Application Notes for Zeacom Communications Center with Avaya Communication Manager using Avaya Application Enablement Services Issue 1.

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for Zeacom Communications Center with Avaya Communication Manager using Avaya Application Enablement Services Issue 1.0 Abstract These Application Notes describe the configuration steps required for Zeacom Communications Center to interoperate with Avaya Communication Manager using Avaya Application Enablement Services. Zeacom Communications Center is a multi-channel and multi-contact solution that can handle voice, fax, web, and contacts. The compliance testing focused on the voice integration with Avaya Communication Manager via Avaya Application Enablement Services. Information in these Application Notes has been obtained through DeveloperConnection compliance testing and additional technical discussions. Testing was conducted via the DeveloperConnection Program at the Avaya Solution and Interoperability Test Lab. 1 of 44

2 1. Introduction Zeacom Communications Center is a multi-channel and multi-contact solution that can handle voice, fax, web, and contacts. The compliance testing focused on the voice integration with Avaya Communication Manager via Avaya Application Enablement Services (AES). The Zeacom Communications Center server uses the Avaya AES Telephony Services Application Programming Interface (TSAPI) service to query and monitor devices such as VDNs, ACD/Skill groups, and agent extensions on Avaya Communication Manager. Incoming calls are routed by Zeacom Communications Center using the TSAPI adjunct routing capability. The contact center agents have desktop computers running the Zeacom Executive Desktop client software, and are networked to the Zeacom Communications Center server via TCP/IP. Call related actions such as answering of incoming calls could be initiated via the agent telephone, or via the agent desktop by using the TSAPI call control capabilities. The Zeacom Communications Center server populates the answering agent s desktop screen with call related information, by using the TSAPI event reports received from Avaya Communication Manager for the monitored devices. Figure 1: Zeacom Communications Center with Avaya Communication Manager using Avaya AES 2 of 44

3 Zeacom Communications Center also has a Voic application. To support the Voic application, there is a physical connection between the Analog Line card on Avaya Communication Manager and the Dialogic Analog card on Zeacom Communications Center. Each analog port is administered as an analog station on Avaya Communication Manager, with Zeacom Communications Center monitoring these devices via TSAPI. Calls to the Voic application VDN will be routed by Zeacom Communications Center over an available analog voic port. Message waiting lamps are turned on/off by the Zeacom Communications Center utilizing the TSAPI set value capability. 2. Equipment and Software Validated The following equipment and software were used for the sample configuration provided: Avaya S8700 Servers Equipment Avaya MCC1 Media Gateway TN799DP C-LAN Circuit Pack TN2302AP IP Media Processor Circuit Pack TN742 Analog Line Software Avaya Communication Manager 4.0, R014x HW01 FW015 HW13 FW095 Vintage 19 Avaya Application Enablement Services 4.0, build 47.3 Avaya C363T-PWR Converged Stackable Switches Avaya 4610SW IP Telephones (H.323) 2.7 Zeacom Communications Center on Alliance Systems Server Dialogic 120JCT-LS-Rev Analog Card Zeacom Executive Desktop on Dell Precision Windows Server Windows XP Professional SP2 3 of 44

4 3. Configure Avaya Communication Manager The detailed administration of basic connectivity between Avaya Communication Manager and Avaya AES are not the focus of these Application Notes and will not be described. The detailed administration of contact center devices such as ACD/Skill groups, logical agent IDs, and agent stations are assumed to be in place and not covered in these Application Notes. For administration of basic connectivity to Avaya AES and contact center devices, refer to the appropriate documentation listed in Section 10. This section provides the procedures for the following: Verify Avaya Communication Manager license Administer TSAPI Computer Telephony Integration (CTI) link Administer vectors and VDNs Administer voic coverage path Administer voic users Administer voic ports For the compliance testing, the following contact center devices were used. The configuration of vectors and Vector Directory Numbers (VDNs) are covered in Section 3.3. Device Type Device Number/Extension VDNs 22901, 22902, 22903, 22904, 22905, 22906, Vectors 900, 901, 902, 903, 904, 905 Skill group Logical agent IDs 53001, Agent stations 22991, Failure covering station Voic port of 44

5 3.1. Verify Avaya Communication Manager License Log into the System Access Terminal (SAT) to verify that the Avaya Communication Manager license has proper permissions for features illustrated in these Application Notes. Use the display system-parameters customer-options command to verify that the Computer Telephony Adjunct Links customer option is set to y on Page 3. If this option is not set to y, then contact the Avaya sales team or business partner for a proper license file. display system-parameters customer-options Page 3 of 11 OPTIONAL FEATURES Abbreviated Dialing Enhanced List? y Audible Message Waiting? y Access Security Gateway (ASG)? n Authorization Codes? y Analog Trunk Incoming Call ID? y Backup Cluster Automatic Takeover? n A/D Grp/Sys List Dialing Start at 01? y CAS Branch? n Answer Supervision by Call Classifier? y CAS Main? n ARS? y Change COR by FAC? n ARS/AAR Partitioning? y Computer Telephony Adjunct Links? y ARS/AAR Dialing without FAC? y Cvg Of Calls Redirected Off-net? y ASAI Link Core Capabilities? y DCS (Basic)? y ASAI Link Plus Capabilities? y DCS Call Coverage? Y Navigate to Page 6, and verify that the Vectoring (Basic) customer option is set to y, as shown below. display system-parameters customer-options Page 6 of 11 CALL CENTER OPTIONAL FEATURES Call Center Release: 3.0 ACD? y BCMS (Basic)? y BCMS/VuStats Service Level? y BSR Local Treatment for IP & ISDN? n Business Advocate? n Call Work Codes? y DTMF Feedback Signals For VRU? n Dynamic Advocate? n Expert Agent Selection (EAS)? y Reason Codes? y Service Level Maximizer? n Service Observing (Basic)? y Service Observing (Remote/By FAC)? y Service Observing (VDNs)? y Timed ACW? y Vectoring (Basic)? y Vectoring (Prompting)? y Vectoring (G3V4 Enhanced)? Y 5 of 44

6 3.2. Administer TSAPI CTI Link Add a CTI link using the add cti-link n command, where n is an available CTI link number. Enter an available extension number in the Extension field. Note that the CTI link number and extension number may vary. Enter ADJ-IP in the Type field, and a descriptive name in the Name field. Default values may be used in the remaining fields. Submit these changes. add cti-link 4 Page 1 of 2 CTI LINK CTI Link: 4 Extension: 2204 Type: ADJ-IP COR: 1 Name: Zeacom TSAPI CTI link 3.3. Administer Vectors and VDNs Administer a set of vectors and VDNs per Zeacom Communications Center installation documentation. These vectors and VDNs provide general routing and different call treatments to incoming calls. The vectors and VDNs that were used for the compliance testing are shown below. VDN Vector Purpose Ring treatment Music treatment Busy treatment Failure coverage Voic routing General routing for the Sales application General routing for the Support application 6 of 44

7 Failure Coverage Modify a vector using the change vector n command, where n is an available vector number. This vector will provide failure coverage and routing to the CTI link defined in Section 3.2. Note that the vector Number and route-to number may vary, and that the route-to number is used as the covering point in case of failure from the adjunct routing step. In the compliance testing, an existing station extension of is used as the covering point. As shown below, use SC Fail as the vector Name, with the wait treatment and remaining vector steps as specified in the Zeacom Communications Center installation document. Submit these changes. change vector 904 Page 1 of 3 CALL VECTOR Number: 904 Name: SC Fail Multimedia? n Meet-me Conf? n Lock? n Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? n Holidays? n Variables? n 3.0 Enhanced? n 01 adjunct routing link 4 02 wait-time 5 secs hearing silence 03 route-to number with cov n if unconditionally 04 stop 05 Add a VDN using the add vdn n command, where n is an available extension. Associate this VDN with the newly added vector, and submit these changes. Name: Vector Number: SC Fail The SC Fail vector number from above. add vdn Page 1 of 2 VECTOR DIRECTORY NUMBER Extension: Name: SC Fail Vector Number: of 44

8 General Routing Modify a vector using the change vector n command, where n is an available vector number. This vector will provide general routing to the CTI link defined in Section 3.2. Note that the vector Number and route-to number may vary, and that the route-to number is used as the covering point in case of failure from the adjunct routing step. Enter a descriptive name for the vector Name field, and configure the remaining vector steps as specified in the Zeacom Communications Center installation document. change vector 900 Page 1 of 3 CALL VECTOR Number: 900 Name: Zeacom User Q Multimedia? n Meet-me Conf? n Lock? n Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? n Holidays? n Variables? n 3.0 Enhanced? n 01 adjunct routing link 4 02 wait-time 5 secs hearing i-silent 03 route-to number with cov n if unconditionally 04 stop 05 For each incoming call application, add a VDN using the add vdn n command, where n is an available extension. Associate this VDN with the newly added vector, and submit these changes. For the compliance testing, two VDNs were added, as shown below. Name: Vector Number: A descriptive name. The Zeacom User Q vector number from above. add vdn Page 1 of 2 VECTOR DIRECTORY NUMBER Extension: Name: Zeacom Sales Vector Number: 900 add vdn Page 1 of 2 VECTOR DIRECTORY NUMBER Extension: Name: Zeacom Support Vector Number: of 44

9 Ring Treatment Modify a vector using the change vector n command, where n is an available vector number. This vector will provide ring treatment and routing to the CTI link defined in Section 3.2. Note that the vector Number and route-to number may vary, and that the route-to number is used as the covering point in case of failure from the adjunct routing step. Enter a descriptive name for the vector Name field, and configure the remaining vector steps as specified in the Zeacom Communications Center installation document. change vector 901 Page 1 of 3 CALL VECTOR Number: 901 Name: SC Ring Multimedia? n Meet-me Conf? n Lock? n Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? n Holidays? n Variables? n 3.0 Enhanced? n 01 adjunct routing link 4 02 wait-time 60 secs hearing ringback 03 route-to number with cov n if unconditionally 04 stop 05 Add a VDN using the add vdn n command, where n is an available extension. Associate this VDN with the newly added vector, and submit these changes. Name: Vector Number: SC Ring The SC Ring vector number from above. add vdn Page 1 of 2 VECTOR DIRECTORY NUMBER Extension: Name: SC Ring Vector Number: of 44

10 Music Treatment Modify a vector using the change vector n command, where n is an available vector number. This vector will provide music treatment and routing to the CTI link defined in Section 3.2. Note that the vector Number and route-to number may vary, and that the route-to number is used as the covering point in case of failure from the adjunct routing step. Enter a descriptive name for the vector Name field, and configure the remaining vector steps as specified in the Zeacom Communications Center installation document. change vector 902 Page 1 of 3 CALL VECTOR Number: 902 Name: SC Music Multimedia? n Meet-me Conf? n Lock? n Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? n Holidays? n Variables? n 3.0 Enhanced? n 01 adjunct routing link 4 02 wait-time 60 secs hearing music 03 route-to number with cov n if unconditionally 04 stop 05 Add a VDN using the add vdn n command, where n is an available extension. Associate this VDN with the newly added vector, and submit these changes. Name: Vector Number: SC Music The SC Music vector number from above. add vdn Page 1 of 2 VECTOR DIRECTORY NUMBER Extension: Name: SC Music Vector Number: of 44

11 Busy Treatment Modify a vector using the change vector n command, where n is an available vector number. This vector will provide busy treatment and routing to the CTI link defined in Section 3.2. Note that the vector Number may vary. Enter a descriptive name for the vector Name field, and configure the remaining vector steps as specified in the Zeacom Communications Center installation document. change vector 903 Page 1 of 3 CALL VECTOR Number: 903 Name: SC Busy Multimedia? n Meet-me Conf? n Lock? n Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? n Holidays? n Variables? n 3.0 Enhanced? n 01 adjunct routing link 4 02 busy 03 Add a VDN using the add vdn n command, where n is an available extension. Associate this VDN with the newly added vector, and submit these changes. Name: Vector Number: SC Busy The SC Busy vector number from above. add vdn Page 1 of 2 VECTOR DIRECTORY NUMBER Extension: Name: SC Busy Vector Number: of 44

12 Voic Routing Modify a vector using the change vector n command, where n is an available vector number. This vector will provide voic routing to the CTI link defined in Section 3.2. Note that the vector Number may vary. Enter a descriptive name for the vector Name field, and configure the remaining vector steps as specified in the Zeacom Communications Center installation document. change vector 905 Page 1 of 3 CALL VECTOR Number: 905 Name: Voic Multimedia? n Meet-me Conf? n Lock? n Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? n Holidays? n Variables? n 3.0 Enhanced? n 01 adjunct routing link 4 02 wait-time 120 secs hearing ringback 03 stop 04 Add a VDN using the add vdn n command, where n is an available extension. Associate this VDN with the newly added vector, and submit these changes. Name: Vector Number: Voic The Voic vector number from above. add vdn Page 1 of 2 VECTOR DIRECTORY NUMBER Extension: Name: Voic Vector Number: of 44

13 3.4. Administer Voic Coverage Path Add a coverage path using the add coverage path n command, where n is an available coverage path number. For the Point1 field, enter v22905 to designate the Voic VDN from Section as the first coverage point. Submit these changes. add coverage path 7 COVERAGE PATH Coverage Path Number: 7 Next Path Number: Hunt after Coverage? n Linkage COVERAGE CRITERIA Station/Group Status Inside Call Outside Call Active? n n Busy? n n Don't Answer? y y Number of Rings: 2 All? n n DND/SAC/Goto Cover? n n Holiday Coverage? n n COVERAGE POINTS Terminate to Coverage Pts. with Bridged Appearances? n Point1: v22905 Rng: Point2: Point3: Point4: Point5: Point6: 3.5. Administer Voic Users Use the change station n command, where n is the extension of a user that will use the Zeacom Voic application. In the Coverage Path 1 field, enter the Voic coverage path number from Section 3.4. Submit these changes. Repeat this section for all voic users. In the compliance testing, all agents were configured to use the Zeacom Voic application for call coverage. change station Page 1 of 5 STATION Extension: Lock Messages? n BCC: 0 Type: 4610 Security Code: TN: 1 Port: S00016 Coverage Path 1: 7 COR: 1 Name: Tai Li H323 x22991 Coverage Path 2: COS: 1 Hunt-to Station: STATION OPTIONS Time of Day Lock Table: Loss Group: 19 Personalized Ringing Pattern: 1 Message Lamp Ext: Speakerphone: 2-way Mute Button Enabled? y Display Language: english Survivable GK Node Name: Survivable COR: internal Media Complex Ext: Survivable Trunk Dest? y IP SoftPhone? n Customizable Labels? y 13 of 44

14 3.6. Administer Voic Ports Add a voic port using the add station n command, where n is an available extension. Enter the following values for the specified fields, retain the default values for the remaining fields, and submit these changes. Type: 2500 Port: An available port on the Analog Line card. Name: A descriptive name. Repeat this section to add all voic ports. In the compliance testing, only one voic port was configured. add station Page 1 of 4 STATION Extension: Lock Messages? n BCC: 0 Type: 2500 Security Code: TN: 1 Port: 02A0606 Coverage Path 1: COR: 1 Name: Zeacom Voic Coverage Path 2: COS: 1 Hunt-to Station: Tests? y STATION OPTIONS Time of Day Lock Table: Loss Group: 1 Message Waiting Indicator: none Off Premises Station? n Survivable COR: internal Survivable Trunk Dest? y 14 of 44

15 4. Configure Avaya Application Enablement Services This section provides the procedures for configuring Avaya AES. The procedures include the following areas: Verify AES license Administer TSAPI link Obtain Tlink name Administer Zeacom user Restart TSAPI service 4.1. Verify AES License Access the AES Operations, Administration, and Maintenance (OAM) web-based interface by using the URL in an Internet browser window, where ipaddress is the IP address of the AES server. The Login screen is displayed as shown below. Log in with the appropriate credentials. 15 of 44

16 The Welcome to OAM screen is displayed next. Select CTI OAM Admin from the left pane. The Welcome to CTI OAM Screens is displayed. Verify that AES is licensed for the TSAPI service, as shown in the bottom of the screen below. If the TSAPI service is not licensed, contact the Avaya sales team or business partner for a proper license file. 16 of 44

17 4.2. Administer TSAPI Link To administer a TSAPI link, select Administration > CTI Link Admin > TSAPI Links from the left pane. The TSAPI Links screen is displayed, as shown below. Click Add Link. The Add / Edit TSAPI Links screen is displayed next. The Link field is only local to the AES server, and may be set to any available number. For the Switch Connection field, select the relevant switch connection from the drop-down list. In this case, the existing switch connection devcon27s8700 is selected. For the Switch CTI Link Number field, select the CTI link number from Section 3.2. Click Apply Changes. The Apply Changes to Link screen is displayed. Click Apply. 17 of 44

18 4.3. Obtain Tlink Name Select Administration > Security Database > Tlinks from the left pane. The Tlinks screen shows a listing of the Tlink names. The AES server, upon creation of a new switch connection, automatically generates a new Tlink name. Locate the Tlink name associated with the relevant switch connection, which would use the name of the switch connection as part of the Tlink name. Make a note of the associated Tlink name, to be used later for configuring the Zeacom Communications Center server. In this case, the associated Tlink name is AVAYA#DEVCON27S8700#CSTA#AES- DEVCON2. Note the use of the switch connection devcon27s8700 as part of the Tlink name. 18 of 44

19 4.4. Administer Zeacom User Administer a new user account for the Zeacom Communications Center server, which is created from the AES User Management web pages. Select OAM Home, located at the upper right corner of the screen, to display the Welcome to OAM screen below. Select User Management from the left pane. The Welcome to the User Management home page screen is displayed, as shown below. 19 of 44

20 Select User Management > Add User from the left pane. In the Add User screen shown below, enter descriptive values for the User Id, Common Name, Surname, User Password, and Confirm Password fields. For the Avaya Role field, select userservice.useradmin from the drop-down list. For the CT User field, select Yes from the drop-down list. Retain the default value in the remaining fields. Click Apply at the bottom of the screen (not shown below). 20 of 44

21 Next, administer the permissions for the Zeacom user, which is administered from the AES CTI OAM Admin web pages. Select OAM Home, located at the upper right corner of the screen, to display the Welcome to OAM screen shown in Section 4.1. Select CTI OAM Admin from the left pane, to display the Welcome to CTI OAM Screens shown in Section 4.1. Select Administration > Security Database > CTI Users > List All Users from the left pane, to get a listing of all CTI users. Select the user ID created for the Zeacom Communications Center server, and click Edit. The Edit CTI User screen is displayed next. Click Enable next to Unrestricted Access, followed by Apply Changes. This will provide the Zeacom Communications Center server with unrestricted access, which was used for the compliance testing. If unrestricted access is not desired, then consult the appropriate documentation in Section 10 for guidance on configuring the user privileges. 21 of 44

22 The Apply Changes to Device Properties screen is displayed next. Click Apply Restart TSAPI Service Select Maintenance > Service Controller from the left pane. The Service Controller screen is displayed, and shows a listing of the services and associated status. Check the TSAPI Service, and click Restart Service. The following Restart Service screen is displayed. Click Restart to confirm. 22 of 44

23 5. Configure Zeacom Communications Center This section provides the procedures for configuring the Zeacom Communications Center server. The procedures include the following areas: Launch Administrator application Verify Zeacom license Administer PBX Administer queues Administer PBX settings Administer class Administer phonebook Administer lines Zeacom installation technicians or third party resellers typically perform configuration of Zeacom Communications Center. The procedural steps are presented in these Application Notes for informational purposes Launch Administrator Application From the Zeacom Communications Center server, launch the Administrator application by double-clicking on the Administrator icon shown below, which was created as part of installation. The Administrator login screen is displayed. Enter the administrator credentials, and click OK. 23 of 44

24 The following Administrator screen is displayed next Verify Zeacom License Select General > Licenses from the left pane. The license information is displayed into the right pane. Verify that the following licenses are in place: Agent Desktop, CT Control, and DefinityPBX. If the Zeacom Voic application is utilized, then verify there is one UC User License for each voic user. 24 of 44

25 5.3. Administer PBX Select File > System Setup from the top menu. The System Setup screen is displayed. Select the PBX tab, and click Add to add a PBX. The Add New PBX dialog box is displayed. Select Definity from the PBX Type field dropdown list. Check the Start the PBX now checkbox. Retain the default values in the remaining fields, and click OK. 25 of 44

26 The System Setup screen is displayed again with the newly added PBX. Click OK Administer Queues The Administrator screen is displayed again. Select Queuing > Queues from the left pane. Click the Add Wizard icon, located in the upper left of the screen, to add a queue. The Adding a New Queue Select the PBX screen is displayed. Select Definity, and click Next. 26 of 44

27 The Adding a New Queue Configure the new Queue screen is displayed. Enter the name and extension of the Voic VDN from Section into the Queue Name and Queue fields respectively. Retain the default value in the remaining fields, and click Next. The Adding a New Queue Verify new Queue settings screen is displayed. Click Finish. Repeat this section to add a queue for each routing VDN from Section 3.3. The screen below shows the queues that were created for the compliance testing. 27 of 44

28 5.5. Administer PBX Settings Select File > System Setup from the top menu. The System Setup screen is displayed. Select the Definity entry, and click Configure. 28 of 44

29 The Definity PBX Setup screen is displayed next. Enter the following values for the specified fields. PBX Driver Name: The Tlink name from Section 4.3. Voic Queue: Select the Voic routing VDN from Section 3.3. Ringing: The ring treatment VDN from Section 3.3. Music: The music treatment VDN from Section 3.3. Busy: The busy treatment VDN from Section 3.3. Failover: The failure coverage VDN from Section 3.3. User Name: The user ID from Section 4.4. Password: The user password from Section 4.4. Check the checkboxes for Monitor extensions automatically and Using Avaya AES. Retain the default values for the remaining fields, and click OK. 29 of 44

30 5.6. Administer Class In the Administrator screen, select Queuing > Agent Login Classes from the left pane. Click the Add Wizard icon, located in the upper left of the screen, to add an agent login class. The Adding New Agent Login Class Enter the class name screen is displayed. Enter a descriptive name and click Next. The Adding New Agent Login Class Select the Queues screen is displayed next. Check the checkboxes for the applicable routing queues (in this case, Sales and Support ), and click Next. 30 of 44

31 The Adding New Agent Login Class Verify new class settings screen is displayed. Click Finish Administer Phonebook In the Administrator screen, select General > Phonebook from the left pane. Click the Add Wizard icon, located in the upper left of the screen, to add a phonebook contact. 31 of 44

32 The Adding Phonebook Contact Enter the Contact Name screen is displayed. Enter descriptive names into the First Name and Last Name fields for the agent, and click Next. The Adding Phonebook Contact Select the Company screen is displayed. Click Next. The Adding Phonebook Contact Enter the Contact Details screen is displayed next. In the Extension field, enter the agent station extension. Click Next. 32 of 44

33 The Adding Phonebook Contact Select the Default Number screen is displayed. Click Next. The Adding Phonebook Contact Select the Security Class screen is displayed next. Select Agent: Zeacom, and click Next. The Adding Phonebook Contact Create the Mailbox screen is displayed. Check the Yes, create the new Mailbox for this contact now checkbox, and click Next. 33 of 44

34 The Adding Phonebook Contact Select the Mailbox Class screen is displayed. Select User, and click Next. The Adding Phonebook Contact Register the new Contact as an Agent screen is displayed next. Check the Yes, register this Contact as an Agent now checkbox, and click Next. The Adding Phonebook Contact Select Agent Login Class screen is displayed. Click Next. 34 of 44

35 The Adding Phonebook Contact Verify new Contact settings screen is displayed next. Click Finish. Repeat this section to administer all agents as phonebook contacts Administer Lines In the Administrator screen, select General > Lines from the left pane. Click the Add Wizard icon, located in the upper left of the screen, to add a line. The Adding Line Select PBX screen is displayed. Click Next. 35 of 44

36 The Adding Line Configure the Phone line screen is displayed. In the Extension Number field, enter the extension number of the voic port from Section 3.6. Click Next. The Adding Line Verify new line settings screen is displayed. Click Finish. Repeat this section to add a line for each voic port and agent station. The screen below shows the lines that were created for the compliance testing. Note that the names were automatically picked up from the TSAPI device queries. 36 of 44

37 6. Interoperability Compliance Testing The interoperability compliance test included feature and serviceability testing. The feature testing focused on verifying Zeacom Communications Center handling of TSAPI messages in the areas of adjunct routing, call control, event notification, value query, request feature, and set value. Testing also included rainy day scenarios to verify successful handling of negative acknowledgements. The serviceability testing focused on verifying the ability of Zeacom Communications Center to recover from adverse conditions, such as busying out the CTI link and disconnecting the Ethernet cable for the CTI link General Test Approach The feature test cases were performed both automatically and manually. Upon start of the Zeacom Communications Center application, the application automatically queries Avaya Communication Manager for device status and requests monitoring. For the manual part of the testing, incoming calls were made to the general routing VDNs. The Zeacom Communications Center server utilized the query results and event reports to track agent states, and specified calls to be routed to available agents. Manual call controls from both the agent telephones and the agent desktop computers were exercised to verify remaining feature functionalities such as answering and transferring of calls. Voic was tested by not answering the calls at the agents, and have the calls cover to the Zeacom Voic application with proper activation of the agent message waiting lamps. Manual calls were then made from the agent to the Voic VDN to retrieve the voice messages and verify proper deactivation of the message waiting lamps. The serviceability test cases were performed manually by busying out and releasing the CTI link, and by disconnecting and reconnecting the LAN cables. The verification of tests included human checking of proper states at the telephone sets, and of capturing and analyzing the TSAPI message traces from the Zeacom Communications Center server Test Results All test cases were executed and passed. 37 of 44

38 7. Verification Steps This section provides the tests that can be performed to verify proper configuration of Avaya Communication Manager, Avaya AES, and Zeacom Communications Center Verify Avaya Communication Manager Verify the status of the administered CTI link by using the status aesvcs cti-link command. Verify the Service State is established for the CTI link number administered in Section 3.2, as shown below. status aesvcs cti-link AE SERVICES CTI LINK STATUS CTI Version Mnt AE Services Service Msgs Msgs Link Busy Server State Sent Rcvd 4 4 no AES-DevCon2 established no devconaes01 established no down of 44

39 7.2. Verify Avaya AES From the AES CTI OAM Admin web pages, verify the status of the TSAPI link by selecting Status and Control > Services Summary from the left pane. Select the radio button for TSAPI Service, and click Details. The TSAPI Link Details screen is displayed. Verify that the Conn Status is Talking, as shown below. 39 of 44

40 7.3. Verify Zeacom Communications Center From the agent desktop running the Zeacom Executive Desktop client software, double-click on the Desktop Manager icon shown below, which was created as part of installation. The Desktop login screen is displayed. Enter a valid login name from Section 5.7, and use the generic default PIN value from Zeacom. Retain the default value in the remaining fields, and click OK. 40 of 44

41 The Desktop John Smith screen is displayed. Click the Log into Queues icon, located in the upper left of the screen. The Log into Queues dialog box is displayed next. For the Class field, select the class name in Section 5.6 from the drop-down list. Retain the default values in the remaining fields, and click OK. 41 of 44

42 Make an incoming call to the Zeacom Sales application, with available agent Verify that the agent desktop is populated with a voice call entry, as shown below. Verify that the State is Offering, the Caller Info displays the calling party number, and that the Origin displays External. Click on the Answer icon to answer the call. Verify that the State is updated to Connected, and that the agent is connected to the caller with two-way talk paths. 42 of 44

43 8. Support Technical support on Zeacom Communications Center can be obtained through the following: Phone: (800) Web: Conclusion These Application Notes describe the configuration steps required for Zeacom Communications Center 4.1 to successfully interoperate with Avaya Communication Manager 4.0 using Avaya AES 4.0. All feature and serviceability test cases were completed. 10. Additional References This section references the product documentation relevant to these Application Notes. Administrator Guide for Avaya Communication Manager, Document , Issue 3.1, February 2007, available at Avaya MultiVantage Application Enablement Services Administration and Maintenance Guide Release 4.0, Document ID , Issue 6, February 2007, available at Definity Installation Manual, Zeacom Library Version 4.1, available via Definity training course provided by Zeacom. 43 of 44

44 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 44 of 44