message and verify it plays back properly. Repeat for inbound trunk calls. 8. Support Customers should call Computer Instruments Technical Support when having problems related to the e-ivr. Computer Instruments will then determine the nature of the problem and recommend the best plan to the customer, whether it is to: Fix the problem through remote access. Dispatch, at Computer Instruments discretion, on-site technical support. For technical support on e-ivr, contact the Computer Instruments Customer Service Center at and press 2 for technical support. 9. Conclusion These Application Notes describe the required configuration steps for Computer Instruments e- IVR Auto Attendant and Voic to successfully interoperate with Avaya MERLIN Magix. The e-ivr Auto Attendant and e-ivr Voic and Magix features and functionality were successfully validated. 17 of 19

18 10. Additional References Avaya MERLIN MAGIX Integrated System Feature Reference, Release 3.0 and Earlier, , Issue 1, May e-ivr User Manual for Interactive Voice Response Core System Features, Copyright Installing e-ivr on Magix, Version 3.0, Copyright of 19

19 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 19 of 19