Abstract. Avaya Solution & Interoperability Test Lab

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for Jebsen & Jessen Communications CallMizz 1.0 with Avaya Aura Communication Manager and Avaya Aura Application Enablement Services Issue 1.0 Abstract These Application Notes describe the procedures for configuring Jebsen & Jessen Communications (J&J) CallMizz 1.0 with Avaya Aura Communication Manager and Avaya Aura Application Enablement Services J&J CallMizz is a Missed Calls Management Application that allows a business to manage such calls and take immediate action to resolve them. J&J CallMizz uses the Java Telephony Application Programming Interface (JTAPI) to interface with Application Enablement Services. 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 27

2 Table of Contents 1. Introduction General Test Approach and Test Results Interoperability Compliance Testing Test Results Support Reference Configuration Equipment and Software Validated Configure Avaya Aura Communication Manager Verify Communication Manager Software Options Configure CTI Link Configure AES Service Configure Avaya Aura Application Enablement Services Verify Application Enablement Services License Administer CTI User Administer Switch Connection Administer TSAPI Link Administer Devices and Device Group Administer CTI User Permission Configure Jebsen & Jessen Communications CallMizz Installation Initial Setup Verification Steps Conclusion Additional References of 27

3 1. Introduction These Application Notes describe a compliance-tested configuration comprised of Avaya Aura Communication Manager 6.0.1, Avaya Aura Application Enablement Services and Jebsen & Jessen Communications (J&J) CallMizz 1.0. J&J CallMizz is a Missed Calls Management Application that allows a business to manage such calls and take immediate action to resolve them. Using a familiar web interface, call center managers can manage missed calls, users and generate reports. J&J CallMizz communicates with Application Enablement Services (AES) using the Java Telephony Application Programming Interface (JTAPI). Using JTAPI, CallMizz monitors the Vector Directory Numbers (VDNs), Hunt Groups and agent stations to obtain call information from the call events, which are then saved to a database for retrieval and reporting using the web interface. 2. General Test Approach and Test Results The general approach was to manually place calls to the Vector Directory Numbers (VDNs) and agents, and verify that J&J CallMizz collected the call information and presented the call records to the users through its web interface Interoperability Compliance Testing The interoperability compliance test included feature and serviceability testing. For feature testing, the types of calls included internal calls and inbound trunk calls. To generate abandon calls, calls were either hung up while queued in the vector or before the agent answered. For serviceability testing, failures such as disconnecting the LAN cable to the J&J CallMizz server and AES server, and rebooting the J&J CallMizz server and Avaya Aura Communication Manager server were applied Test Results All feature and serviceability test cases passed successfully Support For technical support on J&J CallMizz, contact J&J at: Phone: ice@jjsea.com 3 of 27

4 3. Reference Configuration Figure 1 illustrates the test configuration used to verify the J&J solution. J&J CallMizz was installed on a server running Microsoft Windows Client PCs used Microsoft Internet Explorer 7.0 to access the CallMizz web interface. Calls were placed to the Vector Directory Numbers (VDNs) or directly to the agent extensions to generate abandoned or successful calls. Call related information was captured by CallMizz using the JTAPI interface. In the compliance testing, J&J CallMizz monitored the contact center devices shown below. Device Type Extension VDN 14001, Skilled Hunt Group 13001, Agent Station 10001, 10002, Figure 1: Test Configuration 4 of 27

5 4. Equipment and Software Validated The following equipment and software were used for the sample configuration provided: Equipment Software Avaya S8800 Server Avaya Aura Communication Manager with Service Pack 3 ( ) Avaya G650 Media Gateway - TN2312BP IP Server Interface HW07, FW054 TN799DP C-LAN Interface HW01, FW040 TN2602AP IP Media Processor HW02, FW059 Avaya Aura Application Enablement Services Avaya 9640 IP Telephones 3.1 Service Pack 2 (H.323) Avaya 4548GT-PWR Ethernet Routing Switch V Jebsen & Jessen Communications CallMizz 1.0 running on Microsoft Windows Server 2003 Standard Edition with Service Pack 2 5. Configure Avaya Aura Communication Manager This section provides the procedures for configuring Avaya Aura Communication Manager. The procedures include the following areas: Verify Avaya Aura Communication Manager software options Configure CTI Link Configure AES Service The detailed administration of contact center devices such as Skilled Hunt Group, VDN, Vector, and Agents are assumed to be in place. These Application Notes will only cover the steps to administer the CTI Links required by Avaya Aura Application Enablement Services. 5 of 27

6 5.1. Verify Communication Manager Software Options Log into the System Access Terminal (SAT) to verify that the 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 field is set to y on Page 3, as shown below. display system-parameters customer-options Page 3 of 11 OPTIONAL FEATURES Abbreviated Dialing Enhanced List? n Audible Message Waiting? n Access Security Gateway (ASG)? n Authorization Codes? y Analog Trunk Incoming Call ID? n CAS Branch? n A/D Grp/Sys List Dialing Start at 01? n CAS Main? n Answer Supervision by Call Classifier? n Change COR by FAC? n ARS? y Computer Telephony Adjunct Links? y ARS/AAR Partitioning? y Cvg Of Calls Redirected Off-net? n ARS/AAR Dialing without FAC? y DCS (Basic)? n ASAI Link Core Capabilities? n DCS Call Coverage? n ASAI Link Plus Capabilities? n DCS with Rerouting? n Async. Transfer Mode (ATM) PNC? n Async. Transfer Mode (ATM) Trunking? n Digital Loss Plan Modification? n ATM WAN Spare Processor? n DS1 MSP? y ATMS? n DS1 Echo Cancellation? y Attendant Vectoring? N Remove Inactive BCMS/VuStats Agents? n 5.2. Configure CTI Link Enter the add cti-link n command, where n is a number between 1 and 64, inclusive. Enter a valid Extension under the provisioned dial plan in Communication Manager, set the Type field to ADJ-IP, and assign a descriptive Name to the CTI link. The CTI Link number corresponds to the Switch CTI Link Number in Section 6.4, Step 2. add cti-link 3 Page 1 of 3 CTI LINK CTI Link: 3 Extension: Type: ADJ-IP COR: 1 Name: TSAPI Services AES6x 6 of 27

7 5.3. Configure AES Service Enter the change ip-services command. On Page 1, configure the Service Type field to AESVCS and the Enabled field to y. During the compliance test, the Local Node field was set to the processor Ethernet interface procr which is the IP address of the S8800 Server as shown in Figure 1. The default port 8765 was utilized for the Local Port field. change ip-services Page 1 of 3 IP SERVICES Service Enabled Local Local Remote Remote Type Node Port Node Port AESVCS y procr 8765 On Page 3, enter the hostname of the Application Enablement Services server for the AE Services Server field. The server name may be obtained by logging in to the Application Enablement Services server using Secure Shell (SSH), and running the uname -a command. Enter an alpha-numeric password for the Password field and set the Enabled field to y. The same password will be configured on the Application Enablement Services server in Section 6.3 Step 2. change ip-services Page 3 of 3 AE Services Administration Server ID AE Services Password Enabled Status Server 1: aes6x xxxxxxxxxxxxxxxx y 2: 3: 7 of 27

8 6. Configure Avaya Aura Application Enablement Services This section provides the procedures for configuring Avaya Aura Application Enablement Services (AES). The procedures fall into the following areas: Verify Avaya Aura Application Enablement Services License Administer CTI User Administer Switch Connection Administer TSAPI link Administer Devices and Device Group Administer CTI user permission 6.1. Verify Application Enablement Services License Step Description 1. Launch a web browser and enter address of AES server> to access the Application Enablement Services Management Console. Log in using an administrative login and password (not shown) and the Welcome To OAM screen will be displayed. 8 of 27

9 Step Description 2. Select AE Services from the left menu. From the Welcome to AE Services page, verify that Application Enablement Services has proper licensing for the features illustrated in these Application Notes by ensuring the License Mode for TSAPI Service is NORMAL MODE, as shown below. If the TSAPI Service is not licensed, then contact the Avaya sales team or business partner to purchase a license to install onto the WebLM Server. 9 of 27

10 6.2. Administer CTI User Click User Management, then User Admin > Add User in the left pane. Specify a value for User Id, Common Name, Surname, User Password and Confirm Password. Set CT User to Yes. The values for User Id and User Password will be used to configure J&J CallMizz in Section 7 to access the TSAPI Service on Application Enablement Services. Scroll down to the bottom of the page and click Apply (not shown). 10 of 27

11 6.3. Administer Switch Connection Step Description 1. From the left menu, select Communication Manager Interface > Switch Connections. Enter a descriptive name for the switch connection and click Add Connection. In this configuration SITE1 is used. 11 of 27

12 Step Description 2. The Connection Details SITE1 screen is displayed. For the Switch Password and Confirm Switch Password fields, enter the password that was administered in Communication Manager using the IP Services form in Section 5.3. Both the SSL and Processor Ethernet fields need to be checked. Click on Apply. 3. The Switch Connections screen is displayed again. Select the switch connection name SITE1 and click Edit PE/CLAN IPs. 12 of 27

13 Step Description 4. In the Edit Processor Ethernet IP SITE1 screen, enter the host name or IP address of the Communication Manager Processor Ethernet. In this case, is used, which corresponds to the IP address of the S8800 Server running Communication Manager as shown in Figure 1. Click Add/Edit Name or IP. 13 of 27

14 6.4. Administer TSAPI Link Step Description 1. To administer a TSAPI Link, select AE Services > TSAPI > TSAPI Links from the left menu. Click Add Link. 14 of 27

15 Step Description 2. In the Add TSAPI Links screen, select the following values: Link: Select an available Link number from 1 to 16. Switch Connection: Select the switch connection in Section 6.3 Step 1. Switch CTI Link Number: Corresponding CTI link number from Section 5.2. ASAI Link Version: Set to 5. Security: Set to Both so that both encrypted and unencrypted TSAPI Links can be used. Note that the actual values may vary. Click Apply Changes. In the next page, click Apply to confirm the changes (not shown). 15 of 27

16 Step Description 3. To restart the TSAPI Service, select Maintenance > Service Controller from the left menu. Check the TSAPI Service checkbox and click Restart Service. In the next page, click Restart to confirm the restart (not shown). 16 of 27

17 6.5. Administer Devices and Device Group Step Description 1. To administer the devices to be monitored by CallMizz, select Security > Security Database > Devices from the left menu. Enter a device from the table in Section 3 and click Add Device. 2. In the Add Device screen, select the following values and click Apply Changes. Click Apply (not shown) to confirm. Device Type: Tlink Group: Select the appropriate type, e.g. VDN in this case. Select Any. 17 of 27

18 Step Description 3. Repeat Steps 1 and 2 to add all the devices from the table in Section To administer a Device Group, select Security > Security Database > Device Groups from the left menu. Enter the name of the device group, in this case CallMizz, and click Add Device Group. 18 of 27

19 Step Description 5. In the Add Device screen, select all the devices from the table in Section 3, uncheck Exception Group and click Apply Changes. Click Apply (not shown) to confirm. 19 of 27

20 6.6. Administer CTI User Permission Step Description 1. Select Security > Security Database > CTI Users > List All Users from the left menu. Select the User ID created in Section 6.2 and click Edit. 20 of 27

21 Step Description 2. In the Edit CTI User screen, select the following values: Call Origination/Termination and Device Status: Select the device group from Section 6.5. Device Monitoring: Select the device group from Section 6.5. Calls On A Device Monitoring: Select the device group from Section 6.5. Call Monitoring: Checked. Consult Reference [4] for guidance on configuring the call/device privileges as well as devices and device groups. Click Apply Changes. In the next page, click Apply to confirm the changes (not shown). 21 of 27

22 7. Configure Jebsen & Jessen Communications CallMizz This section provides the procedures for configuring J&J CallMizz. For details on the full installation procedure, refer to Reference [3]. The procedures fall into the following areas: Installation Initial Setup 7.1. Installation Log in to the CallMizz server using the Administrator account and launch the CallMizz setup application. Step through the welcome screens until the AES screen is displayed as shown below. Enter the following values: IP Address: Enter the AES IP address from Figure 1. Username: Enter the CTI User Id from Section 6.2. Password/Retype password: Enter the CTI User password from Section 6.2. Click Next and step through the screens to finish the installation. Note: The TSAPI Tlink name is not specified in CallMizz. During startup, CallMizz will obtain the list of Tlinks from AES and use the first Tlink in the list. 22 of 27

23 7.2. Initial Setup Step Description 1. From the CallMizz server, browse to using a web browser and log in using an administrative login and password (not shown). The Setup page will be displayed. Click Next. 2. In the VDN Setup page, enter the VDNs to be monitored as shown in the table in Section 3. Click Next. 23 of 27

24 Step Description 3. For the next few pages, optionally configure the group, user accounts and password for the administrative account. Click Next at the final page (not shown), and the CallMizz Call Logs page will be shown as follows. 4. Select Engine Settings from the left menu. Enter the following values: ACD Addresses To Monitor: Enter the Hunt Group Extensions to be monitored as shown in the table in Section 3 in the format: <Hunt Group Extension>-<country code> ACD Monitor Module: Enter on. 5. Refer to Reference [3] to restart the CallMizz Engine for the changes to take effect. 24 of 27

25 8. Verification Steps Make a call to the VDN that is being monitored and hang up before the call is answered by an agent. From The CallMizz Engine window, verify that the call information is displayed. 25 of 27

26 From the CallMizz web interface, select Call Logs from the left menu. Verify that the call information is displayed correctly. 9. Conclusion These Application Notes describe the configuration steps required for Jebsen & Jessen Communications CallMizz 1.0 to successfully interoperate with Avaya Aura Communication Manager using Avaya Aura Application Enablement Services All feature and serviceability test cases were completed successfully. 10. Additional References This section provides references to the product documentation relevant to these Application Notes. 1. Administering Avaya Aura TM Communication Manager, Document , Issue 6.0, Release 6.0, June 2010, available at 2. Avaya Aura Application Enablement Services Administration and Maintenance Guide, Release 6.1, Issue 2, February 2011, available at 3. Jebsen & Jessen Communications CallMizz Installation Guide, 1.0, September Jebsen & Jessen Communications CallMizz User Guide (Admin), 1.0, May of 27

27 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 27 of 27