Application Notes for Argent Technologies NEXAS Inbound Module with Avaya Computer Telephony and Avaya Communication Manager - Issue 1.

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for Argent Technologies NEXAS Inbound Module with Avaya Computer Telephony and Avaya Communication Manager - Issue 1.0 Abstract These Application Notes describe the configuration steps required in order for Argent Technologies NEXAS Inbound Module to successfully interoperate with Avaya Computer Telephony 1.2 and Avaya Communication Manager on the Avaya S8700 Media Server. Features and functionality were validated and performance testing was conducted in order to verify operation under load. 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 17

2 1. Introduction These Application Notes describe the compliance-tested configuration utilizing Avaya Computer Telephony 1.2, Avaya Communication Manager 2.0.1, and Argent Technologies NEXAS Inbound Module Version 6.2. Argent Technologies NEXAS Inbound Module is a screen pop application targeted for those customers who use an IBM AS/400 as part of a CTI solution. The AS/400 controls the entire process and serves the campaign and database information, tracks historical and statistical information, and controls the NEXAS switch server PC. Argent Technologies NEXAS uses Avaya Computer Telephony to communicate with Avaya Communication Manager and uses the DEFINITY LAN Gateway on the MAPD board or C- LAN interface. The CTI link established between Avaya Computer Telephony and the MAPD board is used by the NEXAS server to monitor VDNs and perform CTI services. In the test configuration shown in Figure 1, IntelDialogic boards in the NEXAS CTI Server are connected to Avaya TN746B circuit packs via a punch down panel and Intel-specific cables.. Figure 1: DeveloperConnection Interoperability Compliance Test Configuration 2 of 17

3 2. Equipment and Software Validated The following equipment and software were used for the sample configuration provided: Equipment Software Avaya S8700 Media Server and MCC1 Media Gateway Avaya Communication Manager (R012x ) Avaya Computer Telephony 1.2 Argent Technologies NEXAS AS/400 Server OS/400 Version 5 Release 1 Argent Technologies NEXAS Inbound Module Version MAPD Configuration 3.1. Configure the Avaya MAPD Circuit Pack Step 1. Access the MAPD board and log in. The following screen will be displayed. Move the cursor to Item 2, TCP/IP Administration, and press F3 to select. Main Menu 1. Login/Password Administration 2. TCP/IP Administration Port Administration Maintenance DLG Port Status/Control 6. CV/LAN Port Status/Control 7. Exit 2. Move the cursor to Item 1, This Host, and press F3 to select. TCP/IP Administration 1. This Host 2. Local Host Table 3. Network Routing Information Exit 3 of 17

4 3. Enter the Host name, IP address, and subnet mask. Press F3 to submit the changes. TCP/IP Administration This Host Host Name: esaipbx6-3 Host IP Address: Subnet Mask: Return to the main menu and move the cursor to Item 3 Port Administration. Press F3 to select. 4. Move the cursor to Item 1 Application Port Assignment and press F3 to select. Port Administration 1. Application Port Assignment 2. DLG Administration 3. CV/LAN Administration 4. Exit 5. Set the desired port to DLG. In this case, Port 4 is used. Press F3 to submit the changes. Note this port and the location of the MAPD board, as it will be required in a later step. Port Administration Application Port Assignment 01 DLG 02 DLG 03 DLG 04 DLG 05 CVLAN 06 CVLAN 07 CVLAN 08 CVLAN 09 CVLAN 10 CVLAN 11 CVLAN 12 CVLAN 4 of 17

5 6. Move the cursor to Item 2 DLG Administration and press F3 to select. 7. Associate a client IP address with the DLG port. For this configuration, this is the address of the Nexas CTI Server running Avaya Computer Telephony. Press F3 to submit the changes. DLG Administration Port Client Name or IP Address Client Link Client Status idle in use 4. Configure Avaya Communication Manager Step 1. Verify the CTI feature is enabled. Type the command display system-parameters customer-options and verify that Computer Telephony Adjunct Links is set to y. 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? n Co-Res DEFINITY LAN Gateway? y ASAI Link Core Capabilities? y Cvg Of Calls Redirected Off-net? y ASAI Link Plus Capabilities? y DCS (Basic)? y Async. Transfer Mode (ATM) PNC? n DCS Call Coverage? y Async. Transfer Mode (ATM) Trunking? y DCS with Rerouting? y ATM WAN Spare Processor? n ATMS? y Digital Loss Plan Modification? n Attendant Vectoring? n DS1 MSP? y DS1 Echo Cancellation? n (NOTE: You must logoff & login to effect the permission changes.) 5 of 17

6 2. Define the CTI link by entering the command add cti-link 4. Assign an extension, set the Type to ADJLK, and set the Port to the port configured in Section 3 step 6 (in this case 01C1504 where 01C15 is the location of the MAPD in the MCC1 Media Gateway). Do not change the other default settings. Submit the form. add cti-link 4 CTI LINK CTI Link: 4 Extension: Type: ADJLK Port: 01C1504 COR: 1 Name: TSAPI Test Room 3 BRI OPTIONS XID? n Fixed TEI? y TEI: 1 MIM Support? n CRV Length: 2 3. Configure a VDN to handle inbound calls. Type change vdn Extension is a number dialed by customers. change vdn Page 1 of 2 VECTOR DIRECTORY NUMBER Extension: Name: Argent Vector Number: 242 Meet-me Conferencing? n Allow VDN Override? n COR: 1 TN: 1 Measured: internal Acceptable Service Level (sec): 100 VDN of Origin Annc. Extension: 6 of 17

7 4. Configure a vector to associated with the VDN number in Step 5 above to route call to the Nexas server. When a call arrives at this vector, the PBX will issue a route request command to the Nexas server using the adjunct routing link 4 statement in the vector. The Nexas server has 20 seconds, configurable in the vector, to issue a route select back to the PBX. change vector 242 Page 1 of 3 Number: 242 CALL VECTOR Name: Argent Multimedia? n Meet-me Conf? n Lock? n Basic? y EAS? n 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 01 wait-time 2 secs hearing ringback 02 adjunct routing link 4 03 wait-time 20 secs hearing ringback 04 route-to number with cov n if unconditionally 7 of 17

8 5. Configure Argent Technologies NEXAS 5.1. Create a Campaign Step 1. Telnet to the AS/400 and log into the AS/400 by entering the appropriate credentials. Sign On System..... : Subsystem.... : Display..... : S10A240B QINTER QPADEV0037 User Password Program/procedure Menu Current library October, 2003 Sun Mon Tue Wed Thu Fri Sat The following menu is displayed. Enter ARG at the command line. MAIN S10A240B Select one of the following: OS/400 Main Menu System: 1. User tasks 2. Office tasks 3. General system tasks 4. Files, libraries, and folders 5. Programming 6. Communications 7. Define or change the system 8. Problem handling 9. Display a menu 10. Information Assistant options 11. Client Access/400 tasks 90. Sign off Selection or command ===> F3=Exit F4=Prompt F9=Retrieve F12=Cancel F13=Information Assistant F23=Set initial menu (C) COPYRIGHT IBM CORP. 1980, of 17

9 3. The following menu is displayed. Enter 40 for Campaign Maintenance. AGTS00CL Argent Technologies, Inc. QSECOFR 10:43:32 NEXAS Supervisor Menu 10/28/03 ** Administration ** ** Maintenance ** 1. Agent Activity 40. Campaign Maintenance 2. Campaign Status 41. Script Maintenance 3. Enter Into A Campaign 42. Agent Messages 43. Agent Names ** Historical Analysis ** 44. Workstation/Extension Cross Ref. 20. Campaign/Agent History 45. Update Do Not Solicit Flag 21. End Of Day Recap 46. Update Manual Calls 22. Campaign Velocity Inquiry 47. Local Exchange # File 48. Area Code Repair File ** Menus ** ** Subsystem ** 60. System Option Menu 50. Start ATDIAL Subsystem 51. End ATDIAL Subsystem ATDIAL Subsystem Ended Option F3-Exit F5-Refresh F12-Previous 4. Press F6 to create a campaign. ATCMPR01 Argent Technologies, Inc. ARGENT 10:22:27 Campaign Maintenance 6/09/04 Type options and press Enter. 2=Change 4=Archive to History 7=Add to Campaign Group 8=Option 9=Load Campaign Records 10=Campaign Group Maint. 12=Inbound Lines Maint. 13=VDN In/ By Pass Last Active Opt Campaign Id Out Act Confirm Date Time $XXXX CAMPAING ID DESCRIPTION O V N 0/00/00 AUTOMSG AUTO MESSAGING CAMPAIGN B M N 6/02/04 7:40:24 DEVCONTEST TAMPAING ID DESCRIPTION O N N 0/00/00 MANAGE MANAGED CAMPAIGN O M N 6/01/04 8:23:30 PREDICT PREDICTIVE CAMPAIGN B Y N 12/10/03 15:03:18 TESTGRP TEST GROUP O G 0/00/00 TESTGRP2 TEST GROUP 2 O G 0/00/00 TRAINING Training Campaign O M N 4/12/04 14:46:31 Bottom F3=Exit F6=Create F12=Cancel F21=Add Training Phone #s F7=Create Campaign Group 9 of 17

10 5. Enter a 10 character campaign ID and a description. Enter the VDN number. Press F10 to accept the changes. ATCMPR02 Argent Technologies, Inc. ARGENT 10:29:11 Campaign Maintenance 6/09/04 Campaign ID PREDICT Change Type Campaign, press Enter PREDICTIVE CAMPAIGN Bypass Verification Screen.. N (Y/N) Start Script ID PRESENTATION SCREEN Accept Script ID ACCEPT SCREEN Decline Script ID DECLINE SCREEN Call Back Script ID CALL BACK SCREEN No Contact Script ID NO CONTACT SCREEN Predictive/Managed/Preview.. P Inbound/Outbound B VDN Number (P/M/V) (I/O/B) F3=Exit F4=Prompt F10=Accept F12=Cancel 6. Customer records and campaign criteria are loaded, based on the specific customer requirements. Press F3 to return to the main menu. ATCMPR01 Argent Technologies, Inc. ARGENT 10:30:39 Campaign Maintenance 6/09/04 Type options and press Enter. 2=Change 4=Archive to History 7=Add to Campaign Group 8=Option 9=Load Campaign Records 10=Campaign Group Maint. 12=Inbound Lines Maint. 13=VDN In/ By Pass Last Active Opt Campaign Id Out Act Confirm Date Time $XXXX CAMPAING ID DESCRIPTION O V N 0/00/00 AUTOMSG AUTO MESSAGING CAMPAIGN B M N 6/02/04 7:40:24 DEVCONTEST TAMPAING ID DESCRIPTION O N N 0/00/00 MANAGE MANAGED CAMPAIGN O M N 6/01/04 8:23:30 PREDICT PREDICTIVE CAMPAIGN B Y N 12/10/03 15:03:18 TESTGRP TEST GROUP O G 0/00/00 TESTGRP2 TEST GROUP 2 O G 0/00/00 TRAINING Training Campaign O M N 4/12/04 14:46:31 F3=Exit F6=Create F12=Cancel F21=Add Training Phone #s F7=Create Campaign Group Bottom 10 of 17

11 7. Enter 44 for Workstation/Extension Cross Ref. AGTS00CL Argent Technologies, Inc. ARGENT 10:31:31 NEXAS Supervisor Menu 6/09/04 ** Administration ** ** Maintenance ** 1. Agent Activity 40. Campaign Maintenance 2. Campaign Status 41. Script Maintenance 3. Enter Into A Campaign 42. Agent Messages 43. Agent Names ** Historical Analysis ** 44. Workstation/Extension Cross Ref. 20. Campaign/Agent History 45. Update Do Not Solicit Flag 21. End Of Day Recap 46. Update Manual Calls 22. Campaign Velocity Inquiry 47. Local Exchange # File 23. Campaign Detail Inquiry 48. Area Code Repair File ** Menus ** ** Subsystem ** 60. System Option Menu 50. Start ATDIAL Subsystem 51. End ATDIAL Subsystem ATDIAL Subsystem Started - PC Started Option F3-Exit F5-Refresh F12-Previous 8. Go to the AS400/Telephone Cross Reference Screen. This screen defines the correlation between each data session (QPADEV000B) and the associated extension (24510 is the agent phone station defined in the switch). Note that although the screen says TAPI, it really implies TSAPI. Enter the values appropriate to the station and press F10 to submit. Work Station Id: QPADEV000B Extension Phone #: Head Set: T Analog Phone: Y APWSIR02 Argent Technologies, Inc. ARGENT 10:33:55 Workstation/Extension Cross Reference 6/09/04 Work Station Id QPADEV000B Or TCP/IP Address Change Type Workstation Information, Press Enter Extension Phone # Head Set T Analog Phone Y A = MSI Head Set N = Flash Hook R = Router T = Tapi Y = Comdial Head Set (Y/N) F3=Exit F10=Accept F12=Cancel 11 of 17

12 6. Avaya Computer Telephony Configuration While an exhaustive configuration description of Avaya Computer Telephony is beyond the scope of these Application Notes, the configuration settings shown in this section are required for the solution to work. Step 1. Using the Windows Start menu, select Start -> Programs -> Avaya Computer telephony - > TS Win32 Client -> Telephony Services Admin and open the appropriate Tserver. 2. Click Worktops on the left pane and define a Worktop. Set the Secondary Device Group to Any Device 12 of 17

13 3. Click Devices on the left pane and define a list of devices to be monitored. Members of this list must include the IntelDialogic ports and the agent extensions. The figure below shows a populated sample device list. 13 of 17

14 4. Click the Users Tab and double-click on Administrator. Make sure the Unrestricted Access Rights checkbox is unchecked. Warning: Checking this box will prevent NEXAS from functioning properly. 14 of 17

15 5. Click the Access Rights tab. Enter the values as shown below. 6. Click the Admin Access Groups tab. Check the box for Allow User to Administer Admin Access Groups. Click OK 15 of 17

16 7. Interoperability Compliance Testing Interoperability compliance tests included feature and performance testing. Feature testing examined Argent Technologies NEXAS ability to provide screen pop for inbound calls. All test cases passed. Performance testing was conducted using a call generator to make inbound calls. 8. Verification Steps While implementing the configuration steps described in these Application Notes, a number of verification steps may be performed. 1) Verify that the DLG service is up in the MAPD interface. 2) Begin an Inbound campaign and verify that NEXAS provides a screen pop for each call with an ANI/CallerId record match in the AS400 database. 3) Verify that the NEXAS server indicates that the VDN number is monitored. 9. Support Argent Technologies Technical Support can be reached at (901) Alternatively, can be sent to techsupport@argenttechnologies.com. 10. Conclusion These Application Notes describe the configuration steps required to configure Argent Technologies Nexas Inbound Module to successfully interoperate with Avaya Computer Telephony and Avaya Communication Manager running on the Avaya S8700 Media Server. Features and performance testing was conducted to validate the solution. 11. Additional References The following documents may be used for additional information. Administration for Network Connectivity for Avaya MultiVantage Software Document ID , available at Administrators Guide for Avaya MultiVantage Software Document ID , available at Argent Technologies NEXAS Inbound/Managed Operations Manual 16 of 17

17 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 17 of 17