Avaya Solution & Interoperability Test Lab Application Notes for Configuring a Call Center Management Solution using TASKE Contact Server and Avaya TM Communication Manager Running on Avaya TM S8100 and S8300 Media Servers- Issue 1.0 Abstract The TASKE Contact Server provides real-time ACD monitoring, comprehensive historical reporting and advanced forecasting applications that enable contact center supervisors to manage their agents and provide vital management information on call activity. These Application Notes describe the configuration steps to deploy TASKE Contact Server. The TASKE Contact Server product successfully completed interoperability compliance testing for the Avaya DeveloperConnection program. Information in these 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 15
1. Introduction These Application Notes describe how to deploy a call center management solution using the TASKE Contact Server. The TASKE Contact Server provides real-time ACD monitoring, comprehensive historical reporting and advanced forecasting applications that enable contact center supervisors to manage their agents and provide vital management information on call activity. The TASKE Contact Server has successfully passed the Avaya DeveloperConnection interoperability compliance test process, which included feature functionality and performance testing. Figure 1 illustrates the network configuration that was used to verify interoperability. The TASKE Contact Server is connected to the Avaya S8100 and S8300 Media Servers via the Avaya CT Server. Figure 1: Avaya DeveloperConnection Compliance Test Configuration 2 of 15
2. Equipment and Software Validated The following equipment and software were used for the compliance test configuration: Equipment Avaya S8100 and S8300 Media Servers. Avaya CT with Microsoft Windows 2000 Server-Service Pack 2 TASKE Contact Server running on Microsoft Windows 2000 Server-Service Pack 2 Software Communication Manager 1.2 Release 11.1, SP3 8.5.2204.0 3. Configure the Avaya CT Server 1. Click Start Program Avaya CT DEFINITY G3 PBX Driver G3 PBX Driver Configuration 2. In the Advertised Switch Name field, enter S8100, S8300, or appropriate name for associated CTI link number. 3. Enter the IP address of the S8100 or S8300 processor IP interface as described in Section 4 4. Click on the Admin button 5. Click Add 6. Enter the IP address of the CVLAN Client that needs to communicate with the CT Server. In most cases, the client and server are installed on the same machine as described above. The IP address of the TASKE Server must also be added. 7. Click OK to add and click OK If multiple networks exist on the server, select the correct IP address used by the CT server in the DEFINITY G3 PBX Driver IP address: box on top. 8. Click Next and OK in the pop up screen. 9. Click Next to start the configuration 10. Click OK to complete the configuration 11. Restart the Server. 4. Configuration for the S8100 and S8300 Media Servers 4.1. Verify Customer Options on the Communication Manager Avaya CTI is an optional feature that must be enabled from the Customer Option screen of the Communication Manager server. The media processor or proc port on the S8100 is required to configure CTI connectivity between the S8100 and the Avaya CT. The following steps explain how to verify the CTI option 3 of 15
1. From the System Access Terminal (SAT), type display system-parameters customeroptions. 2. Go to Page 2; verify that Co-Res DEFINITY LAN Gateway and Computer Telephony Adjunct Links? are enabled. display system-parameters customer-options Page 2 of 10 OPTIONAL FEATURES Abbreviated Dialing Enhanced List? y Audible Message Waiting? y Authorization Codes? y Analog Trunk Incoming Call ID? y CAS Branch? n A/D Grp/Sys List Dialing Start at 01? y CAS Main? n Answer Supervision by Call Classifier? y Change COR by FAC? n ARS? y Computer Telephony Adjunct Links? y ARS/AAR Partitioning? y Co-Res DEFINITY LAN Gateway? y ARS/AAR Dialing without FAC? n Cvg Of Calls Redirected Off-net? n ASAI Link Core Capabilities? y DCS (Basic)? y ASAI Link Plus Capabilities? y DCS Call Coverage? n DCS with Rerouting? n Async. Transfer Mode (ATM) Trunking? n Digital Loss Plan Modification? n ATMS? y DS1 MSP? y Attendant Vectoring? n DS1 Echo Cancellation? n (NOTE: You must logoff & login to effect the permission changes.) 3. Go to Page 4; verify Processor Ethernet is enabled display system-parameters customer-options Page 4 of 10 OPTIONAL FEATURES Processor and System MSP? y Private Networking? n Processor Ethernet? y Remote Office? n Restrict Call Forward Off Net? y Secondary Data Module? y Station and Trunk MSP? y Station as Virtual Extension? n System Management Data Transfer? n Tenant Partitioning? n Terminal Trans. Init. (TTI)? y Time of Day Routing? y Uniform Dialing Plan? y Usage Allocation Enhancements? y VAL Maximum Capacity? y Wideband Switching? n Wireless? n (NOTE: You must logoff & login to effect the permission changes.) 4.2. Administer Communication Manager IP Interface The following steps explain how to enable the processor IP interface on S8100 and S8300 servers. The IP address of the S8100 is configured from the network property in the Windows 2000 server console. The S8300 is configured via the web browser as follows 1. From the SAT, type change ip-interfaces 4 of 15
2. In the Enable Eth Pt column, enter y 3. In the Type column, enter PROCR 4. In the Net Rgn column, enter 1 or appropriate network region change ip-interfaces Page 1 of 8 IP INTERFACES Enable Net Eth Pt Type Slot Code Sfx Node Name Subnet Mask Gateway Address Rgn y C-LAN 01A04 TN799 C clan 255.255.255.0 192.45.40.1 1 y MEDPRO 01A05 TN2302 medpro 255.255.255.0 192.45.40.1 1 y PROCR 01A02 TN2314 192.45.40.180 255.255.255.0 192.45.40.1 1 5. Save the change 4.3. Administer the Avaya CT Server Hostname The Avaya CT server must be added to the node name table in the Communication Manager server. 1. From the SAT session, type change node-names ip 2. Under the Name column, enter tserver or appropriate name 3. Under the IP Address column, enter the IP address of the Avaya CT server. change node-names ip Page 1 of 1 IP NODE NAMES Name IP Address Name IP Address clan 192.45.40.22... default 0.0.0.0... medpro 192.45.40.21... tserver 192.45.40.20... ( 4 of 4 administered node-names were displayed ) Use 'list node-names' command to see all the administered node-names Use 'change node-names ip xxx' to change a node-name 'xxx' or add a node-name 5 of 15
4. Save the change 4.4. Configure the Avaya CTI Link From SAT session, create a cti-link as shown below. Enter add cti-link # where # is the next available link. Enter an extension in the Extension field. Enter ADJ-IP for Type. Enter tserver in the Name field to identify the CTI server. add cti-link 1 Page 1 of 2 CTI LINK CTI Link: 1 Extension: 27999 Type: ADJ-IP COR: 1 Name: tserver 5. Configure the TASKE Server These Application Notes do not explain how to configure the TASKE application. However, this section explains the necessary steps for the TASKE Server to acquire CTI service from the Avaya CT server. 5.1. Install the TSAPI Client 1. Insert the TSAPI CD. The installation automatically starts. 2. Select the Client Software from the Install Wizard. 3. On the Client Setup window, select Telephony Service 32-bit windows client icon. 4. Click Next at the Welcome window. 5. On the Telephony service setup option, select Next. 6. In the TCP/IP Name Server Configuration window, enter the IP address of the Avaya CT Server 7. Leave the default port number and select Add to list, then select Next. 8. On the Setup is Complete window, click OK. 9. Select Exit and reboot server. 5.2. Configure the TASKE Server 1. Run the TASKE Console 6 of 15
Figure 2: TASKE Console Application 2. Stop the TASKE Information Server if it is running 3. Select the TASKE Information Server and click the Start button 4. A TASKE Collector window appears; select the Tlink name 5. Select Logged in Windows user and click OK Figure 3: TASKE Collector Service 6. Right click on the TASKE Information Server and select Open. The TASKE Information Server window displays the SMDR events and the status of the CTI Link. 7 of 15
Figure 4: TASKE Information Server 5.3. Configure Security Database Devices 1. Run the Avaya CT Telephony Services Administrator 2. Login in as an administrator Figure 5: Avaya Telephony Service Administration 8 of 15
Figure 6: Avaya CT Login 3. Select Create Device from the Admin menu Figure 7: Create Device ID 4. For each agent id, hunt group, VDN, and phone extension enter each associate number in the Device ID 5. Enter a name for Location 6. Select Type as Phone or ACD 7. Select Any Tlink as Tlink Group 8. Click Apply 9. Click Cancel when finished adding devices 6. Configure the TASKE Database 1. From the TASKE Console, select Tool and click Database Update Wizard 9 of 15
Figure 8: Database Update Wizard 2. Click Next in the Database Update Wizard 3. Select the Tlink name 4. Enter the Windows login and password 5. Check the EAS feature is enabled on the telephone system if applicable 6. Click Update Figure 9: Database Update Wizard 10 of 15
7. Click Done when complete Figure 10: Database Update Completed 7. Interoperability Compliance Testing 7.1. General Test Approach The interoperability compliance test encompassed both feature functionality and load tests. The TASKE Contact Server was tested with both the S8100 and S8300. When configuring the CTI link connectivity, the S8100 proc port was used. A call generator was used to generate calls to the VDN. The BCMS reports generated by the Avaya S8100 and S8300 Media servers were compared to the TASKE Contact Server reports and call generator reports. 7.2. Test Results The TASKE Contact Server successfully passed all test cases. The TASKE ACD monitor application successfully monitored and reported all calls coming to the VDN. 8. Support TASKE provides a toll free technical support number. For technical support call 1.877.778.2753. 9. Verification Steps The following describes how to test the Avaya CT server. 1. Test the CTI-link between the Avaya CT and the Avaya Media Servers. Click on Start Programs Avaya CT TS 32 Client TS Test 2. Enter two valid phone numbers and verify that the call is successful as shown in Figure 11 below. 11 of 15
Figure 11: Telephony Service Test The following describes how to test the TASKE Contact Server. 1. From the TASKE Console, select Tool and click Administrator 2. Click on the Extensions and verify that the list of extensions created in the security database appears. Figure 12: TASKE Administrator-Extension ID 3. Click on the Agents and verify that the list of agent IDs created in the security database is shown. 4. Select the Agent Groups and click on the hunt group extension number. Select each available agent and click Add to the members section that belongs to the ACD group. 5. Click Update. 12 of 15
Figure 13: TASKE Administrator- Agent Groups 6. Exit the Administration tool 7. Login all the agents into the ACD queue. 8. Run the TASKE ACD Monitor Figure 14: TASKE ACD Monitor 9. Click on Queue and double click on the queue until the status column indicates Monitoring. 10. Click OK 13 of 15
Figure 15: TASKE ACD Monitor-Queue Manager 11. Click on the States icon to display the agent s status 12. Make a call to the VDN and verify the ACD Monitor tool displays the agent who answered the call. Figure 16: TASKE ACD Monitor 10. Conclusion This compliance test verified that the TASKE Contact Server successfully implemented a call center management solution for the Avaya S8100 and S8300 Media servers using Avaya CT. 14 of 15
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 e-mail 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 devconnect@avaya.com. 15 of 15