Abstract. Avaya Solution & Interoperability Test Lab

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for Configuring Computer Instruments Enhanced Interactive Voice Response (eivr) Voic , Automated Attendant, and Speech Enabled Automated Attendant with Avaya IP Office - Issue 1.0 Abstract These Application Notes describe the procedure for configuring Computer Instruments Enhanced Interactive Voice Response (eivr) Voic , Automated Attendant and Speech Enabled Automated Attendant to work with Avaya IP Office. Information in these Application Notes has been obtained through compliance testing and additional technical discussions. Testing was conducted via the DeveloperConnection Program at the Avaya Solution and Interoperability Test Lab. 1 of 31

2 1. Introduction These Application Notes focus on the steps required for configuring Computer Instruments Enhanced Interactive Voice Response (eivr) Voic , Automated Attendant and Speech Enabled Automated Attendant to work with Avaya IP Office. Computer Instruments eivr is a customer premise multi-application e-business and Customer Relationship Management (CRM) solution. eivr is a suite of Windows 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. The configuration in Figure 1 shows a network consisting of an Avaya IP Office 406v2 with Avaya IP400 Phone Module, Avaya IP Office Manager PC, Computer Instruments eivr server, Avaya 6408D+ digital telephones, Avaya 4600-series IP telephones and analog telephones. Avaya IP Office has T1/PRI and analog trunks to the central office. Analog and digital extensions are connected to Avaya IP Office as well. eivr interfaces with Avaya IP Office via TAPI 3 rd party call control as well as analog tip-ring ports. The Avaya IP Office TAPI driver must be installed on the eivr server to establish the TAPI 3 rd party call control connection to Avaya IP Office. The analog tip-ring ports connected to the eivr are configured on Avaya IP Office to belong to the same hunt group. eivr is also configured as the voic system for Avaya IP Office. The tested configuration is shown in Figure 1. The following eivr functionality was addressed in this compliance test: Voic When eivr is configured as the voic for the single-site standalone IP Office, Avaya IP Office routes calls that go to coverage to the eivr hunt group. eivr records and stores the caller s voic and using TAPI enables the Message Waiting Indicator (MWI) of the called party s extension. The called party may later retrieve the voic and the MWI is turned off by eivr via TAPI. Automated Attendant / Speech Enabled Automated Attendant Phantom users are users created in the IP Office with an extension number but no associated physical extension. Phantom hunt groups are empty hunt groups, that is, hunt groups without any members but which are configured to overflow calls to an overflow hunt group. eivr Automated Attendant uses phantom user extensions and phantom hunt groups. In this solution, calls to phantom extensions or hunt groups would overflow to the eivr hunt group. eivr upon receipt of a call to a phantom extension or hunt group would run the assigned automated attendant application. The automated attendant application could be setup to play a welcome greeting and prompt the caller to press or say the numeric DTMF input based on a user- 2 of 31

3 programmed menu. eivr would then perform a TAPI blind-transfer to the proper destination IP Office extension based on the caller s spoken or DTMF input and navigation through the eivr menu. The current spoken input supported by eivr Speech Enabled Automated Attendant applications is spoken single telephony digit, i.e. numeral and # sign. Note: By design, Avaya IP Office does not support nested forwarding. In the event eivr becomes unavailable, calls to phantom extensions or phantom hunt groups, which are sent to the eivr hunt group as coverage calls, will not be routed to the eivr hunt group s overflow or fallback path. If such a scenario occurs, the administrator must make alternate call routing arrangements until the eivr becomes available. Figure 1 Network Configuration Diagram Table 1 lists all users and associated extension number for Figure 1. End User Name Extension Operator 6501 Kit Tankhiwale of 31

4 End User Name Extension John Yaya 6503 Marketing 6510 Tech Support 6511 John Finnegan 6512 Khoa Bui 6513 Returns 6517 Phantom Extensions phantom Phantom Hunt Group phantom hg eivr Extensions eivrport eivrport eivrport eivrport eivr Hunt Group eivr 6599 Table 1 User to Extension Mapping 2. Equipment and Software Validated The following equipment and software/firmware were used for the sample configurations provided: Equipment Software/Firmware Avaya IP Office 406v2 3.1(5602) Avaya IP400 Office Phone Module 5.1(5602) Avaya IP Office Manager 5.1(56) Avaya IP Office TAPI Driver Avaya 4600-Series IP Telephones 2.3 (4602SW, 4610SW, 4620SW) Avaya 6408D+ Digital Telephones - Computer Instruments eivr Table 2 Equipment and Software / Firmware Versions Validated 4 of 31

5 3. Configure Avaya IP Office The configuration information provided in this section describes the steps required to set up Avaya IP Office for this solution. Please be sure to have the Avaya IP Office CTI Link Pro license key on hand as it will be required as part of this configuration. For all other provisioning information, such as Avaya IP Office installation and configuration, please refer to Avaya IP Office product documentation in reference [1]. Step Description 1. Log into the IP Office Manager PC and go to Start Programs IP Office Manager to launch the Manager application. Log into the Manager application using the appropriate credentials. 2. In the Manager window that appears, select File Open to search for IP Office in the network. 3. Log into IP Office using the appropriate login credentials to receive its configuration. Configure analog extensions connecting to eivr ports 4. In the Manager window, go to the Configuration Tree and double-click Extension. In the list of extensions that appear, double click the first extension that will be connected to an eivr port. In the Extension window that appears, set Extension to the extension number of the first eivr port in Table 1, select IVR Port for Equipment Classification and click OK. 5 of 31

6 5. In the Manager window, go to the Configuration Tree and double-click User. In the right hand pane, right-click New to add a user. 6. In the User window that appears, set Name to the name of the first eivr port extension name listed in Table 1, set Full Name to the name of the first eivr port extension name listed in Table 1, and set Extension to the extension number for the first eivr port extension listed in Table 1. Select the Voic tab. 7. In the Voic tab, uncheck Voic On. Select the Telephony tab. 6 of 31

7 8. In the Telephony tab, set Wrap-up Time to 5, uncheck Call Waiting On, check Cannot be Intruded and click OK. 9. Repeat Steps 4 8 for each eivr port extension listed in Table 1. For the purposes of these Application Notes, eivr port extensions were created. Configure eivr hunt group 10. In the Manager window, go to the Configuration Tree and double-click Hunt Group. In the right hand pane, right-click New to add a hunt group. 7 of 31

8 11. In the hunt group window that appears, set Name to the name of the eivr hunt group listed in Table 1, set Extension to the extension number listed for the eivr hunt group in Table 1, add all the eivr port extensions listed in Table 1 to the Extension List, and select Circular for Hunt Type. Select the Voic tab. 12. In the Voic tab, uncheck Voic On. Select the Queuing tab. 8 of 31

9 13. In the Queuing tab, uncheck Queuing On and click OK. Configure eivr hunt group as system voic 14. In the Manager window, go to the Configuration Tree and double-click System. In the System tab of the System Configuration window that appears, verify License Server IP Address is set to the IP address of the machine to which the Avaya Software Sentinel key (dongle) is connected. If the dongle is connected to Avaya IP Office directly, it should be left blank. Select the Voic tab. Note: Changing the Password and Confirm Password fields above can modify the Avaya IP Office password. 9 of 31

10 15. In the Voic tab that appears, select Group for Voic Type, set Voic Destination to eivr and click OK. Create a phantom extension to be used for Automated Attendant 16. In the Manager window, go to the Configuration Tree and double-click User. In the right hand pane, right-click New to add a user. 17. In the User window that appears, set Name to the name of the first phantom extension name listed in Table 1, set Extension to the extension number associated with the first phantom extension in Table 1. Select the Voic tab. 10 of 31

11 18. In the Voic tab, verify Voic On is checked. If it is not, check Voic On. Click OK. 19. In the first popup that appears, click No. 20. In the next popup that appears, click Yes. 21. Repeat Steps for each phantom extension required. For the purposes of these Application Notes, only phantom extension 6570 was created. Configure incoming call route to route calls to phantom1 Automated Attendant 22. In the Manager window, go to the Configuration Tree and double-click Incoming Call Route. In the right hand pane, right-click New to add an incoming call route. 11 of 31

12 23. In the Incoming Call Route window that appears, set Line group ID to a unique number, set Destination to phantom1. Click OK. Note: Make sure no other incoming call route is configured with the same Line group ID. Assign incoming call route to inbound trunks being used 24. In the Manager window, go to the Configuration Tree and double-click Line. In the list of lines that appear, double click the line (analog or digital) whose incoming calls are to be routed to the Automated Attendant associated with the phantom1 extension. 12 of 31

13 25. In the window that appears, set Incoming Group ID to the value used for Line group ID in Step 23. A similar procedure is used on the T1/PRI lines. Click OK. 26. Repeat Steps for each line (trunk) assigned to the Incoming Call Route. Configure user extensions 27. In the Manager window, go to the Configuration Tree and double-click Extension. In the list of extensions that appear, double click the Port that will be associated with the first end user listed in Table of 31

14 28. In the Extension window that appears, set Extension to the extension number of the first end user in Table 1. Click OK. 29. In the Manager window, go to the Configuration Tree and double-click User. In the right hand pane, right-click New to add a user. 30. In the User window that appears, set Name to the name of the first end user listed in Table 1, set Extension to the extension number associated with the first end user in Table 1. Click OK. 14 of 31

15 31. Repeat Steps for each end user extension listed in Table 1. For the purposes of these Application Notes, end user extensions , , and 6517 were created. Create a phantom hunt group to be used for another Automated Attendant menu 32. In the Manager window, go to the Configuration Tree and double-click Hunt Group. In the right hand pane, right-click New to add a hunt group. 33. In the hunt group window that appears, set Name to the name of the eivr phantom hunt group listed in Table 1, set Extension to the extension number listed for the eivr phantom hunt group in Table 1, add eivr to the Overflow Group List, and select Linear for Hunt Type. Select the Voic tab. 15 of 31

16 34. In the Voic tab, uncheck Voic On. Select the Queuing tab. 35. In the Queuing tab, uncheck Queuing On and click OK. Install CTI Link Pro license 36. In the Manager window, go to the Configuration Tree and double-click License. In the righthand pane, right-click New in the popup that appears. 37. In the License popup that appears, enter the license string for the CTI Link Pro license and click OK. 38. In the Manager window, select File Save to push the configuration to IP Office and wait for the system to update. This completes configuration of Avaya IP Office. 16 of 31

17 4. Configure Computer Instruments eivr PC The configuration information provided in this section describes the steps required to configure Computer Instruments eivr to work with Avaya IP Office. For all other provisioning information, such as software installation, installation of optional components, and/or the configuration of eivr, please refer to the Computer Instruments eivr product documentation in reference [3] Configure eivr Initialization File The steps in this section are typically performed by the Computer Instruments installer and are provided in these Application Notes for completeness. Step Description 1. Log into the eivr PC with administrative privileges. 2. Open C:\Winnt\EIVR.ini (using notepad or another text editor). In the INI file, search for the [Switch] section and set IPOffice to 1, TapiRing to 0 and TapiDrop to 1. If either the [Switch] section or the entries are missing, add the entries to the file. [Switch] IPOffice=1 TapiRing=0 TapiDrop=1 3. In the same INI file, look for the [IPOffice] section and set up a channel entry for each eivr port extension listed in Table 1. Leave VMExt blank for this configuration. [IPOffice] VMExt= Chan1=6581 Chan2=6582 Chan3=6583 Chan4=6584 Note: Failure to properly match ports to extensions will prevent eivr from operating properly Install and Configure Avaya TAPI Driver Step Description 1. From the eivr PC, launch the Avaya IP Office User Suite setup.exe in the CDROM drive from an account with administrative privileges. 2. Click Next in the InstallShield wizard until the Select Components window appears. Check TAPI to install the IP Office TAPI driver on the PC. 3. Click Next to complete the installation of the Avaya IP Office User Suite. At the InstallShield Wizard Complete window, click Finish. 4. Go to Start Control Panel and double-click the Phone and Modem Options icon in the Control Panel window that appears. 5. In the Phone and Modem Options window that appears, select the Advanced tab. 17 of 31

18 6. In the Advanced tab window that appears, highlight Avaya IP Office TAPI2 Service Provider and click Configure 7. In the Avaya TAPI2 configuration window that appears, set Switch IP Address to the IP address of Avaya IP Office, select Third Party, set Switch Password to the IP Office password defined in Section 3 Step 14, uncheck WAV Users, and uncheck ACD Queues. Click OK. 8. In the Phone and Modem Options window, click OK. 18 of 31

19 9. Reboot the PC for the changes to take effect. This completes configuration of the Avaya TAPI Driver on the eivr PC Configure eivr Step Description 1. Log into the eivr PC with administrative privileges. Go to Start Programs Voice Server Service Manager to launch the eivr FireDaemon OEM Service Manager application. 2. Verify all listed services are Running. 3. Go to Start Programs Voice Server Voice Administrator to launch the eivr Administrator application. 19 of 31

20 Create end user extension voic accounts 4. In the e-ivr Administration window that appears, select Voice Apps Extension Manager ( ) on the left hand menu pane. 5. In the Extension Manager window that appears, click New. 6. In the New Extension popup that appears, set Extension to the first end user extension number listed in Table 1 and click Save. 20 of 31

21 7. In the Extension Manager window, set First Name to the end user s first name as listed in Table 1, set Last Name to the end user s last name as listed in Table 1. Select the Mailbox tab. Note: If the end user in Table 1 has only one name, leave First Name blank and set Last Name to the end user s name. 21 of 31

22 8. In the Mailbox tab that appears, check Voic Subscriber. Click Save. 9. Repeat Steps 5 8 for each end user extension listed in Table 1. When finished, click Exit in the Extension Manager window. For the purposes of these Application Notes, voic accounts were setup for end user extensions , , and Configure eivr to work with Avaya IP Office 10. In the e-ivr Administration window, select Voice Apps System Config ( ) on the left hand menu pane. 22 of 31

23 11. In the System Config window that appears, set PBX Integration to Avaya IP Office, set Default Application to 1000 Default Application, set Default Operator to Operator. Click Save Settings. Select the Channel tab. 23 of 31

24 12. In the Channel tab that appears, verify all eivr ports (channels) listed are associated with Voic Server application. Close the System Config window. Configure eivr Automated Attendant 13. In the e-ivr Administration window, select Voice Apps Menu Manager ( ) on the left hand menu pane. 14. In the Menu Manager window that appears, click New (not shown). 15. In the New Application popup that appears (not shown), set Application Name to a name for the automated attendant application such as Automated Attendant DTMF. Click Save. 24 of 31

25 16. In the Menu Manager window, set Menu to the Application Name defined in Step 15, set Settings to English Female, type the automated attendant welcome greeting in the windowpane and select Text-To-Speech. Click Touch-Tone Keypad 1, set Button Action to Direct Transfer and set Button Parameter to OPERATOR. Click Touch-Tone Keypad 2, set Button Action to Direct Transfer and set Button Parameter to MARKETING. Click Touch-Tone Keypad 3, set Button Action to Direct Transfer and set Button Parameter to 6511 TECH SUPPORT. Click Touch-Tone Keypad 4, set Button Action to Direct Transfer and set Button Parameter to 6517 RETURNS. Click OK. 17. In the e-ivr Administration window, select Voice Apps System Config ( ) on the left hand menu pane. 18. In the System Config window that appears (not shown), select the Application tab. In the Application tab that appears (not shown), click New. 25 of 31

26 19. In the New Application popup that appears, set Application Name to a name for the automated attendant menu. Click Save. 20. In the Application tab, set Application Name to the application name created in Step 19, set Day Action to Menu, set Day Parameter to the application name created in Step 15, set Day Operator to 6501 OPERATOR, set Night Action to Menu, set Night Parameter to the application name created in Step 15, set Night Operator to 6501 OPERATOR. Click Save. Associate eivr Automated Attendant to phantom extension phantom1 21. In the e-ivr Administration window, select Voice Apps Extension Manager ( ) on the left hand menu pane. 26 of 31

27 22. In the Extension Manager window that appears, click New. 23. In the New Extension popup that appears (not shown), set Extension to 6570 and click Save. 27 of 31

28 24. In the Extension Manager window, set First Name to EIVR, set Last Name to PHANTOM1, check Allow Call Transfer, check Execute an Application, and select Application 1005 Automated Menu DTMF. Click Save. 25. In the Update Complete popup that appears, click OK. Configure eivr Speech Enabled Automated Attendant 26. Repeat Steps to configure the eivr Speech Enabled Automated Attendant. 27. Repeat Steps to configure the Speech Enabled Automated Attendant to be associated with the eivr Speech Enabled Automated Attendant phantom hunt group. This completes configuration of eivr. 5. Interoperability Compliance Testing Interoperability compliance testing examined the ability of Computer Instruments eivr to work with Avaya IP Office. The following eivr features were verified: basic automated attendant, speech enabled automated attendant and voic . 28 of 31

29 5.1. General Test Approach Feature functionality testing was performed manually. Inbound calls were made to Avaya IP Office through analog and T1/PRI trunks, as well as from internal extensions (analog, digital and IP Telephone). Depending on the test case, inbound calls were routed to either phantom extensions or hunt groups for response by associated automated attendants or to the eivr hunt group for call coverage. For automated attendant functionality, upon receipt of a call at a particular phantom extension (or hunt group), eivr would run an application such as an automated attendant and transfer calls according to user spoken or DTMF input. For voic functionality, upon receipt of a covered call, eivr played the extension user s voic recording, stored the voic left by the caller and enabled the extension user s message waiting lamp to indicate new voic received. A load test was accomplished using a call generator to generate inbound calls over the PRI trunk to Avaya IP Office. The call generator script would navigate the eivr automated attendant and select a transfer to a destination extension, which would not answer. Upon being routed to coverage, the call generator was written to leave a voic and hang up. A second script was then used to place another inbound call over the PRI trunk to Avaya IP Office, navigate the eivr automated attendant, log into the called extension s voic , retrieve the voic , delete it and hang up Test Results All executed test cases were completed successfully. 6. Verification Steps The following steps may be used to verify the configuration: To verify network connectivity, ping all the devices depicted in Figure 1 from the Computer Instruments eivr PC. To verify TAPI is enabled on Avaya IP Office, confirm the CTI Link Pro license is installed and valid via Avaya IP Office Manager (Section 3). To verify eivr is TAPI enabled, confirm the Avaya TAPI Driver is installed and configured on the eivr (Section 4.2). To verify eivr is properly receiving calls, call the eivr hunt group and verify eivr answers the call and plays the appropriate automated attendant for the call. 7. Support For technical support on eivr, consult Computer Instruments at or contact the Computer Instruments Technical Support at: Phone: support@instruments.com 29 of 31

30 8. Conclusion These Application Notes describe the steps for configuring Computer Instruments eivr Voic and Automated Attendant to work with Avaya IP Office. All test cases completed successfully. 9. Additional References Product documentation for Avaya products may be found at [1] Avaya IP Office Manager, Issue 17o, 1 st February 2006 [2] Avaya IP Office CTI Link Installation Manual, 40DHB0002UKCC Issue 4, 05/08/2002 Product documentation for Computer Instruments eivr is provided in the Installation CD. [3] Installing eivr on IP Office 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 DeveloperConnection Program at 31 of 31