Application Notes for Verint Ultra with Avaya Proactive Contact in a Multi-Dialer Pod Environment - Issue 1.0

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for Verint Ultra with Avaya Proactive Contact in a Multi-Dialer Pod Environment - Issue 1.0 Abstract These Application Notes describe the configuration steps required for Verint Ultra to successfully interoperate with Avaya Proactive Contact in a Multi-Dialer Pod environment. Verint Ultra 9.3 delivers enterprise call recording capabilities to optimize call center quality and performance. Ultra 9.3 uses the Event Service of Avaya Proactive Contact 3.0 and the Telephony Services API (TSAPI) Services of Avaya Application Enablement Services to extract agent and call event information. The Ultra 9.3 Voice over IP (VoIP) call recording method was used to obtain the VoIP audio. 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. Page 1 of 47

2 1. Introduction These Application Notes describe the compliance-tested configuration utilizing Avaya Proactive Contact 3.0 (PC3) Multi-Dialer Pod and Verint Ultra 9.3. Ultra 9.3 is a contact center solution that provides organizations with the ability to capture every customer interaction and selectively retain recordings based on user-defined criteria. Once customer interactions are recorded, they can be forwarded to managers for immediate review or stored for future access. Ultra 9.3 uses the Event Service of Avaya Proactive Contact 3.0 (PC3) and the Telephony Services API (TSAPI) of Avaya Application Enablement Services (AES) to receive events concerning particular stations, agents, and agent hunt/skill groups. Ultra 9.3 uses these events as recording triggers. Since Ultra 9.3 receives events from both the Event Service and TSAPI, if there are duplicate events received, Ultra 9.3 will use the first event received and ignore the second duplicate event. There are many methods that Ultra 9.3 can use for call recording. The Voice over IP call recording method was used to obtain the VoIP audio in this test configuration. There are different system deployment options for Avaya Proactive Contact 3.0. The deployment used in this configuration is the Avaya Proactive Contact with CTI. The Avaya Proactive Contact with CTI is a software solution that uses the TSAPI service from Avaya AES to communicate with Avaya Communication Manager. PC3, using Avaya Communication Manager, initiates outbound calls from a calling list. Once the call is connected to a customer, PC3 transfers the outbound call to an available agent. The Event Service of PC3 provides access to real time events and statistical information. In this test configuration, PC3 was configured in a Multi-Dialer Pod environment consisting of two dialers, a primary dialer and a secondary dialer. A pod of Avaya Proactive Contact 3.0 dialers can share features such as calling lists, jobs, phone strategies and record selection. Multiple dialers calling the same calling list at the same time provides scalability on a single campaign. The shared list feature allows agents on multiple dialers to work on the same calling list. Each dialer has their own Event Service but the Naming Service, which is required by clients in order to establish a connection to the dialer, is only on the primary dialer. The services on the secondary dialer will register themselves with the Naming Service on the primary dialer. In the test configuration, Ultra 9.3 connects to Avaya Proactive Contact 3.0 via the naming service port on the PC3 primary dialer. Once it is connected to the naming service port, Ultra 9.3 can be configured to receive events from the primary dialer or the secondary dialer Integration Overview Figure 1 depicts an overview of the Verint Ultra 9.3 integration to Avaya Proactive Contact 3.0 (PC3) Multi-Dialer Pod. Avaya Proactive Contact 3.0 is configured as a two-dialer Pod system, which consists of a primary dialer lzpds2 and a secondary dialer lzpds3. The configuration was set up to verify that Verint Ultra 9.3 could receive events from both dialers. Page 2 of 47

3 There is one TSAPI CTI link configured between Avaya Communication Manager and AES in this test environment. This CTI link is used jointly by the primary dialer, secondary dialer and Ultra 9.3 as TSAPI CTI users. For IP call recording, the agents telephones are Avaya 4600 series IP telephones. The Ultra 9.3 server contains two network interfaces, one of which is for communicating with Avaya PC3 and AES, and the other is for receiving RTP traffic from the Avaya Media Processor (MEDPRO) boards. The MEDPRO boards provide H.323 voice processing for IP telephones. The H.323 VoIP packets from the MEDPRO boards are captured on the Ultra 9.3 server by using port mirroring. Port mirroring is a method of monitoring network traffic that forwards a copy of each incoming and outgoing packet from one port of a network switch to another port. In this test configuration, port mirroring was used to allow every packet associated with the MEDPRO boards on port 10 of the Avaya C363TT-PWR Switch, to be mirrored to the Ultra 9.3 server on port 6. Figure 1: Avaya Proactive Contact 3.0 (with CTI) Multi-Dialer Pod, Avaya Communication Manager, Avaya AES and Verint Ultra Configuration Page 3 of 47

4 2. Equipment and Software Validated The following equipment and software were used for the test configuration provided: Equipment Software Avaya HP C8000 Server (Primary) Proactive Contact 3.0 Build 36 Avaya HP C8000 Server (Secondary) Proactive Contact 3.0 Build 36 Avaya S8700 Media Servers Avaya Communication Manager (R013x ) Avaya MCC1 Media Gateway TN2312BP IP Server Interface HW03 FW012 TN799DP C-LAN Interface HW01 FW015 TN2302AP IP Media Processor HW13 FW095 Avaya 4610 IP Telephones (4610SW) Avaya Application Enablement Services 3.0 Build 46 Avaya C363T-PWR Converged Stackable Switch Verint Ultra Dell GX260 Server Ultra 9.3 (Patch 1L93_1584) Windows 2000 Professional Service Pack 4 3. Configure Avaya Communication Manager This section provides the procedures for configuring Avaya Communication Manager. The following steps will be followed: Configure IP telephones Configure Computer Telephony Integration (CTI) Link For all other provisioning information, please refer to the Avaya Communication Manager product documentation. The Avaya Communication Manager to Avaya Proactive Contact configuration is outside the scope of these Application Notes and should already be operating successfully with the following features properly configured. Computer Telephony Adjunct Links Agent States enabled Call Classification enabled Universal Call ID enabled Phantom Calls enabled Vector Directory Numbers Vectors Announcements Expert Agent Selection Reason Code Automatic Route Selection Page 4 of 47

5 Consult Application Notes - Sample Avaya Proactive Contact 3.0 (PC3) with CTI Installation and Configuration, Issue 1.0, Avaya Solution and Interoperability Test Lab for further guidance Configure IP Telephone In order to support VoIP call recording, the agent s telephone must be an IP station. In the test configuration, four telephones were used. PC3 primary dialer s agents used phone extensions and while PC3 secondary dialer s agents used phone extension and The Direct IP-IP Audio Connections ( shuffling ) and IP Audio Hairpinning features on the station must be set to no. This will allow the IP Media Processor (MEDPRO) boards to be used when the RTP audio paths are established between IP endpoints. Port mirroring can then be used to capture the RTP media streams. Step Description 1. It is assumed that the IP telephones have already been installed and configured. To support the ability of Ultra 9.3 to use VoIP call recording, the following fields need to be configured on the IP telephones that will be recorded. Direct IP-IP Audio Connections set to n IP Audio Hairpinning set to n change station Page 2 of 4 STATION FEATURE OPTIONS LWC Reception: spe Auto Select Any Idle Appearance? n LWC Activation? y Coverage Msg Retrieval? y LWC Log External Calls? n Auto Answer: all CDR Privacy? n Data Restriction? n Redirect Notification? y Idle Appearance Preference? n Per Button Ring Control? n Bridged Idle Line Preference? n Bridged Call Alerting? n Restrict Last Appearance? y Active Station Ringing: single Conf/Trans on Primary Appearance? n H.320 Conversion? n Per Station CPN - Send Calling Number? Service Link Mode: as-needed Multimedia Mode: enhanced Audible Message Waiting? n MWI Served User Type: Display Client Redirection? n AUDIX Name: Select Last Used Appearance? n Coverage After Forwarding? s Multimedia Early Answer? n Direct IP-IP Audio Connections? n Emergency Location Ext: Always Use? n IP Audio Hairpinning? n Page 5 of 47

6 3.2. Configure the Computer Telephony Integration (CTI) Link Avaya Proactive Contact 3.0 with CTI communicates with Avaya Communication Manager via a Computer Telephony Integration (CTI) link through the Avaya Application Enablement Services server. This link should have already been configured during the installation and configuration of Avaya Proactive Contact 3.0. The PC3 primary dialer, the PC3 secondary dialer and Ultra 9.3 will all use the same CTI link to forward CTI requests, responses and events. The following steps demonstrate the configuration on Avaya Communication Manager for the CTI link. See Section 4 for details on configuring the CTI link on AES. Note: The TSAPI CTI link does not require any license on Avaya Communication Manager. Only a TSAPI Basic Users license is required on AES. Step Description 1. Enter the display node-names ip command. Note the node names and IP addresses of the C-LAN boards. In the compliance-tested configuration, one C-LAN board (clan- 1b04) was used for connectivity to AES. display node-names ip Page 1 of 1 IP NODE NAMES Name IP Address Name IP Address abacus aes cceserver clan-1a clan-1b clan-1b clanp2-1a clanp27-2a clanp7-3a default devcon32-1a devcon33-1a ipoffice-room medpro-1b procr prowlerp2-1a Page 6 of 47

7 Step Description 2. Enter the change ip-services command. On Page 1 of the IP SERVICES form, configure entries for C-LAN boards for the AES link as follows: Service Type set to AESVCS. Enabled set to y. Local Node set to the node name of a C-LAN (clan-1b04 in the example). Local Port set to change ip-services Page 1 of 3 IP SERVICES Service Enabled Local Local Remote Remote Type Node Port Node Port SAT y clanp27-2a any 0 SAT y clan-1b any 0 AESVCS y clan-1b AESVCS y clan-1b On Page 3, enter the hostname of the AES server for AE Services Server and an alphanumeric password for Password. Set Enabled to y. The same password will be configured on the AES server in Section 4.2 Step 4. change ip-services Page 3 of 3 AE Services Administration Server ID AE Services Password Enabled Status Server 1: devconaes01 * y 2: AES-DevCon2 * y in use 3: 4: 5: 4. Enter the add cti-link m command, where m is an available number between 1 and 16, inclusive. Enter an Extension, a valid number under the provisioned dial plan in Avaya Communication Manager. Set Type to ADJ-IP, and assign a descriptive Name to the CTI link. add cti-link 15 Page 1 of 2 CTI LINK CTI Link: 15 Extension: Type: ADJ-IP COR: 1 Name: AES DEVCON2715 Page 7 of 47

8 4. Configure Avaya Application Enablement Services This section details the administration of a TSAPI CTI link on the Avaya Application Enablement Services server. The TSAPI link is used by Avaya Proactive Contact 3.0 to communicate with Avaya Communication Manager. This administration should have already been completed during the installation of Avaya Proactive Contact 3.0 with CTI along with the creation of two TSAPI user IDs. One TSAPI user ID was created for the PC3 primary dialer and one for the PC3 secondary dialer. The only additional configuration on AES needed for the Verint Ultra 9.3 Solution is the configuration of a new TSAPI CTI user for Ultra 9.3. The steps describing the configuration of the Switch Connection to Avaya Communication Manager and the TSAPI CTI link are included here for reference User Management Step Description 1. Launch a web browser, enter address of AES server>:8443/mvap in the URL, and log in with the appropriate credentials for accessing the AES User Management pages. Page 8 of 47

9 Step Description 2. Click on User Management, then User Management Add User in the left pane. Configure the asterisk fields and set CT User to Yes. Ultra 9.3 will use this User Id and Password to access the AES server. Scroll down to the bottom of the page and click on Apply. Page 9 of 47

10 4.2. CTI OAM Admin Step Description 1. Launch a web browser, enter address of AES server>:8443/mvap in the URL, and log in with the appropriate credentials for accessing the AES CTI OAM pages. 2. Click on CTI OAM Home in the left pane to invoke the Welcome to CTI OAM screen, verify that the Avaya Application Enablement Services license has proper permissions for features illustrated in these Application Notes by making sure the TSAPI service is licensed. If the TSAPI service is not licensed, contact the Avaya sales team or business partner for a proper license file. Page 10 of 47

11 Step Description 3. Click on CTI OAM Home Administration Switch Connections in the left pane to invoke the Switch Connections page. A switch connection defines a connection between the AES server and Avaya Communication Manager. Enter a descriptive name for the Switch Connection and click on Add Connection. Page 11 of 47

12 Step Description 4. The next window that appears prompts for the switch connection password. Enter the same password that was administered on Avaya Communication Manager in Section 3.2 Step 3. Check the SSL checkbox and click on Apply. Page 12 of 47

13 Step Description 5. After returning to the Switch Connections page, select the radio button corresponding to the switch connection added in Step 3, and click on Edit CLAN IPs. Page 13 of 47

14 Step Description 6. Enter the IP address of a C-LAN board from Section 3.1 Step 4, and click on Add Name or IP. Page 14 of 47

15 Step Description 7. Under Administration in the left pane, click on CTI Link Admin TSAPI Links. Click on Add Link. Page 15 of 47

16 Step Description 8. Set Switch Connection to the switch connection added in Step 3, and Switch CTI Link Number to the CTI link number configured on Avaya Communication Manager in Section 3.2 Step 4. The TSAPI Link field is locally significant to this AES server only and may be set to any unused value. Click on Apply Changes. Page 16 of 47

17 Step 9. Click on Apply to confirm the changes. Description Page 17 of 47

18 Step Description 10. Under Maintenance in the left pane, click on Service Controller. Check the TSAPI Service checkbox and click on Restart Service. Page 18 of 47

19 Step 11. Click on Restart to confirm the restart. Description Page 19 of 47

20 Step Description 12. In the left panel of the CTI OAM Home, click on Security Database Tlinks to view the telephony Link Name (this name is automatically generated by AES). The Tlink Name which includes the switch connection that was created in Step 3 will be used by Ultra 9.3. Page 20 of 47

21 Step Description 13. Under Administration in the left pane, click on Security Database CTI Users List All Users. Select the User ID created in Section 4.1 Step 2 and click on Edit. Page 21 of 47

22 Step Description 14. Assign access rights and call/device privileges according to customer requirements. Unrestricted Access was disabled during compliance testing. Click on Apply Changes. 5. Avaya Proactive Contact 3.0 Multi-Dialer Pod System These Application Notes assume that two standalone Avaya Proactive Contact 3.0 have been configured with agent blending and that the interface between the Avaya Proactive Contact 3.0, Avaya S8700 Media Server and Avaya Application Enablement Services has been configured and is operational. A calling list should also have been successfully downloaded to the PC3 primary dialer. The following configuration describes how to translate two standalone dialers into a Multi-Dialer Pod configuration. Page 22 of 47

23 5.1. PC3 Primary Dialer The PC3 primary dialer hosts the middle tier components, database, and calling list for the PC3 secondary dialer. The configuration files that need to be administered are located on the PC3 primary dialer server. Step Description 1. Enter the IP address and host name of the primary and secondary dialers in the host file located in the /etc/hosts folder on the PC3 primary dialer. In the test configuration, the PC3 primary dialer s host name was lzpds2, and the PC3 secondary dialer s host name was lzpds3. # lzpds localhost loopback devconaes lzpds3 2. Configure the parameters DIALERID, NAMESERVICEHOST and PRIMARY in the master.cfg file located in the /opt/avaya/pds/etc folder. DIALERID set to 1. NAMESERVICEHOST set to PC3 primary dialer host name, lzpds2. PRIMARY set to YES. DIALERID:1. IICB_HOST:lzpds2 IICB_INSTANCE:1 IICB_TYPE:master. NAMESERVICEHOST:lzpds2. PRIMARY:YES. Page 23 of 47

24 Step Description 3. Since PC3 primary dialer is acting as the list server for PC3 secondary dialer, set up a job using the calling list that was downloaded to the primary dialer. For the test configuration, a job was created called job_pod. In the job configuration file, job_pod.job, located in the /opt/avaya/pds/job folder, verify that the LIST field contains the calling list name. The secondary dialer s job configuration file will also point to this calling list. EDTFILE:outbound: TRANJOB:NO: VIRTUAL:NO: JLABEL:generic: PORTS:REG1: STARTTIME:08.00: STOPTIME:23.00: ANI:: IDENT:ACCTNUM: LOGONUNIT:NO: TRANSTAT:93: LIST:lzpds2-list3: SELECT:select_pod: SCREEN:list1: OKEYS:ag_cmd1: DATASCRIPT:alljobs: DNC_GROUP:DNC: LINKJOB:: TRANSFER_TO_JOB:inbnd1: CPMETHOD:E: 5.2. PC3 Secondary Dialer In the test configuration, the secondary dialer will use the Naming Service, database and calling lists on the primary dialer. The configuration files that need to be administered are located on the PC3 secondary dialer server. Step Description 1. Enter the IP address and host name of the primary and secondary dialers in the host file located in the /etc/hosts folder. In the test configuration, the PC3 primary dialer s host name was lzpds2, and the PC3 secondary dialer s host name was lzpds3. # lzpds localhost loopback devconaes lzpds3 Page 24 of 47

25 Step Description 2. Configure the parameters DBSERVERIP, DIALERID, NAMESERVICEHOST and PRIMARY in the master.cfg file located in the /opt/avaya/pds/etc folder. DBSERVERIP set to the IP address of the PC3 primary dialer server. DIALERID set to 2 or any unique id. NAMESERVICEHOST set to PC3 primary dialer host name, lzpds2. PRIMARY set to NO. DBSERVERIP: DIALERID:2. IICB_HOST:lzpds3 IICB_INSTANCE:1 IICB_TYPE:master. NAMESERVICEHOST:lzpds2. PRIMARY:NO. 3. Since PC3 primary dialer will be acting as the list server for PC3secondary dialer, set up a phone strategy, record selection and a job in the secondary dialer pointing to the calling list that was downloaded to PC3 primary dialer (lzpds2-list3). For the test configuration, a job was created called job_pod in the secondary dialer. In the job configuration file, job_pod.job, located in the /opt/avaya/pds/job folder, configure the LIST field with the calling list name located in PC3 primary dialer. EDTFILE:outbound: TRANJOB:NO: VIRTUAL:NO: JLABEL:generic: PORTS:REG1: STARTTIME:08.00: STOPTIME:23.00: ANI:: IDENT:ACCTNUM: LOGONUNIT:NO: TRANSTAT:93: LIST:lzpds2-list3: SELECT:select_pod: SCREEN:list1: OKEYS:ag_cmd1: DATASCRIPT:alljobs: DNC_GROUP:DNC: LINKJOB:: TRANSFER_TO_JOB:inbnd1: CPMETHOD:E: 4. Middle tier services (MTS) should only run on the PC3 primary dialer, therefore stop the MTS services on the PC3 secondary dialer by typing the command stop_mts at the command prompt. Page 25 of 47

26 Step Description 5. Execute the following commands from the command prompt in order to update the dialer configuration. This should first be executed on the PC3 primary dialer and then on the PC3 secondary dialer. 1. stop_pds 2. pdsconfigure 3. start_pds 6. Configure the Avaya C360 Converged Stackable Switch Configuration of the LAN switch is necessary for Ultra 9.3 to capture all the RTP media streams from the MEDPRO boards. In this test configuration, port 10 on the data switch was connected to another data switch that received packets from all the MEDPRO boards on Avaya Communication Manager. Port 6 was connected to the Ultra 9.3 server. Port mirroring was used to allow every packet associated with the MEDPRO boards on port 10 of the Avaya C363TT- PWR Switch, to be mirrored to the Ultra 9.3 server on port 6. The configuration information provide in this section describes the steps required to enable port mirroring on the Avaya C363T-PWR Converged Stackable Switch for this solution. Step Description 1. Log into C363T-PWR with the appropriate credentials via the console port or a telnet session. 2. Enable port mirroring: C360-1(configure)# set port mirror source-port 1/10 mirror-port 1/6 sampling always direction both Page 26 of 47

27 7. Configure Ultra 9.3 This section provides the procedures for configuring Ultra 9.3. The procedures include the following areas. Configure Ultra 9.3 Network Card. Configure Ultra 9.3 to use VoIP for call recording. Configure Ultra 9.3 CTI Links for TSAPI. Configure Ultra 9.3 CTI Link for Event Services on the Primary Dialer. Configure Ultra 9.3 CTI Link for Event Services on the Secondary Dialer. A shortcut on the Ultra 9.3 server is created, called System Tools, when the Ultra 9.3 software is installed on the server. The administration and configuration of Ultra 9.3 is performed from this shortcut Configure Ultra 9.3 Network Card During compliance testing, Ultra 9.3 was configured with a Network Interface (NIC) card to receive RTP streams for VoIP call recording. Step Description 1. To configure the NIC card, double click on VoIP NIC Manager under the Configuration tab in System Tools. The VoIP NIC Manager screen will be displayed. Select the Garner NIC row, and click on Set Garner. Page 27 of 47

28 7.2. Configure Ultra Server to use VoIP for Call Recording Step Description 1. Configuration of VoIP recording is achieved by running the Configuration Wizard. Select and double click on Configuration Wizard under the Run tab in System Tools. Page 28 of 47

29 Step Description 2. Continue through the Configuration Wizard using all the default values and click Next. At the Voice Acquisition page of the Wizard, set the following values. Recording Environment set to CTI-enabled. Tapping Mode set to VoIP Interception. Number of Simultaneous Contacts set to 100. Signaling Protocol set to Avaya H.323. Mixed Compression check the checkbox. VoIP Compression - set to G G.711. Click Next and continue to the end of the wizard using the defaults. Page 29 of 47

30 7.3. Configure Ultra 9.3 CTI Link for TSAPI Step Description 1. To configure the CTI Link for TSAPI, double-click on the IntelliLink Configuration link from the ULTRA Express tab in System Tools. Page 30 of 47

31 Step Description 2. Select IntelliLink from the left pane, and then select the General tab. Set the Recording Mode to Station Side. Click OK. 3. Select IntelliLink from the left pane and right click to select the Switch Type. Select Avaya Communication Manager as the Switch Type (screen not shown) then click Next and select TSAPI Interface. The screen shown below will be displayed. Set the Server Name with the TLINK name as shown in Section 4.2 step 12. This follows the format AVAYA#SwitchConnection Name#CSTA#AES server hostname. The Login ID and Password is the TSAPI user information created in Section 4.1 step 2. Page 31 of 47

32 Step Description 4. Select Devices from the left pane. Right-click in the Extension column and enter the extension to be monitored. Press the Down arrow key to create a new line. The next consecutive number appears in the Extension column. Repeat this step to enter all the extensions that will be monitored by the CTI link. The Monitored column will be defaulted to Yes for each extension. Click OK. Page 32 of 47

33 Step Description 5. Ultra 9.3 uses a technique called Channel Mapping to allow a recording channel to be associated with a monitored extension. The Channel Mapping below allows station to be recorded by channel 2 and station by channel 3, and so on. Right-click in the Device column and enter the extension of the telephone that will be recorded. Press the Down arrow key to create a new line. The next consecutive number appears in the # column. Repeat this step to enter all the telephone extensions that will be recorded. Click OK Configure Ultra 9.3 CTI Link for Event Services on Proactive Contact 3.0 primary dialer. Ultra 9.3 connects to Avaya Proactive Contact 3.0 via the naming service port on the PC3 primary dialer. Once connected, Ultra 9.3 can be configured to receive events from the primary dialer or the secondary dialer. The configuration below will allow events to be received from the PC3 primary dialer. Page 33 of 47

34 Step Description 1. Add the IP address and host name of the PC3 primary dialer lzpds2 in the local hosts file on the Ultra 9.3 server. The local hosts file is usually located in the WINDOWS\SYSTEM32\DRIVERS\ETC folder. Page 34 of 47

35 Step Description 2. Select IntelliLink from the left pane and right click to select the Switch Type. Select Avaya PDS as the Switch Type (screen not shown). The screen shown below will be displayed. In the General tab select the Server Name as lzpds2. Set the Port to 23200, this is the naming service port on the primary dialer. Set the SwitchID to 1, this is the Switch ID for the Avaya Communication Manager that the dialer system uses. Set the Server Version to 3. Click OK. Page 35 of 47

36 7.5. Configure Ultra 9.3 CTI Link for Event Services on PC3 secondary dialer. Ultra 9.3 connects to Avaya Proactive Contact 3.0 via the naming service port on the PC3 primary dialer. Once it is connected to the naming service port, Ultra 9.3 can be configured to receive events from the primary dialer or the secondary dialer. The configuration below will enable events to be received from the secondary dialer. Step Description 1. Add the IP address and host name of PC3 secondary dialer lzpds3 in the local hosts file on the Ultra 9.3 server. The local hosts file is usually located in the WINDOWS\SYSTEM32\DRIVERS\ETC folder. Page 36 of 47

37 Step Description 2. Select IntelliLink from the left pane and right click to select the Switch Type. Select Avaya PDS as the Switch Type (screen not shown). The screen shown below will be displayed. In the General tab select the Server Name as lzpds2. Set the Port to 23200, this is the naming service port on the primary dialer. Set the SwitchID to 1, this is the Switch ID for the Avaya Communication Manager that the dialer system uses. Set the Server Version to 3. To get events from the secondary dialer, check the option for Connect to Secondary Server. Set the Secondary Server Name as the secondary dialer lzpds3. Click OK. Page 37 of 47

38 8. Interoperability Compliance Testing This interoperability compliance testing covered feature functionality, serviceability and basic load testing. Feature functionality focused on verifying that Ultra 9.3 could successfully record calls when using events from Avaya Proactive Contact 3.0 Multi-Dialer Pod and a TSAPI CTI link. Serviceability testing verified that Ultra recovered from adverse conditions, such as rebooting, power failure and network disconnect. Basic load testing verified that Ultra could successfully record calls for an extended period of time with agents on the primary and secondary dialer General Test Approach All feature functionality test cases were performed manually to verify proper operation. The general test approach entailed: Establishing connectivity between Ultra 9.3 and Avaya AES using TSAPI. Establishing connectivity between Ultra 9.3 and Avaya Proactive Contact 3.0 primary dialer. Establishing connectivity between Ultra 9.3 and Avaya Proactive Contact 3.0 secondary dialer. Verifying call recording using basic telephony operations such as answer, hold/retrieve, transfer, consult, conference, and disconnect. Verifying call recording with outbound and inbound calls. The basic load testing was automated with outbound calls delivered from Avaya PC3. The Avaya PC3 executed a calling list which delivered calls to agents on the primary and secondary dialers Test Results All feature and performance tests passed. The Verint Ultra 9.3 successfully recorded, displayed and replayed the recordings of agent on the primary and secondary dialer. For serviceability testing, Ultra 9.3 was able to resume call recording after restoration of connectivity to the PC3 server, from network disconnect/re-connect, and Ultra 9.3 server resets. For performance testing, Ultra 9.3 successfully recorded calls for a sustained period of time. 9. Verification Steps 9.1. Avaya Verification The following steps can ensure that the communication between Avaya Communication Manager and Avaya Application Enablement Services server is working, and the communication between Avaya Proactive Contact Primary and Secondary Dialers is working. Page 38 of 47

39 Step Description 1. From the System Access Terminal (SAT) interface on Avaya Communication Manager, verify that the Service State of the TSAPI link is established. status aesvcs cti-link AE SERVICES CTI LINK STATUS CTI Version Mnt AE Services Service Msgs Msgs Link Busy Server State Sent Rcvd 1 no down no AES-DevCon2 restarted no AES-DevCon2 restarted no AES-DevCon2 established no devconaes01 established From the AES OAM page, click on Status and Control Switch Conn Summary. This summary gives the status of the connection between Avaya Communication Manager and the AES Server. Verify that the Conn State indicates Talking. Page 39 of 47

40 Step Description 3. From the AES OAM page, click on Status and Control Services Summary. This summary gives the status of each service. The TSAPI Service should show the status as ONLINE. Page 40 of 47

41 Step Description 4. The netstat a command from the command prompt can be used to verify the communication between the primary and secondary dialers in the pod environment. At the primary dialer, execute the netstat a grep enserver and netstat a grep NameSer command. The results of the netstat a grep enserver should show an established Event Server connection between the primary dialer (lzpds2) and secondary dialer (lzpds3). The results of the netstat a grep NameSer should show an established Naming Service connection between the primary dialer (lzpds2) and secondary dialer (lzpds3). It should also show the established Naming Service connection between the primary dialer (lzpds2) and Ultra 9.3 server (IP ). $ netstat -a grep enserver tcp 0 0 lzpds lzpds2.enserver ESTABLISHED tcp 0 0 lzpds2.enserver lzpds ESTABLISHED tcp 0 0 lzpds lzpds3.enserver ESTABLISHED tcp 0 0 *.enserver *.* LISTEN $ netstat -a grep NameSer tcp 0 0 lzpds lzpds2.nameservice ESTABLISHED tcp 0 0 lzpds2.nameservice lzpds ESTABLISHED tcp 0 0 lzpds2.nameservice lzpds ESTABLISHED tcp 0 0 lzpds lzpds2.nameservice ESTABLISHED tcp 0 0 lzpds lzpds2.nameservice ESTABLISHED tcp 0 0 lzpds2.nameservice lzpds ESTABLISHED tcp 0 0 lzpds2.nameservice lzpds ESTABLISHED tcp 0 0 lzpds2.nameservice lzpds ESTABLISHED tcp 0 0 lzpds2.nameservice lzpds ESTABLISHED tcp 0 0 lzpds2.nameservice lzpds ESTABLISHED tcp 0 0 lzpds lzpds2.nameservice ESTABLISHED tcp 0 0 lzpds2.nameservice lzpds ESTABLISHED tcp 0 0 lzpds2.nameservice lzpds ESTABLISHED tcp 0 0 lzpds lzpds2.nameservice ESTABLISHED tcp 0 0 lzpds2.nameservice ESTABLISHED tcp 0 0 lzpds lzpds2.nameservice ESTABLISHED tcp 0 0 *.NameService *.* LISTEN tcp 0 0 lzpds lzpds2.nameservice ESTABLISHED tcp 0 0 lzpds2.nameservice lzpds ESTABLISHED tcp 0 0 lzpds lzpds2.nameservice ESTABLISHED tcp 0 0 lzpds lzpds2.nameservice ESTABLISHED tcp 0 0 lzpds lzpds2.nameservice ESTABLISHED tcp 0 0 lzpds2.nameservice ESTABLISHED tcp 0 0 lzpds2.nameservice lzpds ESTABLISHED Page 41 of 47

42 Step Description 5. At the secondary dialer, execute the netstat a grep enserver and netstat a grep NameSer command. The results of the netstat a grep enserver should show an established connection between the secondary dialer (lzpds3) and primary dialer (lzpds2). It also shows an established Event Server connection between the secondary dialer (lzpds3) and Ultra 9.3 (IP ), this is because the Ultra server is configured to monitor the Event Services from the secondary dialer. The results of the netstat a grep NameSer should show an established Naming Service connection between the secondary dialer (lzpds3) and primary dialer (lzpds2). $ netstat -a grep enserver tcp 0 0 lzpds3.enserver eklogin ESTABLISHED tcp 0 0 *.enserver *.* LISTEN tcp 0 0 lzpds3.enserver lzpds ESTABLISHED $ netstat -a grep NameSer tcp 0 0 lzpds lzpds2.nameservice ESTABLISHED Page 42 of 47

43 9.2. Ultra 9.3 Verification The following steps can ensure that the communication between Ultra 9.3, Avaya Application Enablement Server and Avaya Proactive Contract 3.0 is working. Step Description 1. Double-click on the IntelliLink Analyzer link from the Configuration tab in System Tools. The IntelliLink Analyzer provides a view of the CTI links. The Switch Specific Connection Status in the left pane shows Switch 1 and Switch 2 as Connected. Switch 1 is the TSAPI CTI link and Switch 2 is the Event Service on PC3. Page 43 of 47

44 9.3. Replaying the Voice Recordings Ultra 9.3 creates a single call record (wav file) for every call. If an agent transfers or conferences the call to another monitored agent, Ultra 9.3 will create a call record for each agent. Step Description 1. Ultra 9.3 IntelliPortal is a browser-based application which allows the actual recordings that have taken place to be inspected for voice content. This utility was used throughout the compliance testing to validate successful recordings of the various tested call scenarios. Launch a web browser and enter the link to the Ultra 9.3 application. Double-click on the contact row to playback the recording. Page 44 of 47

45 Step Description 2. The screen shown below will be displayed, and the recording will be played on the computer speakers. 10. Support If technical support is required for the Verint Ultra solution, then contact Verint Technical Support. Full details are available at Conclusion These Application Notes describe the required configuration steps for Verint Ultra 9.3 to successfully interoperate with the Event Service of Avaya Proactive Contact 3.0 Multi-Dialer Pod and the Telephony Services Application Programming Interface (TSAPI) of Avaya Enablement Services (AES) for outbound and inbound call recording. Functionality and performance were successfully validated. The configuration described in these Application Notes has been successfully compliance tested. Page 45 of 47

46 12. Additional References The following documents may be found at Administrator s Guide for Avaya Communication Manager, Release 3.0.1, Issue 1, June 2005; Doc ID: Avaya Proactive Contact 3.0 Installation and Configuration, November 2005; Doc ID: Avaya Proactive Contact 3.0 Administration (UNIX-based), October 2005; Doc ID: Verint product documentation is available on request from Page 46 of 47

47 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 Page 47 of 47